trapti Training Report

8/11/2019 trapti Training Report

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TRAINING REPORT

ON

CUSTOMER RELATIONSHIP MANAGEMENT IN

QUARK GROUP OF EDUCATORS

Submitted toMAHARISHI DAYANAND UNIVERSITY, ROHTAK

In partial fulfillment of the requirements for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION

(INDUSTRY INTEGRATED)

SEMESTER = VI

SUBMITTED BY

YASHNA ARORA

REGN.NO-1130640109

ROLL NO-1190110383

JAGANNATH INSTITUTE OF MANAGEMENT STUDIES

ELC CODE-331012066

34, RING ROAD, LAJPAT NAGAR

NEW DELHI-110024


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A

Project Report

On

CUSTOMER RELATIONSHIP MANAGEMENT IN

QUARK GROUP OF EDUCATORS

Submitted for partial fulfillment of requirement for the award of

degree

Of

Bachelor of Business Administration (II)

Of

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

Session 2011-14

Supervision By Submittedby

Name of the Guide YASHNA ARORA

Designation

Department Roll No:1190110383

Enrollment NO:1130640109

BBA VI Semester


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CERTIFICATE BY GUIDE

This to certify that the report of the project submitted is the outcome of the

project work entitled CUSTOMER RELATIONSHIP MANAGEMENT IN

QUARK GROUP OF EDUCATORS carried out by Yashna Arora bearing Roll

No :1190110383& Enrollment No:1130640109 Carried by under my guidance and

supervision for the award of Degree in Bachelorof Business Administration of

Maharshi Dayanand University, Rohtak, Haryana.

To the best of the my knowledge the report

i) Embodies the work of the candidate him/herself,

ii)

Has duly been completed,

iii) Fulfils the requirement of the ordinance relating to the BBA (II) degree

of the University and

iv) Is up to the desired standard for the purpose of which is submitted.

_______________________

(Signature of the Guide)Name:

Designation:

Department:Name & Address of the Institute

The project work as mentioned above is hereby being recommended and

forwarded for examination and evaluation.


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ACKNOWLEDGEMENT

Behind every achievement lies an unfathomable sea of gratitude to those who have extended

their support and without whom it would ever have come into existence. To them we say our

words of gratitude.

I would like to express my deepest sense of gratitude to Mr. Abhishek Gupta, Head, Affinity

Solutions, for giving me this opportunity to undergo Training at QUARK GROUP OF

EDUCATORS. I would also like to extend my heartfelt gratitude to him for his constant

encouragement and valuable insight, guidance and facilities at all phases of the project.

It is with profound sense of gratitude that I wish to reveal my overwhelming thanks to Mrs.

Kanika , my project guide who has rendered his valuable counsel and guidance in completing

this project. I would also like to thank all my faculty members for their valuable suggestions.

I would also like to acknowledge the support and guidance of Mr. Abhishek Gupta, Head

Affinity solutions. Without their help and encouragement it would have been practically

impossible to complete this project.

Last but not the least I am also thankful to the Placement advisor, and the entire Summer

Placement Team of Institute of Management & Development who helped me in getting my

summer training in such a good company.

Lastly, I put forth my due thanks to my parents, friends and all well wishers for their full

fledged and tremendous support in completing this project work successfully and to all the

respondents who have co-operated for their collection of data.

Yashna Arora

Roll. NO:1190110383

BBA (II) VI Semester


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CONTENTS

CHAPTER 1. : INTRODUCTION

1.1General Introduction about the sector

1.2 Industry Profile

a) Origin and development of the industry

b) Growth and present status of the industry

c) Future of the industry

CHAPTER 2: RESEARCH METHODOLOGY

2.1 Statement of research problem

2.2 Statement of research objectives

2.3 Research design and methodology

CHAPTER 3: COMPANY PROFILE

3.1 Origin of the Organisation

3.2 Growth, Development & Present status of the Organisation

3.3Organisation Structure and Organisation chart

3.4 Market profile of the Organisation

CHAPTER 4: DATA ANALYSIS

4.1 Data Analysis

4.2 Summary of Findings

CHAPTER 5: SUMMARY AND CONCLUSIONS

5.1 Summary of Learning Experience

5.2 Conclusions and Recommendations


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APPENDICES

BIBLIOGRAPHY


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EXECUTIVE SUMMARY

The main objective of my research is to provide awareness to customers about

education where we welcome each one of you to our World where latest

technology, innovative methodologies and quality education are blended together

to create unique learning experiences.

Regarding my research I conducted a Pilot survey and got the questionnaire filled

from the customers. The sample size taken was 100. I have collected data from

different region of Ghaziabad. The research design used in the research is

descriptive and the type of sampling used is random sampling. And the statistical

tool used is chi-square. During my research I have found that many people are

not aware.


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Chapter-1

INTRODUCTION


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1.1 GENERAL INTRODUCTION:

Education in India is matter of prime concern for the government of India. TheUniversity Grants Commission (UGC) coordinates, determines and maintains the

standards of education at various levels. There are many professional bodies,

which are responsible for accreditations of the courses, as well as providing

grants to the different undergraduate courses.

Today education system in India can be divided into many stages.

Pre- Primary - It consists of children of 3-5 years of age studying in

nursery, lower kindergarten and upper kindergarten. At this stage student is

given knowledge about school life and is taught to read and write some

basic words.

Primary- It includes the age group of children of 6-11 years studying in

classes from first to fifth.

Middle- It consists of children studying in classes from sixth to eighth.

Secondary- it includes students studying in classes ninth and tenth.

Higher Secondary - Includes students studying in eleventh and twelfth

classes.

Undergraduate- Here, a student goes through higher education, which is

completed in college. This course may vary according to the subject

pursued by the student.

For medical student this stage is of four and a half years plus one year of

compulsory internship, while a simple graduate degree can be attained in

three years.

Postgraduate - After completing graduation a student may opt for post

graduation to further add to his qualifications.


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Many students from foreign countries are eyeing the country for gaining higher

qualifications. Though, illiteracy is a problem in India, the country amazes

outsiders with its vast pool of talent.

The Indian economy has grown in leaps and bounds in the recent years and hence

there is a necessity to educate the masses to accelerate the growth process. It is

interesting to note how the Indian education machineryworks.

The QUARK GROUP OF EDUCATORS is based on knowledge, experience,

and people from "real" universities in India. QUARK has brought together top

experts in the field. The Institute's faculty is a network of distinguished

professors from reputable universities in India. QUARK unique feature is this

concentration of high-level knowledge and expertise in one institution.

QUARK GROUP is a centre of Advanced Professional education with a strong

autonomous character. It offers variety of services relating to education including

training, production, publication and research. QUARK aims to provide quality

and value based education.


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INDUSTRY

PROFILE


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1.2(A) ORIGIN & DEVELOPMENT OF THE

INDUSTRY:

Institutions in this industry provide instruction and training to students enrolled in

elementary through high schools, colleges and universities, and training centers

that offer industrial, professional, and vocational programs. Institutions include

public, private, and nonprofit as well as for-profit businesses.

Small institutions can compete by providing specialized education or Demand for

education services is driven by demographics, income, perceptions of quality,

and employment and geographical trends prestigious degrees. For-profit colleges

compete by providing low barriers to acceptance and easy access to student

loans.


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QUARK GROUP OF EDUCATORS is a symbol of incredible professional

education for shaping & sharpening the talent of bright young customers, thus

producing technocrats who will carve their own niche in the industries as well as

other arenas. QUARK GROUP OF EDUCATORS campus is synchronized to

provide healthy educational environment. The self- sufficiency of day to day

needs is a part of our regimen. QUARK GROUP OF EDUCATORSis regulated

to groom its students who will be conceptually sound, street smart & able to

apply their hand own skills & factual knowledge to overcome real life problems

successfully.


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1.2(b) GROWTH & PRESENT STATUS OF

THE INDUSTRY:

Demand for education services is driven by demographics, income, perceptions

of quality, and employment and geographical trends. Public K-12 schools

compete with private schools and charter schools that offer a specialized

curriculum, religious instruction, or are perceived to provide a better education.

Large and prestigious institutions can benefit from large endowments and alumni

donations; public universities are funded with public money. Small institutions

can compete by providing specialized education or training and by providing

prestigious degrees. For-profit colleges compete by providing low barriers to

acceptance and easy access to student loans

Community colleges, four-year colleges, and universities provide educational

instruction in degree- or certification-granting programs in many disciplines.

For-profit educational institutions offer programs that may take one or two years

to complete in highly specific career paths such as nursing, culinary arts, or

computer-aided drafting. Professional training companies offer short courses

resulting in certification in a job-specific skill, such as computer programming.

People are the most critical component of our quality delivery mechanism. We

hire best-of-breed talent, train them assiduously and provide them with a winning

and growth-oriented work culture that emphasizes learning, achievement, best


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practices and attractive reward schemes. We encourage entrepreneurial

managerial talent and the ownership of responsibility.

All the team members are graduates and have suitable skills.

All team members are selected strictly based on established criteria

considering customer's requirements.

We look for folks with the kind of skill, interests and background that

would be an asset for your kind of business.

Ongoing training is part of our strategy to build a base of highly effective

and efficient team of our team members

The present educational system of India is an implantation of British rulers.

Wood's Dispatch of 1854 laid the foundation of present system of education in

India. Before the advent of British in India, education system was private one.

With the introduction of Wood's Dispatch known as Magna Carta of Indian

education, the whole scenario changed. The main purpose of it was to prepare

Indian Clerks for running local administration. Under it the means of school

educations were the vernacular languages while the higher education was granted

in English only. British government started giving funds to indigenous schools in

need of help and thus slow.

Some of the schools became government-aided. Contemplating on the new

system which was introduced Mahatma Gandhi expressed his anguish in

following words, "I say without fear of my figures being challenged successfully,

that today India is more illiterate than it was fifty or a hundred years ago, and so


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is Burma, because the British administrators, when they came to India, instead of

taking hold of things as they were, began to root them out. They scratched the

soil and began to look at the root, and left the root like that, and the beautiful tree

perished. The village schools were not good enough for the British administrator,so he came out with his program. Every school must have so much paraphernalia,

building, and so forth. Well, there were no such schools at all. There are statistics

left by a British administrator which show that, in places where they have carried

out a survey, ancient schools have gone by the board, because there was no

recognition for these schools, and the schools established after the European

pattern were too expensive for the people, and therefore they could not possibly

overtake the thing. I defy anybody to fulfill a program of compulsory primary

education of these masses inside of a century. This very poor country of mine is

ill able to sustain such an expensive method of education. Our state would revive

the old village schoolmaster and dot every village with a school both for boys

and girls. "


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1.2 FUTURE OF THE INDUSTRY:

India is rapidly emerging as a global economic

and political power, and our students and faculty

are increasingly interested in working and studying

in the region.

The Education sector in India is poised at a crucial stage in its growth. Indias

demographic advantage of having a large population of youth, coupled with lowgross enrolment ratios, presents a huge opportunity to education sector players.

At the same time, the growth of the Indian economy and upward movement of

income levels is boosting spend on Education, which already accounts for thesecond-highest share of wallet for middle-class households.

Additionally, a tremendous interest from entrepreneurs and private equity playersis generated due to:

Steady cash flows

Recession-proof nature of the sector

Negative working capital requirements

Government support for the sector has also seen a boost, with substantial reformsand increased financial outlays being announced and implemented. These

reforms aim at not only strengthening the sector but facilitating planned

expansion of the sector.

The interplay of all these factors has made Education an attractive sector withmultiple opportunities, as can be seen by the high growth many players are

witnessing and pursuing.

We have a dedicated education sector team serving all key segments of the

Education sector.


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Chapter-2

RESEARCHMETHODOLOGY


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2.1 STATEMENT OF RESEARCH PROBLEM

After the newly appointed employees have joined the organisation, the next

phase of the personnel program is to impart necessary training to the employees

to make them full fit for the job they are supposed to handle. In modern industrial

organisation, the need for training of employees is also widely recognized so as

to keep the employees in touch with the new technological developments. Every

company must have a systematic training program for the growth and

development of its employees.

With this objective in mind, the evaluation of training effectiveness will be

studied, examined and analysed and certain recommendations will also be

proposed for formation of an effective training strategy.

MANAGERIAL USEFULNESS OF THE STUDY

Training enables employees to demonstrate new concepts, build skills, solve

difficult interpersonal relationship and technical problems or gain insight into

behavior accepted as the way things are.

A key assumption of training is that by giving employees skill and insight for

identifying and defining organizational problems, individual will have greater

capacity to change unproductive and unsatisfying organizational structures and

processes. It is a catalytic process that depends largely on the abilities of

informed and skilled members to develop their tools for charge.


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However, the individual abilities must be simultaneously supported by

organizational accountability so that, participants use their abilities to the hilt to

learn from the training programmes and transfer those learning to the workplace

and is technically termed as the transfer of training effects. It is basically the

process of increasing the knowledge and skills for doing a particular job; an

organized procedure by which people gain knowledge and skill for a definite

purpose

The effectiveness of the training programmes can be established through this

study.

This study helps to understand, analyze & apply the core concepts of training in

an organization. .Managers would be able to identify the need of training for its

employees.

Managers would know what employees think of the training and development

programmes and make changes if necessary.

The Group is committed to the continual development of its employees and

offers a range of development courses that support employees throughout their

career. These range from initial induction support, through to a range of core

skills modules and development programmes.

The Group is committed to supporting the career planning for all of its

employees and the annual review process provides an opportunity for every

employee to discuss their personal aspirations and what skills they would like to

develop.


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The Quark Group has placed an increasing amount of focus on ensuring

that engagement and motivation levels of our employees are sustained at a high

level. We also believe that strong business performance is built on the integrity

and openness of our employees with customers, Business Partners and suppliers.

To achieve this we carry out a biannual Group Employee Engagement

survey that takes place across the entire Group in local languages. The survey

provides us with an insight into how people feel about working for the Group,

their relationship with their manager and,. Action plans are created at

organizational, departmental and manager levels to ensure that employee

feedback is central to improving performance.


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2.2 STATEMENT OF RESEARCH

OBJECTIVE:

We aim to select the best possible candidates and look for people who

demonstrate a natural affinity to our Group Values in how they work and interact

with other people.

Our Values lie at the heart of our business. They provide the foundation of

how we improve our Business Partner, customer and employee experience and

ultimately support our business ambitions.

Humanis about being approachable and respecting your colleagues

Responsivereacting to situations and requests for the good of the business

Dependable not letting others down and delivering what you say you will,

when you say you will

Specialistshowing others that you are expert at what you do and being seen as

a source of expert knowledge

Proactive is about not waiting to be asked to do something, but using your

initiative to do what is best for the business.


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These Values are embedded across the business and we find our most successful

people live and breathe these behaviors

SCOPE OF THE STUDY

Training Effectiveness is the process wherein the management finds out how

effective it has been at training and developing the employees

This study shall give some suggestions for making the present training and

development system more effective.

It shall give organization the direction, how to deal differently with different

employees.

It aims to identify the training & development needs present among the

employees.


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2.3 RESEARCH DESIGN &

METHODOLOGY:

SAMPLING TECHNIQUE

Sample Size-Whole survey contains a sample size of 100.

Sample Procedure- The samples were taken on random basis.

Search instruments: A questionnaire was used for the survey it was developed on

the basis of the descriptive study within 100 respondents.

SAMPLING TECHNIQUE USED

Since the information required was not of a very technical nature and also

looking at the scope of the project and the extent of the target segment, the

sampling technique employed was Convenience Sampling.

DATA COLLECTION

To determine the appropriate data for research mainly two kinds of data will be

collected namely primary & secondary data as explained below:

PRIMARY DATA

Primary data are those, which were collected afresh & for the first time and thus

happen to be original in character. However, there are many methods of

collecting the primary data; all will not be used for the purpose of this project.

The ones that will be used are:

Questionnaire

Informal Interviews

Observation


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SECONDARY DATA

Secondary data is collected from previous researches and literature to fill in the

respective project. The secondary data will be collected through:

Text Books

Articles

Journals

Websites

STATISTICAL TOOLS USED

The main statistical tools that will be used for the collection and analyses of data

in this project are:

Pie Charts

Tables

Sample size: 100

Sample area: New DelhiTo be very humble, the present study will be both qualitative and quantitative and

I hope this as per the requirement of the Problem of the study.

The Group is committed to the continual development of its employees and

offers a range of development courses that support employees throughout their

career. These range from initial induction support, through to a range of core

skills modules and development programmes.


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The Group is committed to supporting the career planning for all of its employees

and the annual review process provides an opportunity for every employee to

discuss their personal aspirations and what skills they would like to develop

equal opportunities.

The Group believes in equal opportunities for all employees. Applications for

employment are treated fairly and are based on merit, irrespective of race,

gender, religious belief, disability, age, marital status and sexual orientation.

The Groups policy is to give full and fair consideration to applications for

employment made by disabled persons, taking into account their particular

aptitudes and abilities and the nature of work involved. Should an employee

become disabled, arrangements would be made, wherever practicable, to enable

them to continue their employment within the Group, including the provision of

appropriate training where relevant.

We continue to aim to help employees to balance their work and personal lives.

Flexible working is accommodated and in some instances is supported through

the use of remote technology. Other initiatives such as the Flexible Benefits

scheme allow employees to make choices on the provision of such items as

pension provision, life assurance, medical and dental cover and childcare

vouchers.


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The fair treatment of our customers lies at the heart of what we do. We have

clearly communicated promises and through the Group's Values this influences

key areas of our business.

'Treating Customers Fairly' is critical because we are regulated, but because it

makes good business sense, helping to retain satisfied customers for longer. It

also ensures that we deliver positive results for our Business Partners through

incremental revenue generation and improved customer loyalty

Advances in computer technology mean that thieves can send viruses to your

computer that record keystrokes and install devices on card swipe machines to

record your details and pin number at gas pumps. Details can then be used to

make purchases online or even make physical clones out of credit

Looking after our customers, employees and our communities.The Group

recognizes the importance of managing the impact of its activities on the

community and the environment, and in doing so seeks to conduct its business in

a professional, ethical and fair manner with all stakeholders, including

employees, customers, Business Partners and suppliers.


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Our Corporate Social Responsibility framework is based on four key

principles:

We are committed to supporting the community and the environment in

which we operate

We will always seek to employ and train the best people for the job,

ensuring that they understand that we demand the upmost integrity in all

internal and external dealings

We are committed to ensuring that the business and its employees operate

in a socially conscious way.


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Chapter- 3

COMPANY

PROFILE


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3.1 ORIGIN OF THE ORGANIZATION:

Quark Group Of Educators is located at Ghaziabad where the company

operates the Business.

1. REG. Office: (Education Sector)

Physical Infrastructure:

Office Space 1228 sq ft office at Ghaziabad.

Telephone Lines 25 nos. Tata Indicom, Airtel & BSNL with Fax.

Computer Systems 25 nos. with printer and Internet connectivity.

Located at: IIrd N-32, 2nd Floor, Ambedkar Road ,

Opp.Turab Nagar Market, Ghaziabad.


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3.2 GROWTH, DEVELOPMENT & PRESENT

STATUS OF THE ORGANIZATION:

The QUARK GROUP OF EDUCATORS is based on knowledge, experience,

and people from "real" universities in India. QUARK has brought together top

experts in the field. The Institute's faculty is a network of distinguished

professors from reputable universities in India. QUARK unique feature is this

concentration of high-level knowledge and expertise in one institution.

QUARK GROUP OF EDUCATORS is a symbol of incredible professional

education for shaping & sharpening the talent of bright young customers, thus

producing technocrats who will carve their own niche in the industries as well as

other arenas. QUARK GROUP OF EDUCATORS campus is synchronized to

provide healthy educational environment. The self- sufficiency of day to day

needs is a part of our regimen. QUARK GROUP OF EDUCATORSis regulated

to groom its students who will be conceptually sound, street smart & able to

apply their hand own skills & factual knowledge to overcome real life problems

successfully.

QUARK GROUP is a centre of Advanced Professional education with a strong

autonomous character. It offers variety of services relating to education including

training, production, publication and research. QUARK aims to provide quality

and value based education.


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Business ManagerManagement experience of 9 years.

Team LeaderFiled and Team management experience of 3 to 5 Years.

Tele caller Minimum call experience of 8 month to 2 years.

Field ExecutivesMinimum experience of 2 year.


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Quark Group Of Educators was establishment in 2002 in the

eart of our country at Ghaziabad by a team of academician &

xperts from the industry to define the management &

echnical education as per the need of Indian economy at

resent the parent organization Quark Group Of Educators is

elping millions of people in educating them by its unique

oncept & resources which are generated by the trust from the

society & cooperate.

Company ackground


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3.3 ORGANIZATION STRUCTURE &

ORGANIZATION CHART:


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Company Structure

Degree Courses

Short Term Crash Courses

Quark Group

Of Educators


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3.4 PRODUCTS PROFILE OF THE

ORGANIZATION:

Degree Courses

PHD.

MTECH

MCA

MBA

BTECH BCA

BBA

Crash Courses

DFA

DCA

DCO

CTT COMPUTER BASIC

TALLY ERP 9

C, C++, JAVA, .NET

HARDWARE CARD AND CHIP LEVEL


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SERVICES PROFILE OF THE

ORGANIZATION:

Proposed Enhancement of Facilities

We are in the process of enhancing our facilities to take on work at managing

Educational Services for Companies and profile also. The enhancement is

planned on a phased manner where we want to broad base our portfolio to

include different degree and crash courses.

DIRECTORS :-

Dr. Abhishek Gupta

(Director )

PhD, 8 yrs Experience.Email:[email protected]

Mrs. Bhawna Gupta

(Director )

MBA, 7 yrs Experience.

Email:- [email protected]
mailto:[email protected]:[email protected]:[email protected]


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3.5 MARKET PROFILE:

SWOT ANALYSIS OF GROUP

STRENGTH

Strong brand name

Good reputation among customers

Favorable access to distribution network

Organization consists of youth population, so they are more energetic in their

work field

WEAKNESS

Well qualified and experts works in these company as employees.

OPPORTUNITIES

Unfulfilled customers need.

THREATS

Shifts in consumer preferences

Emergence of other competitors products

Recession period is a big threat for the company.


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A) Objectives of the training for the organization:

Training has a number of objectives. The major objectives of training are as

follows:

i) Higher Productivity:Training increases the skill of the employees in

the performance of a particular job. An increase in skill usually helps to

increase both quantity and quality of output. Training is also of great

help to the existing employees as it helps them to increase their level of

performance on their present job assignments.

ii) Standardization of procedures: With the help of training, the best

available methods of performing the work can be standardized and

taught to all the employees. Standardization will make high levels of

performance rule.

Employees will work intelligently and make fewer mistakes when they

possess the required know-how and have an understanding of their

jobs and of the interdependence of one job to another.

iii)

Less supervision: If the employees are given proper training, the need of

supervision is lessened. A well-trained employee is self reliant in his work

because he knows what to do and how to do.

iv) Economical operations:Training personnel will be able to make better

and economical use of materials and equipment. Wastage will also be

low. In addition, the rate of accidents and damage to machinery and

equipment will be kept to the minimum by the well-trained employees.

These will lead to less cost of production per unit.


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v) Up gradation of technology: Growth of technology is taking place

very fast. This will render the current technology obsolete in the near

future. Training programmes help the employees to learn new

techniques to upgrade their knowledge and make use of advanced

technology for the development and growth of their organization.

vi) Manpower change and adjustments:Organizations that have a good

internal education programmes, they have to make less drastic

manpower changes and adjustments and sudden personnel alterations.

When the need arises, vacancies can more easily be filled from internal

sources if a company maintains an adequate instructional programmefor its employees.

vii) Quick learning:Training helps to reduce the learning time to reach the

acceptable level of performance. The employees need not learn by

observing others and waste a long time if the formal training

programme exists in the organization. The qualified instructors will

help the new employees to acquire the skills and knowledge to do

particular jobs within a short interval of time.


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A) Objectives of the training for the employees:

The major objectives of the training programmes for the employees working in

the organization are as follows:

i) Confidence: Training creates a feeling of confidence in the minds of

workers. It gives safety and security to them at the workplace.

ii) New skills:Training develops skills which serve as a valuable asset to the

worker. It remains permanently with him.

iii) Higher earnings: By imparting skills, training facilitates higher

remuneration and other monetary benefits to the workers.

iv) Adaptability:Training develops adaptability among workers. They do not

worry when work procedures and methods are changed.


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Proposed Enhancement of Facilities

In addition to its main stream programmes, the institute offers a

wide range of diplomas in associations with the industries,

management development and training programmes & a series of

international & national level conferences that provide academic

excellence on the one hand, & cooperate presence on the other.

Beside open- house programmes the institute also undertakes in-

house training programmes for the corporate.

.


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Chapter-4

DATA

ANALYSIS &

INTERPRETATION


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Q2.] What is the shortcut key for copying the data?

a) ctrl+x b) ctrl+v

c) ctrl+c

INTERPRETATION:

Out of total of 100 people major responses goes for ctrl+c

Column1

ctrl+x

crtl+v

ctrl+c


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Q3] Excel is known as

a) Workbook

b) Spreadsheet

c) document

INTERPRETATION:

Out of total of 100 people major responses goes for document.

Column1

Workbook

spreadsheet

document


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Q4] PowerPoint is used to create

a) Presentation

b) Spreadsheet

c)

document

INTERPRETATION:

Out of total of 100 people major responses goes for Presentation.

Column1

Presentation

Spreadsheet

Document


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Q5.] What is the shortcut key to italic the font

a) ctrl+i b) ctrl+v

c) ctrl+t

INTERPRETATION:

Out of total of 100 people major responses goes for ctrl+i.

Column1

ctrl+i

ctrl+v

ctrl+t


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Q6.] Tally software is used t o manage _____________ of a company.

a) Accounts

b) Spreadsheet

c)

Files

INTERPRETATION:

Out of total of 100 people major responses goes for Accounts.

Column1

Accounts

Spreadsheets

Files


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Q7.] Mail Merge is used to print _______ letters at a time?

a) 10

b) Multiple

c)

20

INTERPRETATION:

Out of total of 100 people major responses goes for Muiltiple.

Column1

10

Multiple

20


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Q9.] What is the shortcut key center alignment.

a) ctrl+e b) ctrl+c

c) ctrl+t

INTERPRETATION:

Out of total of 100 people major responses goes for ctrl+t.

Column1

ctrl+e

ctrl+c

ctrl+t


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4.2 SUMMARY OF THE FINDINGS:

I have chosen this topic to know how a consumer reacts when created awareness

about his requirement for education. Does it affect the consumer behavior? How

consumer does react to different situations.

Understanding consumer behavior and knowing customers is never simple.

Customers may say one thing but do another. They may not be in touch with their

deeper motivations.

Consumers have more power than ever before.

Consumers have access more information than ever before.

There are a number of reasons for researching of consumer behaviour

Two types of customers:

Individual customers- Individual customers are those who take the

subscription for their personal use.

Institutional customers-Institutional customers are also called as corporate

customers. These include big companies, small companies, banks or any other

corporate organization.


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SAMPLING TECHNIQUE

Sample Size-Whole survey contains a sample size of 100.

Sample Procedure- The samples were taken on random basis.

Search instruments: A questionnaire was used for the survey it was developed on

the basis of the descriptive study within 100 respondents.


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Chapter-5

CONCLUSIONS

&

SUGGESTIONS


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5.1 SUMMARY OF LEARNING

EXPERIENCE:

The programs conducted were not periodically evaluated.

Employees basically want to receive training in the behavioral & Managerial

& Analytical areas.

Most of the employees need training in teambuilding in behavioral category

Most of the employees need training on internet Lan

To make the training more effective most of the managers feel that the

duration of training should be less

The training programmes were not well planned. There were no manuals &

any study material available.

No trainee received any reward for performing well during the training

programme


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Recommendations

The Training session conducted in the entire department should be well

planned

The trainees should be given ample time to conceive all the training that he

had gained for the session conducted

Attending of the training session should be made compulsory for all the

employees

All the departments should maintain course material and care should be taken

to make the trainees understand the need of the training programme

There should be interactive session among the employees to understand the

strengths and weaknesses of each other.


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First approach gives the first impression of a company and about the product

so the company should give proper training to their sales people so they are

able to convince their customers properly and make them buy their product.

The promotion strategy of the organization should be stronger.

The price has to be taken into consideration.

More training should be given to the employees working in the organization.


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Limitations

Every study has certain limitations. In our study, also there were certain

limitations, which I could not able to solve.

Time factor was also important for us. We had limited time for the

research, for which a full-fledged report was insufficient for me.

The customer filled the questionnaire sometimes in careless manner, so it

was difficult to make them hold for time. And chances of bias results are

more.

The sample size is also very small.

Some clients as expected didnt turn up nor had no response as promised

earlier.


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APPENDICES


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QUESTIONNAIRE


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STUDY OF

CONSUMER BEHAVIOUR

IN ASSISTANCE SERVICES

QUESTIONNAIRE PROFORMA

(Note: To select an answer, select the box adjacent to the option)

Q1. What is a computer?

a) Electronic Device b) Flexible Machine

c) Both a & b

Q2.] What is the shortcut key for copying the data?

a) ctrl+x b) ctrl+v

c) ctrl+c

Q3] Excel is known as

d) Workbook

e) Spreadsheet

f) document

Q4] PowerPoint is used to create

d) Presentation

e) Spreadsheet

f) document


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Q5.] What is the shortcut key to italic the font

a) ctrl+i b) ctrl+v

c) ctrl+t

Q6.] Tally software is used t o manage _____________ of a company.

d) Accounts

e) Spreadsheet

f) Files

Q7.] Mail Merge is used to print _______ letters at a time?

d) 10

e) Multiple

f) 20

Q8.] Notepad is used to

d) Enter Text Data

e) Drawing

f) Formulas

Q9.] What is the shortcut key center alignment.

a) ctrl+e b) ctrl+c

c) ctrl+t


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Q10.]Any suggestions??

THANK YOU!

Name : Age :

Mobile: Email ID:

Occupation: Company:


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BIBLIOGRAPHY

Websites

www.quarkgroup.org.in

www.yellowpages.sulekha.com

www.justdial.com/National-Search/Quark-Group-Of-Educators
http://www.quarkgroup.org.in/http://www.quarkgroup.org.in/http://www.yellowpages.sulekha.com/http://www.yellowpages.sulekha.com/http://www.justdial.com/National-Search/Quark-Group-Of-Educatorshttp://www.justdial.com/National-Search/Quark-Group-Of-Educatorshttp://www.justdial.com/National-Search/Quark-Group-Of-Educatorshttp://www.yellowpages.sulekha.com/http://www.quarkgroup.org.in/

Documents

trapti Training Report