Professional Documents
Culture Documents
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Exide Technologies is the $orld7s second)largest #roducer o! autooti%e lead acid "atteries !or
autooti%e and industrial a##lications. The Co#anys !our glo"al "usiness grou#s -
Trans#ortation Aericas' Trans#ortation Euro#e and Rest o! &orld' Industrial Energy Aericas
and Industrial Energy Euro#e and Rest o! &orld - #ro%ide a co#rehensi%e range o! stored
electrical energy #roducts and ser%ices !or industrial and trans#ortation a##lications.
Trans#ortation ar(ets include original)e<ui#ent and a!terar(et autooti%e' hea%y)duty
truc(' agricultural and arine a##lications' and ne$ technologies !or hy"rid %ehicles and
autooti%e a##lications. Industrial ar(ets include net$or( #o$er a##lications such as
telecounications systes' electric utilities' railroads' #hoto%oltaic @solar)#o$er relatedA and
uninterru#ti"le #o$er su##ly @0PSA' and oti%e)#o$er a##lications including li!t truc(s' ining
and other coercial %ehicles.
Exide $as !ounded "y &.&. Gi""s in :111 and $as then called Electric Storage Dattery
Co#any. Gi""s #urchased the ideas and #atents o! in%entor Cleent Payen to a(e the storage
"attery a coercial #roduct. Gi""s targeted electric lighting co#anies so they could use the
storage "atteries to #ro%ide ser%ices to their custoers.
In :422' the co#any de%elo#ed a #roduct o! greater ca#acity and less $eight !or electric
taxica"s. This "attery $as the !irst to "ear the nae Exide' short !or KExcellent OxideK.
&hen the 0nited States entered &orld &ar I' Exide "atteries $ere used to o#erate air#lane radio
sets and #o$er radio stations. In :461' Exide ac<uired Giant Storage Dattery Co#any' and
ex#anded into "attery chargers and testers.
Exide "ought out the dry "attery "usiness o! a co#any called Dritannia Datteries Ltd. ,uring
&orld &ar II' Exide $as a aBor su##lier o! "atteries !or 0.S. Na%y su"arines and #riary
contractor !or "atteries used in the Ear( :1 electric tor#edo.
Exide entered the dry)cell "attery industry in :4L= $hen it ac<uired the Ray)O)Mac Co#any'
then the second largest #roducer o! dry)cell "atteries in the 0S. /ollo$ing the ac<uisition o! the
&isconsin Dattery Co#any' Exide started #roducing otorcycle and s#ecialty "atteries. In
:41=' it ac<uired General Dattery Cor#oration.
Ro"ert A. Lut9' !orer #resident and %ice chairan at Chrysler Cor#oration' $as a##ointed
Exide7s Chairan o! the Doard in :441. >e reorgani9ed the $orld$ide anageent structure
into Glo"al Dusiness 0nits and sold o!! non)"attery units to allo$ the co#any to concentrate on
its #riary "usiness. In 3222' Exide ac<uired GND Technologies' a leading North Aerican
su##lier o! autooti%e "atteries. T$o years later Exide !iled !or "an(ru#tcy a!ter co#iling a
de"t o! 53.L "illion as a result o! the recent ac<uisitions.
Exide is a s#onsor o! the Cornell Autooti%e N)Pri9e Tea. Exide Technologies has signed an
agreeent to "e to "e the sole lead)acid "attery su##lier !or the REMA @Re%olutionary Electric
Mehicle Alternati%eA car)a(ing #roBect in Dangalore' India.
The co#any $as incor#orated as Associated Dattery Ea(ers @EasternA Ltd.' on 6: *anuary'
:4;= under the Co#anies Act' :4:6 to #urchase all or any o! the assets o! the "usiness o!
anu!acturers' "uyers and sellers o! and dealers in and re#airers o! electrical and cheical
a##liances and goods carried on "y the Chloride Electric Storage Co#any @IndiaA Ltd' in India'
since :4:? $ith a %ie$ thereto to enter into and carry into e!!ect @either $ith or $ithout
odi!icationA an agreeent $hich had already "een #re#ared and $as ex#ressed to "e ade
"et$een the Chloride Electric Storage Co @IndiaA Ltd on the one #art and the co#any o! the
other #art. The nae o! the co#any $as changed to Chloride India Ltd on 3 August' :4=3. The
nae o! the co#any $as again changed to Chloride Industries Ltd. %ide !resh Certi!icate
Incor#oration dated :3 Octo"er' :411. The nae o! the co#any $as !urther changed to Exide
Industries Ltd. on 3L August' :44L.
The co#any anu!actures the $idest range o! storage "atteries in the $orld !ro 3.L Ah to
32';22 Ah ca#acities' co%ering the "roadest s#ectru o! a##lications. The co#any has six
!actories strategically located across the country - t$o in Eaharashtra' one in &est Dengal' t$o
in TailNadu and one in >aryana. The co#anys #redecessor carried on their o#erations as
i#ort house !ro :4:? under the nae Chloride Electrical Storage Co#any. Therea!ter' the
co#anies started anu!acturing storage "atteries in the country and ha%e gro$n to "ecoe one
o! the largest anu!acturer and ex#orter o! "atteries in the su")continent today. Exide se#arated
!ro its 0.)"ased #arent' Chloride Grou# Plc.' in :414' a!ter the latter di%ested its o$nershi# in
!a%or o! a grou# o! Indian shareholders. The co#any has gro$n steadily' odernised its
anu!acturing #rocesses and ta(en initiati%es on the ser%ice !ront. Constant inno%ations ha%e
hel#ed the co#any to #roduce the $orlds largest range o! industrial "atteries extending !ro
3.L Ah to :L222 Ah and co%ering %arious technology con!igurations.
)O0./9CGS -IS$OC=8
1#16 Chloride Electrical Storage Co. @CESCOA' 0.' set u# trading o#erations in India as an
i#ort house.
1#46 /irst !actory set u# in Shanagar' &est Dengal.
1#4" T$o Indian Co#anies $ere !oredC Associated Dattery Ea(ers @EasternA Ltd. - ADEEL
too( o%er the anu!acturing o#erations.
1#6( ADEEL "ecae a listed #u"lic liited co#any.
1#6# Second /actory set u# in Chinch$ad' Pune.
1#"2 ADEELs nae changed to Chloride India Liited.
1#"6 R+, Centre esta"lished in .ol(ata.
1#31 Third !actory set u# in >aldia' &est Dengal.
1#33 Chloride India Liited $as renaed as Chloride Industries Liited.
1##2 /irst Su"arine "atteries deli%ered to the Indian Na%y.
1##4 Technical colla"oration $ith Shin .o"e Electric Eachinery Co. Ltd. o! *a#an' a
su"sidiary o! the >itachi Grou#.
1##5 Chloride Industries Ltd renaed Exide Industries Liited. @EILA
1##" /ourth !actory set u# at >osur' Tail Nadu.
1##3 Exide ac<uires the Industrial O#erations o! Standard Datteries Ltd as a going concern'
there"y adding !our ore !actories' ta(ing the total nu"er o! !actories to eight.
1### /oundation stone !or 4th !actory laid at Da$al' >aryana.
2((( Ac<uisition o! :22O sta(e in Chloride Datteries South East Asia Pte Ltd.' @CDSEAA'
Singa#ore + ;4O in Associated "attery Eanu!acturers' Ceylon' @ADEELA' Sri Lan(a.
2((( I#leentation o! SAP Enter#rise Resource Planning integrating Cor#orate O!!ice' Nine
/actories' R+, Centre and Eore than 62 Sales O!!ices across India.
2((1 Launch o! autoexide.co' a !ull !ledged auto #ortal.
2((3 Coissioning o! Eighth !actory at Da$al' >aryana
Ne$ *M co#any in 0.) ESPEN Datteries Ltd !ored $ith L:O EIL holding.
Strategic Alliance $ith IDG in Netherlands !or Ear(eting in Euro#e.
2((4 Associated Dattery Eanu!acturers @CeylonA Liited' Sri Lan(a "ecae a su"sidiary
conse<uent to ac<uiring !urther :3.L2O E<uity holding.
2((5 In%estent in L2O shareholding o! ING Mysya Li!e Insurance Co#any Liited.
2((6 Launch o! SAP)CRE in Industrial SD0.
2((" Caldyne Autoatics Ltd "ecoes :22O su"sidiary conse<uent to ac<uiring the "alance
;4O shareholding.
2((" In%estent $ith 3?O shareholding.in CEIL Eoti%e Po$er Pty Ltd. A *oint Menture in
Australia.
2((" Ac<uired :22O sta(e in Tandon Eetals Ltd.
2((3 Ac<uired L:O sta(e in Lead Age Alloys India Ltd.
2((# Sta(eo%er Standard /uru(u$a o! *a#an.
&rands
ENI,E' C>LORI,E
IN,EN ,JNEN
Standard /uru(a$a @S/A
SONIC
*0PITER
CONREN
Subsidiaries
Associated Dattery Eanu!acturers @CeylonA Liited @GADELFA
Es#ex Datteries Liited @GESPENFA
Chloride Datteries S E Asia Pte Liited @GCDSEAFA
Leadage Alloys India Liited @LeadageA
Tandon Eetals Ltd. @GTELFA
Caldyne Autoatics Liited @GCaldyneFA
Chloride International Liited @GCILFA
O?/9IH/$IO9 45OB
S.D Ganguly' Chairan Eeritus
R.G. .a#adia' Chairan + Non Executi%e ,irector
R.D. RaheBa' Mice Chairan+ Non)Executi%e ,irector
T.M. Raanathan' Eanaging ,irector+ Chie! Executi%e O!!icer
G. ChatterBee' ,irector - Industrial
P... .ata(y' ,irector - Autooti%e
S.. .Eittal' ,irector - Research + ,e%elo#ent
A... Eu(herBee' ,irector - /inance + Chie! /inancial O!!icer
MiBay Aggar$al' Non Executi%e ,irector
>. E. .othari' Non Executi%e ,irector
Dhas(ar Eitter' Non Executi%e ,irector
S.N. Eoo(herBee' Non Executi%e ,irector
A.>. Par#ia' Non Executi%e ,irector
S.D. RaheBa @Alternate , S Pare(hA' Non Executi%e ,irector
&. &ong' Non Executi%e ,irector
.O1:)$ .O457=8
7nerg+ neit!er can be created nor destro+ed, It can be c!anged fro* one
4or* to anot!er, I 5aw of conservation of energ+,
A "attery is #erha#s the only gi!t o! science $here eclectic energy is stored "y eans o!
electrocheical #otential generated "y electro) cheical reactions. @Cheical reactions initiated
"y electric $hich ta(es #lace $ith the eans o! electron exchange "et$een the reactantsA. As and
$hen re<uired' the stored energy can "e con%erted "ac( to electrical energy through siilar
electro cheical reactions. In certain cases' the electrocheical reaction con%erting the energy
trans!oration is not re%ersi"le. Such "atteries are called #riary cells' $here the electro
cheical reactions go%erning the energy trans!oration is re%ersi"leP the cells are turned as
secondary cells. Se%eral cells' $hen connected in a designed anner gi%e a set o! a "attery. In
this electrical energy can "e stored through charging the. This energy can "e extracted as and
$hen needed till the entire charge is exhausted through a cheical reaction. The #rocess o!
"attery anu!acturing is concerned $ith creating and sustaining electro cheical #otential
di!!erences .the #otential di!!erence is aintained "et$een t$o sur!aces called electrodes or
#lates. These electrodes or #lates are surrounded in an en%ironent' $hich connects the and
hel#s the to sustain the #otential di!!erence. This usually consists o! a ediu called
electrolyte. In case o! lead acid "atteries' $hich are the #roducts o! the organi9ation' the
electrodes or #lates are ade o! lead and diluted sul#huric acid is used as electrolyte.
&:SI97SS .O4I57=8
1, /uto*otive &atteries,
In the doestic ar(et' the Co#any sells its #roducts under ENI,E' S/' SONIC and
Standard /uru(a$a Drands. ENI,E and IS/F are its !lagshi# "rands. In the international ar(et
the #roducts are sold ainly under ,JNEN' IN,EN + SONIC "rands. The Co#any su##lies
"atteries to alost all the car and t$o)$heeler anu!acturers in the country.
The Co#any has a distri"ution net$or( co#rising o%er ;222 dealer outlets. These outlets are
su##orted "y ; regional o!!ices and 31 "ranch o!!ices. The Co#any also ex#orts "atteries to the
Eiddle East' *a#an and CIS countries.
The Co#any has a ar(et share o! =3O in case o! Autooti%e OEE and =2O in case o!
Organi9ed Retail. The Co#any also anu!actures su"arine "atteries.
2, Industria% &atteries,
The Co#any designs and anu!acture its industrial "atteries in a $ide range !ro 3.L Ah to
32'?22 Ah in con%entional !looded and Mal%e Regulated Lead Acid @MRLAA design. In doestic
ar(et' the Co#any sell its #roducts ainly under ENI,E' IN,EN' S/' CEIL + PO&ER
SA/E "rands and in the international ar(ets ainly under CEIL' C>LORI,E and IN,EN
"rands.
Industrial "atteries are o! three ty#es' Con%entional lead acid "atteries' MRLA @Mal%e regulated
lead acid "atteriesA "atteries and Nic(el)Cadiu "atteries.
Doth organi9ed and unorgani9ed #layers co#ete in the OEE and retail industrial "attery
ar(ets. Industrial "atteries cater ostly to the in!rastructure sector such as rail$ays' teleco'
#o$er #lants' solar cells and other industrial segents such as uninterru#ted #o$er su##ly'
in%erters and traction "atteries. Exides In%a tu"ular "atteries !or In%erter a##lications $ere
introduced in 3222 and Tele tu"ular !or Teleco Sector introduced in the year 322= has created
%olue gro$th.. The Co#any also anu!actures industrial "atteries !or niche segents such as
iners ca# la# "atteries and su"arine "atteries.
3, Sub*arine &atteries,
The Co#any also anu!actures high)end su"arine "atteries @Ty#e :' 3 + 6A. The Co#any
anu!actures t$o to three su"arine "atteries a year to eet the countrys de!ence re<uireents.
The Co#any is one o! the !i%e co#anies in the &orld $hich has the ca#a"ility to a(e
su"arine "atteries !or "oth Russian and Geran ty#es. &ith the go%ernents #erission' in
recent years' the Co#any has ex#orted to Algeria.
0/9:4/)$:I9? 4/)I5I$I7S I9 I91I/
/..5I)/$IO9S
/, $/9S.O$C)
Q oad= Datteries !or cars' otorcycles' light and hea%y duty' coercial Mehicles' "uses
and road rollers.
Q ai%wa+s= Datteries !or starting diesel engines' train lighting' air conditioning' Signaling'
teleeter control e<ui#ent etc.
Q /ir= Datteries !or aircra!t ground starting and auxiliary #o$er during /light.
Q Sea= Datteries !or counication' stand"y #o$er systes' su"arine'And other
"oards.
&, 0I9I9?= ) Einors ca# la# Datteries.
), )O00:9I)/$IO9=)Datteries !or telecounication' tele#hone exchange and
icro$a%e stations.
1, .OB7=)Datteries !or #o$er station tri# circuit "rea(ers' contractors' eergency
#o$er control roo' indicating la#s and alar systes.
7, 17479)7= Eain #ro#ulsion "atteries !or >,& su"arines ,e!ense trans#ortation'
ared ilitary %ehicles @trans#ortA. Datteries !or control systes on hea%y artillery
Datteries !or under $ater #ro#ulsion o! tor#edoes. Datteries !or !ighter air cra!ts @EIGA
4) 0O$I<7 .OB7=)
/or( -li!ts' Elect) %ehicles @D>ELA' #lat!or truc(s' #allet truc(s and Stac(ers.
?) SO5/=)
S#ecially designed' lo$ aintenance "atteries !or SPM a##lications.
Q Reote a##licationsC Relia"le and eco) !riendly solar #hoto %oltaic @SPM A Systes !or
counication' health centers' schools' radios and sets and counity lighting syste.
Q Street lighting systeC /or areas $here a%aila"ility o! electricity is non existing or interittent'
solar #o$er street systes
Q Rail$ay signaling systeC S#eci!ically designed SPM systes !or rail$ay signaling.
-) S$/91&C .OB7= ) 0PS' teleco' #o$er #lants + su"stations.
I) .O$/&57 .OB7=) Search light' eergency light' edical electronic' %ideo
caeras' testing and easuring' arine and o!! shore e<ui#ents.
;) .OB7 757)O9I)S= 8 IPo$er Gen In%erters C Eergency stand"y #o$er su##ly
!or doestic users and institutional "uyers. Dattery chargersC
aA /lexi chargers
"A Personal chargers
cA Traction chargers
dA SEPS "ased MRLA charger !or teleco
eA Eini chargers !or otor cycles @ENA
Gol! cart "atteries Ta"ular !or in%erter22=6 MRLA !or 0PS
Syste
Rail$ay Starter Einer7s Ca# La# Plante
O: ?5O&/5 .7S79)7
/uto*otive e6ports
Q Exide Industries India is o! the largest anu!acturers o! Lead Acid Storage Datteries in
&orld' ar(eting its #roducts to &estern Euro#e' Eiddle East' A!rica' South Aerica' SAARC
and South East Asian Countries.
Q ENI,ER' C>LORI,E' IN,EN' ,JNEN' Standard /uru(a$a' S/ SONIC' *0PITER'
CONREN are all "rands in $hich $e ar(et our #roducts glo"ally.
Q The co#any has a technical colla"oration $ith Shin .o"e ,en(i' *a#an' the a(ers o!
the >itachi "rand o! "atteries' and /uru(a$a Dattery Co#any' *a#an
Q Exide India has its o$n R+, Centre' $hich is continuously designing and de%elo#ing
"atteries !or International and ,oestic ar(et.
Q ISO8TS - :?4;4 - gi%e the entire literature.
Q Exide are the OEE su##liers to alost e%ery car anu!acturer o! re#ute ) E.g.C General
Eotors' Toyota' >yundai' TATA Eotors' Earuti' /IAT' Leyland' Renault' >onda to nae a !e$.
Alost 12O o! car anu!actured in India are !itted $ith a "attery anu!actured "y us.
/wardsJ )ertificates and ecognitions=8
Exide >aldia had a rich haul at the )II awards cereony in .ol(ata !or 21)24 $inning !i%e
a$ards in di!!erent categories.
At the CII @Eastern RegionA a$ards cereony in .ol(ata !or 21)24 Exide Shyanagar $on
)II .roductivit+ /ward ):ST Pri9e in category GAF !or Signi!icant I#ro%eent in
Producti%ity during the year
)II Eua%it+ /ward - Certi!icate o! A##reciation !or Coenda"le e!!ort in the area o! Total
Huality at the CII@ERA Huality A$ard 3221)24
4or Industria% .%ant
(/) Co#anys Plant at Shanagar' &est Dengal is an ISO8#((1 A ISO814((1 Certi!ied "y
T0M)NOR,' Gerany. It has secured the !ollo$ing a$ards and recognitionsC
Certi!icate o! A##reciation !or Coenda"le E!!ort in Total Huality - "y CII - 3226
Certi!icate o! A##reciation !or Coenda"le E!!ort in Energy Conser%ation - "y CII - 3226
Certi!icate o! Eerit !or Eost Signi!icant Achie%eent in Total Huality Eanageent- "y CII)
322; + 322L
Certi!icate o! A##reciation !or Dest Practice in Industrial Relations - "y CII -322L)2?
:st Position !or Sustaining a >igh le%el o! Producti%ity A$ard Contest - "y CII - 322?)2=
Eost Signi!icant I#ro%eent in $E0 Huality A$ard Contest - "y CII - 322?)322=
(&) Co#anys Plant at >aldia' &est Dengal is an ISO)422: and ISO :;22: certi!ied "y T0M)
NOR,' Gerany. It has secured the !ollo$ing a$ards and recognitionsC
Huality A$ard "y CII)3226 + 322?
Producti%ity A$ard !ro CII ICategory A)3226
Sa!ety A$ard !ro CII) 3226
A$ard !or Dest Practices in Industrial Relations - "y CII )322;
Indal Tro#hy !or >R,) "y CII) 322L + 322=
.roductivit+ /ward) "y CII)322L
Certi!icate o! A##reciation !or Energy Conser%ation) "y CII) 322L
7nviron*ent 76ce%%ence /ward8 "y &est Dengal Pollution Control Doard + Indian Cha"er
o! Coerce ) 322L
I$) $rop!+ !or Sa!ety' >ealth + En%ironent ) "y CII - 322=
()) Co#anys Plant at >osur' Tailnadu is an ISO)422:' ISO 8 TS):?4;4 and ISO):;22:
certi!ied "y T0M)NOR, o! Gerany. It has secured the !ollo$ing a$ards and recognitionsC
:22 PPE a$ard !ro OEE custoer Aerican Po$er Cor#oration -*anuary 26
Huality a$ard !ro OEE custoer Toyota ) A#ril 26 + A#ril I2;
Sa!ety a$ard !ro Go%ernent o! Tailnadu ) A#ril26
:22 PPE a$ard !ro OEE custoer >yundai ) *une26
Sero PPE A$ard !ro OEE custoer Toyota - A#ril2;
?reen award !ro OEE custoer Toyota ) A#ril2;
Dest Huality su##lier a$ard !ro OEE custoer Toyota - A#ril2L
Sero PPE a$ard !ro OEE custoer Toyota) A#ril2L
Eua%it+ 1e%iver+ /ward !ro OEE custoer Toyota ) A#ril2L
/irst Pri9e in Dest Garden Co#etition @Industrial CategoryA a$arded "y Eysore >orticulture
Society - 322L
5eaders!ip and 76ce%%ence /ward in Sa!ety' >ealth + En%ironent "y CII -322?
Indian Eanu!acturing Excellence - GGoldF A$ard -!or Autooti%e Ancillary Category !ro
/rost + Sulli%an in 322?
CII)ENIE Dan( A$ard !or Strong Coitent to Excel "y CII in 322?
?th TERI Cor#orate En%ironental A$ard) Eay 2=
(1) Co#anys Plant at TaloBa' Eaharashtra is an ISO 8 TS):?4;4 + ISO :;22: Certi!ied. It has
secured the !ollo$ing a$ards and recognitionsC
Su##lier A$ard - Certi!icate o! A##reciation) "y >onda Siel Cars India Liited in 3223.
:st Co#any to "e #ut on EPCD &e"site !or using secured land!ill in 3226.
Eua%it+ Si%ver /ward b+ &ajaj in 2((6,
(7) Co#anys Plants at Chinch$ad' Eaharashtra and Da$al' >aryana are ISO 8 TS - :?4;4 and
ISO - :;22: certi!ied "y T0M - NOR, and the one at .anBurarg' Eaharashtra is an ISO -
422: certi!ied "y T0M - NOR,.
(4) The Co#any also secured Dest SE/ Dattery A$ard !or three consecuti%e years -322L)
322?)322=
The !ollo$ing ta"le de#icts the ISO certi!ications o! the
Co#anys %arious PlantsC)
A2"ORI1S ISO(''&:)''' ISO&%''&:&((; "S;(%(:)'')
S4A83A7AR
24I324A<AD
4A6DIA
4OSUR
"A6O0A
BA<A6
,A30AR8AR7
)-/.$786
esearc!
*et!odo%og+
1ata co%%ection
Priary data
Secondary data
Sa*p%ing tec!ni2ue
Sa*p%e size
:niverse
1/$/ )O557)$IO9=8
The tas( o! data collection "egins a!ter a research #ro"le has "een de!ined and research design8
#lan chal(ed out. &hile deciding a"out the ethod o! data collection to "e used !or study' the
researchers should (ee# in ind t$o ty#es o! data %ia .#riary and secondary.
.ri*ar+ data=
Priary data are o"tained "y a study s#eci!ically designed to !ul!ill the data o! the #ro"le at
hand .#riary data is collected during the course o! doing ex#erient "y using %arious ethod
o! data collection such as inter%ie$ ethod <uestionnaires ethod .Marious ethods o!
collections o! #riary data
:. O"ser%ation ethod
3. Inter%ie$ ethod
6. Huestionnaires ethod
;. Collection o! data through schedules
esearc!er !as used 2uestionnaires *et!od as co%%ection of pri*ar+ data,
Another ty#e o! data collected is secondar+ data,
Secondar+ data=
Secondary data eans in!oration that is already a%aila"le. Secondary data eans $hich are
not originally collected "ut rather o"tained !ro #u"lished data are a%aila"le inC
aA Marious #u"lications o! central' state and local go%ernents
"A Marious #u"lications o! !oreign go%t. or o! international "odies and their su"sidiary
organi9ations.
cA Technical and trade Bournals.
dA Doo(s and aga9ines.
Secondar+ data is co%%ected b+ researc!er wit! t!e !e%p of=8
Co#any docuents'
Doo(s
Pu"lished in!oration
&e"#age
S/0.5I9? $7)-9IE:7=8
In research uni%erse re!ers to total no. o! #articular ites in a de!ined area on a #articular tie. In
research generally it is not #ossi"le to select $hole #o#ulation !or sur%ey. So researcher uses
sa#ling techni<ue !or research. The selection #rocess o! sa#ling is called sa*p%ing
tec!ni2ue,
$+pes of sa*p%ing tec!ni2ue=8
1, .robabi%it+ sa*p%ing
Si#le rando sa#ling
Cluster sa#ling
Systeatic sa#ling
Strati!ied sa#ling
2, 9on probabi%it+ sa*p%ing
Huota sa#ling
*udgent sa#ling
Con%enience sa#ling
,eli"erate sa#ling
esearc!er !as used convenience sa*p%ing,
S/0.57 SIH7
Part o! the uni%erse $hich is selected !or sur%ey is called SAEPLE SISE. Researcher ust
#re#are a sa#le design !or his study i.e.' he ust #lan ho$ a sa#le should "e selected and o!
$hat si9e such a sa#le $ould "e.
Sa*p%e size of researc! is=8
:2 in case o! dealer sur%ey
32 in case o! custoer sur%ey
:9I<7S7
In research uni%erse re!ers to total no. o! #articular ites in a de!ined area on a #articular tie.
Researchers uni%erse is ,a#odi' Dhosari' Mishal nagar' Tatha$ade' Nigdi.
)-/.$78"
1ata /na%+sis and
Interpretation
)-/.$78"
1ata /na%+sis and
Interpretation
Analysis o! Custoer Huestionnaire
Eue,1 !ow wou%d +ou rate +our %eve% of satisfaction wit! co*pan+ in regards to priceA
va%ueD
Alternati%e Custoer res#onse Kage
76ce%%ent 1 5
<er+ good # 45
?ood 6 3(
4air 3 15
.oor 1 5
LO custoers are greatly satis!ied $ith #roduct #rice.
;LOcustoers are !ully satis!ied $ith #roduct #rice.
62O custoers are satis!ied $ith #roduct #rice.
Eue2. -ow wou%d +ou rate t!e product of co*pan+D
Alternati%e Custoer res#onse Kage
/air 3 15
Good 13 65
Excellent 3 15
Su#er" 1 5
?LO custoers rate the #roduct as good.
:LO custoers rate the #roduct as excellent.
:LO custoers rate the #roduct as !air.
Eue3, 76ideLs product !ave to i*prove on 2ua%it+D
Alternati%e Custoer res#onse Kage
Strongly agree 3 15
Agree 12 6(
Neither agree nor disagree 5 25
,isagree
strongly disagree
?2O 2! custoers are agree that co#any should i#ro%e <uality o! #roduct.
3LO 2! custoers ha%e no idea a"out <uality i#ro%eent.
No custoer is in !a%or o! not to i#ro%eent the <uality o! #roduct.
Eue4, -ow wou%d +ou rate t!e services of 76ide Industries 5td,
Alternati%e Custoer res#onse Kage
76ce%%ent 1 5
<er+ good 6 3(
?ood 4 2(
4air " 35
.oor 2 1(
:2O custoer says that co#any #ro%ides #oor ser%ice.
LO custoer thin(s that co#any #ro%ides excellent ser%ice.
6LO custoers are in !a%or o! !air ser%ice.
Eue5, -ow wou%d +ou rate +our %eve% of overa%% satisfaction wit! )o*pan+
Alternati%e Custoer res#onse Kage
76ce%%ent 1 5
<er+ good 12 6(
?ood 1 5
4air 5 25
.oor 1 5
Total satis!action $ith co#any o! custoers is ?2O
LO are not satis!ied $ith co#any.
Eue6, -ow did +ou !ear about co*pan+Ls productD
Alternati%e Custoer res#onse Kage
Ad%ertiseent :2 L2
Sales re#resentati%e : L
Colleague8 !riend L 3L
Other ; 32
Ad%ertiseent is aBor source o! a$areness to custoers. @L2OA
Colleague 8!riend #lays 3LO role in a$areness o! #roduct.
Eue", -ow %i'e%+ are +ou to reco**end 76ide Industries 5td, to a friend or re%ativeD
Bou%d +ou sa+ t!e c!ances are MD
Alternati%e Custoer res#onse Kage
76ce%%ent 3 15
<er+ good 5 25
?ood 11 55
4air
.oor 1 5
Norally LLO custoers $ill recoend to their !riend OR relati%e to "uy the #roduct.
The chances not to recoend relati%e are %ery !e$ are LO.
Excellency !or this is only :LO.
Eue3, Bou%d +ou %i'e to purc!ase t!e product of co*pan+ in futureD
Alternati%e Custoer res#onse Kage
,e!initely 6 3(
Pro"a"ly # 45
De unsure 5 25
Pro"a"ly not
,e!initely not
,e!initely 62O custoer $ill "uy the #roduct in !uture.
Pro"a"ly ;LO custoer $ill "uy the #roduct in !uture.
3LO custoers are unsure !or their !uture #urchasing.
Eue#, Cou be%ieve )o*pan+ deserves +our %o+a%t+,
Alternati%e Custoer res#onse Kage
Strongly agree 3 15
Agree 1( 5(
Neither agree nor disagree 5 25
,isagree 2 1(
strongly disagree
:LO o! custoers are strongly agreed on co#any loyalty.
3L O are neither agree nor disagree on co#any loyalty.
L2O are agreed on co#any loyalty.
Eue1(, 1o +ou t!in' co*pan+ is fo%%owing custo*ize so%utionD
Alternati%e Custoer res#onse Kage
Strongly agree 6 3(
Agree 1( 5(
Neither agree nor disagree 2 1(
,isagree 1 5
strongly disagree 1 5
>al! o! the custoers thin( that co#any is !ollo$ing custoi9e solution.
:2O custoers thin( that co#any is not !ollo$ing custoi9e solution.
/na%+sis of 1ea%er Euestionnaire
Eue1, -ow wou%d +ou rate t!e overa%% 2ua%it+ of +our re%ations!ip wit! co*pan+N
considering a%% of +our e6periences wit! t!e*D Bou%d +ou sa+ it isD
alternati%e ,ealer res#onse Kage
76ce%%ent 5 5(
<er+ good 3 3(
?ood 1 1(
4air
.oor 1 1(
O
L2O o! the dealers are ha%ing excellent relationshi# $ith co#any.
:2O dealers do not "elie%e in co#any relationshi#.
:2O dealers are ha%ing good relationshi# $ith co#any.
Eue2, -ow wou%d +ou rate +our %eve% of satisfaction wit! )o*pan+ in regards to custo*er
serviceD
alternati%e ,ealer res#onse Kage
76ce%%ent 3 3(
<er+ good 6 6(
?ood
4air 1 1(
.oor
62O dealers "elie%e in excellent ser%ice o! co#any..
:2O dealers "elie%es in !air ser%ice o! co#any
Alost ?2O dealers "elie%e in %ery good ser%ice o! co#any
Eue3, /re t!e profit *argin given to +ou is,
alternati%e ,ealer res#onse Kage
Satis!actory ; ;2
Good ; ;2
/air 3 32
Poor
Eargin #ro%ided "y co#any could satis!y only ;2O dealers.
;2O dealers thin( that argin is good.
62O dealers thin( that argin is !air.
Eue4, 1o +ou t!in' t!e de%iver+ ti*e is too *uc! for productD
alternati%e ,ealer res#onse Kage
Strongly agree
Agree 1 1(
Neither agree nor disagree 2 2(
,isagree 3 3(
strongly disagree 4 4(
There is no single dealer $ho says that deli%ery tie is too uch.
;2O are strongly disagree that deli%ery tie is too uch
32O are neither agree nor disagree $ith deli%ery tie.
Eue5, $!ere are no bonus JincentiveJgifts for dea%er
alternati%e ,ealer res#onse Kage
Strongly agree 1 1(
Agree 2 2(
Neither agree nor disagree 3 3(
,isagree 1 1(
strongly disagree 3 3(
:2O dealers says that there is "onus OR incenti%e !or the.
62O are neither agree nor disagree $ith "onus OR incenti%e.
62O strongly "elie%e in "onus + incenti%e o! co#any..
Eue6, $!e co*pan+ does not %isten to co*p%aint and grievance,
alternati%e ,ealer res#onse Kage
Strongly agree 1 1(
Agree 2 2(
Neither agree nor disagree 1 1(
,isagree
strongly disagree 6 6(
:2O dealers "elie%e that co#any do not listen any co#laint.
:2O dealers are neither agree nor disagree $ith this.
?2O dealers strongly "elie%e that co#any listen their co#any.
Eue", $!e co*pan+ is ab%e to survive because of t!e
alternati%e ,ealer res#onse Kage
Huality o! the #roduct " "(
Price o! #roduct 1 1(
No co#etitor
Drand nae 2 2(
Custoer satis!action
=2O dealers "elie%e that co#any is sur%i%ing in ar(et "ecause o! <uality.
According to sur%ey 32O dealers thin( co#any is sur%i%ed "ecause o! Drand nae.
:2Odealers "elie%e that co#any is "ecause o! its #roduct.
Eue3, $!e organization does not ta'e suggestion fro* dea%er
alternati%e ,ealer res#onse Kage
Strongly agree 2 2(
Agree
Neither agree nor disagree 4 4(
,isagree 3 3(
strongly disagree 1 1(
Strongly suggestions ta(en "y are only :2O dealers.
32O dealers thin( that co#any do not ta(e any suggestion..
;2O are neither agree nor disagree !or the sae
Eue#, Cou be%ieve )o*pan+ deserves +our %o+a%t+,
alternati%e ,ealer res#onse Kage
Strongly agree 5 5(
Agree 3 3(
Neither agree nor disagree 1 1(
,isagree 1 1(
strongly disagree
>al! o! dealers strongly say that co#any deser%es their loyalty.
:2Odealers are not in !a%or o! co#any loyalty.
:2O dealers are neither agree nor disagree $ith this.
Eue1(, Bou%d +ou %i'e to continue for t!e co*pan+ in futureD
alternati%e ,ealer res#onse Kage
,e!initely # #(
,e!initely not 1 1(
De unsure
Pro"a"ly not
Pro"a"ly
42O o! dealers $ant to "e continuing !or the co#any.
:2O dealers do not $ant to "e continuing !or co#any.
)-/.$783
Observation and 4indings
Observation and 4indings
Custoer #oint o! %ie$
12 O o! custoers are satis!ied $ith #rice o! the "atteries o! co#any.
1L Oo! the custoers are satis!ied $ith #roduct.
=L O o! custoers $ant to i#ro%eent in <uality.
LL O o! custoers are satis!ied $ith ser%ice o! co#any.
Totally =2O custoers are satis!ied $ith co#any at all.
A total o! L2O custoers hear a"out co#any "y ad%ertiseent + 32O "y
relati%e O!riend OR college
In !uture 4LO o! custoer $ill recoend to his relati%e OR !riend.
=LO o! #resent custoers $ant to "e continuing !or co#any.
?L O custoers thin( that co#any deser%es their loyalty.
12 O custoers thin( that co#any custoi9es their solution.
,ealer #oint o! %ie$P)
42 O dealers ha%e good relationshi# $ith co#any.
42O dealers are satis!ied $ith ser%ice #ro%ided "y co#any.
12O dealers are satis!ied $ith argin gi%en "y co#any.
42O dealers are satis!ied $ith deli%ery tie ta(en "y co#any.
=2O dealers are satis!ied $ith "onus and incenti%e gi%en "y co#any.
?2O dealers say that co#any listen their co#laintT grie%ances.
=2O dealers say that co#any is sur%i%ing in ar(et "ecause o! Huality Product.
32O dealers say that co#any is sur%i%ing in ar(et "ecause o! Drand Nae.
;2O dealers say that co#any ta(es their suggestions.
42O dealer says that co#any deser%es their loyalty.
42O dealers $ant to reain in !uture.
)-/.$
78#
Suggestions
Recoendations + Suggestions
Custoer oriented
Co#any should #ro%ide "etter custoer ser%ice.
Co#any should i#ro%e $arranty #eriod.
Co#any ay #ro%ide hoe deli%ery ser%ice.
Prices should "e !air.
Detter ser%ice $ith no addition o! extra cost.
Should #ro%ide !ree ser%ice ca#.
Eaintain continue custoer relationshi#.
Target the custoer according to their need.
,ealer oriented
Co#any should #ro%ide ore ser%ice ca#s.
Scra# "attery should #urchase at ore #rice.
Should i#ro%e ser%ice.
,o not #ro%ide dealershi# in near"y area.
Should i#ro%e <uality.
Co#any can gi%e ore argins to dealers.
Pro%ide ore !lexi "oard to dealers.
Pro%ide ore !lexi "oard to dealers.
Co#any should %isit the dealers a!ter regular inter%al.
Gi%e ore attention on #rootion acti%ity o! dealers.
)-/
.$7
81(
5i*it
ations
5i*itations
General
,i!!erence in ethodology.
Lac( o! counication
Consuer "eha%ior.
A##lying sae techni<ue to consuer as $ell as industrial goods.
O"Becti%e is not deterined.
Huestionnaire is not designed according to o"Becti%e.
Al$ays res#ondent is not correct.
Researcher itsel! has used "iasness.
&ithin a tie s#an o! t$o onths it $as di!!icult to co%er $hole o! Nashi(
district.
Huestionnaire !illed in t$o onths $as only :22 in nu"er so analysis #art ay
indulge soe $rong analysis.
&hole #roBect $as liited to area o! Nashi( district so it ay "e #ossi"le that
res#onse o! another district or area ay "e di!!erent.
&rong res#onse "y custoer $hile !illing <uestionnaire ay result in $rong
analysis.
:. The study $as liited carried out in Pune and its %icinity $ith sa#le si9e o! :22
3. Tie $as a constraint in study as only L2 day allotted.
6. The in!oration gathered $as "ased on custoers res#onse to <uestionnaire.
E%en then a genuine atte#t has "een ade to get correct data !ro the.
;. Sa#le dra$n need not "e true re#resentati%e and ay ha%e led to sae Sa#ling
error.
L. /inancial !actors are not considered.
?. Suggestions are not %eri!ied.
i# AREA "IMITATION# "he study -as limited to Pune city only# 4ence !ndings may
di=er from other parts of India -here I have not visited
ii. NON$RESPONSE ERROR# It is almost impossible to obtain data from each >
every respondent covered in sample# "here are al-ays some respondents -ho
refuse to give information
iii. "IMITED SOURCE O% DATA CO""ECTION# Sources of data for collection of
secondary data -ere limited
i&# TIME CONSTRAINT# "here -as time constraint to this project# "he project has
to be completed -ithin ) months#
&# 'USY RESPONDENT# 8any times respondents -ere so busy that they didn?t t
give reply# "here -ere biased replies also#
&i# OT!ER REASONS# "here -ere heavy rains during the period of survey# So there
-as many times problem in conducting survey > transportation#
5ocating t!e target Sub 1ea%ers of Sa*sung 7%ectronics is ver+ ti*e
consu*ing,
Sa*p%e size is %i*ited due to t!e %i*ited period for surve+,
$!e %ocation of Sub 1ea%ers to cover t!e various areas of t!e cit+ is tedious
and ti*e consu*ing,
?etting accurate response fro* t!e respondents due to t!eir in!erent
prob%e* is difficu%t, $!e+ *a+ be partia% or refuse to cooperate,
espondents *a+ not be at s!op and *a+ !ave to re contact or rep%ace b+
ot!ers,
$!e stud+ was %i*ited to .i*pri8)!inc!wad A .une cit+ on%+,
/s t!e Surve+ ref%ects on%+ one ti*e fra*e of t!e &usiness +ear t!e findings
t!at we get *a+ not stand for t!e w!o%e +ear, -ence t!e resu%ts are on%+ for
t!e ti*e period fro* 0a+8;u%+ and do not tota%%+ ref%ect t!e annua%
perfor*ance of t!e co*pan+,
"he !ndings and suggestions have been based on the
observations made during the t-o months#
A more detailed study could not be carried out due to the time
constraint of t-o months
"he facts !gures are not completely accurate as they are updated
regularly# 5et I have tried my best to collect as updated data as
possible#
Anoher one
"he survey -as limited for Pune region only#
Random sampling of chemists -as done under the mar.et survey#
Due to the restricted time frame the sample si@e -as small# Bigger sample
si@e -ould have made fe- aspects more clear#
Sales accounts for Doctor?s prescription as -ell as over the counter sale#
<hile intervie-ing+ the response to each Auestion -as not possible for fe-
chemists+ so it is not possible to get perfect perception of intervie-ee#
Afternoon time is only the time -hen retailers entertain+ for rest of the time is
considered as rush hoursB so researcher can target maCimum of D*E retailers
per day#
indings are representative of sample si@e and composition#
Since the sa#le si9e $as sall "ut re#resentati%e' care should still "e ta(en $hile
generali9ing the !indings. @Sa#le si9e $as :L2A.
,ata collected !ro sall and ediu ad agencies.
Results li.ely to vary if either of t-o Fcomposition or sample si@eG changes#
&G "he survey -as restricted to selected areas in Pune 2ity only#
)G "he time duration of this survey -as H' days only#
IG Rainy season -as main hurdle for this survey#
%G "he response from the respondents -as fair enough but not up to the mar. or
good enough#
HG "his project -as only restricted to the residential properties of ,B2 > not
commercials > others#
;G "he survey area -ere too far as the city is big enough -hich caused many
transportation problem#
()*hf(hf+oie,
&G "he project has been restricted for only 2ID2O area#
)G Some customers refuse to co*operate and do not disclose their
7uanine opinion#
IG 2ustomer information is highly con!dential+ so organi@ation doesn?t disclose
it properly#
%G "he outlet is ne-ly setup so the system and the processes are not at par#
HG Respondent?s ans-ers might have inJuence or bias#
;G Information is collected from the Subhi.sha customers only#
DG 8a.ing appointments to the 8anagement personnel is tough job+ because
they are very busy#
EG "he -eather in these months -as very bad so customers -ere avoiding to
interact#
In mar.et research + the collection of correct data and other relevant
materials are reAuired but the data collection depends upon the researcher and the
respondents# 4ence some dra-bac.s or limitations are bound to eCist in the study#
"hese limitations -ere as follo-s:
&G 8ostly the civil industry -as targeted#
Out of all the major industries+ mostly the civil and the construction industry
-as targeted+ as this sector has been the most lucrative sector for the
company till date
)G Study -as limited only upto Pune city
"his study -as limited to Pune industrial areas but the !ndings may di=er for
other parts of India -here I have not visited#
IG "elephonic intervie-s -ere conducted in some cases
Places -here the respondents -ere not physically met+ telephonic intervie-s
-ere carried out#
%G 3o Proper Information
In some cases I have observed that after as.ing Auestions to concerned
person+ he gives -rong ans-er to the Auestion or says that he does not .no-#
1#g# * In some company even maintenance manager does not .no- ,KA
rating at the diesel generator and the year of purchase#
HG 3on*cooperative respondents:
Some times it happens that even after ta.ing appointment they refuse to
meet due to -or. overload+ lac. of time or any other reasons# In some case
it happened that respondents denied giving information# Also some may give
purposefully -rong information#
;G 4uman factors:
Some times it also happened that researcher as.s Auestion something else
and the respondent perceives something else# "his happens due to human
limitations li.e behavior+ attitude and perception are not stable at all point of
time -hich -ill lead to mista.es#
DG Resources:
"o conduct the research+ one of many resources is time > money# 4o-ever
the limitation had been e=ectively counter balanced as far as possible# But
still this limitation may a=ect the judgments#
Ina(e-+ae infor.aion# 8any 2orporate did not reveal business related
information li.e their competitors+ the ne- projects+ so due to -hich some of
the Auestions -ere not ans-eredL!lled properly or accurately#
Due to limitations of Secondary data+ many consultants -ho -or. for many
3"P2s + industries+ many projects etc#+ -ere not being found out#
Sa.ple si/e# As a number of respondents in Pune > 8umbai -ere -idely
spread all over the city+ so it -as diMcult to cover all the areas in such a short
span of time so for the convenience I too. )D as my sample si@e#
8any respondents could not give suMcient time to ans-erL!ll the
Auestionnaire#
Due to rainy season during duration of my project it -as very diMcult to
approach the corporateB as a result I -as short to visit no# of corporate in a
day#
Some of them as.ed -hy should they give information and they are afraid to
give the information because if the company mis utili@e the information#
"he address of many respondents had changed+ so it -as diMcult to contact
those respondents#
As I -as not given any information on price by the company so some of the
respondents didn?t entertain me as they -anted to .no- !rst the price of the
barrier#
"he Rail-ay Authority > the Airport Authority -ere mostly reluctant in giving
any information#
8any of the respondents -ere reluctant in giving any appointment so -ere
not able to be intervie-ed#
1ight -ee.s period -as not suMcient to go through the entire topic# or
thorough study it needs more time# It -as also diMcult to ma.e !eld study or survey
under the scorching sun of 0une# But the major diMculty faced -as the eCtreme non
*cooperation of the oMcials about the data# "hey -ere very much reluctant about
this matter+ -hich made the study more tiresome# 8oreover+ it -as Auite impossible
to conduct survey of each and every outlet in such a short span of time#
Overcoming the odds+ I tried my level best to synchroni@e all the facts+ reali@ations
and information gathered in an orderly -ay -ithin the course of this project#
Ethical
In!oration gi%en "y anageent is "iased.
Researcher is not gi%ing true #icture.
In!oration is isused.
/orcing the res#ondent to gi%e #ersonal ans$er.
Pseudo search "y researcher @PreBudiceA.
C>APTER)::
Suary
Exide Technologies is the Indias largest #roducer o! autooti%e lead)acid "atteries !or
autooti%e and industrial a##lications. Exide industries #ro%ide a co#rehensi%e range o!
stored electrical energy #roducts and ser%ices !or industrial and trans#ortation a##lications.
The #roBect $as carried out !or study and analysis the dealers net$or( and consuers
#erce#tion a"out Exide "atteries in Pune.
It $as done ainly to (no$ the satis!action le%el o! the dealers against the di!!erent
ser%ices #ro%ided "y the co#any and also to (no$ the consuers satis!action against
the #roduct and ser%ices #ro%ided "y the dealers.
/or o%er 1L years' Exide Industries Liited has #ioneered "attery technology in India. It is the
only co#any in the country to design and anu!acture "atteries !ro 3.L A> ) 32?22 A> in
con%entional !looded and MRLA design.
Exide is only co#any $hich anu!actures sub*arine batter+ in Asia. Exide has
res#onded to de!ense needs $ith our indigenous "atteries !or the Indian Na%ys Geran
design >,M su"arines.
Autoo"ile anu!acturers are aong the largest co#anies in the $orld. These cor#orations are
o!ten ultinational' eaning they ha%e su"sidiaries and anu!acturing #lants in any di!!erent
countries. These co#anies o!ten share #arts' use #arts ade in !oreign !actories' or asse"le
entire cars in !oreign countries. The three aBor autoo"ile anu!acturers in the 0nited StatesU
General Eotors Cor#oration' /ord Eotor Co#any' and Chrysler' !orerly ,ailerChrysler AG
U#ro%ide uch o! the industry7s total direct e#loyent in the 0nited States' "ut increasingly
!oreign autoa(ers' such as Toyota Eotor Cor#oration and Nissan Eotor Co.' Ltd.' are "uilding
autoo"ile asse"ly #lants in the 0nited States.
In 3221' ore than =2 illion otor %ehicles' including cars and coercial %ehicles $ere
#roduced $orld$ide. In 322=' a total o! =:.4 illion ne$ autoo"iles $ere sold $orld$ideC 33.4
illion in Euro#e' 3:.; illion in Asia)Paci!ic' :4.; illion in 0SA and Canada' ;.; illion in
Latin Aerica' 3.; illion in the Eiddle East and :.; illion in A!rica.
The Indian autooti%e co#onent industry is doinated "y around L22 #layers $hich account
!or ore than 1LO o! the #roduction. The turno%er o! this industry has "een gro$ing at a
aoth 31.2LO #er annu !ro 3223)26 on$ards as illustrated in /ig. $hich clari!ies its
eergence as one o! India7s !astest gro$ing anu!acturing sectors.
The glo"al "attery ar(et is estiated at around 0S 5::"n and is highly consolidated' $ith the
To#)6 #layers constituting a"out LLO o! the ar(et - *ohnson Controls @62OA' Exide Tech
@:;OA and GS Juasa @::OA.The Co#any has a ar(et share o! =3O in case o! Autooti%e
OEE and =2O in case o! Organi9ed Retail. The Co#any also anu!actures su"arine "atteries
Exide >aldia had a rich haul at the CII a$ards cereony in .ol(ata !or 21)24 $inning !i%e
a$ards in di!!erent categories. Co#anys Plant at Shanagar' &est Dengal is an ISO)422: +
ISO):;22: Certi!ied "y T0M)NOR,' Gerany.
$!e surve+ resu%ted into fo%%owing conc%usions=8
=L O o! custoers $ant to i#ro%eent in <uality.
Totally=2O custoers are satis!ied $ith co#any at all.
=LO o! #resent custoers $ant to "e continuing !or co#any.
LL O o! custoers are satis!ied $ith ser%ice o! co#any.
42 O dealers ha%e good relationshi# $ith co#any.
42O dealers are satis!ied $ith deli%ery tie ta(en "y co#any
=2O dealers say that co#any is sur%i%ing in ar(et "ecause o! Huality Product.
12O dealers are satis!ied $ith argin gi%en "y co#any.
Co#any should i#ro%e $arranty #eriod.
Co#any ay #ro%ide hoe deli%ery ser%ice
Pro%ide ore !lexi "oard to dealers.
Co#any should %isit the dealers a!ter regular inter%al.
Gi%e ore attention on #rootion acti%ity o! dealers.
Di"liogra#hy
&ib%iograp!+=8
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Ear(eting anageent @Pearson educationA' IIcreating va%ueN satisfaction and
%o+a%t+ and ana%+zing consu*er *ar'ets.
Ser%ice ar(eting @S.E.*haA >ialaya Pu"lishing >ouse PPt!e foundation of
services *ar'eting,GG
Eatheatics and statistics @"usinessA E%erest Pu"lishing >ouse IIpopu%ation and
sa*p%eGG
Research ethodology @C.R. .othariA
'oo)s
&# Philip ,otler * 8ar.eting 8anagement
)# Philip ,otler and Armstrong * Principles of 8ar.eting
I# R#2# ,othari * Research 8ethodology
%# Station+ 0# <illiam * Introduction to 8ar.eting
Ma0a/ines
&# Business "oday and
)# Business India
Ne,spapers
&# "imes of India and+
)# 4industan F4indi 1ditionG
1e2 Sie
&# http:LL---#pepsi@one#com
)# http:LL---#comLcurrentcompanyNinfoLiondeC#html
I# http:LL---#pepsi#comLcurrentLdietNpepsiLproduct#html
%# http:LL---#pepsi@one#yahoo#com
/nne6ure
Euestionnaire for )usto*er
Eue1, 4or w!at purpose +ou are using t!e 76ide batter+D
aA 38$heeler "A 68$heeler cA ;8$heeler
dA Other #ur#ose
Eue2, In tota%N !ow %ong !ave +ou been a custo*er of 76ide industries %td,D
aA Less than one year "A One to under three years cA Three to under !i%e years
dA /i%e to !e$er than ten years eA ten years or ore
Eue3. -ow wou%d +ou rate +our %eve% of satisfaction wit! )o*pan+ in regards to priceA va%ueD
aA Excellent "A Mery Good cA Good
dA /air eA Poor
Eue4. -ow wou%d +ou rate t!e product of co*pan+D
aA /air "A Good cA Excellent
dA Su#er"
Eue5, 76ideLs product !ave to i*prove on 2ua%it+D
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue6, -ow wou%d +ou rate t!e services of 76ide Industries 5td,
aA Excellent "A Mery Good cA Good
dA /air eA Poor
Eue", -ow wou%d +ou rate +our %eve% of overa%% satisfaction wit! )o*pan+
aA Excellent cA Good eA Poor
"A Mery Good dA /air
Eue3, -ow did +ou !ear about co*pan+Ls productD
aA Ad%ertiseent "A Sales re#resentati%e cA Colleague8!riend dA Other
Eue#, )o*pan+ va%ues peop%e and re%ations!ips a!ead of s!ort8ter* goa%s,
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue1(, -ow %i'e%+ are +ou to reco**end 76ide Industries 5td, to a friend or re%ativeD Bou%d +ou
sa+ t!e c!ances are MD
aA Excellent "A Mery Good cA Good
dA /air eA Poor
Eue11, Bou%d +ou %i'e to purc!ase t!e product of co*pan+ in futureD
aA ,e!initely "A Pro"a"ly cA De unsure
cA Pro"a"ly not eA ,e!initely not
Eue12, Cou be%ieve )o*pan+ deserves +our %o+a%t+,
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue13, 1o +ou t!in' co*pan+ is fo%%owing custo*ize so%utionD
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue14, .%ease %ist t!e top t!ree reasons +ou initia%%+ beca*e a custo*er of )o*pan+ in
order of i*portance D(Open ended 2uestion)
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
Eue15, Is t!ere an+t!ing specifica%%+ t!at )o*pan+ cou%d !ave done different%+ to 'eep +ouD
(Open8ended co**ents)
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
Euestionnaire for 1ea%er
Eue1, In tota%N !ow %ong !ave +ou been a dea%er of )o*pan+D
"A Less than one year "A One to under three years cA Three to under !i%e years
dA /i%e to !e$er than ten years eA ten years or ore
Eue2, -ow wou%d +ou rate t!e overa%% 2ua%it+ of +our re%ations!ip wit! co*pan+N considering a%% of
+our e6periences wit! t!e*D Bou%d +ou sa+ it isD
aA Excellent "A Mery Good cA Good
dA /air eA Poor
Eue3, -ow wou%d +ou rate +our %eve% of satisfaction wit! )o*pan+ in regards to custo*er serviceD
aA Excellent "A Mery Good cA Good
dA /air eA Poor
Eue4, /re t!e profit *argin given to +ou is,
aA Satis!actory "A Good cA /air dA Poor
Eue5, 1o +ou t!in' t!e de%iver+ ti*e is too *uc! for productD
"A Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue6, $!ere are no bonus JincentiveJgifts for dea%er
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue", $!e co*pan+ does not %isten to co*p%aint and grievance
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue3, $!e co*pan+ is ab%e to survive because of t!e
aA Huality o! the #roduct "A Price o! #roduct cA No co#etitor
dA Drand nae eA Custoer satis!action
Eue#, $!e organization does not ta'e suggestion fro* dea%er
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue1(, , Cou be%ieve )o*pan+ deserves +our %o+a%t+,
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue11, )o*pan+ va%ues peop%e and re%ations!ips a!ead of s!ort8ter* goa%s,
aA Strongly agree "A Agree cA Neither agree nor disagree
dA ,isagree eA strongly disagree
Eue12, , Bou%d +ou %i'e to continue for t!e co*pan+ in futureD
"A ,e!initely "A Pro"a"ly cA De unsure
dA Pro"a"ly not eA ,e!initely not
Eue13, B!+ do +ou sa+ t!atD B!at specifica%%+ are +ou satisfied or dissatisfied wit! )o*pan+D
7nter response be%ow M (open8ended response)
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM
Eue14, Is t!ere an+t!ing specifica%%+ t!at )o*pan+ cou%d !ave done different%+ to 'eep +our
businessD (Open8ended response)
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WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW.
WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW.