A SUMMER INTERNSHIP REPORT

ON

CUSTOMER RELATIONSHIP MANAGEMENT WITH SPECIAL REFERENCE TO CREATIVE ENTREPRISES

CHANDIGARH GROUP OF COLLEGES

JHANJERI, MOHALI
SUBMITTTED FOR PARTIAL FULFILLMENT OF
MASTER OF BUSINESS ADMINISTRATION
(MARKETING)
(2017-19)

SUBMITTED TO: SUBMITTED BY:

ASST. PROFESSOR: SACHIN SUDAN GAUTAM PAREEK
1729638
FACULTY OF MANAGEMENT MBA- 2ND YEAR
(ASSISTANT PROFESSOR) (MARKETING)
ABOUT CREATIVE ENTERPRISES
Creative Enterprises has been in business for over eight years, catering to the packaging
industry. They manufacture Plastic Bags, Reclosable Bags, Gusseted Bags, Food and Fish
Bags, Mattress Bags, Garment Bags, etc. In short, their products have a wide range and
cater to a wide spectrum of needs.

•Plastic mailers
•Anti-static bags
•Freezer bags
•Shrink bags
•Bubble bags
•Flip-tops bags
•Bio-degradable
•Re-sealable
•Recyclable
•And so much more…..
 Creative Enterprises has been associated with quality, service and integrity in the
manufacture of polyethylene film and bags. They produce almost all color film in a
wide range of thicknesses. They also operate the latest conversion machinery, with
specialized capabilities such as automatic wicketing, gusseting and die cutting. In
addition they can expand their capabilities to accommodate your specific
requirements.
INDUSTRIES SERVED:
Their products ensure that your products are packaged, stored and transported
safely, many industries have specific needs and they are servicing the following
industries-
•Apparel industry
•Agricultural industry
•Consumer process industry
•Furniture covers
•Packaging industry
•Toy industry
 COMPANY PROFILE
HISTORY OF CREATIVE ENTERPRISES:

NATURE OF BUSINESS: Manufacturer

ADDITIONAL BUSINESS: Supplier
COMPANY CEO: C.P. Srivastava
TOTAL NUMBER OF EMPLOYEES: 50+
YEAR OF ESTABLISHMENT: 2010
LEGAL STATUS OF FIRM: Private ltd. Co. registered under Indian Companies Act 2013
Creative Enterprises started its operation as a manufacturer of Custom Poly Bags. Over
the passing years, the company expanded its business from customized plastic trade show
bags to plastic apparel bags that help grab the attention of potential customers, their bags
are designed to support the needs of industry across the spectrum.
Available in short, medium and long-run production, the products of Plus Packaging offer
quality, consistency and visual appeal. Their logo viewer comes in handy for showing what
your promotional plastic bags may look like or you may work directly with their team to
design something that suits your personality and needs.
TIE-UP WITH LOHIA CORP LTD:
Creative Enterprises has a tie-up with Lohia Corp Ltd. for the supply of plastic woven fabric
machineries. Lohia corp have been active for three decades in manufacturing industry
producing high technology and cost competitive industrial products for domestic and
export markets. Lohia Corp Ltd. has achieved status of a major global supplier of repute for
machinery for producing flexible woven sacks and fabric for a wide range of applications
with references in almost 80+ countries. They are committed to enhance their leadership
position by leveraging their core strengths to continuously innovate to create advantages
for all their stakeholders.
 PRODUCT PROFILE
Different types of plastic bags that Creative Enterprises offer:
High Density Polyethylene (HDPE) ;

One of the most common plastics used around the world, HDPE features a variety of qualities,
which makes it an excellent material for manufacturing plastic bags. It’s lightweight, relatively
transparent, water and temperature resistant, and has high tensile strength.
HDPE plastic bags can be found in restaurants, convenience stores, grocery stores, delis and even in
homes for storing and packaging purposes. HDPE is also used for garbage bags, utility bags, t-shirt
bags and laundry bags, among others.
Low Density Polyethylene (LDPE) ;

This type of plastic is commonly used for utility bags, food bags, bread bags as
well as bags with moderate strength and stretch properties. Though LDPE is
not as strong as HDPE bags, they are capable of storing bulk items, specifically
food and meat products.

Moreover, the clear plastic makes it easy to identify the contents, allowing
restaurateurs to keep up in the fast-paced setting of commercial kitchens.
Linear Low Density Polyethylene (LLDPE) ;

The main difference between LDPE and LLDPE plastic bags is that the latter has a
slightly thinner gauge. However, the best thing about this plastic is that there is no
difference in strength, which allows users to save money without any
compromise on quality.
LLDPE bags exhibit a moderate degree of clarity and are used for the
manufacturing of food bags, newspaper bags, shopping bags as well as
garbage bags. They can also be used for food storage in freezers and
refrigerators, due to which they are used for the storage of bulk food items
in commercial kitchens.

Medium Density Polyethylene (MDPE) ;

MDPE is comparatively clearer than HDPE but not as clear as LDPE. Bags that are made of MDPE
are not associated with high degree of strength, and neither do they stretch well, thus are not
preferred for the carrying or storing of bulk products.

However, MDPE is a common material for garbage bags and I generally used in consumer
packaging for paper products as such toiler paper or paper towels.
Polypropylene (PP) ;
PP bags are characterized by their remarkable chemical strength and resistance. Unlike other bags,
polypropylene bags are not breathable and are ideal for retail situations due to their shelf life. PP
is also used for food packaging, where items like candies, nuts, herbs and other confectionaries
can be easily stored in bags made out of it.

These bags are comparatively clearer than others, allowing users enhanced visibility. PP bags are
also great for heat-sealing due to their high melting point, and like other plastic bags options, are
USDA and FDA approved for food handling.
 MACHINERIES
Types of Machineries at Creative Enterprises:
Fully automatic plastic mesh bag making machine

•Machine type: Sealing machine

•Bag type: Shopping bag
•Material: Plastic
•Computerized: Yes
•Brand name: JinXiuCheng
•Model no.: JX-45
•Voltage: 380 volt
•Power: 10KW
•Bag making methods: Rolling flat bag
•Total heating power: 2.2KW
Multifunctional eco-friendly non woven shopping bag making machine

•Machine type: Bag forming machine

•Bag type: Shopping bag
•Material: Non woven bag
•Computerized: Yes
•Brand name: Elight
•Model no.: XY-SERIES
•Voltage: 380 volt
•Power: 13.5KW
High Quality ABA LDPE HDPE film extruder polyethylene plastic bag film blowing
machine

•Machine type: Plastic film blowing machine

•Material: HDPE LDPE LLDPE
•Brand name: Bravebull
•Model no.: SJ45-600
•Voltage: 38- volt
•Power: 28KW
Spin-draw-wind lines for PP multi-filament yarn
•Machine type: Automatic winders
•Bag type: Woven sacks and fibc’s
•Model: Denier range

GFQ biodegradable plastic bag making machine

•Machine type: Cutting machine
•Bag type: Food bag, garbage bag, shopping bag,
t-shirt bag
•Material: Plastic
•Computerized: Yes
•Brand name: MINGDE
•Model no: GFQ
•Voltage: 380 volt
•Power: 1.1-3KW
 CUSTOMER DEMANDS
Orders Undertaken By Creative Enterprises:
Small Order Printed Plastic Bags;

Printed plastic bags are ideal for showing off the style and personality of your business and for
standing out in a crowd. Consider it another form of advertising! Whether you’re looking to
make an impact at an upcoming trade show or package your retail products with the efficiency
of your customers in mind.
 Large Order Printed Plastic Bags;

From sturdy plastic handle bags for retail customers to food-grade zipper bags
perfect for packaging ingredients, their selection of printable plastic bags is
expensive and versatile.
SIGNIFICANCE OF THE STUDY

The CRM is an integrated effort to strengthen the network of relationship for the
mutual benefit of both the parties. This study is of great significance because;

•A 5% increase in the customer retention will increase the profit

upto 125%
•It costs 7 time more to attract a new customer than to serve an
old one.
•20% of the company’s loyal customers account for the 80% of its
revenues.
•To study on CRM would enable the researcher to know about the
CRM practices adopted in the plastic woven fabric industry.
 REVIEW OF LITERATURE

With the available literature we can summarize CRM in the words of

various authors as follows-

According to Shani and Chalarani- Customer Relationship Management

marketing can be defined as “an integrated effort to identify, maintain and
build up a network with the individual customers and to continuously
strengthen the network for the mutual benefit of both parties, through
interactive, individualized and value added contracts over a long period of
time.”

In the words of Lekha, “CRM aims at delivering better products and value to
the customers through better understanding of his needs.”
 RESEARCH METHODOLOGY
RESEARCH DESIGN
The study conducted here is exploratory cum descriptive.
SCOPE OF THE STUDY
The scope of the study is confined to company and its customers only.
COLLECTION OF THE DATA
There are two types of data:
Primary data- Primary data is that data which is collected for the first time.
These data are basically observed and collected by the researcher for the first
time. I have used primary data for my project work.
Secondary data- Secondary data are those data which primarily collected by
the other person for his own purpose and now we use these for our purpose
secondary.
DATA COLLECTION
Data is collected through schedule.
Sample size: 50
 DATA ANALYSIS AND INTERPRETATION
Table no.1 Customer Satisfaction towards polyethylene bags
Source: Questionnaire
Figure: 1

SATISFIED DISSATISFIED
78% 22%

level of satisfaction

satisfied
dissatisfied

Observation:
Most of the respondents approached were satisfied with polyethylene bags.
Table no.2 factors affecting demand of polyethylene variants
Source: Questionnaire
Figure: 2

FACTOR NO. OF RESPONDENT PERCENTAGE

Tensile 11 22%
Carrying capacity 14 28%
Cost effective 17 34%
Durability 8 16%

Factors affecting demand of

polyethylene variants

Tensile
Carrying capacity
Cost effective
Durability

Observation:
Majority of the respondent are of the idea that cost as the top most factor contributing
to customer satisfaction followed by carrying capacity, tensile strength and durability.
As such, Creative Enterprises should focus on the aspects, which will enhance the
customer satisfaction and thus the market share.
Table No. 3 Customer opinions towards Design and Print
Source: Questionnaire
Figure: 3
FACTOR PERCENTAGE
Extremely Satisfied 20%
Satisfied 40%
Neutral 26%
Dissatisfied 14%
Total 100%
Customer opinions toward
design and print

Extremely satisfied
Satisfied
Neutral
Dissatisfied

Observation:
As majority of the respondents are satisfied with the design and print of the Creative Enterprises
polyethylene bags, the company should maintain the same standard and it is suggested to come
up with suitable measure to reduce the negative opinion among the customer who are of the
opinion that the design and print of the polyethylene bags is a dissatisfying factor.
Table No. 4 Demand of HDPE, LDPE, MDPE and PP
Source: Questionnaire
Figure: 4

DEMAND NO. OF PERCENTAGE

RESPONDENT
High density polyethylene 18 36%
Low density polyethylene 10 20%
Medium density polyethylene 16 32%
Polypropylene 6 12%

Demand of HDPE, LDPE,

MDPE and PP

HDPE
LDPE
MDPE
PP

Observation:
Consumers are more satisfied with the quality of high density polyethylene and medium density
polyethylene bags.
 Table No. 5 What happens to stuff we throw away
Source: Questionnaire
Figure:

DISPOSING PERCENTAGE
Land filled 54%
Combusted for energy 34%
Recycled or composted 12%

What happens to stuff we

throw away

Land filled

Combusted for
energy
Recycled or
composted

Observation:
As the 54% of the thrown away stuff is used for land filled so we need to convert this portion
into the category of stuff combusted for energy or recycled and composted.
 FINDINGS
Based on the data gathered by administrating schedules to customers the following
observations are made:
•Creative Enterprises has excellent percentage of customer satisfaction
according to the data shown in table 1 of the data analysis and
interpretation topic.
•Most of the people are satisfied with its cost effectiveness and carrying
capacity of the polyethylene bags provided by Creative Enterprises.
•Based on the design and print of polyethylene bags, most of the people are
satisfied with it.
•Demand of HDPE and MDPE is much more than LDPE and PP bags.
•People are quite satisfied with the way of disposing these polyethylene
bags as most of them are combusted for energy or recycled and composted.
•Large numbers of polyethylene user are aware of its variants available with
the company.
•If we took the satisfaction level of people towards Creative Enterprises
polyethylene bags, it becomes good.
•Its quality and design satisfy most of the people.
 RECOMMENDATION
Creative Enterprises has to implement good customer relationship
management strategy that enhances Marketing strategies level.
The company can undertake R&D to improve the existing quality, design
and print.
The company should promote about the entire variants offered by them.
Creative Enterprises should expand its market area.
As majority of the customer give opinion that they are satisfied with the
factors like; carrying capacity, cost, design and print of the product of the
company hence, they should not only maintain the existing standard but
also enhance them.
 CONCLUSIONS
Creative Enterprises has a very good market share in the Kanpur city for the polyethylene segment.
The company is offering good services, which is reflected on the satisfaction of the customer.
Majority of the customer are satisfied with the design and print of the