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A PROJECT REPORT

ON

MARKETING & STRATEGIC PLANNING

BY

CHETAN RAMTEKKARRoll No.: 05

Batch No.:2009-11

Under the guidance of

Prof.Mrs.Alkaa.N.Rane.Gaikwaad

IN PARTIAL FULFILLMENT OF

POST GRADUATE PROGRAMME IN MANAGEMENT(PGPM)

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SAI BALAJI EDUCATION SOCIETY, IIMSciencesPUNE

DECLARATION

I, Mr. CHETAN RAMTEKKAR hereby declare that this project report

is the record of authentic work carried out by me during the period from 1st JUNE

2010 to 15th JULY 2010 and has not been submitted to any other University or

Institute for the award of any degree / diploma etc.

Name of the student- CHETAN RAMTEKKAR

Signature-

Date-

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Company certificate

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College certificate

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ACKNOWLEDGEMENT

I am privileged that we have successfully completed my training with

the highly acclaimed organization- Marketing & Strategic planning . I express my

gratitude to founder president of Sai Balaji Education SocietyMr. Manish R.Mundada, my project report guide and our respectful Pro.

Mrs.Alkaa.N.Rane Gaikwaad .and our Dean Pro. Vilas.G.Navle.

First of all I acknowledge our sincere gratitude and indebtedness to Mr Ashish

Nimkar (AGM MEPL) for giving us invaluable opportunity to make this project

report on and there after providing me constant guidance. I would be thankful to

Sancheti SIR for his constant help, guidance and encouragement during this

project, which has been a great learning experience. I also want acknowledge how

much I have learn from working with my colleagues who provide me with the time

support and inspiration needed to prepare this project.

Last but not the least; Researcher would also like to express his sincerethanks to other colleagues and trainees at Maharashtra Enviro Power ltd.Who

provided me with the necessary congenial atmosphere for the timely completion ofhis project and for the encouragement and support throughout the course oftraining.

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CHETAN RAMTEKKAR 09-11/05

PREFACE

I wants to express my experience and practical knowledge that I

gained during the summer training at MEPL. It was my first experience when Iwent to the market not to buy any thing but to do the survey and to promote thecompany in the market. The basic need of survey is to ensure about the policiesand the strategies in the market. On first day I was nervous, but because of thegood image of the MEPL in the market the people attended us positively. Many

people came themselves to us for knowing the details about the product.

For accomplishment of the project report I daily think about theconditions and views and then I used to compose the whole thing on computer. Inmaking the project report theoretical knowledge was needed more than the

practical which was given to us by my professors in our institutes. In the marketthe experience relating to the practical knowledge was very good which realized usabout the real conditions of the marketing.

The project flows logically consisting of market research, datacollection method and questionnaire. It hoped that the findings and the suggestionswill help the company, confidently to formulate its strategy in comparison to itscompetitors. I have enjoyed our summer training at MEPL and have learnt lots ofnew things, which will be helpful to us during our work in any organization. Wethank MEPL for giving this opportunity at their office and being good to us all the

time.

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CONTENTS

S.No Particulars Page no.

1. Company Profile 9-13

Mission & Vision 13

Value 14

Objectives 15

Executive Summary 16

2. Introduction 17

3. Major Projects 18-19

4. Plasma Gasification 21-25

5. Research Methodology 26-28

6. Data Analysis 29

7. Limitation 37-44

8. Welfare Activities 45-47

9. Customer SatisfactionIndex

45-46

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10. Conclusion 41-42

11. Bibilography 43-44

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Company Profile(introduction)

The Management

The company is managed by experienced and dynamic persons having vastknowledge in the field of infrastructure and mining.

Founder

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Shri Shantikumar M. Sancheti.

A Science Graduate, he has personally started business of contractorship in year

1967. Gradually by obtaining the works of Construction of Tanks, Dams, Canals inIrrigation Department, he has expanded the field of working in Roads, Buildings,Bridges, Cooling Towers and various works in M.S.E.B. like Ash Bund, Pipe Lines,Cooling Towers, Earth Works, etc. Primarily he has decided not to compromisewith and always insisted for quality of work and that too within permitted time limit.

Chairman - Shri. Abhay Harakchand Sancheti Aged 51 years, a Graduate Engineer with Diploma in Business Management andhaving over 29 years experience is the Chairman of the Company. He has vastexperience in Construction of Ash Bunds, Land Development, Tunnels, Coal HandlingPlants and all types of Civil & Structural Works in addition to Techno - Commercial

Management of turnkey and BOT Projects. Besides being a man of calm & deepthinking his vision and foresight enables him to take correct decisions about the projecthe handles.

Chairmans Message:-

The corporate landscape is undergoing several sweeping changesand Indian companies across sectors have begun to pursue growthboth within the country as well as overseas. Today, as India competesin an increasingly globalized economy, the Godrej Group is ready to

play a major role in the Indian growth story.

.

SMSL Group of Companies

Infrastructure Construction and Management SMS Infrastructure Ltd. SMS Infrastructure and Developers Ltd.

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Mining Veet Rag Homes Pvt. Ltd. SMS Mine Developers Pvt. Ltd.

Pt. SMS Minerals International, Indonesia. SMS Infrastructure Pte Ltd, Singapore. Bhatgaon Mines Pvt. Ltd. Bhatgaon Extension Mines Pvt. Ltd.

Real Estate San Commercials Private Limited MPA Infrastructure Private Limited BSS Associates Gorakshan Land Development Private Limited

Waste Management Butibori CETP Pvt. Ltd Vidharbha Enviro Protection Limited Maharashtra Enviro Power Limited SMS Envoclean Private Limited SMS Waluj CETP P. Ltd. SMS Vidhyut P. Ltd. SMS Water Grace BMW Private Limited SMS Envocare Limited SMS Envoprotect Private Limited

Multilevel Car Parking SMS Parking Solutions Private Limited

Toll Management SMS Shivnath Infrastructure P Ltd. Valencia Constructions P Ltd. Patwardhan Infrastructure P Ltd. RCCL Infrastructure Ltd. SMS Tolls and Developers Ltd.

Hospitality

Fountain Sizzlers and Bistro a unit of Veet Rag Developers Pvt. Ltd

Manufacturing and Trading Rishik Motors Private Limited Sanbro Spares Private Limited

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Finance and Consultancy San Finance Corporation

Our JV Partners Khare and Tarkunde Infrastructure Pvt. Ltd. Solar Industries Ltd. D Thakkar Constructions Pvt. Ltd. S N Thakkar Constructions Pvt. Ltd Bholasingh Jaiprakash Construction Pvt. Ltd. Shreenath Enterprises Ltd.

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MISSION & V ISION

Vision:-

" To Create 'National Prominence' and 'International Presence' inEnvironmental Infrastructure Projects & to Enrich the Nature for

Better Tomorrow"

Mission:-

" To exceed the expectations of all"

- Stakeholders

- Government

- Customers

- Employees

- Shareholders

- Lenders

- Suppliers

- Society

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VALUES

Commitment to Quality

Customer Orientation

Dedication & Commitment

Discipline

Honesty & Integrity

Learning Organisation

Openness & Transparency

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Respect/Care & Concern for People

Teamwork

Trust

OBJECTIVES

To provide specialized services & solutions to diversified Environmental Issues.

To develop Common Solid as well as liquid waste management & disposal sites on

BOO, BOOT & EPC basis.

To assist entrepreneurs in getting all legal & Environmental clearances right fromestablishment to commissioning.

To train industry for effective management of Effluent & Hazardous Waste.

To provide Analytical services to the Industries.

To improve the efficiency of the existing ETP by doing performance audit.

To train industries on 3R (Reduce, Recycle & Reuse) concept.

company believes in adopting the best eco-friendly technology available world over

for the scientific disposal of wastes. Hence in 2005-06 the company signed an

agreement with Westinghouse Corporation US (Now Alter NRG Corporation Canada)

for destruction of Incinerable Hazardous Waste by Plasma Gasification vitrificationTechnology. This state of the art Technology is being used at the two TSDF Sites of

the company.

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Looking at the need of the hour SMS Envocare has started various other EnvironmentalService that will help the Entrepreneurs in making this globe clean, Green &Ecofriendly.

Executive summary

This project is to bring establishment of guidelines that may be followed for defining the

marketing strategic planning and customer satisfaction index base to the marketers

advantage based on the work experience of MAHARASHTRA ENVIRO POWER LTD

and the study conducted there.

The study reveals that organization are emerging as a recommended marketingplan and customer satisfaction , it suggests that how MAHARASHTRA ENVIRO

POWER LTD does their marketing plan, what are their strategies. how much they are

able to satisfy their customer. It also shows the relative importance of a right planning,

right strategy and good relationship towards the customer that are significant.

It also recommends the extension of the customers convenience to a level

where it enables a marketer to develop it as a strategy.

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Introduction

Meaning and definition

Marketing strategy is a process that can allow an organization to concentrate its limitedresources on the greatest opportunities to increase sales and achieve a

sustainable competitive advantage. A marketing strategy should be centered around thekey concept that customer satisfaction is the main goal.

Marketing strategy is a method of focusing an organization's energies and resources on

a course of action which can lead to increased sales and dominance of a targeted

market niche. A marketing strategy combines product development, promotion,

distribution, pricing, relationship management and other elements; identifies the firm's

marketing goals, and explains how they will be achieved, ideally within a stated

timeframe. Marketing strategy determines the choice of target market segments,

positioning, marketing mix, and allocation of resources. It is most effective when it is an

integral component of overall firm strategy, defining how the organization will

successfully engage customers, prospects, and competitors in the market

arena. Corporate strategies, corporate missions, and corporate goals. As the customer

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constitutes the source of a company's revenue, marketing strategy is closely linked

with sales. A key component of marketing strategy is often to keep marketing in line

with a company's overarching mission statement.

Major Environmental projects of the company:

Two state of the art Common Hazardous Waste Treatment, Storage, Disposal

Facilities at Ranjangaon, near Pune & Butibori near Nagpur.

Three Common Effluent Treatment Plants at Butibori, near Nagpur, Kagal near

Kolhapur & Waluj near Aurangabad.

Four Common Bio-Medical Waste Treatment & Disposal Facilities at Delhi , Mumbai ,

Aurangabad & Nasik.

MS ENVOCARE LTD. is a Group Company of SMS Infrastructure Ltd.(SMSIL),

Nagpur engaged in providing Environmental Consultancy Services in the field of

Industrial Pollution hazards. The company also has the expertise of providing total

solutions for scientific treatment & disposal of various types of waste solid as well as

liquid by the latest eco-friendly technologies.

SMS ENVOCARE LTD has dedicated team of professionals having large experience

and expertise in environmental sector.

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Maharashtra Enviro Power Limited is a SPV promoted by SMSIL. with a target to

BUILD, OWN, OPERATE & TRANSFER a Common Hazardous Waste Treatment,

Storage and Disposal Facility (CHWTSDF) at Ranjangaon, Pune. A common hazardousWaste Treatment Storage and Disposal Facility.

Maharashtra Enviro Power Limited is a SPV promoted by SMSIL. with a target to

BUILD, OWN, OPERATE & TRANSFER a Common Hazardous Waste Treatment,

Storage and Disposal Facility (CHWTSDF) at Ranjangaon, Pune.

Demand of the Project

The hazardous waste (management & handling) rules, 1989 and the amendments

there after restrict the industries from dumping their solid waste indiscriminately. At

the same time these permit the industries to dispose off their wastes in safe &

secured manner. It has been made mandatory by the government to dispose off

hazardous waste in systematic and scientific disposal way and State pollution control

boards have been asked to ensure compliance. For systematic & scientific disposal of

solid waste, a common facility can be constructed where care is taken to avoid

negative effects on the environment.

What is Hazardous waste?

A waste is a hazardous waste if it exhibits, any of the characteristics identified

below:

Corrosivity (C)

pH less than 2 or greater than 12.5

Reactivity (R)

Reactive in nature with water and forms toxic gases e.g. picric acid,

Ignitability (I)

Flashpoint less than 60 C

Toxicity Characteristic(T)

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Heavy Metals, Solvents Pesticides and Herbicides

Why Hazardous waste Management?

Heavy Metals and Persistent Organic Pollutants from Hazardous Waste affectsseriously to Human Health.

Carcinogenic Impact on Environment due to persistency of Heavy metals enter in

Ground water by leaching up through Ground and implicated adverse effect on

human health from Cancer to Birth defects.

Open & Illegal Incineration causes Emissions of Tons of Sox, NOx and SPM which

causes serious damages in Human Body after direct or Indirect Exposure. Some of the waste having heavy Metals with Irradiation quality affects the genetic

system after a term exposure.

Major Instances

Orgno Mercury leakage in MINAMATI in Japan

Bhopal gas Disaster

Shri Ram Oleum gas Leak

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What is Plasma?

Plasma is often referred as to the Forth State of Matter. It is formed by passing an

electrical discharge through a gas . plasma torches are capable of producing

temperatures nearly as hot as the suns surface .

Plasma Gasification

Gasification occurs when carbon containing feed stocks are exposed to extremely high

temperatures(over 5000 C) in the presence of controlled supply of air to generate a

wide variety of high value energy outputs. It creates hydrogen and carbon monoxide

which is an energy rich gas stream. Gasification is not incineration. The gasificationprocess is environment friendly. The gases emissions meet stringent CPCB norms and/

or practically free of dioxins and furans. Inorganic salts contain in the waste material

are converted into vitrified slag which is non hazardous and can be gainfully used for

various purposes like paver blocks, bricks, road making etc.

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The energy rich syn gas is combusted and heat is recovered in waste heat recovery

boiler to produce high pressure steam which is fed to turbine for generating electricalpower.

Secured Landfill

We have Secured landfill which meets criteria for hazardous waste landfill as per

CPCB guidelines. The location and design of the landfill have been approved by

competent authorities. Systematic operation of landfill ensures that environment

around is not adversely affected. Monitoring of environment with respect to air, soiland ground water is regularly done to ensure compliances as per prescribe norms.

During the monsoon period filled up waste in the secured landfill is covered by HDPE

film to protect contamination of ground water. SLF will be suitably covered as

prescribed once it is filled up with waste.

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Few types hazardous waste has characteristics leading to leaching of toxic contents

like metals etc. these wastes have to be properly treated with specific chemicals and

binders to prevent leaching of undesirable materials our TSDF designed and installedan automatic and mechanically operated system for stabilization process, where by

toxic materials are immobilized by binding with cement, fly ash, bentonite, hydrated

lime and other specialized chemicals to achieve waste having characteristics which

can be safely land filled.

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Transportation

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An important activity in Hazardous Waste Management is the physical movement of hazardouswaste from generating point to treatment, storage and disposal facilities (TSDF), achievedthrough transportation.In view of toxic, flammable, explosive or corrosive characteristics of hazardous waste thetransportation is planned so as not to cause danger to health or environment, whether alone or

when in contact of other waste or substances during transportation. Logistics department isdedicated to efficient, cost effective and safe transportation of waste providing best customerservices as per the Hazardous waste packaging, labeling & transportation guidelines.

We have strong logistics fleet comprising Pickup, Trucks, Tippers, Hook loaders for carryingspecialized containers(Open & closed) , tankers and also Crane mounted trucks for carryingloaded or filled up containers from industry while doing so empty containers are replaced forcontinuous use. The drivers are trained for handling waste safely and meets statutory orregulatory requirements . all the vehicles are authorized by MPCB as per rules. All the vehiclesand containers are continuously maintained and washed after use.

Weigh Bridge

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OurCHWTSDF has weighbridge of capacity 60 Metric Tons with an accuracy of 10 Kg. aweighbridge is regularly inspected and approved by Standards of Weight & MeasurementsDepartment, Govt. of Maharashtra.

Scientific Storage

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Our TSDF has proper storage facility having a capacity to store around 6,000 MT of incinerablehazardous waste. Storage facility meets requirements of CPCB guidelines for storage ofIncinerable hazardous waste. Storage facility has proper flooring to avoid contamination of soil

and land around the storage facility, proper leachate collection drains. The storage area hasproper fire protection systems by way of requisite smoke detectors with alarm system, Watersprinkler system and availability of fire hydrant system around storage area apart from varioustypes of fire extinguishers . Emergency exit is provided for emergency. Area is properlyventilated by turbo ventilators and natural ventilation for comfortable working environment forpersons working 24X7.

Fire & Safety backupThe Fire and safety norms are maintained as per MIDC and Factory Rules. The Sand Buckets ,Fire extinguishers, fire hydrant systems are provided all around the facility. Availability of firetenders is ensured as our site is across MIDC fire Station. We have continuous training program

for all the employees and mock drills are regularly practiced. The organization has developedsystems and maintain proper discipline among the employees to follow directions of emergencyaction plan which minimizes the risk to plant and machinery, employees and society.

We are availing services of expert fire and safety consultant by regular visits and also carry outsafety audits as per compliance requirements.

Laboratory

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Few types hazardous waste has characteristics leading to leaching of toxic contents like metalsetc. these wastes have to be properly treated with specific chemicals and binders to preventleaching of undesirable materials our TSDF designed and installed an automatic andmechanically operated system for stabilization process, where by toxic materials areimmobilized by binding with cement, fly ash, bentonite, hydrated lime and other specializedchemicals to achieve waste having characteristics which can be safely land filled.

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Type of Research Design: DescriptiveThe research design involves descriptive style. Descriptive research

studies are those research studies which are concerned with describing thecharacteristics of a particular individual or of a group. Most of the social research

are comes under this category. Descriptive research design is quite prevalent inthe field of marketing. It is used when the purpose of research is:

1) To make prediction of the market and consumer behavior.2) To describe characteristics of certain group.

In our project our research objective was to know consumer preference towardsMAHARASHTRA ENVIRO POWER LTDs Product so we applied descriptiveresearch design.

Sampling techniques: Convenience sampling

A method in which samples are drawn at the convenience of the researcher orinterviewer, often as the study is being conducted. The assumptions underlying thismethod are that the defined target population is homogeneous and the individuals

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interviewed are similar to the overall target population with regard to thecharacteristics being studied.

Also we have less time to complete the project so we applied

convenience sampling method on 25respondents.

Research Instrument:

Through a medium of Questionnaires.

Information need:

Satisfaction level of MAHARASHTRA ENVIRO POWER LTDscustomers.

Data collection from primary sources

The project required gauging the satisfaction level of nearly 200 customers

who are directly involved with MAHARASHTRA ENVIRO POWER LTD

for the procurement of secondary products and by products produced by the

plant in the process of generation of the primary products.

For conducting the survey we selected a list of 25 customers as per our

convenience with a good mix of customers of secondary as well as by-products so

as to reflect the sentiments of the whole sample frame as closely as possible. The

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sample of 25 local customers in the nagpur region consisted of 15 secondary

product based customers and 10 by-products based customers.

DATA ANALYSIS

The following data analysis done by- Hypothesis test

DATA

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Quality 43.88

Physical Facilities 44.44

Speed of Delivery 45.44

Price as compared to competitors 46.28

Ease of contacting the authorized

person

44.64

Clarity of Information 44.96

Response to queries/enquiries 45.60

Helpfullness of staff 44.56

E-auction 45.68

X X deviation(x- x) (x- x)2

44 45.44 1.44 2.0736

45 45.44 .44 0.193646 45.44 .56 0.313647 45.44 1.56 2.433645 45.44 .44 0.193645 45.44 .44 0.193646 45.44 .56 0.313645 45.44 .44 0.193646 45.44 .56 0.3136

(x- x ) 2 =6.2224Sample standard deviation(s) =(x-x)2(n-1)Here,

s = 6.2224(9-1) =.8819null hypothesis:0:H0 = Customers are satisfied

AlterNet hypothesis:1:H1 Customers are not satisfied

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Since ,it is to be consider two type of condition therefore it is two tailed taste .The test statistic t for a small sample when is unknown but n30Then t=x-s/n

x=45.44s=.8819n=25=45.75(assumed)df= n-1or, df= 25-1=24t=45.44-45.75.8819/5=1.75At .05 significance level value of t=2.064Calculated value of t=1.75 which is < from the table value of t=2.064

So, Our Null hypothesis is accepted..

. . The customers of secondary and By-products are Satisfied.

RESEARCH METHODOLOGY:

Research methodology is considered as the nerve of the project. Without a proper

well-organized research plan, it is impossible to complete the project and reach to

any conclusion. The project was based on the survey plan. The main objective of

survey was to collect appropriate data, which work as a base for drawingconclusion and getting result.

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Therefore, research methodology is the way to systematically solve the research

problem. Research methodology not only talks of the methods but also logic

behind the methods used in the context of a research study and it explains why a

particular method has been used in the preference of the other methods

Research design:

Research design is important primarily because of the increased complexity in the

market as well as marketing approaches available to the researchers. In fact, it is

the key to the evolution of successful marketing strategies and programmers. It is

an important tool to study buyers behaviour, consumption pattern, brand loyalty,and focus market changes. A research design specifies the methods and procedures

for conducting a particular study. According to Kerlinger, Research Design is a

plan, conceptual structure, and strategy of investigation conceived as to obtain

answers to research questions and to control variance.

A type of research is:

Descriptive Research

The type of research adopted for study is descriptive. Descriptive studies are

undertaken in many circumstances when the researches is interested to know the

characteristic of certain group such as age, sex, education level, occupation or

income. A descriptive study may be necessary in cases when a researcher is

interested in knowing the proportion of people in a given population who have in

particular manner, making projections of a certain thing, or determining the

relationship between two or more variables. The objective of such study is toanswer the who, what, when, where and how of the subject under investigation.

There is a general feeling that descriptive studies are factual and very simple. This

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is not necessarily true. Descriptive study can be complex, demanding a high degree

of scientific skill on part of the researcher.

Descriptive studies are well structured. An exploratory study needs to be flexible

in its approach, but a descriptive study in contrast tends to be rigid and its approach

cannot be changed every now and then. It is therefore necessary, the researcher

give sufficient thought to framing research.

Questions and deciding the types of data to be collected and the procedure to be

used in this purpose. Descriptive studies can be divided into two broad categories:

Cross Sectional and Longitudinal Sectional. A cross sectional study is concernedwith a sample of elements from a given population. Thus, it may deal with

household, dealers, retail stores, or other entities. Data on a number of

characteristics from sample elements are collected and analyzed. Cross sectional

studies are of two types: Field study and Survey. Although the distinction between

them is not clear- cut, there are some practical differences, which need different

techniques and skills. Field studies are ex-post-factor scientific inquiries that aim at

finding the relations and interrelations among variables in a real setting. Such

studies are done in live situations like communities, schools, factories, and

organizations.

Another type of cross sectional study is survey result, which has been taken by me.

A major strength of survey research is its wide scope. Detail information can be

obtained from a sample of large population .Besides; it is economical as more

information can be collected per unit of cost. In addition, it is obvious that asample survey needs less time than a census inquiry. Descriptive research includes

survey and fact finding enquiries of different kinds of the major purpose.

Descriptive research is description of the state of affairs, as it exists at present. The

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main characteristic of this method is that the researcher has no control over the

variables; he can only report what has happened or what is happening. The

methods of research utilized in descriptive research are survey methods of all kinds

including comparative and co relational methods. The reason for using such needs

to be flexile in its approach, but a descriptive study in contrast tends to be rigid and

its approach cannot be changed ever now and then.

Data collection methods:

After the research problem, we have to identify and select which type of data is to

research. At this stage; we have to organize a field survey to collect the data. Oneof the important tools for conducting market research is the availability of

necessary and useful data.

Primary data : For primary data collection, we have to plan the following

four important aspects.

Sampling

Research Instrument

Secondary Data - The Companys profile, journals and various literature

studies are important sources of secondary data.

Data analysis and interpretation

1. Questionnaires

2. Pie chart and Bar chart

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Questionnaires:

This is the most popular tool for the data collection. A questionnaire contains

question that the researcher wishes to ask his respondents which is always guided

by the objective of the survey.

Pie chart:

This is very useful diagram to represent data, which are divided into a number of

categories. This diagram consists of a circle of divided into a number of sectors,

which are proportional to the values they represent. The total value is representedby the full create. The diagram bar chart can make comparison among the various

components or between a part and a whole of data.

Bar chart:

This is another way of representing data graphically. As the name implies, it

consist of a number of whispered bar, which originate from a common base line

and are equal widths. The lengths of the bards are proportional to the value they

represent.

Preparation of report:

The report was based on the analysis and presented with the findings and

suggestions. The sample of the questionnaires is attached with the report itself.

Preparation of report:

The report was based on the analysis and presented with the findings and

suggestions. The sample of the questionnaires is attached with the report itself.

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Sampling Methodology:

Details of the sampling methodology, I have made questionnaire. The one is

made for the Customer.

No. of questions in questionnaires for customer: 05

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LIMITATION

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

limitations, which I could not able to solve.1. The research was conducted in a very small area.

2. My research work period witness the biggest ups and downs in product sale

of different brands, which affected the perception of the customer. This was

biggest drawback of my study.

3. Time factor was also important for me. I had only 60 days to complete my

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

4. The customer filled the questionnaire mostly in careless manner, so it was

difficult to make them hold for time.

5. I had only found the upper-middle class family to fill up the questionnaire,

but generally, an average middle class family was required for the study.

6. The sample size is also very small which represent my research on

consumer behaviour.

7. The most of the respondents were from a local population,thus the research may not quite effective to yield

comprehensive results.

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8. Limited number of respondents has been chosen due to time

constraint and this could affect the accuracy of result to

certain extent.

Welfare ActivitiesMonotones official work reduces the efficiency of the employee. We at MEPL believe in staffwelfare activities to improve and motivate the staff by conducting:

Annual Medical Checkup of Employees

Lunch facility for all Employees

Housing to staff with basic amenities (canteen, common room,T.V. etc.)

Facility for Sports, eg. Table Tennis, Volley Ball etc.

Re creational activities like Periodic visit of city & Historical Places

Skill ImprovementMEPL believes in developing the standards of working of their employees by conducting varioustraining programs in house and also sending their employees to various seminars andconferences

Training for Quality and environmental management systems.

Training on First Aid, Fire & Safety.

MPCB Officers Visit and Guidance. Analytical Instrumentation Training provided to Lab staff.

Best Practices Adopted

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Proper documentation adds values for the growth of organization.

MEPL has adopted best practices for preservation, availability of all important

documents. MEPL has got the unique bin card system for receipt, storage & location of all materials.

Valuable Machineries are secured in organized temporary stores

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CUSTOMER SATISFACTION INDEX(i)IntroductionCustomers are the king of Business, the key factor of a successful business is to maintaingood relation with customer and always try to satisfy them. Every successful organisation should

keep the information about customer demand, how much they are satisfied with the quality oftheir product, service, customer expectation etc.A five-step process can be used to make these longer-term improvements.

Step 1: Spot the gap

Look at the customer satisfaction datato see where there are low absolutescores and low scores relative to thecompetition

Pay particular attention to those issues

that are important to customers Assume the scores are correct unless

there is irrefutable evidence to thecontrary and remember, perceptionsare reality

Step 2: Challenge and redefine thesegmentation

How do satisfaction scores vary across different types of customer?

Are segments correctly defined in the light of the customer satisfaction findings?

How could a change in segmentation direct the offer more effectively and so achieve

higher levels of satisfaction?Step 3: Challenge and redefine the customer value propositions

Are customer satisfaction scores low because the customer value proposition (CVP) isnot being communicated effectively to the market?

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Are customer satisfaction scores low because the CVP is not being effectivelyimplemented?

Is the CVP right for the segment? How could a change in CVP achieve a higher customersatisfaction index (CSI)?

Step 4: Create an action plan

Describe the problem

Think through the issues that need to be addressed and list them out

Identify the root cause of the problems

Identify any barriers that could stop the improvement taking placeSet measurable targets

Allocated resources (usually money and people)

Assign people and time scales to the tasks Measure and review progress

Step 5: Measure and review

How has the customer satisfaction index (CSI) moved?

Is the movement significant/real?

Has the action recommended in the plan, taken place? Has it been enough? Has it hadenough time to work?

Revisit the steps spot the gap, challenge the segmentation and CVP, more action

Objective of the Study

The primary products customers are well satisfied. So I am going to do research on

secondary products and by-products customers.

The project mainly concentrates on the evaluation of the overall customer satisfaction

level with the services provided by MAHARASHTRA ENVIRO POWER LTD to its

secondary and by-products customers.

The project report also aims at analyzing the existing gaps in the services provided by the

plant to its customers on the basis of judging the satisfaction and importance level or say

expectation level of the customer with that parameter of the service quality.

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On the basis of service quality model and the IP map the project aims at finding out the

parameters which need to be concentrated on by the management in orderto improve thesatisfaction level of the customers with the overall services provided by the plant

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CONCLUSION

At the time of survey it was found that some of the Religious &Residential places owners using these home appliances and some are not. All thereligious & residential places owners who are using any type of home appliancesthey all are really appreciate the GODREJ home appliances product andimplemented in their places. I felt so wonderful to see the brand loyalty of thecustomer towards the product of GODREJ SECURE.

We found most of the customers who purchase this home appliances were highlysatisfied with the performance of the product as well as services which are

providing by the company. We found only few complaints regarding GODREJSECURE because the company is careful about their commitment; we also foundthat the company got tremendous response from the customer side.

The sale of Security Equipment was so much high as compare ordinarydays.

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The project has been successfully completed and it is helped us tounderstand the mindset of the respondents and the ways that an organization

should follow to always retain their customers.This project can help the organization to get clear insight about the

customer taste and preferences. Thus helping the organization to exist successfullyin the business environment.

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BIBLIOGRAPHY

BOOKS:-

Philip Kotller & KellerC.R.Kothari

WEBSITES:-www.smsl.co.inwww.google.com

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