A PROJECT REPORT ON “CUSTOMER SATISFACTION SURVEY BIRLA CEMENT IN SAGAR” 2013-2014 Submitted To Department of Management Study INFINITY MANAGEMENT & ENGINEERING COLLEGE In the Fulfillment of the Requirement for the Project Of Master of Business Administration 1
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APROJECT REPORT
ON
“CUSTOMER SATISFACTION SURVEY BIRLA CEMENT IN SAGAR”
2013-2014
Submitted To
Department of Management StudyINFINITY MANAGEMENT & ENGINEERING
COLLEGE
In the Fulfillment of the Requirement for the ProjectOf
Master of Business Administration
Under the Guidance of Submitted ByMISS SHAFQUE GIDEON KETKI GOYAL M.B.A II ND SEM
1
Declaration
I hear by declare that every part of this project report entitled
“CUSTOMER SATISIFACTION SURVEY ON BIRLA CEMENT IN
SAGAR” is genuinely prepared and organized by my own knowledge, sensibility,
originality and hard work under the guidance and supervision of my teachers.
The survey that I have conducted on the basis of which this report is
formulated was held in Sagar city by the customers of Birla Cement. I
acknowledge that with best of my knowledge the report does not contain any work
which has been submitted for the award of any degree anywhere if the respected
examiners detect anything wrong in relation to this report of mine I request him not
to award me any sort of graces marks for my work.
KETKI GOYAL 2nd semester
Certificate2
This is to certify that the project report titled “CUSTOMER SATISIFACTION
SURVEY ON BIRLA CEMENT IN SAGAR” is prepared by KETKI GOYAL
student of MBA (hons) 4th semester under the guidance of faculty MISS
SHAFQUE GIDEON for the parcial fulfillment of Master OF Business
Administration (HONS) is satisfactory in respect of.
This work done has been carried to our satisfaction and it is a bonafied
presentation of work by her under the guidance and supervision.
SIGNATURES:-
HEAD OF THE DEPARTMENT SUPERVISOR EXAMINER
PREFACE3
The project work is field which uses tools and techniques to transfer subjectivity in
the environment into objectives also the findings of the research when applied
show results which can be measured and evaluated so there is feedback this is what
makes it a dynamic activity.
This survey is analytical study of a different fact of product were focus is given on
the brand image. The idea behind this project is to give knowledge and to make
them to face real life situation. The project survey is commonly used for the
collection from the respondents through questionnaire with sample size 50 in this
statistical techniques have been used systematically. This project report survey is
not only with my own efforts but also that of others.
ACKNOWLEGEMENT4
I was fortunate enough to get support from large number of people so I owe a great many thanks to great many people who have helped and supported me in the preparation of this project report.
It is my privileged to express my gratitude towards respected MR. ASHFAQ SIDDIQUE (HOD) Of Department Of Business Management INFINITY MANAGEMENT AND ENGINEERING COLLEGE SAGAR a person with substance of genius, excellence in teaching skills for their guidance, cooperation and moral support and also for giving us there valuable time.
I would like to give special thanks to MISS SHAFQUE GIDEON for their guidance and inspiring nature has made possible the formulation of this project thank you mama for your valuable suggestion, Cooperation and supportive hands which you have kept upon me.
I would like to give sincere thanks to all my faculty members:
Thank you teacher’s for your skillful knowledge guidance, cooperation, supportive hands.
I also wish to express my indebtedness to my parents as well as my family member whose blessings and support always helped me to face the challenges ahead.
At the end I would like to express my sincere thanks to all my friends and others who helped me directly or indirectly during this dissertation work.
Table of content
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PARTICULARS PAGE NO.
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Certificate
Declaration
Acknowledgement
Preface
CHAPTER -1 Introduction
Identified Problem
Need of the Study
Objective and Scope
CHAPTER – 2 Methodology
Research design
Data Collection
Sampling Procedure
Sampling Plan
CHAPTER – 3 Data Analysis and Interpretation
Analysis (Statistical Tools)
Disgrammatic Representation
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CHAPTER 4 Limitation
Suggestion
Conclusion
Bibliography
Questionnaire
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CHAPTER 1
INTRODUCTION
INTRODUCATIONMr. Kumar Mangalam Birla
Chairman, The Aditya Birla Group
Mr. Kumar Mangalam Birla is the Chairman of the Aditya Birla group,
which is among India's largest business houses. Among its major Companies
in India are Grasim, Hindalco, Indo Gulf, UltraTech Cement and Aditya Birla
Nuvo. Its JVs include Idea Cellular (Birla-Tata, [Telecom]), Birla Sun Life
(Financial Services) and Birla NGK (Insulators). While Mr. Birla is the
Chairman of
all of the Group's blue-chip Companies in India, he serves as a Director on the
Board of the Group's International Companies spanning Thailand, Indonesia,
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Malaysia, Philippines and Egypt. The Group's operations extend to Canada, China,
USA, U.K. and Australia as well.
He is also on the Board of Tata Iron & Steel Company (TISCO), and Maruti
Udyog Limited.
Additionally, he is on the Board of the G.D.Birla Medical Research &
Education Foundation, and a Member of the Board of Governors of the Birla
Institute of Technology & Science (BITS), Pilani, and the prestigious Indian
Institute of Management, Ahmedabad as well. He is a Member of the London
Business School's Asia Pacific Advisory Board, which provides counsel on the
School's strategy and curriculum. He is "Honorary Fellow" of the London Business
School (LBS), a title conferred upon him by the Governing Board of the LBS.
Mr. Birla has and continues to hold several key and responsible positions on
various regulatory and professional Boards, such as:
Chairman of the Advisory Committee constituted by the Ministry of
Company Affairs for 2006 and 2007
Member of The Prime Minister of India's Advisory Council on Trade and
Industry
Chairman of the Board of Trade reconstituted by the Union Minister of
Commerce and Industry
Chairman of the National Safety Council
Member of the Government of Uttar Pradesh's High Powered Investment
Task Force
Member of The National Council of the Confederation of Indian Industry
(CII)
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Member of the Apex Advisory Council of The Associated Chambers of
Commerce and Industry of India
On The Advisory Council for the Centre for Corporate Governance
Member of the Organising Committee for Commonwealth Games, Delhi
2010
In the ten years that he has been at the helm of the Aditya Birla Group, he
has won recognition for his contribution to Industry and to professionalising
management. An indicative list is as follows:
1998
Mr. Birla was the first and only industrialist to have been appointed as a
public nominee on the governing board of the Securities and Exchange
Board of India (SEBI) by the Finance Ministry. He served as the Chairman
of SEBI's 17-member committee on corporate governance constituted in
mid-1999, and as chairman of SEBI's committee on insider trading.
The Kumar Mangalam Birla Report on Corporate Governance became the
cornerstone of corporate governance practices in India.
Recipient of the Rotary Club's "Award for Vocational Excellence".
1999
The Lions Clubs International's "The Achiever of the Millennium".
The Rotary Club of Ahmedabad's "The Legend of the Corporate World".
2000
The Bombay Management Association honoured Mr. Birla as "The
Management Man of the Year 1999-2000".
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2001
The Rajiv Gandhi Award for 'Business Excellence and Contribution to the
Country' from the Mumbai Pradesh Youth Congress
The National HRD Network's (Pune) 'The Outstanding Businessman of the
Year' award
The Giants International Award for 'Business Excellence and his
Contribution to the Industry'
The Rotary Club's 'Award for Vocational Excellence'
The Institute of Directors 'Golden Peacock National Award for Business
Leadership'
The Hindustan Times 'Businessman of the Year' award
2002
The Qimpro Foundation's "Qimpro Platinum Standard Award".
The Amity Business School Award for "Excellence in Business".
Ranked among the first five Asian business leaders for the CNBC/Insead
sponsored "Asian Business Leader Award 2002".
2003
Named "The Business Leader of the Year" by The Economic Times Awards
for Corporate Excellence 2002-2003.
Close on the heels of the Economic Times' "The Business Leader of the
Year" Award, he was selected Business India's "Business Man of the Year -
2003". This is indeed historic, as no Chairman/CEO has ever won both these
prestigious awards in a single year.
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The National Institute of Industrial Engineering's (NITIE) "The Lakshya -
Business Visionary Award".
The Indo-American Society's "Young Achiever Award".
"The 2003 Institute of Marketing and Management Award for Excellence".
2004
Chosen by the World Economic Forum (Davos)as one of the Young Global
Leaders. In this capacity, Mr. Birla is committed to share his knowledge,
expertise and energy over the next five years to usher in a future of "hope,
progress and positive change".
Drawn from a pool of 8000 candidates from around the world, of whom 600
were short listed and 237 finally named, the Young Global Leaders have
been hand picked by a Nomination Committee of 28 global media leaders.
In recognition of his exemplary contribution to Indian business, The Banaras
Hindu University awarded the D.Litt (Honoris Causa) Degree to him.
To salute his entrepreneurial excellence and exemplary contribution to
Indian business, the All India Management Association conferred its
"Honorary Fellowship" on him.
2005
"The Ernst & Young Entrepreneur of the Year" Award. Will represent India
at the Ernst & Young World Entrepreneur Award in Monte Carlo, Monaco
in June 2006
Named "Young Super Performer in the CEO Category" by Business Today
PHD Chamber of Commerce and Industry - Udyog Ratna
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The media too has showered accolades on Mr. Birla. Between 1997 to-date,
NDTV and Star Plus' "India Business Week" designated him as "The Businessman
of the Year". Global Finance has cited him among the "10 Super Stars of Corporate
Finance". Business World ranked him among the top 10 of India's most admired
and respected CEOs and the top CEO of the coming millennium, and Hindustan
Times named him as "The Businessman of the Year" as well.
Born June 14, 1967, Mr. Kumar Mangalam Birla was raised in Calcutta and
Mumbai. He is a Chartered Accountant and earned an MBA (Masters in Business
Administration) from the London Business School, London. Mr. Kumar Mangalam
Birla and his wife, Neerja have three children, Ananyashree, Aryaman Vikram and
Advaitesha.
GLOBAL VISION, INDIAN VALUES:
The Aditya Birla Group is India's first truly multinational corporation.
Global in vision, rooted in Indian values, the Group is driven by a performance
ethic pegged on value creation for its multiple stakeholders. A US$ 7.59 billion
conglomerate, with a market capitalisation of US$ 12 billion, it is anchored by an
extraordinary force of 72,000 employees belonging to over 20 different
nationalities. Over 30 per cent of its revenues flow from its operations across the
world. The Group's products and services offer distinctive customer solutions. Its
72 state-of-the-art manufacturing units and sectoral services span India, Thailand,
Indonesia, Malaysia, Philippines, Egypt, Canada, Australia and China.
A premium conglomerate, the Aditya Birla Group is a dominant player in all
of the sectors in which it operates. Such as viscose staple fibre, non-ferrous metals,