` 1 An Industrial Project Report Winter Project ON SUBMITTED IN PARTIAL FULLFILLMENT OF THE REQUIREMENT OF BBA PROGRAMME LAXMI PROJECT PREPARED BY : Neogi Abhishek Rajendra ROLL NO. : 15 CLASS : T.Y. B.B.A. TOPIC : Service Quality Study COLLEGE : Laxmi Institute of commerce, Sarigam ACADEMIC YEAR : 2010-11 Under the guidance of: Internal Guide Mr. Virag Shah (college guide) External Guide Mr.Anil B Sharma& Mr.Shravan B Sharma (Director) GRADUATE CENTRE LAXMI INSTITUTE OF COMMERCE, SARIGAM. AFFILIATED TO VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT
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An Industrial Project Report
Winter Project
ON
SUBMITTED IN PARTIAL FULLFILLMENT OF THE REQUIREMENT
OF BBA
PROGRAMME
LAXMI PROJECT
PREPARED BY : Neogi Abhishek Rajendra
ROLL NO. : 15
CLASS : T.Y. B.B.A.
TOPIC : Service Quality Study
COLLEGE : Laxmi Institute of commerce, Sarigam
ACADEMIC YEAR : 2010-11
Under the guidance of:
Internal Guide
Mr. Virag Shah (college guide)
External Guide Mr.Anil B Sharma& Mr.Shravan B Sharma (Director)
GRADUATE CENTRE
LAXMI INSTITUTE OF COMMERCE, SARIGAM.
AFFILIATED TO
VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT
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Company Certificate
Laxmi Project,Umbergaon
This is to certify that Mr.Neogi Abhishek Rajendra, a student of Laxmi Institute of
Commerce, Sarigam has undergone the training in our organization for the
duration of three months i.e. from 1ST December, 2010 to 28th February, 2011.
This training was a part of his curriculum. During the above said period, he
was exposed to the working of various departments in our organization.
During his training he was found to be regular in attendance. He applied
himself diligently and industriously towards the training assignment allotted to
him.
We wish him very successful and bright future.
Date:
Mr.Shravan B. Sharma Mr.Anil B. Sharma
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Our B.B.A course is the course constituting study of administration
management and working activities of industries, for better function
every industry needs talented and qualified executives. To reach this
need. Our university has established such a disciplined course which
includes the theoretical and practical aspect of various industrial matters.
The knowledge and guidance about theory subjects of industry is
given by our learned professor also for the practical study of the same I
got permission to visit Laxmi Project.
The report thus contains all the information of the company from its
commencement till the last chain of production with detailed study of all
the department and specialization in marketing department.
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Though, the preparation of this project report is my own
work, I have received help from many quarters. I am thankful to all
those who helped me in caring out this work.
I express my deepest of gratitude towards Mr.Anil B
Sharma of Laxmi Project & all members of unit; with their admirable
co-operation the completion of the report has been possible.
It gives me great pleasure in thanking my supervisor Mr.
Virag shah Sir. Without his ever ready help, whole hearted guidance,
never ending encouragement and enthusiasm, it was difficult to bring
this project to its present form.
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I the undersigned Neogi Abhishek Rajendra student of T.Y. B.B.A hereby
declare that the project work present in this report is my own work and has been
carried out under the supervision of Mr. Virag Shah of Laxmi Institute of
Commerce.
This work has not been previously submitted to any other university for any
examination.
Yours Faithfully,
Date :-
Place:-Sari gam
___________
(Neogi Abhishek Rajendra)
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Every time and for everybody it is not possible to read the whole Report but if a person wants to have a
quick overview but at a same time not a superficial look, executive summary serves the purpose. Executive
Summary as the name suggest truly summaries the whole report so that the person can have an idea by just reading
this part that should he go ahead, whether this is of any importance to him or only a certain part.
This report is about the “Quality Service of Laxmi Projects in industries of Umbergaon”. The report
begins with the introduction of the blower industry, the company overview, its products and offerings & brief
departmental study.
The next comes the very essential part that is the Research Methodology, here how has the researcher
progressed in the entire report is given, starting with the Title of the study, the problem statement, the objectives as
to why this study has been carried, the research design applied, where are data collected from, the population and the
sample size, the analysis and structure of report.
The next is the most important and the core part of the study that is the Data analysis, which is the heart of
the report as to whatever calculation done to get the desired solutions is shown here in the detail format. Step by step
progress of the study is shown so that the reader gets the complete idea on the ways the final solution is arrived at,
here a small interpretation is also given as to what is the result of the calculations.
The next is the Findings of the study, after the thorough efforts put down by the researcher what findings
came out which can be beneficial to the reader.
The later part consists of Conclusion that is from the whole study what the final word is and whether the
objective for which the training is undertaken is served or not. Followed by the recommendations that arises out of
the study.
The next part is the Bibliography where all the sources from where various data are collected including
books, various researches and websites are enlisted.
The third and last part of the report consists of the Annexure which includes the questionnaire used for data
collection.
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TABLE OF CONTENT
Sr.No. Particulars Page No.
Chapter 1 Company overview
Industry overview
Company overview
-company profile
-vision and mission
-Board of Directors
-clients list
-terms and condition of order
-organization chart
-product range of company
Chapter 2 Theory and Literature Review
Chapter 3 Research methodology
-problem definition
-research objective
-methodology
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project time period
nature of data
-research design
-data sources
-tools and techniques
-sampling
-type of study
-tools for data collection
Chapter 4 Analysis and interpretation
Chapter 5 Findings, Suggestion and Conclusion.
Chapter 6 Bibliography
Chapter 7 Annexure
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Name of the Company : LAXMI PROJECT. Address : 2802 / B, III Phase, G.I.D.C.,
Sources of Major Components : Steel – Market, Casting – Foundries, Of equipment, whether in house Fabrication – in House, Machining – in House Fabrication or bought out items Assembly & Testing – in House
Painting – in House
Testing Facilities of Equipment : As per IS Standard
IS – 4894 / AMCA – 210
Balancing : As per ISO – Grade 6.3/2.5 – 1940
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Aiming High:
We should be one of the largest Blower manufacturing Companies in the Country. Our
growth in size will be through continuous review of potentials of the existing manufacturing
resources, strategic acquisitions and expansions
Quality Quest:
Product quality, consistency and customer service will be pursued as an act of faith
throughout the organization.
Pursuit Of Excellence:
The growing size of our business permits us to have an R & D set up of our own. We shall
Housing etc. Currently we are serving the global industrial market with our base in India.
LAXMI PROJECT was established by a group of young entrepreneurs with ambitious plans and
assisted by a team of top technocrats in the line.
OUR STRENGTHS
» Voluminous industry experience
» Successful accomplishment of large number of
projects
» One stop source for all air handling and ventilation
requirements
» Integrated work approach enabling complete customer
satisfaction
» Customized solutions to meet your exacting
requirements
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Infrastructure :
Our infrastructural set up is one of the biggest strengths. Our state-of-the-art production unit helps
us to engineer premium quality products. We continuously upgrade our technologies to keep pace
with our competitors. Our engineers are engrossed in innovating new concepts for the ease of our
clients.
Quality :
Since the inception of our company, we have maintained high quality by using best quality raw
material and efficient manufacturing practices. To maintain the trust of our clients, we endeavor to
improve our products and strive to elevate the standards of quality. Our team of experts maintains a
strict vigil during the manufacturing process to ensure that the products are flawless.
Why we?
» High quality products for multiple application
available under one roof.
» We specialize in making customized equipment to
best suit the requirements of our clients
» Stringent quality testing facility and all products are
ISO 9001:2000 certified.
» Highly competitive prices.
» Expedite delivery of orders.
» Efficient post sales services
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Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans vary considerably and we are manufacturing in various designs to
meet the applications and requirement of the customers.
Laxmi Project as a recognized and dependable supplier of high quality products
approved by various agencies and inspection standards and they enjoy the
patronage of highly reputed companies in Air conditioning and also in allied fields.
This enables the company to get repeat orders, thus improving the competency and Commitment toward existing clients. Laxmi Project markets the products by the manufacturing units situated in
Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The
types of fans vary considerably and we are manufacturing in various designs to
meet the applications and requirement of the customers.
Laxmi Project as a recognized and dependable supplier of high quality products
approved by various agencies and inspection standards and they enjoy the
patronage of highly reputed companies in Air conditioning and also in allied fields.
This enables the company to get repeat orders, thus improving the competency and Commitment toward existing clients.
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The company is headed and managed by experienced techno crafts in a
professional manner. The rich experience of the involved team in the field
makes our working customer friendly.
Laxmi project have often utilized the services of various consultation firms
for design, quality control, management and other aspects of the organization
which in itself projects the modern outlook and the desire for a continuous on
going improvement. The company management has always had the policy to
update their product range as well as implement the modern techniques both
in production methods and management.
They have always tried to understand the needs of the industry and develop
their organization to meet the challenge of the changing environment.
The management has always considered customer satisfaction of upmost
importance and has built this philosophy of the company to the root levels. A
satisfied customer is the best advertisement for any company and the
management has never compromised on this even at the cost of losing money which they have lost on many occasions. The management believes that any
commitment given by the company must be fulfilled at all costs even if
outside expertise has to be sought.
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Laxmi Project has adopted very strict quality control measures to ensure that
a uniform acceptable quality, keeping in view the requirements, of the
products and the applications met at all times.
Laxmi Project understands that the quality requirements differ with the
applications and recognizing this fact has laid out different types of norms to
be followed depending on the requirement of the clients, consultants, the
applications and the accuracies needed.
To ensure that all our products meet performances guaranteed to the clients,
we have performance testing set-ups which enable us to test fans as per IS
and AMCA standards. The company has had the occasion to test fans, with
impeller diameters of 2000mm. and above, be it at reduced RPM such that
the maximum power consumption does not exceed 75 horse powers.
To ensure that the impellers and the rotors meet the balancing standards set
by international and / or National Standards, we have precision balancing
machines and stroboscopes for analyzing the vibrations of the assembled
finished products.
To further standardize and ensure a uniformity of production. We have
continuously added machines, the latest one being profile Copying Nibbling
Machine which also copies whole punching to match those of the templates exactly. This is a continuous process in keeping with the philosophy of the
management and the addition of machines or equipment is need based with
no constraints in capital investment.
The tooling including templates, jigs, Fixtures and dies are continuously
modernized and new ones added to improve their range of products and their
quality.
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The company has over the last decade standardized the designs, quality
control procedures, testing procedures and various other aspects to ensure a uniform quality and interchangeability in the products. They have widened
their ranges of the products Considerably during the period.
If any of the skills in designing or development was missing in-house they
have never hesitated in engaging consultants, advisers and other personnel for
guiding them and helping Them in developing various products.
Every now and then, new products are added to the range. We have been
continuously in touch with the developed countries for technology up
gradation.
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Esteemed Domestic Clients
Aarti Industries Limited. Vapi, Gujarat
Agarwal Paper Mills Limited Vapi, Gujarat
Anchor Health & Beauty Care Private Limited Daman, U.T.
Atul Limited (Colour Division) Umbergaon, Gujarat
Aalidhra Tex Tool Engineers Pvt. Ltd Dadra, U.T.
Apsara Art Material Private Limited Umbergaon, Gujarat
Cabinet Blower Hot Air Blower Tube Axial Fan Tube Axial Fan
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DIDW Fans Primary Air Fan Damper Mechanical Seal
Humidification-Plant Dust Collection System Bag Filter Oil Cool Bearing
Housing
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QUALITY PRODUCTS Laxmi Blower air moving products are best known for their "industrial quality," a standard of manufacturing
assuring certified performance, relentless dependability, and longevity.
CUSTOMER SATISFACTION Being a customer centric organization, we always make an endeavour to satisfy our esteemed clients with our
qualitative range of air pollution control and ventilation system equipment. Our meticulous workforce who is
regularly trained enables us in the productive fabrication of our range in adherence to the industrial quality
standards. Below cited are some of the reasons which make us different from others and enhance the level of
customer satisfaction:
Qualitative variety in the leading industrial price
Robust infrastructural facility
Absolute client satisfaction
Ethical business policy with our clients
Customized solutions of our designs
Our objective is to achieve the highest levels of satisfaction by developing our range of equipment in accordance
with the latest drift and technology in the market. For this our team maintains regular interaction with our esteemed
clients. We have been able to fulfil the varied industrial requirements of our clients, who are spread in different part
of India. We also provide various payment options such as cash, and demand draft which aids our client in easy
dealing with us.
SHAPING SOLUTIONS
Solving difficult and unique air moving problems has earned Laxmi Blower a reputation for exceptional
performance and reliability. Whether its energy related or industrial processing or simply moving a precise volume
of air, a staff of specially trained engineers will design a dependable fan that exactly fits your performance and dimensional requirements.
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Validity : Our offer is valid for 30 days from this offer date.
Central Excise Duty : Extra @16.48%.
V. A. T. : Extra @ 4%.
Inspection : At our works UMBERGAON before dispatch.
Packing & Forwarding : Extra to your account as applicable.
Payments : 40% advance and balance against Pro-Forma Invoice prior to dispatch.
Delivery : Within 3 weeks from your confirmed Purchase order date.
Guarantee/Warranty : The equipment supplied by us will cover a warranty period of 12
months or more from the date of invoice against any manufacturing
defect. However, this warranty does not cover any bought out item, any
replacement of part damage due to neglect, rough mishandling etc. at the
customer’s factory.
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Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to. If you have any questions please
visit http://www.laxmiblower.com/contacts.htm+ 91 260 2563946, 2561146 Order Information Please verify that the product information is correct and select the format(s) you require. http://www.laxmiblower.com/contacts.htm
Product Formats Please select the product formats and the quantity you require. User License Quantity: _____
Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr. Mrs. Dry Miss MS Prof
First Name: _____________________________ Last Name: _________________________________
Payment Information Please indicate the payment method, you would like to use by selecting the appropriate box. Payment by credit card Card Number: ______________________________________________ Expiry Date__________ / _________ CVV Number _____________________ Card Type (ex: Visa, Amex…) _________________________________ Payment by wire transfer Payment by check Customer signature: Please note that by ordering from Report linker you are agreeing to our Terms and Conditions athttp://www.laxmiblower.com/feedback.htm ---------------------------------------------------------------------------------------------------------------------
Please fax this form to + 91 260 256 4146
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Customers form service expectations from many sources, such as past experience,
word of mouth, and advertising. In general, customer compares the perceived
services with the expected services. If the perceived service falls below the
expected services, customers are disappointed.
1. Gap between consumer expectation and management perception:
-Management does not always correctly perceive what customers want.
2. Gap between management perception and service-quality specification:
-Management might correctly perceive customers want but not set a performance standard.
3. Gap between service-quality specification and service delivery:
-Personnel might be poorly trained, or incapable of or unwilling to meet the standard; or they
may be held to conflicting standards, such as taking time to listen to customers and serving them
fast.
4. Gap between service delivery and external communication:
-Consumer expectations are affected by statements made by company representatives and ads.
(External communication distorts the consumers’ expectations.)
5. Gap between perceived services and expected services:
-This Gap occurs when the consumers misperceives the service quality.
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Based on this service-quality model, researchers identified the following five determinants of service
quality, in order of their importance.
1. Reliability- The ability to perform the promised services dependably and accurately.
2. Responsiveness- The wiliness to help customers and to provide prompt services.
3. Assurance- The knowledge and courtesy of employees and their ability to convey trust and
confidence.
4. Empathy- The provision of caring, individualized attention to customers.
5. Tangibles- The appearance of physical facilities, equipment, personnel, and communication material.
Reliability Responsiveness
Providing service as promised Keeping the customer informed as to when services
will be performed.
Dependability in handling customers’ service
problem
Promote services to the customer.
Performing services right the first time Willingness to help the customer.
Providing services at the promised time Readiness to respond to customers’ requests
Maintaining error – free records
Employees who have knowledge to answer the
customer question
Assurance Empathy
Employees who instill confidence in customers Giving customers individual attention
Making customers feel safe in their
transactions
Employees who deal with customers in a caring
fashions
Employees who are consistently courteous Having the customers’ best interest at heart
Convenient business hours
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Tangibles
Modern equipment
Visually appealing facilities
Employees who have a neat, professional appearance
Visually appealing materials associated with the service
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The creation of customer satisfaction can provide several benefits, including the relationship
between companies and consumers are pleasant, providing a good basis for the purchase and re-
creation of customer loyalty, and form a recommendation by word of mouth that can benefit the
company.
In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying.
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We would be grateful if you could spare a few minutes to complete this Service Quality
Questionnaire to help us ensure that our standard of customer care exceeds expectations
wherever possible.
Please tick the appropriate box to indicate your degree of satisfaction.
Where: 1 = Excellent,
2 = Good,
3 = Satisfactory
4 = Poor
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“MEASUREMENT OF EFFECTIVENESS OF
SERVICE QUALITY OF PRODUCTS OF LAXMI
PROJECT”.
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Service Quality Study shows a relationship between quality, market
share, and return on investment.
Quality is a powerful competitive force
The project was to be carried out in 2 phases.
To conduct survey on services offered by Laxmi Blowers.
Phase 1:
To find out any deficiency in the services offered by Laxmi
Blowers.
Phase 2:
To conduct research focused on the relationship between customer
satisfaction and retention.
To find the services/quality expected by the customers.
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The main objective of the study is to analysis the Quality Service of Laxmi Projects in the
industries of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar.
Benefit of Research
This survey will helpful to the company in knowing their Service quality.
This survey will be helpful to company in determine the amount to be spend on to improve
service quality of the organization.
This will also aware to company about problem that faced by customer.
They can easily know about their position in their industry.
They can also know about their strength and weakness.
Company can also use research finding and recommendation for the problem that they
faced.
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Research : Descriptive
Data Source : Primary Data, Secondary Data
Research Method : Survey Method
Research Tool : Questionnaire
Type of Questionnaire : Structured
Type of Questions : Open & Closed ended
No of Questions : 14
Place : Vapi, Umbergaon, Mumbai, sarigam
& Ankleshwar
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Sampling design is one of the most important aspects where the design must be appropriate
in order to have the desired result. Sampling design includes various aspect and they are as follows:
Sampling Area : Vapi,Umbergaon,Mumbai,sarigam &
Ankleshwar
Sample Size : 50
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The method used in the research (survey) is of probability type as I am unaware about the
results. It can be either of the side. It is area of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar
city under which I have conducted the research.
The research is based on Convenience Methods I used the questionnaire as my data
collection tool. This is so because I want to know the Service Quality of the company. This can be
done by using questionnaire.
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Data is the information collected from various sources. It is concerned with gather accurate and
proper knowledge about the problem that is in hand. Formally there are 2 types of gathering
information namely primary data and secondary data. The study is based on two data:
(A) PRIMARY DATA
Primary data is the data which is based on current facts and it is the first hand data collected
by the researcher for the first time regarding the research problem under study.
The primary data is collected through structured questionnaire in order to obtain the desired
information.
(B) SECONDARY DATA
It is the published data and is readily available. It contains all past records and references. It
is the data that have already been collected for the purpose of other than the problem at hand
of researcher.
The secondary data is collected through company websites, books and past reports.
In the project we have gone through both PRIMARY and
SECONDARY data collection using Questionnaire and other
sources
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There are two type of study:
Census study
It involves a complete enumeration of the elements of populations or study objects or
groups at a point in time with respect to well defined characteristics. It involves the study
of whole population.
Sample study
A sample is a finite part of a statistical population whose properties are studied to gain
information about the whole.
Here the study is sample study as the sample sizes are defined.
In this project we have gone through SAMPLE
STUDY of the clients and non-clients of LAXMI
PROJECT.
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1. In evaluating your most recent customer service experience, was the
quality of service you received:
Very Poor 2
Unsatisfactory 14
Average 14
satisfactory 16
Superior 4
Interpretation:-
Above chat shows that 32% think the quality of service they received was satisfactory, 28% are
average, 28% unsatisfied, 8% superior and 4% very poor with the quality of service experience.
Objective of the Question:-
The objective of research is to evaluate the customer service experience quality.
Conclusion:-
So we can say that the quality of service is satisfactory.
2 14 14 16
4
service exp
service exp
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2. The process of getting your problem resolved was:
Very Poor 2
Unsatisfactory 2
Average 16
satisfactory 26
Superior 4
Interpretation:-
Above chat shows that 4% think process of getting problem resolved was very poor, 4% are
unsatisfied, 32% think its average, 52% are satisfied and 8% think process of getting problem
resolved was superior.
Objective of the Question:-
The objective of research is to evaluate the process of getting problem resolved.
Conclusion:-
So we can say that the quality of service is satisfactory.
resolving problem
2 2
16
26
4
resolving problem
resolving problem
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3. How would you rate the overall quality of Laxmi Project product:
Excellent 16
Good 31
Fair 2
Bad 1
Unacceptable 0
Interpretation:-
From the above graph we can conclude that 32% think the overall all quality of Laxmi
project is Excellent, 62% think it’s good, 4% think it’s fair and 2% think it’s bad.
Objective of the Question:-
To determine the overall quality of product of Laxmi Project.
Conclusion:-
From the above graph I came to conclusion that the overall quality of product of Laxmi
Project according to its customers is up to the expected level.
16 31
2 1
0
Overall Quality
Overall Quality
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4. In your most recent customer service experience, how did you contact the
representative?
in person 5
By telephone 25
Internet 20
Interpretation:-
From the above graph we can conclude that 10% contact customer service representative in
Person, 50% by Telephone and other 40% by Internet.
Objective of the Question:-
To determine the ways which is more favorably used by customers to contact customer
service representative.
Conclusion:-
From the above graph I came to conclusion that most of the customers use Telephone to
contact the customer representative and other mode used favorable is Internet.
5
25
20
contacting customer representative
in person By telephone Internet
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5. The customer service representative as very well-mannered.
Strongly disagree 0
disagree 14
Neutral 14
agree 18
Strongly agree 4
Interpretation:-
From the above graph it can be interpreted that 28% disagree, 28% neutral, 36% agree
and 8% strongly agree that the customer service were very well mannered.
Objective of the Question:-
Objective was to determine what the customers think about the customer service representative
were very well mannered.
Conclusion:-
From the above graph I concluded that customer representative were very well mannered
about behaving with their customers.
Stronglydisagree
disagreeNeutral
agreeStrongly
agree
0
14 14 18
4
nature was very well-mannered
nature was very well-mannered
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6. Which of the following qualities of the service representative stood out as being
superior?
Patient 4
Enthusiastic 7
Listened carefully 6
Friendly 8
Responsive 9
Problem Solver 16
Interpretation:-
From the above graph it can be determined that 8% patient, 14% Enthusiastic,12%
listening carefully,16% Friendly 18% responsive and 32% Problem Solver are some of the
qualities of customer service representative that stood out.
Objective of the Question:-
To determine which qualities of the customer service representative that customers like the most.
Conclusion:-
From the above graph I concluded that customers like the quality of problem solving of
customer service representative.
4 7 6 8 9 16
qualities of customer representative
qualities of customer representative
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7. What qualities of the customer service representative annoyed you?
Not patient 6
Not enthusiastic 9
Didn't listen carefully 8
Unfriendly 7
Unresponsive 4
No qualities annoyed me 16
Interpretation:-
From the above graph it can be determined that 12% not patient, 18% Not enthusiastic,