S.R.No
CONTENT
1
Introduction
PAGE NO. 2 to 4
2
Objectives
5 to 6
3
Scope
" to #
(a) (b)
Organizati tio on po point of vi view esearc!e !err po point of of vi view
4
$!eoretica% &ac'ground
1 to15
5
o*pan+ profi%e
16 to 36
a, b, c, d,
6
"
-istor+ -istor + of Org Organi anizat zation ion Organi Org anizat zation iona% a% struc structur turee .rod .r oduc ucts ts .r .rof ofi% i%ee /c!iev /c! ieve*e e*ents nts and awa awards rds
esearc! 0et!odo%og+ a, ata co%%ection b, Sa*p%ing tec!niues c, Sa*p%e size d, universe ata /na%+sis and Interpretation
3" to3#
4 to56
indings
5" to 5
#
Suggestions
5# to 6
1
i*itations
61 to 62
11
Su**ar+ - &ib%iograp!+ - /nneure
63 to "
-/.$7 81
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Introduction Exide Industries Ltd is the country’s largest anu!acturer o! lead acid storage "atteries and #o$er storage solutions #ro%ider. &ith se%en international standard !actories s#read across the nation' the co#any o!!ers one o! the $idest ranges o! "atteries !or e%ery concei%a"le a##lication in industrial as $ell as autooti%e segents. Exide also has a anu!acturing su"sidiary in Sri Lan(a and does "usiness glo"ally through its su"sidiaries and a!!iliates in South)East Asia' Australia and Euro#e. Exide’s #roducts are sold glo"ally' #articularly in de%elo#ed ar(ets li(e Australia' *a#an and &estern &estern Euro#e' under u nder its o$n "rand nae. Exide’s strong "rand #ull' esta"lished in India !or close to hundred years' is su##leented "y its nation$ide dealer net$or( and a %ery strong R+, center. &ith the hel# o! t$o o! its *a#anese colla"orators - Shin o"e and /uru(a$a ) Exide has consistently reained at the cutting edge o! internation international al "attery "attery technology technology and introduced introduced %arious #ioneering #ioneering #roducts #roducts and #o$er storage solutions in the Indian and glo"al ar(ets. Exide’s #roducts !ind a##lication in autooti%e' t$o)$heelers' in%erters' 0PS' #o$er' teleco' rail$ays and su"arines' aong others. Exide is also #resent in the non)con%entional energy "usiness $here it designs and integrates solar and $ind #o$er solutions. solutions. Exide Technologies' $ith o#erations in 12 countries and !iscal 3224 net sales o! a##roxiately 56.6 "illion' is one o! the $orld7s largest #roducers' distri"utors and recyclers o! lead)acid "atteries. The Co#any7s !our glo"al "usiness di%isions - Industrial Energy Aericas' Industrial Energy Euro#e' Trans#ortation Aericas' and Trans#ortation Euro#e - #ro%ide a co#rehensi%e range range o! stored stored electr electrica icall energ energy y #roduc #roducts ts and ser%ic ser%ices es !or indust industria riall and trans# trans#ort ortati ation on a##lication a##lications. s. In addition' addition' Exide’s Exide’s Asia Paci!ic8 Paci!ic8 Rest o! &orld o#erations o#erations contri"ute contri"ute si9ea"le re%enues to the Co#any' di%ided e%enly "et$een the Industrial Energy and Trans#ortation #roducts and ser%ices. Exide Technologies is a glo"al "usiness organi9ed to ser%e custoers’ co#lex stored energy systes needs. ey strengths o! the Co#any are that its #roducts and ser%ices s#an glo"al ar(ets and geogra#hic "orders' elding t$o signi!icant "ases o! ex#erience and technology ex#ertise !ro its Trans#ortation Trans#ortation and Industrial "attery di%isions. The Co#any shares ex#ertise across across "usiness segents. segents. /or exa#le' exa#le' Exide esta"lished esta"lished a glo"al net$or( net$or( o! "attery testing testing centers and design i#ro%eent centers in North Aerica' /rance' S#ain' Australia and the 0.. This glo"al !oot#rint ena"les "etter and !aster eans o! introducing inno%ations in #roducts and ser%ices' changing the $ay the $orld uses and stores electrical energy. energy.
Exide Technologies extends its custoer o!!erings "y selling ser%ices and systes that enhance %ehicle #er!orance and !leet utili9ation or reduce ris( o! loss o! #o$er #ro"les. Exide is #ro%iding energy solutions - not erely "atteries. Exide Industries Ltd' the country’s largest lead acid storage "attery anu!acturer and stored energy solutions #ro%ider' today declared its annual results !or the year 3221)24. &hile net turno%er during the :3)onth #eriod rose :4 #er cent to Rs 6'646 crore' net #ro!it during the sae #eriod increased :; #er cent to Rs 31; crore.
,uring the !ourth o$e%er' the Pro!it "e!ore Tax at Rs :2? crore and Net Pro!it at Rs ?1 crore sho$s a gro$th o! :4 #er cent and 4 #er cent res#ecti%ely. res#ecti%ely. Exide industries #ro%ide a co#rehensi%e range o! stored electrical energy #roducts and ser%ices !or industrial and trans#ortation a##lications. Trans#ortation ar(ets include original)e
-/.$782 O&;7$I<7 For consumers & dealers
Researcher has carried out research !or custoer + dealer. The o"Becti%e o! custoer and dealer are as !ollo$ing) or custo*ers =8
To !ind !ind out the consu consuers ers’’ satis!ac satis!actio tion n le%el le%el !or ser%ic ser%ices es #ro%id #ro%ided ed "y the Exide Exide dealers.
To (no$ the s#eci!ic reasons !or $hich custoers #urchase Exide "atteries.
or dea%ers=8
To !ind out the satis!action le%el o! the dealers !or co#any.
-/.783
SO.7 A Organi9ation #oint o! %ie$ D Researcher #oint o! %ie$
A
Organi9ation #oint o! %ie$
Dene!icial !or organi9ation !or sales !orecasting.
>el#s the co#any to (no$ a"out their co#etitor in ar(et.
a(e clari!ications a"out dealers.
o%es organi9ation to e%aluate S&OT analysis.
>el#s in the #lanning o! ar(eting strategies !or the #roduct.
a(es co#any to (no$ ore a"out current trend and re
>el# to (no$ that really consuers are satis!ied $ith the #roduct OR not.
D
Researcher #oint o! %ie$
Get the #ractical i#leentation o! the research.
Learns the #racticality o! the ar(eting conce#ts.
Get ore con!idence "y interacting $ith others.
Enhances the a"ility o! o"ser%ing.
I#ro%es the analytical thin(ing.
Get the (no$ledge o! ar(eting en%ironent.
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MARKETING RESEARCH
ar(eting research #lays an i#ortant role in the #rocess o! ar(eting.Starting $ith ar(et co#onent o! the total ar(eting tal(s. It hel#s the !ir to ac
7I9I$IO9
@0ar'eting researc! is a systeatic gathering' recording and analysis ar(eting #ro"le to !acilitate decision a(ing.F
) Coundi!! + Still. @0ar'eting researc! is a systeatic #ro"le analysis' odel "uilding and !act !inding !or the #ur#ose o! i#ortant decision a(ing and control in the ar(eting o! goods and ser%ices.
-
Philli# otler.
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I! one $ant $antss to (no$ (no$ $hat $hat ty#e ty#e o! denti denti!r !ric icee #eo#l #eo#lee use' use' $hat $hat they they thin thin( ( o!' o!' tele tele%i %isi sion on coercials' or $hy they "uy #articular "rands o! cars' the natural #rocedure is to as( the. Thus' the
A
The coon coon !actor !actor in all %arietie %arietiess o! the
Huestionnaire in the #roBect consists o! 3
ulti#le choice
,icthous
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Huestions o! this ty#e o!!er the res#ondents an alternati%e to choose the right ans$er aong others. It is !aster' !aster' tie sa%ing and less "iased. It also si#li!ies si#li!ies the ta"ulating #rocess.
O.79 79 E:7S$IO9S=
In this ty#e res#ondents are !ree to ans$er in their o$n $ords and ex#ress the ideas they thin( are rele%ant' such
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These are the
It is a custoer’s !eeling o! #leasure OR disa##ointent that result !ro co#aring a #roduct’s #roduct’s #ercei%ed #er!orance @outcoes to their ex#ectations. &hether the "uyer is satis!ied a!ter #urchase de#ends on the o!!er’s #er!orance in relationshi# to "uyer’s ex#ectations' and $hether the "uyer inter#rets any de%iations "et$een the t$o.
I! the #er!orance atches the ex#ectations' the custoer is satisfied, I! the #er!orance !alls short ex#ectations' custoer is dissatisfied, I! the #er!orance exceeds ex#ectations' the custoer is de%ig!ted,
S7
A nu"er o! ex#erts ha%e atte#ted to de!ine the ser%ices "ut no single de!inition has "een acce#ted uni%ersally. Ser%ices are huan e!!orts $hich #ro%ides succor to the needy. It ay "e education to a student. Ser%ices can also "e de!ined as an action o! organi9ation that aintains and i#ro%es the $ell "eing and !unction o! #eo#le’’. #eo#le’’.
Custoer e#o$erent has "ecoe a $ay o! li!e !or any co#anies that ha%e had to adBust to a shi!t in #o$er $ith their custoer relationshi#. usto*er re%ations!ip *anage*ent is the #rocess o! care!ully anaging detailed in!oration a"out indi%idual custoer and all custoers touch #oint’’ #oint’’ to axii9e custoer loyalty.
.77.$IO9=8
A oti%ated oti%ated #erson is ready to act. >o$ she8 he is in!luenced "y her8his %ie$ o! situation. In ar(eting #erce#tions are ore i#ortant than reality' "ecause it’s it’s #erce#tion that a!!ects consuer’s actual "eha%ior " eha%ior.. .erception is the #rocess "y $hich $e select' organi9e' and inter#ret in!oration in#uts to create a eaning!ul #icture o! the $orld.
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Success!ul ar(eting re
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Exide Technologies Technologies is the $orld7s second)largest #roducer o! autooti%e lead acid "atteries !or autooti%e and industrial a##lications. The Co#any’s !our glo"al "usiness grou#s Trans#ortation Trans#ortation Aericas' Trans#ortation Euro#e and a nd Rest o! &orld' &orld' Industrial Energy Aericas and Industrial Energy Euro#e and Rest o! &orld &orld - #ro%ide a co#rehensi%e co #rehensi%e range o! stored electrical energy #roducts and ser%ices !or industrial and trans#ortation a##lications.
Trans#ortation Trans#ortation ar(ets include original)e
Exide $as !ounded "y &.& &.&.. Gi""s in :111 and $as then called Electric Storage Dattery Co#any. Co#any. Gi""s #urchased the ideas and #atents o! in%entor Cleent Payen to a(e the storage "attery a coercial #roduct. Gi""s targeted electric lighting lighting co#anies so they could use the storage "atteries to #ro%ide ser%ices to their custoers.
In :422' the co#any de%elo#ed a #roduct o! greater ca#acity and less $eight !or electric taxica"s. This "attery $as the !irst to "ear the nae Exide' short !or KExcellent OxideK.
&hen the 0nited States entered &orld &orld &ar &ar I' Exide "atteries $ere used to o#erate air#lane radio sets and #o$er radio stations. In :461' Exide ac
Exide "ought out the dry "attery "usiness o! a co#any called Dritannia Datteries Ltd. ,uring &orld &ar &ar II' Exide $as a aBor su##lier o! "atteries !or 0.S. Na%y Na% y su"arines and #riary contractor !or "atteries used in the ar( :1 electric tor#edo.
Exide entered the dry)cell "attery industry in :4= :4 = $hen it ace reorgani9ed the $orld$ide anageent structure into Glo"al Dusiness 0nits and sold o!! non)"attery units to allo$ the co#any to concentrate on its #riary "usiness. In 3222' Exide ac
Incor#oration dated :3 Octo"er' :411. The nae o! the co#any $as !urther changed to Exide Industries Ltd. on 3 August' :44.
The co#any anu!actures the $idest range o! storage "atteries in the $orld !ro 3. Ah to 32';22 Ah ca#acities' co%ering the "roadest s#ectru o! a##lications. The co#any h as six !actories strategically located across the country - t$o in aharashtra' one in &est &est Dengal' t$o in TailNadu TailNadu and one o ne in >aryana. The co#any’s #redecessor carried on their o#erations as i#ort house !ro :4:? under the nae n ae Chloride Electrical Storage Co#any. Therea!ter' Therea!ter' the co#anies started anu!acturing storage "atteries in the country and ha%e gro$n to "ecoe one o! the largest anu!acturer and ex#orter o! "atteries in the su")continent today. today. Exide se#arated !ro its 0)"ased #arent' Chloride Grou# Plc.' in :414' :414 ' a!ter the latter di%ested its o$nershi# in !a%or o! a grou# o! Indian shareholders. The co#any has gro$n steadily' odernised its anu!acturing #rocesses and ta(en initiati%es on the ser%ice !ront. Constant inno%ations ha%e hel#ed the co#any to #roduce the $orld’s largest largest range o! industrial "atteries extending !ro 3. Ah to :222 Ah and co%ering %arious technology con!igurations.
O0./9CGS -IS$OC=8
1#16 Chloride Electrical Storage Co. @CESCO' 0' set u# trading o#erations in India as an i#ort house.
u # in Shanagar' &est &est Dengal. 1#46 /irst !actory set u# 1#4" T$o Indian Co#anies $ere !ored Associated Dattery a(ers @Eastern Ltd. - ADEL too( o%er the anu!acturing o#erations. 1#6 ADEL "ecae a listed #u"lic liited co#any. 1#6# Second /actory set u# in Chinch$ad' Pune.
ADEL’s nae changed to Chloride India Liited. 1#"2 ADEL’s 1#"6 R+, Centre esta"lished in ol(ata.
&est Dengal. 1#1 Third !actory set u# in >aldia' &est 1# Chloride India Liited $as renaed as Chloride Industries Liited. 1##2 /irst Su"arine "atteries deli%ered to the Indian Na%y.
echnical cal colla colla"or "orat atio ion n $ith $ith Shin Shin o"e o"e Elec Electr tric ic achi achine nery ry Co. Co. Ltd. Ltd. o! *a#a *a#an' n' a 1##4 Techni su"sidiary o! the >itachi Grou#. 1##5 Chloride Industries Ltd renaed Exide Industries Liited. @EIL
Tail Nadu. 1##" /ourth !actory set u# at >osur' Tail 1## Exide acaryana. 2 Ac
o! Eighth !actory at Da$al' >aryana 23 Coissioning Ne$ *M co#any in 0) ESPE Datteries Ltd !ored $ith : EIL holding. Strategic Alliance Alliance $ith IDG in Netherlands !or ar(eting in Euro#e.
Associ ociate ated d Datter Dattery y anu!a anu!actu cturer rerss @Ceylo @Ceylon n Liite Liited' d' Sri Lan(a Lan(a "ecae "ecae a su" su"si sidia diary ry 24 Ass
25 26 2" 2" 2" 2 2#
conse
&rands EI,E' C>LORI,E IN,E ,JNE Standard /uru(a$a @S/ SONIC *0PITER CONRE
Subsidiaries
Associated Dattery anu!acturers @Ceylon Liited @ADLF Es#ex Datteries Liited @ESPEF Chloride Datteries S E Asia Pte Liited @CDSEAF Leadage Alloys India Liited @Leadage Tandon etals Ltd. @TLF Caldyne Autoatics Liited @CaldyneF Chloride International Liited @CILF
O?/9IH/ O?/9I H/$IO9 $IO9 OB
S.D Ganguly' Chairan Eeritus
R.G. a#adia' Chairan + Non Executi%e ,irector
R.D. RaheBa' Mice Chairan+ Non)Executi%e ,irector
T.M. .M. Raanathan' anaging ,irector+ Chie! Executi%e O!!icer
G. ChatterBee' ,irector - Industrial
P.. ata(y' ,irector - Autooti%e
S. .ittal' ,irector - Research + ,e%elo#ent
A.. u(herBee' ,irector - /inance + Chie! /inancial O!!icer
MiBay Aggar$al' Non Executi%e ,irector
>. . othari' Non Executi%e ,irector Dhas(ar itter' Non Executi%e ,irector
S.N. oo(herBee' Non Executi%e ,irector
A.>. Par#ia' Non Executi%e ,irector
S.D. RaheBa @Alternate , S Pare(h' Non No n Executi%e ,irector
&. &ong' Non Executi%e ,irector
.O:$ .O7=8
7nerg+ neit!er can be created nor destro+ed, It can be c!anged fro* one or* to anot!er, anot!er, aw of conservation of energ+,
A "attery is #erha#s the only gi!t o! science $here eclectic energy is stored "y eans o! electrocheical #otential generated "y electro) cheical reactions. @Cheical reactions initiated "y electric $hich ta(es #lace $ith the eans o! electron exchange "et$een the reactants. As and $hen re
&:SI97SS .OI7=8
1, /uto*otive &atteries, In the doestic doestic ar(et' ar(et' the Co#any Co#any sells sells its #roducts #roducts under EI,E' EI,E' S/' S/' SONIC and Standard /uru(a$a Drands. ’EI,E’ and S/F are its !lagshi# "rands. In the international ar(et the #roducts are sold ainly under ,JNE' IN,E + SONIC "rands. The Co#any su##lies "atteries to alost all the car and t$o)$heeler anu!acturers in in the country. The Co#any has a distri"ution net$or( co#rising o%er ;222 dealer outlets. These outlets are su##orted "y ; regional o!!ices and 31 "ranch o!!ices. The Co#any also ex#orts "atteries to the iddle East' *a#an and CIS countries.
The Co#any has a ar(et share o! =3 in case o! Autooti%e OE and =2 in case o! Organi9ed Retail. The Co#any also anu!actures su"arine "atteries.
2, Industria% &atteries, The Co#any designs and anu!acture its industrial "atteries in a $ide range !ro 3. Ah to 32'?22 Ah in con%entional !looded and Mal%e Regulated Lead Acid @MRLA design. In doestic ar(et' the Co#any sell its #roducts ainly under EI,E' IN,E' S/' CEIL + PO&ER SA/E "rands and in the international ar(ets ainly under CEIL' C>LORI,E and IN,E "rands. Industrial "atteries are o! three ty#es' Con%entional lead acid "atteries' MRLA @Mal%e regulated lead acid "atteries "atteries and Nic(el)Cadiu "atteries. Doth Doth organi organi9ed 9ed and unorgani unorgani9ed 9ed #layer #layerss co#et co#etee in the OE and retail retail indust industria riall "atter "attery y ar(ets. Industrial "atteries cater ostly to the in!rastructure sector such as rail$ays' teleco' #o$er #lants' solar cells and other industrial segents such as uninterru#ted #o$er su##ly' su##ly' in%erters and traction "atteries. Exide’s In%a tu"ular "atteries !or In%erter a##lications $ere introduced in 3222 and Tele tu"ular !or Teleco Sector introduced in the year 322= has created %olue gro$th.. The Co#any also anu!actures industrial "atteries !or niche segents such as iners’ ca# la# "atteries and su"arine "atteries.
3, Sub*arine &atteries, The Co#any also also anu!actures anu!actures high)end su"arine "atteries @Ty#e @Ty#e :' 3 + 6. The Co#any Co#any anu!actures t$o to three su"arine "atteries a year to eet the country’s de!ence re
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Q oad= Datteries !or cars' otorcycles' light and hea%y duty' coercial Mehicles' "uses and road rollers. Q ai%wa+s= Datteries !or starting diesel engines' train lighting' air conditioning' Signaling' teleeter control e
/ir= Datteries !or aircra!t ground starting and auxiliary #o$er during /light.
Q Datteries ies !or coun counica icatio tion' n' stand"y stand"y #o$er #o$er sys syste tes' s' su" su"ar arine ine'And 'And other other Sea= Datter "oards.
&, 0I9I 0I9I9? 9?== ) inor’s ca# la# Datteries.
, O00:9I/ O00:9I/$IO9= $IO9=)Datteries Datteries !or telecouni telecounication cation'' tele#hone tele#hone exchange exchange and icro$a%e stations.
, .OB7 .OB7= =)Datteries Datteries !or #o$er station tri# circuit "rea(ers' "rea(ers' contractor contractors' s' eergency eergency #o$er control roo' indicating la#s and alar systes.
7, 77 779 97= 7= ain #ro#ulsion "atteries !or >,& su"arines ,e!ense trans#ortation' ared ared ilita ilitary ry %ehicl %ehicles es @trans @trans#or #ort. t. Datter Datteries ies !or contro controll sys syste tess on hea%y hea%y artill artillery ery Datteries !or under $ater #ro#ulsion o! tor#edoes. Datteries !or !ighter air cra!t’s cra!t’s @IG @IG
) 0O$I<7 .OB7=) /or( -li!ts' Elect) %ehicles @D>EL' #lat!or truc(s' #allet truc(s and Stac(ers.
?) SO/=) S#ecially designed' lo$ aintenance "atteries "atteries !or SPM a##lications. Q Reote Reote a##lica a##licatio tions ns Relia" Relia"le le and eco) eco) !riendl !riendly y solar solar #hoto #hoto %oltai %oltaicc @SPM @SPM Syste Systess !or counication' health centers' schools' radios and sets and counity lighting syste.
Q Street lighting syste syste /or areas $here a%aila"ility o! electricity is non existing existing or interittent' solar #o$er street systes Q Rail$ay signaling syste S#eci!ically designed SPM systes !or rail$ay signaling.
-) S$/9&C .OB7= ) 0PS' teleco' #o$er #lants + su"stations.
I) .O$ .O$/&7 .OB7=) Search light' eergency eergency light' light' edical edical electronic' electronic' %ideo caeras' testing and easuring' arine and o!! shore e
;) .OB7 77O9IS= 8 Po$er Gen In%erters ’ Eergency stand"y #o$er su##ly !or doestic users and institutional "uyers. Dattery chargers a /lexi chargers " Personal chargers c Traction chargers d SPS "ased MRLA charger !or teleco e ini chargers !or otor cycles @
Gol! cart "atteries Syste
Rail$ay Starter
Ta"ular !or in%erter22=6
iner7s Ca# La#
MRLA !or 0PS
Plante
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/uto*otive eports
Q Exid Ex idee Indus Industr trie iess Indi Indiaa is o! the the lar large gest st anu anu!a !act ctur urer erss o! Lead Lead Acid Acid Stor Storag agee Datt Datter erie iess in &orld' ar(eting its #roducts to &estern Euro#e' iddle East' A!rica' South Aerica' SAARC and South East Asian Countries. Q EI, EI,E E'' C>LO C>LORI RI,E ,E'' IN,E IN,E' ' ,JN ,JNE E'' Stan Standa dard rd /ur /uru( u(a$ a$a' a' S/ S/ SONI SONIC' C' *0P *0PIT ITER ER'' CONRE are all "rands in $hich $e ar(et our #roducts glo"ally. glo"ally. Q Thee co Th co#a #any ny has a tec techn hnic ical al coll colla" a"or orat atio ion n $ith $ith Shin Shin o"e o"e ,en(i ,en(i'' *a# *a#an an'' the the a(er a(erss o! o! the >itachi "rand o! "atteries' and /uru(a$a Dattery Co#any' Co#any' *a#an Q Exid Ex idee Ind India ia has its its o$n o$n R+, R+, Cen Centr tre' e' $hic $hich h is is con conti tinu nuous ously ly desi design gnin ing g and and de%el de%elo#i o#ing ng "atteries !or International and ,oestic ar(et. Q
ISO8TS - :? :?4;4 - gi%e th the ent entire li literatu ature.
Q Exid Ex idee are are the the OE OE su## su##li lier erss to to alo alost st e%er e%ery y car car an anu! u!ac actu turer rer o! re#ut re#utee ) E.g. E.g. Gene Genera rall otors' Toyota' >yundai' TATA otors' aruti' /IAT' Leyland' Renault' >onda to nae a !e$. Alost 12 o! car anu!actured in India are !itted $ith a "attery anu!actured "y us.
/wardsJ ertificates ertificat es and ecognitions=8 ecognition s=8
Exide >aldia had a rich haul at the II awards cereony in ol(ata !or 21)24 $inning !i%e a$ards in di!!erent categories. At the CII @Eastern Region a$ards cereony in ol(ata !or 21)24 Exide Shyanagar $on II .roductivit+ /ward ):ST Pri9e in category AF !or Signi!icant I#ro%eent in Producti%ity during the year II Eua%it+ /ward - Certi!icate o! A##reciation !or Coenda"le e!!ort in the area o! Total Huality at the CII@ER Huality A$ard A$ard 3221)24 or Industria% .%ant
&est Dengal is an ISO8#1 A ISO8141 Certi!ied "y (/) Co#any’s Plant at Shanagar' &est T0M)NOR,' T0M)NOR,' Gerany. It has secured the !ollo$ing a$ards and recognitions Certi!icate o! A##reciation !or Coenda"le E!!ort in Total Total Huality - "y CII - 3226 3 226 Certi!icate o! A##reciation A##reciation !or Coenda"le E!!ort in Energy Conser%ation - "y CII - 3226 Certi!icate o! erit !or ost Signi!icant Achie%eent in Total Huality anageent- "y CII) 322; + 322 Certi!icate o! A##reciation A##reciation !or Dest Practice in Industrial Relations - "y CII -322 )2? :st Position !or Sustaining a >igh le%el o! Producti%ity P roducti%ity A$ard A$ard Contest - "y CII - 322?)2= 3 22?)2= ost Signi!icant I#ro%eent in $E0 Huality A$ard A$ard Contest - "y CII - 322?)322= &est Dengal is an ISO)422: and ISO :;22: certi!ied "y T0M) (&) Co#any’s Plant at >aldia' &est NOR,' Gerany. Gerany. It has secured the !ollo$ing a$ards and recognitions Huality A$ard A$ard "y CII)3226 + 322? 32 2? Producti%ity A$ard !ro CII Category A’)3226 Sa!ety A$ard A$ard !ro CII) 3226 A$ard !or Dest Practices in Industrial Relations - "y " y CII )322; Indal Tro#hy !or >R,) "y CII) 322 + 322= .roductivit+ /ward) "y CII)322
Certi!icate o! A##reciation !or Energy Conser%ation) "y CII) 322 7nviron*ent 7ce%%ence /ward8 "y &est Dengal Pollution Control Doard + Indian Cha"er o! Coerce ) 322
Sa!ety' >ealth + En%ironent ) "y CII - 322= I$ $rop!+ !or Sa!ety' Tailnadu is an ISO)422:' ISO 8 TS):?4;4 and ISO):;22: () Co#any’s Plant at >osur' Tailnadu certi!ied "y T0M)NOR, T0M)NOR, o! Gerany. It has secured the !ollo$ing a$ards and recognitions :22 PP a$ard !ro OE custoer Aerican Po$er Cor#oration -*anuary ’26 Huality a$ard !ro OE custoer Toyota ) A#ril ’26 + A#ril 2; Sa!ety a$ard !ro Go%ernent o! Tailnadu ) A#ril’26 :22 PP a$ard !ro OE custoer >yundai ) *une’26
ero PP A$ard A$ard !ro OE custoer Toyota - A#ril’2; Toyota ) A#ril’2; ?reen award !ro OE custoer Toyota Dest Huality su##lier a$ard !ro OE custoer Toyota - A#ril’2 ero PP a$ard !ro OE custoer Toyota) Toyota) A#ril’2 Toyota ) A#ril’2 Eua%it+ e%iver+ /ward !ro OE custoer Toyota /irst Pri9e in Dest Garden Co#etition @Industrial Category a$arded "y ysore >orticulture Society - 322 eaders!ip and 7ce%%ence /ward /ward in Sa!ety' >ealth + En%ironent "y CII -322?
Indian anu!acturing Excellence Exc ellence - GoldF A$ard A$ard -!or Autooti%e Ancillary Category !ro /rost + Sulli%an in 322? CII)EI Dan( A$ard A$ard !or Strong Coitent to Excel "y CII in 322? ?th TERI Cor#orate En%ironental A$ard) A$ard) ay’ 2= TaloBa' aharashtra is an ISO 8 TS):?4;4 + ISO :;22: Certi!ied. It has () Co#any’s Plant at TaloBa' secured the !ollo$ing a$ards and recognitions
Su##lier A$ard A$ard - Certi!icate o! A##reciation) "y >onda >on da Siel Cars India Liited in 3223. :st Co#any to "e #ut on PCD &e"site !or using secured land!ill in 3226. Eua%it+ Si%ver /ward /ward b+ &ajaj in 26, 2 6, (7) Co#any’s Plants at Chinch$ad' aharashtra and Da$al' >aryana are ISO 8 TS - :?4;4 and ISO - :;22: certi!ied "y T0M - NOR, and the one at anBurarg' aharashtra is an ISO 422: certi!ied "y T0M - NOR,.
A$ard !or three consecuti%e years -322) () The Co#any also secured Dest S/ Dattery A$ard 322?)322=
The !ollo$ing ta"le de#icts the ISO certi!ications o! the Co#any’s %arious Plants)
FACTORIES
SHAMNAGAR CHINCHAWAD HALDIA HOSUR TALOJA BAWAL KANJARMARG
ISO9001:2000
ISO14001:1996
TS6949:2002
-/.$786 esearc! *et!odo%og+ ata co%%ection Priary data Secondary data
Sa*p%ing tec!niue Sa*p%e size :niverse
/$ /$/ O7$IO9=8 O7$I O9=8
The tas( o! data collection "egins a!ter a research #ro"le has "een de!ined and research design8 #lan chal(ed out. &hile deciding a"out the ethod o! data collection to "e used !or study' study' the researchers should (ee# in ind t$o ty#es o! data %ia .#riary and secondary.
.ri*ar+
data=
Priary data are o"tained "y a study s#eci!ically designed to !ul!ill the data o! the #ro"le at hand .#riary data is collected during the course o! doing ex#erient "y using %arious ethod o! data collection such as inter%ie$ ethod
O"ser%ation ethod
3.
Inter%ie$ e ethod
6.
Huestionnaires ethod
;.
Collection o! data ata th through sc schedu edules
esearc!er !as used uestionnaires *et!od as co%%ection of pri*ar+ data,
Another ty#e o! data collected is secondar+ data,
Secondar+ data=
Secondary data eans in!oration that is already a%aila"le. Secondary data eans $hich are not originally collected "ut rather o"tained !ro #u"lished data are a%aila"le in
a
Mario arious us #u"l #u"lic icat atio ions ns o! cent centra ral' l' stat statee and and loca locall go%e go%ern rne ent ntss
" Marious Marious #u"lications o! !oreign go%t. or o! international "odies and their su"sidiary su"sidiary organi9ations. c Technical and trade Bournals. d Doo(s and aga9ines. Secondar+ data is co%%ected b+ researc!er wit! t!e !e%p of=8
Co#any docuents' Doo(s Pu"lished in!oration &e"#age
S/0.I9? $7-9IE:7=8
In research uni%erse re!ers to total no. o! #articular ites in a de!ined area on a #articular tie. In research generally it is not #ossi"le to select $hole #o#ulation !or sur%ey. sur%ey. So researcher uses sa#ling techni
$+pes of sa*p%ing tec!niue=8 1, .rob .robabi abi%i %it+ t+ sa*p sa*p%i %ing ng
Si#le rando sa#ling Cluster sa#ling Systeatic sa#ling Strati!ied sa#ling
2, 9on 9on prob probabi abi%i %it+ t+ sa* sa*p% p%in ing g
Huota sa#ling *udgent sa#ling Con%enience sa#ling ,eli"erate sa#ling
esearc!er !as used convenience sa*p%ing, S/0.7 SIH7 Part o! the uni%erse $hich is selected !or sur%ey is called SAPLE SIE. Researcher ust #re#are a sa#le design !or his study i.e.' he ust #lan ho$ a sa#le should "e selected and o! $hat si9e such a sa#le $ould "e.
Sa*p%e size of researc! is=8
:2 in case o! dealer sur%ey 32 in case o! custoer sur%ey
:9I<7S7
In research uni%erse re!ers to total no. o! #articular ites in a de!ined area on a #articular tie. Researcher’s uni%erse is ,a#odi' Dhosari' Mishal Mishal nagar' Tatha$ade' Tatha$ade' Nigdi.
-/.$78" ata /na%+sis and Interpretation
Analysis o! Custoer Huestionnaire
Eue,1 !ow wou%d +ou rate +our %eve% of satisfaction wit! co*pan+ in regards to priceA va%ueD
Alternati%e
Custoer res#onse
Kage
7ce%%ent
1
5
#
45
?ood
6
3
air
3
15
.oor
1
5
custoers are greatly satis!ied $ith #roduct #rice. ;custoers are !ully satis!ied $ith #roduct #rice. 62 custoers are satis!ied $ith #roduct #rice.
Eue2. -ow wou%d +ou rate t!e product of co*pan+D
Alternati%e
Custoer res#onse
Kage
/air
3
15
Good
13
65
Excellent
3
15
Su#er"
1
5
? custoers rate the #roduct as good. : custoers rate the #roduct as excellent. : custoers rate the #roduct as !air.
*+,! )& i-$%&,! & /'+i) /'+i) Eue3. Exi!"# $%&'() *+,!
Alternati%e
Custoer res#onse
Kage
Strongly agree
3
15
Agree
12
6
Neither agree nor disagree
5
25
,isagree strongly disagree
?2 2! custoers are agree that co#any should i#ro%e
%+)! )*! #!%,i(!# & Exi! I'#)%i!# L). L). Eue4, H&3 3&' &' %+)!
Alternati%e
Custoer res#onse
Kage
7ce%%ent
1
5
6
3
?ood
4
2
air
"
35
.oor
2
1
:2 custoer says that co#any #ro%ides #oor ser%ice. custoer thin(s that co#any #ro%ides excellent ser%ice. 6 custoers are in !a%or o! !air ser%ice.
Eue5, -ow wou%d +ou rate +our %eve% of overa #+5#+(5& 3i)* C&-$+
Alternati%e
Custoer res#onse
Kage
7ce%%ent
1
5
12
6
?ood
1
5
air
5
25
.oor
1
5
Total satis!action $ith co#any o! custoers is ?2 are not satis!ied $ith co#any.
Eue6, -ow did +ou !ear about (&-$+"# $%&'()
Alternati%e
Custoer res#onse
Kage
Ad%ertiseent
:2
2
Sales re#resentati%e
:
Colleague8 !riend
3
Other
;
32
Ad%ertiseent is aBor source o! a$areness to custoers. @2 Colleague 8!riend #lays 3 role in a$areness o! #roduct.
Eue", -ow %i'e%+ %i'e%+ are +ou to reco**end 7ide 7ide Industries Industries td, to a friend or re%ativeD re%ativeD W&' &' #+ )*! (*+(!# +%!
Alternati%e
Custoer res#onse
Kage
7ce%%ent
3
15
5
25
?ood
11
55
1
5
air .oor
Norally custoers $ill recoend to their !riend !riend OR relati%e to "uy the #roduct. The chances not to recoend relati%e are %ery !e$ are . Excellency !or this is only :.
Eue, W&' &' &' i7! )& $'%(*+#! )*! $%&'() & (&-$+ (&-$+ i ')'%!
Alternati%e
Custoer res#onse
Kage
,e!initely
6
3
Pro"a"ly
#
45
De unsure
5
25
Pro"a"ly not ,e!initely not
,e!initely 62 custoer $ill "uy the #roduct in !uture. Pro"a"ly ; custoer $ill "uy the #roduct # roduct in !uture. 3 custoers are unsure !or their !uture #urchasing.
Eue#, 8&' !i!,! C&-$+ !#!%,!# &'% &+).
Alternati%e
Custoer res#onse
Kage
Strongly agree
3
15
Agree
1
5
Neither agree nor disagree
5
25
,isagree
2
1
strongly disagree
: o! custoers are strongly agreed on co#any loyalty. 3 are neither agree nor disagree on co#any loyalty. 2 are agreed on co#any loyalty.
Eue1. D& &' )*i7 (&-$+ i# &&3i &&3i ('#)&-i;! ('#)&-i;! #&'5&
Alternati%e
Custoer res#onse
Kage
Strongly agree
6
3
Agree
1
5
Neither agree nor disagree
2
1
,isagree
1
5
strongly disagree
1
5
>al! o! the custoers thin( that co#any is !ollo$ing custoi9e cu stoi9e solution. :2 custoers thin( that co#any is not !ollo$ing custoi9e solution.
/na%+sis of ea%er Euestionnaire
Eue1, Eue1, -ow wou%d wou%d +ou rate t!e overa%% overa%% ua%it+ ua%it+ of +our +our re%at re%ation ions!i s!ip p wit! wit! co*pan co*pan+ +L considering a%% of +our eperiences wit! t!e*D Bou%d +ou sa+ it isD
alternati%e
,ealer res#onse
Kage
7ce%%ent
5 3 1
5 3 1
1
1 M
2 o! the dealers are ha%ing excellent relationshi# $ith co#any. :2 dealers do not "elie%e in co#any relationshi#. co#any. :2 dealers are ha%ing good relationshi# $ith co#any.
Eue2, -ow wou%d +ou rate +our %eve% of satisfaction satisfaction wit! o*pan+ in regards to custo*er serviceD
alternati%e
,ealer res#onse
Kage
7ce%%ent
3 6
3 6
air .oor
1
1
62 dealers "elie%e in excellent ser%ice o! co#any.. :2 dealers "elie%es in !air ser%ice o! co#any Alost ?2 dealers "elie%e in %ery good ser%ice o! co#any
Eue3, /re t!e profit profit *argin given to +ou is, is,
alternati%e
,ealer res#onse
Kage
Satis!actory G oo d /air Poor
; ; 3
;2 ;2 32
argin #ro%ided "y co#any could satis!y only ;2 dealers. ;2 dealers thin( that argin is good. 62 dealers thin( that argin is !air.
Eue4, o +ou t!in' t!e de%iver+ ti*e is too *uc! for productD
alternati%e
,ealer res#onse
Kage
Strongly agree Agree Neither agree nor disagree ,isagree strongly disagree
1 2 3 4
1 2 3 4
There is no single dealer $ho says that deli%ery tie is too uch. ;2 are strongly disagree that deli%ery tie is too uch 32 are neither agree nor disagree $ith deli%ery tie.
Eue5, $!ere are no bonus JincentiveJgifts JincentiveJgifts for dea%er
alternati%e
,ealer res#onse
Kage
Strongly agree Agree Neither agree nor disagree ,isagree strongly disagree
1 2 3 1 3
1 2 3 1 3
:2 dealers says that there is "onus OR incenti%e !or the. 62 are neither agree nor disagree $ith "onus OR incenti%e. 62 strongly "elie%e in "onus + incenti%e o! co#any..
Eue6, $!e co*pan+ does not %isten to co*p%aint and grievance,
alternati%e
,ealer res#onse
Kage
Strongly agree Agree Neither agree nor disagree ,isagree strongly disagree
1 2 1
1 2 1
6
6
:2 dealers "elie%e that co#any do not listen any co#laint. :2 dealers are neither agree nor disagree $ith this. co#any. ?2 dealers strongly "elie%e that co#any listen their co#any.
Eue", $!e co*pan+ is ab%e to survive because of t!e
alternati%e
,ealer res#onse
Kage
Huality o! the #roduct Price o! #roduct No co#etitor Drand nae Custoer satis!action
" 1
" 1
2
2
=2 dealers "elie%e that co#any is sur%i%ing in ar(et "ecause o!
Eue, $!e organization does not ta'e suggestion fro* fro* dea%er
alternati%e
,ealer res#onse
Kage
Strongly agree Agree Neither agree nor disagree ,isagree strongly disagree
2
2
4 3 1
4 3 1
Strongly suggestions ta(en "y are only :2 dealers. 32 dealers thin( that co#any do not ta(e any suggestion.. ;2 are neither agree nor disagree !or the sae
Eue#, Cou Cou be%ieve o*pan+ deserves +our %o+a%t+.
alternati%e
,ealer res#onse
Kage
Strongly agree Agree Neither agree nor disagree ,isagree strongly disagree
5 3 1 1
5 3 1 1
>al! o! dealers strongly say that co#any deser%es their loyalty. :2dealers are not in !a%or o! co#any loyalty. :2 dealers are neither agree nor disagree $ith this.
Eue1, W&' &' i7! )& (&5'! &% )*! (&-$+ i ')'%!
alternati%e
,ealer res#onse
Kage
,e!initely ,e!initely not De unsure Pro"a"ly not Pro"a"ly
# 1
# 1
42 o! dealers $ant to "e continuing !or the co#any. :2 dealers do not $ant to "e continuing !or co#any.
●
●
●
-/.$78 Observation and indings ●
●
●
Observation and indings Custoer #oint o! %ie$
12 o! custoers are satis!ied $ith #rice o! the "atteries o! co#any.
1 o! the custoers are satis!ied $ith #roduct.
= o! custoers $ant to i#ro%eent in
o! custoers are satis!ied $ith ser%ice o! o ! co#any.
Totally =2 custoers are satis!ied $ith co#any at all.
A total o! 2 custoers hear a"out co#any "y ad%ertiseent ad% ertiseent + 32 "y
relati%e M!riend OR college
In !uture 4 o! custoer $ill recoend to his relati%e OR !riend.
= o! #resent custoers $ant to "e continuing !or co#any.
? custoers thin( that co#any deser%es their loyalty. loyalty.
12 custoers thin( that co#any custoi9es their solution.
,ealer #oint o! %ie$)
42 dealers ha%e good relationshi# $ith co#any.
42 dealers are satis!ied $ith ser%ice #ro%ided "y co#any co #any..
12 dealers are satis!ied $ith argin gi%en "y co#any.
42 dealers are satis!ied $ith deli%ery tie ta(en "y co#any.
=2 dealers are satis!ied $ith "onus and incenti%e gi%en "y co#any.
?2 dealers say that co#any listen their co#laint grie%ances.
=2 dealers say that co#any is sur%i%ing in ar(et "ecause o! Huality Product.
32 dealers say that co#any is sur%i%ing in ar(et "ecause o! Drand Nae.
;2 dealers say that co#any ta(es their suggestions.
42 dealer says that co#any deser%es their loyalty. loyalty.
42 dealers $ant to reain in !uture.
-/.$ 78#
Suggestions
Recoendations Recoendations + Suggestions
Custoer oriented
Co#any should #ro%ide "etter custoer cu stoer ser%ice.
Co#any should i#ro%e $arranty #eriod.
Co#any ay #ro%ide hoe deli%ery ser%ice.
Prices should "e !air.
Detter ser%ice $ith no addition o! extra cost. co st.
Should #ro%ide !ree ser%ice ca#.
aintain continue custoer relationshi#.
Target the custoer according to their need.
,ealer oriented
Co#any should #ro%ide ore ser%ice ca#s.
Scra# "attery should #urchase at ore #rice.
Should i#ro%e ser%ice.
,o not #ro%ide dealershi# in near"y area.
Should i#ro%e
Co#any can gi%e ore argins to dealers.
Pro%ide ore !lexi "oard to dealers.
Pro%ide ore !lexi "oard to dealers.
Co#any should %isit the dealers a!ter regular inter%al.
Gi%e ore attention on #rootion acti%ity o! dealers.
-/ .$7 81
i*it ations
i*itations
General ,i!!erence in ethodology. ethodology. Lac( o! counication Consuer "eha%ior " eha%ior.. A##lying sae techni
&ithin &ithin a tie s#an o! o ! t$o onths it $as di!!icult to co%er $hole o! Nashi( district. Huestionnaire !illed in t$o onths $as only :22 in nu"er so analysis #art ay indulge soe $rong analysis. &hole #roBect $as liited to area o! o ! Nashi( district so it ay "e #ossi"le that res#onse o! another district or area ay "e di!!erent. &rong res#onse "y custoer $hile !illing
:. The study $as $as liited liited carried carried out out in Pune and its its %icinity %icinity $ith $ith sa#le sa#le si9e o! :22 3. Tie Tie $as a constrai constraint nt in study study as as only 2 day allotted. allotted. 6. The in!orat in!oration ion gathered gathered $as "ased "ased on custo custoers ers’’ res#on res#onse se to
i. AREA LIMITATION: T*! #)' 3+# i-i)! )& <'! (i) &. H!(! =i# -+ i>!% %&- &)*!% $+%)#
& Ii+ 3*!%! I *+,! &) ,i#i)!
ii. NON-RESPONSE ERROR: I) i# +-&#) i-$&##i! )& &)+i +)+ %&- !+(* ? !,!% %!#$&!) (&,!%!
i #+-$!. T*!%! +%! +3+# #&-! %!#$&!)# 3*& %!'#! )& i,! i&%-+5&
iii. LIMITED SOURCE OF DATA COLLECTION: S&'%(!# & +)+ &% (&!(5& & #!(&+% +)+ 3!%! i-i)!
iv. TIME CONSTRAINT: T*!%! 3+# 5-! (&#)%+i) )& )*i# $%&@!(). T*! $%&@!() *+# )& ! (&-$!)! 3i)*i
2 -&)*#.
v. BUSY RESPONDENT: M+ 5-!# %!#$&!)# 3!%! #& '# )*+) )*! i) ) i,! %!$. T*!%! 3!%!
i+#! %!$i!# +#&.
vi. OTHER OTHER REASONS: REASONS: T*!%! 3!%! *!+, %+i# '%i )*! $!%i& & #'%,!. S& )*!%! 3+# -+ 5-!#
$%&!- i (&'(5 #'%,! ? )%+#$&%)+5&.
ocating t!e target Sub ea%ers of Sa*sung 7%ectronics is ver+ ti*e consu*ing,
Sa*p%e size is %i*ited due to t!e %i*ited period for surve+,
$!e %ocation of Sub ea%ers to cover t!e various areas of t!e cit+ is tedious and ti*e consu*ing,
?etting accurate response fro* t!e respondents due to t!eir in!erent prob%e* is difficu%t, $!e+ *a+ be partia% or refuse to cooperate,
espondents *a+ not be at s!op and *a+ !ave to re contact or rep%ace b+ ot!ers,
$!e stud+ was %i*ited to .i*pri8!inc!wad A .une cit+ on%+ on %+,,
/s t!e Surve+ ref%ects on%+ one ti*e fra*e of t!e &usiness +ear t!e findings t!at we get *a+ not stand for t!e w!o%e w!o %e +ear, +ear, -ence t!e resu%ts are on%+ for t!e ti*e period fro* 0a+8;u%+ and do not tota%%+ ref%ect t!e annua% perfor*ance of t!e co*pan+,
T*! =i# + #'!#5&# *+,! !! +#! & )*! &#!%,+5&# -+! '%i
)*! )3& -&)*#. A -&%! !)+i! #)' (&' &) ! (+%%i! &') '! )& )*! 5-! (&#)%+i) & )3&
-&)*# ' $+)! %!'+%. %!'+%. 8!) 8!) I T*! +()# ='%!# +%! &) (&-$!)! +(('%+)! +# )*! +%! '$+)! *+,! )%i! - !#) )& (&!() +# '$+)! +)+ +# $&##i!.
Anothe one
T*! #'%,! 3+# i-i)! &% <'! %!i& &.
R+&- #+-$i & (*!-i#)# 3+# &! '!% )*! -+%7!) #'%,!.
D'! )& )*! %!#)%i()! 5-! %+-! )*! #+-$! #i;! 3+# #-+. Bi !% #+-$! #i;! 3&' *+,! -+! !3 +#$!()# -&%! (!+%.
S+!# +((&')# &% D&()&%# $%!#(%i$5& +# 3! +# over the counter #+!. #+!.
W*i! i)!%,i!3i )*! %!#$&#! )& !+(* /'!#5& 3+# &) $&##i! &% !3 (*!-i#)# #& i) i# &) $&##i! )& !) $!%!() $!%(!$5& & i)!%,i!3!!.
A!%&& 5-! i# & )*! 5-! 3*! %!)+i!%# !)!%)+i &% %!#) & )*! 5-! i# (&#i!%! +# %'#* *&'%# #& %!#!+%(*!% (+ )+%!) -+xi-'- & %!)+i!%# $!% +.
Fii# +%! %!$%!#!)+5,! & #+-$! #i;! + (&-$&#i5&.
Since the sa#le si9e $as sall "ut re#resentati%e' care should still "e ta(en $hile generali9ing the !indings. @Sa#le si9e $as :2.
,ata collected !ro sall and ediu ad agencies.
R!#')# i7! )& ,+% i !i)*!% & )3& (&-$&#i5& &% #+-$! #i;! (*+!#.
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Ethical
In!oration gi%en "y anageent is "iased. Researcher is not gi%ing true #icture. In!oration is isused. /orcing the res#ondent to gi%e #ersonal ans$er. ans$er. Pseudo search "y researcher @PreBudice.
C>APTER):: Suary
Exide Technologies is the India’s India’s largest #roducer o! autooti%e lead)acid "atteries !or autooti%e and industrial a##lications. Exide industries #ro%ide a co#rehensi%e range o! stored electrical energy #roducts and ser%ices !or industrial and trans#ortation a##lications. The #roBect $as carried out o ut !or study and analysis the dealers net$or( and consuer’s #erce#tion a"out Exide "atteries in Pune. It $as $as done ainly to (no$ the satis!action le%el o! the dealers against the di!!erent ser%ices #ro%ided "y the co#any and also to (no$ the consuer’s satis!action against the #roduct and ser%ices #ro%ided "y the dealers. /or o%er 1 years' Exide Industries Liited has #ioneered "attery technology in India. It is the only co#any in the country to design and anu!acture "atteries !ro 3. A> ) 32?22 A> in con%entional !looded and MRLA design. Exide is only co#any $hich anu!actures sub*arine Asia. Exide has sub*arine batter+ batter+ in Asia. res#onded to de!ense needs $ith our indigenous "atteries !or the Indian Na%y’s Geran design >,M su"arines. Autoo"ile anu!acturers are aong the largest co#anies in the $orld. These cor#orations are o!ten ultinational' eaning they ha%e su"sidiaries and anu!acturing #lants in any di!!erent countries. These co#anies o!ten share #arts' use #arts ade in !oreign !actories' or asse"le entire cars in !oreign countries. The three aBor autoo"ile anu!acturers in the 0nited StatesU General otors Cor#oration' /ord otor Co#any' and Chrysler' !orerly ,ailerChrysler AG U#ro%ide uch o! the industry7s total direct e#loyent in the 0nited States' "ut increasingly !oreign autoa(ers' such as Toyota otor Cor#oration and Nissan otor Co.' Ltd.' are "uilding autoo"ile asse"ly #lants in the 0nited States. In 3221' ore than =2 illion otor %ehicles' including cars and coercial %ehicles $ere #roduced $orld$ide. In 322=' a total o! =:.4 illion ne$ autoo"iles $ere sold $orld$ide 33.4 illion in Euro#e' 3:.; illion in Asia)Paci!ic' :4.; illion in 0SA and Canada' ;.; illion in Latin Aerica' 3.; illion in the iddle East and :.; illion in A!rica.
The Indian autooti%e co#onent industry is doinated "y around 22 #layers $hich account !or ore than 1 o! the #roduction. The turno%er o! this industry has "een gro$ing at a aoth 31.2 #er annu !ro 3223)26 on$ards as illustrated in /ig. $hich clari!ies its eergence as one o! India7s !astest gro$ing anu!acturing sectors. The glo"al "attery ar(et is estiated at around 0S 5::"n and is highly consolidated' $ith the To#)6 #layers constituting a"out o! the ar(et - *ohnson Controls @62' Exide Tech
@:; and GS Juasa @::.The Co#any has a ar(et share o! =3 in case o! Autooti%e OE and =2 in case o! Organi9ed Retail. The Co#any also anu!actures su"arine "atteries
Exide >aldia had a rich haul at the CII a$ards cereony in ol(ata !or 21)24 $inning !i%e a$ards in di!!erent categories. Co#any’s Plant at Shanagar' &est Dengal is an ISO)422: + ISO):;22: Certi!ied "y T0M)NOR,' Gerany. Gerany.
$!e surve+ resu%ted into fo%%owing conc%usions=8
= o! custoers $ant to i#ro%eent in
Totally=2 custoers are satis!ied $ith co#any at all.
= o! #resent custoers $ant to "e continuing !or co#any.
o! custoers are satis!ied $ith ser%ice o! co#any. co#any.
42 dealers ha%e good relationshi# $ith co#any.
42 dealers are satis!ied $ith deli%ery tie ta(en "y co#any
=2 dealers say that co#any is sur%i%ing in ar(et "ecause o! Huality Product.
12 dealers are satis!ied $ith argin gi%en "y co#any. co#any.
Co#any should i#ro%e $arranty #eriod.
Co#any ay #ro%ide hoe deli%ery ser%ice
Pro%ide ore !lexi "oard to dealers.
Co#any should %isit the dealers a!ter regular inter%al.
Gi%e ore attention on #rootion acti%ity o! dealers.
Di"liogra#hy
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/nneure
Euestionnaire for usto*er
Eue1, or w!at purpose +ou are using t!e 7ide batter+D
a 38$heeler d Other her #ur# #ur#os osee Eue2,
" 68$heeler
c ;8$heeler
In tota%L !ow %ong !ave +ou been a custo*er of 7ide industries %td,D
a Less than one year
" One to under three three years
d /i%e to !e$er than ten years
c Three Three to under under !i%e years
e ten years or ore
Eue3. -ow wou%d +ou rate +our %eve% of satisfaction wit! o*pan+ in regards to priceA va%ueD
a Excell Excellent ent d /air
" Mery Good Good
c Good Good
e Poor
Eue4. -ow wou%d +ou rate t!e product of co*pan+D
a /air /air
" Good Good
c Excell Excellent ent
d Su#er" Eue5, 7ides product !ave to i*prove on ua%it+D
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue6, -ow wou%d +ou rate t!e services of 7ide Industries td,
a Excell Excellent ent d /air
" Mery Good Good
c Good Good
e Poor
Eue", -ow wou%d +ou rate +our %eve% of overa%% satisfaction wit! o*pan+
a Exce Excell llen entt " Mery Good
c Good Good d /air
e Poor Poor
Eue, -ow did +ou !ear about co*pan+s co*pan+s productD
a Ad%ertise Ad%ertiseent ent
" Sales re#resentat re#resentati%e i%e
c Colleague Colleague8!rie 8!riend nd
d Other Other
Eue#, o*pan+ va%ues peop%e and re%ations!ips a!ead of s!ort8ter* goa%s,
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue1, -ow %i'e%+ are +ou to reco**end 7ide Industries td, td, to a friend or re%ativeD Bou%d Bou%d +ou sa+ t!e c!ances are PD
a Excell Excellent ent d /air
" Mery Good Good
c Good Good
e Poor
Eue11, Bou%d +ou %i'e to purc!ase t!e product of co*pan+ in futureD
a ,e!ini ,e!initel tely y c Pro"a" Pro"a"ly ly not
" Pro"a" Pro"a"ly ly e ,e!in ,e!inite itely ly not not
c De uns unsure ure
Eue12, Cou be%ieve o*pan+ deserves +our %o+a%t+,
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue13, o +ou t!in' co*pan+ is fo%%owing custo*ize so%utionD
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue14, .%ease %ist t!e top t!ree t!ree reasons +ou initia%%+ beca*e a custo*er of o*pan+ o*pan+ in order of i*portance D(Open ended uestion) PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP
Eue15, Is t!ere an+t!ing specifica%%+ t!at o*pan+ cou%d !ave done different%+ to 'eep +ouD (Open8ended co**ents) PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP
Euestionnaire for ea%er
Eue1, In tota%L !ow %ong !ave +ou been a dea%er of o*pan+D o*pan+D
" Less than one year
" One to under three years
d /i%e to !e$er than ten years
c Three to under !i%e years years
e ten years or ore
Eue2, -ow wou%d +ou rate t!e overa%% ua%it+ of +our re%ations!ip wit! co*pan+L co*pan+L considering a%% of +our eperiences wit! t!e*D Bou%d +ou sa+ it isD
a Excell Excellent ent d /air
" Mery Good Good
c Good Good
e Poor
Eue3, -ow wou%d +ou rate +our %eve% of satisfaction wit! o*pan+ in regards to custo*er serviceD
a Excell Excellent ent d /air
" Mery Good Good
c Good Good
e Poor
Eue4, /re t!e profit *argin given to +ou is, is,
a Satis! Satis!act actory ory
" Good Good
c /air /air
d Poor Poor
Eue5, o +ou t!in' t!e de%iver+ ti*e is too *uc! for productD
" Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither agree nor disagree disagree
Eue6, $!ere are no bonus JincentiveJgifts for dea%er
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue", $!e co*pan+ does not %isten to co*p%aint and grievance
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue, $!e co*pan+ is ab%e to survive survive because of t!e
a Huality o! the #roduct
" Price o! #roduct
d Drand nae
e Custoer satis!action
c No co#etitor
Eue#, $!e organization does not ta'e suggestion fro* fro* dea%er
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue1, , Cou be%ieve o*pan+ deserves +our %o+a%t+,
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue11, o*pan+ va%ues peop%e and re%ations!ips re%ations!ips a!ead of s!ort8ter* goa%s,
a Strongly Strongly agree
" Agree Agree
d ,isagree
e strongly disagree
c Neither Neither agree nor disagree disagree
Eue12, , Bou%d +ou %i'e to continue for t!e t!e co*pan+ in futureD
" ,e!initely d Pro"a" Pro"a"ly ly not
" Pro"a"ly e ,e!in ,e!inite itely ly not not
c De unsure
Eue13, B!+ do +ou sa+ t!atD B!at specifica%%+ are +ou satisfied or dissatisfied wit! o*pan+D 7nter response be%ow P (open8ended response) PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP PPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPPP
Eue14, Is t!ere t!ere an+t!ing specifica%%+ t!at o*pan+ cou%d !ave done different%+ to 'eep +our businessD (Open8ended response)
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