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A project report on customer satisfaction level  at  kirloskar ltd
 

A project report on customer satisfaction level at kirloskar ltd

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A project report on customer satisfaction level at kirloskar ltd babasab patil

A project report on customer satisfaction level at kirloskar ltd babasab patil

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    A project report on customer satisfaction level  at  kirloskar ltd A project report on customer satisfaction level at kirloskar ltd Document Transcript

    • CONTENTS Sl no Titles Page no 1. Executive summary 1 2. Introduction 2 3. Industry profile 3-4 4. Company profile 5-12 5. About Kirloskar Company 13-33 6. Need for the study 34 7. Objectives of the study 35 8. Research Methodology 35-36 9. Analysis and Interpretation 37-52 10. Hypothesis 53-55 11. Cross Tabulation 56 12. Findings 57 13. Suggestion 58 14. Conclusion 59 15. Bibliography 60 16. Questionnaire 61-63Babasabpatilfreepptmba.com Page 1
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Executive Summary Executive summaryThe research title to study the “Customer satisfaction level at kirloskar ferrous industries” AtKIRLOSKAR FERROUS INDUSTRIES LTD helps to identify the customer satisfaction of KFIL(PIG IRON) products on consumers. The reasons for selecting this as project title are to know theattitude of the customers towards KFIL products, to identify the impact and so understanding thecustomer’s satisfaction is a very difficult and vital task for the organization towards KFILproducts.Today’s competitive scenario understanding customer satisfaction has been receiving increasinglyimportance and it has become one of the most important tasks for the successful organization.By this study I come to know how industrial buying behavior and the customers satisfaction levelstowards the KIRLOSKAR (PIG IRON) product. And also I came to know the customerBIMS College Bagalkot 2 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Livessatisfaction is the very important towards the company product customers are the back bone ofthe company and while preparing the product the company should have to maintain quality,quantity pricing and in time is the most important to the company. The company should aware ofthis element. It also helps the elements which help the company to create the awareness and buildimage of the company and it will increases maximum sales of the Kirloskar products are likeengine body, pig iron, DG(diesel generator) etc… . This study also helps to know the companysatisfaction level towards customers and I come to know what are the strategies implementing forimproving sales and the company maintaining quality &quantity, and sufficient price of theproduct to the customers And I also studied about ORGANISATION of KFIL (KIRLOSKAR FERROUSINDUSTRIES LTD). So in that I studied every department of the administration how theymaintain organization, their work and they are responding quickly to customers their top levelpeoples in the administrationBIMS College Bagalkot 3 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives INTRODUCTIONINTRODUCTION “ORGANIZATION”, as the name suggests it is an organized system or body of people. Tounderstand the function of any organization practically there is a need to come out of thetheoretical study and to have a look on the real organization to analyze and compare the theorywith the practical. This could be achieved only when one will go through the real practicalexperience. Organization study helps to know the real picture of the organization, its function, itspolicies, procedures, methods and more over to understand whether our theoretical aspects arereally implemented by any company or not. Organizational study helps to learn the new methods,BIMS College Bagalkot 4 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Livestechnology used by the company. It enhances the knowledge about the company and itscompetitors and the technique /strategies adopted by them to meet there competition. Overall ithelps in knowing learning and to study any organization closely. And along with this I studied Customer satisfaction with kirloskar products most of thething I came to know while done the project and customers are very important as we it is themain aspect of the company. The customers are back bone of the company the companies peopleshould aware while before they survive product to the customers By this project I come to know the customer should satisfy with products and we shouldprovide quality and good service to customers. If the company followBIMS College Bagalkot 5 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives INDUSTRY PROFILEBIMS College Bagalkot 6 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesINDUSTRY PROFILE: India is gifted with large quantity of Iron ore with a high ferrous content, which is the crucialraw material for producing the steel. Hence India is one of the largest producers of steel in theworld. With the help of liberalization, globalization of economy in the process. There is asignificant scope for economic development, which means there will be focus on theinfrastructure. This will be focus on the infrastructure. This will lead to considerable demand forsteel. As it’s main applications are in the construction, engineering and automobile sectors, whichare key elements in building the infrastructure steel in universal intermediate and ahs very strongforward end backward linkages hence steel industry has become one of the core sector of theeconomy.Though India is one of the largest steel producers. It has a very low percepts consumption of steelin comparison with other developing and developed countries. As demand for steel is one the risewe can expect good rise in the consumption. India is fortunate in having intensive iron ore deposits with reserves estimated at 10.3billions which is more than 1/4th of the world’s reserves. Further the average iron ore content ofIndian ore is above 60% in India, the iron ore reserves are mainly found in the states Orissa,Karnataka, Bihar, Madhya Pradesh, Goa, Andhra Pradesh, Rajasthan and some parts of westernMaharashtra. The steel industry has harvested to the bitter fruit of this excessive optimism in the firm ofoverextended capacities throughout the world. Steel is not without lots of company in that regard. Another important influence on steel intensity is the replacement of steel by othermaterials. Calculating that portion of the reduction in the specific consumption of the steel that isdue to the use of other materials is extremely difficult. However, estimates made by the International Iron and steel Institute would seem toindicate that for all of the Western industrialized countries the rate of substitution of materialssuch as plastics, aluminum, glass and timber for steel is presently standing at between 2 and 5percent of steel consumption.BIMS College Bagalkot 7 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Earlier to the Government liberalization and de – licensing policies in 1991–92,there was manly two Pig Iron produces in the Indian market; the two Pig Iron producers wereTISCO and SAIL. They used to produce basic grade Pig Iron which contains less silicon contentwhen conversion to foundry grade Pig Iron. So when this is to be used by the foundries they haveand Ferro silicon for the conversion tofoundry grade also the availability quantity of Pig Iron to the foundries was very much limitedbecause only of ISCO and SAIL were looking after all the foundries in India. After the liberalization and de-licensing policies of government and private sectorsshowed keen interest in the Pig Iron manufacturing units that to in the production of foundrygrade Pig Iron, TATA group in collaboration with Korf Brazil started supplying mini blastfurnace of 250 cubic meters. When blast furnaces were available, many private sectors started.Producing Pig Iron among them, Sese, Goa, Usha Ispat, Sisco (Southern Iron and Steel Co. ltd).Uni Metal, Meco, Lanco, Sathavana, Kirloskar are main. These all Pig Iron producers started producingmainly foundry grade Pig Iron.BIMS College Bagalkot 8 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesBIMS College Bagalkot 9 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives COMPANY PROFILEBIMS College Bagalkot 10 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesCOMPANY PROFILECOMPANY PROFILE AT A GLANCE.Name of the Organization : KFILYear of Establishment : 1992Address : KFIL NH-13, Koppal - Hospet Road, Near Hitnal, Bevinahalli, Koppal – District.Product Range : Manufacturing of Pig Iron in 3 Different Grades.  Foundry Grade & Castings  S.G. Grade  Basic Grade & CastingsBranches : 27 Branches in all over IndiaConstitution : Wholly owned by “Laxman Rao Kirloskar”.Total Investment : 240 Crores initiallyTrade Mark : “KIRLOSKAR”Capacity of the Unit : 3, 00,000 tones per year.Infrastructure facility : Following  Own land about 200 acres  Plant & machinery worth Rs. 1433.118 Million  Iron ore available within 20 Kms.BIMS College Bagalkot 11 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesCOMPANY PROFILE It has now been more than a century since the Kirloskar story started. We started with anaim of becoming the pioneers in fields in which our country needed innovation. In the 100 yearsand more that we have been in existence as a family and as an organization, weve been seminal toIndian agricultural and industrial development. We gave India its first iron plough, pump andengine; inventions that were devised from the need of the hour and went on to become signs of thetime. Which is why our group history can in many ways can be considered a history of theeconomic and industrial revolution in India.The founder and the first factory village The Kirloskar story starts with Laxmanrao Kirloskar, the founder. A man who believed that an understanding of ones environment and reality was essential to the manufacture of path-breaking industrial implements. From this steadfast belief was born the iron plough, the first Kirloskar product. Originallyintended as an essential aid to agriculture, the plough soon became an icon of reform andrevolution. A highlight of the early history of the group is Kirloskarvadi, Indias first industrialtownship. A model factory-village created by Laxmanrao and his band of dedicated workers. In January 1910, when the Kirloskar were being ousted from Belgaum to make room for anew suburb, they found themselves in dire need of a place to live and work. Sensing this need, theRaja of the princely state of Aundh, who admired and respected Laxmanrao Kirloskar, offered thelatter all the land he needed in Aundh state. Two months later, Laxmanrao Kirloskar set foot on 32 acres of barren land strewnwith cacti and infested with cobras. Driven by his faith in human ability, Laxmanrao bandedtogether 25 workers and their families and succeeded in transforming the barren expanse into hisdream village. Ramuanna, Laxmanraos brother, planned and administered the township,BIMS College Bagalkot 12 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesShamburao Jambhekar doubled as engineer and all-round healing man, K.K.Kulkarni, anunsuccessful student, became a manager, treasurer and Odd jobs man, Mangeshrao Rege was the clerk and chief accountant, Anantrao Phalnikar;a school drop-out flowered into an imaginative engineer. Such was our founders faith in thehuman being that, Tukaram Ramoshi and Priya Mang, both convicted dacoits, became the trustedguards of Kirloskarvadi!The first Kirloskar Group Company Kirloskar Brothers Limited (KBL) - the first Kirloskar venture at Kirloskarvadi was to become the base for all of the Kirloskar Groups subsequent enterprises. It began as the only Indian company with its own standard products - the fodder cutter and the iron plough, which competed withthe British products. KBL also manufactured groundnut shellers, sugarcane crushers and pumps,which were to usher in a new economic order in the Indian industry. To power these machines,diesel engines, coal gas generators and electric motors were developed at Kirloskarvadi.In adisplay of great versatility, KBL then shifted its focus to fluid handling and control. As Indiaslargest manufacturer of pumps and valves, and also the groups flagship company, KBL lends itsstrength and expertise to every new venture of the Kirloskar Group.KIRLOSKAR GROUP HISTORY1888 - Mr. L. K. Kirloskar established the Kirloskar Group. Iron plough was the first product.1910 -Factory set up in Kirloskarwadi to manufacture sugarcane crushers, groundnut shellers,farm implements, and hand pumps In 1946, manufacture of water pumps for irrigation started. Company today is known as Kirloskar Brothers Ltd. and was incorporated in 1920.1910-1946 - Various products like sugarcane crushers, groundnut shellers, farm implements, hand pumps were launched.BIMS College Bagalkot 13 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives1946 - Kirloskar Oil Engines Ltd. Was established.1957 - Kirloskar Pneumatic Co. Ltd. was established.1992 - Kirloskar Ferrous Industries Ltd. was established.2006 - Kirloskar Chillers Pvt. Ltd. (Established in 1996 as Kirloskar McQuay Pvt. Ltd.)Present generation is the 4th generation of Kirloskar, successfully handling the group companies.Kirloskar Group CompaniesKIRLOSKAR GROUP BUSINESS:KIRLOSKAR BROTHERS LTD Turnkey Projects, Centrifugal Pumps, Valves, Hydro Turbines, Anti Corrosion ProductsKirloskar Oil Engines Ltd. Diesel Engines, EngineBearings&Valves, Reciprocating, CompressorsKirloskar Pneumatic Company Ltd.BIMS College Bagalkot 14 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Screw Centrifugal, Compressors, Traction Gears, Gearboxes, Refrigeration Projects, Flake IcePlantsKirloskar Chillers Pvt. LtdReciprocating Chillers, Centrifugal Chillers, Screw ChillersKIRLOSKAR FERROUS INDUSTRIES LIMITED (KFIL). Kirloskar Ferrous Industries Ltd. Is the youngest company in K-Group is a large-scaleindustry to begin operations in rural and industrially backward district of Koppal. KFIL was conceived around 1992 triggered by the following factors:- 1. Rapid growth in automotive and farm mechanization sectors. 2. De-licensing and liberalization policies of the government. 3. High volume demand for castings from the above sector. 4. Demand of the thin walled casting with less machining allowance. 5. Demand of accuracy of castings capable of being machined in CNC machine in single pass. Keeping this in mind K group came up with idea of founding KFIL with the experienceand expertise available in the group in field of foundry business. To ensure the desired quantity of raw materials and cost effectiveness in operation, KFILsimultaneously went for PIP. It took advantage of abundant availability of Iron Ore, in HospetBellary region and thus located the plant near Hospet. With this KFIL enjoys the following advantages in the castings production.  A modern plant set to deliver castings of international quality to deliver the highest levels of customer’s satisfaction.BIMS College Bagalkot 15 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives  Only foundry in Asia with backward integration of liquid metal.  Uninterrupted raw materials source availability like metallic iron ore and water. It may be noted that region is located on the banks of Tungabhadra River.  Connected through a network of state and NH for transportation of raw materials and finished goods.KFIL TIMELINE: 1994 Year of inception 1994 Commercial production of pig Iron from Mini Blast Furnace I. 1995 Commercial Production of Grey Iron Casting 1995 ISO – 9002 Certification 2001 QS 9002 Certification 2002 ISO 14000 Certification 2005 ISO/TS 16949: 2002 2006 Acquired Solapur Foundry from Kirloskar Oil Engines Ltd.DYNAMIC PEOPLE OF KFILMr. Atul.C.Kirloskar ChairmanMr. Sanjay.C.KirloskarMr. R.V. Gumaste Managing DirectorBOARD OF DIRECTORSMr. C.V.Tikekar.Mr. S.N.Inamdar.Mr. S.K. Singhai.Mr. G.A.Tadas.Mr. A.R. Jamenis.BIMS College Bagalkot 16 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesMr. A. Mnudewadi.COMPANY SECRETARYMr. C.S.PanickerAUDITORSMr.P.G.Bhagwat. (Chartered Accountant).BANKERS • State Bank of India. • Bank of Baroda. • Bank of Maharashtra. • IDBI Bank • UTI Bank • ICICI BankNATURE OF BUSINESS CARRED: The company manufactures the Pig Iron in three different grades, by Calibrated Iron-orebrought from mine owners in the Hospet & Bellary Iron-ore belt within the distance of 50 kms.Coke is imported from China. Iron Ore, Limestone, Coke & Dolomite is the raw materials for themanufacturing Pig Iron. 1. Casting and Ploughs 2. Compressors pumps, electric Power 3. Machine tools 4. Engines and components, diesel engines.VISION MISSION VALUES & QUALIY POLICY OF THE KFILKFIL Vision“To be a world class product leader through the state-of-art manufacturing technologies andprocesses”.KFIL MissionBIMS College Bagalkot 17 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives  To enhance pig Iron manufacturing to 500000MT/annum.  To improve foundry capacity utilization to manufacture 1, 00,000mt/annum  To maintain a company level sales of 700 crores for, year 2009-10  To reach a company level sales of 1000 crores and profit of 10% by year 2011 KFIL Values  Customer orientation.  Vendor development (Critical link in the business).  Development of Human Resources through Trust, Positive Attitude, Integrity, Teamwork, Respect for individual, Concern for Quality, Cost, 5S, Safety, Kaizen, Innovative, Information sharing, Making Continual Improvement, Work for WIN- WIN agreements, Result Oriented.  Process and Product excellence.  Responsible corporate neighbors.QUALITY POLICY KFIL is committed to achieve total customer satisfaction through adoption of state of artmanufacturing technology and processes with continual improvements. KFIL is also committed toimprove the quality of work life of its employees through improved work practices.BIMS College Bagalkot 18 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives ABOUT KIRLOSKAR COMPANYBIMS College Bagalkot 19 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives ABOUT KIRLOSKAR COMPANYYearof establishment: 1992Sales turnover 2008-09: INR--------------- Million, USD 105 MillionNo. of employees: 2000 Castings-Hospet: 60,000 MT, Solapur: 24,000 MTCaptive Power Co-generation – 7 MW(2 Steam Turbines)Location: Bevinahalli Village 20 Kms from Hospet town, 300 Kms north of Bangalore city,Karnataka State, India.Total Area: 7, 20,000 Sq.Mtrs.BIMS College Bagalkot 20 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesCovered Area: 3, 50,000 Sq.MtrsKirloskar Ferrous Industries was born with the unique advantage☻ Kirloskar Ferrous Industries Limited is located on the belts of Tungha BhadraReservoir in Karnataka and near the rich Iron ore belt of Hospet –Bellary range near KoppalTown on NH –63.☻ The Kirloskar group has had a long and close relationship with the foundry business groupunits specializing in the manufacture of high Quality ferrous and non-ferrous castings.☻ Accumulated through experience and expertise of the group in the field of Foundrybusiness.Only Foundry in Asia with backward integration to liquid metal, which has Globalcapacities to meet High Volumes Consistently.Power: Captive power generation through the use of 2 No Steam Turbines and Diesel GeneratingSets.Total power generation capacity 26 MWInstalled Capacity: 2, 40,000 Tones/YearOne of the main product of the company is pig ironPIG IRONPig iron is the basic input for making iron casting which finds its application in steel industry &other sectors of the economy. It can also be used in the change mix of the electrical are furnaces(EAFs) as a partial substitute of melting scrap. Pig iron mainlyclassified into tow glades.Basic glade (which is used for making steel)Foundry glade (which is used of manufacturing iron casting)E.g. Glade which is used of manufacturing special steel India’sshare in the total global exports is 4.51% in 1996-97 & thesame increased to 7.14% in 1997-98.Global scenario of pigironBIMS College Bagalkot 21 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives The demand for pig iron in the international arena has seen sharp rise. The total productionof pig iron to 500 M.T. developed nations accounts for 45% of the total production. Seeing thepotential demand many mills in USA such as NUCOR. NORTH STAR CASCADE STEEL &MAC STEEL is switching over to pig iron production.Growth trend in India’s pig iron sectorsPig iron production in India was totally in the domain of the integrated steel plants especiallySAIL & RNIL. The major supplier of pig iron in domestic market.The integrated steel plants (ISP) are the major supplier of pig iron. It contributes up to 90% of thepig iron supply. Throughout the liberalization policy new private companies have entered into pigiron industry.MAJOR BUSINESS PARTNERSPIG IRON• ELECTROSTEEL CASTINGS, TEXMO INDUSTRIES, RAJKOT ENGG, ASSOCIATION,LAXMI MACHINE WORKS, MENON PISTONS LTD, PUNJAB TRACTORS LTD, SRIRAMPISTONS & RINGS LTD, KALYANI STEELS LTD, MUKAND LTDFOUNDRY AUTOMOBILE: MAHINDRA & MAHINDRA, TELCO, MARUTI UDYOG LTD, TRACTOR: ESCORTS, CARRARO, TAFE, PUNJAB TRACTORS LTD ENGINE:KIRLOSKAR OIL ENGINES, SIMPSON, SWARAJ ENGINECOMPETETORS:Major CompetitorsDCM Engineering, Ennore Foundries, Nelcast, Ashok Iron Works, Menon & Menon,Ghatge Patil, Amtek PRODUCT PROFILE KFIL products are in the beginning of the value chain. The major thrust is to “Drive DownCost” to retain competitive edge. The technology focus in FY07 has been onimprovements in the areas ofQualityCostProductivityProcessBIMS College Bagalkot 22 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesProductsIron CastingsCylinder Blocks Cylinder HeadsHousings Axle & Transmission parts 27, 2007 5 Property of Casting:• Grey Iron, • S.G Iron, • Investment CastingThe company’s products are used in the following industries. PARTICULERS PERCENT Textiles 12% Pumps 11% Automobile 26% Textiles Pipes 12% Pumps Engines 6% Automobile Fans 3% Pipes Agriculture 10% Engines Others 20% Fans Agriculture OthersBIMS College Bagalkot 23 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives The above table represents the basic of products differentiation and the list of industrieswhere these products are used. Chemical composition of the product is the reason for productionfor different kinds of products. Mainly products are differentiated on the basis of siliconcompensation. Company has got different kinds of customer varying between with high or lowrange of silicon contents. AREA OF OPERATION The area of operation of KFIL is global; it has its branches in other countries also namely.OVERSEAS COMPANIES• Indo – Malaysia Engineering Co. Malaysia• Kirloskar Industries, Philippines.• Kirloskar Kenya Ltd., Kenya.The main and subsidiary branch of the company is as under, KFIL main office address is asfollows,RIGISTERED OFFICELaxman Rao Kirloskar Road,Khadki - Pune 411003 (INDIA). The main production unit of the company is situated in Bevenahalli which is surroundedby the rich resources, in terms of raw materials, water, human resources and a transportationfacility.The exact address is as follows,KFIL Address:Village : BevenahalliPost : Hitnal (Pin 583234)Dist : KoppalState : Karnataka (INDIA). INFRASTRUCTUREFoundry Plant :Partial view of Foundry Area & SurroundingsBIMS College Bagalkot 24 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesMelting: ABB Make Holding / Melting Furnaces: 3 crucibles & 2 controls Capacity: 30 tons holding capacity, each.ABB make Press Pour Furnace with 7 tons holding capacity Casting of Pig IronMould Shop: George Fischer makes high pressure moulding machine and auto mould handling system.BIMS College Bagalkot 25 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesType of moulding machine: Air Impact Plus Speed: 70 moulds per hour Box Size: 1250 X 900 X 400 / 400 mm. Core setting mechanisms: 2 nos. Sand Plant with capacity of 110 tons per hour with mold ability controller.Core Shop:Cold Box Core Shooters:Core Shooter capacity: 40 liters Number of core shooters: 20 nos.Shell Core Shooters: Capacity: 40 liters, 20 liters and 15 litersCasting cleaning :George Fischer designed Special Purpose Shot Blast machineHansger type shot blast machineFUNCTIONAL DEPARTMENTS AREASBIMS College Bagalkot 26 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives • HUMAN RESOURCES • PRODUCTION • PURCHASE • FINANCE • MARKETING • QUALITY ASSURANCEHUMAN RESOURCES MANAGEMENTThis is very important to every organization they believe in the process of empowerment forsuccess. And their aim is to provide good and quality employees to company while I studying theorganization in KFIL the company adopt a team learning process to create a strong knowledgebase and it will easy to face work load for employees. A satisfied employee is an unadvertisedasset of a company.They Provides maximum opportunity for personality development.Competitive compensation, benefits and remuneration based on results is the company policytoday and focus in the future. Creation of good working environment and shared accountability for quality, safety and knowledge. Adoption of improved work practices to foster the intellectual capital. Develop people with high degree of enterpreneurability and leadership qualities. Develop emotional togetherness for strong ownership. Defining the role & responsibilities of employees to generate Empowerment and right leadership. Encouraging teamwork, participation & involvement to effectively deal with negative residues. Development of personnel to create knowledge tank and a learning base to defeat competition.BIMS College Bagalkot 27 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Recognize performers through rewards and recognition.Organizational Structure of the Company The organizational structure of an enterprise would depend upon its size, productmanufactured and its functional divisions. The organizational structure may be flexible. Thecompany may change its structure according to the needs and suitability. In KFIL the Board of Directors is having the major position in the company. ManagingDirector (CMD) is held responsible for formulating and implementing the Policies, Proceduresand rules with the assistance of Board of Directors appointed by the Government and variousfinancial institutions. Different functional department heads like Production, Marketing, Finance,and HRD&A etc also assists him. Each functional department heads are assisted by the Assistant Managers. There is alwayscoordination between all functional departments through horizontal communication.BIMS College Bagalkot 28 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives ORGANIZATON STRUCTURE: G.M. HRM & GA Manager of Manager Sr. Manager Manager Manager Dy.ManagerEnvironment of Safety of GA of HR of PMU -Admini Sr. Officer of Civil Assistant- Engineer of Cattering Engineer OfficerEnvironment Sr. Officer HR & Assistant- IR Engineer Officer of HR & Assistant Officer IR Assist Officer Sr. Assistant BIMS College Bagalkot 29 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesCompany has taken care of employee’s welfare by providing accommodation medically andmedical reimbursement to self and family subsidized canteen facility to all employees, freetransportation to their residence to the work place. Company is having officers, club members oftheir facilities meet and participating in various activities of recreations.Company plans to increase turnover per employee through: Increase production Increase productivity Maintain/ improve quality Cost efficiency Adhering to timely suppliers Reduction in wastages Innovations. Only machine cannot perform all the work, they need the assistance of human who is keyfor their operations. In KFIL [HRM & GA] constantly take care for each employee right from hisinduction to his performance recognition, personnel department required to guide the people atwork and organize them to achieve the best result. Human Resources department coordinates all other departments and helps them to workeffectively. This department performance all those functions which creates a sense ofbelongingness among all the workers, A part from this is also maintains a cardinal relationshipbetween others industries.The various functions performed this department are: Recruitment Selection Interview Placement Wage & salary administration Training & developmentBIMS College Bagalkot 30 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Performance appraisal Promotion and transfers. And all those functions which helps to motivate the employees and which leads to increasetheir morale. PRODUCTION DEPARTMENTABOUT PRODUCTION DEPARTMENTAs I studied in the organization one of production department is most important in KFIL. Asstudied the company innovates new technology from KTS (KORF Technological SidervrgicaLtd.) Brazil has helped KFIL to design and develop a product and it producing more than 500 MTof Pig Iron worlds over. KFIL is among the first in India to adopt this state of art technology with computercontrols to produce consistent quality of Pig iron. KFIL also boasts of a record of projectscompletion of electing the first MBF with in 18 months and second MBF within 9 months.The company main product is PIG IRON it producing by using the raw materials such as iron ore,coke, and fluxes such as limestone, dolomite, quantize, and manganese are pre-requisite quantityBIMS College Bagalkot 31 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Livesof iron ore, coke. Fluxes are then feeded into the furnace by means of the electronic weighingsystem.PIG IRON PLANT (PIP) Pig iron is produced using raw materials such as iron ore, coke, and fluxes such aslimestone, dolomite, quantize, and manganese are pre-requisite quantity of iron ore, coke. Fluxesare then feeded into the furnace by means of the electronic weighing system. Consisting of loadcell, batching controller and programmable logic controllers. Pig Iron is produced through MBF`s.FOUNDRY PLANT Foundry business is the core expertise of the group. In KFIL the state of art technology infoundry is adopted to meet the high volume of demands of automotive and farm mechanizationsector. This also meets the requirements like reduced wall thickness, low machining allowance,above all receptive dimensional accuracies. They supply castings in the domestic marketcompanies like KOEL, TATA Engineering Locomotive Co., Punjab Tractor Ltd., and Mahindra& Mahindra, Simpson, Maruti Udyog Ltd.PIG IRONThe raw materials for the manufacturing pig iron are,Iron Ore, Limestone, Coke &, Dolomite, There are 2mini blast furnaces (MBF) functioning in theKFIL for manufacturing or Pig Iron by adopting fallowing procedures by help of MBF thecompany producing productionProduction process showing in the below diagram, by seeing this picture you can understandproduction process of the companyPig Iron PlantBIMS College Bagalkot 32 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives TRUST OUR PIG IRON TO CAST YOUR REPUTATION K F I L NETWORK (PIG IRON).The KIRLOSKAR head office in HOSPET ,and it having there are four branches in IndiaThose are DELHI, KOLHAPUR, AHMEDABAD, and COIMBATORE. And the KIRLOSKARhaving good dealers network overall in India those are BELGAUM, HYDERABAD,VIJAYAWADA, COIMBATORE, BANGALORE, KOLHAPUR, NAGPUR, AHMEDABAD,RAJKOT, KOLKATA, JAIPUR, FARIDABAD, DELHI, LUDHIANA,PURCHASE DEPARTMENTBIMS College Bagalkot 33 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesThe purchase department is one of the most important in every industries especially in kirloskar itneedful because of the company purchasing row material in bulky. Purchasing means buyingthe raw materials from vendors or suppliers to produce end products of an industry. Coke isimported by China because the required specification and quality of china coke matches withKFIL product specification.The factors considered by the purchase department are price, quality, and supplier background. itincludes those materials which support directly to the production process they are ,Iron oreMetallurgical coke, Lime stone, Dolomite, Sponge, QAZ/BHQ, Manganese oreAnd in purchase department broadly divided into four types MATERIAL BULK CONSUMERS SPARES STATIONARYPURCHASE Mission of the purchase department “To ensure the availability of the right quality at right time with right place”.PROCESS Flow OR PURCHASE PROCESS.BIMS College Bagalkot 34 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives P Source Existing No Vendor Vendor ? Yes Float Enquiry Quotation Approve Vendor Create Negotiation Vendor Finalize Vendor Vendor Master Existing No Vendor Amend ? Purchase Yes Order O Import Purchase ? Order PO Supplier I Yes NoBIMS College Bagalkot 35 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesFINANCE DEPARTMENTThe finance department is also important to the every organization and as I studied in organizationthe KFIL maintaining accounts with update and in finance department most of the dynamicpersons are working. Finance department deals with various functional activities of theorganization. The books of records of KFIL is maintained by fully own built software system Ifthis department is not well operated, the whole organization activities will be ruined.KFIL`s finance department functions are as follow: • Preparation of master budget. • Maintenance of accounting records. • Preparation of final accounts. • Payment and cash management. • Funding Activity • Internal audit.BIMS College Bagalkot 36 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives MARKETTING DEPARTMENTThe marketing department is mainly it useful for getting profit by the way of selling the productsand also it focus on the activities of Marketing products, Pricing, Promotion and Distribution ofproducts. These activities collectively called as 4 Ps in Marketing.As per the company mission the direction of achieving the marketing team they are puttingmaximum effort for increase of sales and realization for the company’s product while meeting thecustomer’s requirement to their all round satisfaction”.And I highly concentrated on marketing department because of the marketing department isinteresting and they implementing the new strategies for increase the sales of their companyproducts ,their dealings with customers ,convincing & clarifyingSTRATEGIES • Maintaining quality leadership • On – Time delivery • Strong dealership network • Customer orientation • Customer driven • Performance tracking of competitorsThe marketing department is mainly focus on the activities of Marketing products, Pricing,Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing. Marketing department is mainly focus on the activities of Marketing products, Pricing,Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.Products: The Company has following products in its Product Line. They are: 1. Basic Grade Pig Iron. 2. Foundry Grade Pig Iron. 3. Spheroid Grade Pig Iron.BIMS College Bagalkot 37 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesPricing: The name “Kirloskar” itself is the mark of quality for the customer. The company has leftthe opinion of transporting Pig Iron to the Buyers site to the Buyer. So one can buy the Pig Iron atthe Company’s Site or can order. The company has come across different Prices terminologies.They are:  List Price  Discount  Allowance  Payment Periods  Credit TermsList price is nothing but the selling price. It is also called as Basic Price.Basic Price = Production Cost + ProfitProduction cost includes both variable cost and fixed cost.If the transport is undertaken by the company then boarded price is calculated according to sitesmentioned in receipt.Recorded Price = Basic + Freight + CED (Central Excise Duty)A discount of Rs. 100/- PMT is given to the regular and bulk buyers. Price of this company pig iron are comparatively more when compound to competitions,even with this more price also the company has succeeded in reaching top market share holdingposition in the Pig Iron market & Foundry. People prefer this company Pig Iron because thefollowing reasons: a. High Quality b. Fixed Chemical Composition c. Test Certificates are issued with every load d. Almost 0% impurities & slag mix upBIMS College Bagalkot 38 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives If customer demands for 2.25% silicon, Then the company will supply exactly with thisproportion, where as others supply with range between i.e., 2.25% silicon etc. In this company, Pig Iron is melted once, almost 98-99% pure molten metal is obtainedwhile as in it is 97% size is almost comfortable for feeding into less opening firmness. Thecompany brand name helps in attracting customers. From the above points is clear that thecompany is not using any mark penetrating pricing strategy to penetrate the market instead it isusing skimming price strategy.Promotion The company has appointed number of dealers throughout India for its marketing purpose.Each dealer will get Rs. 100 PMT, as commission for the pit iron is sells. Credit notes are given to these dealers for their commission.Pig iron is also sold on credit as one of the promotion tools to attract customers. Credit timedepends on areas (less credit period is for North Zone) and order they give.Distribution: The company has got distribution network spread allover India in form of dealership andalso through company’s employees, and they are using first level and second level distributionchannel i.e.  Manufacture to consumers.  Manufacture to dealers and consumers. the company has divided its market into 7 Zones: Zone A Karnataka Belgaum, Shimoga, Bangalore Zone B Andhra Pradesh Hyderabad, Vijaywada Zone C Maharashtra Kolhapur, Pune, Mumbai, Nagpur, Solhapur Zone D Gujarat Ahmedabad, Rajkot, Surat Zone E Rajasthan Jaipur Zone F Delhi Delhi, Faridabad, Zodhinoor, Agra Zone G Tamil Nadu Chennai, Coimbatore, MuduraiBIMS College Bagalkot 39 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesIn the KFILStructure of the Marketing Department Departme nt Head Branch Marketing Dispatch Manager Manager Manager Line Line Head Head Assistant Assistant Assistant Assistant The organizational structure of an enterprise would depend upon its size, productmanufactured and its functional divisions. The organizational structure may be flexible. Thecompany may change its structure according to the needs and suitability. So in the kirloskar ferrous industries ltd company has build excellent structure of themarketing department and every body has their won responsibility about their workBIMS College Bagalkot 40 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives In the marketing department there is one department head and under this there are threesenior managers i e Branch manager, Marketing manager, Dispatch Manager. Under Marketingmanager and Dispatch Manager having each both of them and finally there are two assistant eachunder line head This is the brief introduction about marketing department structureQUALITY ASSURANCE DEPARTMENT: The company is committed to achieve total customer satisfaction through adoption of stateof the art manufacturing technologies and process with continuous improvements. The companyis also committed to improve quality of work life of its employees through improved workpractices.Quality objectives: The following are the objectives of quality assurance department. They are as under: A] Customer Satisfaction: Maximization of customer satisfaction by consistent supply ofquality casting and pig iron. B] Supplies Quality Assurance: provide technical support and guidance to our suppliersthrough quality assurance programmers to ensure highest quality of purchased materials suppliersit is a critical link in company quality system.BIMS College Bagalkot 41 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Need for the studyBIMS College Bagalkot 42 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesNeed for the study: Customer satisfaction level is the factor which has got its own importance in theindustrial marketing. A better satisfaction level to the customer means it is a good image of thecompany. So many industries are providing good service and quality to the customers. Andcompany image is one of the most important for growth. So the companies should have to providebetter service, quality, quantity, price, to the customers until they satisfy with product. In the fieldlike steel companies (KFIL) where there is a tough competition to create a better satisfaction levelbrand image in the minds of the customers. So this study helps to find out the attributes andsatisfaction level of the customers which helped the company to provide better service tocustomersBIMS College Bagalkot 43 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Objectives and Research MethodologyBIMS College Bagalkot 44 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesObjectives of study: 1. To know the factor which influence the customer to purchase the KFIL products. 2. To determine the customer satisfaction level towards the KFIL products. 3. To understand the customer perception towards KFIL products. 4. To know the factors to improve the quality of the KFIL products.Research Methodology The study is carrying at “KIRLOSKAR FERROUS INDUSTRIES LTD. The data willbe collected through the primary and secondary source.Research: Descriptive research.Data Source: (i) Primary data (ii) Secondary data.Research Approach: Survey method.Research Instrument: Questionnaire.Sampling Plan:(i) Sample Unit: Customers of KFIL (pig iron) product..(ii) Sample Size: 50(iii) Sampling Procedure: Convenience sampling.Contact Method: Tele phonic& mail survey.BIMS College Bagalkot 45 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesMode of collecting data: The respondents will be chosen according to the convenience and also I collected data by the way of their personal contact no and e-mail ID. Requesting to them for provide data regarding what I asked question them to grant interview. The secondary data will be collected from various books, journals, reports (both published and unpublished) etc.Data processing: A number of tables to be prepared to bring out the main characteristics of the collected data.Limitations of the survey: 1. No other aspect other then customer satisfaction is included in the study 2. The sample of size of 50 consumers may not necessarily represent the customer behaviour of the whole population. 3. The survey was conducted in Bevinahalli which does not represent the customer satisfaction in other cities.BIMS College Bagalkot 46 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesAnalysis and InterpretationBIMS College Bagalkot 47 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesAnalysis and interpretation1. Since how many years you are using pig iron product? Cumulative Frequency Percent Valid Percent Percent Valid 5 years and more 50 100.0 100.0 100.0 Since how many years you are using pig iron product? 5 years and moreINTERPRETATION: The above table and chart shows the customers are usingpig Iron product since 5years.BIMS College Bagalkot 48 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives2. Which factor influenced you to buy the KFIL product? Cumulative Frequency Percent Valid Percent Percent Valid Quality 36 72.0 72.0 72.0 Company image 14 28.0 28.0 100.0 Total 50 100.0 100.0BIMS College Bagalkot 49 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Which factor influenced you to buy the KFIL product? Qualit Company y imageINTERPRETATION: The above table and chart shows overall Quality is themajor factor which influences the customer to buy the KFIL product. Few of thecustomers buy the KFIL product by considering the company image. This is thingcustomer kept in mind about company.3. Do you buy the product, only from KFIL? Cumulative Frequency Percent Valid Percent Percent Valid Yes 30 60.0 60.0 60.0 No 20 40.0 40.0 100.0 Total 50 100.0 100.0BIMS College Bagalkot 50 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Do you buy the product, only from KFIL? Ye N s o 40.00 % 60.00 %INTERPRETATION: The above table and chart shows overall the majority ofcustomers buy the products by KFIL only and the remaining customers buy fromother companies.4. Tick the below attributes based on the customer satisfaction level.BIMS College Bagalkot 51 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Quality Cumulative Frequency Percent Valid Percent Percent Valid Very high 4 8.0 8.0 8.0 High 39 78.0 78.0 86.0 Average 7 14.0 14.0 100.0 Total 50 100.0 100.0 Quality Very high High Average 8.00% 14.00% 78.00%INTERPRETATION: The above table and chart shows the Most of therespondents are highly satisfied with the quality of the company.BIMS College Bagalkot 52 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Price Cumulative Frequency Percent Valid Percent Percent Valid Very high 6 12.0 12.0 12.0 High 26 52.0 52.0 64.0 Average 18 36.0 36.0 100.0 Total 50 100.0 100.0 Price Very high High Average 12.00% 36.00% 52.00%INTERPRETATION: This table and chart shows the majority of the respondentssay that the price of the products of KFIL is high compared to other companyproducts.BIMS College Bagalkot 53 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Service Cumulative Frequency Percent Valid Percent Percent Valid High 3 6.0 6.0 6.0 Average 35 70.0 70.0 76.0 Low 12 24.0 24.0 100.0 Total 50 100.0 100.0 Service High Average Low 6.00% 24.00% 70.00%INTERPRETATION: This table and chart shows the overall service provided bythe KFIL is average according to the majority of the respondents.BIMS College Bagalkot 54 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Availability Cumulative Frequency Percent Valid Percent Percent Valid High 3 6.0 6.0 6.0 Average 32 64.0 64.0 70.0 Low 4 8.0 8.0 78.0 Very low 11 22.0 22.0 100.0 Total 50 100.0 100.0 Availability High Average Low 6.00% Very low 22.00% 8.00% 64.00%INTERPRETATION: The above chart shows overall the products of KFIL are notabundantly available. They are available in less quantity.BIMS College Bagalkot 55 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives5. Are you satisfied with KFIL product? Cumulative Frequency Percent Valid Percent Percent Valid Yes 41 82.0 82.0 82.0 No 9 18.0 18.0 100.0 Total 50 100.0 100.05. Are you satisfied with KFIL product? Yes No 9 41INTERPETATION: The above table and chart shows overall majority of therespondents are satisfied with the KFIL products.BIMS College Bagalkot 56 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives6. If yes, How much are you satified with KFIL product? Cumulative Frequency Percent Valid Percent Percent Valid Very highly satisfied 7 14.0 14.0 14.0 Highly satisfied 13 26.0 26.0 40.0 Satisfied 30 60.0 60.0 100.0 Total 50 100.0 100.0 If yes, How much are you satified with KFIL product? Very highly satisfied Highly satisfied Satisfied 14.00% 60.00% 26.00%INTERPRETATION: The above table and chart shows overall the customers ofKFIL are satisfied with the quality of product.7.BIMS College Bagalkot 57 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives If no, why? Cumulative Frequency Percent Valid Percent Percent Valid Quality 5 10.0 10.0 10.0 Service 14 28.0 28.0 38.0 Price 7 14.0 14.0 52.0 Availability 24 48.0 48.0 100.0 Total 50 100.0 100.0 If no, why? Quality Service Price AvailabilityINTERPRETATION: this chart shows the main reason for the respondents whoare not satisfied with KFIL product is non availability of the product.8.BIMS College Bagalkot 58 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives In future will you continue to purchase KFIL product? Cumulative Frequency Percent Valid Percent Percent Valid Yes 21 42.0 42.0 42.0 No 29 58.0 58.0 100.0 Total 50 100.0 100.0 In future will you continue to purchase KFIL product? Yes No 42.00% 58.00%INTERPRETATION: While surveying most of the customers are ready topurchase the products of KFIL in the near future.9.BIMS College Bagalkot 59 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Do you suggest others to purchase KFIL products? Cumulative Frequency Percent Valid Percent Percent Valid Yes 46 92.0 92.0 92.0 No 4 8.0 8.0 100.0 Total 50 100.0 100.0 Do you suggest others to purchase KFIL products? Yes No 8.00% 92.00%INTERPRETATION: While surveying majority of the customers say that theywill suggest others to purchase KFIL products.BIMS College Bagalkot 60 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives10. If no, why? Cumulative Frequency Percent Valid Percent Percent Valid Low quality 8 16.0 16.0 16.0 Not satisfied 3 6.0 6.0 22.0 Others 14 28.0 28.0 50.0 Inconvenient of service 25 50.0 50.0 100.0 Total 50 100.0 100.0 If no, why? Low quality Not satisfied Others Inconvenient of service 16.00% 6.00% 50.00% 28.00%INTERPETATION: The reason for not suggesting others to purchase KFILproducts is die to inconvenient of service.BIMS College Bagalkot 61 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives11. KFIL made your purchasing easier and convenient, do you agree with this? Cumulative Frequency Percent Valid Percent Percent Valid strongly agree 4 8.0 8.0 8.0 Agree 29 58.0 58.0 66.0 Neither agree 13 26.0 26.0 92.0 nor disagree Disagree 4 8.0 8.0 100.0 Total 50 100.0 100.0 KFIL made your purchasing easier and convenient, do you agree with this? Strongly agree Agree Neither agree nor disagree 8.00% 8.00% Disagree 26.00% 58.00%INTERPRETATION: Most of the customers agree that KFIL has madepurchasing easier and convenient.13.BIMS College Bagalkot 62 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives How do you rate the overall performance of the company? Cumulative Frequency Percent Valid Percent Percent Valid Very high 4 8.0 8.0 8.0 High 18 36.0 36.0 44.0 Average 25 50.0 50.0 94.0 Low 3 6.0 6.0 100.0 Total 50 100.0 100.0 How do you rate the overall performance of the company? Very high High Average 6.00% Low 8.00% 36.00% 50.00%INTERPRETATION: The above table and chart shows the Majority of thecustomers have rated the overall performance of the company as average.BIMS College Bagalkot 63 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives12. In which aspect do you think KFIL has failed to meet your expectations? Cumulative Frequency Percent Valid Percent Percent Valid Service 3 6.0 6.0 6.0 Price 12 24.0 24.0 30.0 Availability 35 70.0 70.0 100.0 Total 50 100.0 100.0 In which aspect do you think KFIL has failed to meet your expectations? Service Price Availability 6.00% 24.00% 70.00%INTERPRETATION: This table and chart shows the customer’s respondents feelthat KFIL has failed to meet the availability of the products on regular basis.BIMS College Bagalkot 64 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Testing of HypothesisBIMS College Bagalkot 65 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesTesting of Hypothesis 1) Objective: To determine the customer satisfaction level towards the KFIL products. H0; less than 85% of the respondents are satisfied with the KFIL product. H0 < 85% H1; more than 85% of the respondents are satisfied with the KFIL product. H1 > 85% Testing of hypothesis at 5% level of significant N=50 P0=85% Q0=15% p =82% = 0.82 Standard error = PH0*QH0 N = 0.85*0.15 50 = 0.0504 ZCAL = P –PH0 STD Error = 0.82-0.85 0.0504 = -0.5952 = -0.5952 >-1.64 ZCAL>ZTAB value Accept H0 Reject H1. There for, more than 85% of the customers are respondent they are satisfy with the KFIL products.BIMS College Bagalkot 66 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives 2) To know the factors to improve the quality of the products H0; less than 85% of the respondents are considering quality of the product H0 < 85% H1; more than 85% of the respondents are considering quality of the product H0 > 85% Testing hypothesis of 5% level of significant N=50 PH0=85% QH0=15% p=72% = 0.72 Standard error = PH0*QH0 N = 0.85*0.15 50 = 0.0504 ZCAL = P –PH0 STD Error = 0.72-0.85 0.0504 = -2.5736 -2.5736<-1.64 ZCAL<ZTAB value AcceptH1 Reject H0 There for, more than 85% of the respondents are considering quality of the productBIMS College Bagalkot 67 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives 3) To understand the perception towards the KFIL H0; more than 55% of the customers respondent the KFIL product is good H0 > 55% H1; less than 55% of the respondents says KFIL product are good. H1 < 55% Testing of hypothesis at 5% level of significant N=50 PH0=55% QH0=45% p =44% = 0.44 Standard error = PH0*QH0 N = 0.55*0.45 50 = 0.0704 ZCAL = P –PH0 STD Error = 0.44-0.55 0.0704 = -1.5625 -1.5625 <-1.64 ZCAL>ZTAB value Reject H0 AcceptH1. There for, less than 55% of the respondents says KFIL product are good.BIMS College Bagalkot 68 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Cross TabulationBIMS College Bagalkot 69 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesCross TabulationAre you satisfied with KFIL product? * Do you suggest others to purchase KFIL products? Cross tabulationCount Do you suggest others to Total purchase KFIL products? Yes No Are you satisfied Yes 39 2 41 with KFIL product? No 7 2 9 Total 46 4 50From the above survey table through cross tabulation we come to know that,out of 50respondents 41 responts are satisfied with the products of KFIL and in 41 there are 39respondents suggest others to purchase KFIL products and respondents have shown their interestto suggest the brand name of KFIL to others as they are highly satisfied and only 2 customersrespondent is that they donot suggest others to purchase the products.Do you suggest others to purchase KFIL products? * How do you rate the overallperformance of the company? Cross Tabulation How do you rate the Total overall performance of the company? Very high High Average Low Do you suggest Yes 4 18 21 3 46 others to purchase KFIL products? No 4 4 Total 4 18 25 3 50From the above survey table I came to know, through the cross tabulation 46 respondentssuggest others to purchase KFIL products, in 46 respondents 4 respondents agree that overallperformance of the company is very high,18 respondts believe that company performance ishigh,21 respondents say that company performance is average and 3 respondents say that thecompanies overall performance is low.BIMS College Bagalkot 70 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives FINDINGSBIMS College Bagalkot 71 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesFINDINGS:  While survey through questionnaire most of the customers respondent about quality. Quality is the major factor which influences the customer to buy the KFIL product. Few of the customers buy the KFIL product by considering the company image.  Most of the respondents are highly satisfied with the quality of the company product.  The majority of the respondents say that the price of the products of KFIL is high compared to other company products.  The service provided by the KFIL is average according to the majority of the respondents.  The products of KFIL are not abundantly available. They are available in less quantity.  The customer’s perception towards KFIL is average. They are not satisfied with the price and availability as well as the service provided by KFIL.  The company is trying to upgrade technology in order to cope up with other industries.BIMS College Bagalkot 72 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives SUGGESTIONSBIMS College Bagalkot 73 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching LivesSUGGESTIONS:About Price  The Company should reduce the price of its products in order to increase the sales.  The company should set the proper quotations of price with regard to competitors prices. About Quality  The company should produce abundant goods in right quantity and quality at the right time. There should be no deficiency of products using latest technology and should follow the principles of TQM so as to get yhe best quality products with few defectives.  The customer’s perception towards KFIL (Kirloskar Ferrous Industries ltd) has to be improved and enlarged by increasing the public relations,publicity and advertisements. About Service  The Company should provide good quality service to the customers and should retent the customers trust and faith.  The overall performance of the company has to be effective and efficient to attract the customers and to increase its sales.  The company should build the good relationship with customers and they need to improve communication between the customer’s  Majority of the respondents are suggesting to improve the quality of the service provided by KFIL.  According to the customer requirements they have to increase the production.  The company may take some positive actions to improve availability and service, they can keep qualified dealers .  The company should try to upgrade technology in order to cope up with other industries.  The company should take care of the complaints from the customers and accept suggestion and develop customer care service.BIMS College Bagalkot 74 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives CONCLUSIONBIMS College Bagalkot 75 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives CONCLUSION It was an wonderful experience for me to work with KFIL, from the project I learnt aboutthe marketing tactics used by KFIL.. KFIL is a reputed organization which has developed its goodwill in the market to competewith other (company) famous brand. It has to adopt modern technology in the production processand can do better marketing compared with others. It has to increase the rate of commissionpayable to its agents or dealers or retailers. Bevinahalli is functioning well for the social as well as economical improvement of therural population. To survive in the market the company needs to adapt an aggressive marketing policy as ofcompetitors. Last but not the least I would like to conclude KFIL as good organization to work as wellas to interact with people. All the workers and members of the union nicely motivated me. TheKFIL retailers and wholesalers co-operated well and supported me in completing and making thisproject a successfully.BIMS College Bagalkot 76 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives BibliographyBIMS College Bagalkot 77 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives Bibliography www.kirloskar.com www.google.com consumer behaviorBIMS College Bagalkot 78 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives QUESTIONNAIREBIMS College Bagalkot 79 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives QUESTIONNAIRE FOR CUSTOMER SATISFACTION LEVEL AT KIRLOSKAR FERROUS INDUSTRIES LTDSir/MadamName and Address Company: ____________________________Contact person details:Name:Contact no:E-mail ID: 1. Since how many years you are using (pig iron) products? Last 1year [ ] 2-3years [ ] 3-5years [ ] 5years &more [ ] 2. Which factor influenced you to buy the KFIL product? Price [ ] Quality [ ] Service [ ] Company image [ ] 3. Do you buy the product, only from KFIL? Yes [ ] NO [ ] If No, Specify ___________________________________ 4. If from KFIL, how did you come to know about KFIL (pig iron) product? Dealers [ ] Competitors [ ] Others [ ] Users [ ]BIMS College Bagalkot 80 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives5. Other than KFIL, which companies product you will prefer? 1] 2] 3] 4] 6. Tick the below attributes based on your satisfaction level. Very high High Average Low Very low Quality Price Service Availability 7. Are you satisfied with KFIL product? Yes [ ] No [ ] 8. If yes, how much are you satisfied with KFIL product? Very highly satisfied [ ] Highly satisfied [ ] Satisfied [ ] 9. If no, Why? a) Quality [ ] b) service [ ] c) Price [ ]. d) Availability [ ] 10. In future will you continue to purchase KFIL products? Yes [ ] No [ ] 11. Do you suggest others to purchase KFIL products? Yes [ ] No [ ] If no, why? Low quality [ ] Not satisfied [ ] Others [ ] Inconvenient of service [ ]BIMS College Bagalkot 81 Prashant v v
    • Customer Satisfaction Level at Kirloskar Ltd Enriching Lives 12. KFIL made your purchasing easier and convenient, do you agree with this?Strongly Agree Neither agree Disagree strongly Agree or Disagree Dis agree 13. How do you rate the overall performance of the company? Very high [ ] High [ ] Average [ ] Low [ ] Very low [ ] 14. In which aspect do you think KFIL has failed to meet your expectations? a) Quality [ ] b) service [ ] c) Price [ ]. d) Availability [ ] 15. What would you like to recommend for the improvements in Kirloskar ferrous industries? Thank youBIMS College Bagalkot 82 Prashant v v