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• To develop the Brand Image and
Customer Loyalty
• To ensure 0TIF Delivery
• To increase Customer Satisfaction Index
for both Internal & External Customer
• To achieve Zero Complaint Status
•To develop New and Value Added Products

5. SNo. Steps
12 Market Orientation &
Customer Driven : Internal &
External Practiced by all the MONTHS
Teams in all the Areas
0
1
0
2
0
3
0
4
0
5
0
6
0
7
0
8
0
9
1
0
1
1
1
2
1
3
1
4
1
5
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5
2
6
2
7
2
8
2
9
3
0
3
1
3
2
3
3
3
4
3
5
3
6
Sub Steps / Activities
12A Marketing Strategies ( Evolve,communicate, P
implement and review) A
Internal Supplier-Customer orientation P
( Need identification,performance contracts) A
Implement system for periodic assessment P
of external customer's perception A
Establish Market Information System to P
analyse Market environment A
Identification of market segments for focus P
A

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MONTHS
0
1
0
2
0
3
0
4
0
5
0
6
0
7
0
8
0
9
1
0
1
1
1
2
1
3
1
4
1
5
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5
2
6
2
7
2
8
2
9
3
0
3
1
3
2
3
3
3
4
3
5
3
6
Selecting and managing market channel P
and assessment for effectiveness A
Communication and Market Promotion P
A
Lost customers - system for analysis P
of root cause. A
Knowledge on competitiors leading to P
Bench Marking with Competition A
Launching New Products and services P
(evaluation,team approach,time to market targets)A
Delivery management - OTIF Measurements P
A

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MONTHS
0
1
0
2
0
3
0
4
0
5
0
6
0
7
0
8
0
9
1
0
1
1
1
2
1
3
1
4
1
5
1
6
1
7
1
8
1
9
2
0
2
1
2
2
2
3
2
4
2
5
2
6
2
7
2
8
2
9
3
0
3
1
3
2
3
3
3
4
3
5
3
6
Launching New Products and services P
(evaluation,team approach,time to market targets)A
Delivery management - OTIF Measurements P
A
Marketing performance review - ( Develop P
indicators and measure/monitor) A
Closed Loop Feed Back System in all areas P
A
System to serve Customer after sales P
A
System of Registering and Solving P
Customer Complaints A

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• Training of all employees on concept of
Internal & External Customer
• System of After Sales Service to the Customer
• Customer Education
• Delight Indexes for Internal & External Customers
• Sound Communication system with the Customers

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• Regular training of all employees
• Technical & Commercial assistance to the
customers
• Regular visits to the customers
• Regular visits by our customers to our factory
• Analyzing & Implementing feedbacks of all
customers
• Development of
• New Products & Services
• New Customers
• New Markets

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• Monitoring Delivery Status
• Measuring External Customer Satisfaction
Index annually
• Measuring Internal Customer Satisfaction
Index every six months
• Monitoring of Complaints
• Monitoring of Complaint Handling Time

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1999 2000 % Change
1 Customer Satisfaction Index 7.1 7.6 7.00
(Internal Customers)
2 Customer Satisfaction Index 7.73 8.40 8.66
(External Customers)
3 Reduction in No. of Complaint 8.00 7.00 12.50
4 Reduction in complaint 35.00 12.00 65.71
handling time
5 Development of new and Nil 2.00% 200.00
value added products
6 Improvement in sales to 2.31 3.71 60.60
end users

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1. Customer satisfaction index (external) :
target to improve index from 7.6 to 8.7
2. Customer satisfaction index (internal) :
target to improve index from 8.4 to 8.7
3. Reduction in no. of complaints from 7.0 to 6.0
4. Complaint handling time to reduce
from 12 to 10 days.
5. Improvement in customer response time.

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OTHERS
15%
EUROPE
24%
AUSTRALIA
2%
JAPAN
28%
MALAYSIA
TAIWAN
KOREA
31%
LINK
DETAIL
SALES YEAR 2013

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1. IMPROVED UNWINDING CHARACTERISTICS .
2. S. D. RAYON FOR HIGH TEMP . LAMINATION.
3. INTRODUCED PALLET PACKING
4. INTRODUCED METERD LENGTH PACKAGE.
5. INCREASED RKM IN RAYON AND CVC.
6. PROVIDED TAILOR MADE PACKAGE SIZE .
7. IMPROVED TECHNICAL SUPPORT

15. S.N. Attributes Dec 1999 Apr 2000 % Change
1. Quality 74.71 77.86 4.22
2. Consistency 72.57 76.43 5.34
3. OTIF 66.86 72.14 7.90
4. Feedback 66.14 71.79 8.54
5. Response 72.21 79.29 9.81
6. Follow up 70.79 76.07 7.60
7. Systems 72.93 77.14 5.81
AVG 71.00 75.80 6.76

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71
75.8
85
60
65
70
75
80
85
Survey-
1(Dec '99)
Survey-2
(Apr '00)
Target

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74.71
77.86
72.57
76.43
66.86
72.14
66.14
71.79 72.21
79.29
70.79
76.07
72.93
77.14
58
60
62
64
66
68
70
72
74
76
78
80
Survey-1 74.71 72.57 66.86 66.14 72.21 70.79 72.93
Survey-2 77.86 76.43 72.14 71.79 79.29 76.07 77.14
Quality Consistancy OTIF Feed Back Responsive Follow-up System