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To Study Customer Satisfaction For KarQuest Safety Wears Inc.

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  • 1. - 1 - PROJECT REPORT On To Study Customer Satisfaction for KarQuest Safety Wears Inc. Submitted in Partial Fulfillment of the Requirement of Bachelor of Business Administration of Guru Gobind Singh Indraprastha University. Submitted by: Submitted to: S. M. Shujauddin Ms. Anu Bharadwaj Jagannath International Management School Vasant Kunj, New Delhi – 70
  • 2. - 2 - Acknowledgement With an overwhelming sense of gratitude, I acknowledge the valuable guidance and consistent encouragement extended to me by our knowledge faculty members with whose guidance, I am able to accomplish this endeavor. Their technical acumen and years of experience have provided me with crucial inputs at a critical stage. I am especially thankful and grateful to my project guide Mrs. Anu Bharadwaj who motivated and helped me in completing my project. I would like to further acknowledge Mr. Kausar Hashmi (CEO), Mr. A. Chakarvaty (GM Export), Mr. Mukherjee (GM Plant) and workers in plant and factory. As an individual‘s can‘t do project of this scale. Their inputs have played a vital role in success of this project and research. I specially thank Mr. Sharique Husain, the Director and President of International Operation and Mrs. Afreen Ahmad (Chief Finance Officer based in London) for their valuable inputs suggestion. I further thank Mr. Junaid Ahmad, Head Of Virnix UK Ltd., for his inputs on logistic management. I take this opportunity to thank all respondent who spared their valuable and precious time to provide me valuable inputs for project. Without their help it would have not have been possible. Subject chosen by me is quite exhaustive and very new for research purpose. I welcome any suggestion and improvement to enhance and enrich the knowledge. S. M. Shujauddin
  • 3. - 3 - Certificate This is to certify that S. M. Shujauddin of BBA 3rd sem from Jagannath International Management School affiliated to “Guru Gobind Singh Indraprastha University, New Delhi” has worked under my supervision and guidance on “To Study Customer Satisfaction for KarQuest Safety Wears Inc”. He was in constant touch with me and the matter embodied in this report is original and authentic and same recommended for evaluation. I wish him all the best for his entire future endeavor. Mrs. Anu Bharadwaj Project Guide
  • 4. - 4 - Abstract The PPE industry is highly competitive, fragmented and complex with multiple products. The products and services that are easily replicated, together with informed and demanding consumer markets, add to the complexity of the dynamic and fast changing PPE industry. The companies try to differentiate themselves on the basis of corporate identity. The purpose of the current study was to understand “Customer Satisfaction for KarQuest Safety Wears Inc.” and how do and on what attributes customer choose a particular brand and the frequency of their purchase. With India slowly gaining stature as a manufacturing hub, growth opportunities are rife manufactures of Personal Protective Equipment (PPE) across various industries. However, better awareness among end users regarding the importance of good quality PPE and regulatory support will be a prerequisite for the market to reach its potential. Currently, low cost, uncertified, and sub-standard products that increase the safety levels of personnel and erode the market shares of certified PPE manufacturers dominate the Indian PPE market. The high price sensitivity among end users also discourages market growth in terms of revenues. Further, no incentives are available for those who adopt high quality product offerings. Some end users even tend to re-use the disposable PPE, especially protective clothing and gloves. ―The Indian PPE market‘s foremost challenge is to create more awareness among end users about the correct PPE products- to be used in various industries,‖ says Frost & Sullivan Industry Analyst. ―Lack enforcement of government’s occupational and safety regulations only reduce the potential of the total PPE market‖. The government‘s failure to ensure the compliance of safety regulations shifts the responsibility of creating better awareness about the PPE products on to the manufacturers. Therefore, the PPE manufacturers must take the initiative to drive sales growth in high quality PPE by encouraging industries to invest in certified quality products despite their high price. To begin with, PPE manufacturers must introduce a diverse range of products to cater to various price segments. A well-planned distribution network will further ensure that the products reach the right end users.
  • 5. - 5 - ―By introducing training initiative, investing in branding and setting up an organization to initiate stringent enforcement of safety standards, the PPE market in India is already poised for a steady growth‖ While world market for Personal Protective Equipment to reach US $ 33.3 Billion by 2015, according to New Report by Global Industry Analysts Inc Personal protective equipment has for long remained functionality driven products. However, growing consumer desire to combine safety with style, and protection with comfort is leading to effervesce in innovation. A staggering array of products and solutions are now being offered, with an option for customization wherever required. Longstanding growth drivers in this market, which have and which will continue to push gains include legislations which enforce standards of worker safety, employment rates, increasing awareness regarding safety among industrial workforce, level of construction activity, rising sense of professionalism that accelerates acceptance of protective wear as part of worker‘s paraphernalia and rise in career prospects for risky professions. Personal protective clothing and equipment equipped with hybrid materials, smart technology and nanotechnology will witness rising demand. Products with integrated PPE (personal protective equipment) will provide increased revenues in long term. Key players in the International market place include 3M Company, Alpha Pro Tech Ltd, Ansell Healthcare Products LLC, Avon-ISI, BartelsRieger Atemschutztechnik GmbH & Co, Bekina NV, Björnkläder AB, Drägerwerk AG & Co, Eurodress GmbH, Interspiro, Gateway Safety Inc, Honeywell Life Safety, Jallatte Group, JSP Ltd., Kimberly-Clark Professional, Latchways Plc, Kwintet AB, Mine Safety Appliances Company, Moldex-Metric Inc, Pacific Helmets (NZ) Ltd, Respire Ltd., Saf-T-Gard International Inc., Sioen Industries NV, Skylotec GmbH, Scott Health & Safety, Sperian Protection, Wells Lamont Industry Group, Z &V Group, among others. In Indian market the major players are Karam , LibertyGroup (only in safety shoe) Acme(Safety shoe) Unicare Emergency Equipment Pvt Ltd, Mallcom India Pvt Ltd , JIwan lal Group of company Kolkata, Super Safety services , Firetex.
  • 6. - 6 - Table of Contents Chapter No. Contents Page no. 1. Introduction to Industry 7 2. Introduction to Company 17 3. Research Methodology 27 4. Data Analysis 30 5. Fact & Findings 40 6. Recommendation 41 7. Conclusion 42 8. Annexure 8.1 Bibliography 8.2 Questionnaire 43 44
  • 7. - 7 - Chapter- I Introduction to Industry PPE Industry in India Indian personal protective equipment (PPE) market The product segments analysed in this study include: Above-the-neck PPE Protective clothing ,Respiratory protective equipment ,Protective gloves ,Protective footwear . Research Overview This Frost & Sullivan research service titled Strategic Analysis of Indian Personal Protective Equipment Market provides an in-depth analysis of the personal protective equipment (PPE) market in India. The study provides key market metrics such as market sizing, competitive structure, factors influencing the market, and critical success factors for defined PPE segments across various end-user segments. In this research, Frost & Sullivan's expert analysts thoroughly examine the following market segments: above- the-neck PPE, protective clothing, respiratory protective equipment, protective gloves, and protective footwear. This comprehensive, objective information allows your company to mitigate risk, identify new opportunities, and drive effective strategies for growth. Market Overview Increasing Awareness among End Users across Various Industries Propels Market for PPE in India With India rebounding quickly from the economic downturn, recovery in the manufacturing sector has been smooth in 2009-10. This has made India a hotspot for manufacturing as increasing number of MNCs have setup manufacturing units in the country. In response, industries across various sectors are adopting several qualitative steps including protective measures for employees to encourage the entry of MNCs. ―Increasing awareness among end
  • 8. - 8 - users about improving the safety standards of their employees opens up opportunities for manufacturers of certified personal protective equipment,‖ notes the analyst of this research service. However, low-cost, uncertified and sub-standard products that decrease the safety levels of personnel and erode the market shares of certified PPE manufacturers currently dominate the market. The high price sensitivity among end users discourages market growth in terms of revenues. Further, no incentives are available for those who adopt high quality product offerings. Some end users even tend to re-use disposable PPE, especially protective clothing and gloves. ―The Indian PPE markets‘ foremost challenge is to create more awareness among end users about the correct PPE products – especially protective gloves – to be used in various industries,‖ says the analyst.―Lack of enforcement of government‘s occupational and safety regulations only reduce the potential of the total PPE market.‖ Hence, PPE manufacturers face the responsibility to encourage industries to invest in certified quality products despite the products‘ high price. Overall, the time is ripe for the PPE manufacturers to establish strategies that set them on the path to growth. To begin with, manufacturers must take steps to introduce a diverse range of products to cater to various price segments. A well-planned distribution network will further ensure that the products reach the right end users. ―Having introduced training initiatives, invested in branding and the setting up a consortium/organization to initiate stringent enforcement of safety standards, the PPE market in India is poised for steady growth,‖ concludes the analyst. What Is PPE PPE is defined in the Regulations as ‗all equipment (including clothing affording protection against the weather) which is intended to be worn or held by a person at work and which protects him against one or more risks to his health or safety‘, eg safety helmets, gloves, eye protection, high-visibility clothing, safety footwear and safety harnesses.
  • 9. - 9 - Further PPE can be defined as follows PPE means any device or appliance designed to be worn or held by an individual for protection against one or more health and safety hazards. PPE also includes: �A unit constituted by several devices or appliances which have been integrally combined by the manufacturer for the protection of an individual against one or more potentially simultaneous risks; �A protective device or appliance combined, separately or inseparately, with personal non- protective equipment worn or held by an individual for the execution of a specific activity. �Interchangeable components which are essential to its satisfactory functioning and used exclusively for such equipment What do the Regulations require? The main requirement of the PPE at Work Regulations 1992 is that personal protective equipment is to be supplied and used at work wherever there are risks to health and safety that cannot be adequately controlled in other ways. The Regulations also require that PPE: is properly assessed before use to ensure it is suitable; is maintained and stored properly; is provided with instructions on how to use it safely; and is used correctly by employees The hazards and types of PPE Eyes Hazards: Chemical or metal splash, dust, projectiles, gas and vapour, radiation. Options: Safety spectacles, goggles, faceshields, visors. Head Hazards: Impact from falling or flying objects, risk of head bumping, hair entanglement. Options: A range of helmets and bump caps.
  • 10. - 10 - Breathing Hazards: Dust, vapour, gas, oxygen-deficient atmospheres. Options: Disposable filtering facepiece or respirator, half- or full-face respirators, air-fed helmets, breathing apparatus. Protecting the body Hazards: Temperature extremes, adverse weather, chemical or metal splash, spray from pressure leaks or spray guns, impact or penetration, contaminated dust, excessive wear or entanglement of own clothing. Options: Conventional or disposable overalls, boiler suits, specialist protective clothing, eg chain-mail aprons, high-visibility clothing. Hands and arms Hazards: Abrasion, temperature extremes, cuts and punctures, impact, chemicals, electric shock, skin infection, disease or contamination. Options: Gloves, gauntlets, mitts, wristcuffs, armlets. Feet and legs Hazards: Wet, electrostatic build-up, slipping, cuts and punctures, falling objects, metal and chemical splash, abrasion. Options: Safety boots and shoes with protective toe caps and penetration-resistant mid-sole, gaiters, leggings, spats.
  • 11. - 11 - Indian Market Scenario The personal protective equipment (PPE) market is highly fragmented, serving the needs of different industries to provide safer working environment to the worker. The present regulatory environment is helping the industry to grow with focus on workers‘ health and safety issues and making it mandatory for every industry to provide necessary protective equipments to the workers. The United States is leading the market in terms of importing PPE from other parts of the world; on the contrary China is the largest exporter of PPE with further prospects to grow. The demand for PPE is coming from diverse segments in which medical/healthcare segment plays a major role, apart from that food industry is also one of the major contributor. Also in manufacturing industry demand is growing due to new safety regulations. The women PPE market shows potential to grow as demand is higher than supply. Increasing gloves demand supports the PPE industry and is a major contributor in industry revenue generation. Frost & Sullivan research service titled Strategic Analysis of Indian Personal Protective Equipment Market provides an in-depth analysis of the personal protective equipment (PPE) market in India. The Indian personal protective equipment (PPE) market during the period 2006 and 2016. The product segments analysed in this study include: Above-the-neck PPE Protective clothing Respiratory protective equipment, Protective Gloves, Protective Footwear The base year for the study is 2009, and the forecast period is from 2010 to 2016. The study provides key market metrics such as market sizing, competitive structure, factors influencing the market, and critical success factors for the defined PPE segments across various end-user egments. However, low- cost, uncertified and sub-standard products that decrease the safety levels of personnel and erode the market shares of certified PPE manufacturers currently dominate the market. The high price sensitivity among end users discourages market growth in terms of revenues. Further, no incentives are available for those who adopt high quality product offerings. Some end users even tend to re-use disposable PPE, especially protective clothing and gloves. ―The Indian PPE markets‘ foremost challenge is to create more awareness among end users about the correct PPE products – especially protective gloves – to be used in various industries,‖ says the analyst. ―Lack of enforcement of government‘s occupational and safety regulations only reduce the
  • 12. - 12 - potential of the total PPE market.‖ Hence, PPE manufacturers face the responsibility to encourage industries to invest in certified quality products despite the products‘ high price. Overall, the time is ripe for the PPE manufacturers to establish strategies that set them on the path to growth. To begin with, manufacturers must take steps to introduce a diverse range of products to cater to various price segments. A well-planned distribution network will further ensure that the products reach the right end users. ―Having introduced training initiatives, invested in branding and the setting up a consortium/organization to initiate stringent enforcement of safety standards, the PPE market in India is poised for steady growth. The Indian PPE markets foremost challenge is to create more awareness among end users about the correct PPE products to be used in various industries, says the analyst. Lack of enforcement of governments occupational and safety regulations only reduce the potential of the total PPE market. Hence, PPE manufacturers face the responsibility to encourage industries to invest in certified quality products despite the products high price. There is concern in the government — it has set up a taskforce to formulate a national policy on occupational safety and health — but industry experts believe that preparedness for safety has to come from the top and every CEO has to wear the hat of a chief safety officer. While awareness among manufacturing clusters is growing, overall safety preparedness is low — especially on the shop floor and it is not in the radar of managements in India. Experts say safety is more or less followed in the same way as corporate governance. ''It's in the books. But not in daily practice,'' says the CEO of a multinational firm. Roger Moore president of DuPon't safety resources in the Asia-Pacific region, ''It is a wakeup call for India. Safety regulations are pretty good, but it is not put into practice in the workplace. As Indian firms are going global, they see direct economic benefits if safety norms are followed.'' Safety is a big business globally — and it's now coming to India. Chemicals giant DuPont — who has registered substantial success in reducing injuries in their plants to zero levels — recently entered the safety business in India. Big casualties usually happen in sectors such as aviation, transportation, retail outlets and railways. Research has shown that 96 per cent of the accidents are caused by human error with remaining caused by accidents.
  • 13. - 13 - International market Report CBI Market Survey:- The Personal Protective Equipment In The EU KET S This market survey profiles the EU market for personal protective equipment (PPE). Product groups The survey discusses the following product groups: ■ Work wear (Traditional work wear and protective clothing excluding uniforms) ■ Protective gloves (excluding plastic gloves) ■ Safety footwear (limited to products incorporating a protective metal toe cap) ■ Safety headgear (helmets) ■ Protective glasses ■ Breathing appliances (air purification) ■ Fall protection ■ Life jackets Market size The market for PPE, covering the product groups under review in this survey, EU is estimated to have been € 10.3 billion in 2010. The market grew 2.1% annually in terms of value in the period 2005-2010. Germany remained the most important market for PPE in the EU, despite the gradually increasing expenditure, with its market share of 20.5%, followed by the UK, France, Italy, Spain and The Netherlands. About 43% of the PPE market in the EU concerned workwear (traditional workwear and protective clothing) in the period under review. The market for traditional workwear decreased in favour of more specialist protective (CE-marked) clothing. Caused by intensive price competition, the market for other major product groups like protective footwear and protective gloves increased more in volume than in value. Expenditure on other PPE products increased in terms of value. Employers in the ten EU countries which entered the EU in 2004, as well as Romania and Bulgaria, which joined the EU in 2007, are obliged by law to provide PPE where it is needed.
  • 14. - 14 - For that reason, an average annual growth rate of 5.3% was reached by these countries, thereby outpacing the European average. Regarding most of the other EU countries, it can be said that the PPE market was tough in 2005-2010, because of continuous staff reductions and general cost-saving measures by companies and other organizations. Production Total EU production of PPE in 2010, according to Eurostat‘s Prodcom, amounted to € 2.6 billion, which was 8% lower than in 2005. Italy is the leading producer of workwear in the EU, followed by Spain, Poland and Romania. Italy has also been the leading producer of safety footwear (followed by Germany, France, Finland and Spain) and safety headgear (followed by the UK, Germany, France and Spain) for many years, while France was the leading producer of protective gloves (followed by the UK, Spain, Poland and Germany). Increasing levels of price sensitivity among end-users is forcing market participants to re- evaluate their production options. In order to improve their cost competitiveness, several EU manufacturers re-located their production facilities from high-cost economies to low-cost regions, such as the Far East. Finding new sales areas and (vertical) integration are major strategies for PPE companies in the EU. Imports The EU member states imported 686 thousand tons of PPE at a value of € 6.2 billion in 2007, of which 51% came from DCs. During the period 2005-2010, total EU imports increased annually 7.7% in terms of value and 7.2% in terms of volume. The average import price in 2007 was only 1.7% higher in 2007 than in 2003. Germany remained the leading importer in 2 Italy (10%), Belgium (7%) and Spain (7%). The Netherlands (6%) ranked seventh, followed by Sweden, Denmark and Austria. The role of DCs increased strongly in the period 2005-2010, the import share of DCs having accounted for 45% in 2005, 49% in 2007 and 51% in 2010. Imports from DCs rose by 47% in the period 2005-2010, intra-EU trade by 18%, while imports from countries outside the EU (excluding DCs) decreased from 7.6% to 6.7% during the same period. The import share of DCs
  • 15. - 15 - varied strongly per product group: from 2% for breathing appliances to 67% for protective gloves. Total imports of all product groups increased in absolute terms, of which safety headgear, footwear and life jackets grew more strongly than average. China remained by far the leading supplier of PPE to the EU, before Malaysia, Tunisia, Thailand and India. Total imports from China increased strongly: 30% in the whole period 2007-2010 (against 41% during 2005-2007). In 2007, 19% of total EU imports came from China; in 2010: 21%. The growth of imports from China increased almost 21% annually, during the period 2005- 2010. Exports The EU exported 205 thousand tons of PPE with a value of € 4.0 billion in 2010, representing an annual growth of 4.5% in the period 2005-2010 Italy remained the leading EU exporter, mainly caused by its exports of protective footwear and safety headgear. Export activities by the EU countries vary strongly per product group. Trade channels for market entry Indirect buying from distributors or wholesalers and direct buying from manufacturers are the most important distribution channels for PPE in the EU, followed by rental or lease. It is believed that catalogue business including e-commerce (by manufacturer as well as by wholesaler), will become the major growth areas throughout most of the European PPE markets. The market share of distributors/wholesalers and tender are predicted to increase, meanwhile, direct sales from manufacturers, rental/leasing, retail and other channels are expected to stay flat. Opportunities and threats ■ Germany is still the greatest market for PPE, followed by the UK and France. Per capita expenditure is high in the UK, Germany, France and the Scandinavian countries. The highest growth rates were reached in East European countries, which joined the EU in 2004.
  • 16. - 16 - ■ In 2007, 45% of PPE imports into the EU came from DCs, against 51% in 2010. This percentage was significantly higher for workwear and protective gloves and lower for the other product groups. ■ Imports from DCs will grow faster than total imports in the coming years, mainly to the detriment of other (EU and non-EU) countries. ■ Exporters of PPE are confronted with many aspects like quality standards (CE marking!), product liability, sizing, packaging and environmental requirements. These result in a lot of technical requirements, together with aspects of design, fashion, comfort, ergonomics, market developments etc. ■ For that reason, co-operation in a variety of forms between importer and exporter can be necessary, of which the more far-reaching forms of potential co-operation are joint ventures and co-makership agreements. ■ Some exporters in DCs might be able to benefit from the current economic crisis. EU manufacturers will increasingly look for ways to work together in order to reduce costs. Moreover, with product innovations slowing down and longer product cycles, DCs might have an opportunity to catch up on today‘s state-of-the-art technology and compete with sophisticated products for competitive prices. - Strong competition on the PPE market in the EU makes it difficult for small producers in DCs to gain entry to the market by offering ‗more of the same‘, which implies very strong price competition.
  • 17. - 17 - Chapter 2 Introduction to company KarQuest Safety Wears Inc. History : Karquest has got a humble beginning it started by Kausar Hashmi having experience with many multinational‘s and first generation entrepreneur. Karquest was founded in 2002 . Started with gloves and industrial Safety Footwear. 1. In 2004, Karquest Safety wear Incorporated at Kanpur. 2. Started manufacturing safety shoes and gloves. 3. In 2007, increase the product range to safety wears and workwears. 4. In 2010, diversified into the field of fire protection clothing and fire proximity and fire entry suits. 5. In the same year entered in the Middle East Market‘s. 6. In 2011, tied with Malaysia based Harvik to market their brand in India. 7. In 2011, tied with Nice Gloves of South Korea to distribute high quality certified gloves under brand name Matrix worldwide. 8. All the products of Karquest is marketed under brand name Matrix PROFILE: KarQuest Safetywears Iinc. an ISO 14001 manufacturer and exporter of Footwear working under Quality Management System, they have specialized in the production of leather and leather Safety Footwear, the growth of our company has been steadily progressive keeping in pace with trends and demands of the market and thus KarQuest Safetywears have been able to create niche for ourselves in the world market with impressive products and service. They manufacture all kind of leather and uppers especially security, industrial and military type
  • 18. - 18 - and follow strict quality control measures right from the purchase of raw materials through to every production proceeds to the final finished product. They have their own Tannery. Safety boots are made through direct injection process on DESMA machine , availiable in single and double density PU. They are specialized in Industrial safety Footwears /Occupational & protective/footwear/Firefighting boots, Military /Army Boots innovative technology and quality control programmes have proven to be the perfect ingredient for customer satisfaction, hence enabling KarQuest to be associated and embraced with opportunities of serving esteemed business corporations and brand names in Europe, Middle East and Latin America. Fabric & Clothing Factory They are an ISO 9001:2000 certified reputed manufacturer and exporter of WORK-WEAR & WORK- WEAR fabric . Their annual production capacity is 16.8 million meters of fabric and 1.8 million Pieces of work wear in different qualities. All products are made by industry specific fabric like 100% Cotton, Poly-Cotton in various GSM & weave as per buyer‘s requirement. Product range includes following: 1.Basic work wear:- Coverall or Boiler suits, Jacket & trouser set, Reflective Vest/Traffic Vest, Bib trousers, Uniforms, Lab coat, Aprons etc 2.Protective clothing:- Fire Retardant Coveralls, Anti flame Garments, Anti static Garments, Water Resistance Garments, Hi- Visibility Garments, 3.Casual Wear:- All kinds of fashion Garments 4.Hotel Clothing 5.Hospital Clothing Presently they are exporting their products in European Countries, Middle East, South Africa, Russia, USA & Canada markets. We also serve domestic markets. Certificates:- (1) ISO 9001:2000 certified (2) OEKO-TEX Standard 100 certified (3) Licensee of SANFOR (4) SATRA test report U.K.
  • 19. - 19 - KarQuest Products PPE is an important and necessary consideration in the development of a safety programme. Once the safety professional decides that PPE is to be used by workmen, it becomes essential to select the right type of PPE and the management should ensure that the workman not only uses it but maintains it correctly. Quality of PPE PPE must meet the following criteria with regard to its quality: (i) Provide absolute and full protection against possible hazard. (ii) It be so designed and manufactured out of such material that it can with stand the hazard against which it is intended to be used. PPE guidelines have been prepared by the relevant services of the Directorate General - Enterprise and Industry of the European Commission in collaboration with MemberStates, European industry, European standardisation and Notified Bodies and further India BIS ( Beaurea of Indian Standard ) has also given guideline and prepared the specification for PPE to provide workers ISI and DGMS (Director General of Mine Safety) approved and certified products to their workers. These guidelines are not only for the use of Member States‘ competent authorities, but also by the main economic operators concerned, such as manufacturers, their trade associations ,bodies in charge of the preparation of standards as well as those entrusted with the conformity assessment procedures KarQuest deals in only the four segment of PPE that is 1.Safety Foot Wears 2.Safety Clothing 3.Fire Protection 4.Gloves
  • 20. - 20 - Safety Shoes can be categorized in the following segments: Leather Range PU/TPU Series PU/PU Series ESD Series PU/PUR Series Vulcanized Nitrile Sole Fire Boot Services Goodyear Welted Series Military & security Boots Rubber Range Chainsaw Boots Fire Fighter Boots Fire Chainsaw Boots Minning Boots Winter Boots Food Processing Boots Special Purpose Boots Military Boots
  • 21. - 21 - Safety Clothing: Safety Clothing Coverall (100% cotton and Cotton and polyster) FR Coverall Shirts and Trousers High Visibility Jackets Electric ARC Protection Chemical Hazard Resistant Anti-Static Oil and Water Resistance Winter Protection Rain Protection Anti- Flame (100% Aramid or combination of Aramid & Viscose & Antistatic) Miscellaneous
  • 22. - 22 - Fire Protection:- Fire Protection Fire Proximity Suit Fire Entry Suit Heat Protective Wear Structural Firefighting Suit Welding and Fire Blanket Fire Helmet
  • 23. - 23 - Gloves Range:- Gloves Range Leather Range Knitted Range Rubber Range Kelvar Range
  • 24. - 24 -
  • 25. - 25 - Mission and Vision of KarQuest Mission It‘s the mission of the KarQuest Group to continuously improve the quality of its products using cutting-edge technologies and following the latest trends. The group emerged with an enthusiasm to offer world-class products to its countrymen and it will carry forward the same attitude along with the determination to be the global leader. Vision The Group is committed to achieve the highest performance standards in each area of its business. It envisages itself as the most trusted name all over the world. DESMA MACHINE
  • 26. - 26 - SWOT Analysis Strength Track record of growth in turnover and profits Superior quality Vast experience in domestic and export market Weaknesses High prices High lead time Less Variety in sports shoes Opportunity Quicker response to customers need To increase share in non leather products Threats Heavy competition More aggressive marketing by foreign competitors in sports shoe markets Entry of giants of PPE in Indian market with varieties of products
  • 27. - 27 - Chapter 3 Research and Methodology Title:- To Study Customer Satisfaction for KarQuest Safety Wears Inc. Title justification:- I have choosen the topic ―To Study Customer Satisfaction for KarQuest Safety Wears Inc ― because in today‘s scenario the first thing which a company look is for the safety of their customer. Objectives of study Every study is conducted with key objectives and aims kept in the fore. Without aims and objectives the study is like a ship without radar. So aims and objectives of this study are: a. To understand PPE Industry and marketing strategy of Karquest Safety Wears. b. To know whether the product is environmental friendly. c. To understand the awareness level of KarQuest,s Product and brand name d. To ascertain the superiority of KarQuest ‗s product with others. e. To know how satisfied customers and consultants are, with the product, they purchase. f. To know what the end users and consultants want from the KaQuest g. To know the perception of customers regarding the quality and other factors. h. To know the most influential factors that influence. i. To know the demand of these products in the government departments j. To know the lead time taken by KarQuest . k. To know the strengths, weaknesses, opportunities and threats KarQuest .
  • 28. - 28 - Research plan has the following Steps: Data Sources Two types of data were taken into consideration i.e. Primary data and Secondary data. My major emphasis was on gathering the primary data. The secondary data has been used to make things more clear. i. Primary Data: Direct collection of data from the source of information, including personal interviewing, survey etc. ii. Secondary Data: Indirect collection of data from sources containing past or recent information like, Annual Publications, Books, Newspaper and Magazines etc. iii. Research Approach: Surveys are best suited for Descriptive Research. Surveys are undertaken to learn about people‘s knowledge, beliefs, preferences, satisfactions and so on and to measure these magnitudes in the general public. Therefore I have done this Survey for the Descriptive Research Process. RESEARCH INSTRUMENT A close friend questionnaire was constructed for my survey. A Questionnaire consisting of a set of questions was presented to respondents for their answers. SAMPLING PLAN The sampling plan calls for three decisions. i. Sampling unit: Who is to be surveyed? The target population must be defined that has to be sampled. It is essential to develop a sampling frame so that everyone in the target population has an equal chance of being sampled. The sampling unit of this project was Maruti, Hero Honda, Kone, Railway, Jindal group and consultants in DELHI.
  • 29. - 29 - ii. Sample Size: 25 Safety Managers 25 Safety Manager of company Maruti, Hero Honda,Kone,Railway, Jindal group like and 15 consultants (contractors) were the target population. iii. Contact Methods : Personal Interviews and Phone Calls Once the sampling plan has been determined, the question is how the subject should be contacted i.e. by telephone, mail or personal interview. Here in this survey, I have contacted the respondents through personal interviews and phone calls as well. Collecting the information: i. Collection of Primary Data Primary Data is the data collected from the original source. In my survey and study, there was optimum availability of primary data because every aspect was witnesses carefully at each point. Questionnaire and personal interviews were the main instruments, which were used for collecting primary data. ii. Collection of Secondary Data: Secondary Data is the one which has already been collected by someone else and some other person is using that information. The source of secondary data was, some related books and websites related to the company. The competent staff of the company helped me a lot in providing information about the company. Limitation of study: 1. Compare the market potential of New Delhi: the sample size of 100 - target audience is relatively small. This doesn‘t represent the true universe. 2. A population census couldn‘t be done which perhaps gives approx. Zero ―deviation error‖ from the actual. 3. Most of the targeted audiences were not aware about various brands names. 4. Some targeted audiences were not friendly and some dint had adequate knowledge about the products so offered.
  • 30. - 30 - Chapter 4 Data Analysis Q1). Have you heard of KarQUEST products? a. Yes b. No Yes 10 No 15 Interpratation:- Out of 25 people only 10 know about KarQuest Have you heard of KarQuest? Yes No
  • 31. - 31 - Q2). While buying PPE products, what do you look for? a. Style b. Quality c. Reliability d. Price Reliability 07 Quality 08 Style 05 Price 05 Interpretation:- While buying a PPE product people look for quality and reliability and not much is focus on price and style. Buying Reliability Quality Style Price
  • 32. - 32 - Q3).How did you find the quality of the product of KarQuest? a. Very good b. Good c. Average d. Bad Very Good 08 Good 10 Average 05 Bad 02 Interpretation:- From the above graph it shows that the quality of the KarQuest is good. Quality Very Good Good Average Bad
  • 33. - 33 - Q4).Are you satisfied with the KarQuest product and its life? a. Yes b. No Yes 13 No 12 Interpretation:- The graph shows that the customer are really satisfied with the company. Are you Satisfied with the Company Yes No
  • 34. - 34 - Q5).Is the product environment friendly? a. Yes b. No Yes 20 No 05 Interpretation:- This shows that the product is environment friendly. Is Product Environment friendly Yes No
  • 35. - 35 - Q6).Does the product has sufficient features? a. Yes b. No Yes 20 No 05 Interpretation:- The above graph indicates that the company has sufficient features. Sufficient Features Yes No
  • 36. - 36 - Q7).Which PPE do you use? a. Matrix (KarQuest) b. Mallcom c. Karm d. Warrior Matrix(KarQuest) 03 Mallcom 10 Karm 06 Warrior 06 Interpretation:- It shows that the company needs to do more work on their market to make the product popular. Which PPE do you use? Matrix(KarQuest) Mallcom Karm Warrior
  • 37. - 37 - Q8).In your opinion the brand image of Matrix (KarQuest )is……… a. Very good b. Good c. Average d. Bad Very Good 10 Good 08 Average 05 Bad 02 Interpretation:- The brand image of the company is very good. Brand Image Very Good Good Average Bad
  • 38. - 38 - Q9).Reasons of your preference for KarQuest…………. a. Price b. Quality c. Safety d. Brand image Price 03 Quality 09 Safety 09 Brand Image 03 Interpretation:- The customer buy the product of KarQuest because of its quality and safety reason and not because of the price and brand image. Preferance for KarQuest Price Quality Safety Brand Image
  • 39. - 39 - Q10).Factors for purchasing on higher price : a. Certified b. Durability c. Brand image d. Eco friendly Certified 10 Durability 05 Brand Image 04 Eco- Friendly 06 Interpretation:- The factor for purchasing at higher price is about the certified, durability, and brand image. Factor for purchasing at higher price. Certified Durability Brand Image Eco Friendly
  • 40. - 40 - Chapter 5 Facts and Findings From the above graphs we can find:- 1. Out of 100 people only 45 know about KarQuest 2. While buying a PPE product people look for quality and reliability and not much is focus on price and style. 3. From the above graph it shows that the quality of the KarQuest is very good. 4. The graph shows that the customer are really satisfied with the company. 5. This shows that the product is environment friendly. 6. It shows that the company needs to do more work on their market to make the product popular. 7. The above graph indicates that the company has sufficient features. 8. The brand image of the company is very good. 9. The customer buy the product of KarQuest because of its quality and safety reason and not because of the price and brand image. 10. The factor for purchasing at higher price is about the certified, durability, and brand image.
  • 41. - 41 - Chapter 6 Recommendation From the above finding I recommend the company these following things:- KarQuest should try to work on Nano technology which should produce cheaper products with good quality. The after sales service is good but to win the customers‘ heart you have to be the best so KarQuest should be the best in giving after sale service because remember that ―customer KarQuest should also make CBRN (CHEMICAL,BIOLOGICAL,RADIATION ,NUCLEAR )because these two sectors have great potential and they will increase the profit . The lead taken by KarQuest should be less because not only the customer will suffer but in the long run the customer will evade and it will surely bring bad name to the company Company should further reduce its price. Fulfill all the commitments which are made by company. Provide updated information and knowledge to the contractor about the product. Provide equal price to all the customers. .Company should improve its grievance handling system There should be advertisement on the world-wide web also. More local/ regional advertisements should be there to make people aware about KarQuest and its products
  • 42. - 42 - Chapter 7 Conclusion The purpose of this report was to understand the concept of To understand Growing market of certified PPE in India and Europe o As far as present potential of KarQuest is concerned. There are 14 customers which are buying shoes ranging from 600-800 . and out of which 4 are of KarQuest.. and there are 27 customers which are buying shoes ranging more than 800 rs. And out of that 23 are of liberty. So there are 8 customers out of 100 customers which are untapped by liberty. o From this research I came to know that mostly people prefer to buy ppe of other brands most of which are of local brands. And are not costly. Most of them lie in the price range of 200-400. Which implies they do not want to spend much on their employees o Maximum respondents like to buy shoes of PU sole which is a flexible sole. o Price and Quality are the two most important features whixh they take into consider before purchasing shoes.and do not give much importance to design. Because design does not play important role in safety of shoe. o 36% i.e. maximum people are facing problems regarding size.
  • 43. - 43 - Chapter 8 8.1 Bibliography Books:- Marketing Management – Philip Kotler Consumer Behaviour, 6th Edition, by Hawkins, Best ad Coney. Marketing Management- Dr. C.B. Gupta Websites:- 1. www.cbi.eu 2. www.researchandmarkets.com 3. safety.dept.shef.ac.uk 4. www.prweb.com 5. Strategic Analysis of the Indian Personal Protective Equipment Market by frost and sulivan 6. karquestsafety.com News Paper:- Economic Times Hindustan Times Times of India
  • 44. - 44 - 8.2 Questionnaire Questionnaire for Safety Manager (end users) Q1). Have you heard of KarQUESTproducts? c. Yes d. No Q2). While buying PPE products, what do you look for? e. Style f. Quality g. Reliability h. Price Q3).How did you find the quality of the product of KarQuest? e. Very good f. Good g. Average h. Bad Q4).Are you satisfied with the KarQuest product and its life? c. Yes d. No Q5).Is the product environment friendly?5 c. Yes d. No
  • 45. - 45 - Q6).Does the product has sufficient features? c. Yes d. No Q7).Which PPE do you use? e. Matrix (KarQuest) f. Mallcom g. Karm h. Warrior Q8).In your opinion the brand image of Matrix (KarQuest )is……… e. Very good f. Good g. Average h. Bad Q9).Reasons of your preference for KarQuest…………. e. Price f. Quality g. Safety h. Brand image i. Any other Q10).Factors for purchasing on higher price : e. Certified f. Durability g. Brand image h. Eco friendly
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