1. The document analyzes data from a survey of 140 companies on their use of document management devices like printers, scanners, MFDs and fax machines. 2. It finds that most companies spend less than Rs. 3000 per month and prioritize low price over other factors like quality and brand when purchasing. 3. The majority of directors and CEOs are responsible for purchase decisions, but many customers are unsatisfied with after sales service and response times from brands.

1. Presented by:-
Alka kumari (38)

2. ACCESSING CUSTOMER
SATISFACTION AND
MARKET DYNAMICS ON
DOCUMENT MANAGEMENT
DEVICES

3. CONTENT
1. Identifying the problem
2. Objective
3. Research methodology
4. Data analysis
5. Findings
6. Recommendation
7. Conclusion

4. identifying THE PROBLEM:-
To test the potential for output devices in the
corporate segment.

5. • To understand the actual management functioning.
• To apply the theoretical knowledge in actual learning process.
• To understand the current scenario in the corporate regarding
the management and relate it with the management study.
• To make the responsible people in different organization understand
the system through which the cost can be reduce its
maximum through smarter document management.
• To create awareness regarding the Multi Function Devices (MFD)
to various companies.

6. RESEARCH
METHODOLOGY

7. a. TARGET MARKET- 140 companies
b. RESEARCH METHOD
c. SAMPLING METHOD
d. DATA COLLECTION

8. DATA ANALYSIS

9. Use of device
PRINTER SCANNER MFD FAX
DEVICES 160 22 100 8
DEVICE
fax
2%
mfd
30% printer
Interpretation:-
After analyzing the chart
scanner
we can conclude that out
mfd of 140 respondent’s 61 %
printer fax using printers,
61% 30 % Using MFD, 7 %
using scanner and 2% fax
scanner machines.
7%

10. Brand H.P Xerox Cano Samsu Ricoh Brother Panason wipro TVS epso sharp
→ n ng ic n
Produc
t
↓
Printer 114 8 22 4 - - - 1 4 7 -
Scanne 17 0 3 - - 2 - - - - -
r
MFD 61 10 11 5 1 5 - 2 - 5
Fax 0 0 1 0 0 1 5 - - - 1

11. 120 111
100
79
80 <3000 impressions
3001-10000 impressions
60
10001-20000 Impressions
40
17 <20000 impressions
13
20 5 3 2
0
printing scanning
Interpretation
After analyzing the column chart we can conclude that in most of the SMB (small
medium business) have below 3000 printing and scanning impression monthly.

12. <3000 Rs. 3001-6000 Rs. 10001-20000 >20000 rs.
Rs.
Monthly spend 114 13 5 4
money spent
4% Interpretation
After analyzing the
1% pie chart we can
10%
conclude that in
< 3000 Rs. most of the SMB
(small medium
3001-6000 Rs.
business) spend
6001-10000 Rs. money less than
>10000 Rs. 3000 Rs. monthly
that is 85 % of 140
85% Respondents.

13. 67 64
70
58
60 52
50 43
40 1st
29 28
30 24 2nd
15 18
20 12 3rd
10 3
0
price Quality Brand After sales
service
Interpretation
After analyzing this column chart we can conclude that 43 Respondents are first
see price of the product , 64 are see first quality of the product , 29 see first brand
of the product and only 3 respondents see first after sales service.

14. YES NO
14 126
Expansion plan
Interpretation
yes It is clearly shown in the
10% above pie charts that
90% respondents have
yes no expansion plan in
no near future. The main
reason behind is Global
Recession.
no
90%

15. Adding employees Diversification Opening in new location merger
5 1 8 0
Diversificati Expansion plan
on Interpretation
7%
And out of the
remaining 57 % are
opening in new opening in new
location location, 36 % have
Adding Adding employees plan to add Scheme
employees
36% opening in
and 7 % have plan of
Diversification diversification.
new
location
57%

16. IT head Operation head Purchase head Director/ CEO
15 10 16 99
Purchase decision
Interpretation
11% It is concluded by analyzing
above pie chart ,in 71 %
7%
IT head companies Director/ CEO
take buying decision of office
Operation head
11% document equipment and
Purchase head
remaining 11 % IT head , 7 %
Director operation head and 11 % by
71% Purchase head respectively.

17. Very satisfied Satisfied Neither satisfied Dissatisfied Very dissatisfied
nor dissatisfied
Overall satisfaction 17 119 1 4 -
Ease of use 19 117 2 2 -
Response time 21 95 22 2 -
After sales service 15 92 31 2 -
Quality of repairing 22 79 37 2 -
Frequency of 14 102 21 3 -
breakdown
Quality of printing 19 111 8 2 -
Running cost 14 118 6 2

18. Intend to buy any copier/printer/MFP
YES NO
7 133
prospect customer
Interpretation
yes
5% After analyzing that we can
conclude that 5 % respondents
are want to buy office
document product out of 140
yes Respondents.
no
no
95%

19. Customer satisfaction.
Services offered by companies.
Unawareness of brand & Product.
Price of product.
No Direct selling.
Experience.

20. •Xerox should more focus on the advertisement to make more awareness in the
mind of customer in India.
•After sell service of the Xerox is not up to the satisfaction level so they should
improve their after sell service.
•Its product price is too high compare than other brands so it should be reduce
some extent.
•Xerox believes in Personal selling and Trade selling which does not make more
awareness in the mind of customer so they should give ad on T.V and other
media.
•Xerox should also encourage direct selling a part of from depending fully on
dealers.
•There could be some changes in the products of Xerox according to consumer
needs and purchasing power of consumer.

21. From the market research done on document devices , HP is
the leading brand in providing the document solutions.
There is a lot of potential in the document devices
market. So, xerox should concentrate on advertisement
, moderate pricing and provide efficient sales service.