CHAPTER I INTRODUCTION

CHAPTER I
INTRODUCTION
1.1 BACKGROUND OF THE STUDY CUSTOMER AWARENESS
Customer awareness is about making the Customer aware of rights. It is marketing term which means that customer are aware of products and services, its characteristics and the other marketing Ps (Place, Price, Promotion).We use lot many types of goods for a reason these goods are both tangible (product) and intangible (services). Together goods and services are known as commodities. The reason for their use is what can be called as satisfaction of wants.

RISE OF CUSTOMER AWARENESS

The growth of private sector there is a greater need for discipline and regulation of the market. Customer must be aware of the sale and purchase of goods, the health and security aspects also. Ensuring the safety of food items sold in the market is essential these days. Legal measure for safety and Customer awareness must be uniform, and transparent in terms of prices, quality of goods and stocks. must have Customer the tools to combat malpractices and protect their rights. The first movement Customer began in England after Second World War, a modern declaration about rights Customer was first made in USA where four basic Customer rights (choice, information, safety and to be heard).

HOW TO MAKE CUSTOMER AWARE

It should be appreciated that customer awareness provides a new frame of references for value creation as also an opportunity for innovation. It is time to think out of In box and adopt novel strategies and measures to foster awareness. To mention a few: a) Launch awareness movement through various convenient people-oriented programs. Through media, corporate publicity, rural camps and popular communication channels including Radio, TV, and Publicity Vans. b) Awareness of products and services through visuals that trigger curiosity and manifesting terms of desire and later sale-purchase transaction. c)Beyond these stages, to take up awareness of other aspects such as product, prices, quality, service convenience, status ,pride, joy and ease. d) Campaign to educate rural and semi urban masses on the need for security that protects their live hood, security to produce and belongings and create feel-good feelings.

CUSTOMER IS BUSINESS, BUSINESS IS PEOPLE, AND PEOPLE ARE CUSTOMERS SATISFYING A CUSTOMER IS EVERYBODYS BUSINESS

CUSTOMER SATIFICATION
All customers when they decide to purchase a product or service, however cheap it may be, they all are to satisfy certain needs and they perceive that the product has necessary features and properties to take care of such needs. All customers expect a certain level of satisfaction which they would like to derive using the product. In the market all sorts of products of different makes available and all of them do not give same level of satisfaction. Every product exists to satisfy a need and therefore, an individual customer searches for a product, which at the very least cost & which will have satisfaction of the basic needs as its core benefits. The customers will derive satisfaction, once these are not achieved, and then the results will be dissatisfied customers. All organizations following the marketing orientation or marketing concept will place overwhelming emphasis on the consumer and his needs and offer products which will give him maximum satisfaction. It is not enough to have only consumer orientation but what extremely important is that such an orientation leads to consumer satisfaction. No organization can afford to ignore the satisfaction of the customer, and if any firm dose ignore the customer, it will be very wrong policy as it will ultimately leads to decline in business and gradually fade out the market. In the world of management expert Peter Drucker, The purpose of any business is to to create a customer. It is the customer who determines what a business is; it is the customer who alone, who through being willing to pay for goods. What a business thinks it produces is not of its success. What the customer thinks he is buying-What he consider value, is decisive, it determines what a business is, what it produces and whether it will prosper. The views were expressed long ago, by Adam Smith, when he said, Consumer is the sole end and purpose of all production. It will observe that both Peter Drucker and Adam Smith had expressed the same through separately by centuries. The importance of customer satisfaction is gaining significance in the marketing domain. It does not mean that earlier marketing companies or manufacturers were not keen or equipped to evaluate customer satisfaction but of it late it has assumed great significance for;

A large number of competing products are available in the market.

Better products or better substitutes are coming to replace old product.

4

 Customer awareness has gone up tremendously due to mass advertising on electronic media. Better technology available to give better quality. Higher productivity will mean lower price or even substance of prices. The marketing companies are interested to achieve long term objectives through customer satisfaction. Therefore, the search for service excellence for those concerned with the customer services and support for a product is being driven factors cited above. Value can be best seen as perceived quality against price paid by the customer for goods and services. Value of a product or service = Perceived value of the product or service The customer satisfaction model has four components. 1. Identify the customer. 2. Identify needs &expectations. 3. Measures customer perception. 4. Develop action plan.

IDENTIFY OUR CUSTOMER:

The first step is identifying who our customers are. We spoke earlier about our product approach to customer-both ours and those of ours competitors. Lets refine this slightly by looking at our current customers, our former customers, and those who could be our customers but currently belong to our competitors.

DETERMINE CUSTOMERS NEEDS & satisfaction:

The next part of the model involves the determination of customers needs and expectations concerning products and services. It is critically important focus should be on customers needs and expectations. These are not our perception of what we think our customers need and expect. Rather, we are looking for the voice of the customers to tell us their expectations of our products and services. Far too often, the management has believed it has a divinely granted perception concerning the customers wants and needs.

MEASURE CUSTOMER PERCEPTION:

Armed with the knowledge of what customers need and expect from us, we can now measures their perception of performance versus those of expectations. We can also learn about their perception from competitors. We must always remember that the customers perception of our performance is all that matters. We properly have all had the experience of perceiving a product or service in a certain light while the supplier saw thing differently. We need to identify who our current customers, who actually purchases our product and services and Who directly influences these purchases? We have to make certain that we have identified all parties that influence the purchase of our product and then understand their relative importance in that purchase decision. There are three categories of the customers i.e. current customers, former customers, competitors customers. Management invariably does not want to hear that type of information. They attribute all manners of customer benefits and special properties to our products and services which the customer either cannot differentiate, or which are of normal importance to the customers. That is why it is critical to determine what the customers needs and expectations are, not what we perceive them to be. We need to enter into this journey with the belief that our competitors customers are just like ours and could easily be ours. It is our job to determine why they are not ours.

1.2 COMPANY PROFILE

7

Puja Fluid Seals Pvt. Ltd. is a manufacturing unit based in Pune, India. Specialized in sealing segments. Organization is having experience of more than 20 years in the same field and is an ISO 9001:2008 certified company. Team members of unit are highly qualified, experienced & enthusiastic persons. Puja Fluid Seals Pvt. Ltd. manufactures a complete range of seals, covering all the segments of industries i.e. automobile, machine tool, hydraulic and pneumatic applications, cement , steel, power generation unit, textile, engineering industries, earth moving application, agriculture, chemical, pharmaceutical, defense, food processing industries, railways etc. A most trusted name in industry for seals and rubber products. Our set up is established with a vision to serve the industries with a perfect solution for growing demand of technical seals, timely delivery, cost effective and durable solution. Our service to industry for 20 years has given us an opportunity to work with almost all kind of industry and to understand their application requirement completely. Also we continuously upgrade ourselves with the latest technology and requirement of customers. Our technically qualified and enthusiastic team members are always concentrating on the technical requirement of customers. Our standard product range covers Oil seals, O-rings, hydraulic seals, pneumatic seals, seals, composite seals, chevron packing, dowty seals, diaphragm, antivibration mount, wiper seals, rubber bellow, rubber cord, rubber extruded profile, rubber gasket, rubber sheet, customer specified product etc.

MISSION :
We want to be India's one of the best manufacture and supplier of Rubber and Plastic Components using Total Quality Commitment to provide the skills to support profitable customer relationship. We shall achieve this goal with Customer Satisfaction through Continual Improvement in all areas of operations with Quality, Productivity and Timely Delivery.

PRODUCTS & SERVICE POLICY:

8

We take all the pride, to say that, today we are the one of the organized and efficient manufacturer specialist in the industry. We can provide practical solutions to sealing problems as well as to the industrial day-to-day OEMs, maintenance and spares requirements. The latest computer software not only enables effective stock management but also helps to ensure efficient dispatch, nationally as well as internationally. Specifying and providing the most suitable sealing products demands, in depth product knowledge and extensive application experience. Our refusal to compromise our stance, as a dedicated sealing specialist ensures that, all our customers receive a standard of service and breadth of product range unsurpassed within the industry.

WAREHOUSING & STOCK:

We are one of the largest specialists of fluid seals, over 36000 product lines, which cover the majority of industrial applications. We optimize our stock holding to satisfy daily demands.

DELIVERY:
Whether a customer needs Oil Seals due to an enforced maintenance shut down or as part of planned production cycle, timely delivery is paramount. Irrespective of whether the order is for trade counter collection, dispatch on overnight courier for next day delivery of the available products. We take great pride in the efficiency of our sales and distribution network.

SEALING ADVISORY SERVICES:

Customer satisfaction means using the right seal for every job; we are least interested in supplying a compromise alternative. That's why, when a specialist solution is required, our engineers service is available.

Year of Establishment Legal Status of Firm Nature of Business Number of Employees Turnover Major Markets

: 2003 : Limited Liability/Corporation (Privately Held) : Manufacturer : 50 People : Upto US$ 0.25 Million (or upto Rs. 1 Crore Approx.) : Indian Subcontinent, East Asia, Middle East and South East Asia

PRODUCT PRODUCED BY PUJA FLUID SEALS:

10

 ROTARY SHAFT SEALS

V SEAL FOR SHAFT

RINGS & O RING CORDS

11

 QUAD/ X RING

HYDRAULIC & PNEUMATIC SEALS

CHEVRON PACKING

12

 DIAPHRAGMS

SEALING WASHERS

Anti Vibration

13

COMPETITORS:
1. Sai seals system 2. Chevron packing seals pvt.ltd 3. Abhi polymer 4. Feryezpvt.ltd 5. Genius Rubber pvt.ltd

ORGANIZATION CHART:

General Manager Mr.Ashok shinde

Sales Manager
Mr.S.Deshmukh

Service Manager Mr.A.Pathre

HR Manager Mr.P.Gawan de

Finance Manager Mr.D.Chaure

Team Leader
14

Asst. H R

Accountant

Sales Consultant

DEPARTMENTS:
Puja fluid seals pvt.ltd is concerned with number of activities such as sales, marketing, administration, etc. for running the organization successfully it is very necessary to handle all the activities in a proper manner. Another problem faced by the organization is to sustain in the competitive market. In such cut throat competition they need to prove themselves better than the existing competitors thus Puja fluid seals pvt.ltd has segregated their work in to different departments such as 1. Sales department. 2. Service department. 3. Administration department. 4. Accounts department.

SALES DEPARTMENT:
A good sales organization is one wherein the functions or departments have each been carefully planned and co-ordinated towards the objectives of putting the product in the hands of the customer, the whole effort being efficiently supervised and managed so that each function is carried out in the desired manner. The sales department is concerned with all the activities which are necessary for marketing & sale. It has several employees working under the direction & control of the sales manager. Each person in the department is assigned a particular type of job according to his qualification or experiences this will ensure that the department works smoothly. The sales department has to be organized well, because, the future of the firm depends on it, to a great
15

extent.

OBJECTIVES OF SALES ORGANIZATION:

1. To make the plan for purchases. 2. To create demand for the products. 3. To handle the received orders efficiently. 4. To handle the tasks of personnel management.

IMPORTANCE OF SALES ORGANIZATION:

1. Proper sales planning. 2. Proper co-ordination of sales activities. 3. Successful sales and increase in profits. 4. Supervision and control. Buying and selling are the two most important functions of any business enterprise. In Puja fluid seals, selling is the core of all function. Mr. Sagar Deshmukh is the manager of the sales team. He joined the organization on 1st April 2010. He is graduate from the field of BSc Agri and fertilizers though he has been appointed by the organization because of his 6 years of experience in finance and 3 years in insurance sector. Currently he has the sales team of 14 people.

HIERARCHY OF SALES DEPARTMENT:

General Manager Mr. Ashok Shinde

Sales Manager Mr. Rakesh Deshmukh

Team Leader Mr. R. Solanke

16

Sales Consultant

Harish Kundkar

Om Kadam

Sameer Shaikh

Akhtar Abbasi

Rickendra Singh Shahu

SALES PROCEDURE:
Puja fluid seals pvt.ltd has framed sales process through which sales should be done in a proper way. It consists of different processes such as: 1. Prospect finding. 2. Need analysis. 3. Objection handling. 4. Negotiations. 5. Closing and finalizing the deal. 6. Delivery of the product. 7. After sales service.

RESPONSIBILITIES OF CUSTOMER RELATION MANAGER: 1. Check work ability of major washing, measuring equipment. 2. Review absenteeism status of technician, senior advisor, etc. 3. Last days list of short supply items.
17

4. Feedback from the customers.

RESPONSIBILITIES OF TECHNICIAN: 1. To ensure completion of jobs in time and check quality of repairs. 2. To fill quality register and complete repair orders. 3. To ensure periodic maintenance of equipments.

CHAPTER II
18

RESEARCH METHODOLOGY

CHAPTER II RESEARCH METHODOLOGY

2.1 WHAT IS RESEARCH METHODOLOGY?
Research Methodology can be defined as the science dealing with principles ofprocedure in research and study. It is the analysis of principles of methods, rules or the development of methods to be applied within a discipline. There are various methods of data gathering which involve the use of specific recording forms. These are called tools or instruments of data collection. During the course of conducting research, a researcher has to collect data by one method or another. There are two types of data viz. (A) Primary Data (B) Secondary Data.
19

2.2 RESEARCH OBJECTS

To study the level of customer awareness about Puja fluid seals pvt.ltd and products among the customers of Pune City.

To study the level of customer satisfaction among the existing customers for various products and services offered by Puja fluid seals pvt.ltd

2.3 SCOPE OF THE RESEARCH

Finding awareness level of the customers about the company. Customer satisfaction through products and the services offered. Collecting database about the customers. To know about the effective promotional activities which creates the impact on customers mind?

2.4 STATEMENT OF THE PROBLEM

While preceding this Project THE STUDY OF CUSTOMER AWARENESS & SATISFACTIONFOR PUJA FLUID SEALS PVT.LTD. I have gone through various problems and in order to clear those problems, I have work out on those problems. The various kinds of problems that I have faced are as follows: 1. What actually is the perception of the customer towards any product? 2. What is the satisfaction level of the users of these products? 3. What is the awareness level in customer regarding the product? 4. What are the various products available in the market?

20

5. What is the growth of rubber and fluid industry in near future?

So these are the problems that I have encountered while performing this project. So I have done the study to solve those problems.

2.5 OBJECTIVES OF THE STUDY

To study the level of customers awareness for puja fluid seals and its products. To study the expectation of customers about the product. To study the preferences for the puja fluid seals products. To study the level of Customers Satisfaction for puja fluid seals and its services.

2.6 NEED OF THE STUDY

As part of my M.M.S degree i have to do summer internship for period of Two month. The major Aim of this summer internship is that i should practically work on field and understand the various kinds of problems i have to face, how the work is done.

21

How can manage the business. As part of this summer internship i have to prepare Project. While selecting the project my project guide has suggested me the Topic of Study of Awareness and Customer Satisfaction for Puja fluid seals pvt.ltd. The major need of the study is that i should understand and clear the total study of internship. I have decided that the project should not be a small part of my study. It should be total study of my summer internship.

2.7 SCOPE OF THE STUDY

Finding awareness level of the customers about the company. Customer satisfaction through products and the services offered. Collecting database about the customers. To know about the effective promotional activities which creates the impact on customers mind

2.8 RESEARCH DESIGN

The design in such studies is rigid and not flexible and must focus attention on the following

TYPE OF RESEARCH
The type of Research used for the survey was Quantitative in nature.

2.9 DATA SOURCES: SECONDARY SOURCES

The secondary data has been taken from the company booklets, information manual and web site of the company etc. It has been used to know about the organization, sales policy etc.

PRIMARY SOURCES
22

Primary data has been collected directly from the field;it is the first hand data which has been collected through telephonic interviews, observation method and survey conducted through questionnaires.

2.10 RESEARCH APPROACH

The research conducted is a descriptive research. Descriptive Research includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs, as it exists at present. 2.11 RESEARCH INSTRUMENT The research instrument used for this study is questionnaires. These are the structured questionnaires wherein both open-ended and closed-ended questions are contained. 2.12 CONTACT METHOD 1. Personal interviews were conducted asking respondents both open ended and closed ended questions. 2. Telephonic interviews were also conducted.

2.13 SAMPLING METHOD

The sampling method which has been adopted is Convenient & Judgmental sampling.

2.14 Sampling Units

Potential Customers whom the researcher contacted were used the sampling unit for this study.

2.15 Sample Size

The sample size is 60.10 respondents were surveyed for customer Awareness as they were not the existing customers of Puja fluid seals pvt.ltd.50 existing customers of puja fluid seals pvt.ltd were surveyed for customer satisfaction.

2.16 Type of Questionnaire

The questionnaire consisted of structured questions which were both open ended and closed
23

ended in nature

2.17 LIMITATIONS OF RESEARCH

Though the present study aims to achieve the above-mentioned objectives in full earnest and accuracy, it may be hampered due to certain limitations. Respondents views were biased & they hesitated to disclose their personal information. Sample size is limited due to the limited period of two months. Geographical area was related to the pune City so the results may not apply to the other places as well. There could be a sampling error in the study

24

CHAPTER - III
25

DATA PROCESSING AND ANALYSIS

CHAPTER - III DATA PROCESSING AND ANALYSIS

3.1FOR CUSTOMER SATISFACTION
Q1) How do you satisfy from service of Puja fluid seals pvt ltd? a) Excellent b) Good ( Table No3.01) Satisfaction Profile of Respondents Excellent 36% Good 54% Poor 10% c) poor

26

Chart I

(Source: Primary Data)

INTERPRETATION:
54% of customers said excellent about service 36% of customers said good about service 10% of customer said poor about service

3.2For Customer believe on Quality

Q2) Are you believe on the quality of Puja fluid seals blindly? a)Yes b) No (Table No.3.2) Yes 84% No 16%

27

INTERPRITATION:

84% of customers have believed on Quality Puja fluid seals Pvt. Ltd. 16% of customers have not believed on Quality Puja fluid seals Pvt.Ltd.

3.3For Customer satisfaction about delivery

Q3)The delivery time of of material from Puja fluid Seals pvt ltd is satisfactory ? a) always b) never c)sometime (Table No.3.3)

Always 60%

Sometime Never 28% 12%

Satisfaction About Delivery

28

ChartNo.3

(Source: Primary Data)

`INTERPRETATION;
\

60% of customers have always satisfied from delivery of product 12% of customers have never satisfied from delivery of product 28% of customers have sometime satisfied from delivery of product

3.4 For switch another supplier

Q4)Do you like to switch another supplier? a) Yes b) No c) Sometime

(Table No3..4) Yes No Sometime 14% 80% 4%

Switch of supplier
29

: INTERPRITATION
14% of customers like to switch another supplier 40% of customers not like to switch another supplier 4% of customers sometime like to switch another supplier

3.5 Support for new product development

Q5) IS PFSPL give support to you regarding new product development? a) Yes b) No (Table No3.5) Yes 14% No 82% Sometime 4% c) Sometime

Support About NPD:

30

INTERPRITATION:
14% of customers support to new product development 82% of customers not support to new product development 4% of customers sometime support to new product development

3. 6 For continues business with PFSPL

Q6)Do you like to continue business with PFSPL? a) Yes b) No c) Sometimes

(Table No3.6) Yes 80% No 6% Sometimes 14%

31

Continues business

INTERPRITATION:

80% of customers would like to continue business with puja fluid pvt ltd 0.5%of customers would not like to continue business with puja fluid pvt.ltd 19.5% of customers would sometime continue business with puja fluid pvt.ltd

32

CHAPTER IV

FINDINGS

33

FINDINGS

FOR CUSTOMERS AWARENESS

There is 60% awareness about Puja fluid seals Pvt.ltd in Pune.

There is a huge market for company product in Pune.

70% of customers came to know about Puja fluid seals pvt.ltd through advertiesements.

A maximum number of customers in pune.

60% of customers were not aware about the price range of Puja fluid seals pvt.ltd as only 40% of customers are well accustomed with the price range of puja fluid seals .

FOR CUSTOMERS SATISFACTION

Few customers are unsatisfied with puja fluid seals services

90% of the customers are satisfide with the performance of their services.

34

12% of the customers are not satisfide with delivery of product..

After sales service provided by puja fluid seals pvt.ltd was rated as Very Good by 36% of the customers while 54% rated it as Good.

82% of customer are satisfied with existing product of puja fluid seals pvt.ltd

CHAPTER V

CONCLUSION
35

CONCLUSION
As per the study because of short duration it is very difficult to cover in fact one small topic as it has many diverse things to know. So, as far as possible it is tried in a better way to know as much as possible. The observations and suggestions are based on the queries and review of work procedure. There may be some lacking in it, but as per knowledge it has been dealt as such. As this is the first experience of the researcher to get familiar with the organization and due to matters being confidential, there may be some things that couldnt be extrcted.

36

As far as the awareness level of the masses of pune city is concerned, it is concluded that the customers get the information from the advertiesments while as organization is not doing that much at the local level. During the last three to four years most customers have been using the product of puja fluid seals pvt ltd. from which it can be concluded that the organization has better future ahead. It has also been concluded that the existing customers are highly satisfide with their products and the services being offered by the puja fluid seals pvt ltd.

CHAPTER VI RECOMMENDATION
37

RECOMMENDATION

The organisation needs more promotion activty to create customer awareness.

The organisation should lay emphasis on promotional activities like customer meet,local news paper advertiesments,local cable advertiesments, etc .

As part of promotional activities the organisation should invest in CSR activities.which will creat goodwill for the organisation.

38

 More focus should be given on appeareance aspect.

The organisation should organise customer meet in fixed priodical intervals for understanding the need and expectations of the customers and to overcome the problems faced by the customers.

Proper training programme should be coducted for achievening active sales force regarding product profile.

Giving proper demos to the customers.

Company should focus on the timely delivery of product.

39

CHAPTER VII BIBLIOGRAPHY

BIBLIOGRAPHY

*BOOKS:
40

Marketing Management by Philip Kotler, 11th edition of Low Price Edition publication for research design and theory related to Customer Satisfaction.

Marketing Research by G.C.Beri, 4th edition of Tata McGra-Hill publishing company for research design for formulating Questionnaries for the survey.

* Circulars From puja fluid seals pvt ltd.

* WEBSITES:
www.pujaseals.com www.google.com

41

CHAPTER- VIII ANNEXURE

QUESTIONNAIRE

Q1) how do you satisfy from service of Puja fluid seals pvt ltd?
42

a) Excellent

b) Good Excellent Good 18 27 Poor 5

c) poor

Q2) Are you believe on the quality of Puja fluid seals blindly? a)Yes Yes 42 No 8 b) No

Q3) The delivery time of of material from Puja fluid Seals pvt ltd is satisfactory ? a) always b) neve c)sometime

Always 30

sometime Never 14 6

Q4) Do you like to switch another supplier? a) Yes c) Sometime Yes 7 No 40 Sometime 3 b) no

43

Q5) IS PFSPL give support to you regarding new product development? a) Yes b) No Yes 7 No 41 c) sometime Sometime 2

Q6) Do you like to continue business with PFSPL? a) Yes b No c) Sometimes

Yes 40

No 3

Sometimes 7

CHAPTER I INTRODUCTION

44

CHAPTER I
INTRODUCTION
1.1 BACKGROUND OF THE STUDY CUSTOMER AWARENESS
Customer awareness is about making the Customer aware of rights. It is marketing term which means that customer are aware of products and services, its characteristics and the other marketing Ps (Place, Price, Promotion).We use lot many types of goods for a reason these goods are both tangible (product) and intangible (services). Together goods and services are known as commodities. The reason for their use is what can be called as satisfaction of wants.

RISE OF CUSTOMER AWARENESS

45

The growth of private sector there is a greater need for discipline and regulation of the market. Customer must be aware of the sale and purchase of goods, the health and security aspects also. Ensuring the safety of food items sold in the market is essential these days. Legal measure for safety and Customer awareness must be uniform, and transparent in terms of prices, quality of goods and stocks. must have Customer the tools to combat malpractices and protect their rights. The first movement Customer began in England after Second World War, a modern declaration about rights Customer was first made in USA where four basic Customer rights (choice, information, safety and to be heard).

HOW TO MAKE CUSTOMER AWARE

It should be appreciated that customer awareness provides a new frame of references for value creation as also an opportunity for innovation. It is time to think out of In box and adopt novel strategies and measures to foster awareness. To mention a few: a) Launch awareness movement through various convenient people-oriented programs. Through media, corporate publicity, rural camps and popular communication channels including Radio, TV, and Publicity Vans. b) Awareness of products and services through visuals that trigger curiosity and manifesting terms of desire and later sale-purchase transaction. c)Beyond these stages, to take up awareness of other aspects such as product, prices, quality, service convenience, status ,pride, joy and ease. d) Campaign to educate rural and semi urban masses on the need for security that protects their live hood, security to produce and belongings and create feel-good feelings.
46

CUSTOMER IS BUSINESS, BUSINESS IS PEOPLE, AND PEOPLE ARE CUSTOMERS SATISFYING A CUSTOMER IS EVERYBODYS BUSINESS

CUSTOMER SATIFICATION
All customers when they decide to purchase a product or service, however cheap it may be, they all are to satisfy certain needs and they perceive that the product has necessary features and properties to take care of such needs. All customers expect a certain level of satisfaction which they would like to derive using the product. In the market all sorts of products of different makes available and all of them do not give same level of satisfaction. Every product exists to satisfy a need and therefore, an individual customer searches for a product, which at the very least cost & which will have satisfaction of the basic needs as its core benefits. The customers will derive satisfaction, once these are not achieved, and then the results will be dissatisfied customers. All organizations following the marketing orientation or marketing concept will place overwhelming emphasis on the consumer and his needs and offer products which will give him maximum satisfaction. It is not enough to have only consumer orientation but what extremely important is that such an orientation leads to consumer satisfaction. No organization can afford to ignore the satisfaction of the customer, and if any firm dose ignore the customer, it will be very wrong policy as it will ultimately leads to decline in business and gradually fade out the market. In
47

the world of management expert Peter Drucker, The purpose of any business is to to create a customer. It is the customer who determines what a business is; it is the customer who alone, who through being willing to pay for goods. What a business thinks it produces is not of its success. What the customer thinks he is buying-What he consider value, is decisive, it determines what a business is, what it produces and whether it will prosper. The views were expressed long ago, by Adam Smith, when he said, Consumer is the sole end and purpose of all production. It will observe that both Peter Drucker and Adam Smith had expressed the same through separately by centuries. The importance of customer satisfaction is gaining significance in the marketing domain. It does not mean that earlier marketing companies or manufacturers were not keen or equipped to evaluate customer satisfaction but of it late it has assumed great significance for; A large number of competing products are available in the market. Better products or better substitutes are coming to replace old product. Customer awareness has gone up tremendously due to mass advertising on electronic media. Better technology available to give better quality. Higher productivity will mean lower price or even substance of prices. The marketing companies are interested to achieve long term objectives through customer satisfaction. Therefore, the search for service excellence for those concerned with the customer services and support for a product is being driven factors cited above. Value can be best seen as perceived quality against price paid by the customer for goods and services. Value of a product or service = Perceived value of the product or service The customer satisfaction model has four components.

48

5. Identify the customer. 6. Identify needs &expectations. 7. Measures customer perception. 8. Develop action plan.

IDENTIFY OUR CUSTOMER:

The first step is identifying who our customers are. We spoke earlier about our product approach to customer-both ours and those of ours competitors. Lets refine this slightly by looking at our current customers, our former customers, and those who could be our customers but currently belong to our competitors.

49

DETERMINE CUSTOMERS NEEDS & satisfaction:

The next part of the model involves the determination of customers needs and expectations concerning products and services. It is critically important focus should be on customers needs and expectations. These are not our perception of what we think our customers need and expect. Rather, we are looking for the voice of the customers to tell us their expectations of our products and services. Far too often, the management has believed it has a divinely granted perception concerning the customers wants and needs.

MEASURE CUSTOMER PERCEPTION:

Armed with the knowledge of what customers need and expect from us, we can now measures their perception of performance versus those of expectations. We can also learn about their perception from competitors. We must always remember that the customers perception of our performance is all that matters. We properly have all had the experience of perceiving a product or service in a certain light while the supplier saw thing differently. We need to identify who our current customers, who actually purchases our product and services and Who directly influences these purchases? We have to make certain that we have identified all parties that influence the purchase of our product and then understand their relative importance in that purchase decision. There are three categories of the customers i.e. current customers, former customers, competitors customers. Management invariably does not want to hear that type of information. They attribute all manners of customer benefits and special properties to our products and services which the customer either cannot differentiate, or which are of normal importance to the customers. That is why it is critical to determine what the customers needs and expectations are, not what we perceive them to be. We need to enter into this journey with the belief that our competitors customers are just like ours and could easily be ours. It is our job to determine why they are not ours.

50

1.2 COMPANY PROFILE

Puja Fluid Seals Pvt. Ltd. is a manufacturing unit based in Pune, India. Specialized in sealing segments. Organization is having experience of more than 20 years in the same field and is an ISO 9001:2008 certified company. Team members of unit are highly qualified, experienced & enthusiastic persons. Puja Fluid Seals Pvt. Ltd. manufactures a complete range of seals, covering all the segments of industries i.e. automobile, machine tool, hydraulic and pneumatic applications, cement , steel, power generation unit, textile, engineering industries, earth moving application, agriculture, chemical, pharmaceutical, defense, food processing industries, railways etc. A most trusted name in industry for seals and rubber products. Our set up is established with a vision to serve the industries with a perfect solution for growing demand of technical seals, timely delivery, cost effective and durable solution. Our service to industry for 20 years has given us an opportunity to work with almost all kind of industry and to understand their application requirement completely. Also we continuously upgrade ourselves with the latest technology and requirement of customers. Our technically qualified and enthusiastic team members are always concentrating on the technical requirement of customers. Our standard product range covers Oil seals, O-rings, hydraulic seals, pneumatic seals, seals, composite seals, chevron packing, dowty seals, diaphragm, antivibration mount, wiper seals, rubber bellow, rubber cord, rubber extruded profile, rubber gasket, rubber sheet, customer specified product etc.

MISSION :
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We want to be India's one of the best manufacture and supplier of Rubber and Plastic Components using Total Quality Commitment to provide the skills to support profitable customer relationship. We shall achieve this goal with Customer Satisfaction through Continual Improvement in all areas of operations with Quality, Productivity and Timely Delivery.

PRODUCTS & SERVICE POLICY:

We take all the pride, to say that, today we are the one of the organized and efficient manufacturer specialist in the industry. We can provide practical solutions to sealing problems as well as to the industrial day-to-day OEMs, maintenance and spares requirements. The latest computer software not only enables effective stock management but also helps to ensure efficient dispatch, nationally as well as internationally. Specifying and providing the most suitable sealing products demands, in depth product knowledge and extensive application experience. Our refusal to compromise our stance, as a dedicated sealing specialist ensures that, all our customers receive a standard of service and breadth of product range unsurpassed within the industry.

WAREHOUSING & STOCK:

We are one of the largest specialists of fluid seals, over 36000 product lines, which cover the majority of industrial applications. We optimize our stock holding to satisfy daily demands.

DELIVERY:
Whether a customer needs Oil Seals due to an enforced maintenance shut down or as part of planned production cycle, timely delivery is paramount. Irrespective of whether the order is for trade counter collection, dispatch on overnight courier for next day delivery of the available products. We take great pride in the efficiency of our sales and distribution
52

network.

SEALING ADVISORY SERVICES:

Customer satisfaction means using the right seal for every job; we are least interested in supplying a compromise alternative. That's why, when a specialist solution is required, our engineers service is available.

Year of Establishment Legal Status of Firm Nature of Business Number of Employees Turnover Major Markets

: 2003 : Limited Liability/Corporation (Privately Held) : Manufacturer : 50 People : Upto US$ 0.25 Million (or upto Rs. 1 Crore Approx.) : Indian Subcontinent, East Asia, Middle East and South East Asia

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PRODUCT PRODUCED BY PUJA FLUID SEALS: ROTARY SHAFT SEALS

V SEAL FOR SHAFT

RINGS CORDS

& O RING

54

55

 QUAD/ X RING

HYDRAULIC & PNEUMATIC SEALS

CHEVRON PACKING

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 DIAPHRAGMS

SEALING WASHERS

Anti Vibration

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COMPETITORS:
1. Sai seals system 2. Chevron packing seals pvt.ltd 3. Abhi polymer 4. Feryezpvt.ltd 5. Genius Rubber pvt.ltd

ORGANIZATION CHART:

General Manager Mr.Ashok shinde

Sales Manager
Mr.S.Deshmukh

Service Manager Mr.A.Pathre

HR Manager Mr.P.Gawan de

Finance Manager Mr.D.Chaure

Team Leader
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Asst. H R

Accountant

Sales Consultant

DEPARTMENTS:
Puja fluid seals pvt.ltd is concerned with number of activities such as sales, marketing, administration, etc. for running the organization successfully it is very necessary to handle all the activities in a proper manner. Another problem faced by the organization is to sustain in the competitive market. In such cut throat competition they need to prove themselves better than the existing competitors thus Puja fluid seals pvt.ltd has segregated their work in to different departments such as 5. Sales department. 6. Service department. 7. Administration department. 8. Accounts department.

SALES DEPARTMENT:
A good sales organization is one wherein the functions or departments have each been carefully planned and co-ordinated towards the objectives of putting the product in the hands of the customer, the whole effort being efficiently supervised and managed so that each function is carried out in the desired manner. The sales department is concerned with all the activities which are necessary for marketing & sale. It has several employees working under the direction & control of the sales manager. Each person in the department is assigned a particular type of job according to his qualification or experiences this will ensure that the department works smoothly. The sales department has to be organized well, because, the future of the firm depends on it, to a great
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extent.

OBJECTIVES OF SALES ORGANIZATION:

5. To make the plan for purchases. 6. To create demand for the products. 7. To handle the received orders efficiently. 8. To handle the tasks of personnel management.

IMPORTANCE OF SALES ORGANIZATION:

5. Proper sales planning. 6. Proper co-ordination of sales activities. 7. Successful sales and increase in profits. 8. Supervision and control. Buying and selling are the two most important functions of any business enterprise. In Puja fluid seals, selling is the core of all function. Mr. Sagar Deshmukh is the manager of the sales team. He joined the organization on 1st April 2010. He is graduate from the field of BSc Agri and fertilizers though he has been appointed by the organization because of his 6 years of experience in finance and 3 years in insurance sector. Currently he has the sales team of 14 people.

HIERARCHY OF SALES DEPARTMENT:

General Manager Mr. Ashok Shinde

Sales Manager Mr. Rakesh Deshmukh

Team Leader Mr. R. Solanke

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Sales Consultant

Harish Kundkar

Om Kadam

Sameer Shaikh

Akhtar Abbasi

Rickendra Singh Shahu

SALES PROCEDURE:
Puja fluid seals pvt.ltd has framed sales process through which sales should be done in a proper way. It consists of different processes such as: 8. Prospect finding. 9. Need analysis. 10. Objection handling. 11. Negotiations. 12. Closing and finalizing the deal. 13. Delivery of the product. 14. After sales service.

RESPONSIBILITIES OF CUSTOMER RELATION MANAGER: 5. Check work ability of major washing, measuring equipment. 6. Review absenteeism status of technician, senior advisor, etc. 7. Last days list of short supply items.
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8. Feedback from the customers.

RESPONSIBILITIES OF TECHNICIAN: 4. To ensure completion of jobs in time and check quality of repairs. 5. To fill quality register and complete repair orders. 6. To ensure periodic maintenance of equipments.

CHAPTER II
62

RESEARCH METHODOLOGY

CHAPTER II RESEARCH METHODOLOGY

2.1 WHAT IS RESEARCH METHODOLOGY?
Research Methodology can be defined as the science dealing with principles ofprocedure in research and study. It is the analysis of principles of methods, rules or the development of methods to be applied within a discipline. There are various methods of data gathering which involve the use of specific recording forms. These are called tools or instruments of data collection. During the course of conducting research, a researcher has to collect data by one method or another. There are two types of data viz. (A) Primary Data (B) Secondary Data.
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2.2 RESEARCH OBJECTS

To study the level of customer awareness about Puja fluid seals pvt.ltd and products among the customers of Pune City.

To study the level of customer satisfaction among the existing customers for various products and services offered by Puja fluid seals pvt.ltd

2.3 SCOPE OF THE RESEARCH

Finding awareness level of the customers about the company. Customer satisfaction through products and the services offered. Collecting database about the customers. To know about the effective promotional activities which creates the impact on customers mind?

2.4 STATEMENT OF THE PROBLEM

While preceding this Project THE STUDY OF CUSTOMER AWARENESS & SATISFACTIONFOR PUJA FLUID SEALS PVT.LTD. I have gone through various problems and in order to clear those problems, I have work out on those problems. The various kinds of problems that I have faced are as follows: 6. What actually is the perception of the customer towards any product? 7. What is the satisfaction level of the users of these products? 8. What is the awareness level in customer regarding the product? 9. What are the various products available in the market?

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10. What is the growth of rubber and fluid industry in near future?

So these are the problems that I have encountered while performing this project. So I have done the study to solve those problems.

2.5 OBJECTIVES OF THE STUDY

To study the level of customers awareness for puja fluid seals and its products. To study the expectation of customers about the product. To study the preferences for the puja fluid seals products. To study the level of Customers Satisfaction for puja fluid seals and its services.

2.6 NEED OF THE STUDY

As part of my M.M.S degree i have to do summer internship for period of Two month. The major Aim of this summer internship is that i should practically work on field and understand the various kinds of problems i have to face, how the work is done.

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How can manage the business. As part of this summer internship i have to prepare Project. While selecting the project my project guide has suggested me the Topic of Study of Awareness and Customer Satisfaction for Puja fluid seals pvt.ltd. The major need of the study is that i should understand and clear the total study of internship. I have decided that the project should not be a small part of my study. It should be total study of my summer internship.

2.7 SCOPE OF THE STUDY

Finding awareness level of the customers about the company. Customer satisfaction through products and the services offered. Collecting database about the customers. To know about the effective promotional activities which creates the impact on customers mind

2.8 RESEARCH DESIGN

The design in such studies is rigid and not flexible and must focus attention on the following

TYPE OF RESEARCH
The type of Research used for the survey was Quantitative in nature.

2.9 DATA SOURCES: SECONDARY SOURCES

The secondary data has been taken from the company booklets, information manual and web site of the company etc. It has been used to know about the organization, sales policy etc.

PRIMARY SOURCES
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Primary data has been collected directly from the field;it is the first hand data which has been collected through telephonic interviews, observation method and survey conducted through questionnaires.

2.10 RESEARCH APPROACH

The research conducted is a descriptive research. Descriptive Research includes surveys and fact-finding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs, as it exists at present. 2.11 RESEARCH INSTRUMENT The research instrument used for this study is questionnaires. These are the structured questionnaires wherein both open-ended and closed-ended questions are contained. 2.12 CONTACT METHOD 1. Personal interviews were conducted asking respondents both open ended and closed ended questions. 2. Telephonic interviews were also conducted.

2.13 SAMPLING METHOD

The sampling method which has been adopted is Convenient & Judgmental sampling.

2.14 Sampling Units

Potential Customers whom the researcher contacted were used the sampling unit for this study.

2.15 Sample Size

The sample size is 50.10 respondents were surveyed for customer Awareness as they were not the existing customers of Puja fluid seals pvt.ltd.40 existing customers of puja fluid seals pvt.ltd were surveyed for customer satisfaction.

2.16 Type of Questionnaire

The questionnaire consisted of structured questions which were both open ended and closed
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ended in nature

2.17 LIMITATIONS OF RESEARCH

Though the present study aims to achieve the above-mentioned objectives in full earnest and accuracy, it may be hampered due to certain limitations. Respondents views were biased & they hesitated to disclose their personal information. Sample size is limited due to the limited period of two months. Geographical area was related to the pune City so the results may not apply to the other places as well. There could be a sampling error in the study

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CHAPTER - III
69

DATA PROCESSING AND ANALYSIS

CHAPTER - III DATA PROCESSING AND ANALYSIS

3.1FOR CUSTOMER SATISFACTION
Q1) How do you satisfy from service of Puja fluid seals pvt ltd? a) Excellent b) Good ( Table No3.01) Satisfaction Profile of Respondents Excellent 36% Good 54% Poor 10% c) poor

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Chart I

(Source: Primary Data)

INTERPRETATION:
54% of customers said excellent about service 36% of customers said good about service 10% of customer said poor about service

3.2For Customer believe on Quality

Q2) Are you believe on the quality of Puja fluid seals blindly? a)Yes b) No (Table No.3.2) Yes 84% No 16%

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INTERPRITATION:

84% of customers have believed on Quality Puja fluid seals Pvt. Ltd. 16% of customers have not believed on Quality Puja fluid seals Pvt.Ltd.

3.3For Customer satisfaction about delivery

Q3)The delivery time of of material from Puja fluid Seals pvt ltd is satisfactory ? a) always b) never c)sometime (Table No.3.3)

Always 60%

Sometime Never 28% 12%

Satisfaction About Delivery

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ChartNo.3

(Source: Primary Data)

`INTERPRETATION;
\

60% of customers have always satisfied from delivery of product 12% of customers have never satisfied from delivery of product 28% of customers have sometime satisfied from delivery of product

3.4 For switch another supplier

Q4)Do you like to switch another supplier? a) Yes b) No c) Sometime

(Table No3..4) Yes No Sometime 14% 80% 4%

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Switch of supplier

: INTERPRITATION
14% of customers like to switch another supplier 40% of customers not like to switch another supplier 4% of customers sometime like to switch another supplier

3.5 Support for new product development

Q5) IS PFSPL give support to you regarding new product development? a) Yes b) No (Table No3.5) Yes 14% No 82% Sometime 4% c) Sometime

Support About NPD:

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INTERPRITATION:
14% of customers support to new product development 82% of customers not support to new product development 4% of customers sometime support to new product development

3. 6 For continues business with PFSPL

Q6)Do you like to continue business with PFSPL? a) Yes b) No c) Sometimes

(Table No3.6) Yes 80% No 6% Sometimes 14%

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Continues business

INTERPRITATION:

80% of customers would like to continue business with puja fluid pvt ltd 0.5%of customers would not like to continue business with puja fluid pvt.ltd 19.5% of customers would sometime continue business with puja fluid pvt.ltd

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CHAPTER IV

FINDINGS

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FINDINGS

FOR CUSTOMERS AWARENESS

There is 60% awareness about Puja fluid seals Pvt.ltd in Pune.

There is a huge market for company product in Pune.

70% of customers came to know about Puja fluid seals pvt.ltd through advertiesements.

A maximum number of customers in pune.

60% of customers were not aware about the price range of Puja fluid seals pvt.ltd as only 40% of customers are well accustomed with the price range of puja fluid seals .

FOR CUSTOMERS SATISFACTION

Few customers are unsatisfied with puja fluid seals services

90% of the customers are satisfide with the performance of their services.

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 12% of the customers are not satisfide with delivery of product..

After sales service provided by puja fluid seals pvt.ltd was rated as Very Good by 36% of the customers while 54% rated it as Good.

82% of customer are satisfied with existing product of puja fluid seals pvt.ltd

CHAPTER V

CONCLUSION
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CONCLUSION
As per the study because of short duration it is very difficult to cover in fact one small topic as it has many diverse things to know. So, as far as possible it is tried in a better way to know as much as possible. The observations and suggestions are based on the queries and review of work procedure. There may be some lacking in it, but as per knowledge it has been dealt as such. As this is the first experience of the researcher to get familiar with the organization and due to matters being confidential, there may be some things that couldnt be extrcted.

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As far as the awareness level of the masses of pune city is concerned, it is concluded that the customers get the information from the advertiesments while as organization is not doing that much at the local level. During the last three to four years most customers have been using the product of puja fluid seals pvt ltd. from which it can be concluded that the organization has better future ahead. It has also been concluded that the existing customers are highly satisfide with their products and the services being offered by the puja fluid seals pvt ltd.

CHAPTER VI RECOMMENDATION
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RECOMMENDATION
The organisation needs more promotion activty to create customer awareness.

The organisation should lay emphasis on promotional activities like customer meet,local news paper advertiesments,local cable advertiesments, etc . As part of promotional activities the organisation should invest in CSR activities.which will creat goodwill for the organisation.

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 More focus should be given on appeareance aspect.

The organisation should organise customer meet in fixed priodical intervals for understanding the need and expectations of the customers and to overcome the problems faced by the customers.

Proper training programme should be coducted for achievening active sales force regarding product profile.

Giving proper demos to the customers.

Company should focus on the timely delivery of product.

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CHAPTER VII BIBLIOGRAPHY

BIBLIOGRAPHY

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*BOOKS:

Marketing Management by Philip Kotler, 11th edition of Low Price Edition publication for research design and theory related to Customer Satisfaction.

Marketing Research by G.C.Beri, 4th edition of Tata McGra-Hill publishing company for research design for formulating Questionnaries for the survey.

* Circulars From puja fluid seals pvt ltd.

* WEBSITES:
www.pujaseals.com www.google.com

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CHAPTER- VIII ANNEXURE

QUESTIONNAIRE
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Q1) how do you satisfy from service of Puja fluid seals pvt ltd? a) Excellent b) Good Excellent Good 18 27 Poor 5 c) poor

Q2) Are you believe on the quality of Puja fluid seals blindly? a)Yes Yes 42 No 8 b) No

Q3) The delivery time of of material from Puja fluid Seals pvt ltd is satisfactory ? a) always b) neve c)sometime

Always 30

sometime Never 14 6

Q4) Do you like to switch another supplier? a) Yes c) Sometime Yes 7 No 40 Sometime 3
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b) no

Q5) IS PFSPL give support to you regarding new product development? a) Yes b) No Yes 7 No 41 c) sometime Sometime 2

Q6) Do you like to continue business with PFSPL? a) Yes b No c) Sometimes

Yes 40

No 3

Sometimes 7

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90

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