PROJECT REPORT ON

AFTER SALES SERVICES OF VIDEOCON COMPANY

UNIVERSITY OF MUMBAI
FOR ACADEMIC YEAR 2010-2011
PROJECT GUIDE
PROF VIJAY KAPOOR
PREPARED AND SUBMITTED BY
JAYESH J. SUTHAR
T.Y.BMS (SEMESTERV)
K.P.B HINDUJA COLLEGE OF COMMERCE
Char! R"a#
1
ACKNO$LEDGEMENT
I, the undersigned wu!d here"# !i$e t th%n$ &Uni'ersit# ( Mu)"%i* (r gi'ing )e %n
++rtunit# t +resent )# s$i!!s in the (r) ( this +r,e-t whi-h wi!! nt n!# +r'e t "e
use(u! (r )# %-%de)i- +r(i!e "ut wi!! %!s +r'e t "e (ruit(u! (r )# (r %tt%ining ,"s
%nd %!s wi!! he!+ )e t (%-e the -)+etitin in the -r+r%te !e'e!s.
I wu!d %!s !i$e t th%n$ &Assist%nt Pr(. Vi,%# $%+r* (r %ssisting %nd guiding )e in
e'er# +ssi"!e w%# she -u!d h%'e t +re+%re this +r,e-t r e!se -)+etitin ( this
+r,e-t wu!d nt "e +ssi"!e.
I wu!d %!s !i$e t &..P.B /indu,% 0!!ege ( 0))er-e* (r ti)e!# %'%i!%"i!it# (
"$s %nd use ( internet whi-h h%'e %n i)+rt%nt in+ut int -)+!etin ( this +r,e-t.
1%st!#, I wu!d %!s !i$e t th%n$ )# +%rents (r +r'iding %!! ne-ess%r# (unds whi-h
were re2uired ( this +r,e-t.
2
DECLARATION
T,
The Prin-i+%!,
..P.B /indu,% 0!!ege ( 0))er-e,
345, New 0h%rni R%d,
Mu)"%i 677776.
Res+e-ted Sir,
I, the undersigned here"# de-!%re th%t the +r,e-t re+rt entit!ed &A8TER
SA1ES SERVI0ES 98 VIDE909N 09MPANY* is %n rigin%! wr$ de'e!+ed %nd
su")itted "# )e under the guid%n-e ( Mrs Vi,%# .%+r.
The e)+iri-%! (indings in this re+rt %re -+ied (r) %n# re+rt %nd %re true %nd "est (
)# $nw!edge.
DATE:
P1A0E:
R911 N9:
SEAT N9:
;;;;;;;;;;;;;;;;
Sign%ture ( Student
<AYES/ < .SUT/AR
3
CERTIFICATE
This is t -erti(# th%t MASTER. JAYESH J. SUTHAR ( ..P.B /indu,% -!!ege (
0))er-e h%s su--ess(u!!# -)+!eted the +r,e-t in the %-%de)i- #e%r =747>=744, %s %
+%rt ( (u!(i!!ed ( B%-he!rs ( M%n%ge)ent Studies (B.M.S). The in(r)%tin su")itted
is true %nd rigin%! t the "est ( )# $nw!edge.
;;;;;;;;;;;;;;; ;;;;;;;;;;;;;;;
Sign%ture ( Prin-i+%! Sign%ture ( +r,e-t ?uide
D%te:
;;;;;;;;;;;;;;;;
Sign%ture ( E@tern%! E@%)iner
..P.B /INDU<A 0911E?E 98 09MMER0E
MUMBAI
4
INDE%
CHAPTER NO&- TOPIC PAGE-NO
1' INTRODUCTION TO
AFTER SALES
SERVICES
(-)
2' OBJECTIVES OF THE
STUDY
*-11
+' STUDY OF THE
INDUSTRY
12-1+
,' INTRODUCTION TO
VIDEOCON COMPANY
1,-22
-' VISION . MISSION 2+-2-
/' CORPORATE
GOVERANCE
FOLLO$ED BY THE
COMPANY
2/-2*
(' S$OT ANALAYSIS +0-+2
)' CUSTOMER
SATISFACTION
++-+(
*' AFTER SALES
SERVICES OF
VIDEOCON COMPANY
+)-,0
10' RESEARCH
METHODOLOGY
,1-,*
11' FINDINGS -0--1
12' RECOMMENDATIONS -2--,
1+' CONCLUSION ----/
1,' BIBILOGRAPHY -(--)
5
6
CHAPTER NO-1
INTRODUCTION TO AFTER SALES SERVICES
INTRODUCTION TO AFTER SALES SERVICES
E'er# "usiness rg%niA%tin th%t -)es int -nt%-t with the -ust)er de'e!+s %
+er-e+tin in the )ind ( the -ust)er. Td%#, in this 0)+etiti'e wr!d e'er#
rg%niA%tin needs t $nw the +er-e+tin in the )ind ( the -ust)ers. In rder t g%in
7
)ind sh%re r he%rt sh%re ( -ust)ers %!ng with the )%r$et sh%re is the )%in !$ut
(r the rg%niA%tins. Es+e-i%!!# in -nsu)er e!e-trni-s se-tr, where the
Prdu-ts %re )re r !ess s%)e, the n!# w%# t !e%'e +siti'e i)+%-t
9n -ust)erBs )ind %nd t g%in -)+etiti'e %d'%nt%ge is +r'iding
Best +ssi"!e ser'i-es t the -ust)ers. A(ter s%!es ser'i-e shu!d "e %n integr%!
+%rt ( %n# -)+%niesB s%!es str%teg#. A gd A(ter S%!es ser'i-e -%n with its e@-e!!en-e
he!+ #u g%in )%r$et sh%re, redu-e %(ter>s%!es re!%ted 'erhe%ds n +rdu-ts %nd ser'i-es
s!d %nd )st i)+rt%nt ( %!! $e# t -ust)er retentin. Mst -ust)ers wi!! nt )%$e %
re+e%t +ur-h%se r -ntinue with % -)+%n#Bs ser'i-es in -%se ( % "%d e@+erien-e.
M%n# -)+%nies underesti)%te the +tenti%! A(ter S%!es h%s (r gi'ing #u % -)+etiti'e
%d'%nt%ge. 0ust)ers e@+e-t % high>2u%!it# -ust)er ser'i-e, es+e-i%!!# %s the# (-us n
getting gd '%!ue (r their )ne# %nd %re wi!!ing t s+end )re with thse th%t de!i'er
the "est.
A--rding t A)eri-%n E@+ress 0ust)er Ser'i-e B%r)eter &"u#ing de-isins ( CD +er
-ent ( -nsu)ers %re in(!uen-ed "# -n'enien-e %nd D7 +er -ent ( the) %tt%-h
i)+rt%n-e t '%!ue>(r>)ne# +r+sitins, %!)st D7E ( -nsu)ers )%$e their
+ur-h%ses "%sed n the 2u%!it# ( %(ter s%!es -ust)er ser'i-e.*
8
CHAPTER NO-2
OBJECTIVE OF STUDY
OBJECTIVES OF STUDY
9
The +rin-i+%! -%use "ehind this +r,e-t is t $nw th%t t wh%t !e'e! -ust)ers %re
en,#ing %nd %w%re ( Vide-n +rdu-ts ((ered "# the -)+%n# %nd wh%t (urther
i)+r'e)ent -%n "e dne in (uture in this %re% s %s t get "r%nd %w%reness.
O01234!52&
T h%'e %n 'er'iew ( Vide-n
T $nw the re+ut%tin ( Vide-n +rdu-t in the )%r$et
/w the -nsu)er +re(eren-e tw%rd the "r%nd Vide-n
The )%in ",e-ti'e hw t in-re%se the re+ut%tin ( Vide-n "r%nd in the
)%r$et
T underst%nd its -)+etitin in "usiness
/w Vide-n wi!! -re%te % gd i)%ge in the )%r$et
T underst%nd the 6+s used "# Vide-n in "usiness
T stud# the %ttitude %nd "eh%'iur tw%rd the Vide-n -)+%n#
10
T -%!-u!%te the s%tis(%-tin !e'e! %)ng the -ust)er tw%rd the Vide-n
-)+%n#
T -)+%re +st Vide-n +st s%!es ser'i-es with ther -)+%nies
T +r'ides suggestin (r i)+r'ing the Vide-n +st s%!es ser'i-es
11
CHAPTER NO-+
STUDY OF THE INDUSTRY
12
INDUSTRY SCENARIO
Be(re the !i"er%!iA%tin ( the Indi%n e-n)#, n!# % (ew -)+%nies !i$e
.e!'in%tr, ?dre,, A!!w#n, %nd V!t%s were the )%,r +!%#ers in the -nsu)er
dur%"!es )%r$et, %--unting (r n !ess th%n D7E ( the )%r$et. Then, %(ter the
!i"er%!iA%tin, (reign +!%#ers !i$e 1?, Sn#, S%)sung, Fhir!+!, D%ew, Aiw%
-%)e int the +i-ture. Td%#, these +!%#ers -ntr! the )%,r sh%re ( the -nsu)er
dur%"!es )%r$et
0nsu)er dur%"!es )%r$et is e@+e-ted t grw %t 47>45E in =77G>=77C. It is grwing
'er# (%st "e-%use ( rise in !i'ing st%nd%rds, e%s# %--ess t -nsu)er (in%n-e, %nd wide
r%nge ( -hi-e, %s )%n# (reign +!%#ers %re entering in the )%r$et 0nsu)er dur%"!es
%re the +rdu-ts whse !i(e e@+e-t%n-# is %t !e%st 3 #e%rs. These +rdu-ts %re h%rd gds
th%t -%nnt "e used u+ %t n-e
C"6782r #7ra0926 S234"r 3a 02 39a66!:!2# a6 :"99";6&-
1. C"6782r E9234r"!36 !397#26 V0DHDVD, h)e the%tre, )usi- +!%#ers,
-!ur te!e'isins (0TVs), -%)er%s, -%)-rders, +rt%"!e %udi, /i>8i, et-
2. $h!42 G""#6 in-!ude dishw%shers, %ir -nditiners, w%ter he%ters, w%shing
)%-hines, re(riger%trs, '%-uu) -!e%ners, $it-hen %++!i%n-es, nn>$it-hen
%++!i%n-es )i-rw%'es, "ui!t>in %++!i%n-es, tu)"!e dr#er, +ersn%! -%re +rdu-ts,
et-
3. M"79#2# L7<<a<2 in-!udes +!%sti-s
,. C9"3=6 a# $a43h26
-. M"0!92 Ph"26
13
CHAPTER NO-,
INTRODUCTION TO VIDEOCON COMPANY
14
Br!2: Pr":!92
A )%n ( ide%s, )%n ( su"st%n-e, )%n ( 'isin. Shri N%n%!%! Dt, the (under ( the
Vide-n gru+, -)+!eted his edu-%tin in Ah)%dn%g%r, Pune in M%h%r%shtr% Indi%. A
su--ess(u! sug%r-%ne %nd -ttn grwer .he "!d!# 'entured (rth %nd i)+rted
)%-hiner# (r) Eur+e setting u+ the ?%ng%+ur Sh%$$%r .%r$h%n% (Sug%r )i!!) in 4DD5
%t the ti)e when the 'i!!%ge h%d n e!e-tri-it#, there "# un!e%shing %n industri%!
re'!utin.
The die w%s -%st. 9'er the #e%rs, N%nd%!%,i +ineered s+irit (und e@+ressin in the
)#ri%d w%#s, e%rning hi) the we!!>deser'ed re+ut%tin ( the industri%! %-ti'ities (
M%h%r%thw%d%, Indi%.
In e%r!# C7Bs N%nd%!%! initi%ted his three sns Venug+%!, R%,$u)%r %nd Pr%dee+ int
the "usiness. Thrugh % te-hni-%! tie> u+ with Tshi"% 0r+r%tin ( <%+%n, he !%un-hed
Indi%Bs (irst wr!d -!%ss -!ur Te!Se'isin, Vide-n Td%#, Vide-n 1td. Is %
huseh!ds n%)e %-rss the n%tin Indi%n N 4 "r%nd ( -nsu)er e!e-trni-s %nd
h)e %++!i%n-es, trusted "# %!! 'er 57 )i!!in +e+!e t i)+r'e their 2u%!it# ( !i(e
C"r>"ra42 O52r5!2;
The Vide-n 1td. is -))itted t -re%te % "etter 2u%!it# ( +e+!e %nd (urthering the
interest ( s-ieties "# "eing % res+nsi"!e -r+r%te -itiAen.
Cr2a4!< ha>>!266
Fe wi!! "ring the h%++iness int e'er# h)e, ((ering high 2u%!it# -nsu)ers dur%"!es %t
%((rd%"!e +ri-e s+re%ding the -u!ture ( -n'enien-e, entert%in)ent %nd -)+rt, (%r %nd
wide.
A3h!25!< Pr"<r266.
Fe wi!! +ursue the inn'%ti'e te-hn!gies in the (ie!d ( energ# %nd e!e-trni-s, -re%te
+rdu-ts %nd ser'i-es th%t wi!! i)+r'e the 2u%!it# ( !i(e re%!iAe the g%!s ( the wr!d
-))unit# %nd +rte-t the en'irn)ent.
S764a!!< <r";4h
Fe wi!! "e % sur-e ( +ride t ur "usiness %ss-i%tes "# ensuring )utu%! +rs+erit# %nd
grwth the i)+!e)ent%tin ( (rw%rd !$ing -r+r%te str%tegies, %i)ed %t identi(#ing
the ++rtunities %nd res+nding inte!!igent!# t the d#n%)i- ( -h%nge
15
P2r76!< 2?3299232
Fe wi!! +r'ide % -!!e-ti'e en'irn)ent (r en%"!ing ur e)+!#ees t de'e!+ their
+tenti%! %nds )%$es %s signi(i-%nt -ntri"utin t the ?ru+Bs su--ess.
In 4DC5, thugh % te-hni-%! tie> u+ with Tshi"% 0r+r%tin ( <%+%n, Vide-n
intern%tin%! !i)ited !%un-hed Indi%Bs (irst wr!d>-!%ss -!r te!e'isin. Td%#, Vide-n
Intern%tin%! !i)ited, the (!%g shi+ -)+%n# ( the Vide-n ?ru+, is Indi%Bs !e%ding
)%nu(%-turer ( the -nsu)er dur%"!es e!e-trni-s +rdu-ts. 8ired "# the +%ssin (r the
inn'%tin, Vide-n h%s $e+t +%-e with the -h%nging (%-e ( te-hn!g#, -nst%nt!#
u+gr%ding its )%nu(%-turing (%-i!ities t in-r+r%te %d'%n-e te-hn!g# %nd high
st%nd%rds ( 2u%!it# int its +rdu-t r%nge, right %-rss the s+e-tru).
T23h"9"<@ ;!4h a H2ar4
0))itted t gi'ing the -ust)er the "est the wr!d h%s t ((er, Vide-n h%s
de'e!+ed ne%r Aer w%st%ge te-hn!g#, whi-h he!+s redu-e the )%nu(%-turing -ist "#
+ti)iAing )%teri%! in+uts. 0u+!ed with 2u%!it# -ns-iusness %t e'er# st%ge the
-ust)er "ene(its enr)us!# "# getting the +re)iu) +rdu-t %t the %((rd%"!e +ri-e.
The -)+%n# -urrent!# )%nu(%-tures 0!ur Te!e'isins, "!%-$ %nd Fhite Te!e'isins
Audi %++!i%n-es !i$e )usi- s#ste)s, s+e%$ers, w%shing )%-hines et-. .At its )dern
+!%nt %t 0iteg%n %nd Aur%ng%"%d, the -)+%n# h%s %!s undert%$en -)+!ete "%-$w%rd
integr%tin t )%nu(%-tures %!! the -riti-%! i)+rt%nt -)+nents ( its +rdu-t, su-h %s
E!e-trni- Tuners, 8BTBs , ATDMBs %nd De(!e-tin #$es , there "# redu-ing the -st ,
ensuring 2u%!it# -ntr! %nd "e-)ing 'erti-%!!# integr%ted. It h%s set u+ % unit %t
?%ndhin%g%r in ?u,%r%t (r )%nu(%-turing B!%-$ %nd Fhite Te!e'isins +i-tures tu"es.
Th2 S"7# ": E?3299232.
Vide-n +rdu-ts %re ( % s+histi-%ted r%nge ( /)e Audi S#ste)s, Stere R%di,
Re-rders %nd +ersnne! Steres, %s we!! the -nte)+r%r# intern%tin%! r%nge (
.enwd digit%! /i>8i S#ste)s.
F!r64 ;!4h 4h2 0264.
0ntinuus u+ gr%d%tin %nd indigenus )%nu(%-turing h%s "een %nd -ntinues t "e the
integr%! +%rt ( the -)+%n#Bs s +hi!s+h#. Per-ei'ed %s %n inn'%tr in its (ie!d,
Vide-n h%s nt-hed u+ )%n# e@-iting (irsts, "# e@+!ring the wr!dBs %d'%n-e
te-hn!gies. In -!ur te!e'isins. Vide-n is the (irst -)+%n# t intrdu-e Pi-ture in
Pi-ture, Tur" sund, surrund sund, !%rger s-reen siAe, the (u!! (!%ts s2u%re tu"es,
B%A$% te-hn!g# %nd the (reed) series: %((rd%"!e high 2u%!it# r%nge ( the +rdu-ts
( -!ur Te!e'isins (r the +ri-e -ns-ius -ust)ers.
16
G9"0a9 A80!4!".
1$ing "e#nd Indi%, Vide-n is nw % g!"%! +!%#er, %-$nw!edged "# the wr!d .it is
the (irst Indi%n -)+%n# t win the +restigius 0E %++r'%! (e e@+rting its te!e'isins
in Eur+e. Vide-n is nw entering the wr!d )%r$et with its +er%tins in the Midd!e
E%st, Eur+e, Indnesi%, %nd Suth A(ri-%.
Vide-n N%r)%d% ?!%ss (VN?): % di'isin ( Vide-n intern%tin%! ?ru+ !td. h%s the
distin-tin ( h%'ing set u+ Indi%Bs (irst +!%nt (r the )%nu(%-turing ( the ?!%ss She!!s
(r 0!ur te!e'isin Pi-ture tu"es, in te-hni-%! -!!%"r%tin with Te-hneg!%s In-., USA
((r )%in!# $nwn %s 9I>NE? TV Prdu-ts In-., USA) wr!d !e%der in )%nu(%-turing
the g!%ss She!!s Te-hn!g#. The +r,e-ts in4DD7, when the then +ri)e Minister ( Indi%,
!%te Shri R%,i' ?%ndhi, 1%id the (und%tin stne (r the +r,e-t. The Vide-n gru+,
with the ",e-ti'es ( "%-$w%rd integr%tin, ,ined h%nds with ?u,%r%t N%r)%d% V%!!e#
8erti!iAers 1td., (?N80) (r the i)+!e)ent%tin ( its 477E, i)+rt su"stitutin +r,e-t
the !%rgest in'est)ent 657 -rres in the e!e-trni- -)+nent industr# in Indi%. The P!%nt
with the inst%!!ed %nnu%! -%+%-it# ( 4.G )i!!in g%s she!!s (r the -!ur +i-ture tu"es %nd
7,=5 )i!!in g%s tu"e "u!"s (r "!%-$ %nd white -!ur te!e'isins, %nd Mn-hr)e
Mnitr Tu"es, is !-%ted %t the Vi!!%ge 0h%'%i, Distri-t Bh%ru-h, ?u,%r%t
Th2 h2!<h46 ": 6733266.
Vide-n gru+ h%s s)e re)%r$%"!e %-hie'e)ents t its -redit, st%rting with the
su--ess(u! %"sr+tin ( s+histi-%ted te-hn!g# (r) Te-hneg!%s In-.,USA . The 0!r
te!e'isin g!%ss she!!s )%nu(%-tured "# Vide-n %re with +%r with the intern%tin%!
st%nd%rds %nd the +i-ture tu"e )%de with VN? g!%ss h%s %!re%d# re-ei'ed VDE %++r'%!.
The (%-i!ities in-!ude % st%te>(>the>%rt t! R) %nd Mu!d Sh+ t )%nu(%-ture %nd
)%int%in its )u!d re2uire)ent. /%'ing su--ess(u!!# est%"!ished its =7 VIDE909N,
4DV, =3V 0!r te!e'isins g!%ss +%rts, Vide-n h%s nw de'e!+ed the =7V =R the
!%test )de!s.
A P!347r2 P2r:234 F747r2.&-
Ti!! 4DD6 Indi%n )%nu(%-tures ( the -!r te!e'isin +i-ture tu"es were i)+r'ing their
g!%ss she!!s. Vide-n gru+ h%s re+!%-ed these i)+rts, there"# s%'ing %!)st =77
0rres ( +re'ius (reign E@-h%nge e'er# #e%r.
Vide-n gru+ h%s nw sur+%ssed the nr)s ( +er(r)%n-e gu%r%ntee "# the
-!!%"r%tr, Te-hneg!%s In-r+r%tin, USA %nd its +er%tin the +!%nt with 457E
-%+%-it# uti!iA%tin> with e((i-ien-ies e@-eeding intern%tin%! st%nd%rds. Fhere (ie!ds (
sug%r-%ne grw t%!! %nd +rud. Fhere "ushes ( -ttn "ud "!). Fhere turist>(%)us
-%'es ( A,%nt% %nd E!!r%.
Fhere Indi%Bs N.4 0ust)er e!e-trni-s %nd h)e A++!i%n-es t%$e sh%+e, T t%$e
Mi!!in Int % "etter, "righter (uture. This is M%r%thw%d%, Indi% where the Dt (%)i!#
17
!%un-hed Vide-n Intern%tin%! 1i)ited 4DC6, with the %'id +ur+se ( +rdu-ing
wr!d>-!%ss -!r te!e'isins thrugh the te-hni-%! tie>u+ with Tshi"% -r+r%tin (
<%+%n. Fithin % de-%de, Vide-n e)erged %s te!e'isin %nd -ntinues t d)in%te this
high!# -)+etiti'e )%r$et.
The !e%der inn'%tes. The !e%der (rges %he%d. The !e%der "r%$es new grund. /%rnessing
the %d'%n-e te-hn!g#, re!ent!ess!# +ursuing 2u%!it# t %-hie'e '%rius intern%tin%!
st%nd%rds ( Iu%!it# -ntr!, "r%$ing thrugh ti)e %nd %g%in, with inn'%ti'e +rdu-ts
(r % "etter !i(e.
Pr":!92 O: L2a#2r6h!>.
8uturisti- neurns (uAA# !gi- w%shing )%-hines, User 8rid!e#>n>(rst re(riger%tr. The
'er# !%test )usi- s#ste). the )st s+histi-%ted 0!r te!e'isin %nd V0RBs. /igh te-$
%ir -nditiners, Vide-n td%# is % )u!ti>(%-i!it%ted gru+ with nine st%tes ( the %rt
)%nu(%-turing (%-i!ities %!! 'er Indi% high!# 2u%!i(ied engineers tr%ined in <%+%n "%-$ed
"# J577 te-hni-%! %nd su++rt st%((, wr$ tgether i)+sed unisn t +rdu-e Indi%Bs
!e%ding "r%n-h ( -nsu)er e!e-trni- +rdu-ts %nd h)e %++!i%n-es .
L2a#2r6h!> Thr"7<h P2">92.
Vide-n !%#s gr%te e)+h%sis n the tr%ining %nd de'e!+)ent ( its wr$ (r-e
+r'iding e'er# ++rtunities (r grwth %nd %d'%n-e)ent in-!uding tr%ining stints
'erse%s .
Fr"8 E9234r"!36 T" E2r<@- Th2 H2ar4 O: Na4!"
4DD5 w%s % !%nd)%r$ (r Vide-n . it -!e%r!# re(r)ed its !e%dershi+ in -!r
te!e'isins , B!%-$ %nd Fhite TVBs ,V0RBs %nd V0PBs w%shing )%-hines %s we!! %s N>
8rst Re(riger%trs ,then Vide-n "eg%n t re%-h ut t the -re. T industries %t the
he%rt# ( n%tin +etr!eu),+wer,-nstru-tin %nd husuing,!e%ding Indi% int the (uture
with -n(iden-e ,with deter)in%tin ,with % -))it)ent t e@-e!!en-e , ruted in the
+ineering the 'isin ( the +%th "re%$er.
18
MAJOR ACHIEVEMENTS OF VIDEOCON INDUSTRIES
LTD &
The !%rgest +%ne! +rdu-tin (%-i!it# in the wr!d under ne r( +r'iding 'er#
high e-n)ies ( s-%!e
9ne ( the wr!dKs !%rgest %nd )st res+e-ted 0RT g!%ss )%nu(%-turers
8iring the !%rgest (urn%-e ( its $ind in the wr!d with % t%n$ siAe ( 3377 s2 (t
9ne ( the (ew -)+%nies in the wr!d t -n'ert s%nd t TV
ne ( the !%rgest %nd )st %-$nw!edged 0PT )%nu(%-turer in the wr!d
M%nu(%-tured Indi%Ks (irst rust>(ree F%shing M%-hine
The Vide-n gru+ e)erges %s % USD =.5 Bi!!in g!"%! -ng!)er%te -ntinuing t set
trends in e'er# s+here ( its %-ti'ities (r) % -n(eren-e r) siAed %sse)"!# !ine in
4DGD
T"#a@ 4h2 <r"7> ">2ra426 4hr"7<h , =2@ 6234"r6&
1. C"6782r #7ra092
2. Th"86" CPT
+. CRT <9a66
,. O!9 a# <a6
C"6782r E9234r"!36A H"82 A>>9!a326 . C"8>r266"r 8a7:a347r!< ! I#!a
Fe en,# % +re>e)inent +sitin in ter)s ( s%!es %nd -ust)er s%tis(%-tin in )%n# (
19
ur -nsu)er +rdu-ts !i$e 0!ur Te!e'isins, F%shing M%-hines, Air
0nditiners, Re(riger%trs, Mi-rw%'e 'ens %nd )%n# ther h)e %++!i%n-es,
se!!ing the) thrugh % Mu!ti>Br%nd str%teg# with the !%rgest s%!es %nd ser'i-e
netwr$ in Indi%. 9ur -)+ressr )%nu(%-turing te-hn!g# in B%ng%!re (urther
su++rts re(riger%tr )%nu(%-turing
D!6>9a@ !#764r@ a# !46 3"8>"246
Fith the Th)sn %-2uisitin Vide-n h%s e)erged %s ne ( the !%rgest 0!ur Pi-ture
tu"e )%nu(%-turers in the wr!d +er%ting in Me@i-, It%!#, P!%nd %nd 0hin% -ntinuing
t !e%d thrugh new inn'%ti'e te-hn!gies !i$e s!i) 0PT, e@tr% s!i) 0PT %nd
/igh De(initin 4J:D (r)%t 0PT
C"9"7r P!347r2 T702 G9a66
Vide-n is ne ( the !%rgest 0PT ?!%ss )%nu(%-turers in the wr!d with % high
!e'e! ( e@+erien-e %nd te-hni-%! e@+ertise +er%ting thrugh P!%nd %nd Indi%.
Vide-n wi!! !e'er%ge n this s#nerg# %(ter the Th)sn %-2uisitin t intern%!!# sur-e
g!%ss (r its 0PT )%nu(%-turing in-re%sing e((i-ien-ies %nd !wering -sts.
O!9 a# Ga6
An i)+rt%nt %sset (r the gru+ is its R%''% i! (ie!d with ne ( the !west
+er%ting -sts in the wr!d +rdu-ing 57,777 "%rre!s ( i! +er d%#. The gru+ h%s
%)"itius +!%ns (r e@+%nsin in this
20
21
HISTORY
COLOUR . B.$ TV
$ASHING MACHINE
HOME ENTERTAIMENT SYSTEM
ELECTRIC MOTORS
AC
REFRIGERATORS
COOLERS
GLASS SHELLS FOR CRT
KITCHEN APLLAINCES .
CRUDE OIL
COMPRESSOR
22
COMPRESSOR MOTORS

CHAPTER NO- -
VISION . MISSION
23
V!6!" . M!66!"
V!#2"3"B6 8!66!"& a r2:9234!" ": 3"4!7!4@ a# 3ha<2
Vide-nBs )issin e@+ressin h%s "een -r%(ted t en'e!+e "th e@t%nt %nd
e)erging re%!ities
CT" #29!<h4 a# #29!52r 02@"# 2?>234a4!" 4hr"7<h !<2!"76 64ra42<@A
!4r2>!# 24r2>r227r6h!>A !8>r"52# 423h"9"<@A !"5a4!52 >r"#7346A !6!<h4:79
8ar=24!< a# !6>!r2# 4h!=!< a0"74 4h2 :747r2.D A "re%$dwn ( the st%te)ent
%"'e re'e%!s % L)e%ns %nd endB %++r%-h, where the end is %rti-u!%ted %t the "eginning
with the )e%ns !in$ed t it
CT" #29!<h4 a# #29!52r 02@"# 2?>234a4!"ED& 4h2 2#
This seg)ent nt n!# under!ines the i)+rt%n-e ( the u!ti)%te g%! > -ust)er
s%tis(%-tin (Lde!ightB) %nd u!ti)%te t%rget > the -ust)er, "ut %!s ( inter)edi%te
+r-esses %nd +rin-i+%!s, whi-h h%'e -ntri"uted t "ui!ding % r"ust, de+end%"!e
Vide-n '%!ue -h%in (Lde!i'erB). As % resu!t ( its (-us n de'e!+ing !#%!
-ust)ers %nd re!i%"!e %ss-i%tes, Vide-n is %"!e t e@-eed e@+e-t%tins
CEThr"7<h !<2!"76 64ra42<@ED& 4h2 82a6
In the -utthr%t wr!d ( td%#, it is n!# "# t%$ing re-urse t %d'%n-e +!%nning %nd
str%teg# th%t % "usiness -%n h+e t sur'i'e. A!thugh te@t"$ str%teg# h%s its uses,
re+rdu-ing it in 'er"%ti) (r the re%! wr!d wu!d "e (!ish "e-%use ( the %"sen-e (
te@t"$ -nditins. Thus, there is % need (r % "unded r%tin%!it#, s+nt%neit# %nd
i)+r'is%tin th%t is (!e@i"!e enugh (r s-en%ris "th i)%gin%"!e %nd
uni)%gin%"!e. Vide-nBs ingenius )%neu'res %re %-tu%!!# (!e@i>str%teg# th%t
%"str%-ts (r) shi(ting grund -nditins %nd de-ides g%)e +!%ns, r s)eti)es
-h%nges the ru!es ( the g%)e
CEI4r2>!# 24r2>r227r6h!>ED& 4h2 82a6
An enter+rise with the dds st%-$ed %g%inst it )%$es gre%t "usiness sense. This is
"e-%use higher the "st%-!es, !wer the nu)"er ( +!%#ers !i$e!# t "e %-ti'e in th%t (ie!d
> thus, (et-hing e@tr%rdin%r# returns. The n!# re2uire)ent is % "!d %nd -n(ident
%ttitude wi!!ing t "r%'e the dds. Vide-nBs (r%# int i! %nd g%s is % "!d %nd
24
intre+id ende%'ur th%t %rises (r) i))ense (%ith n the sure(ted -)+eten-e (
the -)+%n#Bs in>huse )%n%geri%! t%!ent
CEI8>r"52# 423h"9"<@ED 4h2 82a6
Te-hn!g# is n )re % +re)iu) in+utM it h%s "e-)e the "%re )ini)u) in re-ent #e%rs.
R%+id %d'%n-es h%'e n!# (ue!!ed this +hen)enn. Vide-n is e@tre)e!# 'igi!%nt
in shunting ut d%ted te-hn!g# %nd re+!%-ing it with the "est>in>-!%ss ((ers ( the ti)es
CEI"5a4!52 >r"#7346ED 4h2 82a6
Prdu-t de'e!+)ent, inn'%tin %nd -ust)is%tin %re the t!s Vide-n uses t st%#
%he%d ( the -)+etitin. This is "e-%use % -ntinuus stre%) ( inn'%ti'e
+rdu-ts e@-ites the )%r$et %nd enh%n-es "r%nd re-%!!. A str%teg# th%t Vide-n
"%n$s n % !t, es+e-i%!!# n the d)esti- (rnt
CEI6!<h4:79 8ar=24!<ED 4h2 82a6
The )%r$et sh%re "%tt!e s-ene h%s !ng shi(ted (r) te-hn!g# %nd +r-esses t the
+s#-he ( the -ust)er. This )e%ns th%t thse with dee+er insights int the e!usi'e )ind
( the "u#er %re !i$e!# t d)in%te. Vide-n is rein(r-ing )%r$eting strengths t re%d
"etter the +u!se ( the )%r$et %nd he!+ -re%te +rdu-ts th%t )%+ +er(e-t!# int -ust)er
+re(eren-es
CEI6>!r2# 4h!=!< a0"74 4h2 :747r2.D 4h2 82a6
The (uture is un+redi-t%"!e, "ut nt ding %n#thing %"ut it is (r%ught with gr%'e ris$.
Vide-n e@tr%+!%tes (uture trends n the "%sis ( -urrent -h%nges in te-hn!g# %nd
+re(eren-es %s we!! %s sheer gut (ee!.
25
CHAPTER NO-/
CORPORATE GOVERNANCE FOLLO$ED BY THE
COMPANY
26
C"8>a@F6 Ph!9"6">h@ " C"#2 ": G"52ra32
The -)+%n#Ks +hi!s+h# n -r+r%te g'ern%n-e enshrines the g%! ( %-hie'ing the
highest !e'e!s ( tr%ns+%ren-#, %--unt%"i!it# %nd e2uit# in %!! s+heres ( its
+er%tins %nd in %!! its de%!ing with the sh%reh!ders, e)+!#ees, the g'ern)ent
%nd ther +%rties. The -)+%n# "e!ie'es in the +hi!s+h# n -de ( -r+r%te
g'ern%n-e, whi-h +r'ides % stru-ture "# whi-h the rights %nd res+nsi"i!it# (
di((erent -nstituents, su-h %s the "%rd, e)+!#ees %nd sh%reh!ders %re -%r'ed ut In
-%rr#ing ut this, it is ensured th%t the -)+%n#NKs ",e-ti'es %re we!! de(ined %nd
+er(r)%n-e %g%inst thse ",e-ti'es %re %de2u%te!# )e%sured %nd )nitred 0r+r%te
g'ern%n-e is -nsidered %s %n i)+rt%nt t! (r sh%reh!ders rte-tin %nd
)%@i)iA%tin ( their !ng >ter) '%!ues. The -%rdin%! +rin-i+%! su-h %s %--unt%"i!it#,
res+nsi"i!it#, tr%ns+%ren-# %nd (%ir dis-!sure ser'e %s the )e%ns (r %-hie'ing this
R . D
The -)+%n# gi'es ut)st i)+rt%n-e t the R O D %-ti'ities, whi-h %re -%rried ut, %t
in>huse R O D -enter. The -)+%n# -%rries n new inn'%tins in +rdu-t
de'e!+)ent, -st redu-tin, 2u%!it# i)+r'e)ent, +r-ess i)+!e)ent%tins, +r-ess
-ntr!s
27
F747r2 P9a6
T strengthen %nd )%int%in O its !e%dershi+ st%tus, the Vide-n gru+ h%s -!e%r!#
-h%rted ut its -urse (r the (uture. Aggressi'e de'e!+)ent is in (u!! swing %t the R O D
0entres t "ring ut st%te>(>the>%rt te-hn!gies in-!uding True 8!%t, S!i), E@tr% S!i),
P!%s)% O 10Ds, %t the e%r!iest. 0st r%tin%!iA%tin +r-esses > %re in '%rius st%ges >
in-!uding r%tin%!iAing (%-tries in Eur+e, in-re%sing %ut)%tin %nd i)+r'e)ent (
e((i-ien-# in 0hin%, %--essing (!%ss she!!s (r) Indi% (r intern%tin%! 0PT (%-i!ities %nd %
!t )re > %re
in '%rius st%ges ( i)+!e)ent%tin. Intern%tin%!!# %!! e@isting -!ient re!%tinshi+s %re
"eing strengthened. The -st -)+etiti'eness %nd in-re%se in -%+%-it# in Me@i- %nd
P!!%nd h%s +ened u+ "ig
++rtunities in the 9EM "usiness. 1%st "ut nt the !e%st, in the d)esti- )%r$et
-ns!id%tin with )u!ti+!e "r%nds +%'es the w%# (r %n un%ss%i!%"!e !e%d in the )%r$et.
In the 9i! O ?%s "usiness, h%'ing %!! the "%si- +er%tr -%+%"i!ities ( % +rs+e-ting
entit#, the gru+ is !$ing t %dd )re e@+!r%tins %nd +rdu-tin de+th %s %!s i!
"e%ring %ssets. The gru+ wi!! %!s get int g%s distri"utin in Indi% sigini(i-%nt!#.
B"ar# O: D!r234"r6
Mr. Venug+%! N Dht
Mr. Pr%dee+$u)%r N Dht
Mr. . 0 Sri'%st%'%
Mr. .u!dee+ .u)%r Dr%"u
Mr. S%t#%+%! T%!w%r
Mr. S P%d)%n%"h%n
M%,. ?en. S 0 N <%t%r
Mr. Arun 1 Bngirw%r
Mr. Didier Trutt (N)inee > Th)sn S.A)
Mr. <h%n ? 8%nt (N)inee > AB E!e-tr!u@ (Pu"!) )
Mr. B R%'indr%n%th (N)inee > IDBI 1i)ited)
Mr. A,%# S%r%( (N)inee > I0I0I B%n$ 1i)ited)
28
ORGANIGATION STRUCTURE CHART OF THE COMPANY

29
CHAPTER NO-(
S$OT ANALYSIS
30
S$OT Aa9@6!6
S4r2<4h6
4. Vide-n h%s !%rgest distri"uted -%+%-it# )%nu(%-turing "%se %-rss Indi% with 4G
8%-i!ities %nd +!%nt in -hin%, P!%nd, it%!!#, Me@i-.
=. M%nu(%-turing -%+%-it# is 4, 67777 units.
3. Vide-n h%s % netwr$ ( 677 +!us ser'i-e %nd C5 )"i!e ser'i-e '%ns t gi'e "etter
ser'i-e t their -ust)ers.
6. Tie u+ with the M%tsushit% e!e-tri- -)+%n# ( <%+%n %dd t the gdwi!! ( Vide-n
5. 0ust)ers %re %w%re %"ut Vide-nBs +rdu-ts.
J. 0)+%n# h%s gd "r%nd n%)e.
G. Strng "%-$w%rd integr%tin
C. Vide-n h%s !%rgest distri"utin )%nu(%-turing "%sed %-rss in Indi%.
D. 1%rge "r%nd "%s$et
47. Mu!ti "r%nd str%teg#
44. 3rd !%rgest +i-ture tu"e )%nu(%-ture in Indi%
4=. 0he%+ +ri-e.
43. ?!"%!!# %--e+t%n-e.
$2a=26626
4. 1ess in'est)ent n %d'ertise)ent ( Vide-n0TV
=. 8ewer )%rgins t the distri"utrHde%!er.
3. Fe%$ +r)tin%! str%teg# ( 0TV.
6. N +r+er %++r%-h ( t%rget -ust)er.
5.Fide interest un!ess E((e-ti'e!# )%n%ged
J.0RT te-hn!g# is !sing ++u!%rit#.
G.1ess (-us n un-n'entin%! -h%nne!."r%nd "%s$et, whi-h )ight !e%d t -n(!i-t(
C. Nt +r'iding gd ser'i-e.
D.N e@-!usi'e shw r)s
31
O>>"r47!4!26
4. Vide-n t%$es 'er the E!e-tr!u@.
=. Vide-n "u# Th)sn -!r +i-ture tu"e )%nu(%-turing +!%nt.
3. Vide-n intern%tin%! is ging g!"%!.
6. Vide-n e@+!ring wh!e new seg)ent
5. During the -!i)%te ( <%i+ur "e-)es htter d%# "# d%# %nd -!ers d Nt (u!!#
s%tis(# the -ust)ers re2uire)ent. This +r'ides % gre%t 9++rtunit# (r %-
)%nu(%-turers.
J. ?rwing se)i ur"%n )%r$et.
G. Industr# is in in-re%sing +h%se.
C. Pri-e h%s -)e dwnM nw )re %nd )re +e+!e %re ging (r it.
D. Due t (in%n-i%! (%-i!ities e'en the )ediu) seg)ent is ging (r it.
47. Pur-h%sing +wer ( +e+!e is in-re%sing d%# "# d%#. M'ing int new %ttr%-ti'e
)%r$et seg)ents.
44. 8-used n un-n'entin%! -h%nne!s.
4=. Mergers ,int 'enture ( str%tegi- %!!i%n-es.
Thr2a46
4. Entr%n-e ( g!"%! -)+etitr !i$e -hin%.
=. Br%nd !#%!t# is )re ( 1? Other -)+%n#.
3. M%r$et -nditin !i$e s!u)+s in )%r$et.
6. A new -)+etitr in #ur h)e )%r$et.
5. 0)+etitr h%s % new inn'%ti'e su"stitute +rdu-t r ser'i-e.
J. In-re%sed tr%de "%rrier.
G. Br%nd re+ut%tin is nt gd.
C.0)+etitin in g!"%! 0PT )%r$et es+e-i%!!# (r) integr%ted +!%#ers su-h %s
1?Phi!!i+s, S%)sung, %nd M%tsushit% is intense
32
CHAPTER NO-)
CUSTOMER SATISFACTION
33
CUSTOMER SATISFACTION
The wrd s%tis(%-tin -)es (r) the 1%tin wrd &s%tis* (Enugh) %nd (%-tin (t d r
)%$e). These wrds suggest the true )e%ning ( S%tis(%-tin, whi-h is (u!(i!!)ent.
M%n%geri%!!#, (u!(i!!)ent usu%!!# tr%ns!%te t s!'ing +r"!e) %nd s%tis(# the -ust)er is
nt enugh t +rdu-e high !e'e! ( -ust)er !#%!t#, "usiness needs t )'e "e#nd
)re s%tis(%-tin, t -ust)er de!ight.
Th2 P7r>"62 O: 4h2 B76!266&
Peter 8. Dru-$er -nsidered t "e ne ( the !e%ding )%n%ge)ent gurus in the wr!d,
"e!ie'es th%t the +ur+se ( "usiness t re!%te %nd the) ret%in the s%tis(ied -ust)er.
A!thugh the (ir) h%s t )%$e the )ne#, Dru-$er %rgues th%t )%$ing )ne# is %
ne-essit# %nd des nt % +ur+se. It is in (%-t, the end resu!t % desir%"!e ut -)e (
-re%ting s%tis(ied -ust)er. Thedre 1e'itt, h% /%rw%rd Business +r(essr, wh
e@+!%ins "# %n %n%!g# with hu)%n "eings, e@+ress si)i!%r senti)ent H %!! hu)%n h%'e t
e%t t sur'i'e, "ut e%ting is nt>their +ur+se. 8urther )re )%$ing )ne# des nt
+r'ide % !egiti)%te re%sn (r s-iet# %nd t su++rt the )ne#)%$ing enter+rise. A
s-iet# su++rts "usinesses %s the# sur'e# its )e)"er "# -%tering t their needs t !e%'e
the) s%tis(#. Diss%tis(#ing enugh -ust)er %nd nt n!# wi!! these s+e-i(i- -ust)er
st+ "u#ing (r) the (ir), "ut the s-iet# %t !%rge wi!! -nde)n the (ir) %nd )%# e'en
+%ne!iAed it t the +int ( its e@tin-tin. In re+se t su-h )ess%ges, - +%rt ( the
-r+r%te )issin %nd uti!iAes %n underst%nding ( the -ust)er "eh%'ir %s in+ut t %!!
its )%r$eting +!%ns %nd de-isin.
C7rr24 Mar=24 S32ar!"
34
The Indi%n -ust)er )%r$et is underging the tr%ns(r)%tin>$ee+ing trend with
intern%tin%! )%r$et the +resent trend is used %s under:
Indi%n )%r$et is '%!ue (r )ne# dri'en
A high!# -)+etiti'e )%r$et
/igh +tenti%! in the rur%! )%r$et
The -!e%r e-n)# r%nge is e)erging rur%! %nd +ri-e -ns-ius -ust)er
The )%r$et is d)in%ted "# Indi%n -)+%nies %nd MN0Bs %re (!!wing
suite
Te-hn!g# is the $e# dri'er
A!! +!%#ers "e!ie'e in ((ering s+s t -ust)er t w the)
Pri-e w%r ,s-he)e,dis-unt %nd tr%de !%ding %re the )%r$et )%ntr%
/uge sur+!us %(ter )eeting d)esti- %nd e@+rt re2uire)ent
C7rr24 3"8>24!4!52 632ar!":
During the +%st si@ #e%rs, the )%r$et (r the -ust)er e!e-trni-s grws %t %n %'er%ge
r%te ( ==E in -!r te!e'isin 45 E in re(riger%tr.the MN0Bs !i$e s%)su%ng,1?,%nd
P%n%sni- et-.enter the Indi%n )%r$et with wide s+e-tru).e'en %(ter the +rene-es ( the
!e%ding intern%tin%! "r%nd in the -nsu)er e!e-trni- )%r$et it is d)in%ted "#
Vide-n ,BP1,nid% et-. The -urrent )%r$et sh%re ( the t+ (i'e "r%nds in -!ur
te!e'isin is %s under
0)+%n# )%r$et sh%re
Vide-n 47.5
BP1 4C.G
9nid% 44.D
Phi!i+s 6.7
S%)sung G.D
35
The str%tegies %d+ted "# the -urrent )%,r +!%#ers is %s under
Vide-n:>&"ring h)e the !e%der*
S%tis(#ing the -ust)er needs %-rss the +rdu-t !ine %nd seg)ent "ut under
di((erent "r%nds Tshi"% is %t the t+ end, Vide-n %nd S%)sung %t the )idd!e seg)ent
%nd A$%i (r the !west.
Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing )%-hines, Re(riger%trs,
)nitrs %nd .it-hen %++!i%n-es.
BP1: >& Be!ie'e in the "est*
0urrent "r%nd !e%der ((ering di'ersi(ied +rdu-t -%tering t '%rius seg)ent
under ne u)"re!!% "r%nd !e'er%ging its -))uni-%ting (r the di'ersi(ied +rdu-t %s
rein(r-e)ent +rdu-t 2u%!it# -n(iden-e %)ng the -ust)er.
Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing )%-hines,
Re(riger%trs, )nitrs %nd )i-r w%'e 'ens.
1?: > &Digit%!!# #urs*
1? is %n .re%n -)+%n# (!!wing the site in Indi%
Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing )%-hines, Re(riger%trs,
)nitrs %nd )i-r w%'e 'ens.
S%)sung: > & -h%!!enge the !i)it*
De-ide the u)"re!!% "r%n "# the .re%n gi%nt is ((ering -ust)er +r"%"i!it#
s-he)e.
Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing )%-hines,
Re(riger%trs, )nitrs %nd )i-rw%'e, -%)er%s, V0DBs DVDBs,MP3 et-.
36
E%ISTING MARKETING STRATEGY OF VIDEOCON TARGET MARKET&
Vide-n Industries is e#eing % grwth ( 35>67E in ter)s ( '%!ue (r the ne@t (is-%!
=747>44. It +!%ns t %-hie'e the desired grwth "# intrdu-ing new +rdu-t !ines,
'%rius ((ers %nd re'%)+ing its ser'i-e -enters %-rss =7 -ities. As the -nsu)er gets
-ns-ius %"ut s+ending )ne# with the g!"%! )e!tdwn, %t +resent the de)%nd is high
(r )id seg)ent +rdu-t !ine >u+.
The (-us (r Vide-n ?ru+ is rur%! )%r$ets %nd )%,r grwth is ging t -)e (r)
these )%r$ets, whi-h %re grwing %t 'er ==E. The gru+ h%s re-gniAed high M%r$et
Ptenti%! V%!ue (MPV) %nd M%r$et Intensit# Inde@ (MII) !-%tins with +tenti%! %nd
(uture +rs+e-ts t strengthen the "usiness +er%tins %nd s+re%d -nsu)er re%-h
MAJOR SEGMENT&-
M%,r seg)ents %re "%si-%!!# thse +e+!e wh +!%n t )%$e % new h)e %nd +!%nning
t )%rr#. There %re s )%n# +e+!e wh t%$e e!e-trni- +rdu-t within 5 #e%r %nd thse
+e+!e wh t%$e J >G #e%r. S, their "%si- seg)ents %re thse +e+!e wh t%$e this
e!e-trni- +rdu-t. The "%si- seg)ent n Rur%! %nd Se)i Ur"%n %re% where )%n# +e+!e
!i$e t "u# the e!e-trni- +rdu-t.
FACTOR AFFECTING SALES&-
There %re )%n# (%-trs, whi-h %((e-ts the s%!es ( Vide-n. T n%)e % (ew:
4. Per -%+it% in-)e
=. 0)+etitrs
3. 8esti'%! ti)e (!i$e diw%!i, wedding ti)e)
37
CHAPTER NO-*
AFTER SALES SERVICES OF VIDEOCON
38
A:42r Sa926 S2r5!326 ": V!#2"3"
Vide-n ser'i-es )issin is t su++rt the 'isin the -)+%n# "e-)ing the )st
-ust)er riented -)+%n# in the -untr# "# "ui!ding the +r%-ti'e ser'i-e
rg%niA%tin th%t -ntinu%!!# str"e t -re%te -ust)er s%tis(%-tin "# intern%!iAing the
"est +r%-ti-es ( -ust)er re!%tinshi+ )%n%ge)ent
Vide-n in'ested J,577 )%n>d%#s %nd Rs =.J )i!!in t tr%in the e)+!#ees. Td%#,
Vide-n h%s =C7 e@e-uti'e %uthriAed ser'i-e -enter 6C ser'i-e -enter, (=C dire-t
"r%n-hes %nd =7 su+er'isr# "r%n-hed) 5 -%!! -enters. Vide-n ser'i-es e)+!#ees
dire-t!# thrugh e@-!usi'e (r%n-hise netwr$ %++r@i)%te!# =577 (rnt !ine e@e-uti'e (r
%ttending (r the -ust)er re2uire)ent.
A Ver# gd %nd 2ui-$ s%!es ser'i-e nt n!# s%tis(# the -ust)er h%'ing high
e@+e-t%tins "ut %!s +r'ide hi) % (ee!ing ( s%tis(%-tin %nd thus ensures his !#%!t#
tw%rds the "r%nd. 8r thus, Vide-n )ust +r'ide % sund (%-i!it# %nd (%-u!t# (r
te-hni-%! tr%ining (r the de%!ers t tr%in their ser'i-e +ersnne!. These tr%ining -enters
)ust "e setu+ %t "r%n-h !e'e!s t (%-i!it%te e%siness in +r'iding tr%ining.
Present!#, de%!ers %re nt wi!!ing t stre e'en the essenti%! s+%re +%rts "e-%use the# dnBt
get %n# +r(it n his in'est)ent (r s+%re +%rts. S, "# -nsidering s+%re +%rts %s %
+rdu-t %nd gi'ing )%rgins n th%t, 4h2 64"ra<2 ": 6>ar2 >ar46 -%n "e ,usti(ied t
de%!ers. Thugh, the %(ter s%!es ser'i-e is % "%-$u+ s#ste) (r -ust)ers %nd this +!i-#
39
-%n -re%te su-h % situ%tin wherein de%!ers wi!! re+!%-e unne-ess%r# +%rts (r in-re%sing
+r(its. But these %-ti'ities -%n "e restri-ted "# designing % -ntr! s#ste) (r it.
Se-nd!#, Vide-n ser'es with the "est %'%i!%"!e 2u%!it# +rdu-t, whi-h re2uires !e%st
)%inten%n-e s this wnBt -re%te he(t# +r"!e)s. Mre'er the A.0. users %re !e%st
"thered %"ut the -h%rges in-urred in ser'i-ing r%ther he is )re -n-erned with his
-)(rt%"i!it#.
A#5a32# 4""96 !i$e digit%! tng tester, digit%! ther))eter, et-. shu!d "e +r'ided t
the utst%nding de%!ers.
A+%rt (r) %!! these things, de%!ers )ust "e +r'ided with % we!!>de(ined -%t%!gue (r
the 2ui-$ %nd +r+er identi(i-%tin ( s+%re +%rts.
C"8>ara4!52 647#@ ": a:42r Sa926 S2r5!326
40

0
2
4
6
8
10
12
14
16
LG Voltas Videocon Samsung Hitachi Others
Percent
After Sales Service (%)
Good
Average
Poor
Ater sales services are !est in case o Videocon" average in LG" Samsung and Voltas and #oor in Hitachi
and others as sho$n !elo$
CHAPTER 1O
RESEARCH METHODOLGY
41
RESEARCH METHODOLOGY
The stud# (r the rese%r-h is (r the -ust)er "eh%'iur reg%rding +st s%!es ser'i-es (
%!! the +rdu-ts with s+e-i%! -n-ern t Vide-n 1td.
RESEARCH DESIGN:
The rese%r-h w%s % stud# ( -ust)erBs "eh%'iur n +st s%!es ser'i-es ( %!! the "r%nds
with % s+e-i%! re(eren-e t Vide-n 1td. % det%i!ed rese%r-h w%s -ndu-ted s %s t
-!!e-t un"i%sed in(r)%tinM -ust)er were nt t!d th%t the sur'e# is "eing -ndu-ted
(r Vide-n.
F"r 3"#734!< 4h2 r262ar3h 5ar!"76 6"7r326 ;2r2 762# 4" a5a!9 4h2 #a4a ;2r2 a6
:"99";6& -
SOURCES:
The )%in sur-e ( d%t% -%n "e -%tegriAed int the (!!wing tw w%#s:
4. Se-nd%r# D%t%.
Se-nd%r# D%t%: Se-nd%r# sur-e h%s "een used (r -!!e-ting the d%t%.
This sur-e in-!udes: > ?r%+hi-%! %nd St%tisti-%! d%t% %'%i!%"!e (r) Authrised de%!er (
Vide-n -)+%n#.
42
S%)+!e Are%: Mu)"%i
St%tisti-%! t!: Pie -h%rts, "%r di%gr%)s, histgr%) et-. %re used in re+resent%tin ( d%t%.
A$ARENESS ABOUT VIDEOCONA SAMSUNG . LG BY CUSTOMERS
43
8r) the %"'e +ie -h%rts, it is -!e%r th%t )st ( the -ust)ers (J=E) ( Vide-n
-%)e t $nw %"ut Vide-n thrugh TV %d'ertise)ent %s -)+%re t -ust)ers (
S%)sung %nd 1?. As (%r %s +rint )edi% %d is -n-erned, n!# (ew -ust)ers -%)e t
$nw %"ut Vide-n thrugh +rint )edi% %d %s -)+%re t -ust)ers ( S%)sung O
1?. But n -ust)ers ( Vide-n -%)e t $nw %"ut Vide-n thrugh h%rdings %nd
"i!!"%rds, "ut (ew -ust)ers -%)e t $nw %"ut S%)sung O 1? thrugh h%rdings %nd
"i!!"%rds. /en-e, we -%n in(er th%t Vide-n is ding +sitining thrugh TV
%d'ertise)ents r%ther th%n thrugh +rint )edi% %d %nd h%rdings %nd "i!!"%rds the#
shu!d )re (-us n wrd t )uth )%r$eting "e-%use the# %re we%$ in this
$HY VIDEOCONA SAMSUNG OR LGH
8r) the %"'e (igures, it indi-%tes th%t +e+!e gi'e )re +re(eren-e t +ri-e %s -)+%re
44
t ther %ttri"utes (1i$e Br%nd O Iu%!it#) whi!e "u#ing the Vide-n +rdu-ts we
"ser'e here th%t ser'i-e is nt gd %t Vide-n /en-e, we -%n in(er th%t 1? O
S%)sung %re strng "r%nd %nd h%'ing )re 2u%!it# th%n Vide-n A!s, 1? O S%)sung
+rdu-ts %re )re e@+ensi'e th%n Vide-n
HO$ DO YOU FEEL AFTER USING THE VIDEOCON TV
E@-e!!ent
?d
8%ir
Pr
There is 4DE -ust)er wh nt s%tis(ies with +rdu-t %nd (ee!s +r %"ut the t.'
45
0)+%n# h%s t (ind ut %!! the re%sn %nd shu!d wr$ n it.I( -)+%n# dnBt %ttr%-t !d
-ust)er this wi!! "e-)e % "ig thre%t (r -)+%n#
I1& $h!3h 0ra# #" @"7 >r2:2r 4" 07@ ;h2 29234r"!3 <""#6 ar2 3"32r2#H
(%) Vide-n >44E
(") S%)sung ==E
(-) 1? =7E
(d) Fhir!+! DE
(e) BP1 JE
M%,rit# ( the tt%! ++u!%tin thin$s %+%rt (r) the -)+%nies !isted, the# gener%!!#
+re(er S9NY %s % "r%nd when "u#ing ( e!e-trni- gds %re -n-erned, Vide-n is
third "est -hi-e (r the -ust)er
I2 Ar2 @"7 6a4!6:!2# ;!4h 4h2 >r"#7346A ;h!3h ar2 9a73h2# 0@ V!#2"3" L4#.H
Yes > 477E
N 7E
A!! the +e+!e %re s%tis(ied with the +rdu-ts ( Vide-n
I+& D" @"7 a<r22 4ha4 4h2 >r"#734 ": V!#2"3" 02ar6 4h2 9a4264 423h"9"<@
>r"#7346H
46
Yes D5E
N 5E
M%,rit# ( the +e+!e thin$s th%t the +rdu-t ( Vide-n "e%rs the !%test
te-hn!g# +rdu-ts
I,& Ar2 @"7r #2a92r >r"5!#26 P"64 6a926 62r5!326H
Yes 477E
N 7E
A!! the -)+%n#Bs de%!ers +r'ide +st s%!es ser'i-es t their -ust)ers
I- & Ar2 @"7 6a4!6:!2# ;!4h 4h2 >"64 6a926 62r5!326 >r"5!#2# 0@ @"7r #2a92rH
Yes 3JE
N J6E
M%n# ( the -ust)ers %re nt h%++# with the +st s%!es ser'i-es +r'ided with their
de%!ers
I/& H"; >r"8>4 !6 @"7r >"64-6a926 62r5!32 a:42r 9"#<!< 4h2 3"8>9a!46 4" 4h2
3"8>a@H
Pr)+t =7E
A'er%ge 3JE
Pr 66E
Mre th%n ne third ( the -ust)er s%#s there is n +r)+tness in s!'ing the
-)+!%ints. The# h%d t "e -h%sed nw %nd then (r (i@ing the +r"!e).
I(& $h!3h C"8>a@ #" @"7 4h!= ha6 4h2 0264 a:42r 6a926 62r5!32 24;"r= J2ar266
": !46 #2a92r6 . 62r5!32 3242r6 ar"7# @"7r 9"3a9!4@'H
(%)Vide-n =7E
(") BP1 47E
(-) 1? > 4JE
(d) S%)sung 67E
(e) Fhir!+! 46E
47
67E ( the -ust)er s%#s S%)sung h%'e the "est %(ter s%!es netwr$ here Vide-n gr%"s
se-nd +!%-e.
I)& $h!3h 3"8>a@ <!526 @"7 0264 a:42r 6a926 62r5!326H JRa= " a 63a92 ": -'
4 is E@-e!!ent
= is s%tis(%-tr#
3 is A'er%ge
6 is Pr
(%) Vide-n > 3CE
(") S%)sung ==E
(-) 1? 4=E
(d) Fhir!+! 4JE
(e) BP1 4=E
A(ter %ggreg%te -%!-u!%tin we see th%t Vide-n -)es (rw%rd %nd "e-)es the
-)+%n#, whi-h +r'ides "est %(ter s%!es ser'i-e
I*& $h!3h C"8>a@ >r"5!#26 @"7 4h2 0264 a:42r 6a926 ;arra4@H
(i) Vide-n 6DE
(ii) BP1 GE
(iii) 1? 4=E
(i') S%)sung =3E
(') Fhir!+! DE
Vide-n is -hsen "# )st ( the +e+!e when %(ter s%!es w%rr%nt# is -n-erned.
S%)sung -)es se-nd, (!!wed "# 1?, Fhir!+! %nd BP1.
I10& D"26 4h2 r2>9a32 >ar46 ;"r= 2::!3!249@H
Yes 477E
N 7 E
A!! the +e+!e s%# th%t the re+!%-e +%rts wr$ e((i-ient!# %nd r%ther the# %!s
+r'ided the in(r)%tin th%t the re+!%-ed +%rt d h%'e s)e ti)e w%rr%nt# n it.
I11& $ha4 !6 4h2 a44!47#2 ": 4h2 3"8>9a!46 ha#92r 4";ar#6 @"7H
(a) Sensiti'e JE
(b) Indi((erent D6E
M%,rit# ( the +e+!e s%#s th%t %ttitude ( the -)+!%ints h%nd!er tw%rds the) is
indi((erent
48
I12& Ar2 @"7 6a4!6:!2# ;!4h 4h2 ;"r=8a6h!> >r"5!#2# 0@ ;h!3h ": 4h2 3"8>a@H
Vide-n > 3JE
Fhir!+! > 44 E
S%)sung > =DE
1? > DE
BP1 > 45E
M%,rit# ( the +e+!e s%tis(ied with the wr$)%nshi+ +r'ided "# Vide-n, S%)sung
gr%"s the se-nd +sitin.
I1+& D" @"7 :a32 a@ >r"0928 :r"8 ;h!3h ": 4h2 62r5!32 >r"5!#2r6H
Vide-n > 43E
Fhir!+! > 47 E
S%)sung > JE
1? > 33E
BP1 > 3CE
BP1 t+s the -h%rts when the +e+!e (%-e +r"!e) (r) their ser'i-e +r'iders. 1est
+r"!e) is (%-ed (r) the S%)sung ser'i-e +r'iders
I1,& $ha4 #" @"7 4h!= 4ha4 ;h!3h C"8>a@ ;!99 #"8!a42 4h2 "4h2r6 ! 4h2 3a62 ":
>r"#734 r29!a0!9!4@ !6 3"32r2#H JRa= a33"r#!<9@'
Vide-n > 45E
BP1 > =E
Fhir!+! > 4= E
1? > =JE
S%)sung > 65E
I1-& Ra= 4h2 029"; 824!"2# 3"8>a!26 a33"r#!<9@ 4" 4h2r2 !8a<2 ! 4h2
8ar=24H
Vide-n > =7E
S%)sung > 67E
1? > =JE
Fhir!+! > 4= E
BP1 > =E
Ag%in S%)sung d)in%te %!! its ri'%!s when i)%ge i( the -)+%n# in the )%r$et is
-n-erned. Vide-n gr%"s third +sitin.
49
CHAPTER NO -11
FINDINGS OF THE SURVEY
50
FINDINGS
P M%,rit# ( the tt%! ++u!%tin +re(er S9NY %s % "r%nd when "u#ing ( e!e-trni-
gds %re -n-erned %!! the +e+!e %re s%tis(ied with the +rdu-ts ( Vide-n.
P M%,rit# ( the +e+!e thin$s th%t the +rdu-t ( Vide-n "e%rs the !%test te-hn!g#
+rdu-ts.
P A!! the -)+%n#Bs de%!ers +r'ide +st s%!es ser'i-es t their -ust)ers.
P M%n# ( the -ust)ers %re nt h%++# with the +st s%!es ser'i-es +r'ided with their
de%!ers
P Mre th%n ne third ( the -ust)er s%#s there is n +r)+tness in s!'ing the
-)+!%ints. The# h%d t "e -h%sed nw %nd then (r (i@ing the +r"!e).
P 67E ( the -ust)er s%#s S%)sung h%'e the "est %(ter s%!es netwr$ here Vide-n
gr%"s se-nd +!%-e.
P Vide-n is the -)+%n# th%t +r'ides "est %(ter s%!es ser'i-es.
P Mst ( the +e+!e thin$ th%t Vide-n is the -)+%n# th%t +r'ides gd %(ter s%!es
w%rr%nt#.
P A!! the +e+!e s%# th%t the re+!%-e +%rts wr$ e((i-ient!# %s gd %s the rigin%! +%rts.
P M%,rit# ( the +e+!e s%#s th%t %ttitude ( the -)+!%ints h%nd!er tw%rds the) is
indi((erent.
P M%,rit# ( the +e+!e s%tis(ied with the wr$)%nshi+ +r'ided "# Vide-n, S%)sung
gr%"s the se-nd +sitin.
51
P 1est +r"!e) is (%-ed (r) the S%)sung ser'i-e +r'iders
P S%)sung D)in%tes when the -%se ( +rdu-t re!i%"i!it# is -n-erned
CHAPTER NO-12
RECOMMENDATIONS
52
RECOMMENDATIONS
Pr!32 &
0TVH 10D. : The +ri-es %re !itt!e "it higher %s +er %s there %re s)e uni2ue (e%tures "ut it
is 'er# di((i-u!t t -)+ete with huge gi%nts !i$e 1?, S%)sung, V!t%s et-. %re (und
tugher s)eti)es.
Sa926 Pr"8"4!"&-
Pr)tin S-he)es:
In-enti'es t the -ust)ers shu!d "e gi'en t %ttr%-t the), !i$e % (ree gi(t in the w%# (
-redit -%rds, inter -%rds, e@e-uti'e w%t-hesM )e)"ershi+ ( e@e-uti'e -!u"s, -%)er%,
)"i!e +hnes, et-. w%s +ur-h%se ( te!e'isin.
The unit wise in-enti'es -%n "e gi'en, !i$e wrth ( gi(ts shu!d "e in-re%sed de+ending
u+n the in-re%se in the nu)"er ( units +ur-h%sed. 8r e@%)+!es, (r +ur-h%se ( tw
%ir>-nditiners % +%ir ( R%# B%n Sun ?!%sses -%n "e gi'en, (r three r )re units, %
)usi- s#ste) -%n "e gi'en %nd !i$ewise (ree (reign turs n (i'e te!e'isins r )re.
/%nds)e Dis-unt r (ree gi(t n % ,int +ur-h%se ( te!e'isin, %udis r re(riger%trs
%!ng with % te!e'isin. -%n "e gi'en t the -ust)ers. It wi!! he!+ the -)+%n# t )%$e
the -ust)er tt%!!# Vide-n +rdu-ts riented, thus +%'ing w%# (r ther Vide-n
+rdu-ts in th%t huse.
The e@isting %-tu%! !#%! -ust)ers %re )ti'%ted thrugh +r)tin s-he)es, !i$e i( %n#
e@isting -ust)er he!+s in "ringing % de)%nd ( te!e'isin, heHshe -%n "e %w%rded "# %
gi(t te!e'isin, "eing % !u@ur# ser'i-e "%sed %nd -st!# +rdu-t, +e+!e gener%!!# dis-uss
with ther te!e'isin. users "e(re "u#ing. Thus their in'!'e)ent in "u#ing % "r%nd %nd
53
the +rdu-t is 'er# high. This gi(t wi!! "e !i$e (i@ed dis-unt in E (r "u#ing %n#
Vide-n Prdu-t n-e in % #e%r.
Interde%!er -)+etitins %re %!w%#s there, s there )ust "e restri-tinsH+unish)ent (r
nt t s%!e "e#nd the +int %nd "est de%!er %w%rd shu!d "e gi'en s it (urther )ti'%te
the de%!ers.
A#52r4!62824&
E!e-trni- Medi% h%s % 'er# e((e-ti'e re%-h in e%-h %nd e'er# +tenti%! huseh!d, "ut
Vide-n is nt using this )edi%. Vide-n )ust h%'e 'er# e((e-ti'e %nd %ttr%-ti'e T.V.
%nd r%di %d'ertise)ents, s th%t %!! the (%)i!# )e)"ers -%n "e %-2u%inted with the
s+e-i%! (e%tures ( Vide-n A.0.Bs.
This is ne-ess%r# "e-%use the de-isin ( +ur-h%sing %n# high in'!'e)ent +rdu-t h%s
the +re +ur-h%se -nsent ( %!! the (%)i!# )e)"ers.
Print Medi% h%s % wides+re%d re%-h t the -ust)ers %nd it )%$es % gd i)+%-t n the)
when the# re%d %d'ertise)ents in news+%+ers %nd )%g%Aines, s there )ust "e (re2uent
%d'ertise)ents in )%g%Aines %nd !-%! news+%+ers n -r+r%te !e'e!.
0)"ined Ads -nsisting ( n%)es %nd %ddresses ( %!! the de%!ers ( M%h%r%shtr%
shu!d "e gi'en, "e-%use +e+!e ( s)%!! twns h%'e % tenden-# t "u# the te!e'isin.
(r) "igger twns, in s+ite the e@isten-e ( de%!er in their wn twn.
The %d'ertise)ents shu!d "e ( "igger siAe %nd )re %ttr%-ti'e with s)e uni2ue
(e%tures. And %t !e%st ne -!r(u! %d'ertise)ent )ust "e gi'en in the news+%+er in %
)nth %t the ti)e ( se%sn.
C"4a34 B7!9#!< &
Vide-n )ust %rr%nge ti)e!# get>tgether (r "ui!ding -nt%-ts with higher ((i-i%!s (
the -r+r%te %nd g'ern)ent, whi-h wi!! he!+ in de'e!+ing %nd strengthening their
"r%nd !#%!t# tw%rds Vide-n.

54
CHAPTER NO-1+
CONCLUSION
55
CONCLUSION
R29a4!< 4" C764"82r6 &
4. M%n# -ust)ers d nt "e!ie'e th%t Vide-n is using the Rt%r# 0)+ressr (
su-h re+uted "r%nds !i$e M%tsushit%, Mitsu"ishi, /it%-hi O Tshi"% sin-e it is nt written
r +rinted n the -%rtn.
2. Fr2K723@ ": 6a926 64a:: ( Vide-n in Mu)"%i -it# is 2uite s%tis(%-tr# %s
-)+%red t +re'ius #e%rs t get )re %nd )re )%r$et shw (r) MN0Bs.
+. I7a9!4@ ": >r"#734 w%s %++re-i%ted n %n %'er%ge "# )%,rit# ( the -ust)ers
%nd de%!ers itBs % gre%t )i!e%ge %)ng MN0Bs.
6. A'%i!%"i!it# ( Prdu-t is gd. S di'ersi(i-%tin -h%n-es %re neg!igi"!e.
-. Pr!3!< ( 8!%t 0RT TVBs is 2uite -)+etiti'e "ut in -%se ( 10D TVsM it is 'er#
gd "e-%use the -)+etitr +ri-es %re 2uite higher.
J. Attr%-ti'eness ( S-he)es is n %n %'er%ge in Vide-n (r 0ust)ers. N" A.C.
a#6 %re there in )%g%Aines %nd 'er# (ew %re there in news+%+ers %t 1-%! r N%tin%!
!e'e!, %!thugh Vide-n Ads (r ther +rdu-ts %re 'er# (re2uent in N%tin%! r
Regin%! !e'e! +%+ers.
G. De)nstr%tin O Prdu-t in(r)%tin %re n %n %'er%ge in Vide-n (r
0ust)ers. There %re 52r@ :2; "r 3a 6a@ " h"ar#!<6 in Mu)"%i 0it#, the %"sen-e (
whi-h resu!ts in !ess )ti'%tin in de%!ers t rise their %4=3 s%!e.
). E?!64!< >r"#734 ra<2 in Vide-n is 2uite gd s the 0ust)ers h%'e % gd
s-+e ( -hi-e whi!e se!e-ting % +%rti-u!%r )de! with !%test (e%tures O %estheti-s.
56
D. The s#ste) ( A7a9 Ma!42a32 C"4ra34 JAMC' is %'er%ge in Vide-n.
47. The -redit (%-i!it# is %'er%ge in Vide-n.
A(ter s%!es ser'i-e is (und gd here s it in-re%ses "r%nd !#%!t#.
CHAPTERNO-1,
BIBLIOGRAPHY
57
BIBLIOGRAPHY
PPhi!i+ .t!er (r M%r$eting M%n%ge)ent
P NIS Stud# M%teri%! (r M%r$eting M%n%ge)ent
PNIS Stud# M%teri%! (r M%r$eting Rese%r-h
Pwww.'ide-n.-)
Pwww.#%h.-)
Pwww.gg!e.-.in
www.s-ri"d.-)
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