Chapter 1

CUSTOMER SATISFACTION

1.1INTRODUCTION:-

It is seen as a key performance indicator within business and is often part of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers expectations. Furthermore, when these ratings dip, they warn of problems that can affect sales and profitability. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective. Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget moteleven though its facilities and service would be deemed superior in absolute terms. The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or service exist. As such, many cell phone plan contracts have a lot of fine print with provisions that they would never get away if there were, say, a hundred cell phone plan providers, because customer satisfaction would be way too low, and customers would easily have the option of leaving for a better contract offer. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

1.2 DEFINATION:Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is

defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

1.3 IMPORTANCE OF CUSTOMER SATISFACTION:The importance of customer satisfaction is apparent when you realize that, without customers, you don't have a business. A single unsatisfied customer can send more business away from your company than 10 satisfied customers. The more you focus on customer retention and customer support, the more long-term business you'll get. It's worth it to focus on customer satisfaction strategies, no matter how large or small your company is.

1.4 PURPOSE OF CUSTOMER SATISFACTION:Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer satisfaction data are among the most frequently collected indicators of market perceptions. Their principal use is twofold[

Within organizations, the collection, analysis and dissemination of these data send a message about the importance of tending to customers and ensuring that they have a positive experience with the companys goods and services Although sales or market share can indicate how well a firm is performing currently, satisfaction is an indicator of how likely it is that the firms customers will make further purchases in the future. Much research has focused on the relationship between customer satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly realized at the extremes. On a five-point scale, individuals who rate their satisfaction level as 5 are likely to become return customers and might even evangelize for the firm. (A second important metric related to satisfaction is willingness to recommend. This metric is defined as "The percentage of surveyed customers who indicate that they would recommend a brand to friends." When a customer is satisfied with a product, he or she might recommend it to friends, relatives and colleagues. This can be a powerful marketing advantage.) Individuals who rate their satisfaction level as 1, by contrast, are unlikely to return. Further, they can hurt the firm by making negative comments about it to prospective customers. Willingness to recommend is a key metric relating to customer satisfaction.

Chapter 2

COMPANY PROFILE

2.1 BRIF INTRODUCTION OF HINDUSTAN DORR OLIVER LTD (HDO)

2.1.1 ABOUT HDO:HINDUSTAN DORR OLIVER is leader in the industrial EPC market. It has been providing state-of-art technology solutions to its clients for about 7 decades now. We have come a long way from our humble beginnings as supplier of proprietary solid-liquid separation equipment to being a major Engineering EPC player, assimilating new technologies and providing the best, most cost

effective and integrated turnkey solutions. We have a pan India presence, with offices in every major city in India - Mumbai, Bangalore, Chennai, Kolkota, Delhi and Ahmedabad HINDUSTAN DORR OLIVER is leader in the industrial EPC market. It has been providing state-of-art technology solutions to its clients for about 7 decades now. We have come a long way from our humble beginnings as supplier of proprietary solid-liquid separation equipment to being a major Engineering EPC player, assimilating new technologies and providing the best, most cost effective and integrated turnkey solutions. We have a pan India presence, with offices in every major city in India - Mumbai, Bangalore, Chennai, Kolkota, Delhi and Ahmedabad. HINDUSTAN DORR OLIVER is leader in the industrial EPC market. It has been providing state-of-art technology solutions to its clients for about 7 decades now. We have come a long way from our humble beginnings as supplier of proprietary solid-liquid separation equipment to being a major Engineering EPC player, assimilating new technologies and providing the best, most cost effective and integrated turnkey solutions. We have a pan India presence, with offices in every major city in India - Mumbai, Bangalore, Chennai, Kolkota, Delhi and Ahmedabad. Our wholly owned Engineering Services arm, HDO Technologies, provides complete range of engineering services in-house, enabling us to have control over delivery time and quality. Our manufacturing facility at Vatva, Ahmedabad manufactures pressure vessels, heat exchangers, storage tanks and other proprietary solid-liquid separation equipments like filters, classifiers, thickeners, clarifiers etc. We are recognized amongst the top ten manufacturers of pressure vessels and Heat Exchangers in India by firms like EIL, PDIL etc. HDO has been involved in major industrial projects in areas of Mining and Minerals, Water and Wastewater, Fertilizers and Chemicals and Pulp and Paper. We have done water management and effluent treatment for all major refineries in India in the past five years. We have an excellent presence in Uranium ore processing from supplying equipment to the first uranium mill in Jagududa to now providing the complete uranium ore processing plant at Tummalapalle in Andhra Pradesh. We have excellent presence in Alumina refineries working on all new Greenfield projects in the last five years. Ninety percents of phosphatic fertilizer plants were installed by

HDO. We have the capability of providing the entire pulp mill. Our focus on quality and excellent project execution skills have brought us repeat business from our clients sometimes on purely nomination basis. We are a publically listed company with 55% of stock held by our parent company IVRCL Infrastructures and Projects Limited, 25% held by Foreign Institutional Investors and the rest by other investors. We are a professionally managed firm with prominent figures from various industriesiourBoard. HDOhas a talented workforce of about 1,300 people of which more than ninety percent are engineers or hold an equivalent degree. At any given point we have about 30 active sites at various stages of completion and manage over 14,000 site labour force at various project location. HDO has obtained international certifications for Quality,Safety and Environment Management Systems. Our manufacturing facility follows international codes and standards and employs world reputed third party inspection agency.Its has been committed to maintaining the highest standards of Health, Safety and Environment and has a separate HSE team dedicated to this task. We are proud to be India's partner in developing some of the world's most modern industry infrastructure. Our strength remains our people - highly qualified, professional, passionate and dedicated towards our company's growth.

Commercial Details

Name of the Company

: HINDUSTAN DORR-OLIVER LIMITED.

Group Executive Director Factory Location

: M/s. IVRCL Infrastructures and Projects Ltd. : Mr. S. C. Sekaran : 8 Kms from Ahmedabad Railway Station & 22 Kms from Ahmedabad Airport 5/1/2 GIDC Vatva, Ahmedabad 382 445 VATVA (Gujarat). India.

Telephone Fax E-mail Name & Address of Banker

: 079-5830591-594 :079-5833286 : saketbhatt@hdo.in, saurinpatel@hdo.in, : Bank of India, Vatva Industrial Estate Branch, Ahmedabad 382-445

Registration/License No. TIN No. Central Excise No. PAN No. Service Tax Registration No TCS No. P.F. Registration No. Factory Registration No. E. S. I. Registration No.

: 98676 : 24075600867 : AAACH0964 P XM 001 : AHMH00223G : 1100 : AHMH00223G :GJ/10300 :98676 : 37/14339/67

How HDO was born?

The seeds of Dorr-Oliver Inc., in USA were sown at the turn of the 20th century by two entrepreneurs Dr. J.V. Dorr and E.L. Oliver who were both working in the gold fields of N. Dakota and California respectively and developed equipment solutions for the mining industry. Eventually, they got together to form Dorr-Oliver; a name synonymous with thickeners and filters. Dorr-Oliver entered the Indian market through sale of their rake classifier to Kolar Gold company in 1942. After becoming a public limited company in India and passing many hands, HDO was

finally bought over by IVRCL Infrastructures Projects in 2005. From here it transformed itself from a reputed equipment manufacturer to a successful EPC company. Today HDO is one of the most preferred EPC companies in Water & Wastewater Management, Mineral Beneficiation, Fertilizers and Pulp & Paper industry.

Introduction
HDO Works at Vatva started in the year 1977. Our spacious factory is located in Vatva Industrial Area of Ahmedabad off- National Highway No.8. The gigantic Plot 48906 Sq. Meter and the factory area under EOT Cranes are 15000 sq. meters. The facility is licensed 4800 MT capacity. HDO Manufacturing Works is U, U2, S, R Stamp Certified shop, apart from this ISO 9001:200, IMS 14001 & OHSAS 18001-2007 are feathers to our cap.. Hindustan Dorr Oliver Limited (HDO) is an Indian EPC company having its activities in providing Engineered Solutions, technologies and EPC installation Solid Separation. Hindustan Dorr-Oliver Limited has a new face. HDO is now a wholly owned subsidiary of M/s. IVRCL Infrastructures and Projects Ltd., who are one of the lead infrastructure industry, having core business focus on total Water Management pumping, conveyance, treatment and distribution, national highways, road hydro-electric projects, power distribution, desalination, etc. IVRCL is having many projects on BOOT basis for various Government Departments of India, HDO has over decades established a unique track record and position as dynamic, totally reliable and component-engineering company, having a superior technology to emerge among leading process equipment engineering companies in India. Today, with every conceivable engineering skill at its disposal, HDO is endless endeavor to upgrade, modify, adapt and invent products, technologies to design, construct, install, erect and commission systems EPC basis. HDO aims to be a world-class Organization with a clear headway, Consistent quality, Low Cost, On Time delivery. We will focus on adding value at all points of interaction with each of internal and external. For this, we redefine standards in responsiveness, excellence in process and

application of world-class technologies that ensure zero defect output Quality improvement is the job of every HDO employee. HDO has a separate team of engineers employed for knowledge process activities. The team has its own marketing setup to get engineering outsource both from domestic and international clients.HDO has been approved by all the leading consultants in India and engineering capabilities in terms of mechanical and piping design, erection, instrumentation, civil and structural works. More than 150 engineers are doing complete basic and detailed engineering activities in various disciplines. HDO works is complete with its own power generating sets. The material handling equipments consists of our own make. Roll Bending Machine, Plate Shearing Machines, Air Plasma Welding Machine, CNC Plate Cutting Machines and Gas Cutting Machine. We have fabrication equipment Flanging Lathe, Drum Lathe, Three-Roll Plate BendingMachines and Vertical Turning Machines. We have welding equipment like submerged Arc Welding Machines, Transformers Rectifiers, MIG Welding Machines, Plasma cum TIG Welding Machines. For handling material equipment we have E.O.T Cranes of different capacity & escorts make Mobile Crane of 3 MT capacity. Our Machine-Shop also has Horizontal Boring Machines; TOS (Czechoslovakia) make Gear Hobbing machine, Portable Boring Machines, CNC drilling machine and Radial Drilling Machines & Vertical Turning Lathe machine. We have quality Control Dept. and testing equipments which are always on go for better quality standards & reviewed quarterly.

Quality Policy
The HINDUSTAN DORR-OLIVER LIMITED is one of the leading Engineering Companies manufacturing process equipments for Refinery, Chemicals, Petrochemicals, Pharmaceuticals, Fertilizers, Paper, Power generation Drugs and allied industries. Attainment of the highest standard of quality and enhancement of customer satisfaction has been the corporate philosophy. In line with corporate philosophy, we reaffirm our commitment for providing reliable quality product and services through: Understanding and fulfilling customers requirements Use of prime quality raw materials Defined process control at each stage of manufacturing

 Meeting national and international standards defined by customers Training and motivating employees Professional approach Implementation of international quality management system standards We are determined to win patronage of our discerning customers, suppliers and employees with long lasting relationship.

Vision
Our aspiration is to become a leading creator of Shareholder Value in the Engineering Industry. To achieve this, we will use the ENERGY of our people, develop and implement LEADING EDGE technologies and draw on both to deliver EFFECTIVE solutions to our customers.

Mission
Consistently outperform expectations and deliver superior value to both our Customers and Stakeholders. To achieve this, we will ENERGISE our people with a positive culture that rewards INNOVATION, breeds INITIATIVE and encourages INTELLIGENT risk taking.

COMPANY VIEW

Entrance View

Fabrication Shop

4th & 5th Fabrication Shop

Machine Shop

CNC Drilling Machine

2.1.2 Statutory Approvals: ASME U, U2, S, R Stamp with site work approval Indian Boiler Regulations (IBR) Chief Controller of Explosives (CCOE) National Board

2.1.3 Inspection Agencies working with us: Lloyds Register Asia (LRA) Bureau Veritas (BV) RWTUV Engineers India Limited(EIL) Certification of Engineers India Ltd(CEIL Chief Inspector of Boilers & Smoke Nuisances Chief Controller of Explosives, Nagpur (CCOE) Bax Counsel Indian Boiler Regulations(IBR) Linde Process India Pvt. Ltd (LPTI) SGS India Pvt. Ltd.

2.1.4 RESOURCES FOR DESIGN & ENGINEERING: Software

PVElite Microprotol HTRI Code Calc AutoCAD 2000 (16 Computers)

Codes & Standards

American Society Mechanical Engineers (ASME) American Society of Testing Materials (ASTM) Tubular Exchanger Manufacturers Association (TEMA) (ANSI) (AWS) Indian Standard (IS)

 Indian Boiler Regulations (IBR) PD 5500 SMPV RULES (For Explosive Applications) GAS CYLINDER RULES (For Explosive Application) API 66 HEI

2.1.5 MANUFACTURING & TESTING FACILITIES: Cutting-bending and formatting facilitiess Tube expansion machines Machining and drilling

Welding machines Handling CNC Machines Testing Heat treatment Utilities Fabrication facilities 2 New bays (size: 21m wide X 100m long X 15m height) with lifting capacity 200 MT/Each. 2 New Radiography pit to handle cobalt sources. 3 Heat treatment furnace under planning. (6 x 6 x 18) meters. 4 Orbital welding machine for tube to tube sheet join. 5 Strip Cladding Facility 6 Clean room facility. 7 Cobalt Radiography

2.2 BUSINESS DIVISION:Business Divisions

Engineering, Procurement & Construction (EPC)

Manufacturing

Knowledge Process Outsourcing (KPO)

Mineral Processing & Beneficiation Environment Fertilizers & Chemicals Pulp & Paper

Heat Exchangers & Pressure Vessel Proprietary Equipments

Design & Engineering Outsourcing

2.3 MANAGEMENT TEAM AND OFFICES OF HDO :2.3.1 MANAGEMANT TEAM

Mr. Prabhakar Ram Tripati Mr. E Sudhir Reddy Mr. E Sunil Reddy Mr. S C Sekaran Mr. R Balarami Reddy

:Chairman :Vice Chairman :Managing Director :Executive Director : Director

Mr. T N Chaturvedi Mr. M L Majumdar Mr. Shiv Dayal Kapoor

:Director :Director :Director

3.2

CORPORATE OFFICES

Head Office : Mumbai Manufacturing Facility : Ahmedabad Branch Offices : Delhi Chennai Kolkata Local site offices wherever projects are under execution

HDO Technologies Ltd. (subsidiary of HDOL), Bangaluru & Hyderabad

2.3.3 CORPORATE GOVERNANCE: Company's Philosophy on Corporate Governance

Hindustan Dorr-Oliver Limited is committed to corporate transparency and lays emphasis on business ethics in all its dealings. The Company believes in meeting its obligations to all its

stakeholders, including amongst others, shareholders, customers, employees and the community in which the Company operates. The Company's existing practices and polices are in conformity with the requirements stipulated by Stock Exchanges and SEBI and has gone well beyond simple statutory compliance by instituting such systems and procedures as are required to make the management completely transparent and institutionally sound.
Committees of Directors under Corporate Governance Code

Audit Committee

1. Composition Mr. S. D. Kapoor, Chairman (Independent Director) Mr. Prabhakar Ram Tripathi, Member (Independent Director) Mr. R. Balarami Reddy, Member(Non-Executive Director Mr. T.N. Chaturvedi, Member(Independent Director)

2. Compensation Committee Mr. Prabhakar Ram Tripathi, Chairman (Independent Director) Mr. T. N. Chaturvedi, Member (Independent Director) Mr. R. Balarami Reddy, Member(Non-Executive Director

3. Shareholders/Investors' Grievance Committee

2.4

Mr. P. R. Tripathi, Chairman (Independent Director) Mr. E. Sudhir Reddy, Member Mr. S. C. Sekaran, Member

ORGANISATIONAL CHART:-

Executive Director
Chief Operating Officer

General Manager Heat Exchanger/Pressure Vessel Div.

VP Operation (Works)

Head QA / QC (Corporate)

Marketing & Estimation

Design & Engineering

Planning

VP Associate

HOD QA/QC (Factory)

Inspector

Maint. & Project

HOD Materials

HOD Finance

HOD Production

Machine Shop In-charge

Bay Managers

2.5 ESTEEM CLIENTS : Consultants: Engineers India Limited (EIL) Project & Development India Limited, Noida (PDIL) Jacob Engineering UHDE India Limited Tecnimont ICB India Limited Chemtex Engineering Limited Toyo Engineering India Ltd.

 Linde Engineering Ltd. Samsung Engineering India Ltd. Lurgi India Ltd. Air Products Plc. (UK) Aker Kvaerner Power gas India Ltd Projects & Development India Limited Saipem India, Chennai Technip KT India, Noida LSTK Contractors: Larsen & Toubro Ltd. Punj Lloyds Ltd. Dodsal Ltd. GEA Process System Pvt. Ltd Belco Tech. Corporation Samsung Engg. Ltd. MECON Nicco Corporation Ltd. Daelim Jacob Engineering Linde Engineering Ltd. Offshore Industrial Construction Pvt. Ltd Refineries: Indian Oil Corporation Ltd., Vadodara Indian Oil Corporation Ltd., Panipat Indian Oil Corporation Ltd., Barauni Indian Oil Corporation Ltd., Digboi Indian Oil Corporation Ltd., Guwahati Indian Oil Corporation Ltd., Haldia Indian Oil Corporation Ltd., Mathura Indian Oil Corporation Ltd., Paradip Hindustan Petroleum Corporation Ltd., Mumbai Hindustan Petroleum Corporation Ltd., Vizag

 Bharat Petroleum Corporation Ltd., Mumbai Reliance Industries Ltd., Jamangar ESSAR Oil Ltd., Jamnagar Mangalore Refinery & Petrochemicals Ltd., Manglore Chennai Petroleum & Corporation Ltd., Chennai Kochi Refinery Ltd., Kochi Nagarjuna Oil Corporation Limited, Cuddulur Numaligarh Refinery Ltd., Assam Petrochemicals: Indian Petrochemicals Ltd. Reliance Industries Ltd. Narmada Chematur Petrochemicals Ltd. Andhra Petrochemicals Ltd. Haldia Petrochemicals Ltd. Gas Authority of India Limited, ONGC Petro Addition Limited, Dahej Brahmputra Cracker & Petrochemical Ltd., Indian Oil Corporation Ltd., Panipat (Petrochemical Project)

Oil & Gas: ONGC India Cairn Energy India GSPC Fertilizers: Gujarat State Fertilizer Corporation, Vadodara Gujarat Narmada Valley Fertilizer Company, Bharuch Rashtriya Chemicals & Fertilizers Ltd., Chembur Rashtriya Chemicals & Fertilizers Ltd., Thal Indian Farmers Fertilizer Co-operative Ltd., Aonla Indian Farmers Fertilizer Co-operative Ltd., Kalol Indian Farmers Fertilizer Co-operative Ltd., Phulpur

 Indian Farmers Fertilizer Co-operative Ltd., Kandla Krishak Bharti Co-Operative Ltd., Hazira Manglore fertilizers & Chemicals Ltd., Manglore National Fertilizer Ltd., Bhatinda National Fertilizer Ltd., Panipat National Fertilizer Ltd., Nangal National Fertilizer Ltd., Vijaipur Metals: Hindustan Zinc Limited Steel Authority of India Ltd. The Kerala Minerals & Metals Ltd. Hindalco Industries Limited (Aluminum Plants) Hindalco Industries Limited (Birla Copper) Power Plant (Thermal & Nuclear): Nuclear Power Corporation Of India Ltd. Bhabha Atomic Research Corporation Bhavini Thermax, Pune Plant & Package Manufacturers: Linde Engineering Ltd. British Oxygen Co. Dresser Rand (India) Ltd. Kirloskar Pneumatic Co. Ltd.

2.6 BUSINESS PERFORMANCE INTO NUMBERS:YEARS 2006-07 2007-08 2008-09 2009-10 SALES(IN CRORES) 1200 3750 4500 6500

2010-11

10500

Chapter 3

PROTFOLIO OF PRODUCT

3.1 PRODUCT RANGE: Heat Exchangers & Pressure Vessels Division : Pressure Vessels Tanks, Spheres, Reactors, Columns, Storage Tanks Heat Exchangers Proprietary Equipment : Horizontal Pan Filters Screw Classifiers / Rake Classifiers / Clarifiers/ Clarifloculators Kelly Filters Red Mud Component Filters Precoat Drum Filters Rotary vacuum Drum Filters Brown Stock Washers Bleach Washers Digester System for Pulp and Paper Plants Drier, Cooler, Granulator and Pulverizer for NPK and DAP Fertilizer plants

3.1.1 PRESSURE VESSELS:-

Vessels, tanks, and pipelines that carry, store, or receive fluids are called pressure vessels. A pressure vessel is defined as a container with a pressure differential between inside and outside. The inside pressure is usually higher than the outside, except for some isolated situations. The fluid inside the vessel may undergo a change in state as in the case of steam boilers, or may combine with other reagents as in the case of a chemical reactor. Pressure vessels often have a combination of high pressures together with high temperatures, and in some cases flammable fluids or highly radioactive materials. Because of such hazards it is imperative that the design be such that no leakage can occur. In addition these vessels have to be designed carefully to cope with the operating temperature and pressure. It should be borne in mind that the rupture of a pressure vessel has a potential to cause extensive physical injury and property damage. Plant safety and integrity are of fundamental concern in pressure vessel design. Pressure vessels are used in a number of industries; for example, the power generation industry for fossil and nuclear power, the petrochemical industry for storing and processing crude petroleum oil in tank farms as well as storing gasoline in service stations, and the chemical industry (in chemical reactors) to name but a few. Their use has expanded throughout the world. Pressure vessels and tanks are, in fact, essential to the chemical, petroleum, petrochemical and nuclear industries. It is in this class of equipment that the reactions, separations, and storage of raw materials occur. Generally speaking, pressurized equipment is required for a wide range of industrial plant for storage and manufacturing purposes.

Major Pressure Vessels supplied by HDOL to various customers :

Client : Equipment : Size : Weight :

Bharat Oman Refineries Ltd., Bina, MP HP Air Receiver 4.5 m Dia. x 17.8 m Lg. 140 MT

Client : Equipment : Size : Weight :

ONGC, Hazira, Gujarat LPG Drier 3 m Dia. x 12.5 m Lg. 111 MT

Client : Equipment : Size : Weight :

Hindustan Petroleum Ltd., Mumbai Air Surge Drum 25 m Dia. x 15 m Lg. MT

Client : Equipment : Size : Weight :

Bharat Oman Refineries Ltd., Bina, MP Flare KO Drum 5 m Dia. x 17.4 m Lg. 51.5 MT

Client : Equipment : Size : Weight :

Hindalco Industries Ltd., Renukoot, UP Pressure Decanter 6.5 m Dia. x 20 m Lg. 160 MT Fabricated at site

3.1.2 Heat Exchangers:Heat exchangers transfer heat from a hot fluid to a colder fluid through the combined mechanisms of conduction and forced convection. In most heat exchangers, a metal wall separates the two fluids. All heat exchangers are similar in their principle of operation; however, heat exchangers may differ in the specific fluids that are used in the heat transfer process, the layout of the metal tubes, and the configuration of the enclosure. Main types of heat exchangers : Shell-and-tube heat exchangers Air-cooled heat exchangers Double-pipe heat exchangers Plate-and-frame heat exchangers At present HDOL manufactures, Shell and Tube heat exchangers only. However, HDOL opt for new products viz. Air cooled heat exchangers and Plate & Frame heat exchangers. In shell-andtube heat exchangers, one fluid, known as the "tube side" fluid, flows inside a set of parallel tubes known as the "tube bundle." These tubes are enclosed within a metal shell. The other fluid, known

as the "shell side" fluid, flows inside the shell but over the outside of the tubes. Both the metal shell and the tubes are pressurized, and they must withstand the specified design pressures during the intended lifetime of the equipment.

Major Heat Exchangers supplied by HDOL to various customers :

Client : Alaqua Inc, USA Item : Evaporator Weight : 32 MT

Client : Rashtriya Chemicals & Fertilizers Ltd. Item : TAIL Gas Preheater Weight : 25 MT

Client : Reliance Industries Ltd., Jamnagar Item : Tube Bundle Weight : 36 MT

Client : Numaligarh Refinery Ltd., Assam Item : Trim Cooler Weight : 54 MT

Client : Indian Oil Corporation Ltd., Panipat Item : LVGO Crude Exchanger Weight : 29.5 MT

3.2 GENRAL DETAILS:MAJOR PRESSURE VESSEL PARTS: Shell, Heads, Saddle/Skirt/Leg/Bracket Support, Process Connections, Internals etc. MAJOR HEAT EXCHANGER PARTS: Shell, Heads, Tubes and Tube sheets, Std. & Non Std. Forgings, Cover, Baffles, Saddle/Skirt/Bracket Support, Process Connections etc. MAJOR RAW MATERIAL FORMS: Plates, Std. & Non Std. Forgings, Pipes, Fittings, Fasteners, Gaskets etc. MAJOR RAW MATERIAL : Carbon Steel, Stainless Steel, Low Alloy Steel, Non-Ferrous Material (Ni based alloys, Cu-Ni, Brass, Inconel, Incoloy etc.), Special Metals like Titanium, Zirconium etc. CRITICAL PARAMETERS :

Orientation : Horizontal / Vertical Design & Operating Conditions

Depend on application Depend on application, Various Loads applicable on equipment Depend on service, design conditions, life expected, Cost Depend on application, Location & Space, transportability, Cost Depend on material, size, design conditions

Material Selection

Size

Strength Calculations

ACTUAL DIMENSIONS PERFORMED : Diameter : 7100 mm Height/Length : 36000 mm Thickness : 92 mm Weight : 160 MT

PRESSURE VESSELS / COLUMNS:

HEAT EXCHANGERS:

Tube sheet Thickness : 240 mm Tube OD x Length : 38.1 mm x 12000 mm

Weight : 50 MT

PARAMETERS CONSIDERED FOR ORDER PLACEMENT BY CLIENTS : Plate Bending Capacity Weight Lifting Capacity Hydrotesting Facility For shell rolling For size (Dia. & Length) & Weight For high pressure equipment

Welding Capability Drilling & Machining Facility Workshop Layout Current Workload

For different material For tube sheet drilling and machining of other components To check suitability of transportation & movement To ensure availability of spare capacity for execution of order

Also, financial condition of the company is ensured for successful execution of order.

Chapter 4

MANUFACTURING PROCESS

4.1 Pre-Order Activities : a. Enquiry Generation Marketing Efforts Registration for various products Enlistment in Vendor List (Client & Project wise) b. Enquiry Receipt Tenders Online tender download from e-tendering web-sites Non-Tender type enquiries (through e-mails, courier) c. Reviewing Tender Documents d. Discussion with various departments for specific requirements, if any e. Enquiry for raw materials for competitive pricing

f. Tender/Offer Submission (through Post/Courier/E-mail/e-tendering) g. Order Receipt through Negotiation / L1 basis / Reverse Auction 4.2 Pre-Manufacturing Activities : a. Receipt of Order Contract Review w.r.t. pre-order commitments Issue of work order to various department with necessary documents Kick off Meeting to discuss criticality of equipment, setting up mile stone for various activities keeping in view of delivery conditions as per order b. Design and detail Engineering Design and Detailed Fabrication Drawing preparation Preparation of technical delivery condition of raw material Submission of drawings to client/TP for approval and clearing of drawing till final approval from client/TP

c. Planning Preparation of PERT and Barchart Production Plan based on 3 months planning keeping in view of delivery date and availability of raw material Preparation of Workload chart for each fabrication shop and machineries d. Production Engineering. Design of Jigs and Fixture Method improvement Tooling . Automation and mechanization of various production related activities e. Welding Engineering Qualification of new procedures for the future material Qualification of welding procedure for the order

 Welder qualification Maintain Qualification record of welders Training of welders for new processes Maintain record of all welding procedures Analysis of weld repairs and taking corrective action f. Material Management (Procurement) Procure material for manufacturing in a sequence as required by Planning Control on inventory of raw material and components Procurement of plant and machinery Ensure that the material cost is within the estimate Provide material prices to proposal engineering during estimate

4.3 Manufacturing Activities : a. Micro Planning Planning activities for 2 weeks Check availability of raw material Planning for activities like X-ray, Rolling, Crane, Welding Equipment b. Production Material Identification, Marking & Cutting Rolling Fit-up, Welding Radiography Assembly Heat Treatment Sand/Shot Blasting and Painting c. Quality Control

 Preparation of welding and testing plan QAP Certify TDC for material to be procured Inspection of material as per TDC Coordination with third party inspection Quality check for various manufacturing activities d. Dispatch Route Survey and Transporter finalization Ensure pre-despatch requirement of customer

Chapter 5

COMPANY ANALYSIS

5.1 SWOT ANALYSIS (HDOL) :

Strengths Part of a bigger infrastructure company (IVRCL) Key facilities and machineries available Experienced Manpower Accreditation & Certifications SAP implemented Good tie-up with suppliers for support Prime Location for Mfg. Network across the Country Full support from Management Capability to carry out site jobs Weaknesses Insufficient enlistment with some PMC / LSTK / Clients / Consultants / Project Specific Vendor List Past failures and insecure clientele due to the same Weak past track record for higher metallurgy Lack of high end technology in the core product range

 Slow execution and high over head compared to same size / turn over Companies Facilities like dished end mfg. & testing lab is not available Unexplored Export Market Opportunities Recession is over New Projects in Oil & Gas Sector and Petrochemicals Good Market rapport due to successful and timely execution of orders Heavy investments in Nuclear Power Strategic long term collaboration with (foreign) technology partners Export Market Threats Easy market entry for competition Stiff competition for low value items Late action could leave company behind in new / emerging areas Loss of key staff Competition from Chinese & Korean Suppliers Margin squeeze

Chapter 6 RESEARCH METHODOLOGY