106536588 a project report on customer satisfaction level at kirloskar ltd

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CONTENTS Sl no Titles Page no 1. Executive summary 1 2. Introduction 2 3. Industry profile 3-4 4. Company profile 5-12 5. About Kirloskar Company 13-33 6. Need for the study 34 7. Objectives of the study 35 8. Research Methodology 35-36 9. Analysis and Interpretation 37-52 10. Hypothesis 53-55 11. Cross Tabulation 56 12. Findings 57 13. Suggestion 58 14. Conclusion 59 15. Bibliography 60 16. Questionnaire 61-63 Babasabpatilfreepptmba.com Page 1

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Page 1: 106536588 a Project Report on Customer Satisfaction Level at Kirloskar Ltd

CONTENTS

Sl no Titles Page no

1. Executive summary 1

2. Introduction 2

3. Industry profile 3-4

4. Company profile 5-12

5. About Kirloskar Company 13-33

6. Need for the study 34

7. Objectives of the study 35

8. Research Methodology 35-36

9. Analysis and Interpretation 37-52

10. Hypothesis 53-55

11. Cross Tabulation 56

12. Findings 57

13. Suggestion 58

14. Conclusion 59

15. Bibliography 60

16. Questionnaire 61-63

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Executive Summary

Executive summary

The research title to study the “Customer satisfaction level at kirloskar ferrous industries” At

KIRLOSKAR FERROUS INDUSTRIES LTD helps to identify the customer satisfaction of KFIL

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(PIG IRON) products on consumers. The reasons for selecting this as project title are to know the

attitude of the customers towards KFIL products, to identify the impact and so understanding the

customer’s satisfaction is a very difficult and vital task for the organization towards KFIL

products.

Today’s competitive scenario understanding customer satisfaction has been receiving increasingly

importance and it has become one of the most important tasks for the successful organization.

By this study I come to know how industrial buying behavior and the customers satisfaction levels

towards the KIRLOSKAR (PIG IRON) product. And also I came to know the customer

satisfaction is the very important towards the company product customers are the back bone of

the company and while preparing the product the company should have to maintain quality,

quantity pricing and in time is the most important to the company. The company should aware of

this element. It also helps the elements which help the company to create the awareness and build

image of the company and it will increases maximum sales of the Kirloskar products are like

engine body, pig iron, DG(diesel generator) etc… . This study also helps to know the company

satisfaction level towards customers and I come to know what are the strategies implementing for

improving sales and the company maintaining quality &quantity, and sufficient price of the

product to the customers

And I also studied about ORGANISATION of KFIL (KIRLOSKAR FERROUS

INDUSTRIES LTD). So in that I studied every department of the administration how they

maintain organization, their work and they are responding quickly to customers their top level

peoples in the administration

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INTRODUCTION

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INTRODUCTION

“ORGANIZATION”, as the name suggests it is an organized system or body of people. To

understand the function of any organization practically there is a need to come out of the

theoretical study and to have a look on the real organization to analyze and compare the theory

with the practical. This could be achieved only when one will go through the real practical

experience.

Organization study helps to know the real picture of the organization, its function, its

policies, procedures, methods and more over to understand whether our theoretical aspects are

really implemented by any company or not. Organizational study helps to learn the new methods,

technology used by the company. It enhances the knowledge about the company and its

competitors and the technique /strategies adopted by them to meet there competition. Overall it

helps in knowing learning and to study any organization closely.

And along with this I studied Customer satisfaction with kirloskar products most of the

thing I came to know while done the project and customers are very important as we it is the

main aspect of the company. The customers are back bone of the company the companies people

should aware while before they survive product to the customers

By this project I come to know the customer should satisfy with products and we should

provide quality and good service to customers. If the company follow

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INDUSTRY PROFILE

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INDUSTRY PROFILE :

India is gifted with large quantity of Iron ore with a high ferrous content, which is the crucial

raw material for producing the steel. Hence India is one of the largest producers of steel in the

world.

With the help of liberalization, globalization of economy in the process. There is a

significant scope for economic development, which means there will be focus on the

infrastructure. This will be focus on the infrastructure. This will lead to considerable demand for

steel. As it’s main applications are in the construction, engineering and automobile sectors, which

are key elements in building the infrastructure steel in universal intermediate and ahs very strong

forward end backward linkages hence steel industry has become one of the core sector of the

economy.

Though India is one of the largest steel producers. It has a very low percepts consumption of steel

in comparison with other developing and developed countries. As demand for steel is one the rise

we can expect good rise in the consumption.

India is fortunate in having intensive iron ore deposits with reserves estimated at 10.3

billions which is more than 1/4th of the world’s reserves. Further the average iron ore content of

Indian ore is above 60% in India, the iron ore reserves are mainly found in the states Orissa,

Karnataka, Bihar, Madhya Pradesh, Goa, Andhra Pradesh, Rajasthan and some parts of western

Maharashtra.

The steel industry has harvested to the bitter fruit of this excessive optimism in the firm of

overextended capacities throughout the world. Steel is not without lots of company in that regard.

Another important influence on steel intensity is the replacement of steel by other

materials. Calculating that portion of the reduction in the specific consumption of the steel that is

due to the use of other materials is extremely difficult.

However, estimates made by the International Iron and steel Institute would seem to

indicate that for all of the Western industrialized countries the rate of substitution of materials

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such as plastics, aluminum, glass and timber for steel is presently standing at between 2 and 5

percent of steel consumption.

Earlier to the Government liberalization and de – licensing policies in 1991–92,

there was manly two Pig Iron produces in the Indian market; the two Pig Iron producers were

TISCO and SAIL. They used to produce basic grade Pig Iron which contains less silicon content

when conversion to foundry grade Pig Iron. So when this is to be used by the foundries they have

and Ferro silicon for the conversion to

foundry grade also the availability quantity of Pig Iron to the foundries was very much limited

because only of ISCO and SAIL were looking after all the foundries in India.

After the liberalization and de-licensing policies of government and private sectors

showed keen interest in the Pig Iron manufacturing units that to in the production of foundry

grade Pig Iron, TATA group in collaboration with Korf Brazil started supplying mini blast

furnace of 250 cubic meters. When blast furnaces were available, many private sectors started.

Producing Pig Iron among them, Sese, Goa, Usha Ispat, Sisco (Southern Iron and Steel Co. ltd).

Uni Metal,

Meco, Lanco, Sathavana, Kirloskar are main. These all Pig Iron producers started producing

mainly foundry grade Pig Iron.

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COMPANY PROFILE

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COMPANY PROFILE

COMPANY PROFILE AT A GLANCE.

Name of the Organization : KFIL

Year of Establishment : 1992

Address : KFILNH-13, Koppal - Hospet Road,Near Hitnal, Bevinahalli,Koppal – District.

Product Range : Manufacturing of Pig Iron in 3 Different Grades. Foundry Grade & Castings S.G. Grade Basic Grade & Castings

Branches : 27 Branches in all over India

Constitution : Wholly owned by “Laxman Rao Kirloskar”.

Total Investment : 240 Crores initially

Trade Mark : “KIRLOSKAR”

Capacity of the Unit : 3, 00,000 tones per year.

Infrastructure facility : Following Own land about 200 acres Plant & machinery worth Rs. 1433.118 Million Iron ore available within 20 Kms.

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COMPANY PROFILE

It has now been more than a century since the Kirloskar story started. We started with an

aim of becoming the pioneers in fields in which our country needed innovation. In the 100 years

and more that we have been in existence as a family and as an organization, we've been seminal to

Indian agricultural and industrial development. We gave India its first iron plough, pump and

engine; inventions that were devised from the need of the hour and went on to become signs of the

time. Which is why our group history can in many ways can be considered a history of the

economic and industrial revolution in India.

The founder and the first factory village

The Kirloskar story starts with Laxmanrao Kirloskar, the founder. A

man who believed that an understanding of one's environment and reality was

essential to the manufacture of path-breaking industrial implements. From this

steadfast belief was born the iron plough, the first Kirloskar product. Originally

intended as an essential aid to agriculture, the plough soon became an icon of reform and

revolution.

A highlight of the early history of the group is Kirloskarvadi, India's first industrial

township. A model factory-village created by Laxmanrao and his band of dedicated workers.

In January 1910, when the Kirloskar were being ousted from Belgaum to make room for a

new suburb, they found themselves in dire need of a place to live and work. Sensing this need, the

Raja of the princely state of Aundh, who admired and respected Laxmanrao Kirloskar, offered the

latter all the land he needed in Aundh state.

Two months later, Laxmanrao Kirloskar set foot on 32 acres of barren land strewn

with cacti and infested with cobras. Driven by his faith in human ability, Laxmanrao banded

together 25 workers and their families and succeeded in transforming the barren expanse into his

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dream village. Ramuanna, Laxmanrao's brother, planned and administered the township,

Shamburao Jambhekar doubled as engineer and all-round healing man, K.K.Kulkarni, an

unsuccessful student, became a manager, treasurer and

Odd jobs man, Mangeshrao Rege was the clerk and chief accountant, Anantrao Phalnikar;

a school drop-out flowered into an imaginative engineer. Such was our founder's faith in the

human being that, Tukaram Ramoshi and Priya Mang, both convicted dacoits, became the trusted

guards of Kirloskarvadi!

The first Kirloskar Group Company

Kirloskar Brothers Limited (KBL) - the first Kirloskar venture at

Kirloskarvadi was to become the base for all of the Kirloskar Group's

subsequent enterprises. It began as the only Indian company with its own

standard products - the fodder cutter and the iron plough, which competed with

the British products. KBL also manufactured groundnut shellers, sugarcane crushers and pumps,

which were to usher in a new economic order in the Indian industry. To power these machines,

diesel engines, coal gas generators and electric motors were developed at Kirloskarvadi.In a

display of great versatility, KBL then shifted its focus to fluid handling and control. As India's

largest manufacturer of pumps and valves, and also the group's flagship company, KBL lends its

strength and expertise to every new venture of the Kirloskar Group.

KIRLOSKAR GROUP HISTORY

1888 - Mr. L. K. Kirloskar established the Kirloskar Group.

Iron plough was the first product.

1910 -Factory set up in Kirloskarwadi to manufacture sugarcane crushers, groundnut

shellers,farm implements, and hand pumps In 1946, manufacture of water pumps for

irrigation started.

Company today is known as Kirloskar Brothers Ltd. and was incorporated in 1920.

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1910-1946 - Various products like sugarcane crushers, groundnut shellers, farm implements,

hand pumps were launched.

1946 - Kirloskar Oil Engines Ltd. Was established.

1957 - Kirloskar Pneumatic Co. Ltd. was established.

1992 - Kirloskar Ferrous Industries Ltd. was established.

2006 - Kirloskar Chillers Pvt. Ltd. (Established in 1996 as Kirloskar McQuay Pvt. Ltd.)

Present generation is the 4th generation of Kirloskar, successfully handling the group companies.

Kirloskar Group Companies

KIRLOSKAR GROUP BUSINESS:

KIRLOSKAR BROTHERS LTD

Turnkey Projects, Centrifugal Pumps, Valves, Hydro Turbines, Anti Corrosion Products

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Kirloskar Oil Engines Ltd .

Diesel Engines, EngineBearings&Valves, Reciprocating, Compressors

Kirloskar Pneumatic Company Ltd.

Screw Centrifugal, Compressors, Traction Gears, Gearboxes, Refrigeration Projects, Flake Ice

Plants

Kirloskar Chillers Pvt. Ltd

Reciprocating Chillers, Centrifugal Chillers, Screw Chillers

KIRLOSKAR FERROUS INDUSTRIES LIMITED (KFIL).

Kirloskar Ferrous Industries Ltd. Is the youngest company in K-Group is a large-scale

industry to begin operations in rural and industrially backward district of Koppal.

KFIL was conceived around 1992 triggered by the following factors:-

1. Rapid growth in automotive and farm mechanization sectors.

2. De-licensing and liberalization policies of the government.

3. High volume demand for castings from the above sector.

4. Demand of the thin walled casting with less machining allowance.

5. Demand of accuracy of castings capable of being machined in CNC machine in

single pass.

Keeping this in mind K group came up with idea of founding KFIL with the experience

and expertise available in the group in field of foundry business.

To ensure the desired quantity of raw materials and cost effectiveness in operation, KFIL

simultaneously went for PIP. It took advantage of abundant availability of Iron Ore, in Hospet

Bellary region and thus located the plant near Hospet.

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With this KFIL enjoys the following advantages in the castings production.

A modern plant set to deliver castings of international quality to deliver the highest levels

of customer’s satisfaction.

Only foundry in Asia with backward integration of liquid metal.

Uninterrupted raw materials source availability like metallic iron ore and water. It may be

noted that region is located on the banks of Tungabhadra River.

Connected through a network of state and NH for transportation of raw materials and

finished goods.

KFIL TIMELINE:

1994 Year of inception

1994 Commercial production of pig Iron from Mini Blast Furnace I.

1995 Commercial Production of Grey Iron Casting

1995 ISO – 9002 Certification

2001 QS 9002 Certification

2002 ISO 14000 Certification

2005 ISO/TS 16949: 2002

2006 Acquired Solapur Foundry from Kirloskar Oil Engines Ltd.

DYNAMIC PEOPLE OF KFIL

Mr. Atul.C.Kirloskar Chairman

Mr. Sanjay.C.Kirloskar

Mr. R.V. Gumaste Managing Director

BOARD OF DIRECTORS

Mr. C.V.Tikekar.

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Mr. S.N.Inamdar.

Mr. S.K. Singhai.

Mr. G.A.Tadas.

Mr. A.R. Jamenis.

Mr. A. Mnudewadi.

COMPANY SECRETARY

Mr. C.S.Panicker

AUDITORS

Mr.P.G.Bhagwat. (Chartered Accountant).

BANKERS

State Bank of India.

Bank of Baroda.

Bank of Maharashtra.

IDBI Bank

UTI Bank

ICICI Bank

NATURE OF BUSINESS CARRED:

The company manufactures the Pig Iron in three different grades, by Calibrated Iron-ore

brought from mine owners in the Hospet & Bellary Iron-ore belt within the distance of 50 kms.

Coke is imported from China. Iron Ore, Limestone, Coke & Dolomite is the raw materials for the

manufacturing Pig Iron.

1. Casting and Ploughs

2. Compressors pumps, electric Power

3. Machine tools

4. Engines and components, diesel engines.

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VISION MISSION VALUES & QUALIY POLICY OF THE KFILKFIL Vision

“To be a world class product leader through the state-of-art manufacturing technologies and

processes”.

KFIL Mission

To enhance pig Iron manufacturing to 500000MT/annum.

To improve foundry capacity utilization to manufacture 1, 00,000mt/annum

To maintain a company level sales of 700 crores for, year 2009-10

To reach a company level sales of 1000 crores and profit of 10% by year 2011

KFIL Values

Customer orientation.

Vendor development (Critical link in the business).

Development of Human Resources through Trust, Positive Attitude, Integrity,

Teamwork, Respect for individual, Concern for Quality, Cost, 5S, Safety, Kaizen,

Innovative, Information sharing, Making Continual Improvement, Work for WIN-

WIN agreements, Result Oriented.

Process and Product excellence.

Responsible corporate neighbors.

QUALITY POLICY

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KFIL is committed to achieve total customer satisfaction through adoption of state of art

manufacturing technology and processes with continual improvements. KFIL is also committed to

improve the quality of work life of its employees through improved work practices.

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ABOUT KIRLOSKAR COMPANY

ABOUT KIRLOSKAR COMPANY

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Yearof establishment: 1992Sales turnover 2008-09: INR--------------- Million, USD 105 MillionNo. of employees: 2000 Castings-Hospet: 60,000 MT, Solapur: 24,000 MTCaptive Power Co-generation – 7 MW(2 Steam Turbines)Location: Bevinahalli Village 20 Kms from Hospet town, 300 Kms north of Bangalore city,

Karnataka State, India.

Total Area: 7, 20,000 Sq.Mtrs.

Covered Area: 3, 50,000 Sq.Mtrs

Kirloskar Ferrous Industries was born with the unique advantage

☻ Kirloskar Ferrous Industries Limited is located on the belts of Tungha Bhadra Reservoir in Karnataka and near the rich Iron ore belt of Hospet –Bellary range near Koppal Town on NH –63.

☻ The Kirloskar group has had a long and close relationship with the foundry business group units specializing in the manufacture of high Quality ferrous and non-ferrous castings.

☻ Accumulated through experience and expertise of the group in the field of Foundry business.

Only Foundry in Asia with backward integration to liquid metal, which has Global capacities to meet High Volumes Consistently.

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Power: Captive power generation through the use of 2 No Steam Turbines and Diesel Generating Sets.

Total power generation capacity 26 MW

Installed Capacity: 2, 40,000 Tones/Year

One of the main product of the company is pig iron

PIG IRON

Pig iron is the basic input for making iron casting which finds its application in steel industry &

other sectors of the economy. It can also be used in the change mix of the electrical are furnaces

(EAFs) as a partial substitute of melting scrap. Pig iron mainly

classified into tow glades.

Basic glade (which is used for making steel)

Foundry glade (which is used of manufacturing iron casting)

E.g. Glade which is used of manufacturing special steel India’s

share in the total global exports is 4.51% in 1996-97 & the

same increased to 7.14% in 1997-98.Global scenario of pig

iron

The demand for pig iron in the international arena has seen sharp rise. The total production

of pig iron to 500 M.T. developed nations accounts for 45% of the total production. Seeing the

potential demand many mills in USA such as NUCOR. NORTH STAR CASCADE STEEL &

MAC STEEL is switching over to pig iron production.

Growth trend in India’s pig iron sectors

Pig iron production in India was totally in the domain of the integrated steel plants especially

SAIL & RNIL. The major supplier of pig iron in domestic market.

The integrated steel plants (ISP) are the major supplier of pig iron. It contributes up to 90% of the

pig iron supply. Throughout the liberalization policy new private companies have entered into pig

iron industry.

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MAJOR BUSINESS PARTNERS

PIG IRON

• ELECTROSTEEL CASTINGS, TEXMO INDUSTRIES, RAJKOT ENGG, ASSOCIATION, LAXMI MACHINE WORKS, MENON PISTONS LTD, PUNJAB TRACTORS LTD, SRIRAM PISTONS & RINGS LTD, KALYANI STEELS LTD, MUKAND LTD

FOUNDRY

AUTOMOBILE: MAHINDRA & MAHINDRA, TELCO, MARUTI UDYOG LTD,

TRACTOR: ESCORTS, CARRARO, TAFE, PUNJAB TRACTORS LTDENGINE:KIRLOSKAR OIL ENGINES, SIMPSON, SWARAJ ENGINE

COMPETETORS:

Major CompetitorsDCM Engineering, Ennore Foundries, Nelcast, Ashok Iron Works, Menon & Menon, Ghatge Patil, Amtek PRODUCT PROFILE

KFIL products are in the beginning of the value chain. The major thrust is to “Drive Down Cost” to retain competitive edge.

The technology focus in FY07 has been on improvements in the areas of

QualityCostProductivityProcess

Products

Iron CastingsCylinder Blocks Cylinder Heads

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Housings Axle & Transmission parts 27, 2007 5 Property of Casting:• Grey Iron, • S.G Iron, • Investment Casting

The company’s products are used in the following industries.

Textiles

Pumps

Automobile

Pipes

Engines

Fans

Agriculture

Others

The above table represents the basic of products differentiation and the list of industries

where these products are used. Chemical composition of the product is the reason for production

for different kinds of products. Mainly products are differentiated on the basis of silicon

compensation. Company has got different kinds of customer varying between with high or low

range of silicon contents.

AREA OF OPERATION

The area of operation of KFIL is global; it has its branches in other countries also namely.

OVERSEAS COMPANIES

Indo – Malaysia Engineering Co. Malaysia

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PARTICULERS PERCENT

Textiles 12%

Pumps 11%

Automobile 26%

Pipes 12%

Engines 6%

Fans 3%

Agriculture 10%

Others 20%

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Kirloskar Industries, Philippines.

Kirloskar Kenya Ltd., Kenya.

The main and subsidiary branch of the company is as under, KFIL main office address is as

follows,

RIGISTERED OFFICE

Laxman Rao Kirloskar Road,

Khadki - Pune 411003 (INDIA).

The main production unit of the company is situated in Bevenahalli which is surrounded

by the rich resources, in terms of raw materials, water, human resources and a transportation

facility.

The exact address is as follows,

KFIL Address:

Village : Bevenahalli

Post : Hitnal (Pin 583234)

Dist : Koppal

State : Karnataka (INDIA).

INFRASTRUCTUREFoundry Plant : Partial view of Foundry Area & Surroundings

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Melting: ABB Make Holding / Melting Furnaces: 3 crucibles & 2 controls Capacity: 30 tons holding capacity, each.

ABB make Press Pour Furnace with 7 tons holding capacity

Casting of Pig Iron

Mould Shop:

George Fischer makes high pressure moulding machine and auto mould handling system.

Type of moulding machine: Air Impact Plus

Speed: 70 moulds per hour

Box Size: 1250 X 900 X 400 / 400 mm.

Core setting mechanisms: 2 nos.

Sand Plant with capacity of 110 tons per hour with mold ability controller.

Core Shop:

Cold Box Core Shooters:

Core Shooter capacity: 40 liters

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Number of core shooters: 20 nos.

Shell Core Shooters:

Capacity: 40 liters, 20 liters and 15 liters

Casting cleaning :

George Fischer designed Special Purpose Shot Blast machine

Hansger type shot blast machine

FUNCTIONAL DEPARTMENTS AREAS

HUMAN RESOURCES

PRODUCTION

PURCHASE

FINANCE

MARKETING

QUALITY ASSURANCE

HUMAN RESOURCES MANAGEMENT

This is very important to every organization they believe in the process of empowerment for

success. And their aim is to provide good and quality employees to company while I studying the

organization in KFIL the company adopt a team learning process to create a strong knowledge

base and it will easy to face work load for employees. A satisfied employee is an unadvertised

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asset of a company.They Provides maximum opportunity for personality development.

Competitive compensation, benefits and remuneration based on results is the company policy

today and focus in the future.

Creation of good working environment and shared accountability for quality, safety and

knowledge.

Adoption of improved work practices to foster the intellectual capital.

Develop people with high degree of enterpreneurability and leadership qualities.

Develop emotional togetherness for strong ownership.

Defining the role & responsibilities of employees to generate

Empowerment and right leadership.

Encouraging teamwork, participation & involvement to effectively deal with negative

residues.

Development of personnel to create knowledge tank and a learning base to defeat

competition.

Recognize performers through rewards and recognition.

Organizational Structure of the Company

The organizational structure of an enterprise would depend upon its size, product

manufactured and its functional divisions. The organizational structure may be flexible. The

company may change its structure according to the needs and suitability.

In KFIL the Board of Directors is having the major position in the company. Managing

Director (CMD) is held responsible for formulating and implementing the Policies, Procedures

and rules with the assistance of Board of Directors appointed by the Government and various

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financial institutions. Different functional department heads like Production, Marketing, Finance,

and HRD&A etc also assists him.

Each functional department heads are assisted by the Assistant Managers. There is always

coordination between all functional departments through horizontal communication.

ORGANIZATON STRUCTURE:

BIMS College Bagalkot Prashant v v29

G.M. HRM & GA

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Company has taken care of employee’s welfare by providing accommodation medically and

medical reimbursement to self and family subsidized canteen facility to all employees, free

transportation to their residence to the work place. Company is having officers, club members of

their facilities meet and participating in various activities of recreations.

Company plans to increase turnover per employee through:

Increase production

Increase productivity

Maintain/ improve quality

BIMS College Bagalkot Prashant v v

Manager of Safety

Sr. Manager of GA

Manager of HR

Manager of PMU

Assistant Officer

Sr. Officer HR & IR

Officer of HR & IR

Sr. Officer of Cattering

Civil Engineer

30

Manager of Environment

Dy.Manager -Admini

Assistant-Officer

Engineer of Environment

Assistant- Engineer

Sr. Assistant

Assist Officer

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Cost efficiency

Adhering to timely suppliers

Reduction in wastages

Innovations.

Only machine cannot perform all the work, they need the assistance of human who is key

for their operations. In KFIL [HRM & GA] constantly take care for each employee right from his

induction to his performance recognition, personnel department required to guide the people at

work and organize them to achieve the best result.

Human Resources department coordinates all other departments and helps them to work

effectively. This department performance all those functions which creates a sense of

belongingness among all the workers, A part from this is also maintains a cardinal relationship

between others industries.

The various functions performed this department are:

Recruitment

Selection

Interview

Placement

Wage & salary administration

Training & development

Performance appraisal

Promotion and transfers.

And all those functions which helps to motivate the employees and which leads to increase

their morale.

PRODUCTION DEPARTMENT

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ABOUT PRODUCTION DEPARTMENT

As I studied in the organization one of production department is most important in KFIL. As

studied the company innovates new technology from KTS (KORF Technological Sidervrgica

Ltd.) Brazil has helped KFIL to design and develop a product and it producing more than 500 MT

of Pig Iron worlds over.

KFIL is among the first in India to adopt this state of art technology with computer

controls to produce consistent quality of Pig iron. KFIL also boasts of a record of projects

completion of electing the first MBF with in 18 months and second MBF within 9 months.

The company main product is PIG IRON it producing by using the raw materials such as iron ore,

coke, and fluxes such as limestone, dolomite, quantize, and manganese are pre-requisite quantity

of iron ore, coke. Fluxes are then feeded into the furnace by means of the electronic weighing

system.

PIG IRON PLANT (PIP)

Pig iron is produced using raw materials such as iron ore, coke, and fluxes such as

limestone, dolomite, quantize, and manganese are pre-requisite quantity of iron ore, coke. Fluxes

are then feeded into the furnace by means of the electronic weighing system. Consisting of load

cell, batching controller and programmable logic controllers. Pig Iron is produced through MBF`s.

FOUNDRY PLANT

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Foundry business is the core expertise of the group. In KFIL the state of art technology in

foundry is adopted to meet the high volume of demands of automotive and farm mechanization

sector. This also meets the requirements like reduced wall thickness, low machining allowance,

above all receptive dimensional accuracies. They supply castings in the domestic market

companies like KOEL, TATA Engineering Locomotive Co., Punjab Tractor Ltd., and Mahindra

& Mahindra, Simpson, Maruti Udyog Ltd.

PIG IRON

The raw materials for the manufacturing pig iron are,

Iron Ore, Limestone, Coke &, Dolomite, There are 2mini blast furnaces (MBF) functioning in the

KFIL for manufacturing or Pig Iron by adopting fallowing procedures by help of MBF the

company producing production

Production process showing in the below diagram, by seeing this picture you can understand

production process of the company

Pig Iron Plant

TRUST OUR PIG IRON TO CAST YOUR REPUTATION

K F I L NETWORK (PIG IRON).

The KIRLOSKAR head office in HOSPET ,and it having there are four branches in India

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Those are DELHI, KOLHAPUR, AHMEDABAD, and COIMBATORE. And the KIRLOSKAR

having good dealers network overall in India those are BELGAUM, HYDERABAD,

VIJAYAWADA, COIMBATORE, BANGALORE, KOLHAPUR, NAGPUR, AHMEDABAD,

RAJKOT, KOLKATA, JAIPUR, FARIDABAD, DELHI, LUDHIANA,

PURCHASE DEPARTMENT

The purchase department is one of the most important in every industries especially in kirloskar it

needful because of the company purchasing row material in bulky. Purchasing means buying

the raw materials from vendors or suppliers to produce end products of an industry. Coke is

imported by China because the required specification and quality of china coke matches with

KFIL product specification.

The factors considered by the purchase department are price, quality, and supplier background. it

includes those materials which support directly to the production process they are ,Iron ore

Metallurgical coke, Lime stone, Dolomite, Sponge, QAZ/BHQ, Manganese ore

And in purchase department broadly divided into four types

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M ission of the purchase department

“To ensure the availability of the right quality at right time with right place”.

PROCESS Flow OR PURCHASE PROCESS.

BIMS College Bagalkot Prashant v v

MATERIAL

CONSUMERS SPARES STATIONARY

35

BULK PURCHASE

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BIMS College Bagalkot Prashant v v

P

Float Enquiry

Vendor Master

Existing Vendor

?

Source Vendor

Approve Vendor

Create VendorNegotiation

Quotation

IPurchase Order

SupplierPOImport?

O

Finalize Vendor

Existing Vendor

?

Yes

No

Yes

No

Yes No

Amend Purchase

Order

36

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FINANCE DEPARTMENT

The finance department is also important to the every organization and as I studied in organization

the KFIL maintaining accounts with update and in finance department most of the dynamic

persons are working. Finance department deals with various functional activities of the

organization. The books of records of KFIL is maintained by fully own built software system If

this department is not well operated, the whole organization activities will be ruined.

KFIL`s finance department functions are as follow:

Preparation of master budget.

Maintenance of accounting records.

Preparation of final accounts.

Payment and cash management.

Funding Activity

Internal audit.

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MARKETTING DEPARTMENT

The marketing department is mainly it useful for getting profit by the way of selling the products

and also it focus on the activities of Marketing products, Pricing, Promotion and Distribution of

products. These activities collectively called as 4 Ps in Marketing.

As per the company mission the direction of achieving the marketing team they are putting

maximum effort for increase of sales and realization for the company’s product while meeting the

customer’s requirement to their all round satisfaction”.

And I highly concentrated on marketing department because of the marketing department is

interesting and they implementing the new strategies for increase the sales of their company

products ,their dealings with customers ,convincing & clarifying

STRATEGIES

Maintaining quality leadership

On – Time delivery

Strong dealership network

Customer orientation

Customer driven

Performance tracking of competitors

The marketing department is mainly focus on the activities of Marketing products, Pricing,

Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.

Marketing department is mainly focus on the activities of Marketing products, Pricing,

Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.

Products: The Company has following products in its Product Line.

They are:

1. Basic Grade Pig Iron.

2. Foundry Grade Pig Iron.

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3. Spheroid Grade Pig Iron.

Pricing:

The name “Kirloskar” itself is the mark of quality for the customer. The company has left

the opinion of transporting Pig Iron to the Buyers site to the Buyer. So one can buy the Pig Iron at

the Company’s Site or can order.

The company has come across different Prices terminologies.

They are:

List Price

Discount

Allowance

Payment Periods

Credit Terms

List price is nothing but the selling price. It is also called as Basic Price.

Basic Price = Production Cost + Profit

Production cost includes both variable cost and fixed cost.

If the transport is undertaken by the company then boarded price is calculated according to sites

mentioned in receipt.

Recorded Price = Basic + Freight + CED (Central Excise Duty)

A discount of Rs. 100/- PMT is given to the regular and bulk buyers.

Price of this company pig iron are comparatively more when compound to competitions,

even with this more price also the company has succeeded in reaching top market share holding

position in the Pig Iron market & Foundry. People prefer this company Pig Iron because the

following reasons:

a. High Quality

b. Fixed Chemical Composition

c. Test Certificates are issued with every load

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d. Almost 0% impurities & slag mix up

If customer demands for 2.25% silicon, Then the company will supply exactly with this

proportion, where as others supply with range between i.e., 2.25% silicon etc.

In this company, Pig Iron is melted once, almost 98-99% pure molten metal is obtained

while as in it is 97% size is almost comfortable for feeding into less opening firmness. The

company brand name helps in attracting customers. From the above points is clear that the

company is not using any mark penetrating pricing strategy to penetrate the market instead it is

using skimming price strategy.

Promotion

The company has appointed number of dealers throughout India for its marketing purpose.

Each dealer will get Rs. 100 PMT, as commission for the pit iron is sells.

Credit notes are given to these dealers for their commission.

Pig iron is also sold on credit as one of the promotion tools to attract customers. Credit time

depends on areas (less credit period is for North Zone) and order they give.

Distribution:

The company has got distribution network spread allover India in form of dealership and

also through company’s employees, and they are using first level and second level distribution

channel i.e.

Manufacture to consumers.

Manufacture to dealers and consumers.

the company has divided its market into 7 Zones:

Zone A Karnataka Belgaum, Shimoga, Bangalore

Zone B Andhra Pradesh Hyderabad, Vijaywada

Zone C Maharashtra Kolhapur, Pune, Mumbai, Nagpur, Solhapur

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Zone D Gujarat Ahmedabad, Rajkot, Surat

Zone E Rajasthan Jaipur

Zone F Delhi Delhi, Faridabad, Zodhinoor, Agra

Zone G Tamil Nadu Chennai, Coimbatore, Mudurai

In the KFIL

Structure of the Marketing Department

BIMS College Bagalkot Prashant v v41

Department Head

Dispatch Manager

MarketingManager

Branch Manager

Line Head

Line Head

AssistantAssistant Assistant Assistant

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The organizational structure of an enterprise would depend upon its size, product

manufactured and its functional divisions. The organizational structure may be flexible. The

company may change its structure according to the needs and suitability.

So in the kirloskar ferrous industries ltd company has build excellent structure of the

marketing department and every body has their won responsibility about their work

In the marketing department there is one department head and under this there are three

senior managers i e Branch manager, Marketing manager, Dispatch Manager. Under Marketing

manager and Dispatch Manager having each both of them and finally there are two assistant each

under line head

This is the brief introduction about marketing department structure

QUALITY ASSURANCE DEPARTMENT:

The company is committed to achieve total customer satisfaction through adoption of state

of the art manufacturing technologies and process with continuous improvements. The company

is also committed to improve quality of work life of its employees through improved work

practices.

Quality objectives:

The following are the objectives of quality assurance department. They are as under:

A] Customer Satisfaction: Maximization of customer satisfaction by consistent supply of

quality casting and pig iron.

B] Supplies Quality Assurance: provide technical support and guidance to our suppliers

through quality assurance programmers to ensure highest quality of purchased materials suppliers

it is a critical link in company quality system.

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Need for the study

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Need for the study:

Customer satisfaction level is the factor which has got its own importance in the

industrial marketing. A better satisfaction level to the customer means it is a good image of the

company. So many industries are providing good service and quality to the customers. And

company image is one of the most important for growth. So the companies should have to provide

better service, quality, quantity, price, to the customers until they satisfy with product. In the field

like steel companies (KFIL) where there is a tough competition to create a better satisfaction level

brand image in the minds of the customers. So this study helps to find out the attributes and

satisfaction level of the customers which helped the company to provide better service to

customers

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Objectives and Research Methodology

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Objectives of study:

1. To know the factor which influence the customer to purchase the KFIL products.

2. To determine the customer satisfaction level towards the KFIL products.

3. To understand the customer perception towards KFIL products.

4. To know the factors to improve the quality of the KFIL products.

Research Methodology

The study is carrying at “KIRLOSKAR FERROUS INDUSTRIES LTD. The data will

be collected through the primary and secondary source.

Research: Descriptive research.

Data Source: (i) Primary data

(ii) Secondary data.

Research Approach: Survey method.

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Research Instrument: Questionnaire.

Sampling Plan:

(i) Sample Unit: Customers of KFIL (pig iron) product..

(ii) Sample Size: 50

(iii) Sampling Procedure: Convenience sampling.

Contact Method: Tele phonic& mail survey.

Mode of collecting data: The respondents will be chosen according to the

convenience and also I collected data by the way of

their personal contact no and e-mail ID. Requesting

to them for provide data regarding what I asked

question them to grant interview. The secondary data

will be collected from various books, journals,

reports (both published and unpublished) etc.

Data processing: A number of tables to be prepared to bring out the

main characteristics of the collected data.

Limitations of the survey:1. No other aspect other then customer satisfaction is included in the study

2. The sample of size of 50 consumers may not necessarily represent the customer behaviour

of the whole population.

3. The survey was conducted in Bevinahalli which does not represent the customer

satisfaction in other cities.

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Analysis and Interpretation

Analysis and interpretation

1.

Since how many years you are using pig iron product?

50 100.0 100.0 100.05 years and moreValidFrequency Percent Valid Percent

CumulativePercent

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INTERPRETATION: The above table and chart shows the customers are using pig Iron product since 5years.

2.

BIMS College Bagalkot Prashant v v

5 years and more

Since how many years you are using pig iron product?

50

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Which factor influenced you to buy the KFIL product?

36 72.0 72.0 72.0

14 28.0 28.0 100.0

50 100.0 100.0

Quality

Company image

Total

ValidFrequency Percent Valid Percent

CumulativePercent

INTERPRETATION: The above table and chart shows overall Quality is the

major factor which influences the customer to buy the KFIL product. Few of the

customers buy the KFIL product by considering the company image. This is thing

customer kept in mind about company.

BIMS College Bagalkot Prashant v v

Company image

Quality

Which factor influenced you to buy the KFIL product?

51

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3.

Do you buy the product, only from KFIL?

30 60.0 60.0 60.0

20 40.0 40.0 100.0

50 100.0 100.0

Yes

No

Total

ValidFrequency Percent Valid Percent

CumulativePercent

INTERPRETATION: The above table and chart shows overall the majority of customers buy the products by KFIL only and the remaining customers buy from other companies.

BIMS College Bagalkot Prashant v v

40.00%

60.00%

No

Yes

Do you buy the product, only from KFIL?

52

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4. Tick the below attributes based on the customer satisfaction level.

Quality

4 8.0 8.0 8.0

39 78.0 78.0 86.0

7 14.0 14.0 100.0

50 100.0 100.0

Very high

High

Average

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

14.00%

78.00%

8.00%

AverageHighVery high

Quality

53

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INTERPRETATION: The above table and chart shows the Most of the respondents are highly satisfied with the quality of the company.

Price

6 12.0 12.0 12.0

26 52.0 52.0 64.0

18 36.0 36.0 100.0

50 100.0 100.0

Very high

High

Average

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

36.00%

52.00%

12.00%

AverageHighVery high

Price

54

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INTERPRETATION: This table and chart shows the majority of the respondents say that the price of the products of KFIL is high compared to other company products.

Service

3 6.0 6.0 6.0

35 70.0 70.0 76.0

12 24.0 24.0 100.0

50 100.0 100.0

High

Average

Low

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

24.00%

70.00%

6.00%

LowAverageHigh

Service

55

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INTERPRETATION: This table and chart shows the overall service provided by the KFIL is average according to the majority of the respondents.

Availability

3 6.0 6.0 6.0

32 64.0 64.0 70.0

4 8.0 8.0 78.0

11 22.0 22.0 100.0

50 100.0 100.0

High

Average

Low

Very low

Total

ValidFrequency Percent Valid Percent

CumulativePercent

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INTERPRETATION: The above chart shows overall the products of KFIL are not abundantly available. They are available in less quantity.

5.

Are you satisfied with KFIL product?

41 82.0 82.0 82.0

9 18.0 18.0 100.0

50 100.0 100.0

Yes

No

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

22.00%

8.00%

64.00%

6.00% Very lowLowAverageHigh

Availability

57

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5.

INTERPETATION: The above table and chart shows overall majority of the respondents are satisfied with the KFIL products.6.

If yes, How much are you satified with KFIL product?

7 14.0 14.0 14.0

13 26.0 26.0 40.0

30 60.0 60.0 100.0

50 100.0 100.0

Very highly satisfied

Highly satisfied

Satisfied

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

9

41

NoYes

Are you satisfied with KFIL product?

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INTERPRETATION: The above table and chart shows overall the customers of

KFIL are satisfied with the quality of product.

7.

BIMS College Bagalkot Prashant v v

60.00%

26.00%

14.00%

SatisfiedHighly satisfiedVery highly satisfied

If yes, How much are you satified with KFIL product?

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If no, why?

5 10.0 10.0 10.0

14 28.0 28.0 38.0

7 14.0 14.0 52.0

24 48.0 48.0 100.0

50 100.0 100.0

Quality

Service

Price

Availability

Total

ValidFrequency Percent Valid Percent

CumulativePercent

INTERPRETATION: this chart shows the main reason for the respondents who

are not satisfied with KFIL product is non availability of the product.

BIMS College Bagalkot Prashant v v

AvailabilityPriceServiceQuality

If no, why?

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8.

In future will you continue to purchase KFIL product?

21 42.0 42.0 42.0

29 58.0 58.0 100.0

50 100.0 100.0

Yes

No

Total

ValidFrequency Percent Valid Percent

CumulativePercent

INTERPRETATION: While surveying most of the customers are ready to purchase the products of KFIL in the near future.

BIMS College Bagalkot Prashant v v

58.00%

42.00%

NoYes

In future will you continue to purchase KFIL product?

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9.

Do you suggest others to purchase KFIL products?

46 92.0 92.0 92.0

4 8.0 8.0 100.0

50 100.0 100.0

Yes

No

Total

ValidFrequency Percent Valid Percent

CumulativePercent

INTERPRETATION: While surveying majority of the customers say that they will suggest others to purchase KFIL products.

BIMS College Bagalkot Prashant v v

8.00%

92.00%

NoYes

Do you suggest others to purchase KFIL products?

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10.

If no, why?

8 16.0 16.0 16.0

3 6.0 6.0 22.0

14 28.0 28.0 50.0

25 50.0 50.0 100.0

50 100.0 100.0

Low quality

Not satisfied

Others

Inconvenient of service

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

50.00%

28.00%

6.00%

16.00%

Inconvenient of serviceOthersNot satisfiedLow quality

If no, why?

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INTERPETATION: The reason for not suggesting others to purchase KFIL products is die to inconvenient of service.

11.

KFIL made your purchasing easier and convenient, do you agree with this?

4 8.0 8.0 8.0

29 58.0 58.0 66.0

13 26.0 26.0 92.0

4 8.0 8.0 100.0

50 100.0 100.0

strongly agree

Agree

Neither agreenor disagree

Disagree

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

8.00%

26.00%

58.00%

8.00% Disagree

Neither agree nor disagree

AgreeStrongly agree

KFIL made your purchasing easier and convenient, do you agree with this?

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INTERPRETATION: Most of the customers agree that KFIL has made purchasing easier and convenient.

13.

How do you rate the overall performance of the company?

4 8.0 8.0 8.0

18 36.0 36.0 44.0

25 50.0 50.0 94.0

3 6.0 6.0 100.0

50 100.0 100.0

Very high

High

Average

Low

Total

ValidFrequency Percent Valid Percent

CumulativePercent

BIMS College Bagalkot Prashant v v

6.00%

50.00%

36.00%

8.00%LowAverageHighVery high

How do you rate the overall performance of the company?

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INTERPRETATION: The above table and chart shows the Majority of the customers have rated the overall performance of the company as average.

12.

In which aspect do you think KFIL has failed to meet your expectations?

3 6.0 6.0 6.0

12 24.0 24.0 30.0

35 70.0 70.0 100.0

50 100.0 100.0

Service

Price

Availability

Total

ValidFrequency Percent Valid Percent

CumulativePercent

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70.00%

24.00%

6.00%

AvailabilityPriceService

In which aspect do you think KFIL has failed to meet your expectations?

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INTERPRETATION: This table and chart shows the customer’s respondents feel that KFIL has failed to meet the availability of the products on regular basis.

Testing of Hypothesis

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Testing of Hypothesis

1) Objective: To determine the customer satisfaction level towards the KFIL products.

H0; less than 85% of the respondents are satisfied with the KFIL product.

H0 < 85%

H1; more than 85% of the respondents are satisfied with the KFIL product.

H1 > 85%

Testing of hypothesis at 5% level of significant

N=50

P0=85% Q0=15%

p =82% = 0.82

Standard error = PH0*QH0

N

= 0.85*0.15

50

= 0.0504

ZCAL = P –PH0

STD Error

= 0.82-0.85

0.0504

= -0.5952

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= -0.5952 >-1.64

ZCAL>ZTAB value

Accept H0

Reject H1.

There for, more than 85% of the customers are respondent they are satisfy with the

KFIL products.

2) To know the factors to improve the quality of the products

H0; less than 85% of the respondents are considering quality of the product

H0 < 85%

H1; more than 85% of the respondents are considering quality of the product

H0 > 85%

Testing hypothesis of 5% level of significant

N=50

PH0=85% QH0=15%

p=72% = 0.72

Standard error = PH0*QH0

N

= 0.85*0.15

50

= 0.0504

ZCAL = P –PH0

STD Error

= 0.72-0.85

0.0504

= -2.5736

-2.5736<-1.64

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ZCAL<ZTAB value

AcceptH1

Reject H0

There for, more than 85% of the respondents are considering quality of the product

3) To understand the perception towards the KFIL

H0; more than 55% of the customers respondent the KFIL product is good

H0 > 55%

H1; less than 55% of the respondents says KFIL product are good.

H1 < 55%

Testing of hypothesis at 5% level of significant

N=50

PH0=55% QH0=45%

p =44% = 0.44

Standard error = PH0*QH0

N

= 0.55*0.45

50

= 0.0704

ZCAL = P –PH0

STD Error

= 0.44-0.55

0.0704

= -1.5625

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-1.5625 <-1.64

ZCAL>ZTAB value

Reject H0

AcceptH1.

There for, less than 55% of the respondents says KFIL product are good.

Cross Tabulation

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Cross Tabulation

Are you satisfied with KFIL product? * Do you suggest others to purchase KFIL products? Cross tabulation

Count Do you suggest others to

purchase KFIL products?

Total

Yes No Are you satisfied

with KFIL product?

Yes 39 2 41

No 7 2 9 Total 46 4 50

From the above survey table through cross tabulation we come to know that,out of 50 respondents 41 responts are satisfied with the products of KFIL and in 41 there are 39 respondents suggest others to purchase KFIL products and respondents have shown their interest to suggest the brand name of KFIL to others as they are highly satisfied and only 2 customers respondent is that they donot suggest others to purchase the products.

Do you suggest others to purchase KFIL products? * How do you rate the overall performance of the company?

Cross TabulationHow do you rate the

overall performance of the company?

Total

Very high High Average Low Do you suggest

others to purchase KFIL

products?

Yes 4 18 21 3 46

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No 4 4 Total 4 18 25 3 50

From the above survey table I came to know, through the cross tabulation 46 respondents suggest others to purchase KFIL products, in 46 respondents 4 respondents agree that overall performance of the company is very high,18 respondts believe that company performance is high,21 respondents say that company performance is average and 3 respondents say that the companies overall performance is low.

FINDINGS

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FINDINGS:

While survey through questionnaire most of the customers respondent about quality.

Quality is the major factor which influences the customer to buy the KFIL product. Few of

the customers buy the KFIL product by considering the company image.

Most of the respondents are highly satisfied with the quality of the company product.

The majority of the respondents say that the price of the products of KFIL is high

compared to other company products.

The service provided by the KFIL is average according to the majority of the respondents.

The products of KFIL are not abundantly available. They are available in less quantity.

The customer’s perception towards KFIL is average. They are not satisfied with the price

and availability as well as the service provided by KFIL.

The company is trying to upgrade technology in order to cope up with other industries.

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SUGGESTIONS

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SUGGESTIONS:About Price

The Company should reduce the price of its products in order to increase the sales.

The company should set the proper quotations of price with regard to competitors prices.

About Quality

The company should produce abundant goods in right quantity and quality at the right

time. There should be no deficiency of products using latest technology and should follow

the principles of TQM so as to get yhe best quality products with few defectives.

The customer’s perception towards KFIL (Kirloskar Ferrous Industries ltd) has to be

improved and enlarged by increasing the public relations,publicity and advertisements.

About Service

The Company should provide good quality service to the customers and should retent the

customers trust and faith.

The overall performance of the company has to be effective and efficient to attract the

customers and to increase its sales.

The company should build the good relationship with customers and they need to improve

communication between the customer’s

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Majority of the respondents are suggesting to improve the quality of the service provided

by KFIL.

According to the customer requirements they have to increase the production.

The company may take some positive actions to improve availability and service, they can

keep qualified dealers .

The company should try to upgrade technology in order to cope up with other industries.

The company should take care of the complaints from the customers and accept suggestion

and develop customer care service.

CONCLUSION

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CONCLUSION

It was an wonderful experience for me to work with KFIL, from the project I learnt about

the marketing tactics used by KFIL..

KFIL is a reputed organization which has developed its goodwill in the market to compete

with other (company) famous brand. It has to adopt modern technology in the production process

and can do better marketing compared with others. It has to increase the rate of commission

payable to its agents or dealers or retailers.

Bevinahalli is functioning well for the social as well as economical improvement of the

rural population.

To survive in the market the company needs to adapt an aggressive marketing policy as of

competitors.

Last but not the least I would like to conclude KFIL as good organization to work as well

as to interact with people. All the workers and members of the union nicely motivated me. The

KFIL retailers and wholesalers co-operated well and supported me in completing and making this

project a successfully.

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Bibliography

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Bibliography

www.kirloskar.com www.google.com

consumer behavior

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QUESTIONNAIRE

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QUESTIONNAIRE FOR CUSTOMER SATISFACTION LEVEL

AT KIRLOSKAR FERROUS INDUSTRIES LTD

Sir/Madam

Name and Address Company: ____________________________

Contact person details:

Name:

Contact no:

E-mail ID:

1. Since how many years you are using (pig iron) products?

Last 1year [ ] 2-3years [ ]

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3-5years [ ] 5years &more [ ]

2. Which factor influenced you to buy the KFIL product?

Price [ ] Quality [ ]

Service [ ] Company image [ ]

3. Do you buy the product, only from KFIL?

Yes [ ] NO [ ]

If No, Specify ___________________________________

4. If from KFIL, how did you come to know about KFIL (pig iron) product?

Dealers [ ] Competitors [ ]

Others [ ] Users [ ]

5. Other than KFIL, which companies product you will prefer?

1] 2]

3] 4]

6. Tick the below attributes based on your satisfaction level.

Very high High Average Low Very low

Quality

Price

Service

Availability

7. Are you satisfied with KFIL product?

Yes [ ] No [ ]

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8. If yes, how much are you satisfied with KFIL product?

Very highly satisfied [ ] Highly satisfied [ ] Satisfied [ ]

9. If no, Why?

a) Quality [ ] b) service [ ]

c) Price [ ]. d) Availability [ ]

10. In future will you continue to purchase KFIL products?

Yes [ ] No [ ]

11. Do you suggest others to purchase KFIL products?

Yes [ ] No [ ]

If no, why?

Low quality [ ] Not satisfied [ ]

Others [ ] Inconvenient of service [ ]

12. KFIL made your purchasing easier and convenient, do you agree with this?

Strongly Agree Neither agree Disagree strongly

Agree or Disagree Dis agree

13. How do you rate the overall performance of the company?

Very high [ ] High [ ] Average [ ] Low [ ] Very low [ ]

14. In which aspect do you think KFIL has failed to meet your expectations?

a) Quality [ ] b) service [ ]

c) Price [ ]. d) Availability [ ]

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15. What would you like to recommend for the improvements in Kirloskar ferrous

industries?

Thank you

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