TABLE OF CONTENTS

EXECUTIVE SUMMARY

CHAPTER 1: INTRODUCTION Company Background Industry overview Introduction of the company Company logo Ganoderma Lucidum Product Range Of DXN Cultivation Production process Of Ganoderma Human Resource Department Customer Service Department

CHAPTER 2:RESEARCH METHODOLOGY Rationale of the Study Scope of the Study Objectives of the Study

CHAPTER 3: DATA ANALYSIS AND INTERPRETION

CHAPTER 4: MAJOR FINDINGS OF THE STUDY

CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS

References Annexure

EXECUTIVE SUMMARY

Organizations are increasingly interested in retaining

existing customers while targeting non-customers;

measuring customer satisfaction provides an indication of

how successful the organization is at providing products

and/or services to the marketplace. Customer satisfaction is

an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from

person to person and product/service to product/service.

.

DXN is a multi-level marketing business founded by Dr.

Lim Siow Jin in 1993. The company is based in Malaysia.

The company is publicly traded as a penny stock on the

Kuala Lumpur Stock Exchange as "DXN Holdings Bhd."

DXN sells dietary supplements based on the Chinese

mushroom called Ganoderma which is considered the food

of the immortals in Daoism. Ganoderma has long been used

in traditional Chinese medicine for the treatment of such

diseases and disorders, and its biomedicines value is now

being established through a wealth of published literature.

This project aims at measuring the satisfaction level of

customers of DXN. Company offering three product line

cosmetic health, beverage products. These products are

made from natural Herb GANODERMA. Ganoderma is a

genus of polypore which grow on wood and includes over

250 species, many from tropical regions.[1] Because of

their extensive use in traditional Asian medicines, and their

potential in bioremediation, they are a very important genus

economically. Ganoderma can be differentiated from other

polypores because they have a double walled basidiospore.

Ganoderma shows promise in reducing cholesterol levels

and easing allergy-related inflammation of the airways.

This study tells us that Customers are very satisfied with

the quality of the product offered by the DXN. Prices of the

products of the company is quite high and most of the

customers want that company should provide their products

in more affordable range. The way staff personnel treat the

customer is satisfactory, they always try to solve the

problems of customers regarding the products they use.

Customers given the good feedback regarding the delivery

of the products if they asked for home delivery of the

products.

DXN provides a good opportunity to customers to earn

while using the products like they can earn in they ways

Usage Business – customers get savings by using the

products yourself. Recommending / Referral Business - By

recommending people to buy DXN products anywhere in

the world they get paid for commission. Sponsoring

Business - By recruiting people to join the business they

also get commissions.

COMPANY BACKGROUND

Established in 1993, DXN is a local direct sales company

producing Ganoderma Lucidum and Ganoderma Mycelium

with local expertise and technology without relying upon

any foreign assistance.

Under the prudent guidance from DXN founder, Dato' Dr.

Lim Siow Jin, DXN has become a "One World One

Market" company, every step of the process, from

cultivation, processing and packaging, to marketing of the

products is carried out solely by the Company under strict

quality control.

Our products at present are mostly made from Ganoderma

Lucidum, a kind of mushroom rich in vitamins and

minerals and also other herbal products such as Morinda

Citrifolia, Andrographis Paniculata among others. It is also

worth noting that the effectiveness of DXN products has

been proven. The testimonies left by more than 200, 000

multi-racial members from various ethnic groups from

many countries certainly leave no room for doubts.

To date, DXN's success outshines other MLM companies.

This is not surprising as DXN products are of superior

quality and have been awarded the Good Manufacturing

Practice (GMP), Therapeutic Good Administration, ISO

9002, ISO 14001 and HALAL certificates.

INDUSTRY OVERVIEW

DXN Pharmaceutical Sdn. Bhd, an integrated factory, is

another pride of DXN for its success in making a complete

factory with infrastructure and up to date merchandize.

DXN Pharmaceutical's 28, 000 square feet infrastructure

houses high-standard machines and equipment. The

pharmaceutical's "Good Manufacturing Practice"

certification since June 9, 2001has made it one of the

world's finest factories.

The factory's facilities fulfill the world market demand

while the latest machines prepare the upgrade of output

capacity to a maximum level. More than 80 percent of

DXN Pharmaceutical output is for DXN world market

demand, with sales of more than RM150 million a year.

DXN Pharmaceutical's new complex is a symbol to ensure

that we are going to enter a new dimension with high

productivity.

INTRODUCTION OF THE

COMPANY

DXN Marketing Sdn.Bhd, the parent company was

established in Malaysia with the objective of promoting

health to people with ancient and traditional herbs. The

company focused on the farming of Ganoderma Lucidum,

traditionally known as the “king of herbs” in the ancient

Chinese medicinal literature of great antiquity, yet still

relevant in the modern day health care system. The

company has developed a superior scientific and an

indigenous technology for farming this rare variety of

mushroom. The products are formulated in the

manufacturing facilities that are designed to meet the most

stringent international production standards.

 The company started in 1993 in Malaysia. From a humble

beginning, the growth of the company has been

phenomenal. Today it has operated in 35 countries and its

product reached more than 100 countries. It has satisfied

consumer based of around 10 lakh members spread across

all most all states in India.

DXN´s founder, Dr. Lim Siow Jin was conferred a

Doctorate in Philosophy (Alternative Medicines) by the

Indian Board of Alternative Medicines. With this award,

DXN's diligence in pursuing the research and development

of Lingzhi was acknowledged. Under the prudent guidance

from DXN founder, Dato' Dr. Lim Siow Jin, DXN has

become a "One World One Market" company, every step of

the process, from cultivation, processing and packaging, to

marketing of the products is carried out solely by the

Company under strict quality control.

Company’s products at present are mostly made from

Ganoderma Lucidum, a kind of mushroom rich in vitamins

and minerals and also other herbal products such as

Morinda Citrifolia, Andrographis Paniculata among

others. It is also worth noting that the effectiveness of DXN

products has been proven. The testimonies left by more

than 200, 000 multi-racial members from various ethnic

groups from many countries certainly leave no room for

doubts.

As a firm believer in free enterprise, quality standards and

sharing of benefits with ultimate consumers, the company

markets its products through the Direct Selling Method

under a Multi Level Remuneration Pattern. Currently there

are more than on4e million members all over the world

who are satisfied users of the Company’s products, while

constantly they are improving their standards of life.

The process of cultivation, processing and packaging for

marketing of GANODERMA Mushroom is a highly

integrated activity carried out under one roof. The farming

method involves the adoption of highly scientific and

organic processes, thus resulting in consistently excellent

yields, both qualitatively and quantitatively. An elaborate

system of quality assurance ensures uniform quality of the

Gano mushroom produced batch after batch.

Daehsan Trading (India) Pvt. Ltd, the associate company of

DXN for its marketing operations in India, was set up in

November 1999 and started its commercial operations from

April 2000.

From a humble beginning, the growth of the company has

been phenomenal. Today it has a satisfied consumer base of

around 4 lakh members spread across more than 20 Indian

states.

The company feels proud of its achievement in changing

the lifestyle of many of its members by improving their

quality of life and empowering them with financial

freedom. Today it has developed a number of Brand

Ambassadors of Health and Wealth.

With the success of Daehsan, in the marketing front, DXN

Herbal Manufacturing (India) Pvt.Ltd. was set up as the

manufacturing arm of DXN in India. In the Union Territory

of pondichery. The manufacturing facility is equipped with

the state of the art facilities with an elaborate system of

quality assurance of International Standards.

Became the first Malaysian Lingzhi factory to

receive the Good Manufacturing Practice (GMP)

certification.

Reputation proven when TV3 invited DXN for a

30-minute programme promoting and highlighting

the company and its products.

DXN started its operations in Hong Kong, Brunei,

and Indonesia.

1999

Became the first Malaysian multi-level marketing

(MLM) company to receive the coveted Therapeutic

Goods Administration (TGA) certification from the

Ministry of Health, Australia.

Became the first Malaysian Lingzhi factory to

receive ISO 9001 certification.

Malaysian Prime Minister, Datuk Seri Dr. Mahathir

Mohamad, visited DXN's Lingzhi farm and factory.

He commended DXN for contributing towards the

concept of promoting Malaysian products.

Became the first Malaysian company to produce

high vitality spirulina, which yields increasing

demand in the market.

DXN entered the Philippines market

2000

Became the first Malaysian Lingzhi farm to receive

ISO 14001 certification.

DCN Network Sdn. Bhd. (a company with 18 years

of MLM expertise) joined DXN. With this, DXN's

line of products became more complete.

Started its operation in Australia, India, New

Zealand and Laos.

2001

Became among the first batch of Malaysian

companies to receive a three-year consecutive

Network Marketing licence. This demonstrated the

stability and operations of the company as

recognized by the Malaysian authorities.

Built a new factory costing millions of Ringgit to

cope up with local and international demand. This

brought total investments in both factories and farm

to exceed RM 40 million.

Our founder, Dato´ Dr. Lim Siow Jin received

BKM Award from the Sultan of Kedah. Also

received Top-10 outstanding Chinese Youth Award

from the Youth Association of Kedah.

Achieved vision 2002. Now we have penetrated into

25 countries, with monthly sales exceeding RM60

million and more than 2 million distributors

worldwide.

Entered the markets in Cyprus, South Africa, USA,

Taiwan, Germany, Switzerland, Dubai, Bangladesh,

Sri Lanka and Nepal.

2003

DXN started its operations in Mexico and Canada.

DXN Holdings Bhd. was successfully listed on the

Main Board of Bursa Malaysia on 30 September

2003. This marks a significant milestone in the long

development of DXN.

Established in 1993, DXN has entered its 10th year

of operation. More than 2,000 local and foreign

distributors participated in its 10th Anniversary and

Aidilfitri Celebrations on 6 December 2003 to

witness the company´s glorious and significant

achievements for the past 10 years.

DXN has received extensive coverage in both print

and electronic media, highlighting its achievements

in the local corporate scene. The following TV

programmes acknowledged DXN:

TV3 "Majalah 3" (30/05/2003)

Astro AEC "Mandarin in News" (29/08/2003)

Astro Prima "English News" (11/09/2003)

Astro Vaanavil "Tamil News" (19/09/2003)

TV1 "Bisnes Malaysia" (23/09/2003)

COMPANY LOGO

RED

Rising Sun, positive thinking

--------------------------------------------------------------------

GREEN

Vitality and growth

--------------------------------------------------------------------

BLUE

Water, the company as the basis of growth

--------------------------------------------------------------------

The red oval-shape sun symbolizes a company which has

great potential in the domestic and international market like

a rising sun.

The green Ganoderma symbolizes people who always

strive for excellence and care for their health.

The blue horizon symbolizes that the company provides the basis to nourish

growth.

DXN GLOBAL OPPORTUNITY IN

HEALTH

 DXN Marketing opportunity is one of the best

opportunities in Natural Health based food supplements.

This opportunity isn't limited to a region or country but is

truly a global opportunity that is expanding to more and

more countries/regions every year.

Today there are a number of companies offering a number

of health-related products and market is flooded with health

products based on different health theories. Human body is

so complex and supports a number of scientific theories

and principles; therefore it is really very difficult to say

which health product really works and which doesn't. Many

of these health-based companies are also offering business

plan for individuals. It again becomes very difficult to

choose which one to join with health or wealth perspective.

Taking right decision is very important because it will not

only help you to retain health but will also work favorably

in building wealth with time.

WHAT IS GANODERMA:

Out of over 38000 varieties of Mushrooms known, 2000

varieties are Edible, 200 medicinal with 6 having

Therapeutic Value.  Ganoderma is the best of the last Six. 

Known to Man for over 5000 yrs (First Records 2838 B.C

(Shen-Nung), Chinese/Japanese Medical/Scientific reports

during last 100 years confirm Gano's efficacy and safety. 

The problem was to grow Quality Gano on large scale

volume.  Gano from dead woods in forests had inconsistent

quality and scarce in Quantity.

DXN, Malaysia combined six top red varieties of the best. 

Ganoderma and used Special Tissue Culture method with

100% Organic farming to get the DXN – GANO

GANODERMA LUCIDUM (also called Reishi, Lingzhi or

Chaga) is a Miracle Mushroom, which has unique health

benefits for all human beings. It is known to mankind for

more than 5000 years as a panacea, which effectively helps

man to recover from almost all health related problems. It

is a Divine Gift to mankind which also enhances ones

spiritual potency. Ganoderma contains more than 200

active elements which can be categorized as water soluble,

organic soluble and volatile compounds. The major

elements found are Polysaccharide, Adenosine and

Triterpenoids, each having their own outstanding medicinal

effects.

Scientifically, Ganoderma has been found to help achieving

LONG life, HEALTHY life and YOUTHFUL life.

Scientists and Medical professionals world-over have

conducted independent studies on Ganoderma and its

benefits to human body. Their reports confirm the

effectiveness of Ganoderma. Being an ADAPTOGEN

Ganoderma is absolutely SAFE for human consumption, as

it produces NO SIDE- EFFECTS or ADDITCTION. This

is one of the most important reasons for which Ganoderma

attracted the attention of health advisors.

Ganoderma is a jungle mushroom and it is found in rarity.

Growing in the wilderness, it was a challenge getting

Ganoderma with correct quality and purity, which restricted

its usage by human beings for ages. Scientists and

Technologists in the Far-Eastern countries overcame this

handicap by developing special techniques of cultivation in

farms.

In Malaysia, one of the pioneers who developed a special

technology of growing Ganoderma with high therapeutic

values is Dr. Lim Siow Jin. Dr. Lim started the company,

DXN, at Alor Setar in North West Malaysia in 1993. Today

DXN has become one of the largest producers of

Ganoderma products in the world.

To state briefly, Ganoderma strengthens the natural healing

processes, scans the body, neutralizes the free radicals,

detoxifies toxins and metabolic wastes, enhances the

oxygen supply to the various organs in the body,

normalizes body functions and eliminates body disorder. It

is one of the best known Adaptogen i.e.

Non Toxic

No side effects even on prolonged use

PRODUCT RANGE OF DXN

Company has three different product range namely health

group, Beverage group, Cosmetic group these are discussed

below:

HEALTH PRODUCTS OF DXN

1) REISHI GANORG: Reishi Gano is pulverized

Ganoderma lucidum powder (220mg capsules). The

Ganoderma lucidum used are harvested from a 90-day old

red mushroom which contains more than 200 active

elements.

2) GANOCELIUM( GL):Ganocelium is pulverized

mycelium of Ganoderma lucidum (450mg capsules). It is

different from Reishi Gano that the Ganoderma lucidum

used are harvested from a 18-day old Mycelium of

Ganoderma lucidum.

3) SPIRULINA:DXN's Spirulina Tablets are specially

formulated with 100% spirulina and processed into tablet

form to provide nutrients that are essential for a balanced

health diet and vitality. Herbal tablets can be enjoyed at any

moment.

4) SPIRULINA CEREAL:DXN's Spirulina Cereal is an

instant, high nutritional spirulina cereal with spirulina

extracts. It is made from high quality fiber cereals and

spirulina powder, and it is one of your best nutritional

sources. Mix a sachet of Spirulina Cereal with a glass of

cold milk or water to enjoy a daily balanced nutritious

food.

4) ZHI MINT: This good and unique Ganoderma throat

drop soothes your throat and refreshes you breath. The

natural, soothing qualities of herb are packed into

convenient packs and have an unmistakably delicious

flavor.

FOOD AND BEVERAGE PRODUCTS OF

DXN:

1) LINGZHI COFFEE( 3 IN 1):Lingzhi Coffee 3 in 1 is a

coffee beverage uniquely blended with the finest coffee

beans, Ganoderma extracts, sugar and low fat creamer.

Coffee is packaged individually in small sachets for instant

satisfaction and everyday-use convenience.

2) LINGZHI BLACK COFFEE:Lingzhi Black Coffee is

a coffee beverage uniquely blended with the finest coffee

beans and Ganoderma extracts. Coffee is packaged

individually in small sachets for instant satisfaction and

everyday-use convenience.

3) VITA CAFE: Vita Café is the latest, great tasting

natural coffee, brought to you by DXN! It is a unique blend

of high quality Ginseng and Tongkat Ali powder with

Ganoderma extract. DXN Vita Café is conveniently

prepared in the form of premix coffee for easy

consumption. All you need is to add the instant powder of

Vita Café into a cup of hot water to experience the rich

aroma of Vita Café.

4) SPICA TEA: pica Tea is specially formulated with

Ganoderma, Radix Glycyrrhizin and other natural herbs. It

is mild and does not contain caffeine, artificial coloring or

preservatives, suitable for people of all ages. Spica Tea is

packaged individually in small sachets for everyday-use

convenience.

5) COCOZHI:Cocozhi is a hot chocolate cocoa beverage,

uniquely blended with cocoa, Ganoderma extracts, and

skim milk powder.

6) MORINZYME:DXN's leading fermentation technology

has brought an innovative new product - Morinzyme; a

specially formulated concentrate of fermented botanical

noni juice that contains all the natural enzymes produced

from the fermentation process. Enzymes are important for

metabolism, such as enhancing digestion, nutrient

absorption as well as assisting in cellular regulations..

COSMETICS PRODUCTS

1) ALOE-V CLEANSING GEL:A mild and fresh

cleanser specifically formulated to comfort and hydrate all

types of skin. Extract of Aloe Vera replenishes the moisture

reserve of your skin, helping to keep your skin soft, radiant

and healthy.

2) ALOE- V HAND AND BODY LOTION:A non-greasy

moisturizing lotion containing Aloe Vera, a natural

moisturizer noted for its deep penetrating abilities to soothe

dry skin. Blended with Vitamin A, it preserves skin's

natural moisture, leaving it dewy soft and smooth.

3) ALOE-V HYDRATING TONER:A hydrating formula

that contains Aloe Vera extract, Witch Hazel and Amino

Acids which acts as a special skin moisturizer; help to

remove the dull and lifeless surface cells and tighten the

skin pores to provide a good secondary cleansing.

4) ALOE-V AQUA GEL (DAY CREAM):An easily

absorbed, hydrating and moisturizing gel that contains Aloe

Vera Extract, special moisturizers and humectants to help

in maintaining good skin structure and prolonging a

youthful-looking appearance, leaving the skin feels sooth,

soft and smooth.

5) ALOE-V NUTRICARE CREAM ( NIGHT

CREAM):A rich night cream that contains Aloe Vera

Extract and a beneficial blend of botanical extracts which

forming a protective film against moisture loss. Help to

restore its natural defense system and moisture barrier

while sleeping.

6) TEA TREE CREAM: Tea Tree Cream is a soothing

skin cream prepared by using pure tea tree oil. The oil is

highly lipophilic (attracted to fats, solvent) and it is rapidly

absorbed through intact skin. Tea Tree Cream is suitable

for skin hygiene and protection. This preparation is safe for

whole family.

7) GANOZHI TOOTHPASTE:Ganozhi Toothpaste is

specially formulated with Ganoderma extract to effectively

maintain your oral hygiene. It is a natural teeth-cleaning

remedy and does not contain saccharin, fluoride, coloring

or fine sand.

8) GANOZHI SHAMPOO:Ganozhi Shampoo contains

Ganoderma extract and Vitamin B5 that revitalizes the

natural beauty of your hair and makes it naturally soft and

healthy. It is mild and gentle, suitable for all hair types.

1) GANOZHI BATH GEL: Ganozhi Bath Gel

contains Ganoderma extract and Vitamin E that

gently cleanses your skin while maintaining the

moisture level of your skin. It contains no artificial

coloring and is suitable for all skin types.

2) GANOZHI SOAP: Ganozhi Soap contains

Ganoderma extract and palm oil. It washes away

dirt and gently cleanses the skin while preserving its

natural oils. Ganozhi Soap is suitable for people of

all ages and for daily use.

3) GANOZHI MASSAGE OIL: Gano Massage Oil

contains the finest palm oil and Ganoderma extract

suited for every massage need. It is all-natural and

rich in antioxidant. Best for all skin types and all

ages. For revolutionary way to perk up every

massage encounter, use Gano Massage Oil.

CULTIVATION AND PRODUCTION

PROCESS

DXN farm adopts organic cultivation process that uses

natural materials such as rice chaff and saw dusts instead of

chemical fertilizers, insecticides and hormones. This

method provides 200 kinds of primary and secondary

elements such as enzymes, amino acids, vitamins,

carbohydrates and trace elements that help to improve the

crop’s quality, growth and resistance to pests.

Organic Cultivation Process

1. Materials that are used as organic media.

2. Filling up of the organic media into the polybags

3. Polybags are closed with plastic caps

4. Polybags are placed in sterilization chamber

5. High technology sterilisation machine

6. Placing the polybags in the shed

7. The suspension arrangements of polybags to avoid

the pervasion of unwanted material

8. DXN Ganoderma takes only 3 months to harvest

compared to technology adopted to other countries.

The yield is rich in medicinal and nutritional values

of its constituents.

The Production Techniques

The advanced techniques which have been adopted in the

factories were developed by the specialists to ensure that

the product quality meets the international standards set by

any local and foreign government. During the production

stages stringent measurements are carried out to ensure the

products quality to its best. The active element s of the raw

materials is preserved during the production stages. So that

the products remains as natural as its origin. The products

are free of any artificial colorings, preservatives and

flavoring.

Production Process

1. Producing capsules through automatic machines

2. Capsule polishing process to ensure its cleanness

3. Quality control department

4. Insertion of silica gel into the bottle

5. Bottle labelling to provide a unique identity to

ensure product control.

6. Labelling of manufacture and expire date on every

product

7. Finishing touch given to RG and GL capsules

8. Finished product ready to be distributed

There are more than 200 elements in ganoderma.

Out of these 200 the major bio active elements in

ganoderma are as follows;

Polysaccharides

Organic Germanium

Adenosine

Triterpenoids

The raw materials for the organic cultivation of

ganoderma are as follows;

Rice husk

Rubber wood saw dust

Humid climate >90 %

Water

UNIQUENESS OF DXN PRODUCTS

The uniqueness of DXN products are as follows;

Organic cultivation

International cultivation

Suit daily needs

Convenient packs

HUMAN RESOURCE DEPARTMENT

Personal management refers to that management which

deals with planning, organizing, directing and controlling

the functions of processing developing maintaining and

utilising the workforce in the enterprise to help in the

achievement of its objectives. The human factor in every

enterprise constitute of the most significant aspect

considered as the survival of that enterprises because every

business must ultimately depend the best possible effort of

the human beings working for it. So the management must

establish the best possible relationship between the people

working for the enterprise. Failure results in the poor HRM

and could make management in effective no matter how

efficient it is.

EVALUATING VACANT POSITIONS

The first step in responding to a vacancy is to review the

organizational needs and determine the most effective way

to support the company’s mission. Factors to consider

when evaluating a vacant position should include the

organization’s current business needs, program

requirements, as well as changes in the position’s reporting

relationship, duties, responsibilities and employment.

RECRUITMENT AND SELECTION

PROCESS

DXN’s recruitment goal is to attract and employ a highly

qualified and diverse workforce to provide quality services

to the company for long run. The focus of recruitment is

not merely to attract candidates but attract and hire

qualified candidates. The employment work profile is the

corner stone of the recruitment process and is the basis for

validating employment. The position should be assigned to

its proper career group and role and if appropriate a hiring

range is assigned.

The selection criteria are an essential part of recruitment

and selection process. It is important that the criteria be

directed to the core responsibility of the position that they

be job related. The selection criteria provide the foundation

and justification for the following.

Manpower requisition

Screening out unqualified candidates

Determining who will be interviewed

Developing interview questions

Determining whom to hire

The qualification of individuals depends upon their various

positions. Minimum qualification is the knowledge and

skills, education and experience that an applicant must

possesses in order to perform the critical job requirements.

JOB SPECIFIC INFORMATION

The content of the job announcement can take several

forms depending on the media used like agency website,

news paper line or display ads. The major agencies are as

follows: Supreme Consultancy, ATZ Consultancy, Sanj

Consultancy and Career Consultancy. The announcement

should communicate to the potential applicant’s essential

information about the job in an appealing and compelling

manner. It should relay to the applicants the features and

characteristics of the job. It is the first way an applicant

becomes interested in a job or an employer.

The purpose of screening is to eliminate the unqualified

applicant and to identify the promising candidates. The

main objective of the screening is to reject the unqualified

one for the job. This is usually done through a comparison

of the application or resume to the selection criteria.

INTERVIEW PROCESS

A set of interview questions should be developed in

advance and asked of each applicant and their responses

must be documented. Determine the qualities that are most

important for someone in the position and design questions

that can assess whether a candidate possesses them. The

questions should be job related and should elicit

information related to the applicant’s knowledge skills and

past experiences. The participants in the interview process

should have a clear understanding of the core

responsibilities.

INDUCTION TRAINING

A comphrensive orientation provides new employees with

information that will allove them to transition into the work

place and provide an overview of the department and the

company as a whole. It lays the foundation for the employs

entire career with the company. An effective training

provides communication between the supervisor and the

new employee, as well as providing the new employee with

the information and confidence that allows him/her to

successfully adapt to the new environment.

The goal is to make the orientation experience enjoyable

and memorable for the new employee. The topics to cover

during orientation include:

History, mission and goals of the company

Employee work profile

Department and company norms

PERFORMANCE APPRAISAL

The performance appraisal is conducted on an annual basis.

The performance management expands the concept of

linking employee performance to pay. The main feature of

it includes fewer performance rating levels, an extended

probationary period for new employees, self assessment

and employee feedback on supervisor’s performance. The

summary of the annual achievement goals of the employee

and the remarks done by the superior is also mentioned in

the performance appraisal.

The employee should be evaluated on the basis of their

Skills, Knowledge, Attitude and Miscellaneous.

RULES AND REGULATIONS

1. Employ will be entitled to leave as per the company

policy

2. ESI, PF, Income Tax if any statutory deductions

will be made as per the relevant Act and Rules.

Salary will be paid according to the English

calendar month.

3. The employee shall readily and cheerfully obey and

execute lawful and responsible orders of the

company and its Directors.

4. During the period of service, the employee shall not

take any service or employment or assignment

elsewhere or engage directly or indirectly to work

of any other person, firm or company.

5. Any absence for a continuous period of ten days

without any prior approval of the management and

outstayed for more than ten days would make

employee to lose his /her service without any

notification or intimation.

CODE OF CONDUCT FOR STAFF

The code of conduct applies to all staff. The code

outlines in one document the guidelines for staff

conduct. It also provides guidance on how to exercise

good judgement in ethical matters, and it includes

practical examples to illustrate how the rules can be

applied. The code clarifies and expands upon a number

of rules. The on use and disclosure of information

provide clear and practical guidance to staff.

Act always honestly and impartially when

carrying out your duties

Never make private use of nor disclose without

authorization, any confidential information you

obtain through your work.

Avoid outside activity that could reasonably be

perceived as a conflict of interest

Always treat others in a courteous and

professional manner.

GENERAL RULES

All staff of DXN has to report to the office on time.

Time Schedule

10:00 am-7:00 pm (Monday-Saturday)

Lunch Break 1:30-2:30

Sunday is holiday

SAFETY POLICY AND FIRE SAFETY

POLICY

1. Fire extinguishers are not to be removed from

their proper locations or discharge unless there is

a true fire emergency.

2. There are 20 fire extinguishers. It is placed in an

appropriate position,

3. Safety signs and markings are not to be altered,

destroyed, covered or removed.

4. Fire and safety policy is a major criterion in

performance evaluation.

5. Excessively disorderly conditions and the storage

of excessive amounts of paper or recycles are

prohibited.

Conditions for HR strategy effectiveness

The following appear to be conditions that affect the

success of HRD strategies:

An understanding of links between HRM and

business needs.

Diagnostic skills to audit and take stock of existing

skill base in the light of anticipated changes.

Sensitivity to changing internal situations during

major periods of change.

Political skills to mobilise internal and external

forces to change, creating increasingly self-

reinforcing patterns of HRM.

The HRD in my point of view, should be in DXN:

Business driven.

Research driven.

Process sensitive.

Systems driven.

Strategic thinker.

Good human being.

Value driven.

Change manager.

Focused on issues.

Moving away from recruitment and retention.

Focused on value addition and people utilization.

Focused on intellectual capital generation,

utilization and multiplication.

Business driven

Business driven does not necessarily mean that one should

work only in profit-oriented organisations. Over a period of

time, the distinction between profit and non-profit

organisations is becoming thinner. Non-profit organisations

are becoming profit-oriented and profit-oriented

organisations are becoming philanthropic. Irrespective of

the organisation he/she works for, the HRD manager

should be driven by the business or the purpose or the

activities for which the organisation was set-up. When I say

business driven, I mean he/she should be concerned single-

mindedly with the goals and missions of the organisation.

He should become a partner in the business or a

shareholder of the dreams of the founders and others who

have set up the organisation. Without the single-minded

devotion to goals and the mission of the organisation, the

HRD managers cannot do perfect justice to their role.

The following is a checklist of indicators of the extent to

which the individual is business driven:

Short-term and long-term awareness of the goals of

the organisation.

Feel an integral part of the mission and vision of the

organisation.

Awareness of all products and services of the

organisation.

Awareness of the financial details of the

organisation where the income or the money is

coming from and where it is going, etc; able to read

the balance sheet of the organisation.

Awareness of the technology used by the

organisation (its various functions, departments,

SBUs, etc, if it is an NGO, the pedagogy used,

methods of intervention used, philosophy, etc, if it

is an educational institution, various methods of

learning forms, including online learning, distance

education, etc, and its location in world trends.

Aware of the costs of technology and finance.

Sources of technology and costs.

Future potential for business and organisations’

market share or contributions to society. Awareness

of the future market potential of the organisation.

Research driven

Even if HRD do not undertake research themselves, they

should be willing to base their judgments and strategies on

scientific enquiry and research findings. They can make a

lot of difference.

Know research and its potential in raising the right

kind of answers.

Use research as a strategic tool to enhance the

output of human resources.

Use research to motivate and develop competencies

of people.

Use research to find out human capacity enablers,

change management tools and efficiency and

effectiveness of individuals, roles, teams and the

organisation.

Process sensitive

One should be aware of the internal processes and

mechanisms. The internal processes may include the work

organisation, organizational structure, its functionalities

and dysfunctional ties, etc. He should be sensitive to the

processes and their costs as well as benefits. The processes

may include the decision-making culture, values, norms,

etc.

Aware of the way the tasks are allocated.

Aware of the people processes and their strengths

and weaknesses.

Understanding the character of the organisation.

Aware of the internal structure.

Aware of the way similar organisations are

structured.

Aware of the process and process dynamics.

Knowledge of organisational structures and their

positive and negative consequences.

Sensitive to process dynamics.

Aware of conflict and their sources.

Aware of the way that structures interact with

people and produce dynamics.

Aware of the meaning of synergies and the way

synergies can be built.

Aware of the way the organisation does its business

and the culture of the organisation.

Aware of the norm values and other internal

processes.

Aware of the way the organisation functions.

Systems driven

Highly systematic, believes in systems as strengths.

Understands the limitations of systems, specially

people systems and at the same time, appreciates

their utility.

Sees a system as enhancing predictability and

controllers of costs and overheads.

Sees systems as simplifiers of life and enhancers of

organizational effectiveness.

Should be a promoter of all systems.

Should appreciate the need for HRD systems.

Aware of a variety of systems dealing with other

functions and their advantage: TQM, ISO, MIS,

SAP, ERP, HRIS, Financial Information Systems,

etc.

Thinks in a positive way about systems and their

use.

Strategic thinker

Aware of company strategies.

Participates in strategy formulation.

Thinks long-term for the company.

Strategic thinker.

Aware of the best practices in different functions

and of different companies globally in related

businesses.

Knows the structure of organisations. Aware of

strategies used by competitors and collaborators.

CUSTOMER SERVICE DEPARTMENT

INTRODUCTION

Customer Service Department satisfy the various needs of

the customer. So it is very important to have the talent to

satisfy the customers several types of queries. There are

lots of customers problems are faced by this department

and it is solved in a highly professional touch.

FUNCTIONS

DXN keeps a special format for various types of customer

need. When they get the various problems from the

customers through mail or letter then the department

opened a special file regarding through that. These

departments have also created various customers problem.

These problems are classified under seven heads. They are

as follows.

1. Bonus related (customer service)

2. Newsletter related(customer service)

3. Finance related(finance department)

4. Identity card(data entry department)

5. Consignment related(ware house

department)

6. Unethical activities(customer service and

stockist department)

7. Others

CUSTOMER SERVICING

PURPOSE

To ensure there is proper procedure and

control for services provided to distributors/

customers

To ensure there is proper record and

documentation for services provided to

distributors/ customers

They handle telephone calls, receiving walk in

customers, fax, letter, email, front office

decoration and extended services.

BONUS RETURN RECTIFICATION

PURPOSE

To ensure there is proper procedure and

control for handling and maintaining

complaints or queries related to returned

bonus

To ensure proper record and

documentation

PROCEDURE

COMPLAINT PERTAINING TO CSD

PURPOSE

To ensure there is proper procedure for

complaint handling pertaining to CSD

To ensure solving of consumer queries

with a part time limit

To maintain proper record of all the

complaint in the data bank

To ensure there is customer satisfaction

Receiving returned bonus

Updating correct address

Requesting address confirmation

Feedback from member /sponsor

CHAPTER 2

RESEARCH

METHODOLOGY

RESEARCH METHODOLOGY:

The purpose of methodology section in the project making

is to describe research process that is followed while doing

the main part. This would however include the project

design, sampling procedure, and data collection method.

The methodology that will be followed during the

preparation of the project will be:

Research definition

Research is a common parlance refers to search for

knowledge; one can define research as a scientific and

systematic search for pertinent information on a specific

topic. In fact , “ research is an scientific investigation ”.

According to Redman and Mory:

“Research is a systematical effort to gain new knowledge”

Problem description

The first step in research methodology is to find the

problem. Someone says that if a problem is defined well

then it will give us half of the answer and a poorly defined

problem creates confusion for the researchers.

Two types of data resources are used:

1) Primary data

2) Secondary Data

Primary Data- Primary data is that kind of data which is

collected by the investigator himself for a specific study.

The data search collected is original in character. The

advantage of this method of collection is the authentic.

a) Survey through Questionnaire: A set of

questions was put together in the form of

questionnaire to collect the information from

customers in Delhi.

b) Personal Interviews and meetings:

Information about the products was also

collected from the bank, and the internal

information about the organization was also

collected from sales representative of Standard

Chartered bank through personal visit.

Secondary Data- When an investigator uses the data that

has been already collected by others is called secondary

data. The secondary data could be collected from Journals,

Reports and various publications. The advantages of

secondary data can be –It is economical in terms of money

and time spends.

Presentation of data

The data collected is of no use unless and until it is given in

a presentable form. Thus after proper organization, the data

is given in a presentable form with complete details with

the help of bar diagrams, charts………...

Analysis of data

The data is carefully analyzed keeping in consideration

both the pros and cons for the purpose of arriving at

concrete conclusions. Graphical technique is adopted for

the analysis. All the important graphs relating to the

delivery channel is explained for the analysis.

Interpretation of data

After carefully analyzing the data, it has been aptly

interpreted in order to give concrete conclusions and proper

recommendations. Proper interpretation of the graphs has

been explained so that one can easily take the decision and

interpret the position of the rural insurance in comparison

with urban insurance.

MODE OF COLLECTING DATA:

§ Primary data : interaction with

employees and customers

§ Secondary data : books, business

magazines, journal.

STATISTICAL TOOLS USED

The next step is to extract the pertinent information from

the collected data. In this report the collected data is

tabulated and presented with the help of relevant statistical

tools. The bar charts and pie-charts with percentage were

prepared to render the impact of study.

Microsoft Excel.

RATIONALE OF THE STUDY:

It gives us the information regarding working of

DXN.

It provides knowledge regarding the level of

satisfaction customers from the product and services

point of view they are satisfied with the present

services of the company or not.

It provides knowledge about what are the various

code of conduct of the staff members which they

should follow in the company premises.

Through this study we get to know how DXN

recruits and selects its employee through various

stages.

It provides us the knowledge about how Ganoderma

is cultivated by using natural materials such as rice

chaff and saw dusts instead of chemical fertilizers.

It provide knowledge how customer service

department solve lots of customers problems are

faced by this department and it is solved in a highly

professional touch.

SCOPE OF THE STUDY

This project work a wide scope from consumers to the

company itself, it is of great importance. Some of them are

given below :-

1. This project is useful for the company to know about

the present condition of the company in the market and

the views of the customer. The questionnaire provided

here helps the bank to know the Customer wants and

satisfaction . The analyses and interpretation of the data

provides the DXN the feedback which is of great

importance. Company can modify its such a way that

the need of the customer are properly fulfilled.

OBJECTIVES OF THE STUDY

To know about the level of satisfaction of the

customers to the product and company point of

view.

To study about the various HR policies followed by

the company for recruitment, selection, induction,

and training.

To know more about the product range offered by

the company to its customers.

To get the practical as well as the theoretical

knowledge regarding the company management

system.

To know that Company follows proper procedure

and control for handling and maintaining

complaints or queries of the customers.

To study about the Ganoderma and its medicinal

properties and cultivation process of Ganoderma.

LIMITATIONS

Due to the following unavoidable and uncontrollable

factors the result might not be accurate. Some of the

problems faced while conducting the survey are as

follows:-

Sample size during the survey could not be taken

higher due to time constraint.

People mind set about the survey was an

obstacle in Acquiring complete information &

positive interaction.

In-depth hr information could also not be attained

due to the policies of the company.

There may be some concepts and standards which

could be of high nature and are not easy to

understand.

There may be some biasness in the answers of the

respondents.

Mindset of people may very depending upon their

age, gender, income etc.

Time & Money constraint is there.

CHAPTER 3

DATA

ANALYSIS &

INTERPRETATI

ON

1. How satisfied are you with the quality of the product?

1=2 2=2

3=7 4-8

5=11

Quality of the product

2 2

78

11

0

2

4

6

8

10

12

1 2 3 4 5

No. of responents

Series1

36.6% of the people are very satisfied with the quality

of the product which is very good for the company and

company needs not to worry about the quality of the

product. Only 6.66% of the people of the customer does

not satisfied with the product which is very less may be

they didn’t get the right product or the product doesn’t

work for them.

2. How satisfied are you with the price of the product?

1=2 2=4

3=8 4=9

5=7

2

4

89

7

0

1

2

3

4

5

6

7

8

9

1 2 3 4 5

Price of the product

Series1

30% of the customer are satisfied with the price of the

product which is not very high, only 23.3% of the

customers are satisfied with the price of the product

which is very less. So that company needs to reduce

their prices.

3. How satisfied are you overall with the service you

received?

1=2 2=3

3=7 4=8

5=10

Services received

7%10%

23%

27%

33% 1

2

3

4

5

33% of the customers are very satisfied with the

services they received which is the highest only 7% of

customers are not satisfied with the price of the product

so it is to get the idea that customers are very satisfied

with the services they received.

4. How satisfied are you with the speed in which the

product was delivered?

1=2 2=4

3=7 4=8

5=9

Speed of product delivered

7%

13%

23%

27%

30%1

2

3

4

5

30% of the customers are very satisfied with the

delivery of the product which is the highest. 27% of the

customers are satisfied and only 7% of customers

dissatisfied with the delivery of the product.

5. How satisfied are you with the ease of contacting the

person you needed?

1=1 2=3

3=6 4=9

5=11

Contacting of the person

13

6

911

0

2

4

6

8

10

12

1 2 3 4 5

No. of respondents

Series1

36.6% of the customers are very satisfied with the

contacting person they need which is very high, 30% of

the customers are satisfied with the contacting person

they need which is very good for the company.

6. How satisfied are you with the clarity of information

or advice provided?

1=0 2=3

3=8 4=10

5=9

Clarity of Information

0

3

8

109

0

2

4

6

8

10

12

1 2 3 4 5

No. of respondents

Series1

33.33% are satisfied with the information they received

but only 20% customers are very satisfied which is not

very high it means company should simplify the

information they provide to the customers.

7. How satisfied are you with the time taken to respond

to telephone enquiries?

1=1 2=3

3=8 4=9

5=9

Response to telephone enquiries

3%10%

27%

30%

30%1

2

3

4

5

60% of the people are satisfied with the time taken in to

solving their queries received which is very high. Only

one customer is not satisfied because when he was called

up in the company, staff people does not able to reply in

time.

8. How satisfied are you with how your telephone

enquiries were dealt with?

1=1 2=4

3=7 4=8

5=10

dealing to telephone enquiries

1

4

78

10

0

2

4

6

8

10

12

1 2 3 4 5

No. of respondents

Series1

33.33% of the customers are very satisfied to the staff

members in solving their problems over phone is very

good. Only 3% customers are not satisfied which is very

less.

9. How satisfied are you with the time taken to respond

to written /postal enquiries?

1=1 2=3

3=9 4=8

5=9

Respond to postal enquries

012345678910

1 2 3 4 5

No. of respondents

Series1

30% of the customers are neither satisfied nor satisfied

with the response to their postal enquiries which is

equal to the very satisfied people.26.6% of the

customers are satisfied with the services they received.

So, that company need to focus bit to improve their

postal services.

10. How easy was it to find information on the Scheme?

1=2 2=3

3=7 4=9

5=9

Information scheme

7%10%

23%

30%

30%1

2

3

4

5

60% of the customer are satisfied with the information

scheme they received, they will easily make out the

schemes they received. 23% are neither satisfied nor

dissatisfied because they are not much educated to get

the all information.

11. How easy was it to understand and complete the

membership form?

1=3 2=4

3=8 4=9

5=8

Membership form

9%

13%

25%

28%

25%

1

2

3

4

5

25% of the customers are satisfied with the membership

forms which is comparatively less than the satisfied

customers. 9% customers are strongly dissatisfied

because they need to find the existing customer of the

company to which is difficult to find out some time.

12. How satisfied are you with the relevant knowledge

of the staff you dealt directly with?

1=1 2=3

3=8 4=8

5=10

dealing of customers

3%10%

27%

27%

33% 1

2

3

4

5

33% customers are very satisfied with the knowledge of

the staff members they directly deal they provide them

the exact information they needed on time. Only 13% of

the customers are dissatisfied which is not very high.

13. How satisfied are you with the courtesy of the staff?

1=1 2=2

3=7 4=8

5=12

Courtesy of the staff

0

2

4

6

8

10

12

14

1 2 3 4 5

No. fo respondents

Series1

40% of the customers are very satisfied with the

courtesy of the staff people, 26.66% are satisfied with

the courtesy of the staff people only 3% customer are

not dissatisfied with the courtesy of the staff people

which is very less.

14. How satisfied are you with the helpfulness of the

staff?

1=1 2=3

3=8 4=9

5=8

Helpfulness of the Staff

1

3

98

9

012345678910

1 2 3 4 5

No. of respondents

Series1

56.66% of the customers are satisfied with the

helpfulness of the staff personnel, 13.33% customers are

dissatisfied with the helpfulness of the staff personnel.

Which is again not very high so one can easily make out

staff members are very helpful.

15. How satisfied are you that the staff showed interest

in you as an individual / treated you as a valued

customer?

1=1 2=3

3=7 4=9

5=10

Treating of customers

3%10%

23%

30%

34% 1

2

3

4

5

54% of the customers are satisfied with the treating

them as valued customers, because there is most of the

time meeting is organized by the company to solve the

problems of the customers.23% of the customers are

neither satisfied nor dissatisfied with treating them

because some time customer does not get convinced and

do not buy the products that time staff does not pay

great attention towards the customer.

16. How satisfied are you with the way problems were

resolved?

1=0 2=3

3=7 4=9

5=11

Resolving of problem

0% 10%

23%

30%

37% 1

2

3

4

5

67% of the customers are satisfied with the solving of

their queries because every problem is discussed with

the experienced people of the company. So that

customers does not face any problem in future.

CHAPTER 4

MAJOR

FINDINGS

MAJOR FINDINGS OF THE STUDY

Quality of the DXN products is very good and most

of the customers are satisfied with the products of

the company and they given the good ranking to the

products.

Price of the company products is bit high and most

of the customers do not satisfy with the price of the

product.

Services provided by the company is quite good and

most of the customers likes the services received by

the company.

If customer have any queries than company

personnel available to solve their queries and if

customers face any problem they can easily contact

the person they need.

The information which is related to bonus and

points did not understandable by some of the

customers because it is bit critical.

Most of satisfied are with the time taken to respond

to telephone enquiries because according to them

the staff personnel puts sincere efforts to solve the

queries of the customers.

Customers are satisfied with the time taken to

respond to written /postal enquiries because but

some time there is a delay too in responding the

queries. But most of the time it is satisfactory.

Information schemes are in understandable form but

some time there is difficulty in understanding the

information.

Most of the time customers understand and

complete the membership form easily but some

time they face problems because they need to find

the existing customer of the company which is

difficult to find out some time.

Most customers are very satisfied with the

knowledge of the staff members they directly deal

they provide them the exact information they

needed on time.

Most of the customers are very satisfied with the

courtesy of the staff people because they treat them

very well.

Most of the customers are satisfied with the

helpfulness of the staff personnel, but on the other

hand many of the customers are neither satisfied nor

dissatisfied with the helpfulness of the staff

personnel.

Many of the customers are satisfied with the

treating them as valued customers, because there is

most of the time meetings organized by the

company to solve the problems of the customers.

Most of the customers are satisfied with the solving

of their queries because every problem is discussed

with the experienced people of the company. So

that customers does not face any problem in future.

CHAPTER 5

CONCLUSION

&

RECOMMEND

ATION

CONCLUSION &

RECOMMENDATION

Most customers are neither satisfied nor dissatisfied

with the helpfulness of the staff personnel staff

personnel need to always help the customers and

superior must take care of that whether the staff

member treating the customers properly or not.

The company should low down the prices of their

products without compromising the quality so as to

survive in today competitive world and to satisfy

the customers wants and desires.

The company can go for advertising of its products

as most of the people do not know about the

products so to create more awareness & increasing

the customer base.

The information which is related to bonus and

points did not understandable by some of the

customers because it is bit critical so, that company

should simplify their bonus schemes.

Some time customer face problems in filling up

membership because they need to find the existing

customer of the company which is difficult to find

out some time. To remove this barrier company

should simplify its policy.

In market now a days various competitors of the

company like Amway, Oriflame, Avon, Medicare

and many more in this time company should more

focus on retaining the existing customer and try to

attract new customers by providing them some new

and attractive products.

Company ensure there is proper procedure and

control for services provided to customers and there

is proper record and documentation for services

provided to customers.

REFRENCES

WEBSITES:

http://www.dxn-india.com/products.asp ,

Last accessed on 25 th aug, 8:30pm

http://realhealth2wealth.com/

dxn_membership_form.htm

Last accessed on 28 th aug, 6:30pm

http://realhealth2wealth.com/products.htm

Last accessed on 20 th aug, 9:00pm

http://www.mlmthegame.com/network-

marketing-history.html

Last accessed on 27 th aug, 7:00pm

MAGAZINES:

DXN- Obtainer Magazine

DXN Magazine vol 2, issue 1

DXN Magazine vol 2, issue 1

QUESTIONNAIRE

Organisation Name: Daehsan Trading India Pvt Ltd

Contact Name:

Email Address:

Contact Tel (inc. STD):

Date:

Instructions

When responding to the questionnaire, please use the following

scores: The scores correspond to the following:

5 = very satisfied

4 = satisfied

3 = neither satisfied, nor dissatisfied

2 = dissatisfied

1 = very dissatisfied

Product

1. How satisfied are you with the quality of the product?

1 2 3 4 5

2. How satisfied are you with the price of the product?

1 2 3 4 5

Delivery

3. How satisfied are you overall with the service you received?

1 2 3 4 5

4. How satisfied are you with the speed in which the product was

delivered?

1 2 3 4 5

Communications

5. How satisfied are you with the ease of contacting the person

you needed?

1 2 3 4 5

6. How satisfied are you with the clarity of information or advice

provided?

1 2 3 4 5

7. How satisfied are you with the time taken to respond to

telephone enquiries?

1 2 3 4 5

8. How satisfied are you with how your telephone enquiries were

dealt with?

1 2 3 4 5

9. How satisfied are you with the time taken to respond to

written /postal enquiries?

1 2 3 4 5

10. How easy was it to find information on the Scheme?

1 2 3 4 5

11. How easy was it to understand and complete the membership

form?

1 2 3 4 5

Quality of Staff

12. How satisfied are you with the relevant knowledge of the

staff you dealt directly with?

1 2 3 4 5

13. How satisfied are you with the courtesy of the staff?

1 2 3 4 5

14. How satisfied are you with the helpfulness of the staff?

1 2 3 4 5

15. How satisfied are you that the staff showed interest in you as

an individual / treated you as a valued customer?

1 2 3 4 5

Problem Solving

16. How satisfied are you with the way problems were resolved?

1 2 3 4 5

17. Please use the space below for any further comments to your

responses, or any suggestions on how we could improve our

services.

CHAPTER

INTRODUCTIO

N