hindustan zinc ltd._summer internship_july2009_ hzl - internship project - revised 2 august 2009
DESCRIPTION
Identification of the hurdles to customer satisfaction and steps to overcome such hurdles of Acid Business Department of Hindustan Zinc Ltd. - Vedanta Group.TRANSCRIPT
‐ 1 ‐
SUMMER INTERNSHIP REPORT
ON
Study of Client Satisfaction Level in Hindustan Zinc Ltd. (Acid Business)
Submitted in Partial Fulfilment of the Requirement for the Degree
of Bachelor of Business Administration from Amity School of Business, Amity University, NOIDA
Submitted By: Mr. Zulfiquar Hadi B.B.A. (2007-10) Roll No.: A3906407G50 Enrolment No.: A3906407464 (+91-9910877534) [email protected]
Submitted to: Mrs. Nidhi Gupta Lecturer, Amity School of Business, Amity University, Sec – 125, Noida – 201303
‐ 2 ‐
Preface
Like many other universities and institutes, Amity School of Business
requires the students of Bachelor of Business Administration (BBA) to
undergo internship training at a business house of repute before awarding
the degree. I approached many business establishments out of which my
internship programme was arranged with Hindustan Zinc Ltd. (Udaipur,
Rajasthan).
Hindustan Zinc Ltd. (HZL) is a major producer of sulphuric acid which is a by-
product of their metal refining process. Sulphuric acid is used in
manufacturing of a variety of products. Clients of the acid business of HZL
are industrial houses engaged in manufacture of different commodities.
Because the company is in B2B (Business-2-Business) dealing, it did not
necessarily require deployment of any intensive marketing/advertising
method. However, it did require a built of customer relation and improvement
in the services rendered to boost its business and counter the competition.
As a marketing intern in Hindustan Zinc Ltd. (acid business), I found it
fascinating to go deep into the arena of research and study the acid
business’ initiatives towards marketing. Hence, in consultation with my
industry guide, I decided to explore depth of the big picture and undertake a
project for the same.
Zulfiquar Hadi
Udaipur,
2.07.2009
‐ 3 ‐
Acknowledgement
Starting from my primary school teachers, it would be impossible to thank
all of the individuals who made, in one way or another, contributions in
making this project possible. I would like to gracefully thank Mr. Sanjay Khanna (Associate General Manager & Head, Acid Business – HZL) for
providing me this research opportunity. I present immense thanks to my
industry guide, Mr. Jagdeep Singh (Associate Manager, Hindustan Zinc
Ltd.) and my faculty guide Mrs. Nidhi Gupta for providing me the grand
guidance during the research. I acknowledge the continuous support
provided by them throughout the study. I also acknowledge the assistance
provided by Mr. Varun Garg (Executive, Acid Marketing - HZL) and Mr. Amit Ajeet (Executive, Commercial - HZL) during the project. I am earnestly
thankful to Mr. Ravi Gupta (Head, Corporate Learning and Development -
HZL) for helping me overcome the hurdles during the project.
I would like to express my deep and sincere gratitude to Prof. Alka Munjal, who has, always, been a source of inspiration for me.
I am thankful to Mrs. Supriya Jha for providing me immense help in
designing the survey questionnaire cover letter.
I also owe many thanks to my senior secondary school teacher Mr. G.S. Mongia who has influenced my professional career as much as my family.
I am extensively thankful to my great family, especially to my parents and
maternal uncle for providing me a great moral support during this project.
I would like to thank all my dear friends for their support and presence in my
life.
(Zulfiquar Hadi)
‐ 4 ‐
Executive Summary
Hindustan Zinc Ltd. (HZL), an ancillary of Vedanta Resources, is a major
producer of zinc, lead, and silver in the country. Huge quantity of Sulphuric
acid is produced as a by-product of zinc and lead refining process which is
marketed to different manufacturing industries. This project was taken up
with the objects to quantify the current satisfaction level of the client
industries vis-a-vis marketing procedures of HZL acid business, to identify
the factors that may improve the satisfaction level of the clients and to
formulate long/short term plans to boost the acid business of the company.
Response of the clients was obtained though a scrupulously prepared on-line
questionnaire. The survey was based on seven criteria for evaluation that
included Product quality, Services rendered, Responsiveness, e-Salesmate,
Product pricing, Complaint handling, and overall Experience with HZL.
Responses were quantified on the basis of marks scored and were
categorized as Delight, Satisfied, Average, and Below Average. Overall
rating of the company was 82.8% which is in delight range. E-Salesmate was
the most appreciated service (87.7%) followed by services rendered (85.8%)
and complaints handling (85.4%). Product quality (79.7%) and
responsiveness (77.2%) were found to be comparatively weaker areas which
need to be improved.
‐ 5 ‐
Table of Contents
Topic Page no.
Chapter – 1 6
Introduction
Chapter – 2 22
Materials and methods
• Sampling
• Research design
• Methodology
• Analysis and interpretation
Chapter – 3 32
Results and discussion SWOT analysis
Chapter – 4 72
Conclusion and recommendations
Chapter – 5 75
Future prospects
Chapter – 6 76
Appendix
Chapter – 7 167
References
‐ 6 ‐
Chapter – 1
IInnttrroodduucctt iioonn Introduction of Vedanta Group: Vedanta, an over US $ 8.2 billion, Vedanta Resources plc (‘Vedanta’) is a
London listed FTSE 100 diversified metals and mining major. The group
produces aluminum, copper, zinc, lead and iron ore and also commercial
energy. Vedanta has operations in India, Zambia and Australia and a strong
organic growth pipeline of projects. With an empowered talent pool of
30,000 employees globally, Vedanta places strong emphasis on partnering
with all its stakeholders based on the core values of entrepreneurship,
excellence, trust, inclusiveness and growth.
Chairman – Mr. Anil Agarwal
Deputy Chairman – Mr. Navin Agarwal
Chief Executive Officer – Mr. Kuldeep Kumar Kaura
National presence
• Hindustan Zinc Limited (HZL)
• Sterlite Industries (India) Ltd (SIIL)
• Bharat Aluminium Company Ltd (BALCO)
• The Madras Aluminium Company Ltd (MALCO)
• Vedanta Aluminium Ltd. (VAL) Lanjigarh
• Sesa Goa Limited
• Sterlite Energy Limited
‐ 7 ‐
Global presence Copper Mines of Tasmania, Tasmania
Konkola Copper Mines, Zambia
Sterlite Group has also strong presence in Optical cables business through
Sterlite Optical Technologies Ltd. (a non Vedanta Company)
Project investments Vedanta is slated to make a $7.5 billion investment programmed. First phase
of $2.2 billion completed on time and within budget. The next phase of $5.3
billion is under implementation and on schedule.
‐ 8 ‐
INTRODUCTION OF STERLITE GROUP
Sterlite Industry India Ltd (SIIL), a part of Anil Agarwal Group is one of the
major players in Copper Industry. Twin star Holdings Ltd, Mauritius is the
parent company of the SIIL by holding 51% Equity in the later. SIIL in turn
controls Bharat Aluminum Ltd (BALCO) and Hindustan Zinc Ltd (HZL).
The company had in its Rs.551.5 cr bid for 51% stake of Balco. It plans to
make Balco the lowest cost aluminum producer over the next three years.
The company makes the substantial investment to make balco a world class
benchmark producer. Company’s vision to acquire Balco is to convert it into
a platform to move on and take on the International Market.
The Company takes 52% stake Zinc from Government of India at a price of
Rs.445 cr. acquired through Sterlite Opportunities and Ventures Ltd., a
special purpose vehicle set up for the same. SIIL is also planning for the
Restructuring its business under the scheme of arrangement by which, the
company would separate the copper business in a separate company. For
this a 100% subsidiary company was incorporated viz Sterlite Copper Ltd.
‐ 9 ‐
The Shareholders have approved the scheme of arrangement and the same
has been filed in the High Court of Mumbai and Chennai. During 2001-02 the
company embarked on a capital restructuring exercise whereby the company
will purchase from its existing
Shareholders up to 50% of its existing equity share capital at a consideration
of Rs.150 per fully paid up equity share. The same was approved by the
Board and Hon’ble High Court of Mumbai and accordingly the company has
purchased 2, 00, 68,004 equity shares and the same has been cancelled on
26th August, 2002.
Today the govt continues to hold a major 49.92% stake in the company.
Before sell off its stake was 75.92% the chairman of the company is a govt.
appointee & the govt. still retains control over HZL board with 6 of the
present 11 directors.
‐ 10 ‐
INTRODUCTION OF HINDUSTAN ZINC LTD
Hindustan Zinc Ltd. was created from the erstwhile Metal Corporation of
India (MCI) on 10th January 1966 as a Public Sector Undertaking in the
mining industry.
Industrial policy Resolution 1956 kept the extraction of ferrous and non-
ferrous mineral resources in the core sector keeping the right of extracting
the same exclusive to the government. Nationalization of Metal Corporation
of India is to been seen in the context. The authorized and paid up capital of
the company at the time of nationalization was Rs. 422.53 crores equally
divided into 422531900 equity shares of Rs. 10 each.
At the time of nationalization the company was having one mining unit i.e.
Zawar Mines, in the State of Rajasthan, one smelting unit i.e. Tundoo Lead
Smelter in the State of Bihar and another smelting unit is under construction
i.e. Debari Zinc Smelter in the State of Rajasthan – in its hand. The initial
production capacity of Zawar Mines unit was 500 TDP and that of the Lead
Smelter 500 TPA. After nationalization the government of India’s first task
was the completion of the Debari Zinc Smelter under construction and its
commissioning. The company has gradually increased its production
capacity so as to match the demand supply position of lead and zinc. Today
the Company’s market share is about 70% and it is continuously striving for
making the country a surplus one in respect of these two metals.
In April 2002, Sterlite acquired a 46% interest in HZL from the Government of
India and the open market, and it became a part of the Sterlite group. Since
then HZL has been growing from strength to strength. In August 2003,
Sterlite acquired a majority state in HZL by acquiring another 18.9% interest
from the Government of India.
‐ 11 ‐
HZL produces Zinc, Lead and by-products viz. Cadmium, Sulphuric Acid and
Silver. HZL achieved an all-time high production output of 81046.94 MT of
Zinc concentrate during 2007-08
Today HZL is India’s leading Zinc producer mine. It is one of India's leading
base metal producers, and is unique in the context of its technological
versatility coupled with vertical integration in several metals. HZL had
entered into a Memorandum of Understanding (MOU) with the Council of
Scientific and Industrial Research (CSIR) for setting up a nickel technology
proving plant of 10 tonnes per day. The technology is for extracting nickel
from overburden of chromite at the Sukhinda Mines in Orissa.
It has also signed an MOU with BHP Minerals, Australia, and is working on a
joint venture project for exploration of base and precious minerals in
Rajasthan. The company has entered into yet another MOU with Vigego,
Vietnam and La- Source, France, for exploration at Pac-Lang for gold
prospecting in Vietnam. HZL has also entered into an arrangement with
Broken Hill of Australia for grassroots exploration of zinc, lead and other
minerals in Rajasthan. HZL was negotiating with another Australian
company, Pasminco, for exploration in the Ajmer district. The company has
completed exploration for evaluation of Gossan resource in parts of agpura.
The Company has been declared a "Mini Ratna". Its Zinc Smelters are
situated in Chanderiya, Debari and Visakhapatnam. It has lead-zinc mines in
Dariba, Rampura Agucha, and Zawar. It has nearly 6400 employees.
Hindustan Zinc Limited with its world class mines and smelter has now
become world renowned lead zinc major. With the present tempo of work,
the company’s dream of making India a surplus country in respect of these
two non-ferrous metals, no doubt, will soon become reality1.
1 Ajeet, Amit (Executive, commercial – HZL)
‐ 12 ‐
Hindustan Zinc Limited (HZL), which is an ancillary of Vedanta Resources is
a London listed FTSE 100 diversified metals and mining company. The
group produces aluminium, copper, zinc, lead and iron ore and also
commercial energy. HZL is the operating company of Vedanta in Lead, zinc
and Sulphuric acid business.
HZL is world’s leader in Zinc, Lead, silver and Sulphuric acid business. It is
the 3rd largest producer of Zinc and Lead in the world2.
Hindustan Zinc is India’s only integrated producer of zinc and lead and is
among the world’s leading integrated zinc and lead producers. Its metal
production capacity is currently 754,000 tonnes per annum. The smelters are
situated at Chanderiya, Debari and Visakhapatnam and the mines are
situated at Zawar, Dariba and Rampura Agucha. Hindustan Zinc has about
6,400 employees. The company is a subsidiary of Sterlite Industries (India)
Limited3.
2 http://www.hzlconnect.com 3 http://www.hzlindia.com/index1.asp
‐ 13 ‐
COMPANY’S VISION:
The vision of Hindustan Zinc Ltd. is to be a world-class global company,
creating value, leveraging mineral resources and related core competences.
COMPANY’S MISSION STATEMENT:
• To be the lowest cost zinc producer on a global scale, maintaining
market leadership
• To attain one million ton zinc-lead metal production capacity by
2010
• To be innovative, customer oriented and eco-friendly, maximizing
stake-holder value4
4 http://www.hzlindia.com/vision.asp
‐ 14 ‐
SULPHURIC ACID
Sulphuric acid is produced as a by-product in the manufacture of Zinc by
Hindustan Zinc Ltd. The basic layout of hydro and pyro types of plants that
give SO2 as the output, which is then used to manufacture sulphuric acid is
given below:
HYDRO PYRO
Ore
(Zinc + Lead)
Zinc concentrate
Roaster
SO2
Sulphuric acid
Ore
(Zinc + Lead)
Lead concentrate
Sinter
SO2
Sulphuric acid
‐ 15 ‐
HZL has acid manufacturing plants in Chanderia, Debari and
Vishakapatnam. A plant at Dariba is expected to be operational in upcoming
3-4 months5.
Plant Location No. of
units Plant type Capacity per year
Chanderia 3 1 pyro, 2 hydro 7.5 lakh tons per year
Debari 1 Hydro 3.6 lakh tons per year
Vishakapatnam 1 Hydro 90 thousand tons per year
Dariba 1 ‐ ‐
Sulphuric acid is a clear, colourless, odourless, viscous liquid that is very
corrosive. As the largest-volume industrial chemical produced in the world,
consumption of sulphuric acid is often used to monitor a country's degree of
industrialization. Agricultural fertilizers represent the largest single application
for sulphuric acid (65%). Other uses include production of dyes, alcohols,
plastics, rubber, ether, glue, film, explosives, drugs, paints, food containers,
wood preservatives, soaps and detergents, pharmaceutical products,
petroleum products, pulp and paper. The common lead-acid storage battery
is one of the few consumer products that actually contain sulphuric acid6.
5 Garg, Varun (Executive, Marketing – HZL) 6 http://mooni.fccj.org/~ethall/h2so4/h2so4.htm
‐ 16 ‐
DEFINING CUSTOMER A person, willing to buy a product/service or having the ability to buy a
product/service can be called a customer. Every person who enters the
business is a potential customer. Even though they may not purchase
something today, they may purchase something tomorrow. What a
salesperson needs is a better way of determining who the customer really is.
One way of doing this is by understanding the steps of the buying and selling
process and then determining where the customer is in this process at the
moment the salesperson greets him.
For HZL, a customer is an industrial buyer, in other words a company who
buys Zinc, Lead, or Sulphuric Acid in bulk quantities for manufacturing,
processing or resale purposes and the terms of sale are mutually and mostly
personally agreed upon.
‐ 17 ‐
INTRODUCTION TO THE TOPIC
CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with
the products and services provided by a business7. In simple, customer
satisfaction level is an indicator of willingness of a consumer to continue
using the services/goods rendered by a services/goods provider. To
determine the satisfaction level of a consumer, ranges can be developed
which can, then, be used to quantify the satisfaction status of a consumer or
the range of satisfaction in which a consumer falls.
Delight: When the services provided by a business entity are better than the
expectation of a customer.
7 (http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐satisfaction‐‐413.php).
‐ 18 ‐
Satisfied: When the services provided by a business entity are as per the
expectation of a customer.
Average: When the services provided by a business entity are below the
expectation of a customer but he still continues the association.
Not satisfied: When the services provided by a business entity are worse
than the expectation of a customer and he seeks to shift to some other
services/goods provider.
‐ 19 ‐
RATIONALE OF THE STUDY
There is moderate level of competition in sulphuric acid business in the
country. And there is a need to retain the interest of the clients in dealing with
HZL. It was therefore, considered pertinent to evaluate the opinion of the
clients about acid business of the company. It is advantageous for a
company to build firm relations with its clients because loyal customers are
not expected to shift away in turbulent times. As a marketing intern in
Hindustan Zinc Ltd. (acid business), it was fascinating for the author to go
deep into the arena of research and study the initiatives of the company
towards marketing of sulphuric acid. The company is into B2B (Business-2-
Business) dealing and does not necessarily require implementation of any
intensive marketing/advertising method but does require a built of customer
relation and improvement in the services rendered. A survey was conducted
across the clients of the acid business of HZl to evaluate their satisfaction
level.
‐ 20 ‐
OBJECTIVES OF THE STUDY
1. To evaluate the present satisfaction level of the clients with operations
of HZL (Acid Business)
2. To identify the factors whose improvement may bring about an
upward shift in the satisfaction level of the clients and to recommend
appropriate steps for the same
3. To identify specific complaints of the clients
‐ 21 ‐
LIMITATIONS OF THE STUDY
1. The sample size is not expected to be adequate which may be a
major limitation of the project.
2. Because the survey is going to be online. Response rate is expected
to be low.
3. Extreme rating by few of the clients may affect the overall result of the
survey.
‐ 22 ‐
Chapter – 2
MMaatteerr iiaallss aanndd MMeetthhooddss Sampling Simple random sampling technique was adopted to identify thirty clients of
acid business – HZL. List of the clients included in the study has been
attached as appendix - I. The sample was quite balanced as it consisted of
traders, as well as agricultural industries which buy sulphuric acid from
Hindustan Zinc Ltd. The sample size makes 50% of the customers and
hence is adequate in reflecting the true sentiments of the clients.
Research design: Descriptive research design was adopted to carry out the study. A
descriptive research is designed to provide further insight into the research
problem by describing the variables of interest. It can be used for profiling,
defining, segmentation, estimating, predicting, and examining associative
relationships. Survey was conducted among the selected sample based
upon the questionnaire containing pertinent queries. It was coupled with ICT
(Information Communication Technology) and IT (Information Technology).
Layout of the research design is given below:
Ch
In
Analyse
Design a
hoose a gen
Stage 4
form conce
Stage
data
Stag
study
Sta
neral topic
‐ 23 ‐
4: Report &
erned depar
3: Implem
In
ge 2: Desin
age 1: Def
& followu
rtment in a
mentation
nterpret find
ng/Plan
finition
Focus
up
report
n
dings & dra
Collect dat
s on a specif
w conclusio
a
fic area
ons
‐ 24 ‐
METHODOLOGY
Customer satisfaction level was evaluated on the basis of seven parameters
namely (1) product quality, (2) services rendered, (3) responsiveness, (4) e-
Salesmate, (5) product pricing, (6) complaints handling and (7) Experience
with HZL. Four customer satisfaction levels were devised which were: (1)
Delight, (2) Satisfied, (3) Average, (4) Not Satisfied. Responses of the clients
were collected through an online survey. The survey questionnaire was e-mailed to the company clients. The response/feedback received from the
company clients/respondents was transformed into MS Excel sheet. The
excel sheet was designed in such a way that any rating filled in the sheet
would display a corresponding colour and shade: maximum satisfaction (dark green), just satisfied (light green), Neutral (yellow), below average (light red), and dissatisfied (red). At the same time it would be represented
in a histogram. The questionnaire has been attached as appendix – II. The
instructions for filling up the questionnaire were also sent along with the
survey questionnaire (Appendix – III)
The data collected in this study is a mix of primary and secondary data, majority of which is primary.
‐ 25 ‐
PRIMARY DATA
Primary research (also called field research) involves the collection of data
that does not already exist. This can be through numerous forms, including
questionnaires and telephone interviews amongst others. This information
may be collected in things like questionnaires, magazines, and Interviews.
The two basic types of primary research are qualitative and quantitative.
SECONDARY DATA
Secondary research involves the summary, collation and/or synthesis of
existing research rather than primary research, where data is collected from,
for example, research subjects or experiments. Also known as desk
research, secondary research is the most common research method
employed in the industry today. It involves processing data that has already
been collected by another party.
‐ 26 ‐
ANALYSIS AND INTERPRETATION The designed questionnaire had 35 questionnaires. A 5-pointer rating scale
was developed using ordinal ranking.
In ordinal ranking, all items receive distinct ordinal numbers, including items
that compare equal. The assignment of distinct ordinal numbers to items that
compare equal can be done at random, or arbitrarily, but it is generally
preferable to use a system that is arbitrary but consistent, as this gives stable
results if the ranking is done multiple times. An example of an arbitrary but
consistent system would be to incorporate other attributes into the ranking
order (such as alphabetical ordering of the competitor's name) to ensure that
no two items exactly match. With this strategy, if A ranks ahead of B and C
(which compare equal) which are both ranked ahead of D, then A gets
ranking number 1 ("first") and D gets ranking number 4 ("fourth"), and either
B gets ranking number 2 ("second") and C gets ranking number 3 ("third") or
C gets ranking number 2 ("second") and B gets ranking number 3 ("third")8.
Let’s consider the following sample question:
Q. Your overall experience “from issuance of delivery order to the dispatch of
material”
1.Unsatisfied 2.Partially satisfied 3.Can not say 4.Satisfied 5.Highly satisfied
And the survey questionnaire had total of 35 questions, each having 5
options as the response. The first option was towards the extreme side of
negativity and the fifth option was towards the extreme side of positivity. And
the third option is neutral. So, I got to evaluate the rating in following manner:
8 http://en.wikipedia.org/wiki/Ranking
‐ 27 ‐
If 1st response/option is ticked = 1 point If 2nd response/option is ticked = 2 points
If 3rd response/option is ticked = 3 points
If 4th response/option is ticked = 4 points
If 5th response/option is ticked = 5 points
Now, we are going to have a total of following points as per the scheme
mentioned:
35 x 1 = 35 (if a respondent marked 1st response for every question)
35 x 2 = 70 (if a respondent marked 2nd response for every question)
35 x 3 = 105 (if a respondent marked 3rd response for every question)
35 x 4 = 140 (if a respondent marked 4th response for every question)
35 x 5 = 175 (if a respondent marked 5th response for every question)
Thus, the minimum rating (in points) which we could get as the response of
questionnaire was 1X35=35 (provided that the first response of every
question was ticked marked by the respondent), and the maximum rating
(in points) which we could get was 5X35=175 (provided that the fifth
response of every question was ticked marked by the respondent).
Considering the above points, following range was developed:
35 – 70 => below average or not satisfied
71 – 105 => average
106 – 140 => satisfied
141 – 175 => delight
This was then represented respectively into percentage rating:
(35 ÷ 175) x 100 = 20%
(70 ÷ 175) x 100 = 40%
(105 ÷ 175) x 100 = 60%
(140 ÷ 175) x 100 = 80%
(175 ÷ 175) x 100 = 100%
‐ 28 ‐
0% – 40% = below average or not satisfied
>40% – 60% = average
>60% – 80% = satisfied
>80% – 100% = delight
Hindustan Zinc Ltd. had seven criteria based on which the results of survey
were to be evaluated and concluded. Since all the criteria were not equally
important, it was advised by Executive, Acid Marketing – HZL to give weight
to each of the criteria and evaluate the net results using weighted average
mean method. Following are the weight points given to each criterion as
advised by the Executive, Acid Marketing:
Criteria Weight
Product Quality 10
Services Rendered 20
Responsiveness 15
eSalesmate 15
Product Pricing 20
Complaint handling 10
Experience with HZL 10
‐ 29 ‐
WEIGHTED AVERAGE MEAN (WAM) The weighted mean is similar to an arithmetic mean (the most common type
of average); where instead of each of the data points contributing equally to
the final average, some data points contribute more than others. If all the
weights are equal, then the weighted mean is the same as the arithmetic
mean9.
It can be calculated as follows:
Consider the following sample evaluation:
Criteria Maximum
points
points
obtained
fraction % Weight points
obtained
X weight
Maximum
points X
weight
Product Quality: 45 38 0.8444 84% 10 380 450
Services
Rendered:
35 35 1 100% 20 700 700
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint
Handling:
15 14 0.933333333 93% 10 140 150
Experience with
HZL:
5 5 1 100% 10 50 50
Net Result 92.50%
Total Points: 175 160 100 2405 2600
9 http://en.wikipedia.org/wiki/Weighted_mean
‐ 30 ‐
Here, product quality had 9 questions so, it could have maximum of:
9x5=45 points
Services rendered had 7 questions so, it could have maximum of:
7x5=35 points
Responsiveness had 5 questions so, it could have maximum of:
5x5=25 points
eSalesmate had 5 questions so, it could have maximum of:
5x5=25 points
Product pricing had 5 questions so, it could have maximum of:
5x5=25 points
Complaint Handling had 3 questions so, it could have maximum of:
3x5=15 points
Experience with HZL had 1 question so, it could have maximum of:
1x5=5 points
Now,
Points obtained x weight: Maximum points x weight For product quality: For product quality:
38 x 10 = 380 45 x 10 = 450
For services rendered: For services rendered: 35 x 20= 700 35 x 20 = 700
For responsiveness: For responsiveness: 23 x 15= 345 25 x 15 = 375
‐ 31 ‐
For eSalesmate: For eSalesmate: 22 x 15= 330 25 x 15 = 375
For product pricing: For product pricing: 23 x 20= 460 25 x 20 = 500
For complaint handling: For complaint handling: 14 x 10= 140 15 x 10 = 150
For experience with HZL: For experience with HZL: 5 x 10= 50 5 x 10 = 50
The total of (points obtained x weight) is:
380 + 700 + 345 + 330 + 460 + 140 + 50 = 2405
And, the total of (maximum points x weight) is:
450 + 700 + 375 +375 + 500 + 150 + 50 = 2600
Hence the percentage or the net satisfaction using weighted average mean is:
(2405 ÷ 2600) x 100 = 92.50%
Now consider evaluating the same using arithmetical mean:
Total of points obtained = 160
Total of maximum points = 175
The percentage or the net satisfaction is:
(160 ÷ 175) x 100 = 91.42%
It is apparent that weighted average mean gives us the balanced and the
real results in case where each criterion has different value/weight.
‐ 32 ‐
Chapter – 3
RReessuullttss aanndd DDiissccuussss iioonn
After conducting the survey it was noted that the company stands at 82.9%
(Table – 1, Figure - 1) satisfaction level as per the calculations. Responses
of the individual clients have been attached as appendices – IV - XXIX.
These inputs have been elucidated in tables 1-6. Pooled result of the survey
shows that out of 26 clients, 15 stood in the delight range while 11 were only
satisfied with the acid business of the company (Table – 8). Out of the latter
category, Royal Traders seems to be the least satisfied client who has given
the lowest rating of 108 points out of 175 to the acid business. The client
seems to have serious problem with the product quality as he has given 24
out of 45 points to this parameter. This is discreetly away from the ranking of
other clients which is in the range of 30 – 37 points. In general, ranking given
by the just satisfied clients has gone down mainly because of their lower
assessment of product quality and responsiveness (Table – 8).
Overall, clients rated e-Salesmate as the best factor of satisfaction at 87.7%
(Table - 8) followed by services rendered (85.8%), complaint handling &
experience with HZL (85.4%), product pricing stood at 81.2% where as,
product quality and responsiveness were rated lowly at 79.7% and 77.2%
respectively. Results of rating and status of different parameters have been
summarised in Table – 9 and represented graphically in figure-2.
Table 2-7 elucidate pictorial representations of the individual parameters.
The space covered with dark green/light green shade represents positive
‐ 33 ‐
response of the clients while red/light red shade indicate the areas where
improvement/better management is required. Yellow space indicates neutral
response. Highest rating (5 points) is displayed by dark green shade,
followed by light green (4 points), yellow (3points), light red (2 points), and
red (1 point).
The analysis of the survey results represented graphically in Tables 1-9 and
Figures 1-2 can be summarized as follows:
• Buyers/clients/customers/traders are most at ease with the
eSalesmate software package; complain handling attitude; product
pricing and services rendered.
• Buyers/clients/customers/traders are facing hardships with
Responsiveness of the Acid business department – Hindustan Zinc
Ltd.
• Buyers/clients/customers/traders do not find the quality of the
sulphuric acid supplied very well.
‐ 34 ‐
Table – 11: Net Satisfacttion Level
The net sati
the calculatio
It was calcu
given by clie
the total of m
of points obt
was done us
The calculat
result obtain
points obtainweight maximum popoints obtainmaximum poNet Satisfaction
sfaction level
ons is 82.9% w
ulated by find
ents in each pa
maximum point
tained by tota
sing weighted
tion is shown
ned is repres
ed
ints ed X weight ints X weight n Level
of the compan
which is in delig
ing the total
arameter. The
ts and dividing
l of maximum
average mean
in Table – 1
sented in fig
Product Quality:
SRe
932 10
1170 9320 11700
ny as per
ght range.
of points
n, finding
g the total
points. It
n method.
and the
ure - 1.
Services endered:
Resp
781 20 910
15620 18200
ponsiveness: e
502 15 650 7530 9750
Figure – 1:
eSalesmate:
570 15 650 8550 9750
Net Satisfacti
Product Pricing: 528 20 650
10560 13000
ion Level
Complaint Handling:
333 10 390 3330 3900
Experience with HZL:
111 10 130 1110 1300
total
3757 100 4550 56020 67600 82.9%
‐ 35 ‐
Table 2: Product Quality
Client/code
Maximum marks and marks obtained
App
earance
Concen
tration
Impu
rity profile
Performance
Yield
Storage
Pumping
Spillage
hand
ling
Dispo
sal
Total (client)
5 5 5 5 5 5 5 5 5 45
Indian Phosphate (2372) 5 5 5 5 5 5 5 5 5 45
M.P. Chemicals & Minerals (4385) 5 4 5 5 5 5 5 5 5 44
U.P. Chemicals (1324) 5 5 5 5 5 5 5 4 5 44
DJ Chemicals (4220) 5 5 5 5 5 4 4 4 5 42
Anshul Chemicals (4093) 4 4 5 5 5 4 4 4 4 39
B Roshan Lal & Company (0141) 4 4 5 4 5 4 4 4 4 38
SRF Ltd. (2947) 4 5 5 4 4 4 4 4 4 38
S.K. Chemicals (3690) 4 5 5 4 5 4 4 4 5 40
S.K. Chemicals (3628) 4 5 5 5 5 4 4 4 5 41
Indian Potash (2732) 4 4 5 4 5 3 4 2 4 35
S.K. Chemicals (3717) 4 5 5 4 4 4 4 4 4 38
Punjab Chemical Industries (0941) 4 4 4 4 3 4 4 3 4 34
Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 4 4 37
Laxmi Agro Industrial Consultants (2241) 4 4 5 4 4 4 4 4 4 37
Laxmi Agro Industrial Consultants (3354) 4 4 5 4 4 4 4 4 4 37
M.S.S. Chemicals (0745) 4 3 3 4 2 4 4 2 4 30
Karni Acid & Chemical (P) Ltd. (0595) 4 2 2 4 4 2 4 2 2 26
Sunny Trading Co. (3253) 4 4 5 4 4 4 4 4 4 37
Karni Acid & Chemical (P) Ltd. (3279) 4 2 2 5 5 4 4 4 4 34
Sunny Trading Co. (2336) 4 2 3 4 4 4 4 4 4 33
Tedco Granites (1262) 4 2 5 4 4 4 4 4 3 34
Vidisha Exico (3107) 5 3 3 3 4 4 4 4 3 33
Rohit Sulfactant Pvt Ltd (2842) 5 3 3 3 4 4 4 4 3 33
Star Chemicals (2296) 4 5 5 4 3 2 4 2 3 32
Royal Traders (0976) 4 5 5 4 3 2 4 2 3 32
Royal Traders (3379) 4 2 4 2 4 2 1 2 3 24
Total (parameter) 110 100 114 107 109 98 104 93 102
‐ 36 ‐
Table 3: Services Rendered
Client/code
Maximum marks and marks obtained
Accessibility
Prod
uct K
nowledge
Guidance in Produ
ct
application
Handling & Storage
Know
ledge
Respon
se to
acciden
t
Helpfulne
ss
Respon
se to
que
ry
Total (client)
5 5 5 5 5 5 5 35
Indian Phosphate (2372) 5 5 5 5 5 5 5 35
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 5 5 35
U.P. Chemicals (1324) 5 5 5 5 5 5 5 35
DJ Chemicals (4220) 4 5 5 5 5 5 5 34
Anshul Chemicals (4093) 5 5 5 5 5 5 5 35
B Roshan Lal & Company (0141) 5 5 5 5 5 5 5 35
SRF Ltd. (2947) 5 5 4 5 5 5 5 34
S.K. Chemicals (3690) 5 4 4 4 5 5 4 31
S.K. Chemicals (3628) 5 5 5 4 4 4 4 31
Indian Potash (2732) 5 5 5 5 4 5 3 32
S.K. Chemicals (3717) 5 5 5 4 4 5 4 32
Punjab Chemical Industries (0941) 5 4 4 4 5 5 4 31
Laxmi Agro Industrial Consultants (1807) 4 4 5 4 4 4 4 29
Laxmi Agro Industrial Consultants (2241) 4 4 5 4 4 4 4 29
Laxmi Agro Industrial Consultants (3354) 4 4 5 4 4 4 4 29
M.S.S. Chemicals (0745) 5 4 5 4 5 4 4 31
Karni Acid & Chemical (P) Ltd. (0595) 5 4 5 4 5 4 4 31
Sunny Trading Co. (3253) 2 4 4 4 4 4 2 24
Karni Acid & Chemical (P) Ltd. (3279) 5 5 5 5 4 4 4 32
Sunny Trading Co. (2336) 2 4 4 4 4 4 2 24
Tedco Granites (1262) 4 4 4 4 4 4 4 28
Vidisha Exico (3107) 4 4 4 4 3 3 4 26
Rohit Sulfactant Pvt Ltd (2842) 4 4 4 4 3 3 4 26
Star Chemicals (2296) 4 4 5 3 2 4 2 24
Royal Traders (0976) 4 4 5 3 2 4 2 24
Royal Traders (3379) 4 4 5 3 2 4 2 24
Total (parameter) 114 115 122 110 107 113 100
‐ 37 ‐
Table 4: Responsiveness
Client/code
Maximum marks and marks obtained
Availability of
prod
uct
Delivery Order
Time
Processing
by
logistics
Loading of
Tanker
D.O. to Dispatch
Time
Total (client)
5 5 5 5 5 25
Indian Phosphate (2372) 5 5 5 5 5 25
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
Anshul Chemicals (4093) 4 5 5 5 4 23
B Roshan Lal & Company (0141) 4 5 5 5 4 23
SRF Ltd. (2947) 4 5 4 4 4 21
S.K. Chemicals (3690) 4 4 4 4 4 20
S.K. Chemicals (3628) 4 4 4 4 4 20
Indian Potash (2732) 4 5 4 5 4 22
S.K. Chemicals (3717) 4 4 4 4 4 20
Punjab Chemical Industries (0941) 5 5 5 4 5 24
Laxmi Agro Industrial Consultants (1807) 4 5 4 4 4 21
Laxmi Agro Industrial Consultants (2241) 4 5 4 4 4 21
Laxmi Agro Industrial Consultants (3354) 4 5 4 4 4 21
M.S.S. Chemicals (0745) 2 4 4 4 4 18
Karni Acid & Chemical (P) Ltd. (0595) 4 4 3 2 4 17
Sunny Trading Co. (3253) 4 4 4 4 2 18
Karni Acid & Chemical (P) Ltd. (3279) 4 2 2 2 2 12
Sunny Trading Co. (2336) 4 4 4 4 2 18
Tedco Granites (1262) 4 4 4 4 4 20
Vidisha Exico (3107) 2 5 2 2 4 15
Rohit Sulfactant Pvt Ltd (2842) 2 5 2 2 4 15
Star Chemicals (2296) 4 2 1 2 2 11
Royal Traders (0976) 4 2 1 2 2 11
Royal Traders (3379) 4 2 1 2 2 11
Total (parameter) 103 110 95 97 97
‐ 38 ‐
Table 5: Sales Automation & Effectiveness of e‐Salesmate Software
Client/code
Maximum marks and marks obtained
Manual to e‐
mod
e shift
User‐Friend
ly
Speed
Accessibility
Saving
of
resources
Total (client)
5 5 5 5 5 25
Indian Phosphate (2372) 5 5 5 5 5 25
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
Anshul Chemicals (4093) 4 5 4 4 5 22
B Roshan Lal & Company (0141) 4 5 4 4 5 22
SRF Ltd. (2947) 5 5 5 5 5 25
S.K. Chemicals (3690) 5 5 4 4 5 23
S.K. Chemicals (3628) 5 4 4 4 5 22
Indian Potash (2732) 5 5 5 5 5 25
S.K. Chemicals (3717) 4 4 4 4 5 21
Punjab Chemical Industries (0941) 4 5 4 2 5 20
Laxmi Agro Industrial Consultants (1807) 5 5 4 2 5 21
Laxmi Agro Industrial Consultants (2241) 5 5 4 2 5 21
Laxmi Agro Industrial Consultants (3354) 5 5 4 2 5 21
M.S.S. Chemicals (0745) 5 5 5 2 5 22
Karni Acid & Chemical (P) Ltd. (0595) 5 5 4 1 5 20
Sunny Trading Co. (3253) 5 5 5 2 5 22
Karni Acid & Chemical (P) Ltd. (3279) 4 4 4 2 4 18
Sunny Trading Co. (2336) 5 5 5 2 5 22
Tedco Granites (1262) 4 4 4 2 4 18
Vidisha Exico (3107) 4 4 4 4 5 21
Rohit Sulfactant Pvt Ltd (2842) 4 4 4 4 5 21
Star Chemicals (2296) 4 4 4 3 5 20
Royal Traders (0976) 4 4 4 4 5 21
Royal Traders (3379) 4 4 4 5 5 22
Total (parameter) 119 121 113 89 128
‐ 39 ‐
Table 6: Product Pricing
Client/code
Maximum marks and marks obtained
Price
compe
titiven
ess
Paym
ent T
erms
Cred
it Re
fund
s
Accou
nt
Reconciliation
Online Paym
ent
Total (client)
5 5 5 5 5 25
Indian Phosphate (2372) 5 5 5 5 5 25
M.P. Chemicals & Minerals (4385) 5 5 5 5 5 25
U.P. Chemicals (1324) 5 5 5 5 5 25
DJ Chemicals (4220) 5 5 5 5 5 25
Anshul Chemicals (4093) 5 4 5 5 5 24
B Roshan Lal & Company (0141) 5 4 5 4 5 23
SRF Ltd. (2947) 5 4 4 4 5 22
S.K. Chemicals (3690) 5 4 5 4 5 23
S.K. Chemicals (3628) 5 4 5 4 5 23
Indian Potash (2732) 3 5 5 5 5 23
S.K. Chemicals (3717) 5 4 4 4 4 21
Punjab Chemical Industries (0941) 3 4 4 4 5 20
Laxmi Agro Industrial Consultants (1807) 4 4 4 2 5 19
Laxmi Agro Industrial Consultants (2241) 4 4 4 2 5 19
Laxmi Agro Industrial Consultants (3354) 4 4 4 2 5 19
M.S.S. Chemicals (0745) 2 2 5 5 5 19
Karni Acid & Chemical (P) Ltd. (0595) 4 4 5 5 4 22
Sunny Trading Co. (3253) 5 5 4 2 5 21
Karni Acid & Chemical (P) Ltd. (3279) 5 2 4 4 5 20
Sunny Trading Co. (2336) 5 5 4 2 5 21
Tedco Granites (1262) 2 4 2 2 5 15
Vidisha Exico (3107) 2 1 4 4 3 14
Rohit Sulfactant Pvt Ltd (2842) 2 1 4 4 3 14
Star Chemicals (2296) 3 4 2 2 5 16
Royal Traders (0976) 2 4 2 2 5 15
Royal Traders (3379) 3 3 2 2 5 15
Total (parameter) 103 100 107 94 124
‐ 40 ‐
Table 7:
Client/code
Compaint Handling Experience with
HZL Maximum marks
and marks obtained Maximum marks
and marks obtained
Prob
lem Solving
Time Taken
Respon
sivene
ss
Total (client)
Experience with HZL
5 5 5 15 5
Indian Phosphate (2372) 5 5 5 15 5
M.P. Chemicals & Minerals (4385) 5 5 5 15 5
U.P. Chemicals (1324) 5 5 5 15 5
DJ Chemicals (4220) 5 5 5 15 5
Anshul Chemicals (4093) 5 5 5 15 5
B Roshan Lal & Company (0141) 5 4 5 14 5
SRF Ltd. (2947) 4 4 4 12 5
S.K. Chemicals (3690) 5 4 4 13 4
S.K. Chemicals (3628) 5 4 4 13 4
Indian Potash (2732) 4 5 3 12 4
S.K. Chemicals (3717) 4 4 4 12 4
Punjab Chemical Industries (0941) 4 4 4 12 5
Laxmi Agro Industrial Consultants (1807) 5 5 4 14 5
Laxmi Agro Industrial Consultants (2241) 5 5 4 14 5
Laxmi Agro Industrial Consultants (3354) 5 5 4 14 5
M.S.S. Chemicals (0745) 5 5 5 15 4
Karni Acid & Chemical (P) Ltd. (0595) 4 4 4 12 4
Sunny Trading Co. (3253) 4 4 4 12 4
Karni Acid & Chemical (P) Ltd. (3279) 3 3 3 9 4
Sunny Trading Co. (2336) 4 4 4 12 4
Tedco Granites (1262) 4 4 4 12 4
Vidisha Exico (3107) 4 4 5 13 4
Rohit Sulfactant Pvt Ltd (2842) 4 4 5 13 4
Star Chemicals (2296) 3 3 3 9 3
Royal Traders (0976) 2 2 2 6 2
Royal Traders (3379) 3 3 3 9 3
Total (parameter) 111 109 107 111
‐ 41 ‐
Table ‐ 8: Customer Satisfaction Level and Ratings of Different Parameters
Clients/code
Parameters/ (Max marks)
Points obtained
Satisfaction level Product Quality:
Services Rendered:
Responsiveness:
eSalesmate:
Product Pricing:
Complaint Handling:
Experience with HZL:
45 35 25 25 25 15 5 175 (%) Range Indian Phosphate (2372) 5 175 100.0% Delight 45 35 25 25 25 15 M.P. Chemicals & Minerals (4385) 44 5 174 99.6% Delight 35 25 25 25 15
U.P. Chemicals (1324) 44 5 174 99.6% Delight 35 25 25 25 15 DJ Chemicals (4220) 42 5 171 98.1% Delight 34 25 25 25 15
Anshul Chemicals (4093) 39 5 163 94.0% Delight 35 23 22 24 15 B Roshan Lal & Company (0141) 38 92.5% Delight 35 23 22 23 14 5 160 SRF Ltd. (2947) 90.8% 38 34 21 25 22 12 5 157 Delight S.K. Chemicals (3690) 40 31 20 23 23 13 4 154 88.3% Delight S.K. Chemicals (3628) 41 31 20 22 23 13 4 154 88.1% Delight
Indian Potash (2732) 30 32 22 25 23 12 4 148 87.1% Delight S.K. Chemicals (3717) 38 32 20 21 21 12 4 148 85.2% Delight Punjab Chemical Industries (0941) 34 31 24 20 20 12 5 146 84.2% Delight Laxmi Agro Industrial Consultants (1807) 37 29 21 21 19 14 5 146 82.7% Delight Laxmi Agro Industrial Consultants (2241) 37 29 21 21 19 14 5 146 82.7% Delight Laxmi Agro Industrial Consultants (3354) 37 29 21 21 19 14 5 146 82.7% Delight M.S.S. Chemicals (0745) 30 31 18 22 19 15 4 139 80.4% Satisfied Karni Acid & Chemical (P) Ltd. (0595) 26 31 17 20 22 12 4 132 78.3% Satisfied Sunny Trading Co. (3253) 37 24 18 22 21 12 4 138 78.1% Satisfied Karni Acid & Chemical (P) Ltd. (3279) 34 32 12 18 20 12 4 132 76.5% Satisfied Sunny Trading Co. (2336) 33 24 18 22 21 12 4 134 76.5% Satisfied Tedco Granites (1262) 34 28 20 18 15 12 4 131 74.2% Satisfied Vidisha Exico (3107) 33 26 15 21 14 13 4 126 70.8% Satisfied Rohit Sulfactant Pvt Ltd (2842) 33 26 15 21 14 13 4 126 70.8% Satisfied Star Chemicals (2296) 32 24 11 20 16 9 3 115 65.6% Satisfied Royal Traders (0976) 32 24 11 21 15 9 2 114 65.0% Satisfied Royal Traders (3379) 24 24 11 22 15 9 3 108 62.9% Satisfied Points obtained 932 781 502 570 528 333 111 Maximum points 1170 910 650 650 650 390 130 Weight 10 20 15 15 20 10 10 % 79.7% 85.8% 77.2% 87.7% 81.2% 85.4% 85.4%
‐ 42 ‐
Table – 9: Rating and status of different parameters
Criteria % rating obtained Status
Product Quality 79.7% Satisfied
Services Rendered 85.8% Delight
Responsiveness 77.2% Satisfied
eSalesmate 87.7% Delight
Product Pricing 81.2% Delight
Complaint Handling 85.4% Delight
Experience with HZL 85.4% Delight
Net Result 82.9%
Delight
% Range Status
>80% ‐ 100% Delight
>60% ‐ 80% Satisfied
>40% ‐ 60% Average
0% ‐ 40% Not satisfied
‐ 43 ‐
Figure –– 2: Graphicall representatioon of Client Saatisfaction Levvel in differentt Parameters
‐ 44 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating of
evaluated us
found as rep
detailed resp
Product
10
f Indian Phosph
sing weighted a
presented in gra
ponse of client
t Quality: SerRend
00% 10
hate Ltd. Havin
average mean
aph below. (Re
& evaluation o
rvices dered:
Respon
00% 10
ng client code a
method & the
efer to Appendi
of the same)
nsiveness: eSale
00% 10
Indian P
as 2372 was
rating was
ix – IV for
esmate: Produc
00% 10
Phosphate LSatisfaction Ran
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
ct Pricing: ComHan
00% 10
Ltd. 2372nge
ing obtained100% 100% 100% 100% 100% 100% 100% 100%
mplaint ndling:
ExperiH
00% 10
ence with HZL:
Net
00% 100
Status Delight Delight Delight Delight Delight Delight Delight Delight
0.00%
t Result
The rating of
was evaluate
was found as
detailed resp
Pr
f MP Chemical
ed using weigh
s represented
ponse of client
roduct Quality:
98%
s & Minerals h
hted average m
in graph below
& evaluation o
Services Rendered:
Re
100%
aving client co
mean method &
w. (Refer to App
of the same)
esponsiveness:
100%
M.P. Ch
‐ 45 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
de as 4385
& the rating
pendix – V for
eSalesmate: Pr
100%
emicals & Satisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
roduct Pricing:
100%
Minerals 4n Range
ing obtained98% 100% 100% 100% 100% 100% 100% 99.62%
Complaint Handling:
Ex
100%
4385
xperience with HZL:
100%
Status Delight Delight Delight Delight Delight Delight Delight Delight
Net Result
99.62%
‐ 46 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Product Q
98%
g of UP Chemi
d using weighte
represented in
response of clie
Quality: ServicRende
% 100%
icals having cli
ed average me
n graph below.
ent & evaluatio
ces red:
Responsiv
% 100%
ent code as 13
ean method & t
(Refer to Appe
on of the same)
veness: eSalesm
% 100%
U.P. C
324 was
the rating was
endix – VI for
)
mate: Product P
% 100%
Chemicals 1Satisfaction Range
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
Pricing: ComplHandli
% 100%
1324
ing obtained98% 100% 100% 100% 100% 100% 100% 99.62%
aint ing:
ExperiencHZL
% 100%
ce with L:
Net Re
% 99.62
Status Delight Delight Delight Delight Delight Delight Delight Delight
2%
esult
‐ 47 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Prod
g of DJ Chemic
d using weighte
represented in
response of clie
duct Quality:R
93%
cals having clie
ed average me
n graph below.
ent & evaluatio
Services Rendered:
Resp
97%
ent code as 42
ean method & t
(Refer to Appe
on of the same)
ponsiveness: eS
100%
DJ
220 was
the rating was
endix – VII for
)
Salesmate: Prod
100%
J ChemicalsSatisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CH
100%
s 4220Range
ing obtained93% 97% 100% 100% 100% 100% 100% 98.08%
Complaint Handling:
Expe
100%
erience with HZL:
N
100%
Status Delight Delight Delight Delight Delight Delight Delight Delight
Net Result
98.08%
The rating
evaluated
found as
detailed r
Produ
g of Anshul Ch
d using weighte
represented in
response of clie
hemicals having
ed average me
n graph below.
ent & evaluatio
g client code a
ean method & t
(Refer to Appe
on of the same)
uct Quality: SeRe
87%
ervices ndered:
Respo
100%
onsiveness: eSa
92%
Ansh
‐ 48 ‐
s 4093 was
the rating was
endix – VIII for
)
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
lesmate: Produ
88%
ul ChemicaSatisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: CoHa
96%1
als 4093nge
ing obtained87% 100% 92% 88% 96% 100% 100% 94.04%
mplaint andling:
Exper
100% 1
rience with HZL:
Ne
100%94
Status Delight Delight Delight Delight Delight Delight Delight Delight
4.04%
t Result
‐ 49 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
0141 was
rating wa
Appendix
same)
Produ
g of B Roshan
s evaluated usi
as found as rep
x – IX for detail
uct Quality: SeRe
84%
1
Lal & Compan
ing weighted a
presented in gra
ed response o
ervices ndered:
Respo
100%
ny having client
verage mean m
aph below. (Re
f client & evalu
onsiveness: eSa
92%
B Roshan
t code as
method & the
efer to
uation of the
lesmate: Produ
88%
n Lal & ComSatisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: ComHa
92%
mpany 014nge
ing obtained84% 100% 92% 88% 92% 93% 100% 92.50%
mplaint andling:
Exper
93%1
1
ience with HZL:
Net
100%92
Status Delight Delight Delight Delight Delight Delight Delight Delight
2.50%
t Result
‐ 50 ‐
The rating
code as 2
method &
(Refer to
of the sam
g of SRF Limite
2947 was evalu
& the rating was
Appendix – X
me)
ed (Chemical B
uated using we
s found as rep
for detailed res
Business Div.)
eighted average
resented in gra
sponse of clien
having client
e mean
aph below.
nt & evaluation
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
Product
8
t Quality: SerRend
84%
9
vices dered:
Respon
7%
8
SRF Li
siveness: eSale
4%
10
mited (Che
smate: Product
00%
88
emical BusSatisfaction Rang
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
t Pricing: ComHan
8%80
iness Div.) ge
ing obtained84% 97% 84% 100% 88% 80% 100% 90.77%
plaint dling:
ExperieH
0%
10
‐ 2947
nce with ZL:
Net R
00%
90.7
Status Delight Delight Delight Delight Delight Satisfied Delight Delight
77%
Result
‐ 51 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Pr
g of SK Chemi
d using weighte
represented in
response of clie
oduct Quality:
89%
icals having clie
ed average me
n graph below.
ent & evaluatio
Services Rendered:
Re
89%
ent code as 36
ean method & t
(Refer to Appe
on of the same)
esponsiveness: e
80%
S.
682 was
the rating was
endix – XI for
)
eSalesmate: Pr
92%
.K. ChemicaSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
roduct Pricing:
92%
als 3682 n Range
ing obtained89% 89% 80% 92% 92% 87% 80%
88.27%
Complaint Handling:
Ex
87%
xperience with HZL:
80%
Status Delight Delight Satisfied Delight Delight Delight Satisfied Delight
Net Result
88.27%
‐ 52 ‐
The rating
evaluated
found as
detailed r
g of SK Chemi
d using weighte
represented in
response of clie
icals having clie
ed average me
n graph below.
ent & evaluatio
ent code as 36
ean method & t
(Refer to Appe
on of the same)
690 was
the rating was
endix – XII for
)
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
Product Quality: SRe
91%
Services endered:
Resp
89%
onsiveness: eSa
80%
S.K
alesmate: Prod
88%
K. ChemicalSatisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: CoH
92%
ls 3690ange
ing obtained91% 89% 80% 88% 92% 87% 80%
88.08%
omplaint andling:
Expe
87%
rience with HZL:
Ne
80%8
Status Delight Delight Satisfied Delight Delight Delight Satisfied Delight
88.08%
et Result
The rating
evaluated
found as
detailed r
Pro
g of Indian Pot
d using weighte
represented in
response of clie
duct Quality:R
67%
tash Ltd. having
ed average me
n graph below.
ent & evaluatio
Services Rendered:
Res
91%
g client code a
ean method & t
(Refer to Appe
on of the same)
88%
Indi
‐ 53 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
ponsiveness: eS
as 2732 was
the rating was
endix – XIII for
)
Salesmate: Pro
100%
an Potash Satisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CH
92%
Ltd. 2732Range
ing obtained67% 91% 88% 100% 92% 80% 80%
87.12%
Complaint Handling:
Exp
80%
erience with HZL:
N
80%
Status Delight Delight Delight Delight Delight Satisfied Satisfied Delight
Net Result
87.12%
‐ 54 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Produ
g of SK Chemi
d using weighte
represented in
response of clie
uct Quality: SeRe
84%
icals having clie
ed average me
n graph below.
ent & evaluatio
ervices ndered:
Respo
91%
ent code as 37
ean method & t
(Refer to Appe
on of the same)
onsiveness: eSa
80%
S.K.
717 was
the rating was
endix – XIV for
)
lesmate: Produ
84%
. ChemicalsSatisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: CoHa
84%
s 3717nge
ing obtained84% 91% 80% 84% 84% 80% 80%
85.19%
mplaint andling:
Exper
80% 8
rience with HZL:
Ne
80%85
Status Delight Delight Satisfied Delight Delight Satisfied Satisfied Delight
5.19%
t Result
‐ 55 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
0941 was
rating wa
Appendix
same)
Prod
g of Punjab Ch
s evaluated usi
as found as rep
x – XV for deta
duct Quality:R
76%
hemical Industr
ing weighted a
presented in gra
iled response o
Services Rendered:
Resp
89%
ries having clie
verage mean m
aph below. (Re
of client & eval
ponsiveness: eS
96%
Punjab Ch
ent code as
method & the
efer to
uation of the
Salesmate: Prod
80%
hemical InSatisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CH
80%
dustries 09Range
ing obtained76% 89% 96% 80% 80% 80% 100% 84.23%
Complaint Handling:
Expe
80%
941
erience with HZL:
N
100%
8
Status Satisfied Delight Delight Satisfied Satisfied Satisfied Delight Delight
84.23%
Net Result
‐ 56 ‐
The rating
client cod
mean me
graph be
response
Product
82
g of Laxmi Agr
de as 1807 was
ethod & the rati
low. (Refer to A
e of client & eva
Quality: ServRende
2% 83
ro Industrial Co
s evaluated us
ng was found a
Appendix – XV
aluation of the
ices ered:
Respons
3% 84
Laxm
onsultants havi
ing weighted a
as represented
VI for detailed
same)
iveness: eSales
4% 84
mi Agro Ind
ng
average
d in
PrServRe
PrComExpe
Criteria roduct Quality vices Renderedesponsiveness eSalesmate roduct Pricing mplaint Handlingerience with HZLNet Result
mate: Product
%76%
dustrial ConSatisfaction Range
% rating obta82% 83% 84% 84% 76%
g 93% L 100%
82.69%
Pricing: CompHand
%
93%
nsultants 1e
plaint ling:
ExperienHZ
%100
1807
ained Stattus Deligght Deligght Deligght Deligght Satisffied Deligght Deligght Deligght
nce with L:
Net Re
0%
82.699%
esult
‐ 57 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
as 2241 w
the rating
Appendix
same)
Pro
g of Laxmi Agr
was evaluated
g was found as
x – XVII for deta
duct Quality:R
82%
ro Industrial Co
using weighted
represented in
ailed response
Services Rendered:
Res
83%
La
onsultants havi
d average mea
n graph below.
e of client & eva
ponsiveness: eS
84%
axmi Agro I
ng client code
an method &
(Refer to
aluation of the
Salesmate: Pro
84%
Industrial CSatisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CH
76%
ConsultantRange
ing obtained82% 83% 84% 84% 76% 93% 100% 82.69%
Complaint Handling:
Exp
93%
ts 2241
erience with HZL:
N
100%
Status Delight Delight Delight Delight Satisfied Delight Delight Delight
Net Result
82.69%
‐ 58 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
as 3354 w
the rating
Appendix
same)
Produ
g of Laxmi Agr
was evaluated
g was found as
x – XVIII for det
uct Quality: SeRe
82%
ro Industrial Co
using weighted
represented in
tailed response
ervices ndered:
Respo
83%
Lax
onsultants havi
d average mea
n graph below.
e of client & ev
onsiveness: eSa
84%
xmi Agro In
ng client code
an method &
(Refer to
valuation of the
lesmate: Produ
84%
ndustrial CoSatisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: CoHa
76%
onsultantsnge
ing obtained82% 83% 84% 84% 76% 93% 100% 82.69%
mplaint andling:
Exper
93%1
s 3354
rience with HZL:
Ne
100%
82
Status Delight Delight Delight Delight Satisfied Delight Delight Delight
2.69%
t Result
‐ 59 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Prod
g of MSS Chem
d using weighte
represented in
response of clie
duct Quality: SR
67%
micals having c
ed average me
n graph below.
ent & evaluatio
Services endered:
Resp
89%
client code as 0
ean method & t
(Refer to Appe
on of the same)
ponsiveness: eS
72%
M.S.
0745 was
the rating was
endix – XIX for
)
alesmate: Prod
88%
.S. ChemicSatisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CoH
76%
als 0745ange
ing obtained67% 89% 72% 88% 76% 100% 80%
80.38%
omplaint Handling:
Expe
100%
erience with HZL:
N
80% 8
Status Satisfied Delight Satisfied Delight Satisfied Delight Satisfied Delight
80.38%
et Result
‐ 60 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
0595 was
rating wa
Appendix
same)
Produc
g of Karni Acid
s evaluated usi
as found as rep
x – XX for deta
ct Quality: SeRen
58%
8
d & Chemical (P
ing weighted a
presented in gra
iled response o
rvices ndered:
Respon
89%
6
K
P) Ltd. having c
verage mean m
aph below. (Re
of client & eval
nsiveness: eSale
68%
8
Karni Acid &
client code as
method & the
efer to
uation of the
esmate: Produc
80%8
& ChemicaSatisfaction ran
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
ct Pricing: ComHan
88%8
al P.LTD 059ge
ing obtained58% 89% 68% 80% 88% 80% 80%
78.27%
mplaint ndling:
ExperieH
80% 8
95
ence with HZL:
Net
0% 78.
Status Average Satisfied Satisfied Satisfied Delight Satisfied Satisfied Satisfied
result
27%
‐ 61 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
detailed r
Produ
g of Sunny Tra
d using weighte
represented in
response of clie
uct Quality: SRe
82%
ading Co. havin
ed average me
n graph below.
ent & evaluatio
Services endered:
Respo
69%
ng client code a
ean method & t
(Refer to Appe
on of the same)
onsiveness: eSa
72%
Sunn
as 3253 was
the rating was
endix – XXI for
)
alesmate: Produ
88%
ny Trading CSaisfaction Ra
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
uct Pricing: CoHa
84%
Co.3253nge
ing obtained82% 69% 72% 88% 84% 80% 80%
78.08%
omplaint andling:
Exper
80%
rience with HZL:
Ne
80% 78
Status Delight Satisfied Satisfied Delight Delight Satisfied Satisfied Satisfied
8.08%
et Result
‐ 62 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
3279 was
rating wa
Appendix
same)
Pro
g of Karni Acid
s evaluated usi
as found as rep
x – XXII for deta
oduct Quality:
76%
d & Chemical (P
ing weighted a
presented in gra
ailed response
Services Rendered:
Res
91%
P) Ltd. having c
verage mean m
aph below. (Re
e of client & eva
sponsiveness: e
48%
Karni Aci
client code as
method & the
efer to
aluation of the
eSalesmate: Pro
72%
id & ChemiSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
oduct Pricing:
80%
ical P.LTD 3Range
ing obtained76% 91% 48% 72% 80% 80% 80%
76.54%
Complaint Handling:
Exp
80%
3279
perience with HZL:
80%
Status Satisfied Delight Average Satisfied Satisfied Satisfied Satisfied Satisfied
Net result
76.54%
The rating
evaluated
found as
for detaile
Pro
g of Sunny Tra
d using weighte
represented in
ed response of
oduct Quality:
73%
ading Co. havin
ed average me
n graph below.
f client & evalu
Services Rendered:
Res
69%
ng client code a
ean method & t
(Refer to Appe
ation of the sa
72%
Sun
‐ 63 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
sponsiveness: e
as 2336 was
the rating was
endix – XXIII
me)
eSalesmate: Pro
88%
ny TradingSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
oduct Pricing: C
84%
Co. 2336Range
ing obtained73% 69% 72% 88% 84% 80% 80%
76.54%
Complaint Handling:
Exp
80%
perience with HZL:
N
80%
Status Satisfied Satisfied Satisfied Delight Delight Satisfied Satisfied Satisfied
Net Result
76.54%
‐ 64 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
The rating
evaluated
found as
for detaile
Pro
g of Tedco Gra
d using weighte
represented in
ed response of
oduct Quality:R
76%
anites having c
ed average me
n graph below.
f client & evalu
Services Rendered:
Res
80%
client code as 1
ean method & t
(Refer to Appe
ation of the sa
sponsiveness: e
80%
Ted
262 was
the rating was
endix – XXIV
me)
Salesmate: Pro
72%
dco GranitSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
oduct Pricing: C
60%
es 1262Range
ing obtained76% 80% 80% 72% 60% 80% 80%
74.23%
Complaint Handling:
Exp
80%
perience with HZL:
N
80%
Status Satisfied Satisfied Satisfied Satisfied Average Satisfied Satisfied Satisfied
Net Result
74.23%
The rating
evaluated
found as
for detaile
Prod
g of Vidisha Ex
d using weighte
represented in
ed response of
duct Quality:R
73%
xico having clie
ed average me
n graph below.
f client & evalu
Services Rendered:
Resp
74%
ent code as 310
ean method & t
(Refer to Appe
ation of the sa
60%
Vi
‐ 65 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
ponsiveness: eS
07 was
the rating was
endix – XXV
me)
Salesmate: Prod
84%
disha ExicoSatisfaction R
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
duct Pricing: CH
56%
o 3107Range
ing obtained73% 74% 60% 84% 56% 87% 80%
70.77%
omplaint Handling:
Expe
87%
erience with HZL:
N
80%7
Status Satisfied Satisfied Average Delight Average Delight Satisfied Satisfied
70.77%
et Result
The rating
was evalu
was foun
XXVI for
Product
7
g of Rohit Sulfa
uated using we
d as represent
detailed respo
t Quality: SerRend
73% 7
actant Pvt Ltd.
eighted averag
ted in graph be
nse of client &
vices dered:
Respon
74%
6
having client c
e mean metho
elow. (Refer to
evaluation of t
Rohit Sul
‐ 66 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
siveness: eSale
60%
84
code as 2842
od & the rating
Appendix –
the same)
smate: Product
4%
56
factant PvtSatisfaction Rang
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
t Pricing: ComHan
6%
87
t Ltd 2842ge
ing obtained73% 74% 60% 84% 56% 87% 80%
70.77%
plaint dling:
ExperieH
7%80
nce with ZL:
Net R
0%70.7
Status Satisfied Satisfied Average Delight Average Delight Satisfied Satisfied
77%
Result
The rating
evaluated
found as
for detaile
Pro
g of Star Chem
d using weighte
represented in
ed response of
oduct Quality:
71%
micals having c
ed average me
n graph below.
f client & evalu
Services Rendered:
Res
69%
lient code as 2
ean method & t
(Refer to Appe
ation of the sa
44%
St
‐ 67 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
sponsiveness: e
2296 was
the rating was
endix – XXVII
me)
eSalesmate: Pro
80%
ar ChemicaSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
oduct Pricing:
48%
als 2296Range
ing obtained71% 69% 44% 80% 48% 60% 60%
65.58%
Complaint Handling:
Exp
60%
perience with HZL:
60%
Status Satisfied Satisfied Average Satisfied Average Average Average Satisfied
Net Result
65.58%
The rating
evaluated
found as
for detaile
Pro
g of Royal Trad
d using weighte
represented in
ed response of
oduct Quality:
71%
ders having clie
ed average me
n graph below.
f client & evalu
Services Rendered:
Re
69%
ent code as 09
ean method & t
(Refer to Appe
ation of the sa
44%
R
‐ 68 ‐
CriteriProduct Q
Services RenResponsiveSalesm
Product PComplaint HExperience w
Net Res
sponsiveness: e
976 was
the rating was
endix – XXVIII
me)
eSalesmate: Pro
84%
oyal TradeSatisfaction
ia % ratQuality ndered eness
mate ricing Handling with HZLsult
oduct Pricing:
60%
ers 0976 Range
ing obtained71% 69% 44% 84% 60% 60% 40% 65%
Complaint Handling:
Exp
60%
perience with HZL:
40%
Status Satisfied Satisfied Average Delight Average Average
Not satisfied Satisfied
Net Result
65.00%
The rating
evaluated
found as
detailed r
g of Royal Trad
d using weighte
represented in
response of clie
Product Quality:
54%
ders having clie
ed average me
n graph below.
ent & evaluatio
Services Rendered:
68%
ent code as 33
ean method & t
(Refer to Appe
on of the same)
Responsiveness:
44%
‐ 69 ‐
379 was
the rating was
endix – XXIX fo
)
eSalesmate:
88%
Royal TradSatsfacti
or
CriteProduct
Services RResponseSales
ProductComplaintExperience
Net R
Product Pricing:
60%
ders 3379on Range
eria % r Quality Rendered siveness smate t Pricing t Handling e with HZLResult
Complaint Handling:
60%
rating obtained54% 68% 44% 88% 60% 60% 60%
62.88%
Experience with HZL:
60%
Status Average Satisfied Average Delight Average Average Average Satisfied
Net Result
62.88%
‐ 70 ‐
SWOT ANALYSIS BASED ON SURVEY RESULTS Strengths: eSalesmate and Complaint Handling are the two areas which have the
highest rating and the clients seem to be very happy to use these two
offerings of Hindustan Zinc Ltd. The eSalesmate software package of the
company is indeed very much user friendly which helps the clients in various
ways. It takes 2 minutes to place a P.O. (Purchase Order). The time taken
by the eSalesmate software package between P.O. and S.O. (Sales Order)
is 30 seconds. The Acid marketing department takes complaint handling as positive and displays cooperative attitude towards complaint handling.
The company has an online system where if a client posts complain, it is sent
to the respective department and a copy of it is sent to the Associate
Manager and Manager of the company. A constant reminder is sent to the
concerned person until complain is resolved.
Weaknesses: Responsiveness and product quality are the areas in which the acid
marketing department lags slightly. Most of the clients report dissatisfaction
with the time taken for release of sales order. Even product quality is
becoming a major issue. Few clients, sometimes, report concentration of
sulphuric acid below standard and impurity profile (in comparison to HZL
competitors) is sometimes above limit. This is the major weakness of
company.
Opportunities: By enhancing services rendered and product quality the company can
attract more acid buyers and can diversify into new segments like battery and pharmaceuticals.
‐ 71 ‐
Threats: Inadequacies in Timely account reconciliation and Timely credit refunds
are the two major threats for HZL, and if not looked into may result in shift of buyers to some other supplier.
‐ 72 ‐
Chapter – 4
CCoonncclluuss iioonnss aanndd RReeccoommmmeennddaatt iioonnss Conclusions:
After further analysing the details of each criterion and the client feedback at
individual level, following conclusions were drawn.
1. Most of the buyers/clients/customers/traders feel that Hindustan Zinc
Ltd. (acid business) should provide a quality certificate with every
supply of tanker stating the quality, impurity profile and concentration of
the Sulphuric acid supplied.
2. After issue of sales order, customers are facing problem in release of sales order.
3. Processing of despatch of material at respective plants is done very leniently.
4. Clients are dissatisfied with time taken to send account statements.
5. It was noted that sulphuric acid produced by HZL has lower quality as compared to sulphur based producers. Sometimes, a customer
desiring the material from a particular plant is not obliged but is supplied
through some other plant.
‐ 73 ‐
Recommendations: For improvement of Product quality:
1. The Acid business department of Hindustan Zinc Ltd. may provide a
quality certificate/report to every buyer/client with every tanker
supplied/dispatched.
2. By decreasing impurity profile of metals like iron (Fe), in sulphuric
acid, HZL (acid business) may enter into new product segment like
battery and pharmaceuticals.
For improvement of Responsiveness:
1. There should be one person solely responsible for release of D.O.
(Delivery Order) as soon as it is issued by the marketing department.
This will result in better efficiency and effectiveness in the system.
2. At a particular sales office, responsiveness of the person sitting at
sales office should be high and he must guide /deal with customers in an
appropriate way to give a clear picture to the clients.
For improvement of account reconciliation issue:
1. By making some small up-gradations in the eSalesmate software
package the problems of customers regarding long time taken for
account reconciliation can be resolved.
For further improvement of the company’s acid marketing department:
1. The company may also try to improve the satisfaction range of a few customers from satisfied to delight level.
‐ 74 ‐
2. The acid business department of the company may diversify into
other sectors like batteries and pharmaceuticals.
3. The company may also try to implement Total Quality
Management approaches like Six Sigma or Open Book policy to
further improve the efficiency of the department.
‐ 75 ‐
Chapter – 5
FFuuttuurree PPrroossppeeccttss
1. This report can be used as an input for other research by taking into
consideration findings and recommendations presented here.
2. This report may form a basis for further research by the company in
finding the satisfaction level of its customers and related aspects.
3. The report may be used for a market survey of the the product in a
specific demography.
4. It can also be used for trend analysis of the consumer satisfaction levels
or product attributes for the company.
‐ 76 ‐
Chapter – 7
AAppppeennddiixx
‐ 77 ‐
Appendix – I Client Name & e‐mail address
Client Name Person e-mail Ids No. of units
1 IPF Vikram ‐ Majra.HLL‐[email protected] 2
2 Laxmi Agro Devendra Sharma
3
3 SRF Ltd. Mr. Satpati [email protected]
‐
4 Anil Acid Anil Kakkar [email protected]
2
5 MSS Chemicals Rajen Choudhury [email protected]
‐
6 Punjab Chemical Mr. Jagjit Sandha [email protected]
4
7 Roshanlal Mr. Nandkishore
Jain [email protected]
‐
8 S.K. chemicals Ravinder Singh [email protected]
4
9 Star Chemical Mr. Chandwani [email protected]
‐
10 Sunny Trading Suresh Viz [email protected]
‐
11 UP Chemical Mr. B.L. Jetwani
‐
12 Vidisha Exico Mr. Kasera [email protected]
‐
‐ 78 ‐
13 Subhodaya Chem ‐ [email protected]
‐
14 GDS Chemical ‐ [email protected]
‐
15 Arwali Phosphate Suchil Sharma [email protected]
‐
16 Bohra industry ‐ [email protected]
‐
17 DCM Group Kanjolia [email protected]
3
18 Indian Phosphate Ravinder Singh [email protected]
‐
19 IPL Sudheer Relan [email protected]
4
20 Jubilant Organisys Rajiv Kapoor [email protected] [email protected]
‐
21 Khaitan Chemical Vijay Bhargia [email protected]
2
22 Liberty Group R.R. Dhanani [email protected]
‐
23 Rama Phosphate K.P. Sukhtankar [email protected] [email protected]
2
‐ 79 ‐
24 TEDCO Mr. Oswal
[email protected] [email protected] [email protected]
‐
25 Guljag industry Narendra Dhoot n‐[email protected] rk‐[email protected]
‐
26 Acid Pluss Ajit Lodha [email protected]
28 Balajee Chemicals ‐ [email protected] ‐
29 Mahaveer Surfac tant Mr. Joseph [email protected] ‐
30 Arawali Phosohate Suchil Sharma [email protected]
‐
‐ 80 ‐
Appendix ‐ II
Customer satisfaction feedback form:
‐ 81 ‐
‐ 82 ‐
‐ 83 ‐
‐ 84 ‐
Appendix ‐ III
Cover letter for the e‐mail survey questionnaire:
our outlook of Hindustan Zinc Ltd. (Acid business)
Y
Dear customer
Hindustan Zinc Ltd. (Acid business) would like to have your valuable perspective in its
latest survey related to customer satisfaction. We are constantly determined to fulfill
your needs. This survey is a part of the process. Your valuable feedback will enable us
to deliver enhanced services and reach customer delight. Kindly help us serve you
better by completing this questionnaire.
To provide us your valuable feedback go to
http://www.hzlconnect.com/userdetails/signina.asp login with username and your
and password and click 'Feedback'
If for , the link does rk pr can co te the link any reason not wo operly, you py and pas
given below in a new browser window and login with your username and password
and click on 'Feedback'
www.hzlconnect.com/userdetails/signina.asp
The questionnaire should take about 4‐7 minutes to complete. If you could complete
the questionnaire before June 5, 2009, it would be greatly appreciated.
The information supplied will be treated as confidential.
Please feel free to contact me on +91‐9910877534 or [email protected] in
regards to any queries you may have.
We appreciate your precious effort in providing us the feedback. Your valuable
feedback will help us serve you better than the best.
‐ 85 ‐
Regards
Zulfi
P.S.: Instructions regarding the filling of feedback form have been attached to this e‐
mail. Do find the same.
Instructions e‐mailed along with the survey questionnaire:
Step 1:
‐ 86 ‐
Step 2:
Step 3:
‐ 87 ‐
Step 4:
Step 5:
‐ 88 ‐
Step 6:
89
Appendix – IV
Customer Code & name : 0000002372 Indian Phosphate Ltd.
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 5 Very convenient
b) Pumping 5 Very convenient
c) Spillage handling 5 Very Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 5 Proactive Response
90 3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 5
Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
91
Criteria Maximum points points obtained fraction % Weight points
obtained X weight
Maximum points X weight
Product Quality: 45 45 1 100% 10 450 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 100.00%
Total Points: 175 175 100 2600 2600
92
Appendix – V
Customer Code & name : 0000004385 M.P. Chemicals &
Minerals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per
IS 266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 4 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 5 Very convenient
b) Pumping 5 Very convenient
c) Spillage handling 5 Very Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
93 b) Responsiveness to query/problem 5 Proactive Response
3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 5
Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
94
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Maximum
points X weight
Product Quality: 45 44 0.98 98% 10 440 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 99.62%
Total Points: 175 174 100 2590 2600
95
Appendix – VI
Customer Code & name :
0000001324 U.P. Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 5 Very convenient
b) Pumping 5 Very convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
96 b) Responsiveness to query/problem 5 Proactive Response
3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 5
Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
97
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Product Quality: 45 44 0.977777778 98% 10 440 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 99.62%
Total Points: 175 174 100 2590 2600
98
Appendix – VII
Customer Code & name : 0000004220 DJ Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 5 Proactive Response
99 3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 5
Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
100
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 42 0.9333 93% 10 420 450
Services Rendered: 35 34 0.971428571 97% 20 680 700
Responsiveness: 25 25 1 100% 15 375 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 25 1 100% 20 500 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 98.08%
Total Points: 175 171 100 2550 2600
101
Appendix – VIII
Customer Code & name : 0000004093 Anshul Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 5 Proactive Response
102 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
103
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 39 0.8667 87% 10 390 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 24 0.96 96% 20 480 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 94.04%
Total Points: 175 163 100 2445 2600
104
Appendix – IX
Customer Code & name : 0000000141 B Roshan Lal & Company
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 5 Proactive Response
105 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 5
Prompt
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
106
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 38 0.8444 84% 10 380 450
Services Rendered: 35 35 1 100% 20 700 700
Responsiveness: 25 23 0.92 92% 15 345 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint Handling: 15 14 0.933333333 93% 10 140 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 92.50%
Total Points: 175 160 100 2405 2600
107
Appendix – X
Customer Code & name : 0000002947 SRF Limited (Chemical
Business Div.) ‐ 2947
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
108 b) Responsiveness to query/problem 5 Proactive Response
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
109
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 38 0.8444 84% 10 380 450
Services Rendered: 35 34 0.971428571 97% 20 680 700
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 22 0.88 88% 20 440 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 90.77%
Total Points: 175 157 100 2360 2600
110
Appendix – XI
Customer Code & name : 0000003690 S.K. Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 4 Responds if asked
111 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
112
Maximum points points obtained fraction % Weight
points
obtained X
weight
Criteria
Product Quality: 45 40 0.8889 89% 10 400 450
Services Rendered: 35 31 0.885714286 89% 20 620 700
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 23 0.92 92% 15 345 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint Handling: 15 13 0.866666667 87% 10 130 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 88.27%
Total Points: 175 154 100 2295 2600
113
Appendix – XII
Customer Code & name : 0000003628 S.K. Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 5 Many uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 4 Responds if asked
114 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
115
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 41 0.9111 91% 10 410 450
Services Rendered: 35 31 0.885714286 89% 20 620 700
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint Handling: 15 13 0.866666667 87% 10 130 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 88.08%
Total Points: 175 154 100 2290 2600
116
Appendix – XIII
Customer Code & name : 0000002732 Indian Potash Ltd.
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 3 Can not say
b) Pumping 4 Convenient
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 3 Can not say
117 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 5 Prompt
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 3 Can not say
b) Payment Terms 5 Most Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 3 Can not say
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
118
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 30 0.6667 67% 10 300 450
Services Rendered: 35 32 0.914285714 91% 20 640 700
Responsiveness: 25 22 0.88 88% 15 330 375
eSalesmate: 25 25 1 100% 15 375 375
Product Pricing: 25 23 0.92 92% 20 460 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 87.12%
Total Points: 175 148 100 2265 2600
119
Appendix – XIV
Customer Code & name : 0000003717 S.K. Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
b) Responsiveness to query/problem 4 Responds if asked
120 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
121
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Maximum points
X weight
Product Quality: 45 38 0.8444 84% 10 380 450
Services Rendered: 35 32 0.914285714 91% 20 640 700
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 21 0.84 84% 20 420 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 85.19%
Total Points: 175 148 100 2215 2600
122
Appendix – XV
Customer Code & name : 0000000941 PUNJAB CHEMICAL
INDUSTRIES
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 4 Sometimes within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4 Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 3 Can not say
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 3 Can not say
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5 Always available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 5 Prompt
123 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 5 Always available
B. Please share your experience for the timely issuance of the delivery
order. 5 Prompt
C. Time taken for processing the order by the sales and logistics
department? 5 Prompt
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 5 Highly satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4 Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2 Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5 Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 3 Can not say
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
124
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 34 0.7556 76% 10 340 450
Services Rendered: 35 31 0.885714286 89% 20 620 700
Responsiveness: 25 24 0.96 96% 15 360 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 20 0.8 80% 20 400 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 84.23%
Total Points: 175 146 100 2190 2600
125
Appendix – XVI
Customer Code & name : 0000001807 Laxmi Agro Industrial
Consultants
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
126 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 4 Sometime competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
127
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 37 0.8222 82% 10 370 450
Services Rendered: 35 29 0.828571429 83% 20 580 700
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Complaint Handling: 15 14 0.933333333 93% 10 140 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 82.69%
Total Points: 175 146 100 2150 2600
128
Appendix – XVII
Customer Code & name : 0000002241 Laxmi Agro Industrial
Consultants
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
129 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 4 Sometime competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
130
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 37 0.8222 82% 10 370 450
Services Rendered: 35 29 0.828571429 83% 20 580 700
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Complaint Handling: 15 14 0.933333333 93% 10 140 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 82.69%
Total Points: 175 146 100 2150 2600
131
Appendix – XVIII
Customer Code & name : 0000003354 Laxmi Agro Industrial
Consultants
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
132 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 4 Sometime competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 5 Highly Satisfied
133
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Maximum points
X weight
Product Quality: 45 37 0.8222 82% 10 370 450
Services Rendered: 35 29 0.828571429 83% 20 580 700
Responsiveness: 25 21 0.84 84% 15 315 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 19 0.76 76% 20 380 500
Complaint Handling: 15 14 0.933333333 93% 10 140 150
Experience with HZL: 5 5 1 100% 10 50 50
Net Result 82.69%
Total Points: 175 146 100 2150 2600
134
Appendix – XIX
Customer Code & name : 0000000745 M.S.S. Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 3 Can not say
c) Impurity profile 3 Can not say
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 2
Lower yield.
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 4 Responds if asked
135 3. Responsiveness
A. Please give your comment on availability of the product. 2 Unavailable sometimes
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 2 Partially suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 5 Always resolved
b) Time Taken 5 Prompt
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
136
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Maximum points
X weight
Product Quality: 45 30 0.666666667 67% 10 300 450
Services Rendered: 35 31 0.885714286 89% 20 620 700
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 19 0.76 76% 20 380 500
Complaint Handling: 15 15 1 100% 10 150 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 80.38%
Total Points: 175 139 100 2090 2600
137
Appendix – XX
Customer Code & name : 0000000595 Karni Acid & Chemical
P.Ltd
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 2 Sometimes above limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4 Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4 Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 2 Difficult
b) Pumping 4 Convenient
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 2 Slightly difficult
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 5 Proactive response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
138 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 3 Can not say
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 1
Low speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 4 Sometime competitive
b) Payment Terms 4 Suitable
c) Credit Refunds 5 Prompt
d) Account Reconciliation 5 Prompt
e) Online (direct deposit to HZL bank account) Payment Mechanism 4 Sometimes convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
139
Maximum points points obtained fraction % Weight
points
obtained X
Weight
Criteria
Product Quality: 45 26 0.577777778 58% 10 260 450
Services Rendered: 35 31 0.885714286 89% 20 620 700
Responsiveness: 25 17 0.68 68% 15 255 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 22 0.88 88% 20 440 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net result 78.27%
Total Points: 175 132 100 2035 2600
140
Appendix – XXI
Customer Code & name : 0000003253 Sunny Trading Co.
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 4 Sometimes above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 2
Sometimes available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 2 Delayed Response
141 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
142
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Maximum points
X weight
Product Quality: 45 37 0.822222222 82% 10 370 450
Services Rendered: 35 24 0.685714286 69% 20 480 700
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 21 0.84 84% 20 420 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 78.08%
Total Points: 175 138 100 2030 2600
143
Appendix – XXII
Customer Code & name : 0000003279 Karni Acid & Chemical
P.Ltd
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 2 Sometimes above limit
B. Please share your valuable experience towards product's
performance in your required end use application. 5
Excellent quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 5
Excellent yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 5
Always available
b) Product knowledge 5 Excellent
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 5 Excellent
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
144 b) Responsiveness to query/problem 4 Responds if asked
3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 2
Sometime delayed
C. Time taken for processing the order by the sales and logistics
department? 2
Sometime delayed
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 4
Slightly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 2 Partially suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 3 Can not say
b) Time Taken 3 Can not say
c) Responsiveness of the concerned authority 3 Can not say
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
145
Criteria Maximum points points obtained fraction % Weight
points
obtained X
Weight
Product Quality: 45 34 0.755555556 76% 10 340 450
Services Rendered: 35 32 0.914285714 91% 20 640 700
Responsiveness: 25 12 0.48 48% 15 180 375
eSalesmate: 25 18 0.72 72% 15 270 375
Product Pricing: 25 20 0.8 80% 20 400 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net result 76.54%
Total Points: 175 132 100 1990 2600
146
Appendix – XXIII
Customer Code & name : 0000002336 Sunny Trading Co.
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 3 Can not say
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 4 Few uses / users
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 2
Sometimes available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 2 Delayed Response
147 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 5
Very efficient
B. Please comment on "the user‐friendliness of E‐Salesmate". 5 User friendly
C. Your experience about the speed of the software. 5 High speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 5 Always competitive
b) Payment Terms 5 Most Suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
148
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Maximum points
X weight
Product Quality: 45 33 0.733333333 73% 10 330 450
Services Rendered: 35 24 0.685714286 69% 20 480 700
Responsiveness: 25 18 0.72 72% 15 270 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 21 0.84 84% 20 420 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 76.54%
Total Points: 175 134 100 1990 2600
149
Appendix – XXIV
Customer Code & name : 0000001262 Tedco Granites
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Can not say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 4 Responds if asked
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 4 Responds if asked
150 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 4
Optimal
C. Time taken for processing the order by the sales and logistics
department? 4
Optimal
D. Time taken for the loading of the tanker at the plant 4 Optimal
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 2
Average speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 4
Slightly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 4 Suitable
c) Credit Refunds 2 Sometimes delayed
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 4 Respond if asked
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
151
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Product Quality: 45 34 0.7556 76% 10 340 450
Services Rendered: 35 28 0.8 80% 20 560 700
Responsiveness: 25 20 0.8 80% 15 300 375
eSalesmate: 25 18 0.72 72% 15 270 375
Product Pricing: 25 15 0.6 60% 20 300 500
Complaint Handling: 15 12 0.8 80% 10 120 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 74.23%
Total Points: 175 131 100 1930 2600
152
Appendix – XXV
Customer Code & name : 0000003107 Vidisha Exico
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 3 Can not say
c) Impurity profile 3 Can not say
B. Please share your valuable experience towards product's
performance in your required end use application. 3
Can not say
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Can not say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 3 Can not say
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 3 Can not say
b) Responsiveness to query/problem 4 Responds if asked
153 3. Responsiveness
A. Please give your comment on availability of the product. 2 Unavailable sometimes
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 2
Sometime delayed
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 1 Not suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
154
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Maximum points
X weight
Product Quality: 45 33 0.7333 73% 10 330 450
Services Rendered: 35 26 0.742857143 74% 20 520 700
Responsiveness: 25 15 0.6 60% 15 225 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 14 0.56 56% 20 280 500
Complaint Handling: 15 13 0.866666667 87% 10 130 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 70.77%
Total Points: 175 126 100 1840 2600
155
Appendix – XXVII
Customer Code & name : 0000002842 Rohit Sulfactant Pvt Ltd
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 5 Excellent
b) Concentration (98% min) 3 Can not say
c) Impurity profile 3 Can not say
B. Please share your valuable experience towards product's
performance in your required end use application. 3
Can not say
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 4 Convenient
b) Pumping 4 Convenient
c) Spillage handling 4 Easy
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Can not say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 4 Generally able to guide
d) Knowledge related to Handling & Storage. 4 Good
e) Responsiveness in case of accident/spillage? 3 Can not say
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 3 Can not say
b) Responsiveness to query/problem 4 Responds if asked
156 3. Responsiveness
A. Please give your comment on availability of the product. 2 Unavailable sometimes
B. Please share your experience for the timely issuance of the delivery
order. 5
Prompt
C. Time taken for processing the order by the sales and logistics
department? 2
Sometime delayed
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 4
Satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 1 Not suitable
c) Credit Refunds 4 Regular
d) Account Reconciliation 4 Regular
e) Online (direct deposit to HZL bank account) Payment Mechanism 3 Can not say
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 4 Mostly resolved
b) Time Taken 4 Optimal
c) Responsiveness of the concerned authority 5 Proactive response
7. Overall Experience
A. Please rate your overall experience with HZL 4 Satisfied
157
Criteria Maximum points points obtained fraction % Weight
points
obtained X
weight
Maximum points
X weight
Product Quality: 45 33 0.7333 73% 10 330 450
Services Rendered: 35 26 0.742857143 74% 20 520 700
Responsiveness: 25 15 0.6 60% 15 225 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 14 0.56 56% 20 280 500
Complaint Handling: 15 13 0.866666667 87% 10 130 150
Experience with HZL: 5 4 0.8 80% 10 40 50
Net Result 70.77%
Total Points: 175 126 100 1840 2600
158
Appendix – XXVII
Customer Code & name : 0000002296 Star Chemicals
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 3 Cannot say
D. Please share your experience in Handling of product with respect
to:
a) Storage 2 Difficult
b) Pumping 4 Convenient
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Cannot say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 3 Can not say
e) Responsiveness in case of accident/spillage? 2 Delayed response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 2 Delayed Response
159 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 2
Sometime delayed
C. Time taken for processing the order by the sales and logistics
department? 1
Too long
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 3
Can not say
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 3 Can not say
b) Payment Terms 4 Suitable
c) Credit Refunds 2 Sometimes delayed
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 3 Can not say
b) Time Taken 3 Can not say
c) Responsiveness of the concerned authority 3 Can not say
7. Overall Experience
A. Please rate your overall experience with HZL 3 Can not say
160
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Maximum points
X weight
Product Quality: 45 32 0.711111111 71% 10 320 450
Services Rendered: 35 24 0.685714286 69% 20 480 700
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 20 0.8 80% 15 300 375
Product Pricing: 25 16 0.64 48% 20 320 500
Complaint Handling: 15 9 0.6 60% 10 90 150
Experience with HZL: 5 3 0.6 60% 10 30 50
Net Result 65.58%
Total Points: 175 115 0.657142857 63% 100 1705 2600
161
Appendix – XXVIII
Customer Code & name : 0000000976 Royal Traders
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 5 Always above 98%
c) Impurity profile 5 Always within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 4
Good quality
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 3 Can not say
D. Please share your experience in Handling of product with respect
to:
a) Storage 2 Difficult
b) Pumping 4 Convenient
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Can not say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 3 Can not say
e) Responsiveness in case of accident/spillage? 2 Delayed response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 2 Delayed Response
162 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 2
Sometime delayed
C. Time taken for processing the order by the sales and logistics
department? 1
Too long
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 4
Good speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 2 Sometime expensive
b) Payment Terms 4 Suitable
c) Credit Refunds 2 Sometimes delayed
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 3 Can not say
b) Time Taken 3 Can not say
c) Responsiveness of the concerned authority 3 Can not say
7. Overall Experience
A. Please rate your overall experience with HZL 2 Partially satisfied
163
Criteria Maximum points points obtained fraction % weight points obtained X
weight
Maximum
points X weight
Product Quality: 45 32 0.711111111 71% 10 320 450
Services Rendered: 35 24 0.685714286 69% 20 480 700
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 21 0.84 84% 15 315 375
Product Pricing: 25 15 0.6 60% 20 300 500
Complaint Handling: 15 9 0.6 60% 10 90 150
Experience with HZL: 5 2 0.4 40% 10 20 50
Net Result 65.00%
Total Points: 175 114 100 1690 2600
164
Appendix – XXIX
Customer Code & name : 0000003379 Royal Traders
criteria points response
1. Product Quality (Characteristic) :
A. Please rate the overall quality of the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
266 ‐ 1993.
a) Appearance 4 As per standard
b) Concentration (98% min) 2 Sometimes below 98%
c) Impurity profile 4 Sometimes within limit
B. Please share your valuable experience towards product's
performance in your required end use application. 2
Slightly Inferior
C. Request your observation on your product yield using HZL acid vis‐
à‐vis acid from other sources. 4
Just required yield
D. Please share your experience in Handling of product with respect
to:
a) Storage 2 Difficult
b) Pumping 1 Very difficult
c) Spillage handling 2 Difficult
E. Your valuable feedback on disposal of By‐product (spent acid)
generated (if any) after using HZL Acid
c) Spillage handling 3 Can not say
2. Services Rendered
A. Please share your valuable experience with the Acid Marketing Team on the following parameters :
a) Overall accessibility in person, on mobile, through email or visits in
case of outstation customers. 4
Generally available
b) Product knowledge 4 Good
c) Whether able to guide in your product application 5 Always able to guide
d) Knowledge related to Handling & Storage. 3 Can not say
e) Responsiveness in case of accident/spillage? 2 Delayed response
B. Your experience with the Sales / Logistic staff at the delivery point on the following parameters:
a) Helpful, co‐ordeal 4 Considerate
b) Responsiveness to query/problem 2 Delayed Response
165 3. Responsiveness
A. Please give your comment on availability of the product. 4 Available mostly
B. Please share your experience for the timely issuance of the delivery
order. 2
Sometime delayed
C. Time taken for processing the order by the sales and logistics
department? 1
Too long
D. Time taken for the loading of the tanker at the plant 2 Sometime delayed
E. Your overall experience "from issuance of delivery order to the
dispatch of material" 2
Partially satisfied
4. Sales Automation & Effectiveness of E‐Salesmate Software:
A. Your observation on "shifting D.O. generation process from earlier
manual at plant / branch office to now e‐mode through E‐Salesmate " 4
Convenient
B. Please comment on "the user‐friendliness of E‐Salesmate". 4 Simple
C. Your experience about the speed of the software. 4 Good speed
D. Accessibility to different sections of e‐salesmate such as Invoice list,
sales order, account statements etc. 5
High speed
E. Your observation on "E‐Salesmate lead to saving of time, man hours
& resources. 5
Highly benificial
5. Product Pricing:
A. Specify your views regarding the product pricing based on the following parameters:
a) Price Competitiveness 3 Can not say
b) Payment Terms 3 Can not say
c) Credit Refunds 2 Sometimes delayed
d) Account Reconciliation 2 Sometimes delayed
e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient
6. Complaint Handling:
A. Your experience regarding the complain handling process :
a) Problem Solving 3 Can not say
b) Time Taken 3 Can not say
c) Responsiveness of the concerned authority 3 Can not say
7. Overall Experience
A. Please rate your overall experience with HZL 3 Can not say
166
Maximum points points obtained fraction % weight points obtained X
weight
Maximum points
X weight Criteria
Product Quality: 45 24 0.533333333 54% 10 240 450
Services Rendered: 35 24 0.685714286 68% 20 480 700
Responsiveness: 25 11 0.44 44% 15 165 375
eSalesmate: 25 22 0.88 88% 15 330 375
Product Pricing: 25 15 0.6 60% 20 300 500
Complaint Handling: 15 9 0.6 60% 10 90 150
Experience with HZL: 5 3 0.6 60% 10 30 50
Net Result 62.88%
Total Points: 175 108 100 1635 2600
167
Chapter – 6
RReeffeerreenncceess 1. Ajeet (personal communication). Mr. Amit Ajeet, Executive, Commercial –
HZL. [email protected]
2. http://www.hzlconnect.com/ 3. http://www.hzlindia.com/index1.asp 4. http://www.hzlindia.com/vision.asp 5. Garg (personal communication). Mr. Varun Garg, Executive, Acid
Marketing – HZL. [email protected]
6. http://mooni.fccj.org/~ethall/h2so4/h2so4.htm 7. http://www.thetimes100.co.uk/theory/theory‐‐measuring‐customer‐
satisfaction‐‐413.php 8. http://en.wikipedia.org/wiki/Ranking 9. http://en.wikipedia.org/wiki/Weighted_mean