Sp1

PROJECT REPORT ON

PYROTECH ELECTRONICS PVT.LTD. UDAIPUR PROJECT

TITLE:-CUSTOMER

RELATIONSHIP

MANAGEMENT SUBMITTED TO : -

SUBMITTED BY: JAI KUMAR JOSHI IBMR , AHEMADABAD

MISS SANGEETA BHATIA ASTT.MANAGER HRD

DECLARATION

I do hereby declare that the project report entitled" customer relationship management" submitted in partial fulfillment of the requirement for the degree of corporate MBA, IBMR(AHEMADABAD), is my original work and is not submitted for the award of any other degree, diploma, any other similar title or prize.

PlaceDate-

Signature

ACKNOWLEDGEMENT

The last few days have been full of learning and sense of contribution towards the organization. I would like to thank IBMR for giving me an opportunity of learning and contributing through this project. I would like to thanks all the people who knowingly and unknowingly supported me in the Endeavour. As a student of Institute of business management and research, Ahemadabad. I would first of all like to express my gratitude to at the outset I would like to express my deep gratitude to all of them whose collective effort leads to the successful completion of my project. In this regards I would like to thank Mr.R.K.Balyan, director of IBMR for giving me permission to undergo this training program. During the actual project work, Miss Sangita Bhatia, Asst. Manager HRD Pyrotech has been a source of inspiration through his constant guidance; personal interest, encouragement and help. I convey my sincere thanks to her I am also grateful to her for responding confidence in my abilities and giving me the freedom to work on my project. Jai Kumar Joshi M.B.A. 2nd module

TOPICS COVERED

1. EXPLAINATION OF THE TOPIC ( Reason , Importance , Learning ) 2. Organisation Profile(TRAINING) 3. Research Objective and Scope 4. Research Methodology and Limitations 5. Data Interpretation and Findings 6. Suggestions 7. Conclusions and Findings 8. SWOT - analysis 9. Questionnarie and Bibliography 10. Attachment – Customer Feedback Form

EXPLANITION OF THE TOPIC

CUSTOMER RELATIONSHIP MANAGEMENT is the process of managing detailed information about the customers and carefully managing all customers “touch points” to maximize customer loyalty. It is a relationship process which a company can cultivate with that its customers in such a way that it would be benefit both the customer and the company. It involves a combination of strategies that builds the relationship between the marketer and the customer over a period of time. It requires long term planning and anything long-term requires a strong organizational commitment and appropriate investment. It focuses on meeting the individual needs of valued customers. It refers to all marketing activities directed towards establishing , developing , and sustaining long lasting, trusting , win-win , beneficial exchanges between the focal firm and all its supporting key stakeholders. According to Berry “ attracting , maintaining and in multiservice organization enhancing customer relationship. “ According to Parasuraman “ CRMS as attracting , developing , and retaining customer relationship. “ CRMS is not a new concept but an old age practice. Which is on the rise because of the benefits it offers. Especially in the present marketing scenario. So , CRMS is a discipline as well as a set of discrete software and technology which focuses on automating and improving the business process.

REASON FOR SELECTION OF TOPIC

Customers are the “king of market”. Success of each company depends upon customers. Customer relationship is a topic of my interest because  I want to know about what strategies required for making good

customer relationship?  I want to know how to achieve customers?  I want to know how we can handle customer’s problem.  I want to know how we can build customers loyalty.  I want to know how we can increase customer satisfaction.  I want to know how we can reduce customer’s defection.  I want to know how we can form strong customer bonds.  I want to know how to attracting and growing customers.  So I would like to do research on customer relationship management. It will be very beneficial for me in future.

IMPORTANCE OF THE TOPIC FOR THE COMPANY

Customer relationship management is a very important topic for the company. •

Organization can get to know what the real needs of the customers are.

•

Organization can able to solve customer’s queries.

• Organization can get to know what the real needs of the customers are. • Organization can be able to know about the customer demand and can plan accordingly • Organization can know about the target customer by which, organization gives more emphasis to a particular customer groups. • Organization can able to know about the drawbacks of the product. • E.g. • Why the customers could not be achieved? • In which area maximum emphasis should be given? • Organization can get to know its position in the competitive market. • Organization can customize market offerings, services, programs, messages, and media based on valued customers. • Organization can create new distribution channel. • Organization can develop new pricing models.

LEARN FROM THE STUDY

• The right way to approach different consumer classes. The beginning one and after that gradually telling the customer about the product and convinced them. • The perfect way to solve the queries of the customers. • The sincerity of doing work, in the right time by which creating a good impression to staff persons as well as high-level executives. • I got clear idea to attend customers by telephone, by appointments. • I would be able to know the working condition and practical knowledge of completing work. •

I would be able to know about the packaging of the product( wooden).

• I got a clear idea about the complaints handling. • I got a clear view of how to interect other people , customer . • I got a clear idea about problems faced by the organization. • I got a clear idea about problems faced by the customer. • I got a clear idea about how to solve these problems.

ORGANIZATION PROFILE

1. FORMATION OF THE COMPANY. 2. SCOPE OF THE PRODUCT AND SERVICES. 3. MILESTONES IN THE HISTORY. 4. COLLABORATION 5. HEAD OFFICE AND BRANCHES. 6. FINANCIAL FIGURE FOR THE LAST THREE YEARS. SALES, REVENUES, NO OF EMPLOYEES. 7. QUALITY POLICY AND OBJECTIVES. 8. ORGANIZATIONAL CHART.

FORMATION OF THE COMPANY

PYROTECH ELECTRONICS PVT.LTD UNIT #2 an ISO 9001 concern. The history was made long before 1980.In 1976 to be precise, and that too in a small house at Udaipur in Rajasthan, where four visionaries put their heads together and thus pyrotech was born. The quantum of success can be measured from the fact that the company has registered average growth rate of 55% since its inception. The reason behind the success is strong emphasis on customer satisfaction in all respects. Pyrotech is a renowned company for control room equipments, electronics and sensors. They have climbed up the value chain by collaborating with global companies like synelec (large video screen), subklew (mosaic tile system), karus and naimer (switches) and weigel meters (meters) and others. PEPL has a full fledged marketing establishment at Delhi and Udaipur and agents in different cities like Bangalore, Kolkatta, Mumbai, Bhopal, Baroda and Ahmedabad . Total construction area of this unit is 50,000 Sq. ft. and is equipped with CNC Press Break, NC sharing machine and CNC Press Punch, Environment friendly painting both (2 nos.) and two Powder Coating Plant with Ovens. PYROTECH UNIT # 2 is the youngest bird of all group of companies is technology driven with leading edge capabilities is fields related to control & instrumentation. Pyrotech unit # 2 commenced its production & commercial activities in 1998, & soon is a renowned name for control & instrumentation field .

PRODUCTS AND SERVICES

PRODUCT RANGE

1. CONTROL PANEL

2.PROCESS OR PANEL

3. ELECTRONIC PANEL

4.INSTRUMENT PANEL

5. MOSAIC MIMIC PANEL

6.JUNCTION BOX

7. CALIBRATION BOX

8.PURGE PANEL

9. ANALYZER PANEL

10.PNEUMIC PANEL

11. LIE AND LIR

12.LARGE VIDEO SCREEN

13. CONTROL ROOM DESIGN

14.TEST BENCH

15.19” RACK ENCLOSURES

16.SWAS PANELS

17. COMPUTER CONSOLES & CRT DESKS

18.CENRALIZED CONTROL DESK

19. RELAY PANELS

20.EXPLOSION PROOF PURGE

21. GAS ANALYZER PANEL

22.ELECRICAL PANELS

23. LT SWITCHING PANELS

SERVICES

ELECTRICAL ENGINEERING SERVICES:

• PCB DESIGN AND LAYOUT • CONTRACT MANUFACTURING, COMPONENT PROCUREMENT,PCB ASSEMBLY TESTING. • SCEMATIC DESIGN USING ORCAD • OPERATING MANUALS • CATALOUGE DESIGN,BACKPLATE,STICKER DESIGN • 8051/ANALOG DEVICES • PLC PROGRAMMING

MECHANICAL ENGINEERING SERVICES:

• • • • •

DRAWINGS:AUTOCAD,EPANEL PANEL DESIGN,CAD/CAM 2-D,3-D DRAWING PROJECT ENGINEERING CNC PROGRAMMING

MILESTONES IN THE HISTORY 1976:-

Pyrotech international established by 4 techno crafts in Udaipur. First product Thermocouple and RTD’S.

1980:-

Factory expansion for electronics products – indicator, temperature Controllers.

1984:-

Prototype development of ALCOSY. Separate temperature sensor division Tempsens established.

1986:-

Landmark year as BHEL Bangalore started using ALCOSY technology. Orders executed for IL Bokaro steel power plant for marshalling panels.

1990:-

HZL chanderia instrumentation work commenced and completed in November 1991.

1992:-

High performance 19’ rack developed for defense suppliers to army for Missile launch. National excellence award in R&D ELCINA award.

1993:-

Major power project executed for PSEB Bhatinda, Panipat, with Swiss Mosalo Tiles. LSC supplied for NTPC Korba.

1996:-

Tie up with Siemens AF for Pal series of products Dr.Theading for unit 1&2 Attains the ISO 9001status & tempsens accredited with honored with Rajiv Gandhi national quality award.

1999:-

Executed orders for submarine program of navy new concept for Indian Marked of control room design.

2000:-

Major projects executed for mega power house –NTPC Simbadari, UPSEP, BESES etc. New design developed in consoles & fecosy panels.

2001:-

Tie up with AMS, Germany for oxygen & Zirconia analysis. New offices at Hyderabad, Trichy, Kota, Hardwar. Indigenous technology for active mosaic Tiles developed for Delhi metro rail corporation.

2003:-

Unit 2 attains ISO 9001:2000 industrial furniture range introduced with Major approval from NTPC, BHEL &TISCO.

2005:-

Folded construction panel introduced.

2006:Unit 2 attains ISO 9001:2000 from DNV Netherland total turnkey Room solution for 1000 MW Jindal super thermal power plant. Area Sq. fit azuila & vectraCNC machine introduced expansion of conveyorised Plan proposed ISO 14000:2004 EMS.

AWARDS

• AWARDS FOR EXCELLENCE IN ELECTRONICS-1992 DEAPARTMENT OF ELECTRONICS GOVERNMENT OF INDIA

• AWARDS FOR ELCINA-R & D AWARDS-1993-94

•

BUISNESS MAHARAJAS OF RAJASTHAN IN YEAR

CERTIFICATES

COLLABORATION To reap advantages of global integrated chain, they collaborated with companies like:

HEAD OFFICE AND BRANCHES

HEAD OFFICE: -

F-16A, road no.3 Madri industrial area Udaipur-313001

DELHI OFFICE: -

917-920 International trade tower Nehru palace New Delhi-110019

MARKETING HEAD OFFICE:-

BANGLORE

BRANCH OFFICES:• • • • • • • • • • • •

LUCKNOW MUMBAI BARODA ROURKELA KOLKATA KORBA DUBAI HYDERABAD CHENNAI RAIPUR JAMSHEDPUR DURGAPUR

•

BANGLORE

SISTER CONCERNS

PYROTECH CONTROL INDIA PVT.LTD.UDAIPUR It is the parent company. Presently it manufactures standard type and FECOSY series of enclosures and control panels.

PYROTECH ELECTRONICS PVT.LTD.UDAIPUR It is a TUV certified ISO 9001 company. It manufactures electronics like controllers, transmitters, annunciator, scanners, timers, power suppliers, and hooters etc.

TEMPSENS, UDAIPUR It is an ISO 9002 company. it manufactures custom built temperatures sensors,thermocouples,RTDs and non contact pyrometers.

SALES OF LAST 4 YEAR TABLE OF LAST 4 YEAR

YEARS

SALES IN/CRORES

2003-04

34.75

2004-05

41.31

2005-06

55.82

2006-07

83.76

GRAPH OF SALES IN 4 YEARS

NO. OF EMPLOYEES

DEPARTMENTS COMMERCIAL ACCOUNTS EDP ENGINEERING AND DESIGN

MANPOWER 22 6 4 59

IMPORT

2

MAINTAINENCE

8

MARKETING

13

P AND A

12

PRODUCTION PLANNING AND CONTROL

64

PRODUCTION

320

QUALITY ASSURENCE

15

QUALITY POLICY

Pyrotech Electronics Pvt. Ltd. is committed for customer satisfaction by design, manufacturing & supply of process control instruments as per agreed customer requirements by employing trained manpower, ensuring in time delivery and continual improvement in quality system & technology."

OBJECTIVES

Pyrotech Electronics pvt.Ltd provides complete solution for electronic process control instrument to the industries. Presently they are manufacturing about 200 different types of process control instruments. They have a strong R & D team, comprising of 50 engineers. Their work is focused on creating and continuously improving a sensitive organization capable of reacting promptly to market requirements and customer’s need. We will continue to earn customer's trust with highest quality of services. THEY RESEARCH, PLAN, DESIGN AND INVEST FOR FUTURE Keeping in view the customer's requirement we will continue to develop new products. With the recent expansion of the company, we are confident of making PEPL, a well-known name worldwide. MAJOR CUSTOMERS

1 ASEA BROWN BOVERI LTD. BANGALORE, NEW DELHI, BARODA 2 BHABHA ATOMIC RESEARCH CENTRE 3 BHARAT ELECTRONICS LTD. 4 AMBUJA CEMENT 5 LARSEN &TURBO LTD. 6 RELIANCE INDUSTRIES LTD. 7 SECURE METERS LTD.

8 HONEWELL, PUNE. 9 THERMAX, PUNE 10 TISCO JAMSHEDPUR 11 TATA LTD. 12 HOWE 13 NTPC 14 MECON 15 MINISTRY OF DEFENCE

ORGANIZATIONAL CHART BOARD

MR.AMIT TALESARA VICE PRESIDENT HOD

MANAGER EDP

GEN. MANAGER P & Q.M. HOD

GEN. MANAGER DESIGN MECH.HOD

GEN. MANAGER DESIGN ELEC.

RESEARCH OBJECTIVES AND SCOPE OF RESEARCH

1.

PROBLEM DEFINITION

2.

OBJECTIVES OF RESEARCH PROJECT PRIMARY OBJECTIVE SECONDARY OBJECTIVE

3.

SCOPE OF THE STUDY

PROBLEM DEFINITION

How companies makes relationship with customers and what they do for achieve more and more customers.

OBJECTIVES OF THE RESEARCH PROJECT

1. PRIMARY OBJECTIVES • To study the customer relationship of company. • To know how work as a marketing manager.

• To know what is the responsibilities of the marketing manager. • To have a good experience in marketing department.

2. SECONDARY OBJECTIVES To know the corporate world. • To know how company make new-new innovation for achieving customer. •

SCOPE OF THE STUDY

The prima facie scope of this study appears to be confined to Udaipur division of Rajasthan state in India because the unit included in the sample for this study is located in periphery of Udaipur division. The unit selected is Pyrotech electronics pvt. Ltd- Udaipur The unit highlighted above have various plants and spread of their operations scattered all over the country.therefore, the findings of the study are fairly representative.morever the executives and operatives selected in

the sample also transferable from one plant to another, with a majority of them having experience of working at various plants of their respective companies. The spread of plant of the unit as well as their regional offices, branch offices which are mentioned below Pyrotech-Udaipur, Ahemdabad, Bangalore, Bhopal, Baroda, Delhi, Kolkata, Mumbai

RESEARCH METHODOLOGY AND LIMITATION

1. RESEARCH DESIGN 2. SAMPLING PLAN 3. SAMPLE SIZE

4. DATA COLLECTION INSTRUMENT DEVELOPMENT 5. RESEARCH LIMITATION

RESEARCH DESIGN

The research approach for this study was conclusive research. Conclusive research is designed to help exclusive to choose among various possible alternative to make a value business decision. further this research was descriptive type which is an off shoot of conclusive research the problem for this research was non operation in nature the data both primary and secondary data the source was one hand real respondent for primary data for the proper analysis of simple satisfied techniques such as percentage were us it help making more accurate generalize from the data available.

Our project is basically based on questionarie pattern. So it is research based on different questions prepared by the researcher.

Data source is basically Executives of the company. And other persons who are responsible for working.

SAMPLING PLAN

Non-probability or convenience sampling technique has been used in this study. The process of sampling in the first stage involved the selection of corporate units that formed a part of the new economy. In this respect, both public & private units were selected for the study so as to make it a representative sample. The second stage in the process of sampling involved selecting respondents such selection was sought from respondents who varied in different levels of management & also from different department in the organization. The third stage involved coming up with appropriate tools of gathering required information aimed at achieving the objectives of research. This includes both primary as well as secondary sources of gathering information. Besides the sampling techniques selected for research, extensive literature survey on related aspects of the study aspects of the study topic was

conducted too so as to not only have a better insight of the subject but also find out which technique suit this type of research test.

SAMPLE SIZE DETERMINATION

The universe of the research was all the employees of Pyrotech electronics, Udaipur.the sample of respondents of this study consist of 50 employees from Pyrotech. The sample consists of a wide cross section of respondents varied background to make them representative. This type of research followed by here was exploratory research.

DATA COLLECTION

Information has been gathered from primary as well as secondary sources. (a) PRIMARY SOURCES The primary source of information consists of a sample of respondents selected from a group of business unit. For this purpose we use • Questionnaires • Unstructured interview (b)SECONDARY SOURCE (1) INTERNET

(2) CORPORATE BROUCHER.

DEVELOPMENT OF QUESTIONNAIRE A Questionnaire is the most common instrument. A research instrument should avoid bias and also develop, which will facilitate effective communication. The questionnaire that the researcher used contained a total of 10-20 questions for collecting relevant and required facts and opinions from the respondents. While preparing the questionnaire, almost all attention was given to age, occupation etc. The questionnaire includes open-ended and close ended questions and proper care was taken to minimize ambiguity. In order to gets the information through questionnaires, personal interview methods adopted as it helped both purpose of getting the information and some vital information with the respondents expressed while taking to the researcher. RESEARCH LIMITATION

• The timing to interact with employees was not perfect one, as most of the employees busy with their office works. •

The employee does not enclose some information.

• Sometimes employees were not interested. •

Sometimes answers of employees were unsatisfactory.

• We were unable to find some data. • Sometimes employee didn’t get us.

• Sometimes we didn’t get employee. • Some times wrong data was given to us. • Sometimes we interrogate people wrong • Some people are not interested to interect to us. • Questionnarie approach does not work properly sometimes. • Data sometimes not collected accordingly.

DATA ANALYSIS, INTERPRETATION AND PRESENTATION

RESPONDENT BY AGE S.NO. 1. 2. 3.

AGE GROUP UPTO 28 28-48 48 AND ABOVE

RESPONDENTS 17 33 0

PERCENTAGE 34 66 0

The data in the above table we will find that 34% of total respondents from age group up to 28 years.

RESPONDENTS BY WORK EXPERIENCE

S.NO. 1. 2. 3. 4.

WORK EXPERIENCE LESS THAN 1 YEAR 1-2 YEAR 2-3 YEAR MORE THAN 3

NO.OF RESPONDENTS 24

PERCENTAGE

15 0 12

30 0 24

48

YEAR TOTAL

50

100

The data in the above table we will find out that 48% of respondents belongs to less than 1 year’s experience.

RESPONDENTS OPENION ON CUSTOMER RELATIONSHIP MANAGEMENT IS HELPFUL I IMPROVING PERFORMANCE OF THE ORGANIZATION. 1.

HELPFUL

28

56

2.

NOT HELPFUL

22

44

The data in the above table we will find that according to 56% respondent’s customer relationship management is helpful in improving organizational performance.

RESPONDENTS BY DESIGNATION DESIGNATION ASSISTANT ENGINEER TRAINEE ENGINEER FINANCIAL ACCOUNTANT CNC PROGRAMMER PROJECT ENGINEER QUALITY INSPECTOR DRAFT MAN PAINTING INSPECTOR SUPERVISOR

NO.OF RESPONDENTS 07 02 02

PERCENTAGE 14 4 4

02 10 01 03 02 05

4 20 2 6 4 10

WORKER HELPER

09 07

8 14

The data in the above table we will find that most of the respondents belong to project engineer designation.

CONCLUSIONS AND FINDINGS

From research project I concluded that Pyrotech electronics is able to maintain good relationship with customers. Their main product is panels. Firstly they get enquiry from customers. They manufacture panel according to customer demand. Drawings of panels design by customers or sometimes they decide. Price of the panels depends upon the size of panels. Sometimes they provide free sample for customers. Customers inspect them and

approve the sample and place the order. They provide after sales service to the customers.

THEIR OLDEST CUSTOMERS: 1. ASEA BROWN BOVERI LTD. BANGLORE, NEWDELHI 2.BHARATHEAVYELECTRON ICS LTD. BANGLORE, BHOPAL, HARDWAR

(1) CUSTOMER COMPLAINTS: - Their customer loosing rate is very

low. Because they are able to handle their complaints in very effective manner. Firstly they prepare hard and soft copy of complaints. Problem is handled by marketing department. If they are unable to solve the problem than they send it to higher department.

(2) ADVERTISEMENT: -

They placed stalls in various exhibitions which are held in various cities. They published their advertisement in magazines.When customer comes into their company they gives presentation about their company and various product than customer decide they should place the order or not.

(3) INSPECTION: -

After completing the order they invite customers for inspection of product. Customer can check the product.

(4) OFFER AND DISCOUNTS:-

For making low profit customers more profitable they provides various discounts and offers. They give special treatment to their long time customers. They send diwali gifts and various offers to them.

(5) PROBLEM OF CUSTOMER RELATIONSHIP MANAGEMENT:-

Main problem is transportation. Major source of transportation is road. Sometimes panels are break during the transportation and sometimes they are unable to give delivery on time.

SUGGESTION

 They should approach their customers.  They should use various source of transportation.  More emphasis should be given to the advertisements and more seminars should be organized.  They should improve their packing for avoiding breakage.

 They should make their website more developed and attractive.  They should organize various types of promotional activities.  They should survey what products their competitors offer today and

will offer tomorrow.  They should calculated share of their wallet for goods and services.  They should study what product their customer need today and will need tomorrow.  They should know what tools their employees need to foster customer relationships.  They should identify most valuable customers.  They should analyze what their competitors are doing to win their high value customer.

BIBLIOGRAPHY

BOOKS: - MARKETING MANAGEMENT- PHILIP KOTLER MARKETING RESEARCH-NARESH K.MALHOTRA

MAGAZINE: - INDIAN MANAGEMENT

WEB-SITES: - www.pyrotechindia.com www.yahoo.com www.google.com

OTHERS: - COMPANY PROFILE OF PYROTECH PRODUCT PROFILE OF PYROTECH ELECTRONICS INTRODUCTORY MANUAL OF PYROTECH

QUESTIONNAIRE

INSTITUTE OF BUSINESS MANAGEMENT AND RESEARCH, AHEMADABAD “STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT” AT PYROTECH ELECTRONICS, UDAIPUR NAME OF RESEARCHER: - JAI KUMAR JOSHI

INTERVIEW SCHEDULE NAME:AGE :SEX :RELIGION:CASTE:MARITAL STATUS: - MARRIED/ WIDOW/WIDOWER EDUCATION:DESIGNATION:WORK EXPERIENCE IN THE ORGANIZATION:ADDRESS:TELEPHONE NO.:Q.1 How you identify your customers? ………………………………………………………………………… …. ………………………………………………………………………… …. ………………………………………………………………………… …. Q.2 How you interact with customers? ………………………………………………………………………… …. ………………………………………………………………………… ….

………………………………………………………………………… …. Q.3How you handle customer complaints? ………………………………………………………………………… ….. ………………………………………………………………………… ….. ………………………………………………………………………… ….. Q.4 How you make low profit customer more profitable? ………………………………………………………………………… ….. ………………………………………………………………………… ….. ………………………………………………………………………… ….. Q.5 Problem which you are facing for maintaining customer relationship? ………………………………………………………………………… …. ………………………………………………………………………… …. …………………………………………………………………………

Customer Feedback Form

SWOT ANALYSIS

STRENGTH 1. PEPL-2 cordinating with PEPL-1 is a great strength of full fill the following points. a. To inhance the range of products. b. Helpful of reducing internal computation. c. To gina monopoly in the market.

2. PEPL-2 is Rajasthan’s top most panel- manufacturing company. 3. pressure control panels and MCC-panels are manufactured , Tested and rechecked.

WEAKNESS 1. Optimum capacity utilization is not done at the plant. 2. There should be regular visit of the technical person in the quality Department. 3. The services offered to the customer should be improved. 4. The supply of raw materials to the PEPL is not proper, so it Should be improved. 5. The marketing department should try more to attract more customer.