a project report on survey on customer satisfaction of philips lightings

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS

INTRODUCTION

Electrical lighting business is characterized by low margins and stiff competition.

Many of the organized sector manufacturers have launched specialized products to

increase profitability. The domestic players have been facing intense competition from

cheap imported Chinese products post removal of import restrictions. However Philip's

lighting division recorded better growth than industry and improved its market share in

all the segments during 2001.Entry barriers in the electronics industry are not very high.

Opening up of the economy has attracted a host of global majors, who have launched the

latest technology products. One of the most important characteristics of the Indian market

is that it is highly price sensitive. Increased pressure due to competition and overzealous

capacity creations has resulted in lower margins.PIL is a subsidiary of global electronics

giant Philips and a leading player in the consumer electronics and electrical lighting

segments backed by superior design and technology. It also makes domestic appliances,

electronic components, telecom equipment etc. The parent company Koninklijke Philips

Electronics N.V. (KPENV) has acquired 91.5% stake in the company through 2 open

offers. The company proposes to delis the shares from the exchanges by making an open

offer for the balance stake. Entry barriers in the electronics industry are not very high.

Opening up of the economy has attracted a host of global majors, who have launched the

latest technology products. One of the most important characteristics of the Indian market

is that it is highly price sensitive. Increased pressure due to competition and overzealous

capacity creations has resulted in lower margins.

INDUSTRY PROFILE

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The modern world is an electrified world. It might be argued that any of a number

of electrical appliances deserves a place on a list of the millennium's most significant

inventions. The light bulb, in particular, profoundly changed human existence by

illuminating the night and making it hospitable to a wide range of human activity. The

electric light, one of the everyday conveniences that most affects our lives, was invented

in 1879 simultaneously by Thomas Alva Edison in the United States and Sir Joseph

Wilson Swan in England.

In 1811, when Sir Humphrey Davy discovered that an electrical arc passed

between two poles produced light.

In 1841, experimental arc lights were installed as public lighting along the Place

de la Concorde in Paris. Other experiments were undertaken in Europe and

America. But the arc light eventually proved impractical because it burned out too

quickly.

Inventors continued to grapple with the problem of developing a reliable electric

light that would be practical for both home and publicuse as a viable alternative to

gaslight.

The solution lay not in an electrical arc in open space, but in electricity passed

through a filament. The breakthrough theory became known as the Joule effect.

If passed through a resistant conductor, would glow white-hot with heat energy

turned to luminous energy. The problem was devising the right conductor, or

Filament, and inserting it in a container, or bulb, without oxygen because the

presence of oxygen would cause the filament to bum.



Swan was the first to construct an electric light bulb, but he had trouble

maintaining a vacuum in his bulb. Edison solved this problem, and on October 21,

1879, he illuminated a carbon filament light bulb that glowed continuously for 40

hours.

In the period from 1878 to 1880 Edison and his associates worked on at least

three thousand different theories to develop an efficient incandescent lamp.

Edison was trying to come up with a high resistance system that would require far

less electrical power than was used for the arc lamps. This could eventually mean

small electric lights suitable for home use.

By January 1879, at his laboratory in Menlo Park, New Jersey, Edison had built

his first high resistance, incandescent electric light. It worked by passing

electricity through a thin platinum filament in the glass vacuum bulb, which

delayed the filament from melting.

He even thought about using tungsten, which is the metal used for light bulb

filaments now, but he couldn’t work with it given the tools available at that time.

By the end of 1880, he had produced a 16-watt bulb that could last for 1500 hours

and he began to market his new invention.

In 1910, William David Coolidge of the General Electric Company of

Schenectady, New York, invented the tungsten filament, which further improved

the longevity of the light bulb.



Edison did make a lot of money off of his inventions but he was never as brilliant

a businessman as inventor.

In 1878, even before he had a decent light bulb, he had found backers and started

a company called the Edison Electric Light Company. As he went along he

created a half a dozen other companies in the electric field.

They merged in 1889 to form the Edison General Electric Company. In 1892 it

merged with a company called Thomson-Houston to form General Electric. The

dropping of Edison's name was a symbol of the dropping of Edison.

He had sold out his shares and power to gain time and money for his other

interests. He made a good deal of money, but he sold out too soon. Today General

Electric is one of the largest corporations in the world. It has revenues of $70

billion a year, 222,000 employees and operates in 100 countries.

HISTORY-LIGHTING ENGINEERING

1985 - 2003 Summary of Major Lighting Technology Programs

Since early 1985, Continental Design & Engineering has been involved in the

creation of significant Intellectual Property for the Automotive Lighting Industry.



1985: Lighting Product Design & Engineering

Continental became a supplier of lighting engineering services in Anderson,

Indiana. Federal changes in forward lighting regulations [Federal Motor Vehicle

Safety Standard - FMVSS 108] in 1984 permitted replaceable bulb [aerodynamic]

headlamps in U.S.A. for the first time. This permitted revolutionary changes in

lighting designs.

1986-1988: Training & CAD Implementation

With GM changing to the CGS CAD system, Continental helped many

Automotive Suppliers migrate to the new CGS system by creating an entirely new

CGS training system for CAD designers.

1986-1992: Lighting Value Engineering

1986-2001: Lighting Research & Development

Continental has helped create Automotive Lighting R & D groups for many

clients that sustained the rapidly expanding forward lighting products for North

American automotive manufacturers.

1988-1996: Computer-Aided-Engineering

Continental created a Computer-Aided-Engineering [CAE] group between 1988 -

1996 that was able to product CAE simulations with a high degree or correlation

(99%) for the following lighting componentry tests:

1991: Optical Design System Software



Continental provided engineering support for the creation of a fully automated

Optical Software System (ODS) capable of creating a wide range of headlamp

optical "prescriptions" which met all U.S. government headlamp optical

requirements

1993 - 1999: "Night Drive" Simulations & Animations

Continental took the animation software [Alias/MAYA] utilized by Stephen

Spielberg for the dinosaurs in the movie Jurassic Park, and applied that simulation

technology to forward lighting.

1998-2002: Advanced Product Development Group

Continental created a Detroit based Advanced Product Group [centrally located in

Troy, Michigan for strategic access to Ford, Chrysler and GM Tech Centers] to

provide customer design and engineering support for the Guide Sales group in

Detroit. Technically referred to as "Packaging", this activity includes the

engineering and designing of lighting components in restricted or limited spaces,

in support of the clay modelers in the Design Studios.

History and Development Of The Industry

An Industry in Transition:

The electric power industry in the United States has entered an era of dramatic

change. Largely due to the Energy Policy Act of 1992, the industry is rapidly joining the

deregulated natural gas, railroad, trucking, airline, and telecommunications industries in



becoming intensely competitive. The underlying message is that management must keep

costs in line if the state's electric utilities are to succeed in today's competitive business

climate.

Organizational Structures of Electric Utilities:

Louisiana's electric utilities are represented by a number of different types of

organizational structures. The term electric utility consists of all enterprises engaged in

the production, transmission, and/or distribution of electricity for use by the public and

includes the following types of ownership:

Investor-Owned are organized as tax-paying businesses, usually financed by the sale

of securities in the capital market. They are required or have the right to supply electric

service in a designated service area, Publicly held investor-owned utilities are those

whose common stock is owned by the general public and traded in the open market. A

holding company usually means a corporation (parent company) that directly or

indirectly owns a majority or all of the voting securities of one or more electric utility

companies which are located in the same or contiguous states.

Cooperatively-Owned are legally established to be owned by and operated for the

benefit of those using its service. The utility company will generate, transmit,

and/or distribute electricity to a specified area not being serviced by another utility

Government-Owned include municipal systems, federal agencies, state projects, and

public power districts.

Impact of Energy Policy Act of 1992 on Energy Markets:



With the passage of the Energy Policy Act of 1992 (EPACT), the monopoly status of

utilities was partially removed to encourage competition in power generation, wholesale

markets, and transmission services.

COMPANY PROFILE

In 1930, the Dutch electronics and electrical appliances giant, N.V.Philips

Gloeilampenfabrieken, established a company in India to sell its radios. The company,

which was named as Philips Electrical Co (India) Ltd., was later rechristened in 1956, as

Philips India Pvt Ltd. PIL, today manufactures a wide range of consumer electronic

items, electrical lighting, electronic components and industrial electronics. The support

and access to technology from the Dutch parent has helped PIL launch into the

competitive consumer appliances sector and grow strongly in the CTV and other video

products segment. The parent company reduced its stake to 40% in 1979 by offering to



the existing shareholders (at 1:4), the employees and to the financial institutions, its

shares at a premium of Rs4. Consequently the name was also changed to Pieco

Electronics and Electrical Ltd. However the company continued to sell its then existing

products under the brand name of Philips. In September 1993, N V Philips raised its stake

back to 51% and changed the company’s name to the original Philips India Ltd. The

parent has acquired 91.5% stake in the company through 2 open offers in 2001. The

company proposes to delist the shares from the exchanges by making an open offer for

the balance stake. Subsidiary Electric Lamps Manufacturers (India) Ltd is the fully

owned subsidiary of Philips India Ltd. The parent is planning to consolidate its activities

in India under Philips India. Accordingly three of the group's companies in the country-

Punjab Anand Lamp Industries (PALI), Philips Glass India and Electric Lamp

Manufacturers (India)-are proposed to be merged with Philips India. Plant locations PIL’s

TV factory is located at Salt Lake, Calcutta and its Audio systems plant is at Pimpri,

Pune. Electrical lighting is manufactured at Kalwa in Thane. Picture tubes are made at

Kota in Rajasthan, while components are made at Loni near Pune. Industrial equipment is

also manufactured at its Pimpri plant. The company was selected as one of the Top 10

"Greenest" Companies in India under a survey carried out by Business Today & TERI

(Tata Energy Research Institute). Manufacturing units of the company are ISO-14001

certified & three of them were re-certified during 200.

VISSIONIn a world where technology increasingly touches every aspect of our daily lives,

we will be a leading solutions provider in the areasest health care, lifestyle and enabling

technology, aspiring to become the most admired company in our industry as it sis seen

by the stakeholders.

VALUES Delight customers.

Deliver on commitments.

Develop people.



Depend on each other.

BOARD OF DIRECTORS

S M Datta – Chairman

K Ramachandran - Managing Director

Geert van Heumen

S Venkataramani

J N Sapru

R A Shah

Johan van Splunter

Frans van Houten

Dr S C Jha

Secretary R J Wani


CHAIRMAN

MANAGING DIRECTOR

BROAD OF DIRECTORS

RESEARCH &DEVELOPMEN

HUMAN RESOURCE MANAGER

PRODUCTION MANAGER

FINANCE MANAGER

MARKETING MANAGER

HR ANALYSIS HR TRAINER

CMO

REGIONAL MARKET MANAGERAREA MANAGERSALES MANAGERTQM

MATERIAL HANDLINGSHIPPING

INVENTORY CONTROL

SALES EXECUTIVE


Philips is number one in the global lighting market, a position supported by

leadership in innovation combined with a systematic approach to seeking out new market

opportunities. Its strategic ambition is to set the pace in the lighting industry as the first-

choice innovative partner for the supply of Creative and cost-effective lighting solutions.

The division’s products are found all around the world: not only everywhere in

the home, but also in a multitude of professional applications, for example 30 per cent of

offices, 65 per cent of the world’s top airports, 30 per cent of hospitals, 35 per cent of

cars and 55 per cent of football stadiums (seven of the ten at the 2002 soccer World Cup

in Japan/Korea).

Products include a full range of incandescent and halogen lamps, compact and normal

fluorescent lamps, high-intensity gas-discharge and special lamps, fixtures, ballasts,

lighting electronics and automotive lamps.


AUDITING ACCOUNTING

REGIONAL ACCOUNTING


Important market introductions of recent years:

Halogená offers consumers in the U.S. whiter light and a lifetime about three

times longer than standard incandescent lamps.

The ALTO T8 fluorescent lamp, which contains the least mercury of all

comparable lamps on the U.S. market while maintaining its superior performance,

is being installed in all newly constructed WalMart stores in the U.S.

Ecotone Ambiance, a compact, energy-saving lamp on the European consumer

market, has the same shape and gives the same natural soft light as the Philips

Softone.

The CLEO Natural range of tanning lamps, which apply the latest scientific and

medical knowledge in providing a sensible, effective tan in a soft and gentle way.

MasterColour CITY extends to outdoor applications the excellent "white light"

color properties and high efficacy of the existing MasterColour indoor range.

Metronomis outdoor luminaires reflect a modern vision of architectural urban

lighting, in which leading-edge technology is combined with a clear and elegant

design.

The TL5 office lighting system, consisting of the T5 small-diameter (16mm)

fluorescent lamp along with efficient TL5 fixtures incorporating sophisticated

lighting controls, provides high-quality lighting and minimizes energy demands.



The UHP (Ultra High Power) lamp is currently the leading product in the market

for digital data projection in beamers connected to PCs.

Electronic ballasts for TL5 and PL-T/C lamp circuits (e.g. miniature HF-

Matchbox), and electronic gear for operating HID lamps.

The recently launched e-Kyoto electronic ballast weighs 58% less and uses 20%

less energy than electromagnetic ballasts.

PRODUCT PROFILE

Philips lighting is the acknowledged global leader in the lighting market with

annual sales of over 5 billion euro .For more than 100 years Philips has been engaged in

the field of lighting research and manufacturing. Since the first Philips lamps in 1891.

Philips lighting employs more than 47000 people at manufacturing locations more than

17 countries, with our products &services reaching out to 150 countries.

Throughout our products and services, Philips lighting stands for intelligent

solution. Maximum attention is paid to the enduring performance of our systems:

ergonomics and human orientation appealing and aesthetoic style: energy efficiency: ease

of handling, installation and maintenance optimal cost of ownership and concern for the

environment.

Our main products are

Lamps

Lumanaries

Lighting electronics

Automotive lighting.



LAMPS

The incandisent lamp has come a long way since 1879-a century since its

invention.from 3 lumen/watt in the carbon finment lamp in 1879,lamp efficiency has

incresded to the present 18 lumenthe incandescent lamp continues to be the most type of

lamp in our country.

INCANDICENT LAMPS

HALOGEN LAMPS

COMPACT FLUORESCENT LAMPS

FLURECENT LAMPS

HID LAMPS

APPLICATIONS:

In all interiors and exteriors where lamps will be screened out of view by

us of suitable luminaries

For general lightings in homes, hotels shops and restaurants.

For indoors table games

Decorative lighting

CONSUMER LUMINAIRES

Decobattens:

Introduction: Lighting plays a pivotal role in the way people feel in and about their

domains. Apt lighting systems and add a lively atmosphere. Trust Philips in evolving

such systems for your homes and around.

Applications:

Homes



Shops

Office interiors

Striplites:

Introduction: Reliable, safe & energy efficient, the Philips ranges of Striplites find usage

across a cross section of applications. The appealing designs keep in mind the need for

long life and low power consumption.

APPLICATIONS:

Low Voltage &Extended operation areas

Homes

Shops

CFL Luminaries:

Introduction: Lean, agile and efficient, our CFL luminaries are perfect for your personal

and professional spaces. Innovative value additions with optimum cost of ownership

make them ideal for SoHo and Commercial applications. Invite your patrons, more so

incite distinct impressions.

APPLICATIONS:

Small offices

Constrained space

Desktops:

Introduction: The Philips ranges of desktop luminaries are designed not only enhance

your décor, but also to provide strain-free task lighting.

APPLICATIONS:

Homes

Desktop lamp

Shops

Restaurants & hotels



LIGHTING ELECTRONICS:

FTL & CFL Gear

Originally starting with the electromagnetic gear for TL’ fluorescent lamps,

Philips today has an extensive portfolio for all FTL & CFL sources, and have spear-

headed the electronic control Gear technology for more than two decades now.

Applications:

Household application

Railway stations

Offices

Exhibitions

Halogen Gear:

Halogen lamps have succeeded in diminishing the disadvantages of incandescent

sources by a great extent. These lamps provide constant light output with a longer

working life as compared to incandescent lamps-but needs compatible and safe gear to

run them.

APPLICATIONS:

Indoor Residential: living rooms, decorative & accent lighting

For 1*12v/50w halogen dichroic lamp

In professional areas



HID Gear:

Philips produces the widest possible choice in the control gear for High-intensity.

Discharge lamps. Latest additions to the range are open construction ballasts for high-

pressure sodium, Mercury and Metal Halide lamps. Compactness of dimension makes

them a very attractive option for luminary designers.

APPLICATIONS:

Road/tunnel lighting

Residential lighting

Shops

Retail premises

Ignitors:

There is a wide diversity of HID gear to match the range of lamps available. Our

Ignitors ensure reliable lamp ignition and permit construction of smaller gear, as they

do not self-heat. Philips semi parallel Ignitors also allow flexibility of remote location

and are hum free. They are protected against the hazardous behavior of end-of-life

lamps.

Lighting Controls:

Today perfect lighting is essential, but it’s not always enough. The technical

performance of the lamp, optics and ballast remain crucial, but contemporary lighting

solutions must be efficient, flexible, comfortable and most of all effective. Fortunately,

lighting controls can provide that added value and continuously create magic.



PHILIPS TODAY

Today, PHILIPS IS No. 1 or No. 2 in almost all the product-markets we serve.

Our heritage is our understanding of how people experience technology- because people

interact with technology practically every second, often without even realising.

Philips brought the incandescent lamp to India over 70 years ago and is today the most

widely used in homes, whether in the remote reaches of India or penthouses in South

Mumbai. Philips Lighting is today the preferred name in hotels, offices, city streets,

automobiles and anywhere and everywhere light enhances the quality of the ambience.

Philips brought the radio to India when wireless opened up new horizons for

information and entertainment. Valves and tubes were quickly replaced by transistors,

and Philips has remained the innovator by being the first to bring the audio cassette, the

CD, the VCD, the DVD, for richer and better listening experience. Richer viewing was

also on the menu. With Digital Natural Motion, Pixel Plus, Plasma, 100 HZ Real Flat

Philips brought visual delight as never seen before. A deep understanding of why and

how people listen and see, what experiences people wish for, and a deep knowledge of

the technologies that make this possible has kept Philips in the lead for over a century

worldwide and over seventy years in India

Philips’ presence in Healthcare in India is all embracing. 50% of Cardiac

examinations in India are done on Philis equipment. In the specialised area of surgical x-

ray, Philips innovation in the mobile c-arm for intra operating imaging is unmatched.

Philips is today a leader in Healthcare in India and is deeply committed to enhancing the

quality of life in very conceivable way. Philips delivers one of the world’s most robust

portfolios of medical systems in the areas of Imaging (MRI / CT / Cardio Vascular and

Ultrasound), Measurement (Patient Monitoring systems and Cardiology equipment) and

Electro Physiological Therapy Systems (Automatic External Defibrillators, Point of Care



diagnostics).

To the consumers' kitchen and home Philips brings convenience and high styling.

For the kitchens a range of food processors: blenders, juicers and grinders, specially

designed for Indian culinary preferences, a range of bread toasters and sandwich makers.

For the body beautiful, hair styling and epilation products for the woman and shavers for

men. Philips is revolutionising garment care at home with over a million steam irons in

perhaps as many homes. All in high style, colour and lending glamour and fashion to her

home.

All these lifestyle and healthcare consumer offerings get better and better with

digitalisation and the intelligence that is embedded. Philips technology platforms are

unsurpassed in these.

Philips is today the leading lifestyle and healthcare company in India. It has

fashioned itself to continue to be the leader in an India where people are increasingly

becoming part of three revolutions: the convergence revolution, the digital revolution and

the Internet revolution. Philips is far more focused, leaner, even more consumer centered,

more agile – all of which is reflected in its performance and in the excitement within the

company.

SUSTAINABILITY OF PHILIPS

At Philips, we are in the unique position to link our brand heritage to the

challenge of improving the quality of people's lives. This is what Philips has done since

our founders started the company. For Anton and Gerard Philips there was no difference

between business and sustainable business. Putting people at the center was inherent in

their way of doing business. You could say sustainability is in our DNA



They have long been integrating the triple bottom line, striving for economic

prosperity, environmental quality and social equity.Sustainability is built into our

heritage, our values and our commitment to improve the quality of people's lives.

Building knowledge, exploring opportunities

We have made great strides in building knowledge and creating awareness of

sustainability throughout the company. Now we are taking our commitment to a higher

level.

In keeping with our philosophy of continuous improvement, we are working to

strengthen our performance against the triple bottom line. Our efforts are wide-ranging,

from improving our process of reporting on our sustainability performance to stakeholder

dialogue to supplier management to diversity and inclusion to EcoVision.

Sustainable development is a necessity and the right thing to do. It's also our way

of doing business - an investment that creates value and secures our future.

APPLICATIONS OF LIGHTINING



INDUSTRIAL LIGHTINING

OFFICE LIGHTINING

SHOP LIGHTINING

HOME LIGHTINING

HOSPITALITY LIGHTINING

SPORTS LIGHTINING

PETROL STATIONS

AUTOMOTIVE

INDUSTRIAL LIGHTINING

A pleasant working environment stimulates personnel to increase their

performance, in terms of both quality and throughput. Good lighting contributes to this

area by being a functional facility, with the task of ensuring good visibility in the

working environment. Good light makes work safer and less tiring, resulting in fewer

accidents, lower fault and reject levels and higher productivity. It also plays an

emotional role in determining how people experience and appreciate the environment in

which they work. Good lighting pays for itself.

High-quality, industrial lighting makes an important and positive contribution and

hence improves productivity. Quality lighting means enough light on the working area,

higher uniformity and suitable colour properties. Lighting also should be in such a way

that it does not give any glare. Every industry will also have some outdoor area, which

needs good lighting. Lighting for typical applications is related to the activity taking

place and its size.

OFFICE LIGHTINING



Office lighting plays a key role in creating a working environment that empowers

people to function to the very best of their abilities. Lighting contributes to the principal

needs such as performance, comfort, ambience and cost effectiveness. Productivity of the

company rests on the capacity of the individual employees to work effectively; therefore

offices today are designed to optimize performance. Lighting contributes to the physical

comfort of the employees promoting a sense of well being, safety and alertness. Lighting

control is becoming increasingly important to offer flexibility and energy management. In

the changing world, energy efficiency and conservation and green lighting concepts are

becoming popular and getting adapted faster. Philips has innovated many state-of-the-art

products that support energy efficiency and minimize the impact on the environment.

Offices differ from one another in terms of structure and organisation and so do

the requirements of lighting. Office lighting requirements differs between an open plan

concept, closed room approach, meeting halls, lobbies, utilities, etc. Lighting control is

becoming increasingly important to offer flexibility and energy management

SHOP LIGHTINING

Every shop has a different image to convey and different products to sell. Each

aspect of a shop should be carefully designed with its clientele in mind. Shops also carry

their own identity. Lighting supports a shop in its identity, shows off the shop's

merchandise to its best advantage, serving as a true magnet, drawing customers into the

shop and persuading them to buy. Philips Lighting offers many ways to attract customers,

inspire them to enter the shop, provide visual comfort and draw them towards the

products to buy.

Lighting also guides and orientates people within a shop, directing their attention

to a visual interest, highlighting details and workmanship and quality of materials, and



finally stimulating the customer to make a purchase. Good and effective Lighting for

shops can only be designed based on the type of shop and its profile and desired image.

HOME LIGHTINING

Whether you are building a new home or redecorating, one of the most

overlooked elements of design but with very good scope to make an impact is lighting.

The light in your home can be peaceful and comfortable, romantic and intimate, or

cheerful and festive. Light can turn strangers away and welcome friends inside. Your

options for lighting each room are as varied as the colors of paint and textures of carpet

you've selected. Each choice sets a different mood, casts a distinct shadow and emits a

certain glow. If you're highlighting a piece of artwork, lighting a bathroom mirror, or

shedding light on your favorite novel, light can add to the functionality and beauty of

every room. Let's take a room by room look at some tips that will better help you furnish

your home with light.

HOSPITALITY LIGHTINING

A hotel is often chosen based on its image, comfort, facilities, location, star rating,

cost etc. A hotel offers its guests a broad spectrum of lodging experiences. Every area of

the hotel is carefully designed with its image and clientele in mind. Lighting plays a vital

role in hotels due to its vast offering. Lighting enhances identity and image of a hotel.

Lighting not only provides comfort and safety to customers but also used to guide and

orientate people, highlighting details and enhancing functional aspects, and finally

impressing the customer to stay and/or come back

Starting from the external decorative lighting which stresses the location of the

hotel or the catchy signs which grab the attention of a roadside driver, up to the classic

lounge all shining or the economic check-in counter, the exclusive international cuisine



or the simple fast food in the coffee house. The list expands to the perfect gymnasium,

recreational and business facilities, etc., and so does the variety of lighting requirements.

SPORTS LIGHTINING

Sports lighting concerns not only large stadiums but also the thousands of local

recreation facilities in our communities. It is more than just floodlighting. It is about how

we use light to create appropriate environments, both for televised and recreational

activity. There are innumerable varieties of sports, viz. summer and winter, indoor and

outdoor, day and night, etc.

The level and type of sports defines the role of lighting, recreational, amateur or

professional levels each demanding specific lighting criteria. Lighting criteria that

ensures good lighting in sports facilities are Horizontal & vertical luminance, lighting

uniformity, Glare restriction, Modeling & shadows, Colour appearance and colour

rendering. The various segments of sports are summarized into a few, due to their

common lighting criteria

PETROL STATIONS

Petrol station lighting is lighting for both within the forecourts of the station and its

close surroundings. Service, the key competitive selling point for petrol stations simply

refers to the conditions and ambience in and around the station should meet the following

primary criteria

1. The customer feels at ease and comfortable when helping himself to whatever fuel

he/she needs and when patronising the shop within the station

2. The customer has been enticed to revisit the station or a similar station of the

same brand.



Segments

The various functional parameters of a petrol station and their purposes are

different from each other. While the purpose of road sign and approach lighting is to

draw the attention and provide information in regard to brand etc., the lighting under the

canopy should focus on providing the visual performance and comfort and so is the

lighting for the other areas. The different areas within a petrol station that need different

lighting treatments are

Signs and approach

Entrance and exit roads

Under-canopy lighting

Shop/store lighting

Whether you are building a new home or redecorating, one of the most

overlooked elements of design but with very good scope to make an impact is lighting.

The light in your home can be peaceful and comfortable, romantic and intimate, or

cheerful and festive. Light can turn strangers away and welcome friends inside. Your

options for lighting each room are as varied as the colors of paint and textures of carpet

you've selected. Each choice sets a different mood, casts a distinct shadow and emits a

certain glow. If you're highlighting a piece of artwork, lighting a bathroom mirror, or

shedding light on your favorite novel, light can add to the functionality and beauty of

every room. Let's take a room by room look at some tips that will better help you furnish

your home with light.

AUTOMOTIVE



Automotive lighting helps drivers and pedestrians to see clearly while on the road.

Philips Lighting solutions for automotives are designed principally to promote road

safety and driver comfort. Along with headlights, our product range includes lighting

solutions for brake lights, turn signals, parking lights, and dashboards as well as an array

of interior lights.Whether you are driving in broad daylight, at night or under extreme

weather conditions, there is always an automotive lighting solution that will best suit your

needs.

THEIRSTRATEGY

Increase profitability through re-allocation of capital towards opportunities

offering higher returns

Leverage the Philips brand and our core competencies in healthcare, lifestyle and

technology to grow in selected categories and geographies

Build partnerships with key customers, both in the business-to-business and

business-to-consumer areas

Continue to invest in maintaining world-class R&D and leverage our strong

intellectual property portfolio

Strengthen our leadership competencies

Drive productivity through business transformation and operational excellence




RESEARCH STUDY

NEED FOR STUDY

The study is primarily to understand the organization and how organization is

working .How the organization structure made and also understands the various strategies

followed by the company to get the attention of middle level customers in the lighting

business. This study helps by collecting the information and putting forth suggestions to

help the company.

TITLE OF THE STUDY:

Organization study with reference to buying behavior of middle level consumers.

OBJECTIVES OF THE STUDY:

To identify the customer decision-making process in the middle sector.

To identify decreasing level of sales.

To know the actual competitors.

To know its place in Bangalore market.

To know the new strategies to be adopted.

SCOPE OF THE STUDY:

A research study on customer buying behavior includes the following behavioral

perspectives regarding preferences, likes &brand buying etc which are purely qualitative

in nature and the scope does not cover the qualitative information on order to ignore the

standard error.



RESEARCH METHODOLOGY:

TYPES OF REARCH:

DESCRIPTIVE RESEARCH BY SURVEY METHOD

This area of research is undoubtedly the best-known field in market research. It

involves the process of obtaining data through questionnaires. It is possible to identify the

three broad types of marketing study.

ESTABLISHING FACTS:

These are designed to establish patterns of behavior. The information generated is

hard and gives quantified statistics on usage, behavior etc. typical questions could be:

What made you buy it?

Which brand you choose?

How do you buy it?

How much you can spend for lightings?

By employing this method it is also possible to establish, size of the market, which

could be overall by brand, by segment, sales outlets and can find details.

FINDING OPTIONS:

Designed to discover attitudes, beliefs and awareness. It is soft data but can

provide information to help in framing an advertising copy or suggest for new product

development. A typical question could be can you describe the willingness of the lighting

product in various countries.



INTERPRETING ACTIONS OR OPTIONS

Here the researchers are trying to establish the motivation behind the beliefs and actions.

BENEFITS

It provides information on a wide population.

It can fill a wide range of information needed.

It is relatively efficient and flexible

DEMERITS

Bias

Lack of understanding and misconceptions

Misinformation

Non response

DATA TYPE:

PRIMARY DATA

Primary research includes the following

QUALITATIVE RESEARCH

In the qualitative research, the information gathered is generally impossible to

justify statistically but conveys feelings or insights. Results are usually based on small

examples. It can provide crucial information’s, which can be explored further to

qualitative work.

Qualitative information is used to

Clarify issues prior to quantitative studies



Identify possible new product development

Generate hypothesis

Analyze retailer behavior

Establish an emotional reason why a brand is preferred.

QUANTITATIVE RESEARCH:

This is statistically based and better known currency of market research. It examines

how much, who, where and when. It uses the techniques of sampling; questionnaire and

computer based data processing to produce valid qualitative estimates. This method is

more time consuming than quantitative work, but is important if the problem has

quantitative aspect. It is used to

Establish the rate of use of product or service.

Support decisions with a quantitative aspect.

Indicate preferences, for example, to establish brand share.

Help reducing bias.

Increase response rate.

SECONDARY DATA



This data is termed as reference data. It is obtained from company reports,

magazines and libraries.

SAMPLE DESIGN

Area samples of 150 builders were selected from different areas within Bangalore

city. The survey is carried from the high potential, medium and low potential areas are

identified from the opinion of personal manager.

No. Of samples 150

Sampling unit Bangalore City

RESEARCH INSTRUMENT

1.QUESTIONNARIE:

AN QUESTIONNARIE WAS FRAMED COSISTING OF

RECORDS:

The questionnaire is an important tool in the market research. It can provide information

on the following:

Facts

Opinions

Motives

Behaviors

Questionnaires are used for several purposes and reasons. They are

To collect the record data

To compare data



To ask questions in the same to eliminate bias. A great deal work can be put into the

background of research project. This can be tested if the questionnaires are not right. This

following characteristic makes a questionnaire good.

Understandable and ambiguous

Focused and relevant to the problem

Simple for both interviews and processes

TYPES OF QUESTIONS

There are two types of questions

Open ended question

Closed ended question

The questionnaire designed is of closed end type

CLOSE ENDED TYPE

There offer the respondent the choice of answer and may be simple (yes / no)

questions or multiple choice. The multiple choices take care of the choice of the answer.

Closed questions also include the use of scales. Scales are used to measure qualitative

attitudes to a product or service. The most commonly used scales are

THE LIKERT SCALE

The respondent is given a statement and how much they agree or disagree. The

answer is recorded on a fire point scale and the result can be combined to give an average

score.

SEMANTIC DIFFERENTIAL SCALE

This is useful in establishing the perceive image of a product, price or services.

Respondents are asked to describe the object of within two opposite words or phases.



IMPORTANCE SCALE

This is used to describe product features along the scale of importance. It is useful

for assessing the changes on prices of products.

VERBAL FREQUENCY

The respondent may unable to give precise information on how often they act or

behave in a certain way.

LIMAITATIONS

Though the study is purely based on primary data few.

The study is restricted for a period of two months and it is confined to Bangalore

city only.



The survey was conducted by meeting respondents personally, which may be

subjective to individual bias.

The sample size is so small compared to the population and the study will limit to

its findings.

Since non-probability sampling is employed the research findings might not be

accurately relevant to the population.

1.which company products you used already?

S.NO OPINION NO OF RESPNDENTS

PERCENTAGE OF RESPONDENTS

1 Philips 99 66%2 Wipro 15 10%3 Surya 9 6%4 Osram 5 3%5 Others 22 15%

TOTAL 150 100%



INTERPRETATION

From the table 66% of the people were used Philips products, 10% of the people

used Wipro, 6% of the people used Surya, 3% are used Osram and 15% of the people

were used other local company products.

INFERENCE

Most of the people were used Philips products. All the other companies were

having fewer shares in the market earlier.

2.which company products you are using now?

S.NO OPINION

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 PHILIPS 42 28%

2 WIPRO 30 20%

3 SURYA 9 6%

4 OSRAM 57 38%



5 OTHERS 12 8%

TOTAL 150 100%

INTERPRETATION

From the table 28% of the people are using Philips products, 20% of the people are

using Wipro, 6% of the people are using Surya, 38% are using Osram and 8% of the

people are using other local company products.

INFERENCE



Most of the people who used Philips products they left using because of bad

service. Osram getting improve ment because its price is low&more warranty

3.If earlier is different than this why you changed?

S.NO OPINION NO OF

RESPONDENTS

PERSENT OF

RESPONDENTS

1 High price 56 37%



2 Bad

performance 37 25%

3 Bad service 35 23%

4 Not changed 22 15%

TOTAL 150

INTERPRETATION

37% of the people changed their mind because of highprice,25% of the people

because of bad performance,23% of the people because of bad service and 15% of the

people not changed.

INFERENCE

Most of the people give more preference to least cost products.

4. Are you satisfied with your product now? (Yes/no)

S.no Opinion No of respondents Percentage of respondents

1 Yes 141 94%

2 No 9 6%

Total 150 100%



INTERPRETATION

94% of the people are satisfied with their present product and 6% of the people are

not satisfied.

INFERENCE

Most of the people are satisfied with their present product.

5.If u gets a chance to buy lighting products in future which brand you will prefer?

S.No Opinion No of respondents Percentage of respondents

1 Philips 55 37%

2 Wipro 30 20%

3 Surya 5 3%

4 Osram 40 27%

5 Others 20 13%



Total 150 100%

INTERPRETATION

From the table 37% of the people were used Philips products, 20% of the people

used Wipro, 3% of the people used Surya, 27% are used Osram and 13% of the people

were used other local company products

INFERENCE

Most people prefer the brand Philips.

6.Have you ever used Philips products?

S.NO OPINION NO OF RESPONDENTS PERCENT OF RESPONDENTS

1 YES 134 89%

2 NO 16 11%

TOTAL 150 100%

INTERPRETATION



89% of the total people are used Philips products.11% are not yet.

INFERENCE

Most of the people know about Philips.

7.How do you know about Philips?

S.NO OPINION NO OF

RESPONDENTS

PERCENT OF

RESPONDENTS

1 ADS 96 64%

2 FRIENDS 32 21%

3 ELECTRICIANS 16 11%

4 OTHERS 6 4%

TOTAL 150 100%

INTERPRETATION



64% of the people know about Philips through ads, 21% of them through friends, 11% of

them through electricians and 4% of them through others.

INFERENCE

Most of them know through ads. To improve businesses invest on ads.

8.How would you rate the performance of Philips?

S.NO OPINION NO OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 SATISFIED 53 35%

2 NOTGOOD 45 30%

3 NOANSWER 52 35%

TOTAL 150 100%

INTERPRETATION



35% of the people are satisfied with the Philips products, 30% of them saying no-

good, and 35% of them no response.

INFERENCE

Overall Philips products are not able to satisfy consumer needs.

9.What motivated you to buy the produce?

S.NO OPINION NO OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 PRICE 39 26%

2 PERFORMANCE 63 42%

3 SERVICE 25 17%

4 BRANDIMAGE 23 15%

TOTAL 150 100%

INTERPRETATION

26% of the people giving preference to price, 42% of them for good performance,

17% of them for service, 15% of them for brand image.



INFERENCE

Most of the people are bothering about performance of the product. They least

bother about brand image.

CONCLUSIONS FROM ANALYSIS

From the above analysis the following conclusion can be drawn

Most of the people use Philips products. All the other companies were having

fewer shares in the lighting market sector earlier.

Most of the people are habituated towards local companies products. That why

Philips is loosing its share in the market.

Features that the consumer wants in lighting industry are performance & service.



The service of Osram rated the best in my research. They are giving 4 years

warranty for a tube.

Philips is loosing its strength in middle segments consumer market because of bad

service.

People looking for power saving lighting equipments with least cost.

Most of the people are comparing their present product with the new arrivals.

Most of the people know about Philips lighting products they were using, they are

using and they will use it.

Majority of the people knows Philips through ADVERTISEMENT. And quality.

Performance of Philips rated poor in my survey. Sales executives do not

responded towards the consumer proposals as required.

Most of the people seek for getting discount

All local companies are able to satisfy the needs of the consumer but Philips

failed in this scenario.



But the brand name Philips has not changed and is as same as before.


1.which company products you used already?

A. Philips B.Wipro C.Surya D.Osram E.Others

2.which company products you are using now?


3.If earlier is different than why have you changed?

A. High price B.High performance C.Bad service D. Not changed

4. Are you satisfied with your product now? (Yes/no)

Yes No

5.If u gets a chance to buy lighting products in future which brand you will prefer?




6.Have you ever used Philips products? (Yes/no)

Yes No

7.How do you know about Philips?

A. Ads B.Friends C.Electricals E.Others

8.How would you rate the performance of Philips?

A. Satisfied B.Notgood C.No Answer

9.What motivated you to buy the produce?

A. Price B.Performance C.Service D.Brandimage

10.personal details:

Name:

Address:

Respondent Researcher ( ) ( )


a project report on survey on customer satisfaction of philips lightings

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