after sales service of videocon

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PROJECT REPORT ON

AFTER SALES SERVICES OF VIDEOCON COMPANY

UNIVERSITY OF MUMBAI

FOR ACADEMIC YEAR 2010-2011

PROJECT GUIDE

PROF VIJAY KAPOOR

PREPARED AND SUBMITTED BY

JAYESH J. SUTHAR

T.Y.BMS (SEMESTER–V)

K.P.B HINDUJA COLLEGE OF COMMERCE

Char! R"a#

1



ACKNO$LEDGEMENT

I, the undersigned wu!d here"# !i$e t th%n$ &Uni'ersit# Mu"%i* r gi'ing e %n

++rtunit# t +resent # s$i!!s in the r this +re-t whi-h wi!! nt n!# +r'e t "e

useu! r # %-%dei- +ri!e "ut wi!! %!s +r'e t "e ruitu! r # r %tt%ining "s

%nd %!s wi!! he!+ e t %-e the -+etitin in the -r+r%te !e'e!s.

I wu!d %!s !i$e t th%n$ &Assist%nt Pr. Vi%# $%+r* r %ssisting %nd guiding e in

e'er# +ssi"!e w%# she -u!d h%'e t +re+%re this +re-t r e!se -+etitin this

+re-t wu!d nt "e +ssi"!e.

I wu!d %!s !i$e t &.P.B /indu% 0!!ege 0er-e* r tie!# %'%i!%"i!it#

"$s %nd use internet whi-h h%'e %n i+rt%nt in+ut int -+!etin this +re-t.

1%st!#, I wu!d %!s !i$e t th%n$ # +%rents r +r'iding %!! ne-ess%r# unds whi-h

were re2uired this +re-t.

2



DECLARATION

T,

The Prin-i+%!,

.P.B /indu% 0!!ege 0er-e,

345, New 0h%rni R%d,

Mu"%i 677776.

Res+e-ted Sir,

I, the undersigned here"# de-!%re th%t the +re-t re+rt entit!ed &A8TER

SA1ES SERVI0ES 98 VIDE909N 09MPANY* is %n rigin%! wr$ de'e!+ed %nd

su"itted "# e under the guid%n-e Mrs Vi%# %+r.

The e+iri-%! indings in this re+rt %re -+ied r %n# re+rt %nd %re true %nd "est

# $nw!edge.

DATE:

P1A0E:

R911 N9:

SEAT N9:

;;;;;;;;;;;;;;;;

Sign%ture Student

<AYES/ < .SUT/AR

3



INDE%

CHAPTER NO&- TOPIC PAGE-NO

1' INTRODUCTION TO

AFTER SALES

SERVICES

(-)

2' OBJECTIVES OF THE

STUDY

*-11

+' STUDY OF THE

INDUSTRY

12-1+

,' INTRODUCTION TO

VIDEOCON COMPANY

1,-22

' VISION MISSION 2+-2

/' CORPORATE

GOVERANCE

FOLLO$ED BY THE

COMPANY

2/-2*

(' S$OT ANALAYSIS +0-+2

)' CUSTOMER

SATISFACTION

++-+(

*' AFTER SALES

SERVICES OF

VIDEOCON COMPANY

+)-,0

10' RESEARCH

METHODOLOGY

,1-,*

11' FINDINGS 0-1

12' RECOMMENDATIONS 2-,

1+' CONCLUSION -/

1,' BIBILOGRAPHY (-)

5



6



CHAPTER NO-1

INTRODUCTION TO AFTER SALES SERVICES

INTRODUCTION TO AFTER SALES SERVICES

E'er# "usiness rg%ni%tin th%t -es int -nt%-t with the -uster de'e!+s %

+er-e+tin in the ind the -uster. Td%#, in this 0+etiti'e wr!d e'er#

rg%ni%tin needs t $nw the +er-e+tin in the ind the -usters. In rder t g%in

7



ind sh%re r he%rt sh%re -usters %!ng with the %r$et sh%re is the %in !$ut

r the rg%ni%tins. Es+e-i%!!# in -nsuer e!e-trni-s se-tr, where the

Prdu-ts %re re r !ess s%e, the n!# w%# t !e%'e +siti'e i+%-t9n -usters ind %nd t g%in -+etiti'e %d'%nt%ge is +r'iding

Best +ssi"!e ser'i-es t the -usters. Ater s%!es ser'i-e shu!d "e %n integr%!

+%rt %n# -+%nies s%!es str%teg#. A gd Ater S%!es ser'i-e -%n with its e@-e!!en-ehe!+ #u g%in %r$et sh%re, redu-e %ter>s%!es re!%ted 'erhe%ds n +rdu-ts %nd ser'i-es

s!d %nd st i+rt%nt %!! $e# t -uster retentin. Mst -usters wi!! nt %$e %

re+e%t +ur-h%se r -ntinue with % -+%n#s ser'i-es in -%se % "%d e@+erien-e.

M%n# -+%nies underesti%te the +tenti%! Ater S%!es h%s r gi'ing #u % -+etiti'e

%d'%nt%ge. 0usters e@+e-t % high>2u%!it# -uster ser'i-e, es+e-i%!!# %s the# -us n

getting gd '%!ue r their ne# %nd %re wi!!ing t s+end re with thse th%t de!i'er

the "est.

A--rding t Aeri-%n E@+ress 0uster Ser'i-e B%reter &"u#ing de-isins C +er

-ent -nsuers %re in!uen-ed "# -n'enien-e %nd 7 +er -ent the %tt%-h

i+rt%n-e t '%!ue>r>ne# +r+sitins, %!st 7 -nsuers %$e their

+ur-h%ses "%sed n the 2u%!it# %ter s%!es -uster ser'i-e.*

8



CHAPTER NO-2

OBJECTIVE OF STUDY

OBJECTIVES OF STUDY

9



The +rin-i+%! -%use "ehind this +re-t is t $nw th%t t wh%t !e'e! -usters %re

en#ing %nd %w%re Vide-n +rdu-ts ered "# the -+%n# %nd wh%t urther

i+r'eent -%n "e dne in uture in this %re% s %s t get "r%nd %w%reness.

O34!5&

T h%'e %n 'er'iew Vide-n

T $nw the re+ut%tin Vide-n +rdu-t in the %r$et

/w the -nsuer +reeren-e tw%rd the "r%nd Vide-n

The %in "e-ti'e hw t in-re%se the re+ut%tin Vide-n "r%nd in the

%r$et

T underst%nd its -+etitin in "usiness

/w Vide-n wi!! -re%te % gd i%ge in the %r$et

T underst%nd the 6+s used "# Vide-n in "usiness

T stud# the %ttitude %nd "eh%'iur tw%rd the Vide-n -+%n#

10



T -%!-u!%te the s%tis%-tin !e'e! %ng the -uster tw%rd the Vide-n

-+%n#

T -+%re +st Vide-n +st s%!es ser'i-es with ther -+%nies

T +r'ides suggestin r i+r'ing the Vide-n +st s%!es ser'i-es

11



CHAPTER NO-+

STUDY OF THE INDUSTRY

12



INDUSTRY SCENARIO

Bere the !i"er%!i%tin the Indi%n e-n#, n!# % ew -+%nies !i$ee!'in%tr, ?dre, A!!w#n, %nd V!t%s were the %r +!%#ers in the -nsuer

dur%"!es %r$et, %--unting r n !ess th%n 7 the %r$et. Then, %ter the

!i"er%!i%tin, reign +!%#ers !i$e 1?, Sn#, S%sung, Fhir!+!, D%ew, Aiw%

-%e int the +i-ture. Td%#, these +!%#ers -ntr! the %r sh%re the -nsuerdur%"!es %r$et

0nsuer dur%"!es %r$et is e@+e-ted t grw %t 47>45 in =77G>=77C. It is grwing

'er# %st "e-%use rise in !i'ing st%nd%rds, e%s# %--ess t -nsuer in%n-e, %nd wider%nge -hi-e, %s %n# reign +!%#ers %re entering in the %r$et 0nsuer dur%"!es

%re the +rdu-ts whse !ie e@+e-t%n-# is %t !e%st 3 #e%rs. These +rdu-ts %re h%rd gdsth%t -%nnt "e used u+ %t n-e

C"678r #7ra96 S34"r 3a 39a66!:!# a6 :"99";6&-

1. C"678r E934r"!36 !397#6 V0DHDVD, he the%tre, usi- +!%#ers,-!ur te!e'isins (0TVs), -%er%s, -%-rders, +rt%"!e %udi, /i>8i, et-

2. $h!4 G""#6 in-!ude dishw%shers, %ir -nditiners, w%ter he%ters, w%shing

%-hines, reriger%trs, '%-uu -!e%ners, $it-hen %++!i%n-es, nn>$it-hen%++!i%n-es i-rw%'es, "ui!t>in %++!i%n-es, tu"!e dr#er, +ersn%! -%re +rdu-ts,

et-

3. M"79## L7<<a< in-!udes +!%sti-s

,. C9"3=6 a# $a43h6

. M"!9 Ph"6

13



CHAPTER NO-,

INTRODUCTION TO VIDEOCON COMPANY

14



Br!: Pr":!9

A %n ide%s, %n su"st%n-e, %n 'isin. Shri N%n%!%! Dt, the under the

Vide-n gru+, -+!eted his edu-%tin in Ah%dn%g%r, Pune in M%h%r%shtr% Indi%. A

su--essu! sug%r-%ne %nd -ttn grwer .he "!d!# 'entured rth %nd i+rted

%-hiner# r Eur+e setting u+ the ?%ng%+ur Sh%$$%r %r$h%n% (Sug%r i!!) in 45

%t the tie when the 'i!!%ge h%d n e!e-tri-it#, there "# un!e%shing %n industri%!

re'!utin.

The die w%s -%st. 9'er the #e%rs, N%nd%!%i +ineered s+irit und e@+ressin in the

#ri%d w%#s, e%rning hi the we!!>deser'ed re+ut%tin the industri%! %-ti'ities

M%h%r%thw%d%, Indi%.

In e%r!# C7s N%nd%!%! initi%ted his three sns – Venug+%!, R%$u%r %nd Pr%dee+ int

the "usiness. Thrugh % te-hni-%! tie> u+ with Tshi"% 0r+r%tin <%+%n, he !%un-hed

Indi%s irst wr!d -!%ss -!ur Te!Se'isin, Vide-n Td%#, Vide-n 1td. Is %huseh!ds n%e %-rss the n%tin – Indi%n N 4 "r%nd -nsuer e!e-trni-s %nd

he %++!i%n-es, trusted "# %!! 'er 57 i!!in +e+!e t i+r'e their 2u%!it# !ie

C"r>"ra4 O5r5!;

The Vide-n 1td. is -itted t -re%te % "etter 2u%!it# +e+!e %nd urthering the

interest s-ieties "# "eing % res+nsi"!e -r+r%te -itien.

Cra4!< ha>>!66

Fe wi!! "ring the h%++iness int e'er# he, ering high 2u%!it# -nsuers dur%"!es %t

%rd%"!e +ri-e s+re%ding the -u!ture -n'enien-e, entert%inent %nd -+rt, %r %nd

wide.

A3h!5!< Pr"<r66.

Fe wi!! +ursue the inn'%ti'e te-hn!gies in the ie!d energ# %nd e!e-trni-s, -re%te

+rdu-ts %nd ser'i-es th%t wi!! i+r'e the 2u%!it# !ie re%!ie the g%!s the wr!d

-unit# %nd +rte-t the en'irnent.

S764a!!< <r";4h

Fe wi!! "e % sur-e +ride t ur "usiness %ss-i%tes "# ensuring utu%! +rs+erit# %nd

grwth the i+!eent%tin rw%rd –!$ing -r+r%te str%tegies, %ied %t identi#ing

the ++rtunities %nd res+nding inte!!igent!# t the d#n%i- -h%nge

15



Pr76!< ?3993

Fe wi!! +r'ide % -!!e-ti'e en'irnent r en%"!ing ur e+!#ees t de'e!+ their

+tenti%! %nds %$es %s signii-%nt -ntri"utin t the ?ru+s su--ess.

In 4C5, thugh % te-hni-%! tie> u+ with Tshi"% 0r+r%tin <%+%n, Vide-nintern%tin%! !iited !%un-hed Indi%s irst wr!d>-!%ss -!r te!e'isin. Td%#, Vide-n

Intern%tin%! !iited, the !%g shi+ -+%n# the Vide-n ?ru+, is Indi%s !e%ding

%nu%-turer the -nsuer dur%"!es e!e-trni-s +rdu-ts. 8ired "# the +%ssin r the

inn'%tin, Vide-n h%s $e+t +%-e with the -h%nging %-e te-hn!g#, -nst%nt!#

u+gr%ding its %nu%-turing %-i!ities t in-r+r%te %d'%n-e te-hn!g# %nd high

st%nd%rds 2u%!it# int its +rdu-t r%nge, right %-rss the s+e-tru.

T3h"9"<@ ;!4h a Har4

0itted t gi'ing the -uster the "est the wr!d h%s t er, Vide-n h%s

de'e!+ed ne%r er w%st%ge te-hn!g#, whi-h he!+s redu-e the %nu%-turing -ist "#

+tiiing %teri%! in+uts. 0u+!ed with 2u%!it# -ns-iusness %t e'er# st%ge the

-uster "eneits enrus!# "# getting the +reiu +rdu-t %t the %rd%"!e +ri-e.

The -+%n# -urrent!# %nu%-tures 0!ur Te!e'isins, "!%-$ %nd Fhite Te!e'isins

Audi %++!i%n-es !i$e usi- s#stes, s+e%$ers, w%shing %-hines et-. .At its dern

+!%nt %t 0iteg%n %nd Aur%ng%"%d, the -+%n# h%s %!s undert%$en -+!ete "%-$w%rd

integr%tin t %nu%-tures %!! the -riti-%! i+rt%nt -+nents its +rdu-t, su-h %s

E!e-trni- Tuners, 8BTs , ATDMs %nd De!e-tin #$es , there "# redu-ing the -st ,

ensuring 2u%!it# -ntr! %nd "e-ing 'erti-%!!# integr%ted. It h%s set u+ % unit %t

?%ndhin%g%r in ?u%r%t r %nu%-turing B!%-$ %nd Fhite Te!e'isins +i-tures tu"es.

Th S"7# ": E?3993.

Vide-n +rdu-ts %re % s+histi-%ted r%nge /e Audi S#stes, Stere R%di,

Re-rders %nd +ersnne! Steres, %s we!! the -nte+r%r# intern%tin%! r%nge

enwd digit%! /i>8i S#stes.

F!r64 ;!4h 4h 64.

0ntinuus u+ gr%d%tin %nd indigenus %nu%-turing h%s "een %nd -ntinues t "e the

integr%! +%rt the -+%n#s s +hi!s+h#. Per-ei'ed %s %n inn'%tr in its ie!d,Vide-n h%s nt-hed u+ %n# e@-iting irsts, "# e@+!ring the wr!ds %d'%n-e

te-hn!gies. In -!ur te!e'isins. Vide-n is the irst -+%n# t intrdu-e Pi-ture –in

– Pi-ture, Tur" sund, surrund sund, !%rger s-reen sie, the u!! !%ts s2u%re tu"es,

B%$% te-hn!g# %nd the reed series: %rd%"!e high 2u%!it# r%nge the +rdu-ts

-!ur Te!e'isins r the +ri-e -ns-ius -usters.

16



G9"a9 A8!4!".

1$ing "e#nd Indi%, Vide-n is nw % g!"%! +!%#er, %-$nw!edged "# the wr!d .it is

the irst Indi%n -+%n# t win the +restigius 0E %++r'%! e e@+rting its te!e'isins

in Eur+e. Vide-n is nw entering the wr!d %r$et with its +er%tins in the Midd!e

E%st, Eur+e, Indnesi%, %nd Suth Ari-%.

Vide-n N%r%d% ?!%ss (VN?): % di'isin Vide-n intern%tin%! ?ru+ !td. h%s the

distin-tin h%'ing set u+ Indi%s irst +!%nt r the %nu%-turing the ?!%ss She!!s

r 0!ur te!e'isin Pi-ture tu"es, in te-hni-%! -!!%"r%tin with Te-hneg!%s In-., USA

(r %in!# $nwn %s 9I>NE? TV Prdu-ts In-., USA) wr!d !e%der in %nu%-turingthe g!%ss She!!s Te-hn!g#. The +re-ts in47, when the then +rie Minister Indi%,

!%te Shri R%i' ?%ndhi, 1%id the und%tin stne r the +re-t. The Vide-n gru+,

with the "e-ti'es "%-$w%rd integr%tin, ined h%nds with ?u%r%t N%r%d% V%!!e#8erti!iers 1td., (?N80) r the i+!eent%tin its 477, i+rt su"stitutin +re-t

the !%rgest in'estent 657 -rres in the e!e-trni- -+nent industr# in Indi%. The P!%nt

with the inst%!!ed %nnu%! -%+%-it# 4.G i!!in g%s she!!s r the -!ur +i-ture tu"es %nd7,=5 i!!in g%s tu"e "u!"s r "!%-$ %nd white -!ur te!e'isins, %nd Mn-hre

Mnitr Tu"es, is !-%ted %t the Vi!!%ge 0h%'%i, Distri-t Bh%ru-h, ?u%r%t

Th h!<h46 ": 673366.

Vide-n gru+ h%s se re%r$%"!e %-hie'eents t its -redit, st%rting with the

su--essu! %"sr+tin s+histi-%ted te-hn!g# r Te-hneg!%s In-.,USA . The 0!r

te!e'isin g!%ss she!!s %nu%-tured "# Vide-n %re with +%r with the intern%tin%!

st%nd%rds %nd the +i-ture tu"e %de with VN? g!%ss h%s %!re%d# re-ei'ed VDE %++r'%!.

The %-i!ities in-!ude % st%te>>the>%rt t! R %nd Mu!d Sh+ t %nu%-ture %nd

%int%in its u!d re2uireent. /%'ing su--essu!!# est%"!ished its =7 VIDE909N,

4V, =3V 0!r te!e'isins g!%ss +%rts, Vide-n h%s nw de'e!+ed the =7V =R the

!%test de!s.

A P!347r Pr:34 F747r.&-

Ti!! 46 Indi%n %nu%-tures the -!r te!e'isin +i-ture tu"es were i+r'ing their

g!%ss she!!s. Vide-n gru+ h%s re+!%-ed these i+rts, there"# s%'ing %!st =77

0rres +re'ius reign E@-h%nge e'er# #e%r.

Vide-n gru+ h%s nw sur+%ssed the nrs +err%n-e gu%r%ntee "# the-!!%"r%tr, Te-hneg!%s In-r+r%tin, USA %nd its +er%tin the +!%nt with 457

-%+%-it# uti!i%tin> with ei-ien-ies e@-eeding intern%tin%! st%nd%rds. Fhere ie!ds

sug%r-%ne grw t%!! %nd +rud. Fhere "ushes -ttn "ud "!. Fhere turist>%us

-%'es A%nt% %nd E!!r%.

Fhere Indi%s N.4 0uster e!e-trni-s %nd he A++!i%n-es t%$e sh%+e, T t%$e

Mi!!in Int % "etter, "righter uture. This is M%r%thw%d%, Indi% where the Dt %i!#

17



!%un-hed Vide-n Intern%tin%! 1iited 4C6, with the %'id +ur+se +rdu-ing

wr!d>-!%ss -!r te!e'isins thrugh the te-hni-%! tie>u+ with Tshi"% -r+r%tin

<%+%n. Fithin % de-%de, Vide-n eerged %s te!e'isin %nd -ntinues t din%te this

high!# -+etiti'e %r$et.

The !e%der inn'%tes. The !e%der rges %he%d. The !e%der "r%$es new grund. /%rnessingthe %d'%n-e te-hn!g#, re!ent!ess!# +ursuing 2u%!it# t %-hie'e '%rius intern%tin%!

st%nd%rds u%!it# -ntr!, "r%$ing thrugh tie %nd %g%in, with inn'%ti'e +rdu-ts

r % "etter !ie.

Pr":!9 O: La#r6h!>.

8uturisti- neurns u# !gi- w%shing %-hines, User –8rid!e#>n>rst reriger%tr. The

'er# !%test usi- s#ste. the st s+histi-%ted 0!r te!e'isin %nd V0Rs. /igh te-$

%ir -nditiners, Vide-n td%# is % u!ti>%-i!it%ted gru+ with nine st%tes the %rt

%nu%-turing %-i!ities %!! 'er Indi% high!# 2u%!iied engineers tr%ined in <%+%n "%-$ed

"# J577 te-hni-%! %nd su++rt st%, wr$ tgether i+sed unisn t +rdu-e Indi%s

!e%ding "r%n-h -nsuer e!e-trni- +rdu-ts %nd he %++!i%n-es .

La#r6h!> Thr"7<h P">9.

Vide-n !%#s gr%te e+h%sis n the tr%ining %nd de'e!+ent its wr$ r-e

+r'iding e'er# ++rtunities r grwth %nd %d'%n-eent in-!uding tr%ining stints

'erse%s .

Fr"8 E934r"!36 T" Er<@- Th Har4 O: Na4!"

45 w%s % !%nd%r$ r Vide-n . it -!e%r!# rered its !e%dershi+ in -!r

te!e'isins , B!%-$ %nd Fhite TVs ,V0Rs %nd V0Ps w%shing %-hines %s we!! %s N>

8rst Reriger%trs ,then Vide-n "eg%n t re%-h ut t the -re. T industries %t the

he%rt# n%tin +etr!eu,+wer,-nstru-tin %nd husuing,!e%ding Indi% int the uture

with -niden-e ,with deterin%tin ,with % -itent t e@-e!!en-e , ruted in the

+ineering the 'isin the +%th "re%$er.

18



MAJOR ACHIEVEMENTS OF VIDEOCON INDUSTRIES

LTD &

• The !%rgest +%ne! +rdu-tin %-i!it# in the wr!d under ne r +r'iding 'er#

high e-nies s-%!e

• 9ne the wr!dKs !%rgest %nd st res+e-ted 0RT g!%ss %nu%-turers

•

8iring the !%rgest urn%-e its $ind in the wr!d with % t%n$ sie 3377 s2 t

• 9ne the ew -+%nies in the wr!d t -n'ert s%nd t TV

• ne the !%rgest %nd st %-$nw!edged 0PT %nu%-turer in the wr!d

• M%nu%-tured Indi%Ks irst rust>ree F%shing M%-hine

The Vide-n gru+ eerges %s % USD =.5 Bi!!in g!"%! -ng!er%te -ntinuing t settrends in e'er# s+here its %-ti'ities r % -neren-e r sied %sse"!# !ine in

4G

T"#a@ 4h <r"7> ">ra46 4hr"7<h , =@ 634"r6&

1. C"678r #7ra92. Th"86" CPT

+. CRT <9a66

,. O!9 a# <a6

C"678r E934r"!36 H"8 A>>9!a36 C"8>r66"r 8a7:a347r!< ! I#!a

Fe en# % +re>einent +sitin in ters s%!es %nd -uster s%tis%-tin in %n#

19



ur -nsuer +rdu-ts !i$e 0!ur Te!e'isins, F%shing M%-hines, Air

0nditiners, Reriger%trs, Mi-rw%'e 'ens %nd %n# ther he %++!i%n-es,

se!!ing the thrugh % Mu!ti>Br%nd str%teg# with the !%rgest s%!es %nd ser'i-enetwr$ in Indi%. 9ur -+ressr %nu%-turing te-hn!g# in B%ng%!re urther

su++rts reriger%tr %nu%-turing

D!6>9a@ !#764r@ a# !46 3"8>"46

Fith the Thsn %-2uisitin Vide-n h%s eerged %s ne the !%rgest 0!ur Pi-ture

tu"e %nu%-turers in the wr!d +er%ting in Me@i-, It%!#, P!%nd %nd 0hin% -ntinuingt !e%d thrugh new inn'%ti'e te-hn!gies !i$e s!i 0PT, e@tr% s!i 0PT %nd

/igh Deinitin 4J: r%t 0PT

C"9"7r P!347r T7 G9a66

Vide-n is ne the !%rgest 0PT ?!%ss %nu%-turers in the wr!d with % high!e'e! e@+erien-e %nd te-hni-%! e@+ertise +er%ting thrugh P!%nd %nd Indi%.

Vide-n wi!! !e'er%ge n this s#nerg# %ter the Thsn %-2uisitin t intern%!!# sur-e

g!%ss r its 0PT %nu%-turing in-re%sing ei-ien-ies %nd !wering -sts.

O!9 a# Ga6

An i+rt%nt %sset r the gru+ is its R%''% i! ie!d with ne the !west

+er%ting -sts in the wr!d +rdu-ing 57,777 "%rre!s i! +er d%#. The gru+ h%s%"itius +!%ns r e@+%nsin in this

20



HISTORY

•

COLOUR B.$ TV

• $ASHING MACHINE

• HOME ENTERTAIMENT SYSTEM

• ELECTRIC MOTORS

• AC

• REFRIGERATORS

• COOLERS

• GLASS SHELLS FOR CRT

• KITCHEN APLLAINCES

• CRUDE OIL

• COMPRESSOR

22



• COMPRESSOR MOTORS

CHAPTER NO-

VISION MISSION

23



V!6!" M!66!"

V!#"3"6 8!66!"& a r:934!" ": 3"4!7!4@ a# 3ha<

Vide-ns issin e@+ressin h%s "een -r%ted t en'e!+e "th e@t%nt %nd

eerging re%!ities

T" #9!<h4 a# #9!5r @"# ?>34a4!" 4hr"7<h !<!"76 64ra4<@

!4r>!# 4r>r7r6h!> !8>r"5# 43h"9"<@ !"5a4!5 >r"#7346 !6!<h4:79

8ar=4!< a# !6>!r# 4h!=!< a"74 4h :747r. A "re%$dwn the st%teent

%"'e re'e%!s % Le%ns %nd end %++r%-h, where the end is %rti-u!%ted %t the "eginning

with the e%ns !in$ed t it

T" #9!<h4 a# #9!5r @"# ?>34a4!"& 4h #

This segent nt n!# under!ines the i+rt%n-e the u!ti%te g%! > -uster

s%tis%-tin (Lde!ight) %nd u!ti%te t%rget > the -uster, "ut %!s interedi%te

+r-esses %nd +rin-i+%!s, whi-h h%'e -ntri"uted t "ui!ding % r"ust, de+end%"!eVide-n '%!ue -h%in (Lde!i'er). As % resu!t its -us n de'e!+ing !#%!

-usters %nd re!i%"!e %ss-i%tes, Vide-n is %"!e t e@-eed e@+e-t%tins

Thr"7<h !<!"76 64ra4<@& 4h 8a6

In the -utthr%t wr!d td%#, it is n!# "# t%$ing re-urse t %d'%n-e +!%nning %nd

str%teg# th%t % "usiness -%n h+e t sur'i'e. A!thugh te@t"$ str%teg# h%s its uses,re+rdu-ing it in 'er"%ti r the re%! wr!d wu!d "e !ish "e-%use the %"sen-e

te@t"$ -nditins. Thus, there is % need r % "unded r%tin%!it#, s+nt%neit# %nd

i+r'is%tin th%t is !e@i"!e enugh r s-en%ris "th i%gin%"!e %nd

uni%gin%"!e. Vide-ns ingenius %neu'res %re %-tu%!!# !e@i>str%teg# th%t

%"str%-ts r shiting grund -nditins %nd de-ides g%e +!%ns, r seties-h%nges the ru!es the g%e

I4r>!# 4r>r7r6h!>& 4h 8a6

An enter+rise with the dds st%-$ed %g%inst it %$es gre%t "usiness sense. This is

"e-%use higher the "st%-!es, !wer the nu"er +!%#ers !i$e!# t "e %-ti'e in th%t ie!d> thus, et-hing e@tr%rdin%r# returns. The n!# re2uireent is % "!d %nd -nident

%ttitude wi!!ing t "r%'e the dds. Vide-ns r%# int i! %nd g%s is % "!d %nd

24



intre+id ende%'ur th%t %rises r iense %ith n the sureted -+eten-e

the -+%n#s in>huse %n%geri%! t%!ent

I8>r"5# 43h"9"<@ 4h 8a6

Te-hn!g# is n re % +reiu in+ut it h%s "e-e the "%re iniu in re-ent #e%rs.

R%+id %d'%n-es h%'e n!# ue!!ed this +henenn. Vide-n is e@tree!# 'igi!%ntin shunting ut d%ted te-hn!g# %nd re+!%-ing it with the "est>in>-!%ss ers the ties

I"5a4!5 >r"#7346 4h 8a6

Prdu-t de'e!+ent, inn'%tin %nd -ustis%tin %re the t!s Vide-n uses t st%#

%he%d the -+etitin. This is "e-%use % -ntinuus stre% inn'%ti'e

+rdu-ts e@-ites the %r$et %nd enh%n-es "r%nd re-%!!. A str%teg# th%t Vide-n

"%n$s n % !t, es+e-i%!!# n the desti- rnt

I6!<h4:79 8ar=4!< 4h 8a6

The %r$et sh%re "%tt!e s-ene h%s !ng shited r te-hn!g# %nd +r-esses t the

+s#-he the -uster. This e%ns th%t thse with dee+er insights int the e!usi'e ind the "u#er %re !i$e!# t din%te. Vide-n is reinr-ing %r$eting strengths t re%d

"etter the +u!se the %r$et %nd he!+ -re%te +rdu-ts th%t %+ +ere-t!# int -uster +reeren-es

I6>!r# 4h!=!< a"74 4h :747r. 4h 8a6

The uture is un+redi-t%"!e, "ut nt ding %n#thing %"ut it is r%ught with gr%'e ris$.Vide-n e@tr%+!%tes uture trends n the "%sis -urrent -h%nges in te-hn!g# %nd

+reeren-es %s we!! %s sheer gut ee!.

25



CHAPTER NO-/

CORPORATE GOVERNANCE FOLLO$ED BY THE

COMPANY

26



C"8>a@6 Ph!9"6">h@ " C"# ": G"5ra3

The -+%n#Ks +hi!s+h# n -r+r%te g'ern%n-e enshrines the g%! %-hie'ing the

highest !e'e!s tr%ns+%ren-#, %--unt%"i!it# %nd e2uit# in %!! s+heres its+er%tins %nd in %!! its de%!ing with the sh%reh!ders, e+!#ees, the g'ernent

%nd ther +%rties. The -+%n# "e!ie'es in the +hi!s+h# n -de -r+r%te

g'ern%n-e, whi-h +r'ides % stru-ture "# whi-h the rights %nd res+nsi"i!it#

dierent -nstituents, su-h %s the "%rd, e+!#ees %nd sh%reh!ders %re -%r'ed ut In-%rr#ing ut this, it is ensured th%t the -+%n#Ks "e-ti'es %re we!! deined %nd

+err%n-e %g%inst thse "e-ti'es %re %de2u%te!# e%sured %nd nitred 0r+r%te

g'ern%n-e is -nsidered %s %n i+rt%nt t! r sh%reh!ders rte-tin %nd%@ii%tin their !ng >ter '%!ues. The -%rdin%! +rin-i+%! su-h %s %--unt%"i!it#,

res+nsi"i!it#, tr%ns+%ren-# %nd %ir dis-!sure ser'e %s the e%ns r %-hie'ing this

R DThe -+%n# gi'es utst i+rt%n-e t the R O D %-ti'ities, whi-h %re -%rried ut, %t

in>huse R O D -enter. The -+%n# -%rries n new inn'%tins in +rdu-t

de'e!+ent, -st redu-tin, 2u%!it# i+r'eent, +r-ess i+!eent%tins, +r-ess-ntr!s

27



F747r P9a6

T strengthen %nd %int%in O its !e%dershi+ st%tus, the Vide-n gru+ h%s -!e%r!#

-h%rted ut its -urse r the uture. Aggressi'e de'e!+ent is in u!! swing %t the R O D0entres t "ring ut st%te>>the>%rt te-hn!gies in-!uding True 8!%t, S!i, E@tr% S!i,

P!%s% O 10Ds, %t the e%r!iest. 0st r%tin%!i%tin +r-esses > %re in '%rius st%ges >in-!uding r%tin%!iing %-tries in Eur+e, in-re%sing %ut%tin %nd i+r'eent

ei-ien-# in 0hin%, %--essing !%ss she!!s r Indi% r intern%tin%! 0PT %-i!ities %nd %

!t re > %rein '%rius st%ges i+!eent%tin. Intern%tin%!!# %!! e@isting -!ient re!%tinshi+s %re

"eing strengthened. The -st -+etiti'eness %nd in-re%se in -%+%-it# in Me@i- %nd

P!!%nd h%s +ened u+ "ig

++rtunities in the 9EM "usiness. 1%st "ut nt the !e%st, in the desti- %r$et-ns!id%tin with u!ti+!e "r%nds +%'es the w%# r %n un%ss%i!%"!e !e%d in the %r$et.

In the 9i! O ?%s "usiness, h%'ing %!! the "%si- +er%tr -%+%"i!ities % +rs+e-tingentit#, the gru+ is !$ing t %dd re e@+!r%tins %nd +rdu-tin de+th %s %!s i! "e%ring %ssets. The gru+ wi!! %!s get int g%s distri"utin in Indi% siginii-%nt!#.

B"ar# O: D!r34"r6

Mr. Venug+%! N DhtMr. Pr%dee+$u%r N Dht

Mr. 0 Sri'%st%'%

Mr. u!dee+ u%r Dr%"uMr. S%t#%+%! T%!w%r

Mr. S P%d%n%"h%n

M%. ?en. S 0 N <%t%r

Mr. Arun 1 Bngirw%r Mr. Didier Trutt (Ninee > Thsn S.A)

Mr. <h%n ? 8%nt (Ninee > AB E!e-tr!u@ (Pu"!) )

Mr. B R%'indr%n%th (Ninee > IDBI 1iited)Mr. A%# S%r% (Ninee > I0I0I B%n$ 1iited)

28



ORGANIATION STRUCTURE CHART OF THE COMPANY

29



CHAPTER NO-(S$OT ANALYSIS

30



S$OT Aa9@6!6

S4r<4h6

4. Vide-n h%s !%rgest distri"uted -%+%-it# %nu%-turing "%se %-rss Indi% with 4G

8%-i!ities %nd +!%nt in -hin%, P!%nd, it%!!#, Me@i-.=. M%nu%-turing -%+%-it# is 4, 67777 units.

3. Vide-n h%s % netwr$ 677 +!us ser'i-e %nd C5 "i!e ser'i-e '%ns t gi'e "etter

ser'i-e t their -usters.

6. Tie u+ with the M%tsushit% e!e-tri- -+%n# <%+%n %dd t the gdwi!! Vide-n5. 0usters %re %w%re %"ut Vide-ns +rdu-ts.

J. 0+%n# h%s gd "r%nd n%e.G. Strng "%-$w%rd integr%tinC. Vide-n h%s !%rgest distri"utin %nu%-turing "%sed %-rss in Indi%.

. 1%rge "r%nd "%s$et

47. Mu!ti "r%nd str%teg#44. 3rd !%rgest +i-ture tu"e %nu%-ture in Indi%

4=. 0he%+ +ri-e.

43. ?!"%!!# %--e+t%n-e.

$a=666

4. 1ess in'estent n %d'ertiseent Vide-n0TV

=. 8ewer %rgins t the distri"utrHde%!er.3. Fe%$ +rtin%! str%teg# 0TV.

6. N +r+er %++r%-h t%rget -uster.

5.Fide interest un!ess Ee-ti'e!# %n%gedJ.0RT te-hn!g# is !sing ++u!%rit#.

G.1ess -us n un-n'entin%! -h%nne!."r%nd "%s$et, whi-h ight !e%d t -n!i-t

C. Nt +r'iding gd ser'i-e.

.N e@-!usi'e shw rs

31



O>>"r47!4!6

4. Vide-n t%$es 'er the E!e-tr!u@.=. Vide-n "u# Thsn -!r +i-ture tu"e %nu%-turing +!%nt.

3. Vide-n intern%tin%! is ging g!"%!.

6. Vide-n e@+!ring wh!e new segent5. During the -!i%te <%i+ur "e-es htter d%# "# d%# %nd -!ers d Nt u!!#

s%tis# the -usters re2uireent. This +r'ides % gre%t 9++rtunit# r %-

%nu%-turers.J. ?rwing sei ur"%n %r$et.

G. Industr# is in in-re%sing +h%se.

C. Pri-e h%s -e dwn nw re %nd re +e+!e %re ging r it.

. Due t in%n-i%! %-i!ities e'en the ediu segent is ging r it.47. Pur-h%sing +wer +e+!e is in-re%sing d%# "# d%#. M'ing int new %ttr%-ti'e

%r$et segents.

44. 8-used n un-n'entin%! -h%nne!s.

4=. Mergers int 'enture str%tegi- %!!i%n-es.

Thra46

4. Entr%n-e g!"%! -+etitr !i$e -hin%.

=. Br%nd !#%!t# is re 1? Other -+%n#.

3. M%r$et -nditin !i$e s!u+s in %r$et.

6. A new -+etitr in #ur he %r$et.5. 0+etitr h%s % new inn'%ti'e su"stitute +rdu-t r ser'i-e.

J. In-re%sed tr%de "%rrier.

G. Br%nd re+ut%tin is nt gd.C.0+etitin in g!"%! 0PT %r$et es+e-i%!!# r integr%ted +!%#ers su-h %s

1?Phi!!i+s, S%sung, %nd M%tsushit% is intense

32



CHAPTER NO-)

CUSTOMER SATISFACTION

33



CUSTOMER SATISFACTION

The wrd s%tis%-tin -es r the 1%tin wrd &s%tis* (Enugh) %nd %-tin (t d r

%$e). These wrds suggest the true e%ning S%tis%-tin, whi-h is u!i!!ent.

M%n%geri%!!#, u!i!!ent usu%!!# tr%ns!%te t s!'ing +r"!e %nd s%tis# the -uster is

nt enugh t +rdu-e high !e'e! -uster !#%!t#, "usiness needs t 'e "e#nd

re s%tis%-tin, t -uster de!ight.

Th P7r>"6 O: 4h B76!66&

Peter 8. Dru-$er -nsidered t "e ne the !e%ding %n%geent gurus in the wr!d, "e!ie'es th%t the +ur+se "usiness t re!%te %nd the ret%in the s%tisied -uster.

A!thugh the ir h%s t %$e the ne#, Dru-$er %rgues th%t %$ing ne# is %

ne-essit# %nd des nt % +ur+se. It is in %-t, the end resu!t % desir%"!e ut -e

-re%ting s%tisied -uster. Thedre 1e'itt, h% /%rw%rd Business +ressr, wh

e@+!%ins "# %n %n%!g# with hu%n "eings, e@+ress sii!%r sentient H %!! hu%n h%'e t

e%t t sur'i'e, "ut e%ting is nt>their +ur+se. 8urther re %$ing ne# des nt

+r'ide % !egiti%te re%sn r s-iet# %nd t su++rt the ne#%$ing enter+rise. A

s-iet# su++rts "usinesses %s the# sur'e# its e"er "# -%tering t their needs t !e%'e

the s%tis#. Diss%tis#ing enugh -uster %nd nt n!# wi!! these s+e-ii- -uster

st+ "u#ing r the ir, "ut the s-iet# %t !%rge wi!! -nden the ir %nd %# e'en

+%ne!ied it – t the +int its e@tin-tin. In re+se t su-h ess%ges, - +%rt the

-r+r%te issin %nd uti!ies %n underst%nding the -uster "eh%'ir %s in+ut t %!!

its %r$eting +!%ns %nd de-isin.

C7rr4 Mar=4 S3ar!"

34



The Indi%n -uster %r$et is underging the tr%nsr%tin>$ee+ing trend with

intern%tin%! %r$et the +resent trend is used %s under:

• Indi%n %r$et is '%!ue r ne# dri'en

•

A high!# -+etiti'e %r$et

• /igh +tenti%! in the rur%! %r$et

• The -!e%r e-n# r%nge is eerging rur%! %nd +ri-e -ns-ius -uster

• The %r$et is din%ted "# Indi%n -+%nies %nd MN0s %re !!wing

suite

• Te-hn!g# is the $e# dri'er

•

A!! +!%#ers "e!ie'e in ering s+s t -uster t w the

• Pri-e w%r ,s-hee,dis-unt %nd tr%de !%ding %re the %r$et %ntr%

• /uge sur+!us %ter eeting desti- %nd e@+rt re2uireent

C7rr4 3"8>4!4!5 63ar!":

During the +%st si@ #e%rs, the %r$et r the -uster e!e-trni-s grws %t %n %'er%ge

r%te == in -!r te!e'isin 45 in reriger%tr.the MN0s !i$e s%su%ng,1?,%nd

P%n%sni- et-.enter the Indi%n %r$et with wide s+e-tru.e'en %ter the +rene-es the

!e%ding intern%tin%! "r%nd in the -nsuer e!e-trni- %r$et it is din%ted "#Vide-n ,BP1,nid% et-. The -urrent %r$et sh%re the t+ i'e "r%nds in -!ur

te!e'isin is %s under

0+%n# %r$et sh%re

Vide-n 47.5

BP1 4C.G

9nid% 44.

Phi!i+s 6.7

S%sung G.

35



The str%tegies %d+ted "# the -urrent %r +!%#ers is %s under

Vide-n:>&"ring he the !e%der*

S%tis#ing the -uster needs %-rss the +rdu-t !ine %nd segent "ut under

dierent "r%nds Tshi"% is %t the t+ end, Vide-n %nd S%sung %t the idd!e segent%nd A$%i r the !west.

Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing %-hines, Reriger%trs,

nitrs %nd it-hen %++!i%n-es.

BP1: >& Be!ie'e in the "est*

0urrent "r%nd !e%der ering di'ersiied +rdu-t -%tering t '%rius segent

under ne u"re!!% "r%nd !e'er%ging its -uni-%ting r the di'ersiied +rdu-t %s

reinr-eent +rdu-t 2u%!it# -niden-e %ng the -uster.

Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing %-hines,

Reriger%trs, nitrs %nd i-r w%'e 'ens.

1?: > &Digit%!!# #urs*

1? is %n re%n -+%n# !!wing the site in Indi%

Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing %-hines, Reriger%trs,

nitrs %nd i-r w%'e 'ens.

S%sung: > & -h%!!enge the !iit*

De-ide the u"re!!% "r%n "# the re%n gi%nt is ering -uster +r"%"i!it#

s-hee.

Prdu-ts: 0!r %nd B!%-$ %nd white te!e'isins, %udi, w%shing %-hines,

Reriger%trs, nitrs %nd i-rw%'e, -%er%s, V0Ds DVDs,MP3 et-.

36



E%ISTING MARKETING STRATEGY OF VIDEOCON TARGET MARKET&

Vide-n Industries is e#eing % grwth 35>67 in ters '%!ue r the ne@t is-%!

=747>44. It +!%ns t %-hie'e the desired grwth "# intrdu-ing new +rdu-t !ines,

'%rius ers %nd re'%+ing its ser'i-e -enters %-rss =7 -ities. As the -nsuer gets-ns-ius %"ut s+ending ne# with the g!"%! e!tdwn, %t +resent the de%nd is high

r id segent +rdu-t !ine >u+.

The -us r Vide-n ?ru+ is rur%! %r$ets %nd %r grwth is ging t -e rthese %r$ets, whi-h %re grwing %t 'er ==. The gru+ h%s re-gnied high M%r$et

Ptenti%! V%!ue (MPV) %nd M%r$et Intensit# Inde@ (MII) !-%tins with +tenti%! %nd

uture +rs+e-ts t strengthen the "usiness +er%tins %nd s+re%d -nsuer re%-h

MAJOR SEGMENT&-

M%r segents %re "%si-%!!# thse +e+!e wh +!%n t %$e % new he %nd +!%nningt %rr#. There %re s %n# +e+!e wh t%$e e!e-trni- +rdu-t within 5 #e%r %nd thse

+e+!e wh t%$e J >G #e%r. S, their "%si- segents %re thse +e+!e wh t%$e this

e!e-trni- +rdu-t. The "%si- segent n Rur%! %nd Sei Ur"%n %re% where %n# +e+!e!i$e t "u# the e!e-trni- +rdu-t.

FACTOR AFFECTING SALES&-

There %re %n# %-trs, whi-h %e-ts the s%!es Vide-n. T n%e % ew:

4. Per -%+it% in-e

=. 0+etitrs

3. 8esti'%! tie (!i$e diw%!i, wedding tie)

37



CHAPTER NO-*

AFTER SALES SERVICES OF VIDEOCON

38



A:4r Sa96 Sr5!36 ": V!#"3"

Vide-n ser'i-es issin is t su++rt the 'isin the -+%n# "e-ing the st-uster – riented -+%n# in the -untr# "# "ui!ding the +r%-ti'e ser'i-e

rg%ni%tin th%t -ntinu%!!# str"e t -re%te -uster s%tis%-tin "# intern%!iing the

"est +r%-ti-es -uster re!%tinshi+ %n%geent

Vide-n in'ested J,577 %n>d%#s %nd Rs =.J i!!in t tr%in the e+!#ees. Td%#,Vide-n h%s =C7 e@e-uti'e %uthried ser'i-e -enter 6C ser'i-e -enter, (=C dire-t

"r%n-hes %nd =7 su+er'isr# "r%n-hed) 5 -%!! -enters. Vide-n ser'i-es e+!#ees

dire-t!# thrugh e@-!usi'e r%n-hise netwr$ %++r@i%te!# =577 rnt !ine e@e-uti'e r%ttending r the -uster re2uireent.

A Ver# gd %nd 2ui-$ s%!es ser'i-e nt n!# s%tis# the -uster h%'ing high

e@+e-t%tins "ut %!s +r'ide hi % ee!ing s%tis%-tin %nd thus ensures his !#%!t#

tw%rds the "r%nd. 8r thus, Vide-n ust +r'ide % sund %-i!it# %nd %-u!t# r

te-hni-%! tr%ining r the de%!ers t tr%in their ser'i-e +ersnne!. These tr%ining -entersust "e setu+ %t "r%n-h !e'e!s t %-i!it%te e%siness in +r'iding tr%ining.

Present!#, de%!ers %re nt wi!!ing t stre e'en the essenti%! s+%re +%rts "e-%use the# dnt

get %n# +rit n his in'estent r s+%re +%rts. S, "# -nsidering s+%re +%rts %s % +rdu-t %nd gi'ing %rgins n th%t, 4h 64"ra< ": 6>ar >ar46 -%n "e ustiied t

de%!ers. Thugh, the %ter s%!es ser'i-e is % "%-$u+ s#ste r -usters %nd this +!i-#

39



-%n -re%te su-h % situ%tin wherein de%!ers wi!! re+!%-e unne-ess%r# +%rts r in-re%sing

+rits. But these %-ti'ities -%n "e restri-ted "# designing % -ntr! s#ste r it.

Se-nd!#, Vide-n ser'es with the "est %'%i!%"!e 2u%!it# +rdu-t, whi-h re2uires !e%st%inten%n-e s this wnt -re%te het# +r"!es. Mre'er the A.0. users %re !e%st

"thered %"ut the -h%rges in-urred in ser'i-ing r%ther he is re -n-erned with his-rt%"i!it#.

A#5a3# 4""96 !i$e digit%! tng tester, digit%! thereter, et-. shu!d "e +r'ided tthe utst%nding de%!ers.

A+%rt r %!! these things, de%!ers ust "e +r'ided with % we!!>deined -%t%!gue r

the 2ui-$ %nd +r+er identii-%tin s+%re +%rts.

C"8>ara4!5 647#@ ": a:4r Sa96 Sr5!36

40

0

2

4

6

8

10

12

14

16

LG Voltas Videocon Samsung Hitachi Others

After Sales Service (%)

and others as sho$n !elo$



CHAPTER 1O

RESEARCH METHODOLGY

41



RESEARCH METHODOLOGY

The stud# r the rese%r-h is r the -uster "eh%'iur reg%rding +st s%!es ser'i-es

%!! the +rdu-ts with s+e-i%! -n-ern t Vide-n 1td.

RESEARCH DESIGN:

The rese%r-h w%s % stud# -usters "eh%'iur n +st s%!es ser'i-es %!! the "r%nds

with % s+e-i%! reeren-e t Vide-n 1td. % det%i!ed rese%r-h w%s -ndu-ted s %s t

-!!e-t un"i%sed inr%tin -uster were nt t!d th%t the sur'e# is "eing -ndu-ted

r Vide-n.

F"r 3"#734!< 4h r6ar3h 5ar!"76 6"7r36 ;r 76# 4" a5a!9 4h #a4a ;r a6

:"99";6& -

SOURCES:

The %in sur-e d%t% -%n "e -%tegried int the !!wing tw w%#s:

4. Se-nd%r# D%t%.

Se-nd%r# D%t%: Se-nd%r# sur-e h%s "een used r -!!e-ting the d%t%.

This sur-e in-!udes: > ?r%+hi-%! %nd St%tisti-%! d%t% %'%i!%"!e r Authrised de%!er Vide-n -+%n#.

42



S%+!e Are%: Mu"%i

St%tisti-%! t!: Pie -h%rts, "%r di%gr%s, histgr% et-. %re used in re+resent%tin d%t%.

A$ARENESS ABOUT VIDEOCON SAMSUNG LG BY CUSTOMERS

43



8r the %"'e +ie – -h%rts, it is -!e%r th%t st the -usters (J=) Vide-n

-%e t $nw %"ut Vide-n thrugh TV %d'ertiseent %s -+%re t -usters S%sung %nd 1?. As %r %s +rint edi% %d is -n-erned, n!# ew -usters -%e t

$nw %"ut Vide-n thrugh +rint edi% %d %s -+%re t -usters S%sung O

1?. But n -usters Vide-n -%e t $nw %"ut Vide-n thrugh h%rdings %nd "i!!"%rds, "ut ew -usters -%e t $nw %"ut S%sung O 1? thrugh h%rdings %nd

"i!!"%rds. /en-e, we -%n iner th%t Vide-n is ding +sitining thrugh TV

%d'ertiseents r%ther th%n thrugh +rint edi% %d %nd h%rdings %nd "i!!"%rds the#shu!d re -us n wrd t uth %r$eting "e-%use the# %re we%$ in this

$HY VIDEOCON SAMSUNG OR LG

8r the %"'e igures, it indi-%tes th%t +e+!e gi'e re +reeren-e t +ri-e %s -+%re

44



t ther %ttri"utes (1i$e Br%nd O u%!it#) whi!e "u#ing the Vide-n +rdu-ts we

"ser'e here th%t ser'i-e is nt gd %t Vi de - n /en-e, we -%n iner th%t 1? O

S%sung %re strng "r%nd %nd h%'ing re 2u%!it# th%n Vide-n A!s, 1? O S%sung +rdu-ts %re re e@+ensi'e th%n Vide-n

HO$ DO YOU FEEL AFTER USING THE VIDEOCON TV

• E@-e!!ent

• ?d

•8%ir

• Pr

There is 4 -uster wh nt s%tisies with +rdu-t %nd ee!s +r %"ut the t.'

45



0+%n# h%s t ind ut %!! the re%sn %nd shu!d wr$ n it.I -+%n# dnt %ttr%-t !d

-uster this wi!! "e-e % "ig thre%t r -+%n#

1& $h!3h ra# #" @"7 >r:r 4" 7@ ;h 934r"!3 <""#6 ar 3"3r#

(%) Vide-n >44

(") S%sung – ==

(-) 1? – =7

(d) Fhir!+! –

(e) BP1 – J

M%rit# the tt%! ++u!%tin thin$s %+%rt r the -+%nies !isted, the# gener%!!#

+reer S9NY %s % "r%nd when "u#ing e!e-trni- gds %re -n-erned, Vide-n is

third "est -hi-e r the -uster

2 Ar @"7 6a4!6:!# ;!4h 4h >r"#7346 ;h!3h ar 9a73h# @ V!#"3" L4#.

Yes > 477

N – 7

A!! the +e+!e %re s%tisied with the +rdu-ts Vide-n

+& D" @"7 a<r 4ha4 4h >r"#734 ": V!#"3" ar6 4h 9a464 43h"9"<@

>r"#7346

46



Yes – 5

N – 5

M%rit# the +e+!e thin$s th%t the +rdu-t Vide-n "e%rs the !%test

te-hn!g# +rdu-ts

,& Ar @"7r #a9r >r"5!#6 P"64 6a96 6r5!36

Yes – 477

N – 7

A!! the -+%n#s de%!ers +r'ide +st s%!es ser'i-es t their -usters

& Ar @"7 6a4!6:!# ;!4h 4h >"64 6a96 6r5!36 >r"5!## @ @"7r #a9r

Yes – 3J

N – J6

M%n# the -usters %re nt h%++# with the +st s%!es ser'i-es +r'ided with their

de%!ers

/& H"; >r"8>4 !6 @"7r >"64-6a96 6r5!3 a:4r 9"#<!< 4h 3"8>9a!46 4" 4h

3"8>a@

Pr+t – =7

A'er%ge – 3J

Pr – 66

Mre th%n ne third the -uster s%#s there is n +r+tness in s!'ing the

-+!%ints. The# h%d t "e -h%sed nw %nd then r i@ing the +r"!e.

(& $h!3h C"8>a@ #" @"7 4h!= ha6 4h 64 a:4r 6a96 6r5!3 4;"r= ar66

": !46 #a9r6 6r5!3 34r6 ar"7# @"7r 9"3a9!4@'

(%)Vide-n – =7

(") BP1 – 47

(-) 1? > 4J

(d) S%sung – 67

(e) Fhir!+! – 46

47



67 the -uster s%#s S%sung h%'e the "est %ter s%!es netwr$ here Vide-n gr%"s

se-nd +!%-e.

)& $h!3h 3"8>a@ <!56 @"7 64 a:4r 6a96 6r5!36 Ra= " a 63a9 ": '

4 is E@-e!!ent= is s%tis%-tr#

3 is A'er%ge

6 is Pr

(%) Vide-n > 3C

(") S%sung – ==

(-) 1? – 4=

(d) Fhir!+! – 4J

(e) BP1 – 4=

Ater %ggreg%te -%!-u!%tin we see th%t Vide-n -es rw%rd %nd "e-es the

-+%n#, whi-h +r'ides "est %ter s%!es ser'i-e

*& $h!3h C"8>a@ >r"5!#6 @"7 4h 64 a:4r 6a96 ;arra4@

(i) Vide-n – 6

(ii) BP1 – G(iii) 1? – 4=

(i') S%sung – =3(') Fhir!+! –

Vide-n is -hsen "# st the +e+!e when %ter s%!es w%rr%nt# is -n-erned.

S%sung -es se-nd, !!wed "# 1?, Fhir!+! %nd BP1.

10& D"6 4h r>9a3 >ar46 ;"r= ::!3!49@

Yes – 477 N – 7

A!! the +e+!e s%# th%t the re+!%-e +%rts wr$ ei-ient!# %nd r%ther the# %!s

+r'ided the inr%tin th%t the re+!%-ed +%rt d h%'e se tie w%rr%nt# n it.

11& $ha4 !6 4h a44!47# ": 4h 3"8>9a!46 ha#9r 4";ar#6 @"7

(a) Sensiti'e – J

(b) Indierent – 6

M%rit# the +e+!e s%#s th%t %ttitude the -+!%ints h%nd!er tw%rds the isindierent

48



CHAPTER NO -11

FINDINGS OF THE SURVEY

50



FINDINGS

M%rit# the tt%! ++u!%tin +reer S9NY %s % "r%nd when "u#ing e!e-trni-

gds %re -n-erned %!! the +e+!e %re s%tisied with the +rdu-ts Vide-n.

M%rit# the +e+!e thin$s th%t the +rdu-t Vide-n "e%rs the !%test te-hn!g#

+rdu-ts.

A!! the -+%n#s de%!ers +r'ide +st s%!es ser'i-es t their -usters.

M%n# the -usters %re nt h%++# with the +st s%!es ser'i-es +r'ided with their

de%!ers Mre th%n ne third the -uster s%#s there is n +r+tness in s!'ing the

-+!%ints. The# h%d t "e -h%sed nw %nd then r i@ing the +r"!e.

67 the -uster s%#s S%sung h%'e the "est %ter s%!es netwr$ here Vide-n

gr%"s se-nd +!%-e.

Vide-n is the -+%n# th%t +r'ides "est %ter s%!es ser'i-es.

Mst the +e+!e thin$ th%t Vide-n is the -+%n# th%t +r'ides gd %ter s%!es

w%rr%nt#.

A!! the +e+!e s%# th%t the re+!%-e +%rts wr$ ei-ient!# %s gd %s the rigin%! +%rts.

M%rit# the +e+!e s%#s th%t %ttitude the -+!%ints h%nd!er tw%rds the is

indierent.

M%rit# the +e+!e s%tisied with the wr$%nshi+ +r'ided "# Vide-n, S%sung

gr%"s the se-nd +sitin.

51



1est +r"!e is %-ed r the S%sung ser'i-e +r'iders

S%sung Din%tes when the -%se +rdu-t re!i%"i!it# is -n-erned

CHAPTER NO-12

RECOMMENDATIONS

52



RECOMMENDATIONS

Pr!3 &

0TVH 10D. : The +ri-es %re !itt!e "it higher %s +er %s there %re se uni2ue e%tures "ut it

is 'er# dii-u!t t -+ete with huge gi%nts !i$e 1?, S%sung, V!t%s et-. %re und

tugher seties.

Sa96 Pr"8"4!"&-

Prtin S-hees:

In-enti'es t the -usters shu!d "e gi'en t %ttr%-t the, !i$e % ree git in the w%#

-redit -%rds, inter -%rds, e@e-uti'e w%t-hes e"ershi+ e@e-uti'e -!u"s, -%er%,

"i!e +hnes, et-. w%s +ur-h%se te!e'isin.

The unit wise in-enti'es -%n "e gi'en, !i$e wrth gits shu!d "e in-re%sed de+ending

u+n the in-re%se in the nu"er units +ur-h%sed. 8r e@%+!es, r +ur-h%se tw

%ir>-nditiners % +%ir R%# B%n Sun ?!%sses -%n "e gi'en, r three r re units, %

usi- s#ste -%n "e gi'en %nd !i$ewise ree reign turs n i'e te!e'isins r re.

/%ndse Dis-unt r ree git n % int +ur-h%se te!e'isin, %udis r reriger%trs

%!ng with % te!e'isin. -%n "e gi'en t the -usters. It wi!! he!+ the -+%n# t %$e

the -uster tt%!!# Vide-n +rdu-ts riented, thus +%'ing w%# r ther Vide-n +rdu-ts in th%t huse.

The e@isting %-tu%! !#%! -usters %re ti'%ted thrugh +rtin s-hees, !i$e i %n#

e@isting -uster he!+s in "ringing % de%nd te!e'isin, heHshe -%n "e %w%rded "# %

git te!e'isin, "eing % !u@ur# ser'i-e "%sed %nd -st!# +rdu-t, +e+!e gener%!!# dis-uss

with ther te!e'isin. users "ere "u#ing. Thus their in'!'eent in "u#ing % "r%nd %nd

53



the +rdu-t is 'er# high. This git wi!! "e !i$e i@ed dis-unt in r "u#ing %n#

Vide-n Prdu-t n-e in % #e%r.

Interde%!er -+etitins %re %!w%#s there, s there ust "e restri-tinsH+unishent r

nt t s%!e "e#nd the +int %nd "est de%!er %w%rd shu!d "e gi'en s it urther ti'%te

the de%!ers.

A#5r4!684&

E!e-trni- Medi% h%s % 'er# ee-ti'e re%-h in e%-h %nd e'er# +tenti%! huseh!d, "ut

Vide-n is nt using this edi%. Vide-n ust h%'e 'er# ee-ti'e %nd %ttr%-ti'e T.V.

%nd r%di %d'ertiseents, s th%t %!! the %i!# e"ers -%n "e %-2u%inted with the

s+e-i%! e%tures Vide-n A.0.s.

This is ne-ess%r# "e-%use the de-isin +ur-h%sing %n# high in'!'eent +rdu-t h%s

the +re +ur-h%se -nsent %!! the %i!# e"ers.

Print Medi% h%s % wides+re%d re%-h t the -usters %nd it %$es % gd i+%-t n the

when the# re%d %d'ertiseents in news+%+ers %nd %g%ines, s there ust "e re2uent

%d'ertiseents in %g%ines %nd !-%! news+%+ers n -r+r%te !e'e!.

0"ined Ads -nsisting n%es %nd %ddresses %!! the de%!ers M%h%r%shtr%

shu!d "e gi'en, "e-%use +e+!e s%!! twns h%'e % tenden-# t "u# the te!e'isin.

r "igger twns, in s+ite the e@isten-e de%!er in their wn twn.

The %d'ertiseents shu!d "e "igger sie %nd re %ttr%-ti'e with se uni2ue

e%tures. And %t !e%st ne -!ru! %d'ertiseent ust "e gi'en in the news+%+er in %

nth %t the tie se%sn.

C"4a34 B7!9#!< &

Vide-n ust %rr%nge tie!# get>tgether r "ui!ding -nt%-ts with higher i-i%!s

the -r+r%te %nd g'ernent, whi-h wi!! he!+ in de'e!+ing %nd strengthening their

"r%nd !#%!t# tw%rds Vide-n.

54



CHAPTER NO-1+

CONCLUSION

55



CONCLUSION

R9a4!< 4" C764"8r6 &

4. M%n# -usters d nt "e!ie'e th%t Vide-n is using the Rt%r# 0+ressr

su-h re+uted "r%nds !i$e M%tsushit%, Mitsu"ishi, /it%-hi O Tshi"% sin-e it is nt written

r +rinted n the -%rtn.

2. Fr73@ ": 6a96 64a:: Vide-n in Mu"%i -it# is 2uite s%tis%-tr# %s

-+%red t +re'ius #e%rs t get re %nd re %r$et shw r MN0s.

+. 7a9!4@ ": >r"#734 w%s %++re-i%ted n %n %'er%ge "# %rit# the -usters

%nd de%!ers its % gre%t i!e%ge %ng MN0s.

6. A'%i!%"i!it# Prdu-t is gd. S di'ersii-%tin -h%n-es %re neg!igi"!e.

. Pr!3!< 8!%t 0RT TVs is 2uite -+etiti'e "ut in -%se 10D TVs it is 'er#

gd "e-%use the -+etitr +ri-es %re 2uite higher.

J. Attr%-ti'eness S-hees is n %n %'er%ge in Vide-n r 0usters. N" A.C.

a#6 %re there in %g%ines %nd 'er# ew %re there in news+%+ers %t 1-%! r N%tin%!

!e'e!, %!thugh Vide-n Ads r ther +rdu-ts %re 'er# re2uent in N%tin%! r

Regin%! !e'e! +%+ers.

G. Denstr%tin O Prdu-t inr%tin %re n %n %'er%ge in Vide-n r

0usters. There %re 5r@ :; "r 3a 6a@ " h"ar#!<6 in Mu"%i 0it#, the %"sen-e

whi-h resu!ts in !ess ti'%tin in de%!ers t rise their %4=3 s%!e.

). E?!64!< >r"#734 ra< in Vide-n is 2uite gd s the 0usters h%'e % gd

s-+e -hi-e whi!e se!e-ting % +%rti-u!%r de! with !%test e%tures O %estheti-s.

56



. The s#ste A7a9 Ma!4a3 C"4ra34 AMC' is %'er%ge in Vide-n.

47. The -redit %-i!it# is %'er%ge in Vide-n.

Ater s%!es ser'i-e is und gd here s it in-re%ses "r%nd !#%!t#.

CHAPTERNO-1,

BIBLIOGRAPHY

57



BIBLIOGRAPHY

Phi!i+ t!er r M%r$eting M%n%geent

NIS Stud# M%teri%! r M%r$eting M%n%geent

NIS Stud# M%teri%! r M%r$eting Rese%r-h

www.'ide-n.-

www.#%h.-

www.gg!e.-.in

• www.s-ri"d.-

58

http://www.videocon.com/

http://www.yahoo.com/

http://www.google.co.in/

http://www.yahoo.com/

http://www.google.co.in/

http://www.videocon.com/

after sales service of videocon

Documents