akash internship project

8/13/2019 Akash Internship Project

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SUMMER INTERNSHIP PROJECT

ON

EFFECT OF CRM TO OVERALL

EFFICIENCY OF SUZLON

Submitted in partial fulfillment of the requirements

for S.Y MMS

(Insert course abbreviation)

(2013-2014)

SUBMITTED BY

Name: AKASH .R. PATEL

Roll No: MB3357201235

Batch: (2012-2014)

S A V Acharya Institute of Management Studies

Raigad- 400102


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Effect of CRM to Overall

Efficiency Of Suzlon


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S A V Acharya Institute of Management Studies

Shelu

Raigad- 400102

JULY 20-- - DECEMBER 20--/ MAYJUNE 200_

Students Declaration

I hereby declare that this report submitted in partial fulfillment of the requirement of the award

for the S Y MMS to S A V Acharya Institute of Management Studiesis my original work

and not submitted for award of any degree or diploma fellowship or for similar titles or prizes.

I further certify that I have no objection and grant the rights to S A V Acharya Institute of

Management Studies, to publish any chapter/ project if they deem fit in Journals/Magazines

and newspapers etc. without my permission.

Place : Mumbai

Date :

Name : AKASH RAJESH PATEL

Class : S.Y.MMS-SEM-III

Roll No. : (INPUT YOUR CORRECT ROLL NO.)


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Certificate

This is to certify that the dissertation submitted in partial fulfillment for the award of

S.Y MMS of S A V Acharya Institute of Management Studies is a result of the

bonafide research work carried out by Mr. AKASH RAJESH PATEL under my

supervision and guidance, no part of this report has been submitted for award of any

other degree, diploma, fellowship or other similar titles or prizes. The work has also not

been published in any Journals/Magazines.

Date Industry/NGO guide : _______________

Company : _______________

Place: Designation : _______________

Project guide : Prof.__________

Core Faculty

S A V A I M S


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Acknowledgement

I owe great many thanks to great many people who helped and supported me to

do the project. It was very good experience for me to work with Suzlon Energy PVT

LTD.It has been a great challenge but plenty of learning and opportunities to gain huge

knowledge.

I want to thanks Mr Nitin PatelSenior Manager for guiding me and giving

me a prominent opportunity to do the summer project at corporate level in Suzlon

Energy. I would like to thank my internal guide Prof. Sunita Gowdaunder his valuable

guidance I can complete my documentation of project.

I would also thank to my S.A.V Acharya Institute Of Management Studies

and my faculty members without whom this project would have been distant reality. I

also extend thank to my heartfelt thanks to my family and well wishers.


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Table of Contents

CHAPTERS CONTENTS PAGE NO

Chapter1 1.1 Executive Summary 9

Chapter2 2.1 Introduction to project 10

2.2 Introduction to the Industry 12

About Wind Energy 13

Trends in Renewable Energy 14

Wind Energy Program in India 16

Ten Major Wind Power Companies In The

World

18

2.3 Introduction to the Company 22

Organization Structure 24

Alliances & Acquisitions 26

Repower 26

Hansen Transmissions 27

Global Presence 27

Technology 27


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2.4 Objectives 30

2.5 Methodology 31

2.6 Limitations of the Report 35

Chapte3 3.1 Analysis & Findings 36

Insurance of Windmill 38

Marketing Strategy 45

Resource Mobilization Department 56

Chapter4 4.1 Conclusions 60

4.2 Recommendations 62

ANNEXURES A-1Wind Power Installed Capacity in India 17

A-2State-Wise Cumulative Wind Generation

Data in (MU)17

A-3Company Profile 23

A-4Policy For Maharashtra State 48

A-5Installed Capacity In Maharashtra State 49

A-6Policy For Gujrat State 50

A-7Installed Capacity In Gujrat State 51

B-1 Questionnaire 64

Bibliography 66


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Chapter 1


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1.1Executive Summary

Suzlon Energy Limited is the leader in Wind Energy in India from past 14 years. Also

Suzlon Energy is the only company in the Wind Energy sector to provide end-to-end solutions.

End-to-end solution includes providing all the activities from concept to evacuation. One of the

activities included in this is raising of Funds for the Project from Banks and other Financial

Institutions. Hence because of end-to-end solutions customers enjoy the benefit of Wind Energy

without any investment of man or money. For this purpose of raising funds Suzlon has

developed a dedicated department named as Resource Mobilization Department.

Previously banks were hesitant in funding wind power projects because of its low plant load

factor. It used to fund on the basis of profitability of existing activities. But the trend has

changed recently and now funding is done on basis of both existing as well as the new project

profitability. Hence a detail about project financials and expected profits has to be accounted

and given to banks or institutions. This report is called as Detailed Project Report. It includes all

the financial documents of new project activities as well as existing activities. Once the Detailed

Project Report is submitted it is evaluated by banks by putting evaluated by banks through

putting information thus obtained into Project Proposal Format.


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Chapter2

2.1 Introduction to Project


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CRM is the abbreviation for customer relationship management. It entails all aspects

of interaction that a company has with its customer, whether it is sales or service-

related. CRM is often thought of as a business strategy that enables businesses to:

Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs

How CRM is Used Today

While the phrase customer relationship managementis most commonly used to

describe a business-customer relationship, CRM systems are used in the same way to

manage business contacts, clients, contract wins and sales leads.

Customer relationship management solutions provide you with the customer business

data to help you provide services or products that your customers want, provide better

customer service, cross-sell and up sell more effectively, close deals, retain currentcustomers and understand who the customer is.

Technology and the Web has changed the way companies approach CRM strategies

because advances in technology have also changed consumer buying behavior and

offers new ways for companies to communicate with customers and collect data about

them. With each new advance in technology -- especially the proliferation of self-

service channels like the Web and Smartphones-- customer relationships is being

managed electronically.

Many aspects of CRM relies heavily on technology; however the strategies and

processes of a good CRM system will collect, manage and link information about the

customer with the goal of letting you market and sell services effect.


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2.2 Introduction to Industry


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ABOUND WIND ENERGY

Overview of Renewable Energy

All of us use fuel for innumerable reasons every single day of our lives. But as we

know, a lot of the sources for todays fuels such as gas, petrol, coal can not be

replenished or renewed.

Fossil fuels are nonrenewable, that is, they draw on finite resources that will eventually

dwindle, becoming too expensive or too environmentally damaging to retrieve. In

contrast, renewable energy resourcessuch as wind energyare constantly

replenished and sustainable.

Types of Renewable Energy:

Solar energy - can be used directly for heating and lighting Wind energy - captured in turbines to generate electricity Water energyhydropower Other types include biomass, tidal, hydrogen, geothermal, ocean energy etc

Wind Power Growth Drivers

Amongst all renewable energy sources, Wind Energy is most viable due to its

technological advances making it economically feasible and ideal for large scale power

production.

The staggering growth of the global wind energy markets are being driven by a number

of factors, including the wider context of energy supply and demand, the rising profile

of environmental issues, especially climate change, and the impressive improvements of

the technology itself.

Environmental Concerns

Science is clear that if we are to avoid the worst ravages of climate change, global

emissions need to start declining before 2020.The power sector is not the only culpritwhen it comes to climate change, but it is the largest source of emissions, accounting

for about 40% of CO2 and 25% of overall emissions. Wind energy is the only power

generation technology that will be able to make a substantial difference in CO2


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emissions in the crucial timeframe up to 2020. It is quick to install, and on track to

saving 10 billion tons of CO2 by 2020.

Security of Supply

Global demand for energy is increasing at a breathtaking pace, which will require

significant investment in new power generation capacity and grid infrastructure. Just as

energy demand continues to soar, supplies of fossil fuels are dwindling and prices are at

their most volatile position. Wind energy, however, is a massive indigenous power

source that is available virtually everywhere in the world. There are no fuel costs, no

geo-political risk and no supply import dependency.

Economic considerations

Wind energy makes sound economic sense. In contrast to other generation sources, theprice for the fuel needed over the total lifetime of a wind turbine is well known: it is

zero. This takes away a substantial part of the investors risk. At many sites, wind

power is already competitive with new-built conventional technologies and in some

cases it is much cheaper. When taking into account the price of carbon, wind power is

even more attractive. Job creation and regional economic development are also key

factors in economic considerations surrounding wind power.

TRENDS IN RENEWABLE ENERGY

The renewable energy demand is bound to boom when cost efficiency attains parity

with other competing energy sources. The following trends are a few examples by

which the renewable market is being aided to attain critical mass and compete against

fossil fuels:

Other than market forces, the renewable industry often needs government sponsorshipto help generate enough momentum in the market. Many countries and states have

implemented incentives like government tax subsidies, partial co-payment schemes

and various rebates over purchase of renewable to encourage consumers to shift to

renewable energy sources.

Governments have been granting funds for research in renewable technology to makeproduction cheaper and generation more efficient.


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Development of loan programs that stimulate renewable-favoring market forces withattractive return rates, buffer initial deployment costs and to entice consumers to

consider and purchase renewable technology. A famous example is the solar loan

program sponsored by UNEP helping 100,000 people finance solar power systems inIndia.

Success in India's solar program has led to similar projects in other parts of thedeveloping world such as Tunisia, Morocco, Indonesia and Mexico.

Oil and world petroleum crises and inflation are helping promote renewable. Most importantly, renewable is gaining credence among private investors as having the

potential to grow into the next big industry. Many companies and venture capitalists are

investing in photovoltaic development and manufacturing. This trend is particularly

visible in Silicon valley, California, Europe, Japan.Forecast: Wind Energy

Wind energy is the leading source of renewable electricity. It is fast becoming an

international business sector, spreading beyond its original markets in a few European

countries, India and the United States. The major manufacturers and project developers

now operate across all five continents.

Whilst the underlying motivation, is wind power being one of the leading carbon-free

generation technologies, there are also other economic bonuses. Even without its clean

credentials, wind power unaffected by fuel price rises presents an important

opportunity to diversify from potentially volatile sources.

The Global Wind Power Industry

Employs around 200,000 people Has an annual turnover of more than US$ 23 Billion Has been growing at an annual rate of more than 28% for the last 10 years Meet the electricity needs of more than 25 million households Is concentrated in Europe, which accounts for 65% of total capacity and most of the

major turbine

Over 100,000 wind turbines installed in 70 countries Over 74,000 MW of installed capacity


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WIND ENERGY PROGRAM IN INDIA

The Wind power program in India was initiated towards the end of the Sixth Plan, in

1983-84. A market-oriented strategy was adopted from inception, which has led to the

successful commercial development of the technology. The broad based National

program includes wind resource assessment activities; research and development

support; implementation of demonstration projects to create awareness and opening up

of new sites; involvement of utilities and industry; development of infrastructure

capability and capacity for manufacture, installation, operation and maintenance of

wind electric generators; and policy support. The program aims at catalyzing

commercialization of wind power generation in the country. The Wind Resources

Assessment Program is being implemented through the State Nodal Agencies, Field

Research Unit of Indian Institute of Tropical Meteorology (IITM-FRU) and Center for

Wind Energy Technology (C-WET).Wind in India are influenced by the strong south-

west summer monsoon, which starts in May-June, when cool, humid air moves towards

the land and the weaker north-east winter monsoon, which starts in October, when cool,

dry sir moves towards the ocean. During the period march to August, the winds are

uniformly strong over the whole Indian Peninsula, except the eastern peninsular coast.

Wind speeds during the period November to march are relatively weak, though higher

winds are available during a part of the period on the TamilNadu coastline. A notable

feature of the Indian program has been the interest among private investors/developers

in setting up of commercial wind power projects. The gross potential is 48,561 MW

(source C-wet) and a total of about 11,807.00 MW of commercial projects have been

established until March 31, 2010.

The break-up of projects implemented in prominent wind potential states (as on March

31, 2009) is as given below


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State-wise Wind Power Installed Capacity In India

State Gross Potential(MW) Total Capacity (MW) till31.03.09

Andhra Pradesh 8968 122.5

Gujarat 10,645 1566.5

Karnataka 11,531 1327.4

Kerala 1171 27.0

Madhya Pradesh 1019 212.8

Maharashtra 4584 1938.9

Orissa 255 -

Rajasthan 4858 738.4

West Bengal 1.1

Tamil Nadu 5530 4304.5

Others 3.2

Total (All India) 48,561 10242.3

A-1: Wind Power Installed Capacity in India

Wind power potential has been assessed assuming 1% of land availability for wind

farms requiring at 12 ha/MW in sites having wind power density in excess of 200

W/sq.m. at 50 m hub-height

S. No. Name of the State Upto 2005 2005-06 2006-07 2007-08 2008-09 Cumulative

1 Andhra Pradesh 0.721 0.079 0.111 0.101 0.324 1.336

2 Gujarat 1.332 0.286 0.455 0.851 1.489 4.4133 Karnataka 1.409 0.935 1.397 1.840 0.080 5.661

4 Kerala 0.000 0.000 0.000 0.000 0.000 0.047

5 Madhya Pradesh 0.300 0.030 0.070 0.069 0.000 0.469

6 Maharashtra 2.650 0.790 1.714 1.804 0.562 7.520


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7 Rajasthan 0.494 0.427 0.532 0.682 0.688 2.823

8 Tamil Nadu 11.970 3.444 5.268 6.066 5.662 32.410

Total 18.876 5.991 9.547 11.413 8.805 54.679

A-2: State-Wise Cumulative Wind Generation Data in (BU)

TEN MAJORWIND POWER COMPANIES IN THE WORLD

Sorted by megawatts installed worldwide

This article provides you with a detailed list and overview of the 10 largestwind power

companies in the world. The top ten listing is sorted by the companies total amount of

megawatts installed throughout the year 2007. MyWindPowerSystem.com is currently

awaiting updated figures for the fiscal year 2008 and will post and update this article the

moment the data has been received and verified.

Here are the top 10 majorwind power companies in the world:

1.Vestas (Denmark) 4,500 MW

2.GE Energy (United States) 3,300 MW

3.Gamesa (Spain) 3,050 MW

4.Enercon (Germany) 2,700 MW

5.Suzlon (India) 2,000 MW

6.Siemens (Denmark / Germany) 1,400 MW

7.Acciona (Spain) 870 MW

8.Goldwind (China - PRC) 830 MW

9.Nordex (Germany) 670 MW

10.Sinovel (China - PRC) 670 MW
http://www.mywindpowersystem.com/http://www.mywindpowersystem.com/http://www.mywindpowersystem.com/http://www.mywindpowersystem.com/?s=vestas&x=8&y=10http://www.mywindpowersystem.com/?s=GE+Energy&x=11&y=8http://www.mywindpowersystem.com/?s=Gamesa&x=11&y=8http://www.mywindpowersystem.com/?s=enercon&x=12&y=9http://www.mywindpowersystem.com/?s=suzlon&x=11&y=13http://www.mywindpowersystem.com/?s=siemens&x=9&y=7http://www.mywindpowersystem.com/?s=acconia&x=9&y=10http://www.mywindpowersystem.com/?s=goldwind&x=11&y=8http://www.mywindpowersystem.com/?s=nordex&x=9&y=12http://www.mywindpowersystem.com/?s=sinovel&x=10&y=10http://www.mywindpowersystem.com/productshttp://www.mywindpowersystem.com/?s=sinovel&x=10&y=10http://www.mywindpowersystem.com/?s=nordex&x=9&y=12http://www.mywindpowersystem.com/?s=goldwind&x=11&y=8http://www.mywindpowersystem.com/?s=acconia&x=9&y=10http://www.mywindpowersystem.com/?s=siemens&x=9&y=7http://www.mywindpowersystem.com/?s=suzlon&x=11&y=13http://www.mywindpowersystem.com/?s=enercon&x=12&y=9http://www.mywindpowersystem.com/?s=Gamesa&x=11&y=8http://www.mywindpowersystem.com/?s=GE+Energy&x=11&y=8http://www.mywindpowersystem.com/?s=vestas&x=8&y=10http://www.mywindpowersystem.com/http://www.mywindpowersystem.com/http://www.mywindpowersystem.com/


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Vestas, or Vestas Wind Systems, is the leading and the largest wind turbinemanufacturer in the world. Vestas has a total market share of 28%. The company

operates plants in Denmark, Germany, India, Italy, Britain, Spain, Sweden, Norway,

Australia, China, and Windsor, Colorado and employs more than 20,000 people

globally.

The General Electric Company, or GE is a multinational American technology and

services conglomerate incorporated in the State of New York. In terms of market

capitalization as of September 2008, The General Electric Company is the worlds tenth

largest company.

Gamesa Corporacin Tecnolgica is a manufacturing company mainly concerned with

the fabrication ofwind turbines and the construction of wind farms. Its headquarters are

in Vitoria-Gasteiz, Spain. It develops, manages and sells wind farms, for which it also

supplies the turbines. It is the market leader in Spain and is the second largest company

in the sector worldwide with a market share of 15.5 % in 2008.

Enercon GmbH is based in Aurich, Northern Germany and is the fourth-largest wind

turbine manufacturer in the world and has been the market leader in Germany for

several years. One of Enercons key innovations is the gearless wind turbine in

combination with an annular generator.
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Suzlon Energy is a wind power company from India. In terms of market share, the

company is the largest wind turbine manufacturer in Asia (and the fifth largest

worldwide. In terms of net worth, it is the worlds most valuable wind power company.

With headquarters in Pune, it has several manufacturing sites in India including

Pondicherry, Daman, Bhuj and Gandhidham as well as in mainland China, Germany

and Belgium.

Siemens AG is Europes largest engineering conglomerate. Siemens international

headquarters are located in Berlin and Munich, Germany. The company is a

conglomerate of three main business sectors: Industry, Energy and Healthcare with a

total of 15 Divisions.

Worldwide, Siemens and its subsidiaries employ approximately 480,000 people in

nearly 190 countries and reported global revenue of $110.82 billion as of 2008.

Acciona SA is a Spanish conglomerate group dedicated to civil engineering,

construction and infrastructures. The company was founded in 1997 through the merger

of Entrecanales y Tavora and Cubiertas y MZOV. The companys headquarters is in

Alcobendas, Community of Madrid, Spain. The companys U.S. operations are

headquartered in Chicago.
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Xinjiang Goldwind Science & Technology Company is a Chinese wind turbine

manufacturer based in Urumqi, Xinjiang. The company is the largest turbine

manufacturer in China and one of the ten largest in the world. Goldwin acquired a 70%

stake in Vensys Energy AG for 41.24 millionon February 1, 2008.

Nordex was founded in 1985 in Give, Denmark and in 2000 they moved their

headquarters to Germany and became Nordex A.G. and launched their IPO in 2001.

Today, their primary production facilities are in Rostock, Germany and also have

manufacturing joint ventures in China. The company has a total global work force of

over 1500 people. In 2006, Nordex was ranked in 7th place for worldwide wind turbine

sales, holding a 3.2% global share of the global wind turbine market.

Sinovel Wind Co., Ltd is a high-tech company engaged in developing, engineering,

manufacturing and marketing of the wind turbine generator system. Sinovel Wind is the

first company which introduced the technology of 1.5MW wind turbine generator

system into China.
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2.3 Introduction to company


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Conceived in 1995 with just 20 people, Suzlon is now a leading wind power companywith:

Over 14,000 people in 21 countries Operations across the Americas, Asia, Australia and Europe Fully integrated supply chain with manufacturing facilities in three continents Sophisticated R&D capabilities in Belgium, Denmark, Germany, India and The

Netherlands

Market leader in Asia, Suzlon Market Share (Combined with REpower) rose to 9.8%thereby making Suzlon 3rd* largest wind turbine manufacturing company in the world

Founded 1995

Headquarters Pune, India

Presence 21 countries: Australia, Belgium, Brazil, Canada, China, Denmark,Germany, Greece, India, Italy, New Zealand, Nicaragua, Portugal,

Romania, Spain, Sri Lanka, The Netherlands, Turkey, Ukraine, UK,

USA

Manufacturing India: Maharashtra, Pondicherry, Gujarat, Daman,Padubidri

China:Tianjin

North America: Pipestone, Minnesota

R&D Belgium, Denmark, Germany, India, The Netherlands

Market Share 9.8% of the world wind energy market, 3rd largest wind power supplier*

Employees 14000+ [23 nationalities]

Listing BSE and NSE (India), part of S&P CNX Nifty Index

A-3: Company Profile

Vision

To be a technology leader in the wind industry To be among the top three wind energy companies in the world To be the most respected brand To be the best team and place to work at To be the fastest growing and most profitable business


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Philosophy

To be a company that serves society with sustainable wind-power on a commercialscale with a focus on continuously increasing efficiency and reliability of our wind

turbines. To always be committed to a life-long relationship with customers and work towards

total customer satisfaction.

To lay importance on bettering our quality, safety and environmental standards. To build partnerships with all stakeholders; employees, customers, vendors, service

providers, local communities and governments.

To conduct business only with the highest standards of ethics. To contribute to the reduction of use of fossil fuels by reducing our carbon footprint in

all our operations.Strategy

Suzlon as a group aims to provide a strong renewable energy platform thereby promising to

power a greener tomorrow, today. Together with its subsidiary re power, Suzlon has grown to

be the 3rd largest wind turbine supplier in the world ensuring it builds a strong and futuristic

path for the wind energy sector. From initiating a wind power project, till completion and even

beyond, Suzlon ensures that nothing stands in the way of it serving its purpose.

This is with the support of its key differentiators, it is the very philosophy of questioning

ourselves at every step that has helped us sustain our vision.

ORGANISATION STRUCTURE

Suzlon is a leading wind power products and services company with a global footprint. The

primary principle shaping the organizations structure across global operations is to infuse

momentum and flexibility in decision-making and execution, with empowered managers.

Board of Directors

The Board of Directors, as repositories of corporate powers, act as a guardian to the Company,

as also the protectors of shareholders interests. The Board of the Company represents the finest

blend of knowledge and experience.


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Functional Structure

Corporate Services :

Based in Pune, India, the Corporate Office seeks to maintain and enhance Suzlons pre-eminent

position in the wind energy industry in accordance with our Corporate Values of integrity,accountability, equity, transparency and environmental responsibility. To ensure that all group

companies conduct their business profitably for stakeholders while adhering to the Brand and

the cultural core of the company, our Corporate Services head quartered in Pune:

Sets strategic direction and allocates capital Manages issues of control and governance Outlines best practices to be followed across functions in all offices Monitors performance of various regions and units

Provides vital shared services - Finance, Legal, Corporate Communications, S&P,Infrastructure, Human Resources, Information Technology

Manufacturing

Suzlon has 13 manufacturing facilities, spread across 3 countries: China, India and USA. These

units make a wide range of rotor blades, nacelles, nacelle covers, control panels and hubs,

tubular towers and generators, covering all key components of wind turbines.

Group Company Hansen Transmissions International N.V. makes Gearboxes for captive

consumption as well as third-party sales. Additionally, the Company is establishing Forgingfacilities of 70,000 MT and Foundry facilities of 120,000 MT. These are scheduled to

commence production in Q3 FY09

Business Units

Globally, the Suzlon Business is divided into 5 regions:

Australia China Europe, Middle East & Africa (EMEA) & Central & South America (CASA) India North America

Each of these is headed by a CEO, and handles all business aspects for that region, including

Sales, Marketing, Wind farm Development, CRM, O&M. All report into the Corporate

Headquarters.
http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=4http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=6http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=5http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=7http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=7http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=5http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=6http://www.suzlon.com/about_suzlon/l3.aspx?l1=1&l2=3&l3=4


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Research & Development

Technology is the key enabler to allow a company to compete successfully in the long run and

be the market leader. Suzlons sophisticated R&D capabilities in the wind energy space have

led to the development of a comprehensive product portfolio, ranging from 600 kW to 2.1 MWwind turbines.

The 500-strong Technology Group, led from its R&D Headquarters in Hamburg, derives its

technological success from a close collaboration between the development teams in Germany,

Netherlands, Denmark and India.

Composite wind turbine technology in Germany and Denmark Aerodynamic development in the Netherlands, Denmark and India Engineering in India

Gearbox technology in Belgium

ALLIANCES & ACQUISITIONS

Suzlons business has grown dramatically with strategic alliances and acquisitions. Potential

acquisition targets and alliance partners are evaluated on a case-by-case basis, with the objective

of developing business, and expanding capabilities and geographical reach.

Suzlon pursues only those alliances and acquisitions :

that complement its key strengths are synergistic with its operations have manageable integration risks

REPOWER

Suzlon acquired a stake in REpower in May 2007. REpower is a recognized technology leader

with a strong presence in Europe. It controls approximately 10% of the German market share. It

has a capacity of 1,250 MW with a planned expansion of an additional 450 MW. REpower

manufactures medium to high capacity WTG (1.5 to 5 MW) and has an employee strength of

1,150

Acquisition Rationale

Complementary geographical presence Complementary product portfolio Complementary supply chain strategies REpowers off-shore leadership


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HANSEN TRANSMISSIONS

In May 2006, Suzlon completed the acquisition of Hansen Transmissions International NV,

Belgium, the worlds second largest gearbox manufacturer for wind turbine generators.

Acquisition Rationale:

Wind Energy is a high growth industry restricted only by its supply chain

Hansen Transmissions is a technology leader in making gearboxes for wind turbines Hansen brings a market advantage, being a supplier to leading wind turbine

manufacturers

Attractive valuations The right fit in terms of management styles and vision

GLOBAL PRESENCE

Suzlon has seen consistent and undisputed growth and is now the world's third largest wind

power group. India, home to the group's corporate offices, employs more than 14,000 people.

Our global team, spread across five continents, focuses on adoption of the worlds best practices

to fuel continuous growth and propel expansion in high potential markets. At Suzlon, we

combine global experience with local expertise to maximize technology for the economic value

and benefit of our clients.

Suzlon heads its international sales, marketing and service out of each operation-active country

with an emphasis on local expertise to drive high growth in each market. Suzlon subsidiaries in

Australia, China, Europe and USA benefit from extensive global competencies in specific wind

engineering disciplines that the group harnesses.

TECHNOLOGY

Suzlons multi-dimensional approach to value engineering and cost reduction provides better

margins and a competitive advantage to its customers.

To create market-defining products

To enable entry into new markets with new applications To implement robust back-end processes To leverage our workforce competency

Product Technology

The Wind Electricity Generators (WEGs) are broadly divided into three parts:


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Tower - supports the Nacelle and Rotor Nacelle - contains the key components of the wind turbine Rotor - converts kinetic energy into electrical energy

Figure 3.1: Wind Electricity Generator

Blade Technology

The Suzlon Blade Technology Group:

Delivers blade and production definitions, knowledge and support to make customersthe preferred supplier for the end-users

Focuses on technology leadership to deliver high performance and cost efficient bladesfor wind turbines

Asynchronous Generator

Suzlon uses asynchronous generators (induction machines) in all models of wind turbines.

Induction machines :

Are most compact Operate as induction motors or generators Draw electrical power Deliver mechanical power

Brake System

Aerodynamic Braking is:

Used to stop the Wind Turbine Generator Locked with hydraulic brakes, ensuring personnel safety

The Brake Pad has the following properties:


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Utilization for dynamic braking in dry environment Stable friction coefficient High-wear resistance Low-wear melting material

Grid Management

Suzlon generators are grid-friendly in their operations, with the generation voltage at 690V.

They can also be stepped up to the local grid voltage. The inrush currents remain at safe limits

and the wind turbines are provided with protection schemes.

The generators feature:

Vacuum / air circuit breakers

Lightening arrestors Earth fault protections Under / over voltage protections Under / over frequency protections Over load protections

Tower Technology

There are two types of Suzlon towers: Free standing lattice towers Circular tower

The towers:

Are constructed of structural/ alloy steel and surface Are protected to withstand extreme operating conditions according to EN

standards

House the WTG at heights decided for power generation Remain sustainable under extreme wind load conditions Provide stability for the WTG at operating loads Provide ease during turbine maintenance and operation Feature standard internals/ accessories and a safe access system Are optimized to provide the best cost/ kWh and modular design


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2.4 OBJECTIVE OF CRM

Objective of the project is to study overall working of Customer Relationship Management in suzlon energy ltd. Focuses on relation maintain with customer and improve the confidence level of customer

Study the insurance claim settlement of windmill. Have a glance on various services provided

by suzlon like assist the customer in funding to purchase the windmill.

Maintaining Customer relation with suzlon after post commissioning of wind mill.

The ability of the CRM solution to contribute to this has to be considered. If the objective isincreasing overall profit or simply contributing to customer retention than this should be

achieved by the CRM choice.


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2.5 METHODOLOGY

SUZLON BEFORE CUSTOMER RELATIONSHIP MANAGEMENT

To implement the windmill various departments work in suzlon like Marketing, Resource

Mobilization department, financial department, research department. If customer wants to

purchase the windmill, he need to concern with every internal department of suzlon for example

purchasing the land to stand the windmill Non agriculture certificate required for that customer

need to talk with Resource Mobilization department. Various land related issue and assist the

customer in funding is handle by Resource Mobilization department.

Contact with every department will be tedious job for customer. In this case Customer

Relationship Department comes in picture.

Suzlon

Marketing

De artment

Resource

Mobilization

Financial

Department

Research

De artment

Customer


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SUZLON AFTER IMPLEMENTING CUSTOMER

RELATIONSHIP MANAGEMENT

Customer Relationship Management in suzlon is the integration of marketing, Service and

support strategy, process, people and technology to maximize customer Acquisition, value,

relationship, retention and loyalty.

Role of CRM is to care for the customers on a continued basis, to achieve excellence in

customer Engagement, leading to complete Customer satisfaction.

The CRM is a single point contact for the customer after commissioning of windmill.

CRM is also the single point contact for the company after commissioning of windmill

Suzlon

Marketing

De artment

Resource

Mobilization

Financial

Department

Research

De artment

Customer

Customer

Relationship

Management


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CRM ROLES & RESPONSIBILITIES

Relationship Management Service Facilitation Generation Guarantee & Blade Claim Settlement Statutory and Regulatory Support CDM Facilitation Other Activities

1. Relationship Managementi. Daily interaction with customer

ii. Regular Customer Visits (Once a Month / Quarter)

iii. Resolution of Customer Issues within stipulated timeframe

iv. E B Billing facilitation

- Invoice and credit reports available on customer portal

- Payment through RTGS in Maharashtra

v. Arrangements of Customer Meets

vi. Customer Site and Factory visit

vii. Driving repeat business

2. Service Facilitationi. Payment collection towards O & M charges

ii. O & M Agreement execution

iii. Tracking of

Preventive Maintenance Schedule

Preventive Maintenance Execution Report

iv. Keeping track of major breakdown & repetitive errors

v. Keeping track of restoration activities

vi. Technical issues resolution with the help of O&M

3. Generation Guarantee & Blade Claim Settlement

i. Proactive claim initiation

ii. Finalization of Claim Amount to create win-win situation

iii. Payment Process

iv. Collection of no due certificate from customer


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4. Statutory and Regulatory Support

Support / Facilitation for

i. Gujarat substation O&M charges

ii. LandNA / Grampanchyat Taxesiii. PWDProduction report and Electrical Inspector Payments

iv. Evacuation Charges Refund

v. PPA with MSEDCL/BEST/Traders for Group II Projects

5. CDM Facilitation

i. Stake Holders Meeting

ii. Processing of all internal documentation

iii. Arrangement of calibration report

iv. Support to CDM validators6. Other Activities

i. Customer Profiling and Segmentation

ii. Customer Satisfaction Survey

iii. Complaint Management

iv. Insurance

- Documentation

- Facilitatio

- Payment Collection


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2.6 LIMATATION OF CRM

1) Implementing CRM in Holistic way is no sinecure2) Making the large CRM investments profitable is difficult3) Achieving sustainable competitive advantage is more difficult


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Chapter3

Analysis & Findings


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Insurance of Windmill

Insurance, in law and economics, is a form of risk management primarily used to hedge

against the risk of a contingent, uncertain loss. Insurance is defined as the equitable

transfer of the risk of a loss, from one entity to another, in exchange for payment.

An insurer is a company selling the insurance; an insured or policyholder is the person

or entity buying the insurance policy. The insurancerate is a factor used to determine

the amount to be charged for a certain amount of insurance coverage, called the

premium. Risk management, the practice of appraising and controlling risk, has evolved

as a discrete field of study and practice.

The transaction involves the insured assuming a guaranteed and known relatively small

loss in the form of payment to the insurer in exchange for the insurer's promise to

compensate (indemnify) the insured in the case of a large, possibly devastating loss.

The insured receives a contract called the insurance policy which details the conditions

and circumstances under which the insured will be compensated.

KAM is responsible to track WTG / Project for cover under appropriate and adequate

insurance Policy towards Fire, Earth Quake and other natural Allied Perils along with


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necessary burglary and any other parameters as advised by Suzlon from time to time.

The Scope of KAM commences from date of Taking over of project from Marketing.

FLOW CHART OF CLAIM SETTLEMENT OF WINDMILL

Flow Chart of Claim Settlement Of Windmill

Customer

Insured the wind mill

Incident Occurs

Insurance company

survey the location and

study the incident

Insurance company

sanction the claim

Customer gives the

authority letter to Suzlon

Company

Suzlon Energy follow up the

insurance company

As per the agreement Suzlon

claim the money

Suzlon repair the wind mill


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Procedure of Claim Settlement of Windmill

Receipt of Insurance policy

KAM receives a copy of first insurance policy along with other documents during

Taking Over of project from Marketing

In case the Customer has not taken insurance policy or Marketing does not possess copy of

same at the time of handling over, Marketing will include in it in Punch List and provide a copy

as and when receive by the customer.

After receipt of insurance policy, KAM to verify details and maintain the same as per Report

In the event a Customer is not willing to share copy of Insurance Policy, Marketing will at least

provide basic details of the policy without the Premium to KAM.

Renewal of Insurance Policy

KAM to monitor validity of insurance policy and to send reminder notice to customer one

month prior to expiry of insurance period. KAM will capture this detail in the above mention

report it self. KAM may send mail to client reminding for renewal.

on receipt of renewals every year, KAM to update the data in his report for Financial Year.

Insurance related Claim

In case of any occurrence of incident that requires the client to raise a claim on their insurance

provider, the KAM receives information within 8 hrs of such events, and notifies same to client

within 24 hrs of occurrence of the event happening at site and logs the same on the Customer

Complaints Software. This will ensure communication to Marketing and Site.

Special care should be taken for cases of Force Majeure. Adequate and full proof

communication to customer should to be ensured and weighed / guided by the CRM Head.


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KAM will coordinate with Site and Finance & Accounts (O&M) to provide the cost of repair1 /

replacement and pro forma invoice to the client.

KAM will ensure that client releases the amount received from insurance provider to balance

amount if required towards the repair cost On receipt of entire amount from customer KAM

cost On receipt of entire amount from customer KAM communicates to site for commencement

of repair work

Repair work to commence only after receipt of full payment from client for the cost involved,

any deviation from this will require approval from CRM Head and SBU Head.

KAM will be single point contact person between the Company and the Customer for

providing all necessary documents for the purpose of Insurance claim

KAM to maintain records of all such claims appropriately and report the same to CRM Head

KAM along with CRM Head to monitor progress of insurance claims on monthly basis

KAM is accountable for any claim not receiving proper attention / documents from thecompany and may arrange for joint meeting of the internal Insurance Advisor with the

Customers Insurance Advisor for completing the formalities.

KAM to also ensure transfer to Insurance Amount as received by the Client to the Company. A

letter to this effect may be taken from the Customer in favor of Suzlon, for passing on the

insurance amount as may be received from the Insurance Company.

Insurance Policy Type

Five type of Insurance policy is taken for wind power machine

Burglary insurance policy: This policy is claim when machine is stolen or part of wind power

machine is stolen. This incident occur commonly


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Machinery break down policy: This policy is claim when any fault occurs in the wind power

machine. This incident occurs rarely.

The Machine Breakdown Policy in general covers unforeseen and sudden physical damages byany cause (subject to excepted risks) to the insured components of Wind Electric Generators :

While it is at work at rest While being dismantled for cleaning or overhauling During cleaning or overhauling operations. When being shifted within the premises During subsequent erection

Some insurance companies provide MBD policy including loss of estimated generation (during

the break period). This is known as consequential loss compensation policy. Typically a fixed

amount is determined based on monthly generation and is insured. Assuming the maximum

period a WEG may be the out of the operation due to break down say for 2 month so peak

generation of 2 months * EB rate is the fixed amount to be insured.

Public Liability: Injury to the public because of wind power machine like fall down of

machine.

Standard fire: Burning of machine. Machine contains the Oil so there may be chances of

burning or spot. This incident occurs commonly.

After erection and commissioning of Wind Electric Generators, the owner of wind farm usually

takes Standard Fire and Special perils policy, which generally covers the following risk:

Fire Lightning Explosion / implosion Aircraft damage Riot strike, Malicious & Terrorism Strom, Cyclone, Typhoon, Tempest, Hurricane, Tornado, Flood & Inundation Impact

Damage


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Subsidence & landslide include Rockslide Bursting and/ or overflowing of water tanks, apparatus and pipes Missile testing operations Leakage from automatic sprinkler installations Bush fire

Figure : Damage Of Windmill

The follo

wing items are generally insured :

Tower Nacelle Blades Electrical Panels Foundation Power and control cables Communication Cable Transformer etc.


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If the owner desires to have the cover for damages due to earthquake (fire & shock) the

insurance companies charge a nominal additional premium.

3.4.5 Terrorism: This policy is claim when terrorist attack on wind power machine. This

incident occurs rarely

3.5 Insurance Company

Insurance policy taken from following companies

The New India Assurance Co. LTD.

Future Generali India Insurance Company LTD

National Insurance Company Limited

AUTHORITY LETTER

A legal document in which a person gives another the power to act for him or her. The authority

may be general or it may be restricted to activities such as the handling of security transactions.

In Suzlon Authority letter is required for follow up with the Insurance Company on behalf of

customer. If any incident is occurs with wind mill maintenance is done by the suzlon company

but insurance claim money is taken by the suzlon company. This is done as per the agreement

with client.

TAX DEDUCTED AT SOURCE

Assessee pays tax in the assessment year on income earned in previous year. Due to this rule the

tax collection is delayed till the completion of the previous year. Even sometimes people

conceal their income and the tax is not paid at all. In order to overcome these problems,


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government started to deduct some amount of tax from the amount which is receivable by the

assessee. The amount of tax so deducted is called as "Tax Deducted At Source" or TDS in India.

Advance Tax

In some cases, the assessee is required to make a payment of advance tax. Such taxes paid inadvance are called prepaid taxes. Tax deduction is mainly done to reduce ones taxable income.

In a way tax deductions can reduce the taxable income and thus provide tax relief.

Tax deducted in this manner needs to be deposited in the Government treasury and assigned to

the Central Government, within a stipulated time period. Indian Government is adhering to the

policy of TDS to broaden its tax bracket in the country. Income gained through several sources

falls under the tax deduction at source or TDS scheme. Some of such income that is subjected to

Tax Deduction at Source is as follows:

Salary. Interest. Rental fee. Interest on Securities. Insurance commission. Dividends from shares and UTI/Mutual Funds. Commission and brokerage. Prize money won from lotteries, horse races, etc. Payments to non-resident sportsmen or sports associations. Commission on sale of lottery tickets. Fees for professional and technical services and the like. Compensation for compulsory acquisition. Income from units of an offshore fund. Income from foreign currency bonds or shares of Indian Companies (unless specified as

tax-free)


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Marketing Strategy

THE ECONOMIC BENEFITS

Lower effective investment due to admissibility of 80% depreciation resulting intoimmediate tax shelter.

To develop the windmill project 30% money is come from tax saving and 70% is comefrom loan.


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Figure : Tax planning with wind power

High Return on Investment as reflected in the Pre Tax IRR for the project. Low Pre Tax Pay Back Period as compared to the economic life of the project. Wheeling to SEB is easy, so no marketing problems. Profitable investment in hi-growth energy sector Capital safety & steady cash flow predictable over 20 years & more Multiple revenue streams & faster payback Effective tax planning with accelerated depreciation Lower cost of power generation due to zero input cost coupled with low operational

cost.

Benefit of assured & cost effective operations & maintenance.

CARBON TRADING

Opportunity to earn additional revenue through carbon trading Reduction in carbon footprint to acquire a green / carbon neutral image for the company


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ENERGY WHEELING FOR CAPTIVE USE

Mandatory to have HT meter For captive use, wind power project should be set-up in the same state of that of

manufacturing unit of company

Power generated from wind project is offset (unit-to-unit adjustment) proportionate topower consumed

Results in up to 30% savings in power cost over long term Fiscal incentives (eg. Accelerated Depreciation & IT Benefits under Sec 80 IA)

SALE OF POWER TO UTILITY UNDER LONG TERM PPA

Any business or even individual can set-up a wind power project in any of windy statesin India

Power generated from the project is sold to local utility (EB) under long term PPA withpre-determined buy-back tariff

Power generated from the project is sold to third party or captive use In the state of Tamil Nadu, Rajastan PPA is executed before commissioning the

windmill

In the state of Gujarat, Maharashtra PPA is executed after commissioning the windmill

THE END TO END SOLUTIONS

Single source solutions from land & infrastructure to supply of WTG, projectcommissioning & life cycle operation & maintenance Active assistance for Liaison

activities, regulatory approvals, loan processing

Customer time & manpower resources are not blocked

CLEAN DEVELOPMENT MECHANISM

The Clean Development Mechanism (CDM) is an unique instrument established underthe Kyoto Protocol which is based on understanding and co-operation among the

nations to achieve sustainable development also aiming at protecting the world eco-

system. Since the onset of industrial revolution in the eighteenth century, the

atmosphere is being constantly loaded with several Green House Gases (GHGs). The


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emissions have gone up considerable during the last decade resulting in progressive

global warming.

The CDM enables developed countries / companies to invest in developing countries

towards GHG reduction commitment and earn Certified Emission Reduction (CER).

CERs can be credited by developed countries towards their emission targets.

POLICY FOR MAHARASHTRA STATE

Description Details

Power Purchase rate of SEBRs.3.50 with an increase of 15 Paise/p.a./unit

up to 13 years from COD

Duration of PPA by SEB 13 years

Third Party sale of Power Allowed

Wheeling & Transmission

ChargesApproximately 25%

Banking of Power Generated Allowed

Approval of Regulatory

CommissionYes

A-4: Policy For Maharashtra State


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Figure : Pie Chart Of Installed Capacity In Maharashtra State

Sr. No Site Installed Capacity

1 Dhule 676.85 MW

2 Gudhe Panchgani 54.9 MW

3 Motha 2 MW

4 Sangli 269.1 MW

5 Satara 203.35 MW

6 Sinnar 39 MW

7 Supa 59.5 MW

Total 1304.7 MW

A-5:Installed Capacity In Maharashtra State

Maharashtra

Sangli

21%

Satara

16%

Sinnar

3%

Supa

5%

Motha

0%

Gudhe

Panchgani

4%

Dhule

51%


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Figure: Windmill Location in Gujarat


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2) Third Part :Customer directly sells the energy to thirty party consumer. But their may be chance of loss

money due to fraught, special attention should be given to handle the consumers. In this

option customer will get more profit because Rate of per unit is 7 Rs or 8 Rs.

3) Electricity Board :Customer sells the energy to government. This option is secure option. But profit is less as

compare to the Third Party Option.

In Self Consumption and Third Party Option Suzlon will not come in picture.

While giving the electricity to government like MSEB is Maharashtra State Electricity Board

Suzlon give service to customer.Suzlon Company collects the reading of units generated every month and generate the

invoice by using the software. The invoice is send to the customer. As per the invoice customer

collect the money from government.

For above service suzlon will need to track unit rate of every state. According to that invoice is

generated

Benefits of this service

1)

Secure MoneyTheir may not any chance of loss of money due to fraught

2) On Time MoneyGovernments always have enough money to pay

In the year 2003 electrical board is spited in to three companies under the Electricity

Act promulgated by government of India.

The companies are

1) Generation Company

2) Transmission Company

3) Distribution Company


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The thing that produces the electricity is called generator like coal, nuclear, Hydro power.

All the generators are come under the generation company.

Figure: Structure of Electricity Board

Generator can sell the energy to Distribution Companies, Third Party, or captive use. Once the

electricity generated it will enter in grid

Grid

When energy is generated it is steps up to 110 KV / 132 KV /220 KV / 400 KV for

transmission then Transmission company transmits to nearest sale station.

Distribution Company steps down the voltage to 11 KV / 22 KV / 33 KV/ 440 KV. Itdistributes to various uses of their distribution area. While transmitting energy losses will

occurs.Every generator uses the grid to reach final consumer. So it has to follow path like

Transmission Company, Distribution Company for self use or third party sale. the trading

margin in the intra-State trading of electricity, if consi

Electricity Board

Generation Transmission Distribution

Conventional

Energy

Non

Conventional

Ener

Renewable

Energy

Coal, Natural Gas,

Naphta

Nuclear energy,

Hydro energy

Wind, Biomass,

Municipal west

Self / Captive use

Sale To Third

Party


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Resource Mobilization Department

Resource Mobilization department assist the customer in funding. To develop the

windmill project 30% money comes from customer and 70% comes from loan of bank.

The loan generally repayable within a period of seven years with moratorium of one

year. During the moratorium period customer pay only interest on loan amount.

ACTIVITIES IN RESOURCE MOBILIZATION

1) Enquiry: On receiving reference from Marketing Dept in respect of a client aboutpossibility of arrangement of loan from banks / institutions opinion is provided on

the basis of financial data such as B/S etc provided or on the basis of personal

discussion had with the client along with the Marketing Team member.

2) Marketing Dept carries out customer enquiry stage to finalization and acceptance ofPO.

3) Bank Proposal :Once PO is finalized, the PO copy is taken for processing the loan request ofcustomer

The PO is classified as follows on the basis of input given by marketing dept.

a) Self-funding b) Loan assistance c) Loan arrangement (about 90%)

In the case a

No further action is taken unless specific request comes from the client or the marketing team


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In the case of b

The details / inputs required by the customer for preparing the presentation data is provided

.The necessary assistance support is provided as and when required by them including

meetings with their banker..

In the case of c

A Check list indicating the details required by RMD for preparing Detailed Project

Report is sent to customer and subsequent follow up is made by phone and or meeting the

personnel at different levels. On receiving the information a Detailed Project Report

incorporating amongst others Financials of existing activities, Wind Mill activity and Combined

activities for the loan period normally for 8 years is prepared.

The project profile containing customer request /application in the prescribed format, Detailed

Project Report with full financial information is made and presented to the identified bank in

consultation with the customer.

4) A) Follow up

After reasonable time the follow up is made with the bank about the progress on the proposal

and any additional information required is furnished and meeting with customer is also arrangedwhenever required.

Banks / Financial Institutions generally enquire further information about the project during the

process of loan application such as:

1) Location details

2) Land details such as survey no. area, nature of land, land registration

3) Copies of Nodal Agency clearances such as Infrastructure clearance, Commissioning

Clearance, Details of connectivity to grid etc

4) Status of material supply at site

5) present status of completed work/ erection

6) Execution of PPA


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7) Receipt for the payments by the customer

8) Original of invoices and delivery challans for supply made at site

9) Copy insurance polices for transit and erection (particularly in milestone/progressive

payments)10) Probable date of commissioning

11) Modalities for of creation of charge on assets.

The details required by them are furnished coordinating with various internal customers.

B. Presentation is organized to Committees of the Banks, Training Colleges of the Banks on

various aspects of the Wind Power Projects.

5) SanctionAs soon as sanction is made and arrangement letter is issued the customer is persuaded to

submit the acceptance to the bank immediately and steps are initiated to complete the

documentation by the customer.

a) Land documentThe title report of land is obtained from bank-approved lawyer on the basis of original

Land documents from site office. Constant follow up and liasioning is made for obtaining thesame from site office.

The documents called for title report preparation by lawyers are:

Original sale deed Lease Deed, as the case may be, executed by customer and Suzlon Group

companies, Original index II, Mutation entries for 30 years upto date, 7/12 extract showing

the name of the client, 30 years search report in sub-registrar office, Zone certificate, Noc if

any, l P/A if any N.A certificate, and any other related and revelent documents

Land documents required are the same in respect of all lands in different states, however, they

may be known by different names in the local languages.

b) Invoices and receipts


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Original invoices for supply of material and receipt for various payments made so for are

submitted to the bank.

c) PPA

copy of PPA and copy of commissioning certificate are submitted

d) Collateral security

collatereral security if any stipulated is complied by customer

e) Other related documents are executed by customer

6) Site visitPre sanction and post sanction visit to site is arranged as per their requirement

7) Disbursement of the loanThe disbursement are obtained on closure of compliance of sanction terms by customers and a

Accounts dept is intimated about the payments

Stamped receipt for payments organized from Accounts Dept and sent to the Banks

8). On the basis of monthly targets given by the Management , Collection Details and MIS is

provided periodically.

9).Weekly MIS on C2C issues is prepared and provided to the Top Management Team presided

by Shri R. A. Parmar and discussed over CONCALLS and issues closed.

10). Weekly MIS on Order Fulfillment and Milestone payment is prepared and discussed with

Supply Chain management Team over CONCALL presided by Shri Dinesh Karna.


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Chapter 4

Conclusion


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CONCLUSION

Customer satisfaction is directly proportionate to the success of company. All new

initiatives taken by Customer Relation Management, Operation and Maintenance and Electricalbilling related and other initiative which directly give benefit to customer.


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RECOMMENDATION

1) Customer can put query online2)

Confidential customer survey will be carried out on an annual basis

3) Customer can view windmill machine directly4) Exact generation of energy can be cross checked5) Quick action or response by KAM on customer query6) Keep monthly meeting with customer7) Give weekly report of machine to customer


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Questionnaire

Please furnish the following information at the earliest in DUPLICATE to enable us to prepare

the proposal papers and submit to the Bank.

Name of the company (whether SSI?)

Sr.No Requirement Status

1 Application

2 Certified copy of Memorandum &

Art.. of Association / partnership

deed

2(a) Share holding pattern

(b) Brief History of the co.

3 Audited Balance Sheet for the last

3 years

4. Provisional B.Sheet as of latest

quarter ended

5 CMA data for the period of Term

Loan (for existing activity)

6 Brief Note on existing

manufacturing facilities with

details of infrastructure facilities

available, manpower available etc.

7 Brief Note on manufacturing

process (existing activity)

8 Brief background of promoters

/Directors (name, age,

qualifications, experience etc)


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9 Professionals supporting the

company with details of name,

designation, age, qualification,

experience et.10 Existing bankers and facilities

availed, with latest outstanding

position with copy of latest

sanction communication/s

11 Please obtain NOC from existing

bankers for availing the Term Loan

for Wind Energy Project and for

creating charge in favour of thenew bank

(If loan is to be arranged from a

new bank)

12 Name of the associate concerns,

activity, bankers, facilities availed

13 Copies of Income Tax Returns filed

by the company and the promoter

directors14 Copy of latest available Income

Tax Assessment Order

15 Status of payment of statutory dues

such as Sales Tax, Income etc as

per format duly certified by C.A.

16 Names of Directors / persons

extending Personal Guarantee.

17 Net worth statement / personal

balance sheet of the guarantors

certified by C.A.

A-8 : Questioner


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Bibliography

http://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-

world/

http://www.suzlon.com/index.aspx

http://www.mercindia.org.in/
http://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-world/http://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-world/http://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-world/http://www.suzlon.com/index.aspxhttp://www.suzlon.com/index.aspxhttp://www.mercindia.org.in/http://www.mercindia.org.in/http://www.mercindia.org.in/http://www.suzlon.com/index.aspxhttp://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-world/http://www.mywindpowersystem.com/2009/04/the-10-major-wind-power-companies-in-the-world/


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