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#
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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.
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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
# $nw!edge.
DATE:
P1A0E:
R911 N9:
SEAT N9:
;;;;;;;;;;;;;;;;
Sign%ture Student
<AYES/ < .SUT/AR
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INDE%
CHAPTER NO&- TOPIC PAGE-NO
1' INTRODUCTION TO
AFTER SALES
SERVICES
(-)
2' OBJECTIVES OF THE
STUDY
*-11
+' STUDY OF THE
INDUSTRY
12-1+
,' INTRODUCTION TO
VIDEOCON COMPANY
1,-22
' VISION MISSION 2+-2
/' CORPORATE
GOVERANCE
FOLLO$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 (-)
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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 $nw the +er-e+tin in the ind the -usters. In rder t g%in
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ind sh%re r he%rt sh%re -usters %!ng with the %r$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.*
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CHAPTER NO-2
OBJECTIVE OF STUDY
OBJECTIVES OF STUDY
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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#
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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
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CHAPTER NO-+
STUDY OF THE INDUSTRY
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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
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CHAPTER NO-,
INTRODUCTION TO VIDEOCON COMPANY
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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 –!$ing -r+r%te str%tegies, %ied %t identi#ing
the ++rtunities %nd res+nding inte!!igent!# t the d#n%i- -h%nge
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Pr76!< ?3993
Fe wi!! +r'ide % -!!e-ti'e en'irnent r en%"!ing ur e+!#ees t de'e!+ their
+tenti%! %nds %$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%$% te-hn!g# %nd the reed series: %rd%"!e high 2u%!it# r%nge the +rdu-ts
-!ur Te!e'isins r the +ri-e -ns-ius -usters.
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G9"a9 A8!4!".
1$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%$e
Mi!!in Int % "etter, "righter uture. This is M%r%thw%d%, Indi% where the Dt %i!#
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!%un-hed Vide-n Intern%tin%! 1iited 4C6, with the %'id +ur+se +rdu-ing
wr!d>-!%ss -!r te!e'isins thrugh the te-hni-%! tie>u+ with Tshi"% -r+r%tin
<%+%n. Fithin % de-%de, Vide-n eerged %s te!e'isin %nd -ntinues t din%te this
high!# -+etiti'e %r$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.
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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 %-$nw!edged 0PT %nu%-turer in the wr!d
• M%nu%-tured Indi%Ks irst rust>ree F%shing M%-hine
The Vide-n gru+ eerges %s % USD =.5 Bi!!in g!"%! -ng!er%te -ntinuing t settrends in e'er# s+here its %-ti'ities r % -neren-e r sied %sse"!# !ine in
4G
T"#a@ 4h <r"7> ">ra46 4hr"7<h , =@ 634"r6&
1. C"678r #7ra92. Th"86" CPT
+. CRT <9a66
,. O!9 a# <a6
C"678r E934r"!36 H"8 A>>9!a36 C"8>r66"r 8a7:a347r!< ! I#!a
Fe en# % +re>einent +sitin in ters s%!es %nd -uster s%tis%-tin in %n#
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ur -nsuer +rdu-ts !i$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$e s!i 0PT, e@tr% s!i 0PT %nd
/igh Deinitin 4J: r%t 0PT
C"9"7r P!347r T7 G9a66
Vide-n is ne the !%rgest 0PT ?!%ss %nu%-turers in the wr!d with % high!e'e! e@+erien-e %nd te-hni-%! e@+ertise +er%ting thrugh P!%nd %nd Indi%.
Vide-n wi!! !e'er%ge n this s#nerg# %ter the Thsn %-2uisitin t intern%!!# sur-e
g!%ss r its 0PT %nu%-turing in-re%sing ei-ien-ies %nd !wering -sts.
O!9 a# Ga6
An i+rt%nt %sset r the gru+ is its R%''% i! ie!d with ne the !west
+er%ting -sts in the wr!d +rdu-ing 57,777 "%rre!s i! +er d%#. The gru+ h%s%"itius +!%ns r e@+%nsin in this
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HISTORY
•
COLOUR B.$ TV
• $ASHING MACHINE
• HOME ENTERTAIMENT SYSTEM
• ELECTRIC MOTORS
• AC
• REFRIGERATORS
• COOLERS
• GLASS SHELLS FOR CRT
• KITCHEN APLLAINCES
• CRUDE OIL
• COMPRESSOR
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• COMPRESSOR MOTORS
CHAPTER NO-
VISION MISSION
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V!6!" M!66!"
V!#"3"6 8!66!"& a r:934!" ": 3"4!7!4@ a# 3ha<
Vide-ns issin e@+ressin h%s "een -r%ted t en'e!+e "th e@t%nt %nd
eerging re%!ities
T" #9!<h4 a# #9!5r @"# ?>34a4!" 4hr"7<h !<!"76 64ra4<@
!4r>!# 4r>r7r6h!> !8>r"5# 43h"9"<@ !"5a4!5 >r"#7346 !6!<h4:79
8ar=4!< a# !6>!r# 4h!=!< a"74 4h :747r. A "re%$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$e!# t "e %-ti'e in th%t ie!d> thus, et-hing e@tr%rdin%r# returns. The n!# re2uireent is % "!d %nd -nident
%ttitude wi!!ing t "r%'e the dds. Vide-ns r%# int i! %nd g%s is % "!d %nd
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intre+id ende%'ur th%t %rises r iense %ith n the sureted -+eten-e
the -+%n#s in>huse %n%geri%! t%!ent
I8>r"5# 43h"9"<@ 4h 8a6
Te-hn!g# is n re % +reiu in+ut it h%s "e-e the "%re iniu in re-ent #e%rs.
R%+id %d'%n-es h%'e n!# ue!!ed this +henenn. Vide-n is e@tree!# 'igi!%ntin shunting ut d%ted te-hn!g# %nd re+!%-ing it with the "est>in>-!%ss ers the ties
I"5a4!5 >r"#7346 4h 8a6
Prdu-t de'e!+ent, inn'%tin %nd -ustis%tin %re the t!s Vide-n uses t st%#
%he%d the -+etitin. This is "e-%use % -ntinuus stre% inn'%ti'e
+rdu-ts e@-ites the %r$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!.
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CHAPTER NO-/
CORPORATE GOVERNANCE FOLLO$ED BY THE
COMPANY
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C"8>a@6 Ph!9"6">h@ " C"# ": G"5ra3
The -+%n#Ks +hi!s+h# n -r+r%te g'ern%n-e enshrines the g%! %-hie'ing the
highest !e'e!s tr%ns+%ren-#, %--unt%"i!it# %nd e2uit# in %!! s+heres its+er%tins %nd in %!! its de%!ing with the sh%reh!ders, e+!#ees, the g'ernent
%nd ther +%rties. The -+%n# "e!ie'es in the +hi!s+h# n -de -r+r%te
g'ern%n-e, whi-h +r'ides % stru-ture "# whi-h the rights %nd res+nsi"i!it#
dierent -nstituents, su-h %s the "%rd, e+!#ees %nd sh%reh!ders %re -%r'ed ut In-%rr#ing ut this, it is ensured th%t the -+%n#Ks "e-ti'es %re we!! deined %nd
+err%n-e %g%inst thse "e-ti'es %re %de2u%te!# e%sured %nd nitred 0r+r%te
g'ern%n-e is -nsidered %s %n i+rt%nt t! r sh%reh!ders rte-tin %nd%@ii%tin their !ng >ter '%!ues. The -%rdin%! +rin-i+%! su-h %s %--unt%"i!it#,
res+nsi"i!it#, tr%ns+%ren-# %nd %ir dis-!sure ser'e %s the e%ns r %-hie'ing this
R DThe -+%n# gi'es utst i+rt%n-e t the R O D %-ti'ities, whi-h %re -%rried ut, %t
in>huse R O D -enter. The -+%n# -%rries n new inn'%tins in +rdu-t
de'e!+ent, -st redu-tin, 2u%!it# i+r'eent, +r-ess i+!eent%tins, +r-ess-ntr!s
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F747r P9a6
T strengthen %nd %int%in O its !e%dershi+ st%tus, the Vide-n gru+ h%s -!e%r!#
-h%rted ut its -urse r the uture. Aggressi'e de'e!+ent is in u!! swing %t the R O D0entres t "ring ut st%te>>the>%rt te-hn!gies in-!uding True 8!%t, S!i, E@tr% S!i,
P!%s% O 10Ds, %t the e%r!iest. 0st r%tin%!i%tin +r-esses > %re in '%rius st%ges >in-!uding r%tin%!iing %-tries in Eur+e, in-re%sing %ut%tin %nd i+r'eent
ei-ien-# in 0hin%, %--essing !%ss she!!s r Indi% r intern%tin%! 0PT %-i!ities %nd %
!t re > %rein '%rius st%ges i+!eent%tin. Intern%tin%!!# %!! e@isting -!ient re!%tinshi+s %re
"eing strengthened. The -st -+etiti'eness %nd in-re%se in -%+%-it# in Me@i- %nd
P!!%nd h%s +ened u+ "ig
++rtunities in the 9EM "usiness. 1%st "ut nt the !e%st, in the desti- %r$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)
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ORGANIATION STRUCTURE CHART OF THE COMPANY
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CHAPTER NO-(S$OT ANALYSIS
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S$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$et, whi-h ight !e%d t -n!i-t
C. Nt +r'iding gd ser'i-e.
.N e@-!usi'e shw rs
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O>>"r47!4!6
4. Vide-n t%$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
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CHAPTER NO-)
CUSTOMER SATISFACTION
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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!"
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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.
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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-.
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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)
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CHAPTER NO-*
AFTER SALES SERVICES OF VIDEOCON
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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 % "%-$u+ s#ste r -usters %nd this +!i-#
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-%n -re%te su-h % situ%tin wherein de%!ers wi!! re+!%-e unne-ess%r# +%rts r in-re%sing
+rits. But these %-ti'ities -%n "e restri-ted "# designing % -ntr! s#ste r it.
Se-nd!#, Vide-n ser'es with the "est %'%i!%"!e 2u%!it# +rdu-t, whi-h re2uires !e%st%inten%n-e s this wnt -re%te het# +r"!es. Mre'er the A.0. users %re !e%st
"thered %"ut the -h%rges in-urred in ser'i-ing r%ther he is re -n-erned with his-rt%"i!it#.
A#5a3# 4""96 !i$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$n !elo$
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CHAPTER 1O
RESEARCH METHODOLGY
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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#.
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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
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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
$HY VIDEOCON SAMSUNG OR LG
8r the %"'e igures, it indi-%tes th%t +e+!e gi'e re +reeren-e t +ri-e %s -+%re
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t ther %ttri"utes (1i$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.'
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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
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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.
(& $h!3h C"8>a@ #" @"7 4h!= ha6 4h 64 a:4r 6a96 6r5!3 4;"r= ar66
": !46 #a9r6 6r5!3 34r6 ar"7# @"7r 9"3a9!4@'
(%)Vide-n – =7
(") BP1 – 47
(-) 1? > 4J
(d) S%sung – 67
(e) Fhir!+! – 46
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67 the -uster s%#s S%sung h%'e the "est %ter s%!es netwr$ 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& $ha4 !6 4h a44!47# ": 4h 3"8>9a!46 ha#9r 4";ar#6 @"7
(a) Sensiti'e – J
(b) Indierent – 6
M%rit# the +e+!e s%#s th%t %ttitude the -+!%ints h%nd!er tw%rds the isindierent
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CHAPTER NO -11
FINDINGS OF THE SURVEY
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FINDINGS
M%rit# the tt%! ++u!%tin +reer S9NY %s % "r%nd when "u#ing e!e-trni-
gds %re -n-erned %!! the +e+!e %re s%tisied with the +rdu-ts Vide-n.
M%rit# the +e+!e thin$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$%nshi+ +r'ided "# Vide-n, S%sung
gr%"s the se-nd +sitin.
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1est +r"!e is %-ed r the S%sung ser'i-e +r'iders
S%sung Din%tes when the -%se +rdu-t re!i%"i!it# is -n-erned
CHAPTER NO-12
RECOMMENDATIONS
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RECOMMENDATIONS
Pr!3 &
0TVH 10D. : The +ri-es %re !itt!e "it higher %s +er %s there %re se uni2ue e%tures "ut it
is 'er# dii-u!t t -+ete with huge gi%nts !i$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$e i %n#
e@isting -uster he!+s in "ringing % de%nd te!e'isin, heHshe -%n "e %w%rded "# %
git te!e'isin, "eing % !u@ur# ser'i-e "%sed %nd -st!# +rdu-t, +e+!e gener%!!# dis-uss
with ther te!e'isin. users "ere "u#ing. Thus their in'!'eent in "u#ing % "r%nd %nd
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the +rdu-t is 'er# high. This git wi!! "e !i$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 %$es % gd i+%-t n the
when the# re%d %d'ertiseents in news+%+ers %nd %g%ines, s there ust "e re2uent
%d'ertiseents in %g%ines %nd !-%! news+%+ers n -r+r%te !e'e!.
0"ined Ads -nsisting n%es %nd %ddresses %!! the de%!ers M%h%r%shtr%
shu!d "e gi'en, "e-%use +e+!e s%!! twns h%'e % tenden-# t "u# the te!e'isin.
r "igger twns, in s+ite the e@isten-e de%!er in their wn twn.
The %d'ertiseents shu!d "e "igger sie %nd re %ttr%-ti'e with se uni2ue
e%tures. And %t !e%st ne -!ru! %d'ertiseent ust "e gi'en in the news+%+er in %
nth %t the tie se%sn.
C"4a34 B7!9#!< &
Vide-n ust %rr%nge tie!# get>tgether r "ui!ding -nt%-ts with higher i-i%!s
the -r+r%te %nd g'ernent, whi-h wi!! he!+ in de'e!+ing %nd strengthening their
"r%nd !#%!t# tw%rds Vide-n.
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CHAPTER NO-1+
CONCLUSION
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CONCLUSION
R9a4!< 4" C764"8r6 &
4. M%n# -usters d nt "e!ie'e th%t Vide-n is using the Rt%r# 0+ressr
su-h re+uted "r%nds !i$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.
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. The s#ste A7a9 Ma!4a3 C"4ra34 AMC' is %'er%ge in Vide-n.
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