project reoprt on csi

REPORT ON CUSTOMER SATISFACTION INDEX IN VARDHMAN HAND KNITTING YARN

A SUMMER INTERNSHIP REPORT

Submitted by

JAGDEEP SHARMA

Registration No: 11104875

In partial fulfilment of Summer Internship for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

School of Business

LOVELY PROFESSIONAL UNIVERSITYPhagwara, Punjab

July, 2015

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ACKNOWLEDGEMENT

It is my proud privilege to express my deepest gratitude to a number of helping hands for their

cooperation that enabled me complete my study. Indeed this page of acknowledgement shall

never be able to touch the horizon of generosity of those, who rendered help to me.

It’s my utmost pleasure to extend my sincere gratitude to the HR Department of Vardhman

Textiles Limited for offering me an internship in their esteemed organization.

I am grateful to Mr Pawan Sharma (Branch Manager), Mr Vinay Srivastav (Sales

Manager) HKY who provided me an opportunity to undertake a project on CUSTOMER

SATISFACTION INDEX, which enabled me to interact with dealers, customers of company

to have better understanding, practical exposure of industry.

I express my sincere thanks to my project guide Mr Anurag Sharma, (Sales officer. Mktg.)

In HKY for their generous support, constant direction and mentoring at all stages of training.

I take this opportunity to thank all dealers, customers who spared their precious time to provide

me with valuable inputs for project without which it would have not been possible.

I acknowledge special thanks to all the employees and staff members of different departments

in Vardhman for their ready to help attitude and support extended during the course of the

program.

I firmly believe that there is always a scope of improvement. I welcome any suggestions for

further enriching the quality of this report.

JAGDEEP SHARMA

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ABSTRACT

It will be appropriate to appraise to the reader that the cardinal objective of the project is to

carry out a survey which will not only reinforce and magnify the “CUSTOMER

SATISFACTION INDEX of VARDHMAN HAND KNITTING YARNS” in Vardhman,

Ludhiana.

Owing to the fact that before one sets out for the survey he/she should have a thorough

knowledge of the topic which he/she is assigned with, therefore a considerable time was spent

in knowing about the Vardhman’s HR policies, vision, mission. After being reasonably

conversant with the employee names and departments, customers and dealers of dyed yarns,

slowly the task of customer interaction was started. Interaction with the customers was in the

shape of a Questionnaire... After that data collection was started. Data analysis & interpretation

was followed by Findings & Recommendations.

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TABLE OF CONTENTS

CHAPTER 1

CHAPTER 2

CHAPTER 3

CHAPTER 1

INTRODUCTION

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INDIAN TEXTILE INDUSTRY

Textile accounts for 14 % of India’s industrial production and around 27% of its exports

earnings. Textile industry in India covers a wide gamut of activities ranging from production of

raw material like cotton, jute, silk and wool to provide high quality products such as fabrics and

garments to consumers.

Manmade fibres account for around 40% share in a cotton dominated Indian textile industry.

India accounts for 15% of world‘s total cotton crop production and records largest producer of

silk.

Industry uses a wide variety of fibres ranging from natural fibres like cotton, jute, silk and wool

to manmade fibres like polyester, viscose, acrylic and multiple blends of such fibres and

filament yarns.

It is the second largest employer after the agriculture sector in both rural and urban areas. India

has large pool of skilled labour, experienced in technology skills.

Almost all sectors of textile industry have shown significant achievement. Sector has shown a

3.66% CAGR over the last five years.

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INDIAN TEXTILE INDUSTRY: CHANGING PROFILE

The Indian textile industry has embarked on an ambitious programme of modernization and

technological up gradation in recent years to transform the textile sector from a state of low-

technology level to a producer of high-technology products. Technological up gradation in

India has resulted in –

A shift from commodity-based trading to high value-added fashion garments.

Vertical integration and horizontal consolidation of production process leading to

lowering of manufacturing costs.

Improved productivity gains.

Efficient supply chain management.

Development of economies of scale.

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VARDHMAN GROUP

INTRODUCTION

The industrial city of Ludhiana, located in the fertile Malwa region of Central Punjab is

otherwise known as the "Manchester of India". Within the precincts of this city is located the

Corporate headquarters of the Vardhman Group, a household name in Northern India. The

Vardhman Group, born in 1965, under the entrepreneurship of Late Lala Rattan Chand Oswal

has today blossomed into one of the largest Textile Business houses in India.

Vardhman Group is a leading textile conglomerate in India having a turnover of $986

mn. Spanning over 24 manufacturing facilities in five states across India, the Group business

portfolio includes Yarn, Greige and Processed Fabric, Sewing Thread, Acrylic Fibre and Alloy

Steel.

At its inception, Vardhman had an installed capacity of 14,000 spindles, today; its capacity

has increased multi fold to over 11.50 lac spindles. In 1982 the Group entered the sewing

thread market in the country which was a forward integration of the business. Today

Vardhman Threads is the second largest producer of sewing thread in India . In 1990, it

undertook yet another diversification - this time into the weaving business. The grey fabric

weaving unit at Baddi (HP), commissioned in 1990 with a capacity of 20,000 meters per day,

has already made its mark as a quality producer of Grey poplin, sheeting, and shirting in the

domestic as well as foreign market. This was followed by entry into fabric processing by

setting up Auro Textiles at Baddi and Vardhman Fabric at Budhni,Madhya Pradesh. Today the

group has 900 shuttle less looms and has processing capacity of 90mn meters fabrics/annum.

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Vardhman Group manufacturing facilities include 65 tons per day yarn and fibre dyeing, 90 mn

meters per annum processed fabric, 33 tons per day sewing thread, 18000 metric tons per

annum acrylic fibre and 100,000 tons per annum special and alloy steel.

In the year 1999 the Group has added yet another feather to its cap with the setting up of

Vardhman Acrylics Ltd., Bharuch (Gujarat) which is a joint venture in Acrylic Fibre

production undertaken with Marubeni and Exlan of Japan. The company also has a strong

presence in themarkets of Japan, Hong Kong, Korea, UK and EU in addition to the

domestic market. Adherence to systems and a true dedication to quality has resulted in

obtaining the coveted ISO 9002/ ISO 14002 quality award which is the first in Textile industry

in India and yet another laurel to its credit.

MR. S.P. OSWAL

Chairman, Vardhman group

Mr. Shri Paul Oswal is the Chairman and Managing Director of the Vardhman Group. He holds

a Master’s Degree in Commerce (Gold Medallist) from Punjab University, Chandigarh. He is

also member of Nomination and Remuneration Committee and Chairman of Committee of

Directors (Legal, Banking & Finance) of the Company. In addition he is the Chairman of

Vardhman Holdings Limited, Vardhman Acrylics Limited and Vardhman Yarns and Threads

Limited.

With over 48 years of experience in textiles industry while being associated with Vardhman

Group, he has led Vardhman Textiles to achieving accelerated growth in yarn manufacturing

capacity, fabric weaving plants and yarn & fabric processing facilities in the country. He was

the Founder President and Director of Ludhiana Stock Exchange for the period 1983-87 and

President of Ludhiana Management Association for the period 1987-1991. He also acted as

Chairman of Nimbua Greenfield Punjab Limited, a consortium of industries of Punjab for

developing a common facility for storage, treatment and disposal of hazardous wastes

generated by the industry with grant from Government of India. For his extensive contribution

to the trade & industry, he was bestowed the Padma Bhushan Award by the Government of

India in the year 2010.

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MISSION

The Vardhman Group aims to be world class textile organisation producing diverse range of

products for the global textiles market. We seek to achieve customer delight through excellence

in manufacturing and customer service, based on creative combination of state-of-the-art

technology and human resources. We are responsible corporate citizens.

VISION

Rooted in Values, Creating World Class Textiles.

LOGO OF VARDHMAN

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The “FLAME” signifies the growth of each and every individual associated with it whether he

or she is a worker, an employee, shareholder or a customer.

The “STICK” symbolizes cotton, which is basic raw material of the core product of Vardhman

Group.

The “V” stands for Vardhman Group.

CSR & SUSTAINABILITY

EDUCATION

SRI AUROBINDO COLLEGE OF COMMERCE AND MANAGEMENT

Sri Aurobindo College of Commerce and Management (SACCM) was set up in the year

2004 by Sri Aurobindo Socio-Economic and Management Research Institute.

The college is affiliated with Punjab University, Chandigarh and offers B.Com, B.Com (Hons)

and BBA Programmes. SACCM campus is located in the pollution-free Village Jhande at

Ludhiana. Spread over 12 acres, the campus has a built up area of 82,000 sq. ft. It features lush

green lawns, state-of-the-art teaching blocks, fully functional tutorial rooms and a well-

equipped seminar room. The classrooms are designed in an amphitheatre style to promote

interaction among students and accommodate 70 students at a time. All classrooms are well

equipped with LCD and Over Head Projectors. The college also has a full power back-up

facility.

SOCIETY

VILLAGE ADOPTION PROGRAM

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In 1999, the Vardhman Textiles team was in the process of surveying the cotton fields of

Punjab, where they discovered a certain farmer with a 4-times yield of the other fields in the

region. Vardhman Textiles collaborated with Punjab Agricultural University to study the

techniques and conditions that led to a bumper crop for this particular farmer.

This gave birth to the Village Adoption Program that started with one village. The Company

collected data from every farmer and through dedicated teams educated and guided the farmers

at every stage right from pre-sowing to harvesting. At the end of the season, the village had a

60% higher yield than the overall state average.

Slowly the program grew to cover 95 villages. The Company would hold 7-8 camps for farmers

during the entire season and organise competitions among farmers at the local level.

SUSTAINABILITY

BUILDING A SUSTAINABLE CULTURE

At the Vardhman Group we conduct regular training & awareness programs as an effort to

imbibe the culture of sustainability within the organisation. For these programs, we engage our

internal trainers & awareness experts. Goals are regularly set for the program and it targets all

employees

Some of the training programs we conduct on regular basis are as follows:-

Workshops on Water Conservation through videos

Environment Week (Various activities are performed during this such as ; Tree

Plantation, Drawing Competition, Slogan Competition, Speech Competition )

Water Saving Week and other initiatives at unit level

Celebration of World Water Day on every 22nd of March

AWARDS11

2013-14

Textiles Export Promotion Council (Texprocil) Awards 2013-14

Gold Trophy for the Highest Exports of Processed YarnsGold - Won Special Achievement Award in Yarns CategoryBronze Trophy for Exports in Counts 50's & BelowBronze Trophy for Exports in Counts 51's & Above

2012-13


Gold Trophy for the Highest Exports of Processed YarnsSilver Trophy for Exports in Counts 50's & BelowBronze Trophy for Exports in Counts 51's & Above

2011-12


Gold Trophy in Yarn Counts 51's & AboveGold - Won Special Achievement Award in Yarns CategorySilver Trophy in Processed YarnsSilver Trophy in Yarn Counts 50's & Below

2010-11


Silver Trophy in Processed YarnsSilver Trophy in Yarn Counts 50's & Below

2009-10

FIEO Awards 2009-10

Niryat Shree Bronze Trophy

ETHOS

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The Vardhman Group believes in leadership through excellence. We are a focused textile group

with strategic venture in steel business. We strive to achieve excellence through a culture of

innovation and continuous improvement. As an organization, we believe in well thought-out

consistent growth and a consciously conservative approach. We are committed to investing in

the business with initiatives directed at long-term sustainability.

Our customers are our best teachers and central to all operational processes. We have the

largest range of textile products across fiber (acrylic), yarn & fabrics and have the flexibility to

produce a wide range of products. With our sophisticated design and sampling capabilities, we

act as an extended design partner for our clients.

VARDHMAN TEXTILES LIMITED

INTRODUCTION

● VTL is the largest listed, integrated textile manufacturing company in the Country

VTL has a strong position in the Indian textile sector in the manufacturing of fibre, yarn, sewing thread and fabrics

Now also into garment manufacturing through a collaboration with Nisshinbo, Japan with production started in Mar 2011

VTL and its subsidiaries have 25 manufacturing facilities across India and employ ~26,000+ people

● VTL is a market leader in its various product offerings

VTL and its subsidiaries is the largest listed yarn manufacturer in India with a capacity of more than 1.00 million spindles including 7,188 rotors.

The leading manufacturer & exporter of cotton yarn in India and leading manufacturer of piece dyed fabric.

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The 2nd largest producer of sewing threads and the market leader in hand knitting yarn in India

● Global alliances

VTL has forged global alliances with leading textile companies such as American & Efird (A&E) Inc USA, Marubeni, Japan and Nisshinbo, Japan

VARDHMAN GROUP BUSINESS

Subsid-

iaries

Particulars

Vardhman Yarns &

Threads Ltd. (VYTL)

Vardhman Acrylics Ltd.

(VAL)

VMT Spinning Co. Ltd (VMT)

Vardhman Special Steels Ltd. (VSSL)

(De-merged in 2011)

Vardhman Nisshinbo Garments Co. Ltd.

(VNGCL)

VTL Stake 51% 74.28% 89% 31% 51%

Business

RMG/

Industrial/

Specialty Threads

Acrylic Staple Fibre

100% Cotton Yarn

Special Steels Garments

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Capacity

41tpd threads & 71k Spindles

(Captive)

20, 000 tpa46, 320 spindles

Rolling

150, 000 MTPA

1.87 mn pieces

Revenue (in Mn) Rs. 7, 106 Rs. 5, 142 Rs. 1, 704 Rs. 6,690 Rs472

CollaborationAmerica & Efird Inc., USA

-Marubeni & Toho Rayon, Japan

-Nisshinbo, Japan

Market Status UnlistedListed on NSE & LSE

UnlistedTo be Listed on NSE & BSE

Unlisted

Fabrics Business

Continuing its onward march up the value chain, the group entered Fabric business in 1992 with Greige Fabric and Processed Fabric in1999.

Currentcapacityis1, 320 looms &110millionmeters of processed fabric per annum One of the few fully integrated fabric suppliers in the country and largest producer of

stretched fabric. Producing wide variety of fabrics for Tops & Bottoms for Men, Women and Children. Doing specialized finishes like Liquid Ammonia, Teflon /Nano care (oil water

repellent), ETI etc. Customers include large international and domestic brands like GAP, H&M, Uniqlo,

S’Oliver, Benetton, Van Heusen, Peter England, Wills, Etc.

Sewing Thread Business The Group entered the Thread business in 1982 as a forward integration to its Yarn

business

Current capacity is 41 tpd across 5 plants at Punjab, Tamil Nadu &Himachal Pradesh

In 2002, entered into a strategic alliance as a licensee with American & Efird, Inc .USA

(A&E) for manufacturing & distribution of A&E branded sewing threads in India

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Spun off the Threads business into a new company (Vardhman Yarns& Threads Ltd) in

2008 and entered into a 51:49 Joint Venture with A&E

Post creation of JV, increased the production capacity for core spinning & filament

threads with A&E’s quality parameters

Currently Vardhman owns the 2nd largest brand of specialized threads in the country

Acrylics Fibre Business

Ventured into manufacture of Acrylic Staple Fiber in 1999-Vardhman Acrylics

Limited(VAL)

The plant was setup in Gujarat, in collaboration with Marubeni &Japan Exlan of Japan.

Current capacity is 20,000 mtpa

World class wet spun technology with highly automated, micro process or controlled

systems products are marketed under the brand name VARLAN©

It issued in manufacturing of hand knitted yarns, blankets, jerseys, sweater, saris,

upholster, carpets etc.

VA Lisa Debt Free Company with cash reserves of about Rs.225crores.

Steel Business

Started Steel business in 1972 as a diversification strategy, with capacity of 35,000 tpa.

Current Production Capacity: 120,000tpa

Caters to high technology quality conscious special & alloy steel segment

Application of round products in automotive components, forging, ball bearings, piston

pins, engineering applications, railways, defense etc.

Preferred supplier to leading OEMs like Maruti- Suzuki, Hero Moto Corp., Toyota,

Bajaj and Hyundai among others

Focus on value addition.

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Garments Business

Started Garments business in 2010 as a forward integration strategy in a JV with

Nisshinbo Textiles Inc. For production of shirts in Ludhiana, Punjab with Vardhman

Textiles holding 51% stake.

Installed Production Capacity: 1.8MN pieces per year. Current Capacity

of~1.4MNpieces.

The Shirts will be sold in India as well as exported to US, Europe &Japan.

Vardhman is producing yarns & fabric and will perform liquid ammonia processing

with technology cooperation from Nisshinbo.

Initial Production is being sold in domestic market only.

Yarn Business – Key business driver

The largest spinning capacities in the country with

1.00 MN+ spindles

12 production plants located in the states of Punjab,

Himachal Pradesh and Madhya Pradesh

Technical tie-ups with the well-recognized global

corporate’s from Japan and Korea.

De-risked business through value added and

specialized products

A third of the total yarn production is exported, a

third is sold domestically and remaining third is

used to feed the captive looms.

Focus on automation and to further diversify customer base.

Hand-knit Yarn Business

1. Market leader in hand-knit yarn category

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2. 40% share of the organized sector and 30% of the total market.

3. Pan India total outlets approx. 4,000. With Vardhman present at around 1,800 retail outlets in

650 cities/towns.

4. Patronage of ~6.0 million consumers across country

5. Technology up gradation ,new product development and innovative marketing strategies –keys

to success

6. 37 sub brands in various packaging categories under vardhman knitting yarn umbrella

brand.

7. Effective use of electronic and print media for mass communication.

8. Consumer/dealer friendly approach

Hand knitting yarn is available in three packing’s at Vardhman

1. Hank

2. Ball

3. Lachhi

Hank Packing

Hank is the basic forms of hand knitting yarn which contain 3 kg of yarn in one pack or bundle.

Dealers prefer hanks packing the most as hanks require less space to store large quantities &

are comparatively cheaper than ball & lachhi packing. Moreover hanks can be sold in small

quantities as well as per needs & requirements of individual customer. Vardhman offers 18-20

different qualities in hanks category in which some qualities are fast, medium or slow moving.

Rabbit excel is the fast moving quality among all varieties of hanks.

Ball Packing

Ball is another form of hand knitting yarn packing, with average packing of 200 grams except

2-3 qualities which are of 150 grams. Ball Packing are either available in Box or Jar. Because

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of its packing, ball category products are comparatively priced higher than hank & lachhi

packing. There are approx 10-12 different qualities in ball category of Vardhman. Soft ‘n’

Smart is the fast moving quality among all varieties of ball category.

Lachhi Packing

Lachhi packing is another form of yarn packing with average of 100 gms except Pretty Baby

which is available in 150 grams. There are approx 4-5 different qualities in lachhi category of

Vardhman .Winter shine is the fast moving among all varieties of Lachhi category.

PRODUCT PORTFOLIO

HANKS

QUALITY SHADES PLY BLEND

BRILON 75 4 ACRY100BUTTERFLY 80 2 ACNY8416

CATRINA 40 2 ACPY5050CHARMING 60 3 ACNY5050CRYSTAL 45 2 ACNY8416

KHUSHBOO 30 2 ACNY8416MARIA 60 2 ACRY100

MILENIUM 80 2 ACRY100MELODY FINE 43 3 ACPY5743

NARAM GARAM 30 2 ANMH662410RABBIT EXCEL 70 2 ACNY8416

SPARKLES 17 2 PSTR100SUNFLOWER 33 2 ACPY5050

BOX


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BABY SOFT 35 4 ACRY100BABY ANGEL 30 2 ACRY100

BLOSSOM ACRY100CALIBER PLUS 50 3 ACNY8416

COZY CARE 40 2 ACNY6634CRISTINA PREMIUM

51 2 ACNY8416

GALM N GLITZ 45 2 ACNY8416LITTLE ANGEL 40 4 ACRY100

SALSA JAZZ 43 3 ACPY5248SENORITA 55 2 ACNY5050

SOF N SMART 70 2 ACNY8416WINTER QUEEN ACNY8020

LACHHI


HONEY BUNY 40 3 ACRY100MICROSHINE 60 2 ACNY8416

MAGIC 50 2 ACNY8416PRIM ROSE 60 2 ACNY8416

MILANO 20 3 ACNY7525WINTER SHINE

CHAPTER 2

SUPPLY CHAIN NETWORK

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SUPPLY CHAIN NETWORK

Master Flow Chart

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ORDER BOOKING

SHADE AVAILABILITY

INVOICING

MATERIAL PACKING

ISSUANCE OF GATEPASS

DISPATCH

POST DISPATCH

PAYMENT COLLECTI

ONC-FORM

G.R. TO CUSTOMER

Sales Process

Sales Process comprises of following steps:

1. Order Booking: Total 8 territory agents are appointed to represent different states of India, mainly north & eastern part of India. Agents representing a territory keep on studying market trends & fashions, competitor’s strategy & feedback about their products, develop new markets & search for new potential dealers in the market, make dealers update about company policies & products from time to time etc. Throughout India we have both types of dealers i.e. Regd & Unregd and tax rates are applied by the company accordingly.

Normally sales target are fixed on the basis of the performance during the corresponding period in last year and concerning sales officer keeps track of the targets & discuss with agents & top dealers at regular intervals. The process of order booking starts in the beginning of the financial year i.e. month of April. Since April to August is considered as lean period hence company starts with lowest prices from April month & give attractions to dealers to invest & lift the material during this period. The rates are keep on increasing on monthly basis in order to ensure that who lift earlier gets more rate benefits. For this a sales policy is announced at the start of April every year. This includes booking on color assortments, payment advances & actual lifting of material.

In hand knitting yarn, agents play a very important role in various ways:

Agent takes the orders from the dealers in the various ways:

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(a) Personal visit – Agents visit their dealers on regular basis to get orders, payment clearances and also make them aware about the new schemes, new prices, new offers, new products etc.

(b) Through phone – Besides personal visit he also gets in touch with dealers through phones as well to attend their all types of quarries.

(c) Dealers visit – sometimes dealers also visit the company’s premises according to their convenience then agent & his personnel properly attends them update them about the progress of their orders & solve their quarries, if any.

Order form

To book a material an order form is designed. This form contains three copies having different columns to fill complete details about the order booking:

(a) Two copies are given to dispatch section which is approved by concerning sales officer. Out of these two copies, one copy is used by dispatch section for entering cops and other is kept in agent’s record.

(b) Third copy is handed over to party for their records.

Agents are required to submit the details of their order bookings to the company officials by 20th of proceeding month so that company can plan production of qualities & shades accordingly to be delivered in subsequent month.

To execute a dispatch, a challan slip is filled up by agent which further is required to verify by accounts section to confirm advance in hand, on getting the payment confirmation, the sales officer mark the slips ok by mentioning the rate to be charged & challan is sent to invoice section for execution.

Sometimes during the lean period, customers are also given targets and are awarded with scheme benefits.

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Monthly/ Quarterly Sales

target to agents

Issuance of samples, if demanded

Agents book orders from

dealers

Agents fill order form

Copy of order form:

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Issue of Samples: If any agent asks for sample then company official issues the same and a challan is made. One copy is handed over to the agent and other is kept by the invoice section. The security guard inside the warehouse issues a gate pass after checking the challan and recording the details.

2. Dispatch Advise given by sales office: After receiving the orders from agents, the production department is communicated with the same. The Invoice Section orders the goods accordingly through e-mails and telephone. The varieties available are sent by the commercial department within a day and in case a particular variety is not available then it takes around 3-4 days for production and then it is sent to dispatch section through Branch Transfer.

3. Branch Transfer: The goods as ordered by the invoice section are brought from commercial department to the sales office through vehicles. The commercial department

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issues four copies of invoice. The invoice contains details like quantity, Quality and price. Along with the invoice, there is a slip which is manually written and contains all the details of the goods but does not contain the price of the goods.

(i) As the goods enter the sales office, the security guard at the gate, checks the invoice and passes an entry in his inward register covering the quantity, date and time of entry and truck number.

(ii) The Invoice is then checked by the security guard at the sales warehouse who maintains separate inward and outward registers. He passes the entry in his books and records the details.

(iii) Then the goods are unloaded at the warehouse. The Quantity, Quality and shades are checked by the labour and are matched with the slip which contains all the details.

(iv) Out of the four copies, one copy is given at the kanda at the time of weighing the loaded truck, two copies are deposited in the office; one copy is sent back to the commercial department signed by the company officials.

(v) The official at the dispatch section records the entries in the system and updates the stock (with the help of a program in the ERP system, working is explained separately)

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4. Shipping: The next step is shipping.

(i) Order Slip: The Order Slip given by the agent is first passed to accounts officer who check the party’s due payments and financial status. He mentions the balance available of the party and then further passes the slip to the company official for approval. This slip is then sent to dispatch section for entering cops.

(ii) Cops: Its full form is Customer order processing system. The invoice official enters the COPS in computer system. The varieties and shades demanded by the customer are recorded and entries are passed which is known as COPS. It also signifies that these goods are readily available and are ready to dispatch to a particular party.

(iii) Shipping: The stock is then shipped from the godown i.e. the stock available for sale is shown as released. A packing list in the form of challan is made from the shipping. This challan has three copies which include the details of shades and quantity1. White Copy: The white copy is handed over to the worker who packs the goods as per the order.2. Yellow Copy: This copy is sent to the invoice section for billing3. Green Copy: This copy is sent to the dealer along with G.R.

Copy of shipping bill:

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Receiving orders from agents

Dispatch advice to commercial dept.

Branch transfer

Order slip

Mentioning Account

balance if any Credit/ Debit

Approval from sales

officer

COPSShippingBilling

4. Billing: The Yellow and green copy is then sent to sales section for the confirmation that goods are ready to leave the premises. Then the copies of challan are sent to the invoice section. The challan contains a shipping number which is used by the invoicing officer to check out the details and issue a Bill. The invoicing officer enters the shipping number in computer system which displays all the information of that transaction and the bill is made according to those details. The Bill contains four copies and separate bills are issued for goods to be sent through road transport and railways.

Modes of Dispatch of goods via Transport/ Railway (Self)

For Goods to be sent through transport

Out of the four copies of the bill,

1. One copy is handed over to the security guard for entries in his outward register and rest three copies are sent along with the goods to transporter.

2. One of these three copies is attached with road permit form as submitted by the party. This attached copy of bill is submitted by the transporter at the barrier and the rest of the copies are kept by them.

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3. Out of the two copies left, one is kept for records by the transporter and another is sent along with the goods to their branch or he can send both the copies along with the goods. Road Permit forms are submitted by the parties quarterly or annually. These forms are compulsory to be submitted at the barriers in some parts of India like U.P, Rajasthan, Bihar and some areas of West Bengal.

For Goods to be sent through railways/self

Out of the four copies of the bill, 1. One copy is handed over to the security guard for entries in his outward

register 2. Two copies are sent along with the goods to transporter. 3. Fourth copy is attached with the yellow copy of shipping bill and is kept in

record for the concerned agent. The task of transporting the goods from warehouse to railways is done by the contractors appointed by the company. The contractor charges Rs 35 per bale for every 60kg bale and Rs 50 per bale for every 96kg bale.

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Local parties are liable to pay the Vat @ 5.5% on the sale amount and out of state dealer are liable to pay CST @ 2% in case of registered dealer and 5.5% in case of unregistered dealer.

6. Forwarding Charges: The Company also charges forwarding charges from the parties whose goods are sent through road transport. The forwarding charges include the insurance of the goods (.01%) and charges of the packing material bales (RS 40/bale and Rs 35/carton).

7. Dispatching of the goods: At the time of dispatching the goods to the respective dealers, agents make a cross check with the goods and the copy of order form with them which helps them to keep the track of the quantity dispatched to the dealers and quantity to be dispatched. Under this dispatch process, the time of dispatch to the party is decided by the company officials.

8. Issue of Gate pass: The security guard after receiving the bill and recording it in his registers, issue a gate pass stating the weight and bundles to be dispatched. This gate pass is showed and submitted with the security guard at the gate who records the goods dispatched in his out-ward register and also checks that bundles mentioned on gate pass do not exceed or are less than the bundles actually going out.

9. Payment Collection: The payment can be made by parties in the following ways:(i) Cash Counter: The parties can deposit the cash at cash counter in the sales

office. (ii) Cheque/Demand Draft: The parties also deposit the demand draft/cheque

of the agreed amount in the HDFC bank account.(iii) Account Deposit: Parties can also deposit the agreed amount in the

account of Vardhman. Receipt of the amount deposited is send to the company through fax.

(iv) For Self – Full advance payment

10. C-form- C-forms are collected at the end of each quarter or annually from parties which are out of state and are registered under CST act with sales tax office. C forms are only issued to registered parties whatever may be the amount of sales in that quarter.

1. One Copy is deposited by the company to the sales tax office.2. One Copy is deposited by the dealer with the sales tax office.3. Last copy is kept by the company for records.

30

Copy of C-form

11. Issue of G.R: After the invoice is made, Goods are transferred from sales section to the transporter`s warehouse and with that three copies of invoice are also dispatched, out of which one copy is kept by the transporter for records, one copy is attached with the road permit to be submitted at the barrier and third copy of invoice is sent along with goods to their branch. The transporter issues three copies of GR out of which one copy is sent to sales section and one copy is sent along with goods and the third copy is kept with them for their records.

When GR comes to sales section, then the company official reprints the two copies of invoice containing the G.R. number. The concerned officer sends this G.R. along with other documents to party or bank after checking the status of the payment made by the party.

In case party has given the payment, the concerned person will send the reprinted invoice, copy of shipping challan and original copy of G.R. to the party.

In case party has not given the payment, the concerned person will send one copy of reprinted invoice, copy of shipping challan to the customer and letter of outstanding bill, just to remind the customer that his bill payment is due.

Customer can deposit cash in company’s bank account in Vardhman`s HDFC Bank a/c or by direct payment at their cash counters. When the customer pays the due amount in their respective bank accounts then they send a copy of receipt to the accounts section by fax or e-mail.

31

Copy of G.R.:

Incentives-

Incentives are the sort of reward given to the dealer by the company on achieving the certain amount of target in sales. These incentives are decided by the management. Presently the target to get these incentives from the company is on the basis of monthly sales of more than Rs 4, 50,000. This target is same for all the parties but the difference is on the percentage of incentive on each product for e.g. Incentive rate on hank is 1.2% and 1.7% is on ball, also on some products those are inferior the rate of incentive is very less and some products does not come under incentive scheme.

If any party fails to pay the amount of goods purchased by him then the outstanding interest can be adjusted against the amount of incentive. If the amount of interest is more than the amount of incentive then at that time the interest amount is adjusted from the incentive amount and rest of the amount is debited to the parties account and vice ve rsa.

Under the process of incentive, the details of sales made by each party is opened in the excel file and incentives are calculated. The officer then takes a printout of this file which has two copies. Out of these two copies one copy is sent to the accounts office and the concerned accounts officer verify the incentive and credit the amount in the party’s account and the another copy is retained by the invoicing officer.

Setting of the insurance claims –

32

Under the insurance, the company charges 0.01% from the dealers under the heading of the forwarding charges. Company charge this insurance from the dealers in order to cover the risks like goods stolen, fire, goods destroyed etc. In that case the dealer takes the ‘short certificate’ from the transporter if the goods delivered to the dealer are less from the actual quantity and in another case if dealer didn`t receive the goods, the transporter issues the ‘non-delivery certificate’ to the dealer. In case any loss occurs, dealers have to inform the company about the incident within 30 days and the insurance company gives the time of 45 days to the company to intimate them about the case. This time limit is fixed, so that the dealer will get the 100% claim, but if the company gets late in sending the intimation to the company, then insurance company might not give an insurance amount to the dealers. The dealers have to submit the certain documents to the company in order to get the claim from the insurance company.

These documents are:

(a) Certificate from the transporter (short certificate/non-delivery certificate)

(b) Letter head of the party

(c) Invoice copy

(d) Copy of builty (G.R)

(e) Copy of delivery challan

(f) Insurance declaration copy

(g) Claim bill

Monthly meeting is arranged by the company with the insurance company in order to set the claims and to solve and settle the old cases.

Different cases of insurance:

In case if goods delivered to the party are defective or the company has sent the wrong order to the concerned dealer, in that case agents set the claims with the dealers.

(a) If stock gets stolen, then the respective dealer will take the short certificate from the transporter`s office, in which the transporter mentions all the details and that short certificate is sent to the company, after which company sends that certificate to the insurance company and at last insurance company settles the claim.

(b) If stock gets destroyed then the dealer gets the non-delivery certificate from the transporter and the same process goes as explained above.

(c) If goods are returned by the dealer, then the amount of the goods returned is again credited to the customer account.

33

Duplicate Copy of G.R:

34

Sales Promotion Material:

Company also issues sales promotion material to the parties which includes bags, knitting bags, design books, banners, laminated posters and sign boards. The Company sets sales as the criteria to decide whether to issue sales promotion material to a particular dealer or not. Party communicates their requirement to their respective agent for the promotion material from the company. Every agent has been provided with the separate challan book for issuing the promotion material.

The Challan has three copies.

1. One copy is issued by the agents as per the requirement to the party and the company debits the account of party as per the charges of material.

2. Second copy is kept by security guard who issues the gate pass. 3. Third copy is sent along with the material to the transporter. The material is

transferred from warehouse to transport by the contractors through their personal vehicles.

Copy of challan:

35

CHAPTER 3

CUSTOMER SATISFACTION INDEX

36

CUSTOMER SATISFACTION INDEX

INTODUCTION

A customer satisfaction index combines the customer survey scores from different business

attributes to create a single customer satisfaction index that indicates the overall customer

satisfaction.

It is the ratio of respondent with excellent and good rating to the total number of respondent. It

will help us to know how many customers are satisfied from the services of Vardhman. We are

doing research on three types of services:-

Marketing and Sales Services

Logistic & After Sale Services

These two types of services are provided for Hand Knitting Yarn product and conducting

research and calculating Customer Satisfaction Index on these three types of services will help

us to know the percentage of Satisfied Customer and dissatisfied Customer. Getting these

Percentage will help them to improve their services and increase the perception of Dissatisfied

Customers.

37

OBJECTIVES

To Find out the Customer Satisfaction Index on parameters:-

o Marketing & Sales Services

o Logistic & After Sale Services

To know the Dealers response towards HAND KNITTING YARN Product of

Vardhman.

To have suggestions from Dealers to increase the satisfaction of Vardhman Services.

To identify the reason of dissatisfied consumer towards Vardhman Services.

RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. Research

methodology is a framework or blueprint for conducting the research. Here, it refers to the

methodology adopted for conducting research and calculating Customer Satisfaction index

on Vardhman Sales Services with Supply management. It includes:-

Scope of study

Research process

Data collection

Analysis of data and limitations of the study.

SCOPE OF STUDYVardhman Textile is Market leader in hand-knit yarn category. It is having 45% share of the

organized sector and 30% of the total market. Pan India total outlets approx. 4,000 with

Vardhman present at around 1,000 retail and around 1000 sub-dealers outlets in 650

cities/towns. Retail and Wholesaler segment is expected to accurately reflect the performance.

Hence the scope of study is limited to Retail and Wholesaler formats in HAND KNITTING

YARN Products. The scope of study is based on:-

Retailers

Retailers cum Wholesaler

Wholesaler

Knitter

38

Retailers

Retailers consist of small and large for-profit businesses that sell products directly to

consumers. To realize a profit, retailers search for products that coincide with their business

objectives and find suppliers with the most competitive pricing. Generally, a retailer can buy

small quantities of an item from a distributor or a wholesaler. For instance, a retail merchant

who wanted to purchase a dozen lamps could contact lighting distributors to inquire about

pricing.

Wholesalers

Wholesalers generally buy a large quantity of products directly from distributors. High-volume

purchase orders typically improve a wholesaler’s buying power. Many distributors provide

discounts for a certain number of items purchased or the total amount spent on merchandise.

Due to money & time constraint, it wasn’t possible to cover whole market of India. Therefore,

some of the dealers of few states has been taken for convenience. Hence, this study can be

further extended to other parts of India.

AREA TYPE OF DEALERS

Punjab and Haryana Wholesaler Retailers Both

J&K and H.P Wholesaler Retailers Both

Uttrakhand and U.P Wholesaler Retailers Both

M.P and Bihar Wholesaler Retailers Both

7 Eastern States & Rajasthan Wholesaler Retailers Both

RESEARCH PROCESS

The research process involves the various steps undertaken to complete the research. A brief

account of various aspects of research methodology is as follows:

Research Design

39

The research designs may be broadly classified as exploratory or conclusive. The primary

objective of the exploratory research is to provide insights into, and an understanding of, the

problem confronting the researcher. Exploratory research is used in cases when you must

define the problem more precisely, identify relevant courses of action, or gain additional

insights before an approach can be developed. Typically, such research is followed by further

exploratory or conclusive research.

The objective of conclusive research is to test hypothesis and examine specific relationships.

This requires that the researcher clearly specify the information needed. Conclusive research is

typically more formal and structured than exploratory research. It is based on large,

representative samples, and the data obtained are subjected to quantitative analysis. The

findings from this research are considered to be conclusive in nature in that they are used as

input into managerial decision making.

Data SourceFor the study purpose both primary and secondary data are used. The primary data collected

from sales men of the companies, customers and dealers dealing in the products of the

company. The secondary data collected from records of the company, retailers and dealers.

Primary Data

Primary data are information collected by a researcher specifically for a research assignment. In

other words, primary data are information that a company must gather because no one has

compiled and published the information in a forum accessible to the public.

Secondary Data

Secondary data are the data collected by a party not related to the research study but collected

these data for some other purpose and at different time in the past. If the researcher uses these

data then these become secondary data for the current users. These may be available in written,

typed or in electronic forms.

Research Approach

40

Survey of respondents is best suited for descriptive research. Companies undertake research to

learn about people’s PREFERENCE AND SATISFATCION. Therefore the current research

uses survey of respondents to get the required answers as it is descriptive research.

Research Instrument

Research Instruments used in collecting data is

Questionnaires

Telephone, Mobile Phone

Interview

Questionnaire

Questionnaire is a set of questions has been prepared to ask a number of questions and collect

answers from respondents relating to the research topic. A number of questions usually in

printed or electronic form are to be answered by the individuals. Questions asked to individuals

to obtain statistically useful information about a given topic. Questionnaires consist of a set of

questions presented to respondents (Dealers) for their answers. The questions may be closed-

ended, open-ended, or a combination of the two.

Telephone, Mobile Phone

Telephone and other devices can be used for collecting data verbally and written on fax from

respondents located away from the researcher and having these facilities plus the researcher

having their contact numbers.

Interview

In this method the interviewer personally meets the informants and asks necessary questions to

them regarding the subject of enquiry. Usually a set of questions or a questionnaire is carried

by him and questions are also asked according to that.

41

SAMPLING

Sampling is the tool used for gathering information from the population. The process of

selecting a sample from the population is known as sampling.

TARGET POPULATION

Target Population should be defined in the light of a research objective. Target Population is

the collection of object which possess the information required and about which an inference is

to be made.

TARGET POPULATION FOR THE PROJECT

AREA

Punjab and Haryana

J&K and H.P

Uttrakhand and U.P

M.P and Bihar

7 Eastern States and

Rajasthan

SAMPLING FRAME

A researcher takes a sample from population list, directory or any other source used to

represent the population. This list possesses the information about the subjects and is known as

Sampling Frame

AREA TOTAL NUMBER

OF DEALERS

Punjab Haryana 20

Uttrakhand U.P 20

42

J&K H.P 20

M.P Bihar 20

7 Eastern State Rajasthan 20

SAMPLING TECHNIQUE

A researcher has to decide the traditional sampling approach, whether to use probability or non-

probability sampling techniques also known as Random and Non-Random Sampling techniques

respectively.

Random Sampling

Each unit of the population has the same probability of being selected as part of the sample.

There are some cases where random sampling is not possible.

Non Random Sampling

Every unit of the population does not have the same chance of being selected in the sample.

Some other factors like familiarity of the researcher with the subject, convenience are the basis

of selection.

Cluster Sampling (RANDOM)

It is also known as Area Sampling in which we divide the total population into non-

overlapping areas or cluster. Clusters are internally heterogeneous. A cluster contains a wide

range of elements that are good representatives of the population.

For this survey , Cluster of cities may be too large for surveying individuals. In order to

overcome this difficulty, the city can be divided into cluster of blocks and dealers may be

selected randomly from the blocks. The technique of dividing the original cluster into a second

set of cluster is called two stage sampling

SAMPLING SIZE

43

Sampling size refers to the number of elements to be included in the study. The nature of

research and analysis is important consideration while deciding the sample size. For qualitative

research, a small size is sufficient. For conclusive research, a large sample is required.

Time and resources are the two constraints on which the sample size of every research is based.

In our research sample size is 100.

AREA TOTAL

NUMBER OF

DEALERS

Punjab Haryana 20

Uttrakhand U.P 20

J&K H.P 20

M.P Bihar 20

7 Eastern State Rajasthan 20

TOTAL 100

44

CHAPTER 4

DATA ANALYSIS AND DATA

INTERPRETATION

45

SALES & MARKETING SERVICES

Nature of Business?

Frequency Percent Valid Percent

Wholesaler 7 7.0 7.0

Retailer 45 45.0 45.0

Both 48 48.0 48.0

Total 100 100.0 100.0

7%

45%

48%

NATURE OF BUSINESS

Wholesaler Retailer Both

The above data says that 48% of the dealers are Wholesaler cum Retailers and 45% of the

dealers are only Retailers and 7% of the dealers are only Wholesalers from the sample.

46

We can say that most of the dealers deals in Whoesaler cum Retailer business and only Retailer

business So Vardhman focuses on them with different Schemes to attract them.

Sale of Packing Category?

Frequency Percent Valid Percent

Hanks 3 3.0 3.0

All 97 97.0 97.0

Total 100 100.0 100.0

This Figure Says that maximum number of the dealers i.e. 97% of the dealers sell all three

Qualities (Hanks, Box and Lachhi) and 3% of the dealers deals only in Hanks packing category

from the given sample.

Main reason for selling Vardhman Product?

Frequency Percent Valid Percent Cumulative Percent

Brand 79 79.0 79.0 79.0

Quality 21 21.0 21.0 100.0

Total 100 100.0 100.0

47

79%

21%

REASON FOR SELLING VARDHMAN PRODUCTS

Brand Quality After Sales Services Others

This states that Brand is the main reason to sell Vardhman product, it means Customer

demands the dealers Vardhman Brand because of its name so we can also say that Vardhman

image as a Brand is quite good and 21% of the dealers replied Quality it means Quality of

Vardhman is also high which attracts the customer.

Brand positioning of Vardhman product in market?


Excellent 96 96.0 96.0 96.0

Good 4 4.0 4.0 100.0

Total 100 100.0 100.0

96% Excellent means that Vardhman image of Brand is very high we can justify this as

Vardhman is Market leader in Hand knitting Yarn Business because of Brand. 4% says that it is

good so Vardhman can improve their brand value

Quality of Vardhman Product?

48


Excellent 76 76.0 76.0 76.0

Good 24 24.0 24.0 100.0

Total 100 100.0 100.0

76% of Dealers says that Quality of Vardhman Product is Excellent and 24% of Dealers from

taken sample says that it is good it means Quality of Vardhman Products are high but still there

is some scope of improvement. But overall Quality is good because there is no sign of Average

or Below Average Rating

Information related to products?


Excellent 43 43.0 43.0 43.0

Good 46 46.0 46.0 89.0

Average 10 10.0 10.0 99.0

Below Average 1 1.0 1.0 100.0

Total 100 100.0 100.0

Excellent Good Average Below Average0

5

10

15

20

25

30

35

40

45

50

4346

10

1

Information Related to Products

49

According to the samples, 43% said information related to products is excellent and 46% said it

is good and average 10 and 1 is below average it means that there is scope of improvement in

information related to products. It can be information of new products or it can be of new

shades cards some of them not getting information of new products and new shades so they

must take some step to improve it.

Services by Sales Agent?


Excellent 39 39.0 39.0 39.0

Good 53 53.0 53.0 92.0

Average 8 8.0 8.0 100.0

Total 100 100.0 100.0

Excellent Good Average Below Average 0

10

20

30

40

50

60

39

53

8

0

Services By Sales Agent

This data states that 39% are satisfied with the services given by sales agent and 53% are

expecting more from the sales agent and 8% are not satisfied with the sales agent. It is due to

50

the number of sales visit and few services by the sales agent and sales staff i.e. proper

knowledge of products and clearing various issues of Dealers so they can improve in this

segment.

Competitive Pricing?


Excellent 37 37.0 37.0 37.0

Good 63 63.0 63.0 100.0

Competitive Pricing states that price of products comparing with competitors, so 37% says that

it is excellent and 63% says that it is good. It means that dealers are aware of the brand value

and comparing with the competitors means Oswal and Ganga. Oswal is second best brand after

Vardhman and Ganga is also good brand but price of Vardhman, Oswal and Ganga are

different. But price is decided by the company after Analysing the Demand of the products in

the market.

Sales Promotional Schemes?


Excellent 63 63.0 63.0 63.0

Good 33 33.0 33.0 96.0

51

Average 4 4.0 4.0 100.0

Total 100 100.0 100.0

Excellent Good Average0

10

20

30

40

50

60

7063

33

4

Sales Promotional Scheme

Sales Promotional Schemes are the schemes used by the company to attract the dealers. The

above data states that 63% are satisfied with the schemes of bonus, discounts and 33% says that

there is scope of improvement and 4% said that competitors Sales promotional Schemes are

much good then Vardhman so they have to work on it.

Advertising & Sales Promotional Materials?


Excellent 75 75.0 75.0 75.0

Good 22 22.0 22.0 97.0

Average 3 3.0 3.0 100.0

Total 100 100.0 100.0

Advertisement and sales promotional materials are used to attract the dealers and then the

customers this increases the loyalty of the dealers and customers. According to the above data it 52

states that 75% likes the advertisement and promotional activities done by the Vardhman and

3% compares it with competitors and wants to get something new from the Vardhman.

LOGISTIC & AFTER SALES SERVICES

Packing of Material?


Excellent 56 56.0 56.0 56.0

Good 33 33.0 33.0 89.0

Average 6 6.0 6.0 95.0


Total 100 100.0 100.0


10

20

30

40

50

60 56

33

6 5

Packing Of Material

It states that 56% are satisfied with the packing of the material and 33% said it is good it means

there is scope of improvement but 6 % said it is average and 5% rated it as below average

which is due to the different packing used for different products. Comparing packing with last 53

year, packing changed which increased transportation cost but it is good for the quality and

some of the dealers are still demanding double packing which will reduce the cost so

Vardhman must find good solution to satisfy the dealers

Information of Invoice & Dispatch


Excellent 79 79.0 79.0 79.0

Good 9 9.0 9.0 88.0

Average 4 4.0 4.0 92.0


Total 100 100.0 100.0


10

20

30

40

50

60

70

80

9079

94

8

Information of Invoice & Dispatch

Information of Invoice and Dispatch, it is service provided by the Vardhman for the dealers and

the customers , Service of SMS i.e. message will be sent to the dealer during Invoice and

dispatch so that they must be aware whether the items are dispatched or not.

79% found this service as excellent and 9% said it is good there is scope of improvement on

this service, while 4% said it is average and 8% said it is below average which means that for

54

Dealers with average rating they are not getting information on registered mobile number and

for below average rating dealers they are not even aware of this type of SMS services.

Response time & Solution to Complaints


Excellent 81 81.0 81.0 81.0

Good 12 12.0 12.0 93.0

Average 4 4.0 4.0 97.0


Total 100 100.0 100.0


10

20

30

40

50

60

70

80

9081

124 3

Response time & Solution to Complaints

Response time and Solutions to complaints are the After Sales Services which dealers are

getting from the Vardhman for the products and if they are getting any problem regarding any

Sales Process or with the insurance policy they can write complaint to Vardhman and Solution

will be provided to them according to the policy

55

Now this above data means that 81% are satisfied with the solution of complaints and Response

time but 12% says that it is good it means there is scope of improvement and 4% and 3%

average and below average respectively is due to the pending complaints and the Response

time was very high


EXCELLENT GOOD AVERAGE POOR TOTAL

BRANDING

POSITION

96 4 100

QUALITY OF

PRODUCT

76 24 100

INFORMATION

RELATED TO

PRODUCTS

43 46 10 1 100

SERVICES BY

SALES AGENT

39 53 8 100

COMPETITIVE

PRICE

37 63 100

SALES

PROMOTIONAL

SCHEME

63 33 4 100

ADVERTISEMENT

& SALES

PROMOTIONAL

MATERIALS

75 22 3 100

TOTAL 429 245 25 1 700

56

BRANDING POSITIO

N

QUALITY O

F PRODUCT

INFORMATION RELA

TED TO PRODUCTS

SERVICES BY SALES AGENT

COMPETITING RICE

SALES PROMOTIO

NAL SCHEME

ADVERTISEMENT & SALE

S ROMOTIONAL S

CHEME 0

20

40

60

80

100

120

0

20

40

60

80

100

120

96

76

43 39 37

63

75

4

24

4653

63

3322

10 8 4 3

SALE & MARKETING SERVICES


57

CUSTOMER SATISFACTION INDEX = [(429 + 245) / 700] *100

= 96%

LOGISTIC & AFTER SALES SERVICES


PACKING OF

PRODUCT

56 33 6 5 100

INFORMATIO

N OF INVOICE

& DISPATCH

79 9 4 8 100

RESPONSE

TIME

81 12 4 3 100

TOTAL 216 54 14 16 300

CUSTOMER SATISFACTION INDEX = [(216+54)/300] * 100

= 90%

EXCELLENT GOOD AVERAGE POOR TOTAL0

20

40

60

80

100

120

56

33

6 5

100

79

9 4 8

100

81

124 3

100

LOGISTICS & AFTER SALE SERVICES

PACKING OF PRODUCT INFORMATION OF INVOICE & DISPATCHRESPONSE TIME & SOLUTION TO COMPLAINTS

58

COMMENTS (J&K AND H.P)

GROUP NAME TOWN COMMENTS

DINESH & CO MANDI) Problem in sms service

MAHAVIR TRADERS JAMMU Packing of wintershine issue

VEEKAY ENETERPRISES KULLU Improvement in sales

promotional scheme

CHAND PROV &GEN

STORE

SUNDER NAGAR Dealer meeting, biasness

with Sanjeev wool house

OM SAI RAM GEN STORE PANCHRUKHI BONUS ISSUE

OM ENTERPRISES MANDI Improve Bora packing

comparing Oswal

SUGGESTIONS

GROUP NAME TOWN SUGGESTIONS

MAHAVIR TRADERS JAMMU mail of new product ,

balance detail and bonus

details

VEEKAY ENETERPRISES KULLU improvement in sms services

CHAND PROV &GEN

STORE

SUNDER NAGAR Packing problem

OM SAI RAM GEN STORE PANCHRUKHI price list on mail

OM ENTERPRISES MANDI School dress shade issue

59

COMMENTS (RAJASTHAN & 7 EASTERN STATES)


M.M AND CO BIKANER credit note and debit note not

cleared

Cash discount not clearedNo sms service

BINOD FANCY STORE DIPHU Order booking, no information of shades

INDINEX GAWAHATI Courier service late.. documents arriving very late to this customer

SINGHAIA & CO JAAPIGIRI credit note still not cleared, no sms service

DHAWAN GENERAL SUPPLIER

JODHPUR c form pending demand

WOOL HOUSE JORHAT No sms service , improve box packing

KHIRVI WOOL HOUSE KOHIMA advertisement and promotional activities are less

DADU STORE TINSUKIA complaint not cleared

SUGGESTIONS

GROUP NAME TOWN SUGGESTIONSINDINEX GAWAHATI increase patti in packingDHAWAN GENERAL SUPPLIER

JODHPUR Account statement of 2015

WOOL HOUSE JORHAT Improve packing slipKHIRVI WOOL HOUSE KOHIMA problem in transport

60

COMMENTS (U.P& UTTRAKHAND)


CCHOICE CENTRE AGRA bundle mein problem

Cartoon fat jata h

no sms service

ROSY WOOL &

GARMENTS CENTRE

BAREILY scheme not cleared

information of shades not

available

G.B WOOL STORE KANPUR increase schemes for

wholesaler

Poor packing quality. You ca

charge more for the packing

but use good material for

packing

SUGGESTIONS


NARSIGH DAS SUMAN

KUMAR

HALDWANI vardhman showed new

product in meeting but still

not having clue when will

those product come in market

61

COMMENTS (M.P & BIHAR)


SAJAN GENERAL STORE BHIND 50 gm packing … problem in

packing quantity

AKHTAR HUSSAIN DEHRIOSONE Packing. cost of

transportation

ABHIROOCHI INDORE baby angel packing problem

SALUJA STORE LAKHISARAI Delivery problem. late

delivered

VINDYACHAL PRASAD MOTIHARI Complaint solution is

pending

LADIES DRESS PATNA no sms service

WOOL HOUSE RANCHI bill time se nhn ata _courier

service problem

SUGGESTIONS


RAJAN SHINGER STORE BARGANIA Price rate is very high. Ganga

price is very less

M.R. ENTERPRISES BHAGLAPUR plz do proper supply (facing

problem while selling

product at wholesale price

due to improper supply as

per the demand)

NAVRANG WOOL HOUSE BUXAR packing of 25 bundle

increase them to 30 and it

will reduce cost of

transportation

KESRRI WOOL HOUSE DUMRAON increase box in cartoon leads

62

to transportation cost

ABHIROOCHI INDORE complaint claim issue

LADIES DRESSES PATNA Double packing

COMMENTS (PUNJAB & HARYANA)


SANJEEV TRADING

AGENCY

AMBALA ___no information related to

products, MARGIN IS

VERY LESS

SANJAY GEN STORE BHIWANI Full Order never come to

small dealers biasness to

others. ___no information of

any schemes

ROSY WOOL HOUSE CHANDIGARH _no information – written

Shade information _

No benefit

Chote scheme h … margin is

very less …….

_(cash discount 3% … flat

incentive 2%) oswal and no

information in vardhman

BHARAT TRADERS HISSAR packing hopeless __

_services of sales agent is

not good

_no sms service ___

_solution of complaint - it

takes lot of time_______

RAJ KUMAR VIJAY

KUMAR

KAITHAL late delivery

YOGESH EMPORIUM SONIPAT jet black colour is dull _

_improve quality said by

customer to dealer

63

VARIETY GARMENTS YAMUNA NAGAR _increase scheme __

_schemes of competitor are

much good then Vardhman

SUGGESTIONS


SANJEEV TRADING

AGENCY

AMBALA ___beware of new

competitors (local

companies)

SANJAY GEN STORE BHIWANI Oswal invites small Delaers

to meeting but Vardhman

didn’t

Sanjeev Oswal Wool house LUDHIANA Vardhman must take care of

Customer and dealers

64

CHATER - 5

CONCLUSION &

RECOMMENDATION

65

CONCLUSION

After analysing the data and calculating Customer Satisfaction Index and Reading comments &

Solutions given by the Dealers:-

CUSTOMER SATISFATION INDEX FOR MARKETING & SALES SERVICES ARE

96%

CUSTOMERS ARE FULLY SATISFIED WITH THE BRAND VALUE OF

VARDHMAN

CUSTOMERS ARE SATISFIED WITH THE QUALITY OF THE PRODUCTS

11% DEALERS ARE NOT SATISFIED WITH THE INFORMATION RELATED TO

PRODUCTS

8% DEALERS ARE NOT SATISFIED WITH THE SERVICES OF SALES AGENT

& STAFF

PRICE OF VARDHMAN IS SATISFACTORY BECAUSE OF THE BRAND

4% DEALERS SAYS THAT THEY SHOULD INCREASE SALES PROMOTIONAL

SCHEMES

3% DEALERS THINKS THAT ADVERTISEMENT & SALES PROMOTIONAL

MATERALS OF COMPETITORS ARE GOOD THEN VARDHMAN

CUSTOMER SATISFACTION INDEX FOR LOGISTICS & AFTER SALES

SERVICES ARE 90%

11% DEALERS FACE PROBLEMS WITH PACKING OF MATERIAL

12% DEALERS DONOT GET INFORMATION OF INVOICE & DISPATCH

7% DEALERS ARE NOT SATISFIED WITH THE RESPONSE TIME AND

SOLUTIONS TO COMPLAINT BECAUSE VARDHMAN TAKE LONG TIME FOR

THE SOLUTIONS

66

RECOMMENDATION

Vardhman should focus on issues that truly drive customer satisfaction

INFORMATION RELATED TO PRODUCTS

Vardhman must email the product information to dealers.

SERVICES BY SALES AGENT

Visit of Sales Agent and staff must be increased

SALES PROMOTIONAL SCHEMES

Vardhman can increase attractive Sales promotional schemes before Competitors

PACKINNG OF PRODUCT

Vardhman should focus on packing of material

INFORMATION OF INVOICE & DISPATCH

Dealers who are not getting SMS Services, they should get information on registered mobile

Also Mobile application can be introduced for tracking the order

RESPONSE TIME & SOLUTION TO COMPLAINTS

Should respond to messages Promptly & Keep the customers informed. Even if problem cannot

be solved right away, let the customer know that Vardhman people are working on it

67

CHAPTER 6

QUESTIONNAIRE

68

CUSTOMER DETAILS

Name of the Dealership : ___________________________________

Address : ___________________________________

___________________________________

State : ___________________________________

Phone No : ___________________________________

E-mail Id : ___________________________________

Name of the Person : ___________________________________

Nature of Business

Sale of which Packing category of Vardhman product:

Main reason for selling Vardhman Product

Brand

Quality

After Sales Services

Others

____________________________________________________________________________

___________________________________________________________________________________

69

WHOLESALER RETAILERS

LACHHIBOXHANKS

CUSTOMER SATISFACTION RATING

Please rate the following parameters as per the rating codes

EXCELLENT 10GOOD 8AVERAGE 5BELOW AVERAGE 3


EXCELLENT

(10)

GOOD

(8)

AVERAGE

(5)

BELOW AVERAGE

(3)

BRAND POSITIONINGQUALITY OF PRODUCTINFORMATION RELATED TO PRODUCTSSERVICES BY SALES AGENT COMPETITIVE PRICINGSALES PROMOTION SCHEMESADVERTISEMENT & SALES PROMOTIONAL ACTIVITIESLOGISTIC & AFTER SALES SERVICES

PACKING OF MATERIALINFORMATION OF INVOICE & DISPATCHRESPONSE TIME AND SOLUTION TO COMPAINT TOTAL

70

COMMENTS, if any rating is AVERAGE and BELOW AVERAGE

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

SUGGESTIONS, (future improvements)

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

71

REFERENCES

72

http://vardhman.com/

https://mspartner.microsoft.com/en/us/pages/sales%20and

%20marketing/customer-satisfaction-index.aspx

http://www.theacsi.org/the-american-customer-satisfaction-index

http://www.instituteofcustomerservice.com/10560/UK-Customer-

Satisfaction-Index-UKCSI.html

http://www.unisa.edu.au/Global/business/centres/i4c/docs/Customer

%20Satisfaction%20Index.pdf

Vardhman/ Annual Report 2013-2014

Vardhman/ Annual Report 2012-2013

Vardhman Previous Years Project Reports

73

http://www.unisa.edu.au/Global/business/centres/i4c/docs/Customer%20Satisfaction%20Index.pdf

http://www.unisa.edu.au/Global/business/centres/i4c/docs/Customer%20Satisfaction%20Index.pdf

http://www.instituteofcustomerservice.com/10560/UK-Customer-Satisfaction-Index-UKCSI.html

http://www.instituteofcustomerservice.com/10560/UK-Customer-Satisfaction-Index-UKCSI.html

http://www.theacsi.org/the-american-customer-satisfaction-index

https://mspartner.microsoft.com/en/us/pages/sales%20and%20marketing/customer-satisfaction-index.aspx

https://mspartner.microsoft.com/en/us/pages/sales%20and%20marketing/customer-satisfaction-index.aspx

http://vardhman.com/

project reoprt on csi

Documents