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An Industrial Project Report Winter Project

ON

SUBMITTED IN PARTIAL FULLFILLMENT OF THE REQUIREMENT OF BBA PROGRAMME LAXMI PROJECT

PREPARED BY ROLL NO. CLASS TOPIC COLLEGE ACADEMIC YEAR : Neogi Abhishek Rajendra : 15 : T.Y. B.B.A. : Service Quality Study : Laxmi Institute of commerce, Sarigam : 2010-11

Under the guidance of: Internal Guide

Mr. Virag Shah (college guide)

External Guide
Mr.Anil B Sharma& Mr.Shravan B Sharma (Director)

GRADUATE CENTRE LAXMI INSTITUTE OF COMMERCE, SARIGAM. AFFILIATED TO VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT

Company Certificate
Laxmi Project,Umbergaon
This is to certify that Mr.Neogi Abhishek Rajendra, a student of Laxmi Institute of Commerce, Sarigam has undergone the training in our organization for the duration of three months i.e. from 1ST December, 2010 to 28th February, 2011. This training was a part of his curriculum. During the above said period, he was exposed to the working of various departments in our organization. During his training he was found to be regular in attendance. He applied himself diligently and industriously towards the training assignment allotted to him. We wish him very successful and bright future.

Date:

Mr.Shravan B. Sharma

Mr.Anil B. Sharma

Our B.B.A course is the course constituting study of administration management and working activities of industries, for better function every industry needs talented and qualified executives. To reach this need. Our university has established such a disciplined course which includes the theoretical and practical aspect of various industrial matters.

The knowledge and guidance about theory subjects of industry is given by our learned professor also for the practical study of the same I got permission to visit Laxmi Project.

The report thus contains all the information of the company from its commencement till the last chain of production with detailed study of all the department and specialization in marketing department.

Though, the preparation of this project report is my own work, I have received help from many quarters. I am thankful to all those who helped me in caring out this work.

I express my deepest of gratitude towards Mr.Anil B Sharma of Laxmi Project & all members of unit; with their admirable co-operation the completion of the report has been possible.

It gives me great pleasure in thanking my supervisor Mr. Virag shah Sir. Without his ever ready help, whole hearted guidance, never ending encouragement and enthusiasm, it was difficult to bring this project to its present form.

I the undersigned Neogi Abhishek Rajendra student of T.Y. B.B.A hereby declare that the project work present in this report is my own work and has been carried out under the supervision of Mr. Virag Shah of Laxmi Institute of Commerce.

This work has not been previously submitted to any other university for any examination.

Yours Faithfully, Date :Place:-Sari gam

___________ (Neogi Abhishek Rajendra)

Every time and for everybody it is not possible to read the whole Report but if a person wants to have a quick overview but at a same time not a superficial look, executive summary serves the purpose. Executive Summary as the name suggest truly summaries the whole report so that the person can have an idea by just reading this part that should he go ahead, whether this is of any importance to him or only a certain part. This report is about the Quality Service of Laxmi Projects in industries of Umbergaon. The report begins with the introduction of the blower industry, the company overview, its products and offerings & brief departmental study. The next comes the very essential part that is the Research Methodology, here how has the researcher progressed in the entire report is given, starting with the Title of the study, the problem statement, the objectives as to why this study has been carried, the research design applied, where are data collected from, the population and the sample size, the analysis and structure of report. The next is the most important and the core part of the study that is the Data analysis, which is the heart of the report as to whatever calculation done to get the desired solutions is shown here in the detail format. Step by step progress of the study is shown so that the reader gets the complete idea on the ways the final solution is arrived at, here a small interpretation is also given as to what is the result of the calculations. The next is the Findings of the study, after the thorough efforts put down by the researcher what findings came out which can be beneficial to the reader. The later part consists of Conclusion that is from the whole study what the final word is and whether the objective for which the training is undertaken is served or not. Followed by the recommendations that arises out of the study. The next part is the Bibliography where all the sources from where various data are collected including books, various researches and websites are enlisted. The third and last part of the report consists of the Annexure which includes the questionnaire used for data collection.

TABLE OF CONTENT Sr.No. Chapter 1 Particulars Company overview Industry overview Company overview -company profile -vision and mission -Board of Directors -clients list -terms and condition of order -organization chart -product range of company Page No.

Chapter 2

Theory and Literature Review

Chapter 3

Research methodology -problem definition -research objective -methodology

project time period nature of data -research design -data sources -tools and techniques -sampling -type of study -tools for data collection

Chapter 4

Analysis and interpretation

Chapter 5 Chapter 6

Findings, Suggestion and Conclusion. Bibliography

Chapter 7

Annexure

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Name of the Company Address

: :

LAXMI PROJECT.
2802 / B, III Phase, G.I.D.C., Umbergaon 396 171. Dist. Valsad (Gujarat)

Contact No.

Tel.: + 91 260 2563946, 2561146. Fax: + 91 260 256 4146 Total Area 30,000 sq. ft. Covered Area 18,000 sq. ft. Open Area 12,000 sq. ft. 50 K.W. Proprietor Established January 1993. Mr.Shravan B. Sharma Mr.Anil B. Sharma Manager / Staff 2 Administrative 3 Supervisor 2 Draft Man 2 Skilled Workers 12 Semi-Skilled 7 UN Skilled 20 Steel Market, Casting Foundries, Fabrication in House, Machining in House Assembly & Testing in House Painting in House As per IS Standard IS 4894 / AMCA 210 As per ISO Grade 6.3/2.5 1940

Area

Connected Power Type of Company Year of Establishment Board of Directors

:
: : :

Organization set up

Sources of Major Components Of equipment, whether in house Fabrication or bought out items

Testing Facilities of Equipment

Balancing

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Aiming High:

We should be one of the largest Blower manufacturing Companies in the Country. Our growth in size will be through continuous review of potentials of the existing manufacturing resources, strategic acquisitions and expansions Quality Quest:

Product quality, consistency and customer service will be pursued as an act of faith throughout the organization. Pursuit Of Excellence:

The growing size of our business permits us to have an R & D set up of our own. We shall continuously challenge methods, systems, operating parameters. We shall constantly review our manufacturing systems to upgrade quality and value of products. Value Addition:

To ensure customer satisfaction by providing world class products and engineering services

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The new millennium will bring with it new challenges and greater opportunities. The 21st century will most certainly see the unfolding of a period of extraordinary possibilities and incredible developments bringing about more fundamental changes in the global economy than the last 200 years. The successful corporates will be those who equip themselves to meet the challenges and convert opportunities into winning strategies. If we are to keep pace, it is imperative that we learn to successfully tread the global pathway. However it must be remembered that it is not enough to adopt a set of values and just leave them in place. In order to move with the changing times, values and ideas must be ceaselessly reexamined so as to ensure that they are in tune with the organizations goals. The Laxmi Project is committed to contribute its might in making the 21st century an "Indian Century".

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Stringent quality testing facility and all products are ISO 9001:2000 certified. Highly competitive prices. Speed up delivery of orders. Efficient post sales services

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This company was started in Jan. 1993 for the manufacture of Centrifugal and Axial FlowFans based on renowed designs from all over the world. From a small start of a few engineers& executives today we employ over 50 people. Presently we have two units in Gujarat Manufacturing Blowers. We also have extended our activity in pollution control equipments. The technology available has been improved & updated which has today brought thecompany to a leading position and we take pride in our management & staff to achieve thisreputation & name in the field. We are working & striving to become the best in fan manufacturing. We are also in torchwith developed countries for upgrading our technology for energy efficient Fans. LAXMI PROJECT is one of the leading manufacturer of Air handling equipments like Centrifugal Blower, Industrial Blower, Induced Draft Fan, Forced Draft Fan, Primary Air Fan, DIDW Fans, Axial Flow Fans, Multiclone Fly Ash Collector, Pulse Jet Bag Filter, Rotary Airlock, Cabinet Blower, Hot Air Blower, Tube Axial Fan, Primary Air Fan, Damper, Mechanical Seal, Humidification-Plant, Dust Collection System, Bag Filter, Oil Cool Bearing Housing etc. Currently we are serving the global industrial market with our base in India. LAXMI PROJECT was established by a group of young entrepreneurs with ambitious plans and assisted by a team of top technocrats in the line. OUR STRENGTHS Voluminous industry experience Successful accomplishment of large number of projects One stop source for all air handling and ventilation requirements Integrated work approach enabling complete customer satisfaction Customized solutions requirements to meet your exacting

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Infrastructure : Our infrastructural set up is one of the biggest strengths. Our state-of-the-art production unit helps us to engineer premium quality products. We continuously upgrade our technologies to keep pace with our competitors. Our engineers are engrossed in innovating new concepts for the ease of our clients. Quality : Since the inception of our company, we have maintained high quality by using best quality raw material and efficient manufacturing practices. To maintain the trust of our clients, we endeavor to improve our products and strive to elevate the standards of quality. Our team of experts maintains a strict vigil during the manufacturing process to ensure that the products are flawless. Why we? High quality products for multiple application available under one roof. We specialize in making customized equipment to best suit the requirements of our clients Stringent quality testing facility and all products are ISO 9001:2000 certified. Highly competitive prices. Expedite delivery of orders. Efficient post sales services

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Laxmi Project markets the products by the manufacturing units situated in Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The types of fans vary considerably and we are manufacturing in various designs to meet the applications and requirement of the customers. Laxmi Project as a recognized and dependable supplier of high quality products approved by various agencies and inspection standards and they enjoy the patronage of highly reputed companies in Air conditioning and also in allied fields. This enables the company to get repeat orders, thus improving the competency and Commitment toward existing clients. Laxmi Project markets the products by the manufacturing units situated in Umbergaon (Gujarat) where we are manufacturing Centrifugal & Axial Fans. The types of fans vary considerably and we are manufacturing in various designs to meet the applications and requirement of the customers. Laxmi Project as a recognized and dependable supplier of high quality products approved by various agencies and inspection standards and they enjoy the patronage of highly reputed companies in Air conditioning and also in allied fields. This enables the company to get repeat orders, thus improving the competency and Commitment toward existing clients.

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The company is headed and managed by experienced techno crafts in a professional manner. The rich experience of the involved team in the field makes our working customer friendly. Laxmi project have often utilized the services of various consultation firms for design, quality control, management and other aspects of the organization which in itself projects the modern outlook and the desire for a continuous on going improvement. The company management has always had the policy to update their product range as well as implement the modern techniques both in production methods and management. They have always tried to understand the needs of the industry and develop their organization to meet the challenge of the changing environment. The management has always considered customer satisfaction of upmost importance and has built this philosophy of the company to the root levels. A satisfied customer is the best advertisement for any company and the management has never compromised on this even at the cost of losing money which they have lost on many occasions. The management believes that any commitment given by the company must be fulfilled at all costs even if outside expertise has to be sought.

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Laxmi Project has adopted very strict quality control measures to ensure that a uniform acceptable quality, keeping in view the requirements, of the products and the applications met at all times. Laxmi Project understands that the quality requirements differ with the applications and recognizing this fact has laid out different types of norms to be followed depending on the requirement of the clients, consultants, the applications and the accuracies needed. To ensure that all our products meet performances guaranteed to the clients, we have performance testing set-ups which enable us to test fans as per IS and AMCA standards. The company has had the occasion to test fans, with impeller diameters of 2000mm. and above, be it at reduced RPM such that the maximum power consumption does not exceed 75 horse powers. To ensure that the impellers and the rotors meet the balancing standards set by international and / or National Standards, we have precision balancing machines and stroboscopes for analyzing the vibrations of the assembled finished products. To further standardize and ensure a uniformity of production. We have continuously added machines, the latest one being profile Copying Nibbling Machine which also copies whole punching to match those of the templates exactly. This is a continuous process in keeping with the philosophy of the management and the addition of machines or equipment is need based with no constraints in capital investment. The tooling including templates, jigs, Fixtures and dies are continuously modernized and new ones added to improve their range of products and their quality.

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The company has over the last decade standardized the designs, quality control procedures, testing procedures and various other aspects to ensure a uniform quality and interchangeability in the products. They have widened their ranges of the products Considerably during the period. If any of the skills in designing or development was missing in-house they have never hesitated in engaging consultants, advisers and other personnel for guiding them and helping Them in developing various products. Every now and then, new products are added to the range. We have been continuously in touch with the developed countries for technology up gradation.

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Esteemed Domestic Clients Aarti Industries Limited. Agarwal Paper Mills Limited Anchor Health & Beauty Care Private Limited Atul Limited (Colour Division) Aalidhra Tex Tool Engineers Pvt. Ltd Apsara Art Material Private Limited Beekaylon Synthetics Limited. Bilag Industries Ltd. Batliboi & Company Limited BRG Iron & Steel Co. Pvt. Ltd. Cello Household Appliance Chandan Steel Limited Donear Synthetics Limited En-pro Project & Engineering Services ElectroTherm (I) Ltd Grindwell Norton Limited Gujtex Engineering Company Harish Textiles Engineers Limited Hindustan Inks & Resign Limited Vapi, Gujarat Vapi, Gujarat Daman, U.T. Umbergaon, Gujarat Dadra, U.T. Umbergaon, Gujarat Silvassa, U.T. Vapi, Gujarat Udhana, Surat Denkanal, Orissa Daman, U.T. Umbergaon, Gujarat Silvassa, U.T. Surat, Gujarat Thaltej, Ahmedabad. Uran, Maharashtra Surat, Gujarat Umbergaon, Gujarat Vapi, Gujarat

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Industrial Blowers Limited IPCA Laboratories Limited Jindal Iron & Steels Limited JSW Steel Limited Kalind Steel Limited Kirloskar Electrodyne Limited Klenzaids Bioclean Devices Pvt. Limited. Kansai Nerolac Paints Limited Lupin Limited Micro Inks Limited Gautam Chemicals Srivaari Chemicals (p) Ltd New chemi Industries LTD Jalaram Chemicals Manav Bio-chem pvt LTD BASF Devarshi Petro-chem (p) LTD Chemisol Industries Anuj Chemicals Sarjak Chemicals Parth Products Aroma Industries Sabero N R Agrawal Industries LTD

Vapi, Gujarat Silvassa, U.T. Tarapur, Maharashtra. Vidhyanagar, Karnataka Ahmedabad, Gujarat. Pune, Maharashtra Umbergaon, Gujarat Ratnagiri, Maharashtra Tarapur, Maharashtra Vapi, Gujarat Mumbai Andheri Vapi Sarigam Ahmedabad Mumbai Vapi Vapi Mumbai Vapi Vapi Ankleshwar Sarigam Vapi

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India Glycols LTD Amit Chemicals Industries Jaysons Chemicals Industries Boc Gases S R Chemicals Param Chemicals Nocil LTD

Andheri Vapi Mumbai Ahmedabad Ankleshwar Valsad Thane

Estimated International Clients

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Axial Flow Fan

Our company is recognized as one of the preeminent Axial Flow Fan Manufacturers and Exporters from India. Our Axial Flow Fans are ideally designed to meet the industrial requirements of ventilation and air conditioning. Our Axial Flow Fans are also used for exhaust in all most all the industries. Our Fans are designed to provide efficient trouble free service & reduce the initial operating cost to minimum. The blade impellers are made of cast aluminum alloy and M.S sheet. The blades are directly mounted upon the motor shaft and the impeller is aerodynamically designed.

Propelled by (Hydraulic, Electrical, And Pneumatic / CNC): Electrical Capacity: 5.0 Hp to 20 Hp Special Features: More air volume Low noise level Technical specification: Fan sizes from 180 mm up to 2500 mm Volume flow from 750 m3/h up to 100000 m3/h Pressure from 5 mm up to 75 mm

Applications:

Pressurization Ventilation Humidification

Evaporative cooling towers Fume exhaust system Dry spray paint

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Centrifugal Blower
We are well-established as one of the dependable Centrifugal Blower Manufacturers & Exporters from India. Our Centrifugal Blowers are suitable for all applications requiring considerably higher pressure than those can be achieved using centrifugal fans. The side channel exhausters are used in all those applications requiring an operating vacuum higher than the one achievable by a fan, but not as to require the use of a vacuum pump. Moreover, the rotating parts are not in contact with the casing of the blower. Therefore, there is no friction during operation, and thus no internal lubrication is necessary. Gas moving through the Centrifugal Blower remains uncontaminated and completely free from oil. Capacity: 0.55to 15 hp Special Features:

Low noise level Higher Air flow ratio 100%oil free air Minimal and simple maintenance Compact and rugged
Applications:

No vibration and complete dynamic stability Pulsation free discharge Cooler running bearings Easy installation Suitable for environmental protection

Centrifugal blowers are suitable for very Transfer of paper sheets wide field of applications Dust collector Vacuum transfer of components / sheets Sorting / counting of cards/envelopes / papers Beverage bottling / labeling / Drying

Blowing away debris / sucking away Paper / sheet / boards drying debris Printing machineries Air bearing Furnace fuel burning Medical / dental suction units Agitate and aerate water in spa / whirlpool / swimming pool / fishing tanks / aquaculture Waste disposal and waste management systems

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Agitation of liquid bath to clean

Air knives

Keeping yarn / threads/ product in place Vacuum cleaners and dust collectors during processing / sewing / knitting Provide air cushion to handle delicate material like glass

Bag Filler
One of the most efficient systems for separation of fine particles or removing solid contaminants from air exhaust gases or recovery of material is the bag filtration. It provides high efficiency. The dust which is filtered from air / gas collects inside the bag. It is then removed by means of manual / mechanical / electrical / reversed air cleaning.
Attributes:

Low temperature, high filtration (100%) applications Filtration at high temperature up to 400 C or more Fuel gas from coal-fired blowers in power plants Dust capture from solid waste incineration Filtration of toxic gas with high content of polluting metallic elements Filtration of corrosive and other chemically active dust Arrest of high value dust such as gold, silver and titanium

Special Feature: 1. 2. 3. 4. 5. 6. Inlet centrifugal blower gives maximum cyclonic effect. Inspection doors for easy access for maintenance Heavy duty construction. Provision for waste spray and screw conveyer. Effective separation of inlet/outlet gases. Fitted with rotary valve for continuous operation.

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Induced Draft Fan

High volume medium pressure fan For Blower, Induced Draft,Incinerators,Bag Houses,Sintering Machine and other industrial application. Fan available in heavy duty construction with or without inlet box.

Distinctive features
Range of impeller diameters for each size of fan matching required flow and pressure condition. Available in V-Belt drive/Direct Couple drive arrangement. Designed for direct conveyance of highly abrasive material and heavy dust. For handling fibrous materials, the fan is constructed with special impeller design. Designed for handling gases with temperature (up to 400oc) specially designed fans, to handle even higher temperature can be supplied.

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Forced Draft Fan

Medium volume medium pressure fan
For supply of air for combustion system, cooling, Drying, Conveying, Glass Blowing Burners, Cupolas and other industrial Application.

Distinctive Features
Range of impeller diameters for each size of fan matching required Flow and Pressure condition DITECT DRIVE Low running cost, Reliavle operation, modest space requirement, Low installation cost, Low maintenance cost, it can also be available in Coupling Drive or V-Belt Drive Interchangeable impeller: Easy to adapt to altered Flow and pressure requirements. Backward curved impeller for High efficiency

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Industrial Blower

Industrial Blower

Industrial Blower

Industrial Blower

Cabinet Blower

Hot Air Blower

Tube Axial Fan

Tube Axial Fan

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DIDW Fans

Primary Air Fan

Damper

Mechanical Seal

Humidification-Plant

Dust Collection System

Bag Filter

Oil Cool Bearing Housing

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QUALITY PRODUCTS
Laxmi Blower air moving products are best known for their "industrial quality," a standard of manufacturing assuring certified performance, relentless dependability, and longevity.

CUSTOMER SATISFACTION
Being a customer centric organization, we always make an endeavour to satisfy our esteemed clients with our qualitative range of air pollution control and ventilation system equipment. Our meticulous workforce who is regularly trained enables us in the productive fabrication of our range in adherence to the industrial quality standards. Below cited are some of the reasons which make us different from others and enhance the level of customer satisfaction: Qualitative variety in the leading industrial price Robust infrastructural facility Absolute client satisfaction Ethical business policy with our clients Customized solutions of our designs

Our objective is to achieve the highest levels of satisfaction by developing our range of equipment in accordance with the latest drift and technology in the market. For this our team maintains regular interaction with our esteemed clients. We have been able to fulfil the varied industrial requirements of our clients, who are spread in different part of India. We also provide various payment options such as cash, and demand draft which aids our client in easy dealing with us. SHAPING SOLUTIONS Solving difficult and unique air moving problems has earned Laxmi Blower a reputation for exceptional performance and reliability. Whether its energy related or industrial processing or simply moving a precise volume of air, a staff of specially trained engineers will design a dependable fan that exactly fits your performance and dimensional requirements.

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Validity Central Excise Duty V. A. T. Inspection

: Our offer is valid for 30 days from this offer date. : Extra @16.48%. : Extra @ 4%. : At our works UMBERGAON before dispatch. Packing & Forwarding : Extra to your account as applicable.

Payments Delivery Guarantee/Warranty

: 40% advance and balance against Pro-Forma Invoice prior to dispatch. : Within 3 weeks from your confirmed Purchase order date. : The equipment supplied by us will cover a warranty period of 12 months or more from the date of invoice against any manufacturing defect. However, this warranty does not cover any bought out item, any replacement of part damage due to neglect, rough mishandling etc. at the customers factory.

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Fax Order Form

To place an order via fax simply print this form, fill in the information below and fax the completed form to. If you have any questions please visit http://www.laxmiblower.com/contacts.htm+ 91 260 2563946, 2561146

Order Information
Please verify that the product information is correct and select the format(s) you require.
http://www.laxmiblower.com/contacts.htm

Product Formats
Please select the product formats and the quantity you require. User License Quantity: _____

Contact Information
Please enter all the information below in BLOCK CAPITALS Title: Mr. Mrs. Dry Miss MS Prof

First Name: _____________________________ Last Name: _________________________________ Email Address: ______________________________________________________________________ Job Title: __________________________________________________________________________ Organization: _______________________________________________________________________ Address: __________________________________________________________________________ City: __________________________________________________________________________ Postal / Zip Code: ___________________________________________________________________ Country: __________________________________________________________________________ Phone Number: _____________________________________________________________________ Fax Number: __________________________________________________________________________

Payment Information
Please indicate the payment method, you would like to use by selecting the appropriate box. Payment by credit card Card Number: ______________________________________________ Expiry Date__________ / _________ CVV Number _____________________ Card Type (ex: Visa, Amex) _________________________________

Payment by wire transfer Payment by check Customer signature:

Please note that by ordering from Report linker you are agreeing to our Terms and Conditions athttp://www.laxmiblower.com/feedback.htm

--------------------------------------------------------------------------------------------------------------------Please fax this form to

+ 91 260 256 4146

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Customers form service expectations from many sources, such as past experience, word of mouth, and advertising. In general, customer compares the perceived services with the expected services. If the perceived service falls below the expected services, customers are disappointed.

1. Gap between consumer expectation and management perception:

-Management does not always correctly perceive what customers want.

2. Gap between management perception and service-quality specification:

-Management might correctly perceive customers want but not set a performance standard.

3. Gap between service-quality specification and service delivery:

-Personnel might be poorly trained, or incapable of or unwilling to meet the standard; or they may be held to conflicting standards, such as taking time to listen to customers and serving them fast.

4. Gap between service delivery and external communication:

-Consumer expectations are affected by statements made by company representatives and ads. (External communication distorts the consumers expectations.)

5. Gap between perceived services and expected services:

-This Gap occurs when the consumers misperceives the service quality.

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Based on this service-quality model, researchers identified the following five determinants of service quality, in order of their importance. 1. Reliability- The ability to perform the promised services dependably and accurately. 2. Responsiveness- The wiliness to help customers and to provide prompt services. 3. Assurance- The knowledge and courtesy of employees and their ability to convey trust and confidence. 4. Empathy- The provision of caring, individualized attention to customers. 5. Tangibles- The appearance of physical facilities, equipment, personnel, and communication material.
Reliability Providing service as promised Responsiveness Keeping the customer informed as to when services will be performed. Promote services to the customer.

Dependability in handling customers service problem Performing services right the first time Providing services at the promised time Maintaining error free records Employees who have knowledge to answer the customer question

Willingness to help the customer. Readiness to respond to customers requests

Assurance Employees who instill confidence in customers Making customers feel safe in their transactions Employees who are consistently courteous

Empathy Giving customers individual attention Employees who deal with customers in a caring fashions Having the customers best interest at heart Convenient business hours

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Tangibles Modern equipment Visually appealing facilities Employees who have a neat, professional appearance Visually appealing materials associated with the service

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The creation of customer satisfaction can provide several benefits, including the relationship between companies and consumers are pleasant, providing a good basis for the purchase and recreation of customer loyalty, and form a recommendation by word of mouth that can benefit the company. In researching satisfaction, firms generally ask customers whether their product or service has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying.

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We would be grateful if you could spare a few minutes to complete this Service Quality Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible. Please tick the appropriate box to indicate your degree of satisfaction. Where: 1 = Excellent, 2 = Good, 3 = Satisfactory 4 = Poor

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MEASUREMENT OF EFFECTIVENESS OF SERVICE QUALITY OF PRODUCTS OF LAXMI PROJECT.

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Service Quality Study shows a relationship between quality, market share, and return on investment.

Quality is a powerful competitive force

The project was to be carried out in 2 phases. To conduct survey on services offered by Laxmi Blowers.

Phase 1: To find out any deficiency in the services offered by Laxmi Blowers. Phase 2: To conduct research focused on the relationship between customer satisfaction and retention. To find the services/quality expected by the customers.

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The main objective of the study is to analysis the Quality Service of Laxmi Projects in the industries of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar.

Benefit of Research
This survey will helpful to the company in knowing their Service quality. This survey will be helpful to company in determine the amount to be spend on to improve service quality of the organization. This will also aware to company about problem that faced by customer. They can easily know about their position in their industry. They can also know about their strength and weakness. Company can also use research finding and recommendation for the problem that they faced.

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Research Data Source Research Method Research Tool Type of Questionnaire Type of Questions No of Questions Place

: : : : : : : :

Descriptive Primary Data, Secondary Data Survey Method Questionnaire Structured Open & Closed ended 14 Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar

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Sampling design is one of the most important aspects where the design must be appropriate in order to have the desired result. Sampling design includes various aspect and they are as follows:

Sampling Area Sample Size

Vapi,Umbergaon,Mumbai,sarigam & Ankleshwar

50

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The method used in the research (survey) is of probability type as I am unaware about the results. It can be either of the side. It is area of Vapi, Umbergaon, Mumbai, sarigam & Ankleshwar city under which I have conducted the research. The research is based on Convenience Methods I used the questionnaire as my data collection tool. This is so because I want to know the Service Quality of the company. This can be done by using questionnaire.

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Data is the information collected from various sources. It is concerned with gather accurate and proper knowledge about the problem that is in hand. Formally there are 2 types of gathering information namely primary data and secondary data. The study is based on two data:

(A) PRIMARY DATA Primary data is the data which is based on current facts and it is the first hand data collected by the researcher for the first time regarding the research problem under study. The primary data is collected through structured questionnaire in order to obtain the desired information. (B) SECONDARY DATA It is the published data and is readily available. It contains all past records and references. It is the data that have already been collected for the purpose of other than the problem at hand of researcher. The secondary data is collected through company websites, books and past reports.

In the project we have gone through both PRIMARY and SECONDARY data collection using Questionnaire and other sources

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There are two type of study: Census study It involves a complete enumeration of the elements of populations or study objects or groups at a point in time with respect to well defined characteristics. It involves the study of whole population.

Sample study A sample is a finite part of a statistical population whose properties are studied to gain information about the whole. Here the study is sample study as the sample sizes are defined.

In this project we have gone through SAMPLE STUDY of the clients and non-clients of LAXMI PROJECT.

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1. In evaluating your most recent customer service experience, was the

quality of service you received:
Very Poor Unsatisfactory Average satisfactory Superior 2 14 14 16 4

service exp
service exp

14

14

16

Interpretation:Above chat shows that 32% think the quality of service they received was satisfactory, 28% are average, 28% unsatisfied, 8% superior and 4% very poor with the quality of service experience.

Objective of the Question:The objective of research is to evaluate the customer service experience quality.

Conclusion:So we can say that the quality of service is satisfactory.

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2. The process of getting your problem resolved was:

Very Poor Unsatisfactory Average satisfactory Superior 2 2 16 26 4

resolving problem
resolving problem

26
16 2 2 4 resolving problem

Interpretation:Above chat shows that 4% think process of getting problem resolved was very poor, 4% are unsatisfied, 32% think its average, 52% are satisfied and 8% think process of getting problem resolved was superior.

Objective of the Question:The objective of research is to evaluate the process of getting problem resolved.

Conclusion:So we can say that the quality of service is satisfactory.

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3. How would you rate the overall quality of Laxmi Project product:
Excellent Good Fair Bad Unacceptable 16 31 2 1 0

Overall Quality
Overall Quality

16

31
2 1

Interpretation:From the above graph we can conclude that 32% think the overall all quality of Laxmi project is Excellent, 62% think its good, 4% think its fair and 2% think its bad.

Objective of the Question:To determine the overall quality of product of Laxmi Project.

Conclusion:From the above graph I came to conclusion that the overall quality of product of Laxmi Project according to its customers is up to the expected level.

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4. In your most recent customer service experience, how did you contact the representative?
in person By telephone Internet 5 25 20

contacting customer representative

in person By telephone Internet

20

25

Interpretation:From the above graph we can conclude that 10% contact customer service representative in Person, 50% by Telephone and other 40% by Internet.

Objective of the Question:To determine the ways which is more favorably used by customers to contact customer service representative.

Conclusion:From the above graph I came to conclusion that most of the customers use Telephone to contact the customer representative and other mode used favorable is Internet.

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5. The customer service representative as very well-mannered.

Strongly disagree disagree Neutral agree Strongly agree 0 14 14 18 4

nature was very well-mannered

nature was very well-mannered

14
0 Strongly disagree disagree

14

18 4

Neutral

agree

Strongly agree

Interpretation:From the above graph it can be interpreted that 28% disagree, 28% neutral, 36% agree and 8% strongly agree that the customer service were very well mannered. Objective of the Question:Objective was to determine what the customers think about the customer service representative were very well mannered.

Conclusion:From the above graph I concluded that customer representative were very well mannered about behaving with their customers.

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6. Which of the following qualities of the service representative stood out as being superior?
Patient Enthusiastic Listened carefully Friendly Responsive Problem Solver 4 7 6 8 9 16

qualities of customer representative

qualities of customer representative

16

Interpretation:From the above graph it can be determined that 8% patient, 14% Enthusiastic,12% listening carefully,16% Friendly 18% responsive and 32% Problem Solver are some of the qualities of customer service representative that stood out. Objective of the Question:To determine which qualities of the customer service representative that customers like the most.

Conclusion:From the above graph I concluded that customers like the quality of problem solving of customer service representative.

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7. What qualities of the customer service representative annoyed you?

Not patient Not enthusiastic Didn't listen carefully Unfriendly Unresponsive No qualities annoyed me 6 9 8 7 4 16

20 15 10 5 0

16 7 4

customer service annoyed you

Interpretation:From the above graph it can be determined that 12% not patient, 18% Not enthusiastic, 16% didnt listen carefully, 14% unfriendly, 8% Unresponsive & 32% no qualities annoyed me.

Objective of the Question:To find out what qualities of customer service representative annoyed the customers

Conclusion:It can be conclude that No qualities of customer service representative annoyed the customers.

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8. The customer service representative handled my call quickly.

Strongly disagree disagree Neutral agree Strongly agree

2 12 10 17 9

20 17 15 10 5 0 Strongly disagree disagree 2 12 10 9

Neutral

agree

Strongly agree

handeled my call quickly

Interpretation:From the above graph it can be interpreted that 4% strongly disagree, 24% disagree, 20% neutral, 34% agree and 18% strongly agree that there call are handled quickly by the customer service representative. Objective of the Question:To determine how quickly the calls are handled by customer service representative

Conclusion:It can be concluded that customers think their call are well handled.

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9. What would best describe your experience, when you called?

Kept me waiting on hold Had to explain several times Didn't know how to handle problem Had to ask others Spoke slowly No improvement needed
20 15 10 5 0

6 4 12 18 2 8
18

12 4 2 experience when you called 8

experience when you called

Interpretation:From the graph it can be determined that 12% kept me waiting on hold,8% had to explain several times,24% didnt know how to handle the problem,36% had to ask others,4% spoke slowly and 16% no improvement needed this was the customer experience when they called. Objective of the Question:To determine the experience of the customer when they called the customer service representative.

Conclusion:It can be concluded that the customer service representative had to ask others senior personels.

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10. The customer service representative was very knowledgeable.

strongly disagree disagree Neutral agree Strongly agree 2 6 7 23 12

25 20 15 10 5 0 strongly disagree 2

23

12 6 7

disagree

Neutral

agree

Strongly agree

customer service representative knowledgeable

Interpretation:From the above graph it is found out that 4% strongly disagree,12% disagree, 14% neutral and 46% agree and 24% strongly agree that the service representative were very knowledgeable. Objective of the Question:To determine how knowledgeable are the service representative.

Conclusion:It can be concluded that the service representative are knowledgeable.

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11. The customer service: Gave me the wrong information Didn't understand the question Gave unclear answer Couldn't solve problem Disorganized No improvement needed 4 6 9 3 6 22

25 20 15 10 5 0

22 3
6

customer service provided info.

Interpretation:From the above graph it is interpreted that 8% Gave me the wrong information,12% Didnt understand the question,18% Gave unclear answer,6% couldnt solve problem,12% Disorganized and 24% no improvement needed in the customer service. Objective of the Question:To determine the problems with customer service.

Conclusion:It is concluded that the customer service needs no improvement.

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12. The waiting time for having my question addressed was satisfactory .
Strongly disagree disagree Neutral agree Strongly agree 2 6 14 21 7

25 20 15 10 5 0 14 21

7 Strongly disagree

disagree

Neutral

agree Strongly agree

waiting time for the solution

Interpretation:From the above graph it is found out that 4% strongly, 12% disagree, 28% Neutral, 42% agree and 14% strongly agree with the questions addressed by customer representative were satisfactory. Objective of the Question:To determine the waiting time for questions being answered.

Conclusion:It can be concluded that customers think time taken by customer representative is up to the expected level.

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13. My phone call was quickly transferred to the person who could best assist me:
Strongly disagree disagree Neutral agree strongly agree 0 8 9 20 13

20 15 10

20

8
0

13

5
0

Strongly disagree

disagree

Neutral

agree strongly agree

transfer of call to the best person who can assist me

Interpretation:From the graph it is found out that 16% disagree, 18% neutral, 40% agree and 26% strongly agree that the phone calls were quickly transferred to the person who best assisted. Objective of the Question:To know whether the call are transferred to the person who had good knowledge about the problem.

Conclusion:It can be concluded that transfer of call is up to the expected level according to the customers.

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The quality of service provided by customer representative is satisfactory. The overall quality of product is up to the mark. Solving the problem according to the customer is the quality of service representative that stood out. The customer service representative should be trained well to solve customer problems. Customers are satisfied with the time taken to solve their queries. More service engineer should be appoint so that problem can be solve fast & Training is also given to customer service representative people to perform well. Feedback from the customer should be taken after a fixed period of time & corrective action should be taken.
It is also find out that company should focus on communication task with customer.

GENERAL FINDINGS

According to the customers and Industrial knowledge it came into my knowledge that the senior members are well aware and knowledgeable about different problems that occurs. If the organization can approach the clients at an regular interval under warrantee period and ask for any problems related to the product they are using this will satisfy the customers and help in creating more customers

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The company is satisfying its customers by quality service experience. From the research it can be concluded, that the customers are satisfied with the company quality services. The company should regularly check its service team and make continuous changes required.

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I. As per the result about 68% of the customers are satisfied with the problems tackled by the service personnel. II. Here those who do not satisfy with service personnel, the company should pay more attention to them. III. Here Laxmi Project should have to give more efforts to provide better services to customers and to reach at a better position. IV. The company should focus on the problem faced by service representative.

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Reference book Marketing management (by Philip kotler) Website WWW.Google.Com www.laxmiblower.com Other material Company report

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ON
Service quality

LAXMI PROJECT
1. In evaluating your most recent customer service experience, was the quality of service you received: Very poor unsatisfactory average satisfactory Superior 2. How many years/months of warranty you expected from the company: -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

3. The process of getting your problem resolved was: Very poor unsatisfactory average satisfactory Superior

Quality 4. How would you rate the overall quality of Laxmi Project product: Excellent Good Fair Bad Unacceptable

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Customer Service Representative 5. In your most recent customer service experience, how did you contact the representative? In Person By Telephone Internet

6. The customer service representative as very well-mannered. Strongly disagree disagree Neutral agree Strongly agree

7. Which of the following qualities of the service representative stood out as being superior? Patient Enthusiastic Listened carefully Friendly Responsive Problem Solver

8. What qualities of the customer service representative annoyed you? Not patient Not enthusiastic Didn't listen carefully Unfriendly Unresponsive No qualities annoyed me

9. The customer service representative handled my call quickly. Strongly disagree disagree Neutral agree Strongly agree

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10. What would best describe your experience, when you called? Kept me waiting on hold Had to explain several times Didn't know how to handle problem Had to ask others Spoke slowly No improvement needed

11. The customer service representative was very knowledgeable. Strongly disagree disagree Neutral agree Strongly agree

12. The customer service: Gave me the wrong information Didn't understand the question Gave unclear answers Couldn't solve problem Disorganized No improvement needed

13. The waiting time for having my question addressed was satisfactory. Strongly disagree disagree Neutral agree Strongly agree

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14. My phone call was quickly transferred to the person who could best assist me: Strongly disagree disagree Neutral agree Strongly agree

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: Company Name Address