SUMMER TRAINING REPORT

ON
CUSTOMER SATISFACTION
IN

Submitted in partial fulfillment of the requirements of

Management of Business Administration: Affiliated to
M.D. University, Rohtak
(Session: 2006-2008)
Submitted To:

Submitted By:

The Controller of Examination

M.D. University
Rohtak.

Neha Malik
06/MBA/025
Third Semester

B.S.Anangpuria Institute of Technology Management

Village: Alampur,
Faridabad (HR) INDIA

Acknowledgement
I hereby take this opportunity to express my sincere and earnest gratitude to all those
whom I interacted and whose insights and thoughts helped me a lot in expanding my
reservoir of my knowledge and successful completion of project.

I would like to offer my sincere thanks to Dr.Mahinder Gautam (General manager of

HR Admn.) I am also grateful to Dr.Deepak Gupta, head of MBA deptt. BSAITM and
the entire faculty members without whose guidance and motivational encouragement this
project would have seemed impossible.

PREFACE
With deep sincerity and immense sense of pleasure, I had completed my training at this
technically marvelous plant of VITA INDIA LTD. (Milk plant fbd.) The purpose of
training is to understand customer satisfaction. It also develops favorable attitude on the
part of trainee in regard to actual satisfaction requirement in management skills,
industrial and human relation. My Eight weeks of training at this plant gave me enough
opportunity to fulfill the above stated needs of industrial training and I utilized the same
with best of my efforts.

Index

1 Company profile
Objective of the study
Limitations of the study
Research methodology
Collection of data
Data analysis and interpretation
Conclusion and suggestions
Bibliography

Company profile
Vita India Ltd, a US$1bn company, and one the largest & Indias fastest growing
electrical and power distribution equipment company, manufacturing products ranging
from building circuit protection, Industrial & Domestic switchgear, cables & wires,
energy meters, fans, CFL lamps, Luminaries for domestic, commercial & Industrial
application and modular switches.
Vita owns some of the prestigious global brands like Crabtree*, Sylvania, Concord:
martin, Lumiance, Claude, Sylvania: Linolite, SLI Lighting & Zenith.
With 94 branch / representative office and over 8000 professionals spread over 50
countries across the globe, the group has achieved rapid success in the past few years. Its
18 state of the art manufacturing plants spread over India, Europe, Latin America &
Africa churns out globally acclaimed products like switchgear, luminaires, CFLS. Etc.
Vita India Ltd is a name synonymous with excellence and expertise in the electrical
industry. Its 20000 strong global distribution network is always ready to service its
clients.
The company has acquired a number of International certifications, like CSA, KEMA,
CB, CE, ASTA, CPA, SEMKO, SIRIUM (Malaysia), SPRING (Singapore), TSE
(Turkey), SNI (Indonesia) and EDD (Bahrain) for various products. Today Havels and its
brands has emerged as the preferred choice for a discerning range of individual and
industrial consumers both in India and abroad.

The essence of its success lies in the expertise of a fine team of professionals, strong
relationship with associate, the ability to adapt quickly and efficiently and ably supported
with the vision to think ahead.

Company History

Commenced trading operations in Delhi.

1958:
1976:

Set up the first factory for Rewireable Switches and Changeover Switches at
Kirti Nagar, Delhi.

1979:

Set up a factory for HBC Fuses at Badli, Delhi.

1980:

Started manufacturing high quality Energy Meters at Tilak Nagar, Delhi.

1983:

Took over Towers and Transformers Ltd. And turned it around in one year to
profitably manufacture Energy Meters in the Company.

1987:

Started manufacturing MCBs at Badli, Delhi in Joint Venture with Geyer,

Germany.

1990 :

Set up a manufacturing unit at Sahibabad in UP for Changeover Switches.

1993:

Set up another factory at Faridabad, Haryana for Control gear Products.

1996:

Took over a manufacturing unit at Alwar, Rajasthan for Power Cables & Wires.
Entered a Joint Venture with Electrium, UK for manufacturing Dorman Smith
MCCBs and Crabtree Modular Plate Switches.

1997:
Took over Electric Control & Switchboards at NOIDA for manufacturing
customized packaged solutions.
1998:

Introduced high-end Ferraris Meters in Joint Venture with DZG, Germany.

2000:

1. Acquired controlling stake in Duke Arnics Electronics (P) Limited

engaged in manufacturing of Electronic Meters-Single Phase, Three
Phase, Multi Function, Tri Vectors.
2. Acquired controlling interest in an industry major-Standard Electricals
Ltd.

2001:

Acquired business of Vita Industries Ltd, MCCB of Crabtree India Limited and
Merged ECS Limited in the company to consolidate in it's area of core
competence.

2002:

Standard Electrical Company becomes a 100% Subsidiary of the company.

2003:

The company is posed for ISO: 14001 accreditation after successfully obtaining
ISO 9001:2000 certifications.

2004:

1. Set up factory at Baddi (H.P.) for manufacturing of Domestic

Switchgear.
2. Set up a plant for manufacturing of CFL at existing Faridabad Works
3. Set up a plant for manufacturing of Ceiling Fans at Noida
4. Set-up our own marketing office in London through our wholly owned
subsidiary Company Vita U.K. Ltd.
5. In December, 2004 placed 235 fully convertible debentures of Rs. 10
Laces on M/s. Shine Ltd., Mauritius and the debenture will be converted
in June, 2006

2005:

1. Set up factory at Haridwar (Uttaranchal) for manufacturing of Fans.

2. Awarded the KEMA certification by The Dutch Council for

Accreditation, making QRG the only group in India which has this
certificate
3. Set up of R&D Centre in Noida H.O...
4. Acquired a Greek Company: First International Acquisition
5. Crabtree India merged with Vita India.

Work Culture

QRG is continuously applying modern management techniques such as Kaizen to enable

employees to improve their day to day functioning in small steps, one at a time. QRG has
also implemented Japanese version of 5S, which stands for "a place for everything and
everything in its place". The company has introduced these techniques, as it firmly
believes that small changes add up to large results and the only way for a corporation to
grow, is to make its people grow.
Qualified and experienced professionals backed by a work force of over 4000 employees
drive the Group. All branches and manufacturing facilities are computerized and
networked with each other. An open door policy at all levels encourages employees to be
participated, innovative and creative. Empowering employees helps the organization in
harnessing individual talents to the fullest. Emphasis is laid on building team spirit,
which helps employees to realize collective potential.

Manufacturing plants
Powerful trends are shaping up industry for the 21st century. Because of rapid spread of
advanced technologies complexity of work is increasing - almost daily. With the state of
the art equipments and manufacturing facilities, QRG group is helping to boost safety in

workplaces from the factory to the offices, domestic buildings to commercial plazas. All
the manufacturing units are ably supervised and controlled by technocrats and industry
specialists.
The group has well managed, well-equipped tool rooms with machines like CCV Line,
CNC Machines, EDM Wire Cut, Spark Erosion Machines, Lathes and Surface Grinders.
Our strategic alliances with some of the leading technology corporations in the world of
electrical engineering ensure constant access to the latest developments in the
international markets, which are then adapted to the tough tropical conditions.
Our manufacturing units are fully equipped with the latest and most sophisticated
facilities in India. And in the hands of our highly qualified technical experts, this results
in some of the most advanced product development in the country.

Location
Vita India Ltd.
Locations

Haridwar, Uttaranchal
Products manufactured: Fans and CFLs

Baddi, Himanchal Pradesh

Products manufactured: MCBs, CFLs and Switches

Samepur Badli, Delhi

Products manufactured: MCBs, ELCBs and DBs

Tilak Nagar, Delhi

Products manufactured: Energy Meters

NOIDA, UP
Product manufactured: Fans

Alwar, Rajasthan
Products manufactured: Cables & Wires

Faridabad, Haryana
Products manufactured: CFLs and Industrial Products.

Gurgaon, Haryana
Luminaires and Lighting fixtures

Standard Electrical Ltd.

Location

Jalandhar

Products manufactured: MCBs, ELCBs, DBs, Wires and industrial switchgear.

Crabtree India Ltd.

Locations
o Gurgaon, Haryana
Products manufactured: Modular Plate Switches & Accessories
o Bhiwadi, Rajasthan
Products manufactured: Bathroom fittings & Accessories
TTL Ltd.
Locations
o Sahibabad, UP
Products manufactured: Trivector meters, Refrence Standard meters
o Hyderabad, AP
Products manufactured: Energy Meters 1 Ferraris, 3 Ferraris, 1 Electronic, 3
Electronic

Quality Control

The essence of quality at QRG is closely wrapped in the way we think, plan and work. It
finds its true expression when we extend beyond ourselves to exceed our customers
expectations. To deliver products that are safer, faster and simply better.
Each time, every time. Building customer confidence through teamwork is a top priority
to provide a wide variety of products and services.
Realizing and respecting the basic needs of customers to feel more secure, we've
committed ourselves to make our products better, safer and smarter than what he or she is
looking for. That's a passion that began 30 years ago and that's how it continues to be
even today. Our customers rely on us and it is our responsibility to give them the very
best. All our products are as per IEC standards.QRG have a simple rule on quality. If it
doesn't exceed customer expectation, it's not quality performance.

Certifications/ Approvals

ISO-9001: 2000 (all manufacturing units)

KEMA KEUR

CE

Smark

CSA

CB

SEMKO

SIRIUM (Malayasia)

SPRING (Singapore)

TSE (Turkey)

SNI (Indonesia)

COMPANY VALUES
1. Customer first
2. Respect for people
3. Passion
4. Teamwork
5. Speed of action
6. Seamless communication

Research and Development

Innovation is the hallmark of every vital development at QRG. New ideas, inventions
deepen scientific knowledge and give its work force a new impetus towards technical
progress.
QRG technological strengths and its endeavor towards continuous research &
development have allowed it to fulfill its responsibilities towards its customers. The
responsibility of providing its customers the best products and zero defect services to
enable them to be comfortable and secure in usage of electricity.

Safety Matters

Protection Against Electrical Shocks and Fire:

With the ever increasing of the usage of electricity in our daily lives, the risk of electrical
shocks and hazards related to electrical fire to overcrowded wiring and leakage due to
installation failure.
Poorly insulated apparatus, faulty wires or the incorrect use of an electrical device cause
current to flow through the wrong face (i.e. through the insulation) to the earth.
This current is called the "Leakage Current". Leakage current in an electrical system is
responsible for two major risks.

Risk of Electrocution (Electric Shocks)

Electrocution is the passage through human body, which is dangerous .The flow of
current through human body affects two vital functions

Breathing

Heart Beat

Electrocution can lead to muscle contraction causing respiratory paralysis, cardiac

fibrillation and immediate cardiac arrest resulting in death depending upon the magnitude
of the leakage current and the contract voltage.

Risk of Fire
Poorly insulated wiring or loose connections are enough to create fire hazards, a portion
of the current which normally flows in the conductor can find a way back to the earth
through these "leaks" and through materials with varying degrees of conductivity. These
materials are not intended to conduct current, and may get heated up to such a degree that
they will set fire to whatever they are in contact with (insulation, wood etc.). This is the
start of fire.
Solution
Earth Leakage Circuit Breakers installed in the circuit sense these leakage currents and
isolate the faulty circuit thereby ensuring safety against the hazards of earth leakage.
It is mandatory to install an ELCB in the incoming circuit for all installations except
those specified by the section 30 of the Indian Electricity Act, 1910.

Vita domestic presence

International business
QRGs International Business Division IBD is a dynamic team of professionals who are
committed to fulfill the aspirations of the organization in the international markets. This
team provides specialized sales, marketing and technical support along with services to
meet the challenging requirements of the modern day customer.
IBD caters its international clientele spread over 51 countries with offices in London,
Dubai, Dhaka, China, Nigeria, Sri Lanka and distribution networks in all major countries.
Despite the intense competition in the global electrical industry, Vita recorded a three
times growth of 8 million USD in the previous year and targets to cross 22million USD in
the current year.

OBJECTIVE OF THE STUDY

1. To check the satisfaction level of employees regarding their customer .

2. To study the number of factors, which create, customer satisfaction among
employees.
3. To study the various factor which create dissatisfaction among the employees
regarding their customer .
4. To maintain proper grievances handling procedure.

Limitations of the study

The study, although carried out with fullest possible efforts and devotion, the limitation of
time and resources available and limited area chosen may be lead to limited
representation of the universe. Anyhow, the major limitations of the study is:

1. Report cannot represent the entire population. The total survey or research was
done by random sampling method. Sample size was chosen as per convenience.
The results are not perfect for the conclusion study.

2. Some respondents may have considered filling the questionnaire as a boring task
hence biasness is possible.

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

It includes the following aspects:

Research design

Sample selection

Data collection

Method of data analysis

Limitations of the study

RESEARCH DESIGN
Research design used in this research is descriptive and analytical.

Descriptive research includes surveys and fact-findings enquiries of different kinds. The
major purpose of descriptive research is description of the state of affairs, as it exists at
present.

Analytical research includes facts or information already available, and analyzes these to
make a critical evaluation of the material.

SAMPLE COLLECTION
The sample size of this research consists:
For white-collar employees, 20% of total number, 120, of white-collar employees of the
following departments:
HR
Finance
Quality
Manufacturing
Maintenance
For blue-collar workers 10% of total number (700) of blue-collar workers of the
following departments:
Press-shop
Paint-shop
Shop floor
Molding shop
Assembly lines
Testing lab

DATA COLLECTION
Data collected for this research is primary data (as it is collected from the source of the
origin).

In this research data is collected through:

Questionnaires method
A questionnaires consists of a number of questions printed or typed in a definite order on
a form or set of forms.
In this research questionnaire method is used for white-collar employees.
Schedules method
This method of data collection is very much like the collection of data through
questionnaire, with little difference, which lies in the fact that schedules are being filled
by enumerator.
In this research schedule method is used for blue-collar workers.

For white collar employees

1. I am aware the company Vita overall strategy

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

2. I understood what company Vita as a company trying to achieve.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

3. My customer makes full use of my skills and talent, would you say
Strongly disagree
Disagree
Undecided
Agree

 Strongly agree
4. I get all necessary resources to perform my customer .
Strongly disagree
Disagree
Undecided
Agree
Strongly agree

5. I am encouraged to develop new and more efficient ways to do my work.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

6. I have an authority to take decisions.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

7. I get promotion on the basis of my performance.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

8. Company accomplishes my professional as well as personal goals.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

9. I get recognition for my work.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

10. My manger provides me with continuous feedback to help me.

Strongly disagree
Disagree
Undecided
Agree
Strongly agree

Suggestions:

For Blue collar workers

1) Are you satisfied with your working condition?
YES
NO
2) Does the top management consider your valuable suggestions?
YES
NO
3) Are you satisfied with the workload?
YES
NO
4) Training is provided to enable my customer well?
YES
NO
5) I am appropriately rewarded for my performance?
YES
NO
6) Workers work well together to solve problems and get the customer done.
YES
NO

7) Are you getting any benefits occasionally?

YES
NO
8) Are you satisfied with your working hours/ shifts?
YES
NO

Suggestions:

Method of data analysis

The data, after collection, has to be processed and analyzed in accordance with the
outline laid down for the purpose at the time of developing the research plan.

Processing operations includes the following:

1) Editing

2) Coding

3) Classification

4) Tabulation

5) Using percentages

For white collar employees

For Blue collar workers

Conclusion
On the basis of the survey it is concluded that overall white-collar employees are satisfied
with their customer.
Some suggestions given by white-collar employees are:
1. More development in manufacture.
2. More open environment and good communication with customers
3. More focus should be given on the growth of the company products
4. Service and polices should be provided to customers on the basis of performance
and hard work.

Bibliography

www.google.com
www.yahoo.com
www.vitaindia.com
C.R. KOTHARI