‐1‐

SUMMER INTERNSHIP REPORT

ON

Study of Client Satisfaction Level in

Hindustan Zinc Ltd. (Acid Business)

Submitted in Partial Fulfilment of the Requirement for the Degree

of Bachelor of Business Administration from Amity School of
Business, Amity University, NOIDA

Submitted to: Submitted By:

Mrs. Nidhi Gupta Mr. Zulfiquar Hadi
Lecturer, B.B.A. (2007-10)
Amity School of Business, Roll No.: A3906407G50
Amity University, Sec – 125, Enrolment No.: A3906407464
Noida – 201303 (+91-9910877534)
zulfiquarhadi@gmail.com
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‐2‐

Preface

Like many other universities and institutes, Amity School of Business

requires the students of Bachelor of Business Administration (BBA) to
undergo internship training at a business house of repute before awarding
the degree. I approached many business establishments out of which my
internship programme was arranged with Hindustan Zinc Ltd. (Udaipur,
Rajasthan).

Hindustan Zinc Ltd. (HZL) is a major producer of sulphuric acid which is a by-
product of their metal refining process. Sulphuric acid is used in
manufacturing of a variety of products. Clients of the acid business of HZL
are industrial houses engaged in manufacture of different commodities.
Because the company is in B2B (Business-2-Business) dealing, it did not
necessarily require deployment of any intensive marketing/advertising
method. However, it did require a built of customer relation and improvement
in the services rendered to boost its business and counter the competition.

As a marketing intern in Hindustan Zinc Ltd. (acid business), I found it

fascinating to go deep into the arena of research and study the acid
business’ initiatives towards marketing. Hence, in consultation with my
industry guide, I decided to explore depth of the big picture and undertake a
project for the same.

Zulfiquar Hadi
Udaipur,
2.07.2009
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‐3‐

Acknowledgement

Starting from my primary school teachers, it would be impossible to thank

all of the individuals who made, in one way or another, contributions in
making this project possible. I would like to gracefully thank Mr. Sanjay
Khanna (Associate General Manager & Head, Acid Business – HZL) for
providing me this research opportunity. I present immense thanks to my
industry guide, Mr. Jagdeep Singh (Associate Manager, Hindustan Zinc
Ltd.) and my faculty guide Mrs. Nidhi Gupta for providing me the grand
guidance during the research. I acknowledge the continuous support
provided by them throughout the study. I also acknowledge the assistance
provided by Mr. Varun Garg (Executive, Acid Marketing - HZL) and Mr. Amit
Ajeet (Executive, Commercial - HZL) during the project. I am earnestly
thankful to Mr. Ravi Gupta (Head, Corporate Learning and Development -
HZL) for helping me overcome the hurdles during the project.

I would like to express my deep and sincere gratitude to Prof. Alka Munjal,
who has, always, been a source of inspiration for me.

I am thankful to Mrs. Supriya Jha for providing me immense help in

designing the survey questionnaire cover letter.

I also owe many thanks to my senior secondary school teacher Mr. G.S.
Mongia who has influenced my professional career as much as my family.

I am extensively thankful to my great family, especially to my parents and

maternal uncle for providing me a great moral support
s upport during this project.

I would like to thank all my dear friends for their support and presence in my
life.
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‐4‐

Executive Summary

Hindustan Zinc Ltd. (HZL), an ancillary of Vedanta Resources, is a major

producer of zinc, lead, and silver in the country. Huge quantity of Sulphuric
acid is produced as a by-product of zinc and lead refining process which is
marketed to different manufacturing industries. This project was taken up
with the objects to quantify the current satisfaction level of the client
industries vis-a-vis  marketing procedures of HZL acid business, to identify
the factors that may improve the satisfaction level of the clients and to
formulate long/short term plans to boost the acid business of the company.
Response of the clients was obtained though a scrupulously
scr upulously prepared on-line
questionnaire. The survey was based on seven criteria for evaluation that
included Product quality, Services rendered, Responsiveness, e-Salesmate,
Product pricing, Complaint handling, and overall Experience with HZL.
Responses were quantified on the basis of marks scored and were
categorized as Delight, Satisfied, Average, and Below Average. Overall
rating of the company was 82.8% which is in delight range. E-Salesmate was
the most appreciated service (87.7%) followed by services rendered (85.8%)
and complaints handling (85.4%). Product quality (79.7%) and
responsiveness (77.2%) were found to be comparatively weaker areas which
need to be improved.
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‐5‐

Table of Contents

Chapter – 1 6

Introduction

Chapter – 2 22

Materials and methods

• Sampling
• Research design
• Methodology
• Analysis and interpretation

Chapter – 3 32

Results and discussion

SWOT analysis

Chapter – 4 72

Conclusion and recommendations

Chapter – 5 75

Future prospects

Chapter – 6 76

Appendix

Chapter – 7 167

References
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‐6‐

Chapter – 1

Introduction of Vedanta Group:

Vedanta, an over US $ 8.2 billion, Vedanta Resources plc (‘Vedanta’) is a
London listed FTSE 100 diversified metals and mining major. The group
produces aluminum, copper, zinc, lead and iron ore and also commercial
energy. Vedanta has operations
operations in India, Zambia
Zambia and Australia and
and a strong
organic growth
growth pipeline of projects. With an empowered talent pool
pool of
30,000 employees globally, Vedanta places strong emphasis on partnering
with all its stakeholders based on the core values of entrepreneurship,
excellence, trust, inclusiveness and growth.

Chairman – Mr. Anil Agarwal

Deputy Chairman – Mr. Navin Agarwal
Chief Executive Officer – Mr. Kuldeep Kumar Kaura

National presence

• Hindustan Zinc Limited (HZL)

• Sterlite Industries (India) Ltd (SIIL)
• Bharat Aluminium Company Ltd (BALCO)
• The Madras Aluminium Company Ltd (MALCO)
( MALCO)
• Vedanta Aluminium Ltd. (VAL) Lanjigarh
• Sesa Goa Limited
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‐7‐

Global presence
Copper Mines of Tasmania, Tasmania
Konkola Copper Mines, Zambia

Sterlite Group has also strong presence in Optical cables business through
Sterlite Optical Technologies Ltd. (a non Vedanta Company)

Project investments
Vedanta is slated to make a $7.5 billion investment programmed. First phase
of $2.2 billion completed on time and within budget. The next phase of $5.3
billion is under implementation and on schedule.
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‐8‐

INTRODUCTION OF STERLITE GROUP

Sterlite Industry India Ltd (SIIL), a part of Anil Agarwal Group is one of the
major players in Copper Industry. Twin star Holdings Ltd, Mauritius is the
parent company of the SIIL by holding 51% Equity in the later. SIIL in turn
controls Bharat Aluminum Ltd (BALCO) and Hindustan Zinc Ltd (HZL).

The company had in its Rs.551.5 cr bid for 51% stake of Balco. It plans to
make Balco the lowest cost aluminum producer over the next three years.
The company makes the substantial investment to make balco a world class
benchmark producer. Company’s vision to acquire Balco is to convert it into
into
a platform to move on and take on the International Market.
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‐9‐

The Shareholders have approved the scheme of arrangement and the same
has been filed in the High Court of Mumbai and Chennai. During 2001-02 the
company embarked on a capital restructuring exercise whereby the company
will purchase from its existing

Shareholders up to 50% of its existing equity share capital at a consideration

of Rs.150 per fully paid up equity share. The same was approved by the
Board and Hon’ble High Court of Mumbai and accordingly the company has
purchased 2, 00, 68,004 equity shares and the same has been cancelled on
26th August, 2002.

Today the govt continues to hold a major 49.92% stake in the company.
Before sell off its stake was 75.92% the chairman of the company is a govt.
appointee & the govt. still retains control over HZL board with 6 of the
present 11 directors.
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‐ 10 ‐

INTRODUCTION OF HINDUSTAN ZINC LTD

Hindustan Zinc Ltd. was created from the erstwhile Metal Corporation of
India (MCI) on 10th January 1966 as a Public Sector Undertaking in the
mining industry.

Industrial policy Resolution 1956 kept the extraction of ferrous and non-
ferrous mineral resources in the core sector keeping the right of extracting
the same exclusive to the government. Nationalization of Metal Corporation
of India is to been seen in the context. The authorized and paid up capital of
the company at the time of nationalization was Rs. 422.53 crores equally
divided into 422531900 equity shares of Rs. 10 each.

At the time of nationalization the company was having one mining unit i.e.
Zawar Mines, in the State of Rajasthan, one smelting unit i.e. Tundoo Lead
Smelter in the State of Bihar and another smelting unit is under construction
i.e. Debari Zinc Smelter in the State of Rajasthan – in its hand. The initial
production capacity of Zawar Mines unit was 500 TDP and that of the Lead
Smelter 500 TPA. After nationalization the government of India’s first task
was the completion of the Debari Zinc Smelter under construction and its
commissioning. The company has gradually increased its production
capacity so as to match the demand supply position of lead and zinc. Today
the Company’s market share is about 70% and it is continuously striving for
making the country a surplus one in respect of these two metals.
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‐ 11 ‐

HZL produces Zinc, Lead and by-products viz. Cadmium, Sulphuric Acid and
Silver. HZL achieved an all-time high production output of 81046.94 MT of
Zinc concentrate during 2007-08

Today HZL is India’s leading Zinc producer mine. It is one of India's leading
base metal producers, and is unique in the context of its technological
versatility coupled with vertical integration in several metals. HZL had
entered into a Memorandum of Understanding (MOU) with the Council of
Scientific and Industrial Research (CSIR) for setting up a nickel technology
proving plant of 10 tonnes per day. The technology is for extracting nickel
from overburden of chromite at the Sukhinda Mines in Orissa.

It has also signed an MOU with BHP Minerals, Australia, and is working on a
  joint venture project for exploration of base and precious minerals in
Rajasthan. The company has entered into yet another MOU with Vigego,
Vietnam and La- Source, France, for exploration at Pac-Lang for gold
prospecting in Vietnam. HZL has also entered into an arrangement with
Broken Hill of Australia for grassroots exploration of zinc, lead and other
minerals in Rajasthan. HZL was negotiating with another Australian
company, Pasminco, for exploration in the Ajmer district. The company has
completed exploration for evaluation of Gossan resource in parts of agpura.

The Company has been declared a "Mini Ratna". Its Zinc Smelters are
situated in Chanderiya, Debari and Visakhapatnam. It has lead-zinc mines in
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‐ 12 ‐

Hindustan Zinc Limited (HZL), which is an ancillary of Vedanta Resources is

a London listed FTSE 100 diversified metals and mining company. The
group produces aluminium, copper, zinc, lead and iron ore and also
commercial energy. HZL is the operating company of Vedanta in Lead, zinc
and Sulphuric acid business.

HZL is world’s leader in Zinc, Lead, silver and Sulphuric acid business. It is
the 3rd largest producer of Zinc and Lead in the world 2 .

Hindustan Zinc is India’s only integrated producer of zinc and lead and is
among the world’s leading integrated zinc and lead producers. Its metal
production capacity is currently 754,000 tonnes per annum. The smelters are
situated at Chanderiya, Debari and Visakhapatnam and the mines are
situated at Zawar, Dariba and Rampura Agucha. Hindustan Zinc has about
6,400 employees. The company is a subsidiary of Sterlite Industries (India)
Limited 3 .
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‐ 13 ‐

COMPANY’S VISION:

The vision of Hindustan Zinc Ltd. is to be a world-class global company,

creating value, leveraging mineral resources and related core c ompetences.

COMPANY’S MISSION STATEMENT:

• To be the lowest cost zinc producer on a global scale, maintaining

market leadership
• To attain one million ton zinc-lead metal production capacity by
2010
• To be innovative, customer oriented and eco-friendly, maximizing
stake-holder value 4
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‐ 14 ‐

SULPHURIC ACID

Sulphuric acid is produced as a by-product in the manufacture of Zinc by

Hindustan Zinc Ltd. The basic layout of hydro and pyro types of plants that
give SO2 as the output, which is then used to manufacture sulphuric acid is
given below:

HYDRO PYRO

Ore Ore
(Zinc + Lead) (Zinc + Lead)

Zinc Lead
concentrate concentrate
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‐ 15 ‐

HZL has acid manufacturing plants in Chanderia, Debari and

Vishakapatnam. A plant at Dariba is expected to be operational in upcoming
5
3-4 months .

No. of 
Plant Location Plant type Capacity per year
units

Chanderia 3 1 pyro, 2 hydro 7.5 lakh tons per year

Debari 1 Hydro 3.6 lakh tons per year

Vishakapatnam 1 Hydro 90 thousand tons per year

Dariba 1 ‐ ‐

Sulphuric acid is a clear, colourless, odourless, viscous liquid that is very

corrosive. As the largest-volume industrial chemical produced in the world,
consumption of sulphuric acid is often used to monitor a country's degree of
industrialization. Agricultural fertilizers represent the largest single application
for sulphuric acid (65%). Other uses include production of dyes, alcohols,
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‐ 16 ‐

DEFINING CUSTOMER

A person, willing to buy a product/service or having the ability to buy a

product/service can be called a customer. Every person who enters the
business is a potential customer. Even though they may not purchase
something today, they may purchase something tomorrow. What a
salesperson needs is a better way of determining who the customer really is.
One way of doing this is by understanding the steps of the buying and selling
process and then determining where the customer is in this process at the
moment the salesperson greets him.

For HZL, a customer is an industrial buyer, in other words a company who

buys Zinc, Lead, or Sulphuric Acid in bulk quantities for manufacturing,
processing or resale purposes and the terms of sale are mutually and mostly
personally agreed upon.
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‐ 17 ‐

INTRODUCTION TO THE TOPIC

CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with
the products and services provided by a business 7 . In simple, customer
satisfaction level is an indicator of willingness of a consumer to continue
using the services/goods rendered by a services/goods provider. To
determine the satisfaction level of a consumer, ranges can be developed
which can, then, be used to quantify the satisfaction status of a consumer or
the range of satisfaction in which a consumer falls.
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‐ 18 ‐

Satisfied: When the services provided by a business entity are as per the
expectation of a customer.
Average: When the services provided by a business entity are below the
expectation of a customer but he still
st ill continues the association.
Not satisfied: When the services provided by a business entity are worse
than the expectation of a customer and he seeks to shift to some other
services/goods provider.
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‐ 19 ‐

RATIONALE OF THE STUDY

There is moderate level of competition in sulphuric acid business in the

country. And there is a need to retain the interest of the clients
cli ents in dealing with
HZL. It was therefore, considered pertinent to evaluate the opinion of the
clients about acid business of the company. It is advantageous for a
company to build firm relations with its clients because loyal customers are
not expected to shift away in turbulent times. As a marketing intern in
Hindustan Zinc Ltd. (acid business), it was fascinating for the author to go
deep into the arena of research and study the initiatives of the company
towards marketing of sulphuric acid. The company is into B2B (Business-2-
Business) dealing and does not necessarily require implementation of any
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‐ 20 ‐

OBJECTIVES OF THE STUDY

1. To evaluate the present satisfaction level of the clients with operations

of HZL (Acid Business)

2. To identify the factors whose improvement may bring about an

upward shift in the satisfaction level of the clients and to recommend
appropriate steps for the same

3. To identify specific complaints of the clients

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‐ 21 ‐

LIMITATIONS OF THE STUDY

1. The sample size is not expected to be adequate which may be a

major limitation of the project.

2. Because the survey is going to be online. Response rate is expected

to be low.

3. Extreme rating by few of the clients may affect the overall result of the
survey.
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‐ 22 ‐

Chapter – 2
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‐ 23 ‐

St  ge 1: De inition

C oose a general topic Focus on a speci ic area

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‐ 24 ‐

METHODOLOGY

Customer satisfaction level was evaluated on the basis of seven parameters

namely (1) product quality, (2) services rendered, (3) responsiveness, (4) e-
Salesmate, (5) product pricing, (6) complaints handling and (7) Experience
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‐ 25 ‐

PRIMARY DATA

Primary research (also called field research) involves the collection of data
that does not already exist. This can be through numerous forms, including
questionnaires and telephone interviews amongst others. This information
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‐ 26 ‐

ANALYSIS AND INTERPRETATION

The designed questionnaire had 35 questionnaires. A 5-pointer rating scale

was developed using ordinal ranking.

In ordinal ranking, all items receive distinct ordinal numbers, including items
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‐ 62 ‐

Criteri a % rating obtained Status

The ratin of Karni Acid & Chemical ( ) Ltd. having lient code as Product Q uality 76% Satisfied
3279 wa evaluated using weighted average mean ethod & the Services Re dered 91% Delight
Responsiveness 48% Average
rating was found as represented in gr ph below. (R fer to eSalesmate 72% Satisfied
Appendi – XXII for detailed response of client & ev luation of the Product Pricing 80% Satisfied
Complaint Handling 80% Satisfied
same)
Experience ith HZL 80% Satisfied
Net Re ult 76.54% Satisfied

Karni Acid & Chem cal P.LTD 279

Satisfaction Range

91%
80% 80% 80%
76% 76.54%
72%

48%

Pr duct Quality: Services Re ponsiveness: Sale

Salesm
smat
ate:
e: Pr duct Pricing: Complaint Ex erience with Net result
Rendered: Handling: HZL:
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‐ 63 ‐

Criteri a % rating obtained Status

The ratin of Sunny Tr ding Co. havi g client code s 2336 was Product Q uality 73% Satisfied
Services Re dered 69% Satisfied
evaluate using weight d average m an method & the rating was
Responsiveness 72% Satisfied
found as represented i graph below. (Refer to App ndix – XXIII eSalesmate 88% Delight
for detail d response o client & evaluation of the same) Product Pricing 84% Delight
Complaint Handling 80% Satisfied
Experience ith HZL 80% Satisfied
Net Re ult 76.54% Satisfied

Sunny Trading Co. 2336

Satisfaction Range

88%
84%
80% 80%
76.54%
73% 72%
69%

Pr duct Quality: Services Respo

pons
nsiv
iven
enes
esss: eSa
Sale
lesm
sma
ate: Pr duct Pricing: omplaint Ex erience with et Result
Rendered: Handling: HZL:
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‐ 64 ‐

Criteri a % rating obtained Status

The ratin of Tedco Gr nites having client code as 1262 was Product Q uality 76% Satisfied
evaluate using weight d average m an method & the rating was Services Re dered 80% Satisfied
Responsiveness 80% Satisfied
found as represented i graph below. (Refer to App ndix – XXIV
eSalesmate 72% Satisfied
for detail d response o client & evaluation of the same) Product Pricing 60% Average
Complaint Handling 80% Satisfied
Experience ith HZL 80% Satisfied
Net Re ult 74.23% Satisfied

Te co Granites 1262
Satisfaction Range

80% 80% 80% 80%

76% 74.23%
72%

60%

Product Quality: Services Resspons

Re nsiiven
enes
ess:
s: eSa
Salles
esm
mate
te:: Product Pricing: omplaint Experience with et Result
endered: Handling: HZL:
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‐ 65 ‐

Criteri a % rating obtained Status

The ratin of Vidisha E ico having cli nt code as 31 7 was Product Q uality 73% Satisfied
Services Re dered 74% Satisfied
evaluate using weight d average m an method & the rating was
Responsiveness 60% Average
found as represented i graph below. (Refer to App ndix – XXV eSalesmate 84% Delight
for detail d response o client & evaluation of the same) Product Pricing 56% Average
Complaint Handling 87% Delight
Experience ith HZL 80% Satisfied
Net Re ult 70.77% Satisfied

Vidisha Exic 3107

Satisfaction Range

87%
84%
80%
73% 74%
0.77%
60%
56%

Pro uct Quality: Services Res ons

nsiv
iven
enes
esss: eSale
lesm
sma
ate: Pro uct Pricing: Complaint Exp rience with Net Result
Rendered: andling: HZL:
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‐ 66 ‐

Criteri a % rating obtained Status

The ratin of Rohit Sulf ctant Pvt Ltd. having client ode as 2842
Product Q uality 73% Satisfied
was eval ated using w ighted average mean method & the rating Services Re dered 74% Satisfied
was found as represented in graph below. (Refer to Appendix –  Responsiveness 60% Average
eSalesmate 84% Delight
XXVI for detailed response of client & evaluation of the same)
Product Pricing 56% Average
Complaint Handling 87% Delight
Experience ith HZL 80% Satisfied
Net Re ult 70.77% Satisfied

Rohit Sulfactant Pv Ltd 2842

Satisfaction Ran e

8 %
84%
80%
3% 74%
70. 7%
60%
5 %

Produc Quality: Services Respon si

sive
vene
ness
ss:: eSal
eSale
esm
smat
ate:
e: Produ
ducct Pricing: Complaint Experience with Net esult
Ren ered: Handling: HZL:
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‐ 67 ‐

Criteri a % rating obtained Status

The ratin of Star Che icals having client code as 2296 was Product Q uality 71% Satisfied
Services Re dered 69% Satisfied
evaluate using weight d average m an method & the rating was
Responsiveness 44% Average
found as represented i graph below. (Refer to App ndix – XXVII eSalesmate 80% Satisfied
for detail d response o client & evaluation of the same) Product Pricing 48% Average
Complaint Handling 60% Average
Experience ith HZL 60% Average
Net Re ult 65.58% Satisfied

Star Chemic ls 2296

Satisfaction Range

80%
71% 69%
65.58%
60% 60%
48%
44%

Pr duct Quality: Services Responsiveness: Sal

ales
esma
mate
te:: Pr duct Pricing: Complaint Ex erience with Net Result
Rendered: Handling: HZL:
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‐ 68 ‐

Criteri a % rating obtained Status

The ratin of Royal Tra ers having client code as 0 76 was Product Q uality 71% Satisfied
Services Re dered 69% Satisfied
evaluate using weight d average m an method & the rating was
Responsiveness 44% Average
found as represented i graph below. (Refer to App ndix – XXVIII eSalesmate 84% Delight
for detail d response o client & evaluation of the same) Product Pricing 60% Average
Complaint Handling 60% Average
Experience ith HZL 40% Not satisfied
Net Re ult 65% Satisfied

Royal Traders 0976

Satisfaction Range

84%

71% 69%
65.00%
60% 60%

44%
40%

Pr duct Quality: Services Responsiveness: Salles

Sa esma
mate
te:: Product Pricing: Complaint Ex erience with Net Result
Rendered: Handling: HZL:
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‐ 69 ‐

Criteria % rating obtained Status

The ratin of Royal Tra ers having client code as 3 79 was
Product Quality 54% Average
evaluate using weight d average m an method & the rating was Services endered 68% Satisfied
found as represented i graph below. (Refer to App ndix – XXIX f r Respon iveness 44% Average
eSale mate 88% Delight
detailed esponse of cli nt & evaluati n of the same
Produc Pricing 60% Average
Complain Handling 60% Average
Experienc with HZL 60% Average
Net esult 62.88% Satisfied

Royal Tra ers 3379

Satsfaction Range

88%

68%
60% 60% 60% 62.88%
54%
44%

Product Quality: Services Responsiveness: eSalesmate: Product Pricing: Complaint Experience with Net Result
Rendered: Handling: HZL:
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‐ 70 ‐

SWOT ANALYSIS BASED ON SURVEY RESULTS

Strengths:
eSalesmate and Complaint Handling  are the two areas which have the
highest rating and the clients seem to be very happy to use these two
offerings of Hindustan Zinc Ltd. The eSalesmate software package of the
company is indeed very much user friendly which helps the clients in various
ways. It takes 2 minutes to place a P.O. (Purchase Order). The time taken
by the eSalesmate software package between P.O. and S.O. (Sales Order)
is 30 seconds. The Acid marketing department takes complaint handling
as positive and displays cooperative attitude towards complaint handling.
The company has an online system where if a client posts complain, it is sent
to the respective department and a copy of it is sent to the Associate
Manager and Manager of the company. A constant reminder is sent to the
concerned person until complain is resolved.

Weaknesses:
Responsiveness and product quality  are the areas in which the acid
marketing department lags slightly. Most of the clients report dissatisfaction
with the time taken for release of sales order . Even product quality is
becoming a major issue. Few clients, sometimes, report concentration of
sulphuric acid below standard and impurity profile (in comparison to HZL
competitors) is sometimes above limit. This is the major weakness of
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‐ 71 ‐

Threats:
Inadequacies in Timely account reconciliation and Timely credit refunds 
are the two major threats for HZL, and if not looked into may result in shift of
buyers to some other supplier.
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‐ 72 ‐

Chapter – 4

Conclusions:

After further analysing the details of each criterion and the client feedback at
individual level, following conclusions were drawn.

1. Most of the buyers/clients/customers/traders feel that Hindustan Zinc

Ltd. (acid business) should provide a quality certificate with every
supply of tanker stating the quality, impurity profile and concentration of
the Sulphuric acid supplied.
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‐ 73 ‐

Recommendations:

For improvement of Product quality :

1. The Acid business department of Hindustan Zinc Ltd. may provide a

quality certificate/report to every buyer/client with every tanker
supplied/dispatched.

2. By decreasing impurity profile of metals like iron (Fe), in sulphuric

acid, HZL (acid business) may enter into new product segment like
battery and pharmaceuticals.

For improvement of Responsiveness :

1. There should be one person solely responsible for release of D.O.

(Delivery Order) as soon as it is issued by the marketing department.
This will result in better efficiency and effectiveness in the system.

2. At a particular sales office, responsiveness of the person sitting at

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‐ 74 ‐

2. The acid business department of the

of  the company may diversify into

other sectors like batteries and pharmaceuticals.

3. The company may also try to implement Total Quality

Management approaches like Six Sigma or Open Book policy to

further improve the efficiency of the

of  the department.
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‐ 75 ‐

Chapter – 5

1. This report can be used as an input for other research by taking into
consideration findings and recommendations presented here.

2. This report may form a basis for further research by the company in
finding the satisfaction level of its customers and related aspects.

3. The report may be used for a market survey of the the product in a
specific demography.

4. It can also be used for trend analysis of the consumer satisfaction levels
or product attributes for the company.
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‐ 76 ‐

Chapter – 7
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‐ 77 ‐

Appendix –
Appendix  – I
Client Name & e‐mail address

No. of
Client Name Person e-mail Ids
units

1 IPF Vikram ‐ Majra.HLL‐3P@unilever.com 2

Devendra devendrasharma@skgroup.com
2 Laxmi Agro 3
Sharma
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‐ 78 ‐

subhodayascl@yahoo.com
13 Subhodaya Chem ‐ ‐

sblt_vsp@rediffmail.com
14 GDS Chemical ‐ ‐

arawali_phos@yahoo.co.in
15 Arwali Phosphate Suchil Sharma ‐

bil@bppl.net.in
16 Bohra industry ‐ ‐

sovan@dscl.com
17 DCM Group Kanjolia 3

marketing@indianphosphate.com
18 Indian Phosphate Ravinder Singh ‐
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‐ 79 ‐

vijay_sharmabhl@yahoo.com
pankajoswal@hotmail.com
24 TEDCO Mr. Oswal ‐
tedco_jp1@yahoo.com
oswaldiamond@gmail.com

n‐dhoot@guljag.com
25 Guljag industry Narendra Dhoot ‐
rk‐rathi@guljag.com

26 Acid Pluss Ajit Lodha acidpluss@airtelmail.in

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‐ 80 ‐

Appendix ‐ II

Customer satisfaction feedback form:

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‐ 84 ‐

Appendix ‐ III

Cover letter for the e‐mail survey questionnaire:

Y our outlook 
our  outlook of 
of Hindustan
Hindustan Zinc 
 Zinc Ltd.
Ltd. (Acid business)
(Acid  business)

Dear customer
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Regards

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mail. Do find the same.

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Appendix –
Appendix  – IV
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122

Appendix –
Appendix  – XV
PUNJAB CHEMICAL
Customer Code & name : 0000000941
INDUSTRIES

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%

c) Impurity profile 4 Sometimes within limit

B. Please share your valuable experience towards product's

4 Good quality
performance in your required end use application.

C. Request your observation on your product yield using HZL acid vis‐
3 Can not say
à‐vis acid from other sources.

D. Please share your experience in Handling of 

of product
product with respect

to:

a) Storage 4 Convenient

b) Pumping 4 Convenient

c) Spillage handling 3 Can not say

E. Your valuable feedback on disposal of 

of By
By‐product (spent acid)

generated (if 
(if any)
any) after using HZL Acid

c) Spillage handling 4 Few uses / users

2. Services Rendered

A. Please share your valuable experience with the Acid Marketing Team on the following parameters :

a) Overall accessibility in person, on mobile, through email or visits in

5 Always available
case of outstation
of  outstation customers.

b) Product knowledge 4 Good

c) Whether able to guide in your product application 4 Generally able to guide

d) Knowledge related Handling & Storage. 4 Good

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123

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 5 Always available

B. Please share your experience for the timely issuance of 

of the
the delivery
5 Prompt
order.

C. Time taken for processing the order by the sales and logistics
5 Prompt
department?

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
5 Highly satisfied
dispatch of 
of material"
material"

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

4 Convenient
manual at plant / branch office to now e‐mode through E‐Salesmate "

B. Please comment on "the user‐friendliness of 

of EE‐Salesmate". 5 User friendly

C. Your experience about the speed of 

of the
the software. 4 Good speed

D. Accessibility to different sections of 

of ee‐salesmate such as Invoice list,
2 Average speed
sales order, account statements etc.

E. Your observation on "E‐Salesmate lead to saving of 

of time,
time, man hours
5 Highly benificial
& resources.

5. Product Pricing:

A. Specify your views regarding the product pricing based on the following parameters:

a) Price Competitiveness 3 Can not say

b) Payment Terms 4 Suitable

c) Credit Refunds 4 Regular

d) Account Reconciliation 4 Regular

e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient

6. Complaint Handling:

A. Your experience regarding the complain handling process :

a) Problem Solving 4 Mostly resolved

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124

points
Criteria Maximum points points obtained fraction % Weight obtained X
weight
Product Quality: 45 34 0.7556 76% 10 340 450

Services Rendered: 35 31 0.885714286 89% 20 620 700

Responsiveness: 25 24 0.96 96% 15 360 375

eSalesmate: 25 20 0.8 80% 15 300 375

Product Pricing: 25 20 0.8 80% 20 400 500

Complaint Handling: 15 12 0.8 80% 10 120 150

Experience with HZL: 5 5 1 100% 10 50 50

Net Result 84.23%

Total Points: 175 146 100 2190 2600

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125

Appendix –
Appendix  – XVI
Laxmi Agro Industrial
Customer Code & name : 0000001807
Consultants

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%

c) Impurity profile 5 Always within limit

B. Please share your valuable experience towards product's

4
performance in your required end use application. Good quality

C. Request your observation on your product yield using HZL acid vis‐
4
à‐vis acid from other sources. Just required yield

D. Please share your experience in Handling of 

of product
product with respect

to:

a) Storage 4 Convenient

b) Pumping 4 Convenient

c) Spillage handling 4 Easy

E. Your valuable feedback on disposal of 

of By
By‐product (spent acid)

generated (if 
(if any)
any) after using HZL Acid

c) Spillage handling 4 Few uses / users

2. Services Rendered

A. Please share your valuable experience with the Acid Marketing Team on the following parameters :

a) Overall accessibility in person, on mobile, through email or visits in

4
case of outstation
of  outstation customers. Generally available

b) Product knowledge 4 Good

c) Whether able to guide in your product application 5 Always able to guide

d) Knowledge related to Handling & Storage. 4 Good

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126

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
5
order. Prompt

C. Time taken for processing the order by the sales and logistics
4
department? Optimal

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
4
dispatch of 
of material"
material" Satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient

B. Please comment on "the user‐friendliness of 

of EE‐Salesmate". 5 User friendly

C. Your experience about the speed of 

of the
the software. 4 Good speed

D. Accessibility to different sections of 

of ee‐salesmate such as Invoice list,
2
sales order, account statements etc. Average speed

E. Your observation on "E‐Salesmate lead to saving of 

of time,
time, man hours
5
& resources. Highly benificial

5. Product Pricing:

A. Specify your views regarding the product pricing based on the following parameters:

a) Price Competitiveness 4 Sometime competitive

b) Payment Terms 4 Suitable

c) Credit Refunds 4 Regular

d) Account Reconciliation 2 Sometimes delayed

e) Online (direct deposit to HZL bank account) Payment Mechanism 5 Always convenient

6. Complaint Handling:

A. Your experience regarding the complain handling process :

a) Problem Solving 5 Always resolved

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127

points
Criteria Maximum points points obtained fraction % Weight obtained X
weight
Product Quality: 45 37 0.8222 82% 10 370 450

Services Rendered: 35 29 0.828571429 83% 20 580 700

Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500

Complaint Handling: 15 14 0.933333333 93% 10 140 150

Experience with HZL: 5 5 1 100% 10 50 50

Net Result 82.69%

Total Points: 175 146 100 2150 2600

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128

Appendix –
Appendix  – XVII
Laxmi Agro Industrial
Customer Code & name : 0000002241
Consultants

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%

c) Impurity profile 5 Always within limit

B. Please share your valuable experience towards product's

4
performance in your required end use application. Good quality

C. Request your observation on your product yield using HZL acid vis‐
4
à‐vis acid from other sources. Just required yield

D. Please share your experience in Handling of 

of product
product with respect

to:

a) Storage 4 Convenient

b) Pumping 4 Convenient

c) Spillage handling 4 Easy

E. Your valuable feedback on disposal of 

of By
By‐product (spent acid)

generated (if 
(if any)
any) after using HZL Acid

c) Spillage handling 4 Few uses / users

2. Services Rendered
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129

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
5
order. Prompt

C. Time taken for processing the order by the sales and logistics
4
department? Optimal

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
4
dispatch of 
of material"
material" Satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient

B. Please comment on "the user‐friendliness of 

of EE‐Salesmate". 5 User friendly

C. Your experience about the speed of 

of the
the software. 4 Good speed

D. Accessibility to different sections of 

of ee‐salesmate such as Invoice list,
2
sales order, account statements etc. Average speed

E. Your observation on "E‐Salesmate lead to saving of 

of time,
time, man hours
5
& resources. Highly benificial

5. Product Pricing:

A. Specify your views regarding the product pricing based on the following parameters:

a) Price Competitiveness 4 Sometime competitive

b) Payment Terms 4 Suitable

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130

points
Criteria Maximum points points obtained fraction % Weight obtained X

weight
Product Quality: 45 37 0.8222 82% 10 370 450

Services Rendered: 35 29 0.828571429 83% 20 580 700

Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500

Complaint Handling: 15 14 0.933333333 93% 10 140 150

Experience with HZL: 5 5 1 100% 10 50 50

Net Result 82.69%

Total Points: 175 146 100 2150 2600

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131

Appendix –
Appendix  – XVIII
Laxmi Agro Industrial
Customer Code & name : 0000003354
Consultants

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%

c) Impurity profile 5 Always within limit

B. Please share your valuable experience towards product's

4
performance in your required end use application. Good quality

C. Request your observation on your product yield using HZL acid vis‐
4
à‐vis acid from other sources. Just required yield

D. Please share your experience in Handling of 

of product
product with respect

to:

a) Storage 4 Convenient

b) Pumping 4 Convenient

c) Spillage handling 4 Easy

E. Your valuable feedback on disposal of 

of By
By‐product (spent acid)

generated (if 
(if any)
any) after using HZL Acid

c) Spillage handling 4 Few uses / users

2. Services Rendered
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132

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
5
order. Prompt

C. Time taken for processing the order by the sales and logistics
4
department? Optimal

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
4
dispatch of 
of material"
material" Satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient

B. Please comment on "the user‐friendliness of 

of EE‐Salesmate". 5 User friendly

C. Your experience about the speed of 

of the
the software. 4 Good speed

D. Accessibility to different sections of 

of ee‐salesmate such as Invoice list,
2
sales order, account statements etc. Average speed

E. Your observation on "E‐Salesmate lead to saving of 

of time,
time, man hours
5
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133

points
Maximum points
Criteria Maximum points points obtained fraction % Weight obtained X
X weight
weight
Product Quality: 45 37 0.8222 82% 10 370 450

Services Rendered: 35 29 0.828571429 83% 20 580 700

Responsiveness: 25 21 0.84 84% 15 315 375

eSalesmate: 25 21 0.84 84% 15 315 375

Product Pricing: 25 19 0.76 76% 20 380 500

Complaint Handling: 15 14 0.933333333 93% 10 140 150

Experience with HZL: 5 5 1 100% 10 50 50

Net Result 82.69%

Total Points: 175 146 100 2150 2600

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134

Appendix –
Appendix  – XIX

Customer Code & name : 0000000745 M.S.S. Chemicals

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 3 Can not say

c) Impurity profile 3 Can not say

B. Please share your valuable experience towards product's

4
performance in your required end use application. Good quality

C. Request your observation on your product yield using HZL acid vis‐
2
à‐vis acid from other sources. Lower yield.

D. Please share your experience in Handling of 

of product
product with respect

to:

a) Storage 4 Convenient

b) Pumping 4 Convenient
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135

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 2 Unavailable sometimes

B. Please share your experience for the timely issuance of 

of the
the delivery
4
order. Optimal

C. Time taken for processing the order by the sales and logistics
4
department? Optimal

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
4
dispatch of 
of material"
material" Satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient

B. Please comment on "the user‐friendliness of 

of EE‐Salesmate". 5 User friendly

C. Your experience about the speed of 

of the
the software. 5 High speed

D. Accessibility to different sections of 

of ee‐salesmate such as Invoice list,
2
sales order, account statements etc. Average speed

E. Your observation on "E‐Salesmate lead to saving of 

of time,
time, man hours
5
& resources. Highly benificial
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136

points obtained X Maximum points

Criteria Maximum points points obtained fraction % weight
weight X weight
Product Quality: 45 30 0.666666667 67% 10 300 450

Services Rendered: 35 31 0.885714286 89% 20 620 700

Responsiveness: 25 18 0.72 72% 15 270 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 19 0.76 76% 20 380 500

Complaint Handling: 15 15 1 100% 10 150 150

Experience with HZL: 5 4 0.8 80% 10 40 50

Net Result 80.38%

Total Points: 175 139 100 2090 2600

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137

Appendix –
Appendix  – XX
Karni Acid & Chemical
Customer Code & name : 0000000595
P.Ltd

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 2 Sometimes below 98%

c) Impurity profile 2 Sometimes above limit

B. Please share your valuable experience towards product's

4 Good quality
performance in your required end use application.
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138

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
4
order. Optimal

C. Time taken for processing the order by the sales and logistics
3 Can not say
department?

D. Time taken for the loading of 

of the
the tanker at the plant 2 Sometime delayed

E. Your overall experience "from issuance of 

of delivery
delivery order to the
4
dispatch of 
of material"
material" Satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
/
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139

points
Criteria Maximum points points obtained fraction % Weight obtained X
Weight
Product Quality: 45 26 0.577777778 58% 10 260 450

Services Rendered: 35 31 0.885714286 89% 20 620 700

Responsiveness: 25 17 0.68 68% 15 255 375

eSalesmate: 25 20 0.8 80% 15 300 375

Product Pricing: 25 22 0.88 88% 20 440 500

Complaint Handling: 15 12 0.8 80% 10 120 150

Experience with HZL: 5 4 0.8 80% 10 40 50

Net result 78.27%

Total Points: 175 132 100 2035 2600

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140

Appendix –
Appendix  – XXI

Customer Code & name : 0000003253 Sunny Trading Co.

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.

a) Appearance 4 As per standard

b) Concentration (98% min) 4 Sometimes above 98%

c) Impurity profile 5 Always within limit

B. Please share your valuable experience towards product's

4
performance in your required end use application. Good quality

C. observation product yield using acid vis

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141

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
4
order. Optimal

C. Time taken for processing the order by the sales and logistics
4
department? Optimal

D. Time taken for the loading of 

of the
the tanker at the plant 4 Optimal

E. Your overall experience "from issuance of 

of delivery
delivery order to the
2
dispatch of 
of material"
material" Partially satisfied

4. Sales Automation & Effectiveness of 

of EE‐Salesmate Software:

A. Your observation on "shifting D.O. generation process from earlier

5
manual at plant / branch office to now e‐mode through E‐Salesmate " Very efficient
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142

points obtained X Maximum points

Criteria Maximum points points obtained fraction % weight
weight X weight
Product Quality: 45 37 0.822222222 82% 10 370 450

Services Rendered: 35 24 0.685714286 69% 20 480 700

Responsiveness: 25 18 0.72 72% 15 270 375

eSalesmate: 25 22 0.88 88% 15 330 375

Product Pricing: 25 21 0.84 84% 20 420 500

Complaint Handling: 15 12 0.8 80% 10 120 150

Experience with HZL: 5 4 0.8 80% 10 40 50

Net Result 78.08%

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143

Appendix –
Appendix  – XXII
Karni Acid & Chemical
Customer Code & name : 0000003279
P.Ltd

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS
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144

b) Responsiveness to query/problem 4 Responds if asked

if  asked

3. Responsiveness

A. Please give your comment on availability of 

of the
the product. 4 Available mostly

B. Please share your experience for the timely issuance of 

of the
the delivery
2
order. Sometime delayed

C. Time taken for processing the order by the sales and logistics
2
department? Sometime delayed
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145

points

Criteria Maximum points points obtained fraction % Weight obtained X

Weight
Product Quality: 45 34 0.755555556 76% 10 340 450

Services Rendered: 35 32 0.914285714 91% 20 640 700

Responsiveness: 25 12 0.48 48% 15 180 375

eSalesmate: 25 18 0.72 72% 15 270 375

Product Pricing: 25 20 0.8 80% 20 400 500

Complaint Handling: 15 12 0.8 80% 10 120 150

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146

Appendix –
Appendix  – XXIII

Customer Code & name : 0000002336 Sunny Trading Co.

criteria points response

1. Product Quality (Characteristic) :

A. Please rate the overall quality of 

of the
the product (Sulphuric Acid) vis‐à‐vis product Standard Specifications as per IS

266 ‐ 1993.
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3. Responsiveness
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148

points obtained X Maximum points

Criteria Maximum points points obtained fraction % weight
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149

Appendix –
Appendix  – XXIV
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