A

PROJECT REPPORT

ON

Marketing research and customer satisfaction

CERATIZIT INDIA PVT. LTD. KOLKATA

A Project Report submitted in partial fulfilment of the requirements

For the award of the degree of

MASTER OF BUSINESS ADMINSTRATION

Collaboration program with

DCRUST University

BY

Sunil kumar

1

STUDENT’S DECLARATION

I declare that the project titled “MARKETING RESEARCH” is an original

project done by me and no part of the project is taken from any other project or

materials published or otherwise or submitted earlier to any other college or

university.

SUNIL KUMAR

2

ACKNOWLEDGEMENTS

I extend my special gratitude to our beloved vice president Sri. ANIL KUMAR, Our Dean for inspiring me to take up this project.

I wish to acknowledge my sincere gratitude and indebtedness to my project guide prof. of ROYAL INSTITUTE OF MANAGEMENT AND TECHNOLOGY, Sonepat for his valuable guidance and constructive suggestions in the preparation of project report.

I extend my gratitude to CERATIZIT INDIA PVT. LTD. and the (SALES CO-ORDINATOR) Ms. Sonia Sen, and all my colleagues, friends for their encouragement, support, guidance and assistance for undergoing industrial training and for preparing the project report.

SUNIL KUMAR

3

Executive Summary

The objective of the project was to do Market Research and customer

Satisfaction for CERATIZIT (I) PVT. LTD. Hard material for that we have to

understand the customer needs, constraints, response and emotions

so that they can contribute their time for becoming Life advisors for the

company. The objective of this study was to analyze consumer satisfaction

of mechanical splicing in Kolkata city with respect to the performance, sales

effort and sales service.

As the company was old and it was yet to be marketed to a large number of

customers, it was essential to know the feedback of customers in order to

formulate effective marketing and sales strategies in future and improve the

quality of service to achieve better consumer satisfaction.

The site visits and companing made us possible to measure the satisfaction

of consumer by identifying the attributes, which gave consumer-varying

degrees of satisfaction.

Questionnaire based on company format some attributes like requirement of

customer and sales services offered by company were identified as critical

(motivational) factors for providing satisfaction to consumers, while other

factors like excisable deposit center, delivery was time to time

and also intimation regaining before the delivery of product. But

absence of such hygienic factors definitely results in a dissatisfied consumer.

These hygienic factors could result in selling but their absence can certainly

unseal the product offering.

4

For this a questionnaire was prepared which gave a vague idea about the

Dealer who were really interested and wanted to know about various new

opportunities in the industry sector. Go through questionnaire in different

different area and customer in the Kolkata city. The study was undertaken for

Kolkata region during two months. The researchers were given first 15 days for

collection of data and scanning the data. The questionnaire contains various

aspects like there. Address, to know the product quality of ceratizit, delivery on

time, technical fault and better relationship with ceratizit in future.

The second part of the study that consists of 40 days contains scanning the

questionnaire and taking appointments. After that usually meeting the

persons and tell them about the company.

Most important part is analyzing the information

5

Table of contents

Sl. no. Chapter name Page no1 Acknowledgements 3

Exicutive summary 4-5Introduction 7

2 Profile of the organization 6Origin of growth 7Growth & present status of the organization 8Future plans of the organization 9Organizational hierarchy 10Product and service of the organization 20-38SWOT Analysis 42-43

3 Discussions on training 40Student’s work profile 41Description of live experience 42Contribution to the organization 43

4Study of research problem 44Statement of problem 45Objective & scope of study 46Research design and methodology 47Analysis of study 48Summary of findings 49

5Summary and conclusions 50Summary of learning experience 51Conclusions and recommendations 49Annexure 50-52Bibliography 53

6

7

SCOPE OF STUDIES

8

Need for measuring customer satisfaction.

Customers are too good to lose

---------- Lets keep them happy!

“Customer is the king”.

In the era of cutthroat competition and economic recession, above axiom

has more importance than ever before.

“Marketing starts with the customer and ends the customer” .

Peter Drucker.

So no organization, small or big ignores the customers.

“Earth is not the center of universe but revolves around the Sun” .

-Copernicus.

Similarly, we have come to believe that business firm is not the center of

economic universe but revolves around the customer.

“Build customer and not only products”.

Building customers is not a single step exercise but a process ------.

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OBJECTIVE OF THE STUDY:

1) To determine the present position and satisfaction of customer in Kotak

Mahindra Life Insurance.

The main objective of the project was to analyze consumer satisfaction of

Kotak Mahindra Life Insurance with other services in Pune. And also

present position of the company.

2) To determine the market share of different brands.

The second objective of the project was to determine the market share of

different brands available in the market. There was a tough competition for

the brand in the market. Therefore to get establish, company had to make its

competitors analysis and need to determine where do they stand.

3) Responses of customer

Responses from them were collected through survey and for the

questionnaire were prepared for both of them.

4) Benefits derived by assessing consumer satisfaction are:

- Feedback to organization regarding product.

- Understanding customer s requirements.

- Providing superior service to customer.

- Strengthen the relationship with customers.

- Formulating sales strategies.

10

5) Identify pros and cons of the brand.

This was a fundamental objective of the whole research. Company wants to

identify that where does the brand lack. In other words, what are the brands

so that it can rectify them in order to establish the brand in the market.

6) Suggestions and recommendations.

The objective of the research was not only to find out the problem but also

the identification of solutions or suggestions of the problems

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General introduction

I extremely happy to join internship under the famous company

CERATIZIT (INDIA) PVT.LTD, Kolkata which is one of the hard material tools

company in worldwide.

I have visited the different markets of Kolkata and many of them have

appreciated with thanks and have encouraged me to go ahead with courage and

honesty. I shall be ever grateful to the respectable staff of this company. I whole

heartily wish the prosperity of the company as well as by famous institution where

I have been studying now.

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Profile of The organisation

13

Origin of the Organisation

"Maintain our global leadership in high quality installation systems for hard material tools ."

The kolkata based Siel TIZIT limited, a Joint venture between PLANSEE

TIZIT of Austria and Siddharth Shriram group is now known as CERATIZIT

India pvt. Ltd. . CERATIZIT is the world leader in wear part products.

Currently, the company has been concentrating on cutting tools only through

its manufacturing facility that has been created to churn out three million

inserts per year. Beginning this fiscal, the company would focus on steel

industry for carbide rolls and carbide rods which are used to make drills.

CERTATIZIT India has a host of customers in almost all industrial segments.

From the automobile segments, from which it gets over 50 percent of sales,

coming from Ashok Leyland, Tata Engineering, Mahindra & Mahindra,

Hyundai Motors, Tata Cummins, Maruti, Hindustan Motors, etc. Other

important customers are ordnance factories and railways.

The company is ISO 9001 certified and has a modern manufacturing facility.

CERATIZIT is one of the world’s top five producers of hard materials.  It is a global company

spanning over 50 countries with its sales and service support.  Their headquarters are in

Luxembourg and its main plants are located in Luxembourg and Austria.  It has 13

14

manufacturing facilities in different countries including one in Kolkata, India, which is known as

CERATIZIT India Pvt. Ltd.

CERATIZIT India is ISO 9001 – 2008 and OHSAS 18001-2007 certified.  It has a modern State-

of-the-art manufacturing facility, which in terms of technology is at par with CERATIZIT

Europe. It has in-house facilities for powder processing, sintering and CVD coating. In fact,

CERATIZIT India is one of the very few companies in India, which is completely equipped to

manufacture coated inserts from raw powder. The plant has a capacity to produce more than four

million inserts per year.

CERATIZIT India's mission is to be the tooling specialist for the priority industrial customer

segments by offering –

-Superior technical solutions 

-Intensive specialized service 

-R&D on complex machining operations

They are leaders in segments like automotive, aerospace, energy and transport, bearings, bar

peeling, roll machining, die & mould, tube machining, etc.

Major customers for CERATIZIT India come from the automotive sector namely Ashok

Leyland, Tata Motors, Hero Honda, Tata Steel, Tata Cummins, Mahindra & Mahindra, Hyundai

Motors, Maruti, Bajaj, etc. Other important customers are BHEL, HAL, BEMIL, ordnance

factories and railways.

Company profile

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Business Type : Exporter / Manufacturer / Wholesaler/Distributor / Supplier

Year Established : 1970

No. Of Employees : 100

Annual Turnover : Rs 100 Crores

Standard Certification : ISO 9002

Products Exporter, Manufacturer, Distributer and Supplier

:Cutting tools, carbide cutting tools, engineering products, cutter for milling of cast iron, wear and corrosion resistant tool coating, pcb blanks, to...

16

Dealer profile

Government dealer:

Company name Dealer name

1.Rifle factory P&c

2.Eastern Railway P&c

3.Gun shell factory Mac tools

4.BHEL HEEP Metal engg.

5.HELL Bangolore Surya enterprise

6.western railway Kaltro enterprise

Private compny dealer:

Company name Dealer name

1.Maruti New welabra

2.Hero Honda Vipra associate

17

FUTURE PLAN OF THE ORGANISATION

”Higher the goals tougher the climb”

In this fast growing world each and every company wants to stand on the peak of the world by achieve their goals and by fulfil the customer’s needs and wants. So to achieve this goal every company has their certain future plans to attract their customers. In the same way CERATIZIT (I) PVT.LTD has their own future plans to fulfil the wants and needs of their respected customers and these are as follows:

1. Ceratizit wants to achieve maximum targets in the form of customers.

2. Taking necessary steps to increasing better service facilities.

3. Also wants to develop new techniques and tools for rapid and better production.

4. Within 2015 CERATIZIT (I) PVT.LTD wants to stand on number 1 position in the field of hard metal and carbide Installation in the market throughout the World.

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1for Rest of KOLKATA

2 for KOLKATA

2 Executives3 Executives

Executives

South – west Region North – East Region

Bengal Project ManagerBengal Retail Manager

ORGANISATIONAL HIERACHY

Regional Sales Manager

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PRODUCT PROTFOLIO

Ceratizit India pvt. Ltd.. Manufacture 10 different types of products and these are:

1. Cutting tools

2. Wear parts

3. Wood machining

4. Stone working

5. Carbide rods

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1. CUTTING TOOLS

1. Drilling:

Characteristics:

Helical chip flute:

first choice for rotating applications

low deflection

optimum chip evacuation

The advantage :

state-of-the-art drill and chip flute design guarantee maximum rigidity without deviation.

Significant reduction of cutting noise.

low cutting forces

flexible application of the insert family in all drilling tools

optimum compensation of radial forces prevents the drill axis from running off-centre,

even large drilling depths in solid material can be produced economically maintaining

the quality of the hole. 

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2.Turning:

It is the tool which is use in robust top clamp for safe positioning of the insert in

the seat. Optimised insert seat so that precise despite adhesion and wear.

Advantage:

Customised swarf control for components such as aluminium wheels are

machined with ultrahard materials e.g. PCD inserts for aluminium wheels.

Precision chamfer and hone to guarantee maximum performance of the ultra-hard cutting materials.

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Milling:

23

Parting & grooving:

24

Threading:

25

Multi fumction tools:

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2.Wear parts

Carbide specialties: One of CERATIZIT's strengths is the possibility to

manufacture blanks and finished, round and flat carbide wear parts for different

applications according to customer's requests

Round parts

Thereis a constantly growing demand and we try to follow up by consequent

investments. Multispindle machines are common for our production.

The CERATIZITcarbide grades are supporting short delivery time and reproduceable

quality with highest precision.

Finished parts

At CERATIZIT we have the facilities to finish all parts made of our TC grades inhouse.

We have modern machinery available for all grinding operations, lapping, polishing,

honing and eroding. Even highly complicated geometries we are able to provide with

our 5 spindle machines .

Carbide blanks

x

For machining the desired part, we choose the most favourable

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manufacturing method. The fastest way of getting blanks is the direct pressing of the

granulated powder by a corresponding tool and sintering afterwards. An alternative for

complicated or bigger parts is the two step shaping method. Details: maximum possible

are blanks up to Ø 190mm or a length of 300mm.

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Discs:

CERATIZIT blanks for solid tungsten carbide discs for slitting and circular shear knives

are designed according to the continuously increasing application fields as well as the

rising quality demands concerning the material.

Benefits:

high ex-stock availability

highly precise geometry 

reduction of grinding work through low grinding allowances and small tolerances

wide range of carbide grades for an increasing number of application fields 

wide range of dimensions

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Tool & die:

At CERATIZIT we consider the carbide business a matter of confidence. Business

based on confidence is a very healthy one. Decades of experience in carbide

development and production enable us to offer this to you.

To meet the very high demands of the tool and die industry, CERATIZIT offers carbide

grades especially developed for stamping applications. Application consultancy

regarding grade selection, machining, and properties of different grades is just part of

our service for you.

Application areas:

blanking operations

coining operations

bending operations

Product requirements

excellent ex stock availability for standard products

very good machinability of parts through EDM and grinding

long and consistent service life of dies

optimal metallurgical consistency

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Nozzles:

Water jet cutting technology has asserted itself to an ever increasing degree against competing

technologies. Highly wear resistant carbide nozzles are a major fact for the cutting result. The main areas

of application are the automotive, packaging and aerospace industries, mechanical engineering and

electronics.

advantages :

cutting takes place at room temperature (thermal stress is avoided)

only one tool is used: the water jet

no limits as to materials that can be cut: ranging from stone, composites, plastics, metals

... up to a thickness of 150 mm.

a clean job: as opposed to thermal procedures, water jet cutting is emission-free

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Hobs:

CERATIZIT has produced blanks for solid tungsten carbide hobs for many years. Every hob is an

individually manufactured high-tech product based on our customers' drawings. Furthermore we

offer tailor-made CERATIZIT tungsten carbide grades – a guarantee for reliability and maximum output.

Convincing advantages :

near net shape – technology, with tight tolerances and improved grinding allowances

efficient, homogenious submicron tungsten carbide grades

prompt delivery

member of WZL-gear cycle

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3. Wood machining

CERATIZIT covers the entire cutting tool sector with its carbide products for wood machining. In this way

we contribute essentially to the performance capacity of the wood machining tools provided with products

from CERATIZIT – from the professional to the DIY enthusiast.

We consider ourselves first of all a partner for the wood tool manufacturers.

Our production programme includes carbide blanks, semi-finished products and ground indexable knives

ready for use.

Tips for circular saws

We produce saw tips for circular saws. In order to work soft, hard, exotic wood and other materials,

CERATIZIT has created a wide range of grades. The grade is adapted exactly to the cutting geometry

and the material processed. Saw tips are then brazed on the support material and ground by the

toolmaker.

Indexable knives

Indexable knives are used as finished products by the toolmaker. They are also mechanically fixed and

the advantage is that they can therefore by used as reversible knives.

Blanks for profiling

Blanks for profiling are used for shape moulding.  Toolmaker will then profile and grind the

blankets. The main characteristic of CERATIZIT blanks is that they are mechanically fixed on the support

material and not brazed.

Rods

Rods are supplied either as sintered or in ground execution. In both cases, the toolmaker will give its final

shape. Rods will be used for boring or milling applications.

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Strips

Strips are mainly used in planer and shape moulding machines. The main characteristic of CERATIZIT

strips  is that they are brazed on the support material and not mechanically fixed. We produce strips that

will be shaped then ground by the toolmakers.

Drill tips

Drill tips can be referred to as drills for woodworking. Drill tips are first profiled then ground by toolmakers in

order to make holes for hinges, wooden dowels, tenon joints, …

Blanks for routers

Blanks for routers are mainly used for pantograph cutters. Tungsten carbide tips are already pre-shaped

and have to be brazed to the steel body and grinded by the toolmaker to specific angles to cut efficiently

at high speeds.

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4. stone workingTo makers of stone working tools, we are today the principal supplier world-wide, furnishing the industry with millions

of drill tips used in masonry drills and hammer drills.

For producing drill tips we could use steel with the disadvantage of a short lifetime. CERATIZIT, however, produces

hard metals with very interesting properties ranging from exceptional hardness to high toughness.

In order to promote the hard metal technology, we have concentrated more on metallurgy and on producing the basic

hard metal components than on making finished products. As a result, we enjoy a long-standing partnership with all

of the world’s famous toolmakers.

Hammer

Hammer tips can drill any stone type except for brittle material because of the shocks they provoke. Hammer tips are

fixed on professional tool shanks.

Masonry tips

Masonry tips can drill by percussion any material but armoured concrete. They are fixed on a cylindrical

tool shank and mostly used for light machinery. In the near future, there will be more and more cordless

machinery

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5. Carbide rods

In addition to competent advice a tool manufacturer also expects a complete product

and service package.

The stock programme adapted to the needs of the tool makers with the most common

dimensions

from 1 to 46 mm in up-to-the-minute grades helps to produce tools successfully.

A. Quick service:

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TECHNICAL SERVICES providing by

ceratizit india pvt.ltd are:

• Presence of Technical services representative

• Custom specification for projects

• Guidance for proper product selection

• On site help

• Training to Dealers, contractors, engineers & architects

• Mason meets

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COMPETITORS

The competitors of CERATIZIT INDIA PVT.LTD are as follows:

1.Sandvik hard materials

2. Kennametal India ltd.

3. taeguTec India ltd.ia

4. Ultra hard materials

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Mathematical Representation of the Strong Competitors of ceratizit (I)

PVT.LTD is as follows:

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DISTRIBUTION NETWORK / CHANNEL

Factory

↓

Branch Goodown

↓

Stockist

↓

Dealer

↓

Inducer

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Sales by CERATIZIT India pvt.ltd(Per year)

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Swot analysis

a) STRENGTH :

Employment and training opportunities in the field of cutting tools. Vehicles is the need today life so it is gets employment . Construction of the multi building projects on the feasible location in

the country. Good structured national network facilitates the boom of construction

industry. Low cost well – educated and skilled labour force is now widely

available across the country. Sufficient available of raw material and natural resources in the

country is supportive for the industry.

b) WEAKNESS :

Chances of natural disadvantage are there. Distance between construction projects reduces business efficiency. Training itself has become a challenge. Changing skills requirements and an ageing workforce may accentuate the skills gap. Improve in long term career prospects is highly required to encourage staff retention and new entrants. External allocation of large contracts becomes difficult.

c) OPPORTUNITY :

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Continuous private sector manufacture vehicles ordanance boom

will create more cutting tools wear parts opportunities. Public sector projects through Public Private Partnerships will bring

further opportunities. Developing supply chain through involvement in large projects is

likely to enhance the chances in construction. Renewable energy projects will offer opportunities to develop skills

and capacity in new markets. More flexible training delivery techniques are now available. Financial supports like loan and insurance and growth in income of

people is in support of construction industry.

d) THREAT :

Long term market instability and uncertainty may damage the opportunities and prevent the expansion of training and development facilities.

Current economic situation may have an adverse impact on construction industry.

Political and security conditions in the region and late legislative enforcement measures are always threats to any industry in India.

Infrastructure safety is a challenging task in construction industry. Lack of political willingness and support on promoting new

strategies. Natural abnormal causalities such as earth quake and floods are

uncertain and can prevent the construction boom.

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Discussions on training

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STUDENT’S WORK PROFILE

The major responsibilities handled were:

1. Answering to customers queries.2. Preparation of weekly management information system report.3. Preparation of customers’ feedback report about the services provided

by CERATIZIT INDIA PVT. LTD. Kolkata.4. Work with active and in an efficient manner.

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DESCRIPTION OF LIVE EXPERIENCE

This project rather job was my first experience to the hard core reality of the real world. Before joining the organization there was many curiosities and queries in my mind about the corporate world and life style.

I still remember my first day in the organisation my BOSS i.e. vice-president(Mr.ANIL KUMAR) introduced me with the other member of the organisation. It was a great experience for me because before that if someone would have introduced me it was my family or friend. Apart from them there is also a world and too recognizes me is a great thing to notice. It gave me immense pleasure and enthusiasm towards the job.

First few days were very much challenging because fresh the college I was in the organisation so it took me some time to keep pace with them. But again thanks to the college, which had cultivated us in such a manner that, in the few days I was amalgamated with organisation and its culture.

My BOSS told me learns as fast as possible and the main stream from next week. I was very eager to do some work and handle some responsibility. To my surprise I was assigned to the job with the full responsibility to represent the organisation.

It was a responsible job for me to give all the answer of the respected customer’s queries. But I accepted the challenge. My Boss on the very first day told me it’s a very responsible job; do your best and do not let me down. It gave me some sorts of confidence and very soon I began to enjoy the job and it gave to me a better result.

Mean while I used to utilize my spare time in understanding the organization operations and handling customer’s queries. The time duration that I spend in the organization helped me a lot in my first induction programmed. I handled the situation very well and was very much satisfied with the things going on for me. In very short span of time I learned a lot and this span of time taught me lot for my successful life in future.

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CONTRIBUTION TO THE ORGANIZATION

Provide necessary information about customer willingness for the product to the organization.

Encourage retailers and dealers to use the product of CERATIZIT INDIA PVT.LTD.

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RESEARCHMETHODOLOGY

48

RESEARCH METHODOLOGY

INTRODUCTION

Research is an art of scientific investigation through search for new facts in

any branch of knowledge. It is a moment from known to unknown.

Research always starts with a question or a problem.

Its purpose is to find answers to questions through the

application of the scientific method.

It is a systematic and intensive study directed towards a more

complete knowledge of the subject studied.

.

As marketing does not address itself to basic or fundamental question, it

does not qualify as basic research. On the contrary, it tackles problems,

which seem to have immediate commercial potential. In view of the major

consideration, marketing research should be regarded as applied research.

We may also say that marketing research is of both types problem solving

and problem oriented.

Marketing research is as systematic and objectives study of the problems

pertaining to the marketing of the goods and services. It may be emphasized

that it is not restricted to any particular area of marketing, but is applied to

all the phases and aspects.

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METHOD OF DATA COLLECTION

1) Data to be collected.

Data includes facts and figures, which are required to be collected to

achiever the objectives of the project. In order to determine the present

position and satisfaction of customer of kotak Mahindra Life Insurance.

a) Primary Data

The data that is being collected for the first time or to particularly fulfill the

objectives of the project is known as primary data.

These types of data were,

- The market share of Kotak Mahindra Life Insurance.

- The market share of other brands available in the market.

- Responses of consumer.

- Identifying pros and cons of the brand.

The above primary data were collected through responses of consumer was

conducted through questionnaires prepared for them.

b) Secondary Data

Secondary data are that type of data, which are already assembled and need

not to collected from outside. These types of data were

i) Company Profile

ii) Product Profile

iii) Competitors Profile

The aforesaid data were collected through Internet and company s financial

report.

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2) Data Collection Method

For given project, the primary data, which needed to collect for the first

time, were much significant. This type of information gathered through

Survey technique, which is the most popular and effective technique for

correct data collection. The survey was completed with the use of

questionnaires.

- Questionnaire for consumer.

3) Sampling

Sample is the small group taken under consideration from the total group.

This small group represents the total group. In the project the market

research, which was ask to be studied was pune market but as it was possible

to approach all the respondent s customer of the city, hence a sample was

selected which represents the whole city. The areas selected for the sample

are present further in the appendix. Sample size of customer list was taken

from Kotak Mahindra Life Insurance customer data basic.

4) Data Evaluation

The data so collected were not simply accepted because it contained

unnecessary information and over or under emphasized facts. Therefore only

relevant data were included in the report, which helped in achieving the

objectives of the project.

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Analysis of Data

Feedback obtained by customers through the physical survey method to

know their opinion about CERATIZIT (I) PVT.LTD. Products performance was

also analysed through users’ opinion with the help of questionnaire format, so that

it would be easy to analyze the data and reach to conclusive point.

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53

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Summary of the Findings

Various techniques of research shows that

The product of CERATIZIT (I) PVT.LTD. Company is enough good in comparison to other companies.

Sandvik Company is one of the best of competitor CERATIZIT (I) PVT.LTD. Company.

The performance of CERATIZIT INDIA PVT.LTD. Products are excellent.

The retailers and dealers promoting CERATIZIT (I) PVT.LTD products are highly satisfied with the quality, supply & support.

The CERATIZIT (I) PVT.LTD customers faces only problemwith the pricing as compare with the competitor.

Limitation of the Study

1) The report is limited to the extent of information supplied by the organisation.

2) The study is limited only to CERATIZIT (I) PVT.LTD.

3) Due to time constraint a small sample size was used which may be limitation of this project.

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Summary and Conclusion

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Summary of Learning Experience

Coming to the learning experience it was a great time to be with the organisation. The working environment and the support that I got from the superiors and the colleagues were appreciable.

Before joining the organisation I was very much susceptible about it but very much relevant to the industry also.

For that matter my communication skills improved so was my personnel skills. One thing I realized was that every day brings new experience in the life and you do not have to wait for things get done but you have to push the things so that they could be done.

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Conclusions and Recommendation

What I concluded from the project was that theory and practical life is something different. We need to apply that theory in our practical life for better and effective results. I can say it confidently because there were many of my colleagues who were/are working with the organisation from a long time and they are also doing well but what they lack is the art that we learn in the classroom. The same job that we can do with a greater fineness they are unable to do because of organised management learning. In sort we are moulded in such an environment that we enjoy work which may not be true for others.

The Company is doing well it has a handsome share of customer in its hand but it needs to improve in certain areas like:

Quick Service facilities. Make reasonable price.

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ANNEXURES

CERATIZIT INDIA PVT. LTD.

Questionnaire

1. Company/ Organization Name-2. Proprietor / Owner Name-3. Address-

Contact no-

4. Competitors: i)ii)

iii)

iv)

v)

5. Competitors Activities-

CompanyPack Size

Packaging PriceMonthly

Sale

Performance

Good Excellent Average Poor

6. Are you ever being customer of CERATIZIT INDIA PVT. LTD.?

Yes No

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7. Do you ever use the product of CERATIZIT INDIA PVT.LTD?

Yes No

If Yes, then which:

Sl.

No.

Product

Company

Pack

Size

Packaging

Price

Monthly Sale

Performance

Good

Excellent

Average

Poor

8. Branding : CERATIZIT OTHERS COMPANIES

9. Customer’s Satisfaction :Good Excellent Average Poor

10. Customer’s Opinion / Suggestion:Sl. No.

1.

2.

3.

4.

5.

Date:

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Place:

Region & Location : EAST region - KOLKATAName of Sales Person :

 

Project Name  

Address of the Site  Name of the contact person (Number & e-mail)  Architect & Consultant (Name & Address)   Person - in - charge (Number & e-mail)  

Contractor or Builder (Name & Address)  

   

Project - in - charge (Number & e-mail)  

Status of the Project  Value of Project (in lacs)  Prospective staring & completion date of billing  Possible value of billing (in lacs)  Area of Application  

 Scope of products alongwith expected areas & products recommended

Area of Application Products recommendedArea (in

sft)Value (in lacs)

Internal floor      

External wall      

              

 Existing specifications if any : Convinced client directly.PRODUCTS CERATIZIT Competitors                         

 Detail of competitors :      

Date / Review / Follow-up :  

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BIBLIOGRAPHY

WEBSITE :

www.ceratizit.com

www.google.com

BOOKS :

Marketing Research – Dhruv Grewal

Consumer Behavior- Joseph Wisenblit

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