full final report bharatgas

8/10/2019 Full Final Report Bharatgas

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Bharatgas - Providing Customer Delight to over 30 million Homes!

History

LPG as a household cooking fuel was introduced by erstwhile Burmah Shell under the brandname Burshane in mid 1955. The journey of LPG as a domestic fuel continued with

Burmah Shell until the Government nationalized the Company Burmah Shell to become

Bharat Petroleum.

Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three

decades. It was indeed a great challenge for Bharatgas to replace Burshane as a brand name

since Burshane had become a generic name in the country for LPG. Bharat Petroleum's

inspiration to meet every challenge drove them to work towards establishing Bharatgas as a

dominant brand.

Achievements

Market research helped in understanding the strength of the brand and out lining the way forward.

One of the major changes was to create a Strategic Business Unit to deal with Bharatgas. Soon

programmes totally focused on meeting customers need were drawn up.

A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the

customers.

The Corporation was quick to realize the need to look at the needs of the Urban and the Rural

customer differently.

Over the years, the urban Market reach was very large, the customer more sensitive. Whereas, it

was a herculean task to reach the rural consumers primarily due to inhabitation being spread over

very far flung areas unlike the congested urban areas, thereby creating a logistic challenge. Having

understood the needs of the two different segments, Bharatgas undertook various initiatives.

Urban

Customer initiatives included launch of an exclusive websitewww.ebharatgas.com to provide

convenience of booking Bharatgas On Line to customers. The website also provides a
http://www.ebharatgas.com/http://www.ebharatgas.com/


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feed back system enabling the consumers to directly speak to the Organisation. Other methods

of booking through IVR systems and drop boxes placed at busy locations in town were also

introduced. Booking of Bharatgas is also made available through SMS facility.

Rural

Areas are serviced by the Bharatgas Rural Marketing Vehicles (RMV), comprising of tank truck

and the mobile filling unit. These RMVs service rural areas, where the traditional distributorship

network was not present. The RMVs instill great customer confidence as they can see their

cylinders being filled in their presence and checked for safety.

The promise of reaching a sound cylinder with the right Q&Q is indeed fulfilled!

Rural marketing having gathered momentum in India had many MNCs set up rural

infrastructure to reach their own product. ITCs e-choupal initiatives and the DCM groups

Hariyali Kisan Bazar, are such initiatives. Bharatgas has leveraged the opportunity to utilize

their infrastructure to reach LPG to deep interior rural areas.

Industrial

Customers too have been our focus. Bharatgas has demonstrated the various applications of

the wonder fuel LPG for innovative uses in various Industries.

Bharatgas has also introduced various pack sizes to suit the different types of customers.

Piped LPG

It is another first from Bharatgas.

Well accepted by major Realty Developers, Bharatgas piped LPG system for multi-storied

apartments and shopping malls is gaining popularity.


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ValueAdded Service

This was in recognition of the need to provide the housewife relief from mundane

chores of household shopping for low involvement products; the Beyond LPG

initiative was launched to provide value to the customers.

This involved the Organisation entering into corporate tie-ups with reputed brands

and making available through the distributorship network FMCG as well as home

appliances and kitchenware at attractive discounts - all home delivered to the

consumers.

The initiative soon gathered momentum and became a successful business model providing

value not only to the consumers but the network as well as the Partner Companies. For

Bharat Petroleum it was another successful business venture within 5 years with the

involvement of over 25% of the distributors voluntarily participating in the business and

setting up Bharatgas Shoppes with attractive display of product creating a comfortable

shopping environmenta far cry from the typical showroom of an LPG distributor.

Bharat Metal Cutting Gas (BMCG)

an innovative product is the result of continuous research. An efficient and cost effective

substitute for Acetylene, it is indeed a revolutionary product for the cutting and brazing

industry.

The success of the product is not limited to the Indian shores but has traveled to countries

in the middle-east as well as Africa.

Leveraging Technology

Harnessing technology has always been on the forefront for maximizing efficiency and

achieving greater customer satisfaction.


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An exclusive websitewww.ebharatgas.comproviding the convenience of booking

Bharatgas On Line alongwith information about the product, its uses, safety and

conservation tips as well as huge collection of recipesis a popular site for women.

The website also provides a feed back systemenabling the consumers to directly speak to

the Organisation. Booking of Bharatgas has also been made available through SMS facility.

At the back end, over a decade back the distribution network operation was completely

computerized, streamlining operating practices and enhancing efficiency at the

distributorship level along with a professional outlook. Customer focus being a very core

objective of the brand, Bharatgas constantly explores opportunities to relate to the

customers.

Internally too, process the systems within the Organisation are continuously reviewed and

improved to get the best output for the customers. The state of the art 49 modern filling

plantsdemonstrate the use of technology to provide the customers the best of products and

services! Bharatgas undertook an exercise for Bench Marking the best practices, within

Bharat Petroleum, the Oil Industry and global practices for adoption in the Organisation.

This has certainly further improved the performance of the brand.

Knowledge being a great strength with the employees, Bharatgas looked at the opportunities

of providing consultancy services in developing nations for LPG project covering setting up

of the facility as well as training.

Continuous communications with the network and employees is recognized as an important

means to raise the bar. A bi-monthly publication Bharatgas Times- an e-magazine

promotes sharing of best practices and encourages people towards healthy competition in

business and in partnering social objective programmes, thus creating a better society and

upgrading the levels of the individual, both in terms of thoughts and actions.


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Recognition

In house training and involvement in recognizing creative and innovative challenges is a major

objective. Bharatgas continuously supports innovative ideas by replicating the success story in

one area to the rest of the areas. Similarly, the network is continuously energized with

recognition and rewards.

Accolades and Awards have come to Bharatgas in good measure. Recognition for high Safety

standards from Oil Industry Safety Directorate (OISD) has been accorded along with a large

number of Bottling plants receiving various awards for environment and safety as well

distributors receiving customer service awards from institutions.

Environment & Safety

The brand just does not limit itself to products and services it reaches out to belong and be part of

the social fabric engaging in life giving and enhancing the quality of life of the less fortunate.

Bharat Gas Employees as well as the network are engaged in various activities such as helping

victims of the natural calamities or acts of insurgence and terrorism .

Initiatives like health checkup camps, eye camps, blood donation drives, providing free spectacles

as well as medicines for those who cannot afford is undertaken. Greening initiatives, Global

warming and other environmental issues to save the planet form part of the brands regular

initiatives.

Brand Values

Team Bharatgas believes that providing value added services to customers will be the ultimate

differentiator in the market place. Understanding customer behavior and tracking their aspirations

hold the key to success! This conviction drives us to continuously innovate to provide offering

that make a difference to the customers. Customer convenience is at the core of every action.

ww.ebharatgas.com


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THINGS YOU DIDNT KNOW ABOUT"Bharatgas" :

Present in over 30 million homes.

Facilities to book your re-fill cylinders on-line and through SMS.

FMCG and home appliances are available at attractive discounts from your

Bharatgas distributors.

Bharat Metal Cutting Gas -a very cost effective efficient fuel for cutting and

brazing operations, a product from Bharat gas.

www.ebharatgas.com the only exclusive website for LPG consumers offering a

host of information.

49 modern filling plants to bottle Bharat gas cylinders.

Our Vision

To become market leaders in Customer Service with the highest customer

satisfaction index, and the highest safety standards.

Our Mission

To make Bharat gas a dominant brand in the segments we market, by becoming

trendsetters in Customer Service, Safety and Quality.


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Our Team Structure

Awards & Accolades

Bharat Petroleums LPG Business has received an overwhelming recognition across

the decade.

The Oil Industry Safety Awards

were instituted in order to inculcate competitiveness among oil companies to

improve their safety performance.

Safety performance of the competing organizations / installations is evaluated with

help of a new criteria developed at OISD which takes into consideration, the total lo

concept i.e. fatalities, fires, lost time, direct & indirect losses etc. and also the hazar

potentials.


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BPCL LPG has been winners of this prestigious award for 12 times during the

years

2009-2010 1999-2000

2008-2009 1997-1998

2005-2006 1995-1996

2004-2005 1994-1995

2001-2002 1993-1994

2000-2001 1992-1993

Other Prominent Awards received by different LPG Plants and Territories are

2010-11

Kurnool plant was awarded the Best managed plant by The Government of AP.

Coimbatore and Bangalore LPG plants were the recipients of the Srishti Green

Governance award

Dharwad LPG Bottling Plant has won the National Safety Council of India Safety

Award PRASHANSA PATRA (4TH Level Award) for the year 2009.

Dharwad maintained their position as the No.1 LPG Bottling Plant in the country

per NSCI Award Merit List for the second consecutive year.

2009-10

Dharwad,Trivandrum ,Mangalore& BangaloreLPG Plants were winners of the

National Safety Council of India Safety Award

Gummudipundi LPG Plant won the best workers award from the Tamil Nadu Stat

Govt.

Tanjore LPG Plant was awarded the Best Industrial location in Tamil Nadu from

the Tamil Nadu State Govt.

Hariyala LPG Plant was conferred the Greentech Foundation award - Silver awar


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for 2009

Solapur LPG Plant received the Certificate of Merit - National Safety Council for

the year 2009.

Wai Plant awarded the National safety councilMaharashtra Chapter Award for2009-10

Surat LPG Plant was awarded the Silver Award in Petroleum Storage and

Distribution Sector for outstanding achievement in Safety Management by NSCI i

2008-09

2008-09

Durgapur LPG Plant were Winners of the live Fire Fighting Competition organizby Department of Factories in Durgapur in 2008-09

Trivandrum LPG plant has bagged the First Prize for safety from Kerala

Government .

Hariyala LPG Plant was conferred the Greentech Foundation award - Silver awar

for 2008

Jalgaon LPG Plant was awarded the National Safety CouncilMaharashtra Chapt

Safety award in Storage Handling & Distribution of Petroleum products for 200

Dharward LPG plant has won second prize for safety from Karnataka Governmen

Bengaluru LPG plant has won the Token of appreciation from Karnataka

Government for safety.

Dharward LPG Plant employees have won First Prize for Dharward-Hubli Region

for Safety Quiz conducted by Karnataka Government


the year 2008.

Wai Plant awarded the National safety councilMaharashtra Chapter Award for

2008-09

Pune LPG Plant awarded National Safety Council - Maharashtra Chapter 2008-09


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Nasik LPG Plant awarded Maharashtra NSC Safety Award for the year 2008-09

2007-08

Surat LPG Plant Gujarat State Safety Award for achieving 10 lakh accident freeMan- hours.( By Gujarat Safety Council - Chapter of NSCI.)in 2007-08

Uluberia LPG Plantawarded Certificate of Appreciation from : Greentech

Environment Excellence Award

Dharwad was awarded the state level prize for best performance in safety in

Small Industry Category by Dept of Factories & Boilers, Karnataka

Bangalore LPG Plant has been awarded Certificate of Excellence for HSE

activities by Dept of Factories & Boilers, Karnataka

Mr. Pradeep Tandel, Operator, Dharwad Plant has been adjudged winner of the

safety quiz competition conducted by Hubli Division of Dept of Factories &

Boilers, Karnataka

Uran LPG Plant received National safety councilMaharashtra Chapter for 2008

Piyala Territoryreceived the Special prize in Petrotech 2007 photo exhibition.

Piyala LPG PLantwon the Greentech environment excellence silver award 2007.

Allahabad Territoryreceived a citation from Forest Dept, Govt of Uttar Pradesh

for having planted 5000 trees on a single day inside Allahabad LPG Plant on 31st

July '07.

Ahmedabad LPG Territory won the Best Managed Company Award by Gujarat

State LPG distributors Federation in 2007-08

Jalgaon LPG Plant was awarded the National Safety CouncilMaharashtra Chapt

Safety award in Storage Handling & Distribution of Petroleum products for 200


the years 2007.


2007-08.


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the years 2006


2006-07

Nagpur LPG Plant awarded National Safety Council Maharashtra Chapter awarfor Meritorious Performance in Industrial Safety in 2006-07

2005-06

Khurda LPG Plant received Orissa State Safety Award on Lowest weighted

frequency rate of accident by Director of Factories & Boilers, Orissa.

Lalru LPG Plant received the Safety Award for the Year 2005 from Directorate ofFactories, Punjab & Punjab Industrial Safety Council.

Wai LPG Plant received awards from National Safety Council Maharashtra Chapt

for Meritorious performance in Industrial Safety for 2005-06

Surat LPG Plant has bagged the Certificate of Appreciation for the year 2005 from

Gujarat State Safety Council under Category II group of Industries.

2004-05 Khurda LPG Plant received Orissa State Safety Award on Lowest weighted

frequency rate of accident by Director of Factories & Boilers, Orissa on 27.11.200



Jalgaon LPG Plant won the Maharashtra Safety Award By National Safety Counc

For Year 2005.

2003-04





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For Year 2004.

Udaipur LPG Plant Awarded The Best Industrial Unit Of Mewar Region By

Chamber Of Commerce For The Year 2003-04.

Udaipur LPG Plant Awarded The Best Industrial Unit For EnvironmentConservation By Rotary Club Udaipur For The Year 2003-04.

Chennai LPG Plant employee, Mr.S.K.Manikavasagam was awarded with Uyarnd

Uzhappalar i.e. Best Worker award from the Factories Department Govt. of Tamil

Nadu for the year 2003-04.

2002-03

Khurda LPG Plant received Orissa State Safety Award on Best performance insafety & environment by Director of Factories & Boilers, Orissa on 24.05.2003




For Year 2003.

Jhansi LPG Plant received the prestigious Bharatiya Rastriya Suraksha Parishad,

Suraksha Puraskar- 2003 on the basis of evaluation of Performance for the Pastthree years 2003.

2001-02

Kurnool LPG Territory has been awarded The certificate of commendation" by

Kurnool District Consumers Protection Council for the services provided to the

customers consecutively for the years 2001-02 and 2002-03.

Roorkee Territory distributor M/s. Pushpak Gas Service, Hardwar was facilitatedVishva Upbhokta Sangathan, Saharanpur for Uttam Grahak Seva in a function hel

at Hardwar for the year.

Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious

performance in Safety in the Maharastra Safety Awards Competition - 2002".


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Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritorious

performance in Safety in the Maharashtra Safety Awards Competition - 2002".


for Meritorious performance in Industrial Safety for 2001-02.

Jalgaon LPG Plant won the Runner Up Customer Choice Award For The Year

2001-02.


For Year 2002.

Products :INDUSTRIAL LPG

AUTO LPG

PIPED LPG

BHARAT META CUTTING GAS

Industrial LPG

LPG touches our lives in so many ways although we are unaware of it. From

Commercial establishments to Chemical Industries, from housing to health, from

garments to glass, from livestock to hospitality, Bharatgas plays its role along

the way in making your products superior, durable and simply the best. A few

industries using LPG are listed below:

Crispy Biscuits Confectionery

Poultry

Textile Industry

Steel

Pharmaceuticals
http://www.ebharatgas.com/pages/Products/products_industrialgas.html#Biscuitshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#poultryhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Textilehttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#steelhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#steelhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Pharmaceuticalshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Pharmaceuticalshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Pharmaceuticalshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#steelhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Textilehttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#poultryhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Biscuits


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Glass

Hotel Industry

Reticulated Piping

Paint drying

Dal mill

Goldsmiths favourite

Crispy Biscuits & Confectionery

LPG is widely used to manufacture Crisp Biscuits, Soft Bread, Fluffy Pastries,

Light Khari, Spongy Cakes and all types of cream and bakery products of super

quality.

Precision control of temperature and low sulphur content in LPG makes the

product palatable and passes all Statutory tests for human consumption.

Poultry

Dont count your chickens before they are hatched, but with Bharatgas you can.

With Bharatgas you get uniform and localized heating during the first five weeks

both during summer and winter. The advantages of LPG in chicken brooding

are :

Better heat control.

Rapid drying of litter.

The power failures in rural areas is very high resulting in heat failures, but

with LPG as the source of fuel this risk is eliminated.

Direct view of chicks; the heaters dont take any floor area.

Very low LPG consumption of approx. 60 gms per hour or 50 paise per bird

in winter.
http://www.ebharatgas.com/pages/Products/products_industrialgas.html#Glasshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Glasshttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Hotelhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Reticulatedhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Reticulatedhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Painthttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Painthttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Dalhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Dalhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Goldsmithhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Goldsmithhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Goldsmithhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Dalhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Painthttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Reticulatedhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Hotelhttp://www.ebharatgas.com/pages/Products/products_industrialgas.html#Glass


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Textile Industry

Has it ever occurred to you that to produce the textiles youre wearing, LPG

plays a significant role? The four main steps in the production of textile fabric:

Preparation of fabric

Spinning

Weaving

Finishing which includes Singeing, Bleaching, Dyeing, Printing,

Calendering etc.

Each of these processes requires a heating source. Steam though mostly used is

not hot enough for certain operations so LPG or electricity is usually needed in

the Finishing process. LPG is better because the heat is more concentrated. The

reflectors do not have to be polished and heaters do not burn out.

Steel

Bharatgas steals the show in the Steel Industry.

Heat treatment of metals normally refers to any process involving heating and

cooling of the solid metal with the aim of modifying its physical properties but

without the intention of changing its chemical composition.

Bharatgas easily meets these requirements so steel majors have stuck to

Bharatgas over the years for all their fuel needs.

Pharmaceuticals

Just what the doctor ordered Bharatgas from Bharat Petroleum.

LPG is used to join glass components to form a single object. Bharatgas is

preferred because a clean flame is obtained which can be adjusted to the desired

size and shape useful in the production of ampoules.


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Glass

In the summer heat when you reach for a thirst quencher, remember Bharatgas

has gone into making the bottles that hold these great refreshers.

As seen here re-heating of melted glassware in a special furnace is done before

shaping operations. When making complicated shapes the glassware may have

to be reheated several times to keep it malleable. LPG is generally used because

the firing rate is not very high and combustion must be free of carbon.

Glass Annealing:

Annealing glassware after manufacture. The cooling rate is very important

because strains will be set up in the glass if it cools at undesired rate. Annealing

is done in normally long ovens with the glass traveling through on a steel

conveyor belt. Bharatgas is used for direct firing and for finer temperature

control.

Glass Melting:

The glass is passed through Bharatgas flames for one or more of the following

reasons:

Round off sharp edges

Smooth off gob marks or grinding marks

Seal cracks

Increase surface luster

Heating jobs to remove cutting marks

Hotel Industry

The cup that cheers

The meal that satisfies

The mouth watering delicacies


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Thanks to BharatgasBharatgasis associated with top brand names in the

hotel industry. Normally 90% of hotel use LPG for cooking, no matter what

you serve, Continental,

Reticulated Piping

LPG at the turn of a tapso quick, so convenient. Cooking was never easier.

Thanks to the reticulated piped gas available in several homes today, Bharatgas is

available at the turn of a tap. It ensures increased safety and valuable space

saving in the kitchen. It eliminates cylinder refill booking and handling. Saving

of time and no need to block money for a 2nd cylinder.

Paint drying

LPG application in paint drying has got distinct advantage over conventional

drying ovens.

The hot air is generated which is free from particulate matter, leaves no ash and

temperature control is precise. The final quality of paint in the baking oven is

uniform. The result is excellent surface finish and gloss.

Dal mill

The conventional method of grain drying is process of

sun - drying or passing of flue gases through the bed of

grain. The modern method of grain drying is by LPG

Firing system which improves the drying process and

also gives no. 1 quality of the grain.

As the grains are of edible quality, LPG does not

leave any ash or carbon particles on the grains and does


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What can BHARAT PETROLEUM offer you?

BHARAT PETROLEUM will offer assistance in design of the system.

Arrange to installation and commissioning of the system.

Assure continuous supply LP Gas.

Arrange periodical inspection and maintenance of the facility through BPCL network.

After sales service and support through the wide Distributor network.

Hands-on training to the consumers.

24- Hour Emergency Service.

AUTO LPG

With the menace of rising vehicular pollution, use of LPG as an auto fuel was pr

a pollution abatement measure.

LPG being a clean environmentally friendly fuel, if the vehicles are fuelled with

pollution will reduce to a great extent.

Bharat Petroleum was the first Oil Company to take the initiative for setting up o

LPG Dispensing Station (ALDS) and run vehicles on LPG as a pilot project in D

October 99.

We have today 79 Auto LPG Dispensing Stations (ALDS) in various cities (including metros)

in the country.


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BHARAT METAL CUTTING GAS

CUT COSTS WHEN YOU CUT METAL

A revolution in the world of metal cutting.

Traditionally in our country, cutting of metal or sheets has been done using Oxy-

Acetylene

mixture. Acetylene is expensive and has supply constraints. Bharat Petroleum Corporation

Limited painstakingly studied the needs of industries which need to cut metal and came up

with Bharat Metal Cutting Gas (BMCG) as the ideal substitute for Acetylene. BMCG

offer

superior cutting at an incredibly low cost. Launched for the first time in India, BMCG can

cut

metal easily which makes it ideal for metal cutting and brazing application.

BMCG is already the preferred choice of customers like SAIL, BHEL, BEML, Cochin &

Hindustan Ship Yards, Metro rail, Indian Railways, L&T, Godrej & Boyce, Singareni

Collieries etc.

BMCG has been accredited by leading agencies like Welding Research Institute (WRI),

Trichy; Research Designs and Standards Organization (RDSO), Lucknow; and Naval

Materials Research Laboratory, Ambernath.


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BHARAT GAS AGENCY SWOT

STRENGHTS:

1) Good Showroom / Godwan

2) Good Impression from the customers .

3) Good infrastructure

4) Excellent Management/ Man Power & Service

5) Huge area covering all villages & town of entire LUDHIANA.

WEAKNESS:

1) Short supply from the company due to subsidy concern.

2) Increasing customer and requirement versus supply.

OPPORTUNITIES:

Can capture rural areas when they are going to launch their new sub agency.

The dealers can go for diversification.

The dealers can conduct exchange promotional activities to increase its sales.

Potential marker in low-income group and rural areas.

THREATS:

Ever changing market trends.

Competition from other models.

Globalization and privatization

Any sudden change in Government policy may affect the sales.

New incentive from competitors like price and quality.

Change in market that is from sellers marketto buyers market.


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INTRODU TION TO THE

TOPI


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serve him. We are not doing him any favour. A customer is not a cold statistic; he is a flesh and

blood human being with feelings and emotions like our own. A customer is not someone to argue

or match wits with. He deserves courteous and attentive treatment. A customer is not dependent

on us. We are dependent on him. A customer brings us his wants. It is our job to handle them

properly and profitablyboth to him and us. A customer makes it possible to pay our salary,

whether we are a driver, plant or an office employee.

DEFINITION 2:

Peter Drucker, a well known management expert, defined customers as:

A person who purchases the product from the marketer or from the retailer or from the

wholesaler.

DEFINITION 3:

John marsh, Director General, British Institute of management, defines customer as:

A person or organization that a marketer believes will benefit from the goods and services

offered by the marketers organization.

As these above definitions suggest, a customer is not necessarily someone who is currently

purchasing from the marketer. In fact, customers may fall into one of three customer groups:

Existing CustomersConsists of customers who have purchased or otherwise used an

organizations goods or services, typically within a designated period of time. Existing

Customers are by far the most important of the three customer groups since they have a current

relationship with a company and, consequently, they give a company a reason to remain in

contact with them. Getting these Existing Customers to purchase more is significantly less

expensive and time consuming than finding new customers mainly because they know and


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hopefully trust the marketer and, if managed correctly, are easy to reach with promotional

appeals.

Former CustomersThis group consists of those who have formerly had relations with

the marketing organization typically through a previous purchase. However, the marketer no

longer feels the customer is an Existing Customer either because they have not purchased from

the marketer within a certain timeframe or through other indications. The value of this group to

a marketer will depend on whether the customers previous relationship was considered

satisfactory to the customer or the marketer.

Potential CustomersThe third category of customers includes those who have yet to

purchase but possess what the marketer believes are the requirements to eventually become

Existing Customers. These requirements to become a customer include such issues as having a

need for a product, possessing the financial means to buy, and having the authority to make a

buying decision. Locating Potential Customers is an ongoing process for two reasons. First,

Existing Customers may become Former Customers and, thus, must be replaced by new

customers. Second, while we noted above that Existing Customers are the best source for future

sales, it is new customers that are needed in order for a business to significantly expand.

Once we have understood who a customer is, it is necessary to understand what customer

satisfaction is and why it is important.

Customer Profiling:

Customer profile may be defined as customer description that includes demographic,

geographic and psychographic characteristics, buying pattern, creditworthiness, purchase

history etc. This description may include information pertaining to the income level,

Occupation, level of education, age, gender, hobbies, and/or area of residence. For example,

magazine advertising salespeople provide advertisers with customer profiles describing the

type of person who will be exposed to the advertisements in that magazine. The description

may include income, occupation, level of income, occupation, level of education, age,

gender, hobbies, area of residence etc.


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These customer profiles which are built by the companies help them to understand their

customers better. Using this customer profile the companies are able to identify and

segment their potential customers.

CUSTOMER SATISFACTION:

The word "satisfaction" comes from the Latin words satis (enough) and facere (to do or

make). These words suggest the true meaning of satisfaction, which is fulfillment.

Managerially, fulfillment usually translates to solving problem& satisfying the customer is

not enough. To produce high level of customer loyalty, businesses need to move beyond

more satisfaction, to customer delight.

The Purpose of Business:

Peter F. Drucker, considered to be one of the leading management gurus in the world,

believes that the purpose of business to create and then retain a satisfied customer.

Although firms have to make money, Drucker argues that making money is a necessity and

not a purpose. It is, in fact, the end result, a desirable outcome of creating a satisfied

customer. Theodore Levitt, a Harvard Business School Professor, who explains this by an

analogy with human beings, expresses similar sentiment - all humans have to eat to survive,

but eating is not their purpose. Furthermore, making money does not provide a legitimatereason for society to support the moneymaking enterprise. A society supports businesses

because they serve its member by catering to their needs to leave them satisfied. If a firm

dissatisfies customers, then not only will these specific customers stop buying from the

firm, but the society at large will condemn the firm and may even penalize it - to the point

of its extinction. In response to such messages, co part of the corporate mission, and utilizes

an understanding of customer behavior as input to all its marketing plans & decisions.


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Definition of Customer satisfaction:

Rather than a single definition, it would be appropriate to have a look at various definitions

given by some of the leading management gurus of the world. As it would help us to understand

the concept of Customer satisfaction in a better manner.

DEFINITION 1:

A famous economist, Karl E. Casedefines Customer satisfaction as:

Equivalent to making sure that product and service performance meets customer expectations.

DEFINITION 2:

According to K. Keller :

Customer satisfaction is the perception of the customer that the outcome of a business

transaction is equal to or greater than his/her expectation.

DEFINITION 3:

According to Sir Peter Parker:

Customer satisfaction occurs when the acquisition of products and or services provides a

minimum negative departure from expectations when compared with other acquisitions.

DEFINITION 4:

As Leon G. Schiffman says:

Customer satisfaction is an individualsperception of the performance of the product or service

in relation to his or her expectations.


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DEFINITION 5:

Whereas according to Dr. Philip Kotler:

Customer satisfaction occurs when the perception of the reward from the purchase of goods or

services by the customer meets or exceeds his/her perceived sacrifice. The perception is a

consequence of matching past purchase and consumption experience with the current purchase.

Measuring customer satisfaction:

There are several ways to gather input from customers. The simplest way to find out how

customers feel and what they want, is to ask them. If you have only 20 customers, you can talk

to each one personally. The advantage of this approach is that you'll get a personal "feel" foreach customer. The disadvantage is that you'll gather different information from each customer

depending on how the conversation goes. Some of the ways in which you can approach the

customer are listed below:

Customer Survey

Customer surveys withstandardized survey questions insure that you will collect the same

information from everyone. Remember that few of your customers will be interested in "filling

out a questionnaire". It's work for them without much reward. By launching a customer survey

as an attempt to find out "how we can serve you better" -- your customers will feel less put

upon.

Here are a few of the possible dimensions you could measure:

quality of service

speed of service

pricing complaints or problems

trust in your employees

the closeness of the relationship with contacts in your firm

types of other services needed

your positioning in clients' minds
http://www.nbrii.com/Create_Surveys/Survey_Questions.htmlhttp://www.nbrii.com/Create_Surveys/Survey_Questions.html


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Focus Groups

Focus groups are good ways to get informal input from a group of customers or prospects. You

bring in 5-10 customers or prospects and ask them questions or have them react to material. You

can pay a professional facilitator and videotape the whole session, or just lead an informal

discussion yourself. In either case, you have a chance to gather ideas about customer needs,

reactions to your company, suggestions for new services, and so forth. In addition to individual

responses, you get ideas that develop as the group reacts to each other's responses.

Client Advisory Groups

One way to get regular input from customers is to put together an advisory group. This can act

like a focus group, but is set up to provide input over time. You may pay members, or simply

buy them dinner every quarter.

There are many benefits to such groups. They give you a source of input from the customer

viewpoint. They provide a sounding board for specific questions. They enhance your

relationship with good customers who become more committed to your success. And they can

move relationships with prospects ahead.

Importance of customer satisfaction:

Why Customer Satisfaction:

A customer is satisfied only when he is getting quality product and quality service which he

perceives. If a company is able to provide both, this will lead to customer satisfaction. A

satisfied customer will develop loyalty towards the company and will buy product of same

company again and again. At the same time he will recommend company's product to others.

This will help company in getting new customers. As a result company's sale will increase and

profits will rise.

Dissatisfied customer on an average will tell 12 others not to buy a product of the company.

With internet and other information technology tools this number could go up to 10,000.


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This will affect the image of the company and will result in loss of sale and profit.

The cost of acquiring new customer is 5 times more than keeping the old one. The old customer

will remain with a company only if they are satisfied with the services provided by the

company.

If a customer has a major complaint, 91 % of such customers will not buy from the company

again. If the problem is resolved quickly, 82% of them will return. So a company should see that

it is able to meet expectations of each and every customer and should not delay in solving

customer's complaint.

CUSTOMER SATISFACTION MODEL by N.Kano:

The customer satisfaction model from N.Kano is a quality management and marketing technique

that can be used for measuring client happiness.

Kanos model of customer satisfaction distinguishes six categories of quality attributes, from

which the first three actually influence customer satisfaction:

1. Basic factors (Dissatisfiers, Must have): the minimum requirements that will cause

dissatisfaction if not fulfilled, but do not cause any satisfaction if they are fulfilled (or

exceeded). The customers take these as prerequisites and take these for granted.

2. Excitement factors (Satisfiers, Attractive):the factors that increase customer

satisfaction if delivered but do not cause dissatisfaction if they are not delivered. Such factors

surprise the customers and generate delight.

3. Performance Factors:The factors that cause satisfaction if the performance is high, and

cause dissatisfaction if the performance is low. Here the attribute performance-overallsatisfaction is linear and symmetric. Typically these factors are directly connected to customer

explicit needs and desires and a company should try to be competitive here.


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The additional three attributeswhich Kano mentions are:

4. Indifferent attributes:the customer does not care about these features.

5. Questionable attributes:it is unclear whether these attributes are expected by the

customer.

6. Reverse attributes:the reverse of this product feature was expected by the customer.

Customer satisfaction is a prerequisite to establishing loyalty. Although satisfied

customers are still at risk of being wooed away by a competitor, they will believe a

business offers a reasonable product or service and, if asked, offer a positive assessment.

The first element of customer satisfaction is a perfect product, designed to be as defect-


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free as possible, and supported by a supply of staff and provisions that can maintain

perfection in the face of absenteeism, service issues, and other foreseeable boundaries.

Second, the product must be delivered by caring people. For example, a customer might

experience the perfection of an on-time, comfortable flight, but a curt and impolite ticket

agent may adversely affect that persons satisfaction.

Third, the perfect product must also be delivered in a timely fashion, especially as the

definition of on-time is getting shorter and shorter. If a service takes longer than the

time anticipated, the provider should communicate this ahead of time so customers can

reset their expectations.

The final element of customer satisfaction is an effective problem resolution process. A

breakdown in service or product quality can lead to an emotional moment that can make

or break the relationship with a customer.

Although avoiding such problems is the ideal, an effective recovery can restore and even

strengthen a customers confidence in a businesss capabilities

IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy and satisfied with

the products and services provided by a business. Consumer satisfaction is important

because when a customer is happy with a service or goods provider, they are most likely

to be loyal and to make repeat orders and to use a wide range of services offered by a

business. This will boost business sales.

Customers are the end users of products and services produced by any company and

customer satisfaction is extremely important in increasing profit margins as well as

customer retention. If you satisfy your customers they will be more likely to come back

and also bring their friends


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In researching satisfaction, firms generally ask customers whether their product or service

has met or exceeded expectations. Thus, expectations are a key factor behind satisfaction.

When customers have high expectations and the reality falls short, they will be

disappointed and will likely rate their experience as less than satisfying. For this reason, a

luxury resort, for example, might receive a lower satisfaction rating than a budget motel

even though its facilities and service would be deemed superior in 'absolute' terms.

Advantages of Customer Satisfaction

Up-to-date feedback: Gather current customer feedback on various aspects of

your company. You can stay on top of customer trends through regularly scheduled online

surveys or email surveys, and receive instant customer feedback. It is always useful to

acquire insight into how your customers are currently reacting to all aspects of your

business.

Benchmark results:You can administer the same survey every so often to

customers to gain continued insight into your customers. Surveys can have the same

questions, which will allow you to compare data over time and benchmark survey data

across previous years to determine if any changes need to be made.

Show that you care: Customers like to be asked for their feedback.It gives the

customer the perception that your company values them; is committed to keeping them as

a long-term customer; and bases business decisions on their feedback.

Disadvantages of Customer Satisfaction

Too many surveys, so little time:Your customers are bombarded with online

surveys. Surveys may be simple to complete, however, some people simply dont like to

complete them. Sending surveys too often can irritate customers and lead to customer

burnout. Customer burnout can result in low response rates or result in lower satisfaction

scores, despite your reputation for providing excellent products or services.

Privacy Issues: We live in a high-tech environment filled with daily doses of

unwanted junk email, email solicitations, and sales calls. When taking an online survey or


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a phone survey (or any type of survey), it is hard for your customers to believe that they

arent being tracked. Because of insecurities of releasing private information, customers

today are hesitant in giving out information that may lead to more junk email and

unwanted calls. Make certain to assure customers that the information they provide in

response to your customer satisfaction surveys will not be used. Without this disclaimer, it

may be difficult to receive a good response rate.

Customer Satisfaction in 7 steps:

1. Encourage Face-to-Face Deali ngs:-

This is the most daunting and down right scary part of interacting with a customer.If you're notused to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it

does get easier over time. It's important to meet your customers face to face at least once or even

twice during the course of a project.

2. Respond to Messages Promptly & Keep Your

Clients Informed: -This goes without sayingreally. We all know how annoying it is to wait

days for a response to an email or phone call. It might not always be practical to deal with all

customers' queries within the space of a few hours, but at least email or call them back and letthem know you've received their message and you'll contact them about it as soon as possible.

Even if you're not able to solve a problem right away, let the customer know you're working on

it.

3. Be Fri endly and Approachable: -

A fellow Site Pointer once told me that you can hear a smile through the phone. This is very

true. It's very important to be friendly, courteous and to make your clients feel like you're their

friend and you're there to help them out. There will be times when you want to beat your clients

over the head repeatedly with a blunt object- it happens to all of us. It's vital that you keep a

clear head, respond to your clients' wishes as best you can, and at all times remain polite and

courteous.


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4.Have a Clear ly-Def ined Customer Service

Policy: - This may not be too important when you're just starting out, but a clearly defined

customer service policy is going to save you a lot of time and effort in the long run. If a

customer has a problem, what should they do? If the first option doesn't work, then what?

Should they contact different people for billing and technical enquiries? If they're not satisfied

with any aspect of your customer service, who should they tell? There's nothing more annoying

for a client than being passed from person to person, or not knowing who to turn to. Making

sure they know exactly what to do at each stage of their enquiry should be of utmost importance.

So make sure your customer service policy is present on your site -- and anywhere else it may

be useful.

5. Attention to Detail (also known as 'The L ittl e

Niceties'):- Have you ever received a HappyBirthday email or card from a company you were a

client of? Have you ever had a personalized sign-up confirmation email for a service that you

could tell was typed from scratch? These little niceties can be time consuming and aren't always

cost effective, but remember to do them. Even if it's as small as sending a Happy Holidays email

to all your customers, it's something. It shows you care; it shows there are real people on the

other end of that screen or telephone; and most importantly, it makes the customer feel

welcomed, wanted and valued.

6.Anticipate Your Client' s Needs & Go out OfYour Way to Help Them Out:-

Sometimes this is easier said than done! However, achieving this supreme level of

understanding with your clients will do wonders for your working relationship.


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7. Honour Your Promises:-

Its possible this is the most important point in this article. The simple message:

when you promise something, deliver. Clients don't like to be disappointed.

Sometimes, something may not get done, or you might miss a deadline through no

fault of your own. Projects can be late, technology can fail and sub-contractors

don't always deliver on time. In this case a quick apology and assurance it'll be

read.


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CUSTOMER CARE AT BHARAT GAS

At Bharatgas, we believe that the customer comes first and so to provide convenience to

the customers, various facilities are available:

Endeavour to Home Deliver safe and sound refill cylinders within 48 hours of booking in

normal situations.

Home Delivery of refill cylinders.

Preferred Time Delivery Scheme.

Weighing of cylinders at the customer`s premises on request.

Multiple cylinder booking channels like telephones, in person, SMS, IVRS and Internet.

Piped Natural Gas Consumers!

Under the provisions of The Liquefied Petroleum Gas (Regulation of Supply and

Distribution) Order, 2000 as amended vide notification dated September 10, 2009, supply

of PNG to an LPG domestic consumer is prohibited activity.

We therefore request you to kindly surrender your Bharatgas connection to your

distributor along with your Subscription Voucher and obtain a "Safe Custody TV for PNG

consumer". You will have an option to take LPG connection of Indane, Bharatgas or HP

gas anytime, anywhere in the country, whenever you need it. No charges will be levied for

entrusting your LPG connection in our safe custody. All you need is to call your

distributor who will send a representative. We have also advised your distributor to

contact you to complete the following formalities:

1. Refund the deposit amount mentioned in the Subscription Voucher issued at the time of


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release of Bharatgas connection against return of cylinders and pressure regulator.

2. Take a copy of your latest PNG bill against which a Special Termination Voucher

called "Safe Custody TV for PNG consumer" will be given to you. It is without anyrestriction on validity and also transferable to any of the family members (Father, Mother,

Son, Daughter, Brother, Sister) anywhere in the country.

Whenever you wish to transfer your connection to your family member against safe

custody TV, all you need to do is fill in the transfer authorization. Click the link below for

the format. The person to whom you have authorised transfer of connection should present

this letter authorized by you along with "Safe Custody TV for PNG consumer"given to

you by the LPG distributor. LPG Distributors shall issue new LPG connection after

completing necessary formalities.

Multiple Connection Holders !

The LPG control order, 2000 and its amendment of the Government of India permits one LPG

cooking gas connection to a household and restricts possession of more than one connection of

LPG by a household under the public distribution system.

You will appreciate that holding multiple (more than one) LPG connections is unnecessarily

blocking the precious inventory of cylinders and pressure regulators with consumers like you

which could otherwise be utilized for the benefit of other persons waiting for LPG connections

who otherwise resort to use of non eco-friendly fuels thus harming the environment.

Therefore, LPG consumers having more than one gas connection in his/her household is hereby

advised to surrender his/her multiple connections, immediately. Those left with only a single -

cylinder connection after surrendering the other connection(s) will have the option of converting

the same into a Double Bottle Connection (DBC).

The Oil Marketing Companies (IOC, BPC and HPC) between them, have shared customer data

to identify households with multiple connections and will stop supplies to such households


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forthwith till the multiple connections are surrendered.

In case you are in possession of a piped gas connection or a beneficiary of LPG reticulated

system the same rule holds good and you are required to surrender the LPG connection

forthwith.

We would also like to state that in case you are in possession of a Piped Gas (PNG) connection

or a beneficiary of LPG reticulated system the same rule holds good and you are required to

surrender the LPG connection forthwith.

You are requested to visit the showroom of your distributors or call them over their telephone

numbers on any working day between 10 AM and 5 PM for surrender of your connection/s or

register on www.ebharatgas.com and use the link for informing your intent to surrender the

extra connection/s.

You are also requested to fill in the KYC format ( Customer Information Sheet) as mandated by

the government and submit the same along with POI & POA to your distributor for updating our

records and unblocking one connection.

Multiple Channels to book your Bharatgas Cylinder

Offering you the flexibility and convenience of booking your refill cylinder at anytime, from

anywhere in the country, when you are on the move, on a holiday or at home through 4 modes:

1. Online thoughwww.ebharatgas.com

2. Through SMS

3. Through IVRS

4. Through a mobile app for Android & iphones

2.


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24 hr. Bharatgas cylinder booking facilities on www.ebharatgas.com

The Online Customer Service permits the Bharatgas Customer, at registration, to create his / her

own Login ID and Password, which will enable him / her to interact online and access

information in a secure environment and avail of the following facilities:

Place an order for refill cylinder ONLINE

View Refill Order Status/Brief History

Avail of the Reminder Service

Participate in Contests / Promotions as and when organized on the site

The Online facility of booking Bharatgas cylinders is available to all Bharatgas customers.

Refill booking through SMS

This facility is available to all Bharatgas Customers across all Metro cities and State capitals To

avail the facility, please follow the steps given below:

Register your Mobile number (for the First Time Only) with your LPG

Distributor

For Refill Booking(through SMS) Type on your Mobile LPG

- Send this SMS to 57333.

- Vodafone, MTNL, Idea, Airtel & Tata Users can also send this SMS to 52725.

When you book for refill cylinder, you will receive an SMS confirming the Booking of refill

cylinder with booking reference number

When the cylinder is delivered, you will receive an SMS confirming the delivery of the refill

cylinder with delivery date.


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Book your LPG refill cylinder at YOUR convenience on IVRS 24x7

Now we bring to you IVRS facility for refill booking. The benefits of using IVRS for refill

cylinder booking are many:

You can book the cylinder at your convenience 24 x 7 on all 365 days

No extra charges

You can choose the language - Option of Local Language / Hindi / English is

available

You will receive Confirmation of Booking through SMS

You will also receive Confirmation of Delivery through SMS

To start using IVRS, all you need to do is register your phone number (landline and/or mobile)

with your LPG distributor, this is a one-time exercise. For registering your phone number, you

can download the form from our website www.ebharatgas.com, fill in the details and hand it over

at the distributorship. You can use your landline or mobile to book the cylinder, however we

suggest that you register both your landline and mobile number so that you have the benefit of

receiving the confirmation SMS.

Value Added Services

Toll Free No. for Queries & Complaints

Please call our toll free nos. 18002333555 for your queries, suggestions and complaints. This

facility is available to all across the country on 24 X 7 basis.

Calls are attended to by the Call Centre Executives from 8 am to 8 pm and through IVRS

between 8 pm and 8 am.

Callers are given an Unique call ID on registering a query, suggestion or complaint. Callers

can at a later date enquire on the status of their call by quoting the Unique call ID given to


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them at the time of registering their call.

The service is free of cost to the caller.

Preferred Time Delivery Scheme

In our constant endeavour to provide convenience to our esteemed Customers, we are pleased to

announce the launch of Preferred Time Delivery Scheme.

The facility is being launched to start with for customers in Mumbai, Kolkata, Delhi, Chennai,

Bangaluru, Hyderabad and Pune and also outskirts of these cities i.e. Gurgaon, Noida, Faridabad,

Ghaziabad, Sonepat, Thane, Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme will be

extended to all towns having population of about 10 lakhs in the near future.

Under the scheme, Customers can choose to receive the refill cylinder delivery at home on theday and time of his choice. The applicable charges approved by the Government as given in the

table below:

\

Time Slot *Charges per delivery in Towns

ith population of ten lakh and

above

*Charges per delivery in

other Towns

Before8 AM Rs.50 Rs.40

8AM to 11 AM Rs.25 Rs.20

11 AM to 3 PM Rs.25 Rs.20

3 PM to 6 PM Rs.25 Rs.20

6 PM to 8 PM Rs.50 Rs.40

Only

Saturday/Sunday

Rs.25 Rs.20


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( 8 AM to 6 PM )

*Inclusive of Service Tax

The customer can opt for any one of the following three options

Preferred Time Customer

A Customer can opt for preferred time on any day starting from Monday upto Friday. Such a

choice would indicate that he is ready to accept the cylinder on any day from Monday to Friday

on the fixed time slot specified. If the delivery cannot be made on the preferred time slot on a

particular day because the Customer is not available, the cylinder will be delivered on the next

day same time slot.

Preferred Day and Time Customer

A Customer can opt for a day in addition to the selected time slot. This option means that the

Customer is ready to accept the refill delivery only on the specified day and time. If the delivery

cannot be made on the preferred time slot on a particular day because the Customer is not

available, the next delivery will be made on the same day and time in the following week.

Saturday/Sunday Preferred Customer

A Customer can opt for either Saturday or Sunday. This option means that the Customer is ready

to accept the refill delivery at any time between 8 am and 6 pm on the preferred day. There is no

option for a time slot on Saturday and Sunday. If the delivery cannot be made on the preferred

day because the Customer is not available, the delivery will be made on the same day and time in

the following week.

Domestic LPG being subsidized, customer will not receive the cylinder out of turn. After

customer's refill booking matures, the cylinder will be delivered to him on the next preferred

time/day/day and time as per the choice.


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Beyond LPG

Providing convenience being at the heart of every activity in Bharatgas, a value-added service

to customers in an initiative known as Beyond LPG was launched. Under this initiative,

distributors make available to the customer branded products at their doorstep at attractive

prices. This service is offered by select distributors in the network. The products range from

durables to FMCG. Flame- retardant aprons add to the safety. High quality Suraksha LPG hose

and fuel efficient hotplates are available through all distributors.

'SURAKSHA LPG Hose'- a new Brand of LPG rubber tube.

In line with our commitment towards Customer's Safety. 'SURAKSHA' - a new Brand of LPG

rubber tube for the homes, is essentially aimed at that. One of the most desired innovations ofpresent times, this hose is

Flame Resistant

Abrasion, Ozone & Weather Resistant, hence no cracks

Strong (Steel wire reinforced) hence rats can't bite through steel wire.

Long Life (5 years guarantee)

Leak Proof (Multiple Layers)

Designed after extensive Research at the Industry backed 'LPG Equipment Research centre', in

Bangalore, this special reinforced rubber tube is now made available to the Customer.

Available Pack Sizes

To match the individual needs of customers, various pack sizes have been made available.

For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylinders

For Industrial / Commercial - pack sizes of 5kg, 19kg, and 35 kg. and 47.5 kg. as

well as bulk LPG


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Assistance to switchover from other fuels to LPG

LPG is an ideal fuel for various Commercial & Industrial applications because of its properties.

We are pleased to offer you Assistance in Designing and Commissioning of LPG installation for

Industrial & Commercial sector.

Packed LPG Installation

LPG can be used for economy and convenience in the following applications:

Cooking

Hot Food Cabinets

Water Heating

Lighting

Space Heating in Poultry

Industrial Applications viz. Furnaces, Glass Industry, Ferrous Industry, production

of Endo and Exo gases for Metallurgical Applications, Ceramic Industry, Textile,

Paint Baking, etc

The cylinder installation for Commercial & Industrial applications can be designed with a

package size of 19 kg. 35 kg. and 47.5 kg. cylinders.

Bulk LPG installations

Bulk LPG Installation is being used in following LPG Applications Heat Treatment in auto industry, Paint , Baking, Firing of Stoneware, Feed Stock, Metal Melting,

Forging, Annealing, Stress Relieving, Glass Melting, Metallurgical applications like Annealing,

Billet Heating, Melting, Descaling, Stress Relieving, Mould / Cupola / Ladle Pre-Heating.


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Advantages of LPG

Portability for packed LPG

Ease Of Control

High calorific value

LPG as a fuel is instant start & required temperature is achieved in a short time. The flame

temperatures can be controlled even upto + 2 deg. Celsius.

Self Pressuring: LPG is stored under pressure & thus no pumps or gravity system is required

to get fuel flow to the burner.

Clean Combustion: LPG, while it burns, the complete combustion is achieved with Carbon

dioxide level of 13-14 % and has very low pollutant level.

Low Maintenance: The LPG burner design is very simple, which makes burner maintenance

free. LPG attains complete combustion, the carbon deposits on burner are very low, and this

gives burner a long life.

In case you need any assistance, you may contact our nearestLPG Territory office or

contact

Mr. Bharat Darnal, SR MANAGER MARKETING SERVICES (LPG)

Phone: 022 - 22714563

Email :[email protected]

Piped LPG

Assistance in Designing and Commissioning of Reticulated supply of LPG (Piped LPG

supply in residential complexes)

Reticulated system is supplying LPG through pipeline network from a centralized cylinder bank

or bulk installation to the customer's kitchen. The system is designed through multiple pressure

regulation stages to reach LPG to the users at low pressure to make it safer.
http://www.ebharatgas.com/ebgas/pages/customer/contactus.jspmailto:[email protected]:[email protected]://www.ebharatgas.com/ebgas/pages/customer/contactus.jsp


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It also covers customers who are supplied through reticulated system of LPG.

In case of any unfortunate accident, please take assistance of your distributor or contact our

nearest office to know how to proceed with lodging the claim.

Emergency service cells

Bharatgas Emergency Service Cells

To attend to LPG leakage complaint calls after Distributor's working hours and on holidays,

Emergency Service Cells (ESCs) have been set up in select markets. Please contact the nearest

ESC in the event you have an emergency.

To view the various Bharatgas Emergency Service Cells/Bharatgas

Helplines,

In addition to the ESCs, "Bharatgas Helplines" provide 24-hour service for emergency LPG

leakage calls in select cities.

EmergencyService Cells in Ludhiana

BHARATGAS HELPLINES

M/s. Talwar Gas Service,33, College Road,

Ludhiana.

(on behalf of all BPC distrs.in Ludhiana)Phone no-9814126266


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Review of Literature


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In todays competitive world where every company is striving to retain and capture market the

importance of satisfying the existing customers has increased. And almost every company

realizes this, it is only because of this reason that the companies are spending huge amounts for

finding out the level of customer satisfaction and trying to improve this level by providing better

products and services.

Some of the researches that have been done by various companies in different sectors, in the

field of customer satisfaction have beendiscussed below.

Customer Survey I :

A survey was conducted by The University of Michiganto find out the level of customer

satisfaction for Lexus carowners and users.

According to the report the customers rated Lexus as 87 on a scale of 100. It was also found that

the major criteria for satisfying the customer were not the incentives but the quality of the cars.

The report suggested the company to reduce the production runs and concentrate on improving

the quality.

Customer Survey II:

A customer satisfaction survey was conducted by the SKY(Satellite TV), which found out that

approximately 62% of the respondents were very dissatisfied (along with another 25% who were

dissatisfied) with the cost of cable television service.

A majority of the respondents were satisfied with the friendliness and courtesy of customer

service personnel, however, approximately 30% of the respondents rated the cable company's

performance as poor. With regard to open-ended comments, respondents felt that the cost of the

cable service was too high, a need for cable competition existed and the desire for a basic cable

package offering was desired.


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Customer Survey III:

According to a survey conducted by J.D. Power Asia Pacific, to find the level of customer

satisfaction among the MarutiSuzuki car owners, the company scored 838 points on a scale of

1000.The study assesses the overall contentment of the owners of the vehicle who visited their

official dealer or service centre for maintenance or repair work in the initial 12 to 18 months of

ownership.

The report suggested that the overall satisfaction level of the customers is determined by utilizing

seven measuresincluding service quality; user-friendly service; service advisor; service

initiation; service delivery; and in-service experience.

Customer Survey IV:

A customer satisfaction survey was conducted by the Institute of Air Navigation Services to

find out the level of satisfaction among the students.

The survey accounted 2774 students, it was found that around 90% of the students were satisfied

with the modules and more than 88% students indicated that the modules met the objectives.

However about 23% of the students recommended a change in the structure of the modules. The

analysis of the open ended questions showed that around 56% of the students wanted changes in

the e-learning & training programmes.

Customer Survey V:

Another customer satisfaction survey was conducted by LaCHIP (Louisiana Childrens Health

Insurance Program),which showed that although more than 76% of the customers were

satisfied with the services provided but nearly 38% of the customer thought that the process of

applying for the program was very cumbersome and time consuming.


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Customer Survey VI:

National Centre For Education Statistics (NCES)conducted a customer satisfaction survey to

find out the level of customer satisfaction related to theNCES publications, NCESdatabases &

user tools and other services provided by the NCES.

The survey concluded that about 90% of the customers were either satisfied or very satisfied

with the publications & the services provided by the NCES.

And not more than 5% of the customers reported dissatisfaction with such publication aspects as

overall quality of report, comprehensiveness, ease of understanding, relevance of information,

and accuracy. However, 15% of users reported dissatisfaction with timeliness.

Customer Survey VII:

A customer satisfaction research conducted by Don Dewees and David Duffin the field of

automobile insurance sector in the U.S.A. According to this report although it was thought that

Monetary compensation for the vehicular accidental claims was the path to customer satisfaction,

however the customers thought that a bundle of small things such as promptly answered

telephone calls or mails, recognition that the person applying for the claim is going through a

stressful and emotional period, contribute a great deal in customer satisfaction.

Customer Survey VIII:

Another customer satisfaction survey was conducted at the Marina Mall. This survey was

conducted using a questionnaire as the research instrument, with a sample size of 300 people

visiting the mall, which included 150 males & 150 female respondents. Questions relating to

different aspects of the mall in the areas of design, service, atmosphere, quality, selection,

variety, products, and sales people, as well as parking and time preferences for visiting the mall.

Findings in this study include gender differences in the types of shops, food establishments,

entertainment, etc. however, the Marina Shopping Mall is rated by the respondent/consumers


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participating in this study as having satisfied their expectations in most areas and totalling a

majority percentage as well.

Customer Survey IX:

NBRI (National Business Research I nstitute)conducted a research for the HYATT HOTELS,

U.S.A. After the terrorist attack of 9/11, as the sales for the hotel were falling drastically, the

leading hotel chain engaged NBRI to a customer satisfaction survey to find the level of customer

satisfaction and ways to improve the same.

The survey revealed that price was no longer the factor effecting the perception or the level of

satisfaction of the customers. However, according to more than 86% of the customers security

arrangements and the friendliness of the staff were the main reasons for customer satisfaction or

dissatisfaction.

Customer Survey X:

Another research in the field of evaluation of customer satisfaction was conducted by

Starbucksindicated that customer satisfaction, not just customer service, had to be improved

quickly and that Starbucks' head office had failed to see a changed customer base. The report

points out that, inspiring customer loyalty requires local store level efforts to remove the public's

perception of a corporation only interested in generating more stores.

Customer Survey XI:

A customer satisfaction survey conducted by Yamaha Motor India Pvt. Ltd. revealed that

more than 78% of the customers were either highly satisfied or satisfied. Out of these 56% of the

highly satisfied or satisfied customers turned out to be the repeat purchasers of the Yamaha

bikes.The main reasons of satisfaction among the customers were the fuel economy & power of

the bikes.


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INTRODUCTION OF STUDY

The study was to gain improved understanding of the forces and factors present in after-salesactivities, and the role of these in enhancing or endangering business. The objective was to gain a

better understanding of how a supplier could successfully manage its "customer care" activities

in the dynamic Gas market. The term, "care" is used extensively in the study as a doorway into

the world of after sales activities as well as an organizing construct for interpreting what was

found. The concept of care includes activities related to maintenance and preventive

maintenance. It additionally includes services that can link back to help enhance pre-existing

capabilities for delivery of products or systems. Processes and measures of customer satisfaction

and loyalty provide two critical aspects of the study.

The importance of the concept of care and the actions that define it were found to be critically

important for a customer's total satisfaction. The importance of the care phase in the total

customer process was found to increase as the customer relationship matures.

This work, arrived out to implement this idea, illustrates that there is a great, unrealized

potential, particularly in the creation of a viable model of after sales customer care able to

accommodate the complexity of contemporary business development.


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RESEARCH

METHODOLOGY


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NEED FOR THE STUDY:

The main purpose of the study is to understand the satisfaction of customers towards after sales

services of Bharat gas agency which will help the company to make proper marketing strategy to

render good services and satisfy the needs of the customers. The study was to help the company

to make proper strategies and emphasize on their weaker areas

OBJECTIVES OF THE STUDY:

To understand the efficiency and effectiveness of existing services at Bharat gas agency

Ludhiana.

To know the customers opinion with regard to after sales service of their gas delivery

To know the satisfaction of customer with regard to post sales services.

To identify the factors which affects improvement and development in rendering service

SCOPE OF THE STUDY:

The study will help the company to know their efficiency and effectiveness of existing

services.

The company can find out the impact of service in developing new customers.

The study will help the company to make proper marketing strategy for their weaker

areas.

The study covers the customers of Bharat gas agency in Ludhiana.


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RESEARCH METHODOLOGY:

Researchis defined as a scientific &systematic search for pertinent information on a

specific topic. Research is an art of scientific investigation. Research is a systemized effort to

gain new knowledge. It is a careful inquiry especially through search for new facts in any branch

of knowledge. The search for knowledge through objective and systematic method of finding

solution to a problem is a research.

Research methodologyis a way to systematically solve the problem. It may be understood has a

science of studying how research is done scientifically. In it we will study the various steps that

all generally adopted by me in studying my research problem along with the logic behind them.

RESEARCH DESIGN

A research is the arrangement of the conditions for the collections and analysis of the data in a

manner that aims to combine relevance to the research purpose with economy in procedure. In

fact, the research is design is the conceptual structure within which research is conducted; it

constitutes the blue print of the collection, measurement and analysis of the data.

In this, research design of this project the study was conducted by the survey method.

Taking sample of 200 customers owning gas by commencing sampling using the research

instrument as the questionnaire.

Personal interview was considered as the sample plan.

For this project area of research was LUDHIANA city.


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DATA COLLECTION:

For any study there must be data for analysis purpose. Without data there is no means of study.

Data collection plays an important role in any study. It can be collected from various sources. It

can be collected from two sources which are given below:

Primary Data:

Data that has been collected from first-hand-experience is known asprimary data.Primary data

has not been published yet and is more reliable, authentic and objective. In the project it can be

collected through

Personal Investigation

Observation Method

Information from correspondents

Information from superiors of the organization

Secondary Data

Data collected from a source that has already been published in any form is called as secondary

data. The review of literature in nay research is based on secondary data. It can be collected

from:

Published Sources such as Journals, Government Reports, Newspapers and Magazines

etc.

Unpublished Sources such as Company Internal reports prepare by them given to their

analyst & trainees for investigation.

The data was collected from the following sources:
http://readingcraze.com/index.php/types-of-primary-data/http://readingcraze.com/index.php/types-of-primary-data/http://readingcraze.com/index.php/types-of-primary-data/


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A. PRIMARY DATA:

The data collected from the company persons.

Questionnaires

B. SECONDRY DATA:

Interviewing with the owners of gas

Internet

Magazines, Catalogues, etc.

Data source Primary (field survey)

Secondary (Internet, Catalogues,

Broachers.)

Area of research Ludhiana

Research Approach Survey Method

Research Instrument Questionnaire

Sample Unit All existing and potential customers

Sampling Method Random sampling

Sample Size 200 units


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SAMPLING:

Sample plan is to know the customer satisfaction index of after sales service .In this project it

comes through personal interview.

SAMPLE SIZE:

Sample size for this project was 200 customers who are gas owners.

SAMPLE UNIT:

The customers of Bharat gas agency who are using gas, Ludhiana.

SAMPLING METHOD:

Non- probability sampling i.e. Random Sampling.

MEASURING TOOLS:

For preparing this project Questionnaire has considered as measuring tool for collecting the

data.


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INTERPRETATION


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RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:

1. How do you use to cook the food before purchasing a gas?

Frequency Percent

Valid Electrical coil 84 42%

Wood 70 35%

Kerosene 46 23%

Total 200 100%

The same information is presented in the form of diagrammatically as follows:

The information presented in table 1 reveals that:

42% of the respondents were using the electrical coil for cooking before purchasing the gas. 35%

of the respondents were using the wood for cooking and remaining 23% of them were using the

kerosene for the cooking before they purchasing the gas.

0

5

10

15

20

25

30

35

40

45

Electricalcoil

wood kerosene

Pe


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2) Which Company Gas do you use?

Frequency Percent

Valid B P C 182 91%

H P C 10 5.%

I O C 8 4%

Total 200 100%


Diagram-.2

The information presented in table 2 reveals that:

91% of the respondents are using the B P C gas. 5% of the respondents are using the H P C gas

and remaining 4% for the I O C gas

0

20

40

60

80

100

BPC HPC IOC

Pe


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3). How many Cylinders do you have?

Frequency Percent

Valid ONE 138 69%

TWO 62 31%

Total 200 100%


Diagram-3

The information presented in table- 3 reveals that:

69% of the respondents are using single cylinder and While 31% of them are using double

cylinders

020

40

60

80

One Two

Pe


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4). How often you Refill your Cylinder?

Frequency Percent

Valid 20-30 days 52 26%

30-50 days 28 14%

50-60 days 100 50%

Above 60 days 20 10%

Total 200 100%

The same information is presented in the form of diagr

full final report bharatgas

Documents