A Project Report on Exide

A Project Report On Sales And Advertising Department of EXIDE COMPANY

Submitted By SINTU KUMAR

Under the guaidence of Prof .Gopal Krishna M.

In the partrialFullfillment of the The degree of Bachelor of Business Administration University of Pune.

College Of Commerce Science And Information Technology Pune – 411019 2010-2011

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Declaration

I the undersigned , sintu Kumar , hereby declare that the project work entitled , “A PROJECT ON THE STUDY OF SALES

AND FORECASTING DEPARTMENT OF THE EXIDE “ has been completed under the guidance of prof . Gopal Krishna M.

This project is my original research work and the data collected by me is original and not copied from any other source.

SINTU KUMAR.

S.R.No

CONTENT

1

Introduction

1

PAGE NO. 2 to 4

2

Objectives

5 to 6

3

Scope

7 to 9

(a) (b)

Organization point of view Researcher point of view

4

Theoretical Background

10 to15

5

Company profile

16 to 36

a. b. c. d.

6

7

History of Organization Organizational structure Products Profile Achievements and awards

Research Methodology a. Data collection b. Sampling techniques c. Sample size d. universe Data Analysis and Interpretation

37 to39

40 to56

8

Findings

57 to 58

9

Suggestions

59 to 60

10

Limitations

61 to 62

11

Summary

63 to 70

- Bibliography - Annexure

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CHAPTER -1 INTRODUCTION

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Introduction Exide Industries Ltd is the country’s largest manufacturer of lead acid storage batteries and power storage solutions provider. With seven international standard factories spread across the nation, the company offers one of the widest ranges of batteries for every conceivable application in industrial as well as automotive segments. Exide also has a manufacturing subsidiary in Sri Lanka and does business globally through its subsidiaries and affiliates in South-East Asia, Australia and Europe. Exide’s products are sold globally, particularly in developed markets like Australia, Japan and Western Europe, under its own brand name. Exide’s strong brand pull, established in India for close to hundred years, is supplemented by its nationwide dealer network and a very strong R&D center. With the help of two of its Japanese collaborators – Shin Kobe and Furukawa - Exide has consistently remained at the cutting edge of international battery technology and introduced various pioneering products and power storage solutions in the Indian and global markets. Exide’s products find application in automotive, two-wheelers, inverters, UPS, power, telecom, railways and submarines, among others. Exide is also present in the non-conventional energy business where it designs and integrates solar and wind power solutions. Exide Technologies, with operations in 80 countries and fiscal 2009 net sales of approximately $3.3 billion, is one of the world's largest producers, distributors and recyclers of lead-acid batteries. The Company's four global business divisions – Industrial Energy Americas, Industrial Energy Europe, Transportation Americas, and Transportation Europe – provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications. In addition, Exide’s Asia Pacific/ Rest of World operations contribute sizeable revenues to the Company, divided evenly between the Industrial Energy and Transportation products and services. Exide Technologies is a global business organized to serve customers’ complex stored energy systems needs. Key strengths of the Company are that its products and services span global markets and geographic borders, melding two significant bases of experience and technology expertise from its Transportation and Industrial battery divisions. The Company shares expertise across business segments. For example, Exide established a global network of battery testing centers and design improvement centers in North America, France, Spain, Australia and the U.K. This global footprint enables better and faster means of introducing innovations in products and services, changing the way the world uses and stores electrical energy.

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Exide Technologies extends its customer offerings by selling services and systems that enhance vehicle performance and fleet utilization or reduce risk of loss of power problems. Exide is providing energy solutions – not merely batteries. Exide Industries Ltd, the country’s largest lead acid storage battery manufacturer and stored energy solutions provider, today declared its annual results for the year 2008-09. While net turnover during the 12-month period rose 19 per cent to Rs 3,393 crore, net profit during the same period increased 14 per cent to Rs 284 crore.

During the fourth quarter of the financial year 08-09, the company clocked a net turnover of Rs 798 crore which shows a marginal growth. However, the Profit before Tax at Rs 106 crore and Net Profit at Rs 68 crore shows a growth of 19 per cent and 9 per cent respectively. Exide industries provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications. Transportation markets include original-equipment and aftermarket automotive, heavy-duty truck, agricultural and marine applications, and new technologies for hybrid vehicles and automotive applications. Industrial markets include network power applications such as telecommunications systems, electric utilities, railroads, photovoltaic (solar-power related) and uninterruptible power supply (UPS), and motive-power applications including lift trucks, mining and other commercial vehicles. The project was carried out for study and analysis the dealers network and consumer’s perception about Exide batteries in Pune. It was done mainly to know the satisfaction level of the dealers against the different services provided by the company and also to know the consumer’s satisfaction against the product and services provided by the dealers.

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CHAPTER-2 OBJECTIVE For consumers & dealers

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Researcher has carried out research for customer & dealer. The objective of customer and dealer are as following: For customers :-

To find out the consumers’ satisfaction level for services provided by the Exide dealers. 



To know the specific reasons for which customers purchase Exide batteries.

 For dealers:-

To find out the satisfaction level of the dealers for company.

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CHAPER-3 SCOPE A) Organization point of view B) Researcher point of view

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A)

Organization point of view

 Beneficial for organization for sales forecasting.

 Helps the company to know about their competitor in market.  Make clarifications about dealers.  Moves organization to evaluate SWOT analysis.

 Helps in the planning of marketing strategies for the product.  Makes company to know more about current trend and requirement of market.  Help to know that really consumers are satisfied with the product OR not.

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B)

Researcher point of view

 Get the practical implementation of the research.

 Learns the practicality of the marketing concepts.  Get more confidence by interacting with others.  Enhances the ability of observing.

 Improves the analytical thinking.  Get the knowledge of marketing environment.

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CHAPTER-4 THEORITICAL

BACKGROUND

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MARKETING RESEARCH

Marketing research plays an important role in the process of marketing.Starting with market component of the total marketing talks. It helps the firm to acquire a better understanding of the consumers, the competition and the marketing environment.

DEFINITION

“Marketing research is a systematic gathering, recording and analysis marketing problem to facilitate decision making.” - Coundiff & Still. “Marketing research is a systematic problem analysis, model building and fact finding for the purpose of important decision making and control in the marketing of goods and services. -

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Phillip Kotler.

RESEARCH INSTRUMENT USED - DETAILS & WHY? If one wants to know what type of dentifrice people use, what they think of, television commercials, or why they buy particular brands of cars, the natural procedure is to ask them. Thus, the questionnaire method has come to be the more widely used of the two data collection method. Many consumers are now familiar with the telephone caller who greets them with “We are making a survey”, and then proceeds to ask a series of questions. Some interviews are conducted in person, others by telephone, and others by mail. Each of these has its special advantages and disadvantages and limitations. The questionnaire method in general, however, has a number of pervasive advantages and disadvantages. Discussion of particular variations will be more meaningful if these characteristics of the general methods are brought out first.

A questionnaire consists of list of questions to be asked from the respondents and the space provided to record the answer / responses. Questionnaire can be used for the personal interviews, focus groups, mails and telephonic interviews. The choice among these alternatives is largely determined by the type of information to be obtained and by the type of respondents from whom it is to be obtained. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to question, written or oral.

Questionnaire in the project consists of: 30  Multiple choice questions  Dicthomus MULTIPLE CHOICE QUESTIONS: Questions of this type offer the respondents an alternative to choose the right answer among others. It is faster, time saving and less biased. It also simplifies the tabulating process. OPEN END QUESTIONS: In this type respondents are free to answer in their own words and express the ideas they think are relevant, such questions are good as first questions or opening questions. They introduce the subject and obtain general reaction.

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DICTHOMUS: These are the questions which are Boolean in nature. These answers are straightforward and respondents have to answer them in a straight way. That means the answer can only be either ‘Yes” or ‘No’. CUSTPMER SATISFACTION:It is a customer’s feeling of pleasure OR disappointment that result from comparing a product’s perceived performance (outcomes) to their expectations. Whether the buyer is satisfied after purchase depends on the offer’s performance in relationship to buyer’s expectations, and whether the buyer interprets any deviations between the two.

If the performance matches the expectations, the customer is satisfied. If the performance falls short expectations, customer is dissatisfied. If the performance exceeds expectations, the customer is delighted. SERVICES:A number of experts have attempted to define the services but no single definition has been accepted universally. Services are human efforts which provides succor to the needy. It may be education to a student. ‘‘Services can also be defined as an action of organization that maintains and improves the well being and function of people’’.

Customer empowerment has become a way of life for many companies that have had to adjust to a shift in power with their customer relationship. Customer relationship management is the process of carefully managing detailed information about individual customer and all customers ‘‘touch point’’ to maximize customer loyalty.

PERCEPTION:-

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A motivated person is ready to act. How she/ he is influenced by her/his view of situation. In marketing perceptions are more important than reality, because it’s perception that affects consumer’s actual behavior. Perception is the process by which we select, organize, and interpret information inputs to create a meaningful picture of the world.

CONSUMER BEHAVIOUR:Successful marketing requires that companies fully connect their customers. Consumer behavior is the study of how individual, groups, and organization select, buy, use, and dispose of goods, services, ideas to satisfy their needs and wants.

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 CHAPTER-5 COMPANY PROFILE

a) HISTORY OF THE ORGANISATION b) ORGANISATION CHART c)

PRODUCT PROFILE

d) ACHIEVEMENTS AND AWARDS



ABOUT EXIDE:Exide Technologies is the world's second-largest producer of automotive lead acid batteries for automotive and industrial applications. The Company’s four global business groups – Transportation Americas, Transportation Europe and Rest of World, Industrial Energy Americas

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and Industrial Energy Europe and Rest of World – provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications.

Transportation markets include original-equipment and aftermarket automotive, heavy-duty truck, agricultural and marine applications, and new technologies for hybrid vehicles and automotive applications. Industrial markets include network power applications such as telecommunications systems, electric utilities, railroads, photovoltaic (solar-power related) and uninterruptible power supply (UPS), and motive-power applications including lift trucks, mining and other commercial vehicles.

Exide was founded by W.W. Gibbs in 1888 and was then called Electric Storage Battery Company. Gibbs purchased the ideas and patents of inventor Clement Payen to make the storage battery a commercial product. Gibbs targeted electric lighting companies so they could use the storage batteries to provide services to their customers.

In 1900, the company developed a product of greater capacity and less weight for electric taxicabs. This battery was the first to bear the name Exide, short for "Excellent Oxide".

When the United States entered World War I, Exide batteries were used to operate airplane radio sets and power radio stations. In 1938, Exide acquired Giant Storage Battery Company, and expanded into battery chargers and testers.

Exide bought out the dry battery business of a company called Britannia Batteries Ltd. During World War II, Exide was a major supplier of batteries for U.S. Navy submarines and primary contractor for batteries used in the Mark 18 electric torpedo.

Exide entered the dry-cell battery industry in 1957 when it acquired the Ray-O-Vac Company, then the second largest producer of dry-cell batteries in the US. Following the acquisition of the Wisconsin Battery Company, Exide started producing motorcycle and specialty batteries. In 1987, it acquired General Battery Corporation.

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Robert A. Lutz, former president and vice chairman at Chrysler Corporation, was appointed Exide's Chairman of the Board in 1998. He reorganized the worldwide management structure into Global Business Units and sold off non-battery units to allow the company to concentrate on its primary business. In 2000, Exide acquired GNB Technologies, a leading North American supplier of automotive batteries. Two years later Exide filed for bankruptcy after compiling a debt of $2.5 billion as a result of the recent acquisitions. Exide is a sponsor of the Cornell Automotive X-Prize Team. Exide Technologies has signed an agreement to be to be the sole lead-acid battery supplier for the REVA (Revolutionary Electric Vehicle Alternative) car-making project in Bangalore, India. The company was incorporated as Associated Battery Makers (Eastern) Ltd., on 31 January, 1947 under the Companies Act, 1913 to purchase all or any of the assets of the business of manufacturers, buyers and sellers of and dealers in and repairers of electrical and chemical appliances and goods carried on by the Chloride Electric Storage Company (India) Ltd, in India, since 1916 with a view thereto to enter into and carry into effect (either with or without modification) an agreement which had already been prepared and was expressed to be made between the Chloride Electric Storage Co (India) Ltd on the one part and the company of the other part. The name of the company was changed to Chloride India Ltd on 2 August, 1972. The name of the company was again changed to Chloride Industries Ltd. vide fresh Certificate

Incorporation dated 12 October, 1988. The name of the company was further changed to Exide Industries Ltd. on 25 August, 1995.

The company manufactures the widest range of storage batteries in the world from 2.5 Ah to 20,400 Ah capacities, covering the broadest spectrum of applications. The company has six factories strategically located across the country – two in Maharashtra, one in West Bengal, two in TamilNadu and one in Haryana. The company’s predecessor carried on their operations as import house from 1916 under the name Chloride Electrical Storage Company. Thereafter, the companies started manufacturing storage batteries in the country and have grown to become one of the largest manufacturer and exporter of batteries in the sub-continent today. Exide separated from its UK-based parent, Chloride Group Plc., in 1989, after the latter divested its ownership in favor of a group of Indian shareholders. The company has grown steadily, modernised its manufacturing processes and taken initiatives on the service front. Constant innovations have helped the company to produce the world’s largest range of industrial batteries extending from 2.5 Ah to 15000 Ah and covering various technology configurations.

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COMPANY’S HISTORY:-

1916 Chloride Electrical Storage Co. (CESCO), UK, set up trading operations in India as an import house. 1946 First factory set up in Shamnagar, West Bengal. 1947 Two Indian Companies were formed: Associated Battery Makers (Eastern) Ltd. – ABMEL took over the manufacturing operations. 1960 ABMEL became a listed public limited company. 1969 Second Factory set up in Chinchwad, Pune. 1972 ABMEL’s name changed to Chloride India Limited. 1976 R&D Centre established in Kolkata. 1981 Third factory set up in Haldia, West Bengal. 1988 Chloride India Limited was renamed as Chloride Industries Limited. 1992 First Submarine batteries delivered to the Indian Navy. 1994 Technical collaboration with Shin Kobe Electric Machinery Co. Ltd. of Japan, a subsidiary of the Hitachi Group. 1995 Chloride Industries Ltd renamed Exide Industries Limited. (EIL) 1997 Fourth factory set up at Hosur, Tamil Nadu. 1998 Exide acquires the Industrial Operations of Standard Batteries Ltd as a going concern, thereby adding four more factories, taking the total number of factories to eight. 1999 Foundation stone for 9th factory laid at Bawal, Haryana. 2000 Acquisition of 100% stake in Chloride Batteries South East Asia Pte Ltd., (CBSEA), Singapore & 49% in Associated battery Manufacturers, Ceylon, (ABMEL), Sri Lanka. 2000 Implementation of SAP Enterprise Resource Planning integrating Corporate Office, Nine Factories, R&D Centre and More than 30 Sales Offices across India. 2001 Launch of autoexide.com, a full fledged auto portal. 2003 Commissioning of Eighth factory at Bawal, Haryana New JV company in UK- ESPEX Batteries Ltd formed with 51% EIL holding. Strategic Alliance with IBG in Netherlands for Marketing in Europe.

2004 Associated Battery Manufacturers (Ceylon) Limited, Sri Lanka became a subsidiary consequent to acquiring further 12.50% Equity holding. 2005 Investment in 50% shareholding of ING Vysya Life Insurance Company Limited. 2006 Launch of SAP-CRM in Industrial SBU. 2007 Caldyne Automatics Ltd becomes 100% subsidiary consequent to acquiring the balance 49% shareholding. 2007 Investment with 26% shareholding.in CEIL Motive Power Pty Ltd. A Joint Venture in Australia. 2007 Acquired 100% stake in Tandon Metals Ltd. 1 2008 Acquired 51% stake in Lead Age Alloys India Ltd.

2009 Stakeover Standard Furukuwa of Japan.

Brands EXIDE, CHLORIDE INDEX DYNEX Standard Furukawa (SF) SONIC JUPITER CONREX

Subsidiaries  Associated Battery Manufacturers (Ceylon) Limited (“ABML”)  Espex Batteries Limited (“ESPEX”)  Chloride Batteries S E Asia Pte Limited (“CBSEA”)  Leadage Alloys India Limited (Leadage)  Tandon Metals Ltd. (“TML”)  Caldyne Automatics Limited (“Caldyne”)  Chloride International Limited (“CIL”)



ORGANIZATION FLOW S.B Ganguly, Chairman Emeritus

R.G. Kapadia, Chairman & Non Executive Director

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R.B. Raheja, Vice Chairman& Non-Executive Director

T.V. Ramanathan, Managing Director& Chief Executive Officer

G. Chatterjee, Director – Industrial

P.K. Kataky, Director – Automotive

S.K .Mittal, Director – Research & Development

A.K. Mukherjee, Director – Finance & Chief Financial Officer

Vijay Aggarwal, Non Executive Director

H. M. Kothari, Non Executive Director Bhaskar Mitter, Non Executive Director

S.N. Mookherjee, Non Executive Director

A.H. Parpia, Non Executive Director

S.B. Raheja (Alternate D S Parekh), Non Executive Director

W. Wong, Non Executive Director

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PRODUCT PROFLE:-

Energy neither can be created nor destroyed. It can be changed from one

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Form to another. – Law of conservation of energy. A battery is perhaps the only gift of science where eclectic energy is stored by means of electrochemical potential generated by electro- chemical reactions. (Chemical reactions initiated by electric which takes place with the means of electron exchange between the reactants). As and when required, the stored energy can be converted back to electrical energy through similar electro chemical reactions. In certain cases, the electrochemical reaction converting the energy transformation is not reversible. Such batteries are called primary cells, where the electro chemical reactions governing the energy transformation is reversible; the cells are turned as secondary cells. Several cells, when connected in a designed manner give a set of a battery. In this electrical energy can be stored through charging them. This energy can be extracted as and when needed till the entire charge is exhausted through a chemical reaction. The process of battery manufacturing is concerned with creating and sustaining electro chemical potential differences .the potential difference is maintained between two surfaces called electrodes or plates. These electrodes or plates are surrounded in an environment, which connects them and helps them to sustain the potential difference. This usually consists of a medium called electrolyte. In case of lead acid batteries, which are the products of the organization, the electrodes or plates are made of lead and diluted sulphuric acid is used as electrolyte.

BUSINESS PROFILE:-

1. Automotive Batteries. In the domestic market, the Company sells its products under EXIDE, SF, SONIC and Standard Furukawa Brands. ’EXIDE’ and ‘SF” are its flagship brands. In the international market the products are sold mainly under DYNEX, INDEX & SONIC brands. The Company supplies batteries to almost all the car and two-wheeler manufacturers in the country. The Company has a distribution network comprising over 4000 dealer outlets. These outlets are supported by 4 regional offices and 28 branch offices. The Company also exports batteries to the Middle East, Japan and CIS countries. The Company has a market share of 72% in case of Automotive OEM and 70% in case of Organized Retail. The Company also manufactures submarine batteries.

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2. Industrial Batteries. The Company designs and manufacture its industrial batteries in a wide range from 2.5 Ah to 20,600 Ah in conventional flooded and Valve Regulated Lead Acid (VRLA) design. In domestic market, the Company sell its products mainly under EXIDE, INDEX, SF, CEIL & POWER SAFE brands and in the international markets mainly under CEIL, CHLORIDE and INDEX brands. Industrial batteries are of three types, Conventional lead acid batteries, VRLA (Valve regulated lead acid batteries) batteries and Nickel-Cadmium batteries. Both organized and unorganized players compete in the OEM and retail industrial battery markets. Industrial batteries cater mostly to the infrastructure sector such as railways, telecom, power plants, solar cells and other industrial segments such as uninterrupted power supply, inverters and traction batteries. Exide’s Inva tubular batteries for Inverter applications were introduced in 2000 and Tele tubular for Telecom Sector introduced in the year 2007 has created volume growth.. The Company also manufactures industrial batteries for niche segments such as miners’ cap lamp batteries and submarine batteries.

3. Submarine Batteries. The Company also manufactures high-end submarine batteries (Type 1, 2 & 3). The Company manufactures two to three submarine batteries a year to meet the country’s defence requirements. The Company is one of the five companies in the World which has the capability to make submarine batteries for both Russian and German types. With the government’s permission, in recent years, the Company has exported to Algeria.

MANUFACTURING FACILITIES IN INDIA

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APPLICATIONS

A.

TRANSPORT:-

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• Road: Batteries for cars, motorcycles, light and heavy duty, commercial Vehicles, buses and road rollers. • Railways: Batteries for starting diesel engines, train lighting, air conditioning, Signaling, telemeter control equipment etc. •

Air: Batteries for aircraft ground starting and auxiliary power during Flight.

• Sea: Batteries for communication, standby power systems, submarine,And mother boards.

B.

MINING: - Minor’s cap lamp Batteries.

C.

COMMUNICATION:-Batteries for telecommunication, telephone exchange and microwave stations.

D.

POWER:-Batteries for power station trip circuit breakers, contractors, emergency power control room, indicating lamps and alarm systems.

E.

DEFENCE: Main propulsion batteries for HDW submarines Defense transportation, armed military vehicles (transport). Batteries for control systems on heavy artillery Batteries for under water propulsion of torpedoes. Batteries for fighter air craft’s (MIG)

F) MOTIVE POWER:Fork –lifts, Elect- vehicles (BHEL), platform trucks, pallet trucks and Stackers.

G) SOLAR:Specially designed, low maintenance batteries for SPV applications.

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• Remote applications: Reliable and eco- friendly solar photo voltaic (SPV ) Systems for communication, health centers, schools, radios and sets and community lighting system. • Street lighting system: For areas where availability of electricity is non existing or intermittent, solar power street systems • Railway signaling system: Specifically designed SPV systems for railway signaling.

H) STANDBY POWER: - UPS, telecom, power plants & substations.

I) PORTABLE POWER:- Search light, emergency light, medical electronic, video cameras, testing and measuring, marine and off shore equipments.

J) POWER ELECRONICS: - ‘Power Gen Inverters ’: Emergency standby power supply for domestic users and institutional buyers. Battery chargers: a) Flexi chargers b) Personal chargers c) Traction chargers d) SMPS based VRLA charger for telecom e) Mini chargers for motor cycles (MX)

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Golf cart batteries System

Railway Starter

Tabular for inverter0073

Miner's Cap Lamp

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VRLA for UPS

Plante

OUR GLOBAL PRESENCE

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Automotive exports • Exide Industries India is of the largest manufacturers of Lead Acid Storage Batteries in World, marketing its products to Western Europe, Middle East, Africa, South America, SAARC and South East Asian Countries. • EXIDE*, CHLORIDE, INDEX, DYNEX, Standard Furukawa, SF SONIC, JUPITER, CONREX are all brands in which we market our products globally. • The company has a technical collaboration with Shin Kobe Denki, Japan, the makers of the Hitachi brand of batteries, and Furukawa Battery Company, Japan • Exide India has its own R&D Centre, which is continuously designing and developing batteries for International and Domestic market. •

ISO/TS – 16949 – give the entire literature.

• Exide are the OEM suppliers to almost every car manufacturer of repute - E.g.: General Motors, Toyota, Hyundai, TATA Motors, Maruti, FIAT, Leyland, Renault, Honda to name a few. Almost 80% of car manufactured in India are fitted with a battery manufactured by us.

Awards/ Certificates and Recognitions:-

Exide Haldia had a rich haul at the CII awards ceremony in Kolkata for 08-09 winning five awards in different categories.

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At the CII (Eastern Region) awards ceremony in Kolkata for 08-09 Exide Shyamnagar won CII Productivity Award -1ST Prize in category “A” for Significant Improvement in Productivity during the year CII Quality Award – Certificate of Appreciation for Commendable effort in the area of Total Quality at the CII(ER) Quality Award 2008-09 For Industrial Plant (A) Company’s Plant at Shamnagar, West Bengal is an ISO-9001 & ISO-14001 Certified by TUV-NORD, Germany. It has secured the following awards and recognitions: Certificate of Appreciation for Commendable Effort in Total Quality – by CII – 2003 Certificate of Appreciation for Commendable Effort in Energy Conservation – by CII – 2003 Certificate of Merit for Most Significant Achievement in Total Quality Management– by CII2004 & 2005 Certificate of Appreciation for Best Practice in Industrial Relations – by CII –2005-06 1st Position for Sustaining a High level of Productivity Award Contest – by CII – 2006-07 Most Significant Improvement in TQM Quality Award Contest – by CII – 2006-2007 (B) Company’s Plant at Haldia, West Bengal is an ISO-9001 and ISO 14001 certified by TUVNORD, Germany. It has secured the following awards and recognitions: Quality Award by CII-2003 & 2006 Productivity Award from CII ‘Category A’-2003 Safety Award from CII- 2003 Award for Best Practices in Industrial Relations – by CII -2004 Indal Trophy for HRD- by CII- 2005 & 2007 Productivity Award- by CII-2005 Certificate of Appreciation for Energy Conservation- by CII- 2005 Environment Excellence Award- by West Bengal Pollution Control Board & Indian Chamber of Commerce - 2005 ITC Trophy for Safety, Health & Environment - by CII – 2007

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(C) Company’s Plant at Hosur, Tamilnadu is an ISO-9001, ISO / TS-16949 and ISO-14001 certified by TUV-NORD of Germany. It has secured the following awards and recognitions: 100 PPM award from OEM customer American Power Corporation –January ’03 Quality award from OEM customer Toyota - April ’03 & April ‘04 Safety award from Government of Tamilnadu - April’03 100 PPM award from OEM customer Hyundai - June’03 Zero PPM Award from OEM customer Toyota – April’04 Green award from OEM customer Toyota - April’04 Best Quality supplier award from OEM customer Toyota – April’05 Zero PPM award from OEM customer Toyota- April’05 Quality Delivery Award from OEM customer Toyota - April’05 First Prize in Best Garden Competition (Industrial Category) awarded by Mysore Horticulture Society – 2005 Leadership and Excellence Award in Safety, Health & Environment by CII –2006 Indian Manufacturing Excellence – “Gold” Award –for Automotive Ancillary Category from Frost & Sullivan in 2006 CII-EXIM Bank Award for Strong Commitment to Excel by CII in 2006 6th TERI Corporate Environmental Award- May’ 07 (D) Company’s Plant at Taloja, Maharashtra is an ISO / TS-16949 & ISO 14001 Certified. It has secured the following awards and recognitions:

Supplier Award – Certificate of Appreciation- by Honda Siel Cars India Limited in 2002. 1st Company to be put on MPCB Website for using secured landfill in 2003. Quality Silver Award by Bajaj in 2006. (E) Company’s Plants at Chinchwad, Maharashtra and Bawal, Haryana are ISO / TS – 16949 and ISO – 14001 certified by TUV – NORD and the one at Kanjurmarg, Maharashtra is an ISO – 9001 certified by TUV – NORD.

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(F) The Company also secured Best SMF Battery Award for three consecutive years –20052006-2007

The following table depicts the ISO certifications of the Company’s various Plants:-

FACTORIES

ISO9001:2000

ISO14001:1996

SHAMNAGAR CHINCHAWAD HALDIA HOSUR TALOJA BAWAL KANJARMARG

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TS6949:2002

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CHAPTER-6 Research methodology Data collection Primary data Secondary data

Sampling technique Sample size Universe

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DATA COLLECTION:-

The task of data collection begins after a research problem has been defined and research design/ plan chalked out. While deciding about the method of data collection to be used for study, the researchers should keep in mind two types of data via .primary and secondary.

Primary data:

Primary data are obtained by a study specifically designed to fulfill the data of the problem at hand .primary data is collected during the course of doing experiment by using various method of data collection such as interview method questionnaires method .Various methods of collections of primary data 1.

Observation method

2.

Interview method

3.

Questionnaires method

4.

Collection of data through schedules

Researcher has used questionnaires method as collection of primary data.

Another type of data collected is secondary data. 

Secondary data:

Secondary data means information that is already available. Secondary data means which are not originally collected but rather obtained from published data are available in:

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a)

Various publications of central, state and local governments

b) Various publications of foreign govt. or of international bodies and their subsidiary organizations. c) Technical and trade journals. d) Books and magazines. Secondary data is collected by researcher with the help of:

Company documents,



Books



Published information



Webpage

SAMPLING TECHNIQUE:-

In research universe refers to total no. of particular items in a defined area on a particular time. In research generally it is not possible to select whole population for survey. So researcher uses sampling technique for research. The selection process of sampling is called sampling technique.

Types of sampling technique:1. Probability sampling



Simple random sampling



Cluster sampling



Systematic sampling

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Stratified sampling



2. Non probability sampling



Quota sampling



Judgment sampling



Convenience sampling



Deliberate sampling

Researcher has used convenience sampling. SAMPLE SIZE Part of the universe which is selected for survey is called SAMPLE SIZE. Researcher must prepare a sample design for his study i.e., he must plan how a sample should be selected and of what size such a sample would be.

Sample size of research is:

10 in case of dealer survey



20 in case of customer survey

UNIVERSE

In research universe refers to total no. of particular items in a defined area on a particular time. Researcher’s universe is Dapodi, Bhosari, Vishal nagar, Tathawade, Nigdi.

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CHAPTER-7 Data Analysis and Interpretation

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Analysis of Customer Questionnaire

Que.1 how would you rate your level of satisfaction with company in regards to price& value?

Alternative

Customer response

%age

Excellent

1

5

Very good

9

45

Good

6

30

Fair

3

15

Poor

1

5

 5% customers are greatly satisfied with product price.  45%customers are fully satisfied with product price.  30% customers are satisfied with product price.

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Que2. How would you rate the product of company?

Alternative

Customer response

%age

Fair

3

15

Good

13

65

Excellent

3

15

Superb

1

5

 65% customers rate the product as good.  15% customers rate the product as excellent.  15% customers rate the product as fair.

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Que3. Exide`s product have to improve on quality?

Alternative

Customer response

%age

Strongly agree

3

15

Agree

12

60

Neither agree nor disagree

5

25

Disagree strongly disagree

 60% 0f customers are agree that company should improve quality of product.  25% 0f customers have no idea about quality improvement.  No customer is in favor of not to improvement the quality of product.

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Que4. How would you rate the services of Exide Industries Ltd.

Alternative

Customer response

%age

Excellent

1

5

Very good

6

30

Good

4

20

Fair

7

35

Poor

2

10

 10% customer says that company provides poor service.  5% customer thinks that company provides excellent service.

1

 35% customers are in favor of fair service.

Que5. How would you rate your level of overall satisfaction with Company

Alternative

Customer response

%age

Excellent

1

5

Very good

12

60

Good

1

5

Fair

5

25

Poor

1

5

 Total satisfaction with company of customers is 60%  5% are not satisfied with company.

1

Que6. How did you hear about company`s product?

Alternative

Customer response

%age

Advertisement

10

50

Sales representative

1

5

Colleague/ friend

5

25

Other

4

20

 Advertisement is major source of awareness to customers. (50%)  Colleague /friend plays 25% role in awareness of product.

1

Que7. How likely are you to recommend Exide Industries Ltd. to a friend or relative? Would you say the chances are …?

Alternative

Customer response

%age

Excellent

3

15

Very good

5

25

Good

11

55

1

5

Fair Poor

 Normally 55% customers will recommend to their friend OR relative to buy the product.  The chances not to recommend relative are very few are 5%.

1

 Excellency for this is only 15%.

Que8. Would you like to purchase the product of company in future?

Alternative

Customer response

%age

Definitely

6

30

Probably

9

45

Be unsure

5

25

Probably not Definitely not

 Definitely 30% customer will buy the product in future.

1

 Probably 45% customer will buy the product in future.  25% customers are unsure for their future purchasing.

Que9. You believe Company deserves your loyalty.

Alternative

Customer response

%age

Strongly agree

3

15

Agree

10

50

Neither agree nor disagree

5

25

Disagree

2

10

strongly disagree

1

 15% of customers are strongly agreed on company loyalty.  25 % are neither agree nor disagree on company loyalty.  50% are agreed on company loyalty.

Que10. Do you think company is following customize solution?

Alternative

Customer response

%age

Strongly agree

6

30

Agree

10

50

Neither agree nor disagree

2

10

Disagree

1

5

strongly disagree

1

5

1

Half of the customers think that company is following customize solution. 10% customers think that company is not following customize solution.

Analysis of Dealer Questionnaire

Que1. How would you rate the overall quality of your relationship with company, considering all of your experiences with them? Would you say it is?

alternative

Dealer response

%age

Excellent Very good Good Fair Poor

5 3 1

50 30 10

1

10 \

1

 50% of the dealers are having excellent relationship with company.  10% dealers do not believe in company relationship.  10% dealers are having good relationship with company.

Que2. How would you rate your level of satisfaction with Company in regards to customer service?

alternative

Dealer response

%age

Excellent Very good Good Fair Poor

3 6

30 60

1

10

1

 30% dealers believe in excellent service of company..

 10% dealers believes in fair service of company  Almost 60% dealers believe in very good service of company

Que3. Are the profit margin given to you is.

alternative

Dealer response

%age

Satisfactory Good Fair Poor

4 4 2

40 40 20

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 Margin provided by company could satisfy only 40% dealers.  40% dealers think that margin is good.  30% dealers think that margin is fair.

Que4. Do you think the delivery time is too much for product? alternative

Dealer response

%age

Strongly agree Agree Neither agree nor disagree Disagree strongly disagree

1 2 3 4

10 20 30 40

1

 There is no single dealer who says that delivery time is too much.  40% are strongly disagree that delivery time is too much  20% are neither agree nor disagree with delivery time.

Que5. There are no bonus /incentive/gifts for dealer

alternative

Dealer response

%age

Strongly agree Agree Neither agree nor disagree Disagree strongly disagree

1 2 3 1 3

10 20 30 10 30 1

 10% dealers says that there is bonus OR incentive for them.  30% are neither agree nor disagree with bonus OR incentive.

 30% strongly believe in bonus & incentive of company..

Que6. The company does not listen to complaint and grievance.

alternative

Dealer response

%age

Strongly agree Agree Neither agree nor disagree Disagree

1 2 1

10 20 10

1

strongly disagree

6

60

 10% dealers believe that company do not listen any complaint.  10% dealers are neither agree nor disagree with this.

 60% dealers strongly believe that company listen their company.

Que7. The company is able to survive because of the

alternative

Dealer response

%age

Quality of the product Price of product

7 1

70 10

1

No competitor Brand name Customer satisfaction

2

20

 70% dealers believe that company is surviving in market because of quality.  According to survey 20% dealers think company is survived because of Brand name.  10%dealers believe that company is because of its product.

Que8. The organization does not take suggestion from dealer

alternative

Dealer response

%age

Strongly agree

2

20

1

Agree Neither agree nor disagree Disagree strongly disagree

4 3 1

40 30 10

 Strongly suggestions taken by are only 10% dealers.  20% dealers think that company do not take any suggestion..  40% are neither agree nor disagree for the same

Que9. You believe Company deserves your loyalty.

alternative

Dealer response

1

%age

Strongly agree Agree Neither agree nor disagree Disagree strongly disagree

5 3 1 1

50 30 10 10

 Half of dealers strongly say that company deserves their loyalty.  10%dealers are not in favor of company loyalty.  10% dealers are neither agree nor disagree with this.

Que10. Would you like to continue for the company in future?

alternative

Dealer response

%age

Definitely

9

90

1

Definitely not Be unsure Probably not Probably

1

10

 90% of dealers want to be continuing for the company.  10% dealers do not want to be continuing for company.

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●

●

●

CHAPTER-8 Observation and Findings ●

●

1

●

Observation and Findings Customer point of view



80 % of customers are satisfied with price of the batteries of company.



85 %of the customers are satisfied with product.



75 % of customers want to improvement in quality.



55 % of customers are satisfied with service of company.



Totally 70% customers are satisfied with company at all.



A total of 50% customers hear about company by advertisement & 20% by relative \friend OR college



In future 95% of customer will recommend to his relative OR friend.



75% of present customers want to be continuing for company.



65 % customers think that company deserves their loyalty.



80 % customers think that company customizes their solution.

Dealer point of view;-



90 % dealers have good relationship with company.

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

90% dealers are satisfied with service provided by company.



80% dealers are satisfied with margin given by company.



90% dealers are satisfied with delivery time taken by company.



70% dealers are satisfied with bonus and incentive given by company.



60% dealers say that company listen their complaint\ grievances.



70% dealers say that company is surviving in market because of Quality Product.



20% dealers say that company is surviving in market because of Brand Name.



40% dealers say that company takes their suggestions.



90% dealer says that company deserves their loyalty.



90% dealers want to remain in future.

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CHAPT ER-9

Suggestions

1

Recommendations & Suggestions

Customer oriented



Company should provide better customer service.



Company should improve warranty period.



Company may provide home delivery service.



Prices should be fair.



Better service with no addition of extra cost.



Should provide free service camp.



Maintain continue customer relationship.



Target the customer according to their need.

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Dealer oriented



Company should provide more service camps.



Scrap battery should purchase at more price.



Should improve service.



Do not provide dealership in nearby area.



Should improve quality.



Company can give more margins to dealers.



Provide more flexi board to dealers.



Provide more flexi board to dealers.



Company should visit the dealers after regular interval.



Give more attention on promotion activity of dealers.

1

1

Limit ations

CHA PTE R -10

Limitations General •

Difference in methodology.

•

Lack of communication

•

Consumer behavior.

•

Applying same technique to consumer as well as industrial goods.

•

Objective is not determined.

•

Questionnaire is not designed according to objective.

•

Always respondent is not correct.

•

Researcher itself has used biasness.

•

Within a time span of two months it was difficult to cover whole of Nashik district.

•

Questionnaire filled in two months was only 100 in number so analysis part may indulge some wrong analysis.

•

Whole project was limited to area of Nashik district so it may be possible that response of another district or area may be different.

•

Wrong response by customer while filling questionnaire may result in wrong analysis.

1. The study was limited carried out in Pune and its vicinity with sample size of 100 2. Time was a constraint in study as only 50 day allotted.

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3. The information gathered was based on customers’ response to questionnaire. Even then a genuine attempt has been made to get correct data from them. 4. Sample drawn need not be true representative and may have led to same Sampling error. 5. Financial factors are not considered. 6. Suggestions are not verified.

i. AREA LIMITATION: The study was limited to Pune city only. Hence findings may differ from other parts of India where I have not visited ii. NON-RESPONSE ERROR: It is almost impossible to obtain data from each & every respondent covered in sample. There are always some respondents who refuse to give information iii. LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of secondary data were limited iv. TIME CONSTRAINT: There was time constraint to this project. The project has to be completed within 2 months. v. BUSY RESPONDENT: Many times respondents were so busy that they didn’t t give reply. There were biased replies also. vi. OTHER REASONS: There were heavy rains during the period of survey. So there was many times problem in conducting survey & transportation.

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• Locating the target Sub Dealers of Samsung Electronics is very time consuming. • Sample size is limited due to the limited period for survey. • The location of Sub Dealers to cover the various areas of the city is tedious and time consuming. • Getting accurate response from the respondents due to their inherent problem is difficult. They may be partial or refuse to cooperate. • Respondents may not be at shop and may have to re contact or replace by others. • The study was limited to Pimpri-Chinchwad & Pune city only. • As the Survey reflects only one time frame of the Business year the findings that we get may not stand for the whole year. Hence the results are only for the time period from May-July and do not totally reflect the annual performance of the company.

 The findings and suggestions have been based on the observations made during the two months.  A more detailed study could not be carried out due to the time constraint of two months

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 The facts figures are not completely accurate as they are updated regularly. Yet I have tried my best to collect as updated data as possible.

Another one  The survey was limited for Pune region only.  Random sampling of chemists was done under the market survey.  Due to the restricted time frame the sample size was small. Bigger sample size would have made few aspects more clear.  Sales accounts for Doctor’s prescription as well as over the counter sale.  While interviewing, the response to each question was not possible for few chemists, so it is not possible to get perfect perception of interviewee.  Afternoon time is only the time when retailers entertain, for rest of the time is considered as rush hours; so researcher can target maximum of 7-8 retailers per day.

•

Findings are representative of sample size and composition.

1

Since the sample size was small but representative, care should still be taken while generalizing the findings. (Sample size was 150).

Data collected from small and medium ad agencies.

•

Results likely to vary if either of two (composition or sample size) changes.

1) The survey was restricted to selected areas in Pune City only. 2) The time duration of this survey was 50 days only. 3) Rainy season was main hurdle for this survey. 4) The response from the respondents was fair enough but not up to the mark or good enough. 5) This project was only restricted to the residential properties of KBC & not commercials & others. 6) The survey area were too far as the city is big enough which caused many transportation problem.

dkjhfdhfuoiew 1) The project has been restricted for only CIDCO area. 2) Some customers refuse to co-operate and do not disclose their Guanine opinion. 3) Customer information is highly confidential, so organization doesn’t disclose it properly.

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4) The outlet is newly setup so the system and the processes are not at par. 5) Respondent’s answers might have influence or bias. 6) Information is collected from the Subhiksha customers only. 7) Making appointments to the Management personnel is tough job, because they are very busy. 8) The weather in these months was very bad so customers were avoiding to interact.

In market research , the collection of correct data and other relevant materials are required but the data collection depends upon the researcher and the respondents. Hence some drawbacks or limitations are bound to exist in the study. These limitations were as follows:

1) Mostly the civil industry was targeted. Out of all the major industries, mostly the civil and the construction industry was targeted, as this sector has been the most lucrative sector for the company till date

2) Study was limited only upto Pune city This study was limited to Pune industrial areas but the findings may differ other parts of India where I have not visited.

3) Telephonic interviews were conducted in some cases

1

for

Places where the respondents were not physically met, telephonic interviews were carried out.

4) No Proper Information In some cases I have observed that after asking questions to concerned person, he gives wrong answer to the question or says that he does not know. E.g. - In some company even maintenance manager does not know KVA rating at the diesel generator and the year of purchase.

5) Non-cooperative respondents: Some times it happens that even after taking appointment they refuse to meet

due to work overload, lack of time or any other reasons. In some case

it happened that respondents denied giving information. Also some may give purposefully wrong

information.

6) Human factors: Some times it also happened that researcher asks question something else and the respondent perceives something else. This happens due to human limitations like behavior, attitude and perception are not stable at all point of time which will lead to mistakes.

1

7)

Resources: To conduct the research, one of many resources is time & money. However the limitation had been effectively counter balanced as far as possible. But still this limitation may affect the judgments.

 Inadequate information: Many Corporate did not reveal business related information like their competitors, the new projects, so due to which some of the questions were not answered/filled properly or accurately.  Due to limitations of Secondary data, many consultants who work for many NTPCs , industries, many projects etc., were not being found out.  Sample size: As a number of respondents in Pune & Mumbai were widely spread all over the city, so it was difficult to cover all the areas in such a short span of time so for the convenience I took 27 as my sample size. 

Many respondents could not give sufficient time to answer/fill the questionnaire.



Due to rainy season during duration of my project it was very difficult to approach the corporate; as a result I was short to visit no. of corporate in a day.

 Some of them asked why should they give information and they are afraid to give the information because if the company mis utilize the information.  The address of many respondents had changed, so it was difficult to contact those respondents.

1

 As I was not given any information on price by the company so some of the respondents didn’t entertain me as they wanted to know first the price of the barrier.  The Railway Authority & the Airport Authority were mostly reluctant in giving any information.  Many of the respondents were reluctant in giving any appointment so were not able to be interviewed.

Eight weeks period was not sufficient to go through the entire topic. For thorough study it needs more time. It was also difficult to make field study or survey under the scorching sun of June. But the major difficulty faced was the extreme non -cooperation of the officials about the data. They were very much reluctant about this matter, which made the study more tiresome. Moreover, it was quite impossible to conduct survey of each and every outlet in such a short span of time. Overcoming the odds, I tried my level best to synchronize all the facts, realizations and information gathered in an orderly way within the course of this project.

Ethical

•

Information given by management is biased.

•

Researcher is not giving true picture.

1

•

Information is misused.

•

Forcing the respondent to give personal answer.

•

Pseudo search by researcher (Prejudice).

CHAPTER-11 Summary

1

Exide Technologies is the India’s largest producer of automotive lead-acid batteries for automotive and industrial applications. Exide industries provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications. The project was carried out for study and analysis the dealers network and consumer’s perception about Exide batteries in Pune. It was done mainly to know the satisfaction level of the dealers against the different services provided by the company and also to know the consumer’s satisfaction against the product and services provided by the dealers. For over 85 years, Exide Industries Limited has pioneered battery technology in India. It is the only company in the country to design and manufacture batteries from 2.5 AH - 20600 AH in conventional flooded and VRLA design. Exide is only company which manufactures submarine battery in Asia. Exide has responded to defense needs with our indigenous batteries for the Indian Navy’s German design HDV submarines. Automobile manufacturers are among the largest companies in the world. These corporations are often multinational, meaning they have subsidiaries and manufacturing plants in many different countries. These companies often share parts, use parts made in foreign factories, or assemble entire cars in foreign countries. The three major automobile manufacturers in the United States— General Motors Corporation, Ford Motor Company, and Chrysler, formerly DaimlerChrysler AG —provide much of the industry's total direct employment in the United States, but increasingly foreign automakers, such as Toyota Motor Corporation and Nissan Motor Co., Ltd., are building automobile assembly plants in the United States. In 2008, more than 70 million motor vehicles, including cars and commercial vehicles were produced worldwide. In 2007, a total of 71.9 million new automobiles were sold worldwide: 22.9 million in Europe, 21.4 million in Asia-Pacific, 19.4 million in USA and Canada, 4.4 million in Latin America, 2.4 million in the Middle East and 1.4 million in Africa.

The Indian automotive component industry is dominated by around 500 players which account for more than 85% of the production. The turnover of this industry has been growing at a mammoth 28.05% per annum from 2002-03 onwards as illustrated in Fig. which clarifies its emergence as one of India's fastest growing manufacturing sectors. The global battery market is estimated at around US $11bn and is highly consolidated, with the Top-3 players constituting about 55% of the market – Johnson Controls (30%), Exide Tech

1

(14%) and GS Yuasa (11%).The Company has a market share of 72% in case of Automotive OEM and 70% in case of Organized Retail. The Company also manufactures submarine batteries

1

Exide Haldia had a rich haul at the CII awards ceremony in Kolkata for 08-09 winning five awards in different categories. Company’s Plant at Shamnagar, West Bengal is an ISO-9001 & ISO-14001 Certified by TUV-NORD, Germany.

The survey resulted into following conclusions:

75 % of customers want to improvement in quality.



Totally70% customers are satisfied with company at all.



75% of present customers want to be continuing for company.



55 % of customers are satisfied with service of company.



90 % dealers have good relationship with company.



90% dealers are satisfied with delivery time taken by company



70% dealers say that company is surviving in market because of Quality Product.



80% dealers are satisfied with margin given by company.



Company should improve warranty period.



Company may provide home delivery service



Provide more flexi board to dealers.



Company should visit the dealers after regular interval.



Give more attention on promotion activity of dealers.

1

Bibliography

1

Bibliography:-

 http://www.exide.com/history.html  http://www.exideindustries.com/eil/company/company.htm  http://en.wikipedia.org/wiki/Exide_Industries  www.exidereachout.com.  www.exide4u.com.  Marketing management (Pearson education), ‘‘creating value, satisfaction and

loyalty and analyzing consumer markets.’’  Service marketing (S.M.Jha) Himalaya Publishing House ‘‘the foundation of

services marketing.’’  Mathematics and statistics (business) Everest Publishing House ‘‘population and

sample’’  Research methodology (C.R. Kothari)

1

Books

1. Philip Kotler

-

Marketing Management

2. Philip Kotler and Armstrong -

Principles of Marketing

3. R.C. Kothari

-

Research Methodology

4. Station, J. William

-

Introduction to Marketing

Magazines

1. 2.

Business Today and Business India

Newspapers

1. 2.

Times of India and, Hindustan (Hindi Edition)

Web Site

1. 2. 3. 4.

http://www.pepsizone.com http://www.com/currentcompany_info/iondex.html http://www.pepsi.com/current/diet_pepsi/product.html http://www.pepsizone.yahoo.com

1

Annexure

1

Questionnaire for Customer

Que1. For what purpose you are using the Exide battery? a) 2-wheeler

b) 3-wheeler

c) 4-wheeler

d) Other purpose Que2.

In total, how long have you been a customer of Exide industries ltd.? a) Less than one year

b) One to under three years

d) Five to fewer than ten years

c) Three to under five years

e) ten years or more

Que3. How would you rate your level of satisfaction with Company in regards to price& value? a) Excellent d) Fair

b) Very Good

c) Good

e) Poor

Que4. How would you rate the product of company? a) Fair

b) Good

c) Excellent

d) Superb Que5. Exide`s product have to improve on quality? a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que6. How would you rate the services of Exide Industries Ltd. a) Excellent d) Fair

b) Very Good

c) Good

e) Poor

Que7. How would you rate your level of overall satisfaction with Company a) Excellent

c) Good

e) Poor

1

b)

Very Good

d) Fair

Que8. How did you hear about company`s product? a) Advertisement

b) Sales representative

c) Colleague/friend

d) Other

Que9. Company values people and relationships ahead of short-term goals. a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que10. How likely are you to recommend Exide Industries Ltd. to a friend or relative? Would you say the chances are …? a) Excellent d) Fair

b) Very Good

c) Good

e) Poor

Que11. Would you like to purchase the product of company in future? a) Definitely

b) Probably

c) Be unsure

c) Probably not

e) Definitely not

Que12. You believe Company deserves your loyalty. a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que13. Do you think company is following customize solution? a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que14. Please list the top three reasons you initially became a customer of Company in order of importance ?(Open ended question) …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… ……………………………………………………………………………………………………………

Que15. Is there anything specifically that Company could have done differently to keep you? (Open-ended comments)

1

…………………………………………………………………………………………………………… …………………………………………………………………………………………………………… ……………………………………………………………………………………………………………

Questionnaire for Dealer

Que1. In total, how long have you been a dealer of Company? b) Less than one year

b) One to under three years

d) Five to fewer than ten years

c) Three to under five years

e) ten years or more

Que2. How would you rate the overall quality of your relationship with company, considering all of your experiences with them? Would you say it is? a) Excellent d) Fair

b) Very Good

c) Good

e) Poor

Que3. How would you rate your level of satisfaction with Company in regards to customer service? a) Excellent

b) Very Good

d) Fair

e) Poor

c) Good

Que4. Are the profit margin given to you is. a) Satisfactory

b) Good

c) Fair

d) Poor

Que5. Do you think the delivery time is too much for product? b) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que6. There are no bonus /incentive/gifts for dealer a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

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Que7. The company does not listen to complaint and grievance a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que8. The company is able to survive because of the a) Quality of the product

b) Price of product

d) Brand name

e) Customer satisfaction

c) No competitor

Que9. The organization does not take suggestion from dealer a) Strongly agree

b) Agree

d) Disagree

e) strongly disagree

c) Neither agree nor disagree

Que10. . You believe Company deserves your loyalty. a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que11. Company values people and relationships ahead of short-term goals. a) Strongly agree

b) Agree

c) Neither agree nor disagree

d) Disagree

e) strongly disagree

Que12. . Would you like to continue for the company in future? b) Definitely

b) Probably

c) Be unsure

d) Probably not

e) Definitely not

Que13. Why do you say that? What specifically are you satisfied or dissatisfied with Company? Enter response below … (open-ended response) …………………………………………………………………………………………………………… …………………………………………………………………………………………………………… ……………………………………………………………………………………………………………

Que14. Is there anything specifically that Company could have done differently to keep your business? (Open-ended response)

…………………………………………………………………………………….

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……………………………………………………………………………………. …………………………………………………………………………………….

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