A project report on customer satisfaction level at kirloskar ltd

CONTENTS

Sl no Titles Page no
1. Executive summary 1
2. Introduction 2
3. Industry profile 3-4
4. Company profile 5-12
5. About Kirloskar Company 13-33
6. Need for the study 34
7. Objectives of the study 35
8. Research Methodology 35-36
9. Analysis and Interpretation 37-52
10. Hypothesis 53-55
11. Cross Tabulation 56
12. Findings 57
13. Suggestion 58
14. Conclusion 59
15. Bibliography 60
16. Questionnaire 61-63

Babasabpatilfreepptmba.com Page 1

Customer Satisfaction Level at Kirloskar Ltd
Enriching Lives

Executive Summary

Executive summary
The research title to study the “Customer satisfaction level at kirloskar ferrous industries” At
KIRLOSKAR FERROUS INDUSTRIES LTD helps to identify the customer satisfaction of KFIL
(PIG IRON) products on consumers. The reasons for selecting this as project title are to know the
attitude of the customers towards KFIL products, to identify the impact and so understanding the
customer’s satisfaction is a very difficult and vital task for the organization towards KFIL
products.
Today’s competitive scenario understanding customer satisfaction has been receiving increasingly
importance and it has become one of the most important tasks for the successful organization.
By this study I come to know how industrial buying behavior and the customers satisfaction levels
towards the KIRLOSKAR (PIG IRON) product. And also I came to know the customer

BIMS College Bagalkot 2 Prashant v v

Enriching Lives

satisfaction is the very important towards the company product customers are the back bone of
the company and while preparing the product the company should have to maintain quality,
quantity pricing and in time is the most important to the company. The company should aware of
this element. It also helps the elements which help the company to create the awareness and build
image of the company and it will increases maximum sales of the Kirloskar products are like
engine body, pig iron, DG(diesel generator) etc… . This study also helps to know the company
satisfaction level towards customers and I come to know what are the strategies implementing for
improving sales and the company maintaining quality &quantity, and sufficient price of the
product to the customers
And I also studied about ORGANISATION of KFIL (KIRLOSKAR FERROUS
INDUSTRIES LTD). So in that I studied every department of the administration how they
maintain organization, their work and they are responding quickly to customers their top level
peoples in the administration


Enriching Lives

INTRODUCTION

INTRODUCTION

“ORGANIZATION”, as the name suggests it is an organized system or body of people. To
understand the function of any organization practically there is a need to come out of the
theoretical study and to have a look on the real organization to analyze and compare the theory
with the practical. This could be achieved only when one will go through the real practical
experience.
Organization study helps to know the real picture of the organization, its function, its
policies, procedures, methods and more over to understand whether our theoretical aspects are
really implemented by any company or not. Organizational study helps to learn the new methods,


Enriching Lives

technology used by the company. It enhances the knowledge about the company and its
competitors and the technique /strategies adopted by them to meet there competition. Overall it
helps in knowing learning and to study any organization closely.
And along with this I studied Customer satisfaction with kirloskar products most of the
thing I came to know while done the project and customers are very important as we it is the
main aspect of the company. The customers are back bone of the company the companies people
should aware while before they survive product to the customers
By this project I come to know the customer should satisfy with products and we should
provide quality and good service to customers. If the company follow


Enriching Lives

INDUSTRY PROFILE


Enriching Lives

INDUSTRY PROFILE:

India is gifted with large quantity of Iron ore with a high ferrous content, which is the crucial
raw material for producing the steel. Hence India is one of the largest producers of steel in the
world.

With the help of liberalization, globalization of economy in the process. There is a
significant scope for economic development, which means there will be focus on the
infrastructure. This will be focus on the infrastructure. This will lead to considerable demand for
steel. As it’s main applications are in the construction, engineering and automobile sectors, which
are key elements in building the infrastructure steel in universal intermediate and ahs very strong
forward end backward linkages hence steel industry has become one of the core sector of the
economy.

Though India is one of the largest steel producers. It has a very low percepts consumption of steel
in comparison with other developing and developed countries. As demand for steel is one the rise
we can expect good rise in the consumption.

India is fortunate in having intensive iron ore deposits with reserves estimated at 10.3
billions which is more than 1/4th of the world’s reserves. Further the average iron ore content of
Indian ore is above 60% in India, the iron ore reserves are mainly found in the states Orissa,
Karnataka, Bihar, Madhya Pradesh, Goa, Andhra Pradesh, Rajasthan and some parts of western
Maharashtra.
The steel industry has harvested to the bitter fruit of this excessive optimism in the firm of
overextended capacities throughout the world. Steel is not without lots of company in that regard.

Another important influence on steel intensity is the replacement of steel by other
materials. Calculating that portion of the reduction in the specific consumption of the steel that is
due to the use of other materials is extremely difficult.

However, estimates made by the International Iron and steel Institute would seem to
indicate that for all of the Western industrialized countries the rate of substitution of materials
such as plastics, aluminum, glass and timber for steel is presently standing at between 2 and 5
percent of steel consumption.


Enriching Lives

Earlier to the Government liberalization and de – licensing policies in 1991–92,
there was manly two Pig Iron produces in the Indian market; the two Pig Iron producers were
TISCO and SAIL. They used to produce basic grade Pig Iron which contains less silicon content
when conversion to foundry grade Pig Iron. So when this is to be used by the foundries they have
and Ferro silicon for the conversion to

foundry grade also the availability quantity of Pig Iron to the foundries was very much limited
because only of ISCO and SAIL were looking after all the foundries in India.

After the liberalization and de-licensing policies of government and private sectors
showed keen interest in the Pig Iron manufacturing units that to in the production of foundry
grade Pig Iron, TATA group in collaboration with Korf Brazil started supplying mini blast
furnace of 250 cubic meters. When blast furnaces were available, many private sectors started.
Producing Pig Iron among them, Sese, Goa, Usha Ispat, Sisco (Southern Iron and Steel Co. ltd).
Uni Metal,

Meco, Lanco, Sathavana, Kirloskar are main. These all Pig Iron producers started producing
mainly foundry grade Pig Iron.


Enriching Lives


Enriching Lives

COMPANY PROFILE


Enriching Lives

COMPANY PROFILE

COMPANY PROFILE AT A GLANCE.

Name of the Organization : KFIL

Year of Establishment : 1992

Address : KFIL
NH-13, Koppal - Hospet Road,
Near Hitnal, Bevinahalli,
Koppal – District.

Product Range : Manufacturing of Pig Iron in 3
Different Grades.
 Foundry Grade & Castings
 S.G. Grade
 Basic Grade & Castings

Branches : 27 Branches in all over India

Constitution : Wholly owned by “Laxman Rao Kirloskar”.

Total Investment : 240 Crores initially

Trade Mark : “KIRLOSKAR”

Capacity of the Unit : 3, 00,000 tones per year.

Infrastructure facility : Following
 Own land about 200 acres
 Plant & machinery worth Rs. 1433.118 Million
 Iron ore available within 20 Kms.


Enriching Lives

COMPANY PROFILE

It has now been more than a century since the Kirloskar story started. We started with an
aim of becoming the pioneers in fields in which our country needed innovation. In the 100 years
and more that we have been in existence as a family and as an organization, we've been seminal to
Indian agricultural and industrial development. We gave India its first iron plough, pump and
engine; inventions that were devised from the need of the hour and went on to become signs of the
time. Which is why our group history can in many ways can be considered a history of the
economic and industrial revolution in India.

The founder and the first factory village

The Kirloskar story starts with Laxmanrao Kirloskar, the founder. A
man who believed that an understanding of one's environment and reality was
essential to the manufacture of path-breaking industrial implements. From this
steadfast belief was born the iron plough, the first Kirloskar product. Originally
intended as an essential aid to agriculture, the plough soon became an icon of reform and
revolution.

A highlight of the early history of the group is Kirloskarvadi, India's first industrial
township. A model factory-village created by Laxmanrao and his band of dedicated workers.

In January 1910, when the Kirloskar were being ousted from Belgaum to make room for a
new suburb, they found themselves in dire need of a place to live and work. Sensing this need, the
Raja of the princely state of Aundh, who admired and respected Laxmanrao Kirloskar, offered the
latter all the land he needed in Aundh state.

Two months later, Laxmanrao Kirloskar set foot on 32 acres of barren land strewn
with cacti and infested with cobras. Driven by his faith in human ability, Laxmanrao banded
together 25 workers and their families and succeeded in transforming the barren expanse into his
dream village. Ramuanna, Laxmanrao's brother, planned and administered the township,


Enriching Lives

Shamburao Jambhekar doubled as engineer and all-round healing man, K.K.Kulkarni, an
unsuccessful student, became a manager, treasurer and

Odd jobs man, Mangeshrao Rege was the clerk and chief accountant, Anantrao Phalnikar;
a school drop-out flowered into an imaginative engineer. Such was our founder's faith in the
human being that, Tukaram Ramoshi and Priya Mang, both convicted dacoits, became the trusted
guards of Kirloskarvadi!

The first Kirloskar Group Company

Kirloskar Brothers Limited (KBL) - the first Kirloskar venture at
Kirloskarvadi was to become the base for all of the Kirloskar Group's
subsequent enterprises. It began as the only Indian company with its own
standard products - the fodder cutter and the iron plough, which competed with
the British products. KBL also manufactured groundnut shellers, sugarcane crushers and pumps,
which were to usher in a new economic order in the Indian industry. To power these machines,
diesel engines, coal gas generators and electric motors were developed at Kirloskarvadi.In a
display of great versatility, KBL then shifted its focus to fluid handling and control. As India's
largest manufacturer of pumps and valves, and also the group's flagship company, KBL lends its
strength and expertise to every new venture of the Kirloskar Group.

KIRLOSKAR GROUP HISTORY
1888 - Mr. L. K. Kirloskar established the Kirloskar Group.
Iron plough was the first product.
1910 -Factory set up in Kirloskarwadi to manufacture sugarcane crushers, groundnut
shellers,farm implements, and hand pumps In 1946, manufacture of water pumps for
irrigation started.
Company today is known as Kirloskar Brothers Ltd. and was incorporated in 1920.
1910-1946 - Various products like sugarcane crushers, groundnut shellers, farm implements,
hand pumps were launched.


Enriching Lives

1946 - Kirloskar Oil Engines Ltd. Was established.
1957 - Kirloskar Pneumatic Co. Ltd. was established.
1992 - Kirloskar Ferrous Industries Ltd. was established.
2006 - Kirloskar Chillers Pvt. Ltd. (Established in 1996 as Kirloskar McQuay Pvt. Ltd.)
Present generation is the 4th generation of Kirloskar, successfully handling the group companies.

Kirloskar Group Companies

KIRLOSKAR GROUP BUSINESS:

KIRLOSKAR BROTHERS LTD
Turnkey Projects, Centrifugal Pumps, Valves, Hydro Turbines, Anti Corrosion Products
Kirloskar Oil Engines Ltd.
Diesel Engines, EngineBearings&Valves, Reciprocating, Compressors
Kirloskar Pneumatic Company Ltd.


Enriching Lives

Screw Centrifugal, Compressors, Traction Gears, Gearboxes, Refrigeration Projects, Flake Ice
Plants
Kirloskar Chillers Pvt. Ltd
Reciprocating Chillers, Centrifugal Chillers, Screw Chillers

KIRLOSKAR FERROUS INDUSTRIES LIMITED (KFIL).

Kirloskar Ferrous Industries Ltd. Is the youngest company in K-Group is a large-scale
industry to begin operations in rural and industrially backward district of Koppal.

KFIL was conceived around 1992 triggered by the following factors:-

1. Rapid growth in automotive and farm mechanization sectors.

2. De-licensing and liberalization policies of the government.

3. High volume demand for castings from the above sector.

4. Demand of the thin walled casting with less machining allowance.

5. Demand of accuracy of castings capable of being machined in CNC machine in
single pass.

Keeping this in mind K group came up with idea of founding KFIL with the experience
and expertise available in the group in field of foundry business.

To ensure the desired quantity of raw materials and cost effectiveness in operation, KFIL
simultaneously went for PIP. It took advantage of abundant availability of Iron Ore, in Hospet
Bellary region and thus located the plant near Hospet.

With this KFIL enjoys the following advantages in the castings production.

 A modern plant set to deliver castings of international quality to deliver the highest levels
of customer’s satisfaction.


Enriching Lives

 Only foundry in Asia with backward integration of liquid metal.

 Uninterrupted raw materials source availability like metallic iron ore and water. It may be
noted that region is located on the banks of Tungabhadra River.

 Connected through a network of state and NH for transportation of raw materials and
finished goods.

KFIL TIMELINE:
1994 Year of inception
1994 Commercial production of pig Iron from Mini Blast Furnace I.
1995 Commercial Production of Grey Iron Casting
1995 ISO – 9002 Certification
2001 QS 9002 Certification
2002 ISO 14000 Certification
2005 ISO/TS 16949: 2002
2006 Acquired Solapur Foundry from Kirloskar Oil Engines Ltd.

DYNAMIC PEOPLE OF KFIL
Mr. Atul.C.Kirloskar Chairman
Mr. Sanjay.C.Kirloskar
Mr. R.V. Gumaste Managing Director

BOARD OF DIRECTORS
Mr. C.V.Tikekar.
Mr. S.N.Inamdar.
Mr. S.K. Singhai.
Mr. G.A.Tadas.
Mr. A.R. Jamenis.


Enriching Lives

Mr. A. Mnudewadi.

COMPANY SECRETARY

Mr. C.S.Panicker

AUDITORS
Mr.P.G.Bhagwat. (Chartered Accountant).

BANKERS
• State Bank of India.
• Bank of Baroda.
• Bank of Maharashtra.
• IDBI Bank
• UTI Bank
• ICICI Bank
NATURE OF BUSINESS CARRED:

The company manufactures the Pig Iron in three different grades, by Calibrated Iron-ore
brought from mine owners in the Hospet & Bellary Iron-ore belt within the distance of 50 kms.
Coke is imported from China. Iron Ore, Limestone, Coke & Dolomite is the raw materials for the
manufacturing Pig Iron.

1. Casting and Ploughs
2. Compressors pumps, electric Power
3. Machine tools
4. Engines and components, diesel engines.
VISION MISSION VALUES & QUALIY POLICY OF THE KFILKFIL Vision

“To be a world class product leader through the state-of-art manufacturing technologies and
processes”.

KFIL Mission


Enriching Lives

 To enhance pig Iron manufacturing to 500000MT/annum.
 To improve foundry capacity utilization to manufacture 1, 00,000mt/annum

 To maintain a company level sales of 700 crores for, year 2009-10

 To reach a company level sales of 1000 crores and profit of 10% by year 2011

 KFIL Values

 Customer orientation.

 Vendor development (Critical link in the business).

 Development of Human Resources through Trust, Positive Attitude, Integrity,
Teamwork, Respect for individual, Concern for Quality, Cost, 5S, Safety, Kaizen,
Innovative, Information sharing, Making Continual Improvement, Work for WIN-
WIN agreements, Result Oriented.

 Process and Product excellence.

 Responsible corporate neighbors.

QUALITY POLICY

KFIL is committed to achieve total customer satisfaction through adoption of state of art
manufacturing technology and processes with continual improvements. KFIL is also committed to
improve the quality of work life of its employees through improved work practices.


Enriching Lives

ABOUT KIRLOSKAR COMPANY


Enriching Lives

ABOUT KIRLOSKAR COMPANY

Yearof establishment: 1992
Sales turnover 2008-09: INR--------------- Million, USD 105 Million
No. of employees: 2000 Castings-Hospet: 60,000 MT, Solapur: 24,000 MT
Captive Power Co-generation – 7 MW(2 Steam Turbines)
Location: Bevinahalli Village 20 Kms from Hospet town, 300 Kms north of Bangalore city,
Karnataka State, India.
Total Area: 7, 20,000 Sq.Mtrs.


Enriching Lives

Covered Area: 3, 50,000 Sq.Mtrs
Kirloskar Ferrous Industries was born with the unique advantage

☻ Kirloskar Ferrous Industries Limited is located on the belts of Tungha Bhadra
Reservoir in Karnataka and near the rich Iron ore belt of Hospet –Bellary range near Koppal
Town on NH –63.

☻ The Kirloskar group has had a long and close relationship with the foundry business group
units specializing in the manufacture of high Quality ferrous and non-ferrous castings.

☻ Accumulated through experience and expertise of the group in the field of Foundry
business.

Only Foundry in Asia with backward integration to liquid metal, which has Global
capacities to meet High Volumes Consistently.

Power: Captive power generation through the use of 2 No Steam Turbines and Diesel Generating
Sets.

Total power generation capacity 26 MW

Installed Capacity: 2, 40,000 Tones/Year

One of the main product of the company is pig iron

PIG IRON

Pig iron is the basic input for making iron casting which finds its application in steel industry &
other sectors of the economy. It can also be used in the change mix of the electrical are furnaces
(EAFs) as a partial substitute of melting scrap. Pig iron mainly
classified into tow glades.

Basic glade (which is used for making steel)

Foundry glade (which is used of manufacturing iron casting)

E.g. Glade which is used of manufacturing special steel India’s
share in the total global exports is 4.51% in 1996-97 & the
same increased to 7.14% in 1997-98.Global scenario of pig
iron


Enriching Lives

The demand for pig iron in the international arena has seen sharp rise. The total production
of pig iron to 500 M.T. developed nations accounts for 45% of the total production. Seeing the
potential demand many mills in USA such as NUCOR. NORTH STAR CASCADE STEEL &
MAC STEEL is switching over to pig iron production.

Growth trend in India’s pig iron sectors

Pig iron production in India was totally in the domain of the integrated steel plants especially
SAIL & RNIL. The major supplier of pig iron in domestic market.

The integrated steel plants (ISP) are the major supplier of pig iron. It contributes up to 90% of the
pig iron supply. Throughout the liberalization policy new private companies have entered into pig
iron industry.
MAJOR BUSINESS PARTNERS

PIG IRON
• ELECTROSTEEL CASTINGS, TEXMO INDUSTRIES, RAJKOT ENGG, ASSOCIATION,
LAXMI MACHINE WORKS, MENON PISTONS LTD, PUNJAB TRACTORS LTD, SRIRAM
PISTONS & RINGS LTD, KALYANI STEELS LTD, MUKAND LTD

FOUNDRY
AUTOMOBILE: MAHINDRA & MAHINDRA, TELCO, MARUTI UDYOG LTD,
TRACTOR: ESCORTS, CARRARO, TAFE, PUNJAB TRACTORS LTD
ENGINE:KIRLOSKAR OIL ENGINES, SIMPSON, SWARAJ ENGINE
COMPETETORS:
Major Competitors
DCM Engineering, Ennore Foundries, Nelcast, Ashok Iron Works, Menon & Menon,
Ghatge Patil, Amtek
PRODUCT PROFILE
KFIL products are in the beginning of the value chain. The major thrust is to “Drive Down
Cost” to retain competitive edge.
The technology focus in FY07 has been on
improvements in the areas of

Quality
Cost
Productivity
Process


Enriching Lives

Products

Iron Castings
Cylinder Blocks Cylinder Heads
Housings Axle & Transmission parts 27, 2007 5 Property o
f Casting:• Grey Iron, • S.G Iron, • Investment Casting

The company’s products are used in the following industries.
PARTICULERS PERCENT
Textiles 12%
Pumps 11%
Automobile 26% Textiles
Pipes 12% Pumps
Engines 6% Automobile
Fans 3% Pipes
Agriculture 10% Engines
Others 20%
Fans
Agriculture
Others


Enriching Lives

The above table represents the basic of products differentiation and the list of industries
where these products are used. Chemical composition of the product is the reason for production
for different kinds of products. Mainly products are differentiated on the basis of silicon
compensation. Company has got different kinds of customer varying between with high or low
range of silicon contents.
AREA OF OPERATION
The area of operation of KFIL is global; it has its branches in other countries also namely.
OVERSEAS COMPANIES
• Indo – Malaysia Engineering Co. Malaysia
• Kirloskar Industries, Philippines.
• Kirloskar Kenya Ltd., Kenya.
The main and subsidiary branch of the company is as under, KFIL main office address is as
follows,

RIGISTERED OFFICE
Laxman Rao Kirloskar Road,
Khadki - Pune 411003 (INDIA).
The main production unit of the company is situated in Bevenahalli which is surrounded
by the rich resources, in terms of raw materials, water, human resources and a transportation
facility.
The exact address is as follows,
KFIL Address:
Village : Bevenahalli
Post : Hitnal (Pin 583234)
Dist : Koppal
State : Karnataka (INDIA).
INFRASTRUCTURE
Foundry Plant :
Partial view of Foundry Area & Surroundings


Enriching Lives

Melting:
ABB Make Holding / Melting Furnaces: 3 crucibles & 2 controls
Capacity: 30 tons holding capacity, each.

ABB make Press Pour Furnace with 7 tons holding capacity

Casting of Pig Iron

Mould Shop:
George Fischer makes high pressure moulding machine and auto mould handling system.


Enriching Lives

Type of moulding machine: Air Impact Plus
Speed: 70 moulds per hour
Box Size: 1250 X 900 X 400 / 400 mm.
Core setting mechanisms: 2 nos.
Sand Plant with capacity of 110 tons per hour with mold ability controller.
Core Shop:
Cold Box Core Shooters:
Core Shooter capacity: 40 liters
Number of core shooters: 20 nos.
Shell Core Shooters:
Capacity: 40 liters, 20 liters and 15 liters

Casting cleaning :
George Fischer designed Special Purpose Shot Blast machine
Hansger type shot blast machine

FUNCTIONAL DEPARTMENTS AREAS


Enriching Lives

• HUMAN RESOURCES
• PRODUCTION

• PURCHASE

• FINANCE

• MARKETING

• QUALITY ASSURANCE

HUMAN RESOURCES MANAGEMENT
This is very important to every organization they believe in the process of empowerment for
success. And their aim is to provide good and quality employees to company while I studying the
organization in KFIL the company adopt a team learning process to create a strong knowledge
base and it will easy to face work load for employees. A satisfied employee is an unadvertised
asset of a company.They Provides maximum opportunity for personality development.
Competitive compensation, benefits and remuneration based on results is the company policy
today and focus in the future.

 Creation of good working environment and shared accountability for quality, safety and
knowledge.
 Adoption of improved work practices to foster the intellectual capital.
 Develop people with high degree of enterpreneurability and leadership qualities.
 Develop emotional togetherness for strong ownership.
 Defining the role & responsibilities of employees to generate
 Empowerment and right leadership.
 Encouraging teamwork, participation & involvement to effectively deal with negative
residues.
 Development of personnel to create knowledge tank and a learning base to defeat
competition.


Enriching Lives

 Recognize performers through rewards and recognition.

Organizational Structure of the Company

The organizational structure of an enterprise would depend upon its size, product
manufactured and its functional divisions. The organizational structure may be flexible. The
company may change its structure according to the needs and suitability.

In KFIL the Board of Directors is having the major position in the company. Managing
Director (CMD) is held responsible for formulating and implementing the Policies, Procedures
and rules with the assistance of Board of Directors appointed by the Government and various
financial institutions. Different functional department heads like Production, Marketing, Finance,
and HRD&A etc also assists him.

Each functional department heads are assisted by the Assistant Managers. There is always
coordination between all functional departments through horizontal communication.


Enriching Lives

ORGANIZATON STRUCTURE:

G.M. HRM & GA

Manager of Manager Sr. Manager Manager Manager Dy.Manager
Environment of Safety of GA of HR of PMU -Admini

Sr. Officer of Civil Assistant-
Engineer of
Cattering Engineer Officer
Environment

Sr. Officer HR & Assistant-
IR Engineer

Officer of HR &
Assistant Officer
IR

Assist Officer

Sr. Assistant


Enriching Lives

Company has taken care of employee’s welfare by providing accommodation medically and
medical reimbursement to self and family subsidized canteen facility to all employees, free
transportation to their residence to the work place. Company is having officers, club members of
their facilities meet and participating in various activities of recreations.

Company plans to increase turnover per employee through:
Increase production
Increase productivity
Maintain/ improve quality
Cost efficiency
Adhering to timely suppliers
Reduction in wastages
Innovations.
Only machine cannot perform all the work, they need the assistance of human who is key
for their operations. In KFIL [HRM & GA] constantly take care for each employee right from his
induction to his performance recognition, personnel department required to guide the people at
work and organize them to achieve the best result.
Human Resources department coordinates all other departments and helps them to work
effectively. This department performance all those functions which creates a sense of
belongingness among all the workers, A part from this is also maintains a cardinal relationship
between others industries.
The various functions performed this department are:
 Recruitment
 Selection
 Interview
 Placement
 Wage & salary administration
 Training & development


Enriching Lives

 Performance appraisal
 Promotion and transfers.
And all those functions which helps to motivate the employees and which leads to increase
their morale.

PRODUCTION DEPARTMENT

ABOUT PRODUCTION DEPARTMENT

As I studied in the organization one of production department is most important in KFIL. As
studied the company innovates new technology from KTS (KORF Technological Sidervrgica
Ltd.) Brazil has helped KFIL to design and develop a product and it producing more than 500 MT
of Pig Iron worlds over.

KFIL is among the first in India to adopt this state of art technology with computer
controls to produce consistent quality of Pig iron. KFIL also boasts of a record of projects
completion of electing the first MBF with in 18 months and second MBF within 9 months.
The company main product is PIG IRON it producing by using the raw materials such as iron ore,
coke, and fluxes such as limestone, dolomite, quantize, and manganese are pre-requisite quantity


Enriching Lives

of iron ore, coke. Fluxes are then feeded into the furnace by means of the electronic weighing
system.

PIG IRON PLANT (PIP)

Pig iron is produced using raw materials such as iron ore, coke, and fluxes such as
limestone, dolomite, quantize, and manganese are pre-requisite quantity of iron ore, coke. Fluxes
are then feeded into the furnace by means of the electronic weighing system. Consisting of load
cell, batching controller and programmable logic controllers. Pig Iron is produced through MBF`s.

FOUNDRY PLANT

Foundry business is the core expertise of the group. In KFIL the state of art technology in
foundry is adopted to meet the high volume of demands of automotive and farm mechanization
sector. This also meets the requirements like reduced wall thickness, low machining allowance,
above all receptive dimensional accuracies. They supply castings in the domestic market
companies like KOEL, TATA Engineering Locomotive Co., Punjab Tractor Ltd., and Mahindra
& Mahindra, Simpson, Maruti Udyog Ltd.

PIG IRON

The raw materials for the manufacturing pig iron are,

Iron Ore, Limestone, Coke &, Dolomite, There are 2mini blast furnaces (MBF) functioning in the
KFIL for manufacturing or Pig Iron by adopting fallowing procedures by help of MBF the
company producing production

Production process showing in the below diagram, by seeing this picture you can understand
production process of the company

Pig Iron Plant


Enriching Lives

TRUST OUR PIG IRON TO CAST YOUR REPUTATION
K F I L NETWORK (PIG IRON).

The KIRLOSKAR head office in HOSPET ,and it having there are four branches in India

Those are DELHI, KOLHAPUR, AHMEDABAD, and COIMBATORE. And the KIRLOSKAR
having good dealers network overall in India those are BELGAUM, HYDERABAD,
VIJAYAWADA, COIMBATORE, BANGALORE, KOLHAPUR, NAGPUR, AHMEDABAD,
RAJKOT, KOLKATA, JAIPUR, FARIDABAD, DELHI, LUDHIANA,

PURCHASE DEPARTMENT


Enriching Lives

The purchase department is one of the most important in every industries especially in kirloskar it
needful because of the company purchasing row material in bulky. Purchasing means buying
the raw materials from vendors or suppliers to produce end products of an industry. Coke is
imported by China because the required specification and quality of china coke matches with
KFIL product specification.

The factors considered by the purchase department are price, quality, and supplier background. it
includes those materials which support directly to the production process they are ,Iron ore
Metallurgical coke, Lime stone, Dolomite, Sponge, QAZ/BHQ, Manganese ore

And in purchase department broadly divided into four types

MATERIAL

BULK CONSUMERS SPARES STATIONARY
PURCHASE

Mission of the purchase department
“To ensure the availability of the right quality at right time with right place”.

PROCESS Flow OR PURCHASE PROCESS.


Enriching Lives

P

Source
Existing No Vendor
Vendor
?
Yes

Float
Enquiry

Quotation Approve
Vendor

Create
Negotiation Vendor

Finalize Vendor
Vendor Master

Existing No
Vendor Amend
? Purchase
Yes Order

O Import Purchase
? Order
PO Supplier I
Yes No


Enriching Lives

FINANCE DEPARTMENT

The finance department is also important to the every organization and as I studied in organization
the KFIL maintaining accounts with update and in finance department most of the dynamic
persons are working. Finance department deals with various functional activities of the
organization. The books of records of KFIL is maintained by fully own built software system If
this department is not well operated, the whole organization activities will be ruined.

KFIL`s finance department functions are as follow:

• Preparation of master budget.

• Maintenance of accounting records.

• Preparation of final accounts.

• Payment and cash management.

• Funding Activity

• Internal audit.


Enriching Lives

MARKETTING DEPARTMENT

The marketing department is mainly it useful for getting profit by the way of selling the products
and also it focus on the activities of Marketing products, Pricing, Promotion and Distribution of
products. These activities collectively called as 4 Ps in Marketing.
As per the company mission the direction of achieving the marketing team they are putting
maximum effort for increase of sales and realization for the company’s product while meeting the
customer’s requirement to their all round satisfaction”.
And I highly concentrated on marketing department because of the marketing department is
interesting and they implementing the new strategies for increase the sales of their company
products ,their dealings with customers ,convincing & clarifying
STRATEGIES
• Maintaining quality leadership
• On – Time delivery
• Strong dealership network
• Customer orientation
• Customer driven
• Performance tracking of competitors
The marketing department is mainly focus on the activities of Marketing products, Pricing,
Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.
Marketing department is mainly focus on the activities of Marketing products, Pricing,
Promotion and Distribution of products. These activities collectively called as 4 Ps in Marketing.
Products: The Company has following products in its Product Line.
They are:
1. Basic Grade Pig Iron.
2. Foundry Grade Pig Iron.
3. Spheroid Grade Pig Iron.


Enriching Lives

Pricing:
The name “Kirloskar” itself is the mark of quality for the customer. The company has left
the opinion of transporting Pig Iron to the Buyers site to the Buyer. So one can buy the Pig Iron at
the Company’s Site or can order.
The company has come across different Prices terminologies.
They are:
 List Price
 Discount
 Allowance
 Payment Periods
 Credit Terms
List price is nothing but the selling price. It is also called as Basic Price.
Basic Price = Production Cost + Profit
Production cost includes both variable cost and fixed cost.
If the transport is undertaken by the company then boarded price is calculated according to sites
mentioned in receipt.
Recorded Price = Basic + Freight + CED (Central Excise Duty)
A discount of Rs. 100/- PMT is given to the regular and bulk buyers.
Price of this company pig iron are comparatively more when compound to competitions,
even with this more price also the company has succeeded in reaching top market share holding
position in the Pig Iron market & Foundry. People prefer this company Pig Iron because the
following reasons:
a. High Quality
b. Fixed Chemical Composition
c. Test Certificates are issued with every load
d. Almost 0% impurities & slag mix up


Enriching Lives

If customer demands for 2.25% silicon, Then the company will supply exactly with this
proportion, where as others supply with range between i.e., 2.25% silicon etc.

In this company, Pig Iron is melted once, almost 98-99% pure molten metal is obtained
while as in it is 97% size is almost comfortable for feeding into less opening firmness. The
company brand name helps in attracting customers. From the above points is clear that the
company is not using any mark penetrating pricing strategy to penetrate the market instead it is
using skimming price strategy.

Promotion
The company has appointed number of dealers throughout India for its marketing purpose.
Each dealer will get Rs. 100 PMT, as commission for the pit iron is sells.
Credit notes are given to these dealers for their commission.
Pig iron is also sold on credit as one of the promotion tools to attract customers. Credit time
depends on areas (less credit period is for North Zone) and order they give.
Distribution:
The company has got distribution network spread allover India in form of dealership and
also through company’s employees, and they are using first level and second level distribution
channel i.e.
 Manufacture to consumers.
 Manufacture to dealers and consumers.
the company has divided its market into 7 Zones:

Zone A Karnataka Belgaum, Shimoga, Bangalore
Zone B Andhra Pradesh Hyderabad, Vijaywada
Zone C Maharashtra Kolhapur, Pune, Mumbai, Nagpur, Solhapur
Zone D Gujarat Ahmedabad, Rajkot, Surat
Zone E Rajasthan Jaipur
Zone F Delhi Delhi, Faridabad, Zodhinoor, Agra
Zone G Tamil Nadu Chennai, Coimbatore, Mudurai


Enriching Lives

In the KFIL

Structure of the Marketing Department

Departme
nt
Head

Branch Marketing Dispatch
Manager Manager Manager

Line Line
Head Head

Assistant Assistant Assistant Assistant

The organizational structure of an enterprise would depend upon its size, product
manufactured and its functional divisions. The organizational structure may be flexible. The
company may change its structure according to the needs and suitability.
So in the kirloskar ferrous industries ltd company has build excellent structure of the
marketing department and every body has their won responsibility about their work


Enriching Lives

In the marketing department there is one department head and under this there are three
senior managers i e Branch manager, Marketing manager, Dispatch Manager. Under Marketing
manager and Dispatch Manager having each both of them and finally there are two assistant each
under line head
This is the brief introduction about marketing department structure

QUALITY ASSURANCE DEPARTMENT:

The company is committed to achieve total customer satisfaction through adoption of state
of the art manufacturing technologies and process with continuous improvements. The company
is also committed to improve quality of work life of its employees through improved work
practices.

Quality objectives:
The following are the objectives of quality assurance department. They are as under:
A] Customer Satisfaction: Maximization of customer satisfaction by consistent supply of
quality casting and pig iron.

B] Supplies Quality Assurance: provide technical support and guidance to our suppliers
through quality assurance programmers to ensure highest quality of purchased materials suppliers
it is a critical link in company quality system.


Enriching Lives

Need for the study


Enriching Lives

Need for the study:

Customer satisfaction level is the factor which has got its own importance in the
industrial marketing. A better satisfaction level to the customer means it is a good image of the
company. So many industries are providing good service and quality to the customers. And
company image is one of the most important for growth. So the companies should have to provide
better service, quality, quantity, price, to the customers until they satisfy with product. In the field
like steel companies (KFIL) where there is a tough competition to create a better satisfaction level
brand image in the minds of the customers. So this study helps to find out the attributes and
satisfaction level of the customers which helped the company to provide better service to
customers


Enriching Lives

Objectives and Research Methodology


Enriching Lives

Objectives of study:

1. To know the factor which influence the customer to purchase the KFIL products.
2. To determine the customer satisfaction level towards the KFIL products.

3. To understand the customer perception towards KFIL products.

4. To know the factors to improve the quality of the KFIL products.

Research Methodology
The study is carrying at “KIRLOSKAR FERROUS INDUSTRIES LTD. The data will
be collected through the primary and secondary source.
Research: Descriptive research.

Data Source: (i) Primary data
(ii) Secondary data.

Research Approach: Survey method.
Research Instrument: Questionnaire.
Sampling Plan:
(i) Sample Unit: Customers of
KFIL (pig iron) product..
(ii) Sample Size: 50
(iii) Sampling Procedure: Convenience sampling.
Contact Method: Tele phonic& mail survey.


Enriching Lives

Mode of collecting data: The respondents will be chosen according to the
convenience and also I collected data by the way of
their personal contact no and e-mail ID. Requesting
to them for provide data regarding what I asked
question them to grant interview. The secondary data
will be collected from various books, journals,
reports (both published and unpublished) etc.
Data processing: A number of tables to be prepared to bring out the
main characteristics of the collected data.

Limitations of the survey:
1. No other aspect other then customer satisfaction is included in the study
2. The sample of size of 50 consumers may not necessarily represent the customer behaviour
of the whole population.
3. The survey was conducted in Bevinahalli which does not represent the customer
satisfaction in other cities.


Enriching Lives

Analysis and Interpretation


Enriching Lives

Analysis and interpretation

1.
Since how many years you are using pig iron product?

Cumulative
Frequency Percent Valid Percent Percent
Valid 5 years and more 50 100.0 100.0 100.0

Since how many years you are using pig iron
product?
5 years and
more

INTERPRETATION: The above table and chart shows the customers are using
pig Iron product since 5years.


Enriching Lives

2.
Which factor influenced you to buy the KFIL product?

Cumulative
Valid Quality 36 72.0 72.0 72.0
Company image 14 28.0 28.0 100.0
Total 50 100.0 100.0


Enriching Lives

Which factor influenced you to buy the KFIL
product?
Qualit
Company
y
image

INTERPRETATION: The above table and chart shows overall Quality is the
major factor which influences the customer to buy the KFIL product. Few of the
customers buy the KFIL product by considering the company image. This is thing
customer kept in mind about company.

3.

Do you buy the product, only from KFIL?

Cumulative
Valid Yes 30 60.0 60.0 60.0
No 20 40.0 40.0 100.0
Total 50 100.0 100.0


Enriching Lives

Do you buy the product, only from
KFIL?
Ye
N
s
o

40.00
%
60.00
%

INTERPRETATION: The above table and chart shows overall the majority of
customers buy the products by KFIL only and the remaining customers buy from
other companies.

4. Tick the below attributes based on the customer satisfaction level.


Enriching Lives

Quality

Cumulative
Valid Very high 4 8.0 8.0 8.0
High 39 78.0 78.0 86.0
Average 7 14.0 14.0 100.0
Total 50 100.0 100.0

Quality

Very high
High
Average
8.00%

14.00%

78.00%

INTERPRETATION: The above table and chart shows the Most of the
respondents are highly satisfied with the quality of the company.


Enriching Lives

Price

Cumulative
High 26 52.0 52.0 64.0
Average 18 36.0 36.0 100.0
Total 50 100.0 100.0

Price

Very high
High
Average

12.00%

36.00%

52.00%

INTERPRETATION: This table and chart shows the majority of the respondents
say that the price of the products of KFIL is high compared to other company
products.


Enriching Lives

Service

Cumulative
Valid High 3 6.0 6.0 6.0
Average 35 70.0 70.0 76.0
Low 12 24.0 24.0 100.0
Total 50 100.0 100.0

Service

High
Average
Low
6.00%

24.00%

70.00%

INTERPRETATION: This table and chart shows the overall service provided by
the KFIL is average according to the majority of the respondents.


Enriching Lives

Availability

Cumulative
Valid High 3 6.0 6.0 6.0
Average 32 64.0 64.0 70.0
Low 4 8.0 8.0 78.0
Very low 11 22.0 22.0 100.0
Total 50 100.0 100.0

Availability

High
Average
Low
6.00% Very low

22.00%

8.00%

64.00%

INTERPRETATION: The above chart shows overall the products of KFIL are not
abundantly available. They are available in less quantity.


Enriching Lives

5.

Are you satisfied with KFIL product?

Cumulative
Valid Yes 41 82.0 82.0 82.0
No 9 18.0 18.0 100.0
Total 50 100.0 100.0

5.

Are you satisfied with KFIL product?

Yes
No

9

41

INTERPETATION: The above table and chart shows overall majority of the
respondents are satisfied with the KFIL products.


Enriching Lives

6.
If yes, How much are you satified with KFIL product?

Cumulative
Valid Very highly satisfied 7 14.0 14.0 14.0
Highly satisfied 13 26.0 26.0 40.0
Satisfied 30 60.0 60.0 100.0
Total 50 100.0 100.0

If yes, How much are you satified with KFIL product?

Very highly satisfied
Highly satisfied
Satisfied

14.00%

60.00%
26.00%

INTERPRETATION: The above table and chart shows overall the customers of
KFIL are satisfied with the quality of product.
7.


Enriching Lives

If no, why?

Cumulative
Valid Quality 5 10.0 10.0 10.0
Service 14 28.0 28.0 38.0
Price 7 14.0 14.0 52.0
Availability 24 48.0 48.0 100.0
Total 50 100.0 100.0

If no, why?

Quality
Service
Price
Availability

INTERPRETATION: this chart shows the main reason for the respondents who
are not satisfied with KFIL product is non availability of the product.
8.


Enriching Lives

In future will you continue to purchase KFIL product?

Cumulative
Valid Yes 21 42.0 42.0 42.0
No 29 58.0 58.0 100.0
Total 50 100.0 100.0

In future will you continue to purchase KFIL product?

Yes
No

42.00%

58.00%

INTERPRETATION: While surveying most of the customers are ready to
purchase the products of KFIL in the near future.

9.


Enriching Lives

Do you suggest others to purchase KFIL products?

Cumulative
Valid Yes 46 92.0 92.0 92.0
No 4 8.0 8.0 100.0
Total 50 100.0 100.0

Do you suggest others to purchase KFIL products?

Yes
No

8.00%

92.00%

INTERPRETATION: While surveying majority of the customers say that they
will suggest others to purchase KFIL products.


Enriching Lives

10.
If no, why?

Cumulative
Valid Low quality 8 16.0 16.0 16.0
Not satisfied 3 6.0 6.0 22.0
Others 14 28.0 28.0 50.0
Inconvenient of service 25 50.0 50.0 100.0
Total 50 100.0 100.0

If no, why?

Low quality
Not satisfied
Others
Inconvenient of service

16.00%

6.00%

50.00%

28.00%

INTERPETATION: The reason for not suggesting others to purchase KFIL
products is die to inconvenient of service.


Enriching Lives

11.

KFIL made your purchasing easier and convenient, do you agree with this?

Cumulative
Valid strongly agree 4 8.0 8.0 8.0
Agree 29 58.0 58.0 66.0
Neither agree
13 26.0 26.0 92.0
nor disagree
Disagree 4 8.0 8.0 100.0
Total 50 100.0 100.0

KFIL made your purchasing easier and convenient, do you agree with this?

Strongly agree
Agree
Neither agree nor
disagree
8.00% 8.00%
Disagree

26.00%

58.00%

INTERPRETATION: Most of the customers agree that KFIL has made
purchasing easier and convenient.
13.


Enriching Lives

How do you rate the overall performance of the company?

Cumulative
High 18 36.0 36.0 44.0
Average 25 50.0 50.0 94.0
Low 3 6.0 6.0 100.0
Total 50 100.0 100.0

How do you rate the overall performance of the company?

Very high
High
Average
6.00% Low
8.00%

36.00%

50.00%

INTERPRETATION: The above table and chart shows the Majority of the
customers have rated the overall performance of the company as average.


Enriching Lives

12.
In which aspect do you think KFIL has failed to meet your expectations?

Cumulative
Valid Service 3 6.0 6.0 6.0
Price 12 24.0 24.0 30.0
Availability 35 70.0 70.0 100.0
Total 50 100.0 100.0

In which aspect do you think KFIL has failed to meet your expectations?

Service
Price
Availability
6.00%

24.00%

70.00%

INTERPRETATION: This table and chart shows the customer’s respondents feel
that KFIL has failed to meet the availability of the products on regular basis.


Enriching Lives

Testing of Hypothesis


Enriching Lives

Testing of Hypothesis

1) Objective: To determine the customer satisfaction level towards the KFIL products.

H0; less than 85% of the respondents are satisfied with the KFIL product.
H0 < 85%
H1; more than 85% of the respondents are satisfied with the KFIL product.
H1 > 85%
Testing of hypothesis at 5% level of significant
N=50
P0=85% Q0=15%
p =82% = 0.82

Standard error = PH0*QH0
N

= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.82-0.85
0.0504
= -0.5952
= -0.5952 >-1.64
ZCAL>ZTAB value
Accept H0
Reject H1.
There for, more than 85% of the customers are respondent they are satisfy with the
KFIL products.


Enriching Lives

2) To know the factors to improve the quality of the products

H0; less than 85% of the respondents are considering quality of the product
H0 < 85%
H1; more than 85% of the respondents are considering quality of the product
H0 > 85%
Testing hypothesis of 5% level of significant
N=50
PH0=85% QH0=15%
p=72% = 0.72
N

= 0.85*0.15
50
= 0.0504
ZCAL = P –PH0
STD Error
= 0.72-0.85
0.0504
= -2.5736

-2.5736<-1.64

ZCAL<ZTAB value

AcceptH1
Reject H0
There for, more than 85% of the respondents are considering quality of the product


Enriching Lives

3) To understand the perception towards the KFIL

H0; more than 55% of the customers respondent the KFIL product is good
H0 > 55%
H1; less than 55% of the respondents says KFIL product are good.
H1 < 55%
Testing of hypothesis at 5% level of significant
N=50
PH0=55% QH0=45%
p =44% = 0.44

N

= 0.55*0.45
50
= 0.0704
ZCAL = P –PH0
STD Error
= 0.44-0.55
0.0704
= -1.5625

-1.5625 <-1.64

ZCAL>ZTAB value

Reject H0
AcceptH1.
There for, less than 55% of the respondents says KFIL product are good.


Enriching Lives

Cross Tabulation


Enriching Lives

Cross Tabulation

Are you satisfied with KFIL product? * Do you suggest others to purchase KFIL products?
Cross tabulation
Count
Do you suggest others to Total
purchase KFIL
products?
Yes No
Are you satisfied Yes 39 2 41
with KFIL
product?
No 7 2 9
Total 46 4 50

From the above survey table through cross tabulation we come to know that,out of 50
respondents 41 responts are satisfied with the products of KFIL and in 41 there are 39
respondents suggest others to purchase KFIL products and respondents have shown their interest
to suggest the brand name of KFIL to others as they are highly satisfied and only 2 customers
respondent is that they donot suggest others to purchase the products.

Do you suggest others to purchase KFIL products? * How do you rate the overall
performance of the company?
Cross Tabulation
How do you rate the Total
overall performance of
the company?

Very high High Average Low
Do you suggest Yes 4 18 21 3 46
others to
purchase KFIL
products?
No 4 4
Total 4 18 25 3 50

From the above survey table I came to know, through the cross tabulation 46 respondents
suggest others to purchase KFIL products, in 46 respondents 4 respondents agree that overall
performance of the company is very high,18 respondts believe that company performance is
high,21 respondents say that company performance is average and 3 respondents say that the
companies overall performance is low.


Enriching Lives

FINDINGS


Enriching Lives

FINDINGS:

 While survey through questionnaire most of the customers respondent about quality.

Quality is the major factor which influences the customer to buy the KFIL product. Few of

the customers buy the KFIL product by considering the company image.

 Most of the respondents are highly satisfied with the quality of the company product.

 The majority of the respondents say that the price of the products of KFIL is high

compared to other company products.

 The service provided by the KFIL is average according to the majority of the respondents.

 The products of KFIL are not abundantly available. They are available in less quantity.

 The customer’s perception towards KFIL is average. They are not satisfied with the price

and availability as well as the service provided by KFIL.

 The company is trying to upgrade technology in order to cope up with other industries.


Enriching Lives

SUGGESTIONS


Enriching Lives

SUGGESTIONS:
About Price
 The Company should reduce the price of its products in order to increase the sales.

 The company should set the proper quotations of price with regard to competitors prices.

About Quality
 The company should produce abundant goods in right quantity and quality at the right

time. There should be no deficiency of products using latest technology and should follow

the principles of TQM so as to get yhe best quality products with few defectives.

 The customer’s perception towards KFIL (Kirloskar Ferrous Industries ltd) has to be

improved and enlarged by increasing the public relations,publicity and advertisements.

About Service
 The Company should provide good quality service to the customers and should retent the
customers trust and faith.
 The overall performance of the company has to be effective and efficient to attract the
customers and to increase its sales.
 The company should build the good relationship with customers and they need to improve
communication between the customer’s
 Majority of the respondents are suggesting to improve the quality of the service provided
by KFIL.
 According to the customer requirements they have to increase the production.
 The company may take some positive actions to improve availability and service, they can
keep qualified dealers .
 The company should try to upgrade technology in order to cope up with other industries.
 The company should take care of the complaints from the customers and accept suggestion
and develop customer care service.


Enriching Lives

CONCLUSION


Enriching Lives

CONCLUSION

It was an wonderful experience for me to work with KFIL, from the project I learnt about
the marketing tactics used by KFIL..
KFIL is a reputed organization which has developed its goodwill in the market to compete
with other (company) famous brand. It has to adopt modern technology in the production process
and can do better marketing compared with others. It has to increase the rate of commission
payable to its agents or dealers or retailers.
Bevinahalli is functioning well for the social as well as economical improvement of the
rural population.
To survive in the market the company needs to adapt an aggressive marketing policy as of
competitors.
Last but not the least I would like to conclude KFIL as good organization to work as well
as to interact with people. All the workers and members of the union nicely motivated me. The
KFIL retailers and wholesalers co-operated well and supported me in completing and making this
project a successfully.


Enriching Lives

Bibliography


Enriching Lives

Bibliography

www.kirloskar.com
www.google.com
consumer behavior


Enriching Lives

QUESTIONNAIRE


Enriching Lives

QUESTIONNAIRE FOR
CUSTOMER SATISFACTION LEVEL
AT
KIRLOSKAR FERROUS INDUSTRIES LTD
Sir/Madam
Name and Address Company: ____________________________

Contact person details:
Name:
Contact no:
E-mail ID:

1. Since how many years you are using (pig iron) products?
Last 1year [ ] 2-3years [ ]
3-5years [ ] 5years &more [ ]

2. Which factor influenced you to buy the KFIL product?
Price [ ] Quality [ ]
Service [ ] Company image [ ]

3. Do you buy the product, only from KFIL?
Yes [ ] NO [ ]
If No, Specify ___________________________________

4. If from KFIL, how did you come to know about KFIL (pig iron) product?
Dealers [ ] Competitors [ ]
Others [ ] Users [ ]


Enriching Lives

5. Other than KFIL, which companies product you will prefer?
1] 2]
3] 4]

6. Tick the below attributes based on your satisfaction level.
Very high High Average Low Very low

Quality

Price

Service

Availability

7. Are you satisfied with KFIL product?
Yes [ ] No [ ]

8. If yes, how much are you satisfied with KFIL product?
Very highly satisfied [ ] Highly satisfied [ ] Satisfied [ ]

9. If no, Why?
a) Quality [ ] b) service [ ]
c) Price [ ]. d) Availability [ ]
10. In future will you continue to purchase KFIL products?
Yes [ ] No [ ]

11. Do you suggest others to purchase KFIL products?
Yes [ ] No [ ]
If no, why?
Low quality [ ] Not satisfied [ ]
Others [ ] Inconvenient of service [ ]


Enriching Lives

12. KFIL made your purchasing easier and convenient, do you agree with this?

Strongly Agree Neither agree Disagree strongly
Agree or Disagree Dis agree

13. How do you rate the overall performance of the company?
Very high [ ] High [ ] Average [ ] Low [ ] Very low [ ]

14. In which aspect do you think KFIL has failed to meet your expectations?
a) Quality [ ] b) service [ ]
c) Price [ ]. d) Availability [ ]

15. What would you like to recommend for the improvements in Kirloskar ferrous
industries?

Thank you


A project report on customer satisfaction level at kirloskar ltd

Recomendados

Recomendados

Mais conteúdo relacionado

Mais procurados

Mais procurados (20)

Semelhante a A project report on customer satisfaction level at kirloskar ltd

Semelhante a A project report on customer satisfaction level at kirloskar ltd (20)

Mais de Babasab Patil

Mais de Babasab Patil (20)

A project report on customer satisfaction level at kirloskar ltd