Nalin Report on Supplier Satisfaction

A STUDY ON SUPPLIER SATISFACTION LEVELAT

ANUP ENGINEERING LTD.

SUBMITTED BY: NALIN LIMBACHIYA

ENROLLMENT NO: 097510592034

MBA: SEM II

SUBMITTED TO:

Sabar Institute of ManagementAt & Po.: Tajpur, NH.8, Ahmadabad

Himmatngar HighwayDist.: Sabarkantha

(AFFILIATED TO GTU)

Under the guidance of

Mr. Swapnil Patel

Assistant Marketing manager

ANUP ENGINEERING LTD

Table of Content

1

1. Student Declaration 2

2. Acknowledgment 3

3 Company Certificate 4

4 Project Report Detail 5

Executive Summary 6

Industry Information in Detail with Data. 7

Company Information. 8

Manufacturing process 16

Product list 17

5 Introduction of supplier satisfaction 21

6. Research methodology 27

Problem Definition. 28

Need & importance of Research. 28

Objective of Research. 28

Research Design. 29

Sample Design. 29

Data collection. 30

7 Data Analysis & Interpretation. 31

8. Limitation of Study. 61

9. Conclusion 62

10. Finding of Study 62

11. Bibliography 63

12 Annexure 64

12.1 Questionnaires 64

DECLARATION

I NALIN LIMBACHIYA student of SABAR INSTITUTE OF MANAGEMENT hereby, declare that the summer internship project on “A STUDY ON SUPPLIERS SATISFACTION LEVEL AT ANUP ENGINEERING LTD.” is my original work and has not been published elsewhere. This has been undertaken for the purpose of partial fulfillment of Gujarat Technological University as per requirement for the award of degree of Master of Business Administration.

Date: __/__/2010Place: Himatnagar Nalin A. Limbachiya

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ACKNOWLEDGEMENT

It is pleasure to acknowledge those who have contributed to this project directly or indirectly, though it will be still an inadequate appreciation of their contribution, I hereby acknowledge the names of the people to whom I will always remain grateful.

I would sincerely like to express my gratitude to Miss. Sweta Gogawat who gave me the grand opportunity to have Summer Internship Project at Anup engineering ltd.

I would especially like to thank Mr. Swapnil Patel, the Marketing Manager at Anup engineering ltd for evincing keen interest in my work, continuous encouragement and guide me throughout my survey. Without his co-operation it was impossible to reach up to this stage.

I am also very thankful to all the members of Anup engineering ltd who shared their valuable knowledge with me & gave me opportunity to understand the field of competitive mechanical industry.

I am also very thankful to Mr. Ishan Pandya who guide me for this project. I am thankful for his constant guidance, support and inspiration.

I would also like to sincerely express our gratitude to my Principle sir. Mr.Gajendra shinh & all the faculty members who have been time & again directly or indirectly helped us in relation to the Summer Project. Without the theoretical knowledge imparted by them during 1st year of M.B.A. course it would have been possible to have it applied in practical life..

Nalin Limbachiya

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4

Company certificate

5

Project Report Details

6

Executive Summary

Today is the age of globalization, and competition has become a regular feature in every industry. Every player in the market has to strive hard to sustain. Good marketing, purchasing, and production strategies are always assisting the companies to survive and grow.

Supplier is the main entity in the any manufacturing business the market today. He is the one who chooses from all the available products and selects the company of his will. The impact of technological innovation on supplier Behavior sets the tone for setting up the modern marketing, and purchasing strategies that includes the study of supplier satisfaction level, its needs and its development.

The project on “A STUDY ON SUPPLIER SATISFACTION LEVEL AT ANUP ENGINEERING LTD. “ mainly focus on the measurement of Supplier’s satisfaction level of various supplier across India, various problems they face while working with Anup egg. (E.g. purchasing problems, cost) also find the loop holes in the functioning of the company.

I have conducted a survey on ‘A STUDY ON SUPPLIER SATISFACTION LEVEL AT ANUP ENGINEERING LTD. ’ For this purpose I have prepared a questionnaire that includes most of the information about the overall supplier satisfaction level. The sample size was 25 suppliers, taken from the list of different suppliers of Anup Eng.

Main factors which influence the satisfaction among the suppliers, is Payment system, enquiry for the order, quality feedback, vender rating etc.

A study refers around 80% of the suppler were satisfied with dealing and company and most of the factors are influence positive meaner only on factor is come negative in that null hypothesis rejected that is vender rating and quality feedback. In the study result was tested by set the Chi- square testing for witch factor influence more than other with significance level 0.1 in the entire test.

Factor of payment and relationship with supplier observe value of 1.2556 is less than critical value 7.7794. in the enquiry of order, processing of order, co-ordination with them observe value 9.1464 is less than critical value 13.3616 so null hypothesis accept again , and same thing happened in the third factor also only last factor which is for vender rating and quality feedback is come negative observed value is 7.7871 is more than critical value 7.7794 So over all conclusion is come that all the supplier is satisfied and only one factor is make difference that is based on the perception and they always need more for that

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INDIAN ENGINEERING INDUSTRY:-

The Indian engineering industry forms the crucial backbone of the economy and is intricately linked with umpteen other core sectors for its demand. The engineering industry derives its demand from capacity creations in core sectors viz., power, infrastructure, mining, oil and other several other sectors including general manufacturing sector, consumer goods industry, automotive and process industries.

The intricacies of the demand base make demand forecasts a very complex issue, and quite often players find their strategies fail due to erratic response from the market.

The Indian engineering industry is worth around Rs 1,165.0 billion (2000-01). Over 80.0 percent of the consumption by value falls under heavy engineering while light engineering contributes the rest.

The industry can be approached as the heavy and light engineering sectors. The heavy engineering market contributes to over 80.0 percent of the net engineering production (Rs 1,135.0 billion) with light engineering contributing the rest. The enterprise mix of the Indian engineering industry comprises multinational company controlled units or joint ventures with good foreign stake, large Indian Companies without foreign collaborations, medium sized companies maintaining regional dominance and small / grey market players largely constituting the unorganized sector with niche markets.

The engineering industry can be divided in to electrical non-electrical segments. The electrical segments depend upon investment in power industry, while the prospects of the non-electrical segments are driven by industrial investment. Engineering equipments finds demand in sectors like cement, steel, power, chemicals, and petro-chemicals, all of which have been adversely affected by the general slowdown in the Indian economy in the past. Indian manufacturers are capable of catering the most of the customer’sNeeds. There may be a supply constraint in some cases. For exp. India has an installation capacity of 7000 MW in turbines.

Some Indian manufacturers like BHEL, L&T, have made a mark in the international markets, while some of the Indian arms of multinational are a global base for outsoursing product and services including R&D, along with its inability to be globally competitive in the past, The Indian engineering industry has also suffer from poor demand. The slowdown may just be over and fortune of the Indian engineering industry is likely to look up.

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COMPANY INFORMATION

ANUP ENGINEERING LTD.

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History:

The Anup engineering ltd was established in the year 1963 by shri Arun p. sheth. It is one of the leading engg. Company is manufacturing equipments for chemicals, petrochemicals, pharmaceuticals, fertilizers, drugs and allied industries. The Arvind mills ltd.- a flagship company of well-known Lalbhai group has acquired controlling interest of Anup. It enjoys world-wide reputation of being one of the most effective and efficient means for solid - liquid separation that is cost of the effective and easily installable.

Today, the company is a name to reckon with and has established a legacy of innovation and integrity. Company has a highly capable team of employees and the financial strength to make significant investment in the near future. The company has a full fledge in-house Research and Development Laboratory approved by Department of Science and Technology’ Govt. of India. The total area is 43500 sq.m, And 18760 sq.m. Area is under Crane Hook. The company has employed 34 qualified Professionals, Managers & Engineering Personnel & 66 Qualified Trained and well Experienced Welders and Craftsmen of engineering Trade.

ANUP Engineering Ltd. Located in western part of India in the city of Ahmadabad of Gujarat state have proven track record of more than a decade in manufacturing Solid/Liquid range of machineries like Pusher centrifuge, Pressure Vessels, Heat Exchanger, Peeler Centrifuge, Vertical basket Centrifuge. Today ANUP have earned commendable position in Indian Fertilizers, Pharmaceuticals and Chemical industries etc. The company has patronage from leading Corporate, Public Sector and Multi national companies and consistent export orders from neighboring countries and from Europe Latin America, Russia and African countries

Anup is ASME "U" Stamp Authorized & ISO 9001- 2000 certified company by BVQI. Anup is also approved by statutory authorities like IBR, CCOE & National Board.

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Company policy: The Anup Engineering Limited is one of the leading Engineering Companies manufacturing process equipments for Chemicals, Petrochemicals, Pharmaceuticals, Fertilizers, Drugs and allied industries. Attainment of the highest standard of quality and enhancement of customer satisfaction has been the corporate philosophy.

In line with corporate philosophy, they reaffirm their commitment for providing reliable quality product and services through:

Understanding and fulfilling customer's requirements

Use of prime quality raw materials

Defined process control at each stage of manufacturing

Meeting national and international standards defined by customers

Training and motivating employees

Professional approach

Implementation of international quality management system standards

They are determined to win patronage of their discerning customers, suppliers and employees with long lasting relationship.

Vision:

To fulfill customers requirements for all the products and strive to enhance customers satisfaction with a goal to expand, diversification and innovate in all spheres and gain competitive edge.

Goals:

Long term goal of Anup is to spread globally entering newer industrial segments and build Anup is a foremost brand. Great emphasis will be laid on developing more import substitute high end equipments to serve domestic market by manufacturing international quality equipments offered at good price and excellent service backup. This will automatically serve great impetus in reaching the global market.

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CODE OF CONDUCT:

1. HONESTY & INTEGRITY

All directors and Senior Management employees are expected to display professional skills and act in accordance with the highest standards of personal and professional integrity, honesty and ethical approach and conduct in all business dealing while working on behalf of the company.

All directors and Senior Management employees will act in good faith, responsibility, with due care, competence and diligence which are free from fraud or deception and in the best interests of the Company.

2. CONFLICT OF INTEREST

Directors on the board of the Company shall not engage in any business, relationship or activity, which may be in conflict of interest of the Company or the group.

Conflicts can arise in many situations. It is not possible to cover every possible conflict situation and at times, it will not be easy to distinguish between proper and improper activity. Set forth, are some of the common circumstances that may lead to a conflict of interest, actual or potential.

Directors and Senior Management employees should not engage in any activity employment that interferes with the performance or responsibility to the Company or is otherwise in conflict with or prejudicial to the Company.

Directors and their immediate families should not invest in a Company, customer, supplier, developer or competitor and generally refrain from investments that compromise their responsibility to the Company.

Directors and Senior Management employees should avoid conducting Company business with a relative or with a firm / Company in which a relative /related party is associated in any significant role. And if such related party transaction is unavoidable, it must be fully disclosed to the board or to the CEO of the Company.

Directors and Senior Management employees may not exploit for their own personal gain, opportunities that are discovered through the use of Company’s property, information or position, unless the opportunity is disclosed fully in writing to the company’s Board of Directors and the Board declines to pursue such opportunity.

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3. COMPLIANCE WITH GOVERNMENT LAWS, RULES AND REGULATIONS AND SENI GUIDELINES :

Directors and Senior Management employees must comply with all applicable Governmental Laws, rules and regulations and SEBI Guidelines. In order to assist the Company in promoting lawful and ethical behavior, directors and Senior Management employees must report any possible violation of law, rules, regulation or the code of conduct to the Company Secretary.

4. OTHER DIRECTORSHIPS

The Company feels that serving on the boards of directors of other companies may raise substantial concerns about potential conflict of interest. And therefore, all directors must report / disclose such relationships to the Board on an annual basis. It is felt that service on the board of a direct competitor is not in the interest of the Company.

5. CONFIDENTIALITY OF INFORMATION

Any information concerning the Company’s business, its customers, suppliers etc., which is not in the public domain and to which the director and Senior Management employees has access or possesses such information, must be considered confidential and held in confidence, unless authorized to do so and when disclosure is required as a matter of law. No director shall provide any information either formally or informally, to the press or any other publicity media, unless specially authorized.

6. PREVENTION OF INSIDER TRADING

No director or Senior Management employee of the Company shall derive any personal benefit or assist others to derive benefit by giving investment advice from the access to and possession of information about the Company, not in public domain and which could constitute insider information. All directors and Senior Management employees will comply with the prevention of insider trading guidelines as issued by SEBI.

7. GIFTS & DONATIONS

No director or Senior Management employee of the Company shall receive or offer, directly or indirectly, any gifts, donations, remuneration, hospitality, illegal payments and comparable benefits which are intended (or perceived to be intended) to obtain business (or uncompetitive) favors or decisions for the conduct of business. Nominal gifts of commemorative nature, for special events may be accepted and reported to the Board.

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8. PROTECTION OF ASSETS

Directors and Senior Management employees must protect the Company’s assets like properties, engineering designs, process technology, application knowledge, financial data, strategies, trade secret, corporate information etc. And the assets must be used to achieve the goals of the company and not use for personal benefit, unless approved by the Board.

9. PERIODIC REVIEW

The Board of Directors of the company will keep the code of conduct up to date. They will review this code at regular intervals to ensure that it reflects changes in the law regulatory environment and gives appropriate emphasis to current issues of concern

Quality policy

The ANUP Engineering Limited is one of the leading Engineering Companies manufacturing process equipments for Chemicals, Petrochemicals, Pharmaceuticals, Fertilizers, Drugs and allied industries. Attainment of the highest standard of quality and enhancement of customer satisfaction has been the corporate philosophy.

In line with corporate philosophy, we reaffirm our commitment for providing reliable quality product and services through:

Understanding and fulfilling customer's requirements

Use of prime quality raw materials

Defined process control at each stage of manufacturing

Meeting national and international standards defined by customers

Training and motivating employees

Professional approach

Implementation of international quality management system standards

We are determined to win patronage of our discerning customers, suppliers and employees with long lasting relationship.

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Raw Material Consumption

Whether it is economic slowdown or upswing time of an economy it would always be a good

idea for companies to have pragmatic approach towards usage of raw material.

Company has been continuously focused on quality and quality has been strength of the ANUP

over the years. Since company wants that to keep going, company has decrease the use of

imported material to 2.16% in year 2009-2010 from 4.00% in year 2008-2009.

Imported & Indigenous Raw Materials Consumption

Particulars

2009-2010

2008-2009

Rs.

%

Rs.

%

Imported

Indigenous

10,240,275

463,251,919

2.16%

97.84%

19,510,218

468,732,587

4.00%

96.00%

Total 473,492,194 100.00% 488,242,805 100.00%

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ORGANIZATION CHART

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BOARD OF DIRECTOR

CEO –Mr. Sanjay Lapalikar

HEADSALES & MKT.

HEADENGG.

HEADPRODN.

HEADQC/QA

HEADPLANG.

HEADPROCR.

MKT. .MGR

MGR. ENGG.

ENGR. PRODN.

MGR. WELDING

NDT LEVEL II

ENGR.QC/QA

MGR. PROC

ENGR. PROC

MGR PLANG [MTRL.]

MGR PLANG [PROD.]

ENGR. PLANG

ENGR. PLANG

ASST. MKT.MGR

ASST. MGR. DGN.

ENGR. DGN.

ENGR. WELDING

ENGR. MKT.

MANUFACTURING PROCESS

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Inquiry

Designing

Quotation Getting order

Marketing

Final assembly

Hydro testSand

blasting

Painting

Dispatch of product

Inspection

Different Shops

Cutting

Purchase

Products

1. Heat Exchanger :

Design and Manufacturing of Shell Tubes type heat exchangers, reboilers and condensers as per international codes and under third party inspection.

Maximum size :

Tube sheet Thk. : 300 mm

Tube OD/Length: 75 mm / 12 Meters.

Weight : 100 MT

Material of Construction:

clad steel

alloy steel

carbon steel

stainless steel

duplex & super duplex steel

hastelloy & non- ferrous materials.

2. Pressure Vessels & Columns :

Design and Manufacturing of Reactors, autoclaves & Columns for: Refineries, Fertilizers, Petrochemicals, Power, ISSRO & Chemical Industries as per international codes and under third party inspection.

Maximum size:

Diameter: 6000 mm

Height/Length: 35 Meters.

Thickness: 60 mm

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Weight: 100 MT


clad steel

alloy steel

carbon steel

stainless steel

Duplex & super duplex steel

hastelloy & non- ferrous materials.

3. Spherical Vessels :

Maximum size:

Diameter: 5000 mm

Thickness: 40 mm


Same as Pressure Vessels & Columns

4. Dish Ends:

We manufacture Dished Ends up to 5500 mm diameter and up to 22 mm thick in different shapes like Torispherical, Ellipsoidal, Hemispherical, Toriconical.

Maximum size :

Thickness: 75 mm

Diameters: 5.5 Mtrs

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Material of Construction :

All grades of Carbon steel

All grades of Stainless Steel

All grade of Alloy Steel

Aluminum

Clad material

5. Gas Cylinders:

As per ASME and under CCE approval:

Material: SA 516 Gr.70

ID: 2800 mm

Shell Thk: 25 mm

Cylinders for hazardous gases like:

Chlorine

Sulphur dioxide

Ethylene Oxide

Ethylene Chloride

Methyl Chloriade

Methyl Bromide

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6. Centrifuges:

Operating Principle: Mainly filtration, sometimes sedimentation

Mode of Operation: Batch / Automatic

Available sizes: 60"

Volumetric Capacities: 46 liters to 740 liters

Filtration Area: 0.58 m2 to 3.83 m2

Loading Capacities: 58 kgs. to 925 kgs.

Avg. solids particle size: 10 - 200 microns

Feed Concentration: Up to 50%

Wash efficiency: Excellent


Carbon Steel

Stainless Steel

Hastalloy

Rubber

7. Expansion Bellows :

Designed for:

Suitable up to 2000 PSIG (140 kg/ cm2g)

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INTRODUCTION OF SUPPLIER SATISFACTION SURVEY

It is a tragedy that, in the relations between…buyer and seller have been confrontational and adversarial…It is not uncommon for a supplier with a history of loyal service to be unceremoniously dumped when the buyer finds another supplier selling more cheaply. Nor is it uncommon for a supplier to gouge a customer during a seller’s market and boom time…In the long haul, this win-lose philosophy can turn both sides into losers.

The quality or the fitness for use, of these purchased goods and services can heavily influence an operation’s finished product quality. Furthermore, poor-quality suppliers can be a major contributor to an operation’s overall cost of poor quality. It has been estimated that for the average Indian manufacturer, the cost of poor quality ranges from 10 to 30 percent of sales, an astounding and too often accepted cost leak. By ignoring this “pot of gold,” manufacturers have unknowingly contributed to overall customer dissatisfaction and disloyalty, and adversely affected their own competitive positions.

Managing supplier relations has been the responsibility of an organization’s purchasing department (also known as Procurement, Sourcing, or Materials Management). This section will review necessary roles and responsibilities of the purchasing department, and then describe how the quality revolution has redefined Purchasing role from a passive information transfer agent between requisitioned and supplier to the facilitator of what we will define as the supply chain. .

We will then demonstrate how quality planning, quality control, and quality improvement can be applied to supplier relations to generate continuous improvement, customer satisfaction, value, and ultimately competitive advantage through the management of this supply chain.

The full value of supplier relations is achievable only if suppliers are viewed as partners with their customers in pursuit of mutual goals, rather than adversaries in a win-lose battle concerning price. The basis for building such supplier relations is cooperation, collaboration, and trust.

Whom do we satisfy? Why satisfy? Today, more and more companies are becoming dependent on their outsourcing suppliers. It is essential that the outsourcing suppliers have a good, sustainable relationship with the employer company and its stakeholders. A long-standing satisfactory relationship between the company and the suppliers requires that both parties are equivalently happy and satisfied with each other; satisfied employers dictate the degree of superior performance standard. Similar to any other human relationships, company-supplier satisfaction cannot be achieved if there is no mutual faith, trust, or openness in the relationship. To have a true partnership, companies have to satisfy the supplier’s needs, and at the same time, suppliers have to fulfill the contractual obligations beyond the minimum benchmark set up in the contract.

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In order to achieve the optimum satisfaction level, companies need to have a cooperative approach towards relationship building, rather than a transactional and reward-penalty based approach. When one party’s needs are satisfied and well taken care of, it is likely that the other party will be more sensitive and willing to put more effort into achieving business excellence; hence, a strategic partnership will be formed.

What is Satisfaction?

The Confirmation/Disconfirmation Paradigm has been widely regarded as a standard process by which individuals develop feelings of satisfaction/dissatisfaction. In the context of satisfaction with suppliers, confirmation is the case when actual supplier performance matches up to the standard expectation level; employee satisfaction is derived when actual supplier performance is better than the employee’s preconceived notions; and finally, dissatisfaction generally arises when an employee’s expectations far exceed the actual supplier performance.

Supplier Satisfaction

Supplier Satisfaction is as important as the employee and customer satisfaction. Suppliers of your products play a pivotal role in the prominence, popularity, and uniform growth enjoyed by your company in the highly competitive markets of the modern world. Suppliers sometimes behave as customers for improving the market size and image of your company. Marker Research Consultancy provides easy and expedient measures for deriving and improving supplier satisfaction.

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Dimensions of supplier satisfaction. Prior work in satisfaction has measured perceived service quality that traditionally follows five dimensions. These five dimensions should serve as a good basis to test company-supplier relationship satisfaction in the outsourcing field.

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1) Reliability:

By reliable I mean a supplier that delivers a level of performance identically equal to the amount desired this is an important dimension of satisfaction as you want to have a supplier who can deliver consistently the basic level of performance before you can expect anything else. Consistent positive performance leads to reliability that sets up basic expectations;

2) Responsiveness:

This is most probably one of the critical dimensions of satisfaction. A supplier must have a proper channel of communication for interacting with the company management on a regular basis and responding to requests. Reduced costs and rapid cycle times will not be realized without a rapid response time from the outsourcing partner. I have seen most of the complaints and dissatisfaction with the suppliers arises with regards to degree of supplier responsiveness.

3) Assurance:

The dictionary meaning of assurance is “promise or pledge; guarantee; surety”. To me ‘Assurance’ in outsourcing is a management process to provide an independent comfort to management that Outsourcing engagement processes are effective and efficient enough to provide the desired results envisaged at the beginning of the outsourcing engagement. This has impacts on various aspects of outsourcing and is one of the most important dimensions of all. It is also one of the most difficult to define. Understanding what assurance means to an organization in terms of outsourcing relationships is quite challenging. This can span basic performance quality to strategy, planning, compliance, performance, innovation, access to skill sets everything.

4) Empathy:

Empathy has been described as a concept involving a cognitive as well as an affective domain. The cognitive domain of empathy involves the ability to understand another person’s inner experiences and feelings and a capability to view the outside world from the other person’s perspective. I would like to measure empathy based on the cognitive domain by asking suppliers and company employees to predict each other’s thoughts, feelings, responsive behaviors regarding various relevant activities like project mgmt etc. and specific given crisis management scenarios.

5) Tangibles:

Previous research has suggested that customer perceptions of service providers may be influenced by the tangible components like the service outlet (e.g., presence of up to-date hardware and software, the appearance of the physical facilities) and the service staff (e.g., appearance of the staff).In this regard.

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Customer Relationship with Supplier

For a positive growth of business all customers have to depend, directly or indirectly, on good and reliable suppliers. Apart from their expectations from the supplier the customers also need to be loyal to them so as to strengthen their relationship. Therefore customers should work on building a strong and long-lasting supplier relationship as they do with their own customers. And it is not a complicated process.

The positive customer-supplier relationship begins with the initiative of the supplier to demonstrate his sensitivity to the customer’s needs. A customer always vouches for the conditions of his business deal with the supplier and likes to be honest with them to have a smooth flow of business. But many non-serious suppliers sabotage the deal in the beginning only by making the customer struggle to even getting a relationship started. The lapses and diversions on the part of the suppliers can affect their relationship in many ways as given below:

Satisfaction: The customer expects overall attention and convenience in all departments to ensure smooth fulfillment of his needs. This includes quality, timeliness, and ease of access and commitment of conditions. He wants to believe that the supplier cares for him.

Competitiveness: Customers assess the supplier through competition based on the pricing and quality of their products, its reliability, and its technological background and industry trends. These factors affect the deal.

Innovation: It is difficult for the supplier to divert the customer from their quality assessment. Customer knows and lives the products more than the supplier does, as he is working on them and is in a position to suggest innovation and development for the products.

Finance: Suppliers have to be ready for providing financial advantages as loan, extended terms on purchases and postponement of debt when demanded by their loyal customers particularly at their growth stage or when they are into a financial crisis.

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Supplier relation with Customer

On the other hand suppliers also have a right to get their needs met as they are ultimately motivated by profit. They want to be known as the best in their deals so they count on customer loyalty and satisfaction at all levels which translate into direct benefit of both of them. Therefore it is only win-win relationships between them in all stages of the customer-supplier chain to produce total satisfaction. It should be remembered that a customer assumes his name only in relation to his supplier. As such in order to be a valued customer to suppliers, here are a few things he should do:

1. Payments always on time.

The customer should always negotiate for favorable payment terms before the deal is initiated. But once the order is placed, the commitment should be honored. Any problems arising in this regard should be properly dealt with to maintain the goodwill and benefits to earn.

2. Provide adequate flexibility.

The customer should try to give suppliers as much flexibility as possible for them unless there is a compelling, competitive reason not to do it. Unreasonable demands should be avoided. This tendency also connects to quality production.

3. Personalize the relationship.

The customer should always be in contact with the supplier and visit him frequently, not necessarily only when it is needed. He may also be invited to attend and give suggestions in some of their strategy meetings. Methods of improving business may also be discussed. Sharing of knowledge, opportunities, service benefits, software compatibility etc. would be beneficial for both.

4. Share information.

The customer should be communicative by keeping the suppliers aware of what is going on in their organization. He may share some of the key strategic information with them. Frequent and open communications are important in understanding each other’s expectations. All relationships begin with self.

5. Be a demanding but a valued customer.

Being a demanding customer can just be fair. The customer should state his demands clearly and tell his supplier to hold his agreements. At the same time as a valued customer he must always cooperate with him to keep up his commitments without embarrassment. Sharing knowledge, service benefits, media exposure opportunities, software compatibility, efficiencies etc. would

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add to enhance relationship. These essential factors are important for the customers to create and maintain a healthy relationship with the suppliers

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RESEARCH

METHODOLOGY

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Problem definition:

To measure the satisfaction level of the various suppliers of Anup eng. Ltd. supplier is the key part in today’s competitive business environment. Check the satisfaction level of existing suppliers of Anup eng. And also find out loop holes in the functioning of the company to improve supplier’s satisfaction level

Need & importance of Research

Anup eng. is ISO 9000:2000 Company, so it is necessary to take supplier’ feedback every year.

Anup eng. Publish their vender rating survey year so it is important to know their satisfaction.

Supplier is center of any manufacturing business so it is important to take care of their needs and satisfaction.

By study on the supplier satisfaction level company can judge their performance.

It helps in to overcome from their pin holes.

Company can know their strength and weakness in various areas.

OBJECTIVES OF STUDY

The main objective of the study is to find out the level of satisfaction among the supplier or venders.

To know the present status of the suppliers in terms of their supplied material & services.

To collect and evaluate ideas/views and expectations of the suppliers for the improvement in suppliers performance.

To make company's internal awareness about the dissatisfaction part of their suppliers.

To find out the most prominent area of dissatisfaction To enhance the communication & co-operation between the company and their suppliers.

RESEARCH DESIGN:

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Research design is the first and foremost step in methodology adopted and undertaking research study. It is overall plan for the collection and analysis of data in the research project. Thus it is an organized, systematic approach to be the formulation, implementation and control of research project. In fact a well planned and well balanced research design guards against collection of irrelevant data and achieves the result in the best possible way.

Period of study:

The study spans over a period of 8 June 2010 to 22 July 2010 Probability Sampling Method:-

The probability of chance of every unit in the population being included in the sample is known.

Selection of the specific units in the sample depends entirely on chance.

SAMPLE DESIGN:-

The universe of study being large, researcher has to resort to sampling method of data collection. On the basis of a section of the universe selected in a prescribed manner one is able to deduce for the universe. For the sample results to be applicable on the universe, sample should be adequately chosen so to make it representative and reliable.

Population: Suppliers in the operation. ANUP has total 55 main registered suppliers.

Sample: Sample covers the respondents of total supplier. For the purpose of study I had take sample of 25 suppliers out of 55 suppliers.

DATA COLLECTION METHOD:

Data are the bricks with which the researcher has to make a house. While the quality of research findings depends on data, the adequacy of appropriate data in turn depends upon proper method of data collection. A number of methods are at the disposal of the researcher of which one has to select the most appropriate one for visualizing the research objective. Thus he has to see that the method adopted is compatible with the resources and research study.

a) Primary Data: Data which are collected fresh and for the first time and thus happens to be original in character. Primary data are gathered for specific purpose.

b) Secondary Data: Data that collected from primary data i.e., they are already exiting some where. For the purpose of our study we collected both the data.

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For the purpose of this study we collected:

Secondary data through induction manual, magazines, corporate journals and web site & Primary data through different research method.

Data Collection Methods

There are many ways to get information. The most common research methods are:

Personal interviews, Telephone surveys,

Email surveys.

Personal interview:

Personal interviews are a way to get in-depth and comprehensive information. They involve one person interviewing another person for personal or detailed information. Personal interviews are very expensive because of the one-to-one nature of the interview. Typically, an interviewer will ask questions from a written questionnaire and record the answers verbatim. Sometimes, the questionnaire is simply a list of topics that the research wants to discuss with an industry expert.

I have used Personal Interview to get data from supplier. I have contact the local supplier face to face to get accurate and detailed data. There are 11 Local supplier of ANUP Engineering Ltd. To whom I have contact personally.

Telephone survey:

Telephone surveys are the fastest method of gathering information from a relatively large sample (100-400 respondents). The interviewer follows a prepared script that is essentially the same as a written questionnaire. However, unlike a mail survey, the telephone survey allows the opportunity for some opinion probing. Telephone surveys generally last less than ten minutes. Typical costs are between four and six thousand dollars and they can be completed in two to four weeks.

I have contact 6 supplier on telephone to whom it is difficult to contact personally. Out of 6 suppliers, 2 suppliers are local and other 4 supplier are from outside city.

32

Mail survey:

Mail surveys are a cost effective method of gathering information. They are ideal for large sample sizes, or when the sample comes from a wide geographic area. They cost a little less than telephone interviews, however, they take over twice as long to complete (eight to twelve weeks). Because there is no interviewer, there is no possibility of interviewer bias. The main disadvantage is the inability to probe respondents for more detailed information.

I have made a mail to 12 suppliers out of which I have got 8 replies of suppliers. These suppliers are located far away from company and to whom it is difficult to reach on phone.

33

DATA ANALYSIS AND DATA INTERPRETATION:

Data collected, if not subjected to analysis is meaningless. For the purpose, data after collection has to be presented in the form of tables, diagrams and graphs. It is only after presentation that data can be analyzed, interpreted and inferences can be drawn. The likert scale has been used for getting the responses through questionnaire.

We used 5 point scale, which are assigned to degree of satisfaction level of the respondent.

1 2 3 4 5

Completely

Disagree

Disagree Neutral Agree Completely

Agree

The responses were collected and analyzed on the above mentioned 5 point scale. We used weighted score for the purpose of presenting our findings in the Pie Chart.

Weighted Score: This score was observed for every individual point scale for total suppliers. The score was obtained as:

No. of response

These score were used to make Pie chart for the presentation of the performance of total supplier’s rate on particular scale. The purpose of making Pie Chart is to locate the position of suppliers on particular scale.

Methods of evaluation

1. The opinion and judgment of head of the department.2. Use of questionnaire.3. Comparing supplier’s response.4. Analysis of efficiency & effectiveness of time.5. Measuring level of Payment, feed-back, Innovation and vendor rating.

34

Questionnaire:

A well defined questionnaire that is used effectively can gather information on both overall performance of the test system as well as information on specific components of the system.

A defeated questionnaire is carefully prepared and specially numbered. The questions were arranged in proper order, in accordance with the relevance

35

Customer –Company ContactAnup – Contact Date

We use likert scale to measure Supplier satisfaction

5 = Completely Agree 4 = Agree 3 = Neutral2 = Disagree 1 = Completely Disagree

Sr. No

Questions 5 4 3 2 1 Total

1 We believe that we fulfilling your Expectation. 6 15 3 1 - 252 We quite responsive while Dealing with you. 8 13 4 - - 253 We quite professional while Dealing with you. 7 14 4 - - 254 You are comfortable with all the terms &

conditions mentioned while dealing with you.9 10 4 1 1 25

5 We are following standard order Enquiry system. 12 9 1 2 1 25

6 Our staff is responsiveness in answering questions and returning email / phone calls.

7 9 4 3 2 25

7 Our co-ordination after receiving the order of product is satisfactory.

11 9 5 - - 25

8 We have standardized payment system. 7 11 4 3 - 25

9 Our order-processing system is also standardized. 8 14 3 - - 25

10 We are having healthy relationship. 8 10 3 3 1 25

11 At each and every point time, our tender documents are qualitative & clear in nature.

16 6 2 1 - 25

12 The nature of quality feedback is well structured. 11 7 4 3 - 25

13 We are constant about vender rating which is declared by us.

7 10 4 3 1 25

14 Our staff gives you correct solutions of any of your doubt any time.

8 11 6 - - 25

15 Overall view about as. 10 8 6 1 - 25

Total 135 156 57 21 6 375

36

For grading the responses scale was used and five responses where given the Numerical Grades in the following ways

Sr. No Questions 5 4 3 2 1 Total obtained score

(125 each)1 We believe that we fulfilling your Expectation. 30 60 9 2 - 101

2 We quite responsive while Dealing with you. 40 52 12 - - 104

3 We quite professional while Dealing with you. 35 56 12 - - 103

4 You are comfortable with all the terms & conditions mentioned while dealing with you.

45 40 12 2 1 100

5 We are following standard order Enquiry system. 60 36 3 4 1 104

6 Our staff is responsiveness in answering questions and returning email / phone calls.

35 36 12 6 2 91

7 Our co-ordination after receiving the order of product is satisfactory.

55 36 15 - - 106

8 We have standardized payment system. 35 44 12 6 - 979 Our order-processing system is also standardized. 40 56 9 - - 105

10 We are having healthy relationship. 40 40 9 6 1 9611 At each and every point time, our tender

documents are qualitative & clear in nature.80 24 6 2 - 112

12 The nature of quality feedback is well structured. 55 28 12 6 - 10113 We are constant about vender rating which is

declared by us.35 40 12 6 1 94


40 44 18 - - 102

15 Overall view about as. 50 32 18 2 - 102

Total 675 624 171 42 6 1518We use likert scale to measure Supplier satisfaction

5 = Completely Agree 4 = Agree 3 = Neutral

2 = Disagree 1 = Completely Disagree

Here, maximum score (125×15) = 1875

37

Obtained score = 1518

Level of supplier satisfaction = (1518/1875) × 100

= 80.96%

So study carried out around 81% suppler are satisfied with the company at all the major factor s, such as payment system, enquiry of order, communication, feed back at all, remaining 19 % are not satisfied with only vender rating system of the company they believe they not rate in proper manner.

38

Q.1 we believe that we fulfilling your Expectation.

ResponseCompletely

Agree Agree Neutral DisagreeCompletely

Disagree

No of Responds 6 15 3 1 0

Interpretation:

Filing their expectation is necessary for our relationship with them. Here 84% of suppliers are satisfied with their expectation and 12% are not reply or neutral 4% of suppliers are not satisfied up to that level.

39

Q-2 We quite responsive while Dealing with you.

RatingCompletely


Disagree


Interpretation:

It is very important for continue dealing with them and the result is Here 85% suppliers are satisfied for our dealing system and 16% are reply neutral and no one dissatisfied with our dealing system.

40

Q-3. we arequite professional while dealing with you.

RatingCompletely


DisagreeNo of Responds 7 14 4 0 0

Interpretation:

Here 84% suppliers are agree that Anup has professional approach while dealing and 16% suppliers are not answer up to this level.

41

Q-4 You are comfortable with all the terms & conditions mentioned while dealing with you.

RatingCompletely



Interpretation:

Terms and conditions are important for the both side. Here 76% suppliers are comfortable for our terms and condition and, 8% are disagree with the statements

42

And 26% are not wants to answer this statement.

Q-5. We are following standard order Enquiry system.

RatingCompletely



Interpretation:

Here 84% suppliers are agree with statement, 8% are disagree with the statement,4% of the suppliers completely disagree ,4% are not reply for the statement which is mention that Anup has following standard enquiry system.

43

Q-6 Our staff is responsiveness in answering questions and returning email / phone calls.

RatingCompletely



Interpretation:

Repply of this statement 64% of agree and completely agree, 16% are neutral, 12% of repply they are disagree with the statement and 8%of the supplier are completely disagree

44

with the statement that our staff is responsive in answering quistions and returning email / phone call.

Q-7 Our co-ordination after receiving the order of product is satisfactory.

RatingCompletely Agree Agree Neutral

Disagree

Completely Disagree


Interpretation:

45

Coordination is a way for build a strong relation with supplier. Here 80% suppliers are believed our co-ordination with them is good and 20% are reply neutral, and no one can disagree with the statement.

Q-8 We have standardized payment system.

Interpretation:

46

RatingCompletely



The most imprtant factor which is influence all the business relationshis that is payment system Anup claim that it has standardized payment system, for this statement 72% of the suppliers are agree and completely agree, 16% of the suppler are neutral, and interesting just 12% are disagree with the statement.

Q-9 Our order-processing system is also standardized.

RatingCompletely



Interpretation:

47

Here 88% agree, 12% are nither agree nor disagree, and not single one can disagree with the statement that says our our order prosesing systen is standardized

Q-10 We are having healthy relationship.

RatingCompletely



Interpretation:

48

This is a very important thing for running a business and the result is Here 72% suppliers are agree that we have healthy relationship with them and 12% are not reply and just 12% of them disagree with the statement.

Q-11. At each and every point of time, our tender documents are qualitative & clear in nature.

RatingCompletely



Interpretation:

49

Here huge 92% suppliers are agree with our tender documents are qualitative & clear in nature. And 8% suppliers are not agreeing with the statement.

Q-12 The nature of quality feedback is well structured.

RatingCompletely



Interpretation:

50

Feedback is a may be positive and negative and both are important for both side. Here 72% suppliers are give positive response with our feedback and 28% are not giving positive response for quality feedback which us given by us.

Q-13 We are constant about vender rating which is declared by us.

RatingCompletely



Interpretation:

51

ANUP Company is give vendor rating every year and it shows how much company like the raw materials from suppliers. Here 68% suppliers are like our vender rating and 16% are not answer,12 %of them disagree and 4% are completely disagree with the statement that said we are constant about our vender rating.

Q-14 Our staff gives you correct solutions of any of your doubt any time.

RatingCompletely



52

Interpretation:

Sometime suppliers have lots of doubt while dealing with us like quality of product then payment system, company gives some suggestion for that product; clear them doubt ant give favorable solution by the staff of our company. Here 76% suppliers are agreeing with the statement and 24% are neutral.

Q-15. The Anup eng. g is overall well structured, well disciplined, well managed by management, company in the particular segment.

RatingCompletely

agree Agree Neutral DisagreeCompletely


53

Interpretation:

In the particular manufacturing and fabrication every company always need good relationship with the supplier same time it can only happened when the buyer have good market respect, good past performance well management team which work hard for the benefits of company so last statement what about overall outsider people rate us, so 72% agree and completely agree, 24 % are neutral, 4% of them disagree with the statement.

RESPONSIBLE FACTOR FOR THE SUPPLIER SATISFACTION USED IN SURVEY

54

Hypothesis base, there are various factor as listed which play major role in supplier satisfaction.

On the base of this I like to developed questionnaire.

All the questions are classified.

Each factor have two hypotheses, one is null and another alternative.

Each is solve with help of chi square , it help in shown relation between various factor

1) Payment system and Relationship with suppliers

55

Responsible Factors Classification of Questions

Payment system and Healthy Relationship with suppliers

8,10

Enquiry of Order, order processing system and co-ordination after ordered the product or raw material

5,7,9

Clarity and quality of tender document, and communication with suppliers.

12,13

Vender rating and quality feedback 6,11

Null Hypothesis (H0): There is significant relation between payment system and the healthy relationship with suppliers satisfaction.

Alternative Hypothesis (H1): There is no significant relation between payment system and the healthy relationship with suppliers satisfaction.

Question no Completely agree Agree Neutral Disagree

Completely Disagree

Total no of respondents

8 7 11 4 3 0 2510 8 10 3 3 1 25

15 21 7 6 1 50

fo = Observed frequency

fe = Expected frequency

fe = (RT×CT)/n

RT = Row Total

CT = Column Total

n = Total no of respondents

e7 =(15×25)/50 =7.5e11=(21×25)/50 =10.5 e4=(7×25)/50=3.5e3=(6×25)/50=3e0=(1×25)/50=.5

And so on…………

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f0 Fe ∑(f0 - fe) 2 ∑(f0 - fe)2 / fe

7 7.5 0.25 0.033

11 10.5 0.25 0.0238

4 3.5 0.25 0.071

3 3 0 0

0 0.5 0.25 0.5

8 7.5 0.25 0.033

10 10.5 0.25 0.0238

3 3.5 0.25 0.071

3 3 0 0

1 0.5 0.25 0.5

Total = 50 1.2556

Now,Degree of freedom (r – 1) × (c - 1)

Degree of freedom = 1 × 4

= 4

Assumes, α = 0.10

Therefore, X2 = 7.7794(critical value)

X2 = 1.2556 (calculated value)

Calculated value of X2 = 1.2556 < critical value X2 = 7.7794

So accept the null hypothesis.

Inference: since the correlation is significant at 0.10 levels, the null hypothesis is accepted. So we can say that There is significant relation between payment system and the healthy relationship with suppliers satisfaction..2) Enquiry of Order, order processing system and co-ordination after ordered the

product or raw material

57

Null Hypothesis (H0): There is significant relation between Enquiry of Order, order processing system and co-ordination after ordered the product or raw material With the suppler satisfaction.

Alternative Hypothesis (H1): There is no significant relation between Enquiry of Order, order processing system and co-ordination after ordered the product or raw material With the suppler satisfaction.


Completely Disagree


5 12 9 1 2 1 257 11 9 5 0 0 259 8 14 3 0 0 25

Total 31 32 9 2 1 75



fe = (RT×CT)/n

RT = Row Total

CT = Column Total


e12 = (31×25)/75 =10.33e9 = (31×25)/75 =10.66 e1 = (9×25)/75 =3e2 = (2×25)/75 =0.66e1 = (1×25)/75 =0.33


58

f0 Fe ∑(f0 - fe) 2 ∑(f0 - fe)2 / fe

12 10.33 2.1779 0.2699

9 10.66 2.7556 0.2584

1 3 4 1.333

2 0.66 1.7956 2.7206

1 0.33 0.4489 1.3603

11 10.33 0.449 0.04345

9 10.66 2.7556 0.2584

5 3 4 1.333

0 0.66 0 0

0 0.33 0 0

8 10.33 5.4289 0.5255

14 10.66 11.1556 1.0464

3 3 0 0

0 0.66 0 0

0 0.33 0 0

Total= 75 9.1464

Now,

Degree of freedom (r – 1) × (c - 1)


= 8

Assumes, α = 0.10



Calculated value of X2 = 9.1464 < critical value X2 = 13.3616

So accept the null hypothesis

Inference: since the correlation is significant at 0.10 levels, the null hypothesis is accepted. So we can say that There is significant relation between Enquiry of Order, order processing system and co-ordination after ordered the product or raw material With the suppler satisfaction.

3) Clarity and quality of tender document, and communication with suppliers

59

Null Hypothesis (H0): There is significant relation between Clarity and quality of tender document, and communication, With the suppler satisfaction.

Alternative Hypothesis (H1): There is no significant relation between Clarity and quality of tender document, and communication, With the suppler satisfaction.


Completely Disagree


12 11 7 4 3 0 2513 7 10 4 3 1 25

18 17 8 6 1 50



fe = (RT×CT)/n

RT = Row Total

CT = Column Total


e11= (18×25)/50 =9e7 = (17×25)/50 =8.5 e4 = (8×25)/50 =4e4 = (6×25)/ =3e0 = (1×25)/50 =0.5


f0 Fe ∑(f0 - fe) 2 ∑(f0 - fe)2 / fe

11 9 4 0.444

60

7 8.5 2.25 0.26474 4 0 03 3 0 00 0.5 0.25 0.57 9 4 0.44410 8.5 2.25 0.26474 4 0 03 3 0 01 0.5 0.25 0.5Total= 50 2.4178

Now, Degree of freedom (r – 1) × (c - 1)


= 4

Assumes, α = 0.10



Calculated value of X2 = 2.4178< critical value X2 = 7.7794

So accept the null hypothesis

Inference: Since the correlation is significant at 0.10 levels, the null hypothesis is accepted. So we can say that there is significant relation between Clarity and quality of tender document, and communication with supplier’s satisfaction.

4) Vender rating and quality feedback

61

Null Hypothesis (H0): There is significant relation between Vender rating and quality feedback with the supplier satisfaction

Alternative Hypothesis (H1): There is no significant relation between Vender rating and quality feedbacks. With the suppler satisfaction.


Completely Disagree


6 7 9 4 3 2 2511 16 6 2 1 0 25

23 15 6 4 2 50



fe = (RT×CT)/n

RT = Row Total

CT = Column Total


e7= (23×25)/50 =11.5e9 = (15×25)/50 =7.5 e4 = (6×25)/50 =3e3 = (4×25)/50 =2e2 = (2×25)/50 =1


f0 Fe ∑(f0 - fe) 2 ∑(f0 - fe)2 / fe

7 11.5 20.25 1.7608

9 7.5 2.25 0.3

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4 3 1 0.333

3 2 1 0.5

2 1 1 1

16 11.5 20.25 1.7608

6 7.5 2.25 0.3

2 3 1 0.333

1 2 1 0.5

0 1 1 1

Total= 50 7.7871

Now, Degree of freedom (r – 1) × (c - 1)


= 4

Assumes, α = 0.10



Calculated value of X2 = 7.7871 > critical value X2 = 7.7794

So reject the null hypothesis

Inference: since the correlation is significant at 0.10 levels, the null hypothesis is rejected. So we can say that there is no significant relation between Vender rating and quality feedbacks. With supplier satisfaction.

Limitation of the Study:

63

As no person is perfect in this world , in the same way no study can be considered as fully reliable at one glance . there are a number of uncontrollable factors acting as limitations in conducting the study . some of such limitations encountered by me in our study are -

Time period is major constraint.

Non availability of secondary data compelled me to start from the very minute

Information.

Some people at top level were afraid and showed complete reluctance to give responses . to some questions.

Instruments & Validity of the Project

The perception of Respondents was difficult to measure.

The project is focused on the only selected suppliers of 2010.

Quality of the information highly depends on knowledge of the respondents.

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Conclusion:From the survey carried out it can be concluded that in general most of the suppliers are more satisfied with the Payment system and Relationship with suppliers. It is no doubt Anup is maintain good relationship all its suppliers. Also in general except some of the cases all the suppliers are well looked after for the Enquiry of Order, order processing system and co-ordination after ordered the product or raw material, The supplier’s satisfaction level also is fair. But only vender rating system factor is not satisfaction.

Study carried out company has most of the supplier are satisfied, it shows purchasing raw material is smooth and very transparent. So company always purchase material comparative price. Such supplier is value asset for ever and some time they help company in critical situation also. By this study result carried out supplier is as important as customers and business run well

Finding of the study:

From the survey carried out it can be find that:

Overall satisfaction is 80.96%

It can be say that most of the suppliers satisfied with the Payment system and Relationship with suppliers.

There is some amount of lacking satisfaction in the Vender rating and quality feedback.

Study suggests that company should make transparent vender rating system.

Study refers that most of the suppliers satisfied with overall dealing and enquiry system of the company,

Study refers that company have fulfilling their expectation of each and every point of time.

65

Bibliography

Books

“Marketing Management” by Kotler, Keller, Koshy and Jha- A South Asian

Perspective(Latest Edition), Pearson Education.

“Marketing Management: Indian context ” by Ramaswami & Namakumari- Macmillan

(India) .

“Business Research Methods” by Donald R Copper and Pamela S. Schindler- Tata

McGraw Hill Publishing Company Ltd, New Delhi.

“Research Methodology-Methods & Techniques” by C R Kothari- New Age Publications

(Academic). India.

Marketing Research : Methodological foundations, Ninth edition,“Gilbert A.churchil, Jr.dawn lacobussi.” Cenager learning.

“KEN BLACK” Business Statastics ForContemporary Decision Making, Fourth Edition, Publisher Wiley India Edition.

“Research methodology” by C R Kothari, second edition, New Age International

publisher ,

WEBSITES:

www.screibe.com

www.wikipidia.com

www. anup engg.com

Online articles

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http://www.anupengg.com/

http://www.wikipidia.com/

http://www.screibe.com/

Annexure

Sr. No

Questions 5 4 3 2 1 Total

1 We believe that we fulfilling your Expectation.2 We quite responsive while Dealing with you.3 We quite professional while Dealing with you.4 You are comfortable with all the terms &

conditions mentioned while dealing with you.5 We are following standard order Enquiry

system.6 Our staff is responsiveness in answering

questions and returning email / phone calls.7 Our co-ordination after receiving the order of

product is satisfactory. 8 We have standardized payment system.

9 Our order-processing system is also standardized.

10 We are having healthy relationship.

11 At each and every point time, our tender documents are qualitative & clear in nature.

12 The nature of quality feedback is well structured.

13 We are constant about vender rating which is declared by us.


15 Overall view about as.

Total

67

68

Documents

Nalin Report on Supplier Satisfaction