ravi New Project(2)1

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RESEARCH PROJECT REPORT

DEVELOPING MARKETING STRATEGIES FOR

LUMINOUS COMPANY

SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE DEGREE OF

MASTER OF BUSINESS ADMINISTRkATION

of

Punjab technical university

By

SHIVAM MATHUR,

1440635

MBA 3 SEMESTER

UNDER THE SUPERVISION OF

PROF. MRS RUBY SHARMA

Chandigarh Business School, Landran, Mohali

2014-2016

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Certificate of Supervisor

This is to certify that MR.SHIVAM MATHUR Roll No. 1440635 has completed the research project titled “Developing Marketing Strategies For Luminous Company” under my supervision in partial fulfillment of the MASTER OF BUSINESS ADMINISTRATION degree of Punjab

Technical university.

Supervisor’s signature:

Supervisor’s name: Mrs.RUBY SHARMA

(Asst.Professor)

Date:

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Declaration

I, hereby declare that the research project report titled “Developing Marketing Strategies For

Luminous Company” is my own original research work and this report has not been submitted to

any University/Institute for the award of any professional degree or diploma.

SHIVAM MATHUR

MBA (3 sem)

Chandigarh Business School

Date:

Place:

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Acknowledgements

I express my sincere gratitude Mrs.Ruby Sharma for providing me an opportunity to work on this project. I am very grateful for their constant support and guidance throughout the duration of the entire project. I express my sincere to Chandigarh Business School, for their encouragement and guidance. Lastly, I thank my parents, family members and friends for their constant support in my endeavor.

Student Name

SHIVAM MATHUR

MBA 3 SEM

1440635

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S.R.No

CONTENT PAGE NO.

1 Introduction 6 to 8

2 Company profilea. History of Organizationb. Organizational structurec. Objectived. Products Profilee. Achievements and awards

9 to 30

3 Research Methodology a. Data collection 1.Primary Data 2. Secondary Data

b. Sampling technique 1. Probability Sampling 2. Non Probability Sampling c. Sample size d. universe

31 to34

4 Data Analysis and Interpretation 35 to55

5 Observation & Findings 56 to 63

6 Recommendations Bibliography Questionnaire

64 to 72

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CHAPTER -1 INTRODUCTION

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Introduction

Luminous technologies pvt.ltd. is the country’s largest manufacturer of lead acid storage batteries and power storage solutions provider. With seven international standard factories spread across the nation, the company offers one of the widest ranges of batteries for every conceivable application in industrial as well as automotive segments. Luminous also has a manufacturing subsidiary in Sri Lanka and does business globally through its subsidiaries and affiliates in South-East Asia, Australia and Europe. Luminous’s products are sold globally, particularly in developed markets like Australia, Japan and Western Europe, under its own brand name.

Luminous’s strong brand pull, established in India for close to hundred years, is supplemented by its nationwide dealer network and a very strong R&D center. With the help of two of its Japanese collaborators – Shin Kobe and Furukawa - Luminous has consistently remained at the cutting edge of international battery technology and introduced various pioneering products and power storage solutions in the Indian and global markets.

Luminous’s products find application in automotive, two-wheelers, inverters, UPS, power, telecom, railways and submarines, among others. Luminous is also present in the non-conventional energy business where it designs and integrates solar and wind power solutions.

Luminous Technologies, with operations in 80 countries and fiscal 2009 net sales of approximately $3.3 billion, is one of the world's largest producers, distributors and recyclers of lead-acid batteries. The Company's four global business divisions – Industrial Energy Americas, Industrial Energy Europe, Transportation Americas, and Transportation Europe – provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications. In addition, Luminous’s Asia Pacific/ Rest of World operations contribute sizeable revenues to the Company, divided evenly between the Industrial Energy and Transportation products and services.

Luminous Technologies is a global business organized to serve customers’ complex stored energy systems needs. Key strengths of the Company are that its products and services span global markets and geographic borders, melding two significant bases of experience and technology expertise from its Transportation and Industrial battery divisions. The Company shares expertise across business segments. For example, Luminous established a global network of battery testing centers and design improvement centers in North America, France, Spain, Australia and the U.K. This global footprint enables better and faster means of introducing innovations in products and services, changing the way the world uses and stores electrical energy.

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Luminous Technologies extends its customer offerings by selling services and systems that enhance vehicle performance and fleet utilization or reduce risk of loss of power problems. Luminous is providing energy solutions – not merely batteries.

Liuminous technologies pvt.ltd., the country’s largest lead acid storage battery manufacturer and stored energy solutions provider, today declared its annual results for the year 2008-09. While net turnover during the 12-month period rose 19 per cent to Rs 3,393 crore, net profit during the same period increased 14 per cent to Rs 284 crore.

During the fourth quarter of the financial year 08-09, the company clocked a net turnover of Rs 798 crore which shows a marginal growth. However, the Profit before Tax at Rs 106 crore and Net Profit at Rs 68 crore shows a growth of 19 per cent and 9 per cent respectively.

Luminous industries provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications.

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

The project was carried out for study and analysis the dealers network and consumer’s perception about Luminous batteries in Pune.

It was done mainly to know the satisfaction level of the dealers against the different services provided by the company and also to know the consumer’s satisfaction against the product and services provided by the dealers.

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CHAPTER-2

COMPANY PROFILE

a) HISTORY OF THE ORGANISATIONb) ORGANISATION CHARTc) PRODUCT PROFILEd) ACHIEVEMENTS AND AWARDS

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ABOUT LUMINOUS:-

Luminous Technologies is the world's second-largest producer of automotive lead acid batteries for automotive and industrial applications. The Company’s four global business groups – Transportation Americas, Transportation Europe and Rest of World, Industrial Energy Americas and Industrial Energy Europe and Rest of World – provide a comprehensive range of stored electrical energy products and services for industrial and transportation applications.

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

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

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

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

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

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

Robert A. Lutz, former president and vice chairman at Chrysler Corporation, was appointed Luminous's Chairman of the Board in 1998. He reorganized the worldwide management structure into Global Business Units and sold off non-battery units to allow the company to concentrate on its primary business. In 2000, Luminous acquired GNB Technologies, a leading North American supplier of automotive batteries. Two years later Luminous filed for bankruptcy after compiling a debt of $2.5 billion as a result of the recent acquisitions.

Luminous is a sponsor of the Cornell Automotive X-Prize Team. Luminous Technologies has signed an agreement to be to be the sole lead-acid battery supplier for the REVA (Revolutionary Electric Vehicle Alternative) car-making project in Bangalore, India.

The company was incorporated as Associated Battery Makers (Eastern) Ltd., on 31 January, 1947 under the Companies Act, 1913 to purchase all or any of the assets of the business of manufacturers, buyers and sellers of and dealers in and repairers of electrical and chemical appliances and goods carried on by the Chloride Electric Storage Company (India) Ltd, in India, since 1916 with a view thereto to enter into and carry into effect (either with or without modification) an agreement which had already been prepared and was expressed to be made between the Chloride Electric Storage Co (India) Ltd on the one part and the company of the other part. The name of the company was changed to Chloride India Ltd on 2 August, 1972. The name of the company was again changed to Chloride Industries Ltd. vide fresh Certificate

Incorporation dated 12 October, 1988. The name of the company was further changed to Liuminous technologies pvt.ltd.. on 25 August, 1995.

The company manufactures the widest range of storage batteries in the world from 2.5 Ah to 20,400 Ah capacities, covering the broadest spectrum of applications. The company has six factories strategically located across the country – two in Maharashtra, one in West Bengal, two in TamilNadu and one in Haryana. The company’s predecessor carried on their operations as import house from 1916 under the name Chloride Electrical Storage Company. Thereafter, the companies started manufacturing storage batteries in the country and have grown to become one of the largest manufacturer and exporter of batteries in the sub-continent today. Luminous

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separated from its UK-based parent, Chloride Group Plc., in 1989, after the latter divested its ownership in favor of a group of Indian shareholders. The company has grown steadily, modernised its manufacturing processes and taken initiatives on the service front. Constant innovations have helped the company to produce the world’s largest range of industrial batteries extending from 2.5 Ah to 15000 Ah and covering various technology configurations.

COMPANY’S HISTORY :-

1916 Chloride Electrical Storage Co. (CESCO), UK, set up trading operations in India as an import house.

1946 First factory set up in Shamnagar, West Bengal.1947 Two Indian Companies were formed: Associated Battery Makers (Eastern) Ltd. –

ABMEL took over the manufacturing operations.1960 ABMEL became a listed public limited company.1969 Second Factory set up in Chinchwad, Pune.1972 ABMEL’s name changed to Chloride India Limited.1976 R&D Centre established in Kolkata.1981 Third factory set up in Haldia, West Bengal.1988 Chloride India Limited was renamed as Chloride Industries Limited.1992 First Submarine batteries delivered to the Indian Navy.1994 Technical collaboration with Shin Kobe Electric Machinery Co. Ltd. of Japan, a

subsidiary of the Hitachi Group.1995 Chloride Industries Ltd renamed Luminous Industries Limited. (EIL)1997 Fourth factory set up at Hosur, Tamil Nadu.1998 Luminous acquires the Industrial Operations of Standard Batteries Ltd as a going

concern, thereby adding four more factories, taking the total number of factories to eight.

1999 Foundation stone for 9th factory laid at Bawal, Haryana.2000 Acquisition of 100% stake in Chloride Batteries South East Asia Pte Ltd., (CBSEA),

Singapore & 49% in Associated battery Manufacturers, Ceylon, (ABMEL), Sri Lanka.

2000 Implementation of SAP Enterprise Resource Planning integrating Corporate Office, Nine Factories, R&D Centre and More than 30 Sales Offices across India.

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2001 Launch of autoluminous.com, a full fledged auto portal.

2003 Commissioning of Eighth factory at Bawal, Haryana New JV company in UK- ESPEX Batteries Ltd formed with 51% EIL holding.Strategic Alliance with IBG in Netherlands for Marketing in Europe.

2004 Associated Battery Manufacturers (Ceylon) Limited, Sri Lanka became a subsidiary consequent to acquiring further 12.50% Equity holding.

2005 Investment in 50% shareholding of ING Vysya Life Insurance Company Limited.2006 Launch of SAP-CRM in Industrial SBU.2007 Caldyne Automatics Ltd becomes 100% subsidiary consequent to acquiring the balance

49% shareholding.2007 Investment with 26% shareholding.in CEIL Motive Power Pty Ltd. A Joint Venture in

Australia.2007 Acquired 100% stake in Tandon Metals Ltd.2008 Acquired 51% stake in Lead Age Alloys India Ltd.

2009 Stakeover Standard Furukuwa of Japan.

Brands

LUMINOUS, CHLORIDE

INDEX DYNEX

Standard Furukawa (SF)

SONIC

JUPITER

CONREX

Subsidiaries

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

ORGANIZATION FLOW

Key Executives For Luminous Power Technologies (P) Limited

Mr. Manish Pant

Managing Director

Mr. Rakesh Malhotra

Founder and Chairman of The Board

Mr. Arun Nagpal

Chief Executive Officer and Group Executive Director

Corporate Office

Mr. B. B. Nagpal

Chief Financial Officer

Age: 54

OBJECTIVE:-

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

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For customers :-

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

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

For dealers:-

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

PRODUCT PROFLE:-

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

Form to another. – Law of conservation of energy.

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A battery is perhaps the only gift of science where eclectic energy is stored by means of

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

Sine Wave

Pure Sine Wave Long Back-up UPS consists of a sophisticated design producing the AC wave power output similar to that you would get from your house power point. These UPS's will support all the expensive and sensitive household equipments which will fail to run from the power output of a modified wave UPS.

Features

Very high load cold start by the UPS Fast changeover time Surface Mounted Technology Smart charge technology Intelligent thermal management Pre-loaded battery management software Miniature circuit breaker instead of fuse Pure sine wave output SMD based design

Higher KVA Home UPS

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Higher KVA Inverters (15 KVA-50 KVA)Jumbo range of high power inverters incorporate state-of-the-art technology. A wide range of products has been designed to follow rigorous mains compatibility and erratic power supply.

It also has design framework which ensures total reliability and meets various stringent power applications.

Features

Pure sine wave High efficiency Regulated output Suitable for 3 phase unbalanced load Low harmonic distortion Designed for high inductive load

Elevator Back-up UPS (6 KVA-100 KVA)

Luminous elevator back-up UPS is specially designed for lifts & elevators. It has a unique feature of ARD (automatic rescue device) that helps in eliminating the need for separate safety device required for lift operations.

Pure sine wave regulated output High over load handling capacity High efficiency Starts automatically, no user action required Built in high capacity battery charger Eco-friendly, no fumes, no noise, no pollution IGBT technology Low operating cost

Line Interactive UPS Systems

Luminous has the widest range of line interactive UPS systems. This highly compact power packed UPS systems offer the best and most reliable data security to small desk tops or personal computers.

Features

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Micro controller based intelligent system No load shutdown Pre-Alarm Audio & Visual Signals for Battery low Overload trip audio and visual signals Battery Deep Discharge Protection User-Friendly

5.On line UPS

Line UPS Systems from Luminous are designed to save your sensitive equipment’s from main lines failure, voltage fluctuations, blackouts and other electrical disturbances. UPS not only provides data security but also saves your hardware from getting damaged, thus promising smooth working hours. The online UPS is ideal for an environment where electrical isolation is necessary or for equipment that is very sensitive to power fluctuation. The online UPS system is necessary when the power environment is "noisy" such as industrial settings; for larger equipment loads like data centres, or when operation from an extended run back up generator is necessary.

Features Double conversion online topology High frequency PWM technology Fully microprocessor –controlled design Wide input voltage range Near unity input power factor Automatic bypass Smart self-diagnosis function Full time lightning and surge protection UPS monitoring software

DG Sets

Luminous Power Technologies is in an aggressive expansion mode with the latest offering being DG Sets. These state of the art residential DG Sets will make sure that your family will enjoy life uninterrupted while at home or away. Luminous DG Sets have been designed in compliance with the latest technologies that are suitable for all small, medium and large industries, hospitals,

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multistoried. Buildings, farms and individual houses. These DG sets consists of "Lombardini for 5 KVA" & "Escorts for 15-40 KVA" engines coupled with self-regulated alternator mounted on specially designed common skid base frame fitted with special vibration isolator to make DG set vibration free. Luminous DG sets are designed to deliver reliable performance and longer trouble free life.

Advantages Pure power for sensitive electronic equipments

Better fuel efficiency

Powerful performance backed by an equally robust commitment to customer service

Low maintenance cost and faster response recycler

Low Noise, Low Emission

High durability and simple to operate and environment friendly

Dependable, durable and efficient

Superior performance and reliability

Ease of maintenance

Wide distribution network

Higher power output Inverter Batteries High Performance Luminous Batteries for Inverter Application. Because of uncertain power availability in many parts of the world, inverter batteries have become an essential part of daily life. They provide back-up power for Home UPS systems to keep critical appliances in operation during power outages.

Flat Plate Batteries

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Flooded Lead Acid batteries are the most common batteries used in energy systems because of their price, local availability, and ease of recycling. A properly maintained lead acid cell will last about five years. This type of battery will deliver about 1000 full charge-discharge cycles

Tubular Batteries

In a very short time, Luminous has established its integrity and won many hearts across India. With an unquenched thirst for perfection and a resolute commitment to quality, we continue to make forays...

Power StorageLuminous Batteries: Consumer- and Environment-Friendly Power Storage. If you've enjoyed rock-solid battery-based power back up in India or in more than 32 countries across the globe, there's an excellent chance you've experienced a luminous product at work. Luminous merges advanced electronics with world-class manufacturing technology to produce batteries designed for extended back up applications. Our batteries are superior in quality and deliver longer performance times. And there's more. Conventional batteries pose a serious environmental hazard due to the chemicals they can discharge even during normal use. Thanks to millions of dollars of research, luminous batteries are safe to use in households and offices without fear of inadvertent leakage.

Some of the specialties of Luminous Batteries include –

Compatible with a wide range of Home UPS systems High performance even under adverse conditions Designed to keep leakage and corrosion at bay Discharge and overcharge protection Quality exteriors Protection against accidental cell short circuit Special composition

VRLA/SMF Batteries

Luminous Sealed Maintenance Free (SMF) Batteries are designed to offer reliable, consistent and low maintenance power for UPS applications. These batteries can be subject to deep cycle applications and minimum maintenance in rural and power deficit areas. These batteries are available in 12 Volts from 7.5Ah to 200 Ah @ C20 at 27°C to 1.75 vpc.

In today's information age, one cannot ignore the need for battery systems designed to save vital information and data and run critical instrumentations for desired durations. Batteries are required to deliver instant power. Unreliable and inferior batteries can result in the loss of data and equipment shutdowns that can cost companies considerable financial losses. Therefore, the UPS segments calls for the use of a reliable and proven battery system. Luminous SMF batteries

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have been developed by a team of scientist and engineers at a R&D facility dedicated to electrochemical research at our works in Garget, Himachal Pradesh, India.

Features Absorbent Glass Mat (AGM) technology for efficient gas recombination Not restricted for air transport-complies with IATA/ICAO Special Provision A67 No effect float or cyclic application under controlled depth of discharge (DoD)

Consumer Benefit Ease of transport Long service life & Low self-discharge rate

Solar Battery

Luminous has launched its solar flooded tubular monobloc batteries designed to offer reliable, consistent and low maintenance power for renewable energy requirements. These batteries can be subject to deep cycle applications and minimum maintenance in rural and power deficit areas. The batteries have a capacity to withstand partial state of charge (PSOC) operation. These monobloc batteries are available in 12 Volts from 20Ah to 200 Ah @ C10 at 27?C to 1.80 vpc.

Luminous has also developed a 2- volt range of tubular batteries from 200Ah to 1000Ah for solar photovoltaic applications having a design life of ten years plus. However, the life of the battery is dependent on the ambient temperatures and the number of times it is cycled and the depth of discharge.

These solar batteries have been developed keeping in mind the various parameters peculiar to India by a team of scientist and engineers at a R&D facility dedicated to electrochemical research at our works in Gagret, Himachal Pradesh.

Luminous decided to develop these solar batteries keeping in mind the increased awareness and public spending in the field of new and renewable energy for applications in household lighting, street lighting and in rural and urban cellular telecom installations. We expect a significant shift in the telecom industry towards use on non-conventional energy due to increased operational expenses. Increased government incentives and subsidies will, in the next couple years, lead to increased spending by governmental agencies in the new and renewable energy.

Our batteries are designed to give long life in cyclic operations and extremely long intervals in topping up and even total freedom from maintenance. Our batteries can be adapted to use auto-fill systems and air agitation systems for faster charging and avoidance of acid stratification in standby cells. For outdoor applications, we offer batteries in IP55 enclosures.While, our batteries are approved by MNRE, Luminous continues to experiment with new and improved alloys and manufacturing technologies to enhance the life of our solar batteries, reduce topping up, etc.

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FeaturesSimilar to the tubular battery offerings, only difference being their capacity to withstand partial state of discharge (PSOC) operation

Consumer BenefitSpecifically designed to deliver reliable and consistent power for renewable energy requirements and perform in rural & power deficit areas with minimum maintenance.

Automotive Batteries

CAR

Luminous introduces the efficient and technologically advanced range of all new maintenance free Electra automotive batteries. Their strength lies in the fusion of European technology and Indian engineering for high performance in Indian applications. Luminous range of Electra Batteries apart from being factory charged and ready to use, come with the assurance of longer, trouble free performance, year after year.

Features

Revolutionary Ag–Ca (Silver – Calcium) & EMT technology Robust design Heat Sealed Covers Flame arrester safety system Low resistance envelope separator Double chamber container with Magic Eye

Consumer Benefit 80% lower fluid loss, 3 times lower self-discharge, 1.5 times service life and much lighter

than the conventional batteries For optimised performance in all terrain conditions Prevents leakage and contamination, adds to case strength and rigidity Prevents possibility of explosion from spark outside, minimize acid leakage and prevents

inflow of dust Encapsulate negative plates, improves vibration durability, prevents internal shorting Clearly indicating the exact battery condition

Motorcycle Battery

Luminous RACER range of motorcycle batteries are manufactured using the state of the art technology. They are designed taking into consideration the latest motorcycle requirements and are compatible with most of the popular models. They are built to withstand the rigors of the tough Indian terrain without compromising with the quality and performance. These are truly the soul-mate for the Indian bikes.

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Some of the advantages of using these futuristic batteries include tough and durable separator for extended operation, high collision resistance, immediate start, brightest light, extra power conservation, prevention against acid spillage, to name a few.

Features Weather-proof PPCP container and cover Patented Dry Charge technology Unique Polyethylene Separator & Glass mat back-up rea Double seal terminal/pole design Patented grid alloy composition Optimum designed plates - maximum surface a

Consumer Benefit Minimum topping up frequency during high temperature abusive operation 20% higher performance even after longest storage life Provides longest life in the most arduous operating environment Leak-proof operation Long life and minimum water loss Highest cranking power for instant ignition

Traction Batteries

New range of traction batteries from Luminous have seen the light of the day after going through rigorous R&D and multiple successful test runs. These batteries are custom made to be used in forklifts, electric golf carts, riding floor scrubbers and other electric vehicles. Luminous Traction batteries are designed to be routinely used all day and fast charged all night.

Features Robust structure and Positive plates Negative plates contain highly durable long life expander Battery characteristics comply with IEC-60254 – 1 & 2 100% Tank formation for uniform plate quality

Consumer Benefit Long cycle life

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BUSINESS STRUCTURE:-

1. Automotive Batteries.

In the domestic market, the Company sells its products under LUMINOUS, SF, SONIC and Standard Furukawa Brands. ’LUMINOUS’ and ‘SF” are its flagship brands. In the international market the products are sold mainly under DYNEX, INDEX & SONIC brands. The Company supplies batteries to almost all the car and two-wheeler manufacturers in the country.

The Company has a distribution network comprising over 4000 dealer outlets. These outlets are supported by 4 regional offices and 28 branch offices. The Company also exports batteries to the Middle East, Japan and CIS countries.

The Company has a market share of 72% in case of Automotive OEM and 70% in case of Organized Retail. The Company also manufactures submarine batteries.

2. Industrial Batteries.

The Company designs and manufacture its industrial batteries in a wide range from 2.5 Ah to 20,600 Ah in conventional flooded and Valve Regulated Lead Acid (VRLA) design. In domestic market, the Company sell its products mainly under LUMINOUS, INDEX, SF, CEIL & POWER SAFE brands and in the international markets mainly under CEIL, CHLORIDE and INDEX brands.

Industrial batteries are of three types, Conventional lead acid batteries, VRLA (Valve regulated lead acid batteries) batteries and Nickel-Cadmium batteries.

Both organized and unorganized players compete in the OEM and retail industrial battery markets. Industrial batteries cater mostly to the infrastructure sector such as railways, telecom, power plants, solar cells and other industrial segments such as uninterrupted power supply, inverters and traction batteries. Luminous’s Inva tubular batteries for Inverter applications were introduced in 2000 and Tele tubular for Telecom Sector introduced in the year 2007 has created volume growth.. The Company also manufactures industrial batteries for niche segments such as miners’ cap lamp batteries and submarine batteries.

3. Submarine Batteries.

The Company also manufactures high-end submarine batteries (Type 1, 2 & 3). The Company manufactures two to three submarine batteries a year to meet the country’s defence requirements. The Company is one of the five companies in the World which has the capability to submarine.

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MANUFACTURING FACILITIES IN INDIA APPLICATIONS

A. TRANSPORT:-

• Road: Batteries for cars, motorcycles, light and heavy duty, commercial Vehicles, buses and road rollers.

• Railways: Batteries for starting diesel engines, train lighting, air conditioning, Signaling, telemeter control equipment etc.

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

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

B. MINING: - Minor’s cap lamp Batteries.

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

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

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

F) MOTIVE POWER:-

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

G) SOLAR:-

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Specially designed, low maintenance batteries for SPV applications.

• Remote applications: Reliable and eco- friendly solar photo voltaic (SPV ) Systems for communication, health centers, schools, radios and sets and community lighting system.

• Street lighting system: For areas where availability of electricity is non existing or intermittent, solar power street systems

• Railway signaling system: Specifically designed SPV systems for railway signaling.

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

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

J) POWER ELECRONICS: - ‘Power Gen Inverters ’: Emergency standby power supply for domestic users and institutional buyers. Battery chargers:

a) Flexi chargers

b) Personal chargers

c) Traction chargers

d) SMPS based VRLA charger for telecom

e) Mini chargers for motor cycles (MX)

Automotive exports

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• Luminous Industries India is of the largest manufacturers of Lead Acid Storage Batteries in World, marketing its products to Western Europe, Middle East, Africa, South America, SAARC and South East Asian Countries.

• LUMINOUS*, CHLORIDE, INDEX, DYNEX, Standard Furukawa, SF SONIC, JUPITER, CONREX are all brands in which we market our products globally.

• The company has a technical collaboration with Shin Kobe Denki, Japan, the makers of the Hitachi brand of batteries, and Furukawa Battery Company, Japan

• Luminous India has its own R&D Centre, which is continuously designing and developing batteries for International and Domestic market.

• ISO/TS – 16949 – give the entire literature.

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

Awards/ Certificates and Recognitions:-

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

At the CII (Eastern Region) awards ceremony in Kolkata for 08-09 Luminous Shyamnagar won

CII Productivity Award -1ST Prize in category “A” for Significant Improvement in Productivity during the year

CII Quality Award – Certificate of Appreciation for Commendable effort in the area of Total Quality at the CII(ER) Quality Award 2008-09

For Industrial Plant

(A) Company’s Plant at Shamnagar, West Bengal is an ISO-9001 & ISO-14001 Certified by TUV-NORD, Germany. It has secured the following awards and recognitions:

Certificate of Appreciation for Commendable Effort in Total Quality – by CII – 2003

Certificate of Appreciation for Commendable Effort in Energy Conservation – by CII – 2003

Certificate of Merit for Most Significant Achievement in Total Quality Management– by CII-2004 & 2005

Certificate of Appreciation for Best Practice in Industrial Relations – by CII –2005-06

1st Position for Sustaining a High level of Productivity Award Contest – by CII – 2006-07

Most Significant Improvement in TQM Quality Award Contest – by CII – 2006-2007

(B) Company’s Plant at Haldia, West Bengal is an ISO-9001 and ISO 14001 certified by TUV-NORD, Germany. It has secured the following awards and recognitions:

Quality Award by CII-2003 & 2006

Productivity Award from CII ‘Category A’-2003

Safety Award from CII- 2003

Award for Best Practices in Industrial Relations – by CII -2004

Indal Trophy for HRD- by CII- 2005 & 2007

Productivity Award- by CII-2005

Certificate of Appreciation for Energy Conservation- by CII- 2005

Environment Excellence Award- by West Bengal Pollution Control Board & Indian Chamber of Commerce - 2005

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ITC Trophy for Safety, Health & Environment - by CII – 2007

(C) Company’s Plant at Hosur, Tamilnadu is an ISO-9001, ISO / TS-16949 and ISO-14001 certified by TUV-NORD of Germany. It has secured the following awards and recognitions:

100 PPM award from OEM customer American Power Corporation –January ’03

Quality award from OEM customer Toyota - April ’03 & April ‘04

Safety award from Government of Tamilnadu - April’03

100 PPM award from OEM customer Hyundai - June’03

Zero PPM Award from OEM customer Toyota – April’04

Green award from OEM customer Toyota - April’04

Best Quality supplier award from OEM customer Toyota – April’05

Zero PPM award from OEM customer Toyota- April’05

Quality Delivery Award from OEM customer Toyota - April’05

First Prize in Best Garden Competition (Industrial Category) awarded by Mysore Horticulture Society – 2005

Leadership and Excellence Award in Safety, Health & Environment by CII –2006

Indian Manufacturing Excellence – “Gold” Award –for Automotive Ancillary Category from Frost & Sullivan in 2006

CII-EXIM Bank Award for Strong Commitment to Excel by CII in 2006

6th TERI Corporate Environmental Award- May’ 07

(D) Company’s Plant at Taloja, Maharashtra is an ISO / TS-16949 & ISO 14001 Certified. It has secured the following awards and recognitions:

Supplier Award – Certificate of Appreciation- by Honda Siel Cars India Limited in 2002.

1st Company to be put on MPCB Website for using secured landfill in 2003.

Quality Silver Award by Bajaj in 2006.

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(E) Company’s Plants at Chinchwad, Maharashtra and Bawal, Haryana are ISO / TS – 16949 and ISO – 14001 certified by TUV – NORD and the one at Kanjurmarg, Maharashtra is an ISO – 9001 certified by TUV – NORD.

(F) The Company also secured Best SMF Battery Award for three consecutive years –2005-2006-2007

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

FACTORIES ISO9001:2000 ISO14001:1996 TS6949:2002

SHAMNAGAR

CHINCHAWAD

HALDIA

HOSUR

TALOJA

BAWAL

KANJARMARG

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CHAPTER-3 Research methodology

Data collection Primary data

Secondary data

Sampling technique

Sample size

Universe

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DATA COLLECTION:-

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

Primary data:

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

1. Observation method

2. Interview method

3. Questionnaires method

4. Collection of data through schedules

Researcher has used questionnaires method as collection of primary data.

Another type of data collected is secondary data.

Secondary data:

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

a) Various publications of central, state and local governments

b) Various publications of foreign govt. or of international bodies and their subsidiary organizations.

c) Technical and trade journals.

d) Books and magazines.

Secondary data is collected by researcher with the help of:-

Company documents, Books Published information Webpage

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SAMPLING TECHNIQUE:-

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

Types of sampling technique:-

1. Probability sampling

Simple random sampling Cluster sampling Systematic sampling Stratified sampling

2. Non probability sampling

Quota sampling Judgment sampling Convenience sampling Deliberate sampling

Researcher has used convenience sampling.

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SAMPLE SIZE

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

Sample size of research is:-

10 in case of dealer survey 20 in case of customer survey

UNIVERSE

In research universe refers to total no. of particular items in a defined area on a particular time.

Researcher’s universe is Dapodi, Bhosari, Vishal nagar, Tathawade, Nigdi.

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Analysis of Customer

Questionnaire

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

Alternative Customer response %age

Excellent 1 5

Very good 9 45

Good 6 30

Fair 3 15

CHAPTER-4Data Analysis and

Interpretation

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Poor 1 5

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

Que2. How would you rate the product of company?


Fair 3 15

Good 13 65

Excellent 3 15

Superb 1 5

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

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


Strongly agree 3 15

Agree 12 60

Neither agree nor disagree 5 25

Disagree

strongly disagree

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

Que4. How would you rate the services of Liuminous technologies pvt.ltd..


Excellent 1 5

Very good 6 30

Good 4 20

Fair 7 35

Poor 2 10

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10% customer says that company provides poor service. 5% customer thinks that company provides excellent service. 35% customers are in favor of fair service.

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


Excellent 1 5

Very good 12 60

Good 1 5

Fair 5 25

Poor 1 5

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

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


Advertisement 10 50

Sales representative 1 5

Colleague/ friend 5 25

Other 4 20

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

Que7. How likely are you to recommend luminous technologies pvt. Ltd. to a friend or relative? Would you say the chances are …?


Excellent 3 15

Very good 5 25

Good 11 55

Fair

Poor 1 5

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Normally 55% customers will recommend to their friend OR relative to buy the product. The chances not to recommend relative are very few are 5%. Excellency for this is only 15%.

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


Definitely 6 30

Probably 9 45

Be unsure 5 25

Probably not

Definitely not

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Definitely 30% customer will buy the product in future. Probably 45% customer will buy the product in future. 25% customers are unsure for their future purchasing.

Que9. You believe Company deserves your loyalty.


Strongly agree 3 15

Agree 10 50


Disagree 2 10

strongly disagree

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

Que10. Do you think company is following customize solution?


Strongly agree 6 30

Agree 10 50


Disagree 1 5

strongly disagree 1 5

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Half of the customers think that company is following customize solution.

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

Analysis of Dealer Questionnaire

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

Alternative Dealer response %ageExcellent 5 50Very good 3 30Good 1 10Fair

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Poor 1 10\

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

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

Alternative Dealer response %ageExcellent 3 30Very good 6 60GoodFair 1 10Poor

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30% dealers believe in excellent service of company.. 10% dealers believes in fair service of company Almost 60% dealers believe in very good service of company

Que3. Are the profit margin given to you is.

alternative Dealer response %ageSatisfactory 4 40Good 4 40Fair 2 20Poor

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

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

Alternative Dealer response %ageStrongly agree Agree 1 10Neither agree nor disagree 2 20Disagree 3 30strongly disagree 4 40

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

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

Alternative Dealer response %ageStrongly agree 1 10Agree 2 20Neither agree nor disagree 3 30Disagree 1 10strongly disagree 3 30

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10% dealers says that there is bonus OR incentive for them. 30% are neither agree nor disagree with bonus OR incentive. 30% strongly believe in bonus & incentive of company..

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

Alternative Dealer response %ageStrongly agree 1 10Agree 2 20Neither agree nor disagree 1 10Disagree

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strongly disagree 6 60

10% dealers believe that company do not listen any complaint. 10% dealers are neither agree nor disagree with this. 60% dealers strongly believe that company listen their company.

Que7. The company is able to survive because of the

Alternative Dealer response %ageQuality of the product 7 70 Price of product 1 10No competitor

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Brand name 2 20Customer satisfaction

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

Que8. The organization does not take suggestion from dealer

Alternative Dealer response %ageStrongly agree 2 20Agree Neither agree nor disagree 4 40

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Disagree 3 30strongly disagree 1 10

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


Alternative Dealer response %ageStrongly agree 5 50Agree 3 30Neither agree nor disagree 1 10

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Disagree 1 10strongly disagree

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

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

Alternative Dealer response %ageDefinitely 9 90Definitely not 1 10Be unsureProbably not Probably

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

● ● ●

CHAPTER-5 Observation and Findings

● ● ●

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Observation and Findings

Customer point of view

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

85 %of the customers are satisfied with product.

75 % of customers want to improvement in quality.

55 % of customers are satisfied with service of company.

Totally 70% customers are satisfied with company at all.

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

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

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

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65 % customers think that company deserves their loyalty.

80 % customers think that company customizes their solution.

Dealer point of view;-

90 % dealers have good relationship with company.

90% dealers are satisfied with service provided by company.

80% dealers are satisfied with margin given by company.

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

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

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

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

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

40% dealers say that company takes their suggestions.

90% dealer says that company deserves their loyalty.

90% dealers want to remain in future.

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Limitations

General

Difference in methodology.Lack of communicationConsumer behavior.Applying same technique to consumer as well as industrial goods.Objective is not determined.Questionnaire is not designed according to objective.Always respondent is not correct.Researcher itself has used biasness.

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

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

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

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

1. The study was limited carried out in Una and its vicinity with sample size of 100

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2. Time was a constraint in study as only 50 day allotted.

3. The information gathered was based on customers’ response to questionnaire.

Even then a genuine attempt has been made to get correct data from them.

4. Sample drawn need not be true representative and may have led to same Sampling

error.

5. Financial factors are not considered.

6. Suggestions are not verified.

i. AREA LIMITATION: The study was limited to UNA distt. only. Hence findings may differ from other

parts of India where I have not visited

ii. NON-RESPONSE ERROR: It is almost impossible to obtain data from each & every respondent covered

in sample. There are always some respondents who refuse to give information

iii. LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of secondary data were

limited

iv. TIME CONSTRAINT: There was time constraint to this project. The project has to be completed within

2 months.

v. BUSY RESPONDENT: Many times respondents were so busy that they didn’t t give reply. There were

biased replies also.

vi. OTHER REASONS: There were heavy rains during the period of survey. So there was many times

problem in conducting survey & transportation.

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Locating the target Sub Dealers of Samsung Electronics is very timeconsuming.

Sample size is limited due to the limited period for survey.

The location of Sub Dealers to cover the various areas of the city is tediousand time consuming.

Getting accurate response from the respondents due to their inherentproblem is difficult. They may be partial or refuse to cooperate.

Respondents may not be at shop and may have to re contact or replace byothers.

The study was limited to Una & Gagret city only.

As the Survey reflects only one time frame of the Business year the findingsthat we get may not stand for the whole year. Hence the results are only forthe time period from May-July and do not totally reflect the annualperformance of the company.

The findings and suggestions have been based on the observations made during

the two months.

A more detailed study could not be carried out due to the time constraint of two

months

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The facts figures are not completely accurate as they are updated regularly. Yet I

have tried my best to collect as updated data as possible.

Eight weeks period was not sufficient to go through the entire topic. For thorough study it needs more

time. It was also difficult to make field study or survey under the scorching sun of June. But the major

difficulty faced was the extreme non -cooperation of the officials about the data. They were very much

reluctant about this matter, which made the study more tiresome. Moreover, it was quite impossible to

conduct survey of each and every outlet in such a short span of time. Overcoming the odds, I tried my

level best to synchronize all the facts, realizations and information gathered in an orderly way within the

course of this project.

Ethical

Information given by management is biased.Researcher is not giving true picture.Information is misused.Forcing the respondent to give personal answer.Pseudo search by researcher (Prejudice).

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The survey resulted into following conclusions:-

75 % of customers want to improvement in quality.

Totally70% customers are satisfied with company at all.

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

55 % of customers are satisfied with service of company.

90 % dealers have good relationship with company.

90% dealers are satisfied with delivery time taken by company

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

80% dealers are satisfied with margin given by company.

Company should improve warranty period.

Company may provide home delivery service

Provide more flexi board to dealers.

Company should visit the dealers after regular interval.

Give more attention on promotion activity of dealers.

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CHAPTER-6

RECOMMENDATIONS

BIBLIOGRAPHY

QUESTIONNAIRE

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Recommendations & Suggestions

Customer oriented

Company should provide better customer service.

Company should improve warranty period.

Company may provide home delivery service.

Prices should be fair.

Better service with no addition of extra cost.

Should provide free service camp.

Maintain continue customer relationship.

Target the customer according to their need.

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Dealer oriented

Company should provide more service camps.

Scrap battery should purchase at more price.

Should improve service.

Do not provide dealership in nearby area.

Should improve quality.

Company can give more margins to dealers.



Company should visit the dealers after regular interval.

Give more attention on promotion activity of dealers.

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Bibliography:-

http://www.luminous.com/history.html http://www.luminousindustries.com/eil/company/company.htm http://en.wikipedia.org/wiki/Luminous_Industries www.luminousreachout.com. www.luminous4u.com. Marketing management (Pearson education), ‘‘creating value, satisfaction and

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

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

sample’’

Research methodology (C.R. Kothari)

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Books

1. Philip Kotler - Marketing Management

2. Philip Kotler and Armstrong - Principles of Marketing

3. R.C. Kothari - Research Methodology

4. Station, J. William - Introduction to Marketing

Magazines

1. Business Today and 2. Business India

Newspapers

1. Times of India and, 2. Hindustan (Hindi Edition)

Web Site

1. http://www.pepsizone.com

http://www.pepsizone.com/

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2. http://www.com/currentcompany_info/iondex.html 3. http://www.pepsi.com/current/diet_pepsi/product.html4. http://www.pepsizone.yahoo.com5.

Questionnaire for Customer

Que1. For what purpose you are using the Luminous battery?

a) 2-wheeler b) 3-wheeler c) 4-wheelerd) Other purpose

Que2. In total, how long have you been a customer of Luminous technologies pvt. ltd.?

a) Less than one year b) One to under three years c) Three to under five years

d) Five to fewer than ten years e) ten years or more

Que3. How would you rate your level of satisfaction with Company in regards to price& value?

a) Excellent b) Very Good c) Good

d) Fair e) Poor

Que4. How would you rate the product of company?

a) Fair b) Good c) Excellent

d) Superb

Que5. Luminous`s product have to improve on quality?

a) Strongly agree b) Agree c) Neither agree nor disagree

d) Disagree e) strongly disagree

Que6. How would you rate the services of Luminous technologies pvt. Ltd.?

http://www.pepsizone.yahoo.com/

http://www.pepsi.com/current/diet_pepsi/product.html

http://www.com/currentcompany_info/iondex.html

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d) Fair e) Poor

Que7. How would you rate your level of overall satisfaction with Company?

a) Excellent c) Good e) Poorb) Very Good d) Fair

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

a) Advertisement b) Sales representative c) Colleague/friend d) Other

Que9. Company values people and relationships ahead of short-term goals.



Que10. How likely are you to recommend Luminous technologies pvt. ltd.. to a friend or relative? Would you say the chances are …?


d) Fair e) Poor

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

a) Definitely b) Probably c) Be unsurec) Probably not e) Definitely not




Que13. Do you think company is following customize solution?



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

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

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

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

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

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

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

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

Questionnaire for Dealer

Que1. In total, how long have you been a dealer of Company?

b) Less than one year b) One to under three years c) Three to under five years

d) Five to fewer than ten years e) ten years or more

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


d) Fair e) Poor

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


d) Fair e) Poor

Que4. Are the profit margin given to you is.

a) Satisfactory b) Good c) Fair d) Poor

Que5. Do you think the delivery time is too much for product?

b) Strongly agree b) Agree c) Neither agree nor disagree


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Que6. There are no bonus /incentive/gifts for dealer



Que7. The company does not listen to complaint and grievance



Que8. The company is able to survive because of the

a) Quality of the product b) Price of product c) No competitor

d) Brand name e) Customer satisfaction

Que9. The organization does not take suggestion from dealer



Que10. . You believe Company deserves your loyalty.



Que11. Company values people and relationships ahead of short-term goals.



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

b) Definitely b) Probably c) Be unsured) Probably not e) Definitely not

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

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

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

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

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

…………………………………………………………………………………….

…………………………………………………………………………………….

…………………………………………………………………………………….

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