A PROJECT REPORT ON

A Study on Customer Satisfaction for Bharathi Cement with Special

Reference of Rajesh Constro Trading Co. Pvt. Ltd.

Submitted To: University of PUNE Submitted By: RONAK TANEJA Under The guidance of Prof. ATUL FEGADE In the partial fulfillment of BBA (2009-12) Through

INDIRA COLLEGE OF COMMERCE & SCIENCE

WAKAD PUNE

ACKNOWLEDGEMENT

Interdependence is a higher value than independence Knowledge in itself is a continuous process. Nevertheless, a day getting a practical knowledge is an important thing & most important thing is the support, guidance, motivation and inspiration provided by the different persons of different sections. At this moment of our substantial enhancement, I find no words to express my gratitude towards those who helped me directly or indirectly in making this report successful. I am indebted & thankful for the assistance received from various individuals. So I think all those people who contributed to this project from the very beginning till its successful completion. This project report could not have been completed without guidance of our Prof. Atul Fegade. I extended to my sincere gratitude to Our HOD Prof. Prashant Kalshetti. He suggest this study,and it has been great opportunity to learn about a subject of which had no previous knowledge for this, I am very grateful to him. I am highly indebted to Rajesh Constro Trading Co. Pvt. Ltd. for their guidance and constant supervision as well as for providing necessary information regarding the project & also for their support in completing the project.i would also like to personally thanks Miss. Megha Aggarwal and Mr. Rajesh Aggarwal, Managing Director without their support project was not being possible. I would also like to thank my parents and my friends who have helped me with this project Last but not least I would like to thanks my faculties & colleagues who guided me for project completion.

Thanking You, RONAK TANEJA

EXECUTIVE SUMMARY TITLE:

The Project A CUSTOMER SATISFACTION ON BHARATHI CEMENT with special reference to RAJESH CONSTRO TRADING CO. PVT. LTD." in the partial fulfillment for BBA 3rd Year. The main task was to analyze the customer satisfaction on BHARATHI CEMENT. This is a huge international company. Marketing strategies can discuss in many sectors. In this topic, I tried to show strategies only in case of new launches. The Project Surveyed and Captured BHARATHI CEMENT from the Customers Perspective. The most important requirement for the Project was collection of Data, which was done through the help of a Questionnaire (Primary Data) and through Brochures, Magazines and the Internet (Secondary Data). India is the second largest producer of quality of cement in the world. The cement industry in India comprises 139 large cement plants and over 365 mini cement plants. Bharahi cement is also a producer of quality of cement. Rajesh Constro Pvt. Ltd. promotes and sells the product of Bharathi cement. Bharathi cement corporation Pvt. Ltd. is a joint venture with the Vicat Company of France. The global leader in cement business produces cement of superior quality. Founded by the promoters of Sakhi telgu daily and Sakhi TV Bharathi cement corporation Ltd. produces superior quality cement this help you to set new standards in construction. At Rajesh Constro Pvt. Ltd. "Quality is combined with the latest technology to offer our customer a competitive edge." It focus on quality and aim to achieve total customer satisfaction, both in the producer we offer and in the service that follows. Products offered by Rajesh Constro Pvt. Ltd. Utratech RMC Birla super cement Bharathi cement JK cement Coromandel cement Jaypee cement

They had a good relation with both Trade and Non-Trade Company taking Bharathi cement on consideration.

OBJECTIVE:
The main objective of the study is to find out the customer satisfaction level through scientific tools like interview and questionnaire.

RESEARCH METHODOLOGY:
I have taken the descriptive research through sampling method as it is less time consuming and more successful way for collecting data. After collecting data I have analyze the data and I have gone through data interpretation which was very helpful for me to make a project and get understood easily. I have use data analysis techniques such as Tabulation Graphs/Charts

Tabulation in which I have made tables so that it would be easy to get the questions. Graphs/Charts by which we can exactly get the answer of the question in a graph method.

LIMITATIONS:
1. There was a difficulty with respondents while getting a proper feedback. 2. The researcher had also in getting some information, which the respondents were not interested to give. 3. Another limitations of the study was confined but also consumed for survey of this study.

CONTENTS

Sr. no.
1. 2. 3. Executive Summary Introduction

Chapter Name

Page no.
1 11-12 13-16

Industry profile 2.1- Cement industry in World 2.2- Cement industry in India Company profile 3.1- About Company 3.2- Company Details 3.3-History 3.4-Customers of Rajesh Constro 3.5-Organization structure 3.6- Supply chain & distribution networks Product Profile 4.1- Cement products 4.2- OPC i] 43 grade ii] 53 grade 4.3- PPC 4.4- RMC 4.5- Cement Bricks Objectives of the Project Research Methodology 6.1- Research & Research Methodology 6.2- Type of research 6.3- Sample Plan: i] Universe ii] Frame iii] Unit iv] Size 6.4- Type of sample design 6.5- Data collection Data Analysis and Interpretation Findings

3.

17-32

4.

34-37

5. 6.

39 41-43

7. 8.

45-54 56

9. 10. 11. 12. 13.

Limitations Recommendations Conclusions Bibliography Annexure: 13.1-Questionnaire 13.2-List of Contacts

58 60 62 64 66-69

List of Tables: Sr. No.

1 2 3 4 5 Factors influenced to buy Bharathi Cement 6 7 8 9 10 Facilities to Customers Regularity supply of Cement 53 Will u recommend Bharathi Cement Services offered by Dealers 54 51 52 50

Table Title
Purchase Cement Brands of Cement Opinion for Bharathi cement Cement Dealers Know about Rajesh constro Pvt. Ltd.

Page no.
45 46 47 48 49

List of Charts: Sr. No.

1 2 3 4 5 6

Chart Title
Cement Purchased by Architects Brands of Cement Opinion Towards Bharathi Cement Cement Dealers Knowing about Rajesh Constro Factors Influenced to buy Bharathi Cement

Page no.
45 46 47 48 49 50

7 8 9

Facilities to Customers Regularity supply of Cement Will you recommend Bharathi Cement

51 52 53

10

Service offered by the Dealers

54

INRODUCTION

10

CHAPTER 1-INTRODUCTION
The cement industry in India is experiencing a boom on account of overall growth of the Indian economy. The demand for cement, being a derived demand, depends mainly on the industrial activities, real estate business, construction activities and investment in the infrastructure sector. India is experiencing growth in all these areas and hence the cement market is moving ahead in spite of the world-wide economic recession. India is the second largest producer of quality cement in the world. The cement industry in India comprises 139 large cement plants and over 365 mini cement plants. Industry's capacity at beginning of the year 2008-09 was 198.30 million tonne (MT) which increased to 219 MT at the close of the year. The initiatives provided by the Government of India to various infrastructure projects, road network and housing activities will provide required stimulus towards the growth of cement industry in India. The cement production has increased from 15.72 MT in December 2011 to 16.47 MT in January 2012. While cement dispatches have increased from 15.76 MT in December 2011 to 16.27 MT in January 2012. India produces variety of cement based on different compositions such as Ordinary Portland cement, Portland Pozzolana, Portland Blast Furnace Slag cement, white cement and specialized cement. Cement in India is produced as per the Bureau of Indian Standards (BIS) specifications and the quality is comparable with the best in the world. Some of the major players in the cement industry include Ultratech Cement, Gujarat Ambuja Cement Limited, JK Cements, ACC Cement, Century Cements, Madras Cements, Holcim and Lafarge to name a few. Cement arrivals in Gujarat during December 2011 have been the highest ever according to data compiled by the Cement Manufacturers' Association (CMA) and industry sources. There has been a spurt in demand from infrastructure and Government projects, which in turn led to such high cement arrivals.

11

INDUSTRY PROFILE

\
12

CHAPTER 2- INDUSTRY PROFILE

CHAPTER 2.1 - Cement industry in World

In 2010 the world production of hydraulic cement was 3,300 million tonnes. The top three producers were China with 1,800, India with 220 and USA with 63.5 million tonnes for a combined total of over half the world total by the world's three most populated states.

CURRENT AFFAIRS:
Mike Hogg, general manager of Shell Gas Direct, discusses how cement producers can embrace energy management in the UK. Cement has been selected as the primary cement supplier for the Baha Mar tourist complex in Cable Beach, Nassau. The Wildlife Habitat Council has certified five Cement sites across the USA for their management of wildlife enhancement and land conservation projects. Heidelberg Cement has opened a new cement ball mill in Bangladesh. Indonesias cement sales grew 17% in 2011.

Blue World Crete Inc. presents new discoveries in green building materials technology.

CHAPTER 2.2-Cement industry in India

Cement industry has been decontrolled from price and distribution on 1st March 1989 and delicensed on 25th July 1991. However, the performance of the industry and prices of cement are monitored regularly. The Cement Corporation of India, which is a Central Public Sector Undertaking, has 10 units. The total installed capacity in the country as a whole is 159.38 million tonnes. The first cement industry in India was set up at Porbundar, Gujarat in 1914,with a production capacity of 1000 tons per annum. It is also about a century old industry in India. The Indian cement industry is the second largest in the world. India's share in in the worlds cement production is around 6% . Exports recorded a growth of 14.24% in the 10th Five Year Plan. The industry recorded the highest growth in exports during 2004-05, when it exported around. 10 million tonnes. Since

13

then, the exports declined to 6 million tonnes during 2008-09. Bangladesh, Nepal, Sri Lanka, Maldives, Mauritius and UAE are major export destinations for the cement industry. Recently cement industry has started consuming 75% of the Fly Ash recycled in the country, a hazardous waste posing problems of disposal by Thermal Power Plants. Similarly, the Cement Industry has also helped in providing a clean environment by consuming blast furnace slag, which also poses a problem of disposal. The annual domestic demand of cement, the annual production of cement and the export of cement during the last five years is as given below:(in Million Tonnes)

Year of

Demand of Cement 135.56 149.34 164.03 177.98 196.12

Production of Cement

Export Cement 5.98 5.89 3.65 3.20 2.27

2005-06 2006-07 2007-08 2008-09 2009-10

141.81 155.64 168.31 181.61 201.00

The Tariff Commission has indicated that the retail price of cement in India is second highest next only to Japan. According to the Commission, the retail price of cement is lowest in China. The Tariff Commission felt that the high retail cost of Indian cement can be attributed to the following factors:(i) High cost of raw material; (ii) High power cost; (iii) High transportation cost; (iv) Dependence on road transport for movement of clinkers to cement; (v) Profit motive of the cement companies The weighted average cost and its percentage on total cost sales for major cost elements in respect of Ordinary Portland Cement (OPC), Portland Pozzolana Cement (PPC), Portland Blast Furnace Slag Cement (PBFSC), after a detailed analysis, have been indicated by the Tariff Commission as under:

14

OPC OPC PPC PPC PBFS PBFSC Total Region Rs./T Rs./Bag Rs./T Rs./Bag C Rs./Bag Average (50 kg.) (50 kg.) Rs./T (50 kg.) cost Rs./T
Central East North South West 2648 2855 2732 2497 2963 132 143 137 125 148 2412 2711 2476 2366 2708 121 136 124 118 135 2506 2602 125 130 2423 2561 2529 2413 2816

Total Average Cost Rs./Bag (50 kg.)

121 128 126 121 141

Infrastructure development is one of the prime requirements for the countrys economic development. Efficient movement of man and materials in terms of speed and safety need to be given top priority while prioritizing infrastructure components. The Government took up the development of highways/roads by constructing/ improving the highways/roads network through the programmes of Golden Quadrilateral and North-South, East-West corridors as also rural connectivity roads through Pradhan Mantri Gramin Sadak Yojana (PMGSY).

Use of Technologies:
The principal raw materials for the manufacturing of cement are limestone, gypsum and sand which are scarcely available. The Committee felt that a research on non-limestone bearing raw material and binders which can partially replace cement is important. In this connection, the Committee heard the views of representatives of National Council for Cement and Building Materials (NCCBM). The representatives of NCCBM informed the committee that in making composite cement, more than one waste material is used. The committee learnt that various wastes like lead-zink slag, copper slag, steel slag, marble dust, which were not allowed for utilization earlier, have now been identified for blending with cement. Those can be utilized to the extent of 5-15% as blending component or as raw material component or as mineral mixture.

15

In regard to use of sand for making cement, representatives of NCCBM stated that nowadays crushed sand is used for cement instead of natural river sand. Crushed sand is obtained from modern crushers, which produce crushed sand of standard requirements. The Committee feels that crushers, being hazardous, should not be permitted near a populated area.

COMPANY PROFILE

16

CHAPTER 3 - COMPANY PROFILE

CHAPTER 3.1 - About Company: Name: Rajesh Constro Trading Company Pvt. Ltd. Address: RAJESH CONSTRO TRADING CO.PVT.LTD.52/1/16, Nagar Road, Opp.Rohit
Petrol Pump, Aggrawal Arcade, Chandan Nagar Pune - 411014 (Maharashtra) India

Telephone: 9922940890/89 Fax: 91(020)27010030, 1215 E-mail: rajeshconstrotrading@gmail.com CHAPTER 3.2 - COMPANY DETAILS: Type: Public Founded: 1994 Founder: Mr. Rajesh Aggarwal Headquarter: Pune Location: Chandan Nagar, Pune [M.H.] Reach: Pune, Mumbai & Lonavala Key people: Mr. Rajesh Aggarwal(M.D.)
17

Miss Megha Aggarwal(director)

Business: Dealership of Cement

Rajesh Consort Trading company is a Private Limited Company. Traders and service providers for cements. Started in 1994. Rising on the growth chart and setting very high quality standards

At Rajesh Constro Pvt. Ltd.

Quality is combined with the latest technology to offer our customers a competitive edge.

CRITICAL SUCCESS FACTOR

Focus on quality and aim to achieve total customer satisfaction, both in the products we offer and in the service that follows.

CHAPTER 3.3 - HISTORY

Before coming into cement industry Mr. Rajesh Aggarwal (The Managing Director) was basically into the steel business. Then Shayadri Enterprises approached for selling asbestos sheet. He was also selling Rajeshree cement exclusively as they were in allied industry. After few years. Mr. K.K Taparia came from Germany with the shoppee concept. The main aim of shoppee concept was trade sale, launch Birla super as a strong brand, volume was not important, genuine cement at reasonable price with after sale service for the end consumer. With this idea in mind, they called dealers from all over India to a summit in Bangalore. From Pune 1) Mr. Rajesh Aggarwal 2) Mr. Dasrath Jadhav were called. Accordinly Rajesh Enterprises: Came to the First Shoppee in Pune. Besides these, to increase the efficiency in Services they also purchased a fleet of trucks and the Firm Rajesh Transport was formed. The Color scheme of Trucks was in Blue the color of Birla Super Cement.

18

In 2002, the firm got its private identity in the name of Rajesh Constro Trading Co. Pvt. Ltd. In the coming years dealership of Allied Products like Cement bricks and Ultratech Rmc were also taken up by the firm.

LATTER IN JUNE 2010

Jai Prakash associates came in the Pune market and RAJESH CONSTRO got the opportunity of taking the dealership. Simultaneously they took 43 grade OPC i.e. JK and Acc Cement were taken and after seeing the constant rise in the market for the 53 Grade cement grade they also took the dealer ship of other brands such as Bharathi, Coromondal etc. RAJESH CONSTRO TRADING COMPANY PRIVATE LIMITED has been a dealer for last 17 years and deals in cement. RAJESH CONSTRO TRADING COMPANY PRIVATE LIMITED is a traders and service providers for cements. Started in 1994, the company is continuously rising on the growth chart and setting very high quality standards. Our strict emphasis on quality is combined with the latest technology to offer our customers a competitive edge. Since its inception, the company has established a reputation for itself as a supplier of quality products. We focus on quality and aim to achieve total customer satisfaction, both in the products we offer and in the service that follows. Our highest priority is on customizing our products. We are committed to provide what our customer wants and we provide quality and consistency at the best value

SIGNIFICANCE OF LOGO

The logo of Rajesh Constro was recreated in 2010 symbolizing that they believe in creating a long term relationship with their clients.

19

Stakeholders
Stakeholder, a person, group, organization, or system who affects or can be affected by an organization's actions.

Stakeholders of Rajesh Constro Trading Pvt. Ltd.

Managing Director (M.D.)-Mr. Rajesh Aggarwal. Director- Mrs. Megha Aggarwal Employees Trade Department Employees Non-Trade Department Employees A/c Department Employees General Department Employees

Across the Globe: Their supplies extend to Mumbai, Raigad, Lonavala and Pune Products they offer
Ultra Tech RMC Birla Super Cement Bharathi cement JK Cement Coromandel Cement Jaypee Cement

20

CHAPTER 3.4 - CUSTOMERS OF RAJESH CONSTRO

There are a lot of many customers of Rajesh Constro. Trading co. pvt. Ltd. but the customers of the company are broadly categorizes into two major parts such as Trade and Non Trade.

Trade are those customers who purchases the material for the purpose of resale and the
quantity purchased by them is maximum 350 bags where 1 bag contains 50 kg of cements. The customers of trade purchases along with the type of cement they purchase are:-

Serial No.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

Sundry Debtors
Aamby Valley Ltd. A. K. Traders Artistic Chandan Hardware & Electricals Chintamani Trading Co.

Type of cement

Jay Pee PPC J.K PPC BIRLA Birla 53 grade Birla 53 grade Jay Pee J.K Bharathi Birla 53 grade Jay Pee PPC J.K PPC Dr. Jagtap Birla Super 53 D.R. Kakde College of Jay Pee PPC Engneering and Polytechnic. DSPN Projects Jay Pee PPC Gaya Guest House J.K OPC (53 grades) Guru Krupa Traders Birla Super Jay Pee J.K Hemant Hardware & Birla Super 53 Electricals Hindustan Antibiotics Ltd. Birla Super Jagdamba Traders Birla Super Jai Shadani Enterprises Jay Pee J.K Birla Super Jay Malahar Traders Jay Pee J.K Birla Super Bharathi K.K.Traders Birla Super J.K Super Kokan Maratha Sangh Birla Super K R Dhawle Birla Super Krishnai Steel Center Birla Super Jay Pee Ambuja Kusale Suppliers Birla Super Jay Pee Lal Traders J.K Birla Super Lodha Sales Corporation Birla Super Jay Pee Ambuja Mahalaxmi Hardware & J.K Birla Super Birla Shakti Electricals
21

24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58

Mahalaxmi Suppliers Mauli Steel Center

J.K Birla Super Birla Shakti Birla Super Jay Pee J.K Ambuja Mukesh Premchand Shah Birla Super J.K Navnath Traders Birla Super Bharathi J.K Ambuja Nilambari Traders Birla Super Om Hardware & Electricals Jay Pee J.K Birla Super Om Sai Concrete Products Bharathi Birla Super Om Trading Co. J.K Pandurang Mauli Cement Birla Super Pipe Products Parth Associates Birla Super Pawan Hardware & Birla Super Electricals Pawan Sales J.K Birla Super Pooja Steel Center Birla Super Poonam Steel Yard Bharathi Birla Super Jay Pee Pramila Suppliers Birla Super Prince Marble Jay Pee Birla Super Pruthviraj Traders Birla Super J.K Pushpak Steel Industries Pvt. Birla Super Ltd. Ramchandra M.Thakur Bharathi Birla Super Jay Pee Ravi Kiran Association. Birla Super Ravi Kiran Traders Birla Super Sachin Traders Birla Super Sai Agency Birla Super Sairaj Suppliers Birla Super J.K Jay Pee Shivani Traders Birla Super Shiv Shakti Steel Centre, Birla Super Bharathi J.K Maan Ambuja Jay Pee Shree Digambara & Sangam Steel Shri Ganesh Timbers Shubhalaxmi Hardware &Electricals Siddhivinayak Developers Sufiyan Traders Tanvi Enterprises Tirumala Developers, Uttam Suppliers Viraj Projects (India) Pvt.
22

All brands Jay Pee Birla Super Birla Super J.K Birla Super ACC Jay Pee Birla Super Birla Super J.K Birla Super Birla Super J.L OPC 53 Birla Super

59 60

Ltd. Yadav Enterprises Zende Properties

J.K Birla Super Jay Pee Birla Super J.K

Non Trade are those customers who purchases the material for the purpose of there own use
and the quantity purchased by them is minimum 500 bags where 1 bag contains 50 kg of cements. The customers of trade purchases along with the type of cement they purchase are:-

Serial No.

Sundry Debtors

Type of cement
ACC Jay pee PPC Bharthi43 grade Bharthi 53 grades Bharthi53/JP 53 Jay Pee 53 Birla super 53 Bharthi 53 Jay Pee PPC Birla super 53 Birla super 53 Bharthi 53 grades JK 43 Bharthi 53 grades Jay Pee PPC Bharti JK Jay pee PPC 43 Jay pee ppc Bharathi 43 Jay Pee PPC / 53 grades Jay Pee PPC

1 Finolex 2 Vascon enginears 3 Smith Spun pipes 4 Kamal cement pipes 5 Varad developers 6 Akshay enterprises 7 Atul enterprises 8 Narayani Sansthan 9 Pethkar project 10 Gk associates 11 Universal 12 Runwal housing 13 Elsha Earth link 14 Bhojwant wagnere associated 15 Ganraj infrastructure 16 Aamby valley 17 DNV Redity 18 Dighi port 19 Kalpatro They are again sub divided into three parts :-

Infrastructure Companies Builders Products Manufacturers Infrastructure companies:- customers of Infrastructure companies are
o Dighi Port o Jitendra Group Builders:- customers of Builders are
23

o Goel Ganga Group o Goel Ganaga Developments o Vascon Engineers o Aamby Valley Kalpataru Group of Compnies Finolex Ganraj Instrasture Bhojwani Homes Varad Developers Lavasa DNV reality Bhojwani Homes Products Manufacturers:- Customers of Products Manufacturers are o o o o o Kamal Cement Pipes Nawale Concrete Smit Spun Pipes Eisha Eath Link Shirke Bricks Acc Cement Ltd Ultratech cement Jaypee Cement J K super cement Bharathi cement etc. o o o o o o o o

Suppliers
o o o o o

Competitors
o S P Traders o V T Parlesha o Etc.

Customers
o o o o o Retailers(Trade & Non-Trade) Builders RMC Retailers Infrastructure companies Individuals etc.

Government
o State Government o Central Government o
24

Dealership
RAJESH CONSTRO TRADING COMPANY PRIVATE LIMITED has been a dealer for last 17 years and deals in cement. Rajesh Constro Trading company is a Private Limited Company traders and service providers for cements. Rajesh Constro Trading company pvt. Ltd is authorized dealers of: UltraTech RMC Brila Super Cement Bharathi Cement JK Cement Coromandel Jaypee Cement

Ultra Tech Cement:

UltraTech Cement Limited has an annual capacity of 52 million tonnes. It manufactures and markets Ordinary Portland Cement, Portland Blast Furnace Slag Cement and Portland Pozzalana Cement. It also manufactures ready mix concrete (RMC). UltraTech Cement is the countrys largest exporter of cement clinker. The export markets span countries around the Indian Ocean, Africa, Europe and the Middle East.

Regional Office:
1. Andheri (East),Mumbai 2. Ahmedabad 3. Bangalore 4. Chennai 5. Hyderabad 6. Kolkata

25

Bharthi Cement:

Bharathi Cement Corporation Pvt. Ltd, in joint venture with the Vicat Company of France-the global leader in cement business produces cement of superior quality. Founded by the promoters of Sakshi Telugu Daily & Sakshi TV, Bharathi Cement Corporation Limited produces superior quality cement this helps you to set new standards in construction. The company is driven by Sri Y.S.Jagan Mohan Reddy and a team of young and senior professionals in power, cement and infrastructure.

Regional Office:
1. Hyderabad 2. Chennai 3. Bangalore 4. Cochin

JK cement:

J.K. Cement is an affiliate of the J.K. Organization, which was founded by Lala Kamlapat Singhania. The J.K. Organization is an association of industrial and commercial companies and has operations in a broad number of industries. Today, J. K. Cement Ltd. is one of the largest cement manufacturers in Northern India and also the second largest white cement manufacturer in India by production capacity.

Regional Office: Kamla Tower,Kanpur (Uttar Pradesh)

26

Coramandal cement:

The India Cements Ltd., markets the cement under the name COROMANDEL CEMENTS. Coromandel 53 Grade OPC produces higher-Grade concrete at very economical cement content.

Regional Office:
1. AnnaSalai, Chennai 2. Coromandel Towers, R.A.Puram, Chennai

Jaypee Cement:

The Jaypee Group is an Indian conglomerate based in Noida, India. It was founded by Jaiprakash Gaur . Jaypee is India's third largest cement producer, the largest private sector hydropower company with 1,700 MW in operation. The groups cement facilities are located today all over India in 10 states, with 18 plants having an aggregate cement production capacity of 24 Million Tonnes and same is poised to become 36 Million Tonnes before October 2011.

Regional Office:
Allahabad Bhopal Shimla Raipur Nagpur Bhubaneswar

27

CHAPTER 3.5 -ORGANIZATIONAL STRUCTURE

Managing Director MR. RAJESH AGGRAWAL

DIRECTOR MISS. MEGHA AGGRAWAL

TRADE

GENERAL

NON TRADE

TRASPORT ANS SALES MANAGER MR.KARAN

LEAD GENERATION MR.SACHIN

ACCOUNTS

COLLECTION MR.ADITYA

OFFICE ASSISTANT MISS.SWATI

LEAD GENERATION MR.SACHIN

ACCOUNTS MISS.PALLAVI

MISS.DEEPALI MR.SANTOSH

28

Mr. Rajesh Aggrawal (Managing Director)

He ensures operational standards are met or exceeded for service, productivity, and quality and employee engagement. He oversees the daily productivity and work effort toward the achievement of operational goals to ensure budgetary targets are achieved. Drive improvement in overall service levels, transactional efficiencies and cost management. He looks Overall administration. Zeast for looking forward, sales, supervise the work of each and every one. He motivate and manage the marketing function thus ensuring functional excellence and alignment in the marketing department by sharing best practices and developing overall skill level of team. He develop and actively lead product portfolio management with right kind of product mix and product positioning.

Miss Megha Aggrawal (Director)

She supervise the working of sales department & give directions & advise for its better performance. Plan, Design the marketing strategies and enhance revenue generation. She performs various functions in the organization such as: recruiting and training sales staff; supervising, motivating and monitoring team performance; allocating areas to sales executives; setting budgets/targets; reporting back to Managing Director; liaising with customers (which may include actual selling); maintaining detailed knowledge of the companys products or services; keeping abreast of what competitors are doing.

Mr. Karan(Transport Management And Sales)

His main work in the organization is telling sales party, dispatch of the cement, He maintains all the challan stuff which is required for the transportation Taking care the daily transport routine work for daily transport activities. Prepare and maintain a detailed list for each route as follows of each Centre: i. Bus route number ii. Names of the Students in that Bus route iii. Class /Division
29

iv. Contact Number v. Name of the Bus Stop

Mr. Santosh (Accounts)

He holds the position of accounts manager he keeps all the record of purchase bill, sales bill, BRS, ledger, etc. he is responsible for overall accounts and finance functions All accounts to be maintained up to date, accurate and in line with rules and regulations he is responsible for monthly budget preparation and monitoring of the budget. Identify and implement cost reduction activities. Funds flow management Cash and bank. Development of product costing for existing and new product Finalization of accounts up to balance sheet, Working Capital Management, Receivable Management and Payable Management. Assisting in the day to day accounting functions. Ensure Statutory Compliances and Audit Compliances for all accounting related transactions. Tax Management Analyzing & developing tax saving opportunities. Managing accounts payables & receivables for the malls. Ensuring timely processing of bills.

Miss Deepali
She is assistant to Mr.Santosh. She helps him in the work. She is new to the organization she is learning the things from Mr.Santosh.

Aditya (Collection)
They perform the work of collection of cheque and the amount from the customers. They also try to build strong relationship with the network . Imparting product knowledge, Demo, presentations to the clients. They travel frequently within the designated area . They give Position reports to Director .Handling sales inquiry, regular visits to existing customers / new customer development, preparation of quotation, follow-up with clients and initialization of order and payment collection, candidate should be able to travel.

30

CHAPTER 3.6- SUPPLY CHAIN AND DISTRIBUTION NETWORK

Supply chain and distribution network is the most important thing in this organisation. Supply chain and distribution network should be good because this help to attract more and more customer and helps to return the earlier customers. Supply chains and distributions network of Rajesh Constro trading company is very strong. Once the order is placed with C & F agents. The sales manager immediately calls the dealers and place the order and makes the arrangements of transport. Once the arrangements is done the material is located and the sales manager provides the driver will all the stuff such as bills challan. Then the truck moves for its destination when the truck reaches its destinations the manager there checks the material and gives the driver a notes about the delivery of cement in the mean time the driver also hands over the bill to the manager. As mention by the manager the collection boy goes on the respective day to receive this collection boys to receives this complete the process of distribution network and supply chain.

PROCESS

PLACE ORDER WITH C&F AGENT

TRANSPORTER Dealer Other Transporter

31

RETAILER/CONSUMER Material delivered

DOCUMENTATION Advanced Payment Bill

PAYMENT RECEIVED

32

PRODUCT PROFILE

33

CHAPTER 4 - PRODUCT PROFILE

What is cement? In the most general sense of the word, a cement is a binder, a substance that sets and hardens independently, and can bind other materials together. Cement is a fine powder, which when mixed with water undergoes chemical change and thereafter allowed to set and harden. Cements used in construction of buildings and civil engineering works

CHAPTER 4.1 - Types of Cement

2 types of cement normally used in building industry are as follows:

a) Hydraulic Cement b) Non hydraulic Cement HYDRAULIC

Hydraulic Cement sets and hardens by action of water. Such as Portland Cement In other words the hydraulic cement are: Any cements that turns into a solid product in the presence of resulting in a material that does not disintegrate in water. water (as well as air)

34

Most common Hydraulic Cement is Portland Cement

Non-hydraulic Cement
Any cement that does not require water to transform it into a solid product. 2 common Nonhydraulic Cement are a) Lime- derived from limestone / chalk b) Gypsum.

CHAPTER 4.2- OPC CEMENT

Ordinary Portland Cement (OPC) is the most common type of cement in general use around the world because it is a basic ingredient of concrete, mortar. It is a fine powder produced by grinding Portland cement clinker (more than 90%), a limited amount of calcium sulfate (which controls the set time) and up to 5% minor constituents as allowed by various standards such as the European Standard

Ordinary Portland Cement (OPC) is manufactured in the form of different grades, the
most common in India being Grade-53, Grade-43, and Grade-33. OPC is manufactured by burning siliceous materials like limestone at 1400 degree Celsius and thereafter grinding it with gypsum. 1. OPC 43 Grade 2. OPC 53 Grade

35

OPC 43 GRADE
The 43 grade OPC is the most popular general-purpose cement in the country today. The production of 43 grade OPC is nearly 50% of the total production of cement in the country. 43 Grade OPC can be used for the following applications: 1. General civil Engineering work. 2. Precast items such as blocks, tiles, pipes etc. 3. Non-structural works such as plastering, flooring etc.

APPLICATIONS:

All types of R.C.C.works Residential and commercial complexes Industrial structures Bridges, dams, irrigation works For highways, runways etc.

OPC 53 GRADE
OPC 53 is a higher strength cement to meet the needs of the consumer for higher strength concrete. As per BIS requirements the minimum 28 days compressive strength. 53 grade OPC produces higher-grade concrete at very economical cement content. 53 Grade OPC can be used for the following applications. 1. Precast concrete items such as paving blocks, tiles building blocks etc. 2. Pressurized concrete components. 3. Runways, concrete Roads, Bridges etc

Advantages

Speedy construction Durable concrete Economic concrete mix designs Low percentages of alkalies, chlorides, magnesia and free lime leads to the production of durable concrete.

CHAPTER 4.3 - PPC CEMENT

36

Portland Pozzolana Cement is manufactured by blending pozzolanic materials, OPC clinker, and gypsum either grinding them together or separately. Today Portland Pozzolana Cement is widely in demand for industrial and residential buildings, roads, dams, and machine foundations. Pozzolana is an important ingredient in PPC which is commonly used in the form of: Fly ash Volcanic ash Silica fumes Calcined clay PPC is used in heavy load infrastructure and constructions such as marine structures, hydraulic structures, mass concreting works, plastering, and all applications of ordinary Portland cement.

Advantages of PPC Cement

Low heat of hydration Resistance to sulphate attack and chloride attack Resistance to alkali silica reaction Reduction in water demand Reduced bleeding due to high fineness of cement Pore refinement leading to improved density of concrete

CHAPTER 4.4 - RMC(Ready Mix Concrete) CEMENT Ready-mix concrete is a type of concrete that is manufactured in a factory or batching plant,
according to a set recipe, and then delivered to a work site, by truck mounted transit mixers . Ready Mixed Concrete is also referred as the customized concrete products for commercial purpose. the Ready-mix Concrete Company offer different concrete according to user's mix design or industrial standard.

CHAPTER 4.5 - CEMENT BRICKS

Brick fabricated from a mixture of cement and sand; molded under pressure and steam-cured at a temperatur0e of 200F (93C); used behind face brick where it will not be exposed to acid or alkaline conditions.
37

OBJECTIVES
38

CHAPTER 5 - OBJECTIVES Main Objective

The main objective of this study is to find out the customer satisfaction level through scientific tools like interview and questionnaire.

Specific Objective
1. The specific objectives will be met by finding the customer satisfaction level through direct interaction with the customer and by knowing the preference. 2. This will include all the processes like asking questions from the customer through questionnaire which will be included in the primary survey. 3. Once the primary survey is done, secondary survey will be done. the path of the secondary survey will be decided depending on the conclusion coming out of the primary survey.

39

RESEARCH METHODOLOGY
40

CHAPTER 6 - RESEARCH METHODOLOGY

Research is a movement, a movement from known to unknown. It is actually a voyage of discovery. Research is, thus; originally contribute to the existing stock of knowledge making for its advancement. It is the pursuit of truth with the help of study, observation, comparison and experiment. In short, the search for knowledge through objectives and systematic method of finding solution to a problem is research. The systematic approach concerning generalization and the formulation of a theory is also research.

CHAPTER 6.1- Research Methodology: Research methodology is a way to

systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. It is necessary for the researcher to know not only the research methods but also the methodology.

Research & Research Methodology Research: Research in common parlance refers to a search for knowledge. Research can also
defined as, a systematic and scientific search for pertinent information on a specific topic. In fact, research is an art of scientific investigation.

41

The scope of research methodology is wider than that of the research methods. Thus, when we talk of research methodology we not only talk of the research methods but also consider the logic behind the methods we using the context of our research study and explain why we are using a particular method or technique and why we are not using other so that research results are capable of being evaluated either by the researcher or by others. In short, we can say that, research methodology has many dimensions and research methods do constitute a part of the research methodology.

Research Process
Define Research Problem

Research Design

Collection Of Data

Analysis of Data & Data Interpretation

42

Report Writing

CHAPTER 6.2- Types of research Descriptive Research: Descriptive research includes survey and factfinding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. The main characteristic of this research is that the researcher has no control over the variables; he can only report what has happened or what is happening. The methods of research utilized in descriptive research are survey methods of all kinds, including comparative and co relational methods.

CHAPTER 6.3- Sample Plan i] Sample Universe: The sample universe for this project is Pune area, Maharashtra, INDIA. ii] Sample Frame: It is one from which sample frame contains Narayan Peth. (in which
Customer Satisfaction is to be studied).

iii] Sample Unit: The sample unit for this project is Architects. iv] Sample Size: It is the number of items to be selected from sample universe to constitute a
sample size 50.

43

Why 50? Because it was made convenience for all of us to go to Pune area and do a good job.

CHAPTER 6.4- Type of sample design

The type of sample design used for this project is Judgmental sampling.

CHAPTER 6.5- Data collection Primary data: The sources of primary data for this project was
1. Interview

Secondary data: The sources of secondary data for this project are:
1. 2. 3. 4. Books Internet Brochure of the company. Cement Corporation of India

DATA ANALYSIS & INTERPRETATION

44

CHAPTER 7 - DATA ANALYSIS AND INTERPRETATION

1. Have you ever purchase cement?

a) Yes b) No

Table no.1 Purchase cement Yes No Graph no.2 No. of respondents 42 8

45

Cement Purchased by Architects

No 8

Column1 Yes 42

10

20

30

40

50

INTERPRETATION: Out of 50 respondents 42 response Yes and 8 respondents response

No. From the above data we can interpret that most of the respondents are purchasing various cements.

2. Which brand does your customer prefer?

a) Bharati cement c) Ultratech cement b) Acc Cement d) Others

Table no.2 Brands of Cement

Bharathi cement Acc cement Ultratech cement Others

No. of respondents 10 15 25 5

Graph no.2

46

Brands of Cement
30 25 20 15 25 10 15 5 0 Bharathi cement
Figure 1

No. of respondents

10 5 Acc cement Ultratech cement Others

INTERPRETATION: From the above analysis we can interpret that 25 of respondents said
that their customer prefer Utratech cement, while 15 prefer Acc cement , 10 prefer Bharathi cement and 5 prefer some of other cements.

3. If you purchase Bharati Cement what is your opinion? 1. Quality a) High c) Satisfactory b) Low d) Not bad 2. Price a) High c) Satisfactory b) Low d) Not bad 3. Demand a) High c) Satisfactory b) Low d) Not bad

Table no.3 Opinion

High Low Satisfactory

Quality 35 5 3 30 8 6

Price 20 10 10
47

Demand

Not bad

10

Graph no.3
35 30 25 20 15 10 5 0 High Low Satisfactory Not Bad Quality Price Demand

INTERPRETATION: As the above graph shows the customers gives their own opinion
through quality, price, demand, of bharathi cement. Such as 35 respondents says high quality,5 says low , 3 says satisfactory, 2 says not bad, after quality there is price such as 30 says price is high, 8 says low, 6 says satisfactory, and other 6 says not bad, after price there is demand such as 20 says high, 10 says low, 10 says satisfactory, other 10 says not bad.

4. Where do you purchase cement?

a) Rajesh Constro Pvt.Ltd. c) S P Traders b) Ranawat Trading. d) V T Parlesha

Table no.4 Cement Dealers

Rajesh Constro Pvt.Ltd. Ranawat Trading. S P Traders V T Parlesha

No. of respondents 15 15 10 10

Graph no.4
48

Cement Dealers
16 14 12 10 8 6 4 2 0 Rajesh Constro Pvt.Ltd. Ranawat Trading S P Traders V T Parlesha 15 15 10 10 No.of respondents

INTERPRETATION:As the above graph and table interpret that customer purchase the
cement from the various dealers such as 15 respondents from Rajesh constro pvt.ltd. , 15 from Ranawat trading , 10 from S P Traders, and last 10 from V T Parlesha.

5. How do you come to know about the Rajesh Constro Pvt. Ltd.?
a) Friends c) Dealers b) Advertisement d) Contractors

Table no.5 Know about Rajesh constro

Friends Advertisement Dealers Contractors 12% 15% 45% 28%

No. of respondents in %

Graph no.5
49

Knowing about Rajesh Constro

12% 28% 15% Friends Advertisement Dealers Contractors

45%

INTERPRETATION: The above graph and table shows that the respondents come to know
about the Rajesh constro Pvt. Ltd. from various sources such as 45% from dealers, 28% from contractors, 15%from advertisement, and 12% from friends.

6. What are the factors which have influenced to buy Bharathi cement?
a) Price c) Brand Image b) Quality d) Door Delivery

Table no.6 Factors

Price Quality Brand Image Door Delivery 17% 30% 20% 33%

No. of respondents in %

Graph no.6
50

Factors Influenced to buy Bharathi Cement

17% 33% Price Quality Brand Image 30% Door Delivery

20%

INTERPRETATION: The above graph and table shows that the factors influenced to buy
Bharathi cement such as Price 17%, Quality 30%, Brand Image 20%, Door Delivery 33%.

7. Do you get any facilities?

a) Yes b) No

Table no.7 Options

Yes No 70% 30%

No. of respondents

Graph no.7

51

Facilities to Customers

30%

Yes 70% No

INTERPRETATION: The above graph and table shows the facilities by which customers
get their product on time and by various facilities such as 70% says Yes they get good facilities and 30% says No they dont get good facilities.

8. What is your opinion regarding the regularity supply from Rajesh Constro Pvt. Ltd.
a) Regular b) Irregular c) Not bad

Table no.8 Options

Regular Irregular Not Bad 24 8 18

No. of respondents

Graph no.8
52

Regularity supply of Cement

25 20 15 No. of respondents 10 5 0 Regular Irregular Not Bad

INTERPRETATION: The above graph and table shows the opinion of regularity supply of
cement from Rajesh constro Pvt. Ltd. such as 24 response were regular 8 were Irregular and 18 were Not Bad.

9.Will you recommend Bharathi cements to others?

a) Yes b) No

Table no. 9 Options Yes No 98% 02% No. of respondents in %

53

Graph no.9

Will you recommend Bharathi Cement

2%

Yes No

98%

INTERPRETATION: The above graph and table shows customers will recommend the
Bharathi cement in the market then 98% says Yes and 02% says No because they are not recommending any of the cement.

10. Are you satisfied with the service offered by the dealers?
a) Yes b) No

Table no.10 Options Yes No 73% 27%

54

No. of respondents in %

Graph no.10

Service offered by the Dealers

27% Yes No 73%

INTERPRETATION: The above graph and table shows that the customers are satisfied
with the service offered by dealers such as 73% says Yes and 27% says No.

55

FINDINGS

CHAPTER 8 - FINDINGS

1. From the above table and graph many of the respondents says that they purchase the cement and through I come to know that many of the customers recommend cement to their clients.
56

2. And in market Ultratech cement is used more as per the customer says. 3. Many of the customers give their opinion for Bharathi cement that the Quality of Bharathi cement is very good as per other cement Price is also affordable and Demand is adequate in market. 4. In market there are many Competitors of cements dealers so during project there was Rajesh constro Pvt. Ltd. and Ranawat trading was two competitors who were at the same level of selling products.

57

LIMITATIONS

CHAPTER 9 - LIMITATIONS

1. One of the Important study was lack of time tough the respondent to the study was vast due to the time constraints the sample size was limited.
58

2. The researcher has difficulty with most of the respondents who was not willing to cooperate with the study as they were very busy with their work. 3. The researcher had also getting some information, which the respondents were not interested to give. 4. The researcher has difficulty with the respondents because they did not fill up the questionnaire in proper time. 5. There was a difficulty with respondents in getting a proper feedback 6. Another limitation of the study was confined but also consumed for survey of this study. 7. The distance was too long to go to the given place were researcher has to go. 8. There was a lot of wrong information given to the researcher.

59

RECOMMENDATIONS

CHAPTER 10 - RECOMMENDATIONS

60

This is one of the most important and most difficult part of the study. I arrived at certain recommendations after the analysis of the data. Some of the important recommendations are as follows Barathi cement company Pvt. Ltd. should expand the business by opening other regional office all over the country. Company should adopt aggressive marketing strategy that it could reach each and every place. Distribution network should be expanded along with supply chain by providing the trade company the genuine products for attracting more customers. According to quality of Bharathi cement, its price is high , so the price should be fixed according to its quality. Company should have better logistics facility for making reach the product at retailers door at a right time. Marketing Development Coordinators/ Marketing Executives/ Sales Executives of the company must focus more for making better relationship with architects. Company should more focus on non-trade segments because non-trade segments more prefer the quantity. To increase the sales and attract more customers they should increase the advertisement through different media sources, to increase its popularity among the customers.

In order to respond effectively to changing market trends and challenges, Cement companies must support their improvement efforts with industry-specific solutions. Company should focus on their customers satisfaction because it is blood of the company because if product will not reach the market then there is no need of their production as well as company should focus on better services /schemes which can be provide to the architects as well as their customers.

61

CONCLUSION

CHAPTER 11 - CONCLUSION
This presents the summary of the study and survey done on "Customer Satisfaction on Bharathi cement with special reference of Rajesh Constro Trading Co. Pvt. Ltd."
62

Most of the customers were satisfied with its quality but its price is high according to its quality. So it should be adjusted according to the changing scenario to increase its demand in the market. The facilities and services offered by the dealers are satisfactory but it should be improved. The architects would like to promote Bharathi cement recommending their own customers. Relation with trade and non-trade company is good but it should be notified according to the requirement to increase its sales.

63

BIBLIOGRAPHY

CHAPTER 12 - BIBLIOGRAPHY Books

Marketing Management By: Sherleker
64

 Marketing Management By: Philip Kotler Marketing and Salesmanship By: B.S Raman

Website
www.bharathicement.com

Others
Company brochure and pamphlets were provided by Rajesh Constro Pvt. Ltd.

65

Annexure

CHAPTER 13 - ANNEXURE Questionnaire

66

CONSUMER QUESTIONNAIRES
I am a student Mr.Ronak Taneja from Indira College Of Commerce and Science, Pune studying in final year B.B.A. As apart of my course, I have selected Customer Satisfaction for Bharathi Cements With special reference of Rajesh Constro Pvt.Ltd , Pune, kindly fill it up the questionnaire and give suggestion for the study. The information supplied by you will be kept conditional and will be used for only academic purposes

Your Sincerely Ronak Taneja 1. Name : 2. Address :

3. Have you ever purchase cement? a) Yes [ ]

b) No [ ]

4. Which brand does your customer prefer? a) Bharati cement [ ] c) Ultratech cement [ ]

b) Acc Cement [ ] d) Others [ ]

5. If you purchase Bharati Cement what is your opinion? 1. Quality a) Better [ ] c) Satisfactory [ ] b) Good [ ] d) Not bad [ ] 2. Price a) High [ ] c) Satisfactory [ ] b) Low [ ] d) Not bad [ ] 3. Demand a) Better [ ] c) Satisfactory[ ] b) Good [ ] d) Not bad[ ]

6. Where do you purchase cement? a) Rajesh Constro Pvt. Ltd. [ ] b) Ranawat Trading. [ ] c) S P Traders [ ] d) V T Parlesha [ ] 7. How do you come to know about the Rajesh Constro Pvt. Ltd.?
67

a) Friends [ ] b) Dealers [ ]

c) Advertisement [ ] d) Contractors [ ]

8. What are the factors which have influenced to buy Bharathi cement? a) Price [ ] c) Brand Image [ ] b) Quality [ ] d) Door Delivery [ ] 9. Do you get any facilities? a) Yes [ ]

b) No [ ]

10. What is your opinion regarding the regularity supply from Rajesh Constro Pvt. Ltd. a) Regular [ ] b) Irregular [ ] c) Not bad [ ] 11. Will you recommend Bharathi cements to others? a) Yes [ ] b) No [ ] 12. Are you satisfied with the service offered by the dealers? a) Yes [ ] b) No [ ] 13. Which laboratory report would you prefer? --------------------

Date: Place: Signature

List Of Contacts Sr. No.

1 2

Name
Rajendra Tithe Rajendra Khire
68

Contact No.
02024434457 9422089122

3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46

Milind Bhide Kanhekar Prakash Ravindra R Nene Suhas Pardeshi Aniket Dandekar Preeti Dandekar Avinash Pundlik Shirish Sonawane Yogesh R Chavan Javed Sayyed Vasant S Khedekar Manisha Arch Rahul Malwadkar S R Bapat Dixit Ramnesh Priyanka Gandhi Rajul Shah Akaansha Rawal Nazneen Hirani Vrushali Mehta Mayur Doshi Arch Anirudha Sane Bhukan Santosh Niranjan Thang Neha Mundada Ayojan Manoj Agarwal Jayant Baravkar Jyzer Karachiwala Raykar Prakash kulkarni Ashok mistry Aroon Sulakhe M.Puntambekar Nilesh Baheti Meenakshi Nani Amale Rajendra B Bawdekar Sandh Mohan Bhopatkar VK:a Architecture S M Associates RC DIXIT Associates Sarang Majgaonkar Combines
69

9422089125 02024486147 9822083096 9822114816 02024457979 02024457909 02024261656 02024470929 9822048607 9422515111 02024497366 02024451736 02030491517 02024484616 02024461142 02026126993 02026131361 02026121213 02026347520 02024470516 02024023644 02024530277 02026610407 9325019600 02024473450 9822295610 02026346835 02025661337 02026448611 02024463367 02024430209 02024430404 02024458732 9422011941 020245301777 9850517401 020214225108 98505030884 9422007500 9881734860 02030283435 02024337924 9822058014 02024453563

47 48 49 50

Superior Engineer Thite valuers Engineers Pranav Developers Harshad Constructions

02024475161 9822022208 02024490698 02024475955

70