1

CHAPTERI INTRODUCTION
1.1 INTRODUCTION ABOUT THE STUDY
Customer relationship management (CRM) is a management strategy that unites
information technology with marketing. It originated in the United States in the late
1990s, and, to date, has been accepted in a significant number of companies
worldwide.CRM stands for Customer Relationship Management. It is a process or
methodology used to learn more about customers' needs and behaviors in order to develop
stronger relationships with them. There are many technological components to CRM, but
thinking about CRM in primarily technological terms is a mistake.
The more useful way to think about CRM is as a process that will help bring
together lots of pieces of information about customers, sales, marketing effectiveness,
responsiveness and market trends. CRMhelps businesses use technology and human
resources to gain insight into the behavior of customers and the value of those customers.
We can view CRM as an integrated system of web enabled software tools and databases
accomplishing a variety of customer-focused business processes that support the three
phases of the relationship between a business and its customer. Customer relationship
management (CRM) is a business strategy to acquire and manage the most valuable
customer relationships. CRM requires a customer-centric business philosophy and culture
to support effective marketing, sales and service processes.
CRM applications can enable effective customer relationship management,
provided that an enterprise has the right leadership, strategy and culture.The biggest
management challenge in the new millennium of liberalization and globalization for a
business is to serve and maintain good relationship with the king the customer. In the past
producers took their customers for granted, because at that time the customers were not
demanding nor had alternative source of supply or suppliers. But today there is a radical
transformation. The changing business environment is characterized by economic
liberalization, increasing competition, high consumer choice, demanding customer, more

emphasis on quality and value of purchase etc.All these changes have made todays
producer shift from traditional marketing to modern marketing. Modern marketing calls for
more than developing a product, pricing it, promoting it and making it accessible to target
customer. It demands building trust, a binding force and value added relationship with the
customers.

1.2 OBJECTIVES OF THE STUDY

1. To study the Customer Relationship Management at JK TYRES & INDUSTRIES
LTD at COIMBATORE.
2. To study the level of customer satisfaction.
3. To know the relationship that exist between the Employer & Employee.
4. To offer the suggestion.

1.3 SCOPE OF THE STUDY

The study reveals the relationship between the customer and management and also
the employee and employer. This study helps the management to continue the customer
retention and retaining process.

1.4 LIMITATIONS OF THE STUDY

The study was carried out a over a period of three months in coimbatore district.
The study has the following limitations.
1.

The study was conducted only in Coimbatore district. This may not give

2.

a generalized conclusion.
The respondents were less interested in answering the questionnaire, as

3.

they felt that it was an interruption to their regular work.

The analysis is based on the data provided by the respondents. The
views of those who did not participate in the survey is not included.

4.

The conclusions are based on the opinions expressed by the customers.

Hence they cannot be assured to unbiased or true representation of reality.

CHAPTER II COMPANY PROFILE

2.1 COMPANY PROFILE
JK Tyre& Industries Ltd is an Automotive Tyre, Tubes and flaps manufacturing
company based in Delhi, India. The name JK is derived from the initials of Kamlapatji
(18841937) and his father Seth Juggilal (18571922).The company is the market leader in
Truck/Bus Radial tire in India and is the only tyre manufacturer offering the entire range of
4 wheeler radials for Trucks,Buses and Cars. JK Tyre has a worldwide customer base in
over 80 countries across all 6 continents. It is a part of J. K. Organisation group of
Companies. JK Tyre acquired Mexican tyre major Tornel in 2008. With state-of-the-art
modern production facilities in all 9 plants, total production capacity is almost 20 million
tyres p.a.
JK Tyre

Total Control (Worldwide)

Type

Public
(BSE: 530007)

Industry

Tyres, Tubes, Mudflaps

Founded

1974

Founder

LalaJuggilalSinghania
LalaKamlapatSinghania
Hari Shankar Singhania

Headquarters

New Delhi, India

Key people

RaghupatiSinghania,

Chairman

VivekKamra, President
6015 crore(US$890 million)

Revenue

(FY 201213)
1.06 billion (US$16 million)

Net income

(FY 201213)
Number

of ~5,010 (as on 3 Sept 2013)

employees
Website

www.jktyre.com

2.1.1 History

1974 JK Tyre founded in West Bengal with an industrial license in February 1974
for the manufacture of 400,000 nos. each Automobile tyre and Tubes per annum. The
company was converted into a public limited company on 1 April 1974. The
manufacturing project was promoted by Straw Products Ltd and J.K. Synthetics Ltd.

1982 The company's technical collaboration agreement with General Tire

1987 The overall working resulted in substantial profits despite a 51-days strike
as well as go-slow from 14 October.

1988 New steel radial tire for Maruti Gypsy and Tata Motors were introduced.

1989 Semi-lug Nylon Truck tyre, a New patterns and sizes of tyres were
introduced.

1991 Handeep Investment, Ltd., Hidrive Finance Ltd., Panchanan Investment

Ltd., and Radial Finance Ltd., J. K. International Ltd., Shivdham Properties Ltd., and
J.K. Asia Pacific, Ltd., became subsidiaries of the Company. Radial Tyre
for Tractors were launched.

1992 opening of office in Moscow besides starting Company's subsidiaries in

U.K. & Hong Kong.

1993 New radial tyres 'Brute' and 'Ultima' were introduced. The Company in the
process of developing steel belted radial tyres for Mercedes Benz, Peugeot, Daewoo
race and Opel Astra. A new pattern developed for bus and trucks 'PE-T8'.

1994 The T-rated Ultimatyres launched for new generation cars found in DCM
Daewoo's 'Ceilo'. J.K. Steel radial chosen for Mercedes Benz India. Development of
steel radials for GM's 'Astra'. PAL's 'Peugekot' FIAT's, 'UNO' and M & M's 'Ford'.
Truck tyre 'Jet Trak' - 39 introduced to meet the needs of the heavy load market. The
new tractor rear tyre 'SONA' introduced.

1996 Jet Drive XS, the widest nylon car tyre for Maruti 800 launched. Radial
category, Ultima XR Radial, a terrain tyre introduced. Introduction of India's first and
only H-rated ultima Xs' specially for Mercedes - Benz Cars.

2000 JK Tyre and Indian Oil Corporation entered into a marketing alliance for
installing digital air pressure gauge and setting up sales and services outlets
at IOC petrol stations in India.

2001 RaghupatiSinghania managing director of J K Industries has appointed the

19th Chairman of Automotive Tyre Manufacturers Association.

2002 CRISIL assigned a P1+ rating to the Commercial Paper programme of the
company.

2003 Mr Ajay Kapila appointed as the marketing director. Divested its wholly
owned subsidiary called J.K. Drugs and Pharmaceuticals Ltd to TEVA Pharmaceuticals
of Israel.

2004 securities delisted from Delhi Stock Exchange Association Ltd (DSE).

2007 Name of the Company changed from J K Industries Ltd to JK Tyre&

Industries Ltd.

2008 The company has issued rights in the ratio of 1:3 at a premium of Rs. 75 Per
Share.

2.1.2 LOCATION
The Company is headquartered in New Delhi,Bahadur Shah Zafar Marg. Registered
office is in Kankroli, Rajasthan. Manufacturing plants are located at six centers in India,
located at

Mysore, Karnataka (3)

Banmore, Madhya Pradesh

Kankroli, Rajasthan

Chennai, Tamil Nadu

JK Tyre has also enhanced its global reach by taking over Tornel, a Mexican company,
which has 3 plants in Mexico
2.1.3 Vision
To be amongst the most admired companies in India, committed to excellence
2.1.4Mission
1. Be a Customer Obsessed Company - Customer First 24x7
2. No.1 Tyre Brand in India

10

3. Most profitable Tyre Company in India

4. Motivated and Committed team for excellence in performance
5. Be a Green Company
6. Deliver Enhanced Value to all stakeholders
7. Enhance global presence through Acquisition / JV / Strategic Partnerships

2.1.5 RESEARCH AND DEVELOPMENT

It has an R&D division, Hari Shankar Singhania Elastomer And Tyre Research
Institute (HASETRI) with headquarters atKankroli under the directorship of renowned
scientist, Dr. Mukhopadhyay. It has two more branches: one in Faridabad and one in
Chennai. It is known for its state-of-the-art Finite Element Method, NVH and tyre-testing
capabilities.
This R&D facility is one of its kind in Asia. HASETRI is India's first and foremost
independent Research and Testing Center, which fulfills the Nation's need for developing
newer

and

better

technologies

for

Elastomer

and

Tyres.

It

is

recognized

under SIRO (Scientific and Industrial Research Organization) by the Department of

Scientific and Industrial Research (DSIR), Govt. of India. It is also acknowledged by
the Indian Institute of Technology (IITs) and other universities for registration leading to
higher studies. Apart from the R&D facility there is also a Product Development Cell
present in the Faridabad facility. The Chennai operation is a joint initiative of IIT
Chennai and JK tyres.
2.1.6

Achievements and awards

1.Awarded the 2010 TPM Excellence Award by Japan Institute of Plant Maintenance
(JIPM), in one go for all its manufacturing location.

11

2. The Green Citizen and ISO 14001 certified plants for environmental conservation.
3. JK Tyre Mysore recipient of Golden Peacock Environment Award.
4. Excellence Award For Outstanding Marketing, 2009.
5. JK Tyre wins the National award for excellence in Cost Management, 2009.
6. CII Energy Management Award 2009.
7. CAPEXIL 'Top' Export Award for the year 20082009.
8. CII Water Management Award 2009.
9. Rajasthan Energy Conservation Award-2009.
10. National Energy Conservation Award-2009.
11. JK Tyre- Super Brand 2009-10.Indias first and only TyreSuperbrand ; ranked
among top 100 brands in India and a Power Brand.
12. Manufacturer of Indias largest OTR Tyre VEM 045 40.00-57 68 PR E4 T/L
weighing 3.7 tons and 12 feet high.
13. Hall of Fame- Golden Steering Wheel 2010.
14. CEO of the Year award to Dr. RaghupatiSinghania VC & MD.
15. JK Tyre receives 'Brand of the Year' Award in 2015.
16. Driving motorsport in India for over three decades including rallying, karting,
racing and the much acclaimed international JK Racing Asia Series

12

2.2 INDUSTRY PROFILE

2.2.1 Tyre Manufacture In India
1. ApolloTyres Ltd
Apollo tyres Ltd is the world's 17th biggest tyre manufacturer, with annual
consolidated revenues of Rs 121.5 billion (US$2.5 billion) in 2011. It was founded in
1976. Its first plant was commissioned in Perambra, Thrissur, Kerala. The company now
has four manufacturing units, one in South Africa, two in Zimbabwe and 1 in Netherlands.
[4]

It has a network of over 4,000 dealerships in India, of which over 2,500 are exclusive

outlets.It gets 62.6% of its revenues from India, 27.9% from Europe and 9.5% from Africa.
It is planning to become the 10th biggest tyre manufacturer in the world with annual
revenues of $6 billion by 2016.
On 12 June 2013, it was reported that Apollo Tyres Ltd would buy US-based
Cooper Tire & Rubber Company for about $2.5 billion in a deal that would make it the
world's seventh-largest tyre maker, however the takeover collapsed after legal battles.
2. Balkrishna Industries Limited (BKT)
Balakrishna Industries Limited is a tire manufacturing company based in Mumbai,
India. Balkrishna Industries manufactures off-highway tires used in specialist segments
like mining, earthmoving, agriculture and gardening in five factories located in
Aurangabad, Bhiwadi, Chopanki, Dombivali and Bhuj. In 2013, it was ranked 41st among
the worlds tire makers.

13

Balkrishna Industries is currently an OEM vendor for heavy equipment

manufacturers like JCB (company), John Deere and CNH Industrial. The company
currently enjoys 2% market share of the global off-the-road tyre segment.
Balkrishna Industries predominanStly caters to the replacement market in North
America and Europe. Its North American office is located in Brentwood, Tennessee and it
also has two warehouses, one each in, Wando, South Carolina and Wilmington, California.
About 80 percent of Balkrishna Industries' business in the USA is in the farm market.
SBKT Tires is the official and exclusive tyresponsor for Monster Jam up to 2018.
3. BirlaTyres
Birla tyres a division of Kesoram Industries Limited,was founded in 1991, They
manufacture tyres for automobiles, motorcycles, commercial vehicles, farm vehicles and
heavy earth-moving machinery. They are recognised as one of the best tyre manufacturers
in the business today.Theyhave over 170 sales depots to meet every customer's needs. New
office locations have come up at Shankagiri, Panvel, Secunderabad, Himatnagar and
Siwan.
4.CEAT
CEAT the flagship company of RPG Enterprises, was established in 1958. Its
predecessor CaviElectrici e Affini Torino SpA was established in Italy in 1924. Today,
CEAT is one of Indias tyre manufacturers and has presence in global markets, and has a
capacity of over 95,000+ Tyres per day. CEAT offers tyres to all segments and
manufactures radials for: Heavy-duty Trucks and Buses, Light Commercial Vehicles,
Earthmovers, Forklifts, Tractors, Trailers, Cars, Motorcycles and Scooters as well as Autorickshaws
5.JKTyre& Industries Ltd

14

JK Tyre& Industries Ltd is an AutomotiveTyre, Tubes and flaps manufacturing

company based in Delhi, India. The name JK is derived from the initials of Kamlapatji
(18841937) and his father Seth Juggilal (18571922).It is the Radial tire Leader in India
and is the only tyre manufacturer offering the entire range of 4 wheeler radials for Trucks,
Buses and Cars.JK Tyre has a worldwide customer base in over 80 countries across all 6
continents. It is a part of J. K. Organisation group of Companies. JK Tyre acquired
Mexican tyre major Tornel in 2008. The J.k. organizationis a group of companies with
headquarters in Delhi and run by the Singhania family which rose rose to prominence in
Kanpur, India, under LalaKamlapatji, a fighter for Indian independence who burnt up his
stock of English cloth on the call of Mahatma Gandhi during his call against British rule.
Kamlapatji also set up the Uttar Pradesh Chamber of Commerce.
The name JK is derived from the initials of Kamlapatji (18841937) and his father
Seth Juggilal (18571922). The group was founded in 1918. The group rose in importance
in the 1960s and 1970s when it occupied the third position as an industrial conglomerate
after the Birla and Tata conglomerates. The family is currently divided into three main
groups headed by 3 patriarchs namely Dr Gaur HariSinghania based out of Kanpur,
ShriHari Shankar Singhania based out of Delhi and ShriVijaypatSinghania, based out of
Mumbai. These three patriarchs are first cousins who now run independent businesses.
The Kanpur family runs JK Cements, JK Technosoft, the Delhi family runs, JK
Tyre, JK Papers, JK Lakshmi Cement, Fenner India, JK Risk Managers & Insurance
Brokers and the Mumbai family runs the Raymonds group of companies. To maintain the
family history and legacy, the various family run companies though completely
independent and many publicly owned and listed subscribe to the JK Group Logo and the
oldest male member of the generation in power by tradition becomes the President of the
JK Group ( The Association of Trade unions) and allots the logo to companies run by
various family members as and when the apply for membership and pay an annual fee for
the same. It is pertinent to note that these three different units are technically and legally

15

separate entities and have no cross holdings and have no common directors and employees
except for the shared family history
6.Madras Rubber Factory Limited (abbreviated as MRF)
MRF is a private-sector company, which is the largest manufacturer of tyres in India. It
is headquartered in Chennai, India. The company manufactures rubber products including
tyres, treads, tubes and conveyor belts, paints and toys. MRF also runs the MRF Pace
Foundation, Chennai and MRF Challenge in motorsport.
1. Tyrestyre manufactures various tyres for passenger cars, twowheelers, trucks,
buses, tractors, light commercial vehicles and offtheroad tyres. The major
products include MRF Nylogrip for bikes, MRF ZVTs and MRF Wanderers for cars
and SUVs, MRF Meteor all terrain tyres, MRF Steel Muscle for trucks and buses.
2. Conveyor Belting manufactures its in-house brand of Muscleflex conveyor belts.
3. Pretreads MRF has the most advanced precured retreading system in India. MRF
forayed into retreading in 1970 and manufucturespretreads for tyres.
4. Paints - manufactures polyurethane paint formulations and coats used in
automotive, decorative and industrial applications.
7.Ralson India Limited
Ralson India Limited In 1974, Ralson started its humble beginnings by
manufacturing cycle tyres. As time went by, Ralson grew exponentially in cycle tyre
industry which laid the foundation of its entry into automobile tyre manufacture. Today,
out of the three Ralson plants, two are devoted exclusively to automobile tyres where a
wide range of two/three-wheeler and tractor tyres are manufactured. The journey of Ralson
is marked by a relentless pursuit for quality spearheaded by constant upgradation of
manufacturing technologies.

16

This is how Ralson has been churning out a wide range of finest quality tyres
offering a very high level of customer satisfaction. In fact, Ralsons Research &
Development Centre is the only one in the Indian cycle tyre industry accredited by the
Department of Science & Technology, Government of India. A stringent quality assurance
system and sustained R&D efforts are other cornerstones of the rapid strides made by
brand Ralson. Today, Ralson is market leader in India in bicycle tyres, largest exporter of
bicycle tyres and tubes from India and one of the largest manufacturers of bicycle tyres in
the world. With the successful launch of hi-tech tubeless tyres for motorcycles, Ralson is
gradually carving a notable position for itself in automobile tyre industry also.
A tire (American English) or tyre(British English) is a ring-shaped vehicle
component that covers the wheel's rim to protect it and enable better vehicle performance.
Most tires, such as those for automobiles and bicycles, provide traction between the
vehicle and the road while providing a flexible cushion that absorbs shock.The materials of
modern pneumatic tires are synthetic rubber, natural rubber, fabric and wire, along with
carbon black and other chemical compounds. They consist of a tread and a body.
The tread provides traction while the body provides containment for a quantity of
compressed air. Before rubber was developed, the first versions of tires were simply bands
of metal that fitted around wooden wheels to prevent wear and tear. Early rubber tires were
solid (not pneumatic). Today, the majority of tires are pneumatic inflatable structures,
comprising a doughnut-shaped body of cords and wires encased in rubber and generally
filled with compressed air to form an inflatable cushion. Pneumatic tires are used on many
types of vehicles, including cars, bicycles, motorcycles, buses, trucks, heavy equipment,
and aircraft. Metal tires are still used on locomotives and railcars, and solid rubber (or
other polymer) tires are still used in various non-automotive applications, such as some
casters, carts, lawnmowers, and wheelbarrows.
2.2.2 History
Charles Goodyearinvented vulcanised rubber in 1844 that was later used for tyres.

17

In 1888, John Dunlopinvented the air-filled or pneumatic tyres. These, however,

were for bicycles.
In 1895, Andr Michelin was the first person to use pneumatic tyres on an
automobile. This, however, was not successful.
In 1911, Philip Strauss invented the first successful tyre, which was a combination
tyre and an air-filled inner tube. Strauss' company the Hardman Tire & Rubber Company
marketed the tyres.
In 1903, P.W. Litchfield of the Goodyear Tire Company patented the first tubeless
tyre. However, it was never commercially exploited until the 1954 Packard. In 1904,
mountable rims were introduced that allowed drivers to fix their own flats. In 1908, Frank
Seiberling invented grooved tyres with improved road traction.
In 1910, B.F. Goodrich Company invented tyres with a longer life by adding carbon
to the rubber. Goodrich also invented the first synthetic rubber tyres in 1937 made of a
patented substance called Chemigum. The vulcanization of natural rubber which he
patented in 1844 is credited to Charles Goodyear and Robert William Thomson.
Synthetic rubbers were invented in the laboratories of Bayer in the 1920s. In 1946,
Michelin developed the radial tire method of construction. Michelin had bought the
bankrupt Citron automobile brand in 1934, so it was able to fit this new technology
immediately. Because of its superiority in handling and fuel economy, use of this
technology quickly spread throughout Europe and Asia. In the U.S., the outdated bias-ply
tire construction persisted, with market share of 87% as late as 1967. Delay was caused by
tire and automobile manufacturers in America concerned about transition costs. In 1968,
Consumer Reports, an influential American magazine, acknowledged the superiority of
radial construction, setting off a rapid decline in Michelin's competitor technology. Even in
the U.S., the radial tire now has a market share of 100%.

18

1.Pneumatictyre
John Boyd Dunlop (1840-1921) was a Scottish veterinarian and the recognised inventor of
the first practical pneumatic or inflatable tyre. His patent was for a bicycle tire, granted in
1888. However, Robert William Thomson (1822-1873) invented the actual first
vulcanised rubber pneumatic tyre. He patented his pneumatic tyre in 1845; his invention
worked well but was tocostly to catch on. Dunlop's tire patented in 1888 did, and he rec
eived the most recognition. William Thomson also patented a fountain pen (1849) and a
steam traction engine (1867).
2.2.3 Manufacturing process
Tire plants are traditionally divided into five departments that perform special
operations. These usually act as independent factories within a factory. Large tire makers
may set up independent factories on a single site, or cluster the factories locally across a
region.
1. Compounding and mixing
SBR rubber compound to with chemicals formulations
1. SB Rubber 100 k.g.
2. carbon 220 150 k.g.
3. zinc oxide 20.5 k.g.
4. stearic acid 13.5 k.g.
5. accelerator 11.2 k.g.
6. Oil 33.5 k.g.

19

Compounding is the operation of bringing together all the ingredients required to

mix a batch of rubber compound. Each component has a different mix of ingredients
according to the properties required for that component.Mixing is the process of applying
mechanical work to the ingredients in order to blend them into a homogeneous substance.
Internal mixers are often equipped with two counter-rotating rotors in a large housing that
shear the rubber charge along with the additives. The mixing is done in three or four stages
to incorporate the ingredients in the desired order.
The shearing action generates considerable heat, so both rotors and housing are
water-cooled to maintain a temperature low enough to assure that vulcanization does not
begin.After mixing, the rubber charge is dropped into a chute and fed by an extruding
screw into a roller die. Alternatively, the batch can be dropped onto an open rubber mill
batchoff system. A mill consists of twin counter-rotating rolls, one serrated, that provide
additional mechanical working to the rubber and produce a thick rubber sheet. The sheet is
pulled off the rollers in the form of a strip. The strip is cooled, dusted with talc, and laid
down into a pallet bin.The ideal compound at this point would have a highly uniform
material dispersion; however in practice there is considerable non-uniformity to the
dispersion.
This is due to several causes, including hot and cold spots in the mixer housing and
rotors, excessive rotor clearance, rotor wear, and poorly circulating flow paths. As a result,
there can be a little more carbon black here, and a little less there, along with a few clumps
of carbon black elsewhere, that are not well mixed with the rubber or the additives.Mixers
are often controlled according to the power integration method, where the current flow to
the mixer motor is measured, and the mixing terminated upon reaching a specified total
amount of mix energy imparted to the batch.
2. Component preparation
Components fall into three classes based on manufacturing process: calendering,
extrusion, and bead building.Theextruder machine consists of a screw and barrel, screw

20

drive, heaters, and a die. The extruder applies two conditions pressure. The extruder screw
also provides for additional mixing of the compound through the shearing action of the
screw. The compound is pushed through a die, after which the extruded profile is
vulcanized in a continuous oven, cooled to terminate the vulcanization process, and either
rolled up on a spool or cut to length.
Tire treads are often extruded with four components in a quadraplex extruder, one
with four screws processing four different compounds, usually a base compound, core
compound, tread compound, and wing compound. Extrusion is also used for sidewall
profiles and inner liners.Thecalender is a set of multiple large-diameter rolls that squeeze
rubber compound into a thin sheet, usually of the order of 2 metres wide. Fabric calenders
produce an upper and lower rubber sheet with a layer of fabric in between. Steel calenders
do so with steel cords. Calenders are used to produce body plies and belts. A creel room is
a facility that houses hundreds of fabric or wire spools that are fed into the calender.
Calenders utilize downstream equipment for shearing and splicing calendered components.
3. Tire building
Building is the process of assembling all the components onto a tire building drum.
Tire-building machines (TBM) can be manually operated or fully automatic. Typical TBM
operations include the first-stage operation, where inner liner, body plies, and sidewalls are
wrapped around the drum, the beads are placed, and the assembly turned up over the bead.
In the second stage operation the belt package and tread are applied and the green tire is
inflated and shaped.
All components require splicing. Inner liner and body plies are spliced with a
square-ended overlap. Tread and sidewall are joined with a skived splice, where the joining
ends are bevel-cut. Belts are spliced end to end with no overlap. Splices that are too heavy
or non-symmetrical will generate defects in force variation, balance, or bulge parameters.
Splices that are too light or open can lead to visual defects and in some cases tire failure.

21

The final product of the TBM process is called a green tire, where green refers to the
uncured state.
Pirelli Tire developed a special process called MIRS that uses robots to position
and rotate the building drums under stations that apply the various components, usually via
extrusion and strip winding methods. This permits the equipment to build different tire
sizes in consecutive operations without the need to change tooling or setups. This process
is well suited to small volume production with frequent size changes.
The largest tire makers have internally developed automated tire-assembly
machines in an effort to create competitive advantages in tire construction precision, high
production yield, and reduced labor. Nevertheless there is a large base of machine builders
who produce tire-building machines.
4. Curing

An opened tire mold being cleaned. The deflated rubber bladder is on the central
post.Curing is the process of applying pressure to the green tire in a mold in order to give it
its final shape, and applying heat energy to stimulate the chemical reaction between the
rubber and other materials. In this process the green tire is automatically transferred onto
the lower mold bead seat, a rubber bladder is inserted into the green tire, and the mold
closes while the bladder inflates.

22

As the mold closes and is locked the bladder pressure increases so as to make the
green tire flow into the mold, taking on the tread pattern and sidewall lettering engraved
into the mold. The bladder is filled with a recirculating heat transfer medium, such as
steam, hot water, or inert gas. Temperatures are in the area of 350 degrees Fahrenheit with
pressures around 350 PSI. Passenger tires cure in approximately 16 minutes. At the end of
cure the pressure is bled down, the mold opened, and the tire stripped out of the mold.
The tire may be placed on a PCI, or post-cure inflator, that will hold the tire fully
inflated while it cools. There are two generic curing press types, mechanical and hydraulic.
Mechanical presses hold the mold closed via toggle linkages, while hydraulic presses use
hydraulic oil as the prime mover for machine motion, and lock the mold with a breech-lock
mechanism. Hydraulic presses have emerged as the most cost-effective because the press
structure does not have to withstand the mold-opening pressure and can therefore be
relatively lightweight. There are two generic mold types, two-piece molds and segmental
molds.Large off-road tires are often cured in ovens with cure times approaching 24 hours.
5. Final finish
After the tire has been cured, there are several additional operations. Tire
uniformity measurement is a test where the tire is automatically mounted on wheel halves,
inflated, run against a simulated road surface, and measured for force variation. Tire
balance measurement is a test where the tire is automatically placed on wheel halves,
rotated at a high speed and measured for imbalance.Large commercial truck/bus tires, as
well as some passenger and light truck tires, are inspected by X-ray or magnetic induction
based inspection machines, that can penetrate the rubber to analyze the steel cord
structure.In the final step, tires are inspected by human eyes for numerous visual defects
such as incomplete mold fill, exposed cords, blisters, blemishes, and others.
2.2.4 Contents
1. Inner liner

23

The inner liner is an extrudedhalobutyl rubber sheet compounded with additives

that result in low air permeability. The inner liner assures that the tire will hold highpressure air inside, without the air gradually diffusing through the rubber structure.
2.Body ply
The body ply is a calendered sheet consisting of one layer of rubber, one layer of
reinforcing fabric, and a second layer of rubber. The earliest textile used was cotton; later
materials include rayon, nylon, polyester, and Kevlar. Passenger tires typically have one or
two body plies. Body plies give the tire structure strength. Truck tires, off-road tires, and
aircraft tires have progressively more plies. The fabric cords are highly flexible but
relatively inelastic.
3.Sidewall
Sidewalls are non-reinforced extruded profiles with additives to give the sides of
the tire good abrasion resistance and environmental resistance. Additives used in sidewall
compounds include antioxidants and antiozonants. Sidewall extrusions are nonsymmetrical
and provide a thick rubber area to enable molding of raised letters.The sidewalls give the
tire resistance against the environment. Sidewall plays an important role in strengthening
of tyre.
4.Beads
Beads are bands of high tensile-strength steel wire encased in a rubber compound.
Bead wire is coated with special alloys of bronze or brass. Coatings protect the steel from
corrosion. Copper in the alloy and sulfur in the rubber cross-link to produce copper sulfide,
which improves bonding of the bead to the rubber. Beads are inflexible and inelastic, and
provide the mechanical strength to fit the tire to the wheel. Bead rubber includes additives
to maximize strength and toughness of tyres.
5.Apex

24

The apex is a triangular extruded profile that mates against the bead. The apex
provides a cushion between the rigid bead and the flexible inner liner and body ply
assembly. Alternatively called "filler" (as in the diagram above)
6.Belt package
Belts are calendered sheets consisting of a layer of rubber, a layer of closely spaced
steel cords, and a second layer of rubber. Belts give the tire strength and dent resistance
while allowing it to remain flexible. Passenger tires are usually made with two or three
belts.

7.Tread
The tread is a thick extruded profile that surrounds the tire carcass. Tread
compounds include additives to impart wear resistance and traction in addition to
environmental resistance. Tread compound development is an exercise in compromise, as
hard compounds have long wear characteristics but poor traction whereas soft compounds
have good traction but poor wear characteristics.
8. Cushion gum
Many higher-performing tires include an extruded component between the belt
package and the tread to isolate the tread from mechanical wear from the steel belts.
9.Other components
Tire construction methods vary somewhat in the number and type of components, as well
as the compound formulations for each component, according to the tire use and price
point. Tire makers continuously introduce new materials and construction methods in order
to achieve higher performance at lower cost.

25

10.Materials
1. Natural rubber, or polyisoprene is the basic elastomer used in tire making
2. Styrene-butadiene co-polymer (SBR) is a synthetic rubber which is often
substituted in part for natural rubber based on the comparative raw materials cost
3. Polybutadiene is used in combination with other rubbers because of its low heatbuildup properties
4. Halobutyl rubber is used for the tubeless inner liner compounds, because of its low
air permeability. The halogen atoms provide a bond with the carcass compounds
which are mainly natural rubber. Bromobutyl is superior to chlorobutyl, but is more
expensive
5. Carbon Black, forms a high percentage of the rubber compound. This gives
reinforcement and abrasion resistance
6. Silica, used together with carbon black in high performance tires, as a low heat
build up reinforcement
7. Sulphur crosslinks the rubber molecules in the vulcanization process
8. Vulcanizing Accelerators are complex organic compounds that speed up the
vulcanization
9. Activators assist the vulcanization. The main one is zinc oxide
10. Antioxidants and antiozonants prevent sidewall cracking due to the action of
sunlight and ozone
11. Textile fabric reinforces the carcass of the tire
11.Tyres basics

26

1. Load carrying capacity

2. Cushioning and enveloping
3. Transmit driving and braking torque
4. Cornering force
5. Dimensional stability
6. Resist abrasion
7. Low rolling resistance
8. Provide steering force
9. Minimum noise and minimum road vibration
10. Durable and safe

2.2.5 Maintenance
Tyres that are carefully maintained will last longer than those that are neglected.
There are some avoidable factors that affect tyre life, for which you can depend on the
expert advice of your dealer.
1.Inflation Pressures
Correct inflation pressures are undoubtedly a major consideration in obtaining the
best performance and life from tyres. Deviation from the manufacturer's recommendations
may lead to distinct deterioration inperformance as well as tyre life.

27

When running normally, tyres get hot. The air inside tries to expand, and since it is
unable to do so, the pressure increases. Tyres are designed to accommodate such rises in
temperature. Do not attempt to 'bleed' the air from the hot tyre to reduce the pressure to
cold starting pressures. This simply under-inflates the tyre, which leads to undue heat
generation and can be dangerous.

Incorrect maintenance, particularly under-inflation, may result in serious tyre damage.

2.Replacement of tyres
Determine the following:
Original equipment size.Check the tyre placard in the vehicle or the vehicle owner's
manual for the tyre size recommended by the vehicle manufacturer.Recommended tyre
inflation pressure.This information can be found along with the tyre size.
3.Rim size.
Check the size of the rim on which you will mount the replacement tyre. If the size
has not been stamped on, the rim should be measured.Thetyre fitted as original equipment

28

to a vehicle has been determined by the vehicle manufacturer in conjunction with the tyre
manufacturer, taking all operating factors into account. A change in size, construction or
load and speed rating should only be considered after consulting a tyre professional such as
your dealer.
4.Wheel
Main article: Wheel
Tires are mounted onto wheels that most often have integral rims on their outer
edges to hold the tire. Automotive wheels are typically made from pressed and welded
steel, or a composite of lightweight metal alloys, such as aluminum or magnesium.
These alloy wheels may be either cast or forged. The mounted tire and wheel
assembly is then bolted to the vehicle's hub. A decorative hubcap and trim ring may be
placed over the wheel.
6.Rim
Main article: Rim (wheel)
The beads of the tire are held on the rim, or the "outer edge" of a wheel. These
outer edges are shaped to obtain a proper shape on each side, having a radially cylindrical
inclined inner wall on which the tire can be mounted.
The wheel's rim must be of the proper design and type to hold the bead of the
appropriately sized tire. Tires are mounted on the wheel by forcing its beads into the
channel formed by the wheel's inner and outer rims.
7.Inner tube
Most bicycle tires, many motorcycle tires, and many tires for large vehicles such as
buses, heavy trucks, and tractors are designed for use with inner tubes. Inner tubes are
torus-shaped balloons made from an impermeable material, such as soft, elastic synthetic

29

rubber, to prevent air leakage. The inner tubes are inserted into the tire and inflated to
retain air pressure.Large inner tubes, which are large inflatable toruses, can be re-used for
other purposes, such as swimming and rafting (see swim ring), tubing (recreation),
sledding, and skitching. Purpose-built inflatable toruses are also manufactured for these
uses, offering choice of colors, fabric covering, handles, decks, and other accessories, and
eliminating the protruding valve stem.

CHAPTER III REVIEW OF LITERATURE

3.1 THEORITICAL REVIEW

30

Heres how 21 expert define CRM.

1.

A way to identify, acquire, and retain customers, a business greatest asset. Siebel

2.

A widely implemented model for managing a companys interactions with

customers, clients, and sales prospects. Wikepedia

3.

An enterprisewide business strategy designed to optimize profitability, revenue and

customer satisfaction by organizing the enterprise around customer segments,
fostering customer-satisfying behaviors and linking processes from customers
through suppliers Gartner

4.

An application used to automate sales and marketing functions and to manage sales
and service activities in an organization. Microsoft

5.

A business strategy directed to understand, anticipate and respond to the needs of

an enterprises current and potential customers in order to grow the relationship
value. CRM Forecast

6.

A strategy used to learn more about customers needs and behaviors in order to
develop stronger relationships with them. CIO

7.

An information industry term for methodologies, software, and usually Internet

capabilities that help an enterprise manage customer relationships in an organized
way. MariosAlexandrou

8.

A comprehensive business model for increasing revenues and profits by focusing

on customers. Martin Walsh

9.

The belief that customers should feel like a VIP every time they communicate with
your company. Jennifer Carnie, Customer Systems

10. A management philosophy according to which a companys goals can be best

achieved through identification and satisfaction of the customers stated and unstated
needs and wants. Business Dictionary (1 of 2)
11. A computerized system for identifying, targeting, acquiring, and retaining the best
mix of customers. Business Dictionary (2 of 2)
12. A business process of understanding, collecting and managing all of the
information in a business environment relating to a customer. The goal of CRM is to

31

more effectively communicate with customers and improve customer relationships

over time. James Wong, Avidian Technologies
13. The processes, software, and systems that help an enterprise manage its
relationships with prospects, customers, distribution channels, call centers, and
suppliers. Complete CRM Solution
14. A person you have dealings with on a professional basis. A relationship as how you
interact with someone, your view of them, their view of you and how this affects the
way you deal with each other. Being in control of your customer relationships,
defining them, steering them in the direction you decide. Bluesoft
15. A combination of software and a customized software process to help companies
gain a competitive advantage in either sales, marketing or customer service.
MondoCRM
16. The aggregation of customer-centric strategies which drive new functional activity
not only for sales, marketing and service, but often back office functions such as
accounting, production, and shipping which demand reengineered work processes
for everyone affected which require technology support to implement. Unknown

3.2 ANALYTICAL REVIEW

The purpose of a business is to create and keep a customer.
This succinct truth from Peter Drucker in The Practice of Management (1954) is a
apt and insightful definition of CRM (Customer Relationship Management). But a lot has
changed. CRM now involves technology, software, inbound and outbound marketing, lead

32

acquisition, databases, multiple touch points, multi-channel marketing, enterprise solutions

and social media.

CHAPTER IV ANALYSIS AND INTERPRETATION

4.1RESEARCH METHODOLOGY:

33

Research Methodology is a way to systematically solve the problem by applying

various research techniques along with the logic behind the problem.
4.1.1 Research design
Research design is the arrangement of conditions for collection and analysis of
datain a manner that aims to combine relevance to the research purpose.The research
design adopted for this study is Descriptive Research Design. Descriptive research includes
survey and fact-finding enquiries of different kinds. The major purpose of descriptive
research is descriptive of the state of affairs, as it exists as present.
The main characteristic of this method is that researcher has to control over the
variables, he can only report what has happened or what is happening.
4.1.2 Sampling Technique:
The sampling technique is used in this study convenience sampling. This method of
sampling involves selecting the sample element using some convenient method without
going rigor of the sampling method. The researcher may make use of any convenient base
to select the require number of samples.
4.1.3 Sources of data:
The study was conducted by the both primary and secondary data source. However,
the study was relied on the primary data for the analysis.
1. Primary Data:
Primary source of data is obtained by the researcher from the respondent which has
not been collected previously. Primary Data are firsthand information collected through
various methods such as observation and interviewing. The Primary Data was collected
through questionnaire by surveying the mentioned sample unit
2 Secondary Data:

34

The secondary Data, on the other hand are those which have been collected by
someone else and passed through the statistical process.
The researcher collected secondary data through the company journals, magazine,
books and related websites.
4.1.4 Research Instrument:
Questionnaire is used as a research instrument in the study. Primary Data is
collected through questionnaire.
4.1.5 Population:
Population is totality of all observation of statistical enquiry. The total population
of study at JK TYRES AND INDUSTRIES LTD.
4.1.6 Sample Size:
The number of observation included in sample is called ample size. The researcher fixed
the sample size a 100 for this study.
4.1.7 Tools for Analysis:
The collected data was analyzed by using the tools given below:
1. Percentage Analysis.
2. Chi-Square Test.
1. Percentage Analysis:
Percentage is used in making comparison between two or more series of data.
Percentages are used in to describe relationship it can be used to compare in relative terms
the distribution of two or more series of data.
Percentage Analysis= (No.of Respondents / Total No.of Respondents)*100
2.Chi-Square Test:

35

Chi-Squaretest is an important test among the several test of significance. It is a

statistical measure used in the context of sampling analysis for comparing avariance to a
theoretical variance.
Chi-square enables to explain whether or attributes are associated. Chi-Square is
calculated as follows.
Chi-Square Test = (O-E) 2 / E
Chi-Square table: By comparing the relationship between Responsiveness of employees
and communication.
H0:There is no significant relationship between the Responsiveness of employees and
communication.
H1: There is significant relationship between the Responsiveness of employees and
communication.

4.2 DATA ANALYSIS AND INTERPRETATION:

Introduction:

36

The data collected through the various sources was converted into readable form
through the process of classification, arrangement and presentation of data.
The data was tabulated and analyzed for logical statements using samples statistically
method percentage analysis and weighted average method.
Percentage Analysis:
Percentage is used in making comparison between two or more series of data.
Percentages are used in to describe relationship it can be used to compare in relative terms
the distribution of two or more series of data.
Percentage analysis = (No. of Respondents/Total no. of Respondents)*100;

Table no: 4.1.1

Age

37

Options

No of respondents

Percentage

22 31

11

11

32 41

44

44

42 51

35

35

Above 51

10

10

Total

100

100

Source: Primary Data (Question No.1)

Inference
It is inferred from the above table that 11% of the respondents are 22 - 31, 44 %
of the respondents are between 32 - 41, 35% of the respondents are 42 51, 10% of the
respondents are above 51.

Chart No: 4.1.1

Age

38

100
90
80
70
60

Percentage

50
40
30
20
10
0
22-31

32-41

42-51

Above 51

Age

Table no: 4.2.2

Qualification
Options

No of respondents

Percentage

39

Up to higher secondary

10

10

Diploma

25

25

Degree

35

35

Technical

20

20

Others

10

10

Total

100

100

Source : Primary Data(Question No.2)

Inference
It is inferred from the above table that 10% of the respondents are up to higher
secondary, 25 % of the respondents are diploma and 35% of the respondents are degree,
20% & 10% of respondents are technical & others.

Chart no: 4.2.2

Qualification

40

the
rs
O

al
Te
ch
nic

De
gr
ee

Up

to

hig
he
r

se
co
nd
ar
y

Percentage

Di
plo
ma

100
90
80
70
60
50
40
30
20
10
0

Qualification

Table no: 4.2.3

Experience
Options

No of respondents

Percentage

41

Up to 3 years

10

10

4-11 years

47

47

8-11 years

23

23

Above 12 years

20

20

100

100

Total

Source: Primary Data(Question No.3)

Inference
It is inferred from the above table that 10 % of the respondents are below up to
3 years, 47 % of the respondents are 4-11 years, 23% of the respondents are 8-11 years,
and 20% of the respondents are above12 years.

Chart no: 4.2.3

Experience

42

100
90
80
70
60

Percentage

50
40
30
20
10
0

up to 3 years

4-11 years

8-11 years

above 12 years

Experience

Table no: 4.2.4

Satisfaction level Wage & salary
Options

No of respondents

Percentage

Highly satisfied

16

16

43

Satisfied

50

50

Neutral

24

24

Not satisfied

10

10

Total

100

100

Source: Primary Data(Question No.4)

Inference
It is inferred from the above table that 16% of the respondents are highly
satisfied for wage & salary, 50 % of the respondents are satisfied for wage & salary, 24%
of the respondents are Neutral,10% of the respondents are not satisfied for wage and salary
.

Chart no: 4.2.4

Satisfaction level Wage & salary

44

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied

Satisfied

Neutral

Not satisfied

Work & salary

Table no: 4.2.5

Provident Fun
Options

No of respondents

Percentage

Highly satisfied

25

25

45

Satisfied

45

45

Neutral

15

15

Not satisfied

15

15

100

100

Total

Source: Primary Data(Question No.5)

Inference
It is inferred from the above table that 25% of the respondents about PF in this
JK tyre is highly satisfied, 45 % of the respondents satisfied, 15% of the respondents are
neutral, 15% of the respondents are dissatisfied .

Table no: 4.2.5

Provident Fund

46

100
90
80
70
60

Percentage

50
40
30
20
10
0

Highly satisfied

Satisfied

Neutral

Not satisfied

PF

Table no: 6
Leave Benefits
Options

No of respondents

Percentage

47

Highly satisfied

Satisfied

30

30

Neutral

55

55

Not satisfied

10

10

100

100

Total

Source: Primary Data(Question No.6)

Inference
It is inferred from the above table that 5% of the respondents are highly satisfied
for leave benefit, 30 % of the respondents are satisfied for leave benefit, 55% of the
respondents are Neutral,10% of the respondents are not satisfied for leave benefit

Chart no: 6
Leave Benefits

48

100
90
80
70
60

Percentage

50
40
30
20
10
0

Highly satisfied

Satisfied

Neutral

Not satisfied

Leave benefits
.

Table no: 7
Promotion
Options

No of respondents

Percentage

49

Highly Satisfied

20

20

Satisfied

15

15

Neutral

60

60

Dissatisfied

Total

100

100

Source: Primary Data(Question No.7)

Inference
It is inferred from the above table that 20 % of the respondents about promotion
given by the management is highly satisfied, 15 % of the respondents satisfied, 60 % of the
respondents are neutral, 5 % of the respondents are dissatisfied.

Chart no:4.2. 7
Promotion

50

100
90
80
70
60

Percentage

50
40
30
20
10
0

highly satisfied

Satisfied
promotion

Table no: 4.2.8

Increment

Neutral

Dissatisfied

51

Options

No of respondents

Percentage

Highly Satisfied

20

20

Satisfied

48

48

Neutral

20

20

Dissatisfied

12

12

Total

100

100

Source: Primary Data(Question No.8)

Inference
It is inferred from the above table that 20 % of the respondents about increment
provide by the management is highly satisfied, 48 % of the respondents satisfied, 20 % of
the respondents are neutral, 12% of the respondents are dissatisfied .

Chart no: 4.2.8

Increment

52

100
90
80
70
60

Percentage

50
40
30
20
10
0

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Increment

Table no: 4.2.9

Overtime
Options

No of respondents

Percentage

53

Highly Satisfied

Satisfied

60

60

Neutral

30

30

Dissatisfied

Total

100

100

Source: Primary Data(Question No.9)

Inference
It is inferred from the above table that 5 % of the respondents about overtime
handling procedure followed by the management is highly satisfied, 60 % of the
respondents satisfied, 30 % of the respondents are neutral, 5 % of the respondents are
dissatisfied.

Chart no: 4.2.9

Overtime

54

100
90
80
70
60

Percentage

50
40
30
20
10
0

Highly satisfied

satisfied

Neutral

Dissatisfied

Overtime

Table no: 4.2.10

Bonus
Options

No of respondents

Percentage

55

Highly Satisfied

20

20

Satisfied

55

55

Neutral

15

15

Dissatisfied

10

10

Total

100

100

Source: Primary Data(Question No.10)

Inference
It is inferred from the above table that 20 % of the respondents about bonus is
highly satisfied, 55 % of the respondents satisfied, 15% of the respondents are neutral,10%
of the respondents are dissatisfaction .

Chart no:4.2.10
Bonus

56

100
90
80
70
60

Pwercentage

50
40
30
20
10
0

Highly satisfied

satisfied

Neutral

Dissatisfied

Bonus

Table no: 4.2.11

Satisfaction level in training
Options

No of respondents

Percentage

57

Highly Satisfied

32

32

Satisfied

10

10

Neutral

50

50

Dissatisfied

Total

100

100

Source : Primary Data(Question No.11)

Inference
It is inferred from the above table that 32 % of the respondents about
satisfaction level in training is highly satisfied, 10 % of the respondents satisfied, 50 % of
the respondents are neutral, 8 % of the respondents are dissatisfied.

Chart no: 4.2.11

Satisfaction level in training

58

100
90
80
70
60

Percentage

50
40
30
20
10
0

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Work Load

Table no: 4.2.12

Present working condition
Options

No of respondents

Percentage

59

Yes

74

74

No

26

26

Total

100

100

Source : Primary Data(Question No.12)

Inference
It is inferred from the above table that 74 % of the respondents about present
working condition are yes, 26 % of the respondents are no.

Chart no: 4.2.12

Present working condition

60

100
90
80
70
60

Percentage

50
40
30
20
10
0

yes

no
Working condition

Table no: 4.2.13

Needs satisfaction
Options

No of respondents

Percentage

61

Yes

75

75

No

25

25

Total

100

100

Source : Primary Data(Question No.13)

Inference
It is inferred from the above table that 75 % of the respondents about employee
satisfactions are yes, 25 % of the respondents are no.

Chart no: 4.2.13

Needs satisfaction

62

100
90
80
70
60

Percentage

50
40
30
20
10
0

Yes

No
needs satisfaction

Table no:4.2.14
Communication
Options

No of respondents

Percentage

63

Yes

80

80

No

20

20

Total

100

100

Source : Primary Data(Question No.14)

Inference
It is inferred from the above table that 80 % of the respondents about the
communication of the employee and the management says the yes, 20
respondents are no.

Chart no:4.2.14
Communication

% of the

64

100
90
80
70
60

Percentage

50
40
30
20
10
0

Yes

No
Communication

Table no: 4.2.15

Relationship for employee performance
Options

No of respondents

Percentage

65

Yes

60

60

No

40

40

Total

100

100

Source : Primary Data(Question No.15)

Inference
It is inferred from the above table that 60 % of the respondents about the employee
performance are yes, 40 % of the respondents are no.

Chart no: 4.2.15

Relationship for employee performance

66

100
90
80
70
60

Percentage

50
40
30
20
10
0

Yes

No

Relationship for employees

Table no:4.2.16
Service satisfaction
Options

No of respondents

Percentage

67

Highly satisfied

20

20

Satisfied

40

40

Dissatisfied

10

10

Neutral

20

20

Very dissatisfied

10

10

Total

100

100

Source: Primary Data(Question No.16)

Inference:
It is inferred from the above table that 20 % of the respondents about satisfaction of
the service is highly satisfied, 40 % of the respondents satisfied, 10 % of the respondents
dissatisfied, 20% of the respondents are neutral, 10 % of the respondents are very
dissatisfied.

Table no:4.2.16
Service satisfaction

68

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly Satisfied

Satisfied

Dissatisfied

Neutral

Very dissatisfied

service satisfaction

Table no: 4.2.17

Pricing of JK tyre
Options

No of respondents

Percentage

69

Highly satisfied

satisfied

45

45

Dissatisfied

15

15

Neutral

25

25

Very dissatisfied

10

10

Total

100

100

Source: Primary Data(Question No.17)

Inference
It is inferred from the above table that 5 % of the respondents about pricing of jk
tyre is highly satisfied, 45 % of the respondents satisfied, 15 % of the respondents
dissatisfied, 25 % of the respondents are neutral, 10 % of the respondents are very
dissatisfied.

Chart no: 4.2.17

Pricing of JK tyre

70

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied

Satisfied

Dissatisfied

Neutral

Very dissatisfied

Pricing of JK Tyre

Table no: 4.2.18

Perception
Options

No of respondents

Percentage

71

Highly satisfied

satisfied

50

50

Dissatisfied

Neutral

32

32

Very dissatisfied

Total

100

100

Source: Primary Data(Question No.18)

Inference
It is inferred from the above table that 5 % of the respondents about perception
usage of jk tyre is highly satisfied, 50 % of the respondents satisfied, 5 % of the
respondents dissatisfied, 32 % of the respondents are neutral, 8 % of the respondents are
very dissatisfied.

Chart no: 4.2.18

Perception

72

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied

Satisfied

Dissatisfied
Perception

Table no: 4.2.19

Recommended to a friend or relatives

Neutral

Very dissatisfied

73

Options

No of respondents

Percentage

Yes

62

62

No

38

38

Total

100

100

Source : Primary Data(Question No.19)

Inference
It is inferred from the above table that 62 % of the respondents about the
recommended to a friend or relatives are yes, 38 % of the respondents are no.

Chart no: 4.2.19

Recommended to a friend or relatives

74

100
90
80
70
60
Percentage

50
40
30
20
10
0
yes

No
Reccomending

Table no: 4.2.20

Influenced to buy
Options

No of respondents

Percentage

75

Pricing

20

20

Brand image

45

45

Performance

35

35

Total

100

100

Source: Primary Data(Question No.20)

Inference
It is inferred from the above table that 20 % of the respondents about influenced
factor of pricing,45% of the respondents of brand image,35% of the performance.

Chart no: 4.2.20

Influenced to buy

76

100
90
80
70
60
Percentage

50
40
30
20
10
0
Pricing

Brand image
Infuencing to buy

Performance

77

Table no: 4.2.21

Influenced you to purchase
Options

No of respondents

Percentage

Myself

40

40

Family members

25

25

Friends

22

22

Relatives

13

13

Total

100

100

Source: Primary Data(Question No.21)

Inference
It is inferred from the above table that 40 % of the respondents about influenced
you to purchase jk tyre,25% ofthe respondents about influenced you to purchase
myself,22% ofthe respondents about influenced you to purchase friends,13% ofthe
respondents about influenced you to purchase relatives.

Chart no: 4.2.21

78

Influenced you to purchase

100
90
80
70
60
Percentage

50
40
30
20
10
0
Myself

family members
who influenced

Table no: 4.2.22

Friends

Relatives

79

Good value of money

Options

No of respondents

Percentage

Yes

68

68

No

32

32

Total

100

100

Source: Primary Data(Question No.22)

Inference
It is inferred from the above table that 68 % of the respondents about good value of
money is yes,32% of the respondents no.
.

Chart no: 4.2.22

Good value of money

80

100
90
80
70
60
Percentagee

50
40
30
20
10
0
Yes

no
Good value of money

Table: 4.2.23
Considerable Competitor

81

Options

No of respondents

Percentage

MRF

40

40

CEAT

30

30

APOLLO

20

20

OTHERS

10

10

Total

100

100

Source: Primary Data(Question No.23)

Inference
It is inferred from the above table that 40 % of the respondents about mrf are
considerable competitors,30 % of the respondents about ceat,20% of the respondents about
Apollo,10% of the respondents are others.

Table: 4.2.23
Considerable Competitor

82

100
90
80
70
60
percentage

50
40
30
20
10
0
MRF

CEAT

APOLLO

OTHERS

competitor

Table: 4.2.24
Service on time
Options

No of respondents

Percentage

83

Yes

65

65

No

35

35

Total

100

100

Source: Primary Data(Question No.24)

Inference
It is inferred from the above table that 65 % of the respondents about service on
time is yes, 35% of the respondents no.

Table: 4.2.24
Service on time

84

100
90
80
70
60
Percentage

50
40
30
20
10
0
yes

No
service on time

Table: 4.2.25
Customer value

85

Options

No of respondents

Percentage

Highly satisfied

10

10

Satisfied

40

40

Dissatisfied

10

10

Neutral

35

35

Very dissatisfied

Total

100

100

Source: Primary Data(Question No.25)

Inference
It is inferred from the above table that 10 % of the respondents about customer
value is highly satisfied, 40 % of the respondents satisfied, 10 % of the respondents
dissatisfied, 35 % of the respondents are neutral, 5 % of the respondents are very
dissatisfied.

Table: 4.2.25
Customer value

86

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied satisfied

Dissatisfied
Customer value

Neutral Very dissatisfied

87

Table: 4.2.26
Responsiveness of employees
Options

No of respondents

Percentage

Highly satisfied

15

15

Satisfied

10

10

Dissatisfied

40

40

Neutral

30

30

Very dissatisfied

Total

100

100

Source: Primary Data(Question No.26)

Inference
It is inferred from the above table that 15 % of the respondents about
responsiveness of employees is highly satisfied, 10 % of the respondents satisfied, 40 % of
the respondents dissatisfied, 30 % of the respondents are neutral, 5 % of the respondents
are very dissatisfied.

Table: 4.2.26
Responsiveness of employees

88

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied Satisfied

Dissatisfied

Neutral Very dissatisfied

Responsiveness of employees

Table: 4.2.27
Commitment of organization

89

Options

No of respondents

Percentage

Highly satisfied

13

13

Satisfied

20

20

Dissatisfied

47

47

Neutral

10

10

Very dissatisfied

10

10

Total

100

100

Source: Primary Data(Question No.27)

Inference
It is inferred from the above table that 13 % of the respondents about commitment
of organization is highly satisfied, 20 % of the respondents satisfied, 47 % of the
respondents dissatisfied, 10 % of the respondents are neutral, 10 % of the respondents are
very dissatisfied.

Table: 4.2.27
Commitment of organization

90

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied Satisfied

Dissatisfied

Neutral Very dissatisfied

Commitment of organization

Table: 4.2.28
Satisfaction of communication
Options

No of respondents

Percentage

91

Highly satisfied

17

17

Satisfied

15

15

Dissatisfied

53

53

Neutral

10

10

Very dissatisfied

Total

100

100

Source: Primary Data(Question No.28)

Inference
It is inferred from the above table that 17 % of the respondents about satisfaction of
communication is highly satisfied, 15 % of the respondents satisfied, 53 % of the
respondents dissatisfied, 10 % of the respondents are neutral, 5 % of the respondents are
very dissatisfied.

Table: 4.2.28
Satisfaction of communication

92

100
90
80
70
60
Percentage

50
40
30
20
10
0
Highly satisfied Satisfied

Dissatisfied

Neutral Very dissatisfied

satisfaction of communication

Chi square Test

Relationship between Responsiveness of employees and communication.
Null hypothesis (H0):

93

There is no significant relationship between Responsiveness of employees

and communication of JK tyre operation
Alternative hypothesis (H1):
There is relationship between Responsiveness of employees and
communication of JK tyre operation.
Level of significance :
95% confident interval.

highly

satisfie

dissatisfie

satisfie

neutral

very

total

dissatisfie

highly

15

satisfied
Satisfied
dissatisfie

2
3

2
5

3
25

2
4

1
3

10
40

d
Neutral
very

2
1

5
4

16
0

1
0

6
0

30
5

13

20

47

10

10

100

dissatisfie
d
Total

Oi

Ei
Oi
5
4
3

Oi-ei
Ei
1.95
3
7.05

oi-ei
3.05
1
-4.05

Oi-ei^2
oi-ei^2
9.3025
1
16.4025

Oi-ei^2/ei
Oi-ei^2/ei
4.770513
0.333333
2.326596

94

3
0
2
2
3
2
1
3
5
25
4
3
2
5
16
1
6
1
4
0
0

1.5
1.5
1.3
2
4.7
1
1
5.2
8
18.8
4
4
3.9
6
14.1
3
3
0.65
1
2.35
0.5

1.5
-1.5
0.7
0
-1.7
1
0
-2.2
-3
6.2
0
-1
-1.9
-1
1.9
-2
3
0.35
3
-2.35
-0.5

2.25
2.25
0.49
0
2.89
1
0
4.84
9
38.44
0
1
3.61
1
3.61
4
9
0.1225
9
5.5225
0.25

1.5
1.5
0.376923
0
0.614894
1
0
0.930769
1.125
2.044681
0
0.25
0.925641
0.166667
0.256028
1.333333
3
0.188462
9
2.35
0.5

34.9928

Therefore,

Cv

4
26.2962

Tv

Calculated Value is greater than table value

INFERENCE:
As the calculated value is more than the tabulated value. Null hypothesis is
rejected. Hence the alternative is accepted.

95

Thus H1 is accepted so the result is there is relationship between Responsiveness of

employees and communication of JK tyre operation.

CHAPTER - V CONCLUSION

5.1. FINDINGS
1. 44% of customers are between the age of 32-41 and 10% of customers are above
50.
2. 35% of employees education qualifications are degree and 10%of customers are
others.
3. 47% of employees experience is between 4-11 years and 10% are up to 34 years.
4. 50% of employees satisfaction level of wage & salary is satisfied and 10% are not
satisfied.

96

5. 45% of employees satisfaction level of Provident Fund is satisfied and 15 % are

not satisfied.
6. 55% of employees satisfaction level of leave benefit is satisfied and 5% are not
satisfied.
7. 60% of employees satisfaction level of promotion is satisfied and 5% are not
satisfied.
8. 48% of employees satisfaction level of increment is satisfied and 12% are not
satisfied.
9. 60% of employees satisfaction level of overtime is satisfied and 5% are not
satisfied.
10. 55% of employees satisfaction level of bonus is satisfied and 10% are not
satisfied.
11. 50% of employees satisfaction level of training is satisfied and 10% are not
satisfied.
12. 74% of employees satisfaction level of present working condition is says yes and
26% are no.
13. 75% of employees satisfaction level of needs is says yes and 25% are no.
14. 80% of employees communication level are says yes and 20% are no.
15. 60% of relationship of employee performance are says yes and 40% are no.
16. 40% of service satisfactions of employees are satisfied and 10% are very
dissatisfied.
17. 45% of pricing of J.K tyre for customers are satisfied and 10% are highly satisfied.
18. 50% of perceptions of customer are satisfied and 5% are highly satisfied.
19. 62% of customer recommend to friends or relatives is says yes and 38% are no.
20. 45% of customer influenced to buy are brand image and 20% are pricing.
21. 40% of customers influenced to purchase are myself and 13% are relatives.
22. 68% of customers feel good value for money are says yes and 31% are no.
23. 40% of considerable competitors are says MRF and 10% are other.
24. 65% of customer feel service on time are says yes and 35% are no.
25. 40% of customer values are satisfied and 5% are dissatisfied.
26. 40% of responsiveness of employee is dissatisfied and 5% are very dissatisfied.
27. 47% of commitment of organization is dissatisfied and 10% are neutral.
28. 53% of satisfaction of communication is dissatisfied and 5% are very dissatisfied.

97

5.2. SUGGESSTIONS
1. Company can take necessary steps to improve the employee satisfaction level. like
wage & salary, increment etc.
2. The company can adjust the shift system according to employee opinion.
3. Organization can maintain the provident fund for improving the employee
satisfaction level.
4. The bonus provide by this company is not fair so the organization can give better
way of bonus to employees.
5. The company may also concentrate employees training for improving the
employees growth.
6. The company has to improve the customer satisfaction towards reducing the price.
7. Door delivery can be adopted to retain and satisfy the customers.
8. There should be a effective communication between employee and customer to
retain them.

98

5.3 CONCLUSIONS
The study on Customer Relationship Management at JK TYRES & INDUSTRIES
LTD at COIMBATORE. It is conclude that maintaining customer relationship is very
important for the success of the organisation. As per the present study organisations are
maintaining a good relationship with their customer. In order to acquire and retains the
existing customers the company can adopt new technologies to face the competitions and
their business growth advancement.

99

APPENDIX
QUESTIONNAIRE
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN JK TYRES &
INDUSTRIESAT COIMBATORE.
Based on Employee:
1.

Name:
Age Group:
A) 22-31years

C) 42-51years

B) 32-41years

D) Above 52

Qualification:
A) Upto higher secondary

D) Technical

B) Diploma

E) others (specify)

C) Degree
Year of Experience:
A)

Upto 3 years

C)

B)

4-7 years

D) 12 and above

2.

8-11 years

Give your satisfaction level for the following

Parameters
Wage
and
salary
PF
Leave Benefits
Promotion
Increment
Overtime
Bonus

Highly
satisfied

Satisfied

Neutral

Not satisfied

100

3.

4.

Are you satisfied with the training given in the organization

A)

Highly Satisfied

B) Satisfied

C)

Neutral

D) Dissatisfied

Are you satisfied with present Working Condition

Yes

5.

Are your needs are satisfied by the management

Yes

6.

No

Are you satisfied with the communication that exist between employee and
theManagement.
Yes

7.

No

No

Maintaining a good relationship is important for Employee Performance

Yes

No

101

102

QUESTIONNAIRE
Based on Customers:
1

Are you satisfied with our service

a Highly satisfied
b Satisfied
c Dissatisfied
d Neutral
e Very dissatisfied

How do you feel the pricing of JK tyre

a Highly satisfied
b Satisfied
c Dissatisfied
d Neutral
e Very dissatisfied

Whats your perception about Usage of JK Tyre

a Highly satisfied
b Satisfied
c Dissatisfied
d Neutral
e Very dissatisfied
Do you recommend JK Tyre to your friend and relative
a Yes
b No
What influenced to buy JK Tyre
a Pricing
b Brand Image
c Performance
Who influenced you to purchase JK Tyre
a Myself
b Family Members
c Friends
d Relatives

4
5

7
8

Do you feel that JK Tyre Products give good value for your money
a Yes
b No
Who is the highly considerable competitor for JK Tyre

103

a MRF
b CEAT
c APOLLO
d OTHERS
Does the company inform you about the new services/changes in the service on
time?
a. Yes
b. No

10. Whether JK tyres has improved customer value as it understand what

exactly the customer value?
a
b
c
d
e

Highly satisfied
Satisfied
Dissatisfied
Neutral
Very dissatisfied

11. Are you satisfied with responsiveness of employees?

a. Highly satisfied
b. Satisfied
c. Dissatisfied
d. Neutral
e. Very dissatisfied
12. Are you satisfied with commitment of the organization?
a. Highly satisfied
b. Satisfied
c. Dissatisfied
d. Neutral
e. Very dissatisfied
13. Do you satisfied with the communication of JK tyre operation?
a. Highly satisfied
b. Satisfied

104

c. Dissatisfied
d. Neutral
e. Very dissatisfied

105

REFERENCE
Reference Book
G.Shainesh, Jagdish, N.Sheth, (2005) Customer Relationship Management
Strategic Perspective Macmillan .
H. Peeru Mohamed and A. Sahadevan, (2005)
Management, Vikas Publishing.
.
Website
www.jktyre.com
www.crm.com
www.crm.info.com

Customer Relationship