Final Gowtham Project
Final Gowtham Project
Final Gowtham Project
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.
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.
4.
Public
(BSE: 530007)
Industry
Founded
1974
Founder
LalaJuggilalSinghania
LalaKamlapatSinghania
Hari Shankar Singhania
Headquarters
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
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.
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.
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.
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).
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
Kankroli, Rajasthan
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
and
better
technologies
for
Elastomer
and
Tyres.
It
is
recognized
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
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
14
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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.
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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.
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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.
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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
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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.
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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
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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.
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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.
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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
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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.
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A way to identify, acquire, and retain customers, a business greatest asset. Siebel
2.
3.
4.
An application used to automate sales and marketing functions and to manage sales
and service activities in an organization. Microsoft
5.
6.
A strategy used to learn more about customers needs and behaviors in order to
develop stronger relationships with them. CIO
7.
8.
9.
The belief that customers should feel like a VIP every time they communicate with
your company. Jennifer Carnie, Customer Systems
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4.1RESEARCH METHODOLOGY:
33
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
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;
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
38
100
90
80
70
60
Percentage
50
40
30
20
10
0
22-31
32-41
42-51
Above 51
Age
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
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
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
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
No of respondents
Percentage
Highly satisfied
16
16
43
Satisfied
50
50
Neutral
24
24
Not satisfied
10
10
Total
100
100
44
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied
Satisfied
Neutral
Not satisfied
No of respondents
Percentage
Highly satisfied
25
25
45
Satisfied
45
45
Neutral
15
15
Not satisfied
15
15
100
100
Total
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 .
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
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
Chart no:4.2. 7
Promotion
50
100
90
80
70
60
Percentage
50
40
30
20
10
0
highly satisfied
Satisfied
promotion
Neutral
Dissatisfied
51
Options
No of respondents
Percentage
Highly Satisfied
20
20
Satisfied
48
48
Neutral
20
20
Dissatisfied
12
12
Total
100
100
52
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Increment
No of respondents
Percentage
53
Highly Satisfied
Satisfied
60
60
Neutral
30
30
Dissatisfied
Total
100
100
54
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied
satisfied
Neutral
Dissatisfied
Overtime
No of respondents
Percentage
55
Highly Satisfied
20
20
Satisfied
55
55
Neutral
15
15
Dissatisfied
10
10
Total
100
100
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
No of respondents
Percentage
57
Highly Satisfied
32
32
Satisfied
10
10
Neutral
50
50
Dissatisfied
Total
100
100
58
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly Satisfied
Satisfied
Neutral
Dissatisfied
Work Load
No of respondents
Percentage
59
Yes
74
74
No
26
26
Total
100
100
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.
60
100
90
80
70
60
Percentage
50
40
30
20
10
0
yes
no
Working condition
No of respondents
Percentage
61
Yes
75
75
No
25
25
Total
100
100
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
Chart no:4.2.14
Communication
% of the
64
100
90
80
70
60
Percentage
50
40
30
20
10
0
Yes
No
Communication
No of respondents
Percentage
65
Yes
60
60
No
40
40
Total
100
100
66
100
90
80
70
60
Percentage
50
40
30
20
10
0
Yes
No
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
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
No of respondents
Percentage
69
Highly satisfied
satisfied
45
45
Dissatisfied
15
15
Neutral
25
25
Very dissatisfied
10
10
Total
100
100
70
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied
Satisfied
Dissatisfied
Neutral
Very dissatisfied
Pricing of JK Tyre
No of respondents
Percentage
71
Highly satisfied
satisfied
50
50
Dissatisfied
Neutral
32
32
Very dissatisfied
Total
100
100
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.
72
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied
Satisfied
Dissatisfied
Perception
Neutral
Very dissatisfied
73
Options
No of respondents
Percentage
Yes
62
62
No
38
38
Total
100
100
74
100
90
80
70
60
Percentage
50
40
30
20
10
0
yes
No
Reccomending
No of respondents
Percentage
75
Pricing
20
20
Brand image
45
45
Performance
35
35
Total
100
100
76
100
90
80
70
60
Percentage
50
40
30
20
10
0
Pricing
Brand image
Infuencing to buy
Performance
77
No of respondents
Percentage
Myself
40
40
Family members
25
25
Friends
22
22
Relatives
13
13
Total
100
100
78
100
90
80
70
60
Percentage
50
40
30
20
10
0
Myself
family members
who influenced
Friends
Relatives
79
No of respondents
Percentage
Yes
68
68
No
32
32
Total
100
100
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
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
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
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
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
Table: 4.2.26
Responsiveness of employees
88
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied Satisfied
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
Table: 4.2.27
Commitment of organization
90
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied Satisfied
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
Table: 4.2.28
Satisfaction of communication
92
100
90
80
70
60
Percentage
50
40
30
20
10
0
Highly satisfied Satisfied
Dissatisfied
satisfaction of communication
93
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
INFERENCE:
As the calculated value is more than the tabulated value. Null hypothesis is
rejected. Hence the alternative is accepted.
95
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
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
Highly
satisfied
Satisfied
Neutral
Not satisfied
100
3.
4.
Highly Satisfied
B) Satisfied
C)
Neutral
D) Dissatisfied
5.
6.
No
Are you satisfied with the communication that exist between employee and
theManagement.
Yes
7.
No
No
No
101
102
QUESTIONNAIRE
Based on Customers:
1
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
Highly satisfied
Satisfied
Dissatisfied
Neutral
Very dissatisfied
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