A

PROJECT REPORT

ON

“To Study Customer satisfaction”

( Case Study of Mahindra Powerol)

Submitted by

in partial fulfillment for the award of the degree

of

Post Graduate Diploma in Management (2009-2011)

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BONAFIDE CERTIFICATE

2

“To Whom It May Concern”

This is to certify that the Project titled “To Study Customer satisfaction” (Case

Study of Mahindra Powerol) submitted by Mr. of PGDM Batch 2009-2011 is a

bonafide work carried out by him at Mahindra & Mahindra Powerol, Jaipur

from 27th January 2011 to 27th March 2011 Under my guidance.

I recommend its submission for evaluation.

SIGNATURE

Mr. B. N. Sharma

SALES MANAGER

MAHINDRA & MAHINDRA POWEROL,

Jalupura Link Road, M. I. Road, Jaipur

RAJASTHAN

DATE:-

ACKNOWLEDGEMENT

I am grateful to “Mr. B.N. SHARMA” , whose encouragement, guidance and

support from the initial to the final level enabled me to develop an understanding

of the subject.

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I am grateful to”, whose guidance enabled me to complete the project as per

requirements.

Lastly, It has been of great learning to be on the training and doing the project

simultaneously, which enriched my knowledge and developed my outlook for

becoming a better professional. Anticipating with conviction that I had been some

help to them, I look forward with a hope to work for this organization in the near

future.

SIGNATURE

DATE

4

Contents

S. No. Particulars Pages

1. Introduction Introduction of Mahindra About Mahindra Powerol Powerol News, Awards & Events Product of Mahindra Powerol Customer Satisfaction Application Manufacturing Process

2. Objective of Study Customer Satisfaction Employee Satisfaction

3. Research Methodology Research Design Research Process Data Collection

4. Data Analysis & Interpretation Customer Satisfaction Employee Satisfaction

5. Findings

6. Conclusion

7. Reference & bibliography

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Introduction of

Organization

INTRODUCTION OF MAHINDRA

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The US $6.7 billion Mahindra Group is among the top 10 industrial houses in India.

Mahindra is the only Indian company among the top three tractor manufacturers in the

world. Mahindra's Farm Equipment Sector has recently won the Japan Quality Medal, the

only tractor company worldwide to be bestowed this honor. It also holds the distinction

of being the only tractor company worldwide to win the Deming Prize. Mahindra is the

market leader in multi-utility vehicles in India. It made a milestone entry into the

passenger car segment with Logan.

The Group has a leading presence in key sectors of the Indian economy, including the

financial services, trade and logistics, automotive components, information technology,

infrastructure development and After-Market.

With over 62 years of manufacturing experience, the Mahindra Group has built a strong

base in technology, engineering, marketing and distribution which are key to its evolution

as a customer-centric organization. The Group employs over 50,000 people and has

several state-of-the-art facilities in India and overseas.

The Mahindra Group has ambitious global aspirations and has a presence on five

continents. Mahindra products are today available on every continent except Antarctica.

M&M has one tractor manufacturing plant in China, three assembly plants in the United

States and one at Brisbane, Australia. It has made strategic acquisitions across the globe

including Stokes Forgings (UK), Jeco Holding AG (Germany) and Schoneweiss & Co

GmbH (Germany). Its global subsidiaries include Mahindra Europe Srl. based in Italy,

Mahindra USA Inc. and Mahindra South Africa.

M&M has entered into partnerships with international companies like Renault SA,

France, and International Truck and Engine Corporation, USA. Forbes has ranked the

Mahindra Group in its Top 200 list of the World's Most Reputable Companies and in the

Top 10 list of Most Reputable Indian companies. Mahindra has recently been honored

with the Bombay Chamber Good Corporate Citizen Award for 2006-07.

ABOUT MAHINDRA POWEROL

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Mahindra & Mahindra Ltd., the tractor and utility vehicle major in India, entered

the field of Power Generation in F-02. Today, the engines under the brand name

Mahindra Powerol are powering Diesel Generating sets from rating 5 KVA to 500

KVA.

Since F-02, Mahindra Powerol has sold over 100,000 DG Sets & Engines.

Mahindra Powerol has made rapid strides in the Indian genset industry in a very

short span of time. Mahindra Powerol DG sets are the first choice of Telecom

majors like Airtel, Tata Tele, Vodafone, Nokia, BSNL and MTNL who use the

same to support their communication networks across India. Recently, Mahindra

Powerol won the prestigious Frost & Sullivan “Voice of Customer” award for the

most preferred Genset Brand in the telecom segment in India. The award takes

various parameters into account, including industry penetration, up-time, trouble

free performance, overall satisfaction, likelihood of buying for future requirements

and likely referrals to other customers.Besides Telecom, Mahindra Powerol DG

sets are attracting customers from a diverse cross-section of industries. These

gensets are very popular in segments like Banks, Building & Construction, Public

Sector Units, Hospitals, Hotels, Manufacturing units amongst other.Mahindra

Powerol DG sets are also available in exclusive showrooms all over India. At

present we have more than 50 Retail showrooms selling DG Sets across different

cities in India.

Features:

Powerol engines have a unique feature:

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Electronic A1 Governing/Mechanical A1 Governor System

Compact size

Low vibration

Fuel efficient

Service:

Mahindra Powerol is taking care of the entire value chain of customers. This not

only covers areas like personalized transportation of the DG sets, Installation &

Commissioning etc., but also encompasses the Annual and Comprehensive

Maintenance Contracts at the other end of the spectrum.

Tele-Infra Management:

Recently Mahindra Powerol has transformed into a truly service solution providing

company by foraying into tele infra management. Tele Infra Management involves

operation & maintenance of “asset”, “power” & “facility” at telecom tower sites.

So far 6000 sites are under contract. Powerol business is first amongst Powergen

sector to foray into this business.

Bio-Diesel Gensets:

Mahindra Powerol has recently launched B100 bio diesel Generator Sets for the

Indian Market. The usage of bio diesel fuel (as per IS 15607 2005) would be

applicable for all the current range of Mahindra engines between 7.5kVA and

62.5kVA. Mahindra Powerol plans to extend this to other range of engines in the

near future.

Engines:

Engines are also suitable for various industrial applications like cranes,

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compressors, forklifts, rice mills and concrete mixers. Recently Powerol has

launched Rice Mill & Marine engines.

Mahindra Powerol engines and diesel generator sets are certified for the stringent

noise and exhaust emission norms made mandatory by the CPCB (Central

Pollution Control Board, India).

International Business

Mahindra & Mahindra Ltd. entered the field of Power Generation in 2002. It has

grown from a US$ 1.2 Million business to a US$ 225 Million business.

Today, Mahindra engines under the brand name of Mahindra Powerol are

powering Diesel Generating sets up to a rating of 320kVA in India & in global

markets. These Diesel Generating Sets incorporate the latest technology and offer

several advantages – they respond faster to sudden loading and unloading

conditions, they vibrate less, have lower noise levels, offer low maintenance costs,

control voltage fluctuations and are designed to assure hassle-free operation for

over 10,000 hours.

Mahindra Powerol Gensets are manufactured at three state-of-the-art factories

located in India at Pune, Chennai & Delhi and also complies to the most stringent

noise pollution norms laid down by the Central Pollution Control Board, India

making them ready to meet any environmental challenge in the industry.

Mahindra Powerol has sold over 150,000 Diesel Gensets, and in the process,

become a forerunner in the Indian Power Generation industry and the 1st choice of

Indian Telecom majors. Mahindra Powerol has also won the Frost & Sullivan’s

“Voice of Customer” award for the most preferred brand in the telecom cell-sites

segment.

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Today, Mahindra Powerol is a significant player in the global power generation

industry and has made inroads in Latin America, Africa, Middle East, South East

Asia and SAARC countries. The focus on International markets has enabled

Mahindra Powerol to cater to various segments like Telecom, Government &

Defense organizations, Banking Industry, Retail Chains, Household Utility,

Healthcare, Hospitality, Infrastructure, Construction and Manufacturing.

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VALUE ADDED SERVICES

From its very inception, the Mahindra Powerol business has sought to offer a total

value package to its customers - rather than merely supplying high-quality

products. We efficiently take care of the entire power-chain (value-chain) of the

customer so that he can conduct his business or any other activity without

interruption.

It is Powerol's commitment to ensure that the customer's business is "powered

efficiently". Powerol's overall Value Proposition is that it: Offers a fuel efficient &

cost-effective end-to-end solution Assumes total ownership for powering

customer's business efficiently Relieves the customer of all hassles and enables

him to focus on his core business.

Within a short span of time (commenced operations in 2001), the Mahindra

Powerol team has rolled out a service network that reaches almost every nook and

corner of the country. Driven by Telecom, whose service levels are one of the most

demanding in the industry, the service team has trained itself to respond to service

calls with the shortest possible response time.

Mahindra Powerol also offers an array of services to its customers which have

made the brand a 'Preferred Business Partner' in the industry. To help eliminate,

whatever concerns that may bother customers on the power front, Powerol has

invested in a range of support services:

After-sales-service Backup:

Our young and well-trained service team of M&M executives and a dedicated

network of 160 service points effectively cover the nation-wide customer locations.

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They are well-trained and always eager to attend to any service need that may arise

in the context of customer's operations.

Service Convenience:

By virtue of the wide spread network, we have been able to maintain service

centers within a radius of 75 kms in key markets in India. In most of the locations,

we are providing 24x7 services at customer sites. This has been acknowledged and

appreciated by customers.

Spare Parts Backup:

Keeping in mind the extensive use of our machines, we have ensured that required

parts are stocked throughout our dedicated network and can be accessed by

customers at a short notice.

Personal care in Transportation, Installation & Commissioning:

We recognize that efficient and trouble-free operation of a product depends, to a

large extent, on its careful transportation, installation and commissioning. With this

in view, we provide logistical support through Mahindra Transport Solutions

Group for moving the product from our factory to the doorstep of our customers.

Most of the customers who availed of this service have expressed utmost

satisfaction. The trained and experienced service dealers of Powerol ensure that

installation & commissioning of the sets are done efficiently across the length and

breadth of the country.

Powerol business has amply demonstrated the ability to reach the products to tough

and inaccessible terrains. The service team has efficiently installed &

commissioned thousands of sites in various locations, including roof-tops.

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Retail finance for customers:

Having noticed the absence of organized retail finance facility to customers in its

range, Powerol had taken up the responsibility and succeeded in organizing Retail

finance for customers. Customers who require retail finance can avail this facility

with the help of our authorized dealers.

The spirit of customer care:

As a business philosophy, Powerol strives to take on itself the hassles that

challenge customers in conducting their day-to-day operations successfully.

Powerol has not only partnered with customers who sought our support to enter

new and difficult terrains but also has rushed on its own to help out customers in

times of disasters and natural calamities like the Tsunami that hit South India in

2004. This true spirit of customer care in rising to the occasion has been endearing

customers to Powerol. We are constantly on the lookout for more areas where we

can introduce efficient services that will add substantial value to customers.

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POWEROL IN NEWS

Mahindra Powerol in Home UPS segment 04/22/2010 Mahindra Powerol has

added yet another feather to its crown by the recent launch of Inverter & Home

UPS (H-UPS) showroom in the nation. »

Launch of Six Cylinder Engines 11/11/2009 Mahindra & Mahindra Ltd., FES has

developed Six Cylinder 5.9 Litre TCI (Turbo Charge Intercooler) Engine for

Genset Applications. »

Mahindra Powerol is certified with ISO 9001 2000 04/01/2009 Mahindra

Powerol is certified with ISO 9001 2000 for its Genset business. »

Marine & Rice Mill Engines 01/01/2009 Recently Powerol has launched Rice

Mill & Marine Engines. For details please see the product specification under

Application Icon.

Tele-Infra Management 01/01/2009 Recently Mahindra Powerol has transformed

into a truly service solution providing company by foraying into tele infra

management.

Launch of India’s 1st 100% Biodiesel fuel genset 09/01/2008 The Mahindra

Powerol B100 Biodiesel Genset uses an electronic controller which ensures start

and stop in diesel mode and switching to biodiesel mode while running of the

generator set. Two separate tanks inside the generator set ensure seamless

switching between both modes.

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AWARDS & EVENTS

Launch of Mahindra Powerol Plaza 04/08/2010 The 2nd Mahindra Powerol Plaza (MPP) was inaugurated at Lucknow on 8th of April’10. »

Powergen the premiere exhibition for Power generation 04/02/2009 Powergen the premiere exhibition for Power generation product were commenced in Delhi on 2nd to 4th April’2008 in Pragati Maidan Delhi. »

Powerol Participated in Exhibitions 02/17/2009 During Oct-Dec’08: Powerol has participated in 3 exhibitions. Build Arch in Bangalore, Agrotech in Chandigarh & Kisan in Pune.

Mahindra Powerol at Dubai Exhibition 02/08/2009 Mahindra Powerol recently participated in an exhibition titled “Middle East Electricity” at the Dubai Exhibition Centre, Dubai, UAE from 8th to 10th Feb’09 to boost our engine & DG Sets export to GCC. »

Mahindra Powerol won the Best Stall in ELASIA-2009 01/16/2009 Mahindra Powerol has achieved yet another milestone, by bagging the best prize for “Best Stall in ELASIA-2009” International exhibition, held between 16th and 19th Jan2009 in Chennai. »

First international showroom for Mahindra Powerol opened in Kathmandu 11/21/2008 Mahindra Powerol now has its first international showroom at Kathmandu. Launched on 21st November, 2008, this showroom is the first-ever exclusive showroom for any diesel generator set manufacturer in Nepal.

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PRODUTS OF MAHINDRA POWEROL

ENGINES

There are many reasons for Mahindra being no.1 both in the UV and the tractor

markets of India. Probably the most significant is Mahindra's Direct Injection

engine technology, which satisfies customers who are as conscious about fuel

economy as they are about power. Direct Injection - the no compromise engine

technology DI engines by design are much more fuel efficient than IDI engines.

The best thing is that they deliver as much on the power front too. We have spent

over two decades refining these engines and now have a patented engine

technology that is generations ahead in DI technology.

The Mahindra engine advantage

Wet replaceable liners for extended engine life

Easily serviceable and low on maintenance cost

Structural cylinder block design to easily withstand heavy duty operations

No oil top up required between two services

Meets US EPA tier 2 emission norms; soon to be tier 3 & 4    compliant

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The process that won the Deming Prize At the heart of each Mahindra engine is

technology you can count on. In fact everything that goes into making a Mahindra

engine is world class. But it's not just us telling you. The Japanese Union of

Scientists and Engineers will tell you the same. Our entire process, from

manufacturing facilities and technology to sales and service received the highest

rating for Total Quality Management and won the Deming Prize - one of the most

coveted awards in the world. So when you

buy a Mahindra engine you know you have

world class technology working for you.

GENSETS

While power cuts eat into your profits, an inefficient DG set will simply add to

your losses. Powered by Powerol engines, Mahindra Powerol DG sets have been

designed to ensure you an efficient power supply. This also assures you years of

hassle free operations. Generates peace of mind Its recovery time, easily the best

in its category, guarantees a seamless switchover to the back-up power. Moreover,

its effective governing system controls the voltage fluctuations, thus ensuing

complete safety of your equipments. Performance unmatched Its got one of the

most preferred engines fitted inside - the Mahindra Powerol engine. Compact and

low on vibration, this engine has the smallest footprint as compared to other

engines of identical ratings. Making the DG set apt even for roof-mountings.

Silence certified Each and every Powerol DG set complies with the most stringent

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noise and emission norms stipulated by the Central Pollution Control Board of

India (CPCB). No Compromise technology It’s got other advantages too. Like,

it’s transported through the Mahindra Transport Solutions Group. It is installed and

commissioned through a Mahindra authorized dealer. It even comes with an annual

maintenance contract.

It is most fuel efficient in its class

It offers zero-leak engines

Manual and AMF control panel options are also available Preferred by all A

Powerol DG set can be used in the Telecom, Defence and Railway sectors. It can

also be installed at places like petrol pumps, hospitals, super markets, banks and

construction sites

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CUSTOMER SATISFACTION

Customer Satisfaction is the buzzword used by the business people for

the success of organization in the present days. Due to the increases of heavy

competition in every product –

Line it become difficult for the companies to retain the customers for longer time.

So retain the Customer for longer time the marketer has to do only one things i.e.

customer satisfaction .If Customer is fully satisfied by the product it not only rub

the organization successfully but also Fetch many benefits for the company. They

are less process sensitive and they remain customer For a longer period. They buy

addition products overtimes as the company introduce related Produce related

products or improved, so customer satisfactions is gaining a lot of importance in

the present day. Every company is conducting survey on customer satisfaction

level on their products .To make the products up to the satisfaction level of

customers.

This project is also done to know the customers satisfaction on the

POWEROL on behalf of Mahindra and Mahindra Automobiles.

The impact of automobile industry on the rest of the economy has been so

pervasive and momentous that is characterized as second industrial. It played a

vital role in helping the nation to produce higher value good and services and in the

enhancing their skills and impose tremendous demand for automobile.

The decrease in the interest rate and easy available of cars loons from 2 to 3 years,

lot of car manufacturers company facing cut throat competition in the fields of

technology and price, So to gain the market share it is important for the institutes

to satisfy its customers and to retain the reputation and its image.

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Customer Satisfaction Strategies Followed By POWEROL

The different strategies followed by POWEROL consists of Customer

relationship management, Strategy to providing better facility to the owner, and

strategy to provide better after sales service to customer.

Customer Relationship Management

CRM as a tool was used to create positive word-of mouth, to monitor customer

experiences and generate referrals. A series of CRM activities were

implemented with regular direct communication, events and customer

satisfaction surveys, Events, Festive offers, Rewards Program, etc.

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APPLICATIONS

Industrial Equipments

Whether it's the DI engine or the state-of-the-art common rail diesel engine

(CRDe), Mahindra's product development division can adapt and create products to

meet specific requirements. Due to the rugged build of a Mahindra engine, it can

withstand long and tough working hours effortlessly. And due to its versatile

nature, a Mahindra engine is ideal for any industry.

Mahindra engines- ideal for any industry.

• Construction and Mining:  Mahindra engines are built to withstand long

working hours, in the most demanding conditions-from deserts and high

altitude locations to sub-zero temperature zones. This makes them ideal for the

construction and mining industry.

• Generators: As Mahindra engines are low on noise and vibrations, they are

most preferred for roof-top installations. They are also low on maintenance and

deliver superior power in all load conditions.

• Industrial & Material handling: Mahindra engines are preferred by

companies across the globe for their compact design and superior performance.

Their ability to work round-the-clock and deliver quality output year after year

makes them ideal for this sector.

Agriculture

Mahindra engines due to their versatility can be used in almost any industry. One

of them is agriculture. These engines are extremely rugged, and can effortlessly

withstand long working hours and harsh external weather conditions. Mahindra

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also has specially designed water pumps that offer more power, consume less fuel

and are low on maintenance costs. As a result our engines are the engines of choice

of the agriculture community.

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MANUFACTURING PROCESS

At the

heart of

every

Mahindra is technology that the customer can count on. Everything that goes into

making of a Mahindra, whether it's the engine or the genset is world class. The

entire process, from manufacturing facilities

and technology to sales and services has

received the highest rating for Total Quality

Management and also won the Deming Prize-

one of the most coveted awards in the world.

Mahindra Engines: One of the most

important stages in the manufacture of a

Mahindra engine is the J- bar assembly. This

state-of-the-art process helps increase the speed of the assembly and at the same

time allows Mahindra personnel to keep a tight check on component quality. The

entire manufacturing process is guided by Poke Yoke concept; to achieve zero

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defects in the production line. This involves a robust design of the manufacturing

systems and processes coupled with education and awareness about possible errors

to achieve a high build standard in the engines. No wonder all Mahindra engines

rate high on performance and dependability.

Mahindra Powerol is today one of the largest

manufacturers Diesel Gensets in its range.

These gensets are manufactured at two state-

of-the-art factories located at Pune and

Delhi, with a combined manufacturing

capacity of over 30,000 sets per annum. Just

like the engines, the most important process

in manufacturing of gensets is the J-bar assembly. In addition to this, the entire

manufacturing process of the gensets is also guided by the Poke Yoke concept; to

achieve zero defects in the production line. A strong design of the Mahindra

systems and processes coupled with education and awareness of possible errors

helps Mahindra achieve a high build standard in its gensets. Component Machining

- Because critical components are best made in-house Mahindra's has its very own

facility for the machining of critical components. This helps Mahindra achieve and

maintain very high standards in the fit and

finish of all critical components. So the next

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time you buy a Mahindra engine or a Mahindra genset, you know you have a world

class technology working for you.

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Objective of the study

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OBJECTIVES OF THE STUDY

Customer Satisfaction Employee Satisfaction

CUSTOMER SATISFACTION

The study has been under taken to analyze the customer satisfaction towards all variant of

Mahindra Powerol in Rajasthan Jaipur with a special reference to the POWEROL motors,

the other

Objectives are:

To gather information about customer satisfaction toward Powerol in the

Rajasthan Jaipur.

To know the customer perception about features, low maintenance cost and looks

of Powerol.

To know the customer satisfaction about the safety and comfort provided by

Powerol.

To provide suggestions, in improving the customer satisfaction and the company

sales and Profitability.

To know the customer satisfaction towards the after sales service offers by

POWEROL

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EMPLOYEE SATISFACTION

To find that whether the employees are satisfied or not.

To analyses the company’s working environment.

To check the Degree of satisfaction of employees.

To find that they are satisfied with their job profile or not.

To find that employees are working with their full capabilities or not.

To help the management of the company to know about the actions to be

taken to increase the level of satisfaction of the employees.

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Research Methodology

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RESEARCH METHODOLOGY

Research Design

Research Process

Data collection

Samples size

Errors in the study

Scope and the Limitation of the study

RESEARCH METHODOLOGY

A research process consists of stages or steps that guide the project from its

conception through the final analysis, recommendations and ultimate actions. The

research process provides a systematic, planned approach to the research project

and ensures that all aspects of the research project are consistent with each other.

Research studies evolve through a series of steps, each representing the answer to a

key question.

INTRODUCTION

This chapter aims to understand the research methodology establishing a

framework of evaluation and revaluation of primary and secondary research. The

techniques and concepts used during primary research in order to arrive at

findings; which are also dealt with and lead to a logical deduction towards the

analysis and results.

RESEARCH DESIGN

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I propose to first conduct a intensive secondary research to understand the full

impact and implication of the industry, to review and critique the industry norms

and reports, on which certain issues shall be selected, which I feel remain

unanswered or liable to change, this shall be further taken up in the next stage of

exploratory research.

This stage shall help me to restrict and select only the important question and issue,

which inhabit growth and segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

Defining the information need

Design the exploratory, descriptive and causal research.

RESEARCH PROCESS

The research process has four distinct yet interrelated steps for research analysis it

has a logical and hierarchical ordering:

Determination of information research problem.

Development of appropriate research design.

Execution of research design.

Communication of results.

Each step is viewed as a separate process that includes a combination of task, step

and specific procedure. The steps undertake are logical, objective, systematic,

reliable, valid, impersonal and ongoing.

EXPLORATORY RESEARCH

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The method I used for exploratory research was

Primary Data

Secondary data

PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary

data which is previously gathered data. An example is information gathered by a

questionnaire. Qualitative or quantitative data that are newly collected in

the course of research, Consists of original information that comes from

people and includes information gathered from surveys, focus groups,

independent observations and test results. Data gathered by the researcher in the

act of conducting research.

This is contrasted to secondary data, which entails the use of data gathered by

someone other than the researcher information that is obtained directly from

first-hand sources by means of surveys, observation or experimentation. Primary

data is basically collected by getting questionnaire filled by the respondents.

SECONDARY DATA

Information that already exists somewhere, having been collected for another

purpose. Sources include census reports, trade publications, and subscription

services. There are two types of secondary data: internal and external secondary

data. Information compiled inside or outside the organization for some purpose

other than the current investigation Researching information, which has already

been published? Market information compiled for purposes other than the current

research effort; it can be internal data, such as existing sales-tracking information,

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or it can be research conducted by someone else, such as a market research

company or the U.S. government.

Secondary source of data used consists of books and websites

My proposal is to first conduct a intensive secondary research to understand the

full impact and implication of the industry, to review and critique the industry

norms and reports, on which certain issues shall be selected, which I feel remain

unanswered or liable to change, this shall be further taken up in the next stage of

exploratory research.

DESCRIPTIVE RESEARCH

STEPS in the descriptive research:

Statement of the problem

Identification of information needed to solve the problem

Selection or development of instruments for gathering the information

Identification of target population and determination of sampling Plan.

Design of procedure for information collection

Collection of information

Analysis of information

Generalizations and/or predictions

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DATA COLLECTION

Data collection took place with the help of filling of questionnaires. The

questionnaire e method has come to the more widely used and economical means

of data collection. The common factor in all varieties of the questionnaire method

is this reliance on verbal responses to questions, written or oral. I found it

essential to make sure the questionnaire was easy to read and understand

to all spectrums of people in the sample. It was also important as researcher to

respect the samples time and energy hence the questionnaire was designed in such

a way, that its administration would not exceed 4-5 mines. These questionnaires

were personally administered.

The first hand information was collected by making the people fill the

questionnaires. The primary data collected by directly interacting with the people.

The respondents were contacted at shopping malls, markets, places that were

showrooms and near to showrooms of the consumer durable products etc.

The data was collected by interacting with 40 customer and 15 employees

respondents who filled the questionnaires and gave me the required necessary

information. The respondents consisted of housewives, students, businessmen,

professionals etc. The required information was collected by directly interacting

with these respondents.

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Determination the sample plan and sample size

TARGET POPULATION

It is a description of the characteristics of that group of people from whom a course

is intended. It attempts to describe them as they are rather than as the describer

would like them to be. Also called the audience the audience to be served

by our project includes key demographic information (i.e.; age, sex etc.).The

specific population intended as beneficiaries of a program. This will be either all or

a subset of potential users, such as adolescents, women, rural residents, or the

residents of a particular geographic area. Topic areas: Governance, Accountability

and Evaluation, Operations Management and Leadership.

A population to be reached through some action or intervention; may refer to

groups with specific demographic or geographic characteristics. The group

of people you are trying to reach with a particular strategy or activity. The target

population is the population I want to make conclude an ideal situation; the

sampling frames to matches the target population. A specific resource set that is

the object or target of investigation. The audience defined in age, background,

ability, and preferences, among other things, for which a given course of

instruction is intended. I have selected the sample trough Simple random Sampling

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SAMPLE

This involves figuring out how many samples one need. The numbers of samples

you need are affected by the following factors:

Project goals

How you plan to analyze your data

How variable your data are or are likely to be

How precisely you want to measure change or trend

The number of years over which you want to detect a trend

How many times a year you will sample each point

How much money and manpower you have

SAMPLE SIZE

I have targeted 40 customer and 15 employees in the age group above 21 years for

the purpose of the research. The target population influences the sample size. The

target population represents the Rajasthan Jaipur, Bikaner (for employees) regions.

The people were from different professional backgrounds. The details of our

sample are explained in chapter named primary research where the divisions are

explained in demographics section.

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ERRORS IN THE STUDY

Interviewer error

There is interviewer bias in the questionnaire method. Open-ended questions can

be biased by the interviewer’s views or probing, as interviewers are guiding the

respondent while the questionnaire is being filled out.

The attitudes the interviewer revels to the respondent during the interview can

greatly affect their level of interest and willingness to answer openly. As

interviewers, probing and clarifications maximize respondent understanding and

yield complete answers, these advantages are offset by the problems of prestige

seeking, social desirability and courtesy biases.

Questionnaire error

The questionnaire designing has to careful so that only required data is concisely

reveled and there is no redundant data generated. The questions have to be worded

carefully so that the questions are not loaded and does not lead to a bias in the

respondents mind

Respondent error

The respondents selected to be interviewed were not always available and willing

to co operate also in most cases the respondents were found to not have the

knowledge, opinion, attitudes or facts required additionally uninformed response

errors and response styles also led to survey error.

38

Sampling error

We have taken the sample size of 40 customer and 15 employees, which cannot

determine the buying behavior of the total population. The sample has been drawn

from only Rajasthan Jaipur Region.

Research Design

Research design is a conceptual structure within which research was conducted. A

research design is the detailed blueprint used to guide a research study towards its

objective. It is a series of advanced decision taken together comprising a master

plan or a model for conducting the research in consonance with the research

objectives. Research design is needed because it facilitates the smooth sailing of

the various research operations, thereby making research as efficient as possible

yielding maximum information with the minimum effort, time and money.

Scope and the Limitation of the study

The scope of study is limited to the respondents are selected from in and

around Rajasthan Jaipur.

The project is carried out for the period of 45 days only.

Measurement of customer satisfaction is complex subjects, which uses non-

objectives method, which is not reliable.

The sample unit was also 40+15 respondents.

39

Data analysis

40

DATA ANALYSIS & INTERPRETATION

Customer Satisfaction

Employee satisfaction

Customer satisfaction

Table No. 1 Satisfaction towards Mahindra Powerol

satisfied80%

dissatisfied20%

Interpretation 1: The sample drawn on probability basis shows that 80% of the

customers were satisfied with Powerol variant and only 20% were not satisfied with

Powerol variant.

Observation: Most of the respondents approached were satisfied with Powerol

41

Satisfied Dissatisfied

80% 20%

Table No: 2 Factors affecting customer satisfaction towards Mahindra Powerol

Factor No. of Respondent Percentage

feature13%

Low main-tenance

35%

Comfort18%

Style15%

After Sales Service

20%

Interpretation 2:

The sample drawn on the probability basis clearly shows that 35%

(14respondents) are the opinion that low maintenance is the satisfaction factor

Powerol and 20 %( 8 respondents) of them who view After Sales Service as a vital

factor for customer satisfaction. Followed by Comfort which corresponds to 18 %

( 7 respondents), Style with 15 %( 6 respondents) and only 12 %( 5 respondents) of

them view that feature of Powerol as satisfaction factor.

Observation:

Majority of the respondent are of the idea that low maintenance of the top most

feature contributing to customer satisfaction followed by after sales services

comfort style and features As such, Mahindra should focus on the aspects, which

will enhance the customer satisfaction and thus the market share

42

Table No: 3 Customer opinions towards fuel consumption.

Factor No. of Respondent

Extremely Satisfied 10

Satisfied 20

Neutral 7

Dissatisfied 3

Extremely Satisfied

25%

Satisfied50%

Neutral18%

Dissatisfied8%

Interpretation 3: 100% of the respondents 50% of the respondents approached were satisfied with the fuel consumption of the Powerol. Followed by 25% was extremely satisfied, 17% are neutral and rest of the 8% is more dissatisfied with fuel consumption of Powerol.

Observation: As majority of the respondents are satisfied with the fuel consumption of Mahindra Powerol, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who are of the opinion that the fuel consumption is a dissatisfying factor.

Table No: 4 Customer opinions toward Safety and Comfort.

43

Factor No. of RespondentExtremely Satisfied 9Satisfied 19Neither Satisfied & Dissatisfied 8Dissatisfied 4

Extremely Satisfied

23%

Satisfied 48%

Neither Satisfied & Dissatisfied

20%

Dissatisfied10%

Interpretation 4:

100% of the respondents 48% of the respondents approached were satisfied with the safety and comfort feature of the Powerol. Followed by 22% was extremely satisfied, 20% are neutral and rest of the 10% was dissatisfied with safety and comfort feature of Powerol.

Observation: As majority of the respondents are satisfied with the safety and comfort feature of Mahindra Powerol, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who are of the opinion that the fuel consumption is a dissatisfying factor.

Table No: 5 Customer opinions toward Design.

44

Factor No. of RespondentExtremely Satisfied 8Satisfied 16Neutral 11Dissatisfied 5

Extremely Satisfied20%

Satisfied 40%

Neutral28%

Dissatisfied13%

Interpretation 5:

100% of respondents 40% of the respondents approached were satisfied with the Design of the Powerol. 20% were more satisfied, 27% of them neutral and 13% are dissatisfied with the design of the Powerol.

Observation:

As majority of the respondents are satisfied with the design of Mahindra Powerol, the company should maintain the same standard and it is suggested to come up with suitable measure to reduce the negative opinion among the consumer who are of the opinion that the fuel consumption is a dissatisfying factor.

45

Table No: 6 Customer satisfactions toward Maintenance of Mahindra Powerol

Factor No. of Respondent Extremely Satisfied 9Satisfied 20Neutral 8 Dissatisfied 3

Extremely Satis-fied 23%

Satisfied50%

Neutral20%

Dissatisfied8%

Interpretation 6:

The sample drawn on the probability basis shows that out of 100% of respondents 50% of the respondents approached were satisfied with the maintenance of the Powerol. 22% were extremely satisfied, 20% of neutral and 8% are dissatisfied with the maintenance.

Observation:

Though majority of the customer are satisfied that the maintenance cost of Mahindra Powerol is less, around 20% are not satisfied which may be because of comparison of Powerol with the newly launched competing brands coming with even lower maintenance cost.

46

Table No: 8 Customer perceptions about Powerol

Very Good Good Average Bad Very Bad 8 19 8 5 -

Very Good 20%

Good48%

Average20%

Bad13%

Interpretation 8:

The sample drawn on the probability basis shows that out of 100% of respondents 47% of the respondents gave Good response to Powerol. 20% gave Very Good response, 20% gave Average response and 13% gave bad response to Powerol.

Observation:

As 67% of the respondents are satisfied that they are happy with Powerol, it satisfies that the customer satisfaction levels are very high. If the company were to identify the pitfalls in their product and undertake remedial measure, thus it will lead to more good word of mouth publicity.

47

Employee Satisfaction

1. Which of the following best describes the department you work in?Factor No. of Respondent

Customer Service 4Finance/Accounting 2MIS 1Sales/Marketing 6 Human Resources 2

Customer service27%

Finance/ Accounting

13%MIS7%

Sales/ Marketing40%

Human Resources

13%

Interpretation 1:

This graph shows that 40% of employees are working in Sales/ marketing

department , 27% of employees are working in Customer service department,

13% employees in Human resources and 13% employees in Finance

department,7% are employees are working in MIS department

48

2. My work group consistently provides courteous service even when the client is unreasonable.

Factor No. of Respondent

Strongly Disagree 0 Somewhat Disagree 2Neutral 3Somewhat Agree 3Strongly Agree 7

Somewhat Disagree13%

Neutral20%

Some what Agree20%

Strong Agree47%

Interpretation 2:

This graph shows that 47% of employees are strongly agree about the point , 20%

of employees are agree on the point, 20% are neutral,13% are disagree and rest 0%

of employees are strongly disagree.

49

3. The Job ItselfStrongly Disagree

Disagree Neutral Agree

 Strongly Agree

Job was challenging 0 2 4 3 6Skills were effectively used 1 3 4 3 4Job orientation was effective 1 1 2 5 6Work load was reasonable 1 2 2 4 6Sufficient resources were available 0 4 0 5 6Work environment was safe, comfortable and appropriately equipped

1 1 2 6 5

Job was

chall

engin

g

Skills

were

Effecti

vely

used

Work

load w

as rea

sonab

le

Sufficie

nt reso

urces w

ere av

ailab

le

Work

envir

onment w

as saf

e,01234567

Strongly Disagree Disagree Neutral Agree Strongly Agree

Interpretation 3:

This graph shows that mostly employees are strongly agree about the job itself ,

after that employees are agree about job itself , many employees are neutral , very

low employees are strongly disagree and rest employees are disagree about job

itself.

50

4. The Department

Strongly Disagree

Disagree Neutral Agree

 Strongly Agree

Had good synergy 1 2 3 4 5Had adequate equipment 2 3 3 3 4Was adequately staffed 2 2 3 4 4Was efficient 1 2 2 5 5

Had good synergy Had adequately equipment

Was adequately staffed

Was efficient0

1

2

3

4

5

6

Strongly Disagree Disagree Neutral Agree Strongly Agree

Interpretation 4:

This graph shows that mostly employees are strongly agree about dealership

department , after that employees are agree about department , many employees

51

are neutral , very low employees are strongly disagree and rest employees are

disagree about company department.

5.The Management  Strongly Disagree

 Disagree

 NeutralAgree Strongl

y Agree

Gave fair and equal treatment 2 4 2 3 4Was available to discuss job related issues 2 3 4 3 3Welcomed suggestions and encouraged feedback

1 4 3 4 3

Maintained consistent policies and practices 2 4 3 3 3Provided recognition for achievements 1 2 4 4 4Encouraged cooperation/collegiality 2 3 4 3 3Provided development opportunities 2 2 4 4 5

Gave f

air…..

Was

avail

able…

..

Maintai

ned co

nsisten

t ….

Provid

ed re

cogn

ition….

Enco

uraged

coopera

tion…

provie

d develo

pmt….

Welc

omed su

ggesti

ons….

0

1

2

3

4

5

6

Strongly Disagree Disagree NeutralAgree Strongly Agree

Interpretation 5:

52

This graph shows that mostly employees are strongly agree to management , after that

employees are agree and neutral are same to management , very low employees are

strongly disagree to management rest employees are disagree to management.

Interpretation 6:

This graph shows that 40% of employees are strongly agree about the point , 40% of

employees are agree on the point, 7% are neither agree nor disagree,7% are disagree and

rest 6% of employees are strongly disagree.

6. Sufficient effort is made to get the opinions and ideas of the employees. 

Factor No. of Respondent

Strongly Disagree 1Somewhat Disagree 2

53

6. The company clearly communicates its goals and strategies to me?

Factor No. of Respondent

  Strongly disagree 1    Somewhat disagree 1    Neither agree nor disagree 1     Somewhat agree 6    Strongly agree 6

Strongly Disagree7% Somewhat

Disagree13%

Neutral27%

Somewhat Agree27%

Strongly Agree27%

Neutral 4Somewhat Agree 4Strongly Agree 4    

Strongly Disagree7% Somewhat

Disagree13%

Neutral27%

Somewhat Agree27%

Strongly Agree27%

Interpretation 7:

This graph shows that 27% of employees are strongly agree about the point , 13% of employees are agree on the point, 27% are neutral,13% are disagree and rest 6% of employees are strongly disagree

8. Management is committed to continuously improve the quality of products and services

Factor No. of Respondent   Well below expectations 1   Below expectations 4

54

   Meets expectations 6   Above expectations 3   Well above expectations 1   

Well below expectations7%

Below expectations27%

Meets expectations40%

Above expectations20%

Well above expectations7%

Interpretation 8:

This graph shows that 40% of meet expectations about the point, 27% of below expectations on the point, 20% are above expectations, 7% are well above expectations and rest 6% well below expectations in term of Management is committed to continuously improve the quality of products and services

55

FINDINGS

]FINDING

Based on the data gathered by administrating schedules to customers the following observations are made.

56

1. Mahindra Powerol has excellent percentage of customer satisfaction according to the data shown in table 1 of the data analysis and Interpretation topic.

2. Most of the people are satisfied with its low maintenance cost and after sales service provided by Mahindra Powerol.

3. Based on the fuel consumption, most of the people are satisfied with it.

4. Based on Safety and Comfort, Design, Space, Maintenance most of the people are satisfied with it.

5. If we took the satisfaction level of people toward Powerol, it becomes good.

6. Its features and style satisfy most of the people.

7. Employees are completely strongly satisfied with their job although their salary is good enough.

8. Employees are getting value to their work.

9. There is negatively comparison between peers especially regarding targets.

10. They often feel overworked.

RECOMMENDATION

1. Mahindra Company has to implement good customer relationship management strategy that enhances customer satisfaction level.

2. The company can for the undertake R&D to improve the existing feature which field help increase in the customer satisfaction.

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3. The company should promote about the entire feature offered by it.

4. As majority of the customer give opinion that they are satisfied is the factor, services and design of the product of the company should taken not only maintain the existing standard but also enhance them.

To increase the job satisfaction level of the employees the company should concentrate mainly on the incentive and reward structure rather than the motivational session.

1. Ideal employees should concentrate on their job.

2. Educational qualification can be the factor of not an effective job.

3. Company should give promotion to those employees who deserve it.

CONCLUSION

1. Mahindra Powerol has a very good market share in the state of Rajasthan

Jaipur for the Genset Segment

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2. The company is offering good services, which is reflected on the satisfaction

of the customer.

3. Majority of the customer are satisfied with the Gensets.

4. Company provided good facility of employees for his job

5. Mahindra Limited offers an environment for professional growth for every

employee.

6. Mahindra offer foreign tour for who employee and dealer achieved targets.

7. Young leader can take decision and implementation of new ideas.

BIBLIOGRAPHY

www.mahindra&mahindra.com

59

www.mahindrapowerol.com

www.google.com

www.indiaindustry.com

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QUESTIONNAIRE

Customer Satisfaction Employee Satisfaction

Customer Satisfaction Questionnaire

a) Name ………………….. b) Occupation ………………………………..

c) Age …………………….. d) Income…………………………………….

e) Address:-……………………………………………………………………………..

61

1) Are you a satisfied with Mahindra Powerol?

a. Yes

b. No

2) If “Yes” Which factor you consider is satisfies you most?

a. Feature

b. Low Maintenance

c. Looks

d. After Sales Service

3) Are you satisfy with the fuel consumption of POWEROL?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

4) Are you satisfied with the Safety and Comfort of POWEROL?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

5) Are you satisfied with the Design?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

6) Are you satisfied with Maintenance cost?

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a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

9) Your general perception about Powerol.

a. Very Good

b. Good

c. Average

d. Bad

10) Do you want to give any suggestion about any change in the Powerol?

63

 

Employee Satisfaction Questionnaire1.Which of the following best describes the department you work in?

   Customer Service

   Finance/Accounting

   MIS

   Sales/Marketing

   Human Resources

2.My work group consistently provides courteous service even when the client isUnreasonable

   Strongly Disagree

   Somewhat Disagree

   Neutral

   Somewhat Agree

   Strongly Agree

3. The Job Itself

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Job was challenging

Skills were effectively used

Job orientation was effective

Work load was reasonableSufficient resources were availableWork environment was safe, comfortable and appropriately equipped

64

4.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Had good synergy

Had adequate equipment

Was adequately staffed

Was efficientThe Department

5.

1 

Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Gave fair and equal treatment

Was available to discuss job related issuesWelcomed suggestions and encouraged feedbackMaintained consistent policies and practices

Provided recognition for achievements

Encouraged cooperation/collegiality

Provided development opportunitiesThe Management

65

6. The company clearly communicates its goals and strategies to me?

   Strongly disagree

   Somewhat disagree

   Neither agree nor disagree

   Somewhat agree

   Strongly agree

7. Sufficient effort is made to get the opinions and ideas of the employees. 

   Strongly Disagree

   Somewhat Disagree

   Neutral

   Somewhat Agree

   Strongly Agree

   N/A

8. Management is committed to continuously improve the quality of products and services

   Well below expectations

   Below expectations

   Meets expectations

   Above expectations

   Well above expectations

   No commitment

Employee profile

66

a) Name ……………………..

b) Dealership Name………………………………………

c) Age......................................

d) Income…………………………………………………

e) Address:-………………………………………………………………………………………

……………………………………………………………………………………….

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