berzar color print assignment (1).docx

8/18/2019 berzar color print assignment (1).docx

1/57

Berger Paints Bangladesh

1 | P a g e

INTERNSHIPREPORT

ON A research to explore customer satisfaction level of

customer in context of Berger Paints Color Bank,

Bangladesh.

Submitted by,AHTAER RAHMAN (ID #0820506)

Submitted to, RAJIB RAHMAN

LECTURERSchool of Business

Independent University, Bangladesh


2/57

Dated:6

th

September 2012Internship Adiser

S!h""# "$ B%siness&Independent 'niersit(& Bang#adesh)

)S%b*e!t: Submission of internship report

Dear Mr) Ra*ib Rahman

I& being adised t" prepare the internship rep"rt "n the #ee# "$ !%st"mer

satis$a!ti"n "$ Berger +"#"r Ban, !%st"mers $"r the s%!!ess$%# !"mp#eti"n "$ m(

Internship) As -as adised& I hae s%!!ess$%##( !"mp#eted m( rep"rt "n

“Customers satisfaction level analysis of Berger Color Bank users” It gies meimmense p#eas%re t" te## ("% that -"r,ing "n this internship rep"rt has gien me a

-ide range "$ e.p"s%re) /" prepare this rep"rt& I hae $a!ed e.tensie "ne t" "ne

interie-s -ith pr"$essi"na#s& !%st"mers and dea#er) It has ta%ght me the a#%e "$

patien!e& and has gien me a higher insight "n the #ee# "$ !"mm%ni!ati"n in the

pra!ti!a# -"r#d) /his rep"rt basi!a##( gies an "erie- "$ the #ee# "$ !%st"mer

satis$a!ti"n "$ the +"#"r Ban, %sers and h"- di$$erent in$#%en!ing parties !an

hamper the #ee# "$ !%st"mer satis$a!ti"n) I a#s" had t" ma,e re!"mmendati"n as t"

h"- the e.isting #ee# "$ satis$a!ti"n !"%#d be impr"ed) As this -as an a!t%a#

!"mpan( pr"*e!t& resear!h -as d"ne "n an e.tensie basis)It -i## be a great h"n"r $"r me i$ ("% re%ire me t" e.p#ain an( s"rt "$ %eries)

"%rs Sin!ere#(&

AH/AR RAHMAN

ID30420506


3/57

ACKNOWLEDGEMENTS

Preparing this rep"rt -as b"th e.!iting and hard -"r, at the same time

it is $"r the $irst time that I had a rea# #i$e e.perien!e -"r,ing "n an

a!t%a# !"mpan( pr"*e!t) I -"%#d #i,e t" e.press m( gratit%de t" Mr)RAJIB RAHMAN& internship s%peris"r& S!h""# "$ B%siness&

Independent 'niersit(& Bang#adesh $"r pr"iding me -ith the pr"per

g%idan!e and s%pp"rt)

I -"%#d a#s" #i,e t" than, MS& RINA AS7IN 8HAN Assistant

Mar,eting Manager& Berger Paints Bang#adesh 9td)& $"r giing me time

in his b%s( s!hed%#e& $"r pr"iding me in$"rmati"n that -as needed t"

!"mp#ete the rep"rt& and t" pr"per#( g%ide me thr"%gh"%t m( internship

peri"d)


4/57

EXECUTIVE SUMMA!

Satis$(ing !%st"mers are the "n#( -a( t" sta( !"mpetitie in t"da(s mar,et p#a!e)

/he ba#an!ing a!t bet-een -hat !%st"mers -ant and -hat the !"mpan( !an

pr"ide m%st be "ptimi;ed in "rder t" ma.imi;e !"mpan(n

assessing the #ee# "$ !%st"mer satis$a!ti"n& -hat mar,eting t""#s& #i,e pr"m"ti"na#

e$$"rts and "ther mar,eting e$$"rts& are ne!essar( t" impr"e the !%st"mer

satis$a!ti"n #ee# -i## be gien as re!"mmendati"n b( the resear!her) /his st%d( is

based "n primar( data& as n" s%!h prei"%s resear!h has been d"ne t" %nderstandthe #ee# "$ !%st"mer satis$a!ti"n "$ +"#"r Ban, %sers) /he nat%re "$ this st%d( -as

a %a#itatie e.p#"ratie resear!h& and in$"rmati"n -as gathered thr"%gh e.tensie

"ne=t"="ne interie-s -ith resp"ndents) /he resear!her !"ered the ge"graphi!a#

base "$ Dha,a !it(& and samp#es -ere se#e!ted "n a n"n=pr"babi#isti! %"ta


5/57

samp#ing meth"d) 'p"n !"mp#eti"n "$ the resear!h ana#(sis& the resear!hers

%nderst""d the #ee# "$ !%st"mer satis$a!ti"n "$ the !%st"mers) /he #ee# "$

satis$a!ti"n aried $r"m 60? t"100?) A## resp"ndents -ere high#( satis$ied -ith

the pr"d%!t %a#it( "$ Berger +"#"r Ban,) H"-eer& the( did sh"- !"n!ern -ith

the seri!es) /he( $ee# that a h"t#ine sh"%#d be there t" gie 2@ h"%rs !"mp#ete

s%pp"rt $"r paint s"#%ti"ns) A#s"& the( -ere %nhapp( -ith the %naai#abi#it( "$

shade !ards at the dea#ers< "%t#ets) /he resear!her a#s" $"%nd that the dea#ers hae

tremend"%s e$$e!t "n !%st"mers) I$ the dea#ers are happ(& then the( -"%#d gie a##

p"sitie e$$"rts in ma,ing the !%st"mers m"re satis$ied) /he dea#ers -ere %nhapp(

-ith the $inan!ia# assistan!e pr"ided b( Berger +"#"r Ban,) Pr"$essi"na#s #i,e

ar!hite!ts and dee#"pers a#s" p#a( a ma*"r r"#e in in$#%en!ing !%st"mers) /he

resear!h ana#(sis s%ggests that the ar!hite!ts and dee#"pers -"%#d be happier i$

Berger !"%#d maintain pr"per #iais"n -ith them) At the m"ment& the #iais"n

bet-een Berger and the pr"$essi"na#s are g""d& b%t their main re%irement is t"

hae a!!ess t" s"$t !"pies "$ the shade !ard) Painters are happ( -ith the pr"d%!t

%a#it( and !"erage "$ +"#"r Ban,) H"-eer& the( did sh"- !"n!ern -ith the

%a#it( "$ 9%.%r( Si#,) /he( re%ire n" assistan!e $r"m Berger& the( are e.treme#(

satis$ied)


6/57

Ch"pter #

Intro$u%tion


7/57

&ACKGOUND O' T(E COM)AN!

Berger Paints Bangladesh Ltd: An Overview

T HE C OMPANY

Berger is one of the oldest names in the paint industry and the country’s major specialty paints

businesses with products and ingredients dating back more than 200 years to 1760.Louis

Berger,a German national,founded dye and pigment making business in England. Louis

Berger & Sons Limited grew rapidly with a strong reputation for innovation and

entrepreneurship culminating in perfecting the process of making Prussian blue, a deep blue

dye, a color widely used for the uniforms of manyEuropean Armies. Production of dyes and

pigments evolved into production of paints and coatings, which till today, remains the core

business of Berger. The Company grew rapidly by establishing branches all over the world and

throughmergers and acquisitionswith other leading paint & coating companies. With the

passage of time Berger has unfolded its kaleidoscopic wings into all kinds of paint solution be it


8/57


9/57

Berger has invested more in technology and Research & Development (R & D) than any other

manufacturer in this market. It sources raw materials from some of the best known names in

this world: MITSUI, MOBIL, DUPONT, HOECHST and BASF, to name a few. The superior

quality of Berger’s products has been possible because of its advanced plants and strict quality

controls equal to best international standards. Investment in technology and plant capacity is

even more evident from the establishment of Powder Coating plant at Dhaka factory. The state–

of‐the‐art of Dhaka factory is an addition to Berger’s capacity making it the paint giant in

Bangladesh.

With its strong distribution network, Berger has reached almost every corner of Bangladesh.

The nationwide dealer network, supported byseven(7)sales depotsstrategically located at

Dhaka, Chittagong, Rajshahi, Khulna, Bogra, Sylhet and Comilla has enabled them to

strategically cater to all parts of the country.

The product range includes specialized outdoor paints to protect against adverse weather

conditions, Color Bank, superior Marine Paints, Textured Coatings, Heat Resistant Paints,

Roofing Compounds and Epoxies, in each of these product categories, Berger has been the

pioneer. Berger also provides customer support connecting consumers to technology through

specialized Home Décor service giving free technical advice on surface preparation, color

consultancy, special color schemes etc. To bolster customer satisfaction, Berger has recently

launched Illusion – the first designer paint solution.


10/57

In Bangladesh themajor milestonesof Berger Paints are given below:

1950– Started operation in Bangladesh by importing Paint from Berger U.K.

1970‐ Establishment of Chittagong Factory

1980– Named as Berger Paints (BD) Ltd. from Jenson & Nicholson (J&N)

1991– BMRE in Chittagong Factory

1995– Establishment of Double Tight Can Manufacturing Plant at Chittagong

1999– Establishment of Most Modern Sate‐of‐the‐Art Paint Production Plant in Dhaka

2002‐ Construction of own building for the Corporate Office in Dhaka

2004– Establishment of Powder Coating Plant at Dhaka

2005– Listed in Dhaka & Chittagong Stock Exchanges and issued 5% shares to the public

Corporate Office: ‘Berger House’, H # 8, R # 2, Sector 3, Uttara Model Town, Dhaka 1230

Two State‐of‐the‐Art Factories :Savar, Dhaka and Kalurghat, Chittagong.

Legal Status :Public Limited Company

Type of Shareholders :2 types (Foreign & Bangladeshi)

No. of Employees :341 (Mgt.‐183, Workers/Staff‐158) as of May 2007

Management Structure

The Company is operating through well‐defined management structure headed by the

Managing Director. Under the Managing Director there are various Departmental heads, senior

and mid‐level Managers, Officers and staffs. Managing Director and the policy makers meet

with regular interval to review various business, operational and administrative issues.

(Company Organogram: See Appendix).


11/57

The Board of Directors

The list of Board of Directors of the company is given below:

Chairman : Mr. Gerald K. Adams

Managing Director : Ms. Rupali Chowdhury

Directors : Mr. K. R. Das, Mr. Anil Bhalla, Mr. Subir Bose, Mr. Jean‐Claude

Loutreuil, Mr. Masih Ul Karim, Mr. Abdul Khalek,

Company Secretary : Mr. Abdul Khalek, FCA

Vision

“We shall remain as the benchmark in the Paint industry by:

Being an innovative and technology driven Company consistently delivering world‐class

products ensuring best consumer satisfaction through continuous value added services

provided by highly professional and committed team.”

Mission

“We shall increase our turnover by 100% in the next five years. We shall remain socially

committed ethical Company.”

Spirit

“We undertake our quest with the enthusiasm of entrepreneurs, excited by the constant search

for innovation. We value performance achieved with integrity. We will attain success as a world

class leader with each and every one of our people contributing with passion and an unmatched

sense of urgency.”

Corporate Objective:


12/57

Our mission is to add value to life, to outperform the peers in terms of longevity, customer


13/57

service, revenue growth, earnings and cash generation.

We will be the employer of choice for all existing and future employees.

Strategy

Our strategy is to build long‐term partnerships with the customers/consumers. Withtheir

support, we aim to maximize the potential of our business – through a combination of enhanced

quality of product, service, creative marketing, competitive pricing and cost efficiency.

Objectives of the Company

Objectives of Berger Paints Bangladesh Ltd. is as follows:

To continue as the market leader by working in Harmony with Customers, Employers and

Employees. Consistent sales growth, increasing productivity and developing new products

befitting consumer needs to achieve total consumer satisfaction by ensuring higher quality with

reasonable price. To bolster customer satisfaction from which one can get an array of services

pertaining to painting. To project itself as an ethical and socially responsible company.

Production Items of Berger Paints

The Product and Service range of Berger Paints Bangladesh Ltd. are as follows:

Regular Coatings

Industrial Paints

Marine Paints

Outdoor Paints Protective

Color Bank

Textured Cotings


14/57

Heat Resistant Paints


15/57

Roofing Compounds and Epoxies

Powder Coatings

Home Décor

P ERFORMANCE A NALYSIS OF B ERGER P AINTS B ANGLADESH L TD .

National Paint Market

Bangladesh paint market had been experienced a good growth of 8‐10% per annum consistently

in the late 90s mainly because of a boom in real estate development which now seems to have

reached a saturation point.

A market growth trend analysis for Bangladesh during 2001 ‐ 2006 is furnished below:

Year 2005 2006 2007 2008 2009 2010

Volume

in‘000

28,17

0

30,433 32,259 33,871 36,242 38,598

G rowth 4% 6% 6% 5% 7% 6.5%

Table 1: Market growth trend analysis

A good number of local paint manufacturing companies (40 organized and at least 50 more in


16/57

DecorativeIndustrialMarinePowder oatingTrading Items

ontri!ution o" Di#erent Segments$%

&% $%

'%

()%

the informal sector) have been operating in this small market.

The paint industry can be broadly categorized into four segments: Decorative, Industrial,

Marine and Automotive paints. The category wise existing market condition is given in the

following table:

Categorical

Market size

2011

(Primary

Category Value Contribution% Volume (litre/kg)Decorative 2,542,098,419 87% 21,297,912

Industrial 183,723,220 6% 916,299

Marine 142,284,968 5% 1,131,282

Powd

er 26,419,412 1% 83,660

Trading Items 25,873,203 1% 72,950

National Total 2,920,399,222 100

Table 2: Category wise paint market size


17/57

Figure 1: Segments of Paint

Mar*et ,olume wise-

$'.'/%

&.$/

0.1/%

&.0/ &1.2/%

&.1/%&.1/%

0.(/%

BP Sa Pailac Ro Moon 5sian

Figure 3: Market share of different companies

INDUSTR

IAL187,276 178,181 ‐5% 193,572 9%

209,058 8%

MARINE 171,535 178,621 4% 194,830 9%218,210 12%

Liquid

Total

2,717,65

4

3,092,15

514%

3,807,84

523%

5,043,51

6

32%

Table 5: Sales Trend Analysis

Ratio Analysis:The strategic indicators of Berger Paints in 2006 are as follows:

Sales Growth – 35%

Gross operating profit – 444 Million

Net Profit after tax – 314 Million

EPS – 13.54

ROE – 64.02 %


18/57

Threat of new entrants Low +e3ce6t "or 5sian olor 7orld8 no o

Current Ratio – 1.91:1

COM)ETITO ANAL!SIS O' COLO &ANK

/he "n#( !"mpetit"r $a!ing Berger +"#"r Ban, is Asian Paints +"#"r "r#d) At the m"ment& the

adantage Berger is e.perien!ing is the generi! nat%re "$ +"#"r Ban,& simi#ar t" -hat H"nda has

been ab#e t"& as in being s%!!ess$%# in ma,ing H"nda a generi! name $"r a## m"t"r !(!#es)

/hr"%gh s%re(& the m"st !"mm"n $inding -as that -hen pe"p#e genera##( isit Asian paints

st"re& the( re$er t" the +"#"r "r#d "pti"n as +"#"r Ban,) St"re "-ners in the +"#"r "r#d

"%t#ets are in !"nstant !ha##enge in attempting t" $i. s%!h a generi! -"rd "$ the mar,et)

/his !"mpetitie ana#(sis identi$ies:

/he primar( !"mpetit"r CAsian +"#"r "r#d

/heir "b*e!ties and rea!ti"n patterns

/he mar,et #eader strategies t" be $"##"-ed)


19/57

Threat of supplier powerLowHas their own R9D

Rivalry 5ggressive Not numerousolor Ban* : $) outlets

olor 7orld : ' outlets

Threat of buyer powerLow

Threat of substitutesLowolor 7orld is new


20/57

Michael Porter’s competitive forces analysis for Berger Color Bank

/he ab"e tab#e des!ribes the P"rter


21/57

Di$$erent !"mpanies rea!t di$$erent#( t" !"mpetitie assa%#ts) S"me are s#"- t" resp"nd& "thers

resp"nd "n#( t" !ertain t(pes "$ atta!,s) A!!"rding t" Henders"n& m%!h depends "n the

ind%str(


22/57

LITE A TUE EVIEW

Customer S"tisf"%tion,

er("ne ,n"-s -hat satis$a!ti"n is& %nti# as,ed t" gie a de$initi"n) /hen& it seems& n"b"d(

,n"-s) /his %"te $r"m Ri!hard 9) >#ier C1FF& respe!ted e.pert and #"ng time -riter and

resear!her "n the t"pi! "$ !%st"mer satis$a!ti"n& e.presses the !ha##enge "$ de$ining this m"st

basi! "$ !%st"mer !"n!ept) B%i#ding $r"m prei"%s de$initi"ns& >#ier "$$ers his "-n $"rma#

de$initi"n: Satis$a!ti"n is the !"ns%mer.$"rd 9ibrar( "$ "rds and Phrases& 1G) M"dern %sage "$ the -"rd has

tended t" be m%!h br"ader& and satis$a!ti"n is !#ear#( re#ated t" "ther -"rds s%!h as satis$a!t"r(

Cade%ate& satis$( Cma,e p#eased "r !"ntented and satiati"n Cen"%gh) /he di$$i!%#t( $a!ed -hen

tr(ing t" de$ine an( -"rd is that the meaning "$ten depends "n the !"nte.t in -hi!h the -"rd is

%sed) In a mar,eting !"nte.t& satis$a!ti"n is %sed t" hae a m"re Lspe!i$i!L meaning) It appears

that there are t-" basi! appr"a!hes ad"pted in attempting t" de$ine the !"n!ept "$ !%st"mer

satis$a!ti"n) Satis$a!ti"n !an be ie-ed as an "%t!"me "$ a !"ns%mpti"n a!tiit( "r e.perien!e

h"-eer& it is a#s" represented as a pr"!ess) +%rrent#(& the m"st -ide#( ad"pted des!ripti"n "$ !%st"mer satis$a!ti"n is that "$ a pr"!ess an ea#%ati"n bet-een -hat -as re!eied and -hat -as

e.pe!ted C>#ier& 1FF& 141 >#s"n and D"er& 1F /se and i#t"n& 144) B( #"",ing at

satis$a!ti"n as a pr"!ess& these de$initi"ns !"n!entrate "n the ante!edents t" satis$a!ti"n rather

than satis$a!ti"n itse#$) +"nse%ent#(& m%!h resear!h e$$"rt has been dire!ted at %nderstanding

the !"gnitie pr"!esses in"#ed in satis$a!ti"n ea#%ati"ns) /his strand "$ the"r( appears t" hae


23/57

"rigins in dis!repan!( the"r( CP"rter& 161 and a n%mber "$ a%th"rs hae& "er the (ears& %sed

s"me $"rm "$ !"mparis"n t" m"de# satis$a!ti"n) ar#( !"ntrib%ti"ns in!#%de +"ntrast /he"r(

C+ard";"& 165 H"-ard and Sheth& 16& -hi!h s%pp"sed that !"ns%mers -"%#d e.aggeratean( !"ntrasts bet-een e.pe!tati"ns and pr"d%!t ea#%ati"ns) /his -as dee#"ped int"

assimi#ati"n=!"ntrast the"r( CAnders"n& 1FG) Man( st%dies s%pp"rt the "!!%rren!e "$

assimi#ati"n C>#shas,( and Mi##er& 1F2 >#s"n and D"er& 1F)

Ass%ming that the !%st"mer is !apab#e "$ ea#%ating the seri!e per$"rman!e& the res%#t is

!"mpared t" e.pe!tati"n pri"r t" p%r!hase "r !"ns%mpti"n C>#ier& 140) In the past&

!"rp"rati"n did n"t pa( m%!h attenti"n t" !%st"mer satis$a!ti"n b%t -ere $"!%sed m"re "n

attra!ting ne- !%st"mers t" e.pand their mar,et share) N"-& d%e t" #"-er sa#es res%#ting $r"m

pr"d%!t mat%rit(& !"rp"rati"ns are t%rning ar"%nd t" stabi#i;ing their e.isting !%st"mers t" ens%re

their mar,et share CDhab"#,ar /h"rpe& 1@) /h%s the !"n!ept "$ !%st"mer satis$a!ti"n is

%nder $%rther s!r%tin() 7"r the !%rrent st%d(& the de$initi"n p%t $"r-ard b( >#ier -i## be the

!"nstr%!t& as it is the m"st appr"priate $"r these#e!ted st%d()

)ro$u%t "n$ ser+i%e -u".it/,

Seri!e %a#it( -as de$ined di$$erent#( thr"%gh the ie- "$ man( resear!hers) 7"r

e.amp#e:Bitner& B""ms and M"hr C1@ de$ined seri!e %a#it( as the !"ns%mer


24/57

hen it !"mes t" !%st"mer satis$a!ti"n& it a## !"mes d"-n t" per!epti"n: H"- the !%st"mer sees

and e.perien!es the pr"d%!t and seri!e pr"ided b( ("%r b%siness) It)+)')S) Res"%r!es

Customer Cost

/he t"ta# m"ne(& time& and res"%r!es ass"!iated -ith a p%r!hase "r a!tiit() +"sting is imp"rtant

be!a%se it pr"ides a %anti$ied basis $"r de$ining p"ert( red%!ti"n strategies and pr"grams& as

-e## as $"r $"re!asting res"%r!e gaps and needs& and $"r m"bi#i;ing additi"na# res"%r!es& either

interna##( "r e.terna##()

hi#e it is %s%a##( n"t p"ssib#e t" "btain re#iab#e !"st estimates $"r the #"ng=term& !"sting is

essentia# $"r !""rdinating the nati"na# b%dget and aid a##"!ati"ns -ith the pri"riti;ed

dee#"pment g"a#s) /he pri!e tag and the $inan!ing p#an "$ the pr"grams "r pr"*e!ts !an "n#( beas!ertained meaning$%##( -ithin a sh"rt=t"=medi%m time h"ri;"n)

In a sit%ati"n -here pr"mises are n"t ,ept& the !%st"mer sha## re!eie a payout -hi!h -i##

en!"%rage the !%st"mer t" !"mm%ni!ate a## seri!e $ai#%res& -hi!h has a d"%b#e e$$e!t:


25/57

• Seri!e re!"er( : /he !%st"mer -h" !#aims his pa("%t is #ess #i,e#( t" de$e!t "r spread a

negatie -"rd "$ m"%th) Hen!e& seri!e re!"er( be!"mes a p"ssibi#it()

• Seri!e %a#it( impr"ement : a!h !#aim represents a#%ab#e in$"rmati"n ab"%t %a#it(

err"rs and their p"ssib#e !a%ses& b%t the a"idan!e "$ $%t%re pa("%ts $%n!ti"ns as an

in!entie t" a## sta$$ t" parti!ipate in impr"ement pr"*e!ts)

• In "rder t" a!hiee seri!e re!"er(& the pa("%t has t" be meaning$%# t" !%st"mers) It

sh"%#d n"t "n#( ma,e %p $"r a## the damage and in!"nenien!e s%$$ered b%t a#s" ma,e the

!%st"mer -h"#e)< 7"r e.amp#e& the pa("%t "$$ered b( the D%t!h b%s seri!e

"rgani;ati"n& Inter#iner& ma,es their !%st"mer -h"#e< b( g%aranteeing that their

passengers -i## rea!h their !"nne!ting $#ights and b%ses) A re$%nd -"%#d n"t ade%ate#(

!"mpensate the passenger -h" missed a !"nne!ti"n) /here$"re& an( passenger -h"

-"%#d hae t" -ait $"r m"re than $i$teen min%tes $"r a !"nne!ti"n d%e t" de#a( b(

Inter#inear -"%#d be ta,en t" his destinati"n b( ta.i at Inter#"pers< e.pense

C---)inter#iner)n#) A pa("%t !an a#s" be t"" high) 7"r e.amp#e& in India at #east&

D"min"


26/57

-"%#d be e.pe!ted an(-a() /his ma( negatie#( signa# that seri!e $ai#%res are #i,e#( t" be

e.pe!ted) S"me pr"mises are #imited in s!"pe i)e) g%arantee "n#( #ess imp"rtant seri!e aspe!ts

"r are high#( !"nditi"na#& e.!#%ding a## ma*"r !a%ses "$ seri!e $ai#%re) 7"r e.amp#e& 9%$thansag%arantees that its !%st"mers -i## ma,e their !"nne!ting $#ights i$ there are n" de#a(s d%e t"

-eather "r air=tra$$i! !"ntr"# pr"b#ems) Ir"ni!a##(& these t-" pr"b#ems !a%se in t"ta# 5 per!ent

"$ a## $#ight de#a(s) 7%rtherm"re& the g%arantee is app#i!ab#e "n#( i$ a## $#ights in!#%ding

!"nne!ting $#ights are -ith 9%$thansa C9%$thansa air#ines& 14F) /he presen!e "$ a seri!e

g%arantee !an s%pp"rt the per!epti"n "$ seri!e re#iabi#it(& -hi!h is "ne "$ the m"st !riti!a#

determinants "$ !%st"mer satis$a!ti"n) H"-eer& s"metimes a g%arantee ma( gie "%t a negatie

message& indi!ating that seri!e $ai#%res ma( "!!%r d%e t" !%st"mers -"ndering -h( it is

ne!essar( t" pr"ide a g%arantee) 7"r e.amp#e& 9%$thansa pr"mises its !%st"mers that their

#%ggage -i## arrie -ith them) H"-eer& this !reated the per!epti"n that #"st #%ggage is m"re a

pr"b#em -ith 9%$thansa than its !"mpetit"rs C9%$thansa air#ines& 14F) /he e$$e!tieness "$

!"mm%ni!ating a seri!e g%arantee a#s" depends "n the s"%r!e "$ the message& espe!ia##( i$ the

$"rm has a hist"r( "$ seri!e pr"b#ems& ma,ing it di$$i!%#t $"r a seri!e $irm -ith bad seri!e

rep%tati"n t" send "%t !redib#e message)


27/57

Product and service ;ualit4 +I,-

Customer Cost (IV)

R BAN8) In the

resear!h paper h"n"rab#e resear!her b%i#t this resear!h "n the basis "$ resear!h $rame-"r,)


28/57

Resear!h $rame-"r,


29/57

ESEAC( 1UESTIONS

#, D"es Berger !"#"r ban, pr"d%!t %a#it( generate higher satis$a!ti"n "$

+%st"mers "r n"t

2: D"es the 'se "$ +B& !"mpared t" "ther brands is !"st e$$e!tie "r n"t

3: D"es a$ter the painting *"b is $%##( d"ne& -i## it meet !%st"mer e.pe!tati"n "r

n"t


30/57

(!)OT(ESIS

(#, There is " si0nifi%"nt re."tionship bet4een pro$u%t -u".it/ "n$ %ustomer

s"tisf"%tion in %onte5t of &EGE COLO &ANK in &"n0."$esh6

)

(2, There is " si0nifi%"nt re."tionship bet4een %ustomer %ost "n$

%ustomer s"tisf"%tion in %onte5t of &EGE COLO &ANK in

&"n0."$esh6

(3: There is " si0nifi%"nt re."tionship bet4een finishin0 of the p"intin0

*ob "n$ %ustomer s"tisf"%tion in %onte5t of &EGE COLO &ANK in

&"n0."$esh6


31/57

)O&LEM DE'INITION

M"n"0ement )rob.em,

Satis$(ing !%st"mers are the "n#( -a( t" sta( !"mpetitie in t"da(s mar,etp#a!e)

/he ba#an!ing a!t bet-een -hat !%st"mers -ant and -hat !"mpan( !an pr"ide m%st be

"ptimi;ed in "rder t" ma.imi;e !"mpan(


32/57

hether +"#"r Ban, !an b%i#d the re#ati"nship -ith the target !%st"mer and the spe!i$ies

thr"%gh their pr"d%!ts)

hether +"#"r Ban, !an b%i#d the re#ati"nship -ith the target !%st"mer and the painters

thr"%gh their pr"d%!ts)

7ind "%t the s"%r!e "$ in$"rmati"n)

7ind "%t the !%st"mer satis$a!ti"n #ee# in !"nsiderati"n t" the pr"d%!t %a#it()

7ind "%t the !%st"mer satis$a!ti"n #ee# in !"nsiderati"n t" the seri!e "$ Berger

+"#"r Ban,)

hether Berger !an !reate a-areness in the !"ns%mer mind)

SCO)E O' T(E E)OT

Geo0r"phi% S%ope,

/he resear!her -i## be $"!%sing "n the !%st"mer satis$a!ti"n #ee# $"r Berger +"#"r

Ban, pr"d%!ts Ct" -hat e.tent the( are satis$ied !"n!entrating Dha,a !it() /" ma,e this s%re(

m"re e.tensie& the resear!her diides Dha,a !it( int" s"me gr"%p Cbased "n #"!a#it()

)opu."tion Are" of " Dh"8" Cit/

Consumer &"n"ni 9 Gu.sh"n9&"ri$h"r"9Utt"r"9'"8ir"pu.9

Ko$omto.i9)ur"n" p".t"n9Dh"nmon$i9

Moh"mm"$pur9Sh"ntin"0"r9Sh"mo.i9K"8r"i.9Ni8eto


33/57


34/57

Ch"pter 2Methodolog4

ESEAC( DESIGN


35/57

T/pe of rese"r%h

/he tas, "$ b%siness resear!h is t" generate a!!%rate in$"rmati"n $"r %se in de!isi"n ma,ing)

B%siness resear!h is de$ined as the s(stemati! and "b*e!tie pr"!ess "$ gathering& re!"rding& and

ana#(;ing data $"r aid in ma,ing b%siness de!isi"ns) /here are t-" t(pes "$ resear!h) Basic

research is intended t" e.pand the b"%ndaries "$ ,n"-#edge itse#$ "r eri$( the a!!eptabi#it( "$ a

gien the"r()

Applied research is !"nd%!ted -hen a de!isi"n m%st be made ab"%t a spe!i$i! rea# #i$e pr"b#em)

App#ied resear!h en!"mpasses th"se st%dies %nderta,en t" ans-er %esti"ns ab"%t spe!i$i!

pr"b#ems "r t" ma,e de!isi"ns ab"%t a parti!%#ar !"%rse "$ a!ti"n "r p"#i!()

/his resear!h t(pe is basi! resear!h as -e are tr(ing t" e.pand "%r b"%ndaries "$ ,n"-#edge "$

the #ee# "$ !%st"mer satis$a!ti"n "$ +"#"r Ban, %sers)

N"ture of rese"r%h

hen a resear!her has a #imited am"%nt "$ e.perien!e -ith "r ,n"-#edge ab"%t a resear!h iss%e&

e.p#"rat"r( resear!h is a %se$%# pre#iminar( step that he#ps ens%re that a m"re rig"r"%s& m"re

!"n!#%sie $%t%re st%d( -i## n"t begin -ith an inade%ate %nderstanding "$ the nat%re "$ the

management pr"b#em) /he p%rp"se "$ an e.p#"rat"r( resear!h is intert-ined -ith the need $"r a

!#ear and pre!ise statement "$ the re!"gni;ed pr"b#em) .p#"rat"r( resear!h has t-" interre#ated

p%rp"ses& t" diagn"se a sit%ati"n and dis!"er ne- ideas) M%!h& b%t !ertain#( n"t a##& e.p#"rat"r(

resear!h pr"ides %a#itatie data)

/his resear!h is a qualitative exploratory research& as it is an initia# resear!h !"nd%!ted t" !#ari$(and de$ine the nat%re "$ a pr"b#em) It is %a#itatie as the res%#ts "$ this resear!h $"!%ses "n

-"rds and "bserati"ns& instead "$ n%mbers and mathemati!a# ana#(sis)

ESEAC( STUCTUE


36/57

T/pe of $"t"

/his resear!h -i## be $"!%sing "n an( secondary data& s%!h as maga;ine& arti!#e "r *"%rna# "nBerger paints Bang#adesh #td) preie- resear!h has been !"nd%!ted in !"nte.t "$ Berger Paint

+"#"r Ban,) /his resear!h -i## -"r, -ith "n#( primary data)

D"t" %o..e%tion pro%e$ure

/here are three t(pes "$ meth"d& survey& observation and experiment ) Data is !"##e!ted thr"%gh

s%re( meth"d) 7"r the s%re( meth"d& the resear!her -i## %se %nstr%!t%red pers"na# interie-)

A %esti"nnaire is ,ept in hand "$ the interie-er t" aid the interie- pr"!ess) A pers"na#

interie- is a $"rm "$ dire!t !"mm%ni!ati"n in -hi!h an interie-er as,s resp"ndents %esti"ns

in a $a!e=t"=$a!e sit%ati"n) /here are seera# adantages "$ pers"na# interie-s)

Pr"bing !"mp#e. ans-ers)

/he "pp"rt%nit( $"r $eedba!,)

High parti!ipati"n)

Item n"n=resp"nse E the te!hni!a# term $"r an %nans-ered %esti"n "n an "ther-ise !"mp#ete

%esti"nnaire)

SAM)LING )LAN

/he samp#ing te!hni%e is a cross-sectional study as the data is !"##e!ted at a sing#e p"int in

time)

T"r0et popu."tion/he %ser "$ +"#"r Ban, in the ge"graphi!a# base "$ Dha,a !it(


37/57

S"mp.in0 'r"me

9ist "$ h"%seh"#d C+%st"mers -h" hae %sed +"#"r Ban, "$ Dha,a !it() /his -i## be pr"ided

$r"m Berger Paint H"me D!"r)

S"mp.e unit

Samp#ing %nit !"nsist "$ the resp"ndents) 7"r that reas"n -e diided the t"ta# p"p%#ati"n in t"

s"me gr"%p)

/he ,n"-#edgeab#e resp"ndents)

□ Higher 'pper !#ass)

□ 'pper +#ass)

□ 'pper Midd#e +#ass

S"mp.in0 te%hni-ue

/he samp#ing -i## be n"n=pr"babi#it( %"ta samp#ing) In %"ta samp#ing& the resear!her tries t"

!#assi$( p"p%#ati"n b( pertinent pr"perties& determining desired pr"p"rti"n "$ samp#e $r"m ea!h

!#ass)

S"mp.e si:e

e are !"nsidering the ,n"-#edgeab#e resp"ndents basi!a##( -h" ma,e the p%r!hase de!isi"n

$"r CBerger +"#"r Ban, -ithin Dha,a !it() 7"r that reas"n -e hae diided the t"ta# p"p%#ati"n

in t" s"me gr"%p)

/he ,n"-#edgeab#e resp"ndents)

T Higher 'pper !#ass)

T 'pper +#ass)

T 'pper Midd#e +#ass)


38/57

1.Uttra1

3. PuraPaltan!"antina#ar$%a&rail'a&irapul!ieshwari

. *hanmoni+ohammapur,almatia

Customers

/he #ist "$ !%st"mers -as gien t" the resear!her b( Berger Paints) >%t "$ the @G !%st"mers #ist"$ +"#"r Ban, %sers& 60? "$ the samp#ing $rame is 26) H"-eer& 26 "$ the resp"ndents in the #ist

-ere prei"%s#( interie-ed) /he remaining 1F resp"ndents is !"nsidered the samp#e si;e $"r

!%st"mers) >%t "$ *%dgment& the resear!her has in!#%ded @ m"re !%st"mers "$ +"#"r Ban, in

in!rease the samp#e si;e) /he detai# "$ the area -ise distrib%ti"n is gien be#"-)

S#) N" Area N%mber

26 Gu.sh"n9 &"n"ni9 Ni8eton ;

&"ri$h"r"9 Moh"8h".i DO(S


39/57

D"t" "n"./sis

Data -ere ana#(;ed b( %sing s"$t-are SPSS=1F ersi"n as it "$$ers greater $#e.ibi#it( in data

ana#(sis and is%a#i;ati"n)

/he $"##"-ing statisti!a# te!hni%es -ere app#ied t" ana#(;e the data:

+rana!h


40/57

Ch"pter 3

esu.ts

e.i"bi.it/ %oeffi%ient "n$ $es%ripti+e st"tisti%s


41/57

/he re#iabi#it( !"e$$i!ients& means and standard deiati"ns "$ a## the !"nstr%!ts in the !%rrent

st%d( are disp#a(ed in tab#e) /he !"e$$i!ient a#phas $"r the di$$erent !"nstr%!ts -ere !"mp%ted b(

%sing the !r"nba!h


42/57

N%nna##( C1F4)

/he s%re( -as d"ne -ith a $"rmatted %esti"nnaire haing a 5=p"int #i,er s!a#e) In this st%d(

a#pha a#%e $"r a## the ariab#es are present) A#pha a#%e indi!ates the re#iabi#it( "$ a gien set "$

%esti"ns) Re#iabi#it( den"tes the !"nsisten!( #ee# "$ a %esti"n) /he standard a#%e "$ a#pha is

1)5 means a#%e "er 0)5 is a!!eptab#e)

In this st%d( the a#pha a#%e is -e## "er the standard a#%e& -hi!h is a g""d thing $"r

resear!h) B( seeing this a#%e there is n" d"%bt that the se#e!ti"n "$ %esti"ns is pr"per)

Des%ripti+e st"tisti%s e5p."n"tion

/he means hae been !a#!%#ated b( ta,ing the aerage "$ a## the ans-ers "$ the %esti"ns in ea!h

ariab#e) >n a 5=p"int #i,er s!a#e& the !a#!%#ated mean $"r PR>D'+/ U'A9/I AND

SRVI+ is @)10 -ith a standard deiati"n "$ 0)5F) It signi$ies that the pr"d%!t %a#it( and

seri!e "$ Berger paints has high in$#%en!e "n the per!epti"n "$ !%st"mer satis$a!ti"n as the

a#%e is ab"e G)

/he mean $"r !%st"mer !"sts G)G1 and has a standard deiati"n is 0)@6) S" it !an be said that

d%rabi#it( and !"erage in di$$erent aspe!t is high) +%st"mer be#ie$ the( get better d%rabi#it( and

!"erage)

/he mean a#%e $"r $inishing "$ the painting *"b is G)44 -ith standard deiati"n "$ 0)G5) /his

sh"-s that the !%st"mer !"st "$ !"#"r ban, has high#( a$$e!t "n !%st"mer satis$a!ti"n)


43/57

Corre."tion7indings re#ated t" pr"d%!t and seri!e

Correlation table for Customers satisfaction level on product and services& Satisfaction on

Color Bank products quality

training +%st"mer satis$a!ti"n

training Pears"n !"rre#ati"n 1 )6F2W

sig= C2=tab#e )01F

N20

20

+%st"mersatis$a!ti"n

Pears"n !"rre#ati"n )6F

1

sig= C2=tab#e 0)1

F

N 20 20

W+"rre#ati"n is signi$i!ant at the 0)05 #ee# C2=tai#ed

/he Pears"n


44/57

Corre."tion t"b.e bet4een %ustomer %ost "n$ %ustomer s"tisf"%tion

Corre."tion+%st"mer !"st +%st"mer satis$a!ti"n

+%st"mer !"st Pears"n !"rre#ati"n 1 )505

Sig) C2=tai#ed )0@

N 20 20

+%st"mer satis$a!ti"n Pears"n !"rre#ati"n )505 1

Sig) C2=tai#ed )0@

N 20 20

/he Pears"n


45/57

/he Pears"n


46/57

M"de# R R s%are Ad*%sted

R

Std) err"r

"$ the

1 )6F2a )@52 )GF )GF1@

a) Predi!t"rs: C!"nstant& pr"d%!t and seri!e %a#it(

M"

de#S%m

"$

d$ Mean s%are 7 Sig)

1 Regressi"n 1)1GF 1 1)1GF 4)2G6 )01Fa

Resid%a# 1)G40 10 )1G4

/"ta# 2)51F 11

a) Predi!t"rs: C!"nstant& pr"d%!t and seri!e %a#it(

b) Dependent ariab#e: !%st"mer satis$a!ti"n

+"e$$i!ients a

M"

de#

'nstandardi;ed !"e$$i!ients Standardi;

ed

!"e$$i!ient

t Sig)

B std)

err"r

1 C!"nstant 1)40G )

)6F2

2)2@ )0@4

Pr"d%!t and )556 )

1

@

2)4F0 )01F

%a#it(

a) Dependent ariab#e: !%st"mer satis$a!ti"n


47/57

M"de# Beta in t Sig

)Partia

#

!"rre#ati

"n

+"

#inearit(

Statisti!s

/"#eran!

1 !%st"mer !"st )1GFa ) ) )1@@ )60F

7inishing "$ the painting )@6a 1)FG ) )500 )55F

a) Predi!t"rs in the m"de#: C!"nstant& pr"d%!t and seri!e %a#it(

b) Dependent ariab#e: !%st"mer satis$a!ti"n

9inear regressi"n -i## -"r, as a %se$%# t""# in testing h(p"thesis) In this part "$ the ana#(sis -e

-i## see that -hi!h independent ariab#es indiid%a##( pr"ide a meaning$%# !"ntrib%ti"n t"-ards

the e.p#anati"ns "$ the dependent ariab#e) 9inear regressi"n ana#(sis he#ps t" determine the

m"st signi$i!ant re#ated ariab#e that e.p#ains the dependent ariab#e)

Assessment o f rese"r%h h/potheses

ese"r%h (/pothesis #

7r"m !"rre#ati"n& it has been $"%nd that pr"d%!t and seri!e %a#it( CrX)6F2& pY0)05 had a

signi$i!ant re#ati"nship -ith !%st"mer satis$a!ti"n and the( are p"sitie#( !"rre#ated in !"nte.t "$

Berger paints Bang#adesh #td) s" the res%#t "$ !"rre#ati"n ana#(sis pr"ided s%pp"rt $"r

h(p"thesis 1)

/he regressi"n ana#(sis that -e hae d"ne a#s" s%pp"rts this h(p"thesis) R s%are re$ers @5)2?

arian!e in !%st"mer satis$a!ti"n aspe!t is e.p#ained b( pr"d%!t and seri!e %a#it() 7X4)2G6 at

pX0)01F des!ribes the m"de#


48/57

predi!t"r and predi!ted ariab#e is eident b( the a#%e "$ tX2)4F0 hen!e& "n the basis "$ these

res%#ts it !an be in$erred -ith !"n$iden!e that H1 is a!!epted)

ese"r%h (/pothesis 2

7r"m !"rre#ati"n& it has been $"%nd that !%st"mer !"st CrX)505 had n"t a statisti!a##( signi$i!ant

re#ati"nship -ith per!eied !%st"mer satis$a!ti"n be!a%se "$ the sig) C2=tai#ed a#%e in the

ana#(sis is 0)0@ -hi!h is greater than )05 and $"r this -e !an !"n!#%de that there is n"

statisti!a##( signi$i!ant !"rre#ati"n bet-een t-" ariab#es)

7r"m regressi"n ana#(sis& !%st"mer !"st $ai#ed t" enter int" the regressi"n e%ati"n -hi!h

indi!ates that this is n"t signi$i!ant#( ass"!iated -ith per!eied "rgani;ati"na# per$"rman!e)

Hen!e& based "n the res%#t it !an be in$erred -ith !"n$iden!e that H2 is re*e!ted)

ese"r%h (/pothesis 3

7r"m !"rre#ati"n& it has been $"%nd that $inishing "$ the painting *"b CrX)F2@& pY0)001 had a

high#( statisti!a##( signi$i!ant re#ati"nship -ith per!eied !%st"mer satis$a!ti"n and the( are p"sitie#( !"rre#ated in !"nte.t "$ Berger paints Bang#adesh #td) the res%#t "$ !"rre#ati"n pr"ided

s%pp"rt $"r h(p"thesis G)

7r"m the regressi"n ana#(sis& $inishing "$ the painting *"b $ai#ed t" enter int" the regressi"n

e%ati"n -hi!h indi!ates that this is n"t signi$i!ant#( ass"!iated -ith !%st"mer satis$a!ti"n)

Hen!e& "n the basis "$ these res%#ts it !an be in$erred -ith !"n$iden!e that HG is n"t a!!epted)

Internship position "n$ $uties

As I -as app"inted as an intern at the Mar,eting and Sa#es Department "$ the Berger Paints

Bang#adesh 9imited& I had t" -"r, $"r the Assistant Mar,eting Manager& Mrs) Reina Ash$in

8han and a#s" $"r the Assistant Sa#es Manager& Mr) Shabbir Ahmad) I a#s" -"r,ed -ith the

Assistant Manager $"r +"#"r Ban,& Mr) S%brata Pa%#) Assisting these three Assistant Managers in

their di$$erent -"r,s -as m( ma*"r d%ties) A#"ngside I hae !"nd%!ted t-" s%re(s "n the


49/57

dea#ers "$ the BPB9 and "n genera# p%b#i! ab"%t paint and the !"mpanies that d" b%siness in

Bang#adesh) >ne "$ m( "ther d%ties -as t" assist the Management /rainee >$$i!er CM/>& Mr)

Shai,h Imran A;i; in "rgani;ing di$$erent s"rts "$ eents)

N"- the b%##et p"ints stated be#"- -i## en#ist a## the tas,s that I had d"ne d%ring m( internship

peri"d:

+a#!%#ati"ns "$ the sh"p signb"ard

Being present d%ring the sh"p signb"ard insta##ati"n

'se the SAP s"$t-are t" d"-n#"ad sa#es data

8eep /ra!, "$ a## the gi$ts distrib%ted t" the dea#ers

Maintain an a!!"%nt t" tra!e the gi$ts distrib%ti"ns t" the emp#"(ees "$ BPB9

Assist the Assistant Sa#es Manager in ma,ing r"##ing $"re!asting

Assist the Qenera# Sa#es Manager= De!"ratie CQSM=D in ma,ing sa#es presentati"n

8eep /ra!, "$ the Mass +a#endar< "rders made b( the dea#ers

+"nta!t the dea#ers ab"%t the in$"rmati"n $"r the Mass +a#endar< indent

Ma,e entries t" the M/D and /D sheets maintained in the MS=.!e# $"rmat

'pdate the sa#es data

Identi$( the +"#"r Ban, Dea#ers

/ra!, the +"#"r Ban, dea#ers< sa#es per$"rman!es

9"", $"r p"tentia# +"#"r Ban, dea#ers

/ra!e the dea#ers that ma( be e#igib#e %nder the dea#ers s!hemes per$"rman!e<

+"nd%!t s%re( as a m(steri"%s sh"pper

+"##e!t in$"rmati"n ab"%t the !"mpetit"rs and their pr"d%!t

+"##e!t in$"rmati"n ab"%t the h"%sing !"nstr%!ti"n !"mpanies and their %ses "$ !"#"rs

+"##e!t in$"rmati"n ab"%t the #"!a# sh"e man%$a!t%rers and the sh"e adhesie

+"nd%!t s%re( "n the dea#ers ab"%t Berger Paints Bang#adesh 9imited

+"nd%!t s%re( "n genera# p%b#i! ab"%t ari"%s paint !"mpanies


50/57

Assist the M/> in ari"%s eent "rgani;ing tas,s

riting mem" $"r p#a!ing re%isiti"ns


51/57

Maintain the re!"rds "$ the e#igib#e dea#ers $"r the $"reign trips

8eep an e(e "n the dea#ers #i$ting "$ the paint !ateg"ries and !"nin!e them t" #i$t "ther

pr"d%!t !ateg"ries

/hese -ere the tas,s that I hae d"ne d%ring the internship peri"d at Berger Paints Bang#adesh

9imited) N"- I -i## des!ribe a## the p"ints in detai#s

)

Use the SA) soft4"re to $o4n.o"$ s".es $"t",

I -as and sti## I am $"rt%nate that I am %sing SAP CS(stem Ana#(sis and Pr"gram t" d"-n#"ad

the sa#es data) /his s"$t-are enab#es a## the departments and "$$i!es "$ BPB9 t" integrate and get

inter#in,ed in a %i!, manner) Prei"%s#(& an"ther s"$t-are named 9ega!(


52/57

Keep Tr"%8 of ".. the 0ifts $istribute$ to the $e".ers,


53/57

/he dea#ers "$ Berger Paints Bang#adesh 9imited CBPB9 get #"ts "$ gi$ts $r"m the !"mpan( $"r

their per$"rman!e and $"r pr"m"ti"na# a!tiities) B%t& main#( the sa#es per$"rman!es "$ the

dea#ers he#p them t" -in "r gain ari"%s gi$ts) /he Berger Dea#ers get 21 +"#"r /V& 9+D /V& 1/"n Sp#it Air +"nditi"ners& IPS& Shade !ards& Digita# +amera& M"bi#e Ph"nes& +ei#ing 7ans& 7M

Radi"& 1@ /V& /ab#e 7ans& +r"!,er( Sets& Paint Br%sh& +reden!e rist at!h& /itan rist

at!h& a## +#"!,s& /=Shirts& Ja!,ets& S-eaters& Shirts& +aps& M%gs and s" "n) I had t" maintain

the st"!, "$ these gi$ts b( assisting an "$$i!er "$ the mar,eting department) /he gi$ts are st"!,ed

at the 5th

$#""r "$ the !"rp"rate "$$i!e& and the st"!,s are %pdated reg%#ar#()

M"int"in "n "%%ount to tr"%e the 0ifts $istributions to the emp.o/ees of &)&L,

/he emp#"(ees "$ BPB9 are m"tiated thr"%gh s"me s"rt "$ gi$ts) /he emp#"(ees get Berger

+"rp"rate Diar(& Berger Sma## Diar(& Berger +a#endar& Seas"na# Qreeting +ards "$ spe!i$i!

names printed& Des, +a#endars& Big +a#endars& +reden!e rist at!h C$"r the Qenera#

Managers "n#(& a## +#"!,s& +r"ss Pens& /=Shirts& Ja!,ets& S-eaters& Shirts& +aps& M%gs

C7eather Brand and s" "n) S"& I had t" ,eep a## the re!"rds "$ these gi$ts that are dispensed t" the

emp#"(ees "$ BPB9) /hese gi$ts m"tiate the emp#"(ees t"-ard their -"r,s and a#s" in!rease

the #"(a#t( t" the "rgani;ati"n) /he Re!"rds are ,ept in a MS=.!e# sheet& and then trans$"rmed

t" the SAP $"r aai#abi#it( t" a## the departments)

Assist the Assist"nt S".es M"n"0er in m"8in0 o..in0 'ore%"stin0,

/he R"##ing 7"re!asting is a er( imp"rtant matter $"r the BPB9 emp#"(ees) /his $"re!asting

enab#es the pr"d%!ti"n department& s%pp#( !hain department& and the mar,eting sa#es

department t" prepare the b%dget $"r a -h"#e m"nth andK"r a (ear) And the ra- materia#

p%r!hase de!isi"ns are a#s" made %p"n seeing the r"##ing $"re!asting) /he o..in0 fore%"st is a

pr"*e!ti"n int" the $%t%re based "n past per$"rman!es& r"%tine#( %pdated "n a reg%#ar s!hed%#e t"

in!"rp"rate data) In this pr"!ess I had t" enter the a!t%a# m"nth#(K(ear#( sa#es and !"mpare them

-ith the b%dgeted m"nth#(K(ear#( sa#es) /hen this -as s%bmitted t" the Assistant Sa#es Manager

CAM =Sa#es& a$ter that it -as !he!,ed& and the am"%nt "$ the r"##ing $"re!asting -as de!ided b(


54/57

the AM ESa#es) /hen the r"##ing $"re!asting has t" be entered t" an"ther MS=.!e# Sheet and

disb%rsed t" the regarding departments) /he r"##ing $"re!asting -i## be %sed b( the S%pp#( +hain&

Pr"d%!ti"n Department and 7inan!e Department $"r the ne.t phase "$ pr"d%!ti"n)

Keep Tr"%8 of the M"ss C".en$"rF or$ers m"$e b/ the $e".ers,As part "$ the pr"m"ti"na# a!tiities& the dea#ers and the s%b=dea#ers "$ Berger Paints get

!a#endars -ith their names "r the names "$ their sh"ps printed) a!h +a#endars !"sts ar"%nd

BD/)@5 b%t& the dea#ers hae t" pa( *%st BD/)25 "n#( $"r ea!h !a#endar& and the rest "$ the

am"%nt is s%bsidi;ed b( BPB9 as pr"m"ti"na# !"st) /his pr"!ess is a#s" #i,e the sh"p signb"ard

"rder p#a!ement pr"!ess) /he pr"!ess is sh"-n be#"-

I had t"

"rders

re!"rd the

"$ the

mass !a#endars b( separating them diisi"na##() I a#s" had t" re!"rd the pa(ments that -ere made

b( the dea#ers)

)

M"8e Entries to the MTD "n$ !TD Sheets M"int"ine$ in the MSE5%e. 'orm"t,

In this !ase I %sed t" assist the AM=Sa#es in re!"rding the M/D CM"nth#( /rade Detai#s and

/D Cear#( /rade Detai#s "$ sa#es $"r the $%t%re %se) /hese a!t%a# M/D< and a!t%a# /D<

-"%#d be %sed t" ma,e r"##ing $"re!asting& and these sa#es data -i## be !"mpared -ith the


55/57

b%dgeted M/D< and b%dgeted /D


56/57

entered& the -h"#e data sheet might t%rn int" ma(hem) A## the tra!,s -ere ,ept in the MS=.!e#

sheets)

Up$"te the S".es D"t",

'pdating the sa#es data $r"m the d"-n#"aded $i#es thr"%gh SAP $r"m the sa#es "$$i!es -ere a

ma*"r tas,) It t"", h"%rs t" %pdate the data a!!%rate#(& and the data -ere diided int" m"nth=

-ise sa#es) /he sa#es gr"-th& sa#es "#%mes& and sa#es per$"rman!e -ere %pdated thr"%gh this

*"b)

I$entif/ the Co.or &"n8 De".ers,

A$ter %pdating the sa#es data in the Spreadsheet& it -as m( d%t( t" $i#ter the +"#"r Ban, Dea#ers

$r"m a## the dea#ers and s%b=dea#ers) /his tas, -as d"ne $"r the Assistant Manager = +"#"r Ban,)

/his tas, enab#ed me t" %se di$$erent s"rts "$ $"rm%#as in the spreadsheet $"r $i#tering spe!i$i!

s"rt "$ data)

Tr"%8 the Co.or &"n8 De".ersF S".es )erform"n%es,

er( m"nth the +"#"r Ban, dea#ers #i$t +"#"r Ban, pr"d%!ts #i,e JS& AP +#assi!& +

Sm""th +#assi!& R"bbia#a! a## P%tt( and s" "n) I -as resp"nsib#e t" tra!, the per$"rman!es "$

the +"#"r Ban, Dea#ers) I had t" "bsere the m"nth#( sa#es per$"rman!es "$ the +"#"r Ban,


57/57

Berger Paints Bangladesh

Dea#ers& and a#s" mar, the ast ariati"ns "$ the !%rrent and prei"%s m"nth sa#es "$ a sing#e

dea#er)

Loo8 for potenti". Co.or &"n8 $e".ers,

Mar,eting is a s"rt a!tiit( -here the mar,eters tr( t" spread the pr"d%!ts t" a## the targeted

!%st"mers) Berger Paints is a#s" d"ing the same) e hae +"#"r Ban, Dea#ers& b%t t" in!rease

the mar,et share and b""st the sa#es) /he BPB9 +"#"r Ban, has t" #"", $"r the h"#es t" $i## %p) In

this pr"!ess a## the sa#es data I had& -"%#d be reised& and the !%rrent +"#"r Ban, Dea#ers -i## be

,ept aside) /hen the tas, -as t" $ind the n"n=+"#"r Ban, Dea#er -h" s"#d m"re than

BD/) 400&000 ann%a##() And then& these p"inted "%t dea#ers -"%#d be in$#%en!ed t" be!"me

+"#"r Ban, Dea#ers) A#beit& there are man( dea#ers !"nsidered as the pr"spe!tie +"#"r Ban,

Dea#ers& b%t d%e t" their pa(ment pattern and the sit%ati"ns& the( !ann"t be!"me the +"#"r Ban,

Dea#ers)

/he +"#"r Ban, Dea#ers get #"ts "$ $a!i#ities pr"ided b( BPB9) 7"r e.amp#e the +"#"r Ban,

Dea#ers get A%t"mati!KSemi=A%t"mati! +"#"r Ban, Ma!hines& !"mp%ters $"r the sh"ps t" %se

the +"#"r Ban, $a!i#ities& $ree de!"rati"n "$ /hai a#%min%m $rames& and a#s" +"#"r Ban, -a##

!#"!,s)

/hen the term !"mes t" in$#%en!e the targeted dea#ers t" t%rn them int" +"#"r Ban, Dea#ers) I

hae appr"a!hed t" F +"#"r Ban, Dea#ers& 6 "$ them agreed t" !hange their stat%s t" +"#"r Ban,

dea#ers)

Tr"%e the De".ers th"t m"/ be E.i0ib.e Un$er the De".ers S%hemes )erform"n%eF,

In this term I -as resp"nsib#e t" tra!e the sa#es per$"rman!e "$ the dea#ers %nder ari"%s s!hemes

"$$ered b( BPB9) 7"r e.amp#e a $e- da(s ba!, there -as a G=m"nth #"ng CSeptember=

N"ember s!heme $"r the dea#ers) /his s!heme !"ntained a targeted sa#es am"%nt $"r the

dea#ers& i$ the targeted sa#es are a!hieed& then the dea#ers -i## get man( s"rts "$ gi$ts and $"reign

i /h b# b # h h #i $ h h

berzar color print assignment (1).docx

Documents