A

PROJECT REPORT

ON

Market Research for Analyzing the Potential Of

Revamp/Repair Business with Old Installation

Of BLUE STAR LIMITED

SUBMITED TOWARDS PARTIAL FULFILMENT OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED BY VIKAS THAKRAN

FACULTY GUIDE: INDUSTRY GUIDE:

MRS. RAJEETA DIXIT MR. DEEPAK JAIN

PROFESSOR REGIONAL HEAD

INSTITUTE OF MANAGEMENT & ENTREPRENEURSHIP BLUE STAR LTD.

PUNE.

1

BHARTI VIDYAPEETH UNIVERSITY, PUNE

INSTITUTE OF MANAGEMENT AND ENTREPRENUERSHIP DEVELOPMENT, PAUD

ROAD, ERANDWANE, PUNE-38

CERTIFICATE OF COMPLETION

This is to certify that Mr.VIKAS THAKRAN is a bonafide student of MBA

program of the university in this institute for the year 2009-2011. As a part of

the University curriculum, the student has completed the project report titled

“Market Research for Analyzing The Potential Of Revamp/Repair Business

With Old Installation Of Blue Star Ltd.”.The project report is prepared by the

student under the guidance of PROF RAJITA DIXIT.

(Teacher Guide) Program Co-coordinator Director

Date:

Place: Pune

2

DECLARATION

I, Vikas Thakran, hereby declare that this project report titled as “Market Research for Analyzing The Potential Of Revamp/Repair Business With Old Installation Of Blue Star Ltd.”, Focus- NATION CAPITAL REGION, is my original work under the guidance of Mr. Deepak Jain, towards partial fulfillment of the requirements for the MBA course of Institute of Management & Entrepreneurship Development, Pune.

I also affirm that the information given in this report is materialized and

authentic.

Place: - Pune

Date: -

VIKAS THAKRAN

3

ACKNOWLEDGEMENT

First and foremost, I extend my deepest thanks to Mr. Deepak Jain for giving

me this opportunity to work in such a prestigious organization as well as for giving

me a wonderful live project. He has been a perfect guiding force and source of

inspiration throughout the tenure of the project. Without his constant guidance and

feedback, I would have never been able to complete the project in the manner that I

did.

I wish to express my gratitude to our director Mr. Nitin Nayak of IMED for

having offered me an opportunity to work on this project.

I also express my sincere thanks to Mrs. Rajeeta Dixit , my project guide and

to the Staff Members of Blue Star Ltd. who assisted me in completing this project

work.

Two months with Blue Star Ltd. has been full of learning and sense of

contribution towards the organization. I would like to thanks Blue Star Ltd. for

giving me an opportunity of learning and contributing through the project. I also

take this opportunity to thank all those people who made my experience a

memorable one.

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SERIAL No. TITLE PAGE No.

CHAPTER-1 6

1.1 HISTORY 7-10

1.2 COMPANY PROFILE 11-12

1.3 PRODUCT LINE 13-24

CHAPTER -2 25

2.1 RESEASCH METHODOLGY 26

2.2 OBJECTIVE OF STUDY 27-28

2.3 RESEARCH METHOD 29

2.4 SOURCES OF DATA COLLECTION 30

CHAPTER - 3 31

3.1 DATA ANALYSIS 32-36

CHAPTER-4 37

4.1 FINDINGS & SUGGESTION 38-39

CHAPTER-5 40

5.1 CONCLUSION 41

CHAPTER -6 42

6.1 BIBLIOGRAPHY 43

TABLE OF CONTENT

5

CHAPTER – 1

HISTORY

6

1.1 HISTORY

Blue Star was founded in 1943, by Mohan T Advani, an entrepreneur of exemplary vision and drive. The Company began as a modest 3-member team engaged in reconditioning of airconditioners and refrigerators.

Within three years, the Company secured the agency for US-based Melchoir Armstrong Dessau's airconditioning equipment. Shortly after, the Company was selected by Worthington, the US leader in airconditioning, as its India based partner - these were the first of numerous foreign associations to follow.

An expanding Blue Star then ventured into the manufacture of ice candy machines and bottle coolers and also began the design and execution of central airconditioning projects. Then came the manufacture of water coolers. In 1949, the proprietorship company set its sights on bigger expansion, took on shareholders and became Blue Star Engineering Company Private Limited.

Ever since, there has been a constant and profitable growth. Blue Star diversified and took up agencies for Material Testing Machines and Business Machines. The export arena beckoned and the Company began exporting water coolers to Dubai, where in fact, 'Blue Star' soon became the generic name for water coolers.

The sixties and the early seventies witnessed Blue Star continuing to expand and thrive. A team of dedicated professionals aided Mohan T Advani in ever furthering his vision of a profitable company dedicated to its ideals of professionalism and success. Employee strength crossed the 1000 mark and the company went public in 1969 to become Blue Star Limited, as it continues to be called today.

In 1970, the Company took up the all-India distributorship of Hewlett-Packard products, a business relationship which continues today and has grown ever stronger through the years. As the Company's reputation for delivering the goods in

7

the most challenging of airconditioning projects grew steadily, the early seventies saw a series of prestigious projects being entrusted to Blue Star - skyscrapers such as Air India Building, Express Towers, the Oberoi Hotel in Mumbai, apart from several others. Revenues touched the Rs. 10-crore mark and staff strength doubled to exceed 2000.

As its Indian presence reached greater heights, the Company began building determinedly upon its existing overseas presence, Blue Star set up a joint venture with Al Shirawi in Dubai and went on to execute some outstanding projects in Syria, Iraq and Saudi Arabia. To complement its airconditioning projects and undertake turnkey industrial projects, an Industrial Division was set up in 1978.

Always moving with the times and ever on the lookout for business possibilities, Blue Star next set up a software export unit at Seepz, Mumbai in 1983. Then came associations with more global leaders - a collaboration with York International of USA for central airconditioning equipment and joint ventures with Motorola and Yokogawa.

In 1984, Ashok M Advani & Suneel M Advani, the sons of Mohan T Advani, took over the reins of the Company, after spending nearly 15 years within the Company steadily climbing up the ladder. A renewed thrust was placed on the company's core business areas - airconditioning and refrigeration and the distribution of professional electronics equipment - and the company emerged a market leader in these focus areas.

The nineties witnessed India entering an era of economic liberalisation and an upsurge in competition as the dynamic business scenario attracted the world's most forward-looking corporations. It was time to re-look at existing business competencies, re-engineer those that were obsolete and forge ahead in acquiring new business competencies. Blue Star was more than equal to the challenge and expansion continued unabated.

In keeping with this focus, an advanced manufacturing facility was set up at Dadra in 1997, in technical collaboration with Rheem, USA, to enhance manufacturing competency. Today it bears the distinction of being regarded as the best such plant India-wide. The dealer network was strengthened and expanded to bring products within easy reach of every customer.

With the advent of the much awaited new millennium in 2000, the action continued. The software unit was spun off into a separate company, Blue Star Infotech Ltd., the export of airconditioning products from the Dadra factory began

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and contract manufacturing for local and foreign brands commenced. A new Corporate Vision was developed - "To deliver a world-class customer experience". Every employee is determined to follow this vision and keep their organization a competitive and forward-looking one.

Blue Star crossed the Rs. 500 crore milestone in 2000 and the Rs. 600 crore milestone in 2002-03. With the boom in construction activity and increased infrastructure investments, the Company leveraged its leadership position to grow aggressively. In the following three years, the Company nearly doubled its turnover, clocking Rs 1178 crores in 2005-06.

Even more than size, Blue Star enjoys an enviable reputation as an ethical corporation, ever mindful of its obligations towards customers, shareholders, dealers, business partners, employees and the environment in which it operates.

"To deliver world class customer experience", has been the core philosophy of Blue Star. The Manufacturing division of the company also aspires to be of world-class caliber.

Blue Star's foray into manufacturing was a modest effort at producing ice candy machines in the 1940s, at first from a small office in Forbes Street at Colaba in Mumbai. It was only in the mid 1960s that Mohan T Advani expanded Blue Star's manufacturing base by buying a factory in Thane, then a distant suburb in Mumbai.

The second plant was built in 1980 in Bharuch in Gujarat to manufacture water coolers, deep freezers and bottle coolers.

In the late 1990s with the software boom driving the economy, investments in manufacturing sector were dwindling. Manufacturing facilities started become an unviable proposition. As a result, a lot of manufacturing units had to be closed down. However Blue Star management was convinced that manufacturing would be an important driver in the value chain and was important for the company to be successful in the longer run.

A new and exciting chapter began with the inauguration of a world-class factory in Dadra in July 1st, 1997. The project at Dadra was incorporated with state-of-the-art technologies, quality standards and manufacturing process with consultations from Rheem USA.

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After the success of Dadra, Blue Star has been able to transplant the manufacturing philosophy and attitude to the other factories at Thane and Bharuch as well.

The two fundamental transformations of Blue Star's manufacturing took place in improving operational efficiencies and quality improvement resulting in competitiveness in terms of price and delivery. Blue Star remained competitive in the market where prices of airconditioning products fell constantly since the late 1990s. The introduction of world class manufacturing facilities coupled with IT, automation and an overall positive morale amongst the employees resulted reduction of manufacturing cost.

With the addition of Himachal Plant in 2005, which was built with in-house expertise, Blue Star has been able to meet the increasing market demand. Himachal plant has the advantage of scale of operations and also enjoys tax benefits.

Wada facility is the most recent one set-up by the Company. With a plot size of around 36 acres, this facility is planned to eventually be Blue Star’s largest manufacturing facility. Wada factory is a state-of-the-art facility and follows world-class manufacturing practices.

Blue Star's five modern manufacturing facilities coupled with a robust product development team and a significant contribution from the original equipment manufacturers and export market has given Blue Star a cutting edge in manufacturing.

1.2 COMPANY PROFILE

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Blue Star is India's largest central air-conditioning company with an annual turnover of Rs 2556 crores, a network of 29 offices, 5 modern manufacturing facilities, 700 dealers and around 2600 employees.

It fulfills the air-conditioning needs of a large number of corporate and commercial customers and has also established leadership in the field of commercial refrigeration equipment ranging from water coolers to cold storages. The Company has also started offering Electrical Contracting and Plumbing & Fire Fighting Services. Blue Star's other businesses include marketing and maintenance of hi-tech professional electronic and industrial products.

Blue Star has business alliances with world renowned technology leaders such as Rheem Mfg Co, USA; Hitachi, Japan;, UK; Thales e-Security Ltd., UK; Jeol, Japan and many others, to offer superior products and solutions to customers.

The Company has manufacturing facilities at Thane, Dadra, Bharuch, Himachal and Wada which use state-of-the-art manufacturing equipment to ensure that the products have consistent quality and reliability.

Blue Star primarily focuses on the corporate and commercial markets. These include institutional, industrial and government organizations as well as commercial establishments such as showrooms, restaurants, banks, hospitals, theatres, shopping malls and boutiques. In accordance with the nature of products and markets, business drivers, and competitive positioning, the lines of business of Blue Star can be segmented as follows:

Fact Sheet

Total Income: Rs.2556 Cr Net Profit: Rs.211 Cr

Employees: 2600

Manufacturing Units: 5

Offices: 29

Dealers: 720

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Electro Mechanical Projects and Packaged Airconditioning Systems

This comprises central and packaged airconditioning as well as electrical projects. The central and packaged airconditioning business involves design, engineering, manufacturing, installation, commissioning and support of large central airconditioning plants, packaged airconditioners and ducted split airconditioners. In addition to this, Blue Star promotes after-sales service as a business, by offering several value added services in the areas of upgrades and enhancements, air management, water management, energy management and LEED certification consultancy for Green Buildings.

The Company also executes building electrification contracting projects and offers expertise in the areas of electrical design and engineering, supply and installation of entire power systems as well as liasioning, approvals, commissioning and asset management.

Cooling Products

Blue Star offers a wide range of contemporary window and split airconditioners. The Company also manufactures and markets a comprehensive range of commercial refrigeration products and services that cater to the industrial, commercial and hospitality sectors. These include water coolers, bottled water dispensers, deep freezers, cold storages, bottle coolers, ice cube machines and supermarket refrigeration products.

Professional Electronics and Industrial Systems

For over five decades, the Electronics Division has been the exclusive distributor in India for many internationally renowned manufacturers of hi-tech professional electronic equipment and services, as well as industrial products and systems. The Company has carved out profitable niches for itself in most of the specialized markets it operates in, such as analytical instruments, medical electronics, data communication products, material testing, and test and measuring instruments.

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1.3 PRODUCT DETAIL OF BLUE STAR

Central Airconditioning Screw Chillers Scroll Chillers

Double Skin Air Handling Units

Fan Coil Units

Packaged Acs

Hiper Packaged Acs

Hisen Packaged Acs

Ducted Splits

Vrf Systems

Room Airconditioners Window Airconditioners Split Airconditioners

Cassette Airconditioners

Verticool Split Acs

Concealed Split Acs

Commercial Refrigeration

Deep Freezers Ice Machines

Water Coolers

Flexi Water Coolers

Bottle Coolers

Milk Coolers

Bottled Water Dispensers

Supermarket Display

Cold Storages Modular Cold Rooms Refrigeration Units

PUF Insulated Panels

Ripening Chambers

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Speciality Cooling Products

Process Chillers Telepacs

Precision Control Packaged Acs

Bulk Milk Coolers

Mortuary Chambers

Exports Chillers AIR SIDE PRODUCTS

Room Airconditioners

Special Applications

Refrigeration

PRODUCT INFORMATION

1. WINDOW AIR CONDITIONER

With aesthetically appealing designs and superior performance, Blue Star Window Airconditioners come with some brand new exciting features. A reliable and accurate electronic thermostat, fuzzy logic control that adjusts performance automatically and a low energy consuming compressor, besides others. They also include dependable components, excellent after-sales service and stunning looks. After all, you can't expect anything less than that from the leaders.

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FEATURES

Great Looks Power Saver Compressor Long Life Advanced Fan Motor 3-Speed Cooling Inner Grooved Condenser 4-Way Air Distribution Capacities: 0.75TR to 2TR

Remote Features:

Digital Display Electronic Thermostat Programmable Timer Backup Sleep Mode Quick Start*

2.SPLIT AIR CONDITIONER

Star Rated Hi-Wall Split ACs

Capacity: 1 TR to 2 TR

Mega Split Airconditioners Capacity: 2.5 TR to 3 TR

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Blue Star, leaders in central airconditioning, also bring you a state-of-the-art range of split airconditioners that suit corporate, commercial and residential needs

3.CASSETTE AIR CONDITIONER

Blue Star's cassette airconditioners not only look contemporary, but are also extremely quiet and installation friendly. They blend beautifully with stylish interiors by virtue of their excellent looks, fit and finish. Their compactness and ability to distribute cool air uniformly in four directions without ducting make them an ideal choice where it is not practical to have a ducts for air flow (due to structural constraints such as low cross beams).

Features

Available in 1.5, 2, 3 and 4 TR Aesthetic design

Preferred choice for commercial/residential spaces with low ceilings

Integrated drain pump ensures that condensed water is drained effectively without damaging the false ceiling

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4.VERTICAL SPLIT AIR CONDITIONER

A versatile air-conditioning solution for large commercial spaces such as open-layout offices, showrooms and banks particularly when you need it in no time.

Features

Available in 2.5, 3.5 and 4.5 TR Ideal for air-conditioning existing open layouts

without obstructing partitions

Needs no ducting or false ceiling, hence quick to install

It does not need wall or window space, an unused corner or space beside a column in the room will do

Cold air is delivered efficiently from a good height and can therefore reach up to 25 ft., enabling effective cooling of a large area

Power saver

Long life

Blue fin condenser for highly efficient heat transfer

Fuzzy logic control for intelligent cooling

Oscillating louvres for uniform cooling

Low noise

Dry Mode dehumidifies the air and removes extra moisture from the room

User-friendly Remote Control

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5. CONCEALED SPLIT AIR CONDITIONER

Apart from being reliable and trouble-free, the unique low noise feature makes it the quietest in the category. Its low height makes it easy to conceal, offering a central airconditioning look with higher head room. A big bonus when wall and floor space is limited.

Features

Available in 1, 1.5, 2, 3, 4, 5 and 7.5 TR Low noise and low height

State-of-the-art compressor saves 10-15% electricity bills

Programmable timer

Time delay feature for longer life of compressor

Auto-restart

Fuzzy logic control for intelligent cooling

Detachable fan panel for easy servicing of fan motor and coil

Salt spray-tested GI panels for longer life and aesthetic appeal

Highly efficient permanent split capacitor motor

6. FLEXIBLE DUCTED SPLIT AIR CONDITIONER

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This product offers you the ease of installation of a non-ducted AC even while giving you the power of a ducted system. These units adapt themselves to any space, even those with low height ceilings. The flexible design not only allows freedom in layout and design, but also means economical, speedy ducting solutions. These can be installed in residences, clinics, eateries, commercial spaces, offices, shops and many more other locations.

Features

Available in 3 & 5 TR. Highly flexible, installation friendly design.

Available in a standard diameter of 200 mm, with fiberglass insulation of 25 mm or without insulation.

Easy-to-connect to supply air grilles and diffusers.

No sheet metal fabrication work at site.

Low operating cost

Reliable and energy efficient Copeland compressor.

Galvanized steel, pretreated and polyester powder-coated sheet metal for long life and corrosion-free operation.

User-friendly Corded Pendant Controller offers fuzzy logic operation.

SERVICES SOLUTION PROVIDED BY BLUE STAR

Why is it important to service your airconditioning and refrigeration system?

All airconditioning and refrigeration systems, like any other machine, depreciate with time. And if not properly maintained, they progressively lose efficiency, consume more power, and drain your profits.

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Without regular maintenance an airconditioner looses its original efficiency steadily every passing year. It is common knowledge that these inefficiencies accelerate in the absence of adequate monitoring and maintenance. Thereby, causing a lot of inconvenience.

The good news however, is that you can recover most of that lost efficiency through regular maintenance. Studies show that with regular tune-ups a unit will maintain up to 95% of its original efficiency. This means that the cost of a periodic tune -up is recovered very quickly in savings on your monthly power bill and reduced running and repair costs.

Why Blue Star?

Blue Star, India's largest airconditioning and commercial refrigeration company, has been providing expert cooling solutions for over six decades. Blue Star provides you with the finest and most comprehensive range of services, to take care of your airconditioning system. With our experience and expertise, we optimize your system and ensure maximum energy efficiency, perfect air distribution and provide superior indoor air quality.

Very often, customers tend to believe that maintaining airconditioning systems needs no great expertise, and in case of a breakdown, any local AC repair technician can repair it. But while local technicians might be an easy option, they don't have the kind of extensive knowledge required on the science of cooling. They lack adequate understanding of indoor air quality, airside management and energy efficiency. Neither do they know the designs and circuits well enough for them to optimize your system periodically, nor do they have the infrastructure and resources necessary to handle your system, in case of eventualities. In fact, relying on them can only cause inconvenience, apart from potential loss of business and productivity. On the other hand, Blue Stars' experts and customer focused professionals periodically check your entire system, repair and replace the necessary parts and calibrate the system for perfect air distribution and balancing.

Blue Star has the largest pool of qualified and trained airconditioning and refrigeration engineers. Company has a wide network of channel partners all over

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India and across the globe to meet customer requirements. We understand the geography and have complete knowledge of the application and customer profiles

Corporate Social Responsibility

Blue Star’s Corporate Social Responsibility (CSR) philosophy is built on three pillars namely

Environment protection Energy conservation

Community development around its facilities.

The Company is highly committed to the cause of protecting the environment. Energy efficiency of its products remains a corner-stone of its research and development efforts Air, water and energy management services as well as LEED (Leadership in Energy and Environmental Design) consultancy for Green Buildings have been part of its business and practices. The Company has also been contributing in the technical domain in the use of eco-friendly refrigerants in its products.

Energy Conservation goes beyond using efficient products. A huge amount of energy is wasted nationally due to sheer ignorance and lack of awareness. Blue Star helps deserving institutions such as hospitals and colleges to save power by conducting free walk-through energy audits. The Company has conducted several

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such audits with energy recommendations for Jai Hind College, St Xavier’s College, Nirmala Niketan College of Social Work, National Association for the Blind (NAB), Bombay Natural History Society (BNHS), JJ School of Architecture and Dilkhush Special School, amongst others.  

In its efforts towards community development around the Company’s facilities, the Company has initiated and sponsored a study in the villages around its Wada Plant to understand the immediate needs. Vocational training and health emerged as pressing needs in this underdeveloped region. Blue Star has sponsored the vocational training courses offered by an NGO, KSWA in Wada. This centre was set up to support a vocational training initiative for school and college dropouts to make them employable contributing members of their families and communities. Regular visits by the Company’s employees have aided in technical support to KSWA for conducting the courses.

In addition to the above CSR efforts, the Company sponsors various philanthropic activities through its Trust, Blue Star Foundation, which has been supporting several activities in the areas of children education and healthcare apart from relief measures in national calamities.

OUR STRENGTHS

TRAINED PERSONNEL:

Our engineers and technicians are intensively trained to handle the costly, sophisticated airconditioning equipment.

PRIORITY SERVICE:

All customers who opt for our annual service solutions are offered priority service, so that your calls get attended quicker and the system is up faster.

PREVENTIVE CHECKS:

Under all our service solutions, we offer preventive maintenance checks which help in identifying problems early, preventing costly down times.

GENUINE SPARES:

By opting for our service solution, you are assured of genuine spares that will go a long way in ensuring high uptime for your system.

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EXTENDED LIFE:

Genuine Spares and regular maintenance help in extending the life of your system.

SEASONAL SETTINGS:

In summer, you would prefer lower temperatures and when the climate is cold you often feel the need to change your settings to higher temperatures. Before the onset of a season, our engineers calibrate the airconditioning system to suit.

Services

Why is it important to service your air-conditioning and refrigeration system?

All air-conditioning and refrigeration systems, like any other machine, depreciate with time. And if not properly maintained, they progressively lose efficiency, consume more power, and drain your profits.

Without regular maintenance an air conditioner loses its original efficiency steadily every passing year. It is common knowledge that these inefficiencies accelerate in the absence of adequate monitoring and maintenance. Thereby, causing a lot of inconvenience.

The good news however, is that you can recover most of that lost efficiency through regular maintenance. Studies show that with regular tune-ups a unit will maintain up to 95% of its original efficiency. This means that the cost of a periodic tune -up is recovered very quickly in savings on your monthly power bill and reduced running and repair costs.

Standard services

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At Blue Star, you will find a wide spectrum of Service Solutions to meet all your requirements. Apart from the Standard Maintenance solutions, we also offer premium value added services for your critical needs:

Risk Protection Contract:

This comprehensive contract includes all labour, spares and consumables, it covers routine preventive maintenance and attending to break downs.

Labour Maintenance Contract:

This contract includes labour for only routine preventive maintenance and attending break downs. The spares and consumables are separately charged for.

Operating Contracts:This is a pure labour contract. The operators are stationed for single, double, round the clock or 365 days shift, depending on your needs. They regularly monitor the operating status.

Customer service number

National Customer Service Number: 1860 266 6666 Alternate Toll-Free no: 1800 209 1177

Dealer / Associate Toll-free Number: 1800 209 1133

SMS facility: Send “Service” to 57007

Email: customerservice@bluestarindia.com

Online registration services. All the fields are mandatory.Top of Form

Name

Address

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Telephone

E-Mail

Product Purchased

Invoice Details

Name of the dealer

CHAPTER - 2RESEARCH METHODOLOGY2.1 RESEARCH

METHODOLOGYIn every aspect of project which is designed on the basis of some observation and research is made with adapting particular methods and techniques .while doing the research it is necessary that every

information should be unbiased and not prejudiced based on truth and veracity.So for every project a proper methodology should be used which

can minimize our efforts and give us the maximum output with optimal use of the resources. Type 1: Qualitative Market Research Qualitative research helps to understand customers and their needsQualitative

research is used to help us understand how people feel about company and products. And help to find out why they feel as they do. It is concerned

with collecting in-depth information asking questions related to product. Samples colleted for this method are smaller. Depth interviews gives good

information related to research. Question asking related to product quality, services provided by the company, related to customer satisfaction

and market potential. TYPE 2: Quantitative Market Research Quantitative research helps to segmenting customers.Quantitative research is used to measure how many people feel, think or act in a similar manner

about company and products. These surveys tend to include large samples. Structured questionnaires are usually used incorporating mainly closed

questions - questions with set responses. There are various vehicles used for collecting quantitative information but the most common are personal

interviews.2.2 OBJECTIVEResearch objective To know the performance and after sales services provided by the company are up to the

mark or not. Focus- NCR.Secondary Objectives Of the research are Finding the customer satisfaction.

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(a) Keeping hold of the potential customers.

(b) Finding of new prospect customers.

(c) Maintaining and adding value to the brand image in the market.

Scope of the Survey

To know the performance and services during my project was confined to National Capital Region only. It covers most of the Big, Medium and Small scale industries and corporate offices of NCR. The sample size of my survey is 50 companies. Survey of companies is very much beneficial to the organization. Only an understanding of the relevant markets can help in analyzing of marketing opportunities and device suitable marketing strategy accordingly. In order to meet competition at the market place, the marketing managers are using various methods to add final value to the final products, which will reach to the hands of consumers. This means in the ever changing marketing environment, there is growing concern to go for a careful study of the behavior.

Market Research will help the company to increase the knowledge of different brands available in the market. With the help of the topic company will know what are the strengths, weaknesses, opportunities and threats in the market and which are the areas in which company is lacking.

RESEARCH METHOD

1. Observational.2. Market Survey.

SAMPLING PLAN

Sampling Procedure

Formulation of project objective. Field Work.

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Sampling Plan. Data Tabulation and Analysis.

Method of Contact

1. Personal Interview2. Mail Survey

2.3 SOURCES OF DATA

(1) Primary Data (2) Secondary Data

The primary data are those, which are collected afresh and for the first time and thus happens to original in chapter i.e. they have no past record. Primary was collected through interview, questionnaire and schedules etc.

The secondary data are those which have already been collected by someone else and which already had been passed through the statistical process. Secondary data

27

was extracted from various published materials like magazines and newspapers to support the additional information.

Primary Data can be collected by:-

(a) Personal interviews(b)Questionnaire

Secondary data can be collected from:-

(a) Newspapers(b)Magazines(c) Internet

2.4 METHODS USED FOR DATA COLLECTION

Both Primary and secondary sources were used for data collection.

1. Questionnaire Method: Based on the prepared list of the closed –ended question help to collect the data of the company .Questionnaire helps to find the market potential, customer satisfaction survey and also the competitor’s analysis.

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2. Observation Method:

Using the observation method for data collection it’s also help to find out possible result for the research. Some companies are not ready to give the data so based on the observation finding the data.

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CHAPTER - 3DATA ANALYSIS

DATA ANALYSIS:

After Sales Service Feedback

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PARTICULARS VERY GOOD GOOD NOT SATISFIED

NO. OF CUSTOMERS

23 62 15

AFTER SALES FEEDBACK

VERY GOOD

GOOD

NOT SATISFIED

Interpretation: - when I asked about the after sale services feedback of blue star AC than the response of the respondents is quite good.

Customer Satisfaction about the Relation maintained by the dealer of BLUESTAR

PARTICULAR HIGHLY SATISFIED NOT

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SATISFIED SATISFIEDNO. OF CUSTOMERS

17 58 25

SATISFACTION LEVEL

HIGHLYSATISFIED

SATISFIED

NOT SATISFIED

Interpretation:- when I asked about the customer satisfaction regarding about the relation maintained by the dealer of blue star than the response of rspondents is 58 % satisfactory , 17 & are highly satisfactory & 25 % not satisfied.

PRODUCT PERFORMANCE

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PRODUCT PERFORMANCE

EXCELLENT VERY GOOD

GOOD POOR

NO OF CUSTOMERS

11 17 57 15

PRODUCT PERFORMANCE

EXCELLENT

VERY GOOD

GOOD

POOR

Interpretation:-

The product performance was found quite well as the data representing.

AVAILABILITY OF SPARE PARTS IN THE MARKET

AVILABILITY OF SPARE

AVAILABALE MOST AVAILABLE

HARDLY AVAILABLE

NOT AVAILABLE

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PARTSNO. OF CUSTOMERS

19 47 27 7

AVAILABILITY OF SPARE PARTS

AVAILABLE

MOSTAVAILABLE

HARDLYAVAILABLE

NOT AVAILABLE

Interpretation:-

Out of 100 customers 19% of the customers are saying that the spare parts of BLUE STAR are easily available in the market. 47% of the customers believe that spare parts are mostly available in the market. 27% says that they are hardly available in the market and rest of the 7% says that the spare parts are not available in the market.

CUSTOMERS WHO ARE PLANNING TO SWITCH TO OTHER BRANDS

PARTICULARS PLANNING TO CHANGE

NOT PLANNING TO CHANGE

NO. OF 13 87

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CUSTOMERS

NO. OF CUSTOMERS PLANNING TO SWITCH TO OTHER BRANDS

0 20 40 60 80 100

PLA

NN

ING

TO

CH

AN

GE

NO

TP

LAN

NIN

GT

O C

HA

NG

E

Series1

Interpretation: - The fifth graph shows the no. of customers who are planning to switch to other brands. 13% of the customers are planning to switch to other brands and rest 87% are going to continue with the same brand.

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CHAPTER-4

FINDINGS & SUGGESTION

4.1 FINDINGS:

Interpretation 1: The first graph shows the satisfaction of the customers about service after sales. 23% of the customers said very good to the service whereas 15% said not satisfactory and 62% said the services are good.

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Interpretation 2: The second graph shows the satisfaction of the customers about the relation maintained by the Dealer of BLUE STAR LTD.. Here 17 customers say they are highly satisfied and 58 are saying it as satisfactory. Out of 100 customers 25 are saying it is not good.

Interpretation 3: The third graph shows the product performance. Out of 100 customers 11 said it is excellent, 17said it is very good and 57 said it as good. 15 customers said it gives poor performance.

Interpretation 4: Out of 100 customers 19% of the customers are saying that the spare parts of BLUE STAR are easily available in the market. 47% of the customers believe that spare parts are mostly available in the market. 27% says that they are hardly available in the market and rest of the 7% says that the spare parts are not available in the market.

Interpretation 5 : The fifth graph shows the no. of customers who are planning to switch to other brands. 13% of the customers are planning to switch to other brands and rest 87% are going to continue with the same brand.

4.2 Recommendations/ Suggestions:-

BLUE STAR Ltd. should provide some basic instruction manual and support on internet as well to protect the product. So that the appropriate and healthy use of product increases the life of the products.

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Before the delivery of product the product should be properly checked by senior supervisor. After a week supervisor should call to the client and ask about the performance of the product.

Company should talk with those customers who are not happy with company’s service and try to sort out their problems.

Service man should show some attention towards the customer problems and should solve it in given time period. So that client doesn’t face any problem.

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CHAPTER- 5CONCLUSION

5.1 Conclusion:-

The customers are satisfied with the service and that BLUE STAR Ltd. has successfully understood the service requirement of client and dealer. They are also happy because BLUE STAR Ltd. takes care of client’s product even after warranty period with some nominal charges.

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But BLUE STAR Ltd. should take care about their service center location because they believe that service center is located interior.

Support person’s attitude towards customer and dealer’s are fine. They are very helpful with customer. But customer have some doubt about knowledge of support person but I believe that knowledge of support person is fine but they have to check the product properly before they deliver the product.

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CHAPTER-6

BIBLIOGRAPHY

6.1 BIBLIOGRAPHY

1. RESEARCH METHODOLOGYC.R. KOTHARI

SECOND EDITION WISHWA PRAKASHAN

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2. MARKETING MANAGEMENT

PHILIP KOTLER & KEVIN LANE KELLER

ABRAHAM KOSHY & MITHILESHWAR JHA

TWELFTH EDITION PRENTICE HALL

3. www.wikipedia.com

4. www.bluestarindia.com

Annexure

QUESTIONNAIRE

Name of the organization:-……………………….....................................................

Address:-……………………………………………………………………………..

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Contact No.:-…………………………………………………………………………

Email ID.:-……………………………………………………………………………

Question 1:- How has been the performance of your Blue star Machine?

A. Excellent B. Satisfactory C. Bad

Question 2:- Now after so many years,are you facing any problem with the

machine?

A. Yes B. No.

Question 3- Would you like Bluestar to do a Health check up of machines at

a nominal rate of Rs.300/-per machine?

A. Yes B. No.

Question 4:- Would you like Bluestar to quote for any Minor/Major Repairs/ replacement in your notice?

A. Yes B. No.

Question 5:- If need arises, would you prefer to Buy Bluestar Machine again?

A. Yes B. No

Question 6:- Do you feel the need to replace any of your air conditioning

machine at present in a span of 6 month? A. Yes B. No

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Question 7:- Do you have the plan to expand your air conditioned space and

thereby need additional AC Machine?

A. Yes B. No

Question 8:- Do you feel that your heat load has increased and needs to be

Rechecked?

A. Yes B. No

Question 9:- In case the heat load is increased, would you to for additional

machine?

A. Yes B. No

Question 10:- What should be the convenient time to contact you for above

objective?

A. Immediate B. After a week C. After a month

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