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1. COMPANY PROFILE

Since its inception KELLNER ELECTRICALS PVT. LTD. has been go!ing api"#$. The

c%sto&es being o% coe phi#osoph$' has he#pe" %s to e&ege as one o( the pe&i%& ban"s

in the In"ian &a)et' !ithin a shot span.

*e can po%"#$ sa$ that !e ae beco&ing a ho%seho#" na&e an" achie+e" e,ce##ence in

c%sto&e con+enience b$ !o)ing on thee &antas o( -INNOVATION' -/0ALITY an"

-EFFICIENT SERVICE.

It has been a saga o( tans(o&ing inno+ati+e i"eas into !o#" c#ass po"%cts' so &%ch so' that

the co&pan$ "o&inates the &a)et p#ace.

KELLNER has a#!a$s been associate" !ith s%peio techno#og$ an" aesthetic appea#.

*e ae po%"' o( "e&an"ing stan"a"s o( eseach' "esign' engineeing' an" &an%(act%ing

that go into each an" e+e$ one o( o% po"%ct.

A## o% seies ae 1IS appo+e" 2 ISI &a)e".

*e ae co&&itte" to po+i"e the best to o% c%sto&es.

So3 *hen $o% "ea& ho&es ae &a"e (o #i(e' an" $o% b%siness o((ices ae set to !o)

(oe+e' the one na&e that stan"s ta## is KELLNER.

4CET REPORT

COMPANY56

The on#$ &an%(act%ing p#ant o( KELLNER is #ocate" in M%&bai. A ne! p#ant is been %n"e

const%ction in Da&an. Fo the #ast (i+e $eas' KELLNER has capti+ate" the &in"s o( the

posaic an" the po#i(ic !ith its !i"e ange o( 7%a#it$ e#ectica# s!itches an" accessoies. It is

a#so In"ia8s on#$ e#ectica# -S%pe 1an" in this patic%#a seg&ent o( the e#ectica# in"%st$

an" the a&asse" pop%#ait$ has si&p#$ &a"e it a s$non$& (o a s!itch nationa##$.

E&po!ee" b$ the techno#ogica# po(icienc$' it has constant#$ en"ea+oe" to "e#i+e

si&p#istic so#%tions (o the esi"entia# an" co&&ecia# pe&ises.

DIRECTOR56 MR. D9IREN MAMNIYA

MANA:IN: DIRECTOR56 MR. KETAN SET9IYA

MANA:ER IN C9AR:E56 MR. NILES9 :ALA

1



IND0STRY :0IDE56 MR. C90NNILAL C99EDA ;9e is the so#e "istib%to o(

KELLNER S*ITC9ES AND ACCESSORIES (o :%<aat state. I a& !o)ing %n"e his

g%i"ance in Ah&e"aba".=

PROD0CT PORTFOLIO56

KELLNER po"%ces !i"e ange o( high 7%a#it$ s!itches an" accessoies. The egono&ic

"esign o( s!itches an" accessoies is &a"e (o& high ga"e engineeing P#astic6Le,an

Po#$cabonate' (o& :E PLASTIC' 0SA.' (e" in (o +igina# !hite e+en a(te $eas o( %se.

The FIA appo+a# )noc)s (ie eta"anc$' has a high i&pact esistance an" pe(ect

"i&ensiona# stabi#it$.

Fo##o!ing ae the "i((eent )in"s o( s!itches o((ee" b$ KELLNER56

→ KELLY MOD0LAR S*ITC9ES

→ LEMON SERIES

→ KEN>O SERIES

→ :AME PL0S S*ITC9ES

→ :AME MOD0LAR SERIES

Co&pan$ has sti## not into"%ce" -KASINO ban" in the &a)et. -KASINO is $et to be

#a%nche" in the &a)et.

Its accessoies ange inc#%"es a !i"e +aiet$ o( Doo 1e##s' Spi)e :%a"s' F#e,i co"s' P#%g

Tops an" M%#ti p#%gs.

2



DISTRI10TION NET*ORK56

The "istib%tion net!o) o( KELLNER ELECTRICALS is not that co&p#icate". As

&entione" ea#ie the &an%(act%ing p#ant is #ocate" in M%&bai. The$ ha+e +aio%s

"istib%tos in +aio%s states.

KELLNER has a "iect pesence

acoss the co%nt$. *ith a +ast

Sa#es 2 Dea#e net!o)' it has

%n"eta)en a api" e,pansion

poga&. E+e$ state has a"e"icate" &anage !ho

o+e#oo)s the "ai#$ opeations

an" a tea& that is high#$

&oti+ate" to i&pat to its en"

%ses the tota# +a#%e (o thei

&one$. 9ea"7%atee" in

M%&bai' KELLNER has a

&assi+e pesence !ith ? Regiona#

O((ices' o+e @ state sa#es

hea"7%ates an" !ith a tota# @B

Sa#es o((ices an" is sti##

e,pan"ing. As &entione" ea#ie KELLNER has a +e$ si&p#e $et e((ecti+e "istib%tion

net!o). Man%(act%ing ta)es p#ace in M%&bai p#ant an" (o& thee on!a"s tota# s%pp#$ o(

the (inishe" goo"s is been tans(ee" to +aio%s "istib%tos acoss the co%nt$. The then

"istib%tos !i## se## those goo"s to the !ho#esa#es as an" !hen the !ho#esa#es p#ace the

o"es. The !ho#esa#es !i## then se## those goo"s on etai# basis. The etai#es !i## then

"iect#$ se## goo"s to the (ina# c%sto&es.

SALES FORCE56

KELLNER is c%ent#$ ha+ing the tota# sa#es (oce o( e&p#o$ees. *heeas

LOT0S ELECTRIC is c%ent#$ ha+ing tota# sa#es (oce o( @ e&p#o$ees inc#%"ing

the acco%ntant.

3



PRICIN:56

As thee is h%ge co&petition in the &a)et' KELLNER has )ept its picing po#ic$

+e$ (#e,ib#e. To attain h%ge shae in the &a)et' it has )ept his pices on (#oating

basis so that pices can be change" on as an" !hen e7%ie" as pe &a)et sit%ations.

PROMOTION STRATE:IES56

As c%sto&es ae the bac)bone (o o% co&pan$' &ost#$ ne! c%sto&es co&e tho%gh

the e(eance o( the o#" c%sto&es. A#so the est o( the po&otiona# stategies ae

"one tho%gh a"+etise&ents in ne!spapes' hoa"ings' a"io' te#e+ision.

Moeo+e +aio%s attacti+e sche&es ae been into"%ce" (o the !ho#esa#es to

incease the tota# sa#es o( the co&pan$.

Fo eg56 ho#i"a$ pac)age to Singapoe on the tota# sa#es o( @6 in &onths.

Fo eg56 gi+ing a!a$ ? s!itches (ee on p%chase o( e+e$ @? s!itches.

C0STOMER SERVICE56

As &entione" ea#ie that c%sto&es ae the bac)bone (o o% b%siness' c%sto&es ae

gi+en "%e i&potance in this (ie#". De#i+e$ at the "oo step o( c%sto&es is !hat the

&otto o( o% co&pan$8s c%sto&e se+ice. C%sto&e satis(action is the &ain &otto

an" the biggest stength o( o% co&pan$.

0SP o( KELLNER ELECTRICALS is thee (ast an" po&pt se+ice.

MARKET STR0CT0RE56

KELLNER being a pat o( e#ectica# in"%st$ in In"ia is ha+ing pe(ect co&petition

!hee in thee is (ee ent$ an" e,it o( an$ co&petito.

MARKET S9ARE56

KELLNER an)s th in te&s o( sa#es in :%<aat. It ho#"s a#&ost ? to ? shae o(

the tota# in :%<aat state.

COMPETITION56

E#ectica# in"%st$ is go!ing api"#$. So thee ae &an$ co&petitos in the &a)et

!ho constant#$ &a)e changes in o"e to ac7%ie #age pat o( shae in the &a)et.

Fo##o!ing ae the (e! co&petitos that I !o%#" #i)e to &ention hee.

ANC9OR ELECTRICALS

MILLION ELECTRICALS

ELLEYS8

:OLD MEDAL S*ITC9ES AND ACCESSORIESFINOLEG S*ITC9ES

4



PANAMA

AMRON

an" &an$ &oeH

MEAS0REMENT METRICS56

Pe(o&ance &eas%e&ent is "one b$ con"%cting se&i6ann%a# an" ann%a# gatheings

!heeb$ a## the "istib%tos ae in+ite" an" pogess epot o( the co&pan$ is been

"isc#ose". Moeo+e the "istib%to !ith highest sa#es &agin is been a!a"e".

Pe(o&ance &eas%e&ent is a#so "one at the "istib%to #e+e#. 9ee the !ho#esa#es

ae in+ite" to the co&pan$.

Moeo+e appaisa# (o& is a#so been cic%#ate" tho%gh the !ho#esa#es in o"e to

)no! ho! !e## the co&pan$ is being a"opte" b$ thei c%sto&es.

C0STOMERS56

O+e the #ast (i+e $eas' KELLNER has &anage" to capt%e the attention o( e+e$

citien in this co%nt$. It state" !ith a h%&b#e +ision o( &an%(act%ing e#ectica#

po"%cts o( o%tstan"ing 7%a#it$ !hen the &a)et in+o#+ing e#ectica# s!itches !as

han"#e" b$ the %noganie" secto. The a"+ent o( KELLNER not on#$ oganie" the

secto' b%t a#so bo%ght e#ectica# accessoies into &ainstea& co&&ece. As a ban"'

KELLNER signi(ies T%st' Sa(et$ an" Re#iabi#it$. These 7%a#ities ha+e he#pe"

KELLNER ca+e a niche (o itse#( in the e#ectica# accessoies &a)et.

The abi#it$ to bing a sense o( sec%it$' 7%a#it$ an" a((o"abi#it$ "i+es KELLNER to

bing not <%st po"%cts b%t si&p#istic so#%tions that change (o the bette' s%iting the

c%sto&e8s e7%ie&ents.

KELLNER is co&&itte" to s%passing e,pectations o( thei c%sto&es. KELLNER

be#ie+es that thei 7%a#it$ o( c%sto&e esponsi+eness !i## #ea" to geate c%sto&e

#o$a#t$.

KELLNER has en<o$e" the patonage o( the "isting%ishe" c#iente#e o( the hospita#it$'

hea#thcae' copoates' ban)s an" its po"%cts ha+e been so%ght in the esi"entia# an"

co&&ecia# b%i#"ing const%ction in"%st$ an" eco&&en"e" b$ e&inent achitects'

inteio "esignes' b%i#"es an" cons%#tants. *ith a ange o( po"%cts cateing to the

+ast in"%st$ nee"s' its po"%cts ae he#" in high ega" "%e to %n&atche" 7%a#it$ an"

e,ce##ent a+ai#abi#it$.As &entione" ea#ie' the oots o( KELLNER #ies in c%sto&e satis(action an" po&pt

se+ices. The &a)et (o KELLNER is !i"e#$ spea" in +aio%s states in In"ia. Fe! o(

the& ae as (o##o!s56

:0JARAT

:OA

DEL9I

KERALA

TAMILNAD0

RAJAST9AN

MAD9YA PRADES9

JAMM0 AND KAS9MIR an" &an$ &oeH

5



COMPETITION56

As &entione" ea#ie this in"%st$ is pe(ect#$ co&petiti+e in nat%e' thee ae &an$

co&petitos !ho gain an" #oose shae (o& the &a)et. 9ea#th$ co&petition (o an$co&pan$ is goo". Thee ae &an$ s%ch co&panies. The$ ae56

ANC9OR ELECTRICALS

PANAMA

:OLD MEDAL S*ITC9ES AND ACCESSORIES

MILLION S*ITC9ES

FINOLEG S*ITC9ES

AMRON ELECTRICALS

ELLEYS8 9I6FI S*ITC9ES

PARCOS S*ITC9ES AND ACCESSORIES

an" &an$ &oeH

ENVIRONMENT56

KELLNER Copoate Va#%es e,pess o% copoate c%#t%e in a concise &anne. *e

e,pect a## o% e&p#o$ees to %n"estan" the +ision 2 &ission o( the oganiation an"

a"hee to these +a#%es. Rob%st i&p#e&entation o( KELLNER8s i"eo#ogies (o 7%a#it$'

+a#%e an" inno+ation !i## be the conestones (osteing $o% go!th at KELLNER.

KELLNER e,poses $o% to +aie" (%nctiona#ities o( the e#ectica# in"%st$ s%ch as

Po"%ction' Reseach 2 De+e#op&ent' /%a#it$' Sa#es' Ma)eting' 9%&an Reso%ces'

Po<ect Ma)eting' A"&inistation' Finance an" Stategic P#anning.

The 9%&an Reso%ces Di+ision o( KELLNER con"%cts se+ea# s)i## enhance&ent

poga&s peio"ica##$. *e ha+e c%#ti+ate" an en+ion&ent in+o#+ing a gen%ine intent

to (oste the #ong6te& #eaning 2 "e+e#op&ent o( o% e&p#o$ees. *e a#so ein(oce

the i&potance o( conse+ation o( nat%a# an" co&pan$ eso%ces tho%gh +aio%s

initiati+es.

TEC9NOLO:Y56

KELLNER s!itches ae aesthetica##$ "esigne" &o"%#a (a&e s!itches that ae

engineee" to "e#i+e potection an" b%i#t to #ast. It epesents a (ine b#en" o( aesthetic

"esign an" techno#ogica# bi##iance. The$ ae an achitects an" enginees (ist choice

!hi#e )eeping cons%&es pioit$ in &in". KELLNER &o"%#a s!itches ae pe(ee"

choice (o ho&es' o((ices an" the in"%st$. KELLNER ai&s at po+i"ing +esati#e

ange o( s!itches an" set a ne! bench&a) (o 7%a#it$ an" pe(o&ance.

The egono&ic "esign o( s!itches an" accessoies is &a"e (o& high ga"e

engineeing P#astic6Le,an Po#$cabonate' (o& :E PLASTIC' 0SA.' (e" in (o

+igina# !hite e+en a(te $eas o( %se. The FIA appo+a# )noc)s (ie eta"anc$' has ahigh i&pact esistance an" pe(ect "i&ensiona# stabi#it$.

6



S*OT ANALYSIS

STREN:T9S56

The co&pan$ has a +e$ !i"e pesence in (e! states o( In"ia #i)e Mahaashta'

:%<aat' Ra<asthan' Ta&i# Na"%' Kanata)a an$ &an$ &oe.

The co&pan$ %ses high ga"e PC in o"e to gi+e #ong #asting shine to the s!itches so

that the$ "o not get "%## !hen e,pose" to "iect s%n#ight.

The e#ationship !ith the c%sto&es is &oe o( (a&i#ia )in" o( athe than

po(essiona#.

KELLNER s!itches epesents a (ine b#en" o( aesthetic "esign an" techno#ogica#

bi##iance.

Fo KELLNER' c%sto&es ae the geatest stengths an" the$ ae a#so consi"ee" as

the bac)bone o( the co&pan$.

KELLNER has a +e$ stong intena# (#o! net!o) an" th%s chances o( eo in

co&&%nication is neg#igib#e.

*EAKNESSES56

One o( the &ain pob#e& that co&pan$ (aces is !o)ing ho%s. No (i,e" !o)ing

ho%s.

The !ebsite o( the co&pan$ is #itt#e o%t"ate". So it nee"s to be %p"ate".

Moeo+e as the co&pan$ is not so h%ge' o+e#oa" o( !o) &ight es%#t in #osing (e!

c%sto&es.

As this in"%st$ is (%##$ base" on inno+ation in po"%cts' it is +e$ i&potant to )eep

&a)ing changes in the po"%cts so as to e&ain %p"ate" constant#$ in the &a)et.

These he#ps in e"%ction in #osing &a)et shae.

OPPORT0NITIES56

Fe! states in In"ia ae not so (a&i#ia !ith the KELLNER s!itches an" accessoies.

So thee is an oppot%nit$ to "e+e#op o% ban" in s%ch states.

7



Moeo+e thee is h%ge an" constant s%pp#$ o( a! &ateia#s in the &an%(act%ing

"epat&ent !hich co%#" be +e$ he#p(%# in #age a&o%nt o( po"%ction.

Into"%cing ne! an" attacti+e sche&es in the &a)et can he#p in en#aging the &a)et

shae o( the co&pan$ in the in"%st$.

T9REATS56

As this in"%st$ is pe(ect#$ co&petiti+e in nat%e' it is +e$ eas$ (o an$ co&pan$ to

ente an" e,it (o& this in"%st$. So co&petition can p#a$ a &a<o theat in this

in"%st$.

As I &entione" ea#ie that it is not a h%ge co&pan$ so i( big p#a$es ente into this

in"%st$ then the s&a## co&panies ha+e to !ith"a! (o& the co&petition.

Constant s%pp#$ o( high ga"e PC is +e$ necessa$ to po"%ce sa&e 7%a#it$ o( goo"s.

So i( this is not possib#e then the c%sto&es !i## "e(inite#$ change to othe ban"s that

ae a+ai#ab#e in the &a)et.

8



?. O1JECTIVES OF ST0DY

:ie+ance e"essa# is a &anage&ent an" go+enance6e#ate" pocess %se" co&&on#$ in

in"ia. !hi#e the te& gie+ance e"essa# pi&ai#$ co+es the eceipt an" pocessing o(

co&p#aints (o& citiens an" cons%&es' a !i"e "e(inition inc#%"es actions ta)en on an$

iss%e aise" b$ the& to a+ai# se+ices &oe e((ecti+e#$.

As I a& inteeste" in "ea#ing !ith the c%sto&es i.e. )no!ing thei choices' pe(eances'

taste I !as +e$ )een in choosing this topic. Moeo+e I !as e+en assigne" the sa&e !o) at

LOT0S ELECTRIC.

As &entione" ea#ie' c%sto&es ae consi"ee" as the bac)bone (o o% co&pan$' c%sto&e

satis(action is gi+en %t&ost pioit$ in the (i& as !e## as the co&pan$. Fo an$ co&pan$'

c%sto&es ae the top&ost pioit$ so I !as +e$ (i& in choosing this topic so that I co%#"

#ean abo%t the coe tactics an" &etics o( con+incing the c%sto&es to b%$ the po"%cts as

!e## as so#+ing thei 7%eies ega"ing be(oe sa#e an" a(te sa#es se+ices.

M$ &ain &otto ega"ing choosing this topic !as that (o an$ co&pan$ satis($ing thei

c%sto&es is the &ain achie+e&ent an" (o achie+ing this achie+e&ent the$ !o%#" "e(inite#$

!o) ha". As this is consi"ee" as the coe ob<ecti+e (o an$ co&pan$' I !o%#" "e(inite#$

#i)e to be the pat o( this acti+it$.

9



4. TAR:ET AND STRATE:Y

TAR:ETTASKS

As I &entione" ea#ie &$ ob<ecti+e !as to geet c%sto&es' )no! the& !e##' so#+e thei

gei+ances i( an$' ta)ing o"es' an$ &an$ &oe' &$ tas) !as to &eet "i((eent !ho#ese##es

an" etai#es in Ah&e"aba" an$ neab$ aeas. Fo##o!ing ae the na&e o( (e! paties !ho& i

nee" to +isit "%ing &$ SIP.

C9ETNA ELECTRICALS ;:AND9I ROAD=

MA9ALAGMI *OODEN *ORKS AND ELECTRICALS ;NAVA VADAJ=

S9RI RAM ELECTRICALS ;CTM=

JAY AM1E ELECTRICALS ;AMRAI*ADI=

M.K. ELECTRICALS ;:AND9I ROAD=

C9AM0NDA ELECTRICALS ;:9ATLODIA=

VIKAS ELECTRICALS ;NARODA=

VIMAL ELECTRICALS ;NARODA=

RITA ELECTRICALS ;RAJKOT=

SITARAM ELECTRICALS ;JETP0R=

MAR0TI ELECTRICALS ;J0NA:AD9=

C9AM0NDA ELECTRICALS ;D9AND90KA=

10



1ANSI ELECTRICALS ;TADAJA=

These ae the na&es o( (e! paties !ho& I nee" to +isit (o &$ SIP po<ect. Cons%&es8

co&p#aints an" sa#es !ee the t!o i&potant aspects I nee" to concentate %pon (o &$ po<ect. I nee" to appoach the& an" c#ea thei gei+ances an" e+en nee" to con+ince the&

(o epeat o"es. So this po<ect !o%#" "e(inite#$ boost &$ -sa#es s)i##s as !e## as -ho! to

appoach cons%&es s)i##s. This po<ect !o%#" "e(inite#$ he#p &e in po#ishing &$ s)i##s an"

e+en he#p &e in shaping &$ caee in &a)eting &etics an" tactics.

STRATE:Y

0n"e the g%i"ance o( &$ in"%st$ g%i"e M. Ch%nni#a# Chhe"a' I ha" been gi+en the taget

to (ist geet the #oca# paties i.e. in ah&e"aba" an" neab$ ah&e"aba". To stat !ith' I !as

acco&panie" b$ &$ senio sa#es e,ec%ti+e M.1haat. *e state" b$ geeting o% o#" paties

that ae sit%ate" in gan"hi oa"' Ah&e"aba". I ha" been gi+en the taget to geet as &%ch

paties as possib#e "%ing the "a$.

As a pat o( &$ stateg$ I ha" &a"e a s&a## 7%estionnaie that containe" (e! 7%estions

ega"ing the !o)ing o( the co&pan$ an" !hat the c%sto&es thin) abo%t the !o)ing o( theco&pan$.

11



. AC9IEVEMENTS AND MID6CO0RSE CORRECTION

AC9IEVEMENTSKELLNER s!itches an" accessoies ae ha+ing a +e$ h%ge &a)et in

sa%ashta egion o( :%<aat. As the &a)et (o KELLNER s!itches an" accessoies is

a#ea"$ "e+e#ope" in that egion' so thee !as no point in &a)eting in that pat o( the state. Neab$ egions ae sti## not so (a&i#ia !ith Ke##ne so it !as an %phi## tas) to &a)et

KELLNER in the egion !hee thee ae a !ho#e #ot o( co&petitos !ho ae <%st !aiting (o

the othe co&panies to ceate an$ )in" o( &ishap an" the$ peep in to thei b%siness. So

ceating an a#togethe a ne! ban" pesona#it$ (o KELLNER in high#$ co&petiti+e &a)et

!as going to be +e$ to%gh.

M$ taget !as to geet as &an$ c%sto&es as possib#e "%ing the !ho#e "a$' )no! thei +ie!s

ega"ing the co&pan$' thei i&age (a&e!o) (o the co&pan$. Moe+e I a#so ha" pepae"

7%estionnaie (o the c%sto&es.

Rega"ing &$ achei+e&ents' I s%ccess(%##$ geete" ? c%sto&es ti## no!. Moe+e I a#so

ca&e to )no! that the eg%#a c%sto&es ae +e$ happ$ !ith the !o)ing o( the co&pan$

an" the$ !o%#" #i)e to &aintain goo" e#ationship !ith the co&pan$. Moeo+e on engaging

!ith ne! c%sto&es I !as s%pise" to )no! that &an$ o( the& !ee +e$ eage to <oin han"s

!ith the co&pan$. So&e o( the& !ee e+en ea"$ to pa$ a"+ance to stat "ea#ings !ih the

co&pan$.

The 7%estionnaie pepae" b$ &e !as +e$ )een#$ ans!ee" b$ each an" e+e$ c%sto&e.

M$ taget !as to so#+e the pob#e&s i( an$ (ace" b$ the c%sto&es. So&e ha" pob#e&s

ega"ing the 7%a#it$ o( a! &ateia#s %se" b$ the co&pan$ b%t on co%nse##ing the& the$%n"estoo" an" thei gei+ances !ee so#+e" on han". So&e c%sto&es ha" +e$ seio%s

iss%es ega"ing the ep#ace&ent stateg$ o( o% co&pan$. 1%t !ith the g%i"ance o( M.

bhaat I !as ab#e to so#+e the iss%es.

In a##' b$ st%"$ing the &a)et ana#$sis' I can conc#%"e that KELLNER has "e+e#ope" as one

o( the &ost +a#%ab#e ban" in a +e$ shot span o( (i+e $eas. This is !oth app#a%"ing.

I s%ccee"e" in inteacting !ith a#&ost a## the c%sto&es. This eniche" &e !ith +a#%ab#e

in(o&ation !hich he#pe" &e in &$ po<ect to!a"s in an" o%t o( this in"%st$.

I ha" co&p#ete" a## the tas)s assigne" to &e !ithin the gi+en "ea"#ine an" !as gi+en goo"

e&a)s b$ &$ in"%st$ g%i"e. M$ &eeting !ith "ea#es a## ao%n" the cit$ ga+e &e (%it(%#

12



es%#ts in pepaing &$ po<ect. I ca&e acoss "ai#$ tansactions !hich !ee "ea#t b$ the

"ea#es an" thei e#ationship !ith thei c%sto&es.

MID6CO0RSE CORRECTION

Fist an" the (oe&ost thing to be )ept in (o coection !as &$ 7%estionnaie. As the

7%estionnaie !as in eng#ish' (e! o( the c%sto&es !ee not ab#e to (i## the sa&e

beca%se o( this #ang%age baie. I ha" nee" to tans#ate (e! 7%estions (o the& in the

egiona# #ang%age so that the$ co%#" be ab#e to (i## the 7%estionnaie.

Moeo+e' so&e "ea#es !ee hesitant in (i##ing the 7%estionnaie as in the$ !ee not

ea"$ to #et o%t the b%siness secets. 1%t a(te a #ot o( ass%ance gi+en b$ &e' the$(ina##$ (i##e" the 7%estionnaie.

INTROD0CTION OF TOPIC

A1O0T CONS0MERS8 COMPLAINTS REDRESSAL

:ie+ance Re"essa# t$pica##$ co+es the (o##o!ing t$pes o( co&p#aints5

Se+ice %na+ai#abi#it$

Non "e#i+e$ against co&&it&ent

E,cessi+e "e#a$s

Sta(( &isbeha+io%

Ma#pactice

*i"e "e(inition o( gie+ance e"essa# co+es5

Ma#(%nctions %n"e !aant$ co+eage

Po"%ct s%ppot iss%es

Citien +igi#ance epot

E&p#o$ee "isp%tes

C%sto&es con+e$ thei gie+ance to the oganiation tho%gh (ee"bac) (o&s' #ettes'

egistee" co&&%nications' e&ai#s' etc. These inp%ts &a$ be s%b&itte" b$ &ai#' o+e the

Intenet' o in peson.

13



Co&p%teie" an" !eb6base" s$ste&s ha+e an a"+antage o+e pape6base" s$ste&s as the$

can a#et the epote i&&e"iate#$ %pon co&p#etion o( action' as &a)e" b$ the e,ec%ti+e in

chage.

The e((ecti+eness o( i&p#e&entation o( a gie+ance e"essa# &echanis& can be ca#c%#ate"

!ith the (o##o!ing paa&etes5

Co%nt o( cases ecei+e"

Nat%e o( cases ecei+e"

Acceptance o( anon$&o%s (ee"bac)

Ratio o( (a#se inp%ts

Peio" ta)en (o coecti+e action

Esca#ations e7%ie"

Con(i&ations 2 e<ections a(te co&p#etion

Repeat nat%e o( gie+ances

. LITERAT0E REVIE*

14



. RESEARC9 MET9ODOLO:Y

9YPOT9ESIS

Chi-Square Tests

Value df Asymp. Sig. (2-sided)

Pearson Chi-Square 12.256(a) 2 .!"

#i$elihood %a&io 1'."61 2 .2#inear-*y-#inear Asso+ia&ion .2 1 .!6

, of Valid Cases 1

a 2 +ells (.) hae e/pe+&ed +oun& less &han 5. 0he minimum e/pe+&ed +oun& is .12.

Chi-Square Tests


Pearson Chi-Square .!"1(a) 16 .

#i$elihood %a&io '.26 16 .5

#inear-*y-#inear Asso+ia&ion 1.562 1 ., of Valid Cases 1

a 1! +ells ("6.) hae e/pe+&ed +oun& less &han 5. 0he minimum e/pe+&ed +oun& is .6.

SAMPLE AND SAMPLIN: TEC9NI/0ES

I ha+e ta)en sa&p#e sie o( @ (o &$ st%"$ an" pi&a$ "ata is co##ecte" tho%gh st%ct%e"

7%estionnaies as secon"a$ "ata is not e7%ie" (o &$ st%"$. I ha+e chosen -%n"estan"ing

15



c%sto&es as &$ eseach topic so &$ taget sa&p#e is a## )in"s o( !ho#ese##es an" I ha+e

a#so "one on#ine s%+e$ on &$ topic.

MET9OD OF DATA COLLECTION

The st%"$ is "escipti+e in nat%e. Pi&a$ "ata ae %se" to e#%ci"ate s%bstantiate the st%"$.

Data is co##ecte" tho%gh (ie#" s%+e$.

DATA ANALYSIS TOOL

Chi s7%ae' pie chats' histoga&' (e7%enc$' pecentage tho%gh SPSS an" Ms6E,ce#.

LIMITATION OF T9E ST0DY

• Most o( the !ho#ese##es !ee not !i##ing to he#p in (i##ing the 7%estionnaie.

• Thee !as a geogaphica# "isa"+antage as a## the !ho#ese##es ae not #ocate" in the

sa&e aeas.

16



. DATA ANALYSIS

Have you marketed kellner switches and accessories? requen+y Per+en& Per+en& Cumula&ie Per+en&

yes 1 1. 1. 1.

Have you marketed kellner switches and accessories?

1

As &$ taget c%sto&es ae !ho#ese##es' &$ (ist 7%estion !o%#" "e(inite#$ be abo%t

the& &a)eting o% ban" o( s!itches i.e. Ke##ne s!itches an" accessoies. As Ke##ne is

a pe&i%& ban" in the &a)et a#&ost a## the !ho#ese##es ans!ee" this 7%estion

positi+e#$.

17



Which series is highly preferred by the customers?

requen+y Per+en& Per+en& Cumula&ie

Per+en&

deine

modular

" ". ". ".

game modular 2' 2'. 2'. ".

demon series 1' 1'. 1'. '.

$elly modular . . !1.

game 3ood 5 5. 5. !6.

$eno series . . 1.

0o&al 1 1. 1.

47%

23%

13%

8%

5% 4%

Which series is highly preferred by the customers?

dezine modular game modular demon series

kelly modular game wood kenzo series

Ne,t 7%estion is a## abo%t !hich seies in Ke##ne s!itches an" accessoies is high#$ pe(ee"

b$ the c%sto&es.As it is "enote" in the abo+e (ig%e' o( the tota# c%sto&es pe(e

-"eine &o"%#a seies !hich is the highest an" the #east pe(ee" seies a&ong the a## is

18



-)eno seies.It is +e$ c#ea (o& the abo+e "iaga& that -Deine &o"%#a is high#$

pe(ee" b$ the c%sto&es.

iew of the customers towards our kellner!s working process


Per+en&

s&rongly

disagree

1 1. 1. 1.

disagree 11 11. 11. 21.

nei&heragreenor

disagree

62 62. 62. '.

agree 16 16. 16. !!.

s&rongly agree 1 1. 1. 1.

0o&al 1 1. 1.

10%

11%

62%

16%

1%

View of the customers towards our kellner's working process

strongly disagree disagree neither agreenor disagree

agree strongly agree

Fo& the abo+e "iaga& it is +e$ c#ea that ? o( the tota# c%sto&es thin) that )e##ne8s

!o)ing pocess is +e$ e((icient an" beca%se o( this' s%ccess atio o( )e##ne in"%sties is

+e$ high as co&pae" to its co&petitos.

19



"ellner# a household name


Per+en&

yes 6 6. 6. 6.

modern 2 2. 2. !2.

old fashioned 2 2. 2. !.

de+ora&ie 6 6. 6. 1.

0o&al 1 1. 1.

68%

24%

2%6%

Kellner,a household name

yes modern old ashioned de!orati"e

B o( the tota# c%sto&es thin) that in ecent peio" the co&pan$ ha" go!n consi"eab#$

!e## an" beca%se o( this it has beco&e a ho%seho#" na&e.? peop#e thin) that the na&e

itse#( is a &o"en na&e i.e. ten"$.Ve$ (e! peop#e thin) ;?= that it is a +e$ o#" (ashione"

na&e. o( the tota# c%sto&es thin) the na&e itse#( s%ggests a +e$ "ecoati+e na&e.In a##

&ost o( the c%sto&es thin) that "%e to co&pan$ "oing !e## eno%gh )e##ne has beco&e a

ho%seho#" na&e.

20



$s supply of high grade %C important for quality production?


Per+en&

e/&remely

impor&an&

. . .

ery impora&an& 2 2. 2. !.

some3ha&

impor&an&

2 2. 2. !2.

no& ery impor&an& 2 2. 2. !.

no& a& all

impor&an&

6 6. 6. 1.

0o&al 1 1. 1.

48%

42%

2%

2% 6%

Is supply of high grade ! important for "uality production?e#tremely im$ortant "ery im$oratant somewhat im$ortant

not "ery im$ortant not at all im$ortant

B o( the tota# c%sto&es thin) that s%pp#$ o( high ga"e PC is e,te&e#$ i&potant (o

7%a#it$ po"%ction.? o( the c%sto&es thin) it is +e$ i&potant 2 +e$ (e! peop#e thin) it

is not +e$ an" not at a## i&potant.Th%s it can be conc#%"e" that s%pp#$ o( high ga"e PC is

+e$ i&potant (o the contin%o%s e((ecti+e po"%ction.

21



&elivery services of our product kellner switches and accessories is


Per+en&

e/+ellen& ' '. '. '.

ery good " ". ". "".

good 1" 1". 1". !.

fair . . !.poor 2 2. 2. 1.

0o&al 1 1. 1.

30%

47%

17%

4%2%

#elivery services of our product kellner switches and accessories

e#!ellent "ery good good air $oor

o( the c%sto&es thin) that "e#i+e$ se+ices o( )e##ne s!itches an" accessoies is +e$

goo".4 o( the& thin) it is poo.@ o( the& thin) it is goo".In a## "e#i+e$ se+ices o(

)e##ne s!itches an" accessoies is app#a%"ab#e.

22



$f we provide '(( switches free on purchase of every )((( switches# i would


Per+en&

defini&ely *uy 5' 5'. 5'. 5'.

pro*a*ly *uy 25 25. 25. ".

no& sure 1 1. 1. !2.

pro*a*ly no&

sure

5 5. 5. !".

defini&ely no&

*uy

' '. '. 1.

0o&al 1 1. 1.

53%

25%

14%

5% 3%

If we provide $%% switches free on purchase of every &%%% switches,i would

denitely &uy $ro&a&ly &uy not sure

$ro&a&ly not sure denitely not &uy

I( co&pan$ po+i"es ? s!itches (ee on p%chase o( e+e$ @ s!itches' then 4 o( the

c%sto&es !o%#" "e(inite#$ b%$'? !o%#" pobab#$ b%$'@2 ae not s%e to b%$ an" est ae

eithe not s%e to b%$ o !i## not b%$.

23



What is the first impression when you hear the following?


Per+en&

s3i&+hes 5 5. 5. 5.

$ellner s3i&+hes

and a++essories

' '. '. !2.

house de+ora&ie

a++essories

. . 1.

0o&al 1 1. 1.

54%38%

8%

What is the rst e(pression when you hear the following?

swit!hes kellner swit!hes and a!!essories

house de!orati"e a!!essories

o( the tota# peop#e thin) s!itches !hen the$ hea )e##ne s!itches an" accessoies an"

est o( the& thin) as )e##ne s!itches an" accessoies an" ho%se "ecoati+e accessoies !hen

the (ist hea )e##ne s!itches an" accessoies.

24



Have you marketed kellner switches and accessories? * Which series is highly preferred by the

customers? Crosstabulation

4hi+h series is highly preferred *y &he +us&omers 0o&al

deine

modula

r

game

modula

r

demon

series

$elly

modula

r

game

3ood

$eno

series

ae you

mar$e&ed

$ellner

s3i&+hes

and

a++essories

yes Coun& " 2' 1' 5 1

3i&hin

4hi+h

series is

highly

preferred

*y &he

+us&omers

1. 1. 1.

1. 1.

1. 1.

0o&al Coun& " 2' 1' 5 1

3i&hin4hi+h

series is

highly

preferred

*y &he

+us&omers

1. 1. 1.

1. 1.

1. 1.

25



0

5

10

15

20

25

30

35

40

45

50

!hart )itle

'a"e you marketed kellnerswit!hes and a!!essories(

yes % within )hi!h series is

highly $reerred &y the

!ustomers(

O( the tota# @ c%sto&es s%+e$e"' peop#e pe(ee" "eine &o"%#a'?4 peop#e pe(ee"

ga&e &o"%#a'@4 peop#e pe(ee" "e&on seies'B peop#e pe(ee" Ke##$ &o"%#a' peop#e

pe(ee" ga&e !oo" an" peop#e pe(e )eno seies.

Have you marketed kellner switches and accessories? * iew of the customers towards our kellner!s

working process Crosstabulation

Vie3 of &he +us&omers &o3ards our $ellner7s

3or$ing pro+ess

0o&al

s&rongly

disagre

e

disagre

e

nei&her

agreeno

r

disagree

Agree s&rongl

y agree

ae you

mar$e&ed

$ellner

s3i&+hes and

a++essories

yes Coun& 1 11 62 16 1 1

3i&hin Vie3 of &he+us&omers &o3ards

our $ellner7s 3or$ing

pro+ess

1. 1. 1. 1.

1.

1.

0o&al Coun& 1 11 62 16 1 1

26



3i&hin Vie3 of &he

+us&omers &o3ards

our $ellner7s 3or$ing

pro+ess

1. 1. 1. 1.

1.

1.

0

10

20

30

40

50

60

70

Have you marketed kellner switches and accessories? yes

'a"e you marketed kellner

swit!hes and a!!essories(

yes

Have you marketed kellner switches and accessories? * "ellner# a household name Crosstabulation

8ellner9 a household name 0o&al

yes modern old

fashioned

de+ora&ie

ae you mar$e&ed

$ellner s3i&+hes and

a++essories

yes Coun& 6 2 2 6 1

3i&hin

8ellner9 a

household

name

1. 1. 1. 1. 1.

0o&al Coun& 6 2 2 6 1

3i&hin

8ellner9 a

household

name

1. 1. 1. 1. 1.

27



0

10

20

30

40

50

6070

80




yes

Have you marketed kellner switches and accessories? * $f we provide '(( switches free on purchase

of every )((( switches# i would Crosstabulation

:f 3e proide 2 s3i&+hes free on pur+hase of eery

1 s3i&+hes9 i 3ould

0o&al

defini&el

y *uy

pro*a*l

y *uy

no& sure pro*a*l

y no&

sure

defini&el

y no&

*uy

ae you mar$e&ed

$ellner s3i&+hes

and a++essories

yes Coun& 5' 25 1 5 ' 1

3i&hin

:f 3e

proide

2

s3i&+hes

free on

pur+has

e of

eery

1

s3i&+hes

9 i 3ould

1. 1. 1. 1. 1. 1.

0o&al Coun& 5' 25 1 5 ' 1

28



3i&hin

:f 3e

proide

2

s3i&+hes

free on

pur+has

e of

eery

1

s3i&+hes

9 i 3ould

1. 1. 1. 1. 1. 1.

0

10

20

30

40

50

60




yes

Chi-Square Tests


Pearson Chi-Square 12.256(a) 2 .!"

#i$elihood %a&io 1'."61 2 .2

#inear-*y-#inear Asso+ia&ion .2 1 .!6

, of Valid Cases 1

a 2 +ells (.) hae e/pe+&ed +oun& less &han 5. 0he minimum e/pe+&ed +oun& is .12.

29



Chi-Square Tests


Pearson Chi-Square .!"1(a) 16 .

#i$elihood %a&io '.26 16 .5

#inear-*y-#inear Asso+ia&ion 1.562 1 .

, of Valid Cases 1

a 1! +ells ("6.) hae e/pe+&ed +oun& less &han 5. 0he minimum e/pe+&ed +oun& is .6.

30



Foo" sa(et$ has beco&e an i&potant e#e&ent o( cons%&e ights a!aeness an" "epen"s not

on#$ on its n%titiona# +a#%e' b%t a#so on its sa(et$ (o h%&an cons%&ption. Mo"en b%siness

an" co&pan$ has a geat socia# esponsibi#it$ to!a"s the !e##being o( societ$. Thee(oe

cons%&e is an i&potant co&ponent o( societ$. Cons%&e occ%pies a s%pe&e position in a

(ee econo&$ an" the !e#(ae o( the cons%&e #ies in the (%#(i#&ent o( his no&a# an"#egiti&ate e,pectation !ith ega"s to the goo"s an" se+ices.

The nee" (o e&po!e&ent o( cons%&es as a c#ass cannot be o+e e&phasie" an" is a#ea"$

!e## ecognie" a## o+e the !o#". The a"+ance&ent o( techno#og$ an" a"+ent o(

sophisticate" ga"gets in the &a)et an" aggessi+e &a)eting stategies in the ea o(

g#oba#iation ha+e not on#$ tho!n open a !i"e choice (o the cons%&e' b%t a## the sa&e a#so

en"ee" the cons%&e +%#neab#e to a p#ethoa o( pob#e&s conco&itant to s%ch api"

changes. Thee is an %gent an" inceasing necessit$ to e"%cate an" &oti+ate the cons%&e to

be !a$ o( the 7%a#it$ o( the po"%cts' an" a#so the possib#e "e(iciencies in the se+ices o( the

go!ing secto o( p%b#ic %ti#ities. In shot' the cons%&e sho%#" be e&po!ee" !ith espect

to his ights as a cons%&e. 9e sho%#" be e7%ippe" to be +igi#ant !ith a "iscening e$e so asto be ab#e to potect hi&se#( (o& an$ !ong(%# act on the pat o( the ta"e. In o"e to be

ab#e to position the cons%&e in s%ch a state' thee is e+e$ nee" not on#$ to e+o#+e #ega#

e&e"ies b%t a#so po+i"e e#iab#e an" e,ha%sti+e in(o&ation' !hich he can access !itho%t

&%ch e((ot an" e,pense.

Co%ptions at a## stages #et ta"es to go scot (ee an" %np%nishe". 9ence the nee" o( the

cons%&e ights a!aeness an" #ega# e&e"ies tho%gh cons%&e co%ts to he#p the societ$8s

!e#(ae is &%ch nee"e" to"a$ as !e pa$ (o the po"%cts (o& o% ha" eane" &one$ an" !e

sho%#" get its !oth. *e ha+e been a## a#ong &%te spectatos to those &a#pactices'

(a%"%#ence ta"e pactices.

The pesent "a$ techni7%es b$ &an$ (i&s to &is#ea" the c%sto&es b$ e"%ction o( !eight'

7%a#it$' pice "i((eences' !oth#ess se+ices' #ac) o( a(te sa#es se+ice b$ ignoing

c%sto&e8s co&p#aints' e7%ests' an" #ethagic high han"e"ness o( &onopo#$ pactices. It is

o% (%n"a&enta# ight to )no! abo%t the sa(et$' "%abi#it$' !othiness o( an$ po"%ct !e b%$.

Thee ae &an$ instances !e insist (o bi##s' eco"s' !aantee ca"s an" the$ ignoe an" it

#ea"s to b#ac) &one$ tansactions' &a#pactices an" !hat not. E+e$ po"%ct has to be

"isp#a$e" !ith "ate o( &an%(act%ing' !eight &eas%e&ents' Ma,i&%& Retai# Pice ;M.R.P.=

an" !anings o( its &is%se. A#tho%gh thee ae n%&be o( #a!s into"%ce" an" sti## the ta"es

(in" it eas$ to "o"ge an" %#ti&ate#$ !e ae the s%((ees. Right (o& the beginning !e ha+e

been cheate" b$ !ong in(o&ation' highe picing' a(te sa#es se+ice. *ith ega" to se+ice po+i"es' the$ ta)e a"+antage o( o% %genc$ an" e,p#oit %s.

Fo& abo+e a## "isc%ssions it is +e$ c#ea that cons%&es ae consi"ee" as )ing o( the

&a)et an" ta)ing cae o( each an" e+e$ nee" o( the cons%&es is the top&ost pioit$ (o

an$ co&pan$.

No! the scenaio has co&p#ete#$ change". Ea#ie it !as #i)e the o#e o( the co&pan$ !as

<%st to se## goo"s. 1%t no! the chain has <%st en#age". The o#e o( the co&pan$ is not #i&ite"

to <%st se##ing b%t po+i"ing a(te sa#es se+ice' gie+ances e"essa# an" po+i"ing

c%sto&iation options ae gi+en "%e i&potance.

Ta#)ing abo%t &$ o#e in the oganisation an" as pe the e&a)s o( &$ in"%st$ g%i"e' I a&"oing !e##. I a& acti+e#$ paticipating in each an" e+e$ acti+it$ in the oganisation. I a&

32



geeting c%sto&es !e## an" in an oganise" !a$. I a& a#!a$s open to #ean ne! things. I a&

ab#e to so#+e the co&p#aints i( an$ (o& the cons%&es. C%sto&es ae satis(ie".

. LIMITATIONS

LIMITATIONS

As &entione" ea#ie' #ang%age !as one o( the &ost co&&on baie on#$ (o

7%estionnaie p%pose. As &an$ o( the c%sto&es !ee not that #iteate eno%gh to

%n"estan" eng#ish #ang%age.

33



As &$ topic is CONS0MERS8 COMPLAINTS REDRESSAL' I nee" to ta+e# at

"istant p#aces in ah&e"aba" an" o%te egions o( ah&e"aba". Shops ae #ocate" at

"istant p#aces in the cit$ so it !as i&potant to geet each an" e+e$ c%sto&e

pesona##$ an" so#+e thei iss%es i( an$.

I !o%#" #i)e to &ention hee that the !ho#ese##es o( s!itches an" accessoies ae +e$

#o$a# to!a"s the ban" the$ %se since $eas. The$ ha+e a +e$ igi" &in" set. The$

"o not b#in"#$ t%st the ne! ban" in the &a)et. So (o an$ ne! co&pan$ enteing

into the &a)et' an$ sa#es e,ec%ti+e has to +isit the c%sto&e (o &oe than t!ice o

thice as in in this in"%st$ ceating e#ationship is &oe !oth!hi#e than ha+ing on#$

a b%$e6se##e e#ationship. Moeo+e the cons%&es !o%#" ne+e <%&p on to an$ ne!

ban" %n#ess an" %nti## thei eg%#a ban" has so&e seio%s iss%es. Fo eg56

ina"e7%ate s%pp#$ o( goo"s' #o! 7%a#it$ o( goo"s' pice ise !itho%t an$ pio

in(o&ation ega"ing the sa&e. So it is +e$ "i((ic%#t (o an$ ne! co&pan$ enteingthis in"%st$.

jay final report

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