A Project Report on CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD BANGALORE

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

EXECUTIVE SUMMARY It is very important for any company to know how the customers perceive their products, services or the organization as a whole. It is the customer’s perception which influences the products and services of the organization. If the organizations makes an attempt to find the customers perception then, it can alter its products accordingly and offer to its customers. So understanding the customer’s perception is a very difficult and vital task for the organizations.

Hence the study is conducted to understand the customer perception towards Permaweld Company at Bangalore. The main objective of study is to know the customer perception and awareness level towards Permaweld company and products. Also to know the customer opinion about the price and to check satisfaction level towards permaweld products. And to study which factors influenced them to purchase the permaweld products.

By studying all these factors we can measure the satisfaction and perception of customers towards Permaweld product.

The study includes questionnaire which consists of structured, both open and closed ended questions. Face to face interview is conducted to collect the responses of the respondents. For study purpose, the sample size for survey is taken as 100. After collecting the responses the data is analysed through the SPSS software. Findings have been made for the study. Based on these findings, suggestions are given to company to improve the performance to enhance the customer satisfaction.

Babasabpatilfreepptmba.com

Page 1

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

General introduction about topic Meaning In simple terms, perception is understood as the act of seeing what is there to be seen. But what is seen is influenced by the individual, the object and the situation. Any definition of perception should contain these three elements.

Definitions: “The study of perception is concerned with identifying the processes through which we interpret and analyze sensory information to produce our conscious experience of object and object relationship.”

“Perception is the process of receiving information about and making the sense of the world around us. It involves deciding which information to notice, how to categorize this

information, and how to interpret it within the frame work of our

exciting knowledge.”

Perception includes all those processes by which an individual receives information about the environment seeing, hearing feeling, tasting and smelling.

Babasabpatilfreepptmba.com

Page 2

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

The study of these perceptual processes shows their functioning is effected by the three classes of variables: the object or the event to be perceived, the environment in which the perception occurs, the individual doing and perceiving.

Babasabpatilfreepptmba.com

Page 3

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Factors influencing perception

Situational factors • • •

Physical setting Social setting Organizational setting

Perceiver’s characteristics • Needs • Experience • Values • Attitude • Personality

Individual’s perception Characteristics of perceiver.

• Nature • Size • appearance • Location,e.t.c

Babasabpatilfreepptmba.com

Page 4

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Perceptual process Perception is a process of receiving and interpreting stimuli. This is shown in the following figure.

Stimuli External and internal stimuli

Selective attention External Internal Factors factors Nature Learning Location needs Size Age Contrast Internet Movement Paranoid Repetition Precipitin Novelty and Formality Interpreting Perpetual set Stereotyping Halo effect Defense Projection

Organizing Organisms receive stimuli through 5 sensory organs, viz., tasting, smelling, seeing, hearing and touching Ambiguous figures Figure ground Grouping Constancy

Response Covert Overt Attitude Behaviour Motivation Feelings

Perception is a process of receiving and interpreting stimuli. The perceptual process begins when stimuli are received through sensory organs. Most stimuli are screened out; the rest are organized and interpreted based on various informationprocessing activities. The outcomes of the process are covert and overt behaviors.

Babasabpatilfreepptmba.com

Page 5

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

1. Receiving Stimuli Living as we are in the world of objects, we are constantly bombarded with various stimuli. These stimuli enter our organism through the sensory organs- vision, hearing, smell, touch, taste, and kin aesthesis. Stimuli are received by us through these organs. Sensory organs perceive not only physical objects; they also perceive events or objects that have been repressed. We may not be able to report the existence of certain stimuli, but our behaviour reveals that we are often subject to their influence. Similarly, stimuli need not be external to us. They may be internal also. Examples of external stimuli include light waves, sound waves, mechanical angry or pressure, and chemical energy from objects that one can smell and taste. Internal stimuli include energy generated by muscles, food passing through the digestive system, and glands secreting behaviour influencing harmonies. External or internal, human beings continue beings continue to receive stimuli. When deprived of sensory stimulation, people suffer from disorientation, confusion and emotional disturbance, and are vulnerable to persuasion and pressure. Under these circumstances, people tend to engage in warding off depression by dwelling on past experiences.

2. Selecting Stimuli Not all the stimuli received by the human organization are accepted by it. Some stimuli are noticed and others are screened out. A girl may always need a transistor to be Babasabpatilfreepptmba.com

Page 6

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

turned on while she is reading or writing. She happily concentrates on her lessons even as the electronic device beside her blares film songs. A nurse working in a post operative care might ignore the smell of recently disinfected instruments or the sounds of co-workers talking nearby. Yet a small flashing red light on the nurse station console is immediately noticed because it signals that a patient’s vita; signs are failing. The process of filtering information received by our senses is called selecting stimuli or selective attention. Several factors influence selective attention. Some of the external factors influencing selection are 1. Nature 2. Location 3. Colour 4. Size 5. Contrast 6. Movement 7. Repetition 8. Familiarity.

9. Some of the internal factor influencing selection is as fallows.

Babasabpatilfreepptmba.com

Page 7

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

10. Learning 11. Psychological needs 12. Age difference 13. Interest 14. Ambivalence 15. Paranoid perception 3 Perceptual organizations Perceptual organization is a process by which people group stimuli into recognizable patterns. Selection gives way to organization, and stimuli selected for attention now appear as a whole.

There is so much to learn about how human mind assembles, organizes, and categories information. However, certain factors in perceptual organizations, such as ambiguous figures, figure back ground, grouping, and constancy are helpful in understanding perceptual organization.

Perceptual grouping.

Principle of grouping is first defined by Gestalt psychologist include similarity, proximity, closure, continuity and area.

Babasabpatilfreepptmba.com

Page 8

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

The principle of similarity is exemplified when objects of similar shapes, sizes or color tend to be grouped together. in an organization for an example all the employees wear white color may be perceived as a common group ,when, in reality each worker is a unique individual.

Principle of proximity underlines the tendency to perceive stimuli which are near one another as belonging together. For examples, several workers working on a machine are perceived to be one group and the group as a whole is held responsible for any failure in the machine.

Perceptual Constancy A more subtle part of perceptual organization is constancy, our ability to perceive certain characteristics of object as remaining constant despite variations in the stimuli that provide us with conflicting information. Such constancy amidst changing stimuli is indispensable if we are to adjust to our world. There are several aspects of constancy.

4. The process of Interpreting After the data have been received and organization the perceiving interprets meaning to the information. If fact, perception is said to have taken place only after the data have been interpreted, several factors contribute toward the interpretation of data.

Babasabpatilfreepptmba.com

Page 9

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

More important amongst them are perceptual set, attribution, stereotyping, halo effect, perceptual context, perceptual defense, implicit personality theory and projection.

Perceptual set: Previously-held beliefs about objects influence an individual’s perceptions of similar objects. This is called perceptual set. For example, a manager may have developed general beliefs and attitudes that workers are lazy and shirkers, and those they want to gain whatever is possible from the organization without giving of their best to it. His or her subsequent perceptions will be influenced by this set when he or she meets a group of workers. The manger tends to interpret behaviour of the workers according to his mental set.

Attribution: Attribution refers to process by which the individual assigns causes to the behaviour he or she conceives. People are interested on only in observing behaviour in organization, for example, but in determine its causes. Their evaluation of and reactions to others’ behaviour may be heavily influenced by their perception that the others are responsible for their behaviour. When plant productivity increases, the manager responsible will be evaluated. Less favorably if the increase I attributed to new machines installed at order of the head office than if it is attributed to his or her handling

Babasabpatilfreepptmba.com

Page 10

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

of employees. A nurse who drops a tray of medicine will be excused if the incident is perceived as caused by a slippery floor, chastised if it is viewed to be caused by her clumsiness, and perhaps fired if it is viewed as a deliberate act. Attribution is discussed in detail in the next section.

Stereotyping: It is the tendency to assign attribution to someone solely on the basis of a category of people to which that person belongs. The process of stereotyping helps individuals assigns meaning to a mass of data.

Some examples of common stereotypes are women, doctors, professors, artists, software engineers, executives, workers and the like. At a broader level, there are Americans, Indians Britishers and Africans.

Stereotyping is not prejudice. A prejudice is a Stereotyping that refers to change when presented with information indicating that the stereotype is inaccurate.

Stereotypes can be helpful; prejudice is never helpful.

Though stereotyping is understood as wrong or bad, this is not the case always. it is a useful process that greatly increases one’s efficiency in making sense out of her or his environment. Nonetheless, stereo-typing can lead to inaccuracies and negative consequences. To the extent underutilization of human resources, they contribute to ineffective and inefficiency.

Babasabpatilfreepptmba.com

Page 11

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Stereotyping is a four-step process. It begins by categorizing people into groups according to various criteria such as age, sex, race and occupation. Next, we infer that all people within a particular category possess the same traits. Then we form expectations others and interpret their behaviour according to our stereotypic. Finally, stereotypes are maintained by (i)

overestimating the frequency of stereotypic behaviors exhibited by others,

(ii)

Incorrectly explaining expected and unexpected behaviors and

(iii)

Differentiating minority individuals from one.

Halo effect the halo effect refers to the tendency of perceiving people in term of good and bad and ascribing all good qualities to one who is liked and all bad qualities to another who is disliked. A typical example of the halo effect is a professor awarding more marks to a well- liked student. it is not so much a conscious bias on the professor’s likes the student. it is not so much a conscious bias on the professor’s part, as that the professor likes the student, he wants him to do well in the examination, and his perception about the student’s examination are influenced by what he wants to see. A common phenomenon in communication is the tendency for a receiver to evaluate information on the basis of its source. Information emanating from a VIP tends to be overrated and the same coming from an ordinary individual is likely to be discounted.

Babasabpatilfreepptmba.com

Page 12

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

In organization, the halo effect often occurs when superior’s rate subordinates in formal appraisal. in this context, a manager evaluating one of his employees on certain dimensions may assume that someone who is good in one dimension must also be god at other things and rate the person highly correlations between the ratings given to people on various dimensions. When this occurs, the resulting evaluations lack accuracy and the quality of the resulting evaluation is compromised.

Perceptual Context: The context in which an object is placed influences perception. The visual stimuli by themselves are meaningless. Only when the doodles are placed in a verbal context do they take on meaning and value for the perceiver.

Perceptual Defense: According to principal of perceptual defense, an individual is likely to put up a defense when confronted with conflicting, unacceptable, or treating stimuli. The defense mechanism put up the perceiver may assume any of the four forms outright denial, modification of the data received, change in perception but refusal to change in perception itself. The four defense mechanisms have been culled from study involving college students. The students were presented with the word ‘intelligent’ as a characteristic of factory worker held by the students.

Babasabpatilfreepptmba.com

Page 13

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

5. The process of checking After data have been received and interpreted, the perceiver tends to check whether his interpretations are right or wrong. One way of checking is for the person himself or herself to indulge in introspection. he or she perception about an individual or object is correct or otherwise. Another way is to check the veracity about the interpretation with other.

6. The process of reacting The last phase in perception is the reaction. The perceiver will indulge in some action relation to his or her perception. The action depends on whether the perception is favorable or unfavorable: it is positive when the perception is favorable and negative when the perception is unfavorable. A worker responds favorable. The response is negative when his perception of the manager’s behaviour is unfavorable.

Managing the perceptual process Successful mangers understand the important of perception as an influence factors on behaviour and they act accordingly. They are aware of perceptual distortions and also know that perceptual differences are likely to exist in any situation. As a result, they try to make decision and take actions with a true understanding of the work

Babasabpatilfreepptmba.com

Page 14

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

situation as it viewed by all persons concerned. A manager who is skilled in the perception process will: 1. Have a high level of self-awareness: Individual needs, experience, and expectations can all affect perceptions. The successful manager knows this and is able to identify when he or she is inappropriately distorting a situation because of such perceptual tendencies.

2. Seek information from various sources to confirm or disconfirm personal impressions of a decision situation: the successful manager minimizes the biases of personal perceptions by seeking out the viewpoints of others. These insights are used to gain additional perceptive on situations and the problems or opportunities they represent.

3. Be empathetic that is able to see a situation as it is perceived by other people: Different people will define the same situation somewhat differently. The successful manager rises above personal impressions to understand problems as seen by other people.

4. Influence perceptions of other people when they are drawing incorrect or incomplete impressions of events in the work setting: people act in terms of their perceptions. The successful manger is able to influence the perceptions of others so that work events and situations are interpreted as accurately as possible and to the advantage of all concerned.

Babasabpatilfreepptmba.com

Page 15

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

5. Avoid common perceptual distortions that bias our views of people and situations: these distortions include the use of stereotypes and halo effects, as well as selective perception and projection. Successful mangers are selfdisciplined and sufficiently self-aware so that the adverse impacts of these distortions are minimized.

6. Avoid inappropriate attributions: Everyone has a tendency to try and explain why events happened the way they did or why people behaved as they did. the successful manager is careful to establish the real reasons why tings happen and avoid quick or inappropriate attributions of casualty.

7. Diversity management programmes: As firms globalize themselves, diversity management assumes greater relevance. the challenge for corporate executive is to leverage the benefits of this diversity while minimizing the perceptual and behavioral problems that tend to accompany heterogeneity Organization

Behaviour

experts

have

designed

diversity

management

programmes. Typically, these training programmes serve two purposes. First, they communicate the value of diversity. Second, these programmes help participants become aware of their personal biases and give them more accurate information about people with different backgrounds, thus avoiding perceptual distortions.

Babasabpatilfreepptmba.com

Page 16

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

8. Know yourself: Apply the Johari window to know the real self. A powerful way to minimize perceptual biases is to know and become more aware of one’s values, beliefs and prejudice.

It is impossible to set up any yardstick for relationship between a buyer and a seller. No two organizations can have similar set of rules for maintaining relationship. Even if on a particular occasion a situation prompted a particular behavior, it is not necessary that a similar behavior is necessary on another occasion. The time, place and group of person might be the same but behave in different way, though circumstances and situations might

be

identical.

To a great extent relationship depends upon the: character of contracting parties. This is thus a study of human behavior and forms part of the behavioral science. Here the contracting parties do not mean only those who are in direct contact but also include those who might be present around. No person is acting in isolation. Therefore, there is always

an

influence

of

surroundings

on

human

behavior.

A buyer is also a seller. A seller is also a buyer. Both could also be customers. To make the point clear let us take the example of a trader who buys goods for resale or a buyer who buys goods and then sells it after value addition. Therefore , you can not show same behavior when you are in the role of a buyer as then your priorities are different then

when

you

are

in

the

role

of

a

seller.

Let us for some time consider our own behavior in our own house with our family members. Are we at all times act in similar manner in a given set of situation? Perhaps not!

What

are

the

factors

that

motivate

our

behavior?

It is my sincere opinion that our senses, mental state of mind and our capacity of Babasabpatilfreepptmba.com

Page 17

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

physical endurance to react to given situation play an important role in our behavior as seller, buyer or customer. At no two given time perhaps we are in alike condition. Our behavior will therefore, show different relationships. The relationship is product of our own emotions. We may be have more or less in similar given condition if we can control

our

emotions.

This

is

very

difficult

if

perhaps

not

impossible.

Looking purely from the viewpoint of a customer the relationship could be short time or long time. It is Primarily dependent on the objective of the customer and the supplier or vendor.. A customer will always wish for a long term relationship with the vendor. The vendor on the other hand has his own values and objectives. hThe whole talk about customer satisfaction or customer delight turn meaningless when all over the place we see customers not satisfied with the service level provided by the vendors. Wether it is seller’s market or buyer’s market in India generally the customer is taken for graned and his endurance is tested to breaking limit. We have live examples of customer taken for a ride all around us. The voter is customer to the Government elected by him. In return he is entitled for certain basic fulfillments of promises by the elected members of the Government. This is the guarantee clause attached to the democratic system. But where are we in customer satisfaction. What about a builder who has taken advance from persons who booked the flats and then fails to provide the flats by scheduled dates? Or if he

has

provided

the

flat

then

the

work

is

not

done

as

promised.

We talk of customer focused management. Who is the customer we are talking about? It is the ultimate user of goods and services? It is an intermediate customer like trader or value adder? Or it is the internal as also external customer? Perhaps we are referring to the ultimate customer. Who so ever it may be, there is a foundation laid to build up or develop relationship on business objectives. The business objectives are based on the return on the investment. Speaking as a matter of fact no businessman will extend any facility without charging the price to remain remunerative on the investment made. The talk about the customer focus is a mere slogan and a jargon used by management Babasabpatilfreepptmba.com

Page 18

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

pundits. To explain the point precisely let us see some of the motives kept in mind to set objectives

for

customer

satisfaction.

1. Personal Gains : 0ne of the parties for it’s hidden desire of some personal gain develops relationship by showing friendship, nearness and some advantage. The personal gain is so intense that the party pretend to be a well wisher of the other. In more than 60% cases innocent people fall prey to the cunnings of one party and repent later. There are several cases in Indian industry where for personal gains deals have been finalized both in public and private sectors. Some have been termed as scams other as

scandals.

These

does

nor

require

any

further

explanation.

2. Mutual Gains : The two parties In this situation joint together for mutual gain irrespective of the fact that by their personal gains the organization they serve and the ultimate customer is going to suffer. This involves a give and take policy. One is giving advantage to the other for mutual gains at the cost of their organizational interest. Both are cheats and form an unholy alliance. The organization should see through their game plan and take corrective action in time lest loose the ultimate customers. Unfortunately such mutual gain programmes are on rise in present day economic scene. Many a time dealership is awarded on consideration of mutual gains. This is very common in large variety of consumer durable, projects floated for investments in mutual funds, plantation programme etc. Where every day we read in newspapers that customers are left with hardly any avenue for relief. The principal party and agents just disappear in thin air.

Very little legal remedy is available against such unholy alliances. Many eminent personalities have formed such unholy alliances for mutual gains to attract simple customers.

3. Social Gains: Alliance formed for social gains are those where society at large is the gainer. Nationalization of banks, petroleum companies, coal-mining industry are few examples of alliances formed for social gain. The objective was to ensure proper and Babasabpatilfreepptmba.com

Page 19

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

planned growth of core, sector and save the customers and public at large from exploitation. The story is however, different as desired objectives could not be reached due to formation of alliances in Government and within organizations based on personal or mutual gains. Nowhere the focus is on customer. Many of us have experienced rude and unbearable treatment at nationalized banks while drawing our own money. We are drawing our money and not begging. I have seen a senior citizen at the bank counter virtually begging for hours to get his pension cheque encashed. It is an ordeal to get the bank draft made at the banks. However, this are easy if one enters into unholy alliance for

mutual

and

personal

gains.

4. Organizational Gains : This is the area where we should have main thrust for longterm benefit to customers. Customer focused management should be the only objective of every organisation. It is at this place that buyer, seller and customer should form a strategic alliance without taking advantage of one or the other. If they join hand and work for all round gain then the result would be great. The theory of organizational gain in many western nations, Japan and some other southeastern countries have already been recognized. These countries have long back focused their business on customer satisfaction and customer delight. Unfortunately, in India even alliance made with industrial giants and premier brand names of these countries could not show the same results. The only reason that come to my mind is that we as Indian do not have a sincere desire or managerial attitude towards customer focused business or trade. The Indian entrepreneurs perhaps still not aware of market volatility and the foreign partners have studied the Indian business mentality. Unfortunately, the economic planners and their mentor have not seen the plight of ultimate customer both in the industrial or domestic consumables. There remains a gap in programmes and implementation. This is again due to the relationship developed for personal or mutual gains. It is for this reason that Indian economy is not able to reach to a level where it should be after 51 years of independence and our rich heritage. None of our programmes and policies are really customer oriented. It is therefore, right time that management at least in Indian industry Babasabpatilfreepptmba.com

Page 20

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

try

and

focus

attention

on

the

customers.

5. One Time Gains : There are situations where a relationship is made for one time gain.

Both the parties join together, fulfil the task expected from each and then depart with no obligation what so ever on either side. All onetime contracts are example of such one time gain. Once the deal is concluded the relationship is severed. But do we have such one

time

gain

contracts?

6. Permanent Gains : Such alliances are made in business world for long time gain to both the sides i.e., the buyer and seller. This is more or less lifetime alliance and therefore, permanent in nature. The buyer or customer gets goods or services from a supplier for a life time use. The seller on the other hand buildup a life time goodwill.

This is based on zero defect principle. The seller ensures that after sales service is provided to the customer for the life time utility of the product, goods and services. The customer receives maximum return on his investment. A satisfied customer is perhaps the best and least costly advertiser. A dissatisfied customer is perhaps the worst enemy moving loose in the cruel world of business. Recommendation of a delightful customer is having stronger unpack on prospective customers than any amount of multimedia advertisements. A goodwill build upon satisfied customers will be more potent for growth in sales than any sales promotion gimmicks adopted by any smart salesman.

Several examples of customer’s delight are available for goods and services. A customer makes sacrifice and in return he expect that he is relieved of after purchase headaches and botherations. For the sacrifices made the customer expects sound sleep in the night.

7. Promotional Gains : Such alliances are formed at the time of launching of a new products and or a company. Glorious future is projected to lure the prospective customers. Alliance is made between the launcher and brokerage agency or advertising agency. Both the partners to the alliance are gainers. The customer may or may not be the Babasabpatilfreepptmba.com

gainer.

Page 21

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

It is therefore, clear that objectively all relationships first of all have vested interest.

When we talk about the customer-focused management we implied to certain predetermined objectives as narrated above. Organizational culture, the work environment and the perception of seller about customer focus play a very important role in setting up the objective for customer satisfaction. In the business world the relationship are not platonically constructed. There has to be some motive! Holy or unholy.

The management pundits in recent past in India have been quoting and advocating for Japanese style of buyer and seller relationship. It is long lasting and rests on very well established sense of trust. Above all both parties have real price in such long-term relationship. Customer delight is there fore possible. Japan can boast about the national culture and all citizens have great patriotism. This is reflected in there business dealings.

It is for this reason the war shattered country rose to a dominating economic and trading force in about thirty years. Japan can today proudly say that it has best of alliances world over. Other nationals look forward to enter in to business collaborations with Japan. India is also one such nation! Over and above personal or mutual gains a Japanese concern would also see the national and social gains. This is customer-focused management. Can we in India have same perception and fix up out strategies for customer satisfaction and elight? Unfortunately in India Japanese collaboration could not get same amount of success due to attitude and outlook of their Indian Counterpart.

Opening of economy and liberalization in trade in the country brought a sea of change in customer’s perception of buyer and seller relationship. The customer today is not only very demanding but also likes to know the relationship between the supplier of goods and services and its relationship with the manufacturer or principal and its antecedents.

It is on this relationship depends the guarantee and warranty terms to which the customer is entitled. A customer expects trouble free service during the guarantee Babasabpatilfreepptmba.com

Page 22

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

period. Thereafter it is expected that a product will last to its full productive life with minimum down time and the vendor will provide the required support service to ensure that

customer

is

not

put

to

trouble.

What is the scene today? There has been a wide gap between the preaching and practice.

Very few organizations in the country with certainty can say that their main concern is the customer, By and large even today customers are taken for granted. The objective today also is same what it was yesterday! Just pass on the goods. Get the payment and forget the customer. It is indeed surprising to see the cases pending before the consumer courts. Some of the TV channels have also started programmes to help customers and provide some assistance in solving customer-related problems. To narrate some examples of famous brand names and their customer oriented programmes I first refer to a customer’s letter in a newspaper where after making advance payment a company could not supply a well advertised cooking range for weeks. It is only after prolonged correspondence and follow up the money was returned to the prospective customer without any interest. A friend has some time back purchased a Samsung TV set from an authorized dealer. The TV set developed some problem and it stopped showing picture.

Inspite of regular complaints the TV set is still not rectified as the dealer feel that guarantee period is over and dealer’s responsibility is over. Beside, the service engineer i& over worked attending long list of complaints. The famous AIWA brand of music system came out with sales promotional scheme on its music system with supply of fifty CDs free of cost. Many of the customers are still to get all the CDs. A local dealer of computer came out with a sale promotional scheme of cash discount if an Ink Jet printer and a scanner is taken as a package. I become a victim myself when the scanner was collected back by the dealer for repairs after three days of delivery and only after scanning four or five pictures. It is now more than three weeks that a brand new scanner highly recommended by the dealer is not returned after repairs. Most-depressing part is that neither the dealer nor the service center at Delhi could provide positive reply except that they want me to bear some more time with them These are few examples of Babasabpatilfreepptmba.com

Page 23

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

customer oriented, customer focused management by International Brands. What return is there on the investment made by the customer? The vendor is concerned with getting his money and goes for all sorts of savings by remaining understaffed and under prepared

for

immediately

and

promptly

attending

to

the

complaints.

The situation in large number of big and small public and private sectors is still worse as far as purely Indian market is concerned. What we are now witnessing is an era of takeovers, mergers and business adjustments. Survivals first than the customer is buzz word. In such a situation the customer is out of focus. Commitment is lacking and generally there is an air of doubt and mistrust. Delayed deliveries, cost-over run projects, untimely payments frequent rejections are the consequences. MNCs entry in the local market has created an atmosphere of uncertainty. Top it all the ‘Swadeshi’ slogan led to a situation of panic and every surviving industry small or big want to make a quick-buck and run away leaving the customer marooned. Be it power supply, railway amenities, air services or public distribution system, what is customer level of satisfaction compared to the price paid? How the international customer rates us in global scene? We have to admire the patience of Indian customer that against all the adverse conditions he is surving. The deaf ear given by the seller is not motivating the buyer but some how he is compelled to tag along with the market conditions hoping to get better days. We leave lot of things to luck and destiny while making financial investments. If it works we are lucky. It is destiny if things do not work. If issues relating

to

complaint

are

followed

up

the

customer

is

a

naggingone.

For adopting Japanese management or for customer oriented management we should first have the willingness and a determination much above the petty personal gains. It needs an attitudinal change. Looking towards present socioeconomic and political conditions such change is not foreseen in immediate future. Market forces will have to play the game with only customer in mind if India has to make global presence. There is little time in hand as we are having challenges from all sides. Small nations like Korea, Taiwan, Singapore etc. have already surpassed us. These nations are working on a Babasabpatilfreepptmba.com

Page 24

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

vision and resultant plans. It is the right time for market players to pamper the customer.

As the saying goes, the four deadly sins of corporate management-complacency, blindness, megalomania, and greed. The Chinese know the rule but Japanese observed it that business go where it is invited and stays where it is well treated. Customer is the Boss. The price is what customer pays for goods; the goodwill is what vendor receives from the customer for the value he receives from the goods. It is the value part of the goods that is very important. That is why it is said that customer is the profit everything else is overhead!.

Industry profile

Definition An industry comprised of companies that primarily earn revenue through providing intangible products and services. Service industry companies are involved in Babasabpatilfreepptmba.com

Page 25

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

retail, transport, distribution, food services, as well as other service-dominated businesses. Also called service sector, tertiary sector of industry. See also primary industry, secondary industry an industry in that part of the economy that creates services rather than tangible objects.

Economists divide all economic activity into two broad categories, goods and services. Goods-producing industries are agriculture, mining, manufacturing, and construction; each of them creates some kind of tangible object. Service industries include everything else: banking, communications, wholesale and retail trade, all professional services such as engineering, computer software development, and medicine, nonprofit economic activity, all consumer services, and all government services, including defense and administration of justice. A services-dominated economy is characteristic of developed countries. In less-developed countries most people are employed in primary activities such as agriculture and mining.

The proportion of the world economy devoted to services grew steadily during the 20th century. In the United States, for example, the service sector accounted for more than half the gross domestic product (GDP) in 1929, two-thirds in 1978, and more than three-quarters in 1993. In the early 21st century, service industries accounted for more than three-fifths of the global GDP and employed more than one-third of the labour force worldwide.

The simplest explanation for the growth of service industries is that goods production has become increasingly mechanized. Because machines allow a smaller workforce to produce more tangible goods, the service functions of distribution, management, finance, and sales become relatively more important. Growth in the service sector also results from a large increase in government employment An industry in that part of the economy that creates services rather than tangible objects.

Economists divide all economic activity into two broad categories, goods and services.

Babasabpatilfreepptmba.com

Page 26

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Goods-producing industries are agriculture, mining, manufacturing, and construction; each of them creates some kind of tangible object. Service industries include everything else: banking, communications, wholesale and retail trade, all professional services such as engineering, computer software development, and medicine, nonprofit economic activity, all consumer services, and all government services, including defense and administration of justice. A services-dominated economy is characteristic of developed countries. In less-developed countries most people are employed in primary activities such as agriculture and mining.

The proportion of the world economy devoted to services grew steadily during the 20th century. In the United States, for example, the service sector accounted for more than half the gross domestic product (GDP) in 1929, two-thirds in 1978, and more than threequarters in 1993. In the early 21st century, service industries accounted for more than three-fifths of the global GDP and employed more than one-third of the labour force worldwide. explanation for the growth of service industries is that goods production has become increasingly mechanized. Because machines allow a smaller workforce to produce more tangible goods, the service functions of distribution, management, finance, and sales become relatively more important. Growth in the service sector also results from a large increase in government employment.

Service Sector in India Service Sector in India today accounts for more than half of India's GDP. According to data for the financial year 2006-2007, the share of services, industry, and agriculture in India's GDP is 55.1 per cent, 26.4 per cent, and 18.5 per cent respectively. The fact that the service sector now accounts for more than half the GDP marks a watershed in the evolution of the Indian economy and takes it closer to the fundamentals of a developed economy.

Babasabpatilfreepptmba.com

Page 27

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Services or the "tertiary sector" of the economy covers a wide gamut of activities like trading, banking & finance, infotainment, real estate, transportation, security, management & technical consultancy among several others The boom in the services sector has been relatively "jobless". The rise in services share in GDP has not accompanied by proportionate increase in the sector's share of national employment. Some economists have also cautioned that service sector growth must be supported by proportionate growth of the industrial sector, otherwise the service sector grown will not be sustainable. In the current economic scenario it looks that the boom in the services sector is here to stay as India is fast emerging as global services hub.

Service quality is not one-dimensional; it encompasses numerous factors that are important to customer satisfaction. Satisfaction basically is related to expectations and perceived delivery on these dimensions and as shown by the equation given below.

The quality of service delivery results in customer satisfaction & their retention as it reinforces the perception that the value of the service received is grater than the price paid for it.

Quality is defined as the ability of the service provider to satisfy customer needs.

Customer perception, service quality & profitability are interdependent variable.

Even in the case of products, quality is difficult to define because it is highly dependent upon customer perception. The task is made more complicated in the case of service

Babasabpatilfreepptmba.com

Page 28

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

because of the intengible nature of service & the variation in services offered to different customers.

There are several reasons why customers must be given quality service. Most important of

them

are

1. Industry has become so competitive that customers now have variety of alternatives.

If the customers are lost, it can be extremely difficult to win back the individual.

2. Most customers do not complain when they experience problems, these customers simply opt out & take their business elsewhere

Dimensions of Service Quality: Barasuramm, Barry and Zenithal listed various aspects that a customer expects from different

services.

1. Reliability: This refers to the ability of the company to perform the promised service dependably and accurately. Reliability is probably the single most important dimension of quality. Customers expect that companies will do what they say and they will do when

they

say

they

will

do

it.

2. Tangibles: This refers to the appearance of the physical facilities, equipment, personnel, and communication materials. As services are intangible, the tangibles give an impression to the customers about the quality of service they can expect from a firm.

A bank in a shabby building will make the customer wonder whether their money will be

safe

in

Babasabpatilfreepptmba.com

such

a

bank.

Page 29

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

3. Responsiveness: This refers to the willingness of the employees to help customers and provide prompt service. When you go to a bank the minimum that you expect is that the employees would attend to you rather than chit-chat amongst themselves.

4. Assurance: This factor is linked to several minor factors such as competence, courtesy, credibility and security. Competence depends on the service provider's possession of the required skills and knowledge to perform the service. The politeness, respect, consideration, and friendliness of the service providers can be bundled into the term courtesy. Credibility refers to the perceived trustworthiness, believability, and honesty of the service provider. Security refers to the fact that the service should be free from danger, risk, and doubt. In sum, the assurance factor refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.

5. Empathy: Empathy refers to the caring, individualized attention the firm provides to its customers. It includes access, communication and understanding. Access refers to the approachability and ease with which the customer can contact the firm. Communication refers to keeping the customer informed in the language they can understand and listening to them. Understanding has to do with the efforts made by the service provider to know customers and their needs.

The Service Quality Gaps: Gaps between perceived & expected levels of service quality delivery result in the failure of the service provider. The servqual instrument designed by Parasuraman, Berry and Zeithaml can be adapted to most of the services and can be used to measure service quality. This basically will give the gap between customer's expectations and the perceived delivery of service. The same authors have also suggested a gap model, which describes four more gaps. The First gap does not know what customers expect. The second gap is between what the customer expects and what the management understands as the customers' expectation from the company. The third gap is with Babasabpatilfreepptmba.com

Page 30

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

reference to the management's understanding of the customer expectations and the service quality standards set by the management. The fourth gap is between the quality specifications and actual service delivery. The fifth gap is between what is communicated to customers and what is actually delivered. It is possible to measure the gaps and take corrective actions to fill them to the extent possible. The most difficult gap to fill is the one between customer expectations and the perceived service delivery.

The expectation of the customers keeps rising with every good experience. When a customer visits the service organization, he/she expects a better service than what was experienced in the last encounter Customer Retention: Customer retention and relationship marketing (Berry 1983 & Gronroos 1990) concepts have also come to be accepted in product marketing. It basically stresses the fact that it is more economical to retain a customer than to get a new customer. This was primarily practiced in banking to get existing customers to use more services of the same bank relationship marketing recognizes the value of current customers and the need to provide continuing services to existing customers so that they remain loyal. Basically, trust and relationship commitments lead to satisfaction and customer loyalty. While product and service quality are becoming the minimum requirements, the quality of relationship with the customers is emerging as a proper measure of success. The new marketer will gauge success of marketing programmers by the increase or decrease in a customer's future value to the company.

While it is common to both the manufactured goods and services that customer retention brings more revenues than running after new customers, the approach to customer retention are very different. In the case of manufactured goods, it is the zero-defect quality that matters while in services it is the service quality that matters most. In the case of manufactured good, it is possible to build quality into the product so that there is very little necessity for after sales service and human interaction, whereas in the case of Babasabpatilfreepptmba.com

Page 31

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

services like credit cards, banks and beauty parlous, it is the quality of interaction that the service provider has with the customer that matters.

Role of Internal Marketing in Customer Retention: Internal Marketing means that the service firm must efficiently train & motivate its customer contact employees & supporting service people to work as a team to provide customer satisfaction. Internal marketing was originally proposed as an approach to service management, which entailed the application of traditional marketing concepts within the organization in order to improve corporate effectiveness. A related concept called internal customer suggests that the employees be treated as customers in order to improve the quality of service offered to external customers. The approach basically inverts the organizational pyramid and puts customers on top and divides the employees into two categories, viz., (i) those who serve customers and (ii) those who serve those serving the external customers. Hence, the front-line employees became internal customers to the back-office support service staff, supervisors and management.

Internal marketing is supposed to build a market-oriented and customer-focused culture in

an

organization

that

facilitates

the

following:

1. Enable the organization to build customer focus into the corporate mission and make every employee (Whether in operations, marketing, finance or personnel) understand the importance of customer satisfaction and play a direct/indirect role in providing the same.

2. Treat the front-line employees as internal customers and keep their morale and motivation

high.

3. Create an environment where customer contact personnel feel empowered to deliver high quality service to customers and do not feel threatened to give feed back to the management

on

the

negative

Babasabpatilfreepptmba.com

moments-of-truth

experienced

by

customers.

Page 32

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

4. Streamline service delivery systems (including the back-office support systems and procedures) in order to suit customer needs regardless of internal conveniences.

Major Issues in Service Quality Issues such as individual customer satisfaction versus meeting the corporate objectives have been debated at length in marketing literature. Additionally, employees are bound by the rules and regulations of the organization, whereas the relationships with customers are not tightly governed by rules. Of course when a customer voluntarily enters the premises of an organization to avail its services, he/she will be governed by its rules. For example, a customer entering a McDonald's outlet cannot ask for waiter service.

However, the organizational relationships are much more complex. Though to some extent we may find parallels in customer relationships, the relationship between one employee and another is much more complex as it is governed by past behaviour and other situational factors. Many times, people have hidden agendas and they use organizational issues to settle scores with each other. As the hierarchy is involved, people can use positional power to play polities to achieve their end objectives. These are not going to be very pronounced in the case of customers.

Service can be broadly classified into high-tech, low-touch and low-tech, high touch services. A customer using an ATM to withdraw cash has no human much at all. It is basically a high-tech, low-touch service. On the other hand, if you enter a beauty parlour for hairdressing the service- provider understands the individual customer's needs and customizes the service accordingly. This is an example of a low-tech, high-touch service. The service delivery systems are designed to suit the specific services.

Companies are trying to move in the direction of high-tech, low-touch, as it is easier to manager. Federal Express has developed a package tracking- system, which can be

Babasabpatilfreepptmba.com

Page 33

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

accessed through the Internet by its customers. This has greatly reduced customer calls wanting to know whether their packages have been delivered or nor.

The most important thing in blueprinting of a customer service is to look at the processes from the customer's perspective. Companies should move out of their internal divisions and conveniences to devise delivery systems ideally suited to the consumers.

Bank timings are fixed by taking into consideration the convenience of the employees.

Some banks have now started the practice of keeping the banks open on Sundays and during late hours. Similarly, a loan applicant will be make to run from section to section to know the status of his application. This is where it makes sense to create a single window clearance system.

•

The service sector now accounts for more than half of India's GDP: 51.16 per cent in 1998-99. This sector has gained at the expense of both the agricultural and industrial sectors through the 1990s. The rise in the service sector's share in GDP marks a structural shift in the Indian economy and takes it closer to the fundamentals of a developed economy (in the developed economies, the industrial and service sectors contribute a major share in GDP while agriculture accounts for a relatively lower share).

•

The service sector's share has grown from 43.69 per cent in 1990-91 to 51.16 per cent in 1998-99. In contrast, the industrial sector's share in GDP has declined from 25.38 per cent to 22.01 per cent in 1990-91 and 1998-99 respectively. The agricultural sector's share has fallen from 30.93 per cent to 26.83 per cent in the respective years.

•

Some economists caution that if the service sector bypasses the industrial sector, economic growth can be distorted. They say that service sector growth

Babasabpatilfreepptmba.com

Page 34

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

must be supported by proportionate growth of the industrial sector, otherwise the service sector grown will not be sustainable. It is true that, in India, the service sector's contribution in GDP has sharply risen and that of industry has fallen (as shown above). But, it is equally true that the industrial sector too has grown, and grown quite impressively through the 1990s (except in 1998-99).

Three times between 1993-94 and 1998-99, industry surpassed the growth rate of GDP. Thus, the service sector has grown at a higher rate than industry which too has grown more or less in tandem. The rise of the service sector therefore does not distort the economy.

•

Within the services sector, the share of trade, hotels and restaurants increased from 12.52 per cent in 1990-91 to 15.68 per cent in 1998-99. The share of transport, storage and communications has grown from 5.26 per cent to 7.61 per cent in the years under reference. The share of construction has remained nearly the same during the period while that of financing, insurance, real estate and business services has risen from 10.22 per cent to 11.44 per cent.

•

The fact that the service sector now accounts for more than half the GDP probably marks a watershed in the evolution of the Indian economy.

Babasabpatilfreepptmba.com

Page 35

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Company profile Started in : 1988 Headquarter: Bangalore Managing director is Mr. UDAY PASRICHA Babasabpatilfreepptmba.com

Page 36

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

INDUSTRY: service industry Branches: Bombay, Chennai, Hyderabad Competitors: SPM, Instrument Hyderabad, SKF INDIA LTD

PERMAWELD PVT LTD is an ISO 9001:2000 certified company. We have pioneered the concept of making “MAINTENANCE A PROFIT CENTRE” for the past 20 years by providing SPECIALITY MAINTENANCE SOLUTIONS on products and services for critical applications. The objective at all times being to extend the productive life of Assets, components and machines.

PERMAWELD. has over its past 20 years, conceptualized with ease in maintainability by periodic health monitoring of plant machinery, Leak audits, Thermography and predictive maintenance requirements, pre-empting unscheduled shut-downs and thus loss of productivity besides, avoiding un-necessary repairs.

PERMAWELD is an ‘Single point vendor’ for Predictive maintenance based on our 10 years experience of vertical focus, we are well qualified to take up any specific or customized maintenance contract as required by customer,leading industries like, HPCL, BPCL,IOCL and RELIANCE etc..

TECHNIQUES

 ULTRASOUND

Babasabpatilfreepptmba.com

Page 37

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

 VIBRATION MONITORING  THERMAL IMAGING  TEMPERATURE MONITORING

ULTRASOUND TECHNIQUE The concept of predictive maintenance by ultrasound is based on exploiting the very fact that any mechanism shall generate a certain level of ultrasound directly depending on its health condition while operating.

Condition Monitoring and Predictive Maintenance has traditionally been performed through Vibration Analysis, Infrared and other technologies. Ultrasonic technology is often ignored but is an excellent option especially for organizations with lower budgets. Ultrasonic detectors are capable of accurately interpreting the sound of under lubrication, over lubrication and early signs of internal wear conditions. The right ultrasonic technology is a fast and effective means of determining such conditions in moving, mechanical components such as Bearings, Gearboxes, Motors, Compressors, etc.

There is a direct correlation between Ultrasound generated by an object and condition of that object. Ultrasonic carries information about the internal process and condition of the component or assembly activity in and around the object & assist in predictive maintenance based on early detection, though it does not provide a conventional measurement. Thus Ultrasound monitoring aids in detecting a problem LONG BEFORE it can be discovered through conventional monitoring.

 Ultrasound is distinguished technique due to its characteristics of Babasabpatilfreepptmba.com

Page 38

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

 Higher frequency and thus shorter wavelength.  Capability to attenuate more quickly than sound waves  Easily shielded thus isolating surrounding noise.  Directional travel thus aiding localized detection.

The above tool with characteristics can be used for following diagnosis.

 Leak Audits – Compressed Air leaks, Vacuum leaks and other Gases leaks.  Survey of Faulty Steam Traps  Detection of Passing of Valves  Condition Monitoring of Rotary Equipments like Bearings, Gear box etc..

CONDITION MONITORING - CONCEPT

 Continuous or regular measurement of health signals from different machines in a plant.  This indicates the variation of condition of machines or their components based on exposure to the operating and services environment.  Once the trends of the machine are established, it will help us to create NEW AND ACCURATE maintenance intervals. Then we know when it is safe to continue operating the machine and when safe to interrupt their operation for maintenance.  For those machines where trend monitoring indicates a deteriorating pattern, based on regular checking, we suggest early intervention.

Babasabpatilfreepptmba.com

Page 39

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

 We also offer product-based solution to enhance reliability and extend current maintenance intervals.

THERMAL IMAGING/ TEMPERATURE SCANNING

THERMAL IMAGER can provide early warning in ‘Real Time’ predicting much before the equipment could fail. It is Convenient, Non-Invasive, In-Situ and Two-Dimensional.

The THERMAL IMAGER is used to detect Hot Spots and their origin in •

Electrical loose connection in Distribution panel.

•

Faulty Fuses

•

Improper cable crimping.

•

Load unbalancing.

•

Improper cable selection and over heating.

•

UPS Battery bank.

 Thermal scanning allows us to create component performance classification with in the scope of condition monitoring. It provides faster non – contact investigation means of large areas.

Babasabpatilfreepptmba.com

Page 40

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

 “Temperature” is considered as the best indicators of health of a component.

The magnitude and distribution of the temperature indicates departure from normal / acceptable performance.  We employ infrared non - contact type thermal gun to indicate the temperature of bearing and other components.

We, thus, facilitate-

 EASE IN PREDICTING HEALTH CONDITION OF A COMPONENT  MINIMISING DOWNTIME  REVISE MAINTENANCE SCHEDULES  PRIORITISING REPAIRS  AVOIDANCE OF UN-NECESSARY REPAIRS  PROVIDING MAINTENANCE SOLUTIONS

Babasabpatilfreepptmba.com

Page 41

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

ORGANIZATION CHART Managing Director

Marketing GM

Business development

HR/Accounting

GM

ASST

Manager Sr MDE

GM

SM

Sr A/C

A/C

Manager

AE

MDE

ASST

ASST

Manager

Manager

Babasabpatilfreepptmba.com

MDE

Page 42

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Sr A/C

ASST

ASST A/C AE

MDE

AE

In permaweld there are different products are there those are

1) CTRL UL-101 Ultrasound Diagnostic device

Babasabpatilfreepptmba.com

Page 43

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

A low cost, money saving, efficient diagnostic tool for equipment health monitoring, troubleshooting & leak detection.

CTRL means you have control

OPERATING PRINCIPLE CTRL tool UL-101 operates on the principle of Ultrasound i.e. audible frequencies beyond human perceivable range [20 Hz – 20,000 Hz] since UL-101 tool operates at frequency of 40,000 Hz. Sound is the movement of pressure variation through a medium [solid, liquid or gas].

Sound gets created when there is  Impact  Turbulence  Friction  Electric arcing or Corona discharge THE FUNDAMENTALS OF SOUND: Types of Sound  Infrasound (0-20Hz) 

Audible Sound (20 Hz – 20 KHz)



Ultrasound (20 KHz and above)

Babasabpatilfreepptmba.com

Page 44

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

CTRL UL-101 Tool – What can it do?

In Contact mode, diagnose health of -

Bearings

-

Gears

-

Solenoid valves

-

Hydraulic cylinders

-

Valves

-

Pumps

-

Compressors

-

Fuel Injectors

-

Leaks through Seals & Gaskets

Using the specialized CTRL UL 101 ULTRASOUND DEVICE, VIBRATION ANALYSIS, and THERMOGRAPHY; Permaweld provides to Industry plant, surveys and maintenance consultancy to improve productivity and reduce energy losses. This is based on taking up Predictive Maintenance & Condition Monitoring Contracts that drastically reduce energy losses through the highly sensitive CTRL ultrasound device that can “hear and detect from a distance” compressed air or gas leaks and abnormal Babasabpatilfreepptmba.com

Page 45

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

sound above 30,000 hz which enables “early prediction and pin pointing problem areas.

WE also identify vacuum leaks, take up steam trap surveys and identify valve passing.

Additionally with early identification of potential component failure in mechanical equipment, we reduce the risk of unscheduled break downs of critical equipments like HT Motors, Gear Boxes, bearings and other rotating equipment.

With the CTRL Ultrasound device we are able to hear leaks that are inaudible to the human ear and would not be detected by conventional tests. The CTRL Ultrasound device is very versatile and can also identify electrical arcing, corona discharge. Besides the above mentioned uses, its usage is limited only by a lack of imagination. We offer a demonstration of CTRL Ultrasound device for purchase by industry AND we help create “new maintenance standards and schedules based on its usage for day to day prevention and audits” . It can be supplied with a handheld computer and data recording software.

The CTRL Ultrasound device has unique applications in conjunction with the ULTRASOUND UL101 transmitter for QC and checking for the integrity of vessels and tanks, and as an alternate to pressure testing for aircraft cabins or shower testing for vehicle cabins 2)MERUS Introducing the GREEN Enviro-Friendly, energy saving technology that removes and then prevents scaling, corrosion in pipelines, boilers, heat exchangers and insures long term retention of pressure in fluid flow systems

Industry can now eliminate pipeline scaling, prevent pipeline corrosion even at high temperatures, and prevent build up of algae, Bacterial contamination within water cooling systems and water loops with MERUS installations.

Babasabpatilfreepptmba.com

Page 46

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

A MERUS installation is a Comprehensive NON INVASIVE solution that requires NO energy, NO chemicals, No Magnets and NO day to day maintenance for industry BECAUSE we are responsible and undertake TOTAL MAINTENANCE of the installed system as a long term solution.

MERUS offers this GREEN technology for Corrosion, Lime scale, Biofilms, that provide long term savings. This is a unique and revolutionary, non traditional device that over comes the negative effects caused by solids in water. The installation is suitable for oil and viscous flow, effluent, and offers long term protection for Industrial Heat Exchangers, Industrial Cooling towers, Water Distribution Systems, Steam Generators, Boiler and high temperature areas where solids must be kept in a flowing state to prevent deposition.

3) Megna

Weld Repair Consultancy, Salvage services & speciality Product Recommendation.

We use and recommend World famous specialty MAGNA WELDING ALLOYS which are unique and specifically engineered only for critical salvage and maintenance.

PERMAWELD provides weld solutions that result in Reliable and Risk Free weld joints for almost all KNOWN and unknown base metals and extreme operating environments.

When using MAGNA ALLOYS industry is assured of “Long lasting repairs for difficult to weld components and machinery of varied, old, contaminated and unknown base metals”. Our experienced and certified welders offer specialized structural chassis and component repair for heavy construction and mining machinery, Industrial Press tools and dies for greater productivity 4) Omega Permaweld's Lubrication Consultancy Babasabpatilfreepptmba.com

Page 47

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

We have 20 years of experience with OMEGA lubrication in critical applications with MOST industry who are market leaders (some of our customers) in India. Omega Lubricants have repeatedly proved that they are vastly superior in performance and MAXIMIZE maintenance intervals, the life of valuable machinery and critical components. OMEGA lubricants are recommended by PERMAWELD as the “solution” for critical areas with “result based study and data” that prove savings, extension of life of specific components, enhancement of machine performance, reduction in operating temperature and vibration levels. The substantial extension of lubrication intervals compared to current industrial norms assure improvement in productivity and lowering of final costs

Topic:

customer perception towards permaweld

Objectives 1) To study the perception of consumers towards the permaweld Ltd 2) To check awareness level regarding permaweld products.

3) To know the customer perception towards price of permaweld products.

Babasabpatilfreepptmba.com

Page 48

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

4) To find out customer satisfaction toward permaweld products.

5) To determine which factors influence the customers to purchase permaweld products I.e. omega, megna, CTRL, merus.

Research methodology Primary Data

: Questionnaire and Personal Interaction

Secondary Data: Company manual Company book lets Organization Guide Internet.

2. Sampling Sampling Method

:

Convenient Random Sampling.

Sample Population

: Various customers in Bangalore city..

Sample Size

: 100.

Babasabpatilfreepptmba.com

Page 49

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Babasabpatilfreepptmba.com

Page 50

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Data Analysis

Frequencies Are you aware of permaweld pvt limited company?

N

Valid Missing

100 0

Babasabpatilfreepptmba.com

Page 51

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Valid

yes

Frequency 100

Percent 100.0

Valid Percent 100.0

Cumulative Percent 100.0

Are you aware of permaweld pvt limited company?

yes 100.0%

Analysis:from the above graph out of 100 respondents 100% respondents are aware of permaweld company Interpertation:majority of respondents are aware of permaweld company.

Frequencies Are you aware of permaweld company product?

Babasabpatilfreepptmba.com

Page 52

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

N

Valid

100

Missing

Valid

Yes No Total

0

Frequency

Percent

Valid Percent

88 12 100

88.0 12.0 100.0

88.0 12.0 100.0

Cumulative Percent 88.0 100.0

Analysis:from the above graph out 100% respondents 88% respondents are aware of permaweld product and 12% respondents are not aware of permaweld Products Interpertation: majority of all respondents are aware of premaweld products .

Babasabpatilfreepptmba.com

Page 53

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

How much you are aware of permaweld company product?

N

Valid Missing

100 0

Frequency Percent Valid Percent Cumulative Percent

Valid

Highly aware about it 88

88.0

88.0

88.0

Some what heared

3

3.0

3.0

91.0

Not aware of it

9

9.0

9.0

100.0

Total

100

100.0

100.0

Babasabpatilfreepptmba.com

Page 54

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Analysis:from the above graph out of 100 respondents 88% respondents highly aware about the premaweld products and 9% respondents are and not aware of permaweld products and 3% respondents are some what heard about it.

Interpertation:majority of respondents are highly aware about premaweld product.

Frequencies What you think about permaweld pvt ltd company?

N

Valid Missing

100 0

Babasabpatilfreepptmba.com

Page 55

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

40

30

20

10

0 Very good

Good

Average

Not good

Analysis: From the above graph out of 100 respondents 37% respondents said average and 27% respondents are said very good and 26 respondents are said good and only 10% respondents are said not good.

Interpertation:majority of respondents are think average of permaweld private company.

Frequencies What will comes in your mind by hearing permaweld pvt ltd company?

Babasabpatilfreepptmba.com

Page 56

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

N

Valid Missing

100 0

Frequency 1

Valid

Percent 1.0

Valid Percent 1.0

Cumulative Percent 1.0

Environmental friendly Products manufacturer

9

9.0

9.0

10.0

Name for good service

48

48.0

48.0

58.0

Name for good product Energy saver

30

30.0

30.0

88.0 100.0

Name for cost reducer Total

12

12.0

12.0

100

100.0

100.0

60

50

40

30

20

10 0 Environmental friend

Name for good product

Name for good service

Name for cost reduce

Analysis:from the above graph of out of 100 respondents 48% respondents are said name for good service 30% respondents are said name for good product energy saver and 12% respondents are said name for cost reducer and lastly 9% respondents are said environmental friendely products manfacture by hearing premaweld private company.

Interpretation:majority of respondents are name for good service comes in mind by hearing premaweld product .

Babasabpatilfreepptmba.com

Page 57

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Frequencies What do you think about price of permaweld products?

N

Valid

100

Missing

Valid

0

Frequency 18

Percent 18.0

Valid Percent 18.0

Cumulative Percent 18.0

High

25

25.0

25.0

43.0

Moderate

41

41.0

41.0

84.0

Low

14

14.0

14.0

98.0

2

2.0

2.0

100.0

100

100.0

100.0

Very high

Very low Total

50

40

30

20

10

0 Very high

High

Moderate

Low

Very low

Analysis:from the above graph out of 100% respondents 41% respondents are said the price of premaweld company products is moderate and 25% respondents are said High and 18% respondents are said very high and 14% respondents are said low and 2% respondents are said the price of premaweld product is very low.

Interpretation: majority of respondents are said the price of premaweld company product is moderate.

Babasabpatilfreepptmba.com

Page 58

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Frequencies Which are the factors influenced you to purchase permaweld products?

N

Valid

100

Missing

Valid

0

Pricing

Frequency 27

Percent 27.0

Valid Percent 27.0

Cumulative Percent 27.0

Quality

41

41.0

41.0

68.0

Advertisements

20

20.0

20.0

88.0

7

7.0

7.0

95.0 100.0

Pre and post Purchase service Company image Total

5

5.0

5.0

100

100.0

100.0

50

40

30

20

10

0 Pricing

Advertisements Quality

Company image

pre and post purchase

Analysis:from the above graph of 100% influenced Babasabpatilfreepptmba.com

41%

respondents are said quality has

Page 59

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

to purchase premaweld product and 27% respondents are said pricing and 20% respondents are said advertisement and 7% of respondents are said pre and post purchase services has infiuenced and 5% respondents are company image.

Interpertation:majority of respondents are said quality has influenced to purchase premaweld product

Frequencies Are you satisfied with the permaweld products?

N

Valid Missing

Valid

Yes No Total

100 0

Frequency 92

Percent 92.0

Valid Percent 92.0

8

8.0

8.0

100

100.0

100.0

Babasabpatilfreepptmba.com

Cumulative Percent 92.0 100.0

Page 60

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

No 8.0%

Yes 92.0%

Analysis:from above graph out of 100% respondents 92% respondents are satisfied premaweld product and 8% respondents are said not satisfied .

Interpertation:majority of respondents are satisfied premaweld product.

Frequencies To what extent you satisfied with permaweld products?

N

Valid Missing

100 0

Babasabpatilfreepptmba.com

Page 61

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Valid

Frequency 17

Percent 17.0

Valid Percent 17.0

Cumulative Percent 17.0

Satisfied

16

16.0

16.0

33.0

average

51

51.0

51.0

84.0 100.0

Highly satisfied

dissatisfied Total

16

16.0

16.0

100

100.0

100.0

60

50

40

30

20

10

0 Highly satisfied

Satisfied

average

dissatisfied

Analysis: out of 100 respondents 51 respondents said avg has permaweld product,17 respondents are highly satisfied with perweld product ,16% respondents are satisfied & 16% respondents are dissatisfied with permaweld products.

Iterpretation. Majority of respondents said avg as permaweld product.

Frequencies Do you think sales and service of permaweld company effective?

Babasabpatilfreepptmba.com

Page 62

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

N

Valid Missing

Valid

yes no Total

100 0

Frequency 78

Percent 78.0

Valid Percent 78.0

Cumulative Percent 78.0

22

22.0

22.0

100.0

100

100.0

100.0

Do you think sales and service of permaweld company effective? no 22.0%

yes 78.0%

Analysis; from the above graph 100% respondents 78 respondents are said sales & sevice of per weld company is effective & 22respondents are said sales & sevice of permaweld product is ineffective.

Intepretation; majority of respondents are said sales & service of permaweld company is effective.

Babasabpatilfreepptmba.com

Page 63

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Frequencies Do you recommend to others to purchase permaweld products?

N

Valid Missing

Valid

yes no

100 0

Frequency 63

Percent 63.0

Valid Percent 63.0

Cumulative Percent 63.0

37

37.0

37.0

100.0

Total

100 100.0 100.0 Do you recommend others to purchase permaweld product? no 37.0%

yes 63.0%

Analysis: From the above graph 63% respondents are said they are recommended to others to purchase permaweld product & 37% respondents are not recommended to others.

Interpretation: majority of respondents said they are recommended to others to buy permaweld product.

Babasabpatilfreepptmba.com

Page 64

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Frequencies Do you need any financial assistance while purchase permaweld product?

N

Valid Missing

Valid

yes no Total

100 0

Frequency 73

Percent 73.0

Valid Percent 73.0

Cumulative Percent 73.0

27

27.0

27.0

100.0

100

100.0

100.0

Do you need any financial assistance while purchase permaweld product? no 27.0%

yes 73.0%

Analysis: from the above graph 73% of respondents need financial assistance while purchasing permaweld product 27% respondents not in need of any financial assistance while purchasing permaweld product.

Babasabpatilfreepptmba.com

Page 65

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Interpretation: majority of respondents are need purchasing permaweld products.

financial assistance while

Frequencies From the following which factor do you consider while purchasing permaweld product?

N

Valid

100

Missing

Valid

0

Cumulative Percent 28.0

Frequency 28

Percent 28.0

Valid Percent 28.0

low price loan

50

50.0

50.0

78.0

others

22

22.0

22.0

100.0

Total

100

100.0

100.0

credit facility

60

50

40

30

20

10

0 credit facility

low price loan

others

Analysis: from the above graph 50% respondents are consider low price loan while purchasing permaweld product 28% respondents are consider credit facilities &22% respondents are consider others.

Babasabpatilfreepptmba.com

Page 66

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Interpretation: majority of respondents are consider loan while purchasing permaweld product.

Frequencies Is discount is one of major factor you purchase permaweld product?

N

Valid Missing

Valid

yes no

100 0

Frequency 70

Percent 70.0

Valid Percent 70.0

Cumulative Percent 70.0

30

30.0

30.0

100.0

100 you purchase 100.0 100.0 product?

Is discount is oneTotal of major factor permaweld no 30.0%

yes 70.0%

Analysis; From the above graph 70% respondents said yes as discount is the major while purchasing permaweld product 30%. said no.

Interpretation: Majority of respondents Said yes as discount as permaweld product.

Babasabpatilfreepptmba.com

Page 67

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Frequencies Are you satisfied with price paid to the permaweld product?

N

Valid Missing

Valid

stongly agree agree dsagree Total

100 0

Frequency 31

Percent 31.0

Valid Percent 31.0

Cumulative Percent 31.0

61

61.0

61.0

92.0 100.0

8

8.0

8.0

100

100.0

100.0

Babasabpatilfreepptmba.com

Page 68

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

70 60

50

40 30

20

10 0 stongly agree

agree

dsagree

Analysis: From the above graph 61% respondents agree with price provided by permaweld 31% strongly agree with price provided by permaweld & 8% respondents disagree with price provided by permaweld.

Interpretation: majority of respondents agree with price provided by permaweld.

Hypothesis: The hypothesis is tested with the help of questionnaire the Ho states that more than 85% respondents are told that they are satisfied with Permaweld’s company’s products, as per data collected 92 out of 100 respondents told that they are satisfied with Permaweld’s company’s products Babasabpatilfreepptmba.com

Page 69

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

H0= more than 90% respondents said that they are satisfied with Permaweld’s company’s products H1= less than90% respondents said that they are satisfied with Permaweld’s company’s products Using Z test can prove this.

P= 0.90 n = sample size 100 a (alpha)= 5% level of confidence Z= 1.64 (referring table)

S=

P (1-P) n-1

= 0.90(1-90) 100-1

S= 0.03015 Po=92/100=0.92 Zcal= Po-P/SE = 0.92-0.90/0-03015 Zcal= 0.6634 Conclusion: Accept Ho. As it falls under the confidence level i.e.1.64

Findings Babasabpatilfreepptmba.com

Page 70

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

1) According to survey 100% respondents are aware of permaweld company 2) By the survey we came to know that 88% respondents are aware of permaweld company product.and 12% respondents are not aware of it 3) In 88% respondents are highly awaere about premaweld products & only very less respondents are not aware of permaweld products.

4) By the survey we came to know that most of the respondents said permaweld Pvt ltd company is average & some respondents said permaweld Pvt ltd company not .

good.

5) In 100 respondents most of them said name for good service & only few of them said environmental friendly products manufacturer.

6) By the survey we can say that 41% of respondents said

price of premaweld

company products is moderate & 2% respondents are said the price of premaweld product is very low.

7) According to the survey more no of respondents said quality factor has influenced & Very less respondents are company image.

8) In 100 respondents respondents 92% respondents are satisfied premaweld product & 8% respondents are said not satisfied.

9) By the survey we can say that more no of respondents said avg has permaweld product & very less respondents are dissatisfied with permaweld products.

Babasabpatilfreepptmba.com

Page 71

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

10) By the survey we come to know that more no of people said sales & sevice of permaweld is effective.

11) By the survey we come to know that most of the respondents recommend others to buy parmaweld products.

12) In 100 respondents

73%

respondents need financial assistance & 27%

respondents not in need of any financial assistance.

13) According to the survey more no of respondents consider low price loan while purchasing permaweld product while only few said others factor .

14) In 100 respondents respondents 70% respondents said yes as discount is the major while purchasing permaweld product 30%. said no.

15) By the survey we come to know that most of the respondents agree with the price & less respondents disagree

Suggestion:

Babasabpatilfreepptmba.com

Page 72

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

1) In the survey 100% respondents said that they were aware of permaweld company . but still some people were not aware of its products. So try to make some product awareness activities or promotions which helps in increasing the awareness of its products.

2) By the survey it is clear that maximum respondents influenced by the factor Quality. So it is suggested they increase and maintain the quality of products.

CONCLUSION In the study of “customer perception towards permweld product sales”, I have experienced that customer perception plays a vital role in the success of a permaweld product.

Nothing is of a greater importance for a marketer than perception. Perception is actually more important than reality in many cases.

In Bangalore city customers are having good perception towards permaweld product except some factors like, material and quailty. The awareness levels of perm weld products are also good. Even though it is facing tough competition with skf it is good product in India.

Babasabpatilfreepptmba.com

Page 73

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

In the world of business, particularly marketing and advertising, perception is reality. . How do consumers perceive the brand, the product, how do they perceive competitors - that all determines how successful the product will be on the market.

Dear Sir/Madam, Personal information NAME __________________________ AGE: 18-25, 26-35, 46-above QUALIFICATION:___________________ INCOME BELOW 10, 10-20, 20-30, 30-40, 40-ABOVE PHONE:________________

MOBILE:_______________

ADRESS:_______________________________________

Questionnaire 1) Are you aware of permaweld pvt ltd company?

Yes No 2) Are you aware of Permaweld company product?

Yes

No

Babasabpatilfreepptmba.com

Page 74

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

3) How much you are aware of Permaweld Company’s product? a) Highly aware about it b) Some what heard c) Not aware of it 4) What do you think about permaweld Pvt ltd Company?

Very good

good

average

not good

very bad

5) What will comes in your mind by hearing permaweld pvt ltd company?

Environmental friendly products manufacturer Name for good service Name for good products Energy saver Name for cost reducer 6) What do you think about price of permaweld products?

Very high High Moderate Low Very low 7) Which are the factors influenced you to purchase permaweld products?

Pricing Quality Babasabpatilfreepptmba.com

Page 75

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE�

Advertisements Pre and post purchase services Company Image 8) Are you satisfied with the permaweld products?

Yes

No

If yes continue else go to question number 10 9) To what extent you satisfied with permaweld products?

Highly

satisfied

average

dissatisfied

Satisfied

highly dissatisfied

10) Do you think sales and service of Permaweld product effective?

Yes

No

11) Do you recommend others to purchase permaweld product?

Yes

No

12) Do you need any financial assistance while purchase Permaweld Product?

Yes

No

13) From following which factor do you consider while purchasing permaweld Product

Credit facilities

low price loan

Babasabpatilfreepptmba.com

others

Page 76

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

14) is Discount is one of major factor you purchase permaweld product?

Yes

No

15) Are you satisfied with price paid to the permaweld product?

Strongly agree or

agree

neither agree Disagree

16) Any suggestion would you like to give for improvements ________ ________________________ _________ _______________________ ________________________________

Babasabpatilfreepptmba.com

Page 77

“CUSTOMER PERCEPTION TOWARDS PERMAWALD PVT LTD., BANGALORE”

Babasabpatilfreepptmba.com

Page 78