Introduction about the company

Sonata Ceramic Pvt, Ltd located at Near Sabar Dairy, Talod road, Himatnagar.This firm was established on 9 Aug, 2002. They production is strictly based on ISO: 9001-2000 quality control system to make each piece of their tiles enjoying the best quality; therefore to make their enterprise have excellent product fame. The firm has an investment in plant & machinery of Rs. 20 crores.

Sonata Ceramic Pvt. Ltd inherited the soul of traditional Indian art absorbed advanced Italy manufacturing technology and import the most advanced overseas production equipment & technology. Raw material comes in organisation is from Rajasthan Gujarat & Andhra Pradesh.

Quality, style & pattern are our best advantages in creating elite ceramic & rooting us at the higher level market. The complete styles & colours & reasonable prices make Porceline (Ceramic) & vitirified homogenous tiles the ideal choice for offices homes, shopping malls, airports, rail stations & multiplexes etc. The firm do marketing in Gujarat is 5% and all India is 11 to 12 %.

The said products are capable to replace natural granite product across the globe. Sonata is committed to supply best quality of tiles in the domestic & overseas market and it is already well approved in Indian market for last nine years. And now with the new blend of technologies recently renovated; they will be much stronger in the market to supply best quality innovative tiles with latest trends. The firm has two ware-houses.

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Manufacturing Process:-

When total weight of raw material is done according to their proportion then it is automatically loaded in ball mill by conveyer system. This material is charged for 1-16 hours then is stored in a well of blunger. This company manufacturing process is then technically processed through following processes which converts raw material into consumer goods.

Raw Material Department (Slip House):

In this department there are sub-department for Clay, Bikaner, Feldspar etc. They are used required proportions loaded by machine and are weighted automatically

Spray Drayer:

It converts into above mixture from the liquid from of raw material. The liquid is sprayed about 80-90 feet by the Italian Pump. In this spray dryer it is converted into powder from then it goes for the further process.

Press:

In this machine the powder from of raw material goes in the press machine and it converts into tiles (hard biscuit shape). This machine is having a Capacity of 4200 MT that means it can take 400 kg/cm 2 with a kvt. This said press is imported from China with assembled accessories from Italy.

Glaze line & Kiln:

At this stage, after the pressed tiles it automatically goes into vertical dryer and made semi-hard with the absortion of most of the water. Some hardness at this stage and it goes on a glaze line like dish flow Bell & Low scrapper, compensator, printer etc. Then this tiles goes into the loading machine by loading machine And then goes directly into the kiln. At this stage product take 35-40 minutes for the conversion to finished good into super hard target tiles. The temperature in kiln is approximately 1200oC or more.

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Sizing, Sorting & Stacking

Each & every finished tile is then rectified on its four sides with the help of imported sizing machine to make it joint-free.

The same is then very carefully sorted to first (premium), second (gold), third (silver) & fourth (Uti) grade for packing accordingly and then loaded and stacked in the go-down (ware-house).

MAIN RAW MATERIAL

Santal Pure Clay

Wall stone powder

Sawa clay

Powder

Ceramic color

China clay body

Dolomites powder

Quartz powder

Frit

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PACKING MATERIAL

Corsage box

Stamping patty

Cello tape

Product:-

PORCELINE {(605 mm x 605 mm) 24 x 24}

KING STON {(302 mm x 302 mm) 12 x 12}

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TAG LINE:

Where Creativity Began.

QUALITY POLICY:It Is Committed To Get Higher Levels Of Consumer Satisfaction By Continuously Improving Range To Deliver Value to Consumer. COMPETIOTORS:i. ORACLE ii. CITY TILES iii. REGENT iv. KOHINOOR v. SONI vi. ALASKA vii. EUREKA viii. OREVA

PRODUCT NAME:-

SONATA VITRO TILES SIZE

=1616 INCHES = 2020 INCHES

SONATA RUSTIC TILES SIZE

=2422 INCHES = 2424 INCHES

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THEIR VISION

To be a leader in the construction industry by manufacturing high quality vitrified tiles with innovative designs and concepts

To create a large satisfied customer base by delivering durable, defect free, environmental friendly and properly designed products with excellent services at reasonable and affordable prices

To encourage our employees who are our first assets, by promoting and utilizing their best knowledge and experience.

SWOT

S: -

Strength It Has Strength To Catch Up All The Opportunities Of Development.

W: -

Weakness Weakness not found

O: -

Opportunities Opportunities Of Rising Profit More Production Capturing Markets New Products.

T: -

Threats Safety Is Compulsory Measure, Because Agro Product Likes Every Other Company It Is Also Threats Of Competitors.

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CORPORATE INFORMATION

Sonata Ceramics P.V.T L.T.D Near Sabar Dairy Talod Road, At & Po Gadhoda Himmatnagar-383001(S.K) Gujarat-India

Establishment year of the company

The incorporation year in 9 Aug, 2002

Size of the company :

Sonata Ceramic Pvt, Ltd.

Form of organization :

It is ceramic industrial unit.

Time Keeping System:

General Shift is 8:00 am to 6:00 pm

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Other shifts are as under:

I.

8:00 a.m to 4:00 p:m

II.

4:00 p.m to 12:00 p.m

III.

12:00 p.m to 8:00 a.m

Bankers of the company :

State bank of India

HDFC bank ltd.

Bank Of Baroda

Different department of the unit :

Purchase department

Actual production department

Marketing department

Account & finance department

Glaze department (production)

Printing department (production)

Name of board of director :

No. 1. 2. 3. 4.

Name Mr.Mukeshbhai P.Patel Mr. Mahendrabhai G. Patel Mr. Jayantibhai R. Patel Mr.Dipakbhai K.Patel

Designation Director M.D Director Director

Auditors of the Unit:

Mr. M A. Patel & Associates. (C.A)

Companys Motto:

To achieve & sustain quality of the production

continuously.

To provide confidence in our own organization.

To provide quality tiles, service & confidence to our customer as well as suppliers.

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RESEARCH METHODOLOGY

Primary Data Collection:

Survey done in the markets of Himmatnagar region.

Survey done with 100 residents of the place.

Survey completed through one to one interaction with the people.

Secondary Data Collection: Details of the industry collected from website-www.sonatatile.com And also data collected from the Himmatanagar region.

Research Objectives: To evaluate the customer satisfaction for the product of the SONATA TILES To check consumer behavior about their needs, wants and demands.

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BRIEF ABOUT C0NSUMER SATISFACTION Consumer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.[1]

Consumer Satisfaction Surveys Assess Your Audience The customer is always right... that is why it makes smart business sense to regularly get feedback from your current clients and customers... Consumer satisfaction surveys cover the core issues important to your organization. They identify areas that necessitate improvement and can enhance the effectiveness of your marketing strategies. At the same time, consumer satisfaction surveys can increase customer loyalty by showing your customers that you care about meeting their needs. Benefits of Consumer Satisfaction Surveys The benefits of conducting consumer satisfaction surveys are significant and their impact can last long after the results are analyzed. Consumer satisfaction surveys can be used to:

Improve brand perception Increase loyalty and retention Identify areas that need improvement Identify upgrade opportunities Test new products, services, offers and pricing

We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. How, when, and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers.
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How Ask Whether Customers Are Satisfied There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. We can ask them:

Face-to-face as they are about to walk out of your store or office, ask them.

Call them on the phone If you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are.

Mail them a questionnaire This technique has been used for a long time. The results are predictable.

Email them a customer satisfaction survey Be careful to not violate Spam laws

Email them an invitation to take a customer satisfaction survey

When To Conduct A Customer Satisfaction Survey The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds. If you wait to conduct a survey, the customer's response may be less accurate. He may have forgotten some of the details. She may answer about a later event. Hear may color his answers because of confusion with other visits. She may confuse you with some other company.

What to Ask In a Customer Satisfaction Survey There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, "will you buy from me again?" While it is tempting to reduce your customer satisfaction survey to this supposed "essence", you miss a lot of valuable information and you can be easily misled.

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It is too easy for a customer to answer yes to the "will you buy from me again?", whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behavior and to collect information about what to change and what to keep doing.

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By all means ask the basic customer satisfaction questions:

How satisfied are you with the purchase you made (of a product or service) How satisfied are you with the service you received? How satisfied are you with our company overall?

And ask the customer loyalty questions"

How likely are you to buy from us again? How likely are you to recommend our product/service to others How likely are you to recommend our company to others.

Also ask what the customer liked and didn't like about the product, your service, and your company.

How Often Should You Conduct A Customer Satisfaction Survey The best answer is "often enough to get the most information, but not so often as to upset the customer". In real terms, the frequency with which you conduct a customer satisfaction survey depends on the frequency with which you interact with your customers. My state renews drivers licenses for five-year periods. It would be silly for them to ask me each year what I thought of my last renewal experience. Conversely, if I survey the commuters on my rapid transit system once a year, I will miss important changes in their attitudes that may be driven by seasonal events.

What to Do With Answers From A Customer Satisfaction Survey Regardless of how I ask my customers for their feedback, what I ask them in the customer satisfaction survey, and when I survey them, the most important part of the customer satisfaction survey is what I do with their answers. Yes, I need to compile the answers from different customers. I need to look for trends. I should look for differences by region and/or product. However, I most need to act on the information I get from my customers though the survey. I need to fix the things the customers have complained about. I need to investigate their suggestions. I need to improve my company and product in those areas the mean the most to
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the most of my customers. I need to not change those things that they like. Most importantly I need to give them feedback that their answers were appreciated and are being acted upon. That feedback can be individual responses to the customers if appropriate, or it can simply be fixing the things that they tell you need to be fixed.

CONSUMER SATISFACTION STEPS:

It's a well known fact that no business can exist without customers. In the business of Website design, it's important to work closely with your customers to make sure the site or system you create for them is as close to their requirements as you can manage. Because it's critical that you form a close working relationship with your client, customer service is of vital importance. What follows are a selection of tips that will make your clients feel valued, wanted and loved.

ENCOURAGE FACE-TO-FACE DEALINGS This is the most daunting and downright scary part of interacting with a customer. If you're not used to this sort of thing it can be a pretty nerve-wracking experience. Rest assured, though, it does get easier over time. It's important to meet your customers face to face at least once or even twice during the course of a project.

Respond To Messages Promptly & Keep Your Clients Informed This goes without saying really. We all know how annoying it is to wait days for a response to an email or phone call. It might not always be practical to deal with all customers' queries within the space of a few hours, but at least email or call them back and let them know you've received their message and you'll contact them about it as soon as possible. Even if you're not able to solve a problem right away, let the customer know you're working on it.

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Be Friendly and Approachable A fellow Site Pointer once told me that you can hear a smile through the phone. This is very true. It's very important to be friendly, courteous and to make your clients feel like you're their friend and you're there to help them out. There will be times when you want to beat your clients over the head repeatedly with a blunt object - it happens to all of us. It's vital that you keep a clear head, respond to your clients' wishes as best you can, and at all times remain polite and courteous.

Have a Clearly-Defined Customer Service Policy This may not be too important when you're just starting out, but a clearly defined customer service policy is going to save you a lot of time and effort in the long run. If a customer has a problem, what should they do? If the first option doesn't work, then what? Should they contact different people for billing and technical enquiries? If they're not satisfied with any aspect of your customer service, who should they tell? Attention to Detail Have you ever received a Happy Birthday email or card from a company you were a client of? Have you ever had a personalized sign-up confirmation email for a service that you could tell was typed from scratch? These little niceties can be time consuming and aren't always cost effective, but remember to do them. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out Sometimes this is easier said than done! However, achieving this supreme level of understanding with your clients will do wonders for your working relationship.

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Honor Your Promises It's possible this is the most important point in this article. The simple message: when you promise something, deliver. The most common example here is project delivery dates. Clients don't like to be disappointed. Sometimes, something may not get done, or you might miss a deadline through no fault of your own. Projects can be late, technology can fail and sub-contractors don't always deliver on time. In this case a quick apology and assurance it'll be ready ASAP wouldn't go amiss. Conclusion Customer service, like any aspect of business, is a practiced art that takes time and effort to master. All you need to do to achieve this is to stop and switch roles with the customer. What would you want from your business if you were the client? How would you want to be treated? Treat your customers like your friends and they'll always come back.

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Sampling plan:

Sampling unit o Survey done in the markets of Himmatnagar region.

Sample size o Survey done with 100 residents of the place.

Sampling Procedures

o Survey completed through one to one interaction with the people.

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DATA ANALYSIS AND FINDINGS FROM CONDUCTED SURVEY:

Gender analysis: Appearance Male Female Total Respondent 92 08 100

Gender Analysis
male female

8%

92%

INTERPRETATION:According to survey, take 92 male and 8 female.

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 Age Group analysis: Appearance Less then 20 20 to 30 30 to 40 40 Above Total Respondent 42 46 04 08 100

Age Group
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Less than 20 20 to 30 30 to 40 40 above 4% 8% 42% 46%

INTERPRETATION:According to survey, 42 respondent have less than 20 years, 46 respondent have 20 to 30 years, 4 respondent have 30 to 40 years, 8 respondent have 40 above years.

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 About occupation

Appearance Study Service Business Others Total

Respondent 78 04 16 02 100

Occupation
2% 16% 4% study service business others 78%

Generally most of the people are using floor tiles which are conducted under survey. So here I conduct the surveys which all are using the floor tiles. So all sample size people are using the floor tiles.

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Who has known about the Sonata tiles?

Appearance Yes No Total

Respondent 90 10 100

10%

yes No

90%

INTERPRETATION:According to survey, 90 respondent known about Regent Tiles and 10 respondent not aware about Regent Tiles.

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How did you come to know about Sonata tiles? Appearance Relatives Friends Newspaper Dealer Banner Others Total Respondent 10 00 20 00 70 00 100

100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Series1

INTERPRETATION:According to survey,10 respondent know from relatives, 20 respondent know from newspaper and remaining 70 respondent know from banner.

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Which product you purchase in Sonata tiles?

Appearance Wall Tiles Floor Tiles Total

Respondent 06 94 100

wall floor 94%

INTERPRETATION:According to survey, 6 respondent purchase wall tiles and 94 respondent purchase floor tiles.

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How much money do you spend on flooring for per sq. ft?

Appearance Less than Rs.30 per sq. ft. Rs. 30 Rs.50 per sq. ft. Rs. 50 Rs. 100 per sq. ft. More than Rs.100 per sq. ft. Total

Respondent 94 06 00 00 100

0% 6% less than Rs.30 per sq. ft Rs.30 Rs.50 per sq. ft Rs.50 Rs.100 per sq. ft More than Rs.100 per sq. ft

94%

INTERPRETATION:According to survey, 94 respondent spend less than Rs.30 per sq. Ft and 6s respondent spend Rs.30 to Rs.50 per sq. ft.

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Product switching reason

Appearance Quality Price Product Availability Other Total

Respondent 48 52 00 00 100

other

0%

product availibility

0% Series1

price

52%

quality

48%

0%

10%

20%

30%

40%

50%

60%

INTERPRETATION:According to survey, 48 respondent jump on other brand for better quality and 52 respondent jump on other brand for price.

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Are you satisfied with the quality of Sonata tiles ltd?

Appearance Yes No Total

Respondent 90 10 100

Quality
10%

yes No

90%

INTERPRETATION:According to survey, 90 respondent satisfied with the quality of Regent Tiles, while 10 respondent not satisfied with the quality of Regent Tiles.

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Are you satisfied with price of Sonata tiles?

Appearance Yes No Total

Respondent 90 10 100

Price
YES No

50%

50%

INTERPRETATION:According to survey, According to survey, 90 respondent satisfied with the price of Regent Tiles, while 10srespondent not satisfied with the price of Regent Tiles.

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Do you easily find out Sonata tiles in any retail shop?

Appearance Yes No Total

Respondent 90 10 100

10%

yes No

90%

INTERPRETATION:According to survey, 90 respondent easily find out Regent Tiles from retailers, while 10 respondent not easily find out from retailers.

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Are you getting proper response from Retailer?

Appearance Yes No Total

Respondent 90 10 100

Response
10%

yes No

90%

INTERPRETATION:According to survey, According to survey, 90 respondent satisfied with the response from retailer of Regent Tiles, while 10s respondent not satisfied with the response from retailer of Regent Tiles.

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Have you any suggestion for improvement of Sonata tiles?

Appearance Price Design Quality Availability OTHERS Total

Respondent 48 20 32 00 00 100

50% 40% 30% 20% 10% 0%

48%

32% 20%

price

0% design quality avalibilty

0%

others

Series1

INTERPRETATION:According to survey, 48 respondent give suggestion for decline price for improvement, while 20respondent give suggestion for improve design, while 32 respondent give suggestion for improving quality for Regent Tiles.

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LIMITATIONS

It depends customer willingness to give good and fair response then we can say concretely the result is good.

Results of this study and findings are applicable only for Bareilly city and near by areas. The results may be different of this study in another place.

One of the limitation of this study is that of time limitation due to which it is not possible to do the detailed study.

The sample size was taken only 100 it is difficult to say anything concretely.

Absence of professional researcher and team was another limitation of the study.

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CONCLUSION

As a part of studies, I visited SONATA CERAMICA PVT. LTD, which is situated at Gadhoda. It is manufactures floor tiles. The management of this company has excellent. During my practical studies I learn so many things in the organization.

In this company I learn that how effectively works and how to manage all things which are happening in the organization. And I also learn that how to attract the customer to purchase our product.

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BIBLIOGRAPHY BOOKS

T.Ramasamy; principles of management, Himalaya publishing house, 9th edtion, 2008.

B.S.Shah; principles of management, B.S. shah prakashan4th edition, 2005-06.

WEBSITES

www.sonata tiles.com www.ceramicindustry.com

NEWSPAPER Times of India Sandesh Gujarat smachar

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QUESTIONNAIRE FOR THE SURVEY OF CONSUMER SATISFACTION FOR THE PRODUCT OF SONATA TILES

1. Name

2. Address

3. Gender a). Male b). Female

4). Age Group

a). Less than 20 c). 30 to 40

b). 20 to 30 d). 40 above

5). Occupation

a). Study c). Business

b). Service d). Others

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6). Are you using floor tiles?

a). Yes

b). No

7). Do you know about Sonata tiles?

b). Yes

b). No

8). How did you come to know about Sonata tiles?

a). Relatives c). Newspaper e). Banner

b). Friends d). Dealer f). Others

9). Which product you purchase in Sonata tiles?

a). Wall tiles b). Floor tiles

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10). How much money do you spend on flooring for per square fits? a). less than Rs.30 per sq. ft b). Rs.30 Rs.50 per sq. ft c). Rs.50 Rs.100 per sq. ft d). More than Rs.100 per sq. ft

11). suppose you want to jump on other brand then what are the reasons for that?

a) Quality b) Price c) Product Availability d) Other

12). Are you satisfied with the quality of Sonata tiles ltd?

(a) Yes

(b). No

If No, reason

13). Are you satisfied with price of Sonata tiles?

a) Yes

b) No

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14). Do you easily find out Sonata tiles in any retail shop?

a). Yes

b). No

15). Are you getting proper response from Retailer?

a) Yes

b) No

16). Have you any suggestion for improvement of Sonata tiles?

a). Price c). Quality e). Others

b). Design d). Availability

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