A PROJECT REPORT ON

MARKETING & STRATEGIC PLANNING

BY CHETAN RAMTEKKAR Roll No.: 05 Batch No.:2009-11

Under the guidance of Prof.Mrs.Alkaa.N.Rane.Gaikwaad

IN PARTIAL FULFILLMENT OF POST GRADUATE PROGRAMME IN MANAGEMENT (PGPM)

SAI BALAJI EDUCATION SOCIETY, IIMSciences PUNE

DECLARATION

I, Mr. CHETAN RAMTEKKAR

hereby declare that this project report

is the record of authentic work carried out by me during the period from 1st JUNE 2010 to 15th JULY 2010 and has not been submitted to any other University or Institute for the award of any degree / diploma etc.

Name of the student- CHETAN RAMTEKKAR SignatureDate-

Company certificate

College certificate

ACKNOWLEDGEMENT
I am privileged that we have successfully completed my training with the highly acclaimed organization- Marketing & Strategic planning . I express my gratitude to founder president of Sai Balaji Education Society Mr. Manish R.Mundada, my project report guide and our respectful Mrs.Alkaa.N.Rane Gaikwaad .and our Dean Pro. Vilas.G.Navle. Pro.

First of all I acknowledge our sincere gratitude and indebtedness to Mr Ashish Nimkar (AGM MEPL) for giving us invaluable opportunity to make this project report on and there after providing me constant guidance. I would be thankful to Sancheti SIR for his constant help, guidance and encouragement during this project, which has been a great learning experience. I also want acknowledge how much I have learn from working with my colleagues who provide me with the time support and inspiration needed to prepare this project. Last but not the least; Researcher would also like to express his sincere thanks to other colleagues and trainees at Maharashtra Enviro Power ltd. Who provided me with the necessary congenial atmosphere for the timely completion of his project and for the encouragement and support throughout the course of training.

CHETAN RAMTEKKAR

09-11/05

PREFACE

I wants to express my experience and practical knowledge that I gained during the summer training at MEPL. It was my first experience when I went to the market not to buy any thing but to do the survey and to promote the company in the market. The basic need of survey is to ensure about the policies and the strategies in the market. On first day I was nervous, but because of the good image of the MEPL in the market the people attended us positively. Many people came themselves to us for knowing the details about the product. For accomplishment of the project report I daily think about the conditions and views and then I used to compose the whole thing on computer. In making the project report theoretical knowledge was needed more than the practical which was given to us by my professors in our institutes. In the market the experience relating to the practical knowledge was very good which realized us about the real conditions of the marketing. The project flows logically consisting of market research, data collection method and questionnaire. It hoped that the findings and the suggestions will help the company, confidently to formulate its strategy in comparison to its competitors. I have enjoyed our summer training at MEPL and have learnt lots of new things, which will be helpful to us during our work in any organization. We thank MEPL for giving this opportunity at their office and being good to us all the time.

CONTENTS
S.No Particulars Page no.

1. 2. 3. 4. 5. 6. 7. 8. 9.

Company Profile Mission & Vision Value Objectives Executive Summary Introduction Major Projects Plasma Gasification Research Methodology Data Analysis Limitation Welfare Activities Customer Satisfaction Index

9-13 13 14 15 16 17 18-19 21-25 26-28 29 37-44 45-47 45-46

10. 11.

Conclusion Bibilography

41-42 43-44

Company Profile(introduction)
The Management
The company is managed by experienced and dynamic persons having vast knowledge in the field of infrastructure and mining.

Founder
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Shri Shantikumar M. Sancheti. A Science Graduate, he has personally started business of contractorship in year 1967. Gradually by obtaining the works of Construction of Tanks, Dams, Canals in Irrigation Department, he has expanded the field of working in Roads, Buildings, Bridges, Cooling Towers and various works in M.S.E.B. like Ash Bund, Pipe Lines, Cooling Towers, Earth Works, etc. Primarily he has decided not to compromise with and always insisted for quality of work and that too within permitted time limit. Chairman - Shri. Abhay Harakchand Sancheti Aged 51 years, a Graduate Engineer with Diploma in Business Management and having over 29 years experience is the Chairman of the Company. He has vast experience in Construction of Ash Bunds, Land Development, Tunnels, Coal Handling Plants and all types of Civil & Structural Works in addition to Techno - Commercial Management of turnkey and BOT Projects. Besides being a man of calm & deep thinking his vision and foresight enables him to take correct decisions about the project he handles.

Chairmans Message:The corporate landscape is undergoing several sweeping changes

and Indian companies across sectors have begun to pursue growth both within the country as well as overseas. Today, as India competes in an increasingly globalized economy, the Godrej Group is ready to play a major role in the Indian growth story.
.

SMSL Group of Companies

Infrastructure Construction and Management SMS Infrastructure Ltd. SMS Infrastructure and Developers Ltd. 3

Mining Veet Rag Homes Pvt. Ltd. SMS Mine Developers Pvt. Ltd. Pt. SMS Minerals International, Indonesia. SMS Infrastructure Pte Ltd, Singapore. Bhatgaon Mines Pvt. Ltd. Bhatgaon Extension Mines Pvt. Ltd. Real Estate San Commercials Private Limited MPA Infrastructure Private Limited BSS Associates Gorakshan Land Development Private Limited Waste Management Butibori CETP Pvt. Ltd Vidharbha Enviro Protection Limited Maharashtra Enviro Power Limited SMS Envoclean Private Limited SMS Waluj CETP P. Ltd. SMS Vidhyut P. Ltd. SMS Water Grace BMW Private Limited SMS Envocare Limited SMS Envoprotect Private Limited Multilevel Car Parking SMS Parking Solutions Private Limited Toll Management SMS Shivnath Infrastructure P Ltd. Valencia Constructions P Ltd. Patwardhan Infrastructure P Ltd. RCCL Infrastructure Ltd. SMS Tolls and Developers Ltd. Hospitality Fountain Sizzlers and Bistro a unit of Veet Rag Developers Pvt. Ltd Manufacturing and Trading Rishik Motors Private Limited Sanbro Spares Private Limited 1

Finance and Consultancy San Finance Corporation Our JV Partners Khare and Tarkunde Infrastructure Pvt. Ltd. Solar Industries Ltd. D Thakkar Constructions Pvt. Ltd. S N Thakkar Constructions Pvt. Ltd Bholasingh Jaiprakash Construction Pvt. Ltd. Shreenath Enterprises Ltd.

MISSION & VISION

Vision:-

" To Create 'National Prominence' and 'International Presence' in Environmental Infrastructure Projects & to Enrich the Nature for Better Tomorrow"

Mission:" To exceed the expectations of all"

- Stakeholders - Government - Customers - Employees - Shareholders - Lenders - Suppliers - Society

VALUES

Commitment to Quality Customer Orientation Dedication & Commitment Discipline Honesty & Integrity Learning Organisation Openness & Transparency
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Respect/Care & Concern for People Teamwork Trust

OBJECTIVES

To provide specialized services & solutions to diversified Environmental Issues. To develop Common Solid as well as liquid waste management & disposal sites on BOO, BOOT & EPC basis. To assist entrepreneurs in getting all legal & Environmental clearances right from establishment to commissioning. To train industry for effective management of Effluent & Hazardous Waste. To provide Analytical services to the Industries. To improve the efficiency of the existing ETP by doing performance audit. To train industries on 3R (Reduce, Recycle & Reuse) concept.

company believes in adopting the best eco-friendly technology available world over for the scientific disposal of wastes. Hence in 2005-06 the company signed an agreement with Westinghouse Corporation US (Now Alter NRG Corporation Canada) for destruction of Incinerable Hazardous Waste by Plasma Gasification vitrification Technology. This state of the art Technology is being used at the two TSDF Sites of the company.

Looking at the need of the hour SMS Envocare has started various other Environmental Service that will help the Entrepreneurs in making this globe clean, Green & Ecofriendly.

Executive summary
This project is to bring establishment of guidelines that may be followed for defining the marketing strategic planning and customer satisfaction index base to the marketers advantage based on the work experience of MAHARASHTRA ENVIRO POWER LTD and the study conducted there. The study reveals that organization are emerging as a recommended marketing plan and customer satisfaction , it suggests that how MAHARASHTRA ENVIRO POWER LTD does their marketing plan, what are their strategies. how much they are able to satisfy their customer. It also shows the relative importance of a right planning, right strategy and good relationship towards the customer that are significant. It also recommends the extension of the customers convenience to a level where it enables a marketer to develop it as a strategy.

Introduction Meaning and definition

Marketing strategy is a process that can allow an organization to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage. A marketing strategy should be centered around the key concept that customer satisfaction is the main goal. Marketing strategy is a method of focusing an organization's energies and resources on a course of action which can lead to increased sales and dominance of a targeted market niche. A marketing strategy combines product development, promotion, distribution, pricing, relationship management and other elements; identifies the firm's marketing goals, and explains how they will be achieved, ideally within a stated timeframe. Marketing strategy determines the choice of target market segments, positioning, marketing mix, and allocation of resources. It is most effective when it is an integral component of overall firm strategy, defining how the organization will successfully engage customers, prospects, and competitors in the market arena. Corporate strategies, corporate missions, and corporate goals. As the customer 3

constitutes the source of a company's revenue, marketing strategy is closely linked with sales. A key component of marketing strategy is often to keep marketing in line with a company's overarching mission statement.

Major Environmental projects of the company:

Two state of the art Common Hazardous Waste Treatment, Storage, Disposal Facilities at Ranjangaon, near Pune & Butibori near Nagpur. Three Common Effluent Treatment Plants at Butibori, near Nagpur, Kagal near Kolhapur & Waluj near Aurangabad. Four Common Bio-Medical Waste Treatment & Disposal Facilities at Delhi , Mumbai , Aurangabad & Nasik. MS ENVOCARE LTD. is a Group Company of SMS Infrastructure Ltd.(SMSIL), Nagpur engaged in providing Environmental Consultancy Services in the field of Industrial Pollution hazards. The company also has the expertise of providing total solutions for scientific treatment & disposal of various types of waste solid as well as liquid by the latest eco-friendly technologies. SMS ENVOCARE LTD has dedicated team of professionals having large experience and expertise in environmental sector. 2

Maharashtra Enviro Power Limited is a SPV promoted by SMSIL. with a target to BUILD, OWN, OPERATE & TRANSFER a Common Hazardous Waste Treatment, Storage and Disposal Facility (CHWTSDF) at Ranjangaon, Pune. A common hazardous Waste Treatment Storage and Disposal Facility. Maharashtra Enviro Power Limited is a SPV promoted by SMSIL. with a target to BUILD, OWN, OPERATE & TRANSFER a Common Hazardous Waste Treatment, Storage and Disposal Facility (CHWTSDF) at Ranjangaon, Pune.

Demand of the Project

The hazardous waste (management & handling) rules, 1989 and the amendments there after restrict the industries from dumping their solid waste indiscriminately. At the same time these permit the industries to dispose off their wastes in safe & secured manner. It has been made mandatory by the government to dispose off hazardous waste in systematic and scientific disposal way and State pollution control boards have been asked to ensure compliance. For systematic & scientific disposal of solid waste, a common facility can be constructed where care is taken to avoid negative effects on the environment.

What is Hazardous waste?

A waste is a hazardous waste if it exhibits, any of the characteristics identified below: Corrosivity (C) pH less than 2 or greater than 12.5 Reactivity (R) Reactive in nature with water and forms toxic gases e.g. picric acid, Ignitability (I) Flashpoint less than 60 C Toxicity Characteristic(T) 2

 Heavy Metals, Solvents Pesticides and Herbicides

Why Hazardous waste Management?

Heavy Metals and Persistent Organic Pollutants from Hazardous Waste affects seriously to Human Health. Carcinogenic Impact on Environment due to persistency of Heavy metals enter in Ground water by leaching up through Ground and implicated adverse effect on human health from Cancer to Birth defects. Open & Illegal Incineration causes Emissions of Tons of Sox, NOx and SPM which causes serious damages in Human Body after direct or Indirect Exposure. Some of the waste having heavy Metals with Irradiation quality affects the genetic system after a term exposure.

Major Instances
Orgno Mercury leakage in MINAMATI in Japan Bhopal gas Disaster Shri Ram Oleum gas Leak

What is Plasma?
Plasma is often referred as to the Forth State of Matter. It is formed by passing an electrical discharge through a gas . plasma torches are capable of producing temperatures nearly as hot as the suns surface .

Plasma Gasification

Gasification occurs when carbon containing feed stocks are exposed to extremely high temperatures(over 5000 C) in the presence of controlled supply of air to generate a wide variety of high value energy outputs. It creates hydrogen and carbon monoxide which is an energy rich gas stream. Gasification is not incineration. The gasification process is environment friendly. The gases emissions meet stringent CPCB norms and/ or practically free of dioxins and furans. Inorganic salts contain in the waste material are converted into vitrified slag which is non hazardous and can be gainfully used for various purposes like paver blocks, bricks, road making etc. 3

The energy rich syn gas is combusted and heat is recovered in waste heat recovery boiler to produce high pressure steam which is fed to turbine for generating electrical power.

Secured Landfill

We have Secured landfill which meets criteria for hazardous waste landfill as per CPCB guidelines. The location and design of the landfill have been approved by competent authorities. Systematic operation of landfill ensures that environment around is not adversely affected. Monitoring of environment with respect to air, soil and ground water is regularly done to ensure compliances as per prescribe norms. During the monsoon period filled up waste in the secured landfill is covered by HDPE film to protect contamination of ground water. SLF will be suitably covered as prescribed once it is filled up with waste.

Few types hazardous waste has characteristics leading to leaching of toxic contents like metals etc. these wastes have to be properly treated with specific chemicals and binders to prevent leaching of undesirable materials our TSDF designed and installed an automatic and mechanically operated system for stabilization process, where by toxic materials are immobilized by binding with cement, fly ash, bentonite, hydrated lime and other specialized chemicals to achieve waste having characteristics which can be safely land filled.

Transportation

An important activity in Hazardous Waste Management is the physical movement of hazardous waste from generating point to treatment, storage and disposal facilities (TSDF), achieved through transportation. In view of toxic, flammable, explosive or corrosive characteristics of hazardous waste the transportation is planned so as not to cause danger to health or environment, whether alone or when in contact of other waste or substances during transportation. Logistics department is dedicated to efficient, cost effective and safe transportation of waste providing best customer services as per the Hazardous waste packaging, labeling & transportation guidelines. We have strong logistics fleet comprising Pickup, Trucks, Tippers, Hook loaders for carrying specialized containers(Open & closed) , tankers and also Crane mounted trucks for carrying loaded or filled up containers from industry while doing so empty containers are replaced for continuous use. The drivers are trained for handling waste safely and meets statutory or regulatory requirements . all the vehicles are authorized by MPCB as per rules. All the vehicles and containers are continuously maintained and washed after use.

Weigh Bridge

Our CHWTSDF has weighbridge of capacity 60 Metric Tons with an accuracy of 10 Kg. a weighbridge is regularly inspected and approved by Standards of Weight & Measurements Department, Govt. of Maharashtra.

Scientific Storage

Our TSDF has proper storage facility having a capacity to store around 6,000 MT of incinerable hazardous waste. Storage facility meets requirements of CPCB guidelines for storage of Incinerable hazardous waste. Storage facility has proper flooring to avoid contamination of soil and land around the storage facility, proper leachate collection drains. The storage area has proper fire protection systems by way of requisite smoke detectors with alarm system, Water sprinkler system and availability of fire hydrant system around storage area apart from various types of fire extinguishers . Emergency exit is provided for emergency. Area is properly ventilated by turbo ventilators and natural ventilation for comfortable working environment for persons working 24X7.

Fire & Safety backup

The Fire and safety norms are maintained as per MIDC and Factory Rules. The Sand Buckets , Fire extinguishers, fire hydrant systems are provided all around the facility. Availability of fire tenders is ensured as our site is across MIDC fire Station. We have continuous training program for all the employees and mock drills are regularly practiced. The organization has developed systems and maintain proper discipline among the employees to follow directions of emergency action plan which minimizes the risk to plant and machinery, employees and society. We are availing services of expert fire and safety consultant by regular visits and also carry out safety audits as per compliance requirements.

Laboratory

CHWTSDF Ranjangaon has a modern well equipped laboratory having facilities of basic VAT analysis and sophisticated instrument analysis using instruments like Atomic Absorption Spectrophotometers, TOC analyzer, GC-MS, Sophisticated high efficiency Bomb calorimeter. Our lab is equipped to carry out analysis of all the parameters as required by Hazardous waste rules. The laboratory has well trained and highly experienced staff for carrying out all types of analysis required by CHWTSDF and also has capability to cater to environmental services.

Solidification/Stabilization

Few types hazardous waste has characteristics leading to leaching of toxic contents like metals etc. these wastes have to be properly treated with specific chemicals and binders to prevent leaching of undesirable materials our TSDF designed and installed an automatic and mechanically operated system for stabilization process, where by toxic materials are immobilized by binding with cement, fly ash, bentonite, hydrated lime and other specialized chemicals to achieve waste having characteristics which can be safely land filled.

Type of Research Design: Descriptive The research design involves descriptive style. Descriptive research studies are those research studies which are concerned with describing the characteristics of a particular individual or of a group. Most of the social research are comes under this category. Descriptive research design is quite prevalent in the field of marketing. It is used when the purpose of research is: 1) To make prediction of the market and consumer behavior. 2) To describe characteristics of certain group. In our project our research objective was to know consumer preference towards MAHARASHTRA ENVIRO POWER LTDs Product so we applied descriptive research design. Sampling techniques: Convenience sampling A method in which samples are drawn at the convenience of the researcher or interviewer, often as the study is being conducted. The assumptions underlying this method are that the defined target population is homogeneous and the individuals

interviewed are similar to the overall target population with regard to the characteristics being studied. Also we have less time to complete the project so we applied convenience sampling method on 25respondents.

Research Instrument: Through a medium of Questionnaires. Information need: Satisfaction level of MAHARASHTRA ENVIRO POWER LTDs customers.

Data collection from primary sources The project required gauging the satisfaction level of nearly 200 customers who are directly involved with MAHARASHTRA ENVIRO POWER LTD for the procurement of secondary products and by products produced by the plant in the process of generation of the primary products. For conducting the survey we selected a list of 25 customers as per our convenience with a good mix of customers of secondary as well as by-products so as to reflect the sentiments of the whole sample frame as closely as possible. The

sample of 25 local customers in the nagpur region consisted of 15 secondary product based customers and 10 by-products based customers. DATA ANALYSIS The following data analysis done by Hypothesis test

DATA

Quality Physical Facilities Speed of Delivery Price as compared to competitors Ease of contacting the authorized person

43.88 44.44 45.44 46.28 44.64

Clarity of Information Response to queries/enquiries Helpfullness of staff

44.96 45.60 44.56

E-auction

45.68

X 44 45 46 47 45 45 46 45 46

deviation(x- x) 1.44 .44 .56 1.56 .44 .44 .56 .44 .56 (x- x ) 2 Sample standard deviation(s) =(x-x)2(n-1) Here, s = 6.2224(9-1) =.8819 null hypothesis: 0:H0 = Customers are satisfied AlterNet hypothesis: 1:H1 Customers are not satisfied

X 45.44 45.44 45.44 45.44 45.44 45.44 45.44 45.44 45.44

(x- x)2 2.0736 0.1936 0.3136 2.4336 0.1936 0.1936 0.3136 0.1936 0.3136 =6.2224

Since ,it is to be consider two type of condition therefore it is two tailed taste . The test statistic t for a small sample when is unknown but n30 Then t=x-s/n x=45.44 s=.8819 n=25 =45.75(assumed) df= n-1 or, df= 25-1=24 t=45.44-45.75.8819/5=1.75

At .05 significance level value of t=2.064 Calculated value of t=1.75 which is < from the table value of t=2.064 So, Our Null hypothesis is accepted. . . . The customers of secondary and By-products are Satisfied.

RESEARCH METHODOLOGY:
Research methodology is considered as the nerve of the project. Without a proper well-organized research plan, it is impossible to complete the project and reach to any conclusion. The project was based on the survey plan. The main objective of survey was to collect appropriate data, which work as a base for drawing conclusion and getting result.

Therefore, research methodology is the way to systematically solve the research problem. Research methodology not only talks of the methods but also logic behind the methods used in the context of a research study and it explains why a particular method has been used in the preference of the other methods Research design: Research design is important primarily because of the increased complexity in the market as well as marketing approaches available to the researchers. In fact, it is the key to the evolution of successful marketing strategies and programmers. It is an important tool to study buyers behaviour, consumption pattern, brand loyalty, and focus market changes. A research design specifies the methods and procedures for conducting a particular study. According to Kerlinger, Research Design is a plan, conceptual structure, and strategy of investigation conceived as to obtain answers to research questions and to control variance. A type of research is: Descriptive Research The type of research adopted for study is descriptive. Descriptive studies are undertaken in many circumstances when the researches is interested to know the characteristic of certain group such as age, sex, education level, occupation or income. A descriptive study may be necessary in cases when a researcher is interested in knowing the proportion of people in a given population who have in particular manner, making projections of a certain thing, or determining the relationship between two or more variables. The objective of such study is to answer the who, what, when, where and how of the subject under investigation. There is a general feeling that descriptive studies are factual and very simple. This
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is not necessarily true. Descriptive study can be complex, demanding a high degree of scientific skill on part of the researcher. Descriptive studies are well structured. An exploratory study needs to be flexible in its approach, but a descriptive study in contrast tends to be rigid and its approach cannot be changed every now and then. It is therefore necessary, the researcher give sufficient thought to framing research. Questions and deciding the types of data to be collected and the procedure to be used in this purpose. Descriptive studies can be divided into two broad categories: Cross Sectional and Longitudinal Sectional. A cross sectional study is concerned with a sample of elements from a given population. Thus, it may deal with household, dealers, retail stores, or other entities. Data on a number of characteristics from sample elements are collected and analyzed. Cross sectional studies are of two types: Field study and Survey. Although the distinction between them is not clear- cut, there are some practical differences, which need different techniques and skills. Field studies are ex-post-factor scientific inquiries that aim at finding the relations and interrelations among variables in a real setting. Such studies are done in live situations like communities, schools, factories, and organizations. Another type of cross sectional study is survey result, which has been taken by me. A major strength of survey research is its wide scope. Detail information can be obtained from a sample of large population .Besides; it is economical as more information can be collected per unit of cost. In addition, it is obvious that a sample survey needs less time than a census inquiry. Descriptive research includes survey and fact finding enquiries of different kinds of the major purpose. Descriptive research is description of the state of affairs, as it exists at present. The
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main characteristic of this method is that the researcher has no control over the variables; he can only report what has happened or what is happening. The methods of research utilized in descriptive research are survey methods of all kinds including comparative and co relational methods. The reason for using such needs to be flexile in its approach, but a descriptive study in contrast tends to be rigid and its approach cannot be changed ever now and then. Data collection methods: After the research problem, we have to identify and select which type of data is to research. At this stage; we have to organize a field survey to collect the data. One of the important tools for conducting market research is the availability of necessary and useful data.
Primary data: For primary data collection, we have to plan the following

four important aspects. Sampling Research Instrument

Secondary Data - The Companys profile, journals and various literature

studies are important sources of secondary data. Data analysis and interpretation 1. Questionnaires 2. Pie chart and Bar chart

Questionnaires:
This is the most popular tool for the data collection. A questionnaire contains question that the researcher wishes to ask his respondents which is always guided by the objective of the survey. Pie chart: This is very useful diagram to represent data, which are divided into a number of categories. This diagram consists of a circle of divided into a number of sectors, which are proportional to the values they represent. The total value is represented by the full create. The diagram bar chart can make comparison among the various components or between a part and a whole of data. Bar chart: This is another way of representing data graphically. As the name implies, it consist of a number of whispered bar, which originate from a common base line and are equal widths. The lengths of the bards are proportional to the value they represent. Preparation of report: The report was based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the report itself. Preparation of report: The report was based on the analysis and presented with the findings and suggestions. The sample of the questionnaires is attached with the report itself.
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Sampling Methodology: Details of the sampling methodology, I have made made for the Customer. No. of questions in questionnaires for customer: 05 questionnaire. The one is

LIMITATION
Every study has certain limitations. In my study, also there were certain limitations, which I could not able to solve. 1. The research was conducted in a very small area. 2. My research work period witness the biggest ups and downs in product sale of different brands, which affected the perception of the customer. This was biggest drawback of my study. 3. Time factor was also important for me. I had only 60 days to complete my research, for which a full-fledged report was insufficient for me. 4. The customer filled the questionnaire mostly in careless manner, so it was difficult to make them hold for time. 5. I had only found the upper-middle class family to fill up the questionnaire, but generally, an average middle class family was required for the study.
6.

The sample size is also very small which represent my research on consumer behaviour.

7. The most of the respondents were from a local population, thus the research may not quite effective to yield comprehensive results.

8. Limited number of respondents has been chosen due to time constraint and this could affect the accuracy of result to certain extent.

Welfare Activities
Monotones official work reduces the efficiency of the employee. We at MEPL believe in staff welfare activities to improve and motivate the staff by conducting: Annual Medical Checkup of Employees Lunch facility for all Employees Housing to staff with basic amenities (canteen, common room,T.V. etc.) Facility for Sports, eg. Table Tennis, Volley Ball etc. Re creational activities like Periodic visit of city & Historical Places

Skill Improvement
MEPL believes in developing the standards of working of their employees by conducting various training programs in house and also sending their employees to various seminars and conferences Training for Quality and environmental management systems. Training on First Aid, Fire & Safety. MPCB Officers Visit and Guidance. Analytical Instrumentation Training provided to Lab staff.

Best Practices Adopted

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Proper documentation adds values for the growth of organization. MEPL has adopted best practices for preservation, availability of all important documents. MEPL has got the unique bin card system for receipt, storage & location of all materials.

Valuable Machineries are secured in organized temporary stores

CUSTOMER SATISFACTION INDEX (i)Introduction

Customers are the king of Business, the key factor of a successful business is to maintain good relation with customer and always try to satisfy them. Every successful organisation should keep the information about customer demand, how much they are satisfied with the quality of their product, service, customer expectation etc. A five-step process can be used to make these longer-term improvements.

Step 1: Spot the gap

Look at the customer satisfaction data to see where there are low absolute scores and low scores relative to the competition Pay particular attention to those issues that are important to customers Assume the scores are correct unless there is irrefutable evidence to the contrary and remember, perceptions are reality

Step 2: Challenge and redefine the segmentation How do satisfaction scores vary across different types of customer? Are segments correctly defined in the light of the customer satisfaction findings? How could a change in segmentation direct the offer more effectively and so achieve higher levels of satisfaction? Are customer satisfaction scores low because the customer value proposition (CVP) is not being communicated effectively to the market? 3

Step 3: Challenge and redefine the customer value propositions

Are customer satisfaction scores low because the CVP is not being effectively implemented? Is the CVP right for the segment? How could a change in CVP achieve a higher customer satisfaction index (CSI)? Describe the problem Think through the issues that need to be addressed and list them out Identify the root cause of the problems Identify any barriers that could stop the improvement taking place Set measurable targets Allocated resources (usually money and people) Assign people and time scales to the tasks Measure and review progress How has the customer satisfaction index (CSI) moved? Is the movement significant/real? Has the action recommended in the plan, taken place? Has it been enough? Has it had enough time to work? Revisit the steps spot the gap, challenge the segmentation and CVP, more action The primary products customers are well satisfied. So I am going to do research on secondary products and by-products customers.

Step 4: Create an action plan

Step 5: Measure and review

Objective of the Study

The project mainly concentrates on the evaluation of the overall customer satisfaction level with the services provided by MAHARASHTRA ENVIRO POWER LTD to its secondary and by-products customers.

The project report also aims at analyzing the existing gaps in the services provided by the plant to its customers on the basis of judging the satisfaction and importance level or say expectation level of the customer with that parameter of the service quality. 1

On the basis of service quality model and the IP map the project aims at finding out the parameters which need to be concentrated on by the management in order to improve the satisfaction level of the customers with the overall services provided by the plant

CONCLUSION
At the time of survey it was found that some of the Religious & Residential places owners using these home appliances and some are not. All the religious & residential places owners who are using any type of home appliances they all are really appreciate the GODREJ home appliances product and implemented in their places. I felt so wonderful to see the brand loyalty of the customer towards the product of GODREJ SECURE. We found most of the customers who purchase this home appliances were highly satisfied with the performance of the product as well as services which are providing by the company. We found only few complaints regarding GODREJ SECURE because the company is careful about their commitment; we also found that the company got tremendous response from the customer side. The sale of Security Equipment was so much high as compare ordinary days.

The project has been successfully completed and it is helped us to understand the mindset of the respondents and the ways that an organization should follow to always retain their customers. This project can help the organization to get clear insight about the customer taste and preferences. Thus helping the organization to exist successfully in the business environment.

BIBLIOGRAPHY

BOOKS:Philip Kotller & Keller C.R.Kothari

WEBSITES:www.smsl.co.in www.google.com
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