1. A
PROJECT REPPORT
ON
MARkETiNg REsEARCh ANd CusTOMER sATisfACTiON
CERATiZiT iNdiA PVT. LTd. kOLkATA
A Project Report submitted in partial fulfilment of the requirements
For the award of the degree of
MAsTER Of BusiNEss AdMiNsTRATiON
Collaboration program with
DCRUST University
BY
suNiL kuMAR
1

2. sTudENT ’ s dECLARATiON
I declare that the project titled “MARKETING RESEARCH” is an
original project done by me and no part of the project is taken from any
other project or materials published or otherwise or submitted earlier to any
other college or university.
SUNIL KUMAR
2

3. ACkNOWLEdgEMENTs
I extend my special gratitude to our beloved vice president Sri. ANIL
KUMAR, Our Dean for inspiring me to take up this project.
I wish to acknowledge my sincere gratitude and indebtedness to my project
guide prof. of ROYAL INSTITUTE OF MANAGEMENT AND
TECHNOLOGY, Sonepat for his valuable guidance and constructive
suggestions in the preparation of project report.
I extend my gratitude to CERATIZIT INDIA PVT. LTD. and the (SALES
CO-ORDINATOR) Ms. Sonia Sen, and all my colleagues, friends for their
encouragement, support, guidance and assistance for undergoing industrial
training and for preparing the project report.
suNiL kuMAR
3

4. Executive Summary
The objective of the project was to do Market Research and customer
Satisfaction for CERATIZIT (I) PVT. LTD. Hard material for that we have to
understand the customer needs, constraints, response and emotions
so that they can contribute their time for becoming Life advisors for the
company. The objective of this study was to analyze consumer satisfaction
of mechanical splicing in Kolkata city with respect to the performance, sales
effort and sales service.
As the company was old and it was yet to be marketed to a large number of
customers, it was essential to know the feedback of customers in order to
formulate effective marketing and sales strategies in future and improve the
quality of service to achieve better consumer satisfaction.
The site visits and companing made us possible to measure the satisfaction
of consumer by identifying the attributes, which gave consumer-varying
degrees of satisfaction.
Questionnaire based on company format some attributes like requirement of
customer and sales services offered by company were identified as critical
(motivational) factors for providing satisfaction to consumers, while other
factors like excisable deposit center, delivery was time to time
and also intimation regaining before the delivery of product. But
absence of such hygienic factors definitely results in a dissatisfied consumer.
These hygienic factors could result in selling but their absence can certainly
unseal the product offering.
4

5. For this a questionnaire was prepared which gave a vague idea about the
Dealer who were really interested and wanted to know about various new
opportunities in the industry sector. Go through questionnaire in different
different area and customer in the Kolkata city. The study was undertaken for
Kolkata region during two months. The researchers were given first 15 days
for
collection of data and scanning the data. The questionnaire contains various
aspects like there. Address, to know the product quality of ceratizit, delivery
on time, technical fault and better relationship with ceratizit in future.
The second part of the study that consists of 40 days contains scanning the
questionnaire and taking appointments. After that usually meeting the
persons and tell them about the company.
Most important part is analyzing the information
5

6. TABLE Of CONTENTs
Sl. no. Chapter name Page no
1 Acknowledgements 3
Exicutive summary 4-5
Introduction 7
2 Profile of the organization 6
Origin of growth 7
Growth & present status of the organization 8
Future plans of the organization 9
Organizational hierarchy 10
Product and service of the organization 20-38
SWOT Analysis 42-43
3 Discussions on training 40
Student’s work profile 41
Description of live experience 42
Contribution to the organization 43
4
Study of research problem 44
Statement of problem 45
Objective & scope of study 46
Research design and methodology 47
Analysis of study 48
Summary of findings 49
5
Summary and conclusions 50
Summary of learning experience 51
Conclusions and recommendations 49
Annexure 50-52
Bibliography 53
6

7. INTRODUCTION OF THE TOPIC
The purpose of this training was to have practical experience of working
within the organization, in the filed of marketing and to have exposure to the
important management practices in field of marketing.
While writing this report the language has been keep simple and the entire
discussion has been logical and has coherent outlines. The main motto of the
project work was Market Research and customer Satisfaction of
CERATIZIT INDIA PVT. LTD. ,KOLKATA. It includes through market
Research in various plans of Kotak Mahindra Life Insurance. And in detail
consumer
(Satisfaction) responses analysis, by surveying number of consumers.
The project report is divided into two parts, first part consists market
research for finding out best sold plan of Kotak Mahindra Life Insurance,
And second consist survey report of various consumers about there
responses about satisfaction towards Kotak Mahindra Life Insurance
Company.
7

8. SCOPE OF STUDIES
8

9. Need for measuring customer satisfaction.
Customers are too good to lose
---------- Lets keep them happy!
“Customer is the king”.
In the era of cutthroat competition and economic recession, above
axiom has more importance than ever before.
“Marketing starts with the customer and ends the customer” .
Peter
Drucker.
So no organization, small or big ignores the customers.
“Earth is not the center of universe but revolves around the Sun” .
-Copernicus
.
Similarly, we have come to believe that business firm is not the center
of
economic universe but revolves around the customer.
“Build customer and not only products”.
9

10. Building customers is not a single step exercise but a process ------.
OBJECTIVE OF THE STUDY:
1) To determine the present position and satisfaction of customer in
Kotak
Mahindra Life Insurance.
The main objective of the project was to analyze consumer satisfaction
of
Kotak Mahindra Life Insurance with other services in Pune. And also
present position of the company.
2) To determine the market share of different brands.
The second objective of the project was to determine the market share of
different brands available in the market. There was a tough competition
for
the brand in the market. Therefore to get establish, company had to make
its
competitors analysis and need to determine where do they stand.
10

11. 3) Responses of customer
Responses from them were collected through survey and for the
questionnaire were prepared for both of them.
4) Benefits derived by assessing consumer satisfaction are:
- Feedback to organization regarding product.
- Understanding customer s requirements.
- Providing superior service to customer.
- Strengthen the relationship with customers.
- Formulating sales strategies.
5) Identify pros and cons of the brand.
This was a fundamental objective of the whole research. Company wants
to
identify that where does the brand lack. In other words, what are the
brands
so that it can rectify them in order to establish the brand in the market.
6) Suggestions and recommendations.
The objective of the research was not only to find out the problem but
also
the identification of solutions or suggestions of the problems
11

12. gENERAL iNTROduCTiON
I extremely happy to join internship under the famous company
CERATIZIT (INDIA) PVT.LTD, Kolkata which is one of the hard material
tools company in worldwide.
I have visited the different markets of Kolkata and many of them have
appreciated with thanks and have encouraged me to go ahead with courage
12

13. and honesty. I shall be ever grateful to the respectable staff of this company. I
whole heartily wish the prosperity of the company as well as by famous
institution where I have been studying now.
13

14. PROfiLE Of ThE
ORgANisATiON
14

15. ORigiN Of ThE ORgANisATiON
"Maintain our global leadership in high quality installation systems for
hard material tools ."
The kolkata based Siel TIZIT limited, a Joint venture between PLANSEE
TIZIT of Austria and Siddharth Shriram group is now known as CERATIZIT India
pvt. Ltd. . CERATIZIT is the world leader in wear part products.
Currently, the company has been concentrating on cutting tools only through its
manufacturing facility that has been created to churn out three million inserts per
year. Beginning this fiscal, the company would focus on steel industry for carbide
rolls and carbide rods which are used to make drills.
CERTATIZIT India has a host of customers in almost all industrial segments. From
the automobile segments, from which it gets over 50 percent of sales, coming from
Ashok Leyland, Tata Engineering, Mahindra & Mahindra, Hyundai Motors, Tata
Cummins, Maruti, Hindustan Motors, etc. Other important customers are ordnance
factories and railways.
The company is ISO 9001 certified and has a modern manufacturing facility.
CERATIZIT is one of the world’s top five producers of hard materials. It is a global
company spanning over 50 countries with its sales and service support. Their headquarters
are in Luxembourg and its main plants are located in Luxembourg and Austria. It has 13
15

16. manufacturing facilities in different countries including one in Kolkata, India, which is
known as CERATIZIT India Pvt. Ltd.
CERATIZIT India is ISO 9001 – 2008 and OHSAS 18001-2007 certified. It has a modern
State-of-the-art manufacturing facility, which in terms of technology is at par with
CERATIZIT Europe. It has in-house facilities for powder processing, sintering and CVD
coating. In fact, CERATIZIT India is one of the very few companies in India, which is
completely equipped to manufacture coated inserts from raw powder. The plant has a
capacity to produce more than four million inserts per year.
CERATIZIT India's mission is to be the tooling specialist for the priority industrial
customer segments by offering –
-Superior technical solutions
-Intensive specialized service
-R&D on complex machining operations
They are leaders in segments like automotive, aerospace, energy and transport, bearings,
bar peeling, roll machining, die & mould, tube machining, etc.
Major customers for CERATIZIT India come from the automotive sector namely Ashok
Leyland, Tata Motors, Hero Honda, Tata Steel, Tata Cummins, Mahindra & Mahindra,
Hyundai Motors, Maruti, Bajaj, etc. Other important customers are BHEL, HAL, BEMIL,
ordnance factories and railways.
16

17. Company profile
Business Type : Exporter / Manufacturer / Wholesaler/Distributor / Supplier
Year Established : 1970
No. Of Employees : 100
Annual Turnover : Rs 100 Crores
Standard Certification : ISO 9002
Products Exporter, Cutting tools, carbide cutting tools, engineering products,
Manufacturer, Distributer and : cutter for milling of cast iron, wear and corrosion resistant
Supplier tool coating, pcb blanks, to...
17

18. Dealer profile
Government dealer:
Company name Dealer name
1.Rifle factory P&c
2.Eastern Railway P&c
3.Gun shell factory Mac tools
4.BHEL HEEP Metal engg.
5.HELL Bangolore Surya enterprise
6.western railway Kaltro enterprise
Private compny dealer:
Company name Dealer name
1.Maruti New welabra
2.Hero Honda Vipra associate
18

19. fuTuRE PLAN Of ThE
ORgANisATiON
”Higher the goals tougher the climb”
In this fast growing world each and every company wants to
stand on the peak of the world by achieve their goals and by fulfil the
customer’s needs and wants. So to achieve this goal every company has their
certain future plans to attract their customers. In the same way CERATIZIT (I)
PVT.LTD has their own future plans to fulfil the wants and needs of their
respected customers and these are as follows:
1. Ceratizit wants to achieve maximum targets in the form of
customers.
2. Taking necessary steps to increasing better service facilities.
19

20. 3. Also wants to develop new techniques and tools for rapid and
better production.
4. Within 2015 CERATIZIT (I) PVT.LTD wants to stand on
number 1 position in the field of hard metal and carbide
Installation in the market throughout the World.
20

21. ORgANisATiONAL hiERAChY
Regional Sales Manager
Bengal Retail Manager Bengal Project Manager
South – west Region North – East Region
3 Executives 2 Executives
Executives
2 for 1for Rest of
KOLKATA KOLKATA
21

22. PROduCT PROTfOLiO
Ceratizit India pvt. Ltd.. Manufacture 10 different types of products
and these are:
1. Cutting tools
2. Wear parts
3. Wood machining
4. Stone working
5. Carbide rods
22

23. 1.CuTTiNg TOOLs
1. Drilling:
Characteristics:
 Helical chip flute:
 first choice for rotating applications
 low deflection
 optimum chip evacuation
The advantage:
• state-of-the-art drill and chip flute design guarantee maximum rigidity without
deviation. Significant reduction of cutting noise.
• low cutting forces
• flexible application of the insert family in all drilling tools
• optimum compensation of radial forces prevents the drill axis from running off-
centre, even large drilling depths in solid material can be produced economically
maintaining the quality of the hole.
23

24. 2.Turning:
It is the tool which is use in robust top clamp for safe positioning of the insert
in the seat. Optimised insert seat so that precise despite adhesion and wear.
Advantage:
Customised swarf control for components such as aluminium wheels are
machined with ultrahard materials e.g. PCD inserts for aluminium
wheels.
Precision chamfer and hone to guarantee maximum performance of the ultra-
hard cutting materials.
24

25. Milling:
25

26. Parting & grooving:
26

27. Threading:
27

28. Multi fumction tools:
28

29. 2.Wear parts
Carbide specialties: One of CERATIZIT's strengths is the possibility to
manufacture blanks and finished, round and flat carbide wear parts for different
applications according to customer's requests
Round parts
Thereis a constantly growing demand and we try to follow up by consequent
investments. Multispindle machines are common for our production.
The CERATIZITcarbide grades are supporting short delivery time and
reproduceable quality with highest precision.
Finished parts
At CERATIZIT we have the facilities to finish all parts made of our TC grades
inhouse. We have modern machinery available for all grinding operations, lapping,
polishing, honing and eroding. Even highly complicated geometries we are able to
provide with our 5 spindle machines .
29

30. Carbide blanks
x
For machining the desired part, we choose the most favourable
manufacturing method. The fastest way of getting blanks is the direct pressing of
the granulated powder by a corresponding tool and sintering afterwards. An
alternative for complicated or bigger parts is the two step shaping method. Details:
maximum possible are blanks up to Ø 190mm or a length of 300mm.
30

31. Discs:
CERATIZIT blanks for solid tungsten carbide discs for slitting and circular shear
knives are designed according to the continuously increasing application fields as
well as the rising quality demands concerning the material.
Benefits:
 high ex-stock availability
 highly precise geometry
 reduction of grinding work through low grinding allowances and small tolerances
 wide range of carbide grades for an increasing number of application fields
 wide range of dimensions
31

32. Tool & die:
At CERATIZIT we consider the carbide business a matter of confidence. Business
based on confidence is a very healthy one. Decades of experience in carbide
development and production enable us to offer this to you.
To meet the very high demands of the tool and die industry, CERATIZIT offers
carbide grades especially developed for stamping applications. Application
consultancy regarding grade selection, machining, and properties of different
grades is just part of our service for you.
Application areas:
 blanking operations
 coining operations
 bending operations
Product requirements
 excellent ex stock availability for standard products
 very good machinability of parts through EDM and grinding
 long and consistent service life of dies
 optimal metallurgical consistency
32

33. Nozzles:
Water jet cutting technology has asserted itself to an ever increasing degree against competing
technologies. Highly wear resistant carbide nozzles are a major fact for the cutting result. The main
areas of application are the automotive, packaging and aerospace industries, mechanical
engineering and electronics.
advantages :
• cutting takes place at room temperature (thermal stress is avoided)
• only one tool is used: the water jet
• no limits as to materials that can be cut: ranging from stone, composites, plastics, metals
... up to a thickness of 150 mm.
• a clean job: as opposed to thermal procedures, water jet cutting is emission-free
33

34. Hobs:
CERATIZIT has produced blanks for solid tungsten carbide hobs for many years. Every hob is an
individually manufactured high-tech product based on our customers' drawings. Furthermore we
offer tailor-made CERATIZIT tungsten carbide grades – a guarantee for reliability and maximum
output.
Convincing advantages :
• near net shape – technology, with tight tolerances and improved grinding allowances
• efficient, homogenious submicron tungsten carbide grades
• prompt delivery
• member of WZL-gear cycle
34

35. 3. Wood machining
CERATIZIT covers the entire cutting tool sector with its carbide products for wood machining. In this
way we contribute essentially to the performance capacity of the wood machining tools provided
with products from CERATIZIT – from the professional to the DIY enthusiast.
We consider ourselves first of all a partner for the wood tool manufacturers.
Our production programme includes carbide blanks, semi-finished products and ground indexable
knives ready for use.
Tips for circular saws
We produce saw tips for circular saws. In order to work soft, hard, exotic wood and other materials,
CERATIZIT has created a wide range of grades. The grade is adapted exactly to the cutting
geometry and the material processed. Saw tips are then brazed on the support material and ground
by the toolmaker.
Indexable knives
Indexable knives are used as finished products by the toolmaker. They are also mechanically fixed
and the advantage is that they can therefore by used as reversible knives.
Blanks for profiling
Blanks for profiling are used for shape moulding. Toolmaker will then profile and grind the
blankets. The main characteristic of CERATIZIT blanks is that they are mechanically fixed on the
support material and not brazed.
Rods
35

36. Rods are supplied either as sintered or in ground execution. In both cases, the toolmaker will give
its final shape. Rods will be used for boring or milling applications.
Strips
Strips are mainly used in planer and shape moulding machines. The main characteristic of
CERATIZIT strips is that they are brazed on the support material and not mechanically fixed. We
produce strips that will be shaped then ground by the toolmakers.
Drill tips
Drill tips can be referred to as drills for woodworking. Drill tips are first profiled then ground by toolmakers
in order to make holes for hinges, wooden dowels, tenon joints, …
Blanks for routers
Blanks for routers are mainly used for pantograph cutters. Tungsten carbide tips are already pre-
shaped and have to be brazed to the steel body and grinded by the toolmaker to specific angles to
cut efficiently at high speeds.
36

37. 4. sTONE WORkiNg
To makers of stone working tools, we are today the principal supplier world-wide, furnishing the industry with
millions of drill tips used in masonry drills and hammer drills.
For producing drill tips we could use steel with the disadvantage of a short lifetime. CERATIZIT, however,
produces hard metals with very interesting properties ranging from exceptional hardness to high toughness.
In order to promote the hard metal technology, we have concentrated more on metallurgy and on producing the
basic hard metal components than on making finished products. As a result, we enjoy a long-standing
partnership with all of the world’s famous toolmakers.
Hammer
Hammer tips can drill any stone type except for brittle material because of the shocks they provoke. Hammer
tips are fixed on professional tool shanks.
Masonry tips
Masonry tips can drill by percussion any material but armoured concrete. They are fixed on a
cylindrical tool shank and mostly used for light machinery. In the near future, there will be more and
more cordless machinery
37

38. 5. Carbide rods
In addition to competent advice a tool manufacturer also expects a complete
product and service package.
The stock programme adapted to the needs of the tool makers with the most
common dimensions
from 1 to 46 mm in up-to-the-minute grades helps to produce tools successfully.
A. Quick service:
38

39. TEChNiCAL sERViCEs PROVidiNg BY
CERATiZiT iNdiA PVT.LTd ARE:
• Presence of Technical services representative
• Custom specification for projects
• Guidance for proper product selection
• On site help
• Training to Dealers, contractors, engineers & architects
• Mason meets
39

40. COMPETiTORs
The competitors of CERATIZIT INDIA PVT.LTD are as follows:
1.Sandvik hard materials
2. Kennametal India ltd.
3. taeguTec India ltd.ia
4. Ultra hard materials
40

41. MAThEMATiCAL REPREsENTATiON Of
ThE sTRONg COMPETiTORs Of
CERATiZiT (i) PVT.LTd is As
fOLLOWs:
41

42. disTRiBuTiON NETWORk / ChANNEL
Factory
↓
Branch Goodown
↓
Stockist
↓
Dealer
↓
Inducer
42

43. sALEs BY CERATiZiT iNdiA PVT.LTd
(PER YEAR)
43

44. sWOT ANALYsis
a) STRENGTH :
• Employment and training opportunities in the field of cutting
tools.
• Vehicles is the need today life so it is gets employment .
• Construction of the multi building projects on the feasible
location in the country.
• Good structured national network facilitates the boom of
construction industry.
• Low cost well – educated and skilled labour force is now widely
available across the country.
• Sufficient available of raw material and natural resources in the
country is supportive for the industry.
b) WEAKNESS :
44

45. • Chances of natural disadvantage are there.
• Distance between construction projects reduces business
efficiency.
• Training itself has become a challenge.
• Changing skills requirements and an ageing workforce may
accentuate the skills gap.
• Improve in long term career prospects is highly required to
encourage staff retention and new entrants.
• External allocation of large contracts becomes difficult.
c) OPPORTUNITY :
• Continuous private sector manufacture vehicles ordanance
boom will create more cutting tools wear parts opportunities.
• Public sector projects through Public Private Partnerships will
bring further opportunities.
• Developing supply chain through involvement in large projects
is likely to enhance the chances in construction.
• Renewable energy projects will offer opportunities to develop
skills and capacity in new markets.
• More flexible training delivery techniques are now available.
• Financial supports like loan and insurance and growth in income
of people is in support of construction industry.
45

46. d) THREAT :
• Long term market instability and uncertainty may damage the
opportunities and prevent the expansion of training and
development facilities.
• Current economic situation may have an adverse impact on
construction industry.
• Political and security conditions in the region and late
legislative enforcement measures are always threats to any
industry in India.
• Infrastructure safety is a challenging task in construction
industry.
• Lack of political willingness and support on promoting new
strategies.
• Natural abnormal causalities such as earth quake and floods
are uncertain and can prevent the construction boom.
46

47. disCussiONs ON TRAiNiNg
47

48. sTudENT ’ s WORk PROfiLE
The major responsibilities handled were:
1. Answering to customers queries.
2. Preparation of weekly management information system report.
3. Preparation of customers’ feedback report about the services
provided by CERATIZIT INDIA PVT. LTD. Kolkata.
4. Work with active and in an efficient manner.
48

49. dEsCRiPTiON Of LiVE EXPERiENCE
This project rather job was my first experience to the hard core reality
of the real world. Before joining the organization there was many curiosities
and queries in my mind about the corporate world and life style.
I still remember my first day in the organisation my BOSS i.e. vice-
president(Mr.ANIL KUMAR) introduced me with the other member of the
organisation. It was a great experience for me because before that if someone
would have introduced me it was my family or friend. Apart from them there
is also a world and too recognizes me is a great thing to notice. It gave me
immense pleasure and enthusiasm towards the job.
First few days were very much challenging because fresh the college I
was in the organisation so it took me some time to keep pace with them. But
again thanks to the college, which had cultivated us in such a manner that, in
the few days I was amalgamated with organisation and its culture.
My BOSS told me learns as fast as possible and the main stream from
next week. I was very eager to do some work and handle some responsibility.
To my surprise I was assigned to the job with the full responsibility to
represent the organisation.
It was a responsible job for me to give all the answer of the respected
customer’s queries. But I accepted the challenge. My Boss on the very first
day told me it’s a very responsible job; do your best and do not let me down. It
gave me some sorts of confidence and very soon I began to enjoy the job and
it gave to me a better result.
49

50. Mean while I used to utilize my spare time in understanding the
organization operations and handling customer’s queries. The time duration
that I spend in the organization helped me a lot in my first induction
programmed. I handled the situation very well and was very much satisfied
with the things going on for me. In very short span of time I learned a lot and
this span of time taught me lot for my successful life in future.
CONTRiBuTiON TO ThE
ORgANiZATiON
 Provide necessary information about customer willingness for the
product to the organization.
 Encourage retailers and dealers to use the product of CERATIZIT
INDIA PVT.LTD.
50

51. RESEARCH
METHODOLOGY
51

52. RESEARCH METHODOLOGY
INTRODUCTION
Research is an art of scientific investigation through search for new facts
in
any branch of knowledge. It is a moment from known to unknown.
• Research always starts with a question or a problem.
• Its purpose is to find answers to questions through the
application of the scientific method.
• It is a systematic and intensive study directed towards a
more complete knowledge of the subject studied.
.
As marketing does not address itself to basic or fundamental question, it
does not qualify as basic research. On the contrary, it tackles problems,
which seem to have immediate commercial potential. In view of the
major
consideration, marketing research should be regarded as applied
research.
We may also say that marketing research is of both types problem
solving
and problem oriented.
Marketing research is as systematic and objectives study of the
problems
52

53. pertaining to the marketing of the goods and services. It may be
emphasized
that it is not restricted to any particular area of marketing, but is applied
to
all the phases and aspects.
METHOD OF DATA COLLECTION
1) Data to be collected.
Data includes facts and figures, which are required to be collected to
achiever the objectives of the project. In order to determine the present
position and satisfaction of customer of kotak Mahindra Life Insurance.
a) Primary Data
The data that is being collected for the first time or to particularly fulfill
the
objectives of the project is known as primary data.
These types of data were,
- The market share of Kotak Mahindra Life Insurance.
- The market share of other brands available in the market.
- Responses of consumer.
- Identifying pros and cons of the brand.
The above primary data were collected through responses of consumer
was
53

54. conducted through questionnaires prepared for them.
b) Secondary Data
Secondary data are that type of data, which are already assembled and
need
not to collected from outside. These types of data were
i) Company Profile
ii) Product Profile
iii) Competitors Profile
The aforesaid data were collected through Internet and company s financial
report.
2) Data Collection Method
For given project, the primary data, which needed to collect for the first
time, were much significant. This type of information gathered through
Survey technique, which is the most popular and effective technique for
correct data collection. The survey was completed with the use of
questionnaires.
- Questionnaire for consumer.
3) Sampling
Sample is the small group taken under consideration from the total group.
This small group represents the total group. In the project the market
research, which was ask to be studied was pune market but as it was
possible
to approach all the respondent s customer of the city, hence a sample was
54

55. selected which represents the whole city. The areas selected for the
sample
are present further in the appendix. Sample size of customer list was taken
from Kotak Mahindra Life Insurance customer data basic.
4) Data Evaluation
The data so collected were not simply accepted because it contained
unnecessary information and over or under emphasized facts. Therefore
only
relevant data were included in the report, which helped in achieving the
objectives of the project.
ANALYsis Of dATA
Feedback obtained by customers through the physical survey method to
know their opinion about CERATIZIT (I) PVT.LTD. Products performance
was also analysed through users’ opinion with the help of questionnaire
format, so that it would be easy to analyze the data and reach to conclusive
point.
55

56. 56

57. 57

58. suMMARY Of ThE fiNdiNgs
Various techniques of research shows that
• The product of CERATIZIT (I) PVT.LTD. Company is enough good
in comparison to other companies.
• Sandvik Company is one of the best of competitor CERATIZIT (I)
PVT.LTD. Company.
• The performance of CERATIZIT INDIA PVT.LTD. Products are
excellent.
• The retailers and dealers promoting CERATIZIT (I) PVT.LTD
products are highly satisfied with the quality, supply & support.
• The CERATIZIT (I) PVT.LTD customers faces only problem
with the pricing as compare with the competitor.
LiMiTATiON Of ThE sTudY
1) The report is limited to the extent of information supplied by the
organisation.
2) The study is limited only to CERATIZIT (I) PVT.LTD.
58

59. 3) Due to time constraint a small sample size was used which may be
limitation of this project.
59

60. suMMARY ANd
CONCLusiON
60

61. suMMARY Of LEARNiNg EXPERiENCE
Coming to the learning experience it was a great time to be with the
organisation. The working environment and the support that I got from the
superiors and the colleagues were appreciable.
Before joining the organisation I was very much susceptible about it but
very much relevant to the industry also.
For that matter my communication skills improved so was my personnel
skills. One thing I realized was that every day brings new experience in the
life and you do not have to wait for things get done but you have to push the
things so that they could be done.
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62. CONCLusiONs ANd RECOMMENdATiON
What I concluded from the project was that theory and practical life is
something different. We need to apply that theory in our practical life for
better and effective results. I can say it confidently because there were many
of my colleagues who were/are working with the organisation from a long
time and they are also doing well but what they lack is the art that we learn in
the classroom. The same job that we can do with a greater fineness they are
unable to do because of organised management learning. In sort we are
moulded in such an environment that we enjoy work which may not be true
for others.
The Company is doing well it has a handsome share of customer in its hand
but it needs to improve in certain areas like:
• Quick Service facilities.
• Make reasonable price.
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63. 63

64. ANNEXuREs
CERATIZIT INDIA PVT. LTD.
Questionnaire
1. Company/ Organization Name-
2. Proprietor / Owner Name-
3. Address-
Contact no-
4. Competitors: i)
ii)
iii)
iv)
v)
5. Competitors Activities-
Pack Monthly Performance
Company Packaging Price
Size Sale Good Excellent Average Poor
6. Are you ever being customer of CERATIZIT INDIA PVT. LTD.?
Yes No
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65. 7. Do you ever use the product of CERATIZIT INDIA PVT.LTD?
Yes No
If Yes, then which:
Sl. Pac Performance
Produc Compan Packagin Pric Monthl
No k Goo Excellen Averag Poo
t y g e y Sale
. Size d t e r
8. Branding : CERATIZIT OTHERS COMPANIES
9. Customer’s Satisfaction :
Good Excellent Average Poor
10. Customer’s Opinion / Suggestion:
Sl. No.
1.
2.
3.
4.
5.
Date:
65

66. Place:
Region & Location : EAST region - KOLKATA
Name of Sales Person :
Project Name
Address of the Site
Name of the contact person (Number & e-mail)
Architect & Consultant (Name & Address)
Person - in - charge (Number & e-mail)
Contractor or Builder (Name & Address)
Project - in - charge (Number & e-mail)
Status of the Project
Value of Project (in lacs)
Prospective staring & completion date of billing
Possible value of billing (in lacs)
Area of Application
Scope of products alongwith expected areas & products recommended
Area (in
Area of Application Products recommended Value (i
sft)
Internal floor
External wall
Existing specifications if any : Convinced client directly.
PRODUCTS CERATIZIT Competito
Detail of competitors :
Date / Review / Follow-up :
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67. BiBLiOgRAPhY
WEBSITE :
• www.ceratizit.com
• www.google.com
BOOKS :
• Marketing Research – Dhruv Grewal
• Consumer Behavior- Joseph Wisenblit
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