SERVICE QUALITY

1. 1. INTRODUCTION
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Definition:
“Quality can be defined as the totality of the features or state of the products and/ or
services that satisfies the stated and implied need of the customer”.
-Dr.Juran
“The price you set for your product or service plays a large role in its marketability. Pricing for
products or services that are more commonly available in the market is more elastic, meaning
that unit sales will go up or down more responsively in response to price changes. By contrast,
those products that have a generally more limited availability in the market (but with strong
demand) are more inelastic, meaning that price changes will not affect unit sales very much. The
price elasticity of your product or service can be determined through various market testing
techniques”.
-Jed Jones
“Activities, benefits and satisfactions which are offered for sale or are provided in
connection with the sale of goods”.
-American Marketing Association
“Quality is defined as the dynamic. Customers’ needs and expectation are always changing, thus
definition of quality changes. It is important that the management team is able to adapt and
respond to the changes in expectation and need of the customers”.
-William Edward Deming
“Quality is the degree to which an object that satisfies a specified set of attributes or
requirements”
-Philip Crosby

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Meaning:
A measure of excellence or a state of being free from defects, deficiencies and significant
variations, brought by strict and consistent adherence to measurable and verifiable standards to
achieve uniformity of output that satisfies. According to ISO 22975-3:2014 standards defines the
quality as “The totality of features and characteristics of a product or service that bears its ability
to satisfy stated or implied needs.
"Quality itself has been defined as fundamentally relational: 'Quality is the ongoing
process of building and sustaining relationships by assessing, anticipating, and fulfilling stated
and implied needs.'
Even those quality definitions which are not expressly relational have an implicit
relational character. Why do we try to do the right thing right, on time? To build and sustain
relationships. Why do we seek zero defects and conformance to requirements? To build and
sustain relationships. Why do we seek to structure features or characteristics of a product or
service that bear on their ability to satisfy stated and implied needs. The focus of continuous
improvement is, likewise, the building and sustaining of relationships. It would be difficult to
find a realistic definition of quality that did not have, implicit within the definition, a
fundamental express or implied focus of building and sustaining relationships”.
In manufacturing, a measure of excellence or a state of being free from defects, deficiencies,
and significant variations, brought about by the strict and consistent adherence to measurable and
Verifiable standards to achieve uniformity of output that satisfies specific customer or user
requirements.
Features of Quality for Product
The features of quality for product are the following
 Performance
 Features
 Reliability
 Conformance

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 Durability
 Serviceability
 Aesthetics
 Safety
 Other perception
Different views of Quality
Garvin identifies five different definitions of quality are the following
Transcendental view
According to the transcendental view, quality is synonymous with “innate
excellence “. This approach claims that quality cannot be defined precisely, the customer learn to
recognize quality only through experience.
Product based view
This definition view quality as a precise and measurable variable. Differences in
quality reflect differences in the quality of some attributes of the product.
User Based view
According to this view the goods or service that best satisfy individual
consumer’s different wants or needs are regarded as having the highest quality.
Manufacturing Based view
This approach focuses on producers of goods and services and identifies quality
as conformance to requirements.
Value Based value
A value based approach defines quality in terms of coasts and prices. A quality
product one that provides performance or conformance at an acceptable price or cost. An

4. inexpensive product is expected to be f lower quality than a similar and more expensive product
is expected to be of lower quality than a similar and more expensive product.
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Value and the price:-
A value that purchase a definite quality, weight or other measure of good or service.
As the consideration given in exchange in transfer of ownership, price forms the essential basis
of commercial transactions. It may be fixed by a contract, left to be determined by an agreed
upon formula at a future date, or discovered or negotiated during the course of dealings between
the parties involved. In commerce, price is determined by what (1) a buyer is willing to pay, (2)
a seller is willing to accept, and (3) the competition is allowing to be charged.
With product, promotion, and place of marketing mix, it is one of the business variables over
which organizations can exercise some degree of control. It is a criminal offense to manipulate
prices (see price fixing) in collusion with other suppliers, and to give a misleading indication of
price such as charging for items that are reasonably expected to be included in the advertised,
list, or quoted price. Also called sale price and selling price.
Price is:
 The money charged for a product or service
 Everything that a customer has to give up in order to acquire a product or service
 Usually expressed in terms of £ per unit
You can see from the above that price is not the same thing as cost.
The price is the amount customers pay for a product. The cost is the amount spent by a
business making the product. However, as we see later, a firm needs to take account of the cost
of production when setting price to ensure that it is making a profit on the products it offers.
The price a business charges for its product or service is one of the most important business
decisions management take.
Pricing also has to be consistent with the other elements of the marketing mix, since it
contributes to the perception of a product or service by customers.

5. Setting a price that is too high or too low will - at best - limit the business growth. At worst, it
could cause serious problems for sales and cash flow.
So pricing is important, but it is really tough to get right. There are so many factors to consider,
and much uncertainty about whether a price change will have the desired effect.
Setting the right price is an important part of effective marketing . It is the only part of the
marketing mix that generates revenue (product, promotion and place are all about marketing
costs).
Price is also the marketing variable that can be changed most quickly, perhaps in response to a
competitor price change.
The price of a product may be seen as a financial expression of the value of that product.
For a consumer, price is the monetary expression of the value to be enjoyed/benefits of
purchasing a product, as compared with other available items.
The concept of value can therefore be expressed as:
(Perceived) VALUE = (perceived) BENEFITS – (perceived) COSTS
A customer’s motivation to purchase a product comes firstly from a need and a want:
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Example:-
 Need: "I need to eat
 Want: I would like to go out for a meal tonight")
The second motivation comes from a perception of the value of a product in satisfying that
need/want (e.g. "I really fancy a McDonalds").
The perception of the value of a product varies from customer to customer, because perceptions
of benefits and costs vary.

6. Perceived benefits are often largely dependent on personal taste (e.g. spicy versus sweet, or
green versus blue). In order to obtain the maximum possible value from the available market,
businesses try to ‘segment’ the market – that is to divide up the market into groups of consumers
whose preferences are broadly similar – and to adapt their products to attract these customers.
In general, a products perceived value may be increased in one of two ways – either by:
(1) Increasing the benefits that the product will deliver, or,
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(2) Reducing the cost.
For consumers, the PRICE of a product is the most obvious indicator of cost - hence the need to
get product pricing right.
Consider the factors affecting the demand for a product that are
(1) Within the control of a business and
(2) Outside the control of a business:
Factors within a businesses’ control include:
 Price (assuming an imperfect market – i.e. not perfect competition)
 Product research and development
 Advertising & sales promotion
 Training and organization of the sales force
 Effectiveness of distribution (e.g. access to retail outlets; trained distributor agents)
 Quality of after-sales service (e.g. which affects demand from repeat-business)
Factors outside the control of business include:
 The price of substitute goods and services
 The price of complementary goods and services
 Consumers’ disposable income
 Consumer tastes and fashions

7. Therefore Price is a critically important element of the choices available to businesses in trying
to attract demand for their products.
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Service:
A service is consumed at the point of sale. Services are one of the two key components
of economics, the other being goods. Examples of services include the transfer of goods, such as
the postal service delivering mail, and the use of expertise. A valuable action, deed, or effort
performed to satisfy a need or to fulfill a demand. Law, Formal delivery of a notice, summons, or
writ. Banking, payment of interest or loan installment or dividends, as scheduled.
Characteristics of a service are:
Intangibility: Services are intangible and do not have a physical existence. Hence services
cannot be touched, held, tasted or smelt. This is most defining feature of a service and that which
primarily differentiates it from a product. Also, it poses a unique challenge to those engaged in
marketing a service as they need to attach tangible attributes to an otherwise intangible offering.
1. Heterogeneity/Variability: Given the very nature of services, each service offering is
unique and cannot be exactly repeated even by the same service provider. While products
can be mass produced and be homogenous the same is not true of services. eg: All
burgers of a particular flavor at McDonalds are almost identical. However, the same is
not true of the service rendered by the same counter staff consecutively to two customers.
2. Perishability: Services cannot be stored, saved, returned or resold once they have been
used. Once rendered to a customer the service is completely consumed and cannot be
delivered to another customer. eg: A customer dissatisfied with the services of a barber
cannot return the service of the haircut that was rendered to him. At the most he may
decide not to visit that particular barber in the future.
3. Inseparability/Simultaneity of production and consumption: This refers to the fact
that services are generated and consumed within the same time frame. Eg: a haircut is
delivered to and consumed by a customer simultaneously unlike, say, a takeaway burger
which the customer may consume even after a few hours of purchase. Moreover, it is

8. very difficult to separate a service from the service provider. Eg: the barber is necessarily
a part of the service of a haircut that he is delivering to his customer.
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Service Quality
Parasuraman et al. (1985) defined service quality as “the global evaluation or attitude of overall
excellence of services”. So , service quality is the difference customers’ expectation and
perception of services delivered by service firms, Niteckiet al. (2000) defined service quality in
terms of “meeting or exceeding customer expectation, or as the difference between customer
perception and expectations of service “. As the research is focused on examining major users of
TamilNadu CM’s Greenhouse scheme, the solar service quality is defined as “the overall
excellence of library services that satisfy users’ expectation”.
Framework for study
The subject of service quality is very rich in context of definitions, models and measurement
issue. Several researchers explored the subjects with varying perspectives and using different
methodologies. The following factors seem to be suitable for comparative evaluation of the
models:
 Identification of factors affecting service quality
 Suitability for variety of service in consideration
 Flexibility to account for changing nature of customer perceptions
 Directions for improvement in service quality.
 Suitability to develop a link for measurement of customer satisfaction.
 Diagnosing the needs for training and education of employees.
 Flexible enough for modification as per the changes in the environment/conditions.
 Suggests suitable measures for improvements of service quality both upstream and
downstream the organization in focus.
 Identifies future need (infrastructure, resource) and thus provide help in planning.
 Accommodates use of IT in services.
 Capability to be used as a tool for benchmarking.

9. With these issues as focus this present study is undertaken to understand the service quality
models in the above light.
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Service quality models
The present study is an attempt to review various service models in the of the changed business
scenario and analyze the models for the suitability /need for modification in the current context.
The models are present using a standards structure, i.e. covering brief discussion and the major
observation on the models. The next section covers the evaluation of these model for above
parameters. The brief discussions on the models are as under:
Technical and functional quality model (Gronroos, 1984)
A firm in order to compete successfully must have an understanding of consumer perception of
the quality and the why service quality is influenced.
Managing perceived service quality means that the firm has to match the expected service
and perceived service to each other so that consumer satisfaction is achieved. The author
identified three components of service quality , namely: technical quality; functional quality ;
and diagram.
(1) Technical quality is the quality of what consumer actually receives as a result of his/her
interaction with the service firm and is important to him/her evaluation of the quality of
service.
(2) Functional quality is how he/she gets technical outcome. This is important to him and to
his/her views of service he/she has received.
(3) Image is very important to service firms and this can be expected to build up mainly by
technical and functional quality of service including the other factors (tradition, ideology,
word of mouth, pricing and public relations).

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11. 2. INDUSTRIAL PROFILE
India is a country that has tremendous solar energy potential. As the nation is facing an
increasing demand supply gap in energy, it is important to tap the solar potential to meet the
energy needs. This article analyzes the Indian Solar Industry, its major growth drivers, the
challenges it faces and the various policy initiatives taken by the government. The article also
tries to identify the various actions required to promote the growth and development of the
industry, enabling India to meet the rising energy demands of the future.
India is in a state of perennial energy shortage with a demand-supply gap of almost 12% of the
total energy demand. This trend is significant in the electricity segment that is heavily
dependent on coal and other non-renewable sources of energy. Renewable energy (RE)
sources contribute only 7.7% of the total installed power capacity of 167,077 MW in India.
Among the RE sources, wind power is the dominating component while solar energy currently
contributes to less than 0.1% (on-grid+ off-grid) of the total installed capacity.
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Table 1 Calculation of Solar Potential in India
The solar energy potential in India is immense due to its convenient location near the Equator.
India receives nearly 3000 hours of sunshine every year, which is equivalent to 5000 trillion
kWh of energy. As shown in Exhibit 1, India can generate over 1,900 billion units of solar
power annually, which is enough to service the entire annual power demand even in 2030
(estimates). Exhibit 2 shows that Rajasthan and Gujarat are the regions with maximum solar
energy potential. This, coupled with the availability of barren land, increases the feasibility of
solar energy systems in these regions. Considering India’s solar potential, the government has
rolled out various policies and subsidy schemes to encourage growth of the Solar Industry,
which is expected to experience exponential growth in the coming years.

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Exhibit 2 Irradiance Map of India
Government Initiatives to Develop the Solar Energy Sector
There are three government bodies established to promote solar energy in India. The first is
the Ministry of New and Renewable Energy (MNRE), which is the nodal unit for all matters
relating to RE. The second, India Renewable Energy Development Agency (IREDA), is a
public limited company established in 1987 to promote, develop and extend financial
assistance for RE and energy efficiency/conservation projects. Finally, Solar Energy Centre
(SEC) is a dedicated unit of the MNRE and the Government for the development of solar
energy technologies and promotion of its applications through product development. Besides
this, government has also rolled out various policies and subsidies to promote this sector.
India’s National Action Plan on climate change (NAPCC) identifies eight critical missions to
promote climate mitigation and adaptation. National Solar Mission, which has the specific
goal of increasing the usage of solar thermal technologies in urban areas, industry, and
commercial establishments, is one of the core components of this policy. The government also
offers capital subsidies to semiconductor manufacturing plants in Special Economic Zone
(SEZs) and outside SEZs through semiconductor policy launched in 2007. In 2009, MNRE
launched “Jawaharlal Nehru National Solar Mission (JNNSM)” with the ambitious goal of
making India a global leader in solar energy. JNNSM plans a three-phase approach with
specific targets for each phase as given in Exhibit 3. The other targets of this mission include
achieving grid parity (same production cost as current electricity source) by 2022 and parity
with coal based power generation in 2030.

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Exhibit 3 JNNSM Targets

14. 3. COMPANY PROFILE
The Uno Minda – N K Minda group is a leading player in the auto components field in India,
supplying a range of components to almost all OE manufacturers in the country, and to
prestigious global customers as well. The product range includes Automotive Switches, Lighting
Products, Horns, Batteries and Alternate Fuel Kits. With representative offices in Japan, China
and Italy, and 26 manufacturing locations spread across India, Indonesia and Vietnam, the Group
turnover during the year 2012-13 will be in the region of Rs. 2500 crores.
As part of its expansion and growth plans, the Uno Minda Group is seeking to enter into non-
Automotive businesses as well, in areas where the Group’s strengths in Manufacturing, Research
& Development, Project Management and Execution, Quality Management, and Distribution can
be duly leveraged. One of the areas being actively explored under this initiative is Renewable
Energy, with specific emphasis on Solar and Biomass – providing a range of products and
services including Grid Connected and Off Grid Power generation facilities, and applications
such as LED lights, Solar Lanterns and Home Lighting, Heating Systems. Moving forward, the
plan is to take on new projects such as manufacturing of Solar Cells and Panels.
Minda NexGenTech Ltd. (MNGTL) was incorporated as an entity in April 2011 In order to
provide the requisite focus to the Renewable Energy Business.
MNGTL is structured around 3 business verticals:
 The Energy Efficiency vertical focusing on the LED Lighting business – Solar
Lantems, Solar and non-solar Solar Street Lighting and Solar Home Lighting Systems.
 The Power Generation vertical – Covering off grid power plants, micro grids and rural
electrification initiatives as outlined above, followed by grid connected power plants and
finally, backward integration into cell-to- panel manufacturing.
 The services vertical – It will provide installation, Commissioning, Maintenance, after
sales service and training to the energy efficiency and the power generation verticals and
which also seek to consolidate the a aggregated impact of the same a cross group of
entities from a CDM/Carbon Credit perspective.
We have supplied LED solar Lanterns and solar LED street Light to state Government in India,
and these products have found use in remote, far flung areas of the country with limited or no
access to regular electricity. We are currently in discussions with State Government to provide
innovative solutions in the areas of Rural Electrification and reduction in Carbon Emissions.
Apart from Solar PV, we are also considering Biomass Power Solutions. A modern
manufacturing facility in Delhi is engaged in Product Design and Development, Testing,
Manufacturing and Assembly of LED based products.
We aim to offer an integrated basket of products and services, harnessing off-grid as well as grid
connected renewable energy opportunities, and promoting innovative energy saving solutions at
the same time - micro grids, suitable combinations of solar/bio-mass/waste-to-energy solutions,
conversion of conventional street/commercial lighting systems to Solar/non solar LED,
promoting low carbon aggregates, and so on.
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15. A significant element of our Business Plan envisages working together with local Governments
to provide CleanTech/Renewable Energy/Rural Electrification solutions – specifically to
locations not connected to the grid. We see the generation and provision of electricity and energy
access to such locations as a tool to facilitate comprehensive development of remote areas –
covering education, employment, irrigation facilities, improved agricultural output, and so on –
all leading to sustainable, all round development.
Conceptually, the approach is that a Solar PV plant would provide basic electricity to power a
Community Centre, School and Irrigation Pump Sets. In the school, this would facilitate
education as well as employment. The irrigation provided would facilitate improved agricultural
output apart from employment in the fields. The crop waste from the improved agricultural
output would feed into the Biomass plant, which would provide power to households and basic
street lighting. The intention is that the entire operation would be run by a local entrepreneur, a
self-help group, the Gram Panchayat or suitable combination(s) of the three. Thus, while the core
of the initiative would be rural electrification, it would also result in better education facilities,
improved employment and overall development/income enhancement opportunities.
Our role as an organization would be to set up these ‘micro-grids’, train the local populace to
operate and run the same, and provide post-sales support. We do feel that this entire concept can
be built into a model that makes Business Sense from a commercial perspective, provides local
employment opportunities, serves an important social purpose, and finally, is self-sustaining in
nature as well.
As a first step and part of this initiative, we have set up a 1.2 Kw Solar Power plant in Village
Nagla Dhuli, Dist. Firozabad, UP, which was formally inaugurated on 2nd October 2011. Nagla
Dhuli is being developed as a Model Village to showcase how Energy Access can lead to all
round Rural Development. The objective will be to build on the learnings from the Model
Village, and scale up the entire initiative very quickly thereafter.
TEAM
Mr. Nirmal K. Minda, Chairman of UNO MINDA. He is the visionary & guiding force of
Minda NexGenTech Ltd. and conscience keeper of the UNO MINDA group. An industrialist
with over 25 years of rich business experience in the Auto Ancillary and OE sectors Mr Nirmal
Minda is the Chairman of the company. His dynamic & energetic leadership combined with
global vision, deep insight and understanding of business strategy & processes has resulted in the
UNO Minda group being counted as the preferred partner to all the major Automotive
Companies worldwide.The same passion and commitment is now evident in the diversification
in to non-automotive businesses, and in the structuring of the renewable energy business at
Minda NexGenTech Ltd.
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Mr. Anand K Minda,Director
Mr. Anand Kumar Minda is a director of Minda NexGenTech Limited and a Board member
with Minda Industries Ltd. A science graduate with over 35 years of hands on experience in
manufacturing, finance and project management, Mr. Anand Kumar Minda provides the much
needed insight, guidance and expertise required by the company at its nascent stages

16. Mr. Siddhartha Sen Gupta,Strategic Business Head
Mr. Siddhartha has total 25 years of experience managing business development, technical,
projects and manufacturing for both start-up and established companies. He has more than 19
years of experience in Solar PV Energy in India, Middle East and Europe. Siddhartha’s work
experience includes utility grade grid connected PV projects and off-grid rural electrification
projects in India, grid connected roof top PV projects in Europe and industrial off-grid PV
projects (Telecom and Oil & Gas sectors) in Middle East. He also worked in crystalline solar
Cell & module manufacturing unit in India and gathered excellent knowledge on solar cell &
module. Siddhartha has a strong track record of developing solar solutions for various off grid
and grid connected applications. Siddhartha has worked in all possible applications of Solar PV
and the roles included business development, design & engineering, technology assessment,
vendor development, project management, QA etc. He underwent several trainings on Solar PV
Systems which includes training on ‘Grid connected Solar PV System Design and Engineering’
in California, USA. Siddhartha holds B.E degree in Electronics & Communication Engineering
from NIT Durgapur and is a member of Engineers Ireland (MIEI).
Mr. Rajneesh Gupta,Vice President Operations
Mr. Rajneesh Gupta is an engineering graduate from the Thapar Institute of Engineering and an
expert in ‘Lean Engineering’, Mr. Rajneesh Gupta is the Vice President, Operations at Minda
NexGenTech Ltd. With over 25 years of experience; 18 of which have been with the UNO
Minda group, Mr. Rajneesh Gupta is responsible for manufacturing, design & development,
materials and manpower for all the divisions of the Company. His sheer passion for helping the
underprivileged drives him to deliver his best in the current position through his expertise in cost
reduction, value engineering and process optimization.
Mr. Praveen Bhasin, Head Power Generation Vertical
A Mechanical Engineer, Mr. Praveen Bhasin has rich experience in planning, designing and
executing projects using innovative methods and tools to accomplish assignments.
His extensive repertoire of hands on field experiences includes various Solar and Telecom
Projects as well as the development of thermal energy storage systems.
As the head of the Power Generation vertical at Minda NexGenTech Ltd. he is determined to
light-up rural India in a cost effective, innovative and socially inclusive manner.
Mr. Saikat RoyHead, Energy Efficiency Vertical.
A Mechanical Engineer, Mr. Saikat Roy heads the Energy Efficiency vertical of Minda
NexGenTech Ltd. With over 13 years of experience in Information Technology and Consumer
Electronics, he is passionate about designing, manufacturing and marketing, high quality, low
cost LED lighting solutions and bringing about a paradigm shift in the business of Energy
Efficiency Lighting.
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MISSION AND VISION
Mission
Our mission is to establish new paradigm by way of Business Model, Financing, Innovation,
Wealth Creation and Employee Engagement in the areas of Renewable Energy, Energy
Efficiency and Services.
We seek to integrate energy access using renewable energy with sustainable rural development,
and develop the capability whereby every single day of the year, there is some village
somewhere in the country being electrified by us.
We aim to be amongst the top 25 employers in the country by the year 2014-15.
Vision
To be respected in India and globally, as an integrated, end-to-end Power Solutions, Energy
Efficiency and Renewable Energy Company.
PRODUCTS OF MINDA
ENERGY EFFICIENCY
The Energy Efficiency Vertical manufactures LED lights for Rural, Semi-Urban and Urban
applications. These lights can be used for both Solar and Non-Solar Applications.
Light Emitting Diodes (LEDs) are much more efficient than conventional lights available in the
market today. The color rendering index of these lights are high , enabling clear visibility. Our
LED Lighting products are backed by UNO Minda – NK Minda Group’s expertise in
manufacturing and product design resulting in high quality products at affordable prices.
We at MNGTL realised that maximising welfare for all our stakeholders is integral to sustainable
development and therefore have taken upon the task of doing social good in the form of rural
electrification under an initiative called Umang!
The Umang initiative is a community-driven development program where we've identified
villages that had never seen electricity and taken upon the responsibility to push darkness out of
those areas. We truly believe that our products offer much more than light and by more, we mean
an opportunity & transformative power to change lives for the better. We offer:

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Umang Solar LED Lantern
“Aapke Saath Hamesha”
Affordable, durable and using solar energy, Umang solar LED lanterns will go a long way in
helping rural populace facilitating their day to day activities and improving livelihoods.
Features & Benefits of Solar LED Lantern:
 Charging through solar panel no need of electricity.
 Up to 5hrs of backup (in case of 2W).
 Up to 8hrs of backup (in case of 2.5W and 3W).
 Easy to carry.
 Inbuilt mobile charging point.
 Efficient casting design for maximum light output.
 Long lasting LEDs for increased life.
 Dimmer option for different levels of lighting.
 Light output equivalent to 10W, 12W, and 15W normal bulb for 2W, 2.5W and
3W respectively.

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Solar LED Street Light
“Andhere se Ujale ki oor”
We at Minda NexGenTech Limited is playing its part in national advancement working on
developing far flung areas in the countryside setting up Solar LED Street Lights in villages
across India, facilitating exchange of goods, services and people to people movement in an
unprecedented manner.
These solar street lights exhibit unique feature like high operational life, cost effective,
environmental friendly and low maintenance.
Features & Benefits of Solar LED Street Light:
 Ultra-low maintenance and long product life
 Green Light Source.
 Dusk to dawn control unit
 3 days autonomy
 Grid-independent and No Bill to pay
 Low power consumption and long and predictable lifetime.
 Small package size
 Quick turn on and off
 LEDs don't contain Mercury and don't emit poisonous gases.
 Less attractive to nocturnal insects
 Low-cost installation/instant practical use.

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Umang Home Lighting System
“Khayaal rakhe aapka”
Minda NexGenTech Ltd. in a move ahead for rural development has manufactured the LED
Solar Home Lighting Systems.The Solar Home Lighting System is a pre-packaged control unit
designed for lighting rural/semi-urban homes and shops, it is also ideal for camps and
expedition). Solar home lighting systems are ideal sources for providing indoor illumination in
remote areas and un-electrified villages. Light produced is bright enough for domestic as well as
commercial applications.
Features & Benefits of Home Lighting System:
 Long lasting LEDs for increased life and superior comfort.
 Easy to install, Ergonomic and flexible Design.
 High efficiency 10Wp Solar panel.
 LEDs have Life more than 50,000 Hours.
 2 USB socket will help in charging Mobiles/Laptops (Multiple Pins provided).
 One Full day charging will give about 12 Hours of Lighting and 2 Mobile
charging.
 3 LED indicator lights show battery level while working.
 They last for a long time and require little maintenance once installed
 The greatest benefit of solar lighting is its environment friendly nature. Solar
Lighting does not contribute to global warming in any way.
 Silent operation and power for any location.
 Charging through Solar Panel. No need of electricity.

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Umang LED Lantern
“Ghar ka Sitara”
The latest in our environment friendly line of products . This lighting product is a must for areas
where electricity supply is inconsistent. It can also be used to save electricity, when minimal
lighting is needed. A night bulb consumes approximately 15 watts of electricity , whereas our
LED Lantern consumes minimal amount of energy (Maximum 3 watts), while providing
sufficient illumination in a standard room..
Features & Benefits of LED Lantern:
 Long lasting LEDs for increased life and superior comfort
 Easy to carry.
 Inbuilt mobile charging point.
 Efficient casing design for maximum light output.
 Long lasting LEDs for increased life.
 Dimmer switch for different levels of lighting.
 Light output equivalent to 10W normal Bulb for 2W lantern .
 Light output equivalent to 15W normal Bulb for 3W lantern
 Up to 5 hrs. of backup (up to 8 hrs. in case of 3W lantern
With the new energy efficiency regulations gaining magnitude, more and more urban
communities are adopting eco-friendly approaches. We saw this as a window of opportunity for
our efficient lighting solutions under the brand name ‘ERTHEN’.
‘ERTHEN’ stands by the evolved sensibilities of an environmentally conscious and responsible
citizen. Under‘ERTHEN’, MNGTL offers:

22.  ERTHEN Corporate LED Lighting Solutions
 ERTHEN Home LED Lighting Solutions
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Erthen Corporate LED Lighting Solution
“Be the Leader”
The energy savings of LED lights use upto 85% less energy than the incandescent lights with an
increased lifespan. The combination of the energy savings, reduced maintenance and disposal
costs and the environmental savings demonstrate that LED lighting is now a real alternative to
traditional lighting solutions.
Let us go corporates, start the initiatives in our own backyard and contribute our bit to the society
by making it mercury free and reducing Global Warming.
Erthen corporate LIGHTING IMAGES
Features & Benefits:
 LED Lights does not contain gases unlike fluorescent lamps.
 Life Expectancy of LED Lights is up to 5 times higher than conventional Lights)
 No Warm-up or Cold start problems
 Shock and Vibration resistant
 LEDs do not emit gases which effect global warming.
 Reduction of electricity bill 60% - 90%.
 Reduction of annual maintenance cost.
 Low energy consumption.
 Helping your business achieve carbon reduction commitments.
 Improved performance of your light with reduced noise and heat output.
 LED light produce more light per watt than an incandescent and halogen bulbs.

23. 23
Erthen Residential Lighting
Experience the difference”
LED Home Lighting provides high quality LED lighting products for landscaping, interior and
exterior applications for the home Household LED light bulbs can outlast regular bulbs more
than 30 to 1. Imagine not having to drag out a ladder to change that hard-to-reach bulb for 10
years! An LED bulb can light your porch or driveway, staircase or hallway all night and use less
energy than your old light bulbs did in just one or two hours! With energy efficient LED lights
you save money, you will make your home safer and more secure and you do something good
for the environment -- all at the same time!
Features and Benefits of Home lighting:
 Long-lasting - LED bulbs last up to 10 times as long as compact fluorescents,
and far longer than typical incandescent.
 Durable - since LEDs do not have a filament, they are not damaged under
circumstances when a regular incandescent bulb would be broken. Because they
are solid, LED bulbs hold up well to jarring and bumping.
 Cool - these bulbs do not cause heat build-up; LEDs produce 3.4 btu's/hour,
compared to 85 for incandescent bulbs. Common incandescent bulbs get hot and
contribute to heat build-up in a room. LEDs prevent this heat build-up, thereby
helping to reduce air conditioning costs in the home.
 Mercury-free - no mercury is used in the manufacturing of LEDs.
 More efficient - LED light bulbs use only 2- 15 watts of electricity (1/2 to 1/5th
of CFL or Incandescent bulb). LED bulbs used in fixtures inside the home save
electricity, remain cool and save money on replacement costs since LED bulbs
last so long.

24.  Cost-effective - although LEDs are initially expensive, the cost is recouped over
time and in battery savings. But the cost of new LED bulbs has gone down
considerably in the last few years. and are continuing to go down.
24
POWER GENERATION
Power is finite and terminable. The demand for power has increased and at the same time, the
need to protect the environment is cardinal. Being a limited resource, fossil fuels are slowly
dwindling along with other natural resources besides, they also harm the environment.
Power generation accounts for 67% of the world’s carbon emissions, which scientists blame for
rising temperatures and increasingly severe weather. Catering to the imperative need of
conserving energy for a greener tomorrow, the Umang initiative by MNGTL is pitched squarely
at the villages that have never seen electricity, but is embedded within a wider framework of
environment- friendly electrification.
Apt use of abundant solar & biomass power combined with improved technology to tap energy
deficit has paved way for Umang Nagri, the villages lit-up by MNGTL under
the Umang initiative.
This Vertical covers Mini/Micro grid Power Plants for rural electrification, Roof-top installations
for urban and semi-urban areas, and Solar pumps for irrigation and drinking purposes:
Products under Power Generation
 Rural Electrification through Solar and Biomass Power Plants
 Solar Roof-top Power Plants
 Solar Pumps
Rural Electrification
Under the Power Generation Vertical, Minda NexGenTech Ltd. is adopting an innovative
approach to combine Energy Access in rural areas with Sustainable Rural Development. The
money thus collected can be utilized as part of a Revenue Generation/Entrepreneurship Model,
or a Social Development Model.
Under the Revenue Generation/Entrepreneurship Model, a local entrepreneur can invest in the
Power Plant and provide electricity and related services to the village households. The revenue
collected would be used to pay for the upkeep and maintenance of the Power Plant, EMIs for any
loan that may have been taken for the purpose, and to generate a return on the investment made
by the entrepreneur.
Under the Social Development Model, revenue collected can be used partly to pay for the
maintenance and upkeep of the Power Plant, and the remaining money can be used for Village
Development and/or to facilitate Village level activities that will generate employment and
provide avenues for improving the income levels and for the economic development of the
village.

25. The objective of Minda NexGenTech Ltd. is to develop a model that is sustainable and scalable,
and which can be replicated quickly across a large number of villages.
25
There are two types of plants
(1)Solar Power Plant
(2)Bio Mass Power Plant
Solar Power Plant
A Solar Power Plant is the most cost-effective way to bring power to areas that are located far
from the grid or where other sources are neither available nor can be harnessed in a financially
viable manner. Depending on the load demand, a Solar Power Plant ranging from 240W to100
KW capacity), can be set up. A low-gestation period, simple operation and maintenance makes
Solar Power Plants the most efficient and cost-effective way of rural electrification.
Advantages of solar power plants:
 Solar energy is clean & economical.
 Low Maintenance
 Carbon Emission free
 The scarcity of non-renewable energy sources can be brought down.
 Longevity - solar panels can last over twenty years.

26. 26
Bio Mass Power Plant
Biomass is a versatile source of energy. It can generate electricity, and produce fuel. The term
Biomass applies to a wide range of materials, but the main resources are short rotation forest
crops, wood wastes (e.g. saw dusts), sugar crops (e.g. bagasse), starch crops, herbaceous
lignocellulose crops, oil crops and agricultural wastes (e.g. rice hull).
Use of Biomass gasification for power production is optimum for many rural areas in India that
have excellent access to biomass but not grid connectivity.
Advantage of Bio Mass Power Plant
 Easy availability of Biomass.
 It is renewable and uses low-cost waste products.
 Sources are locally produced.
 Helps in reducing greenhouse gase
Roof Top Installation
These systems cater to industries, housing complexes, commercial establishments, commercial
complexes, institutions and others present in semi-urban, urban and rural areas and are designed
to meet electrical loads by producing the power from solar panels. Electricity produced by the
system can meet the partial or total electrical load based on the system capacity.
Features:
 SPV systems with or without grid interaction
 System capacity ranging from 1KW to Mega Watt size plants.
 High efficient crystalline silicon module for reliable operations.
 Power Conditioning Unit (PCU) consists of high efficiency inverter.
 Metallic frame structure with corrosion resistant and adjustable tilt angle.

27. 27
Advantages:
 Life of solar panels is 20 to 25 years.
 Reliable operation through high efficiency crystalline silicon module.
 Enormous savings of fuels and electricity.
 System autonomy built to operate even during non-sunny days.
Solar Pumps
A solar powered pump operates on Solar Energy and can be more environment friendly and
economical in its operation.
Solar powered water pumping systems are used to pump water from boreholes, wells, lakes or
rivers where electric or diesel power is unavailable or unreliable.
Reliability is the corner stone of a Solar Pump system as they are designed to operate without
any human interference in the remotest parts. These Pumping systems can run for years without
maintenance.
Existing AC Powered pumps can also be energized through Solar Energy with modifications.
Minda NexGenTech Limited provides tailored/customized solutions to draw the most
optimized output from the existing pumps driven on AC power.
Advantages:
 No Fuel Costs
 Reliable and long life
 Low maintenance
 No human interference
 Non-Polluting

28. 28
SERVICE
Minda NexGenTech Limited creates compelling propositions that deliver lasting value to
customers, with the vision to provide an “end to end”/ “One stop shop” solution and customer
delight, Services Vertical has been introduced.
We keep the relationship with the customers and take on full responsibility for our products. Our
service capabilities not only span across our own brands but also to the products we distribute.
We are adept at providing services across the entire product range offered by us. Our presence
at different locations including even remote towns thus providing us with the proficiency of
servicing our consumers timely and have plans for another 300 dedicated service locations in
Umang Service Center format to cater to the remotest corner of the country.
Under Services Vertical we Offer:
 Installation & Commission
 After Sales & Annual Maintenance Contract
 Clean Development Mechanism
Installation & Commission
 Power Plants – Solar & Biomass
 Street Lights/Outdoor Lights
 Home Lights
After Sales & Annual Maintenance Contract
 Solar/Biomass Power Plant
 Street Lights (Solar/AC)
 Home Lighting System
 Solar LED Lantern
 Other LED Lights
Clean Development Mechanism
Under the Clean Development Mechanism Solutions, the installations done by Energy
Efficiency andPower Generation will aggregated and processed for claiming the carbon credits.
The company is in the process of laying the foundation for providing its expertise to both the
verticals and help the business to ensure its Corporate Social Responsibility.

29. 29
CURRENT PROJECT
Minda Nexgen Tech Ltd are doing the many project in the country.
Projects in other states are the following
 1.2 KW Solar Power Plant, Village Nagla Dhuli, Firozabad, Uttar Pardesh
 240W DC Solar Power Plant, Village Rayba, Firozabad, Uttar Pradesh
 240W DC Solar Power Plant, Village Ganeshpura, Soda, Disst Tonk, Rajasthan
 240W DC Solar Power Plant, Village Indra Nagar, Soda, Disst Tonk, Rajasthan
 240W DC Solar Power Plant, Village Rajendra Nagar, Soda, Disst Tonk, Rajasthan
 240W DC Solar Power Plant, Village Shemba, Disst Buldana, Maharashtra
 240W DC Solar Power Plant, Village Shemba, Disst Buldana, Maharashtra
 240W DC Solar Power Plant, Village Shemba Gomti, Disst Buldana, Maharashtra
 32 KW Biomass Power Plant, Dist Araria, Bihar
Projects in Tamil Nadu are the following
 Chief Minister’s Solar Powered Green House Scheme
 Chief Minister's Solar Rooftop Capital Incentive Scheme

30. OBJECTIVES OF THE STUDY
30
 PRIMARY OBJECTIVE
 SECONDARY OBJECTIVE
Primary Objective:
 To identify the service quality of the Minda Nexgen Ltd in the Government
Project.
 To study the factors that beneificiary mainly consider after installation.
Secondary Objective:
 To identify the reliability of the Minda Nexgen products.
 To measure the quality and service strategy of Minda Nexgen Ltd.
 To analyze the replacement and Warrantee period.

31. NEED FOR THE STUDY
Today globalization and liberalization are affecting of not only developing but also
developed countries. The focus areas for organization are also changing from
profit maximization to maximizing profits through increased customer
satisfaction. The pressures of competition are forcing the organizations to not
only look on the processes but also on the way they are delivered. During past
two decades business scenario has changed drastically.
SCOPE OF THE STUDY
Some of the key changes that have taken place in the business are:
 Horizontal business processes replacing vertical functional approach.
 Greater sharing of information with all connected links and customers.
 Greater emphasis on organizational and process flexibility.
 Necessity to coordinate processes across many sites.
 Employee empowerment and the need for rules-based real time decision
31
support systems.
 Competitive pressure to introduce new service/products more quickly.
 Integrated customer driven processes.
 Quick response to customer needs.
 Worldwide relationships between various trade partners, suppliers etc.
 Easily accessible in information through internet.
 Flexible and efficient service/product customization.
Owing to the factors like opening up of markets, increase in use of IT, increased
customer knowledge and awareness etc., it become a must to deliver the services
better than its competitor at agreed price. In this context, the subject of service
quality needs fresh understanding in the current business scenario. This study can
help to identify the research gaps and thus attempts to provide benefits to
practicing managers and researchers.

32. 4. REVIEW OF LITERATURE
32
Allan Yen-Lun Su, Ph.D-(1995)
The service quality in a chain-operated steakhouse using a modified version of the DINESERV
instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service quality, being
tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire
survey will be conducted on a two-week period during lunch and dinnertime at all 14 steakhouse
restaurants. All customers who come to restaurants for lunch and dinner during the two-week
research period will be asked to complete the questionnaires. The Cronboch Coefficient Alpha
will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to
determine the differences of customers’ perceived service quality for five dimensions between
two meals and different groups of loyalty. In addition, correlation analysis will be used to
determine the relationship between customers’ perceived service quality and customers’
characteristics such as gender, marital status, age, and reasons for dining. The results of this
study will asssist restaurant management to assess the service quality provided to its patrons.
Results of this study will also help restaurant management establish a total quality management
(TQM) program to improve overall service quality to its patrons.
Marjolijn Van Der Velde -1990
This service strategy paradigm draws upon the prevailing manufacturing strategy literature in its
definition of strategic operations choices and critical success factors. We show that to make a
service delivery system a potential marketing tool, critical success factor criteria must be based
upon the explicit service task or mission which coincides with as service operations strategy. We
illustrate how critical success factors are the linchpin between operations and marketing in
service organizations. Assessing critical success factors is the first step of a process which
determines the strategic role that operations can play in a service firm. Using a sample of 117
retail banks, our paper explores industry critical success factors along two dimensions, one is
market-oriented and the other is competitor-oriented. We derive a framework, which we label the
Customer/Account Base (CAB) matrix, to serve as a decision-aiding tool to evaluate the relative
competitive positioning of a service firm. Our analyses show that quadrants on the CAB matrix
coincide with four stages of capability development, similar to those found in manufacturing by

33. Hayes and Wheelwright (1984), reflecting the strategic role a service delivery system design
plays in meeting the competition.
33

34. 5. RESEARCH METHODOLOGY
34
RESEARCH:
Research is the process of finding solutions to a problem after thorough study analysis of
the situational factors.
Research is a process through which we attempt to achieve systematically and with the
support of data the answer to a question, the resolution of a problem, or a greater understanding
of a phenomenon.
Research is a process of systematic enquiry or investigation into a specific problem or
issue that leads to new or improved knowledge.
RESEARCH DESIGN:
A research design is the arrangement of the conditions for the collections and analysis of
the data in a manner that aims to combine relevance to the research purpose with economy in
procedure. In fact, the research design is the conceptual structure within which research is
conducted, it constitutes. The blue print of the collection, measurement and analysis of the data.
As search design includes an outline of what the researcher will do from writing. The hypothesis
and its operational implication to the final analysis of data.
TYPE OF RESEARCH:
DESCRIPTIVE RESEARCH:
Descriptive research was adopted in this study. In this research includes surveys and fact
finding enquiries of different kinds. The major purpose of descriptive research is description of
the state of affairs as it exist at present. The main characteristics of this method is that the
researcher has no control over the variables. They can only report what is happened or what is
happening.
It is an attempt by the researcher to discover causes even when they cannot control the
variables. Its main purpose is description of the state of affairs as it exists at present. The

35. researcher has no control over the variables. He can only report what has happened or what is
happening. In descriptive study the researcher seeks to measure items such as, frequency of
shopping, preferences of people etc. method of research utilized are, survey methods of all kinds,
comparative methods and co-relational methods.
35
SOURCES OF DATA:
In business research collection of data plays a dominant role. Data is required to make
decision in any business situation on the researcher is faced with one of the most difficult
problems of obtaining suitable, accurate and adequate data. As soon as the research design has
been decide, the next step is that of selecting the sources of data. Based on the nature and
purpose of the study researcher can go for various modes of data collection. Data sources can be
classified into two categories namely
 Primary Data
 Secondary Data
Primary Data:
The primary data used in our research is questionnaire. The primary data are those, which
are collected afresh and for the first time, and thus happened to be original in character. Primary
data are information collected or generated by the researcher for the purpose of the project
immediately at hand.
Secondary Data:
Secondary data are based on the reports of the company. It also concerns the data
available in the magazines, journal and other sources.
PERIOD OF THE STUDY:
The period of our study project is 1 months.
DATA COLLECTION METHOD:
There are several methods of collecting primary data, particularly in surveys and
descriptive researchers. Some of the other include

36. 36
 Interview Method
 Questionnaire Method
In this study primary data is mainly collected through questionnaires. The questionnaire
is collected through the referred candidates. Collection of data through questionnaire seems to be
more popular particularly in case of big enquiries. This is being done to collect data from the
candidates.
SAMPLE DESIGN:
Sampling is a procedure to draw conclusion about the whole population by studying small part of
universe. Sampling method can be classified into two types.
a) Probability sampling
b) Non-probability sampling
SAMPLE SIZE:
The sample size for the project is 50.
SAMPLING TECHNIQUE:
The sampling technique for the project is Simple Random Sampling.
SIMPLE RANDOM SAMPLING:
Simple random sampling was adopted in this study. The sampling of each unit in the
universe has been known and has equal chance of being selected. The tools used for selection are
lots or random numbers. The advantage of the technique is easily understood and the survey’s
data result can be generalized to the defined target population with a pre-specified margin of
error ‘e’. The random samples allow the researcher to gain unbiased estimates of the
population’s characteristics.
STATISTICAL TOOLS:
The statistical tools used for the data collections are
 Percentage analysis

37. Percentage analysis:
Percentage method is used to make significant comparisons between various sets of data. Each
item in the table is expressed as a percentage of the total in such way as to facilities comparisons
of data and to describe the relationship between the variable under study.
THE FORMULA USED HERE IS GIVEN BELOW
No of Respondents
Percentage of Respondent = _______________________ *100
Total No. of Respondents
37

38. 6. RESULTS AND DISCUSSIONS
38
TABLE: 1
TABLE SHOWING THE OF RESPONDENTS
BENEFICIARY NO OF RESPONDANTS PERCENTAGES
TRICHY 16 32
VELLORE 24 48
ERODE 6 12
TIRUNELVELI 4 8
CHART: 1. CHART SHOWING THE BENEFICIARIES OF RESPONDENTS
Inference:
BENEFICIARIES
ERODE
TIRUNELVELI
TRICHY
VELLORE
From the above table it is inferred that 32% of the respondents Trichy, 48% of the respondents
Vellore, 12% of the respondents Erode and 8% of the respondents Tirunelveli.

39. 39
TABLE: 2
TABLE SHOWING THE REPAIR AND REPLACED
PARTICULAR RESPONDANTS PERCENTAGES
REPAIRED 21 42
REPLACED 29 58
CHART: 2. CHART SHOWING THE REPAIR AND REPLACED
INFERENCE
PAIRED
REPLACED
From the above table it is clear that 42% of respondent were repair and 58% of respondent were
replaced.

40. Response time
40
TABLE: 3
TABLE SHOWING THE DAY REQUIRED TO RESPONSE
NO OF DAY REQUIRED
TO RESPONSE
NO OF RESPONDANTS PERCENTAGE
WITHIN A DAY 10 20
ONE DAY 36 72
MORE THAN A DAY 4 8
CHART: 3. CHART SHOWING THE RESPONSE PERIOD OF THE SERVICE
Inference
MORE THAN 1 ONE DAY
ONE DAY
WITHIN ONE DAY
From the above table it is clear that 20% of service response made within a day, 72% of service
response and 8% of service response more than a day.

41. 7. FINDING
 48% of the respondents from Vellore
 58% of respondent saying that are replaced
 72% of beneficiary says that service has done within one day.
 This scheme mainly concerned on the back ward areas in the state.
 This project focus on the Lower Income Group
 This scheme helps to give the power to rural area.
 Service quality of the Solar Panel. CCU, LED and the Battery
 Expecting the usefulness of the project.
SUGGESTION
 Many of the customers are expecting the company to improve the quality of Minda solar
41
panel and the CCU.
 Company should find solution for the compliance of the customers.
 The customers were not satisfied with the quality of service so, they expect the quality of
the Service be improved.

42. 8. CONCLUSION
The Tamil Nadu Government has eventually to increase the consumption of solar power and to
provide the power to the rural people. These projects are taken over by the Minda Nexgen Ltd.
This project helps the rural parts of the Tamil Nadu. As far Government concern the Minda is
doing the project in efficient and effective manner. The CM’s solar greenhouse scheme helps
around 11, 000 beneficiaries in the state. The Minda’s main aim is to improve the service and the
quality of product used in the project.
42

43. APPENDIX
QUESTIONNAIRE ON SERCIVE QUALITY OF MINDA NEXGEN
Name:-
District:-
1. Are you the Beneficiary of Tamil Nadu CM’s Solar Powered Green House
43
Scheme
Yes No
2. Annual Income level of the Breadwinner
Below 1, 20,000 Between 1, 20,000 To 2, 00,000 Above 2, 00,000
3. Have you benefit from CM’ Solar Powered Green House Scheme
Yes No
4. Is it Viable to call the service personnel
Yes No
5. How much time taken by service personnel to respond
Within a day One day More than a day
6. Is service personnel contacted before reaching the Beneficiary place
Yes No
7. Is the service personnel given the demonstration
Yes No
8. What is the problem occurred
CCU Battery LED Panel
9. Whether the service personnel clearly explain about the problem
Yes No
10.What is the reason for the fault
CCU Panel Battery LED
11.Whether the faulty units are
Replaced Repaired
12.Are you really benefited from this scheme
Yes No
13.Is the Electricity bill reduced
Yes No
14.Write down any other Queries

44. BIBILOGRAPHY
 Jain, Manisha, Gaba, Vikas and Srivastava, Leena (2006), “Managing Power Demand; A
case study of residential sector in Delhi”, TERI
 Ministry of Power, Power Sector at a Glance “All India”
http://www.powermin.nic.in/JSP_SERVLETS/internal.jsp. Last accessed on 16th December
2010
 Ministry of New and Renewable Resources, Annual Achievement 2010-11
http://www.mnre.gov.in/. Last accessed on 16th December 2010
 Meisen, Peter (2006), “Overview of Renewable Energy Potential of India”, Global Energy
44
Network Institute
 Garud, Shirish (2010), “Making solar thermal power generation in India a reality”, pp 2.
TERI
 Agarwal, P.K. (2010), “Renewable Energy and Renewable Energy Certificates in Indian
Context”, Electrical India magazine, April 2010, pp 112-117
 SEMI India PV Advisory Committee (2009), “The Solar PV Landscape in India – An
Industry Perspective”, PV group
 Chaurey, Akanksha (2003), “Solar Photovoltaics in Sunderbans, India – A combination of
government and community financing”, APEIS Research on Innovative and Strategic Policy
Options
 Service Quality in a Chain-operated Steakhouse
 6 March 1990. Accepted 3 January 1992. Available online 17 April 2002