Godrej & Boyce Mfg. Co. Ltd.

AHMEDABAD
PRESENTATION BY,
HARDIK SHAH
MBA-2009-2011
ROLL. NO. 48
1
1. Founder oI Godrej was Mr.Ardeshir Godrej.
2. Godrej & Boyce MIg co Ltd established at Lalbaug Mumbai
on 7
th
May 1897.
3. In the year 1918, Godrej soaps limited came into light.
4. Godrej entered in FMCG sector in 1971.
5. Godrej entered in Real State sector in 1990.
6. In April 2001,Godrej consumer Products Ltd. (G.C.P.L) came
into light.
7. Godrej entered in BPO Solution & Services Space in 2003
(Godrej Global Solution Ltd).
8. Godrej has completed its 111 years.
9. Employees 10,700 (including 2,000 in Sales and Service)
10. Fiscal Year 2008-09: Rs. 43 billion (US$ 881 million)
Combined Sales oI the Company and its major subsidiaries
and aIIiliates, Ior FY 2008-09: Rs. 107 billion (US$ 2.3
billion)
2
< BOARD OF DIRECTORS
< Chairman & Managing Director: Jamshyd N. Godrej
< Executive Directors:
< !hiroze D. Lam
< Kyamas A. !alia
< Vijay M. Crishna
< Anil G. Verma
< on-executive Directors
< Adi B. Godrej
< Nadir B. Godrej
< Kavas N. !etigara
< Behram A. Hathikhanavala
< Fali !. Sarkari
< !radip !. Shah
< Anita Ramachandran
3
< The company has a network- 38 company owned showroom.
< More than 2200 wholesale dealers, and more than 18,000
retail outlets.
< The company has representative oIIices in Sharjah(UAE),
Nairobi(Kenya), Colombo(Srilanka) and Riyadh(Saudi
Arabia).

Contd...
< Mission:-
< Godrej Mission is to operate in existing and new businesses which capitalize on the
Godrej brand and corporate image oI reliability and integrity.
< Godrej objective is to delight our customer both in India and abroad.
< We shall achieve this objective through continuous improvement in quality, cost
and customer service.
< We shall strive Ior excellence by nurturing, developing and empowering our
employees and suppliers.
< We shall encourage an open atmosphere, conducive to learning and team work.
< 'ision:-
< GODREJ IS dedicated to DELIVER SUPERIOR STAKEHOLDER VALUE by
providing solutions to existing and emerging consumer needs in the Household &
Personal Care business.
< We will achieve this through ENDURING TRUST & RELENTLESS
INNOVATION delivered with PASSION & ENTREPRENEURIAL SPIRIT.

odrej roup Structure

<

%e odrej roup
The Godrej Group has interests in a wide range oI businesses. Apart Irom GCPL, the Major
Companies in the Group include:
odrej & Boyce Manufacturing Co. Ltd a leading manuIacturer oI oIIice and home
Equipment including appliances, Iurniture, locks, security equipment, storage solutions And
Industrial equipment.
odrej Industries Ltd. a leading manuIacturer oI oleo chemicals that are used in more than
two dozen industries. The Company also has a presence in the Ioods business.
odrej Agro vet Ltd. - the market leader in animal Ieeds and innovative agri products in
India. The Company also has a presence in the branded poultry, rural retailing and oil
palm sectors.
odrej International Ltd. engaged in international trading.
odrej Sara Lee Ltd. - a joint venture with Sara Lee Corporation, USA and a leading
ManuIacturer oI household insecticides.
eometric Ltd. a specialist in Product LiIecycle management soItware solutions Ior the
Mechanical design, manuIacture and industrial markets.
odrej Properties Ltd. - a leading developer oI residential and commercial premises.
odrej Hersey Ltd. markets juices, Iruit drinks, and soya milk based drinks, edible oil and
Packaged tea. In FY 2006, GBFL has acquired 100 percent stake in Nutrine ConIectionery
Company Pvt. Ltd.` (Nutrine). In April 2007, the company entered into a joint venture with the
Hershey Company, North America`s leading Chocolate and conIectionery manuIacturer, to
ManuIacture and distribute conIectionery, snacks and beverages across India. Being part oI the
Godrej Group allows Godrej Consumer Products to draw upon the rich heritage and Experience
oI the Group.

1 - Godrej & Boyce Mfg. Co. Ltd established

< 11 - Godrej Soaps Limited incorporated
< 11- Godrej Started Manufacturing Forklift Trucks in ndia
< 11- Godrej Agro Limited began as an Animal Feeds division of
Godrej Soaps
< 1 - Veg oils division in Wadala, Mumbai acquired
< 1 - Godrej !roperties Limited, another subsidiary, established
< 11 - Foods business started
< 11 - Godrej Agro Limited incorporated
< 1 - Transelektra Domestic !roducts acquired
< 1 - Transelektra forged a strategic alliance with Sara Lee USA
1
< 1999 - Transelektra renamed Godrej Sara Lee Limited
< 2001 - Godrej Consumer Products was Iormed as a result oI the demerger oI
Godrej Soaps Limited. Godrej Soaps renamed Godrej Industries Limited
< 2002 - Godrej Tea Limited set up
< 2003 - Entered the BPO solutions and services space with Godrej Global
Solutions Limited
< 2004 - Godrej HiCare Limited set up to provide a SaIe Healthy Environment to
customers by providing proIessional pest management services
< 2006 - Foods business was merged with Godrej Tea and Godrej Tea renamed
Godrej Beverages & Foods Limited
< 2007 - Godrej Beverages & Foods Limited Iormed a JV with The Hershey
Company oI North America and the company was renamed Godrej Hershey
Foods & Beverages Limited
< 2008 - Godrej relaunched itselI with new colorIul logo and a Iresh identity
music
11
Industrial Products Consumer Products Services
Tooling Locks Construction
Material Handling Equip Furniture & Interior Tech Services
Process Equipment Storage Solutions Property development
Precision Engg. Systems Appliances Enviro-tech Services
Precision Components &
Systems
Prima communication
Solutions
Electrical & Electronics
Security Equipments
12
C00REJ & oyce
Hfg.6o.Ltd
Security
Equipment
Division
Furniture's
Goods
Home
AppIiance
A.C
Refrigerator
Washing
Machine
Microwave
MateriaI
HandIing
Equipment
13
Refrigerators Air-Conditioners Wasing Macines Microwave Ovens
Direct cool
Cold Gold Deluxe
Pantacool v2/v5
Pantacool
Axis
No.1
GDC 1105
Edge
Neo
Spilt AC
Mirror Star Series
Silver Line Series
Pearl Series
Ivory Series
Lunar series
Champagne series
Fully Automatic
Front Loading
Top Loading
Steam
Convection
rill/combination
Solo
Frost free
EON
Pantacool
Window AC
Glacia Series
Helix Series
Semi Automatic
1
SAMSUN
IN%RODUC%ION:-
< From its inception as a small export business in Taegu, Korea, Samsung
has grown to become one oI the world`s leading electronics companies
,specializing in digital appliances and media ,semiconductors ,memory, and
systems integration ,today Samsung s innovative and top quality products
and processes are world recognized .this time line captures the major
milestones in Samsung s history , showing how the company expanded its
product lines and reach ,grew its revenue and market share ,and has
Iollowed its mission oI making liIe better Ior consumers around the world .
< On March 1, 1938, founding chairman Byung-Chull Lee started a
business in 1aegu, Korea, with 3, won.
< Latest Arcives of Samsung
< SAMSUNG launches the largest 5 Star rated reIrigerator range, 'Freshtech
Ultima' in the Indian market
< SAMSUNG launches its 2009 range oI bio sleeplus air conditioners
1
< 'ISION:-
< Samsung is guided by a singular vision: to lead the digital convergence
movement.
< Samsung believe that through technology innovation today, we will Iind
the solutions we need to address the challenges oI tomorrow. From
technology comes opportunity Ior businesses to grow, Ior citizens in
emerging markets to prosper by tapping into the digital economy, and Ior
people to invent new possibilities.
< It`s our aim to develop innovative technologies and eIIicient processes that
create new markets, enrich people`s lives and continue to make Samsung a
trusted market leader.
< MISSION:-
< To create technology products and services that leads the industry.
< To put into place more eIIicient management and production processes.
< To maintain the steadIast Iocus on strengthening our organization, on
continuing to be a global technology leader and trusted, responsible
company.
1
L.
< IN%RODUC%ION:-
< Birt and establisment of a new era for electronics industries
< LG Group Iounder In Hwoi, Koo set LG history in motion with the
establishment oI the Lak Hui Chemical Industrial Corp. in 1947. During
those Iormative years, the company emphasized the principle oI creating
harmony among people. The employees believed that mutual trust and
responsibility were crucial to accomplishing business objectives.
< In 1952, Lak Hui (currently LG Chem.) became the Iirst Korean company
to enter the plastics industry. As the company expanded its plastics
business, it established Gold star Co., Ltd., (currently LG Electronics Inc.)
in 1958. In 1959, Gold star produced Korea's Iirst radio, opening a new era
Ior the nation's electronics industry. In the early 1950s, LG had already
established the Ioundation Ior its two major sectors-the chemical and
electronics businesses-thereby leading the development oI Korea's
industries.
<
1
< Korea vigorously implemented economic development plans and gradually
consolidated the groundwork Ior its growth, emerging as a developing
nation. Accordingly, LG gradually expanded its chemical and electronics
businesses, which created the Ioundation Ior a big business group.
< During this decade, Gold star Co., Ltd., produced Korea's Iirst electronic
products such as electric Ians in 1960, reIrigerators in 1964, black and
white televisions in 1966, air conditioners in 1968, and washing machines
and elevators in 1969. Gold star soon became Korea's leading company in
the chemical, energy, and electronics industries.
< 1996: LG Established in India
1
< Aiant leap toward te future :-
< LG has adopted new visions Ior the 21st century. Its new visions are to
develop a corporation where employees reach their Iull potential,
shareholders maximize their value, and consumers are satisIied and
touched emotionally.
< On March 1, 2003, LG launched its comprehensive holding company LG
Corp. LG became the Iirst major Korean corporation to introduce a holding
company structure with advanced corporate governance. By converting its
structure into the holding company system, where investment and business
divisions are separated, LG committed itselI to overcoming chronic
problems that most oI Korea's large companies had in governance,
especially in circulatory investments between subsidiaries.
< LG is now striving to IulIil its goal oI becoming a Iirst-class corporation by
embracing
< "Jeong-Do" Management and continuous innovation
1
WHIRLPOOL
< ITRODUCTIO:-
< Whirlpool Corporation today is the world's leading manuIacturer and marketer
oI major home appliances. Whirlpool realizes annual sales oI approximately
$19 billion, has 70,000 employees and maintains 69 manuIacturing and
technology research canters around the world. We market Whirlpool, Maytag,
Kitchen Aid, Jenn-Air, Amana, Brastemp, Consul, Bauknecht and other major
brand names to consumers in nearly every country around the world.
< Our beginnings, though, were much more humble, based on a business Iailure
and the vision oI one Iamily. In 1908, Lou Upton invested his savings in a
venture to manuIacture household equipment. When that company Iailed to
materialize, Upton was oIIered the opportunity to select something oI value
Irom the Iailed venture as a return on his investment. He chose the patents on a
hand washing machine that he thought might be electriIied.
< Whirlpool Corporation is a leader oI the $100 billion global home appliance
industry. Our appliances are marketed in nearly every country around the
world.
2
< Wirlpool`s 'ision:-
< Every Home. Everywere. wit Pride, Passion and Performance
< Vision reinIorces that every home is our domain, every customer and
customer activity our opportunity. This vision Iuels the passion that we
have Ior our customers, pushing us to provide innovative solutions to
uniquely meet their needs.
< Pride... in our work and each other
< Passion... Ior creating unmatched customer loyalty Ior our brands
< Performance... that excites and rewards global investors with superior
returns we bring this vision to liIe through the power oI our unique global
enterprise and our outstanding people... working together... everywhere.
21
< Wirlpool`s 'alues:-
< Values are constant and deIine the way that all Whirlpool Corporation
employees are expected to behave and conduct business everywhere in the
world.
< Respect: - We must trust one another as individuals and value the
capabilities and contributions oI each person.
< %eamwork: - We must recognize that pride results in working together to
unleash everyone`s potential, achieving exceptional results.
< Spirit of Winning: - We must promote a Whirlpool culture that enables
individuals and teams to reach and take pride in extraordinary results and
Iurther inspire the "Spirit of Winning" in all on us.
22
A. %e primary objective of te study was, to analyze te position of
odrej against its competitors.
B. %e secondary objectives of te study was:-
< To know that how many Iamily use the home appliance.
< To know that which brand customer more like.
< To know that satisIaction level oI uses the other company products.
< To know that the customer knowing about the Godrej products.
< How many Iamilies use the Godrej products? Why.
< How many Iamilies do not use the Godrej products? Why.
< To know the customer want to purchase in Iuture. Why and why not?
< To know that, compare to the other product or appliance how would you
the rate Godrej products.
23
< To know that, which Iactors inIluence the customer purchases any
products.
< To know that satisIaction level oI Godrej products.
< To know the complete satisIaction oI all problems solved/attended aIter
purchase the product. ( Godrej customer service )
< To make suggestion, iI any Iurther requirement in Godrej product.
< To make suggestion, iI any to improve existing condition.
2
< The survey was conducted in AHMEDABAD CITY and with the study we
can get some suggestions Irom customer Ior service improvements in terms
oI quality. In the study we can Iind out the levels oI customer satisIaction.
we can also identiIy the causes Ior customer dissatisIaction like
Relationship, more service charges, and delivery oI the product.
< This research is aimed at proIiling the standard customer with an aim to
increase the network and improve company-customer relations. The
inIormation gathered through this research can be used by the company to
improve its services and became more customers Iriendly. This can
increase the goodwill oI the company and its overall perIormance.
< Thus this study is aimed to provide the management with some knowledge
about its status in market both in terms oI sales and customer awareness.
The research also aims to provide some ideas to improve the company`s
present condition.
2
< The sample size oI customer is limited to 200 because oI time and cost
Iactor.
< The inIormation collected may not be suIIicient and reliable in terms oI
total market conditions in Ahmadabad.
< The study was time bound.
< Many oI the respondents were not open with their responses.
< Majority oI the customers were too aggressive in nature.
< Lack oI customer cooperation was a major constraint.
< There may be error due to bias oI respondents.
< The behaviour oI the customers while approaching them to Iill the
questionnaire was unpredictable.
< Some oI the security guards are not co-operative.
2
< PRIMARYDA%A:-
< Primary data reIers to data that is collected aIresh and recorded Ior the Iirst
time. Primary data are those data i.e. collected by the researcher himselI. It
thus happens to be original in nature. The various methods oI collecting
primary data are perIorming surveys, census, through observation or
through correct communication with respondents. But basic manner oI
primary data collection is survey method. The primary data Ior the study
was collected through questionnaire and inIormally.
< The primary data is collected Irom a questionnaire which is having 15
questions. Every question is having its own value and it provides various
aspects oI this report. For collecting the data we go through the customers
situated in Ahmadabad city area.
2
< SECONDARY DA%A:-
< Secondary data reIers to that which has already been collected by someone
else.
< Secondary data Ior the study was collected Irom:-
< Published literature
< Company published data and broachers
< Internet
< Commercial service
< Books
2
< Area of te study:-
The study was mainly concentrated on Ahmadabad city.
< Researc Design:-
Descriptive Research: Descriptive research includes survey and Iact-
Iindings enquire oI diIIerent kinds. The major purpose oI descriptive
research is description oI the state aIIairs, as it exists at present.
< Data Collection:-
The study is based on the data collected through primary and secondary
sources.
< Primary Data:-
An interview schedule was designed to collect primary data Irom various
customers.
< Secondary Data:-
Secondary data was collected Irom journals, magazines, web sites and Irom
other relevant publications.
2
< Sampling Design:-
The sampling design mainly consists oI the sample taken Ior the study
along with the sample size, sample Irame and sampling method.
< Sample Universe:-
All customers those who are uses in the selected Area`s in Ahmedabad
were taken as the sample universe.
< Sample Size:-
From the universe, sample sizes oI 200 customers were selected Ior the
purpose oI the study.
< Sample Frame:-
The customer was selected on a random basis Irom which the respondents
were selected based on convenience.
< Sampling Metod:-
Convenience sampling was used, based on the willingness and availability
oI the respondents. The study was conducted on customer with diIIerent
type oI brand business in same segment.
3
< Meaning of te Researc Design:-
< Research design is the arrangement oI conditions and analysis oI data in a
manner that aims to combine relevance to the research purpose with
economy in procedure. In other words it is a logical and systematic plan
prepared Ior directing a research study. It speciIies the objectives oI the
study, the methodology and the techniques to be adopted Ior achieving the
objectives.
< Exploratory:-
< Exploratory research is used when one is not conversant with the problem
environment such type oI investigation is mainly concerned in determining
the general nature oI the problem and variables related to it.
< Exploratory research is done through surveys to Iind the various aspects oI
customer satisIaction like margin, service charges, service delivery, etc.
Questionnaire is prepared to collect the primary data.
31
< Comparative researc:-
< Comparative research, simply put, is the act oI comparing two or more
things with a view to discovering something about one or all oI the things
being compared. This technique is oIten utilizes multiple disciplines in one
study.
< Customer satisfaction:-
< It is a business term, is a measure oI how products and services supplied by
a company meet or surpass customer expectation. It is seen as a key
perIormance indicator within business and is part oI the Iour perspectives
oI a balanced score.
< Measuring customer satisfaction:-
< Organizations are increasingly interested in retaining existing customers
while targeting non-customers measuring customer satisIaction provides an
indication oI how successIul the organization is at providing products
and/or services to the marketplace.
32
< Customer Perception:-
< Customer perceptions are what indicate whether you have achieved
satisIaction or not. In other words, they represent stepping stones along a
continuum. Perceptions accumulate over time and gradually equate to
either satisIaction or dissatisIaction. You job is to understand and act on
these perceptions so the Iinal result is customer satisIaction.
< Consumer Beaviour:-
< I consumer business context reIerred to as the study oI when, why, how,
where and what people do or do not buy products. It blends elements Irom
psycology, sociology, social, antropology and economics. It attempts to
understand the buyer decision making process, both individually and in
groups. It studies characteristics oI individual consumers such as
demograpics and behavioural variables in an attempt to understand
people's wants. It also tries to assess inIluences on the consumer Irom
groups such as Iamily, Iriends, reIerence groups, and society in general.
33
< Introduction to Analysis:-
< AIter tabulating, the data must be analyzed, researcher oIten use statistical
interpretation which concentrates on what is average or what deviates Irom
an average. Statistical interpretation, shows how widely the response vary
and how they are distributed in relation to the variable, being measured,
statistical market rely on estimates oI expected errors or deviation Irom the
two values oI population. The analysis and interpretation oI data may lead
the researcher to accept or reject the hypothesis being selected.
< Data Analysis %ools Used:-
< The process oI arranging data into groups or classes according to
resemblance and similarities is technically called classiIication.
ClassiIication is the process oI arranging the data into sequences and
groups according to their common characteristics or separating them into
diIIerent related parts.
3
< Hypotesis testing
< In the hypothesis testing, we use two kinds oI hypothesis Iirst the null
hypothesis and the other one is the alternative hypothesis.
< Null Hypotesis (Ho):-
< It is the statement that says that there exists no diIIerence between the
parameter (a measure taken by a census oI the population and prior
measurement oI a sample oI the population) and the statistic being
compared to it (a measure Irom a recently drawn sample oI the population)
< Alternative Hypotesis (Ha):-
< It is the statement that says that there exists a diIIerence between the
parameter (a measure taken by a census oI the population and prior
measurement oI a sample oI the population) and the statistic being
compared to it (a measure Irom a recently drawn sample oI the population).
An alternative hypothesis is the logical opposite oI the null hypothesis.
3
< Formulation of Hypotesis:-
< The more satisIied the customers are with the speed oI data transmission,
the higher is the customer satisIaction.
< The more satisIied the customers are with aIter sales service, the higher is
the overall satisIaction.
< The process oI getting the problem solved will increases the customer
loyalty and satisIaction.
< The higher is the overall satisIaction, the higher is the intention oI
additional purchase. (Up gradation or new purchase).
< The higher is the overall satisIaction, the higher is the intention oI
recommendation.
3
TABLE: 1~Table Showing how many Iamily use the home appliance in the
Ahmadabad.
NOTE: - R- ReIrigerator, W- Washing machine, M- Microwave,
A.C - Air -condition
!articuIar o. of Respondents !ercentage (%)
R W- M - A.C 32%
R 22%
R - W 3 1%
R - A.C 2 1%
R - M 3 2%
R W A.C 2 1%
R W - M 3%
R M A.C 3%
3
Interpretation: The above pie chart shows the number oI percentage oI uses the
home appliance in Ahmedabad city (surveyed area). We have the 200
Questionnaires by that we Iind that there are 65 people use all products. 45
people use only ReIrigerator, 35 people use R-W, 20 Ior R-A.C, 3 Ior R-M, 20
Ior R-W-A.C, 6 Ior R- W-M, 6 Ior R-M-A.C. On the basis oI that we can say
that the 32 people use all product, 22 Ior ReIrigerator, 18 Ior R-W, 10
Ior R-A.C and R-W-A.C, 2Ior R-M, 3 Ior R-W-M and R-W-A.C.
3
L. SUMSUN ODRE1 WHIRLPOOL 'IDEOCON O%HERS
64 65 25 24 10 12
Interpretation: The above pie chart shows the number oI percentage which
company product customer more like in Ahmedabad city (surveyed area). We
have the 200 Questionnaires by that we Iind that the customer are more like LG
and Samsung (32), Ior Godrej (13) , Ior whirlpool (12), Ior Videocon
(5) and Ior others (6).
%ABLE: 2> %able Sowing wic company products customer more like.
3
Ext. satisfied Very satisfied satisfied dissatisfied Ext. dissatisfied
2 11 1
12.% 2% % % 2.%
2S
S0
110
10
S
0
20
40
60
80
100
120
ext
sat|sf|ed
very
sat|sf|ed
sat|sf|ed unsat|sf|ed ext
unsat|sf|ed
Sat|sfact|on |eve|
Interpretation: The above table and chart shows that the number oI percentage is more
satisIied with current use oI home appliance in Ahmedabad city (surveyed area). We have
the 200 Questionnaires by that we Iind that the customers are more satisIied with current
use product. 55 satisIied, 25 very satisIied, 12.5 extremely satisIied, 5 unsatisIied,
2.5 extremely unsatisIied.

Refrigerator Washing Machine Microwave A.C

1 13 11
190
130
90
110
0
20
40
60
80
100
120
140
160
180
200
kNCWING LLVLL
kefr|gerator
Wash|ng mach|ne
M|crowave
AC
Interpretation: The above table and chart shows that the number oI Responded
knows the Godrej home appliance in Ahmedabad city (surveyed area). We have
the 200 Questionnaires by that we Iind that 190 customers know the ReIrigerator,
130 know Washing machine, 90 know Microwave, and 110 knowA.C.
1
YES NO
90 110
4S
SS
LS
NC
Interpretation: The above pie chart shows the number oI percentage use the
Godrej Home Appliance in Ahmedabad city (surveyed area). We have the 200
Questionnaires by that we Iind that 90 customers are use Godrej product and 110
customers are using other company product. So, 45 market share is Godrej
Company and 55 market share is other company.
2
Refrigerator Wasing macine Microwave A.C
50 26 4 10
Interpretation: The above pie chart shows that the number oI percentage Ior
home appliances used in Ahmedabad city (surveyed area). We have the 200
Questionnaires by that we Iind that 56 is the people use ReIrigerator, 29 use
washing machine, and 11 uses Air conditioner, 4 microwave.
3
YES NO
30 80
27
73
yes
no
Interpretation: The above pie chart shows that the number oI customer want to
purchased Godrej home appliances in Iuture in Ahmedabad city (surveyed area).
We have the 200 Questionnaires by that we Iind that 30 people want to purchased
out oI 110 and 80 people do not want purchased Godrej Appliances out oI 110.
So, 27 want to purchase and 73 do not want purchased Godrej Appliances.

Category Excellent 'ery good ood Fair poor 'ery poor

Service 5 10 15 35 15 30
Quality 5 15 15 35 20 20
Price 5 10 20 40 15 20
S
S
S
10
1S
10
1S
1S
20
3S
3S
40
1S
20
1S
30
20
20
0
10
20
30
40
S0
60
70
80
90
100
Lxce||ent Very
Good
Good Ia|r oor Very oor
r|ce
ua||ty
Serv|ce

< Interpretation: The above table and chart shows the reason Ior why the
others customer not purchase Godrej product here most customer says that
30 customer say Godrej service in very poor and 20 customer say that
Godrej price and quality is very poor. Then, 15 customers say that Godrej
service and price is poor and 20 say quality is poor. 35 customers say that
Godrej price is Iair, 35 customers say that quality and service is Iair. Then,
15 customers say that quality and service is good, and 20 customers say
that price is good. 15 customers say that Godrej quality is very good and 10
customers say that Godrej price and service is very good. Only, 5
customers say that Godrej price, quality, service is excellent.

Muc better Somewat

better
About same Somewat
worse
Muc worse Don`t know
20 30 60 55 10 25
10 15 30 27.5 10 12.5
0
10
20
30
40
S0
60
Comprat|ve to the other company product
Much better
Somewhat better
About same
Somewhat wores
Much worse
Dont know
Interpretation: The above table and chart shows compare to the other product or appliance how would
you the rate Godrej products here most customer say that, 60 customer say that Godrej product is same
to compare to the other product, 55 customers say that Godrej product is somewhat worse. 30
customers say that the Godrej product is somewhat better, and 25 customers don`t know, 20 customer
say that the Godrej product much better, 10 customer say that the Godrej product is much worse.

Brand Promotion
activities
Product feature Price Service Influence by
oter
45 40 25 30 55 5
22.5 20 12.5 15 27.5 2.5
40
2S 2S
30
SS
S
20
12S 12S
1S
27S
2S
0
10
20
30
40
S0
60
70
80
90
8rand romot|on
act|v|t|es
roduct
feature
r|ce Serv|ce Inf|uence
by other
ercentage
Actua| nos
Interpretation: The above table and line chart, which Iactors inIluence the customer,
purchases any products here mostly customer preIer service and brand. 27.5 preIer
service, 20 preIer brand, 12.5 preIer promotion activities and product Ieature, 15
preIer price, and only 2.5 preIer inIluence by other.

Category 'ery satisfied Satisfied Neutral dissatisfied 'ery

dissatisfied
Quality 15 22 42 8 3
'alue 10 25 40 13 2
Services 5 10 25 30 20
Usage
experience
10 20 40 15 5
1S
10
S
10
22
2S
10
20
42
40
2S
40
8
13
30
1S
3
2
20
S
0
S
10
1S
20
2S
30
3S
40
4S
Very Sat|sf|ed Sat|sf|ed Neutra| Unsat|sf|ed Very unsat|sf|ed
ua||ty
Va|ue
Serv|ce
Usage exper|ence

Interpretation: The above table shows that there are diIIerent level oI
satisIaction oI consumers oI Godrej product in Ahmedabad city (surveyed
areas) .42 out oI 90 show the satisIaction level oI Godrej quality are
neutral, as well as 22 shows it is satisIied, 15 shows it is very satisIied, 8
shows it is unsatisIied, 3 shows it is very unsatisIied. 40 out oI 90 shows
the satisIaction level oI Godrej product value are neutral, as well as 25
shows it is satisIied, 10 shows it is very satisIied, 13 shows it is unsatisIied,
2 shows it is very unsatisIied. 25 out oI 90 shows the satisIaction level oI
Godrej service are neutral, as well as 10 shows it is satisIied, 5 shows it is
very satisIied, 30 shows it is unsatisIied, 20 shows it is very unsatisIied. 40
out oI 90 shows the satisIaction level oI Godrej product usage experience
are neutral, as well as 20 shows it is satisIied, 10 shows it is very satisIied,
15 shows it is unsatisIied, 5 shows it is very unsatisIied.

Particular No. of Respondents Percentage ()

Yes, by te company or its
representative
50 55
Yes, but by someone outside te
company
25 28
No, te problem was not resolved 10 11
No, contact wit customer service 5 6
1
S0
2S
10
S
SS
28
11
6
0 10 20 30 40 S0 60
es by the company or |ts
representat|ve
es but by someone
outs|de the company
No the prob|em was not
reso|ved
No contact w|th customer
serv|ce
ercentage
Actua| nos
Interpretation: The above table and chart shows the complete satisIaction oI all
problems solved/attended aIter purchase the product. (Godrej customer service),
we Iind that 55 customers problem solved by the company or its representation,
28 customers problem solved by someone outside the company, 11 customer
problem was not resolved, 6 customer no contact with customer service.
2
< 1. Marketing.
< 2. Advertisement Both local and on television.
< 3. Enhance the quality oI product.
< 4. Enhance the service level oI company.
< 5.Make the Relation between customer and company well and to be
enhanced.
< 6 .Models oI product is look like old .so it has to be modulating.
< 7. Keep watches the service area.
< 8. Launch the new model.
< 9. Pricing.
< 10. OIIers. & Schemes
< 11. Customer wants to increase the warranty period and try to provide the
guaranty oI product Ior speciIic time.
< 12. Customer suggests that the company change the logo.
< 13. Customer Iurther requirement is loach LCD, LED, Home theatre, iPod,
Mobile, etc.
3
< Customer Ieels quality oI GODREJ product is Good, Like as LG and
SAMSUNG, WHIRLPOOL
< GODREJ has a better positioning in the minds oI customer.
< II an individual wants to have a Home Appliances then Godrej Priority
comes on third number.
< Quality oI the service provided sale aIter service plays an important role in
keeping the existing customers and to bring new customers.
< In pricing and reliability oI GODREJ S home appliances is rated very well
by most oI its customers.
< Quality oI the service provided plays an important role in retaining existing
customers and goodwill is created through word oI mouth in making new
customers.
< People are willing to pay more Ior new design and latest look.
< A number oI customers preIerred GODREJ Due to the brand name oI the
company (GODREJ)

< Customers were not happy that while they were purchasing old look
washing machine then others,
< Customers have complaints regarding the aIter sales service oI GODREJ.
Numbers oI customers have reported it poor and very poor.
< The overall satisIaction level oI customer is high.
< Customer thinks that brand name and promotion activities oI the company
can inIluence their purchase decision.

< Company should Iocus on pricing policy in comparison to its competitors

because its competitors provide same products in lower rates.
< The company should have to Iocus better design and colour Ior product.
< The company should Iocus on their aIter sale services
< Company Should Increase Man Power Ior sales.
< The customer rate quality oI the service as the most relevant one and hence
Godrej should maintain the quality in products and aIter Sale services and
should make improvements in this Ieature.
< Many customers asked Ior more inIormation about new schemes .So the
company can make use oI this opportunity, the company providing new
schemes in the marker.
< Company gives more emphasis on heavy advertising.

< Market strategies oI home appliances providers should emphasize in price

strategy.
< II any complaint is observed Irom the consumer, it should be dealt quickly.
This will reduce the chance Ior dissatisIaction. So the company have to a
customer care as other industries.
< The Company should advertise its home appliance as a result customer
would aware about the Godrej product.
< The sales & marketing oIIicer oI the company should regular visit to these
places so they can easily get the requirement oI the customer regarding
home appliance.
< Company should promote its home appliance through canopy.
< Palm plate should be distributed with business newspaper and other
popular newspaper.
< The company should position itselI as a liIe style Brand through
advertisement in leading newspaper.

< GODREJ is expanding its business every year by continuously trying to

acquire many new businesses in all over India.
< The project Titled 'Market demand analysis of Codrej Appliance" was
carried out among the customer in Ahmedabad city (In consumer
electronics segment). To increase the share in market and reach to the
customer Godrej should made Tie up`s with the Retail Store`s like, Next
Retail Store, Big Bazaars etc. Overall objective oI the study was to Iind out
the customer perception about Godrej`s product and their view, and to Iind
out their satisIaction towards the sale and service compare to its
competitors.

< The study revealed the picture oI customer perception and satisIaction
which help Godrej to encourage more people to be the
customers/consumers oI Godrej. That most oI customers are happy with it
consume the Godrej produce. And many other`s customer want to purchase
the Godrej product. And by study we get more oI customer are
complained about Godrej service, so it has to increase service oI Godrej.
< And also Marketing is key Iactor Ior everything in sale, and by study we
get more oI dealers are complained about localize marketing oI Godrej is
not supported as compare to others, so it has to increase at the end I want
say that Godrej have a good position in mind oI dealers and customers .