Professional Documents
Culture Documents
Customer Satisfactiont Inpiccaso Digital Media New
Customer Satisfactiont Inpiccaso Digital Media New
STUDY ON
“CUSTOMER
SATISFACTION AT
PICASSO DIGITAL MEDIA”
1
EXECUTIVE SUMMERY
2
EXECUTIVE SUMMERY
Every one knows Mickey mouse, Donald Duck, Tom and Jerry and Stuart little -
some animated characters that always delight and entertain us. Do you know
how these characters were born and how it is possible to create wonders with the
art of drawing. And the answer is 'animation'- one of the fastest growing and most
in-demand industries in the world. Multi media and Animation are among the
major hunted jobs of the 21st century. Multimedia alias multiple media as the
name suggests is an enormous field that uses more than one medium of
communication. It is an art that merges text, images, graphics, animation, audio
and video to create virtual magic. Animation is only a component of multimedia.
The art of animation started with the cavemen who used to draw pictures on the
rock surfaces. Though animation was formally demonstrated in 1828 by a
Frenchman, Paul Roget, the first animated film 'Humorous phases of funny faces'
by J. Stuart Blackton was made in 1906 by drawing comical faces on a
blackboard, photographing them, and then erasing it to draw another stage of the
facial expression. It was in 1914, that the first cartoon named 'Gertie, the
Dinosaur' by Winsor McCay, consisting of 10,000 drawings, was shown as a film
in the theaters. In the early twenties, traditional animation techniques were
developed and more sophisticated cartoons were produced. It was during this
time that Warner Bros and Walt Disney studios came to exist. Computer
animation, started during seventies and eighties, had a greater impact and with
the passage of time, more and more advanced techniques were developed.
Animation which derived its name from the Latin word 'anima' meaning soul, can
be defined as the art of breathing life to a character. A blend of entertainment
industry and technology, it is concerned with design, drawing, layout and
production of graphically rich and attractive multimedia clips. In other words
animation is making of movies, games or cartoons by moving the drawings or
3
models of animals or people with the help of computers or other electronic
means. Time and space play a critical role in animation.
Creating an idea, developing it into a story script and giving technical assistance
to it, are the procedures in making an animation. Besides the most commonly
used animations , i.e two-dimensional (2D) and three-dimensional (3D), there is
also puppet animation, clay animation, sand animation, vegetable animation etc.
Both 2D and 3D animation can be created Digitaly. Two-dimensional images are
shallow in appearance, while three-dimensional images have a feel of depth to
them, thus making them look more real.
4
skills in drawing, composition and character design, 3D animators deal with
modeling, rendering, texturing and lighting. The texture, lighting and colour of the
3D objects are modified using software programmes and virtual cameras are
used to focus, resize, zoom and illuminate the figures. This Digitall animation has
the power to create effects not possible with Classical animation. Film,
advertising, video and gaming are the fast growing fields for 3D animation. This
technique makes extensive use of animation software programmes like 3ds Max
(Autodesk), Softimage|XSI (Avid), MAYA (Autodesk) etc.
5
OBJECTIVE OF THE STUDY
6
OBJECTIVE OF THE STUDY
The research project is mainly divided into two parts first one is study about
Picasso digital media and the second is customer satisfaction survey analysis.
The study will end with a conclusion giving a reflection of whole project and
recommendations on the basis of data findings.
7
PURPOSE AND SCOPE
OF THE STUDY
8
PURPOSE AND SCOPE OF THE STUDY
The main purpose of this study is to analyze the customer satisfaction for Picasso
digital media. The study is done for a reference for the students and Picasso to
see the satisfaction level of students about Picasso.
• The Picasso
• The students of Picasso
This project will be an information guide to the company for improving the
services and products.
9
RESEARCH METHODOLOGY
10
RESEARCH METHODOLOGY
Research design:
• Descriptive Research
The type of research adopted for study is descriptive. Descriptive studies are
undertaken in many circumstances when the researches is interested to know the
characteristic of certain group such as age, sex, education level, occupation or
income. A descriptive study may be necessary in cases when a researcher is
11
interested in knowing the proportion of people in a given population who have in
particular manner, making projections of a certain thing, or determining the
relationship between two or more variables. The objective of such study is to
answer the “who, what, when, where and how” of the subject under investigation.
There is a general feeling that descriptive studies are factual and very simple.
This is not necessarily true. Descriptive study can be complex, demanding a high
degree of scientific skill on part of the researcher.
Questions and deciding the types of data to be collected and the procedure to
be used in this purpose. Descriptive studies can be divided into two broad
categories: Cross Sectional and Longitudinal Sectional. A cross sectional study is
concerned with a sample of elements from a given population. Thus, it may deal
with household, dealers, retail stores, or other entities. Data on a number of
characteristics from sample elements are collected and analyzed. Cross sectional
studies are of two types: Field study and Survey. Although the distinction
between them is not clear- cut , there are some practical differences, which need
different techniques and skills. Field studies are ex-post-factor scientific inquiries
that aim at finding the relations and interrelations among variables in a real
setting. Such studies are done in live situations like communities, schools,
factories, and organizations.
Another type of cross sectional study is survey result, which has been taken by
me. A major strength of survey research is its wide scope. Detail information can
be obtained from a sample of large population .Besides; it is economical as more
information can be collected per unit of cost. In addition, it is obvious that a
sample survey needs less time than a census inquiry. Descriptive research
includes survey and fact finding enquiries of different kinds of the major purpose.
12
Descriptive research is description of the state of affairs, as it exists at present.
The main characteristic of this method is that the researcher has no control over
the variables; he can only report what has happened or what is happening. The
methods of research utilized in descriptive research are survey methods of all
kinds including comparative and co relational methods. The reason for using
such needs to be flexile in its approach, but a descriptive study in contrast tends
to be rigid and its approach cannot be changed ever now and then.
Management Dilemma
Management Question
What are the factors which lead to customer satisfaction in a animation study
institutes?
Research Question
Q.2 What are the factors which affect the customer satisfaction?
13
Data collection methods:
After the research problem, we have to identify and select which type of data is to
research. At this stage; we have to organize a field survey to collect the data.
One of the important tools for conducting market research is the availability of
necessary and useful data.
Primary data: For primary data collection, we have to plan the following four
important aspects.
Sampling
Research Instrument
Secondary Data - The Company’s profile, journals and various literature
studies are important sources of secondary data.
Data analysis and interpretation
1. Questionnaires
2. Pie chart and Bar chart
Questionnaires:
This is the most popular tool for the data collection. A questionnaire contains
question that the researcher wishes to ask his respondents which is always
guided by the objective of the survey.
Pie chart:
This is very useful diagram to represent data, which are divided into a number of
categories. This diagram consists of a circle of divided into a number of sectors,
which are proportional to the values they represent. The total value is
represented by the full create. The diagram bar chart can make comparison
among the various components or between a part and a whole of data.
14
Bar chart:
Preparation of report:
The report was based on the analysis and presented with the findings and
suggestions. The sample of the questionnaires is attached with the report itself.
15
ORGANIZATION OVERVIEW
16
INTRODUCTION TO THE COMPANY
Picasso Animation College is set up with the vision of bringing in the global
standards of animation industry to India and provide high caliber animation
professional to studios handling international projects. To facilitate this at fast
pace, Picasso Animation College has implemented best international standards
and practices and set up international alliances. We are staffed with professionals
with expertise in animation production as well as academic practices.
Our college attracts many international students. Our students may also avail of
valuable credit waivers for further studies in USA and Canada.
Picasso Animation College has been founded to design, integrate and deliver an
innovative mix of creativity and technology based education in the fastest growing
Animation Industry. Picasso offers unique industry oriented programs, which is in
line with the global standards, in collaboration with Centennial College, Canada.
Our systematic approach of blending creativity with technology by developing an
education model has been well appreciated by the industry.
Picasso strives to unfold the full creative potential and talent in every individual.
Picasso Animation College aims to nurture talent in India in line with international
animation industry standards. Picasso will launch its students into the exciting
world of Digitall animation.
17
I am confident that the process of learning within the hi-tech and Digitall campus
will be enjoyable and fruitful for the student community. The student community
is Welcome to join Picasso family for exploring the exciting world of Digitall
learning, creativity and innovation.
Picasso Digitall Media Pvt. Ltd. is a part of Maharishi Group. Maharishi Group is
multinational and multidimensional with presence in more than 120 countries.
The group's activities include Education, Housing Finance, Solar Energy,
Ayurvedic Products, Printing and Publishing, Granite, Software Development and
System Integration, Aviation, Gems, Gold and Diamond Jewelers, IT turn key
projects, Digitall Animation, Clothing and many more.
18
• • Maharishi Housing Development Finance Corporation Ltd.
• • Multiple TV channels telecast from Holland for European And North
American TV viewers.
Our University
Our Schools
In education, we have more than 200 Maharishi Vidya Mandir (MVM) schools,
spread throughout India.
19
Michelle Urbano : Michelle Urbano has 32 years of extensive experience in all
aspects of Entertainment Production handling animation and special effects for
Hollywood movies she has worked with studios such as Walt Disney, Rhythm &
Hues, Warner Bros., Tippett Studio, Universal Animation and for animation and
visual effects projects like Scooby Doo, Harry Potter, Stuart Little, Cats and
Dogs, Sixth Day, Little Nicky, The Grinch, The Haunting, Babe 2: Pig in the City,
Dinosaur, Spacejam, The Pagemaster, Swan Princess, Rover Dangerfield, An
American Tail, Teenage Mutant Ninja Turtles, Pride, Various TV Students's
Shows, etc. She has now joined Picasso Animation College as a full time
animation & Visual Effects trainer.
Philip Edward Alexy has worked on projects like Star Wars, Jumanji, Casper,
Flubber, Angela Anaconda, 101 Dalmatians & game like Need for Speed
Underground.
Picasso Studios develop original IP content for deployment. After projects such
as gags for commonwealth games, disco dance video and Kelvin & Hobs comic
strips, Picasso Studios has started working on full length animation feature films
for theater release. Current film under production is Bal Bheem, a 90 minute
animation feature film. Students of Picasso have the unique advantage of
working on few shots of the animation features being produced by Picasso
Studios. Some of the alumni of Picasso Animation College have also been
recruited by Picasso Studios to work on their projects.
20
International Standards Leading To Global Careers
Our endeavor is to equip students for global careers. Our approach is to blend
creativity with technology. Picasso Animation College employs best practices
from international animation schools. We give our students solid foundation in
generic concepts and make them lifelong learners. Our students work on multiple
projects while mastering various aspects of animation film making. They emerge
as creative thinkers and product experts rather than software technicians.
We provide the most conducive environment in the campus to make our students
most effective:
• State of the art facilities: Digitall Studio, Art and Sculpture studio and
Special Effects Studio, Multimedia lab with audio visual aids and projection
equipment.
- Digitall library
21
• Cultural Festivals at the campus.
Vishal Dandriyal (2005-06) batch) who participated in the competition along with
his team says " When our team won the coveted Super Pitch Award at
NASSCOM's Animation Gaming Event of 2007, no words can describe our
feelings and gratitude to Picasso Animation College. Equipped with the skills
learnt at Picasso Animation College, we won this award competing against big
studios like DQ and Annirights. Vishal's team members are Sanjay Banerjee,
Nitesh Vaid, Amit Singh and Gagan
Our student project entitled "Wrong Delivery" produced by Yashi Jain (2006-07
batch) and her team won the award at DIGICON animation film festival. Their
entry topped all the student category films in the festival. Yashi and her team
mates Ranjit Singh Rana, Jayanth Raj, Jagdeep Singh Sagoo and Philip Bode
work with studios such as DQ, Crest and Picasso.
Our student of 2006-07 batches Rakesh Kotliya has been adjudged as the best
modeler of the year 2007 in the internal rankings of Crest Animation Studio. With
just 6 months experience after passing out of Picasso campus, Rakesh has won
this honour from the Crest studio who employs over 500 animation professionals.
22
Rakesh Kali, team leader with DQ entertainment says " I was always fascinated
by movies like Shark Tale, Stuart little and wanted to be part of the team making
such movies. Even before completing my program from Picasso Animation
College, I got an offer from India’s largest animation studio, DQ Entertainment.
Within 3 months of joining DQ, I was promoted to the position of team leader.
Presently I am working on a project outsourced from a famous Hollywood studio.
23
received by the students at the campus stands at 133% which is a brilliant record
indeed. This takes Picasso Animation College to the undisputed no 1 in campus
placements.
Vice President of Crest Studios, Mumbai, India’s premier animation studio, Mr.
Raj Shekhar says “We have visited Picasso Animation College for campus
recruitment and found the quality of students passing out to be quite impressive.”
Picasso Animation got the unique honor of representing India at the international
animation event MIFA 2007, in France held in June 2007. This international
animation festival showcases animation content from feature films, TV serials,
and short films besides movies produced by students. Picasso is part of the
India’s 10 member delegation team led by NASSCOM to showcase India’s talent
in animation industry. Picasso is the first education services organization chosen
24
to represent India by NASSCOM at this prestigious event. This indeed reflects
Picasso’s unique contribution to Indian animation education.
Our Programs
Our college has a unique training methodology developed in line with the
requirements of Indian and international studios along with consultation from our
full time Canadian experts working at corporate office. While creative focus and
international standards are unique to Picasso, students get contact hours about
2-3 times than that of any conventional animation training institute.
We offer:
25
8. Managed by Professionals with vast international experience in
education.
26
FEE STRUCTURE
Installmen No. of
Mode Duration Fee Down payment
t Inst
Professional 10
120,000 20,000 11111 9
Track Months
College 15
140,000 20,000 8571 14
Track Months
Installmen No. of
Mode Duration Fee Down payment
t Inst
Professional 16
200,000 20,000 12,000 15
Track Months
College 24
220,000 20,000 8696 23
Track Months
Particulars 2,70,000
27
Total 135000 135000
CPP (4 months)
28
FINDINGS FROM RELATED COMPETITORS
29
1,18,97
4-
Normal
track,
1 1,04,38 1,68360
lac(including 4- Fast (including
Cost (rs) tax) 1,20,658 1,20,000 track tax)
10% + 5%
(registered 5,000
Discount before 15 before 15
offered Aug) Aug na na 10,000
seminar is
going on-
topic is 3D
animation.
25 students
attending
Amitabh the seminar
Bachann + out which
No smoking 20 are the
+ water current
conservatio No some of the students, 5
n + HBO smoking + student are new
Demo reel logo V-TV AD work na enquiries
She just Emphasis
relating on the
MAAC with success in just tell
More MAAC other cities about
emphasis production comparison the
on 2D house to MAAC course. na
30
LITERATURE SURVEY
31
Customer Satisfaction – a Critical Component of Profitability
Sadly, mature companies often forget or forsake the thing that made them
successful in the first place: a customer-centric business model.
They lose focus on the customer and start focusing on the bottom line and
quarterly results. They look for ways to cut costs or increase revenues, often at
the expense of the customer.
32
The Canon Production System (CPS) is about:
33
attract or sustain a sufficient number of customers, it will experience losses. Too
many losses will lead to the demise of the enterprise.
According to Dun and Bradstreet, the single, most important reason for the
failure of businesses in America is lack of sales. And, of course, this refers to re-
sales as well as initial sales. So our company’s job is to create and keep a
customer, and our job is exactly the same. Remember, no matter what your
official title is, you are a salesperson for yourself and your company...
Today, "it would be difficult to find a company that doesn't proudly claim to
be a customer-oriented, customer-focused, or even-customer driven enterprise.
But look closer at how these companies put their assertions into practice, and
often you discover an array of notions and assumptions that range from
superficial and incomplete to misguide." Some examples of customer satisfaction
illusion include:
• believing that by conducting market surveys and focus groups you know
all there is to know about your customers
• believing that investing in awareness programs for employees and putting
customers' pictures on the cover of your annual report is enough to
achieve customer satisfaction
• believing that the job of CEO is done by giving his or her direct phone
number to some valued customers
All these approaches are well intentioned, but "all of them offer, at best,
partial solutions to their customer satisfaction, and all, as a result, fall short."
There is nothing wrong with the notion of customer satisfaction per se.
"The problem comes with its pursuit, which if fraught with peril. Most plans to
improve customer satisfaction stand on two shaky – and dangerous –
assumptions." What they create is an illusion – the customer satisfaction trap.
34
Too often, measurement of customer satisfaction are misleading – they tell you
very little about where you are, and they can't show you where to go.
Process-managed Enterprise
35
FINDINGS AND DATA ANALYSIS
36
FINDINGS AND DATA ANALYSIS
Overall 12 20 13 32 23
quality
Value 7 12 28 24 29
Admission 9 8 24 39 20
experience
first class 12 14 17 28 29
experience
Course 8 17 23 18 34
experience
Friend 42
media 38
Parent 20
37
3. Overall, how satisfied are you with Picasso ?
Very Unsatisfied 14
Unsatisfied 8
Somewhat Satisfied 21
Very Satisfied 37
Extremely Satisfied 20
4. Compared to other animation schools that are available, would you say
Much better 24
Somewhat better 18
About the same 24
Somewhat worse 12
Much worse 13
Don't know or never 9
used
5. Will you come to Picasso again?
Yes 63
No 24
Don’t know 13
38
6. How likely are you to recommend Picasso to others?
Picasso again?
Very Unlikely 12
Unlikely 14
Somewhat 24
Unlikely
Very Likely 38
Extremely Likely 12
39
Graphical interpretation
Overall quality
12
23
20
32 13
Just more than the half of the customer is satisfied with over all quality
40
V a lu e
7
29 12
28
24
Just more than the half of the customer is satisfied with value
41
a d m is s io n e x p e rie n c e
9
20 8
24
39
Just more than the half of the customer is satisfied with admission experience
42
first class experience
12
29
14
17
28
Just more than the half of the customer is satisfied in first class.
43
course experience
34 17
23
18
Just more than the half of the customer is satisfied in course experience.
44
How you know about Picasso?
42
45 38
40
35
30
20
25
20
15
10
5
0
Friend
media
Parent
Most of the students comes to Picasso by reference of there friends and parents.
45
Overall, how satisfied are you with Picasso ?
40
37
35
30
25 21 20
20
14
15
10 8
0
V ery Unsatisfied S om ewhat Very S atisfied Extrem ely
Unsatisfied S atisfied S atisfied
46
Compared to other Animation School that are available, would you say that
Picasso is...
25 24 24
20 18
15 12 13
9
10
0
Much better
Somewhat better
Somewhat worse
Much worse
Only 24 % customer says that Picasso is much better than other animation
school.
47
Will you come to Picasso again?
13
24
63
48
How likely are you to recommend Picasso to others?
15 22
14
12
37
Just more than the half of the customer will recommend Picasso to other people
49
Based on your experience with Picasso , how likely are you to come to Picasso
again?
40 38
35
30
25 24
20
15 14
12 12
10
5
0
Very Unlikely Somewhat Very Likely Extremely
Unlikely Unlikely Likely
Just more than the half of the customer will come to Picasso again
50
CONCLUSION AND INTERPRETATION
51
CONCLUSION AND INTERPRITATION
• Just more than the half of the customer is satisfied with over all quality
• Just more than the half of the customer is satisfied with value
• Just more than the half of the customer is satisfied with admission
experience
• Just more than the half of the customer is satisfied in first class.
• Just more than the half of the customer is satisfied in course experience.
parents.
• Only 24 % customer says that Picasso is much better than other animation
school.
• Just more than the half of the customer will recommend Picasso to other
people
• Just more than the half of the customer will come to Picasso again
52
LIMITATION OF THE STUDY
53
LIMITATIONS
Every study has certain limitations. In my study, also there were certain
limitations, which I could not able to solve.
54
REFERENCES
55
REFERENCES
Web
1. www.google.com
2. www.wikipedia.com
3. www.scribd.com
4. www.managementparadise.com
5. www.Picassoindia.com
Book
56
ANNEXURE
57
Questionnaire
Unsatisfied Satisfied
Overall quality
Value
Admission
experience
class experience
Course
experience
2. How you know about Picasso?
Friend ………..
media ………..
Parent ………..
58
3. Overall, how satisfied are you with Picasso ?
Picasso is...
used
5. Will you come to Picasso again?
Yes ………..
No ………..
Don’t know ………..
59
6. How likely are you to recommend Picasso to others?
Picasso again?
Unlikely
Very Likely ………..
Extremely Likely ………..
60