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MASTERS OF BUSINESS
ADMINISTRATION
to
Session 2017 – 18
To Whom It May Concern
I AMAN GARG, Enrolment No. 1600670003 from MBA-III Sem of the Roorkee Engineering and
Management Technology Institute, Shamli hereby declare that the Summer Training Report
POWER LTD undertaken at EASTMAN AUTO AND POWER LTD is an original work and the
same has not been submitted to any other Institute for the award of any other degree. A
presentation of the Summer Training Report was made on MARKET SURVEY OF ADDO
BATTERIES OF EASTMAN AUTO AND POWER LTD and the suggestions as approved by the
Certified that the Summer Training Report submitted in partial fulfillment of Master of Business
Administration (MBA) to be awarded by Dr. APJ Abdul Kalam Techincal University, Lucknow by
AMAN GARG, Enrolment No. 1600670003 has been completed under my guidance and is
Satisfactory.
Designation:
S.R. CONTENT
No
1 Executive Summary
2 Chapter-1 Introduction
6 Chapter-5 Summary
- Bibliography
- Annexure
Executive summary
Eastman a US$ 100 million group enjoys a strong corporate brand image and is striving to
achieve US$ 150 million during the F.Y 2014-15. Ever since its inception in 1982 Eastman
Industries Limited has risen to an all-time high, generating millions of dollars in sales every year
and have rapidly become an extremely important and valuable segment of bicycle industry.
Eastman Industries Limited has stood for Innovation, Quality, Performance and excellent service
components and accessories, suitable to both conventional & contemporary bicycles. The
company delivers complete bicycle, single speed & multispeed chain wheels, freewheels, axles,
hubs, pedals, chains, frames, and other parts & accessories. Quality is the way of life at Eastman.
As a part of continuous process, we have put the Japanese Principles of total quality management
work for us. Eastman has latest testing equipment. In-house testing is available for all
mechanical & chemical tests including tensile, electroplating, load and painting tests. In-house
Eastman has been a pioneer in exports of Bicycle parts and accessories and set new challenges
for itself having successfully forayed in markets like Brazil, Mexico, Argentina, Europe, Iran,
Portugal, Russia and neighboring countries. Mr. J.R. Singal, our Managing Director and the
founder of company, is an entrepreneur with visionary zeal. Under his leadership, company has
its Innovation centric approach, Quality and Excellent services. Established in 2006, Eastman is
the leading manufacturer, supplier and exporter of all kinds of batteries with manufacturing units
EAPL (Eastman Auto & Power Limited), a Group company under the Eastman umbrella, was
started in the year 2006, offering superior range of inverter batteries under Brand "ADDO", since
its inception ADDO batteries has been continuously adding premium products to its portfolio, in
Our product features are bench marked with the best-in-class technology to meet stringent
quality norms, performance tests & safety regulations. In order to create world class batteries,
EAPL has established a state-of-art eco-friendly manufacturing unit at Nalagarh in the state of
Himachal Pradesh with a capacity of producing over 50000 tubular inverter batteries per month
with a potential to ramp it up to 75000 tubular inverter batteries per month by this yearend.
EAPL is ISO 9001:2008 certified and has achieved new heights, year after year, since its
inception. Today the company enjoys loyalty of 2200+ distributors & dealers, across the length
& breadth of the county. This distributor & dealer network is further strengthened by presence of
EAPL with over 30 offices and service Stations across India to provide the best pre & post sales
the major international markets across South America, Africa, Middle East, North America and
Europe. Our growing global presence is the testimonial of our Product Quality & Performance.
In last three decades, "EASTMAN" has emerged an entity representing leadership with trust to
Eastman Group, is the leading manufacturer of Bicycles in India since 1982. Owned by Shri J.R.
range. With the help of our website, we wish to present before you our updated status. Ever since
Eastman - A leading Bicycle parts manufacturer & supplier from India. Eastman is specialized
in manufacturing, supplying
and exporting Bicycle Components, Accessories, Tires and Tubes. We appreciate your interest in
has been a pioneer in exports of complete range of MTB,BMX and road Bicycles and set new
successfully forayed in markets like Latin America with strong presence in Brazil, Mexico,
Argentina and in Europe Portugal, C.I.S. Countries like Ukraine and Belarus. Eastman created an
parts. It enjoys global recognition being the leader in manufacturing and trading of affordable
We are masters in supplying high-quality automotive products. From motorcycles to spare parts,
batteries to tyres and tubes, our expert team ensures that each product supplied is of the highest
standards.
Each product is tested in our specialized testing centers to ensure that our product suits market
conditions. With a focus on value in each phase, we lay emphasis on product quality, packaging
as well as distribution.
EASTMAN CAST AND FORGE LTD
Eastman Cast & Forge Limited has its roots in India and earned a global repute for its extensive
manufacturing capacity of 24m tools annually and providing a one stop solution for all kinds of
Hand and power tools with a record of complaint free and on time delivery since 1982.
We have manufacturing facilities at Ludhiana for Hand Tools and Power Tools.
The Export of Tools is directed towards 27 markets out of India such as Russia, Ukraine,
Belarus, Turkey, Panama, Peru, Bulgaria, France, Portugal, Malaysia, Sri Lanka etc.
Eastman brand has presence in domestic market and 21 vehicle manufacturers such as Tata
Motors, Mahindra & Mahindra, Ashok Leyland, John-Deere, New Holland, Eicher, TAFE, Hero
Honda Motors etc. Eastman tool kits are supplied as original equipments along with the vehicles
Mr. J.R.Singal, founder of Eastman Group Mr. Ranjot Singh, receiving “Energy Efficient
receiving "National Export Awards" for Award” from our Honorable Union Cabinet
excellence in Exports from our Honorable Minister of Power Shri Sushil Shinde.
President Shri Shankar Dayal Sharma.
Mr. J. R. Singal, founder of Eastman Group Mr. Ashish, Manager – International Marketing
receiving "National Export Awards" for receiving "EEPC INDIA Award Excellence
excellence in Exports From our Honorable Prime Award” from our Honorable Union Cabinet
Minister Shri Atal Behari Vajpayee. Minister Of Commerce & Industry Shri Anand
Sharma.
Mr. Shekhar Singal, MD of EAPL Ms. Shreya Singal, receiving "The Corporate
receiving "Niryat Shree Award" for Excellence Citizen Of The Year Award"from our
in exports from our Honorable Union Cabinet Honorable Union Cabinet Minister of Finance
Minister of Commerce & Induatry Shri Kamal Shri Pranab Mukherjee.
Nath.
Ms. Darshana Singal, receiving “Export
Awards” from our Honorable President Shri
Shankar Dayal Sharma.
M/s Eastman Auto & Power Limited has
M/s Eastman Auto & Power Limited having
taken patron membership of Solar Energy
its IEC No. 0506057381 has been recognized
Society of India Vide Membership No.
as “EXPORT HOUSE” vide certificate of
PM/0156/2013 in the year 2013.
recognition issued by the Ministry of
Commerce and Industry on 16th April 2013.
The certificate is valid from 1st April 2012 to
31st March 2017.
The management team of the Eastman Auto & Power Limited comprises of experienced professionals
who have worked with the vision of taking the Eastman to new heights.
Our management team has been constantly achieving its objective of delivering the best in class in all
spheres. Each member of the team is dedicated to increase the performance of the organization, be it in
quality and team building. Headed by our Chairman Mr. J.R. Singal, the management team comprises of
following persons.
Mr.Rohit Mital
Mr. R. D. Khanna
Mr. R. K. Dhawan
Mr. S. K. Vadhera
we operate.
Corporate Social Responsibility and Sustainability is our company’s commitment to its stakeholders to
conduct business in an economically, socially and environmentally sustainable manner that is transparent
and ethical.
The projects are identified in consultation with the community, literally sitting with them and gauging
their basic needs. Subsequently, based on a consensus and in discussion with the village panchayats, and
Identification of Projects:-
In education, our endeavour is to spark the desire for learning and knowledge at every stage by making
In Health care our goal is to render quality health care facilities to people living in the villages through
organizing free Health Check-up camp, distribution of blankets to the vulnerable people who are being
In Infrastructure Development we endeavour to set up essential services that form the foundation of
sustainable development by making available safe drinking water, installing & maintaining solar lights in
different areas with a vision “Energy for Life”, constructing sheds at Bus Stops etc.
and providing suitable jobs to displaced or dependent and neighbouring below poverty line population
etc.
Our business conduct recognizes education, health and safety, infrastructure, environmental development
and economic growth as an internal part of its operations and strives to meet compliance with all the
Further we respect the interests of, and be responsive towards all stakeholders, including shareholders,
employees, customers, suppliers, project affected people, society at large etc. and create value for all of
“Eastman Auto & Power Limited commits itself to do its business in a responsible and ethical way, so
by electric which takes place with the means of electron exchange between the reactants). As and
when required, the stored energy can be converted back to electrical energy through similar
electro chemical reactions. In certain cases, the electrochemical reaction converting the energy
transformation is not reversible. Such batteries are called primary cells, where the electro
chemical reactions governing the energy transformation is reversible; the cells are turned as
secondary cells. Several cells, when connected in a designed manner give a set of a battery. In
this electrical energy can be stored through charging them. This energy can be extracted as and
when needed till the entire charge is exhausted through a chemical reaction. The process of
battery manufacturing is concerned with creating and sustaining electro chemical potential
differences .the potential difference is maintained between two surfaces called electrodes or
plates. These electrodes or plates are surrounded in an environment, which connects them and
helps them to sustain the potential difference. This usually consists of a medium called
electrolyte. In case of lead acid batteries, which are the products of the organization, the
electrodes or plates are made of lead and diluted sulphuric acid is used as electrolyte.
Automotive Battery
We offer complete range of automotive batteries as battery is a vital part of your vehicle. Our
wide ranges of batteries are known for excellent functionality and performance. Our automotive
battery is designed equipping best of the features like makes your vehicle starts and runs
proficiently in all kind of weather/environment. Some of the main types of automotive batteries
use our Tall-Tubular Battery services in offices, homes, gatherings. Tall-Tubular Batteries can
also be used in huge vehicles like tractors and trucks. Tall-Tubular Batteries has unlimited
Batteries. A team of adroit members design this product range keeping in mind the specifications
and requirements of our customers. Moreover, the product offered by us are available in the
demanded specification, which help in meeting the variegated demands of our customers in an
efficient manner.
the properties of a pure lead acid battery, but have a much longer lifespan, better manageability,
are leak proof, and are more effective in terms of ampere-hour delivery. "The key reasons are
that gel has its viscosity alive for a much longer duration, does not dry up as acid does, is
mouldable in different types of casing, and consumes less space within the battery shell (a plastic
batteries that eliminates water loss. Once the battery is filled with acid, it is permanently sealed
and there is no need to top it with water or check the acid levels. “In batteries using AGM
technology, the electrolyte is absorbed into a mat of fine glass fibres. The plates in an AGM
battery may be flat like a wet-cell lead acid battery in a rectangular case. In cylindrical AGM, the
plates are thin and wound into spirals, like most consumer disposable and rechargeable cells. The
spiral construction allows purer lead in the plates, since the plate no longer needs to support its
own weight as in traditional cells. AGM batteries always include a safety pressure relief valve,
MANUFACTURING FACILITIES
Addo batteries are manufactured in a State-of-the-art manufacturing facility, equipped with the latest
technology for mass production and On-line quality control. The production equipments include Pressure
die casting and superior quality gravity casting machines, paste mixer with automatic controls for weight
and temperature control, cone feeder, paster with flash drying oven, curing chambers with steam
humidification, automated assembly lines with quality control equipments for each process and a modern
charging facility with dilution plants, chillers, acid filling machines and leveling machines, along with
CC and CV chargers.
professionals. ISO 9001:2008 certification and a level of quality, consistency that ensures customer
delight
QUALITY CONTROL
We at Addo Batteries follow stringent quality inspections to ensure durability and dependability of our
products. Our modern laboratories are equipped with latest equipment assists us in ensuring the delivery of
Each of our batteries are subject to torturous quality checks at every stage of its manufacture. To do so, the
plant is equipped with the latest amenities such as OES, Weld checkers, Short Circuit Testers, Air Leak
Testers, Online HRD Testers, a fully equipped Chemical Lab, Spectro Lab, sophisticated Electrical Test Lab
PLC and auto controls on machines coupled with regular and thorough checks by a dedicated Quality
Assurance team equipped with the calibrated measuring instruments, fixtures and gauges and working on
SPC, ensure that all the processes are controlled with-in a narrow bandwidth for CTQ parameters.
Various tests are also conducted at pre-production and post-production stages to check quality consistency,
physical strength, size accuracy, etc. Quality controllers are regularly and randomly checking products at
various production stages to assure that components are in conformation with international quality
standards.
Sourcing of material from the best of vendors with a tight IQC and a robust PDI, before the batteries are
shipped.
NETWORK
We've grown into one of the largest integrated battery manufacturer in India & abroad, with extensive
Our ever growing network of over 2200+ distributors & dealers, 30 offices and service Stations across
India
CHAPTER-2
Research methodology
a) Data collection
1. Primary data
2. Secondary data
b) Sampling technique
c) Sample size
d) Universe
DATA COLLECTION:-
The task of data collection begins after a research problem has been defined and research design/
plan checked out. While deciding about the method of data collection to be used for study, the
researchers should keep in mind two types of data via .primary and secondary.
Primary data:
Primary data are obtained by a study specifically designed to fulfill the data of the problem at
hand .primary data is collected during the course of doing experiment by using various method
1. Observation method
2. Interview method
3. Questionnaires method
Secondary data:
Secondary data means information that is already available. Secondary data means which are
not originally collected but rather obtained from published data are available in:
organizations.
▪ Company documents,
▪ Books
▪ Published information
▪ Webpage
SAMPLING TECHNIQUE:-
In research universe refers to total no. of particular items in a defined area on a particular time. In
research generally it is not possible to select whole population for survey. So researcher uses
sampling technique for research. The selection process of sampling is called sampling
technique.
▪ Cluster sampling
▪ Systematic sampling
▪ Stratified sampling
▪ Quota sampling
▪ Judgment sampling
▪ Convenience sampling
▪ Deliberate sampling
prepare a sample design for his study i.e., he must plan how a sample should be selected and of
UNIVERSE
In research universe refers to total no. of particular items in a defined area on a particular time.
If one wants to know what type of dentifrice people use, what they think of, television
commercials, or why they buy particular brands of cars, the natural procedure is to ask them.
Thus, the questionnaire method has come to be the more widely used of the two data collection
method. Many consumers are now familiar with the telephone caller who greets them with “We
are making a survey”, and then proceeds to ask a series of questions. Some interviews are
conducted in person, others by telephone, and others by mail. Each of these has its special
advantages and disadvantages and limitations. The questionnaire method in general, however,
has a number of pervasive advantages and disadvantages. Discussion of particular variations will
be more meaningful if these characteristics of the general methods are brought out first.
A questionnaire consists of list of questions to be asked from the respondents and the space
provided to record the answer / responses. Questionnaire can be used for the personal interviews,
focus groups, mails and telephonic interviews. The choice among these alternatives is largely
determined by the type of information to be obtained and by the type of respondents from whom
it is to be obtained.
The common factor in all varieties of the questionnaire method is this reliance on verbal
others. It is faster, time saving and less biased. It also simplifies the tabulating process.
are relevant, such questions are good as first questions or opening questions. They introduce the
DICTHOMUS:
These are the questions which are Boolean in nature. These answers are straight forward and
respondents have to answer them in a straight way. That means the answer can only be either
‘Yes” or ‘No’.
CUSTOMER SATISFACTION:-
It is a customer’s feeling of pleasure OR disappointment that result from comparing a product’s
Whether the buyer is satisfied after purchase depends on the offer’s performance in relationship
to buyer’s expectations, and whether the buyer interprets any deviations between the two.
SERVICES:-
A number of experts have attempted to define the services but no single definition has been
accepted universally. Services are human efforts which provides succor to the needy. It may be
education to a student.
‘‘Services can also be defined as an action of organization that maintains and improves the well
Customer empowerment has become a way of life for many companies that have had to adjust to
about individual customer and all customers ‘‘touch point’’ to maximize customer loyalty.
PERCEPTION:-
A motivated person is ready to act. How she/ he is influenced by her/his view of situation. In
marketing perceptions are more important than reality, because it’s perception that affects
Perception is the process by which we select, organize, and interpret information inputs to create
Successful marketing requires that companies fully connect their customers. Consumer behavior
is the study of how individual, groups, and organization select, buy, use, and dispose of goods,
value?
Excellent 1 5
Very good 9 45
Good 6 30
Fair 3 15
Poor 1 5
Poor
%age Excellent
5% 5%
Fair
15%
Very good
Good 45%
30%
Fair 3 15
Good 13 65
Excellent 3 15
Superb 1 5
Chart Title
70
60
50
40
30
20
10
0
Fair Good Excellent Superb
Strongly agree 3 15
Agree 12 60
Disagree
strongly disagree
Chart Title
70
60
50
40
30
20
10
0
Strongly agree Agree Neither agree nor Disagree strongly disagree
disagree
✓ 60% 0f customers are agree that company should improve quality of product.
Excellent 6 30
Very good 7 35
Good 4 20
Fair 2 10
Poor 1 5
%age
Fair Poor
10% 5%
Excellent
30%
Very Good
35%
Good
20%
Excellent 12 60
Very good 5 25
Good 1 5
Fair 1 5
Poor 1 5
60
50
40
30
20
10
0
Good Excellent Fair Very Good Poor
Retail Partner 10 50
Sales representative 1 5
Colleague/ friend 5 25
Other 4 20
50
45
40
35
30
25
20
15
10
0
Advertisement Sales representative Colleague/ friend Other
Excellent 3 15
Very good 5 25
Good 11 55
Fair
Poor 1 5
60
50
40
30
20
10
0
Excellent Very good Good Fair Poor
✓ Normally 95% customers will recommend to their friend or relative to buy the product.
✓ The chances not to recommend relative are very few are 5%.
✓ Excellency for this is only 15%.
Que8. Would you like to purchase the product of company in future?
Definitely 9 45
Probably 6 30
Be unsure 5 25
Probably not
Definitely not
45
45
40
35
30
30
25
25
20
15
10
0
Definitely not Probably not be unsure Definitely Probably
Strongly agree 3 15
Agree 10 50
Disagree 2 10
strongly disagree
Chart Title
Disagree Strongly
10% agree
15%
Neither
agree nor
disagree
25%
Agree
50%
Strongly agree 6 30
Agree 10 50
Disagree 1 5
strongly disagree 1 5
50
45
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neither agree Disagree strongly
nor disagree disagree
Que1. How would you rate the overall quality of your relationship with company,
considering all of your experiences with them? Would you say it is?
60
50
40
30
20
10
0
Excellent Very good Good Fair Poor
service?
10
30
60
45
40
35
30
25
20
15
10
0
Satisfactory Good Fair Poor
Chart Title
40
35
30
25
20
15
10
5
0
Strongly agree Agree Neither agree Disagree strongly
nor disagree disagree
✓ There is no single dealer who says that delivery time is too much.
CHART
60
50
40
30
CHART
20
10
0
Strongly agree Agree Neither agree Disagree Strongly
nor disagree DISagree
CHART
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly DISagree
CHART
45
40
35
30
25
20 CHART
15
10
5
0
Quality of the Price of product No competitorBrand name Customer
product satisfaction
✓ According to survey 10% dealers think company is survived because of Brand name.
✓ 10% dealers believe that company is surviving because of the price of product.
CHART
strongly disagree
Disagree
Agree
Strongly agree
0 10 20 30 40 50 60
60
50
40
30
20
10
0
Strongly agree Agree Neither agree nor Disagree strongly disagree
disagree
100
90
80
70
60
50
40
30
20
10
0
Definitely Definitely not Be unsure Probably not Probably
CHAPTER-4
Observation, Findings, Limitations
and Suggestions.
● ● ●
Observation and Findings
85 %of the customers are satisfied with the quality of the product.
80% dealers are satisfied with bonus and incentive given by company.
80% dealers say that company is surviving in market because of Quality Product
General
Difference in methodology.
Lack of communication
Consumer behavior.
• Within a time span of one and a half months it was difficult to cover whole of
• Questionnaire filled in one and a half months was only 30 in number so analysis
• Whole project was limited to area of Shamli District so it may be possible that
analysis.
1. The study was limited carried out in Shamli district and its vicinity with sample
size of 30
Even then a genuine attempt has been made to get correct data from them.
4. Sample drawn need not be true representative and may have led to same Sampling
error.
i. AREA LIMITATION: The study was limited to Shamli, Thanabhawan, And Kandhala city only.
Hence findings may differ from other parts of India where I have not visited
ii. NON-RESPONSE ERROR: It is almost impossible to obtain data from each & every respondent
covered in sample. There are always some respondents who refuse to give information
iii. LIMITED SOURCE OF DATA COLLECTION: Sources of data for collection of secondary data
were limited
iv. TIME CONSTRAINT: There was time constraint to this project. The project has to be completed
v. BUSY RESPONDENT: Many times respondents were so busy that they didn’t give reply. There were
vi. OTHER REASONS: There were heavy rains during the period of survey. So there was many times
The location of Sub Dealers to cover the various areas of the city is tedious
others.
As the Survey reflects only one time frame of the Business year the findings
that we get may not stand for the whole year. Hence the results are only for
the time period from June-July and do not totally reflect the annual
the month.
➢ A more detailed study could not be carried out due to the time constraint of the
month.
➢ The facts figures are not completely accurate as they are updated regularly. Yet I
Another one
• Due to the restricted time frame the sample size was small. Bigger sample size would
• While interviewing, the response to each question was not possible for few customers, so
• Afternoon time is only the time when retailers entertain, for rest of the time is considered
• Since the sample size was small but representative, care should still be taken while
enough.
• The survey area were too far as the city is big enough which caused many transportation
problem.
• Some customers refuse to co-operate and do not disclose their Genuine opinion.
• Making appointments to the Management personnel is tough job, because they are very
busy.
• The weather in these months was very bad so customers were avoiding interacting.
In market research, the collection of correct data and other relevant materials are required but the
data collection depends upon the researcher and the respondents. Hence some drawbacks or
limitations are bound to exist in the study. These limitations were as follows:
This study was limited to Shamli areas but the findings may differ for other parts of India
2) No Proper Information
In some cases I have observed that after asking questions to concerned person, he gives
3) Non-cooperative respondents:
Sometimes it happens that even after taking appointment they refuse to meet due to work
overload, lack of time or any other reasons. In some case it happened that respondents
denied giving information. Also some may give purposefully wrong information.
4) Human factors:
Sometimes it also happened that researcher asks question something else and the
respondent perceives something else. This happens due to human limitations like
behavior, attitude and perception are not stable at all point of time which will lead to
mistakes
5) Resources:
To conduct the research, one of many resources is time & money. However the limitation
had been effectively counter balanced as far as possible. But still this limitation may
➢ Inadequate information: Many Corporate did not reveal business related information
like their competitors, the new projects, so due to which some of the questions were not
➢ Due to limitations of Secondary data, many consultants who work for many NTPCs ,
so it was difficult to cover all the areas in such a short span of time so for the
➢ Many respondents could not give sufficient time to answer/fill the questionnaire.
➢ Due to rainy season during duration of my project it was very difficult to approach the
➢ Some of them asked why should they give information and they are afraid to give the
➢ The address of many respondents had changed, so it was difficult to contact those
respondents.
➢ As I was not given any information on price by the company so some of the respondents
didn’t entertain me as they wanted to know first the price of the barrier.
➢ The Railway Authority & the Airport Authority were mostly reluctant in giving any
information.
➢ Many of the respondents were reluctant in giving any appointment so were not able to be
interviewed.
Four weeks period was not sufficient to go through the entire topic. For thorough study it
needs more time. It was also difficult to make field study or survey under the scorching sun of
June. But the major difficulty faced was the extreme non -cooperation of the officials about the
data. They were very much reluctant about this matter, which made the study more tiresome.
Moreover, it was quite impossible to conduct survey of each and every outlet in such a short span
of time. Overcoming the odds, I tried my level best to synchronize all the facts, realizations and
Information is misused.
Customer oriented
its Innovation centric approach, Quality and Excellent services. Established in 2006, Eastman is
the leading manufacturer, supplier and exporter of all kinds of batteries with manufacturing units
in India
EAPL (Eastman Auto & Power Limited), a Group company under the Eastman umbrella, was
started in the year 2006, offering superior range of inverter batteries under Brand "ADDO", since
its inception ADDO batteries has been continuously adding premium products to its portfolio, in
The project was carried out for study and analysis the dealers network and consumer’s
It was done mainly to know the satisfaction level of the dealers against the different
services provided by the company and also to know the consumer’s satisfaction against
70% dealers say that company is surviving in market because of Quality Product.
✓ http://www.eastmangroup.co.in/index.php
✓ http://www.addoworld.com/company.html
✓ http://www.addoworld.com/certifications.html
✓ http://www.addoworld.com/management.html
✓ http://www.addoworld.com/csr.html
✓ http://www.addoworld.com/battery-for-inverter-ups_india.html
✓ http://www.addoworld.com/quality-control.html
✓ http://www.addoworld.com/manufacturing-facilities.html
services marketing.’’
sample’’
Magazines
2. Business India
Newspapers
Web Site
1. http://www.addoworld.com
2. http://www.eastmangroup.co.in.
Annexure
Questionnaire for Customer
Que1. For what purpose you are using the ADDO battery?
d) Other purpose
Que2. In total, how long have you been a customer of Eastman Auto and Power LTD?
a) Less than one year b) One to under three years c) Three to under five years
Que3. How would you rate your level of satisfaction with Company in regards to price& value?
d) Fair e) Poor
d) Superb
Que6. How would you rate the services of Eastman Auto And Power LTD?
Que7. How would you rate your level of overall satisfaction with Company
Que10. How likely are you to recommend Eastman Auto And Power Ltd. to a friend or relative?
d) Fair e) Poor
b) Less than one year b) One to under three years c) Three to under five years
Que2. How would you rate the overall quality of your relationship with company, considering all of
d) Fair e) Poor
Que3. How would you rate your level of satisfaction with Company in regards to customer service?
d) Fair e) Poor
Que5. Do you think the delivery time is too much for product?