A

PROJECT
REPORT
ON
‘A STUDY ON CUSTOMER PERCEPTION ON RESIDENTIAL
LIGHTING SOLUTION IN REFERENCE TO HAVELLS BRAND’
AT
HAVELLS INDIA INDIA
LTD SUBMITTED BY
POLICE YOGENDER REDDY
116820684018
UNDER THE
GUIDANCE
OF
DR. AMRUTA PANDE
ASSOCIATE PROFESSOR
SUBMITTED IN PARTIAL FULFILMENT FOR THE AWARD
OF
DEGREE
IN
BACHELOR OF BUSINESS ADMINISTRATION
BY
OSMANIA UNIVERSITY

R.G.R SIDDHANTHI DEGREE & P.G

COLLEGE SECUNDERABAD
2020-2023
 DECLARATION

I hereby declare that this study on “A STUDY ON CUSTOMER

PERCEPTION ON RESIDENTIAL LIGHTING SOLUTION IN
REFERENCE TO HAVELLS’’ at
‘’HAVELLS INDIA LTD” submitted by me to the Department of
Business Management ,O.U., Hyderabad , is a bonafide work undertaken by
me and it is not submitted to any other University or Institution for the
award of any degree diploma / certificate or published any time before.

POLICE YOGENDER REDDY Signature

 CERTIFICATION

This is to Certify that the study on “A STUDY ON CUSTOMER

PERCEPTION ON RESIDENTIAL LIGHTING SOLUTION IN
REFERENCE TO HAVELLS” submitted in partial
fulfilment for the award of BBA Programme of Department of Business
Management, O.U., Hyderabad, was carried out by P YOGENDER REDDY
under my guidance. This has not been submitted to any other University or
Institution for the award of any degree/diploma/certificate.

DR. AMRUTA PANDE

AssociateProfessor
Signature
 ACKNOWLEDGEMENT

I sincerely express my humble and heartfelt thanks to the management of R.G.R

SIDDHANTHI DEGREE & P.G COLLEGE for permitting me to take up the study ‘’A
STUDY ON CUSTOMER PERCEPTION ON RESIDENTIAL LIGHTING SOLUTION
AT HAVELLS INDIA LTD ”

I take much pleasure to express my deep sense of gratitude and thankfulness to my project
guide DR. AMRUTA PANDE, Associate Professor for the valuable guidance and constant
cooperation throughout my project work.

I am thankful to the Director and the Principal Prof. SABIHA for giving me this opportunity.
My special acknowledgement to the faculty of the management of our college for sharing their
insight experience with me.

I express my wholehearted thanks to all my family members and friends for their Support and
encouragement.

P YOGENDER REDDY
116820684018
 ABSTRACT

It was an excellent opportunity to do this project for Havells, sales and marketing department,
Hyderabad. The project's primary objective is how a product is marketed at Havells through
various marketing channels. Moreover, to know the current market of Havells and its competitors.
It was essential to know the end-user’s opinions about the product's quality and usage. While
keeping all objectives in check, every effort was made to reach the factual position at the ground
level and tried hard to figure out the constraints. The primary data collected was quality and has
thrown up some revealing facts. Detailed analysis of the raw data depicted the trend prevailing in
the market regarding its market share and other marketing segments, which are of immense
value. In this era of brand consciousness, it should also try to provide effective discount rates and
different programs to attract more customers as well as retain the present customers. Other vital
things are maintaining good customer relationships through promotional schemes and raising the
credit limit currently offered to most companies. The brand of the group is known for the high
degree of trust, loyalty, reasonable price, and dependability. Havells is known for its brand and
endeavors to carve a niche in whatever business they do. Havells has maintained high standards
in addressing customer grievances, and I'm sure that the outcome of this study will be taken from
the proper perspective and hope it will act as a tool for improving the quality of products and
services.
 INDEX

Contents Page Nos

1
1 Executive Summary
2 Objectives of the study 2
Research Methodology 3-5
3
1 Primary Data
2 Secondary Data
3 Sampling Design.
4 Limitations of the Study

6-8
4 Literature Review
9-23
Chapter I INTRODUCTION
24-29
Chapter II Literature review

30-42
Chapter III Company profile

43-60
Chapter IV Data Analysis and Interpretation

61-64
Chapter V Findings, suggestions and conclusion

67-69
ANNEXURE

1. Copy of questionnaire

Bibliography 70
LIST OF TABLES
LIST OF GRAPHS
 CHAPTER -1
INTRODUCTION
INTRODUCTION:

CUSTOMER PERCEPTION:
In general marketing terms, customer perception refers to customers’ awareness, their
impressions, and their opinions about a business and its brand, along with its products and
services. Customer perception can be shaped by both direct and indirect interactions with a
brand’s offerings — it’s not entirely dependent upon marketing or upon the inherent quality of
the product or service itself.

It may seem difficult, then, to control customer perception. While control might not actually be
possible, there are several ways to influence how customers view companies through brand
market research.

Customer behaviour and perception of brands is not in all actuality driven by logic — from
negative brand associations, to positive or even sentimental brand attachments. According
to Harvard professor zaldman 95% of purchase decisions are subconscious. Remember that
commercial jingle for an iconic software brand you grew up hearing on TV? It probably left a
lasting impression on your young mind, and in turn given you a brand perception that is hard to
let go of.

The intangible concept of customer perception is often at odds with the tangible effect on
business outcomes, as customer perceptions of a company’s products or services can have a
serious impact on the long term viability of a business’s offerings. Just ask any insights
professional at Disney, a company that takes the motto “make people happy” very seriouslyby
listening to voice of the customer to improve its offerings.

The three stages of customer perception include:

Sensing: Characterized by the physical senses, customers use this stage to accumulate
‘knowledge’ about a product, service, or brand through physical sensations such as visual
impressions, touch, sounds, and tastes.
Organizing: During this stage, customers make sense of the information they’ve attained,
interpreting its value based on context, personal beliefs, perceptions of themselves, and other
highly subjective factors. At this stage, customers will categorize the object of their critique and
compare it to other objects within their chosen categories. For example, a consumer hoping to
buy a winter coat may prioritize coats by price, but also color and thickness, during the
organizing stage.
Reacting: Customers will act based upon the sensing and organizing stages; in addition, they are
influenced by internal and external stimuli ranging from personal history to online reviews.
Although each reaction and its contributing factors are different, buyers tend to experience
similar processes of evaluation before making their decision.
WHAT IS MARKETING?

Marketing is the moving and exciting activity in everybody's activities. The

sellers, distributors, advertising agencies, consultants, transporters, financiers,
store agencies and everyone as a counteris part of the marketing system. Any
exchange process, be it consumer, goods, intermediary goods,and services of
ideas, comes under the preview
of marketing.

Therefore, Philip Kotler defined marketing as a social and managerial process

by which individuals and groups obtain what they need and want through
creating, offering and exchangingproducts of value with others.
Customer satisfaction is essential in developing the construction process and
customer relationships. As construction companies face-increasing
competition, greater attention continuesto be placed on customer relationships
and satisfied customers.

Customer satisfaction enables LED companies to differentiate themselves

from their competitorsand create a sustainable advantage. The primary
purpose of LED is to provide occupants with a conducive, safe, comfortable,
healthy, and secured indoor environment to carry out different activities
ranging from work, study, leisure, and family life to social interactions. To
achieve thispurpose, buildings are designed, planned, and
constructed.Customer satisfaction has become one of the issues for leading
companies in their efforts to improve quality in the competitive marketplace.
It can be seen as either a goal or a measurement tool in developing
construction quality. It is also apparent that high customer satisfaction
strengthens the relationship between a customer and
a company. Satisfaction studies cut across various disciplines in the
management and social sciences and the built environment. Generally
speaking, satisfaction is a subjective evaluation of the performance of products
or services in meeting the needs and expectations of users or customers. It
compares the benefits or values usersor customers derive to that expected
when a product or service is consumed.
Making it in India, Taking it to the world

Havells India Limited is a leading Fast-Moving Electrical Goods (FMEG) Company

and a majorpower distribution equipment manufacturer with a strong global presence.
Havells enjoys market dominance across a broad spectrum of products, including
Industrial & Domestic Circuit Protection Devices, Cables & Wires, Motors, Fans,
Modular Switches, Home Appliances, Air Conditioners, Electric Water Heaters,
Power Capacitors, Luminaires for Domestic, Commercial and Industrial
Applications.

The worldwide electric power industry provides a vital service essential to modern
life. It provides the nation with the most prevalent energy form known in history—
electricity. Lighting products and Havells go hand in hand. Havells is a leading
lighting equipment manufacturer in India. It owns some of the most prestigious global
brands. The main aim of Havells is to provide the best electrical & lighting solutions
and to be a globally recognized firm. This project has been undertaken to understand
the customers' perception of Havells retail lighting products in comparison with the
products of its competitors. With high market competition in the lighting equipment
industry, most companies compete with each other through price, heavy advertising,
superior product quality, and enhanced customer service to ensure consumers'
satisfaction with their lighting equipment. Characteristics such as durability,
serviceability, performance, usability,etc., also significantly affect how customers
view the primary product. This study focuses on howcustomers perceive Havells
equipment based on the above-mentioned product attributes.

17
 Based on the interpretation drawn from the aforementioned data analysis and
the informal feedback received from the respondents, the following suggestions are
recommended for Havells.
As the study reveals, Havells most extensive problem areas are
communication flows and marketing intelligence. It translates into multiple
problems like miscommunication, communication gaps, delayed
communication, resentment, dealers not stocking and pushing Havells
products, etc. It is recommended that the Havells sales team figure out a
better contactprogram, including a better route map used by the sales team.
This should be aimed at minimizing the aforementioned communication
problems. This would also help solve another issue: dealers not stocking
Havells products because they are not appropriately informed about the
launches, prices, and features. As a result, dealers cannot answer
customers' queries satisfactorily.
Having a proper communication system in place will handle this as well.
Secondly, informationflows should be redesigned for real-time information
dispersion to and from the channel members. This will aid in clarity about
issues like dealer discounts, undercuts, etc., and both parties will gain.
Thirdly, the Sales team must be encouraged to send marketing intelligence
reports. It should be one of their KRA (Key Result Area).
When this is done, Havells will get regular and timely information about the
practices of competitors and other relevant information about what is
happening in the market. Accordingly, Havells can then form a strategy to
deal with them. Finally, one of the concerns that surfaced was 'product
quality.' However, a 'quality check' program checks the products before they
leave for the market. However, it has to be made more robust, but more
importantly, by the time this isdone, it should be slightly lenient in replacing
the products if there are any complaints. This willnot only pacify the dealers
but also help in gaining their faith in the company.
Introduction to LEDs

LED lighting offers many advantages over traditional light sources, opening new ways to use
light that weren’t possible before. As technology revolutionises the lighting industry, it’s
essential to understand how an LED light source works.

LED stands for Light Emitting Diode, and this light source should not be confused with a
light fixture or luminaire. An LED is a component of the entire fixture. LED lighting can also
be referred to as solid-state lighting (SSL) because an LED is a solid-state technology similar
to the memory in your computer.

LEDs have four main parts: die, substrate, phosphor, and lens. The LED die is a
semiconductor device made of gallium nitride (GaN). When an electric current passes through
the die, it emits blue light. One or more die is then mounted to a substrate commonly made of
aluminium or ceramic. This allows easier integration of the LED into a fixture and provides
an efficient way to bring power to the LED.

For general lighting applications, white light is generally desired, not blue. To achieve the
target colour, a phosphor is used. When the blue light hits phosphor particles, they glow and
emit white light. The phosphor can be applied to the die directly or mixed into the lens
material, typically consisting of silicon or glass. The lens extracts and directs the light emitted
from the die.

A tale of two die: LED configurations

There are two standard configurations of LED—emitters and COBs. An emitter is a single die
mounted to a substrate. The emitter is mounted to a circuit board and then to a heat sink.
This circuit board provides electrical power to the emitter while also drawing away heat.

To help reduce cost and increase light uniformity, researchers discovered that the substrate of
the LED could be removed, and the die could be mounted directly to the circuit board. This
configuration is known as a chip-on-board array or COB.
 Four-part harmony of a luminaire

The LED configuration is an integral part of the luminaire design. A typical LED system has
four components: the LED light source, optics, a heat sink, and a power supply.

An optic is placed over or around the LED, helping extract the light from the die, and forming
the scattered light emission into a specified shape. The LED is mounted to a heat sink
which diverts and dissipates heat to keep the LED cool.

Most LED systems require a DC (direct current) power source. The electricity in a building is
typically AC (alternating current), so a power supply is used to convert the AC power to
DC power.

A Cool LED is a Happy LED

A crucial consideration in LED design is heat transfer. When you put electricity to an LED, some
energy is converted into light, but the rest turns to heat. As the module heats up, its efficacy
drops.

The heat sink gets heat out of an array and into the ambient air, so its design is essential. If the
heat sink is too small for the LED package, it will not dissipate enough heat, which lowers the
efficacy and brightness of the LED. A luminaire must be designed to handle the thermal
requirements of the LED, keeping the LED cool.

LED – Light Emitting Diode

An LED or a Light Emitting Diode is a semiconductor device that emits light due to the
Electroluminescence effect. An LED is a PN Junction Diode, emitting light when biased forward.

Light Emitting Diodes are almost everywhere. You can find LEDs in Cars, Bikes, Street Lights,
Home Lighting, Office Lighting, Mobile Phones, Televisions, and many more.
The reason for such a wide range of implementation of LEDs is its advantages over traditional
incandescent bulbs and the recent compact fluorescent lamps (CFL). A few benefits of LEDs over
incandescent and CFL light sources are mentioned below:

· Low Power Consumption

· Small Size

· Fast Switching

· Physically Robust

· Long Lasting

Because of these advantages, LEDs have become quite popular among many people. Electronics
Engineers, Electronic Hobbyists, and Electronics Enthusiasts often work with LEDs for various
projects.

Hence, an article about Light Emitting Diodes, which focuses on different topics like Basics of
LED, Types of LED, and characteristics of an LED, would benefit all. So, let us start with the
basics of LED.

Characteristics of LED (Light Emitting Diode)

Before connecting an LED is a circuit and starting using it, there are a few characteristics of LED
that are worth knowing (actually, they are critical). If you refer to any of the datasheets provided
by the manufacturer, you can find a lot of specifications corresponding to electrical characteristics,
absolute maximum ratings, physical dimensions, etc.

I’ll not bore you with all the characteristics but only three important ones. They are the Polarity,
Forward Voltage and Forward Current
Polarity of LED

Polarity is an indication of the symmetricity of an electronic component. A Light Emitting

Diode, similar to a PN Junction Diode, is not symmetric, i.e. it allows current to flow only in one
direction.

Types of LED: -

Through-hole LEDs

These are available in different shapes and sizes, the most common being 3mm,5mm, and 8mm
LEDs. These LEDs are available in colours like Red, Blue, Yellow, Green, White, etc.

SMD LEDs (Surface Mount Light Emitting Diodes)

Surface Mount or SMD LEDs are a unique package that can be quickly surface mounted on a
PCB. SMD LEDs are usually differentiated based on their physical dimensions. For example, the
most common SMD LEDs are 3528 and 5050.

Bi-color LEDs

The next type of LED is Bi-color LED, as the name suggests, can emit two colours. Bi-colour
LEDs have three leads, usually two anodes and a common cathode. Depending on the
configuration of the leads, the colour will be activated.

RGB LED (Red – Blue – Green LED)

RGB LEDs are the favourite and most popular LEDs among hobbyists and designers. Even
computer builds are very popular for implementing RGB LEDs in Computer Cases,
Motherboards, RAMs, etc.

RGB LED contains 3 LEDs on a single chip, and by a technique called PWM (Pulse WidthModulation),
we can control the output of the RGB LED to produce a wide range of colours.
High – Power LEDs

An LED with a power rating greater than or equal to 1 Watt is called a High-Power LED. This is
because normal LEDs have a power dissipation of a few mill watts.

High–Power LEDs are very bright and are often used in Flashlights, Automobile Headlamps,Spotlights,
etc.

Since the power dissipation of High – power LEDs is high, proper cooling and usage of heat
sinks are required. Also, the input power required for these LEDs will usually be very high.

History of LEDs - Light Emitting Diodes

The light-emitting diode is an electric component that emits light when connected to a direct
current. It works on the electroluminescent principle and can emit light in visible spectres
and in infrared and ultraviolet. They have characteristically low energy consumption, small
size, longer lifetime, and faster switching than incandescence lamps, and because of that,
they have a broad palette of applicability.

In 1907, a British experimenter in Marconi labs, Henry Joseph Round, noticed for the first
time that when a potential of 10volts is applied to carborundum (silicon carbide) crystal, it
emits yellowish light. However, the first to investigate it and propose a working theory
was Oleg Vladimirovich Losev from Russia. In 1927, Oleg published a paper, “Luminous
carborundum detector and detection effect and oscillations with crystals “.

For decades no progress was made for different reasons. Rubin Braunstein, that worked at
Radio Corporation of America reported in 1955 that some simple diodes emit infrared light
when connected to a current. In 1961, Gary Pittman and Bob Biard from Texas
Instruments found that a gallium-arsenide diode emits infrared light whenever it is
connected to a current. The same year they received a patent for infrared LED. Nick
Holonyak Jr., employed in General Electric, developed 1962 the first light-emitting diode
that emitted light in the visible part of the frequency range. It was a red LED. In 1972, M.
George Craford, a graduate student of Holonyak, invented the first yellow and a brighter
red LED.
 Thomas P. Pearsall developed high brightness light-emitting diode in 1976 for use with
fiber optics in telecommunications. Shuji Nakamura of Nichia Corporation made the first
blue LED in 1979, but it was too expensive for commercial use until 1994. Light-emitting
diodes can now be made in one or more colours.

At first, Light-emitting diodes were expensive, some US$200 per piece. Because of that, they
were used as indicators only in highly professional laboratory equipment. Fairchild
Semiconductor succeeded in the 1970s in reducing the cost of individual LED to 5 cents
by using a planar process in producing semiconductor chips for light-emitting diodes. By
using innovative packaging methods and a planar process of chip production, Fairchild
made LED into a commercial product with various uses.

LED with visible light is used as a replacement for incandescent and neon lights, as elements
in seven-segment displays, in sizeable RGB screen displays, in semaphores and other
visual signals, in calculators, watches, and flashlights. Infrared LEDs are used in units for
remote control in TVs, DVDs, and other places that need wireless control.

The advantages of Light-emitting diodes are many, but they also have flaws. Benefits are that
they emit more light per watt than incandescent lamps, they are much smaller, their on/off
time is much shorter than the other types of electric light sources (they are quick), their
lifetime is much longer, and they are much more difficult to damage. Their flaws are high
price per lumen, high dependence on the outside temperature and easy overheating if the
outside temperature is too high and there is no heat sink. Despite their flaws, LEDs are
finding their place in human use and are here to stay.

The First Light-Emitting Diode with Practical Use

In 1961, Robert Biard and Gary Pittman invented an infra-red LED while working for Texas
Instruments. However, this light did not have any practical use because it was invisible to human
beings. This was an accidental invention because Biard and Pittman were working on a laser
diode. Experimenting with the use of the semiconductor Gallium Arsenide that had started
during the 1950s subsequently led to the development of the very first LED with practical use. In
1962,
Nick Holonyak, Jr. invented the first LED to produce visible red light. He invented these red
diodes while he was employed with General Electric. For his achievement, Holonyak has
earnedthe title of "Father of the Light-Emitting Diode."
Experimentation with the type of semiconductor that could produce more efficient LEDs
continued throughout the 1960s. In the early years of this decade, LEDs were made using
Gallium Arsenide Phosphide on a Gallium Arsenide substrate. Using Gallium Phosphide as the
substrate increased the efficiency of the lights and brighter red LEDs came into being. Soon
afterwards, orange LEDs began to be produced.
In 1972, M. George Craford of the Monsanto Company used two Gallium Phosphide chips—one
red and one green—to make LEDs that emitted a pale-yellow light. Incidentally, Monsanto
Company is the first to produce LED lights on a large scale and for mass consumption. Craford
also invented an LED that emitted about ten times brighter light than Holon yak's version.

During the mid-1970s, scientists started using only Gallium Phosphide to make LEDs that
emitted a pale green light. These experiments resulted in improved versions of LEDs by the
decade's end. These LEDs could produce pure green light.

The First Generation of Super-Bright LEDs

Continuous and intensive research and development work into LED technology led to the
development of the first generation of super-bright red, yellow, and green LEDs in the early
1980s. In the early 1990s, scientists experimented with Indium Gallium Aluminum Phosphide as
the semiconductor material to produce ultra-bright orange-red, orange, green, and yellow LEDs.

In 1994, Shuji Nakamura invented the ultra-bright blue LEDs using Gallium Nitride and just
afterwards, high-intensity blue and green LEDs were developed using Indium Gallium Nitride.
These ultra-bright blue LEDs led the foundation for the development of cost-efficient and
supremely functional white LED lights that are now commonly installed in commercial and
manufacturing spaces, as shown in the image below. Scientists discovered that by coating the
blue light-emitting chip with fluorescent phosphors, the diode could be made to emit bright
white
The results produced by the white LEDs were impressive, and the U.S. Department of Energy
encouraged the development of the white LED technology, keeping in mind the needs of
business owners to light up their commercial spaces with cost-efficient solutions. The result
is that today's LEDs lights are six to seven times more efficient than the traditional
incandescent bulbs. The LED lights use an impressive 80 per cent less energy and last 25
times longer than their incandescent counterparts. They are also cost-efficient to be installed
on a large scale.

Meanwhile, research into LED technology continues. LEDs emit pure violet and even ultra-
violet "black" light. The increased energy efficiency of LED lights has prompted business
owners to use these on a large scale in their offices, industrial operations, and commercial
developments to invoke more cost savings.

Importance of LED Lights

LED lights are one of the latest inventions of scientists for reducing the adverse effects of
conventional bulbs on the environment. Studies reveal that LED bulbs produce less carbon than
older bulbs, which can be very useful in eliminating the ill effects of global warming. Long-life
LED bulbs are one of the most important features of LED light and devices, which attracts many
buyers to purchase them. These light bulbs use less electrical energy, which helps you to save a
lot on your electricity bill amount. LED bulbs are a little costlier than other bulbs but promise
tobe long-lasting and value for money.
Energy Production: It is well-known that LED bulbs produce less heat, even if they are used for
a long time. It has clearer light output than the older bulbs, and the more you use them, the more
economical they will be.
Longevity: These energy-saving bulbs have a very long life and can remain consistent despite
long-term use. In other words, they are not easily hampered, even if you use them for long hours.
So, you can buy the bulbs according to your preference, which do not need to be swapped
frequently.
 Battery Operated Devices: You can also get various battery-operated LED light devices from
the market. If you are planning to install LED lights in flashlights, the life of these batteries can
be increased up to ten to fifteen per cent. This can be one of the amazing ways to spend your
precious money. To save electricity, users can also choose the lighting retrofit programs
offered by numerous organizations, which are used to lower energy consumption by replacing
or improving the lighting components. It improves lighting quality by focusing on the
problematic areas so that users can experience enhanced colour, fewer flickers, and hassle-free
lighting output.
Advancements in technology have allowed not only for updated and more highly sophisticated
medical procedures, but they've also enabled healthcare providers to create environments in
which these procedures can be performed with greater ease and accuracy than ever before. One
of the most significant advancements has been in terms of updated lighting sources which is
extremely important to the exacting nature of dermatology procedures.

LED lighting has long been considered superior to other light sources for multiple reasons, many
of which translate to superior operator performance during dermatology and other medical
procedures:

 The light from LED bulbs is cooler than that from halogen bulbs. Any dermatologist or surgeon
who has spent hours performing under the heat of numerous halogen bulbs knows how
uncomfortable it can be. Excess heat from halogen lights may even be because of patient burns
during procedures.

 The light from LED bulbs is of exceptionally high quality. Dermatologic procedures require
accurate tissue rendition, which requires a good lighting source. LED bulbs emit very bright,
clear, white light similar to daylight, which helps to improve visual accuracy. Clear visibility of
even a slight color variation is key for any dermatologist if they are to accurately diagnose and
treat a patient’s condition.

 LED light is a truer white than that from halogen bulbs. The light from halogen bulbs isyellow.
This can be adjusted through the use of filters and coatings; however, the result is still nota true
white light and consistency can vary from fixture to fixture.
 LED bulbs are long-lasting. LED bulbs last far longer than halogen bulbs, so while LED
lights pose a greater initial investment, they pay off over time. Some LED bulbs last up to
50,000 hours. This equates to approximately 10 years of normal use and provides
dermatologists and otherhealthcare providers the confidence of lower maintenance costs
over time.

 LED bulbs lead to decreased operating costs. The LED lights represent a significant
returnon investment (ROI) both in material costs and in savings of personnel time to change
the bulbs. In addition, LED lights utilize half the electricity of their predecessor, the halogen
light. Reducedenergy use, provides significant operational savings to the medical facility
over time.

 LED bulbs allow for improved shadow control Thanks to the way Bovie LED lighting
fixtures are designed, even when a surgeon’s head is directly within the procedural site there
is nearly no shadow cast.

Benefits of LED Lights

LEDs are currently used for various applications such as residential lighting, aerospace
industry, architectural, automotive, broadcasting, electronic instrumentation, entertainment
and gaming, themilitary, traffic, and transportation. Since LEDs are focused lights, they
prove best at specific lighting tasks such as desk lamps, reading lights, night lights, security
lights, spotlights, accent lights, and lighting for signage.

Havells India Ltd is a billion-dollar-plus electrical equipment company founded in 1958, with
products ranging from industrial & domestic circuit protection switchgear, cables &
wires,motors, fans, power capacitors, compact fluorescent lamps (CFL), luminaries for
domestic,commercial & industrial applications, modular switches covering household,
commercial and industrial electrical needs, water heater and domestic appliances.

Havells owns global brands like Crabtree, Sylvania, Concord, Lumiance and has 94 branches /
representative offices with over 8000 professionals in over 50 countries. It has 12 manufacturing
plants in India located at Haridwar, Baddi, Noida, Faridabad, Alwar, Neemrana and 6
manufacturing plants are located across Europe, Latin America & Africa and with more than
20,000 global distribution network.

The company has acquired a number of International certifications like BASEC, CSA, KEMA,
CB, ASTA, CPA, SIRIUM (Malaysia), SPRING (Singapore), TSE (Turkey), SNI (Indonesia)
and EDD ( Bahrain) for various products.

The study is about the customer satisfaction and perception for the Electical images including
internet marketing, availability of information material etc., Quotation processing, Order
processing, Technical consulting service and other customer services.

The organization functions with various departments :

1) Marketing
2) Finance
3) Personnel
4) Production

It maintains a cross department interaction for achieving the organization effectiveness. The departments
are driven by qualified and experienced professionals with an efficient work force.It encourages employees
to be participative, innovative and creative and thus creating a team pg

1.2 INDUSTRY PROFILE

The electrical industry provides an important service to modern life. It provides people with the
most prevailing form of energy known to mankind-electricity. Electrical industry supports the
economic-growth and productivity, promotes business development and expansion and generates
vast employment opportunities for people across the world. The industry includes establishments
primarily engaged in manufacturing, supply trade and retaining of electric hardware products.
The electrical industry uses a number of applications of petrochemicals to help the industry
perform better and improve manufacturing processes. These petrochemical products are very
essential for the manufacturing of several of the electrical equipments as it helps in insulation,
prevention of loss of energy and safety.

Electrical Industry Trend:

Due to increase in construction activity, there is profitable increase for electrical fitting and
 electrical industry world wide. The demand for automation solutions will only continue to grow
as industry continues to grow the most flexible and efficient power and control devices to
increase system. Even employment in electrical hardware industry has gone up globally.

Factors affecting the growth of this industry:

1) Research and development program has played an important to the

increased productivity and higher value added electrical products.

2) Foreign investments accelerated growth in production and export as well.
3) Global industries like medical, telecommunication etc. have been cordinally

supported by electrical industry.

Increase in income changed living standards of the common mass. As aresult,

it increased the demand of electronics
Asia pacific region is emerging as the most spinning place for the consumer
electronics industry.

VISION :

To be a globally recognized corporation that provides best electrical & lighting

solutions, delivered by best-in-class people.

MISSION :

To achieve our vision through fairness, business ethics, global reach,

technological expertise, building long term relationships with all our associates, customers,
partners, and employees.

VALUES :

Customer Delight: A commitment to surpassing the customer expections. Leadership by

example. A commitment to set standards in their business and transaction based on mutual trust.

Integrity and Transparacy: A commitment to be ethical, sincere and open in their dealings.

Persuit of Excellence: A commitment to strive relentlessly to constantly improve themselves,

their teams, their services and products so as to become best in their class.
1.3 MILESTONES:

Launch Copper Flexible Cables under the Standard

2012
brand Launch of Crabtree XPRO Switchgear
Set up of new Lighting Fixtures plant in Neemrana

Launch of new range of Control Gear Cosmic Star

2011 series. Set up of new Industrial Switchgear Plant in
Sahibabad. Launch of Domestic Appliances.
Standard Electrical merged with Havells.
Entered into a Joint Venture with Shanghai Yaming Lighting,China.

Sets up 2nd unit for Fan manufacturing at

2010 Haridwar. Acquired 100% interest in Standard
Electricals.
Sets up World's First New Generation CMH Lamp Plant at
Neemrana. Enter into Electric Water Heaters business.
Launch of Havells brand in US & Mexic.
Set up of fully automatic 2nd unit for switchgear manufacturing at Baddi.
2009 Global consolidation of CFL manufacturing plant at Neemrana for domestic and
export purposes.
Launch of India's 1st HPF CFL.
Launch of India's 1st BEE 5* Rated Fan.

First Indian CFL manufacturers to have adopted RoHS, European norms on

Restriction of Hazardous Substances in CFLs.
Set up of Global Corporate office, QRG Towers at Expressway Noida.
2008
Investment of Rs.50 Crores in Global Center for Research and Innovation (CRI).
Set up of fully automatic plant for Havells Lafert Motors at Neemrana.
Change in Corporate BRAND identity.

Set-up of Capacitor manufacturing plant in Noida, UP with the capacity of 6,

00,000 kVAr per month.

Acquired the Lighting business of a Frankfurt based company "Sylvania", a

global leader in lighting business and now the company's turnover crosses US$ 1
Billion.
2007
Warburg Pincus, a global private equity firm and one of the largest investors in
India, invested US $110 million in Havells India Ltd. Havells issued fresh shares
to Warburg Pincus, representing approximately 11.2% of the fully diluted share
capital of the company.

QRG Group entered healthcare business by acquiring a majority stake in

Central Hospital and Research Centre, Faridabad.
Crabtree India merged with Havells India.
Added CFL production unit in Haridwar manufacturing plant.
Expansion at Alwar manufacturing plant for increase of production capacity.
2006 Expansion at Baddi manufacturing plant and set-up of an Export Oriented Unit.
First Company to get the ISI Certification for complete range of CFLs.
Started mid-day meal program at Alwar, Rajasthan caters to 10,000 students
from 77 schools.

Set up manufacturing plant in Haridwar, Uttaranchal for manufacturing Fans.

2005 Awarded the KEMA certification by The Dutch Council for Accreditation,
making QRG the only group to attain this certification.
Set up of R&D Center in Noida H.O.

Set up manufacturing plant at Baddi , HP for manufacturing of Domestic

Switchgear.
Set up a manufacturing plant for manufacturing of CFL at existing
2004 manufacturing plant in Faridabad, Haryana.
Set up a manufacturing plant for manufacturing of Ceiling Fans at Noida, UP.
Set-up our own marketing office in London through our wholly owned
subsidiary company Havells U.K. Ltd.
In December, 2004 placed 235 fully convertible debentures of Rs. 10 Lacs on M/s.
Shine Ltd., Mauritius and the debenture will be converted in June, 2006.
Attained the CE certificate for CFL.

2003 Launch of Fans, CFL and Lighting

Standard Electrical Company becomes a 100% Subsidiary of the company.

2002 Attained the IEC certification for Industrial switchgear and CSA certification for
all manufacturing plants.
 Acquired business of Havells Industries Ltd, MCCB of Crabtree India Limited
2001 and merged ECS Limited in the company to consolidate its area of core
competence

2000 Acquired controlling stake in Duke Arnics Electronics (P) Limited engaged in
manufacturing of Electronic Meters-Single Phase, Three Phase, Multi Function,
Tri Vectors.
Acquired controlling interest in an industry major-Standard Electricals Ltd.
1998 Introduced high-end Ferraris Meters in Joint Venture with DZG, Germany.

1997 Acquired Electric Control & Switchboards at NOIDA, UP for manufacturing

customized packaged solutions.

1993 Set up another manufacturing plant at Faridabad, Haryana for Control Gear
Products

1990 Set up a manufacturing plant at Sahibabad, UP for Changeover Switches.

1987 Started manufacturing MCBs at Badli, Delhi in Joint Venture with Geyer,
Germany.

1983 Acquired Towers and Transformers Ltd. and turned it into a profitably
manufacturing Energy Meters Company in 1 year.

1980 Started manufacturing high quality Energy Meters at Tilak Nagar, Delhi.

1979 Set up a manufacturing plant for HBC Fuses at Badli, Delhi.

1976 Set up the first manufacturing plant for Rewireable Switches and Changeover
Switches at Kirti Nagar, Delhi

1971 Bought HAVELLS brand

FUTURE PLANS :

Currently Havells is dealing with 9 different products and also they have introduced
one new scheme called POWER PLUS. Shortly they are going to launch HOME APPLIANCES
such as AIR CONDITIONERS (AC’s), T.V etc. Within no time they will implement it and no
doubt that it will be a success.

1.4 QUALITY POLICY:

Maxamize customer satisfaction by:-

1) Dealing in world class electric products.

2) Helping customers in arriving at right choice
3) Providing quick product deliveries
4) Rendering prompt after sales services.
5) Assuring closest customer interaction.

The work life is characterized by ongoing learning and training and is monitored by a quality
management system system aimed at continual improvement in all processes.
QUALITY CONTROL :

The essence of quality is closely wrapped in the way we think, plan and work. It finds its true
expression when we extend beyond ourselves to exceed our customer’s expectations. To deliver
products those are safer, faster and simply better. Each time, every time. Building customer
confidence through teamwork is a top priority to provide a wide variety of products and services.

Realizing and respecting the basic needs of customers to feel more secure, we've committed
ourselves to make our products better, safer and smarter than what he or she is looking for. That's
a passion that began 30 years ago and that's how it continues to be even today. Our customers
rely on us and it is our responsibility to give them the very best. All our products are as per
IEC standards. QRG has a simple rule on quality. If it doesn't exceed customer
expectation, it's not quality performance
OBJECTIVES OF STUDY

 To study the factors influencing the customer Preference towards

the purchase ofResidential Lighting Solutions.
 To examine the brand awareness of LED Products.

• To understand customers’ perception about Havells retail lighting products

• To compare different retail lighting equipment manufacturing brands based on specific attributes.
RESEARCH METHODOLOGY

Research is a systematic investigation resulting in some formal record of

procedures, the reportof operations, and the report of conclusion and results.
Research is defined as “a formal systematic method of analysis”. This research
work is descriptive as well as analytical in nature. This research aims to collect
detailed information about expectations and related satisfaction of consumers
regarding silver cutlery. It is an endeavor in the research to make anempirical
study by analyzing and critically examining the relevant statistical collection from
primary and related information from secondary sources.

Primary Data:

Data that is collected for the specific purpose at hand is called primary data. It is
customized according to the needs of the researcher and focuses exclusively on
the current research problem. The collection of primary data is costly and time-
consuming. It calls for more significant planning and coordination. The collection
of preliminary data requires deploying more workforce. In situations where it is
impossible to use the secondary data, keeping in viewthe requirements of the study
or in cases where there is no secondary data available, the only way out is to
collect primary data. Basic methods of collecting primary data:

The Questionnaire method: The respondent is questioned directly about aspects

of interest to the researcher.

The Observation method: The researcher observes the subject and records
relevant elementsof this behavior.

Secondary Data
a) Company Websites
b) Related Information from the Internet
c) Company Reports Books and Publications.
Secondary data refers to data collected by someone other than the user. Familiar
sources of secondary data for social science include censuses, information collected
by government departments, organizational records and data collected initially for
 other research purposes. Primary data, by contrast, are managed by the investigator
conducting the research. Secondary data analysis can save time that would otherwise
be spent collecting data and, particularly in thecase of quantitative data, can provide
more extensive and higher-quality databases that would be
unfeasible for any individual researcher to manage independently. In addition,
analysts of socialand economic change consider secondary data essential since it is
impossible to conduct a new survey that can adequately capture past changes
and/or developments. However, secondary dataanalysis can be less useful in
marketing research, as data may be outdated or inaccurate.

Data Collection Tool:

A questionnaire containing open-ended and closed-ended questions alongwith some descriptive questions to make
interaction more result oriented.

LIMITATIONS OF THE STUDY

 Certain open-ended questions have been put in the questionnaire to give

respondentsfreedom to express their perception.
 Limited accessibility due to time constraints.
 Lack of adequate information.
 CHAPTER- 2
REVIEW OF LITERATURE
 LITERATURE OF REVIEWS
Assaari and Karia1 (2000), in their paper titled, “Churn Management towards Customer
Satisfaction; A Case of Cellular operations in Malaysia”, have viewed that customer satisfaction
and customer service have been critical factors in the cellular industry. Cellular service providers
must ensure that the technology that provides customer service is the best in the industry. It is
stated that investment in people and technology helps in providing the best customer service for
today and the future. One common ground that most carriers and customers agree on is that good
customer service can have a crucial impact on how a customer views a firm’s services and
company.
Bepko2 (2000), in his article entitled, "Service Intangibility and Its Impact on Consumer
Expectations of Service Quality", has pointed out that the areas that need to be addressed in
service quality research is the nature of consumer expectations across the range of intangibility.
Previous study has compared consumers' service quality expectations across services, but
different groups of subjects have been evaluated for each additional service. The problem with
using other subjects for each service is that the subject's demographic characteristics may be
responsible for the significant differences in quality expectations. The paper has used a
controlled and repeated measure of design, where subjects have been asked to evaluate three
services, varying in their degree of intangibility.
Carsten Fink, Aaditya Mattoo, and Randeep Rathindran 3 (2001), in their study titled,
“Liberalizing Basic Telecommunications: The Asian Experience,” have found that despite the
move away from traditional public monopolies, most Asian governments are still unwilling to
allow unrestricted entry, eliminate limits on private and foreign ownership, and establish solid
independent regulators. A comprehensive reform, including privatization, competition, and
regulation, has been implemented, and there are significantly higher levels of mainline
availability, service quality, and labour productivity.
David M. Szymanski and David H. Henard 4 (2001), in their study entitled, “The New
Marketing Developing Long-term Interactive Relationships”, have said that the growing number
of academic studies on customer satisfaction and the mixed findings they report complicates the
efforts among managers and academics to identify the 47 antecedents to, and outcomes of
businesses having more against less-satisfied customers. These mixed findings and the growing
emphasis by managers on having satisfied customers point to the value of empirically
synthesizing the evidence on customer satisfaction to assess current knowledge. To achieve this
goal, the authors conducted a meta-analysis of the reported findings on
customer satisfaction. They have documented that, on average, equity and disconfirmation are
most strongly related to customer satisfaction.
Jonathan, Lee, Janghyuk, Lee, Lawrence and Feick5 (2001), in their article titled, "The
Impact of Switching Costs on the Customer Satisfaction-loyalty Link: Mobile Phone Service in
France", have analysed that moderating role of switching costs in the customer satisfaction-
loyalty link and identifying customer segments and retaining them. Thus, this paper aims to
examine the moderating role of switching costs in the customer satisfaction-loyalty link, identify
customer segments, and then analyse the heterogeneity in the satisfaction-loyalty connection
among the different segments. An empirical example based on France's mobile phone service
market indicates support for the moderating role of switching costs. Managerial implications of
the results are discussed.
Robert C. Ford, Cherill P. Heaton and Stephen W. Brown6 (2001), in their article titled,
"Delivering Excellent Service Lessons from the Best Firms", have stated that many companies
see investments in complaint handling as means of increasing customer commitment and
building customer loyalty. However, firms are not well informed on how to deal successfully
with service failures or the impact of complaint handling 48 strategies. They have supported a
quasi "brand equity" perspective, where satisfaction with complaint handling directly impacts
trust and commitment, to a limited extent, to the effects of poor complaint handling.
Implications for managers and scholars have also been discussed.
Wilska7 (2001), in his paper titled, "New Technology and Young People's Consumer Identities:
A Comparative Study between Finland and Brazil," has found that among young people aged 16-
20, it was found that mobile phones choice and especially usage is consistent with respondent's
general consumption styles. The research has indicated that addictive use is common among
females and is related to trendy and impulsive consumption styles. Instead, males have been
found to have more technology enthusiasm and trend-consciousness. These attributes have been
then linked to impulsive consumption. The study concludes that genders are becoming more
alike in telecom service choices because individual differences in consumption patterns are
identifiable.
Balasubramanian, Paterson and S.L. Jarvenpaa8 (2002), in their article entitled, "Exploring
the Implications of M-convenience for Markets and Marketing," have identified the unique
intrinsic attributes mentioned by the end users are unhindered time and space attributes of the
mobile phone. The extrinsic attributes are divided into direct and indirect networks. A direct
network is the effect of the network's size, speed and capacity. In contrast, an indirect network is
an effect originating from the information, transaction, or interactive machine services.
Bhave and Ashish9 (2002), in their article entitled, "Customer Satisfaction Measurement", have
found that the opinion that customer's perception of service and quality of a product determines
the success of that product or service in the market. With a better understanding of customers"
perceptions, a firm can determine the appropriate actions to meet customers' needs. Firms can
identify their strengths and weaknesses in comparison with their competitors. Major attributes
influencing customer satisfaction are product quality, packaging, delivery commitments, price,
responsiveness, ability to resolve complaints, and overall communication, accessibility, and
attitude failing short creates dissatisfaction. Customer loyalty is an important strategic objective
for all organizations.
K.E. Lommeruda and L. Sorgard10 (2003), in their study on "Entry in Telecommunication:
Customer Loyalty, Price Sensitivity and Access Prices", have stated that telecommunication
services are like undifferentiated products. Therefore, customers do not price sensitive all the
time, and sometimes brand loyalty is dominant in brand preferences. This is because old
monopolists retain some consumers. They have pointed out the substantive role of price fairness
and quality service with customer satisfaction in the communication sector.
LED (under DELP scheme) CFL Incandescent bulb

Watt 7 14 60

Energy efficiency 88 per cent 50 per cent 0 per cent

Annual cost savings of electricity bill per INR 162 INR 85 Nil
bulb)

Life expectancy (hours) 50,000 8,000 1,200

Free of cost warranty 3 years 1 year Nil

CLEAR UNDERSTANDING OF CUSTOMER NEEDS AND EXPECTATIONS

The achievement of a strong customer satisfaction is closely related to the understanding customer
needs and expectations (William and Bertsch, 1992). According to the Kano Model (2001), customer
needs can be divided into:

• Basic needs – obvious needs of customers and if not met, he is dissatisfied, however meetingthis
needs may not be enough for customer satisfaction. Its satisfaction results in “must be quality”.

• Expected needs – these are important needs that customers are fully aware of and satisfaction is
expected in every purchase; their satisfaction creates “expected quality”.

• Excitement needs – these are unconscious and unspoken needs of customers. By identifying and
satisfying such needs, companies will have added large value to customers and can win loyal
customers. This satisfaction creates “attractive quality”.

Studies that supported the notion that expectations precede satisfaction include: Anderson, Fornell and
Lehmann (1994), who conducted investigation on Swedish firms and reported that there is a positive
and significant relationship between expectations and customer satisfaction.

They describe expectation as an accumulation of information about quality from the outside sources
(e.g. advertising, word of mouth and general media) and past experiences. Cadotte, Woodruff, and
Jenkins (1987) conducted investigation on food restaurant and reported that expectation is
significantly correlated with satisfaction. Additionally, expectation is a pre- purchase choice process
and form a part of evaluation standards of conceptualizing satisfaction process. Churchill and
Suprenant (1982) conducted investigation on durable good (video disc player) and non-durable good
(hybrid plant). For the hybrid plant study, expectation is reportedto have a direct impact on
satisfaction. Oliver (1981) conducted investigation on retail stores and reported that expectation has
direct influence on satisfaction. However, there are other research works that disagree with this
finding, examples include: Churchill and Suprenant (1982) in their investigation on video disc player,
reported expectation to have no impact on satisfaction. Sprengand Olvshavsky (1993) conducted
investigation on cameras and reported that there is no significant relationship between these two
variables.

With this aforementioned literature, it is noted that customers purchase services based on their needs
and have expectations that the purchased services will meet their needs. Customers in turn assess the
service performance in accordance to how well it meets their expectations. Although, customer
expectation is not a focus of this study, however satisfaction measurement is useful to understand
customer expectations (since most times assessment is done by customers based on past experiences
and future beliefs of service performance.
 CHAPTER -3
COMPANY
PROFILE
COMPANY PROFILE
Havells India Ltd is a billion-dollar-plus organization and is one of the largest & India's
fastest-growing electrical and power distribution equipment manufacturers with products
ranging from Industrial & Domestic Circuit Protection Switchgear, Cables & Wires,
Motors, Water Heaters, Fans, Power Capacitors, CFL Lamps, Luminaries for Domestic,
Commercial & Industrial applications and Modular Switches covering the entire gamut of
household, commercial and industrial electrical needs.

Havells owns some of the prestigious global brands like Crabtree, Sylvania, Concord,
Luminance, Linolite, & SLI Lighting.

With 94 branches / representative offices and over 5000 professionals in over 50 countries
across the globe, the group has achieved rapid success in the past few years. Its 12 state-of-
the-art manufacturing units in India located at Haridwar, Baddi, Noida, Faridabad, Alwar,
Neem Rana, and 6 state-of-the-art manufacturing plants located across Europe, Latin
America & Africa churn out globally acclaimed products. Havells is a name synonymous
with excellence and expertise in the electrical industry. Its 20000-strong global distribution
network is prompt to service customers.

The company has acquired several International certifications, like CSA, KEMA, CB, CE,
ASTA, CPA, SEMKO, SIRIUM (Malaysia), SPRING (Singapore), TSE (Turkey), SNI
(Indonesia), and EDD (Bahrain) for various products. Today, Havells and its brands have
emerged as the preferred choice of electrical products for discerning individuals and
industrial consumers both in India and abroad.
 In an attempt to transform itself from an industrial product company to a consumer products
company, Havells launched consumer electrical products such as CFLs, Fans, Modular
Switches & Luminaires. The company has been consistent in its brand promotion with
sponsorship of Cricket events like the T20 World Cup, India-Australia Series, and IPL Season
first, second and third.
The company has also taken the initiative to reach directly to the consumers through "Havells
Galaxy" – a one-stop shop for all electrical and lighting needs.

Vision
"To be a globally recognized corporation that provides best electrical & lighting
solutions, delivered by best-in-class people."

Mission
“To achieve our vision through fairness, business ethics, global reach, technological expertise,
building long-term relationships with all our associates, customers, partners, and employees.”

PRODUCT RANGE OF THECOMPANY

Building circuit protection:

 Miniature circuit breaker

 Changeover switch

 Residual current circuit breaker

 Residual current circuit breaker with overload and short circuit protection

 Distribution board
Industrial circuit protection:

 Air Circuit Breakers

 Load line MCCBs

 Digital MCCB

 Panel Board System

 Automatic Transfer Switches

 Changeover Switches

 By-Pass Changeover Switch

 Switch Disconnector

 Off Load Changeover Switches

 Contactor

 Thermal Overload Relay

 Starters

 Switch Disconnector Fuse

 Fuse Switch & Switch Fuse

 Fuse Holder

 Fuse Link & Fuse Base.

 Plug &Socket

 Load Break Swit

Cables:

 LT PVC/XLPE Power/Control Cables.

 Domestic House Wire/Multicore Flexible Cables

 Specialty Cables

a) Telephone Cables

b) Instrumentation Cables

Energy meter

 CFL.
 Fans.
 Modular plate switches.
 Bath Fittings and Accessories

During this project working as an intern, my job was related to the limited section of Havells
products which are

 Building circuit protection

 Industrial circuit protection and

 Modular plate switches

SWOT ANALYSIS

a. Strength-
1. Great investments in fast-growing emerging countries
2. Very good acquisition history
3. Amongst top three players in most of its products with aggressive building
4. Broad range of products and good advertising through TVC

b. Weaknesses-

1. High Debt ratio

2. Globally small market share

3. Slowdown of real estate

4. Slowdown in global markets will affect more adversely after a series of acquisitions

c. Opportunities-

1. Globally emerging markets

2. Weak cycles of the sector

3. Acquisition of Chinese firms for low-cost manufacturing

4. Vertical integration into Havells retail outlets

d. Threats-

1. Unorganized markets
2. Delays in execution of power projects
3. Highly regulated electrical sector
4. Environmental legislations on industrial wastes
 COMPETITORS ANALYSIS
The Lighting industry has various competitors which can be listed as commercial and Residential
lighting players. Few major competitors have been listed down.

1. ABB Ltd-

Parent Company ABB Group

Category Electrical Equipment

Sector Energy & Power

Tagline/ Slogan Power and productivity for a better world

It helps customers to use electrical power effectively and to increase industrial

USP productivity in a sustainable way

ABB (ASEA Brown Boveri) is a Swedish-Swiss multinational corporation headquarteredin

Zurich, Switzerland, operating mainly in robotics, power, heavy electrical equipment and
automation technology areas. It is ranked 341st in the Fortune 500 global list of 2018 and hasbeen
a global Fortune 500 company for 24 years.

ABB is traded on the SIX Swiss Exchange in Zürich, Nasdaq Stockholm and the New York
Stock Exchange in the United States. ABB's history goes back to the late 19th century. Allmänna
Svenska Elektriska Aktiebolaget (General Swedish Electrical Limited Company, ASEA) was
founded in 1883 by Ludvig Fredholm in Västerås as manufacturer of electrical light and
generators. Brown, Boveri & Cie (BBC) was formed in 1891 in Baden, Switzerland, by Charles
Eugene Lancelot Brown and Walter Boveri as a Swiss group of electrical companies producing
AC and DC motors, generators, steam turbines and transformers.

ABB around the world.

ABB was created as the result of the merger of the Swedish corporation ASEA and
the Swiss company Brown, Boveri & Cie (BBC) in 1988. The latter had acquired
Maschinenfabrik Oerlikon in 1967. The former CEO of ASEA, Percy Barnevik ran the company
until 1996.

History

ABB Transformer in Iowa being transported by the Iowa Interstate Railroad.

In 1990, ABB purchased Westinghouse's metering and control division (the load control division
was spun off to Cannon Technologies in the late 1990s and the meter division was spun off to
Elster Electricity in the early 2000s). Also, in the early 1990s, ABB purchased Combustion
Engineering (C-E), headquartered in Stamford and Norwalk, Connecticut, a leading U.S. firm in
the development of conventional fossil fuel power and nuclear power supply systems to break into
the North American market. Klaus Agthe was CEO of the US operation at the time. Continuing
with its expansion plans, ABB purchased Elsag Bailey, a process automation group, in 1997
which included Bailey Controls, Hartmann & Braun, and Fischer & Porter. This was the largest
acquisition to date in ABB's history.

ABB bought International Combustion Ltd from Rolls-Royce in 1997.

Alstom acquired ABB's boiler and fossil fuel operations in 2000 while its nuclear business was
purchased by Westinghouse Electric Company in 2000. In 2000, ABB also signed a contract for
the delivery of equipment and services for two North Korean nuclear powerplants to be supplied
under an agreement with the Korean Peninsula Energy Development Organization (KEDO), a
consortium formed in 1995 by the governments of the United States, Japan, South Korea and the
European Union. ABB formally divested from a joint venture named ABB-Alstom Power in 2000,
and sold its interest in conventional power generation systems to Alstom Power. ABB's nuclear
business was sold to BNFL and merged into Westinghouse Electric Company.
In 2001, ABB was ranked as number one on the Dow Jones corporate sustainability index for the
third year in a row.

In 2002, ABB asked Lindahl, the company's former chief executive, to return some of his $50
million retirement pay, which its board called excessive. ABB also asked its former chairman
Percy Barnevik to pay back part of his $87 million pension package. The size of the pensions was
disclosed at the same time as ABB's $691 million net loss for 2001 made headlines and drew
sharp criticism in Switzerland and Sweden.

ABB's Building Systems business unit was sold off in 2004 to Capvis, a Swiss private equity
company, as part of ABB's strategy to focus on power and automation technologies. ABB's
building systems businesses in Australia and Hong Kong were sold off the year before, in May
2003, to Downer EDI Limited. Building Systems provided services for building facilities
encompassing indoor air quality, building automation as well as power distribution and
management.

Financial debt and lingering asbestos liability brought ABB to the brink of bankruptcy in the
early 2000s. In 2006, ABB recovered financially by settling asbestos issues brought by its U.S.
subsidiaries, Combustion Engineering and Lummus Global. In August 2007 Lummus Global was
sold to CB&I.

In December 2008, ABB acquired Ber-Mac Electrical and Instrumentation to expand its presence
in western Canada's oil and gas industries.

In 2009, ABB realigned its automation divisions. As of January 1, 2010, the business units in the
Automation Products and Robotics divisions were regrouped into two new divisions – Discrete
Automation and Motion, and Low Voltage Products. The Process Automation division remained
unchanged except for the addition of the instrumentation business from the Automation Products
division.

In May 2010, ABB acquired software company Ventyx for more than $1 billion from Vista
Equity Partners. In 2011, on May 9 ABB announced acquisition of Australian-based Mincom
Limited from private equity firm Francisco Partners for an undisclosed sum. On July 29, 2011,
acquisition has been finalized. Mincom and Ventyx were subsequently integrated under the
latter’sname, and have now been integrated into ABB as the Enterprise Software Product Group.
In 2011 ABB acquired Baldor Electric USA for $4.2 billion in an all-cash transaction. On
January 30, 2012, ABB Group acquired Thomas & Betts in a $3.9 billion cash transaction. On
June 15, 2012, it completed acquisition of commercial and industrial wireless technology
specialists Tropos. In July 2013, ABB acquired Power-One in a $1 billion all-cash transaction, to
become the leading global manufacturer of solar inverters. On June 30, 2018, ABB completed its
acquisition of GE Industrial Solutions, GE's global electrification business. The transaction was
announced on September 25, 2017.

Organisational Structure
ABB is the world's largest builder of electricity grids and is active in many sectors, its core
businesses being in power and automation technologies. With a long history of growth through
mergers and acquisitions, it entered a phase of structure unification since 2014. The company has
one corporate division and four production divisions. reorganization in January 2017. ABB
implements the matrix structure .

Electrification Products
The Electrification Products division manufactures low- and medium-voltage electrical products,
including electric vehicle infrastructure, solar inverters,
modular substations, distribution automation; products to protect people, installations and
electronic equipment from electrical overload such as enclosures, cable systems and low-voltage
circuit breakers; measuring and sensing devices, control
products, switches and wiring accessories. The division further makes KNX systems that integrate
and automate a building's electrical installations, ventilation systems, and security and data
communication networks. Electrification Products also incorporates an Electrification Solutions
unit manufacturing low voltage switchgear and motor control centers. Customers include a wide
range of industry and utility operations, plus commercial and residential buildings.

The acquisition of GE Industrial Solutions, which closed in June 2018, further strengthened
ABB's #2 global position in electrification.
Robotics and Motion
An ABB industrial robot.

The Robotics and Motion division provides products and services for industrial production. It
includes electric motors, generators, drives, power electronics and industrial robots. ABB has
installed over 300,000 robots. In 2006, ABB opened a manufacturing centre in Shanghai, China.
Also, this division belongs to wind generators, solar power inverters, and UPS products.
Industrial Automation
The Industrial Automation division provides systems for control, plant optimization, and
industry- specific automation applications. The
industries served include oil and gas, power, chemicals and
pharmaceuticals, pulp and
paper, metals and minerals, and marine and turbocharging. The division consists of seven business
units: Control Technologies (the world's No 1 DCS supplier); Marine & Ports; Measurement &
Analytics; Oil, Gas & Chemicals; Power Generation & Water; Process Industries and
Turbocharging.

Power Grids
The Power Grids division offers components for the transmission and distribution of electricity.
The division incorporates ABB's manufacturing network for transformers, switchgear, circuit
breakers, and associated high voltage equipment such as digital protective relays. It also offers
maintenance services. The division also provides turnkey systems and services for power
transmission and distribution grids and power plants; this includes electrical substations and
substation automation systems, flexible AC transmission systems (FACTS), direct high-voltage
current (HVDC) systems, and network management systems. The division is subdivided into
four business units High Voltage Products, Transformers, Grid Automation and Grid Integration.
ABB LTD SWOT ANALYSIS

Strengths
1. Huge installed customer base with long term contracts.
2. Superior brand value has helped it in cross selling and gave a lot of aftermarket sale
opportunities.

3. ABB has resources all over the world and is geographically well spread.

4. Significant portion of its revenue is from emerging markets which have a increasing demand
for infrastructure.

5. Well known for manufacturing consistent top-quality products around the globe

Weaknesses
1. The management has a history of overpaying for acquisitions and not delivering synergies on
previous deals

2. On the back of shortage of liquidity, the margin is not improving in the shorter term
3. Bad debts and financial difficulties with customers have increased the debtor's provisions
affecting profit

Opportunities

1. Government initiatives in the infrastructure space will augment overall demand for power
industry

2. It is financially strong with huge cash flows which will help in acquisitions, buybacks and
dividends
3. Increase in demand for smart grids increase demand for any companies that manufacture,
supply or build smart grid infrastructure
4. Additional regulation will increase the demand for companies in the environmental
services industry

Threats

1.A bad outlook of the economy will affect the cash flows and growth of the economy
2. Governments are under pressure for cutting down the costs, which may slow down
replacement sales and put overall sales at risk.

COMPANY PROFILE OF PHILLIPS

Koninklijke Philips N.V. (literally Royal Philips, stylized as PHILIPS) is a Dutch multinational
technology company headquartered in Amsterdam currently focused in the area of healthcare and
lighting. It was founded in Eindhoven in 1891 by Gerard Philips and his father Frederik, with their
first products being light bulbs. It was once one of the largest electronic conglomerates in the
world and currently employs around 105,000 people across 60 countries. The company gained its
royal honorary title in 1998 and dropped the "Electronics" in its name in 2013.

Philips is organized into three main divisions: Philips Consumer Lifestyle (formerly Philips
Consumer Electronics and Philips Domestic Appliances and Personal Care), Philips Healthcare
(formerly Philips Medical Systems) and Signify N.V. (formerly Philips Lighting prior to 2018).
The company started making electric shavers from 1939 under the Philishave brand, and post-
war theydeveloped the Compact Cassette format and co-developed the Compact Disc formatwith
Sony, as well as several other technologies. As of 2012, Philips was the largest manufacturerof
lighting in the world measured by applicable revenues.

Philips has a primary listing on the Euronext Amsterdam stock exchange and is a component of
the Euro Stoxx 50 stock market index. It has a secondary listing on the New York Stock
Exchange. Acquisitions include that of Signetics and Magnavox. They also have had a sports club
since 1913 called PSV Eindhoven.
HISTORY

The Philips Company was founded in 1891, by Gerard Philips and his father Frederik Philips.
Frederik, a banker based in Zaltbommel, financed the purchase and setup of an empty factory
building in Eindhoven, where the company started the production of carbon-filament lamps and
other electro-technical products in 1892. This first factory has been adapted and is used as a
museum.

In 1895, after a difficult first few years and near bankruptcy, the Philipses brought in Anton,
Gerard's younger brother by sixteen years. Though he had earned a degree in engineering, Anton
started work as a sales representative; soon, however, he began to contribute many important
business ideas. With Anton's arrival, the family business began to expand rapidly, resulting in the
founding of Philips Metaalgloeilampfabriek N.V. (Philips Metal Filament Lamp Factory Ltd.) in
Eindhoven in 1908, followed in 1912, by the foundation of Philips Gloeilampenfabrieken N.V.
(Philips Lightbulb Factories Ltd.). After Gerard and Anton Philips changed their family business
by founding the Philips corporation, they laid the foundations for the later electronics
multinational.

In the 1920s, the company started to manufacture other products, such as vacuum tubes. In 1939,
they introduced their electric razor, the Philishave(marketed in the US using the Norelco brand
name). The "Chapel" is a radio with built-in loudspeaker, which was designed during the early
1930s.

Philips Radio
Philips chapel radio model 930A, 1931

On 11 March 1927, Philips went on the air with shortwave radio station PCJJ (later PCJ) which
was joined in 1929 by sister station PHOHI (Philips Omroep Holland-Indië). PHOHI broadcast in
Dutch to the Dutch East Indies (now Indonesia) while PCJJ broadcast in English, Spanish and
German to the rest of the world.

The international program on Sundays commenced in 1928, with host Eddie Startz hosting the
Happy Station show, which became the world's longest-running shortwave program.
Broadcasts from the Netherlands were interrupted by the German invasion in May 1940. The
Germans commandeered the transmitters in Huizen to use for pro-Nazi broadcasts, some
originating from Germany, others concerts from Dutch broadcasters under German control.

Philips Radio was absorbed shortly after liberation when its two shortwave stations were
nationalised in 1947 and renamed Radio Netherlands Worldwide, the Dutch International Service.
Some PCJ programs, such as Happy Station, continued on the new station.

Stirling engine
Philips was instrumental in the revival of the Stirling engine when, in the early 1930s, the
management decided that offering a low-power portable generator would assist in expanding
sales of its radios into parts of the world where mains electricity was unavailable and the supply
of batteries uncertain. Engineers at the company's research lab carried out a systematic
comparison of various power sources. They determined that the almost forgotten Stirling engine
would be most suitable, citing its quiet operation (both audibly and in terms of radio
interference) and ability to run on a variety of heat sources (standard lamp oil – "cheap and
available everywhere" – was favoured). They were also aware that, unlike steam and internal
combustion engines, virtually no serious development work had been carried out on the Stirling
engine for many years. They asserted that modern materials and know-how should enable
significant improvements.
Encouraged by their first experimental engine, which produced 16 W of shaft power from a bore
and stroke of 30 mm × 25 mm, various development models were made in a program which
continued throughout World War II. By the late 1940s, the 'Type 10' was ready to be handed over
to Philips' subsidiary Johan de Witt in Dordrecht to be produced and incorporated into a
generator set as originally planned. The result, rated at 180/200 W electrical output from a bore
and stroke of 55 mm × 27 mm, was designated MP1002CA (known as the "Bungalow set").
Production of an initial batch of 250 began in 1951. Still, it became clear that theycould not be
made at a competitive price. Besides, the advent of transistor radios with their much lower power
requirements meant that the original rationale for the set was disappearing. Approximately 150
of these sets were eventually produced.

In parallel with the generator set Philips developed experimental Stirling engines for a wide
variety of applications and continued to work in the field until the late 1970s, though the only
commercial
success was the 'reversed Stirling engine' cryocooler. However, they filed a large number of
patents and amassed a wealth of information, which they later licensed to other companies.

Shavers

The first Philips shaver was introduced in the 1930s and was simply called Philishave. In the US,
it was called Norelco. The Philishave has remained part of the Philips product line-up until the
present.

Operations

Philips is registered in the Netherlands as a naamloze vennootschap and has its

globalheadquarters in Amsterdam. At the end of 2013 Philips had 111 manufacturing facilities,
59 R&DFacilities across 26 countries and sales and service operations in around 100 countries.
[58]

Philips is organized into three main divisions: Philips Consumer Lifestyle (formerly Philips
Consumer Electronics and Philips Domestic Appliances and Personal Care), Philips Healthcare
(formerly Philips Medical Systems) and Philips Lighting. Philips achieved total revenues of
€22.579 billion in 2011, of which €8.852 billion were generated by Philips Healthcare, €7.638
billion by Philips Lighting, €5.823 billion by Philips Consumer Lifestyle and €266 million from
group activities. At the end of 2011 Philips had a total of 121,888 employees, of whom around
44% were employed in Philips Lighting, 31% in Philips Healthcare and 15% in Philips
Consumer Lifestyle.

Philips invested a total of €1.61 billion in research and development in 2011, equivalent to 7.1%
of sales. Philips Intellectual Property and Standards is the group-wide division responsible for
licensing, trademark protection and patenting. Philips currently holds around 54,000 patent rights,
39,000 trademarks, 70,000 design rights and 4,400 domain name registrations.
SWOT ANALYSIS OF PHILIPS
STRENGTHS

1. Subsidiaries in more than 100 countries with more than 120,000 employees
2. Operates around 110+ production facilities

3. Has a very strong R&D portfolio, with 7 active R&D centers across the globe

4. Market leadership and strong brand equity - market leader in cardiac care, acute care and
home healthcare, energy efficient lighting solutions with consistent growth rate in emerging
market

5. Customer loyalty is high for consumer electronics made by Phillips

WEAKNESS
1. Legal tangles tarnish brand image – With over 50 class action anti-trust complaints resulting in
investigation against Philips like Lite-on digital solution, CRT division.
2. Highly competitive market in electronic appliances from both local and international brands
3.Higher price quotient compared to competitors

OPPORTUNITIES

1.Growth through the inorganic route is key to Philips

2.Increasing demand for sustainable and green lighting products
3. Growing presence in emerging markets like India and China

4. Push from various government and environmental activists for greener products indirectly
promoting the products of Philips
THREATS

1. Highly competitive market environment.

2. Counterfeit goods major threat to manufacturers of branded electronics
3. Environmental and other government regulations

4. Exchange rate fluctuations

 CHAPTER -4
DATA ANALYSIS AND INTERPRETATION
IMPORTANCE OF DATA ANALYSIS IN BUSINESS:

Before beginning the dissertation, one must collect data for the research. The data can be
collected using data gathering techniques or someone else’s existing data if it serves the purpose
of the study. Collecting the data correctly takes a great deal of work. Before data analysis can
begin, the accuracy of the data collected needs to be verified. Following data collection, the data
needs to be critically analysed. For any research, data analysis is critical as it explains various
concepts, theories, frameworks and methods used. It eventually helps in arriving at conclusions
and proving the hypothesis.

Data analysis is used to inspect, clean, transform and remodel data to reach an inevitable
conclusion for a given situation. Data analysis is typical of two kinds: qualitative and quantitative.
The type of data dictates the method of analysis. In qualitative research, any non-numerical data
like text or individual words are analysed. Quantitative analysis, on the other hand, focuses on
measuring the data and can use statistics to help reveal results and conclusions. The results are
numerical. In some cases, both forms of analysis are used hand in hand. For example, quantitative
analysis can help prove qualitative conclusions.

Among the many benefits of data analysis, the more important ones are:

1. Data analysis helps in structuring the findings from different sources of data.
2. Data analysis is very helpful in breaking a macro problem into micro parts.
3. Data analysis acts like a filter when it comes to acquiring meaningful insights out of huge data set.
4. Data analysis helps in keeping human bias away from the research conclusion with the help of
proper statistical treatment
 1. What is your annual income?

Table No.1

Annual Income No. Of Respondents Percentage

Below 1 Lakh 12 24%

1 Lakh-3Lakh 25 50%
Above 3 Lakh 13 26%

Figure: 4.1

Interpretation
From the above Pie chart, we see that 24% of the people are having income below 1Lakh,
50% are having income between 1 Lakh – 3 Lakh and 26% of the people are having above 3 Lakh
 2 . Products preferred by customer?

Table No.2

Particulars No. Of Respondents Percentage

LED 18 36%
Halogen 32 64%

Figure- 4.2

Interpretation

The above pie diagram shows that 36% of people are using LED and 64% of people are using
halogen
 3. Did you ever purchase Havells products?

Table No.3

Particulars No. Of Respondents Percentage

Yes 25 50%
No 25 50%

Figure 4.3

Interpretation

From the above graph, states that 50% of the people have purchased Havells products and 50%
of the people have not purchased and havells product
 4. Do you know about Havells LED, Fans & Cables?

Table No.4

Particulars No. Of Respondents Percentage

Yes 27 54%
No 23 46%

Figure-4.4

Interpretation

The pie diagram shows us that 54% of the people know about Havells products and 46% of the
people don’t know about Havells products
 5. Do you feel Havells has updated with the running trends in the market?

Table No.5

Particulars No. Of Respondents Percentage

Yes 21 42%
No 29 58%

Fgure 4.5

Interpretation

From the above pie chart, we see that 42% of the people feel that Havells are updated with the
market trends and 58% of the people feel they are not updated with market trends
6. How much satisfied are you with Havells Product Quality

Table No.6

Particulars No. Of Respondents Percentage

Very Satisfied 12 24%

Satisfied 26 52%
Not Satisfied 12 24%

Figure 4.6

Interpretation

According to graph, we see that from the 50 respondents, 12 people are very satisfied with
Havells Product Quality and 26 people are Satisfied and 12 people are Not satisfied
7. What according to you is best at Havells?

Table No.7

Particulars No. Of Respondents Percentage

Product Quality 17 30%

Price 24 48%
After sales Service 11 22%

Figure 4.7

Interpretation

From the above pie we see that 30% of the people feel Havells have the best Product Quality and
48% of the people feel the Havells have good pricing and 22% of the people feel they provide a
best after sale service
 .

8. Who according to you is the major competitors to Havells?

Table No.8

Particulars No. Of Respondents Percentage

Philips 10 20%
Wipro 24 48%
Syska 11 22%
Crompton 5 10%

Figure-4.8

Interpretation

The above graph shows that 20% of the people find Philips, 48% of the people find Wipro, 22%
of the people find Syska and 10% for Crompton
 9. Are you satisfied with the pricing?

Table No.9

Particulars No. Of Respondents Percentage

Yes 24 48%
No 26 52%

Figure-4.9

Interpretation

From the above diagram we see that 48% of the people are satisfied with pricing of havells and
52% of the people are not satisfied
 10. Preferred product at Havells

Table No.10

Particulars No. Of Respondents Percentage

Lights 8 16%
Cables 25 50%
Fans 17 34%

Figure-4.10

Interpretation

From the above data we see that 16% of the people prefer Havells Lights, 50% of the people
prefer Havells Cables and 34% of the people prefer Havells Fans
11. According to you which product should be improved?

Table No.11

Particulars No. Of Respondents Percentage

Lighting 15 30%
Fans 25 50%
Cables 10 20%

Figure- 4.11

Interpretation

The above pie shows that 30% of the people Havells should improve Lighting, 50% of the people
says Havells Fans and 20% of the people says as Havells Cables
12 . On a scale of 1-5 how do you rate Havells products?

Tables No-12

Particulars No. Of Respondents Percentage

1 6 12%
2 14 28%
3 13 26%
4 10 20%
5 7 14%

Figure -4.12

Interpretation

From the above graph it can be interpreted that, 12% of the respondents have rated Havells
products one out of five, 28% have rated two out of five, 26% have rated three out of five, 20%
have rated four out of five and 14% have rated five out of five.
 CHAPTER -5

FINDINGS, SUGGESTIONS AND CONCLUSION

 Findings
 Dealer influenced market

o Dealer recommendation crucial

o Price/ margins may play a major role

 Havells not only expanded its LED range but also its reach into Asia-Pacific and the
Middle East.

 Major competitors are Phillips, ABB Ltd., Wipro Ltd., Syska Lights, Crompton, those
are catching the Havells market.

 The brand whose relations in the market with the dealers are not sound or the dealer’s
satisfaction is not with the brand, that brand suffers in terms of Retailer ‘s negative
recommendation to customers and market availability.

 Dealers/retailers are not updated with change in price & change in product line.
―Some of them does not has the latest price lists.
 SUGGESTIONS

1. Retailer should be appointed & sound relation should be maintained with dealers.
Continuous schemes and offers should be offered to dealers.

2. Price of the product should be updated with the market changes.

3. Give the proper information and training about the new products to the dealers/retailers .
 Conclusion
After conducting Retailer ‘s research for Havells Ltd, with their valuable suggestions and
responses to the different questions.

We can conclude that there is good market Awareness about Havells in the market. Retailer ‘s
satisfaction level of most respondents is higher for Havells, which is provided by survey. Higher
satisfaction level of Havells is due to its good products at affordable prices. This conveys that the
dealers are stocking more Havells products than other companies.

1. About 90% of the Retailers of this Industry stock Havells as their running item in Pune.

2. The company has a 40% share in India's low-voltage switchgear market.

3. The main factors contributing in Retailers Satisfaction are high Margin provided to them.

4. Quality is the main factor which influence the customer in buying the products of Havells.

5. According to the end consumers, the Price of Havells Product are a bit high but the
Quality is also better comparatively.

6. Environment of company is sound. And all the employers work with coordination.

7. Havells has its brand name, people rely on this company, so company should also take
care of their customer, and also now competition is more, so company should always
work on their loopholes.
ANNEXURES
&
Bibliography
 Questionnaire

Q1: - What is your annual income?

1. Below 1 lakh
2. 1 lakh – 3 Lakhs
3. Above 3 Lakhs

Q2: - What are you

using?

1. LED
2. Halogen

Q3: - Did you ever purchase Havells products?

1. Yes
2. No

Q4: - Do you know about Havells LED, Fans & Cables?

1. Yes
2. No

Q5: - Do you feel havells is updated with the running trends in the market?

1. Yes
2. No

Q6: - How much satisfied are you with Havells Product Quality

1. Very Satisfied
2. Satisfied
3. Not Satisfied
Q7: - What according to you is best at havells?

1. Product Quality
2. Price
3. After Sales Service

Q8: - Who according to you is the major competitors to Havells?

1. Phillips
2. Wipro
3. Syska
4. Crompton

Q9: - Are you satisfied with the pricing?

1. Yes
2. No

Q10: - Preferred product at Havells

1. Lights
2. Cables
3. Fans

Q11: - According to you what product should be improved?

1. Lighting
2. Fans
3. Cables
Q12: - On a scale of 1-5 how do you rate Havells's products?

1. (1)
2. (2)
3. (3)
4. (4)
5. (5)
 Bibliography

1. https://www.indiainfoline.com/company/havells-india-ltd/summary/3272
2. https://www.electronicshub.org/led-light-emitting-diode/
3. https://www.shineretrofits.com/knowledge-base/lighting-learning-center/a-brief-history-
of-led-lighting.htm
4. www.havells.com
5. www.aple.lites.co.in
6. www.google.com

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