Description
Do take some time off for a brief interlude with the past, as we take you back in time to the evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian industry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells drilled for salt.
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
EXECUTIVE SUMMARY
INDUSTRY PROFILE
Do take some time off for a brief interlude wit te !ast" as we take #ou ba$k in time to te
e%olution of &arat Petroleum Cor!oration 'imited( A new $a!ter in te istor# of Indian
industr#( Petroleum )deri%ed from 'atin Petra * ro$k and oleum * oil+ first $ame u! in wells
drilled for salt( Peo!le found it useful as illuminatin, oil and te demand for it steadil#
in$reased( Te de%elo!ment and !romotion of effi$ient kerosene*burnin, a!!lian$es for
li,tin, and $ookin, was an im!ortant !art of kerosene sellin, a$ti%it# te $om!an#
introdu$ed 'PG as a $ookin, fuel to te Indian ome in te mid*-./0s( And all alon," it went
be#ond sellin, !etroleum" An a,reement to build a modern refiner# at Tromba#" &omba# was
si,ned between te &urma Sell ,rou! of $om!anies and te Go%ernment of India on -/t
De$ember -./-(
Te Gas Industr# !la#s %er# im!ortant role be$ause it is %er# essential for e%er# uman bein,
So tat tere are four $om!an# like &arat ,as" Hindustan ,as" Indian ,as and relian$e ,as et$
te almost all te !eo!le are usin, te ,as for $ookin, and for te %ei$les Te $om!anies
and te ,o%ernment as made some rules for te new $onne$tions tat te rules te sould
a%e te ration $ard and te identit# $ard or %oter $ard
If e submit te abo%e do$ument 1ero2 if te distributor is a%in, te one*wa# e will ,i%e
te $onne$tion on te same da#( if te distributer is not a%in, te one*wa# te e will
maintain te watin, list of te new $onne$tions
SHREEPATIGONDA GAS AGENCY
INDI
Company profile
&arat,as from &arat Petroleum as dominated te 'P Gas market in India for o%er tree
de$ades( Toda#" 3/ million omes in India" wake u! ea$ mornin, to en4o# 5te $u! tat
$eers5 !re!ared on &arat,as( Similarl#" undreds of $ommer$ial and industrial
establisments start teir da#" $onfident and se$ure" a%in, entrusted teir 'P Gas needs to
&arat Petroleum(
A !ioneer in more wa#s tan one" &arat,as as brou,t man# inno%ati%e offerin,s to te
$ustomers6( To name a few7
• Eas# a$$ess to $ustomers trou, %arious modes in$ludin, online a$$ess
• Home deli%er# of $#linders
• 8alue added ser%i$es to $ustomers b# %enturin, into allied business to meet
$onsumers6 ouseold needs
• 'P Gas su!!lies trou, !i!eline to me,a residential $om!le2es
&arat,as * were inno%ation is a wa# of life999
NEED FOR THE STUDY
Te main !ur!ose of te stud# is to understand te satisfa$tion of $ustomers towards after
sales ser%i$es of sree!at,ouda ,as a,en$# wi$ will el! te $om!an# to make !ro!er
marketin, strate,# to render ,ood ser%i$es and satisf# te needs of te $ustomers( Te stud#
will el! te $om!an# to make !ro!er strate,ies and em!asi1e on teir weaker areas
SHREEPATIGONDA GAS AGENCY
INDI
O!"ECTIVES OF THE STUDY
? To understand te effi$ien$# and effe$ti%eness of e2istin, ser%i$es at sree!ati,ouda
,as a,en$# Indi
? To know te $ustomers o!inion wit re,ard to after sales ser%i$e of teir ,as deli%er#
? To know te satisfa$tion of $ustomer wit re,ard to !ost sales ser%i$es(
? To identif# te fa$tors wi$ affe$ts im!ro%ement and de%elo!ment in renderin,
ser%i$e
SCOPE OF THE STUDY
? Te stud# will el! te $om!an# to know teir effi$ien$# and effe$ti%eness of e2istin,
ser%i$es(
? Te $om!an# $an find out te im!a$t of ser%i$e in de%elo!in, new $ustomers(
? Te stud# will el! te $om!an# to make !ro!er marketin, strate,# for teir weaker
areas(
? Te stud# $o%ers te $ustomers of sree!ati,ouda ,as a,en$# indi town
SHREEPATIGONDA GAS AGENCY
INDI
RESEARCH METHODOLO#Y
Data source Primary (field survey)
Secondary (Internet, Catalogues,
Broachers.)
Area of research Indi
Research Aroach Survey !ethod
Research Instrument "uestionnaire
Samle #nit All e$isting and otential customers
Samling !ethod
Random samling
Samle Si%e
&'' units
Data Analysis(
Sss
LIMITATIONS OF THE STUDY
Not sin,le work is e2$e!tion to te limitations e%er# work as ,ot its own
limitations" so due to time $onstraint" m# stud# $onfines onl# to indi town and it is not
!ossible to make e2tensi%e stud#( It is assumed tat te sam!le sele$ted re!resents entire
!o!ulation(
a( &e$ause of time $onstraint" m# stud# $onfines onl# to Indi town and it is not !ossible
to make e2tensi%e stud#(
b( &# bus# s$edule of te e2e$uti%es it is diffi$ult to e2tra$t more information from
tem(
SHREEPATIGONDA GAS AGENCY
INDI
$( :nwillin,ness of ,as owners as left us to make random $on$lusions(
MA"OR FINDIN#S
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem sa#
tat te# refill te $#linder abo%e ;0 da#s(
@A =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< is bookin, teir $#linder b# !one
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$
/-< of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s$ 3.< of tem sa#s tat
dealer deli%er te $#linder on 3 B = da#s" and ?ile -0< of tem sa#s tat dealer deli%er
te $#linder on > B ; da#s(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
store room" ?ile remainin, C< of tem are in fa%or
? ./< of res!ondents are sa#s tat te deli%er# men does not $ar,e e2tra amount
oter ten billed amount and Nearl# /< of te res!ondents are sa#s tat te deli%er# men
$ar,e / B -0 Rs e2tra amount oter ten billed amount(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#(
SHREEPATIGONDA GAS AGENCY
INDI
CONCLUSION
'ess tan anti$i!ated ,rowt in te fa$e of intensif#in, $om!etition and risin, $osts $an
ardl# be e2!e$ted to ,et te $om!an# foamin,(
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom and it is a well known ser%i$e !ro%ider for
&arat ,as and te# are well establised in !ro%idin, satisfa$tor# after sales ser%i$es to its
$ustomers(
&# seein, te obser%ations most of te $ustomers are a%in, !ositi%e !er$e!tion towards
Sree!ati,ouda ,as a,en$# and are satisfied wit its ser%i$es su$ as A%ailabilit# of Timel#
and safe deli%er#" Staff su!!ort" Trained Fe$ani$s et$(
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
INTRODUCTION OF STUDY
Te stud# was to ,ain im!ro%ed understandin, of te for$es and fa$tors !resent in after*sales
a$ti%ities" and te role of tese in enan$in, or endan,erin, business( Te ob4e$ti%e was to
,ain a better understandin, of ow a su!!lier $ould su$$essfull# mana,e its 5$ustomer $are5
a$ti%ities in te d#nami$ Gas market( Te term" 5$are5 is used e2tensi%el# in te stud# as a
doorwa# into te world of after sales a$ti%ities as well as an or,ani1in, $onstru$t for
inter!retin, wat was found( Te $on$e!t of $are in$ludes a$ti%ities related to maintenan$e
and !re%enti%e maintenan$e( It additionall# in$ludes ser%i$es tat $an link ba$k to el!
enan$e !re*e2istin, $a!abilities for deli%er# of !rodu$ts or s#stems( Pro$esses and measures
of $ustomer satisfa$tion and lo#alt# !ro%ide two $riti$al as!e$ts of te stud#(
Te im!ortan$e of te $on$e!t of $are and te a$tions tat define it were found to be $riti$all#
im!ortant for a $ustomer6s total satisfa$tion( Te im!ortan$e of te $are !ase in te total
$ustomer !ro$ess was found to in$rease as te $ustomer relationsi! matures(
Tis work" arri%ed out to im!lement tis idea" illustrates tat tere is a ,reat" unreali1ed
!otential" !arti$ularl# in te $reation of a %iable model of after sales $ustomer $are able to
a$$ommodate te $om!le2it# of $ontem!orar# business de%elo!ment(
SHREEPATIGONDA GAS AGENCY
INDI
In%&'(ry profile
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
S)ri* A')o+ Sin)a
C)airman , Mana-in- Dire.(or
S)ri* S* Ra%)a+ri')nan
Dire.(or /Mar+e(in-0
S)ri* R* 1* Sin-)
Dire.(or /Refinerie'0
S)ri* S* 1* "o')i
Dire.(or /Finan.e0
S)ri S* Mo)an
Dire.(or /H&man Re'o&r.e'0
Prof* S* 1* !ar&a
Dire.(or
Prof* A* H* 1alro
Dire.(or
M'* Rama !i2ap&r+ar
Dire.(or
Prof* N* Ven+i(e')3aran
Dire.(or
S)ri T* !ala+ri')nan
Prin.ipal Se.re(ary
/In%&'(rie' , Commer.e0$
#o4ernmen( of 1erala
S)ri P* 1* Sin)a
A%%i(ional Se.re(ary , Finan.ial A%4i'or$
Mini'(ry of Pe(role&m , Na(&ral #a'
SHREEPATIGONDA GAS AGENCY
INDI
Company 4i'ion an% mi''ion
O&r Vi'ion
To be$ome market leaders in Customer Ser%i$e wit te i,est $ustomer satisfa$tion inde2"
and te i,est safet# standards(
O&r Mi''ion
To make &arat ,as a dominant brand in te se,ments we market" b# be$omin, trendsetters
in Customer Ser%i$e" Safet# and Gualit#(
!)ara( Pe(role&m 5 Ener-i6in- Li4e'
&arat Petroleum" one of te sin,le di,it Indian re!resentati%es in te Hortune /00 I Horbes
3000 listin,s" &PC' is often referred to as an 5FNC in PS: ,arb5( An ardent !ursuer of
Jualitati%e e2$ellen$e and a !ioneer in marketin, initiati%es" em!lo#s te 5&est in Class5
!ra$ti$es" for ma2imi1ation of $ustomer satisfa$tion(
?it a turno%er of :SD 3C billion and a net wort of o%er :SD 3 billion" it is an Oil Giant in
India( It markets te full ran,e of !etroleum !rodu$ts )trou,!ut of 3> million tonnes durin,
300;*0C+ and as an all*India !resen$e trou, 3 refineries" -== Oil installations I de!ots
and >D 'P Gas bottlin, !lants( Its e2tensi%e marketin, network $om!rises of around C">00
retail outlets" o%er 3-/0 'PG distributors I -000 SKOE'DO dealers(
O%er te #ears" &arat Petroleum meetin, te $allen,es of te ra!idl# $an,in,
en%ironment" as led te $an,es in te marketin, of !rodu$ts and ser%i$es( In all tese
$an,es" onl# one fa$tor as remained $onstant and as been te sour$e of &arat Petroleum6s
stren,t and ins!iration for an# future inno%ations * &arat Petroleum6s Peo!le(
&arat Petroleum as alwa#s been on te forefront of arnessin, te$nolo,# initiati%es for
SHREEPATIGONDA GAS AGENCY
INDI
ma2imi1in, effi$ien$# and a$ie%in, ,reater $ustomer satisfa$tion(
&arat Petroleum * $onstantl# !ro%idin, %alue to stake olders9
!)ara(-a'
&arat,as from &arat Petroleum as dominated te 'P Gas market in India for o%er tree
de$ades( Toda#" 3/ million omes in India" wake u! ea$ mornin, to en4o# 5te $u! tat
$eers5 !re!ared on &arat,as( Similarl#" undreds of $ommer$ial and industrial
establisments start teir da#" $onfident and se$ure" a%in, entrusted teir 'P Gas needs to
&arat Petroleum(
A !ioneer in more wa#s tan one" &arat,as as brou,t man# inno%ati%e offerin,s to te
$ustomers6( To name a few7
• Eas# a$$ess to $ustomers trou, %arious modes in$ludin, online a$$ess
• Home deli%er# of $#linders
• 8alue added ser%i$es to $ustomers b# %enturin, into allied business to meet
$onsumers6 ouseold needs
• 'P Gas su!!lies trou, !i!eline to me,a residential $om!le2es
• An inno%ati%e solution to rea$ 'P Gas su!!lies to rural and remote areas trou, te
5Rural5 Farketin, 8ei$le
• Re%olutioni1in, te metal $uttin, I bra1in, industr# wit te new !rodu$t * &arat
Fetal Cuttin, Gas(
&arat,as * were inno%ation is a wa# of life999
A3ar%' , A..ola%e'
SHREEPATIGONDA GAS AGENCY
INDI
7inner' of Oil In%&'(ry Safe(y A3ar% for ()e year'
Hrom -..3 to 300; te &PC' as won te safet# award for oil industr#
Oil In%&'(ry Safe(y A3ar%' were instituted in order to in$ul$ate $om!etiti%eness
amon, oil $om!anies to im!ro%e teir safet# !erforman$e(
Safet# !erforman$e of te $om!etin, or,ani1ations E installations is e%aluated wit te el!
of a new $riteria de%elo!ed at OISD wi$ takes into $onsideration" te total loss $on$e!t i(e(
fatalities" fires" lost time" dire$t I indire$t losses et$( and also te a1ard !otentials(
O()er A3ar%'
1)&r%a LP# Plan( 7*
Re$ei%ed Orissa State Safet# Award on &est !erforman$e in safet# I en%ironment b#
Dire$tor of Ha$tories I &oilers" Orissa on 3>(0/(300=
1)&r%a LP# Plan( 5
Re$ei%ed Orissa State Safet# Award on 'owest wei,ted freJuen$# rate of a$$ident b#
Dire$tor of Ha$tories I &oilers" Orissa on 3C(--(300>
1)&r%a LP# Plan( 5
Re$ei%ed Orissa State Safet# Award on 'owest wei,ted freJuen$# rate of a$$ident b#
Dire$tor of Ha$tories I &oilers" Orissa on -D(-3(300;
1ol+a(a LP# Terri(ory 7*
SHREEPATIGONDA GAS AGENCY
INDI
Re$ei%ed te Certifi$ate of a!!re$iation in te Greente$ En%ironment Awards in 300C
"aip&r LP# 8o((lin- plan( 5
Re$ei%ed te 'afe(y a3ar% from &ritis Safet# Coun$il for te #ear -..- in re$o,nition and
$ommendation of ser%i$es rendered in te $ause of safet#(
1&rnool LP# Terri(ory 5
I( as been awarded 9T)e .er(ifi.a(e of .ommen%a(ion: b# Kurnool Distri$t Consumers
Prote$tion Coun$il for te ser%i$es !ro%ided to te $ustomers $onse$uti%el# for te #ears
300-*03 and 3003*0=(
Roor+ee Terri(ory %i'(ri8&(or M;'* P&')pa+ #a' Ser4i.e$ Har%3ar was fa$ilitated b# L
8is%a :!bokta San,atan" Saaran!urL for 9U((am #ra)a+ Se4a9 in a fun$tion eld at
Hardwar(
7ai LP# Plan( a%e been awarded :Cer(ifi.a(e of Meri
for 5Feritorious !erforman$e
in Safet# in te Faarastra Safet# Awards Com!etition * 30035(
Solap&r LP# Plan( a%e been awarded :Cer(ifi.a(e of Meri for 5Feritorious
!erforman$e in Safet# in te Faarastra Safet# Awards Com!etition * 30035(
7ai Terri(ory re$ei%ed awards from National Safet# Coun$ilL Faarastra Ca!ter for
Feritorious !erforman$e in Industrial Safet# as under 7
Faarastra Safet# Award * 3003(
Faarastra Safet# Award * 300=(
Faarastra Safet# Award * 300>(
Faarastra Safet# Award * 300/(
Faarastra Safet# Award * 300;(
"al-aon Terri(ory won te followin, awards7
SHREEPATIGONDA GAS AGENCY
INDI
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300;(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300/(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300>(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300=(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 3003(
Runner :! L Customer Coi$e Award Hor Te Year 300-*03(
S&ra( Terri(ory5
It as ba,,ed te LCertifi$ate of A!!re$iationL for te #ear 300/ from Gu4arat State Safet#
Coun$il under Cate,or# II ,rou! of Industries(
")an'i Terri(ory 7*
Re$ei%ed te !resti,ious &arati#a Rastri#a Suraksa Parisad" Suraksa Puraskar* 300= on
te basis of e%aluation of Performan$e for te Past tree #ears 3000*300=(
Piyala Terri(ory 7*
Re$ei%ed te S!e$ial !ri1e in Petrote$ 300C !oto e2ibition(
Piyala Terri(ory won te Greente$ en%ironment e2$ellen$e sil%er award 300C(
Alla)a8a% Terri(ory 7*
Re$ei%ed a $itation from Horest De!t" Go%t of :ttar Prades for a%in, !lanted /000 trees on
a sin,le da# inside Allaabad 'PG Plant on =-st Mul# 60C(
Lalr& LP# Plan( 7*
SHREEPATIGONDA GAS AGENCY
INDI
Re$ei%ed te Safet# Award for te Year 300/ from Dire$torate of Ha$tories" Pun4ab I Pun4ab
Industrial Safet# Coun$il(
Lalr& LP# Plan( Safet# Award for te Year 300; from Dire$torate of Ha$tories" Pun4ab I
Pun4ab Industrial Safet# Coun$il(
U%aip&r LP# Plan( Awarded Te &est Industrial :nit Of Fewar Re,ion &# Camber
Of Commer$e Hor Te Year 300=*0>(
U%aip&r LP# Plan( Awarded Te &est Industrial :nit Hor En%ironment Conser%ation
&# Rotar# Club :dai!ur Hor Te Year 300=*0>(
C)ennai LP# Plan( em!lo#ee" Fr(S(K(Fanika%asa,am was awarded wit L:#arnda
:1a!!alarL i(e( &est ?orker award from te Ha$tories De!artment Go%t( of Tamil Nadu for
te #ear 300=*0>(
!an-alore LP# Plan( awarded &est Safe Plant L II Pri1e b# Go%t( of Karnataka"
Finistr# of 'abour" De!t(of Ha$tories I &oilers for te #ear 300;(
T&(i.orin LP# * Hollowin, staff won awards in te $om!etition $ondu$ted b# National
Safet# Coun$il* Tamilnadu $a!ter7
Fr(P(K(Arumu,a!erumal" won II !ri1e in Slo,an $om!etition* )Tamil+
Fr(G(Tituna%ukkarasu won $onsolation !ri1e in Slo,an $om!etition )En,lis+(
T)e "o&rney of !)ara( pe(role&m .orpora(ion limi(e%
SHREEPATIGONDA GAS AGENCY
INDI
#lorio&' Heri(a-e
• Early Hi'(ory 5 Da3n of a Ne3 Era
Do take some time off for a brief interlude wit te !ast" as we take #ou ba$k in time to te
e%olution of &arat Petroleum Cor!oration 'imited( A new $a!ter in te istor# of Indian
industr#(
Petroleum )deri%ed from 'atin Petra * ro$k and oleum * oil+ first $ame u! in wells drilled for
salt( Peo!le found it useful as illuminatin, oil and te demand for it steadil# in$reased(
Samuel Kier" a Pittsbur, dru,,ist" bottled and marketed Petroleum as medi$inal $ure( To
market a deodorised %ariant" e desi,ned te first !rimiti%e refiner# in -D/3" wi$ was a
u,e im!ro%ised kettle" $onne$ted to a metal tank(
6Colonel6 Edwin Drake and 6:n$le6 &ill# Smit drilled a well wit te s!e$ifi$ ob4e$ti%e of
findin, oil" and on 3Ct Au,ust -D/." te# 6stru$k oil6 at Titus%ale" in Nort ?estern
Penns#l%ania" :SA" at a de!t of ;.(/ ft(
• From No()in- (o #ol%
Te -D;0s saw %ast industrial de%elo!ment( A lot of !etroleum refineries also $ame u!(
An im!ortant !la#er in te Sout Asian market ten was te &urma Oil Com!an#( Tou,
in$or!orated in S$otland in -DD;" te $om!an# ,rew out of te enter!rises of te Ran,oon Oil
Com!an#" wi$ ad been formed in -DC- to refine $rude oil !rodu$ed from !rimiti%e and
du, wells in :!!er &urma(
Te sear$ for oil in India be,an in -DD;" wen Fr( Goodenou, of F$Killo! Stewart
Com!an# drilled a well near Ma#!ore in u!!er Assam and stru$k oil( In -DD." te Assam
Railwa# and Tradin, Com!an# )ARTC+ stru$k oil at Di,boi markin, te
be,innin, of oil !rodu$tion in India(
SHREEPATIGONDA GAS AGENCY
INDI
?ile dis$o%eries were made and industries e2!anded" Mon D Ro$kefeller to,eter wit is
business asso$iates a$Juired $ontrol o%er numerous refineries and !i!elines to later form te
,iant Standard Oil Trust( Te lar,est ri%als of Standard Oil * Ro#al Dut$" Sell" Rots$ilds
* $ame to,eter to form a sin,le or,anisation7 Asiati$ Petroleum to market !etroleum
!rodu$ts in Sout Asia(
In -.3D" Asiati$ Petroleum )India+ 4oined ands wit &urma Oil Com!an# * an a$ti%e
!rodu$er" refiner and distributor of !etroleum !rodu$ts" !arti$ularl# in Indian and &urmese
markets( Tis allian$e led to te formation of &urma*Sell Oil Stora,e and Distributin,
Com!an# of India 'imited(
• T)e Pioneerin- Spiri( 5 !&rma) S)ell Mar+e(in-
A !ioneer in more wa#s tan one" &urma Sell be,an its o!erations wit im!ort and
marketin, of Kerosene( Tis was im!orted in bulk and trans!orted in > ,allon and - ,allon
tins trou, rail" road and $ountr# $raft all o%er India(
Te $om!an# took u! te $allen,e of rea$in, out to te !eo!le e%en in te remote %illa,es
to ensure e%er# ome ad its su!!l# of kerosene( Te de%elo!ment and !romotion of effi$ient
kerosene*burnin, a!!lian$es for li,tin, and $ookin, was an im!ortant !art of kerosene
sellin, a$ti%it#(
?it motor $ars" $ame $anned Petrol" followed b# ser%i$e stations( In te -.=0s" retail sales
!oints were built wit dri%ewa#s set ba$k from te roadN ser%i$e stations be,an to a!!ear and
be$ame a$$e!ted as a !art of road de%elo!ment( After te war &urma Sell establised
effi$ient and u!*to*date ser%i$e and fillin, stations to ,i%e te $ustomers te i,est !ossible
standard of ser%i$e fa$ilities(
On -/t O$tober -.=3" wen $i%il a%iation arri%ed in India" te $om!an# ad te onour of
fuellin, M(R(D( Tata6s istori$ solo fli,t in a sin,le en,ined de Ha%illian Puss Fot from
Kara$i to &omba# )Muu+ %ia Amedabad( Tirt# #ears later" i(e( in -.;3" &urma Sell
SHREEPATIGONDA GAS AGENCY
INDI
a,ain ad te !ri%ile,e to fuel MRD Tata6s re*ena$tment of te ori,inal fli,t( &urma Sell
also fuelled fl#in, boats" wi$ $arried airmail at sli,tl# i,er rates tan sea trans!ort" at
se%eral lo$ations(
As a true !ioneer would" te $om!an# introdu$ed 'PG as a $ookin, fuel to te Indian ome
in te mid*-./0s( And all alon," it went be#ond sellin, !etroleum" to edu$ate te $ustomer(
&esides sellin, &itumen" te $om!an# !ioneered desert road $onstru$tion" trainin, road
en,ineers( It !ro%ided free te$ni$al ser%i$es to industrial $ustomers * bi, and small * and it
be$ame a !art of te $om!an#6s $ulture(
• On S(ream 5 T)e !&rma) S)ell Refinery
An a,reement to build a modern refiner# at Tromba#" &omba# was si,ned between te
&urma Sell ,rou! of $om!anies and te Go%ernment of India on -/t De$ember -./-(
&urma Sell Refineries 'imited was in$or!orated as a !ri%ate limited $om!an# under te
Indian Com!anies A$t on =rd No%ember -./3" and work be,an on te marsland of Tromba#
at &omba#( Fan and ma$ine worked relentlessl#" and soon te swam!s ,a%e wa# to towers
and tanks of steel" and miles of !i!eline(
Te refiner# on >/> a$res of land at %illa,e Faul went on*stream on =0t Manuar# -.//" one
#ear aead of s$edule( Dr( S( Radakrisnan" 8i$e President of India" de$lared te 3(3
FFTPA )Fillion Fetri$ Tonnes Per Annum+ Refiner# o!en on -Ct Far$ -.//( It was ten
te lar,est refiner# in India ten(
?it tis infrastru$ture" free India mo%ed one ste! $loser to self*relian$e(
• From !&rma) S)ell (o !)ara( Pe(role&m
On 3>t Manuar# -.C;" te &urma Sell Grou! of Com!anies was taken o%er b# te
Go%ernment of India to form &arat Refineries 'imited( On -st Au,ust -.CC" it was renamed
SHREEPATIGONDA GAS AGENCY
INDI
&arat Petroleum Cor!oration 'imited( It was also te first refiner# to !ro$ess newl# found
indi,enous $rude )&omba# Hi,+" in te $ountr#(
S)apin- ()e F&(&re
Te $ore stren,t of &arat Petroleum Cor!oration 'imited as alwa#s been te ardent
!ursuit of Jualitati%e e2$ellen$e for ma2imisation of $ustomer satisfa$tion( Tus &arat
Petroleum" te erstwile &urma Sell" as toda# be$ome one of te most formidable names
in te !etroleum industr#(
&arat Petroleum !rodu$es a di%erse ran,e of !rodu$ts" from !etro$emi$als and sol%ents to
air$raft fuel and s!e$ialit# lubri$ants and markets tem trou, its wide network of Petrol
Stations" Kerosene Dealers" 'PG Distributors" 'ube So!!es" besides su!!l#in, fuel dire$tl#
to undreds of industries" and se%eral international and domesti$ airlines(
• Dynami. #ro3() Po'( Na(ionali'a(ion
Hollowin, Nationalisation in -.C;" &arat Petroleum $an,ed ,ears and embarked u!on a
ra!id ,rowt !at( Turno%er" !rofitabilit# and finan$ial reser%es ,rew b# lea!s and bounds(
Fassi%e e2!ansion and modernisation !ro%ided a tremendous boost to te $om!an#6s
!erforman$e( 'ar,e*s$ale re$ruitment and trainin, be$ame $riti$all# im!ortant to meet te
demands of e2!ansion(
• T)e 7in%' of C)an-e 5 A Tran'forme% Or-ani'a(ion Emer-e'
O!enin, u! of te Indian e$onom# in te nineties brou,t wit it more $om!etition and
$allen,es" kindled b# te !ased dismantlin, of te Administered Pri$in, Fe$anism
)APF+ and emer,en$e of additional $a!a$ities in te re,ion in refinin, and marketin,(
In -..;" &arat Petroleum went trou, a !ro$ess of %isionin," in%ol%in, !eo!le at all le%els"
wi$ e%ol%ed a sared %ision and a set of sared %alues( &ased on tis" te $om!an#
restru$tured itself" in a !roa$ti%e mo%e to ada!t to te emer,in, $om!etiti%e s$enario( Te
SHREEPATIGONDA GAS AGENCY
INDI
fun$tion*based stru$ture was $arefull# dismantled and re!la$ed wit a !ro$ess*based one(
Tis made te $om!an# more res!onsi%e to its $ustomer needs(
&arat Petroleum realises tat" in te lon, run" su$$ess $an onl# $ome wit a total
reorientation and $an,e in a!!roa$ wit te $ustomer as te fo$al !oint( Toda#" &arat
Petroleum is restru$tured into a Cor!orate Centre" Strate,i$ &usiness :nits )S&:s+ and
Sared Ser%i$es and Entities( Te or,anisational desi,n $om!risin, of fi%e $ustomers fa$in,
S&:s" %i1( A%iation" Industrial and Commer$ial" 'PG" 'ubri$ants and Retail and one asset
based S&:" %i1( Refiner#" is based on te !iloso!# of ,reater $ustomer fo$us(
T)e Planne% Approa.)
In$reasin, ,lobalisation" new !rodu$ts and ser%i$es" and
inno%ati%e marketin, a%e resulted in a %er# market sa%%#
$onsumer( Te !rodu$tion*based su$$ess !iloso!# of marketers as now been re!la$ed b# a
$ustomer*oriented !iloso!#( &arat Petroleum as taken $o,nisan$e of tis situation well in
time and as been takin, radi$al ste!s to kee! itself attuned to te $an,in, times" realisin,
tat te future belon,s to tose wo listen and ada!t to teir $ustomers(
• S(ra(e-y De4elopmen(
&arat Petroleum re$o,nises tat all strate,i$ initiati%es must $onform to te o%erall %ision
ofte Cor!oration and im!ro%ete e$onomi$ %alue( Te Strate,# De%elo!ment effort at te
$or!orate le%el a$ie%es better fo$us in te new or,anisational stru$ture" besides fa$ilitatin,
te S&:s in de%elo!in, teir res!e$ti%e strate,ies tat lead to an inte,rated Cor!orate
Strate,#( A &usiness Plannin, !ro$ess as been !ut in !la$e tat not onl# !ro%ides
o!!ortunities for te S&:s to !ursue teir %isionar# ,oals in $onsonan$e wit te Cor!orate
SHREEPATIGONDA GAS AGENCY
INDI
8ision" but also $ontinuousl# monitors trends and identifies strate,i$ o!!ortunities for te
Cor!oration(
• !ran% Mana-emen(
In te i,l# $om!etiti%e s$enario" it as be$ome im!erati%e to own dominant brands( Te
&rand Fana,ement team at &arat Petroleum endea%ours to build and mana,e a stron, brand
ima,e refle$tin, &arat Petroleum6s $ore %alues of bein, 6INCARE6" %i1( INno%ati%e" CArin,
and REliable( Em!asis is laid on $ontinuousl# understandin, $ustomer bea%iour" tra$kin,
teir $an,in, needs and e2!e$tations" and meetin, tese needs in te most $ost*effe$ti%e
manner(
• Re'ear.) an% De4elopmen(
Resear$ and de%elo!ment Centre Alwa#s on te forefront to inno%ate" &arat Petroleum is
makin, distin$t efforts towards Resear$ and De%elo!ment )R and D+( &esides te R and D
fa$ilities at te Refiner# and te Produ$t A!!li$ation De%elo!ment Centre in Sewree in
Fumbai" a new state*of*te*art RandD Centre is bein, set u! near Deli( Te R and D Centre
is bein, or,anised around tree $ore ,rou!s * Pro$ess and Te$nolo,# De%elo!ment" Produ$t
A!!li$ation De%elo!ment and En%ironmental En,ineerin,( A total outla# of Rs(="000 million
as been !lanned to be s!ent in tree !ases u! to te #ear 300=*0> on tis !ro4e$t(
Te.)nolo-i.al E%-e
SHREEPATIGONDA GAS AGENCY
INDI
&arat Petroleum as alwa#s been on te forefront of arnessin, te$nolo,# initiati%es for
&PC' as been on forefront in arnessin, te$nolo,#( ma2imisin, effi$ien$# and a$ie%in,
,reater $ustomer satisfa$tion(
&arat Petroleum is te first Publi$ Se$tor Oil Com!an# to im!lement Enter!risewide
Resour$e Plannin, )ERP+ solutions * SAP( Te im!lementation !ro4e$t known as ENTRANS
)Enter!risewide Transformation+ as been awarded te 6SAP Star Im!lementation Award6"
wit &arat Petroleum a%in, te distin$tion of e2e$utin, te lar,est and te most ambitious
SAP !ro4e$t in India( Te $allen,e of SAP im!lementation was to ensure tat all te
inte,rated elements )of te $om!le2 multi*modular inte,rated solutions tat im!a$t te entire
workflow of te or,anisation+ work seamlessl# a$ross te len,t and breadt of te $ountr#"
in$ludin, te remote lo$ations( Pro%idin, online $onne$ti%it# in tese remote lo$ations" ,i%en
te full*fled,ed IT network infrastru$ture" was in itself a dauntin, task(
&arat Petroleum is rea!in, te benefits of te inte,rated s#stem in man# areas of its
o!erations( Te earl# ,ains of im!lementation are in te areas of tra$kin, $ustomer*
re$ei%ables" monitorin, $redit*mana,ement" in%entor# mana,ement" besides easin, te
o!erations in a lar,e number of areas(
Hurtermore" &arat Petroleum as also set u! one of te bi,,est 6Centres of E2$ellen$e6 in
Asia to !ro%ide online su!!ort to te end users and also work towards $ontinuous
im!ro%ement in business !ro$esses and andle !rodu$t u!,rades and new ,eneration
!rodu$ts(
?it SAP as te IT ba$kbone" &arat Petroleum !lans to take ad%anta,e of te Internet based
$a!abilities alon, te entire %alue $ain wit a Customer Relationsi! Fana,ement solution(
A lar,e data wareouse !ro4e$t as also been im!lemented" wi$ fa$ilitates a$$ess to real*
time a$$urate information on ke# !erforman$e indi$ators at all &arat Petroleum lo$ations(
SHREEPATIGONDA GAS AGENCY
INDI
Tis enables te mana,ement to take strate,i$ and business de$isions" tus ensurin, %alue*
added ser%i$es" better $ustomer satisfa$tion and enan$ed sareolder %alue(
Peo!le Abo%e Oil
O%er te #ears" &arat Petroleum $ontinues to meet te $allen,es of te ra!idl# $an,in,
en%ironment" leadin, to $an,es in te marketin, of !rodu$ts and ser%i$es( In all tese
$an,es" onl# one fa$tor as remained $onstant and as been te sour$e of &arat Petroleum6s
stren,t and ins!iration for an# future inno%ations * &arat Petroleum6s Peo!le( Te feelin,
of ownersi! as fa$ilitated all em!lo#ees to understand te $om!le2it# of te market and
needs of te $ustomers" and res!ond to tese needs wit inno%ati%e initiati%es and offerin,s(
Hor &arat Petroleum" $ommitment of its em!lo#ees is a $riti$al resour$e( Hull# realisin, tat
onl# a a!!# em!lo#ee will !ut is best foot forward wit te $ustomers" &arat Petroleum
as taken man# ste!s to make te or,anisation a ,reat !la$e to work( In a sur%e# $ondu$ted
b# Hewitt Asso$iates for te Manuar# 300- issue of &usiness Toda# ma,a1ine to identif# te
best em!lo#ers" &arat Petroleum was ranked amon, te to! ten em!lo#ers in India( Te
ob4e$ti%e of te stud# was to find out wi$ $om!anies ad reall# $ar,ed te emotional and
intelle$tual ener,# of teir em!lo#ees( Te oter $om!anies wo were sele$ted were Infos#s"
Hewlett*Pa$kard" P and G" ICICI" Hu,es" 'G" H''" Com!aJ and Asian Paints(
&arat Petroleum fosters effe$ti%e %alue*based HR !ro$esses for de%elo!ment of !eo!le and
teir or,anisational $a!abilities wit a %iew to !ro%ide tem wit a $om!etiti%e ed,e and also
to realise teir !ersonal %ision in tandem wit te $or!orate %ision( Te trust areas in$lude7
• Performan$e Fana,ement wi$ links business ,oals wit indi%idual !erforman$e
,oals
• Re$o,nisin, $om!eten$ies and $a!abilities of te staff trou, Com!eten$#
Fodellin, to el! identif# and !la$e te ri,t !erson in te ri,t 4ob
SHREEPATIGONDA GAS AGENCY
INDI
• Identif#in, $om!eten$# ,a!s and brid,in, su$ ,a!s trou, a!!ro!riate trainin, and
de%elo!mental !ro,rammes
• Fulti*skillin, to en$oura,e em!lo#ees to take u! new initiati%es in te areas of
Enan$ed Huel Pro!osition" Add*on Stores" One Sto! Tru$k So!s" Gro$er# and Hast Hood
Stores(
&arat Petroleum as been $onferred te National HRD Award * 3000 b# National HRD
Network for makin, Outstandin, Contribution to HRD(
At te National Petroleum Fana,ement Pro,ramme )NPFP+ on E2$ellen$e in Creati%it# and
Inno%ation )-...*3000+" &arat Petroleum em!lo#ees ba,,ed all te tree awards in te
indi%idual $ate,or#" alon, wit four $ertifi$ates of re$o,nition in te team $ate,or#(
Industrial 'PG
'PG tou$es our li%es in so man# wa#s altou, we are unaware of it( Hrom ousin, to
ealt" from ,arments to ,lass" from li%esto$k to os!italit#" O&arat,asP !la#s its role alon,
te wa#" brin,in, #our !rodu$ts tat are su!erior" durable and sim!l# te best(
• Cris!# &is$uits I Confe$tioner#
• Poultr#
• Te2tile Industr#
• Steel
• Parma$euti$als
• Glass
• Hotel Industr#
• Reti$ulated Pi!in,
• Paint dr#in,
• Dal mill
• GoldsmitQs fa%ourite
SHREEPATIGONDA GAS AGENCY
INDI
Cris!# &is$uits I Confe$tioner#
'PG is widel# used to manufa$ture Cris! &is$uits" Soft &read" Hluff# Pastries" 'i,t Kari"
S!on,# Cakes and all t#!es of $ream and baker# !rodu$ts of su!er Jualit#( Pre$ision $ontrol
of tem!erature and low sul!ur $ontent in 'PG makes te !rodu$t !alatable and !asses all
Statutor# tests for uman $onsum!tion(
Poultr#
DonQt $ount #our $i$kens before te# are at$ed" but wit &arat,as #ou $an(
?it &arat,as #ou ,et uniform and lo$ali1ed eatin, durin, te first fi%e weeks bot durin,
summer and winter(
Te ad%anta,es of 'PG in $i$ken broodin, are
&etter eat $ontrol(
• Ra!id dr#in, of litter(
• Te !ower failures in rural areas is %er# i, resultin, in eat failures" but wit 'PG
as te sour$e of fuel tis risk is eliminated(
• Dire$t %iew of $i$ksN te eaters donQt take an# floor area(
• 8er# low 'PG $onsum!tion of a!!ro2( ;0 ,ms !er our or /0 !aise !er bird in winter(
Te2tile Industr#
SHREEPATIGONDA GAS AGENCY
INDI
Has it e%er o$$urred to #ou tat to !rodu$e te te2tiles #ouQre wearin," 'PG !la#s a
si,nifi$ant role(Te four main ste!s in te !rodu$tion of te2tile fabri$7
• Pre!aration of fabri$
• S!innin,
• ?ea%in,
• Hinisin, wi$ in$ludes Sin,ein," &lea$in," D#ein," Printin," Calenderin, et$(
Ea$ of tese !ro$esses reJuires a eatin, sour$e( Steam tou, mostl# used is not
ot enou, for $ertain o!erations so 'PG or ele$tri$it# is usuall# needed in te
Hinisin, !ro$ess( 'PG is better be$ause te eat is more $on$entrated( Te refle$tors
do not a%e to be !olised and eaters do not burn out(
Steel
Now let us look at &arat,as role in te steel industr# and ere too" on$e a,ain &arat,as
steals te sow(
Heat treatment of metals normall# refers to an# !ro$ess in%ol%in, eatin, and $oolin, of te
solid metal wit te aim of modif#in, its !#si$al !ro!erties but witout te intention of
$an,in, its $emi$al $om!osition( &arat,as easil# meets tese reJuirements so steel ,iants
like Mindal a%e stu$k to &arat,as o%er te #ears for all teir fuel needs(
Parma$euti$als Must wat te do$tor ordered O&arat,asP from &arat Petroleum(
SHREEPATIGONDA GAS AGENCY
INDI
'PG is used to 4oin ,lass $om!onents to form a sin,le ob4e$t( &arat,as is !referred be$ause
a $lean flame is obtained wi$ $an be ad4usted to te desired si1e and sa!e useful in te
!rodu$tion of am!oules(
Glass
In te summer eat wen #ou rea$ for a tirst Juen$er" remember &arat,as as ,one into
makin, te bottles tat old tese ,reat refresers(As seen ere re*eatin, of melted
,lassware in a s!e$ial furna$e is done before sa!in, o!erations( ?en makin, $om!li$ated
sa!es te ,lassware ma# a%e to be reeated se%eral times to kee! it malleable( 'PG is
,enerall# used be$ause te firin, rate is not %er# i, and $ombustion must be free of $
Ho(el In%&'(ry
Te $u! tat $eers" te meal tat satisfies" te mout waterin, deli$a$ies
Tanks to O&arat,asP &arat,as is asso$iated wit to! brand names in te otel industr#
like Ta4( Normall# .0< of otel use &arat,as for $ookin, of food( No matter wat #ou
ser%e" Continental" Cinese" Fo,lai" Italian or Russian * a %ariet# of menus to suit %arious
tastes but te !referred $oi$e and trusted $ookin, medium O&arat,as”
Re(i.&la(e% Pipin-
SHREEPATIGONDA GAS AGENCY
INDI
'PG at te turn of a ta! B so Jui$k" so $on%enient( Cookin, was ne%er easier( Tanks to te
reti$ulated !i!ed ,as a%ailable in se%eral omes toda#" &arat,as is a%ailable at te turn of a
ta!( It ensures in$reased safet# and %aluable s!a$e sa%in, in te kit$en( It eliminates $#linder
refill bookin, and andlin,( Sa%in, of time and no need to blo$k mone# for a 3nd $#linder(
Paint dr#in,
'PG a!!li$ation in !aint dr#in, as ,ot distin$t ad%anta,e o%er $on%entional dr#in, o%ens(
Te ot air is ,enerated wi$ is free from !arti$ulate matter" lea%es no as and tem!erature
$ontrol is !re$ise( Te final Jualit# of !aint in te bakin, o%en is uniform( Te result is
e2$ellent surfa$e finis and ,loss(
Dal mill
Te $on%entional metod of ,rain dr#in, is !ro$ess of sun * dr#in, or !assin, of flue ,ases
trou, te bed of ,rain( Te modern metod of ,rain dr#in, is b# 'PG Hirin, s#stem wi$
im!ro%es te dr#in, !ro$ess and also ,i%es no( - Jualit# of te ,rain( As te ,rains are of
edible Jualit#" 'PG does not lea%e an# as or $arbon !arti$les on te ,rains and does not
!rodu$e an# foul odour on te finised surfa$e tus fet$in, better market !ri$e
GoldsmitQs fa%ourite
SHREEPATIGONDA GAS AGENCY
INDI
'PG !rodu$es %er# !owerful flame and $an be as sar! as needle( Tis t#!e of flame is
reJuired for ,oldsmit to make %er# fine ,old E sil%er ornaments( Te workin, atmos!ere
remains free from obno2ious ,ases and tus is $ondu$i%e to te workmen(
To match the individual needs of customers, various pack sizes have been made
available.
• Hor Domesti$ kit$ens * !a$k si1es of ->(3 k,( and / k,( $#linders
Hor Industrial E Commer$ial * !a$k si1es of -.k," =/ k,( and >C(/ k,( as well
as bulk 'PG
COMPANY PROFILE
SHREEPATIGONDA GAS AGENCY
INDI
INTRODUCTION TO SHREEPATI#OUDA #AS A#ENCY
SERVICES OF SHREEPATI#OUDA #AS A#ENCY5
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom for &HARAT GAS situated at
beera!!a na,ar indi wi$ is $o%erin, =/ %illa,es and also bi, towns like $ad$an" almel"
1alaki" mannur" and tamba
It is a%in, e2tension ser%i$e $ounters at Cad$an" Ralaki" Horti" Almel" A,arked"
Tamba" Atar,a" &aradol" De%ar Nimbara,i" Salota,i" 'oni" Dulked" to $o%er tose areas"
wi$ are workin, under te ,uidan$e of sree!ati,ouda ,as a,en$# te main bran$( It uses
!romotional a$ti%ities su$ as !eriodi$al ad%ertisement" safet# awareness" new enrollments"
so$ial ser%i$e e%ents like Hree ealt $e$k u!" Hree e#e $am! and man# more(
Sales e2e$uti%es are !la#in, im!ortant role in attainin, te enJuires of teir $ustomers"
te !resent enJuir# a !ur$asin, ratio of $ustomer is .7-(
Sin$e sree!ati,ouda ,as a,en$# is te onl# bi, sowroom te !romotional a$ti%ities
$ondu$ted are not rea$in, effe$ti%el# to $ustomers of oter talukas " it sow tat most of
teir sales are in and around bi4a!ur distri$t $o%erin, some areas of oter talukas(
O()er 8&'ine'' .on(rolle% an% o3ne% 8y ()e 'ame o3ner
SHREEPATIGONDA GAS AGENCY
INDI
Saranu !rabu offset !rinters"indi Sin$e -.D;
Sree!ati,ouda Gas A,en$#" Indi Sin$e 300-
&ala4i !etroleums indi Sin$e 300>
&ala4i food a,en$# Sin$e 300/
&ala4i Estate A,en$# Sin$e 300C
Prabu $ommuni$ations )8odafone+ Sin$e 300D
Prabu traders indi Sin$e 300.
S&8 a-en.ie' of Sree!ati,ouda Gas A,en$#
Head Offi$e 7 Indi
&ran$es
• Cad$an" Ralaki" Horti" Almel" A,arked" Tamba" Atar,a"
&aradol" De%ar Nimbara,i" Salota,i" 'oni" Dulked tamba(
MAN PO7ER
• ?orkers 3/
• Staff ;
• Ser%i$e 3
ACHEVEMENTS
SHREEPATIGONDA GAS AGENCY
INDI
• Award for Hi,est $onne$tions enrollment of te #ear )3003+
• Award for &est ser%i$e and satisfa$tion of $ustomer )300=+
• Award )&est Deli%er# men and Fe$ani$+ )300>+
• Award for Hi,est sales in &e#ond 'PG )300/+
• &est Distributor Award for Karnataka )300;+
• Award ) &est $ounter Staff+ )300C+
• Award )E2$ellent !erforman$e in safet# I Awareness+ )300D+
• Award for )&est &e#ond 'PG sales men I Deli%er# Fen+ )300.+
ACTIVITIES
-( Gas Conne$tion Enrollment S$eme )300-+
3( Gas Conne$tions Enrollment wit finan$e (
=( Conne$tion Enrollment S 300EFont
>( Hree Feals for Hlood effe$ted area(
/( &e#ond 'PG Fela
;( Commer$ail $#linder sales $am!ai,n
C( Hree Healt Ce$k u! Cam!ai,n
D( 8odafone laun$ at all %illa,es of indi taluka(
.( Hree E#e $am!
-0( Safet# Awareness I Safet# $lini$ )300-"03"0>"0/"0C"0D"0.+
--( Sa%e Huel Cam!ai,n
-3( Sam!oorna Suraksa Font
SHREEPATIGONDA GAS AGENCY
INDI
ADRESS FOR CONTACT
sree!ati,ouda ,as a,en$#"(
Saranu !rabu buldin, bi4a!ur road
&eera!!a na,ar(indi
&i4a!ur Road(
Indi* /D;30.
Tel7 )0D=/.+ 333->0 E 33/D>0E Ha27 0D=/.*33/D>0(
E*mail7 !rabu.>;Sotmail($om
SHREEPATIGONDA GAS AGENCY
INDI
INFRASTRUCTURE AVAILA!LE IN PARTICULAR
Co%er Area -3000 sJ ft Gas Godawan
Sow Room >/00 SJ ft
No( Of Sow room Staff ;
No( of Deli%er# Fen -/
No of Fe$ani$s 3
No of Dri%ers >
No( of Su!er%isors >
THERE ARE T7O MAIN DIVISIONS IN THE FIRM* THOSE ARE
• 'PG &usiness
• &e#ond 'PG &usiness
DEPARTMENT PROFILE
Tere are mainl# four de!artments in sree!ati,ouda ,as a,en$#( Te# are
-( &ookin, I Distribution De!artment(
3( Sales De!artment(
=( Ser%i$e De!artment(
>( A$$ounts De!artment(
SHREEPATIGONDA GAS AGENCY
INDI
-* !oo+in- , Deli4ery Depar(men(
&ookin, I Deli%er# de!artment is eaded b# te sales Fana,er Fr Suni '( under im(
&ookin,s In Car,e Fr(Neelas(
&illin, I Pro$essin, Fr( A4it(
Deli%er# Head Fr( Asok(
Customer Care E2e$uti%e Fr Sunil(
<* Sale' Depar(men(
Fr( Prabu &iradar eads Ser%i$e De!artment and under is ,uidan$e
Sale' Man-er Sr* Mr* S&nil
Sales Fan,er Fr( Anil
Customer Care Executive
Fr( 8ina#(
=* Ser4i.e Depar(men(
Fr( Abu Amed eads Ser%i$e De!artment and under is ,uidan$e
Complain(' Hea% Mr* A8& A)me%
Fe$ani$ Ri#a1 Amed
Customer care executive Fr( 8ina#(
>* ACCOUNTS DEPARTMENT
Fr( Prabu &iradar eads A$$ounts De!artment and under is ,uidan$e
SHREEPATIGONDA GAS AGENCY
INDI
A..o&n(' Mana-er Mr* Anil T)am')e((i
A$$ountants Fr( &asu Ka%adi
Jr.Accountant Fr( Samart Mosi
VARIOUS FACILITIES AVAILA!LE AT SHREEPATI#OUDA #AS
A#ENCY
Good infrastru$ture Jualified and trained man!ower" ,ood $ustomer ser%i$e wit safet#
awareness and inno%ati%e ideas were ke# elements in makin, sree!ati,ouda ,as a,en$#
su$$essful dealersi!s
FACILITIES AVAILA!LE
SL* No Fa.ili(ie' , Sy'(em A4aila8ili(y
0- Good infrastru$ture YES
03 Trained Fan !ower YES
0= Com!uteri1ed &ookin, YES
0> Com!uteri1ed &illin, YES
0/ Deli%er# trou, %ei$les YES
0; Safet# Awareness A$ti%ities YES
0C Heedba$k Anal#sis YES
0D Customer Com!laint Handlin, YES
0. Customer $are Fana,ement YES
-0 Hot Plate Ser%i$e fa$ilit# YES
COMPETITORS
T)e main .ompe(i(or' for Sree!ati,ouda ,as a,en$# are
-( H P GAS( Sinda,i
3( Indian Gas( &i4a!ur
SHREEPATIGONDA GAS AGENCY
INDI
S7OT ANALYSIS
STREN#THS
-+ &arat ,as $om!an# a$ie%ements Fetal $uttin, ,as(
3+ Te most e$onomi$al ,as in tis se,ment(
=+ Te $om!an# is well establised(
>+ Te de$isions taken b# tem are Jui$k and effe$ti%e wen $on$erned to $an,es in
market(
/+ Presen$e of effe$ti%e $ommuni$ation between $om!an# and dealers is one of te
im!ortant stren,t(
;+ Te $om!an# is te$ni$all# well effi$ient wit %arious modern te$nolo,ies" wi$ el!s
te $om!an# to fa$e an# $allen,e eiter from internal or e2ternal fa$tors(
C+ Te $om!an# as i, ,oodwill in te market for teir Jualit# !rodu$ts(
SHREEPATI#OUDA #AS A#ENCY STREN#HTS
-+ Good Sowroom E Godwan
3+ Good su!!ort from te $om!an#(
=+ Good Im!ression from te $ustomers (
>+ Good infrastru$ture
/+ E2$ellent Fana,ementE Fan Power I Ser%i$e
;+ Hu,e area $o%erin, all %illa,es I town of entire taluka(
7EA1NESS
-+ Sort su!!l# from te $om!an# due to subsid# $on$ern(
3+ In$reasin, $ustomer and reJuirement %ersus su!!l#(
OPPORTUNITIES
SHREEPATIGONDA GAS AGENCY
INDI
? Can $a!ture rural areas wen te# are ,oin, to laun$ teir new sub a,en$#(
? Te dealers $an ,o for di%ersifi$ation(
? Te dealers $an $ondu$t e2$an,e !romotional a$ti%ities to in$rease its sales(
? Potential marker in low*in$ome ,rou! and rural areas(
THREATS
? E%er $an,in, market trends(
? Com!etition from oter models(
? Globali1ation and !ri%ati1ation
? An# sudden $an,e in Go%ernment !oli$# ma# affe$t te sales(
? New in$enti%e from $om!etitors like !ri$e and Jualit#(
? Can,e in market tat is from sellerQs market to bu#ers market(
OR#ANISATION CHART
Owner
SHREEPATIGONDA GAS AGENCY
INDI
SAMPLIN#
Sam!le !lan to know te $ustomer satisfa$tion inde2 of after sales ser%i$e in tis !ro4e$t is
trou, !ersonal inter%iew(
Administoter
Fana,er
A$$ounts
De!artment
&ookin, I Deli%er#
De!artment
Sales De!artment Ser%i$in,
De!artment
Head Fe$ani$s
Fe$ani$s
Sales E2e$uti%es Deli%er# man
SHREEPATIGONDA GAS AGENCY
INDI
SAMPLE UNIT
I a%e taken te $ustomers of sree!ati,ouda ,as a,en$# wo are usin, ,as(
SAMPLIN# METHOD
I a%e used Non* !robabilit# sam!lin, i(e( Random Sam!lin,(
Sam!le si1e for tis !ro4e$t is -00 $ustomers wo are ,as owners(
RESEARCH DESI#N
• In tis resear$ desi,n of tis !ro4e$t te stud# was $ondu$ted b# te sur%e# metod(
• Takin, sam!le of -00 $ustomers ownin, ,as b# $ommen$in, sam!lin, usin, te resear$
instrument as te Juestionnaire(
• Personal inter%iew is $onsidered as te sam!le !lan(
• Hor tis !ro4e$t area of resear$ is Indi town(
DATA COLLECTION METHOD
I a%e $olle$ted te data from te followin, sour$es7
A* PRIMARY DATA7
SHREEPATIGONDA GAS AGENCY
INDI
? Te data $olle$ted from te $om!an# !ersons(
? Guestionnaires
!* SECONDRY DATA
? Inter%iewin, wit te owners of ,as
? Internet
? Fa,a1ines" Catalo,ues" et$(
MEASURIN# TOOLS
Hor !re!arin, tis !ro4e$t I a%e $onsidered Juestionnaire as measurin, tool for $olle$tin, te
data(
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
RESULTS AND DISCUSSION 7ITH #RAPHS AND CHARTS7
>* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9
Ta8le5>
Fre?&en.y Per.en(
Vali% Ele.(ri.al .oil >3 >3(0
7oo% =/ =/(0
1ero'ene 3= 3=(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5>
T)e informa(ion pre'en(e% in (a8le=*> re4eal' ()a(
? >3< of te res!ondents were usin, te ele$tri$al $oil for $ookin, before !ur$asin,
te ,as( =/< of te res!ondents were usin, te wood for $ookin, and remainin, 3=<
of tem were usin, te kerosene for te $ookin, before te# !ur$asin, te ,as
SHREEPATIGONDA GAS AGENCY
INDI
<0 7)i.) Company #a' %o yo& &'e9
Ta8le5=*<
Fre?&en.y Per.en(
Vali% ! P C .- .-(0
H P C / /(0
I O C > >(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*<
T)e informa(ion pre'en(e% in (a8le=*< re4eal' ()a(
? .-< of te res!ondents are usin, te & P C ,as( /< of te res!ondents are usin, te
H P C ,as and remainin, >< for te I O C ,as
SHREEPATIGONDA GAS AGENCY
INDI
=* Ho3 many Cylin%er' %o yo& )a4e9
Ta8le5=*=
Fre?&en.y Per.en(
Vali% ONE ;. ;.(0
T7O =- =-(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*=
T)e informa(ion pre'en(e% in (a8le5 =*= re4eal' ()a(
? ;.< of te res!ondents are usin, sin,le $#linder and ?ile =-< of tem are usin,
double $#linders
SHREEPATIGONDA GAS AGENCY
INDI
@* Ho3 of(en yo& Refill yo&r Cylin%er9
Ta8le5=*@
Fre?&en.y Per.en(
Vali% <A5=A %ay' 3; 3;(0
=A5BA %ay' -> ->(0
BA5CA %ay' /0 /0(0
A8o4e CA %ay' -0 -0(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*@
T)e informa(ion pre'en(e% in (a8le=*@ re4eal' ()a(
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem
sa# tat te# refill te $#linder abo%e ;0 da#s(
SHREEPATIGONDA GAS AGENCY
INDI
B* Ho3 %o yo& !oo+ a Cylin%er9
Ta8le5=*B
Fre?&en.y Per.en(
8alid Per'onally =/ =/
P)one ;/ ;/(0
Le((er A A
Sm' A A
I4r' A A
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*B
T)e informa(ion pre'en(e% in (a8le=*B re4eal' ()a(
? =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< are bookin, teir $#linder b# !one
SHREEPATIGONDA GAS AGENCY
INDI
;( Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9
Ta8le5=*C
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*C
T)e informa(ion pre'en(e% in (a8le=*C re4eal' ()a(
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$ /-<
of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s" 3.< of tem sa#s tat
Fre?&en.y Per.en(
8alid Same %ay -0 -0(0
> 5 < %ay' /- /-(0
< D = %ay' 3. 3.(0
@ D C %ay' >A >A*A
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
dealer deli%er te $#linder on 3 B = da#s and ?ile -0< of tem sa#s tat dealer
deli%er te $#linder on > B ; da#s(
E* 7)ere %oe' a
%eli4ery man
%eli4er ()e Cylin%er9
Ta8le =*E
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*E
Fre?&en.y Per.en(
Vali% O&( %oor = =(0
1i(.)en C0 =/(0
S(ore room 30 30(0
Some 3)ere o&( C C(0
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*E re4eal' ()a(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder
to store room" ?ile remainin, C< of tem are in fa%or tat te deli%er# men deli%er
te $#linder to some were out(
F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9
Ta8le5=*F
Fre?&en.y Per.en(
8alid Ye' C> C>(0
No 3; 3;(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*F
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*F re4eal' ()a(
? C>< of te res!ondents are sa#s tat te deli%er# men $onfirms te wei,t of
$#linder and Nearl# =;< of tem are sa#s tat te deli%er# men does not $onfirms te
wei,t of $#linder
G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y
Ta8le5=*G
Fre?&en.y Per.en(
8alid Ye' .0 .0(0
No -0 -0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*G
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*G re4eal' ()a(
? .0< of te res!ondents are sa#s tat te $#linder is adeJuate in Juantit# and
Remainin, -0< of te res!ondents are sa#s tat te $#linder is not adeJuate in
Juantit#
>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9
Ta8le5=*>A
Fre?&en.y Per.en(
8alid Free ./ ./(0
B 5 >A r' / /(0
>A 5 <A r' 0 0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
SHREEPATIGONDA GAS AGENCY
INDI
Dia-ram5=*>A
T)e informa(ion pre'en(e% in (a8le=*>A re4eal' ()a(
? ./< of res!ondents are sa#s tat te deli%er# men does not $ar,e e2tra amount oter
ten billed amount and Nearl# /< of te res!ondents are sa#s tat te deli%er# men
$ar,e / B -0 Rs e2tra amount oter ten billed amount(
>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e
Ta8le5=*>>
Fre?&en.y Per.en(
8alid =A min ;> ;>(0
> )o&r ; ;(0
> %ay =0 =0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
SHREEPATIGONDA GAS AGENCY
INDI
Dia-ram5=*>>
T)e informa(ion pre'en(e% in (a8le=*>> re4eal' ()a(
? ;>< of te res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel#
in $ase of leaka,e in =0 min(";< of te res!ondents are sa#s tat te me$ani$ or ,as
dealer res!ond immediatel# in $ase of leaka,e in - our and Nearl# =0< of te
res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel# in $ase of
leaka,e in - da#
><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani.
Ta8le5=*><
Fre?&en.y Per.en(
8alid Very -oo% ;0 ;0(0
#oo% -> -0(0
A4era-e 30 30(0
Poor ; ;(0
Very 8a% 0 0(0
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*><
T)e informa(ion pre'en(e% in (a8le=*>< re4eal' ()a(
? ;0< of te res!ondents are in fa%our of %er# ,ood bea%ior from te $ounter
staffEdeli%er# men and me$ani$ of sree!ati,ouda ,as a,en$#" ->< of tem are in
fa%our of ,ood bea%ior and from te anal#sis 30< of tem are in fa%our of a%era,e(
and ?ile ;< of tem are in fa%our of !oor bea%ior of te $ounter staffEdeli%er#
men and me$ani$ staff
>=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion9
Ta8le5=*>=
Fre?&en.y Per.en(
8alid > year ;; ;;(0
< year 30 30(0
= year @ @*A
@ year >A >A*A
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>=
T)e informa(ion pre'en(e% in (a8le=*>= re4eal' ()a(
? ;;< of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in ins!e$tion
on$e in a #ear$30< of te res!ondents are in fa%our tat te a,en$# $ondu$t
mandator# in ins!e$tion on$e in a two #ear$ >< of te res!ondents are in fa%our tat
te a,en$# $ondu$t mandator# in ins!e$tion on$e in a tree #ear and ?ile remainin,
-0< of of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in
ins!e$tion on$e in a four(
>@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9
Ta8le5=*>@
Fre?&en.y Per.en(
8alid Very #oo% D0 D0(0
#oo% -0 -0(0
A4era-e -0 -0(0
Poor 0 0(0
Very !a% 0 0(0
SHREEPATIGONDA GAS AGENCY
INDI
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>@
T)e informa(ion pre'en(e% in (a8le=*>@ re4eal' ()a(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#
>B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9
Ta8le5=*>B
Fre?&en.y Per.en(
8alid Ye' ; ;(0
No .> .>(0
DonI( +no3 0 0(0
SHREEPATIGONDA GAS AGENCY
INDI
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>B
T)e informa(ion pre'en(e% in (a8le=*>B re4eal' ()a(
;< of te res!ondents are in fa%our of tat te# will mi,rate if new ,as a,en$# is
allotted in te town( and ?ile .;< of tem are in fa%our of tat te# donQt want
mi,rate if new ,as a,en$# is allotted in te town(
FINDIN#S
? >3< of te res!ondents were usin, te ele$tri$al $oil for $ookin, before !ur$asin,
te ,as( =/< of te res!ondents were usin, te wood for $ookin, and remainin, 3=<
of tem were usin, te kerosene for te $ookin, before te# !ur$asin, te ,as
? .-< of te res!ondents are usin, te & P C ,as( /< of te res!ondents are usin, te
H P C ,as and remainin, >< for te I O C ,as
SHREEPATIGONDA GAS AGENCY
INDI
? ;.< of te res!ondents are usin, sin,le $#linder and ?ile =-< of tem are usin,
double $#linders
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem
sa# tat te# refill te $#linder abo%e ;0 da#s(
? =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< are bookin, teir $#linder b# !one
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$ /-<
of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s" 3.< of tem sa#s tat
dealer deli%er te $#linder on 3 B = da#s and ?ile -0< of tem sa#s tat dealer
deli%er te $#linder on > B ; da#s(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder
to store room" ?ile remainin, C< of tem are in fa%or tat te deli%er# men deli%er
te $#linder to some were out(
? C>< of te res!ondents are sa#s tat te deli%er# men $onfirms te wei,t of
$#linder and Nearl# =;< of tem are sa#s tat te deli%er# men does not $onfirms te
wei,t of $#linder
? .0< of te res!ondents are sa#s tat te $#linder is adeJuate in Juantit# and
Remainin, -0< of te res!ondents are sa#s tat te $#linder is not adeJuate in
Juantit#
SHREEPATIGONDA GAS AGENCY
INDI
? ;>< of te res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel#
in $ase of leaka,e in =0 min(";< of te res!ondents are sa#s tat te me$ani$ or ,as
dealer res!ond immediatel# in $ase of leaka,e in - our and Nearl# =0< of te
res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel# in $ase of
leaka,e in - da#
? ;0< of te res!ondents are in fa%our of %er# ,ood bea%ior from te $ounter
staffEdeli%er# men and me$ani$ of sree!ati,ouda ,as a,en$#" ->< of tem are in
fa%our of ,ood bea%ior and from te anal#sis 30< of tem are in fa%our of a%era,e(
and ?ile ;< of tem are in fa%our of !oor bea%ior of te $ounter staffEdeli%er#
men and me$ani$ staff
? ;;< of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in ins!e$tion
on$e in a #ear$30< of te res!ondents are in fa%our tat te a,en$# $ondu$t
mandator# in ins!e$tion on$e in a two #ear$ >< of te res!ondents are in fa%our tat
te a,en$# $ondu$t mandator# in ins!e$tion on$e in a tree #ear and ?ile remainin,
-0< of of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in
ins!e$tion on$e in a four(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#
? ;< of te res!ondents are in fa%our of tat te# will mi,rate if new ,as a,en$# is
allotted in te town( and ?ile .;< of tem are in fa%our of tat te# donQt want
mi,rate if new ,as a,en$# is allotted in te town
SHREEPATIGONDA GAS AGENCY
INDI
CONCLUSION
'ess tan anti$i!ated ,rowt in te fa$e of intensif#in, $om!etition and risin, $osts $an
ardl# be e2!e$ted to ,et te $om!an# foamin,(
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom and it is a well known ser%i$e
!ro%ider for &arat ,as and te# are well establised in !ro%idin, satisfa$tor# after sales
ser%i$es to its $ustomers(
&# seein, te obser%ations most of te $ustomers are a%in, !ositi%e !er$e!tion
towards Sree!ati,ouda ,as a,en$# and are satisfied wit its ser%i$es su$ as A%ailabilit# of
Timel# and safe deli%er#" Staff su!!ort" Trained Fe$ani$s et$(
!ENEFITS OF THE PRO"ECT
• Te stud# will el! te $om!an# to know te satisfa$tion le%el of $ustomer
towards ser%i$es !ro%ided b# tem(
• Te stud# will el! te $om!an# to identif# te fa$tors of dis*satisfied $ustomers(
• Te stud# will el! te $om!an# to know weter teir ser%i$es are meetin, teir
$ustomer satisfa$tion inde2 or not(
• Te stud# will el! te $om!an# to fo$us on teir weaker areas of ser%i$es(
SHREEPATIGONDA GAS AGENCY
INDI
• Te stud# will el! te $om!an# to im!ro%e teir $ustomer $are a$ti%ities to
deli,t and attra$t $ustomers(
STATEMENT OF THE PRO!LEM
Te !resent da# market is flooded wit a %ariet# of ,as Fanufa$turers as man# as if not
more tan $om!anies like barat ,as" Hindustan ,as" Indian ,as and relian$e ,as et$" are
marketin, teir !rodu$ts(
Time as be$ome talk of te town terefore te $ustomers ,i%e utmost !riorit# to
tose ,as Industries wi$ !rodu$es %arieties of ,as wit Pri$e" Ser%i$es et$" wi$ a%e
been e2ertin, influen$e on te !la#in, de$ision of te $onsumer(
Te sree!at,ouda ,as a,en$# is te one of te best Dealer for &arat ,as
e2$lusi%el# en,a,ed in sales and ser%i$es of ,as it is te onl# $om!an# renderin, better
!erforman$e from a lon, !eriod of time wit te !resen$e of all tese fa$tors sree!at,ouda
,as a,en$# is makin, sales as ot$ake(
Te stud# on and is dire$ted to understand 5A stud# on $ustomer satisfa$tion towards
after sales ser%i$es of sree!at,ouda ,as a,en$# to im!ro%e te Jualit# of ser%i$e(5
SHREEPATIGONDA GAS AGENCY
INDI
J&e'(ionnaire
Dear Sir;Ma%am$
Plea'e pro4i%e ()e 8elo3 men(ione% informa(ion 7
SHREEPATIGONDA GAS AGENCY
INDI
Name7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT
Address7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT
O$$u!ation7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTT
Annual In$ome TTTTTTTTTTTTTTTTTTTTTT Gender7 Fale U V Hemale U V
>* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9
>* ele$tri$al $oil <* ?ood =( kerosene
<* 7)i.) Company #a' %o yo& o3n9
-( &PC 3( HPC =( IOC
=* Ho3 many Cylin%er' %o yo& )a4e9
-( One 3(two
@* Ho3 of(en yo& Refill yo&r Cylin%er9
-( 30*=0 da#s 3(=0*/0 da#s =( /0*;0 da#s
>(Abo%e ;0da#s
B* Ho3 %o yo& !oo+ a Cylin%er9
-( Personall# 3(Pone =('etter
>( SFS /(I8RS
C* Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9
-( Same da# 3( -*3 da#s =( 3*= da#s
>( >*;da#s
E* 7)ere %oe' %eli4ery men %eli4er' ()e Cylin%er9
-( Out Door 3(Kit$en =(Store Room
>( Some were Out
SHREEPATIGONDA GAS AGENCY
INDI
F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9
-( Yes 3( No
G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y9
-( #es 3(No
>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9
-( Hree 3 (/*-0 Rs =(-0*30 Rs
>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e 9
-(=0 Fin 3( - our =(- da#
><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani.9
-( 8er# Good 3(Good =(A%era,re
=(Poor >(8er# &ad
>=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion 9
-( #ear 3( 3 #ear =( = Year >( >#ear
>@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9
-( 8er# Good 3(Good =(A%era,re =(Poor
>(8er# &ad
>B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9
-( Yes 3( No =( DonQt Know
*** Thank You ***
!I!LIO#RAPHY
REFERENCE !OO1S5
-( FARKETING RESEARCH Tull and Hawkins(
SHREEPATIGONDA GAS AGENCY
INDI
=( FARKETING 'amb" Hair" F$Daniel(
7E!SITE5
-( www(ebarat,as($om
3( www(,oo,le($om(
SHREEPATIGONDA GAS AGENCY
INDI
doc_652484772.doc
Do take some time off for a brief interlude with the past, as we take you back in time to the evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian industry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells drilled for salt.
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
EXECUTIVE SUMMARY
INDUSTRY PROFILE
Do take some time off for a brief interlude wit te !ast" as we take #ou ba$k in time to te
e%olution of &arat Petroleum Cor!oration 'imited( A new $a!ter in te istor# of Indian
industr#( Petroleum )deri%ed from 'atin Petra * ro$k and oleum * oil+ first $ame u! in wells
drilled for salt( Peo!le found it useful as illuminatin, oil and te demand for it steadil#
in$reased( Te de%elo!ment and !romotion of effi$ient kerosene*burnin, a!!lian$es for
li,tin, and $ookin, was an im!ortant !art of kerosene sellin, a$ti%it# te $om!an#
introdu$ed 'PG as a $ookin, fuel to te Indian ome in te mid*-./0s( And all alon," it went
be#ond sellin, !etroleum" An a,reement to build a modern refiner# at Tromba#" &omba# was
si,ned between te &urma Sell ,rou! of $om!anies and te Go%ernment of India on -/t
De$ember -./-(
Te Gas Industr# !la#s %er# im!ortant role be$ause it is %er# essential for e%er# uman bein,
So tat tere are four $om!an# like &arat ,as" Hindustan ,as" Indian ,as and relian$e ,as et$
te almost all te !eo!le are usin, te ,as for $ookin, and for te %ei$les Te $om!anies
and te ,o%ernment as made some rules for te new $onne$tions tat te rules te sould
a%e te ration $ard and te identit# $ard or %oter $ard
If e submit te abo%e do$ument 1ero2 if te distributor is a%in, te one*wa# e will ,i%e
te $onne$tion on te same da#( if te distributer is not a%in, te one*wa# te e will
maintain te watin, list of te new $onne$tions
SHREEPATIGONDA GAS AGENCY
INDI
Company profile
&arat,as from &arat Petroleum as dominated te 'P Gas market in India for o%er tree
de$ades( Toda#" 3/ million omes in India" wake u! ea$ mornin, to en4o# 5te $u! tat
$eers5 !re!ared on &arat,as( Similarl#" undreds of $ommer$ial and industrial
establisments start teir da#" $onfident and se$ure" a%in, entrusted teir 'P Gas needs to
&arat Petroleum(
A !ioneer in more wa#s tan one" &arat,as as brou,t man# inno%ati%e offerin,s to te
$ustomers6( To name a few7
• Eas# a$$ess to $ustomers trou, %arious modes in$ludin, online a$$ess
• Home deli%er# of $#linders
• 8alue added ser%i$es to $ustomers b# %enturin, into allied business to meet
$onsumers6 ouseold needs
• 'P Gas su!!lies trou, !i!eline to me,a residential $om!le2es
&arat,as * were inno%ation is a wa# of life999
NEED FOR THE STUDY
Te main !ur!ose of te stud# is to understand te satisfa$tion of $ustomers towards after
sales ser%i$es of sree!at,ouda ,as a,en$# wi$ will el! te $om!an# to make !ro!er
marketin, strate,# to render ,ood ser%i$es and satisf# te needs of te $ustomers( Te stud#
will el! te $om!an# to make !ro!er strate,ies and em!asi1e on teir weaker areas
SHREEPATIGONDA GAS AGENCY
INDI
O!"ECTIVES OF THE STUDY
? To understand te effi$ien$# and effe$ti%eness of e2istin, ser%i$es at sree!ati,ouda
,as a,en$# Indi
? To know te $ustomers o!inion wit re,ard to after sales ser%i$e of teir ,as deli%er#
? To know te satisfa$tion of $ustomer wit re,ard to !ost sales ser%i$es(
? To identif# te fa$tors wi$ affe$ts im!ro%ement and de%elo!ment in renderin,
ser%i$e
SCOPE OF THE STUDY
? Te stud# will el! te $om!an# to know teir effi$ien$# and effe$ti%eness of e2istin,
ser%i$es(
? Te $om!an# $an find out te im!a$t of ser%i$e in de%elo!in, new $ustomers(
? Te stud# will el! te $om!an# to make !ro!er marketin, strate,# for teir weaker
areas(
? Te stud# $o%ers te $ustomers of sree!ati,ouda ,as a,en$# indi town
SHREEPATIGONDA GAS AGENCY
INDI
RESEARCH METHODOLO#Y
Data source Primary (field survey)
Secondary (Internet, Catalogues,
Broachers.)
Area of research Indi
Research Aroach Survey !ethod
Research Instrument "uestionnaire
Samle #nit All e$isting and otential customers
Samling !ethod
Random samling
Samle Si%e
&'' units
Data Analysis(
Sss
LIMITATIONS OF THE STUDY
Not sin,le work is e2$e!tion to te limitations e%er# work as ,ot its own
limitations" so due to time $onstraint" m# stud# $onfines onl# to indi town and it is not
!ossible to make e2tensi%e stud#( It is assumed tat te sam!le sele$ted re!resents entire
!o!ulation(
a( &e$ause of time $onstraint" m# stud# $onfines onl# to Indi town and it is not !ossible
to make e2tensi%e stud#(
b( &# bus# s$edule of te e2e$uti%es it is diffi$ult to e2tra$t more information from
tem(
SHREEPATIGONDA GAS AGENCY
INDI
$( :nwillin,ness of ,as owners as left us to make random $on$lusions(
MA"OR FINDIN#S
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem sa#
tat te# refill te $#linder abo%e ;0 da#s(
@A =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< is bookin, teir $#linder b# !one
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$
/-< of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s$ 3.< of tem sa#s tat
dealer deli%er te $#linder on 3 B = da#s" and ?ile -0< of tem sa#s tat dealer deli%er
te $#linder on > B ; da#s(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
store room" ?ile remainin, C< of tem are in fa%or
? ./< of res!ondents are sa#s tat te deli%er# men does not $ar,e e2tra amount
oter ten billed amount and Nearl# /< of te res!ondents are sa#s tat te deli%er# men
$ar,e / B -0 Rs e2tra amount oter ten billed amount(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#(
SHREEPATIGONDA GAS AGENCY
INDI
CONCLUSION
'ess tan anti$i!ated ,rowt in te fa$e of intensif#in, $om!etition and risin, $osts $an
ardl# be e2!e$ted to ,et te $om!an# foamin,(
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom and it is a well known ser%i$e !ro%ider for
&arat ,as and te# are well establised in !ro%idin, satisfa$tor# after sales ser%i$es to its
$ustomers(
&# seein, te obser%ations most of te $ustomers are a%in, !ositi%e !er$e!tion towards
Sree!ati,ouda ,as a,en$# and are satisfied wit its ser%i$es su$ as A%ailabilit# of Timel#
and safe deli%er#" Staff su!!ort" Trained Fe$ani$s et$(
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
INTRODUCTION OF STUDY
Te stud# was to ,ain im!ro%ed understandin, of te for$es and fa$tors !resent in after*sales
a$ti%ities" and te role of tese in enan$in, or endan,erin, business( Te ob4e$ti%e was to
,ain a better understandin, of ow a su!!lier $ould su$$essfull# mana,e its 5$ustomer $are5
a$ti%ities in te d#nami$ Gas market( Te term" 5$are5 is used e2tensi%el# in te stud# as a
doorwa# into te world of after sales a$ti%ities as well as an or,ani1in, $onstru$t for
inter!retin, wat was found( Te $on$e!t of $are in$ludes a$ti%ities related to maintenan$e
and !re%enti%e maintenan$e( It additionall# in$ludes ser%i$es tat $an link ba$k to el!
enan$e !re*e2istin, $a!abilities for deli%er# of !rodu$ts or s#stems( Pro$esses and measures
of $ustomer satisfa$tion and lo#alt# !ro%ide two $riti$al as!e$ts of te stud#(
Te im!ortan$e of te $on$e!t of $are and te a$tions tat define it were found to be $riti$all#
im!ortant for a $ustomer6s total satisfa$tion( Te im!ortan$e of te $are !ase in te total
$ustomer !ro$ess was found to in$rease as te $ustomer relationsi! matures(
Tis work" arri%ed out to im!lement tis idea" illustrates tat tere is a ,reat" unreali1ed
!otential" !arti$ularl# in te $reation of a %iable model of after sales $ustomer $are able to
a$$ommodate te $om!le2it# of $ontem!orar# business de%elo!ment(
SHREEPATIGONDA GAS AGENCY
INDI
In%&'(ry profile
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
S)ri* A')o+ Sin)a
C)airman , Mana-in- Dire.(or
S)ri* S* Ra%)a+ri')nan
Dire.(or /Mar+e(in-0
S)ri* R* 1* Sin-)
Dire.(or /Refinerie'0
S)ri* S* 1* "o')i
Dire.(or /Finan.e0
S)ri S* Mo)an
Dire.(or /H&man Re'o&r.e'0
Prof* S* 1* !ar&a
Dire.(or
Prof* A* H* 1alro
Dire.(or
M'* Rama !i2ap&r+ar
Dire.(or
Prof* N* Ven+i(e')3aran
Dire.(or
S)ri T* !ala+ri')nan
Prin.ipal Se.re(ary
/In%&'(rie' , Commer.e0$
#o4ernmen( of 1erala
S)ri P* 1* Sin)a
A%%i(ional Se.re(ary , Finan.ial A%4i'or$
Mini'(ry of Pe(role&m , Na(&ral #a'
SHREEPATIGONDA GAS AGENCY
INDI
Company 4i'ion an% mi''ion
O&r Vi'ion
To be$ome market leaders in Customer Ser%i$e wit te i,est $ustomer satisfa$tion inde2"
and te i,est safet# standards(
O&r Mi''ion
To make &arat ,as a dominant brand in te se,ments we market" b# be$omin, trendsetters
in Customer Ser%i$e" Safet# and Gualit#(
!)ara( Pe(role&m 5 Ener-i6in- Li4e'
&arat Petroleum" one of te sin,le di,it Indian re!resentati%es in te Hortune /00 I Horbes
3000 listin,s" &PC' is often referred to as an 5FNC in PS: ,arb5( An ardent !ursuer of
Jualitati%e e2$ellen$e and a !ioneer in marketin, initiati%es" em!lo#s te 5&est in Class5
!ra$ti$es" for ma2imi1ation of $ustomer satisfa$tion(
?it a turno%er of :SD 3C billion and a net wort of o%er :SD 3 billion" it is an Oil Giant in
India( It markets te full ran,e of !etroleum !rodu$ts )trou,!ut of 3> million tonnes durin,
300;*0C+ and as an all*India !resen$e trou, 3 refineries" -== Oil installations I de!ots
and >D 'P Gas bottlin, !lants( Its e2tensi%e marketin, network $om!rises of around C">00
retail outlets" o%er 3-/0 'PG distributors I -000 SKOE'DO dealers(
O%er te #ears" &arat Petroleum meetin, te $allen,es of te ra!idl# $an,in,
en%ironment" as led te $an,es in te marketin, of !rodu$ts and ser%i$es( In all tese
$an,es" onl# one fa$tor as remained $onstant and as been te sour$e of &arat Petroleum6s
stren,t and ins!iration for an# future inno%ations * &arat Petroleum6s Peo!le(
&arat Petroleum as alwa#s been on te forefront of arnessin, te$nolo,# initiati%es for
SHREEPATIGONDA GAS AGENCY
INDI
ma2imi1in, effi$ien$# and a$ie%in, ,reater $ustomer satisfa$tion(
&arat Petroleum * $onstantl# !ro%idin, %alue to stake olders9
!)ara(-a'
&arat,as from &arat Petroleum as dominated te 'P Gas market in India for o%er tree
de$ades( Toda#" 3/ million omes in India" wake u! ea$ mornin, to en4o# 5te $u! tat
$eers5 !re!ared on &arat,as( Similarl#" undreds of $ommer$ial and industrial
establisments start teir da#" $onfident and se$ure" a%in, entrusted teir 'P Gas needs to
&arat Petroleum(
A !ioneer in more wa#s tan one" &arat,as as brou,t man# inno%ati%e offerin,s to te
$ustomers6( To name a few7
• Eas# a$$ess to $ustomers trou, %arious modes in$ludin, online a$$ess
• Home deli%er# of $#linders
• 8alue added ser%i$es to $ustomers b# %enturin, into allied business to meet
$onsumers6 ouseold needs
• 'P Gas su!!lies trou, !i!eline to me,a residential $om!le2es
• An inno%ati%e solution to rea$ 'P Gas su!!lies to rural and remote areas trou, te
5Rural5 Farketin, 8ei$le
• Re%olutioni1in, te metal $uttin, I bra1in, industr# wit te new !rodu$t * &arat
Fetal Cuttin, Gas(
&arat,as * were inno%ation is a wa# of life999
A3ar%' , A..ola%e'
SHREEPATIGONDA GAS AGENCY
INDI
7inner' of Oil In%&'(ry Safe(y A3ar% for ()e year'
Hrom -..3 to 300; te &PC' as won te safet# award for oil industr#
Oil In%&'(ry Safe(y A3ar%' were instituted in order to in$ul$ate $om!etiti%eness
amon, oil $om!anies to im!ro%e teir safet# !erforman$e(
Safet# !erforman$e of te $om!etin, or,ani1ations E installations is e%aluated wit te el!
of a new $riteria de%elo!ed at OISD wi$ takes into $onsideration" te total loss $on$e!t i(e(
fatalities" fires" lost time" dire$t I indire$t losses et$( and also te a1ard !otentials(
O()er A3ar%'
1)&r%a LP# Plan( 7*
Re$ei%ed Orissa State Safet# Award on &est !erforman$e in safet# I en%ironment b#
Dire$tor of Ha$tories I &oilers" Orissa on 3>(0/(300=
1)&r%a LP# Plan( 5
Re$ei%ed Orissa State Safet# Award on 'owest wei,ted freJuen$# rate of a$$ident b#
Dire$tor of Ha$tories I &oilers" Orissa on 3C(--(300>
1)&r%a LP# Plan( 5
Re$ei%ed Orissa State Safet# Award on 'owest wei,ted freJuen$# rate of a$$ident b#
Dire$tor of Ha$tories I &oilers" Orissa on -D(-3(300;
1ol+a(a LP# Terri(ory 7*
SHREEPATIGONDA GAS AGENCY
INDI
Re$ei%ed te Certifi$ate of a!!re$iation in te Greente$ En%ironment Awards in 300C
"aip&r LP# 8o((lin- plan( 5
Re$ei%ed te 'afe(y a3ar% from &ritis Safet# Coun$il for te #ear -..- in re$o,nition and
$ommendation of ser%i$es rendered in te $ause of safet#(
1&rnool LP# Terri(ory 5
I( as been awarded 9T)e .er(ifi.a(e of .ommen%a(ion: b# Kurnool Distri$t Consumers
Prote$tion Coun$il for te ser%i$es !ro%ided to te $ustomers $onse$uti%el# for te #ears
300-*03 and 3003*0=(
Roor+ee Terri(ory %i'(ri8&(or M;'* P&')pa+ #a' Ser4i.e$ Har%3ar was fa$ilitated b# L
8is%a :!bokta San,atan" Saaran!urL for 9U((am #ra)a+ Se4a9 in a fun$tion eld at
Hardwar(
7ai LP# Plan( a%e been awarded :Cer(ifi.a(e of Meri
for 5Feritorious !erforman$ein Safet# in te Faarastra Safet# Awards Com!etition * 30035(
Solap&r LP# Plan( a%e been awarded :Cer(ifi.a(e of Meri
for 5Feritorious!erforman$e in Safet# in te Faarastra Safet# Awards Com!etition * 30035(
7ai Terri(ory re$ei%ed awards from National Safet# Coun$ilL Faarastra Ca!ter for
Feritorious !erforman$e in Industrial Safet# as under 7
Faarastra Safet# Award * 3003(
Faarastra Safet# Award * 300=(
Faarastra Safet# Award * 300>(
Faarastra Safet# Award * 300/(
Faarastra Safet# Award * 300;(
"al-aon Terri(ory won te followin, awards7
SHREEPATIGONDA GAS AGENCY
INDI
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300;(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300/(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300>(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 300=(
Faarastra Safet# Award &# National Safet# Coun$il Hor Year 3003(
Runner :! L Customer Coi$e Award Hor Te Year 300-*03(
S&ra( Terri(ory5
It as ba,,ed te LCertifi$ate of A!!re$iationL for te #ear 300/ from Gu4arat State Safet#
Coun$il under Cate,or# II ,rou! of Industries(
")an'i Terri(ory 7*
Re$ei%ed te !resti,ious &arati#a Rastri#a Suraksa Parisad" Suraksa Puraskar* 300= on
te basis of e%aluation of Performan$e for te Past tree #ears 3000*300=(
Piyala Terri(ory 7*
Re$ei%ed te S!e$ial !ri1e in Petrote$ 300C !oto e2ibition(
Piyala Terri(ory won te Greente$ en%ironment e2$ellen$e sil%er award 300C(
Alla)a8a% Terri(ory 7*
Re$ei%ed a $itation from Horest De!t" Go%t of :ttar Prades for a%in, !lanted /000 trees on
a sin,le da# inside Allaabad 'PG Plant on =-st Mul# 60C(
Lalr& LP# Plan( 7*
SHREEPATIGONDA GAS AGENCY
INDI
Re$ei%ed te Safet# Award for te Year 300/ from Dire$torate of Ha$tories" Pun4ab I Pun4ab
Industrial Safet# Coun$il(
Lalr& LP# Plan( Safet# Award for te Year 300; from Dire$torate of Ha$tories" Pun4ab I
Pun4ab Industrial Safet# Coun$il(
U%aip&r LP# Plan( Awarded Te &est Industrial :nit Of Fewar Re,ion &# Camber
Of Commer$e Hor Te Year 300=*0>(
U%aip&r LP# Plan( Awarded Te &est Industrial :nit Hor En%ironment Conser%ation
&# Rotar# Club :dai!ur Hor Te Year 300=*0>(
C)ennai LP# Plan( em!lo#ee" Fr(S(K(Fanika%asa,am was awarded wit L:#arnda
:1a!!alarL i(e( &est ?orker award from te Ha$tories De!artment Go%t( of Tamil Nadu for
te #ear 300=*0>(
!an-alore LP# Plan( awarded &est Safe Plant L II Pri1e b# Go%t( of Karnataka"
Finistr# of 'abour" De!t(of Ha$tories I &oilers for te #ear 300;(
T&(i.orin LP# * Hollowin, staff won awards in te $om!etition $ondu$ted b# National
Safet# Coun$il* Tamilnadu $a!ter7
Fr(P(K(Arumu,a!erumal" won II !ri1e in Slo,an $om!etition* )Tamil+
Fr(G(Tituna%ukkarasu won $onsolation !ri1e in Slo,an $om!etition )En,lis+(
T)e "o&rney of !)ara( pe(role&m .orpora(ion limi(e%
SHREEPATIGONDA GAS AGENCY
INDI
#lorio&' Heri(a-e
• Early Hi'(ory 5 Da3n of a Ne3 Era
Do take some time off for a brief interlude wit te !ast" as we take #ou ba$k in time to te
e%olution of &arat Petroleum Cor!oration 'imited( A new $a!ter in te istor# of Indian
industr#(
Petroleum )deri%ed from 'atin Petra * ro$k and oleum * oil+ first $ame u! in wells drilled for
salt( Peo!le found it useful as illuminatin, oil and te demand for it steadil# in$reased(
Samuel Kier" a Pittsbur, dru,,ist" bottled and marketed Petroleum as medi$inal $ure( To
market a deodorised %ariant" e desi,ned te first !rimiti%e refiner# in -D/3" wi$ was a
u,e im!ro%ised kettle" $onne$ted to a metal tank(
6Colonel6 Edwin Drake and 6:n$le6 &ill# Smit drilled a well wit te s!e$ifi$ ob4e$ti%e of
findin, oil" and on 3Ct Au,ust -D/." te# 6stru$k oil6 at Titus%ale" in Nort ?estern
Penns#l%ania" :SA" at a de!t of ;.(/ ft(
• From No()in- (o #ol%
Te -D;0s saw %ast industrial de%elo!ment( A lot of !etroleum refineries also $ame u!(
An im!ortant !la#er in te Sout Asian market ten was te &urma Oil Com!an#( Tou,
in$or!orated in S$otland in -DD;" te $om!an# ,rew out of te enter!rises of te Ran,oon Oil
Com!an#" wi$ ad been formed in -DC- to refine $rude oil !rodu$ed from !rimiti%e and
du, wells in :!!er &urma(
Te sear$ for oil in India be,an in -DD;" wen Fr( Goodenou, of F$Killo! Stewart
Com!an# drilled a well near Ma#!ore in u!!er Assam and stru$k oil( In -DD." te Assam
Railwa# and Tradin, Com!an# )ARTC+ stru$k oil at Di,boi markin, te
be,innin, of oil !rodu$tion in India(
SHREEPATIGONDA GAS AGENCY
INDI
?ile dis$o%eries were made and industries e2!anded" Mon D Ro$kefeller to,eter wit is
business asso$iates a$Juired $ontrol o%er numerous refineries and !i!elines to later form te
,iant Standard Oil Trust( Te lar,est ri%als of Standard Oil * Ro#al Dut$" Sell" Rots$ilds
* $ame to,eter to form a sin,le or,anisation7 Asiati$ Petroleum to market !etroleum
!rodu$ts in Sout Asia(
In -.3D" Asiati$ Petroleum )India+ 4oined ands wit &urma Oil Com!an# * an a$ti%e
!rodu$er" refiner and distributor of !etroleum !rodu$ts" !arti$ularl# in Indian and &urmese
markets( Tis allian$e led to te formation of &urma*Sell Oil Stora,e and Distributin,
Com!an# of India 'imited(
• T)e Pioneerin- Spiri( 5 !&rma) S)ell Mar+e(in-
A !ioneer in more wa#s tan one" &urma Sell be,an its o!erations wit im!ort and
marketin, of Kerosene( Tis was im!orted in bulk and trans!orted in > ,allon and - ,allon
tins trou, rail" road and $ountr# $raft all o%er India(
Te $om!an# took u! te $allen,e of rea$in, out to te !eo!le e%en in te remote %illa,es
to ensure e%er# ome ad its su!!l# of kerosene( Te de%elo!ment and !romotion of effi$ient
kerosene*burnin, a!!lian$es for li,tin, and $ookin, was an im!ortant !art of kerosene
sellin, a$ti%it#(
?it motor $ars" $ame $anned Petrol" followed b# ser%i$e stations( In te -.=0s" retail sales
!oints were built wit dri%ewa#s set ba$k from te roadN ser%i$e stations be,an to a!!ear and
be$ame a$$e!ted as a !art of road de%elo!ment( After te war &urma Sell establised
effi$ient and u!*to*date ser%i$e and fillin, stations to ,i%e te $ustomers te i,est !ossible
standard of ser%i$e fa$ilities(
On -/t O$tober -.=3" wen $i%il a%iation arri%ed in India" te $om!an# ad te onour of
fuellin, M(R(D( Tata6s istori$ solo fli,t in a sin,le en,ined de Ha%illian Puss Fot from
Kara$i to &omba# )Muu+ %ia Amedabad( Tirt# #ears later" i(e( in -.;3" &urma Sell
SHREEPATIGONDA GAS AGENCY
INDI
a,ain ad te !ri%ile,e to fuel MRD Tata6s re*ena$tment of te ori,inal fli,t( &urma Sell
also fuelled fl#in, boats" wi$ $arried airmail at sli,tl# i,er rates tan sea trans!ort" at
se%eral lo$ations(
As a true !ioneer would" te $om!an# introdu$ed 'PG as a $ookin, fuel to te Indian ome
in te mid*-./0s( And all alon," it went be#ond sellin, !etroleum" to edu$ate te $ustomer(
&esides sellin, &itumen" te $om!an# !ioneered desert road $onstru$tion" trainin, road
en,ineers( It !ro%ided free te$ni$al ser%i$es to industrial $ustomers * bi, and small * and it
be$ame a !art of te $om!an#6s $ulture(
• On S(ream 5 T)e !&rma) S)ell Refinery
An a,reement to build a modern refiner# at Tromba#" &omba# was si,ned between te
&urma Sell ,rou! of $om!anies and te Go%ernment of India on -/t De$ember -./-(
&urma Sell Refineries 'imited was in$or!orated as a !ri%ate limited $om!an# under te
Indian Com!anies A$t on =rd No%ember -./3" and work be,an on te marsland of Tromba#
at &omba#( Fan and ma$ine worked relentlessl#" and soon te swam!s ,a%e wa# to towers
and tanks of steel" and miles of !i!eline(
Te refiner# on >/> a$res of land at %illa,e Faul went on*stream on =0t Manuar# -.//" one
#ear aead of s$edule( Dr( S( Radakrisnan" 8i$e President of India" de$lared te 3(3
FFTPA )Fillion Fetri$ Tonnes Per Annum+ Refiner# o!en on -Ct Far$ -.//( It was ten
te lar,est refiner# in India ten(
?it tis infrastru$ture" free India mo%ed one ste! $loser to self*relian$e(
• From !&rma) S)ell (o !)ara( Pe(role&m
On 3>t Manuar# -.C;" te &urma Sell Grou! of Com!anies was taken o%er b# te
Go%ernment of India to form &arat Refineries 'imited( On -st Au,ust -.CC" it was renamed
SHREEPATIGONDA GAS AGENCY
INDI
&arat Petroleum Cor!oration 'imited( It was also te first refiner# to !ro$ess newl# found
indi,enous $rude )&omba# Hi,+" in te $ountr#(
S)apin- ()e F&(&re
Te $ore stren,t of &arat Petroleum Cor!oration 'imited as alwa#s been te ardent
!ursuit of Jualitati%e e2$ellen$e for ma2imisation of $ustomer satisfa$tion( Tus &arat
Petroleum" te erstwile &urma Sell" as toda# be$ome one of te most formidable names
in te !etroleum industr#(
&arat Petroleum !rodu$es a di%erse ran,e of !rodu$ts" from !etro$emi$als and sol%ents to
air$raft fuel and s!e$ialit# lubri$ants and markets tem trou, its wide network of Petrol
Stations" Kerosene Dealers" 'PG Distributors" 'ube So!!es" besides su!!l#in, fuel dire$tl#
to undreds of industries" and se%eral international and domesti$ airlines(
• Dynami. #ro3() Po'( Na(ionali'a(ion
Hollowin, Nationalisation in -.C;" &arat Petroleum $an,ed ,ears and embarked u!on a
ra!id ,rowt !at( Turno%er" !rofitabilit# and finan$ial reser%es ,rew b# lea!s and bounds(
Fassi%e e2!ansion and modernisation !ro%ided a tremendous boost to te $om!an#6s
!erforman$e( 'ar,e*s$ale re$ruitment and trainin, be$ame $riti$all# im!ortant to meet te
demands of e2!ansion(
• T)e 7in%' of C)an-e 5 A Tran'forme% Or-ani'a(ion Emer-e'
O!enin, u! of te Indian e$onom# in te nineties brou,t wit it more $om!etition and
$allen,es" kindled b# te !ased dismantlin, of te Administered Pri$in, Fe$anism
)APF+ and emer,en$e of additional $a!a$ities in te re,ion in refinin, and marketin,(
In -..;" &arat Petroleum went trou, a !ro$ess of %isionin," in%ol%in, !eo!le at all le%els"
wi$ e%ol%ed a sared %ision and a set of sared %alues( &ased on tis" te $om!an#
restru$tured itself" in a !roa$ti%e mo%e to ada!t to te emer,in, $om!etiti%e s$enario( Te
SHREEPATIGONDA GAS AGENCY
INDI
fun$tion*based stru$ture was $arefull# dismantled and re!la$ed wit a !ro$ess*based one(
Tis made te $om!an# more res!onsi%e to its $ustomer needs(
&arat Petroleum realises tat" in te lon, run" su$$ess $an onl# $ome wit a total
reorientation and $an,e in a!!roa$ wit te $ustomer as te fo$al !oint( Toda#" &arat
Petroleum is restru$tured into a Cor!orate Centre" Strate,i$ &usiness :nits )S&:s+ and
Sared Ser%i$es and Entities( Te or,anisational desi,n $om!risin, of fi%e $ustomers fa$in,
S&:s" %i1( A%iation" Industrial and Commer$ial" 'PG" 'ubri$ants and Retail and one asset
based S&:" %i1( Refiner#" is based on te !iloso!# of ,reater $ustomer fo$us(
T)e Planne% Approa.)
In$reasin, ,lobalisation" new !rodu$ts and ser%i$es" and
inno%ati%e marketin, a%e resulted in a %er# market sa%%#
$onsumer( Te !rodu$tion*based su$$ess !iloso!# of marketers as now been re!la$ed b# a
$ustomer*oriented !iloso!#( &arat Petroleum as taken $o,nisan$e of tis situation well in
time and as been takin, radi$al ste!s to kee! itself attuned to te $an,in, times" realisin,
tat te future belon,s to tose wo listen and ada!t to teir $ustomers(
• S(ra(e-y De4elopmen(
&arat Petroleum re$o,nises tat all strate,i$ initiati%es must $onform to te o%erall %ision
ofte Cor!oration and im!ro%ete e$onomi$ %alue( Te Strate,# De%elo!ment effort at te
$or!orate le%el a$ie%es better fo$us in te new or,anisational stru$ture" besides fa$ilitatin,
te S&:s in de%elo!in, teir res!e$ti%e strate,ies tat lead to an inte,rated Cor!orate
Strate,#( A &usiness Plannin, !ro$ess as been !ut in !la$e tat not onl# !ro%ides
o!!ortunities for te S&:s to !ursue teir %isionar# ,oals in $onsonan$e wit te Cor!orate
SHREEPATIGONDA GAS AGENCY
INDI
8ision" but also $ontinuousl# monitors trends and identifies strate,i$ o!!ortunities for te
Cor!oration(
• !ran% Mana-emen(
In te i,l# $om!etiti%e s$enario" it as be$ome im!erati%e to own dominant brands( Te
&rand Fana,ement team at &arat Petroleum endea%ours to build and mana,e a stron, brand
ima,e refle$tin, &arat Petroleum6s $ore %alues of bein, 6INCARE6" %i1( INno%ati%e" CArin,
and REliable( Em!asis is laid on $ontinuousl# understandin, $ustomer bea%iour" tra$kin,
teir $an,in, needs and e2!e$tations" and meetin, tese needs in te most $ost*effe$ti%e
manner(
• Re'ear.) an% De4elopmen(
Resear$ and de%elo!ment Centre Alwa#s on te forefront to inno%ate" &arat Petroleum is
makin, distin$t efforts towards Resear$ and De%elo!ment )R and D+( &esides te R and D
fa$ilities at te Refiner# and te Produ$t A!!li$ation De%elo!ment Centre in Sewree in
Fumbai" a new state*of*te*art RandD Centre is bein, set u! near Deli( Te R and D Centre
is bein, or,anised around tree $ore ,rou!s * Pro$ess and Te$nolo,# De%elo!ment" Produ$t
A!!li$ation De%elo!ment and En%ironmental En,ineerin,( A total outla# of Rs(="000 million
as been !lanned to be s!ent in tree !ases u! to te #ear 300=*0> on tis !ro4e$t(
Te.)nolo-i.al E%-e
SHREEPATIGONDA GAS AGENCY
INDI
&arat Petroleum as alwa#s been on te forefront of arnessin, te$nolo,# initiati%es for
&PC' as been on forefront in arnessin, te$nolo,#( ma2imisin, effi$ien$# and a$ie%in,
,reater $ustomer satisfa$tion(
&arat Petroleum is te first Publi$ Se$tor Oil Com!an# to im!lement Enter!risewide
Resour$e Plannin, )ERP+ solutions * SAP( Te im!lementation !ro4e$t known as ENTRANS
)Enter!risewide Transformation+ as been awarded te 6SAP Star Im!lementation Award6"
wit &arat Petroleum a%in, te distin$tion of e2e$utin, te lar,est and te most ambitious
SAP !ro4e$t in India( Te $allen,e of SAP im!lementation was to ensure tat all te
inte,rated elements )of te $om!le2 multi*modular inte,rated solutions tat im!a$t te entire
workflow of te or,anisation+ work seamlessl# a$ross te len,t and breadt of te $ountr#"
in$ludin, te remote lo$ations( Pro%idin, online $onne$ti%it# in tese remote lo$ations" ,i%en
te full*fled,ed IT network infrastru$ture" was in itself a dauntin, task(
&arat Petroleum is rea!in, te benefits of te inte,rated s#stem in man# areas of its
o!erations( Te earl# ,ains of im!lementation are in te areas of tra$kin, $ustomer*
re$ei%ables" monitorin, $redit*mana,ement" in%entor# mana,ement" besides easin, te
o!erations in a lar,e number of areas(
Hurtermore" &arat Petroleum as also set u! one of te bi,,est 6Centres of E2$ellen$e6 in
Asia to !ro%ide online su!!ort to te end users and also work towards $ontinuous
im!ro%ement in business !ro$esses and andle !rodu$t u!,rades and new ,eneration
!rodu$ts(
?it SAP as te IT ba$kbone" &arat Petroleum !lans to take ad%anta,e of te Internet based
$a!abilities alon, te entire %alue $ain wit a Customer Relationsi! Fana,ement solution(
A lar,e data wareouse !ro4e$t as also been im!lemented" wi$ fa$ilitates a$$ess to real*
time a$$urate information on ke# !erforman$e indi$ators at all &arat Petroleum lo$ations(
SHREEPATIGONDA GAS AGENCY
INDI
Tis enables te mana,ement to take strate,i$ and business de$isions" tus ensurin, %alue*
added ser%i$es" better $ustomer satisfa$tion and enan$ed sareolder %alue(
Peo!le Abo%e Oil
O%er te #ears" &arat Petroleum $ontinues to meet te $allen,es of te ra!idl# $an,in,
en%ironment" leadin, to $an,es in te marketin, of !rodu$ts and ser%i$es( In all tese
$an,es" onl# one fa$tor as remained $onstant and as been te sour$e of &arat Petroleum6s
stren,t and ins!iration for an# future inno%ations * &arat Petroleum6s Peo!le( Te feelin,
of ownersi! as fa$ilitated all em!lo#ees to understand te $om!le2it# of te market and
needs of te $ustomers" and res!ond to tese needs wit inno%ati%e initiati%es and offerin,s(
Hor &arat Petroleum" $ommitment of its em!lo#ees is a $riti$al resour$e( Hull# realisin, tat
onl# a a!!# em!lo#ee will !ut is best foot forward wit te $ustomers" &arat Petroleum
as taken man# ste!s to make te or,anisation a ,reat !la$e to work( In a sur%e# $ondu$ted
b# Hewitt Asso$iates for te Manuar# 300- issue of &usiness Toda# ma,a1ine to identif# te
best em!lo#ers" &arat Petroleum was ranked amon, te to! ten em!lo#ers in India( Te
ob4e$ti%e of te stud# was to find out wi$ $om!anies ad reall# $ar,ed te emotional and
intelle$tual ener,# of teir em!lo#ees( Te oter $om!anies wo were sele$ted were Infos#s"
Hewlett*Pa$kard" P and G" ICICI" Hu,es" 'G" H''" Com!aJ and Asian Paints(
&arat Petroleum fosters effe$ti%e %alue*based HR !ro$esses for de%elo!ment of !eo!le and
teir or,anisational $a!abilities wit a %iew to !ro%ide tem wit a $om!etiti%e ed,e and also
to realise teir !ersonal %ision in tandem wit te $or!orate %ision( Te trust areas in$lude7
• Performan$e Fana,ement wi$ links business ,oals wit indi%idual !erforman$e
,oals
• Re$o,nisin, $om!eten$ies and $a!abilities of te staff trou, Com!eten$#
Fodellin, to el! identif# and !la$e te ri,t !erson in te ri,t 4ob
SHREEPATIGONDA GAS AGENCY
INDI
• Identif#in, $om!eten$# ,a!s and brid,in, su$ ,a!s trou, a!!ro!riate trainin, and
de%elo!mental !ro,rammes
• Fulti*skillin, to en$oura,e em!lo#ees to take u! new initiati%es in te areas of
Enan$ed Huel Pro!osition" Add*on Stores" One Sto! Tru$k So!s" Gro$er# and Hast Hood
Stores(
&arat Petroleum as been $onferred te National HRD Award * 3000 b# National HRD
Network for makin, Outstandin, Contribution to HRD(
At te National Petroleum Fana,ement Pro,ramme )NPFP+ on E2$ellen$e in Creati%it# and
Inno%ation )-...*3000+" &arat Petroleum em!lo#ees ba,,ed all te tree awards in te
indi%idual $ate,or#" alon, wit four $ertifi$ates of re$o,nition in te team $ate,or#(
Industrial 'PG
'PG tou$es our li%es in so man# wa#s altou, we are unaware of it( Hrom ousin, to
ealt" from ,arments to ,lass" from li%esto$k to os!italit#" O&arat,asP !la#s its role alon,
te wa#" brin,in, #our !rodu$ts tat are su!erior" durable and sim!l# te best(
• Cris!# &is$uits I Confe$tioner#
• Poultr#
• Te2tile Industr#
• Steel
• Parma$euti$als
• Glass
• Hotel Industr#
• Reti$ulated Pi!in,
• Paint dr#in,
• Dal mill
• GoldsmitQs fa%ourite
SHREEPATIGONDA GAS AGENCY
INDI
Cris!# &is$uits I Confe$tioner#
'PG is widel# used to manufa$ture Cris! &is$uits" Soft &read" Hluff# Pastries" 'i,t Kari"
S!on,# Cakes and all t#!es of $ream and baker# !rodu$ts of su!er Jualit#( Pre$ision $ontrol
of tem!erature and low sul!ur $ontent in 'PG makes te !rodu$t !alatable and !asses all
Statutor# tests for uman $onsum!tion(
Poultr#
DonQt $ount #our $i$kens before te# are at$ed" but wit &arat,as #ou $an(
?it &arat,as #ou ,et uniform and lo$ali1ed eatin, durin, te first fi%e weeks bot durin,
summer and winter(
Te ad%anta,es of 'PG in $i$ken broodin, are
&etter eat $ontrol(
• Ra!id dr#in, of litter(
• Te !ower failures in rural areas is %er# i, resultin, in eat failures" but wit 'PG
as te sour$e of fuel tis risk is eliminated(
• Dire$t %iew of $i$ksN te eaters donQt take an# floor area(
• 8er# low 'PG $onsum!tion of a!!ro2( ;0 ,ms !er our or /0 !aise !er bird in winter(
Te2tile Industr#
SHREEPATIGONDA GAS AGENCY
INDI
Has it e%er o$$urred to #ou tat to !rodu$e te te2tiles #ouQre wearin," 'PG !la#s a
si,nifi$ant role(Te four main ste!s in te !rodu$tion of te2tile fabri$7
• Pre!aration of fabri$
• S!innin,
• ?ea%in,
• Hinisin, wi$ in$ludes Sin,ein," &lea$in," D#ein," Printin," Calenderin, et$(
Ea$ of tese !ro$esses reJuires a eatin, sour$e( Steam tou, mostl# used is not
ot enou, for $ertain o!erations so 'PG or ele$tri$it# is usuall# needed in te
Hinisin, !ro$ess( 'PG is better be$ause te eat is more $on$entrated( Te refle$tors
do not a%e to be !olised and eaters do not burn out(
Steel
Now let us look at &arat,as role in te steel industr# and ere too" on$e a,ain &arat,as
steals te sow(
Heat treatment of metals normall# refers to an# !ro$ess in%ol%in, eatin, and $oolin, of te
solid metal wit te aim of modif#in, its !#si$al !ro!erties but witout te intention of
$an,in, its $emi$al $om!osition( &arat,as easil# meets tese reJuirements so steel ,iants
like Mindal a%e stu$k to &arat,as o%er te #ears for all teir fuel needs(
Parma$euti$als Must wat te do$tor ordered O&arat,asP from &arat Petroleum(
SHREEPATIGONDA GAS AGENCY
INDI
'PG is used to 4oin ,lass $om!onents to form a sin,le ob4e$t( &arat,as is !referred be$ause
a $lean flame is obtained wi$ $an be ad4usted to te desired si1e and sa!e useful in te
!rodu$tion of am!oules(
Glass
In te summer eat wen #ou rea$ for a tirst Juen$er" remember &arat,as as ,one into
makin, te bottles tat old tese ,reat refresers(As seen ere re*eatin, of melted
,lassware in a s!e$ial furna$e is done before sa!in, o!erations( ?en makin, $om!li$ated
sa!es te ,lassware ma# a%e to be reeated se%eral times to kee! it malleable( 'PG is
,enerall# used be$ause te firin, rate is not %er# i, and $ombustion must be free of $
Ho(el In%&'(ry
Te $u! tat $eers" te meal tat satisfies" te mout waterin, deli$a$ies
Tanks to O&arat,asP &arat,as is asso$iated wit to! brand names in te otel industr#
like Ta4( Normall# .0< of otel use &arat,as for $ookin, of food( No matter wat #ou
ser%e" Continental" Cinese" Fo,lai" Italian or Russian * a %ariet# of menus to suit %arious
tastes but te !referred $oi$e and trusted $ookin, medium O&arat,as”
Re(i.&la(e% Pipin-
SHREEPATIGONDA GAS AGENCY
INDI
'PG at te turn of a ta! B so Jui$k" so $on%enient( Cookin, was ne%er easier( Tanks to te
reti$ulated !i!ed ,as a%ailable in se%eral omes toda#" &arat,as is a%ailable at te turn of a
ta!( It ensures in$reased safet# and %aluable s!a$e sa%in, in te kit$en( It eliminates $#linder
refill bookin, and andlin,( Sa%in, of time and no need to blo$k mone# for a 3nd $#linder(
Paint dr#in,
'PG a!!li$ation in !aint dr#in, as ,ot distin$t ad%anta,e o%er $on%entional dr#in, o%ens(
Te ot air is ,enerated wi$ is free from !arti$ulate matter" lea%es no as and tem!erature
$ontrol is !re$ise( Te final Jualit# of !aint in te bakin, o%en is uniform( Te result is
e2$ellent surfa$e finis and ,loss(
Dal mill
Te $on%entional metod of ,rain dr#in, is !ro$ess of sun * dr#in, or !assin, of flue ,ases
trou, te bed of ,rain( Te modern metod of ,rain dr#in, is b# 'PG Hirin, s#stem wi$
im!ro%es te dr#in, !ro$ess and also ,i%es no( - Jualit# of te ,rain( As te ,rains are of
edible Jualit#" 'PG does not lea%e an# as or $arbon !arti$les on te ,rains and does not
!rodu$e an# foul odour on te finised surfa$e tus fet$in, better market !ri$e
GoldsmitQs fa%ourite
SHREEPATIGONDA GAS AGENCY
INDI
'PG !rodu$es %er# !owerful flame and $an be as sar! as needle( Tis t#!e of flame is
reJuired for ,oldsmit to make %er# fine ,old E sil%er ornaments( Te workin, atmos!ere
remains free from obno2ious ,ases and tus is $ondu$i%e to te workmen(
To match the individual needs of customers, various pack sizes have been made
available.
• Hor Domesti$ kit$ens * !a$k si1es of ->(3 k,( and / k,( $#linders
Hor Industrial E Commer$ial * !a$k si1es of -.k," =/ k,( and >C(/ k,( as well
as bulk 'PG
COMPANY PROFILE
SHREEPATIGONDA GAS AGENCY
INDI
INTRODUCTION TO SHREEPATI#OUDA #AS A#ENCY
SERVICES OF SHREEPATI#OUDA #AS A#ENCY5
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom for &HARAT GAS situated at
beera!!a na,ar indi wi$ is $o%erin, =/ %illa,es and also bi, towns like $ad$an" almel"
1alaki" mannur" and tamba
It is a%in, e2tension ser%i$e $ounters at Cad$an" Ralaki" Horti" Almel" A,arked"
Tamba" Atar,a" &aradol" De%ar Nimbara,i" Salota,i" 'oni" Dulked" to $o%er tose areas"
wi$ are workin, under te ,uidan$e of sree!ati,ouda ,as a,en$# te main bran$( It uses
!romotional a$ti%ities su$ as !eriodi$al ad%ertisement" safet# awareness" new enrollments"
so$ial ser%i$e e%ents like Hree ealt $e$k u!" Hree e#e $am! and man# more(
Sales e2e$uti%es are !la#in, im!ortant role in attainin, te enJuires of teir $ustomers"
te !resent enJuir# a !ur$asin, ratio of $ustomer is .7-(
Sin$e sree!ati,ouda ,as a,en$# is te onl# bi, sowroom te !romotional a$ti%ities
$ondu$ted are not rea$in, effe$ti%el# to $ustomers of oter talukas " it sow tat most of
teir sales are in and around bi4a!ur distri$t $o%erin, some areas of oter talukas(
O()er 8&'ine'' .on(rolle% an% o3ne% 8y ()e 'ame o3ner
SHREEPATIGONDA GAS AGENCY
INDI
Saranu !rabu offset !rinters"indi Sin$e -.D;
Sree!ati,ouda Gas A,en$#" Indi Sin$e 300-
&ala4i !etroleums indi Sin$e 300>
&ala4i food a,en$# Sin$e 300/
&ala4i Estate A,en$# Sin$e 300C
Prabu $ommuni$ations )8odafone+ Sin$e 300D
Prabu traders indi Sin$e 300.
S&8 a-en.ie' of Sree!ati,ouda Gas A,en$#
Head Offi$e 7 Indi
&ran$es
• Cad$an" Ralaki" Horti" Almel" A,arked" Tamba" Atar,a"
&aradol" De%ar Nimbara,i" Salota,i" 'oni" Dulked tamba(
MAN PO7ER
• ?orkers 3/
• Staff ;
• Ser%i$e 3
ACHEVEMENTS
SHREEPATIGONDA GAS AGENCY
INDI
• Award for Hi,est $onne$tions enrollment of te #ear )3003+
• Award for &est ser%i$e and satisfa$tion of $ustomer )300=+
• Award )&est Deli%er# men and Fe$ani$+ )300>+
• Award for Hi,est sales in &e#ond 'PG )300/+
• &est Distributor Award for Karnataka )300;+
• Award ) &est $ounter Staff+ )300C+
• Award )E2$ellent !erforman$e in safet# I Awareness+ )300D+
• Award for )&est &e#ond 'PG sales men I Deli%er# Fen+ )300.+
ACTIVITIES
-( Gas Conne$tion Enrollment S$eme )300-+
3( Gas Conne$tions Enrollment wit finan$e (
=( Conne$tion Enrollment S 300EFont
>( Hree Feals for Hlood effe$ted area(
/( &e#ond 'PG Fela
;( Commer$ail $#linder sales $am!ai,n
C( Hree Healt Ce$k u! Cam!ai,n
D( 8odafone laun$ at all %illa,es of indi taluka(
.( Hree E#e $am!
-0( Safet# Awareness I Safet# $lini$ )300-"03"0>"0/"0C"0D"0.+
--( Sa%e Huel Cam!ai,n
-3( Sam!oorna Suraksa Font
SHREEPATIGONDA GAS AGENCY
INDI
ADRESS FOR CONTACT
sree!ati,ouda ,as a,en$#"(
Saranu !rabu buldin, bi4a!ur road
&eera!!a na,ar(indi
&i4a!ur Road(
Indi* /D;30.
Tel7 )0D=/.+ 333->0 E 33/D>0E Ha27 0D=/.*33/D>0(
E*mail7 !rabu.>;Sotmail($om
SHREEPATIGONDA GAS AGENCY
INDI
INFRASTRUCTURE AVAILA!LE IN PARTICULAR
Co%er Area -3000 sJ ft Gas Godawan
Sow Room >/00 SJ ft
No( Of Sow room Staff ;
No( of Deli%er# Fen -/
No of Fe$ani$s 3
No of Dri%ers >
No( of Su!er%isors >
THERE ARE T7O MAIN DIVISIONS IN THE FIRM* THOSE ARE
• 'PG &usiness
• &e#ond 'PG &usiness
DEPARTMENT PROFILE
Tere are mainl# four de!artments in sree!ati,ouda ,as a,en$#( Te# are
-( &ookin, I Distribution De!artment(
3( Sales De!artment(
=( Ser%i$e De!artment(
>( A$$ounts De!artment(
SHREEPATIGONDA GAS AGENCY
INDI
-* !oo+in- , Deli4ery Depar(men(
&ookin, I Deli%er# de!artment is eaded b# te sales Fana,er Fr Suni '( under im(
&ookin,s In Car,e Fr(Neelas(
&illin, I Pro$essin, Fr( A4it(
Deli%er# Head Fr( Asok(
Customer Care E2e$uti%e Fr Sunil(
<* Sale' Depar(men(
Fr( Prabu &iradar eads Ser%i$e De!artment and under is ,uidan$e
Sale' Man-er Sr* Mr* S&nil
Sales Fan,er Fr( Anil
Customer Care Executive
Fr( 8ina#(
=* Ser4i.e Depar(men(
Fr( Abu Amed eads Ser%i$e De!artment and under is ,uidan$e
Complain(' Hea% Mr* A8& A)me%
Fe$ani$ Ri#a1 Amed
Customer care executive Fr( 8ina#(
>* ACCOUNTS DEPARTMENT
Fr( Prabu &iradar eads A$$ounts De!artment and under is ,uidan$e
SHREEPATIGONDA GAS AGENCY
INDI
A..o&n(' Mana-er Mr* Anil T)am')e((i
A$$ountants Fr( &asu Ka%adi
Jr.Accountant Fr( Samart Mosi
VARIOUS FACILITIES AVAILA!LE AT SHREEPATI#OUDA #AS
A#ENCY
Good infrastru$ture Jualified and trained man!ower" ,ood $ustomer ser%i$e wit safet#
awareness and inno%ati%e ideas were ke# elements in makin, sree!ati,ouda ,as a,en$#
su$$essful dealersi!s
FACILITIES AVAILA!LE
SL* No Fa.ili(ie' , Sy'(em A4aila8ili(y
0- Good infrastru$ture YES
03 Trained Fan !ower YES
0= Com!uteri1ed &ookin, YES
0> Com!uteri1ed &illin, YES
0/ Deli%er# trou, %ei$les YES
0; Safet# Awareness A$ti%ities YES
0C Heedba$k Anal#sis YES
0D Customer Com!laint Handlin, YES
0. Customer $are Fana,ement YES
-0 Hot Plate Ser%i$e fa$ilit# YES
COMPETITORS
T)e main .ompe(i(or' for Sree!ati,ouda ,as a,en$# are
-( H P GAS( Sinda,i
3( Indian Gas( &i4a!ur
SHREEPATIGONDA GAS AGENCY
INDI
S7OT ANALYSIS
STREN#THS
-+ &arat ,as $om!an# a$ie%ements Fetal $uttin, ,as(
3+ Te most e$onomi$al ,as in tis se,ment(
=+ Te $om!an# is well establised(
>+ Te de$isions taken b# tem are Jui$k and effe$ti%e wen $on$erned to $an,es in
market(
/+ Presen$e of effe$ti%e $ommuni$ation between $om!an# and dealers is one of te
im!ortant stren,t(
;+ Te $om!an# is te$ni$all# well effi$ient wit %arious modern te$nolo,ies" wi$ el!s
te $om!an# to fa$e an# $allen,e eiter from internal or e2ternal fa$tors(
C+ Te $om!an# as i, ,oodwill in te market for teir Jualit# !rodu$ts(
SHREEPATI#OUDA #AS A#ENCY STREN#HTS
-+ Good Sowroom E Godwan
3+ Good su!!ort from te $om!an#(
=+ Good Im!ression from te $ustomers (
>+ Good infrastru$ture
/+ E2$ellent Fana,ementE Fan Power I Ser%i$e
;+ Hu,e area $o%erin, all %illa,es I town of entire taluka(
7EA1NESS
-+ Sort su!!l# from te $om!an# due to subsid# $on$ern(
3+ In$reasin, $ustomer and reJuirement %ersus su!!l#(
OPPORTUNITIES
SHREEPATIGONDA GAS AGENCY
INDI
? Can $a!ture rural areas wen te# are ,oin, to laun$ teir new sub a,en$#(
? Te dealers $an ,o for di%ersifi$ation(
? Te dealers $an $ondu$t e2$an,e !romotional a$ti%ities to in$rease its sales(
? Potential marker in low*in$ome ,rou! and rural areas(
THREATS
? E%er $an,in, market trends(
? Com!etition from oter models(
? Globali1ation and !ri%ati1ation
? An# sudden $an,e in Go%ernment !oli$# ma# affe$t te sales(
? New in$enti%e from $om!etitors like !ri$e and Jualit#(
? Can,e in market tat is from sellerQs market to bu#ers market(
OR#ANISATION CHART
Owner
SHREEPATIGONDA GAS AGENCY
INDI
SAMPLIN#
Sam!le !lan to know te $ustomer satisfa$tion inde2 of after sales ser%i$e in tis !ro4e$t is
trou, !ersonal inter%iew(
Administoter
Fana,er
A$$ounts
De!artment
&ookin, I Deli%er#
De!artment
Sales De!artment Ser%i$in,
De!artment
Head Fe$ani$s
Fe$ani$s
Sales E2e$uti%es Deli%er# man
SHREEPATIGONDA GAS AGENCY
INDI
SAMPLE UNIT
I a%e taken te $ustomers of sree!ati,ouda ,as a,en$# wo are usin, ,as(
SAMPLIN# METHOD
I a%e used Non* !robabilit# sam!lin, i(e( Random Sam!lin,(
Sam!le si1e for tis !ro4e$t is -00 $ustomers wo are ,as owners(
RESEARCH DESI#N
• In tis resear$ desi,n of tis !ro4e$t te stud# was $ondu$ted b# te sur%e# metod(
• Takin, sam!le of -00 $ustomers ownin, ,as b# $ommen$in, sam!lin, usin, te resear$
instrument as te Juestionnaire(
• Personal inter%iew is $onsidered as te sam!le !lan(
• Hor tis !ro4e$t area of resear$ is Indi town(
DATA COLLECTION METHOD
I a%e $olle$ted te data from te followin, sour$es7
A* PRIMARY DATA7
SHREEPATIGONDA GAS AGENCY
INDI
? Te data $olle$ted from te $om!an# !ersons(
? Guestionnaires
!* SECONDRY DATA
? Inter%iewin, wit te owners of ,as
? Internet
? Fa,a1ines" Catalo,ues" et$(
MEASURIN# TOOLS
Hor !re!arin, tis !ro4e$t I a%e $onsidered Juestionnaire as measurin, tool for $olle$tin, te
data(
SHREEPATIGONDA GAS AGENCY
INDI
SHREEPATIGONDA GAS AGENCY
INDI
RESULTS AND DISCUSSION 7ITH #RAPHS AND CHARTS7
>* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9
Ta8le5>
Fre?&en.y Per.en(
Vali% Ele.(ri.al .oil >3 >3(0
7oo% =/ =/(0
1ero'ene 3= 3=(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5>
T)e informa(ion pre'en(e% in (a8le=*> re4eal' ()a(
? >3< of te res!ondents were usin, te ele$tri$al $oil for $ookin, before !ur$asin,
te ,as( =/< of te res!ondents were usin, te wood for $ookin, and remainin, 3=<
of tem were usin, te kerosene for te $ookin, before te# !ur$asin, te ,as
SHREEPATIGONDA GAS AGENCY
INDI
<0 7)i.) Company #a' %o yo& &'e9
Ta8le5=*<
Fre?&en.y Per.en(
Vali% ! P C .- .-(0
H P C / /(0
I O C > >(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*<
T)e informa(ion pre'en(e% in (a8le=*< re4eal' ()a(
? .-< of te res!ondents are usin, te & P C ,as( /< of te res!ondents are usin, te
H P C ,as and remainin, >< for te I O C ,as
SHREEPATIGONDA GAS AGENCY
INDI
=* Ho3 many Cylin%er' %o yo& )a4e9
Ta8le5=*=
Fre?&en.y Per.en(
Vali% ONE ;. ;.(0
T7O =- =-(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*=
T)e informa(ion pre'en(e% in (a8le5 =*= re4eal' ()a(
? ;.< of te res!ondents are usin, sin,le $#linder and ?ile =-< of tem are usin,
double $#linders
SHREEPATIGONDA GAS AGENCY
INDI
@* Ho3 of(en yo& Refill yo&r Cylin%er9
Ta8le5=*@
Fre?&en.y Per.en(
Vali% <A5=A %ay' 3; 3;(0
=A5BA %ay' -> ->(0
BA5CA %ay' /0 /0(0
A8o4e CA %ay' -0 -0(0
To(al -00 -00(0
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*@
T)e informa(ion pre'en(e% in (a8le=*@ re4eal' ()a(
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem
sa# tat te# refill te $#linder abo%e ;0 da#s(
SHREEPATIGONDA GAS AGENCY
INDI
B* Ho3 %o yo& !oo+ a Cylin%er9
Ta8le5=*B
Fre?&en.y Per.en(
8alid Per'onally =/ =/
P)one ;/ ;/(0
Le((er A A
Sm' A A
I4r' A A
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*B
T)e informa(ion pre'en(e% in (a8le=*B re4eal' ()a(
? =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< are bookin, teir $#linder b# !one
SHREEPATIGONDA GAS AGENCY
INDI
;( Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9
Ta8le5=*C
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*C
T)e informa(ion pre'en(e% in (a8le=*C re4eal' ()a(
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$ /-<
of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s" 3.< of tem sa#s tat
Fre?&en.y Per.en(
8alid Same %ay -0 -0(0
> 5 < %ay' /- /-(0
< D = %ay' 3. 3.(0
@ D C %ay' >A >A*A
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
dealer deli%er te $#linder on 3 B = da#s and ?ile -0< of tem sa#s tat dealer
deli%er te $#linder on > B ; da#s(
E* 7)ere %oe' a
%eli4ery man
%eli4er ()e Cylin%er9
Ta8le =*E
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*E
Fre?&en.y Per.en(
Vali% O&( %oor = =(0
1i(.)en C0 =/(0
S(ore room 30 30(0
Some 3)ere o&( C C(0
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*E re4eal' ()a(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder
to store room" ?ile remainin, C< of tem are in fa%or tat te deli%er# men deli%er
te $#linder to some were out(
F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9
Ta8le5=*F
Fre?&en.y Per.en(
8alid Ye' C> C>(0
No 3; 3;(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*F
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*F re4eal' ()a(
? C>< of te res!ondents are sa#s tat te deli%er# men $onfirms te wei,t of
$#linder and Nearl# =;< of tem are sa#s tat te deli%er# men does not $onfirms te
wei,t of $#linder
G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y
Ta8le5=*G
Fre?&en.y Per.en(
8alid Ye' .0 .0(0
No -0 -0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*G
SHREEPATIGONDA GAS AGENCY
INDI
T)e informa(ion pre'en(e% in (a8le=*G re4eal' ()a(
? .0< of te res!ondents are sa#s tat te $#linder is adeJuate in Juantit# and
Remainin, -0< of te res!ondents are sa#s tat te $#linder is not adeJuate in
Juantit#
>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9
Ta8le5=*>A
Fre?&en.y Per.en(
8alid Free ./ ./(0
B 5 >A r' / /(0
>A 5 <A r' 0 0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
SHREEPATIGONDA GAS AGENCY
INDI
Dia-ram5=*>A
T)e informa(ion pre'en(e% in (a8le=*>A re4eal' ()a(
? ./< of res!ondents are sa#s tat te deli%er# men does not $ar,e e2tra amount oter
ten billed amount and Nearl# /< of te res!ondents are sa#s tat te deli%er# men
$ar,e / B -0 Rs e2tra amount oter ten billed amount(
>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e
Ta8le5=*>>
Fre?&en.y Per.en(
8alid =A min ;> ;>(0
> )o&r ; ;(0
> %ay =0 =0(0
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
SHREEPATIGONDA GAS AGENCY
INDI
Dia-ram5=*>>
T)e informa(ion pre'en(e% in (a8le=*>> re4eal' ()a(
? ;>< of te res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel#
in $ase of leaka,e in =0 min(";< of te res!ondents are sa#s tat te me$ani$ or ,as
dealer res!ond immediatel# in $ase of leaka,e in - our and Nearl# =0< of te
res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel# in $ase of
leaka,e in - da#
><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani.
Ta8le5=*><
Fre?&en.y Per.en(
8alid Very -oo% ;0 ;0(0
#oo% -> -0(0
A4era-e 30 30(0
Poor ; ;(0
Very 8a% 0 0(0
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*><
T)e informa(ion pre'en(e% in (a8le=*>< re4eal' ()a(
? ;0< of te res!ondents are in fa%our of %er# ,ood bea%ior from te $ounter
staffEdeli%er# men and me$ani$ of sree!ati,ouda ,as a,en$#" ->< of tem are in
fa%our of ,ood bea%ior and from te anal#sis 30< of tem are in fa%our of a%era,e(
and ?ile ;< of tem are in fa%our of !oor bea%ior of te $ounter staffEdeli%er#
men and me$ani$ staff
>=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion9
Ta8le5=*>=
Fre?&en.y Per.en(
8alid > year ;; ;;(0
< year 30 30(0
= year @ @*A
@ year >A >A*A
To(al >AA >AA*A
SHREEPATIGONDA GAS AGENCY
INDI
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>=
T)e informa(ion pre'en(e% in (a8le=*>= re4eal' ()a(
? ;;< of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in ins!e$tion
on$e in a #ear$30< of te res!ondents are in fa%our tat te a,en$# $ondu$t
mandator# in ins!e$tion on$e in a two #ear$ >< of te res!ondents are in fa%our tat
te a,en$# $ondu$t mandator# in ins!e$tion on$e in a tree #ear and ?ile remainin,
-0< of of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in
ins!e$tion on$e in a four(
>@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9
Ta8le5=*>@
Fre?&en.y Per.en(
8alid Very #oo% D0 D0(0
#oo% -0 -0(0
A4era-e -0 -0(0
Poor 0 0(0
Very !a% 0 0(0
SHREEPATIGONDA GAS AGENCY
INDI
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>@
T)e informa(ion pre'en(e% in (a8le=*>@ re4eal' ()a(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#
>B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9
Ta8le5=*>B
Fre?&en.y Per.en(
8alid Ye' ; ;(0
No .> .>(0
DonI( +no3 0 0(0
SHREEPATIGONDA GAS AGENCY
INDI
To(al >AA >AA*A
Te same information is !resented in te form of dia,rammati$all# as follows7
Dia-ram5=*>B
T)e informa(ion pre'en(e% in (a8le=*>B re4eal' ()a(
;< of te res!ondents are in fa%our of tat te# will mi,rate if new ,as a,en$# is
allotted in te town( and ?ile .;< of tem are in fa%our of tat te# donQt want
mi,rate if new ,as a,en$# is allotted in te town(
FINDIN#S
? >3< of te res!ondents were usin, te ele$tri$al $oil for $ookin, before !ur$asin,
te ,as( =/< of te res!ondents were usin, te wood for $ookin, and remainin, 3=<
of tem were usin, te kerosene for te $ookin, before te# !ur$asin, te ,as
? .-< of te res!ondents are usin, te & P C ,as( /< of te res!ondents are usin, te
H P C ,as and remainin, >< for te I O C ,as
SHREEPATIGONDA GAS AGENCY
INDI
? ;.< of te res!ondents are usin, sin,le $#linder and ?ile =-< of tem are usin,
double $#linders
? 3;< of te res!ondents sa# tat te# refill te $#linder in 30*=0 da#s(
->< of te res!ondents sa# tat te# refill te $#linder in =0*/0 da#s(/0< of te
res!ondents sa# tat te# refill te $#linder in /0*;0 da#s and ?ile -0< of tem
sa# tat te# refill te $#linder abo%e ;0 da#s(
? =/< of te res!ondents are bookin, teir $#linders b# meetin, !ersonall# and
?ile remainin, ;/< are bookin, teir $#linder b# !one
? -0< of te res!ondents are sa#s tat te dealer deli%er te $#linder on same da#$ /-<
of tem sa#s tat dealer deli%ers te $#linder on - B 3 da#s" 3.< of tem sa#s tat
dealer deli%er te $#linder on 3 B = da#s and ?ile -0< of tem sa#s tat dealer
deli%er te $#linder on > B ; da#s(
? =< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to out
door" C0< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder to
kit$en( 30< of te res!ondents are in fa%or tat te deli%er# men deli%er te $#linder
to store room" ?ile remainin, C< of tem are in fa%or tat te deli%er# men deli%er
te $#linder to some were out(
? C>< of te res!ondents are sa#s tat te deli%er# men $onfirms te wei,t of
$#linder and Nearl# =;< of tem are sa#s tat te deli%er# men does not $onfirms te
wei,t of $#linder
? .0< of te res!ondents are sa#s tat te $#linder is adeJuate in Juantit# and
Remainin, -0< of te res!ondents are sa#s tat te $#linder is not adeJuate in
Juantit#
SHREEPATIGONDA GAS AGENCY
INDI
? ;>< of te res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel#
in $ase of leaka,e in =0 min(";< of te res!ondents are sa#s tat te me$ani$ or ,as
dealer res!ond immediatel# in $ase of leaka,e in - our and Nearl# =0< of te
res!ondents are sa#s tat te me$ani$ or ,as dealer res!ond immediatel# in $ase of
leaka,e in - da#
? ;0< of te res!ondents are in fa%our of %er# ,ood bea%ior from te $ounter
staffEdeli%er# men and me$ani$ of sree!ati,ouda ,as a,en$#" ->< of tem are in
fa%our of ,ood bea%ior and from te anal#sis 30< of tem are in fa%our of a%era,e(
and ?ile ;< of tem are in fa%our of !oor bea%ior of te $ounter staffEdeli%er#
men and me$ani$ staff
? ;;< of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in ins!e$tion
on$e in a #ear$30< of te res!ondents are in fa%our tat te a,en$# $ondu$t
mandator# in ins!e$tion on$e in a two #ear$ >< of te res!ondents are in fa%our tat
te a,en$# $ondu$t mandator# in ins!e$tion on$e in a tree #ear and ?ile remainin,
-0< of of te res!ondents are in fa%our tat te a,en$# $ondu$t mandator# in
ins!e$tion on$e in a four(
? D0< of te res!ondents are in fa%our of %er# ,ood o%er all !erforman$e of
sree!ati,ouda ,as a,en$# " -0< of tem are in fa%our of ,ood !erforman$e and from
te anal#sis -0< of tem are in fa%our of neiter ,oodEbad o%er all !erforman$e of
sree!ati,ouda ,as a,en$#
? ;< of te res!ondents are in fa%our of tat te# will mi,rate if new ,as a,en$# is
allotted in te town( and ?ile .;< of tem are in fa%our of tat te# donQt want
mi,rate if new ,as a,en$# is allotted in te town
SHREEPATIGONDA GAS AGENCY
INDI
CONCLUSION
'ess tan anti$i!ated ,rowt in te fa$e of intensif#in, $om!etition and risin, $osts $an
ardl# be e2!e$ted to ,et te $om!an# foamin,(
Sree!ati,ouda ,as a,en$# is e2$lusi%e sowroom and it is a well known ser%i$e
!ro%ider for &arat ,as and te# are well establised in !ro%idin, satisfa$tor# after sales
ser%i$es to its $ustomers(
&# seein, te obser%ations most of te $ustomers are a%in, !ositi%e !er$e!tion
towards Sree!ati,ouda ,as a,en$# and are satisfied wit its ser%i$es su$ as A%ailabilit# of
Timel# and safe deli%er#" Staff su!!ort" Trained Fe$ani$s et$(
!ENEFITS OF THE PRO"ECT
• Te stud# will el! te $om!an# to know te satisfa$tion le%el of $ustomer
towards ser%i$es !ro%ided b# tem(
• Te stud# will el! te $om!an# to identif# te fa$tors of dis*satisfied $ustomers(
• Te stud# will el! te $om!an# to know weter teir ser%i$es are meetin, teir
$ustomer satisfa$tion inde2 or not(
• Te stud# will el! te $om!an# to fo$us on teir weaker areas of ser%i$es(
SHREEPATIGONDA GAS AGENCY
INDI
• Te stud# will el! te $om!an# to im!ro%e teir $ustomer $are a$ti%ities to
deli,t and attra$t $ustomers(
STATEMENT OF THE PRO!LEM
Te !resent da# market is flooded wit a %ariet# of ,as Fanufa$turers as man# as if not
more tan $om!anies like barat ,as" Hindustan ,as" Indian ,as and relian$e ,as et$" are
marketin, teir !rodu$ts(
Time as be$ome talk of te town terefore te $ustomers ,i%e utmost !riorit# to
tose ,as Industries wi$ !rodu$es %arieties of ,as wit Pri$e" Ser%i$es et$" wi$ a%e
been e2ertin, influen$e on te !la#in, de$ision of te $onsumer(
Te sree!at,ouda ,as a,en$# is te one of te best Dealer for &arat ,as
e2$lusi%el# en,a,ed in sales and ser%i$es of ,as it is te onl# $om!an# renderin, better
!erforman$e from a lon, !eriod of time wit te !resen$e of all tese fa$tors sree!at,ouda
,as a,en$# is makin, sales as ot$ake(
Te stud# on and is dire$ted to understand 5A stud# on $ustomer satisfa$tion towards
after sales ser%i$es of sree!at,ouda ,as a,en$# to im!ro%e te Jualit# of ser%i$e(5
SHREEPATIGONDA GAS AGENCY
INDI
J&e'(ionnaire
Dear Sir;Ma%am$
Plea'e pro4i%e ()e 8elo3 men(ione% informa(ion 7
SHREEPATIGONDA GAS AGENCY
INDI
Name7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT
Address7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT
O$$u!ation7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTT
Annual In$ome TTTTTTTTTTTTTTTTTTTTTT Gender7 Fale U V Hemale U V
>* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9
>* ele$tri$al $oil <* ?ood =( kerosene
<* 7)i.) Company #a' %o yo& o3n9
-( &PC 3( HPC =( IOC
=* Ho3 many Cylin%er' %o yo& )a4e9
-( One 3(two
@* Ho3 of(en yo& Refill yo&r Cylin%er9
-( 30*=0 da#s 3(=0*/0 da#s =( /0*;0 da#s
>(Abo%e ;0da#s
B* Ho3 %o yo& !oo+ a Cylin%er9
-( Personall# 3(Pone =('etter
>( SFS /(I8RS
C* Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9
-( Same da# 3( -*3 da#s =( 3*= da#s
>( >*;da#s
E* 7)ere %oe' %eli4ery men %eli4er' ()e Cylin%er9
-( Out Door 3(Kit$en =(Store Room
>( Some were Out
SHREEPATIGONDA GAS AGENCY
INDI
F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9
-( Yes 3( No
G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y9
-( #es 3(No
>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9
-( Hree 3 (/*-0 Rs =(-0*30 Rs
>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e 9
-(=0 Fin 3( - our =(- da#
><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani.9
-( 8er# Good 3(Good =(A%era,re
=(Poor >(8er# &ad
>=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion 9
-( #ear 3( 3 #ear =( = Year >( >#ear
>@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9
-( 8er# Good 3(Good =(A%era,re =(Poor
>(8er# &ad
>B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9
-( Yes 3( No =( DonQt Know
*** Thank You ***
!I!LIO#RAPHY
REFERENCE !OO1S5
-( FARKETING RESEARCH Tull and Hawkins(
SHREEPATIGONDA GAS AGENCY
INDI
=( FARKETING 'amb" Hair" F$Daniel(
7E!SITE5
-( www(ebarat,as($om
3( www(,oo,le($om(
SHREEPATIGONDA GAS AGENCY
INDI
doc_652484772.doc