Description
ANANTA GRANITES ILKAL is a partnership firm which is well recognized in the granites sector in the national market. It was set up on 28th June 2007 and is located at Ilkal city in Bagalkot district, Karnataka it is mainly concerned with production of granite tiles of size 2*1 taking the raw material from surrounding quarries
CUSTOMER SATISFACTION AT ANANTA GRANITES
CONTENTS CONTENTS
1. Executive summary
2. Introduction to the study
3. Industry profile
4. Company Profile
5. Product Profile
6. istory of ananta !ranites
". #epartmental $tudy
Production unit
Polishin! unit
%ar&etin! departments
'r!ani(ation chart
). $cope and limitations of the study
*. '+,ectives
1-. %ethodolo!y
11.#ata analysis and Interpretation
12. .indin!s
13. $u!!estions and recommendations
14. Conclusion
15. /i+lio!rapy
16. 0nnexure
EXECUTIVE SUMMERY
CUSTOMER SATISFACTION AT ANANTA GRANITES
ANANTA GRANITES ILKAL is a partnership firm which is well
reconi!e" in the ranites sector in the national mar#et$ It was set %p on &'
th
(%ne &))*
an" is locate" at Il#al cit+ in ,aal#ot "istrict- Karnata#a it is mainl+ concerne" with
pro"%ction of ranite tiles of si!e &./ ta#in the raw material from s%rro%n"in 0%arries$
$ ANANTA GRANITES ha1e its total area of /) acres 2+ pro1i"in
emplo+ment to aro%n" &3 emplo+ees$ It is a partnership an" "oes not ha1e an+ other
2ranches$ It consist of line an" staff t+pe of orani!ation an" its reistere" office in Il#al
at S$NO$4*5A- 6lot no &- Ton"ihal ILKAL73'*/&3 in 8%n%n" tal%# of ,aal#ot "istrict$
NEED FOR THE STUDY:
The st%"+ is mainl+ con"%cte" to #now satisfaction le1el of c%stomers at
ANANTA GRANITES an" also to #now the reasons for "issatisfaction of the c%stomers
if an+$ The st%"+ is also con"%cte" to #now a2o%t the pro"%ct preferences of the
c%stomers$ Its also con"%cte" to #now a2o%t c%stomer rie1ances an" the actions to 2e
ta#en to increase the satisfaction le1el of the c%stomers$
The main o29ecti1e of the st%"+ in ANANTA GRANITES iS
• To #now the satisfactor+ le1el of c%stomers$
• To esta2lish 1ario%s strateies to enhance the satisfactor+ le1el of
c%stomer$
• To fin" o%t the reasons for the "issatisfaction of c%stomers:if an+;
• To #now the preference of c%stomer towar"s "ifferent pro"%cts of the
compan+$
• To #now at what prices c%stomers fa1or to p%rchase o%r tiles
<ata is an+ information = facts- concepts- an" sensation represente" in a
formal manner- s%ita2le for comm%nicatin- interpretin- or processin$ <ata
is the 2ase for e1er+ research wor#$ The "ata collecte" for the p%rpose of
anal+sis incl%"e 2oth primar+ an" secon"ar+ "ata$
CUSTOMER SATISFACTION AT ANANTA GRANITES
11 Primary #ata2 The primar+ "ata has 2een collecte" at first han" thro%h "irect
personnel inter1iews- %sin str%ct%re" 0%estionnaires$ The information is collecte" from
samplin from samplin that allows concentratin on c%stomers an" hence "e1otin more
ener+ to ens%re that the information collecte" is acc%rate one$ 6rimar+ "ata has 2een
collecte" "irectl+ from the respon"ents an" the proprietor of the firm$
21 $econdary #ata> I collecte" the information a2o%t the histor+ of the Granite
in"%stries with the help of Internet ser1ice$ An" I "on?t ha1e an+ secon"ar+ "ata
rear"in ANANTA GRANITES$
3esearch 4echni5ues26
Str%ct%re" @%estionnaire
6ersonal Inter1iews
Statistical Tools$ Ta2les 5 Chart
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
$amplin! 4echni5ue2
The research techni0%e %se" is Stratifie" Ran"om Metho"$
CUSTOMER SATISFACTION AT ANANTA GRANITES
After con"%ctin the s%r1e+ on C%stomer satisfaction at ANANTA GRANITES I ha1e
fo%n" that
? Most of the respon"ents 1isitin ANANTA GRANITES are ,%siness man an"
some are emplo+ees$
? most of the respon"ents are 1isitin fortnihtl+ an" some of them are 1isitin
wee#l+ an" monthl+ to ANANTA GRANITES
? Most of the respon"ents prefer price of Rs$A)7A3- nearl+ A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- an" a
nelii2le percent of the respon"ents prefer a2o1e 43 Rs$
? Most of the respon"ents p%rchase tiles from ANANTA GRANITES for f%rther
sale- an" onl+ A*B of the respon"ents p%rchase for own %se$
? Most of the respon"ents p%rchase tiles of ANANTA GRANITES for 0%alit+-
A&B for affor"a2le price- an" /4B for eas+ transport an" some of them "%e to
nearness of the firm to their place$
? Most of the respon"ents prefer / le1el an" /'B of the respon"ents prefer )
le1el an" some others prefer & le1el an" / le1el channel$
? ANANTA GRANITES is not pro1i"in an+ eDchane facilities to its
c%stomers- which means that /))B of c%stomers sai" that the+ are not ettin
an+ eDchane facilit+ from the compan+$
? /))B of the c%stomers sai" that the+ recommen" others to p%rchase$
? Most sai" frien"s infl%ence" them to p%rchase- some others sai" famil+
mem2ers an" a"s infl%ence" them an" none were infl%ence" 2+ other "ealers$
? C%stomers were satisfie" with the "eli1er+ of tiles at riht time from
ANANTA GRANITES$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? Some of the c%stomers i1e or"ers thro%h mail- A hih percentae of the
c%stomers i1e or"ers thro%h telephone- an" the rest &CB of the c%stomers
i1e or"ers 2+ "irect contact-
? Ee came to #now that some of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- most of the respon"ents sai"
that it was oo" an" onl+ /4B of respon"ents sai" it is o#$
? C%stomer satisfaction was achie1e" in respect of the 0%alit+ tiles as ANANTA
GRANITES pro"%ces si!e prescri2e" 2+ the c%stomers an" at 2etter price$
? Some of the c%stomers prefer Cats e+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers
prefer R%2+ re"- 2eca%se it is a commercial material an" is %se" in selecte"
places in so%th- 2eca%se it is %se" onl+ in ho%ses$ Most of the c%stomers prefer
Ra9eshree- 2eca%se it is also a commercial pro"%ct
? ANANTA GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai"
that ANANTA GRANITES pro1i"es cre"it facilit+ an" /CB of the
respon"ents sai" that it "oes not pro1i"e cre"it facilit+$
? All c%stomers sai" that the+ won?t face an+ pro2lems while p%rchasin the
tiles$
SUGGESSIONS AND RECOMMENDATIONS
• Most of the c%stomers are 2%siness man who p%rchases tiles for f%rther tra"inF
thro%h proper promotion of tiles it can attract more c%stomers$
• It sho%l" impro1e c%stomer relationships a 2it more$
• @%alit+ is the main strenth of ANANTA GRANITES so it sho%l" maintain it an"
tr+ to impro1e it$
• The firm nee"s to a"1ertise its pro"%cts in a proper me"ia of a"1ertisin to attract
more an" more c%stomers an" to retain its present c%stomers$
• The firm sho%l" opt latest technolo+ of pro"%ction to pro"%ce more tiles at lesser
time an" to increase its pro"%cti1it+$
CUSTOMER SATISFACTION AT ANANTA GRANITES
• The firm nee"s to attract newer sements of c%stomers so as to increase "eman"
for its pro"%cts$
CONCLUSION
• ANANTA GRANITES shares a oo" c%stomer relationship$
• As there are a lot of ranite in"%stries in Il#al ANANTA GRANITES face
immense competition$
• 8ea1+ competition has ma"e c%stomers to et conf%se" a2o%t the pro"%ct an"
e1en a2o%t the price$
INTRODUCTION TO THE STUDY
C%stomer is a person who "eman"s for the pro"%cts or ser1ices offere" 2+ the
mar#eter or s%pplier$ Ehereas the term cons%mer refers to the en" %ser of the pro"%ct or
ser1ice$ The+ ma+ or ma+ not 2e the c%stomer$
Customer Satisfatio!
• Satisfaction is a person?s feelin of pleas%re or "isappointment res%ltin
from comparin a pro"%ct?s percei1e" performance
r o%tcome; with the
performance he eDpects of it$
• Complete c%stomer satisfaction is achie1e" 2+ %n"erstan"in c%stomer
re0%irement an" "eli1erin s%perior 0%alit+ of oo"s an" ser1ices
<efinin c%stomer 1al%e an" satisfaction$ O1er A' +ears ao- 6eter <h%#er o2ser1e"
that a compan+?s first tas# is GTo create c%stomersH 8owe1er- c%stomers face a 1ast arra+
of pro"%cts an" 2ran" choices- price an" s%ppliers$ 8ow "o the+ ma#e their choicesI
Ee 2elie1e that o%r c%stomers estimate which offer will "eli1er the most 1al%e$
C%stomer 1al%e maDimi!es within the 2o%n"s rich costs an" limite" #nowle"e- whether
or not the offer li1es %p to 1al%e eDpectation affects 2oth satisfaction an" rep%rchase
pro2a2ilit+$
Customer "erei#e$ #a%ue
CUSTOMER SATISFACTION AT ANANTA GRANITES
O%r premise is that c%stomer will 2%+ from the firm that the+ see as
offerin the hihest percei1e" 1al%e :cp1; is the "ifference 2etween the prospecti1e
c%stomer?s e1al%ation of all the 2enefits an" all the costs of an offerin J the percei1e"
alternati1es$ Total c%stomer 1al%e is the percei1e" monetar+ 1al%e of the 2%n"le of
economic f%nctional an" ps+choloical 2enefits c%stomers eDpect from a i1en mar#et
offerin$
Total c%stomer cost is the 2%n"le of costs c%stomers eDpect to inc%r in
e1al%atin- o2tainin- %sin an" "isposin of the i1en mar#et offerin$
Tota% ustomer satisfatio!:
Ehether the 2%+er is satisfie" after the p%rchase "epen"s on the offer?s
performance in relation to the 2%+er?s eDpectation$ In eneral satisfaction is a persons
feelin of pleas%re or "isappointment res%ltin from compilin a pro"%cts percei1e"
6erformancer o%tcome; in relation to his or her eDpectations$ If the performance falls
short of eDpectations- performance matches the eDpectation- the c%stomer is satisfie"$ If
the performance eDcee"s eDpectations the c%stomer is hihl+ satisfie" or "elihte"$
The lin# 2etween c%stomer satisfaction an" c%stomer lo+alt+ is not
proportional$ S%ppose c%stomer satisfaction is rate" on a scale from one to fi1e at a 1er+
low le1el of c%stomer satisfaction :that is at le1el one;- c%stomers are li#el+ to a2an"on
the compan+ an" e1en 2a" mo%th it$ At le1els two to fo%r- c%stomer are fairl+ satisfie"
2%t still fin" it eas+ to switch when a 2etter offer comes alon$ At le1el fi1e- the c%stomer
is 1er+ li#el+ to rep%rchase an" e1en sprea" oo" wor" or "eliht creators an emotional
2on" with the 2ran" or compan+ not 9%st a rational preference$
Meas%rin satisfaction altho%h the c%stomer centere" firm see#s to create
hih c%stomer satisfaction that is not its main oal$ If the compan+ increases c%stomer
satisfaction 2+ lowerin its ser1ice the res%lt ma+ 2ee lower profits$
The compan+ ma+ 2e a2le to increase its profita2ilit+ 2+ means of other than
increase" satisfaction :for eDample- 2+ impro1in man%fact%rin processes or in1estin
more in research an" "e1elopment;$ Also the compan+ has man+ sta#e hol"ers incl%"in
emplo+ers- "ealers- s%ppliers an" stoc# hol"er spen"in more to increase C%stomer
Satisfaction miht "i1ert f%n"s from increasin the satisfaction of their GpartnersH$
Ultimatel+- the compan+ m%st operate on the philosoph+ that it is tr+in to "eli1er a hih
le1el of c%stomer satisfaction s%29ect to "eli1erin acceptin le1els of satisfaction to the
other sta#ehol"ers- i1en its total reso%rces$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Attrati!& ustomers
To"a+ c%stomers are 2ecomin har"er to please$ The+ are smarter- more
price conscio%s- more "eman"in- less fori1in an" the+ are approache" 2+ man+ more
competitors with e0%al or 2etter offers$ The challene- accor"in to (effer+ itomer is not
to pro"%ce statistical c%stomers- se1eral competitors can "o this$ The challene is to
pro"%ce "elihte" an" lo+al c%stomers$
Companies see#in to eDpan" their profits an" sales ha1e to spen"
consi"era2le time an" reso%rces searchin for new c%stomer$ To enerate lea"s the
compan+ "e1elops a"s an" places them in me"ia that will reach new prospects- it sen"s
"irect mail an" ma#es phone calls to possi2le new prospects - its sales people participate
in shows an" eDhi2itions where the+ miht fin" new lea"s an" so on$ All this acti1it+
pro"%ces a list of s%spects$
To moti1ate its emplo+ees to ser1e the c%stomers well it "ispla+s the
followin poster prominentl+ aro%n" its office$
'HO IS A CUSTOMER(
A c%stomer is the most important person e1er in this officeKK$$ In personal 2+
mail$
A c%stomer is not "epen"ent on %s KK$$ Ee are "epen"ent on him$
A c%stomer is not an interr%ption at o%r wor#KK$$ he is the p%rpose of it$
Ee are not "oin a fa1or 2+ ser1in himKK$ 8e is "oin a fa1or 2+ i1in %s the
opport%nit+ to "o so$
A c%stomer is not someone to ar%e- or match wins with$
No2o"+ e1er won an ar%ment with the c%stomer$
A c%stomer is a person who 2rins %s his wants$ Its o%r 9o2 to han"le them profita2l+
an" to o%rsel1es$
Formi!& stro!& ustomer )o!$s: t*e )asis
CUSTOMER SATISFACTION AT ANANTA GRANITES
Companies that want to form stron c%stomer 2on"s nee" to atten" to the
followin 2asics$
Get cross7 "epartmental participation in plannin an" manain the c%stomer
satisfaction an" retention process$
Interate the 1oice of the c%stomers in all 2%siness "ecisions$
Create s%perior pro"%cts- ser1ices- an" eDperiences for the taret mar#et$
Orani!e an" ma#e accessi2le a "ata2ase of information on in"i1i"%al c%stomer
nee"s- preferences- contacts- p%rchase fre0%enc+ an" satisfaction$
Ma#e it eas+ for c%stomer to reach appropriate compan+ personnel an" eDpress
their nee"s perceptions an" complaints$
Too%s for tra+i!& a!$ measuri!& ustomer
satisfatio!
? Com"%ai!t a!$ su&&estio! s,stems:
A c%stomer7 centere" orani!ation ma#es it eas+ for c%stomer to reister
s%estion an" complaints$ Some c%stomer centere" companies li#e 6JG- eneral
electric an" whirlpool esta2lish hotlines with toll few n%m2ers$ Companies are also
%sin we2 J E7mail for 0%ic# two wa+ comm%nication$
? Customer satisfatio! sur#e,s:
St%"ies show that altho%h c%stomers are "issatisfie" with one o%t of e1er+ fo%r
p%rchases- less than 3B will complain- most c%stomers will 2%+ test or switch s%ppliers$
Responsi1e compan+?s meas%re c%stomer satisfaction "irectl+ 2+ con"%ctin perio"ic
s%r1e+s while collectin c%stomer satisfaction "ata- it is also %sef%l to as# a""itional
0%estions to meas%re rep%rchase intention to meas%re the li#elihoo" or willinness to
recommen" the compan+ an" the 2ran" to others$
? Lost ustomer a!a%,sis:
Companies sho%l" contact c%stomers who ha1e switche" to another s%pplier to
learn wh+ this happene"$ Not onl+ this- it is also important to con"%ct eDit
CUSTOMER SATISFACTION AT ANANTA GRANITES
inter1iews when c%stomers first stop 2%+in- it is also necessar+ to monitor the
c%stomer lost rate$
DETERMINANTS OF CUSTOMER DELIVERED VALUE
CUSTOMER SATISFACTION AT ANANTA GRANITES
I7#8$439 P3'.I:E
Granite is one of the commo"ities- which is ha1in its own name in the international
mar#et$ There are n%m2er of ranite companies thro%ho%t In"ia which are sit%ate" in the
states of Ra9asthan- Karnata#a- G%9arat- etc$ these are one of the so%rces to the
o1ernment in the taDes as well as eDporters name in the mar#et$
C%stomer "eli1ere" 1al%e
C%stomer "eli1ere" 1al%e
Total c%stomer 1al%e
Total c%stomer 1al%e
Total c%stomer cost
Total c%stomer cost
6ro"%ct 1al%e
6ro"%ct 1al%e
Ser1ice 1al%e
Ser1ice 1al%e
6ersonnel 1al%e
6ersonnel 1al%e
Imae 1al%e
Imae 1al%e
Monetar+ cost
Monetar+ cost
Time cost
Time cost
Ener+ cost
Ener+ cost
6s+chic cost
6s+chic cost
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granites are nothin 2%t stones which are eDtracte" from raw 2loc#s- then the+
are c%t into re0%ire" si!es an" finall+ polishe" an" are ma"e as per the+ are or"ere" 2+
the c%stomers$ These are %se" for the p%rpose of "ecoratin ho%ses- "ecoratin the hotel-
"ecoratin the tom2- etc$
To"a+ in the international mar#et the nee" for ranite ha1e increase"$ The+ are
eDtracte" from earth$ As it is har" material so it re0%ires 2oth man power an" machine
power$
Granite- ineo%s roc# of 1isi2le cr+stalline formation an" teDt%re$ It is
compose" of fel"spar :%s%all+ potash fel"spar an" olioclase; an" 0%art!- with a small
amo%nt of mica :2iotite or m%sco1ite; an" minor accessor+ minerals- s%ch as !ircon-
apatite- manetite- ilmenite- an" sphene$ Granite is %s%all+ whitish or ra+ with a
spec#le" appearance ca%se" 2+ the "ar#er cr+stals$ 6otash fel"spar imparts a re" or flesh
color to the roc#$ Granite cr+stalli!es from mama that cools slowl+- "eep 2elow the
earthLs s%rface$ EDceptionall+ slow rates of coolin i1e rise to a 1er+ coarse7raine"
1ariet+ calle" pematite$ Granite- alon with other cr+stalline roc#s- constit%tes the
fo%n"ation of the continental masses- an" it is the most common intr%si1e roc# eDpose"
at the earthLs s%rface$
The specific ra1it+ of ranite ranes from &$4A to &$*3$ Its cr%shin strenth is from
/)3) to /C-))) # per s0 cm :/3-))) to &)-))) l2 per s0 in;$ Granite has reater strenth
than san"stone- limestone- an" mar2le an" is correspon"inl+ more "iffic%lt to 0%arr+$ It
is an important 2%il"in stone- the 2est ra"es 2ein eDtremel+ resistant to weatherin$
I743'#8C4I'7 4' ;307I4E$
@%arr+in ranite for the Mormon Temple- Utah Territor+$ The ro%n" is strewn
with 2o%l"ers an" "etache" masses of ranite- which ha1e fallen from the walls of Little
Cottonwoo" Can+on$ The 0%arr+in consists of splittin %p the 2loc#s
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite
rono%nce"; is a common an" wi"el+ occ%rrin t+pe of intr%si1e- felsic-
ineo%s roc#$ Granite has a me"i%m to coarse teDt%re- occasionall+ with some in"i1i"%al
cr+stals larer than the ro%n"mass formin a roc# #nown as porph+r+$ Granites can 2e
pin# to "ar# ra+ or e1en 2lac#- "epen"in on their chemistr+ an" mineralo+$ O%tcrops
of ranite ten" to form tors- an" ro%n"e" massifs$ Granites sometimes occ%r in circ%lar
"epressions s%rro%n"e" 2+ a rane of hills- forme" 2+ the metamorphic a%reole or
hornfels$
Granite is nearl+ alwa+s massi1e :lac#in internal str%ct%res;- har" an" to%h- an"
therefore it has aine" wi"esprea" %se as a constr%ction stone$ The a1erae "ensit+ of
ranite is &$*3 5cm
A
an" its 1iscosit+ at stan"ar" temperat%re an" press%re is MC$3 N /)
/O
6aPs
Q/R
The wor" ranite comes from the Latin granum- a rain- in reference to the
coarse7raine" str%ct%re of s%ch a cr+stalline roc#$
Granite is classifie" accor"in to the @A6F "iaram for coarse raine" pl%tonic
roc#s :ranitoi"s; an" is name" accor"in to the percentae of 0%art!- al#ali fel"spar
rthoclase- sani"ine- or microcline; an" plaioclase fel"spar on the A7@76 half of the
"iaram$ Tr%e ranite accor"in to mo"ern petroloic con1ention contains 2oth
plaioclase an" al#ali fel"spars$
Ehen a ranitoi" is "e1oi" or nearl+ "e1oi" of plaioclase the roc# is referre" to
as al#ali ranite$ Ehen a ranitoi" contains S/)B orthoclase it is calle" tonaliteF
p+roDene an" amphi2ole are common in tonalite$ A ranite containin 2oth m%sco1ite
an" 2iotite micas is calle" a 2inar+ or two-mica ranite$ Two7mica ranites are t+picall+
hih in potassi%m an" low in plaioclase- an" are %s%all+ S7t+pe ranites or A7t+pe
ranites$ The 1olcanic e0%i1alent of pl%tonic ranite is rh+olite$ Granite has poor primar+
permea2ilit+ 2%t stron secon"ar+ permea2ilit+$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Chemical composition
A worl"wi"e a1erae of the a1erae proportion of the "ifferent chemical
components in ranites- in "escen"in or"er 2+ weiht percent- is>
Q&R
• SiO& T *&$)CB
• Al&OA T /C$C&B
• K&O T C$/&B
• Na&O T A$4OB
• CaO T /$'&B
• FeO T /$4'B
• Fe&OA T /$&&B
• MO T )$*/B
• TiO& T )$A)B
• 6&O3 T )$/&B
• MnO T )$)3B
,ase" on &C'3 anal+ses$
Ourre!e
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite is c%rrentl+ #nown onl+ on Earth where it forms a ma9or part of
continental cr%st$ Granite often occ%rs as relati1el+ small- less than /)) #mU stoc# masses
:stoc#s; an" in 2atholiths that are often associate" with oranic mo%ntain ranes$ Small
"i#es of ranitic composition calle" haplites are often associate" with the marins of
ranitic intr%sions$ In some locations 1er+ coarse7raine" pematite masses occ%r with
ranite.
Granite has 2een intr%"e" into the cr%st of the Earth "%rin all eoloic perio"s- altho%h
m%ch of it is of 6recam2rian ae$ Granitic roc# is wi"el+ "istri2%te" thro%ho%t the
continental cr%st of the Earth an" is the most a2%n"ant 2asement roc# that %n"erlies the
relati1el+ thin se"imentar+ 1eneer of the continents$
Ori&i!
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite is an ineo%s roc# an" is forme" from mama$ Granitic mama has man+
potential oriins 2%t it m%st intr%"e other roc#s$ Most ranite intr%sions are emplace" at
"epth within the cr%st- %s%all+ reater than /$3 #ilometers an" %p to 3) #m "epth within
thic# continental cr%st$ The oriin of ranite is contentio%s an" has le" to 1arie" schemes
of classification$ Classification schemes are reionalF there is a French scheme- a ,ritish
scheme an" an American scheme$ This conf%sion arises 2eca%se the classification
schemes "efine ranite 2+ "ifferent means$ Generall+ the Lalpha2et7so%pL classification is
%se" 2eca%se it classifies 2ase" on enesis or oriin of the mama$
;eochemical ori!ins
Granitoi"s are a %2i0%ito%s component of the cr%st$ The+ ha1e cr+stalli!e" from mamas
that ha1e compositions at or near a e%tectic pointr a temperat%re minim%m on a
cotectic c%r1e;$ Mamas will e1ol1e to the e%tectic 2eca%se of ineo%s "ifferentiation- or
2eca%se the+ represent low "erees of partial meltin$ Fractional cr+stalli!ation ser1es to
re"%ce a melt in iron- manesi%m- titani%m- calci%m an" so"i%m- an" enrich the melt in
CUSTOMER SATISFACTION AT ANANTA GRANITES
potassi%m an" silicon 7 al#ali fel"spar :rich in potassi%m; an" 0%art! :SiO&;- are two of
the "efinin constit%ents of ranite$
This process operates rear"less of the oriin of the parental mama to the
ranite- an" rear"less of its chemistr+$ 8owe1er- the composition an" oriin of the
mama which "ifferentiates into ranite- lea1es certain eochemical an" mineral
e1i"ence as to what the raniteLs parental roc# was$ The final mineralo+- teDt%re an"
chemical composition of a ranite is often "istincti1e as to its oriin$ For instance- a
ranite which is forme" from melte" se"iments ma+ ha1e more al#ali fel"spar- whereas a
ranite "eri1e" from melte" 2asalt ma+ 2e richer in plaioclase fel"spar$ It is on this 2asis
that the mo"ern Valpha2etV classification schemes are 2ase"$
0scent and emplacement
The ascent an" emplacement of lare 1ol%mes of ranite within the %pper
continental cr%st is a so%rce of m%ch "e2ate amonst eoloists$ There is a lac# of fiel"
e1i"ence for an+ propose" mechanisms- so h+potheses are pre"ominantl+ 2ase" %pon
eDperimental "ata$ There are two ma9or h+potheses for the ascent of mama thro%h the
cr%st>
• Sto#es <iapir
• Fract%re 6ropaation
Of these two mechanisms- Sto#es "iapir was fa1ore" for man+ +ears in the a2sence of a
reasona2le alternati1e$ The 2asic i"ea is that mama will rise thro%h the cr%st as a sinle
mass thro%h 2%o+anc+$ As it rises it heats the wall roc#s- ca%sin them to 2eha1e as a
power7law fl%i" an" th%s flow aro%n" the pl%ton allowin it to pass rapi"l+ an" witho%t
ma9or heat loss :Eein2er- /OOC;$ This is entirel+ feasi2le in the warm- "%ctile lower
cr%st where roc#s are easil+ "eforme"- 2%t r%ns into pro2lems in the %pper cr%st which is
far col"er an" more 2rittle$ Roc#s there "o not "efor eDpen" far too m%ch ener+ in
heatin wall roc#s- th%s coolin an" soli"if+in 2efore reachin hiher le1els within the
cr%st$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Nowa"a+s fract%re propaation is the mechanism preferre" 2+ man+ eoloists as
it larel+ eliminates the ma9or pro2lems of mo1in a h%e mass of mama thro%h col"
2rittle cr%st$ Mama rises instea" in small channels alon self7propaatin "+#es which
form alon new or pre7eDistin fa%lt s+stems an" networ#s of acti1e shear !ones
:Clemens- /OO';
Q4R
$ As these narrow con"%its open- the first mama to enter soli"ifies an"
pro1i"es a form of ins%lation for later mama$
Granitic mama m%st ma#e room for itself or 2e intr%"e" into other roc#s in or"er to
form an intr%sion- an" se1eral mechanisms ha1e 2een propose" to eDplain how lare
2atholiths ha1e 2een emplace">
• Stoppin- where the ranite crac#s the wall roc#s an" p%shes %pwar"s as it
remo1es 2loc#s of the o1erl+in cr%st
• Assimilation- where the ranite melts its wa+ %p into the cr%st an" remo1es
o1erl+in material in this wa+
• Inflation- where the ranite 2o"+ inflates %n"er press%re an" is in9ecte" into
position
Most eoloists to"a+ accept that a com2ination of these phenomena can 2e %se" to
eDplain ranite intr%sions- an" that not all ranites can 2e eDplaine" entirel+ 2+ one or
another mechanism$
7atural 3adiation
Granite is a nat%ral so%rce of ra"iation- li#e most nat%ral stones$ 8owe1er- some
ranite has 2een reporte" to ha1e hiher ra"ioacti1it+ there2+ raisin some concerns
a2o%t their safet+$
Some ranites contain aro%n" /) to &) parts per million of %rani%m$ ,+ contrast-
more mafic roc#s s%ch as tonalite- a22ro or "iorite ha1e / to 3 ppm %rani%m- an"
limestones an" se"imentar+ roc#s %s%all+ ha1e e0%all+ low amo%nts$ Man+ lare ranite
pl%tons are the so%rces for palaeochannel7hoste" or roll front %rani%m ore "eposits- where
the %rani%m washes into the se"iments from the ranite %plan"s an" associate"- often
CUSTOMER SATISFACTION AT ANANTA GRANITES
hihl+ ra"ioacti1e- pematites$ Granite co%l" 2e consi"ere" a potential nat%ral
ra"ioloical ha!ar" as- for instance- 1illaes locate" o1er ranite ma+ 2e s%scepti2le to
hiher "oses of ra"iation than other comm%nities$ Cellars an" 2asements s%n# into soils
o1er ranite can 2ecome a trap for ra"on as- which is hea1ier than air an" is forme" 2+
the "eca+ of %rani%m$ Ra"on can also 2e intro"%ce" into ho%ses 2+ wells "rille" into
ranite$ Ra"on as poses sinificant health concerns- an" is the W& ca%se of l%n cancer in
the US 2ehin" smo#in
8owe1er- in the ma9orit+ of cases- altho%h ranite is a sinificant so%rce of
nat%ral ra"iation as compare" to other roc# it is not tho%ht an ac%te health threat or
sinificant factor
Xario%s reso%rces from national eoloical s%r1e+ orani!ations are accessi2le
online to assist in assessin the ris# factors in ranite co%ntr+ an" "esin r%les relatin- in
partic%lar- to pre1entin acc%m%lation of ra"on as in enclose" 2asements an" "wellins$
VA st%"+ of Granite Co%ntertops 2+ National 8ealth an" Enineerin Inc of USA
Q/R- %n"erta#en in No1em2er- &))' howe1er- "i" not fin" a sinle ranite that poses an+
health ris#$ @%antities of ra"on an" ra"iation emitte" 2+ stones incl%"e" in the anal+sis
all fell well 2elow a1erae o%t"oor 2ac#ro%n" le1els that are commonl+ fo%n" in the
Unite" States$ Scientists con"%cte" more than C)) tests of //3 "ifferent 1arieties of
ranite co%ntertops- incl%"in stones cite" in me"ia reports as 2ein potentiall+
pro2lematic$ The stones teste" incl%"e t+pes of ranite that comprise approDimatel+ ')
percent of the ann%al U$S$ mar#et share for ranite co%ntertops- 2ase" on the most recent
mar#et "ata a1aila2le$V
The Re" 6+rami" of E+pt :c$&4th cent%r+ ,C;- name" for the liht crimson h%e
of its eDpose" ranite s%rfaces- is the thir" larest of E+ptian p+rami"s$ Men#a%reLs
6+rami"- li#el+ "atin to the same era- was constr%cte" of limestone an" ranite 2loc#s$
The Great 6+rami" of Gi!a :c$&3') ,C; contains a h%e ranite sarcopha%s fashione" of
VRe" Aswan Granite$V The mostl+ r%ine" ,lac# 6+rami" "atin from the rein of
Amenemhat III once ha" a polishe" ranite p+rami"ion or capstone- now on "ispla+ in
CUSTOMER SATISFACTION AT ANANTA GRANITES
the main hall of the E+ptian M%se%m in Cairo :see <ahsh%r;$ Other %ses in Ancient
E+pt incl%"e col%mns- "oor lintels- sills- 9am2s- an" wall an" floor 1eneer$
Q//R
8ow the
E+ptians wor#e" the soli" ranite is still a matter of "e2ate$
<r$ 6atric# 8%nt
Q/&R
has post%late" that the E+ptians %se" emer+ shown to ha1e
hiher har"ness on the Mohs scale$
Man+ lare 8in"% temples in so%thern In"ia- partic%larl+ those 2%ilt 2+ the //th
cent%r+ #in Ra9ara9a Chola I- were ma"e of ranite$ There is a lare amo%nt of ranite in
these str%ct%res$ The+ are compara2le to the Great 6+rami" of Gi!a$
Xario%s reso%rces from national eoloical s%r1e+ orani!ations are accessi2le
online to assist in assessin the ris# factors in ranite co%ntr+ an" "esin r%les relatin- in
partic%lar- to pre1entin acc%m%lation of ra"on as in enclose" 2asements an" "wellins$
VA st%"+ of Granite Co%ntertops 2+ National 8ealth an" Enineerin Inc of USA
Q/R- %n"erta#en in No1em2er- &))' howe1er- "i" not fin" a sinle ranite that poses an+
health ris#$ @%antities of ra"on an" ra"iation emitte" 2+ stones incl%"e" in the anal+sis
all fell well 2elow a1erae o%t"oor 2ac#ro%n" le1els that are commonl+ fo%n" in the
Unite" States$ Scientists con"%cte" more than C)) tests of //3 "ifferent 1arieties of
ranite co%ntertops- incl%"in stones cite" in me"ia reports as 2ein potentiall+
pro2lematic$ The stones teste" incl%"e t+pes of ranite that comprise approDimatel+ ')
percent of the ann%al U$S$ mar#et share for ranite co%ntertops- 2ase" on the most recent
mar#et "ata a1aila2le$V
%odern /uildin!
Granite has 2een eDtensi1el+ %se" as a "imension stone an" as floorin tiles in
p%2lic an" commercial 2%il"ins an" mon%ments$ ,eca%se of its a2%n"ance- ranite was
commonl+ %se" to 2%il" fo%n"ations for homes in New Enlan"$ The Granite Railwa+-
AmericaLs first railroa"- was 2%ilt to ha%l ranite from the 0%arries in @%inc+-
Massach%setts- to the Neponset Ri1er in the /'&)s$ Eith increasin amo%nts of aci" rain
in parts of the worl"- ranite has 2e%n to s%pplant mar2le as a mon%ment material- since
CUSTOMER SATISFACTION AT ANANTA GRANITES
it is m%ch more "%ra2le$ 6olishe" ranite is also a pop%lar choice for #itchen co%ntertops
"%e to its hih "%ra2ilit+ an" aesthetic 0%alities$
C%rlin stones are tra"itionall+ fashione" of Ailsa Crai ranite$ The first stones
were ma"e in the /*3)s- the oriinal so%rce 2ein Ailsa Crai in Scotlan"$ ,eca%se of the
partic%lar rarit+ of the ranite- the 2est stones can cost as m%ch as USY/-3))$ ,etween
4)=*) percent of the stones %se" to"a+ are ma"e from Ailsa Crai ranite- altho%h the
islan" is now a wil"life reser1e an" is no loner %se" for 0%arr+in$
Q/CR
In the field of En!ineerin!
Enineers ha1e tra"itionall+ %se" polishe" ranite s%rfaces to esta2lish a plane of
reference- since the+ are relati1el+ imper1io%s an" infleDi2le$ San"2laste" concrete with a
hea1+ areate content has an appearance similar to ro%h ranite- an" is often %se" as a
s%2stit%te when %se of real ranite is impractical$ A most %n%s%al %se of ranite was in
the constr%ction of the rails for the 8a+tor Granite Tramwa+- <e1on- Enlan"- in /'&)$
Gra!ite resoures of +ar!ata+a
Karnata#a is en"owe" with rich 1arieties of reso%rces$ ApproDimatel+ one h%n"re"
1arieties of roc#s are a1aila2le in #arnata#a$ Granite with pleasin teDt%res an" color
apart from the attracti1e neisses- mimatites an" so2er "+#e roc#s are a2%n"antl+
a1aila2le$
Geomorpholoicall+ the in1estiations ha1e in"icate" the a1aila2ilit+ of
ornamental ranite is in the "istricts of ,analore- m+sore- chamara9naar- t%m#%r- #olar-
2ellar+- raich%r- #oppal- 2aal#ot- hassan- chic#maal%r an" "a#shina #anna"a$ Important
a1aila2le 1arieties are pin# ranite- m%lti colo%r ranite- 2lac# ranite- 8assan reen-
ranite porpher+- s+nites- horn2len"e ranite- re+ ranite$ The+ ha1e pleasin colo%r
%niformit+ in teDt%re an" str%ct%re- a2ilit+ to ta#e polish- a2ilit+ to +iel" thin an" lare
sla2 on c%ttin are some important properties of ranites$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? ,ANGALORE <ISTRICT
/$ Kana#p%ra tal%# 6in# m%lticolore"
&$ Maa"i tal%# Gneiss
A$ Ramnaaram tal%# 6in#- m%lti colo%r neiss
C$ Nelamanala tal%# 6in#- m%lti neiss
? <harwa" "istrict
/$ Shiratti tal%# Gre+ ranite
&$ Ron tal%# ,rownish proph+r+
? G%l2ara "istrict
/$ Shahp%r tal%# 6in# ranite
&$ Shorap%r tal%# 6in# an" ra+ish pin#
? 8assan "istrict
/$ ,el%r tal%# <+#e
&$ 8assan tal%# <+#e
? Kolar "istrict
/$ G%"i2han"a tal%# Gre+ ranite
&$ ,hintamani tal%# Gre+ ranite
A$ ,anarapet tal%# Gre+ ranite- <+#e
? M+sore "istrict
/$ Chamara9anaar tal%# <+#e
&$ MM hills tal%# <+#e
A$ 6eri+apatna tal%# Zellow ranite
C$ TN p%ra tal%# Zellow ranite
? ,ellar+ "istrict
/$ Te##al#ot tal%# 6in# ranite- Gre+
&$ Sina"e1anahalli 6in# ranite- Gre+
? ,aal#ot "istrict
A$ 8%n%n" tal%# 6in# ranite- m%lti
Colore" ranite J catse+e
? Koppal "istrict
/$ Koppal tal%# 6in#
&$ Zel2%ra tal%# 6orpher+ reen ranite
6in#- re+ J 2lac# ranite
J pin# neiss
? Chitra"%ra "istrict
CUSTOMER SATISFACTION AT ANANTA GRANITES
/$ Chitra"%ra "istrict Gre+ ranite
COM-ANY -ROFILE
ANANTA GRANITES is a man%fact%rer of ranite tiles- it sales all t+pes of ranite tiles
in the national mar#et$
7ame of the .I3% > ANANTA GRANITES
cation > S$NO$4*5A-
6lot no$&- Ton"ihal
ILKAL7 3'* /&3
<ist> ,aal#ot :Karnata#a;
T0 > 8%na%n"
4in > &O&A)*C/)/C
4elephone > O''4A)'AA3- OCC'O/A*&A
4ype of unit > 6artnership firm
9ear of Esta+lishment > &))*
4otal area covered > /4))) s0$ft
7um+er of employees > &)
0pproximate production p.a > /&)))) tiles p$a
0pproximate sales p.a > /)))))7//)))) tiles p$a
4otal customers > /))B national oriente"
Present turn over > 4$3 7 * la#hs p$m
Competitors > Rah%l Granites- 6oo9a Granites
%ana!in! #irector > Mr$ Mohan cha1an
CUSTOMER SATISFACTION AT ANANTA GRANITES
<I$I'7
The 1ision of the firm is to 2e one of the most o%tstan"in companies in the national
mar#et an" to ren"er maDim%m satisfaction to c%stomers 2+ pro1i"in 0%alitati1e tiles$
%I$$I'7
The firm?s mission is to 2e a mar#et lea"er an" to eDtract maDim%m mar#et share
An" to "e1elop newer- 2etter an" more efficient oo"s in this inno1ati1e an" challenin
en1ironment
CUSTOMER SATISFACTION AT ANANTA GRANITES
-RODUCT LINE
ANANTA GRANITES sales all the 1arieties of ranite tiles an" is one of the
lea"in man%fact%rin concern of ranite tiles in Il#al$
NAME: MUDGHAL GREY SLA.
COLOR: GREY 'ITH .LAC/ S-OTS
SI0E: AS -ER CUSTOMER S-ECIFICATION
NAME: RA1ESHREE
COLOR: -IN/
SI0E: AS -ER CUSTOMER S-ECIFICATION
CUSTOMER SATISFACTION AT ANANTA GRANITES
NAME: RU.Y RED
COLOR: RED
SI0E: AS -ER CUSTOMER S-ECIFICATION
NAME: CATS EYE
COLOR: .RO'N
SI0E: AS -ER CUSTOMER S-ECIFICATION
CUSTOMER SATISFACTION AT ANANTA GRANITES
I$4'39 '. 070740 ;307I4E$
I743'#8C4I'72
ANANTA GRANITES is a 6artnership firm is 1er+ well #nown in the fiel" of
ranites in the national mar#et$ It was set %p in &'th (%ne &))* an" is locate" at Il#al cit+
in ,aal#ot "istrict$
ANANTA GRANITES mainl+ concentrates in the pro"%ction of 8imala+an 2l%e- m%"al
re+- catse+e- ra9eshree etc$ Il#al has 2ecome famo%s in the national an" international
mar#et 2eca%se of ranites eDporte" with pro"%ction of ranite tiles ta#in the raw
material from s%rro%n"in 0%arries$
ANANTA GRANITES has starte" with C partners that is Mr$ Mohan- Mr$ Naara9- Mr$
Ra9% an" Mr M%nna an" all of them are acti1e partners$ The pro"%ction is /&)))) tiles
approDimatel+ per ann%m with the t%rno1er of *-))-))) per month$ Now a "a+ the
"eman" for ranites is increasin at a hih spee"$
Followin are some of the Granites Factories with 6rofile
Factories Zear of
esta2lishment
Initial
in1estment
No of
emplo+ees
6ro"%ction
per ann%al
T%rno1er
Poo,a
!ranites
&))* /$& La#hs &) A'C))s0ft /-A&-))-)))
$a&a
;ranites
/OO& A3 La#hs A) A))))s0ft 33-))-)))
7etravati
tiles
Industries
&))/ ') La#hs C) /CC)) c% mt /)-))-))-)))
CUSTOMER SATISFACTION AT ANANTA GRANITES
43'::9
This Trolle+ ta#es the raw 2loc#s to the C%ttin machine to c%t them into tiles$
E$40/:I$%E742
The fo%r partners as mentione" a2o1e esta2lishe" ANANTA GRANITES on &'
th
(%ne &))* an" starte" pro"%ction from /O
th
a%%st &))* with /3 emplo+ees in Il#al cit+
which is s%rro%n"e" 2+ nearl+ /3) ranite factories not onl+ in Il#al 2%t also near 2+
1illaes$
'/=EC4I<E2
O29ecti1e refers to the 2asic i"ea an" oal with which an+ firm is
esta2lishe"$ Ee can e1en sa+ it is a reason 2ehin" the esta2lishment of an+ firm$ An" as
we #now it 1er+ well that e1er+ firm has one or the other o29ecti1e 2ehin" its
esta2lishment- in the same wa+ 6oo9a ranite In"%stries is also esta2lishe" with an
o29ecti1e to pro1i"e [oo" 0%alit+ of ranite sla2s with reasona2le price as per the
stan"ar"s an" specifications pro1i"e" 2+ the c%stomers an" to contri2%te to the social
welfare of the societ+?$
CUSTOMER SATISFACTION AT ANANTA GRANITES
:'C04I'72
Location is an+ area where the in"%str+ or firm is set %p to carr+ o%t
its acti1ities more con1enientl+ an" economicall+$ Location of an+ firm pla+s an
important role in controllin costs or eDpenses$ A firm m%st 2e locate" in an area where
the transport facilit+- power facilit+- etc is easil+ a1aila2le$
ANANTA GRANITES is locate" near 2+ hihwa+ which connects to "ifferent
citiesF power facilit+ is also ma"e at wor# place with oo" infrastr%ct%re facilit+$ The
compan+ is also pro1i"in accommo"ation to its emplo+ees with lihts an" fans facilit+$
In short we can sa+ that the firm pro1i"es 1er+ health+ an" li1el+ en1ironment to wor#-
which we can sa+ is an i"eal wor#in en1ironment for an+ emplo+ee to wor# in the firm$
The firm has separate office for 2%siness transactions an" sometimes
"%rin the eDcess pro"%ction of tiles the+ are store" in office also$ There are separate
0%arters for emplo+ees to resi"e$
C0PI40:2
Capital means a 2%siness?s total amo%nt of mone+ an" propert+ meant for %se
in wa+s or acti1ities that are inten"e" to pro"%ce wealth$ Capital is nothin 2%t the
finance or f%n"s in1este" an" re0%ire" to r%n a 2%siness$ It is 1er+ well sai" that capital is
the life 2loo" of an+ 2%siness firm$ An" we #now it 1er+ well that it is hihl+ impossi2le
to r%n a 2%siness witho%t capital$ So capital pla+s 1er+ important role an" nee" 1er+ oo"
#nowle"e an" eDperience to ma#e capital in1estment "ecisions$
ANANTA GRANITES in1este" Rs$ /$3) crore initiall+ an" so%rces %se" to raise
the f%n"s were from 2an#s an" own f%n"s$ The firm raise" 43B of its total capital from
2an#s an" the remainin f%n"s from in"ieno%s len"ers an" owne" f%n"s$ The firm has
in1este" Rs$') la#hs for plant an" machineries$ Each machiner+ cost Rs$/3 la#hs$ The
compan+ maintains stoc# of raw materials worth Rs$A) la#hs an" finishe" oo"s worth
Rs$&3 la#hs$ The firm maintains wor#in capital of Rs$C) la#hs per +ear$
CUSTOMER SATISFACTION AT ANANTA GRANITES
.I>E# 0$$E4$2
The in1estment ma"e in the fiDe" assets that are re0%ire" for permanent
%se in the enterprise$ FiDe" assets are nothin 2%t the immo1a2le propert+ relate" to
2%siness acti1it+- which is owne" 2+ the firm$ These fiDe" assets incl%"e lan" an"
2%il"in- plant an" machineries- etc$
ANANTA GRANITES has its own lan" an" 2%il"in to carr+ o%t its
2%siness acti1ities$ The firm has also in1este" Rs$') la#hs in plant an" machineries$ The
firm owns A machines each cost Rs$/3 la#hs$ An" it also has A polishin machines each
cost of Rs$/))))) i$e$ Rs$ A)))))$ The o%tp%t i1en 2+ each machine is /&)))) s0ft per
month$ An" it has one e"e c%ttin machine costin &)))))$
%07P'?E32
In manpower the entreprene%r ens%res that he has the riht n%m2er of people an"
riht #in" of people with appropriate s#ills at the riht place an" the riht time to
"o wor# for which the+ are economicall+ most s%ita2le$ Manpower means h%man
reso%rce that is emplo+ees- which constit%tes the heart an" so%l of an+ 2%siness$
8%man reso%rces are the real assets of an+ firm$
Ehen as#e" to one of the well #nown 2%sinessman rear"in the
importance of man power- he sharpl+ answere" that [ta#e awa+ all m+ mone+- ta#e awa+
all m+ immo1a2le propert+- ta#e awa+ m+ entire 2%siness- ta#e awa+ e1er+thin 2%t
lea1e onl+ m+ emplo+ees 2eca%se if the+ are there with me I can re2%il" m+ 2%siness-
which will 2e more stroner than this one as we #now man power is the #e+ reso%rce to
an+ 2%siness$
ANANTA GRANITES pro1i"es emplo+ment to &) emplo+ees- which incl%"es
personal acco%ntant- pro"%ction manaer- sales manaer- machine operator- etc$ It ma#es
pa+ment to its emplo+ees on monthl+ 2asis$ Manaer ets his salar+ on monthl+ 2asis$
Acco%ntant ets fiDe" amo%nt for preparin the acco%nts$ An" the rest of the emplo+ees
CUSTOMER SATISFACTION AT ANANTA GRANITES
ets fiDe" amo%nt of waes on monthl+ 2asis$ The compan+ "i1i"es the wor# of &)
emplo+ees in & shifts$ The first shift is from mornin /) to e1enin '- an" it consists of
/) wor#ers$ The secon" shift is from niht ' to mornin 4- an" it consists of remainin /)
wor#ers$
403;E4 C8$4'%E3$2
Taret c%stomers are the act%al c%stomers- who form a partic%lar sement of
the mar#et an" these c%stomers pro"%ce pro"%cts #eepin in min" the re0%irements an"
the stan"ar"s specifie"$
The taret c%stomers of ANANTA GRANITES are pro9ects li#e Shoppin
malls- Apartments- %se" in temples etc$
I7<E74'392
In1entor+ refers to those oo"s which are hel" for e1ent%al sale 2+ the
2%siness enterprise$ In other wor"s in1entories are stoc#s of the pro"%ct a firm is
man%fact%rin for sale an" components that ma#e %p the pro"%ct$ Th%s in1entories form
a lin# 2etween the pro"%ction an" sale of pro"%ct$ In1entor+ is nothin 2%t maintainin
the stoc# of the raw materials an" other re0%ire" materials to carr+ o%t pro"%ction
acti1ities$ In1entor+ pla+s 1er+ important role to carr+ o%t the pro"%ction acti1it+
contin%o%sl+ an" to meet the increasin "eman"s of the c%stomers at an+ time$
ANANTA GRANITES maintains the stoc# of raw materials worth Rs$
A3 la#hs- stoc# of finishe" oo"s worth Rs$ &3 la#hs an" the wor#in capital is A3 la#hs$
CUSTOMER SATISFACTION AT ANANTA GRANITES
#I$43I/84I'7 C077E:
6ro"%ction is for cons%mption$ 8a1in pro"%ce" the pro"%cts these nee" to 2e
ma"e a1aila2le to the final %sers of the pro"%ct i$e$ the cons%mers scattere" in lare
eoraphical areas$ Since man+ a times it 2ecomes eDtremel+ "iffic%lt if not impossi2le
to reach the c%stomers on its own the firm nee"s the help of mar#etin interme"iaries li#e
wholesalers an" retailers to reach their pro"%cts to the final c%stomers$ These
interme"iaries ser1e as channels to reach the pro"%cts to the c%stomers$ Networ# or
"istri2%tion channel is the process or steps %n"erta#en 2+ the firm- which incl%"es the
mo1ement of finishe" oo"s from pro"%ction point to the cons%mption that is to the final
cons%mers$
Since from its inception ANANTA GRANITES follows the "irect
mar#etin as well as / le1el channel$
The firm sells its pro"%cts "irectl+ to c%stomers or thro%h "ealers- to the far places li#e
,analore- <elhi- Kol#ata- Chennai- Kerala- S%rat- etc$ This is how the firm "istri2%tes its
pro"%cts an" reaches the final c%stomers$
Man%fact%rin
C%stomer <ealers
C%stomer
Man%fact%rin
CUSTOMER SATISFACTION AT ANANTA GRANITES
P3'#8C4I'7
6ro"%ction "eals with the relationship 2etween the inp%t an" o%tp%t$ The
process incl%"es the 2lastin of raw roc#s an" ma#in from into the fine 2loc#s- which
are rea"+ to eDport- an" polishin p%rpose$ The raw materials- which are left after ma#in
the 2loc#s- are store" in a %nwante" place an" this place is calle" as "%mp +ar" the
"istance 2etween the "%mp +ar" an" the pro"%ction place sho%l" 2e )$3 #m to &#m$
The compan+ p%rchases raw 2loc#s from 0%arries an" c%t them in to fine
tiles an" after c%ttin the tiles are sent to polishin %nit- these polishe" tiles are store" in a
o"own an" are rea"+ to sell$ @%alit+ with affor"a2le price is the main motto of
ANANTA GRANITES$
The compan+ is mainl+ pro"%cin pin# ra9eshree- r%2+ re"- m%"al re+-
an" other a1aila2le colors of tiles$
6ro"%ction process is carrie" on hih technolo+ machines etc were these
machines cost aro%n" ') la#hs$
CUSTOMER SATISFACTION AT ANANTA GRANITES
30? %04E3I0:
ANANTA GRANITES p%rchases all its raw materials from the s%pplier?s at
,ALKUN<I
CUSTOMER SATISFACTION AT ANANTA GRANITES
C844I7; %0CI7E
There are totall+ A main c%ttin machines in the compan+$ These are water c%ttin
machines$ These machines c%t the raw 2loc#s into tiles of partic%lar si!e specifie" 2+ the
c%stomers$ The followin are the "ifferent si!es of tiles$
:en!th and +readth
The tiles si!e is two 2+ one feet of all the tiles
CUSTOMER SATISFACTION AT ANANTA GRANITES
P':I$I7; 87I4
In ANANTA GRANITES there are totall+ A polishin %nits$ Each %nit costin nearl+ /3
la#hs r%pees$
The polishe" ranites tiles are pac#e" in a s+stematic manner to a1oi" the
2rea#ae of tiles$ Then these are rea"+ for eDport to national an" international mar#et$
There are no of wor#ers wor#in in the polishin factor+$ The wor#ers are
"i1i"e" on their wor# "one- c%ttin men is separate one who has eDperience in c%ttin the
2loc#s the polishin wor#er is 2een appointe" separatel+ for polishin the ranite tiles$
The polishin process re0%ire" hih techni0%e machineries for c%ttin an"
polishin$ The water is re0%ire" in the c%ttin an" si!in the ranite tiles$
CUSTOMER SATISFACTION AT ANANTA GRANITES
%03@E4I7; #EP034%E74$
%ar&etin! mana!ement in 070740 ;307I4E$.
Mar#etin is a philosoph+ of cons%mer oriente" 1ent%re in which manaers
ma#e "ecisions to ass%re c%stomer satisfaction as their top priorit+ an" it?s a total s+stem
of interactin 2%siness acti1ities "esine" to plan- price- promote an" "istri2%te want
satisf+in pro"%cts an" ser1ices to present the potential c%stomers$
G'+,ectivesA
1. To %n"erstan" the importance of mar#etin in ANANTA GRANITES$
2. To forecast the f%t%re "eman" of tiles$
3. To i"entif+ taret mar#ets$
4. To i"entif+ the common mar#etin pro2lem face" 2+ the compan+$
5. To i"entif+ the mar#etin process of the compan+$
6. To %n"erstan" the sinificance of ser1ice mar#etin$
". To i"entif+ the pre1ailin eDport en1ironment an" proce"%res- formalities- an"
"oc%mentation re0%ire" for eDports$
Importance of %ar&etin!
/$ It is totall+ "epen"s on personal efforts an" reso%rces- ma#in it informal an"
fleDi2le$
&$ To i"entif+ c%stomer nee"s an" wants
A$ Satisf+in the c%stomer nee"s an" wants of the c%stomer$
C$ Un"erstan"in the pre1ailin mar#et con"itions$
Pro+lems faced +y the company
CUSTOMER SATISFACTION AT ANANTA GRANITES
1.cal and limited mar&et2 The Compan+ is facin mar#etin pro2lem in local
an" limite" mar#et "%e to more competition$
2. eavy competition2 "%e to hea1+ competition it has 2ecame "iffic%lt to attract
c%stomers$
3. :ac& of sales force2 The Compan+ cannot affor" to maintain a well7oile" 2eca%se
of sellin eDpense will 2e increasin$
4. :ac& of transportation2 In this area we are not ot the all transportation
facilities- we ha1e %sin onl+ roa" transport$
%ar&etin! mix elements2
There are n%m2er of aspects in1ol1e" in mar#etin a pro"%ct$ Some of them
are controlla2le an" others are %ncontrolla2le$ It is the com2ination of C 6?s 1i!
? 6ro"%ct
? 6rice
? 6romotion
? 6lace
• Product2
CUSTOMER SATISFACTION AT ANANTA GRANITES
The pro"%ct consists of the policies an" proce"%res relatin to the
pro"%ct times to 2e offere" an" ser1ices to 2e ren"ere"$ It also incl%"es research
an" "e1elopment prorammes an" the new pro"%ct polic+$ It incl%"es e1er+thin
a c%stomer ets "esin- 0%alit+- pac#ain$
ANANTA GRANITES "esin on the 2asis of c%stomer or"er an" compan+
preparin "ifferent si!e on 2asis of c%stomer or"er$
T+pes of tiles
/$ R%2+ re"
&$ Cats e+e
A$ M%"al re+
C$ N8
3$ Ra9eshree
4$ 8imala+an 2l%e
*$ R,I
'$ C$K
O$ 6$G
@%alit+> the Compan+ maintainin oo" 0%alit+ in the fiel" of ranite pro"%cts$
6ac#ain> pac#in is consi"ere" as an important element of pro"%ct miD$
ANANTA GRANITES material firm %ses to pac# the tiles is car" 2oar" 2oDes
which are pac#e" 2+ %sin %m tape$
Price2 This element of mar#etin miD consists of the policies an" proce"%res
relatin to the price le1el- price specification- an" the price polic+ $The compan+
chares the amo%nt of mone+ to the ranite tiles- or the s%m of the 1al%es that
cons%mers eDchane for the 2enefits of the of ha1in or %sin the pro"%ct or
ser1ices$
? R%2+ re" Rs$C35tile
? Cats e+e Rs$435tile
? M%"al re+ Rs$A45tile
? N8 Rs$C35tile
? Ra9eshree Rs$A45tile
CUSTOMER SATISFACTION AT ANANTA GRANITES
? 8imala+an 2l%e Rs$C35tile
? R,I Rs$435tile
? C$K Rs$A35tile
? 6$G Rs$C35tile
ANANTA GRANITES has a"opte" penetration pricin strate+$
• Promotion2
This element incl%"es special sellin plans or "e1ices "irecte" at or thro%h
the tra"e- form of "e1ices for cons%mer promotions an" tra"e promotions$
The compan+ pro1i"in transportation facilities on the 2asis of 2%l# or"ers$
• Place2
This element incl%"es policies an" proce"%res relatin to the channels to 2e
%se" 2etween the plant an" the cons%mer- the "eree of selecti1it+ amon
wholesalers an" retailers an" attempts to co7 operation of tra"e$
4307$P'3404I'7
The si!e" 2loc#s an" ranites tiles are transporte" to the for awa+ places
thro%h Lorries$ The si!e" 2loc#e" an" tiles are eDporte" to the forein co%ntries
thro%h ship- %p to the ship or port the transport is ma"e thro%h Lorries$
Lorries till #arwar carr+ transport of tiles an" polishe" tiles an" then the
shipment is "one to "ifferent co%ntries 2+ ship$ The transport of 2loc#s is "one
thro%h the permit$ This is o2taine" from the concerne" a%thorities$
The firm 2ears the transportation cost an" tra1elin cost- ere the wor#ers
are allowe" free ser1ices to the co an" from co$ to their places$
C'%PE404I'7
ANANTA GRANITES faces hea1+ competitions as there are man+ ranite
in"%stries in il#al$ ,%t the firm mainl+ faces competition from followin in"%stries$
• 6oo9a Granites
• Go1ar"han Granites
CUSTOMER SATISFACTION AT ANANTA GRANITES
• Rah%l Granites
%E#IC0: .0CI:I49
E1er+ compan+ or in"%str+ has its own me"ical facilities pro1i"e" to the
wor#ers in the compan+ li#e wise the Gem Compan+$ 8as also me"ical facilities
pro1i"e" to the wor#ers$ The compan+ has its own separate "ispensar+- were the
0%alifie" an" eDperience" me"ical officers has 2een appointe"$
The me"ical facilities are pro1i"e" to the wor#ers- if followin con"itions
is there>
• If there is an+ in9%r+ "%rin the 2lastin process
• If there is an+ acci"ent 2+ the 1ehicle while wor#in in the compan+
• If there are an+ in9%ries while wor#in in the machiner+ repairs$
• If there is an+ in9%r+ while wor#in in the "ept of the 0%arr+
• If there is an+ in9%r+ wor#in in the electrical "epartment$
The me"ical facilit+ is pro1i"e" to wor#ers is at the cost of the free
ser1ices the wor#ers "on?t inc%rs the cost$
:E0<E$
E1er+ wor#er or emplo+ees re0%ire the lea1es- which ma+ 2e official or
personal$ The co$ is also pro1i"in the lea1es facilit+ to the emplo+ee wor#in in the
compan+$ There are /& cas%al lea1es an" /3 sic# lea1es pro1i"e" 2+ the co$ to the
emplo+ees for e1er+ +ear for e1er+ &)) wor#in "a+s- the compan+ has pro1i"e" I "a+
lea1e for e1er+ &) "a+s$
More lea1es are pro1i"e" if the emplo+ees or wor#ers are s%fferin from
the "iseases li#e fe1er- malaria- t+phoi"- an" other "iseases$ If the+ pro1i"e
me"ical certificate to the co$ the compan+ has the a%thorit+ to "e"%ct the a2sent
salar+ from their monthl+ salar+$
The compan+ pro1i"es the finance facilit+ for the emplo+ee who is sic#
for lon "a+s$ The me"ical lea1es are pro1i"e" to the wor#ers or emplo+ee on their
sic#ness
$election procedure of the employees2
CUSTOMER SATISFACTION AT ANANTA GRANITES
The firm selects the emplo+ees re0%ire" for the concerne" 9o2s thro%h the selection
proce"%re$ The proce"%re is as follows>
/R =o+ analysis2 It refers to the st%"+ if 9o2 in terms of "%ties-
responsi2ilities- ris#s an" other factors associate" with each #in"le of 9o2$ It
is the 2asis for the selectin the riht can"i"ate to the riht 9o2$ It is essential
to finali!e the 9o2 anal+sis- 9o2 "escription- 9o2 satisfaction an" emplo+ee
satisfaction 2efore procee"in to the neDt step$
&R 3ecruitment> It refers to the process of searchin for# prospecti1e
emplo+ee an" stim%latin them to appl+ for 9o2s to the co$ Selection of riht
no an" #in" of can"i"ate "epen"s %pon affecti1e re0%irements.
AR 0pplication form> It is also #nown as application 2lan# it is wi"el+
accepte" techni0%es for sec%rin information from the prospecti1e
can"i"ates$ The co$ as#s the applicant to appl+ on white paper i1in
partic%lar a2o%t his name- "ate of 2irth- mailin a""ress- e"%cation-
0%alification- eDperience- etc$
Contents of 0pplication .orm2
6ersonal 2ac#ro%n" information
A$ E"%cation attainment
,$ Eor# eDperience
C$ Salar+ eDpecte"$
PE3.'3%07CE 0PP30I$0:
CUSTOMER SATISFACTION AT ANANTA GRANITES
Appraisin performance of in"i1i"%als- ro%ps an" orani!ation has
2ecome a common 6atrice$ The co has it?s own appraisal metho"$ The emplo+ers has
to e1al%ate officer has to appraise the performance of their s%2or"inates
In this the performance appraise is "one in a s+stematic an" planne" manner$
The term performance refers to the "eree of accomplishments of the 9o2 or %ltimate
res%lt- on the other han" the term appraisal refer on the e1al%ation of or assessment of
wor# 2ein "one in terms of 0%alit+- 0%antit+- honest an" wor#in capacit+- etc$
Content of the performance Appraisal>7
It "epen"s %pon the nat%re an" le1el of 9o2$ It is not %niform for all t+pes of
9o2s$
/R Re%larit+ of atten"ance
&R Lea"ership st+le
AR A2ilit+ to wor# with others
CR Initiati1e
3R Technical s#ill
4R (%"ment s#ills
*R Area of wor# interest$
CUSTOMER SATISFACTION AT ANANTA GRANITES
'3;07IB04I'7 C034
CUSTOMER SATISFACTION AT ANANTA GRANITES
$cope and :imitations of the 3esearch
? The st%"+ is constraine" onl+ to c%stomer satisfaction$$
? Anal+sis of primar+ "ata is "one on the ass%mption that the answers i1en 2+ the
respon"ents are tr%e an" correct$
? Time an" Reso%rce Constraints$
O.1ECTIVES OF THE STUDY
The main o29ecti1e of the st%"+ in ANANTA GRANITES is
• To #now the satisfactor+ le1el of c%stomers$
Proprietor
;eneral %ana!er
Personal 0ccountant Production %ana!er $ales mana!er
Ed!e cuttin!
Polishin! department :a+ours Cuttin! department
CUSTOMER SATISFACTION AT ANANTA GRANITES
• To esta2lish 1ario%s strateies to enhance the satisfactor+ le1el of
c%stomer$
• To fin" o%t the reasons for the "issatisfaction of c%stomers:if an+;
• To #now the preference of c%stomer towar"s "ifferent pro"%cts of the
compan+$
• To #now at what prices c%stomers fa1o%r to p%rchase o%r tiles
3E$E03C %E4'#':';926
Pro+lem statement2
Now a "a+s there is a hea1+ competition in each an" e1er+ fiel" an"
the ranite in"%str+ is one of the fast "e1elopin in"%stries- it also faces the competition$
Now7a7 "a+s ranite in"%stries are esta2lishe" e1en in small towns- which are helpin to
pro1i"e emplo+ment opport%nities in the local areas$
C%stomer satisfaction pla+s a ma9or role in the s%ccess of an+
2%siness$ Therefore the research- which I ha1e %n"erta#en is to calc%late the le1el of
satisfaction of the c%stomers of ANANTA GRANITES$
4ype of 3esearch2
The research is primaril+ 0%antitati1e in nat%re$ The st%"+ is 2ase" on "ata
collecte" thro%h str%ct%re 0%estionnaire from the respon"ents an" inter1iews con"%cte"
with the respon"ents$
METHODOLOGY
Too%s of $ata o%%etio!
CUSTOMER SATISFACTION AT ANANTA GRANITES
<ata is an+ information = facts- concepts- an" sensation represente" in a formal
manner- s%ita2le for comm%nicatin- interpretin- or processin$ <ata is the 2ase for
e1er+ research wor#$ The "ata collecte" for the p%rpose of anal+sis incl%"e 2oth primar+
an" secon"ar+ "ata$
11 Primary #ata2 The primar+ "ata has 2een collecte" at first han" thro%h "irect
personnel inter1iews- %sin str%ct%re" 0%estionnaires$ The information is collecte" from
samplin from samplin that allows concentratin on c%stomers an" hence "e1otin more
ener+ to ens%re that the information collecte" is acc%rate one$ 6rimar+ "ata has 2een
collecte" "irectl+ from the respon"ents an" the proprietor of the firm$
21 $econdary #ata> I collecte" the information a2o%t the histor+ of the Granite
in"%stries with the help of Internet ser1ice$ An" I "on?t ha1e an+ secon"ar+ "ata
rear"in ANANTA GRANITES$
3esearch 4echni5ues26
Str%ct%re" @%estionnaire
6ersonal Inter1iews
Statistical Tools$ Ta2les 5 Chart
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
$amplin! 4echni5ue2
The research techni0%e %se" is Stratifie" Ran"om Metho"$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$amplin! Profile
E"%cate"
Earnin Goo" Income
Goo" Lifest+le
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
The sample si!e- which is ta#en for the st%"+ is of /)) c%stomers at ANANTA
GRANITES an" was ran"oml+ selecte"$ These samples were 2een pro1i"e" with a
complete set of 0%estions on which the information was elicite" an" their response was
recor"e"$ A 0%estionnaire was "rafte" in s%ch a wa+ that it co1ere" the 1ario%s aspects of
the re0%ire" s%29ect$
$?'4 070:9$I$
$43E7;4$
CUSTOMER SATISFACTION AT ANANTA GRANITES
• Goo" 0%alit+ pro"%cts
• Fa1ora2le wor#in ho%rs$
• Goo" wor#in con"itions
• Fa1ora2le en1ironment
• Eas+ transportation
• Goo" infrastr%ct%re$
• Goo"will of the firm$
?E0@7E$$E$
• Lac# of s#ille" la2ors$
• 6ro2lem of power
'PP'3487I4IE$
• 6ro1i"es emplo+ment opport%nities
• Ei"e mar#et area$
43E04$
• Esta2lishment of more ranite in"%stries$
• Lare n%m2er of competitors
CUSTOMER SATISFACTION AT ANANTA GRANITES
070:9$I$
07#
I74E3P3E404I'7
CUSTOMER SATISFACTION AT ANANTA GRANITES
1. 'ccupation of the customerC
Particulars 3espondents Percenta!e
/usiness man 5* 5*D
Professional -3 3D
Employee 2* 2*D
other -* -*
0nalysis2
On the 2asis of a2o1e ta2le 3OB of the respon"ents are ,%siness man an" AB
of the respon"ents are professionals- &OB are emplo+ees an" others are OB$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the occ%pation of the respon"ents- 3OB of the
respon"ents are ,%siness man an" AB of the respon"ents are professionals- &OB are
emplo+ees an" others are OB$
CUSTOMER SATISFACTION AT ANANTA GRANITES
2. oE often you visit 070740 ;307I4E$C
Particulars 3espondents Percenta!e
#aily -2 -2D
?ee&ly 25 25D
.ortni!htly 4- 4-D
monthly 33 33D
0nalysis2
On the 2asis of a2o1e ta2le &B of the respon"ents are comin "ail+- &3B of
respon"ents are comin wee#l+ an" C)B of the respon"ents are comin fortnihtl+ an"
AAB of respon"ents are 1isitin monthl+ to ANANTA GRANITES $
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the 1isitin of c%stomers to ANANTA GRANITES the
o%tcome was &B of the respon"ents are comin "ail+- &3B of respon"ents are comin
CUSTOMER SATISFACTION AT ANANTA GRANITES
wee#l+ an" C)B of the respon"ents are comin fortnihtl+ an" AAB of respon"ents are
1isitin monthl+ to ANANTA GRANITES$
3. ?hat ran!e of tiles do you preferC
0nalysis2
On the 2asis of a2o1e ta2le C3B of the respon"ents prefer Rs$A)7A3- A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- *B of the
respon"ents prefer a2o1e 43 Rs$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in price preference of the tiles we come to
#now that C3B of the respon"ents prefer Rs$A)7A3- A)B of the respon"ents
prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- *B of the
respon"ents prefer a2o1e 43 Rs$
Particulars 3s. 3-635 3s.4-65- 3s.55665 3s.65F a+ove
3espondents 45 3- 1) -"
percenta!e 45D 3-D 1)D -"D
CUSTOMER SATISFACTION AT ANANTA GRANITES
4. ?hy do you purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
.or sale 63 63D
.or oEn use 3" 3"D
0nalysis2
On the 2asis of a2o1e ta2le 4AB of the respon"ents p%rchase tiles for f%rther sale- an"
A*B of the respon"ents p%rchase for own %se$
I74E3P3E404I'72
,+ con"%ctin the s%r1e+ rear"in the p%rchase "ecision of the tiles from
ANANTA GRANITES it was fo%n" that 4AB of the respon"ents p%rchase tiles for
f%rther sale- an" A*B of the respon"ents p%rchase for own %se$
CUSTOMER SATISFACTION AT ANANTA GRANITES
5. ?hat factor made you to purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
5uality 45 45D
price 32 32D
Easy transport 16 16D
7earness " "D
0nalysis2
On the 2asis of a2o1e ta2le C3B of the respon"ents p%rchase for 0%alit+- A&B for price-
/4B for eas+ transport an" *B "%e to nearness
CUSTOMER SATISFACTION AT ANANTA GRANITES
I74E3P3E404I'72
,+ con"%ctin the s%r1e+ rear"in the preferential factors of ANANTA
GRANITES we came to #now that C3B of the respon"ents p%rchase for 0%alit+- A&B for
price- /4B for eas+ transport an" *B "%e to nearness of the firm to their place$
6. ?hich of the distri+ution channel you are satisfied if the company providesC
Particulars 3espondents Percenta!e
2 level 2) 2)D
1 :evel 54 54D
- :evel 1) 1)D
0nalysis2
On the 2asis of a2o1e ta2le &'B of the respon"ents are satisfie" with & le1el channel-
3CB of the respon"ents are satisfie" with / le1el channel- /'B of the respon"ents are
satisfie" with ) le1el that is "irect mar#etin$
CUSTOMER SATISFACTION AT ANANTA GRANITES
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the t+pe of "istri2%tion channel the o%tcome
was &'B of the respon"ents prefer & le1el that is from man%fact%rer72ro#er7retailer7
c%stomer- 3CB of the respon"ents prefer / le1el that is from man%fact%rer7 "ealer7
c%stomer 2eca%se there are more n%m2er of 2%sinessman who act as "ealers to reach the
final cons%mers an" /'B of the respon"ents prefer ) le1el that from man%fact%rer7
c%stomer- 2eca%se there are 1er+ less c%stomers who 2%+ them for self cons%mption$
". ?hether the company provides exchan!e facilities to youC
Particulars 3espondents Percenta!e
9es 7il 7ila
7o 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le /))B of the respon"ents are not ettin eDchane
facilit+$
I74E3P3E404I'72
After con"%ctin s%r1e+ rear"in eDchane facilit+ to c%stomers- the o%tcome
was poo9a ranite in"%stries is not pro1i"in an+ eDchane facilities to its c%stomers-
Exchange Facility
0
100%
0
20
40
60
80
100
120
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
which means that /))B of c%stomers sai" that the+ are not ettin an+ eDchane facilit+
from the compan+- 2eca%se it is the responsi2ilit+ of the c%stomers to ta#e care of the
pro"%cts "eli1ere"$
). #o you recommend others to purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
7o 7il 7il
yes 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le /))B of the respon"ents sai" that the+ recommen"
others to p%rchase tiles from ANANTA GRANITES
I74E3P3E404I'72
Recommend
0
100%
0
20
40
60
80
100
120
No Yes
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
After con"%ctin s%r1e+ rear"in whether the+ recommen" other c%stomers to
p%rchase the tiles from ANANTA GRANITES /))B of the c%stomers sai" that the+
recommen" others to p%rchase$
*. ?ho influenced you to purchase tiles from 070740 ;307I4E$C
Particulars 0ds .riends .amily
mem+ers
'ther
dealers
3espondents 3- 4* 21 -
Percenta!e 3-D 4*D 21D -D
0nalysis2 On the 2asis of a2o1e ta2le A)B of the respon"ents sai" that the a"s
infl%ence" them COB sai" frien"s infl%ence" them- /OB sai" famil+ mem2ers
CUSTOMER SATISFACTION AT ANANTA GRANITES
infl%ence" them an" none were infl%ence" 2+ other "ealers$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in who infl%ence" them to p%rchase tiles from
ANANTA GRANITES A)B of the respon"ents sai" that the a"s infl%ence" them to
p%rchase tiles- COB sai" frien"s infl%ence" them to p%rchase- /OB sai" famil+ mem2ers
infl%ence" them an" none were infl%ence" 2+ other "ealers$
1-. #o you !et the delivery of tiles from 070740 ;307I4E$ at correct timeC
Particulars 3espondents Percenta!e
9es 1-- 1--D
7o 7il 7il
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le /))B of the respon"ents sai" that the+ et "eli1er+ of
tiles on time$
I74E3P3E404I'72
Ehen as#e" to c%stomers that whether the+ et the "eli1er+ of tiles on time we
came to #now that all the c%stomers were satisfie" with the "eli1er+ of tiles at riht time
from ANANTA GRANITES$
11. oE do you !ive orders to the companyC
Particulars 3espondents Percenta!e
%ail ) )D
4elephone 6) 6)D
#irect Contact 24 24D
.ax 7il 7il
0nalysis2
100%
0%
0%
20%
40%
60%
80%
100%
120%
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le 'B of the respon"ents i1e or"ers thro%h mail- 4'B
of the respon"ents i1e or"ers thro%h telephone an" &CB of the respon"ents i1e or"ers
thro%h "irect contact$
I74E3P3E404I'72
After con"%ctin a s%r1e+ on how "o the c%stomers i1e or"ers the compan+- the
o%tcome was that 'B of the c%stomers i1e or"ers thro%h mail- 2eca%se these c%stomers
sta+ in far places li#e <elhi- M%m2ai etc$ 4'B of the c%stomers i1e or"ers thro%h
telephone- 2eca%se these c%stomers #now a2o%t the compan+ an" the+ are ol" c%stomers
who often 2%+ from this compan+$ an" the rest &CB of the c%stomers i1e or"ers 2+
"irect contact- 2eca%se these c%stomers are new to the compan+ an" the+ i1e or"ers
thro%h "irectl+ 1isitin the firm an" none prefers faD for i1in the or"ers$
12. oE is the customer relationship of 070740 ;307I4E$.
Particulars 3espondents Percenta!e
excellent 3) 3)D
;ood 46 46D
o& 16 16D
Poor nil nil
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le A'B of the respon"ents sai" eDcellent a2o%t the
c%stomer relationship of ANANTA GRANITES- C4B sai" its oo"- /4B sai" o#$
I74E3P3E404I'72
Ehen we en0%ire" a2o%t how is the c%stomer relationship of ANANTA
GRANITES we came to #now that A'B of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- C'B of the respon"ents sai" that it was
oo" an" /4B of respon"ents sai" it is o#$
13. 0re you satisfied Eith 070740 ;307I4E$ productsC
Particulars 3espondents Percenta!e
9es 1-- 1--D
7o 7il 7il
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le /))B of the respon"ents are satisfie" towar"s the
pro"%ct$
I74E3P3E404I'72
After con"%ctin the s%r1e+ rear"in the satisfaction of c%stomers towar"s
the pro"%ct that is the sla2s- the o%tcome was that all the c%stomers are satisfie"- which
means that /))B c%stomer satisfaction was achie1e" in this respect 2eca%se the firm
pro1i"es the 0%alit+ sla2s as the si!e prescri2e" 2+ the c%stomers an" at 2etter price to its
c%stomers$
142 ?hat type of the tiles do you prefer to purchase from 070740 ;307I4E$C
Particulars Cats eye 3u+y red %ud!al !rey 3a,eshree 'thers
3espondents 22 26 ) 3) 6
Satisfaction towards the product
100%
0
0%
20%
40%
60%
80%
100%
120%
Yes No
Respon"ents
CUSTOMER SATISFACTION AT ANANTA GRANITES
percenta!e 22D 26D )D 3)D 6D
0nalysis2 On the 2asis of a2o1e ta2le &&B of the respon"ents prefer Cats e+e- &4B of
the respon"ents prefer R%2+ re"- 'B of the respon"ents prefer M%"al re+- A'B of the
respon"ents prefer Ra9eshree an" 4B of the respon"ents prefer other t+pes of sla2s$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in what t+pe of the sla2s the c%stomers prefer the
response was &&B of the c%stomers prefer Catse+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers prefer R%2+
re"- 2eca%se it is a commercial material an" is %se" in selecte" places in so%th$ 'B of the
c%stomers prefer M%"al re+- 2eca%se it is %se" onl+ in ho%ses$ A'B of the c%stomers
prefer Ra9eshree- 2eca%se it is also a commercial pro"%ct %se" maDim%m in shoppin
molls an" 2i apartments an" it is har" material than other state sla2s an" the rest prefer
other t+pe of sla2s- li#e Gem re"- 8imala+an 2l%e etc
14. #oes the firm provide credit facility to youC
Particulars 3espondents Percenta!e
9es )6 )6D
CUSTOMER SATISFACTION AT ANANTA GRANITES
7o 14 14D
0nalysis2
On the 2asis of a2o1e ta2le '4B of the respon"ents are ettin cre"it facilit+ an"
the rest /CB of the respon"ents are not ettin cre"it facilit+$
Interpretation 2 when we as#e" the c%stomers rear"in whether ANANTA
GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai" that ANANTA
GRANITES pro1i"es cre"it facilit+ an" /CB of the respon"ents sai" that it "oes not
pro1i"e cre"it facilit+$
15. #o you face any pro+lems Ehile purchasin! tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
CUSTOMER SATISFACTION AT ANANTA GRANITES
9es - -D
7o 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le all the c%stomers sai" that the+ "on?t face an+ pro2lems
"%rin p%rchasin the tiles from ANANTA GRANITES$
Interpretation2 when I en0%ire" to c%stomers that whether the+ face an+ pro2lems while
p%rchasin tiles from ANANTA GRANITES- all c%stomers sai" that the+ won?t face an+
pro2lems while p%rchasin the tiles$
16. 0ny other $u!!estionsC
0
100%
0
20
40
60
80
100
120
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
CUSTOMER SATISFACTION AT ANANTA GRANITES
.I7#I7;$
Accor"in to the s%r1e+ I con"%cte" the important fin"ins that I came to fo%n" o%t
"%rin m+ s%r1e+ were>
? Most of the respon"ents 1isitin ANANTA GRANITES are ,%siness man an"
some are emplo+ees$
? most of the respon"ents are 1isitin fortnihtl+ an" some of them are 1isitin
wee#l+ an" monthl+ to ANANTA GRANITES
? Most of the respon"ents prefer price of Rs$A)7A3- nearl+ A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- an" a
nelii2le percent of the respon"ents prefer a2o1e 43 Rs$
? Most of the respon"ents p%rchase tiles from ANANTA GRANITES for f%rther
sale- an" onl+ A*B of the respon"ents p%rchase for own %se$
? Most of the respon"ents p%rchase tiles of ANANTA GRANITES for 0%alit+-
A&B for affor"a2le price- an" /4B for eas+ transport an" some of them "%e to
nearness of the firm to their place$
? Most of the respon"ents prefer / le1el an" /'B of the respon"ents prefer )
le1el an" some others prefer & le1el an" / le1el channel$
? ANANTA GRANITES is not pro1i"in an+ eDchane facilities to its
c%stomers- which means that /))B of c%stomers sai" that the+ are not ettin
an+ eDchane facilit+ from the compan+$
? /))B of the c%stomers sai" that the+ recommen" others to p%rchase$
? Most sai" frien"s infl%ence" them to p%rchase- some others sai" famil+
mem2ers an" a"s infl%ence" them an" none were infl%ence" 2+ other "ealers$
? C%stomers were satisfie" with the "eli1er+ of tiles at riht time from
ANANTA GRANITES$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? Some of the c%stomers i1e or"ers thro%h mail- A hih percentae of the
c%stomers i1e or"ers thro%h telephone- an" the rest &CB of the c%stomers
i1e or"ers 2+ "irect contact-
? Ee came to #now that some of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- most of the respon"ents sai"
that it was oo" an" onl+ /4B of respon"ents sai" it is o#$
? C%stomer satisfaction was achie1e" in respect of the 0%alit+ tiles as ANANTA
GRANITES pro"%ces si!e prescri2e" 2+ the c%stomers an" at 2etter price$
? Some of the c%stomers prefer Catse+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers
prefer R%2+ re"- 2eca%se it is a commercial material an" is %se" in selecte"
places in so%th- 2eca%se it is %se" onl+ in ho%ses$ Most of the c%stomers prefer
Ra9eshree- 2eca%se it is also a commercial pro"%ct
? ANANTA GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai"
that ANANTA GRANITES pro1i"es cre"it facilit+ an" /CB of the
respon"ents sai" that it "oes not pro1i"e cre"it facilit+$
? All c%stomers sai" that the+ won?t face an+ pro2lems while p%rchasin the
tiles$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$8;;E$4I'7$ 07# 3EC'%%E7#04I'7$
The st%"+ helpe" me a lot to ain the information rear"in c%stomer satisfaction at
ANANTA GRANITES- after the s%r1e+ some of m+ recommen"ations are
• Most of the c%stomers are 2%siness man who p%rchases tiles for f%rther tra"inF
thro%h proper promotion of tiles it can attract more c%stomers$
• It sho%l" impro1e c%stomer relationships a 2it more$
• @%alit+ is the main strenth of ANANTA GRANITES so it sho%l" maintain it an"
tr+ to impro1e it$
• The firm nee"s to a"1ertise its pro"%cts in a proper me"ia of a"1ertisin to attract
more an" more c%stomers an" to retain its present c%stomers$
• The firm sho%l" opt latest technolo+ of pro"%ction to pro"%ce more tiles at lesser
time an" to increase its pro"%cti1it+$
• The firm nee"s to attract newer sements of c%stomers so as to increase "eman"
for its pro"%cts$
CUSTOMER SATISFACTION AT ANANTA GRANITES
C'7C:8$I'7$
After con"%ctin a s%r1e+ on [C%stomer satisfaction? at ANANTA GRANITES concl%"e
that
ANANTA GRANITES shares a oo" c%stomer relationship$
As there are a lot of ranite in"%stries in Il#al ANANTA GRANITES face immense
competition$
8ea1+ competition has ma"e c%stomers to et conf%se" a2o%t the pro"%ct an" e1en
a2o%t the price$
CUSTOMER SATISFACTION AT ANANTA GRANITES
/I/:I';30P9
• Internet :8istor+ of ranites;
www$oole$com
• Mar#etin research 2+ t%ll an" 8aw#ins$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$83<E9 '7 C8$4'%E3 $04I$.0C4I'7 I7 070740 ;307I4E$
QUESTIONNAIRE
7ame of the respondent2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
#esi!nation 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
7ame of the Company 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
0ddress 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
0!e 2
$tate 2
Country 2
Phone 7o 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\
Cell 7o 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\
CUSTOMER SATISFACTION AT ANANTA GRANITES
Email Id 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
1. 'ccupation of the customerC
A$ ,%sinessmen ,$ 6rofessional
CUSTOMER SATISFACTION AT ANANTA GRANITES
C$ Emplo+ee <$Others
2. oE often you visit 070740 ;307I4E$C
A$ <ail+ ,$ Eee#l+
C$ Fortnihtl+ <$ Monthl+
3. Ehat rane of tiles "o +o% preferI
A$ 3s. 3-635 /. 3s.4-65-
C. 3s.55665 #. 3s.65F a+ove
4. ?hy do you purchase tiles from 070740 ;307I4E$C
0. .or sale /. .or oEn use
5. ?hat factor made you to purchase tiles from 070740 ;307I4E$C
0. Guality /.price
C. Easy transport #.7earness
6. Ehich of the "istri2%tion channel +o% are satisfie" if the compan+ pro1i"esI
A$ & le1el ,$/ le1el C$ ) Le1el
". Ehether the compan+ pro1i"es eDchane facilities to +o%I
A$ Zes ,$ No
). <o +o% recommen" others to p%rchase tiles from ANANTA GRANITESI
CUSTOMER SATISFACTION AT ANANTA GRANITES
A$ Zes ,$ No
*. Eho infl%ence" +o% to p%rchase tiles from ANANTA GRANITESC
A$ A"s ,$ Frien"s
C$ famil+ mem2ers <$ Other "ealers
/)$ <o +o% et the "eli1er+ of tiles from ANANTA GRANITES at correct timeI
A$ Zes ,$ No
//$ 8ow "o +o% i1e or"ers to the compan+I
A$ Mail ,$ Telephone
C$ <irect Contact <$ FaD
/&$ 8ow is the c%stomer relationship of ANANTA GRANITESI
A$ eDcellent ,$ Goo"
C$ O# <$ 6oor
/A$ Are +o% satisfie" with ANANTA GRANITES pro"%ctsI
A$ Zes ,$ No
/C$ Ehat t+pe of the tiles "o +o% prefer to p%rchase from ANANTA GRANITESC
A$ Cats e+e ,$R%2+ re"
C$ M%"al re+ <$Ra9eshree
E$ others
/3$ <oes the firm pro1i"e cre"it facilit+ to +o%I
CUSTOMER SATISFACTION AT ANANTA GRANITES
A$ Zes ,$ No
/4$ <o +o% face an+ pro2lems while p%rchasin tiles from ANANTA GRANITESI
A$ Zes ,$ No
doc_152007870.doc
ANANTA GRANITES ILKAL is a partnership firm which is well recognized in the granites sector in the national market. It was set up on 28th June 2007 and is located at Ilkal city in Bagalkot district, Karnataka it is mainly concerned with production of granite tiles of size 2*1 taking the raw material from surrounding quarries
CUSTOMER SATISFACTION AT ANANTA GRANITES
CONTENTS CONTENTS
1. Executive summary
2. Introduction to the study
3. Industry profile
4. Company Profile
5. Product Profile
6. istory of ananta !ranites
". #epartmental $tudy
Production unit
Polishin! unit
%ar&etin! departments
'r!ani(ation chart
). $cope and limitations of the study
*. '+,ectives
1-. %ethodolo!y
11.#ata analysis and Interpretation
12. .indin!s
13. $u!!estions and recommendations
14. Conclusion
15. /i+lio!rapy
16. 0nnexure
EXECUTIVE SUMMERY
CUSTOMER SATISFACTION AT ANANTA GRANITES
ANANTA GRANITES ILKAL is a partnership firm which is well
reconi!e" in the ranites sector in the national mar#et$ It was set %p on &'
th
(%ne &))*
an" is locate" at Il#al cit+ in ,aal#ot "istrict- Karnata#a it is mainl+ concerne" with
pro"%ction of ranite tiles of si!e &./ ta#in the raw material from s%rro%n"in 0%arries$
$ ANANTA GRANITES ha1e its total area of /) acres 2+ pro1i"in
emplo+ment to aro%n" &3 emplo+ees$ It is a partnership an" "oes not ha1e an+ other
2ranches$ It consist of line an" staff t+pe of orani!ation an" its reistere" office in Il#al
at S$NO$4*5A- 6lot no &- Ton"ihal ILKAL73'*/&3 in 8%n%n" tal%# of ,aal#ot "istrict$
NEED FOR THE STUDY:
The st%"+ is mainl+ con"%cte" to #now satisfaction le1el of c%stomers at
ANANTA GRANITES an" also to #now the reasons for "issatisfaction of the c%stomers
if an+$ The st%"+ is also con"%cte" to #now a2o%t the pro"%ct preferences of the
c%stomers$ Its also con"%cte" to #now a2o%t c%stomer rie1ances an" the actions to 2e
ta#en to increase the satisfaction le1el of the c%stomers$
The main o29ecti1e of the st%"+ in ANANTA GRANITES iS
• To #now the satisfactor+ le1el of c%stomers$
• To esta2lish 1ario%s strateies to enhance the satisfactor+ le1el of
c%stomer$
• To fin" o%t the reasons for the "issatisfaction of c%stomers:if an+;
• To #now the preference of c%stomer towar"s "ifferent pro"%cts of the
compan+$
• To #now at what prices c%stomers fa1or to p%rchase o%r tiles
<ata is an+ information = facts- concepts- an" sensation represente" in a
formal manner- s%ita2le for comm%nicatin- interpretin- or processin$ <ata
is the 2ase for e1er+ research wor#$ The "ata collecte" for the p%rpose of
anal+sis incl%"e 2oth primar+ an" secon"ar+ "ata$
CUSTOMER SATISFACTION AT ANANTA GRANITES
11 Primary #ata2 The primar+ "ata has 2een collecte" at first han" thro%h "irect
personnel inter1iews- %sin str%ct%re" 0%estionnaires$ The information is collecte" from
samplin from samplin that allows concentratin on c%stomers an" hence "e1otin more
ener+ to ens%re that the information collecte" is acc%rate one$ 6rimar+ "ata has 2een
collecte" "irectl+ from the respon"ents an" the proprietor of the firm$
21 $econdary #ata> I collecte" the information a2o%t the histor+ of the Granite
in"%stries with the help of Internet ser1ice$ An" I "on?t ha1e an+ secon"ar+ "ata
rear"in ANANTA GRANITES$
3esearch 4echni5ues26
Str%ct%re" @%estionnaire
6ersonal Inter1iews
Statistical Tools$ Ta2les 5 Chart
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
$amplin! 4echni5ue2
The research techni0%e %se" is Stratifie" Ran"om Metho"$
CUSTOMER SATISFACTION AT ANANTA GRANITES
After con"%ctin the s%r1e+ on C%stomer satisfaction at ANANTA GRANITES I ha1e
fo%n" that
? Most of the respon"ents 1isitin ANANTA GRANITES are ,%siness man an"
some are emplo+ees$
? most of the respon"ents are 1isitin fortnihtl+ an" some of them are 1isitin
wee#l+ an" monthl+ to ANANTA GRANITES
? Most of the respon"ents prefer price of Rs$A)7A3- nearl+ A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- an" a
nelii2le percent of the respon"ents prefer a2o1e 43 Rs$
? Most of the respon"ents p%rchase tiles from ANANTA GRANITES for f%rther
sale- an" onl+ A*B of the respon"ents p%rchase for own %se$
? Most of the respon"ents p%rchase tiles of ANANTA GRANITES for 0%alit+-
A&B for affor"a2le price- an" /4B for eas+ transport an" some of them "%e to
nearness of the firm to their place$
? Most of the respon"ents prefer / le1el an" /'B of the respon"ents prefer )
le1el an" some others prefer & le1el an" / le1el channel$
? ANANTA GRANITES is not pro1i"in an+ eDchane facilities to its
c%stomers- which means that /))B of c%stomers sai" that the+ are not ettin
an+ eDchane facilit+ from the compan+$
? /))B of the c%stomers sai" that the+ recommen" others to p%rchase$
? Most sai" frien"s infl%ence" them to p%rchase- some others sai" famil+
mem2ers an" a"s infl%ence" them an" none were infl%ence" 2+ other "ealers$
? C%stomers were satisfie" with the "eli1er+ of tiles at riht time from
ANANTA GRANITES$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? Some of the c%stomers i1e or"ers thro%h mail- A hih percentae of the
c%stomers i1e or"ers thro%h telephone- an" the rest &CB of the c%stomers
i1e or"ers 2+ "irect contact-
? Ee came to #now that some of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- most of the respon"ents sai"
that it was oo" an" onl+ /4B of respon"ents sai" it is o#$
? C%stomer satisfaction was achie1e" in respect of the 0%alit+ tiles as ANANTA
GRANITES pro"%ces si!e prescri2e" 2+ the c%stomers an" at 2etter price$
? Some of the c%stomers prefer Cats e+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers
prefer R%2+ re"- 2eca%se it is a commercial material an" is %se" in selecte"
places in so%th- 2eca%se it is %se" onl+ in ho%ses$ Most of the c%stomers prefer
Ra9eshree- 2eca%se it is also a commercial pro"%ct
? ANANTA GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai"
that ANANTA GRANITES pro1i"es cre"it facilit+ an" /CB of the
respon"ents sai" that it "oes not pro1i"e cre"it facilit+$
? All c%stomers sai" that the+ won?t face an+ pro2lems while p%rchasin the
tiles$
SUGGESSIONS AND RECOMMENDATIONS
• Most of the c%stomers are 2%siness man who p%rchases tiles for f%rther tra"inF
thro%h proper promotion of tiles it can attract more c%stomers$
• It sho%l" impro1e c%stomer relationships a 2it more$
• @%alit+ is the main strenth of ANANTA GRANITES so it sho%l" maintain it an"
tr+ to impro1e it$
• The firm nee"s to a"1ertise its pro"%cts in a proper me"ia of a"1ertisin to attract
more an" more c%stomers an" to retain its present c%stomers$
• The firm sho%l" opt latest technolo+ of pro"%ction to pro"%ce more tiles at lesser
time an" to increase its pro"%cti1it+$
CUSTOMER SATISFACTION AT ANANTA GRANITES
• The firm nee"s to attract newer sements of c%stomers so as to increase "eman"
for its pro"%cts$
CONCLUSION
• ANANTA GRANITES shares a oo" c%stomer relationship$
• As there are a lot of ranite in"%stries in Il#al ANANTA GRANITES face
immense competition$
• 8ea1+ competition has ma"e c%stomers to et conf%se" a2o%t the pro"%ct an"
e1en a2o%t the price$
INTRODUCTION TO THE STUDY
C%stomer is a person who "eman"s for the pro"%cts or ser1ices offere" 2+ the
mar#eter or s%pplier$ Ehereas the term cons%mer refers to the en" %ser of the pro"%ct or
ser1ice$ The+ ma+ or ma+ not 2e the c%stomer$
Customer Satisfatio!
• Satisfaction is a person?s feelin of pleas%re or "isappointment res%ltin
from comparin a pro"%ct?s percei1e" performance
r o%tcome; with theperformance he eDpects of it$
• Complete c%stomer satisfaction is achie1e" 2+ %n"erstan"in c%stomer
re0%irement an" "eli1erin s%perior 0%alit+ of oo"s an" ser1ices
<efinin c%stomer 1al%e an" satisfaction$ O1er A' +ears ao- 6eter <h%#er o2ser1e"
that a compan+?s first tas# is GTo create c%stomersH 8owe1er- c%stomers face a 1ast arra+
of pro"%cts an" 2ran" choices- price an" s%ppliers$ 8ow "o the+ ma#e their choicesI
Ee 2elie1e that o%r c%stomers estimate which offer will "eli1er the most 1al%e$
C%stomer 1al%e maDimi!es within the 2o%n"s rich costs an" limite" #nowle"e- whether
or not the offer li1es %p to 1al%e eDpectation affects 2oth satisfaction an" rep%rchase
pro2a2ilit+$
Customer "erei#e$ #a%ue
CUSTOMER SATISFACTION AT ANANTA GRANITES
O%r premise is that c%stomer will 2%+ from the firm that the+ see as
offerin the hihest percei1e" 1al%e :cp1; is the "ifference 2etween the prospecti1e
c%stomer?s e1al%ation of all the 2enefits an" all the costs of an offerin J the percei1e"
alternati1es$ Total c%stomer 1al%e is the percei1e" monetar+ 1al%e of the 2%n"le of
economic f%nctional an" ps+choloical 2enefits c%stomers eDpect from a i1en mar#et
offerin$
Total c%stomer cost is the 2%n"le of costs c%stomers eDpect to inc%r in
e1al%atin- o2tainin- %sin an" "isposin of the i1en mar#et offerin$
Tota% ustomer satisfatio!:
Ehether the 2%+er is satisfie" after the p%rchase "epen"s on the offer?s
performance in relation to the 2%+er?s eDpectation$ In eneral satisfaction is a persons
feelin of pleas%re or "isappointment res%ltin from compilin a pro"%cts percei1e"
6erformance
r o%tcome; in relation to his or her eDpectations$ If the performance fallsshort of eDpectations- performance matches the eDpectation- the c%stomer is satisfie"$ If
the performance eDcee"s eDpectations the c%stomer is hihl+ satisfie" or "elihte"$
The lin# 2etween c%stomer satisfaction an" c%stomer lo+alt+ is not
proportional$ S%ppose c%stomer satisfaction is rate" on a scale from one to fi1e at a 1er+
low le1el of c%stomer satisfaction :that is at le1el one;- c%stomers are li#el+ to a2an"on
the compan+ an" e1en 2a" mo%th it$ At le1els two to fo%r- c%stomer are fairl+ satisfie"
2%t still fin" it eas+ to switch when a 2etter offer comes alon$ At le1el fi1e- the c%stomer
is 1er+ li#el+ to rep%rchase an" e1en sprea" oo" wor" or "eliht creators an emotional
2on" with the 2ran" or compan+ not 9%st a rational preference$
Meas%rin satisfaction altho%h the c%stomer centere" firm see#s to create
hih c%stomer satisfaction that is not its main oal$ If the compan+ increases c%stomer
satisfaction 2+ lowerin its ser1ice the res%lt ma+ 2ee lower profits$
The compan+ ma+ 2e a2le to increase its profita2ilit+ 2+ means of other than
increase" satisfaction :for eDample- 2+ impro1in man%fact%rin processes or in1estin
more in research an" "e1elopment;$ Also the compan+ has man+ sta#e hol"ers incl%"in
emplo+ers- "ealers- s%ppliers an" stoc# hol"er spen"in more to increase C%stomer
Satisfaction miht "i1ert f%n"s from increasin the satisfaction of their GpartnersH$
Ultimatel+- the compan+ m%st operate on the philosoph+ that it is tr+in to "eli1er a hih
le1el of c%stomer satisfaction s%29ect to "eli1erin acceptin le1els of satisfaction to the
other sta#ehol"ers- i1en its total reso%rces$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Attrati!& ustomers
To"a+ c%stomers are 2ecomin har"er to please$ The+ are smarter- more
price conscio%s- more "eman"in- less fori1in an" the+ are approache" 2+ man+ more
competitors with e0%al or 2etter offers$ The challene- accor"in to (effer+ itomer is not
to pro"%ce statistical c%stomers- se1eral competitors can "o this$ The challene is to
pro"%ce "elihte" an" lo+al c%stomers$
Companies see#in to eDpan" their profits an" sales ha1e to spen"
consi"era2le time an" reso%rces searchin for new c%stomer$ To enerate lea"s the
compan+ "e1elops a"s an" places them in me"ia that will reach new prospects- it sen"s
"irect mail an" ma#es phone calls to possi2le new prospects - its sales people participate
in shows an" eDhi2itions where the+ miht fin" new lea"s an" so on$ All this acti1it+
pro"%ces a list of s%spects$
To moti1ate its emplo+ees to ser1e the c%stomers well it "ispla+s the
followin poster prominentl+ aro%n" its office$
'HO IS A CUSTOMER(
A c%stomer is the most important person e1er in this officeKK$$ In personal 2+
mail$
A c%stomer is not "epen"ent on %s KK$$ Ee are "epen"ent on him$
A c%stomer is not an interr%ption at o%r wor#KK$$ he is the p%rpose of it$
Ee are not "oin a fa1or 2+ ser1in himKK$ 8e is "oin a fa1or 2+ i1in %s the
opport%nit+ to "o so$
A c%stomer is not someone to ar%e- or match wins with$
No2o"+ e1er won an ar%ment with the c%stomer$
A c%stomer is a person who 2rins %s his wants$ Its o%r 9o2 to han"le them profita2l+
an" to o%rsel1es$
Formi!& stro!& ustomer )o!$s: t*e )asis
CUSTOMER SATISFACTION AT ANANTA GRANITES
Companies that want to form stron c%stomer 2on"s nee" to atten" to the
followin 2asics$
Get cross7 "epartmental participation in plannin an" manain the c%stomer
satisfaction an" retention process$
Interate the 1oice of the c%stomers in all 2%siness "ecisions$
Create s%perior pro"%cts- ser1ices- an" eDperiences for the taret mar#et$
Orani!e an" ma#e accessi2le a "ata2ase of information on in"i1i"%al c%stomer
nee"s- preferences- contacts- p%rchase fre0%enc+ an" satisfaction$
Ma#e it eas+ for c%stomer to reach appropriate compan+ personnel an" eDpress
their nee"s perceptions an" complaints$
Too%s for tra+i!& a!$ measuri!& ustomer
satisfatio!
? Com"%ai!t a!$ su&&estio! s,stems:
A c%stomer7 centere" orani!ation ma#es it eas+ for c%stomer to reister
s%estion an" complaints$ Some c%stomer centere" companies li#e 6JG- eneral
electric an" whirlpool esta2lish hotlines with toll few n%m2ers$ Companies are also
%sin we2 J E7mail for 0%ic# two wa+ comm%nication$
? Customer satisfatio! sur#e,s:
St%"ies show that altho%h c%stomers are "issatisfie" with one o%t of e1er+ fo%r
p%rchases- less than 3B will complain- most c%stomers will 2%+ test or switch s%ppliers$
Responsi1e compan+?s meas%re c%stomer satisfaction "irectl+ 2+ con"%ctin perio"ic
s%r1e+s while collectin c%stomer satisfaction "ata- it is also %sef%l to as# a""itional
0%estions to meas%re rep%rchase intention to meas%re the li#elihoo" or willinness to
recommen" the compan+ an" the 2ran" to others$
? Lost ustomer a!a%,sis:
Companies sho%l" contact c%stomers who ha1e switche" to another s%pplier to
learn wh+ this happene"$ Not onl+ this- it is also important to con"%ct eDit
CUSTOMER SATISFACTION AT ANANTA GRANITES
inter1iews when c%stomers first stop 2%+in- it is also necessar+ to monitor the
c%stomer lost rate$
DETERMINANTS OF CUSTOMER DELIVERED VALUE
CUSTOMER SATISFACTION AT ANANTA GRANITES
I7#8$439 P3'.I:E
Granite is one of the commo"ities- which is ha1in its own name in the international
mar#et$ There are n%m2er of ranite companies thro%ho%t In"ia which are sit%ate" in the
states of Ra9asthan- Karnata#a- G%9arat- etc$ these are one of the so%rces to the
o1ernment in the taDes as well as eDporters name in the mar#et$
C%stomer "eli1ere" 1al%e
C%stomer "eli1ere" 1al%e
Total c%stomer 1al%e
Total c%stomer 1al%e
Total c%stomer cost
Total c%stomer cost
6ro"%ct 1al%e
6ro"%ct 1al%e
Ser1ice 1al%e
Ser1ice 1al%e
6ersonnel 1al%e
6ersonnel 1al%e
Imae 1al%e
Imae 1al%e
Monetar+ cost
Monetar+ cost
Time cost
Time cost
Ener+ cost
Ener+ cost
6s+chic cost
6s+chic cost
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granites are nothin 2%t stones which are eDtracte" from raw 2loc#s- then the+
are c%t into re0%ire" si!es an" finall+ polishe" an" are ma"e as per the+ are or"ere" 2+
the c%stomers$ These are %se" for the p%rpose of "ecoratin ho%ses- "ecoratin the hotel-
"ecoratin the tom2- etc$
To"a+ in the international mar#et the nee" for ranite ha1e increase"$ The+ are
eDtracte" from earth$ As it is har" material so it re0%ires 2oth man power an" machine
power$
Granite- ineo%s roc# of 1isi2le cr+stalline formation an" teDt%re$ It is
compose" of fel"spar :%s%all+ potash fel"spar an" olioclase; an" 0%art!- with a small
amo%nt of mica :2iotite or m%sco1ite; an" minor accessor+ minerals- s%ch as !ircon-
apatite- manetite- ilmenite- an" sphene$ Granite is %s%all+ whitish or ra+ with a
spec#le" appearance ca%se" 2+ the "ar#er cr+stals$ 6otash fel"spar imparts a re" or flesh
color to the roc#$ Granite cr+stalli!es from mama that cools slowl+- "eep 2elow the
earthLs s%rface$ EDceptionall+ slow rates of coolin i1e rise to a 1er+ coarse7raine"
1ariet+ calle" pematite$ Granite- alon with other cr+stalline roc#s- constit%tes the
fo%n"ation of the continental masses- an" it is the most common intr%si1e roc# eDpose"
at the earthLs s%rface$
The specific ra1it+ of ranite ranes from &$4A to &$*3$ Its cr%shin strenth is from
/)3) to /C-))) # per s0 cm :/3-))) to &)-))) l2 per s0 in;$ Granite has reater strenth
than san"stone- limestone- an" mar2le an" is correspon"inl+ more "iffic%lt to 0%arr+$ It
is an important 2%il"in stone- the 2est ra"es 2ein eDtremel+ resistant to weatherin$
I743'#8C4I'7 4' ;307I4E$
@%arr+in ranite for the Mormon Temple- Utah Territor+$ The ro%n" is strewn
with 2o%l"ers an" "etache" masses of ranite- which ha1e fallen from the walls of Little
Cottonwoo" Can+on$ The 0%arr+in consists of splittin %p the 2loc#s
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite
rono%nce"; is a common an" wi"el+ occ%rrin t+pe of intr%si1e- felsic-ineo%s roc#$ Granite has a me"i%m to coarse teDt%re- occasionall+ with some in"i1i"%al
cr+stals larer than the ro%n"mass formin a roc# #nown as porph+r+$ Granites can 2e
pin# to "ar# ra+ or e1en 2lac#- "epen"in on their chemistr+ an" mineralo+$ O%tcrops
of ranite ten" to form tors- an" ro%n"e" massifs$ Granites sometimes occ%r in circ%lar
"epressions s%rro%n"e" 2+ a rane of hills- forme" 2+ the metamorphic a%reole or
hornfels$
Granite is nearl+ alwa+s massi1e :lac#in internal str%ct%res;- har" an" to%h- an"
therefore it has aine" wi"esprea" %se as a constr%ction stone$ The a1erae "ensit+ of
ranite is &$*3 5cm
A
an" its 1iscosit+ at stan"ar" temperat%re an" press%re is MC$3 N /)
/O
6aPs
Q/R
The wor" ranite comes from the Latin granum- a rain- in reference to the
coarse7raine" str%ct%re of s%ch a cr+stalline roc#$
Granite is classifie" accor"in to the @A6F "iaram for coarse raine" pl%tonic
roc#s :ranitoi"s; an" is name" accor"in to the percentae of 0%art!- al#ali fel"spar
rthoclase- sani"ine- or microcline; an" plaioclase fel"spar on the A7@76 half of the"iaram$ Tr%e ranite accor"in to mo"ern petroloic con1ention contains 2oth
plaioclase an" al#ali fel"spars$
Ehen a ranitoi" is "e1oi" or nearl+ "e1oi" of plaioclase the roc# is referre" to
as al#ali ranite$ Ehen a ranitoi" contains S/)B orthoclase it is calle" tonaliteF
p+roDene an" amphi2ole are common in tonalite$ A ranite containin 2oth m%sco1ite
an" 2iotite micas is calle" a 2inar+ or two-mica ranite$ Two7mica ranites are t+picall+
hih in potassi%m an" low in plaioclase- an" are %s%all+ S7t+pe ranites or A7t+pe
ranites$ The 1olcanic e0%i1alent of pl%tonic ranite is rh+olite$ Granite has poor primar+
permea2ilit+ 2%t stron secon"ar+ permea2ilit+$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Chemical composition
A worl"wi"e a1erae of the a1erae proportion of the "ifferent chemical
components in ranites- in "escen"in or"er 2+ weiht percent- is>
Q&R
• SiO& T *&$)CB
• Al&OA T /C$C&B
• K&O T C$/&B
• Na&O T A$4OB
• CaO T /$'&B
• FeO T /$4'B
• Fe&OA T /$&&B
• MO T )$*/B
• TiO& T )$A)B
• 6&O3 T )$/&B
• MnO T )$)3B
,ase" on &C'3 anal+ses$
Ourre!e
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite is c%rrentl+ #nown onl+ on Earth where it forms a ma9or part of
continental cr%st$ Granite often occ%rs as relati1el+ small- less than /)) #mU stoc# masses
:stoc#s; an" in 2atholiths that are often associate" with oranic mo%ntain ranes$ Small
"i#es of ranitic composition calle" haplites are often associate" with the marins of
ranitic intr%sions$ In some locations 1er+ coarse7raine" pematite masses occ%r with
ranite.
Granite has 2een intr%"e" into the cr%st of the Earth "%rin all eoloic perio"s- altho%h
m%ch of it is of 6recam2rian ae$ Granitic roc# is wi"el+ "istri2%te" thro%ho%t the
continental cr%st of the Earth an" is the most a2%n"ant 2asement roc# that %n"erlies the
relati1el+ thin se"imentar+ 1eneer of the continents$
Ori&i!
CUSTOMER SATISFACTION AT ANANTA GRANITES
Granite is an ineo%s roc# an" is forme" from mama$ Granitic mama has man+
potential oriins 2%t it m%st intr%"e other roc#s$ Most ranite intr%sions are emplace" at
"epth within the cr%st- %s%all+ reater than /$3 #ilometers an" %p to 3) #m "epth within
thic# continental cr%st$ The oriin of ranite is contentio%s an" has le" to 1arie" schemes
of classification$ Classification schemes are reionalF there is a French scheme- a ,ritish
scheme an" an American scheme$ This conf%sion arises 2eca%se the classification
schemes "efine ranite 2+ "ifferent means$ Generall+ the Lalpha2et7so%pL classification is
%se" 2eca%se it classifies 2ase" on enesis or oriin of the mama$
;eochemical ori!ins
Granitoi"s are a %2i0%ito%s component of the cr%st$ The+ ha1e cr+stalli!e" from mamas
that ha1e compositions at or near a e%tectic point
r a temperat%re minim%m on acotectic c%r1e;$ Mamas will e1ol1e to the e%tectic 2eca%se of ineo%s "ifferentiation- or
2eca%se the+ represent low "erees of partial meltin$ Fractional cr+stalli!ation ser1es to
re"%ce a melt in iron- manesi%m- titani%m- calci%m an" so"i%m- an" enrich the melt in
CUSTOMER SATISFACTION AT ANANTA GRANITES
potassi%m an" silicon 7 al#ali fel"spar :rich in potassi%m; an" 0%art! :SiO&;- are two of
the "efinin constit%ents of ranite$
This process operates rear"less of the oriin of the parental mama to the
ranite- an" rear"less of its chemistr+$ 8owe1er- the composition an" oriin of the
mama which "ifferentiates into ranite- lea1es certain eochemical an" mineral
e1i"ence as to what the raniteLs parental roc# was$ The final mineralo+- teDt%re an"
chemical composition of a ranite is often "istincti1e as to its oriin$ For instance- a
ranite which is forme" from melte" se"iments ma+ ha1e more al#ali fel"spar- whereas a
ranite "eri1e" from melte" 2asalt ma+ 2e richer in plaioclase fel"spar$ It is on this 2asis
that the mo"ern Valpha2etV classification schemes are 2ase"$
0scent and emplacement
The ascent an" emplacement of lare 1ol%mes of ranite within the %pper
continental cr%st is a so%rce of m%ch "e2ate amonst eoloists$ There is a lac# of fiel"
e1i"ence for an+ propose" mechanisms- so h+potheses are pre"ominantl+ 2ase" %pon
eDperimental "ata$ There are two ma9or h+potheses for the ascent of mama thro%h the
cr%st>
• Sto#es <iapir
• Fract%re 6ropaation
Of these two mechanisms- Sto#es "iapir was fa1ore" for man+ +ears in the a2sence of a
reasona2le alternati1e$ The 2asic i"ea is that mama will rise thro%h the cr%st as a sinle
mass thro%h 2%o+anc+$ As it rises it heats the wall roc#s- ca%sin them to 2eha1e as a
power7law fl%i" an" th%s flow aro%n" the pl%ton allowin it to pass rapi"l+ an" witho%t
ma9or heat loss :Eein2er- /OOC;$ This is entirel+ feasi2le in the warm- "%ctile lower
cr%st where roc#s are easil+ "eforme"- 2%t r%ns into pro2lems in the %pper cr%st which is
far col"er an" more 2rittle$ Roc#s there "o not "efor eDpen" far too m%ch ener+ in
heatin wall roc#s- th%s coolin an" soli"if+in 2efore reachin hiher le1els within the
cr%st$
CUSTOMER SATISFACTION AT ANANTA GRANITES
Nowa"a+s fract%re propaation is the mechanism preferre" 2+ man+ eoloists as
it larel+ eliminates the ma9or pro2lems of mo1in a h%e mass of mama thro%h col"
2rittle cr%st$ Mama rises instea" in small channels alon self7propaatin "+#es which
form alon new or pre7eDistin fa%lt s+stems an" networ#s of acti1e shear !ones
:Clemens- /OO';
Q4R
$ As these narrow con"%its open- the first mama to enter soli"ifies an"
pro1i"es a form of ins%lation for later mama$
Granitic mama m%st ma#e room for itself or 2e intr%"e" into other roc#s in or"er to
form an intr%sion- an" se1eral mechanisms ha1e 2een propose" to eDplain how lare
2atholiths ha1e 2een emplace">
• Stoppin- where the ranite crac#s the wall roc#s an" p%shes %pwar"s as it
remo1es 2loc#s of the o1erl+in cr%st
• Assimilation- where the ranite melts its wa+ %p into the cr%st an" remo1es
o1erl+in material in this wa+
• Inflation- where the ranite 2o"+ inflates %n"er press%re an" is in9ecte" into
position
Most eoloists to"a+ accept that a com2ination of these phenomena can 2e %se" to
eDplain ranite intr%sions- an" that not all ranites can 2e eDplaine" entirel+ 2+ one or
another mechanism$
7atural 3adiation
Granite is a nat%ral so%rce of ra"iation- li#e most nat%ral stones$ 8owe1er- some
ranite has 2een reporte" to ha1e hiher ra"ioacti1it+ there2+ raisin some concerns
a2o%t their safet+$
Some ranites contain aro%n" /) to &) parts per million of %rani%m$ ,+ contrast-
more mafic roc#s s%ch as tonalite- a22ro or "iorite ha1e / to 3 ppm %rani%m- an"
limestones an" se"imentar+ roc#s %s%all+ ha1e e0%all+ low amo%nts$ Man+ lare ranite
pl%tons are the so%rces for palaeochannel7hoste" or roll front %rani%m ore "eposits- where
the %rani%m washes into the se"iments from the ranite %plan"s an" associate"- often
CUSTOMER SATISFACTION AT ANANTA GRANITES
hihl+ ra"ioacti1e- pematites$ Granite co%l" 2e consi"ere" a potential nat%ral
ra"ioloical ha!ar" as- for instance- 1illaes locate" o1er ranite ma+ 2e s%scepti2le to
hiher "oses of ra"iation than other comm%nities$ Cellars an" 2asements s%n# into soils
o1er ranite can 2ecome a trap for ra"on as- which is hea1ier than air an" is forme" 2+
the "eca+ of %rani%m$ Ra"on can also 2e intro"%ce" into ho%ses 2+ wells "rille" into
ranite$ Ra"on as poses sinificant health concerns- an" is the W& ca%se of l%n cancer in
the US 2ehin" smo#in
8owe1er- in the ma9orit+ of cases- altho%h ranite is a sinificant so%rce of
nat%ral ra"iation as compare" to other roc# it is not tho%ht an ac%te health threat or
sinificant factor
Xario%s reso%rces from national eoloical s%r1e+ orani!ations are accessi2le
online to assist in assessin the ris# factors in ranite co%ntr+ an" "esin r%les relatin- in
partic%lar- to pre1entin acc%m%lation of ra"on as in enclose" 2asements an" "wellins$
VA st%"+ of Granite Co%ntertops 2+ National 8ealth an" Enineerin Inc of USA
Q/R- %n"erta#en in No1em2er- &))' howe1er- "i" not fin" a sinle ranite that poses an+
health ris#$ @%antities of ra"on an" ra"iation emitte" 2+ stones incl%"e" in the anal+sis
all fell well 2elow a1erae o%t"oor 2ac#ro%n" le1els that are commonl+ fo%n" in the
Unite" States$ Scientists con"%cte" more than C)) tests of //3 "ifferent 1arieties of
ranite co%ntertops- incl%"in stones cite" in me"ia reports as 2ein potentiall+
pro2lematic$ The stones teste" incl%"e t+pes of ranite that comprise approDimatel+ ')
percent of the ann%al U$S$ mar#et share for ranite co%ntertops- 2ase" on the most recent
mar#et "ata a1aila2le$V
The Re" 6+rami" of E+pt :c$&4th cent%r+ ,C;- name" for the liht crimson h%e
of its eDpose" ranite s%rfaces- is the thir" larest of E+ptian p+rami"s$ Men#a%reLs
6+rami"- li#el+ "atin to the same era- was constr%cte" of limestone an" ranite 2loc#s$
The Great 6+rami" of Gi!a :c$&3') ,C; contains a h%e ranite sarcopha%s fashione" of
VRe" Aswan Granite$V The mostl+ r%ine" ,lac# 6+rami" "atin from the rein of
Amenemhat III once ha" a polishe" ranite p+rami"ion or capstone- now on "ispla+ in
CUSTOMER SATISFACTION AT ANANTA GRANITES
the main hall of the E+ptian M%se%m in Cairo :see <ahsh%r;$ Other %ses in Ancient
E+pt incl%"e col%mns- "oor lintels- sills- 9am2s- an" wall an" floor 1eneer$
Q//R
8ow the
E+ptians wor#e" the soli" ranite is still a matter of "e2ate$
<r$ 6atric# 8%nt
Q/&R
has post%late" that the E+ptians %se" emer+ shown to ha1e
hiher har"ness on the Mohs scale$
Man+ lare 8in"% temples in so%thern In"ia- partic%larl+ those 2%ilt 2+ the //th
cent%r+ #in Ra9ara9a Chola I- were ma"e of ranite$ There is a lare amo%nt of ranite in
these str%ct%res$ The+ are compara2le to the Great 6+rami" of Gi!a$
Xario%s reso%rces from national eoloical s%r1e+ orani!ations are accessi2le
online to assist in assessin the ris# factors in ranite co%ntr+ an" "esin r%les relatin- in
partic%lar- to pre1entin acc%m%lation of ra"on as in enclose" 2asements an" "wellins$
VA st%"+ of Granite Co%ntertops 2+ National 8ealth an" Enineerin Inc of USA
Q/R- %n"erta#en in No1em2er- &))' howe1er- "i" not fin" a sinle ranite that poses an+
health ris#$ @%antities of ra"on an" ra"iation emitte" 2+ stones incl%"e" in the anal+sis
all fell well 2elow a1erae o%t"oor 2ac#ro%n" le1els that are commonl+ fo%n" in the
Unite" States$ Scientists con"%cte" more than C)) tests of //3 "ifferent 1arieties of
ranite co%ntertops- incl%"in stones cite" in me"ia reports as 2ein potentiall+
pro2lematic$ The stones teste" incl%"e t+pes of ranite that comprise approDimatel+ ')
percent of the ann%al U$S$ mar#et share for ranite co%ntertops- 2ase" on the most recent
mar#et "ata a1aila2le$V
%odern /uildin!
Granite has 2een eDtensi1el+ %se" as a "imension stone an" as floorin tiles in
p%2lic an" commercial 2%il"ins an" mon%ments$ ,eca%se of its a2%n"ance- ranite was
commonl+ %se" to 2%il" fo%n"ations for homes in New Enlan"$ The Granite Railwa+-
AmericaLs first railroa"- was 2%ilt to ha%l ranite from the 0%arries in @%inc+-
Massach%setts- to the Neponset Ri1er in the /'&)s$ Eith increasin amo%nts of aci" rain
in parts of the worl"- ranite has 2e%n to s%pplant mar2le as a mon%ment material- since
CUSTOMER SATISFACTION AT ANANTA GRANITES
it is m%ch more "%ra2le$ 6olishe" ranite is also a pop%lar choice for #itchen co%ntertops
"%e to its hih "%ra2ilit+ an" aesthetic 0%alities$
C%rlin stones are tra"itionall+ fashione" of Ailsa Crai ranite$ The first stones
were ma"e in the /*3)s- the oriinal so%rce 2ein Ailsa Crai in Scotlan"$ ,eca%se of the
partic%lar rarit+ of the ranite- the 2est stones can cost as m%ch as USY/-3))$ ,etween
4)=*) percent of the stones %se" to"a+ are ma"e from Ailsa Crai ranite- altho%h the
islan" is now a wil"life reser1e an" is no loner %se" for 0%arr+in$
Q/CR
In the field of En!ineerin!
Enineers ha1e tra"itionall+ %se" polishe" ranite s%rfaces to esta2lish a plane of
reference- since the+ are relati1el+ imper1io%s an" infleDi2le$ San"2laste" concrete with a
hea1+ areate content has an appearance similar to ro%h ranite- an" is often %se" as a
s%2stit%te when %se of real ranite is impractical$ A most %n%s%al %se of ranite was in
the constr%ction of the rails for the 8a+tor Granite Tramwa+- <e1on- Enlan"- in /'&)$
Gra!ite resoures of +ar!ata+a
Karnata#a is en"owe" with rich 1arieties of reso%rces$ ApproDimatel+ one h%n"re"
1arieties of roc#s are a1aila2le in #arnata#a$ Granite with pleasin teDt%res an" color
apart from the attracti1e neisses- mimatites an" so2er "+#e roc#s are a2%n"antl+
a1aila2le$
Geomorpholoicall+ the in1estiations ha1e in"icate" the a1aila2ilit+ of
ornamental ranite is in the "istricts of ,analore- m+sore- chamara9naar- t%m#%r- #olar-
2ellar+- raich%r- #oppal- 2aal#ot- hassan- chic#maal%r an" "a#shina #anna"a$ Important
a1aila2le 1arieties are pin# ranite- m%lti colo%r ranite- 2lac# ranite- 8assan reen-
ranite porpher+- s+nites- horn2len"e ranite- re+ ranite$ The+ ha1e pleasin colo%r
%niformit+ in teDt%re an" str%ct%re- a2ilit+ to ta#e polish- a2ilit+ to +iel" thin an" lare
sla2 on c%ttin are some important properties of ranites$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? ,ANGALORE <ISTRICT
/$ Kana#p%ra tal%# 6in# m%lticolore"
&$ Maa"i tal%# Gneiss
A$ Ramnaaram tal%# 6in#- m%lti colo%r neiss
C$ Nelamanala tal%# 6in#- m%lti neiss
? <harwa" "istrict
/$ Shiratti tal%# Gre+ ranite
&$ Ron tal%# ,rownish proph+r+
? G%l2ara "istrict
/$ Shahp%r tal%# 6in# ranite
&$ Shorap%r tal%# 6in# an" ra+ish pin#
? 8assan "istrict
/$ ,el%r tal%# <+#e
&$ 8assan tal%# <+#e
? Kolar "istrict
/$ G%"i2han"a tal%# Gre+ ranite
&$ ,hintamani tal%# Gre+ ranite
A$ ,anarapet tal%# Gre+ ranite- <+#e
? M+sore "istrict
/$ Chamara9anaar tal%# <+#e
&$ MM hills tal%# <+#e
A$ 6eri+apatna tal%# Zellow ranite
C$ TN p%ra tal%# Zellow ranite
? ,ellar+ "istrict
/$ Te##al#ot tal%# 6in# ranite- Gre+
&$ Sina"e1anahalli 6in# ranite- Gre+
? ,aal#ot "istrict
A$ 8%n%n" tal%# 6in# ranite- m%lti
Colore" ranite J catse+e
? Koppal "istrict
/$ Koppal tal%# 6in#
&$ Zel2%ra tal%# 6orpher+ reen ranite
6in#- re+ J 2lac# ranite
J pin# neiss
? Chitra"%ra "istrict
CUSTOMER SATISFACTION AT ANANTA GRANITES
/$ Chitra"%ra "istrict Gre+ ranite
COM-ANY -ROFILE
ANANTA GRANITES is a man%fact%rer of ranite tiles- it sales all t+pes of ranite tiles
in the national mar#et$
7ame of the .I3% > ANANTA GRANITES
cation > S$NO$4*5A-6lot no$&- Ton"ihal
ILKAL7 3'* /&3
<ist> ,aal#ot :Karnata#a;
T0 > 8%na%n"
4in > &O&A)*C/)/C
4elephone > O''4A)'AA3- OCC'O/A*&A
4ype of unit > 6artnership firm
9ear of Esta+lishment > &))*
4otal area covered > /4))) s0$ft
7um+er of employees > &)
0pproximate production p.a > /&)))) tiles p$a
0pproximate sales p.a > /)))))7//)))) tiles p$a
4otal customers > /))B national oriente"
Present turn over > 4$3 7 * la#hs p$m
Competitors > Rah%l Granites- 6oo9a Granites
%ana!in! #irector > Mr$ Mohan cha1an
CUSTOMER SATISFACTION AT ANANTA GRANITES
<I$I'7
The 1ision of the firm is to 2e one of the most o%tstan"in companies in the national
mar#et an" to ren"er maDim%m satisfaction to c%stomers 2+ pro1i"in 0%alitati1e tiles$
%I$$I'7
The firm?s mission is to 2e a mar#et lea"er an" to eDtract maDim%m mar#et share
An" to "e1elop newer- 2etter an" more efficient oo"s in this inno1ati1e an" challenin
en1ironment
CUSTOMER SATISFACTION AT ANANTA GRANITES
-RODUCT LINE
ANANTA GRANITES sales all the 1arieties of ranite tiles an" is one of the
lea"in man%fact%rin concern of ranite tiles in Il#al$
NAME: MUDGHAL GREY SLA.
COLOR: GREY 'ITH .LAC/ S-OTS
SI0E: AS -ER CUSTOMER S-ECIFICATION
NAME: RA1ESHREE
COLOR: -IN/
SI0E: AS -ER CUSTOMER S-ECIFICATION
CUSTOMER SATISFACTION AT ANANTA GRANITES
NAME: RU.Y RED
COLOR: RED
SI0E: AS -ER CUSTOMER S-ECIFICATION
NAME: CATS EYE
COLOR: .RO'N
SI0E: AS -ER CUSTOMER S-ECIFICATION
CUSTOMER SATISFACTION AT ANANTA GRANITES
I$4'39 '. 070740 ;307I4E$
I743'#8C4I'72
ANANTA GRANITES is a 6artnership firm is 1er+ well #nown in the fiel" of
ranites in the national mar#et$ It was set %p in &'th (%ne &))* an" is locate" at Il#al cit+
in ,aal#ot "istrict$
ANANTA GRANITES mainl+ concentrates in the pro"%ction of 8imala+an 2l%e- m%"al
re+- catse+e- ra9eshree etc$ Il#al has 2ecome famo%s in the national an" international
mar#et 2eca%se of ranites eDporte" with pro"%ction of ranite tiles ta#in the raw
material from s%rro%n"in 0%arries$
ANANTA GRANITES has starte" with C partners that is Mr$ Mohan- Mr$ Naara9- Mr$
Ra9% an" Mr M%nna an" all of them are acti1e partners$ The pro"%ction is /&)))) tiles
approDimatel+ per ann%m with the t%rno1er of *-))-))) per month$ Now a "a+ the
"eman" for ranites is increasin at a hih spee"$
Followin are some of the Granites Factories with 6rofile
Factories Zear of
esta2lishment
Initial
in1estment
No of
emplo+ees
6ro"%ction
per ann%al
T%rno1er
Poo,a
!ranites
&))* /$& La#hs &) A'C))s0ft /-A&-))-)))
$a&a
;ranites
/OO& A3 La#hs A) A))))s0ft 33-))-)))
7etravati
tiles
Industries
&))/ ') La#hs C) /CC)) c% mt /)-))-))-)))
CUSTOMER SATISFACTION AT ANANTA GRANITES
43'::9
This Trolle+ ta#es the raw 2loc#s to the C%ttin machine to c%t them into tiles$
E$40/:I$%E742
The fo%r partners as mentione" a2o1e esta2lishe" ANANTA GRANITES on &'
th
(%ne &))* an" starte" pro"%ction from /O
th
a%%st &))* with /3 emplo+ees in Il#al cit+
which is s%rro%n"e" 2+ nearl+ /3) ranite factories not onl+ in Il#al 2%t also near 2+
1illaes$
'/=EC4I<E2
O29ecti1e refers to the 2asic i"ea an" oal with which an+ firm is
esta2lishe"$ Ee can e1en sa+ it is a reason 2ehin" the esta2lishment of an+ firm$ An" as
we #now it 1er+ well that e1er+ firm has one or the other o29ecti1e 2ehin" its
esta2lishment- in the same wa+ 6oo9a ranite In"%stries is also esta2lishe" with an
o29ecti1e to pro1i"e [oo" 0%alit+ of ranite sla2s with reasona2le price as per the
stan"ar"s an" specifications pro1i"e" 2+ the c%stomers an" to contri2%te to the social
welfare of the societ+?$
CUSTOMER SATISFACTION AT ANANTA GRANITES
:'C04I'72
Location is an+ area where the in"%str+ or firm is set %p to carr+ o%t
its acti1ities more con1enientl+ an" economicall+$ Location of an+ firm pla+s an
important role in controllin costs or eDpenses$ A firm m%st 2e locate" in an area where
the transport facilit+- power facilit+- etc is easil+ a1aila2le$
ANANTA GRANITES is locate" near 2+ hihwa+ which connects to "ifferent
citiesF power facilit+ is also ma"e at wor# place with oo" infrastr%ct%re facilit+$ The
compan+ is also pro1i"in accommo"ation to its emplo+ees with lihts an" fans facilit+$
In short we can sa+ that the firm pro1i"es 1er+ health+ an" li1el+ en1ironment to wor#-
which we can sa+ is an i"eal wor#in en1ironment for an+ emplo+ee to wor# in the firm$
The firm has separate office for 2%siness transactions an" sometimes
"%rin the eDcess pro"%ction of tiles the+ are store" in office also$ There are separate
0%arters for emplo+ees to resi"e$
C0PI40:2
Capital means a 2%siness?s total amo%nt of mone+ an" propert+ meant for %se
in wa+s or acti1ities that are inten"e" to pro"%ce wealth$ Capital is nothin 2%t the
finance or f%n"s in1este" an" re0%ire" to r%n a 2%siness$ It is 1er+ well sai" that capital is
the life 2loo" of an+ 2%siness firm$ An" we #now it 1er+ well that it is hihl+ impossi2le
to r%n a 2%siness witho%t capital$ So capital pla+s 1er+ important role an" nee" 1er+ oo"
#nowle"e an" eDperience to ma#e capital in1estment "ecisions$
ANANTA GRANITES in1este" Rs$ /$3) crore initiall+ an" so%rces %se" to raise
the f%n"s were from 2an#s an" own f%n"s$ The firm raise" 43B of its total capital from
2an#s an" the remainin f%n"s from in"ieno%s len"ers an" owne" f%n"s$ The firm has
in1este" Rs$') la#hs for plant an" machineries$ Each machiner+ cost Rs$/3 la#hs$ The
compan+ maintains stoc# of raw materials worth Rs$A) la#hs an" finishe" oo"s worth
Rs$&3 la#hs$ The firm maintains wor#in capital of Rs$C) la#hs per +ear$
CUSTOMER SATISFACTION AT ANANTA GRANITES
.I>E# 0$$E4$2
The in1estment ma"e in the fiDe" assets that are re0%ire" for permanent
%se in the enterprise$ FiDe" assets are nothin 2%t the immo1a2le propert+ relate" to
2%siness acti1it+- which is owne" 2+ the firm$ These fiDe" assets incl%"e lan" an"
2%il"in- plant an" machineries- etc$
ANANTA GRANITES has its own lan" an" 2%il"in to carr+ o%t its
2%siness acti1ities$ The firm has also in1este" Rs$') la#hs in plant an" machineries$ The
firm owns A machines each cost Rs$/3 la#hs$ An" it also has A polishin machines each
cost of Rs$/))))) i$e$ Rs$ A)))))$ The o%tp%t i1en 2+ each machine is /&)))) s0ft per
month$ An" it has one e"e c%ttin machine costin &)))))$
%07P'?E32
In manpower the entreprene%r ens%res that he has the riht n%m2er of people an"
riht #in" of people with appropriate s#ills at the riht place an" the riht time to
"o wor# for which the+ are economicall+ most s%ita2le$ Manpower means h%man
reso%rce that is emplo+ees- which constit%tes the heart an" so%l of an+ 2%siness$
8%man reso%rces are the real assets of an+ firm$
Ehen as#e" to one of the well #nown 2%sinessman rear"in the
importance of man power- he sharpl+ answere" that [ta#e awa+ all m+ mone+- ta#e awa+
all m+ immo1a2le propert+- ta#e awa+ m+ entire 2%siness- ta#e awa+ e1er+thin 2%t
lea1e onl+ m+ emplo+ees 2eca%se if the+ are there with me I can re2%il" m+ 2%siness-
which will 2e more stroner than this one as we #now man power is the #e+ reso%rce to
an+ 2%siness$
ANANTA GRANITES pro1i"es emplo+ment to &) emplo+ees- which incl%"es
personal acco%ntant- pro"%ction manaer- sales manaer- machine operator- etc$ It ma#es
pa+ment to its emplo+ees on monthl+ 2asis$ Manaer ets his salar+ on monthl+ 2asis$
Acco%ntant ets fiDe" amo%nt for preparin the acco%nts$ An" the rest of the emplo+ees
CUSTOMER SATISFACTION AT ANANTA GRANITES
ets fiDe" amo%nt of waes on monthl+ 2asis$ The compan+ "i1i"es the wor# of &)
emplo+ees in & shifts$ The first shift is from mornin /) to e1enin '- an" it consists of
/) wor#ers$ The secon" shift is from niht ' to mornin 4- an" it consists of remainin /)
wor#ers$
403;E4 C8$4'%E3$2
Taret c%stomers are the act%al c%stomers- who form a partic%lar sement of
the mar#et an" these c%stomers pro"%ce pro"%cts #eepin in min" the re0%irements an"
the stan"ar"s specifie"$
The taret c%stomers of ANANTA GRANITES are pro9ects li#e Shoppin
malls- Apartments- %se" in temples etc$
I7<E74'392
In1entor+ refers to those oo"s which are hel" for e1ent%al sale 2+ the
2%siness enterprise$ In other wor"s in1entories are stoc#s of the pro"%ct a firm is
man%fact%rin for sale an" components that ma#e %p the pro"%ct$ Th%s in1entories form
a lin# 2etween the pro"%ction an" sale of pro"%ct$ In1entor+ is nothin 2%t maintainin
the stoc# of the raw materials an" other re0%ire" materials to carr+ o%t pro"%ction
acti1ities$ In1entor+ pla+s 1er+ important role to carr+ o%t the pro"%ction acti1it+
contin%o%sl+ an" to meet the increasin "eman"s of the c%stomers at an+ time$
ANANTA GRANITES maintains the stoc# of raw materials worth Rs$
A3 la#hs- stoc# of finishe" oo"s worth Rs$ &3 la#hs an" the wor#in capital is A3 la#hs$
CUSTOMER SATISFACTION AT ANANTA GRANITES
#I$43I/84I'7 C077E:
6ro"%ction is for cons%mption$ 8a1in pro"%ce" the pro"%cts these nee" to 2e
ma"e a1aila2le to the final %sers of the pro"%ct i$e$ the cons%mers scattere" in lare
eoraphical areas$ Since man+ a times it 2ecomes eDtremel+ "iffic%lt if not impossi2le
to reach the c%stomers on its own the firm nee"s the help of mar#etin interme"iaries li#e
wholesalers an" retailers to reach their pro"%cts to the final c%stomers$ These
interme"iaries ser1e as channels to reach the pro"%cts to the c%stomers$ Networ# or
"istri2%tion channel is the process or steps %n"erta#en 2+ the firm- which incl%"es the
mo1ement of finishe" oo"s from pro"%ction point to the cons%mption that is to the final
cons%mers$
Since from its inception ANANTA GRANITES follows the "irect
mar#etin as well as / le1el channel$
The firm sells its pro"%cts "irectl+ to c%stomers or thro%h "ealers- to the far places li#e
,analore- <elhi- Kol#ata- Chennai- Kerala- S%rat- etc$ This is how the firm "istri2%tes its
pro"%cts an" reaches the final c%stomers$
Man%fact%rin
C%stomer <ealers
C%stomer
Man%fact%rin
CUSTOMER SATISFACTION AT ANANTA GRANITES
P3'#8C4I'7
6ro"%ction "eals with the relationship 2etween the inp%t an" o%tp%t$ The
process incl%"es the 2lastin of raw roc#s an" ma#in from into the fine 2loc#s- which
are rea"+ to eDport- an" polishin p%rpose$ The raw materials- which are left after ma#in
the 2loc#s- are store" in a %nwante" place an" this place is calle" as "%mp +ar" the
"istance 2etween the "%mp +ar" an" the pro"%ction place sho%l" 2e )$3 #m to &#m$
The compan+ p%rchases raw 2loc#s from 0%arries an" c%t them in to fine
tiles an" after c%ttin the tiles are sent to polishin %nit- these polishe" tiles are store" in a
o"own an" are rea"+ to sell$ @%alit+ with affor"a2le price is the main motto of
ANANTA GRANITES$
The compan+ is mainl+ pro"%cin pin# ra9eshree- r%2+ re"- m%"al re+-
an" other a1aila2le colors of tiles$
6ro"%ction process is carrie" on hih technolo+ machines etc were these
machines cost aro%n" ') la#hs$
CUSTOMER SATISFACTION AT ANANTA GRANITES
30? %04E3I0:
ANANTA GRANITES p%rchases all its raw materials from the s%pplier?s at
,ALKUN<I
CUSTOMER SATISFACTION AT ANANTA GRANITES
C844I7; %0CI7E
There are totall+ A main c%ttin machines in the compan+$ These are water c%ttin
machines$ These machines c%t the raw 2loc#s into tiles of partic%lar si!e specifie" 2+ the
c%stomers$ The followin are the "ifferent si!es of tiles$
:en!th and +readth
The tiles si!e is two 2+ one feet of all the tiles
CUSTOMER SATISFACTION AT ANANTA GRANITES
P':I$I7; 87I4
In ANANTA GRANITES there are totall+ A polishin %nits$ Each %nit costin nearl+ /3
la#hs r%pees$
The polishe" ranites tiles are pac#e" in a s+stematic manner to a1oi" the
2rea#ae of tiles$ Then these are rea"+ for eDport to national an" international mar#et$
There are no of wor#ers wor#in in the polishin factor+$ The wor#ers are
"i1i"e" on their wor# "one- c%ttin men is separate one who has eDperience in c%ttin the
2loc#s the polishin wor#er is 2een appointe" separatel+ for polishin the ranite tiles$
The polishin process re0%ire" hih techni0%e machineries for c%ttin an"
polishin$ The water is re0%ire" in the c%ttin an" si!in the ranite tiles$
CUSTOMER SATISFACTION AT ANANTA GRANITES
%03@E4I7; #EP034%E74$
%ar&etin! mana!ement in 070740 ;307I4E$.
Mar#etin is a philosoph+ of cons%mer oriente" 1ent%re in which manaers
ma#e "ecisions to ass%re c%stomer satisfaction as their top priorit+ an" it?s a total s+stem
of interactin 2%siness acti1ities "esine" to plan- price- promote an" "istri2%te want
satisf+in pro"%cts an" ser1ices to present the potential c%stomers$
G'+,ectivesA
1. To %n"erstan" the importance of mar#etin in ANANTA GRANITES$
2. To forecast the f%t%re "eman" of tiles$
3. To i"entif+ taret mar#ets$
4. To i"entif+ the common mar#etin pro2lem face" 2+ the compan+$
5. To i"entif+ the mar#etin process of the compan+$
6. To %n"erstan" the sinificance of ser1ice mar#etin$
". To i"entif+ the pre1ailin eDport en1ironment an" proce"%res- formalities- an"
"oc%mentation re0%ire" for eDports$
Importance of %ar&etin!
/$ It is totall+ "epen"s on personal efforts an" reso%rces- ma#in it informal an"
fleDi2le$
&$ To i"entif+ c%stomer nee"s an" wants
A$ Satisf+in the c%stomer nee"s an" wants of the c%stomer$
C$ Un"erstan"in the pre1ailin mar#et con"itions$
Pro+lems faced +y the company
CUSTOMER SATISFACTION AT ANANTA GRANITES
1.
cal and limited mar&et2 The Compan+ is facin mar#etin pro2lem in localan" limite" mar#et "%e to more competition$
2. eavy competition2 "%e to hea1+ competition it has 2ecame "iffic%lt to attract
c%stomers$
3. :ac& of sales force2 The Compan+ cannot affor" to maintain a well7oile" 2eca%se
of sellin eDpense will 2e increasin$
4. :ac& of transportation2 In this area we are not ot the all transportation
facilities- we ha1e %sin onl+ roa" transport$
%ar&etin! mix elements2
There are n%m2er of aspects in1ol1e" in mar#etin a pro"%ct$ Some of them
are controlla2le an" others are %ncontrolla2le$ It is the com2ination of C 6?s 1i!
? 6ro"%ct
? 6rice
? 6romotion
? 6lace
• Product2
CUSTOMER SATISFACTION AT ANANTA GRANITES
The pro"%ct consists of the policies an" proce"%res relatin to the
pro"%ct times to 2e offere" an" ser1ices to 2e ren"ere"$ It also incl%"es research
an" "e1elopment prorammes an" the new pro"%ct polic+$ It incl%"es e1er+thin
a c%stomer ets "esin- 0%alit+- pac#ain$
ANANTA GRANITES "esin on the 2asis of c%stomer or"er an" compan+
preparin "ifferent si!e on 2asis of c%stomer or"er$
T+pes of tiles
/$ R%2+ re"
&$ Cats e+e
A$ M%"al re+
C$ N8
3$ Ra9eshree
4$ 8imala+an 2l%e
*$ R,I
'$ C$K
O$ 6$G
@%alit+> the Compan+ maintainin oo" 0%alit+ in the fiel" of ranite pro"%cts$
6ac#ain> pac#in is consi"ere" as an important element of pro"%ct miD$
ANANTA GRANITES material firm %ses to pac# the tiles is car" 2oar" 2oDes
which are pac#e" 2+ %sin %m tape$
Price2 This element of mar#etin miD consists of the policies an" proce"%res
relatin to the price le1el- price specification- an" the price polic+ $The compan+
chares the amo%nt of mone+ to the ranite tiles- or the s%m of the 1al%es that
cons%mers eDchane for the 2enefits of the of ha1in or %sin the pro"%ct or
ser1ices$
? R%2+ re" Rs$C35tile
? Cats e+e Rs$435tile
? M%"al re+ Rs$A45tile
? N8 Rs$C35tile
? Ra9eshree Rs$A45tile
CUSTOMER SATISFACTION AT ANANTA GRANITES
? 8imala+an 2l%e Rs$C35tile
? R,I Rs$435tile
? C$K Rs$A35tile
? 6$G Rs$C35tile
ANANTA GRANITES has a"opte" penetration pricin strate+$
• Promotion2
This element incl%"es special sellin plans or "e1ices "irecte" at or thro%h
the tra"e- form of "e1ices for cons%mer promotions an" tra"e promotions$
The compan+ pro1i"in transportation facilities on the 2asis of 2%l# or"ers$
• Place2
This element incl%"es policies an" proce"%res relatin to the channels to 2e
%se" 2etween the plant an" the cons%mer- the "eree of selecti1it+ amon
wholesalers an" retailers an" attempts to co7 operation of tra"e$
4307$P'3404I'7
The si!e" 2loc#s an" ranites tiles are transporte" to the for awa+ places
thro%h Lorries$ The si!e" 2loc#e" an" tiles are eDporte" to the forein co%ntries
thro%h ship- %p to the ship or port the transport is ma"e thro%h Lorries$
Lorries till #arwar carr+ transport of tiles an" polishe" tiles an" then the
shipment is "one to "ifferent co%ntries 2+ ship$ The transport of 2loc#s is "one
thro%h the permit$ This is o2taine" from the concerne" a%thorities$
The firm 2ears the transportation cost an" tra1elin cost- ere the wor#ers
are allowe" free ser1ices to the co an" from co$ to their places$
C'%PE404I'7
ANANTA GRANITES faces hea1+ competitions as there are man+ ranite
in"%stries in il#al$ ,%t the firm mainl+ faces competition from followin in"%stries$
• 6oo9a Granites
• Go1ar"han Granites
CUSTOMER SATISFACTION AT ANANTA GRANITES
• Rah%l Granites
%E#IC0: .0CI:I49
E1er+ compan+ or in"%str+ has its own me"ical facilities pro1i"e" to the
wor#ers in the compan+ li#e wise the Gem Compan+$ 8as also me"ical facilities
pro1i"e" to the wor#ers$ The compan+ has its own separate "ispensar+- were the
0%alifie" an" eDperience" me"ical officers has 2een appointe"$
The me"ical facilities are pro1i"e" to the wor#ers- if followin con"itions
is there>
• If there is an+ in9%r+ "%rin the 2lastin process
• If there is an+ acci"ent 2+ the 1ehicle while wor#in in the compan+
• If there are an+ in9%ries while wor#in in the machiner+ repairs$
• If there is an+ in9%r+ while wor#in in the "ept of the 0%arr+
• If there is an+ in9%r+ wor#in in the electrical "epartment$
The me"ical facilit+ is pro1i"e" to wor#ers is at the cost of the free
ser1ices the wor#ers "on?t inc%rs the cost$
:E0<E$
E1er+ wor#er or emplo+ees re0%ire the lea1es- which ma+ 2e official or
personal$ The co$ is also pro1i"in the lea1es facilit+ to the emplo+ee wor#in in the
compan+$ There are /& cas%al lea1es an" /3 sic# lea1es pro1i"e" 2+ the co$ to the
emplo+ees for e1er+ +ear for e1er+ &)) wor#in "a+s- the compan+ has pro1i"e" I "a+
lea1e for e1er+ &) "a+s$
More lea1es are pro1i"e" if the emplo+ees or wor#ers are s%fferin from
the "iseases li#e fe1er- malaria- t+phoi"- an" other "iseases$ If the+ pro1i"e
me"ical certificate to the co$ the compan+ has the a%thorit+ to "e"%ct the a2sent
salar+ from their monthl+ salar+$
The compan+ pro1i"es the finance facilit+ for the emplo+ee who is sic#
for lon "a+s$ The me"ical lea1es are pro1i"e" to the wor#ers or emplo+ee on their
sic#ness
$election procedure of the employees2
CUSTOMER SATISFACTION AT ANANTA GRANITES
The firm selects the emplo+ees re0%ire" for the concerne" 9o2s thro%h the selection
proce"%re$ The proce"%re is as follows>
/R =o+ analysis2 It refers to the st%"+ if 9o2 in terms of "%ties-
responsi2ilities- ris#s an" other factors associate" with each #in"le of 9o2$ It
is the 2asis for the selectin the riht can"i"ate to the riht 9o2$ It is essential
to finali!e the 9o2 anal+sis- 9o2 "escription- 9o2 satisfaction an" emplo+ee
satisfaction 2efore procee"in to the neDt step$
&R 3ecruitment> It refers to the process of searchin for# prospecti1e
emplo+ee an" stim%latin them to appl+ for 9o2s to the co$ Selection of riht
no an" #in" of can"i"ate "epen"s %pon affecti1e re0%irements.
AR 0pplication form> It is also #nown as application 2lan# it is wi"el+
accepte" techni0%es for sec%rin information from the prospecti1e
can"i"ates$ The co$ as#s the applicant to appl+ on white paper i1in
partic%lar a2o%t his name- "ate of 2irth- mailin a""ress- e"%cation-
0%alification- eDperience- etc$
Contents of 0pplication .orm2
6ersonal 2ac#ro%n" information
A$ E"%cation attainment
,$ Eor# eDperience
C$ Salar+ eDpecte"$
PE3.'3%07CE 0PP30I$0:
CUSTOMER SATISFACTION AT ANANTA GRANITES
Appraisin performance of in"i1i"%als- ro%ps an" orani!ation has
2ecome a common 6atrice$ The co has it?s own appraisal metho"$ The emplo+ers has
to e1al%ate officer has to appraise the performance of their s%2or"inates
In this the performance appraise is "one in a s+stematic an" planne" manner$
The term performance refers to the "eree of accomplishments of the 9o2 or %ltimate
res%lt- on the other han" the term appraisal refer on the e1al%ation of or assessment of
wor# 2ein "one in terms of 0%alit+- 0%antit+- honest an" wor#in capacit+- etc$
Content of the performance Appraisal>7
It "epen"s %pon the nat%re an" le1el of 9o2$ It is not %niform for all t+pes of
9o2s$
/R Re%larit+ of atten"ance
&R Lea"ership st+le
AR A2ilit+ to wor# with others
CR Initiati1e
3R Technical s#ill
4R (%"ment s#ills
*R Area of wor# interest$
CUSTOMER SATISFACTION AT ANANTA GRANITES
'3;07IB04I'7 C034
CUSTOMER SATISFACTION AT ANANTA GRANITES
$cope and :imitations of the 3esearch
? The st%"+ is constraine" onl+ to c%stomer satisfaction$$
? Anal+sis of primar+ "ata is "one on the ass%mption that the answers i1en 2+ the
respon"ents are tr%e an" correct$
? Time an" Reso%rce Constraints$
O.1ECTIVES OF THE STUDY
The main o29ecti1e of the st%"+ in ANANTA GRANITES is
• To #now the satisfactor+ le1el of c%stomers$
Proprietor
;eneral %ana!er
Personal 0ccountant Production %ana!er $ales mana!er
Ed!e cuttin!
Polishin! department :a+ours Cuttin! department
CUSTOMER SATISFACTION AT ANANTA GRANITES
• To esta2lish 1ario%s strateies to enhance the satisfactor+ le1el of
c%stomer$
• To fin" o%t the reasons for the "issatisfaction of c%stomers:if an+;
• To #now the preference of c%stomer towar"s "ifferent pro"%cts of the
compan+$
• To #now at what prices c%stomers fa1o%r to p%rchase o%r tiles
3E$E03C %E4'#':';926
Pro+lem statement2
Now a "a+s there is a hea1+ competition in each an" e1er+ fiel" an"
the ranite in"%str+ is one of the fast "e1elopin in"%stries- it also faces the competition$
Now7a7 "a+s ranite in"%stries are esta2lishe" e1en in small towns- which are helpin to
pro1i"e emplo+ment opport%nities in the local areas$
C%stomer satisfaction pla+s a ma9or role in the s%ccess of an+
2%siness$ Therefore the research- which I ha1e %n"erta#en is to calc%late the le1el of
satisfaction of the c%stomers of ANANTA GRANITES$
4ype of 3esearch2
The research is primaril+ 0%antitati1e in nat%re$ The st%"+ is 2ase" on "ata
collecte" thro%h str%ct%re 0%estionnaire from the respon"ents an" inter1iews con"%cte"
with the respon"ents$
METHODOLOGY
Too%s of $ata o%%etio!
CUSTOMER SATISFACTION AT ANANTA GRANITES
<ata is an+ information = facts- concepts- an" sensation represente" in a formal
manner- s%ita2le for comm%nicatin- interpretin- or processin$ <ata is the 2ase for
e1er+ research wor#$ The "ata collecte" for the p%rpose of anal+sis incl%"e 2oth primar+
an" secon"ar+ "ata$
11 Primary #ata2 The primar+ "ata has 2een collecte" at first han" thro%h "irect
personnel inter1iews- %sin str%ct%re" 0%estionnaires$ The information is collecte" from
samplin from samplin that allows concentratin on c%stomers an" hence "e1otin more
ener+ to ens%re that the information collecte" is acc%rate one$ 6rimar+ "ata has 2een
collecte" "irectl+ from the respon"ents an" the proprietor of the firm$
21 $econdary #ata> I collecte" the information a2o%t the histor+ of the Granite
in"%stries with the help of Internet ser1ice$ An" I "on?t ha1e an+ secon"ar+ "ata
rear"in ANANTA GRANITES$
3esearch 4echni5ues26
Str%ct%re" @%estionnaire
6ersonal Inter1iews
Statistical Tools$ Ta2les 5 Chart
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
$amplin! 4echni5ue2
The research techni0%e %se" is Stratifie" Ran"om Metho"$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$amplin! Profile
E"%cate"
Earnin Goo" Income
Goo" Lifest+le
$ample unit2
The st%"+ is con"%cte" in ANANTA GRANITES in Il#al cit+ on followin
"epartments$
Production department
Polishin! department
%ar&etin! department
$ample si(e2
$ample $i(e2 1--
The sample si!e- which is ta#en for the st%"+ is of /)) c%stomers at ANANTA
GRANITES an" was ran"oml+ selecte"$ These samples were 2een pro1i"e" with a
complete set of 0%estions on which the information was elicite" an" their response was
recor"e"$ A 0%estionnaire was "rafte" in s%ch a wa+ that it co1ere" the 1ario%s aspects of
the re0%ire" s%29ect$
$?'4 070:9$I$
$43E7;4$
CUSTOMER SATISFACTION AT ANANTA GRANITES
• Goo" 0%alit+ pro"%cts
• Fa1ora2le wor#in ho%rs$
• Goo" wor#in con"itions
• Fa1ora2le en1ironment
• Eas+ transportation
• Goo" infrastr%ct%re$
• Goo"will of the firm$
?E0@7E$$E$
• Lac# of s#ille" la2ors$
• 6ro2lem of power
'PP'3487I4IE$
• 6ro1i"es emplo+ment opport%nities
• Ei"e mar#et area$
43E04$
• Esta2lishment of more ranite in"%stries$
• Lare n%m2er of competitors
CUSTOMER SATISFACTION AT ANANTA GRANITES
070:9$I$
07#
I74E3P3E404I'7
CUSTOMER SATISFACTION AT ANANTA GRANITES
1. 'ccupation of the customerC
Particulars 3espondents Percenta!e
/usiness man 5* 5*D
Professional -3 3D
Employee 2* 2*D
other -* -*
0nalysis2
On the 2asis of a2o1e ta2le 3OB of the respon"ents are ,%siness man an" AB
of the respon"ents are professionals- &OB are emplo+ees an" others are OB$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the occ%pation of the respon"ents- 3OB of the
respon"ents are ,%siness man an" AB of the respon"ents are professionals- &OB are
emplo+ees an" others are OB$
CUSTOMER SATISFACTION AT ANANTA GRANITES
2. oE often you visit 070740 ;307I4E$C
Particulars 3espondents Percenta!e
#aily -2 -2D
?ee&ly 25 25D
.ortni!htly 4- 4-D
monthly 33 33D
0nalysis2
On the 2asis of a2o1e ta2le &B of the respon"ents are comin "ail+- &3B of
respon"ents are comin wee#l+ an" C)B of the respon"ents are comin fortnihtl+ an"
AAB of respon"ents are 1isitin monthl+ to ANANTA GRANITES $
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the 1isitin of c%stomers to ANANTA GRANITES the
o%tcome was &B of the respon"ents are comin "ail+- &3B of respon"ents are comin
CUSTOMER SATISFACTION AT ANANTA GRANITES
wee#l+ an" C)B of the respon"ents are comin fortnihtl+ an" AAB of respon"ents are
1isitin monthl+ to ANANTA GRANITES$
3. ?hat ran!e of tiles do you preferC
0nalysis2
On the 2asis of a2o1e ta2le C3B of the respon"ents prefer Rs$A)7A3- A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- *B of the
respon"ents prefer a2o1e 43 Rs$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in price preference of the tiles we come to
#now that C3B of the respon"ents prefer Rs$A)7A3- A)B of the respon"ents
prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- *B of the
respon"ents prefer a2o1e 43 Rs$
Particulars 3s. 3-635 3s.4-65- 3s.55665 3s.65F a+ove
3espondents 45 3- 1) -"
percenta!e 45D 3-D 1)D -"D
CUSTOMER SATISFACTION AT ANANTA GRANITES
4. ?hy do you purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
.or sale 63 63D
.or oEn use 3" 3"D
0nalysis2
On the 2asis of a2o1e ta2le 4AB of the respon"ents p%rchase tiles for f%rther sale- an"
A*B of the respon"ents p%rchase for own %se$
I74E3P3E404I'72
,+ con"%ctin the s%r1e+ rear"in the p%rchase "ecision of the tiles from
ANANTA GRANITES it was fo%n" that 4AB of the respon"ents p%rchase tiles for
f%rther sale- an" A*B of the respon"ents p%rchase for own %se$
CUSTOMER SATISFACTION AT ANANTA GRANITES
5. ?hat factor made you to purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
5uality 45 45D
price 32 32D
Easy transport 16 16D
7earness " "D
0nalysis2
On the 2asis of a2o1e ta2le C3B of the respon"ents p%rchase for 0%alit+- A&B for price-
/4B for eas+ transport an" *B "%e to nearness
CUSTOMER SATISFACTION AT ANANTA GRANITES
I74E3P3E404I'72
,+ con"%ctin the s%r1e+ rear"in the preferential factors of ANANTA
GRANITES we came to #now that C3B of the respon"ents p%rchase for 0%alit+- A&B for
price- /4B for eas+ transport an" *B "%e to nearness of the firm to their place$
6. ?hich of the distri+ution channel you are satisfied if the company providesC
Particulars 3espondents Percenta!e
2 level 2) 2)D
1 :evel 54 54D
- :evel 1) 1)D
0nalysis2
On the 2asis of a2o1e ta2le &'B of the respon"ents are satisfie" with & le1el channel-
3CB of the respon"ents are satisfie" with / le1el channel- /'B of the respon"ents are
satisfie" with ) le1el that is "irect mar#etin$
CUSTOMER SATISFACTION AT ANANTA GRANITES
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in the t+pe of "istri2%tion channel the o%tcome
was &'B of the respon"ents prefer & le1el that is from man%fact%rer72ro#er7retailer7
c%stomer- 3CB of the respon"ents prefer / le1el that is from man%fact%rer7 "ealer7
c%stomer 2eca%se there are more n%m2er of 2%sinessman who act as "ealers to reach the
final cons%mers an" /'B of the respon"ents prefer ) le1el that from man%fact%rer7
c%stomer- 2eca%se there are 1er+ less c%stomers who 2%+ them for self cons%mption$
". ?hether the company provides exchan!e facilities to youC
Particulars 3espondents Percenta!e
9es 7il 7ila
7o 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le /))B of the respon"ents are not ettin eDchane
facilit+$
I74E3P3E404I'72
After con"%ctin s%r1e+ rear"in eDchane facilit+ to c%stomers- the o%tcome
was poo9a ranite in"%stries is not pro1i"in an+ eDchane facilities to its c%stomers-
Exchange Facility
0
100%
0
20
40
60
80
100
120
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
which means that /))B of c%stomers sai" that the+ are not ettin an+ eDchane facilit+
from the compan+- 2eca%se it is the responsi2ilit+ of the c%stomers to ta#e care of the
pro"%cts "eli1ere"$
). #o you recommend others to purchase tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
7o 7il 7il
yes 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le /))B of the respon"ents sai" that the+ recommen"
others to p%rchase tiles from ANANTA GRANITES
I74E3P3E404I'72
Recommend
0
100%
0
20
40
60
80
100
120
No Yes
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
After con"%ctin s%r1e+ rear"in whether the+ recommen" other c%stomers to
p%rchase the tiles from ANANTA GRANITES /))B of the c%stomers sai" that the+
recommen" others to p%rchase$
*. ?ho influenced you to purchase tiles from 070740 ;307I4E$C
Particulars 0ds .riends .amily
mem+ers
'ther
dealers
3espondents 3- 4* 21 -
Percenta!e 3-D 4*D 21D -D
0nalysis2 On the 2asis of a2o1e ta2le A)B of the respon"ents sai" that the a"s
infl%ence" them COB sai" frien"s infl%ence" them- /OB sai" famil+ mem2ers
CUSTOMER SATISFACTION AT ANANTA GRANITES
infl%ence" them an" none were infl%ence" 2+ other "ealers$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in who infl%ence" them to p%rchase tiles from
ANANTA GRANITES A)B of the respon"ents sai" that the a"s infl%ence" them to
p%rchase tiles- COB sai" frien"s infl%ence" them to p%rchase- /OB sai" famil+ mem2ers
infl%ence" them an" none were infl%ence" 2+ other "ealers$
1-. #o you !et the delivery of tiles from 070740 ;307I4E$ at correct timeC
Particulars 3espondents Percenta!e
9es 1-- 1--D
7o 7il 7il
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le /))B of the respon"ents sai" that the+ et "eli1er+ of
tiles on time$
I74E3P3E404I'72
Ehen as#e" to c%stomers that whether the+ et the "eli1er+ of tiles on time we
came to #now that all the c%stomers were satisfie" with the "eli1er+ of tiles at riht time
from ANANTA GRANITES$
11. oE do you !ive orders to the companyC
Particulars 3espondents Percenta!e
%ail ) )D
4elephone 6) 6)D
#irect Contact 24 24D
.ax 7il 7il
0nalysis2
100%
0%
0%
20%
40%
60%
80%
100%
120%
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le 'B of the respon"ents i1e or"ers thro%h mail- 4'B
of the respon"ents i1e or"ers thro%h telephone an" &CB of the respon"ents i1e or"ers
thro%h "irect contact$
I74E3P3E404I'72
After con"%ctin a s%r1e+ on how "o the c%stomers i1e or"ers the compan+- the
o%tcome was that 'B of the c%stomers i1e or"ers thro%h mail- 2eca%se these c%stomers
sta+ in far places li#e <elhi- M%m2ai etc$ 4'B of the c%stomers i1e or"ers thro%h
telephone- 2eca%se these c%stomers #now a2o%t the compan+ an" the+ are ol" c%stomers
who often 2%+ from this compan+$ an" the rest &CB of the c%stomers i1e or"ers 2+
"irect contact- 2eca%se these c%stomers are new to the compan+ an" the+ i1e or"ers
thro%h "irectl+ 1isitin the firm an" none prefers faD for i1in the or"ers$
12. oE is the customer relationship of 070740 ;307I4E$.
Particulars 3espondents Percenta!e
excellent 3) 3)D
;ood 46 46D
o& 16 16D
Poor nil nil
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le A'B of the respon"ents sai" eDcellent a2o%t the
c%stomer relationship of ANANTA GRANITES- C4B sai" its oo"- /4B sai" o#$
I74E3P3E404I'72
Ehen we en0%ire" a2o%t how is the c%stomer relationship of ANANTA
GRANITES we came to #now that A'B of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- C'B of the respon"ents sai" that it was
oo" an" /4B of respon"ents sai" it is o#$
13. 0re you satisfied Eith 070740 ;307I4E$ productsC
Particulars 3espondents Percenta!e
9es 1-- 1--D
7o 7il 7il
0nalysis2
CUSTOMER SATISFACTION AT ANANTA GRANITES
On the 2asis of a2o1e ta2le /))B of the respon"ents are satisfie" towar"s the
pro"%ct$
I74E3P3E404I'72
After con"%ctin the s%r1e+ rear"in the satisfaction of c%stomers towar"s
the pro"%ct that is the sla2s- the o%tcome was that all the c%stomers are satisfie"- which
means that /))B c%stomer satisfaction was achie1e" in this respect 2eca%se the firm
pro1i"es the 0%alit+ sla2s as the si!e prescri2e" 2+ the c%stomers an" at 2etter price to its
c%stomers$
142 ?hat type of the tiles do you prefer to purchase from 070740 ;307I4E$C
Particulars Cats eye 3u+y red %ud!al !rey 3a,eshree 'thers
3espondents 22 26 ) 3) 6
Satisfaction towards the product
100%
0
0%
20%
40%
60%
80%
100%
120%
Yes No
Respon"ents
CUSTOMER SATISFACTION AT ANANTA GRANITES
percenta!e 22D 26D )D 3)D 6D
0nalysis2 On the 2asis of a2o1e ta2le &&B of the respon"ents prefer Cats e+e- &4B of
the respon"ents prefer R%2+ re"- 'B of the respon"ents prefer M%"al re+- A'B of the
respon"ents prefer Ra9eshree an" 4B of the respon"ents prefer other t+pes of sla2s$
I74E3P3E404I'72
,+ con"%ctin s%r1e+ rear"in what t+pe of the sla2s the c%stomers prefer the
response was &&B of the c%stomers prefer Catse+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers prefer R%2+
re"- 2eca%se it is a commercial material an" is %se" in selecte" places in so%th$ 'B of the
c%stomers prefer M%"al re+- 2eca%se it is %se" onl+ in ho%ses$ A'B of the c%stomers
prefer Ra9eshree- 2eca%se it is also a commercial pro"%ct %se" maDim%m in shoppin
molls an" 2i apartments an" it is har" material than other state sla2s an" the rest prefer
other t+pe of sla2s- li#e Gem re"- 8imala+an 2l%e etc
14. #oes the firm provide credit facility to youC
Particulars 3espondents Percenta!e
9es )6 )6D
CUSTOMER SATISFACTION AT ANANTA GRANITES
7o 14 14D
0nalysis2
On the 2asis of a2o1e ta2le '4B of the respon"ents are ettin cre"it facilit+ an"
the rest /CB of the respon"ents are not ettin cre"it facilit+$
Interpretation 2 when we as#e" the c%stomers rear"in whether ANANTA
GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai" that ANANTA
GRANITES pro1i"es cre"it facilit+ an" /CB of the respon"ents sai" that it "oes not
pro1i"e cre"it facilit+$
15. #o you face any pro+lems Ehile purchasin! tiles from 070740 ;307I4E$C
Particulars 3espondents Percenta!e
CUSTOMER SATISFACTION AT ANANTA GRANITES
9es - -D
7o 1-- 1--D
0nalysis2
On the 2asis of a2o1e ta2le all the c%stomers sai" that the+ "on?t face an+ pro2lems
"%rin p%rchasin the tiles from ANANTA GRANITES$
Interpretation2 when I en0%ire" to c%stomers that whether the+ face an+ pro2lems while
p%rchasin tiles from ANANTA GRANITES- all c%stomers sai" that the+ won?t face an+
pro2lems while p%rchasin the tiles$
16. 0ny other $u!!estionsC
0
100%
0
20
40
60
80
100
120
Yes No
Respondents
CUSTOMER SATISFACTION AT ANANTA GRANITES
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\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
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CUSTOMER SATISFACTION AT ANANTA GRANITES
.I7#I7;$
Accor"in to the s%r1e+ I con"%cte" the important fin"ins that I came to fo%n" o%t
"%rin m+ s%r1e+ were>
? Most of the respon"ents 1isitin ANANTA GRANITES are ,%siness man an"
some are emplo+ees$
? most of the respon"ents are 1isitin fortnihtl+ an" some of them are 1isitin
wee#l+ an" monthl+ to ANANTA GRANITES
? Most of the respon"ents prefer price of Rs$A)7A3- nearl+ A)B of the
respon"ents prefer Rs C)73)- /'B of the respon"ents prefer Rs$ 33743- an" a
nelii2le percent of the respon"ents prefer a2o1e 43 Rs$
? Most of the respon"ents p%rchase tiles from ANANTA GRANITES for f%rther
sale- an" onl+ A*B of the respon"ents p%rchase for own %se$
? Most of the respon"ents p%rchase tiles of ANANTA GRANITES for 0%alit+-
A&B for affor"a2le price- an" /4B for eas+ transport an" some of them "%e to
nearness of the firm to their place$
? Most of the respon"ents prefer / le1el an" /'B of the respon"ents prefer )
le1el an" some others prefer & le1el an" / le1el channel$
? ANANTA GRANITES is not pro1i"in an+ eDchane facilities to its
c%stomers- which means that /))B of c%stomers sai" that the+ are not ettin
an+ eDchane facilit+ from the compan+$
? /))B of the c%stomers sai" that the+ recommen" others to p%rchase$
? Most sai" frien"s infl%ence" them to p%rchase- some others sai" famil+
mem2ers an" a"s infl%ence" them an" none were infl%ence" 2+ other "ealers$
? C%stomers were satisfie" with the "eli1er+ of tiles at riht time from
ANANTA GRANITES$
CUSTOMER SATISFACTION AT ANANTA GRANITES
? Some of the c%stomers i1e or"ers thro%h mail- A hih percentae of the
c%stomers i1e or"ers thro%h telephone- an" the rest &CB of the c%stomers
i1e or"ers 2+ "irect contact-
? Ee came to #now that some of the c%stomers were 1er+ impresse" with the
c%stomer relationship an" sai" it was eDcellent- most of the respon"ents sai"
that it was oo" an" onl+ /4B of respon"ents sai" it is o#$
? C%stomer satisfaction was achie1e" in respect of the 0%alit+ tiles as ANANTA
GRANITES pro"%ces si!e prescri2e" 2+ the c%stomers an" at 2etter price$
? Some of the c%stomers prefer Catse+e- 2eca%se it is costlier an" %se" for
"ecorati1e p%rpose li#e mo%l"ins- 2or"ers an" walls$ &4B of the c%stomers
prefer R%2+ re"- 2eca%se it is a commercial material an" is %se" in selecte"
places in so%th- 2eca%se it is %se" onl+ in ho%ses$ Most of the c%stomers prefer
Ra9eshree- 2eca%se it is also a commercial pro"%ct
? ANANTA GRANITES pro1i"es cre"it facilit+ '4B of the respon"ents sai"
that ANANTA GRANITES pro1i"es cre"it facilit+ an" /CB of the
respon"ents sai" that it "oes not pro1i"e cre"it facilit+$
? All c%stomers sai" that the+ won?t face an+ pro2lems while p%rchasin the
tiles$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$8;;E$4I'7$ 07# 3EC'%%E7#04I'7$
The st%"+ helpe" me a lot to ain the information rear"in c%stomer satisfaction at
ANANTA GRANITES- after the s%r1e+ some of m+ recommen"ations are
• Most of the c%stomers are 2%siness man who p%rchases tiles for f%rther tra"inF
thro%h proper promotion of tiles it can attract more c%stomers$
• It sho%l" impro1e c%stomer relationships a 2it more$
• @%alit+ is the main strenth of ANANTA GRANITES so it sho%l" maintain it an"
tr+ to impro1e it$
• The firm nee"s to a"1ertise its pro"%cts in a proper me"ia of a"1ertisin to attract
more an" more c%stomers an" to retain its present c%stomers$
• The firm sho%l" opt latest technolo+ of pro"%ction to pro"%ce more tiles at lesser
time an" to increase its pro"%cti1it+$
• The firm nee"s to attract newer sements of c%stomers so as to increase "eman"
for its pro"%cts$
CUSTOMER SATISFACTION AT ANANTA GRANITES
C'7C:8$I'7$
After con"%ctin a s%r1e+ on [C%stomer satisfaction? at ANANTA GRANITES concl%"e
that
ANANTA GRANITES shares a oo" c%stomer relationship$
As there are a lot of ranite in"%stries in Il#al ANANTA GRANITES face immense
competition$
8ea1+ competition has ma"e c%stomers to et conf%se" a2o%t the pro"%ct an" e1en
a2o%t the price$
CUSTOMER SATISFACTION AT ANANTA GRANITES
/I/:I';30P9
• Internet :8istor+ of ranites;
www$oole$com
• Mar#etin research 2+ t%ll an" 8aw#ins$
CUSTOMER SATISFACTION AT ANANTA GRANITES
$83<E9 '7 C8$4'%E3 $04I$.0C4I'7 I7 070740 ;307I4E$
QUESTIONNAIRE
7ame of the respondent2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
#esi!nation 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
7ame of the Company 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
0ddress 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
0!e 2
$tate 2
Country 2
Phone 7o 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\
Cell 7o 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\
CUSTOMER SATISFACTION AT ANANTA GRANITES
Email Id 2 \\\\\\\\\\\\\\\\\\\\\\\\\\\\\\
1. 'ccupation of the customerC
A$ ,%sinessmen ,$ 6rofessional
CUSTOMER SATISFACTION AT ANANTA GRANITES
C$ Emplo+ee <$Others
2. oE often you visit 070740 ;307I4E$C
A$ <ail+ ,$ Eee#l+
C$ Fortnihtl+ <$ Monthl+
3. Ehat rane of tiles "o +o% preferI
A$ 3s. 3-635 /. 3s.4-65-
C. 3s.55665 #. 3s.65F a+ove
4. ?hy do you purchase tiles from 070740 ;307I4E$C
0. .or sale /. .or oEn use
5. ?hat factor made you to purchase tiles from 070740 ;307I4E$C
0. Guality /.price
C. Easy transport #.7earness
6. Ehich of the "istri2%tion channel +o% are satisfie" if the compan+ pro1i"esI
A$ & le1el ,$/ le1el C$ ) Le1el
". Ehether the compan+ pro1i"es eDchane facilities to +o%I
A$ Zes ,$ No
). <o +o% recommen" others to p%rchase tiles from ANANTA GRANITESI
CUSTOMER SATISFACTION AT ANANTA GRANITES
A$ Zes ,$ No
*. Eho infl%ence" +o% to p%rchase tiles from ANANTA GRANITESC
A$ A"s ,$ Frien"s
C$ famil+ mem2ers <$ Other "ealers
/)$ <o +o% et the "eli1er+ of tiles from ANANTA GRANITES at correct timeI
A$ Zes ,$ No
//$ 8ow "o +o% i1e or"ers to the compan+I
A$ Mail ,$ Telephone
C$ <irect Contact <$ FaD
/&$ 8ow is the c%stomer relationship of ANANTA GRANITESI
A$ eDcellent ,$ Goo"
C$ O# <$ 6oor
/A$ Are +o% satisfie" with ANANTA GRANITES pro"%ctsI
A$ Zes ,$ No
/C$ Ehat t+pe of the tiles "o +o% prefer to p%rchase from ANANTA GRANITESC
A$ Cats e+e ,$R%2+ re"
C$ M%"al re+ <$Ra9eshree
E$ others
/3$ <oes the firm pro1i"e cre"it facilit+ to +o%I
CUSTOMER SATISFACTION AT ANANTA GRANITES
A$ Zes ,$ No
/4$ <o +o% face an+ pro2lems while p%rchasin tiles from ANANTA GRANITESI
A$ Zes ,$ No
doc_152007870.doc