A

PROJECT REPORT

ON

“To Study Customer satisfaction”

( Case Study of Mahindra Powerol)

Submitted by

in partial fulfillment for the award of the degree

of

Post Graduate Diploma in Management (2009-2011)

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BONAFIDE CERTIFICATE

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 “To Whom It May Concern”

This is to certify that the Project titled “To Study Customer satisfaction” (Case
Study of Mahindra Powerol) submitted by Mr. of PGDM Batch 2009-2011 is a
bonafide work carried out by him at Mahindra & Mahindra Powerol, Jaipur
from 27th January 2011 to 27th March 2011 Under my guidance.
I recommend its submission for evaluation.

SIGNATURE

Mr. B. N. Sharma

SALES MANAGER
MAHINDRA & MAHINDRA POWEROL,
Jalupura Link Road, M. I. Road, Jaipur
RAJASTHAN
DATE:-

ACKNOWLEDGEMENT

I am grateful to “Mr. B.N. SHARMA” , whose encouragement, guidance and

support from the initial to the final level enabled me to develop an understanding
of the subject.
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I am grateful to”, whose guidance enabled me to complete the project as per
requirements.

Lastly, It has been of great learning to be on the training and doing the project
simultaneously, which enriched my knowledge and developed my outlook for
becoming a better professional. Anticipating with conviction that I had been some
help to them, I look forward with a hope to work for this organization in the near
future.

SIGNATURE

DATE

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Contents
S. No. Particulars Pages
1. Introduction
 Introduction of Mahindra
 About Mahindra Powerol
 Powerol News, Awards & Events
 Product of Mahindra Powerol
 Customer Satisfaction
 Application
 Manufacturing Process
2. Objective of Study
 Customer Satisfaction
 Employee Satisfaction
3. Research Methodology
 Research Design
 Research Process
 Data Collection

4. Data Analysis & Interpretation

 Customer Satisfaction
 Employee Satisfaction
5. Findings
6. Conclusion
7. Reference & bibliography

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 Introduction of
Organization

INTRODUCTION OF MAHINDRA
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The US $6.7 billion Mahindra Group is among the top 10 industrial houses in India.
Mahindra is the only Indian company among the top three tractor manufacturers in the
world. Mahindra's Farm Equipment Sector has recently won the Japan Quality Medal, the
only tractor company worldwide to be bestowed this honor. It also holds the distinction
of being the only tractor company worldwide to win the Deming Prize. Mahindra is the
market leader in multi-utility vehicles in India. It made a milestone entry into the
passenger car segment with Logan.
The Group has a leading presence in key sectors of the Indian economy, including the
financial services, trade and logistics, automotive components, information technology,
infrastructure development and After-Market.
With over 62 years of manufacturing experience, the Mahindra Group has built a strong
base in technology, engineering, marketing and distribution which are key to its evolution
as a customer-centric organization. The Group employs over 50,000 people and has
several state-of-the-art facilities in India and overseas.
The Mahindra Group has ambitious global aspirations and has a presence on five
continents. Mahindra products are today available on every continent except Antarctica.
M&M has one tractor manufacturing plant in China, three assembly plants in the United
States and one at Brisbane, Australia. It has made strategic acquisitions across the globe
including Stokes Forgings (UK), Jeco Holding AG (Germany) and Schoneweiss & Co
GmbH (Germany). Its global subsidiaries include Mahindra Europe Srl. based in Italy,
Mahindra USA Inc. and Mahindra South Africa.
M&M has entered into partnerships with international companies like Renault SA,
France, and International Truck and Engine Corporation, USA. Forbes has ranked the
Mahindra Group in its Top 200 list of the World's Most Reputable Companies and in the
Top 10 list of Most Reputable Indian companies. Mahindra has recently been honored
with the Bombay Chamber Good Corporate Citizen Award for 2006-07.

ABOUT MAHINDRA POWEROL

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Mahindra & Mahindra Ltd., the tractor and utility vehicle major in India, entered
the field of Power Generation in F-02. Today, the engines under the brand name
Mahindra Powerol are powering Diesel Generating sets from rating 5 KVA to 500
KVA.

Since F-02, Mahindra Powerol has sold over 100,000 DG Sets & Engines.

Mahindra Powerol has made rapid strides in the Indian genset industry in a very
short span of time. Mahindra Powerol DG sets are the first choice of Telecom
majors like Airtel, Tata Tele, Vodafone, Nokia, BSNL and MTNL who use the
same to support their communication networks across India. Recently, Mahindra
Powerol won the prestigious Frost & Sullivan “Voice of Customer” award for the
most preferred Genset Brand in the telecom segment in India. The award takes
various parameters into account, including industry penetration, up-time, trouble
free performance, overall satisfaction, likelihood of buying for future requirements
and likely referrals to other customers.Besides Telecom, Mahindra Powerol DG
sets are attracting customers from a diverse cross-section of industries. These
gensets are very popular in segments like Banks, Building & Construction, Public
Sector Units, Hospitals, Hotels, Manufacturing units amongst other.Mahindra
Powerol DG sets are also available in exclusive showrooms all over India. At
present we have more than 50 Retail showrooms selling DG Sets across different
cities in India.

Features:
Powerol engines have a unique feature:

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 Electronic A1 Governing/Mechanical A1 Governor System
 Compact size
 Low vibration
 Fuel efficient

Service:

Mahindra Powerol is taking care of the entire value chain of customers. This not
only covers areas like personalized transportation of the DG sets, Installation &
Commissioning etc., but also encompasses the Annual and Comprehensive
Maintenance Contracts at the other end of the spectrum.

Tele-Infra Management:

Recently Mahindra Powerol has transformed into a truly service solution providing
company by foraying into tele infra management. Tele Infra Management involves
operation & maintenance of “asset”, “power” & “facility” at telecom tower sites.
So far 6000 sites are under contract. Powerol business is first amongst Powergen
sector to foray into this business.

Bio-Diesel Gensets:

Mahindra Powerol has recently launched B100 bio diesel Generator Sets for the
Indian Market. The usage of bio diesel fuel (as per IS 15607 2005) would be
applicable for all the current range of Mahindra engines between 7.5kVA and
62.5kVA. Mahindra Powerol plans to extend this to other range of engines in the
near future.

Engines:
Engines are also suitable for various industrial applications like cranes,

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compressors, forklifts, rice mills and concrete mixers. Recently Powerol has
launched Rice Mill & Marine engines.

Mahindra Powerol engines and diesel generator sets are certified for the stringent
noise and exhaust emission norms made mandatory by the CPCB (Central
Pollution Control Board, India).

International Business

Mahindra & Mahindra Ltd. entered the field of Power Generation in 2002. It has
grown from a US$ 1.2 Million business to a US$ 225 Million business.

Today, Mahindra engines under the brand name of Mahindra Powerol are
powering Diesel Generating sets up to a rating of 320kVA in India & in global
markets. These Diesel Generating Sets incorporate the latest technology and offer
several advantages – they respond faster to sudden loading and unloading
conditions, they vibrate less, have lower noise levels, offer low maintenance costs,
control voltage fluctuations and are designed to assure hassle-free operation for
over 10,000 hours.

Mahindra Powerol Gensets are manufactured at three state-of-the-art factories

located in India at Pune, Chennai & Delhi and also complies to the most stringent
noise pollution norms laid down by the Central Pollution Control Board, India
making them ready to meet any environmental challenge in the industry.

Mahindra Powerol has sold over 150,000 Diesel Gensets, and in the process,
become a forerunner in the Indian Power Generation industry and the 1st choice of
Indian Telecom majors. Mahindra Powerol has also won the Frost & Sullivan’s
“Voice of Customer” award for the most preferred brand in the telecom cell-sites
segment.
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Today, Mahindra Powerol is a significant player in the global power generation
industry and has made inroads in Latin America, Africa, Middle East, South East
Asia and SAARC countries. The focus on International markets has enabled
Mahindra Powerol to cater to various segments like Telecom, Government &
Defense organizations, Banking Industry, Retail Chains, Household Utility,
Healthcare, Hospitality, Infrastructure, Construction and Manufacturing.

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VALUE ADDED SERVICES

From its very inception, the Mahindra Powerol business has sought to offer a total
value package to its customers - rather than merely supplying high-quality
products. We efficiently take care of the entire power-chain (value-chain) of the
customer so that he can conduct his business or any other activity without
interruption.

It is Powerol's commitment to ensure that the customer's business is "powered

efficiently". Powerol's overall Value Proposition is that it: Offers a fuel efficient &
cost-effective end-to-end solution Assumes total ownership for powering
customer's business efficiently Relieves the customer of all hassles and enables
him to focus on his core business.

Within a short span of time (commenced operations in 2001), the Mahindra

Powerol team has rolled out a service network that reaches almost every nook and
corner of the country. Driven by Telecom, whose service levels are one of the most
demanding in the industry, the service team has trained itself to respond to service
calls with the shortest possible response time.

Mahindra Powerol also offers an array of services to its customers which have
made the brand a 'Preferred Business Partner' in the industry. To help eliminate,
whatever concerns that may bother customers on the power front, Powerol has
invested in a range of support services:

After-sales-service Backup:

Our young and well-trained service team of M&M executives and a dedicated
network of 160 service points effectively cover the nation-wide customer locations.

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They are well-trained and always eager to attend to any service need that may arise
in the context of customer's operations.

Service Convenience:

By virtue of the wide spread network, we have been able to maintain service
centers within a radius of 75 kms in key markets in India. In most of the locations,
we are providing 24x7 services at customer sites. This has been acknowledged and
appreciated by customers.

Spare Parts Backup:

Keeping in mind the extensive use of our machines, we have ensured that required
parts are stocked throughout our dedicated network and can be accessed by
customers at a short notice.

Personal care in Transportation, Installation & Commissioning:

We recognize that efficient and trouble-free operation of a product depends, to a

large extent, on its careful transportation, installation and commissioning. With this
in view, we provide logistical support through Mahindra Transport Solutions
Group for moving the product from our factory to the doorstep of our customers.
Most of the customers who availed of this service have expressed utmost
satisfaction. The trained and experienced service dealers of Powerol ensure that
installation & commissioning of the sets are done efficiently across the length and
breadth of the country.

Powerol business has amply demonstrated the ability to reach the products to tough
and inaccessible terrains. The service team has efficiently installed &
commissioned thousands of sites in various locations, including roof-tops.

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Retail finance for customers:

Having noticed the absence of organized retail finance facility to customers in its
range, Powerol had taken up the responsibility and succeeded in organizing Retail
finance for customers. Customers who require retail finance can avail this facility
with the help of our authorized dealers.

The spirit of customer care:

As a business philosophy, Powerol strives to take on itself the hassles that

challenge customers in conducting their day-to-day operations successfully.

Powerol has not only partnered with customers who sought our support to enter
new and difficult terrains but also has rushed on its own to help out customers in
times of disasters and natural calamities like the Tsunami that hit South India in
2004. This true spirit of customer care in rising to the occasion has been endearing
customers to Powerol. We are constantly on the lookout for more areas where we
can introduce efficient services that will add substantial value to customers.

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 POWEROL IN NEWS

Mahindra Powerol in Home UPS segment 04/22/2010 Mahindra Powerol has

added yet another feather to its crown by the recent launch of Inverter & Home
UPS (H-UPS) showroom in the nation. »

Launch of Six Cylinder Engines 11/11/2009 Mahindra & Mahindra Ltd., FES has
developed Six Cylinder 5.9 Litre TCI (Turbo Charge Intercooler) Engine for
Genset Applications. »

Mahindra Powerol is certified with ISO 9001 2000 04/01/2009 Mahindra

Powerol is certified with ISO 9001 2000 for its Genset business. »

Marine & Rice Mill Engines 01/01/2009 Recently Powerol has launched Rice
Mill & Marine Engines. For details please see the product specification under
Application Icon.

Tele-Infra Management 01/01/2009 Recently Mahindra Powerol has transformed

into a truly service solution providing company by foraying into tele infra
management.

Launch of India’s 1st 100% Biodiesel fuel genset 09/01/2008 The Mahindra
Powerol B100 Biodiesel Genset uses an electronic controller which ensures start
and stop in diesel mode and switching to biodiesel mode while running of the
generator set. Two separate tanks inside the generator set ensure seamless
switching between both modes.

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 AWARDS & EVENTS

Launch of Mahindra Powerol Plaza 04/08/2010 The 2nd Mahindra Powerol

Plaza (MPP) was inaugurated at Lucknow on 8th of April’10. »

Powergen the premiere exhibition for Power generation 04/02/2009 Powergen

the premiere exhibition for Power generation product were commenced in Delhi on
2nd to 4th April’2008 in Pragati Maidan Delhi. »

Powerol Participated in Exhibitions 02/17/2009 During Oct-Dec’08: Powerol

has participated in 3 exhibitions. Build Arch in Bangalore, Agrotech in Chandigarh
& Kisan in Pune.

Mahindra Powerol at Dubai Exhibition 02/08/2009 Mahindra Powerol recently

participated in an exhibition titled “Middle East Electricity” at the Dubai
Exhibition Centre, Dubai, UAE from 8th to 10th Feb’09 to boost our engine & DG
Sets export to GCC. »

Mahindra Powerol won the Best Stall in ELASIA-2009 01/16/2009 Mahindra

Powerol has achieved yet another milestone, by bagging the best prize for “Best
Stall in ELASIA-2009” International exhibition, held between 16th and 19th
Jan2009 in Chennai. »

First international showroom for Mahindra Powerol opened in Kathmandu

11/21/2008 Mahindra Powerol now has its first international showroom at
Kathmandu. Launched on 21st November, 2008, this showroom is the first-ever
exclusive showroom for any diesel generator set manufacturer in Nepal.

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PRODUTS OF MAHINDRA POWEROL
ENGINES
There are many reasons for Mahindra being no.1 both in the UV and the tractor
markets of India. Probably the most significant is Mahindra's Direct Injection
engine technology, which satisfies customers who are as conscious about fuel
economy as they are about power. Direct Injection - the no compromise engine
technology DI engines by design are much more fuel efficient than IDI engines.
The best thing is that they deliver as much on the power front too. We have spent
over two decades refining these engines and now have a patented engine
technology that is generations ahead in DI technology.

The Mahindra engine advantage

 Wet replaceable liners for extended engine life

 Easily serviceable and low on maintenance cost
 Structural cylinder block design to easily withstand heavy duty operations
 No oil top up required between two services
 Meets US EPA tier 2 emission norms; soon to be tier 3 & 4    compliant

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The process that won the Deming Prize At the heart of each Mahindra engine is
technology you can count on. In fact everything that goes into making a Mahindra
engine is world class. But it's not just us telling you. The Japanese Union of
Scientists and Engineers will tell you the same. Our entire process, from
manufacturing facilities and technology to sales and service received the highest
rating for Total Quality Management and won the Deming Prize - one of the most
coveted awards in the world. So when
you buy a Mahindra engine you know you
have world class technology working for
you.

GENSETS
While power cuts eat into your profits, an inefficient DG set will simply add to
your losses. Powered by Powerol engines, Mahindra Powerol DG sets have been
designed to ensure you an efficient power supply. This also assures you years of
hassle free operations. Generates peace of mind Its recovery time, easily the best
in its category, guarantees a seamless switchover to the back-up power. Moreover,
its effective governing system controls the voltage fluctuations, thus ensuing
complete safety of your equipments. Performance unmatched Its got one of the
most preferred engines fitted inside - the Mahindra Powerol engine. Compact and
low on vibration, this engine has the smallest footprint as compared to other
engines of identical ratings. Making the DG set apt even for roof-mountings.

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Silence certified Each and every Powerol DG set complies with the most stringent
noise and emission norms stipulated by the Central Pollution Control Board of
India (CPCB). No Compromise technology It’s got other advantages too. Like,
it’s transported through the Mahindra Transport Solutions Group. It is installed and
commissioned through a Mahindra authorized dealer. It even comes with an annual
maintenance contract.
It is most fuel efficient in its class
It offers zero-leak engines

Manual and AMF control panel options are also available Preferred by all A
Powerol DG set can be used in the Telecom, Defence and Railway sectors. It can
also be installed at places like petrol pumps, hospitals, super markets, banks and
construction sites

CUSTOMER SATISFACTION
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Customer Satisfaction is the buzzword used by the business people for
the success of organization in the present days. Due to the increases of heavy
competition in every product –
Line it become difficult for the companies to retain the customers for longer time.
So retain the Customer for longer time the marketer has to do only one things i.e.
customer satisfaction .If Customer is fully satisfied by the product it not only rub
the organization successfully but also Fetch many benefits for the company. They
are less process sensitive and they remain customer For a longer period. They buy
addition products overtimes as the company introduce related Produce related
products or improved, so customer satisfactions is gaining a lot of importance in
the present day. Every company is conducting survey on customer satisfaction
level on their products .To make the products up to the satisfaction level of
customers.
This project is also done to know the customers satisfaction on the
POWEROL on behalf of Mahindra and Mahindra Automobiles.
The impact of automobile industry on the rest of the economy has been so
pervasive and momentous that is characterized as second industrial. It played a
vital role in helping the nation to produce higher value good and services and in the
enhancing their skills and impose tremendous demand for automobile.
The decrease in the interest rate and easy available of cars loons from 2 to 3 years,
lot of car manufacturers company facing cut throat competition in the fields of
technology and price, So to gain the market share it is important for the institutes
to satisfy its customers and to retain the reputation and its image.

Customer Satisfaction Strategies Followed By POWEROL

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The different strategies followed by POWEROL consists of Customer
relationship management, Strategy to providing better facility to the owner, and
strategy to provide better after sales service to customer.

Customer Relationship Management

CRM as a tool was used to create positive word-of mouth, to monitor customer
experiences and generate referrals. A series of CRM activities were
implemented with regular direct communication, events and customer
satisfaction surveys, Events, Festive offers, Rewards Program, etc.

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APPLICATIONS

Industrial Equipments
Whether it's the DI engine or the state-of-the-art common rail diesel engine
(CRDe), Mahindra's product development division can adapt and create products to
meet specific requirements. Due to the rugged build of a Mahindra engine, it can
withstand long and tough working hours effortlessly. And due to its versatile
nature, a Mahindra engine is ideal for any industry.

Mahindra engines- ideal for any industry.

• Construction and Mining:  Mahindra engines are built to withstand long
working hours, in the most demanding conditions-from deserts and high
altitude locations to sub-zero temperature zones. This makes them ideal for the
construction and mining industry.
• Generators: As Mahindra engines are low on noise and vibrations, they are
most preferred for roof-top installations. They are also low on maintenance and
deliver superior power in all load conditions.
• Industrial & Material handling: Mahindra engines are preferred by
companies across the globe for their compact design and superior performance.
Their ability to work round-the-clock and deliver quality output year after year
makes them ideal for this sector.

Agriculture

Mahindra engines due to their versatility can be used in almost any industry. One
of them is agriculture. These engines are extremely rugged, and can effortlessly
withstand long working hours and harsh external weather conditions. Mahindra
also has specially designed water pumps that offer more power, consume less fuel

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and are low on maintenance costs. As a result our engines are the engines of choice
of the agriculture community.

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 MANUFACTURING PROCESS

At the heart of every Mahindra is

technology that the customer can count
on. Everything that goes into making of a
Mahindra, whether it's the engine or the
genset is world class. The entire process,
from manufacturing facilities and
technology to sales and services has
received the highest rating for Total
Quality Management and also won the
Deming Prize- one of the most coveted awards in the world. Mahindra Engines:
One of the most important stages in the manufacture of a Mahindra engine is the J-
bar assembly. This state-of-the-art process helps increase the speed of the assembly
and at the same time allows Mahindra personnel to keep a tight check on
component quality. The entire manufacturing process is guided by Poke Yoke

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concept; to achieve zero defects in the production line. This involves a robust
design of the manufacturing systems and processes coupled with education and
awareness about possible errors to achieve a high build standard in the engines. No
wonder all Mahindra engines rate high on performance and dependability.

Mahindra Powerol is today one of the largest

manufacturers Diesel Gensets in its range.
These gensets are manufactured at two state-
of-the-art factories located at Pune and Delhi,
with a combined manufacturing capacity of
over 30,000 sets per annum. Just like the
engines, the most important process in
manufacturing of gensets is the J-bar assembly.
In addition to this, the entire manufacturing
process of the gensets is also guided by the
Poke Yoke concept; to achieve zero defects in
the production line. A strong design of the
Mahindra systems and processes coupled with
education and awareness of possible errors
helps Mahindra achieve a high build standard in its gensets. Component Machining
- Because critical components are best made in-house Mahindra's has its very own
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facility for the machining of critical components. This helps Mahindra achieve and
maintain very high standards in the fit and finish of all critical components. So the
next time you buy a Mahindra engine or a Mahindra genset, you know you have a
world class technology working for you.

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Objective of the study

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 OBJECTIVES OF THE STUDY

 Customer Satisfaction
 Employee Satisfaction

CUSTOMER SATISFACTION

The study has been under taken to analyze the customer satisfaction towards all variant of
Mahindra Powerol in Rajasthan Jaipur with a special reference to the POWEROL motors,
the other

Objectives are:

 To gather information about customer satisfaction toward Powerol in the

Rajasthan Jaipur.
 To know the customer perception about features, low maintenance cost and looks
of Powerol.
 To know the customer satisfaction about the safety and comfort provided by
Powerol.
 To provide suggestions, in improving the customer satisfaction and the company
sales and Profitability.
 To know the customer satisfaction towards the after sales service offers by
POWEROL

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 EMPLOYEE SATISFACTION

 To find that whether the employees are satisfied or not.

 To analyses the company’s working environment.
 To check the Degree of satisfaction of employees.
 To find that they are satisfied with their job profile or not.
 To find that employees are working with their full capabilities or not.
 To help the management of the company to know about the actions to be
taken to increase the level of satisfaction of the employees.

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Research Methodology

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 RESEARCH METHODOLOGY

 Research Design
 Research Process
 Data collection
 Samples size
 Errors in the study
 Scope and the Limitation of the study

RESEARCH METHODOLOGY

A research process consists of stages or steps that guide the project from its
conception through the final analysis, recommendations and ultimate actions. The
research process provides a systematic, planned approach to the research project
and ensures that all aspects of the research project are consistent with each other.
Research studies evolve through a series of steps, each representing the answer to a
key question.

INTRODUCTION

This chapter aims to understand the research methodology establishing a

framework of evaluation and revaluation of primary and secondary research. The
techniques and concepts used during primary research in order to arrive at
findings; which are also dealt with and lead to a logical deduction towards the
analysis and results.

RESEARCH DESIGN

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I propose to first conduct a intensive secondary research to understand the full
impact and implication of the industry, to review and critique the industry norms
and reports, on which certain issues shall be selected, which I feel remain
unanswered or liable to change, this shall be further taken up in the next stage of
exploratory research.

This stage shall help me to restrict and select only the important question and issue,
which inhabit growth and segmentation in the industry.

The various tasks that I have undertaken in the research design process are:

 Defining the information need

 Design the exploratory, descriptive and causal research.

RESEARCH PROCESS

The research process has four distinct yet interrelated steps for research analysis it
has a logical and hierarchical ordering:

 Determination of information research problem.

 Development of appropriate research design.
 Execution of research design.
 Communication of results.

Each step is viewed as a separate process that includes a combination of task, step
and specific procedure. The steps undertake are logical, objective, systematic,
reliable, valid, impersonal and ongoing.

EXPLORATORY RESEARCH

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The method I used for exploratory research was

 Primary Data
 Secondary data

PRIMARY DATA

New data gathered to help solve the problem at hand. As compared to secondary
data which is previously gathered data. An example is information gathered by a
questionnaire. Qualitative or quantitative data that are newly collected in
the course of research, Consists of original information that comes from
people and includes information gathered from surveys, focus groups,
independent observations and test results. Data gathered by the researcher in the
act of conducting research.

This is contrasted to secondary data, which entails the use of data gathered by
someone other than the researcher information that is obtained directly from
first-hand sources by means of surveys, observation or experimentation. Primary
data is basically collected by getting questionnaire filled by the respondents.

SECONDARY DATA

Information that already exists somewhere, having been collected for another
purpose. Sources include census reports, trade publications, and subscription
services. There are two types of secondary data: internal and external secondary
data. Information compiled inside or outside the organization for some purpose
other than the current investigation Researching information, which has already
been published? Market information compiled for purposes other than the current
research effort; it can be internal data, such as existing sales-tracking information,

33
or it can be research conducted by someone else, such as a market research
company or the U.S. government.

Secondary source of data used consists of books and websites

My proposal is to first conduct a intensive secondary research to understand the

full impact and implication of the industry, to review and critique the industry
norms and reports, on which certain issues shall be selected, which I feel remain
unanswered or liable to change, this shall be further taken up in the next stage of
exploratory research.

DESCRIPTIVE RESEARCH

STEPS in the descriptive research:

Statement of the problem

 Identification of information needed to solve the problem

 Selection or development of instruments for gathering the information
 Identification of target population and determination of sampling Plan.
 Design of procedure for information collection
 Collection of information
 Analysis of information
 Generalizations and/or predictions

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DATA COLLECTION

Data collection took place with the help of filling of questionnaires. The
questionnaire e method has come to the more widely used and economical means
of data collection. The common factor in all varieties of the questionnaire method
is this reliance on verbal responses to questions, written or oral. I found it
essential to make sure the questionnaire was easy to read and understand
to all spectrums of people in the sample. It was also important as researcher to
respect the samples time and energy hence the questionnaire was designed in such
a way, that its administration would not exceed 4-5 mines. These questionnaires
were personally administered.

The first hand information was collected by making the people fill the
questionnaires. The primary data collected by directly interacting with the people.
The respondents were contacted at shopping malls, markets, places that were
showrooms and near to showrooms of the consumer durable products etc.

The data was collected by interacting with 40 customer and 15 employees

respondents who filled the questionnaires and gave me the required necessary
information. The respondents consisted of housewives, students, businessmen,
professionals etc. The required information was collected by directly interacting
with these respondents.

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Determination the sample plan and sample size

TARGET POPULATION

It is a description of the characteristics of that group of people from whom a course

is intended. It attempts to describe them as they are rather than as the describer
would like them to be. Also called the audience the audience to be served
by our project includes key demographic information (i.e.; age, sex etc.).The
specific population intended as beneficiaries of a program. This will be either all or
a subset of potential users, such as adolescents, women, rural residents, or the
residents of a particular geographic area. Topic areas: Governance, Accountability
and Evaluation, Operations Management and Leadership.

A population to be reached through some action or intervention; may refer to

groups with specific demographic or geographic characteristics. The group
of people you are trying to reach with a particular strategy or activity. The target
population is the population I want to make conclude an ideal situation; the
sampling frames to matches the target population. A specific resource set that is
the object or target of investigation. The audience defined in age, background,
ability, and preferences, among other things, for which a given course of
instruction is intended. I have selected the sample trough Simple random Sampling

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SAMPLE

This involves figuring out how many samples one need. The numbers of samples
you need are affected by the following factors:

 Project goals
 How you plan to analyze your data
 How variable your data are or are likely to be
 How precisely you want to measure change or trend
 The number of years over which you want to detect a trend
 How many times a year you will sample each point
 How much money and manpower you have

SAMPLE SIZE

I have targeted 40 customer and 15 employees in the age group above 21 years for
the purpose of the research. The target population influences the sample size. The
target population represents the Rajasthan Jaipur, Bikaner (for employees) regions.
The people were from different professional backgrounds. The details of our
sample are explained in chapter named primary research where the divisions are
explained in demographics section.

37
ERRORS IN THE STUDY

Interviewer error

There is interviewer bias in the questionnaire method. Open-ended questions can

be biased by the interviewer’s views or probing, as interviewers are guiding the
respondent while the questionnaire is being filled out.

The attitudes the interviewer revels to the respondent during the interview can
greatly affect their level of interest and willingness to answer openly. As
interviewers, probing and clarifications maximize respondent understanding and
yield complete answers, these advantages are offset by the problems of prestige
seeking, social desirability and courtesy biases.

Questionnaire error

The questionnaire designing has to careful so that only required data is concisely
reveled and there is no redundant data generated. The questions have to be worded
carefully so that the questions are not loaded and does not lead to a bias in the
respondents mind

Respondent error

The respondents selected to be interviewed were not always available and willing
to co operate also in most cases the respondents were found to not have the
knowledge, opinion, attitudes or facts required additionally uninformed response
errors and response styles also led to survey error.

38
Sampling error

We have taken the sample size of 40 customer and 15 employees, which cannot
determine the buying behavior of the total population. The sample has been drawn
from only Rajasthan Jaipur Region.

Research Design

Research design is a conceptual structure within which research was conducted. A

research design is the detailed blueprint used to guide a research study towards its
objective. It is a series of advanced decision taken together comprising a master
plan or a model for conducting the research in consonance with the research
objectives. Research design is needed because it facilitates the smooth sailing of
the various research operations, thereby making research as efficient as possible
yielding maximum information with the minimum effort, time and money.

Scope and the Limitation of the study

 The scope of study is limited to the respondents are selected from in and
around Rajasthan Jaipur.
 The project is carried out for the period of 45 days only.
 Measurement of customer satisfaction is complex subjects, which uses non-
objectives method, which is not reliable.
 The sample unit was also 40+15 respondents.

39
Data analysis

40
 DATA ANALYSIS & INTERPRETATION

 Customer Satisfaction
 Employee satisfaction

Customer satisfaction

Table No. 1 Satisfaction towards Mahindra Powerol

Satisfied Dissatisfied
80% 20%

dissatisfied
20%

satisfied
80%

Interpretation 1: The sample drawn on probability basis shows that 80% of the
customers were satisfied with Powerol variant and only 20% were not satisfied with
Powerol variant.

Observation: Most of the respondents approached were satisfied with Powerol

41
Table No: 2 Factors affecting customer satisfaction towards Mahindra Powerol

Factor No. of Respondent Percentage

feature
After Sales 13%
Service
20%

Style Low
15% maintenance
35%

Comfort
18%

Interpretation 2:

The sample drawn on the probability basis clearly shows that 35%
(14respondents) are the opinion that low maintenance is the satisfaction factor
Powerol and 20 %( 8 respondents) of them who view After Sales Service as a vital
factor for customer satisfaction. Followed by Comfort which corresponds to 18 %
( 7 respondents), Style with 15 %( 6 respondents) and only 12 %( 5 respondents) of
them view that feature of Powerol as satisfaction factor.

Observation:

Majority of the respondent are of the idea that low maintenance of the top most
feature contributing to customer satisfaction followed by after sales services
comfort style and features As such, Mahindra should focus on the aspects, which
will enhance the customer satisfaction and thus the market share

42
Table No: 3 Customer opinions towards fuel consumption.

Factor No. of Respondent

Extremely Satisfied 10
Satisfied 20
Neutral 7
Dissatisfied 3

Dissatisfied
8%
Extremely
Neutral Satisfied
18% 25%

Satisfied
50%

Interpretation 3: 100% of the respondents 50% of the respondents approached

were satisfied with the fuel consumption of the Powerol. Followed by 25% was
extremely satisfied, 17% are neutral and rest of the 8% is more dissatisfied with
fuel consumption of Powerol.

Observation: As majority of the respondents are satisfied with the fuel

consumption of Mahindra Powerol, the company should maintain the same
standard and it is suggested to come up with suitable measure to reduce the
negative opinion among the consumer who are of the opinion that the fuel
consumption is a dissatisfying factor.

Table No: 4 Customer opinions toward Safety and Comfort.

43
Factor No. of Respondent
Extremely Satisfied 9
Satisfied 19
Neither Satisfied & Dissatisfied 8
Dissatisfied 4

Dissatisfied
10%
Extremely
Satisfied
Neither 23%
Satisfied &
Dissatisfied
20%

Satisfied
48%

Interpretation 4:

100% of the respondents 48% of the respondents approached were satisfied with
the safety and comfort feature of the Powerol. Followed by 22% was extremely
satisfied, 20% are neutral and rest of the 10% was dissatisfied with safety and
comfort feature of Powerol.

Observation: As majority of the respondents are satisfied with the safety and
comfort feature of Mahindra Powerol, the company should maintain the same
standard and it is suggested to come up with suitable measure to reduce the
negative opinion among the consumer who are of the opinion that the fuel
consumption is a dissatisfying factor.

Table No: 5 Customer opinions toward Design.

44
Factor No. of Respondent
Extremely Satisfied 8
Satisfied 16
Neutral 11
Dissatisfied 5

Dissatisfied
13%
Extremely
Satisfied
20%

Neutral
28%

Satisfied
40%

Interpretation 5:

100% of respondents 40% of the respondents approached were satisfied with the
Design of the Powerol. 20% were more satisfied, 27% of them neutral and 13% are
dissatisfied with the design of the Powerol.

Observation:

As majority of the respondents are satisfied with the design of Mahindra Powerol,
the company should maintain the same standard and it is suggested to come up
with suitable measure to reduce the negative opinion among the consumer who are
of the opinion that the fuel consumption is a dissatisfying factor.

45
Table No: 6 Customer satisfactions toward Maintenance of Mahindra
Powerol

Factor No. of Respondent

Extremely Satisfied 9
Satisfied 20
Neutral 8
Dissatisfied 3

Dissatisfied
8%

Extremely
Satisfied
Neutral 23%
20%

Satisfied
50%

Interpretation 6:

The sample drawn on the probability basis shows that out of 100% of respondents
50% of the respondents approached were satisfied with the maintenance of the
Powerol. 22% were extremely satisfied, 20% of neutral and 8% are dissatisfied
with the maintenance.

Observation:

Though majority of the customer are satisfied that the maintenance cost of
Mahindra Powerol is less, around 20% are not satisfied which may be because of
comparison of Powerol with the newly launched competing brands coming with
even lower maintenance cost.

46
Table No: 8 Customer perceptions about Powerol

Very Good Good Average Bad Very Bad

8 19 8 5 -

Bad
13%
Very Good
20%

Average
20%

Good
48%

Interpretation 8:

The sample drawn on the probability basis shows that out of 100% of respondents
47% of the respondents gave Good response to Powerol. 20% gave Very Good
response, 20% gave Average response and 13% gave bad response to Powerol.

Observation:

As 67% of the respondents are satisfied that they are happy with Powerol,
it satisfies that the customer satisfaction levels are very high. If the company were
to identify the pitfalls in their product and undertake remedial measure, thus it will
lead to more good word of mouth publicity.

47
 Employee Satisfaction

1. Which of the following best describes the department you work in?
Factor No. of Respondent
Customer Service 4
Finance/Accounting 2
MIS 1
Sales/Marketing 6
Human Resources 2

Human Resources
13%
Customer service
27%

Sales/ Marketing
40%

MIS
7% Finance/ Accounting
13%

Interpretation 1:

This graph shows that 40% of employees are working in Sales/ marketing
department , 27% of employees are working in Customer service department,
13% employees in Human resources and 13% employees in Finance
department,7% are employees are working in MIS department

48
 2. My work group consistently provides courteous service even when the client
is unreasonable.
Factor No. of Respondent
Strongly Disagree 0
Somewhat Disagree 2
Neutral 3
Somewhat Agree 3
Strongly Agree 7

Somewhat
Disagree
13%

Strong Agree Neutral

47% 20%

Some what Agree

20%

Interpretation 2:

This graph shows that 47% of employees are strongly agree about the point , 20%
of employees are agree on the point, 20% are neutral,13% are disagree and rest 0%
of employees are strongly disagree.

49
 3. The Job Itself    
Strongly Disagree Neutral Agree Strongly
Disagree Agree
Job was challenging 0 2 4 3 6
Skills were effectively used 1 3 4 3 4
Job orientation was effective 1 1 2 5 6
Work load was reasonable 1 2 2 4 6
Sufficient resources were available 0 4 0 5 6
Work environment was safe, 1 1 2 6 5
comfortable and appropriately
equipped

0
Job was challenging Skills were Work load was Sufficient resources Work environment
Effectively used reasonable were available was safe,

Strongly Disagree Disagree Neutral Agree Strongly Agree

Interpretation 3:

This graph shows that mostly employees are strongly agree about the job itself ,
after that employees are agree about job itself , many employees are neutral , very
low employees are strongly disagree and rest employees are disagree about job
itself.

50
 4. The Department

   
Strongly Disagree Neutral Agree Strongl
Disagree y Agree
Had good synergy 1 2 3 4 5
Had adequate equipment 2 3 3 3 4
Was adequately staffed 2 2 3 4 4
Was efficient 1 2 2 5 5

0
Had good synergy Had adequately Was adequately Was efficient
equipment staffed

Strongly Disagree Disagree Neutral

Agree Strongly Agree

Interpretation 4:

This graph shows that mostly employees are strongly agree about dealership
department , after that employees are agree about department , many employees

51
are neutral , very low employees are strongly disagree and rest employees are
disagree about company department.

5.The Management      
Strongly Disagre Neutral Agree Strongl
Disagree e y Agree

Gave fair and equal treatment 2 4 2 3 4

Was available to discuss job related issues 2 3 4 3 3
Welcomed suggestions and encouraged 1 4 3 4 3
feedback
Maintained consistent policies and practices 2 4 3 3 3
Provided recognition for achievements 1 2 4 4 4
Encouraged cooperation/collegiality 2 3 4 3 3
Provided development opportunities 2 2 4 4 5

6
5
4
3
2
1
0
.. .. . . … . .
ia r… le… nt… on… on m
t… n s…
f ab te iti ti p tio
ve ail sis gn ra elo es
Ga av n co ope v g
as co re co de su
g
W ed ed ed vie
d
ed
ain id ag o m
t ov r pr o
ain Pr co
u elc
M En W

Strongly Disagree Disagree Neutral

Agree Strongly Agree

Interpretation 5:

52
This graph shows that mostly employees are strongly agree to management , after that
employees are agree and neutral are same to management , very low employees are
strongly disagree to management rest employees are disagree to management.

53
 6. The company clearly communicates its goals and strategies to me?

Factor No. of Respondent

  Strongly disagree 1
    Somewhat disagree 1
    Neither agree nor disagree 1
    Somewhat agree 6
    Strongly agree 6

Strongly Disagree
7%
Somewhat Disagree
7%

Neither agree nor

disagree
7%
Strongly agree
40%

Somewhat agree
40%

Interpretation 6:

This graph shows that 40% of employees are strongly agree about the point , 40% of
employees are agree on the point, 7% are neither agree nor disagree,7% are disagree and
rest 6% of employees are strongly disagree.

7. Sufficient effort is made to get the opinions and ideas of the employees. 

Factor No. of Respondent

Strongly Disagree 1

54
Somewhat Disagree 2
Neutral 4
Somewhat Agree 4
Strongly Agree 4
   

Strongly Disagree
7%
Strongly Agree Somewhat Disagree
27% 13%

Somewhat Agree
27% Neutral
27%

Interpretation 7:

This graph shows that 27% of employees are strongly agree about the point , 13% of
employees are agree on the point, 27% are neutral,13% are disagree and rest 6% of
employees are strongly disagree

8. Management is committed to continuously improve the quality of products and

services

Factor No. of Respondent

   Well below expectations 1

55
   Below expectations 4
   Meets expectations 6
   Above expectations 3
   Well above expectations 1
   

Well above expectations Well below expectations

7% 7%
Above expectations
20% Below expectations
27%

Meets expectations
40%

Interpretation 8:

This graph shows that 40% of meet expectations about the point, 27% of below
expectations on the point, 20% are above expectations, 7% are well above expectations
and rest 6% well below expectations in term of Management is committed to
continuously improve the quality of products and services

56
FINDINGS

]FINDING

57
Based on the data gathered by administrating schedules to customers the following
observations are made.

1. Mahindra Powerol has excellent percentage of customer satisfaction according to

the data shown in table 1 of the data analysis and Interpretation topic.

2. Most of the people are satisfied with its low maintenance cost and after sales
service provided by Mahindra Powerol.

3. Based on the fuel consumption, most of the people are satisfied with it.

4. Based on Safety and Comfort, Design, Space, Maintenance most of the people are
satisfied with it.

5. If we took the satisfaction level of people toward Powerol, it becomes good.

6. Its features and style satisfy most of the people.

7. Employees are completely strongly satisfied with their job although their salary is
good enough.

8. Employees are getting value to their work.

9. There is negatively comparison between peers especially regarding targets.

10. They often feel overworked.

RECOMMENDATION

58
 1. Mahindra Company has to implement good customer relationship
management strategy that enhances customer satisfaction level.

2. The company can for the undertake R&D to improve the existing feature which
field help increase in the customer satisfaction.

3. The company should promote about the entire feature offered by it.

4. As majority of the customer give opinion that they are satisfied is the factor,
services and design of the product of the company should taken not only maintain
the existing standard but also enhance them.

To increase the job satisfaction level of the employees the company should concentrate
mainly on the incentive and reward structure rather than the motivational session.

1. Ideal employees should concentrate on their job.

2. Educational qualification can be the factor of not an effective job.
3. Company should give promotion to those employees who deserve it.

CONCLUSION

59
1. Mahindra Powerol has a very good market share in the state of Rajasthan
Jaipur for the Genset Segment

2. The company is offering good services, which is reflected on the satisfaction

of the customer.

3. Majority of the customer are satisfied with the Gensets.

4. Company provided good facility of employees for his job

5. Mahindra Limited offers an environment for professional growth for every

employee.

6. Mahindra offer foreign tour for who employee and dealer achieved targets.

7. Young leader can take decision and implementation of new ideas.

BIBLIOGRAPHY

60
www.mahindra&mahindra.com

www.mahindrapowerol.com

www.google.com

www.indiaindustry.com

61
 QUESTIONNAIRE

 Customer Satisfaction
 Employee Satisfaction

Customer Satisfaction Questionnaire

62
a) Name ………………….. b) Occupation ………………………………..

c) Age …………………….. d) Income…………………………………….

e) Address:-……………………………………………………………………………..

1) Are you a satisfied with Mahindra Powerol?

a. Yes

b. No

2) If “Yes” Which factor you consider is satisfies you most?

a. Feature

b. Low Maintenance

c. Looks

d. After Sales Service

3) Are you satisfy with the fuel consumption of POWEROL?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

4) Are you satisfied with the Safety and Comfort of POWEROL?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied
5) Are you satisfied with the Design?

a. Extremely Satisfied

b. Satisfied

63
c. Neutral

d. Dissatisfied

6) Are you satisfied with Maintenance cost?

a. Extremely Satisfied

b. Satisfied

c. Neutral

d. Dissatisfied

9) Your general perception about Powerol.

a. Very Good

b. Good

c. Average

d. Bad

10) Do you want to give any suggestion about any change in the Powerol?

64
 Employee Satisfaction Questionnaire
1.
Which of the following best describes the department you work in?
   Customer Service
   Finance/Accounting
   MIS
   Sales/Marketing
   Human Resources
 
2.
My work group consistently provides courteous service even when the client is
Unreasonable
   Strongly Disagree
   Somewhat Disagree
   Neutral
   Somewhat Agree
   Strongly Agree
3. 
The Job Itself

1  2  3  4  5 
Strongly DisagreeNeutralAgreeStrongly
Disagree Agree
Job was challenging
Skills were effectively used
Job orientation was effective
Work load was reasonable
Sufficient resources were
available
Work environment was safe,
comfortable and appropriately
equipped

65
4.

1  2  3  4  5 
Strongly Disagree Neutral Agree Strongly
Disagree Agree
Had good synergy
Had adequate equipment
Was adequately staffed
Was efficient
The Department

5.

1  2  3  4  5 
Disagree Neutral Agree Strongly
Strongly Agree
Disagree
Gave fair and equal treatment
Was available to discuss job related issues
Welcomed suggestions and encouraged
feedback
Maintained consistent policies and practices
Provided recognition for achievements
Encouraged cooperation/collegiality
Provided development opportunities
The Management

66
6. The company clearly communicates its goals and strategies to me?

   Strongly disagree
   Somewhat disagree
   Neither agree nor disagree
   Somewhat agree
   Strongly agree

7. Sufficient effort is made to get the opinions and ideas of the employees. 

   Strongly Disagree
   Somewhat Disagree
   Neutral
   Somewhat Agree
   Strongly Agree
   N/A

8. Management is committed to continuously improve the quality of products and

services

   Well below expectations

   Below expectations
   Meets expectations
   Above expectations
   Well above expectations
   No commitment

Employee profile

67
a) Name ……………………..

b) Dealership Name………………………………………

c) Age......................................

d) Income…………………………………………………

e) Address:-
………………………………………………………………………………………

………………………………………………………………………………………
.

68