Académique Documents
Professionnel Documents
Culture Documents
Master of Business Administration, MBA is one of the most reputed professional courses
including both theory and practical as a part of two years curriculum. After completion of
first year students are required to undergo summer training for eight weeks.
Realizing the practical experience is an important as academic for all round development of
management personnel. Summer training is an exercise by means of which student learn
many things which cannot be taught in classroom.
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The major objective of training is to make students familiar with the organization cultu re
and practical work environment.
First part includes the Introduction of Organization. Which covers About Aditya Birla Group,
Company Profile,Idea͛s Partner, and Service and Products..
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I express my sincere thanks to my project guide, Ms. Richa Jain, Asst. Prof.,MBA(OKIMR) for
guiding me right from the inception till the successful completion of the project. I sincerely
acknowledge her for extending their valuable guidance, support for literature, critical
reviews of project and above all the moral support s he had provided to me with all stages of
this project.
KRISHAN AVTAR
SHARMA
MBA II YEAR
EXECUTIVE SUMMARY
Customer is king Some Marketing guru ri ghtly says this proverb. In the present scenario the
customer is the driving force the all activities going on the organization. If a organization
want to grow at the remarkable pace then it has to take a good care of its customer¶s.
The importance of cus tomer relationship management is that with precise information
companies can focus on issues that truly drive customer satisfaction. A directed focus often
leads to cost reduction because companies can emphasize improvement in area of
customer relationship leads to more loyal customers, who tend to be the most profitable
customer. An inclusive customer satisfaction and loyalty program can therefore, be
considered a sources of future profits .
The research used in project is qualitative type. This primary ob jective of my research is to
find out how CRM is maintain in Idea Cellular and my secondary objective is to find out
customer satisfaction at idea cellular at kota. For which I prepared a questionnaire.
CONTENTS
1 INTRODUCTION OF
ORGANIZATION
2 CONCEPTUAL FRAMEWORK
3 RESEARCH METHODOLOGY
5 FINDINGS
6 CONCLUSION
7 SUGGESTION &
RECOMMENDATION
APPENDIX
BIBLIOGRAPHY
| Y
Y
YY YOBJECTIVE
2. COMPANY PROFILE
3. EXPORT DOCUMENT
4. EXPORT PROCEDURE
5. IMPORT DOCUMENTS
6. IMPORT PROCEDURE
7. SUGGETION
8. CONCLUSION
9. BIBLIOGRAPHY
COMPANY PROFILE
~1) ABOUT COMPANY: -
< <
The Kota unit employees are on Technical base which is staffed by 226 engineers mid
1389 skilled worker. Instrumentation limited has multiiuiit company. It has two plants. One
at Kota ~raj) and the other is Palghat ~Kerel a),
The main products items of instrumentation limited comprise of temperature, pressure tran
smitters ,magnato -Electronic instruments Electronic recorder, Indicators and Controller
spars parts. At present [he total no. of staff of instrumentat ion limited are about 1700,
Officers-200
Supervisees-700
Workers-800
Who is the overall in charge with a team of managers like Vice president, Personnel
Manager Marketing managers, Purchase manager, Production manager etc and
Employees involve under this team.
To above Y are other officers like supervisors, office Y Y other
workers.
WORKERS OFFICERS
800 200
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SUPERVISORS
700
Shitl~B)-3P.M. To 11P.M.
Shift~C)-8A.M. To 5P.M.
PLANT LOCATION:-
Board of Director
Chairman-cum-Managing Director
Company
Secretary
Kota Palakkad
Exports Regional & Branch
Unit Unit
Division Site Offices Offices
Subsidiary
Corporate
Unit
F&A
REIL
Corporate
P&A
Corporate
R&D
* Fabrication Shop.
*Mcchanical Shop.
GYMarketing department
GY Process improvement.
GYCUSTOMER FOCUSED: -
GYLEADERSHIP:-
GINVOLEMENT OF PEOPLE:-
People at all levels are the essence of an organization and their full
investment enables their ability to be used for the organization benefit
GPROCESS APPROACH:-
? Y Y Y
|Y Y
Y? Y?
CUSTOMERS
REQUIREME
NT
CONT1NUAL IMPROVEMENT OF THE
QUALITY MGT. SYSTEM
Measur
ement
analysis &
improve
REQUIRE
MENT"---
INSTRUMENTATION LIMITED-VARIOUS PLAN
LS/UNITS/SLIBSIUERIES COMPANIES: -
RAJSTI1AN ELECTRONICS &
INSTRUMENTATION LMT. JAIPUR
c
INSTRUMENTAL
IL-POWER ELECTRONIC-K.OTA LIMITED INSTRUMENTATION CONTROL VALVE.
LTD PALGHAT
INSTRUMENIATION DIGITAL
CONTROL LMT. KOI'A
G
The employees and managerial persons are so interrelated to each other that they call
them selves the "members of Instrumentation limited group".
Different employees welfare programmers are held by the company for the
Example is the HOUSING Facility, Education loan for the employees as well as his
family. Transportation Facility, Medical Facility. Medical leave. Cell
All these things improve the skills and faith of the employees.
Participation activities,
Nearly 1700 employees are employed in the company. Medical check ups are
So that to save the employees from the physical injury. Employees are
12th -55to60/month
KOTA UNIT:-
G TELICOM PRODUCTS
> RECORDER/INDICATORS
GYYYGAS&LIQUED ANAUSER
PALLAKKAD UNIT:-
GYYYCONTROL VALVE
> LOW&HIGIIAN'LICATIONS
KOTA UPS>
Y |?Y
Following explanations gives an up-to-date picture of Export Documents and
the use
EXPORT ORDER:
ORDER ACCEPTANCE:
The order acceptance is another important commercial document prepared by the exporter
confirming the acceptance of order placed by the importer, Under mis document he commits the
shipments of goods covered at the agreed price during a specified time. The order
acceptance normally covers the name and address of the exporter, name and address of
the consignee, port of shipment, country of final destination, the description of goods, quanlily,
price each and total amounts of the order, terms of delivery, details of freight and insurance,
mode of transport, packing and marking details, term of payment etc.
MATE'S RECEIPT:
Mate's receipt is issued by the chief of vessel after the cargo is loaded and it contains the name
of shipping line, vessel, port of loading, port of discharge, place of delivery, marks and numbers,
numbers and kind of containers, description of goods, container status/seal number, gross
weight, condition of cargo at the time of its receipt on board the vessel and shipping bill number
and date. The mate's receipt is of a transferable nature and must be presented immediately at
die shipping company^ office to be exchange into bill of lading,
BILL OF LADING:
The bill of lading is a document issued by the shipping company or its agent
acknowledge the receipt of goods mentioned in the bill of shipment on board the vessel
and undertaking to the delivers the goods in the like order of assignee, provided the freight
and other charges specified in the bill of A lading and as soon as the exporter obtains the
mate receipt, he should prepare the bill of lading in the fonns obtained Irom the shipping
company or its agent. The exporter or his shipping agent has to fill up the is form with relevant
details from the shipping agent has to fill up this form with relevant details such as the name of
the consigner, date and place of shipment, name and destination of the vessel the
description, quantity and destination of goods, marks an d numbers, invoice number, GR number,
gross and net weight, number of packages and amount of freight etc.
AIRWAY BILL/AIR CONSIGNMENT NOTE:Y Airway bill is the receipt issued by the airline
company for the carriage of goods under certain terms and conditions. airway bill is not
treated, as a document of title is not issued in negotiable form airway bill is generally issued
in 3 copies. 1 copy each is for the carrier, consignee and ,he consignor, Indian exchange
control discourancc consignments of goods in
the name of cither importer, buyer or his agent if the export is not covered under a
letter of credil wilh such requirement. Since the goods are delivered to the consignee mentioned
in the airway bill, after identifying himself as the party numed in the airway bill as consignee
or receiver of the goods, against payment of charges, if any, to hold the control over the goods
until payment or the commitment for payment is made, the exporter should consign the
goods in the name of the foreign correspondent bank.
CERTIFICATE OF QRlGIN:Y Y Y The exporter should obtain certificate of origin from any
recognized chamber of commerce, Export Promotion Council or " Government
Department on payment of a small fee.
YA packing list should include ~he date of packing, connecting invoice number, order number,
details of shipping such as the name of the steamer, bill of lading, number and dale of sailing,
case number to \vhich the list relates, details of goods such as quantity and weight and item
wise details. Normally 12 copies of packing list should be prepared. The 1*' is to be kept inside the
package, copies to be sent with shipping documents, 3 copies to the agent and 2copies
CERTIFICATE OF INSPECTION:
CERTIFICATE OF MEASUREMENT:
Freight can be charged either on the "*" basis of weight or measurement. When it isYcharged on
weight basis, the weight 9 declare by the exporter is accepted. However a certificate of
measurement from the Indian Chamber of Commerce or any other approved organization may be
obtained by the exporter and given to the shipping company for calculation of necessary YYYYYYYY
freight.
SHIPPING ORDER:
CART/LORRY TICKET:
The Ticket is prepared for admittance of cargo through the port gale. This is also known as 'Vehicle
Ticket or Gate Pass1. This includes the details of export cargo i.e, shippers name, cart number,
marks on packages, quantity and description.
COMMERCIAL INVOICE:
An invoice is a document which contains the detailed description of goods consigned, the
consignor's name, the consignee name, ^ name of acceptance or contract number and date,
country of origin, marks and number and number of packages, special marketing if any, quantity
shipped, selling price to the purchaser for each unit and total, terms of payment, terms of sale
~FOB, C&E GIF, FAS), amount of freight and insurance if applicable, import license number,
particulars about packing, consular and customs declaration.
SHIPPING BILL:
YYY
Y
YY
This type of shipping bill printed on White paper and used for the guods for which
neither duty nor fees are applicable. It is also used for the goods manufactured out
of materials imported under the duly free import.
Y Y
this type of shipping bill is used tor goods subjected to export duty, which cither
entitled or not entitled for drawback. This shipping bill is used separately in respect
of which export duly is levied on the basis of market price and tariff assessed value
and printed on Yellow paper for all goods except Mica and Jute.
Y
Y
In case of goods imported for re-export and kept In-Bond, this type of shipping bill
is used which is printed on Yellow paper.
Y|
Y
Certificate of origin
Shipment advice
Certificate to the importer
of origin
Presentation of document to bank
YQualSiv control Inspection- When the production is being done the packing and
folding department of the exporter makes an inspeclion of the quality of goods that
Central Excise Clearance- when production schedule is over and the goods are
ready for dispatch at the factor}' doors, and the AR,E form with six copies depicting
the description of the goods and its value is prepared . Of the total seven copies, six.
Copies arc of administrative importance, three of which ~original, duplicate, triplicate)
arc sent to the excise department and remaining the company retains three,
Dispatch of the documents to the export department of the f ir m by Ilic factory office-
the factory office prepares a dispatch advice and sends sit lo the export department
along with the following documents; Railway receipt/lorn' receipt AR.-4 form ~original &
duplicate) Duplicate copy of delivery note signed by the factory office it states that the
consignment has been sent lo the stale town.
Induction of Ihe CHA ~Custom House Agont> in the logistics - As soon as the
goods arc ready to clear the factory gates Ihe management of the cargo goes into
the hands of CHA, who further looks upon the future course "of action vis -a-vis the
1. The CHA on the behalf of exporter fills the request form for the use of terminals for
exports. With the request form; the exporter or CHA submitted some additional
documents. These documents are packing list and commercial invoice.
2. As per Ihe requirements of the exporter the Export Customer Relation Officer ~CR)
provide the required services and the fill the charges sheet. The payment of the same
is to be paid to ICD in advance.
3. The ICD'S export in -charge generate specific and unique index number for the
particular request.
4. For the movement of empty container the CR issues form number # 12 to the transfer,
Mumbai.
5. The transporter picks up the empty container of a particular shipping line and sends it
to the factory of an exporter for stuffing.
6. Then the container get stuffed and brought to ICD for the required the
documentation procedure and customs examination and clearance procedure.
~a) If the factory of the exporter lies outside the PCMC area, 3 copies of
loaded container gate pass are generated -
~b) If the factory lies in the PCMC. 3 copies of empty container gate pass along
with 3 copies of loaded container gate pass are generated. All of them are
distributed to the authorities as same as above. These documents fulfill
the octroi requirement and serve as an instruction lo gale in-charge to let the
container come inside the premises of the company for custom
examination and clearance.
8. The CHA on the behalf of exporter submits the shipping bills to the customs department.
Shipping bill is a statement showing the specification of the goods to be exported.
9. The role of customs department start from this stage. First the appraiser wa tches
the documents submit Led by the CHA thoroughly, if he feels the physical
examination necessary, he indicates the examiner for the same. In the normal
case it is carried down sequentially. After the assessment the appraiser signs the
shipping bill, invoice and packing list- Once the appraiser signs. The CHA fills
challan and pays die customs duty.
10. The appraiser then gives order for the physical examination of the goods to be
exported. The Inspector goes in export warehouse and examination the goods
and cross checks them with packing list, commercial invoice and shipping bill,
after physical examination the customs department allows to clear the cargo for
exports. The bottle seal is put to the container.
11. The duty signed transference copies are given lo in a sealed and stamped
envelope,
12. ICD export in-charge, after receiving commercial invoice, shipping bill transicrcncc
copies generates following documents -
- 1 copy to CHA/lmporter
- 1 copy to transporter.
1. CHA on behalf of exporter Fills the request form tor the use of terminal for
export and submits commercial invoice and packing list along with It.
2. The details are then feed in CFS management system in order to generate
a specific and unique Index number tor the particular shipment.
3. Exports in-charge generates 3 copies of gate pass bulk for allowing ihe
truck loaded with goods enter inio the premises of the I CD.
4. 1 copy of this gate pass is sent to chief superintendent octroi post, PCMC. 1
copy has been given to transporter and 1 copy remains with ICD gale in-charge,
5. After the arrival of the break bulk goods, export in -charge generates issue
note for warehouse in-charge to assign a specific location in export
warehouse. Security guard present notes the records of number of packets
and location assigned down there in activity slip.
7. After the customs clearance and examination procedure ~same as FCL export)
goods are permitted to be stuffed in the closed CBT ~closed body truck).
R. Next step involves the generation of letter for the customs department, Dronagiri
which is the place from where the LCL goods are consolidated and converted into
FCL for loading it on the vessel.
9. Same as above 6 copies of job order are generated out, such as 1 copy to
customs department, Drouagiri, 1 copy to CI1 A/Importer.
1 copy to transporter.
10. Exporter in-charge also generated 3 copies of gate pass for allowing the CBT to
leave the premises of ICD. From these 3 copies, 1 is sent lo chief superintendent of
octroi post PCMC, 1 given to transporter and 1 copy remains with gate in -charge.
11. CHA submits the transference copies to the ICD export in -charge in a sealed and
stamped envelope.
12. The CBT is allowed to depart from the premises of ICD after checking gate pass.
13. These goods are consolidated in a 20 feet or 40 feel container at Dronagirl and
finally loaded on the vessel.
AIR EXPORT PROCEDURES
1. CHA/Exporter fills the request form for the use of terminal for exports along with the
airway bill, commercial invoice, packing list and shipping bill.
2. Feeding the CFS management system with relevant details of the particular
consignment generates the index number.
3. Further 3 copies of gate pass are generated and distributed to the authorities
accordingly ~as above),
4. 1 copy of this gale pass is sent to chief superintendent octroi post, PCMC. I copy
is given to transporter and 1 copy remains with 1CD gate in-charge.
5. After the arrival of the break bulk goods, export incharge generates issue note
for warehouse security guard present notes the record of number of packets and
location assigned down there in activity slip.
6. There is a special location for air cargo in the export warehouse, as it needs special
attention. Here at export warehouse of it is two segments at extreme right corner of the
warehouse.
7. CHA approaches the customs department for the apprising and inspection of cargo
in order to gel it cleared. He obtains shipping bills and transference copies duly
signed by the authorities and further submits the same with the exports in-charge of
1CD office.
8. The stuffing sheet is sent to warehouse in -charge to make arrangement for stuffing the
cargo in the CBT.
11. The documents are distributed accordingly to the authorities concerned ~same as
above).
12. CHA submits the transference copies along with EGM and transit permit duly
signed by the customs authority, sealed and stamped. These transference
copies arc sent Sahar air cargo complex for customs for customs formalities at
Airport,
13. The gate pass is generated and CBT is allowed to proceed for SACC, Mumbai,
IMPORT DOCUMENTS
Following explanation gives us an up-to-date picture of Import documents
and Ihe use and requirement of each document:
3. LETTER OF CREDIT: At the request of the Importer his hank issues a letter of
credit in favour of the Exporter through its correspondent in the country of the
Exporter giving him authority to draw bills up lo a particular amount ~as per the
contract price) covering a specified shipments of goods and assuring h im of
payment against the delivery of shipping document The operations of letters of
credit have been regulated and are govern by UCP 500 of International Chamber
ofCommerce, Paris.
4. TRANSPORT DOCUMENTS -
YY CERTIFICATE OF ORIGIN:Y Many counties require a certificate from the overseas
supplier stating the origin of goods and certified by the Chamber of Commerce or
any other recognized authority in the Exporter's country.
Y PACKING LIST/NOTE:Y A packing list/note includes the date of packing, connecting
invoice number, order number, details of shipping such as the name of the steamer.
Bills of Lading number and date of sailing, case number to which the list/note relates,
details of goods such as quantity and weight and item wise details, packing list helps
the Importer or his agents to clear the goods easily from customs author ities/ports.
11. BILLY OF ENTRY: The bill of entry is a document, prepared by the Importer or his
clearing agent in the prescribed from under Bill of Entry Regulation, 1971, on the
strength of which clearance of Imported goods can be made. The different kinds of
Bill of Entry used tor following purposes:
Y
YYYY
Y
Y This kind of Bill of Entry
is also known as 'Warehousing or Into Bond Bill of Entry' used where the
duty is not paid but the Imported goods are transferred to customs
recognized bonded warehouses.
Y Y
*
IMPORT AND CUSTOMS CLEARANCE PROCEDURES
The procedures followed along with all aspects of documentation and clearance
from customs authority can be explained as follows
1. The CHA on behalf of Importer fills the request from for the use of terminal for
Imports. With the request form; the Importer or CHA submitted some additional
documents. These documents are -
YYYY
YYYY|
YY
YYYY YY
2. As per the requirements of the Importer, the customer relation executive ~CR)
provides Ihe required services and fills the charges sheet. They payment of the
same is to be paid to ICD ADVANCE.
3. The ICD'S Import in-chorge generates specific and unique Index Number tor
the particular request,
5. Job order is a statement of request made by the CR Imports of ICD to port trust
manager to make necessary arrangements to unload the container from the
ship or vessel and load it on the trailer so that it can be brought to ICD. All the 6
copies are distributed among various authorities as follows -
7. From the 3 copies of Gale Pass, one is sent to chief superintendent ~octroi)
so as to facilitate the transportation from port to ICD, 1 copy is given to
transporter and 1 copies goes to gate in-charge to let the trailer enter the
premises.
8. The CHA, forthe purpose of custom clearance submits the bill of entry to the customs
authority.
9. The Bill of entry submitted by CHA is then compared with Import General
Manifest ~IGM) submitted by the NOVCC or carrier itself. After comparison the
bill has been assigned a specific number.
10. After the assignment, of a specific identification number CHA gives the bill of
entry to appraiser who checks the classification of goods, value of goods and
duty applicable on the same - First the appraiser checks the document
submitted by the CHA thoroughly, if he feels the physical examination
necessary, he indicates the examiner for the same. In the normal case it is
carried down sequentially. After the assessment the appraiser signs the bill of
entry. Once the appraiser signs Ihe B.CXE. the CHA fills challan and pays the
customs duty.
11. Now Ihe CHA approaches the examiner to carried out physical examination
order is a statement of instruction to ICD that the cargo is to be de-stuffed for
the purpose of physical examination by the cusloms authority and not for the
final delivery to the Importer as he had not yet cleared the dues of shipping
line.
12. Alter the checking the examination order imports in -charge prints de-stuffed sheet
so as to instruct yard in-charge to arrange for de -stuffing and customs examination of
imported cargo,
13. The custom examiner opens the packet, which he desires and randomly examines
the weight, quantity and order specifications mentioned in the documents backing
the particular Import shipment. If all the goods are found as per order, the goods are
considered customs cleared.
14. The remaining procedure contains no complicatio n as |he CHA submits the
deliver)' order to the ICD office and takes issue note. The cargo is de-sluffed
from the container in the case of ICD de -stuffing, while in the case of
factory de-stuffing the yard in-charge has been instructed to let the container go to
factory for de-stuffing.
CONCLUSION
I would like to conclude by specifying the fact ~hat "DOCUMENTATION" plays a major role in
International competition.
I would like to conclude that; "CARRY PAST CORPORATION" is providing the belter
services to customers.
c
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