Godrej Project Final

CHAPTER- 1
70
Swami Vivekananda MBA college, Veda
• About Godrej
 Background
Godrej Group is one of the largest conglomerates in India, involved in various industries that
include appliances, precision equipment, machine tools, furniture, healthcare, interior
solutions, office equipment, food-processing, security, materials handling and industrial
storage solutions, construction and information technology. Its products include security
Systems and Safes, Typewriters and Word processors, Rocket Launchers, Refrigerators and
Furniture, Outsourcing Services, Machine Tools and Process Equipment, Cosmetics and
Detergents, Engineering Workstations, Medical Diagnostics and Aerospace Equipment,
Edible Oils and Chemical, Mosquito Repellents, Car perfumes, Chicken and Agri-products,
Material Handling Equipments Like FORKLIFT Trucks, Stackers, Tyre handlers, Sweeping
machines, access equipments etc. The Group is headed by Mr. Adi Godrej & Mr. Jamshyd
Godrej.
Traditionally, Vikhroli, a suburb to the Northeast of Mumbai has been Godrej's

manufacturing base, but increasingly the groups have moved significant production facilities
inland in search of cheaper pastures.
70
GODREJ GROUP PROFILE
Started in 1897 as locks manufacturing company, the Godrej Group is today one of the most
accomplished and diversified business houses in India. Godrej's success has been driven by
the company's commitment to delivering innovation and excellence. Through the consistent
application of this commitment and a century of ethical business conduct, Godrej has earned
an unparalleled reputation for trust and reliability.
In 1930, Godrej became the first company in the world to develop the technology to
manufacture soap with vegetable oils; that spirit of innovation has continued throughout the
organization's history. Today Godrej is delivering consumers exciting innovations across a
spectrum of businesses. The company's pursuit of excellence is equally well established and
enduring. In the 1944 Mumbai docks blast, Godrej safes were the only security equipment
whose contents were unharmed; an equal level of product quality continues to be expected
from every product bearing the Godrej brand name. Godrej management understands that the
company's greatest asset is the trust and faith that consumers have reposed in it, and
recognizes that the company must continue to earn this trust. This translates to the
organization delivering outstanding quality and value in everything it does.
Godrej's ethical and visionary practices have allowed the company to successfully expand
into a number of businesses. Today Godrej is a leading manufacturer of goods and provider
of services in a multitude of categories: home appliances, consumer durables, consumer
products, industrial products, and agri products to name a few. A recent estimate suggested
that 350 million people across India use Godrej products. The group has more recently
entered the real estate and information technology sectors, and management views these as
avenues for enormous growth.
The Godrej Group stands in a strong position today. With annual sales in excess of $1 billion,
a workforce of approximately 18,000, and a strong diversified portfolio, Godrej has proven
its ability to deliver strong financial performance.
(Source: - www.godrej.com)
70
• Group Structure
70
GODREJ GROUP OF COMPANIES
70
 The Godrej Group
The Godrej Group has interests in a wide range of businesses. Apart from GCPL, the Major
Companies in the Group include:
 Godrej & Boyce Manufacturing Co. Ltd – a leading manufacturer of office and
home Equipment including appliances, furniture, locks, security equipment, storage
solutions And Industrial equipment.
 Godrej Industries Ltd. – a leading manufacturer of oleo chemicals that are used in
more than two dozen industries. The Company also has a presence in the foods business.
 Godrej Agro vet Ltd. – the market leader in animal feeds and innovative agri
products in India. The Company also has a presence in the branded poultry, rural retailing
and oil palm sectors.
 Godrej International Ltd. – engaged in international trading.
 Godrej Sara Lee Ltd. – a joint venture with Sara Lee Corporation, USA and a
leading Manufacturer of household insecticides.
 Geometric Ltd. – a specialist in Product Lifecycle management software solutions for
the Mechanical design, manufacture and industrial markets.
 Godrej Properties Ltd. - a leading developer of residential and commercial
premises.
 Godrej Hershey Ltd. – markets juices, fruit drinks, and soya milk based drinks,
edible oil and Packaged tea. In FY 2006, GBFL has acquired 100 percent stake in
‘Nutrine Confectionery Company Pvt. Ltd.’ (Nutrine). In April 2007, the company
entered into a joint venture with the Hershey Company, North America’s leading
chocolate and confectionery manufacturer, to Manufacture and distribute confectionery,
snacks and beverages across India. Being part of the Godrej Group allows Godrej
Consumer Products to draw upon the rich heritage and Experience of the Group.
In line with GCPL’s vision and long-term business objectives, all corporate Decisions are
independently taken by the Company’s highly respected Board in conjunction with
competent management teams, keeping in view the best interest of all its stakeholders.
70
• BUSINESS FACTS
 Continuously expanding marketing and sales infrastructure
• GCPL possesses a well entrenched and established distribution network serviced by a
highly motivated sales organization
• Consistent focus on enhancing reach and presence especially in growing domestic rural
regions as well as international markets
• Sophisticated IT connectivity with distributors
 Robust manufacturing and Supply Chain competencies
• State of the art manufacturing facilities spread across the country
• Factories strongly committed to TQM culture, adhering to International & Indian
Standards and systems and following Good Manufacturing Practices (GMP)
• Sophisticated ERP systems across the business
 Well-developed R&D capabilities
• Focus on innovation and development of novel consumer centric products and processes
 Energized and experienced teams
• Strong focus on enhancing skills and competencies across functions through training &
periodic
• Young Executive Board comprising young managers formed as part of a Group initiative
to Devise strategies and identify new opportunities
 Corporate Governance
• Envisages attainment of the highest levels of transparency, accountability and equity in
all Facets of its operations and in all its interactions with its stakeholders including
shareholders, Employees, lenders and the Government.
• Committed to achieve and maintain the highest standards of Corporate Governance.
• Ensures that all its actions serve the underlying goal of enhancing overall stakeholder
value over a sustained period of time.
• The Company continues to enjoy a corporate governance rating of CGR2+ (pronounced
as CGR two plus) and Stakeholder Value Creation Rating of SVG1.
(Source: - www.godrejindia.com)
70
• BUSINESS DRIVERS, SUSTAINERS, ENABLERS
Godrej Consumer Products is a well entrenched, focused and growth oriented FMCG
Company.
• Key drivers:
• Focus on completely understanding consumer requirements and behaviour and introduction
of innovative new products
• Consistent focus on delivering Value for Money products
• Consistently augmenting domestic marketing and sales reach and distribution
• Globalization – introducing new product ranges, new variants and exploring new
Geographies
• Key sustainers:
• Rich heritage and experience across identified segments
• Competent and experienced management team backed by committed executives and
Workforce
• Cutting edge manufacturing and operating infrastructure.
• Well developed brands across both soap and personal care portfolios.
• Key enablers:
• Introduction of efficiency oriented measures like ‘EVA’ to encourage a result oriented
Approach and reward correct decision-making.
• Focus on brand building.
• Cutting edge IT and systems infrastructure designed to optimize accounting,
Manufacturing, marketing and sales.
• Robust technology base and established systems and processes to ensure consistency in
Quality.
70
ORGNAIZATIONAL DEVELOPMENT
To grow in an increasingly competitive and dynamic environment, the Company places great
Importance on developing its human resources. Various initiatives are undertaken keeping in
mind Overall organizational development, with a strong emphasis on enhancing employee
productivity, Accountability and efficiency, while also allowing the Company to be more
market focused, Consumer-centric, cost conscious with deep consumer insights. As a
testimony of the Company’s well Structured HR approach, GCPL was ranked as the 11th
Best Employer in India in the Outlook Business Hewitt Best Employers in India 2009 Study
and as one of the 25 Best Employers in Asia in the Wall Street Journal Asia – Hewitt Best
Employers in Asia 2009 Study. GCPL was ranked 6th in the Best Companies to Work For in
India Survey conducted by Business Today and Mercer TNS and was Ranked9th amongst
250 companies in India as the Great Place to Work conducted by The Great Place to Work
Institute in 2008. Some of the initiatives taken by the Company are given below.
GCPL has a Performance Linked Variable Remuneration approach in its compensation

policies, facilitating a transparent performance management system. This system, based upon
the Balanced Scorecard’ methodology, has a strong focus on EVA enhancement among the
Employees, creates a framework for performance evaluation and translates strategy into
Tangible objectives and measures.
Being part of the Godrej Group offers executives both cross-functional and cross industry
Experiences through stints with affiliate Group companies. This not only enables the
Development of new skill sets, but also facilitates knowledge sharing and promotes best
practices across the Company.
A stimulating work environment and well structured coaching programmes for all Executives
have also succeeded in improving GCPL’s ability to attract and retain the best talent and
expertise.
70
To tap the young talents of GCPL, the Company set up two strategic teams – Blue and Red
teams which analyzed GCPL’s strengths, weaknesses, opportunities and threats and then
presented a three-year strategic business plan to the Company’s senior management team. A
Plum Team consisting of the senior management and the two teams selects the best options
and ideas for implementation. This activity is carried out once every two years.
Young Executive Board - an initiative intended to energize and motivate young decision
makers. This Board includes young managers from the Godrej Group and develops strategies
for the group.
Apart from several team-building activities through various methods such as outbound
workshops, training programmes, etc, GCPL also conducted the Advanced Management
Program for Managers, who have 5-10 years of professional experience. The program
involved an exposure to the basics in respect of all functional areas, followed by a
comprehensive curriculum, covering advanced management knowledge.
The Malanpur factory has the executed 5th long term settlement with workmen
representatives in a win-win manner. This agreement has resulted in improving noodles/soap
production &productivity, rationalizing labour, leveraging multi-skilling, job rotation and
flexibility and sustaining key performance indicators with respect to TQM/TPM initiatives.
GCPL has extended its HR practices to its overseas subsidiaries of Keyline (UK), Rap idol
(SA), Godrej Global Middle East, Dubai and Kinky (SA). The Company has also been able
to deploy human resources to these subsidiaries from GCPL, India thereby strengthening key
functions and providing global exposure to our Indian workforce. Notably, this year, the
company launched the new Godrej logo initiative, encouraging employee involvement across
all levels and locations during the launch. The Company conducted various initiatives to
enhance employee engagement around the new brand such as the “Bedhadak Bolo “contest,
career counselling for the employee’s children and preventive health check-ups for all
employees. (Source: - www.godrej.com)
70
The Godrej Dynasty
70
CORPORATE INFORMATION
• BOARD OF DIRECTORS
• Chairman & Managing Director: Jamshyd N. Godrej
• Executive Directors:
Phiroze D. Lam
Kyamas A. Palia
Vijay M. Crishna
Anil G. Verma
• Non-executive Directors
Adi B. Godrej
Nadir B. Godrej
Kavas N. Petigara
Behram A. Hathikhanavala
Fali P. Sarkari
Pradip P. Shah
Anita Ramachandran
• Registered & Corporate Office

Pirojshnagar,
Eastern express highway,
Vikhroli, Mumbai – 400079.India
Phone; 022-25188010, 25188020, 25188030
Fax; 022-25188040
Website: http://www.godrej.com
• Ahmedabad office:
Godrej & Boyce Mfg.Co.Ltd
APM Shopping Mall,
Shyamal Karnavati, 100Ft. Road.
Satellite, Ahmedabad-380015.
70
Phone; 079-660606013
Fax; 079-66060700
• Bankers
Central Bank of India,
Union Bank of India,
Citibank N.A.,
ICICI Bank Ltd.,
State Bank of Patiala,
Axis Bank Ltd.,
Export-Import Bank of India
• Statutory Auditors
Kalyaniwalla & Mistry, Chartered Accountants.
• Branches (Sales & Service) And Branded Retail Chain (Godrej Interio)
 Mumbai, Ahmedabad, Bhopal, Dombivli, Indore, Jabalpur, Pune, Raipur, Thane
 New Delhi, Chandigarh, Faridabad, Ghaziabad, Jaipur, Kanpur, Lucknow
 Chennai, Bangalore, Coimbatore, Hyderabad, Kochi, Secunderabad, Trivandrum,
Visakhapatnam
 Kolkata, Bhubaneswar, Guwahati, Ranchi, Patna
 The Company Has A Network of Company-Operated Godrej Interio Retail Stores,
More Than 2,200 Wholesale Dealers, and More Than 18,000 Retail Outlets.
 The Company Has Representative Offices In Colombo (Sri Lanka), The Netherlands,
Sharjah (Uae), Riyadh (Saudi Arabia) And Guangzhou (China-Prc).
• Employees
 10,700 (including 2,000 in Sales and Service)
70
Time line
 1897 - Godrej & Boyce Mfg. Co. Ltd established
 1918 - Godrej Soaps Limited incorporated
 1961- Godrej Started Manufacturing Forklift Trucks in India
 1971- Godrej Agro Limited began as an Animal Feeds division of Godrej Soaps
 1974 - Veg oils division in Wadala, Mumbai acquired
 1990 - Godrej Properties Limited, another subsidiary, established
 1991 - Foods business started
 1991 - Godrej Agro Limited incorporated
 1994 - Transelektra Domestic Products acquired
 1995 - Transelektra forged a strategic alliance with Sara Lee USA
 1999 - Transelektra renamed Godrej Sara Lee Limited
 2001 - Godrej Consumer Products was formed as a result of the demerger of Godrej
Soaps Limited. Godrej Soaps renamed Godrej Industries Limited
 2002 - Godrej Tea Limited set up
 2003 - Entered the BPO solutions and services space with Godrej Global Solutions
Limited
 2004 - Godrej HiCare Limited set up to provide a Safe Healthy Environment to
customers by providing professional pest management services
 2006 - Foods business was merged with Godrej Tea and Godrej Tea renamed Godrej
Beverages & Foods Limited
 2007 - Godrej Beverages & Foods Limited formed a JV with The Hershey Company
of North America and the company was renamed Godrej Hershey Foods & Beverages
Limited
 2008 - Godrej relaunched itself with new colorful logo and a fresh identity music
70
• Mission & Vision:-
• Mission:-
• Godrej Mission is to operate in existing and new businesses which capitalize on the
Godrej brand and corporate image of reliability and integrity.
• Godrej objective is to delight our customer both in India and abroad.
• We shall achieve this objective through continuous improvement in quality, cost and
customer service.
• We shall strive for excellence by nurturing, developing and empowering our
employees and suppliers.
• We shall encourage an open atmosphere, conducive to learning and team work.
• Vision:-
• GODREJ IS dedicated to DELIVER SUPERIOR STAKEHOLDER VALUE by
providing solutions to existing and emerging consumer needs in the Household &
Personal Care business.
• We will achieve this through ENDURING TRUST & RELENTLESS INNOVATION
delivered with PASSION & ENTREPRENEURIAL SPIRIT.”
70
• Social Responsibility
Godrej has a philanthropic arm that has built schools, dispensaries and a residential complex
for their employees. Trusts established by Godrej continue to invest in education, healthcare
and upliftment of the underprivileged.
• Value:-
• Commitment to Quality.
• Customer Orientation.
• Dedication & Commitment.
• Discipline.
• Honesty & Integrity.
• Learning Organization.
• Openness & Transparency.
• Respect/Care & Concern for People.
• Teamwork.
• Trust.
70
• CORPORATE DETAILS
Adi Godrej is the current Chairman of the Godrej Group. Godrej & Boyce Mfg. Co. Ltd. is
headed by Mr. Jamshyd Godrej. The Group revenue was approximately US$ 2.3 billion in
financial year 08-09. Godrej Interio is the flagship company of the group.
The Godrej group can be broadly divided into two major holding companies, working
independently:
1. Godrej Industries Ltd.
2. Godrej & Boyce Mfg. Co. Ltd.
• The Major Companies, subsidiaries and affiliates are

• Chemical & Commodities
• Godrej Industries
• Chemicals
• Veg Oils
• FMCG
 Godrej Consumer Products.

 Keyline Brands UK.
 Rapidol South Africa.
 Godrej Global Mideast FZE.
 Godrej SCA Hygiene Limited.
 Godrej Hershey Foods & Beverages Limited.
 Nutrients
 Godrej Sara Lee.
70
• AGRI
 Godrej Agrovet.
 Animal Feeds.
 Goldmohur Foods and Feeds.
 Golden Feed Products.
 Higashimaru Feed Products
 Oil Palm.
 Agri Inputs.
 Godrej Aadhaar.
 Nature's Basket.
 Integrated Poultry Business.
 Plant Biotech.
• Services
• Godrej HiCare (Pest Management Services)

• Godrej Global Solutions (ITES)
• Godrej Properties.
• Product & Division:-

The company has eight Business divisions that manufacture a wide range of products. They
are:
Industrial Products Consumer Products Services

Tooling Locks Construction
Material Handling Equip Furniture & Interior Tech Services
70
Process Equipment Storage Solutions Property development
Precision Engg. Systems Appliances Enviro-tech Services
Precision Components & Prima communication Electrical & Electronics
Systems Solutions
Security Equipments
 Locks
Locking solutions for different security needs to ensure optimum safety.
 Material Handling
Counter balance trucks, forklift trucks, tyre handlers, all terrain trucks, attachments and
accessories.
 Precision Engineering
Critical custom-built precision engineering equipments for multiple applications.
 Tooling
Die casting dies, press tools, special purpose machines and engineering services.
 Vending
High quality table top beverage vending machines, services and beverages.
 Precision Systems
70
Machining & fabrication, heat & surface treatment, assembly, testing & supply of complex.
 Process Equipment
High pressure vessels, heat exchangers, columns, heavy walled reactors and other custom
built.
 Security Solutions
Safes, lockers, banking automation products, electronic security systems, premises security.
 Storage Solutions
Warehousing solutions, automation and consulting.
70
• ACHIVEMENTS
 In 1897, Godrej introduced the first lock with lever technology in India.
 In 1902, Godrej made the first Indian safe.
 In 1920, Godrej made soap using vegetable oil, which was a huge hit with the
vegetarian community in India
 In 1955, Godrej produced India's first indigenous typewriter
 In 1989, Godrej became the first company to introduce PUF ( Polyurethane Foam)
 Introduced India's first and only 100% CFC, HCFC, HFC free refrigerators.
 Godrej Consumer Products Ltd. has been ranked 14th in The Best Companies to
Work For study.
 Godrej Consumer Products Ranks 6th in ET-Hewitt Best Employers of India survey.
 GCPL ranked 15th in Great Places to Work 2006 survey.
 Godrej Consumer Products features in the Top 25 list of Great Places to Work
(survey conducted by Grow Talent in association with Business World) for four years in a
row.
 The Return on Capital Employed and Return on Net Worth ratios of Godrej
Consumer Products - the highest in corporate India.
70
• AWARDS AND HONOURS
 Godrej Appliances bags National Energy Conservation Award - 2009 for its eco
friendly refrigerators
 Godrej Refrigerators voted Consumer Super brand 2009-10
 Godrej Refrigerators win more accolades
 Godrej Appliances scores a Golden Hat- Trick
 Godrej appliances win Mera Brand & Smart Living Award
 Godrej Consumer Products Limited ranks 9th in the Great Place to Work Survey
for 2008. GCPL, the Highest Ranked Indian FMCG in Asia's Hot Growth Companies'
List by Business Week.
 Godrej Consumer Products Ltd. has been ranked 14th in The Best Companies to
Work For study. This study was jointly conducted by Business Today, Mercer and
Taylor Nelson Sofres (TNS).
 Godrej Consumer Products Ranks 6th in ET-Hewitt Best Employers of India
survey.
 GCPL ranked 15th in Great Places to Work 2006 survey.
 The Corporate Citizen of the Year Award given by Economic Times.
 Flagship brands Good knight, Cinthol and Ezee selected Super brands by the Super
brands Council.
 Godrej Sara Lee, the JV between the Godrej Group and Sara lee Corporation, USA is
acknowledged the World's largest mat manufacturers and South Asia's largest
manufacturers of Coils.
 Godrej Consumer Products Limited, adjudged as a Business Super brand by the
Super Brands Council.
 The Return on Capital Employed and Return on Net Worth ratios of Godrej
Consumer Products - the highest in corporate India.
70
 Godrej Consumer Products was awarded the "Best Managed Workforce" award
given by Hewitt Associates and CNBC TV18.
 Godrej Consumer Products features in the Top 25 list of Great Places to Work
(survey conducted by Grow Talent in association with Business World) for four years in a
row.
 Lifetime Achievement Award for Godrej Industries from CHEMEXCIL, the Basic
Chemicals Pharmaceuticals and Cosmetics Exports Promotion Council.
 2006
• Lalji Mehrotra Foundation Award for Excellence, conferred by National Society for
Equal Opportunities for the Handicapped.
• Great Son of India Award given to Sohrab Godrej by National Convention for
Protection of India's Resources and Environment.
 2005 BNHS Green Governance Award for the Category - Conservation &
Restoration of Habitat, awarded to Godrej & Boyce Mfg. Co. Ltd
 2003 Economic Times Corporate Excellence Award for Corporate Citizenship
 1994 Nisarga Mitra Award from Rotary Club of Bombay, Vikhroli for Environmental
Conservation
 1991 Indira Gandhi Paryavaran Puraskar awarded to Sohrabji Godrej.
 1989 Institution of Economic Studies Lok Shree Award for Social Commitment
towards the society.
• Sales (including excise duty)
Fiscal Year 2008-09: Rs. 43 billion (US$ 881 million) Combined Sales of the Company and
its major subsidiaries and affiliates, for FY 2008-09: Rs. 107 billion (US$ 2.3 billion)
70
• BUSINESS PROFILE
Updated- October
2009
No. Major Companies, Lines of Business and Annual Rs. million US$ million
Sales (including Excise Duty)
For the Fiscal Year ended December 31, 2008 / March 31, 2009
Rs. 47000
1 GODREJ & BOYCE MFG. CO. LTD. 42982 914.5
Major Subsidiaries Of Godrej & Boyce Mfg. Co. Ltd.
(Figures In Brackets Indicate The Company’s Interest)
2 GODREJ INDUSTRIES LTD. (59%) 8735 185.8
(Listed on the Stock Exchange)
Industrial Chemicals: Fatty Alcohol, Fatty Acids, Glycerine and Surfactants
Others: Estate Management, Finance & Investments, and Edible Oils
3 GODREJ INFOTECH LTD. (52%) 833 8.3
Infotech Services, ERP Practice and Software Development
4 GODREJ (MALAYSIA) SDN. BHD., Malaysia (83%) 99 2.1
Steel Furniture and Equipment
5 GODREJ (SINGAPORE) PTE. LTD., Singapore (59%) 147 3.1
Steel Furniture and Equipment
6 MAJOR SUBSIDIARIES OF GODREJ INDUSTRIES 12835 273.1
LTD. GODREJ AGROVET LTD. (75% held by Godrej Industries
Ltd.)Animal Feeds, Agri-Inputs, Oil Palm, Processed Poultry Products and Rural
Retailing
7 GODREJ PROPERTIES LTD. (80% held by Godrej Industries Ltd.) 1259 26.8
Real Estate and Property Development
8 GODREJ INTERNATIONAL LTD., Isle of Man (100% held 5429 115.9
by Godrej Industries Ltd.)International Trading
9 MAJOR AFFILIATES (Figures in brackets indicate the extent of 14352 305.4
Combined Holding) GODREJ CONSUMER PRODUCTLTD.
(59%) and its subsidiaries. Personal and Household Care Products
10 GODREJ SARA LEE LTD. (49%) and its subsidiaries 8045 172.2
(A Joint Venture with Sara Lee Corp., USA)Household Insecticides
11 GEOMETRIC LTD. (29%) and its subsidiaries 5981 127.2
12 GODREJ TYSON FOODS LTD. (49%) 1575 33.5
(A Joint Venture with Tyson Foods, Inc., USA) Processed Meat
70
13 GODREJ HERSHEY LTD. (43%) (A Joint Venture with The 2424 51.6
Hershey Co., USA)Packet Tea, Vanaspati/Refined Oils and Fruit Drinks
14 NUTRINE CONFECTIONERY CO. LTD. (100% held by 1763 37.5
Godrej Hershey Ltd.) Sugar Confectionery
15 GODREJ EFACEC AUTOMATION & ROBOTICS 138 2.9
LTD. (50%) (A Joint Venture with Efacec Automacao e Robotica S.A.,
Portugal)Automated Storage and Retrieval Systems, and Automated Warehousing
16 MERCURY MFG. CO. LTD., SEZ, Chennai (50%) 250 5.3
Steel Furniture and Office Equipment
17 GODREJ & KHIMJI (MIDDLE EAST) LLC., Oman 208 4.4
(49%) Steel Furniture and Office Equipment
18 GODREJ (VIETNAM) CO. LTD., Vietnam (100%) 214 4.6
TOTAL 106871 2273.9
CHAPTER- 2
70
COMPANY PROFILE
Started in 1897 as a lock manufacturing company, the Godrej Group is today one of the most
accomplished and diversified business houses in India. Godrej's success has been driven by
the company's commitment to delivering innovation and excellence. Through the consistent
application of this commitment and a century of ethical business conduct, Godrej has earned
an unparalleled reputation for trust and reliability.
The beginning of the Godrej Group can be traced to India's freedom struggle. Its founder,
Ardershir Godrej, a lawyer by profession and a staunch nationalist, believed that India could
attain freedom only by being self-reliant. In doing so, India would overcome economic
degradation.
On 7th May, 1897, Ardershir Godrej gave up law and took up lock making. Godrej and
Boyce Mfg. Co. Ltd., was established at Lalbaug, Mumbai. This was the holding company
of the Godrej Group. On 3rd March, 1932, it was incorporated with limited liability. Even
though Boyce was a business partner for a limited period only, his name was retained for
legal purposes.
The Godrej Name displaced well established foreign brands from the Indian market. The
name 'Godrej' engraved into the shiny metal of the Godrej Locks came to be known as a
symbol of self reliance, trust-worthiness, assertiveness and progressiveness for a new
generation of Indians.
70
Godrej & Boyce Mfg. Co. Ltd. – Appliance Division is in the business of manufacturing
and/ or marketing Refrigerators, Washing Machines, Air Conditioners, DVD Players and
Microwave Ovens.
Godrej began manufacturing of refrigerators in 1958. From creating a revolution with PUF
(Polyurethane Foam) in 1989 to, colour doors and vinyl draping, 100% CFC free
Refrigerators, to Godrej Pentacool – five side cooling in 2001 and Pentafresh Technology in
2004 and now – EON range of Frost Free Refrigerators with seven wonders including
revolutionary Cool Shower Technology, we have been at the forefront of product innovation.
Godrej started manufacturing Washing Machines in 1996. We have a complete range of Hi –

Tech Semi Automatic, Fully Automatic and Front Loading Washing Machines. Our
manufacturing facilities are located in Shirwal (near Pune) & Mohali (near Chandigarh).
In the AC category – we have over 15 models straddling Split and Window segments.
Equipped with Blue Fin and I-TREC technology, Godrej A.C offer best in class cooling and
efficiency.
We have recently stepped into the Microwave Oven category and in a short span of time
garnered a good market presence, through our range of models across solo, grill and
convection segments.
DVD players mark our foray into the Consumer Electronics segment. With a portfolio of 4
unique models which club great aesthetics and big sound, and plans of more models – we are
geared to making our presence felt here as well.
In addition to the above products, we also have the Godrej Smart care Service brand to
provide excellent 'After Sales Service'. With 370 service canters spread over the country,
consumers continue to rate Godrej after Sales Service the best in the industry.
Apart from catering to the domestic consumers, Godrej is also a key OEM supplier in India.
After the success achieved in the domestic market, Godrej is also looking at Exports in a big
way and has launched its Refrigerators and Washing Machines in Sri Lanka. We also export
70
our products to Singapore, Afghanistan, the Middle East, Egypt, Kenya, Rwanda, Bahrain
and Oman.
• Consumer electronics milestones:-
1958 -1st Indian Company to manufacture Refrigerators.

1987 - Pioneered PUF (Polyurethane Foam) Technology in India.
1989 - First company to introduce PUF (Polyurethane Foam)
1989 - Introduces India's first and only 100% CFC, HCFC, HFC free refrigerators
1989 - First company to sell 10 million appliances
1994 - 1st Company in India to sell 10 million appliances.
1995 - Obtains ISO 9001 Certification
1996 - Launches Washing Machines by commissioning a new manufacturing set-up at
Shirwal - State-of-art Manufacturing Plant starts operation at Mohali.
1997 - Launches Air Conditioners - Obtains ISO 14001 certification.
2000 - First Durable Company in India to launch Branded Customer Service -
SMARTCARE
2001 - Launches Pentacool Refrigerators with Revolutionary Five Sides Cooling.
2002 - 1st and only Company in India to make its Entire Refrigerator Range Green (100%
CFC, HCFC & HFC free).
2004 - Godrej Refrigerator awarded the Super Brand Status. Declared No. 1 in
Business world Consumer Delight Survey.
2005 - Launches Microwave Ovens and DVD players. Declared the Most Preferred Brand
in CNBC Awaaz Consumer Awards.
2006 - Launches Eon Refrigerators with Cool Shower Technology that are adjudged the
70
Best Design in Consumer Durables Category at Business world NID Design Awards.
- 1st Company in India to introduce Steam Microwave Oven.
- Declared the Most Trusted Refrigerator Brand in India by Reader’s Digest.
2007 - Godrej Refrigerators win ‘Trusted Brand – Gold’ award for the second consecutive
year from Readers Digest consumer survey.
- Godrej Refrigerators adjudged ‘Most Preferred Brand’ award for the third
Consecutive year as per the CNBC Consumer Awaaz Surve.
(Source: www.godrejappliances.com)
Division of GODREJ & Boyce Mfg.Co.Ltd
70
GODEREJ
& Boyce
Mfg.Co.Ltd
Security
Material
Equipment Furniture’s Home
Handling
division Goods Appliance Equipment
Appliance
Washing
A.C Refrigerator Microwave
Machine
• Appliances Product:-
 Refrigerators
 Direct cool
70
• Cold Gold Deluxe
• Pantacool v2/v5
• Pantacool
• Axis
• No.1
• GDC 1105
• Edge
• Neo
 Frost free
• EON
• Pantacool
 Air-Conditioners
 Spilt AC
• Mirror Star Series
• Silver Line Series
• Pearl Series
• Ivory Series
• Lunar series
• Champagne series
 Window AC
• Glacia Series
• Helix Series
 Washing Machines
 Fully Automatic
• Front Loading
70
• Top Loading
 Semi Automatic
 Microwave Ovens
 Steam
 Convection
 Grill/combination
 Solo
(Source: www.godrejappliances.com)
70
• On completion of his 50 years, Godrej celebrating his programme jubilee of smiles. With
offering new schemes and prizes on every purchase by customer.
• Godrej Smart Care:-
Godrej gives his consumers a better living. By Offering Him, His new smart care service, in
this service Godrej gives the additional warranty to their customers for a fix period and the
money taken against it is called insurance premium by using it any customer can call in the
company for any little fault.
In Godrej Appliances, Consumer Service is not a job. It is our opportunity for bonding with
the consumer. Over the years we at Godrej have nurtured and invested in Consumer Service.
The expanding family of satisfied Godrej consumers who have been using our appliances are
testimony to the fact that today they acknowledge it as a part of our Brand DNA.
From offering Godrej Service only in the 18 towns where the company's branches exist, we
have begun the aggressive transition to making it more accessible. The Godrej Brand of
Consumer Appliance Service has been christened to "SmartCare" to signify this objective of
reaching you - with Service for a better living.
"SmartCare" steps in with a desire to provide answers to customers' Appliance Service

needs.
When your domestic appliance like refrigerator, washing machine or air-conditioner fails to
work, it is always necessary to spend some time in deciding whom to call for service. You
have known through the newspapers and various other media that many times service
technician’s rip-off customers. The best way to overcome such situation is to become a
knowledgeable customer.
Price need not be the only consideration while requesting service. Our website will tell you
what options are available to try to help you decide what route should be taken.
70
Our extensive Smart Tips section may help you avoid expensive repairs or even the need for
service entirely. In order to save your monthly electricity bill, we have provided Energy
Saving Tips that are easy to practice.
We believe in customer relations and with the same belief, the Service Products section can
help you in knowing details of service contracts and accessories we have for customers like
you. The terms and conditions of the warranty and optional service contracts are listed
under Service Support section. If you have simply forgotten how to operate your appliance
and you've misplaced the instructions, our Use & Care Guide part will help in pointing you
to resources to order.
To enable you to know more on current events of our service you may refer to the section
titled Service News where you will gather information on the necessity of change in
refrigeration technology, service training programs etc. Also frequently asked questions are
answered in the FAQ part.
If you are the hands-on type and want to attempt to repair your appliance yourself, the
Problem Solver section is the best resource you could look for. Along with the Smart Tips
section, you should be well on your way to repairing your domestic appliance yourself.
However for any reason you need our assistance please refer to Contact us section.
For those desiring to purchase new appliances, Helpful Shopping Guide will be linked that
is useful. The On-line Service Request enables our customers to register a service call, in
case of any problem, guidance-required etc. Finally, you will be able to send us your
feedback on our service through On-line Survey part of the website.
(Source: www.Godrejsmart.com)
COMPETITORS
70
INTRODUCTION:-
From its inception as a small export business in Taegu, Korea, Samsung has grown to
become one of the world’s leading electronics companies ,specializing in digital appliances
and media ,semiconductors ,memory, and systems integration ,today Samsung ‘s innovative
and top quality products and processes are world recognized .this time line captures the
major milestones in Samsung ‘s history , showing how the company expanded its product
lines and reach ,grew its revenue and market share ,and has followed its mission of making
life better for consumers around the world .
On March 1, 1938, founding chairman Byung-Chull Lee started a business in Taegu,
Korea, with 30,000 won.
At the start, his business focused primarily on trade export, selling dried Korean fish,
vegetables, and fruit to Manchuria and Beijing. In little more than a decade, Samsung which
means "three stars" in Korean would have its own flour mills and confectionery machines, its
own manufacturing and sales operations, and ultimately evolve to become the modern global
corporation that still bears the same name today.
1970. Black –and –white TV (model: p-3202) production started by Samsung-Sanyo.
1974: Began washing machine and refrigerator production Samsung India strengthens its
Fully Automatic Washing Machine range.
1976. 1 millionth black-and-white TV produced
Latest Archives of Samsung

 SAMSUNG launches the largest 5 Star rated refrigerator range, 'Freshtech Ultima' in
the Indian market
 SAMSUNG launches its 2009 range of bio sleeplus air conditioners
• VISION:-
70
Samsung is guided by a singular vision: to lead the digital convergence movement.
Samsung believe that through technology innovation today, we will find the solutions we
need to address the challenges of tomorrow. From technology comes opportunity for
businesses to grow, for citizens in emerging markets to prosper by tapping into the digital
economy, and for people to invent new possibilities.
It’s our aim to develop innovative technologies and efficient processes that create new
markets, enrich people’s lives and continue to make Samsung a trusted market leader.
• MISSION:-
• To create technology products and services that leads the industry.
• To put into place more efficient management and production processes.
• To maintain the steadfast focus on strengthening our organization, on continuing to
be a global technology leader and trusted, responsible company.
(Source: www.sumsung.com)
70
INTRODUCTION:-
 Birth and establishment of a new era for electronics industries
LG Group founder In Hwoi, Koo set LG history in motion with the establishment of the Lak
Hui Chemical Industrial Corp. in 1947. During those formative years, the company
emphasized the principle of creating harmony among people. The employees believed that
mutual trust and responsibility were crucial to accomplishing business objectives.
In 1952, Lak Hui (currently LG Chem.) became the first Korean company to enter the
plastics industry. As the company expanded its plastics business, it established Gold star Co.,
Ltd., (currently LG Electronics Inc.) in 1958. In 1959, Gold star produced Korea's first radio,
opening a new era for the nation's electronics industry. In the early 1950s, LG had already
established the foundation for its two major sectors-the chemical and electronics businesses-
thereby leading the development of Korea's industries.
Korea vigorously implemented economic development plans and gradually consolidated the
groundwork for its growth, emerging as a developing nation. Accordingly, LG gradually
expanded its chemical and electronics businesses, which created the foundation for a big
business group.
During this decade, Gold star Co., Ltd., produced Korea's first electronic products such as
electric fans in 1960, refrigerators in 1964, black and white televisions in 1966, air
conditioners in 1968, and washing machines and elevators in 1969. Gold star soon became
Korea's leading company in the chemical, energy, and electronics industries.
70
 1996: LG Established in India
 A Giant leap toward the future :-
LG has adopted new visions for the 21st century. Its new visions are to develop a corporation
where employees reach their full potential, shareholders maximize their value, and
consumers are satisfied and touched emotionally.
On March 1, 2003, LG launched its comprehensive holding company LG Corp. LG became

the first major Korean corporation to introduce a holding company structure with advanced
corporate governance. By converting its structure into the holding company system, where
investment and business divisions are separated, LG committed itself to overcoming chronic
problems that most of Korea's large companies had in governance, especially in circulatory
investments between subsidiaries.
LG is now striving to fulfil its goal of becoming a first-class corporation by embracing

"Jeong-Do" Management and continuous innovation
(Source: www.L.G.com )
70
• INTRODUCTION:-
Whirlpool Corporation today is the world's leading manufacturer and marketer of major
home appliances. Whirlpool realizes annual sales of approximately $19 billion, has 70,000
employees and maintains 69 manufacturing and technology research canters around the
world. We market Whirlpool, Maytag, Kitchen Aid, Jenn-Air, Amana, Brastemp, Consul,
Bauknecht and other major brand names to consumers in nearly every country around the
world.
Our beginnings, though, were much more humble, based on a business failure and the vision
of one family. In 1908, Lou Upton invested his savings in a venture to manufacture
household equipment. When that company failed to materialize, Upton was offered the
opportunity to select something of value from the failed venture as a return on his
investment. He chose the patents on a hand washing machine that he thought might be
electrified.
Lou Upton brought the patents and his innovative vision home to St. Joseph, Michigan. In
1911, Lou joined his uncle Emory and brother Fred to produce motor-driven wringer washers
as the Upton Machine Company.
Whirlpool Corporation is a leader of the $100 billion global home appliance industry. Our
appliances are marketed in nearly every country around the world.
Whirlpool manufactures appliances across all major categories, including fabric care,
cooking, refrigeration, dishwashers, countertop appliances, garage organization and water
filtration.
70
• Leading Brands:-
Whirlpool markets some of the world’s most recognized appliance brands, including
Whirlpool, Maytag, Kitchen Aid, Jenn-Air, Amana, Bauknecht, Brastemp and Consul. The
Whirlpool brand is the world's No. 1 global appliance brand and ranks among the world's
most valuable brands identified by Brand Finance, the world’s leading independent brand
valuation and marketing metrics consultancy.
• Whirlpool’s Vision:-
 Every Home… Everywhere… with Pride, Passion and Performance
Vision reinforces that every home is our domain, every customer and customer activity our
opportunity. This vision fuels the passion that we have for our customers, pushing us to
provide innovative solutions to uniquely meet their needs.
 Pride... in our work and each other
 Passion... for creating unmatched customer loyalty for our brands
 Performance... that excites and rewards global investors with superior returns we
bring this vision to life through the power of our unique global enterprise and our
outstanding people... working together... everywhere.
• Whirlpool’s Values:-
Values are constant and define the way that all Whirlpool Corporation employees are
expected to behave and conduct business everywhere in the world.
 Respect: - We must trust one another as individuals and value the capabilities and
contributions of each person.
 Teamwork: - We must recognize that pride results in working together to unleash

everyone’s potential, achieving exceptional results.
 Spirit of Winning: - We must promote a Whirlpool culture that enables individuals

and teams to reach and take pride in extraordinary results and further inspire the "Spirit of
Winning" in all on us.
(Source: www.whirlpool.com)
70
• In Indian Television History Godrej is the first Home Appliances Company which is
Produce a Game show. Godrej Khelo Jeeto Jiyo (“KJJ”/ “Program”) is a television show
sponsored jointly by Godrej Industries Limited and Godrej & Boyce Manufacturing
Company Limited, hereinafter referred jointly as “Sponsor” and produced by Synergy
Adlabs Media Limited (“Producer”). The Program is a game-show involving teams, with
two members each, competing in a series of activities as given below to win prizes. And
the prize is a Godrej Brighter Home.
(Source: www.godrejcp.com )
70
CHAPTER- 3
70
• Objectives of the study:-
To know the competition level and the competitive advantage of Godrej with the other home
appliances product provider companies in AHMEDABAD CITY. This study is based on the
selected area’s market demand and market share of Godrej appliances. For knowing the
competition level and the advantage the objective is divided in two different segments. These
are as follows….
 The primary objective of the study was, to analyze the position of Godrej against its
competitors.
 The secondary objectives of the study was
 To know that how many family use the home appliance.

 To know that which brand customer more like.
 To know that satisfaction level of uses the other company products.
 To know that the customer knowing about the Godrej products.
 How many families use the Godrej products? Why.
 How many families do not use the Godrej products? Why.
 To know the customer want to purchase in future. Why and why not?
 To know that, compare to the other product or appliance how would you the rate
Godrej products.
 To know that, which factors influence the customer purchases any products.
 To know that satisfaction level of Godrej products.
 To know the complete satisfaction of all problems solved/attended after purchase the
product. ( Godrej customer service )
 To make suggestion, if any further requirement in Godrej product.
 To make suggestion, if any to improve existing condition.
70
• Scope of Study:-
Today the FMCG Industry is undergoing a revolution. Many types of branded companies are
entering into this field. This has given rise to the opening of the competitive HOME
APPLIENCES service stations like LG, SAMSUNG, WHIRLPOOL, ONIDA, and
VEDIOCON to offer the requisite services to the HOME APPLIENCES users.
The survey was conducted in AHMEDABAD CITY and with the study we can get some
suggestions from customer for service improvements in terms of quality. In the study we can
find out the levels of customer satisfaction .we can also identify the causes for customer
dissatisfaction like Relationship, more service charges, and delivery of the product.
• Limitations of the Study:-
 The sample size of customer is limited to 200 because of time and cost factor.
 The information collected may not be sufficient and reliable in terms of total market
conditions in Ahmadabad.
 The study was time bound.
 Many of the respondents were not open with their responses.
 Majority of the customers were too aggressive in nature.
 Lack of customer cooperation was a major constraint.
 There may be error due to bias of respondents.
 The behaviour of the customers while approaching them to fill the questionnaire was
unpredictable.
 Some of the security guards are not co-operative.
70
DATA COLLECTION
• SOURCES OF DATA:-
• PRIMARY DATA:-
Primary data refers to data that is collected afresh and recorded for the first time. Primary
data are those data i.e. collected by the researcher himself. It thus happens to be original in
nature. The various methods of collecting primary data are performing surveys, census,
through observation or through correct communication with respondents. But basic manner
of primary data collection is survey method. The primary data for the study was collected
through questionnaire and informally.
The primary data is collected from a questionnaire which is having 15 questions. Every
question is having its own value and it provides various aspects of this report. For collecting
the data we go through the customers situated in Ahmadabad city area.
• SECONDARY DATA:-
Secondary data refers to that which has already been collected by someone else.
Secondary data for the study was collected from:-
 Published literature
 Company published data and broachers
 Internet
 Commercial service
 Books
70
• Methodology:-
The success of the analysis mostly depends on the methodology on which it is carried out.
The appropriate methodology will improve the validity of the findings.
 Area of the study:-

The study was mainly concentrated on Ahmadabad city.
 Research Design:-
Descriptive Research: Descriptive research includes survey and fact-findings enquire of
different kinds. The major purpose of descriptive research is description of the state affairs,
as it exists at present.
 Data Collection:-
The study is based on the data collected through primary and secondary sources.
 Primary Data:-
An interview schedule was designed to collect primary data from various customers.
 Secondary Data:-
Secondary data was collected from journals, magazines, web sites and from other relevant
publications.
 Sampling Design:-
The sampling design mainly consists of the sample taken for the study along with the sample
size, sample frame and sampling method.
 Sample Universe:-
All customers those who are uses in the selected Area’s in Ahmedabad were taken as the
sample universe.
70
 Sample Size:-
From the universe, sample sizes of 200 customers were selected for the purpose of the study.
 Sample Frame:-
The customer was selected on a random basis from which the respondents were selected
based on convenience.
 Sampling Method:-
Convenience sampling was used, based on the willingness and availability of the
respondents. The study was conducted on customer with different type of brand business in
same segment.
 Research period:-
The time for the project was limited to 45 days only, from this, 20 days was spent for the
collection of data.
 Design of the study:-

The chapter briefly describes the design of the study to explain the objectives, scope of the
study, methodology, sampling, field work and finally the limitations of the study.
• Statement of Problem:-
Today is the world of inventions and innovations and that lies in a customer who is dynamic
and his beliefs, attitude and his satisfaction level. It is needless to affirm that marketing is a
new way of thinking about how companies and other organization can develop beneficial
change with target customer who is always inclined in seeking to satisfy some needs and
wants. Hence the problem is how we can find more customers for what services we provide,
how the company can live up to their expectations and understand the different aspects of
customer’s views.
70
• RESEARCH DESIGN:-
• Meaning of the Research Design:-
Research design is the arrangement of conditions and analysis of data in a manner that aims
to combine relevance to the research purpose with economy in procedure. In other words it is
a logical and systematic plan prepared for directing a research study. It specifies the
objectives of the study, the methodology and the techniques to be adopted for achieving the
objectives.
• Exploratory:-
Exploratory research is used when one is not conversant with the problem environment such
type of investigation is mainly concerned in determining the general nature of the problem
and variables related to it.
Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is done scientifically. Exploratory research
is done through surveys to find the various aspects of customer satisfaction like margin,
service charges, service delivery, etc. Questionnaire is prepared to collect the primary data.
• Comparative research:-
Comparative research, simply put, is the act of comparing two or more things with a view to
discovering something about one or all of the things being compared. This technique is often
utilizes multiple disciplines in one study.
When it comes to method, the majority agreement is that there is no methodology peculiar to
comparative research. The multidisciplinary approach is good for the flexibility it offers, yet
70
comparative programs do have a case to answer against the call that their research lacks a
“seamless whole”
There are certainly methods far more common than others in comparative studies, however.
Quantitative analysis is much more frequently perused than qualitative, and this is seen in the
majority of comparative studies can be use quantitative data.
The general method of comparing things is the same for comparative research as it is in our
everyday practice of comparisons. Like cases are treated alike, and cases are treated
differently; the extent of difference determines how differently cases are treated. The point
here is that if one is able to sufficiently distinguish two cases, comparative research
conclusions will not be very helpful.
Secondary analysis of quantitative data is relatively widespread in comparative research,

undoubtedly in part because of the cost of obtaining primary data for such large things as a
country’s policy environment. A typical method of comparing welfare state is to take balance
their levels of spending on social welfare.
In line with how a lot of theorizing has gone in the last century, comparative research does
not tend to investigate ‘grand theories’ such as Marxism. It instead occupies itself with
middle-range theories – theories that do not purport to describe our social system in it’s
entirely, but a subset of it. A good example of this is the common research programs that
looks for differences between two or more social systems, then look at these differences in
relation to some other variable coexisting in those societies to see if it is related. The classic
case of this is Espying-Anderson’s research on social welfare systems, and compared them
based on their levels of deco modification of social welfare goods. He found that he was able
to class welfare states in four types, based on their deco modification. She further theorized
from this that deco modification was based on a combination of class collisions and
mobilization, and regime legacy. Here Espying- Anderson is using comparative research: he
takes many western countries and compared their level of deco modification, then develops a
theory of the divergence based on his findings.
70
Comparative research is a methodology in the social sciences that aims to make comparisons
across different countries and cultures. A major problem in comparative research is that the
data sets in different countries may not use the same categories, or define categories
differently.
• Customer satisfaction:-
It is a business term, is a measure of how products and services supplied by a company meet
or surpass customer expectation. It is seen as a key performance indicator within business
and is part of the four perspectives of a balanced score.
In a competitive marketplace where businesses compete for customers, customer satisfaction

is seen as a key differentiator and increasingly has become a key element of business
strategy.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
• Measuring customer satisfaction:-
Organizations are increasingly interested in retaining existing customers while targeting non-
customers measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of
the state of satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviours such as return and
recommend rate. The level of satisfaction can also vary depending on other options the
customer may have and other products against which the customer can compare the
organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
70
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined
ten 'Quality Values' which influence satisfaction behaviour, further expanded by Berry in
2002 and known as the ten domains of satisfaction. These ten domains of satisfaction
include: Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviours, Commitment to the Customer and
Innovation. These factors are emphasized for continuous improvement and organizational
change measurement and are most often utilized to develop the architecture for satisfaction
measurement as an integrated model. Work done by Parasuraman, Zeithaml and Berry
(Leonard L) between 1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's expectation of
performance and their perceived experience of performance.
This provides the measurer with a satisfaction "gap" which is objective and quantitative in
nature. Work done by Cronin and Taylor propose the "confirmation/disconfirmation" theory
of combining the "gap" described by Parasuraman, Zeithaml and Berry as two different
measures (perception and expectation of performance) into a single measurement of
performance according to expectation. According to Garbrand, customer satisfaction equals
perception of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of statements using a
Liker Technique or scale. The customer is asked to evaluate each statement and in term of
their perception and expectation of performance of the organization being measured.
• Customer Perception:-
Customer perceptions are what indicate whether you have achieved satisfaction or not. In
other words, they represent stepping stones along a continuum. Perceptions accumulate over
time and gradually equate to either satisfaction or dissatisfaction. You job is to understand
and act on these perceptions so the final result is customer satisfaction.
The word ‘perception’ was used in ISO 9001, in my opinion, to highlight just how subjective
this quality is. Perceptions can comprise just about anything: fact, fiction, and fantasy,
whatever. If customers believe their perceptions, though, the perceptions have the weight of
70
fact. That is why it is so important to reach out to customers and specifically ask them what
they think. By their very nature, you probably won’t agree with all the perceptions. A
perception equals fact in the mind of the customer, though. You must act on these
perceptions and let the customer know what you’ve done.
It sounds like your salesman’s trip report could be a very effective tool for capturing
perceptions. After all, he’s on-site with the customer and probably can solicit candid
responses. Here are a few of questions related to these trip reports.
1) Where did the issues on the trip report come from? Are they the result of understanding
what the customers really value, or are they just a guess at what the customers value?
2) Does the salesman ask for open-ended feedback, as well as scaled responses? Open ended
feedback typically generates the most valuable information, despite the fact it doesn’t
produce much hard data.
3) Does the salesman carry a digital camera with him for taking pictures of problems or
concerns? He should. This is a great opportunity for grabbing people’s attention back at the
plant, and a picture will certainly do it.
70
• Consumer Behaviour:-
I consumer business context referred to as the study of when, why, how, where and what
people do or do not buy products. It blends elements from psychology, sociology, social,
anthropology and economics. It attempts to understand the buyer decision making process,
both individually and in groups. It studies characteristics of individual consumers such as
demographics and behavioural variables in an attempt to understand people's wants. It also
tries to assess influences on the consumer from groups such as family, friends, reference
groups, and society in general. Customer behaviour study is based on consumer buying
behaviour, with the customer playing the three distinct roles of user, payer and buyer.
Relationship marketing is an influential asset for customer behaviour analysis as it has a keen
interest in the re-discovery of the true meaning of marketing through the reaffirmation of the
importance of the customer or buyer. A greater importance is also placed on consumer
retention, customer relationship management, personalization, customization and one-to-one
marketing. Social functions can be categorized into social choice and welfare functions. Each
method for vote counting is assumed as a social function but if Arrow’s possibility theorem
is used for a social function, social welfare function is achieved. Some specifications of the
social functions are decisiveness, neutrality, anonymity, monotonocity, unanimity,
homogeneity and weak and strong Paretooptimality. No social choice function meets these
requirements in an ordinal scale simultaneously. The most important characteristic of a social
function is identification of the interactive effect of alternatives and creating a logical relation
with the ranks. Marketing provides services in order to satisfy customers. With that in mind,
the productive system is considered from its beginning at the production level, to the end of
the cycle, the consumer (Kioumarsi et al., 2009).
70
• Sample Design:-
Sampling may be defined as the selection of some part of an aggregate or totality, on the
basis of which judgment about the aggregate or totality is made. In other words, it is the
process of obtaining information about an entire population by only examining only a part of
it. For the purpose of this study 200 samples i.e. Dealers in Area’s surveyed to collect the
primary data. The convenient sampling is used to select the representative sampling from the
population, because researcher does not have subscriber who are easily accessible.
• Definition of the population:-
Out of the sample collected the breakup of the sample size was on the following parameters.
This sample is collected from the various Areas in Ahmadabad. The list of Area was
provided by our company to collect the data.
 The respondents were taken from all the kinds of size i.e. high, lower and middle sizes.
 The respondents have been chosen on random basis.
 Also the opinion of dealers had been taken.
 The sample size consists of 200 respondents.
• Sample size:-
A total number of 200 respondents were included in the study.
• Sample Procedure:-
70
The sampling design, I have chosen to decide the sample for study is based on convenient
sampling.
CHAPTER- 4
70
DATA ANALYSIS AND INTERPRETATION
• Introduction to Analysis:-
After tabulating, the data must be analyzed, researcher often use statistical interpretation
which concentrates on what is average or what deviates from an average. Statistical
interpretation, shows how widely the response vary and how they are distributed in relation
to the variable, being measured, statistical market rely on estimates of expected errors or
deviation from the two values of population. The analysis and interpretation of data may lead
the researcher to accept or reject the hypothesis being selected.
• Data Analysis Tools Used:-
The process of arranging data into groups or classes according to resemblance and
similarities is technically called classification. Classification is the process of arranging the
data into sequences and groups according to their common characteristics or separating them
into different related parts.
• Data interpretation will be done through statistical tools like:-
 Bar graphs
 Column chart
 Pie charts
 Line charts
 Hypothesis testing
70
 In the hypothesis testing, we use two kinds of hypothesis first the null hypothesis and
the other one is the alternative hypothesis.
• Null Hypothesis (Ho):-
It is the statement that says that there exists no difference between the parameter (a measure
taken by a census of the population and prior measurement of a sample of the population)
and the statistic being compared to it (a measure from a recently drawn sample of the
population)
• Alternative Hypothesis (Ha):-
It is the statement that says that there exists a difference between the parameter (a measure
taken by a census of the population and prior measurement of a sample of the population)
and the statistic being compared to it (a measure from a recently drawn sample of the
population). An alternative hypothesis is the logical opposite of the null hypothesis.
• Formulation of Hypothesis:-
 The more satisfied the customers are with the speed of data transmission, the higher is
the customer satisfaction.
 The more satisfied the customers are with after sales service, the higher is the overall
satisfaction.
 The process of getting the problem solved will increases the customer loyalty and
satisfaction.
70
 The higher is the overall satisfaction, the higher is the intention of additional
purchase. (Up gradation or new purchase).
 The higher is the overall satisfaction, the higher is the intention of recommendation.
ANALYSIS AND INTERPRETATION
TABLE: 1>Table Showing how many family use the home appliance in the Ahmadabad.
Particular No. of Respondents Percentage (%)

R – W- M - A.C 65 32%
R 45 22%
R-W 35 18%
R - A.C 20 10%
R-M 3 2%
R – W – A.C 20 10%
R–W-M 6 3%
R – M –A.C 6 3%
NOTE: - R- Refrigerator, W- Washing machine, M- Microwave, A.C – Air - condition
CHART – 1
3% 3%
10%
2% 32% R- W-M -A
10% R
R-W
R- A.C
R-M
18% R-W-A.C
22% R-W-M
R-M- A.C
70
Interpretation: The above pie chart shows the number of percentage of uses the home
appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we
find that there are 65 people use all products. 45 people use only Refrigerator, 35 people use
R-W, 20 for R-A.C, 3 for R-M, 20 for R-W-A.C, 6 for R- W-M, 6 for R-M-A.C. On the
basis of that we can say that the 32% people use all product, 22% for Refrigerator, 18% for
R-W, 10% for R-A.C and R-W-A.C, 2%for R-M, 3% for R-W-M and R-W-A.C.
TABLE: 2> Table Showing which company products customer more like.
L.G SUMSUNG GODREJ WHIRLPOOL VIDEOCON OTHERS
64 65 25 24 10 12
CHART – 2
5% 6%
12% 32% L.G
SUMSUNG
GODREJ
WHIRPOOL
VIDEOCON
13%
OTHERS(Eletronices. Akal, kelvinator )
32%
Interpretation: The above pie chart shows the number of percentage which company
product customer more like in Ahmedabad city (surveyed area). We have the 200
Questionnaires by that we find that the customer are more like LG and Samsung (32%), for
Godrej (13%) , for whirlpool (12%), for Videocon (5%) and for others (6%).
70
TABLE: 3> Table showing the satisfaction level of uses the other company
products.
Ext. satisfied Very satisfied Satisfied Dissatisfied Ext. dissatisfied
25 50 110 10 5
12.5% 25% 55% 5% 2.5%
CHART – 3
120 110
100
80
60 50
Satisfactionlevel
40
25
20 10 5
0
ext. very satisfied dissatisfied ext.
satisfied satisfied dissatisfied
Interpretation: The above table and chart shows that the number of percentage is more
satisfied with current use of home appliance in Ahmedabad city (surveyed area). We have the
200 Questionnaires by that we find that the customers are more satisfied with current use
product. 55% satisfied, 25% very satisfied, 12.5% extremely satisfied, 5% unsatisfied, 2.5%
extremely unsatisfied.
70
TABLE: 4> Table show the knowing level of Godrej produces.
Refrigerator Washing Machine Microwave A.C
190 130 80 110
CHART – 4
200 190
180
160
140 130
120 110 Refrigerator
100 90 Washing machine
80 Microwave
60 A.C
40
20
0
KNOWING LEVEL
Interpretation: The above table and chart shows that the number of Responded knows the
Godrej home appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires
by that we find that 190 customers know the Refrigerator, 130 know Washing machine, 90
know Microwave, and 110 know A.C.
70
TABLE: 5>Table show How many families use the Godrej products.
CHART- 5
45%
YES
NO
55%
Interpretation: The above pie chart shows the number of percentage use the Godrej Home
Appliance in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that we
find that 90 customers are use Godrej product and 110 customers are using other company
product. So, 45% market share is Godrej Company and 55% market share is other company.
70
TABLE: 6> Table show if yes, which product are available in home.
Refrigerator Washing machine Microwave A.C
50 26 4 10
CHART- 6
11%
4%
Refrigerator
Washing machine
Microwave
56% A.C
29%
Interpretation: The above pie chart shows that the number of percentage for home
appliances used in Ahmedabad city (surveyed area). We have the 200 Questionnaires by that
we find that 56% is the people use Refrigerator, 29% use washing machine, and 11% uses
Air conditioner, 4% microwave.
70
TABLE: 7> Table show if no, the customers want to purchase in future?
YES NO
30 80
CHART- 7
27%
yes
no
73%
Interpretation: The above pie chart shows that the number of customer want to purchased
Godrej home appliances in future in Ahmedabad city (surveyed area). We have the 200
Questionnaires by that we find that 30 people want to purchased out of 110 and 80 people do
not want purchased Godrej Appliances out of 110. So, 27% want to purchase and 73% do not
want purchased Godrej Appliances.
70
TABLE: 8> Table show that why purchase product and why not purchase
the product of Godrej.
Category Excellent Very good Good Fair poor Very poor
Service 5 10 15 35 15 30
Quality 5 15 15 35 20 20
Price 5 10 20 40 15 20
CHART – 8
100%
90% 10 20
5 15
20 40
80%
70%
60% 20
5 15 20 Price
50% 35
15
Quality
40%
Service
30%
30
20% 5 35
10 15 15
10%
0%
Excellent Very Good Fair Poor VeryPoor
Good
Interpretation: The above table and chart shows the reason for why the others customer not
purchase Godrej product here most customer says that , 30 customer say Godrej service in
very poor and 20 customer say that Godrej price and quality is very poor. Then, 15
customers say that Godrej service and price is poor and 20 say quality is poor. 35 customers
say that Godrej price is fair, 35 customers say that quality and service is fair. Then, 15
customers say that quality and service is good, and 20 customers say that price is good. 15
customers say that Godrej quality is very good and 10 customers say that Godrej price and
service is very good. Only, 5 customers say that Godrej price, quality, service is excellent.
70
TABLE: 9> Table show that, compare to the other product or appliance
how would you the rate Godrej products.
Much better Somewhat About same Somewhat Much worse Don’t know
better worse
20 30 60 55 10 25
10% 15% 30% 27.5% 10% 12.5%
CHART – 9
60
55
60
50 Muchbetter
Somewhat better
40 30
25 About same
30 20 Somewhat wores
20 10 Muchworse
Don't know
10
0
Comprative to the other companyproduct
Interpretation: The above table and chart shows compare to the other product or appliance
how would you the rate Godrej products here most customer say that, 60 customer say that
Godrej product is same to compare to the other product, 55 customers say that Godrej
product is somewhat worse. 30 customers say that the Godrej product is somewhat better,
and 25 customers don’t know, 20 customer say that the Godrej product much better, 10
customer say that the Godrej product is much worse.
TABLE: 10> Table chart show which factors influence the customer
purchases any products.
70
Brand Promotion Product Price Service Influence by
activities feature other
45 40 25 30 55 5
22.5% 20% 12.5% 15% 27.5% 2.5%
CHART – 10
90
80 27.5
70
60 20
55
50 Percentage
15
40 40 12.5 12.5 Actual nos.
30 30
25 25
20
10 2
5.5
0
Brand Promotion Product Price Service Influence
activities feature by other
Interpretation: The above table and line chart, which factors influence the customer,
purchases any products here mostly customer prefer service and brand. 27.5% prefer service,
20% prefer brand, 12.5% prefer promotion activities and product feature, 15% prefer price,
and only 2.5% prefer influence by other.
TABLE: 11> Table show that satisfaction level of Godrej products.

Category Very satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied
Quality 15 22 42 8 3
70
Value 10 25 40 13 2
Services 5 10 25 30 20
Usage 10 20 40 15 5
experience
CHART – 11
45
42
40 40
40
35
30
30
25 25 Quality
25
22 Value
20 20
20 Service
15 15 Usage experience
15 13
10 10 10
10 8
5 5
5 3 2
0
VerySatisfied Satisfied Neutral dissatisfied Verydissatisfied
Interpretation: The above table shows that there are different level of satisfaction of
consumers of Godrej product in Ahmedabad city (surveyed area‘s) .42 out of 90 show the
satisfaction level of Godrej quality are neutral, as well as 22 shows it is satisfied, 15 shows it
is very satisfied, 8 shows it is unsatisfied, 3 shows it is very unsatisfied. 40 out of 90 shows
the satisfaction level of Godrej product value are neutral, as well as 25 shows it is satisfied,
10 shows it is very satisfied, 13 shows it is unsatisfied, 2 shows it is very unsatisfied. 25 out
of 90 shows the satisfaction level of Godrej service are neutral, as well as 10 shows it is
satisfied, 5 shows it is very satisfied, 30 shows it is unsatisfied, 20 shows it is very
unsatisfied. 40 out of 90 shows the satisfaction level of Godrej product usage experience are
neutral, as well as 20 shows it is satisfied, 10 shows it is very satisfied, 15 shows it is
unsatisfied, 5 shows it is very unsatisfied.
TABLE: 12> Table show that the complete satisfaction of all problems
solved/attended after purchase the product. (Godrej customer service)
Particular No. of Respondents Percentage (%)
Yes, by the company or its 50 55

representative
70
Yes, but by someone outside 25 28
the company
No, the problem was not 10 11
resolved
No, contact with customer 5 6
service
CHART – 12
No, contact withcustomer 6

service 5
No, the problemwasnot 11

resolved 10
Percentage
Actual nos.
Yes, but bysomeone 28
outside the company 25
Yes, bythe companyor its 55

representative 50
0 10 20 30 40 50 60
Interpretation: The above table and chart shows the complete satisfaction of all problems
solved/attended after purchase the product. (Godrej customer service), we find that 55%
customers problem solved by the company or its representation, 28% customers problem
solved by someone outside the company, 11% customer problem was not resolved, 6%
customer no contact with customer service.
13: Suggestion of customer for how can GODREJ gains their sales.
1. Marketing.
2. Advertisement –Both local and on television.
3. Enhance the quality of product.
4. Enhance the service level of company.
5. Make the Relation between customer and company well and to be enhanced.
6 .Models of product is look like old .so it has to be modulating.
7. Keep watches the service area.
70
8. Launch the new model.
9. Pricing.
10. Offers. & Schemes
11. Customer wants to increase the warranty period and try to provide the guaranty of
product for specific time.
12. Customer suggests that the company change the logo.
13. Customer further requirement is loach LCD, LED, Home theatre, iPod, Mobile, etc.
• Some Comments about Godrej :-
• “Godrej has a Brand name and when I hear the name og Godrej- Godrej
refrigerator and steel almirah comes to mind first”
- Raajat chaturvedi
Spa Capital Services Ltd.
• “To me Godrej means LOCKS’’
70
-MR. Rajesh
B.R.G.D Ingot Pvt.Ltd.
• “If we pay the premium price we also expect quality of service- please
ponder”
-Sushil Bhimrajka
Magma Fincorp limited
• “This desk I had bought from Godrej, but its twice as costly as from any other
competitor”
-Bappa bose
Golden Head Group
• I also do contracting with Featherlite, Stylespa and a few other imported

brands, but godrej I find a little costly
- Pooja designers
• Price is no more a factor. As and when we decide to go for a branded player

we take premium prices for granted. What matters after that is the Quality of
furniture.
-Mr. S.P.Barua Andre Yule & Co.
CHAPTER- 5
70
FINDING
 Customer feels quality of GODREJ product is Good, Like as LG and
SAMSUNG, WHIRLPOOL
 GODREJ has a better positioning in the minds of customer.
 If an individual wants to have a Home Appliances then Godrej Priority comes
on third number.
70
 Quality of the service provided sale after service plays an important role in
keeping the existing customers and to bring new customers.
 In pricing and reliability of GODREJ ‘S home appliances is rated very well
by most of its customers.
 Quality of the service provided plays an important role in retaining existing
customers and goodwill is created through word of mouth in making new
customers.
 People are willing to pay more for new design and latest look.
 A number of customers preferred GODREJ Due to the brand name of the
company (GODREJ)
 Customers were not happy that while they were purchasing old look washing
machine refrigerator then others.
 Customers have complaints regarding the after sales service of GODREJ.
Numbers of customers have reported it poor and very poor.
 The overall satisfaction level of customer is high.
 Customer thinks that brand name and promotion activities of the company
can influence their purchase decision.
RECOMMENDATION
 Company should focus on pricing policy in comparison to its competitors because its
competitors provide same products in lower rates.
 The company should have to focus better design and colour for product.
70
 The company should focus on their after sale services
 Company Should Increase Man Power for sales.
 The customer rate quality of the service as the most relevant one and hence Godrej
should maintain the quality in products and after Sale services and should make
improvements in this feature.
 Many customers asked for more information about new schemes. So the company can
make use of this opportunity, the company providing new schemes in the marker.
 Market strategies of home appliances providers should emphasize in price strategy.
 If any complaint is observed from the consumer, it should be dealt quickly. This will
reduce the chance for dissatisfaction. So the company have to a customer care as
other industries.
 The Company should advertise its home appliance as a result customer would aware
about the Godrej product.
 The sales & marketing officer of the company should regular visit to these places so
they can easily get the requirement of the customer regarding home appliance.
 Company should promote its home appliance through canopy.
 Palm plate should be distributed with business newspaper and other popular
newspaper.
 The company should position itself as a life style Brand through advertisement in
leading newspaper.
 Company gives more emphasis on heavy advertising.
CONCLUSION
70
 GODREJ is expanding its business every year by continuously trying to acquire many
new businesses in all over India.
 The project Titled “Market demand analysis of Godrej Appliance” was carried out
among the customer in Ahmedabad city (In consumer electronics segment). To increase
the share in market and reach to the customer Godrej should made Tie up’s with the
Retail Store’s like, Next Retail Store, Big Bazaars etc. Overall objective of the study was
to find out the customer perception about Godrej’s product and their view, and to find out
their satisfaction towards the sale and service compare to its competitors.
 The study revealed the picture of customer perception and satisfaction which help Godrej
to encourage more people to be the customers/consumers of Godrej. That most of
customers are happy with it consume the Godrej produce. And many other’s customer
want to purchase the Godrej product. And by study we get more of customer are
complained about Godrej service, so it has to increase service of Godrej.
 And also Marketing is key factor for everything in sale, and by study we get more of
dealers are complained about localize marketing of Godrej is not supported as compare to
others, so it has to increase at the end I want say that Godrej have a good position in mind
of dealers and customers .
70
Market demand analysis of Godrej Appliances
Dear,
Sir/Madam,
70
I am conducting a field survey to analyze the demand of Godrej appliances. I would be obliged if you
may answer few of my research Questions and allow me to gain sheer knowledge from your
experience.
--------------------------------------------------------------------------------------------------
----------------------------------- NAME:
CONTACT NO:
E-mail Id: ADDRESS:
1. Which product(s) have you available in home? (Tick mark)
Refrigerator ( ) Microwave ( )
Washing machine ( ) A.C ( )
None of above ( )
2. Which brand you like most? (Tick mark)
LG ( ) SAMSUNG ( ) GODREJ ( ) WHIRLPOOL ( )

VIDEOCON ( ) OTHER ( ) Specify ____________________
3. Satisfaction level with your products & company services? (Tick mark)
Extremely unsatisfied ( ) unsatisfied ( ) Satisfied ( )

very satisfied ( ) extremely satisfied ( )
Please specify reason: ______________________________________________________________
4. Do you know about Godrej products? (Tick mark)
Refrigerator ( ) microwave ( )
5. Do you have any Godrej home appliances? (Tick mark)

Yes ( ) No ( )
6. If yes, which of the product(s) have you purchased? (Tick mark)
Refrigerator ( ) microwave ( )
7. If no, do you want to purchase it in future?

Yes ( ) No ( )
8. Why have you purchased Godrej Product? (Tick mark)

Service quality price
Excellent ( ) ( ) ( )
Very good ( ) ( ) ( )
Good ( ) ( ) ( )
Fair ( ) ( ) ( )
Please specify other reason:
__________________________________________________________
9. Why have you not purchased Godrej Product? (Tick mark)

Service quality price
70
Fair ( ) ( ) ( )
Poor ( ) ( ) ( )
Very poor ( ) ( ) ( )
Please specify other reason: _________________________________________________________
10. Compare to the other product or appliance, how would you rate the Godrej Product? (Tick mark)
Much better ( ) somewhat better ( ) about same ( )

Somewhat worse ( ) Much worse ( ) don’t know ( )
11. Which factor(s) influence you to purchase any products? (Tick mark)
Brand ( ) promotional activities ( ) Product feature ( )

Price ( ) Service ( ) Influence by other ( )
12. How satisfied are you with regarding the Godrej Products? (Tick mark)
Very unsatisfied Unsatisfied Neutral satisfied very satisfied

Overall quality ( ) ( ) ( ) ( ) ( )
Value ( ) ( ) ( ) ( ) ( )
Service ( ) ( ) ( ) ( ) ( )
Usage experience ( ) ( ) ( ) ( ) ( )
13 If you contact Godrej customer service, were all problems solved/attended to your complete
satisfaction. (Tick mark)
( ) yes, by the company or its representative

( ) yes, but by someone outside the company
( ) no, the problem was not resolved
( ) no contact with customer service
14. Do you have any further requirement in Godrej products & services? (Please specify)
_________________________________________________________________________________
_________________________________________________________________________________
_
___________________________________________________________________________
15. Any suggestion you would like to offer to help Godrej appliance serve you better? (Please
specify)
_________________________________________________________________________________
_
_________________________________________________________________________________
_________________________________________________________________________________
__
* Do you wish the results of this study to be sent to you? Yes ( )

No ( )
Thank you for your kind cooperation and valuable time
70
70
BIBLIOGRAPHY
BOOKS:-
• Philip Kotler and Koshy Jha, Marketing Management

• Naresh K. Malhotra Marketing Research Methodology Fifth
Edition 2009
WEBSITES:-
www.godrej.com
www.godrejindia.com
www.godrejcp.com
www.godrejappliances.com
www.google.com
70

Godrej Project Final

Transféré par

Informations du document

Description originale:

Copyright

Formats disponibles

Partager ce document

Partager ou intégrer le document

Options de partage

Avez-vous trouvé ce document utile ?

Ce contenu est-il inapproprié ?

Droits d'auteur :

Formats disponibles

Godrej Project Final

Transféré par

Droits d'auteur :

Formats disponibles

CHAPTER- 1

Traditionally, Vikhroli, a suburb to the Northeast of Mumbai has been Godrej's

GCPL has a Performance Linked Variable Remuneration approach in its compensation

• Chairman & Managing Director: Jamshyd N. Godrej

• Registered & Corporate Office

1. Godrej Industries Ltd.

2. Godrej & Boyce Mfg. Co. Ltd.

• The Major Companies, subsidiaries and affiliates are

 Godrej Consumer Products.

• Godrej HiCare (Pest Management Services)

• Product & Division:-

Industrial Products Consumer Products Services

Locking solutions for different security needs to ensure optimum safety.

Critical custom-built precision engineering equipments for multiple applications.

Warehousing solutions, automation and consulting.

• Sales (including excise duty)

Godrej started manufacturing Washing Machines in 1996. We have a complete range of Hi –

• Consumer electronics milestones:-

1958 -1st Indian Company to manufacture Refrigerators.

Division of GODREJ & Boyce Mfg.Co.Ltd

• Godrej Smart Care:-

"SmartCare" steps in with a desire to provide answers to customers' Appliance Service

Latest Archives of Samsung

On March 1, 2003, LG launched its comprehensive holding company LG Corp. LG became

LG is now striving to fulfil its goal of becoming a first-class corporation by embracing

 Teamwork: - We must recognize that pride results in working together to unleash

 Spirit of Winning: - We must promote a Whirlpool culture that enables individuals

 The secondary objectives of the study was

 To know that how many family use the home appliance.

• Limitations of the Study:-

 Area of the study:-

 Design of the study:-

• Meaning of the Research Design:-

Research methodology is a way to systematically solve the research problem. It may be

Secondary analysis of quantitative data is relatively widespread in comparative research,

In a competitive marketplace where businesses compete for customers, customer satisfaction

• Measuring customer satisfaction:-

• Definition of the population:-

A total number of 200 respondents were included in the study.

• Data Analysis Tools Used:-

• Data interpretation will be done through statistical tools like:-

• Null Hypothesis (Ho):-

• Alternative Hypothesis (Ha):-

ANALYSIS AND INTERPRETATION

Particular No. of Respondents Percentage (%)

NOTE: - R- Refrigerator, W- Washing machine, M- Microwave, A.C – Air - condition

L.G SUMSUNG GODREJ WHIRLPOOL VIDEOCON OTHERS

Ext. satisfied Very satisfied Satisfied Dissatisfied Ext. dissatisfied

Refrigerator Washing Machine Microwave A.C

190 130 80 110

Refrigerator Washing machine Microwave A.C

10% 15% 30% 27.5% 10% 12.5%

22.5% 20% 12.5% 15% 27.5% 2.5%

TABLE: 11> Table show that satisfaction level of Godrej products.

Particular No. of Respondents Percentage (%)

Yes, by the company or its 50 55

No, contact withcustomer 6

No, the problemwasnot 11

Yes, bythe companyor its 55

• Some Comments about Godrej :-

• “To me Godrej means LOCKS’’

• I also do contracting with Featherlite, Stylespa and a few other imported

• Price is no more a factor. As and when we decide to go for a branded player