A Project Report on Customer Feedback of Vardhman Threads

Submitted in partial fulfillment of requirement For Winter Training

Under the Guidance of

Mr. Gurpreet Singh Area Sales Manager Vardhman Yarns and Threads Limited Ludhiana

Submitted By
Gurleen Singh Ishant Gupta PGDM Student

PUNJAB COLLEGE OF TECHNICAL EDUCATION LUDHIANA

Certificate This is to certify that the project entitled Customer Feedback of Vardhman Threads submitted in partial fulfillment of the requirement for the winter training. Is an original work carried out by Mr. Gurleen Singh and Mr.Ishant Gupta under the guidance of Mr. Gurpreet Singh.

The matter embodied in this project is a genuine work done by the students

(Mr. Gurleen Singh) Signature of Student PGDM

(Mr. Gurpreet Singh) Signature of the Guide Designation: A.S.M. Vardhman Yarns and Threads Ltd.

(Mr. Ishant Gupta) Signature of Student PGDM

ABOUT VARDHMAN Vardhman Group is a leading textile conglomerate in India having a turnover of $986 mn. Spanning over 24 manufacturing facilities in five states across India, the Group business portfolio includes Yarn, Greige and Processed Fabric, Sewing Thread, Acrylic Fibre and Alloy Steel.

Vardhman Group is a leading textile conglomerate in India having a turnover of $700 mn. Spanning over 24 manufacturing facilities in five states across India, the Group business portfolio includes Yarn, Greige and Processed Fabric, Sewing Thread, Acrylic Fibre and Alloy Steel. Vardhman Group manufacturing facilities include over 8,00,000 spindles, 65 tons per day yarn and fibre dyeing, 900 shuttleless looms, 90 mn meters per annum processed fabric, 33 tons per day sewing thread, 18000 metric tons per annum acrylic fibre and 100,000 tons per annum special and alloy steel.

Vardhman has evolved through history from a small beginning in 1965 into a modern textile major under the dynamic leadership of its chairman, S.P.Oswal. His vision and insight has given Vardhman an enviable position in the textile industry. Under his leadership, Vardhman is efficiently using resources to innovate, diversify, integrate and build its diverse operations into a dynamic modern enterprise. MISSION Vardhman aims to be world class textile organization producing diverse range of products for the global textile market.Vardhman seeks to achieve customer delight through excellence in manufacturing and customer service based on creative combination of state-of-the-art technology and human resources. Vardhman is committed to be responsible corporate citizen.

S P Oswal, Chairman - Vardhman Group

HISTORY The industrial city of Ludhiana, located in the fertile Malwa region of Central Punjab is otherwise known as the "Manchester of India". Within the precincts of this city is located the Corporate headquarters of the Vardhman Group, a household name in Northern India. The Vardhman Group, born in 1965, under the entrepreneurship of Late Lala Rattan Chand Oswalhas today blossomed into one of the largest Textile Business houses in India. At its inception, Vardhman had an installed capacity of 14,000 spindles, today; its capacity has increased multifold to over 8 lacs spindles. In 1982 the Group entered the sewing thread market in the country which was a forward integration of the business. Today Vardhman Threads is the second largest producer of sewing thread in India. In 1990, it undertook yet another diversification - this time into the weaving business. The grey fabric weaving unit at Baddi (HP), commissioned in 1990 with a capacity of 20,000 meters per day, has already made its mark as a quality producer of Grey poplin, sheeting, shirting in the domestic as well as foreign market. This was followed by entry into fabric processing by setting up Auro Textiles at Baddi and Vardhman Fabric at Budhni,Madhya Pradesh. Today the group has 900 shuttleless looms and has processing capacity of 90mn meters fabrics/annum. In the year 1999 the Group has added yet another feather to its cap with the setting up of Vardhman Acrylics Ltd., Bharuch (Gujarat) which is a joint venture in Acrylic Fibre production undertaken with Marubeni and Exlan of Japan. The company also has a strong presence in the markets of Japan, Hong Kong, Korea, UK and EU in addition to the domestic market. Adherence to systems and a true dedication to quality has resulted in obtaining the coveted ISO 9002/ ISO 14002 quality award which is the first in Textile industry in India and yet another laurel to its credit.

The group portfolio includes Yarn, Fabrics, Sewing Thread, Fibre and Alloy Steel.

Business Wise Turnover for the financial Year 2010-11

Actual 2010-11 Yarn Fabric Sewing Thread Steel Power plant Fibre Total Group Total( Rs crore) 2280 1093 440 435 9 235 4492 USD Million 500 240 97 95 2 52 986 % Share 51% 24% 10% 10% 0.2% 5% 100%

Yarns Yarn Manufacturing is the major activity of the group accounting for 51 percent of the group turnover. Vardhman is virtually a supermarket of yarns, producing the widest range of cotton, synthetics and blended, Grey and Dyed yarns and Hand Knitting Yarns, in which Vardhman is the market leader in India. The group has twenty one production plants with a total capacity of over 8.8 lacs spindles, spread all over the country. In many of the yarn market segments, Vardhman holds the largest market share. Vardhman is also the largest exporters of yarn from India, exporting yarns worth more than USD 282 million. Sewing Thread Vardhman is the second largest producer of sewing thread in the country. The sewing thread manufacturing capacity is being expanded from 17 tons per day to 33 tons per day in its sewing thread plants located at Hoshiarpur, Baddi and Ludhiana. Sewing threads contributes 10 percent of the group turnover. Fabrics The group has created state-of-the-art fabric weaving and processing facilities in its plant at Baddi, Northern India. The group has installed 900 shuttle less looms and a fabric processing capacity of 90 million meters per annum in collaboration of Tokai Senko of Japan. Fabrics business contributes 24 percent to the group

turnover. Fibre The group has set up an Acrylic Staple Fibre plant at Bharuch in Gujarat in collaboration with Marubeni and Japan Exlan of Japan. The plant has annual capacity of 20000 tons per annum. Fibre contributes 5 percent to the total turnover of the group. Steel The Group is also present in upper-end of the steel industry. The group has manufacturing capacity of 100000 tons of special and alloy steel. The group supplies its steel products to some of the most stringent quality steel buyers like Maruti and Telco. It contributes 10 percent to the total turnover of the group.

HOLDINGS
Vardhman Holding Limited Vardhman Textiles Limited Vardhman Acrylic Limited VMT Spinning Company Limited Vardhman Yarns and Threads Limited

Nagesh Knitwears
Name of Organisation Address Nagesh Knitwears G.T.Road, Jalandher Bye Pass West 0161-6601234 info@nageshknitwears.com www.nageshknitwears.com Tarun Kalia 250 NA 5000 Dpam 2 lack 100

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch C) Lab Dip

8-11 Days 9-11 Days

7-8 Days 9-10 Days NA NA

4-5 Days 4-5 Days NA

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower than 6, reason & where to improve Back Office Support required/improvement

8 10

Improve Your Delivery Time

Any other suggestion to improve services further

As Above

Venus Garments
Name of Organisation Address Venus Garments G.T.Road, Jalandher Bye Pass West 0161-6609198-200 yogesh@vgil.com www.vgil.com Yogesh Jain 2500 120 Heads 40,000 Pcs Walmart,carrefoor, Kenneth cole,Bonton Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch C) Lab Dip 3 Days 5 Days 7 Days Appx 15 lack 100 7 Days 7 Days 10 Days NA NA NA 5 Days NA

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower than 6, reason & where to improve Back Office Support required/improvement

10

NA 10

Quick Delivery on Urgency

Any other suggestion to improve services further

NA

Neva Garments
Name of Organisation Address Neva Garments Village Hussainpura, GT Road Ludhiana Punjab 0161-3044200 anujjain@nevaindia.com www.nevaindia.com Anuj Jain

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch C) Lab Dip

30,000

7-9 lack per month 100

2-3 Days 4-5 Days

2-3 Days 4-5 Days

Max. 2-3 Days

Max 3 Days Max 3 Days Max 3 Days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower than 6, reason & where to improve Back Office Support required/improvement

4 6

Yes.

Any other suggestion to improve services further

Response Level Should be Improved

Malwa Industries Ltd

Name of Organisation Address Malwa Industries Ltd 230 Industrial Area-A Oswal Road .LDH 0161-2229146 ssamuel@malwagroup.com www.malwagroup.com Sumit Samuel 200 app 1 x 18 Heads 7500 Levis India Top shop UK Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch C) Lab Dip 4-5 Days 7 Days 7 Days As Above As Above 10-12 days As Above 7-10 Days 10-12 Days 20 - 25 lack 70

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower than 6, reason & where to improve Back Office Support required/improvement

2 1

Adherence to Send updated Stock without customer call

Any other suggestion to improve services further

Better Delivery time and Extended Credit Limit

EVELINE INTERNATIONAL
Name of Organisation Address EVELINE International Dhandari Kalan, G.T. Road, Ldh.

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no

0161-2510027/28/29 parmanand@evelinein ternational.com Mr. Parmanand

15000 Oxbow Shirt Makers, J. Crew Rs. 150000 10% - 15%

8 10 days 15 20 days

5 8 days 10 15 days 8 days 5 6 days

5 7 days

b) Swatch c) Lab Dip Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve Back Office Support required/improvement

8 10 days 7 10 days 6

8 7

Not good

Any other suggestion to improve services further

Please improve your services & delivery & good response required

COTTON COUNTY RETAIL LTD.

Name of Organisation Address Cotton County Retail Ltd. Phase 4 Focal Point, Ldh.

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

93160 44004 s.sharma134@owmnahar.com www.cottoncounty.in Mr. Sandeep Sharma 500 15 5000 Cotton County Brand Rs. 5 k 100%

7 10 days

NA

5 - 6 days NA

10 12 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve

10

NA 10

Back Office Support required/improvement

Bit support required from back office. Seniors are not ready to meet if required.

Any other suggestion to improve services further

Visit once in a month

NAHAR SPINNING MILLS LTD.

Name of Organisation Address Nahar Spinning Mills Ltd. 373, Industrial Area A, Ldh.

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

5066288 sumeet@owmnahar.com www.owmnahar.in Mr. Sumeet 2000 16 30000 GAP, PVH, WARNACO etc.

60% - 70%

4 5 days 6 7 days

3 4 days 4 5 days 5 - 6 days 4 days

3 days 4 - 5 days 3 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve

8 7

Back Office Support required/improvement

Every person requires a time to time training & same should be provide to them as it will definitely improves ones ability to tackle the things on better way.

Any other suggestion to improve services further

Must cater the urgent orders on priority whether it is small or large. There are many examples of delays like the same occurred few days back for #117962 of OldNavy.

M/S LAKRA INDUSTRIES LTD.

Name of Organisation Address M/S Lakra Industries Ltd. E 200 201, Focal Point, Phase 4, Ldh. 0161 4696964 Lakra@lakragroup.com www.lakragroup.com Mr. Dinesh Lakra 250 3*28 = 84 heads 2000 Austin Reed, Indian Terrain, Global Exchange Aafes

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

3 4 days 10 11 days

3 4 days 10 11 days 7 - 8 days 7 8 days

6 7 days 8 days 11 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve Back Office Support required/improvement

8 10

Any other suggestion to improve services further

SUVIDHI WEAVERS LTD.

Name of Organisation Address Suvidhi Weavers Ltd. C 189/A, Phase VI, Focal Point, Ldh. 0161 2676235-236 info@suvidhi.net Under Process Mr. Gurdial Bhumbla 400 6 machines. Total 80 heads 5000 Proline Sponswear USA Rs. 1.25 lac 95%

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

3 4 days 7 8 days

3 4 days 7 8 days 2 - 3 days 2 3 days

1 2 days 3 4 days 1 2 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve

8 9

Back Office Support required/improvement

Needs to perform DMF Test before delivery

Any other suggestion to improve services further

Fasts access of e-mails can improve service further.

SEL MANUFACTURERS
Name of Organisation Address SEL Manufacturers 274, Dhandari Kalan, Ldh.

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg Delivery time of Vardhman (Lab Dip) Avg Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

9787055535 itten@selindia.in www.selindia.in Mr. Gurpreet Barudan & Juki 100 40 ton towel Walmart, Avanti 20,000 connes per month 50%

>10 days <10 days

8 days (Madura)

+10 days -10 days

7 days 7 days 7 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower rthan 6, reason & where to improve

5 8

Back Office Support required/improvement

Delivery lead time can be improved

Any other suggestion to improve services further

Delivery records are obvious but can be improved

TRIDENT
Name of Organisation Address Trident Group Kitchlu Nagar Ludhiana

Phone Email Website Contact Person No of machines Sewing No of machines Embroidery Total production capacity (Pcs/day) Buyers working for Total thread purchase per month (In rs.) % Share of thread mnfr's Avg. Delivery time of Vardhman (Bulk order) a) In case of Shade no b) In case of Swatch Avg. Delivery Time of Competitor (Bulk Order) a) In case of Shade no b) In case of Swatch Avg. Delivery time of Vardhman (Lab Dip) Avg. Delivery Time of Competitor (Lab Dip) Max Lead Time acceptable to Customer Bulk - a) Shade no b) Swatch c) Lab Dip

0161-5039999 / 9878997470 roopdugar@tridentindia.com www.tridentindia.com R.C. Dugar

Rs. 20 lacs 98%

10 days 15 days

10 days 15 days 3 days 3 days

7 days 10 days 2 days

Communication/Response level of Vardhman Salesman (Rating 1 to 10) If lower than 6, reason & issues Communication/Response level of Competitor (Rating 1 to 10) Salesman Knowledge (Rating 1 to 10) If lower than 6, reason & where to improve Back Office Support required/improvement

9 10

All is well

Any other suggestion to improve services further

We have always treated Vardhman as our business associates & get all the services asked by us on time.

1) Average delivery time of Vardhman & competitor in case of shade no.?

12 10 8 6 4 Vardhman 2 0 Competitor

No. of Days

Customers

2) Average delivery time of Vardhman & competitor in case of swatch no.?

20 18 16 14 12 10 8 6 4 2 0

Vardhman Competitor

3) Average delivery time of Vardhman & competitor in case of Lab Dip?

12 10 8 6 4 2 0 Vardhman Competitor

4) Maximum lead time acceptable to customer in case of shade no, swatch & lab dip?
12 10 8 6 4 2 0 Shade No Swatch Lab Dip

5) Communication/Response level of Vardhman salesman & competitors salesman?

12 10 8 6 4 2 0 Vardhman Competitor

Customers

6) Salesman knowledge of Vardhman?

Vardhman
12 10 8 6 4 2 0 Vardhman