Customer Satisfaction Index by Focusing on Order Fulfillment

8/9/2019 Customer Satisfaction Index by Focusing on Order Fulfillment

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Customersatisfactionindex by

focusing on

order fulfillmentof cement

Leadership with trust

Presented by:

Jaydeep BharadiyaRoll No.09012



Location of Plants

} India

- Mithapur ± Gujarat

- Babrala ± U.P. (Urea)

- Haldia ± West Bengal

} USA

} UK

} Kenya

TTolaniolani IInstitute of nstitute of MManagementanagement SStudiestudies



OVERVIEW OFTHE COMPANY

} Tata chemicals ltd. (TCL) is India¶s leading manufacturer

and marketer of inorganic chemicals and fertilizers.

Established in 1939, TCL is among the world¶s largest

producer of Soda ash with the largest domestic market share,

produced at the company¶s integrated complex at Mithapur on the Gujarat coast in western India.

} TCL is also a pioneer and market leader in the branded,

iodized salt segment. Its salt has a purity percentage of

99.8% which is the highest in the country.




Products

Living essentials

Cooking soda : Tata Samunder

Salt: Tata Salt, I-Shakti, Tata Salt Lite

Industry essentials

Soda ash : Light ash & Dense ash

Sodium bicarbonate

Chemicals: Caustic soda, chlorine based products, bromine based products,

gypsum, phosphoric and sulphuric acidsCement: Tata Shudh




Cement plant




Departments

} Production department ± production

} Engineering services - maintenance

} Projects department ± new projects

} Supply chain management ± purchase, store, logistics

} Human resource department ± human resources

} Finance department ± financial management

} Marketing department ± marketing of all products




Supply chain management

}Decisions

- Location Decisions

- Production Decisions

- Inventory Decisions

- Transportation Decisions




TTolaniolani IInstitute of nstitute of MMana ementana ement SStudiestudies



R esearch Problem:

To find out the ways to increase customer satisfaction index by

focusing on order fulfillment of cement

R esearch objective:

} How to increase customer satisfaction index in order

fulfillment.

} Take distributors own feedback on various issues due to

which they feel that they are not satisfied in order fulfillment

process.




} Highlight the pain Areas on the bases of feedback and my

own analysis of all the orders of May 2010 & Give

suggestion which leads to improve the order fulfillment

process in organization & also attract distributors of TCL,

Mithapur




R esearchMethodology

R esearch design - Descriptive type

R esearch Instrument: Questionnaire

Sample Size: 10 respondents & all the orders of

cement for May 2010




Data collectionMethod:

} Primary data

Through questionnaire & no. of orders of cement

during May 2010

} Secondary data

Literatures of company & through intranet of company




Questionnaire Analysis of the distributors

of TATA Shudh Cement




Distributorship

TATA

80%

TATA & Others

20%




Satisfaction level of order fulfillment

80%

20%




Delivery of goods to distributors

40%

60%

0

1

3

4

5

6

7

On time Not on time




Change of distributorship

Yes

20%

No

80%




Preference of customers while purchasing cement

1st - Quality

2nd - Price

3rd - Brand Name

4th - Strength

5th - Availability

Market position of TATA Shudh Cement

Rank 6

th




Best delivery by various companies

TATA10%

Ultratech30%

Hathi0%

Sidhee10%

Sanghi20%

Ambuja20%

BinaniCement

10%




Analysis of cement orders of May 2010 from 2nd to 23rd May2010

Method: On Time In Full Score (OTIF)




Issues in pending orders




} So here it is advisable to give first priority for unloading of

petcoke trucks which are to be sent for the dispatch of cement

} Trucks should be hired on contract basis so that per bag profit

and be increased

For odd quantity

} Only orders of the quantity of which trucks are available

should be accepted like 17 tons




Conclusion




Bibliography

}www.tatachemicals.com

}

Liter a

tu

res of

compa

ny} SAP system of company

} Intr anet of company


Customer Satisfaction Index by Focusing on Order Fulfillment

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