Submitted by

ADESH JAISWAL

BBA

2007-2010

PUNJAB TECHNICAL

UNIVERSITY

AKNOWLEDGEMENT

I am deeply indebted to my esteemed Area Incharge V Triwedi ,of

ACC Help Center, Varanasi, for his kind and constant encouragement..

I also express my thanks to my teachers Mr. Jitendra Diwedi for

boosting me to complete the project.

I would like to extend my thanks to all the respondents who patiently

answered to all my queries and cooperated with us and provided me

with all the valuable information that, I needed for my project study.

Finally, we would like to thanks all our colleagues who volunteered to

give their help at critical moment for the completion of the project. I

thankful to the team members of ACC ltd.

Who guided me and tell about the exact position of market. I also

thank to our HOD Mr. Brijmohan Shrivastva who gives us such an

opportunity for the summer training.

DECLARATION

This is to certify that dissertation entitled ‘Customer

Service After Sales’ at ACC HELP CENTER ,has been

prepared by Mr. Adesh Jaiswal in the partial fulfillment of

the requirement of Bachelor in Bussiness Administration.

I here by declare that all the information and fact

produced here are based on my own findings and studies

at ACC HELP CENTER are original in nature. The contents

of report are a true

expression of my efforts on the said topic.

Any resemblance to earlier project or research is purely

co-incidental.

CONTENTS

: PREFACE

: ACKNOWLEDGEMENT

: INTRODUCTION ABOUT COMPANY

INTRODUCTION OF COMPANY

HISTORY OF ACC LIMITED

VISION OF ACC

NEW VISION OF ACC

MISSION

MILESTONE & ACHIEVEMENT & AWARDS

OCCUPATIONAL HEALTH AND SAFETY

: RESEARCH METHODOLOGY

SAMPLE SIZE & SAMPLE TECHNIQE

SOURCE OF DATA COLLECTION

PARAMETERS

SCALING TECHNIQES USES

: CONCLUSION

: SUGGESTIONS AND RECOMMENDATION

: ANNEXURE (QUESTIONNAIRE)

: BIBLIOGRAPHY

PREFACE

A well planned , properly executed and evaluated training helps a lot in

inculcating good work culture. It provides the linkage between the

student and industry and customer in order to develop the awareness

of approch to problem solving based on broad understanding of

Organization, Process and customer needs.

My project has enabled me to have broader knowledge about this

system and what are the methods and techniques adopted for

convincing the customers. This training also provided an opportunity to

gain practical knowledge.

Through this report, I have tried to summerize all my observation,

experience and knowledge acquired in the training.

Introduction of the Company

ACC (ACC Limited) is India's foremost manufacturer of

cement and concrete. ACC's operations are spread

throughout the country with 14 modern cement factories,

19 Ready mix concrete plants, 19 sales offices, and

several zonal offices. It has a workforce of about 9000

persons and a countrywide distribution network of over

9,000 dealers. ACC's research and development facility

has a unique track record of innovative research, product

development and specialized consultancy services. Since

its inception in 1936, the company has been a trendsetter

and important benchmark for the cement industry in

respect of its production, marketing and personnel

management processes. Its commitment to environment-

friendliness, its high ethical standards in business

dealings and its on-going efforts in community welfare

programs have won it acclaim as a responsible corporate

citizen. ACC has made significant contributions to the

nation building process by way of quality products,

services and sharing its expertise.

In the 70 years of its existence, ACC has been a pioneer

in the

manufacture of cement and concrete and a trendsetter in

many areas of cement and concrete technology including

improvements in raw material utilization, process

improvement, energy conservation and development of

high performance concretes.

ACC’s brand name is synonymous with cement and

enjoys a high

level of equity in the Indian market. It is the only cement

company

that figures in the list of Consumer Super Brands of India.

The company's various businesses are supported by a

powerful, inhouse research and technology backup

facility - the only one of it kind in the Indian cement

industry. This ensures not just consistency in product

quality but also continuous improvements in products,

processes, and application areas.

ACC has rich experience in mining, being the largest user

of

limestone, and it is also one of the principal users of coal.

As the

largest cement producer in India, it is one of the biggest

customers of the Indian Railways, and the foremost user

of the road transport network services for inward and

outward movement of materials and products.

ACC has also extended its services overseas to the Middle

East,

Africa, and South America, where it has provided

technical and

managerial consultancy to a variety of consumers, and

also helps in the operation and maintenance of cement

plants abroad.

ACC is among the first companies in India to include

commitment to environmental protection as one of its

corporate objectives, long before pollution control laws

came into existence. The company installed pollution

control equipment and high efficiency sophisticated

electrostatic precipitators for cement kilns, raw mills, coal

mills, power plants and coolers as far back as 1966. Every

factory has stateof- the art pollution control equipment

and devices.

ACC demonstrates the practices of being a good

corporate citizen

undertaking a wide range of activities to improve the

living conditions of the under-privileged classes living

near its factories.

History & Profile of ACC Cement

Works

ACC was formed in 1936 when ten existing cement

companies came together under one umbrella in a

historic merger – the country’s first notable merger at a

time when the term mergers and acquisitions was not

even coined. The history of ACC spans a wide canvas

beginning with the lonely struggle of its pioneer F E Din

Shaw and other Indian entrepreneurs like him who

founded the Indian cement industry. Their efforts to face

competition for survival in a small but aggressive market

mingled with the stirring of a country’s nationalist pride

that touched all walks of life – including trade, commerce

and business.

The first success came in a move towards cooperation in

the country’s young cement industry and culminated in

the historic merger of ten companies to form a cement

giant. These companies belonged to four prominent

business groups – Tatas, Khataus, Killick Nixon and F E

Din Shaw groups. ACC was formally established on

August 1, 1936. Sadly, F E Din Shaw, the man recognized

as the founder of ACC, died in January 1936. Just months

before his dream could be realized.

ACC stands out as the most unique and successful

merger in Indian business history, in which the distinct

identities of the constituent companies were melded into

a new cohesive organization – one that has survived and

retained its position of leadership in industry. In a sense,

the formation of ACC represents a quest for the synergy

of good business practices, values and shared objectives.

The use of the plural in ACC’s full name, The Associated

Cement Companies Limited, itself indicates the

company’s origins from a merger. Many years later, some

stockbrokers in the country’s leading stock exchanges

still refer to this company simply as ‘The Merger’

The ACC Board comprises of 13 persons. These include

executive, non-executive, and nominee directors. This

group is responsible for determining the objectives and

broad policies of the Company - consistent with the

primary objective of enhancing long-term shareholder

value.

The Board meets once a month. Two other small groups

of directors - comprising Shareholders'/Investors'

Grievance Committee and Audit Committee of the Board

of Directors - also meet once a month on matters

pertaining to the finance and share disciplines. During the

last decade, there has been a streamlining of the senior

management structure that is more responsive to the

needs of the Company's prime business. A Managing

Committee - comprising, in addition to the Managing

Director and the two executive directors, the presidents

representing multifarious disciplines: finance, production,

marketing, research and consultancy, engineering and

human resources – meets once a week. Besides these

bodies, there are senior executives and

other regional managers - based at the Company's

corporate office and at its marketing offices and

manufacturing units -who contribute to the development

and operation of the various functions. While these

groups form the core management team that frames and

guides corporate policy, ACC is proud of its manpower

strength of about 9,000 people, who comprise experts in

various disciplines assisted by a dedicated workforce of

skilled persons. Quite a number of them have logged

many years of service with the organization. They come

from all parts of the country and belong to a variety of

ethnic, cultural and religious backgrounds. Because of

such a cosmopolitan make-up, ACC can rightly be said to

embrace within its fold a family that forms

a 'mini-India'.

ACC Help Center

First launched in Bangalore, this center is the first of its kind in India, to

provide assistance to individual home-builders.

The ACC Help Center provides basic information and guidance to

customers on construction practices on various home building-related

procedures - such as pre-construction worries on stamp duty, selection of

architects and appropriate service providers, estimating budgets. Issues

from purchasing land, budgeting to choice of material and planning of

the construction process are elaborated, step-by-step.

Tutorials, conveniently scheduled in the evenings, guide the customer,

through the relevant steps of the house construction process. The center

distributes specially designed booklets on each stage of building one’s

“Dream House” These publications are available in English, Hindi and

major regional languages.

This is an interactive website, designed primarily for the individual

house builder and the small consumer. The site provides downloads and

online inputs on a host of topics like estimation, budgeting, selecting

architects and easy-to-build home-plans for different plot sizes.

Indian Concrete Journal

The “Indian Concrete Journal”, the country’s oldest civil engineering

journal, continues to be published by ACC. It reaches out to practicing

and consulting engineers, architects, builders, contractors and

government departments. It aims to disseminate the latest information

and technological progress in civil and structural engineering, cement

and concrete technologies, construction methods and practices.

PROJECT ENGINEERING

Against the best in the world. ACC is the pioneer of the Indian cement

industry with over 66 years of rich experience in prospecting for raw

materials, setting up and managing cement plants of different sizes,

technologies and processes. This experience is shared by our team of

talented Scientists, Engineers and Technocrats in meeting the needs of

the cement industry in India and in many other countries.

ACC has a successful track record in modernizing old technology based

cement plants to improve their operational economy and also in the

design & engineering of new technology based cement plants. Our

project engineering consultancy and project management expertise has

been tested against the best in the world.

Services under one roof

• Raw material evaluations and optimization

• Feasibility Studies

• Engineering Consultancy Services for green field / brown field cement

plants

• Upgradation & capacity enhancement of existing cement plants

• Management and operation of cement plants

• Technical training & skills development

ACC reaches out to its customers, home builders and engineers in the

following ways:

ACC Help Centres: For personal guidance on the right

construction practices.

ACC Help Literature: Easy-to-understand construction guides.

ACC Help Vans : Mobile help services. Our engineers in vans

assist you at your site

www.acchelp.in : an interactive website for all your construction

related questions.

Indian Concrete Journal : the country’s oldest civil engineering

journal

For more information on these services SMS ‘ACCHELP’ to 575758

or send us an email addressed to acchelp@acclimited.com

Acc help Literature

The ACC Help Center distributes specially designed booklets on each

stage of building one’s "Dream House". These publications are available

in English, Hindi and major regional languages. For more information

visit www.acchelp.in or write to acchelp@acclimited.com

Acc help Vans

Mobile touring vans to visit construction sites to educate users and

masons at site and provide certain specialized services like supervision

during slab casting on demand.

Our major achievements

ACC’s project engineering consultancy team has successfully handled a

diverse range of assignments in different parts of the world from

geological prospecting to management and operation of plants as well as

modernizing and upgrading old cement plants and providing technical

training. We are fully equipped to service the needs of the global cement

industry. Our project engineering consultancy and project management

expertise has been tested

Some Significant Projects

Saudi Arabia

Operation and management of a cement plant of capacity 4 million TPA

(tones per annum) owned by Yanbu Cement Company, Saudi Arabia

(YCC). This contract was first awarded to us in 1979 amid stiff

international competition. Since then, annual cement production at the

plant has always exceeded guaranteed targets.

Project management services to YCC in implementing their new cement

manufacturing line of capacity 7000 TPD (tonnes per day).

Nigeria

Comprehensive engineering consultancy services to Dangote Industries

Ltd., Nigeria for their new green field cement plants of capacity 3 x

7000 TPD (tones per annum).

Sudan

Plant health assessment, de-bottlenecking, Operation and Management

guidance to Atbara Cement Plant, Sudan owned by Sudanese African

Company, Saudi Arabia.

United Arab Emirates (UAE)

Engineering consultancy services to Blue Circle, UK for the 1 million

TPA (tones per annum) at Sharjah Cement Plant, Sharjah.

OUR VISION

“NO HARM ANYWHERE TO ANYONE ASSOCIATED

WITH

ACC”

“NO HARM” means:

No fatalities

No disabling Injuries

No Lost Time Injuries

No Medical treatment Injuries

No First Aid Injuries

No Occupational Illness

“ANYONE” means:

Employees

Contractors personnel on site

Ready-mix drivers on job

Third party contractors on site

Visitors to ACC site

OUR OH & S POLICY

We manage our activities in a responsible manner to

avoid causing any harm to the health and safety of our

employees, contract personnel and visitors.

We apply OH&S standards and guidelines; provide the

necessary

resources, training and education and measure

performance for

continuous improvement.

FIVE CARDINAL RULES FOR SAFETY

1. Do not override or interfere with any safety provision

nor allow

anyone else to override or interfere with them.

2. Personal Protection Equipment (PPE) rules, applicable

to a

given task, must be adhered to at all times.

3. Isolation and Lock Out procedures must always be

followed.

4. No person may work if under the influence of alcohol or

drugs.

5. All the injuries and incidents must be reported.

A Strategic Alliance:

The house of Tata was intimately associated with the

heritage and history of ACC, right from its formation in

1936 up to 2000. The Tata group sold all 14.45% of its

shareholdings in ACC in three stages to subsidiary

companies of Gujarat Ambuja Cements Ltd. (GACL), who

are now the largest single shareholder in ACC.

This enabled ACC to enter into a strategic alliance with

GACL; a

company reputed for its brand image and cost leadership

in the

cement industry.

Holcim – A New Partnership:

A new association was forged between ACC and The

Holcim group of Switzerland in 2005. In January 2005,

Holcim announced its plans to enter into long – term

alliances with Ambuja Group by acquiring a majority

stake in Ambuja Cements India Ltd. (ACIL),which at the

time held 13.8% of total equity shares in ACC. Holcim

simultaneously announced its bid to make an open offer

to ACC shareholders, through Holdcem Cement Pvt. Ltd.

and ACIL, to acquire a majority shareholding in ACC. An

open offer was made by Holdcem Cement Pvt. Ltd. along

with ACIL, following which the shareholding of ACIL

increased to 34.69% of Equity share capital of ACC.

Consequently , ACIL has filed declarations indicating their

shareholding and declaring itself as a promoter of ACC.

Holcim is the world leader in cement as well as being

large supplier of concrete, aggregates and certain

construction related services. Holcim is also a respected

name in information technology and research and

development. The group has its headquarters in

Switzerland with worldwide operations spread across

more than 70 countries.

Plants & Their Capacity:

S.

No. Units State

Capacity (MTPA)

1 Bargarh Bargarh Cement Works

0.96

2 Chaibasa Chaibasa Cement Works

0.87

3 Chanda Chanda Cement Works

1.00

4 Damodhar Damodar Cement Works

0.53

5 Gagal Gagal Cement Works

4.40

(Gagal I

and II)

6 Jamul Jamul Cement Works

1.58

7 Kymore Kymore Cement Works

2.20

8 Lakheri Lakheri Cement Works

1.50

9 Madukkarai Madukkarai Cement Works

0.96

10 Sindri Sindri Cement Works

0.91

11 Wadi Wadi Cement Works

2.59

12 New Wadi Wadi Cement Works

2.60

13 Tikaria Tikaria Cement Grinding and

2.31

BOARD OF DIRECTORS

Mr N. S. SekhsariaChairman

Mr Paul HugentoblerDeputy Chairman

Mr Sumit BanerjeeManaging Director

Mr S M PaliaMr Naresh Chandra

Mr Markus AkermannMr M L Narula

Mr D K MehrotraMr R A Shah

Dr Nirmalya KumarMr Shailesh Haribhakti

Ms Shikha Sharma

Mission of ACC

Leadership

Maintain our leadership of the Indian

cement

industry through the continuous

modernization

and expansion of our manufacturing

facilities and

activities, and through the establishment

of a wide

and efficient marketing network.

Profitability

Achieve a fair and reasonable return on

capital by

Promoting productivity throughout the

company.

Growth Ensure a steady growth of business by

strengthening our position in the cement

sector.

Quality Maintain the high quality of our products

and

services and ensure their supply at fair

prices.

Equity Promote and maintain fair industrial

relations and

an environment for the effective

involvement,

welfare and development of staff at all

levels.

Pioneering Promote research and development

efforts in the

areas of product development and

energy, and

fuel conservation, and to innovate and

optimize

productivity.

Responsibility Fulfill our obligations to society,

specifically in

the areas of integrated rural

development and in

safeguarding the environment and

natural

ecological balance.

Achievement of ACC Limited:

YEAR

1936 The Associated Cement Companies Limited

incorporated on August 1

1947 India's first entirely indigenous cement plant

installed at Chaibasa.

1955 ACC Sindri uses waste material - calcium

carbonate sludge -from fertilizer

factory at Sindri to make cement

1956 Bulk Cement Depot established at Okhla,

Delhi

1961 Blast furnace slag, (a waste by-product from

steel) from TISCO used at ACC Chaibasa to manufacture

Portland Slag Cement.

1961 Oilwell Cement manufactured at ACC

Shahabad for cementation of oil wells up to adepth of

6,000 feet.

1961 Manufacture of Hydrophobic (waterproof)

cement at ACC Khalari.

1965 Manufacture of Portland Pozzolana Cement

using naturally available materials. An Eco-friendly

cements using an eco-friendly process.

1966 ACC inducts use of pollution control

equipment and high efficiency sophisticated electrostatic

precipitators for its cement plants and captive power

plants decades before it becomes mandatory to do so.

1978 Introduction of the energy efficient pre-

calcination technology for the first time in India.

1982 Commissioning of the first 1 MTPA (million

tonne per annum) plant in the country at Wadi,

Karnataka.

1984 ACC achieves a breakthrough in import

substitution by developing and supplying a special G type

of oil well cement to ONGC.

1987 ACC develops a new binder, working at sub-

zero temperature, which is successfully used in the Indian

expedition to Antarctica.

1992 Incorporation of Bulk Cement Corporation of

India, a JV with the Government of India.

1993 Commercial manufacture of ready-mixed

concrete at Mumbai.

2001 Commissioning of the new Wadi plant of 2.6

MTPA capacity in Karnataka, the largest in India, and

among the largest sized kilns in the World.

Awards & Accolades

IMC Ramkrishna Bajaj National Quality Award - –

Gagal wins Commendation Certificate and New Wadi

Plant wins Special Award for Performance Excellence in

the Manufacturing Sector, 2007.

National Award for outstanding performance in

promoting rural and agricultural development – by

ASSOCHAM

Sword of Honour - by British Safety Council, United

Kingdom for excellence in safety performance.

Indira Priyadarshini Vrikshamitra Award --- by The

Ministry of Environment and Forests for "extraordinary

work" carried out in the area of afforestation.

FICCI Award --- for innovative measures for control of

pollution, waste management & conservation of mineral

resources in mines and plant.

Subh Karan Sarawagi Environment Award - by The

Federation of Indian Mineral Industries for environment

protection measures.

Drona Trophy - By Indian Bureau Of Mines for extra

ordinary efforts in protection of Environment and mineral

conservation in the large mechanized mines sector.

Indo German Greentech Environment Excellence

Award

Golden Peacock Environment Management

Special Award - for outstanding efforts in Environment

Management in the large manufacturing sector.

Indira Gandhi Memorial National Award - for

excellent performance in prevention of pollution and

ecological development

Excellence in Management of Health, Safety and

Environment : Certificate of Merit by Indian Chemical

Manufacturers Association

Vishwakarma Rashtriya Puraskar trophy for

outstanding performance in safety and mine working

Good Corporate Citizen Award - by PHD Chamber of

Commerce and Industry

Jamnalal Bajaj Uchit Vyavahar Puraskar -

Certificate of Merit by Council for Fair.

ACC was the first recipient of ASSOCHAM’s first ever

National

Award for outstanding performance in promoting

rural and

agricultural development activities in 1976.

Decades later, PHD Chamber of Commerce and

Industry selected ACC as winner of its Good Corporate

Citizen Award for the year 2002.

Over the years, there have been many awards and

felicitations for

achievements in Rural and community development,

Safety, Health, Tree plantation, A forestation, Clean

Mining, Environment Awareness and Protection.

Map of ACC Network

Corporate office:

Overseeing the company’s rang of business, the

Corporate Office is the central head quarters of all

business and human resource function located in

Mumbai.

ACC Subsidiaries:

1. Bulk Cement Corporation India Ltd (BCCI)

2. ACC Machinery Company Ltd (AMCL)

3. ACC Nihon Casting Ltd (ANCL)

Cement Plant:

1. Bargarh Cement Works

2. Chaibasa Cement Works

3. Chanda Cement Works

4. Damodar Cement Works

5. Jmul Cement Works

6. Gagal Cement Works.

7. Kymore Cement Works

8. Lakheri Cement Works

9. Madhukkarai Cement Works

10.Mancherial CEMENT Works

11.Sindri Cement Works

12.Wadi Cement Works

13.Tikaria Cement Works

Regional Marketing Office:

BANGALORE

BHOPAL

CHNDIGARH

COIMBATORE

KANPUR

KOLKATA

MUMBAI

NEW DEHPATNA

PUNE

SECUNDERABAD

Area Office:

ALLAHABAD ASANSOL

AURANGABAD

BELLARY COCHIN

CHENNAI

FAZABAD

GULBARGA

GUWAHATI

JAMMU

BHUBANESHWAR

JALANDHAR KOCHI

KOZHIKODE

KOLHAPUR

LUCKNOW

MANGALORE

NAGPUR

PATIALA

RAIPUR

SHIMLA

VELLORE

RMX Office:

Mumbai- Kalamboli

Mumbai- Sion

Mumbai- JVLR Project

Chennai

Delhi- Faridabad

Greater Noida

Bangalore- Whitefield

Bangalore- Peenya

Bangalore- Hosur Road

Bangalore- betta Halsoor

Kolkata- Sonapur

Goa- Panaji

Gurgaon- Haryana

PROUCTS OF ACC

CEMENT

PRODUCTS INFORMATION

Bulk Cement

Yet another first in our six-decade history of cement in India has been

the introduction of Bulk Cement, an alternative to bagged cement, which

is of particular advantage to large consumers of cement. Internationally,

the trend is to move cement more and more in loose form rather than

bagged. In fact, over 90 percent cement in the USA, and other

European countries is transported and sold in bulk, unlike in India,

where only one percent is transported in bulk.

ACC Bulk

India's leading cement company, ACC - in a joint venture with the

government of India - has set up the most sophisticated bulk unloading

terminal at Kalamboli, Navi Mumbai, to bring its cement from the ACC

plant at Wadi in Karnataka.

The terminal at Kalamboli has three 5000-tonne-capacity silos to store

the cement which is transported in specially designed railway wagons.

The company has its own fleet of 15-tonne road-bulkers in which

cement is then brought to the end-user's construction site. The terminal

has three modes of evacuation: bulk tanker trucks, jumbo bags (one and

1.5 tonnes), and 50 kg bags. The mechanization in the loading/unloading

of cement, reduces manual intervention

to the barest minimum.

At the site, the cement is pumped into portable 15-tonne steel silos

(supplied by ACC). Not only do these silos require less storage space

than conventional bag storage godowns, but also the silos are designed

to facilitate free-flow discharge of the cement. This further underscores

another of ACC Bulk’s characteristic - ‘untouched by hand’. And dust

collecting silos safeguard against dust pollution.

A well-equipped laboratory ensures that the testing is carried out

scientifically to comply with all cement quality norms. The site silos,

which are a must at the customers’ sites, are provided on mutually

agreed terms, and eliminate a major cause of concern to the end-user.

Pilferage also is made impossible.

The bulk tanker for bulk cement transport and the silo at site to receive

this cement are a welcome innovation from the conventional and time-

consuming bag distribution system. Inventory in terms of locked-up

capital is now the concern of the supplier.

The large and unwieldy godown construction and maintenance that is

required at construction sites is now avoided. The measured quantity

extracted by the discharge system ensures correct weight and eliminates

human error.

Advantages of using ACC Bulk • Assured quality.

• No handling from the factory to your site, therefore exact weight

• Tamper proof delivery, therefore no adulteration possible

• Immediate delivery, therefore no need to stock inventory

• Order only when you are ready to use, so your money is not locked up

• Steady supply

Customer profile

Prospective customers for bulk cement are RMX manufacturers,

institutions, government agencies, contractors, builders, manufacturers

of pre-cast fabricated concrete blocks, asbestos sheets and many more.

Many of them have their own batching plants and are using bulk

cement.

Bulk Cement – customer services The other features of this project

include 125 wholly owned railway wagons which ensure that the manual

intervention for loading and unloading of cement is minimal. The

cement, until it reaches the terminal and the customer, is untouched by

hand. The terminal has three modes of evacuation, namely in Bulk

tanker trucks, in Jumbo Bags (1 tonne and 1.5 tonne) and traditional

bags of 50 and 25 kgs.

Cement is now delivered by weight, duly weighed on electronic

weighbridges. The cement godown for the storage of bags, has virtually

become part of history. Instead you have tubular steel silos, which take

up much lower space and at the same time are designed to ensure free

flowing discharge of the cement. The dust collectors installed on the

silos ensure a pollution free environment. The mechanization of the

unloading process, enables the total quantity of cement (15 tonnes) to be

unloaded into the site silo in 25 minutes flat. Cement is now delivered

just on time.

A well-equipped laboratory ensures that the testing is carried out

scientifically to comply with all cement quality norms. The site silos

which are a must at the customers sites, can be provided at mutually

agreed terms, eliminates a major cause for concern for the end-user.

Pilferage is also made impossible.

ACC BULK has gone one step further. A mini batching plant has now

been designed which at a very reasonable cost, ensures quality concrete

while reaping the benefits of bulk cement. Continuous innovations like

these make ACC BULK, the cement of choice.

Once at your site Bulkers would discharge near 100 percent cement into

the airtight, weather proof site silo, with a capacity of 15 tonne. A

discharge system, either mechanical or electronic could be additionally

supplied and unloading 15 tonne of cement into a silo would be effected

in about 15 minutes. No storage sheds and no labor are required for

unloading.

Complementing all this is a dedicated team of service personnel to

ensure trouble-free operations of site silos and auxiliary equipment.

They are just a phonecall away - both the marketing office in Mumbai,

and also at the plant at Kalamboli.

Prospective customers for bulk cement are RMX manufacturers,

institutions, government agencies, contractors, builders, manufacturers

of pre-cast fabricated concrete blocks, asbestos sheets and many more.

Many of them have their own batching plants and are using bulk cement.

Bulk Cement – customer services The other features of this project

include 125 wholly owned railway wagons which ensure that the manual

intervention for loading and unloading of cement is minimal. The

cement, until it reaches the terminal and the customer, is untouched by

hand. The terminal has three modes of evacuation, namely in Bulk

tanker trucks, in Jumbo Bags (1 tonne and 1.5 tonne) and traditional

bags of 50 and 25 kgs.

Cement is now delivered by weight, duly weighed on electronic

weighbridges. The cement godown for the storage of bags, has virtually

become part of history. Instead you have tubular steel silos, which take

up much lower space and at the same time are designed to ensure free

flowing discharge of the cement. The dust collectors installed on the

silos ensure a pollution free environment. The mechanization of the

unloading process, enables the total quantity of cement (15 tonnes) to be

unloaded into the site silo in 25 minutes flat. Cement is now delivered

just on time.

A well-equipped laboratory ensures that the testing is carried out

scientifically to comply with all cement quality norms. The site silos

which are a must at the customers sites, can be provided at mutually

agreed terms, eliminates a major cause for concern for the end-user.

Pilferage is also made impossible.

ACC BULK has gone one step further. A mini batching plant has now

been designed which at a very reasonable cost, ensures quality concrete

while reaping the benefits of bulk cement. Continuous innovations like

these make ACC BULK, the cement of choice.

Once at your site Bulkers would discharge near 100 percent cement into

the airtight, weather proof site silo, with a capacity of 15 tonne. A

discharge system, either mechanical or electronic could be additionally

supplied and unloading 15 tonne of cement into a silo would be effected

in about 15 minutes. No storage sheds and no labor are required for

unloading.

Complementing all this is a dedicated team of service personnel to

ensure trouble-free operations of site silos and auxiliary equipment.

They are just a phonecall away - both the marketing office in Mumbai,

and also at the plant at Kalamboli.

PRODUCT QUALITY

Product Development has always been an important activity at ACC,

arising out of a focus on quality and process improvement. It has been a

constant partner, driving research, innovation and evaluation. In 1964, a

centralized research facility - the Central Research Station (CRS)

was established in Thane. The research complex now renamed as ACC

Thane Complex, spread over an area of 8000 sq m has modern labs with

the latest equipment and manned by highly qualified scientists and

technologists who carry out product development work in cement and

allied fields.

ACC has effectively pledged its reputation as the market leader in the

quality of cement. Maintaining this lead calls for harnessing the

resources and expertise of the company - from applied research and

production to marketing. Accordingly, all ACC factories are equipped

with state-of-the-art process control instrumentation and associated

quality control and testing laboratories. Trained engineers, chemists and

technicians man these. The Central Laboratory at ACC

Thane Complex is used as a reference laboratory for diagnosis and

resolving specific trouble-shooting cases.

As a result of this focus on quality, ACC cement specifications exceed

those set by BIS by a wide margin. Today, all ACC cement plants have

the ISO 9001

Quality Systems certification. This demonstrates our tradition of

providing reliable and consistent quality through the application of

modern technology, and justifies the preferences of a nationwide

customer base.

ACC manufactures the following types of cement, in addition to which,

it provides Bulk Cement and Ready Mix Concrete.

Ordinary Portland Cements

• OPC 43 Grade

• OPC 53 Grade

Blended Cements

• Fly-ash based Portland Pozzolana Cement

• Portland Slag Cement

ORDINARY PORTLAND CEMENTS

43 Grade Cement (OPC 43 Grade)

ACC Cement is the most commonly used cement in all constructions

including plain and reinforced cement concrete, brick and stone

masonry, floors and plastering. It is also used in the finishing of all

types of buildings, bridges, culverts, roads, water retaining structures,

etc.

What is more, it surpasses BIS Specifications (IS 8112-1989 for 43

grade OPC) on compressive strength levels.

ACC Cement is marketed in specially designed 50 kg bags.

53 Grade Cement

This is an Ordinary Portland Cement which surpasses the requirements

of IS: 12269-53 Grade. It is produced from high quality clinker ground

with high purity gypsum.

ACC 53 Grade OPC provides high strength and durability to structures

because of its optimum particle size distribution, superior crystalline

structure and balanced phase composition.

It is available in specially designed 50-kg bags.

BLENDED CEMENTS

Fly-ash based Portland Pozzolana Cement

This is a special blended cement, produced by inter-grinding higher

strength Ordinary Portland Cement clinker with high quality processed

fly ash - based on norms set by the company's R&D division. This

unique, value-added product has hydraulic binding properties not found

in ordinary cements.

It is available in specially designed 50-kg bags.

What is special about ACC Fly-ash based PPC?

ACC Fly-ash based PPC is made by intergrinding high strength clinker

with specially processed flyash. This imparts a greater degree of fineness

to ACC Fly- ash based PPC cement, improved workability properties

while mixing, and makes concrete more corrosion resistant and

impermeable. All of this makes for better long-term strength and

improved corrosion resistance and therefore, greater life for your

constructions. ACC Fly-ash based PPC is an eco-friendly cement

What are the advantages of using ACC Fly-ash based PPC ?

In concrete made from ordinary cements, moisture reacts with calcium

hydroxide in concrete to form calcium bicarbonate, which leaches out of

the concrete, leaving pores that reduce its strength. ACC Fly-ash based

PPC has ingredients which react with calcium hydroxide to form CSH

gel, to provide additional strength, which actually makes the concrete

grow in strength over the years. It also produces less heat of hydration

and offers greater resistance to the attack of aggressive waters than

normal Portland cement.

Can ACC Fly-ash based PPC be used for all jobs in construction?

ACC Fly-ash based PPC easily replaces OPC and provides additional

advantages for practically all types of construction applications -

commercial, residential, bungalows, complexes, foundation, columns,

beams, slabs and RCC jobs. It is especially recommended for mass

concreting work, and where soil conditions and the prevailing

environment take heavy toll of constructions made with ordinary

cements.

How ACC Fly-ash does based PPC stand up to corrosive

environments?

Due to its inherent characteristics, ACC Fly-ash based PPC makes very

corrosionresistant concrete that is superior to concrete made with OPC.

It is moreimpermeable to oxygen, CO2, chlorides, etc. Leaching of

alkalis is reduced andthe alkaline environment around steel is

maintained.

Portland Slag Cement

This is slag-based blended cement that imparts strength and durability to

all structures. It is manufactured by blending and inter-grinding OPC

clinker and granulated slag in suitable proportions as per our norms of

consistent quality. PSC has many superior performance characteristics

which give it certain extra advantages when compared to Ordinary

Portland Cement

It is available in specially designed 50-kg bags.

What is special about ACC PSC?

Compared to OPC, ACC PSC imparts some important additional

advantages

• Reduction in free lime leaching.

• Ultimate higher strength.

• Improved workability reduced bleeding as well as segregation and

corrosion.

• Denser, less permeable concrete and mortar.

• Better resistance to sulphates, chlorides, and CO2 and alkali-

aggregates reaction.

• Less heat, reduced plasticity and drying shrinkage.

• Increased static modulus of elasticity.

• Increased serviceability with less deflection of members and micro

cracks and reduced cost of construction and maintenance.

All these factors make for a strong, durable, and longer lasting

construction.

ACC PSC benefits the structure, protects the environment by reducing

CO2 emissions and helps conserve energy. Which is why it is often

referred to as eco- friendly cement.

The Federation International de la Precontrainte (FIP) Guide to Good

Practice for "concrete constructions in hot weather," states that if

concrete is likely to be exposed to an environment of sulphate-bearing

water or soil, it is preferable to use a proven type of blended cement

containing ground granulated blastfurnace slag. Concrete made with

ACC PSC has a higher density than concrete made with OPC, and hence

it improves the durability of concrete structures.

It can, therefore, be used for all purposes where OPC or PPC is used.

Research & Development:

ACC is the only cement producer in India with its own in-

house

Research and Development facility. The sprawling

Research and

Consultancy Directorate (RCD) complex at Thane near

Mumbai has a unique track record of innovative research

and specialized technological services.

RCD has helped introduce some unique special projects

of immense value to the concrete and construction

sectors. These include repair products and grouts and

Ancones, a non explosive demolition agent. RCD has

developed Accmarg, a revolutionary new product and

grouting composition for the construction and repair of

new roads and highways.

The services of concrete group at RCD have been utilized

in the

striation of several heritage buildings across the country,

such as the CST terminus at Mumbai, churches and royal

palaces in Goa, Mysore and Hyderabad.

Sharing Knowledge:

Following the massive earthquake in Gujarat, ACC’s civil

engineers trained over 1500 unemployed youth from

remote villages in the fundamentals of building stronger,

more earthquake resistant structures. This was the first

formal training effort of its kind for masons. Many of

these youth are now gainfully employed.

Environmental Protection:

ACC is among the first companies in India to include

commitment to environmental protection as one of its

corporate,long before pollution control norms and

regulatory act came in to existence. The company

inducted the use of pollution control equipment and hig

efficiency sophisticated electrostatic precipitators for

cement kilns, raw mills, coal mills, power plants and

coolers as for as 1966. Today each ACC factory has high

efficiency state-of-the art pollution control equipment and

devices. Each of our manufacturing units has a separate

environment section manned by a qualified

environmental engineer and supporting staff. Our plants,

mines and township demonstrate the company’s

successful endeavors in greening activities such as

Afforestation, tree planting, horticulture, vegetable and

cultivation apart from basic landscaping designed to

enrich and beautify the environment.

Cleaner mining techniques have helped safeguard and

conserve mineral resources. In addition, we have taken

other positive measures such as top – soil conservation,

efficient water management systems and the treatment

of the wastage, sewage and effluents. Some of our plants

have become near self – reliant in their water

requirements.

ACC has achieved spectacular results in the utilization of

two

hazardous and pollutant industrial wastes – namely slag

from steel plants and fly ash from thermal power stations

– to make blended cements that help conserve limestone

resources. Over the years, ACC has won several prizes

and certificates of merit for environmental measures

undertaken at its various plants and mines.

In particular, for programs involving greening,

Afforestation,

rehabilitation of mines, noise abatement and other visible

measures lik

e tree plantation and water management.

A forestation and Greening the Environment. Tree

plantation is a regular and committed activity at ACC.

Vacant land in plant, mines and colony at each factory is

used to develop greenery of various species. Some ACC

plants (viz. Gagal, Jamul, Kymore and Chaibasa) have

developed as much as 40% area for green

belts as compared to statutory requirement of 30 %.

Every cement plant has its own success story of tree

plantation, greening activities, horticulture, flower and

fruit cultivation and water conservation. Tree plantation

and green belt development programs have been

extended to cover areas in vicinity of our plants for the

benefit of local community.

Rocky areas in mines have been rendered suitable for

plantation by overspreading topsoil obtained from mining

activity. A forestation programs have helped transform

the once barren and dry ambience into lush

greenery.Each One – Plant One has been an inspiring

message practiced by many of our employees. The total

plantation undertaken across ACC is more than 3.3

million numbers of trees, with an average survival rate of

85% and spread over an area of 1000 acres in mines,

factories and residential townships.

Water Conservation:

Water conservation is a noteworthy contribution in a

water scarce

country like ours. ACC cement units maintain a norm of

Zero Water Discharge. All the water used in plants for

industrial cooling is recycled through cooling towers,

water ponds and tanks. ACC cement plants have

converted old abandoned mines into huge reservoirs by

collecting rainwater from catchments around mines.

Water from these reservoirs is treated to make it potable.

As a result of these initiatives, we have several examples

of outstanding achievements in water harvesting and in

the creation of reservoirs in abandoned mines and

quarries. Some of our Works have become near self –

reliant in respect of their water requirement for industrial

and domestic consumption.

Transforming and Managing Waste:

ACC has achieved spectacular results in the utilization of

two

hazardous and pollutant industrial wastes – namely slag

from steel plants and fly ash from thermal power stations

– to make blended cements that offer unique advantages

to concrete. ACC also pioneered the use of waste sludge

from the fertilizer industry to make cement. The company

is actively engaged in the promotion of alternate fuels

and raw materials and in co – processing waste materials

through the effective use of cement kilns as co –

processing units. These include agro – wastes like rice –

husk and other husks, bagasse, used tyres, domestic and

hospital waste. ACC takes pride in extending its waste

management services to help minimize the discharge of

wastes.

QUESTIONAIRE

Please tell us about your experience with the Help Center.

Please be detailed in your responses.

Q1 :- Why did you contact the Help Center?

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Q2 :- What method did you use to contact the Help Center?

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Q3 :- Please let us know the name of the technician you

worked with?

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Q4 :- The Help Center Staff was knowledgeable and easy to

understand.

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Q5 :- The Help Center Phone Technician was able to handle

my problems quickly and to my satisfaction.

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Q6 :- Overall, how satisfied were you when you contacted

the Help Center?

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Q7 :- Was a campus technician dispatched?

Yes

No

Q8 :- The campus technician was knowledgeable and easy

to understand?

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Q9 :- The campus technician was able to handle my problem

quickly and to my satisfaction.

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Q10 :- Overall, how satisfied were you with your contact with

the Campus Technician?

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Q11 :- What changes, if any, can we make to improve our

Help Center?

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Q12 :- If you would like to be contacted, please enter your

contact information below.

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SUGGESTIONS

ACC should come out with such an advertisement, which can block

the customers mind and can change the customer’s perception about

the product.

In the new market scenario price is considered as the main attribute

of a product, which can stimulate maximum number of customers.

More improvement is required in the distribution network in the

out skit and in the remote areas, because in the peak season the

small dealers are taking goods twice or thrice and in between if the

distributors could not supply them, the competitors will get the

opportunities to supply the goods.

Salesmen should have good interaction with dealers, which result

company in increases sales.

Company executives should visit the counter on weekly basis.

Executive should take the feedback from the dealers about the

services of thesalesman and distributors.

The entire ACC product should be displayed at one place so that the

customer can be aware about the different types of cement.

The company has to take serious step for changing its packaging

style as many local companies are imitating the same and confusing

the customers.

Regular visit of sales force is required to solve the problem of

dealers in the market at the right time.

CONCLUSION

The conclusion of this project report is that ACC Limited company 7 its

product are the profitable not only in India but also in the whole

world. Its main competitor is Lafarge. In Duopoly market cement

product has 65% market share. As far as ACC HELP CENTER is

concerned is not very popular among the consumers. Keeping pace

with changing times .and an ever-growing need for specialized

services, ACC has begun offering its marketing expertise and

distributaries facilities to other producers in cement and related

areas. However a precondition of all such agreement is quality control

supervision to be carried out by an ACC expert located at the

franchisee’s plant. Each of the regional Marketing offices has a

customer services cell that is manned by qualified civil engineers.

These, in addition to handling after-sales servicing, function as

advisory bodies that can help customers, make the right choice of

cement for a specific area of application. ACC can provide expert

advice on getting the best value from cement and offer assistance on

related issues in civil construction projects.

Besides this, technical books/booklets on cement, concrete and

building construction and maintenance are regularly must be

available for the benefit of the customers. In addition to this, ACC also

publish free booklet, which profiles the latest information on concrete

research, design, construction and maintenance.

BIBLIOGRAPHY

Books:

C.r. Kothari- research methodologyG.s. Bery-Marketing Reserch

Philip Kotler-Marketing Reerch

Web Sites:www.askacc.com

www.accltd.comwww.acchelp.com

www.acc help center.com