Expectation Matching Survey Report

OPERATIONS MANAGEMENT
Group Project
Expectation Matching Survey
Submitted by:
Adusumilli Pavan Kumar (15DM010)
Ankur Aggarwal (15DM031)
Abishek sharma (15DM006)
Ankit sharma (15DM027)
Abhinav Kabra(15DM003)
Ayush Tiwari(15DM043)
Submitted to:
Dr. A.K Dey
BIMTECH
Post Graduate Diploma in Management
2015-2017

Acknowledgement
We would like to extend our sincere thanks and heartfelt gratitude to all those
individuals who sacrificed their time and energy to help us successfully complete
this Endeavour. Without their valuable guidance, inputs, help, cooperation &
encouragement from time to time we would not have made sufficient headway in
the project.
We are extremely thankful and pay our heartfelt gratitude to Dr. A.K.Dey for his
outstanding teaching on subject of Operations Management its need and the
practicality and for his active guidance and support which went into the
completion of this project.
We are also grateful to our friends, relatives and Lastly, we thank Almighty, our
family and friends for their constant encouragement without which this project
would not be possible
We extend our gratitude to Birla Institute of Management Technology for
giving us this wonderful opportunity to learn about the business laws and study
about different industries.
Any ommision in this brief acknowledgement does not mean lack of gratitude.
“It is not possible to prepare a project report without the assistance &
encouragement of other people. This one is certainly no exception.”
Thank You

Index
Sr.no Title Pg no
1 Acknowledgment 1
2 Abstract 2
3 About ALL 3
4 Clients 4
5 Survey Questioner 5
6 Survey Analysis 12
7 Conclusions 14

Abstract
This report examines the dealer’s perception, consumer brand preference,
sources of awareness, dealer’s expectation and special references Autometers
Alliance Ltd to Statement of the problems is to study on dealer’s expectations
towards new products and customer services with special reference to
Autometers Alliance Ltd in Delhi (NCR) India. The experiments were taken on
dealer’s preference and find out the factors which is influence the dealers. An
objective of the study is to know brand preferences of dealers with reference to
Autometers Alliance Ltd and also need to find which factors influencing dealers.
The study mainly involves finding out the dealers perception, consumer brand
preference, source of awareness, dealers expectation and so on. Brand image is
the most important factors for dealers among the other factors.

Autometers Alliance Ltd
Autometers Alliance Ltd., an ISO 9001 certified company ranks amongst the
premier UPS manufacturers in the country. The company manufactures Online
Pegasus UPS systems from 10KVA to 2400KVA (8*300) under technical license
from powertronixS.p.A, Italy. Ever since its inception in 1959, Autometers Alliance
Ltd has been constantly striving to adapt the best international technologies and
manufacturing practices, keeping in mind the segment needs and application
area.
The Company has a well organised production setup and state of art
manufacturing capabilities in the field of Switchgear, Power Electronic, Data
Acquisition, Display System and Surveillance System at Noida(Near Delhi) and
Baddi (Near Chandigarh) having a manufacturing area of 200,000 sq.feet.The
quality standards and manufacturing facilities employed are at par with the
existing global standards.The Company has its own in-house R&D Centre
recognised by Government of India,working on the ideology of constant
technology improvement.
AAL designs, manufactures, supplies and installs the UPS system ranging from
10KVA - 2400KVA to provide power solutions for every type of critical load.
These UPS requires 3ø(three phase) input supply and can feed supply to 3ø/1ø
load. With a core strength and an enviable track record in indigenising
International Power Conditioning Technologies. We have been catering to
customer's demands for reliable UPS systems across a variety of Industrial and
I.T. applications.
Quality Assurance

Autometers Alliance Ltd are an ISO 9001 certified company dealing in the
manufacturing of switchgear, ups systems and power conditioning devices which
are widely used in the electrical and diesel locomotives. Autometers Alliance
Ltdconduct regular quality audits to ensure all our products are in conformance to
the National and International Standards. All our equipment are calibrated from
National accredited test labs. Autometers Alliance Ltdconduct training sessions
on quality for all employees to make them aware of the quality standards. This
enable us in making improvements and help us in becoming competent. Listed
below are some of our quality related features that they follow:
 Fully computerized decision support and control system for all incoming
material
 Continuous vendor evaluation and assessment system
 Product Quality Control is performed on all the products according to
reliable quality standards
 Quality audits and pre-dispatch inspection performed on all consignments
before final dispatches
 In-process testing is conducted during manufacturing stages
 Measuring instruments and devices are interfaced with computer through
multiplexers, to eliminate human errors in recording of measurements.
Clientele

The range of switchgear, power conditioning devices, ups systems, wireless
information display systems and surveillance systems are widely appreciated by
our clients in varied industries. It is because of their help that we have become
one of the top-notch manufacturers in this segment. Following are some of their
clients:
 Siemens
 Bombardier
 Rotem
 Whiteley Electronics
 VNR (Duong Sat Vietnam)
 BEML
 BHEL
 Punjab University
 Ministry of Defense
 HAL
 NIAM
 ONGC
 Malaysian Railways
 Bangaladesia Railways
 Tanzania Railways Corporation
 Indian Railways
 Integral Coach factory
 Delhi Metro Rail Corporation
 ISF
 Indian Railways - S.E Railways
 Indian Railways - Southern Railways
 Indian Railways - North Eastern Railways
 Indian Railways - West Central Railways
 Indian Railways - Bilaspur Zone

PRODUCT DYNAMICS
Industrial UPS systems are extremely critical in the demanding process
procedure manufacturing units today especially in view of limited and unreliable
power supply position in industrial areas. It is imperative to have customized
designs of UPS systems to cater to individual industrial loads and the local power
conditions. 24X7X365 is the service availability rather than a luxury for industrial
UPS manufacturers.
CUSTOMER PROFILE
Most of the company’s customers are MNC having industrial manufacturing
setups across the country and follow continuous un-interrupted manufacturing
processes. The company has a fleet of all-india spread dealer network for inquiry
generation and post sales activities.
SAMPLE
18 of the company’s NCR based dealers were surveyed to examine the
company’s response to quality issues raised by the dealers and the expectation
of the dealer on the same.
Expectation survey questionnaire (likert scale of 5)
ADMINISTRATION & FINANCE CATEGORIES
1. Billing and Invoicing
A. How satisfied are you with our billing and invoicing?
B. Invoices from your company are complete and accurate.
C. Billing issues are fairly and satisfactorily resolved.
D. When there is an issue with an invoice, your personnel are accommodating
and helpful.
2. Credits and Payments
A. How satisfied are you with our credit and payment process?
B. The credit and payment schedules you provide us are consistent with our
needs.

C. When a credit or payment issue arises, you work effectively with us to arrive at
a solution.
D. Your credit and payment schedules are consistent with the industry norms.
3. Credits and Returns
A. How satisfied are you with our policies and procedures for issuing credits?
B. Credits are issued in a prompt and efficient manner.
C. The paperwork and time required to process returns is reasonable.
D. The need to submit credit requests is infrequent.
4. Ordering
A. How satisfied are you with the effectiveness with which we process your
orders?
B. Orders placed with your company are always processed correctly.
C. Ordering from your company is an easy process.
D. Your company is flexible and accommodating when we need to make changes
to an order.
6. Quotations
A. How satisfied are you with the procedures we use for providing quotes?
B. I can always count on your price quotes to be accurate.
C. When providing quotes, your availability of information is readily accessible
and up to the minute.
D. Price quotes are provided in a prompt and efficient manner.
RELATIONSHIP CATEGORIES
7. Business Partner
A. How satisfied are you in your dealings with our company as a business
partner?
B. Your company’s business practices are easy to understand.

C. I can always count on your company to meet its promises and commitments.
D. Your company listens and responds to me when I have a problem.
8. Relationship
A. How satisfied are you with your relationship with our company’s personnel?
B. I can always count on your personnel to follow up on problems to make sure
they have been resolved.
C. When dealing with any of your personnel, I am always treated with
consideration and respect.
D. I have open and easy communication with people from your company.
COMMUNICATION CATEGORIES
9. Communication
A. How satisfied are you with our company’s overall communication efforts?
B. I do not need to rely solely on my sales representative to meet my
informational needs.
C. Your company is very responsive to telephone inquiries.
D. Your personnel are pleasant and accommodating whenever I call.
10. Customer Service
A. How satisfied are you with the customer service we provide?
B. The customer service personnel are pleasant and knowledgeable
C. Whenever a problem arises, I know who to contact.
D. If someone cannot initially answer my question, they find the answer and get
back to me promptly.
11. Delivery
A. How satisfied are you with the delivery of our products or services?
B. Your deliveries arrive when promised.
C. Your deliveries are complete and accurate.

D. All deliveries are clearly marked to identify the contents.
E. All deliveries arrive in good condition.
F. All deliveries are made with the proper documentation.
G. Arranging for special deliveries or shipments is never a problem.
12. Delivery Communications
A. How satisfied are you with how we keep you apprised of the status of pending
deliveries?
B. I am kept fully informed of the up to date status of all deliveries.
C. Changes to promised delivery dates are pro-actively communicated to me
before the fact, not after.
D. If a promised delivery date changes, I am given sufficient warning to be able to
deal with it.
13. Shipping
A. How satisfied are you with the means we use for shipping our product?
B. All items received have been properly handled and stored during shipment.
C. Packing and shipping materials are adequate to protect the product during
shipment.
D. All product is protected from environmental conditions (dust, moisture, etc.)
during shipment.
PRODUCT CATEGORIES
14. New Products
A. How satisfied are you with our efforts to communicate the availability of new
products?
B. Your sales representative keeps me well-informed of new products or services
available to me.
C. Your company always informs me of your new products or services before I
hear about them somewhere else.

D. The information and materials I receive on your new products are adequate to
meet my informational needs.
15. Product Performance
A. How satisfied are you with the performance of our products?
B. Your product design and features are innovative.
C. The scope of your product line meets our needs.
D. I can not think of any ways in which your products could be improved.
16. Product Quality
A. How satisfied are you with the quality of our products?
B. Any issues having to do with quality are promptly corrected.
C. The quality process that you use in your company is sufficient for our
requirements.
C. If a quality issue arises, your company strives to make sure it is quickly and
appropriately resolved.
17. After Sales Support (Equipment)
A. How satisfied are you with the amount of follow up contact we provided after
your installation?
B. Your service organization gave my company full support during the installation.
C. The length of time it took for the machine to be functional was reasonable.
D. The features and functions of the new machine are exactly what my business
ordered.
18. Overall
A. On an overall basis, how satisfied are you with [Company]?
B. How satisfied are you with the ease of doing business with our company?
C. I would purchase products or services from your company again.
D. I would recommend your company to an associate.

Survey analysis
As from the responses of likert scale of five rating from not satisfied to most
satisfied we have categorised the survey questions into 17 different categories
and calculated the mean of each responses and came to the following conclusion
as there are few functional areas in which ALL is lagging behind the expectations
of the dealers these are the findings from expectations survey.
Our finds from Expectation survey are:
QUALITY EXPECTATIONS
 For customized UPS systems, it is important for the company engineers to
study individual customer technical requirements before offering techno
commercial solutions.
 It was found that the company has a pre-sales application engineering cell
that carries out a elaborate load analysis before the sales team is mandated
to offer commercial quotes. The R&D team of the company studies the load
reports and gives written recommendations on the proposed solution. The
power analysis load study report is also shared with the customer to create
transparency and credibility of sales proposal. The dealers were extremely
satisfied with the company system on load analysis advance and considered
this to be the plus point for the company.
 System supply deadlines (Issues):- The supply of the ups system has to be
done in synchronisation with the supply of the critical machine and the lack
of co-ordination leads to severe friction between company, dealer and
customer. It was sampled that the company had defaulted on supply
commitments on several occasions leading to loss of face for the dealer
and mitigated faith in the company’s response systems.
 Credit Period:- The company has strict credit regimen for dealers and
does not offer credit beyond 45 days which is a point of regular and
continuous friction among dealer. For delayed payments the dealer is
charged interest @18% which is contested by dealers even leading to legal
cases occasionally.
 Dealer Commissions:- Company has a policy of capping the dealer
commission at 10% which is acceptable to dealers working in the private
sector but not for dealers supplying to government sector is again a major
friction and occasionally cause of complete breakdown in relations.
 Secrecy:- Dealer enquires are supposed to kept secretive and not disclosed
to other dealers/competitor. For this company has a logging system
controlled by HOD/marketing through E-mail based first come first basis.

Dealers have given a thumbs-up to this apparently tool-proof and systematic
company’s approach.
 Product Failure/ Warranty Issues:- This seems to be the most worrying
part of the relationship between company & dealers as almost all dealers felt
the company’s product performance has deteriorated severely over the time
period. The failure rate has increased by 15% in the last year prompting the
company to bare a dedicated service quick response location in patparganj.

Expectation Matching Survey Report

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