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PROJECT REPORTON CUSTOMER COMPLAINTS AND
CUSTOMER SATISFACTION EVALUATION
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About
NALCO
Was incorporated in 1981 as a public sector company under the ministry of mines.
largest integrated bauxite-alumina-Alumunium complex in Asia
Consistent track record in technology absorption ,quality assurance, capacity utiliza
Quality assurance, posting of profits
Corporate Office at Bhubaneswar and has four regional offices at Delhi, Mumbai, K
and Chennai.
Government of India (GoI) holds 87.15 per cent stake in the company
an alumina refinery at Damanjodi and a smelter at Angul in Orissa.
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Products
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Customers
ProducttypeZone
Ingot Sowingot
WireRod
Billet
East 22 3 13 5
West 34 15 12 5
North 12 3 18 6
South 17 1 8 7
Year Production (in ,000 MT)
07-08 360
08-09 361
09-10 431
10-11 434
12-13 1100
Production Pattern ByNalco
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SWOT ANALYSIS
STRENGTHhuge deposit of BauxiteLow energy consumptionHigh profitability leader
WEAKNESSScattered plant sitesUnderutilization of capacityPower problem
OPERTUNITYUS economyDecline in intrest rate inchinaGrowth in power sector
THREATSScarcity of powerExpansion project underriskHighly fluctuating price
trend of LME
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Objective of the study
To Study Customer Satisfaction Surveys conducted by NALCO
To Evaluate the effectiveness of customer satisfaction and suggestions for improve
To understand the complaint resolution done by NALCO
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Methodology Followed
the Convenient sampling method is used
Primary data is collected through questionnaire .
The sample size is confined to 15 customers who buy product through corporate
marketing department.
Secondary data are being collected from official manuals
Suggestions based on the findings
Concept Used
Customer Satisfaction Index
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Findings from CSI study done by NALCO
0.88
0.89
0.9
0.91
0.92
0.93
0.94
billet sow ingot wire rod ingot AVERAGE
0.931
0.918
0.901
0.912
0.91550.913
0.936
0.908
0.9220.91975
JUNEDEC
Avg CSI ocf product in JUNE VS DEC
In JUNE 2011 the CSR rating for Northzone the CSR for sow ingot is poor. Innorth zone the customers are not satisfied
with the payment terms and the deliverytime. 8
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0
10
20
30
40
50
60
70
>=0.9 >=0.8 >=0.7 >=0.6 >=0.5
62
49
5
1 1
66
59
1
JUNE
DEC
OVERALL CSI FOR JUNE VS DEC
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Customer Preference Of
Parameters
51
63
49
68
43
0 20 40 60 80
Merchandising options
Timeliness of delivery
Customer Service
Price
Quality
Column4
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Most of the customers are satisfied with NALCO and they have the desire to maintain
their business with NALCO
The customers are not satisfied with the complaint resolution done by Nalco
Company need to address to complaints regarding the packaging and quantity.
NALCO is the price leader in India in the domestic market.
NALCO is transparent in providing information to its clients .
FINDING
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Recommendations
NALCO can increase its customers satisfaction by organizing
An online customer complaint portal in the official website of NALCO
special first track complaint handling department including all the
functionalities.
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