Internship Report on

Internship Report on

A STUDY ON CUSTOMER SATISFACTION TOWARDS HINDUSTAN AERONAUTICS LTD (HAL)

(AIRCRAFT DIVISION)

BY

SANTHOSH.N.S

(1NZ13MBA30)

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELGAUM

In partial fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Professor Sreoshi dasguptha Madhusudhan

Management studies (MBA), Head of Department (CS)

New Horizon College of Engineering, Hindustan aeronautics limited (HAL)

Bangalore-560103 Bangalore

DEPARTMENT OF MBA

NEW HORIZON COLLEGE OF ENGINEERING,

OUTER RING ROAD, MARATHALLI, BANGALORE-560103.

2014-2015

ACKNOWLEDMENT

The satisfaction that accompanies the successful completion of any task would be incomplete without

the mention of the people who made it possible, whose constant guidance and encouragement made my

efforts a success.

I would like to express immense gratitude to Mrs. Sreoshi Dasgupta Professor, Department

Management Studies New Horizon college of Engineering for her guidance, continuous encouragement and

valuable suggestion at every stage of my project.

I would like to thank Dr. SHEELAN MISRA, H.O.D – Commerce and Management Studies, MBA

department for the support and guidelines given to me.

I would like to thank Sri Madhsudhan Asst, Manager marketing (CS) HAL (Aircraft Division)

Bangalore, whose guidance, induced concentration, timely suggestion and encouragement helped me to

complete project successfully.

SANTHOSH N.S

(1NZ 13MBA30)

Table of Contents

CHAPTER PARTICULARS PAGE

NUMBER

1 INTRODUCTION 1 - 6

1.1 Introduction about the internship

1.2 Need for the study

1.3 Objectives of the study

1.4 Scope of the study

1.5 Research Methodology

1.6 Data collection tools

1.7 Literature review

1.8 Limitation of study

2 INDUSTRY AND COMPANY PROFILE 7 - 29

2.1 Industry profile

2.2 Company profile

2.3 Promoters

2.4 Vision and mission

2.5 Achievements/ Recognition

2.6 Company Objective & Strategy

2.7 Light Combat Aircraft (LCA)

2.8 Area of Operation

2.9 Organization Chart

2.10 Infrastructure facilities

2.11 Competitors Information

2.12 Swot Analysis

2.13 Future Growth and Prospects

2.14 Recent Product

2.15 Financial Highlights

3 THEORETICAL BACKGROUND OF THE STUDY 30 - 30

3.1 About customer satisfaction

3.2 Few Principles of Steve smith

4 DATA ANALYSIS AND INTERPREATATION 31 – 66

4.1 Data analysis and Interpretation

5 FINDINGS, SUGGESTIONS AND

CONCLUSION

67 - 69

BIBLIOGRAPHY 70 - 70

ANNEXURE

71 – 73

List of tables

SL No Table Page No

Table no 4.1 Table showing the Customers category 31

Table no 4.2 Table showing the Preference to wards HAL Product 33

Table no 4.3 Table showing the Rate the supply of company product 35

Table no 4.4 Table showing the products/service delivered on time promised

schedule

37

Table no 4.5 Table showing the rate the HAL products 39

Table no 4.6 Table showing time taken for delivery of product after ordering 41

Table no 4.7 Table showing the Satisfied with the overall performance of sales 43

Table no 4.8 Table showing the Supply of spares supplied against repair

maintenance and supply orders (RMSO’s) as per agreed plan

45

Table no 4.9 Table showing the Rate the credit policy 47

Table no 4.10 Table showing The relationship with the company

49

Table no 4.11 Table showing the Company fulfil your demand of products you

needed

51

Table no 4.12 Table showing the Deputation of repair parties to take up repair

at site for customers benefit

53

Table no 4.13 Table showing The opinion on Division on supply of quality

products

55

Table no 4.14 Table showing the Product received Often our product in damage

condition

57

Table no 4.15 Table showing the After sale service of HAL products 59

Table no 4.16 Table showing the company response to your contact

61

Table no 4.17 Table showing the relationship with the company Management

63

Table no 4.18 Table showing the feedback on training to service personnel by

the company.

65

List of graphs

SL No Graph Page No

Graph no 4.1 Graph showing the Customers category 32

Graph no 4.2 Graph showing the Preference to wards HAL Product 34

Graph no 4.3 Graph showing Rate the supply of company product 36

Graph no 4.4 Graph showing product/service delivered on your place on

timing to promised schedule.

38

Graph no 4.5 Graph showing Rate the HAL products 40

Graph no 4.6 Graph showing time taken for delivery of product after

ordering

42

Graph no 4.7 Graph showing the Satisfied with the overall performance of

sales

44

Graph no 4.8 Graph showing Supply of spares supplied against repairs

maintenance and supply orders as per agreed plan

46

Graph no 4.9 Graph showing the Rate the credit policy 48

Graph no 4.10 Graph showing the Relationship with the company 50

Graph no 4.11 Graph showing the Company fulfil your demand of product

you needed

52

Graph no 4.12 Graph showing the Deputation of repair parties to take up

repair at site for customers benefit

54

Graph no 4.13 Graph showing the opinion on Division on supply of quality

products

56

Graph no 4.14 Graph showing Product received Often our product in damage

condition

58

Graph no 4.15 Graph showing the After sale service of HAL products 60

Graph no 4.16 Graph showing the company response to your contact

62

Graph no 4.17 Graph showing the relationship with the company

Management

64

Graph no 4.18 Graph showing the feedback on training to service personnel

by the company

66

EXECUTIVE SUMMARY

A project report containing the marketing research entitled STUDY ON CUSTOMER SATISFICATION

AT HINDUSTAN AERONATICS LIMITED having all other required information followed by the

company and objective of the study etc. This project report covers the brief back ground of the industry,

introduction of the company, future plan of the company and what is the current scenario of the company

related to Customer Satisfaction

The research design that has been adopted for the study is Random Sampling Method, as the data collection

tool which acts as primary data source like questionnaires and company reports, company websites,

company manuals books are secondary data. Analysis and interpretation of the data is been done with help

of questionnaire.

To make it more clear graphs and charts are use to show the percentage and the ways taken to satisfy the

customers. This project report attempts detail examination of customer satisfaction and which gives a clear

view of the analysis and interpretation on the topic “Customer Satisfaction at HAL” finally i have

conclude all findings found by me. Suggestion and ends with conclusion that would be benefited to the

company to maximize in retaining the customers.

A STUDY ON CUSTOMER SATISFACTION TOWARDS HAL

NEW HORIZON COLLEGE OF ENGINEERING Page 1

CHAPTER -1

1.1 INTRODUCTION ABOUT INTERNSHIP

Customer satisfaction is a highly personal assessment that is greatly influenced by individual

expectation. To be successful, organizations must look into the needs and wants of their customers.

Customer satisfaction is the state of mind that customers have about a company when their expectations

have been met or exceeded over the lifetime of the product or service. It is a measure of how products and

service supplied by a company meet or surpass customer expectation. The main aim of this project is to

identify the level of satisfaction of customers towards Aircrafts and spares parts of HAL.

Satisfaction is a person’s feelings of pleasure or disappointment resulting from comparing a products

perceived performance in relation to customer expectations. Whether the buyer is satisfied after purchase

depends on the offers performance in relation to the buyer’s expectations. If performance matches the

expectations, of customer is satisfied.

According to Posselt and Eitan, improved customer satisfaction will lead to improved customer

loyalty, which will eventually improve profit. In order to satisfy our customers we have to focus on effective

customer services to meet their needs.

A number of methods exist to measure customer satisfaction. Periodic surveys can track customer’s

satisfaction directly Respondents can also be asked additional questions to measure repurchase intention and

the likelihood or willingness to recommend the company and brand to others. Companies that do achieve

high customer satisfaction rating make sure their target market knows it.

Customer satisfaction, a business terms is a measure of how products and services supplied by a

company meet or surpass customer expectation. It is seen as a key performance indicator with in business

and part of better service performances.



1.2 NEED OF THE STUDY

To understand the satisfaction level of the customers regarding the service provided by, HAL

Company to understand what are the customer’s requirement and improvement required by the better

services to organization has to provided for customers and customer satisfaction.

1.3 OBJECTIVE OF THE STUDY

To know how company provides better technical services and logistics support to customers

products.

To know how company is maintaining relationship with the customers.

To know the demand for products.

To analyze the customer satisfaction towards the products

1.4 SCOPE OF STUDY

The present study intends to provide an integrated picture of the level of customer satisfaction

towards Hindustan Aeronautics Limited.

The study was conducted in the city of Bangalore. Customers of HAL have been chosen for the

study. The study is also intended to know the level of customer’s satisfaction towards the

products/services provided by HAL.

The researchers also to helps study of how the improve customer satisfaction and better services can

be delivered to company customers.



1.5 RESEARCH METHODLOGY

Research has to proceed analytically in the already planned direction with the help of a number of

steps in succession. To make the research systemized the researcher has to adopt certain methods. The

method adopted by the researcher for completing the project is called Research Methodology.

Research is purely and simply the structure and plan for the study that guided the collection and

analysis of data. A research work will be successful, only with a sound research design. The research design

for the purpose of the study is systematic in nature. The major purpose of analytical research is to analyze

the state affaires as it exists at present. Analytical research includes survey and in-depth analysis of

variables. The research plans calls for assembly primary and secondary data. The sampling Method adopted

for the study.

METHODS OF DATA COLLECTION

In this research the collection of data from various sources and they two types

1. Primary Data.

2. Secondary Data.

1. Primary Data

Primary data has been gathered by a survey through a structured questionnaire. The data has been

collected 50 customers through questionnaires, by using simple random sampling. In addition interaction

with the HAL employees has also given some information.

2. Secondary Data

Secondary data comprises of information obtained from annual reports, manuals of departments, and

websites.



1.6 DATACOLLECTION TOOLS

To conduct a survey, the Research has selected a structured questionnaire as an instruction for

gathering valuable information from the customers. Questionnaire, which is used for survey is consisting of

questions and checklist questions to verify the customer feedback.

Sampling Design

Sampling Plan

It includes plan of sampling unit used in the survey. It also includes the sampling size and the

sampling method used for the survey.

Sampling unit

The sampling unit is the customers of HAL products.

Sampling size

The sample size was selected based upon simple random sampling. For the purpose of taking

samples are taken.

Sampling Frame

The study has been agreed out in the Hindustan Aeronautics Limited situated in Bangalore

Period of study

The research periods were from: 08-12-2014 to 14-02-2015.

Contact Method The method used to contact the respondent was some customers contact directly and some

customers are not directly contacting the customers in way of sending mail. The research selected method of

contacting most through company to customers in way of mailing of questionnaires to customer.

Presentation of data percentage method tables and charts are used to present the data.



1.7 LITERATURE REVIEW

Customer satisfaction

Customer satisfaction, market share and success Does higher customer satisfaction lead to better

economic returns general taking of this relations is clear in the growing accepted creative writing on quality

and the customer satisfaction, the rising number of consulting and marketing research firms that promise to

improve a clients ability to make more profit by increasing the customer satisfaction. Customer satisfaction

to be primary objective of the organization for success and growth. (eugene. w. anderson, july 1994)

Marketing Journals

We provide a mathematical framework for assessing the value of customer satisfaction. The enables

managers to determine which customer satisfaction elements have the greatest impact, and how much money

should be spent to improve particular customer satisfaction. This makes it possible to hold customer

satisfaction programs responsible, in the way that other business programs are held responsible, by forcing

them to display their benefits with respect to bottom line profitability. We use an individual level model of

reliability and maintenance, and then build up to market share by aggregation. We show the application of

our approach in a pilot study of a trade market. (Rust, 1993)

The economy is changing the central feature of the old company was the mass production and expenditure of

the goods. The modern economies is based on the production and use of more and more differentiated goods

and services., but also that they provably tell us less than they use. (claes. foenell. michel d johnson, october

1996)

Psychology and marketing

. Customer satisfaction with a company's products or services is often seen as the key to a company's success

and long-term competitiveness. In the background of association promotion, customer satisfaction is often

view as a central determinant of customer maintenance. However, the few experimental investigation in this

area indicates that a direct association between these construct is weak or even imaginary.

The overall idea of this article is to develop a theoretical basis for investigating the customer maintenance

development, with the use of the concepts of customer satisfaction and relationship quality. The article

involves a significant examination of the satisfaction–maintenance relationship, and the development of a

more full view of the customer's quality perception (anderson, december 1997)



1.8 LIMITATIONS OF STUDY

All the studies to be made have their own parameter and it is difficult to make a study on assumption

despite all possible efforts to make this analysis comprehensive, scientific and accurate. Thus there is bound

to be some limitation.

Due to the time constraint has been conducted.

Sampling size is limited, only 50 respondents.

Lot of restriction in the study area.

We do not meet all customers directly.



CHAPTER-2

7INDUSTRY PROFILE AND COMPANY PROFILE

2.1 Industry Profile

The Indian Aerospace Industry is witnessing an unprecedented growth. Hindustan Aeronautics

Limited (HAL), which is fully owned by the Government of India, is the premier aerospace company in the

country. HAL has played a major role in the Defence Aviation of India through design, manufacture and

overhaul of fighters, trainers, helicopters, transport aircraft, engines, avionics and system equipment. HAL is

now ranked 34th

in the list of world’s top 100 defence companies.

HAL is a major partner for the Space programmers of India Space Research Organisation (ISRO)

and manufactures structures and assemblies for the vehicles and satellite at its dedicated Aerospace Division

in Bangalore. The civil aviation sector in India is growing rapidly. It has recorded annual growth of over

41% in passenger traffic during in the last two years. In fact, it has contributed significantly to the growth of

international civil aviation sector. The rapid growth of civil aviation has put extreme pressure on the existing

civil aviation infrastructure.

As a result, the thrust is now on modernization of airports, communications, navigation and

surveillance systems for air traffic management, radars and facilities for Maintenance Repair and Overhaul

of aircraft and sub systems. There are thus enormous potential and huge opportunities for collaboration and

creation of joint ventures in the aerospace sector in India for establishing Maintenance Repair Overhaul

(MRO) facilities for civil and military aircraft, overhaul and maintenance of aero engines and production of

avionics, components and accessories both in the civil and military aviation sectors.

Major global aviation industry are already eyeing the local market in India and scouting for

engineering and design services. Indian industry over the past few years has shown the ability to respond

effectively to the market opportunity, especially in the global market. There can be no better indicator of this

than an assessment of Aerospace exports as a testimony to this fact.



Aviation is one of the most significant technological influences of our time and empowers the nation with

strength.

It’s major tool for economic development and has significant role in national security and international

relation. India has been fortunate to have started Aeronautics and related activities in 1940 with

establishment of HAL

The aviation industry globally has many players U S aircraft major players are:

Lockheed Martin is at the top of the list followed by

Boeing (U S)

Northrop Grumman (U S)

BAE system (U K) and

Raytheon (U S)

The aviation industry comprises companies producing aircraft, guided missiles, aircraft engines, space

vehicles, propulsion units and reduced parts. Aircraft overhaul, rebuilding and parts are also included. The

aviation industry in India includes state owned entities and also number of private players. The ministry of

civil aviation governs the aviation industry.

Hindustan Aeronautics ranked 34th

among the global league of top 50 aerospace companies moving up

since last year’s rank of 45. In 2004-2005, the India share of the global aviation industry was US$36 Billion.

Aviation industry in India is one of the fastest growing aviation industries in the world, with the

liberalization of the Indian aviation sector aviation industry in India has undergone a rapid transformation.

From being primarily a government owned industry, the Indian aviation industry is now dominated by

privately owned will service airlines and low cost carriers.

Aviation industry supplies services to:

Indian Defence Service

Cost Guards

Boarder Security Forces

Transport aircraft and fighter aircraft has also been supplied to state government of India and others Airlines.



Leading players in Aeronautical Industry:

Air charter service Private Ltd

Air charters India

Air India

Aviation India

Deccan Aviation Ltd

Jet Airways

Kingfisher Airlines

Future growth and prospects of the aeronautics industry

Road map

The potential of the Indian aviation industry is enormous. The market already has about 150 million

travellers passing through its airports, with the capacity to grow further. By 2020, traffic at Indian airports is

projected to touch 450 million. Furthermore, India’s aviation industry supports about 0.5 percent of the

Indian GDP and close to 1.7 million high productivity is nearly 10 times greater than the Indian average.

Market size the industry

India is one the fastest growing aviation markets and currently the ninth largest civil aviation market

in the world, according to Mr. KN Shrivastava, India Civil Aviation Secretary. The sector is projected to be

the third largest aviation market globally by 2020.

Currently, India’s aviation market caters to 117 million domestic and 43 million international passengers.

Over the next decade that market could reach 337 million domestic and 84 million international passengers.

Air transport (including air freight) in the country attracted foreign direct investment (FDI) worth US$

456.84 million in the period April 2000-July 2014, according to data released by Department of Industrial

Policy and Promotion (DIPP).



2.2 COMPANY PROFILE

HINDUSTAN AERONAUTICS LIMITED

Hindustan Aeronautics Limited (HAL) came into existence on 1st

October 1964. The company was formed by the merger of Hindustan

Aircraft Limited with Aeronautics India Limited and Aircraft

Manufacturing depot, Kanpur.

The company traces its roots to the pioneering efforts of an

industrialist with extraordinary vision, the late Seth Walchand Hirachand,

who set up Hindustan Aircraft Limited at Bangalore in association with the erstwhile princely state of

Mysore in December 1940. The government of India became a shareholder in March 1941 and tool over the

Management in 1942.

Today, HAL has 19 production units and 9 Research and Design Centres in 7 locations in India. The

company has an impressive product track record – 12 types of aircraft manufactured over 3550 aircraft,

3860 engines and overhauled over 8150 aircraft and 28870 engines.

HAL one of Asia’s largest aerospace company, It has 33,990 employees

HAL has been successful in numerous R & D programs developed for both Defence and Civil Aviation

sectors. HAL has made substantial progress in its current projects

Dhruv, which is Advanced Light Helicopter (ALH)

Tejas-Light Combat Aircraft (LCA)

Intermediate Jet Trainer (JIT)

Various military and civil upgrades.

Dhruv was delivered to the Indian Army, Navy, Air force and the Cost guard in March 2002, in

the very first year of its productions, a unique achievement.

HAL has played a significant role for India’s space programs by participating in the manufacture of

structures for Satellite Launch Vehicle like

PSLV (polar satellite launch vehicle)

GSLV (Geo-synchronous Satellite Launch Vehicle)



IRS (Indian Remote Satellite)

INSAT (Indian National Satellite)

Apart from these seven, other major diversification projects are Industrial Marine Gas Turbine and

Airport Services. Several Co-production and Joint Ventures with international participation are under

consideration.

HAL’ suppliers/services are mainly to Indian Defence Services, Coast Guards and Border Security

Force. Transport Aircraft and Helicopters have also been supplied to Airlines as well as State Governments

of India. The company has also achieved a foothold in export in more than 30 countries, having

demonstrated its quality and price competitiveness.

HAL has won several international & National Awards for achievements in R & D. Technology,

Managerial Performance, Exports, Energy conservation, quality and fulfilment of social responsibilities.

2.3 PROMOTERS

Whole time directors

1. Shri T Suvarna Raju - Chairman of HAL

2. Shri V.M. Chamola – Director (HR) HAL Corporate Office 15/1, Cubbon Road, P.B.No.5150 Bangalore-

560001 Ph: 080 22020312

3. Shri K Naresh Babu – Managing Director HAL Complex Vimanapura Post Bangalore- 560 017. Ph, 080-

22318230/22313534

4. Dr. A.K. Mishra-Director (Finance HAL Corporate Office Bangalore-560 002.

6. Shri Subrahmany – Managing Director HAL MiG Complex Ojhar Township NASIK-422 207,

Maharashtra State



2.4 MISSION AND VISSION

MISSION

“To become a globally aerospace industry while working as an instrument for achieving self-reliance in

design, manufacture and maintenance of aerospace defence equipment and diversifying to related areas,

managing the business on commercial lines in a climate of growing qualified competence.”

Enable all those working for HAL to give their best to ensure their all-round growth as well as that of

the organization.

VISION

“To become a Global player in the Aerospace Industry.”

2.5 Achievements/ Recognition

HAL was awarded the “INTERNATIONAL GOLD MEDAL AWARD” for corporate Achievement in

Quality and Efficiency at the International Submit (Global Rating Leaders 2003), London, UK by M/s

Global rating and UK in conjunction with the international Information and Marketing Centre (IIMC).

HAL was presented the International “ARCH OF EURPOE” Award in Gold Category in recognition for its

commitment to Quality, Leadership, Technology and Innovation.

At National level, HAL won the “GOLD TROPHY” for excellence in Public Sector Management, instituted

by the Standing Conference of Public Enterprises (SCOPE).

The company scaled new heights in the financial year 2006-07 with a turnover of Rs.7,783,61 cores.

Conferred NAVARANA status by the Government of India on 22nd

June 2007

HAL was awarded the “Suppliers of the year 2009” by Boeing, USA



2.6 COMPANY OBJECTIVES & STRATEGY

OBJECTIVE

To ensure availability of Total Quality People to meet the Organizational goals and objectives.

To have a continuous, improvement in knowledge, Skill and competence.

To promote a Culture of Achievement and Excellence with emphasis on Integrity, Credibility and

Quality.

To maintain a motivated work force through empowerment of individual and Team-building.

To enhance organizational learning.

To play a pivotal role directly and significantly to enhance productivity, profitability and improve the

Quality of work life.

STRATEGY

To be in total alignment with corporate strategy.

Maintain Human Resource at Optimum level to meet the objectives and goals of the company.

Focus on development of core competence in High-Tech areas

Build cross-functional Teams

Create awareness of Mission, values and organization Goals throughout the company



2.7 LIGHT COMBAT AIRCRAFT (LCA)

The HAL Tejas (“Radiant”) is a light weight multirole jet fighter developed by India. It is a

tailless, compound delta wing design powered by a single engine. It came from the Light Combat Aircraft

(LCA) programme, which was begun in the 1980s to replace India’s aging MiG-21fighters. Later the LCA

was officially named “Teajs” by then Prime Minister Atal Bihari Vajpayee.

The Tejas has the delta wing configuration, with no tailplanes, features a single vertical fin. It integrated

technologies such as relaxed static stability, fly-by-wire flight control system, advanced digital cockpit,

multi-mode radar, integrated digital avionics system, advanced composite material structures and a flat rated

engine.

The LCA programme was launched in 1983 for two primary purposes. The principal and most obvious

goal was the development of a replacement aircraft for India’s ageing MiG-21 fighters. The MiG-21 has

been the ministry of Indian Air Force since the 1970s. The “Long Team Re-Equipment Plan 1981” noted

that the MiG-21s would be approaching the end of their service lives by the mid-1990s, and that by 1995 the

IAF would lack 40% of the aircraft needed to fill its projected force structure requirements.

Project definition commenced in October 1987 and was completed in September 1988.Dassault Aviation

of France was hired as a consultant to review the PD and provide advice based on its extensive aviation

expertise.



Engine and Propulsion

Initially, it was decided to equip the prototype aircraft with the General Electric F404GT-F2J3

afterburning turbofan engine. Simultaneously, in 1986, a parallel programme to develop an indigenous

power plant was also launched. Led by the Gas Research Establishment, the GTRE-GTX-35VS, named

“Kaveri”, and was expected to replace the F404 on all production aircraft. However, progress in the Kaveri

development programme was slowed by technical difficulties. General Electric was awarded a US$ 105

million contract in 2004 for development engineering and production of 17-IN20 engines, delivery of which

begin of which in 2012.

JOINT VENTURES-HAL

HAL has formed the following Joint Ventures (JVs):

Indo-Russian Aviation Limited

Snecma-HAL Display System Limited

SAMTEL-HAL Display System Limited\

HALBIT Avionics Pvt Ltd

HAL Edgewood Technologies Pvt Ltd

INFOTECH-HAL Ltd

TATA-HAL Technologies Ltd

HATSOFF Helicopter Training Pvt Ltd

International Aerospace Manufacturing Pvt Ltd

Multi Role Transport aircraft Ltd

Apart from these seven, other major diversification projects are Industrial Marine Gas Turbine and

Airport Services. Several Co-production and Joint Ventures with international participation are under

consideration.

HAL’s supplies/services are mainly to Indian Defence Services, Coast Guards and Border Security Forces.

Transport Aircraft and Helicopters have also been supplied to Airlines as well as State Government of India.

The Company has also achieved a foothold in export in more than 30 countries, having demonstrated its

quality and price competitiveness.



Nature of the Business Carried

HAL is one of the largest aerospace companies in Asia with its annual turnover to be running above

US$2 billion. More than 40% of HAL’s revenues come from international deals to manufacture aircraft

engines, spare parts, and other aircraft materials. Over the last six decades, it has growth progressively into

an integrated aerospace organization and has spread its wings to cover various activities in the area of

design, development, manufacture and maintenance of advanced fighters, pistons and jet trainers,

commercial aircraft, helicopters as they’ll as the associated aero-engines, aircraft systems, equipment and

avionics.

Ownership Pattern

The government of India became one of the shareholders of Hindustan Aircraft Limited in March

1941 and took over the management in 1942. HAL in its present form as a public sector undertaking under

ministry of defence and fully owned by HAL aircraft division GOI, came into existence on October 1964,

when aeronautics India limited and aircraft manufacturing depot were merged into aircraft limited.

HAL is the largest PSU under the department of defence production, GOI has been declared as a

mini Ratana company. HAL has blossomed into a major player in global aviation arena and is today one

among the elite “NAVARATHAN COMPANIES”. HAL was initially set up as Hindustan Aeronautics

Limited at Bangalore in association with the erstwhile princely of Mysore in December-1940.

Work Flow Model

STEP 1: Customer places an order to HAL head office for building or fabricating aircrafts, engines, pistons

and jet engine trainers, commercial aircrafts, helicopters etc.

STEP 2: HAL allocates the funds on the basis of the nature of the order to the respective divisions.

STEP 3: As per the guidelines of management each division is required to perform the mandatory budgeting

exercise and present to the head office, the details of the proposed expenditure to process the customers

order.

STEP 4: If it is deemed acceptable to the customer, the customer enters into an agreement with HAL and a

contract is signed which specifies the time period of actual delivery of the product, funding structure etc.



2.8 AREA OF OPERATION

Domestic Area

Indian air force

Indian Navy

Indian coast guard

Defence research and development organisation

International Area

Airbus France

Boeing, USA

BAE system, UK

Royal air force of Oman

Israel aircraft industries

2.9 ORGANIZATIONAL CHART

All over India H. A. L has 7 divisions; these divisions are dedicated for different purpose related to the

manufacturing of commercial and fighter aircrafts. The divisions are as follows:

1. Bangalore Division It is divided into 5 divisions:

a) Air craft division, which also consist a runway.

b) Engine division, which is indulged mainly in manufacturing of LCA Engine.

c) Helicopter division.

d) Overhaul division.

e) Design bureau.



2. Nasik DivisionIt is currently dealing with Russian accessories repair, overhaul and manufacturing

which are used in aircrafts.

3. Kanpur Divisionit is dealing with assembly of whole commercial aircrafts like Dornier and other

major products are DO-228, HPT-32 and Civil aircrafts etc.

4.Luck now DivisionIt is an accessories division which deals with manufacturing of more than 1400

accessories like, alternator, generators, tachometer, techno generator and other major products are

Landing gear, Wheels, Brakes, Hydraulic & Fuel accessories, aircraft instruments GSE, GHE & ECS etc.

5. Korwa DivisionIt also deals with design and manufacturing of accessories (mainly electronics) and

other major products are INS, HUDWAC, NAV attack LRMTS, FDR, Auto Stab System.

6. Koraput Division It is indulged in assembly of engines of aircraft.

7. Hyderabad Division It is an accessories division. They manufacturing an

Accessories like Surveillance Radar, Precision Approach Radar, INCOM, RAM, IFF, VHF / UHF (5).

HAL major exports include A-320 passenger’s doors to Airbus, up lock equipment to Russia, spares

and services to Napal, Malaysia, Thailand, Mauritius, and Oman. HAL as also initiated measures to identify

and establish strategic alliance and joint ventures with global aerospace companies who provide cutting edge

technologies help in upgrading skills qualities level in addition to opening export market.

It operates all over the world and its liaison offices are situated in countries like London, France, Germany

and Israel.



2.10 INFRASTRUCTURE FACILITIES

Classrooms HAL has eight air-conditioned and acoustically-designed training halls with a seating capacity

varying from 20 to 50 with flexible seating arrangements. Each classroom is equipped with excellent audio-

visual facility. Computer lab is available for hands on learning of software.

Library HMA has a library with over 12000 books mainly on Management topics. It has also a number of

professional journals. An impressive collection of audio-visual aids supplement classroom learning and

assignments.

Accommodation Forty eight fully furnished twin occupancy rooms are available which provide

accommodation nearly to a hundred resident participants.

Cafeteria A neat and tidy cafeteria a with in the campus provides nutritious food and caters to the palate of

the participants from all over the country .

Recreation The has to provides facility include a indoor and outdoor sports areas, which provide the provide

the participants the much needed relaxation during the off-hours and holidays. A number of Business

newspapers and magazines are also available.

2.11 COMPETITORS INFORMATION

The aerospace market is highly competitive with the state owned; HAL being the largest Indian

aircraft manufacture, competition is likely to intensify with greater private sector and foreign participation.

The government as to set its role in promoting the industry. The company does not have any competition in

domestic market for its aircraft because it requires huge sum of money and vast area of land for establishing

a company and it also involves huge risk which the private parties would not like to take and the engine

division manufactures aircraft purely for counties defence purpose. So its main customer is Indian air force.

The company is having few competitors of its export project like Boeing and Airbus doors from

countries like China and Pakistan.



2.12 SWOT ANALYSIS

Strengths

Enjoys monopoly

Highly skilled labours

More than 50 years old, it has achieved experience in technology

It is only suppliers for maintenance of aircraft

It has big research and development units also foundry and forge unit

Good industry relations.

Weakness

All major decision taken by government

Higher inventory cost

No direct marketing experience

Delay in decision due to procedures and authority

Opportunities

HAL can compete in global market

Increase demand for small and medium range equipments

Develop tenders for detail parts and assemblies

Risk in spending in defiance sector world wide

THREATS

Overhaul of aircraft and light maintenance is open for private

Change of technology

Facing competition with international market because of license

Changing foreign policy also effect the industry

Resignation of trained employees



2.13 FUTURE GROWTH AND PROSPECTS

(Road map and future projects of aircraft division)

HAL has been registering steady growth in term of financial parameters over the last 10 years. The

sales have grown from Rs. 8,625 crores in 2007 -08 to Rs 14,001 crores (Provisional) in 2011-12. The trend

is expected to continue during 12th

, 13th

and 14th

five years plan with programmes such as FGFA, MTA,

HTT-40, LCH, LUH, IMRH etc.

The Company has drawn a long term Perspective Plan (2010-22) to realize its Vision to become a

significant global player in the aerospace industry. This document outlines the roadmap for HAL’s march

towards the Vision through analysis of current position, defining strategies to be adopted to overcome

challenges and to sustain growth. Detailed Plans for Technology Induction, Modernization, Manpower,

Collaboration etc., are being prepared in line with the overall strategy brought out in the Perspective Plan.

A few years from now, HAL will have ALH, LCH, IJT, LCA and the BASIC trainer, in its product

profile. With FGFA and MAT projects maturing there after HAL will have the manufacturing capabilities to

deliver high quality products and compete with the global OEMs with the design capabilities to develop the

next generation products. HAL would be in a position to deliver home grown products to the India Armed

forces as well export the above products in significant numbers against competition from the global OEMs.

Business Prospects

HAL is presently involved in the Design and Development of the Weaponised version of Advanced

Light Helicopter (ALH), the Light Combat Helicopter (LCA), the Light Utility Helicopter (LUH), the

Intermediate Jet Trainer (IJT) and Basic Trainer Aircraft. HAL is also the major partner to Aeronautical

Development Agency (ADA), the nodal agency for the Design & Development of the LCA – Tejas and its

variants.

The Initial Operational Clearances (IOC) of the IJT & the LCA are expected by the end of this fiscal on the

rotary front the Dhruv Mk-4 (Christened ‘Rudra’) is now in the last lap of IOC and first delivery is expected

by this year. LCH flight evaluation trials are in progress on the two prototypes and area of improvement has

been identified and these are planned to be addressed in the third prototype to be built by HAL.



MAJOR CUSTOMERS (DOMESTIC & INTERNATIONAL)

DOMESTIC

Indian Army

Indian Navy

Indian Coast Guard

Indian Space Research Organisation

Defence Research & Development Organisation

Border Security Force

Oil & Natural Gas Cooperation of India

Govt. of Karnataka

Govt. of Jharkhand

Govt. of Maharashtra

Geological Survey of India

Bharat Heavy Electricals Ltd.



INTERNATIONAL

Airbus Industries, France

Boeing, USA

Coast Guard, Mauritius

Ecuadorian Air Force, Ecuador

ELTA, Israel

GE Aviation, USA

Hamilton Sundstrand, USA

Honeywell International, USA

Israel Aircraft Industries, Israel

Mauritius Police Force, Mauritius

Moog Inc. USA

Namibian Air Force, Namibia

Nepal Army, Nepal

RAC MIG, Russia

Rolls Royce Plc, UK

Royal Air Force, Oman

Royal Malaysian Air Force, Malaysia

Royal Thai Air Force, Thailand

Ruag, Germany

Rosoboronexport, Russia

Suriname Air Force

Turbomeca, France

.



2.14 RECENT OPERATIONS PRODUCTS

1. Sukhoi 30-Mkl: Supersonic, Multirole combat aircraft with Twin engines, Twin seats, Vectored

thrust jet nozzle, fly by wire flight control system & mission computer and on-board radar station.

2. Light Combat Aircraft-LCA (Tejas Division): LCA is a Multi-role light fighter supersonic aircraft

highly manoeuvrable with fly by wire flight controls and is made of composite material structures



3. Jaguar upgrade (Darin 111): Jaguar is a fighter aircraft & being upgraded with Multifunction

Display (MFD), weapons (cluster bomb, laser guided bomb), Electronic welfare, Data & Video

Recording System.

6

4. Light Combat Helicopter- LCH: Indigenously Developed by HAL for combat operations with

Narrow fuselage, Tandem seating, Armour protection & Night Attack Capability.



PRODUCT PROFILE/SERVICE PROFILE

PRODUCTS:

FUTURE PRODUCTS

http://hal-india.com/AircraftNasik/products.asp

http://hal-india.com/AircraftBangalore/products.asp

http://hal-india.com/helicopter/products.asp

http://hal-india.com/AvionicsHyd/products.asp

http://hal-india.com/AvionicsKorwa/products.asp

http://hal-india.com/Accessories/products.asp

http://hal-india.com/Aerospace/products.asp

http://hal-india.com/EngineKoraput/products.asp

http://hal-india.com/Enginebangalore/products.asp

http://hal-india.com/futureproducts/products.asp



1.u 30 MKI Twin-seater, Multi-role, Long range Fighter / Bomber / Air

Superiority Aircraft

2.MiG-27 M Single-seater Tactical Fighter / Bomber with variable sweep

wings

3.MiG-21 VARIANTS

Single-seater Front line Tactical Interceptor / Fighter Aircraft

4.METALLIC DROP TANKS

The Division manufactures different types of metallic drop (Jettison

able) tanks with capacity of 490 and 800 litters



5.UNDERCARRIAGE The Division has facilities and expertise in the manufacture and

overhaul of Undercarriages of both MiG-27M and MiG-21

variants. The landing gears are of a conventional tricycle type and

consist of one steerable Nose wheel leg and two Main wheel legs to

roll the aircraft in motion, on the ground, during take-off run and

landing run.

6. EJECTION SEAT The Ejection Seat is installed to provide safe escape to the Pilot

from the Aircraft while catapulting is effected with the help of a

combined Ejection Gun. The Division has the facilities and

expertise in the manufacture and overhaul of ejection seats for both

MiG-27M and MiG-21 variants.

7. CANOPY The Division manufactures and overhauls canopies of MiG-21

variants and MiG-27M Aircraft.

8. FLEXIBLE RUBBER FUEL TANKS The Division manufactures and supplies all types of Rubber Fuel

Tanks required for MiG-21 Variants. The Rubber Fuel Tanks are

provided with special protection coating against Ozone/heat and

adverse climatic conditions.

The Division has exported a large number of Rubber Fuel Tanks.



2.15 FINANCIAL HIGHLIGHTS (Overall division)

(In crores)

Particulars 2013-14 2012-13

Turnover 15,127.94 14,323.63

Exports 440.04 382.82

Profit Before Tax(PBT) 3,577.69 3,496.97

Provision for Tax 885.17 500.06

Profit After Tax(PAT) 2,692.52 2,996.91

R & D Expenditure 1,083.26 1,948.95



CHAPTER-3

3.1 THEORTICAL BACKGROUND OF THE STUDY

About Customer satisfaction

Customer satisfaction occurs when the experience obtained from transaction match expectation. Customer

may forget experience that match expectation although, customers will generally notice and also remember

those experience that deviated from expectation.

In opposite situation i.e. state of satisfaction it may result into repurchase of product/service as case may be

One has to accept the fact that people i.e. employee in an organization play a crucial role in determining and

delivering of the level of service quality and ultimately consumers satisfaction. It has been observed that

even manufacturing organization have gradually realized the fact the along with tangible offering, intangible

customer services the only possible distinct way to create a point of differentiation and positioning in to the

competitors. It is needless to state companies need to manage customer contact effectively where the desired

outcome is a satisfied customer.

Customer’s satisfaction data customer data provides early warning sign of problems before they show up in

revenue and down in profit.

Customer Satisfaction

Customer satisfaction is the success, Getting your customer to tell you what good about your product and

services, and where you need improvement helps you to ensure that your business measure up to their

expectations. The attached file contains a customer satisfaction survey from designed to help gather. This

important information. It was designed to make it match your company activities.

It also includes suggestion for distributing the form. Ensuring that customer that will return the form, and

following up on comments.

3.2 Few principles of Steve smith:

The goal is to exceed customer expectation.

Customer satisfaction is necessary, but not sufficient how many times do.

All initiatives must be derived from defined problems. For instance.

Dissatisfied customer don’t buy. That’s an example of clear problem.

The plan must be clear and congruent.

The play must be resonating with the VP and at least a minority of managers who agree with

the objectives and initiatives.

Quality of company product and services.

Quality of the relationship between the co-agent the customer.



Table 4.1

Customer’s category

Particulars Respondents Percentage

Domestics customer 50 100%

International 0 0%

Total 50 100%

Analysis

In the table showing the Domestic customers are 50 i.e., 100%,

On the other hand International customer is o% in the total respondents.



Graph 4.1

Interpretation

The above graph shows that the customer type, as per the response given by the 50 customers, all the

customers are of domestic customers.

0

20

40

60

80

100

120

Domestics International

DISPLAY OF CUSTOMERS CATEGORY

Respondents

Pecentage



Table 4.2

Your preference to wards HAL product

Particular No of respondents Percentage

Spare parts 17 34%

Engines 10 20%

Aircrafts 23 46%

Total 50 100%

Analysis

In the table showing the customer are prefer Spare parts 17 i.e., 34%,

Engines are preference 10 i., 20% and

The Aircraft 23i.e. 46 % can be prefer to HAL products.



Graph 4.2

Preference to HAL products

Interpretation

The above graph shows that the customer preference in the HAL product, as per the response given by 50

customers, the majority of customers prefer aircraft, that is 23 customers out of 50, followed by 17customers

prefer spare parts that is 34% and 10 customers prefer engines that is 20%

0

5

10

15

20

25

30

35

40

45

50

Spares parts Engines Aircraft

Respondents

Percentage



Table 4.3

Rate the supply of company products


Excellent 21 42%

Good 14 28%

Average 7 14%

Can improve 5 10%

Poor 3 6%

Total 50 100%

Analysis

In the table can be showing Excellent 21 i.e., 42%,

Good can gives 14 i.e., 28% and

Average 7 i.e., 14%,

Can improve 5 i.e., 10% and

Poor 3 i.e., 6% of respondents can given to total respondents of supply of company products.



Graph 4.3

Rate the supply of company products

Interpretation:

The above graph showing the supply of company product the total customers 50 response most of customers

are given Excellent 42% and Poor can be given 6% of total respondents of rating of supply of company

products.

0

5

10

15

20

25

30

35

40

45

Excellent Good Average Can improve Poor

Respondents

Percentage



Table 4.4

The product/service delivered on your place on timing according to promised schedule


Yes 40 80%

No 10 20%

Total 50 100%

Analysis

The table showing the in time delivery of product it shows yes can be 40 i.e., 80% of respondents and

No can be response 10 i.e., 20% seen the total 50 respondents in the product and service delivered on your

place on schedule time has promised to the company.



Graph 4.4

Product/service delivered on your place on timing to promised schedule

Interpretation:

The above graph showing the total response of 50 customers on that service delivery respondents as 40

members 80% are say Yes and

On the other hand 10 members 20% are No, in the total respondents to product service delivery on schedule

time has promised of total response.

0

10

20

30

40

50

60

70

80

Yes No

Respondents

Percentage



Table 4.5

Rate the HAL products


Excellent 24 48%

Good 13 26%

Average 9 18%

Can be improve 2 4%

Poor 2 4%

Total 50 100%

Analysis:

In the table showing the total rating to HAL products is 50 respondents on that part Excellent 24 i.e.,48%,

Good 13 respondents of 26% can given and

Average can be given 9 respondents of 18% of the customers and

Can be improve and poor can be given 2 and 2 of 4% of the total respondents.



Graph 4.5

Rate the HAL products

Interpretation

The above graph showing the overall rating to HAL products out of 50 respondents has given Excellent 48%

on the other hand Poor can be given 4% in total respondents and the overall response of company customers.

Excellent Good

Average Can improve

Poor

24

13

9

2 2

48

26

18

4 4

Respondents Percentage



Table 4.6

The time does it take for delivery of products after ordering


Less than 2 years 3 6%

2 to 4 years 8 16%

4 to 6 years 14 28%

More than 6 years 25 50%

Total 50 100%

Analysis

From the table showing for delivery of product after ordering, the respondents responds less than 2 years is

3 i.e., 6%

2 to 4 years 8 i.e., 16% of total respondents.

4 to 6 years 14 of 28% of total respondents.

More than 6 years given 25 i.e., 50% of respondents.



Graph 4.6

The time does it take for delivery of products after ordering

Interpretation

The graph showing the time of delivery of product after ordering is more than 6 years 50% of customers are

given and less than 2 years given only 6% can be shown to graph.

Respondents

Percentage 0

5

10

15

20

25

30

35

40

45

50

Less than 2 years 2 to 4 years

4 to 6 years more than 6

years

Respondents

Percentage



Table 4.7

Satisfied with the overall performance of sales

Analysis:

The table showing overall performance of our sales of company products Excellent can be shown as 22 of

44%

Good 12 i.e., 24%

Customer response of Average can gives 6 i.e., 12%,

Can be improve 5 of 10% and

Poor can be 5 i.e., 10% of overall respondents.


Excellent 22 44%

Good 12 24%

Average 6 12%

Can improve 5 10%

Poor 5 10%

Total 50 100%



Graph 4.7

Overall performance of sales

Interpretation:

In this graph showing the overall response of customer sales that is 44% of customers given Excellent on the

other hand 10% of have given Poor to overall performance of company on sales.

0

5

10

15

20

25

30

35

40

45

Excellent Good

Average Can improve

Poor



Table 4.8

Supply of spares supplied against repair maintenance and supply orders (RMSO’s) as per agreed plan


Excellent 22 44%

Good 10 20%

Average 11 22%

Can improve 5 10%

Poor 2 4%

Total 50 100%

Analysis:

The table showing supply of repair and maintenance of agreed plan as response given Excellent given 22 of

44%

Good can be given 10 i.e., 20% of customers are given.

Average can given 11 i.e., 22% of customers response.

Can be improve given 5 i.e., 10% and

Poor can be given 2 i.e., 4% of total respondents.



Graph 4.8

Supply of spares supplied against repairs maintenance and supply orders as per agreed plan

Interpretation:

The above graph showing most of customers are given Excellent 44% response supply repair and

maintenance of products and Poor can be given 4% in the company maintenance has given to customer

response.

Respondents

Percentage 0

5

10

15

20

25

30

35

40

45

Excellent Good

Average Can

improve Poor

Respondents

Percentage



Table 4.9

Rate the credit policy


Excellent 26 52%

Good 12 24%

Average 7 14%

Can improve 3 6%

Poor 2 4%

Total 50 100%

Analysis:

The table showing credit rate policy as give for company to their customers on that customer is given to

Excellent to 26 of 52% of respondents

Then good can be given 12 i.e., 24% of customers response

Average can be given to customer 7 of 14 % to total customers

Improve and Poor can given 3 & 2 i.e., 6% & 4% of total customers .



Graph 4.9

Rate the credit policy

Interpretation

This graph showing the credit policy has given by company to customers benefits and the feedback on this

Excellent given by 54% of customer and Poor can given 4% of total customers response.

0

10

20

30

40

50

60

Excellent Good Average Can improve Poor

Respondents

Percentage



Table 4.10

The relationship with the company


Excellent 23 46%

Good 8 16%

Average 12 24%

Can improve 6 12%

Poor 1 2%

Total 50 100%

Analysis:

In the table shows relationship with the company most of all given Excellent 23 i.e., 46%

Good can be given 8 of 16%

Average can given to relationship of company is 12 i.e., 24% and

Improve and Poor can be given 6 & 1 i.e., 12% & 2% of total respondents



Graph 4.10

Relationship with the company

Interpretation:

The above graph showing Company and customer relationship is in excellent position of 46% and Poor

can be 1% as given to customer’s respondents on total 50 responses in best relation.

0

5

10

15

20

25

30

35

40

45

50

Excellent Good Average Can imporve Poor

Respondents

Percentge



Table 4.11

Company fulfil your demand of products you needed


Yes 47 94%

No 3 6%

Total 50 100%

Analysis:

The table showing the fulfilment of demand of customers products, company can supply their demand

Of product they needed response customer Yes can given 47 i.e., 94%

And No can given only 6% of customers are given in total 50 respondents.



Graph 4.11

Company fulfil your demand of product you needed

Interpretation:

The above graph showing customer fulfilment of their needs out of 50 customers yes can given 94% and no

can be given 6% of total customers are respondents.

47

3

94

6

Yes No




Table 4.12

Deputation of repair parties to take up repair at site for customers benefit


Excellent 24 48%

Good 11 22%

Average 7 14%

Can be improve 3 6%

Poor 5 10%

Total 50 100%

Analysis:

In the table showing repair parties services can be given to company on that work customers are given 24

i.e., 48% are given Excellent and

Good can be given 11 i.e., 22% of customers

Average 7 i.e., 14% of the customer response and

Improvement and Poor can given 3 & 5 i.e., 6 & 10% of total customers



Graph 4.12

Deputation of repair parties to take up repair at site for customers benefit

Interpretation:

The above graph showing the repair of product for the customer benefit customers total 50 response of

given in this work of company Excellent has given 48% and Poor 10% has to be given to benefit of company

and customers.

0

5

10

15

20

25

30

35

40

45

50

Excellent Good Average Can be improve

Poor

Respondents

Percentage



Table 4.13

The opinion on Division on supply of quality products


Excellent 20 40%

Good 12 24%

Average 8 16%

Can improve 6 12%

Poor 4 8%

Total 50 100%

Analysis:

The opinion of supply of quality of product response of customers are Excellent can given 20 i.e., 40%

Good can be given 12 i.e., 24% of customers

Average 8 of 16% respondents

Can improve and poor given 6 and 4 i.e., 12% & 8% are given to the total respondents



Graph 4.13

The opinion on Division on supply of quality products

Interpretation

Most of the entire customer is given Excellent to the company quality of product as 40% and Poor can be

given as 8% as given the quality of goods delivered to company.

0

10

20

30

40

Excellent Good

Average Can improve

Poor



Table 4.14

Product received Often our product in damage condition


No damage 45 90%

Quite often in damage condition 5 10%

Total 50 100%

Analysis:

In the table showing the product receiving condition 45 i.e., 90% are given their no damage condition

And the remaining customer are given 5 of 10% of good are in the damaged condition are total respondents.



Graph 4.14

Product received Often our product in damage condition

Interpretation:

In the graph showing 90% of respondents are given their no damage condition of goods can be delivered and

same time 10% of customers are given goods are in damage condition in delivered of company products.

0

10

20

30

40

50

60

70

80

90

No damage Quite damage condition




Table 4.15

After sale service of HAL products


Highly satisfied 32 64%

Satisfied 13 26%

Dis satisfied 5 10%

Highly dissatisfied 0 0%

Total 50 100%

Analysis

The table showing service of HAL products highly satisfied 32 i.e., 64% and

Satisfied 13 of 26%, and

Dissatisfied 5 i.e., 10% and

Highly dissatisfied is 0%.



Graph 4.15

After sale service of HAL products

Interpretation:

In the graph showing overall performance of after sale service of respondents highly satisfied is 64% and

dissatisfied is 10% of total customers.

0

10

20

30

40

50

60

70

Highly satisfied Satisfied

Dissatisfied

Highly satisfied



Table 4.16

Company response to your contact


Excellent 24 48%

Good 11 22%

Average 8 16%

Can improve 5 10%

Poor 2 4%

Total 50 100%

Analysis:

In the table showing the total respondents of 50 customers Excellent 24 i.e., 48%,

Good 11i.e.,22%

, Average 8 i.e., 16%,

can improve 5 i.e., 10% and

Poor can be given 2 of 4% of total respondents of customers.



Graph 4.16

Company response to your contact

Interpretation:

The graph showing the good response to company to their customer contact it shows Excellent can be show

48% and Poor can be show as 4% of customer response.

0

5

10

15

20

25

30

35

40

45

50

Excellent Good

Average Can improve

Poor

Respondents

Percentage



Table 4.17

Your relationship with the company Management


Excellent 26 52%

Good 13 26%

Average 7 14%

Poor 4 8%

Total 50 100%

Analysis:

In this table showing the relationship with the company Excellent can given 26 of 52%,

Good 13 i.e., 26%,

Average as to given 7 i.e., 14%, and

Poor can be given 4 of 8% as total respondent response relationship with company.



Graph 4.17

Your relationship with the company Management

Interpretation:

In the total respondents 52% of customer are given Excellent and Poor 8% can be given the relationship of

company and customers.

0

10

20

30

40

50

60

Excellent Good Average Poor

Respondents

Percentage



Table 4.18

The feedback on training, if any provided to service personnel by the company


Excellent 25 50%

Good 7 14%

Average 8 16%

Can improve 4 8%

Poor 6 12%

Total 50 100%

Analysis

In the table showing Excellent can be given 25 i.e., 50%

, Good 7 of 14 % and

Average 8 i.e., 16%,

Can be improve 4 i.e., 8% and

Poor can be given 6 i.e., 12% of customer respondents in the service and training to company has to

provided.



Graph 4.18

Feedback training to service provided to personnel by the company

Interpretation

In this graph showing the training and services can provides customers are given 50% of customers are given

Excellent and the 12 % of customer are given poor in this feedback of customer respondents.

Respondent

Percentage 0

5

10

15

20

25

30

35

40

45

50

Excellent Good

Average Can improve

Poor

Respondent

Percentage



FINDINGS

Most of customers are highly satisfied with the supply of their products in time delivery.

Company has given quality of services to their customers.

In the survey 80% of customers are given Excellent to company products.

More demand on the Airbus spares and engines but company has not more concentrate on that

exports.

Then the sales performance of HAL products towards its customer is showing good response.

54% of customer are rated Excellent by the credit policy provided by the company.

Company has maintained good quality policy, 65% customer are given good response to in favour of

company it helps to maintain the good relationship between customer and company.

Always demand is there on HAL products.

More demand on other Aircraft and Engines and Spare parts of company.

In the overall sales performance customers are given 68% has good and Excellent to company

performance.

Company has to moves on 100% results on the overall performance of company sales and

performances of their products.

Company has in more profit condition in more exports process of company products.

In overall survey customers are given Excellent as given to their feedback of customer performance.



Suggestions

Marketing department should make efforts to make available all of the product varieties in the right

time supply products.

coordination between Production and Marketing department by market research company should

design products and services to suit the underlying dimensions of quality service, so that a proper

strategies forecast for each variety can be maintained by the Marketing department.

Company try to moves 100% of their performance in production and sales process.

More concentrate on exports to company products.

Concentrate on demand of product need to customers.



CONCLSION

HAL is acting as a pioneer in the aerospace industry market. The company has grown progressively

and shown tremendous growth and increased profits since from its inception regardless to state of the

economy. The company has spread across all over India. The company has great potential to enter foreign

markets in a larger way.

The company produces on order basis only, it should concentrate more on other private as well rather than

customers as well rather than concentrating more on Governmental sector as the company is having a fare

market position in the industry. The company is maintaining only supporting as it have grown into a well

rooted tree. It can help many small upcoming industries, which in turn will contribute to the growth of the

company.

The company is really performing well is earning good profits which is a sign of prosperous business

conditions maintained by the company. The company is a leader in the domestic market producing high

qualitative goods and earning profits thus attracting investors.



BIBLIOGRAPHY

BOOKS

Department manual books

A special report of “Aviation Industry” 2010.

Marketing management book

Reference Articles

anderson, e. w. (december 1997). customer satisfaction. journal of marketing , 737-764.

claes. foenell. michel d johnson, e. w. (october 1996). Amrican customer satisfaction. journal of marketing , 7-18.

eugene. w. anderson, c. f. (july 1994). customer satisfaction , market share and profitability. journal of marketing ,

53-66.

Rust, r. T. (1993). customer satisfaction and market share profit vol 69, issue 2. journal of retailing , 193-215.

Websites

http://hal-india.com/down-the-years.asp

http://hal-india.com/products.asp

http://hal-india.com/services.asp

http://hal-india.com/down-the-years.asp

http://hal-india.com/products.asp

http://hal-india.com/services.asp



ANNEXURE

QUESTIONNAIRE

1. Customers category

a. Domestic [ ] b. international [ ]

2. Your preference to wards HAL product

a. Engines [ ] b. spare parts [ ] c. aircrafts [ ]

3. How do you rate the supply of company products

a. Excellent [ ] b. good [ ] c. Average [ ] d. Can be improve [ ]

e. Poor [ ]

4. The product/service delivered on your place on timing according to promised schedule?

a. Yes [ ] b. No [ ]

5. How do you rate the HAL products

a. Good [ ] b. Average [ ] c. can improve [ ] d. Can be improve [ ]

e. Poor [ ]

6. How much time does it take for delivery of products after ordering

a. Less than 2 year [ ] b. 2 to 4 years [ ]

b. c. 5 to 6 years [ ] d. more than 6 years [ ]

7. How satisfied are you with the overall performance of our sales?

a. Excellent [ ] b. Good [ ] c. Average [ ]

d. Can be improve [ ] e. Poor [ ]

8. Supply of spares supplied against repair maintenance and supply orders (RMSO’s) as per agreed plan

a. Excellent [ ] b. Good [ ] c. Average [ ] d. Can be improve [ ] e. Poor [ ]

9. How do rate the credit policy

a. Excellent [ ] b. Good [ ] c. average [ ]

d. Can be improve [ ] e. Poor [ ]



10. Relationship with the company?

a. Excellent [ ] b. Good [ ] c. Average [ ] d. Can be improve [ ] e. Poor [ ]

11. Company fulfil your demand of products you needed

a. Yes [ ] b. No [ ]

12. Deputation of repair parties to take up repair at site for customers benefit?

a. Excellent [ ] b. Average [ ] c. Good [ ] d. Can be improve [ ] e. Poor [ ]

13. The opinion on this Division on supply of quality products:

a. Excellent [ ] b. Good [ ] [ ] c. Average [ ] d. Can be improve [ ] e. Poor [ ]

14. How often is our product received in damage condition

a. No damage [ ] b. quite often in damage condition [ ]

15. How do you feel after sale service of HAL products

a. Highly satisfied [ ] b. Satisfied [ ]

C. dissatisfied [ ] d. highly dissatisfied [ ]

16. Company response to your contact

a. Excellent [ ] b. Good [ ] c. Average [ ] d. Can be improve [ ]

e. Poor [ ]

17. Your relationship with the company Management

a. Excellent [ ] b. Good [ ] c. average [ ] d. Can be improve [ ] Poor [ ]

18. The feedback on training, if any provided to service personnel by the company

a. Excellent [ ] b. Good [ ] c. Can be improve [ ] d. Poor [ ]



19. In your opinion, any training course is required to be conducted by this Division (please

INFORMATION ABOUT CSTOMER

Name:

Designation:

Operating unit:

20. Any other issues to be addressed by us (other than the above) to enhance our interaction with you and

your unit.

Internship Report on

Documents

Transcript of Internship Report on