You are on page 1of 86

A REPORT ON

SUMMER INTERNSHIP/ PROJECT WORK


For
DEEPAK NITRITE LIMITED

Submitted to

INDUKAKA IPCOWALA INSTITUTE OF MANAGEMENT (I2IM)


CHAROTAR UNIVERSITY OF SCIENCE AND TECHNOLOGY
(CHARUSAT)
CHANGA

Prepared by
RAMNANI PRIYANKA
15MBA084
M.B.A. First Year

Under the Guidance of


Dr. Govind Dave

INDUKAKA IPCOWALA INSTITUTE OF MANAGEMENT (I2IM)


CHAROTAR UNIVER SITY OF SCIENCE AND TECHNOLOGY
(CHARUSAT)
AT. & PO. CHANGA 388 421 TA: PETLAD DIST. ANAND,
GUJARAT

1
DECLARATION

I , Priyanka Ramnani student of the two-year MBA Programme at INDUKAKA IPCOWALA


INSTITUTE OF MANAGEMENT (I2IM) hereby declare that the report on Summer internship
Training / Project work entitled Deepak Nitrite Limited Customer Satisfaction Study is result
of my own work. I also acknowledge the other words/publication cited in this project.

Priyanak Ramnani

Place : change

(Signature)

2
ACKNOWLEDGEMENT

It is almost a ritual to begin the project report with an ACKNOWLEDGEMENT and


our heartfelt to all those who directly and indirectly made our project a great learning
experience , indicating me the values and importing the skill and hard work required for
project

Words are inadequate to convey my deep sense of gratitude to all those who have helped
me in completing this summer project to the best of my ability. Being a part of this project
has certainly been successful without the help of these personalities.

Many have contributed to the successful preparation of this report . I would like to place on
record my grateful thanks to each of them. I have great pleasure in submitting this report
on Customer Satisfaction Study

I am really very thankful to Mr. Shyende (BCC Marketing Head) , Mr. Iyenger and Mr.
Harshvardhan Sharma (BCC Marketers) , Miss Nikita Gupta (Corporate HR) making all
kinds of arrangements to carry out the project successfully and for guiding/helping me to
solve all kind of queries regarding the project work . Their systematic way of working and
incomparable guidance has inspired the pace of project to a great extent.

I am very much grateful to my college Dean Dr. GOVIND DAVE (INDUKAKA


IPCOWALA INSTITUE OF MANAGEMENT) for guiding me in each and every stage for
preparing my report. He guided me to solve all my problems related to the report and
because of his guidelines I am able to prepare my report on time. I would also like to thank
my Dean/ Principal for giving me the opportunity to get practical knowledge through
Summer Internship Programme

Last but not the least I would like to thank all the employees of DNL-CORPORATE who
have directly or indirectly helped me with their moral support for the completion of my
project . I take an opportunity to appeal my profound gratitude to my adorable and
beloved Parents for their everlasting love , strong moral support , encouragement and
personal sacrifice without which I was unable to reach the present status of education.

3
TABLE OF CONTENT

Chapter No. Title Page No.


1 Introduction 1
2 The company/ Organisation
2.1 History 2
2.2 Business overview 3
2.3 Mission & Vision 4
2.4 Government Approvals
5
2.5 Organization Structure
2.6 Milestone
6-10
2.7 Achievements 11
2.8 Products 12
2.9 Geographical Spread Of Facilities 13
14
3 Functional Area
3.1 Product purchase 16
3.2 Technology department 16
3.3 Optical Brightening agent 16
3.4 Bulk commodities chemicals
17
3.5 Fine & special chemicals
3.6 Finance & Accounting
18
3.7 Research and Development 18
3.8 Human Resource Management 18
3.9 Business Development 19-25
25
4 Financial Analysis 26-32
5 Corporate social responsibility 33
6 My learning 34s
Part 2
7 Introduction 37
8 Literature review 38
9 Overview of the study
9.1 Background of the study 39
9.2 Importance of study 39
9.3 Objectives of the study 39
9.4 variables
40
9 Research
10.1 Hypothesis 41
10.2 Research Methodology 41
10 Data analysis & Findings 42-69
11 Conclusion and Limitation 70
12 Learning 71
13 Bibliography 72
14 Questionnaire 73
4
Executive Summary

Deepak Nitrite Ltd. is a leading player in the chemicals and intermediates industry. It is the
flagship company of the Deepak Group and was set up in 1970 for the manufacture of import
substitute chemicals Sodium Nitrite and Sodium Nitrate; DNL has grown across the value chain
through vertical integration and has established itself as a manufacturer of highend fine and
specialty chemicals.

The company started with a facility at Nandesari in Gujarat. Today, it has four manufacturing
facilities located at Vadodara in Gujarat, Taloja and Roha in Maharashtra and Hyderabad in
Andhra Pradesh. It is headquartered in Pune with a corporate office in Mumbai. The company
also has a well equipped R&D facility in Pune.

With nearly 40 years of experience, DNL is a well established company in the industry.

1 . ORGANIZATION PROFILE
5
INTRODUCTION OF THE COMPANY / ORGANIZATION
chemical industry, the business of using chemical reactions to turn raw materials, such as coal,
oil, and salt, into a variety of products. During the 19th and 20th cent. technological advances in
the chemical industry dramatically altered the world's economy. Chemical processes have created
pesticides and fertilizers for farmers, pharmaceuticals for the health care industry, synthetic dies
and fibers for the textile industry, soaps and beauty aids for the cosmetics industry, synthetic
sweeteners and flavors for the food industry, plastics for the packaging industry, chemicals and
celluloid for the motion picture industry, and artificial rubber for the auto industry.

Deepak Nitrite is the preferred business partner of chemical majors worldwide in Pharma, Rubber,
Colourants and Imaging chemicals. Headquartered at Pune, we are a multidivision and multiproduct
company that has manufacturing facilities at Nandesari, in Gujarat and at Pune, Roha and Taloja in
Maharashtra and Hyderabad in Andhra Pradesh, all of them complying with ISO 9001:2000 standards

2. EVALUATION AND HISTORY

6
2.1 History

Deepak Nitrite began in 1970 with a vision to support the countrys drive towards self
sufficiency and import substitution.

Deepak Nitrite is a leading manufacturer of organic, inorganic, fine and specialty chemicals and
a world leader in 2,4 and 2,6 Xylidine. What began as a fully indigenous sodium nitrite and
sodium nitrate plant in Nandesari, Gujarat, has now grown into a globally proactive company
with a presence in over 20 countries, including USA, European Union & East European nations,
Japan, ASEAN countries, South Korea and South America.

Deepak Nitrite is the preferred business partner of chemical majors worldwide in Pharma,
Rubber, Colourants and Imaging chemicals. Headquartered at Pune, we are a multidivision and
multiproduct company that has manufacturing facilities at Nandesari, in Gujarat and at Pune,
Roha and Taloja in Maharashtra and Hyderabad in Andhra Pradesh, all of them complying with
ISO 9001:2000 standards.

The Inorganic Chemicals are produced at one of the facilities in Gujarat while the Organic and
Fine & Specialty chemicals are produced at the other facilities. One of the facilities is devoted to
the processes Hydrogenation and Reductive Alkylation. This has led to a paradigm shift from
low value bulk chemicals and intermediates to high value fine and specialty chemicals based on
our core expertise as well as lateral and vertical integration of our existing products, exploring
downstream derivatives.

With a strong focus on customer satisfaction, the company has set up Custom Manufacturing
services to meet specific needs of end users. DNL capabilities extend to the manufacture of
highvalue, specialty products either based on own end products or developed especially for
users.

7
2.2 Business Overview

Headquartered in Gujarat - the chemical hub of India, Deepak Nitrite is a multi-division and
multi-product company with manufacturing facilities at Nandesari and Dahej in Gujarat,
Roha and Taloja in Maharashtra, and at Hyderabad in Andhra Pradesh.
Instituted as a fully indigenous sodium nitrite and sodium nitrate plant in 1970, Deepak
Nitrite has today grown into a 700 million US dollar global group.
A global supplier of choice, we build enduring relationships with leading chemical majors
offering a spectrum of ingredients used for multiple applications and in multiple
geographies. Our capabilities include manufacturing of high-value specialty products either
based on our own end products or developed especially for our users.

Deepak Nitrite aggressively works towards adopting the principles of responsible chemistry
and stands among 18 Indian companies to be accredited with responsible care certification

8
towards global environment, safety and health management.

Our objective is to responsibly leverage the best of talent, best of technologies and our years
of expertise to deliver superior products and services that improve life.

With world-class infrastructure , R&D focus , custom manufacturing expertise and global

1970 1983: 207: 2013:


quality adherence, we are well poised to cater to the need of various type of chemicals for
any quantity ranging from kilos to tons. Deepak Nitrite has been ranked amongst the top 500
body corporate by Dum & Bradstreet for three years in a row.

(fig.1 business overview)

2.3 PURPOSE AND ETHOS


2.3.1 Vision
Enhance stakeholder value while adhering to the code of responsible care and ethical
values.
Be a role model enterprise, respectable globally foe excellence in quality and innovation.
Be an employer of choice and preferred business partner , worldwide .

2.3.2 Mission
The purpose of all human activity is to make life better . DNL believes in improving life
through innovation science.

9
Through innovation , we constantly endeavor to create better products and process that
bring greater value to society.
Improve life through innovation science.

2.3.3 Core values

Integrity Decisiveness Team Spirit Commitment

We are open, Set a goal, We encourage We keep all


ethical, analyze the group promises made
transparent and facts, work on interaction and within and
uncompromisi alternatives team effort. outside the
ng in our work and conclude Our collective company
them in fixed drive helps us
time frame achieve the
desired goal.

Caring Excellence Innovation Customer


Orientation
We are We are a role We nurture Customer is
concerned for model and creativity and uppermost in
our benchmark encourage our mind
environment, company with application of
society and respect to our knowledge and We work to
employees and products and ideas in all exceed their
work for their services facets of our expectations
betterment business

2.4 GOVERNANCE /MANAGEMENT STRUCTURE

CORPORATE GOVERNANCE

The Company believes in maintaining the highest standards of Corporate Governance. A Report
on Corporate Governance as stipulated under Clause 49 of the Listing Agreement with the Stock
Exchanges forms part of this Annual Report. A Certificate from the Statutory Auditors of the

10
Company confirming compliance of the conditions of Corporate Governance as stipulated under
the aforesaid Clause 49 is annexed to the Report on Corporate Governance.

Government Approvals

Registrar of Companies, Gujarat


Ministry of IEC No. Commerce- DGFT, Mumbai
Income -Tax Department Vadodara
Superintendent (Service Tax)
Profession Tax
Inspector, The Bombay Shops & Establishments Act, Vadodara
Chief Inspector of Lifts & Escalators, Vadodara
Joint Director, Ministry of Environment and Forests (IA Division)
Ministry of Environment and Forests (IA Division)
Joint Director, Industrial Safety & Health, Baroda Region
Dy. Controller of Explosives, Vadodara
Dy. Commissioner of Central Excise & Customs Division IV, Vadodara
Asst. Commissioner of Commercial Tax, Gujarat
Superintendent, Service Tax, Vadodara
Dy. Regional Director, Employees State Insurance Corporation
Asst. Director, Employees State Insurance Corporation
Labour Commissioner Office
Income Tax Department
Commissioner of Commercial Tax, Gujarat
Chief Inspector of Lifts & Escalators (South Zone), Vadodara

2.5 ORGANIZATION STRUCTURE

11
Deepak nitrite ltd. Has strategic approach towards business . each area of production is under
three major heads. Each head has a specific set of products and a customer. Each SBU operates
as an independent entity responsible for its profitability. At the same time; customer- supplier
interdependence of one SBU upon other derives business synergy. The three business units are:

DNL SBUs Direct Reporting & Support Functions

(fig.2 DNL- SBUS Direct Reporting & Support System)

There are three Strategic Business Units of Deepak Nitrite. It has two parts
1) Direct reporting and
2) Support system
The department which comes under direct reporting they have to directly report to the respected
SBUS.

The department which comes under support services are the support system of SBUS.

12
C
B
i
F
H
T
R
C
S
W
n
i
u
e
o
O
r
C
A
f
n
m
c
&
p
o
a
h
m
o

r
n
D
e
r
m
c
o
r
g
S
a
e
R
l
c

i
B
t
e
o
a
e
U
i
&
s
g
a
o
y
l
n
O
n
A
u
f
c
r
i
f
t
c

z
i
o
e
c
u
s

a
e
h
n
n
t
t
o
s
l
i
o
g
o
y
n
s
e
v
S
i
c
t
e

r
u
c
t
u
r
e

(fig.3 Organization Structure)


Senior Management Team

Executiv
e
Director

VP
Chief VP
Presiden Presiden Presiden Human
Financial Technolo
t BCC t FSC t FWA Resourc
Officer gy
es

(fig.4 Senior Management team)

13
SBU-BULK AND COMMODITIES

(Fig.5 SBU-BCC)

14
SBU-FINE AND SPECILATY

(Fig.6 SBU-F&S)

15
SBU-OPTICAL BRIGHTENING AGENT

(Fig.7 SBU-OBA)

16
2.6 MILESTONE
Year Journey
1970 Deepak Nitrite (DNL) is promoted with manufacturing at Nadensari,
Gujarat
1971 Went public with a landmark oversubscription

1972 Commenced manufacturing of sodium nitrite and sodium nitrate at


Vadodara, Gujarat
1974 Recognized with the sir PC Ray for best chemicals industry unit developed
by an indigenous Endeavour
1983 Deepak fertilizers commenced production as Indias first ammonia
manufacture to support Deepak Nitrites requirement.
1984 Acquired Sahyadri Dyestuffs, Pune to produce dyes and intermediates.
1991 Nitro aromatics plant was commissioned
1993 Received merit certificate from CHEMTECH Foundation
1995 Commissioned DNL Taloja, Maharashtra for ful-fledged hydrogenation
production.
1998 Received FICCI Awards from the erstwhile Prime Minister of India , IK
GUJRAL
2002 Acquired Aryan Pesticides, Roha, Maharashtra to support several
chemistries.
2006 Acquired the DASDA manufacturing site from Vasnt Chemicals in
Hydrebad.
2010 Added fuel additives to its set of verticals .
2011 Achieved reach compliance.
2012 Awarded the responsible care accreditation a global benchmark towards
global environment , safety and health management.
2013 Commissioned a world-class facility to produce optical brightening agents
at the part supported industrials zone of Dahej, GUJARAT
2013 Brownfield expression for inorganic salts at Nandesari,Gujarat

2.7 Achievements of DEEPAK NITRITE LIMITED

ICC AWARD FOR SOCIAL RESPONSIBILITY Deepak Nitrite, right from its inception, has
performed duty as a responsible citizen of the society. It has taken several community initiatives

17
towards betterment of society. It is working for upliftment of women in the society and making
them economically independent.
The company has set up Deepak Medical Foundation and Deepak Charitable Trust and is
promoting healthcare for 40,000 villagers around Nandesari. The Foundation's core health
intervention project is spread over 1548 villages of the Vadodara District and reaches out to
nearly 2 million people.
Deepak Medical Foundation was actively involved in drafting the plan for communization of
health services. The company has undertaken several community programs such as Integrated
Child Development Services Scheme (ICDS), Maternal and Child Health Hospitals, Safe
Motherhood & Child Survival (SMCS) Project, Facility Survey of Primary Health Centre
(PHCs) and Sub Centre (SCs), Community Involvement in Promoting Neo-natal & Infant
Nutrition. Several programs have been designed for improving quality of life of the community
such as improving hygiene and medical care, providing educational aids in the form of reading
materials, film shows etc.
In recognition of the above, INDIAN CHEMICAL COUNCIL is pleased to confer the ICC
AWARD FOR SOCIAL RESPONSIBILITY for the year 2012 on DEEPAK NITRITE
LIMITED, Vadodara, Gujarat.

DNL has been ranked amongst the top 500 Body corporate by Dun and Bradstreet for the
last three years.

Sir P. C. RAY Award for the Best Chemical Manufacturing Unit in India.

Awarded the 'EXPORT HOUSE' status by the Govt. of India in 1998 and is in force till
date.

The Federation of Indian Chambers of Commerce and Industry (FICCI) award was
presented, by the then Prime Minister of India, Mr. I. K. Gujral, to the then ViceChairman of
DNL Mr. C. K. Mehta 199798.

The company won the Certificate of Merit, at the 'ENVIROTECH '93', for sustainable
development for adopting environment friendly practices 'in house' for the treatment and
disposal of the effluent generated at its various manufacturing facilities, from the CHEMTECH
Foundation, India. The company is one of the first to display the figures of the pollution
emitted at the gate of each of its manufacturing facilities on a daily basis.

2012 Deepak Nitrite Ltd was awarded Business world FICCI CSR Award 201112.

18
2.8 Products of Deepak Nitrite

Deepak Nitrite produces a spectrum of chemicals. It caters to a wide range of industries


including Colorants, Agrochemicals, Pharmaceuticals, Rubber, Specialty & Fine chemicals.
Deepak Nitrite is the world leader in 2,4 Xylidine and 2,6 Xylidine and the second largest
producer of DASDA and also manufacture a wide range of intermediates for use in industrial
explosives, paints, cosmetics, lubricants, polymers, optical brighteners, photographic chemicals,
petroleum additives, specialty fibers and water treatment chemicals. Inorganic & Performance
Chemicals, Fine & Specialist Chemicals, Organic Chemicals and on Demand Product Range.

Deepak nitrite is a multiple products multiple-solution company. Their portfolio is a wide


spectrum of product with diverse application ranging from Agrochemicals, Rubber,
Pharmaceuticals, Paper, Textile, Detergent, Colorants, and Petrochemicals to specialty and fine
Chemicals. The company also specializes in customized intermediaries to suit specific client
need.
Here are three products of Deepak nitrite
1. Bulk and commodities
2. Fine and specialization
3. Optical brightening agent
This are used in different industries as different application in different products .DNL chemicals
are used in different products like dyes , pigment , pharmaceuticals , explosion , agro , glass ,
paper, metal , rubber , detergent, photographic chemicals etc.
MANUFACTU
KEY RAW END USERS
SEGMENT KEY PRODUCT RING
MATERIAL INDUSTRIES
LOCATIONS
Inorganic Caustic Soda,
Sodium Nitrite, Dyes, Pigments, Food Nandesari,
Intermedia Nitric Acid,
Sodium Nitrate Colour, Pharma Gujarat,
tes Ammonia
Toluene,
Nitrochlorobenzenes, Pharma, Dyes,
Organic Chlorene, Roha, Taloja,
Nitrotoluenes, Explosives, Rubber
Intermedia Benzene, Nandesari,
Toluidenes, Xylidines, Chemicals, Pigments,
tes Cumine, Hyderabad
Cumidines Agrochemicals
Metalzyline
Fine & DASDA & Agro Toluene, Soda Paper, Textiles, Hyderabad,
Specialty Chemicals Ash, Caustic Detergents, Nandesari
Chemicals Intermediates Soda, Agrochemicals

19
Sulphiric Acid

2.9 Global reach

over the years we have built enduring relationships with leading global
companies and have made our presence felt in over 20 countries including
USA , the European and east European nations , south korea south America and
the ESEAN countries

with a turnover of about 700 mm USD, the Deepak group stands committed
towards adding grater value to the chemicals arena of India.

20
21
.

22
3. Functional
Area

3.1 PROJECT PURCHASE DEPARTMENT

Their main objective is to get raw material at least cost So , they first prepare the idea and
they start working on it. They search for new market for purchasing the parts of new
plants/products raw material for reducing the cost.

3.2TECHNOLOGY DEPARTMENT

They work on new projects and new plants for their expansion of product they design the
plant and they start demo work on it through softwares and at last they come up with the
best design of plant

3.3Optical Brightening Agent Marketing And Purchase

It is a new strategic business unit of Deepak Nitrite LTD which was started in the year
2011-12 due to new products it has different marketing team it has totally a different
market and they have their own different marketing strategies for it .

They have segment wise distribution of market . OBA chemicals/products are used in
different industries like PAPER, TEXTILE, DETERGENTS etc.

23
mdM c c u
oi o s t
xs rn o
tp m t
cro h e r
ui r c l l
sba a y s
tu bt s i
ote fi a c
mo a /s t i
erd o e n
rs d i
ro
e r
c d
te
r

3.4 Bulk Commodities Chemicals MARKETING

There are three product of BCC marketing such as:

In-organ source

Nitrate and chlorobenzen

Fuel additive

24
Ib
nu l
-k
oa
rnrn
gd
ac
no
sm
om
uo
rd i
ct i
e s

The bulk and commodities chemicals/products are mostly used by dyes , pigment ,color,
agrochemicals, pharmaceuticals, rubber ,explosion ,glass, metal , construction, refineries
industries etc.

Total turnover of BCC marketing is 800CR

25
3.5 Fine & Specialization MARKETING

This product are produced in less quantity but its demand in the market is very high this
chemicals are used by different industries like dyes, pigment, color ,pharmaceuticals
,agrochemicals industries etc . it is sold in less quantity but with high price in the market.
F&S chemicals/products are of very high quality .

3.6 Finance and Accounts

3.6.1 FINANCE POLICY


To get funds at cheaper rate
To get funds whenever required
To replace high cost borrowing with low cost borrowings

3.6.2 ACCOUNTING POLICIES


The company has following mercantile system of accounting.

A Long Term Finance:

Source of long term finance is equity share capital, fixed deposits issued to specific co-operative
body, loan from promote, inter co-operative project etc.

Fixed deposits are of their three years but it can be routed.

26
B Short Term Finance

Source of short term finance satisfy day to day expenses.

3.7RESEARCH & DEVELOPMENT

The Company spends around 1% of its revenues on Research & Development annually. The
Company has wellequipped Research & Development facilities for innovation and to meet
customer requirements. The Company conducts Research & Development initiatives with a
focus on innovation in order to help the Company scale greater heights, as discovery of new
products can have long lasting impact on revenues. The Company's efforts and investments on
Research & Development have seen fruition. The Company continues to develop new products
with improved margin and improve existing processes that deliver better yields.

3.8 HUMAN RESOURCES

During the year under review, the Company's industrial relations at all manufacturing and other
locations have remained amicable. The Company has been able to attract and retain employees of
requisite qualification, technical expertise and rich experience. This has been possible due to the
various initiatives undertaken by the Company to build a constructive work environment. All

27
efforts are concentrated on attracting and retaining the best talent in the industry as people are at
the center of the Company's growth strategy. Fostering an attitude for learning and skill
development is the key to the success at your Company's workplace.

3.8.1 WORKING HOURS

Sr. No. Location Time Weekly Offs

1 Corporate Office 9:30 AM to 6:30 PM Saturday & Sunday

2 Dahej 9:30 AM to 5:30 PM Sunday

3 Hyderabad 9:30 AM to 5:30 PM Sunday

4 Nandesari 9:30 AM to 5:30 PM Sunday

5 Roha 9:30 AM to 5:30 PM Sunday

6 Taloja 9:30 AM to 5:30 PM Sunday

The above timings are for General Shift. Except for Corporate all other locations are production
units and the plants run 4 shifts viz Morning Shift, General Shift, 2nd Shift and Night Shift
respectively. Lunch Break is for 30 minutes.

3.8.2 INSURANCE

28
All the insurable interests of the Company including inventories, buildings, plant and machinery
are adequately insured against risk of fire and other risks.

3.8.3 DISCLOSURE AS REQUIRED UNDER SECTION 22 OF SEXUAL HARASSMENT


OF WOMEN AT WORKPLACE (PREVENTION, PROHIBITION AND REDRESSAL)
ACT, 2013

The Company has in place an Discrimination and Harassment Policy in line


with the requirements of the Sexual Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013. The Internal Complaints
Committee ("ICC") has been set up to redress the complaints received regarding
sexual harassment. All employees are covered under this polic

3.8.4 ADMINISTRATION

Facility Particulars/Explanations
1) the person visiting DNL may avail the Guest house facility.
Guest 2) In special cases if you are required to stay at the plant location for completion
of the project, which is different from your final place of posting, you will be
House entitled to extend your stay at Guest house on chargeable bases.
1) You will get Breakfast and Dinner at Guest House during your stay at Guest
House
2) Lunch facility is available at the respective plant locations / Corporate.
3) This facility is free for the visitors.
4) Lunch facility at DNL locations, if desired by you, will be available on

29
chargeable basis

Food
1) You may avail a SIM card with CUG facility.
2) This facility is not free of cost. The monthly deductions will be made as per
your usage.
SIM 3) CUG SIM will enable you to make free calls inside DNL.
4) This facility is optional
Card
1) 10th and 12th Marksheet
2) School Leaving Certificate
3) Diploma marksheet (if applicable)
4) All semester marksheets (upto 7th semester)
5) All post-graduation marksheets (If applicable)
Joining 6) 4 Passport size photographs
7) PAN Card
Docs for
8) 8. Driving License / Passport / Aadhaar Card
new
jonnies
1) You will get a common computer in a group of 2 to 3 trainees per location
2) You may bring your laptops for your convenience. However, you cannot use
the same at any of the DNL locations
System
Boys: Formal Shirt and Formal pants
Girls: Formal Shirt and Formal Pants, Chudidaar Kurta, Salwar Kamiz

(Please note that there is uniform at plant location, for the same you will be
given with the material at the time of joining. You can get it stitched at Vadodara
Dress and stitching charges, as per policy, will be reimbursed.)
Code
1) Your one time ticket expense from your base location to Vadodara for joining
will be reimbursed subject to maximum of 3 TAC.
2) You will be provided with commutation facility at plant locations by DNL
3) If you need to travel to locations through train, the amount will be reimbursed
by the company
Travel
You shall be required to wear the PPEs given to you at locations.
PPEs

It also includes the activities like ticket bookings for the particulars guests, employees at
management level going for tour, guest house and hotel bookings, maintenance of the office

30
premises, stationeries, AMC contractors, security, printing, etc. It is handled by the team of four
people.

3.8.5 Recruitment

Recruitment and selection process of Deepak Nitrite is very systematic. All division hand is
informing about their manpower requirements and according to the requirement of the personnel,
HR department is recruits employees.
Deepak Nitrite receives lots of application in responses to their advertisement. These forms
contain general information about the candidates. Then forms are to be checked by the authorised
person. After eliminating unqualified applicants, short listed applicants are called for personal
interview. Interview committee conducts this interview.

Sources of Recruitment
There are two types of recruitment sources followed by Deepak Nitrite.

Internal Sources
External sources

Internal sources
Internal sources include personal already on the payroll of the organization.

Present permanent Employees


Employees referrals
Former Employees

External Sources
External sources lie outside of the organization. The Dairy consider following sources for
recruitment

Campus Interview
Unsolicited Application
Application Bank
Placement Agencies
By giving Advertisement in News papers

31
3.8.6 Selection
The main objective of selection process is to determine whether an applicant meets the
qualification for a specific job and choose the application that is most likely to perform well in
the job.
The selection process in Deepak Nitrite is as under

Vacancy in any
Department

Approval from M.D

Advertisement

collection of
Application

Securitize the
Application

Interview

Medical
Checkups

32
Selection

CPM of Selection Process


Activities Time Preceding Activity
Duration
Vacancy in any Department (A) -
Approval from M.D (B) 1 Day A
Advertisement (C) 10 Days B
collection of Application (D) 2 Days C
Securitize the application (E) 1 Day D
Interview (F) 2 Days E
Medical checkup (G) 1 Day F
Selection (H) 1 Day G

C3 E5
A1 G7

H8
B2 D4 F6

3.8.7 Training & Development


Training and development are the two separate things. Training is required for persons working
at operation level which increase the knowledge and skills of employees so that they can perform
their tasks in the best manner while development refers to the activities that take place in order to
improve the performance of the managerial level personnel.
If Deepak Nitrite introduces new working style, Organization do the induction program for
employees to help them to understand new working style. Every new employee who is entered in
the organization theynare given information about working policy &aim, mission of the
organization department and then expose the skill of employees by giving them training need of

33
the employee identify on the basic of their performance. Training time period is depending upon
the post.

Deepak Nitrite has accepted the 2 methods of training

On the job method


o SGA-Small Group Activities
o Behavioural Training
o Team Work
o Personality Development
o Personality Development Re-run
o Leadership Training
Off the job method
o Training given by External Agencies

Training procedure of Deepak Nitrite

ISMT d e oe l en ct i t
F
fiidr o cu n a l to i fo
e
nEea m o fp l o
e
NyPid er e e e e d
oFpbn o fa r r
TTai rr t aa i ii nn ii
a
nno ngg
c
gk
34
CPM of training process
ACTIVITIES TIME PRECEDING
DURATION ACTIVITY
Identification of Need of Training(a) 3 Days -
Module Preparation (b) 1Days A
Selection of employee for training(c) 2Days B
Training(D) 15Days C
Feedback() 2Days D

A1
C3 E5

B2 D4

35
3.9BUSINESS DEVELOPMENT

Business Development is divided into two parts: 1) Existing Products and 2) New Products.

They firstly check the import value of the products and the products that are imported in high
volume are taken for the study work. The feasibility of that product is being checked.

Then they prepare a business paper of that product which has high import volume and selected to
study on.

After checking the availability of the resources to produce that product in India at low rate with
good quality, then they start preparing that chemical in their Research and Development
Department. Then they check the significance of the products sample in R&D

And if the product is made successfully with lesser cost then the import of that cost then the
produce that product and sale it to their clients and then again those companies check that
product and compare it with the product which is imported and if they found that both product
are similar then they start purchasing it from the company. s plans fails because of the
competition but still they try and get as many as success they can. Thus, this way Business
Development and R&D works for Deepak Nitrite.

4. Financial analysis

4.1 Profit And Loss Account of 5 Years


Parameters Year
MAR'1 MAR'14 MAR'13 MAR'12 MAR'11
5
Gross Sales 1,415.32 1,352.25 1,094.70 840.75 720.77
Less :Inter divisional transfers 0 0 0 0 0
Less: Sales Returns 0 0 0 0 0
Less: Excise 88.16 82.62 75.3 50.86 48.52

36
Net Sales 1,327.16 1,269.63 1,019.40 789.89 672.24
EXPENDITURE:
Increase/Decrease in Stock 10.89 -32.85 0.39 -7.88 9.61
Raw Materials Consumed 824.49 846.64 700.08 539.34 425.75
Power & Fuel Cost 115.92 110.58 90.45 76.88 65.16
Employee Cost 100.1 88.35 62.56 50.58 45.92
Other Manufacturing Expenses 65.61 62.39 45.97 34.06 29.86
General and Administration Expenses 35.43 39.86 27.32 21.23 22.81
Selling and Distribution Expenses 34.63 29.66 18.18 13.83 12.36
Miscellaneous Expenses 2.99 11.19 4.67 5.96 4.93
Expenses Capitalised 0 0 0 0 0
Total Expenditure 1,190.05 1,155.81 949.61 733.98 616.4
PBIDT (Excl OI) 137.11 113.82 69.79 55.91 55.84
Other Income 4.65 1.95 13.09 4.58 6.39
Operating Profit 141.76 115.77 82.88 60.5 62.23
Interest 37.99 27.97 11.36 11.12 7.14
PBDT 103.77 87.8 71.52 49.37 55.09
Depreciation 36.02 29.64 18.94 17.79 18.13
Profit Before Taxation & Exceptional 67.74 58.15 52.58 31.59 36.96
Items
Exceptional Income / Expenses 0 0 0 0 0
Profit Before Tax 67.74 58.15 52.58 31.59 36.96
Provision for Tax 14.3 19.82 14.75 8.5 11.16
PAT 53.44 38.33 37.82 23.08 25.8
Extraordinary Items 0 0 0 0 0
Adj to Profit After Tax -11.45 0 0 0 0
Profit Balance B/F 163.87 142.77 119.74 108.95 95.45
Appropriations 205.86 181.1 157.56 132.04 121.25
Equity Dividend (%) 50 100 80 60 60
Earnings Per Share (in ?) 5.11 36.66 36.18 22.08 24.68
Book Value (in ?) 33.1 292.89 267.11 240.35 226.02

4.2 Balance Sheet of Last 5 Years

Parameters Year
MAR'1 MAR'14 MAR'13 MAR'12 MAR'11
5
EQUITY AND LIABILITIES
Share Capital 20.91 10.45 10.45 10.45 10.45
Share Warrants & Outstandings
Shareholder's Funds 346.83 307.52 280.6 252.78 237.91

37
Long-Term Borrowings 0 0 0 0 0
Secured Loans 238.6 262.65 233.75 211.89 14.69
Unsecured Loans 0 8.6 5.59 9.59 17.32
Deferred Tax Assets / Liabilities 46.32 34.77 23.35 16.8 16.08
Other Long Term Liabilities 2.67 2.44 2.18 2.02 1.75
Long Term Trade Payables 0 0 0 0 0
Long Term Provisions 5.26 4.19 3.62 3.12 3.12
Total Non-Current Liabilities 292.85 312.65 268.49 243.42 52.96
Trade Payables 109.38 141.19 204.21 139.67 64.71
Current Liabilities
Other Current Liabilities 129.15 91.24 54.21 32.8 37.79
Short Term Borrowings 231.01 190.72 70.74 24.97 13.62
Short Term Provisions 14.32 13.24 10.44 8.03 8.23
Total Current Liabilities 483.87 436.38 339.6 205.47 124.35
Total Liabilities 1,123.55 1,056.56 888.68 701.67 415.21
Non-Current Assets 0 0 0 0 0
ASSETS
Gross Block 817.38 698.77 538.77 388.29 356.54
Less: Accumulated Depreciation 268.89 237.35 215.58 207.66 192.12
Less: Impairment of Assets -0.23 0.14 -2.23 -0.7 1.57
Net Block 548.72 461.28 325.42 181.32 162.86
Lease Adjustment A/c 0 0 0 0 0
Capital Work in Progress 36.92 70.03 117.55 101.67 7.09
Intangible assets under development 1.06 1.06 0 0 0
Pre-operative Expenses pending 0 0 0 0 0
Assets in transit 0 0 0 0 0
Non Current Investments 17.17 3.12 1.33 1.33 1.33
Long Term Loans & Advances 40.66 24.08 21.66 45.77 23.1
Other Non Current Assets 0.65 1.05 0.4 0.35 0.17
Total Non-Current Assets 645.2 560.62 466.36 330.44 194.55
Total Reserves 325.92 297.07 270.14 242.32 227.46
Current Assets Loans & Advances
Currents Investments 0 0 0 0 0
Inventories 105.04 129.95 104.36 85.44 59.07
Cash and Bank 2.74 6.44 9.5 93.54 5.87
Other Current Assets 8.46 1.73 3.49 1.61 0.61
Short Term Loans and Advances 51.12 65.57 62.72 33.16 27.13
Total Current Assets 478.35 495.93 422.32 371.23 220.67
Net Current Assets (Including Current -5.51 59.55 82.72 165.75 96.32
Investments)
Total Current Assets Excluding Current 478.35 495.93 422.32 371.23 220.67
Investments
Miscellaneous Expenses not written off 0 0 0 0 0

38
Total Assets 1,123.55 1,056.56 888.68 701.67 415.21
Contingent Liabilities 41.96 36.79 18.85 12.2 10.38
Total Debt 544.51 508.41 341.16 260.94 61.53
Book Value 33.1 0 267.11 240.35 226.01
Adjusted Book Value 33.1 0 26.71 240.35 226.01

4.3 Ratio Analysis of Balance Sheet for the year 2015


Balance sheet ratio : Stability (Staying Power)
1 Current
Current Assets 478.35
0.988592
Current Liabilities 483.87
2 Quick
Cash + Accts. Rec. 481.09
0.994255
Current Liabilities 483.87
Debt-to-
3 Worth Total Liabilities 1123.55
2.035417
Net Worth 552.00

INCOME STAEMENT RATIO :PROFITABILITY EARNING POWER

Gross
Margin
4 Gross Profit 1307.75
0.985048
Sales 1327.60
5 Net Margin
Net Profit Before Tax 913.25
0.687895
Sales 1327.60

ASSET MANAGEMENT RATIOS: Overall Efficiency Ratios

6 Sales-to-Assets
Sales 1327.60
1.181612
Total Assets 1123.55
7 Return on Assets
Net Profit Before Tax 913.25
0.812825
Total Assets 1123.55
Return on
8 Investment Net Profit Before Tax 913.25
1.654438
Net Worth 552.00

39
ASSET MANAGEMENT RATIOS: Working Capital Cycle Ratios

9 Inventory Turnover
Cost of Goods Sold 2635.35
1.08901
Inventory 1005.04
10 Inventory Turn-Days
360 360.00
1.34892
Inventory Turnover 258.09
Accounts Receivable
11 Turnover Sales 1327.60
2.438155
Accounts Receivable 544.51
Accounts Receivable Turn-
12 Days 360 360.00
1.107692
Accts. Rec. Turnover 325.00
13 Accounts Payable Turnover
Cost of Goods Sold 2635.35
4.839856
Accounts Payable 544.51
14 Average Payment Period
360 360.00
1.107692
Accts. Pay. Turnover 325.00

4.4 Cash Flow Statement of 5 Years

Parameters Year Column1 Column2 Column Column


3 4
MAR'1 MAR'14 MAR'13 MAR'12 MAR'11
5
Net Profit Before Taxes 67.74 58.15 52.58 31.59 36.96
Adjustments for Expenses & Provisions 72.89 58.3 20.2 25.76 23.49
Adjustments for Liabilities & Assets -21.44 -120.51 -36.35 -4.36 -13.11
Cash Flow from operating activities 105.18 -14.22 24.3 42.93 38.24
Cash Flow from investing activities -86.6 -97.09 -155.62 -138.91 5.5
Cash Flow from financing activities -22.28 108.24 47.29 183.64 -43.04

40
Effect of exchange fluctuation on translation 0 0 0 0 0
reserve
Net increase/(decrease) in cash and cash -3.7 -3.06 -84.04 87.66 0.7
equivalents
Opening Cash & Cash Equivalents 6.44 9.5 93.54 5.87 5.18
Closing Cash & Cash Equivalent 2.74 9.5 93.54 5.87

4.5 Cost sheet of five years


Year
Parameters MAR'16 MAR'15 MAR'14 MAR'13 MAR'12
Sales Turnover 13,357.2 13,271.60 12,696.30 10,194.00 7,898.92
0
Other Income 15.43 20.55 17.67 107 28.41
Total Income 13,372.7 13,292.20 12,714.00 10,301.00 7,927.33
0
Total Expenses 11,690.50 11,890.50 11,578.50 9,488.77 7,346.25
Operating 1,682.21 1,401.72 1,135.44 812.23 581.08
profit
Gross Profit 1,307.75 1,037.66 877.96 715.17 493.73
Interest 374.46 364.06 257.48 97.06 94.33
PBDT 933.29 673.6 620.48 618.11 399.4
Depreciation 0 0 0 0 0
PBT 913.25 677.42 581.52 525.78 315.87
Tax 261.76 142.99 198.24 147.54 85.04
Net Profit 651.49 534.43 383.28 378.24 230.83
Earnings Per 6.07 5.11 36.66 36.18 22.08
Share
Equity 232.58 209.08 104.54 104.54 104.54
Preference 0 0 0 0 0
Capital
Reserves 4,518.68 3,251.41 2,957.32 2,687.79 2,408.02
Face Value 2 2 10 10 10

4.6 Ratio Analysis for Five year

Parameters Year
MAR'15 MAR'14 MAR'13 MAR'12 MAR'11

41
Operational & Financial Ratios:
Earnings Per Share (Rs) 5.11 36.66 36.18 22.08 24.68
DPS(Rs) 1 10 8 6 6
Book NAV/Share(Rs) 33.1 292.89 267.11 240.35 226.02
Performance Ratios:
ROA(%) 4.9 3.94 4.76 4.13 6.17
ROE(%) 16.39 13.09 14.26 9.47 11.36
ROCE(%) 12.4 12 11.29 10.55 14.5
Valuation Parameters:
PER(x) 13.28 1.17 0.73 0.65 7.18
PCE(x) 7.93 6.59 4.88 3.7 4.22
Price / Book(x) 2.05 1.46 0.99 0.6 0.78
Yield(%) 1.47 2.33 3.02 4.15 3.38
EV / Net Sales(x) 0.94 0.75 0.6 0.4 0.36
EV / Core EBITDA(x) 8.83 8.2 7.35 5.26 3.87
EV / EBIT(x) 11.84 11.03 9.52 7.46 5.47
EV / CE(x) 1.11 0.9 0.69 0.45 0.58
M Cap / Sales 0.53 0.35 0.27 0.19 0.28
Growth Ratio:
Core Operating Income Growth 35.82 146.23 2.13 55.76 -14.31
Operating Profit Growth 22.45 39.69 37 -2.79 10.81
Net Profit Growth 39.43 1.34 63.86 -10.52 28.9
BVPS Growth -88.7 9.65 11.13 6.34 0
Advances Growth 0 0 0 0 0
EPS Growth(%) -86.06 1.34 63.86 -10.52 28.9

42
4.7 SWOT Analysis of Deepak Nitrite LTD

This SWOT Analysis of Deepak Nitrite Ltd. provides a strategic SWOT analysis of the
company's businesses and operations. This free SWOT analysis shows strengths, weaknesses,
opportunities and threats. This SWOT analysis of Deepak Nitrite Ltd. can provide a competitive
advantage.

43
STO
W
tpeh
rap
re
ko
ne
rng
a
tet
tush
sns
ie
ts
i
e
s

Financial and Strategic SWOT Analysis provides a comprehensive insight into the company?s
history, corporate strategy, business and financial structure, management and operations. The
report contains a detailed SWOT analysis, information on the company?s products and services,
key competitors, as well as detailed financial information.

44
5. CORPORATE SOCIAL RESPONSIBILITY

This Company works with a deep sense of social commitment and contributes generously
towards the welfare of the society that it is part of Company's concerns are focussed on Women
and Child Welfare, Integrated Livelihood Promotion, Disaster Relief and Rehabilitation and
Integrated Child Development.

The Corporate Social Responsibility (CSR) activities are being undertaken by the Company
through Deepak Foundation, the Group's charitable trust, as implementing agency for CSR
activities of the Company. Through Deepak Foundation, the Company supports the development
of communities through social interventions spanning over 1,500 villages in Gujarat.

The strategies and CSR activities during the year 201415 were focussed on women
empowerment through training and capacity building, livelihood promotion and child
development.

In compliance with requirements of Section 135 of the Companies Act, 2013 ("the Act"), the
Company has laid down a CSR Policy. The amount required to be spent on CSR activities during
the year ended March 31, 2015 in accordance with the provisions of Section 135 of the Act was
X 92.06 Lacs and your Company had spent X 76.34 Lacs. The said amount was spent on the
CSR activities undertaken by your Company mostly in the vicinity of its plants at Nandesari and
Dahej and as well as around Vadodara, where the Registered Office and Corporate Office of the
Company are located. However, certain projects / programs in the vicinity of other plant
locations at Roha, Taloja and Hyderabad were under consideration and necessary baseline study
is to be conducted. Based on the base line survey study, the spending on CSR activities at such
locations will be decided. Accordingly, the shortfall of X 15.72 Lacs in the amount spent on CSR
activities during the year ended March 31, 2015 is intended to be utilized in future upon
identification of suitable projects within the Company's CSR Policy.

45
6. Learning

By doing this training , I got to know about the companys history its organization
structure , and its working system and also information related to its different department

By doing this training . I learned about the company s working structure in HR


Department and Bulk Commodity Chemicals Marketing Department . I learned what is
DATA WAREHOUSING and learned how to work with different market .

I learned about the rules and regulation followed by the DNL CORPORATE OFFICE.

46
I also learned how to communicate with higher authorities of the company , how to
achieve targets in teamwork . I also visited various department of the company and
learned about their working structure.

I learned how to present the things at different level how to deal with higher authorities
and how to behave with colleagues.

47
48
Part-2

PART-2
Topic of the study
To Study on satisfaction level of Traders of Deepak Nitrite Limited.

7 Introduction
The chemicals industries comprise the companies that produce industrial chemicals Central to
the modern world economy, it converts raw material like oil, natural gas, air water, metals, and
minerals into more than 70000 different products.
49
Chemicals are the basic necessity of day to day life for creature to survive on earth. The
chemicals whether being natural or synthetic they are helpful to each and every creature for the
survival. Right from the food we eat, clothes we wear or the cars we drive all the things are
significantly based on the chemicals which helps to enhance the quality of life through various
new innovations. The use of chemicals is mentioned from the ancient time to the modern era. As
the development on earth started from the ancient era to modern era for the survival and the
enhancement of the chemicals, their forms and their uses changed. Development of synthetic
chemicals took place by setting up the chemical factory in countries and then export and import
of chemicals from country to country. As the modern era is concern, the chemical industry has
acquired the special attention by Compound Annual Growth Rate (CAGR) at 5.9% for the
revenue generation of $ 3,519 billion till year 2010. It is expected to grow up to 8.1% generating
$ 5,185 billion by 2015(Market Line Report). The growth is observed due to new advancement
of the chemical manufacturing units, using modern technology and launching of the new
products.
Global sales of chemicals more than doubled over the last decade, hitting a record US$5.2
trillion by 2013(americanchemistry.com). Emerging economies drove a large share of these
gains, most notably in China, where chemicals sales expanded at an average compound annual
rate of 26 percent over that period. Growth in basic chemicals, which make up nearly two-thirds
of the industry, also benefited from the general uplift in oil and gas prices.
Overview of Indian and Global Chemical Industry The Chemical Industry is the central to the
modern world economy with the typical sales GDP of around 5-6%. The economic slow-down
and recession was observed in the world from the year 2006-2009 due to which the attention of
the global chemical industry was completely shifted towards the eastern part of world. The Asia-
Pacific market was wide open for industries to manufacture and sale. In an around due to
economic slow-down in allied countries the Asian economies resulted in the growth for global
chemical sales by 14%. Due to the rise of the Asian Market for chemicals globally, India is
emerging as focused destination for supply of chemicals. In India Chemical Sector accounts for
the 14% in overall Index of Industrial Production (IIP). India is 3rd largest producer of chemicals
in Asia after China and Japan. India accounts for approximately 7% of GDP by Chemical sector
and its share in National export is around 11%. Despite of its large size and its Export rate being
significant, contribution of India in Chemical Industry worldwide is less i.e. 3%.

8 Literature review of the study


Chris Mann (2005) conducted a Case Study on the Impact of Scrum on Overtime & Customer
Satisfaction. The study provides data over a long period, provides a lot of study context and
provides quantitative results together with qualitative observation. For this study the data had
been collected from three sources: 1) Office hour time records, 2) Questionnaires, and 3)
Workplace Observations. F Test was used for the study.
Achim Walter done study on The Study on Satisfaction, Trust & Relationship Value on
commitment: Theoretical considerations and Empirical Results. In this article the author has
focused on 1) Customer trust, 2) Customer satisfaction, 3) Customer Relationship Value & 4)
Customer commitment as key variables for successful business relationship management. The

50
questionnaire was mailed to 560 appropriate customers out of that a total of 230 usable
questionnaires were obtained that represent 41.1% response rate. Chi-square for used the
analysis.
Nicole Petri (2014) studied on Measuring Customer Satisfaction-Overtime and in Global
Benchmarks. This research measured customer satisfaction in terms of service quality. The
sample size was 483 TIB customers completed the online questionnaire of 19 questions. TRI*M
INDEX was used for this research.

9 . Overview of the study


9.1Background of the study
Integrated and Specialty Players: Component Marketing
When B2B companies produce and sell functional ingredients or components that end up in
complex products several steps later along the value chain, they struggle to have the value-added
of their component fully recognized by the end customer. In many cases, you cannot sell to your
customers customer, so it is difficult to differentiate your component from that of competitors. It
is also difficult to capture the full value-added of your component.
Marketing to or educating the end customer
If a firm has a component with unique characteristics, it has more leverage than when there are
comparable products available. A firm can try to increase the perceived value of its component

51
by emphasizing the benefits directly to their customers customers. This creates a pull effect
along the value chain. This can be done by marketing directly to customers, or educating them.
Either way there is a price to pay in marketing and advertising costs. Social media is becoming a
more and more effective tool for this. Sometimes there are legal or value chain barriers to this
practice.
Ingredient Branding
One way to claim the value that the component adds is to actually brand the ingredient. An
Ingredient Brand is exactly what the name implies: an ingredient or component of a product that
has its own brand identity.
Dual Branding
Two or more companies may co-brand their products.
Co-design
Companies can seek to engage in strategic partnerships with their direct customers and co-design
innovative solutions based on their combined strengths in product technology and market access.
Not all customers will agree to this. They can go even further and invite end users or end user
groups to help them design new products whose performance is of high value to the end
customer.
Get involved in the sales process
Perhaps the most effective route, but the most difficult to do, is to participate directly in the
selling process to the end customer.
1. Find where in the value chain the real buying decision is made find out who the end
customer is
2. Find out what that customer really needs/is trying to achieve. What performance
characteristics do they need?
3. Select or design the component that best does the job
4. Craft a strategy to influence the buying decision, including direct participation in the
sales process

9.2Importance of the Study


Indian Scenario India is the key player in the exporting of the pharmaceutical chemicals.
India is considered to be the major source of the supplying the raw materials, and finished
products. In the terms of production of supply India is the 3rd largest in terms of volume.
India markets finished product, process development, drug formulation, dosage form
manufacture and marketing has established properly and few companies has attended the
International standards so the process of growth has been fast.
Intensity of market competition Companies should determine how many suppliers exist
in a given market, and whether the primary basis for competition in the market is low
cost, increased customization and innovation, or superior customer service.
Segmentation of Chemicals The development of the chemical manufacturing industry
stated from the late 19th century where the quality and various different form of

52
chemicals were prepared. These different forms of chemicals were separated in the
certain segments like Basic chemicals, Specialty chemicals, pharmaceutical products,
fertilizers and Agrochemicals
Climbing the supply chain ladder Often, countries with economies in transition witness
increase in consumption of specialty and fine chemicals. This gradual shift is clearly
visible in countries like China, India and Middle East. With focus on improving products
and usage intensity of specialty chemicals, experts feel the industry is poised for strong
growth in India.

9.3Objective of the study


To study factors affecting satisfaction of traders of DNL.
To analyze the Gap, if any , in services offered by DNL.

9.4 Variables

53
O
m
C
D
P
d
s
IT
r
o
a
h
e
n
v
a
o
tciln
e
d
s
u
ik
p
h
re
k
iu
v
m
rn
a
c
s
n
ie
la

tl
rg
cn
i
/e
y
ta
-E
n
a
ilL
t
ca
C
o
x
g
Q
iy
b
o
s
n
p
u
o
m
e
r
a
ln
m
rw
le
u
iv
s
tin
e
te
g
cim
h
n

a
cy
e
n
/a
S
e
r
tc
H
a
is
la
h
o
n
e
n
d
s
o
/i
n
M
g
a
r
D
C
k
n
o
e
l
tm
i
p
lc
n

g
u
a
i
s
tn
t
e
o
s
a
m
e

54
10.Research
10.1 Hypothesis
Null hypothesis: Industries using DNL Products/chemicals are not satisfied.
Alternate hypothesis: Industries using DNL products/chemicals are satisfied.

10.2 Research methodology


Type of research It is a quantitative and
descriptive research with help
of statistical data
Type of research design Descriptive research design

Sample type Collective sample

Sample size 110 sample has been collected

Sample unit Deepak Nitrite customers

Sources of data Primary data collected from


questioner
Data collection tool Direct Customer Visit & E-
Mail
Data collection method Questioner

55
11.Data Analysis, Finding and Interpretation
11.1. Product wise analysis
During the survey of customer satisfaction for DNL Products I have covered different customers
of DNL and come to the analysis regarding dealers point of view towards DNL and DNL
products
Here the interpretation is done based on Average and Standard Deviation. So, according to
customer feedback forms the customer satisfaction level is measured on highly satisfied and
satisfied with the DNL products/chemicals .
Were,
Average is based on

Satisfaction Level
2-3 Not satisfied
3-4 Satisfied
4-5 Highly Satisfied

Standard Deviation is based on

If S.D is more than >1 it shows that customer are not satisfied.
If S.D is less than equals to 1 it shows that customer are highly satisfied /satisfied.

I have learned that many DNL customers are satisfied with the DNL chemicals/Products such
as

56
11.1.1 Sodium nitrite
Table -1

Grand Total
Standard
Sr.No Deviatio
Particulars Average n
Q1 Product Quality 4.31 0.66
Q2 Consistency 4.14 0.55
Q3 Documentation (Invoice, COA, MSDS) 3.97 0.44
Q4 Packing/Labeling 3.85 0.72
Q5 delivery commitments 4.02 0.80
Inquiry Response Time 4.29 0.80
Q6 Pre-shipment Communication 4.02 0.76
Pos-Shipment Communication 4.13 0.65
Q7 Technical service/Handing Complaints 3.91 0.94
Q8 Interaction with our Sales/Marketing team 4.55 0.65
Q9 Overall Experience with DNL 4 0.65
Q10 Overall rating 4.12 0.57
Grand Total 4.11 0.13

Average
4.13
4
4.55
3.91
4.13
4.02
4.3 Average
4.02
3.85
3.98
4.15
4.32

3.4 3.6 3.8 4 4.2 4.4 4.6

57
Interpretation: As it shows in the table that total average of customer satisfaction is 4.11 which
is near to 5 so it show that customer are satisfied with all the aspects which are mentioned in the
customer feedback form. Here we can see that the customer are satisfied by the information
provided to them by sale/marketing team.

Standard Deviation
1.0 0.9
0.9
0.8 0.8 0.8 0.8
0.7 0.7
0.7 0.7 0.7 0.7
0.6 0.6 0.6
0.5
0.4 0.4
0.3
0.2 Standard Deviation
0.1
0.0

Interpretation: As it shows in the table-1 that total standard deviation of the SODIUM
NITRITE product is 0.13 which shows that customer has less query/quests/problem in overall
terms with respect to parameters of satisfaction suggested in the questionnaire. In all SODIUM
NITRITE provided by DNL, Customers are overall satisfied with the product.

11.1.2 Ortho toludine


Table -2

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 4.88 0.35
Q2 Consistency 4.5 0.53
Q3 Documentation (Invoice, COA, MSDS) 4.25 0.71
Q4 Packing/Labeling 4.25 1.04
Q5 delivery commitments 3.88 0.99
Inquiry Response Time 4.25 1.16
Q6 Pre-shipment Communication 4.25 0.71
Pos-Shipment Communication 4.38 0.52
Q7 Technical service/Handing Complaints 4.00 1.07

58
Q8 Interaction with our Sales/Marketing team 4.75 0.46
Q9 Overall Experience with DNL 4.50 0.76
Q10 Overall rating 4.25 0.71
Grand Total 4.34 0.26

Product - Quality
Average
Consistency

Documentation (Invoice, COA, MSDS) Packing/Labeling

4.25 4.88
delivery commitments 4.5 4.5 Time
Inquiry Response
4.75 4.25
4 4.25
4.38 3.88
Pre-shipment Communication 4.25 Pos-Shipment
4.25 Communication

Technical service/Handing Complaints Interaction with our Sales/Marketing team

Overall Experience with DNL Overall rating

Interpretation: As it shows in the table -2 that total average is 4.34 it shows that customer are
satisfied with all the aspects which are mentioned in questioner. Here we can see that the
customer are highly satisfied with product quality

59
Standard Deviation
1.20 1.16
1.040.99 1.07
1.00

0.80 0.760.71
0.71 0.71
0.60
0.53 0.52
0.46
0.40 0.35
Standard Deviation
0.20

0.00

Interpretation: As it shows in the table-2 that total standard deviation of the OT product is 0.26
which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all OT provided by DNL, Customers
are overall satisfied with the product.

60
11.1.3 Ortho Nitro Toludine
Table-3

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 4.4 0.89
Q2 Consistency 4 0.70
Q3 Documentation (Invoice, COA, MSDS) 4.5 1.00
Q4 Packing/Labeling 4.4 0.89
Q5 delivery commitments 4 0.70
Inquiry Response Time 4.6 0.50
Q6 Pre-shipment Communication 4.2 0.83
Pos-Shipment Communication 4.6 0.54
Q7 Technical service/Handing Complaints 3.8 0.50
Q8 Interaction with our Sales/Marketing team 4.6 0.54
Q9 Overall Experience with DNL 4.75 0.50
Q10 Overall rating 4.5 0.57
Grand Total 4.3625 0.18163

Average
5 4.4 4 4.5 4.4 4 4.6 4.2 4.6 4.6 4.75 4.5
4.5 3.8
4
3.5
3
2.5
2
1.5
1
0.5 Average
0

Interpretation: As it shows in the table -3 that total average is of the product ont is 4.36 which
shows that customer are satisfied with all the aspects which are provided by the company here in
the table we can see that customer are highly satisfied with the work of dnl and overall
experience of the company.

61
Standard Deviation
1.2
1.0
1.0 0.9 0.9
0.8
0.8 0.7 0.7
0.6 0.5 0.5 0.5 0.5 0.5 0.6

0.4
Standard Deviation
0.2
0.0

Interpretation: As it shows in the table-3 that total standard deviation of the ONT product is
0.18 which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all ONT provided by DNL,
Customers are overall satisfied with the product.

62
11.1.4 Para Nitro Toludien
Table-4

Grand Total
Standard
Sr. No
Particulars Average Deviation
Q1 Product Quality 4.67 0.58
Q2 Consistency 4.00 1.73
Documentation (Invoice, COA,
Q3
MSDS) 4.33 0.58
Q4 Packing/Labeling 4.33 0.58
Q5 delivery commitments 3.33 1.53
Inquiry Response Time 4.00 1.00
Q6 Pre-shipment Communication 3.33 1.53
Pos-Shipment Communication 4.00 1.00
Q7 Technical service/Handing Complaints 4.00 1.41
Interaction with our Sales/Marketing
Q8
team 4.33 0.58
Q9 Overall Experience with DNL 4.33 0.58
Q10 Overall rating 4.33 0.58
Grand Total 4.08 0.46

Average
5.00 4.67
4.50
4.00 4.00 4.33 4.33 4.00 4.00 4.00 4.33 4.33 4.33 4.08
3.50 3.33 3.33
3.00
2.50
2.00
1.50
1.00
0.50
0.00 Average

Interpretation: As it shows in the table-4 that the total average of the PNT product is 4.08 which
shows that customers of DNL are overall satisfied with all that aspects which are provided by
the DNL.

63
Standard Deviation
2.00
1.80 1.73
1.60 1.53 1.53
1.40 1.41
1.20
1.00 1.00 1.00
0.80
0.60 0.58 0.580.58 0.580.580.58
0.40
0.20
0.00 Standard Deviation

Interpretation: As it shows in the table-4 that total standard deviation of the PNT product is
0.46 which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all PNT provided by DNL,
Customers are overall satisfied with the product .

11.1.5 Mono Chlorobenzen


Table-5

Grand Total
Sr.N Averag Standard
o Particulars e Deviation
Q1 Product Quality 4.38 0.92
Q2 Consistency 3.88 0.83
Q3 Documentation (Invoice, COA, MSDS) 4.13 0.99
Q4 Packing/Labeling 4.25 0.71
Q5 delivery commitments 3.75 0.89
Inquiry Response Time 4.00 0.76
Q6 Pre-shipment Communication 4.00 0.76
Pos-Shipment Communication 4.00 0.76
Q7 Technical service/Handing Complaints 4.00 0.76
Q8 Interaction with our Sales/Marketing team 4.50 0.53
Q9 Overall Experience with DNL 4.00 0.76
Q10 Overall rating 4.13 0.83
Grand Total 4.08 0.12

64
Average
4.60 4.50
4.40 4.38
4.20
4.00 4.124.25 4.004.004.004.00 4.004.12
3.80 3.88 3.75
3.60
3.40
3.20
Average

Interpretation: As it shows in the table-5 that the total average for the product MCB is 4.08
which shows that the customer are satisfied with all the aspects which are covered in the
customer feedback forms here in this we can see that customer highly satisfied with the
information which they receive from the sales/ marketing team.

Standard Deviation
1.20
1.00 0.99
0.92 0.89
0.80 0.83 0.83
0.71 0.760.760.760.76 0.76
0.60 0.53
0.40
0.20 Standard Deviation
0.00

Interpretation: As it shows in the table-5 that total standard deviation of the MCB product is
0.12 which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all MCB provided by DNL,
Customers are overall satisfied with the product

65
11.1.6 PARA TOLUDIEN
Table-6

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 4.40 0.55
Q2 Consistency 4.00 0.71
Q3 Documentation (Invoice, COA, MSDS) 3.40 0.55
Q4 Packing/Labeling 3.60 0.55
Q5 delivery commitments 3.60 0.55
Inquiry Response Time 3.80 0.84
Q6 Pre-shipment Communication 3.40 0.55
Pos-Shipment Communication 3.80 0.45
Q7 Technical service/Handing Complaints 3.75 0.50
Q8 Interaction with our Sales/Marketing team 4.20 0.45
Q9 Overall Experience with DNL 4.00 0.00
Q10 Overall rating 4.20 0.45
Grand Total 3.85 0.20

Average
4.40 4.204.004.20
4.50 4.00 3.80 3.803.75
4.00 3.403.603.60 3.40
3.50
3.00
2.50
2.00
1.50
1.00 Average
0.50
0.00

66
Interpretation: As it shows in the table-6 that the total average for the product PT is 3.85 which
shows that the customer are satisfied with all the aspects which are covered in the customer
feedback forms here in this we can see that customer highly satisfied with the product quality of
PT.

Standard Deviation
0.84
0.90
0.80 0.71
0.70 0.55 0.55 0.55 0.55 0.55
0.60 0.50
0.45 0.45 0.45
0.50
0.40
0.30
0.20 Standard Deviation
0.10
0.00
0.00

Interpretation: As it shows in the table-6 that total standard deviation of the PT product is 0.20
which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all PT provided by DNL, Customers
are overall satisfied with the product

67
11.1.7 SODIUN SULPHATE
Table-7

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 3.52 0.73
Q2 Consistency 3.48 0.67
Q3 Documentation (Invoice, COA, MSDS) 3.91 0.51
Q4 Packing/Labeling 3.57 0.79
Q5 delivery commitments 3.57 0.79
Inquiry Response Time 4.30 0.70
Q6 Pre-shipment Communication 4.04 0.47
Pos-Shipment Communication 4 0.30
Q7 Technical service/Handing Complaints 3.26 0.75
Q8 Interaction with our Sales/Marketing team 4.30 0.56
Q9 Overall Experience with DNL 4 0.30
Q10 Overall rating 4 0.30
Grand Total 3.83 0.19

Average
Overall rating 4
Overall Experience with DNL 4
Interaction with our Sales/Marketing team 4.3
Technical service/Handing Complaints 3.26
Pos-Shipment Communication 4
4.04 Average
Pre-shipment Communication
Inquiry Response Time 4.3
delivery commitments 3.57
Packing/Labeling 3.57
Documentation (Invoice, COA, MSDS) 3.91
Consistency 3.48
Product - Quality 3.52

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5

68
Interpretation: As it shows in the table-7 that the total average for the product PT is 3.83 which
shows that the customer are satisfied with all the aspects which are covered in the customer
feedback forms here in this we can see that customer highly satisfied with the inquiry provided to
them by sales/marketing team quality of PT.

Standard Deviation
Overall rating 0.3

Overall Experience with DNL 0.3

Interaction with our Sales/Marketing team 0.56

Technical service/Handing Complaints 0.75

Pos-Shipment Communication 0.3

Pre-shipment Communication 0.47 Standard Deviation

Inquiry Response Time 0.7

delivery commitments 0.79

Packing/Labeling 0.79

Documentation (Invoice, COA, MSDS) 0.51

Consistency 0.67

Product - Quality 0.73

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8

Interpretation: As it shows in the table-7 that total standard deviation of the S.S product is 0.19
which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all S.S provided by DNL, Customers
are overall satisfied with the product.

69
11.1.8 CETAN IMPROVER
Table-8

Grand Total
Sr.N Averag Standard
o Particulars e Deviation
Q1 Product Quality 4.50 0.55
Q2 Consistency 4.50 0.55
Q3 Documentation (Invoice, COA, MSDS) 4.33 0.52
Q4 Packing/Labeling 4.50 0.55
Q5 delivery commitments 4.83 0.41
Inquiry Response Time 4.67 0.52
Q6 Pre-shipment Communication 4.67 0.52
Pos-Shipment Communication 4.33 1.03
Q7 Technical service/Handing Complaints 4.33 0.52
Q8 Interaction with our Sales/Marketing team 4.50 0.55
Q9 Overall Experience with DNL 4.67 0.52
Q10 Overall rating 4.17 0.41
Grand Total 4.50 0.14

Average
5.00

4.80 4.83
4.674.67 4.67
4.60
4.504.50 4.50 4.50 Average
4.40
4.33 4.334.33
4.20 4.17
4.00

3.80
0 2 4 6 8 10 12 14

Interpretation: As we can see in the table-8 that the total average for the product 2-EHN is 4.50
which shows that the customer are satisfied with all the aspects which are covered in the
customer feedback forms

70
Standard Deviation
1.20
1.00 1.03
0.80
0.60 0.55
0.55 0.55 0.52
0.52 0.55
0.40 0.41 0.52 0.52 0.52
0.41
0.20
0.00 Standard Deviation

Interpretation: As it shows in the table-8 that total standard deviation of the 2-EHN product is
0.14 which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all 2-EHN provided by DNL,
Customers are overall satisfied with the product.

11.1.9 2.4. Xylidine


Table-9

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 4.50 0.71
Q2 Consistency 4.50 0.71
Q3 Documentation (Invoice, COA, MSDS) 4.00 0.00
Q4 Packing/Labeling 4.00 0.00
Q5 delivery commitments 3.50 0.71
Inquiry Response Time 4.50 0.71
Q6 Pre-shipment Communication 4.00 1.41
Pos-Shipment Communication 3.50 0.71
Q7 Technical service/Handing Complaints 2.00 2.83
Interaction with our Sales/Marketing
Q8
team 4.50 0.71
Q9 Overall Experience with DNL 4.00 0.00
Q10 Overall rating 4.00 0.00
Grand Total 3.92 0.80

71
18.00

16.00

14.00

12.00

10.00
Grand Total Standard
Deviation
8.00
Grand Total Average
6.00
0.71 0.71 0.71 1.41
4.50 4.50 4.50 2.83 0.71
4.50
4.00 0.00 4.00
4.00 0.00 0.71 4.00 0.71 0.00 0.00
4.00 4.00
3.50 3.50
2.00 2.00

0.00

Interpretation: As it shows in the table-9 that the total average for the product 2.4. Xylidine is
3.92 which shows that the customer are satisfied with all the aspects which are covered in the
customer feedback.
Interpretation: As it shows in the table-9 that total standard deviation of the 2.4. Xylidine
product is 0.80 which shows that customer has less query/quests/problem in overall terms with
respect to parameters of satisfaction suggested in the questionnaire. In all 2.4. Xylidine provided
by DNL, Customers are overall satisfied with the product

72
11.1.10 FOR ALL PRODUCTS
Table -10

Grand Total
Standard
Sr.No
Particulars Average Deviation
Q1 Product Quality 4.21 0.79
Q2 Consistency 4.01 0.74
Q3 Documentation (Invoice, COA, MSDS) 4.02 0.59
Q4 Packing/Labeling 3.92 0.78
Q5 delivery commitments 3.88 0.84
Inquiry Response Time 4.27 0.79
Q6 Pre-shipment Communication 4.05 0.73
Pos-Shipment Communication 4.12 0.62
Q7 Technical service/Handing Complaints 3.76 0.97
Interaction with our Sales/Marketing
Q8
team 4.48 0.59
Q9 Overall Experience with DNL 4.17 0.61
Q10 Overall rating 4.13 0.55
Grand Total 4.09 0.13

Average
4.60
4.40 4.48
4.20 4.21 4.27 4.17 4.13
4.00 4.01 4.02 3.92 4.05 4.12
3.80 3.88
3.76
3.60
3.40 Average

Interpretation: As it shows in the table-10 that the total average for all the product is 4.09 which
shows that the customer are satisfied with all the aspects which are covered in the customer
feedback.

73
Standard Deviation
1.20
1.00 0.97
0.80 0.790.74 0.780.840.790.73
0.60 0.59 0.62 0.590.610.55
0.40
0.20
0.00 Standard Deviation

Interpretation: As it shows in the table-10 that total standard deviation of all the products is
0.13 which shows that customer has less query/quests/problem in overall terms with respect to
parameters of satisfaction suggested in the questionnaire. In all the products provided by DNL,
Customers are overall satisfied with the overall products of DNL.

4.48
4.21 4.27 4.17 4.13
4.50 4.014.02 3.92 3.88 4.05 4.12
3.76
4.00
3.50
3.00
2.50
2.00
1.50 0.97
0.79 0.74 0.78 0.84 0.79 0.73 0.62
1.00 0.59 0.590.61 0.55
0.50 Average
0.00 Standard Deviation

Interpretation: Ultimately it shows that customer has less query/quests/problem in overall terms
with respect to parameters of satisfaction suggested in the questionnaire. In all the products
provided by DNL, Customers are overall satisfied with the product

74
11.2 Analysis
Umbrella Market
Wide range of products
Used by different industries with different applications in different product

11.3 IBM SPSS Analysis


Reliability

Scale: reliability test


Case Processing Summary
N %
Cases Valid 109 99.1
Excludeda 1 .9
Total 110 100.0
a. Listwise deletion based on all variables in the procedure.

Reliability Statistics
Cronbach's Alpha N of Items
.756 13

Interpretation:
From above Reliability test. It describes that the value of the test is .756 hence the the
sample size and Questionnaire is Reliable for Research tests and Analysis. Number of Valid
respondents is 110 so filled Questionnaire is appropriated as per the test.

75
Co-relation table
Q1 2 3 4 5 6 7 8 9 10 11 12
Q1 1
0.8 1.00
2 17 0
0.5 0.52 1.00
3 78 1 0
0.5 0.44 0.65 1.0
4 64 9 1 00
0.5 0.60 0.46 0.4 1.00
5 26 8 3 25 0
0.4 0.53 0.40 0.3 0.60 1.0
6 52 3 3 65 8 00
0.4 0.54 0.45 0.3 0.59 0.6 1.0
7 42 3 9 27 0 91 00
0.5 0.62 0.47 0.3 0.60 0.6 0.8 1.0
8 50 8 0 89 0 91 03 00
0.5 0.46 0.38 0.3 0.60 0.4 0.6 0.5 1.0
9 04 3 1 06 1 22 31 47 00
0.5 0.50 0.51 0.3 0.53 0.5 0.5 0.5 0.4 1.00
10 72 0 1 68 4 27 24 77 47 0
0.6 0.62 0.64 0.5 0.66 0.6 0.7 0.7 0.6 0.59 1.00
11 47 7 6 27 3 27 57 58 28 5 0
0.5 0.54 0.50 0.4 0.56 0.6 0.6 0.7 0.5 0.52 0.81 1.00
12 78 8 4 14 1 03 52 21 68 5 7 0

Co-relation between two questions is more than 0.05 hence we can go for Factor Analysis.

Factor Analysis
76
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling
.858
Adequacy.
Approx. Chi-Square 1010.506
Bartletts Test of Df 66
Sphericity Sig. .000

Communalities
Initial Extraction
product_quality 1.000 .715
Consistency 1.000 .635
Documentation 1.000 .739
Labeling 1.000 .615
delivery_commitment 1.000 .638
commercial_formalities_inquiry_resp
1.000 .621
onse_time
commercial_formalities_pre_shipmen
1.000 .810
t_time
commercial_formalities_post_shipme
1.000 .775
nt_communication
technical_service 1.000 .538
inteaction_with_sales_person 1.000 .516
overall_experience_with_dnl 1.000 .780
overall_rating 1.000 .654
Extraction Method: Principal Component Analysis.

Component Matrixa
Component

77
1 2
product_quality .775
Consistency .773
Documentation .721
Labeling .638
delivery_commitment .772
commercial_formalities_inquiry_response_time .736
commercial_formalities_pre_shipment_time .814
commercial_formalities_post_shipment_communication .819
technical_service .642
inteaction_with_sales_person .714
overall_experience_with_dnl .873
overall_rating .803

Rotated Component Matrixa


Component
1 2
product_quality .772
Consistency .665
Documentation .832
Labeling .767
delivery_commitment .708
commercial_formalities_inquiry_response_time .733
commercial_formalities_pre_shipment_time .860
commercial_formalities_post_shipment_communication .823
technical_service .714
inteaction_with_sales_person .577
overall_experience_with_dnl .557 .685
overall_rating .532 .609

Component Transformation Matrix


Component 1 2
1 .738 .675
2 -.675 .738
Extraction Method: Principal Component
Analysis.
Rotation Method: Varimax with Kaiser
Normalization.

Interpretation on Factor Analysis

78
Componen Variable Values Factor
t
delivery_commitment .708
commercial_formalities_inquiry_response_time .733
commercial_formalities_pre_shipment_time .860
Customer
commercial_formalities_post_shipment_comm
.823 relationsh
unication
1 technical_service .714 ip factor
interaction_with_sales_person .577
overall_experience_with_dnl .557
overall_rating .532
product_quality .772
Consistency .665 Quality
Documentation .832
manage
Labeling .767
2 overall_experience_with_dnl .685 ment
overall_rating .609

Explanation of Factors related to traders satisfaction


1. Customer relationship Management
The variable which contain under the most to Customer relationship factor are that
product delivery will be done on time , proper response is given at the time of inquiry,
before shipment the time will be given and post shipment time will also be given , the
technical services which is provided is given properly, while having a word with sales
team the interaction is done properly, and the overall experience with Deepak nitrite is
also very much important . This all variables are having the concern with the traders
satisfaction of DEEPAK NITRITE LTD.

2. Quality FACTOR

The variable which contain under the most to Quality factor are the quality of the
product, the treatment or behavior with the traders, the documentation work before
purchasing the product , proper labeling of the chemicals and over all experience with the
quality provided to them. This all variables are having the concern with the traders
satisfaction of DEEPAK NITRITE LTD.

79
One way ANOVA: to find a significant relation between customer
satisfaction
Hypothesis for ANOVA Test
H0 : There is no Significant Difference of Customer Satisfaction with respect to
products.
H1: There is Significant Difference of Customer Satisfaction with respect to Products.

Test of Homogeneity of Variances


Levene
Statistic df1 df2 Sig.
product_quality 2.157 8 101 .037
Consistency 2.109 8 101 .042
Documentation 5.526 8 101 .000
Labeling .419 8 101 .907
delivery_commitment 1.358 8 100 .224
commercial_formalities_inquiry_respo
1.654 8 101 .119
nse_time
commercial_formalities_pre_shipment
.914 8 101 .508
_time
commercial_formalities_post_shipmen
1.738 8 100 .099
t_communication
technical_service 1.488 8 101 .171
inteaction_with_sales_person 2.691 8 101 .010

80
ANOVA
Sum of Mean
Squares Df Square F Sig.
product_quality Between Groups 11.826 8 1.478 .011 .011
Within Groups 56.365 101 .558
Total 68.191 109
Consistency Between Groups 8.274 8 1.034 .047 .047
Within Groups 50.717 101 .502
Total 58.991 109
Documentation Between Groups 7.297 8 .912 .057 .057
Within Groups 46.667 101 .462
Total 53.964 109
Labeling Between Groups 7.401 8 .925 .138 .138
Within Groups 58.863 101 .583
Total 66.264 109
delivery_commitment Between Groups 5.635 8 .704 .434 .434
Within Groups 69.814 100 .698
Total 75.450 108
commercial_formalities Between Groups 2.665 8 .333 .842 .842
_inquiry_response_time Within Groups 65.153 101 .645
Total 67.818 109
commercial_formalities Between Groups 4.994 8 .624 .323 .323
_pre_shipment_time Within Groups 53.779 101 .532
Total 58.773 109
commercial_formalities Between Groups 1.957 8 .245 .760 .760
_post_shipment_commu Within Groups 39.492 100 .395
nication Total 41.450 108
technical_service Between Groups 14.986 8 1.873 .222 .222
Within Groups 138.732 101 1.374
Total 153.718 109
Interaction Between Groups 2.465 8 .308 .528 .528
_with_sales_person Within Groups 34.998 101 .347
Total 37.464 109

Interpretation For ANOVA TEST: P < .05, We Reject The Null Hypothesis
The above table shows that whether there is a statistically significant difference between
product_Quality and product. We can see that the significance value is 0.011, which is below
0.05. and, therefore, we reject the null hypothesis that is There is no significant difference
between traders satisfaction and product.

The above table shows whether there is a statistically significant difference between Consistency
and departments. We can see that the significance value is 0.047, which is lower than 0.05. and,

81
therefore, we reject the null hypothesis that is There is no significant difference of factor of
traders satisfaction and product.

From the above table Shows whether there is a statistically significant difference between Scope
of documentation and product. We can see that the significance value is 0.057, which is above
than 0.05. and, therefore, we accept the null hypothesis that is There is no significant difference
of factor of traders satisfaction and product

From the above table Shows whether there is a statistically significant difference between
labeling and product. We can see that the significance value is 0.138, which is above 0.05. and,
therefore, we accept the null hypothesis that is There is no significant difference of factor of
traders satisfaction and product.

From the above table Shows whether there is a statistically significant difference between
delivery commitment and product We can see that the significance value is 0.434, which is above
0.05. and, therefore, we accept the null hypothesis that is There is no significant difference of
factor of traders satisfaction and product.

From the above table Shows whether there is a statistically significant difference between
commercial formalities inquiry response time and product we can see that the significance value
is 0.842, which is above 0.05. and , therefore, we accept the null hypothesis that is There is no
significant difference of factor of traders satisfaction and product.

From the above table Shows whether there is a statistically significant difference between
commercial formalities pre-shipment communication and product. We can see that the
significance value is 0.323, which is above 0.05. and, therefore, we accept the null hypothesis
that is There is no significant difference of factor of traders satisfaction and product .

From the above table Shows whether there is a statistically significant difference between
commercial formalities post-shipment communication and product. We can see that the
significance value is 0.760, which is above 0.05. and, therefore, we accept the null hypothesis
that is we reject the null hypothesis that is There is no significant difference of factor of traders
satisfaction and product.

From the above table Shows whether there is a statistically significant difference between
technical service and product. We can see that the significance value is 0.222, which is above
0.05. and, therefore, we accept the null hypothesis that is we reject the null hypothesis that is
There is no significant difference of factor of traders satisfaction and product.

From the above table Shows whether there is a statistically significant difference between
interaction with our sale team and product. We can see that the significance value is 0.528, which
is above 0.05. and, therefore, we accept the null hypothesis that is we reject the null hypothesis
that is There is no significant difference of factor of traders satisfaction and product.

82
11.3.4 Findings

Objective 1:

The company has the good marketing team and the sales team they should be boost up
every now and then so they can work properly and can give their best at field work.

The overall result found that the factors that widely affect traders satisfaction in Deepak
Nitrite Ltd. are customer relationship factor and quality factor which are very much
important for each trader so that they can trade in better way with Deepak nitrite .

The other things that observed are sometimes customers are not happy with the services
provided to them so they are not satisfied

Some services with they are not happy are as under:

Technical services
Delivery services
Proper interaction with sales team
Less satisfaction

Objective 2:

To find out that there is a significant relation between customer satisfaction and
the product which are provided to them by using one way ANOVA test

The variable really affects the customer satisfaction as the variable changes the
level of customer satisfaction also changes

Here the satisfaction level and product has any relation between them is checked
on basis of significant value .

12.Conclusion and Limitation


12.1 Conclusion
DNL having multiple product mix catering
Drugs/Dyes/Coluors/Pigments/Refineries/Petrochemicals/Fertilizers segments of Chemical
market maintain excellent customer relation matrix by,
Maintain customer relation
Proper follow up process
Satisfied with product quality

83
Satisfied with services provided by DNL
Channel relationship
B2B marketing

12.2 limitations
Time consuming because of wide range of Product line serving many segments like
Drugs/Dyes/Coluors/Pigments/Refineries/Petrochemicals/Fertilizers.
Sample size is limited to 110
Answers may vary with Business

13. Learning
I learned how to make questionnaire.
I learned how to Convinces Customer and how to crack new deal.
It is not easy to maintain product quality all the time.
The service which are provided to customer/dealers may change by person to person.
I learned how to maintain customer relationship.
Learned about the customer preference and perception towards product services
Learned how market work and different strategy used by company
The target is always achieved in teams an individual cannot achieve the whole target.
I learned how to use IBM SPSS software for Data Analysis

84
14. Bibliography
http://profit.ndtv.com/stock/deepak-nitrite-ltd_deepakntr/reports
http://quotes.wsj.com/PH/XPHS/DNL/financials
http://quotes.morningstar.com/stock/analysis-report?
t=XPHS:DNL&region=phl&culture=en-US&productcode=MLE&cur=
http://economictimes.indiatimes.com/deepak-nitrite-ltd/directorsreport/companyid-
13838.cms
https://www.google.co.in/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-
8#q=www.deepak%20nitrite%20limited
http://deepaknitrite.com/aboutus.html
http://deepaknitrite.com/global_reach.html
http://deepaknitrite.com/infrastructure.html
http://deepaknitrite.com/value_propositions.html
http://deepaknitrite.com/products.html
http://deepaknitrite.com/business-responsibility.html
http://deepaknitrite.com/investors-relations.html
A-gace

TASK AND ACTIVITY

85
DATE TIME TRAINING PLACE CONCERNED
OFFICER
13/06/2016 9:30am to DEEPAK NITRITE Mr. Nilesh Dave
5:30pm (Vice President Hr)
14/06/2016 9:30am to HR department Ms. Nikita Gupta
To 5:30pm Corporate Hr
24/06/2016
27/06/2016 9:30am to MARKETING Mr. Shyendy Sir
5:30pm department Head Of Bcc
Marketing
28/06/2016t 9:30am to BCC MARKETING Mr. Harshvardharn
o 5:30pm Sharma
06/07/2016 Marketing Manager
07/07/2016 9:30am to UDAAN
5:30pm
08/07/2016 9:30am to OPTICAL Mr .SAGAR SIR
5:30pm BHRITENING AGENT (OBA MANAGER)
9/07/2016 9:30am to Fine and special Mr .Roshan sir
5:30pm marketing (f&s manager)
12/07/2016 9:30am to Workshop campus to Mrs. Kanchan
to 5:30pm corporate karunakar
15/07/2016
16/07/2016 9:30am to Business development Mr .Rohit malviya
5:30pm (BD manger)
18/07/2016 9:30am to Sodium nitrite report Mr .Iyienger sir
5:30pm analysis (Bcc marketing)
19/07/2016 9:30am to Data warehousing Mr. Manoj patil
to 21/07/216 5:30pm (hr executive)
22/07/2016 9:30am to Meeting with hr head Mr. Palker sir
5:30pm (HR Head)

86

You might also like