Professional Documents
Culture Documents
Submitted to
Prepared by
RAMNANI PRIYANKA
15MBA084
M.B.A. First Year
1
DECLARATION
Priyanak Ramnani
Place : change
(Signature)
2
ACKNOWLEDGEMENT
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.
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
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
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
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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
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.
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
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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
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:
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.
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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
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.
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2.8 Products of Deepak Nitrite
19
Sulphiric Acid
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
.
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3. Functional
Area
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
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.
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The bulk and commodities chemicals/products are mostly used by dyes , pigment ,color,
agrochemicals, pharmaceuticals, rubber ,explosion ,glass, metal , construction, refineries
industries etc.
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 .
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.
26
B Short Term Finance
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.
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.
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.
3.8.4 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.
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
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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
Advertisement
collection of
Application
Securitize the
Application
Interview
Medical
Checkups
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Selection
C3 E5
A1 G7
H8
B2 D4 F6
33
the employee identify on the basic of their performance. Training time period is depending upon
the post.
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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
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
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
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
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
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
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.
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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
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%.
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.
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
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.
9.4 Variables
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10.Research
10.1 Hypothesis
Null hypothesis: Industries using DNL Products/chemicals are not satisfied.
Alternate hypothesis: Industries using DNL products/chemicals are satisfied.
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
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
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.
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
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
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 .
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
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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
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
Packing/Labeling 0.79
Consistency 0.67
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.
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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
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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.
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
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11.2 Analysis
Umbrella Market
Wide range of products
Used by different industries with different applications in different product
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.
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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
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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
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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
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
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.
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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.
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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,
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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.
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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
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 .
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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
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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®ion=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
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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