Table of contents:

S.No Title Page no

1 Chapter 1 1-2
• Rationale for the study

2 Chapter 2 3-4
Objectives of the study
• Title of the project
• Objectives of the study
• Scope of the study

3 Chapter 3 5-32
Profile of the company

4 Chapter 4 33-40
Theoretical perceptive

5 Chapter 5 41-43
Research methodology
• Research design
• Data collection methods/ source
• Data analysis (tools) Sample plan
6 Chapter 6 44-53
Data analysis and interpretation
7 Chapter 7 54
• findings
8 Chapter 8 57-60
• Expected contribution from the study
• Suggestion and conclusion
Annexure
Bibliography

HET’S Institute of Management Studies, Hubli 1

HET’S Institute of Management Studies, Hubli 2
 Rationale for the study

This is an attempt to present a progressive detailed discussion on the “A study on

employees role in service delivery of Miven Mayfran conveyors PVT ltd” A service is
the intangible equivalent of an economic good. Service provision is often an economic
activity where the buyer does not generally, except by exclusive contract, obtain
exclusive ownership of the thing purchased. The benefits of such a service, if priced, are
held to be self-evident in the buyers’ willingness to pay for it. I have, over here, tried to
make almost a research work on the company’s service delivery.

Not just customer service representatives, but all employees of a company are
responsible for delivering good customer service, and delivery means being a dedicated,
empowered, linked, informed, valued, and experienced representative who accepts
responsibility.

Employees are now viewed as playing a crucial role in service delivery as they facilitate
the interface between the organization and the market. This study, therefore, examines
the role of employees in the delivery of service.

The main objective of this study is to understand the service delivery system being used
by the company and analyze how the system has enabled the organization to become
what it is today. The entire study has been carried out from the point of both employees
and organization perspective. This report represents the importance service delivery
system adopted by Miven Mayfran conveyors pvt ltd.

On the base of responses got through the questionnaires data was classified, tabulated,
analyzed and interpreted. Finally conclusion were drawn and recommendations given to
the organization for improving the service delivery.

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After observing the results, I interpreted into a conclusion, which further directed me to
find out the loopholes and backlogs. Accordingly, with the meager knowledge and some
kind of intelligence that I carry, I have tried to give necessary suggestions to the
corporate body as to how to overcome its weakness in this system and build up their
strengths. No matter, how ordinary they might be, according to me, they were the actual
recommendations that I could suggest to Miven mayfran conveyors pvt ltd.

This study revealed that the employee’s role in service delivery is very important. How
all employees linked with service delivery? Employees play an important role in
delivering the product..

HET’S Institute of Management Studies, Hubli 4

HET’S Institute of Management Studies, Hubli 5
Title of the project
“A study on employee’s role in service delivery of Miven Mayfran conveyors pvt
ltd”. How well the employee’s are working towards their role which directly are
indirectly have a connection to service delivery. Employees’ role in services delivery is
very important.

Objectives of the study

The objectives of this project are –

 To understand service delivery techniques at Miven Mayfran conveyors.

 Determine the awareness of existing system.

 Find the effectiveness of the service delivery

 Know the attitude of employees towards the service delivery

 Is there any sales increase after giving good service delivery to the customer?

 To understand the service delivery needs to the organization and suggesting ways
to improve them.

HET’S Institute of Management Studies, Hubli 6

Scope of the study

• The purpose of the study is to get practical knowledge and to get experience and
also to know the various challenges that are faced in the corporate world.

• Study the service delivery of Miven mayfran conveyors

• To find out the problems in existing service delivery systems.

• To know the effectiveness of the service delivery.

HET’S Institute of Management Studies, Hubli 7

Industry Profile:

Small & Medium Enterprises (SMEs) In India

With the advent of planned economy from 1951 & the subsequent industrial policy
followed by Government of India, both planners & Government earmarked a special role
for small- scale industries & medium scale industries in the Indian economy. Due
protection was accorded to both sectors, & particularly for small scale industries from
1951 to 1991, till the nation adopted a policy of liberalization & globalization. Certain
products were reserved for small- scale units for a long time, through this list of product
is decreasing due to change in industrial policies & climate.

SMEs always represented the model of socio- economic policies of Government of India
which emphasized judicious use of foreign exchange for import of capital goods &
inputs; labor intensive mode of production; employment generation; no concentration of
diffusion economic power in the hands of new ( as in the case of big house); discouraging
monopolistic practices of production & marketing; & finally effective contribution to

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foreign exchange earning of the nation with low import – intensive operations. It was
also coupled with the policy of de concentration of industrial activities in few
geographical centers.

It can be observed that by & large, SMEs in India met the expectations of the
Government in this respect. SMEs developed in a manner, which made it possible for
them to achieve the following objectives:
 High contribution to domestic production
 Significant export earnings
 Low investment requirements
 Operational flexibility
 Location wise mobility
 Low intensive imports
 Capacities to develop appropriate indigenous technology
 Import substitution
 Contribution towards defense production
 Technology – oriented industries
 Competitiveness in domestic & export markets
At the same time one has to understand the limitations of SMEs, which are:
 Low capital base
 Concentration of functions in one/ two persons
 Inadequate to exposure to international environment
 Inability to face impact of WTO regime
 Inadequate contribution towards R & D
 Lack of professionalism

In spite of these limitations, the SMEs have made significant contribution towards
technological development & exports. SMEs have been established in almost all – major
sectors in the Indian industry such as:
HET’S Institute of Management Studies, Hubli 9
  Food Processing
 Agriculture Inputs
 Chemical & Pharmaceuticals
 Engineering; Electrical; Electronics
 Electro- medical equipment
 Textile & Garments
 Leather & Leather Goods
 Meat Products
 Bio- engineering
 Sports Goods
 Plastic Products
 Computer Software, etc.

As a result of globalization & liberalization, coupled with WTO regime, Indian SMEs
have been passing through a transitional period. With slowing down of economy in
Indian & abroad, particularly USA and European Union and enhanced competition from
China and a few low cost centers of production from abroad many units have been facing
a tough time. Those SMEs who have strong technological base, international business
outlook, competitive spirit and willingness to restructure themselves shall withstand the
present challenges come out with shining colures to make their own contribution to the
Indian economy.

SMEs in Hubli and Dharwad:

Talking about the SMEs in Hubli and Dharwad there are nearly some 15 reputed
organizations. Which are mostly of engineering based, chemical based and some food
processing industries. They are running quite good when we look at local market
perspective. The market is having huge scope for such SMEs since it is one easy hub for
transportation and connecting city for all major states. There are some good provisions

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which are available by the government and there are plenty of opportunities for growth of
SMEs to compete with MNCs.

Thus growing economy needs some strong contribution from industries which these
SMEs can do, provided there is larger scope from the government and also from some of
the large industries which can act as support for such SMEs.

Company history:
The Sirur family established itself in Hubli in the year 1880s. The late Shri Narayan
Annappa Sirur( N.A. Sirur) was then working as a manager cum partener with M/s P.
Chrystal & co. who were purchasing cotton from the Hubli- Haveri region and exporting
it through Kumta port to Manchester in England.

In the period of 1915-1920, M/s P.Chrystal & co. closed their offices in Hubli & India
and handed over the ginning factory to Mr.N.A Sirur along with all the land that was
purchased for the purpose of running the ginning factory with a scope for future
expansion in setting up a press as well as cotton spinning unit.

Shri Mohan Sirur & shri Gopichand sirur completed their engineering course in America
and returned to India in the late 1940s. They first established a cotton seed oil processing
industry in India converting cotton seed oil into edible grade oil which was made popular
by them as edible grade cooking medium.

In 1961, Mr. Vishwas joshi, set up Miven engineering works on behalf of sirur family as
a working partner to manufacture components for Kirloskar electric co. Bangalore.

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In 1963 Mr. Vishwas joshi moved over to Bangalore. And Mr.M.V.Sirur took his
fledgling unit under his wing and developed it further by associating this company with
the cement Giant- ACC of Mumbai.

Miven engineering works developed many import substitute components, which were
vital for the cement industry.

In 1978 Miven engineering works developed the first chip conveyor for use of machine
tools. This company ason today brought the name of Hubli on the map of the world by
being exporters to Japan, Indonesia,Germany & USA.

Miven Mayfran Conveyors Pvt.Ltd. is a joint venture company founded in 1986 with a
view to serve Indian Industries with quality conveyors and solutions for chip and coolant
handling problems. With the help of continued technical know-how from its
collaborators-M/s. Mayfran International B.V.-a world leader with over 70 years of
experience has been catering to two industrial sectors –viz. Machine Tool Builders and
End User Engineering /Automotive motives sectors.

The commitment of total customer satisfaction has made Miven Mayfran Conveyors Pvt
Ltd.-the pioneers in India in the field of chip and coolant management systems.

The Company has been witnessing steady growth since inception and today Miven
Mayfran conveyors Pvt. Ltd. has become synonymous with quality chip and coolant
management systems. Apart from its domestic supplies the company has been able to
carve its footprints into the export market.

Miven Mayfran Conveyors Pvt.Ltd. has several unique systems developed, supplied and
installed to its credit working to the entire satisfaction of its esteemed customers. Miven
Mayfran Conveyors Pvt. Ltd. has always been striving to achieve uniqueness in its
activities with the team of young and energetic engineers and dedicated work force.

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As a mark of approval for the system followed at Miven Mayfran Conveyors Pvt. Ltd, in
delivering the quality products to its esteemed customers, the company got accredited
with ISO 9002: 1994 in the year 1997.Further to this achievement, the company has
upgraded its standard to ISO 9001:2000 during the year (2003).

Miven Mayfran offers a wide range of conveyors for handling metal chips generated
during metal cutting operation. Built to the renowned Mayfran standards, these
conveyors effectively handle a Varity of metal chips-long, short, curly, bushy, broken
etc. & a varity of metal such as steel, cast iron, aluminum, brass etc. These conveyors are
custom built to suit machine tool and the application for which they are intended to be
used and they help keep uptime of your expensive, highly productive machine tool by
continuously removing metal chips from the machine. Hinge Belt, Scraper, Magnetic
Plain Sheet, Screw and Coil are types of conveyors that are used for machine tool
application.

With a wide range of proven products in the market for almost two decades, we are proud
to be associated with some of the biggest names in the machine tool, automotive and
auto-component industries. Globally networked, locally integrated, Miven Mayfran is
your reliable partner for all your chip and coolant management needs.

QUALITY POLICY
“To provide highest standard in service, delivery and product reliability by identifying
and understanding customer needs and to continually improve upon these for greater
customer comfort.”

MISSION

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“To provide globally highest standards in service, delivery and reliability by identifying
and understanding stakeholder needs and to continually improve upon these for greater
stakeholder comfort.”

VISION
“To be globally reliably reliable partner in providing solutions to all stakeholders.”

QUALITY OBJECTIVES
 To strive for customs delight with the help of continuous improvement in product
performance.
 To inspire team spirit amongst all stakeholders to achieve highest standards in
performance.
 To provide best value for price.
 To be the most preferred business partner of all stakeholders.

Categories of Products Manufactured

 Machine Tools Products
 Centralised Systems
 Press Scrap and Solid Components/Slag Handling Conveyors
 Material Handling
 Other Products
 Oil Extraction and Preparatory Stage system
 Engineering Service

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Customer of MMCPL
There are two categories of customers mainly,
1. Original Equipment Manufactures(OEMs)
Original Equipment manufactures who do not use the conveyors
Themselves but sell it along with the machineries they produce.
a. M/s. Ace designer Limited –Bangalore.
b. M/s. Lakshmi Machine Work Limited –Coimbatore.
c. M/s. H.M.T. Machine Tools Limited – Bangalore / Kalmassery /
Pinjore / Hyderabad / Ajmer
d. M/s. Bharat Fritz Werner Limited –Bangalore.
e. M/s. Widia India Limited – Pune.
f. M/s. Premier Automobiles Limited- Pune.
g. M/s. Tal Manufacturing Solution Limited- Pune
h. M/s. Miven Machine Tools Limited—Hubli
i. M/s. Jyothi Enterprises – Rajkot.
j. M/s. Lokesh Machine Limited- Hyderabad.

2. Actual Users(A/Us)
Actual users are buyers who use the conveyors in their units, totally there are about
300- customers including OEM and A/U associated with Miven Mayfran
Conveyors. About 60% of the total conveyors are brought by OEM and remaining
40% by the A/u.
a. M/s Motor Industries Company Limited – Bangalore / Nashik/ Jaipure.
b. M/s. Bharat Heavy Electricals Limited – Bhopal / Hardware.
c. M/s. Hero Honda Motors Limited – Gurgaon / Dharuhera.
d. M/s. Mahindra & Mahindra Limited – Mumbai / Igatpuri / Nashik.

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 e. M/s. Ashok Leyland Limited – Bhandra / Hosur / Chennai.
f. M/s. Indian Railways – Various Work shops.
g. Ordnance Factories - Various shops.
h. M/s. Larsen & Toubro Limited – Mumbai.
i. M/s. Escorts Limited – Faridabad.

SWOT Analysis of organization

Strength:
• Products manufactured are high quality, experienced employees are testing of
products of each stage of production
• Well maintained relation between employees and employer
• Good relation with customers
• Crisil SE1Acertificate holder for “highest performance capability and moderate
financial strength”

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 • ISO 9001:2008 company

Weakness:
Non streamlined production due to variable parameters in customer’s need.

Opportunity:
To accept new challenges and to be vibrant in present market scenario

Threat:
More competition in the manufacture of chip conveyors and rapid changes in domestic as
well as global market scenario.

Products:

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 Miven Mayfran offers a wide range of conveyors for handling metal chips generated
during metal cutting operation. Built to the renowned Mayfran standards, these
conveyors effectively handle a variety of metal chips - long, short, curly, bushy, broken
etc. and a variety of metals such as steel, cast iron, aluminium, brass etc. These
conveyors are custom built to suit machine tool and the application for which they are
intended to be used and they help keep uptime of your expensive, highly productive
machine tool by continuously removing metal chips from the machine. Hinge belt,
scraper, magnetic plain sheet, screw and coil are types of conveyors that are used for
machine tool application.
Chip Bin

Product Discription Chipbins are trolleys used to collect chips discharged from the
conveyor. The simplest form of bin is a suitably sized trolley which is known as non-
tilting type chipbin. On becoming full, these bins are required to be emptied by shoveling
the chips into a collecting trolley. Inorder to avoid shoveling and thereby fatigue to the
operator, tilting type chip bins are used. These chipbins are movable and are provided
with foot pedal. When the chipbin is full, the bin can be tilted by pressing the pedal to
unload the bin. In the tilted position, the chips can be easily emptied. Our experience in
the field of chip and coolant handling has led to standardization of sizes keeping in view
the general height of the machines/conveyors and handling comfort of the operator.

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 Chip Crusher

Based on the type of chips and application, Miven Mayfran offers a versatile product
range of chip crushers to suit individual needs. Crushing of chips has some significant
advantages Size reduction of swarf for subsequent centrifugation (drying of chips) and
recovery the coolant from the chips Size reduction of chips for handling in over the floor-
mounted return pump systems for the transport of chips and coolant Size reduction of the
chips to feed them into briquetting presses Miven Mayfran crushers can run in automatic
mode and are easy to service and repair due to over-dimensioning of bearings, shafts and
couplings and this in turn ensures an extended lifetime of the equipment. The Chip
Crusher models offered are : TA crusher-suited for small quantities MA crusher-suited
for pump-stations for chip and coolant MSA crusher-for large clusters of hard and brittle
swarf. SG crusher-for intermittent (batch) supply of chips

Chip Tote Hinge Belt

Product Discription These conveyors use a hinged steel belt moving inside a metal casing
to effectively remove metal chips and they come in four basic profiles Straight ( Style
A ), Inclined ( Style B ), Straight & Inclined ( Style C ) and Goose Neck ( Style D ).

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The hinge belt surface can be plain, perforated or dimpled in accordance with application
requirement.

Cooker

Oil seeds exist in the form of microscopic lets packed in cells with impermeable walls,
which are distributed throughout the seed kernel. To facilitate easy flaking if the seed, it
is necessary to cook the seed and reduce excess moisture to a desired level. The Miven
Mayfran cookers are stacking type cylindrical vessels which cook and dry seed. The
cooker consists of a series of closed kettles stacked one upon another. Moisture in the for
of live steam is injected in the lower kettles, which is absorbed by the seeds. The seeds
are then cooked to proper consistency and dried to remove excess moisture before being
finally discharged from the lower kettles.

Cracker

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This equipment consists of two sets of rolls with helical grooves between which the
cleaned seeds are passed through. The seeds are then cracked open to allow for further
processing.

A vane type feeder is used to uniformly feed the seeds over the entire length of the roll.
By mounting the rolls and the drives on a single heavy frame structure the system has
been made compact yet simple and the maintenance requirement also correspondingly
comes down. special features quick roll opening mechanism which reduces the stress on
the motor while starting. the arrangement of the rolls also allows large particles to pass
through before immediately returning to the exact original position. the system provides
for power balance between the two pairs of rolls thereby utilizing the full capacity of the
motive power. Specifications specifications: tmq-35 a model : 2 pairs of rolls 350 mm x
1300 mm long capacity : 400 ton/day soya beans tmq-25 model : 2 pairs of rolls 250 mm
x 1300 mm long capacity : 300 ton/day soya beans tmq 25 ab, 25 ac, 25 ad, 25 ae, 25 af
to suit capacities from 250 300 tpd soya beans

Desolventiser Toaster

The Miven Desolventiser Toaster is a fully-automatic, with pneumatic controls on the

gates and discharge. It is composed of only one single body unit and several floors,
which form the desolventization and toasting stages. In the desolventization stage, steam
injection is direct, with individual adjustments, through meat mixers.During toasting
operation, steam rises counter-flow to the MARC, through special grills. Uncondensed
live steam, hexane vapours and noncondensable gases in the system go through the tubes
mounted on the Desolventization Stage.
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Special Features: Automatic control of meal bed height Material control, from one floor
to the other is performed by an automatic level control system pneumatically
commanded, with individual height adjustments which provides an even operation on
each floor. The sealing system of automatic devices is performed by high quality seals
and gaskets.

Layer heights are read by level indicators located on the sidewalls of the D.T. Fully
automatic meal discharge control The RURIS TECNAL D.T., besides its exclusive
automatic control of the meal bed layer, presents a Discharge rotary valve with a ring
bone speed variator pneumatic, running in accordance with flow variations within the
planned settings

Drier Cooler

Product Discription The machine is as per Ruris Tecnal design and specifications.
Construction is modular type having flexibility to increase capacity when plant is
expanded. Consists of feed section, cooling section and discharge section. Cooling
sections can be increased to meet requirements of capacity. Equipped with S. Automatic
cleaning device for fines trapped in the continuous chain. Air blown through radiators for
cooling Suction fans connected to cyclones with rotary valves at cyclone discharge end
with transverse conveyor to carry fines entering the cyclones. Meal bed height can be
controlled to between 200 to 300 mm large capacity screw conveyor at discharge end of
cake cooler to convey cooled meal to bagging.

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Machine complete with appropriate drives. Specifications: Capacity from 30 to 2,000
mtd for deoiled meals of Soya beans beans Cotton seeds Corn germ Rape seeds Sun
flower seeds Rice bran Palm kernel Many other raw materials

Expander

Product discription this is used for soya beans, cotton seed, wet corn germ, sunflower
seed, rapeseed, salseed and many of the seeds and (fully or pre-pressed) oil cakes to
make the meat porous and homogenous. meats are gradually pressed by the main worm
shaft, which is a non continuous kneading screw rotating within the barrel. The speciality
hardened scraper-bolts mounted between the worm sections permit uniform mixing of
meats by kneading action. Meats while being processed receive steam, injected through
special scraper bolts. pressure on meats reaches its maximum at the discharge end. As the
material passes through the dies or autocone (auto-run) , pressure is suddenly released
which causes the expansion

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 Flaker

Product Discription The flaker consists of a pair of rolls through which the seeds are
passed. Each roll runs at a different speed. Two pistons commanded by a hydraulic
system exert pressure on the flaking rolls. Special Features: The maximum pressure
during operation is 35 bar. Hence the life of the machine is very long.

The roll bearings are mounted on bipartite castings. This helps for easy maintenance and
rolls can be removed without dismantling the hydraulic system. Scrapers mounted on
tubular systems with a tension spring evenly scrape the flakes off the rolls

Magnetic Plain Sheet

Magnetic Plain Sheet type conveyors use a band of magnets that moves inside a
watertight casing under a non-magnetic slider plate. As the magnets mounted on endless
chain moves, the chips are dragged on the slider plate, elevated and ped into chip trolley

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 Magnetic Roller Separator

Product Discription Magnetic Roller Separator conveyor is an ideal separator for filtering
ferrous fines from cutting oil. Its superior design features ensure an effective conveying
and fetterless cleaning simultaneously. It can handle high volume of ferrous chips-small,
free flowing and broken chips up to 75mm long generated during milling, broaching,
hobbing, and gear cutting operations.

A series of stainless steel rollers, each with a permanent magnetic core fitted along the
length of the conveyor, are made to rotate axially. The strength of each magnetic core
diminishes gradually in the rotational direction of the roller. Swarf is attracted by the
magnetic core to the roller surface. As the roller rotates, the swarf moves into a
progressively weaker magnetic field. The stronger field of next roller then pulls the swarf
onto its surface. Through repetition of this process the separation and conveying is
achieved. The swarf is discharged into chip trolley at the end of the conveyor and the
coolant flows into tank.Specifications:Nominal Width :150 to 500mmCapacity :60 to 600
Kgs/Hr (Steel),

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 Oil Skimmer

These Belt type oil skimmers find application in small tanks of a machine tool to remove
tramp oil from emulsion coolant. The continuously running belt powered by a mini sized
gearmotor effectively removes floating oil film from the coolant surface.

An intermediate sedimentation tank helps further cleaning of coolant from oil. The oil
thus separated gets collected in a small removable tray.

Permanent Media Filter C-COM

Product Description this systems employs an indexing filter drum made from finely
woven mesh to filter the coolant. A scraper chain removes chips from inside the unit.
Separate float switches are provided to sense coolant levels inside the unit. The unit
comes with added features such as a scraper cleaning arrangement and drip coolant
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catcher to enhance performance. Contaminated coolant from the machine flows into the
filter by gravity/pump pressure. Heavier chips that settle down are carried away by the
scraper chain. The floating fines are arrested on the outer surface of the drum forming a
filter cake, which acts as a secondary filter media and the clean coolant flow out from the
drum sides into the coolant tank. With the increase in the size of the filter cake there is a
rise in the level of the coolant in the unit. Once a predetermined level is reached, the float
switch actuates the drum drive and the drum indexes. Simultaneously the drum surface
gets cleaned by a wiper and a high pressure coolant backwash. Special features1.
Compact size2. Filter drum and scraper chain are driven independently resulting in lower
risk of system and component failure, increased flexibility and ease in operation.3.
Additional safetly features such as overflow detection alarm.4. Improved efficiency and
performance because of scraper cleaning attachment and coolant drip catcher.

Pitch Hinge Belt - Conveyor System

This rugged conveyor is available in both the open type frame and closed type frame. The
discharge chute can also be customized to suit the site conditions as well as specific
customer requirements. The design also incorporates several safety features such as pull-
cord for emergency stoppage, overload relay for motor etc. The heart of the system is the
patented Mayfran hinged steel belt. This steel belt is constructed of die-formed 1/4" or
3/16" nominal thickness low carbon steel. Some of the other special features are: Double
row high carbon die-punched side bars Plain or anti-friction bearing rollers Pin and
sleeve hinge construction (steel or optional UHMW polyethylene tubing liner over pin

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through belt hinge joint) Hardened single flange rollers 3/16 ", 1/4" or 3/8" thick formed
interlocking side wings welded to hinge links

Pushbar Conveyor

When the length of a single unit exceeds 25 to 30 m, operating costs of a pushbar

conveyor are lower than any other conveyor of the same capacity. The maximum length
is 150 m.This conveyor also solves conventional problems such as winding of pusher
rods as well as widely improves the conveyance distance and wear resistance.

This cost effective equipment is Mayfrans high efficiency designed product which offers
medium distance conveyance of long and short chips with high volume coolant. It is the
ideal choice for a central conveyor. The automotive and bearing manufacturing industries
are satisfied users and now the pushbar conveyor services the state of the art F.M.S
Plants. To suit the required swarf removal capacity intervals between strokes can be set
in the control pane. Tramp material and bar ends will not harm the conveyor since free
moving, self centering bar design will avoid jamming and subsequent damage. The
cylinde, powered by a hydraulic power pack moves the conveyor bar. In installations
with several pushbar conveyors a double acting power pack is used offering considerable
savings in initial costs. The modular design of the conveyor facilitates easy extension of
the conveyor. All the conveyor components being manufactured on a production line
basis, a tight fit and interchangeability of spare parts are guaranteed

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 RECLAMET 3000

Wet chips coming out of the machine have to be properly dried before storage to ensure
prevention of soil pollution by the coolant. An additional benefit is that expensive coolant
can be reclaimed resulting in enormous cost savings. With more stringent pollution
control laws being implemented, the Reclamet-3000 is best suited to cater to your chip
processing needs by enhancing coolant lifetime which ensuring compliance with the
environmental regulations. The Reclamet-3000 is an integrated turnkey solution with a
shredder, tramp-material separation, swarf de-oiling and pneumatic conveying of dried
swarf compact assembly. That we have more than proven installations working
satisfactorily in India, speaks volumes about the reliability, quality and the value that it
delivers to the customer

Roller Conveyors (Gravity, Powerised, Power & Free)

Gravity Roller Conveyors are built on slight inclined. Since there conveying power is
simply the force of Gravity. The inclination depends upon the type of material that is
being used. When the material is placed on the conveyor, the roller revolves, thus moving

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the material in the direction of incline. Powerised Roller Conveyors are used to carry
load at controlled speed. Roll to Roll chain driven live roller conveyor are used where
dirt, oil, grease and other contaminations are present. The driving chain or chains are at
ends of the rollers and are shielded

Seed Cleaner

The seed cleaner is used to clean seeds before they undergo further process treatment for
extraction of edible oil.This high performance equipment is composed of a feeder,
screeners, an aspiration system and a light trash collector. The feeder is of vane type that
evenly spreads the grains on the sieve. Cleaned cereals are discharged through a
stationary spout.

Vacuum Based Paper Media Filter (ECONOVAC)

This filter works on the principle of suction of coolant through the filter media. Once a
filter cake is formed on the surface of the media, a vacuum is created which triggers the

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indexing of the filter media. Advanced engineering and manufacturing techniques ensure
that the vacuum seals are maintained intact. Hydro-Vac can be equipped with either
permanent or disposable filter media depending on applications. Continuous and fully
automated, Hydro-Vac can be installed in above or below floor locations. This equipment
is ahead of the pack when it comes to price performance ratio and space requirements

Infrastructure of the company:

Complimenting engineering expertise, the use of advanced manufacturing techniques

helps to produce high quality equipment. Using high precision equipment such as CNC
turning centre, CNC Vertical milling center, CNC bending machine, and state of the art
paint booth etc., Miven Mayfran is geared to cater to the varying requirements of a
demanding market. At Miven Mayfran, quality is a way of life. An ISO 9001 company,
we believe that relentless pursuit of excellence is the only way to achieve customer
delight.
One of our core strengths is a 120 plus strong, skilled and motivated workforce which
being aligned towards a common vision of growth and customer satisfaction, has
executed several complex projects in record times. One of the key areas of focus at
Miven Mayfran is technology. Our design department uses the advanced Solid Edge
package for 3D modeling of our equipment. This has led to considerable shortening of
our delivery times and enhanced our output quality

HET’S Institute of Management Studies, Hubli 31

Organization structure:

Managing
Director

Executive
Director

Accounts Works
Department Manager

Management
Planning Quality
Representative
Assurance

Marketing
Sales / services Purchase

Manufacturing Stores Sub. Stores

Engineering

Production

Press
M/C Shop Shop F/A Shop

Maintenance

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Department description:

Marketing sales / Services:

This department conforms the order form the customer through sales agents who are
located in different parts of India like – Mumbai, Chennai, Banglore and pune. Or else
sometime directly through customers. After negotiating with the customers on technical
aspects like design and material etc, And also on costs factor like mode of payment etc.
then the time conformation from the customer is got through order acceptance.

Planning:

The activity of planning department includes plan & schedule the production of
conformed orders of customers from Sales / Marketing Department as per the delivery
dates committed in the order acceptance. And also look after the material required for the
production & shortage of material if any. And finally release the required product
drawing to production department for further proceedings. Follow up with stores,
purchase, sub – contract & assembly regularly for dispatch of conveyors as per schedule.

Purchase:

This particular department does the work of either purchasing items for production or sub
contracting the component as per specification / drawings. Based on availability of items
& capacity to produce the decision is made to procure the material for production. Or else
it is sub contracted for the vendors who can get it ready at cost which is acceptable to the
company.

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Quality assurance:

This is the department which does the quality check for the product. In two ways it does
the quality check. One is for those products which are sub contracted and the other one is
for the in-house products. For the contracted products usually sample supply is taken and
quality check is made before giving approval for bulk order for vendors. And report is
prepared in the name of particular vendor for customer clarification. For the later one it is
Inspection for In Process items. Final inspection (QAF) inspects the products as per the
quality assurance drawings / quality plan. Final inspection prepares a snag list of the
product for the product inspected and displays the list on the product for corrective by
production.

Stores:

It protects the materials which are stored for production and also the finished goods
which are ready for dispatch. For dispatch able goods the required documents are
attached and the products are packed for dispatch. The packed goods are stored with
necessary markings and taken good care till they are dispatched.

Manufacturing Engineering:

This department usually involves all the engineering works such as designing of the
product specified by customer with necessary drawings by the draftsman & design
department

Account Department:

This department looks after all the financial activities of company such as payments,
receivable & Income Tax payables, salary calculations, excise duty payables which are
different sections of finance handled by people in the finance department.

HET’S Institute of Management Studies, Hubli 34

Production:

This department has sub departments such as Fabrications & Assembly, Machine shop &
Press Shop. These are the three different activities which are being carried out in
production in three different floors. As per the planned schedule the productions have to
be maintained and the products should maintain the quality. Understand customer needs
& ensure continuous improvement in delivery, service & product performance.

Maintenance:

It takes care of the machines at the shop floor & maintaining them at the proper
conditions. Also does the repair works for machine in case of damages. Lays down some
of safety aspects to keep the work environment clan & safe for workers who are handling
the machines. It ensures the process capability improvement. Act as a guiding source for
the company.

HET’S Institute of Management Studies, Hubli 35

HET’S Institute of Management Studies, Hubli 36
Service delivery

Good customer service is the backbone of any business. Without good customer service,
customers are more likely to get irritated and never return. Good customer service, on the
other hand, will help to retain irritated customers who have a dispute of some type, and
will also help to retain new customers. Customer service is probably more of an art than
it is an exact science, but by properly training your staff in this art, you can create a
culture where customer service is the norm rather than the exception to the rule.

In any industry, customers are hard to retain. Customer churn will never completely
cease, but paying attention to customer needs will help reduce and mitigate the effects of
the turnover.

A service is a set of singular and perishable benefits

• delivered from the accountable service provider, mostly in close coactions with
his service suppliers,
• generated by functions of technical systems and/or by distinct activities of
individuals, respectively,
• commissioned according to the needs of his service customer by the service
customer from the accountable service provider,
• rendered individually to an authorized service customer at his/her dedicated
trigger,

The delivery of a service typically involves six factors:

• The accountable service provider and his service suppliers (e.g. the people)
• Equipment used to provide the service (e.g. vehicles, cash registers, technical
systems, computer systems)
• The physical facilities (e.g. buildings, parking, waiting rooms)
• The requesting service consumer
• Other customers at the service delivery location

HET’S Institute of Management Studies, Hubli 37

 • Customer contact

The service encounter is defined as all activities involved in the service delivery process.
Some service managers use the term "moment of truth" to indicate that defining point in a
specific service encounter where interactions are most intense.

Many business theorists view service provision as a performance or act (sometimes

humorously referred to as dramaturgy, perhaps in reference to dramaturgy). The location
of the service delivery is referred to as the stage and the objects that facilitate the service
process are called props. A script is a sequence of behaviors followed by all those
involved, including the client. Some service dramas are tightly scripted, others are more
ad lib. Role congruence occurs when each actor follows a script that harmonizes with the
roles played by the other actors.

Practicing the eight features of service D-E-L-I-V-E-R-Y will help service delivery.

“D” is for Dedicated. The moment a customer needs help the dedicated employee swings
into action. The customer should be made to feel that he is priority number one, not that
he’s on the bottom of a list and will have to wait his turn.

“E” is for Empowered. The empowered service delivery representative is given what he
needs to be able to provide outstanding customer service. Empowerment begins with
training, the provision of tools, and the recognition of individual potential. Empowerment
is nurtured by showing trust and support, listening to representatives and helping them
resolve problems, and removing any obstacles or conditions that make their work harder.

“L” is for Linked. Great customer service cannot be achieved by individuals working in
isolation. Linking should also extend beyond the team to include all other employees of
the company in mutual support. A company with employees who work together for the
mutual benefit of the company and its customers will quickly rise to the top.

HET’S Institute of Management Studies, Hubli 38

“I” is for Informed. In the past the customer service delivery was often neglected by
management. Representatives, seen as workers at the bottom of the totem pole, went
untrained and uninformed. Today more and more companies have realized the
importance of these front-line staff and are treating them like royalty. After all, they are
representing the company not only to established customers, but to new and potential
customers as well. How customers are treated is how business goes. Customers deal first
with customer service representatives. These representatives should receive thorough
training on the company’s products, systems, policies, and procedures. They should
know how to solve problems, what to do when a customer has a crisis, where to find
needed information, when to ask for outside assistance, who to contact in specific
situations, and how to build customer satisfaction and trust. They should be informed in
all aspects of the company and its products and services.

“V” is for Valued. If the customers feel like valuable employees doing work that is
valued, they will produce far greater results than if they feel insignificant in an
insignificant job. Organization can emphasize that value them by providing training,
asking for their opinions and feedback, responding to their needs and questions,
acknowledging their contribution, praising them, and offering financial incentives to the
degree possible and other rewards. Rewards might include gift certificates or small gifts
on appropriate occasions.

“E” is for Experienced. An experienced employee learns to be knowledgeable but not

overly technical with customers. He or she shows confidence but not arrogance,
friendliness but not familiarity, helpfulness but not insistence, and attentiveness but not
intrusiveness. The representative may be smartly dressed but never overpowering. It
takes experience to automatically strike the right balance and quickly shift to a new
balance for the next customer.

HET’S Institute of Management Studies, Hubli 39

“R” is for Representative. The service delivery representative should always act in the
best interests of the company. From personal appearance to speech and action, the
representative should project a strong, positive image of the company and a sincere
interest in helping the customer.

At the conclusion of a contact with the representative, the customer should feel happy
about doing business with a company whose employees are warm and friendly as well as
efficient and knowledgeable.

“Y” is for “Your” Responsibility. The customer service delivery representative accepts
responsibility for his role as a front-line representative for the company. He knows that to
a customer, he IS the company.

Not just customer service delivery representatives, but all employees of a company are
responsible for delivering good customer service, and delivery means being a dedicated,
empowered, linked, informed, valued, and experienced representative who accepts
responsibility.

The first impression you give to the customer must be welcoming, helpful, friendly and
above all with eye contact. Making eye contact will ensure the customer that you are
listening to them and acknowledging what they say.

Always greet the customer or make yourself approachable in a professional manner.

Obviously, try not to overwhelm them and scare them away, but a warming smile and a
decent response to their queries is a good starting point. During your customer service,
communication, body language and tone of your voice are essential to good service
delivery. Bad customer service will mean the customer will not return and they in turn

HET’S Institute of Management Studies, Hubli 40

will tell others not to use your services. Exceptional customer service is when a customer
brings or directs a new customer to your business.

Customer service is the beginning and the end for any business. All businesses are in
service because without customers there would be no business. If customer service is not
at the exceptional level, then the company missing incredible opportunities to build your
business and company wasting a lot of money and resources. And, if that isn't bad
enough, your poor customer service is growing competitor's business.

Poor customer service dramatically affects the bottom line of every organization.

Hence, all that scrambling may be for naught.

Good service is to retain the number of customers and attract new customers. Once
you have gained a reputation of being a business that provides good customer service,
your existing customers will recommend your business to others. These customers
will also provide the best free advertising imaginable – word of mouth

You should always inform the customer of exactly what is happening from the
moment they have made their inquiry about their item; otherwise, you could
potentially lose their custom. If at any point, a customer feels neglected or
misinformed, they will cancel any procedures or transactions they have with you and
move to a rival business. Always be apologetic, explaining why they have not
received what they have been waiting for and if needed, offer an incentive or
discount.

This is to ensure that staffs are up-to-date when communicating with customers and
continue work in keeping your existing customers. Employees play an important role
in the services marketing because of the vary reason that employees are involved in
the process of delivery of any service

HET’S Institute of Management Studies, Hubli 41

 Services in most simple terms are deeds, processes and performances. Services may
also be defined as any activity or benefit that one party offer to another that is
essentially intangible and does not result in the ownership of anything

Employees are the most valuable asset of an organization. Because of this reasons

o They are the service

o They are the organization in the customer's eyes
o They are the brand
o They are marketers

There are many definitions of what a service is; as well as contention to marketing being
different for goods and services. Under the traditional marketing mix banner for products
there has been the 4 P’s:

• Product
• Price
• Place
• promotion

Whereas for the marketing of services this increases to 7 P’s now also including:

• people
• Process
• Physical evidence

Proper service marketing requires creative visualization to effectively evoke a concrete

image in the service consumer's mind. From the service customer point of view, these
characteristics make it difficult, or even impossible, to evaluate or compare services prior
to experiencing the service delivery.

HET’S Institute of Management Studies, Hubli 42

Mass generation and delivery of services is very difficult. This can be seen as a problem
of inconsistent service quality. Both inputs and outputs to the processes involved
providing services are highly variable, as are the relationships between these processes,
making it difficult to maintain consistent service quality.

For many services there is labor intensity as services usually involve considerable human
activity, rather than a precisely determined process; exceptions include utilities. Human
resource management is important.

The human factor is often the key success factor in service economies. It is difficult to
achieve economies of scale or gain dominant market share. There are demand
fluctuations and it can be difficult to forecast demand. Demand can vary by season, time
of day, business cycle, etc. There is customer involvement as most service provision
requires a high degree of interaction between service customer and service provider.
There is a customer-based relationship based on creating long-term business
relationships. Accountants, attorneys, and financial advisers maintain long-term
relationships with their clients for decades. These repeat customers refer friends and
family, helping to create a client-based relationship.

Service delivery of Miven mayfran conveyors:

It is the no 1 company in manufacturing conveyors. After taking the order from customer
they start manufacturing by seeing the contract between the company and the customer.
According to the customer specification of delivery date they will deliver the conveyors
to the customer. They delivery the conveyors to the customer, and they fix the conveyors
where customer says.

Maximum they are delivering the products within two weeks. Or it depends upon the
specification of the product type and the area of the customer. The company employees
will go to the customer company if any faults happened to the conveyors. Some time the
employees stay their only to solve the problem.

HET’S Institute of Management Studies, Hubli 43

They respond to their customer complaints within a day or it depends upon the area of the
customer

They will replace the fault machine part if the problem occurred by the mistake of
company. If the problem is happened by the customer company then they have to pay for
the service. The minimum service charge is 1000rs.

The employees of Miven Mayfran are playing a major role in delivering the conveyors.
They are increasing their company image in customer eye by their good performance

HET’S Institute of Management Studies, Hubli 44

HET’S Institute of Management Studies, Hubli 45
 Design of the study:

The study is organized in the following section:

1) Methods used
2) Data analysis
3) Over view of the study
4) Opinion of the study
5) Findings, Suggestion and Conclusion

Source of data

Primary data collected from interaction with employees & questionnaire. Secondary data
was collected from text materials, organization report & internet.

Methodology

• Size of the sample: 101 respondents

• Sampling design:
Non probability  Judgmental sampling

• Sampling unit: Miven Mayfran conveyors employees

HET’S Institute of Management Studies, Hubli 46
 • Sampling method: questionnaire method

Geographical area of the study:

• Miven Mayfran conveyors pvt ltd, Sirur’s compound, Karwar road, Hubli-
580024

Data collection:

Primary Data:

The primary data is collected with the help questionnaires by handling out the
questionnaires to the employees, and personal interaction. The sample size is of 100
respondents. The sampling methodology being adopted is non probability convenient
sampling method.

Secondary Data:

The major source of secondary or supporting data is from

• Organization report
• Internet
• Text books

Data Analysis tools:

HET’S Institute of Management Studies, Hubli 47
The data and information obtained from the respondents are put into Spss form. Then the
data is been organized in such a way that they would yield specific results to the
objective of the study. The data is organized in the tally marks and various charts, graphs
& pie charts that will help to have overview of the fact and figures. All the work is done
under the data, which is collected, form the employees. From the process data the
research loudly speaks of its findings and implications that aid in arriving at a conclusion.

HET’S Institute of Management Studies, Hubli 48

 How many days the company will take to deliver the product

Cumulative
Frequency Percent Valid Percent Percent

Valid two week 74 73.3 73.3 73.3

depend on customer
27 26.7 26.7 100.0
specification

Total 101 100.0 100.0

HET’S Institute of Management Studies, Hubli 49

Interpretation:
This table & diagram shows that company will provide the ordered conveyors within two
weeks. Some time it depends on customer specification of conveyors, 74 respondents
said that within two weeks they will deliver the ordered conveyor, 27 respondents said
that they deliver the conveyor according to the customer specification.

Within how many days company will respond to customer complaints

Cumulative
Frequency Percent Valid Percent Percent

Valid within a day 57 56.4 56.4 56.4

depend upon the area 44 43.6 43.6 100.0

Total 101 100.0 100.0

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Interpretation:
This table & diagram shows that within a day company respond to the customer
complaints. If the area of customer is out of Karnataka then it will take two days to reach
that place. 57 respondents said that they will respond to the customer complaints within a
day, 44 respondents said that it’s depending upon the area of the customer.

Rate the role of employee

Cumulative
Frequency Percent Valid Percent Percent

Valid very high 60 59.4 59.4 59.4

highest 41 40.6 40.6 100.0

Total 101 100.0 100.0

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Interpretation:
This table & diagram shows that company employees are playing a effective role in
service delivery will. All the respondents said that the employees play a major role in
service delivery.

Replacement facility to customer

Cumulative
Frequency Percent Valid Percent Percent

Valid yes 101 100.0 100.0 100.0

HET’S Institute of Management Studies, Hubli 52

Interpretation:
This table & diagram shows that company provide the replacement facility to the
customer, if any fault is in their conveyor.

Are you giving any user guide to the customer to know how to operate the
conveyers

Cumulative
Frequency Percent Valid Percent Percent

Valid yes 101 100.0 100.0 100.0

HET’S Institute of Management Studies, Hubli 53

Interpretation:
This table & diagram shows that company will give the user guide to the customer to
know how to operate that conveyor.

HET’S Institute of Management Studies, Hubli 54

 How many services you will provide in the guarantee time

Cumulative
Frequency Percent Valid Percent Percent

Valid depend upon the

101 100.0 100.0 100.0
specification of conveyers

Interpretation:
This table & diagram we can say that company will provide the service on the basis of
specification of the conveyors. It’s different for small conveyors to big conveyor

HET’S Institute of Management Studies, Hubli 55

 Are you maintaining relation with customer to improve the salse of
conveyors

Cumulative
Frequency Percent Valid Percent Percent

Valid yes 101 100.0 100.0 100.0

Interpretation:
This table & diagram we can say that company have good relationship with it’s customer.

HET’S Institute of Management Studies, Hubli 56

 Role of your job with respect to the product

Cumulative
Frequency Percent Valid Percent Percent

Valid assemble 33 32.7 32.7 32.7

turning, shaping 35 34.7 34.7 67.3

sharing, bending plates 26 25.7 25.7 93.1

electric 7 6.9 6.9 100.0

Total 101 100.0 100.0

Interpretation:
This table & diagram we can say that 35 respondents are related to turning and shaping
department, 33 respondents are related to assemble, 26 are related to sharing and bending
plates, 6 are related to electric department. All employees are working properly.

HET’S Institute of Management Studies, Hubli 57

 How would you measure your customer satisfaction across your service
delivery

Cumulative
Frequency Percent Valid Percent Percent

Valid enquire 31 30.7 30.7 30.7

re-buy 46 45.5 45.5 76.2

survey 24 23.8 23.8 100.0

Total 101 100.0 100.0

Interpretation:
This table & diagram shows that how the company measure customer satisfaction across
the service delivery most of the respondents said that by re-buy they measure the
customer satisfaction across service delivery. And it is also done by enquire method and
survey method.

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HET’S Institute of Management Studies, Hubli 59
Findings:

• Company will provide the ordered conveyors within two weeks. Some time it
depends on customer specification of conveyors. And the company responds to
the customer complaints within a day.

• Company will provide the service on the basis of specification of the conveyors.
It’s different for small conveyors to big conveyor

• Company measure customer satisfaction across the service delivery by re-buy,

and survey have company is maintaining the Good relationship with it’s customer
to improve the sales.

• Company will give the user guide to the customer to know how to operate that
conveyor.

• Company provides the replacement facility to the customer, if any fault is in their
conveyor.

• Company employees are playing an effective role in service delivery.

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HET’S Institute of Management Studies, Hubli 61
Benefits to the student

This project makes me able to know the employees role in service delivery of Miven
mayfran conveyors pvt ltd and it gives industrial exposure to me. This project helps me to
get some practical knowledge on all the departments of Flowserve microfinish pvt ltd.

Benefits to the company

The company has some benefits by giving project permission to the students. The
company will come to know the advantages and disadvantages of all the departments and
the students will give suggestions by doing the projects. The one more advantage is the
company may take talented people in to their work.

Conclusion:
In any industry, customers are hard to retain. Customer churn will never completely
cease, but paying attention to customer needs will help reduce and mitigate the effects of
the turnover

Good customer service is the backbone of any business. Without good customer service,
customers are more likely to get irritated and never return. Good customer service, on the
other hand, will help to retain irritated customers who have a dispute of some type, and
will also help to retain new customers.

Not just customer service delivery representatives, but all employees of a company are
responsible for delivering good customer service, and delivery means being a dedicated,
empowered, linked, informed, valued, and experienced representative who accepts
responsibility. Customer service is the beginning and the end for any business.

HET’S Institute of Management Studies, Hubli 62

All businesses are in service because without customers there would be no business. If
customer service is not at the exceptional level, then the company missing incredible
opportunities to build your business and company wasting a lot of money and resources.
And, if that isn't bad enough, your poor customer service is growing competitor's
business. So the service delivery is very important to any business. And the employees
have to play their role effectively in the organization.

“A Study on employee’s role in service delivery of Miven Mayfran

conveyors limited”
QUESTIONNAIRE

1) Name: ……………………
2) Contact details:………………….
3) Educational qualification: SSLC  PUC  ITI  Diploma BE 
4) Department:  Production  HR  Sales  Accounts 
5) Year of service:  Up to 5 years  5 -10 years  10 -15 years  above 15
years

1. How many days you will take to deliver the product?

a. one week b. two weeks c. three weeks d. depend on customer
specification

2. How much time you will take to respond to the customer complaints?
a. within a day b. within a week c. depend upon the area d. within a month

3. Are the employees are playing effective role in service delivery?

a. Yes b. No

4. How would you rate the role of employee (1 being the lowest and 5 being the
highest) in delivery of service?

1 2 3 4 5

5. Does the employee of your organization affect the quality & satisfaction of
service delivery?
a. Yes b No

6. Are you giving free services to your customers?

HET’S Institute of Management Studies, Hubli 63
 a. Yes b. No

7. Are you giving any replacement (if any fault is their in your conveyers) facility to
your customer?
a. Yes b. No

8. Are you going to the customer to respond to their complaints?

a. Yes b. No

9. Are you giving any user guide to the customer to know how to operate the
conveyers?
a. Yes b. No

10. How many services you will provide in the assurance time?
a. 2 b 3 c. more than three d. depend upon the specification of conveyers

11. Are you giving service at affordable price after the assurance period?
a. Yes b. No

12. Are you extending the assurance period if the customer is ready to pay the extra
amount?
a. Yes b. No

13. What is the role of your job with respect to the product?
Department and role
Assemble- assemble
Machine shop- machining, turning, shaping
Fabrication- fabrication
Fresh shop- sharing, bending plates
Electrical- electric

14. Are you influencing your company brand by your effective performance?
a. Yes b. No
15. Are you maintaining customer relation with the customer?
a. Yes b. No
16. How would you measure your customer satisfaction across your service delivery?
a. complaints b. Re-buy c. survey d. all

HET’S Institute of Management Studies, Hubli 64

Bibliography:
Internet:
WWW.Google. Com
Www. Wikkipidia.com
www.mivenmayfran.com

HET’S Institute of Management Studies, Hubli 65