SHREEPATIGONDA GAS AGENCY INDI

BABASAB PATIL

SHREEPATIGONDA GAS AGENCY INDI

EXECUTIVE SUMMARY INDUSTRY PROFILE

Do take some time off for a brief interl !e "it# t#e $ast% as "e take &o ba'k in time to t#e e(ol tion of B#arat Petrole m Cor$oration Limite!) A ne" '#a$ter in t#e #istor& of In!ian in! str&) Petrole m *!eri(e! from Latin Petra + ro'k an! ole m + oil, first 'ame $ in "ells !rille! for salt) Peo$le fo n! it sef l as ill minatin- oil an! t#e !eman! for it stea!il& in'rease!) T#e !e(elo$ment an! $romotion of effi'ient kerosene+b rnin- a$$lian'es for li-#tin- an! 'ookin- "as an im$ortant $art of kerosene sellin- a'ti(it& t#e 'om$an& intro! 'e! LPG as a 'ookin- f el to t#e In!ian #ome in t#e mi!+1./0s) An! all alon-% it "ent be&on! sellin- $etrole m% An a-reement to b il! a mo!ern refiner& at Tromba&% Bomba& "as si-ne! bet"een t#e B rma# S#ell -ro $ of 'om$anies an! t#e Go(ernment of In!ia on 1/t# De'ember 1./1) T#e Gas In! str& $la&s (er& im$ortant role be'a se it is (er& essential for e(er& # man beinSo t#at t#ere are fo r 'om$an& like B#arat -as% Hin! stan -as% In!ian -as an! relian'e -as et' t#e almost all t#e $eo$le are sin- t#e -as for 'ookin- an! for t#e (e#i'les T#e 'om$anies

an! t#e -o(ernment #as ma!e some r les for t#e ne" 'onne'tions t#at t#e r les t#e s#o l! #a(e t#e ration 'ar! an! t#e i!entit& 'ar! or (oter 'ar! If #e s bmit t#e abo(e !o' ment 1ero2 if t#e !istrib tor is #a(in- t#e one+"a& #e "ill -i(e t#e 'onne'tion on t#e same !a&) if t#e !istrib ter is not #a(in- t#e one+"a& t#e #e "ill maintain t#e "atin- list of t#e ne" 'onne'tions

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SHREEPATIGONDA GAS AGENCY INDI

Company profile
B#arat-as from B#arat Petrole m #as !ominate! t#e LP Gas market in In!ia for o(er t#ree !e'a!es) To!a&% 3/ million #omes in In!ia% "ake $ ea'# mornin- to en4o& 5t#e ' $ t#at '#eers5 $re$are! on B#arat-as) Similarl&% # n!re!s of 'ommer'ial an! in! strial establis#ments start t#eir !a&% 'onfi!ent an! se' re% #a(in- entr ste! t#eir LP Gas nee!s to B#arat Petrole m)

A $ioneer in more "a&s t#an one% B#arat-as #as bro -#t man& inno(ati(e offerin-s to t#e ' stomers6) To name a fe"7

Eas& a''ess to ' stomers t#ro -# (ario s mo!es in'l !in- online a''ess Home !eli(er& of '&lin!ers 8al e a!!e! ser(i'es to ' stomers b& (ent rin- into allie! b siness to meet 'ons mers6 #o se#ol! nee!s

LP Gas s $$lies t#ro -# $i$eline to me-a resi!ential 'om$le2es B#arat-as + "#ere inno(ation is a "a& of life999

NEED FOR THE STUDY

T#e main $ r$ose of t#e st !& is to n!erstan! t#e satisfa'tion of ' stomers to"ar!s after sales ser(i'es of s#ree$at#-o !a -as a-en'& "#i'# "ill #el$ t#e 'om$an& to make $ro$er marketin- strate-& to ren!er -oo! ser(i'es an! satisf& t#e nee!s of t#e ' stomers) T#e st !& "ill #el$ t#e 'om$an& to make $ro$er strate-ies an! em$#asi1e on t#eir "eaker areas

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SHREEPATIGONDA GAS AGENCY INDI

O!"ECTIVES OF THE STUDY

To n!erstan! t#e effi'ien'& an! effe'ti(eness of e2istin- ser(i'es at s#ree$ati-o !a -as a-en'& In!i To kno" t#e ' stomers o$inion "it# re-ar! to after sales ser(i'e of t#eir -as !eli(er& To kno" t#e satisfa'tion of ' stomer "it# re-ar! to $ost sales ser(i'es) To i!entif& t#e fa'tors "#i'# affe'ts im$ro(ement an! !e(elo$ment in ren!erinser(i'e

SCOPE OF THE STUDY

T#e st !& "ill #el$ t#e 'om$an& to kno" t#eir effi'ien'& an! effe'ti(eness of e2istin- ser(i'es) T#e 'om$an& 'an fin! o t t#e im$a't of ser(i'e in !e(elo$in- ne" ' stomers) T#e st !& "ill #el$ t#e 'om$an& to make $ro$er marketin- strate-& for t#eir "eaker areas) T#e st !& 'o(ers t#e ' stomers of s#ree$ati-o !a -as a-en'& in!i to"n

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SHREEPATIGONDA GAS AGENCY INDI

RESEARCH METHODOLO#Y
Data source Primary (field survey) Secondary (Internet, Broachers.) Area of research Research A roach Indi Survey !ethod "uestionnaire All e$isting and otential customers Catalogues,

Research Instrument Sam le #nit

Sam ling !ethod Sam le Si%e Data Analysis(

Random sam ling &'' units S ss

LIMITATIONS OF THE STUDY

Not sin-le "ork is e2'e$tion to t#e limitations e(er& "ork #as -ot its o"n

limitations% so ! e to time 'onstraint% m& st !& 'onfines onl& to in!i to"n an! it is not $ossible to make e2tensi(e st !&) It is ass me! t#at t#e sam$le sele'te! re$resents entire $o$ lation) a) Be'a se of time 'onstraint% m& st !& 'onfines onl& to In!i to"n an! it is not $ossible to make e2tensi(e st !&) b) B& b s& s'#e! le of t#e e2e' ti(es it is !iffi' lt to e2tra't more information from t#em) ') <n"illin-ness of -as o"ners #as left s to make ran!om 'on'l sions)

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SHREEPATIGONDA GAS AGENCY INDI

MA"OR FINDIN#S
3=> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in 30+:0 !a&s)

1;> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in :0+/0 !a&s)/0> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in /0+=0 !a&s an! ?#ile 10> of t#em sa& t#at t#e& refill t#e '&lin!er abo(e =0 !a&s) @A :/> of t#e res$on!ents are bookin- t#eir '&lin!ers b& meetin- $ersonall& an!

?#ile remainin- =/> is bookin- t#eir '&lin!er b& $#one 10> of t#e res$on!ents are sa&s t#at t#e !ealer !eli(er t#e '&lin!er on same !a& $ /1> of t#em sa&s t#at !ealer !eli(ers t#e '&lin!er on 1 B 3 !a&s $ 3.> of t#em sa&s t#at !ealer !eli(er t#e '&lin!er on 3 B : !a&s% an! ?#ile 10> of t#em sa&s t#at !ealer !eli(er t#e '&lin!er on ; B = !a&s) :> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to o t !oor% C0> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to kit'#en) 30> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to store room% ?#ile remainin- C> of t#em are in fa(or ./> of res$on!ents are sa&s t#at t#e !eli(er& men !oes not '#ar-e e2tra amo nt ot#er t#en bille! amo nt an! Nearl& /> of t#e res$on!ents are sa&s t#at t#e !eli(er& men '#ar-e / B 10 Rs e2tra amo nt ot#er t#en bille! amo nt) D0> of t#e res$on!ents are in fa(o r of (er& -oo! o(er all $erforman'e of s#ree$ati-o !a -as a-en'& % 10> of t#em are in fa(o r of -oo! $erforman'e an! from t#e anal&sis 10> of t#em are in fa(o r of neit#er -oo!Eba! o(er all $erforman'e of s#ree$ati-o !a -as a-en'&)

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SHREEPATIGONDA GAS AGENCY INDI

CONCLUSION
Less t#an anti'i$ate! -ro"t# in t#e fa'e of intensif&in- 'om$etition an! risin- 'osts 'an #ar!l& be e2$e'te! to -et t#e 'om$an& foamin-) S#ree$ati-o !a -as a-en'& is e2'l si(e s#o"room an! it is a "ell kno"n ser(i'e $ro(i!er for B#arat -as an! t#e& are "ell establis#e! in $ro(i!in- satisfa'tor& after sales ser(i'es to its ' stomers) B& seein- t#e obser(ations most of t#e ' stomers are #a(in- $ositi(e $er'e$tion to"ar!s S#ree$ati-o !a -as a-en'& an! are satisfie! "it# its ser(i'es s '# as A(ailabilit& of Timel& an! safe !eli(er&% Staff s $$ort% Traine! Fe'#ani's et')

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SHREEPATIGONDA GAS AGENCY INDI

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SHREEPATIGONDA GAS AGENCY INDI

INTRODUCTION OF STUDY
T#e st !& "as to -ain im$ro(e! n!erstan!in- of t#e for'es an! fa'tors $resent in after+sales a'ti(ities% an! t#e role of t#ese in en#an'in- or en!an-erin- b siness) T#e ob4e'ti(e "as to -ain a better n!erstan!in- of #o" a s $$lier 'o l! s ''essf ll& mana-e its 5' stomer 'are5 a'ti(ities in t#e !&nami' Gas market) T#e term% 5'are5 is se! e2tensi(el& in t#e st !& as a !oor"a& into t#e "orl! of after sales a'ti(ities as "ell as an or-ani1in- 'onstr 't for inter$retin- "#at "as fo n!) T#e 'on'e$t of 'are in'l !es a'ti(ities relate! to maintenan'e an! $re(enti(e maintenan'e) It a!!itionall& in'l !es ser(i'es t#at 'an link ba'k to #el$ en#an'e $re+e2istin- 'a$abilities for !eli(er& of $ro! 'ts or s&stems) Pro'esses an! meas res of ' stomer satisfa'tion an! lo&alt& $ro(i!e t"o 'riti'al as$e'ts of t#e st !&)

T#e im$ortan'e of t#e 'on'e$t of 'are an! t#e a'tions t#at !efine it "ere fo n! to be 'riti'all& im$ortant for a ' stomer6s total satisfa'tion) T#e im$ortan'e of t#e 'are $#ase in t#e total ' stomer $ro'ess "as fo n! to in'rease as t#e ' stomer relations#i$ mat res)

T#is "ork% arri(e! o t to im$lement t#is i!ea% ill strates t#at t#ere is a -reat% nreali1e! $otential% $arti' larl& in t#e 'reation of a (iable mo!el of after sales ' stomer 'are able to a''ommo!ate t#e 'om$le2it& of 'ontem$orar& b siness !e(elo$ment)

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SHREEPATIGONDA GAS AGENCY INDI

In%&'(ry profile

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SHREEPATIGONDA GAS AGENCY INDI

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SHREEPATIGONDA GAS AGENCY INDI S)ri* A')o+ Sin)a C)airman , Mana-in- Dire.(or S)ri* S* Ra%)a+ri')nan Dire.(or /Mar+e(in-0 S)ri* R* 1* Sin-) Dire.(or /Refinerie'0 S)ri* S* 1* "o')i Dire.(or /Finan.e0 S)ri S* Mo)an Dire.(or /H&man Re'o&r.e'0 Prof* S* 1* !ar&a Dire.(or Prof* A* H* 1alro Dire.(or M'* Rama !i2ap&r+ar Dire.(or Prof* N* Ven+i(e')3aran Dire.(or S)ri T* !ala+ri')nan Prin.ipal /In%&'(rie' #o4ernmen( of 1erala Se.re(ary , Commer.e0$

S)ri P* 1* Sin)a A%%i(ional Se.re(ary Mini'(ry of Pe(role&m , Na(&ral #a'

Finan.ial

A%4i'or$

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SHREEPATIGONDA GAS AGENCY INDI

Company 4i'ion an% mi''ion O&r Vi'ion

To be'ome market lea!ers in C stomer Ser(i'e "it# t#e #i-#est ' stomer satisfa'tion in!e2% an! t#e #i-#est safet& stan!ar!s)

O&r

Mi''ion

To make B#arat -as a !ominant bran! in t#e se-ments "e market% b& be'omin- tren!setters in C stomer Ser(i'e% Safet& an! G alit&)

!)ara(

Pe(role&m

Ener-i6in-

Li4e'

B#arat Petrole m% one of t#e sin-le !i-it In!ian re$resentati(es in t#e Hort ne /00 I Horbes 3000 listin-s% BPCL is often referre! to as an 5FNC in PS< -arb5) An ar!ent $ rs er of J alitati(e e2'ellen'e an! a $ioneer in marketin- initiati(es% em$lo&s t#e 5Best in Class5 $ra'ti'es% for ma2imi1ation of ' stomer satisfa'tion)

?it# a t rno(er of <SD 3C billion an! a net "ort# of o(er <SD 3 billion% it is an Oil Giant in In!ia) It markets t#e f ll ran-e of $etrole m $ro! 'ts *t#ro -#$ t of 3; million tonnes ! rin300=+0C, an! #as an all+In!ia $resen'e t#ro -# 3 refineries% 1:: Oil installations I !e$ots an! ;D LP Gas bottlin- $lants) Its e2tensi(e marketin- net"ork 'om$rises of aro n! C%;00 retail o tlets% o(er 31/0 LPG !istrib tors I 1000 SKOELDO !ealers)

O(er t#e &ears% B#arat Petrole m meetin- t#e '#allen-es of t#e ra$i!l& '#an-inen(ironment% #as le! t#e '#an-es in t#e marketin- of $ro! 'ts an! ser(i'es) In all t#ese '#an-es% onl& one fa'tor #as remaine! 'onstant an! #as been t#e so r'e of B#arat Petrole m6s stren-t# an! ins$iration for an& f t re inno(ations + B#arat Petrole m6s Peo$le)

B#arat Petrole m #as al"a&s been on t#e forefront of #arnessin- te'#nolo-& initiati(es for

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SHREEPATIGONDA GAS AGENCY INDI ma2imi1ineffi'ien'& an! a'#ie(in-reater ' stomer satisfa'tion)

B#arat

Petrole m

'onstantl&

$ro(i!in-

(al e

to

stake

#ol!ers9

Bharatgas
B#arat-as from B#arat Petrole m #as !ominate! t#e LP Gas market in In!ia for o(er t#ree !e'a!es) To!a&% 3/ million #omes in In!ia% "ake $ ea'# mornin- to en4o& 5t#e ' $ t#at '#eers5 $re$are! on B#arat-as) Similarl&% # n!re!s of 'ommer'ial an! in! strial establis#ments start t#eir !a&% 'onfi!ent an! se' re% #a(in- entr ste! t#eir LP Gas nee!s to B#arat Petrole m)

A $ioneer in more "a&s t#an one% B#arat-as #as bro -#t man& inno(ati(e offerin-s to t#e ' stomers6) To name a fe"7

Eas& a''ess to ' stomers t#ro -# (ario s mo!es in'l !in- online a''ess Home !eli(er& of '&lin!ers 8al e a!!e! ser(i'es to ' stomers b& (ent rin- into allie! b siness to meet 'ons mers6 #o se#ol! nee!s

LP Gas s $$lies t#ro -# $i$eline to me-a resi!ential 'om$le2es An inno(ati(e sol tion to rea'# LP Gas s $$lies to r ral an! remote areas t#ro -# t#e 5R ral5 Farketin- 8e#i'le

Re(ol tioni1in- t#e metal ' ttin- I bra1in- in! str& "it# t#e ne" $ro! 't + B#arat Fetal C ttin- Gas) B#arat-as + "#ere inno(ation is a "a& of life999

A3ar%' , A..ola%e'

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SHREEPATIGONDA GAS AGENCY INDI

7inner' of Oil In%&'(ry Safe(y A3ar% for ()e year'

Hrom 1..3 to 300= t#e BPCL #as "on t#e safet& a"ar! for oil in! str&

Oil In%&'(ry Safe(y A3ar%' "ere instit te! in or!er to in' l'ate 'om$etiti(eness
amon- oil 'om$anies to im$ro(e t#eir safet& $erforman'e)

Safet& $erforman'e of t#e 'om$etin- or-ani1ations E installations is e(al ate! "it# t#e #el$ of a ne" 'riteria !e(elo$e! at OISD "#i'# takes into 'onsi!eration% t#e total loss 'on'e$t i)e) fatalities% fires% lost time% !ire't I in!ire't losses et') an! also t#e #a1ar! $otentials)

O()er A3ar%'

1)&r%a LP# Plan( 7+

Re'ei(e! Orissa State Safet& A"ar! on Best $erforman'e in safet& I en(ironment b& Dire'tor of Ha'tories I Boilers% Orissa on 3;)0/)300:

1)&r%a LP# Plan( 5

Re'ei(e! Orissa State Safet& A"ar! on Lo"est "ei-#te! freJ en'& rate of a''i!ent b& Dire'tor of Ha'tories I Boilers% Orissa on 3C)11)300;

1)&r%a LP# Plan( 5

Re'ei(e! Orissa State Safet& A"ar! on Lo"est "ei-#te! freJ en'& rate of a''i!ent b& Dire'tor of Ha'tories I Boilers% Orissa on 1D)13)300=

1ol+a(a LP# Terri(ory 7+

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SHREEPATIGONDA GAS AGENCY INDI Re'ei(e! t#e Certifi'ate of a$$re'iation in t#e Greente'# En(ironment A"ar!s in 300C

"aip&r LP# 8o((lin- plan( 5

Re'ei(e! t#e 'afe(y a3ar% from Britis# Safet& Co n'il for t#e &ear 1..1 in re'o-nition an! 'ommen!ation of ser(i'es ren!ere! in t#e 'a se of safet&)

1&rnool LP# Terri(ory 5

I( #as been a"ar!e! 9T)e .er(ifi.a(e of .ommen%a(ion: b& K rnool Distri't Cons mers Prote'tion Co n'il for t#e ser(i'es $ro(i!e! to t#e ' stomers 'onse' ti(el& for t#e &ears 3001+03 an! 3003+0:) Roor+ee Terri(ory %i'(ri8&(or M;'* P&')pa+ #a' Ser4i.e$ Har%3ar "as fa'ilitate! b& L 8is#(a <$b#okta San-at#an% Sa#aran$ rL for 9U((am #ra)a+ Se4a9 in a f n'tion #el! at Har!"ar)

7ai LP# Plan( #a(e been a"ar!e! :Cer(ifi.a(e of Meri(: for 5Feritorio s $erforman'e
in Safet& in t#e Fa#arastra Safet& A"ar!s Com$etition + 30035) Solap&r LP# Plan( #a(e been a"ar!e! :Cer(ifi.a(e of Meri(: for 5Feritorio s $erforman'e in Safet& in t#e Fa#arastra Safet& A"ar!s Com$etition + 30035) 7ai Terri(ory re'ei(e! a"ar!s from National Safet& Co n'ilL Fa#aras#tra C#a$ter for Feritorio s $erforman'e in In! strial Safet& as n!er 7 Fa#aras#tra Safet& A"ar! + 3003) Fa#aras#tra Safet& A"ar! + 300:) Fa#aras#tra Safet& A"ar! + 300;) Fa#aras#tra Safet& A"ar! + 300/) Fa#aras#tra Safet& A"ar! + 300=)

"al-aon Terri(ory "on t#e follo"in- a"ar!s7

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SHREEPATIGONDA GAS AGENCY INDI Fa#aras#tra Safet& A"ar! B& National Safet& Co n'il Hor Year 300=) Fa#aras#tra Safet& A"ar! B& National Safet& Co n'il Hor Year 300/) Fa#aras#tra Safet& A"ar! B& National Safet& Co n'il Hor Year 300;) Fa#aras#tra Safet& A"ar! B& National Safet& Co n'il Hor Year 300:) Fa#aras#tra Safet& A"ar! B& National Safet& Co n'il Hor Year 3003) R nner <$ L C stomer C#oi'e A"ar! Hor T#e Year 3001+03)

S&ra( Terri(ory 5
It #as ba--e! t#e LCertifi'ate of A$$re'iationL for t#e &ear 300/ from G 4arat State Safet& Co n'il n!er Cate-or& II -ro $ of In! stries)

")an'i Terri(ory 7+
Re'ei(e! t#e $resti-io s B#arati&a Rastri&a S raks#a Paris#a!% S raks#a P raskar+ 300: on t#e basis of e(al ation of Performan'e for t#e Past t#ree &ears 3000+300:)

Piyala Terri(ory 7+
Re'ei(e! t#e S$e'ial $ri1e in Petrote'# 300C $#oto e2#ibition) Piyala Terri(ory "on t#e Greente'# en(ironment e2'ellen'e sil(er a"ar! 300C)

Alla)a8a% Terri(ory 7+
Re'ei(e! a 'itation from Horest De$t% Go(t of <ttar Pra!es# for #a(in- $lante! /000 trees on a sin-le !a& insi!e Alla#aba! LPG Plant on :1st M l& 60C)

Lalr& LP# Plan( 7+

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SHREEPATIGONDA GAS AGENCY INDI Re'ei(e! t#e Safet& A"ar! for t#e Year 300/ from Dire'torate of Ha'tories% P n4ab I P n4ab In! strial Safet& Co n'il)

Lalr& LP# Plan( Safet& A"ar! for t#e Year 300= from Dire'torate of Ha'tories% P n4ab
I P n4ab In! strial Safet& Co n'il)

U%aip&r LP# Plan( A"ar!e! T#e Best In! strial <nit Of Fe"ar Re-ion B& C#amber
Of Commer'e Hor T#e Year 300:+0;)

U%aip&r LP# Plan( A"ar!e! T#e Best In! strial <nit Hor En(ironment Conser(ation
B& Rotar& Cl b <!ai$ r Hor T#e Year 300:+0;)

C)ennai LP# Plan( em$lo&ee% Fr)S)K)Fanika(asa-am "as a"ar!e! "it# L<&arn!#a

<1#a$$alarL i)e) Best ?orker a"ar! from t#e Ha'tories De$artment Go(t) of Tamil Na! for t#e &ear 300:+0;)

!an-alore LP# Plan( a"ar!e! Best Safe Plant L II Pri1e b& Go(t) of Karnataka%
Finistr& of Labo r% De$t)of Ha'tories I Boilers for t#e &ear 300=)

T&(i.orin LP# + Hollo"in- staff "on a"ar!s in t#e 'om$etition 'on! 'te! b& National
Safet& Co n'il+ Tamilna! '#a$ter7 Fr)P)K)Ar m -a$er mal% "on II $ri1e in Slo-an 'om$etition+ *Tamil, Fr)G)T#it na( kkaras "on 'onsolation $ri1e in Slo-an 'om$etition *En-lis#,)

T)e "o&rney of !)ara( pe(role&m .orpora(ion limi(e%

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SHREEPATIGONDA GAS AGENCY INDI

#lorio&' Heri(a-e

Early Hi'(ory 5 Da3n of a Ne3 Era

Do take some time off for a brief interl !e "it# t#e $ast% as "e take &o ba'k in time to t#e e(ol tion of B#arat Petrole m Cor$oration Limite!) A ne" '#a$ter in t#e #istor& of In!ian in! str&) Petrole m *!eri(e! from Latin Petra + ro'k an! ole m + oil, first 'ame $ in "ells !rille! for salt) Peo$le fo n! it sef l as ill minatin- oil an! t#e !eman! for it stea!il& in'rease!) Sam el Kier% a Pittsb r-# !r --ist% bottle! an! markete! Petrole m as me!i'inal ' re) To market a !eo!orise! (ariant% #e !esi-ne! t#e first $rimiti(e refiner& in 1D/3% "#i'# "as a # -e im$ro(ise! kettle% 'onne'te! to a metal tank) 6Colonel6 E!"in Drake an! 6<n'le6 Bill& Smit# !rille! a "ell "it# t#e s$e'ifi' ob4e'ti(e of fin!in- oil% an! on 3Ct# A - st 1D/.% t#e& 6str 'k oil6 at Tit s(ale% in Nort# ?estern Penns&l(ania% <SA% at a !e$t# of =.)/ ft)

From No()in- (o #ol%

T#e 1D=0s sa" (ast in! strial !e(elo$ment) A lot of $etrole m refineries also 'ame $) An im$ortant $la&er in t#e So t# Asian market t#en "as t#e B rma# Oil Com$an&) T#o -# in'or$orate! in S'otlan! in 1DD=% t#e 'om$an& -re" o t of t#e enter$rises of t#e Ran-oon Oil Com$an&% "#i'# #a! been forme! in 1DC1 to refine 'r !e oil $ro! 'e! from $rimiti(e #an! ! - "ells in <$$er B rma) T#e sear'# for oil in In!ia be-an in 1DD=% "#en Fr) Goo!eno -# of F'Killo$ Ste"art Com$an& !rille! a "ell near Ma&$ore in $$er Assam an! str 'k oil) In 1DD.% t#e Assam

Rail"a& an! Tra!in- Com$an& *ARTC, str 'k oil at Di-boi markin- t#e be-innin- of oil $ro! 'tion in In!ia)

BABASAB PATIL

1.

SHREEPATIGONDA GAS AGENCY INDI ?#ile !is'o(eries "ere ma!e an! in! stries e2$an!e!% Mo#n D Ro'kefeller to-et#er "it# #is b siness asso'iates a'J ire! 'ontrol o(er n mero s refineries an! $i$elines to later form t#e -iant Stan!ar! Oil Tr st) T#e lar-est ri(als of Stan!ar! Oil + Ro&al D t'#% S#ell% Rot#s'#il!s + 'ame to-et#er to form a sin-le or-anisation7 Asiati' Petrole m to market $etrole m $ro! 'ts in So t# Asia) In 1.3D% Asiati' Petrole m *In!ia, 4oine! #an!s "it# B rma# Oil Com$an& + an a'ti(e $ro! 'er% refiner an! !istrib tor of $etrole m $ro! 'ts% $arti' larl& in In!ian an! B rmese markets) T#is allian'e le! to t#e formation of B rma#+S#ell Oil Stora-e an! Distrib tinCom$an& of In!ia Limite!)

T)e Pioneerin- Spiri( 5 !&rma) S)ell Mar+e(inA $ioneer in more "a&s t#an one% B rma# S#ell be-an its o$erations "it# im$ort an! marketin- of Kerosene) T#is "as im$orte! in b lk an! trans$orte! in ; -allon an! 1 -allon tins t#ro -# rail% roa! an! 'o ntr& 'raft all o(er In!ia) T#e 'om$an& took $ t#e '#allen-e of rea'#in- o t to t#e $eo$le e(en in t#e remote (illa-es to ens re e(er& #ome #a! its s $$l& of kerosene) T#e !e(elo$ment an! $romotion of effi'ient kerosene+b rnin- a$$lian'es for li-#tin- an! 'ookin- "as an im$ortant $art of kerosene sellin- a'ti(it&) ?it# motor 'ars% 'ame 'anne! Petrol% follo"e! b& ser(i'e stations) In t#e 1.:0s% retail sales $oints "ere b ilt "it# !ri(e"a&s set ba'k from t#e roa!N ser(i'e stations be-an to a$$ear an! be'ame a''e$te! as a $art of roa! !e(elo$ment) After t#e "ar B rma# S#ell establis#e! effi'ient an! $+to+!ate ser(i'e an! fillin- stations to -i(e t#e ' stomers t#e #i-#est $ossible stan!ar! of ser(i'e fa'ilities) On 1/t# O'tober 1.:3% "#en 'i(il a(iation arri(e! in In!ia% t#e 'om$an& #a! t#e #ono r of f ellin- M)R)D) Tata6s #istori' solo fli-#t in a sin-le en-ine! !e Ha(illian P ss Fot# from Kara'#i to Bomba& *M # , (ia A#me!aba!) T#irt& &ears later% i)e) in 1.=3% B rma# S#ell

BABASAB PATIL

30

SHREEPATIGONDA GAS AGENCY INDI a-ain #a! t#e $ri(ile-e to f el MRD Tata6s re+ena'tment of t#e ori-inal fli-#t) B rma# S#ell also f elle! fl&in- boats% "#i'# 'arrie! airmail at sli-#tl& #i-#er rates t#an sea trans$ort% at se(eral lo'ations) As a tr e $ioneer "o l!% t#e 'om$an& intro! 'e! LPG as a 'ookin- f el to t#e In!ian #ome in t#e mi!+1./0s) An! all alon-% it "ent be&on! sellin- $etrole m% to e! 'ate t#e ' stomer) Besi!es sellin- Bit men% t#e 'om$an& $ioneere! !esert roa! 'onstr 'tion% trainin- roa! en-ineers) It $ro(i!e! free te'#ni'al ser(i'es to in! strial ' stomers + bi- an! small + an! it be'ame a $art of t#e 'om$an&6s ' lt re)

On S(ream 5 T)e !&rma) S)ell Refinery

An a-reement to b il! a mo!ern refiner& at Tromba&% Bomba& "as si-ne! bet"een t#e B rma# S#ell -ro $ of 'om$anies an! t#e Go(ernment of In!ia on 1/t# De'ember 1./1) B rma# S#ell Refineries Limite! "as in'or$orate! as a $ri(ate limite! 'om$an& n!er t#e In!ian Com$anies A't on :r! No(ember 1./3% an! "ork be-an on t#e mars#lan! of Tromba& at Bomba&) Fan an! ma'#ine "orke! relentlessl&% an! soon t#e s"am$s -a(e "a& to to"ers an! tanks of steel% an! miles of $i$eline) T#e refiner& on ;/; a'res of lan! at (illa-e Fa# l "ent on+stream on :0t# Man ar& 1.//% one &ear a#ea! of s'#e! le) Dr) S) Ra!akris#nan% 8i'e Presi!ent of In!ia% !e'lare! t#e 3)3 FFTPA *Fillion Fetri' Tonnes Per Ann m, Refiner& o$en on 1Ct# Far'# 1.//) It "as t#en t#e lar-est refiner& in In!ia t#en) ?it# t#is infrastr 't re% free In!ia mo(e! one ste$ 'loser to self+relian'e)

From !&rma) S)ell (o !)ara( Pe(role&m

On 3;t# Man ar& 1.C=% t#e B rma# S#ell Gro $ of Com$anies "as taken o(er b& t#e Go(ernment of In!ia to form B#arat Refineries Limite!) On 1st A - st 1.CC% it "as rename! BABASAB PATIL 31

SHREEPATIGONDA GAS AGENCY INDI B#arat Petrole m Cor$oration Limite!) It "as also t#e first refiner& to $ro'ess ne"l& fo n! in!i-eno s 'r !e *Bomba& Hi-#,% in t#e 'o ntr&)

S)apin- ()e F&(&re

T#e 'ore stren-t# of B#arat Petrole m Cor$oration Limite! #as al"a&s been t#e ar!ent $ rs it of J alitati(e e2'ellen'e for ma2imisation of ' stomer satisfa'tion) T# s B#arat Petrole m% t#e erst"#ile B rma# S#ell% #as to!a& be'ome one of t#e most formi!able names in t#e $etrole m in! str&) B#arat Petrole m $ro! 'es a !i(erse ran-e of $ro! 'ts% from $etro'#emi'als an! sol(ents to air'raft f el an! s$e'ialit& l bri'ants an! markets t#em t#ro -# its "i!e net"ork of Petrol Stations% Kerosene Dealers% LPG Distrib tors% L be S#o$$es% besi!es s $$l&in- f el !ire'tl& to # n!re!s of in! stries% an! se(eral international an! !omesti' airlines)

Dynami. #ro3() Po'( Na(ionali'a(ion

Hollo"in- Nationalisation in 1.C=% B#arat Petrole m '#an-e! -ears an! embarke! $on a ra$i! -ro"t# $at#) T rno(er% $rofitabilit& an! finan'ial reser(es -re" b& lea$s an! bo n!s) Fassi(e e2$ansion an! mo!ernisation $ro(i!e! a tremen!o s boost to t#e 'om$an&6s $erforman'e) Lar-e+s'ale re'r itment an! trainin- be'ame 'riti'all& im$ortant to meet t#e !eman!s of e2$ansion)

T)e 7in%' of C)an-e 5 A Tran'forme% Or-ani'a(ion Emer-e'

O$enin- $ of t#e In!ian e'onom& in t#e nineties bro -#t "it# it more 'om$etition an! '#allen-es% kin!le! b& t#e $#ase! !ismantlin- of t#e A!ministere! Pri'in- Fe'#anism *APF, an! emer-en'e of a!!itional 'a$a'ities in t#e re-ion in refinin- an! marketin-) In 1..=% B#arat Petrole m "ent t#ro -# a $ro'ess of (isionin-% in(ol(in- $eo$le at all le(els% "#i'# e(ol(e! a s#are! (ision an! a set of s#are! (al es) Base! on t#is% t#e 'om$an& restr 't re! itself% in a $roa'ti(e mo(e to a!a$t to t#e emer-in- 'om$etiti(e s'enario) T#e

BABASAB PATIL

33

SHREEPATIGONDA GAS AGENCY INDI f n'tion+base! str 't re "as 'aref ll& !ismantle! an! re$la'e! "it# a $ro'ess+base! one) T#is ma!e t#e 'om$an& more res$onsi(e to its ' stomer nee!s) B#arat Petrole m realises t#at% in t#e lon- r n% s ''ess 'an onl& 'ome "it# a total reorientation an! '#an-e in a$$roa'# "it# t#e ' stomer as t#e fo'al $oint) To!a&% B#arat Petrole m is restr 't re! into a Cor$orate Centre% Strate-i' B siness <nits *SB<s, an! S#are! Ser(i'es an! Entities) T#e or-anisational !esi-n 'om$risin- of fi(e ' stomers fa'inSB<s% (i1) A(iation% In! strial an! Commer'ial% LPG% L bri'ants an! Retail an! one asset base! SB<% (i1) Refiner&% is base! on t#e $#iloso$#& of -reater ' stomer fo' s)

T)e Planne% Approa.)

In'reasin- -lobalisation% ne" $ro! 'ts an! ser(i'es% an! inno(ati(e marketin- #a(e res lte! in a (er& market sa((& 'ons mer) T#e $ro! 'tion+base! s ''ess $#iloso$#& of marketers #as no" been re$la'e! b& a ' stomer+oriente! $#iloso$#&) B#arat Petrole m #as taken 'o-nisan'e of t#is sit ation "ell in time an! #as been takin- ra!i'al ste$s to kee$ itself att ne! to t#e '#an-in- times% realisint#at t#e f t re belon-s to t#ose "#o listen an! a!a$t to t#eir ' stomers)

S(ra(e-y De4elopmen(
B#arat Petrole m re'o-nises t#at all strate-i' initiati(es m st 'onform to t#e o(erall (ision oft#e Cor$oration an! im$ro(et#e e'onomi' (al e) T#e Strate-& De(elo$ment effort at t#e 'or$orate le(el a'#ie(es better fo' s in t#e ne" or-anisational str 't re% besi!es fa'ilitatint#e SB<s in !e(elo$in- t#eir res$e'ti(e strate-ies t#at lea! to an inte-rate! Cor$orate Strate-&) A B siness Plannin- $ro'ess #as been $ t in $la'e t#at not onl& $ro(i!es o$$ort nities for t#e SB<s to $ rs e t#eir (isionar& -oals in 'onsonan'e "it# t#e Cor$orate

BABASAB PATIL

3:

SHREEPATIGONDA GAS AGENCY INDI 8ision% b t also 'ontin o sl& monitors tren!s an! i!entifies strate-i' o$$ort nities for t#e Cor$oration)

!ran% Mana-emen(
In t#e #i-#l& 'om$etiti(e s'enario% it #as be'ome im$erati(e to o"n !ominant bran!s) T#e Bran! Fana-ement team at B#arat Petrole m en!ea(o rs to b il! an! mana-e a stron- bran! ima-e refle'tin- B#arat Petrole m6s 'ore (al es of bein- 6INCARE6% (i1) INno(ati(e% CArinan! REliable) Em$#asis is lai! on 'ontin o sl& n!erstan!in- ' stomer be#a(io r% tra'kint#eir '#an-in- nee!s an! e2$e'tations% an! meetin- t#ese nee!s in t#e most 'ost+effe'ti(e manner)

Re'ear.) an% De4elopmen(

Resear'# an! !e(elo$ment Centre Al"a&s on t#e forefront to inno(ate% B#arat Petrole m is makin- !istin't efforts to"ar!s Resear'# an! De(elo$ment *R an! D,) Besi!es t#e R an! D fa'ilities at t#e Refiner& an! t#e Pro! 't A$$li'ation De(elo$ment Centre in Se"ree in F mbai% a ne" state+of+t#e+art Ran!D Centre is bein- set $ near Del#i) T#e R an! D Centre is bein- or-anise! aro n! t#ree 'ore -ro $s + Pro'ess an! Te'#nolo-& De(elo$ment% Pro! 't A$$li'ation De(elo$ment an! En(ironmental En-ineerin-) A total o tla& of Rs):%000 million #as been $lanne! to be s$ent in t#ree $#ases $ to t#e &ear 300:+0; on t#is $ro4e't)

Te.)nolo-i.al E%-e

BABASAB PATIL

3;

SHREEPATIGONDA GAS AGENCY INDI B#arat Petrole m #as al"a&s been on t#e forefront of #arnessin- te'#nolo-& initiati(es for BPCL #as been on forefront in #arnessin- te'#nolo-&) ma2imisin- effi'ien'& an! a'#ie(in-reater ' stomer satisfa'tion) B#arat Petrole m is t#e first P bli' Se'tor Oil Com$an& to im$lement Enter$rise"i!e Reso r'e Plannin- *ERP, sol tions + SAP) T#e im$lementation $ro4e't kno"n as ENTRANS *Enter$rise"i!e Transformation, #as been a"ar!e! t#e 6SAP Star Im$lementation A"ar!6% "it# B#arat Petrole m #a(in- t#e !istin'tion of e2e' tin- t#e lar-est an! t#e most ambitio s SAP $ro4e't in In!ia) T#e '#allen-e of SAP im$lementation "as to ens re t#at all t#e inte-rate! elements *of t#e 'om$le2 m lti+mo! lar inte-rate! sol tions t#at im$a't t#e entire "orkflo" of t#e or-anisation, "ork seamlessl& a'ross t#e len-t# an! brea!t# of t#e 'o ntr&% in'l !in- t#e remote lo'ations) Pro(i!in- online 'onne'ti(it& in t#ese remote lo'ations% -i(en t#e f ll+fle!-e! IT net"ork infrastr 't re% "as in itself a !a ntin- task) B#arat Petrole m is rea$in- t#e benefits of t#e inte-rate! s&stem in man& areas of its o$erations) T#e earl& -ains of im$lementation are in t#e areas of tra'kin- ' stomer+ re'ei(ables% monitorin- 're!it+mana-ement% in(entor& mana-ement% besi!es easin- t#e o$erations in a lar-e n mber of areas) H rt#ermore% B#arat Petrole m #as also set $ one of t#e bi--est 6Centres of E2'ellen'e6 in Asia to $ro(i!e online s $$ort to t#e en! sers an! also "ork to"ar!s 'ontin o s $-ra!es an! ne" -eneration

im$ro(ement in b siness $ro'esses an! #an!le $ro! 't $ro! 'ts)

?it# SAP as t#e IT ba'kbone% B#arat Petrole m $lans to take a!(anta-e of t#e Internet base! 'a$abilities alon- t#e entire (al e '#ain "it# a C stomer Relations#i$ Fana-ement sol tion) A lar-e !ata "are#o se $ro4e't #as also been im$lemente!% "#i'# fa'ilitates a''ess to real+ time a'' rate information on ke& $erforman'e in!i'ators at all B#arat Petrole m lo'ations)

BABASAB PATIL

3/

SHREEPATIGONDA GAS AGENCY INDI T#is enables t#e mana-ement to take strate-i' an! b siness !e'isions% t# s ens rin- (al e+ a!!e! ser(i'es% better ' stomer satisfa'tion an! en#an'e! s#are#ol!er (al e)

Peo$le Abo(e Oil

O(er t#e &ears% B#arat Petrole m 'ontin es to meet t#e '#allen-es of t#e ra$i!l& '#an-inen(ironment% lea!in- to '#an-es in t#e marketin- of $ro! 'ts an! ser(i'es) In all t#ese '#an-es% onl& one fa'tor #as remaine! 'onstant an! #as been t#e so r'e of B#arat Petrole m6s stren-t# an! ins$iration for an& f t re inno(ations + B#arat Petrole m6s Peo$le) T#e feelinof o"ners#i$ #as fa'ilitate! all em$lo&ees to n!erstan! t#e 'om$le2it& of t#e market an! nee!s of t#e ' stomers% an! res$on! to t#ese nee!s "it# inno(ati(e initiati(es an! offerin-s) Hor B#arat Petrole m% 'ommitment of its em$lo&ees is a 'riti'al reso r'e) H ll& realisin- t#at onl& a #a$$& em$lo&ee "ill $ t #is best foot for"ar! "it# t#e ' stomers% B#arat Petrole m #as taken man& ste$s to make t#e or-anisation a -reat $la'e to "ork) In a s r(e& 'on! 'te! b& He"itt Asso'iates for t#e Man ar& 3001 iss e of B siness To!a& ma-a1ine to i!entif& t#e best em$lo&ers% B#arat Petrole m "as ranke! amon- t#e to$ ten em$lo&ers in In!ia) T#e ob4e'ti(e of t#e st !& "as to fin! o t "#i'# 'om$anies #a! reall& '#ar-e! t#e emotional an! intelle't al ener-& of t#eir em$lo&ees) T#e ot#er 'om$anies "#o "ere sele'te! "ere Infos&s% He"lett+Pa'kar!% P an! G% ICICI% H -#es% LG% HLL% Com$aJ an! Asian Paints) B#arat Petrole m fosters effe'ti(e (al e+base! HR $ro'esses for !e(elo$ment of $eo$le an! t#eir or-anisational 'a$abilities "it# a (ie" to $ro(i!e t#em "it# a 'om$etiti(e e!-e an! also to realise t#eir $ersonal (ision in tan!em "it# t#e 'or$orate (ision) T#e t#r st areas in'l !e7

Performan'e Fana-ement "#i'# links b siness -oals "it# in!i(i! al $erforman'e -oals

Re'o-nisin- 'om$eten'ies an! 'a$abilities of t#e staff t#ro -# Com$eten'& Fo!ellin- to #el$ i!entif& an! $la'e t#e ri-#t $erson in t#e ri-#t 4ob

BABASAB PATIL

3=

SHREEPATIGONDA GAS AGENCY INDI

I!entif&in- 'om$eten'& -a$s an! bri!-in- s '# -a$s t#ro -# a$$ro$riate trainin- an! !e(elo$mental $ro-rammes

F lti+skillin- to en'o ra-e em$lo&ees to take

$ ne" initiati(es in t#e areas of

En#an'e! H el Pro$osition% A!!+on Stores% One Sto$ Tr 'k S#o$s% Gro'er& an! Hast Hoo! Stores) B#arat Petrole m #as been 'onferre! t#e National HRD A"ar! + 3000 b& National HRD Net"ork for makin- O tstan!in- Contrib tion to HRD) At t#e National Petrole m Fana-ement Pro-ramme *NPFP, on E2'ellen'e in Creati(it& an! Inno(ation *1...+3000,% B#arat Petrole m em$lo&ees ba--e! all t#e t#ree a"ar!s in t#e in!i(i! al 'ate-or&% alon- "it# fo r 'ertifi'ates of re'o-nition in t#e team 'ate-or&)

In! strial LPG

LPG to '#es o r li(es in so man& "a&s alt#o -# "e are na"are of it) Hrom #o sin- to #ealt#% from -arments to -lass% from li(esto'k to #os$italit&% OB#arat-asP $la&s its role alont#e "a&% brin-in- &o r $ro! 'ts t#at are s $erior% ! rable an! sim$l& t#e best)

Cris$& Bis' its I Confe'tioner& Po ltr& Te2tile In! str& Steel P#arma'e ti'als Glass Hotel In! str& Reti' late! Pi$inPaint !r&inDal mill Gol!smit#Qs fa(o rite

BABASAB PATIL

3C

SHREEPATIGONDA GAS AGENCY INDI

Cris$& Bis' its I Confe'tioner&

LPG is "i!el& se! to man fa't re Cris$ Bis' its% Soft Brea!% Hl ff& Pastries% Li-#t K#ari% S$on-& Cakes an! all t&$es of 'ream an! baker& $ro! 'ts of s $er J alit&) Pre'ision 'ontrol of tem$erat re an! lo" s l$# r 'ontent in LPG makes t#e $ro! 't $alatable an! $asses all Stat tor& tests for # man 'ons m$tion)

Po ltr&
DonQt 'o nt &o r '#i'kens before t#e& are #at'#e!% b t "it# B#arat-as &o 'an) ?it# B#arat-as &o -et niform an! lo'ali1e! #eatin- ! rin- t#e first fi(e "eeks bot# ! rins mmer an! "inter) T#e a!(anta-es of LPG in '#i'ken broo!in- are Better #eat 'ontrol) Ra$i! !r&in- of litter) T#e $o"er fail res in r ral areas is (er& #i-# res ltin- in #eat fail res% b t "it# LPG as t#e so r'e of f el t#is risk is eliminate!) Dire't (ie" of '#i'ksN t#e #eaters !onQt take an& floor area) 8er& lo" LPG 'ons m$tion of a$$ro2) =0 -ms $er #o r or /0 $aise $er bir! in "inter)

Te2tile In! str&

BABASAB PATIL 3D

SHREEPATIGONDA GAS AGENCY INDI Has it e(er o'' rre! to &o t#at to $ro! 'e t#e te2tiles &o Qre "earin-% LPG $la&s a si-nifi'ant role)T#e fo r main ste$s in t#e $ro! 'tion of te2tile fabri'7

Pre$aration of fabri' S$innin?ea(inHinis#in- "#i'# in'l !es Sin-ein-% Blea'#in-% D&ein-% Printin-% Calen!erin- et') Ea'# of t#ese $ro'esses reJ ires a #eatin- so r'e) Steam t#o -# mostl& se! is not #ot eno -# for 'ertain o$erations so LPG or ele'tri'it& is s all& nee!e! in t#e Hinis#in- $ro'ess) LPG is better be'a se t#e #eat is more 'on'entrate!) T#e refle'tors !o not #a(e to be $olis#e! an! #eaters !o not b rn o t)

Steel
No" let s look at B#arat-as role in t#e steel in! str& an! #ere too% on'e a-ain B#arat-as steals t#e s#o") Heat treatment of metals normall& refers to an& $ro'ess in(ol(in- #eatin- an! 'oolin- of t#e soli! metal "it# t#e aim of mo!if&in- its $#&si'al $ro$erties b t "it#o t t#e intention of '#an-in- its '#emi'al 'om$osition) B#arat-as easil& meets t#ese reJ irements so steel -iants like Min!al #a(e st 'k to B#arat-as o(er t#e &ears for all t#eir f el nee!s)

P#arma'e ti'als

M st "#at t#e !o'tor or!ere! OB#arat-asP from B#arat Petrole m)

BABASAB PATIL

3.

SHREEPATIGONDA GAS AGENCY INDI LPG is se! to 4oin -lass 'om$onents to form a sin-le ob4e't) B#arat-as is $referre! be'a se a 'lean flame is obtaine! "#i'# 'an be a!4 ste! to t#e !esire! si1e an! s#a$e sef l in t#e $ro! 'tion of am$o les)

Glass
In t#e s mmer #eat "#en &o rea'# for a t#irst J en'#er% remember B#arat-as #as -one into makin- t#e bottles t#at #ol! t#ese -reat refres#ers)As seen #ere re+#eatin- of melte! -lass"are in a s$e'ial f rna'e is !one before s#a$in- o$erations) ?#en makin- 'om$li'ate! s#a$es t#e -lass"are ma& #a(e to be re#eate! se(eral times to kee$ it malleable) LPG is -enerall& se! be'a se t#e firin- rate is not (er& #i-# an! 'omb stion m st be free of '

Ho(el In%&'(ry
T#e ' $ t#at '#eers% t#e meal t#at satisfies% t#e mo t# "aterin- !eli'a'ies T#anks to OB#arat-asP B#arat-as is asso'iate! "it# to$ bran! names in t#e #otel in! str& like Ta4) Normall& .0> of #otel se B#arat-as for 'ookin- of foo!) No matter "#at &o ser(e% Continental% C#inese% Fo-#lai% Italian or R ssian + a (ariet& of men s to s it (ario s tastes b t t#e $referre! '#oi'e an! tr ste! 'ookin- me!i m OB#arat-as

Re(i.&la(e% PipinBABASAB PATIL :0

SHREEPATIGONDA GAS AGENCY INDI LPG at t#e t rn of a ta$ B so J i'k% so 'on(enient) Cookin- "as ne(er easier) T#anks to t#e reti' late! $i$e! -as a(ailable in se(eral #omes to!a&% B#arat-as is a(ailable at t#e t rn of a ta$) It ens res in'rease! safet& an! (al able s$a'e sa(in- in t#e kit'#en) It eliminates '&lin!er refill bookin- an! #an!lin-) Sa(in- of time an! no nee! to blo'k mone& for a 3n! '&lin!er)

Paint !r&inLPG a$$li'ation in $aint !r&in- #as -ot !istin't a!(anta-e o(er 'on(entional !r&in- o(ens) T#e #ot air is -enerate! "#i'# is free from $arti' late matter% lea(es no as# an! tem$erat re 'ontrol is $re'ise) T#e final J alit& of $aint in t#e bakin- o(en is niform) T#e res lt is e2'ellent s rfa'e finis# an! -loss)

Dal mill
T#e 'on(entional met#o! of -rain !r&in- is $ro'ess of s n + !r&in- or $assin- of fl e -ases t#ro -# t#e be! of -rain) T#e mo!ern met#o! of -rain !r&in- is b& LPG Hirin- s&stem "#i'# im$ro(es t#e !r&in- $ro'ess an! also -i(es no) 1 J alit& of t#e -rain) As t#e -rains are of e!ible J alit&% LPG !oes not lea(e an& as# or 'arbon $arti'les on t#e -rains an! !oes not $ro! 'e an& fo l o!o r on t#e finis#e! s rfa'e t# s fet'#in- better market $ri'e

Gol!smit#Qs fa(o rite

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SHREEPATIGONDA GAS AGENCY INDI LPG $ro! 'es (er& $o"erf l flame an! 'an be as s#ar$ as nee!le) T#is t&$e of flame is reJ ire! for -ol!smit# to make (er& fine -ol! E sil(er ornaments) T#e "orkin- atmos$#ere remains free from obno2io s -ases an! t# s is 'on! 'i(e to t#e "orkmen)

To match the individual needs of customers, various pack sizes have been made available. Hor Domesti' kit'#ens + $a'k si1es of 1;)3 k-) an! / k-) '&lin!ers Hor In! strial E Commer'ial + $a'k si1es of 1.k-% :/ k-) an! ;C)/ k-) as "ell as b lk LPG

COMPANY PROFILE

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SHREEPATIGONDA GAS AGENCY INDI

INTRODUCTION TO SHREEPATI#OUDA #AS A#ENCY

SERVICES OF SHREEPATI#OUDA #AS A#ENCY 5 S#ree$ati-o !a -as a-en'& is e2'l si(e s#o"room for BHARAT GAS sit ate! at
beera$$a na-ar in!i "#i'# is 'o(erin- :/ (illa-es an! also bi- to"ns like '#a!'#an% almel% 1alaki% mann r% an! tamba It is #a(in- e2tension ser(i'e 'o nters at C#a!'#an% Ralaki% Horti% Almel% A-ark#e!% Tamba% At#ar-a% Bara!ol% De(ar Nimbara-i% Salota-i% Loni% D# lk#e!% to 'o(er t#ose areas% "#i'# are "orkin- n!er t#e - i!an'e of s#ree$ati-o !a -as a-en'& t#e main bran'#) It ses $romotional a'ti(ities s '# as $erio!i'al a!(ertisement% safet& a"areness% ne" enrollments% so'ial ser(i'e e(ents like Hree #ealt# '#e'k $% Hree e&e 'am$ an! man& more)

Sales e2e' ti(es are $la&in- im$ortant role in attainin- t#e enJ ires of t#eir ' stomers% t#e $resent enJ ir& a $ r'#asin- ratio of ' stomer is .71)

Sin'e s#ree$ati-o !a -as a-en'& is t#e onl& bi- s#o"room t#e $romotional a'ti(ities 'on! 'te! are not rea'#in- effe'ti(el& to ' stomers of ot#er tal kas % it s#o" t#at most of t#eir sales are in an! aro n! bi4a$ r !istri't 'o(erin- some areas of ot#er tal kas)

O()er 8&'ine'' .on(rolle% an% o3ne% 8y ()e 'ame o3ner

BABASAB PATIL

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SHREEPATIGONDA GAS AGENCY INDI S#aran $rab# offset $rinters%in!i S#ree$ati-o !a Gas A-en'&% In!i Bala4i $etrole ms in!i Bala4i foo! a-en'& Bala4i Estate A-en'& Prab# 'omm ni'ations *8o!afone, Prab# tra!ers in!i Sin'e 1.D= Sin'e 3001 Sin'e 300; Sin'e 300/ Sin'e 300C Sin'e 300D Sin'e 300.

S&8 a-en.ie' of S#ree$ati-o !a Gas A-en'& Hea! Offi'e Bran'#es C#a!'#an% Ralaki% Horti% Almel% A-ark#e!% Tamba% At#ar-a% Bara!ol% De(ar Nimbara-i% Salota-i% Loni% D# lk#e! tamba) 7 In!i

MAN PO7ER
?orkers Staff Ser(i'e 3/ = 3

ACHEVEMENTS
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SHREEPATIGONDA GAS AGENCY INDI

A"ar! for Hi-#est 'onne'tions enrollment of t#e &ear *3003, A"ar! for Best ser(i'e an! satisfa'tion of ' stomer *300:, A"ar! *Best Deli(er& men an! Fe'#ani', *300;, A"ar! for Hi-#est sales in Be&on! LPG *300/, Best Distrib tor A"ar! for Karnataka *300=, A"ar! * Best 'o nter Staff, *300C, A"ar! *E2'ellent $erforman'e in safet& I A"areness, *300D, A"ar! for *Best Be&on! LPG sales men I Deli(er& Fen, *300.,

ACTIVITIES
1) Gas Conne'tion Enrollment S'#eme *3001, 3) Gas Conne'tions Enrollment "it# finan'e ) :) Conne'tion Enrollment S 300EFont# ;) Hree Feals for Hloo! effe'te! area) /) Be&on! LPG Fela =) Commer'ail '&lin!er sales 'am$ai-n C) Hree Healt# C#e'k $ Cam$ai-n D) 8o!afone la n'# at all (illa-es of in!i tal ka) .) Hree E&e 'am$ 10) Safet& A"areness I Safet& 'lini' *3001%03%0;%0/%0C%0D%0., 11) Sa(e H el Cam$ai-n 13) Sam$oorna S raks#a Font#

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ADRESS FOR CONTACT

s#ree$ati-o !a -as a-en'&%) S#aran $rab# b l!in- bi4a$ r roa! Beera$$a na-ar)in!i Bi4a$ r Roa!) In!i+ /D=30. Tel7 *0D:/., 3331;0 E 33/D;0E Ha27 0D:/.+33/D;0) E+mail7 $rab# .;=S#otmail)'om

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SHREEPATIGONDA GAS AGENCY INDI

INFRASTRUCTURE AVAILA!LE IN PARTICULAR

Co(er Area S#o" Room No) Of S#o" room Staff No) of Deli(er& Fen No of Fe'#ani's No of Dri(ers No) of S $er(isors 13000 sJ ft Gas Go!a"an ;/00 SJ ft = 1/ 3 ; ;

THERE ARE T7O MAIN DIVISIONS IN THE FIRM* THOSE ARE

LPG B siness Be&on! LPG B siness

DEPARTMENT PROFILE
T#ere are mainl& fo r !e$artments in s#ree$ati-o !a -as a-en'&) T#e& are 1) Bookin- I Distrib tion De$artment) 3) Sales De$artment) :) Ser(i'e De$artment) ;) A''o nts De$artment)

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SHREEPATIGONDA GAS AGENCY INDI

1* !oo+in- , Deli4ery Depar(men( Bookin- I Deli(er& !e$artment is #ea!e! b& t#e sales Fana-er Fr S ni L) n!er #im) Bookin-s In C#ar-e Billin- I Pro'essinDeli(er& Hea! C stomer Care E2e' ti(e Fr)Neelas#) Fr) A4it) Fr) As#ok) Fr S nil)

<* Sale' Depar(men(

Fr) Prab# Bira!ar #ea!s Ser(i'e De$artment an! n!er #is - i!an'e Sale' Man-er Sr* Sales Fan-er Mr* S&nil Fr) Anil Fr) 8ina&)

Customer Care Executive

=* Ser4i.e Depar(men(
Fr) Ab A#me! #ea!s Ser(i'e De$artment an! n!er #is - i!an'e Complain(' Hea% Fe'#ani' Customer care executive Mr* A8& A)me% Ri&a1 A#me! Fr) 8ina&)

;* ACCOUNTS DEPARTMENT
Fr) Prab# Bira!ar #ea!s A''o nts De$artment an! n!er #is - i!an'e

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SHREEPATIGONDA GAS AGENCY INDI

A..o&n(' Mana-er A''o ntants Jr.Accountant

Mr* Anil T)am')e((i Fr) Bas Ka(a!i Fr) Samart# Mos#i

VARIOUS FACILITIES AVAILA!LE AT SHREEPATI#OUDA #AS A#ENCY

Goo! infrastr 't re J alifie! an! traine! man$o"er% -oo! ' stomer ser(i'e "it# safet& a"areness an! inno(ati(e i!eas "ere ke& elements in makin- s#ree$ati-o !a -as a-en'& s ''essf l !ealers#i$s

FACILITIES AVAILA!LE
SL* No 01 03 0: 0; 0/ 0= 0C 0D 0. 10 Fa.ili(ie' , Sy'(em Goo! infrastr 't re Traine! Fan $o"er Com$ teri1e! BookinCom$ teri1e! BillinDeli(er& t#ro -# (e#i'les Safet& A"areness A'ti(ities Hee!ba'k Anal&sis C stomer Com$laint Han!linC stomer 'are Fana-ement Hot Plate Ser(i'e fa'ilit& A4aila8ili(y YES YES YES YES YES YES YES YES YES YES

COMPETITORS
T)e main .ompe(i(or' for S#ree$ati-o !a -as a-en'& are 1) H P GAS) Sin!a-i 3) In!ian Gas) Bi4a$ r

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SHREEPATIGONDA GAS AGENCY INDI

S7OT ANALYSIS STREN#THS

1, B#arat -as 'om$an& a'#ie(ements Fetal ' ttin- -as) 3, T#e most e'onomi'al -as in t#is se-ment) :, T#e 'om$an& is "ell establis#e!) ;, T#e !e'isions taken b& t#em are J i'k an! effe'ti(e "#en 'on'erne! to '#an-es in market) /, Presen'e of effe'ti(e 'omm ni'ation bet"een 'om$an& an! !ealers is one of t#e im$ortant stren-t#) =, T#e 'om$an& is te'#ni'all& "ell effi'ient "it# (ario s mo!ern te'#nolo-ies% "#i'# #el$s t#e 'om$an& to fa'e an& '#allen-e eit#er from internal or e2ternal fa'tors) C, T#e 'om$an& #as #i-# -oo!"ill in t#e market for t#eir J alit& $ro! 'ts)

SHREEPATI#OUDA #AS A#ENCY STREN#HTS

1, Goo! S#o"room E Go!"an 3, Goo! s $$ort from t#e 'om$an&) :, Goo! Im$ression from t#e ' stomers ) ;, Goo! infrastr 't re /, E2'ellent Fana-ementE Fan Po"er I Ser(i'e =, H -e area 'o(erin- all (illa-es I to"n of entire tal ka)

7EA1NESS
1, S#ort s $$l& from t#e 'om$an& ! e to s bsi!& 'on'ern) 3, In'reasin- ' stomer an! reJ irement (ers s s $$l&)

OPPORTUNITIES
Can 'a$t re r ral areas "#en t#e& are -oin- to la n'# t#eir ne" s b a-en'&) BABASAB PATIL ;0

SHREEPATIGONDA GAS AGENCY INDI T#e !ealers 'an -o for !i(ersifi'ation) T#e !ealers 'an 'on! 't e2'#an-e $romotional a'ti(ities to in'rease its sales) Potential marker in lo"+in'ome -ro $ an! r ral areas)

THREATS
E(er '#an-in- market tren!s) Com$etition from ot#er mo!els) Globali1ation an! $ri(ati1ation An& s !!en '#an-e in Go(ernment $oli'& ma& affe't t#e sales) Ne" in'enti(e from 'om$etitors like $ri'e an! J alit&) C#an-e in market t#at is from sellerQs market to b &ers market)

OR#ANISATION CHART

O"ner

A!ministoter BABASAB PATIL Fana-er Sales E2e' ti(es ;1

SHREEPATIGONDA GAS AGENCY INDI

A''o nts De$artment

Bookin- I Deli(er& De$artment

Sales De$artment

Ser(i'inDe$artment

Deli(er& man

Hea! Fe'#ani's

Fe'#ani's

SAMPLIN#
Sam$le $lan to kno" t#e ' stomer satisfa'tion in!e2 of after sales ser(i'e in t#is $ro4e't is t#ro -# $ersonal inter(ie")

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SHREEPATIGONDA GAS AGENCY INDI

SAMPLE UNIT
I #a(e taken t#e ' stomers of s#ree$ati-o !a -as a-en'& "#o are sin- -as)

SAMPLIN# METHOD
I #a(e se! Non+ $robabilit& sam$lin- i)e) Ran!om Sam$lin-) Sam$le si1e for t#is $ro4e't is 100 ' stomers "#o are -as o"ners)

RESEARCH DESI#N
In t#is resear'# !esi-n of t#is $ro4e't t#e st !& "as 'on! 'te! b& t#e s r(e& met#o!) Takin- sam$le of 100 ' stomers o"nin- -as b& 'ommen'in- sam$lin- sin- t#e resear'# instr ment as t#e J estionnaire) Personal inter(ie" is 'onsi!ere! as t#e sam$le $lan) Hor t#is $ro4e't area of resear'# is In!i to"n)

DATA COLLECTION METHOD I #a(e 'olle'te! t#e !ata from t#e follo"in- so r'es7 A* PRIMARY DATA7 T#e !ata 'olle'te! from t#e 'om$an& $ersons)

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SHREEPATIGONDA GAS AGENCY INDI G estionnaires !* SECONDRY DATA Inter(ie"in- "it# t#e o"ners of -as Internet Fa-a1ines% Catalo- es% et') MEASURIN# TOOLS Hor $re$arin- t#is $ro4e't I #a(e 'onsi!ere! J estionnaire as meas rin- tool for 'olle'tin- t#e !ata)

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SHREEPATIGONDA GAS AGENCY INDI

RESULTS AND DISCUSSION 7ITH #RAPHS AND CHARTS7 >* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9 Ta8le5> Fre?&en.y Per.en(

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SHREEPATIGONDA GAS AGENCY INDI Vali% Ele.(ri.al .oil 7oo% 1ero'ene To(al ;3 :/ 3: 100 ;3)0 :/)0 3:)0 100)0

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5> 45 40 35 30 25 20 15 10 5 0 lectrical coil !ood kerosene "ercent

T)e informa(ion pre'en(e% in (a8le=*> re4eal' ()a( ;3> of t#e res$on!ents "ere sin- t#e ele'tri'al 'oil for 'ookin- before $ r'#asint#e -as) :/> of t#e res$on!ents "ere sin- t#e "oo! for 'ookin- an! remainin- 3:> of t#em "ere sin- t#e kerosene for t#e 'ookin- before t#e& $ r'#asin- t#e -as <0 7)i.) Company #a' %o yo& &'e9 Ta8le5=*< Fre?&en.y .1 BABASAB PATIL Per.en( .1)0 ;=

Vali%

!PC

SHREEPATIGONDA GAS AGENCY INDI HPC IOC To(al / ; 100 /)0 ;)0 100)0

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*<

&'' 0' /' .' -' ,' +' *' )' &' ' BPC 1PC I2C

Percent

T)e informa(ion pre'en(e% in (a8le=*< re4eal' ()a( .1> of t#e res$on!ents are sin- t#e B P C -as) /> of t#e res$on!ents are sin- t#e H P C -as an! remainin- ;> for t#e I O C -as

=* Ho3 many Cylin%er' %o yo& )a4e9 Ta8le5=*=

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SHREEPATIGONDA GAS AGENCY INDI Fre?&en.y Per.en( Vali% ONE T7O To(al =. :1 100 =.)0 :1)0 100)0

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*=

.' -' ,' +' *' )' &' ' 2ne 34o Percent

T)e informa(ion pre'en(e% in (a8le5 =*= re4eal' ()a( =.> of t#e res$on!ents are sin- sin-le '&lin!er an! ?#ile :1> of t#em are sin!o ble '&lin!ers

@* Ho3 of(en yo& Refill yo&r Cylin%er9 Ta8le5=*@ Fre?&en.y Per.en(

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SHREEPATIGONDA GAS AGENCY INDI Vali% <A5=A %ay' =A5BA %ay' BA5CA %ay' A8o4e CA To(al 3= 1; /0 %ay' 10 100 3=)0 1;)0 /0)0 10)0 100)0

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*@

,' +' *' )' &' ' )'5*' Days *'5,' Days ,'5-' Days A6ove -' Days Percent

T)e informa(ion pre'en(e% in (a8le=*@ re4eal' ()a( 3=> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in 30+:0 !a&s) 1;> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in :0+/0 !a&s)/0> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in /0+=0 !a&s an! ?#ile 10> of t#em sa& t#at t#e& refill t#e '&lin!er abo(e =0 !a&s)

B* Ho3 %o yo& !oo+ a Cylin%er9 Ta8le5=*B Fre?&en.y Per.en(

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SHREEPATIGONDA GAS AGENCY INDI 8ali! Per'onally P)one Le((er Sm' I4r' To(al :/ =/ A A A >AA :/ =/)0 A A A >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*B

$0 #0 50 40 30 20 10 0 "ercent

"ersonall%

"hone

&etter

'('

)*+'

T)e informa(ion pre'en(e% in (a8le=*B re4eal' ()a( :/> of t#e res$on!ents are bookin- t#eir '&lin!ers b& meetin- $ersonall& an! ?#ile remainin- =/> are bookin- t#eir '&lin!er b& $#one

=) Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9 Ta8le5=*C

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SHREEPATIGONDA GAS AGENCY INDI Fre?&en.y 8ali! Same %ay > 5 < %ay' < D = %ay' @ D C %ay' To(al 10 /1 3. >A >AA Per.en( 10)0 /1)0 3.)0 >A*A >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*C

,' +, +' *, *' ), )' &, &' , '

Percent

Same Day

&5) Days )5* Days +5- Days

T)e informa(ion pre'en(e% in (a8le=*C re4eal' ()a( 10> of t#e res$on!ents are sa&s t#at t#e !ealer !eli(er t#e '&lin!er on same !a& $ /1> of t#em sa&s t#at !ealer !eli(ers t#e '&lin!er on 1 B 3 !a&s% 3.> of t#em sa&s t#at

BABASAB PATIL

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SHREEPATIGONDA GAS AGENCY INDI !ealer !eli(er t#e '&lin!er on 3 B : !a&s an! ?#ile 10> of t#em sa&s t#at !ealer !eli(er t#e '&lin!er on ; B = !a&s) Fre?&en.y Vali% O&( %oor 1i(.)en S(ore room Some 3)ere o&( To(al : C0 30 C >AA Per.en( :)0 :/)0 30)0 C)0 >AA*A

E* 7)ere %oe' a %eli4ery man %eli4er ()e Cylin%er9 Ta8le =*E

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*E

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SHREEPATIGONDA GAS AGENCY INDI

.' -' ,' +' *' )' &' '

,ut -oor .itchen 'tore +oom 'ome !here ,ut

Percent

T)e informa(ion pre'en(e% in (a8le=*E re4eal' ()a( :> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to o t !oor% C0> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to kit'#en) 30> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to store room% ?#ile remainin- C> of t#em are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to some "#ere o t) F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9 Ta8le5=*F Fre?&en.y 8ali! Ye' No To(al C; 3= >AA Per.en( C;)0 3=)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*F

BABASAB PATIL

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SHREEPATIGONDA GAS AGENCY INDI

/' .' -' ,' +' *' )' &' ' 7es 8o Percent

T)e informa(ion pre'en(e% in (a8le=*F re4eal' ()a( C;> of t#e res$on!ents are sa&s t#at t#e !eli(er& men 'onfirms t#e "ei-#t of '&lin!er an! Nearl& :=> of t#em are sa&s t#at t#e !eli(er& men !oes not 'onfirms t#e "ei-#t of '&lin!er

G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y Ta8le5=*G Fre?&en.y Per.en( 8ali! Ye' No To(al .0 10 >AA .0)0 10)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*G

BABASAB PATIL

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SHREEPATIGONDA GAS AGENCY INDI

0' /' .' -' ,' +' *' )' &' ' 7es 8o Percent

T)e informa(ion pre'en(e% in (a8le=*G re4eal' ()a( .0> of t#e res$on!ents are sa&s t#at t#e '&lin!er is a!eJ ate in J antit& an! Remainin- 10> of t#e res$on!ents are sa&s t#at t#e '&lin!er is not a!eJ ate in J antit&

>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9 Ta8le5=*>A Fre?&en.y 8ali! Free B 5 >A r' >A 5 <A r' To(al ./ / 0 >AA Per.en( ./)0 /)0 0)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 BABASAB PATIL //

SHREEPATIGONDA GAS AGENCY INDI Dia-ram5=*>A

&'' 0' /' .' -' ,' +' *' )' &' '

Percent

9ree

,5&' Rs &'5)' Rs

T)e informa(ion pre'en(e% in (a8le=*>A re4eal' ()a( ./> of res$on!ents are sa&s t#at t#e !eli(er& men !oes not '#ar-e e2tra amo nt ot#er t#en bille! amo nt an! Nearl& /> of t#e res$on!ents are sa&s t#at t#e !eli(er& men '#ar-e / B 10 Rs e2tra amo nt ot#er t#en bille! amo nt)

>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e Ta8le5=*>> Fre?&en.y 8ali! =A min > )o&r > %ay To(al =; = :0 >AA Per.en( =;)0 =)0 :0)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*>>

BABASAB PATIL

/=

SHREEPATIGONDA GAS AGENCY INDI

.' -' ,' +' *' )' &' ' *' !in & 1our & Day Percent

T)e informa(ion pre'en(e% in (a8le=*>> re4eal' ()a( =;> of t#e res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in :0 min)%=> of t#e res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in 1 #o r an! Nearl& :0> of t#e res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in 1 !a& ><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani. Ta8le5=*>< Fre?&en.y 8ali! Very -oo% #oo% A4era-e Poor Very 8a% To(al =0 1; 30 = 0 >AA Per.en( =0)0 10)0 30)0 =)0 0)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7

BABASAB PATIL

/C

SHREEPATIGONDA GAS AGENCY INDI Dia-ram5=*><

#0 50 40 30 20 10 0 *er% /ood /ood 0vera1e "oor *er% 2ad

"ercent

T)e informa(ion pre'en(e% in (a8le=*>< re4eal' ()a( =0> of t#e res$on!ents are in fa(o r of (er& -oo! be#a(ior from t#e 'o nter staffE!eli(er& men an! me'#ani' of s#ree$ati-o !a -as a-en'&% 1;> of t#em are in fa(o r of -oo! be#a(ior an! from t#e anal&sis 30> of t#em are in fa(o r of a(era-e) an! ?#ile => of t#em are in fa(o r of $oor be#a(ior of t#e 'o nter staffE!eli(er& men an! me'#ani' staff >=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion9 Ta8le5=*>= Fre?&en.y 8ali! > year < year = year @ year To(al == 30 @ >A >AA Per.en( ==)0 30)0 @*A >A*A >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7 Dia-ram5=*>=

BABASAB PATIL

/D

SHREEPATIGONDA GAS AGENCY INDI

.' -' ,' +' *' )' &' ' & 7ear ) 7ear * 7ear + 7ear Percent

T)e informa(ion pre'en(e% in (a8le=*>= re4eal' ()a( ==> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a &ear$30> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a t"o &ear $ ;> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a t#ree &ear an! ?#ile remainin10> of of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a fo r) >@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9 Ta8le5=*>@ Fre?&en.y 8ali! Very #oo% #oo% A4era-e Poor Very !a% To(al D0 10 10 0 0 >AA Per.en( D0)0 10)0 10)0 0)0 0)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7

BABASAB PATIL

/.

SHREEPATIGONDA GAS AGENCY INDI Dia-ram5=*>@

/' .' -' ,' +' *' )' &' '

*er% /ood /ood 0vera1e "oor *er% 2ad

Percent

T)e informa(ion pre'en(e% in (a8le=*>@ re4eal' ()a( D0> of t#e res$on!ents are in fa(o r of (er& -oo! o(er all $erforman'e of s#ree$ati-o !a -as a-en'& % 10> of t#em are in fa(o r of -oo! $erforman'e an! from t#e anal&sis 10> of t#em are in fa(o r of neit#er -oo!Eba! o(er all $erforman'e of s#ree$ati-o !a -as a-en'&

>B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9 Ta8le5=*>B Fre?&en.y 8ali! Ye' No DonI( +no3 To(al = .; 0 >AA Per.en( =)0 .;)0 0)0 >AA*A

T#e same information is $resente! in t#e form of !ia-rammati'all& as follo"s7

BABASAB PATIL

=0

SHREEPATIGONDA GAS AGENCY INDI Dia-ram5=*>B

&'' 0' /' .' -' ,' +' *' )' &' '

Percent

7es

8o

T)e informa(ion pre'en(e% in (a8le=*>B re4eal' ()a( => of t#e res$on!ents are in fa(o r of t#at t#e& "ill mi-rate if ne" -as a-en'& is allotte! in t#e to"n) an! ?#ile .=> of t#em are in fa(o r of t#at t#e& !onQt "ant mi-rate if ne" -as a-en'& is allotte! in t#e to"n)

FINDIN#S
;3> of t#e res$on!ents "ere sin- t#e ele'tri'al 'oil for 'ookin- before $ r'#asint#e -as) :/> of t#e res$on!ents "ere sin- t#e "oo! for 'ookin- an! remainin- 3:> of t#em "ere sin- t#e kerosene for t#e 'ookin- before t#e& $ r'#asin- t#e -as .1> of t#e res$on!ents are sin- t#e B P C -as) /> of t#e res$on!ents are sin- t#e H P C -as an! remainin- ;> for t#e I O C -as =.> of t#e res$on!ents are sin- sin-le '&lin!er an! ?#ile :1> of t#em are sin!o ble '&lin!ers

BABASAB PATIL

=1

SHREEPATIGONDA GAS AGENCY INDI 3=> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in 30+:0 !a&s) 1;> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in :0+/0 !a&s)/0> of t#e res$on!ents sa& t#at t#e& refill t#e '&lin!er in /0+=0 !a&s an! ?#ile 10> of t#em sa& t#at t#e& refill t#e '&lin!er abo(e =0 !a&s) :/> of t#e res$on!ents are bookin- t#eir '&lin!ers b& meetin- $ersonall& an! ?#ile remainin- =/> are bookin- t#eir '&lin!er b& $#one 10> of t#e res$on!ents are sa&s t#at t#e !ealer !eli(er t#e '&lin!er on same !a& $ /1> of t#em sa&s t#at !ealer !eli(ers t#e '&lin!er on 1 B 3 !a&s% 3.> of t#em sa&s t#at !ealer !eli(er t#e '&lin!er on 3 B : !a&s an! ?#ile 10> of t#em sa&s t#at !ealer !eli(er t#e '&lin!er on ; B = !a&s) :> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to o t !oor% C0> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to kit'#en) 30> of t#e res$on!ents are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to store room% ?#ile remainin- C> of t#em are in fa(or t#at t#e !eli(er& men !eli(er t#e '&lin!er to some "#ere o t) C;> of t#e res$on!ents are sa&s t#at t#e !eli(er& men 'onfirms t#e "ei-#t of '&lin!er an! Nearl& :=> of t#em are sa&s t#at t#e !eli(er& men !oes not 'onfirms t#e "ei-#t of '&lin!er .0> of t#e res$on!ents are sa&s t#at t#e '&lin!er is a!eJ ate in J antit& an! Remainin- 10> of t#e res$on!ents are sa&s t#at t#e '&lin!er is not a!eJ ate in J antit& =;> of t#e res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in :0 min)%=> of t#e res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in 1 #o r an! Nearl& :0> of t#e

BABASAB PATIL

=3

SHREEPATIGONDA GAS AGENCY INDI res$on!ents are sa&s t#at t#e me'#ani' or -as !ealer res$on! imme!iatel& in 'ase of leaka-e in 1 !a& =0> of t#e res$on!ents are in fa(o r of (er& -oo! be#a(ior from t#e 'o nter staffE!eli(er& men an! me'#ani' of s#ree$ati-o !a -as a-en'&% 1;> of t#em are in fa(o r of -oo! be#a(ior an! from t#e anal&sis 30> of t#em are in fa(o r of a(era-e) an! ?#ile => of t#em are in fa(o r of $oor be#a(ior of t#e 'o nter staffE!eli(er& men an! me'#ani' staff ==> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a &ear$30> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a t"o &ear $ ;> of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a t#ree &ear an! ?#ile remainin10> of of t#e res$on!ents are in fa(o r t#at t#e a-en'& 'on! 't man!ator& in ins$e'tion on'e in a fo r) D0> of t#e res$on!ents are in fa(o r of (er& -oo! o(er all $erforman'e of s#ree$ati-o !a -as a-en'& % 10> of t#em are in fa(o r of -oo! $erforman'e an! from t#e anal&sis 10> of t#em are in fa(o r of neit#er -oo!Eba! o(er all $erforman'e of s#ree$ati-o !a -as a-en'& => of t#e res$on!ents are in fa(o r of t#at t#e& "ill mi-rate if ne" -as a-en'& is allotte! in t#e to"n) an! ?#ile .=> of t#em are in fa(o r of t#at t#e& !onQt "ant mi-rate if ne" -as a-en'& is allotte! in t#e to"n

CONCLUSION

BABASAB PATIL

=:

SHREEPATIGONDA GAS AGENCY INDI Less t#an anti'i$ate! -ro"t# in t#e fa'e of intensif&in- 'om$etition an! risin- 'osts 'an #ar!l& be e2$e'te! to -et t#e 'om$an& foamin-)

S#ree$ati-o !a -as a-en'& is e2'l si(e s#o"room an! it is a "ell kno"n ser(i'e $ro(i!er for B#arat -as an! t#e& are "ell establis#e! in $ro(i!in- satisfa'tor& after sales ser(i'es to its ' stomers)

B& seein- t#e obser(ations most of t#e ' stomers are #a(in- $ositi(e $er'e$tion to"ar!s S#ree$ati-o !a -as a-en'& an! are satisfie! "it# its ser(i'es s '# as A(ailabilit& of Timel& an! safe !eli(er&% Staff s $$ort% Traine! Fe'#ani's et')

!ENEFITS OF THE PRO"ECT

T#e st !& "ill #el$ t#e 'om$an& to kno" t#e satisfa'tion le(el of ' stomer to"ar!s ser(i'es $ro(i!e! b& t#em)

T#e st !& "ill #el$ t#e 'om$an& to i!entif& t#e fa'tors of !is+satisfie! ' stomers) T#e st !& "ill #el$ t#e 'om$an& to kno" "#et#er t#eir ser(i'es are meetin- t#eir ' stomer satisfa'tion in!e2 or not)

T#e st !& "ill #el$ t#e 'om$an& to fo' s on t#eir "eaker areas of ser(i'es) T#e st !& "ill #el$ t#e 'om$an& to im$ro(e t#eir ' stomer 'are a'ti(ities to !eli-#t an! attra't ' stomers)

STATEMENT OF THE PRO!LEM

BABASAB PATIL

=;

SHREEPATIGONDA GAS AGENCY INDI T#e $resent !a& market is floo!e! "it# a (ariet& of -as Fan fa't rers as man& as if not more t#an 'om$anies like b#arat -as% Hin! stan -as% In!ian -as an! relian'e -as et'% are marketin- t#eir $ro! 'ts)

Time #as be'ome talk of t#e to"n t#erefore t#e ' stomers -i(e tmost $riorit& to t#ose -as In! stries "#i'# $ro! 'es (arieties of -as "it# Pri'e% Ser(i'es et'% "#i'# #a(e been e2ertin- infl en'e on t#e $la&in- !e'ision of t#e 'ons mer)

T#e s#ree$at#-o !a -as a-en'& is t#e one of t#e best Dealer for B#arat -as e2'l si(el& en-a-e! in sales an! ser(i'es of -as it is t#e onl& 'om$an& ren!erin- better $erforman'e from a lon- $erio! of time "it# t#e $resen'e of all t#ese fa'tors s#ree$at#-o !a -as a-en'& is makin- sales as #ot'ake)

T#e st !& on #an! is !ire'te! to

n!erstan! 5A st !& on ' stomer satisfa'tion

to"ar!s after sales ser(i'es of s#ree$at#-o !a -as a-en'& to im$ro(e t#e J alit& of ser(i'e)5

BABASAB PATIL

=/

SHREEPATIGONDA GAS AGENCY INDI

J&e'(ionnaire Dear Sir;Ma%am$ Plea'e pro4i%e ()e 8elo3 men(ione% informa(ion7 Name7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT A!!ress7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT O'' $ation7 TTTTTTTTTTTTTTTTTTTTTTTTTTTTT Ann al In'ome TTTTTTTTTTTTTTTTTTTTTT Gen!er7 Fale U V Hemale U V

BABASAB PATIL

==

SHREEPATIGONDA GAS AGENCY INDI

>* Ho3 %o yo& &'e (o .oo+ ()e foo% 8efore p&r.)a'in- a -a'9 >* ele'tri'al 'oil <* ?oo! :) kerosene

<* 7)i.) Company #a' %o yo& o3n9 1) BPC 3) HPC :) IOC

=* Ho3 many Cylin%er' %o yo& )a4e9 1) One 3)t"o

@* Ho3 of(en yo& Refill yo&r Cylin%er9 1) 30+:0 !a&s ;)Abo(e =0!a&s B* Ho3 %o yo& !oo+ a Cylin%er9 1) Personall& ;) SFS 3)P#one /)I8RS :)Letter 3):0+/0 !a&s :) /0+=0 !a&s

C* Ho3 many %ay' %oe' %ealer (a+e' (o %eli4er ()e Cylin%er9 1) Same !a& ;) ;+=!a&s E* 7)ere %oe' %eli4ery men %eli4er' ()e Cylin%er9 1) O t Door ;) Some "#ere O t F* Doe' Deli4ery men Confirm' ()e 7ei-)( of Cylin%er9 1) Yes 3) No 3)Kit'#en :)Store Room 3) 1+3 !a&s :) 3+: !a&s

G* Doe' Cylin%er' 3)i.) yo& -e( i' a%e?&a(e in ?&an(i(y9 1) &es 3)No

>A* Ho3 m&.) %oe' %eli4ery men .)ar-e' eH(ra o()er ()an 8ille% amo&n(9

BABASAB PATIL

=C

SHREEPATIGONDA GAS AGENCY INDI 1) Hree 3 )/+10 Rs :)10+30 Rs

>>* Ho3 'oon %oe' Me.)ani. or #a' Dealer Re'pon% Imme%ia(ely in .a'e of Lea+a-e 9 1):0 Fin 3) 1 #o r :)1 !a&

><* Ho3 %o yo& ra(e ()e 8e)a4io&r of .o&n(er '(aff;Deli4erymen an% Me.)ani.9 1) 8er& Goo! :)Poor 3)Goo! ;)8er& Ba! :)A(era-re

>=* Ho3 of(en %oe' a-en.y .on%&.( man%a(ory in'pe.(ion 9 1) &ear 3) 3 &ear :) : Year ;) ;&ear

>@* Ho3 %o yo& ra(e o4erall Performan.e of S)reepa(i-o&%a #a' A-en.y9 1) 8er& Goo! ;)8er& Ba! >B* Do yo& 3an( (o mi-ra(e if ne3 -a' a-en.y i' allo((e% in ()i' (o3n9 1) Yes 3) No :) DonQt Kno" 3)Goo! :)A(era-re :)Poor

*** Thank You ***

!I!LIO#RAPHY

REFERENCE !OO1S 5 1) FARKETING RESEARCH :) FARKETING T ll an! Ha"kins) Lamb% Hair% F'Daniel)

BABASAB PATIL

=D

SHREEPATIGONDA GAS AGENCY INDI

7E!SITE 5 1) """)eb#arat-as)'om 3) """)-oo-le)'om)

BABASAB PATIL

=.