Submitted by RAHUL LOTLIKAR PGDM (Finance+Marketing) SEM 4 (2010-12)

Goa Sintered Product Pvt. Ltd. better known as GSP has gone into commercial production since 1980. Its works is located in state of Goa (India) - on plot admeasuring 54,000 sq.fts. And works built up area is 16160 sq. fts. GSP is for over 3 decade a quality producer of powder metallurgy components i.e. Sintered self lubricating Bushes Sintered Structural Parts GSP has fully equipped computer aided design center. Major part of GSP sales come from various reputed OEM in India/ International Markets. products are offered in material composition sintered bronze, sintered iron, iron alloy, sintered steel; that is as per IS/MPIF/ISO specification.

GSPL is a establishment founded in 1979 by a young and dynamic technocrat. GSPL is one of the pioneer in sintered metal technology in India about 30 years back. The company was started with hand-full machinery and later expanded the capacity from time to time and has now over 30 machineries.

A state-of-the art tool room was set up to design/ fabricate tooling for ever increasing complex sintered products demand from customers.

 WHAT ARE

SINTERED PRODUCTS ? Sintered products are produced by forming metal powders into the required shape and size & subsequently subjecting them to a heat treatment process called Sintering to form a continues metal structure with fine pores to retain lubricating oil.

Cost Savings Self lubrication No waste of materials High Resistance to wear Economy of customers machine capacity

Uniform properties and dimensional stability

New Materials

 GSP

has more than 1500 tools ready in its tool-cribs to manufacture various shapes/size bushes. Cylindrical shape:

 Collared

/Flange bush:

Spherical

bush:

 Sintered

Components for Magnetic Application:

Refrigeration

and compressor components

 Gears/Rotors/Oil

Pump Geroters:

Ride

Control parts:

Blending Compacting Sintering Furnaces Barreling / Cleaning Sizing Machining Oil Impregnation Steam Treatment Heat Treatment

Bearing applications in Automotive and Household Appliances become more demanding. With entry of new and new players both domestic and international in this field the sector has become very competitive. Price war and under cutting of price is often seen due to unhealthy competition. High investment in research and development .

1. Product performance
Average of 4.02 of product performance is recorded for this particular parameter
respondent
25

20

15 respondent 10

0 poor fair good very good excillent

2. Product reliability / durability

Average of 4.06 of Product reliability / durability is recorded for this particular parameter.
respondent
25

20

15

respondent 10

0 poor fair good very good excillent

 Quality of delivery short supply / wrong supply

Average of 4.44 of Quality of delivery short supply / wrong supply is recorded for this particular parameter.

respondent
35

30

25

20 respondent 15

10

0 poor fair good very good excillent

 Quality of packing
Average of 4.04 of Quality of packing is recorded for this particular parameter
respondent
25

20

15

respondent 10

0 poor fair good very good excillent

 Transit damages
Average of 4.84 of Transit damages is recorded for this particular parameter
respondent
45 40 35 30 25 respondent 20 15 10 5 0 poor fair good very good excillent

 Communication on deliveries Timely / clarity Average of 4.7 of Communication on deliveries Timely / clarity is recorded for this particular parameter
respondent
40

35

30

25

20

respondent

15

10

0 poor fair good very good excillent

 Delivery as committed Average of 3.26 of Delivery as committed is recorded for this particular parameter
respondent
20 18 16 14 12 10 8 6

respondent

4
2 0 poor fair good very good

Pre sale response quality / timely Average of 4.14 of Pre sale response quality / timely is recorded for this particular parameter
respondent

25

20

15

respondent 10

0 poor fair good very good excillent

 Response quality/ time on customer complaints

acknowledgement and feedback on progress

Average of 3.36 of Response quality/ time on customer complaints acknowledgement and feedback on progress is recorded for this particular parameter
respondent
16 14 12 10 8 6 4 2 0 poor fair good very good excillent

respondent

 Timely closing of customer complaints. Average of 3.26 of Pre sale response quality / timely is recorded for this particular parameter
respondent
14

12

10

8 respondent 6

0 poor fair good very good excillent

No 1 2 3 4

Attributes of products / service Product performance Product reliability / durability Quality of delivery short supply / wrong supply Quality of packing

(P) 4.02 4.06 4.44 4.04

(I) 3 3 3 3

CSI % 80.4 81.2 88.8 80.8

5
6

Transit damages
Communication on deliveries Timely / clarity

4.84
4.7

3
3

96.8
94

7
8 9

Delivery as committed
Pre sale response quality / timely Response quality/ time on customer complaints acknowledgement and feedback on progress Timely closing of customer complaints.

3.26
4.14 3.36

3
3 3

65.2
82.8 67.2

10

3.26

65.2

Customer Satisfaction Index = (P*I/5*I)100

Transit damages , Communication on deliveries Timely / clarity were rated between 90 100 %. On This attributes the customers are having the highest satisfaction index. Product performance , Product reliability / durability, Quality of delivery short supply / wrong supply , Quality of packing , Pre sale response quality / timely were rated between 80 90 % . The major area of concern are Delivery as committed , Response quality/ time on customer complaints acknowledgement and feedback on progress , Timely closing of customer complaints. These areas have to be addressed immediately and appropriate action plan has to be made to improve customer satisfaction . I would suggest a single window approach to address all customer complains. Necessary actions have to be taken to ensure timely closing of customer complain and deliver goods as committed to customer.