A REPORT ON

SUMMER TRAINING AT

SRI MANGALAM TILES PALACE

Submitted

By
RAHUL.R
(Reg. No. 911818631015)

II Year MBA

Of

OAA MAVMM SCHOOL OF MANAGEMENT

(Approved By AICTE & Affiliated to Anna University, Chennai)
MADURAI-625301

In partial fulfilment of the requirements

For the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

ANNA UNIVERSITY
CHENNAI - 600 025
AUGUST 2019
 BONAFIDE CERTIFICATE

This is to certify that “A REPORT ON SUMMER TRAINING AT SRI MANGALAM

TILES PALACE” is a bonafide work of RAHUL.R (Reg. No.911818631015), a final year
student of Master of Business Administration who prepared the report under my supervision and
guidance. Certified further, that to the best of my knowledge the work reported herein does not
form part of any other report or dissertation on the basis of which a degree or award was
conferred on an earlier occasion on this or any other candidate.

Guide’s Signature

Dr. S. Anitha

College Seal
 DECLARATION

I hereby declare that “A REPORT ON SUMMER TRAINING AT SRI MANGALAM

TILES GLASS PALACE” submitted in partial fulfillment of the requirement for the award of
the Degree of Master of Business Administration of Anna University, Chennai is my original
work which does not from part of the award of any other degree or diploma or certificate of this
university or any other university.

Place: Madurai RAHUL.R

Date :
REG NO: 911818631015
Company Certificate
 ACKNOWLEDGEMENT

I respect and thank the management, Principal and Staff of our B-School for providing
me with the necessary infrastructure, resources and encouragement to do a summer project on
the “SRI MANGALAM TILES PALACE” in partial fulfillment of the requirements for the
Degree of Master of Business Administration.
I am highly indebted to M/s (SRI MANGALAM TILES PALACE) for having permitted
me to do the summer project in their organization and extended me all facilities and help for the
successful completion of the summer project.
My special thanks are due to my guide and Supervisor Dr.S.Anitha without whose
constant supervision and guidance this summer project would not have been completed on time.
I would also like to extend my sincere gratitude to everyone who supported me
throughout the course of this MBA Project.

RAHUL.R
 ABSTRACT

The objective of the study is to know the customer expectatio n and relationship
in the SRI MANGALAM GLASS &TILES PALACE . The time constraint is the
major limitation of the study. A descriptive research design wasused to gain an
insight into customer’s perception about the services offered by the company
SRI MANGALAM GLASS &TILES PALACE .Based on the information
collected this fi ndings and suggestion are given. To conclude this Customer is
the king for any business so maintaining good relationship with the customer
lead to success in business.

Key words : Customer relationsh ip, Customer preference & satisfaction

 TABLE OF CONTENT

CHAPTER TITLE Page No.

1 INTRODUCTION

2 INDUSTRY PROFILE

3 COMPANY PROFILE

4 FUNCTIONAL DEPARTMENT
SALES DEPARTMENTS
MARKETING DEPARTMETS
FINANCE DEPARTMENTS
SERVICE DEPARTMENTS

5 OBSERVATION

6 CHRONOLOGICAL WORK

7 CONCLUCTION
CHAPTER – 1

INDROTUCTION
 INTRODUCTION 0F THE COMPANY

The production of a firm is concerned with the creation of a product or services

required to satisfy customer needs. In any business, suppliers are needed for
product or service, it is quite obvious that activities of production system must
be related to the customer demand or reflected in the continuous flow of order.

It is the most important department amongst the other departments of an

organisation. Personnel department, finance department, marketing department
are very much depended on production department.

The mangalam group is a private company limited which produces differ ent
kinds of things. Each and every unit has got other industries of its town. It
contained when the firm was incorporated, who were the raise, what way its
purpose, what are the products manufactured by them, etc.

This group all promoters are mostly fr om the Village which comes under the
District Ramanathapuram. They incorporated to cultivation and they have good
business of tiles and other products in Village Surrounding. It is established in
2011. They started a unit of manufacturing of roofing til es under name and
style M/s. sri mangalamTiles and potteries at glass. They have secured from
Sri Mangalam Main Branch, kilakarai

In 2011, they have organised another roofing tiles unit at ramnad Road,
thiruppllani under the name and style of M/s. sri mangalam Industries. The
workers are very familiar to work in this industry.
In 2013, they have started the other products. They manufacture of ceramic
glazed wall tiles under the name and style of M/s. Sri mangalam Ceramics. In
2015, they have also started another industry, under the name and style of M/s.
Mangalam ceramics

Looking to the demand of ceramic floor tiles experience in this line is most
important and the group has more than 60 dealers network, which is necessary to
business. So, th ey have also started another industry, under the name and style
of M/s. mangal am Ceramics Pvt. Ltd.

In 2015 they have also started another industry, under the name and style of
M/s. mangalam Granite Pvt. Ltd. This industry’s product is to manufacture
vitrified tiles only in a location on Ervati

It is good for them that they don’t have to find another young team because it is
already well equipped with the family members

Research means detailed study of a problem comparactively decision

on the sales prom otion , product development, process engineering

and low-cost manufacturing skills. The company is the largest exported

of two in the district with exports forming 18% of its total sales. The
company has two subsidiaries.

.
 CHAPTER – 2

INDUSTRY PROFILE
 TILES INDUSTRY PROFILE

Ceramic Tiles Industry in India

Highlights

Ceramic Tiles today have become an integral part of home improvement. It can make a huge
difference to the way your interiors and outdoors look and express. The Indian tile industry,
despite an overall slowdown of the economy continues to grow at a healthy 15% per annum.
Investments in the last 5 years have aggregated over Rs. 5000 crores. The overall size of the
Indian ceramic tile industry is approximately Rs 18,000 crore (FY12). The production during
2011-12 stood at approx. 600 million square meters.

The Indian tile industry is divided into organized and unorganized sector. The organized sector
comprises of approximately 14 players. The current size of the organized sector is about Rs
7,200 Crores. The unorganized sector accounts for nearly 60% of the total industry bearing
testimony of the growth potential of this sector.

India ranks in the top 3 list of countries in terms of tile production in the world. With proper
planning and better quality control our exports (presently insignificant) contribution can
significantly increase.

Background

Apart from their decorative looks, Ceramic Tiles are primarily hygiene products and that is how
our broad spectrum of consumers view the product. This is fairly evident from its varied usage
from bathrooms and kitchens in average Indian households to medical centers, labs, milk booths,
schools, public conveniences, shopping malls and numerous other centers; which dot our day to
day life. A ceramic tile is basically a "utility product" and that remains our promotional slogan.
Popular housing projects are increasingly switching over to Ceramic Tiles moving away from the
traditional use mosaic and even granite or marble, owing to several factors viz. ease in laying
ability, versatility, low price and hygiene.

Nevertheless, this decorative aspect of a Ceramic Tiles has forever been in the forefront. Heavy
churning out of bolder and colorful designs by the industry are testament to the fact that most
households regard a ceramic tile as an "adornment" for an otherwise "drab look" of their age-old
floorings or an unfurnished wall.

Overall picture of the Industry.

Ceramic tiles as a product segment has grown to a sizeable chunk today at approximately 680
Millions Square meters production per annum. However, the potential seems to be great,
particularly as the housing sector, retail, IT & BPO sectors have been witnessing an
unprecedented boom in recent times.

The key drivers for the ceramic tiles in India are the boom in housing sector coupled by
government policies fuelling strong growth in housing sector. The retail boom in the Indian
economy has also influenced the demand for higher end products. Overall the bullish growth
estimates in the Indian economy has significantly influenced the growth of the Indian Ceramic
tile industry.

The main product segments are the Wall tile, Floor tile, Vitrified tile and Industrial tile segments.
The market shares (in value terms) are 20%, 23% 50%, and 7% respectively for Wall, Floor,
Vitrified, and Industrial tiles. The tiles are available in a wide variety of designs, textures and
surface effects. They cater to tastes as varied from rustics to contemporary marble designs in
super glossy mirror finishes.

Both, traditional methods of manufacturing (tunnel ) and the latest single fast firing methods are
deployed in manufacturing. Some of the latest trends in manufacturing methods can be seen in
India.

The industry also enjoys the unique distinction of being highly indigenous with an abundance of
raw materials, technical skills, infrastructural facilities despite being fairly capital intensive. A
total of over 5,50,000 people are employed in the sector. Out of this, 50,000 people are directly
employed and 5,00,000 are indirectly associated. The potential is huge considering the per capita
consumption of ceramic tiles in India. Currently it is at 0.50 square meters per person in
comparison to over 2 square meters per person for like countries like China, Brazil and Malaysia

Where we stand and what we must do?

As a foreign exchange earner or a global player, Indian Tile industry has captured the attention
of the world in the ceramic tiles segment. To compete internationally, our plants must be geared
up to large units currently operating in China and Turkey are driven by economies of scale.
These will also help us in lowering our cost of production significantly. Also, infrastructural
support is a key factor that determines the speed of growth. Better infrastructure will bring in
better growth in terms of consistency and sustenance. Freight, supply of power and gas remains
the key cost-related issues impacting the industry. Availability, consistent supply and reasonable
rates are extremely important for the growth of the ceramic tile industry.

Also, the prevailing anomalies pertaining to Basic Customs Duty on import of ceramic tiles from
China and raw materials imported from abroad need to be corrected to prevent dumping of tiles
from China. Rural thrust should be enhanced by favorable excise duty and MRP structure

Current status of the Industry

The ceramic tiles industry in India has followed similar trends internationally which have been
characterized by excess capacities and falling margins. Countries like Malaysia, Thailand,
Indonesia, Sri Lanka and Vietnam are setting up their own plants. China has emerged as a major
competitor. Producers from Spain and Italy have the advantage of lower transportation costs
while exporting to USA and Germany. In India, the per capita consumption is as low as 0.50
square meters per person compared to China (2.6 square meters per person), Europe (5 to 6
square meters per person) or Brazil (3.4 square meters per person). Rising disposable incomes of
the growing middle class and 40 million units of housing shortage hold out a great potential.
 CHAPTER – 3

COMPANY PROFILE
COMPANY PROFILE
 BIO DATA OF COMPANY
Name of the Firm
Year of Establishment
Form of Organisation
Size of Organisation
Location of Office
Location of Factory
Phone Number Office
Phone Number Factory
Fax Number
E-Mail
Web Site
Registered Certificate No.
Sales Tax No.
CST No.
Excise Registration No.
Product
No. of Employees
Bankers
Investment
Area Covered
Market
Sri mangalam tiles glasspalace
2011
Private Limited
Medium Scale
No 1/828 kilakarai
New bus stand
Sri mangalam glass & tiles
palace Pvt. Ltd.
Ramnad ecr road
thiruppullani
02822 – 220213, 227171
08282 – 287500-700-900
02822 – 287558
Sri mangalam glass@gmail.com
www.sri mangalam.com
U26914GJ2002 PPC 43194
0922008001
99984063
AABCV7523MXM001
Vitrified Tiles & glass
35
SBI Main Branch, KILAKARAI
30 lakhs
17Acres
Stade
SIZE OF THE FIRM IN THE COMPANY

According to the definition given by Government of India, the size of the

industry can be divided into three main types.
❖ Small Scale Organisation
❖ Medium Scale Organisation
❖ Large Scale Organisation

If company’s investment in plant and machinery is more than 3 crores, it is

called large scale organisation.

The investment of “Sri Mangalam glass &tiles Pvt. Ltd.” in fixed assets is of Rs.
30 lakhs. Therefore, it is coming under the category of small s cale
organization. It also uses manpower, electronic machinery and having more than
35 workers.

FORM OF ORGANISATION

According to the form of organisation, the organisation can be divided as

follows:
❖ Private sector unit
❖ Public sector unit
❖ Joint sector unit

In this firm, it is a private limited firm.

Production process is very important process as the product manufactured in the

company should satisfy the need of the cust omer. The quality is also to be
maintained and the given target should be achieved in the given time period.
The following are the main production stages.
Formation of tile body and drying
The powder is taken from the silos and after sieving on a vibrat or fitted with a
magnet, it is fed into hoppers of the hydraulic press where the powder is pressed
in the shape of a tile of specific size as per the cavity of the die. Green tiles
coming out of the press are sent to the horizontal roller dryer where they are
heated to a specified temperature to remove the moisture

Preparation of designs and screen printing of tiles

In the glaze line and printing section, various types of designs are prepared and
printed on the dried tiles by applying colors on the scr een printing machine.

Firing
The tiles thereafter are fed into the fast single layer roller kiln in which the tiles
are fired. The kiln has different temperatures ranging from 500 0 C to 1500 0 C in
different zones.

Polishing
The baked tiles are subjected to polishing by using 32 head polishing line. The
tiles are also side chamfered. Multi finish tiles do not need polishing operation.

Sorting and packing

The polished tiles are subjected to quality checking and sorting, where an
operation marks out tiles with defects and different grades quality. Different
grades of finished tiles are then packed into different types of packing box
which are marked accordingly.
MARKET SIZE

Market segmentation is based upon the market oriented strategies and

philosophy segmentation gives special emphasis on the demand size of the
market.

“Market segmentation is a method of achieving maximum market response from

limited marketing resources” by the markets for to identify the target customer.
Generally, there are two types of market segmentation.
❖ People oriented approach
❖ Consumer demand or product oriented approach.

In case of Sri mangalam there is no need for market segmentation. Their market
is fixed, so they think that there is no need of ma rket segmentation. They
produce the item according to orders they receive.

ADVERTISEMENT

Now a day, marketing plays an important role for the entire organization.
Marketing is very much necessary for all the products as without marketing the
consumer will have lack of information about the products. Thus, to make the
consumers aware of the product, marketing is done.

Sri Mangalamglass their products on very large scale. They advertise their
products on television and also do wall paintings all over India. They also
distribute pamphlets for the same to the product in anpublished in the authority
RAW MATERIAl AVAILABILITY

Raw materials are the basic requirement for any industry. Raw materials are
converted into finished goods after va rious processes on it.

Raw materials are available with help of roadways if purchased from the nation.
If the materials are purchased from other countries than it is a vailable with help
of railways.
COMPETITORS

It is rightly said that, “Without competitors market does not survive.”

Sri Mangalam is also starving in to sale its products in the competitive market
by continuous development of a product finding new areas of consumption.

Their competitors are

❖ ASIAN TIES HOUSE

❖ BASER TILES

❖ KANMANI GLASS HOUSE

❖ KMS MARBLES

❖ RAZA MARBLES

❖ AS TILES PARK

❖ PKS TILES
 CHAPTER – 4

FUNCTIONAL DEPARTMENTD
 FUNCTIONAL DEPARTMENTS

HR
DEPARTMENTS

FINANCE
DEPARTSMENTS
SALES
DEPARTSMENTS
MARKETING
DEPARTMENTS

SERVICE
DEPARTSMENTS

HUMAN RESOURCE DEPARTSMENTS

A human-resources department (HR department) of an organization performs human

resource management, overseeing various aspects of employment, such as compliance with
labour law and employment standards, administration of employee benefits, and some aspects of
recruitment and dismissal.
Key element
➢ Development, purchasing, production, sales, management, etc., instigating area specific
initiatives aimed at totally eliminating industrial accidents.

➢ Building up safety support systems for global operations.

➢ Standardizing fire prevention management systems.

➢ Totally eliminating traffic accidents by strengthening safe driving management and
implementing.
 QUALITY MANAGEMENT

Quality control means checking the quality, size, shape, capacity and usefulness
of some of the samples selected from lot of the finished product. If any
variations are there than they are to be corrected or that useless product is send
to scrap yard. A well defined quality management system satisfying ISO 9001 -
2000 quality standard and continual improved.

HUMAN RESOURCE PLANNING

Human resource planning is understood as the process of forecasting an

organisation’s future demand for and supply of the rig ht type of people in the
right number. It is only after this that the human resource department can
initiate a recruitment and selection process. Human resource planning is a sub -
system in the total organisational planning. Organisational planning inclu des
management activities that set the company’s objectives for the future and
determine the appropriate means for achieving those objectives. Human
resource planning facilitates the capitalisation of the company’s objectives by
providing the right type a nd right number of personnel. Human resource
planning is like material planning that estimate the type and annuity of the
materials and supplies needed to facilitate the manufacturing activities of the
organisation. Human resource planning is variously c alled manpower planning
or employment planning.
In case of this industry, human resource planning is done as per the need.

TRAINING OF EMPLOYEE

Training refers to the imparting of specific ski lls abilities and knowledge to an
employee.
It is any attempt to improve current or future employee’s performance by
increasing an employee’s ability to perform through learning, usually by
changing the employee’s attitude or increasing skills and knowle dge. The need
for training is determined by the employee’s performance deficiency.

At present training of workers is necessary because many jobs have assumed

highly technological character and under automation. We require highly skilled
operatives. In Sri Mangalam, the workers who need training are kept under
their supervisors who give them training while training for staff members or
managerial level is given on the job.

PERFAMANCE APPRAISAL SYSTEM

Performance appraisal is the assessment of an indivi dual’s performance in a

systematic way. The performance being measured against such factors as job
knowledge, quality and quantity of output, initiative, leadership abilities,
supervision, dependability, co -operation, judgement, versatility, health and li ke
assessment should not be confined to past performance alone. Potentials of the
employee for future performance must also be assessed.

In sri mangalam tiles, the supervisor sees the employee’s ability to do work
properly and efficiently, whether he und erstand his responsibility or not, how is
his behaviour towards his colleagues, etc.
 WAGES &SALARY ADMINISTRAT ION

Wage and Salary Administration refers to the establishment and implementation

of sound policies and prac tices of employee compensation. Wages are the
economic compensation paid to the workers for services derived by them. It can
be divided into two types i.e. piece wage and time wage. In Sri Mangalam,
there is time wage system and it is pai d on monthly basis. There wages are
calculated as per monthly wage rate according to the minimum wages act of
government. Salaries are paid on monthly basis and its amount is by the
company according to working efficiency of the employee.

EMPLOYEE BENEFITS

Now a day, most of the firms provide the provident fund scheme or other
facilities to their workers. It is important as it is one kind of security of a
worker.

Sri Mangalam provides various monitory and non m onitory benefits and services
like:
❖ Bonus ➔ 10% extra bonus is paid to workers.
❖ Allowances ➔ Various types of allowances are given to workers. Mangalam
provides two wheeler facilities (Honda & Splendor) and 100% expense of
petrol.
❖ Statutory Welfare Measures ➔ Under this, the company provides first aid
facility, cold water facility, company distributes sweets and other eatables on
the festivals like bonga l, Diwali, etc.
❖ Loan Facility ➔ Loan is provided to employees when in need. They are not
charging any type of interest on the loan. It is repaid in installments.
 PRICING

Price is the amount charged for the product or service including any warranties
or guarantees, delivery, discounts, services or other items that are paid of the
conditions of sale and are not paid for separately. To the buyer price is a
package or expectations and satisfactions.

2 FINANCE DEPARTMENTS

Finance is regarded as the life blood business enterprise. The modern money oriented
economy finance is one of the basic foundations of all kinds of economic activities it is the
master key which provides access to the entire source for being employed in manufacturing and
merchandising activities it has rightly said that business need money to make made money.

The part of an organization that manages its money. The business functions of a finance
department typically include planning, organizing, auditing, accounting for and controlling its
company's finances. The finance department also usually produces the company's financial
statements.
Financial analysts often assess firm's production and productivity performance,
profitability performance, liquidity performance, working capital performance, fixed assets
performance, fund flow performance and social performance.

However in the present study financial health of GSRTC is measured from the following
perspectives:

• Working capital Analysis

• Financial structure Analysis
• Activity Analysis
• Profitability Analysis
DUTIES OF FINANCIAL DEPARTMENT

It include controlling expenditures and obligations (including operating expenses, debt,

payroll) receipting and depositing all revenues. Accounting for all assets and capital project
expenditures.

ROLE OF FINANCIAL MANAGERS

The role of a financial manager can be discussed under the following heads:

✓ Nature of work
✓ Working conditions
✓ Employment
✓ Training, Other qualifications and Advancement
✓ Job outlook
✓ Earnings

✓ Financial Reporting and Control

Financial Reporting and Control is the function that takes raw accounting entries and
transforms them into usable and comparable financial statements. Requiring far more judgment
than the bookkeeper’s role, this function involves everything from ruling on how to implement
accounting principles to designing financial processes of the organization, selecting accounting
systems, liaising with external auditors, and ensuring that there are no gaps or oversights in
existing processes.

✓ Tax and Compliance

Running a business involves paying tax, and paying tax means doing a lot of calculations
and filling out a lot of forms. Often using the financial statements as a basis, along with various
other configurations of the information produced by Bookkeeping and Payables/Receivables, the
Tax and Compliance function will make sure all of the government forms and filings are sent
complete and on-time to the taxman. A strong Tax and Compliance function will go one step
beyond simple compliance, and will find ways to minimize tax, so as to maximize the company’s
net income.
 Working Capital Management

The key role of Treasury is to make sure that the company doesn’t run out of cash. This
means, among other things, forecasting the upcoming working capital (receivables, payables and
inventory) needs of the company, investing surplus cash in short-term instruments to generate
modest interest income, and managing currency risk.

1. Capital Budgeting
Capital Budgeting is the function responsible for selecting between the various uses of
capital, or capital projects. After all, most organizations will have money available to invest in
the business, with the hopes of either growing sales or reducing expenses. But the opportunities
for spending typically exceed the amount available to spend, so Capital Budgeting develops
business cases to evaluate and identify the most effective projects. A strong Capital Budgeting
function will not only forecast project benefits, but will also track these benefits over time to
determine whether the use of capital was as effective as originally anticipated.

2. Company Development & Company Strategy

Corporate Development and Corporate Strategy can be widely defined, but it is the area
of Finance most heavily populated by former investment bankers and management consultants.
As such, common tasks that fall to this function include sourcing and analyzing mergers &
acquisitions deals, raising debt and equity financing, making capital structure decisions and
providing insight into high level strategic decisions such as entering a new market.

3. Prepare the Budget

It is duty of finance department of company to make the budget before actual providing
money to any department. It will be helpful to fulfill each department with minimum cost.
Finance department can take the past records from respective department. It will be useful for
making better budget.

A sale is the exchange of a commodity or money as the price of a good or a service. Sales
(plural only) is activity related to selling or the amount of goods or services sold in a given time
period.
 The seller or the provider of the goods or services completes a sale in response to an
acquisition, appropriation, requisition or a direct interaction with the buyer at the point of sale.
There is a passing of title (property or ownership) of the item, and the settlement of a price, in
which agreement is reached on a price for which transfer of ownership of the item will occur.
The seller, not the purchaser generally executes the sale and it may be completed prior to the
obligation of payment. In the case of indirect interaction, a person who sells goods or service on
behalf of the owner is known as a salesman or saleswoman or salesperson, but this often refers to
someone selling goods in a store/shop, in which case other terms are also common, including
salesclerk, shop assistant, and retail clerk.

In common law countries, sales are governed generally by the common law and commercial
codes. In the United States, the laws governing sales of goods are somewhat uniform to the
extent that most jurisdictions have adopted Article 2 of the Uniform Commercial Code, albeit
with some non-uniform variations

SALES TECHNIQUE

• A Product is any offering that can satisfy a need or want, while a brand is a specific
offering from a known source.
• When offerings deliver value and satisfaction to the buyer, they are successful.
• Exchange involves obtaining a desired product from someone by offering something
in return. Five conditions must be satisfied for exchange to occur.
• Transaction involves at least two things of value, agreed-upon conditions, a time of
agreement, and a place of agreement.

MARKETING MIX

• Product: provides customer solution.

• Price: represents the customer’s cost.
• Place: customer convenience is key.
• Promotion: communicates with customer
 MARKET RESEARCH

Market research is the systematic and intelligent investigation or study of the

“who, what, where, when, why and how of actual and potential buyers.”

It is the systematic gathering rewardi ng and analyzing of data about problems

connected with the market place. It is the scientific and controlled process of
gathering of non routine marketing information helping management to solve
marketing problems. It acts as the investigative aims of ma rketing manager and
management tool in planning control cycle.
In this industry, first of all they study about customers requirements. They try
to introduce good facilities every time, they have a marketing research team
which goes all over country.

SERVICE DEPARTMENT

A service department is usually associated with a manufacturer. A service department is part of

the factory operations, but does not produce the factory's output. Rather, it provides services to
the factory's production departments. Some examples of service departments include the factory
maintenance department, quality control, factory information technology departments, and the
purchasing department.

The head of each service department is held responsible for the cost incurred in his or her service
department. In traditional cost each service department's costs are then allocated to the
production departments. The service departments' costs become a production department's
indirect factory overhead which is then allocated to the output of each production department.

Customer satisfaction

Customer and industrial products require pre & post purchase services. Service
department is often addressing for customer complaints, Number and type of complaints are
important inputs for marketing strategies, product modification, and new product development.
Regular & Explicit communication should be established between service, marketing and other
relevant functions.

A delighted customer is a satisfied customer. Satisfied customer is more likely to acquire

additional product/ services, and therefore become a profitable customer. Satisfied customer is
also more likely to maintain and group the relationship over an extended period of time

It is the systematic gathering rewarding and analyzing of data about

problems connected with the market place. It is the scientific and controlled
process of gathering of non routine marketing information helping management
to solve marketing problems

Customers derive satisfactionfrom a product or a service based on whether their

need is met effortlessly in a convenient way that makes them loyal to the firm. Hence, customer
satisfaction is an important step to gain customer loyalty.
 CHAPTER – 5

OBSERVATOIN
 OBSERVATION

➢ The internal and external relationship management is good.

➢ The management maintains the accounts properly and auditing
periodically at regular intervals.
➢ They are provide break time to relaxation and reduce the stress in the
company
➢ The company provides more job opportunities and provides enough
training to the employees.
➢ The maitaining customer is fully satisfied
➢ The management maintains good relationship with the employees by
conducting the periodical meeting.
➢ The company have skilled labour
➢ The company provides the facility to the workers.
➢ The company maintains the cu stomer record in secured way.
➢ There is good facility in the proper maintanence
SWOT ANALYSIS
SWOT ANALYSIS

SWOT Analysis means the analysis of

S ➔ Strength

W ➔ Weakness

O ➔ Opportunity

T ➔ Threat

Strength
❖ Mangalam Tiles Pvt. Ltd. is giving employment around 200 employees.
❖ Strong market presence
❖ Develop rural area to reach at the global position.
❖ World class quality ceramic tiles.
❖ Having a desent brand image
❖ Exciusive flore tiles in the market

Weakness

❖ Irregularity in time cost.

❖ mangalam industry entered late in the ma .rket
❖ lack of marketing and promotional tools .
❖ packaging problem faced by some dealers.
❖ Lack of design and varities in wall tiles.
Opportunity

❖ Rapidly and continuous growth in the market, so company will th ink about
expansion.
❖ Having quality product is great opportunity for the company absorb
institutional customer base.
❖ Untapped rural market where small retailer are doing business with local
tiles

Threat

❖ Highly competitive market against imported vitrified tiles.

❖ Due to large number of players in the market is getting staturated day by
day
❖ After the acquisition with oriended difficulty to satisfy the customer
about the exclusive the product and may be result in loss of market share
❖ Hike in interest rate in inflation result in increace inprice of raw material
which may also hurt the sale of c ompany
 CHAPTER – 6

CHRONOLOGICAL WORK
 CHRONOLOGICAL DIARY

FIRST WEAK

MANAGERIAL SKILL
DATE DEPARTMENTS DETAIL
ACQUIRED/ DEVELOPMENT

ROAD
24.05.19 MARKETING HOW TO ROAD ADVERTISEMENT
ADVERTISEMENT

25.05.19 MARKETING CLIENT MEETING HOW TO CLIENT MEET

TRAVELLING
HOW TO FOLLOW CUSTOMER
27.05.19 SALES FOR CUSTOMER
TRAVELLING
FOLLOW

HOW TO BIT NOTICES

28.05.19 MARKETING BIT NOTICES
CUSTOMER

29.05.19 EDP SERVICES HOW TO WATER WASH

ACCOUNTS ARRANGEMENT HOW TO ARRANGEMENT

30.05.19
DEPARTMENT DOCUMENT DOCUMENT
 HOW TO SHOW OWNER
TV
31.05.19 MARKETING COMPANY ADVERTISEMENT
ADVERTISEMENT
SOME ONE TV

1.06.19 SALES SALES HOW TO PRODUCED SALES

HOW TO ADVERTISEMENT IN
3.06.19 MARKETING OUT DOOR
OUT DOOR

ADVERTISEMENT HOW TO DISTRIBUTING

4.06.19 MARKETING
PAMPLET PAMPLET

MS OFFICE
5.06.19 HR HOW TO MS OFFICE WORKING
WORKING

6.06.19 INSURANCE BANK VISIT HOW TO BANK VISIT

 DETAIL ABOUT THE BUSINESS
7.06.19 HR OBERSERVING
PILLARS

8.06.19 HR OBERSERVING EXPLAIN ABOUT SWOT

11.06.19 HR OBSERVING STRUCTURE OF ORGANISATION

13.06.19 FINANCE ANALYSE FINANCIAL DEPARTMENT WORK

HOW TO MAINTAIN CUSTOMER

14.06.19 SERVICE OBERSERVING
REPUTION

DELIVERY SERVICE TO
15.06.19 SERVICE OBERSERVING
CUSTOMER
 HOW SALES
EXECUTIVES
17.06,19 SALES MARKETING SKILLS
SHOULD
PERFORM

HOW THEY
18.06.19 SALES ACHIEVE THEIR MARKETING SKILLS
TARGET

HOW TO CO-
19.06.19 HR HR SKILLS
ORDINATE

ABOUT FUNCTION OF
20.06.19 FINANCE OBERSERVING
DEPARTMENT

INFORMATION
COLLECTED
21.06.19 HR HR SKILLS
FROM HR
DEPARTMENT

SALES AND
22.06.19 OBERSERVING OFFERS DETAILS COLLECTED
MARKETING
CHAPTER – 7

CONCLUSION
 CONCLUSION

From this unit, I learn as many things, I am very much happy to visit the
company. Deep study of mangalam tiles Pvt. Ltd, I came to give my conclusion
that its future is very bright and they will progress well.

The co-operation of the employees is good. The management is also effective

and efficient. All the departments are also handled by authorised perso n who
have great experience and it is one of the response of success of the firm.

So, I wish the company makes more and more profit, fulfill the future plans and
get good and global market.