A Project Report on Survey on Customer Satisfaction of Philips Lightings

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS

INTRODUCTION Electrical lighting business is characterized by low margins and stiff competition. Many of the organized sector manufacturers have launched specialized products to increase profitability. profitability. The domestic domestic players players have been facing intense competition competition from cheap imported Chinese products post removal of import restrictions. However Philip's lighting division recorded better growth than industry and improved its market share in all the segments segments during 2001.Entry barriers in the electronics electronics industry are not very high. Opening up of the economy has attracted a host of global majors, who have launched the latest technology products. One of the most important characteristics of the Indian market is that it is highly price sensitive. Increased pressure due to competition and overzealous capacity creations has resulted in lower margins.PIL is a subsidiary of global electronics giant Philips and a leading player in the consumer electronics and electrical lighting segments backed by superior superior design and technology. technology. It also makes domestic appliances, appliances, electronic electronic components, telecom equipment etc. The parent company Koninklijke Philips Electronics N.V. (KPENV) (KPENV) has acquired 91.5% stake in the company through 2 open offers. offers. The company proposes to delis the shares from the exchanges by making an open offer for the balance stake. Entry barriers in the electronics industry are not very high. Opening up of the economy has attracted a host of global majors, who have launched the latest technology products. products. One of the most important important characteristics characteristics of the Indian market is that it is highly price sensitive. sensitive. Increased Increased pressure pressure due to competition competition and overzealous overzealous capacity capacity creations creations has resulted in lower margins.

INDUSTRY PROFILE Babasabpatilfreepptmba.com

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The modern world is an electrified world. It might be argued that any of a number of electrical appliances deserves a place on a list of the millennium's most significant invent inventio ions. ns. Th Thee light light bulb, bulb, in parti particul cular ar,, prof profou oundl ndly y change changed d hum human an exis existe tence nce by illuminating the night and making it hospitable to a wide range of human activity. The electric light, one of the everyday conveniences that most affects our lives, was invented in 1879 simultaneously by Thomas Alva Edison in the United States and Sir Joseph Wilson Swan in England.

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In

1811, 181 1, when when Sir Sir Hump Humphre hrey y Davy Davy disc discove overe red d that that an elect electri rical cal arc passe passed d

between between two poles poles produced produced light.

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In 1841, experimental arc lights were installed as public lighting along the Place de la Concorde in Paris. Other experiments were undertaken in Europe and America. But the arc light eventually proved impractical because it burned out too quickly.

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Inventors continued to grapple with the problem of developing a reliable electric light that would be practical for both home and publicuse as a viable alternative to gaslight.

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The solution lay not in an electrical arc in open space, but in electricity passed through a filament. The breakthrough theory became known as the Joule effect.

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If passed through a resistant conductor, would glow white-hot with heat energy turned to luminous energy. The problem was devising the right conductor, or

Filament, and inserting it in a container, or bulb, without oxygen because the presence presence of oxygen oxygen would cause cause the filament filament to bum.

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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS •

Swan was the first to construct an electric light bulb, but he had trouble maintaining a vacuum in his bulb. Edison solved this problem, and on October 21, 1879, he illuminated a carbon filament light bulb that glowed continuously for 40 hours.

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In the period from 1878 to 1880 Edison and his associates associates worked on at least three thousand different theories to develop an efficient incandescent lamp.

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Edison was trying to come up with a high resistance system that would require far less electrical power than was used for the arc lamps. This could eventually mean small electric lights suitable for home use.

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By January 1879, at his laboratory in Menlo Park, New Jersey, Edison had built his first high resistance, incandescent electric light. It worked by passing electricity through a thin platinum filament in the glass vacuum bulb, which delayed the filament from melting.

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He even thought about using tungsten, which is the metal used for light bulb filaments now, but he couldn’t work with it given the tools available at that time.

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By the end of 1880, he had produced a 16-watt bulb that could last for 1500 hours and he began to market his new invention.

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In 1910, William David Coolidge of the General Electric Company of Schenectady, New York, York, invented the tungsten tungsten filament, filament, which further further improved improved the longevity longevity of the light bulb.

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Edison did make a lot of money off of his inventions but he was never as brilliant a businessman businessman as inventor. inventor.


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In 1878, even before he had a decent light bulb, he had found backers and started a

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company called the Edison Electric Light Company. Company. As he went along he h e created a half a dozen other companies in the electric field.

They merged in 1889 to form the Edison General Electric Company. In 1892 it

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merged with a company called Thomson-Houston to form General Electric. The dropping of Edison's name was a symbol of the dropping of Edison.

He had sold out his shares and power to gain time and money for his other interests.

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He made a good deal of money, but he sold out too soon. Today General Electric is one of the largest corporations in the world. It has revenues of $70 billion a year, 222,000 employees and operates in 100 countries.

HISTORY-LIGHTING ENGINEERING

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1985 - 2003 Summary of Major Lighting Technology Programs Since early 1985, Continental Design & Engineering has been involved in the creation of significant Intellectual Property for the Automotive Lighting Industry.

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1985: Lighting Product Design & Engineering


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Contine Continental ntal became became a supp supplie lierr of lighti lighting ng enginee engineering ring service servicess in Anderso Anderson, n, Indiana. Federal changes in forward lighting regulations [Federal Motor Vehicle Safety Standard - FMVSS 108] in 1984 permitted replaceable bulb [aerodynamic] headlamps in U.S.A. for the first time. This permitted revolutionary changes in lighting designs.

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1986-1988: Training & CAD Implementation With GM changing to the CGS CAD system, Continental helped many Automotive Suppliers migrate to the new CGS system by creating an entirely new CGS training system for CAD designers.

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1986-1992: Lighting Value Engineering

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1986-2001: Lighting Research & Development Continental Continental has helped create Automotive Automotive Lighting R & D groups for many clients that sustained the rapidly expanding forward lighting products for North American automotive manufacturers.

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1988-1996: Computer-Aided-Engineering Continental created a Computer-Aided-Engineering [CAE] group between 1988 1996 that was able to product CAE simulations with a high degree or correlation (99%) for the following lighting componentry tests:

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1991: Optical Design System Software Continental provided engineering support for the creation of a fully automated Optical Software System (ODS) capable of creating a wide range of headlamp


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opti optica call "pre "presc scri ript ptio ions ns"" whic which h met met all all U.S. U.S. gove govern rnme ment nt head headla lamp mp opti optica call requirements

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1993 - 1999: "Night Drive" Simulations & Animations Contine Continental ntal took the animat animation ion softwa software re [Alias/ [Alias/MA MAYA] YA] utilize utilized d by Stephen Stephen Spielberg for the dinosaurs in the movie Jurassic Park, and applied that simulation technology to forward lighting.

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1998-2002: Advanced Product Development Group Continental created a Detroit based Advanced Product Group [centrally located in Troy, Michigan for strategic access to Ford, Chrysler and GM Tech Centers] to provide customer customer design and engineering engineering support for the Guide Sales group in Detr Detroit oit.. Tech Technic nical ally ly refe referr rred ed to as "Packa "Packagi ging" ng",, this this activi activity ty inclu include dess the engineering and designing of lighting components in restricted or limited spaces, in support of the clay modelers in the Design Studios.

History and Development Of The Industry

An Industry in Transition:

The electric power industry in the United States has entered an era of dramatic change. Largely due to the Energy Policy Act of 1992, the industry is rapidly joining the deregulated natural gas, railroad, trucking, airline, and telecommunications industries in becoming intensely competitive. competitive. The underlying message message is that management must keep


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costs in line if the state's electric utilities are to succeed in today's competitive business climate.

Organizational Organizational Structures of Electric Utilities:

Louisia Louisiana's na's electr electric ic utilitie utilitiess are represe represented nted by a num number ber of differ different ent types types of organizational structures. The term electric utility consists of all enterprises engaged in the production, production, transmission, transmission, and/or distribution distribution of electricity electricity for use by the public and includes the following types of ownership:

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Investor-Owned are organized as tax-paying businesses, usually financed by the sale of securities in the capital market. They are required or have the right to supply electric service in a designated service area, Publicly held investor-owned utilities are those whose common stock is owned by the general public and traded in the open market. A holding company usually means a corporation (parent company) that directly or indirectly owns a majority or all of the voting securities of one or more electric utility companies which are located in the same or contiguous states.

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Cooperatively-Owned are legally established to be owned by and operated for the benefit of those using its service. The utility company will generate, generate, transmit, and/or distribute electricity to a specified area not being serviced by another utility

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Government-Ow Government-Owned ned include municipal systems, federal agencies, agencies, state projects, and public power power districts districts..

Impact of Energy Policy Act of 1992 on Energy Markets:


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With the passage of the Energy Policy Act of 1992 (EPACT), the monopoly status of utilities was partially removed to encourage competition in power generation, wholesale markets, and transmission services.

COMPANY PROFILE In 193 1930, 0, the the Dutc Dutch h elec electro tronic nicss and elect electri rical cal appli applianc ances es giant giant,, N.V. N.V.Phi Phili lips ps Gloeilampenfabrieken, established a company in India to sell its radios. The company, which was named as Philips Electrical Co (India) Ltd., was later rechristened in 1956, as Philips India Pvt Ltd. PIL, today manufactures manufactures a wide range of consumer electronic items, items, electrical lighting, electronic components and industrial electronics. The support and access to technology from the Dutch parent has helped PIL launch into the competitive competitive consumer appliances sector and grow strongly in the CTV and other video products segment. The parent company reduced its stake to 40% in 1979 by offering to the existing existing shareholders (at 1:4), the employees and to the financial institutions, its shares at a premium of Rs4.


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Consequently the name was also changed to Pieco Electronics and Electrical Ltd. However the company continued to sell its then existing products under the brand name of Philips. In September 1993, N V Philips raised its stake back to 51% and changed the company’s name to the original Philips India Ltd. The parent has acquired 91.5% stake in the company throug through h 2 open open offe offers rs in 200 2001. 1. The compa company ny propo propose sess to delis delistt the the shar shares es from from the exchanges by making an open offer for the balance stake. Subsidiary Electric Lamps Manufacturers Manufacturers (India) Ltd is the fully owned subsidiary subsidiary of Philips India Ltd. The parent is planning to consolidate its activities in India under Philips India. India. Accordingly three of the group's companies in the country-Punjab Anand Lamp Industries (PALI), Philips Glass India and Electric Lamp Manufacturers (India)-are proposed to be merged with Philips India. Plant locations PIL’s TV factory is located at Salt Lake, Calcutta and its Audio systems plant is at Pimpri, Pune. Electrical lighting is manufactured at Kalwa in Thane. Picture tubes are made at Kota in Rajasthan, while components are made at Loni near Pune. Industrial equipment is also manufactured at its Pimpri plant. The company was selected as one of the Top 10 "Greenest" Companies in India under a survey carried out by Business Today & TERI

(Tata Energy Research Institute). Manufacturing units of the company are ISO-14001 certified & three of them were re-certified during 200.

VISSION In a world where technology increasingly touches every aspect of our daily lives, we will be a leading solutions provider in the areasest health care, lifestyle and enabling technology, aspiring to become the most admired company in our industry as it sis seen by the stakeholders.

VALUES •

Delight customers.

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Deliver on commitments.

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Develop people.

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Depend on each other.


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BOARD OF DIRECTORS

S M Datta – Chairman K Ramachandran - Managing Director Geert van Heumen S Venkataramani J N Sapru R A Shah Johan van Splunter Frans van Houten Dr S C Jha Secretary R J Wani

CHAIRMAN

MANAGING DIRECTOR

BROAD OF DIRECTORS

RESEARCH & DEVELOPMEN

HUMAN RESOURCE

AUDITING

FINANCE MANAGER

PRODUCTION MANAGER

MARKETING MANAGER

ACCOUNTING CMO REGIONAL ACCOUNTING

Babasabpatilfreepptmba.com HR ANALYSIS SHIPPING

INVENTORY HR TRAINER CONTROL

MATERIAL HANDLING

Page 10 MARKET REGIONAL MANAGER T M

AREA MANAGER SALES EXECUTIVE MANAGER MANAGER


Philips is number one in the global lighting market, a position supported by leadership in innovation combined with a systematic approach to seeking out new market opportunities. Its strategic ambition is to set the pace in the lighting industry as the firstchoice innovative partner for the supply of Creative and cost-effective lighting solutions.

The division’s products are found all around the world: not only everywhere in the home, but also in a multitude of professional applications, for example 30 per cent of offices, 65 per cent of the world’s top airports, 30 per cent of hospitals, 35 per cent of cars and 55 per cent of football stadiums (seven of the ten at the 2002 soccer World Cup in Japan/Korea).

Products include a full range of incandescent and halogen lamps, compact and normal fluorescent lamps, high-intensity gas-discharge and special lamps, fixtures, ballasts, lighting electronics and automotive lamps.

Important market introductions of recent years:


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Halogená offers consumers in the U.S. whiter light and a lifetime about three times longer than standard incandescent lamps.

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Thee ALTO Th ALTO T8 fluo fluore resc scen entt lamp lamp,, whic which h cont contai ains ns the leas leastt merc mercur ury y of all all comparable lamps on the U.S. market while maintaining its superior performance, is being installed in all newly constructed WalMart stores in the U.S.

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Ecotone Ambiance, a compact, energy-saving lamp on the European consumer market, has the same shape and gives the same natural soft light as the Philips Softone.

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The CLEO Natural range of tanning lamps, which apply the latest scientific and medical knowledge in providing a sensible, effective tan in a soft and gentle way.

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MasterColour CITY extends to outdoor applications the excellent "white light" color properties and high efficacy of the existing MasterColour indoor range.

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Metrono Metronomis mis outdoor outdoor lumina luminaire iress reflec reflectt a mod modern ern vision vision of archit architectu ectural ral urban urban lighting, in which leading-edge technology is combined with a clear and elegant design.

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The TL5 TL5 office office lightin lighting g system, system, consist consisting ing of the T5 smallsmall-diam diamete eterr (16mm) (16mm) fluore fluoresce scent nt lamp lamp along along with with efficie efficient nt TL5 fixture fixturess incorpor incorporati ating ng sop sophist histicat icated ed lighting controls, provides high-quality lighting and minimizes energy demands.

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The UHP (Ultra High Power) lamp is currently the leading product in the market for digital data projection in beamers connected to PCs.


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Elect Electro ronic nic balla ballast stss for for TL5 TL5 and PL-T PL-T/C /C lamp lamp circu circuit itss (e.g. (e.g. minia miniatu ture re HFHFMatchbox), and electronic gear for operating HID lamps.

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The recently launched e-Kyoto electronic ballast weighs 58% less and uses 20% less energy than electromagnetic ballasts.

PRODUCT PROFILE Philips Philips lighti lighting ng is the acknowl acknowledge edged d global global leader leader in the lighti lighting ng market market with with annual sales of over 5 billion euro .For more than 100 years Philips has been engaged in the field of lighting research and manufacturing. Since the first Philips lamps in 1891. Philips lighting employs more than 47000 people at manufacturing locations more than 17 countries, with our products &services reaching out to 150 countries.

Throug Throughout hout our products products and service services, s, Philips Philips lighti lighting ng stands stands for intelli intelligent gent soluti solution. on. Maxim Maximum um atte attenti ntion on is paid paid to the enduri enduring ng perfo perform rmanc ancee of our syst system ems: s: ergonomics and human orientation appealing and aesthetoic style: energy efficiency: ease of handling, installation and maintenance optimal cost of ownership and concern for the environment.

Our main products are 

Lamps

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Lumanaries

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Lighting electronics

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Automotive lighting.


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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS 

LAMPS

Thee incand Th incandis isent ent lamp lamp has come a long long way way since since 187 1879-a 9-a centu century ry since since its its invention.from 3 lumen/watt in the carbon finment lamp in 1879,lamp efficiency has incresded to the present 18 lumenthe incandescent lamp continues to be the most type of lamp in our country.

INCANDICENT LAMPS HALOGEN LAMPS COMPACT FLUORESCENT LAMPS FLURECENT LAMPS HID LAMPS

APPLICATIONS:

In all interiors and exteriors where lamps will be screened out of view by us

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of suitable luminaries

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For general lightings in homes, hotels shops and restaurants.

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For indoors table games

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Decorative lighting

CONSUMER LUMINAIRES Decobattens:

Introduction: Lighting plays a pivotal role in the way people feel in and about their domains. Apt lighting systems and add a lively atmosphere. Trust Philips in evolving such systems for your homes and around. Applications: •

Homes

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Shops


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Office interiors

Striplites:

Introduction: Reliable, safe & energy efficient, the Philips ranges of Striplites find usage across a cross section of applications. The appealing designs keep in mind the need for long life and low power consumption.

APPLICATIONS: •

Low Voltage &Extended operation areas

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Homes

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Shops

CFL Luminaries:

Introduction: Lean, agile and efficient, our CFL luminaries are perfect for your personal and professional spaces. Innovative value additions with optimum cost of ownership make them ideal for SoHo and Commercial applications. Invite your patrons, more so incite distinct impressions.

APPLICATIONS: •

Small offices

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Constrained space

Desktops:

Introduction: The Philips ranges of desktop luminaries are designed not only enhance your décor, but also to provide strain-free task lighting.

APPLICATIONS: •

Homes

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Desktop lamp

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Shops

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Restaurants & hotels


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LIGHTING ELECTRONICS:

FTL & CFL Gear

Originally starting with the electromagnetic gear for TL’ fluorescent lamps, Philips today has an extensive portfolio for all FTL & CFL sources, and have spear-headed the electronic control Gear technology for more than two decades now. Applications: •

Household application

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Railway stations

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Offices

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Exhibitions

Halogen Gear:

Halogen lamps have succeeded in diminishing the disadvantages of incandescent sources by a great extent. These lamps provide constant light output with a longer working life as compared to incandescent lamps-but needs compatible and safe gear to run them. APPLICATIONS: •

Indoor Residential: living rooms, decorative & accent lighting

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For 1*12v/50w halogen dichroic lamp

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In professional areas


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HID Gear:

Philips produces the widest possible choice in the control gear for High-intensity. Discharge lamps. Latest additions to the range are open construction ballasts for high pressure pressure sodium, sodium, Mercury Mercury and Metal Metal Halide lamps. lamps. Compactne Compactness ss of dimension dimension makes makes them them a very attractive option for luminary designers.

APPLICATIONS: •

Road/tunnel lighting

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Residential lighting

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Shops

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Retail premises

Ignitors:

There is a wide diversity of HID gear to match the range of lamps available. Our Ignitors ensure reliable lamp ignition and permit construction of smaller gear, as they do not self-heat. Philips semi parallel Ignitors also allow flexibility of remote location and are hum free. They are protected against the hazardous behavior of end-of-life lamps. Lighting Controls:

Today Today perfec perfectt lightin lighting g is essenti essential, al, but it’s it’s not always always enough. enough. The technical technical performance performance of the lamp, optics and ballast ballast remain remain crucial, crucial, but contemporary contemporary lighting lighting solutions must be efficient, flexible, comfortable and most of all effective. Fortunately, lighting controls can provide that added value and continuously create magic.


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PHILIPS TODAY

Today, PHILIPS IS No. 1 or No. 2 in almost all the product-markets we serve. Our heritage heritage is our underst understandi anding ng of how people people experie experience nce technol technology ogy-- because because people people inter interact act with with techn technolo ology gy pract practica icall lly y every every secon second, d, often often witho without ut even even real realis ising ing.. Philips brought the incandescent lamp to India over 70 years ago and is today the most widely used in homes, whether in the remote reaches of India or penthouses in South Mumbai. Mum bai. Philips Philips Lightin Lighting g is today today the prefer preferred red name in hotels, hotels, office offices, s, city city street streets, s, automobiles and anywhere and everywhere light enhances the quality of the ambience.

Philips brought the radio to India when wireless opened up new horizons for information information and entertainment. entertainment. Valves and tubes were quickly replaced by transistors, transistors, and Philips has remained the innovator by being the first to bring the audio cassette, the CD, the VCD, the DVD, for richer and better listening experience. experience. Richer viewing viewing was also on the menu. With Digital Natural Motion, Pixel Plus, Plasma, 100 HZ Real Flat Philips brought visual delight as never seen before. A deep understanding of why and how people listen and see, what experiences people wish for, and a deep knowledge of the technologies that make this possible has kept Philips in the lead for over a century worldwide and over seventy years in India

Philips’ presence in Healthcare in India is all embracing. 50% of Cardiac examinations in India are done on Philis equipment. In the specialised area of surgical xray, Philips innovation in the mobile c-arm for intra operating imaging is unmatched. Philips is today a leader in Healthcare in India and is deeply committed to enhancing the quality of life in very conceivable way. Philips delivers one of the world’s most robust portfolios portfolios of medical systems in the areas of Imaging Imaging (MRI / CT / Cardio Vascular Vascular and Ultrasound), Measurement (Patient Monitoring systems and Cardiology equipment) and Electro Physiological Therapy Systems (Automatic External Defibrillators, Point of Care diagnostics).


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To the consumers' kitchen and home Philips brings convenience and high styling. For the kitchens kitchens a range range of food food process processors: ors: blenders, blenders, juicer juicerss and grinder grinders, s, special specially ly designed for Indian culinary preferences, a range of bread toasters and sandwich makers. For the body beautiful, hair styling and epilation products for the woman and shavers for men. Philips is revolutionising garment care at home with over a million steam irons in perhaps as many homes. All in high style, style, colour and lending glamour and fashion to her home.

All these lifestyle and healthcare consumer offerings get better and better with digital digitalisat isation ion and the intell intellige igence nce that that is embedd embedded. ed. Philips Philips technol technology ogy platfor platforms ms are unsurpassed in these. Philips is today the leading lifestyle and healthcare company in India. It has fashioned itself to continue to be the leader in an India where people are increasingly becoming part of three revolutions: revolutions: the convergence revolution, the digital revolution revolution and the Internet revolution. Philips is far more focused, leaner, even more consumer centered, more agile – all of which is reflected in its performance and in the excitement within the company.

SUSTAINABILITY OF PHILIPS At Philips, we are in the unique position to link our brand heritage to the challenge challenge of improving the quality of people's lives. This is what Philips has done since our founders starte started d the company company.. For Anton Anton and Gerard Gerard Philips Philips there was no differ difference ence between between business and and sustainable sustainable business. business. Putting people at the center center was inherent in their their way of doing business. You could say sustainability is in our DNA

They They have long been been integrat integrating ing the triple triple bottom bottom line, line, strivin striving g for economic economic prosperity, prosperity, environmental environmental quality and social equity.Sustainabi equity.Sustainability lity is built into our heritage, our values and our commitment to improve the quality of people's lives.


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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS Building knowledge, exploring opportunities

We have made great strides in building knowledge and creating awareness of sustainability throughout the company. Now we are taking our commitment to a higher level.

In keeping with our philosophy of continuous improvement, we are working to strengthen our performance against the triple bottom line. Our efforts are wide-ranging, from improving our process of reporting on our sustainability performance to stakeholder dialogue to supplier management to diversity and inclusion to EcoVision.

Sustainable development is a necessity and the right thing to do. It's also our way of doing business - an investment that creates value and secures our future.

APPLICATIONS OF LIGHTINING

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INDUSTRIAL LIGHTINING •

OFFICE LIGHTINING


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SHOP LIGHTINING

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HOME LIGHTINING

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HOSPITALITY LIGHTINING

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SPORTS LIGHTINING

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PETROL STATIONS

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AUTOMOTIVE

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INDUSTRIAL LIGHTINING

A plea pleasa sant nt work workin ing g envi enviro ronm nmen entt stim stimul ulat ates es pers person onne nell to incr increa ease se thei their r performance, performance, in terms of both quality quality and throughput. throughput. Good lighting contributes contributes to this area by being a functional facility, with the task of ensuring good visibility in the working environment. Good light makes work safer and less tiring, resulting in fewer accidents, lower fault and reject levels and higher productivity. It also plays an emotional role in determining how people experience and appreciate the environment in which they work. Good lighting pays for itself. High-quality, industrial lighting makes an important and positive contribution and hence improves productivity. Quality lighting means enough light on the working area, higher uniformity and suitable colour properties. Lighting also should be in such a way that it does not give any glare. Every industry will also have some outdoor area, which needs good lighting. Lighting for typical applications is related to the activity taking place and its size.

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OFFICE LIGHTINING Office lighting plays a key role in creating a working environment that empowers

people to function function to the very best of their abilities. Lighting Lighting contributes contributes to the principal needs such as performance, comfort, ambience and cost effectiveness. Productivity of the


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company rests on the capacity of the individual employees to work effectively; therefore offices today are designed to optimize performance. Lighting contributes to the physical comfort of the employees promoting a sense of well being, safety and alertness. Lighting control is becoming increasingly increasingly important to offer flexibility flexibility and energy management. management. In the changing world, energy efficiency and conservation and green lighting concepts are becoming popular and getting adapted faster. faster. Philips has innovated innovated many state-of-thestate-of-the-art art products that support support energy energy efficiency efficiency and and minimize minimize the impact impact on the environment. environment. Offices differ from one another in terms of structure and organisation and so do the require requirement mentss of lighti lighting. ng. Office Office lighting lighting require requirement mentss differ differss betwee between n an open plan plan concept, closed room approach, meeting halls, lobbies, utilities, etc. Lighting control is becoming increasingly increasingly important important to to offer flexibil flexibility ity and energy energy management management

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SHOP LIGHTINING Every shop has a different image to convey and different products to sell. Each

aspect of a shop should be carefully designed with its clientele in mind. Shops also carry their their own own identi identity ty.. Light Lighting ing suppo support rtss a shop shop in its its ident identit ity, y, sho shows ws off off the the shop' shop'ss merchandise to its best advantage, serving as a true magnet, drawing customers into the shop and persuading them to buy. Philips Lighting offers many ways to attract customers, inspire them to enter the shop, provide visual comfort and draw them towards the products to buy.

Lighting also guides and orientates people within a shop, directing their attention to a visual interest, highlighting details and workmanship and quality of materials, and finally stimulating the customer to make a purchase. Good and effective Lighting for shops can only be designed based on the type of shop and its profile and desired image. •

HOME LIGHTINING


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Whether Whether you are building a new home or redecorating, redecorating, one of the most overlooked elements of design but with very good scope to make an impact is lighting. The light in your home can be peaceful and comfortable, romantic and intimate, or cheerful and festive. Light can turn strangers away and welcome friends inside. Your options for lighting each room are as varied as the colors of paint and textures of carpet you've selected. Each choice sets sets a diff differ erent ent mo mood, od, casts casts a dist distinc inctt shado shadow w and emit emitss a cert certain ain glow. glow. If you you're 're highlighting a piece of artwork, lighting a bathroom mirror, or shedding light on your favorite novel, light can add to the functionality and beauty of every room. Let's take a room by room look at some tips that will better help you furnish your home with light. •

HOSPITALITY LIGHTINING A hotel is often chosen based on its image, comfort, facilities, facilities, location, star rating, cost etc. A hotel offers its guests a broad spectrum of lodging experiences. Every area of the hotel is carefully designed with its image and clientele in mind. Lighting plays a vital role in hotels due to its vast offering. Lighting enhances identity and image of a hotel. Lighting not only provides comfort and safety to customers but also used to guide and orientat orientatee people, people, highlig highlightin hting g detail detailss and enhanci enhancing ng functio functional nal aspects aspects,, and finall finally y impressing the customer to stay and/or come back

Starting from the external decorative lighting which stresses the location of the hotel or the catchy signs which grab the attention of a roadside driver, up to the classic lounge all shining or the economic check-in counter, the exclusive international cuisine or the simple fast food in the coffee house. The list expands to the perfect gymnasium, recreational and business facilities, etc., and so does the variety of lighting requirements. •

SPORTS LIGHTINING Sports lighting concerns not only large stadiums but also the thousands of local recreation facilities in our communities. It is more than just floodlighting. It is about how


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we use light to create appropriate environments, both for televised and recreational activity. There are innumerable varieties of sports, viz. summer and winter, indoor and outdoor, day and night, etc. The level and type of sports defines the role of lighting, recreational, amateur or professional professional levels each demanding specific lighting criteria. criteria. Lighting criteria that ensures good lighting in sports facilities are Horizontal & vertical luminance, lighting uniformity, Glare restriction, Modeling & shadows, Colour appearance and colour rendering. The various segments of sports are summarized into a few, due to their common lighting criteria •

PETROL STATIONS Petrol station lighting is lighting for both within the forecourts of the station and its close surroundings. Service, the key competitive selling point for petrol stations simply refers to the conditions and ambience in and around the station should meet the following primary primary criteria criteria 1. The custome customerr feels at ease and comfort comfortable able when when helping helping himself himself to whatever whatever fuel he/she needs and when patronising the shop within the station

2. The customer customer has been enticed enticed to revisit revisit the station station or or a similar similar station station of the the same brand. Segments

The various functional parameters of a petrol station and their purposes are different from each other. While the purpose of road sign and approach lighting is to draw the attention and provide information in regard to brand etc., the lighting under the canopy should focus on providing the visual performance and comfort and so is the lighting for the other other areas areas.. Th Thee diff differ erent ent area areass with within in a petrol petrol stat station ion that that need need diffe differe rent nt light lighting ing treatments are


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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS 

Signs and approach



Entrance and exit roads



Under-canopy lighting



Shop/store lighting

Whether Whether you are building a new home or redecorating, redecorating, one of the most overlooked elements of design but with very good scope to make an impact is lighting. The light in your home can be peaceful and comfortable, romantic and intimate, or cheerful and festive. Light can turn strangers away and welcome friends inside. Your options for lighting each room are as varied as the colors of paint and textures of carpet you've selected. Each choice sets sets a diff differ erent ent mo mood, od, casts casts a dist distinc inctt shado shadow w and emit emitss a cert certain ain glow. glow. If you you're 're highlighting a piece of artwork, lighting a bathroom mirror, or shedding light on your favorite novel, light can add to the functionality and beauty of every room. Let's take a room by room look at some tips that will better help you furnish your home with light.

•

AUTOMOTIVE Automotive lighting helps drivers and pedestrians to see clearly while on the road. Philips Lighting solutions solutions for automotives automotives are designed designed principally principally to promote promote road safety and driver comfort. Along with headlights, our product range includes lighting solutions for brake lights, lights, turn signals, signals, parking lights, and dashboards dashboards as well as an array of interior interior lights. lights.Whe Whethe therr you are driving driving in broad broad daylight daylight,, at night night or under under extrem extremee weather weather conditions, there is always an automotive lighting solution that will best suit your needs. THEIRSTRATEGY •

Increase profitability through re-allocation of capital towards opportunities offering higher returns


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Leverage the Philips brand and our core competencies in healthcare, lifestyle and technology to grow in selected categories and geographies

•

Build partnerships with key customers, both in the business-to-business and business-to-c business-to-consume onsumerr areas

•

Continue to invest in maintaining world-class R&D and leverage our strong intellectual property portfolio

•

Strengthen our leadership competencies

•

Drive productivity through business transformation and operational excellence


RESEARCH STUDY NEED FOR STUDY

The study is primarily to understand the organization and how organization is working .How the organization organization structure made and also understands the various strategies followed by the company company to get the attention attention of middle middle level customer customerss in the lighting lighting business. business. This


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study study help helpss by coll collec ecti ting ng the infor informa mati tion on and putti putting ng fort forth h sug sugge gest stion ionss to help help the the company.

TITLE OF THE STUDY:

Organization study with reference to buying behavior of middle level consumers.

OBJECTIVES OF THE STUDY: •

To identify the customer decision-making process in the middle sector.

•

To identify decreasing level of sales.

•

To know the actual competitors.

•

To know its place in Bangalore market.

•

To know the new strategies to be adopted.

SCOPE OF THE STUDY:

A rese resear arch ch study study on custo custome merr buyin buying g behav behavior ior incl include udess the the follo followi wing ng behav behavior ioral al perspectives perspectives regarding regarding preferences, preferences, likes likes &brand buying etc etc which are purely purely qualitative qualitative in nature and the scope does not cover the qualitative information on order to ignore the standard error.

RESEARCH METHODOLOGY: TYPES OF REARCH:

DESCRIPTIVE RESEARCH BY SURVEY METHOD

This area of research is undoubtedly the best-known field in market research. It involves the process of obtaining data through questionnaires. It is possible to identify the three broad types of marketing study.


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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS ESTABLISHING FACTS:

These are designed to establish patterns of behavior. The information generated is hard and gives quantified statistics on usage, behavior etc. typical questions could be:



What made you buy it?



Which brand you choose?



How do you buy it?



How much you can spend for lightings?

By employing this method it is also possible to establish, size of the market, which could be overall by brand, by segment, sales outlets and can find details.

FINDING OPTIONS:

Designed to discover attitudes, beliefs and awareness. It is soft data but can provide info inform rmat atio ion n to help help in fram framin ing g an adve advert rtis isin ing g copy copy or sugg sugges estt for for new new prod produc uctt development. A typical question could be can you describe the willingness of the lighting product in in various countries. countries.

INTERPRETING ACTIONS OR OPTIONS

Here the researchers are trying to establish the motivation behind the beliefs and actions. BENEFITS 

It provides information on a wide population.



It can fill a wide range of information needed.



It is relatively efficient and flexible

DEMERITS


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SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS 

Bias



Lack of understanding and misconceptions



Misinformation



Non response response

DATA TYPE: •

PRIMARY DATA

Primary research includes the following QUALITATIVE RESEARCH

In the qualitative research, the information gathered is generally impossible to justify statisticall statistically y but conveys feelings feelings or insights. insights. Results Results are usually usually based on small examples. It can provide crucial information’s, which can be explored further to qualitative work.

Qualitative information is used to 

Clarify issues prior to quantitative studies



Identify possible new product development



Generate hypothesis



Analyze retailer behavior



Establish an emotional reason why a brand is preferred.

QUANTITATIVE RESEARCH:

This is statistically based and better known currency of market research. It examines how much, who, where and when. It uses the techniques of sampling; questionnaire and computer based data processing to produce valid qualitative estimates. This method is more


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time consuming than quantitative work, but is important if the problem has quantitative aspect. It is used to

•



Establish the rate of use of product or service.



Support decisions with a quantitative aspect.



Indicate preferences, for example, to establish brand share.



Help reducing bias.



Increase response rate.

SECONDARY DATA

This Th is data data is term termed ed as refe refere rence nce data. data. It is obtai obtaine ned d from from compa company ny repor reports ts,, magazines and libraries. SAMPLE DESIGN

Area samples of 150 builders were selected from different areas within Bangalore city. The survey is carried from the high potential, medium and low potential areas are identified from the opinion of personal manager.

No. Of samples Sampling unit


150 Bangalore City

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RESEARCH INSTRUMENT 1.QUESTIONNARIE: AN QUESTIONNARIE WAS FRAMED COSISTING OF RECORDS:

The questionnaire is an important tool in the market research. It can provide information on the following:

•

Facts

•

Opinions

•

Motives

•

Behaviors

Questionnaires are used for several purposes and reasons. They are •

To collect the record data

•

To compare data

To ask questions in the same to eliminate bias. A great deal work can be put into the background background of research research project. This can be tested if the questionnaires questionnaires are not right. This following characteristic makes a questionnaire good.

•

Understandable and ambiguous

•

Focused and relevant to the problem

•

Simple for both interviews and processes TYPES OF QUESTIONS


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There are two types of questions 

Open ended question



Closed ended question



The questionnaire designed is of closed end type

CLOSE ENDED TYPE

There offer the respondent the choice of answer and may be simple (yes / no) questions or multiple choice. The multiple choices take care of the choice of the answer. Closed questions also include the use of scales. Scales are used to measure qualitative attitudes to a product or service. The most commonly used scales are

THE LIKERT SCALE The respondent is given a statement and how much they agree or disagree. The answer is recorded on a fire point scale and the result can be combined to give an average score.

SEMANTIC DIFFERENTIAL SCALE This is useful in establishing the perceive image of a product, price or services. Respondents are asked to describe the object of within two opposite words or phases. IMPORTANCE SCALE This is used to describe product features along the scale of importance. It is useful for assessing the changes on prices of products.

VERBAL FREQUENCY The respondent may unable to give precise information on how often they act or behave in a certain certain way.


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LIMAITATIONS

•

Though the study is purely based on primary data few.

•

The study is restricted for a period of two months and it is confined to Bangalore city only.

•

The survey survey was conducted conducted by meeting meeting respondent respondentss persona personally lly,, which which may be subjective to individual bias.

•

The sample size is so small compared to the population and the study will limit to its findings.

•

Since non-probability sampling is employed the research findings might not be accurately relevant to the population.


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1.which company products you used already?

S.NO

OPINION

NO OF PERCEN PERCENTAG TAGE E OF RESPNDENTS RESPONDENTS

1

Philips

99

66%

2

Wipro

15

10%

3

Surya

9

6%

4

Osram

5

3%

5

Others

22

15%

150

100%

TOTAL

INTERPRETATION

From the table 66% of the people were used Philips products, 10% of the people used Wipro, 6% of the people used Surya, 3% are used Osram and 15% of the people were used other local company products. INFERENCE

Most of the people were used Philips products. All the other companies companies were having fewer shares in the market earlier.


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Osram 3%

Others 15%

Philips Wipro

Surya 6%

Surya Osram

Wipro 10%

Philips 66%

Others

2.which company products you are using now?

NUMBER NUMBER OF S.NO 1 2 3 4 5 TOTAL

OPINION PHILIPS WIPRO SURYA OSRAM OTHERS

RESPONDENTS 42 30 9 57 12 150

PERCENTAGE OF RESPONDENTS 28% 20% 6% 38% 8% 100%

INTERPRETATION

From the table 28% of the people are using Philips products, 20% of the people are using Wipro, 6% of the people are using Surya, 38% are using Osram and 8% of the people are using other local company products.


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INFERENCE

Most of the people who used Philips products products they left using because of bad service. service. Osram getting improve ment because its price is low&more warranty


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3.If earlier is different than this why you changed?

S.NO 1 2

OPINION High price Bad performance

3 4 TOTAL

NO OF RESPONDENTS 56

PERSENT OF RESPONDENTS 37%

37 35 22 150

25% 23% 15%

Bad service Not changed

INTERPRETATION

37% of the people changed their mind because of highprice,25% of the people because of bad performance,23% performance,23% of the people because of bad service and 15% of the people not changed. changed. INFERENCE

Most of the people give more preference to least cost products.

4. Are you satisfied with your product now? (Yes/no)

S.no

Opinio nion

No of respon pondent dentss

Percent centag agee of respond pondeents nts


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1 2 Total

Yes No

141 9 150

94% 6% 100%

INTERPRETATION

94% of the people are satisfied with their present product and 6% of the people are not satisfied. INFERENCE

Most of the people are satisfied with their present product.

1 0.8 0.6 0.4 0.2 0 Yes

No

5.If u gets a chance to buy lighting products in future which brand you will prefer?

S.No

Opinion

No of respondents

Percentage of respondents

1

Philips

55

37%

2

Wipro

30

20%

3

Surya

5

3%

4

Osram

40

27%

5

Others

20

13%


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Total

150

100%

INTERPRETATION

From the table 37% of the people were used Philips products, 20% of the people used Wipro, 3% of the people used Surya, 27% are used Osram and 13% of the people were used other local company products INFERENCE

Most people prefer the brand Philips.

Others 13% Osram 27%

Philips 37%

Surya Wipro 3% 20%

Phil Philip ips s

Wipr ipro

Surya

Osram

Others

6.Have you ever used Philips products?

S.NO

OPINION

NO OF RESPONDENTS

PERCENT OF RESPONDENTS

1

YES

134

89%

2

NO

16

11%

150

100%

TOTAL

INTERPRETATION 89% of the total people are used Philips products.11% are not yet.


Page 39

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS INFERENCE

Most of the people know about Philips.

No 11%

Yes No

Yes 89%

7.How do you know about Philips?

S.NO

OPINION

NO OF

PERCENT OF

1

ADS

RESPONDENTS 96

RESPONDENTS 64%

2 3

FRIENDS ELECTRICIANS

32 16

21% 11%

4 TOTAL

OTHERS

6 150

4% 100%

INTERPRETATION

64% of the people know about Philips through ads, 21% of them through friends, 11% of them through electricians and 4% of them through others. INFERENCE

Most of them know through ads. To improve businesses invest on ads.


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8.How would you rate the performance of Philips?

S.NO

1 2 3 TOTAL

OPINION

NO OF

PERCENTAGE OF

SATISFIED NOTGOOD NOANSWER

RESPONDENTS 53 45 52 150

RESPONDENTS 35% 30% 35% 100%

INTERPRETATION

35% of the people are satisfied with the Philips products, 30% of them saying nogood, and 35% of them no response. INFERENCE

Overall Philips products are not able to satisfy consumer needs.


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9.What motivated you to buy the produce?

S.NO 1 2 3 4 TOTAL

OPINION

NO OF

PERCENTAGE OF

PRICE PERFORMANCE SERVICE BRANDIMAGE

RESPONDENTS 39 63 25 23 150

RESPONDENTS 26% 42% 17% 15% 100%

INTERPRETATION

26% of the people giving preference to price, 42% of them for good performance, 17% of them for service, 15% of them for brand image.

INFERENCE

Most of the people are bothering about performance of the product. They least bother about about brand image.


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Brandimage 15%

Price 26%

Service 17%

Performance 42%

Pric Price e

Per Perform ormance ance

Ser Service ice

Bran Brandi dim mage age

CONCLUSIONS FROM ANALYSIS ANALYSIS

From the above analysis the following conclusion can be drawn



Most of the people use Philips products. All the other companies were having fewer shares in the lighting market sector earlier.



Most of the people are habituated towards local companies products. That why Philips is loosing its share in the market.



Features that the consumer wants in lighting industry are performance & service.



The service of Osram rated the best in my research. They are giving 4 years warranty for a tube.


Page 43

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS 

Philips is loosing its strength in middle segments consumer market because of bad service.



People looking for power saving lighting equipments with least cost.



Most of the people are comparing their present product with the new arrivals.



Most of the people know about Philips lighting products they were using, they are using and they will use it.



Majority of the people knows Philips through ADVERTISEMENT. And quality.



Performance of Philips rated poor in my survey. Sales executives do not responded towards the consumer proposals as required.



Most of the people seek for getting discount



All local companies are able to satisfy the needs n eeds of the consumer but Philips failed in this scenario.



But the brand name Philips has not changed and is as same as before.


Page 44



1.which company products you used already? A. Philips

B.Wipro

C.Surya

D.Osram

E.Others

D.Osram

E.Others

2.which company products you are using now? A. Philips

B.Wipro

C.Surya

3.If earlier is different than why have you changed? A. High price

B.High performance C.Bad service D. Not changed

4. Are you satisfied with your product now? (Yes/no) Yes

No

5.If u gets a chance brand you will prefer? prefer? A. Philips

B.Wipro

to

buy

lighting

C.Surya

products

D.Osram

in

future

which

E.Others

6.Have you ever used Philips products? (Yes/no) Yes

No


Page 45


7.How do you know about Philips? A. Ads

B.Friends

C.Electricals

E.Others

8.How would you rate the performance of Philips? A. Satisfied

B.Notgood

C.No Answer

9.What motivated you to buy the produce? A. Price

B.Performance

C.Service

D.Brandimage

10.personal details: Name:

Address:

Respondent ( )


Researcher ( )

Page 46



Page 47

A Project Report on Survey on Customer Satisfaction of Philips Lightings

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