Department of Management Studies, Sir MVIT ,Bangalore Page 1

EXECUTIVE SUMMARY











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CHAPTER : 1
INTRODUCTION



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INTRODUCTION ABOUT THE INTERNSHIP

The present aim is to examine the CUSTOMER SATISFACTION TOWARDS CEASE
FIRE INDUSTRIAL PRODUCTS .The study was conducted in Malleshwaram , Bangalore
.This study was carried out for 8 weeks . The importance of the study is emphasized by the
fact that Customer satisfaction is persons feelings of pleasure (or) disappointment
resulting from comparing products performance in relation to his/her expectations.
It is the key to generate High customer loyalty , Allows to improve business and find areas that
can be improved , to give them what they want, thereby creating happy customers. Happy
customers return and return customers help business to do better, and to learn more about
your competition and what customers think of them.

TOPIC CHOOSEN FOR STUDY
A STUDY ON CUSTOMER SATISFACTION TOWARDS CEASE FIRE INDUSTRIAL
PRODUCTS.

NEED FOR THE STUDY
To understand the satisfaction level of the customer regarding the service provided by the
Ceasefire industries limited to understand what are the customer requirements and
improvement required by them in service.






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OBJECTIVE OF THE STUDY

To know the customer satisfaction level who are using ceasefire product.
To understand the efficiency and effectiveness of existing services at Ceasefire
Industries.
To know the features influencing the customer during the purchase of Ceasefire products.
To know the customers opinion with regard to after sales service or post sales service.

SCOPE OF THE STUDY

This project will help the company to evaluate their marketing strategies ,products and the services
they deliver , and the respondents expectations from the company from this survey also to be
known.
The study was conducted in Bangalore City.

RESEARCH METHODOLOGY

Research methodology is a systematic way of solving the research problem, the methods used
for analysis and the logic behind the methods used in the context of the study.

Type of Research

Descriptive research

The descriptive research attempts to describe, explain and interpret conditions of the present
i.e. what is. The purpose of a descriptive research is to examine a phenomenon that is


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occurring at a specific place(s) and time. A descriptive research is concerned with conditions,
practices, structures, differences or relationships that exist, opinions held, processes that are
going on or trends that are evident.

Sources of data collection

1. Primary data: Collect through Questionaire and Personal interaction.

2. Secondary data: Source of secondary data
Various journals,
Papers,
Relevant articles available and
Related websites.

Sample Area

Bangalore

Sample size

100

Method of Data Collection:

Questionnaire : A well structured questionnaire is constructed for the survey. Close
ended as well as open ended questions will be used in drafting the questionnaire.
Plan of data presentation and analysis:
Data Presentation: Data collected will be represented by graphs, charts and bars.
Tools for Analysis: The statistical tools used for analysis is percentage method and
analysed data is presented by graph/charts.


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LITERATURE REVIEW

1."Customer Satisfaction: A Central Phenomenon in Marketing" By SENSOY ERTAN
(2010)

Consumer satisfaction is a central concept in modern marketing thought and practice. The
marketing concept emphasizes delivering satisfaction to consumers and obtaining profits in
return. As a result, overall quality of life is expected to be enhanced. Thus, consumer
satisfaction is crucial to meeting various needs of consumers, business, and society. The
realization of this importance has led to a proliferation of research on consumer satisfaction
over the past two decades. Attempts to make significant contributions toward understanding
this important area have been made, including numerous studies and annual conferences on
consumer satisfaction/dissatisfaction and complaining behaviour.

We considered the antecedents of satisfaction and defined that satisfaction is closely linked
with customer expectations and products perceived performance. If the product meets his
expectations, the consumer is satisfied; if it exceeds them the consumer is highly satisfied
;but if it falls short the consumer is dissatisfied. Besides, customers having different
characteristics can introduce variability in the satisfaction retention relationship.


2. Fundamentals of Customer-Focused Management: Competing through services By
JOVI (2011)
Satisfaction is a result of a product related experience and reflects the overall opinion of a
consumers experience with the products performance. It makes little sense to measure
satisfaction on a product that has never been used.
Satisfaction can influence post-purchase/post-experience actions (such as word of mouth
effects and repeat purchase behaviour). Additional post-experience actions might include
search behaviours, changes in shopping behaviours, and trial of associated products.


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Satisfaction and attitude are closely related concepts. Attitudes and satisfaction may both be
defined as an evaluation of a social object and the individuals relationship to it. The
distinction is that satisfaction is a post experience evaluation of fitness or utility of the
product.

LIMITATIONS OF THE STUDY

The research was conducted on the assumption that the replies are accurate and the
finding depends upon the fairness of the information given by the respondents.
Sometimes the respondents refused to cooperate since most of the respondents were
working people and they did not have the time to look into detail and gave replies.
The respondents may skip some questions.
Also they may not respond to every question correctly.
The important constraint is the time limit . Since the study had to be conducted in a
short span of time ,the accuracy may be affected.







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CHAPTER : 2
INDUSTRY & COMPANY
PROFILE



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INDUSTRY PROFILE

The India fire safety equipment market is forecast to grow to a value of around $4.26 billion
by the end of 2017. With rapid industrialization and escalating governmental regulations, the
fire safety equipments market in India is poised for growth.

Every year, India loses thousands of lives and assets valuing billions in accidents caused due
to fire. Even though, the laws related to fire safety and risks have levied statutory norms, but
there are no major penalties on violation of any such mandatory norm. Various fire safety
audits have concluded that several establishments lack basic fire prevention measures, even
in important sectors like healthcare. The same scenario holds true for the residential sector as
well. This has resulted into the emergence of massive unorganized sector with the dominant
market share when compared to the organized marketplace in the Indian fire safety
equipments

The demand for fire safety equipments is rising on the heels of economic growth of India,
rapid industrialization, radically growing commercial sector and improvement in the overall
real state industries.

The usage and application of fire safety equipments are continuously increasing with
corporations and commercial entities laying additional emphasis on fire safety and security.
Many state governments have now made it mandatory for proper installation and adequacy of
fire safety installations, particularly in commercial establishments. With the intensification of
competition as a result of entry of several small and unorganized players into the market,
innovation and product differentiation are likely to play the key role for the players.

The fire protection market in India is highly fragmented and majorly dominated by
unorganized players with regional presence. Most of these companies are either family
owned or proprietary concerns. There are only a handful of players in the organized market
with pan India presence in this industry which leaves huge growth opportunities for


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international companies to enter this market before it gets organized or crowded and capture
the market share with quality products.

Major Players in India in producing fire safety equipments are :

Winco Valves Pvt. Ltd.
Unique Industries
Hindustan fire Protection
M-tech Fire services
Safex fire services ltd.

Ceasefire Industries Ltd.











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COMPANY PROFILE

Cease Fire commenced business in 1986 in Noida . The principal business was manufacturing
a proprietary dual agent, automatic fire suppression system. Its unique, proven technology
has been used worldwide. Over 25,000 automatic units and one million handheld portables
have been sold since 1986. We have been growing our business and expanding our product
line in our current location in Vancouver WA since 2002.
Ceasefire has a strong presence in more than 300 of Indias main cities and towns.
Their manufacturing capability boasts technology and systems on par with the worlds finest,
with a number of proprietary manufacturing and quality processes in place that are unique to
Ceasefire. More than 250 employees man our plant and our in- house R&D facility.
Our arsenal of over 300 products are totally equipped to tackle any fire solution and security
need.
Across the company, a team of 2,000 motivated employees man three distribution verticals -
fire solutions, security and large-scale projects.
60% of Ceasefires top management today has been grown from within the company .This is
possible thanks to a highly unconventional work culture. One that promotes initiative and free
thinking and rewards excellence in myriad tangible ways.
They also invest deeply in hiring the right candidates and training them right, with our own
recruitment cell and training division. Their residential training centres focus not merely on
selling skills, but also on discovering and harnessing each individuals full potential.As a
direct fallout of this, there are no time frames for appraisals at Ceasefire, and targets are set
by each individual.



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The Federal Aviation Administration (FAA), O'Hare International Airport, Honeywell, LTV
Steel, Navistar, US National Park Service, Chicago Transit Authority, London Underground,
Intel, AT&T and Verizon Wireless have depended on Cease Fire suppression systems for fire
protection of valuable property and equipment.
CeaseFire was the only private company asked to testify before the US Congress following
the ValuJet tragedy regarding future aviation fire suppression technology. In addition, recent
evaluations of the Cease Fire technology by the US Naval Research Laboratory recognized
its value and instituted further testing and evaluation for use onboard large-scale capital ships
of the US Navy.
Recently they have completed additional testing proving the noncorrosive and nonconductive
nature of our proprietary dry chemical agent, CF-33, at extreme conditions and over extended
periods.
Cease Fire is currently in the process of attaining additional approvals over a broader range of
systems. Our Factory Mutual approved manufacturing facilities will soon be registered as
ISO-9001 compliant as well.
ALLIANCES
Building Quality Based Parternership
Where technology alliances are required, our policy is clear: To offer the best, you
must partner with the best. As a result, all our alliances are with world leaders in their
respective fields. Even if that means a cost premium for us and for our end customer.






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CEASEFIRE TECHNOLOGY PARTNERS

SL.
NO.
COMPANY COUNTRY PRODUCT
1 BRK Electronics US Standalone Smoke Detectors
2 Visonic Ltd. Israel
Wireless Smoke Detection system /
Burglar Alarm System
3
Hochiki Europe
(UK) Ltd.
UK
Wired Conventional & Addressable
Alarm System
4 Everlux Portugal Escape Signages (CSEE Systems)
5 Na-De Turkey
Video Door Phones and Motion
Sensing Lights
6 Rifatron Korea DVR for CCTV
7 HDPRO Korea Cameras for CCTV
8 Fiwarec Germany CQRS System
9 Telesto Poland
CHPS & Watermist Hydrant System,
Kitchen Suppression System
10 H
2
O Science Denmark Watermist CAFS 9 & 50 ltrs. 2
11 Optex Japan Perimeter Protection - Detectors
12 Kivanc Turkey Fire Suits




Table No. 2.1

VISION
Ceasefire industries aim to consolidate their position as the nation's safety and
security experts.
To build towards a leadership position in the massive projects market. And to foray
into global markets , operating with the same set of principles and business practices
that have helped to succeed within India's borders.


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MISSION
To continue to focus on their Ceasefire family, both employees and their customers.
Their level of comfort and happiness will remain the utmost concern.
The future will see an institutionalization of the company, with a far wider scope and
scale of operations.

QUALITY POLICY
Ceasefires products arent just assembled. They are engineered to perfection.
Because many of these lifesaving products can never be tested until they are used in a
life-and-death situation. And in such a situation, there is no room for error. They must
deliver.
Deep investments in research and development help us design all our products at our
in-house Design Centre and produce every critical component at our state-of-the-art
plant. A battery of the most stringent tests in the world then determines whether or not
a product is fit to be sold in the market.
And finally, tie-ups with leading OEMs from around the world - from Japanese world
leader Hochiki to Visonic - bring nothing but the best products to India.
A Quality Management System (based on the ISO 9001:2000 standard) helps us
establish measurable quality objectives to create the best products in the industry.
Products that comply fully with our clients requirements. Products that meet the three
keywords of our Quality Policy: Quality, Customer Delight and Continual
Improvement. Only after going through these steps does a product receive the
Ceasefire seal. A seal that guarantees quality and saves lives.
But our guarantee of quality is not limited to our products alone. At Ceasefire, the
health, safety and environment of our people, installations and offices are a very high
priority. Which is why, they have developed the HSE management system in line with
the worldwide OHSAS system. So everyone who joins Team Ceasefire, joins it with a
sense of pride, and the knowledge that they are safe Always.


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PRODUCTS

CEASEFIRE SECURITY
Security System and Security Pro System

Figure 2.1


Figure 2.2

Video Door Phone System


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Figure 2.3

CCTV System


Figure 2.4

Access Control System

Figure 2.5



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CEASEFIRE FIRE SOLUTIONS

Training

Figure 2.6

Fire Extinguishers

Figure 2.7

Specialised Fire Extinguishers


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Figure 2.8

Fire Suppression Systems


Figure 2.9

Hydrants and Sprinklers


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Figure 2.10

Fire Suits

Figure 2.11
Ceasefire System for Emergency Evacuation (CSEE)


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Figure 2.12
CEASEFIRE DETECTION
Wired Fire Alarm Systems Analogue

Figure 2.13
Addressable Network and Graphic System


Figure 2.14


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Standalone Fire Alarms


Figure 2.15
Wireless Fire Alarm Systems

Figure 2.16
FIREscape Emergency Lighting System


Figure 2.17


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CEASEFIRE HOME
Gas Leak and Smoke Detectors

Figure 2.18
Fire Extinguishers

Figure 2.19
AMC

ANNUAL MAINTENANCE CONTRACT

Everyone realises the importance of installing lifesaving equipments on premises but very
often they put effort to maintaining it. Ceasefire Care Unit


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(CCU) takes care that each life saving unit are working optimally . A quarterly report is sent
so that the equipment is ready to perform when the consumer need it.

AREA OF OPERATION

Indias burgeoning economy means a vast market for safety and security solutions.
The market for Projects Division spans large corporates and commercial
establishments, malls and multiplexes, hospitals and airports, factories, hotels,
industrial kitchens and more. What all these institutions need is a one- stop, single
window service that offers complete protection against all threats. Ceasefires Projects
Division is possibly the only answer to that need.
Ceasefires Projects Division Distribution Vertical comprises a 200 plus member
team, including highly experienced engineers, a dedicated design cell, and a well-
qualified installation team. The Projects Division offers turnkey solutions, working in
close conjunction with architects , interior designers and contractors pan India.
Ceasefires Projects Division has already successfully designed and executed
300 projects across the country, with a list of clients across verticals.

INFRASTRUCTURE FACILITIES

Ceasefire have developed state-of-the art manufacturing facility that helps us in qualitative
production of our innovative solutions as per the required technical details with complete
safety and precision. Our sophisticated manufacturing unit (2) stretches over a vast area of
6000 square feet that enables the development of our comprehensive range of security
products.

Equipped with all the requisite tools and machines for manufacturing of fire alarm, fire
protection, electronics security, surveillance & automation systems, our production unit
helps us to also undertake bulk consignments and deliver them in accordance to the industrial
standards without any wastage of time and resources. These machines are regularly oiled and
greased to ensure hassle free production.


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The machines we use are mentioned below:
Lathe machine
Milling machine
Slotting machine
Drilling machine
Tool grinders
Welding machine

The effective utilization of evolving technologies in our production processes has helped us to
successfully evolve an exclusive range of fire alarm, fire protection, electronics security,
surveillance & automation systems.



MAJOR COMPETITORS

Falcon Safety Equipment Ltd
Falcon Safety Equipments Ltd., is a complete safety solution provider & auditor in Fire
Safety. The company is located in the centre of Delhi and across 47 other major cities in India
offering a wide range of products and services related to Fire Hydrant, Fire Detection/Alarm
Systems, Automatic Foam Flooding, Automatic CO2. Gas Flooding Systems, Emergency
Escape Signs, and ISI Marked Portable Fire Extinguishers. Established in 1997 & managed
by professionals of high caliber with complete fire solutions as a manufacture & turnkey fire
project contractors. Key suppliers to the fortune list organizations.
India Safex Fire Services Ltd
SAFEX FIRE SERVICES LTD., is an ISO 9001 2000 certified Company with over 37 years
of experience in the field of FIRE PROTECTION. The company started with the manufacture
of FIRE EXTINGUISHERS and is today stands among the top three companies in the
country manufacturing and marketing these products. All our products bear the stamp of ISI


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Mark, MMD Approval and EN3 approved Fire Extinguishers. Company is also known for its
adherence and Commitment to quality and service. Company has set up a new sophisticated
and One of the largest manufacturing plant in April, 2001 at Palghar, (Maharashtra).

Brilliant Engineering Works
Brilliant Engineering Works, incorporated in 1995 has its headquarter in maharashtra and
branches in over 120 cities in India, is an ISO 9001:2008 certified business entity engaged in
manufacturing and supplying a comprehensive assortment of Industrial Nozzles, Fire
Fighting Equipments and Water Cooling Systems. Under this range, They offer Spray
Nozzle, Jet Nozzle, Medium Velocity Spray Nozzles, Fire Extinguishers, High Velocity
Spray Nozzles and Quick Release Couplings, to name a few. The offered range is
manufactured in strict accordance with the global quality standards by employing modern
machinery, advent tools and genuine raw material. Owing to this, the range is widely
appreciated by the clients for high strength, fire resistance, robustness, corrosion & abrasion
resistance, immunity to various chemicals and longer service life. We also provide Repairing
& Maintenance Services to our clients. Henceforth, our products are widely demanded in
diverse industrial applications for varied purposes..











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SWOT ANALYSIS
A Swot analysis is a strategic planning tools used to evaluate the strengths , weakness ,
opportunities and threats of an organisation . Generally strength / weakness are internal
and opportunities / threats originated from outside the organisation.

Strengths

Skilled workforce.
Large variety of Products under one roof.
Market leader.
High technological and portable products.
Large number of branches.
Dozens of technological partner alliances.
Innovators in the industry.
Good Public perception.

Weaknesses

Lack of adequate growth in all divisions.
High Price products.
Highly technical products to operate in rural Area.

Opportunities

Growing economy and Industrialisation.
Growing awareness of fire safety among consumer.
Growing demands
New markets.
New products and Services in home safety solution and maintenance.



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Threats

Price changes or Inflation.
Growing competition and hence less profitability.
Increase in labour costs.
Changing Government policies and regulations.


Future Growth and Prospects

To continue to focus on their Ceasefire family, both employees and their
customers. Their level of comfort and happiness will remain the utmost concern.
The future will see an institutionalization of the company, with a far wider scope
and scale of operations.













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ANALYSIS OF FINANCIAL STATEMENT


CEASEFIRE INDUSTRIES
PRIVATE LIMITED
Standalone Balance Sheet ------------------- in Rs. Cr. -------------------
Mar'13 Mar '12 Mar '11 Mar '10 Mar '09

12months 12 months 12 months 12 months 12 months


Sources Of Funds

Total Share Capital 44.11 44.11 12.60 12.60 12.60

Equity Share Capital 44.11 44.11 12.60 12.60 12.60

Share Application Money 0.00 0.00 0.00 0.00 0.00

Preference Share Capital 0.00 0.00 0.00 0.00 0.00

Reserves 106.31 94.01 113.00 96.03 89.44

Revaluation Reserves 0.00 0.00 0.80 0.91 1.03

Net worth 150.42 138.12 126.40 109.54 103.07

Secured Loans 220.71 180.27 47.91 36.74 3.32

Unsecured Loans 0.00 0.00 0.00 2.50 0.00

Total Debt 220.71 180.27 47.91 39.24 3.32



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Total Liabilities 371.13 318.39 174.31 148.78 106.39

Mar'13 Mar '12 Mar '11 Mar '10 Mar '09


12months 12 months 12 months 12 months 12 months


Application Of Funds

Gross Block 20.70 18.46 7.69 8.78 8.50

Less: Accum. Depreciation 8.15 7.35 5.01 5.74 5.26

Net Block 12.55 11.11 2.68 3.04 3.24

Capital Work in Progress 22.75 2.26 0.00 0.00 0.00

Investments 59.19 84.33 63.84 86.76 94.04

Inventories 75.74 145.42 39.45 19.06 10.44

Sundry Debtors 175.55 46.40 82.54 52.09 14.71

Cash and Bank Balance 53.02 15.14 4.53 0.49 0.43

Total Current Assets 304.31 206.96 126.52 71.64 25.58

Loans and Advances 16.51 43.53 27.60 18.32 12.52

Fixed Deposits 0.00 0.00 0.08 0.10 0.74

Total CA, Loans & Advances 320.82 250.49 154.20 90.06 38.84

Deffered Credit 0.00 0.00 0.00 0.00 0.00

Current Liabilities 37.96 19.37 38.94 25.92 18.03



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Provisions 6.22 10.43 7.46 5.17 11.69

Total CL & Provisions 44.18 29.80 46.40 31.09 29.72

Net Current Assets 276.64 220.69 107.80 58.97 9.12

Miscellaneous Expenses 0.00 0.00 0.00 0.00 0.00

Total Assets 371.13 318.39 174.32 148.77 106.40


Contingent Liabilities 184.32 120.32 32.50 120.66 110.50

Book Value (Rs) 6.82 6.26 19.93 86.19 80.96





Table No. 2.2















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CHAPTER : 3
THEORETICAL
BACKGROUND OF THE
STUDY









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FIRE SAFETY IN INDIA
With rapid industrialization and escalating governmental regulations, the fire safety
equipments market in India is poised for growth.
Every year, India loses thousands of lives and assets valuing billions in accidents caused
due to fire. More than 80 crores of assets are lost in fires each year 1,63,000 people lose their
lives every year in a fire Every hour, 4 burglaries and break-ins take place in metro cities
alone, Every six minutes one person burns in india by the latest survey.Even though, the
laws related to fire safety and risks have levied statutory norms, but there are no major
penalties on violation of any such mandatory norm. Various fire safety audits have
concluded that several establishments lack basic fire prevention measures, even in
important sectors like healthcare , educations , IT etc.

Nearly 40% of visitors to hospitals, airports, shopping malls and office buildings in major
cities in India are unaware of the location of fire exits, and more than one in four do not
follow appropriate fire evacuation procedures in the event of an alarm, according to a recent
study by access control and office automation technology company Honeywell.

The study, conducted by Indian Market Research Bureau (IMRB) to raise awareness of the
important role that the public plays in fire safety, also showed an overall lack of training or
awareness for both workers and visitors in these facilities, with nearly 50% of workers saying
they have not participated in a fire drill or other safety training exercise. Nearly 80% of
visitors responded that they were not aware of fire alarm procedures indicating a lack of
visible ignage and instructions. Fire safety awareness is a crucial factor in avoiding fire-
related incidents, and businesses, workers and visitors to their facilities need to equip
themselves with basic safety knowledge, as well as ensure that the systems protecting them
are appropriately designed for the risk they are protecting against.
In hospitals, nearly 40% of employees are unaware of fire evacuation procedures. This
represents a serious life-or-death situation because hospital employees are accountable for
evacuation of patients and visitors. The situation isn't much better in commercial buildings.
Nearly half of employees working in shopping malls and more than half of office workers


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were not aware of fire evacuation procedures, signaling a simple opportunity to improve on
worker and visitor safety at these facilities. And the situation gets much worse in homes: 85%
of the respondents said their home residence lacked a fire alarm system or detection device.
CEASEFIRE APPROACH TOWARDS THE FIRE SAFETY
The company offers video door phones, automated security systems, and CCTV
systems. The company also offers powder based, carbon dioxide, and ceiling mounted
fire extinguishers.
A portfolio of more than 400 life saving products.
A Ceasefire product sold every 61 seconds therefore one life saved per 9 minutes.
More than 3,000 new customers a month.
A presence in over 300 cities and towns.
A fast growing blue chip client list.
Technology tie-ups with world leaders like Hochiki and Visonic.
Manufacturing, QC and R&D on par with the worlds most advanced.
A team of top management grown largely from within.
A thriving bottom line.
Today, They are the only organisation in India that provides Professional 360
solution offering in fire safety and security.

TOPIC CHOOSEN FOR THE STUDY

The present aim at examining the CUSTOMER SATISFACTION TOWARDS
CEASE FIRE INDUSTRIAL PRODUCTS .The importance of the study is
emphasized by the fact that Customer satisfaction is persons feelings of pleasure
(or) disappointment resulting from comparing a products performance in relation to
his/her expectations. It is the key to generate

High customer loyalty,
Allows to improve your business and find areas that can be improved,


Department of Management Studies, Sir MVIT ,Bangalore Page 34

Allows to give them what they want, thereby creating happy customers. Happy
customers return and return customers help business to do better,
Allows to learn more about your competition and what customers think of them.
Satisfaction can influence post-purchase/post-experience actions (such as word of mouth
effects and repeat purchase behavior). Additional post-experience actions might include
search behavior, changes in shopping behavior, and trial of associated products.
The marketing concept emphasizes delivering satisfaction to consumers and obtaining profits
in return. As a result, overall quality of life is expected to be enhanced. Thus, consumer
satisfaction is crucial to meeting various needs of consumers, business, and society. The
realization of this importance has led to a proliferation of research on consumer satisfaction
over the past two decades. Attempts to make significant contributions toward understanding
this important area have been made, including numerous studies and annual conferences on
consumer satisfaction/dissatisfaction and complaining behavior.
This project can help the company to know their post sales service performance and to
analyze the satisfaction level of customer by their feedback .Also this will enable them to
know the quality and the service improvement to be made.







Department of Management Studies, Sir MVIT ,Bangalore Page 35



CHAPTER : 4
ANALYSIS AND
INTERPRETATION




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ANALYSIS AND INTERPRETATION
Overall experience
1(a) Please indicate how satisfied you are with your overall experience with Ceasefire?

NO OF RESPONDENTS RESPONDENTS IN %
POOR 11 11
AVERAGE 5 5
GOOD 44 44
EXCELLENT 15 15
OUTSTANDING 13 13
DO NOT KNOW 12 12
Table No. 4.1

Chart No. 4.1
Analysis: The above graph shows out of 100 respondents, 44% found it good,5% found it
average,11% found it poor, 15% found it excellent, 13% found it outstanding and 12% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customers
are satisfied with the overall experience of Ceasefire Industrial Products.
11%
5%
44%
15%
13%
12%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


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1(b) How likely would you recommend Ceasefire to a colleague or other business?

NO OF RESPONDENTS RESPONDENTS IN %
POOR 10 10
AVERAGE 11 11
GOOD 48 48
EXCELLENT 14 14
OUTSTANDING 5 5
DO NOT KNOW 12 12
Table No. 4.2

Chart No. 4.2
Analysis: The above graph shows out of 100 respondents, 48% found it good,11% found it
average,10% found it poor, 14% found it excellent, 5% found it outstanding and 12% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customers
would like to recommend Ceasefire to a colleague or other business.
10%
11%
48%
14%
5%
12%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


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1 How likely you want to continue doing business with Ceasefire?

NO OF RESPONDENTS RESPONDENTS IN %
POOR 1 1
AVERAGE 19 19
GOOD 51 51
EXCELLENT 10 10
OUTSTANDING 12 12
DO NOT KNOW 7 7
Table No. 4.3

Chart No. 4.3
Analysis: The above graph shows out of 100 respondents, 51% prefer it good,19% prefer it
average,1% prefer it poor, 10% prefer it excellent, 5% prefer it outstanding and 12% do not
know.
Interpretation: Fom the above analysis it can be interpreted that majority of the
customers would like to continue doing business with Ceasefire.

1%
19%
51%
10%
12%
7%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 39

1(d) Please indicate how satisfied you are with the value of the service you receive from
Ceasefire for the price paid?

NO OF RESPONDENTS RESPONDENTS IN %
POOR 14 14
AVERAGE 35 35
GOOD 26 26
EXCELLENT 10 10
OUTSTANDING 15 15
DO NOT KNOW 10 10
Table No. 4.4

Chart No. 4.4
Analysis: The above graph shows out of 100 respondents, 26% found it good,35% found it
average,14% found it poor, 10% found it excellent, 15% found it outstanding and 10% do
not know.

Interpretation: Fom the above analysis it can be interpreted that majority of the
customers rated it average with respect to the price paid for the service offered by Ceasefire.


13%
32%
23%
9%
14%
9%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 40

Sales Experience
2(a) Please indicate how satisfied you are overall with the performance of your Ceasefire
sales representative.
NO OF RESPONDENTS RESPONDENTS IN %
POOR 25 25
AVERAGE 36 36
GOOD 20 20
EXCELLENT 5 5
OUTSTANDING 14 14
DO NOT KNOW 00 00
Table No. 4.5

Chart No. 4.5
Analysis: The above graph shows out of 100 respondents, 25% found it good,36% found it
average,20% found it poor, 5% found it excellent, 14% found it outstanding and 10% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the
customers rated it average with respect to the price paid for the service offered by Ceasefire.
25%
36%
20%
5%
14% 0%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 41

Installation Experience
3(a) Please indicate how satisfied you are overall with the installation of your Ceasefire
system
NO OF RESPONDENTS RESPONDENTS IN %
POOR 15 15
AVERAGE 23 23
GOOD 10 10
EXCELLENT 37 37
OUTSTANDING 14 14
DO NOT KNOW 01 01
Table No. 4.6

Chart No. 4.6
Analysis: The above graph shows out of 100 respondents, 10% found it good,23% found it
average,15% found it poor, 37% found it excellent, 14% found it outstanding and 1% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
is highly satisfied with the installation of Ceasefire system.
15%
23%
10%
37%
14%
1%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 42

.3(b) Please how satisfied you are with Ceasefire ability to meet the agreed upon completion
date for your installation.

NO OF RESPONDENTS RESPONDENTS IN %
POOR 26 26
AVERAGE 39 39
GOOD 25 25
EXCELLENT 5 5
OUTSTANDING 3 3
DO NOT KNOW 2 2
Table no. 4.7

Chart No. 4.7
Analysis: The above graph shows out of 100 respondents, 25% found it good,39% found it
average,26% found it poor, 5% found it excellent, 3% found it outstanding and 2% do not
know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
rated it between average and poor with respect to Ceasefire ability to meet the agreed upon
completion date for your installation.
26%
39%
25%
5%
3% 2%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 43


3 Was your Ceasefire system working properly after the system installation technician left?

NO OF RESPONDENTS RESPONDENTS IN %
YES 60 60
NO 40 40
DO NOT KNOW 00 00
Table No. 4.8

Chart No.4.8
Analysis: The above graph shows out of 100 respondents, 60% found it yes,40% found it
no and 0% do not know.

Interpretation: Fom the above analysis it can be interpreted that majority of the customer
satisfied with the fact that Ceasefire system working properly after the system installation
technician left.

YES NO DO NOT KNOW
60%
40%
0%


Department of Management Studies, Sir MVIT ,Bangalore Page 44

3(d) Please indicate how satisfied you are with the ease of operation your Ceasefire System.

NO OF RESPONDENTS RESPONDENTS IN %
POOR 10 10
AVERAGE 30 30
GOOD 10 10
EXCELLENT 40 40
OUTSTANDING 10 10
DO NOT KNOW 00 00
Table No. 4.9


Chart No. 4.9
Analysis: The above graph shows out of 100 respondents, 10% found it good,30% found it
average,10% found it poor, 40% found it excellent, 10% found it outstanding and 0% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
highly satisfied with the ease of operation of Ceasefire system .

10%
30%
10%
40%
10%
0%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 45

Service Experience
4(a) Please indicate how satisfied you are overall with system repair or maintenance service
provided by Ceasefire.
NO OF RESPONDENTS RESPONDENTS IN %
POOR 20 20
AVERAGE 55 55
GOOD 10 10
EXCELLENT 5 5
OUTSTANDING 5 5
DO NOT KNOW 5 5
Table No. 4.10

Chart No.4.10
Analysis: The above graph shows out of 100 respondents, 10% found it good,55% found it
average,30% found it poor, 5% found it excellent, 5% found it outstanding and 5% do not
know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
rated it average and poor with respect to system repair or maintenance service provided by
Ceasefire.
20%
55%
10%
5%
5%
5%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 46

4(b) Please indicate how satisfied you are with the amount of time between when you called
for system repair or maintenance and when the ceasefire service technician arrived at your
location.
NO OF RESPONDENTS RESPONDENTS IN %
POOR 50 50
AVERAGE 10 10
GOOD 12 12
EXCELLENT 18 18
OUTSTANDING 00 00
DO NOT KNOW 10 10
Table No. 4.11

Chart No. 4.11
Analysis: The above graph shows out of 100 respondents, 12% found it good,10% found it
average,50% found it poor, 18% found it excellent, 0% found it outstanding and 10% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
dissatisfied with the amount of time between when you called for system repair or
maintenance and when the ceasefire service technician arrived at your location.
50%
10%
12%
18%
0%
10%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 47

Routine / Planned visit Experience
5(a) Please indicate how satisfied you are overall with the inspections of your system
performed by Ceasefire.
NO OF RESPONDENTS RESPONDENTS IN %
POOR 10 10
AVERAGE 12 12
GOOD 56 56
EXCELLENT 14 14
OUTSTANDING 5 5
DO NOT KNOW 3 3
Table No. 4.12

Chart No. 4.12
Analysis: The above graph shows out of 100 respondents, 56% found it good,12% found it
average,10% found it poor, 14% found it excellent, 5% found it outstanding and 2% do not
know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
satisfied with the overall inspections of system performed by Ceasefire.
10%
12%
56%
14%
5%
3%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 48

5(b) Please indicate how satisfied you are with the Ceasefire service engineers knowledge of
fire safety regulations and laws.

NO OF RESPONDENTS RESPONDENTS IN %
POOR 29 29
AVERAGE 11 11
GOOD 20 20
EXCELLENT 25 25
OUTSTANDING 10 10
DO NOT KNOW 10 10
Table No. 4.13

Chart No. 4.13
Analysis: The above graph shows out of 100 respondents, 20% found it good,11% found it
average,29% found it poor, 25% found it excellent, 10% found it outstanding and 10% do
not know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
are dissatisfied with the Ceasefire service engineers knowledge of fire safety regulations and
laws.
29%
10%
19%
24%
9%
11%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 49

5(c) Was an advance notice given that an inspection was due?

NO OF RESPONDENTS RESPONDENTS IN %
YES 35 35
NO 60 60
DO NOT KNOW 05 05
Table No. 4.14

Chart No. 4.14
Analysis: The above graph shows out of 100 respondents, 60% found it yes,35% found it
no and 5% do not know.

Interpretation: Fom the above analysis it can be interpreted that majority of the customer
are satisfied with an advance notice given to them if an inspection was due.

35%
60%
5%
YES NO DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 50

Enquiry Experience
6(a) Please indicate how satisfied you are overall with contacting Ceasefire regarding an
enquiry?
NO OF RESPONDENTS RESPONDENTS IN %
POOR 10 10
AVERAGE 55 55
GOOD 25 25
EXCELLENT 5 5
OUTSTANDING 05 05
DO NOT KNOW 00 00
Table No. 4.15


Chart No. 4.15
Analysis: The above graph shows out of 100 respondents, 25% found it good,55% found it
average,10% found it poor, 5% found it excellent, 5% found it outstanding and 0% do not
know.
Interpretation: Fom the above analysis it can be interpreted that majority of the customer
rated it average overall when contacting Ceasefire regarding an enquiry.
10%
55%
25%
5%
5%
0%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 51

6(b) Please indicate how satisfied you are overall with contacting Ceasefire regarding a
complaint?

NO OF RESPONDENTS RESPONDENTS IN %
POOR 18 18
AVERAGE 12 12
GOOD 50 50
EXCELLENT 10 10
OUTSTANDING 5 5
DO NOT KNOW 5 5
Table No. 4.16


Chart No. 4.16
Analysis: The above graph shows out of 100 respondents, 50% found it good,12% found it
average,18% found it poor, 10% found it excellent, 5% found it outstanding and 5% do not
know.

Interpretation: Fom the above analysis it can be interpreted that majority of the customer
satisfied when contacting Ceasefire regarding an complaint.
18%
12%
50%
10%
5%
5%
POOR AVERAGE GOOD EXCELLENT OUTSTANDING DO NOT KNOW


Department of Management Studies, Sir MVIT ,Bangalore Page 52


CHAPTER : 5
SUMMARY OF FINDINGS,
CONCLUSION AND
SUGGESTIONS /
RECOMMENDATIONS

BIBLIOGRAPHY &
ANNEXURE




Department of Management Studies, Sir MVIT ,Bangalore Page 53

SUMMARY OF FINDINGS
The responses collected through the questionnaire has been tabulated and analysed and the
relevant findings and observations are presented below.

It is found that most of the respondents who use Ceasefire products are
satisfied.(Ref:1(a))
It is found that most of the respondents recommend Ceasefire to their colleague or
other business.(Ref:1(b))
It is found that most of the respondents likely to continue doing business with
Ceasefire.(Ref:1(c))
It is found that most of the respondent not find much worth with the value of the
service receive from Ceasefire for the price paid.(Ref:1(d))
It is found that most of the respondents are not satisfied with the overall performance
of the Ceasefire Sales representatives.(Ref:2(a))
It is found that most of the respondents are highly satisfied with the overall
installation of Ceasefire System.(Ref:3(a))
It is found that most of the respondents are not satisfied with the Ceasefire ability to
meet the agreed upon completion date of installation.(Ref:3(b))
It is found that most of the respondents are agreed with the fact that Ceasefire System
work properly after the system installation technician left.(Ref:3(c))
It is found that most of the respondents are highly satisfied with the ease of operation
of Ceasefire system.(Ref:3(d))
It is found that most of the respondents are not much satisfied with the overall system
repair or maintenance services provided by Ceasefire.(Ref:4(a))
It is found that most of the respondent are not satisfied with the amount of time
between when they called for system repair or maintenance and when the service
technician arrive at their location.(Ref:4(b))
It is found that most of the respondents are satisfied with the inspections of their
system performance by Ceasefire.(Ref:5(a))



Department of Management Studies, Sir MVIT ,Bangalore Page 54

It is found that most of the respondents are not much satisfied with the Ceasefire
service engineers knowledge of fire safety regulations and laws.(Ref:5(b))
It is found that most of the responds does not agree with the fact that an advance
notice given to them than their inspection was due.(Ref:6(a))
It is found that most of the respondent are not much satisfied with the overall
contacting Ceasefire regarding an enquiry.(Ref:6(b))




























Department of Management Studies, Sir MVIT ,Bangalore Page 55

CONCLUSION
Most of the respondent are satisfied with the Ceasefire Products.
Ceasefire trying to fullfill their customer needs , wants and their preferences.
They continuously serving market requirements during their operations.
They need to understand their drawbacks/weaknesses and customer expectations
properly
They are having good reputation in society and can become the part of the Indian
culture by its commitment and involvement into business.
Now they are facing more competition by various competitors ,they have to think
proper counter attack and target.
Ceasefire needs to overcome its weakness to continue to be the market leader in the
Indian market.
The company has a very good future in the days to come.

















Department of Management Studies, Sir MVIT ,Bangalore Page 56

SUGGESTIONS

The study has revealed that most of the customers are satisfied using the Ceasefire
Products . They should need to work on their service depatment.
They should emphasize on the price reduction as the customers find it costly.
They should keep tracks of the sales activitities.
Proper training should be given to the service engineers about the knowledge of fire
safety regulations and laws.
Customer support and enquiry system should be improved.





















Department of Management Studies, Sir MVIT ,Bangalore Page 57


RECOMMENDATIONS
Adopt new technologies into the business and create benchmark in the industry.
Hire more employers and train them properly..
They should also try to diversify their marketing strategies among general consumers.
They should create awareness of fire safety through promotions , events and
workshops.


















Department of Management Studies, Sir MVIT ,Bangalore Page 58

ANNEXTURE
QUESTIONAIRE:
Overall experience
1(a) Please indicate how satisfied you are with your overall experience with Ceasefire?


Poor Average Good Excellent Outstanding Do not Know


1(b) How likely would you recommend Ceasefire to a colleague or other business?


Poor Average Good Excellent Outstanding Do not Know


1(c) How likely you will continue doing business with Ceasefire?


Poor Average Good Excellent Outstanding Do not Know


1(d) Please indicate how satisfied you are with the value of the service you receive from
Ceasefire for the price paid?


Poor Average Good Excellent Outstanding Do not Know



Department of Management Studies, Sir MVIT ,Bangalore Page 59


Sales Experience
2(a) Please indicate how satisfied you are overall with the performance of your Ceasefire
sales representative.

Poor Average Good Excellent Outstanding Do not Know


Installation Experience
3(a) Please indicate how satisfied you are overall with the installation of your Ceasefire
system.

Poor Average Good Excellent Outstanding Do not Know


3(b) Please how satisfied you are with Ceasefire ability to meet the agreed upon completion
date for your installation.


Poor Average Good Excellent Outstanding Do not Know


3(c) Was your Ceasefire system working properly after the system installation technician
left?


Department of Management Studies, Sir MVIT ,Bangalore Page 60


YES NO DONT KNOW

3(d) Please indicate how satisfied you are with the ease of operation your Ceasefire System.

Poor Average Good Excellent Outstanding Do not Know


Service Experience
4(a) Please indicate how satisfied you are overall with system repair or maintenance service
provided by Ceasefire.

Poor Average Good Excellent Outstanding Do not Know


4(b) Please indicate how satisfied you are with the amount of time between when you
called for system repair or maintenance and when the ceasefire service technician arrived at
your location.

Poor Average Good Excellent Outstanding Do not Know


Routine / Planned visit Experience
5(a) Please indicate how satisfied you are overall with the inspections of your system
performed by Ceasefire.


Department of Management Studies, Sir MVIT ,Bangalore Page 61

Poor Average Good Excellent Outstanding Do not Know

5(b) Please indicate how satisfied you are with the Ceasefire service engineers knowledge
of fire safety regulations and laws.

Poor Average Good Excellent Outstanding Do not Know


5(c) Was an advance notice given that an inspection was due?

YES NO DO NOT KNOW


Enquiry Experience
6(a) Please indicate how satisfied you are overall with contacting Ceasefire regarding an
enquiry?

Poor Average Good Excellent Outstanding Do not Know


6(b) Please indicate how satisfied you are overall with contacting Ceasefire regarding a
complaint?


Poor Average Good Excellent Outstanding Do not Know



Department of Management Studies, Sir MVIT ,Bangalore Page 62


Demographic and Contact Information
1) How long have you been customer of Ceasefire?
Less than 12 months 48-60 months
12-23 months More than 60 months
24-47 months Dont know

2) Customer contact and company name



3) System installed
Fire Detection system
Fire suppression system
Sprinkles System
Portable Extinguishers
Fire Alarm Systems
Others ( Please Specify)




4) Company Industry/Vertical:
Banking (Branch)
Business services (computer repair, printing, etc).
Central Government
Education
Financial Services / Institutions
Healthcare
Hospitality
Industrial/Manufacturing


Department of Management Studies, Sir MVIT ,Bangalore Page 63

Large Office Complex
Local Government
Logistics/Transportation/Warehousing
Personal services (dry cleaners, beauty salons, etc)
Petroleum/Chemical/Utilities
Retail
Other (please specify)




















Department of Management Studies, Sir MVIT ,Bangalore Page 64

BIBLIOGRAPHY

BOOKS
Marketing Management-PHILIP KOTLAR
Marketing Research-NARESH MALHOTRA
Research Methodology-C R KOTHARI

WEBSITES
www.ceasefire.in
www.wikipedia.org
www.scribd.com
www.managementparadise.com
www.moneycontrol.com