CHAPTER 1 General Information

Global scenario
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Construction and mining equipment cover a variety of machinery such as hydraulic excavators,

wheel loaders, backhoe loaders, bull dozers, dump trucks, tippers, graders, pavers, asphalt drum / wet mix plants, breakers, vibratory compactors, cranes, fork lifts, dozers, off-highway dumpers (20T to 170T), drills, scrapers, motor graders, rope shovels etc. They perform a variety of functions like preparation of ground, excavation, haulage of material, dumping/laying in specified manner, material handling, road construction etc. These equipment are required for both construction and mining activity. With a wide production capacity base, India is perhaps the only developing country, which is totally self-reliant in such highly sophisticated equipment.

India has only a few, mainly medium and large companies in the organized sector who manufacture these. The technology barriers are high, especially with respect to mining equipment and therefore the role of SMEs is restricted to manufacture of components and some sub-assemblies.Prior to the 1960s, domestic requirements of mining and construction equipment were entirely met by imports.

Domestic production began in 1964 with the setting up of Bharat Earthmovers Ltd. (BEML), a public sector unit of the Ministry of Defence, at Kolar in South India to manufacture dozers, dumpers, graders, scrapers, etc. for defence requirements under licence from LeTorneau Westinghouse, USA and Komatsu, Japan. In the private sector, the Hindustan Motors

Earthmoving Equipment Division, was established in1969 at Tiruvallur, near Chennai with technical collaboration from Terex, UK for manufacture of wheel loaders, dozers & dumpers. This factory has since been taken over by Caterpillar for their Indian operations. The machines manufactured by Caterpillar in the Tiruvallur factory are marketed by TIL and GMMCO.

www.novamining.com/mining-machinery/overview-of-indian-industry/ 14 june-2013, 10:15 am

In 1974, L&T started manufacturing hydraulic excavators under license from Poclain, France. In 1980 and 1981, two more units, Telcon and Escorts JCB commenced manufacture of hydraulic excavators (under license from Hitachi, Japan) and backhoe loaders (under license from JCB, UK) respectively. Escorts JCB has been taken over by JC Bamford Excavators Ltd. U.K. in 2003 and is now called JCB India Ltd. In 1970s Escorts Limited started manufacturing Cranes in collaboration with Faun AG and Rapier &Ransome.At present they are only manufacturing tippers and the other equipment are imported from their parent company and marketed in India.Terex Corporation USA and Vectra Ltd. U.K. have formed a joint venture, which has started manufacturing construction equipment like backhoe loaders and skid steer loaders from May 04 at Greater Noida with an investment of USD 12 million. Other equipment in the Terex range are being sold through their agents in India.

Most of the technology leaders like Case, Caterpillar, Hitachi, Ingersoll-Rand, JCB, John Deere, Joy Mining Machinery, Komatsu, Lieberr, Poclain, Terex, Volvo are present in India as joint venture companies, or have set up their own manufacturing facilities, or marketing companies. The industry has made substantial investments in the recent past for setting up manufacturing bases, despite small volumes and uneconomic scales of production compared to global standards.

Introduction History & development HIMALAYA ENGINEERING COMPANY is situated at the G.I.D.C in Mehsana city. Company was established in 4th January 1993-94 with limited capital. Himalaya engineering company promoted by four partners for getting industrial benefit. It manufactures road construction equipments this purpose is completed by their new and planets and new machinery. The companys day-to-day activities are looking after by him. Registered office and Branch office is in Mehsana. Himalaya engineering company wrote base contact because in starting he has no market, no product and no technology refers come Year.

1993-94 Himalaya engineering company his own production the satisfy some problems but solve problem. The period of time supporter other company to company.

Himalaya engineering company is a partnership company. Being a sick unit to be the ICICI Bank Mehsana. Himalaya engineering company established under the company Act.1956.

Indian scenario
In order to enhance their market share, companies need to improve quality and service followed by reduction in costs, increase in product range and finally adopt more aggressive marketing strategies. The competitive edge lies in satisfying customers by delivering higher quality

products at lower prices.

Strategic alliances are already in place among 60% of the companies surveyed. These are primarily focused on developing and combining competencies with the help of other organizations in terms of marketing, after sales service etc. Only 45% of the companies are interested in growth through mergers and acquisitions.

The level of quality consciousness is on an average higher than the other sectors probably because the companies are larger and many of them are associated with international companies either for manufacturing or marketing their products. Another reason for higher quality

consciousness is that more companies in this sector are well versed with the soft technologies being used worldwide for enhancing competitiveness and quality. Approximately 90% of the

companies covered under the study have either implemented, or are implementing soft technologies like six sigma, lean manufacturing etc. 100% of the companies manufacturing in India are ISO certified.

It was noticed that the percentage of scrap due to errors in manufacturing is between 2% & 5% and the percentage of labour hours spent on reworking was 4%. All the manufacturing companies train their workers on quality concepts. However the percentage of workers who received company sponsored training on quality concepts in the past two years varied from 20% to 100% in some companies.

The average number of hours per person of training provided was approximately 16 hours per person varying from 6 hours to 35 hours per person per annum.
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Most of the companies were quite responsive to customer complaints and the average number of days taken to respond varied from a day to 5 days in some companies.

More than 70% of the companies have undergone business process reengineering for higher customer satisfaction.

It has been observed that the majority of the companies in this sector are between medium and high users of computerization.

Growth of the company

Himalaya EquipmentsDid the overseas market survey and finds the effective demand over the only in china. After finishing the process of documentation Himalaya Equipments Ready for export. It provides its products over the china,Afganistan,Irak. The main objective of company is to provide the qualitative products to the buyers and increase the profitability of the company.HimalayaEquipments is manufacturer exporter; manufacturer exporter means a person who manufactures the goods and exports such goods to the international market. Himalaya Equipments exports its product by its own way.

Himalaya Equipments producing road equipments which is used for making roads and the material which can use for making roads. There are the different products which can be made by Himalaya Equipments. In todays world exports are extremely important not only growth of nation but also to safeguard its independent existence. In todays competitive era the countries are well -known due to its economic status rather than its political status.No countries capable for producing and getting its entire requirement for its economic well being. So they have to necessarily import in range of products and services for its economic development and a higher rate of group. In the past our country used to get a lot of loans and aids from World Bank to supplement the import and development needs. But today such loans and aids have reduced to a considerable extant.Government of India has taken a number of measures for the development of foreign trade in accordance with the national interests. Because of the persistent trade deficit and foreign exchange problem, export promotion and import control have been two most important features of Indias trade policy.

Top Companies in Industry

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25. 26. 27. 28. Ashok Leyland Ltd. Bharat Earth Movers Ltd. Caterpillar Commercial Pvt. Ltd. Escorts Construction Equipment Ltd. GMMCO Ltd. Greaves Cotton Ltd. Ingersoll Rand India Ltd. JCB India Ltd. L&T Komatsu Ltd. Larsen & Toubro Ltd. (Construction Equipment Division) Mahindra & Mahindra Ltd. SchwingStetter India Pvt. Ltd. Tatra Trucks India Ltd. Telco Construction Equipment Co. Ltd. TIL Ltd Voltas Ltd. Volvo India Pvt. Ltd. Wirtgen India Pvt. Ltd. Appollo Earthmovers HIMALAYA Industrial Products Braithwaite & Co. Ltd. Elecon Engineering Co. Ltd. Godrej & Boyce Mfg. Co. Ltd. Gujarat Appollo Equipment Ltd. Heavy Engineering Corporation Ltd. Hyderabad Industries Ltd. International Combustion (India) Ltd. Jessop & Co. Ltd. Macneil Engineering
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29. 30. 31.

Mukand Ltd. Shethia Erection & Material Handlers TRF Ltd. WMI Cranes

Chapter 2 About the Company

Vision & Mission

1. Vision:Making rapid progress in the road construction industry, we are completely focused towards offering best quality machines to our clients. In order to meet the increasing industrial challenges, we incorporate the new and advanced production techniques. Through our constant innovation program and intensive R&D, we have are committed to find new and better ways of fulfilling our customer's needs. 2. Mission:Himalaya Engineering Company to delight the customer with qualifies product and services. Though market delighted on going up gradation of technology supported by trained human.

History and development of the company

HIMALAYA ENGINEERING COMPANY is situated at the G.I.D.C in Mehsana city. Company was established in 4th January 1993-94 with limited capital. Himalaya engineering company promoted by four partners for getting industrial benefit. It manufactures road construction equipments this purpose is completed by their new and planets and new machinery. The companys day-to-day activities are looking after by him. Registered office and Branch office is in Mehsana. Himalaya engineering company wrote base contact because in starting he has no market, no product and no technology refers come Year. 1993-94 Himalaya engineering company his own production the satisfy some problems but solve problem. The period of time supporter other company to company. Himalaya engineering company is a partnership company. Being a sick unit to be the ICICI Bank Mehsana. Himalaya engineering company established under the company Act.1956.

Size of the unit

The size is Small Scale Industry

Form of the organization

Partnership Firm

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Profiling of the all department of the company

Human resource department Introduction:Human resource management (HRM)is the function within an organization that focuses of recruitment, management, and providing direction for the people who work in the organization. Human resource management can also be performed by line managers.

Human resource management is the organization function that deals with issues related to people such as compensation, hiring, performance management, organization development, safety, wellness, benefits, employee motivation, communication, administration and training.

Recruitment & selection

Recruitment:-

Himalaya company once the required number and kind of human resources are determined the management has to find and place where required human resources will be available and also find the means of attracting them towards the organization before selecting suitable candidates for job. All this process is generally known, as recruitment is only one of the steps in the entire employment process. In short recruitment is the process of searching for prospective employees and stimulating them to apply for job in organization. For the technical person they give the advertisement in Gujarat and Sandeshnews paper. For the bottom level employee they write on the black board which one is tagged at the main gate of the company. HIMALAYA EQUIPMENTS has following types of recruitment.

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Graded skill:-

In this type of recruitment employees are recruited two ways under graded skill firstly well qualified & experienced person are secondly fresh graduate from well known institute around the Mehsanaetc are consider.

Selection:-

In HIMALAYA EQUIPMENTS selection procedure differs from job. In other words, for recruitment of workers, direct selection procedures is adopted for technical and managerial level post interview will be held. When a large number of application are available the preliminary interview is desirable while the candidates. It also proves useful in knowing the organization.

Selection procedure of HIMALAYA EQUIPMENTS is as under:

First of when the vacancy arise they give advertise in Gujarat and Sandeshnews paper.

Secondwhen application come them they securitization of application.

Third then they make interview and take the medical checkup.

Finally they select the person as per their criteria.

Training and development:-

HIMALAYA Company mainly focuses on employee give them work with old one so that they become train for that they prefer on the job training.

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Job Description:-

The job description refers to such function as planning the requirement of personnel, coordination the job responsibility. It describes the manpower requirement, of job and therefore it enables the manager to frame suitable question to be asked in interview.

HIMALAYA company manager give the description like this they mainly give the job to the engineer. Reason is that company is relating to the engineering product. For that they want B.E mechanical and 2 to 3 year experience. They select the MBA people for the manager post they must have 2 year experience.

Wage & salary administration:-

For employee of bottom level Rs 200 per day (for 8 hr)

For the well experience employee at the bottom level they give 260 or 280 per day but they are not giving more than 300 Rs per day. DA 39.40 Provident fund 12% For overtime they give Rs 50 per hour Bonus Rs 1000 every Diwali vacation. For technical staff as per their skill and experience they decide the salaries which are different for each and every person.

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Time keeping system:In HIMALAYA 12 holidays are permitted to the employee and as per festival and different occasion others holiday are there. And every Thursday also have holiday.

For office:08.00am to 12.30pm 12.30pm to 01.30pm (Recess) 01.30pm to 05.00pm.

For production department:08.30am to 12.30pm 12.30pm to 01.00pm (Recess) 01.00pm to 05.00pm.

Provide the Facilities:o Medical o Provident fund o Shop for wash during the working period o Shoes o Uniform o Canteen & allowance

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Objectives of the study: To undergo an in-depth study about HIMALAYA Earthmovers customer satisfaction of after sales services. Evaluate the purchasing criteria of the customers. Be aware of customer expectation from the HIMALAYA services. Maintain the close relation to the customer for the better support by focusing on their satisfaction level.

Marketing department

Introduction: -Marketing is the process used to determine what products or services may be of interest to customers, and the strategy to use in sales, communications and business development. Marketing is used to identify the customer, satisfy the customer and keep the customer. With the customer as the focus of its activities, marketing management is one of the major components of business management. The executive manager gives the most information about the marketing of products. According to him, the customers purchase the some equipment of the GAIL Company. He further says that the most of the equipment are purchased by the central & state government. Companys m ain buyers & customer are few. Become companys products are too costly.

HIMALAYA company network of their branches:-

HIMALAYA believes that product support is what builds customer loyalty and customer satisfaction is tied to the service we give.

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HIMALAYAs competitors:1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Unipave Apollo Volvo Cater pillar IR (Ingersoll Rand) Sunny paver Solid India Appolo Industries Ltd. Ashirvad Road Equipments. Siddhartha Road Equipments. Shitla Road Equipments.

HIMALAYA companys supply related detail:Around 300 suppliers 30% import from the Germany 70% raw materials come from the India. Market of HIMALAYA company:It expand around the 40 countries Last year sale of HIMALAYA company is around 125 units of paver machines. HIMALAYA companys strategy towards the sales:They use following type of tools for advertisement Journal (Print Media)
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Exhibition Web sites They focus on customer satisfaction for that take the survey of the customer. In that survey after the 2 month of the purchase that takes the information of their product by observation their products while it work in customer site. They also follow this strategy after the service also.

Distribution network:The product produced by HIMALAYA is capital product so it requires more funds to invest in the company and they sates their products to the customers and in this type of company the customer are in few so they sales their products directly to the customers. So they adopt the zero level of distribution channel or one level distribution channel. The customers directly contact to the company for purchasing any machinery or plants as per their requirements. There are not any middleman persons. Thus the company and customers directly or by dealer come in to contact and sales become possible. Company

Dealer

Customer

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Production department
Introduction: According to Elwood butta production is a process by which goods or services are created. Production involves the step by step conversion of one from of material into another through chemical or mechanical process with a view to enhance the utility of the product or service.

Raw materials:

Steel plate Steel sheet Steel bar Steel pins Channel Tube Diesel engine Gears Chain Sprocket Tires Bearing Fasteners Electric wire Electric switch Bulb Resistance Controller
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Meters Hydraulic hot pipe Block Pumps Motors Valves Name of the product: -

Paver - AP550 Wet mix Dual (wet mix + asphalt) Paver - A600 Wet mix Dual (wet mix + asphalt) Paver AP1000 Wet mix Dual (wet mix + asphalt)

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Production process: -

Raw material Steel yard (store) Marking Cutting Fabrication Semi paint Machining Assemble Final paint Testing Dispatch hydraulics pump fitting, wiring, pre-test Lesser & plasma welding, drilling, grinding

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Products
Drum Mix Plant
Our Mini Drum Mix Plant are automatic drum mix asphalt mix plant of 20- 25 TPH. Finding their usage in various small work as well as hilly terrains, these machines yield better output to the clients. Our machines require less infrastructures like dumpers and also do not require any erection commissioning. We fabricate a wide range of drum mixers including rotating drum mixer, electric drum mixer, asphalt drum mixer, asphalt drum mix plant. The drum mixer range has automatic controls to meet all the M.O.R.T.H specifications along with optional attachments like production control unit, storage silo for mixed material dust collector, bitumen heating and storage tank provided to suit requirement in different models with varying capacity.

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Asphalt Drum Mix Plant

Asphalt Drum Mix Plant offered by us comprises drum mixer range featuring automatic controls for successfully meeting defined operational requirements. Further, these asphalt mix plants come with attachments like bitumen heating & storage tank, storage silo for mixed material dust collector, production control unit and other operational support systems that suit the end usage requirements. With models available in different model and in varying capacity options, these are ideal for handling both small and big jobs.

Specifications: 4-Bin feeder featuring single chassis construction where for each bin radial gate is provided that can be opened in any position for regulating aggregate flow Vibrating Screen provided on slinger conveyor for removing oversize aggregate received from bin feeder Slinger Conveyor mounted in inclined position on idlers to receive aggregate from gathering conveyor as well as feeding it to dryer Dryer Drum fabricated to ensure proper heating of aggregates with minimum loss of heat Bitumen Tanks of different capacities that are fitted with independent on-off type burners

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Model Options:

Model DM-35(30 to 40 TPH) Model DM-45(40 to 60 TPH) Model DM-50(60 to 90 TPH) Model DM-60(90 to 120 TPH) Features: All components used are of top quality, with necessary industry certifications like ISI All moving & electrical parts provided with safety covers Ease of lubrication and dismantling

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Paver Finisher

Suitable to finish the Asphalt Road, this Paver Finisher machine helps in fast finishing to avoid traffic problems as per M.O.R.T.H Specification. W.M.M. Paver is the most economical & efficient solution for laying wet mix macadam & dry lean concrete in line. Simple in construction, W.M.M. Paver is the most popular, reliable and versatile paver all across the globe. Our range includes road paver finisher, road paver machine, mechanical paver finisher and asphalt paver finisher.

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BitumenDistributors

Used for track coat and spraying application, our range of Bitumen Distributors is capable of applying a uniform coating of hot & emulsion Bitumen on specified surface in prescribed quality. These machines including bitumen pressure distributor, bitumen sprayer and bitumen distributor truck are offered with salient features like full-circulating spray bar, unique pressure cleaning system, engine compartment-air cooled diesel engine and positive displacement gear pump, fully-insulated tank with high performance oil heating and operators platform for all functions of the machine. Our range includes:

Model HTM-3000 (3000 ltr) Model HTM-4000 (4000 ltr) Model HTM-6000 (6000 ltr) Model HTM-7000 (7000 ltr)

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Reversible Drum Mixer

We offer Reversable Drum Mixer which are of high quality and are used in many industrial purposes. The kinds of reversible drum mixer offered include drum mixer plants and reversible drum mix plants.

Mechanical Broom
We manufacture a wide range of Mechanical Broom that are high performing in nature. Superior in quality, our range of road machines including mechanical broom also called as road broom or road broom machine are successful as cleaning machinery. Precision engineered, these mechanical road broom machines are capable of working for long hours.

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CHAPTER 2 LITERATURE REVIEW

After service definition as follows:Service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. Its production may not be tied to a physical product. Service is all the activities undertaken by the firm to provide value in use over time, measurement by increased customer satisfaction with a tangible product or service of product. After sales support:There are some basic issues which are the foundation of after support (1) Warranty (2) Technical support (3) Contract and agreements Marketing the system is not enough the main issue after sales is to have a long and comfortable relation with the customer, this will be only possible when they provide gives his full attention to his customer needs as customer is the asserts for any company or organization, building a true relationship is only possible when the company fulfill all the contractual requirement as agreed but also provide comprehensive support to his clients up to his satisfaction, to keep the relationship maintain and healthy for a long term is only possible when both parties fulfill their requirements. Today as there are lot of manufacture and industries in the market, companies have several more responsibilities then before, that to be fulfill and promptly response otherwise, it is hardly to maintain relationship, as it depends and very on industry to industry, but many things are common in after sales support. After sales support is the foundation of boost sales, satisfaction customer creates a chain that in turn makes bridge between customer and service provider and indirectly boosts up sale.
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CHAPTER 3 RESERCH METHODOLOGY

Research objective:Research methodology refers to the systematic method consisting of enunciating the problem, formulating hypothesis, collective facts or data, analyzing the facts and reaching certain conclusion either in the form of solutions towards the concerned problem or in certain generalization for some theoretical formulation. 1) To analyze the overall customers satisfaction of after sales services. 2) To investigate whether the factors (dimension) contribute in overall satisfaction of after sales services or not. Research problem:The research needs to know about the customer attitude & their level of satisfaction derived from the after sales service offered by HIMALAYA Earthmover, Mehsana. There exists of high level of competition in this sector. So the company wants to know the present status of after sales service. Statement of the problem:The study is focusing on the development of strategy for effectively carrying out the orientation training programmed. In order for that, there is a need for the clear identification of factors directly or indirectly contributing to the effectiveness of orientation training.

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Research design:Research design is the conceptual structure within which research is conducted. It constitutes the blueprint for collection, measurement and analysis of data. The design used for carrying out this research is descriptive. This research design focus attention on the following a. Formulation of objective of the study. b. Identify the methods of data collection. c. Selecting a suitable sample by using a valid sampling technique. d. Collection of data by using a reliable instrument. e. Analysis and interpretation of data. f. Preparation of a detailed report.

Sampling plan:It is very difficult to collect information from every member of a population. As time and costs are the major limitation that the researcher facts. A sample of 23 was taken the sample size of 23 individuals were selected on the basis of convenient sampling technique. The individuals were selected from existing list of the customer to from sample and data were collected from them for the research study.

Sample unit:The Customer of HIMALAYA Earthmovers Ltd, Gujarat is the sample unit in the survey. Sample size:The sample size chosen for this study is 23(B2B).
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Sources of data: Primary data:-

Filling up questionnaire by past and existing customer of after sales service by using phone and e-mail service.

Secondary data:-

Books, websites and data from Company officials.

Data collection method:The data collection method used in this research is survey method. Here the data are systematically recorded from the respondents. Research tool:A structured questionnaire has been prepared to get the relevant information from the respondents. The questionnaire consists of a variety of questions presented to the respondents for their despondence. The various types of questions used in this survey are:1. Open ended questions 2. Closed ended questions 3. Multiple choice questions.
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