INTRODUCTION:Steel Authority of India Limited (SAIL) is the leading steel-making company in India. It is a fully
integrated iron and steel maker, producing both basic and special steels for domestic construction,
engineering, power, railway, automotive and defence industries and for sale in export markets. SAIL
is also among the five Maharatnas of the country's Central Public Sector Enterprises.
SAIL manufactures and sells a broad range of steel products, including hot and cold rolled sheets and
coils, galvanised sheets, electrical sheets, structural , railway products, plates, bars and rods,
stainless steel and other alloy steels. SAIL produces iron and steel at five integrated plants and three
special steel plants, located principally in the eastern and central regions of India and situated close
to domestic sources of raw materials, including the Company's iron ore, limestone and dolomite
mines. The company has the distinction of being India’s second largest producer of iron ore and of
having the country’s second largest mines network. This gives SAIL a competitive edge in terms of
captive availability of iron ore, limestone, and dolomite which are inputs for steel making.
SAIL's wide range of long and flat steel products are much in demand in the domestic as well as the
international market. This vital responsibility is carried out by SAIL's own Central Marketing
Organisation (CMO) that transacts business through its network of 37 Branch Sales Offices spread
across the four regions, 25 Departmental Warehouses, 42 Consignment Agents and 27 Customer
Contact Offices. CMO’s domestic marketing effort is supplemented by its ever widening network of
rural dealers who meet the demands of the smallest customers in the remotest corners of the
country. With the total number of dealers over 2000 , SAIL's wide marketing spread ensures
availability of quality steel in virtually all the districts of the country.
SAIL's International Trade Division ( ITD), in New Delhi- an ISO 9001:2000 accredited unit of CMO,
undertakes exports of Mild Steel products and Pig Iron from SAIL’s five integrated steel plants.
With technical and managerial expertise and know-how in steel making gained over four decades,
SAIL's Consultancy Division (SAILCON) at New Delhi offers services and consultancy to clients worldwide.
SAIL has a well-equipped Research and Development Centre for Iron and Steel (RDCIS) at Ranchi
which helps to produce quality steel and develop new technologies for the steel industry. Besides,
SAIL has its own in-house Centre for Engineering and Technology (CET), Management Training
Institute (MTI) and Safety Organisation at Ranchi. Our captive mines are under the control of the
Raw Materials Division in Kolkata. The Environment Management Division and Growth Division of
SAIL operate from their headquarters in Kolkata. Almost all our plants and major units are ISO
Certified.
Bokaro Steel Plant - the fourth integrated plant in the Public Sector - started taking shape in 1965 in
collaboration with the Soviet Union. It was originally incorporated as a limited company on 29th
January 1964, and was later merged with SAIL, first as a susidiary and then as a unit, through the
Public Sector Iron & Steel Companies (Restructuring & Miscellaneous Provisions) Act 1978.
The Plant is hailed as the country’s first Swadeshi steel plant, built with maximum indigenous
content in terms of equipment, material and know-how. Its first Blast Furnace started on 2nd
October 1972 and the first phase of 1.7 MT ingot steel was completed on 26th February 1978 with
the commissioning of the third Blast Furnace. All units of 4 MT stage have already been
commissioned and the 90s' modernisation has further upgraded this to 4.5 MT of liquid steel.
The new features added in modernisation of SMS-II include two twin-strand slab casters along with a
Steel Refining Unit. The Steel Refining Unit was inaugurated on 19th September, 1997 and the
Continuous Casting Machine on 25th April, 1998. The modernisation of the Hot Strip Mill saw
addition of new features like high pressure de-scalers, work roll bending, hydraulic automatic gauge
control, quick work roll change,etc.
A new hydraulic coiler has been added and two of the existing ones revamped. With the completion
of Hot Strip Mill modernisation, Bokaro is producing top quality hot rolled products that are well
accepted in the global market.
Bokaro is designed to produce flat products like Hot Rolled Coils, Hot Rolled Plates, Hot Rolled
Sheets, Cold Rolled Coils, Cold Rolled Sheets, Tin Mill Black Plates (TMBP) and Galvanised Plain and
Corrugated (GP/GC) Sheets. Bokaro has provided a strong raw material base for a variety of modern
engineering industries including automobile, pipe and tube, LPG cylinder, barrel and drum producing
industries.
TURBO BLOWER STATION
TBS is the blower station where steam is converted into suitable form of air at required pressure and
that steam is circulated to entire plant for its proper functioning.
TBS is a turbine- blower set where steam makes the turbine rotates and blower is coupled and air is
generated .Turbo Compressors are also installed where left over gases are cooled and liquefied and
transported to boiler for further usage.
· At SAIL 8 blowers are installed.
· Specification of equipments· Turbines- 39 blades (37 reaction and 2 impulse blades)
· Blowers- 18 stages
· Impeller- 5 stages
· Turbo Compressors- Temperature- 160degree cent.
OUTDOOR PIPELINES
ODPL are used to supply steam to the required areas through pipes.
Here the pressure of steam is reduced to about 8 to 12 kg/cm2.
SUPPLY AREAS

BLAST FURNACE

STEEL MELTING SHOP

OXYGEN PLANT4
ELECTRICAL REPAIRING SHOP (ERS)
ERS is the place where electrical apparatus are repaired at large scale.These are the areas which
generally deals with the repairement of burnt motors and magnets.
Motor RepairingHere motors of different powers are brought whose windings are worn out or burnt. New windings
are installed depending upon the type of winding used.
Before the burnt motor is completely removed its internal arrangements are noted down and
accordingly it is repaired.
Material UsedSuper enamel copper wires (SECW) are used as the winding in the motors.
Milinex and Nomex (generally PVC) are place between the two winding structure as a insulation .
After completion 6 leads are taken out which are connected as star or delta as per the specification.
Physical appearance of motor-:

Circumference with nut and bolt- DC Motor

Circumference with slotted areas- AC Motor
Determination of poles[ P= number of slots/(number of coil groups*3)]
Magnet RepairHere burnt magnet coils are repaired and made it be used again. Repairing is done by applying
Asbestos tape over the burnt coil. Asbestos is used as a repairing material as it has a heat
resistance up to 180 degree cent.
Brazing machine-
It’s a substitute of welding as its to join deformed strip of coil.
In SAILTwo types of magnets are thereENGLISH MAGNET· Length- 65 inch (4 Coils & 400 turns/coil)
· Width- 30 mm
· Thick – 1 mm
· Resisitance – 3.56 ohm
INDIAN OR RUSSIAN MAGNET· Length- 62 inch (4 coil & 300 turns/coil),42 inch, 36 inch, 16 inch
· Width – 25mm
· Thick- 1 mm
· Resistance- 2.97 ohm
CAPITAL REPAIRING (ELECTRICAL)
1.GENERAL:The main function of this department is to execute major capital repair jobs during capital repair of
main production shops like BF,SP,SMS Slabbing Mill, HSM and CRM. It also carries out major
electrical repair in the planned and unplanned situation(Breakdown) in the plant and modification
jobs required during equipment shutdown.
2.BLAST FURNACE CAPITAL REPAIR JOBS
Preparatory work of BF Capital Repair:Installation of enabling power network and power distribution boards. Power is mainly drawn from
3 pn, 4pn or 5pn depending upon the location of the furnaces. Installations of 220V and 24V
lighting network.
3 .SINTER PLANT:During capital repair of any sinter band, CRE take up about 22LT motors for medium repair in ERS,
After medium repair in ERS reinstallation of motors and their alignment is done by CRE.
4. STEEL MELTING SHOP:Electrical jobs of cranes (insulators, panels and trailing cables changing)LT and CT trolley line repair
and incoming power supply system .
5. SLABBING MILL
* Electrical jobs during capital repair of soaker cranes and slab yard cranes.
* LT and CT trolley line revamping in soaking pit area and slag yard area cranes.
6. HOT STRIP MILL
*Electrical jobs during capital repair of cranes
*Thermal insulation of electrical conduit
7.HRCF
*Previsioning / cleaning of bus bars
*Crane electrical repair jobs
8. RMP
*Replacement of LT cables as per need
9.CRM
*Trolley line maintenance.
*Replacement of various cables in cranes.
*Trailing cable maintenance and replacement.
*Capital Repair Of CRM
-Maintenance of M bus bars in motor rooms 4,5,6.
-Trolley line maintenance
-Cable replacement as per requirement in various units
GENRAL MAINTANANCE (ELECTRICAL)
1) INTRODUCTION :-
The GENERAL MAINT.-ELECT department is a part of Central Electrical Maintenance. It is situated
near the Steel gate towards CEZ gate. Its task is to ensure smooth running of electrical equipment’s
of Shops of the plant. And also to avoid costly stoppage and achieving quality product
economically.
Since in the giant organization where bulk of machinery works simultaneously and the production
is flow based, any interruption will directly affect maintenance department provide the necessary
help and guidance.
OBJECTIVES :-
· To maintain healthiness of electrical equipment’s.
· To improve and enhance the functioning of electrical equipment by carrying out capital repair
and revamping jobs in major production shops.
· To repair and improve the availability of Motors, Welding transformers, Control & lighting
transformers, Rectifier units, Battery Chargers and Electro Magnetic Rollers in the plant.
FUNCTIONS:
The functions of this department are as given below:-
· Maintenance, Repair and Rewinding of Induction Motors up to 30kw.
· Maintenance, Repair & Rewinding of Control and Lighting transformers.
· Maintenance & Repair of Rectifier units and Battery Chargers.
· Maintenance & Repair of Welding Machine.
· Maintenance & Repair of Electro Magnetic Rollers of HRCF deptt.
HEAVY MAINTANANCE (ELECTRICAL)
These are the areas where motors and machinry’s are repaired of power greater than 200KW.
Here mainly online monitoring are done. They monitor the running condition of the machinery and
hence panels are installed to observe the running parameters.
In SAIL
· Rolling Mills- DC Motors
· Other Areas- AC Motors
AC Motors are preferred through out the plant as DC Motors are costlier due to the presence of
contact brushes. But in rolling mills as we need constant speed so we install DC Motors.
Induction Motors are also installed for speed controlling purpose and inversion phenomenon.
Main defects are due to vibrations caused in machines.
Measurement of vibrations· Vertical
· Axial
· Horizontal
Problems causing vibrations· Unbalance
· Misalign me
THERMAL POWER PLANT AND CAPTIVE POWER PLANT
Here total Power Plant is divided into two sectionsØ Thermal power plant(TPP)
Ø Captive power plant(CPP)
Production capacityTPP3 Turbine and Turbo generator set Total capacity= 122MW
CPP3 Turbine and Turbo generator set Their fore total production of the plant is 302Mw
Here turbines used are of 24 stages. Where it has 21 reaction blades and 3 impulse blade
TELECOM(RAILWAY SIGNALLING)
Most used signalling type in railways is Route Relay Interlocking(RRI).
In SAIL5 Stations are theirSUPPLY LINES REQUIRED-
Ø 110V DC- For point motor machine
Ø 24V DC- For internal relay
Ø 36V DC- For control of external work
Ø 110V AC- For signal supply
Ø 12V DC- For panel indication
DISTRIBUTION NETWORKING
Distribution Network Department aims at “Supplying Uninterrupted Power” to different units of the
Plant & Township and to “Restore Power” to the affected areas in case of any eventuality. To cater
to this; the entire plant has been divided into Bulk Load Centres (MSDSs) and Distribution Centres
(RP Substations). The bulk load centres receive power at 132KV, step it down to 11KV or 6.6KV and
distribute power. The distribution centres receive power through cables at 11KV or 6.6KV from the
bulk centres in their close vicinity and distribute power at the same voltage or may have step down
transformer for different voltage levels.
AT SAILOperation:
— Works for supplying uninterrupted power supply to all area of the plant, load
— management, shutdown arrangement for maintenance and normalization.
— Works for 24x7 in shifts.
— Most critical.
— Main control room is at MSDS-1.
Maintenance:
Responsible for proper running of switch gear (CB and accessories), oil filled transformer
Second most critical section for operation of DNW and providing UPS.
Plant is divided in three zone for maintenance purpose:
Zone A – MSDS 1
Zone B – Iron Zone.
Zone C – Mill Zone.
TORF :Transformer oil reclamation facility monitors proper working of oil filled transformer.
Analysis of oil and filtration of oil is to be taken care of by this section of DNW.
CLG & ALD :
Taking care of cables , laying , maintenance and fault rectification.
Taking care of illumination of entire plant area and street lighting linked with production and
security.
ELECTRONICS LAB
Electronics Lab in SAIL is the place where different electronics equipment’s are tested and repaired.
Here different materials are tested and repaired
THYRISTOR
Here thyristor are tested based on the applied voltages and calculated leakage current and several
other parameters like holding current and latching current.
Then most of the PCB boards are repaired at the centre using PLC.Many company’s have their
different PCB repairing equipments and each PCB’S are repaired at their respective slots
Electric cell :- has a positive terminal and a negative terminal. The symbol of an electric cell has a
longer line and a shorter line. The longer line is the positive terminal and the shorter line is the
negative terminal.
Battery :- A battery is a combination of two or more cells. In a battery the positive terminal of one
cell is connected to the negative terminal of another cell. Devices like torches, transistors, toys, TV
remote controls use batteries.
RAW MATERIAL HANDLING PLANT
RMHP is the area where raw material are handles and kept uniformly on bed and hence further
processed and send to the required areas in the plant.
Materials handled· Coal
· Lime Stone
· Flux
Work done in RMHP· Tippling (4 tipplers)
· Conveying (length range from 40 to 45 KM)
· Stacking (7 stackers)
· Reclaiming (6 reclaimed)
Ø Squirrel Cage and Double Squirrel Cage Induction Motor are used in big conveyers.( 250KW power)
Ø Slip Ring Motors are used in Tippler, Crane, Tram Car Pusher(TCP) as here high starting torque is
required.
Ø Variable Voltage Variable Frequency(VVVF) systems are used in RMHP.
Ø Special motors are installed which remains loaded even when speed is zero, and it is applicable at
stacker, reclaimer, power cable reeling drum(PCRD).
Raw Material Handling plant is meant for transporting materials from Raw material yard/Base mix
yard to various process units of the plant. The Major Raw materials required for Iron and Steel
making are Iron ore lump, Iron Ore fines, Sized iron ore, Flux limestone / dolomite, manganese,
Quartzite coking coal, Non-coking coal ( for Boiler operation & For Pulverized coal injection )and
coke. Lump iron ores, iron ore fines and flux such as limestone and dolomite received by railway rake
are unloaded in wagon tippler and stored in open storage yard with help of various stockyard
machines.
Iron ore lump, flux such as limestone and dolomite, Coke is reclaimed by suitable stock yard machine
and are crushed in Ore crushing plant, Flux crushing plant and coke crushing plant respectively to
produce the size required. The above material is proportionately stacked by suitable stacking
machine in base mix yard and blended while reclaiming by blender reclaimer, while preparing base
mix which then transported to Sinter plant for sinter production.
For feeding material to new blast furnace, sized ore and flux is reclaimed by stock yard machine from
respective yard and conveyed by conveyor. Sinter produced in sinter plant and coke from
existing/new coke ovens is transported directly to BF-3 stock house by conveyor. Purchased coke
and necessary calcined lime from stock yard and new lime calcining plant respectively is transported
to SMS by Conveyor. The waste product from the plant is mainly dust and method of their disposal is
through dust suppression system and inter plant transportation.
The Raw Materials and Material Handling Plant receives, blends, stores and supplies different raw
materials to Blast Furnace, Sinter Plant and Refractory Materials Plant as per their requirements. It
also maintains a buffer stock to take care of any supply interruptions.
Some 9 MT of different raw materials viz. Iron ore fines and lumps, Limestone (BFand SMS grade),
Dolomite lumps and chips, hard Coal and Manganese ore are handled.
Iron ore and fluxes are sourced from the captive mines of SAIL situated at Kiriburu , Meghahataburu
, Bhawanathpur, Tulsidamar and Kuteshwar. Washed coal is supplied from different washeries at
Dugda, Kathara, Kargali and Giddi, while raw coal is obtained from Jharia coalfields.
STEEL MELTING SHOP
Hot Metal from the Blast Furnaces is converted into steel by blowing 99.5% pure Oxygen through it
in the LD converter. Suitable alloying elements are added to produce different types and variety of
producing steel and their by products.
IISCO (ISP burnpur) has two Steel Melting Shops - SMS-I and SMS-II. SMS-I has 5 LD converters of
130T capacity each. It is capable of producing Rimming steel through the ingot route. SMS-II has 2 LD
converters, each of 300 T capacity, with suppressed combustion system and Continuous Casting
facility. It produces various Killed and Semi-Killed steels.
The main function of Steel melting shop are as follows:• Oxygen blowing process.
• It receives hot metals from blast furnace.
• Output of sms1 is in ingot form.
• Output of sms2 is in slab form.
• From sms2 it goes to continuous casting shop
• Steel melting- process of removal of impurities like carbon and silicon.
Coke oven
It is a shop where coal is charged and converted to coke. Here the coal comes through different
countries also like Australia,Newzealand,China,Russia.
There are 81 coal storage chambers where coal is stored and then from here coal is send to the
charging oven where coal is charged at a temp. of 900 degree C to 950 degree C.
After the coal is charged it is loaded in the quenching car which brings the charged coal to the
quenching chamber where it is charged and then it becomes coke.
The main function of coke oven are as follows :Battery of ovens. Coal is converted into coke in anaerobic conditions at temperature-1250 degrees
celsius.
Cars involved for production :§ Pusher car.
§ Guiding car.
§ Quenching car.
§ Charging car.
The Coke Oven Complex at Bokaro converts prime coking coal from Jharia, Dugda and Moonidih and
medium coking coal form Kargali, Kathara and Mahuda, blended with imported coal, into high
quality coke for the Blast Furnaces, recovering valuable by-products like Anthracene Oil, Benzene,
Toluene, Xylene, Light Solvent Naphtha, Ammonium Sulphate and Extra-hard Pitch in the process.
Bokaro is situated in the prime coal belt of the country.
The Coke Oven battery has 8 batteries with 69 ovens each, maintained meticulously in terms of
fugitive emission control, use of phenolic water and other pollution control meas
Bokaro has five 2000-cubic metre Blast Furnaces that produce molten iron - Hot Metal - for steel
making. Bell-less Top Charging, modernised double Cast Houses, Coal Dust Injection and Cast House
Slag Granulation technologies have been deployed in the furnaces. The process of iroin-making is
automated, using PLC Charging System and Computer Controlled Supervision System. The wastes
products like Blast Furnace slag and gas are either used directly within plant or processed for
recycling / re-use.
COKE MAKING - COAL CARBONISATION:
Coking coals are the coals which when heated in the absence of air, first melt, go in the plastic state,
swell and resolidify to produce a solid coherent mass called coke. When coking coal is heated in
absence of air, a series of physical and chemical changes take place with the evolution of gases and
vapours, and the solid residue left behind is called coke.
Conventional coke making is done in a coke oven battery of ovens sandwiched between heating
walls. They are carbonised at a temperature around 1000o-1100oC up to a certain degree of
devolatization to produce metallurgical coke of desired mechanical and thermo-chemical properties.
A schematic diagram of Coke Oven Battery is given in Fig.below.
Schematic Diagram of Coke Oven Battery
During carbonisation, coking coals undergo transformation into plastic state at around 350o-400o C
swell and then resolidify at around 500o-550o C to give semi-coke and then coke. In coke ovens, after
coal is charged inside the oven, plastic layers are formed adjacent to the
heating walls, and with the progress of time, the plastic layers move towards the centre of ovenfrom
either side and ultimately meet each other at the centre. During cokemaking, two
The various modification in the coke making which have improved coke yield and reduced sp. Energy
consumption are :
Partial Briquetting of Coal Charge (PBCC): The technology involves charging about 30% coal blend in
the form of briquettes. Briquettes are prepared using a binder (pitch/ pitch+tar) upto 2. to 3.0% of
charge. Coke quality significantly improves as a result of increase in bulk density of charge.
Stamp Charging of Coal : The technology basically involves formation of a stable coal cake with
finely crushed coal (88-90% - 3mm) by mechanically stamping outside the oven and pushing the cake
thus formed inside the oven for carbonisation. Coal moisture is maintained at 8-10% for the
formation of cake. Due to stamping, bulk density of charge increases by 30-35% causing significant
improvement in micum indices and CSR values of coke. Oven productivity increases by 10-12% &
there is a possibility of using inferior coking coals to the extent of about 20%.
Selective Crushing of Coals : In this technology, the aim is to improve homogeneity of reactive &
inert components in coal by reducing the difference properties of coarse & fine size fractions. For
petrographically heterogeneous coals like Indian coals, this technology is very helpful.
Dry Coke Quenching : Dry quenching of coke is a major technology for the post-carbonisation
treatment which has come up in a big way. Here the red-hot coke is cooled by inert gases, instead of
conventional water quenching. It not only effectively utilises the thermal energy of red-hot coke
(80% of the sensible heat of coke can be recovered & made use of for production of steam) but also
results in improvement of the coke quality (M10 index can be improved by 1 point).
SINTER PLANT
Charge material is put on a sinter machine in two layers, the first layer may vary in thickness from 30
to 75 mm, a 12 to 20 mm sinter fraction is used, also referred to as the hearth layer. The second
layer, which covers the first layer, consists of mixed materials, making for a total bed height up to
600 mm (may vary from 350 to 660 mm). The mixed materials are applied with a drum feeder and
nine roll feeders. The upper layer is evened out using a leveler. Then the charge enters the ignition
furnace, where there are two rows of multislit burners. The first zone of the ignition furnace where
eleven burners are installed is called the ignition zone, and the next part of the ignition furnace
where 12 burners are installed is called the soaking zone (also referred to as the annealing zone). A
total of 23 burners are used in the ignition furnace. The temperature is maintained between 1150
and 1250 °C in the ignition zone and between 900 and 1000 °C in the soaking zone to prevent
sudden quenching of the sintered layer. The top 5 mm from screens of screen house two goes to the
conveyor carrying the sinter for the blast furnace and along with blast furnace grade sinter either
goes to sinter storage bunkers or to BF bunkers. Blast furnace grade sinter consists of sinter sizes 5
to 12 mm as well as 20 mm and above.
ADVANTAGE OF SINTERING
1. Better use of the huge quantity of iron ore fines generated at mines.
2. Gainful use of various metallurgical wastes like flue dust, mill scale, lime dust, sludge, etc.
3. Use of super fluxed sinter eliminates raw flux from the blast furnace burden. This leads to
considerable coke saving and productivity improvement in blast furnaces.
4. Due to the higher reducibility of super fluxed sinter, direct reduction of iron oxide is enhanced,
which contributes to further coke saving.
Sintering is a technology for agglomeration of iron ore fines into useful Blast Furnace burden
material. This technology was developed for the treatment of the waste fines in the early 20th
cenmtury. Since then sinter has become the widely accepted and preferred Blast Furnace burden
material. Presently more than 70% of hot metal in the world is produced through the sinter. In India,
approximately 50% of hot metal is produced using sinter feed in Blast Furnaces.
The major advantages of using sinter in BFs are :
· Use of iron ore fines, coke breeze, metallurgical wastes, lime, dolomite for hot metal production

Better reducibility and other high temperature properties

Increased BF productivity

Improved quality of hot metal

Reduction in coke rate in blast furnaces
SINTERING PROCESS A Sinter Plant typically comprise the following sub-units as shown below.
The raw materials used are as follows - Iron ore fines (-10 mm), coke breeze (-3 mm), Lime stone &
dolomite fines (-3mm) and other metallurgical wastes. The proportioned raw materials are mixed
and moistened in a mixing drum. The mix is loaded on sinter machine through a feeder onto a
moving grate (pallet) and then the mix is rolled through segregation plate so that the coarse
materials settle at the bottom.
The top surface of the mix is ignited through stationary burners at 1200oC. As the pallet moves
forward, the air is sucked through wind box situated under the grate. A high temperature
combustion zone is created in the charge -bed due to combustion of solid fuel of the mix and
regeneration of heat of incandescent sinter and outgoing gases. Due to forward movement of pallet
, the sintering process travels vertically down. The different zones created on a sinter-bed are shown
in the adjoining figure.
Sinter is produced as a combined result of locally limited melting , grain boundary diffusion and
recrystallisation of iron oxides.
On the completion of sintering process, finished sinter cake is crushed and cooled. The cooled sinter
is screened and + 6 mm fraction is despatched to blast furnace and -6 mm is recirculated as return
sinter.
For feeding material to new blast furnace, sized ore and flux is reclaimed by stock yard machine from
respective yard and conveyed by conveyor. Sinter produced in sinter plant and coke from
existing/new coke ovens is transported directly to BF-3 stock house by conveyor. Purchased coke
and necessary calcined lime from stock yard and new lime calcining plant respectively is transported
to SMS by Conveyor. The waste product from the plant is mainly dust and method of their disposal is
through dust suppression system and inter plant transportation.
BLAST FURNANCE
The layout of blast furnance is as follows :It is a chamber where coal and iron ores are charged. The charging is done through turbo- blower
station which supplies air to the furnance. Its capacity is 1400 tone at a time.
Bokaro has five 2000-cubic metre Blast Furnaces that produce molten iron - Hot Metal - for steel
making. Bell-less Top Charging, modernised double Cast Houses, Coal Dust Injection and Cast House
Slag Granulation technologies have been deployed in the furnaces. The process of iroin-making is
automated, using PLC Charging System and Computer Controlled Supervision System. The wastes
products like Blast Furnace slag and gas are either used directly within plant or processed.
Continuous Casting Shop
The Continuous Casting Shop has two double-strand slab casting machines, producing high quality
slabs of width ranging from 950 mm to 1850 mm. CCS has a Ladle Furnace and a Ladle Rinsing
Station for secondary refining of the steel. The Ladle Furnace is used for homogenising the chemistry
and temperature. The concast machines have straight moulds, unique in the country, to produce
internally clean slabs.
Argon injection in the shroud and tundish nozzle prevent re-oxidation and nitrogen pick-up,
maintaining steel quality. The eddy current based automatic mould level control, unique in the
country, gives better surface quality. The air mist cooling and continuous straightening facilities keep
the slabs free from internal defects like cracks. The casters are fully automated with dynamic
cooling, on-line slab cutting, de-burring and customised marking.The shop is equipped with
advanced Level-3 automated control systems for scheduling, monitoring and process optimisation.
CCS produces steel of Drawing, Deep Drawing, Extra Deep Drawing, Boiler and Tin Plate quality. It
also produces low alloy steels like LPG, WTCR, SAILCOR and API Grade.
Hot Strip Mill
Slabs from CCS and Slabbing Mill are processed in the state-of-the-art Hot Strip Mill. The fully
automatic Hot Strip Mill with an annual capacity of 3.363 million tonnes has a wide range of
products - thickness varying from 1.2 mm to 20 mm and width from 750 mm to 1850 mm. The mill is
equipped with state-of-the-art automation and controls, using advanced systems for process
optimisation with on-line real time computer control, PLCs and technological control system.
Walking Beam Reheating Furnaces provide uniform heating with reduction in heat losses, ensuring
consistency in thickness throughout the length. High-pressure De-scaling System helps eliminate
rolled-in scale. Edgers in the roughing group maintain width within close tolerance. The roughing
group has a roughing train of a Vertical Scale Breaker, one 2-high Roughing Stand and four 4-high
Universal Roughing Stands. The finishing group consists of a Flying Shear, Finishing Scale Breaker and
seven 4-high Finishing Stands. Hydraulic Automatic Gauge Control system in the finishing stands
ensures close thickness tolerance. The Work Roll Bending System ensures improved strip crown and
flatness. The rolling speed at the last finishing stand is between 7.5-17.5 metres per second. The
Laminar Cooling System is a unique feature to control coiling temperature over a wide range within
close tolerance. The Hydraulic Coilers maintain perfect coil shape with On-line Strapping system. Online Robotic Marking on the coil helps in tracking its identity.
Auxiliary Shops
To meet its needs for maintenance and repairs, Bokaro has a cluster of engineering shops such as
MachineShop, Forge Shop, Structural Shop, Steel Foundry, Ingot Mould Foundry, Cast Iron and NonFerrous Foundry, Electrical Repair Shop and Power Facilities Repair Shop in addition to shop-specific
Area Repair Shops. Most of the repairs and maintainance requirements of the plant are met inhouse.
The auxiliary shops and maintenance wings of Bokaro Steel, aided by in-house design teams, have
executed a number of highly sophisticated procurement-substitution, productivity enhancement and
quality improvement jobs, saving revenues and enhancing equipment availability.
The expertise and operational scale of these departments, along with the service departments,
makes Bokaro a truly integrated plant, housing many virtual enterprises within Bokaro Steel.
Cold Rolling Mill
The Cold Rolling Mill at Bokaro uses state-of-the-art technology to produce high quality sheet gauge
material, Tin Mill Black Plate and Galvanised Products. Cold rolling is done to produce thinner gauge
strips of very smooth and dense finish, with better mechanical properties than hot rolling strips.
Rolling is done well below re-crystallization temperature without any prior heating of the material.
The products of CRM are used for deep drawing purposes, automobile bodies, steel furnitures,
drums and barrels, railway coaches, other bending and shaping jobs and coated steels. The CRM
complex comprises of two Pickling Lines (including a high speed Hydrochloric Acid Pickling Line with
re-generation facilities), two Tandem Mills, an Electrolytic Cleaning Line, a Continuous Annealing
Line, Bell Annealing Furnaces, two Skin-Pass Mills, a Double Cold Reduction Mill (DCR), Shearing
Lines, Slitting Lines and a packaging and despatch section. The 5-stand Tandem Mill is capable of
rolling sheet gauges upto 0.15 mm thickness. It has sophisticated Hydraulic Automatic Gauge
Control, computerised mill regulation and optimisation control.
BOKARO STEEL PLANT - PRODUCT BASKET
Mill Capabilities
Annual Capacity
(,000 Tonnes)
Thickness
range (mm)
Width
Length
range (mm) (metre)
HSM HR Coils/ Sheets/ Continuous
Plates
Mill
3955
1.6 -16
900-1850
HRCF HR Sheets/ Plates Shearing
Line-I
-
5-10
1800
2.5-12
1.6-4
1500
1.5-4.5
CR Coils/ Sheets CRM-I
complex
0.63-2.5
700-1850
CR Coils/ Sheets CRM-II
complex
0.63-1.6
650-1250
Shop Products
Facility
HR Sheets/ Plates Shearing
Line-II
HR Coil
Slitting Line
CRM
1660
CR Coils/ Sheets, DCR Mill
TMBP
100
0.22-0.8
650-1040
GP Coils & Sheets HDGL
GC Sheets
170
0.3-1.6
650-1250
Special Grades of Steel
Special Steel Grades
Application
SAE 1541
Automobile Industry
MC 11
Cycle Industry
SPC 370/390
Cycle Industry
C 15
Cycle Industry
API X-42, X-46, X-52, X-56, X-60 (SAILAPI)
Pipe Line
SAILCOR (corrosion resistant)
Railways
SAILMEDSi (Medium Silicon Steel)
Heavy Electrical Winding
SAILPROP
Propeller Shaft
Strapping Steel (for internal use only)
Strapping Finished Products
Full-hard Galvanised Coil
Extra hard roof of houses
Cold Rolled Medium Electrical Steel
Transformer core
Extra-low Carbon Extra Deep Drawing (HR &
CR)
White goods
29
DMR 249A Grade Steel
Defence Research Development Organisation
(DRDO) for fabrication of Submarine parts
(import substitution)
E460/E500/E550
Floating bridges for Defence. For M/S BEML; for
making. (import substitution)
IS8500 Fe 540B high strength low alloy steel
with UTS value in excess of 540 Mpa
Kolkata fly-over
Low Carbon, Low Manganese, High Strength
Structural purposes. Thermo-mechanically
Structural Steel without microalloying (Carbon
0.10% )
Controlled Processing.
By-products
Nitration-grade Benzene
Nitration-grade Toluene
Light Solvent Naphtha
Still Bottom Oil
Hot PressedNaphthalene
Anthracene Oil
Extra-hard Pitch
Hard-medium Pitch (solid/ liquid)
Ammonium Sulphate
Pitch Creosote Mixture
BF Granulated Slag
Liquid Nitrogen
Phenol Fraction
Walking Beam Reheating Furnaces provide uniform heating with reduction in heat losses, ensuring
consistency in thickness throughout the length. High-pressure De-scaling System helps eliminate
rolled-in scale. Edgers in the roughing group maintain width within close tolerance. The roughing
group has a roughing train of a Vertical Scale Breaker, one 2-high Roughing Stand and four 4-high
Universal Roughing .
CONTROL AND LIGHTING TRANSFORMER SECTION:
All the control and lighting transformers from the deferent departments comes in this section. After
preliminary testing the entire required job are done in this section.
Work done in this section:— Preliminary testing of machines.
— Dismantling of transformer cores of burnt transformers.
— Rewinding of coils.
— Varnishing of coils.
— Assembling of cores.
— Testing of transformers after proper connection by giving required input voltage and measuring
output voltage.
— After above work jobs are sent for despatch.
— Voltage stabilizers are also repaired in this section.
ELECTRO MAGNETIC ROLLER REPAIR SECTION:
Electro magnetic Rollers of HRCF department are repaired in this section.
Work done in this section:· Preliminary testing of Magnetic coils.
· Dismantling of roller assembly.
· Required work is done.
· Assembling of Electro Magnetic Roller.
· Testing and dispatch.
WELDING MACHINE REPAIR SECTION:
Welding generators and welding transformers are repaired in this section. After preliminary testing
required work are done here. After repair and testing, machines are sent for despatch.Rectifier units
and Battery chargers are being repair in this section.
BOKARO STEEL PLANT AT A GLANCE
It is the fourth integrated steel plant in the public Sector conceived in 1959. Bokaro Steel Plant
actually started taking shape in 1965 in collaboration with the Soviet Union. The collaboration
agreement was signed on 25th Jan 1965. The design of the plant was envisaged with a capacity of
1.7MT per annum in stage –I and 4 MT per annum in stage-II with provision for further expansion.
The construction work started on 6th April 1968.
Bokaro steel plant was originally incorporated a limited company on 29th Jan 1964. with the
formation of the Steel Authority Of India Limited (SAIL) on 24th Jan 1973, it became a wholly owned
subsidiary of SAIL and on 1st May 1978 it was eventually merged with SAIL through the public sector
iron & steel companies (Restructuring & Miscellaneous Provisions) Act 1978.
The plant is hailed as the country’s first Swadeshi steel plant, built with maximum indigenous
content in terms of equipment, material and know-how. Its first phase of 1.7MT ingots steel
commenced on 2nd October 1972 with the commissioning of the first Blast Furnace and completed
on 26th Feb 1978 with the commissioning of the 3rd Blast Furnace.
All the envisaged units of 4MT stage have already been commissioned. The plant is designed to
produce flat products like Hot Rolled Coils, Hot Rolled Plates, Hot Rolled Sheets, Cold Rolled Coils,
Cold Rolled Sheets, Tin Mill Black Plates (TMBP) and Galvanised Plain and Corrugated (GP/GC)
Sheets.
Bokaro has provided a strong Raw Material base for a variety of modern engineering industries
include automobile, Pipe & Tube, LPG, cylinder, Barrel and Drum producing industries. To keep pace
with the latest trends in steel making, the first phase of modernisation was sanctioned on 23rd July
1993 and completed in 1997. Benefits of the modernisation have been reaped; Bokaro steel is
continuously upgrading its various production facilities to bring improvement productivity and
quality. 2nd phase modernisation is going on.
REPAIR SERVICES OFFERED AREA
SLABBING MILL :- Maintenance/Repair of ingot buggy trolley lines/reactors of main drive motors,
bus bars during shop shut down & capital repair.
H.S.M. :- Maintenance/Repair of charging & discharging side roughing motors, roller table motors,
delay table motors, reactor and bus-bar of finishing main drive motors during shop shut down &
capital repairs.
S.M.S.-II :-
i) Maintenance/Repair of HMTC trolley lines during shop shut down period.
ii) Fabrication of brackets for Resistance-Box for Hot Metal Cranes.
Rewinding of slag car motors of BF, SMS-I & II, Scarfing crane motors of Slabbing Mill specially and
other motors up to 22kw of other shops of the plant. Rewinding/ revamping of welding
transformers, Rectifiers, Control & lighting transformers, Battery Chargers etc.Repair of Electro
Magnetic Rollers of HRC. Repair & maintenance of crane in workshop.
STORE :-
In order to ensure uninterrupted supply of all tools, tackles other maintenance equipments &
consumables materials, the deptt. maintains its own stores. The store is equipped with all the
necessary tools and tackles, wires, insulators, welding equipments, cutting equipments, oxygen and
acetylene cylinder etc.
Other Activities :-
i) Quality Circle
ii) Suggestion Scheme
Major Units
Integrated Steel Plants
· Bhilai Steel Plant (BSP) in Chhattisgarh
· Durgapur Steel Plant (DSP) in West Bengal
· Rourkela Steel Plant (RSP) in Orissa
· Bokaro Steel Plant (BSL) in Jharkhand
· IISCO Steel Plant (ISP) in West Bengal
Special Steel Plants
· Alloy Steels Plants (ASP) in West Bengal
· Salem Steel Plant (SSP) in Tamil Nadu
· Visvesvaraya Iron and Steel Plant (VISL) in Karnataka
Subsidiary
Maharashtra Electros melt Limited (MEL) in Maharashtra
Joint Ventures
NTPC SAIL Power Company Pvt. Limited (NSPCL): A 50:50 joint venture between Steel Authority of
India Ltd (SAIL) and National Thermal Power Corporation Ltd (NTPC Ltd); manages SAIL’s captive
power plants at Rourkela, Durgapur and Bhilai with a combined capacity of 814 megawatts (MW).
Bokaro Power Supply Company Pvt. Limited (BPSCL): This 50:50 joint venture between SAIL and the
Damodar Valley Corporation (DVC) is managing the 302-MW power generating station and 660
tonnes per hour steam generation facilities at Bokaro Steel Plant.
Junctions Services Limited: A 50:50 joint venture between SAIL and Tata Steel; promotes ecommerce activities in steel and related areas. Its newly added services include e-assets sales,
events & conferences, coal sales & logistics, publications, etc.
SAIL-Bansal Service Centre Limited: A joint venture with BMW Industries Ltd. on 40:60 basis for a
service centre at Bokaro with the objective of adding value to steel.
Bhilai JP Cement Limited: A joint venture company with Jaiprakash Associates Ltd on 26:74 basis to
set up a 2.2 million tonne (MT) slag-based cement plant at Bhilai.
Bokaro JP Cement Limited: Another joint venture company with Jaiprakash Associates Ltd on 26:74
basis to set up a 2.1 MT slag-based cement plant at Bokaro.
SAIL & MOIL Ferro Alloys (Pvt.) Limited : A joint venture company with Manganese Ore (India) Ltd
on 50:50 basis to produce ferro-manganese and silico-manganese required in production of steel.
S & T Mining Company Pvt. Limited: A 50:50 joint venture company with Tata Steel for joint
acquisition & development of mineral deposits; carrying out mining of minerals including
exploration, development, mining and beneficiation of identified coking coal blocks.
International Coal Ventures Private Limited: A joint venture company/SPV promoted by five central
PSUs, viz. SAIL, CIL, RINL, NMDC and NTPC (with respectively 28.7%, 28.7%, 14.3%, 14.3% and 14.3%
shareholding) aiming to acquire stake in coal mines/blocks/companies overseas for securing coking
and thermal coal supplies.
SAIL SCI Shipping Pvt. Limited: A 50:50 joint venture with Shipping Corporation of India for provision
of various shipping and related services to SAIL for importing of coking coal and other bulk materials
and other shipping-related business.
SAIL RITES Bengal Wagon Industry Pvt. Limited: A 50:50 joint venture with RITES to manufacture,
sell, market, distribute and export railway wagons, including high-end specialised wagons, wagon
prototypes, fabricated components/parts of railway vehicles, rehabilitation of industrial
locomotives, etc., for the domestic market.
SAIL SCL Limited: A 50:50 JV with Government of Kerala where SAIL has management control to
revive the existing facilities at Steel Complex Ltd, Calicut and also to set up, develop and manage a
TMT rolling mill of 65,000 MT capacity along with balancing facilities and auxilliaries.
POSCO,Korea: Strategic alliance for cooperation in a wide range of business & commercial interest
areas. Pursuant to this, another MoU has been signed for joint venture initiative in the area of (a)
manufacture & commercialisation of CRNO; & (b) Exploration of upstream & downstream
opportunities in utilising FINEX technology by both the companies
Kobe Steel Limited (KSL), Japan: To explore by joint feasibility study, the technical & economic
feasibility of ITmk3 technology for producing premium grade iron nuggets using iron ore fines and
non coking coal.
Another MoU for collaborating and cooperating for studying the possibility of producing high value
products such as (i) products for automobiles, (ii) products for nuclear and ordinary power plants,
such as forged material and tubing material, (iii) special alloy steels and bars, and stainless steel tube
and/or any other products mutually agreed to between the parties.
Rashtriya Ispat Nigam Ltd. (RINL): For jointly exploring and developing high grade low silica
limestone deposits of Qalhat in the sultanate of Oman for supply to steel plants of SAIL & RINL on a
long term basis.
CONCLUSION
The training at BOKARO STEEL PLANT was very helpful. It has improved my theoretical concepts of
electrical power transmission and distribution , repairing of electrical motors and machines a .
Protection of various apparatus was a great thing. Maintenance of transformer, induction motor,
synchronous motors, turbo-generators, boilers, turbines etc was observable.
I had a chance to see the blast furnance and steel melting shop where the main working of steel
plant is being done and also I saw the working of various shops of the plant , which was very
interesting. So the training was more than hope to me and helped me to understand about power
system more.
Consumer satisfaction
Project Report on "Customer Relationship Management"
Introduction
The biggest management challenge in the new millennium of liberalization and globalization for a
business is to serve and maintain good relationship with the king – the customer. In the past
producers took their customers for granted, because at that time the customers were not
demanding nor had alternative source of supply or suppliers. But today there is a radical
transformation. The changing business environment is characterized by economic liberalization,
increasing competition, high consumer choice, demanding customer, more emphasis on quality and
value of purchase etc.
All these changes have made today’s producer shift from traditional marketing to modern
marketing. Modern marketing calls for more than developing a product, pricing it, promoting it and
making it accessible to target customer. It demands building trust, a binding force and value added
relationship with the customers.
The process of developing a cooperative and collaborative relationship between the buyer and seller
is called customer relationship management shortly called CRM. According to Ashoka dutt head of
Citi Bank “the idea of CRM is to know the individual customer intimately, so that the company has a
customized product ready for him even before he asks for it.”
Aims of CRM
The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to make the
customer climb up the ladder of loyalty.
The company first tries to determine who are likely prospects i.e. the people who have a strong
potential interest in the product and ability to pay for it. The company hopes to convert many of its
qualified prospect into first time customers and then to convert those first time customers into
repeat customers. Then the company tries to convert these repeat customers into clients – they are
those people who buy only from the company in the relevant product categories. The next challenge
for the company is to convert these client into advocates. Advocates are those clients who praise the
company and encourage others to buy from it.
The ultimate challenge is to convert these advocates into partners where the customers and the
clients work actively together to discover ways of getting mutual benefit.
Thus in CRM the key performance figure is not just current market share but share of life time value
by converting customers into partners.
In CRM the company tries to identify that small percentage (20%) of key account holders who’s
contribution to the company revenues is high (80%). So from this point of view, CRM is also known
as KEY ACCOUNT MANAGEMENT.
Why – customer relationship management
Ø A satisfied customer in 10 years will bring 100 more customers to the company.
Ø It costs 7 time more to attract a new customer than to serve an old one.
Ø 20% of the company’s loyal customers account for 80% of its revenues. (Pareto’s principle).
Ø The chances of selling to an existing customer are 1 in 2, the chances of selling to a new customer
are 1 in 16.
Eight ways to keep customers for life
1. Every part of the company’s marketing effort should be geared towards building lifetime
relationships.
2. People want to do business with friendly people. To have effective relations a friendly attitude
must permeate in the organization.
3. Information technology developments should be positively used to serve the customers.
4. The company should always be flexible to bend its rules and procedures in the client’s favor.
5. The company should communicate with its customers even when it is not trying to sell
something.
6. The company can communicate and develop stronger customer bonding by providing financial
and social benefits.
7. The company should try to know all its customers including their lifestyles, hobbies, likes and
dislikes etc.
8. The company should make it a point to deliver more than what is promised.
CRM in the Textile industry
In textile industry one company sell its product to another company. For example a yarn
manufacturing company sell to fabric manufacturing company. A fabric manufacturing company sell
fabric to apparel company. The main customers of the companies in the textile industry are the
wholesalers. And the final product is sold to the wholesalers and retailers. In this industry the
customers are few and profit margins are high. So CRM is very much necessary and relevant in this
industry. There is a high degree of uncertainty on the part of the buyers, the likelihood of customers
seeking a relationship is increased. If the firm loses its customer it would be major loss to the firm.
The product in the textile industry is complex and quality is an important factor. One of the major
values the customer expects from vendors is quality. No customer will tolerate average quality.
According to GE’s chairman John “quality is the best assurance of customer allegiance and strongest
defense against competition and the only path to sustained growth and earnings.” If the product is
not of good quality the customer will not be satisfied and the firm may lose its customer. Moreover
there is a scope of customization in the product. The seller has to customize the product according
to the need of the customer. Customization is changing the product according to the need of the
customer in order to satisfy him.
How to introduce CRM in the company
There are four key steps for putting one to one marketing program to work –
Step 1 : Identify your customers
To launch a one to one initiative the company must be able to locate and contact a fair number of
customers or at least a substantial portion of its valuable customers. It is crucial to know the
customer details as much as possible, not just their names or address, but their habits, preferences
and so forth.
Step 2 : Differentiating your customers
Customers are different in two principal ways, they represent different levels of value and have
different needs. Once the company identifies its customers differentiating them will help the
company to focus its efforts to gain the most advantage with the most valuable customers.
Step 3 : Interacting with the customer
Interaction is also a crucial component of a successful CRM initiative. It is important to remember
that interaction just not occur through marketing and sales channels, customer interact in many
different ways with many different areas of the organization so to foster relationship all the areas of
the organization must be accessible to the customer.
Step 4 : Customize your enterprise’s behavior
Ultimately to lock a customer into a relationship a company must adapt some aspect of its behavior
to meet customer’s individually expressed needs this might mean mass customizing a manufactured
product or it might involve tailoring some aspect of the service surrounding the product.
Significance of the study
The CRM (customer relationship management) is an integrated effort to strengthen the network of
relationship for the mutual benefit of both the parties. The biggest management challenge in the
new millenium of liberalization and globalization for a business is to maintain good relationship with
the king – the customer. This study is of great significance because
Ø A 5% increase in the customer retention will increase the profit up to 125%.
Ø It costs seven time more to attract a new customer than to serve an old one.
Ø 20% of the company’s loyal customers account for the 80% of its revenues.
Ø To study on customer relationship management would enable the researcher to know about the
CRM practices adopted in the textile industry.
Review of the existing literature
With the available literature we can summarize CRM in the words of various authors as follows-
According to Shani and Chalarani – Customer Relationship Management marketing can be defined as
“ an integrated effort to identify, maintain and build up a network with the individual customers and
to continuously strengthen the network for the mutual benefit of both parties, through interactive,
individualized and value added contracts over a long period of time.
In the words of Lekha “ CRM aims at delivering better products and value to the customers through
better understanding of his needs.”
Conceptualization
A firm in textile industry has to maintain good relations with its customers. They have to retain the
customers for a long time to avail the benefit of their relations. The customer relationship
management is one of the effective tool to identify, establish and maintain relationship with the
customers. With the help of this research we are going to identify the importance of CRM in textile
industry.
Focus of the problem
The textile industry is basically manufacturing based industry. Through this study we are going to
identify the importance of CRM in the textile industry. How it is benefited from CRM? Is their any
relevance of implementing CRM? And what role does information technology can play in CRM?
Objectives of Customer Relationship Management
1.
To study the current practices of CRM.
2.
To find out the impact of CRM on the profitability of the organization.
3.
To study the factors affecting the CRM practices.
4.
To study the role of information technology in CRM.
Research Methodology
A research design is simply a plan for study in collecting and analyzing the data. It helps the
researcher to conduct the study in an economical method and relevant to the problem.
Research methodology is a systematic way to solve a research problem. The methodology should
combine economy with efficiency.
Research design
The study conducted here is exploratory cum descriptive.
Scope of the study
The scope of the study is confined to Company ___________.
Collection of the data
There are two types of data.
Primary data – primary data is that data which is collected for the first time. These data are basically
observed and collected by the researcher for the first time. I have used primary data for my project
work.
Secondary data – secondary data are those data which are primarily collected by the other person
for his own purpose and now we use these for our purpose secondly.
Data collection
Data is collected through schedule.
Findings
§
The customers of COMPANY are the wholesalers throughout India. COMPANY also export the
fabric to countries like Egypt and U.A.E.
§
The needs of the customers are clearly defined and the products are customized according to
the needs of the customers.
§
Customer’s comments and complaints are welcomed and resolved quickly and positively.
Comments and complaints are taken through face to face interviews.
§
The company conducts customer satisfaction surveys through research agencies.
§
The company provides credit facility to its customers up to 90 days. If the customers pay within
7 days they are given 4% cash discount.
§
Sales persons of the company maintain frequent and informative communication with the
customers.
§
Business process is regularly reviewed to eliminate non value-adding activities.
§
The average sale per customer has increased by 15% and customer’s response to the marketing
activities is also improving. Customer retention is also improving.
§
The factors which have an impact on the CRM are – organization culture, support from top
management, interpersonal skill of the sales personals and working environment of the company.
Analysis
The customers of the COMPANY are the wholesalers. It is because the number of retailers is very
large as compared to the wholesalers. So it is not possible for the company to approach to the
retailers. Therefore the company sells to the wholesalers and then wholesalers sell to the retailers.
Customers are encouraged to give suggestions and complaints so that the company can improve its
working and services. If the customer’s complaints are not resolved the customers will be
dissatisfied and the company may lose its customers.
Different customers have different requirements. So the company customize its product accordingly
to satisfy the customers. It also gives more choice to the customers.
To get the information about the customers and to measure the satisfaction the company conducts
surveys. Because of the expertise needed in the research the company give this work to research
agencies like AC NILSON.
The company gives credit facility to its customers to increase the sales volume. If the company do
not sell on credit the customers may switch over to other companies.
The company maintains frequent communication with the customers. As soon as the product is
ready or a new product is launched the information is provided to the customers. Communication is
also necessary to maintain the interest of the customers in the company.
The company gives concession to its regular customers so as to retain its most valuable and
profitable customers.
The company regularly reviews the business process in order to eliminate non value-adding
activities, to reduce the cost and to make the whole work efficient and effective. If the internal
customers are not satisfied and there is lack of coordination among the departments then it will
affect the external customers also.
Conclusion
From this study it can be concluded that the customer relationship management in Company is
satisfactory. The company is using various CRM practices like customization of the product,
maintaining interaction with the customers regularly and providing good quality product etc.
Customer relationship management has a certain impact on the profitability of the company.
Average sale per customer has increased 15% over the last two years. Customer response rate
towards marketing activities is also improving. There are various factors affecting the customer
relationship management like working environment of the company, support from top management
and coordination among the departments of the company. Information technology is not used as
much as it should be. The company is using traditional tools of CRM like quantitative research,
personal interviews. The company should modern tools like data mining, contact center, e-CRM and
web based survey tools.
Limitations of Customer Relationship Management
1.
Time constraint is unavoidable limitation of my study.
2.
Financial problem is also there in completing this project in a proper way.
3.
As no work has been done earlier in this regard so scarcity of secondary data is also there.
4.
Inadequate disclosure of information is also the problem.
Suggestions
There should be more and more emphasis given by the company for satisfying the customer up to
a apex limit and by providing the utility of every penny of his money.
There should be more use of information technology.
The company should be flexible to bend its rules and procedures in the clients favour.
The company can communicate and develop stronger customer bonding by providing social and
financial benefits.
Questionnaire
1.
Who are your customers?
a)
Wholesaler
b) Retailers
c)
Both
2.
Are your customer’s needs clearly defined ?
a)
Yes
b) No
3.
Do you conduct customer satisfaction surveys?
a)
Yes
b) No
4. Do you communicate results of your customer satisfaction surveys regularly throughout the
company?
a)
Yes
b) No
5.
Do you actively seek out customer comments and complaints?
a)
Yes
b) No
6.
How do you get customer comments and complaints?
a)
Face to face interview.
b) Toll free numbers, formal surveys.
c)
Others means
7.
How do you get information about the customers?
a)
Face to face interviews
b) Surveys.
c)
Any other means.
8. Do you analyze channel effectiveness? ie which channel is most effective in serving the
customer?
a)
Yes
b) No
9.
Do you provide credit facility to your customers?
a)
Yes
b) No
10. Do you give concessions to your regular customer?
a)
Yes
b) No
11. Do you take feedback from your customers?
a)
Yes
b) No
12. Do you customize your product or services according to the customer?
a)
Yes
b) No
13. Do you have a concept of “internal service”?
a)
Yes.
b) No.
14. Do you communicate with your customers frequently?
a)
Yes.
b) No.
15. Do you regularly review the business process to eliminate non value- adding activities and
improve customer satisfaction?
a)
Yes
b) No.
16. Is the working environment is conducive to the well-being and morale of all employees?
a)
Yes
b) No.
17. How much is the role of computers in serving the customers?
a)
Plays a big role
b) Not much role to play
c)
No role to play.
18. Do you have centralized database for customer information?
a)
Yes
b) No such database.
19. Does the staff have access to the customer database?
a)
Yes
b) No
20. Is there commitment from top management to support the customer-focused service concept?
a)
Yes
b) No
21. Is there any improvement in average sale per customer?
a)
Yes
b) No
22. Is there any improvement in customer response rate to the marketing activities?
a)
Yes
b) No
23. Is there any improvement in customer retention and loyalty?
a)
Yes
No.
This is Project Report on Customer Relationship Management [CRM]