CHAPTER 1

EXECUTIVE SUMMARY An industry is that part of the economy that creates services as well as tangible objects. Economists divide all economic activity into two broad categories, goods and services. Goods-producing industries are agriculture, mining, manufacturing, and construction; each of them creates some kind of tangible object. Service industries include everything else: banking, consultancy, wholesale and retail trade, all professional services such as engineering, computer software development, and medicine, nonprofit economic activity, all consumer services, and all government services, including defense and administration of justice. Marketing is a Strategic Art. For success of any industry marketing in right direction is necessary. Business point of view, one should have good marketing policy to sustain in the competition. For any industrial marketing the first & foremost thing is to segregate the market on certain basis. Then it is required to design a marketing policy & start implementation on it. In this procedure we must Know the Customer. Once you have better idea about the customer you can give the product he wants. As this is an industry that has products according to customers requirements, the main aim is to satisfy the customer. The project includes: 1. Knowing client satisfaction level. 2. To build a healthy client-company relationship. 3. Market segmentation
4.

EXECUTIVE SUMMARY

Therefore the basic objective behind the project is to know the problems of the clients (if any) and try to solve it in the best possible manner.

Objective: Primary Objective:

1)

To find out customer satisfaction level. Secondary Objective

1) 2)

To find out the changes or expectation of clients. Make market segmentation & prioritize the sector.

Sample Size Sample Size was 100 in numbers for each of the following Sectors:1) 2) 3)

Textile Sector Urban Infrastructure Industrial Sector

4) Commercial complexes 5) Transportation Sector

6)

Hospitality & tourism Sector

Data Collection Primary Data Primary data was collected by directly interviewing clients & mail interview. Secondary Data Secondary data was collected through past records of company.

Findings

# In the segment of textile GEL is having an upper hand over its competitors. # Advertising activity is very low. # Company does not have enough business development personnels.

Suggestions

# GEL is very poor when it comes to advertisements. So the company should advertise their services properly through various media.

# Try to maintain a tidy finishing timeframe of projects in all sectors.

# Client relationships is very important because it often results in repeat offers , so healthy relationships should be build up with the client which is possible by providing client satisfaction.

#The Company should try to venture into a very lucrative real estate sector.

CHAPTER-2

INDUSTRY PROFILE

INDUSTRY PROFILE Construction is a cyclical industry it means it reflects fluctuation in national economy sensitively and rapidly. Construction has a very large number of self-employed workers. Opportunities for workers to form their own firms are better in construction than in many other industries. Construction industry has different groups these are 1. The design group: includes people who have a basic interest in conceiving, programming synthesizing, & planning & physical environment.

2. The constructor group: those in the constructor group are people of action.
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3. The support group: the motivation and interest those in the support group are as varied as the list of professions would indicate. The construction sector comprises establishments primarily engaged in the construction of buildings or engineering projects (e.g., highways and utility systems). Establishments primarily engaged in the preparation of sites for new construction and establishments primarily engaged in subdividing land for sale as building sites also are included in this sector. Construction work done may include new work, additions, alterations, or maintenance and repairs. Activities of these establishments generally are managed at a fixed place of business, but they usually perform construction activities at multiple project sites.

CONSTRUCTION INDUSTRY IN INDIA:

The Indian construction industry, an integral part of the economy and a conduit for a substantial part of its development investment, is poised for growth on account of industrialization, urbanization, economic development and people's rising

expectations for improved quality of living. Construction constitutes 40% to 50% of India's capital expenditure on projects in various sectors such as highways, roads, railways, energy, airports, irrigation etc. Estimates indicate that annual infrastructure investments are projected to rise from US $ 17.14 bn. in 1995 - 96 to US $ 30.57 bn. to US $ 51.42 bn. in 2005 06. Today, India is one of the six fastest growing economies of the world and Asia's biggest Infrastructure Investment opportunity. BOOMING OPPORTUNITIES IN INDIA: Commonwealth Games - 2010 in New Delhi

The Commonwealth Games - 2010 in New Delhi throws mega opportunities for Building Material Companies, Construction Equipments & Technologies companies. Commonwealth Games Village project worth US$ 40 mn. Elevated Ring Road, Widening and Redesigning of Roads in and around Delhi. More Subways and 15 - 20 Flyovers. Sports Specialty Hospital Roads: The government has announced four lining of 48 new projects with an estimated cost of US$ 12 bn. Development and upgradation of roads will require an investment of US$ 24 bn. till 2008. Private sector participation in road projects will grow significantly. "The Golden Quadrilateral Plan" (5850 Kms.) for linking the four metropolitan cities of Delhi, Mumbai, Chennai and Kolkata with an estimated cost of US$ 5.5 bn. Railways: The railway sector will need an investment of US$ 22 bn. for new coaches, tracks and communications and safety equipment over the next ten years. A 10 year Corporate Safety Plan of the Indian Railways envisaging an expenditure of US $ 7.24 bn. besides development of appropriate technology for higher level of safety in train operation. Metro Rail Corporation projects worth US $ 12.84 bn in cities like Delhi, Bangalore, Hyderabad, Chennai, Ahmedabad and many other cities are on target. Airports: Upgradation and modernization of airports will require US$ 33 bn. investment in the next ten years.
7

Special Economic Zones (Sezs): Projects are coming up to develop Special Economic Zones worth US $ 2.5 bn. Urban Infrastructures (Township / Malls / Office Buildings) India has a large and growing middle class population of 300 mn people, out of which a large section is need on new houses. It is estimated that there is national housing storage of 41 mn. Units. Retailing is becoming the boom industry with organized retail being a market of US$ 6 bn. The sector will need about 25 mn. sq. ft. of space by the year 2005. NASSCOM-McKinsey surveys have predicted the ITES sector in India will require approximately 100 mn. sq. ft. of office space, which means a promising opportunity for the construction industry. Water supply and sanitation projects alone offer scope for annual investment of US$ 5.71 bn. Power: The Ministry of Power has formulated a blueprint to provide reliable, affordable and quality power to all users by 2012. This calls for investment of US$ 73 bn. in the next five years. Sagar Mala: The "Sagar Mala" project for expansion and modernization of ports, inland navigation and maritime transport. This involves an investment of US $ 22 bn. in a period of ten years. While the government will take care of 15% of the investment, the rest will come from the private sector. FDI in Construction Sector In India:

 The Govt. of India has permitted FDI up to 100% for development of integrated townships in India last year. India is now the second most favoured destination for FDI, behind China.Beside these, there are projects coming up to develop Special BioTechnology Parks and IT Parks. Employment Opportunities in Construction Human capital is the most important asset to a construction company. Clearly the success of the construction industry is based on the quality of its people. And this quality of human capital will depend on the possible employment opportunities. The construction industry of today is continually looking for leaders who want to help shape the world we live in at the highest level. The construction industry needs leaders with exceptional management skills who understand construction employment and who are effective at hiring, staffing and retaining employees. The Job Prospects Job prospects exist in the departments of public works, archaeological departments, ministries, department of railways, post and telegraph, town and country planning, and in public sector undertakings. Private sector and local bodies also offer openings. The private sector offers wide employment opportunities, particularly for those trained in architecture and construction/ project management. Large construction houses, multinationals, builders and promoter firms, real estate developers, and construction consultancy firms, also employ professional construction managers. The banking, and housing finance sector, also takes in qualified construction managers to handle construction finance and project appraisal activities. Building and construction professionals can set up their own consultancy firms, or even freelance, by working on projects for different organizations on a contractual

basis. NICMAR also offers courses to professionals on the job through correspondence.

CHAPTER- 3

COMPANY PROFILE

COMPANY PROFILE NAME OF COMPANY: GHERZI EASTERN LIMITED Head Office Board of Directors Mr. Nusli N. Wadia Mr. Jeh N. Wadia
10

: Raheja Point 1, Wing A,Pt. Jawaharlal Nehru Road,Vakola, SantaCruz(E), Mumbai 400055 Mr. Marcos Gherzi Mr. Giuseppe Gherzi

Mr. Ness N. Wadia Branch offices INDIA Pune Bangalore Bhopal Chennai, Delhi Kolkata

Mr. Udo Hartmann

WORLD Zurich London Sanghai Cairo, Istanbul Italy

Founded in 1960, Gherzi Eastern Limited (GEL) is a joint initiative between Gherzi AG, Zurich, Switzerland and the Wadia Group of Companies, a leading business house in India. Gherzi Eastern focuses on the dynamic needs of various industries and provides world class comprehensive consulting services. Since its inception GEL has been a market leader and has helped shape some of the landmark constructions in the history of modern India. Continuously benchmarking with global standards and surpassing them is a mission at GEL. This has seen the company grow from one location to having presence across many locations in India and overseas. GEL believes in fulfilling its corporate and social responsibilities. In line with this, GEL has also successfully completed projects with emphasis on social upliftment and poverty alleviation. GEL has entered into strategic partnerships to form consortia to enhance the value offered to their esteemed clients across all sectors and industries. GEL has been empanelled with many leading international and national agencies which are actively pursuing restructuring and development across the globe. These include the ADB, World Bank, UNDP, and Ministry of Roads Transport & Highways (Government of India), National Highways Authority of India and various State Governments.
11

Quality has been the hallmark of all GEL Projects and this quality DNA is part of the organizational systems and procedures too. GEL is an ISO 9001/2008 certified organization for consultancy services in Architectural & Engineering Designs and Project Management. GEL has successfully completed over 1800 projects across various sectors and has a strong and growing base of satisfied clients. GEL has aligned its services to manage business critical needs of their clients and has helped them achieve their vision of a better India. ACCOLADES: AESA BEHERAY RATHI AWARD as architects for the creation of L&T John Deere Tractor Project as Best Industrial Building of 2001

DESIGN AWARD of Architectural Design Works by the Department of Tourism, Government of Kerala

AWARD FOR EXCELLENCE -87 as consultants by the Builders Information Bureau

EXCELLENCE AWARD of Architectural Design & Structural Engineering services for the new library block of the Indian Institute of Technology , Madras

PERFORMANCE AWARD as consulting firm from Asian Development Bank EXCELLENCE AWARD for productivity, quality, innovation & management by Institute of Economic Studies FIRST PRIZE for architectural competition conducted for the development of

12

guest house facilities at Anushakti Nagar by Nuclear Power Corporation of India. Services Offered: The services that GEL offers are customized to suit the customers needs and his vision. GELs vast experience of working across various sectors and industries coupled with its in-depth technical and management knowledge gives them an unbeatable competitive edge in this profession Design Management Enginee Pre-design studies Consultananc ring y Consult ancy - Concept Planning - Techno -Master - Surveying economic Planning - Geo-technical feasibility investigation studies Architect - GIS - Market ural - EIA Analysis - Operational Structura Improvement l studies - Detailed Utilities Project - Interior Report Design Landsca pe design

Project Management Consultancy - Professional Project Management - Procurement Assistance -Construction Supervision - Post Commissioning Services - O & M Services

URBAN INFRASTRUCTURE GEL is one of the major consultants in all the sectors of housing and urban infrastructure development with extensive experience in master planning of numerous townships with planning and design of all common facilities and support
13

infrastructure.GEL services include preparation of regional plans, master plans, development plans and integrated road development plans, planning for mass housing, updating of land use maps, planning of water supply and sewerage systems, urban and rural infrastructure, improving urban environmental quality including wastewater management, solid waste management, drainage, slum rehabilitation and

empowerment, community centre, staff quarters, land development, improving urban transportation and management through upgrading of streets, over bridges, and parking. Integrated campus development including medical college, dental Project Name: academy, 750 bedded hospital, residential accommodation, road infrastructure and allied services

Location: Bhopal, Madhya Pradesh Built Up Area : 20, 170 M2 Services Offered: Detailed design engineering services for architectural, structural and interior planning, design engineering and project management consultancy.

COMMERCIAL COMPLEXES: Over the last 47 years of service to the Indian Industry, Gherzi Eastern Ltd has proudly participated in creating commercial complexes which are the modern day landmarks for the business community across India. GEL provides services to

14

establish commercial centres which address issues of functionality, space management, aesthetics and convenience. Project Name: National Stock Exchange: Corporate Office Building, Mumbai.

Client:

National Stock Exchange of India Limited Mumbai G + 7 structure with two basements for car parking and services. All the services in the working areas of the building are concealed. The building automation system has been provided to monitor all the parameters of HVAC. 52,425M2

Location:

Project Description:

Built Up Area:

INDUSTRIAL PLANT Manufacturing industry is the growth engine for all round development of basic infrastructure, economy and social well-being of the community at large. Gherzi Eastern Limited has provided its services in establishing world class manufacturing facilities. The services include entire gamut from pre-engineering service to the

15

commission and handing over of the industrial facilities. GELs efforts have been well recognized by the industry and they have been honoured with many accolades.GEL covers the following sub-sectors in industrial sector: - Heavy engineering - Chemical, pharmaceutical and bio-technology facilities - Automobile and auto comp manufacturing plant

Client: Location: Built Up Area : Services Offered

Moser Baer India Limited Noida 60,000M2 Detailed Design Engineering Services for Architectural Structural Utilities Procurement assistance. Project Management consultancy and Construction management including day-today supervision

HOSPITALITY AND TOURISM To cater to the inflow of tourist and business travellers, Indian hospitality sector needs world class hotels, resorts and supporting infrastructure to offer services, comforts and conveniences in traditional Indian style. Services offered by Gherzi in this sector include studies on assessment of tourist destinations, and setting up super deluxe hotels and resorts.
16

Project Name:

Grand Hyatt (Super Deluxe Hotel) Mumbai

Client: Seajuli Property & Viniyog Limited. Location: Mumbai. Project Description: This hotel is part of a multidimensional complex with entertainment center, apartments, shopping, and restaurants. It has been configured as a double basement and G + 8 structure. This hotel is one of the best-designed super deluxe hotels in the country. The hotel boasts of optimum utilization of the space resulting in a mixed-use project comprising hotel, serviced apartments and a luxury shopping center. Built Up Area : 1,25,000 m2 Services Offered: Architectural and structural design and detailing. Design of Utilities Project management consultancy

TRANSPORTATION Roads and Highways Development of road networks in India is essential not only for supporting the economy but it also facilitates easy and economical mode of transport for all classes of the society, faster and comprehensive reach to the markets. Gherzi has executed

17

many projects in the following sectors of transportation. Bridges and flyovers as well as transport infrastructure like bus termini and airport terminal buildings

Project Name:

Flyover at Nerul Junction on Sion Panvel Highway for MSRDC

Client:

Maharashtra State Road Development Corporation (MSRDC) Mumbai

Location: Nerul, Navi Mumbai, Maharashtra Services Offered: Project management consultancy services including proof consultancy, detailed topographic survey of existing carriage way with reference to the proposed flyover, go-technical investigations for design of flyover foundations, quality assurance plan, quality control procedures and check lists, monitoring the implementation of the quality management system.

TEXTILE Gherzi has been one of the oldest firms providing technical consultancy services all over the world for setting up new textile plants as well as re-structuring existing textile plants. Having experience of handling more than 800 such assignments GEL is in a position to provide total consultancy services in textiles. In technical collaboration with GEL Textile Organisation, Zurich, have undertaken projects

covering techno-economic feasibility studies, planning, market surveys, logistics,

18

bench marking reorganisation, technology up-gradation and rehabilitation in India, Algeria, Nigeria, Sri Lanka, Thailand, Indonesia, Bangladesh, Kenya, Tanzania, Qatar and many other countries. Project Name: Integrated Textile Manufacturing Unit

Client: Location:

Bombay Dyeing & Manufacturing Company Limited MIDC Industrial Area, Ranjangaon, Taluka, Shirur, District Pune

Built Up Area : 65,000 M2 Services Offered: Preparation master plan and machinery layout, design of building and utilities including ETP. Project management and construction management

CHAPTER - 4

OBJECTIVE
19

OBJECTIVE OF THE STUDY The primary objective was to provide company with information which it can utilize to understand....

To find out client satisfaction level of GEL.

Rectify market segmentation to see which sector to be targeted.

To find out the service quality & decide the strategies.

To know the market opportunity of the company.

20

CHAPTER- 5

RESEARCH METHODOLOGY

21

THE RESEARCH METHODOLOGY

Research methodology is a way to systematically solve a research problem. It may be understood as a science of studying how research is done scientifically. In it we study various steps that are generally adopted by a researcher in studying his research problem along with logic behind them. Meaning of research The Research can be defined as an active, diligent and systematic process of inquiry aimed at discovering, interpreting and revising facts. In short we can say research is concerned with seeking solution to problem or answer to meaningful questions.
22

RESEARCH DESIGN Research design is a process of making decisions before a situation arise in which the decision has to be carried out. It is a process of deliberate anticipation directed towards bringing an unexpected situation under control. In other words a Research Design is the arrangement of conditions for collections and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure. SOURCES OF DATA COLLECTION Research methodology adopted in this project for data collection is mixed one. The main objective of this study was to analyze the feedback from the past clients of GEL so that it can help know the shortcomings as well as strength of GEL, on the basis of which market segmentation can be done, so that suitable market can be targeted. So to achieve this objective, data was collected from both, primary and secondary sources. Sources of Data There are basically two major sources of collection of data These are: (a) Primary Data (b) Secondary Data
(a)

Primary DataPrimary data is the data which collected from primary source (original source) which is not collected previously. Results based on this data are bound to empirical and of great utility value. This data is very much crucial for the management and it

23

assists the management in decision making and analyzing any problem pertaining to the management. Primary Data Sources Following are the sources of primary data: 1. Observation Method 2. Interview Method 3. Questionnaire Method The data collection tool used in this research is Questionnaire & Interview because these were the most suitable tool that can help in achieving all the objectives of the study.
(b)

Secondary Data: Secondary data refers to the information collected by persons other than researcher for other purpose and not the purpose involved in the given research project work. It is most economic easy to get.

Secondary Data sources Websites of the company, Books, Magazines, Sales executives, medical representative, sales representatives, distributors, and other worker of the company and annual sales report of the company. Secondary data was collected from Gherzi Eastern Limited records, business magazines and annual sales report of the company. SAMPLING A sample as the name applies, is a smaller representative of a large whole and the study of that group is called sampling study. It plays a vital role in carry out any marketing research study Types of sampling
24

There are basically two types of sampling Probability sampling Non probability sampling SAMPLING PLAN

SAMPLE UNIT (who is to be surveyed) Clients in Mumbai through Interview. Clients all over India through mailing the Questionnaire.

SAMPLING SIZE (how many clients to be surveyed) 600

SAMPLING FRAME: (from where the sample units chosen) Sample units were chosen from all over India. Clients present in Mumbai were interviewed personally by visiting them & outside clients were sent the Questionnaires by e-mail using internet as a medium.

SAMPLING PROCEDURE: (How the respondent shall be chosen) Non-probability sampling

RESEARCH INSTRUMENTS: Questionnaire method

CONTACT METHOD Personnel Interview

25

DATA ANALYSIS TECHNIQUE Tabular and Chart

TIME PERIOD

Two months (5th June-28th August)

SCOPE To do past customer analysis for the preference of sector to be targeted & to analyze the shortcomings & scope of improvement.

26

CHAPTER 6

PROJECT WORK UNDERTAKEN

PROJECT WORK UNDERTAKEN

27

Basic concepts related to the topic: A market segment consists of a group of customers who share a similar set of needs or wants. The marketer does not create the segments; the marketers task is to identify the segments and decide which one(s) to target. Segment marketing offers key benefits over traditional mass marketing. With the help of segmentation, company presumably have better design, price, construct and deliver the product or services to satisfy the target market. The company can also fine tune the marketing program and activities to better reflect competitors marketing. The market segmentation and prioritization of them is an attempt to understand the market which company may target. This was done basically to dissect the market and find out segment which can be best synchronized with the companys core strength. Effective marketing segmentation in this sector requires that: 1) Company identifies and profile distinct group of client who differ in their needs and preference from others. 2) Selection of one or more market segmentation to target the market. 3) For each target segment, establish and communicate the distinctive benefits of companys market offering of services.

In business one is often taught in school and from peers to focus on profits and revenues as the key indicators to success in Business consulting. If one is

28

completely focused on having the highest revenues and in turn driving more profit to its business they are losing sight of the most vital and critical key performance indicator for any business large or small and new or old. Complete Client Satisfaction is the only key performance indicator that is crucial to success in business. When one is focused on taking care of its client's best interest and ensure that they are delivering the most effective level of service, innovative solutions that bring value to their client base, billing them properly and timely only then will all the other stuff (profits, cash flow and anything else) will automatically fall into place. When ones teams focus on providing only the best quality support and the right technology solution that meet their client's business needs, only then will their businesses begin to flourish and be on the road to complete success (also this is the one least travelled). So why is client satisfaction so important? When one has to achieve total client satisfaction they have happy clients who enjoy transacting with it (great CSAT scores), they have clients that pay their invoices on time (cash flow is healthy), their clients easily refer business to our companies (healthy pipeline), the clients they are working with continue to invest in solutions that their companies recommend (increased sales revenues) and maybe the most important reason why it important for a business to have a very high client satisfaction score is this, they will have employees that enjoying taking care of the clients that they are assigned, this will increase staff retention, creating a bond between their teams and their client base and they have a bunch of happy people who enjoy coming to work and transacting with ones corporations.

29

Who is responsible for ensuring that companys businesses can maintain a high level of client satisfaction? Ultimately, this is the responsibility of Team of Business Development. They are the key persons who maintains the relationship between ones firms and its vendors, ones companies and the local business market and when this key role is firing on all cylinders, then Business Development Director can bring together all components to ensure solutions are recommended to its clients, concerns from its clients can be escalated to its contracting partners openly and rapidly and then overall business goals are met across the board. In business today, it is important that everyone in team understand the goals, mission, vision and values of our company and the effect that having this key information has with its overall client satisfaction. When we have our team aligned with our business goals that client satisfaction is important, our employees and staff are now empowered to make key decisions at our client's office, in our client meetings, with every interaction they are now focused on ensuring that the client is completely satisfied with the dealings that they are having with their businesses. It is very important to ones business success to empower the teams they have in place to make critical business decisions that is aligned with their business goals, mission, vision must also always deliver what the clients are asking for, this is another critical area to ensuring that ones clients are satisfied, take steps to understand what they need and what they are looking for. There are many great tools available today to assist in the information gathering, however, no tool that is available (surveys, newsletters or other technology) compares to face to face interaction. It is important to maintain a balance of face to face interaction with other communication

30

methods. One must get up from behind their desks and visit the people they are taking care of. Client satisfaction is the golden egg to success, especially today during the uncertain economic times one lives in today without worrying about the price of gas or the investment in time. When company takes care of its clients, clients will ensure that they take care of the company. When one has their businesses focused on ensuring that they are creating a positive experience with every client interaction they are definitely on the road to success. Formula to success in business consulting: High CSAT = Profit and Revenue Low CSAT = Broke TENDER Tender Issuing Bodies engaging in the procurement of goods and construction shall do so by means of open tendering procedures. Tender issuing Bodies may use a method of procurement other than tendering proceedings only according to government specifications.

1. Open Tendering Tender Issuing Bodies should prepare the documents and follow the steps required for open tendering provided by the government. These steps should also be followed when procuring under alternative methods of procurement, except where specifically provided for. Procedures for Open Tendering The Tender Issuing Body should firstly assess its need or demand for the goods or services to be purchased.

31

The need or demand for the goods or services to be purchased should be requested and approved by the authorising unit within the Tender issuing body. It should also reflect the interests of all concerned units in the Tender Issuing Body; After the need assessment is undertaken, the Tender Issuing Body should prepare bidding documents. These documents should include the following:

An invitation to tender; Instruction to bidders; Specifications and detailed descriptions of the goods and services to

be purchased;

Draft of basic terms and conditions of contracts; and Standard forms for tenders, including the quality and price

schedules.

2. Two - stage tendering The solicitation documents shall call upon suppliers to submit, in the first stage of the two-stage tendering proceedings, initial tenders containing their proposals without a tender price. The solicitation documents may solicit proposal relating to the technical, quality or other characteristics of the goods, construction or services as well as to contractual terms and conditions of supply, and, where relevant, the professional and technical competence and qualifications of the suppliers. The Tender issuing Body may, in the first stage, engage in negotiations with any supplier or contractor whose tender has not been rejected. In the second stage of the two-stage tendering proceedings, Tender issuing bodies shall invite

32

suppliers whose tenders have not been rejected to submit final tenders with prices with respect to a single set of specifications. In formulating those specifications, Tender issuing bodies may delete or modify any aspect, originally set forth in the solicitation documents, of the technical or quality characteristics of the goods, construction or services to be procured, and any criterion originally set forth in those documents for evaluating and comparing tenders and for ascertaining the successful tender, and may add new characteristics or criteria that conform with this Directive. Any such deletion, modification or addition shall be communicated to suppliers or contractors in the invitation to submit final tenders. A supplier not wishing to submit a final tender may withdraw from the tendering proceedings without forfeiting any tender security that the supplier may have been required to provide. The final tenders shall be evaluated and compared in order to ascertain the successful tender.

3. Restricted tendering When Tender issuing Bodies engage in restricted tendering, it shall solicit tenders from all suppliers from whom the goods, construction or services to be procured are available. When a single Tender issuing body engages in restricted tendering, it shall select suppliers from whom to solicit tenders in a non-discriminatory manner and it shall select a minimum of 3 suppliers from the approved suppliers list.

4. Request for proposals

33

Requests for proposals shall be addressed to as many suppliers as practicable, but to at least three. These suppliers should be selected from the approved suppliers list. The Tender issuing Body shall publish in a newspaper of wide international circulation or in a relevant trade publication or technical or professional journal of wide international circulation a notice seeking expressions of interest in submitting a proposal, unless for reasons of economy or efficiency the Tender issuing body considers it undesirable to publish such a notice; the notice shall not confer any rights on suppliers or contractors, including any right to have a proposal evaluate. Tender Issuing Bodies shall establish the criteria for evaluating the proposals and determine the relative weight to be accorded to each such criterion and the manner in which they are to be applied in the evaluation of the proposals. The criteria shall concern:

the relative technical and managerial competence of the supplier or

contractor;

The effectiveness of the proposal submitted by the supplier or

contractor in meeting the needs of the Tender issuing body;

The price submitted by the supplier or contractor for carrying out its

proposal and the cost of operating maintaining and repairing the proposed goods or construction.

5. Request for quotations Tender issuing bodies shall request quotations from as many suppliers as practicable, but from at least three, if possible. These shall be selected from the
34

approved suppliers list. Each supplier from whom a quotation is requested shall be informed whether any elements other than the charges for the goods or services themselves, such as any applicable transportation and insurance charges, customs duties and taxes, are to be included in the price. Each supplier is permitted to give only one price quotation and is not permitted to change its quotation. No negotiations shall take place between Tender issuing bodies and a supplier with respect to a quotation submitted by the suppler. The procurement contract shall be awarded to the supplier that gave the lowestprice quotation meeting the needs of the Tender issuing body.

6. Single-source procurement Tender issuing bodies may procure goods, construction or services by soliciting a proposal or price-quotation from a single supplier.

TENDER PROCEDURE Responsiveness

Check
Yes No

Agreement within specified date proposal of LOA Business Proposal Issue limit Yes Yes Yes

Evaluation of Technical Capability Evaluation of of top 3 bidders Evaluation commercial Announcement of Techno

35

Next best bidder get contract or Call for Reject the fresh bids company No No

Check

Check

Check

The scopes of work for the Firm are: Preparation of a detailed master plan/regional plans/integrated road development plans/other development plans accompanied by 3D drawings. Preparation of a concept design accompanied by 3D drawings.

36

 Preparation of area statement of each component of the development mix and block cost estimate of the Project. Define output specifications of each structure in the master plan and concept design. Prepare detailed engineering / structural drawings / construction drawings/project management/concept planning/interiors & graphics for the Project. Draft any other detailed specifications (like structural design specifications, detailed material specifications, electrical and mechanical design specifications or

specifications for construction processes) for the Project.etc. STEP 1: RESPONSIVENESS OF BID The Bids submitted by Bidders shall be initially scrutinized to establish Responsiveness. A Bid may be deemed Non-Responsive if it does not satisfy any of the following conditions: a. Submission of Demand Draft of Rs. XXX for the Tender Document procurement in electronic form or for applying for the process. b. It is not received by the due time and date as specified. c. It does not contain sufficient information for it to be evaluated and/or is not in the formats specified.

d. It is not signed and/or sealed in the manner and to the extent indicated by the issuing authority. e. It is not accompanied by a valid Bid Security.

A Bid can be rejected if the Bidder: a. Affects in any substantial way, the scope, quality, or performance of the Project, or b. Unfairly affects the competitive position of other Bidders presenting substantially responsive bids.

37

A Bid once declared as Non-Responsive and rejected, may in some cases not be made responsive by the Bidder having corrected or withdrawn the non-conforming deviation or reservation. STEP 2 (COVER 1) EVALUATION OF TECHNICAL CAPABILITY In this stage the technical capability of the Bidder in undertaking the Project is assessed. The Bidders can be evaluated on parameters as defined by the tender issuing authority (Criteria for evaluating technical capability) and the Bidders found to be technically qualified would be eligible for the next stage of the selection process. The Techno Business Proposal (Cover 2) and the Commercial Proposal (Cover 3) of the Bidders not found to be technically qualified are returned unopened. The Bidder has to satisfy certain criteria to qualify for the Project as stipulated by the tender issuing authority.
a) Conceptualised a project worth Rs. XXX crores not earlier than specified date.

OR b) Developed a similar project.

Supporting documents The Bidder may be asked to submit as proof for the technical capability the following documents: Copy of agreement with the client which clearly mentions the total area developed. AND/ OR Completion certificate from the client for the submission of the design. AND/ OR Certificate from client certifying the total area developed and the Project cost. AND/OR Photos of the concept plan approved by the client

38

The Bidder can be asked to provide details of only those projects undertaken by it under its own name. Project experience of the Bidders parent company or its subsidiary or any associate company may not be considered for computation of the experience. Along with the above-mentioned documents the Bidder may also be asked to submit photos of at least three (3) completed projects inclusive of the project as mentioned in the Technical Capability. EVALUATION PROCESS A Bidder qualifying on the Technical Capability criteria is considered technically capable and only those Bidders who are found to be technically capable are considered for further evaluation. STEP 3 (COVER 2) EVALUATION OF TECHNO BUSINESS PROPOSAL Bidders whose Techno-Business Proposals are found acceptable are eligible for the next stage of the selection process. The Commercial Proposal are returned unopened (Cover 3) to the Bidders whose Techno-Business Proposals are found not acceptable. The Cover 2 submission i.e. Techno-Business Proposal of the Bidder is assessed at this stage. The objective of the Techno-Business Proposal is to assess the understanding and appreciation of the Project by the Bidders. Generally Marks are provided to the Techno-Business Proposal by the evaluation committee. The Bidders may be notified by a written communication on the date, time and venue of the presentation for the Techno Business Proposal.

CONTENTS OF THE TECHNO-BUSINESS PROPOSAL The contents change according to the type of project undertaken or type of tender. E.g. In case of International Convention Centre the Bidders were asked to present its view on the concept for the project. The Bidder was to present the following:

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 A write up on the proposed concept for the project elaborating the architects views, themes and ideas. This write up should highlight the uniqueness of the views, themes and ideas to be proposed by the Bidder. Sketches of the concept based on the views, themes and ideas proposed by the Bidder. STEP 4 (COVER 3) EVALUATION OF COMMERCIAL PROPOSAL Evaluation of the commercial proposals is undertaken differently for different projects. In simple words it is just an evaluation of prices quoted by the Bidders. In this stage many tender issuing authority use a weightage method. Bidders are ranked on basis of all three parameters namely Technical proposal, Techno Business proposal & Commercial proposal with different weightage given to all (as suited to the tender issuing authority). Then the top three ranked bidders are selected, & the topper is informed. The top three ranked Bidders can be retained till the signing of the Agreement with the Successful Bidder. Subsequent to this process, the Letter of Allotment (LoA) is issued to the Successful Bidder. Within a stipulated time from the date of issue of the LoA, the Successful Bidder has to send an acknowledgement agreeing to comply with the conditions set out therein and for the execution of the Agreement. The tender issuing authority has to notify other Bidders that their Proposals have been unsuccessful and their Bid Security will be returned within stipulated time without interest on the signing of the Agreement with the Successful Bidder. The Successful Bidder has to enter into an Agreement within stipulated time mentioned from date of issue of the LoA. Failure of the Successful Bidder to comply with the requirements mentioned above may constitute sufficient grounds for the annulment of the LoA, and forfeiture of the Bid Security. In such an event, tender issuing authority reserves the right to

40

a. either invite the next best Bidder for negotiations OR b. call for fresh Bids OR c. take any such measure as may be deemed fit in the sole discretion of the authority, including annulment of the bidding process.

CHAPTER-7

DATA ANALYSIS & INTERPRETATION

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Responsiveness of GEL towards the queries of the clients of different sectors S ECTOR Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.- 6.1 Figure: 6.1 No. of respondent 100 100 100 100 100 100 Responded 91 80 74 70 27 42 Favorable 83 67 61 52 20 33 Unfavorable 8 13 14 18 7 9 % of positive response 91% 84% 82% 75% 74% 79%

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INTERPRETATION: GEL from its side was responsive equally towards every sector & generally perception was like that only. Good responsiveness towards clients brings repeat orders & shows company seriousness towards work.

Technical expertise shows the use of latest technology in the respective field. S ECTOR Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.- 6.2 Figure 6.2 INTERPRETATION: GEL is using the best & latest technologies, softwares for the projects given by the Clients. If compared between all the sectors Textile sector stands out as GEL has a lot of experience & clients were more than satisfied with the technical software used for development of the project. No. of respondent 100 100 100 100 100 100 Responded 91 80 74 70 27 42 Favorable 85 68 62 55 15 31 Unfavorable 06 12 12 15 12 11 % of positive response 93% 85% 82% 84% 64% 75%

Quality of work done as per specification/visualization of the Client S ECTOR Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.- 6.3 No. of respondents 100 100 100 100 100 100 Responded 91 80 74 70 27 42 Favorable 87 61 59 54 21 30 Unfavorable 04 19 15 16 06 12 % of positive response 96% 84% 80% 76% 78% 72%

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Graph no.6.3 INTERPRETATION: Mostly clients all the sectors were satisfied with the quality of work done by GEL.

Timely finishing of the project. S ECTOR Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.- 6.4 Figure 6.4 INTERPRETATION: The projects undertaken by GEL were mostly finished in time except in the transportation sector. Reason for the delay of project was not due to any fault of GEL but because of some technical problems e.g. land acquisition, local interference, & timely release of funds. No. of respondents 100 100 100 100 100 100 Responde d 91 80 74 70 27 42 Favorable 88 72 69 62 14 35 Unfavorable 03 08 05 08 13 07 % of positive response 97% 90% 93% 88% 52% 84%

Professionalism of GEL: SE CTOR Textile Urban infrastructure Industrial No. of respondent 100 100 100 Responded 91 80 74
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Favorable 89 60 67

Unfavorable 02 20 07

% of positive response 91% 84% 82%

Commercial complexes Transportation Hospitality & tourism Table No.: 6.5 Figure: 6.5

100 100 100

70 27 42 20 33

18 7 9

75% 74% 79%

INTERPRETATION: GEL dealing was extremely professional. Professionalism is the key to make client happy & get repeat projects.

Technical support provided the staff members of GEL S ECTOR Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.- 6.6 Figure 6.6 INTERPRETATION: All the clients were extremely satisfied with the technical support they got from GEL. This was because of staffs of GEL who are very highly qualified & experienced in every sector. They are very well versed with the latest technologies used in the projects. GEL spends a lot of money in grooming their employees & gives them timely training so that they are abreast with the current technologies. No. of respondent 100 100 100 100 100 100 Responded 91 80 74 70 27 42 Favorable 80 62 59 55 17 29 Unfavorable 11 18 15 15 10 13 % of positive response 88% 78% 80% 75% 79% 69%

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Pricing policy of GEL:

SECT OR No. of respondents Responded Favorable Unfavorable % of positive response

Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table 6.7 Figure: 6.7

100 100 100 100 100 100

91 80 74 70 27 42

79 59 50 52 13 26

12 21 24 18 14 16

87% 74% 68% 75% 49% 62%

INTERPRETATION: Pricing policy of GEL is quite flexible & differs according to the clients & projects. But the results did not show that as mostly the clients were not satisfied with the pricing. GELs policy is not to compromise at the standard of work at the cost of price.

Satisfaction of clients with the service provided by GEL:

SECT OR No. of respondents Responded Favorable Unfavorable % of positive response

Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.: 6.8 Figure No.: 6.8

100 100 100 100 100 100

91 80 74 70 27 42

87 68 63 58 15 32

04 12 11 12 12 10

96% 85% 85% 83% 56% 76%

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INTERPRETATION: Satisfaction level of client was very high in almost all the sectors except that of Transportation. Overall mostly clients where satisfied with the end result.

Design time of the project:

SECT OR No. of Projects Timely finish & before time Late design time %

Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.: 6.9 Graph no. 6.9

100 100 100 100 100 100

97 82 85 78 67 72

3 18 15 22 33 28

97% 82% 85% 78% 67% 72%

Design time was lowest in the case of the Textile sector as GEL has a) Very high expertise b) Recent technology c) Experienced staff for this sector d) Experience of last 50 years. Availability of Tenders in all sectors:
SECTOR No. of tenders Time Frame

Textile Urban infrastructure Industrial

20 35 30

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Commercial complexes Transportation Hospitality & tourism Table No. 6.10 Graph no. 6.10

22 15 17

2 month

Maximum availability of tenders is in transportation sector as the process is open tendering so tenders are very easily available. But in most of the other sectors tendering process depends on the tender issuing authority.

Profit margin of GEL in each sector:

SECT OR Investment Profit % of profit

Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.: 6.11

10 10 10 10 10 10

04 2.5 03 2 1 2

40% 25% 30% 20% 10% 20%

Graph no. 6.11 Reasons for most Profitability in Textile Sector: 1) Experience of 50 years. 2) Latest technology availability. 3) Loyalty of Expert employees.

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4) Best technical staff.

Company share in 2009:

SECTOR

Responded

% of positive response

Total turnover

Textile Urban infrastructure Industrial Commercial complexes Transportation Hospitality & tourism Table No.: 6.12

2 3.5 1.5 0 1.5 1.5

20% 35% 15% 00% 15% 15%

100

Graph no. 6.12

CHAPTER-8

49

CONCLUSION

CONCLUSION

Availability of Tenders is few.

Textile sector should be given priority. The survey findings show that clients of textile sector were very impressed with the work of GEL.

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More promotional activities should be undertaken by the company. It is important to communicate with clients not only at the completion of a project, but throughout its duration.

Its very important in this industry not to let e-mail and survey instruments and other non-personal tools overshadow the vital nature of direct human contact.

CHAPTER - 9

51 SUGGESTIONS

SUGGESTIONS

Though I am young enough and not that experienced but I have tried my best to come out with some suggestion which may be helpful for GHERZI EASTERN LIMITED in the long as well as short run. These suggestions include: GEL should try to rejuvenate its marketing strategy by changing its Brochure, redesigning its website.

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 GEL should try to add a questionnaire on its website for prospective clients visiting its website.
GEL should focus to enter in new market (real estate).

GEL should try to advertise more so that it catch eye of more & more clients.
It should adopt certain measure to deal with malpractice of contractors. Try to maintain a tidy finishing timeframe for projects in all sectors.

Since timely finishing of project is the major complain reported by clients and it has been seen that in most of the cases this happens due to unawareness of different formalities to be completed by clients. So for this GEL should at the starting of the project, give the list of work to be done by the clients. This will not only save last minute hassles but undue tension also. SUGGESTION IMPLEMENTED: Redesigning of brochure was done in which i also did my bit. Addition of online questionnaire for helping the prospective clients on the website is currently under process.

CHAPTER- 10

LIMITATIONS
53

LIMITATIONS

1. The sample size does not represent the perception of all clients, as the sample size is too small. 2. The opinion expressed by the respondents may be biased. 3. There are limitations in geographical reach. 4. One of the most influencing and critical limitations is that I was not very well trained for the research study and this is my first study of market research. I tried hard to come at conclusion but there is lack of expertise.

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5.

The mindset of the respondent companies towards the survey was also an obstacle in acquiring complete information and positive interaction.

6. Taking appointment and getting time from the respondent companies i.e. past clients was a very tiring process.

CHAPTER-11

APPENDICES
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Please rate our performance in the following areas. Please feel free to provide specific comments for each statement. If there is an area we did not cover below, please feel free to add them at the bottom of the survey form. Company Name* Company address* City* State* Email* 1. How would you rate the overall quality of service provided by the GEL? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior
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Comments:___________________________________________________________ 2. How would you rate the convenience of the service? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Comments:___________________________________________________ 3. How would you rate the promptness of service provided? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments:___________________________________________________ 4. How would you rate the accessibility of the GEL staff? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments: ____________________________________________________ 5. How would you rate the solutions you received from the GEL? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments:___________________________________________________________ 6. How would you rate the documents received from the GEL (Whether they were easy to read and helpful? (Drawings, Design, Survey, Analysis). Very Poor Superior

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Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments: ____________________________________________________________ 7. Was GEL attentive and helpful relative to your comments and concerns? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments: ___________________________________________________

8. How would you rate the display professionalism & courtesy of GEL staff? Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior Comments: ___________________________________________________________ 9. Was the Project undertaken by GEL finished in time? a) YES b) NO

Comments: ___________________________________________________ 10. Was there any extra cost indicted upon your company because of GEL? a) YES b) NO Comments: ___________________________________________________________ If YES; Was It due to GEL? a) YES b) NO

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11. Was there any untoward/unexpected incident caused by GEL or its staff? a) YES b) NO

Comments: ___________________________________________________________ In thinking about your most recent experience with [COMPANY], was the quality of customer service you received: Very Poor Somewhat Unsatisfactory About Average Very Satisfactory Superior
Place: .. Date: ... Signature of respondent

Please let us know about experiences and incidents with GEL (i.e., staff, equipment, studies, survey, design, master plan) that impressed or disappointed you. We highly value your comments and suggestions about areas of improvement

======================================================= Customer Expectation / Satisfaction Survey 1. Considering all of the expectations you may have had about the service(s), to what extent have the service(s) met your expectations Fell short of Expectation Average Exceeded expectations Don't know

comments_______________________________________________ 2. Considering the ideal service(s) in your circumstances, how well do you think the services(s) you received compare with ideal services? Far from ideal Average Very close to ideal Don't know

Comments_________________________________________________

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3. What degree of confidence did you have in the knowledge/professionalism of the staff member(s) who provided the service(s)? Not confident Confident Don't know

Comments______________________________________________________

4. How courteous, attentive, and caring was/were the staff member(s) who provided the services(s)? Not at all Very Average Don't know

Comments_________________________________________________ 5. Considering the nature of the assistance provided in case of any emergency, how timely was/were the service(s)? Not at all timely Very timely Don't know

Comments__________________________________________________ 6. How responsive to your needs was GEL? Not responsive Very responsive dont know

Comments____________________________________________________ 7. Should the need arise, would you use this/these service(s) again? Definitely not Most definitely don't know

Comments_______________________________________ 8. How could GEL have served you better? Comments__________________________________________________ 9. (Optional) If you are not satisfied with the service(s) provided and wish to discuss your concerns. Comments________________________________________________

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CHAPTER 12

BIBLIOGRAPHY

61

BIBLIOGRAPHY Books:
1. Kotler Phillip, Keller K.L (12e, 2006); Prentice Hall of India Private Limited,

New Delhi; pp 52-54; 101-116.

2. Beri G.C (2000); marketing research; Tata McGraw-Hill; New Delhi; pp 41-

47; 92-105; 138-160; 343-348. Newspapers: The Times of India The Economics Times Hindustan Times

Websites:

www.cidc.in assessed on 22 July 2010, 10:30 AM www.ihsglobalinsight.com assessed on 25 July 2010, 1:10 PM www.gherzieatern.com assessed on 5 Aug 2010, 8:00 PM. www.businessstandard.com assessed on 7 Aug 2010, 8:00 PM. www.indiaserver.com assessed on 25 Aug 2010, 1.00 AM.

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www.investmentcommission.in assessed on 25 Aug 2010, 7:00PM.

www.ibef.org assessed on 25 Aug 2010, 8:00PM. www.marketresearch.com assessed on 30 Aug 2010, 8:00PM.

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