CORPORATE INTERNSHIP REPORT ON CUSTOMER SERVICE IN BPCL

Submitted in Partial Fulfillment for the Award of the Diploma of Post Graduate Diploma in Management (Session 2010-12)

INSTITUTE OF MANAGEMENT STUDIES, NOIDA A UGC Recognized Institute A-8B, Plot C, Sector-62, Noida

SUBMITTED TO: -

SUBMITTED BY:Vivek Anand

Mr.H.N SINGH

PGD10119

PUNCH LINE

COOK FOOD SERVE LOVE

DECLARATION

I Mr. VIVEK ANAND WITH ROLL NO.PGD10119 OF STREAM PGDM FOR YEAR 2010-12, HERE BY DECLARE THAT THIS PROJECT ROLE OF DISTRIBUTOR IN BPCL OF BHARAT PETROLEUM CORPORATION LIMITED(BPCL) TO BE AUTHENTICATE AND ORIGINAL IN ALL REPECT OF THE PROCESS CARRIED OUT IN THIS PROJECT,IF THIS PROJECT COULD BE SCRUTINIZED AND SCREENED OF COPING,I AM LIABLE FOR ANY DEMARCATION/VARIATION OF MARKS WHAT SO EVER MY GUIDE OF THIS PROJECT DEEMED FIT.

Signature of Student Countersigned Signature of Mentor

ACKNOWLEDGEMENT

It is my proud privilege to express my sincere regards and gratitude to BHARAT PETROLEUM CORPORATION LIMITED for providing this valuable information needed for my live project. I feel privileged to offer sincere thanks and deep sense of gratitude to Mr.PK SAXENA, Bharat Petroleum Corporation Limited, Ghaziabad (U.P) for expressing their confidence in me letting me work on a project of this magnitude and providing their support, help &encouragement in implementing this prject. I would also like to convey my gratitude to my faculty guide Mr. P.K Agarwal(HOD) who made me walk all the steps of this project, intricately and helped me in formulating the entire framework of this analytical research. Finally, a word of thanks to all my respondents who spared their valuable time from their busy itinerary in filling up the questionnaires and made the project complete. In the end, I also wish to pay regard to my friends who helped me & encouraged me time to time I regret any inadvertent omissions.

Vivek Anand PGD10119 IMS, NOIDA

EXECUTIVE SUMMARY

TITLE OF THE PROJECT NAME OF THE COMPANY NAME OF THE INSTITUTE NAME OF THE GUIDE

: ASSESSMENT OF CUSTOMERS SERVICE FOR LPG IN BPCL : BHARAT PETROLEUM CORPORATION LIMITED. : INSTITUTE OF MANAGEMENT STUDIES,NOIDA : Mr. P.K Agarwal (HOD)

METHODOLOGY: The study was qualitative in nature and based on customers opinion survey. DATA SOURCE: PRIMARY DATA SOURCE RESEARCH APPROACH: DESCRIPTIVE RESEARCH INSTRUMENT: Questionnaires were being prepared for commercial LPG customers .The mode of collecting data was basically interviewed administered and face to face conversation for the customers SAMPLING PLAN: The main target area for the purpose of collecting the sample for the study was NOIDA and GHAZIABAD

INDEX S.NO 1 TITLE OF PAGES INTRODUCTION ABOUT BPCL PRODUCT S OF BPCL COMPANY STRUCTURE CORPORATE STRATEGY FIRM OPERATION CODE OF CONDUCT HISTORY VISION COMPETITORS AGENCIES OF BPCL SWOT OF BPCL OBJECTIVE/LIMITATION/SCOPE OF STUDY INTRODUCTION TO THE TOPIC RESEARCH METHODOLOGY SAMPLING PLAN DATA ANALYSIS FINDING CONCLUSION AND SUGGESSTION PAGE NO. 7-9 10-11 12-13 14-15 16-18 19-20 21 22 23 24 25 26 27-29 30-32 33 34-43 44-45

2 3 4

QUESTIONNAIRE BIBLIOGRAPHY

46-48 49-50 51

COMPANY PROFILE

Although it carries the ancient Sanskrit name for India (Bharat), Bharat Petroleum Corporation Limited (BPCL) is a modern refining and distribution company. It vies with Hindustan Petroleum for the #2 slot behind Indian Oil. The company refineries -- in Mumbai, Kochi, and Numaligarh (69%-owned) -- collectively process about 22.2 million metric tons of crude oil per year. BPCL sells engine oils and gasolines, liquefied petroleum gas (LPG), and kerosene. It has more than 8,400 gas stations, a national network of kerosene dealers, and more than 2,110 LPG customers. The Indian government owns 55% of the firm, although it plans to eventually sell this stake as part of industry wide deregulation. Bharat gas from Bharat Petroleum has dominated the LP Gas market in India for over three decades. Today over 25 million homes in India, wake up each morning to enjoy the cup that cheers prepared on Bharatgas. Similarly, hundreds of commercial and industrial establishments start their day, confident and secure, having entrusted their LP Gas needs to Bharat Petroleum. A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the customers. To name a few:

 Easy access to customers through various modes including online access Home delivery of cylinders Value added services to customers by venturing into allied business to meet consumers household needs LP Gas supplies through pipeline to mega residential complexes An innovative solution to reach LP Gas supplies to rural and remote areas through the Rural Marketing Vehicle Revolutionising the metal cutting & brazing industry with the new product Bharat Metal Cutting Gas. Bharatgas where innovation is a way of life!!!

ABOUT US

TYPE Traded INDUSTRY FOUNDED HEADQUATER KEY PEOPLE PRODUCT REVENUE

State owned enterprise public Bse : 500547,NSE:bpcl OIL AND GAS INDUSTRY 1976 MUMBAI (MAHARASTRA) INDIA R.K SINGH (CHAIRMAN& MD) PETROL, DISEL FUEL, PETRO CHEMCIAL, LUBRICANT, GAS RS-153,300.03 CRORE (U$34.19 BILLION)

OPERATING INCOME TOTAL ASSET TOTAL EQUITY EMPLOYEE -

24068.05 CRORE (U$907.18 MILLION) $10.365 BILLION $2.724 BILLION 13974

MANAGEMENT TEAM

Name R K Singh S K Joshi Harish M Jagtiani B K Datta S K Barun Alkesh Kumar Sharma K K Gupta I P S Anand

Designation Chairman and Managing director Director (Finance) Director Director Director Director Director (Marketing) Director

S Mohan N Venkiteswaran P. K. Sinha

Director (Human Resources) Director Director

MAJOR PRODUCTS AND SERVICES: Bharat Petroleum Corporation Limited (BPCL) refines, stores, markets and distributes petroleum products. The company s key products and services include the following

PRODUCTS: I. Petrol

II. Diesel III. LPG IV. Gasoline V. Kerosene VI. Lubricants VII. Aviation fuel VIII. Fuels and solvents

SERVICES: Convenience stores ATMs Car washes Free air and water Lubricant top-ups Energy audits E-banking services Consultancy and technical services IX Online ordering

COMPANY STRUCTURE
The older structure was functionally organized. There were mainly four functions (refineries, marketing, finance and personnel) each headed by an executive director reporting to the (CMD). Other support departments like corporate affairs, legal, audit, vigilance, coordination and company secretary were directly under the CMD. See Appendix

1 for the organizational chart. The Director refinery was in charge of refinery, corporate planning, JV refineries and special projects. Other than corporate finance and marketing finance EDP was also under the Director finance. In marketing, there were different departments for retail, industry, LPG, lubricants and aviation segments. Corporate communication was also under Director marketing. The whole of India was divided into four regions and further into 22 divisions. Each region was headed by a Regional Manager who was in charge of all activities within the region and reported to the Director marketing. Each region had a manager in charge of each of regional personnel, regional engineering, regional industrial customers, regional retail, and regional finance. Regional LPG was under regional industrial customers. The division was the responsibility of the Divisional Manager reporting to the Regional Manager. He had a manager each for sales, operations and engineering. Each of these was responsible for sales, depots and engineering respectively for all the customers segments. Across the marketing function, except for the corporate departments (LPG, industrial customers, etc.) specifically looking after a customers segment, every individual and role is focused on multiple customers segments. For example any strategy addressing the industrial customers originates from the Corporate Department (Industrial Customers), goes via the Director Marketing, Regional Manager, Divisional Manager to the Sales Officer. All of them are responsible for multiple customers segments like retail, LPG, industrial, etc and deal with different classes of customers. Hence there was very low customers awareness in terms of the unique needs of the different customers segments, with no single individual at the operational level having clarity on any single customers segment. Moreover, the marketing strategy was formulated by people who were far from the customers with very low understanding of the customers they were targeting. The implementers were responsible for diverse customers with a low understanding of the logic of these strategies meant for each customers segment. Thus the old structure had created a bottleneck between the strategy formulators and implementers in terms of the regional structure, and between the field staff and the corporate offices and refinery. Activities of a business process are spread out across different functions and levels of hierarchy, engaging many individuals. There was a long chain of non value adding linkages between any two activities targeting a business / customers. For example, when an industrial customers gives a special order of lubes to the sales officer, the corporate lubes purchases the base oil, plant blends it, S&D packs it and the sales officer sells it. The Sales Officer would communicate the order to the Divisional Manager, who passes it on to the

Regional Manager. Then the order would be routed to the Corporate Lubes for processing. Everyone involved in the activities of this process belong to different functions and hierarchy levels. This long chain of communication had led to a lack of customers orientation, low awareness of customers needs and expectations and slowreponse.

CORPORATE STRATEGY NEW.

BHARAT PETROLEUM-THE NEW SBU FORM STRUCTURE The new structure was focused on the business processes and the customers. The new structure at the top management level is the same. Five SBUs Retail, Lubes, Industry/Commercial, LPG and Aviation are customers centered SBUs and come under the director (marketing). The sixth SBU, Refinery along with two new departments IT & Supply Chain and R&D are under the director (refineries). Each SBU would have its own HR, IS, finance, logistics, sales, engineering, etc. The number of layers in the organization was reduced to four from six or seven. The major change is the introduction of the territories covering a smaller geographical area and focusing on specific customers segments. In retail SBU the new structure had 66 territories reporting to the four regional offices, where as in the earlier structure there were only 22 divisions which catered to all segments. In other SBUs the regional office was removed and territories were designed to directly report to the SBU heads. Each territory team leader was responsible for sales in the territory only for a specific product. The territory structure was designed to enable the field staff to focus on specific customers segments. Authority was also delegated down the hierarchy and decision making pushed to the lowest possible levels. Decisions earlier taken at the regional level were taken now at the territory level. Further authority was delegated to the role and not the hierarchy level. Administrative

offices have been moved to supply locations that consist of 125 terminals for main fuels and 35 LPG bottling ones. In LPG SBU head office there are only nine personnel and across the territories even managers at senior positions have been forced to get business. The new design incorporated recalibration of roles and responsibilities and redeployment of more than two thousand people (around one fifth of total employee strength) across the organization. It created new roles at the front effectively using redundant manpower to increase customers interface and interaction.

SOME SALIENT FEATURES OF THE NEW STRUCTURE ARE:

Highly empowered work force Decentralized decision making De-linking of authority from hierarchical levels

AUTO L.P.G.-THE INTRODUCTION OF LPG AS AUTO FUEL

With the menace of rising vehicular pollution, use of LPG as an auto fuel was proposed as a pollution abatement measure. LPG being a clean environmentally friendly fuel, will reduce air pollution to a great extent if the vehicles are fuelled with LPG. Bharat Petroleum was the first Oil Company to take the initiative for setting up of an Auto LPG Dispensing Station (ALDS) and run vehicles on LPG as a pilot project in Delhi in October 1999.BPCL today have over 70 Auto LPG Dispensing Stations (ALDS) in various cities (including metros) in the country.

FIRM OPERATION
The core business operations of Bharat Petroleum are Petroleum Refining. It belongs to the oil & gas operations industry. Although it carries the ancient Sanskrit name for India (Bharat), Bharat Petroleum Corporation Limited (BPCL) is a modern refining and distribution company. It vies with Hindustan Petroleum for the #2 slot behind Indian Oil. The company processes petroleum and petroleum products; its refinery in Mumbai processes 260,000 barrels of crude per day. It also controls refineries in Kochi and Numaligarh. BPCL sells engine oils and gasolines, liquefied petroleum gas (LPG), and kerosene. It has more than 6,550 gas stations, more than 1,000 kerosene dealers, and a national network of LPG customers. The Indian government owns 55% of the firm, although it plans to sell this stake as part of industry wide deregulation. The various other operational functions of BPCL are as: APRON FUEL MANAGEMENT SYSTEM & E-BIZ SOLUTION. BPCL is the first and only oil company in India to implement Apron Fuel Management System which is a powerful and comprehensive system that combines the vehicle (Point of Sale) and Office support functions into a single seamless interface reducing human
intervention and enhancing accuracy. BPCL also provides E-Biz solution to their customers.

OVERSEAS PROJECTS

BPCL Aviation SBU has entered into a contract with Larsen & Tourbo-ECC Division and is rendering its expertise to M/s L & T - ECC Division for successful completion of New Aviation Fuel Depot at Kuwait for Kuwait Aviation Fuelling Company (KAFCO) .The scope of service includes Technical Consultancy by Aviation/Engineering & Projects specialists having domain expertise, Preparation of Pre- Commissioning and Commissioning procedures. BPCL is assisting in performing Pre-Commissioning and Commissioning of entire facility at KAFCO project, training of Owner's personnel in India (Class room training) and on job training at KAFCO site, Kuwait, participation in HAZOP/SIL/ALARP study and assistance to evaluate remedy on the findings as advised by HAZOP committee chairman (i.e. recommendations by 3rd party from that study), assistance in Procurement related activities and preparations of Operations.

HYDRANT OWNERS & OPERATOR AND EQUITY AT CIAL .

BPCL is the first oil company to participate in Greenfield airport in India. BPCL hold equity stake in Cochin International Airport Ltd. which is the first airport built under privatepublic participation and have state of art hydrant refuelling system at the airport built by them

RESEARCH AND DEVELOPMENT

Over the years, Bharat Petroleum continues to meet the challenges of the rapidly changing environment, leading to changes in the marketing of products and services. In all these changes, only one factor has remained constant and has been the source of Bharat Petroleum's strength and inspiration for any future innovations - Bharat Petroleum's People. The feeling of ownership has facilitated all employees to understand the complexity of the market and needs of the customers, and respond to these needs with innovative initiatives and offerings. Research and development Centre always on the forefront to innovate, Bharat Petroleum is making distinct efforts towards Research and Development (R and D). Besides the R and D facilities at the Refinery and the Product Application Development Centre in Sewree in Mumbai, a new state-of-the-art RandD Centre is being set up near Delhi. The R and D Centre is being organized around three core groups Process and Technology Development, Product Application Development and Environmental

Engineering. A total outlay of Rs.3,000 million has been planned to be spent in three phases up to the year 2003- 04 on this project
BHARAT PETROLEUM- THE TECHNOLOGICAL EDGE.

Bharat Petroleum has always been on the forefront of harnessing technology initiatives for BPCL has been on forefront in harnessing technology. Maximising efficiency and achieving greater customers satisfaction. Bharat Petroleum is the first Public Sector Oil Company to implement Enterprise wide Resource Planning (ERP) solutions - SAP. The implementation project known as ENTRANS (Enterprise wide Transformation) has been awarded the 'SAP Star Implementation Award', with Bharat Petroleum having the distinction of executing the largest and the most ambitious SAP project in India. The challenge of SAP implementation was to ensure that all the integrated elements (of the complex multi-modular integrated solutions that impact the entire workflow of the organisation) work seamlessly across the length and breadth of the country, including the remote locations. Providing online connectivity in these remote locations, given the full-fledged IT network infrastructure, was in itself a daunting task.
Bharat Petroleum is reaping the benefits of the integrated system in many areas of its operations. The early gains of implementation. are in the areas of tracking customersreceivables, monitoring credit- management, inventory management, besides easing the operations in a large number of areas. Furthermore, Bharat Petroleum has also set up one of the biggest 'Centres of Excellence' in Asia to provide online support to the end users and also work towards continuous improvement in business processes and handle product upgrades and new generation products

With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet based capabilities along the entire value chain with a Customers Relationship Management solution. A large data warehouse project has also been implemented, which facilitates access to real-time accurate information on key performance indicators at all Bharat Petroleum locations. This enables the management to take strategic and business decisions, thus ensuring value-added services, better customers satisfaction and enhance

CODE OF CONDUCT
Introduction
This Code of Ethic ('Code') shall be called 'The Code of Conduct for Board Members and Senior Management Personnel' of Bharat Petroleum Corporation Limited ('the Company'). The purpose of the 'Code' is to reflect business practices and principles of behavior of the Board Members and Senior Management Personnel in affirming their commitment to Good Governance in line with the Company's Philosophy on Corporate Governance. This 'Code' has been framed specifically in compliance with the provisions of Clause 49 of the Listing Agreement with Stock Exchanges. However, the Functional Directors and Senior Management Personnel will continue to be governed by the Bharat Petroleum Corporation Management Staff Conduct, Discipline and Appeal Rules, 1976 ('CDA Rules') which govern the conduct of all employees of the Company. The 'Code' shall come into force with effect from 1st day of January 2006.

Definitions and Interpretations

In this Code, unless repugnant to the meaning or context thereof, the following expressions shall have the meaning given to them as under: 'Board Members' shall mean the members on the Board of Directors of the Company. 'Whole-time Director' shall mean the Board members who are in Whole-time employment of the Company including the C and MD.

'Part-time Director' shall mean the Board members who are not Whole-time Directors and include Part-time (Official) Directors and Part-time (Non-Official) Directors of the Company. 'Relative'shall mean a 'relative' as defined under Section 2(41) and Section 6 read with Schedule IA of the Companies Act, 1956. 'Senior Management Personnel' shall mean and include members of Management Council of the Company (excluding Whole-time Directors) In this Code words importing masculine shall include feminine and words importing singular shall include the plural and vice versa.

Applicability
This Code shall be applicable to the following persons Whole-time Directors Part-time Directors Senior Management Personnel

Key Requirements
The Board Members and Senior Management Personnel shall function within the authority conferred upon them by the Company, keeping the best interest of the Company in view and they shall act with utmost care, skill, diligence and integrity shall act in utmost good faith and fulfill the fiduciary obligations without allowing their independence of judgment to be compromised shall not be involved in taking any decision on a subject matter in which conflict of personal interest arises or which in their opinion is likely to arise shall avoid any dealing with a contractor, supplier or service provider that compromises the ability to transact business on a professional, impartial and competitive basis or influence decision to be made on behalf of the Company shall not exploit for his own personal gain, opportunities that are discovered through use of corporate property, information or position, unless the opportunity is disclosed fully in writing to the Board of Directors and the Board declines to pursue such opportunity.

Compliances :
The Board Members and Senior Management Personnel shall comply with all applicable laws, rules and regulations.

Confidentiality Of Information
Any information concerning the Company s business, its customers, suppliers, etc, and to which the Board Members and Senior Management Personnel have access or possesses such information, must be considered confidential and held in confidence. No Board Members or Senior Management Personnel shall provide any information either formally or informally, to the press or any other public media, except as required in the performance of the regular

corporate duties. However, Board Members or Senior Management Personnel shall be free to disclose such information, which is Part of the public domain at the time of disclosure. Authorized or required to be disclosed pursuant to a decision of the Board. Required to be disclosed in accordance with applicable laws, rules, regulations or guidelines.

Protection Of Assets
The Board Members and Senior Management Personnel shall protect the Company s assets including physical assets, information and intellectual rights and shall not use the same for personal gain.

Enforcement Of Code
Each Board Member and Senior Management Personnel shall be accountable for full compliance of this Code

HISTORY
Bharat Petroleum Corporation (BPCL) was established in 1952 and has equity base of Rs.361.54 crore. It is one of the leading company in the petroleum sector in India. BPCL is into exploration, production and retailing of petroleum and petrol related products. The retail business unit of BPCL is into marketing of petrol, diesel and kerosene .It has network of 6553 retail outlets and 1007 kerosene dealers and is partnered with big food chain companies like McDonald s, Pizza Hut, Caf Coffee Day, Subway, Nirulas , etc. It also offers full range of automotive engine, gear oils, transmission oils, specialty oils and greases .It caters to around 8000 industrial customers across India.It also provide Aviation Turbine fuel (ATF) to its airline customers. Its LPG business unit Bharat gas has presence in 25 million households with 2137 LPG customers spread across the country. BPCL has two refineries at Mumbai and Kochi with a capacity of 12 Million Metric Tones Per Annum (MMTPA) and 7.5 MMTPA for refining crude oil. Its subsidiary at Numaligarh has capacity of 3 MMTPA.

Milestones

BPCL won Petro Fed Oil & Gas Marketing Company of the Year award for the year 2006-07. This Award fist given as recognition for increase in volumes of products marketed. BPCL won the Excellent Water Efficient Unit Award -Beyond the Fence at the National Awards for Excellence in Water Management 2007 BPCL was ranked 287th position during 2007-08 in Fortune Global 500 list. BPCL's Mumbai Refinery won the Smart Workplace Award 2008 under the industrial manufacturing category given by Economic Times in association with IT majors, Acer and Intel. Outlook BPCL is one of the supplier of naphtha in Andhra Pradesh has committed to AP Transco to supply sufficient quantities of naphtha for operation of its four power station. BPCL has launched a GPS technology for tracking vehicles for its 5,200 tanker truck

VISION
We are a leading energy company with global presence through sustained aggressive growth and high profitability We are the first choice of customers, always We exploit profitability growth opportunity outside energy We are the most environment friendly company We are a great organization to work for We are a learning organization We are a model corporate entity with social responsibility COMPETETIORS
RELIANCE INDUSTRIES INDIAN OIL CORPORATION RELIANCE PETROLEUM HPCL

ESSAR OIL MRPL CHENNAI PETROLEUM CORPORATION

VARIOUS AGENCIES FOR LPG IN NOIDA AND GHAZIABAD In Noida S.NO 1 2 3 4 5 6 AGENCY NAME
Chitra Gas Service Jai Harsh Komal Gas Krishna Bharat Gas Mangalam Bharat Gas Mehul Bharat Gas

ADDRESS
Shop No.5 ,A Block ,Sec 55 Shop No.12 ,Block H-362 Shop No.G-13,Sec 20 Shop No.4 Block B-99a 33a ,Opp.Janta Flat,Geja Sector93 Gulab Singh Market,Vill Harola.Sec 5

In Ghaziabad S.NO AGENCY NAME ADDRESS

1 2 3 4 5 6

Kamla Gas Service Prakash Bharat Gas Prem Gas Agency Satyam Bharat Gas Service Shiv Bharat Gas Vishnu Jyoti Gas Service

Nehru Nagar2,Green Verge 23,Navin Park,Shyam Park Ext.Pasaunda R-10/12,13,Raj Nagar,Gda Market Main Road,Beta Hazipur 1118,Lal Kuan,G.T.Road A-6-H.I.G Duplex,Brij Vihar

SWOT ANALYSIS OF BPCL

SWOT Analysis: STRENGTH 1. Latest technology use in company. 2. RGI develop firstly because there environment positive & suitable to growth. 3. Biggest PT & CED line. 4. Use the Kaizen policy for the problem solution. WEAKNESS

1. No strong management in company. 2. Difficulty in exporting some raw material. OPPORTUNITIES 1. Opportunities invariably bring with company competition in every business and industry. And the recent years have seen influx of a large number of players with the result that competition is increasing in the automobile parts AND LPG industries. 2. To increase the product rang 3. To achieve the zero customers complain 4. To get & achieve international standards . THREATS: 1. Competition from other company they are also created the competition an Indian presence. The entry of new players in the business has made the automotive sector much more competitive affecting the pressures on margins. 2. A major threat lies in the escalation of raw material prices. Such price hikes are likely to put pressure on prices and could affect margin or demand. 3. Changes in government policy. 4. Entry of big/ large size companies.

OBJECTIVE AND SCOPE OF THE STUDY

The objective of the study for industries is to find out
The relevance of LPG used in accordance with the product that is being manufactured in respective industry. Consumption of LPG in industries based on preference priority and individuality.

To find out the requirements of LPG in sponge iron steel Ancillary industries and shops. Bazaar potential assessment of LPG in NOIDA and GHAZIABAD.

The scope of the study

THE SURVEY HAS PROVIDED THE COMPANY WITH LPG RELATED INFORMATIONOF INDUSTRIES AND OTHER BUSINESS CONTACT WHO MIGHT BE POTENTIAL CUSTOMERS OF BHARAT PETROLEUM CORPORATION LIMITED. THE STUDY ALSO COVER ANALYSIS OF INDUSTRIES REQUIREMENT AND CONSUMPTION OF LPGIN INDUSTRIES AS WELL AS AWARENESS, PERCEPTION AND CONSUMPTION OF LPG BY CONSUMER BY COMMON USER THROUGH AGENCY, RETAILER. THE STUDY COVERS OPPOURTUNITY ANALYSIS OF LPF OF BHARAT PETROLEUM CORPORATION LIMITED. THE STUDY PROVIDED NO. OF CUSTOMERS OF EACH AGENCY AND AS WELL AS DEMAND OF THE CUSTOMERS IN EACH AGENCY.

LIMITATION OF THE STUDY Lack of interest and enthusiastic ,response may have allowed bias in this report in form of non-responsive error . Correctness of this report is restricted and limit by the degree of authencity of data collected and sincerity and honesty of respondent. Area of study is restricted to Noida and Ghaziabad which is a major limitation .the national scenario may be totally different from the result of the above mentioned area.

INTRODUCTION TO THE TOPIC ROLE OF DISTRIBUTOR

A distributor consists of a rotating arm or rotor inside the distributor cap, on top of the distributor shaft, but insulated from it and the body of the vehicle (ground). The distributor shaft is driven by a gear on the camshaft. (Usually the distributor shaft extends to also drive the oil pump.) The metal part of the rotor contacts the central high voltage cable from the coil via a spring-loaded carbon brush. The metal part of the rotor arm passes close to (but does not touch) the output contacts which connect via high tension leads to the spark plug of each cylinder. As the rotor spins within the distributor, electrical current is able to jump the small gaps created between the rotor arm and the contacts due to the high voltage created by the ignition coil. The distributor shaft has a cam that operates the contact breaker. Opening the points causes a high induction voltage in the system's ignition coil. The distributor also houses the centrifugal advance unit: a set of hinged weights attached to the distributor shaft, that cause the breaker points mounting plate to slightly rotate and advance the spark timing with higher engine rpm. In addition, the distributor has a vacuum advance unit that advances the timing even further as a function of the vacuum in the inlet manifold. Usually there is also a capacitor attached to the distributor. The capacitor is connected parallel to the breaker points, to suppress sparking and prevent wear of the points. Around the 1970s the primary breaker points were largely replaced with Hall effect sensors. As this is a non-contacting device and the primary circuit is controlled by solid state electronics, a great amount of maintenance in point adjustment and replacement was eliminated. This also eliminates any problem with breaker

follower or cam wear, and by eliminating a side load extends distributor shaft bearing life. The remaining secondary (high voltage) circuit was as described above, using a single coil and a rotary distributor.

SERVICES OF BPCL
HOME DELIVERY OF GAS ONLINE BOOKING OF GAS AFTER 15 DAYS QUALITY FOR SURE DELIVERY OF THE RIGHT QUANTITY IS ENSURED BY COMPREHENSIVE SEALING AND CALIBRATION OF THE DISPENSING UNITS WHICH MAKES METER TAMPERING IMPOSSIBLE.

RESEARCH METHODOLOGY
METHODOLOGY and APPROACH.
The study was qualitative in nature based on industrial and retailer consumption and stock keeping units decision respectively. Field research was carried out for the survey of the commercial customers. The study was EXPLORATORY in nature.

DATA SOURCE Primary data source as new facts and figures are Being collected from
the project.

PRIMARY DATA
Primary data is the data which is collected for the first time The primary data is the best possible source of information to a research worker where he can design and carry out his studied according to the problem before him .the only thing is that he should be careful about the collection of data, its authencity, its source and allied matters as well as he should be competent to draw inference from the primary data

TYPES OF PRIMARY DATA

The marketing researcher may collect the data which may be according to the characteristics of his customers, attitude, liking and disliking, opinion, beliefs, awareness etc. DEMOGRAPHIC AND SOCIO ECONOMIC CHARACTERSTICS Marketing people mostly concentrate on research related to demographic and socio economic characteristics of consumer .it may me about the income ,occupation ,sex ,social class, caste system, eating habit(veg non veg)etc.these are essential features out of which lot of interference is drawn for our marketing activities AWARENESS AND KNOWLEDGE Company may collect primary data to know awareness about their product and services. it help in deciding advertising programmes, in knowing consumer liking and disliking and his behavior about competitors product. In his research work information or data is collected either Simply asking the question

Giving some hint to the customers Recognition

INTENTION Primary data may be carried out to know the intention of the consumer and his planned future behavior. Intention may be to any probable intention to buy, undecided buyer or indefinite buyer or indefinite intention of the buyer. MOTIVATION In this research the main object to find a want, need, desire, an urge, a wish, a desire or any inner stage of mind BEHAVIOUR Primary research may relate to behavior of the customers and behavior customers and behavior can be checked can be checked What will you buy Where and when u buy In what situation will you buy Whom will you buy TOOLS USED IN COLLECTING PRIMARY DATA There are various method of collecting primary data. They may be classified as structured questionnaire and unstructured questionnaire STRUCTURED QUESTIONAIRE The researcher prepare questionnaire where the questionnaire are presented with exactly same wording and in same order to all the respondent. The object is to collect standard information UNSTRUCTURED QUESTIONAIRE In this method the research worker tries to find out response from the person concerned by having free talk of the

CONCLUSION
Primary data is the most important aspect of research for many marketing companies, as the role of customers changes ,new product are coming, income level changes in such a atmosphere ,only primary data can help an organization to take decision on behalf of customers and satisfy there value. The BPCL products, such as, petrol, diesel, lpg, gasoline, kerosene, lubricants, aviation fuel, and fuels & solvents, enjoy a strong imagery and appeal amongst consumers across the world.

BPCL Products, is now lagging in services to distributer because of improper supply and distribution in some areas and competitors taking advantage of these points.

SAMPLING PLAN.
The main target area for the purpose of collecting the sample for the study was NOIDA and GHAZIABAD where the main target was the customers of commercial cylinder (existing and potential). SAMPLE SIZE During my study I have visited more than 300 customers of NOIDA and GHAZIABAD.

RESEARCH INSTRUMENT.
Separate questionnaires were being prepared both for where questionnaire consisted OPEN-ENDED, CLOSE-ENDED, CHECKLISTS and STRAIGHT-FORWARDTYPE QUESTIONS. The mode of collecting the data was basically interview-administered and face to face conversations.
DATA ANALYSIS Various step involve in data analysis INTRODUCTION Market research research require proper analysis of data which is collected either primary source or secondary source .the objective now before the researcher is to have its proper analysis than only the researcher work can be called authenticated ISSUES At the times of analysis the researcher must be clear in his mind about the problem or issue involve related to the research work PROCESS The researcher has to decide what process he will follow for his research work. it is also called technique of data analysis, which is carried out with the assistance of tabulation of data TABULATION

The collected data can be analysis by way of tabulation which depends upon type of activities and the whole objective is combining the existing information and extracting meaning from them. Therefore when be carry out analysis, the answer should be received that what is the message given by each group of people, what are the raw effect and how the data is influenced by the behavior. Therefore the collected data has to be interpreted .interpretation is a process which relates various bits of existing information and new interpretation. The two activities i.e. analysis of data and its interpretation are closely related to one another .if one is not carried out seriously or properly , a success of other is seriously affected .Therefore ,the two activities must go hand in hand and both should be carried out with a great care and in a coordinated manner. THE TABULATION ANALYSIS TECHNIQUE ARE Simple Tabulation Where the no. of activities are small, simple tabulation system is adopted Cross Tabulation The process of cross tabulation involve placing the collected into tabular form, so that there true meaning is extracted. It is the most frequent method

Cross Tabulation And Starting Point In the cross tabulation, the starting point is to have unidimensional data and separate it into two or more categories ,the break down is down on the basis of objective

Selecting The Factors For Cross Tabulation The success of cross tabulation depends the researcher ability to select factors crucial to relationship and then construct the gross tabulation format. The following steps are involved in cross tabulation Extracting the meaning from cross tabulation

Sequential impact

in the sequential analysis we try to analysis what are sequential impact on the whole study Simultaneous impact It is where finding of actual relationship is analysis

DRAWBACKS OF CROSS TABULATION There are two main limitation of cross tabulation If a large no. of factors are to be considered for analysis from a large set of sample To ensure that all the factors have been included or considered is vary difficult task DATA BASICALLY ANALYSIS ON THE BASIS OF MONTHLY CONSUMPTION AND COMAPARING IT BY IS23 REPORT PROVIDED BY BPCL.

DATA ANALYSIS AND INTERPRETATION

Q.1 DO YOU USING LPG OF BPCL?

INTERPRETAION
OUT OF 300 CUSTOMERS 57% USES BPCL LPG AND REST 43% USES OTHER COMPANY LPG

Q2.WHAT IS THE TYPE OF COMPANY?

TYPE OF COMPANY MANUFACTURING TRADING RESTAURENT OTHER

NO. 80 50 140 30

INTERPRETATION OUT OF 300 CUSTOMERS 47% ARE RESTAURENT,16% ARE TRADING,27% ARE MANUFACTURING,10% ARE OTHER

Q3. HOU MUCH IS THE MONTHLY CONSUMPTION OF CYLINDER

COSUMPTION

NO. OF

1 TO 5 5 TO 10 10 TO 15 MORE THAN 15

CUSTOMERS 150 50 40 60

INTERPRETATION
OUT OF 300 CUSTOMERS 50% HAS 1 TO 5 CONNECTIONS, 17% HAS 5 TO 10 CONNECTIONS, 13% HAS 10 TO 15 CONNECTIONS, AND 20% HAS MORE THAN 15 CONNECTIONS

Q4 HOW MANY CONNECTION DO YOU HAVE OF LPG?

NO. OF CONNECTION 1 2 TO 4 4 TO 6 MORE THAN 6 NO. OF CUSTOMERS 70 80 65 85

INTERPRETATION

OUT OF 300 CUSTOMERS 23% HAS 1 CONNECTION,27% HAS 2 TO 4 CONNECTION,22% HAS 4 TO6 CONNECTION,28% HAS MORE THAN 6 CONNECTION

Q5.PROCESS IN WHICH YOU USE LPG? PROCESS COOKING HEATING WELDING OTHER NO. OF CUSTOMERS 155 85 32 28

OUT 300 OF CUSTOMERS 52% CUSTOMERS ARE USING LPG IN COOKING,28% CUSTOMERS ARE USING IN HEATING,11% CUSTOMERS ARE USING IN WELDING,9% CUSTOMERS ARE USING IN OTHER

Q6 WHER ARE YOU PRESNTLY SOURCINGYOUR LPG REQUIREMENT FROM?

SOURCING COMPANY AGENCY OTHER

NO. OF CUSTOMERS 25 198 77

INTERPRETATION
OUT OF 300 CUSTOMERS,8% SOURCING FROM COMPANY,66% SOURCING FROM AGENCY, 26% SOURCING FROM OTHER

Q7 ARE YOU SATISFY WITH THE SERVICE? SERVICE SATISFY NOT SATISFY CAN T SAY NO. OF CUSTOMERS 165 115 20

INTERPRETATION
OUT OF 300 CUSTOMERS

55% CUSTOMERS ARE SATISFY WITH SERVICE,38% ARE NOT SATISFY WITH SERVICE,7% CAN T SAY

Q8 WHAT IS IMPORTANT PARATER YOU LOOK WHILE PURCAHASING LPG? PARAMETER PRICE AGENCY SERVICE OTHER NO. OF CUSTOMERS 90 195 15

INTERPRETATION PARAMETER THAT A CUSTOMERS LOOK WHILE PURCHASING LPG OUT OF 300 CUSTOMERS, 30% CUSTOMERS CONSIDER PRICE, 65% CUSTOMERS CONSIDER AGENCY SERVICE,5% CONSIDER OTHER SERVICE

FINDING
The service provide by BPCL is not satisfactory because of which many of the consumer is either shifted to pipeline connection (indane) or taken the other company connection Complain from consumer was NON AVAILABILITY OF NEW GAS CONNECTION When a customers visit to bpcl gas agency for new gas connection, agency have connection booking open, but simply refused that by giving accuse that consumer residence is not under their area ,he should approach to agency which is near by to customers residence. This is really frustrating and giving encouragement to black marketing and dubious LPG connection GAS AGENCY IS NOT PICKING UP PHONE FOR BOOKING GAS Gas agencies are not cooperative with the consumer. Consumer book the cylinder online but not getting cylinder after due date &cylinder remain undelivered .when customers try to contact the agency by calling on the number provided, the number either ring constantly or no body pick the phone. This problem is getting worse day by day GET GAS CONNECTION WITH GAS STOVE For having the new gas connection, they have to purchase the gas stove from agency along with the gas cylinder .agency want to sell the product by hook or crook. gas stove provided by agency use to of inferior quality. What customers will do of such stove? Which is to risky .it can burst at any time

EXCUSES MADE FOR NON DELIVERY OF CYLINDER When customers call in case of non delivery of gas. Agency made excuses like Cylinder is dispatched from here Delivery boy will come in morning/afternoon/evening Cylinder will be delivered tomorrow or within two days Cylinder are in shortage ,it may take another 6 days for delivery

AGENCY IS CHARGING UNNECESSARY MONEY FROM CONSUMER In order to have connection the customers has to buy stove which is of 550 but they charge 1525,lighter of 55 charge 150.which is unfair on the part of consumer. CYLINDER FILL WITH WATER Many a times agency delivers cylinder which is half fill with water ,when consumer make complain they defend themselves by saying that they themselves not making cylinder, it is coming from company and not their fault and can not do anything. WITH SUCH SERVICE FIRM CAN NOT RETAIN THEIR CUSTOMERS ONE DAY THEY WILL SHIFT TO OTHER FIRM WHICH IS PROVIDING GOOD SERVICE TO THEM

RECOMMENDATION

BPCL should concentrate more on timely delivery of products ,customers satisfaction through distributors. Organisation should provide various opportunities and services to the distributors so that they can satisfy there customers. So the organization provide the following facilities: Optimum stock level Proper distribution channel Transportation facilities Availability of promoters Replacements of products Safety

QUESTIONAIRE
NAME OF THE CUSTOMERS: ADDRESS. .....

CONTACT NUMBER PERSONS MET: 1. NAME

DESIGNATION

..

DO YOU USING LPG OF BPCL? YES NO If No please Specify

WHAT IS THE TYPE OF COMPANY? MANUFACTURING TRADING RESTAURENT OTHER

HOW MUCH IS THE MONTHLY CONSUMPTION OF CYLINDER? 1-5 5 -10 10 -15 MORE THAN 15 SPECIFY HOW MANY CONNECTIONS DO YOU HAVE OF LPG? 1 2-4

4-6 MORE THAN 6 SPECIFY

PROCESS IN WHICH YOU USE LPG? COOKING HEATING WELDING OTHER THAN SPECIF

WHERE ARE YOU PRESENTLY SOURCING YOUR LPG REQUIREMENT FROM? COMPANY AGENCY OTHER ARE SATISFY WITH THE SEVICE? YES NO CAN T SAY WHAT IS IMPORTANT PARAMETER YO LOOK WHILE PURCHASING LPG? PRICE AGENCY SERVICE OTHER

WHAT KIND OF SALE SERVICE DO YOUEXPECT FROM AGENCY

RECOMMENDATION /SUGGESSTION FOR BPCL?

BIBLIOGRAPHY
WWW.BHARATPETROLEUM .COM WWW.WIKIPEDIA.ORG WWW.BHARATPETROLEUM.COM/WHEELS BOOKS MARKETING MANAGEMENT-PHILIPP KOTLER MARKETING RESEARCH INDUSTRIAL GUIDE -