An Internship Report

on
Customer Satisfaction on Land Owners of
Crystals Construction Company.
Date of Submission: 11
th
Auust! "#1$
An Internship Report on Customer Satisfaction on Land Owners of Crystals Construction
Company
Super%ised &y:
'rofessor: Reshma Sinh
Senior Lecturer in (ar)etin
An*uman+I+Islam,s
Allan Institute of (anaement Studies
'repared &y: Shoyeb -ureshi
Roll .o: /1
((S "
nd
0ear
Date of Submission: 11
th
Auust! "#1$
Student Declaration
I! Shoyeb -ureshi! hereby declare that the presented report of internship titled Customer
Satisfaction on Land Owners of Crystal Construction Company is uni2uely prepared by
me after completion of two months of wor) in Crystal Construction Company.
Shoyeb -ureshi
An*uman+I+Islam,s
Allana Institute of (anaement Studies
Super%isor Declaration
3his is to certify that the title of internship report is Customer Satisfaction on Land
Owners of Crystal Construction '%t Ltd. 3his report is submitted in partial fulfillment of
re2uirement for the deree of ((S proram of 4ni%ersity of (umbai.
5e is Shoyeb -ureshi was my under super%ision 6 uidance 6 no part of this report has
been submitted for the part of other deree! diploma or fellowship 6 the wor) has not
published is any paper! *ournal or maa7ine.
+++++++++++++++++++++++++++++++
'rof. Reshma Sinh
An*uman+I+Islam,s
Allana Institute of (anaement Studies
PREFACE
'ractice ma)es a man perfect and practical )nowlede is essential in order to introducin
with the practical life. 3heoretical )nowlede is not such important without with
combination of practical )nowlede. It is the part of its academic curriculum to do
internship of (&A student to %arious business concerns with %iew to allowin students to
et opportunity to ac2uire practical and professional )nowlede. As the partial fulfillment
of (&A proram the writer of this report was also assined the tas) of preparin the term
paper! the topic was 8Customer Satisfaction of Land Owners of Crystal Construction
Company9. 3o ad*ust myself in such an orani7ation was not an easy tas)! but by the
race of Almihty Allah aids my internship in a befittin manner and I learned a lot about
the o%erall construction company. 3he report has been prepared after careful obser%ation
of the all component of orani7ation. 3his report is a thorouh essence of my riorous
studies which I underone throuh in a period of two months in a construction company.
I ha%e e:clusi%ely studied and obser%ed the operations; functionin of the company and
tried my best to abreast myself with all the dimensions of the eneration company. It was
a reat e:perience to wor) there and contribute handsomely in the process of appraisin
its pros and cons and feelin to be a sinificant part of the company. I am than)ful to all
those who helped me in one+way or the other and uided me in the preparation and
compilation of this report in a presentable fashion.
ACKNOWLEDGEMENT
3he satiation and euphoria that accompany the successful completion of the pro*ect
would be incomplete without the mention of the people who made it possible.
I would li)e to ta)e the opportunity to than) and e:press my deep sense of ratitude to
my corporate mentor (r. A*ay Sinh and my faculty mentor (s. Reshma Sinh. I am
reatly indebted to both of them for pro%idin their %aluable uidance at all staes of the
study! their ad%ice! constructi%e suestions! positi%e and supporti%e attitude and
continuous encouraement! without which it would ha%e not been possible to complete
the pro*ect.
I am than)ful to (r. A*ay Sinh for i%in me the opportunity to wor) with Crystal
Construction. Co and learn.
I owe my wholehearted than)s and appreciation to the entire staff of the company for
their Cooperation and assistance durin the course of my pro*ect.
I hope that I can build upon the e:perience and )nowlede that I ha%e ained and ma)e a
%aluable contribution towards this industry in comin future.
3han)s to all
Abstract
3he internship report in broad+spectrum contains four chapters in which I try to e:plain
my four month e:perience in my hostin company. 3he content of all chapters is broadly
e:plained and it is constructed from the practical basis of the site wor) ended all months.
In the openin chapter I i%e details to the company bac)round includin its mission!
%ision! the pro*ect those runs throuh the company consultation. In this chapter I put all
record or history and futurity of my hostin company with its official address. So! it i%es
details of the company in terms of reader can easily )now and access the company. 3he
second chapter is the most hunted chapter which e:plains my o%erall internship
familiarity in the last successi%e months. 3his chapter is the main chapter and I record on
it the o%erall wor) I ha%e been e:ecutin. It i%es a hih liht what I ha%e been doin and
main wor)s of the construction industry. After all those chapters e:plained abo%e I oes
to the third chapter and e:plains the main benefits of the internship class in terms of
different aspects and areas. It is ob%ious that the internship has a plus in terms of
impro%in s)ills and different abilities as a whole. 3he ad%antaes and ains of the
internship putted in short and prices way to rasp the attention of readers and e%aluators.
3he final and fourth chapter e:plains about the windin up and suestion on the pro*ect
that our company runs. Inside the site we et many thins which are appropriate and
inappropriate for wor) in buildin construction! thus I comment and i%e my
recommendation in some conditions and wor)ins.
Table of Contents
Chapter
.ame
3opic 'ae .o.
<:ecuti%e Summary i
Chapter One Introduction 1+$
1.1 Introduction 1
1." Scope of the study 1
1.1 Ob*ecti%es of the study "
1.$ (ethodoloy "
1./ Rationale of the study $
1.= Limitations $
Chapter 3wo 'rofile of the company /+1"
".1 Introduction of Crystal Construction Company /
"." (ission 6 %ision =
".1 Ob*ecti%es of the Company =
".$ &usiness 'hilosophy =
"./ 3he Orani7ational Structure >
".= Departments of the company ?
".> @eatures of e%ery pro*ects of Crystal Construction
Company
1#
".? Crystal Construction Company Location (ap 11
".A Crystal Construction Company,s 'ro*ect 1"
".1# Crystal Construction Company,s 4pcomin 'ro*ect 1"
".11 Crystal Construction Company,s &ranches 1"
Chapter
3hree
Internship 'osition 6 Duties 11+1$
1.1 Internship 'osition 6 Duties 11
1.$ Learnin 'oints 1$
Chapter
@our
@indins 6 Analysis 1/+11
$.1 (a*or findins about the satisfaction on land owners 1/
$." @inds your 2uestionnaire sur%ey 1/
$.1 SBO3 analysis of the company 1#
Chapter
@i%e
Conclusion 6 Recommendations 1"+11
/.1 Conclusion 1"
/." Recommendation 11
Reference Ii
Appendi: iii
Executive u!!ar"
O%er%iew of the Industry
3he construction industry is the second larest industry in India after ariculture. It
accounts for about 11C of India,s DD'. It ma)es sinificant contribution to the national
economy and pro%ides employment to lare number of people.
3here are mainly three sements in the construction industry li)e real estate construction
which includes residential and commercial constructionE infrastructure buildin which
includes roads! railways! power etcE and industrial construction that consists of oil and
as refineries! pipelines! te:tiles etc.
Accordin to a study by ASSOC5A(! the bureonin Indian construction industry!
currently worth F1"# billion! will rise more and more.
Construction is an essential part of any country,s infrastructure and industrial
de%elopment. Construction industry! with its bac)ward and forward lin)aes with %arious
other industries li)e cement! steel bric)s etc. catalyses employment eneration in the
country. Construction is the second larest economic acti%ity ne:t to ariculture. &roadly
construction can be classified into 1 sements Infrastructure! Industrial and Real <state.
Infrastructure sements in%ol%e construction pro*ects in different sectors li)e roads!
railways! ports! irriation! power etc. Industrial construction is contributed by e:pansion
pro*ects from %arious manufacturin sectors. Real estate construction can be sub+di%ided
into residential! commercial! malls;multiple:es etc.
3he construction acti%ity in%ol%ed in different sements differs from sement to sement.
Construction of houses and roads in%ol%es about >/C and =#C of ci%il construction
respecti%ely. &uildin of airports and ports has construction acti%ity in the rane of $#+
/#C. @or industrial pro*ects! construction component ranes between 1/+"#C. Bithin a
particular sector also construction component %aries from pro*ect to pro*ect.
Construction sector contributed about 11./C to the country,s DD' in @0 #?. O%er past
few years! rowth of the construction has followed the trend of economic rowth rate of
the country. 3he multiplier factor between rowth rates of construction and DD' has been
about 1./G+1.=G. O%er past 1 years! construction as a percentae of DD' has increased
from ?.#C in @0 11 to ?./C in @0 11. Construction acti%ity bein labour intensi%e has
enerated employment for about 11 million people in the country.
3he construction industry in India is hihly framented. 3here are number of unoranised
players in the industry which wor) on the subcontractin basis. 3o e:ecute more critical
pro*ects! nowadays bids are increasin placed in consortium. &ut the profitability of the
construction pro*ects %aries across different sements. Comple: technoloy sa%%y
pro*ects can fetch hiher profit marins for construction companies as compared to low
technoloy pro*ects li)e road construction. Harious pro*ects in Construction industry are
wor)in capital intensi%e. Bor)in capital re2uirement for any company depends on the
order mi: of the companies.
3he construction industry operates on the basis of contractual areements. O%er the years
different types of contracts ha%e been de%eloped. It mainly depends on the manitude and
nature of wor)! special desin needs! annual re2uirements of funds and comple:ities
of *ob Construction pro*ects can be materiali7ed throuh number of smaller contracts
which mainly depends upon si7e of the pro*ect and di%ersified nature of acti%ities to be
carried out in the pro*ect. As a result! Subcontractin is a common phenomenon in the
construction industry
O%er%iew of Construction Industry in India
India is the second fastest rowin economy in the world.
Construction is the second larest economic acti%ity after ariculture.
Construction accounts for nearly =/ per cent of the total in%estment in
infrastructure.
In%estment in construction accounts for nearly 11 per cent of India,s DD'.
I"1A.=? billion or Rs. 1=!>$>.=> billion is li)ely to be in%ested in the
infrastructure sector o%er the ne:t / to 1# years.
In%estment into this sector could o up to IA1.1= billion or Rs. =!/"1.#= billion by
@0 "#1/.
3he real estate and construction sectors recei%ed @DI of I"1=./1 million or Rs.
1/.11 billion in the first half of the current fiscal year.
Indian Real <state Sector
Real <state is a I? billion or Rs. //?.A$ billion Jby re%enueK Industry in India.
It is pro*ected to row to I1$ billion or Rs. "!1>/.=1 billion.
It is the second larest employin sector in India.
Real <state is lin)ed to about "/# ancillary industries li)e cement! bric) and steel
throuh bac)ward and forward lin)aes.
3here will be a demand for o%er "$.1 million new dwellins for self+li%in in
urban India alone by "#1/.
I1= billion or Rs. 1!11?.#= billion in%estment will be re2uired o%er the ne:t fi%e
years in urban housin.
SBO3 Analysis on Construction Industries in India
Strenths
<mployment and trainin opportunities in the field of construction.
'ri%ate sector housin boom and commercial buildin demands Construction of
the multi buildin pro*ects on the feasible locations in the country.
Dood structured national networ) facilitates the boom of construction industry.
Low cost well+ educated and s)illed labour force is now widely a%ailable across
the country.
Sufficient a%ailability of raw material and natural resources in the country is
supporti%e for the industry
Bea)ness
Distance between construction pro*ects reduces business efficiency.
3rainin itself has become a challene.
Chanin s)ills re2uirements and an aein wor)force may emphasi7e the s)ills
ap.
Impro%ement in lon+term career prospects is hihly re2uired to encourae staff
retention and new entrants.
<:ternal allocation of lare contracts becomes difficult.
Lac) of clearly defined processes and procedures for construction and its
manaement.
5ue amount of money needs to be in%ested in this industry.
Opportunities
Continuous pri%ate sector housin boom will create more construction
opportunities.
'ublic sector pro*ects throuh 'ublic 'ri%ate 'artnerships will brin further
opportunities.
De%elopin supply chain throuh in%ol%ement in lare pro*ects is li)ely to
enhance the chances in construction.
Renewable enery pro*ects will offer opportunities to de%elop s)ills and capacity
in new mar)ets.
(ore fle:ible trainin deli%ery techni2ues are now a%ailable.
@inancial supports li)e loan and insurance and rowth in income of people is in
support of construction industry.
3hreats
Lon term mar)et instability and uncertainty may damae the opportunities and
pre%ent the e:pansion of trainin and de%elopment facilities.
Current economic situation may ha%e an ad%erse impact on construction industry.
www.empulselobal.com
(ar)et Research in India
'olitical and security conditions in the reion and Late leislati%e enforcement
measures are always threats to any industry in India.
Infrastructure safety is a challenin tas) in construction industry.
Lac) of political willinness and support on promotin new strateies.
.atural abnormal casualties such as earth 2ua)e and floods are uncertain and can
pre%ent the construction boom.
In efficient accessibility in plannin and concernin the infrastructure.
Competitors are emerin in the industry by leaps and bounds.
'roblems faced by construction industry
Construction industry suffers from capacity constraints.
Lac) of trained manpower and manaerial s)ills with performance much below
international le%el.
3he industry is star%ed of finance.
Small and medium contractors do not ha%e the wherewithal to uprade their
capability.
-uality! safety! en%ironment and social aspects are also not bein addressed
appropriately.
Cr"stal constructions
Company O%er%iew
Crystal Construction Company is a partnership firm which is started in the month of April
"##A. 3his firm is basically in%ol%ed in the wor) of builders and de%elopers. 3he ob*ects
of the firm is to de%elop! construct! build! or do any wor) in connection with any buildin
SRA scheme! multistoried buildins! rede%elopment pro*ects! real estates etc.
Crystal Construction Co is a partnership firm ha%in two partners namely (r. Shau)at
Ali Lhan and (r. (ohammed Arshad Siddi2ui
3he %ision of the company is 8becomin one of the leadin construction firm 8
Our (ission for <%eryday
3he followin outlines how Crystal Construction see)s to conduct itself internally as an
orani7ation! e:ternally as company! and as an onoin acti%e member of the local
community.
CLI<.3S
Be stri%e to meet and e:ceed our client,s e:pectations to foster lon term partnerships.
<('LO0<<S
Be %alue our staff and create an en*oyable wor) en%ironment which allows personal
fulfillment that leads to a loyal and producti%e wor) force.
3RAD<S
Be treat our sub+trades and suppliers with respect to culti%ate a team approach where
e:perience is applied with dedicated enthusiasm.
35< CO('A.0
Be use %alue enineerin! effecti%e construction practices and hard wor) to deli%er the
construction. 3he people who hire us to do the *ob. 3he people who wor) in! li%e in! and
en*oy our creations. 3hese are our customers. And we,%e been e:ceedin our customersM
e:pectations for o%er years. 3ailorin solutions to fit their needs. (anain the
construction process in an efficient! 2uality+conscious! cost+effecti%e way. <%ery bolt and
beamNe%ery decision on and off the site is an opportunity to ma:imi7e %alue for the
customer.
And! the people who perform the wor). 3he people who determine how the pro*ect will
be built! how much it will cost! and how lon it will ta)e. 3he people who mobili7e the
wor) force and o%ersee the day+to+day acti%ities of construction. 3he people behind the
scenes who pay the bills and answer the phones. 'eople who thri%e in a safe! team+
oriented en%ironment. Shoema)er,s people are our core strenth and we %alue e%ery one.
COR< HAL4<S
Safety @irst
'ersonal Interity
-uality Bor) and 'erformance
Open Communication
Indi%idual Drowth and Satisfaction
3eam &uildin and 3eamwor)
Code of <thics
Crystal Construction Company e:pects its employees to act lawfully and with interity in
their dealins with our clients! business partners! o%ernment officials! and with each
other.
Crystal Construction employees are re2uired to comply with all applicable laws! rules
and reulations. 4nfair and decepti%e business practices are strictly prohibited.
Crystal Construction enaes in responsible business practices and treat all clients fairly!
without reard to ender! race! color! reliion! national oriin! prenancy! ae! marital
status! %eteran,s status! se:ual orientation! or physical or mental disability.
Crystal Construction and its employees must! at all times! conduct business openly and
a%oid any situation that miht create the appearance that Crystal Construction has made
any areement that improperly impacts industry prices or the competition.
&ecause of the nature of our business! Crystal Construction possesses sensiti%e and
confidential information about our clients! business partners! our employees and the
company itself. All employees ha%e a duty to protect aainst the disclosure of such
information unless disclosure is authori7ed and within the law.
Difts! @a%ors and Dratuities
Crystal Construction employees are strictly prohibited from solicitin or acceptin
business courtesies or ifts intended to influence business decisions. All business
decisions are to be made on the basis of merit or the transaction and in compliance with
any leal and reulatory re2uirements. @urthermore! Crystal Construction employees are
strictly prohibited from acceptin any ift or series of ifts with a %alue in e:cess of
twenty JF"#.##K dollars without the prior written appro%al of an officer of the company.
Crystal Construction also routinely conducts business with a %ariety of o%ernment
aencies. Bhat may be acceptable practice in the commercial business en%ironment! such
as pro%idin nominal ifts and hospitality! may be inappropriate when manain
relationships with o%ernment employees or those who act on the o%ernment,s behalf.
All employees must adhere to the rele%ant laws and reulations o%ernin relationships
with o%ernment customers! employees! and officials.
C#a$ter One
I.3ROD4C3IO.
1.1 Introduction:
Internship proram is essential for all (&A students! because it helps him or her ac2uit
with real life situation. 3he real estate sectors play a sinificant role in sol%in the housin
crisis in (umbai city! so I ha%e selected Crystal Construction Company which is one of the
emerin companies in our city.
@or completin my (&A deree Internship Report is one of the parts at the third semester!
4ni%ersity of (umbai. 3his is a study on Customer Satisfaction on Land Owners of Crystal
Construction Company. It was a chance for me to learn about the manaement and how to
satisfyin the customers.
1." Scope of the study
3his report will i%e us a clear picture about the customer satisfaction in eneral 6
specially the acti%ities of Crystal Construction Company. 3he scope of the study is
limited to orani7ational set up! functions! 6 performance.
3he scope of this study is:
O (aintainin a ood relation between employees 6 manaement.
O Impro%in an effecti%e wor) station desin.
O <ffecti%e mar)etin layout desinin.
O <fficient handlin of employees.
O 5andlin 6 settin the employees accordin to their wor).
O (aintainin the lin) in effecti%e manner.
1.1 Ob*ecti%es of the study
3he ob*ecti%e of the study is to find out the consumer attitudes towards Crystal
Construction Company.
<specially the ob*ecti%es of the study were as follows:
3o identify the consumer,s choices.
3o understand the problems of the customers durin the plot boo)in.
3o analy7ed mar)etin strateies for customer satisfaction of CCC
3o understand the problems of the customers to maintain the payment schedule.
3o )now how the company ensures the committed ser%ices to the customers.
1.$ (ethodoloy
3he methodoloy describes the procedures to orani7e the scattered ideas 6 %iews to
conduct a study. 'roper wor)in procedure helps to capture the riht thins durin study
periods 6 finally fulfills the ob*ecti%e of the study.
Denerally a method in%ol%es a techni2ue in which %arious staes of collectin data or
information are interpreted. So! adoption of methodoloy is an important step in
performin any study.
In this study a methodoloy is followed for the achie%ement 6 successful
accomplishment of the dissertation wor).
Rele%ant data from reliable sources ha%e used while preparin the report. &oth primary 6
secondary data ha%e used where necessary.
'rimary sources of data
P @ace to @ace con%ention with land owners of Crystal Construction Company.
P Inter%iew with the customers with 2uestionnaire sur%ey.
Secondary sources of data
Q Annual report of Crystal Construction Company J"##?K
Q 'rospects of Crystal Construction Company J"##=K
Q Different papers of Crystal Construction Company
Q 4n+ published data
Q Different te:t boo)
Q .ewspaper
Q Internet
Q Different manuals of Crystal Construction Company
Q Different circulars of Crystal Construction Company
@iure: Data Collection (ethod
1./ Rationale of the study
Internship proram is essential for e%ery student! especially for the student of
(aster of manaement Studies! which helps them to )now the real life situation.
@or this reason a student ta)es the internship proram! to launch a career with
some practical e:perience.
3he internship proram is %ery helpful to bride the ap between the theoretical
)nowlede 6 real life e:perience as part of (aster of (anaement Studies J((SK
proram.
3his internship report has been desined to ha%e a practical e:perience thouh the
theoretical understandin.
1.= Limitations
3he present study was not out of limitations. &ut it was a reat opportunity for me to
)now acti%ities of real estate business. Some constraints are appended below:
Q <%ery orani7ation has their own secrecy that is not rele%ant to others. Bhile collection
data i.e. inter%iewin the employees! they did not discuss much information for the sa)e
of the confidentiality of the orani7ation.
Source Secondary Data
" (onths Direct
Obser%ation on CCC
-uestionnaire Sur%ey
Annual report of
CCC
Bebsite
Data collection
Dissociations with the
officers
Q 3he buyers were too busy to pro%ide me much time for inter%iew.
Q Load at the wor) place was also a barrier to prepare the report.
Q Another limitation was that the data athered could not be %erified for accuracy.
C#a$ter T%o
'rofile of the Orani7ation
".1 Introduction of Crystal Construction Company
Crystal Construction Company is a emerini in the real estate buildin and
de%elopment sector. It started its *ourney in "##A. <%ery indi%idual has a dream
home in mind. Be at Crystal Construction Company are in the business of turnin
your dreams into reality. O%er the past 2uarter century Crystal Construction
Company Lu:ury apartment and commercial buildins thouh de%elopin lands
in (umbai city ha%e chaned s)yline and presented a new lifestyle.
Crystal Construction Company is our en%ironmentally responsible response to the rapid
spate of urbani7ation in (umbai. 'ressures of urbani7ation in this country are
compounded by the unfa%orable land man ration. Crystal Construction Company has
embar)ed upon a mission to ma)e the ma:imum use of minimum land bein sensiti%e to
both en%ironmental concerns and social continuity. 'lanned de%elopment by Crystal
Construction Company of the sites around the city has added %alue to those areas!
released pressure on inner cities and persecuted the city dwellers with breathin space.
'rofessional team of desin e:perts with mod outloo) and enineers with state of the art
e2uipment are bac)ed by an R 6 D team constantly probin human habitat hori7ons as
well as buildin technoloy. 3heir endea%ors ha%e resulted in the creation of aesthetically
inspirin architecture! en%ironmentally friendly de%elopment and top 2uality buildin.
Crystal Construction Company aim is to pro%ide its clients with competiti%e price!
2uality materials! 6 hand o%er pro*ect on time.
Crystal Construction Company is the symbol of customer confidence.
"." (ission 6 %ision of A(D
CCC,s mission is both broad and focused. It builds on its %ision and translates the
essence of that %ision into pro*ects that respond to board cateory of needs. <ach of
CCC,s acti%ities howe%er is characteri7ed by the same commitment to comfort and
con%enience.
3he mission of Crystal Construction Company is to pro%ide ser%ice at an economic cost
6 proress in di%ersity 6 continue to the rowth of real estate sector in India by bein
the real estate mar)et challener.
3he %ision of Crystal Construction Company is to offer unparalleled ser%ice to create
customer deliht 6 enhance real estate business. 3heir %ision is to achie%e e:cellence 6
different sense of modern li%in style.
".1 Ob*ecti%es of the Company
3o reach the oals of orani7ation in indi%idual aspects 6 the company as a whole.
<fficiency of the wor) force by employin their s)ills 6 abilities.
'ro%idin employees with proper standards of *ob satisfaction.
'ro%idin the orani7ation with well trained 6 well moti%ated employees.
Communicate the policies to all employees of 5uman Resource (anaement issue.
3he ob*ecti%e is to ha%e a clear )nowlede of plannin! orani7ation! leadin 6
controllin aspects of Crystal Construction Company.
".$ &usiness 'hilosophy
Q 'rofit (a:imi7ation
Q Cost (inimi7ation
Q Company,s Bealth (a:imi7ation
Q Create customer %alue 6 satisfaction
"./ 3he Orani7ational Structure
3he oran ram below depicts the orani7ational structure of Crystal Construction
Company
Chairman
(anain Director
Hice Chairman
3he Deputy (anain
Director
Senior <:ecuti%e Director
Director
@iure: Oran ram of Crystal Construction Company
O$eration Director
<:ecuti%e
Directi%e!
(ar)etin
<:ecuti%e Director!
Operation
<:ecuti%e
Director!
'rocurement
Director!
<nineerin 6
Construction
Director! Land 6
De%elopment
Director!
Ready+(i:
Director!
Corporate
Affairs
Director!
@inance 6
Accounts
Director! 5R
Source: Office Document.
".= Departments of the company:
In Crystal Construction Company! contains > ma*or departments. 3he name of those
departments 6 acti%ities are i%en below:
Q Reception Des)
Q (ar)etin 6 Sales Department
Q Administration 6 &usiness Department
Q Documentation 6 Reco%ery
Q @inance 6 Accounts Department
Q 'rocurement Department
Q 5uman Resources (anaement J5R(K
Reception Des):
3he main tas) at the reception des) is maintainin the inward 6 outward reister! office
manaement! 6 telephone recei%in. 3hey also maintain a daily recall file which is
)nown as the Central Recall System.
(ar)etin 6 Sales Department:
Crystal Construction Company has a %ery rich mar)etin department. A stron sales team
6 aressi%e mar)etin campain has bouht tremendous sales rowth alon with a
handsome mar)et share.
Crystal Construction Company is flourishin more and more in the real estate industry.
Administration 6 &usiness Department:
3he administration department of Crystal Construction Company always loo)s after the
whole orani7ation. 3hey always run the orani7ation smoothly. If any employee does
any fault then the department ta)es action aainst the employee. 3he company reward is
i%en to the employee who has done well.
@inance 6 Accounts Department:
4sin Crystal Construction Company JCCCK software.
@inal chec)in of &an) reconciliation.
Chec)in of &an) Debtor order %oucher.
Chec)in the company financial accounts.
Di%e clearance for surrender.
Di%e clearance for reistration.
'rocurement Department:
Q &uyin Land.
Q Reistration of the sold land.
Documentation:
If any customer fails to pay the due in schedule time then this department arranes
time e:tension latter 6 i%es the time e:tension appro%al.
@or business the client is not able to ta)e deed in this case the officers of this
department communicate with the client to ta)e the deed by this time officers ma)e
a rouh copy of the deed.
If any chane his;her payment schedule or chane the plot then this department
arranes all procedure.
3his department also ma)e note sheet for reistration when a client pay all the dues
with reistration fees.
".> @eatures of e%ery pro*ects of Crystal Construction Company
R 3he pro*ect of Crystal Construction Company are appro%ed.
R 3he locations of Crystal Construction Company is out of flood free 7one.
R 3he pro*ect has natural reeneries.
R 3he 'ar) 6 playround in e%ery bloc) separately.
R School! Collee! 6 4ni%ersity are included in the pro*ect.
R Crystal Construction Company reser%es 1/C land for ecoloical balance.
R 3he location ha%e eco+friendly en%ironment.
R 3he administrati%e office 6 CC3H sur%eillance facility inside the pro*ect.
R 'olice outpost! traffic system 6 fire ser%ice are a%ailable inside the location.
R <lectricity 6 water connection are a%ailable in site as committed.
R 3elephone 6 internet ser%ice are connected in the pro*ect.
R Land is deli%ered accordin to the promised offered.
R Reistration is properly after full payment.
".? Crystal Construction Company Location (ap:
@iure: Location map
C#a$ter T#ree
I.3<R.S5I' 'OSI3IO. 6 D43I<S
1.1 Internship 'eriod:
In the internship period it is %ery important for any one where practical e:perience
athered. I did my internship proram at Amin (ohammad Droup! Corporate &ranch
from 1
st
(ay! "#1$ to 1#
th
Sune! "#1$ the period of two month internship proram. I ha%e
learned many thins about customer satisfaction. Bor)in in Crystal Construction
Company I feel as a part of their orani7ation 6 e%ery employee o%er there has helped
me so much to understand the wor)s easily.
1." Sob Description:
As an intern I enaed myself in different types of wor)s which are i%en below:
Callin the clients tryin to create contact with them.
'ro%idin information about land and rates to the clients
(a)in calls to customers 6 introducin them about our products: After searchin
the client! I had to call my customers 6 introducin them about our pro*ect 6 also in%ite
to come our office.
<nsure the %isit of pro*ect,s location: I used to con%ince the customer to %isit the
pro*ect location.
Discuss with clients about the ad%antaes 6 disad%antaes of buyin the land: 3hen I
discuss with my customers about the ad%antaes 6 disad%antaes of the land. I discuss
the main features of Crystal Construction Company,s pro*ect.
.eotiate with the customer for the best deal
(a)in the areements 6 et the boo)in amount: If the customer are con%inced!
then I,m ma)in the areement 6 et the boo)in amount.
'ayment collection system: <%ery customer payment system is not same. Some
customer directly comes to company for payment 6 some customer pay their payment by
che2ue.
(a)in calls to customers for i%in the due amount: <%ery customer do not pay full
amount of money at once. (ost of the customer use installment. So I,m callin the
customer for i%in the due amount.
1.1 Daily Routine:
(y department of internship proram is under mar)etin 6 sales department. So I was
fully in%ol%ed in mar)etin 6 sales department. <%eryday I ha%e to o office at A.## a.m.
li)e all other employees 6 stay up to =.## p.m. Some days my wor) area is in office 6
some days wor) was out of office! in the field.
&'( Learnin 'oints:
Durin the internship period in Crystal Construction Company! I ha%e learnt lots of
thins. 3hese are listed bellow:
Communicate with the clients: Communicate with the clients o%er phone 6 i%e
feedbac) them.
Deal with customer: 5ere I ha%e learnt how to deal with customer.
Communicate with eneral people: 3o complete internship in CCC! I learnt
how to communicate with eneral people.
Con%incin the clients: 5ere I ha%e learnt how to con%ince the clients to
buy a plot
5ih rane of promotional acti%ities re2uired to ma)e a ood consumer
relation: 5ere I ha%e learnt how to ma)e a ood relation with customer.
C#a$ter Four
@I.DI.DS 6 A.AL0SIS
$.1 &ecause of interaction and dealin with different clients. I ha%e learned a lot. I ained
information about the field of construction. I also learned about dealin with different
people. It helped me to ain confidence and understand customer %ery well. 3his is
somethin which will help me in my future.
(') @indins from 2uestionnaire sur%ey:
Dender
@iure: Dender
Source: @ield wor)
In this statement ?#C people is male person 6 only "#C is female.
Ae.
@iure: Ae
Source: @ield wor)
@rom the abo%e pie chart we can see that /#C customers ae is 1/ to 1A because in this
time people is loo)in a nice location to li%e with his family. In this statement 1#C
customer ae is 1# to 1$.
(arital status
@iure: (arital status
Source: @ield wor)
@rom the abo%e pie chart we can see that >#C people is married. Only 1#C people are
sinle.
'rofession.
@iure: 'rofession
Source: @ield wor)
In this statement $#C people is pri%ate ser%ice ser%ice holder 6 $#C people is Do%t.
ser%ice holder. Only "#C is business man.
<ducation le%el.
@iure: <ducation le%el
Source: @ield wor)
5ere we see that =#C people is complete post raduate."C people complete S.S.C le%el!
1?C people complete 5.S.C 6 "#C people complete raduate le%el.
'rice per income
@iure: 'rice per income
Source: @ield wor)
In this statement =#C people want that price per income is Rs A#####. &ecause they ha%e
limited amount to purchase the land. On the other hand 1#C people under Rs1######.
.umber of Installments.
@iure .umber if installments
Source: @ield wor)
In this statement $?C people are the people who want $? installment because they want
more time to pay the total amount. Only 1?C people want 1" installments because they
thin) it is enouh time to pay the total amount of money.
'hase of your land
@iure: 'hase of your land
Source: @ield wor)
5ere we will see that $#C people want north phase plot because they thin) north phase is
%ery suitable. On the other hand 1#C people want eneral phase plot.
5and o%er time after full payment
@iure: 5and o%er time after full payment
Source: @ield wor)
In this statements $#C people want = months hand o%er time after full payment because
they want their plot 2uic)ly. On the other side 1#C people want more than 1 year hand
o%er time.
3he pro*ect of Crystal Construction Company is appro%ed
.
@iure 3he pro*ect of Crystal Construction Company is appro%ed
Source: @ield wor)
@rom the abo%e pie chart /#C people are aree for the pro*ect of Crystal Construction
Company are appro%ed. 3hey aree because they )now if the pro*ects are not appro%ed
in future they fall in problem.$C people are stronly disaree 6 1?C people are neutral
because they ha%e no comments.
3he location of CCC is out of flood flow 7one.
@iure: 3he location of CCC is out of flood flow 7one.
Source: @ield wor)
3his statement i%en that "?C people is aree for out of flood flow 7one. Be )now flood
is a bi problem in our country and e%en city li)e (umbai. In the rainy season flood is
seen. In this time people face many problems. So the customer want flood flow free 7one.
5ere 1"C people are disaree 6 1$C people are neutral.
3he pro*ect has natural reeneries.
@iure: 3he pro*ects has natural reeneries
Source: @ield wor)
In this statement /#C people are aree that the pro*ect has natural reeneries because in
(umbai city there is only buildin 6 buildin. 5ere is no sufficient reen location. So
e%ery one want natural reeneries in his location. 5ere =C people are stronly disaree 6
1$C people are neutral.
3he 'ar) 6 playround in e%ery bloc) separately.
@iure: 3he 'ar) 6 playround in e%ery bloc) separately.
Source: @ield wor)
5ere "?C people are stronly aree that the par) 6 playround in e%ery bloc) are
separate because they need par) 6 playround for their children 6 family members. 5ere
1" C people are disaree because they thin) there is no sufficient place to ma)e par) 6
playround in e%ery bloc) separately. Only 1$C people are neutral about this statement.
0our pro*ect pro%ides (os2ue! Dra%eyard! 6 3emple.
@iure: 0our pro*ect pro%ides (os2ue! Dra%eyard! 6 3emple.
Source: @ield wor)
5ere $#C people are stronly aree because e%eryone is respect to his;her reliion. <%ery
one want that the (os2ue! 3emple! Dra%eyard are located near my location. 1#C people
are also aree with this statement 6 1#C people are neutral about this statement.
School! Collee! 6 4ni%ersity are included in the pro*ect.
@iure: School! Collee! 6 4ni%ersity are included in the pro*ect.
Source: @ield wor)
5ere! $#C people are stronly aree because e%eryone has children they want that their
children are properly educated. @amilies will not ha%e to wal) %ery far to cross any ma*or
road to ta)e their children to school. So they are want school! collee 6 uni%ersities are
included in the location. 1#C people are also aree in this statement. 1#C people are
neutral about this statement.
Shoppin center! community center is included in your pro*ect.
@iure: Shoppin center! community center is included in your pro*ect.
Source: @ield wor)
In this statement 1#C people are stronly aree because if shoppin center! communality
center are not included the pro*ect then they face many problem.
So they want shoppin center communality center are include the location. 5ere 1#C
people are also aree with this statement. 1#C people disaree because they thin) that
they ha%e no problem if shoppin center communality center are not included in the
location.
Commercial ban) 6 5ospital are located near to your location.
@iure: Commercial ban) 6 5ospital are located near to your location.
Source: @ield wor)
5ere $#C people are stronly aree because if any body is ill then he;she is needed
immediately admitted to the hospital! but if hospital is so far then he;she fall into daner.
In this reason they want hospital are beside the location. In this statement "#C people are
aree with this statement. 1#C people are stronly disaree 6 1#C people are neutral.
Crystal Construction Company reser%es 1/C land for ecoloical balance.
@iure: Crystal Construction Company reser%es 1/C land for ecoloical balance.
Source: @ield wor)
In this statement 1#C people are stronly aree because day by day (umbai city chane
her face. In (umbai! there is no free space for ecoloical balance. In Crystal
Construction Company,s pro*ect here they will breathe clean air! spend more time with
their family. So they want ecoloical balance for li%e and be healthy. 5ere 1#C people
are also aree with this statement 6 "#C people are neutral because they ha%e no
comment.
3he location of your plot is desined by professional city 'lanners! architects 6
en%ironmentalists.
@iure: 3he location of your plot is desined by professional city planners! architects 6
en%ironmentalists.
Source: @ield wor)
5ere $#C people are stronly aree because desin play a %ital role of any location.
<%ery one want that my pro*ect is desin by famous architects! planners 6
en%ironmentalists. In this statement "#C people are aree with this statement. 1#C
people are stronly disaree because they are not interested with this statement.
0our pro*ect holds stron administration 6 security facilities.
@iure: 0our pro*ects stron administration 6 security facilities.
Source: @ield wor)
In this statement /#C people are stronly aree because e%eryone wants stron security
facilities for sa%e life. Safely will be ensured thouh our "$hrs closed circuit sur%eillance
system. Crystal Construction location has stron security 6 administration system. 5ere
"#C people are aree with this statements.1#C people are stronly disaree 6 1#C
people are neutral.
3he location ha%e eco+friendly en%ironment.
@iure: 3he location ha%e eco+friendly en%ironment.
Source: @ield wor)
5ere $#C people stronly aree because e%ery one wants a city far away from creepin
traffic *am of crowded (umbai 6 deadly polluted air. So e%ery one want eco+friendly
en%ironment. 5ere "#C people are also aree with these statements. "#C people are
neutral because they ha%e nom comments.
<lectricity 6 water connection are a%ailable on site as committed.
@iure: <lectricity 6 water connection are a%ailable on site as committed.
Source: @ield wor)
In this statement =#C people stronly aree because those people li%e in (umbai
city! water 6 electricity are a part of his;her life. If water! 6 electricity are not
a%ailable in the location then there is a bi problem. 1$C people are aree with
this statement because Crystal Construction Company pro%ides water! 6
electricity on location as committed. "C people are neutral because they ha%e no
comments.
3elephone 6 internet ser%ice are connected in the pro*ect.
@iure: 3elephone 6 internet ser%ice are connected in the pro*ect.
Source: @ield wor)
5ere 1#C people are stronly aree because without communication facilities man can
not li%e. .ow a day we are li%e in diital India so communication facilities are so
important. "#C people are aree with this statement. "#C people are disaree because
they thin) the telephone 6 internet ser%ice are not a%ailable on the location. 1#C people
are neutral.
Land is deli%ered accordin to the promised offered.
@iure: Land is deli%ered accordin to the promised offered.
Source: @ield wor)
In this statement $#C people are stronly aree because the most of the clients %isit
Crystal Construction,s pro*ect. 3hey see Crystal Construction lands are deli%ered
accordin to the offered. 5ere 1#C people are also aree with this statement. 1#C people
are stronly disaree because they are not %isitin Crystal Construction,s location. 5ere
1#C people are neutral.
3he pro*ect,s desin attracts you.
@iure: 3he pro*ect,s desin attracts you.
Source: @ield wor)
5ere /#C people are stronly aree because they obser%e the desin of Crystal
construction Company. CCC desin is completely different from others. 3hey found that
CCC location is more attracti%e. 1#C people are aree with this statement because they
see Crystal Construction location desin. ?C people are neutral because they ha%e no
comments.
Reistration is properly done after full payment.
@iure: Reistration is properly done after full payment.
Source: @ield wor)
In this statement $#C people are stronly aree because many people are not pay full
money but they want land reistration. 3hey thin) that it is a best decision that
reistration is properly done after full payment. 5ere 1#C people are also aree in this
statement. 1#C people are stronly disaree because they want reistration is done before
full payment.
Crystal Construction Company always tries to pro%ide better ser%ices
to its customers.
@iure: Crystal Construction always tries to pro%ide better ser%ices
to its customers.
Source: @ield wor)
5ere =#C people are stronly aree because they )now the reputation of the comany.
Crystal Construction always tries to pro%ide customers wants! needs 6 demands. In this
statement 1#C people are also aree with this statement. 5ere 1#C people are disaree 6
1#C are neutral.
('& SBO3 Analysis of the company:
3he term SBO3 is the abbre%iated from of Strenth! Bea)ness! Opportunity! 6 3hreat.
In SBO3 analysis Strenth 6 Bea)ness are determined by internal factor! while
Opportunity 6 3hreat are determined by the e:ternal factors.
S JstrenthsK:
Crystal Construction Company,smanaement system are always committed to better
ser%ice.
All of employees of Crystal Construction Company are sincere reliable.
Crystal Construction Company,s mar)et potentiality is %ery hih.
Crystal Construction Company ha%e effecti%e sales team.
Crystal Construction Company always )eep records in appropriate methods.
Crystal Construction Company uses ad%anced information system.
Crystal Construction Company maintain ood relationship between top manaement
6 employees.
Crystal Construction Company ha%e stron security system.
Crystal Construction Company has a well+decorated office.
B Jwea)nessesK:
Q Could not maintain the rules 6 reulation accordin to appropriate law.
Q Installment facilities are not in customers fa%or.
Q Decision can be ta)en only by the top manaement.
Q Improper o%ernment policy.
Q Low area mar)et co%erae.
O JopportunitiesK:
Q .ew real estate business is openin day by day.
Q Impro%e the ser%ice 2uality then the others.
Q Impro%e hih customer satisfaction.
Q 3a)e the opportunity to et a hue amount of money.
3 JthreatsK:
Q Increased the number of Real <state company.
Q Do%ernment interrupts in the way of de%elopment.
Q Drowin up of o%erall cost.
Q Comple:ity of RAS4L rules 6 reulation.
Q 'ro*ect areas are hassle by the local political parties.
C#a$ter Five
CO.CL4SIO. 6 R<CO(<.DA3IO.S
*'+ Conclusion:
Crystal Construction Company is one of the renowned housin companies in
(umbai. 3he company pro%ides complete housin solution to the people. Crystal
Construction Company also contributes in our national economy. (ain oal of
Crystal Construction Company is to pro%ide better ser%ices to the customer.
Crystal Construction Company has been facin some internal problem which is
faced by almost e%ery real estate company. At first! it is %ery difficult to find out a
%ast area of blan) space in (umbai city. &eside this Do%ernment 6 non
o%ernment orani7ations always creates political forces. Local terrors often
harassed company for donation. It is %ery touh to occupy after buyin the land. It
is found in most cases that there is more partner or same land 6 ha%e to face
comple:ion of laws with them.
At last! Crystal Construction Company doin its business successfully in our country. It
pro%ides its ser%ices as per its commitment 6 impro%es the business continuously.
*') Recommendations:
As per earnest obser%ation some suestion for the impro%ement of the situation are
i%en below:
Q 3o attract more customer Crystal Construction Company has to create a new mar)etin
stratey which will be able to increase their business as it could impro%e re%enue.
Q 3he officers of Crystal Construction Company thin) that lon term trainin is re2uired
for company officers for the betterment of the ser%ice. Computer trainin is must today to
impro%e the indi%idual as well as company performance.
Q (a:imum customers are e:pectin the responsible price! so carefully the price should
be established in per plot. All modern facilities are e2ual distribution in all class of
people.
Q 3o pro%ide financial assistance to be strenthened 6 for ettin connection of utilities
promptly the procedural bottlenec) should be remo%ed.
Q Impro%e office atmosphere to i%e customers friendly feelin.
Q 'ro%ide intimate attention to customer needs.
Q Customer con%enience will recei%e priority.
Q Customer database should be more orani7ed.
Q 5a%e to more aware about customer,s riht.
Reference
&oo)s
Q Lotler '. Leller L. Lane! (ar)etin (anaement! 1"
th
<dition! 'tentice 5all! India!
"##=! 'ae no :J 11?! /1$+=#1! =1"+=A/.K
Q Lotler '. 'rinciples of (ar)etin! 1#
th
<dition! 'earson education pte.
Ltd. Indian! "##$. 'ae no:J=A! ">$! ">/ 6 /=/.K
Q Chopra S. Supply Chain (anaement! "nd <dition. 'earson education! India! "##1.
'ae no :J ?! $A! /#! /1! 6 >1.K
Internet
http:;; www.realestate.com at 1.1#pm to =.$/pm on 1>.#$."#1#
http:;; www.worldrealestste.com at ".##pm to $.##pm on #A.#/."#1#
Documents
Q Annual report of Crystal Construction Company
Q 'rospects of Crystal Construction Company
Q Different manuals of Crystal Construction Company
Q Different circulars of Crystal Construction Company
-uestionnaire
Customer Satisfaction on Land Owners of Crystal Construction Company
Dear Sir or (adam:
3his is a 2uestionnaire to collect data on customer satisfaction of Crystal Construction
Company,s. 3his sur%ey is desined to loo) at the %arious needs of the customer 6 its
le%el of fulfillment.
3he sur%ey will ta)e about ? to 1# minutes to complete. 3here is no riht or wron
answer. 'articular in this sur%ey is completely %oluntary. 3o ensure that your responses
are strictly confidential! please don,t identify yourself anywhere in the sur%ey. 'lease try
to complete all the 2uestions. 0our indi%idual response will be combined with those of
other respondent 6 only areated data will be reported. 3han) for ta)in the time to
share your %aluable opinion.
I would li)e to )now whether you Stronly Aree JSAK T /! Aree JAK T $! .eutral J.KT
1! Disaree JDKT "! Stronly Disaree JSDKT 1! with each statement.
'lease circle J#K the number that response your opinion most correctly.
Demoraphic Information:
1K Dender
R (ale R@emale
"K Ae
R 1# to 1$ R 1/ to 1A R $# to $$ R $/ to abo%e $A
1K (arital status
R (arried R sinle
$K 'rofessions
R 'ri%ate ser%ice holder R Do%t. Ser%ice holder R &usiness
/K <ducation le%el
R S.S.C R 5.S.C R Draduate R'ost raduate
=K (onthly e:penses
R Rs 1#### to Rs "#### R Rs "#### to Rs "/###
R Rs "/### to Rs 1#### R Rs 1#### to Rs $####
R Rs $#### to Rs $/### R abo%e Rs $/###
>K 'rice per Income
R Rs A##!### R Rs A/! ##!### R Rs 1#! ##!###
?K .umber of Installments
R 1" installment R "$ installment R 1= installment R $? installment
AK 'hase of land of your land
R .orth 'hase plot R South 'hase plot R Deneral 'hase plot
1#K 5and o%er time after full payment
R = months R 1 year R (ore than 1 year
-uestionnaires:
Content SA A . D SD
1". 3he pro*ects of Crystal Construction Company are
appro%ed.
/ $ 1 " 1
11. 3he location of Crystal Construction Company is out of
flood flow 7one.
/ $ 1 " 1
1$. 3he pro*ect has natural reeneries. / $ 1 " 1
1/. 3he 'ar) 6 playround in e%ery bloc) are separately. / $ 1 " 1
1=. 0our pro*ect pro%ides (os2ue! Dra%eyard! 6 3emple. / $ 1 " 1
1>. School! Collee! 6 4ni%ersity are included in the pro*ect. / $ 1 " 1
1?.. Shoppin center! community center are included in your
pro*ect.
/ $ 1 " 1
1A. Commercial ban) 6 5ospital are located near to your
pro*ect.
/ $ 1 " 1
"#. Crystal Construction Company reser%es 1/C land for
ecoloical balance.
/ $ 1 " 1
"1. 3he location of your plot is desined by professional city
planners! architects 6 en%ironmentalists.
/ $ 1 " 1
"". 0our pro*ect holds stron administration 6 security
facilities.
/ $ 1 " 1
"1. 3he location ha%e eco+friendly en%ironment. / $ 1 " 1
"$. 3he administrati%e office 6 CC3H sur%eillance facility
inside the pro*ect.
/ $ 1 " 1
"/. 'olice outpost! traffic system 6 fire ser%ice are a%ailable
inside the location.
/ $ 1 " 1
"=. <lectricity 6 water connection are a%ailable on site as
committed.
/ $ 1 " 1
">. 3elephone 6 internet ser%ice are connected in the pro*ect. / $ 1 " 1
"?. Land is deli%ered accordin to the promised offerin. / $ 1 " 1
"A. 3he pro*ect,s desin attracts you. / $ 1 " 1
1#. Reistration is properly done after full payment. / $ 1 " 1
11. Crystal Construction Company always tries to pro%ide
better ser%ice for its customer.
/ $ 1 " 1
3han) you %ery much for your time and support