TABLE OF CONTENTS

EXECUTIVE SUMMARY

CHAPTER 1: INTRODUCTION
• Company Background
• Industry overview
• Introduction of the company
• Company logo
• Ganoderma Lucidum
• Product Range Of DXN
• Cultivation Production process Of Ganoderma
• Human Resource Department
• Customer Service Department

CHAPTER 2:RESEARCH METHODOLOGY

• Rationale of the Study
• Scope of the Study
• Objectives of the Study
•
CHAPTER 3: DATA ANALYSIS AND
INTERPRETION

CHAPTER 4: MAJOR FINDINGS OF THE STUDY

CHAPTER 5: CONCLUSIONS AND

RECOMMENDATIONS

• References
• Annexure
 EXECUTIVE SUMMARY

Organizations are increasingly interested in retaining

existing customers while targeting non-customers;
measuring customer satisfaction provides an indication of
how successful the organization is at providing products
and/or services to the marketplace. Customer satisfaction is
an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from
person to person and product/service to product/service.
.
DXN is a multi-level marketing business founded by Dr.
Lim Siow Jin in 1993. The company is based in Malaysia.
The company is publicly traded as a penny stock on the
Kuala Lumpur Stock Exchange as "DXN Holdings Bhd."

DXN sells dietary supplements based on the Chinese

mushroom called Ganoderma which is considered the food
of the immortals in Daoism. Ganoderma has long been used
in traditional Chinese medicine for the treatment of such
diseases and disorders, and its biomedicines value is now
being established through a wealth of published literature.

This project aims at measuring the satisfaction level of

customers of DXN. Company offering three product line
cosmetic health, beverage products. These products are
made from natural Herb GANODERMA. Ganoderma is a
genus of polypore which grow on wood and includes over
250 species, many from tropical regions.[1] Because of
their extensive use in traditional Asian medicines, and their
potential in bioremediation, they are a very important genus
economically. Ganoderma can be differentiated from other
polypores because they have a double walled basidiospore.
Ganoderma shows promise in reducing cholesterol levels
and easing allergy-related inflammation of the airways.

This study tells us that Customers are very satisfied with

the quality of the product offered by the DXN. Prices of the
products of the company is quite high and most of the
customers want that company should provide their products
in more affordable range. The way staff personnel treat the
customer is satisfactory, they always try to solve the
problems of customers regarding the products they use.
Customers given the good feedback regarding the delivery
of the products if they asked for home delivery of the
products.
DXN provides a good opportunity to customers to earn
while using the products like they can earn in they ways
Usage Business – customers get savings by using the
products yourself. Recommending / Referral Business - By
recommending people to buy DXN products anywhere in
the world they get paid for commission. Sponsoring
Business - By recruiting people to join the business they
also get commissions.
 COMPANY BACKGROUND
Established in 1993, DXN is a local direct sales company
producing Ganoderma Lucidum and Ganoderma Mycelium
with local expertise and technology without relying upon
any foreign assistance.

Under the prudent guidance from DXN founder, Dato' Dr.

Lim Siow Jin, DXN has become a "One World One
Market" company, every step of the process, from
cultivation, processing and packaging, to marketing of the
products is carried out solely by the Company under strict
quality control.

Our products at present are mostly made from Ganoderma

Lucidum, a kind of mushroom rich in vitamins and
minerals and also other herbal products such as Morinda
Citrifolia, Andrographis Paniculata among others. It is also
worth noting that the effectiveness of DXN products has
been proven. The testimonies left by more than 200, 000
multi-racial members from various ethnic groups from
many countries certainly leave no room for doubts.

To date, DXN's success outshines other MLM companies.

This is not surprising as DXN products are of superior
quality and have been awarded the Good Manufacturing
Practice (GMP), Therapeutic Good Administration, ISO
9002, ISO 14001 and HALAL certificates.
 INDUSTRY OVERVIEW

DXN Pharmaceutical Sdn. Bhd, an integrated factory, is

another pride of DXN for its success in making a complete
factory with infrastructure and up to date merchandize.

DXN Pharmaceutical's 28, 000 square feet infrastructure

houses high-standard machines and equipment. The
pharmaceutical's "Good Manufacturing Practice"
certification since June 9, 2001has made it one of the
world's finest factories.

The factory's facilities fulfill the world market demand

while the latest machines prepare the upgrade of output
capacity to a maximum level. More than 80 percent of
DXN Pharmaceutical output is for DXN world market
demand, with sales of more than RM150 million a year.

DXN Pharmaceutical's new complex is a symbol to ensure

that we are going to enter a new dimension with high
productivity.
 INTRODUCTION OF THE
COMPANY
DXN Marketing Sdn.Bhd, the parent company was
established in Malaysia with the objective of promoting
health to people with ancient and traditional herbs. The
company focused on the farming of Ganoderma Lucidum,
traditionally known as the “king of herbs” in the ancient
Chinese medicinal literature of great antiquity, yet still
relevant in the modern day health care system. The
company has developed a superior scientific and an
indigenous technology for farming this rare variety of
mushroom. The products are formulated in the
manufacturing facilities that are designed to meet the most
stringent international production standards.

The company started in 1993 in Malaysia. From a humble

beginning, the growth of the company has been
phenomenal. Today it has operated in 35 countries and its
product reached more than 100 countries. It has satisfied
consumer based of around 10 lakh members spread across
all most all states in India.

DXN´s founder, Dr. Lim Siow Jin was conferred a

Doctorate in Philosophy (Alternative Medicines) by the
Indian Board of Alternative Medicines. With this award,
DXN's diligence in pursuing the research and development
of Lingzhi was acknowledged. Under the prudent guidance
from DXN founder, Dato' Dr. Lim Siow Jin, DXN has
become a "One World One Market" company, every step of
the process, from cultivation, processing and packaging, to
marketing of the products is carried out solely by the
Company under strict quality control.
Company’s products at present are mostly made from
Ganoderma Lucidum, a kind of mushroom rich in vitamins
and minerals and also other herbal products such as
Morinda Citrifolia, Andrographis Paniculata among
others. It is also worth noting that the effectiveness of DXN
products has been proven. The testimonies left by more
than 200, 000 multi-racial members from various ethnic
groups from many countries certainly leave no room for
doubts.

As a firm believer in free enterprise, quality standards and

sharing of benefits with ultimate consumers, the company
markets its products through the Direct Selling Method
under a Multi Level Remuneration Pattern. Currently there
are more than on4e million members all over the world
who are satisfied users of the Company’s products, while
constantly they are improving their standards of life.
The process of cultivation, processing and packaging for
marketing of GANODERMA Mushroom is a highly
integrated activity carried out under one roof. The farming
method involves the adoption of highly scientific and
organic processes, thus resulting in consistently excellent
yields, both qualitatively and quantitatively. An elaborate
system of quality assurance ensures uniform quality of the
Gano mushroom produced batch after batch.
Daehsan Trading (India) Pvt. Ltd, the associate company of
DXN for its marketing operations in India, was set up in
November 1999 and started its commercial operations from
April 2000.
From a humble beginning, the growth of the company has
been phenomenal. Today it has a satisfied consumer base of
around 4 lakh members spread across more than 20 Indian
states.
The company feels proud of its achievement in changing
the lifestyle of many of its members by improving their
quality of life and empowering them with financial
freedom. Today it has developed a number of Brand
Ambassadors of Health and Wealth.

With the success of Daehsan, in the marketing front, DXN

Herbal Manufacturing (India) Pvt.Ltd. was set up as the
manufacturing arm of DXN in India. In the Union Territory
of pondichery. The manufacturing facility is equipped with
the state of the art facilities with an elaborate system of
quality assurance of International Standards.
• Became the first Malaysian Lingzhi factory to
receive the Good Manufacturing Practice (GMP)
certification.
• Reputation proven when TV3 invited DXN for a
30-minute programme promoting and highlighting
the company and its products.
• DXN started its operations in Hong Kong, Brunei,
and Indonesia.
1999
• Became the first Malaysian multi-level marketing
(MLM) company to receive the coveted Therapeutic
Goods Administration (TGA) certification from the
Ministry of Health, Australia.
• Became the first Malaysian Lingzhi factory to
receive ISO 9001 certification.
 • Malaysian Prime Minister, Datuk Seri Dr. Mahathir
Mohamad, visited DXN's Lingzhi farm and factory.
He commended DXN for contributing towards the
concept of promoting Malaysian products.
• Became the first Malaysian company to produce
high vitality spirulina, which yields increasing
demand in the market.
• DXN entered the Philippines market
2000
• Became the first Malaysian Lingzhi farm to receive
ISO 14001 certification.
• DCN Network Sdn. Bhd. (a company with 18 years
of MLM expertise) joined DXN. With this, DXN's
line of products became more complete.
• Started its operation in Australia, India, New
Zealand and Laos.
2001
• Became among the first batch of Malaysian
companies to receive a three-year consecutive
Network Marketing licence. This demonstrated the
stability and operations of the company as
recognized by the Malaysian authorities.
• Built a new factory costing millions of Ringgit to
cope up with local and international demand. This
brought total investments in both factories and farm
to exceed RM 40 million.
• Our founder, Dato´ Dr. Lim Siow Jin received
BKM Award from the Sultan of Kedah. Also
received Top-10 outstanding Chinese Youth Award
from the Youth Association of Kedah.
 • Achieved vision 2002. Now we have penetrated into
25 countries, with monthly sales exceeding RM60
million and more than 2 million distributors
worldwide.
• Entered the markets in Cyprus, South Africa, USA,
Taiwan, Germany, Switzerland, Dubai, Bangladesh,
Sri Lanka and Nepal.
2003
• DXN started its operations in Mexico and Canada.
• DXN Holdings Bhd. was successfully listed on the
Main Board of Bursa Malaysia on 30 September
2003. This marks a significant milestone in the long
development of DXN.
• Established in 1993, DXN has entered its 10th year
of operation. More than 2,000 local and foreign
distributors participated in its 10th Anniversary and
Aidilfitri Celebrations on 6 December 2003 to
witness the company´s glorious and significant
achievements for the past 10 years.
• DXN has received extensive coverage in both print
and electronic media, highlighting its achievements
in the local corporate scene. The following TV
programmes acknowledged DXN:
• TV3 "Majalah 3" (30/05/2003)
• Astro AEC "Mandarin in News" (29/08/2003)
• Astro Prima "English News" (11/09/2003)
• Astro Vaanavil "Tamil News" (19/09/2003)
• TV1 "Bisnes Malaysia" (23/09/2003)
 COMPANY LOGO

RED
Rising Sun, positive thinking
--------------------------------------------------------------------
GREEN
Vitality and growth
--------------------------------------------------------------------
BLUE
Water, the company as the basis of growth
--------------------------------------------------------------------
The red oval-shape sun symbolizes a company which has
great potential in the domestic and international market like
a rising sun.
The green Ganoderma symbolizes people who always
strive for excellence and care for their health.
The blue horizon symbolizes that the company provides the basis to nourish

growth.

DXN GLOBAL OPPORTUNITY IN

HEALTH
DXN Marketing opportunity is one of the best
opportunities in Natural Health based food supplements.
This opportunity isn't limited to a region or country but is
truly a global opportunity that is expanding to more and
more countries/regions every year.
Today there are a number of companies offering a number
of health-related products and market is flooded with health
products based on different health theories. Human body is
so complex and supports a number of scientific theories
and principles; therefore it is really very difficult to say
which health product really works and which doesn't. Many
of these health-based companies are also offering business
plan for individuals. It again becomes very difficult to
choose which one to join with health or wealth perspective.
Taking right decision is very important because it will not
only help you to retain health but will also work favorably
in building wealth with time.
 WHAT IS GANODERMA:

Out of over 38000 varieties of Mushrooms known, 2000

varieties are Edible, 200 medicinal with 6 having
Therapeutic Value. Ganoderma is the best of the last Six.
Known to Man for over 5000 yrs (First Records 2838 B.C
(Shen-Nung), Chinese/Japanese Medical/Scientific reports
during last 100 years confirm Gano's efficacy and safety.
The problem was to grow Quality Gano on large scale
volume. Gano from dead woods in forests had inconsistent
quality and scarce in Quantity.

DXN, Malaysia combined six top red varieties of the best.

Ganoderma and used Special Tissue Culture method with
100% Organic farming to get the DXN – GANO

GANODERMA LUCIDUM (also called Reishi, Lingzhi or

Chaga) is a Miracle Mushroom, which has unique health
benefits for all human beings. It is known to mankind for
more than 5000 years as a panacea, which effectively helps
man to recover from almost all health related problems. It
is a Divine Gift to mankind which also enhances ones
spiritual potency. Ganoderma contains more than 200
active elements which can be categorized as water soluble,
organic soluble and volatile compounds. The major
elements found are Polysaccharide, Adenosine and
Triterpenoids, each having their own outstanding medicinal
effects.

Scientifically, Ganoderma has been found to help achieving

LONG life, HEALTHY life and YOUTHFUL life.
Scientists and Medical professionals world-over have
conducted independent studies on Ganoderma and its
benefits to human body. Their reports confirm the
effectiveness of Ganoderma. Being an ADAPTOGEN
Ganoderma is absolutely SAFE for human consumption, as
it produces NO SIDE- EFFECTS or ADDITCTION. This
is one of the most important reasons for which Ganoderma
attracted the attention of health advisors.

Ganoderma is a jungle mushroom and it is found in rarity.

Growing in the wilderness, it was a challenge getting
Ganoderma with correct quality and purity, which restricted
its usage by human beings for ages. Scientists and
Technologists in the Far-Eastern countries overcame this
handicap by developing special techniques of cultivation in
farms.

In Malaysia, one of the pioneers who developed a special

technology of growing Ganoderma with high therapeutic
values is Dr. Lim Siow Jin. Dr. Lim started the company,
DXN, at Alor Setar in North West Malaysia in 1993. Today
DXN has become one of the largest producers of
Ganoderma products in the world.

To state briefly, Ganoderma strengthens the natural healing

processes, scans the body, neutralizes the free radicals,
detoxifies toxins and metabolic wastes, enhances the
oxygen supply to the various organs in the body,
normalizes body functions and eliminates body disorder. It
is one of the best known Adaptogen i.e.

• Non Toxic

• No side effects even on prolonged use

PRODUCT RANGE OF DXN

Company has three different product range namely health

group, Beverage group, Cosmetic group these are discussed
below:
HEALTH PRODUCTS OF DXN

1) REISHI GANORG: Reishi Gano is pulverized

Ganoderma lucidum powder (220mg capsules). The
Ganoderma lucidum used are harvested from a 90-day old
red mushroom which contains more than 200 active
elements.

2) GANOCELIUM( GL):Ganocelium is pulverized

mycelium of Ganoderma lucidum (450mg capsules). It is
different from Reishi Gano that the Ganoderma lucidum
used are harvested from a 18-day old Mycelium of
Ganoderma lucidum.

3) SPIRULINA:DXN's Spirulina Tablets are specially

formulated with 100% spirulina and processed into tablet
form to provide nutrients that are essential for a balanced
health diet and vitality. Herbal tablets can be enjoyed at any
moment.

4) SPIRULINA CEREAL:DXN's Spirulina Cereal is an

instant, high nutritional spirulina cereal with spirulina
extracts. It is made from high quality fiber cereals and
spirulina powder, and it is one of your best nutritional
sources. Mix a sachet of Spirulina Cereal with a glass of
cold milk or water to enjoy a daily balanced nutritious
food.

4) ZHI MINT: This good and unique Ganoderma throat

drop soothes your throat and refreshes you breath. The
natural, soothing qualities of herb are packed into
convenient packs and have an unmistakably delicious
flavor.
FOOD AND BEVERAGE PRODUCTS OF
DXN:

1) LINGZHI COFFEE( 3 IN 1):Lingzhi Coffee 3 in 1 is a

coffee beverage uniquely blended with the finest coffee
beans, Ganoderma extracts, sugar and low fat creamer.
Coffee is packaged individually in small sachets for instant
satisfaction and everyday-use convenience.

2) LINGZHI BLACK COFFEE:Lingzhi Black Coffee is

a coffee beverage uniquely blended with the finest coffee
beans and Ganoderma extracts. Coffee is packaged
individually in small sachets for instant satisfaction and
everyday-use convenience.
3) VITA CAFE: Vita Café is the latest, great tasting
natural coffee, brought to you by DXN! It is a unique blend
of high quality Ginseng and Tongkat Ali powder with
Ganoderma extract. DXN Vita Café is conveniently
prepared in the form of premix coffee for easy
consumption. All you need is to add the instant powder of
Vita Café into a cup of hot water to experience the rich
aroma of Vita Café.

4) SPICA TEA: pica Tea is specially formulated with

Ganoderma, Radix Glycyrrhizin and other natural herbs. It
is mild and does not contain caffeine, artificial coloring or
preservatives, suitable for people of all ages. Spica Tea is
packaged individually in small sachets for everyday-use
convenience.

5) COCOZHI:Cocozhi is a hot chocolate cocoa beverage,

uniquely blended with cocoa, Ganoderma extracts, and
skim milk powder.

6) MORINZYME:DXN's leading fermentation technology

has brought an innovative new product - Morinzyme; a
specially formulated concentrate of fermented botanical
noni juice that contains all the natural enzymes produced
from the fermentation process. Enzymes are important for
metabolism, such as enhancing digestion, nutrient
absorption as well as assisting in cellular regulations..

COSMETICS PRODUCTS
1) ALOE-V CLEANSING GEL:A mild and fresh
cleanser specifically formulated to comfort and hydrate all
types of skin. Extract of Aloe Vera replenishes the moisture
reserve of your skin, helping to keep your skin soft, radiant
and healthy.

2) ALOE- V HAND AND BODY LOTION:A non-greasy

moisturizing lotion containing Aloe Vera, a natural
moisturizer noted for its deep penetrating abilities to soothe
dry skin. Blended with Vitamin A, it preserves skin's
natural moisture, leaving it dewy soft and smooth.

3) ALOE-V HYDRATING TONER:A hydrating formula

that contains Aloe Vera extract, Witch Hazel and Amino
Acids which acts as a special skin moisturizer; help to
remove the dull and lifeless surface cells and tighten the
skin pores to provide a good secondary cleansing.

4) ALOE-V AQUA GEL (DAY CREAM):An easily

absorbed, hydrating and moisturizing gel that contains Aloe
Vera Extract, special moisturizers and humectants to help
in maintaining good skin structure and prolonging a
youthful-looking appearance, leaving the skin feels sooth,
soft and smooth.

5) ALOE-V NUTRICARE CREAM ( NIGHT

CREAM):A rich night cream that contains Aloe Vera
Extract and a beneficial blend of botanical extracts which
forming a protective film against moisture loss. Help to
restore its natural defense system and moisture barrier
while sleeping.
6) TEA TREE CREAM: Tea Tree Cream is a soothing
skin cream prepared by using pure tea tree oil. The oil is
highly lipophilic (attracted to fats, solvent) and it is rapidly
absorbed through intact skin. Tea Tree Cream is suitable
for skin hygiene and protection. This preparation is safe for
whole family.

7) GANOZHI TOOTHPASTE:Ganozhi Toothpaste is

specially formulated with Ganoderma extract to effectively
maintain your oral hygiene. It is a natural teeth-cleaning
remedy and does not contain saccharin, fluoride, coloring
or fine sand.

8) GANOZHI SHAMPOO:Ganozhi Shampoo contains

Ganoderma extract and Vitamin B5 that revitalizes the
natural beauty of your hair and makes it naturally soft and
healthy. It is mild and gentle, suitable for all hair types.
1) GANOZHI BATH GEL:Ganozhi Bath Gel
contains Ganoderma extract and Vitamin E that
gently cleanses your skin while maintaining the
moisture level of your skin. It contains no artificial
coloring and is suitable for all skin types.
2) GANOZHI SOAP:Ganozhi Soap contains
Ganoderma extract and palm oil. It washes away
dirt and gently cleanses the skin while preserving its
natural oils. Ganozhi Soap is suitable for people of
all ages and for daily use.
3) GANOZHI MASSAGE OIL:Gano Massage Oil
contains the finest palm oil and Ganoderma extract
suited for every massage need. It is all-natural and
 rich in antioxidant. Best for all skin types and all
ages. For revolutionary way to perk up every
massage encounter, use Gano Massage Oil.

CULTIVATION AND PRODUCTION

PROCESS

DXN farm adopts organic cultivation process that uses

natural materials such as rice chaff and saw dusts instead of
chemical fertilizers, insecticides and hormones. This
method provides 200 kinds of primary and secondary
elements such as enzymes, amino acids, vitamins,
carbohydrates and trace elements that help to improve the
crop’s quality, growth and resistance to pests.
Organic Cultivation Process
1. Materials that are used as organic media.

2. Filling up of the organic media into the polybags

3. Polybags are closed with plastic caps

4. Polybags are placed in sterilization chamber

5. High technology sterilisation machine

6. Placing the polybags in the shed

7. The suspension arrangements of polybags to avoid

the pervasion of unwanted material
 8. DXN Ganoderma takes only 3 months to harvest
compared to technology adopted to other countries.
The yield is rich in medicinal and nutritional values
of its constituents.

The Production Techniques

The advanced techniques which have been adopted in the
factories were developed by the specialists to ensure that
the product quality meets the international standards set by
any local and foreign government. During the production
stages stringent measurements are carried out to ensure the
products quality to its best. The active element s of the raw
materials is preserved during the production stages. So that
the products remains as natural as its origin. The products
are free of any artificial colorings, preservatives and
flavoring.
Production Process
1. Producing capsules through automatic machines

2. Capsule polishing process to ensure its cleanness

3. Quality control department

4. Insertion of silica gel into the bottle

5. Bottle labelling to provide a unique identity to

ensure product control.

6. Labelling of manufacture and expire date on every

product

7. Finishing touch given to RG and GL capsules

8. Finished product ready to be distributed

 There are more than 200 elements in ganoderma.
Out of these 200 the major bio active elements in
ganoderma are as follows;

• Polysaccharides

• Organic Germanium

• Adenosine

• Triterpenoids

The raw materials for the organic cultivation of

ganoderma are as follows;
• Rice husk

• Rubber wood saw dust

• Humid climate >90 %

• Water

UNIQUENESS OF DXN PRODUCTS

The uniqueness of DXN products are as follows;
• Organic cultivation

• International cultivation

• Suit daily needs

• Convenient packs
 HUMAN RESOURCE DEPARTMENT
Personal management refers to that management which
deals with planning, organizing, directing and controlling
the functions of processing developing maintaining and
utilising the workforce in the enterprise to help in the
achievement of its objectives. The human factor in every
enterprise constitute of the most significant aspect
considered as the survival of that enterprises because every
business must ultimately depend the best possible effort of
the human beings working for it. So the management must
establish the best possible relationship between the people
working for the enterprise. Failure results in the poor HRM
and could make management in effective no matter how
efficient it is.
EVALUATING VACANT POSITIONS
The first step in responding to a vacancy is to review the
organizational needs and determine the most effective way
to support the company’s mission. Factors to consider
when evaluating a vacant position should include the
organization’s current business needs, program
requirements, as well as changes in the position’s reporting
relationship, duties, responsibilities and employment.
RECRUITMENT AND SELECTION
PROCESS
DXN’s recruitment goal is to attract and employ a highly
qualified and diverse workforce to provide quality services
to the company for long run. The focus of recruitment is
not merely to attract candidates but attract and hire
qualified candidates. The employment work profile is the
corner stone of the recruitment process and is the basis for
validating employment. The position should be assigned to
its proper career group and role and if appropriate a hiring
range is assigned.
The selection criteria are an essential part of recruitment
and selection process. It is important that the criteria be
directed to the core responsibility of the position that they
be job related. The selection criteria provide the foundation
and justification for the following.
• Manpower requisition
 • Screening out unqualified candidates

• Determining who will be interviewed

• Developing interview questions

• Determining whom to hire

The qualification of individuals depends upon their various

positions. Minimum qualification is the knowledge and
skills, education and experience that an applicant must
possesses in order to perform the critical job requirements.
JOB SPECIFIC INFORMATION
The content of the job announcement can take several
forms depending on the media used like agency website,
news paper line or display ads. The major agencies are as
follows: Supreme Consultancy, ATZ Consultancy, Sanj
Consultancy and Career Consultancy. The announcement
should communicate to the potential applicant’s essential
information about the job in an appealing and compelling
manner. It should relay to the applicants the features and
characteristics of the job. It is the first way an applicant
becomes interested in a job or an employer.
The purpose of screening is to eliminate the unqualified
applicant and to identify the promising candidates. The
main objective of the screening is to reject the unqualified
one for the job. This is usually done through a comparison
of the application or resume to the selection criteria.
INTERVIEW PROCESS
A set of interview questions should be developed in
advance and asked of each applicant and their responses
must be documented. Determine the qualities that are most
important for someone in the position and design questions
that can assess whether a candidate possesses them. The
questions should be job related and should elicit
information related to the applicant’s knowledge skills and
past experiences. The participants in the interview process
should have a clear understanding of the core
responsibilities.
INDUCTION TRAINING
A comphrensive orientation provides new employees with
information that will allove them to transition into the work
place and provide an overview of the department and the
company as a whole. It lays the foundation for the employs
entire career with the company. An effective training
provides communication between the supervisor and the
new employee, as well as providing the new employee with
the information and confidence that allows him/her to
successfully adapt to the new environment.
The goal is to make the orientation experience enjoyable
and memorable for the new employee. The topics to cover
during orientation include:
• History, mission and goals of the company

• Employee work profile

• Department and company norms

PERFORMANCE APPRAISAL
The performance appraisal is conducted on an annual basis.
The performance management expands the concept of
linking employee performance to pay. The main feature of
it includes fewer performance rating levels, an extended
probationary period for new employees, self assessment
and employee feedback on supervisor’s performance. The
summary of the annual achievement goals of the employee
and the remarks done by the superior is also mentioned in
the performance appraisal.
The employee should be evaluated on the basis of their
Skills, Knowledge, Attitude and Miscellaneous.
RULES AND REGULATIONS
1. Employ will be entitled to leave as per the company
policy

2. ESI, PF, Income Tax if any statutory deductions

will be made as per the relevant Act and Rules.
Salary will be paid according to the English
calendar month.

3. The employee shall readily and cheerfully obey and

execute lawful and responsible orders of the
company and its Directors.

4. During the period of service, the employee shall not

take any service or employment or assignment
elsewhere or engage directly or indirectly to work
of any other person, firm or company.

5. Any absence for a continuous period of ten days

without any prior approval of the management and
outstayed for more than ten days would make
employee to lose his /her service without any
notification or intimation.

CODE OF CONDUCT FOR STAFF

The code of conduct applies to all staff. The code
outlines in one document the guidelines for staff
conduct. It also provides guidance on how to exercise
 good judgement in ethical matters, and it includes
practical examples to illustrate how the rules can be
applied. The code clarifies and expands upon a number
of rules. The on use and disclosure of information
provide clear and practical guidance to staff.
• Act always honestly and impartially when
carrying out your duties

• Never make private use of nor disclose without

authorization, any confidential information you
obtain through your work.

• Avoid outside activity that could reasonably be

perceived as a conflict of interest

• Always treat others in a courteous and

professional manner.

GENERAL RULES
All staff of DXN has to report to the office on time.
Time Schedule
10:00 am-7:00 pm (Monday-Saturday)
Lunch Break 1:30-2:30
Sunday is holiday
SAFETY POLICY AND FIRE SAFETY
POLICY
1. Fire extinguishers are not to be removed from
their proper locations or discharge unless there is
a true fire emergency.

2. There are 20 fire extinguishers. It is placed in an

appropriate position,
 3. Safety signs and markings are not to be altered,
destroyed, covered or removed.

4. Fire and safety policy is a major criterion in

performance evaluation.

5. Excessively disorderly conditions and the storage

of excessive amounts of paper or recycles are
prohibited.

Conditions for HR strategy effectiveness

The following appear to be conditions that affect the

success of HRD strategies:

• An understanding of links between HRM and

business needs.
• Diagnostic skills to audit and take stock of existing
skill base in the light of anticipated changes.
• Sensitivity to changing internal situations during
major periods of change.
• Political skills to mobilise internal and external
forces to change, creating increasingly self-
reinforcing patterns of HRM.

The HRD in my point of view, should be in DXN:

• Business driven.
• Research driven.
• Process sensitive.
• Systems driven.
• Strategic thinker.
• Good human being.
• Value driven.
 • Change manager.
• Focused on issues.
• Moving away from recruitment and retention.
• Focused on value addition and people utilization.
• Focused on intellectual capital generation,
utilization and multiplication.

Business driven

Business driven does not necessarily mean that one should

work only in profit-oriented organisations. Over a period of
time, the distinction between profit and non-profit
organisations is becoming thinner. Non-profit organisations
are becoming profit-oriented and profit-oriented
organisations are becoming philanthropic. Irrespective of
the organisation he/she works for, the HRD manager
should be driven by the business or the purpose or the
activities for which the organisation was set-up. When I say
business driven, I mean he/she should be concerned single-
mindedly with the goals and missions of the organisation.
He should become a partner in the business or a
shareholder of the dreams of the founders and others who
have set up the organisation. Without the single-minded
devotion to goals and the mission of the organisation, the
HRD managers cannot do perfect justice to their role.

The following is a checklist of indicators of the extent to

which the individual is business driven:

• Short-term and long-term awareness of the goals of

the organisation.
 • Feel an integral part of the mission and vision of the
organisation.
• Awareness of all products and services of the
organisation.
• Awareness of the financial details of the
organisation where the income or the money is
coming from and where it is going, etc; able to read
the balance sheet of the organisation.
• Awareness of the technology used by the
organisation (its various functions, departments,
SBUs, etc, if it is an NGO, the pedagogy used,
methods of intervention used, philosophy, etc, if it
is an educational institution, various methods of
learning forms, including online learning, distance
education, etc, and its location in world trends.
• Aware of the costs of technology and finance.
• Sources of technology and costs.
• Future potential for business and organisations’
market share or contributions to society. Awareness
of the future market potential of the organisation.

Research driven

Even if HRD do not undertake research themselves, they

should be willing to base their judgments and strategies on
scientific enquiry and research findings. They can make a
lot of difference.

• Know research and its potential in raising the right

kind of answers.
• Use research as a strategic tool to enhance the
output of human resources.
 • Use research to motivate and develop competencies
of people.
• Use research to find out human capacity enablers,
change management tools and efficiency and
effectiveness of individuals, roles, teams and the
organisation.

Process sensitive

One should be aware of the internal processes and

mechanisms. The internal processes may include the work
organisation, organizational structure, its functionalities
and dysfunctional ties, etc. He should be sensitive to the
processes and their costs as well as benefits. The processes
may include the decision-making culture, values, norms,
etc.

• Aware of the way the tasks are allocated.

• Aware of the people processes and their strengths
and weaknesses.
• Understanding the character of the organisation.
• Aware of the internal structure.
• Aware of the way similar organisations are
structured.
• Aware of the process and process dynamics.
• Knowledge of organisational structures and their
positive and negative consequences.
• Sensitive to process dynamics.
• Aware of conflict and their sources.
• Aware of the way that structures interact with
people and produce dynamics.
 • Aware of the meaning of synergies and the way
synergies can be built.
• Aware of the way the organisation does its business
and the culture of the organisation.
• Aware of the norm values and other internal
processes.
• Aware of the way the organisation functions.

Systems driven

• Highly systematic, believes in systems as strengths.

• Understands the limitations of systems, specially
people systems and at the same time, appreciates
their utility.
• Sees a system as enhancing predictability and
controllers of costs and overheads.
• Sees systems as simplifiers of life and enhancers of
organizational effectiveness.
• Should be a promoter of all systems.
• Should appreciate the need for HRD systems.
• Aware of a variety of systems dealing with other
functions and their advantage: TQM, ISO, MIS,
SAP, ERP, HRIS, Financial Information Systems,
etc.
• Thinks in a positive way about systems and their
use.

Strategic thinker

• Aware of company strategies.

• Participates in strategy formulation.
• Thinks long-term for the company.
 • Strategic thinker.
• Aware of the best practices in different functions
and of different companies globally in related
businesses.
• Knows the structure of organisations. Aware of
strategies used by competitors and collaborators.

CUSTOMER SERVICE DEPARTMENT

INTRODUCTION

Customer Service Department satisfy the various needs of

the customer. So it is very important to have the talent to
satisfy the customers several types of queries. There are
lots of customers problems are faced by this department
and it is solved in a highly professional touch.

FUNCTIONS

DXN keeps a special format for various types of customer

need. When they get the various problems from the
customers through mail or letter then the department
opened a special file regarding through that. These
departments have also created various customers problem.
These problems are classified under seven heads. They are
as follows.

1. Bonus related (customer service)

2. Newsletter related(customer service)

3. Finance related(finance department)

4. Identity card(data entry department)

 5. Consignment related(ware house
department)

6. Unethical activities(customer service and

stockist department)

7. Others

CUSTOMER SERVICING

PURPOSE

• To ensure there is proper procedure and

control for services provided to distributors/
customers

• To ensure there is proper record and

documentation for services provided to
distributors/ customers

They handle telephone calls, receiving walk in

customers, fax, letter, email, front office
decoration and extended services.

BONUS RETURN RECTIFICATION

PURPOSE

• To ensure there is proper procedure and

control for handling and maintaining
complaints or queries related to returned
bonus
 • To ensure proper record and
documentation

PROCEDURE

Receiving returned bonus

Updating correct address

Requesting address
confirmation

COMPLAINT PERTAINING TOmember

Feedback from CSD
/sponsor
PURPOSE

• To ensure there is proper procedure for

complaint handling pertaining to CSD

• To ensure solving of consumer queries

with a part time limit

• To maintain proper record of all the

complaint in the data bank

• To ensure there is customer satisfaction

 CHAPTER 2
RESEARCH
METHODOLOGY
RESEARCH METHODOLOGY:
The purpose of methodology section in the project making
is to describe research process that is followed while doing
the main part. This would however include the project
design, sampling procedure, and data collection method.
The methodology that will be followed during the
preparation of the project will be:

Research definition
Research is a common parlance refers to search for
knowledge; one can define research as a scientific and
systematic search for pertinent information on a specific
topic. In fact , “ research is an scientific investigation ”.
According to Redman and Mory:
“Research is a systematical effort to gain new knowledge”

Problem description
The first step in research methodology is to find the
problem. Someone says that if a problem is defined well
then it will give us half of the answer and a poorly defined
problem creates confusion for the researchers.

Two types of data resources are used:

1) Primary data
2) Secondary Data
Primary Data- Primary data is that kind of data which is
collected by the investigator himself for a specific study.
The data search collected is original in character. The
advantage of this method of collection is the authentic.
a) Survey through Questionnaire: A set of
questions was put together in the form of
questionnaire to collect the information from
customers in Delhi.

b) Personal Interviews and meetings:

Information about the products was also
collected from the bank, and the internal
information about the organization was also
collected from sales representative of Standard
Chartered bank through personal visit.

Secondary Data- When an investigator uses the data that

has been already collected by others is called secondary
data. The secondary data could be collected from Journals,
Reports and various publications. The advantages of
secondary data can be –It is economical in terms of money
and time spends.

Presentation of data
The data collected is of no use unless and until it is given in
a presentable form. Thus after proper organization, the data
is given in a presentable form with complete details with
the help of bar diagrams, charts………...

Analysis of data
The data is carefully analyzed keeping in consideration
both the pros and cons for the purpose of arriving at
concrete conclusions. Graphical technique is adopted for
the analysis. All the important graphs relating to the
delivery channel is explained for the analysis.

Interpretation of data
After carefully analyzing the data, it has been aptly
interpreted in order to give concrete conclusions and proper
recommendations. Proper interpretation of the graphs has
been explained so that one can easily take the decision and
interpret the position of the rural insurance in comparison
with urban insurance.

MODE OF COLLECTING DATA:

§ Primary data : interaction with

employees and customers

§ Secondary data : books, business

magazines, journal.
 STATISTICAL TOOLS USED
The next step is to extract the pertinent information from
the collected data. In this report the collected data is
tabulated and presented with the help of relevant statistical
tools. The bar charts and pie-charts with percentage were
prepared to render the impact of study.
• Microsoft Excel.
 RATIONALE OF THE STUDY:
• It gives us the information regarding working of
DXN.
• It provides knowledge regarding the level of
satisfaction customers from the product and services
point of view they are satisfied with the present
services of the company or not.
• It provides knowledge about what are the various
code of conduct of the staff members which they
should follow in the company premises.
• Through this study we get to know how DXN
recruits and selects its employee through various
stages.
• It provides us the knowledge about how Ganoderma
is cultivated by using natural materials such as rice
chaff and saw dusts instead of chemical fertilizers.
• It provide knowledge how customer service
department solve lots of customers problems are
faced by this department and it is solved in a highly
professional touch.
 SCOPE OF THE STUDY

This project work a wide scope from consumers to the

company itself, it is of great importance. Some of them are
given below :-
1. This project is useful for the company to know about
the present condition of the company in the market and
the views of the customer. The questionnaire provided
here helps the bank to know the Customer wants and
satisfaction . The analyses and interpretation of the data
provides the DXN the feedback which is of great
importance. Company can modify its such a way that
the need of the customer are properly fulfilled.
 OBJECTIVES OF THE STUDY

• To know about the level of satisfaction of the

customers to the product and company point of
view.
• To study about the various HR policies followed by
the company for recruitment, selection, induction,
and training.
• To know more about the product range offered by
the company to its customers.
• To get the practical as well as the theoretical
knowledge regarding the company management
system.
• To know that Company follows proper procedure
and control for handling and maintaining
complaints or queries of the customers.
• To study about the Ganoderma and its medicinal
properties and cultivation process of Ganoderma.
 LIMITATIONS
Due to the following unavoidable and uncontrollable
factors the result might not be accurate. Some of the
problems faced while conducting the survey are as
follows:-
• Sample size during the survey could not be taken
higher due to time constraint.
• People mind set about the survey was an
obstacle in Acquiring complete information &
positive interaction.
• In-depth hr information could also not be attained
due to the policies of the company.
• There may be some concepts and standards which
could be of high nature and are not easy to
understand.
• There may be some biasness in the answers of the
respondents.
• Mindset of people may very depending upon their
age, gender, income etc.
• Time & Money constraint is there.
 CHAPTER 3
DATA
ANALYSIS &
INTERPRETATI
ON
1. How satisfied are you with the quality of the product?

1=2 2=2
3=7 4-8
5=11

Quality of the product

12 11

10
8
8 7

6 Series1

4
2 2
2

0
1 2 3 4 5
No. of responents

36.6% of the people are very satisfied with the quality

of the product which is very good for the company and
company needs not to worry about the quality of the
product. Only 6.66% of the people of the customer does
not satisfied with the product which is very less may be
they didn’t get the right product or the product doesn’t
work for them.

2. How satisfied are you with the price of the product?

1=2 2=4
3=8 4=9
5=7

Price of the product

9
8
7
6
5 9
8 Series1
4 7
3
2 4

1 2

0
1 2 3 4 5

30% of the customer are satisfied with the price of the

product which is not very high, only 23.3% of the
customers are satisfied with the price of the product
which is very less. So that company needs to reduce
their prices.
3. How satisfied are you overall with the service you
received?

1=2 2=3
3=7 4=8
5=10

Services received

7%
10%
33% 1
2
3
23% 4
5

27%

33% of the customers are very satisfied with the

services they received which is the highest only 7% of
customers are not satisfied with the price of the product
so it is to get the idea that customers are very satisfied
with the services they received.
4. How satisfied are you with the speed in which the
product was delivered?

1=2 2=4
3=7 4=8
5=9

Speed of product delivered

7%

13%
30%
1
2
3
4
23% 5

27%

30% of the customers are very satisfied with the

delivery of the product which is the highest. 27% of the
customers are satisfied and only 7% of customers
dissatisfied with the delivery of the product.
5. How satisfied are you with the ease of contacting the
person you needed?

1=1 2=3
3=6 4=9
5=11

Contacting of the person

12

10

6 Series1
11
9
4
6
2
3
1
0
1 2 3 4 5
No. of respondents

36.6% of the customers are very satisfied with the

contacting person they need which is very high, 30% of
the customers are satisfied with the contacting person
they need which is very good for the company.
6. How satisfied are you with the clarity of information
or advice provided?

1=0 2=3
3=8 4=10
5=9

Clarity of Information

12
10
10 9
8
8

6 Series1

4 3

2
0
0
1 2 3 4 5
No. of respondents

33.33% are satisfied with the information they received

but only 20% customers are very satisfied which is not
very high it means company should simplify the
information they provide to the customers.
7. How satisfied are you with the time taken to respond
to telephone enquiries?

1=1 2=3
3=8 4=9
5=9

Response to telephone enquiries

3%
10%

30%
1
2
3
27%
4
5

30%

60% of the people are satisfied with the time taken in to

solving their queries received which is very high. Only
one customer is not satisfied because when he was called
up in the company, staff people does not able to reply in
time.
8. How satisfied are you with how your telephone
enquiries were dealt with?

1=1 2=4
3=7 4=8
5=10

dealing to telephone enquiries

12
10
10
8
8 7

6 Series1
4
4

2 1

0
1 2 3 4 5
No. of respondents

33.33% of the customers are very satisfied to the staff

members in solving their problems over phone is very
good. Only 3% customers are not satisfied which is very
less.
9. How satisfied are you with the time taken to respond
to written /postal enquiries?

1=1 2=3
3=9 4=8
5=9

Respond to postal enquries

10
9
8
7
6
5 Series1
4
3
2
1
0
1 2 3 4 5
No. of respondents

30% of the customers are neither satisfied nor satisfied

with the response to their postal enquiries which is
equal to the very satisfied people.26.6% of the
customers are satisfied with the services they received.
So, that company need to focus bit to improve their
postal services.
10. How easy was it to find information on the Scheme?

1=2 2=3
3=7 4=9
5=9

Information scheme

7%
10%
30%
1
2
3
23% 4
5

30%

60% of the customer are satisfied with the information

scheme they received, they will easily make out the
schemes they received. 23% are neither satisfied nor
dissatisfied because they are not much educated to get
the all information.
11. How easy was it to understand and complete the
membership form?

1=3 2=4
3=8 4=9
5=8

Membership form

9%
25%
13%
1
2
3
4
5
25%
28%

25% of the customers are satisfied with the membership

forms which is comparatively less than the satisfied
customers. 9% customers are strongly dissatisfied
because they need to find the existing customer of the
company to which is difficult to find out some time.
12. How satisfied are you with the relevant knowledge
of the staff you dealt directly with?

1=1 2=3
3=8 4=8
5=10

dealing of customers

3%
10%

33% 1
2
3
27%
4
5

27%

33% customers are very satisfied with the knowledge of

the staff members they directly deal they provide them
the exact information they needed on time. Only 13% of
the customers are dissatisfied which is not very high.
13. How satisfied are you with the courtesy of the staff?

1=1 2=2
3=7 4=8
5=12

Courtesy of the staff

14
12
10
8
Series1
6
4
2
0
1 2 3 4 5
No. fo respondents

40% of the customers are very satisfied with the

courtesy of the staff people, 26.66% are satisfied with
the courtesy of the staff people only 3% customer are
not dissatisfied with the courtesy of the staff people
which is very less.
14. How satisfied are you with the helpfulness of the
staff?

1=1 2=3
3=8 4=9
5=8

Helpfulness of the Staff

10 9 9
9 8
8
7
6
5 Series1
4 3
3
2 1
1
0
1 2 3 4 5
No. of respondents

56.66% of the customers are satisfied with the

helpfulness of the staff personnel, 13.33% customers are
dissatisfied with the helpfulness of the staff personnel.
Which is again not very high so one can easily make out
staff members are very helpful.
15. How satisfied are you that the staff showed interest
in you as an individual / treated you as a valued
customer?

1=1 2=3
3=7 4=9
5=10

Treating of customers

3%
10%

34% 1
2
23% 3
4
5

30%

54% of the customers are satisfied with the treating

them as valued customers, because there is most of the
time meeting is organized by the company to solve the
problems of the customers.23% of the customers are
neither satisfied nor dissatisfied with treating them
because some time customer does not get convinced and
do not buy the products that time staff does not pay
great attention towards the customer.
16. How satisfied are you with the way problems were
resolved?

1=0 2=3
3=7 4=9
5=11

Resolving of problem

0% 10%

37% 1
23%
2
3
4
5

30%

67% of the customers are satisfied with the solving of

their queries because every problem is discussed with
the experienced people of the company. So that
customers does not face any problem in future.
CHAPTER 4
MAJOR
FINDINGS
MAJOR FINDINGS OF THE STUDY

• Quality of the DXN products is very good and most

of the customers are satisfied with the products of
the company and they given the good ranking to the
products.
• Price of the company products is bit high and most
of the customers do not satisfy with the price of the
product.
• Services provided by the company is quite good and
most of the customers likes the services received by
the company.
• If customer have any queries than company
personnel available to solve their queries and if
customers face any problem they can easily contact
the person they need.
• The information which is related to bonus and
points did not understandable by some of the
customers because it is bit critical.
• Most of satisfied are with the time taken to respond
to telephone enquiries because according to them
the staff personnel puts sincere efforts to solve the
queries of the customers.
• Customers are satisfied with the time taken to
respond to written /postal enquiries because but
some time there is a delay too in responding the
queries. But most of the time it is satisfactory.
• Information schemes are in understandable form but
some time there is difficulty in understanding the
information.
• Most of the time customers understand and
complete the membership form easily but some
time they face problems because they need to find
the existing customer of the company which is
difficult to find out some time.
• Most customers are very satisfied with the
knowledge of the staff members they directly deal
they provide them the exact information they
needed on time.
• Most of the customers are very satisfied with the
courtesy of the staff people because they treat them
very well.
• Most of the customers are satisfied with the
helpfulness of the staff personnel, but on the other
hand many of the customers are neither satisfied nor
dissatisfied with the helpfulness of the staff
personnel.
• Many of the customers are satisfied with the
treating them as valued customers, because there is
most of the time meetings organized by the
company to solve the problems of the customers.
• Most of the customers are satisfied with the solving
of their queries because every problem is discussed
with the experienced people of the company. So
that customers does not face any problem in future.
CHAPTER 5
CONCLUSION
&
RECOMMEND
ATION
 CONCLUSION &
RECOMMENDATION

• Most customers are neither satisfied nor dissatisfied

with the helpfulness of the staff personnel staff
personnel need to always help the customers and
superior must take care of that whether the staff
member treating the customers properly or not.
• The company should low down the prices of their
products without compromising the quality so as to
survive in today competitive world and to satisfy
the customers wants and desires.
• The company can go for advertising of its products
as most of the people do not know about the
products so to create more awareness & increasing
the customer base.
• The information which is related to bonus and
points did not understandable by some of the
customers because it is bit critical so, that company
should simplify their bonus schemes.
• Some time customer face problems in filling up
membership because they need to find the existing
customer of the company which is difficult to find
out some time. To remove this barrier company
should simplify its policy.
• In market now a days various competitors of the
company like Amway, Oriflame, Avon, Medicare
and many more in this time company should more
focus on retaining the existing customer and try to
attract new customers by providing them some new
 and attractive products.

• Company ensure there is proper procedure and

control for services provided to customers and there
is proper record and documentation for services
provided to customers.
 REFRENCES

WEBSITES:

http://www.dxn-india.com/products.asp,

Last accessed on 25th aug, 8:30pm

http://realhealth2wealth.com/dxn_membership
_form.htm

Last accessed on 28th aug, 6:30pm

http://realhealth2wealth.com/products.htm

Last accessed on 20th aug, 9:00pm

http://www.mlmthegame.com/network-
marketing-history.html

Last accessed on 27th aug, 7:00pm

MAGAZINES:

DXN- Obtainer Magazine

DXN Magazine vol 2, issue 1

DXN Magazine vol 2, issue 1

 QUESTIONNAIRE

Organisation Name: Daehsan Trading India Pvt Ltd

Contact Name:
Email Address:
Contact Tel (inc. STD):
Date:

Instructions
When responding to the questionnaire, please use the following
scores: The scores correspond to the following:
5 = very satisfied
4 = satisfied
3 = neither satisfied, nor dissatisfied
2 = dissatisfied
1 = very dissatisfied

Product

1. How satisfied are you with the quality of the product?

1 2 3 4 5
2. How satisfied are you with the price of the product?

1 2 3 4 5

Delivery

3. How satisfied are you overall with the service you received?

1 2 3 4 5
4. How satisfied are you with the speed in which the product was
delivered?

1 2 3 4 5

Communications

5. How satisfied are you with the ease of contacting the person
you needed?

1 2 3 4 5

6. How satisfied are you with the clarity of information or advice

provided?

1 2 3 4 5

7. How satisfied are you with the time taken to respond to

telephone enquiries?

1 2 3 4 5

8. How satisfied are you with how your telephone enquiries were
dealt with?

1 2 3 4 5

9. How satisfied are you with the time taken to respond to

written /postal enquiries?

1 2 3 4 5

10. How easy was it to find information on the Scheme?

1 2 3 4 5
11. How easy was it to understand and complete the membership
form?

1 2 3 4 5

Quality of Staff

12. How satisfied are you with the relevant knowledge of the
staff you dealt directly with?

1 2 3 4 5

13. How satisfied are you with the courtesy of the staff?

1 2 3 4 5

14. How satisfied are you with the helpfulness of the staff?

1 2 3 4 5

15. How satisfied are you that the staff showed interest in you as
an individual / treated you as a valued customer?

1 2 3 4 5

Problem Solving

16. How satisfied are you with the way problems were resolved?

1 2 3 4 5

17. Please use the space below for any further comments to your
responses, or any suggestions on how we could improve our
services.
CHAPTER
INTRODUCTIO
N