A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN NUTRO VESSELS

INDO GROUPS LIMITED AT SALEM.

CHAPTER 1
INTRODUCTION:-

The biggest management challenge in the new millennium of liberalization and globalization for
a business is to serve and maintain good relationship with the king the customer.
In the past producers took their customers for granted, because at that time the customers were
not demanding nor had alternative source of supply or suppliers. But today there is a radical
transformation. The changing business environment is characterized by economic liberalization,
increasing competition, high consumer choice, demanding customer, more emphasis on quality
and value of purchase etc. All these changes have made today’s producer shift from traditional
marketing to modern marketing. Modern marketing calls for more than developing a product,
pricing it, promoting it and making it accessible to target customer. It demands building trust, a
binding force and value added relationship with the customers. The process of developing a
cooperative and collaborative relationship between the buyer and seller is called customer
relationship management shortly called CRM.

CRM (CUSTOMER RELATIONSHIP MANAGEMENT):-

CRM (customer relationship management) is an information industry term for methodologies,
software, and usually Internet capabilities that help an enterprise manage customer relationships
in an organized way. For example, an enterprise might build a

database about its customers that described relationships in sufficient detail so that management,
salespeople, people providing service, and perhaps the customer directly could access
information, match customer needs with product plans and offerings, remind customers of
service requirements, know what other products a customer had purchased, and so forth.
According to one industry view,
CRM consists of
 Helping an enterprise to enable its marketing departments to identify and target their best
customers, manage marketing campaigns and generate quality leads for the sales team.
 Assisting the organization to improve telesales, account, and sales management by
optimizing information shared by multiple employees, and streamlining existing
processes (for example, taking orders using mobile devices)
 Allowing the formation of individualized relationships with customers, with the aim of
improving customer satisfaction and maximizing profits; identifying the most profitable
customers and providing them the highest level of service.
 Providing employees with the information and processes necessary to know their
customers understand and identify customer needs and effectively build relationships
between the company, its customer base, and distribution partners

AIMS OF CRM:-
 The CRM is a new technique in marketing where the marketer tries to develop long term
relationship with the customers to develop them as life time customers. CRM aims to
make the customer climb up the ladder of loyalty.
 The company first tries to determine who are likely prospects i.e. the people who have a
strong potential interest in the product and ability to pay for it.
 The company hopes to convert many of its qualified prospect into first time customers
and then to convert those first time customers into repeat customers.
 Then the company tries to convert these repeat customers into clients – they are those
people who buy only from the company in the relevant product categories. The next
challenge for the company is to convert these clients into advocates.
 Advocates are those clients who praise the company and encourage others to buy from it.
The ultimate challenge is to convert these advocates into partners where the customers
and the clients work actively together to discover ways of getting mutual benefit.
 Thus in CRM the key performance figure is not just current market share but share of life
time value by converting customers into partners. In CRM the company tries to identify
that small percentage (20%) of key account holders whose contribution to the company
 revenues is high (80%). So from this point of view, CRM is also known as KEY
ACCOUNT MANAGEMENT.

WHY – CUSTOMER RELATIONSHIP MANAGEMENT

 A satisfied customer in 10 years will bring 100 more customers to the company.
 It costs 7 times more to attract a new customer than to serve an old one.
 20% of the company’s loyal customer’s account for 80% of its revenues. (Pareto’s
principle).
 The chances of selling to an existing customer are 1 in 2; the chances of selling to a new
customer are 1 in 16.

BENEFITS OF CUSTOMER RELATIONSHIP MANAGEMENT:-

A Customer Relationship Management system may be chosen because it is thought to provide

the following advantages:
 Quality and efficiency
 Decrease in overall costs Decision support
 Enterprise ability
 Customer Attentions
 Increase profitability
 Improved planning
 Improved product development

CUSTOMER SERVICE

CRM software provides a business with the ability to create, assign and manage requests made
by customers. An example would be Call Centre software which helps to direct a customer to the
agent who can best help them with their current problem. Recognizing that this type of service is
an important factor in attracting and retaining customers, organizations are increasingly turning
to technology to help them improve their clients’ experience while aiming to increase efficiency
and minimize costs. CRM software can also be used to identify and reward loyal customers
which in turn will help customer retention. Even so, a 2009 study revealed that only 39% of
corporate executives believe their employees have the right tools and authority to solve client
problems.

Increase in customer retention Customer satisfaction ratings improved Service calls deflected
from call center to online forum Reduction in overall customer service costs

MARKETING:

CRM systems for marketing help the enterprise identify and target potential clients and generate
leads for the sales team. A key marketing capability is tracking and measuring multichannel
campaigns, including email, search, social media, telephone and direct mail. Metrics monitored
include clicks, responses, leads, deals, and revenue. Alternatively, Prospect Relationship
Management (PRM) solutions offer to track customer behavior and nurture them from first
contact to sale, often cutting out the active sales process altogether. In a web-focused marketing
CRM solution, organizations create and track specific web activities that help develop the client
relationship. These activities may include such activities as free downloads, online video content,
and online web presentations Product- or company-related postings Positive product comments,
reviews Visitors following link from social channel to online store’s URL Visitors referred to
website from online friend

SALES:-

SALES FORCE AUTOMATION

(SFA):

Involves using software to streamline all phases of the sales process, minimizing the time that
sales representatives need to spend on each phase. This allows a business to use fewer sales
representatives to manage their clients. At the core of SFA is a contact management system for
tracking and recording every stage in the sales process for each prospective client, from initial
contact to final disposition. Many SFA applications also include insights into opportunities,
territories, sales forecasts and workflow automation. More sales lead with expressed interest or
need Increase in referrals Reduce cost per lead acquired Key social influencers identified and
engaged (invited to write a blog, for instance, or otherwise participate in a company’s online
community) Overall increase in online sales and/or online customers High response rate to
coupon or promotion offered on Facebook or other social channel Increased purchasing from
social channel visitors vs. regular online visitors

PRODUCT DEVELOPMENT:-

New ideas for future products or services generated via contests or “crowd sourcing,” in which
online groups brainstorm and then vote on best ideas Responses to online surveys to vote on new
product features or upgrades

Horizontal vs. Vertical:-

Major CRM vendors offer horizontal CRM solutions. In order to tailor a horizontal CRM
solution, companies may use industry templates to overlay some generic best practices by
industry on top of the horizontal CRM solution. Horizontal CRM vendors may also rely on value
added reseller networks of systems integrators to build vertical solutions and sell them as 3rd
party add-ons or to come in and customize the solution to fit into a particular scenario. Vertical
CRM vendors focus on a particular industry. As a general rule of thumb in CRM, it is ten times
more costly to build a vertical solution from a horizontal software program than it is to find a
particular vertical solution that is already tailored to your business model and industry.

HOW TO INTRODUCE CRM IN THE COMPANY

Four key steps for putting one to one marketing program to work
Step 1: Identify your customers:
To launch a one to one initiative the company must be able to locate and contact a fair number of
customers or at least a substantial portion of its valuable customers. It is crucial to know the
customer details as much as possible, not just their names or address, but their habits, preferences
and so forth.
Step 2: Differentiating your customers
Customers are different in two principal ways; they represent different levels of value and have
different needs. Once the company identifies its customers differentiating them will help the
company to focus its efforts to gain the most advantage with the most valuable customers.
Step 3: Interacting with the customer
Interaction is also a crucial component of a successful CRM initiative. It is important to
remember that interaction just not occur through marketing and sales channels, customer interact
in many different ways with many different areas of the organization so to foster relationship all
the areas of the organization must be accessible to the customer.
Step 4: Customize your enterprise’s behaviour
Ultimately to lock a customer into a relationship a company must adapt some aspect of its
behaviour to meet customer’s individually expressed needs this might mean mass customizing a
manufactured product or it might involve tailoring some aspect of the service surrounding the
product.

CHALLENGES:-
Successful development, implementation, use and support of customer relationship management
systems can provide a significant advantage to the user, but often there are obstacles that obstruct
the user from using the system to its full potential. Instances of a CRM attempting to contain a
large, complex group of data can become cumbersome and difficult to understand for ill-trained
users. The lack of senior management sponsorship can also hinder the success of a new CRM
system. Stakeholders must be identified early in the process and a full commitment is needed f

CONCEPTUALIZATION:-
A firm in paint industry has to maintain good relations with its customers. They have to retain
the customers for a long time to avail the benefit of their relations. The customer relationship
management is one of the effective tools to identify, establish and maintain relationship with the
customers.
OBJECTIVES OF CUSTOMER RELATIONSHIP MANAGEMENT

 To study the current practices of CRM.

 To find out the impact of CRM on the profitability of the organization.
 To study the factors affecting the CRM practices.
 To study the role of information technology in CRM.

OBJECTIVE OF THE STUDY:-

 This step is also research problem. Problem definition is the most critical part of the
research process. Research problem definition involves specifying the information
needed by management.
 To study the awareness of NUTRO VESSELS INDO GROUPS LIMITED AT
SALEM.
 To find out the level of customer satisfaction with the offers, discount and services
offered by NUTRO VESSELS INDO GROUPS LIMITED AT SALEM.

NEED OF THE STUDY

 It is certain that the internet will continue to change the ways customers and
organizations interact with one another in terms of speed and ease.
 This fact requires that the integration of internet technology into CRM activities occur at
all levels throughout the organization.
 Thus, it would be wrong to say that keeping its customer satisfied is in the best interests
of the organizations.
 The purpose of this study is to bring insight and deeper understanding into the objectives,
strategies and the expected benefits of CRM initiatives by the organization.
 Reason for selecting Primary Data
 In terms of primary data a questionnaire has been used to interview desire sample units
that give accurate and up to data information as well better to research problem.

RESEARCH METHODOLOGY
 Research methodology is away to systematically solve research problem. In it we study
the various steps that are generally adopted by researcher in studying his research problem along
with logic behind them. It is necessary for a researcher to know not only the research
method/techniques but also the methodology. It may be noted, in the context of planning &
development that the significance of research lines in its quality and not in quantity. Researcher
should know how to apply particular research techniques, but they also need to know which of
these methods or techniques, are relevant and which are not, and what would they mean and
indicate and why? Meaning of Research “Research is common parlance refers to a search for
knowledge. In fact research is an act of scientific investigation.” The project was divided in to
the following steps.

STEPS OF RESEARCH
RESEARCH DESIGN
Research design involves defining the research problem, determining how to collect the data and
from whom, establishing the way the data will be analyzed estimating costs and the preparation
of the research approach. For this study, descriptive research was selected.

COLLECTION OF DATA
 PRIMARY DATA
 SECONDARY DATA

PRIMARY DATA
Primary data is that data which is collected for the first time. These data are basically observed
and collected by the researcher for the first time. I have used primary data for my project work.

SECONDARY DATA
Secondary data are those data which are primarily collected by the other person for his own
purpose and now we use these for our purpose secondlrom all executives before beginning the
conversion. But the challenges faced by the company will last longer for the convenience of their
customers. Additionally, an interface that is difficult to navigate or understand can hinder the
CRM’s effectiveness, causing users to pick and choose which areas of the system to be used,
while others may be pushed aside. This fragmented implementation can cause inherent
challenges, as only certain parts are used and the system is not fully functional. The increased
use of customer relationship management software has also led to an industry-wide shift in
evaluating the role of the developer in designing and maintaining its software. Companies are
urged to consider the overall impact of a viable CRM software suite and the potential for good or
bad in its use.
RESEARCH APPROACHES:
- Primary data can be collected in five main ways: through Observation, focus groups, surveys,
behavioural data, and experiments.

RESEARCH INSTRUMENTS:-
Marketing researchers have a choice of three main research Instruments in collecting primary
data:

QUESTIONNAIRES:
A questionnaire consists of questions presented to respondents for their answers. Because of its
flexibility, the questionnaire is by far the most common Instrument used to collect primary data.
Questions can be open-ended or closed-Ended

CHAPTER SCHEME
 Chapter i deal with the introduction, review of literature and research methodology
 Chapter ii deals with the company & industry profile
 Chapter iii deals with the data analysis and interpretation
 Chapter iv deals with the finding, suggestion and conclusion
 CHAPTER II

Review of Literature

Vishal Kumar Laheri, Research Scholar FMS, University of Delhi, Delhi, India.
Anupam, Research Scholar, FMS, University of Delhi, Delhi, India.
Marketing as a discipline has evolved over a period of time where the traditional concept imparts
that goods were produced to be sold to the customers and the modern marketing states that goods
are produced according to the needs and demand of the customers. The current marketing
management emphasises on satisfying the needs of the customers without any environmental
degradation. The present study selected organic food and cosmetic product categories for
assessing the decision of the consumers towards such products. A total of six manufacturers,
three each from organic food and organic cosmetic products were interviewed to gain insights
about the organic industry in India. In the second phase, 45 respondents were interviewed to
examine their purchase decision with respect to organic food and cosmetic products. The results
indicate that consumers are not so much aware about the organic products. The study identified
certain enablers and barriers of organic food purchase which will offer guidelines to the
marketers so as to understand the attitude and preferences of consumers towards organic food
and cosmetic products.

Eva Muller(1954) reported a study where only one-fourth of the consumers in her
sample bought with any substantial degree of deliberation. The Marshallian
model ignores the fundamental question of how product and brand preferences are formed.

Lee (2005), carried out study to learn the five stages of consumer decision making process in the
example of China. The researcher focuses on the facts that affect the consumer decision making
process on purchasing imported health food products, in particular demographic effects such as
gender, education, income and marital status. The author employed questionnaire method in
order to reach the objectives of the research. Analysis of five stages of consumer decision
making process indicate that impact of family members on the consumer decision making
process of purchasing imported health food products was significant.

Blackwell et al (2006) Five Stages Model of consumer decision making process has also been
studied by a number of other researchers. Although different researchers offer various tendencies
towards the definitions of five stages, all of them have common views as they describe the stages
in similar ways. One of the common models of consumer decision making process has been
offered.

P. Guru Ragavendran et al (2009) emphasized in their research that the survey helped them in
understanding the consumer perception on brand awareness and position of product in the
market. It was observed that consumer’s expectations were quality, benefits offered and
packaging of shampoos. Based on the results obtained, integrated marketing communication was
suggested; as a result an improvement of 8% to 12.6% was observed in target population.

[Samojlik, 2013]Herbal Medicines are used in the modern day for health maintenance, the
treatment or prevention of minor ailments and some chronic diseases, and they are often taken in
addition to conventional medicine in the more serious and/or chronic conditions.

[Brower; 1998]The Indian herbal drug market is about $ one billion and the export of herbal
crude extracts is about $ 80 million. The sales of these drugs account for almost 50% of the
herbal medicine market.

(Sharma, Shanker, Tyagi, Singh, & Rao, 2008)A WHO (World Health Organization) study
estimates that about 80 percent of world population depends on natural products for their health
care instead of modern medicines primarily because of side effects and high cost of modern
medicine.
(WHO & Kumar &Janagam, 2011)The worldwide herbal market products are around $6.2
billion and estimated to reach $5 trillion by the year 2050

(Kotler, Keller, Koshy, & Jha,2014)marketing, perceptions are more important than reality
because perceptions affectconsumers‟ actual behaviour.

According to Kurtz and Boone, (2006) different people have different perceptions of objects or
events based on theinteractions of two types of factors that are stimulus factors and individual
factors.
 CHAPTER III

NUTRO VESSELS INDO GROUPS LIMITED

COMPANY PROFILE

ABOUT NUTRO VESSELS INDO GROUPS LTD:

Nutro Boilers Engineering began manufacturing boilers in Establishment 2002. The company
CEO – G. Perumal Managing Director,- P.Anbhuselvan, As the demand for boilers grew,
Nutro vessels indo groups Ltd was soon in need of a larger facility. In 2002. Nutro vessels indo
groups Ltd broke ground for a new factory just south of Los Angeles in an area where orange
groves once stood. Just down the street was Downey’s North American Rockwell plant that built
many of the Apollo spacecraft and another company that made Apollo Motor Homes. In 2006,
Nutro vessels indo groups Ltd opened a second plant in Puerto Rico to better serve East Coast
customers. A few years later, the finished interstate highway system made this plant obsolete and
it closed.

Much has changed since then. The Apollo factory closed and became a movie studio. The motor
home facility now makes trolley tourist buses. One thing that hasn't changed is that Nutro vessels
indo groups Ltd is still making boilers in Southern California. The reasons for that can be found
in these beliefs that shape our family owned business:

 We believe our boilers and tanks should be built to last.

 We believe boiler maintenance should be simple.
 We believe in treating customers with respect.
 We believe in helping boiler operators and owners understand our products.
 We keep a file on every boiler we've ever built. We may know more about your Nutro
vessels indo groups Ltd than you do.
 We believe in research, development and long term testing.

We recently moved to a new location in nearby Commerce, California. We were

fortunate to find a building twice as large as our former one and yet close enough to retain all our
employees. We have just completed a new R&D lab with full boiler testing and demonstration
capability. We have also added a machine shop to enhance our manufacturing processes.

From our dependable steam and water boilers to our high efficiency Dura fins, Nutro
vessels indo groups Ltd has boilers for almost every application and budget. Our dedicated
representatives throughout the United States and Canada offer strong local support while our in-
house tech service hot line is ready to answer any questions you might have. We greatly
appreciate your interest in Nutro vessels and look forward to working together.

MILESTONES:

Year Achievement

2005 Introduced Take-A-Part (Knockdown) Boilers,

Weatherproof Boilers, UL "A" Labeled Boiler
- Burner Packages, Hinged Head plates.

Introduced Nutro vessels Blow down Tanks

2006 and Condensate Return Tanks.

Shipped 1,100 Oil Fired Domestic Hot Water

2008 Heaters

First Durafin Boilers Ship.

2011

2014 Moved to NEW Location: 5832 Garfield

Avenue, Commerce, CA 90040.

MISSION STATEMENT

Nutro vessels indo groups Ltd manufactures the world’s largest Scotch marine firetube boiler.
Nutro vessels indo groups Ltd pioneered the first water backed boiler over 15 years ago and the
first packaged boiler over 10 years ago. Nutro vessels indo groups Ltd are built to last and carry
the only 15-year warranty in the industry. In addition to the quality and dependability, the
conservative design provides excellent fuel to steam efficiency resulting in the best life cycle
costs in the industry.

 Nutro vessels indo groups Ltd also offers a full line of desecrators, surge tanks and blow
down heat recovery systems. These feed water systems are also designed and built to a
quality standard which allows us to offer a 10 year warranty, the only one in the industry.
 Nutro vessels indo groups Ltd is well aware of the changing environmental requirements.
While our standard Nutro vessels indo groups Ltd burners can attain less than 30 ppm ,
we know that some regions of the United States are requiring emissions as low as 9
PPM. High efficiency, availability and low emissions:
VISION STATEMENT

Nutro vessels indo groups Ltd is recognized as one of the most innovative biomass boiler
suppliers in the world. We have a well-known and established reputation for supplying biomass
boilers and combustion systems with exceptionally high efficiencies and availabilities, high fuel
flexibility, and low emission impact.

Moreover, the systems have very low maintenance costs. The company’s boiler and combustion
system concept is based on more than 30 years of hands-on experience with steam generation
and biomass combustion.

INDUSTRY PROFILE

INTRODUCTION OF THE ORGANIZATION

INTRODUCTION

Nutro vessels indo Company, manufacturer of quality hydronic-heating products, has

introduced more new, high efficiency products over the last several years than any other
company at any time in the history of hydronic heating! From new ENERGY STAR certified,
gas-fired residential boilers… to high efficiency oil-fired boilers including advanced design,
three-pass, cast iron boilers… along with the industry’s only, three-pass, oil-fired, boiler steam
boiler… and the only atmospheric gas boiler made in India,the expansive lineup of heating
products from Nutro vessels Company boasts the highest average efficiency, exceeding 85%…
with maximum efficiencies over 95%.

And it doesn’t stop there! Nutro vessels indo groups now offers the broadest line of
condensing boilers available from any manufacturer anywhere. In addition, Nutro vessels group
has developed and introduced exclusive user-friendly boiler control systems for many of its
products. The Nutro vessels indo groups IQ and Nutro groups Sage2.2 Control Systems offer
unparalleled features and benefits that are unmatched in the boiler industry.

Truly, the nutron vessels indo groups brand has set the new standards for hydronic
heating equipment in residential and commercial product for gas-fired and oil-fired application
with water and boiler steam boiler and super high efficiency condensing boilers. To provide this
extensive product lineup, nutro vessels indo groups has invested in world class manufacturing
facilities and new assembly operations in Lancaster, Pennsylvania with state-of-the art computer
numerical controlled machines providing exacting product tolerances. Quality, made in India
cast iron sections are produced for Nutro groups by Casting Solutions,. Along with the best
engineering capabilities available anywhere, nutro vessels groups with its made in the India,
quality product lines delivers world-class marketing, technical sales, and sales support
unmatched in South India.

Profile of nutro vessels indo groups ltd:

Nutro vessels indo groups private limited is established at thekkalur, 35 kms from
Salem, the Manchester of south side. The company has carved niche of its own in the
competitive yarn market. The promoter's group of garments embodies the true spirit of
enterprise, a trait the Manchester of south Nutro vessels is well-known for. Our state-of-art,
fully integrated unit is to produce highest quality medium, find and super-fine count cotton yarn,
at par with the best in the world promoted by far sighted visionaries with technical expertise and
impeachable business acumen.

Sales Turnover: 1 million USD

Year Estd : 2005

Main Business Area : Manufacturing and Agent services

Other Area Of Business : Manufacturer of Heat Recovery Boiler steam

Generators (HRSG), Utility Boilers, Water
Tube Boiler and Pressure Vessel.

Share Capital & Number of Employees:

Authorized Capital: 150,000,000

Paid up capital: 9,000,000

Number of Employees: 1800

Nutro vessels Co. is a highly qualified company in design, supplying,

manufacturing, installation and commissioning of different types of heat recovery boiler steam
generators (HRSGs), package, industrial and power plant boilers as well as other related
equipments and accessories in the field of power, oil, gas, petrochemical industries, power
plants and other industrial in domestic and foreign markets.

Relying on the expert human resources, learning and developing technical knowledge,
utilizing maximum production capacity and cooperating with foreign and domestic suppliers,
while observing the shareholders’ rights and gaining customer’s satisfaction, this company
advances toward the sustainable development of society and aims to realize Iran’s 20-year
perspective. In line with the country is policies and objectives to developer power plans and
related technology, the license agreement of technologies transfer was concluded.

Under this license agreement, over 70 heat recovery boiler steam generators have been
installed and utilized in the downstream of 160 MW gas turbines up to now. The significant role
of oil, gas and petrochemical industries has lead Nutro vessels and Equipment Co. in to
accomplishes several projects for supplying boiler steam and utilities in the form of EP and EPC
for these industries. These boilers were mostly manufactured by outsourcing and by using the
capacity and skills of domestic subcontractors in the frame work of cohesive management and
supervision on suppliers up to early 2010.

According to the new perspective of the company since 2010, adjoining a factory to the
company near Tehran, has provided the possibility of manufacturing the main parts of boiler and
other related products. Creating new horizons in fulfilling the customers’ needs and gaining their
satisfaction on quality, cost and time.

Nowadays, regarding the actualization of energy costs, while various industries and
investors need increasing efficiency, Nutro vessels and Equipment Co. has focused on
developing products variety in order to design and supply industrial heat recovery boilers and
boiler steam recovery from the wasted heat in industries and also process packages particularly
in oil, gas and petrochemical industries and in the next years, this company major activities will
be devoted to these plans.

Customers’ requirement regarding after sale services in global level as well as

Nutro vessels and Equipment’s commitment to competitor the product and service chain, has led
us to codifying some particular roles since 2010 in the form of customer and after sale services.

Management’s and personnel’s commitment to fulfill the actual needs of stakeholders

and environmental conservation as well as benefiting from the modern scientific management
systems ensure a prosperous future in achieving the customers’ satisfaction and expanding the
company’s contribution to the domestic and foreign markets.
INDUSTRY PROFILE

INTRODUCTION TO THE INDUSTRY

INTRODUCTION:

In many cases, manufacturing facilities provide Boilers are pressure vessels designed to
heat water or produce boiler steam , which can then be used to provide space heating and/or
service water heating to a building. In most commercial building heating applications, the
heating source in the boiler is a natural gas fired burner. Oil fired burners and electric resistance
heaters can be used as well. Boiler steam is preferred over hot water in some applications,
including absorption cooling, kitchens, laundries, sterilizers, and boiler steam driven equipment.

Boilers have several strengths that have made them a common feature of buildings. They
have a long life, can achieve efficiencies up to 95% or greater, provide an effective method of
heating a building, and in the case of boiler steam systems, require little or no pumping energy.
However, fuel costs can be considerable, regular maintenance is required, and if maintenance is
delayed, repair can be costly.

Guidance for the construction, operation, and maintenance of boilers is provided

primarily by the ASME (American Society of Mechanical Engineers), which produces the
following resources:

 Rules for construction of heating boilers, Boiler and Pressure Vessel Code, Section IV-
2007
 Recommended rules for the care and operation of heating boilers, Boiler and Pressure
Vessel
Boilers are often one of the largest energy users in a building. For every year a
boiler system goes unattended, boiler costs can increase approximately 10% (1). Boiler
operation and maintenance is therefore a good place to start when looking for ways to
reduce energy use and save money.
MATERIALS FOR BOILER INDUSTRY:

The pressure vessel of a boiler is usually made of steel (or alloy steel), or historically of
wrought iron. Stainless steel, especially of the austenitic types, is not used in wetted parts of
boilers due to corrosion and stress corrosion cracking. However Nutro vessels stainless steel is
often used in super heater sections that will not be exposed to boiling water, and electrically-
heated stainless steel shell boilers are allowed under the European "Pressure Equipment
Directive" for production of boiler steam for sterilizers and disinfectors.

In live boiler steam models, copper or brass is often used because it is more easily
fabricated in smaller size boilers. Historically, copper was often used for fireboxes (particularly
forboiler steam locomotives), because of its better formability and higher thermal conductivity;
however, in more recent times, the high price of copper often makes this an uneconomic choice
and cheaper substitutes (such as steel) are used instead.

For much of the Victorian "age of boiler steam ", the only material used for boiler
making was the highest grade of wrought iron, with assembly by riveting. This iron was often
obtained from specialist ironworks, such as at Creator Moor , noted for the high quality of their
rolled plate and its suitability for high-reliability use in critical applications, such as high-
pressure boilers.

In the 20th century, design practice instead moved towards the use of steel, which is
stronger and cheaper, with welded construction, which is quicker and requires less labour. It
should be noted, however, that wrought iron boilers corrode far slower than their modern-day
steel counterparts, and are less susceptible to localized pitting and stress-corrosion. This makes
the longevity of older wrought-iron boilers far superior to those of welded steel boilers.

Cast iron may be used for the heating vessel of domestic water heaters. Although such heaters
are usually termed "boilers" in some countries, their purpose is usually to produce hot water, not
boiler steam , and so they run at low pressure and try to avoid actual boiling. The brittleness of
cast iron makes it impractical for high-pressure boiler steam boilers.

CONFIGURATIONS OF BOILER:

Boilers are classified into different types based on their working pressure and
temperature, fuel type, draft method, size and capacity, and whether they condense the water
vapor in the combustion gases. Boilers are also sometimes described by their key components,
such as heat exchanger materials or tube design. These other characteristics are discussed in the
following section on Key Components of Boilers.

Two primary types of boilers include

 Fire Tube Boiler

 Cast iron sectional
Fire Tube Boiler:

In a Fire tube boiler, hot gases of combustion flow through a series of tubes surrounded by
water. Alternatively, in a Water tube boiler, water flows in the inside of the tubes and the hot
gases from combustion flow around the outside of the tubes. A drawing of a water tube boiler is
shown in Figure
Fire tube boilers are more commonly available for low pressure boiler steam or hot water
applications, and are available in sizes ranging from 500,000 to 75,000,000 BTU input. Water
tube boilers are primarily used in higher pressure boiler steam applications and are used
extensively for comfort heating applications. They typically range in size from 500,000 to more
than 20,000,000 BTU input.

Cast Iron Sectional Boilers:

Cast iron sectional boilers are another type of boiler commonly used in commercial space
heating applications. These types of boilers don’t use tubes. Instead, they’re built up from cast
iron sections that have water and combustion gas passages. The iron castings are bolted together,
similar to an old boiler steam radiator. The sections are sealed together by gaskets. They’re
available for producing boiler steam or hot water, and are available in sizes ranging from 35,000
to 14,000,000 BTU input.

Cast iron sectional boilers are advantageous because they can be assembled on site, allowing
them to be transported through doors and smaller openings. Their main disadvantage is that
because the sections are sealed together with gaskets, they are prone to leakage as the gaskets
age and are attacked by boiler treatment chemicals.
Water-tube boiler:

In this type, tubes filled with water are arranged inside a furnace in a number of possible
configurations. Often the water tubes connect large drums, the lower ones containing water and
the upper ones boiler steam and water; in other cases, such as a mono-tube boiler, water is
circulated by a pump through a succession of coils. This type generally gives high boiler steam
production rates, but less storage capacity than the above. Water tube boilers can be designed to
exploit any heat source and are generally preferred in high-pressure applications since the high-
pressure water/boiler steam is contained within small diameter pipes which can withstand the
pressure with a thinner wall.
THE USE OF BOILER SYSTEMS IN PRACTICE

Industrial hot water boiler systems for generating thermal heat are very similar to
the household heating boilers in our cellars. The main difference is that industrial boilers are
dimensioned significantly larger, so their heating capacity is not only sufficient for a family
home but also for hotels, hospitals, skyscrapers, industrial buildings or entire districts. When
using process heat generated by boiler steam boiler systems the individual applications are far
more versatile. They are used in many industry sectors. But is all this just hot air or what exactly
is the boiler steam used for Let us choose a few industrial sectors and have a closer look at them.

SAFETY ISSUES IN MANUFACTURING OF BOILER:

All combustion equipment must be operated properly to prevent dangerous conditions

or disasters from occurring, causing personal injury and property loss. The basic cause of boiler
explosions is ignition of a combustible gas that has accumulated within the boiler. This situation
could arise in a number of ways, for example fuel, air, or ignition is interrupted for some reason,
the flame extinguishes, and combustible gas accumulates and is reignited. Another example is
when a number of unsuccessful attempts at ignition occur without the appropriate purging of
accumulated combustible gas.

There is a tremendous amount of stored energy within a boiler. The state change of superheated
water from a hot liquid to a vapor releases an enormous amount of energy. For example, 1 ft3 of
water will expand to 1600 ft3 when it turns to boiler steam . Therefore, “if you could capture all
the energy released when a 30 gallon home hot water tank flashes into explosive failure at 332o
F, you would have enough force to send the average car to a height of nearly 125 feet. This is
equivalent to more than the height of a 14 story apartment building, starting with a lift off
velocity of 85 miles per hour.

Boiler safety is a key objective of the National Board of Boiler and Pressure Vessel Inspectors.
This organization reports and tracks boiler safety and the number of incidents related to boilers
and pressure vessels each year. Their work has found that the number one incident category
resulting in injury was poor maintenance and operator error. This stresses the importance of
proper maintenance and operator training. Boilers must be inspected regularly based on
manufacturer’s recommendations. Pressure vessel integrity, checking of safety relief valves,
water cutoff devices and proper float operation, gauges and water level indicators should all be
inspected.

Best Practices for Efficient Operation:

Efficiency

The percentage of the heat energy contained in the fuel that is captured by the working fluid in
the boiler is defined as the combustion efficiency of the boiler. Combustion efficiencies of 80%
or higher are usually possible for hot water boilers and low pressure boiler steam boilers for
commercial buildings.

Complete combustion results when a hydrocarbon fuel such as natural gas or oil burns and
produces only carbon dioxide, water and heat. If there is insufficient oxygen and/or poor mixing
of fuel and oxygen, then incomplete combustion will occur resulting in other products of
combustion including carbon monoxide and unburned fuel.

When incomplete combustion occurs, the chemical energy of the fuel is not completely released
as heat and the combustion efficiency is reduced. This is also a safety concern as unburned fuel
could ignite in the stack and cause an explosion. Boilers must be tuned to achieve complete
combustion. One strategy to ensure complete combustion is to provide some amount of excess
air. However, as shown in the figure below, a small amount of excess air will improve
combustion efficiency, but a large amount will reduce efficiency.

Use Boiler Controls for Optimized Air-to-Fuel Ratio

To ensure that complete combustion occurs, extra air is introduced at the burner. But too
much will result in air being wastefully heated and exhausted out of the boiler flue, penalizing
combustion efficiency, and creating a safety issue. When a boiler is tuned, the goal is to
maximize combustion efficiency by providing just enough excess air to assure complete
combustion but not too much to reduce efficiency. How much excess air is enough to assure
complete combustion? That varies with the design and condition of the burner and boiler, as well
as with the different firing rates of the burner, but is typically considered to be between 2% - 3%.
Excess air must also be adjusted to allow for variations in temperature, density, and humidity of
the boiler combustion air throughout any daily and seasonal variations. It’s desirable to maintain
a constant amount of excess air across the entire firing range.

The important idea to remember is that complete combustion is critical to ensuring efficient
boiler operation. Incomplete combustion of the fuel can significantly reduce boiler efficiency by
10% or more, while increasing excess air by 10% may only impact boiler efficiency by about
1%. Signs of incomplete combustion are a smoky exhaust, a yellow flame, flame failures, and
sooty boiler tubes. It is a good idea to tune up a boiler annually to ensure the combustion process
is optimized.

SUPERHEATED BOILER STEAM BOILERS:

Most boilers produce boiler steam to be used at saturation temperature; that is, saturated boiler
steam . Superheated boiler steam boilers vaporize the water and then further heat the boiler
steam in a super heater. This provides boiler steam at much higher temperature, but can
decrease the overall thermal efficiency of the boiler steam generating plant because the higher
boiler steam temperature requires a higher flue gas exhaust temperature. There are several ways
to circumvent this problem, typically by providing an economizer that heats the feed water, a
combustion air heater in the hot flue gas exhaust path, or both. There are advantages to
superheated boiler steam that may, and often will, increase overall efficiency of both boiler
steam generation and its utilization: gains in input temperature to a turbine should outweigh any
cost in additional boiler complication and expense. There may also be practical limitations in
using wet boiler steam , as entrained condensation droplets will damage turbine blades.

Superheated boiler steam presents unique safety concerns because, if any system component
fails and allows boiler steam to escape, the high pressure and temperature can cause serious,
instantaneous harm to anyone in its path. Since the escaping boiler steam will initially be
completely superheated vapor, detection can be difficult, although the intense heat and sound
from such a leak clearly indicates its presence.
A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT IN P.R.K. GARMENTS
DINDIGUL

QUESTIONARIES

1. NAME

2. Age of the respondent

a) 18-25
b) 26-30
c) 31-40 ]
d) Above 40
3. Occupation
1. Student
2. Service
3. Business
4. Sex-
a) Male
b) Female
5. Annual Income-
a) < 100000
b) 100000 – 150000
c) 150000 – 200000
d) 200000 – 250000
e) 250000 – 300000
f) >300000
6. Through ongoing dialogue, we work with individual key customer to customize our offerings
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

7. Your organization provides customized services and products to our key customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
8. Will people in my organization treat key customers with great care?
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
9. My organization makes an effort to find out what our key customer needs
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) Disagree
10. When my organization finds that customers would like to modify a product/ service, the
departments makes coordinated efforts to do so

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

11. Customers centric performance standards are established and monitored at all customer
touch points

f) Strongly Agree
g) Agree
h) Neutral
i) Strongly disagree
j) disagree
12. My organization has the sales and marketing expertise and resources to succeed customer
relationship management
Strongly Agree
a) Agree
b) Neutral
c) Strongly disagree
d) disagree
13. Our employee training programs are designed to develop the skills required for acquiring and
deepening customer relationship
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) Disagree
14. My organization has established clear business goals related to customer acquisition,
development, retention and reactivation
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
15. My organization commits time and resources in managing customer relationship
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
16. Employee performance is measured and rewarded based on meeting customer needs and on
successfully serving the customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
17. Our organization structure is meticulously designed
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) Disagree
18. My organization has the right personnel to provide technical support for the utilization of
in building customer relationships
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
19. My organization has the right software to serve our customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
20. Organization has the right hardware to serve our customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

21. Individual customer information is available at every point of contact

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
22. My organization maintains a comprehensive database of our customers
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

23. Customers can expect exactly when services will be performed customers can expect
That my organizations employees respond to their requests promptly
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

24. My organizations employees are willing to help customers in a responsive manner

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

25. My organization fully understands the needs of our key customers via knowledge learning
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree
26. My organization provides channels to enable ongoing two-way communication with our key
customers and us
a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree

27. Customers can expect prompt service from employees of my organization

a) Strongly Agree
b) Agree
c) Neutral
d) Strongly disagree
e) disagree