Submitted by

ADESH JAISWAL
BBA
2007-2010
 PUNJAB TECHNICAL
UNIVERSITY

AKNOWLEDGEMENT

I am deeply indebted to my esteemed Area

Incharge V Triwedi ,of ACC Help Center, Varanasi,
for his kind and constant encouragement..

I also express my thanks to my teachers Mr.

Jitendra Diwedi for boosting me to complete the
project.

I would like to extend my thanks to all the

respondents who patiently answered to all my
queries and cooperated with us and provided me
with all the valuable information that, I needed for
my project study.
Finally, we would like to thanks all our colleagues
who volunteered to give their help at critical
moment for the completion of the project. I
thankful to the team members of ACC ltd.
Who guided me and tell about the exact position of
market. I also thank to our HOD Mr. Brijmohan
Shrivastva who gives us such an opportunity for
the summer training.

DECLARATION

This is to certify that dissertation entitled ‘Customer

Service After Sales’ at ACC HELP CENTER ,has been
prepared by Mr. Adesh Jaiswal in the partial fulfillment of
the requirement of Bachelor in Bussiness Administration.

I here by declare that all the information and fact

produced here are based on my own findings and studies
at ACC HELP CENTER are original in nature. The contents
of report are a true
expression of my efforts on the said topic.

Any resemblance to earlier project or research is purely

co-incidental.

CONTENTS

: PREFACE

: ACKNOWLEDGEMENT

: INTRODUCTION ABOUT COMPANY

• INTRODUCTION OF COMPANY
• HISTORY OF ACC LIMITED
• VISION OF ACC
• NEW VISION OF ACC
 • MISSION
• MILESTONE & ACHIEVEMENT &
AWARDS
• OCCUPATIONAL HEALTH AND
SAFETY

: RESEARCH METHODOLOGY
• SAMPLE SIZE & SAMPLE TECHNIQE
• SOURCE OF DATA COLLECTION
• PARAMETERS
• SCALING TECHNIQES USES

: CONCLUSION

: SUGGESTIONS AND RECOMMENDATION

: ANNEXURE (QUESTIONNAIRE)

: BIBLIOGRAPHY
 PREFACE

A well planned , properly executed and evaluated training

helps a lot in inculcating good work culture. It provides
the linkage between the student and industry and
customer in order to develop the awareness of approch to
problem solving based on broad understanding of
Organization, Process and customer needs.
My project has enabled me to have broader knowledge
about this system and what are the methods and
techniques adopted for convincing the customers. This
training also provided an opportunity to gain practical
knowledge.

Through this report, I have tried to summerize all my

observation, experience and knowledge acquired in the
training.

Introduction of the Company

ACC (ACC Limited) is India's foremost manufacturer of

cement and concrete. ACC's operations are spread
throughout the country with 14 modern cement factories,
19 Ready mix concrete plants, 19 sales offices, and
several zonal offices. It has a workforce of about 9000
persons and a countrywide distribution network of over
9,000 dealers. ACC's research and development facility
has a unique track record of innovative research, product
development and specialized consultancy services. Since
its inception in 1936, the company has been a trendsetter
and important benchmark for the cement industry in
respect of its production, marketing and personnel
management processes. Its commitment to environment-
friendliness, its high ethical standards in business
dealings and its on-going efforts in community welfare
programs have won it acclaim as a responsible corporate
citizen. ACC has made significant contributions to the
nation building process by way of quality products,
services and sharing its expertise.

In the 70 years of its existence, ACC has been a pioneer

in the
manufacture of cement and concrete and a trendsetter in
many areas of cement and concrete technology including
improvements in raw material utilization, process
improvement, energy conservation and development of
high performance concretes.
ACC’s brand name is synonymous with cement and
enjoys a high
level of equity in the Indian market. It is the only cement
company
that figures in the list of Consumer Super Brands of India.

The company's various businesses are supported by a

powerful, inhouse research and technology backup
facility - the only one of it kind in the Indian cement
industry. This ensures not just consistency in product
quality but also continuous improvements in products,
processes, and application areas.

ACC has rich experience in mining, being the largest user

of
limestone, and it is also one of the principal users of coal.
As the
largest cement producer in India, it is one of the biggest
customers of the Indian Railways, and the foremost user
of the road transport network services for inward and
outward movement of materials and products.
ACC has also extended its services overseas to the Middle
East,
Africa, and South America, where it has provided
technical and
managerial consultancy to a variety of consumers, and
also helps in the operation and maintenance of cement
plants abroad.

ACC is among the first companies in India to include

commitment to environmental protection as one of its
corporate objectives, long before pollution control laws
came into existence. The company installed pollution
control equipment and high efficiency sophisticated
electrostatic precipitators for cement kilns, raw mills, coal
mills, power plants and coolers as far back as 1966. Every
factory has stateof- the art pollution control equipment
and devices.

ACC demonstrates the practices of being a good

corporate citizen
undertaking a wide range of activities to improve the
living conditions of the under-privileged classes living
near its factories.
History & Profile of ACC Cement
Works

ACC was formed in 1936 when ten existing cement

companies came together under one umbrella in a
historic merger – the country’s first notable merger at a
time when the term mergers and acquisitions was not
even coined. The history of ACC spans a wide canvas
beginning with the lonely struggle of its pioneer F E Din
Shaw and other Indian entrepreneurs like him who
founded the Indian cement industry. Their efforts to face
competition for survival in a small but aggressive market
mingled with the stirring of a country’s nationalist pride
that touched all walks of life – including trade, commerce
and business.

The first success came in a move towards cooperation in

the country’s young cement industry and culminated in
the historic merger of ten companies to form a cement
giant. These companies belonged to four prominent
business groups – Tatas, Khataus, Killick Nixon and F E
Din Shaw groups. ACC was formally established on
August 1, 1936. Sadly, F E Din Shaw, the man recognized
as the founder of ACC, died in January 1936. Just months
before his dream could be realized.

ACC stands out as the most unique and successful

merger in Indian business history, in which the distinct
identities of the constituent companies were melded into
a new cohesive organization – one that has survived and
retained its position of leadership in industry. In a sense,
the formation of ACC represents a quest for the synergy
of good business practices, values and shared objectives.
The use of the plural in ACC’s full name, The Associated
Cement Companies Limited, itself indicates the
company’s origins from a merger. Many years later, some
stockbrokers in the country’s leading stock exchanges
still refer to this company simply as ‘The Merger’

The ACC Board comprises of 13 persons. These include

executive, non-executive, and nominee directors. This
group is responsible for determining the objectives and
broad policies of the Company - consistent with the
primary objective of enhancing long-term shareholder
value.

The Board meets once a month. Two other small groups

of directors - comprising Shareholders'/Investors'
Grievance Committee and Audit Committee of the Board
of Directors - also meet once a month on matters
pertaining to the finance and share disciplines. During the
last decade, there has been a streamlining of the senior
management structure that is more responsive to the
needs of the Company's prime business. A Managing
Committee - comprising, in addition to the Managing
Director and the two executive directors, the presidents
representing multifarious disciplines: finance, production,
marketing, research and consultancy, engineering and
human resources – meets once a week. Besides these
bodies, there are senior executives and
other regional managers - based at the Company's
corporate office and at its marketing offices and
manufacturing units -who contribute to the development
and operation of the various functions. While these
groups form the core management team that frames and
guides corporate policy, ACC is proud of its manpower
strength of about 9,000 people, who comprise experts in
various disciplines assisted by a dedicated workforce of
skilled persons. Quite a number of them have logged
many years of service with the organization. They come
from all parts of the country and belong to a variety of
ethnic, cultural and religious backgrounds. Because of
such a cosmopolitan make-up, ACC can rightly be said to
embrace within its fold a family that forms
a 'mini-India'.
 ACC Help Center

First launched in Bangalore, this center is the first of its kind in India, to
provide assistance to individual home-builders.
The ACC Help Center provides basic information and guidance to
customers on construction practices on various home building-related
procedures - such as pre-construction worries on stamp duty, selection of
architects and appropriate service providers, estimating budgets. Issues
from purchasing land, budgeting to choice of material and planning of
the construction process are elaborated, step-by-step.
Tutorials, conveniently scheduled in the evenings, guide the customer,
through the relevant steps of the house construction process. The center
distributes specially designed booklets on each stage of building one’s
“Dream House” These publications are available in English, Hindi and
major regional languages.
This is an interactive website, designed primarily for the individual
house builder and the small consumer. The site provides downloads and
online inputs on a host of topics like estimation, budgeting, selecting
architects and easy-to-build home-plans for different plot sizes.

Indian Concrete Journal

The “Indian Concrete Journal”, the country’s oldest civil engineering

journal, continues to be published by ACC. It reaches out to practicing
and consulting engineers, architects, builders, contractors and
government departments. It aims to disseminate the latest information
and technological progress in civil and structural engineering, cement
and concrete technologies, construction methods and practices.

PROJECT ENGINEERING
Against the best in the world. ACC is the pioneer of the Indian cement
industry with over 66 years of rich experience in prospecting for raw
materials, setting up and managing cement plants of different sizes,
technologies and processes. This experience is shared by our team of
talented Scientists, Engineers and Technocrats in meeting the needs of
the cement industry in India and in many other countries.
ACC has a successful track record in modernizing old technology based
cement plants to improve their operational economy and also in the
design & engineering of new technology based cement plants. Our
project engineering consultancy and project management expertise has
been tested against the best in the world.

Services under one roof

• Raw material evaluations and optimization

• Feasibility Studies
• Engineering Consultancy Services for green field / brown field cement
plants
• Upgradation & capacity enhancement of existing cement plants
• Management and operation of cement plants
• Technical training & skills development

ACC reaches out to its customers, home builders and engineers in the
following ways:
• ACC Help Centres: For personal guidance on the right
construction practices.
• ACC Help Literature: Easy-to-understand construction guides.
 • ACC Help Vans : Mobile help services. Our engineers in vans
assist you at your site
• www.acchelp.in : an interactive website for all your construction
related questions.
• Indian Concrete Journal : the country’s oldest civil engineering
journal
For more information on these services SMS ‘ACCHELP’ to 575758
or send us an email addressed to acchelp@acclimited.com

Acc help Literature

The ACC Help Center distributes specially designed booklets on each

stage of building one’s "Dream House". These publications are available
in English, Hindi and major regional languages. For more information
visit www.acchelp.in or write to acchelp@acclimited.com

Acc help Vans

Mobile touring vans to visit construction sites to educate

users and masons at site and provide certain specialized
services like supervision during slab casting on demand.
Our major achievements
ACC’s project engineering consultancy team has successfully handled a
diverse range of assignments in different parts of the world from
geological prospecting to management and operation of plants as well as
modernizing and upgrading old cement plants and providing technical
training. We are fully equipped to service the needs of the global cement
industry. Our project engineering consultancy and project management
expertise has been tested
Some Significant Projects

Saudi Arabia
Operation and management of a cement plant of capacity 4 million TPA
(tones per annum) owned by Yanbu Cement Company, Saudi Arabia
(YCC). This contract was first awarded to us in 1979 amid stiff
international competition. Since then, annual cement production at the
plant has always exceeded guaranteed targets.
Project management services to YCC in implementing their new cement
manufacturing line of capacity 7000 TPD (tonnes per day).

Nigeria
Comprehensive engineering consultancy services to Dangote Industries
Ltd., Nigeria for their new green field cement plants of capacity 3 x
7000 TPD (tones per annum).

Sudan
Plant health assessment, de-bottlenecking, Operation and Management
guidance to Atbara Cement Plant, Sudan owned by Sudanese African
Company, Saudi Arabia.

United Arab Emirates (UAE)

Engineering consultancy services to Blue Circle, UK for the 1 million
TPA (tones per annum) at Sharjah Cement Plant, Sharjah.

OUR VISION

“NO HARM ANYWHERE TO ANYONE ASSOCIATED

WITH
ACC”
“NO HARM” means:
No fatalities
No disabling Injuries
No Lost Time Injuries
No Medical treatment Injuries
No First Aid Injuries
No Occupational Illness

“ANYONE” means:

Employees
Contractors personnel on site
Ready-mix drivers on job
Third party contractors on site
Visitors to ACC site

OUR OH & S POLICY

We manage our activities in a responsible manner to

avoid causing any harm to the health and safety of our
employees, contract personnel and visitors.
We apply OH&S standards and guidelines; provide the
necessary
resources, training and education and measure
performance for
continuous improvement.

FIVE CARDINAL RULES FOR SAFETY

1. Do not override or interfere with any safety provision

nor allow
anyone else to override or interfere with them.

2. Personal Protection Equipment (PPE) rules, applicable

to a
given task, must be adhered to at all times.

3. Isolation and Lock Out procedures must always be

followed.

4. No person may work if under the influence of alcohol or

drugs.
5. All the injuries and incidents must be reported.

A Strategic Alliance:

The house of Tata was intimately associated with the

heritage and history of ACC, right from its formation in
1936 up to 2000. The Tata group sold all 14.45% of its
shareholdings in ACC in three stages to subsidiary
companies of Gujarat Ambuja Cements Ltd. (GACL), who
are now the largest single shareholder in ACC.
This enabled ACC to enter into a strategic alliance with
GACL; a
company reputed for its brand image and cost leadership
in the
cement industry.
Holcim – A New Partnership:

A new association was forged between ACC and The

Holcim group of Switzerland in 2005. In January 2005,
Holcim announced its plans to enter into long – term
alliances with Ambuja Group by acquiring a majority
stake in Ambuja Cements India Ltd. (ACIL),which at the
time held 13.8% of total equity shares in ACC. Holcim
simultaneously announced its bid to make an open offer
to ACC shareholders, through Holdcem Cement Pvt. Ltd.
and ACIL, to acquire a majority shareholding in ACC. An
open offer was made by Holdcem Cement Pvt. Ltd. along
with ACIL, following which the shareholding of ACIL
increased to 34.69% of Equity share capital of ACC.
Consequently , ACIL has filed declarations indicating their
shareholding and declaring itself as a promoter of ACC.
Holcim is the world leader in cement as well as being
large supplier of concrete, aggregates and certain
construction related services. Holcim is also a respected
name in information technology and research and
development. The group has its headquarters in
Switzerland with worldwide operations spread across
more than 70 countries.

Plants & Their Capacity:

S.
No. Units State
Capacity (MTPA)

1 Bargarh Bargarh Cement Works

0.96

2 Chaibasa Chaibasa Cement Works

0.87

3 Chanda Chanda Cement Works

1.00

4 Damodhar Damodar Cement Works

0.53

5 Gagal Gagal Cement Works

4.40
(Gagal I
and II)

6 Jamul Jamul Cement Works

1.58
7 Kymore Kymore Cement Works
2.20

8 Lakheri Lakheri Cement Works

1.50

9 Madukkarai Madukkarai Cement Works

0.96

10 Sindri Sindri Cement Works

0.91

11 Wadi Wadi Cement Works

2.59

12 New Wadi Wadi Cement Works

2.60

13 Tikaria Tikaria Cement Grinding and

2.31
BOARD OF DIRECTORS

Mr N. S. Sekhsaria
Chairman

Mr Paul Hugentobler
Deputy Chairman

Mr Sumit Banerjee
Managing Director

Mr S M Palia
Mr Naresh Chandra
Mr Markus Akermann
Mr M L Narula
Mr D K Mehrotra
Mr R A Shah
Dr Nirmalya Kumar
Mr Shailesh Haribhakti
Ms Shikha Sharma
 Mission of ACC

Leadership
Maintain our leadership of the Indian
cement
industry through the continuous
modernization
and expansion of our manufacturing
facilities and
activities, and through the establishment
of a wide
and efficient marketing network.

Profitability
Achieve a fair and reasonable return on
capital by
Promoting productivity throughout the
company.

Growth Ensure a steady growth of business by

 strengthening our position in the cement
sector.

Quality Maintain the high quality of our products

and
services and ensure their supply at fair
prices.

Equity Promote and maintain fair industrial

relations and
an environment for the effective
involvement,
welfare and development of staff at all
levels.

Pioneering Promote research and development

efforts in the
areas of product development and
energy, and
fuel conservation, and to innovate and
optimize
productivity.
Responsibility Fulfill our obligations to society,
specifically in
the areas of integrated rural
development and in
safeguarding the environment and
natural
ecological balance.

Achievement of ACC Limited:

YEAR
1936 The Associated Cement Companies Limited
incorporated on August 1

1947 India's first entirely indigenous cement plant

installed at Chaibasa.

1955 ACC Sindri uses waste material - calcium

carbonate sludge -from fertilizer
factory at Sindri to make cement

1956 Bulk Cement Depot established at Okhla,

Delhi

1961 Blast furnace slag, (a waste by-product from

steel) from TISCO used at ACC Chaibasa to manufacture
Portland Slag Cement.

1961 Oilwell Cement manufactured at ACC

Shahabad for cementation of oil wells up to adepth of
6,000 feet.
1961 Manufacture of Hydrophobic (waterproof)
cement at ACC Khalari.

1965 Manufacture of Portland Pozzolana Cement

using naturally available materials. An Eco-friendly
cements using an eco-friendly process.

1966 ACC inducts use of pollution control

equipment and high efficiency sophisticated electrostatic
precipitators for its cement plants and captive power
plants decades before it becomes mandatory to do so.

1978 Introduction of the energy efficient pre-

calcination technology for the first time in India.

1982 Commissioning of the first 1 MTPA (million

tonne per annum) plant in the country at Wadi,
Karnataka.

1984 ACC achieves a breakthrough in import

substitution by developing and supplying a special G type
of oil well cement to ONGC.
1987 ACC develops a new binder, working at sub-
zero temperature, which is successfully used in the Indian
expedition to Antarctica.

1992 Incorporation of Bulk Cement Corporation of

India, a JV with the Government of India.

1993 Commercial manufacture of ready-mixed

concrete at Mumbai.

2001 Commissioning of the new Wadi plant of 2.6

MTPA capacity in Karnataka, the largest in India, and
among the largest sized kilns in the World.

Awards & Accolades

• IMC Ramkrishna Bajaj National Quality Award - –
Gagal wins Commendation Certificate and New Wadi
Plant wins Special Award for Performance Excellence in
the Manufacturing Sector, 2007.

• National Award for outstanding performance in

promoting rural and agricultural development – by
ASSOCHAM

• Sword of Honour - by British Safety Council, United

Kingdom for excellence in safety performance.

• Indira Priyadarshini Vrikshamitra Award --- by The

Ministry of Environment and Forests for "extraordinary
work" carried out in the area of afforestation.

• FICCI Award --- for innovative measures for control of

pollution, waste management & conservation of mineral
resources in mines and plant.

• Subh Karan Sarawagi Environment Award - by The

Federation of Indian Mineral Industries for environment
protection measures.
• Drona Trophy - By Indian Bureau Of Mines for extra
ordinary efforts in protection of Environment and mineral
conservation in the large mechanized mines sector.

• Indo German Greentech Environment Excellence

Award

• Golden Peacock Environment Management

Special Award - for outstanding efforts in Environment
Management in the large manufacturing sector.

• Indira Gandhi Memorial National Award - for

excellent performance in prevention of pollution and
ecological development

• Excellence in Management of Health, Safety and

Environment : Certificate of Merit by Indian Chemical
Manufacturers Association

• Vishwakarma Rashtriya Puraskar trophy for

outstanding performance in safety and mine working
• Good Corporate Citizen Award - by PHD Chamber of
Commerce and Industry

• Jamnalal Bajaj Uchit Vyavahar Puraskar -

Certificate of Merit by Council for Fair.

ACC was the first recipient of ASSOCHAM’s first ever

National
Award for outstanding performance in promoting
rural and
agricultural development activities in 1976.

Decades later, PHD Chamber of Commerce and

Industry selected ACC as winner of its Good Corporate
Citizen Award for the year 2002.

Over the years, there have been many awards and

felicitations for
achievements in Rural and community development,
Safety, Health, Tree plantation, A forestation, Clean
Mining, Environment Awareness and Protection.
 Map of ACC Network

Corporate office:

Overseeing the company’s rang of business, the

Corporate Office is the central head quarters of all
business and human resource function located in
Mumbai.

ACC Subsidiaries:

1. Bulk Cement Corporation India Ltd (BCCI)

2. ACC Machinery Company Ltd (AMCL)
3. ACC Nihon Casting Ltd (ANCL)

Cement Plant:

1. Bargarh Cement Works

2. Chaibasa Cement Works
3. Chanda Cement Works
4. Damodar Cement Works
5. Jmul Cement Works
6. Gagal Cement Works.
7. Kymore Cement Works
8. Lakheri Cement Works
9. Madhukkarai Cement Works
10.Mancherial CEMENT Works
11.Sindri Cement Works
12.Wadi Cement Works
13.Tikaria Cement Works

Regional Marketing Office:

• BANGALORE
• BHOPAL
• CHNDIGARH
• COIMBATORE
• KANPUR
• KOLKATA
• MUMBAI
• NEW DEHPATNA
• PUNE
• SECUNDERABAD

Area Office:

• ALLAHABAD ASANSOL
• AURANGABAD
• BELLARY COCHIN
• CHENNAI
• FAZABAD
• GULBARGA
• GUWAHATI
• JAMMU

• BHUBANESHWAR
• JALANDHAR KOCHI
• KOZHIKODE
• KOLHAPUR
• LUCKNOW
• MANGALORE
• NAGPUR
• PATIALA
• RAIPUR
• SHIMLA
• VELLORE

RMX Office:

• Mumbai- Kalamboli
• Mumbai- Sion
• Mumbai- JVLR Project
• Chennai
• Delhi- Faridabad
• Greater Noida
• Bangalore- Whitefield
• Bangalore- Peenya
• Bangalore- Hosur Road
• Bangalore- betta Halsoor
• Kolkata- Sonapur
• Goa- Panaji
• Gurgaon- Haryana
 PROUCTS OF ACC
CEMENT

PRODUCTS INFORMATION

Bulk Cement
Yet another first in our six-decade history of cement in India has been
the introduction of Bulk Cement, an alternative to bagged cement, which
is of particular advantage to large consumers of cement. Internationally,
the trend is to move cement more and more in loose form rather
than bagged. In fact, over 90 percent cement in the USA,
and other European countries is transported and sold in
bulk, unlike in India, where only one percent is
transported in bulk.
ACC Bulk
India's leading cement company, ACC - in a joint venture with the
government of India - has set up the most sophisticated bulk unloading
terminal at Kalamboli, Navi Mumbai, to bring its cement from the ACC
plant at Wadi in Karnataka.
The terminal at Kalamboli has three 5000-tonne-capacity silos to store
the cement which is transported in specially designed railway wagons.
The company has its own fleet of 15-tonne road-bulkers in which
cement is then brought to the end-user's construction site. The terminal
has three modes of evacuation: bulk tanker trucks, jumbo bags (one and
1.5 tonnes), and 50 kg bags. The mechanization in the loading/unloading
of cement, reduces manual intervention
to the barest minimum.
At the site, the cement is pumped into portable 15-tonne steel silos
(supplied by ACC). Not only do these silos require less storage space
than conventional bag storage godowns, but also the silos are designed
to facilitate free-flow discharge of the cement. This further underscores
another of ACC Bulk’s characteristic - ‘untouched by hand’. And dust
collecting silos safeguard against dust pollution.
A well-equipped laboratory ensures that the testing is carried out
scientifically to comply with all cement quality norms. The site silos,
which are a must at the customers’ sites, are provided on mutually
agreed terms, and eliminate a major cause of concern to the end-user.
Pilferage also is made impossible.
The bulk tanker for bulk cement transport and the silo at site to receive
this cement are a welcome innovation from the conventional and time-
consuming bag distribution system. Inventory in terms of locked-up
capital is now the concern of the supplier.
The large and unwieldy godown construction and maintenance that is
required at construction sites is now avoided. The measured quantity
extracted by the discharge system ensures correct weight and eliminates
human error.
Advantages of using ACC Bulk • Assured quality.
• No handling from the factory to your site, therefore exact weight
• Tamper proof delivery, therefore no adulteration possible
• Immediate delivery, therefore no need to stock inventory
• Order only when you are ready to use, so your money is not locked up
• Steady supply
Customer profile
Prospective customers for bulk cement are RMX manufacturers,
institutions, government agencies, contractors, builders, manufacturers
of pre-cast fabricated concrete blocks, asbestos sheets and many more.
Many of them have their own batching plants and are using bulk
cement.
Bulk Cement – customer services The other features of this project
include 125 wholly owned railway wagons which ensure that the manual
intervention for loading and unloading of cement is minimal. The
cement, until it reaches the terminal and the customer, is untouched by
hand. The terminal has three modes of evacuation, namely in Bulk
tanker trucks, in Jumbo Bags (1 tonne and 1.5 tonne) and traditional
bags of 50 and 25 kgs.
Cement is now delivered by weight, duly weighed on electronic
weighbridges. The cement godown for the storage of bags, has virtually
become part of history. Instead you have tubular steel silos, which take
up much lower space and at the same time are designed to ensure free
flowing discharge of the cement. The dust collectors installed on the
silos ensure a pollution free environment. The mechanization of the
unloading process, enables the total quantity of cement (15 tonnes) to be
unloaded into the site silo in 25 minutes flat. Cement is now delivered
just on time.
A well-equipped laboratory ensures that the testing is carried out
scientifically to comply with all cement quality norms. The site silos
which are a must at the customers sites, can be provided at mutually
agreed terms, eliminates a major cause for concern for the end-user.
Pilferage is also made impossible.
ACC BULK has gone one step further. A mini batching plant has now
been designed which at a very reasonable cost, ensures quality concrete
while reaping the benefits of bulk cement. Continuous innovations like
these make ACC BULK, the cement of choice.
Once at your site Bulkers would discharge near 100 percent cement into
the airtight, weather proof site silo, with a capacity of 15 tonne. A
discharge system, either mechanical or electronic could be additionally
supplied and unloading 15 tonne of cement into a silo would be effected
in about 15 minutes. No storage sheds and no labor are required for
unloading.
Complementing all this is a dedicated team of service personnel to
ensure trouble-free operations of site silos and auxiliary equipment.
They are just a phonecall away - both the marketing office in Mumbai,
and also at the plant at Kalamboli.
Prospective customers for bulk cement are RMX manufacturers,
institutions, government agencies, contractors, builders, manufacturers
of pre-cast fabricated concrete blocks, asbestos sheets and many more.
Many of them have their own batching plants and are using bulk cement.
Bulk Cement – customer services The other features of this project
include 125 wholly owned railway wagons which ensure that the manual
intervention for loading and unloading of cement is minimal. The
cement, until it reaches the terminal and the customer, is untouched by
hand. The terminal has three modes of evacuation, namely in Bulk
tanker trucks, in Jumbo Bags (1 tonne and 1.5 tonne) and traditional
bags of 50 and 25 kgs.
Cement is now delivered by weight, duly weighed on electronic
weighbridges. The cement godown for the storage of bags, has virtually
become part of history. Instead you have tubular steel silos, which take
up much lower space and at the same time are designed to ensure free
flowing discharge of the cement. The dust collectors installed on the
silos ensure a pollution free environment. The mechanization of the
unloading process, enables the total quantity of cement (15 tonnes) to be
unloaded into the site silo in 25 minutes flat. Cement is now delivered
just on time.
A well-equipped laboratory ensures that the testing is carried out
scientifically to comply with all cement quality norms. The site silos
which are a must at the customers sites, can be provided at mutually
agreed terms, eliminates a major cause for concern for the end-user.
Pilferage is also made impossible.
ACC BULK has gone one step further. A mini batching plant has now
been designed which at a very reasonable cost, ensures quality concrete
while reaping the benefits of bulk cement. Continuous innovations like
these make ACC BULK, the cement of choice.
Once at your site Bulkers would discharge near 100 percent cement into
the airtight, weather proof site silo, with a capacity of 15 tonne. A
discharge system, either mechanical or electronic could be additionally
supplied and unloading 15 tonne of cement into a silo would be effected
in about 15 minutes. No storage sheds and no labor are required for
unloading.
Complementing all this is a dedicated team of service personnel to
ensure trouble-free operations of site silos and auxiliary equipment.
They are just a phonecall away - both the marketing office in Mumbai,
and also at the plant at Kalamboli.

PRODUCT QUALITY
Product Development has always been an important activity at ACC,
arising out of a focus on quality and process improvement. It has been a
constant partner, driving research, innovation and evaluation. In 1964, a
centralized research facility - the Central Research Station (CRS)
was established in Thane. The research complex now renamed as ACC
Thane Complex, spread over an area of 8000 sq m has modern labs with
the latest equipment and manned by highly qualified scientists and
technologists who carry out product development work in cement and
allied fields.
ACC has effectively pledged its reputation as the market leader in the
quality of cement. Maintaining this lead calls for harnessing the
resources and expertise of the company - from applied research and
production to marketing. Accordingly, all ACC factories are equipped
with state-of-the-art process control instrumentation and associated
quality control and testing laboratories. Trained engineers, chemists and
technicians man these. The Central Laboratory at ACC
Thane Complex is used as a reference laboratory for diagnosis and
resolving specific trouble-shooting cases.
As a result of this focus on quality, ACC cement specifications exceed
those set by BIS by a wide margin. Today, all ACC cement plants have
the ISO 9001
Quality Systems certification. This demonstrates our tradition of
providing reliable and consistent quality through the application of
modern technology, and justifies the preferences of a nationwide
customer base.

ACC manufactures the following types of cement, in addition to which,

it provides Bulk Cement and Ready Mix Concrete.

Ordinary Portland Cements

• OPC 43 Grade
• OPC 53 Grade

Blended Cements

• Fly-ash based Portland Pozzolana Cement

• Portland Slag Cement

ORDINARY PORTLAND CEMENTS

43 Grade Cement (OPC 43 Grade)

ACC Cement is the most commonly used cement in all constructions
including plain and reinforced cement concrete, brick and stone
masonry, floors and plastering. It is also used in the finishing of all
types of buildings, bridges, culverts, roads, water retaining structures,
etc.

What is more, it surpasses BIS Specifications (IS 8112-1989 for 43

grade OPC) on compressive strength levels.

ACC Cement is marketed in specially designed 50 kg bags.

53 Grade Cement
This is an Ordinary Portland Cement which surpasses the requirements
of IS: 12269-53 Grade. It is produced from high quality clinker ground
with high purity gypsum.
ACC 53 Grade OPC provides high strength and durability to structures
because of its optimum particle size distribution, superior crystalline
structure and balanced phase composition.
It is available in specially designed 50-kg bags.

BLENDED CEMENTS

Fly-ash based Portland Pozzolana Cement

This is a special blended cement, produced by inter-grinding higher
strength Ordinary Portland Cement clinker with high quality processed
fly ash - based on norms set by the company's R&D division. This
unique, value-added product has hydraulic binding properties not found
in ordinary cements.
It is available in specially designed 50-kg bags.

What is special about ACC Fly-ash based PPC?

ACC Fly-ash based PPC is made by intergrinding high strength clinker
with specially processed flyash. This imparts a greater degree of fineness
to ACC Fly- ash based PPC cement, improved workability properties
while mixing, and makes concrete more corrosion resistant and
impermeable. All of this makes for better long-term strength and
improved corrosion resistance and therefore, greater life for your
constructions. ACC Fly-ash based PPC is an eco-friendly cement

What are the advantages of using ACC Fly-ash based PPC ?

In concrete made from ordinary cements, moisture reacts with calcium
hydroxide in concrete to form calcium bicarbonate, which leaches out of
the concrete, leaving pores that reduce its strength. ACC Fly-ash based
PPC has ingredients which react with calcium hydroxide to form CSH
gel, to provide additional strength, which actually makes the concrete
grow in strength over the years. It also produces less heat of hydration
and offers greater resistance to the attack of aggressive waters than
normal Portland cement.
Can ACC Fly-ash based PPC be used for all jobs in construction?
ACC Fly-ash based PPC easily replaces OPC and provides additional
advantages for practically all types of construction applications -
commercial, residential, bungalows, complexes, foundation, columns,
beams, slabs and RCC jobs. It is especially recommended for mass
concreting work, and where soil conditions and the prevailing
environment take heavy toll of constructions made with ordinary
cements.
How ACC Fly-ash does based PPC stand up to corrosive
environments?
Due to its inherent characteristics, ACC Fly-ash based PPC makes very
corrosionresistant concrete that is superior to concrete made with OPC.
It is moreimpermeable to oxygen, CO2, chlorides, etc. Leaching of
alkalis is reduced andthe alkaline environment around steel is
maintained.

Portland Slag Cement

This is slag-based blended cement that imparts strength and durability to
all structures. It is manufactured by blending and inter-grinding OPC
clinker and granulated slag in suitable proportions as per our norms of
consistent quality. PSC has many superior performance characteristics
which give it certain extra advantages when compared to Ordinary
Portland Cement
It is available in specially designed 50-kg bags.

What is special about ACC PSC?

Compared to OPC, ACC PSC imparts some important additional

advantages

• Reduction in free lime leaching.

• Ultimate higher strength.
• Improved workability reduced bleeding as well as segregation and
corrosion.
• Denser, less permeable concrete and mortar.
• Better resistance to sulphates, chlorides, and CO2 and alkali-
aggregates reaction.
• Less heat, reduced plasticity and drying shrinkage.
• Increased static modulus of elasticity.
• Increased serviceability with less deflection of members and micro
cracks and reduced cost of construction and maintenance.

All these factors make for a strong, durable, and longer lasting
construction.
ACC PSC benefits the structure, protects the environment by reducing
CO2 emissions and helps conserve energy. Which is why it is often
referred to as eco- friendly cement.
The Federation International de la Precontrainte (FIP) Guide to Good
Practice for "concrete constructions in hot weather," states that if
concrete is likely to be exposed to an environment of sulphate-bearing
water or soil, it is preferable to use a proven type of blended cement
containing ground granulated blastfurnace slag. Concrete made with
ACC PSC has a higher density than concrete made with OPC, and hence
it improves the durability of concrete structures.
It can, therefore, be used for all purposes where OPC or PPC is used.
 Research & Development:

ACC is the only cement producer in India with its own in-
house
Research and Development facility. The sprawling
Research and
Consultancy Directorate (RCD) complex at Thane near
Mumbai has a unique track record of innovative research
and specialized technological services.

RCD has helped introduce some unique special projects

of immense value to the concrete and construction
sectors. These include repair products and grouts and
Ancones, a non explosive demolition agent. RCD has
developed Accmarg, a revolutionary new product and
grouting composition for the construction and repair of
new roads and highways.

The services of concrete group at RCD have been utilized

in the
striation of several heritage buildings across the country,
such as the CST terminus at Mumbai, churches and royal
palaces in Goa, Mysore and Hyderabad.
Sharing Knowledge:

Following the massive earthquake in Gujarat, ACC’s civil

engineers trained over 1500 unemployed youth from
remote villages in the fundamentals of building stronger,
more earthquake resistant structures. This was the first
formal training effort of its kind for masons. Many of
these youth are now gainfully employed.

Environmental Protection:

ACC is among the first companies in India to include

commitment to environmental protection as one of its
corporate,long before pollution control norms and
regulatory act came in to existence. The company
inducted the use of pollution control equipment and hig
efficiency sophisticated electrostatic precipitators for
cement kilns, raw mills, coal mills, power plants and
coolers as for as 1966. Today each ACC factory has high
efficiency state-of-the art pollution control equipment and
devices. Each of our manufacturing units has a separate
environment section manned by a qualified
environmental engineer and supporting staff. Our plants,
mines and township demonstrate the company’s
successful endeavors in greening activities such as
Afforestation, tree planting, horticulture, vegetable and
cultivation apart from basic landscaping designed to
enrich and beautify the environment.

Cleaner mining techniques have helped safeguard and

conserve mineral resources. In addition, we have taken
other positive measures such as top – soil conservation,
efficient water management systems and the treatment
of the wastage, sewage and effluents. Some of our plants
have become near self – reliant in their water
requirements.

ACC has achieved spectacular results in the utilization of

two
hazardous and pollutant industrial wastes – namely slag
from steel plants and fly ash from thermal power stations
– to make blended cements that help conserve limestone
resources. Over the years, ACC has won several prizes
and certificates of merit for environmental measures
undertaken at its various plants and mines.

In particular, for programs involving greening,

Afforestation,
rehabilitation of mines, noise abatement and other visible
measures lik
e tree plantation and water management.
A forestation and Greening the Environment. Tree
plantation is a regular and committed activity at ACC.
Vacant land in plant, mines and colony at each factory is
used to develop greenery of various species. Some ACC
plants (viz. Gagal, Jamul, Kymore and Chaibasa) have
developed as much as 40% area for green
belts as compared to statutory requirement of 30 %.
Every cement plant has its own success story of tree
plantation, greening activities, horticulture, flower and
fruit cultivation and water conservation. Tree plantation
and green belt development programs have been
extended to cover areas in vicinity of our plants for the
benefit of local community.
Rocky areas in mines have been rendered suitable for
plantation by overspreading topsoil obtained from mining
activity. A forestation programs have helped transform
the once barren and dry ambience into lush
greenery.Each One – Plant One has been an inspiring
message practiced by many of our employees. The total
plantation undertaken across ACC is more than 3.3
million numbers of trees, with an average survival rate of
85% and spread over an area of 1000 acres in mines,
factories and residential townships.

Water Conservation:

Water conservation is a noteworthy contribution in a

water scarce
country like ours. ACC cement units maintain a norm of
Zero Water Discharge. All the water used in plants for
industrial cooling is recycled through cooling towers,
water ponds and tanks. ACC cement plants have
converted old abandoned mines into huge reservoirs by
collecting rainwater from catchments around mines.
Water from these reservoirs is treated to make it potable.
As a result of these initiatives, we have several examples
of outstanding achievements in water harvesting and in
the creation of reservoirs in abandoned mines and
quarries. Some of our Works have become near self –
reliant in respect of their water requirement for industrial
and domestic consumption.

Transforming and Managing Waste:

ACC has achieved spectacular results in the utilization of

two
hazardous and pollutant industrial wastes – namely slag
from steel plants and fly ash from thermal power stations
– to make blended cements that offer unique advantages
to concrete. ACC also pioneered the use of waste sludge
from the fertilizer industry to make cement. The company
is actively engaged in the promotion of alternate fuels
and raw materials and in co – processing waste materials
through the effective use of cement kilns as co –
processing units. These include agro – wastes like rice –
husk and other husks, bagasse, used tyres, domestic and
hospital waste. ACC takes pride in extending its waste
management services to help minimize the discharge of
wastes.

QUESTIONAIRE

Please tell us about your experience with the Help

Center. Please be detailed in your responses.

Q1 :- Why did you contact the Help Center?

Ans.

Q2 :- What method did you use to contact the Help Center?

Ans.

Q3 :- Please let us know the name of the technician you

worked with?

Ans.

Q4 :- The Help Center Staff was knowledgeable and easy to

understand.

Ans.

Q5 :- The Help Center Phone Technician was able to handle

my problems quickly and to my satisfaction.

Ans.

Q6 :- Overall, how satisfied were you when you contacted

the Help Center?

Ans.
Q7 :- Was a campus technician dispatched?

Yes

No

Q8 :- The campus technician was knowledgeable and easy

to understand?

Ans.

Q9 :- The campus technician was able to handle my problem

quickly and to my satisfaction.

Ans.

Q10 :- Overall, how satisfied were you with your contact with
the Campus Technician?

Ans.
Q11 :- What changes, if any, can we make to improve our
Help Center?

Ans.

Q12 :- If you would like to be contacted, please enter your

contact information below.

Ans.

SUGGESTIONS

ACC should come out with such an advertisement, which can block
the customers mind and can change the customer’s perception about
the product.
In the new market scenario price is considered as the main attribute
of a product, which can stimulate maximum number of customers.

More improvement is required in the distribution network in the

out skit and in the remote areas, because in the peak season the
small dealers are taking goods twice or thrice and in between if the
distributors could not supply them, the competitors will get the
opportunities to supply the goods.

Salesmen should have good interaction with dealers, which result

company in increases sales.

Company executives should visit the counter on weekly basis.

Executive should take the feedback from the dealers about the
services of thesalesman and distributors.

The entire ACC product should be displayed at one place so that the
customer can be aware about the different types of cement.

The company has to take serious step for changing its packaging
style as many local companies are imitating the same and confusing
the customers.

Regular visit of sales force is required to solve the problem of

dealers in the market at the right time.
 CONCLUSION

The conclusion of this project report is that ACC

Limited company 7 its product are the profitable
not only in India but also in the whole world. Its
main competitor is Lafarge. In Duopoly market
cement product has 65% market share. As far as
ACC HELP CENTER is concerned is not very popular
among the consumers. Keeping pace with changing
times .and an ever-growing need for specialized
services, ACC has begun offering its marketing
expertise and distributaries facilities to other
producers in cement and related areas. However a
precondition of all such agreement is quality
control supervision to be carried out by an ACC
expert located at the franchisee’s plant. Each of
the regional Marketing offices has a customer
services cell that is manned by qualified civil
engineers. These, in addition to handling after-
sales servicing, function as advisory bodies that
can help customers, make the right choice of
cement for a specific area of application. ACC can
provide expert advice on getting the best value
from cement and offer assistance on related issues
in civil construction projects.

Besides this, technical books/booklets on cement,

concrete and building construction and
maintenance are regularly must be available for
the benefit of the customers. In addition to this,
ACC also publish free booklet, which profiles the
latest information on concrete research, design,
construction and maintenance.
BIBLIOGRAPHY

Books:
C.r. Kothari- research methodology
G.s. Bery-Marketing Reserch
Philip Kotler-Marketing Reerch

Web Sites:
www.askacc.com
 www.accltd.com
www.acchelp.com
www.acc help center.com