UPTEC COMPUTER CONSULTANCY

Topic: CUSTOMER SERVIES OF TATA WITH SPECIAL REFERENCE TO TANISHQ

Submitted to:

Submitted by:

 Topic Problem definition Objective Introduction to company a. Companys profile b. Products profile c. Methodology d. conclusion Questionnaire

Many attemps have been made to define customer services. But as we see it, most definition take the organization as the cental focus point. But first and foremost customer services should be about customer. As per our view customer sevices are becoming the main aim for any business / organization. So heres our definition , from customers point of view
A customer defines good customer service as how she perceives that an organization has delighted her, by exceeding to meet her needs".

Problems:

Is the customer service department of tanishq doing all the work? Is the there customer is fully satisfied or not What is more important customer satisfaction or profit? Why tanishq customer services not others jewellery brand Is there is any direct contact with there customer As they have very less showroom in particular city how they manage
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As they are improving there servies or not? Which metal from tanishq people prefer most ?

Which type services they provided to there customer

The main objective of research is to fine out the truth which is hidden and has not been discovered yet. To investigate about the customer service of Tata with special reference to Tanishq and to know

behaviour which they show at time of purchase of product which things guide and effect their choice and preference The objective can be summarized as follow: To get an idea about the market size of TATA To know about the customer service of tata How do customer come to know about this brand of jewellery Whether they used TATA / TANISHIQ product or not

Their attitude toward TATA / TANISHIQ product ,reason for dissatisfaction(if any) and also

awareness about the new product TATA / TANISHIQ Is the company is fully satisfied their customer or not

 Which metal they frequently purchase from the tanishq Which type of type of services customer like the most Why only tanishq for jewellery not any other brand

 TATA PROFILE
Tata companies operate in seven business sectors: communications and information technology engineering, materials, services, energy, consumer products and chemicals. They are, by and large, based in India and have significant international operations. The total revenue of Tata companies, taken together, was $70.8 billion (around Rs325,334 crore) in 2008-09, The Tata name has been respected in India for 140 years for its adherence to strong values and business ethics

Every Tata company or enterprise operates independently. Each of these companies has its own board of directors and shareholders, to whom it is answerable. There are 28 publicly listed Tata enterprises and they have a combined market capitalisation of some $60 billion, and a shareholder base of 3.5 million. The major Tata companies are Tata Steel, Tata Motors, Tata Consultancy Services (TCS), Tata Power, Tata Chemicals, Tata Tea, Indian Hotels and Tata communication Founder of tata is Jamsetji Tata 1868 Tata companies have always believed in returning wealth to the society they serve Going forward, Tata is focusing on new technologies and innovation to drive its business in India and internationally. The Nano car is one example

 TANISHQ - EVOLUTION
Tanishq is India's largest, most desirable and fastest growing jewelry brand in India. Started in 1995, Tanishq is the jewelry business group of Titan Industries Ltd promoted by the TATA group, India's most respected and widely diversified business conglomerate Titan came into existence in July 1984, when the Tata Group joined hands with the Tamil Nadu Industrial Development Corporation (TIDCO) to make a foray into the watch industry.

Titan started manufacturing jewellery watches and jewellery in 1994. It set up its fully integrated Rs. 400 million-jewellery plant in Hosur. The plant had the capacity to manufacture four tonnes of gold in a year. Titan launched these products under the brand name of Tanishq, in 1995

The name Tanishq, a blend of two words, 'tan' (body) and 'ishq' (love), was coined by Xerxes Desai, the Vice-Chairman and Managing Director of Titan.To change its image from a watch manufacturer to a fashion accessories manufacturer, Titan was renamed Titan Industries Ltd. in 1995. Titan scaled the capacity of its Hosur plant to 4.18 million units in 1996 to meet the domestic and international demand. From the late 1990s, Titan's commitment to the jewellery business increased.

When Titan launched Tanishq in 1995, the jewellery industry in India valued at Rs 40,000 crore was mostly unorganized, with around 3.5 lakh players. Before 1992,only the Metal and Mineral Trading Corporation and the State Bank of India were allowed to import gold. In 1992, as part of economic liberalization, the government abolished the Gold Control Act of 1962, allowing free import of gold.
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In993,private companies were allowed to enter the hitherto restricted gold anddiamond mining industry. Foreign nvestors were allowed to hold up to 50%equity in mining ventures.

PRODUCT PROFILE

Tanishq Jewelry Brands belonging to the House of Tata, is one of the most successful jewellery brands in India. Tata has always followed the policy of business diversification and Tanishq is just one more step in that direction. Tanishq came into existence from Titan, the watch company owned by Tata.

Tanishq Brand of Jewellery is not only a successful jewellery company but has also made the jewelry market in India more organized than it ever was. There are a total of 84 stores in 61 Indian cities at present. Apart from buying jewellery, customers can also exchange them and avail from special discount offers. You can choose from exclusive jewellery like diamond studded gold jewellery with lots of innovative designs.

 Tanishq Brand is all about the aspirations of the modern Indian woman who follow traditions but at the same time does not loose her individuality.

Tanishq Jewelry Brands gives you a wide range of jewellery to choose from, necklaces, bracelets, rings, earrings when you step into a Tanishq showroom in India. You can choose from contemporary designs, which highlight the modern thoughts and desires. The traditional jewellery focusing on the various aspects of the Indian history are also popular with the customers.

Platinum jewellery and silverware designed by trained people are also a part of Tanishq Jewellery Brand. The brand includes the following collections:

The Paheli Collection Aria Hoopla Lightweights Aamra Aarka Collection G Solo Daytimes Lightweight diamonds Daisy Aqua Ivy Mystique Nuvo Noor Ebony

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I have completed my project under the topic:

customer service of tata with special reference to tanishq

1.)

Collecting the information through questionnaires, personalinterviews/discussions, magazines, internet, etc 2.) Analysis and interpretation of the collected information 3.) Presenting the findings of the research study in the form of a research report

INFORMATION REQUIRED (Data collection) Data collection is a key activity of research. Data collection method is the backbone of research design . There are two type of data 1. primary data 2. secondary data

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PRIMARY DATA44 Primary data is the data gathered first time by the researcher . primary data can be collected through observational studies , market surveys or experiments SECONDARY DATA Secondary data is the collection by any other person other than then researcher.The data collected may be internal or external. Collected data may be for the same purpose or any other purpose. Keeping in mind the research objective,the first problem is to collect the relevan and required information.The information required is a collection of relevant event and information Collection of primary data

I collect the primary data during the course of doing experiment research but in case we do research of the descriptive type and perform survey, sample surveys then we can obtain primary data either through observation or through direct communication with respondents in one from or another or through personal interviews this means that there are several methods of collection primary data. Particularly in survey and descriptive research. Basically we put emphasis on questionnaire for collecting data. in it there are the questions which are predetermined and the respondents are asked to provide the answer by selecting the most appropriate answer among all. By the use of questionnaire the time required for collecting the primary data for respondents is saved , as every time it is not needed To ask the
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same questions to different respondents.moreover a pattern of questions is asked to every respondent and they give answers by selecting the answers from the set of alternatives which the uniformity in answers and make easy the interpretation

COLLECTION OF SECONDARY DATA: Various publication of the central,state ana local government Various publication of foreign government or international bodies Books, magazines and newspapers Report and publication of various associations connected with business and industry Public record ,historical documents an other source of publication Report prepared by research scholars, universities, economists etc. in different field

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I would like to conclude by saying it was very good experience on working on Tata / Tanishq . As in project we emphasis more on the customer service of tanishq and we are glad to know that they providing proper customer services in terms of knowing people wants and need. They focus more on there customer satisfaction than profit .They provide all type of customer services which is possible. i.e filling the feedback form to know more about with due respect Through this project we come to know about almost aspect of tanishq. there customer view , provide aftersale service.attenting there customer with patience and

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In survey more of data collection is questionnaire. Questionnaire is standard format of data collection to record urban response to question if it is utilized when population large. Generally questionnaire is use to record consumer awareness, attitude, opinion and present behavior and to make interview to sale person and consumer

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CONSUMERS QUESTIONNAIRE

Name: . Age : .. Monthly Income :...

1. you preferred the brand because of: a. Quality b. Brand c. Price d. Availability e. other 2. From where did you know about tanishq brand: a. Advertisment b. co-worker c. friend d. relative

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3. which metal you often purchase from tanishq a. gold b. diamond c. platenum 4. approximately how many product you purchase from tata: a. 1 product b. 2 product c. More d. none 5. which media you prefer the most for the know about the product: a. T.V b. Cinema c. Audio d. Magazine e. newspaper

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6. what is your opinion about the price of different product of tanishq a. Quite costly b. Costly c. Reasonable cost d. Economical price 7. Do like the customer service provided by the company: a. Yes b. No c. Sometime yes d. Sometime no 8. which customer service you like the most of the company: a. after sale service b. attending there customer with due respect c. having patience while attending there customer d. any other
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9. will you use/purchase [product] again from tanishq? a. Yes b. No c. If possible 10. What is your overall satisfaction rating with the tanishq: a. Very satisfied b. Some what satisfied c. Nethier satisfied nor dissatisfied d. Some what dissatisfied e. Very dissatisfied 11. After using the costomer service of tata will you

recommend the product to ur friend or colleague a. Yes b. No c. If asked 12. compared to other jewellery brand that are available, why only tanishq (if you used) .......
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