Efficiency of customer services Advanced comical industries ltd
Executive Summary
The report has four major parts. The first one is the Introduction part; in which the Objectives, Scope of the research, Methodology and limitations were discussed.
Secondly in the Organization part which contains an overview of ACI Limited. Here, I talked about the company profile, the background of the company, its mission, vision, values, business units, quality policy, business performance and Crop Care & Public Health Department of the company.
Result part is the third one, which contains the findings about the efficiency of customer services. I have collected the data through the Product Officers, Customer Service Officer, 10 Area Managers, 64 Marketing Officers & 25 Stockiest of different companies in Foridpur and khuksha. The survey questionnaire is designed by dividing four parts – product-based service, credit policy, promotion-based & personal-based services for the stockiest. A structured questionnaire is designed for the area managers and marketing officers.
Recommendation part is the most important part. It contains all the analysis of the primary data (field survey) along with the interpretation. In this research, I have tried to recommend some key features for improving the efficiency of customer services of Crop Care & Public Health Department. I have given importance on the quality of package and carton, credit days, bonus offer, training program, promotional materials, reward system, communication, customer suggestion, employment of local persons etc. These recommendations are based on the findings of the study. The study reveals that the importance of customer services is increasing day by day. If the company can offer the customers an affordable customer services, the company can get more competitive advantages & earn a huge profit.
Introduction
1.2. Objectives:
The following specific objectives are required to be achieved.
- To identify the customer services of the major market players of Crop Care & Public Health.
- To analyze the customer services of pesticide industry of Bangladesh.
- To compare the marketing strategies of all the major pesticide companies in Bangladesh and to find which marketing strategy the clients prefer.
- To find out the proper marketing strategy for CC & PH Department of ACI Limited to increase their efficiency of customer services.
1.3. Scope of the Research:
This report is basically a requirement of ACI Limited to measure the efficiency of current customer services & to identify some key points for improving the efficiency of customer services.
To know the customer services of the major pesticide market players in Bangladesh, the detailed customer services are the main focus of this research. All the organized bodies related to pesticide sector are the major considerations of this research.
1.4. Methodology:
To collect the detailed information, basically separated the respondents in three different divisions 1) Product manager, product officer, customer service officer 2) Area manager, marketing officer, sales officer and 3) The stockiest.
In depth interview of the first respondent division has been scrupulously scrutinized. Both formal question answer session and informal discussions were the part of this research. Primary interviews of the second & third respondent sections have been made, which was a questionnaire based interview. Convenient sampling method was applied for selecting the interviewees.
1.5. Limitations:
1. The main problem is that, there are not enough secondary research materials and published information available in Bangladesh.
2. The companies don’t publish anything about the customer services.
Since the competition is increasing day by day, the researchers are not focusing this subject well enough.
3. The information regarding the competitors is difficult to get.
4. The research only covers the DP of Foridpur &Khuksha.
About The Organization
2.1 Company Profile at a Glance:
- Company Name : Advanced Chemical Industries (ACI) Limited
- Address : ACI Centre, 245, Tejgaon Industrial Area, Dhaka-1208.
· Phone : +88-02-9885694
· Fax : +00-02-9886029
· E-mail : INFO@ACI-BD.COM
· Web Page : www.aci-bd.com
· Company Logo :
2.2 Background:
ACI was established as the subsidiary of Imperial Chemical Industries (ICI) in the East Pakistan in 1968. After independence the company has been incorporated in Bangladesh on the 24th of January, 1973 as ICI Bangladesh Manufactures Limited and also as Public Limited Company. This Company also obtained listing with Dhaka Stock Exchange on 28.12.1976 and its first trading of share took place on 09.03.1994. Later on May 05, 1992, ICI Plc divested 70% of its shareholders to local management. Subsequently the company was registered in the name of Advanced Chemical Industries Limited. Listing with Chittagong Stock Exchange was making on 22 October, 1995.
Advanced Chemicals Industries (ACI) Limited is one of the leading conglomerates in Bangladesh, with a multinational image. ACI is a Public Limited Company with a total number of 19,653 shareholders. Among these, there are three foreign and fifty local institutional shareholders. The company has diversified into five major businesses. Beside these, the company has a large list of international associates and partners with various trade and business agreements.
2.3 Company Mission:
ACI’s mission is to enrich the quality of life of people through responsible application of knowledge, skills and technology. ACI is committed to the pursuit of excellence through world-class products, innovative processes and empowered employees to provide the highest level of satisfaction to its customers.
2.4 Company Vision:
To realize the mission ACI will:
- Endeavor to attain a position of leadership in each category of it businesses.
- Attain a high level of productivity in all its operations through effective and efficient use of resources, adoption of appropriate technology and alignment with our core competencies.
- Develop its employees by encouraging empowerment and rewarding innovation.
- Promote an environment for learning and personal growth of its employees.
- Provide products and services of high and consistent quality, ensuring value for money to its customers.
- Encourage and assist in the qualitative improvement of the services of its suppliers and distributors.
- Establish harmonious relationship with the community and promote greater environmental responsibility within its sphere of influence.
2.5 Values:
· Quality
· Customer Focus
· Fairness
· Transparency
· Continuous Improvement
2.6 Distribution Network:
The company maintains strategically located sales centers in 198 different locations across the country. It has developed an advanced distribution system through its more than 300 skilled and trained manpower and a large fleet over 80 vehicles. The distribution system is capable of handling continuing volume of diverse range of products from the various businesses.
The company’s distribution centers are highly streamlined, computerized and automated. We are capable of maintaining a cold chain for some specialized range of products such as vaccines and insulin. The combination of this advmulti dimensional capabilities make it possible to handle hundreds of products efficiently.
2.7 Manufacturing Standards:
ACI has three separate manufacturing plants in the outskirts of Dhaka. The Pharmaceuticals plant is located at Narayanganj; ACI Formulations has been setup in Gazipur and the Tetley factory has been built at Konabari. ACI Limited is the first company in Bangladesh to have attained the ISO 9001 certification for Quality Management and ISO 14001 for Environment Management. The Trading subsidiary has also received ISO 9002 certificate. At our manufacturing facilities, we follow CGMP guidelines and standards recommended by World Health Organization (WHO) for pharmaceutical formulations.
2.8 ACI Formulation Limited:
ACI Formulations Limited (ACI FL) is a subsidiary of ACI Limited, located at Gazipur, in the outskirt of Dhaka.
ACI FL manufactures majority of the products of ACI strategic Business Limited except for Pharmaceuticals division. The factory is equipped with the state-of-Art facilities for product formulations and process innovation. These include modern computerized equipment like HPLC and GLC.
The product range manufactured at ACI FL include Crop Protection Chemicals like insecticides, herbicides and fungicides in granular, powder and liquid forms, Mosquito Pesticides in the forms of aerosols, vaporizers and coils, and households chemicals like toilet cleaners and hand wash.
2.9 Quality Policy
ACI aims is to achieve business excellence through quality by understanding accepting, meeting and exceeding customer expectations. ACI follows International Standards on Quality Management System to ensure consistent quality of products and services to achieve customer satisfaction. ACI also meets all national regulatory requirements relating to its current business and ensures that current Good Manufacturing Practices (CGMP) as recommended by World Health Organization is followed for its pharmaceutical operations.
The management of ACI commits itself to quality as the prime consideration in all its business decisions. All employees of ACI must follow documented procedures to ensure compliance with quality standards.
The pool of human resources of the company will be developed to their full potential and harnessed through regular training and their participation in seeking continuous improvement of work methods.
2.10 ACI Limited (Crops Care & Public Health Department):
Agribusinesses comprise of two strategic units, namely Crop Care and Public Health. These businesses deal with crop protection products, public health products and foliar products.
Animal Health division handles poultry and veterinary medicine, animal vaccines and nutritional products.
ACI is having a strong distribution network in crop care sector that extends up to the village level. Their qualified team members in the field are providing scientific advice and modern solutions for crop protection to the farmers. They are contributing significantly to the development of Agricultural sector as well as improving the economic well being of the farmers in Bangladesh.
They have broad spectrum of crop insecticides including bio-insecticides, fungicides and herbicides.
They have own Research and Development Station in Rural Development Academy in Bogra for the product development activities of crop care and seeds.
2.11 Organ gram – Crop Care and Public Health:
Technical PART
3.1 Findings from DP &How “Efficiency of Customer Services”
I have collected data from the stockiest Foridpur and khuksha to find out the current efficiency of customer services of ACI Limited and the major competitors. I have divided the services into four categories – (1) Product-based (2) Credit-based (3) Promotion-based (4) personal-based. The survey results are given below –
3.1.1 Product-Based Services
3.1.1. Foridpur:
Bayer:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – High, but ok.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
SEMCO:
1. Quality –Ok, but should be improved.
2. Delivery Time – Product is delivered timely, but there is a problem in season time.
3. Price – Low rate.
4. Information of current & new developments – To inform the DP, retailers & farmers timely
Syngenta:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – Appropriate.4. Information of current & new developments – To inform the DP, retailers & farmers timely.
Auto Equipment Limited:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – Appropriate.
4. Information of current & new developments – To inform the DP, retailers & farmers timely.
Padma Oil Company:
1. Quality – Appropriate.
2. Delivery Time – Product is not delivered timely.
3. Price – High.
4. Information of current & new developments – To inform the DP timely, but not to inform the retailers & farmers timely.
East West Crop Science:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely, but there is a problem in season time.
3. Price – Appropriate.
4. Information of current & new developments – To inform the stockiest, retailers & farmers timely.
ACI Limited:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely, but there is a problem in season time.
3. Price – High.
4. Information of current & new developments – To inform the stockiests timely & to inform the retailers & farmers timely through trade meeting and farmers meeting.
3.1.1.b Foridpur
Bayer:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – High, it should be minimized.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
Semco:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely
3. Price – High, it should be minimized.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
Syngenta:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – Appropriate.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
Auto Equipment Limited:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely, there is a problem for sometimes.
3. Price – High.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
Parma Oil Company:
1. Quality – Appropriate.
2. Delivery Time – Product is not delivered timely.
3. Price – High.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
ACI Limited:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely, but there is a problem in season time.
3. Price – High.
4. Information of current & new developments – To inform the stockiests timely & to inform the retailers & farmers timely through trade meeting and farmers meeting.
Setu Corporation Limited:
1. Quality – Appropriate.
2. Delivery Time – Product is delivered timely.
3. Price – High.
4. Information of current & new developments – To inform the stockiests, retailers & farmers timely.
3.1.2 Credit Policy
Foridpur & khuksha:
| Foridpur | Khuksha | |
| Credit Limit | As per potentiality of business | As per potentiality of business |
| Credit s | Minimum: 30 days |
Maximum: 90 daysMinimum: 30 days
Maximum: 90 daysBonus OfferPayment within –
30 days: 5%
90 days: 4%Payment within 90 days: 3%PunishmentBonus reductionBonus reduction,
After 180 days – Legal actionAgreement ProcedureCheque of bank
Credit days start from the invoice date.
Some specific products, like – Fungicide, are given 3/4 months before the season time through invoice, but credit days start in season time.Cheque of bank
Credit days start from the invoice date.
Some specific products, like – Fungicide, are given 3/4 months before the season time through invoice, but credit days start in season time.
Semco:
| Foridpur | Khuksha | |
| Credit Limit | As per potentiality of business | As per potentiality of business |
| Credit Days | Minimum: 90 days |
Maximum: 180 daysMinimum: 30 days
Maximum: 90 daysBonus OfferPayment within 90 days: 3%Payment within 90 days: 3%PunishmentBonus reductionBonus reduction,
After 180 days – Legal actionAgreement ProcedureCheque of bank
Credit days start from the invoice date.
Credit system can not be managed properly.Cheque of bank
Credit days start from the invoice date.
Credit system can not be managed properly.
Bayer Crop Science:
| Foridpur | Khuksha | |
| Credit Limit | As per potentoiality of business | As per potentiality of business |
| Credit Days | Minimum: 30 days |
Maximum: 90 daysMinimum: 30 days
Maximum: 90 daysBonus Offer30 days: 7%
60 days: 5%
90 days: 3%30 days: 10%
60 days: 8%
75 days: 4%PunishmentBonus reduction
120 days: 3% interests
150 days: 5% interestsInterests –
91-105 days: 10%
106-120 days: 15%
121-150 days: 25%Agreement ProcedureCheque of bank
1,00,000 TK. Deposit
Credit days start from the invoice date.Cheque of bank
Credit days start from the invoice date.
Padma Oil Company:
| Foridpur | Khuksha | |
| Types of Credit | Normal |
SpecialCredit LimitAs per potentiality of businessAs per potentiality of businessCredit DaysMinimum: 45 haday
Maximum: 60 daysMinimum: 45 day
Maximum: 60 daysBonus Offer45 days: 3%
60 days: 2.5%45 days: 3%
60 days: 2.5%PunishmentBonus reduction
More than 120 days: Legal actionBonus reduction,
After 180 days – Legal actionAgreement Procedure1,00,000 TK. Cash deposit
Credit days start from the invoice date.Cheque of bank, Land mortgage Credit days start from the invoice date.
Syngenta:
| Foridpur | Khuksha | |
| Type of Credit | PC & RC | PC & RC |
| Credit Limit | As per business potentiality of customer | As per business potentiality of customer |
| Credit Days | Minimum: 30 days |
Maximum: 90 daysPC: 45-60 days
RC: Pushing in October & Invoicing in JanuaryBonus Offer3% -12%Payment within 45 days: 3%PunishmentBonus reductionBonus reductionAgreement ProcedureCheque of bank
Credit days start from the invoice date.
Some specific products are given through chalan before 3/4 months of season time, credit days start in season time.Cash deposit: 50,000.00 Tk. Credit days start from the invoice date.
Some specific products are given through chalan before 3/4 months of season time, credit days start in season time.
ACI Limited:
| Foridpur | Khuksha | |
| Type of Credit | Normal |
Special Credit Limited Maximum:
Normal – 8,00,000 Tk.
Special – 10,00,000 Tk.As per potentiality of businessCredit DaysMinimum: 60 days
Maximum: 90 daysMinimum: 60 day
Maximum: 90 daysBonus Offer60 days: 4%
90 days: 3%60 days: 4%
90 days: 3%PunishmentBonus reduction
More than 120 days: Legal actionBonus reduction,
After 120 days – Legal actionAgreement ProcedureCheque of bank Credit days start from the invoice date.Cheque of banCredit days start from the invoice date.
Setu Corporation Limited:
| Foridpur | ||
| Credit Limit | As per potentiality of business | |
| Credit Days | Minimum: 30 days |
Maximum: 180 daysBonus Offer Payment within 180 days: 3%Punishment Bonus reduction,Agreement Procedure Cheque of bank
Credit days start from the invoice date.
East West Crop Science:
| Khuksha | ||
| Type of Credit | Normal |
Special Credit LimitMaximum:
Normal – 7,00,000 TK.
Special – 10,00,000 TK. Credit DaysMinimum: 30 days
Maximum: 90 days Bonus Offer30 days: 5%
90 days: 3% PunishmentBonus reduction Agreement ProcedureCheque of bank
Credit days start from the invoice date.
3.1.3 Promotion
3.1.3. a Foridpur:
Bayer:
1. Incentives / Gifts / Bonus – 3% product bonus of total sales volume.
– Incentives: 1, 00,000.00 – 2%, 3,00,000.00 –
2.5%, 5, 00,000.00 – 3%
– Different types of gifts, such as –
calculator, key ring, pen etc.
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour.
4. Promotional Materials – Calendar, poster, festoon, leaflet, t-shirt, pen, cap etc.
5. Factory Visit – There is no factory visit.
6. Training / Knowledge-building program – Training program for
stockiest two times in a year.
– Training program for retailers
three/four times in a year.
– Knowledge-building program
for farmers incase of new
products / season time.
7. Stockiest Conference – Yearly conference.
Semco:
1. Incentives / Gifts / Bonus – Yearly sales Tk. 50,00,000.00 – 4.5%
Tk. 20,00,000.00 – 3%
Tk.10,00,000.00 – 2.5%
Tk. 1,00,000.00 – 2%
– Gifts are provided by company & stockiest jointly to retailers.
– Television, mobile set etc. are provided to the stockiests for fulfilling the target.
– Bonus: 10 cartons – 1 carton, 20 cartons – 2 cartons.
2. Reward System – Reward is given to the best stockiests on the basis of sales & profitability.
3. Recreation Tour – Yearly recreation tour
4. Promotional Materials – Calendar, poster, leaflet, pen, pad, cap etc.
5. Factory visit – There is no factory visit system.
6. Training / Knowledge-building program – Yearly training program
for Retailers.
– Knowledge-building program for
Farmers incase of new products.
7. Stockiest Conference – Yearly conference.
Syngenta:
1. Incentives / Gifts / Bonus – 3% bonus of total sales volume.
– 1% to 2% bonus for specific products.
– For package program: 6,00,000.00 – 4%,
12,00,000.00 – 6%, 18,00,000.00 – 8%,
24,00,000.00 – 10%, 30,00,000.00 – 12%.
– Watch, pen, key ring, greeting card etc. are
given on occasion to the stockiests.
2. Reward System – There is no reward system for the stockiest.
3. Recreation Tour – Yearly recreation tour for the selected stockiests.
4. Promotional Materials – Poster, calendar, festoon, leaflet etc.
5. Factory visit – There is no factory visit system.
6. Training / Knowledge-building Program – Yearly training program
for the stociests & retailers
by paying fees.
– Knowledge building
programs for farmers incase
of new products & season time.
7. Stockiest Conference – Yearly conference.
Auto Equipment Limited:
1. Incentives / Gifts / Bonus – Yearly sales: 5,00,000.00 – 3%,
– For selected products: 10 cartons – 1 carton
20 cartons – 2 cartons Gifts are given in conference.
2. Reward System – Reward is given to the stockiests on the basis of performance (1st, 2nd,)
3. Recreation Tour – Yearly recreation tour.
4. Promotional Materials – Calendar, poster, notebook, leaflet, pen, pad etc.
5. Factory Visit – There is a factory visit system.
6. Training / Knowledge-building Program – Knowledge building
programs for retailers and
7. Stockiest Conference – Yearly conference.
Padma Oil Company:
- Incentives / Gifts / Bonus – Total sales Tk. 5,00,000.00 cash incentives.– incentives
– Total sales Tk. More than 5,00,000.00 – 3%
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour system.
4. Promotional Materials – Leaflet, poster, pen, T-shirt, pad, key ring etc.
5. Factory Visit – There is no factory visit system.
6. Training / Knowledge-building Program – Training for stockiest two/three times in a year
(District-wise).
East West Crop Science:
1. Incentives / Gifts / Bonus – 3% cash incentives of total sales.
– Bonus: 100 cartons – 5 cartons, 500 cartons
– 25 cartons.
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour system.
4. Promotional Materials – Leaflet, poster, calendar etc.– Training for retailers incase of
newproducts.
– Knowledge building program for
farmers incase of new products
& season time.
7. Stockiest Conference – No conference.
ACI Limited:
1. Incentives / Gifts / Bonus – 3% / 4% bonus of total sales volume.
– Gifts are given for fulfilling the target.
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour system.
4. Promotional Materials – Leaflet, poster, pen, cap, pad etc.
5. Factory Visit – Potential customers are invited to visit the head office & factory.
6. Training / Knowledge-building Program – There is no formal
training program for the
Setu Corporation Limited:
1. Incentives / Gifts / Bonus – Yearly sales: 1,50,000 – 5,00,000 = 2%
5,00,001- 10,00,000 = 3%,
10,00,001- 15,00,000 = 3.5%
15,00,001 – 20,00,000 = – Gifts are given for fulfilling the target.
2. Reward System – Yearly reward system for the stockiests (1st, 2nd, 3rd)
3. Recreation Tour – There is a recreation tour system after every 2 years.
4. Promotional Materials – Leaflet, poster, pen, cap, calendar etc.
5. Factory Visit – There is no system of factory visit.
6. Training / Knowledge-building Program – Yearly training program
for the stockiests.
– Knowledge-building
programs for the retailers &
farmers 3 times in a year.
7. Stockiest Conference – Yearly conference.
3.1.3.b Khuksha:
Bayer:
1. Incentives / Gifts / Bonus – Incentives: Total Sales – 1, 00,000.00 – 2%,
3, 00,000.00 – 2.5%,
5, 00,000.00 – 5%
– Different types of gifts, such as –
calculator, key ring, pen etc.
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour.
4. Promotional Materials – Calendar, poster, festoon, leaflet, tee shirt, pen, cap etc.
5. Factory Visit – There is no factory visit system.
6. Training / Knowledge-building program – Training program for
retailers two/three times in a
year.
– Knowledge-building program
for farmers incase of new
products / season time.
7. Stockiest Conference – No conference.
Semco:
1. Incentives / Gifts / Bonus – Target sales Tk. 1,50,000.00 – 2%
Tk. 6,00,000.00 – 3%
Tk.10,00,000.00 – 3.5%
Tk. 20,00,000.00 – 4%
Tk. 30,00,000.00 – 5%
– product bonus: 1%
– Gifts are provided by company & stockiest jointly to retailers.
– Television, mobile set etc. are provided to the stockiests for fulfilling the target.
2. Reward System – Reward is given to the best stockiests on the basis of sales & profitab
3. Recreation Tour – Yearly recreation tour
4. Promotional Materials – Calendar, poster, leaflet, pen, pad, cap etc.
5. Factory visit – There is a factory visit system.
6. Training / Knowledge-building program – Yearly training program
for Retailers.
– Knowledge-building program for
Farmers incase of new products.
7. Stockiest Conference – Yearly conference.
Syngenta:
1. Incentives / Gifts / Bonus – 3% bonus of total sales volume.
– 1% to 2% bonus for specific products.
– For package program: 6,00,000.00 – 4%,
12,00,000.00 – 6%, 18,00,000.00 – 8%,
24,00,000.00 – 10%, 30,00,000.00 – 12%.
– Watch, pen, key ring, greeting card etc. are
given on occasion to the stockiests.
2. Reward System – There is no reward system for the stockiest.
3. Recreation Tour – Yearly recreation tour for the selected stockiests
4. Promotional Materials – Poster, calendar, festoon, leaflet etc.
5. Factory visit – There is no factory visit system.
6. Training / Knowledge-building Program – Yearly training for the stociests & retailers
by paying – Knowledge building
programs for farmers incase
of new products & season
7. Stockiest Conference – Yearly conference.
Auto Equipment Limited:
Incentives / Gifts / Bonus – Yearly sales: 5,00,000.00 – 3% 10,00,000.00 – 4%, 20,00,000.00 – 5%. For selected products: 10 cartons – 1 carton 20 cartons – 2 cartons.
– Gifts are give
2. Reward System – Yearly reward is given to the stockiests on the basis of performance (1st, 2nd & 3rd)
3. Recreation Tour – No recreation tour.
4. Promotional Materials – Calendar, poster, notebook, leaflet, pen, pad etc.
5. Factory Visit – There is a factory visit system.
6. Training / Knowledge-building Program – Knowledge building programs for retailers and farmers.
7. Stockiest Conference – Yearly conference.
Padma Oil Company:
1. Incentives / Gifts / Bonus – Total sales Tk. 1,00,000.00 – 2%
Tk. 15,00,000.00 – 2.5%
Tk. 40,00,000.00 – 3%
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour system.
4. Promotional Materials – Leaflet, poster, pen, tee shirt, pad, key ring etc.
5. Factory Visit – There is no factory visit system.
6. Training / Knowledge-building Program – Training for two/three times in a year
(District wise – Training for retailers incase
Of new product– Knowledge builprogram
for farmers six/seven times in a year
. 7. Stockiest Conference – Yearly conference.
ACI Limited:
1. Incentives / Gifts / Bonus – 3% bonus of total sales volum- Gifts are given for fulfilling the target.
2. Reward System – There is no reward system.
3. Recreation Tour – There is no recreation tour system.
4. Promotional Materials – Leaflet, poster, pen, cap, pad etc.
5. Factory Visit – There is no system of factory visit.
6. Training / Knowledge-building Program – There is no formal training program for the
stockiests & retailers, trade
meeting is arranged for Knowledge-building
– 7. Stockiest Conference – No conference.
Setu Corporation Limited:
1. Incentives / Gifts / Bonus – Yearly sales: 1,50,000 – 5,00,000 = 2%
5,00,001- 10,00,000 = 3%,
10,00,001- 15,00,000 = 3.5%
15,00,001 – 20,00,000 = 4%
bonus.
– Gifts are given for fulfilling the target.
2. Reward System – Yearly reward system for the stockiests (1st, 2nd & 3rd)
3. Recreation Tour – There is a recreation tour system after every 2 years.
4. Promotional Materials – Leaflet, poster, pen, cap, calendar etc.
5. Factory Visit – There is no system of factory visit.
6. Training / Knowledge-building Program – Yearly training program
7. Stockiest Conference – Yearly conference.
3.1.4 Personal-Based Services
3.1.4.a :Foridpur
Bayer:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests & retailers from time to time. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the stockiests’ suggestions for all time.
3. Problem Solutions – Product management team and Regional Manager solve the problems of the stockiests, retailers & farmers properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests follow up the retailers after selling the products.
6. Customer Database – The company maintains the customer database properly.
Semco:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests & retailers from time to time. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the stockiest’s suggestions properly.
3. Problem Solutions – The company employees try to solve the problems properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests don’t follow up the retailers timely after selling the products.
6. Customer Database – The company doesn’t maintain the customer database properly.
Syngenta:
1. Communication – Marketing Officer communicates with the stockiests & retailers time to time.
2. Customer’s Suggestions – Top management doesn’t accept the customer’s suggestions for all time.
3. Problem Solutions – The company team always tries to solve the problems properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests doesn’t follow up the retailers timely after selling the products.
6. Customer Database – The company maintains the customer database properly.
Auto Equipment Limited:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests and retailers regularly. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the customer’s suggestions for all time. 3. Problem Solutions – The company employees always try to solve the problems quickly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The Company maintains the customer database properly.
Padma Oil Company:
1. Communication – The company employees communicate with the stockiests retailers and farmers from time to time & Regional Manager Communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the customer’s suggestions.
3. Problem Solutions – The company team solves the problems in late.
4. Friendly, Honest & Helpful – The company employees are not friendly, honest and helpful.
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The comapny doesn’t maintain the customer database properly.
East West Crop Science:
1. Communication – Marketing Officer & Sales Officer communicate regularly and Area Manager communicates weekly with the stockiests.
2. Customer’s Suggestions – Top management always tries to consider the customer’s suggestions.
3. Problem Solutions – The company always tries to solve the problems properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, honest & helpful.
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The company maintains the customer database properly.
ACI Limited:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests and retailers regularly. Area Manager communicates with the stockiests weekly.
2. Customer’s Suggestions – Top management tries to accept the customer’s suggestions, but not for all time.
3. Problem Solutions – The company team tries to give proper solutions of the problems.
4. Friendly, Honest & Helpful – The company employees are very friendly, honest & helpful.
3.1.4.b Khuksha:
Bayer:
1. Communication – Territory Officer communicate with the stockiests & retailers from time to time. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the stockiests’ suggestions for all time.
3. Problem Solutions – Territory Officer and Regional Manager solve the problems of the stockiests, retailers & farmers properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests follow up the retailers after selling the products weekly.
6. Customer Database – The company maintains the customer database properly.
Semco:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests & retailers from time to time. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management accept the stockiest’s suggestions properly.
3. Problem Solutions – The company employees try to solve the problems properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests don’t follow up the retailers timely after selling the products.
6. Customer Database – The company doesn’t maintain the customer database properly.
Syngenta:
1. Communication – Marketing Officer communicates with the stockiests & retailers from time to time. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management accepts the customer’s suggestions properly.
3. Problem Solutions – Marketing Officer & Regional Manager try to solve the problems properly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & ho
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The Company maintains the customer database properly.
Auto Equipment Limited:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests and retailers regularly. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management tries to accept the customer’s suggestions for all time.
3. Problem Solutions – The company employees always try to solve the problems quickly.
4. Friendly, Honest & Helpful – The company employees are very friendly, helpful & honest.
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The Company maintains the customer database properly.
Padma Oil Company:
1. Communication – The company employees communicate with the stockiests retailers and farmers from time to time & Divisional Manager Communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management doesn’t accept the customer’s suggestions.
3. Problem Solutions – The company team solves the problems in late.
4. Friendly, Honest & Helpful – The company employees are not friendly, honest and helpful.
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The Company doesn’t maintain the customer database properly.
ACI Limited:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests and retailers regularly. Area Manager communicates with the stockiests weekly.
2. Customer’s Suggestions – Top management tries to accept the customer’s suggestions, but not for all time.
3. Problem Solutions – The company team tries to give proper solutions of the problems.
4. Friendly, Honest & Helpful – The company employees are very friendly, honest & helpful.
5. Follow up – The stockiests follow up the retailers timely after selling the products
6. Customer Database – The Company maintains the customer database properly.
Setu Corporation Limited:
1. Communication – Marketing Officer & Sales Officer communicate with the stockiests and retailers regularly. Regional Manager communicates with the stockiests monthly.
2. Customer’s Suggestions – Top management tries to accept the customer’s suggestions, but not for all time.
3. Problem Solutions – The company team tries to give proper solutions of the problems.
4. Friendly, Honest & Helpful – The company employees are very friendly, honest & help
5. Follow up – The stockiests follow up the retailers timely after selling the products.
6. Customer Database – The Company tries to maintain the customer database.
Measuring The Efficiency of Customer Servces
1. I am happy with the organization’s present customer service policy –
2 The employees in my department work as a team –
3 We have the highest reputation in the area –
4 We maintain a customer database –
5 We communicate with them from time to time –
6 We provide attention to each customer personally –
7 We know the customers’ past buying histories –
8 The customers’ requirements are fulfilled by your company –
9 There is a strong relationship between the company and the customers –
2. 10 We inform the clients about the current and new developments regarding the business
11 ACI always considers the customers’ suggestions and advices –
12 ACI provides appropriate solutions to problems to the customers –
13 The customers know enough about the company –
14 We have a clear idea of how your customers make purchase decisions –
15 We have a performance measurement system –
16 ACI always tries to study about the competitors precisely –
17 ACI deliveries products within the time promised –
18 We have a follow up system after selling the products –
19 Customers think that your products’ prices are appropriate –
20. Payment terms are flexible –
21 We have a knowledge-building / educational program –
22 We have a reward system for the customers –
23 Which types of trade promotions can be used by your company?
From the above comparative analysis regarding customer efficiency of services among companies assist me to take decision about the Advanced Chemical industries ltd (ACI) .So we can say, according decision- ACI is better than the other companies to Efficiency of customer service.
Product:
- Quality
- Delivery time –
- Price –
- Information of current and new developments –
Credit:
- Types of credit –
- Credit limit:
a) Maximum –
b) Minimum –
c) Credit days –
- Bonus offer / Reward –
- Punishment –
- Agreement procedure –
Promotion:
- Incentives / gifts / bonus –
- Reward system –
- Recreation tour –
- Promotional material –
- Factory visit –
- Training / knowledge building / educational program –
- Stockiest conference –
- Personal:
- Communication –
- Customers’ suggestions –
- Problem solutions –
- Friendly, honest, helpful –
- Follow up –
- Customer Database –
Findings from Area Managers & Marketing Officers: