Survey On Customer Satisfaction of Philips Lightings

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS
INTRODUCTION
Electrical lighting business is characterized by low margins and stiff competition.

Many of the organized sector manufacturers have launched specialized products to
increase profitability. The domestic players have been facing intense competition from
cheap imported Chinese products post removal of import restrictions. However Philip's
lighting division recorded better growth than industry and improved its market share in
all the segments during 2001.Entry barriers in the electronics industry are not very high.
Opening up of the economy has attracted a host of global majors, who have launched the
latest technology products. One of the most important characteristics of the Indian market
is that it is highly price sensitive. Increased pressure due to competition and overzealous
capacity creations has resulted in lower margins.PIL is a subsidiary of global electronics
giant Philips and a leading player in the consumer electronics and electrical lighting
segments backed by superior design and technology. It also makes domestic appliances,
electronic components, telecom equipment etc. The parent company Koninklijke Philips
Electronics N.V. (KPENV) has acquired 91.5% stake in the company through 2 open
offers. The company proposes to delis the shares from the exchanges by making an open
offer for the balance stake. Entry barriers in the electronics industry are not very high.
Opening up of the economy has attracted a host of global majors, who have launched the
latest technology products. One of the most important characteristics of the Indian market
is that it is highly price sensitive. Increased pressure due to competition and overzealous
capacity creations has resulted in lower margins.
INDUSTRY PROFILE
Babasabpatilfreepptmba.com Page 1
The modern world is an electrified world. It might be argued that any of a number
of electrical appliances deserves a place on a list of the millennium's most significant
inventions. The light bulb, in particular, profoundly changed human existence by
illuminating the night and making it hospitable to a wide range of human activity. The
electric light, one of the everyday conveniences that most affects our lives, was invented
in 1879 simultaneously by Thomas Alva Edison in the United States and Sir Joseph
Wilson Swan in England.
 In 1811, when Sir Humphrey Davy discovered that an electrical arc passed
between two poles produced light.
 In 1841, experimental arc lights were installed as public lighting along the Place
de la Concorde in Paris. Other experiments were undertaken in Europe and
America. But the arc light eventually proved impractical because it burned out too
quickly.
 Inventors continued to grapple with the problem of developing a reliable electric

light that would be practical for both home and publicuse as a viable alternative to
gaslight.
 The solution lay not in an electrical arc in open space, but in electricity passed
through a filament. The breakthrough theory became known as the Joule effect.
 If passed through a resistant conductor, would glow white-hot with heat energy
turned to luminous energy. The problem was devising the right conductor, or
Filament, and inserting it in a container, or bulb, without oxygen because the

presence of oxygen would cause the filament to bum.
 Swan was the first to construct an electric light bulb, but he had trouble
maintaining a vacuum in his bulb. Edison solved this problem, and on October 21,
1879, he illuminated a carbon filament light bulb that glowed continuously for 40
hours.
 In the period from 1878 to 1880 Edison and his associates worked on at least
three thousand different theories to develop an efficient incandescent lamp.
 Edison was trying to come up with a high resistance system that would require far
less electrical power than was used for the arc lamps. This could eventually mean
small electric lights suitable for home use.
 By January 1879, at his laboratory in Menlo Park, New Jersey, Edison had built
his first high resistance, incandescent electric light. It worked by passing
electricity through a thin platinum filament in the glass vacuum bulb, which
delayed the filament from melting.
 He even thought about using tungsten, which is the metal used for light bulb
filaments now, but he couldn’t work with it given the tools available at that time.
 By the end of 1880, he had produced a 16-watt bulb that could last for 1500 hours
and he began to market his new invention.
 In 1910, William David Coolidge of the General Electric Company of

Schenectady, New York, invented the tungsten filament, which further improved
the longevity of the light bulb.
 Edison did make a lot of money off of his inventions but he was never as brilliant
a businessman as inventor.
 In 1878, even before he had a decent light bulb, he had found backers and started
a company called the Edison Electric Light Company. As he went along he
created a half a dozen other companies in the electric field.
 They merged in 1889 to form the Edison General Electric Company. In 1892 it
merged with a company called Thomson-Houston to form General Electric. The
dropping of Edison's name was a symbol of the dropping of Edison.
 He had sold out his shares and power to gain time and money for his other
interests. He made a good deal of money, but he sold out too soon. Today General
Electric is one of the largest corporations in the world. It has revenues of $70
billion a year, 222,000 employees and operates in 100 countries.
HISTORY-LIGHTING ENGINEERING
 1985 - 2003 Summary of Major Lighting Technology Programs

Since early 1985, Continental Design & Engineering has been involved in the
creation of significant Intellectual Property for the Automotive Lighting Industry.
 1985: Lighting Product Design & Engineering

Continental became a supplier of lighting engineering services in Anderson,
Indiana. Federal changes in forward lighting regulations [Federal Motor Vehicle
Safety Standard - FMVSS 108] in 1984 permitted replaceable bulb [aerodynamic]
headlamps in U.S.A. for the first time. This permitted revolutionary changes in
lighting designs.
 1986-1988: Training & CAD Implementation

With GM changing to the CGS CAD system, Continental helped many
Automotive Suppliers migrate to the new CGS system by creating an entirely new
CGS training system for CAD designers.
 1986-1992: Lighting Value Engineering
 1986-2001: Lighting Research & Development

Continental has helped create Automotive Lighting R & D groups for many
clients that sustained the rapidly expanding forward lighting products for North
American automotive manufacturers.
 1988-1996: Computer-Aided-Engineering
Continental created a Computer-Aided-Engineering [CAE] group between 1988 -
1996 that was able to product CAE simulations with a high degree or correlation
(99%) for the following lighting componentry tests:
 1991: Optical Design System Software
Continental provided engineering support for the creation of a fully automated

Optical Software System (ODS) capable of creating a wide range of headlamp
optical "prescriptions" which met all U.S. government headlamp optical
requirements
 1993 - 1999: "Night Drive" Simulations & Animations

Continental took the animation software [Alias/MAYA] utilized by Stephen
Spielberg for the dinosaurs in the movie Jurassic Park, and applied that simulation
technology to forward lighting.
 1998-2002: Advanced Product Development Group

Continental created a Detroit based Advanced Product Group [centrally located in
Troy, Michigan for strategic access to Ford, Chrysler and GM Tech Centers] to
provide customer design and engineering support for the Guide Sales group in
Detroit. Technically referred to as "Packaging", this activity includes the
engineering and designing of lighting components in restricted or limited spaces,
in support of the clay modelers in the Design Studios.
History and Development Of The Industry
An Industry in Transition:
The electric power industry in the United States has entered an era of dramatic
change. Largely due to the Energy Policy Act of 1992, the industry is rapidly joining the
deregulated natural gas, railroad, trucking, airline, and telecommunications industries in
becoming intensely competitive. The underlying message is that management must keep
costs in line if the state's electric utilities are to succeed in today's competitive business
climate.
Organizational Structures of Electric Utilities:
Louisiana's electric utilities are represented by a number of different types of

organizational structures. The term electric utility consists of all enterprises engaged in
the production, transmission, and/or distribution of electricity for use by the public and
includes the following types of ownership:
 Investor-Owned are organized as tax-paying businesses, usually financed by the sale

of securities in the capital market. They are required or have the right to supply electric
service in a designated service area, Publicly held investor-owned utilities are those
whose common stock is owned by the general public and traded in the open market. A
holding company usually means a corporation (parent company) that directly or
indirectly owns a majority or all of the voting securities of one or more electric utility
companies which are located in the same or contiguous states.
 Cooperatively-Owned are legally established to be owned by and operated for the

benefit of those using its service. The utility company will generate, transmit,
and/or distribute electricity to a specified area not being serviced by another utility
 Government-Owned include municipal systems, federal agencies, state projects, and

public power districts.
Impact of Energy Policy Act of 1992 on Energy Markets:
With the passage of the Energy Policy Act of 1992 (EPACT), the monopoly status of
utilities was partially removed to encourage competition in power generation, wholesale
markets, and transmission services.
COMPANY PROFILE
In 1930, the Dutch electronics and electrical appliances giant, N.V.Philips

Gloeilampenfabrieken, established a company in India to sell its radios. The company,
which was named as Philips Electrical Co (India) Ltd., was later rechristened in 1956, as
Philips India Pvt Ltd. PIL, today manufactures a wide range of consumer electronic
items, electrical lighting, electronic components and industrial electronics. The support
and access to technology from the Dutch parent has helped PIL launch into the
competitive consumer appliances sector and grow strongly in the CTV and other video
products segment. The parent company reduced its stake to 40% in 1979 by offering to
the existing shareholders (at 1:4), the employees and to the financial institutions, its
shares at a premium of Rs4. Consequently the name was also changed to Pieco
Electronics and Electrical Ltd. However the company continued to sell its then existing
products under the brand name of Philips. In September 1993, N V Philips raised its stake
back to 51% and changed the company’s name to the original Philips India Ltd. The
parent has acquired 91.5% stake in the company through 2 open offers in 2001. The
company proposes to delist the shares from the exchanges by making an open offer for
the balance stake. Subsidiary Electric Lamps Manufacturers (India) Ltd is the fully
owned subsidiary of Philips India Ltd. The parent is planning to consolidate its activities
in India under Philips India. Accordingly three of the group's companies in the country-
Punjab Anand Lamp Industries (PALI), Philips Glass India and Electric Lamp
Manufacturers (India)-are proposed to be merged with Philips India. Plant locations PIL’s
TV factory is located at Salt Lake, Calcutta and its Audio systems plant is at Pimpri,
Pune. Electrical lighting is manufactured at Kalwa in Thane. Picture tubes are made at
Kota in Rajasthan, while components are made at Loni near Pune. Industrial equipment is
also manufactured at its Pimpri plant. The company was selected as one of the Top 10
"Greenest" Companies in India under a survey carried out by Business Today & TERI
(Tata Energy Research Institute). Manufacturing units of the company are ISO-14001
certified & three of them were re-certified during 200.
VISSION
In a world where technology increasingly touches every aspect of our daily lives,
we will be a leading solutions provider in the areasest health care, lifestyle and enabling
technology, aspiring to become the most admired company in our industry as it sis seen
by the stakeholders.
VALUES
 Delight customers.
 Deliver on commitments.
 Develop people.
 Depend on each other.
BOARD OF DIRECTORS
S M Datta – Chairman
K Ramachandran - Managing Director
Geert van Heumen
S Venkataramani
J N Sapru
R A Shah
Johan van Splunter
Frans van Houten
Dr S C Jha
Secretary R J Wani
CHAIRMAN
MANAGING DIRECTOR
BROAD OF DIRECTORS
RESEARCH HUMAN FINANCE PRODUCTION MARKETING

& RESOURCE MANAGER MANAGER MANAGER
DEVELOPMEN MANAGER
T
CMO
REGIONAL MARKET
HR ANALYSIS MANAGER
AUDITING ACCOUNTING
REGIONAL
ACCOUNTING
Philips is number one in the global lighting market, a position supported by

leadership in innovation combined with a systematic approach to seeking out new market
opportunities. Its strategic ambition is to set the pace in the lighting industry as the first-
choice innovative partner for the supply of Creative and cost-effective lighting solutions.
The division’s products are found all around the world: not only everywhere in
the home, but also in a multitude of professional applications, for example 30 per cent of
offices, 65 per cent of the world’s top airports, 30 per cent of hospitals, 35 per cent of
cars and 55 per cent of football stadiums (seven of the ten at the 2002 soccer World Cup
in Japan/Korea).
Products include a full range of incandescent and halogen lamps, compact and normal
fluorescent lamps, high-intensity gas-discharge and special lamps, fixtures, ballasts,
lighting electronics and automotive lamps.
Important market introductions of recent years:
 Halogená offers consumers in the U.S. whiter light and a lifetime about three
times longer than standard incandescent lamps.
 The ALTO T8 fluorescent lamp, which contains the least mercury of all
comparable lamps on the U.S. market while maintaining its superior performance,
is being installed in all newly constructed WalMart stores in the U.S.
 Ecotone Ambiance, a compact, energy-saving lamp on the European consumer

market, has the same shape and gives the same natural soft light as the Philips
Softone.
 The CLEO Natural range of tanning lamps, which apply the latest scientific and
medical knowledge in providing a sensible, effective tan in a soft and gentle way.
 MasterColour CITY extends to outdoor applications the excellent "white light"

color properties and high efficacy of the existing MasterColour indoor range.
 Metronomis outdoor luminaires reflect a modern vision of architectural urban

lighting, in which leading-edge technology is combined with a clear and elegant
design.
 The TL5 office lighting system, consisting of the T5 small-diameter (16mm)

fluorescent lamp along with efficient TL5 fixtures incorporating sophisticated
lighting controls, provides high-quality lighting and minimizes energy demands.
 The UHP (Ultra High Power) lamp is currently the leading product in the market
for digital data projection in beamers connected to PCs.
 Electronic ballasts for TL5 and PL-T/C lamp circuits (e.g. miniature HF-
Matchbox), and electronic gear for operating HID lamps.
 The recently launched e-Kyoto electronic ballast weighs 58% less and uses 20%
less energy than electromagnetic ballasts.
PRODUCT PROFILE
Philips lighting is the acknowledged global leader in the lighting market with
annual sales of over 5 billion euro .For more than 100 years Philips has been engaged in
the field of lighting research and manufacturing. Since the first Philips lamps in 1891.
Philips lighting employs more than 47000 people at manufacturing locations more than
17 countries, with our products &services reaching out to 150 countries.
Throughout our products and services, Philips lighting stands for intelligent
solution. Maximum attention is paid to the enduring performance of our systems:
ergonomics and human orientation appealing and aesthetoic style: energy efficiency: ease
of handling, installation and maintenance optimal cost of ownership and concern for the
environment.
Our main products are

 Lamps
 Lumanaries
 Lighting electronics
 Automotive lighting.
 LAMPS
The incandisent lamp has come a long way since 1879-a century since its
invention.from 3 lumen/watt in the carbon finment lamp in 1879,lamp efficiency has
incresded to the present 18 lumenthe incandescent lamp continues to be the most type of
lamp in our country.
INCANDICENT LAMPS
HALOGEN LAMPS
COMPACT FLUORESCENT LAMPS
FLURECENT LAMPS
HID LAMPS
APPLICATIONS:
 In all interiors and exteriors where lamps will be screened out of view by
us of suitable luminaries
 For general lightings in homes, hotels shops and restaurants.
 For indoors table games
 Decorative lighting
 CONSUMER LUMINAIRES
Decobattens:
Introduction: Lighting plays a pivotal role in the way people feel in and about their
domains. Apt lighting systems and add a lively atmosphere. Trust Philips in evolving
such systems for your homes and around.
Applications:
 Homes
 Shops
 Office interiors
Striplites:
Introduction: Reliable, safe & energy efficient, the Philips ranges of Striplites find usage
across a cross section of applications. The appealing designs keep in mind the need for
long life and low power consumption.
APPLICATIONS:
 Low Voltage &Extended operation areas
 Homes
 Shops
CFL Luminaries:
Introduction: Lean, agile and efficient, our CFL luminaries are perfect for your personal
and professional spaces. Innovative value additions with optimum cost of ownership
make them ideal for SoHo and Commercial applications. Invite your patrons, more so
incite distinct impressions.
APPLICATIONS:
 Small offices
 Constrained space
Desktops:
Introduction: The Philips ranges of desktop luminaries are designed not only enhance
your décor, but also to provide strain-free task lighting.
APPLICATIONS:
 Homes
 Desktop lamp
 Shops
 Restaurants & hotels
 LIGHTING ELECTRONICS:
FTL & CFL Gear

Originally starting with the electromagnetic gear for TL’ fluorescent lamps,
Philips today has an extensive portfolio for all FTL & CFL sources, and have spear-
headed the electronic control Gear technology for more than two decades now.
Applications:
 Household application
 Railway stations
 Offices
 Exhibitions
Halogen Gear:
Halogen lamps have succeeded in diminishing the disadvantages of incandescent

sources by a great extent. These lamps provide constant light output with a longer
working life as compared to incandescent lamps-but needs compatible and safe gear to
run them.
APPLICATIONS:
 Indoor Residential: living rooms, decorative & accent lighting

 For 1*12v/50w halogen dichroic lamp
 In professional areas
HID Gear:
Philips produces the widest possible choice in the control gear for High-intensity.
Discharge lamps. Latest additions to the range are open construction ballasts for high-
pressure sodium, Mercury and Metal Halide lamps. Compactness of dimension makes
them a very attractive option for luminary designers.
APPLICATIONS:
 Road/tunnel lighting
 Residential lighting
 Shops
 Retail premises
Ignitors:
There is a wide diversity of HID gear to match the range of lamps available. Our
Ignitors ensure reliable lamp ignition and permit construction of smaller gear, as they
do not self-heat. Philips semi parallel Ignitors also allow flexibility of remote location
and are hum free. They are protected against the hazardous behavior of end-of-life
lamps.
Lighting Controls:
Today perfect lighting is essential, but it’s not always enough. The technical
performance of the lamp, optics and ballast remain crucial, but contemporary lighting
solutions must be efficient, flexible, comfortable and most of all effective. Fortunately,
lighting controls can provide that added value and continuously create magic.
PHILIPS TODAY
Today, PHILIPS IS No. 1 or No. 2 in almost all the product-markets we serve.

Our heritage is our understanding of how people experience technology- because people
interact with technology practically every second, often without even realising.
Philips brought the incandescent lamp to India over 70 years ago and is today the most
widely used in homes, whether in the remote reaches of India or penthouses in South
Mumbai. Philips Lighting is today the preferred name in hotels, offices, city streets,
automobiles and anywhere and everywhere light enhances the quality of the ambience.
Philips brought the radio to India when wireless opened up new horizons for
information and entertainment. Valves and tubes were quickly replaced by transistors,
and Philips has remained the innovator by being the first to bring the audio cassette, the
CD, the VCD, the DVD, for richer and better listening experience. Richer viewing was
also on the menu. With Digital Natural Motion, Pixel Plus, Plasma, 100 HZ Real Flat
Philips brought visual delight as never seen before. A deep understanding of why and
how people listen and see, what experiences people wish for, and a deep knowledge of
the technologies that make this possible has kept Philips in the lead for over a century
worldwide and over seventy years in India
Philips’ presence in Healthcare in India is all embracing. 50% of Cardiac

examinations in India are done on Philis equipment. In the specialised area of surgical x-
ray, Philips innovation in the mobile c-arm for intra operating imaging is unmatched.
Philips is today a leader in Healthcare in India and is deeply committed to enhancing the
quality of life in very conceivable way. Philips delivers one of the world’s most robust
portfolios of medical systems in the areas of Imaging (MRI / CT / Cardio Vascular and
Ultrasound), Measurement (Patient Monitoring systems and Cardiology equipment) and
Electro Physiological Therapy Systems (Automatic External Defibrillators, Point of Care
diagnostics).
To the consumers' kitchen and home Philips brings convenience and high styling.
For the kitchens a range of food processors: blenders, juicers and grinders, specially
designed for Indian culinary preferences, a range of bread toasters and sandwich makers.
For the body beautiful, hair styling and epilation products for the woman and shavers for
men. Philips is revolutionising garment care at home with over a million steam irons in
perhaps as many homes. All in high style, colour and lending glamour and fashion to her
home.
All these lifestyle and healthcare consumer offerings get better and better with
digitalisation and the intelligence that is embedded. Philips technology platforms are
unsurpassed in these.
Philips is today the leading lifestyle and healthcare company in India. It has
fashioned itself to continue to be the leader in an India where people are increasingly
becoming part of three revolutions: the convergence revolution, the digital revolution and
the Internet revolution. Philips is far more focused, leaner, even more consumer centered,
more agile – all of which is reflected in its performance and in the excitement within the
company.
SUSTAINABILITY OF PHILIPS
At Philips, we are in the unique position to link our brand heritage to the
challenge of improving the quality of people's lives. This is what Philips has done since
our founders started the company. For Anton and Gerard Philips there was no difference
between business and sustainable business. Putting people at the center was inherent in
their way of doing business. You could say sustainability is in our DNA
They have long been integrating the triple bottom line, striving for economic
prosperity, environmental quality and social equity.Sustainability is built into our
heritage, our values and our commitment to improve the quality of people's lives.
Building knowledge, exploring opportunities
We have made great strides in building knowledge and creating awareness of

sustainability throughout the company. Now we are taking our commitment to a higher
level.
In keeping with our philosophy of continuous improvement, we are working to

strengthen our performance against the triple bottom line. Our efforts are wide-ranging,
from improving our process of reporting on our sustainability performance to stakeholder
dialogue to supplier management to diversity and inclusion to EcoVision.
Sustainable development is a necessity and the right thing to do. It's also our way
of doing business - an investment that creates value and secures our future.
APPLICATIONS OF LIGHTINING
 INDUSTRIAL LIGHTINING
 OFFICE LIGHTINING
 SHOP LIGHTINING
 HOME LIGHTINING
 HOSPITALITY LIGHTINING
 SPORTS LIGHTINING
 PETROL STATIONS
 AUTOMOTIVE
 INDUSTRIAL LIGHTINING
A pleasant working environment stimulates personnel to increase their

performance, in terms of both quality and throughput. Good lighting contributes to this
area by being a functional facility, with the task of ensuring good visibility in the
working environment. Good light makes work safer and less tiring, resulting in fewer
accidents, lower fault and reject levels and higher productivity. It also plays an
emotional role in determining how people experience and appreciate the environment in
which they work. Good lighting pays for itself.
High-quality, industrial lighting makes an important and positive contribution and

hence improves productivity. Quality lighting means enough light on the working area,
higher uniformity and suitable colour properties. Lighting also should be in such a way
that it does not give any glare. Every industry will also have some outdoor area, which
needs good lighting. Lighting for typical applications is related to the activity taking
place and its size.
 OFFICE LIGHTINING
Office lighting plays a key role in creating a working environment that empowers
people to function to the very best of their abilities. Lighting contributes to the principal
needs such as performance, comfort, ambience and cost effectiveness. Productivity of the
company rests on the capacity of the individual employees to work effectively; therefore
offices today are designed to optimize performance. Lighting contributes to the physical
comfort of the employees promoting a sense of well being, safety and alertness. Lighting
control is becoming increasingly important to offer flexibility and energy management. In
the changing world, energy efficiency and conservation and green lighting concepts are
becoming popular and getting adapted faster. Philips has innovated many state-of-the-art
products that support energy efficiency and minimize the impact on the environment.
Offices differ from one another in terms of structure and organisation and so do
the requirements of lighting. Office lighting requirements differs between an open plan
concept, closed room approach, meeting halls, lobbies, utilities, etc. Lighting control is
becoming increasingly important to offer flexibility and energy management
 SHOP LIGHTINING
Every shop has a different image to convey and different products to sell. Each
aspect of a shop should be carefully designed with its clientele in mind. Shops also carry
their own identity. Lighting supports a shop in its identity, shows off the shop's
merchandise to its best advantage, serving as a true magnet, drawing customers into the
shop and persuading them to buy. Philips Lighting offers many ways to attract customers,
inspire them to enter the shop, provide visual comfort and draw them towards the
products to buy.
Lighting also guides and orientates people within a shop, directing their attention
to a visual interest, highlighting details and workmanship and quality of materials, and
finally stimulating the customer to make a purchase. Good and effective Lighting for
shops can only be designed based on the type of shop and its profile and desired image.
 HOME LIGHTINING
Whether you are building a new home or redecorating, one of the most
overlooked elements of design but with very good scope to make an impact is lighting.
The light in your home can be peaceful and comfortable, romantic and intimate, or
cheerful and festive. Light can turn strangers away and welcome friends inside. Your
options for lighting each room are as varied as the colors of paint and textures of carpet
you've selected. Each choice sets a different mood, casts a distinct shadow and emits a
certain glow. If you're highlighting a piece of artwork, lighting a bathroom mirror, or
shedding light on your favorite novel, light can add to the functionality and beauty of
every room. Let's take a room by room look at some tips that will better help you furnish
your home with light.
 HOSPITALITY LIGHTINING
A hotel is often chosen based on its image, comfort, facilities, location, star rating,
cost etc. A hotel offers its guests a broad spectrum of lodging experiences. Every area of
the hotel is carefully designed with its image and clientele in mind. Lighting plays a vital
role in hotels due to its vast offering. Lighting enhances identity and image of a hotel.
Lighting not only provides comfort and safety to customers but also used to guide and
orientate people, highlighting details and enhancing functional aspects, and finally
impressing the customer to stay and/or come back
Starting from the external decorative lighting which stresses the location of the
hotel or the catchy signs which grab the attention of a roadside driver, up to the classic
lounge all shining or the economic check-in counter, the exclusive international cuisine
or the simple fast food in the coffee house. The list expands to the perfect gymnasium,
recreational and business facilities, etc., and so does the variety of lighting requirements.
 SPORTS LIGHTINING
Sports lighting concerns not only large stadiums but also the thousands of local
recreation facilities in our communities. It is more than just floodlighting. It is about how
we use light to create appropriate environments, both for televised and recreational
activity. There are innumerable varieties of sports, viz. summer and winter, indoor and
outdoor, day and night, etc.
The level and type of sports defines the role of lighting, recreational, amateur or
professional levels each demanding specific lighting criteria. Lighting criteria that
ensures good lighting in sports facilities are Horizontal & vertical luminance, lighting
uniformity, Glare restriction, Modeling & shadows, Colour appearance and colour
rendering. The various segments of sports are summarized into a few, due to their
common lighting criteria
 PETROL STATIONS
Petrol station lighting is lighting for both within the forecourts of the station and its
close surroundings. Service, the key competitive selling point for petrol stations simply
refers to the conditions and ambience in and around the station should meet the following
primary criteria
1. The customer feels at ease and comfortable when helping himself to whatever fuel
he/she needs and when patronising the shop within the station
2. The customer has been enticed to revisit the station or a similar station of the
same brand.
Segments
The various functional parameters of a petrol station and their purposes are
different from each other. While the purpose of road sign and approach lighting is to
draw the attention and provide information in regard to brand etc., the lighting under the
canopy should focus on providing the visual performance and comfort and so is the
lighting for the other areas. The different areas within a petrol station that need different
lighting treatments are
 Signs and approach

 Entrance and exit roads
 Under-canopy lighting
 Shop/store lighting
Whether you are building a new home or redecorating, one of the most
overlooked elements of design but with very good scope to make an impact is lighting.
The light in your home can be peaceful and comfortable, romantic and intimate, or
cheerful and festive. Light can turn strangers away and welcome friends inside. Your
options for lighting each room are as varied as the colors of paint and textures of carpet
you've selected. Each choice sets a different mood, casts a distinct shadow and emits a
certain glow. If you're highlighting a piece of artwork, lighting a bathroom mirror, or
shedding light on your favorite novel, light can add to the functionality and beauty of
every room. Let's take a room by room look at some tips that will better help you furnish
your home with light.
 AUTOMOTIVE
Automotive lighting helps drivers and pedestrians to see clearly while on the road.
Philips Lighting solutions for automotives are designed principally to promote road
safety and driver comfort. Along with headlights, our product range includes lighting
solutions for brake lights, turn signals, parking lights, and dashboards as well as an array
of interior lights.Whether you are driving in broad daylight, at night or under extreme
weather conditions, there is always an automotive lighting solution that will best suit your
needs.
THEIRSTRATEGY
 Increase profitability through re-allocation of capital towards opportunities

offering higher returns
 Leverage the Philips brand and our core competencies in healthcare, lifestyle and
technology to grow in selected categories and geographies
 Build partnerships with key customers, both in the business-to-business and
business-to-consumer areas
 Continue to invest in maintaining world-class R&D and leverage our strong
intellectual property portfolio
 Strengthen our leadership competencies
 Drive productivity through business transformation and operational excellence
RESEARCH STUDY
NEED FOR STUDY

The study is primarily to understand the organization and how organization is working
.How the organization structure made and also understands the various strategies
followed by the company to get the attention of middle level customers in the lighting
business. This study helps by collecting the information and putting forth suggestions to
help the company.
TITLE OF THE STUDY:

Organization study with reference to buying behavior of middle level consumers.
OBJECTIVES OF THE STUDY:

 To identify the customer decision-making process in the middle sector.
 To identify decreasing level of sales.
 To know the actual competitors.
 To know its place in Bangalore market.
 To know the new strategies to be adopted.
SCOPE OF THE STUDY:

A research study on customer buying behavior includes the following behavioral
perspectives regarding preferences, likes &brand buying etc which are purely qualitative
in nature and the scope does not cover the qualitative information on order to ignore the
standard error.
RESEARCH METHODOLOGY:
TYPES OF REARCH:
DESCRIPTIVE RESEARCH BY SURVEY METHOD
This area of research is undoubtedly the best-known field in market research. It

involves the process of obtaining data through questionnaires. It is possible to identify the
three broad types of marketing study.
ESTABLISHING FACTS:
These are designed to establish patterns of behavior. The information generated is

hard and gives quantified statistics on usage, behavior etc. typical questions could be:
 What made you buy it?

 Which brand you choose?
 How do you buy it?
 How much you can spend for lightings?
By employing this method it is also possible to establish, size of the market, which
could be overall by brand, by segment, sales outlets and can find details.
FINDING OPTIONS:
Designed to discover attitudes, beliefs and awareness. It is soft data but can
provide information to help in framing an advertising copy or suggest for new product
development. A typical question could be can you describe the willingness of the lighting
product in various countries.
INTERPRETING ACTIONS OR OPTIONS
Here the researchers are trying to establish the motivation behind the beliefs and actions.
BENEFITS
 It provides information on a wide population.
 It can fill a wide range of information needed.
 It is relatively efficient and flexible
DEMERITS
 Bias
 Lack of understanding and misconceptions
 Misinformation
 Non response
DATA TYPE:
 PRIMARY DATA
Primary research includes the following
QUALITATIVE RESEARCH
In the qualitative research, the information gathered is generally impossible to
justify statistically but conveys feelings or insights. Results are usually based on small
examples. It can provide crucial information’s, which can be explored further to
qualitative work.
Qualitative information is used to

 Clarify issues prior to quantitative studies
 Identify possible new product development
 Generate hypothesis
 Analyze retailer behavior
 Establish an emotional reason why a brand is preferred.
QUANTITATIVE RESEARCH:
This is statistically based and better known currency of market research. It examines
how much, who, where and when. It uses the techniques of sampling; questionnaire and
computer based data processing to produce valid qualitative estimates. This method is
more time consuming than quantitative work, but is important if the problem has
quantitative aspect. It is used to
 Establish the rate of use of product or service.

 Support decisions with a quantitative aspect.
 Indicate preferences, for example, to establish brand share.
 Help reducing bias.
 Increase response rate.
 SECONDARY DATA
This data is termed as reference data. It is obtained from company reports,
magazines and libraries.
SAMPLE DESIGN
Area samples of 150 builders were selected from different areas within Bangalore
city. The survey is carried from the high potential, medium and low potential areas are
identified from the opinion of personal manager.
No. Of samples 150

Sampling unit Bangalore City
RESEARCH INSTRUMENT
1.QUESTIONNARIE:
AN QUESTIONNARIE WAS FRAMED COSISTING OF
RECORDS:
The questionnaire is an important tool in the market research. It can provide information
on the following:
 Facts
 Opinions
 Motives
 Behaviors
Questionnaires are used for several purposes and reasons. They are
 To collect the record data
 To compare data
To ask questions in the same to eliminate bias. A great deal work can be put into the
background of research project. This can be tested if the questionnaires are not right. This
following characteristic makes a questionnaire good.
 Understandable and ambiguous

 Focused and relevant to the problem
 Simple for both interviews and processes
TYPES OF QUESTIONS
There are two types of questions
 Open ended question
 Closed ended question
 The questionnaire designed is of closed end type
CLOSE ENDED TYPE

There offer the respondent the choice of answer and may be simple (yes / no)
questions or multiple choice. The multiple choices take care of the choice of the answer.
Closed questions also include the use of scales. Scales are used to measure qualitative
attitudes to a product or service. The most commonly used scales are
THE LIKERT SCALE

The respondent is given a statement and how much they agree or disagree. The
answer is recorded on a fire point scale and the result can be combined to give an average
score.
SEMANTIC DIFFERENTIAL SCALE

This is useful in establishing the perceive image of a product, price or services.
Respondents are asked to describe the object of within two opposite words or phases.
IMPORTANCE SCALE
This is used to describe product features along the scale of importance. It is useful
for assessing the changes on prices of products.
VERBAL FREQUENCY
The respondent may unable to give precise information on how often they act or
behave in a certain way.
LIMAITATIONS
 Though the study is purely based on primary data few.
 The study is restricted for a period of two months and it is confined to Bangalore
city only.
 The survey was conducted by meeting respondents personally, which may be

subjective to individual bias.
 The sample size is so small compared to the population and the study will limit to
its findings.
 Since non-probability sampling is employed the research findings might not be

accurately relevant to the population.
1.which company products you used already?
S.NO OPINION NO OF PERCENTAGE OF

RESPNDENTS RESPONDENTS
1 Philips 99 66%
2 Wipro 15 10%
3 Surya 9 6%
4 Osram 5 3%
5 Others 22 15%
TOTAL 150 100%
INTERPRETATION
From the table 66% of the people were used Philips products, 10% of the people
used Wipro, 6% of the people used Surya, 3% are used Osram and 15% of the people
were used other local company products.
INFERENCE
Most of the people were used Philips products. All the other companies were
having fewer shares in the market earlier.
Others
Osram 15% Philips
Surya
3% Wipro
6% Surya
Osram
Wipro
Philips Others
10%
66%
2.which company products you are using now?
NUMBER OF PERCENTAGE OF
S.NO OPINION RESPONDENTS RESPONDENTS
1 PHILIPS 42 28%
2 WIPRO 30 20%
3 SURYA 9 6%
4 OSRAM 57 38%
5 OTHERS 12 8%
TOTAL 150 100%
INTERPRETATION
From the table 28% of the people are using Philips products, 20% of the people are
using Wipro, 6% of the people are using Surya, 38% are using Osram and 8% of the
people are using other local company products.
INFERENCE
Most of the people who used Philips products they left using because of bad
service. Osram getting improve ment because its price is low&more warranty
3.If earlier is different than this why you changed?
S.NO OPINION NO OF PERSENT OF

RESPONDENTS RESPONDENTS
1 High price 56 37%
2 Bad
performance 37 25%
3 Bad service 35 23%
4 Not changed 22 15%
TOTAL 150
INTERPRETATION
37% of the people changed their mind because of highprice,25% of the people
because of bad performance,23% of the people because of bad service and 15% of the
people not changed.
INFERENCE
Most of the people give more preference to least cost products.
4. Are you satisfied with your product now? (Yes/no)
S.no Opinion No of respondents Percentage of respondents
1 Yes 141 94%
2 No 9 6%
Total 150 100%
INTERPRETATION
94% of the people are satisfied with their present product and 6% of the people are
not satisfied.
INFERENCE
Most of the people are satisfied with their present product.
0.8
0.6
0.4
0.2
0
Yes No
5.If u gets a chance to buy lighting products in future which brand you will prefer?
S.No Opinion No of respondents Percentage of respondents
1 Philips 55 37%
2 Wipro 30 20%
3 Surya 5 3%
4 Osram 40 27%
5 Others 20 13%
Total 150 100%
INTERPRETATION
From the table 37% of the people were used Philips products, 20% of the people
used Wipro, 3% of the people used Surya, 27% are used Osram and 13% of the people
were used other local company products
INFERENCE
Most people prefer the brand Philips.
Others
13%
Philips
37%
Osram
27%
Surya Wipro
3% 20%
Philips Wipro Surya Osram Others
6.Have you ever used Philips products?
S.NO OPINION NO OF RESPONDENTS PERCENT OF RESPONDENTS
1 YES 134 89%
2 NO 16 11%
TOTAL 150 100%
INTERPRETATION
89% of the total people are used Philips products.11% are not yet.
INFERENCE
Most of the people know about Philips.
No
11%
Yes
No
Yes
89%
7.How do you know about Philips?
S.NO OPINION NO OF PERCENT OF
1 ADS 96 64%
2 FRIENDS 32 21%
3 ELECTRICIANS 16 11%
4 OTHERS 6 4%
TOTAL 150 100%
INTERPRETATION
64% of the people know about Philips through ads, 21% of them through friends, 11% of
them through electricians and 4% of them through others.
INFERENCE
Most of them know through ads. To improve businesses invest on ads.
8.How would you rate the performance of Philips?
1 SATISFIED 53 35%
2 NOTGOOD 45 30%
3 NOANSWER 52 35%
TOTAL 150 100%
INTERPRETATION
35% of the people are satisfied with the Philips products, 30% of them saying no-
good, and 35% of them no response.
INFERENCE
Overall Philips products are not able to satisfy consumer needs.
9.What motivated you to buy the produce?

1 PRICE 39 26%
2 PERFORMANCE 63 42%
3 SERVICE 25 17%
4 BRANDIMAGE 23 15%
TOTAL 150 100%
INTERPRETATION
26% of the people giving preference to price, 42% of them for good performance,
17% of them for service, 15% of them for brand image.
INFERENCE
Most of the people are bothering about performance of the product. They least
bother about brand image.
Brandimage
Price
15%
26%
Service
17%
Performance
42%
Price Performance Service Brandimage
CONCLUSIONS FROM ANALYSIS
From the above analysis the following conclusion can be drawn
 Most of the people use Philips products. All the other companies were having
fewer shares in the lighting market sector earlier.
 Most of the people are habituated towards local companies products. That why
Philips is loosing its share in the market.
 Features that the consumer wants in lighting industry are performance & service.
 The service of Osram rated the best in my research. They are giving 4 years
warranty for a tube.
 Philips is loosing its strength in middle segments consumer market because of bad
service.
 People looking for power saving lighting equipments with least cost.
 Most of the people are comparing their present product with the new arrivals.
 Most of the people know about Philips lighting products they were using, they are
using and they will use it.
 Majority of the people knows Philips through ADVERTISEMENT. And quality.
 Performance of Philips rated poor in my survey. Sales executives do not
responded towards the consumer proposals as required.
 Most of the people seek for getting discount
 All local companies are able to satisfy the needs of the consumer but Philips
failed in this scenario.
 But the brand name Philips has not changed and is as same as before.
1.which company products you used already?
A. Philips B.Wipro C.Surya D.Osram E.Others
2.which company products you are using now?
3.If earlier is different than why have you changed?
A. High price B.High performance C.Bad service D. Not changed
4. Are you satisfied with your product now? (Yes/no)
Yes No
5.If u gets a chance to buy lighting products in future which

brand you will prefer?
6.Have you ever used Philips products? (Yes/no)
Yes No
7.How do you know about Philips?
A. Ads B.Friends C.Electricals E.Others
8.How would you rate the performance of Philips?
A. Satisfied B.Notgood C.No Answer
9.What motivated you to buy the produce?
A. Price B.Performance C.Service D.Brandimage
10.personal details:
Name:
Address:
Respondent Researcher
( ) ( )

Survey On Customer Satisfaction of Philips Lightings

Uploaded by

Copyright:

Available Formats

Survey On Customer Satisfaction of Philips Lightings

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Survey On Customer Satisfaction of Philips Lightings

Uploaded by

Copyright:

Available Formats

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS

Electrical lighting business is characterized by low margins and stiff competition.

 Inventors continued to grapple with the problem of developing a reliable electric

Filament, and inserting it in a container, or bulb, without oxygen because the

 In 1910, William David Coolidge of the General Electric Company of

 1985 - 2003 Summary of Major Lighting Technology Programs

 1985: Lighting Product Design & Engineering

 1986-1988: Training & CAD Implementation

 1986-1992: Lighting Value Engineering

 1986-2001: Lighting Research & Development

 1991: Optical Design System Software

Continental provided engineering support for the creation of a fully automated

 1993 - 1999: "Night Drive" Simulations & Animations

 1998-2002: Advanced Product Development Group

History and Development Of The Industry

Organizational Structures of Electric Utilities:

Louisiana's electric utilities are represented by a number of different types of

 Investor-Owned are organized as tax-paying businesses, usually financed by the sale

 Cooperatively-Owned are legally established to be owned by and operated for the

 Government-Owned include municipal systems, federal agencies, state projects, and

Impact of Energy Policy Act of 1992 on Energy Markets:

In 1930, the Dutch electronics and electrical appliances giant, N.V.Philips

 Depend on each other.

RESEARCH HUMAN FINANCE PRODUCTION MARKETING

Philips is number one in the global lighting market, a position supported by

Important market introductions of recent years:

 Ecotone Ambiance, a compact, energy-saving lamp on the European consumer

 MasterColour CITY extends to outdoor applications the excellent "white light"

 Metronomis outdoor luminaires reflect a modern vision of architectural urban

 The TL5 office lighting system, consisting of the T5 small-diameter (16mm)

Our main products are

FTL & CFL Gear

Halogen lamps have succeeded in diminishing the disadvantages of incandescent

 Indoor Residential: living rooms, decorative & accent lighting

Today, PHILIPS IS No. 1 or No. 2 in almost all the product-markets we serve.

Philips’ presence in Healthcare in India is all embracing. 50% of Cardiac

Building knowledge, exploring opportunities

We have made great strides in building knowledge and creating awareness of

In keeping with our philosophy of continuous improvement, we are working to

A pleasant working environment stimulates personnel to increase their

High-quality, industrial lighting makes an important and positive contribution and

 Signs and approach

 Increase profitability through re-allocation of capital towards opportunities

SURVEY ON CUSTOMER SATISFACTION OF PHILIPS LIGHTINGS

NEED FOR STUDY

TITLE OF THE STUDY:

OBJECTIVES OF THE STUDY:

SCOPE OF THE STUDY:

This area of research is undoubtedly the best-known field in market research. It

These are designed to establish patterns of behavior. The information generated is

 What made you buy it?

INTERPRETING ACTIONS OR OPTIONS

Qualitative information is used to

 Establish the rate of use of product or service.

No. Of samples 150

 Understandable and ambiguous

CLOSE ENDED TYPE

THE LIKERT SCALE

SEMANTIC DIFFERENTIAL SCALE