Chi square test

Detailed Calculation Hypothesis

H0=If well trained sales person is employed the satisfaction of the customers will increase.

Table of Observed Frequencies

Trained sales person Satisfied Not satisfied Total

Loyal customers 12 6 18

Normal customers 7 5 12

Total 19 11 30

Table of expected frequencies

Trained sales person Satisfied Not satisfied Total

Loyal customers 11.4 6.6 18.0

Normal customers 7.6 4.4 12.0

Total 19.0 11.0 30

Chi square test= ε(o-e)^2/e Table of chi square test

cell O e o-e (o-e)^2/e

22 12 11.4 0.6 0.032

23 6 6.6 0.6 0.054

32 7 7.6 0.6 0.047

33 5 4.4 0.6 0.082

Total 0.215

Calculated value=0.215

Degrees of freedom = (2-1)(2-1) =1

Table value of chi square= 3.84

If the calculate value is greater than tabulated value than we reject the H0(null hypothesis).

Since, 3.84>0.215

The tabulated value is greater than the calculated value so we do not reject the null hypothesis.

Analysis

This means Elmec need to train the sales representative, so that the customer satisfaction will increase.

CHAPTER 7

FINDINGS, SUGGESTIONS & CONCLUSION

7.1 FINDINGS

• From the analysis it is observed that 70% of the respondents like to implement ISO 9001:2008 in the company.

• From the analysis it is observed that only 48% of the respondents know about quality policy.

• From the analysis it is observed that 58.75% of the respondents are not satisfied with meeting customers demand.

• From the analysis it is observed that 50% of the respondents feel that they are not satisfied with the available resources.

• From the analysis it is observed that 54% of the respondents are satisfied and 36%

is not satisfied with the Management Committees involvement.

• From the analysis it is observed that 40% of the respondents are satisfied with providing training to the employees.

• From the analysis it is observed that 62% of the respondents feel that the job doesn’t satisfy with their skill set.

• From the analysis it is observed that 50% of the respondents are not satisfied with the reward and recognition provided to them.

• From the analysis it is observed that 60% of the respondents are satisfied with the sales representative.

• From the analysis it is observed that 56% of the respondents that is customers are not satisfied with the on time delivery to the customers.

• From the analysis it is observed that 56.7% of the respondents are not satisfied with sales representative behavior.

• From the analysis it is observed that 60% of the respondents are not satisfied with sales procedure.

• From the analysis it is observed that 46.7% of the respondents feel that no proper response rate is provided to them.

• From the analysis it is observed that 46.7% of the respondents are satisfied with the response provided to them regarding the enquiries made.

• From the analysis it is observed that 46% of the respondents are satisfied with purchase order made that matches with the placed order.

• From the analysis it is observed that 43.3% of the respondents are not satisfied with the delivery terms.

• From the analysis it is observed that 43.3% of the respondents are not satisfied with the payment conditions.

• From the analysis it is observed that if well trained sales representatives are appointed, the external customers gets satisfied.

7.2 SUGGESTIONS

• The ELMEC company has one main office and one branch office and for both the same website is maintained and only one mail id is created for any enquiry to be made by customer. Therefore sometimes proper response is given to the customers. So it is recommended to maintain separate mail for each office.

• The work instructions need to be typed and should be pasted in the notice board of ELMEC so that the awareness is created for new employees and for auditors.

• To increase the productivity and profit of ELMEC company, more employees need to be recruited so that work can be completed in time and less work burden on employees thereby it increases customer satisfaction.

• The documents related to export needs to be maintained properly and in case of any enquiry made by the customer related to the product, the person is responded properly after payment. This leads to customer turn over. So the customer needs to be maintained properly.

• The customers are considered to be important aspect in the company and based on the research done they should be properly tracked and necessary steps need to be taken for maintain the quality. This is achieved by implementing ISO 9001:2008

7.3 CONCLUSION

• International standard like ISO 9000:2008 when implemented in ELMEC company, the quality policy and objectives ,work instructions are framed and the awareness about quality policy is created among the employees in the company.

• By performing gap analysis, the non conformities are identified in the customers needs and corrected. Thus the quality management system is maintained in all the departments and effective control methods and the facts are recorded in the report.

• The process to be followed are identified and done sequentially for an effective implementation of ISO thereby the QMS requirements are met.

• The quality management system of ELMEC will bring continuous improvement in the productivity of the company. Now, all the records are maintained at ELMEC, which facilitates its day to day working, operations like daily expenses, employees details etc.

• By the internal auditing, any non conformity identified is corrected so that the company is ready for external auditing.

• The external auditing is done by certifying body and verifies that the ELMEC company is according to QMS requirements.

• Thus finally, obtained the ISO 9001:2008 certification for ELMEC HEATERS AND CONTROLLERS. This was made possible by maintaining a Quality Management System and proving it at a time of audit.

CHAPTER 8 BIBLIOGRAPHY

Reference Sites

1. http://www.docstoc.com/docs/DownloadDoc.aspx?doc_id=39043512 2. http://www.qualitymanualtemplates.com/guides.htm

3. http://www.praxiom.com/iso-audit.htm

4. http://guide.isohelpline.com/content/iso-9001-certification

5. http://www.scribd.com/doc/20865379/Introduction-to-ISO-9001-2008 6. http://www.easy9001.com/products.htm#8

7. http://www.iso.org/iso/iso_catalogue/management_standards/iso_9000_iso_14000 /iso_9001_2008.htm

8. http://www.askartsolutions.com/iso-9000-lead-auditor-training/Types-Of-Audits.html

Reference Books

1. Charles A, Cianfrani Joseph, J.Tsiak & John E. Jack West, ISO 9001:2008 Explained, Third Edition, American Society for Quality, Quality Press,2009

2. Lorri hunt, Denise Robitaille & Craig Williams, The insiders guide to ISO 9001:2008, Second Edition, Paton Professional Press, 2008

3. Paul C. Palmes, Process Driven Comprehensive Auditing, Second Edition, American Society for Quality, Quality Press,2009

4. Eric Hystemaldemar Myhrberg, ISO practical field guide for 9001:2008, Fourth