Lg Stprnew 2

8/10/2019 Lg Stprnew 2

1/69

A

SUMMER TRAINING PROJECT REPORT

ON

MARKETANALYSISOFLG CONSUMERDURABLES& DEALER

DEVELOPMENT

For

LG Electronic Ini! Pri"et Li#ite

GR$NOIDA%DELI'

INDIA

A Report Submitted to

Uttar Pradesh Technical University ,Lucknow

In partial fulllment for the award of !e"ree of

MASTER OF BUSINESS ADMINISTRATION

BY

#$%&S' SI(%'

University Roll (o)*+*++-*.*

Semester/III Session)0-*+/*1

Under the Supervision and "uidance of

Aakashdeep Sehgal

Noida Institute of Engineering and Technology, Greater

Noida

Plot, (o/*2 3nowled"e Park 4II, %reater (oida,

Gautam Buddha Nagar -!"#!$ %&'(

*


2/69

Noi! In(tit)te o* En+ineerin+ & Tec,nolo+-

A5liated to Uttar PradeshTechnical University, (oidaApproved by AI6T&, 7inistry of 'R!, %ovt8 of India8

De.!rt#ent o* M!n!+e#ent St)ie(

T$ 9homsoever IT 7A# 6$(6&R(

Th is i s to cer t i fy that the :Summer Tra in in"

Research Pro ;ect Repor t < ent i t led =MARKETANALYSIS

OFLG CONSUMERDURABLES& DEALERDEVELOPMENT> has

been prepared by 7r 8 #$%&S' S I(%' bear in" Univ 8

Ro l l (o ) *+*++-*.* and enro l led as 7?A I I I

Semester s tudent a t (o ida Ins t i tu te o f

&n" ineer in" and Techno lo"y , %reater (o ida 8

Th i s r epor t embod ies the o r i" ina l work doneby the s tudent and par t ia l l y fu l l l s the

re@u i rement o f the Ut tar Pradesh Techn ica l

Un ive rs i ty to award th e de" ree o f :7a ster o f

?us iness Admin is t ra t ion 5:;; crore !n #!r1et (,!re

o*


14/69

LG Grou"

$ LG$P,ili.( LCD


15/69

' 8!(,in+ M!c,ine(5

e' V!c))# Cle!ner(5

*' o#e Net5

+' Co#.re((or(*or Air Conitioner( !n Re*ri+er!tor(

D,g,tal d,s"lay

!' Pl!(#! TV(5

3' LCD TV(5

c' Micro Di(.l!- P!nel TV(5

' Monitor(5

e' PDP Mo)le(5

*' OLED P!nel(5

+' USB Me#or-5

,' Fl!t P!nel Co#.)ter Monitor(

D,g,tal med,a

!' o#e T,e!terS-(te#(5

3' DVD Recorer(5

*1
http://en.wikipedia.org/wiki/Washing_machinehttp://en.wikipedia.org/wiki/Vacuum_cleanerhttp://en.wikipedia.org/wiki/Compressorshttp://en.wikipedia.org/wiki/Plasma_displayhttp://en.wikipedia.org/wiki/Liquid_crystal_display_televisionhttp://en.wikipedia.org/wiki/Computer_Monitorshttp://en.wikipedia.org/wiki/Home_cinemahttp://en.wikipedia.org/wiki/DVD_recorderhttp://en.wikipedia.org/wiki/Washing_machinehttp://en.wikipedia.org/wiki/Vacuum_cleanerhttp://en.wikipedia.org/wiki/Compressorshttp://en.wikipedia.org/wiki/Plasma_displayhttp://en.wikipedia.org/wiki/Liquid_crystal_display_televisionhttp://en.wikipedia.org/wiki/Computer_Monitorshttp://en.wikipedia.org/wiki/Home_cinemahttp://en.wikipedia.org/wiki/DVD_recorder


16/69

c' S).er M)lti DVD Re0riter(5

' CDR85

e' Note3oo1 PC(5

*' De(1to. PC(5

+' MP@ Pl!-er(5

,' Ne0 K!r!o1e S-(te#(5

ISION

Gloal To" 6 y 3205

Gloal To" 6 Electron,c@Telecommun,cat,on com"any

GRO)T#STRATEGB

&Fast ,nnovat,on Fast growt-+

CORECOM7ETENCB

*B
http://en.wikipedia.org/wiki/Digital_audio_playerhttp://en.wikipedia.org/wiki/Digital_audio_player


17/69

&7roduct leaders-," Market leaders-," 7eo"le

leaders-,"+

COR7ORATECLTRE

No e?cuse &we+ not &I+ Fun work"lace

SLOGAN

HL,$es GoodH re"resents LGs determ,nat,on to "rov,de del,g-t$ully

smart "roducts t-at w,ll make your l,$e good1

T,e LG Electronic( Li*e( Goo (i+n!t)re con(i(t( o* t,e LG lo+o5

(e!l5 !n t,e (lo+!n5 Li*e( Goo (et in C,!rlotte (!n( t-.e*!ce

c)r"e !ro)n t,e LG (-#3ol$ T,e c)r"in+ o* t,e (lo+!n rein*orce(

LG( .er(on!li t- !n )ni)ene(($ T,e con(i(tent )(!+e o* t,i(

(i+n!t)re cle!rl- e(t!3li(,e( t,e )ni)e ientit- o* t,e co#.!n- !n

)ni*ie( e"er- i"i(ion !n .ro)ct *ro# LG Electronic( !cro(( t,e +lo3e$

*


18/69

T#ESBM*OL

T,e (-#3ol o* LG i( t,e *!ce o* *)t)re$ T,e letter 6L/ !n 6G/ in ! circle

(-#3oli7e( 0orl5 *)t)re5 -o)t,5 ,)#!nit- & tec,nolo+-$LG .,ilo(o.,- i(

3!(e on ,)#!nit-$ It !l(o re.re(ent( LG( e**ort( to 1ee. clo(e rel!tion(,i.

0it, o)r c)(to#er( !ro)n t,e 0orl$

T,e (-#3ol con(i(t( o* t0o ele#ent($

$ T,e lo+o in LG +r!-


19/69

T2E'A3TNE3S2I'

LG Electronic( c,oo(e( to .ro#ote ,!r#on- !n 3)il con(tr)cti"el- on !

l!3or9#!n!+e#ent rel!tion(,i. r!t,er t,!n !n e#.lo-ee9e#.lo-er rel!tion(,i.$

T,i( ill)(tr!te( t,!t #!n!+e#ent !n 0or1er( !re not in ! "ertic!l rel!tion(,i.5

3)t in ! ,ori7ont!l one$

T,i( c)lt)re i( nece((!r- *or LG Electronic( !( it (tri"e( to 3eco#e one o* t,e

0orl( to. co#.!nie($ S)c, ! rel!tion(,i. i( tr!n(*or#e into ! "!l)e9cre!tion

rel!tion(,i. 0,ere3- 3ot, .!rtie( ene!"or to !re(( #)t)!l .ro3le#( !n

cre!te ne0 "!l)e( to+et,er$

STRATEGICALLIANCE

LG Electron,cs ,s mak,ng tec-n,cal advances and ,dent,$y,ng us,ness

o""ortun,t,es t-roug- var,ous assoc,at,ve relat,ons-,"s w,t- some o$ t-eworlds lead,ng com"an,es1

LG Electronic( i( (tri"in+ to 3eco#e n)#3er one in t,e 0orl 3-

#in+lin+ in "!rio)( 3)(ine(( !n tec,nolo+ic!l *iel( !n #!1in+ (tr!te+ic

!lli!nce( 0it, 0orl *!#o)( co#.!nie($ Str!te+ic !((oci!tion 3et0een

cor.or!tion(5 in 0,ic, co#.!nie( 0it, i**erent in*r!(tr)ct)re( coo.er!te in

*2


20/69

t,e *!(t9e"elo.in+


21/69

And t-e numer $ollows many moreKK$$

In Fe3$


22/69


23/69

Per(on!lit- e(cri3e( t,e ,)#!n c,!r!cteri(tic t,!t !re e4.re((e to

t,e c)(to#er t,ro)+,

Tr)(t0ort,-5 Con(ier!te

Pr!ctic!l5 Frienl-

T-e Internal Culture o$ LG.

LG .r!ctice( *o)r c)lt)re(

$ Le!rnin+ C)lt)re


24/69

A c!rrier i( ,i+,l- +ro0in+ in LG !n one 0,o i( t,e e#.lo-ee c!n

e"elo. t,eir c!rrier l!r+el-$ A ne0 co#er 0ill *eel *)ll- co#*ort!3le in t,e

co#.!n- !n *or ! ne0 co#er t,e co#.!n- i( "er- ,el.*)l in t,e o"er!ll +ro0t,

o* .er(on!lit-$

Gro0t, in LG i( "er- ,i+, *or t,o(e 0,o !re in t,e co#.!n- !n *or t,o(e 0,o

0!nt to 2oin in LG$ T,e co#.!n- i( +ro0in+ 0it, *!(t inno"!tion !n t,e BLUE

Oce!n (tr!te+- i( one o* t,e e4!#.le( o* +ro0t,$

M,ss,on

T,e #i((ion o* LG i( to .ro"ie t,e c)(to#er( 0it, )t#o(t (!ti(*!ction t,ro)+,

le!er(,i.$

T,e *)n!#ent!l .olic- o* e"elo.#ent i( to (ec)re .ro)ct le!er(,i. t,!t t,e

C)(to#er( #!- ,!"e t,e )t#o(t (!ti(*!ction$

7roduct Leaders-,"

8e !re *oc)(in+ on (i4 e"elo.#ent !re!( to 3eco#e t,e .ro)ct le!er$

$ Ne0 M!c,ine


25/69

Re(.ect *or C)(to#er(

Cre!tin+ V!l)e

Pro"iin+ V!l)e

< F!ir co#.etition P)r()it o* Free Co#.etition

Co#.li!nce 0it, L!0( !n Re+)l!tion(

+ F!ir Tr!n(!ction QD E)!l O..ort)nit-

F!ir Tr!n(!ction Proce)re

S)..ort !n Ai *or B)(ine(( P!rtner(

B!(ic Et,ic( *or E#.lo-ee(

B!(ic Et,ic( Co#.letion o* D)t-

Sel* De"elo.#ent

F!irne(( in Per*or#!nce

A"oi!nce o* con*lict 0it, co#.!n- intere(t

: Cor.or!te Re(.on(i3ilitie( to e#.lo-ee(

Re(.ect *or ,)#!n i+nit-

F!ir Tre!t#ent

Pro#otin+ Cre!ti"it-

? Re(.on(i3ilitie( to (ociet- !n co)ntr-

R!tion!l B)(ine(( De"elo.#ent Protection o* (toc1 ,oler intere(t

Contri3)tion to (oci!l e"elo.#ent

En"iron#ent!l Con(er"!tion

01


26/69

)G IN4IA

LG Electronic( Ini! P"t$ Lt$5 ! 0,oll- o0ne ()3(ii!r- o* LG Electronic(5

So)t, Kore! 0!( estal,s-ed ,n 'anuary 0==: !*ter cle!r!nce *ro# t,e Forei+nIn"e(t#ent Pro#otion Bo!r %FIPB'$ LG (et ). ! (t!te9o*9t,e !rt #!n)*!ct)rin+

*!cilit- !t GreaterNo,da near Del-, ,n 0==


27/69

LG Electron,cs Ini! i( t,e *!(te(t +ro0in+ co#.!n- in t,e

con()#er electronic(5 ,o#e !..li!nce(5 !n co#.)ter .eri.,er!l( in)(tr-

to!-$

LG Electronic( i( contin)!ll- .ro"iin+5 ().erior tec,nolo+- .ro)ct( & "!l)e

*or #one- to #ore t,!n :; l!1, ,o)(e,ol( in Ini!$

LG So$t Ind,a t,e inno"!tion 0in+ o* LG Electronic( in B!n+!lore i( LG

Electronic( largest R!D centre outs,de (orea$ 8e !t LGSI *oc)( on nic,e

tec,nolo+- !re!( ()c, !( #o3ile !..lic!tion e"elo.#ent5 i+it!l "ieo

3ro!c!(t !n 3io#etric( (o*t0!re !n ()..ort LG Electronic( 0it, o)re4.erti(e$ Moti"!te 3- ! .!((ion *or tec,nolo+-5 ! (tron+ 0or1 c)lt)re !n

lo-!lt- to t,e or+!ni7!tion5 0e !re eter#ine to (ee LG 3eco#e one o* t,e to"

t-ree3r!n( +lo3!ll-$

Pro#inent con()#er electronic co#.!n-5 LG Electronic( Inc$ ,!( (!i t,!t it

e4.ect( t,e (!le o* it( .ro)ct( in Ini! to ). 3- : .er cent in : 3illion r).ee( %


28/69

>: in Ini!'$

@$ i+, i#.ort )t-

$ Co#.itition *ro# loc!l #!r1et .l!-er( !n ot,er MNC( in con()#er

)r!3le (e+#ent$

:$ Price (en(iti"ene(( o* t,e Ini!n con()#er

LGEIL over comes t-ese c-allenges to emerge as

Innovat,ve market,ng strategy

01 L!)nc, ne0 tec,nolo+ie( in con()#er electronic !n ,o#e !..li!nce($

31 LG 0!( t,e *ir(t 3r!n to enter in cric1et in 3i+ 0!- ! 0!-5 3- (.on(orin+

t,e >>> 0orl c). *ollo0e it ). in


29/69

contr!ct #!n)*!ct)rin+ !t Mo,!li Kol1!t! !n B,o.!l *or CTV($

T,i( ,!( ,el.e LGEIL to re)ce co(t$

LGEIL i#.le#entin+ t,e 6Di+it!l #!n)*!ct)rin+ (-(te#/ %DMS' !( t,e co(t

c)ttin+ inno"!tion t,i( (-(te# i( *ollo09). to t,e (i4 (i+#! e4erci(e LGEIL ,!

initi!te e!rlier$

R!D "otent,al

LG ,!( t,e re(e!rc, !n e"elo.#ent *!cilitie( in B!n+!lore !n P)ne$ Bot, t,e

)nit c!rr- o)t R&D e.!rt#ent *or t,e o#e(tic !( 0ell !( t,e .!rent co#.!n-

it !l(o o(e c)(to#i7e R&D *or t,e (.eci*ic co)ntrie( to 0,ic, it e4.ort

.ro)ct$

Reg,onal c-annel and w,de d,str,ut,on network

$ LG ,!( !o.te t,e re+ion!l i(tri3)tion c,!nnel in Ini!$ All t,e

i(tri3)ter( 0or1 irectl- 0it, t,e co#.!n-$ T,i( ,!( re()lte in )ic1er

rot!tion o* t,e (toc1 !n 3etter .enetr!tion into B5 C5 D5 cl!(( #!r1et$


30/69


31/69

?$ C)(to#er i( t,e 1in+

H$ E"en Billin+ Ro! to !c, ()..lier A

=$ Be in to)c, 0it, t,e #!r1et %H; M!r1et5 @; O**ice'$

>$ Pl!n !n E4ec)te !nn)!l #!r1etin+ C!len!r9Ti#e to #!r1et

;$Di(.l!- (,!re o* :; 9to +et :; con()#er (,!re$

LG market s-are o$ consumer a""l,ances and consumer electron,c./

LG "os,t,on o$ CT ,n var,ous states ,n Ind,a

LG "os,t,on o$ REF ,n var,ous states ,n Ind,a

+*


32/69


33/69

LG "os,t,on o$ Aud,o ! #ome T-eater ,n var,ous ,n Ind,a

LG "os,t,on o$ DD ,n var,ous ,n Ind,a

++


34/69

LG "os,t,on o$ M)O ,n var,ous states ,n Ind,a

LG 7NE

LG P)ne i( t,e 3r!nc, o**ice o* LGEIL1 It i( loc!te in J$M Ro!$

In


35/69


36/69

@$ o!rin+5 Po(ter(5 3!nner( !re )(e (o !( to +r!3 t,e

!ttention o* t,e co(t)#er($

$ D!- to !- !"erti(e#ent in le!in+ ne0(.!.er$

:$ Di(co)nt !t *e(ti"!l ti#e$

?$ For e!ler rel!tion(,i. t,e- !rr!n+e e!ler #etin+ !t (e"er!l ti#e in t,e

-e!r

H$ LG i"ie e!ler in +ol (il"er etc$ c!te+or- to 1no0 t,e .er*or#!nce o*

t,e e!ler($

=$ T,e- ,!"e t,eir (!le( .er(on( !t "!rio)( ()3 e!ler (tore !n !t #orent

tr!e (tore *or .!rtic)l!rl- *or t,e .ro#otion o* t,e LG .ro)ct$

>$ LG !l(o )(e( t,e r!io FM *or t,e .ro#otion !cti"itie($

;$Al(o .ro"ie c!.on !n (cr!tc, c!r *or *e(ti"e (e!(on$

T-e log,st,cs Su""ly C-a,n Management

5RJs o$ Log,st,c*ollo0e 3- LGQ

$ Ri+,t Ti#e


37/69


38/69

$ Re C!r To (to. t,e .ro)ct +oin+ into #!r1et5


39/69

In ware-ouse t,ere !re t0o #oe o* i(.er(ion o* .ro)ct *ro# one .l!ce to

!not,er 0it,in$

!' -r!)lic 3' M!n)!l

In !ition5 t,ere !re @: *ire e4tin+)i(,er( to .re"ent t,e !ccient!l ,!7!r

0it,in t,e 0!re,o)(e )e to *ire$ T,e(e *ire e4tin+)i(,er( !re "!li ). to -e!r

; !cc)r!c-$

; A..l- .,-(ic!l FMFO$

+2


40/69

7rolem

9 In tr!n(it #!teri!l !#!+e c,ec1in+$


41/69

)ARE#OSE )IT# T#E E>I7MENT1

)ARE#OSE. REFRIGERATOR AND CT SECTION

CSTOMERSERICE

T,e 3e(t !n t,e 3i++e(t intern!tion!l 3r!n( !re ,ere in Ini! 3)t t,e iron- i*

it !llQ 0,ere i( t,e !*ter9(!le(9(er"ice So inte+r!l to ! 3r!n5 (o critic!l *or it(

()cce(( !n (o t!1en *or +r!nte in e"elo.e #!r1et( In Ini!5 !*ter (!le(

(er"ice i(5 *or 0!nt o* ! 3etter e(cri.tion5 t,e .it($ So 0,!t( (to..in+ t,e 3e(t

co#.!nie( *ro# .)llin+ o)t !ll t,e (to.( 0,en it co#e( to .ro"iin+ t,e 3e(t

(er"ice Do c)(to#er( e4.ect *or too #)c, Or i( it t,!t in Ini! t,e- ont

re!ll- c!re$ Br!n E)it- *!nne o)t to MNC !( 0ell !( Ini!n con()#er

.*


42/69

)r!3le co#.!nie(5 (toc1ie(t !n e!ler(5 !n!l-(t( !n #!r1et

re(e!rc,er( to +et ! *eel o* 0,!t( re!ll- 1ee.in+ !*ter (!le( *ro# 3ein+ )(e !( !

c)ttin+ e+e #!r1etin+ tool in .)(,in+ .ro)ct( !cro(( c!te+orie($

C)(to#er( ()..ort *ollo0in+ t,e .)rc,!(e o* ! .ro)ct or (er"ice$ In (o#e

c!(e(5 !*ter9(!le( (er"ice c!n 3e !l#o(t !( i#.ort!nt !( t,e initi!l .)rc,!(e$ T,e

#!n)*!ct)rer5 ret!iler5 or (er"ice .ro"ier eter#ine( 0,!t i( incl)e in !n-

0!rr!nt- %or +)!r!ntee' .!c1!+e$ T,i( 0ill incl)e t,e )r!tion o* t,e 0!rr!nt-

tr!ition!ll- one -e!r *ro# t,e !te o* .)rc,!(e5 3)t incre!(in+l- t0o or #ore

-e!r( #!inten!nce !nor re.l!ce#ent .olic-5 ite#( incl)ee4cl)e5 l!3or

co(t(5 !n (.ee o* re(.on(e$ In t,e c!(e o* ! (er"ice .ro"ier5 !*ter9(!le( (er"ice

#i+,t incl)e !ition!l tr!inin+ or ,el.e(1 !"!il!3ilit-$ O* e)!l i#.ort!nce

i( t,e c)(to#er( .erce.tion o* t,e e+ree o* 0illin+ne(( 0it, 0,ic, ! ()..lier

e!l( 0it, ! )e(tion or co#.l!int5 (.ee o* re(.on(e5 !n !ction t!1en$

LG also -ad a ,g "rolem o$ a$ter sale serv,ce in Ini!$ D)rin+ #- .ro2ect I

!l(o c!#e to 1no0 t,!t !*ter (!le (er"ice 3eco#e( t,e 3i+ i(()e in Del,iNCR

re+ion$ C)(to#er( !( 0ell !( e!ler 0ere *!cin+ t,e .ro3le# o* !*ter (!le

(er"ice$ Bec!)(e o* t,i( .ro3le# #!n- e!ler in Del,iNCR re+ion 0ere not

re!- to (!le LG .ro)ct$ So it 3eco#e( t,e 3i+ i(()e$

*ut LG -as taken (o#e (oli (te.( to0!r( i#.ro"in+ c)(to#er( .erce.tion

!n e4.erience o* !*ter (!le( (er"ice$ Bec!)(e it "er- i#.ort!nt in co#.etiti"e

#!r1et to .ro"ie t,e 3e(t (er"ice$

L G Electronic( ,!( (i+ne ! #e#or!n)# o* )ner(t!nin+ 0it,


43/69

$ In t,e initi!l .,!(e t,e co#.!n- ,!( entere into !+ree#ent( 0it, ITI( in

t,e (t!te( li1e Ma-aras-tra Gu%arat Del-, 7un%a Assam and

(arnataka!n i( in t,e l!(t le+ o* (i+nin+ 0it, ttar 7rades-1


44/69

!ction in !n in)(tr- %incl)in+ LG' ,!"in+ tr!ition!ll- (,ie

!0!- *ro# it( (er"ice re(.on(i3ilitie(5 !n t,)( not le"er!+in+ !n-

#ile!+e *ro# it$

>$ T,e co#.!n- i( .ro#otin+


45/69


46/69

To en,!nce( t,e 1no0le+e !3o)t t,e #!r1etin+ !n 3r!nin+

!cti"e

3esearch ethodology5

Re(e!rc, #et,oolo+- i( con(iere !( t,e ner"e o* t,e .ro2ect$ 8it,o)t

! .ro.er 0ell9or+!ni7e re(e!rc, .l!n5 it i( i#.o((i3le to co#.lete t,e

.ro2ect !n re!c, to !n- concl)(ion$ T,e .ro2ect 0!( 3!(e on t,e ()r"e-

.l!n$ T,e #!in o32ecti"e o* ()r"e- 0!( to collect !..ro.ri!te !t!5 0,ic,

0or1 !( ! 3!(e *or r!0in+ concl)(ion !n +ettin+ re()lt$

T-ere$ore re(e!rc, #et,oolo+- i( t,e 0!- to (-(te#!tic!ll- (ol"e t,e

re(e!rc, .ro3le#$ Re(e!rc, #et,oolo+- not onl- t!l1( o* t,e #et,o( 3)t !l(o

lo+ic 3e,in t,e #et,o( )(e in t,e conte4t o* ! re(e!rc, (t)- !n it e4.l!in(

0,- ! .!rtic)l!r #et,o ,!( 3een )(e in t,e .re*erence o* t,e ot,er #et,o(

Researc- des,gn.

Re(e!rc, e(i+n i( i#.ort!nt .ri#!ril- 3ec!)(e o* t,e incre!(e co#.le4it- in

t,e #!r1et !( 0ell !( #!r1etin+ !..ro!c,e( !"!il!3le to t,e re(e!rc,er($ In *!ct5

it i( t,e 1e- to t,e e"ol)tion o* ()cce((*)l #!r1etin+ (tr!te+ie( !n

.ro+r!##er($ It i( !n i#.ort!nt tool to (t)- 3)-er( 3e,!"ior5 con()#.tion

.!ttern5 3r!n lo-!lt-5 !n *oc)( #!r1et c,!n+e($ A re(e!rc, e(i+n (.eci*ie( t,e

#et,o( !n .roce)re( *or con)ctin+ ! .!rtic)l!r (t)-$ Accorin+ to

Kerlin+er5 6Re(e!rc, De(i+n i( ! .l!n5 conce.t)!l (tr)ct)re5 !n (tr!te+- o*

in"e(ti+!tion concei"e !( to o3t!in !n(0er( to re(e!rc, )e(tion( !n to

control "!ri!nce$

.B


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Ty"es o$ researc- ,s.

Descr,"t,ve Researc-

T,e t-.e o* re(e!rc, !o.te *or (t)- i( e(cri.ti"e$ De(cri.ti"e (t)ie( !re

)nert!1en in #!n- circ)#(t!nce( 0,en t,e re(e!rc,e( i( intere(te to 1no0 t,e

c,!r!cteri(tic o* cert!in +ro). ()c, !( !+e5 (e45 e)c!tion le"el5 occ).!tion or

inco#e$ A e(cri.ti"e (t)- #!- 3e nece((!r- in c!(e( 0,en ! re(e!rc,er i(

intere(te in 1no0in+ t,e .ro.ortion o* .eo.le in ! +i"en .o.)l!tion 0,o ,!"e

in .!rtic)l!r #!nner5 #!1in+ .ro2ection( o* ! cert!in t,in+5 or eter#inin+ t,e

rel!tion(,i. 3et0een t0o or #ore "!ri!3le($ T,e o32ecti"e o* ()c, (t)- i( to

!n(0er t,e 60,o5 0,!t5 0,en5 0,ere !n ,o0/ o* t,e ()32ect )ner

in"e(ti+!tion$ T,ere i( ! +ener!l *eelin+ t,!t e(cri.ti"e (t)ie( !re *!ct)!l !n

"er- (i#.le$ T,i( i( not nece((!ril- tr)e$ De(cri.ti"e (t)- c!n 3e co#.le45

e#!nin+ ! ,i+, e+ree o* (cienti*ic (1ill on .!rt o* t,e re(e!rc,er$

De(cri.ti"e (t)ie( !re 0ell (tr)ct)re$ An e4.lor!tor- (t)- nee( to 3e

*le4i3le in it( !..ro!c,5 3)t ! e(cri.ti"e (t)- in contr!(t ten( to 3e ri+i !n

it( !..ro!c, c!nnot 3e c,!n+e e"er- no0 !n t,en$ It i( t,ere*ore nece((!r-5

t,e re(e!rc,er +i"e ()**icient t,o)+,t to *r!#in+ re(e!rc,$

>uest,ons and dec,d,ng t-e ty"eso* !t! to 3e collecte !n t,e .roce)re to

3e )(e in t,i( .)r.o(e$ De(cri.ti"e (t)ie( c!n 3e i"ie into t0o 3ro!

.


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Del,iNCR

BRANC

Del,iNCR Del,iNCR < Del,iNCR @

DEALER MANAGEMENT

M!..in+ o* Del,iNCR re+ion e!ler($

In Del,iNCR re+ion t,ere 0ere tot!l =; e!ler( incl)in+ t,e ). co)ntr- (ie

T,e- ,!"e 3een i"ie into t,ree c!te+orie( on t,e 3!(i( o* t,eir t)rno"er !n

t,e (ellin+ c!.!cit-$

Del,iNCR 9

Del,iNCR 9$ T,ere i( ,i+, +ro0t, o* (!le in #!r1et )e to 3oo#in+ in ne0 tec,nolo+-

!n 3etter (er"ice$

;$8or o* #o)t, .l!-( ! "it!l role in !0!rene(( !#on+ c)(to#er$ T,i( i(

one *!ctor5 0,ic, c!n .l!- ! +oo role in .ro#otion o* .ro)ct( !( 0ell !(

e#on(tr!tion +i"en 3- t,e (,o.1ee.er !l(o .l!-( ! "it!l role *or

c)(to#er$

RECOMMENDATIONS AND SGGESTIONS

$ LG (,o)l i#.ro"e it( !*ter (!le (er"ice 3ec!)(e it( ,it( 3!l- LG(

#!r1et (,!re in Del,iNCR re+ion$


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=$ C)(to#er con(ier( )!lit- !( t,eir *ir(t .re*erence5 (o t,e

co#.!n- (,o)l +i"e #ore (tre(( on t,i($

>$ T,e (0itc,in+ o* c)(to#er *ro# LG .ro)ct to ot,er 3r!n i( )e to t,e

3e !*ter (ell (er"ice in (,o.$

;$T,e .ro)ct i( 0ell !0!re !n it i( on to. o* #in o* c)(to#er$ So

co#.!n- (,o)l !l0!-( i#.ro"e (er"ice( !n ).!te t,eir tec,nolo+-$

CSTOMER SREB FINDINGS

$ Secon!r- ()..ort( .l!- !n i#.ort!nt role in t,e c)(to#er( #in !n

cre!te !0!rene(( !#on+ t,e c)(to#er($ T,e (econ!r- ()..ort incl)e(

De#on(tr!tion5 E4,i3ition & E"en S.on(or($


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?$ C)(to#er( !re !l(o no0 "er- c,oo(- in 3)-in+ t,e .ro)ct

!n it i( i#.ort!nt *or t,e co#.!n- to #!1e lo-!l c)(to#er o* t,eir 3r!n$

H$ In ()r"e- 0e *o)n t,!t LG ,!( c!.t)re #!4i#)# #!r1et (,!re in e"er-

c!te+or-$ LG o#in!te( CTV5 LCD5 !n Re*ri+er!tor5 !n 8!(,in+

#!c,ine5 c!te+or-$

=$ LG !n S!#()n+ ,!"e 3ottle nec1 co#.etition in TV !n REF$ c!te+or-$

>$ T,e .ro)ct i( 0ell !0!re !n it i( on to. o* #in o* c)(to#er$

C)(to#er( !re !l(o no0 "er- c,oo(- in 3)-in+ t,e .ro)ct !n it i( i#.ort!nt

*or t,e co#.!n- to #!1e lo-!l c)(to#er o* t,eir 3r!n$

RECOMMENDATIONS AND SGGESTIONS

01 E4,i3ition( o not ,el. to +ener!te (o #)c, (ell( 3)t t,e- (,o)l 3econ)cte re+)l!rl-$ T,i( ,el.( in +ener!tin+ !0!rene(( re+!rin+ t,e

.ro)ct in c)(to#er( 0,ic, )lti#!tel- ,el.( in (!le($

31 Al(o it i( ,el.( in !"erti(in+ *or t,e ne0 .ro)ct($ Co#.!n- (,o)l

!l0!-( *oc)( on (er"ice$

61 Di(.l!- (,!re (,o)l 3e incre!(e 0,ere t,ere i( le(( t,!n :; !( LG

!l(o 3elie"e( t,!t &'O DI(#TA #AI )O *I(TA #AI+1

81 Co#.!n- (,o)l tr- to i#.ro"e (er"ice$ No o)3t t,e co#.!n- .ro)ct(

,!"e tec,nic!ll- e+e o"er co#.etitor( 3)t in lon+ r)n it #!- ,!#.er t,e

co#.!n-( .ro*it$

B+


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51 Co#.!n- (,o)l concentr!te #ore on it( #!2or ri"er( AC5

E5 IT5 !n GSM$ Br!nin+ !n .ro#otion( (,o)l 3e one e**ecti"el-

!( it cre!te( ! lon+ l!(tin+ i#!+e in t,e #in o* c)(to#er($

91 Co#.!n- (,o)l !l(o c!ter to t,e nee( o* ()3 e!ler( !( (o#e o* t,e ()3

e!ler( ,!"e .otenti!l o* ,i+, (!le($

LIMITATIONS

E"er- (t)- ,!( cert!in li#it!tion($ In #- (t)-5 !l(o t,ere 0ere cert!in

li#it!tion(5 0,ic, I co)l not !3le to (ol"e$

$ T,e re(e!rc, 0!( con)cte in ! "er- (#!ll !re!$


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:$ I ,! onl- *o)n t,e )..er9#ile cl!(( *!#il- to *ill ). t,e

)e(tionn!ire5 3)t +ener!ll-5 !n !"er!+e #ile cl!(( *!#il- 0!( re)ire

*or t,e (t)-$

?$ T,e (!#.le (i7e i( !l(o "er- (#!ll 0,ic, re.re(ent #- re(e!rc, on

con()#er 3e,!"ior$

*I*LIOGRA7#B

000$l+ini!$co#

000$l+e$co#in

000$+oo+le$co#

000$0i1i.ei!$co#

B)(ine(( 0orl

B)(ine(( to!-

LG #!+!7ine

Econo#ic( ti#e( Ne0( .!.er

Ti#e( o* Ini!

B1
http://www.lgindia.com/http://www.google.com/http://www.wikipedia.com/http://www.lgindia.com/http://www.google.com/http://www.wikipedia.com/


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Consumer survey >uest,onna,re

$ !"e -o) .)rc,!(e !n- con()#er )r!3le )rin+ E4,i3ition(

aE Ye(

3' No

$


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3' @9: -e!r(

c' :9; -e!r(

' More t,!n ; -e!r(

$H$Do -o) .re*er !n- *in!ncin+ (c,e#e to .)rc,!(e con()#er )r!3le(

!' Ye(

3' No

A77ENDI

A$S$I Are! Ser"ice In c,!r+e

A$S$M Are! (!le( #!n!+er

B$S$I Br!nc, Ser"ice In c,!r+e

CAC Co##erci!l Air Conitionin+ S-(te#

C$S NET C)(to#er Ser"ice Net

D$S$C$ Direct (er"ice centre$

BC


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L$$D Lo+i(tic( e! o* e.!rt#ent

R$E$F Re*ri+er!tor

A$C$ Air conitioner

$E$ o#e Entert!in#ent

CIC C)(to#er Inter!ction Center

Lg Stprnew 2

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