1

TRAINING REPORT
ON
CUSTOMER RELATIONSHIP MANAGEMENT IN
QUARK GROUP OF EDUCATORS


Submitted to
MAHARISHI DAYANAND UNIVERSITY, ROHTAK
In partial fulfillment of the requirements for the award of the degree of

BACHELOR OF BUSINESS ADMINISTRATION
(INDUSTRY INTEGRATED)
SEMESTER = VI

SUBMITTED BY
YASHNA ARORA
REGN.NO-1130640109
ROLL NO-1190110383


JAGANNATH INSTITUTE OF MANAGEMENT STUDIES
ELC CODE-331012066
34, RING ROAD, LAJPAT NAGAR
NEW DELHI-110024
2


A
Project Report
On
CUSTOMER RELATIONSHIP MANAGEMENT IN
QUARK GROUP OF EDUCATORS


Submitted for partial fulfillment of requirement for the award of
degree

Of

Bachelor of Business Administration (II)
Of
MAHARSHI DAYANAND UNIVERSITY, ROHTAK
Session 2011-14




Supervision By Submitted by
Name of the Guide YASHNA ARORA
Designation
Department Roll No: 1190110383
Enrollment NO: 1130640109
BBA VI Semester






3



DECLARATION

I the undersigned solemnly declare that the report of the project work
entitled QUARK GROUP OF EDUCATORS, is based my own work carried
out during the course of my study under the supervision of Mrs. Kanika

I assert that the statements made and conclusions drawn are an outcome
of the project work. I further declare that to the best of my knowledge and
belief that the project report does not contain any part of any work which has
been submitted for the award of any other degree/diploma/certificate in this
University or any other University.


______________
(Signature of the Candidate)
YASHNA ARORA
Roll no: 1190110383
Enrollment No.: 1130640109


4


CERTIFICATE BY GUIDE


This to certify that the report of the project submitted is the outcome of the
project work entitled CUSTOMER RELATIONSHIP MANAGEMENT IN
QUARK GROUP OF EDUCATORS carried out by Yashna Arora bearing Roll
No :1190110383 & Enrollment No: 1130640109 Carried by under my guidance and
supervision for the award of Degree in Bachelor of Business Administration of
Maharshi Dayanand University, Rohtak, Haryana.
To the best of the my knowledge the report
i) Embodies the work of the candidate him/herself,
ii) Has duly been completed,
iii) Fulfils the requirement of the ordinance relating to the BBA (II) degree
of the University and
iv) Is up to the desired standard for the purpose of which is submitted.


_______________________
(Signature of the Guide)
Name:
Designation:
Department:
Name & Address of the Institute

The project work as mentioned above is hereby being recommended and
forwarded for examination and evaluation.







5


ACKNOWLEDGEMENT

Behind every achievement lies an unfathomable sea of gratitude to those who have extended
their support and without whom it would ever have come into existence. To them we say our
words of gratitude.

I would like to express my deepest sense of gratitude to Mr. Abhishek Gupta, Head, Affinity
Solutions, for giving me this opportunity to undergo Training at QUARK GROUP OF
EDUCATORS. I would also like to extend my heartfelt gratitude to him for his constant
encouragement and valuable insight, guidance and facilities at all phases of the project.

It is with profound sense of gratitude that I wish to reveal my overwhelming thanks to Mrs.
Kanika , my project guide who has rendered his valuable counsel and guidance in completing
this project. I would also like to thank all my faculty members for their valuable suggestions.

I would also like to acknowledge the support and guidance of Mr. Abhishek Gupta, Head
Affinity solutions. Without their help and encouragement it would have been practically
impossible to complete this project.

Last but not the least I am also thankful to the Placement advisor, and the entire Summer
Placement Team of Institute of Management & Development who helped me in getting my
summer training in such a good company.

Lastly, I put forth my due thanks to my parents, friends and all well wishers for their full
fledged and tremendous support in completing this project work successfully and to all the
respondents who have co-operated for their collection of data.


Yashna Arora
Roll. NO: 1190110383
BBA (II) VI Semester
6


CONTENTS
CHAPTER 1. : INTRODUCTION
1.1General Introduction about the sector
1.2 Industry Profile
a) Origin and development of the industry
b) Growth and present status of the industry
c) Future of the industry

CHAPTER 2: RESEARCH METHODOLOGY
2.1 Statement of research problem
2.2 Statement of research objectives
2.3 Research design and methodology

CHAPTER 3: COMPANY PROFILE
3.1 Origin of the Organisation
3.2 Growth, Development & Present status of the Organisation
3.3Organisation Structure and Organisation chart
3.4 Market profile of the Organisation

CHAPTER 4: DATA ANALYSIS
4.1 Data Analysis
4.2 Summary of Findings

CHAPTER 5: SUMMARY AND CONCLUSIONS
5.1 Summary of Learning Experience
5.2 Conclusions and Recommendations

7


APPENDICES
BIBLIOGRAPHY

























8




EXECUTIVE SUMMARY

The main objective of my research is to provide awareness to customers about
education where we welcome each one of you to our World where latest
technology, innovative methodologies and quality education are blended together
to create unique learning experiences.
Regarding my research I conducted a Pilot survey and got the questionnaire filled
from the customers. The sample size taken was 100. I have collected data from
different region of Ghaziabad. The research design used in the research is
descriptive and the type of sampling used is random sampling. And the statistical
tool used is chi-square. During my research I have found that many people are
not aware.







9







Chapter-1
INTRODUCTION






10


1.1 GENERAL INTRODUCTION:
Education in India is matter of prime concern for the government of India. The
University Grants Commission (UGC) coordinates, determines and maintains the
standards of education at various levels. There are many professional bodies,
which are responsible for accreditations of the courses, as well as providing
grants to the different undergraduate courses.


Today education system in India can be divided into many stages.

Pre- Primary - It consists of children of 3-5 years of age studying in
nursery, lower kindergarten and upper kindergarten. At this stage student is
given knowledge about school life and is taught to read and write some
basic words.

Primary - It includes the age group of children of 6-11 years studying in
classes from first to fifth.

Middle - It consists of children studying in classes from sixth to eighth.

Secondary - it includes students studying in classes ninth and tenth.

Higher Secondary - Includes students studying in eleventh and twelfth
classes.

Undergraduate - Here, a student goes through higher education, which is
completed in college. This course may vary according to the subject
pursued by the student.
For medical student this stage is of four and a half years plus one year of
compulsory internship, while a simple graduate degree can be attained in
three years.

Postgraduate - After completing graduation a student may opt for post
graduation to further add to his qualifications.

11


Many students from foreign countries are eyeing the country for gaining higher
qualifications. Though, illiteracy is a problem in India, the country amazes
outsiders with its vast pool of talent.

The Indian economy has grown in leaps and bounds in the recent years and hence
there is a necessity to educate the masses to accelerate the growth process. It is
interesting to note how the Indian education machineryworks.

The QUARK GROUP OF EDUCATORS is based on knowledge, experience,
and people from "real" universities in India. QUARK has brought together top
experts in the field. The Institute's faculty is a network of distinguished
professors from reputable universities in India. QUARK unique feature is this
concentration of high-level knowledge and expertise in one institution.

QUARK GROUP is a centre of Advanced Professional education with a strong
autonomous character. It offers variety of services relating to education including
training, production, publication and research. QUARK aims to provide quality
and value based education.




12









INDUSTRY
PROFILE









13



1.2(A) ORIGIN & DEVELOPMENT OF THE
INDUSTRY:
Institutions in this industry provide instruction and training to students enrolled in
elementary through high schools, colleges and universities, and training centers
that offer industrial, professional, and vocational programs. Institutions include
public, private, and nonprofit as well as for-profit businesses.
Small institutions can compete by providing specialized education or Demand for
education services is driven by demographics, income, perceptions of quality,
and employment and geographical trends prestigious degrees. For-profit colleges
compete by providing low barriers to acceptance and easy access to student
loans.




14



QUARK GROUP OF EDUCATORS is a symbol of incredible professional
education for shaping & sharpening the talent of bright young customers, thus
producing technocrats who will carve their own niche in the industries as well as
other arenas. QUARK GROUP OF EDUCATORS campus is synchronized to
provide healthy educational environment. The self- sufficiency of day to day
needs is a part of our regimen. QUARK GROUP OF EDUCATORS is regulated
to groom its students who will be conceptually sound, street smart & able to
apply their hand own skills & factual knowledge to overcome real life problems
successfully.









15



1.2(b) GROWTH & PRESENT STATUS OF
THE INDUSTRY:

Demand for education services is driven by demographics, income, perceptions
of quality, and employment and geographical trends. Public K-12 schools
compete with private schools and charter schools that offer a specialized
curriculum, religious instruction, or are perceived to provide a better education.
Large and prestigious institutions can benefit from large endowments and alumni
donations; public universities are funded with public money. Small institutions
can compete by providing specialized education or training and by providing
prestigious degrees. For-profit colleges compete by providing low barriers to
acceptance and easy access to student loans
Community colleges, four-year colleges, and universities provide educational
instruction in degree- or certification-granting programs in many disciplines.
For-profit educational institutions offer programs that may take one or two years
to complete in highly specific career paths such as nursing, culinary arts, or
computer-aided drafting. Professional training companies offer short courses
resulting in certification in a job-specific skill, such as computer programming.

People are the most critical component of our quality delivery mechanism. We
hire best-of-breed talent, train them assiduously and provide them with a winning
and growth-oriented work culture that emphasizes learning, achievement, best
16

practices and attractive reward schemes. We encourage entrepreneurial
managerial talent and the ownership of responsibility.

All the team members are graduates and have suitable skills.
All team members are selected strictly based on established criteria
considering customer's requirements.
We look for folks with the kind of skill, interests and background that
would be an asset for your kind of business.
Ongoing training is part of our strategy to build a base of highly effective
and efficient team of our team members
The present educational system of India is an implantation of British rulers.
Wood's Dispatch of 1854 laid the foundation of present system of education in
India. Before the advent of British in India, education system was private one.
With the introduction of Wood's Dispatch known as Magna Carta of Indian
education, the whole scenario changed. The main purpose of it was to prepare
Indian Clerks for running local administration. Under it the means of school
educations were the vernacular languages while the higher education was granted
in English only. British government started giving funds to indigenous schools in
need of help and thus slow.
Some of the schools became government-aided. Contemplating on the new
system which was introduced Mahatma Gandhi expressed his anguish in
following words, "I say without fear of my figures being challenged successfully,
that today India is more illiterate than it was fifty or a hundred years ago, and so
17


is Burma, because the British administrators, when they came to India, instead of
taking hold of things as they were, began to root them out. They scratched the
soil and began to look at the root, and left the root like that, and the beautiful tree
perished. The village schools were not good enough for the British administrator,
so he came out with his program. Every school must have so much paraphernalia,
building, and so forth. Well, there were no such schools at all. There are statistics
left by a British administrator which show that, in places where they have carried
out a survey, ancient schools have gone by the board, because there was no
recognition for these schools, and the schools established after the European
pattern were too expensive for the people, and therefore they could not possibly
overtake the thing. I defy anybody to fulfill a program of compulsory primary
education of these masses inside of a century. This very poor country of mine is
ill able to sustain such an expensive method of education. Our state would revive
the old village schoolmaster and dot every village with a school both for boys
and girls. "









18


1.2 FUTURE OF THE INDUSTRY:

India is rapidly emerging as a global economic
and political power, and our students and faculty
are increasingly interested in working and studying
in the region.
The Education sector in India is poised at a crucial stage in its growth. Indias
demographic advantage of having a large population of youth, coupled with low
gross enrolment ratios, presents a huge opportunity to education sector players.
At the same time, the growth of the Indian economy and upward movement of
income levels is boosting spend on Education, which already accounts for the
second-highest share of wallet for middle-class households.

Additionally, a tremendous interest from entrepreneurs and private equity players
is generated due to:
Steady cash flows
Recession-proof nature of the sector
Negative working capital requirements

Government support for the sector has also seen a boost, with substantial reforms
and increased financial outlays being announced and implemented. These
reforms aim at not only strengthening the sector but facilitating planned
expansion of the sector.
The interplay of all these factors has made Education an attractive sector with
multiple opportunities, as can be seen by the high growth many players are
witnessing and pursuing.
We have a dedicated education sector team serving all key segments of the
Education sector.
19






Chapter-2
RESEARCH
METHODOLOGY











20


2.1 STATEMENT OF RESEARCH PROBLEM
After the newly appointed employees have joined the organisation, the next
phase of the personnel program is to impart necessary training to the employees
to make them full fit for the job they are supposed to handle. In modern industrial
organisation, the need for training of employees is also widely recognized so as
to keep the employees in touch with the new technological developments. Every
company must have a systematic training program for the growth and
development of its employees.

With this objective in mind, the evaluation of training effectiveness will be
studied, examined and analysed and certain recommendations will also be
proposed for formation of an effective training strategy.

MANAGERIAL USEFULNESS OF THE STUDY
Training enables employees to demonstrate new concepts, build skills, solve
difficult interpersonal relationship and technical problems or gain insight into
behavior accepted as the way things are.

A key assumption of training is that by giving employees skill and insight for
identifying and defining organizational problems, individual will have greater
capacity to change unproductive and unsatisfying organizational structures and
processes. It is a catalytic process that depends largely on the abilities of
informed and skilled members to develop their tools for charge.


21


However, the individual abilities must be simultaneously supported by
organizational accountability so that, participants use their abilities to the hilt to
learn from the training programmes and transfer those learning to the workplace
and is technically termed as the transfer of training effects. It is basically the
process of increasing the knowledge and skills for doing a particular job; an
organized procedure by which people gain knowledge and skill for a definite
purpose

The effectiveness of the training programmes can be established through this
study.
This study helps to understand, analyze & apply the core concepts of training in
an organization. .Managers would be able to identify the need of training for its
employees.
Managers would know what employees think of the training and development
programmes and make changes if necessary.
The Group is committed to the continual development of its employees and
offers a range of development courses that support employees throughout their
career. These range from initial induction support, through to a range of core
skills modules and development programmes.
The Group is committed to supporting the career planning for all of its
employees and the annual review process provides an opportunity for every
employee to discuss their personal aspirations and what skills they would like to
develop.
22

The Quark Group has placed an increasing amount of focus on ensuring
that engagement and motivation levels of our employees are sustained at a high
level. We also believe that strong business performance is built on the integrity
and openness of our employees with customers, Business Partners and suppliers.

To achieve this we carry out a biannual Group Employee Engagement
survey that takes place across the entire Group in local languages. The survey
provides us with an insight into how people feel about working for the Group,
their relationship with their manager and,. Action plans are created at
organizational, departmental and manager levels to ensure that employee
feedback is central to improving performance.










23


2.2 STATEMENT OF RESEARCH
OBJECTIVE:

We aim to select the best possible candidates and look for people who
demonstrate a natural affinity to our Group Values in how they work and interact
with other people.
Our Values lie at the heart of our business. They provide the foundation of
how we improve our Business Partner, customer and employee experience and
ultimately support our business ambitions.
Human is about being approachable and respecting your colleagues
Responsive reacting to situations and requests for the good of the business
Dependable not letting others down and delivering what you say you will,
when you say you will
Specialist showing others that you are expert at what you do and being seen as
a source of expert knowledge
Proactive is about not waiting to be asked to do something, but using your
initiative to do what is best for the business.

24

These Values are embedded across the business and we find our most successful
people live and breathe these behaviors
SCOPE OF THE STUDY
Training Effectiveness is the process wherein the management finds out how
effective it has been at training and developing the employees
This study shall give some suggestions for making the present training and
development system more effective.
It shall give organization the direction, how to deal differently with different
employees.
It aims to identify the training & development needs present among the
employees.













25


2.3 RESEARCH DESIGN &
METHODOLOGY:

SAMPLING TECHNIQUE
Sample Size-Whole survey contains a sample size of 100.
Sample Procedure- The samples were taken on random basis.
Search instruments: A questionnaire was used for the survey it was developed on
the basis of the descriptive study within 100 respondents.
SAMPLING TECHNIQUE USED
Since the information required was not of a very technical nature and also
looking at the scope of the project and the extent of the target segment, the
sampling technique employed was Convenience Sampling.
DATA COLLECTION
To determine the appropriate data for research mainly two kinds of data will be
collected namely primary & secondary data as explained below:

PRIMARY DATA
Primary data are those, which were collected afresh & for the first time and thus
happen to be original in character. However, there are many methods of
collecting the primary data; all will not be used for the purpose of this project.
The ones that will be used are:
Questionnaire
Informal Interviews
Observation
26


SECONDARY DATA
Secondary data is collected from previous researches and literature to fill in the
respective project. The secondary data will be collected through:
Text Books
Articles
Journals
Websites

STATISTICAL TOOLS USED
The main statistical tools that will be used for the collection and analyses of data
in this project are:
Pie Charts
Tables

Sample size: 100

Sample area: New Delhi
To be very humble, the present study will be both qualitative and quantitative and
I hope this as per the requirement of the Problem of the study.


The Group is committed to the continual development of its employees and
offers a range of development courses that support employees throughout their
career. These range from initial induction support, through to a range of core
skills modules and development programmes.
27

The Group is committed to supporting the career planning for all of its employees
and the annual review process provides an opportunity for every employee to
discuss their personal aspirations and what skills they would like to develop
equal opportunities.
The Group believes in equal opportunities for all employees. Applications for
employment are treated fairly and are based on merit, irrespective of race,
gender, religious belief, disability, age, marital status and sexual orientation.
The Groups policy is to give full and fair consideration to applications for
employment made by disabled persons, taking into account their particular
aptitudes and abilities and the nature of work involved. Should an employee
become disabled, arrangements would be made, wherever practicable, to enable
them to continue their employment within the Group, including the provision of
appropriate training where relevant.
We continue to aim to help employees to balance their work and personal lives.
Flexible working is accommodated and in some instances is supported through
the use of remote technology. Other initiatives such as the Flexible Benefits
scheme allow employees to make choices on the provision of such items as
pension provision, life assurance, medical and dental cover and childcare
vouchers.
28

The fair treatment of our customers lies at the heart of what we do. We have
clearly communicated promises and through the Group's Values this influences
key areas of our business.
'Treating Customers Fairly' is critical because we are regulated, but because it
makes good business sense, helping to retain satisfied customers for longer. It
also ensures that we deliver positive results for our Business Partners through
incremental revenue generation and improved customer loyalty

Advances in computer technology mean that thieves can send viruses to your
computer that record keystrokes and install devices on card swipe machines to
record your details and pin number at gas pumps. Details can then be used to
make purchases online or even make physical clones out of credit

Looking after our customers, employees and our communities.The Group
recognizes the importance of managing the impact of its activities on the
community and the environment, and in doing so seeks to conduct its business in
a professional, ethical and fair manner with all stakeholders, including
employees, customers, Business Partners and suppliers.
29


Our Corporate Social Responsibility framework is based on four key
principles:
We are committed to supporting the community and the environment in
which we operate
We will always seek to employ and train the best people for the job,
ensuring that they understand that we demand the upmost integrity in all
internal and external dealings
We are committed to ensuring that the business and its employees operate
in a socially conscious way.











30






Chapter- 3
COMPANY
PROFILE








31


3.1 ORIGIN OF THE ORGANIZATION:

Quark Group Of Educators is located at Ghaziabad where the company
operates the Business.
1. REG. Office: (Education Sector)
Physical Infrastructure:
Office Space 1228 sq ft office at Ghaziabad.
Telephone Lines 25 nos. Tata Indicom, Airtel & BSNL with Fax.
Computer Systems 25 nos. with printer and Internet connectivity.
Located at: IIrd N-32, 2nd Floor, Ambedkar Road ,
Opp.Turab Nagar Market, Ghaziabad.










32


3.2 GROWTH, DEVELOPMENT & PRESENT
STATUS OF THE ORGANIZATION:
The QUARK GROUP OF EDUCATORS is based on knowledge, experience,
and people from "real" universities in India. QUARK has brought together top
experts in the field. The Institute's faculty is a network of distinguished
professors from reputable universities in India. QUARK unique feature is this
concentration of high-level knowledge and expertise in one institution.
QUARK GROUP OF EDUCATORS is a symbol of incredible professional
education for shaping & sharpening the talent of bright young customers, thus
producing technocrats who will carve their own niche in the industries as well as
other arenas. QUARK GROUP OF EDUCATORS campus is synchronized to
provide healthy educational environment. The self- sufficiency of day to day
needs is a part of our regimen. QUARK GROUP OF EDUCATORS is regulated
to groom its students who will be conceptually sound, street smart & able to
apply their hand own skills & factual knowledge to overcome real life problems
successfully.
QUARK GROUP is a centre of Advanced Professional education with a strong
autonomous character. It offers variety of services relating to education including
training, production, publication and research. QUARK aims to provide quality
and value based education.

33


Business Manager Management experience of 9 years.
Team Leader Filed and Team management experience of 3 to 5 Years.
Tele caller Minimum call experience of 8 month to 2 years.
Field Executives Minimum experience of 2 year.
































34









Quark Group Of Educators was establishment in 2002 in the
heart of our country at Ghaziabad by a team of academician &
experts from the industry to define the management &
technical education as per the need of Indian economy at
present the parent organization Quark Group Of Educators is
helping millions of people in educating them by its unique
concept & resources which are generated by the trust from the
society & cooperate.










Company Background
35


3.3 ORGANIZATION STRUCTURE &
ORGANIZATION CHART:



36












Company Structure


Degree Courses


Short Term
Crash Courses
Courses
Quark Group
Of Educators
37



3.4 PRODUCTS PROFILE OF THE
ORGANIZATION:
Degree Courses
PHD.
MTECH
MCA
MBA
BTECH
BCA
BBA
Crash Courses
DFA
DCA
DCO
CTT
COMPUTER BASIC
TALLY ERP 9
C, C++, JAVA, .NET
HARDWARE CARD AND CHIP LEVEL






38



SERVICES PROFILE OF THE
ORGANIZATION:
Proposed Enhancement of Facilities
We are in the process of enhancing our facilities to take on work at managing
Educational Services for Companies and profile also. The enhancement is
planned on a phased manner where we want to broad base our portfolio to
include different degree and crash courses.

DIRECTORS :-


Dr. Abhishek Gupta
(Director )
PhD, 8 yrs Experience.
Email:- quarkghaziabad@gmail.com





Mrs. Bhawna Gupta
(Director )
MBA, 7 yrs Experience.
Email:- quarkghaziabad@gmail.com






39


3.5 MARKET PROFILE:
SWOT ANALYSIS OF GROUP
STRENGTH
Strong brand name
Good reputation among customers
Favorable access to distribution network
Organization consists of youth population, so they are more energetic in their
work field

WEAKNESS
Well qualified and experts works in these company as employees.

OPPORTUNITIES
Unfulfilled customers need.

THREATS
Shifts in consumer preferences
Emergence of other competitors products
Recession period is a big threat for the company.


40

A) Objectives of the training for the organization:
Training has a number of objectives. The major objectives of training are as
follows:
i) Higher Productivity: Training increases the skill of the employees in
the performance of a particular job. An increase in skill usually helps to
increase both quantity and quality of output. Training is also of great
help to the existing employees as it helps them to increase their level of
performance on their present job assignments.

ii) Standardization of procedures: With the help of training, the best
available methods of performing the work can be standardized and
taught to all the employees. Standardization will make high levels of
performance rule.
Employees will work intelligently and make fewer mistakes when they
possess the required know-how and have an understanding of their
jobs and of the interdependence of one job to another.

iii) Less supervision: If the employees are given proper training, the need of
supervision is lessened. A well-trained employee is self reliant in his work
because he knows what to do and how to do.


iv) Economical operations: Training personnel will be able to make better
and economical use of materials and equipment. Wastage will also be
low. In addition, the rate of accidents and damage to machinery and
equipment will be kept to the minimum by the well-trained employees.
These will lead to less cost of production per unit.

41


v) Up gradation of technology: Growth of technology is taking place
very fast. This will render the current technology obsolete in the near
future. Training programmes help the employees to learn new
techniques to upgrade their knowledge and make use of advanced
technology for the development and growth of their organization.

vi) Manpower change and adjustments: Organizations that have a good
internal education programmes, they have to make less drastic
manpower changes and adjustments and sudden personnel alterations.
When the need arises, vacancies can more easily be filled from internal
sources if a company maintains an adequate instructional programme
for its employees.

vii) Quick learning: Training helps to reduce the learning time to reach the
acceptable level of performance. The employees need not learn by
observing others and waste a long time if the formal training
programme exists in the organization. The qualified instructors will
help the new employees to acquire the skills and knowledge to do
particular jobs within a short interval of time.









42


A) Objectives of the training for the employees:
The major objectives of the training programmes for the employees working in
the organization are as follows:

i) Confidence: Training creates a feeling of confidence in the minds of
workers. It gives safety and security to them at the workplace.

ii) New skills: Training develops skills which serve as a valuable asset to the
worker. It remains permanently with him.



iii) Higher earnings: By imparting skills, training facilitates higher
remuneration and other monetary benefits to the workers.



iv) Adaptability: Training develops adaptability among workers. They do not
worry when work procedures and methods are changed.








43









Proposed Enhancement of Facilities
In addition to its main stream programmes, the institute offers a
wide range of diplomas in associations with the industries,
management development and training programmes & a series of
international & national level conferences that provide academic
excellence on the one hand, & cooperate presence on the other.
Beside open- house programmes the institute also undertakes in-
house training programmes for the corporate.
.
44











Chapter-4
DATA
ANALYSIS &
INTERPRETATION






45

4.1 DATA ANALYSIS:
Q1. What is a computer?

a) Electronic Device b) Flexible Machine

c) Both a & b


INTERPRETATION:
Out of total of 100 people major responses goes for Electronic device.




Column1
ELECTRONIC DEVICE
FLEXIBLE MACHINE
Both A & B
46


Q2.] What is the shortcut key for copying the data?

a) ctrl+x b) ctrl+v

c) ctrl+c




INTERPRETATION:
Out of total of 100 people major responses goes for ctrl+c


Column1
ctrl+x
crtl+v
ctrl+c
47

Q3] Excel is known as

a) Workbook
b) Spreadsheet
c) document


INTERPRETATION:
Out of total of 100 people major responses goes for document.





Column1
Workbook
spreadsheet
document
48


Q4] PowerPoint is used to create

a) Presentation
b) Spreadsheet
c) document



INTERPRETATION:
Out of total of 100 people major responses goes for Presentation.




Column1
Presentation
Spreadsheet
Document
49


Q5.] What is the shortcut key to italic the font

a) ctrl+i b) ctrl+v

c) ctrl+t


INTERPRETATION:
Out of total of 100 people major responses goes for ctrl+i.





Column1
ctrl+i
ctrl+v
ctrl+t
50



Q6.] Tally software is used t o manage _____________ of a company.

a) Accounts
b) Spreadsheet
c) Files

INTERPRETATION:
Out of total of 100 people major responses goes for Accounts.







Column1
Accounts
Spreadsheets
Files
51



Q7.] Mail Merge is used to print _______ letters at a time?

a) 10
b) Multiple
c) 20

INTERPRETATION:
Out of total of 100 people major responses goes for Muiltiple.





Column1
10
Multiple
20
52

Q8.] Notepad is used to

a) Enter Text Data
b) Drawing
c) Formulas


INTERPRETATION:
Out of total of 100 people major responses goes for Enter text data.







Column1
Enter text data
Drawing
Formulas
53


Q9.] What is the shortcut key center alignment.

a) ctrl+e b) ctrl+c

c) ctrl+t



INTERPRETATION:
Out of total of 100 people major responses goes for ctrl+t.





Column1
ctrl+e
ctrl+c
ctrl+t
54

4.2 SUMMARY OF THE FINDINGS:
I have chosen this topic to know how a consumer reacts when created awareness
about his requirement for education. Does it affect the consumer behavior? How
consumer does react to different situations.

Understanding consumer behavior and knowing customers is never simple.
Customers may say one thing but do another. They may not be in touch with their
deeper motivations.
Consumers have more power than ever before.
Consumers have access more information than ever before.
There are a number of reasons for researching of consumer behaviour

Two types of customers:

Individual customers- Individual customers are those who take the
subscription for their personal use.
Institutional customers-Institutional customers are also called as corporate
customers. These include big companies, small companies, banks or any other
corporate organization.



55


SAMPLING TECHNIQUE
Sample Size-Whole survey contains a sample size of 100.
Sample Procedure- The samples were taken on random basis.
Search instruments: A questionnaire was used for the survey it was developed on
the basis of the descriptive study within 100 respondents.

















56







Chapter-5
CONCLUSIONS
&
SUGGESTIONS




57




5.1 SUMMARY OF LEARNING
EXPERIENCE:
The programs conducted were not periodically evaluated.
Employees basically want to receive training in the behavioral & Managerial
& Analytical areas.
Most of the employees need training in teambuilding in behavioral category
Most of the employees need training on internet Lan
To make the training more effective most of the managers feel that the
duration of training should be less
The training programmes were not well planned. There were no manuals &
any study material available.
No trainee received any reward for performing well during the training
programme








58


5.2 CONCLUSION & RECOMMENDATIONS:
Training development enhances the capacities of the work force in organization
and prepare them to be more competitive enough to face the challenges that come
in front of their doors steps. The people become more productive to face the
challenges.

Training means learning the basics skills and knowledge necessary for a
particular job and development means the growth of the individual in all respects.
Training and development practiced in any organization is a boon. In todays
competitive world the training and development place and major role in success
of any organization.

To be successful in life, you should learn all aspects relating to the trade. And for
that you have to acquire training from others. Training developing is very
essential requirement to each an every question.

In this project I have tried to find out, what were the training and development
activities that follows in the organization and what were the problems faced by
the employees as well as the departmental trainers during the training period.
Also how could these problems can be overcome so that the performance of the
workers and the organization as a whole can be improved.




59


Recommendations
The Training session conducted in the entire department should be well
planned
The trainees should be given ample time to conceive all the training that he
had gained for the session conducted
Attending of the training session should be made compulsory for all the
employees
All the departments should maintain course material and care should be taken
to make the trainees understand the need of the training programme
There should be interactive session among the employees to understand the
strengths and weaknesses of each other.

60


According to the market survey it is found that the people from 21-24 ages have
opinion that reading magazine gives edge over the other. It is also concluded that
people wants improvement in the contents of the magazine which directly or
indirectly affect the buying behavior of the consumer. It is found that The Week
is the most preferred magazine among the people of age of 21 to 24 and they
want that magazine subscription should be made more frequent. They are not
found to be brand loyal. They are more concerned with the magazine content and
news of the magazine.
Though the outlook is providing different attractive offers and discounts to their
customers they are not satisfied with the offers and discounts which the company
is providing .Because people are becoming more specific to their preferences and
choices.
So after the survey I found that Outlook Magazine must emphasize on
advertisement, promotion. So that they can also increase their market shares in
the market. Because in todays world marketing is very important for every
company .So that people become aware about the company and their product.

Company should find a new market segment because it is a saturation
point of manual selling in the country. Company should target new ways to
find perspective customer.

Discounts and offers which the company is providing to their customers do
not like by the customers as they are becoming more specific when it comes
to gift and discounts.


61



First approach gives the first impression of a company and about the product
so the company should give proper training to their sales people so they are
able to convince their customers properly and make them buy their product.

The promotion strategy of the organization should be stronger.

The price has to be taken into consideration.

More training should be given to the employees working in the organization.













62


Limitations

Every study has certain limitations. In our study, also there were certain
limitations, which I could not able to solve.
Time factor was also important for us. We had limited time for the
research, for which a full-fledged report was insufficient for me.
The customer filled the questionnaire sometimes in careless manner, so it
was difficult to make them hold for time. And chances of bias results are
more.
The sample size is also very small.
Some clients as expected didnt turn up nor had no response as promised
earlier.











63







APPENDICES













64








QUESTIONNAIRE












65


STUDY OF
CONSUMER BEHAVIOUR
IN ASSISTANCE SERVICES


QUESTIONNAIRE PROFORMA

(Note: To select an answer, select the box adjacent to the option)


Q1. What is a computer?

a) Electronic Device b) Flexible Machine

c) Both a & b


Q2.] What is the shortcut key for copying the data?

a) ctrl+x b) ctrl+v

c) ctrl+c



Q3] Excel is known as

d) Workbook
e) Spreadsheet
f) document


Q4] PowerPoint is used to create

d) Presentation
e) Spreadsheet
f) document
66



Q5.] What is the shortcut key to italic the font

a) ctrl+i b) ctrl+v

c) ctrl+t



Q6.] Tally software is used t o manage _____________ of a company.

d) Accounts
e) Spreadsheet
f) Files


Q7.] Mail Merge is used to print _______ letters at a time?

d) 10
e) Multiple
f) 20



Q8.] Notepad is used to

d) Enter Text Data
e) Drawing
f) Formulas


Q9.] What is the shortcut key center alignment.

a) ctrl+e b) ctrl+c

c) ctrl+t
67




Q10.]Any suggestions??
















THANK YOU!


Name : Age :

Mobile: Email ID:

Occupation: Company:








68



BIBLIOGRAPHY


Websites


www.quarkgroup.org.in
www.yellowpages.sulekha.com
www.justdial.com/National-Search/Quark-Group-Of-Educators