A study on customer expectations on MFD's towards Xerox India Ltd

Extract

[...] Building on that experience, in 2002 Xerox began an enterprise wide effort integrating Six Sigma and Lean Manufacturing tools and processes into a comprehensive strategy called Xerox Lean Six Sigma. It is a disciplined, data-driven method or reducing waste and variation in processes so levels, speeds and prices that customers value and therefore improve Xerox business results. Dedicated Xerox Lean Six Sigma deployment managers and "Black-Belt"-led projects now exist in every business through out company .XEROX AND SOCIAL RESPONSIBILITY: Xerox's social responsibility efforts are an extension of the company's belief that a successful corporation must be an active participant in society. [...]

[...] Xerox also has long nurtured the Olympic movement off the playing field, through initiatives such as the Team Xerox Olympian Program, which helps raise funds for athletes and communities .XEROX INDIA LIMITED, HYDERABAD: Overview: Incorporated in 1983, Xerox India Limited (XIL) is a part of Xerox Corporation (NYSE: XRX), the US $ 15.7 billion, Fortune 500 global document management company. Over the past 20 years, Xerox India has shaped the Document Management industry in India by ushering in the world's best document processing products and bringing innovative value-added concepts to cater to customer needs. [...]

[...] Improve profitability and cash flow Improve profitability through efficiency, productivity and cash flow management to achieve Return On Invested Capital (ROIC) and Economic profit Commitments .b.XEROX AND DIVERSITY: Xerox views diversity in the work place as both a moral imperative and a competitive advantage. People of all ages and from different backgrounds bring fresh perspectives and boundless creativity in solving real business problems. Under the company's balanced work force strategy, senior managers are evaluated on their ability to hire, retain and promote minorities and women. [...]

[...] CHAPTER-V DATA ANALYSIS & INTERPRETATION Experience with Company Table-1: No of years No of respondents 1-2 years 22 2-5 years 32 5 years above 46 Chart-1: Inference: 46% of the respondents are aware Xerox India Ltd since 2 years 32% of the respondents are aware Xerox India Ltd since 5 years 22% of the respondents are aware Xerox India Ltd above 5 years Customer chose Table-2 Customer choose based on No of respondents Good service 58 Reliability 34 Low price 8 Chart-2 Inference: 58% of the respondents have chosen based on good service 34% of the respondents have chosen based on reliability of the respondents have chosen based on low price Maintenance Expenses on Xerox product Chart-3 Expense No of the respondents Yes 64 No 36 Chart-3 Inference: 64% of the respondents said that Expense is there 36% of the respondents said that No expense on the machine Drawbacks with the product Table-4 Drawback No of respondents Breakdown 38 Poor service 4 Low quality 22 No 36 Chart-4 Inference: 38% of the respondents faced breakdown of the respondents faced poor service 38% of the respondents faced low quality 36% of the respondents are not faced any drawback Reached expectations Table-5 opinion No of respondents Agree 48 Disagree 18 neutral 34 Chart-5 Inference: 48% of the respondent's expectations are reached 18% of the respondent's expectations are not reached 345 of the respondent's expectations are neutral New Technology Expectation Table-6 Expectation No of respondents Yes 60 No 40 Chart-6 Inference: 60% of the respondents said that they are expecting new technology 40% of the respondents are not expecting new technology Customer like- from company side Table-7 Customer want No of respondents More service 44 Company brand name 32 Low price 34 Chart-7 Inference: 44% of the respondents like more service 32% of the respondents like company brand name 24% of the respondents like low price Customer like-from product side Table-8 Product feature No of respondents Multi function 50 Single function 26 Two function 24 Chart-8 Inference: 50% of the respondents like multi functions 26% of the respondents like single function 24% of the respondents like two functions Need for function development Table-9 No of respondents Function Printer 18 Copier 52 Scanner 8 Fax 8 E-Mail 14 Chart-9 Inference: 18% of the respondents said that develop the printer function 52% of the respondents said that develop the copier function of the respondents said that develop the scanner function of the respondents said that develop the Fax function 14% of the respondents said that develop E-Mail function Expecting factor from Xerox Table-10 Rating factor No of respondents Machine performance 36 Service support 28 Low maintenance cost 16 Overall satisfaction 20 Chart-10 Inference: 36% of the respondents want machine performance 28% of the respondents want service support 16% of the respondents want Low maintenance cost 20% of the respondents want Overall satisfaction Cost Reduction Table-11 reduction No of respondents Yes 78 No 22 Chart-11 Inference: 78% of the respondents want reduction in the cost 22% of the respondents don't want to reduction in the cost Need for speed products Table-12 Expectation No of respondents Yes 86 No 14 Chart-12 Inference: 86% of the respondents are speed products 14% of the respondents are not expecting speed products Demand for future Table-13 Demand No of respondents Yes 17 No 83 Chart-13 Inference: 17% of the respondents said that Xerox products having demand for future 83% of the respondents said that Xerox products not having demand for future Service contract Table-14 Service No of respondents FSMA 84 AMC 12 Third party 4 Chart-14 Inference: 84% of the respondents are covered under FSMA 12% of the respondents are covered under AMC of the respondents are covered under third party Interested offers to purchase Table-15 offer No of respondents Rental scheme 0 Installments 18 Exchange offer 10 No 72 Chart-15 Inference: 18% of the respondents are interested for installments 10% of the respondents are interested for exchange offer 72% of the respondents are not interested to purchase No body interested for rental scheme Expecting Features Table-16 Feature No of respondents Speed 39 Low price 27 Service 28 More colors 6 Chart-16 Inference: 39% of the respondents expecting more speed of the respondents expecting Low price of the respondents expecting service of the respondents expecting more colors New products Expectation Table-17 Expectation No of respondents Yes 40 No 60 Chart-17 Inference: 40% of respondents are expecting new products 60% of respondents are not expecting new products Machine Productivity Table-18 Productivity No of respondents 1-5000 46 5001-10000 32 10000-above 22 Chart-18 Inference: 46% of machines productivity is of machines productivity is 2001- of machines productivity is 5001-above Purchase Planning Table-19 Purchase planning No of respondents Yes 10 No 90 Chart-19 Inference: 10% of the respondents are planning to purchase new machine 90% of the respondents are not planning to purchase machine FINDINGS 30% of the respondents are using competitor's devices also. 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[...] Presently Xerox India ltd has a market share of 56% and is planning to enhance the market share. In this particular situation Xerox India Ltd needs to be aware of the customer's expectations to grab rest of the market. Hence the study to find out customer expectations has been undertaken by me. OBJECTIVES OF THE STUDY: To identify the customer expectations towards Xerox MFD'S. To improve the product quality and service in order to enhance the sales potential. RESEARCH METHODOLOGY: Research design : Descriptive in nature Data sources : Primary& secondary sources Primary data : Questioners Secondary data : Company website& company records ( www.xerox.com) Research approach : Survey method Research instrument: Structured questioners Sampling design: Population : DMRL,DRDL,RCI, RileNilayam and Sanchalan Bhavan customers in Hyderabd. [...]