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Satisfying internal customers could be described as a company's ability to generate

genuine teamwork among all departments in the organization: sales, marketing, credit and
receivables, manufacturing, distribution, packing and shipping, quality, production
planning, etc.; and to instill in every individual the constant awareness that customer
service is everyone's business.

This description emphasizes the importance of customer service as an organizational

responsibility. However, too often, a single department in a vertically structured
organization is held accountable for apparent customer service failures that, for the most
part, originate outside that department's responsibility and are beyond its control.

Many organizations are finding that teams are a way to improve communication and
service customers more effectively. Needless to say, teamwork doesn't just happen,
because people want it to. Usually management translates a mandate into a system in
which all participants have specific responsibilities to perform and standards to meet -
responsibilities designed to generate the desired levels of service at the least cost.

Most of the companies in the globe have been continuously involved in the process of
identifying internal customer¶s satisfaction towards service they received in the company.
When all the departments serving in a realizing way the company should be enhanced
effective production level, serve efficiency, attract more customers and also strengthening
good relationship and communication of employees.

The measurement of the internal customer¶s satisfaction is a hard task which provides a
quantitative baseline for comparing results and enables fact-based decision making. Most
large companies recognize the importance of measuring and monitoring internal customer
satisfaction. Those that continue to avoid the concept are primarily enterprises that have
not adopted management practices necessary to leverage service delivery fully. Typically,
a company committed to treating its internal service users as customers holds a similar
commitment to measuring their satisfaction with the delivery of those services.

Customer satisfaction measurement is not a core service for most business units,
functions, or even dedicated internal service delivery groups because it is not something

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they are under contract to provide as part of service delivery.c

The process of collecting customer satisfaction data, as with most any other type of data
collection, is a low-value activity The potential for high value-added activity occurs after
the information is collected, when it is possible to assess what the data means, what
analysis is needed, what needs to be done differently to improve action planning and
continuous improvement, and learn how to move the enterprise forward.

Measuring the satisfaction level in terms of needs and expectations is a comprehensive

study of organization for better business performance. Employees such as top level
managers, middle level managers, supervisors and engineers have their needs and
expectations for products and services in work place many organizations typically
emphasized on satisfying needs and expectations to increase the profit and enhance the
image of the organization in the market. We look at the global condition has become so
competitiveness and rushing towards globalization in this situation every organization
aggressively starts acquiring market share and expanding their empire to the entire world
by satisfying employees needs and expectations.


 
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For any organization, employees act as the strong pillars upon which promises of quality
products and customer satisfaction can be built. The responsibility does not end with the
hiring of employees but it rather becomes necessary to focus on the internal customer
satisfaction regarding potential work process, their needs and expectations, improvement
opportunities in the work process and inter-relationship with suppliers and external
customers for better product and service performance on effective management carried
out.


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Ñc To determine the level of satisfaction required within the organization through

survey of internal customers.

Ñc To measure satisfaction level of internal customer with respect to needs and

expectations about the working conditions.

Ñc To identify opportunities for improvement in work process.

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Ñc To determine process potential and develop action plans for better service.

Ñc To identify the appreciation of inter-relationship between the internal customers

and suppliers.

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c Œrimary Data
c Secondary Data

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Œrimary data is collected through observation, questionnaire and interviews. Interviewing

different department heads to find suitable methods of identifying the areas where it
needs changes.

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The secondary data is those which have already been collected by someone else and
which have been passed through the statistical process, product profile and company
profile are secondary data which have been used for this project.

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It is a procedure of using small number units of a given population as a basis for drawing
conclusion about the whole population. Sample is a subject or some part of the population
and the purpose of sampling is to estimate some characteristics of the population.

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A sampling size for the study is 46 employees; this includes tool makers, supervisors,
managers, technicians, engineers and staff of production department, marketing
department, HR department, accounts and finance department in NTTF Ltd.c

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Ñc The study is restricted only to NTTF IŒL Bangalore.c

Ñc pnly sample size of factory employees was taken up to arrive at the possible
conclusion.c

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Ñc Findings and conclusion drawn out of the study are based on response from
the employees. c
Ñc Time constraints are another limiting factor which leads to get feedback only
from limited member of people.c
Ñc Frequent visiting to the various departments and collecting information was
not possible.

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Machine tools are heavy, power driven machinery and equipment that perform specific
action on materials like metal and plastic. The most common job these machines are used
for include material removal (turning, milling, drilling, grinding, water jet or laser
cutting); materials forming (stamping bending, joining); and work holding (chunks,
fixtures, clamps, blocks). The majority of this equipment is technical in nature, with
computer numerical control (CNC) or programming logic control (ŒLC) built in.

The tooling and machinery industry is critical to our countries economic health it makes
possible the existence of virtually every other manufacturing industry. Tooling is
basically the means of production. Special tooling such a dies and moulds, is custom
design and made to manufacture specific products, generally in quality and to desired
level of uniformity, accuracy interchangeability and quality. Machining involves the use
of wide variety of machine tools to cut or form materials usually metal, to precise shapes
and dimensions.

The computerization of industry is leading to rapid improvements in existing machinery

tool products lines and development of new products. The shortage of skilled labor and
relatively high cost of labor are driving the demand for machine tools with greater
flexibility that is programmable to replace or reduce the need for more sophisticated
operators.

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The Indian auto ancillary industry has come a long way since it had its small beginnings
in the 1940¶s. The evolution of the industry is traced in India; it can be classified into 3
distinct phases namely: period before 1983, period after 1983 and period post
liberalization. The period before 1983 was characterized by small number of auto majors
like Hindustan Motors, Telco, Bajaj, Mahindra and Mahindra.

The entry of Maruti in 1980¶s marked the beginning of the second phase of the industry.
The auto ancillary industry in the country really showed a spurt in growth during this
period. This period witnessed the emergence of new generation of auto ancillary
Manufactures, who were required to meet the stringent quality standards. It was during
this period that auto components from India began to be exported.

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The entry of foreign automobile manufactures ranging from Mercedes Benz, Ford,
Daewoo following the government liberalization the foreign investment limits saw the
beginning of third phase of evolution of industry. The auto ancillary industry witnessed
huge capacity expansions and modernization initiative in the most liberalization period.
Technological collaborations and equity partnership with world leaders in auto
component became a common affair. However the global automobile majors soon
realized the folly of their estimations in India. The market did not seem to be as big as it
appeared to be. Hence sales targets went away. The tough competitive scenario saw a lot
of consolidation in the industry and still continues unabated.

The global automotive component manufacturing industry is estimated to have a market

size of around $1 trillion. Ford Motors, Delphi Corporation, Caterpillar, Cummins,
International Truck and Engine Corporation and General Motors (GM) are some of the
leading global auto component manufactures of the world. With importation of
components worth $69 billion a year, the US stands at the top of the auto component
markets the world over.

The main auto component manufacturing hubs in India are situated in Chennai, Œune and
Gurgaon. The magnitude of the Indian auto component manufacturing industry stands at
Rs.25,000 crore ($5 bn approx.). Though relatively small, the Indian automotive
component manufacturing industry due to a huge talent pool of skilled automotive
engineers and access to the latest technologies has a great potential to emerge as a big
player in the near future.

According to the Automotive Component Manufacture¶s Association of India (ACMA),

the domestic Indian auto component manufacturing industry is heading for a whopping
18% growth in the coming years compared to the export market which is estimated to
reach $2.7 bn by the year 2010.

Lacking the required infrastructure, the India auto component manufacturing industry
falls away behind the major global players in terms of production capacities. Due to this
fact, it also lags behind other nations in getting large manufacturing orders. pr even if it
manages to get one, it ranges below the $100 mn mark, which is considered a mere
figures as per the automotive industry standards.

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Though striving to better its standards, the Indian auto component manufacturing industry
has registered a robust growth in the recent past. The three main factors providing
impetus to this industry are the ever increasing domestic automobile industry (two-
wheelers, commercial vehicles and passenger cars).

The aftermarket sales and servicing industry and the outsourcing of component
manufacturing to India and China by the global titans to cut down on their cost of
productivity and thereby laughing all the way to the banks. To improve upon the auto
component industry in India, the need of the hour is to focus on its competitiveness, learn
the best manufacturing practices, be quality conscious and at the same time inculcate a
prompt delivery culture.

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¬c India's automotive components industry is the most lucrative sector for foreign
direct investments. Hundreds of collaborations foreign direct investments have
been made in recent years and there is tremendous potential for more. Markets
are huge and growing both within India and overseas.

¬c It presently incorporates a total investment of more than US$1.2 billion which is

expected to rise to US$2.7 billion by the end of the year 2000.

¬c The market is worth US$2.3 billion at present and this is expected to touch
US$9.4 billion in 2001.

¬c Automotive components manufactured in India are of top quality and used as

original components for vehicles made by such top international companies as
General Motors, Mercedes, IVECp and Daewoo among others.

¬c Automotive products made in India have a huge overseas market in addition to

the domestic market.

¬c The number of vehicles manufactured in India is expected to rise from 3 million

annually to 5 million by 2000. This will increase domestic demand for
automotive components.

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¬c Ëapanese and British component manufacturers are already operating joint-

ventures in India. American companies which have, or are planning to, set up
plants in India include Delphi (an automotive components division of General
Motors USA), Delco Electronics, Textron and Magna International of Canada.

¬c The Automotive Components Manufacturers Association (ACMA) represents

this sector in India.

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The Indian auto component and ancillary industry is one of the front runners for
grabbing the global auto component outsourcing market, estimated to be worth US$700
billion by 2015. The Indian automobile components industry has come a long way since
the country¶s economic liberalization which opened up the sector in the early 1990s.
From a quiet supplier of low-value components to the domestic aftermarket, the
industry has transformed itself into a global hub for sourcing a range of high-value and
critical automobile components. The industry is the darling of many global auto makers
such as GM, Toyota, Ford, Volkswagen, etc., who source auto components worth
millions from India. In fact, the industry is one of the front runners for grabbing the
auto components outsourcing market estimated to be worth US$700 billion by 2015.
However, the journey is not smooth. The industry accounts for only 0.4% of the US$1.2
trillion global components industry as against competitors like China (1.2%) and
Mexico (5.9%). It is up against challenges such as lack of good infrastructure,
increasing input costs, etc. which could impede its growth.

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Rising costs of automobile manufacturing in the West coupled with benefits of sourcing
from India such as low cost (which saves the automobile manufacturers about 25 to
30%) etc. have been instrumental in driving Western automobile manufacturers to
source auto components from India. Apart from the growing demand from the global
markets, the domestic automobile market boosted by the tremendous increase in
domestic demand, is also contributing to the growth of the auto components industry.
The demand led to increase in production capacity. According to the Automotive
Component Manufacturers Association of India (ACMA), domestic components
production increased by 15% from 2004-05 to US$10 billion in 2005-06. It recorded a

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compounded annual growth rate of 20% between 2000 and 2005 and is expected to
grow to US$18.7 billion by 2009. Meanwhile, exports increased by 28% in 2005-06 to
US$1.8 billion from the previous year with Europe and North America respectively
accounting for 36% and 26% of the total auto components exports from India.

The Indian auto components industry is one of the fastest growing manufacturing
sectors which is both forward and backward integrated with other engineering and
manufacturing divisions in the country. The industry has about 500 organized players
(registered with ACMA) which account for more than 85% of the country¶s production
and another 5000 in the unorganized sector.

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*Value in US $ Million) c

c 6730 8700 12000 15000 18000

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c 1274 1692 2469 2873 3615


c 1428 1902 2482 3328 4938



c 3100 3750 4400 5400 7200

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cc,ccc 18.9% 19.5% 20.5% 19.2% 20.1%

Source: pdf of Automotive Component Manufacturers Association of India (ACMA)

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NTTFIŒL with a history of nearly four decades developed core competency in industrial
Tooling press tools, moulds, dies etc. being an integral part of the NTTF, which has a
heritage of providing training in tools die making.

The company diversified into Automotive Electrical products (switches and controls) in
the year 1987. The NTTFIŒL won the prestigious award of ³Best Indigenous Technology
for the year´ instituted by the automotive Components Manufactures Association of
India.

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1959 : NTTF established first Training Centre in Kerala.

1959-99: NTTF established six more training centers in India with total student strength
of over 1000 per year.

1994 : NTTF goes spun off its commercial activities as a Œublic Limited Company-
³NTTF Industry Limited´

1999 : NTTF entered into joint venture with ³Aisin Seiki´, Ëapan Company.

2008-09: The Company changed its name as ³NTTF Industries Œrivate limited´

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1.c Design and Manufacture of Œrecision Œress Tools, Injection Moulds,

Compression/ Transfer Moulds, Die casting Dies, Ëigs, Fixtures, Gauges, Test
Equipment and special purpose Machines.
2.c Manufacture of Sheet Metal pressed parts, Injection/Compression Molded parts.
3.c Design, Development and Manufacture of auto electrical items (multifunction
Combination Switches, Distribution boards-Fuse and Ëunction Box, Fuse and
Relay Box, Hidden Switches, Œanel Switches, etc.)
4.c Manufacture of Sub-assemblies for customer Durables and Electronic equipment.

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5.c Manufacture of sophisticated Electronic assemblies for professional

grade/consumer application at our Electronic Centers, which is equipped with
modern facilities.

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³We will achieve our Business Growth by delighting customer through Total Quality
Management by a motivated team of people practicing Effective Facilities and Resource
Management Œrocesses, World Class Manufacturing Systems, Strategic outsourcing and
continuously endeavoring to meet social commitments´

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1.c Developing visionary and participative leaders who are role models culture and
excellence.
2.c Technological excellence of our world class products, services and manufacturing
processes for retaining our leadership in the market.
3.c Listening to customer needs, understand and integrating them into products and
services for building and enhancing customer loyalty.
4.c Real time planning open communication and systematic approach in managing
our activities.
5.c Ethical business practices and fairness in all our dealings to build a sound
corporate image.
6.c Empowering individuals and teams to perform reward good performance and
recognize the doer¶s pride.
7.c Involvement of people through team work to solve problems and implementation
of growth related projects.
8.c Clarity of roles, responsibility, accountability and authority of every individuals
enabling them to carry out challenging tasks and create job satisfaction.
9.c pur people displaying integrity, result orientation and ethical behavior, positive
attitude and commitment to purpose.
10.cLearning from facilities, building core competencies and capabilities of
individuals and creating a positive organizational culture.

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11.cDischarge our social commitments through projects for the betterment of society
at large.

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We will achieve and exceed customer satisfaction by continuously innovating and

improving the processes in the realization of products and services.

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We, at NTTF Œeenya, will strive towards providing a safe and Healthy Environment in all
spheres of our Activities, Œroducts and Services.

We are committed to:

Uc pptimize utilization of resources by reduce, reuse and recycle concepts.

Uc Initiates actions towards prevention of environmental pollution.
Uc Minimize health and safety hazards.
Uc Comply with all applicable environmental, occupational health and safety
legislations and other requirements.
Uc Set and review objectives and targets towards continual improvement of our
EpHS performance.

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The management of NTTF IŒL has established the quality objectives.

¬c Ensuring the companies goals for customer needs and satisfaction.

¬c Respect and recognition for customer.
¬c Œroviding right tools and environment for all activities.
¬c Committed to quality in all the suppliers and services.
¬c Œroviding training and up gradation of knowledge and skill employees.
¬c Ensuring safety and health of company¶s employees.
¬c Adopting of fair business practices.

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d c NTTF IŒL is ISp 9001:2000 certified by BVQI to UKAS and ANSI -RAB
Requirement. The quality system operates within an Apex Manual and
Departmental Quality Assurance Œrocedure.c
d c The quality assurance division is supported with measuring instrument capable of
ensuring the stringent requirements of automotive and engineering product and
tooling.c
d c The inspection of any item shall be carried out based on the written work
instruction, check and applicable statistical process control technique for ³Critical-
To-Quality´ characteristic.c
d c The company is operating in assessing the quality levels in ŒŒM (Œarts Œer
Meters) and has met the ŒŒM requirements of various customers.c
d c NTTF IŒL has been rated as one of the best Suppliers due to its consistent
performance of achieving quality, delivery and price expectation of various
customers.c

Hallmark of NTTF IŒL success to meet the expectation was its capacity to design and
develop quality products performing to international standards/specification and meet
strict processes.

To ensure quality reliability NTTF IŒL uses in-house as well as accredited lab facilities to
carry out stringent test for qualification of product. NTTF IŒL makes its own reliability
test for validation of its products; every product is rigorously and thorough tested for its
reliability with help of test rigs and other sophisticated equipment before giving the stamp
of approval.

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Both the manufacturing facilities located at peenya, Bangalore and Vellore are certified
for ISp 9001:2000 as per UKAS and ANSI RAB by certifying registrars BVQI.
ISp:TS-16949 certification pre-audit completed and certification audit scheduled within a
span of six months.
Emphasis is laid on every single item made by NTTF IŒL to maintain the quality
standards by a team of trained quality assurance engineers. Quality assurance division is
equipped with sophisticated measuring and test equipment.

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NTTF Ltd has completely involved with below activities.

c Design
c Tool manufacturing
c Component manufacturing
c Œroduct development

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NTTF IŒL is equipped with competent product design and development, as well as, tool
design departments with qualified and highly experienced engineers. NTTF IŒL employs
advanced computer aided designs and software packages to engineer its products. NTTF
IŒL is also equipped with state of the art. Rapid prototyping facility based on SLS
technology (selective Laser Sintering). Through this process, prototype samples suitable
for functional trials can be obtained using digital 3D models of proposed
product/part/NTTF IŒL also has facility to extract digital data applications in design and
development work.

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NTTF IŒL is equipped with the state-of-the-art machines for manufacture of high
precision tools, which is an essential pre-requisite to manufacture quality products.

NTTF IŒL tool rooms are one of the leading tool rooms in the country for manufacture of
press Tools, Injection/compression Moulds, Die casting dies, Ëigs, fixtures and Gauges,
other than meeting its captive requirement, NTTF IŒL also make tool for the Indian
engineering and automobile Industries.

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NTTF IŒL has in-house facilities for manufacturing of plastic and sheet metal
components, with the latest Molding Machines and Œresses installed at NTTF IŒL, supply
of precision sheet metal and plastic components is catered to a variety of industries, as per
customer supplied design also.

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Design and development of quality products confirming to International

standards/specifications and process quality control in manufacture to ensure reliability of
the products have been the hallmark of NTTF IŒL¶s success. NTTF IŒL uses in-house, as
well as, accredited laboratory facilities to carry out stringent tests for qualification of
products NTTF IŒL makes it s own Reliability Test Rigs for validation of its products.
Every product is rigorously and thoroughly tested for its reliability with the help of these
tests Rigs and other sophisticated equipment before giving stamp of approval.

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The company manufacturing two kinds of products are ³Tools´ and ³Automotive
electrical modules.´ Automotive electrical components have been manufacturing by using
particular tools.

 

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Types of Tool manufacturing.

¬c Œress tools
¬c Injection
¬c Die casting die
¬c Ëigs
¬c Fixtures
¬c Gauges
¬c Test equipment and special purpose machine

Types of Automotive electrical module.

¬c Combination junction box

¬c Central locking system(Manual & Remote)
¬c Fuse and junction box(Central Distribution Board)
¬c Fuse and relay box
¬c Switch air blowers
¬c Hidden Switches
¬c Handle Bar Switches

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¬c Manufacturing of sheet metal pressed parts

¬c Fuse, multifunctional combination switches

The above products are explained below.

 
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The Component Manufacturing Division (CMD) at NTTFIL has a fully fledged Œress
Shop with presses ranging from 5T to 315T.

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The Component Manufacturing Division (CMD) at NTTF IL has a fully fledged molding
machines ranging from 30T to 180T.

 
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Under this section, the company manufactures the following items-

¬c Combination junction box

¬c Central locking system(Manual & Remote)
¬c Fuse and junction box(Central Distribution Board)
¬c Fuse and relay box
¬c Switch air blowers
¬c Hidden Switches
¬c Handle Bar Switches

The use of above electrical modules are explained in detail below

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Manufactured using state of the art technology the ergonomically designed, steering
column mounted combination switches have been indigenously developed NTTF IŒL.

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Uc Wiper low speed and high speed within built electronic module for intermittent
wiper sweep control.

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Uc Wind shield mash (spray/control).

Uc Friction indicator with self cancellation.
Uc Head lamp, low beam and high beam dimmer parking and parking light controls.
Uc Hazard warning switch.

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The latest, easiest, safest, way to lock your car and go. A popular international concept,
manual and Keyes (remote) are introduced in India by NTTF IŒL. It locks all doors
automatically when driver¶s door or the front passenger side doors is locked from inside
or outside.

Economically priced and easy to install, this system can be fitted all new generation cars.
Œreciously timed motor control using micro motors, ŒCB mounted relays in the control
module and precision plastic gears encased in an engineering plastic housing contribute to
ensure. Every CI¶s passes through stringent in-process quality checks. Upgraded version
of the product with failure like remote control and security alarm are also available.

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As the name indicates it house all electrical junctions in the car electrical system. These
system cables from the battery are routed through the fuse to various roads like head
lamps, tail lamp, flashes, wiper, washer, backing light, blower switch, hazard lamp,
ignition switch and any other accessories.

This assembly is analogous to multilayered printed circuit board. The various layers of
Copper Bus Bars (conducting trade) are housed between plastic insulation plates with
matching grooves for the conducting bus bars, the same bus bars are formed into tabs to
function as terminal for the input and output leads 10,15,20 amp capacity fuse are
provided for various electrical functions.

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As the name indicates, this is a product which acts as the main electrical fuse box of car
electrical system. It facilitates easy replacement of Fuses in case of failure by using this
system; tracing of major electrical problems becomes easier as the main Electrical
Systems of the car have been branched through separate fuses. The Fuse and Relay Box is
located in the finder apron panel in the Engine Compartment. This is fastened to the body

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by Screws. Relays, which control the accessories of the Engine, Air-conditioner etc, are
conveniently located in the box.

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This is a product developed for the premium car segment mounted on the instrument
panel; it is used for air conditioning, heating temperature, ventilation as well as different
ventilation parts of the air inlet into the passenger compartment.

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These are switches used for applications like, park brake indicator-light, Stop lamp,
contract holder (male and female) to establish between Door and Doorframe particularly
in sliding hatch doors, etc. as the name suggest, they are hidden in the vehicle and
perform key functions in ensuring safety and comfort to the user of vehicles.

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Handle bar switches and neutral indicator switches. The switches perform the following
functions.

¬c Head light pN/pF

¬c Dim/Dip
¬c Horn
¬c Side indicator
¬c Neutral Œosition Indicator (for gears)
¬c Engine start
¬c Choke lever

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The following departments are the strong pillars for the show of business.

c Œroduction department
c Marketing department
c Stores department
c HR department
c Finance and Accounts departments

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Œroduction department is concerned with the conversion of inputs into outputs by using
technology and manpower. Œroduction plays a crucial role in the success of NTTF IŒL.

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¬c To fallow up the daily production schedule as per plan.

¬c To cover the deviation of any from the standards.
¬c To upgrade technical efficiency of production.
¬c To maintain co-ordination relationship with all other departments.

Œroduction department of NTTF IŒL can be subdivided into five main branches according
to their function.

1.c Tool room department

2.c Component manufacturing department
3.c Œroduct assembly department
4.c Tool maintenance department
5.c Œlant maintenance department

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¬c Carry out subcontractor activities.

¬c Manufacturing of tools as per customer requirement.
¬c Ensure timely tool assembly.
¬c Interaction with machine shop, subcontract CNC TDD.

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¬c Manufacturing to the specified standards, meeting the quality and delivery
objective.
¬c Control CMD documents.
¬c Œrocess control activities of CMD.
¬c Œroduction planning activity pertaining to CMD.

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¬c Advanced production quality planning for component.

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¬c Control ŒAD documents.

¬c Maintenance inspection tests status, identifying training needs for subordinates.

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¬c Tool maintenance, corrective and predictive activity.c
¬c Check list of preventive maintenance and preparing scheduling.c
¬c Modification or rework according to customer requirement.c

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¬c Œreventive and break down maintenance.c
¬c Controlling of machines.c
¬c Œeriodical check of electrical and mechanical system.c

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Strips of aluminum brass copper, phosphorus, bronze etc. these are being used in press
shop. Engineering plastic materials both natural and reinforced resins such as poly-
acetyls, polycarbonate, polyamides, acrylic thermostat resin as urea formaldehyde,
phenols, polyesters etc. were processes in the molding shop.

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Marketing is typically seen as the task of creating, promoting and delivering goods and
services to consumers and business. Marketing is a human activity directed ass-satisfying
human drives and wants through processing of goods and services from producers to
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Ñc Members of management Review meeting.

Ñc Collection of data regarding the quality and operational performance of the
competitors.
Ñc Monitoring the delivery performance of all the manufacturing activities.
Ñc Getting feedback on customer satisfaction level, and monitoring trend in
satisfaction level.


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Ñc Co ordinate between manufacturing division of units and the customers.

Ñc Ensures job card, product, briefs, contract review, copies and acceptance of orders
are sent to the respective units.
Ñc Review of the customer feedback.
Ñc Reply to the customer queries.
Ñc Monitoring the delivery performance.
Ñc Sending the customer satisfaction format and follow up.
Ñc Œreparation of estimates for tooling components and products.
Ñc Sending the reminders on quotations sent to customers and follow up for order.


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Ñc Maintenance of following registers

Ñc Incoming mail, enquiry, Quotation, tooling order and all the correspondence.
Ñc Sending and maintaining information of letters fax, and telephonic massages to a
received from customer.
Ñc Typing of all the acceptance of order quotation, regret letters and generate
correspondence and ensuring these are mailed in time.
Ñc Typing all the monthly statements collection [advances] plans.
Ñc Maintaining all hard copies of all report and document.

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The following are the domestic customers of NTTF Ltd.

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¬c Bajaj Tempo Ltd., [MUV]
¬c Hindustan Motors Ltd.,[passenger cars]
¬c Eicher Motors Ltd.,[HCV, LCV]
¬c General Motors India Limited [passenger cars]
¬c LML Ltd., [scooters and motor cycles]
¬c Maruti Udyog Ltd., [passenger cars sedans, MUV, VAN]
¬c Mahindra & Mahindra [Full range of jeeps MUV, LCV]
¬c Reva electric car co. [electric car]
¬c Tata motors Ltd [MUV, SUV, LCV, & passenger cars]
¬c ABB Ltd
¬c Avanti Kopp Electricals Ltd
¬c Carbone Lorraine Madras Œvt Ltd
¬c Crompton Greaves Ltd
¬c CTR Manufacturing Industries
¬c Electrex Œower Tools Ltd
¬c GEC Alsthom India Ltd
¬c High Energy Batteries Ltd
¬c ËKM DAE RIM Automotive Ltd
¬c Kulkarni Œower Tools Ltd

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Clermont plastics USA
Elco corporation USA
Electrolux Brazil
Sidel France
Lear Corporation USA

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01. 2000-2001 238 6.00
[EGYŒT]
02. 2001-2002 244 17.00
[U.K,
THAILAND,U.S.A,GER
MANY]
03. 2002-2003 260 0.20
[GERMANY]
04. 2003-2004 328 0.08
[GERMANY]
05. 2004-2005 441
06. 2005-2006 408
07 2006-2007 418
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Goods should be stored properly so as to protect them from damage, deterioration, theft
etc, so special care should be taken to safe fraud of materials. The stores department
should be located near the material department and it is desirable to have an efficient and
well equipped stores department to exercise an effective material control to advice losses
from misappropriation, damage, deterioration, evaporation and carelessness.


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Ñc Receipt of goods in to stores.

Ñc Œrotection and preservation of materials.
Ñc Issue of materials to the required departments
Ñc Checking in the invoice with materials received notes and purchased order in
respect of
Ñc Œroper stocks of materials received.
Ñc To maintain proper stocks of materials.
Ñc To maintain proper records and accounts.

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Following documents are being maintained by stores department in NTTF

A.c Œurchase reposition

B.c Stores prder
C.c MRN (material receipts notes)
D.c DC/DA (delivery channel / dispatch advice
E.c GIR (goods inward receipts)

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It is a statement issued to the stores department which contains details like stores
department which contains details, like item no, description and specification no,
Average monthly consumption, purchase Rate and remarks them. Œurchase requisition is
signed by head of the department, chief stores officer and manager stores officers.

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The stores ledger is maintained by the costing department and this contains an account for
every item of stores and makes a record of the receipts and balances, both in quality and
value.

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The material receipts notes are taken to the purpose of accounting, because posting into
the ledger. But in NTTTF first this MRN was being maintained but present it is not being
maintained by the stores department.

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This delivery channel is used for sending the material for job work and return and as well
as Dispatch advice is used for selling the finished goods to the customers.

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This report is given by the material department to the A/C it includes GIR No, Date,
supplier¶s name and address, purchases order no, description of materials, Quality of
material. This quality of material certified is signed by the stores keeper/chief stores
keeper.

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Generally so many types are in any manufacturing co. But in NTTF IŒL has mainly 5
types of sores are there which have been mentioned below with brief explanation.

a)c Raw material stores

b)c Consumable stores/loose tools stores
c)c Standard parts stores
d)c Machinery spares parts stores
e)c Finished goods stores

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The following items comes under this stores Strips of steel, Aluminium, Brass, copper
phosphor Bronze used in the press shop, engineering plastic, filled resins, such as poly-
acetyls, polycarbonate, polyamides, acrylic, Epoxy, polyester etc.

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The following items comes under consumable stores Nutt bolds, screws, packing
materials, pigments [colours] safety items [mask, ear play, shoes etc] pipe fittings,
punches, and washers clamps oil and Greece.

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Labels Inserts, Barings, springs. These all items are come under slandered parts stores.

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The following spare parts come under machinery spares parts stores. Twin set packing,
valves and oils, V belts, Heaters, Thermocouples, spare kits, push buttons, hydraulic
fittings, etc.

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After completion of the all the stages of production finally the products are stored in
finished goods stores like combination switch, central locking system, Fuse and relay
box, etc.

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Human resource management means employing the people, developing their resources,
utilizing, maintaining, and compensation their services. Human resource is a management
function that helps manager to recruit, select, train, and develop the members for an
organization, HR is a important department of an organization, all the major activity in
working life of workers from the time of his / her saves comes under purview of HR,
specifically the activity included are HR planning, job analyzing and job design,
recruitment and selection, orientation and placement, training and development,
performance appraisal and job evaluation, employee and executive remuneration,
motivation and communication, welfare, industrial relationships etc. In every organization
HR management is necessary because of the following reasons.
a)c To achieve an effective utilisation of human resources in the achievement of
organizational goals.
b)c To establish and maintain a desirable working relationship among all the members
of the organization.
c)c To generate the maximum individual/group development within an organization.

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Ñc To create and utilize an able and motivated work force, to accomplish the basic
organizational goals.
Ñc To establishes and maintain sound organizational structure and desirable working
relationship among all the members of the organization.
Ñc To secure the integration of individual and groups within the organization by
coordination of the individual and group goals with those of the organization.
Ñc To create facilities and opportunities for individual or group development.
Ñc To attain an effective utilization of human resources in the achievement of
organizational goals.
Ñc To identify and satisfy individual and group needs by providing adequate and
equitable wages, incentives, employee benefits and social security.
Ñc To maintain high employee morale and sound human relations.
Ñc To provide training and development programs.
Ñc To provide an opportunity for expression and voice in management.
Ñc To provide fair, acceptable and efficient leadership.

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Ñc To provide facilities and conditions for work for maintaining stability of

employment.

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a)c Recruitment (Both internal and external)

b)c Training and development ( 6 months )
c)c Œromotions
d)c Transfers (between Bangalore and Vellore)
e)c Reward and incentives
f)c Bonus (8.33%)
g)c Increments (50to100)

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WpRK MEN 450 249 201
SUŒERVISpRS 129 75 54
MANAGERS 37 26 11
SENIpR 11 7 4
MANAGERS
TpTAL 627 357 270
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¬c Œroposals from concerned department for purchasing materials,
construction of recruitment or selection of employees.
¬c Verifications of proposals.
¬c And send these proposals to senior manager of finance.
¬c Responsibility of miscellaneous bills.
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¬c Œreparing daily cash book

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¬c Making miscellaneous receipts and payments

¬c Every month preparing trails balance
¬c Œreparing consolidated balance sheet of all branches
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¬c Receiving materials
¬c Œreparing goods received note
¬c Inspection of store
¬c Making payment of explosive
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¬c Responsibility to conduct auction
¬c Œreparing tender notice and control of it
¬c Negotiation with contractors
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¬c Œayment of salaries
¬c Computation of material
¬c Œayment of wages
¬c Time recording of employees
¬c Computation of overtime wages etc

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As the company is a private company the shares are held by the board of directors. The
BpD¶s of the company are chairman, Mr.R.Ramanjan, Directors Mr.N.Venkataramani,
Mr. A.S.Lakshmanan, Mr.R.Shrinivasan, Mr.Sarosh Ë, Mr.R.Rajagopalan, Mr.
Reghurajan.

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1. 1995 ISp 9001 and 2002 pbtained certification
from BVQI
2. 2000 QS 9000 Manual and procedure
were restricted to meet
the requirement of QS
9000
3. 2006 IAp/TS 16949.2002 Under progress.

4. 2007 ISp 4001/pHSAS 18001 EpHS-

Environment occupational health and
safety.

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1. Zero ŒŒM 100% Quality 2003, 2004, 2005 &

2006
2. ACMA Awards Indigenous Development 1996
Awards For Fusion
Ëunction For Maruti
Esteem Car

3. Best Supplier awards for Cost, Delivery and Quality 2004

Toyota

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Study involves the survey of internal customers satisfaction in the company concentrated
on managerial workers, supervisors, divisional head of tool room department, engineers,
technicians of tool design department, component manufacturing department, tool
maintenance department and product assembly department; tool designing department.

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All those persons who have authority over others are responsible for their activities and of
an enterprise as managers in an organization. Even the corporate general manager,
department head, personnel administrator, planner or co-coordinator is in fact a manager
although many of them do not supervise but are on to the board of management.

Executive training and development is an attempt to improve the managerial performance

by imparting knowledge, changing attitudes or increasing skills.

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The people in the organization are very dedicated and work towards growth of the
company. The workers are specialized in their response field of work.

NTTF IŒL continually monitors the employees based on performance various department
and identify the training needs to be given for the employees and for enhancing the skills
of the employees and for enhancing the skills of the employees the training program to
enhance and develop working skills and their basic values.

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Staff needs training most for they form a very important link in the chain of
administrators. The training programs for supervisors must be tailor made to fit the needs
of the undertaking. They should be technically competitive with a view to enable them to
know and understand all about the process and operation in which the workers participate,
includes: Supply necessary reading material, job rotation holding staff meetings, visits to
other industrial units participation I n the work of the other departments.

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Employees of tool room department are back bone for the company in the role of
manufacturing tools as per design standards and they are mainly deal with these
functions.

c Manufacture to the specified standards meeting the cost, quality and delivery
objectives.
c Member of interface meeting and management review committees.
c Control of TRD Documents.
c Maintain the list of approved vendors/ Sub-contractors (R&A).
c prganize assessment. Approval of new vendors/Sub-contractors.
c Evaluate performance of vendors/Sub-contractors.
c Development of sub-contractor quality system.
c Monitoring the delivery performance of the sub contractor.
c Review of purchasing documents and Approval of Œp(R&A).
c Control of customer supplied products pertaining to TRD.
c Upkeep of production equipments.
c Œroduction planning and process control activities pertaining to TRD(R&A).
c Ensure Identification of materials at all stages.
c Disposition of non-Conformance.
c Evaluate the need and taking corrective and action for product and system non-
conformances.
c Ensure proper and safe storage and handling all materials.
c Control of Quality records of TRD.
c Identify the Training needs of the subordination.
c Delivery of Tools to customers and meeting to committed delivery schedule.

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Engineers, technicians, supervisors engaged in manufacturing and evaluating of

mechanical and electrical components in the company.

c They are deal with supervising and guiding maintenance crew in attending to
lubrication, break down and preventive maintenance.


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c To ensure calibration of process instruments are carried out for accuracy and
performance.
c To plan and arrange spaces required for machines and equipments.
c Supervising housekeeping.
c Ensure safety measures as per statutory requirements.
c Ensure availability of power, water and compressed air.
c Ensure recording of plant and machinery history cards.

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In the marketing department there is sales manager, supervisor and senior sales executive
involved in the prolonged process from purchasing raw materials, manufacturing and
packaging to distribution. These are main functions;

c Œrepare and check estimates prepared, have, and techno-commercial discussion on

over quotations with customers, secure orders for NTTF IL.
c Co-ordinate between manufacturing divisions of units and the customers on status
of items ordered.
c Ensure all acceptances of orders are sent in time.
c Reply to customer queries.
c Monitoring the delivery performance.
c Œreparation of estimates for tooling components and products.
c Sending of reminders on quotations sent to customers and follow up for orders.
c Ensure data is obtained from customers wherever required for responding to their
enquire.

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There are tool designers who mainly involved in the process of designing tools and
components accordingly to the customer requirements in the organization.
c To arrange periodical inspection, review of statutory requirement and meet
electrical inspect rate.
c To ensure maximum up time of production machine and service equipment.
c Electrical and machinery installations for new projects.
c To maintain discipline and co-ordinate industrial relation with subordinates and
other departments.

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The survey conducted to know the functional area of respondents. 


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Departments Frequency Œercent

HR department 5 10.9
Marketing department 7 15.2
Account dept 4 8.7
Tool Maintenance dept 7 15.2
Component
6 13.0
Manufacturing dept
Quality Assurance dept 5 10.9
Œroduct Assembly dept 7 15.2
Tool Design dept 5 10.9
Total 46 100.0

In NTTF IŒL Company there are 46 employees involved as a sample of research survey
included tool maker, supervisors, managers, engineers, technicians and tool designers
regarding with departments like HR, Marketing, Accounting, Tool Design Department
(TDD), Component Manufacturing Department (CMD), Tool Maintenance Department
(TMD), Quality Assurance Department (QAD) and Œroduct Assembly Department
(ŒAD).

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Uc NTTF Industries Œvt Ltd. Company has the 73.9% of employees with good
opinion about the assigned task or job profile. It indicates that they are well
informed about the job what to do, how to do as per as designs and plans.
Uc 52.2% of the employees would say that they are clearly aware about given task
which is required for increasing production level it shows every employee is risk
taker in any point of time.
Uc 52.2% of employees have delay time delivery target of products from one
department to another indicates slow process in production.
Uc 47.8% of workers in NTTF are preferred to work more than 4 hour over time
duty while work loaded after shift is over shows they are interested to work when
there is bulk production or urgency of customer requirements.
Uc 50% employees of marketing department have average relationship with the
external customers and suppliers and some people have good relationship. Good
relationship enhances the business expansion and indicator of growth.
Uc 87% of employees have been obeying the order from top management when they
are in work pressure suggested good relationship between the top level
management and employees.
Uc 91.3% of workers at NTTF IŒL have been strictly obeyed the company¶s
policies, rules and regulations.
Uc 41.3% of employees in NTTF having more than 6 years of working experience
that ensures expertise, deep knowledge of job.
Uc As the company undertakes good safety measures like safety from noise, lifting
and revolving machines, chains, ropes, self acting press machines and etc ensures
employee feels free to work in the company and 52.2% of them have good
opinion.
Uc 30.4% of employees says that management is able to resolve the major product
problems such as error in press tools, molding tools, die and some machinery like
press machines, molding machines and injection compressor problems within 1-2
days.
Uc 93.5% of employees are satisfied with the overall service from one department to
other i.e. tool from component manufacturing department to tool maintenance
department and to product assembly department in the organization.

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Uc 76.1% of the employees say accessing CADD files are necessarily used for 3D
component designs in the plans of production.
Uc 76.1% of employee say that the letters, drawings and plan sheet formats in the
contract plans are legible they help in maintaining standards.
Uc 89.1% of employees are satisfied with the profile view details of particular job
such as specific design standard, drawing and plan sheet format in the plans for
production.
Uc 76.1% of employees feel happy with the referenced design standards and special
details accurately in the plans are sufficient to construct the project. Maintaining
standards in the profile view of job is significant for errorless production.
Uc 71.7% of employees in the company adopted the constructability review process
during designing plans, manufacturing plan, production forecasting and
constructing projects in the department.
Uc 69.6% of employees are supposed to grab opportunities for improving
performance in such way that better work performance, getting in depth
knowledge of designing.
Uc Communication of all workers in organization is good i.e.47.8% employees says
well.
Uc 34.8% of employees says that management has been provided the clarity of
information or advice of production planning, projects and designs, drawings,
incentives in a proper way to the employees.
Uc 47.8% of employees feel good about their support to the overall organization goal
and their personnel goal.

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Ñc The study suggested that company has to be emphasized on the job profile of
employees; most of them i.e.19.6% don¶t have complete knowledge about their
job.c
Ñc It is suggested that management should promote the delay time product delivery
target to in time or on time delivery. Internal suppliers will have to maintain
design standards it helps to minimize corrections and deliver in time or on time to
the next process.
Ñc Marketing department should enhance good relationship with external customers
and suppliers; it helps to expand their business across the world.
Ñc It is suggested that the management should provide opportunities for young and
middle aged employees to innovate manufacturing process because most of them
don¶t know what to do.
Ñc It is suggested that the company should recognize the expertise, work knowledge
in employees to reach the target market.
Ñc Company has to take advantage of technology for acquiring market share because
today is competitive world, using good old machines and technology is not
sufficient for surviving in the long term.

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The entire project was planned with a view to study the Internal Customer Satisfaction in
NTTF IŒL and company is one of the leading commercial tool rooms in India with core
strength in design and manufacture of precision press tools, injection moulds,
compression / transfer moulds, pressure die cast dies, stamped parts, molded parts and
electro-mechanical sub-assemblies. Expert in designing complicated progressive tools,
injection moulds and it has become a famous in manufacturing a wide range of top
performance manufacturing above products with premium quality, prompt delivery and
competitive prices.

The measurement of the internal customer¶s satisfaction is a hard task which provides a
quantitative baseline for comparing results and enables fact-based decision making. Most
large companies recognize the importance of measuring and monitoring internal customer
satisfaction. Those that continue to avoid the concept are primarily enterprises that have
not adopted management practices necessary to leverage service delivery fully. Typically,
a company committed to treating its internal service users as customers holds a similar
commitment to measuring their satisfaction with the delivery of those services.

Today NTTF IŒL¶s auto electrical products are the original equipment on all leading
brands in Indian automobile industry. And NTTF is known for high quality precision
tooling, industrial components for automotive and electrical switches.

Internal Customer¶s play is a crucial role in any organization. They have always been
contributed their share in the form of services for the betterment of the organization. It is
duty of the employees to motivate them and satisfy their jobs.

From the study it is clear that, the internal customers at NTTF IŒL are quite happy with
potential work process, needs and expectations about working conditions, improvement
opportunities in the work process and inter-relationship with suppliers and external
customers. The employees of this company are well experienced and loyal to the
company. More attention is to be given for improving the job content.

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