PROJECT REPORT FORMAT final 5A.doc

8/10/2019 PROJECT REPORT FORMAT final 5A.doc

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CHAPTER-1

Objectives of the study


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OBJECTIVES OF THE ST!"

1. To know the services provided by Thomson Press India ltd

2. To know the factors affecting customer satisfaction

3. To suggest measures to improve their services

2


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CHAPTER # $

I%TRO!CTIO%

3


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I%TRO!CTIO% TO THE TOPIC

The purpose of this study to understand the customers satisfaction towards services

provided by Thomson Press India td. I found out the various attributes of a service on

the basis of which customer purchased their services. I also tried to find out the

customers satisfaction level towards services provided by Thomson Press in !est

regions of "elhi and #cr. #ow a days people go for brand not for a product$ this is the

reason because of which companies are looking for brand building. %rom the customer

point of view there are some benefits of using a brand$ people trust the brand $ study is to

be done to find out what customers want and what factors affect most while purchasing

their services.

&There is a greater need to understand the customer behavior. 'onsidering them as a team$

feedback for the company may help them to be attached to the company. There should be

a feeling of belonging to the company in inner of the customers.

'ustomer satisfaction is a term fre(uently used in marketing. It is a measure of how

products and services supplied by a company meet or surpass customer e)pectation.

'ustomer satisfaction is defined as *the number of customers$ or percentage of total

customers$ whose reported e)perience with a firm$ its products$ or its services +ratings,

e)ceeds specified satisfactiongoals.*

'ustomers e)pect in return low prices$ more discounts$ high (uality material and timely

completion or order. This study is conducted to find out whether Thomson Press is

fulfilling needs of the customer or not

-
http://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Contentmenthttp://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Contentment


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CHAPTER # &

CO'PA%" PROFI(E


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Co)*+,y Pofi.e

Tho)so, Pess I,di+ (td

%ounded in 1/0 by ord Thomson of %leet$ %ounder of Thomson 'orporation +one of

the biggest publishers in the world,$ in partnership with current owners who are now the

maority shareholders. It was initially involved in the distribution of publications of a

large number of overseas publishers$ and printing of childrens books for e)port. In 1/-

the focus shifted to printing of the groups prestigious publication India Today. 4s of date

apart from a number of prestigious maga5ines printed for various publishing houses$

Thomson Press also prints high (uality commercial P67 items and books for the

domestic and e)port markets.

8ach of our four printing units and two 9epro units has developed its own uni(ue

strengths and areas of e)pertise$ providing our customers with a strong support structure

across an e)tensive range of printing services.

4bsolute commitment to (uality$ meticulous attention to detail and unparalleled level of

service has made Thomson Press a leading specialist in "esign$ Prepress$ Printing anddistribution services. 4s a company we are committed to employing dedicated staff$

investing in the very best technology available and maintaining a close involvement with

the industry.

The product range covers books in monochrome and multicolor$ coffee table and

childrens books$ school te)tbooks$ dated products and also thin paper products including

:ibles ; dictionaries for domestic and international markets. Thomson Press also scores

in the production of high (uality commercial literature including maga5ines$ brochures$

catalogues$ and annual reports and P67 materials.

'ustomer service is taken care of by our wide network of sales offices in "elhi$ ork and ondon.

0


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'+,uf+ctui,/ F.oo Ae+

%oth I,di+ ? 33$@@@ s(.


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"iscipline and respect for commitment

6wnership of organi5ations goals and interestsB Taking accountability and responsibility

Trust$ sensitivity and professional conduct

C


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Auality orientation and pursuit of e)cellence

Sevices by Tho)so, Pess I,di+ .td

Pe*ess ste,/th

'apability to handle multiple customers for campaign work.

'ontinuous upDgradation of hardware and software.

%ast adaptability to new technology.

9egular Training ; Technical !orkshops for workmen ; 7upervisory 7taff.

2- hour service.

!eekly =ai5en


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E.ecto,ic I)*ositio,

Pi)el 7tream Impose 2@@@ is used to impose the digital files through software as per ob

planning and producing single flat as output$ resulting in accuracy$ swift work and c.ie,t

s+tisf+ctio,.

CTP

%rom "ainippon 7creen +


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Poofi,/

"igital proofing on 8pson /CC@ ; FP Indigo.

Pess


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CHAPTER # 3

(ITERATRE REVIE0

(ITERATRE REVIE0

The *ocess of *ub.ishi,/

:ook$ maga5ine and newspaper publishers spend a lot of their time buying or

commissioning copyB newspaper publishers$ by contrast$ usually hire their own staff to

produce copy$ although they may also employ freelance ournalists$ called stringers.4t a

small press$ it is possible to survive by relying entirely on commissioned material. :ut as

activity increases$ the need for works may outstrip the publishers established circle of

writers.

12
http://en.wikipedia.org/wiki/Stringer_(journalism)http://en.wikipedia.org/wiki/Stringer_(journalism)http://en.wikipedia.org/wiki/Stringer_(journalism)


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%or works written independently of the publisher$ writers often first submit a (uery letter

or proposal directly to a literary agentor to a publisher. 7ubmissions sent directly to a

publisher are referred to as unsolicited submissions$ and the maority come from

previously unpublished authors. If the publisher accepts unsolicited manuscripts$ then the

manuscript is placed in the slush pile$ whichpublishers readerssift through to identify

manuscripts of sufficient (uality or revenue potential to be referred to ac(uisitions editors

for review. The ac(uisitions editors send their choices to the editorial staff. The time and

number of people involved in the process is dependent on the si5e of the publishing

company$ with larger companies having more degrees of assessment between unsolicited

submission and publication. Hnsolicited submissions have a very low rate of acceptance$

with some sources estimating that publishers ultimately choose about three out of every

ten thousand unsolicited manuscripts they receive.


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who discovers or champions a book that subse(uently becomes a bestDseller may find

their own reputation enhanced as a result of their success.

Acce*t+,ce +,d ,e/oti+tio,

6nce a work is accepted$ commissioning editors negotiate the purchase of intellectual

propertyrights and agree on royaltyrates.

The authors of traditional printed materials typically sell e)clusive territorial intellectual

property rights that match the list of countries in which distribution is proposed +i.e. the

rights match the legal systems under which copyright protections can be enforced,. In the

case of books$ the publisher and writer must also agree on the intended formats of

publication L massDmarket paperback$ *trade* paperback and hardback are the most

common options.

The situation is slightly more comple)$ if electronic formatting is to be used. !here

distribution is to be by '"D96


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4 decision is taken to publish a work$ and the technical legal issues resolved$ the author

may be asked to improve the (uality of the work through rewriting or smaller changes$

and the staff will edit the work. Publishers may maintain a house style$ and staff will

copy editto ensure that the work matches the style and grammatical re(uirements of each

market. 8ditors often choose or refine titles and headlines. 8diting may also involve

structural changes and re(uests for more information. 7ome publishers employ fact

checkers$ particularly regarding nonDfiction works.

!esi/, st+/e

!hen a final te)t is agreed upon$ the ne)t phase is design. This may include artwork

being commissioned or confirmation of layout. In publishing$ the word *art* also

indicates photographs. "epending on the number of photographs re(uired by the work$

photographs may also be licensed from photo libraries. %or those works that are

particularly rich in illustrations the publisher may contract a picture researcher to find and

license the photographs re(uired for the work. The design process prepares the work for

printingthrough processes such as typesetting$ dust acket composition$ specification of

paper (uality$ binding method and casing$ andproofreading.

The type of book being produced determines the amount of design re(uired. %or standard

fiction titles$ design is usually restricted to typography and cover design. %or books

containing illustrations or images$ design takes on a much larger role in laying out how

the page looks$ how chapters begin and end$ colours$ typography$ cover design and

ancillary materials such as posters$ catalogue images and other sales materials. #onD

fiction illustrated titles are the most design intensive books$ re(uiring e)tensive use of

images and illustrations$ captions$ typography and a deep involvement and consideration

of the reader e)perience.

The activities of typesetting$ page layout$ the production of negatives$ plates from the

negatives and$ for hardbacks$ the preparation of brasses for the spine legend and imprint

are now all computeri5ed. Prepress computeri5ation evolved mainly in about the last

twenty years of the 2@th century. If the work is to be distributed electronically$ the final

1
http://en.wikipedia.org/wiki/Editinghttp://en.wikipedia.org/wiki/House_stylehttp://en.wikipedia.org/wiki/Copy_edithttp://en.wikipedia.org/wiki/Fact_checkerhttp://en.wikipedia.org/wiki/Fact_checkerhttp://en.wikipedia.org/wiki/Designhttp://en.wikipedia.org/wiki/Visual_artshttp://en.wikipedia.org/wiki/Stock_photographyhttp://en.wikipedia.org/wiki/Printinghttp://en.wikipedia.org/wiki/Typesettinghttp://en.wikipedia.org/wiki/Proofreadinghttp://en.wikipedia.org/wiki/Proofreadinghttp://en.wikipedia.org/wiki/Imprinthttp://en.wikipedia.org/wiki/Editinghttp://en.wikipedia.org/wiki/House_stylehttp://en.wikipedia.org/wiki/Copy_edithttp://en.wikipedia.org/wiki/Fact_checkerhttp://en.wikipedia.org/wiki/Fact_checkerhttp://en.wikipedia.org/wiki/Designhttp://en.wikipedia.org/wiki/Visual_artshttp://en.wikipedia.org/wiki/Stock_photographyhttp://en.wikipedia.org/wiki/Printinghttp://en.wikipedia.org/wiki/Typesettinghttp://en.wikipedia.org/wiki/Proofreadinghttp://en.wikipedia.org/wiki/Imprint


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files are saved as formats appropriate to the target operating systems of the hardware used

for reading. These may include P"%files.

S+.es +,d )+eti,/ st+/e

The sales and marketing stage is closely intertwined with the editorial process. 4s front

cover images are produced or chapters are edited$ sales people may start talking about the

book with their customers to build early interest. Publishing companies often produce

advanced information sheets that may be sent to customers or overseas publishers to

gauge possible sales. 4s early interest is measured$ this information feeds back through

the editorial process and may affect the formatting of the book and the strategy employed

to sell it. %or e)ample$ if interest from foreign publishers is high$ coDpublishing deals may

be established whereby publishers share printing costs in producing large print runs

thereby lowering the perDunit cost of the books. 'onversely$ if initial feedback is not

strong$ the printDrun of the book may be reduced$ the marketing budget cut or$ in some

cases$ the book is dropped from publication altogether.

Pi,ti,/

4fter the end of editing and design work the printing phase begins. The first step involves

the production of apreDpress proof$which the printers send for final checking and signD

off by the publisher. This proof shows the book precisely as it will appear once printed

and represents the final opportunity for the publisher to find and correct any errors. 7ome

printing companies use electronic proofs rather than printed proofs. 6nce the publisher

has approved the proofs$ printing M the physical production of the printed work M begins.

4 new printing process has emerged asprinting on demand. The book is written$ edited$

and designed as usual$ but it is not printed until the publisher receives an order for the

book from a customer. This procedure ensures low costs for storage$ and reduces the

likelihood of printing more books than will be sold.

10
http://en.wikipedia.org/wiki/PDFhttp://en.wikipedia.org/wiki/Pre-press_proofhttp://en.wikipedia.org/wiki/Pre-press_proofhttp://en.wikipedia.org/wiki/Printing_on_demandhttp://en.wikipedia.org/wiki/PDFhttp://en.wikipedia.org/wiki/Pre-press_proofhttp://en.wikipedia.org/wiki/Printing_on_demand


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Bi,di,/

In the case of books$ binding follows upon the printing process. It involves folding the

printed sheets$ *securing them together$ affi)ing boards or sides thereto$ and covering the

whole with leather or other materials*.

!istibutio,

The final stage in publication involves making the product available to the public$ usually

by offering it for sale. In previous centuries$ authors fre(uently also acted as their own

editor$ printer$ and bookseller$ but these functions have generally become separated. 6nce

a book$ newspaper$ or other publication is printed$ the publisher may use a variety of

channels to distribute it. :ooks are most commonly sold throughbooksellersand through

other retailers. #ewspapers and maga5ines are typically sold in advance directly by the

publisher to subscribers$ and then distributed either through the postal system or by

newspaper carriers. Periodicals are also fre(uently sold through newsagentsand vending

machines.

!ithin the book industry$ printers often fly some copies of the finished book to publishers

as sample copies to aid sales or to be sent out for preDrelease reviews. The remainingbooks often travel from the printing facility via sea freight. 4ccordingly$ the delay

between the approval of the preDpress proof and the arrival of books in a warehouse$

much less in a retail store$ can take some months.

1
http://en.wikipedia.org/wiki/Booksellinghttp://en.wikipedia.org/wiki/Subscriberhttp://en.wikipedia.org/wiki/Newspaper_carrierhttp://en.wikipedia.org/wiki/Newsagenthttp://en.wikipedia.org/wiki/Booksellinghttp://en.wikipedia.org/wiki/Subscriberhttp://en.wikipedia.org/wiki/Newspaper_carrierhttp://en.wikipedia.org/wiki/Newsagent


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CHAPTER # 4

RESEARCH

'ETHO!O(O5"

1C


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REASEARCH 'ETHO!O(5"

9esearch design

8)ploratory research study was used. 4 survey method was used to assess the customers

satisfaction towards services of Thomson press India ltd.

The instrument used for survey method was (uestionnaire.

"escriptive study was carried out to understand factors affecting customer satisfaction

level.

7ampling unit8)isting customers of Thomson Press India ltd

7ample si5e4 survey of 3@ customers of the company was taken.

9esearch ocation"elhi +!est "elhi,and #cr +#oida $Eha5iabad,

9esearch instrumentAuestionnaire

7tatistical tools'olumn 'harts$ pie charts

imitations of the study?

1/


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1. The study only relates to customers of !est "eli&hi and #cr$ the findings cannot be

true representative of all customers.

2. 7ince the respondents responses were immediate and time taken for deciding was less

which led to responses with not much thought. Therefore time constraint has been a

limitation of this study

3. 9espondents ignorance to certain (uestions also posed as a barrier towards certain

responses

CHAPTER # 6

!ATA A%A("SIS

2@


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!ATA A%A("SIS

17 s+/e *+tte, of *i,ti,/ sevices of Tho)so, Pess I,di+ .td7

P+ticu.+s %o7 of es*o,de,ts

'o,th.y 148u+te.y 9:

H+.f ye+.y 94

"e+.y 9&

Tot+. &9

21


22/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t 49 < of custo)es used *i,ti,/ sevices of Tho)so,

*ess evey )o,th=2hee+s $& < custo)es used it evey >u+te=16 < evey 6 )o,ths

+,d 19 < o,ce i, + ye+

$7 Poducts fo 2hich *i,ti,/ sevices +e used


T+de ? efe,ece boos 4

Thi, *+*e *oducts :

!+ted *oducts 6

'+/+@i,es 3

Co))eci+. )+tei+.s

Tot+. &9

22


23/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t $6 < used Co))eci+. +,d *ub.icity )+tei+.s7$& < of

custo)es o*ted fo thi, *+*e *oducts=$9 < used d+ted *oducts=16 < used t+de

+,d efee,ece boos=1& < used sevices fo *i,ti,/ of sevices7

&7Ty*e of T+de ? Refe,ece boos th+t /et *i,ted )ost7


'o,ocho)e +,d

)u.tico.o

$

Coffee t+b.e ? +t boos 1

Chi.de, ,oos $

Tot+. 4

23


24/42

I%TERPRETAIO%

This co.u), ch+t sho2s th+t out of the 4 custo)es 2ho /+ve odes fo t+de +,d

efe,ce boos= $ th+t is is 39 < custo)es o*ted fo )o,ocho)e +,d )u.tico.o

*oducts=1 o*ted fo coffee t+b.e ? +t boos7+,d $ fo chi.de, boos7

37Ty*e of Thi, P+*e *oducts th+t /et *i,ted )ost7


Re.i/iuos boos 3

!ictio,+ies $

!iectoies 1

Tot+. :

2-


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I%TERPRETATIO% ;This co.ou), ch+t sho2s th+t out of the : custo)es 2ho /+ve odes fo Thi, *+*e

*oducts= 3 th+t is 4: < o*ted fo e.o/ious boos=$ th+t is $ < fo dictio,+ies +,d

o,.y 1 th+t is 13


26/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t out of the 6 custo)es 2ho /+ve odes fo d+ted

*oducts= 3 th+t is 66 < o*ted fo *i,ti,/ of di+iesjou,+.s+/e,d+s +,d $ th+t is

&&7& < fo c+.e,des7

67Ty*e of Co))eci+. +,d *ub.icity )+tei+. th+t /et *i,ted )ost7


Bouches ? c+t+.o/s &P+)*h.ets +,d *ostes &

Advetise)e,ts $

Tot+.

20


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I%TERPRETATIO% ;

This co.u), sho2s th+t out of custo)es 2ho /+ve odes fo co))eci+. ?

*ub.icity )+tei+.=& th+t is &:74 < o*ted fo bouches ? c+t+.o/s7& fo *+,*h.ets +,d

*ostes7$ th+t is $4 < fo *i,ti,/ of +dvetise)e,ts

:7S+tisf+ctio, .eve. 2ith the >u+.ity of i, used by Tho)so, Pess7


"es $9

%o 19Tot+. &9

2


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I%TERPRETATIO%

This co.u), sho2s th+t out of &9 es*o,de,ts $9 2ee s+tsified 2ith the i, >u+.ity

used by Tho)so, Pess th+t is 66 < s+tsif+ctio, .eve. +,d 19 2ee ,ot s+tsified th+t is&& u+.ity of *+*e used by Tho)so, *ess7


"es $3%o 6

Tot+. &9

2C


29/42

I%TERPRETATIO% ;

This co.u), sho2s th+t out of &9 es*o,de,ts $3 2ee s+tisfied 2ith the *+*e >u+.ity

used by Tho)so, *ess th+t is 9 < s+tsif+ctio, .eve. +,d 6 2ee ,ot s+tisfied th+t is$9< dis+tisfc+tio, .eve.7

7Pi,ti,/ eos ,oticed by custo)es7


"es $9%o 19

Tot+. &9

2/


30/42

D

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t out of &9 e*so,de,ts o,.y $ ,oticed +,y ty*e of *i,ti,/

eos th+t is 6 < eos7+,d $: did,t ,otice +,y eos th+t is 9 < +,d 1 es*,de,t

2+s ,ot sue +bout eos7

197S+tisf+ctio, .eve. 2ith the *eso, 2ho too .+st ode7


"es $$%o

Tot+. &9

3@


31/42

I%TERPRETATIO% ;

This co.u, ch+t sho2s th+t out of &9 es*o,de,ts $$ 2ee s+tsified 2ith the

e*ese,t+tive 2ho too the ode th+t is :& < s+tsifc+tio, .eve. +,d 2ee ,ot

s+tisfied th+t is $6766 ue,cy of custo)es 2ho eceived feedb+c c+..s7


"es 14

%o 4

!o,t e)e)be 19

Tot+. &9

32


33/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t out of &9 es*o,de,ts 14 /ot + c+.. fo feedb+c th+t is 49

u+.ity &9Ti)e.y co)*.etio, of ode &9

!iscou,ts &9

Bette custo)e sevice &9

0e.. s*oe, custo)e e*ese,t+tive $3

33


34/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t +.. &9 th+t is 199 < es*o,de,ts e*ected .o2 *ices=hi/h

>u+.ity=ti)e.y co)*.etio, of ode=disotu,ts=bette custo)e sevice= but o,.y $3 th+t is

9 4es*o,de,ts e*ected 2e.. s*oe, custo)e e*ese,t+tives7

137%o7 of custo)es i,teested i, usi,/ di/it+. *i,ti,/7


"es

%o 1:

'+y be 4

Tot+. &9

3-


35/42

I%TERPRETATIO% ;

This co.u), ch+t sho2s th+t out of &9 es*o,de,ts 2ee i,teested i, di/it+.

*i,ti,/ sevices th+t is $6 < +,d 1: 2ee ,ot i,teested th+t is 46


36/42

I%TERPRETATIO% ;

This co.u), sho2s th+t otut of &9 e*so,de,ts 16 2ee ,ot co)fot+b.e 2ith i,ce+se

i, *ices th+t is 4& u+.ity *+*e th+t is &9

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