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Customer Satisfaction Essay

INDRODUCTION

Customer satisfaction can help your business to achieve a sustainable competitive advantages, It’s about understanding the way a customer feels after purchasing a product or service and in particular, whether or not that product or service meet the customer’s expectation. Bias tyre construction utilizes body ply cords that extend diagonally from bead to bead, usually at angles in the range of 30 to 40 degree, with successive plies laid at opposing angles forming a crisscross pattern to which the tread is applied. The design allows the entire tyre body to flex easily. There are 9 varieties of bias tyre manufacturing by the MRF tyre company. Radial tyre construction utilizes body ply cords extending from the beads and across the tread so that the cords are laid at approximately right angles to the centerline of the tread, and parallel to each other as well as stabilizer belts directly beneath the tread. The belts may be cord or steel. 15 varieties of radial tyre manufacturing are done by the MRF tyre company.

PRODUCT PROFILE

In the year of 1946 a young entrepreneur K.M.MAMMEN MAPPILLAI, opened a small toy balloon manufacturing unit in a shed at Chennai (Tiruvottiyur). During the period 1949 the factory was just a small shed without any machines. A variety of products, ranking from balloons and squeaking toys to industrial gloves and were produced. In the period of 1952 MRF ventured into the manufacture of tread rubber. And with that, the first machine a rubber mill was installed at the factory. This step into tread rubber manufacture was later to catapult MRF into a league that few had imagined possible.

The quality of the product manufactured was of such a high standard that by the close of 1956, MRF had become the market leader with a 50% share of the tread-rubber market in India. In the period of 1961 after the success achieved in tread rubber, MRF entered into the manufacture of tyres. MRF established a technical collaboration with the Mansfield tyre and rubber company of USA. Around the same time, it also becomes a public company. During the year 1963 India’s first Prime Minister Jawaharlal Nehru laid the foundation stone for the rubber research center at Chennai. In 1967 MRF became the first Indian company to export tyres to USA the v ery birthplace of tyre technology.

During the year 1970 to 1972 MRF opened its factory in kottayam, Goa and Arakkonam (chennai). In the year 1973 MRF scored a major breakthrough by being among the very first in India to manufacture and market nylon passenger tyres commercially. During the year 1980 MRF entered into a technical collaboration with the B.F.GOODRICH tyre company of USA. In period of 1989 MRF was the clear market leader in every tyre segment. Once again, in recognition of excellence MRF was awarded the visvesvaraya award for the best business house in south India. In the year 1990 MRF collaborated with Hasbro international USA, the world’s largest toy markers and launched funskool India. At the same year MRF World Series cricket tournament for the Jawaharlal Nehru trophy was sponsored by the company. In 1991 MRF also opened the MRF tyredrome, India’s first tyre company owned wheel care complex at Chennai, at the same period MRF brought the 6th world cup boxing championship to Mumbai the first of its kind with 39 countries participating.

In 1992 K.M.MammenMapillai was awarded the Padmashri award of national recognition for his contribution to industry the only industrialist from south Indian to be accorded this honor until that time. In 1993 and 1995, the company was voted by the far eastern economic review, as one of the ten leading corporate groups in India and a leader Asia. During the same time MRF was selected as one of Indian’s most admired marketing companies by the readers of the A&M magazine. During the year 1996 to 2000 MRF is spreading its wings by also involving in the development of cricket by sponsorship of many cricketers and also MRF pace foundation. At one point of time, MRF was the bat sponsor of world-class batsman including sachintendulkar, Brain lara and stere Waugh. At the same time MRF launches first ever F3 car and company’s turnover crossed INR 15 billion. MRF launched ZVIS tyres for passenger cars.

The period between 2001to 2006 the company kept climbing the ladder with efficient and able directors and a change was announced that Mr. Arunmammen would be the managing directors. The MRF NYLOGRIP rapper for two-wheelers was launched and MRF wins the JD power award, at the same time MRF turnover crossed INR 30 billion marks. During the year 20007 to 2010 MRF launches the super LUG 505. A premium mileage, rear fitment truck tyre for national highway operations on rated roads and MRF launches ZSLK tyres, MRF wins the JD power award again for the 6th time. After the bat sponsor of world-class batsman including Stere Waugh’s and Brian Lara’s retirement from international cricket. MRF contract with Sachin Tendulkar also expired on 2009. MRF is currently sponsoring GauthamGambhir and Rohit Sharma, two other members of the Indian cricket team.

INDUSTRY PROFILE

The very first tyres were bands of iron placed on the wooden wheels of carts and wagons, luckily, with the discovery of rubber things changed. It was in the mid 1800’s that the first tyres made using rubber appeared. They were simple tyres the rubber carried the load entirely. It was in 1845 that the pneumatic or air-filled tyre which works by air with in the tyre absorbing the shocks of the road was invented and patented by Robert William Thomson. His design used a number of thin inflated tubes inside a leather cover. This meant that it would take more than one puncture before the tyre deflated. However, despite this new break though in tyres, the old solid rubber variety was still favored by the public, leaving the pneumatic tyre out in the wilderness.

It wasn’t until 1888 that john Boyd Dunlop, unbeknownst to him, reinvented the pneumatic tyre whilst trying to improve his son’s bike. Dunlop’s tyre like Thomson’s, didn’t seem to sell at first-until a bike race in Belfast was won by a rider using his tyres with that victory people began to take notice of the pneumatic tyre. In 1895 the pneumatic tyre was first used on automobiles by Andre and E dotard Michelin. It was also around this time that legislation was put into effect that discouraged the use of solid rubber tyres. All over the world companies sprang up to meet the new demand for the new tyres.

Tyres remained fundamentally unchanged though out the 20’s and 30’s until Michelin introduced steel-belted radial tyres in 1948. This new type of pneumatic tyre meant that they would have a longer life thanks to ply cords that radiate from a 90 degree angle from the wheel rim. It also meant that tyre had less rolling resistance increasing the mileage of a vehicle. This new radial tyre was very successful outside of the US, with companies in Italy, France, Japan and Germany producing them in large numbers.

In the US however, a battle commenced. American car manufactures were afraid that the cost to redesign their cars in order to use these radial tyres was too much and so stuck to the older bias ply tyres. It wasn’t until the 70’s where there was a fuel crisis-that the American public, because of the rising cost of petrol, demanded more economical cars. This led to the introduction of cars that could easily fit the high mileage radial tyres. By 1983 all new American cars came fitted with radial tyres.


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