CUSTOMER RELATIONSHIP MANAGEMENT AT BAJAJ ELECTRICALS
BY- PALLAVI MALHOTRA MBA 2nd YEAR
COMPANY PROFILE
Bajaj Electricals Ltd (BEL) (BSE: 500031) is an Indian consumer electrical equipments manufacturing company based in Mumbai, Maharashtra. It is a part of the 380 billion (US$5.8 billion) Bajaj Group. It has diversified
with interests in lighting, luminaries, appliances,
fans, LPG basedGenerators, engineering and projects. Its main domains are lighting, consumer durables, engineering and projects. Lighting
includes lamps, tubes and luminaires. Consumer durables include
appliances and fans. Engineering and projects include transmission line towers, telecommunications towers, highmast, poles and special
projects, and others include die casting, wind energy & solar
energy.[7] Some notable project includes lighting works at the Commonwealth Games stadium and the Bandra Worli Sea Link
It has 19 branch offices spread in different parts of the country with a chain of about 1000 distributors, 4000 authorised dealers, over 400,000 retail outlets and over 282 Customer Care centres.
History
It was incorporated in 14 July 1938 as Radio Lamp Works Limited under the Indian Companies Act, 1913 as a Public company limited. On 1 October 1960 it was renamed to Bajaj Electrical Limited.[8] In 1964, company took over Matchwell
Electricals (India) Limited, a manufacturer of electric fans.
Profit loss account (Rs crore)
Mar ' 13 Income Mar ' 12 Mar ' 11 Mar ' 10 Mar ' 09
Operating income Expenses
3,387.57
3,098.96
2,738.90
2,226.00
1,775.06
Material consumed
2,680.74
2,354.03
2,072.42
1,634.29
1,310.70
Manufacturing expenses 6.27 16.63 18.16 16.93 16.18
Personnel expenses
167.26
149.60
122.60
97.25
77.19
Selling expenses
181.03
146.27
131.66
109.54
Adminstrative expenses 425.44 165.67 124.00 105.96 74.14
Expenses capitalized Cost of sales
-2.89 3,276.81
-6.83 2,860.13
2,483.45
1,986.08
1,587.76
Operating profit
110.76
238.83
255.44
239.91
187.31
Other recurring income
16.92
11.47
12.93
8.46
7.30
Adjusted PBDIT
127.68
250.30
268.37
248.37
194.61
Financial expenses Depreciation
68.97 14.45
62.31 12.52
37.68 10.76
38.21 9.20
42.20 8.55
Other write offs
Adjusted PBT Tax charges
44.25 17.77
175.46 58.07
219.93 73.99
200.96 75.35
143.86 50.67
Adjusted PAT
26.49
117.39
145.94
125.61
93.19
Non recurring items
24.72
-2.32
-1.08
-0.34
-6.54
Other non cash adjustments 2.80 -1.07 -8.18 2.48
Reported net profit
51.21
117.88
143.79
117.10
89.13
Leadership
Jamnalal Bajaj (18841942) The Bajaj Group of Companies was founded by Jamnalal Bajaj and enjoyed phenomenal growth. However, Bajaj's business interests were the means to a larger and holistic end. Very active duringIndias freedom struggle, Jamanalal was a philanthropist who delighted in donating most of his wealth for worthy causes. From the beginning, Jamanalal was always more involved in social and philanthropic activities rather than business. He was a staunch follower of Mahatma Gandhi and had the rare distinction of being regarded by Gandhiji as his own protege. Jamanalal assisted in Gandhijis activities and was increasingly involved, and committed to, the Mahatmas programmes and Indias freedom struggle. Kamalnayan Bajaj (19151972) Kamalnayan Bajaj, the eldest son of Jamanalal Bajaj, started shouldering family responsibilities from an early age. After completing his education from University of Cambridge, England, Kamalnayan returned to India to assist his father Jamanalal, both in business and in social service. Kamalnayan was a man of strict principles, which he never swerved from. He had earmarked a large portion of the income from his family business for public causes and social service programmes, the mantle of all of which he had inherited from his father. He always had a sense of a larger social mission, transcending the dictates of business and the bottom line.
Mission and Vision
It tends to become a world renowned CFL manufacturing company. We believe to attain greater customer satisfaction through supply of great quality product. Our unique Quality Policy and vision leads us towards constant improvement and effectiveness. Policy Customer satisfaction shall be the focal point of all our activities . this will be achieved by providing them quality products and services with commitment towards continual improvement , prevention of pollution with legal compliance and preservation of natural resources.
CORE VALUES:
Strength
While our greatest strength is the ability to understand the clients goal and mindset, our success is very much attributed to
Strong team work. Dedication and commitment of each and every member of family. Skilled and qualified and well experienced staff. Continuous R&D striving to stay on the leading edge of technology. Robust infrastructure with complete in-house CFL manufacturing facilities. Designing and manufacturing capability for range of products. Capabilities Design and development Tool manufacturing Calibration
Design and development:
While most of the customers furnish ready for production CFL designs, sometimes they do come to us for design assistance. We thrive on our rich expertise and efficient technologies like ELECTRICALS CAD and 3D CAD technology backed by strong Data Management System to generate data, create solutions and develop products.
