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» customer satisfaction of Amul Products
customer satisfaction of Amul Products
This is a research report on
customer satisfaction of Amul Products
International Marketing Management
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Amul (Hindi: ????, Gujarati: ????) is the name of a dairy cooperative in India. Derived from the Sanskrit word "Amulya," Amul means invaluable. Formed in 1946, it is a brand name managed by an Indian cooperative organisation, Gujarat Cooperative Milk Marketing Federation Ltd. (GCMMF), which today is jointly owned by 3.03 million milk producers in Gujarat, India. Amul is based in Anand, Gujarat and has been a successful example of cooperative organization. Amul spurred the White Revolution in India which in turn made India the largest producer of milk and milk products in the world. It is also the world's largest vegetarian cheese brand . Amul is the largest food brand in India and world's largest pouched milk brand with an annual turnover of US $2.2 billion (2010-11). Currently Unions making up GCMMF have 3.1 million producer members with milk collection average of 9.10 million litres per day. Besides India, Amul has entered overseas markets such as Mauritius, UAE, USA, Oman, Bangladesh, Australia, China, Singapore, Hong Kong and a few South African countries. Its bid to enter Japanese market in 1994 did not succeed, but it plans to venture again. Dr Verghese Kurien, former chairman of the GCMMF, is recognized as a key person behind the success of Amul. On 10 Aug 2006 Parthi Bhatol, chairman of the Banaskantha Union, was elected chairman of GCMMF.
The AMUL Plant at Anand featuring the Milk Silos
Amul: The origin
The mighty Ganges at it's origin is but a tiny stream in the Gangotri ranges of the Himalayas. Similar is the story of Amul which inspired 'Operation Flood' and heralded the 'White Revolution' in India. It began with two village cooperatives and 250 liters of milk per day, nothing but a trickle compared to the flood it has become today. Today Amul collects, processes and distributes over a million liters of milk and milk products per day, during the peak, on behalf of more than a thousand village cooperatives owned by half a million farmer members. Further, as Ganga-ma carries the aspirations of generations for moksha, Amul too has become a symbol of the aspirations of millions of farmers.Creating a pattern of liberation and self-reliance for every farmer to follow. The start of a revolution The revolution started as an awareness among the farmers that grew and matured into a protest movement and the determination to liberate themselves. Over four decades ago, the life of a farmer in Kaira District was very much like that of his counterpart anywhere else in India. His income was derived almost entirely from seasonal crops. The income from milch buffaloes was undependable. Private traders and middlemen controlled the marketing and distribution system for the milk. As milk is perishable, farmers were compelled to sell it for whatever they were offered. Often, they had to sell cream and ghee at throwaway prices. In this situation, the one who gained was the private trader. Gradually, the realization dawned on the farmers that the exploitation by the trader could be checked only if marketed their milk themselves. In order to do that they needed to form some sort of an organization. This realization is what led to the establishment of the Kaira District Cooperative Milk Producers' Union Limited (popularly known as Amul) which was formally registered on December 14, 1946. The Kaira Union began pasteurizing milk for the Bombay Milk Scheme in June 1948. An assured market proved a great incentive to the milk producers of the district. By the end of 1948, more than 400 farmers joined in more village societies, and the quantity of milk handled by one Union increased from 250 to 5,000 liters a day. Obstacles: Springboards for success. Each failure, each obstacle, each stumbling block can be turned into a success story. In the early years, Amul had to face a number of problems. With every problem came opportunity. A chance to turn a negative into a positive. Milk by products and supplementary yield which suffered from the same lack of marketing and distribution facilities became encumbrances. Instead of being bogged down by their fate they were used as stepping stones for expansion. Backward integration of the process led the cooperatives to advances in animal husbandry and veterinary practice.
? MARKET RESEARCH Various authors have defined it in different way. Research starts with the question or problem. Its purpose is to find out answer to question through the application or scientific method. It is systematic and intensive study directed to word a more complete knowledge of the subject study. Research can be classified in to two broad categories. a. Basic research b. Applied research Market research is systemic and objective study of problems relating to the market of goods and services. It may be emphasized that is not restricted to many particular area of marketing. But it is applicable to all phase of aspect. Marketing research is a key of education of successful marketing stretchy of programmed research is used to study competition and analyses the competitors product positioning and how to gain competitive advance stage. It is also an importance tools to study consumer opinion. ”The systematic and objective search for an analysis so information relevant to the identification and solution of any problems in the field marketing” Marketing research is the systematic design collection and reporting of data and finding relevant to a specific marketing situation facing the company. ? OBJECTIVE OF THE STUDY Basic concept of measurement and selling Once a research objective is finding and particular plan of action is chosen to solve the problems that general plan set direction in the three major stages of gathering primary data. ? Designing questionnaires and related instrument for data collection ? Planning sampling techniques and size. ? Determining field procedures for the field workers. The tasks in designing and writing the data collection forms to be used, particularly the data by questions rather than observation. In non-probability sampling method do not provide every elements of the population any known chance of being selected in the sample. In non-probability sampling method, the convenience sampling is used in my marketing research survey for milk of Amul dairy. Under convinces sampling the samples are selected at the convenience of the researcher investigation.
? SELECTED PROBLEM FOR STUDY First Step in marketing research is clearly state the problem statement, which is stating the management dilemma, its background, its consequences and the resulting management question. Past and presently every organization focus on the customer’s feedback, because Customer’s feedback it is most important and easy way to increase business. After the get feedback we know what the problem of our customer. On that basis we try to solve their problem and increase business. After the get feedback we know what is their problem? May be we know customer Problem regarding price, Quality, Quantity, Packing Size, Freshness of product, availability of product, Purchase place, Behavior of Dealer as well as retailer ,any complain etc. and should try to this problem. And know what is customer actually wanted? In my Research study my topic is CUSTOMER PREFERENCE OF AMUL DAIRY PRODUCT. ? RESEARCH DESIGN Research Design is the plan, structure, and strategy of investigation conceived so as to obtained answers to research questions and to control variance. The definition consists of three importance term plan structure & strategy. TYPE OF RESEARCH 1) Exploratory research 2) Descriptive research 3) Causative research On the context of my topic consumer’s opinion survey, I had selected descriptive research. Descriptive research:Descriptive research is carried out to descriptive a phenomenon or market. characteristics of the target market is a descriptive research continuing the above example of services quality are search done on now customer evaluating the quality of competitive services institution can be considered as an example of descriptive research. Generally descriptive research is carried out only when the researcher understand be phenomena or opinions characteristics. Descriptive study can be divided in to two broad categories cross sectional & longitudinal of the two, the former types of study is more frequently used. Cross classification has two methods to research. 1) Cross field 2) Survey ? SOURCE OF DATA
There are two types of sources of gathering marketing information namely primary sources and secondary sources. ? Primary data: The primary data are those, which are collected fresh and for the first time, and thus happen to be original in character. Here I have collected the primary data through survey of customer who use products of Amul through questionnaire. ? Secondary data:
The secondary data are those which have already been collected by somewhere else and which have already been passed through the statistical process. ? RESEARCH APPROACH Primary data can be collected in the ways observation, focus group research survey and experimental research. In my marketing research survey I had collected primary data through survey research. Survey best suited for descriptive research and it is only concerned with getting practical knowledge. I had undertaken survey to learn about people’s knowledge, beliefs, preference and satisfaction of Amul, Sagar and Banas dairy products. ? RESEARCH INSTRUMENT Marketing research has choice of two main research instruments in collecting primary data; questionnaire and mechanical devices. In my marketing research survey I have used a questionnaire for collecting data. A questionnaire consists of a set of questions presented to respondents for their answers. The questionnaire is the most common instrument used to collect primary data. A questionnaire consists of two types of questions close ended and open-ended questions. Close-ended questions refer to provide two or more possible alternatives to the respondent. And the open-ended questions allow the respondents to answer in their own words. In my marketing research I have used both types of questions in questionnaire. ? SAMPLE SIZE AND AREA: The survey was conducted in Jaipur city and the survey include 50 consumers as respondents for making the reports.
COMPANY PROFILE- GCMMF
GUJARAT COOPERATIVE MILK MARKETING FEDERATION Gujarat Cooperative Milk Marketing Federation (GCMMF) is India's largest food products marketing organisation. It is a state level apex body of milk cooperatives in Gujarat which aims to provide remunerative returns to the farmers and also serve the interest of consumers by providing quality products which are good value for money.
MEMBERS: 12 district cooperative milk producers' Union No. of Producer Members: 2.28 million No. of Village Societies: 11,132 Total Milk handling capacity: 6.7 million litres per day Milk collection (Total - 2002-03): 1.86 billion litres Milk collection (Daily Average 2002-03): 5.08 million litres Milk Drying Capacity: 510 metric Tons per day Cattlefeed manufacturing Capacity: 1450 Mts per day
Rs (million) US $ (in million) 11140 355 13790 400 15540 450 18840 455 22192 493 22185 493 22588 500 23365 500 27457 575
The Kaira District Co-operative Milk Producers' Union was registered on December 14, 1946 as a response to exploitation of marginal milk producers by traders or agents of existing dairies in the small town named Anand (in Kaira District of Gujarat). Milk Producers had to travel long distances to deliver milk to the only dairy, the Polson Dairy in Anand. Often milk went sour as producers had to physically carry the milk in individual containers, especially in the summer season. The prices of buffalo and cow milk were arbitrarily determined. Moreover, the government at that time had given monopoly rights to Polson Dairy to collect milk from Anand and supply it to Bombay city in turn. Angered by the unfair and manipulative trade practices, the farmers of Kaira District approached Sardar Vallabhbhai Patel (who later became the first Deputy Prime Minister and Home Minister of free India) under the leadership of the local farmer leader Tribhuvandas Patel. Sardar Patel advised the farmers to form a Cooperative and supply milk directly to the Bombay Milk Scheme instead of selling it to Polson (who did the same but gave low prices to the producers). He sent Morarji Desai(who later became Prime Minister of India) to organize the farmers. In 1946, the farmers of the area went on a milk strike refusing to be further oppressed. Thus the Kaira District Cooperative was established to collect and process milk in the District of Kaira in 1946. Milk collection was also decentralized, as most producers were marginal farmers who were in a position to deliver 1-2 litres of milk per day. Village level cooperatives were established to organize the marginal milk producers in each of these villages. The Cooperative was further developed and managed by Dr.Verghese Kurien along with Mr H.M Dalaya. Dr.Kurien, a World Food Prize and Magsaysay winner, was the pioneer of this White Revolution. The first modern dairy of the Kaira Union was established at Anand. Indigenous research and development and technology development at the Cooperative had led to the successful production of skimmed milk powder from buffalo milk for the first time on a commercial scale anywhere in the world. The success of the dairy co-operative movement spread rapidly in Gujarat. Within a short span five other district unions - Mehsana, Banaskantha, Baroda, Sabarkantha and Surat were organized. In order to combine forces and expand the market while saving on advertising and avoid a situation where milk cooperatives would compete against each other it was decided to set up an apex marketing body of dairy cooperative unions in Gujarat. Thus, in 1973, the Gujarat Co-operative Milk Marketing Federation was established. The Kaira District Co-operative Milk Producers’ Union Ltd. which had established the brand name Amul in 1955 decided to hand over the brand name to GCMMF (AMUL). Impressed with the development of dairy cooperatives in Kaira District and its success, Lal Bahadur Shastri, the then Prime Minister of India during his visit to Anand in 1964, asked Dr. Kurien to replicate the Anand type dairy cooperatives all over India. Thus, the National Dairy Developed Board was formed and Operation Programme was launched for replication of the Amul Model all over India
Achievements of GCMMF 3.1 million milk producer member families ? 15,760 village societies ? 15 District Unions ? 9.4 million liters of milk procured per day ? 150 million (US$2.99 million) disbursed in cash daily GCMMF is the largest cooperative business of small producers with an annual turnover of 53 billion (US$1.06 billion) ? The Govt. of India has honoured Amul with the “Best of all categories Rajiv Gandhi National Quality Award”. ? Largest milk handling capacity in Asia ? Largest Cold Chain Network ? 48 Sales offices, 5000 Wholesale Distributors, 7 lakh retail outlets ? Export to 37 countries worth 150 crore (US$29.93 million) ? Winner of APEDA award for nine consecutive years.
Amul Brand Building GCMMF (AMUL) has the largest distribution network for any FMCG company. It has nearly 50 sales offices spread all over the country, more than 5,000 wholesale dealers and more than 7,00,000 retailers. AMUL is also the largest exporter of dairy products in the country. AMUL is available today in over 40 countries of the world. AMUL is exporting a wide variety of products which include Whole and Skimmed Milk Powder, Cottage Cheese (Paneer), UHT Milk, Clarified Butter (Ghee) and Indigenous Sweets. The major markets are USA, West Indies, and countries in Africa, the Gulf Region, and SAARC neighbours, Singapore, The Philippines, Thailand, Japan and China. In September 2007, Amul emerged as the leading Indian brand according to a survey by Synovate to find out Asia's top 1000 Brands. In 2011, Amul was named the Most Trusted brand in the Food and Beverages sector in The Brand Trust Report, published by Trust Research Advisory.
An Amul butter ad on Pakistan's War fiasco. The image shows the "Amul baby" in between George Fernandez and Atal Behari Vajpayee. In 1966, Amul hired Sylvester daCunha, then managing director of the advertising agency ASto design a new ad campaign for Amul Butter. daCunha designed an ad campaign as series of hoardings with topical ads, relating to day-to-day issues. The campaign was widely popular and earned a Guinness world record for the longest running ad campaign in the world. Since the 1980s, cartoon artist Bharat Dabholkar has been involved with sketching the Amul ads, who rejected the trend of using celebrities in advertisement campaigns. Dabholkar credited chairman Varghese Kurien with creating a free atmosphere that fostered the development of the ads. Despite encountering political pressure on several occasions, daCunha's agency has made it a policy of not backing down. Some of the more controversial Amul ads include one commenting on Naxalite uprising in West Bengal, on the Indian Airlines employees strike, and the one depicting the Amul butter girl wearing a Gandhi cap[ Amul hired DraftFCB+Ulka for the brands of Amul milk, chocolates, paneer, ghee, ice-cream.
Amul is world’s biggest vegetarian cheese brand
The Land of sacred cows has become the world’s largest producer of vegetarian cheese. India’s top dairy co-operative Amul is now the biggest brand for vegetarian cheese as the Global Indian even now prefers desi shuddh taste over the premium Bries and Camemberts of the West. With demand pouring in from London to Ludhiana, exports will hit a record 600 tonne this year as Amul shreds competition with a growth of more than 20per cent. For those who don’t know what makes vegetarian cheese different, here is a quick low-down. Cheese is made by coagulating milk to give curds which are then separated from the liquid, whey, after which they can be processed and matured to produce a wide variety of cheeses. Milk is coagulated by the addition of rennet. The active ingredient of rennet is the enzyme, chymosin (also known as rennin). The usual source of rennet is the stomach of slaughtered newlyborn calves. On other hand, vegetarian cheeses are manufactured using rennet from either fungal or bacterial sources. Amul is exporting cheese to the Middle East, USA, Singapore, Hong Kong, and neighbouring countries like Bhutan, Nepal and Sri Lanka. “Though there are many vegetarian cheese producers in the world, we would certainly be the single largest exporter. Our main customers abroad are NRIs. We market the product to them,’’ Mr Sodhiadded. Amul Cheddar is the top selling brand in India, with a 50per cent share of the market. Its cheese spreads have a 90per cent share of the market, while it is the only large player in mozarella pizza cheese. The local branded cheese market is estimated to be 6,000 tonnes per annum, with an average retail price of Rs 200/kg. The demand for cheese is projected to grow from about Rs 4.50bn in 2003-04 to Rs 6bn in ’06-07 and to over Rs 11bn by ’14-15.
LIST OF PRODUCTS MARKETED
• • •
Amul Butter Amul Lite Low Fat Breadspread Amul Cooking Butter
• • • • • • • •
Amul Pasteurized Processed Cheddar Cheese Amul Processed Cheese Spread Amul Pizza (Mozarella) Cheese Amul Shredded Pizza Cheese Amul Emmental Cheese Amul Gouda Cheese Amul Malai Paneer (cottage cheese) Frozen and Tinned Utterly Delicious Pizza
Mithaee Range (Ethnic sweets):
• • • • •
Amul Shrikhand (Mango, Saffron, Almond Pistachio, Cardamom) Amul Amrakhand Amul Mithaee Gulabjamuns Amul Mithaee Gulabjamun Mix Amul Mithaee Kulfi Mix
UHT Milk Range:
• • • • • • •
Amul Taaza 3% fat Milk Amul Gold 4.5% fat Milk Amul Slim-n-Trim 0% fat milk Amul Chocolate Milk Amul Fresh Cream Amul Snowcap Softy Mix Amul Taaza Double Toned Milk
• • • •
Amul Pure Ghee Sagar Pure Ghee Amul Cow Ghee Infant Milk Range:
• • •
Amul Infant Milk Formula 1 (0-6 months) Amul Infant Milk Formula 2 ( 6 months above) Amulspray Infant Milk Food
• • • •
Amul Full Cream Milk Powder Amulya Dairy Whitener Sagar Skimmed Milk Powder Sagar Tea and Coffee Whitener
Sweetened Condensed Milk:
Amul Mithaimate Sweetened Condensed Milk
• • • •
Amul Taaza Toned Milk 3% fat Amul Gold Full Cream Milk 6% fat Amul Shakti Standardised Milk 3% fat Amul Smart Double Toned Milk 1.5% fat
• • •
Amul Masti Dahi (fresh curd) Amul Butter Milk Amul Lassee
Amul Ice creams:
• • • •
Royal Treat Range (Rajbhog, Cappuchino, Chocochips, Butterscotch, Tutti Frutti) Nut-o-Mania Range (Kaju Drakshi, Kesar Pista, Roasted Almond, Kesar Carnival, Badshahi Badam Kulfi, Shista Pista Kulfi) Utsav Range (Anjir, Roasted Almond) Chocolate & Confectionery
AMUL stands out a star performer both in the domestic and international market.
With the perfect mix of technical know how and business acumen the company has grown into a major of milk and milk products producing company. AMUL is India’s largest exporter of dairy products. It has been accorded a “Trading House” status. It has received the APEDA Award from Government of India for excellence in dairy product exports for the last 8 years. AMUL has its market in almost 20 countries which include USA, Iraq, Kuwait, Russia, Nepal, Qatar, Muscat, Singapore, Saudi Arabia, Sri Lanka, Bangladesh, Gambia, Uganda, Madagaskar, Tanzania, U.A.E., Bahrain. Major export products of AMUL are: Consumer Packs ?AMUL PURE GHEE ? ?AMUL BUTTER ? ?AMUL SHRIKHAND ? ?AMUL FULL CREAM POWDER ? ?AMUL MITHAEE GULAB JAMUN ? ?AMUL SKIMMED MILK POWDER ? ?NUTRAMUL BROWN BEVERAGE ? ?AMULSPRAY INFANT MILK FOOD ? ?AMUL CHEESE ? ?AMUL MALAI PANEER ? ?AMUL UHT MILK (LONG LIFE) ? ?AMUL FRESH CREAM ? Bulk Packs ?AMUL SKIMMED MILK POWDER ? ?AMUL FULL CREAM MILK POWDER ? INTERNATIONAL DISTRIBUTION STRATEGIES The company has appointed special carry forward agents for distributing its products in the international market .It has rented cold storages in various countries to store its products from where they are distributed as per orders. Although the distribution network for international market is not so well knitted as in case of domestic market, it has been successful in maintaining a satisfactory network that ensures smooth functioning. INTERNATIONAL PRICING STRATEGIES While deciding the prices for international market the company takes into
consideration the prices of the competitors , production cost , distribution cost for international market , taxes and duties to be paid ,etc. However the company tries not to have much difference in prices in National and the International markets. PRODUCT VARIATIONS There are no variations in the basic products that the company offers in National and International markets, except for the fact that the company has to maintain the quality standards as per the regulations of the respective countries. Not all the products manufactured are yet available in International market because of the difference in preferences and consumption pattern of the people in various countries. EXPORT POTENTIAL India has the potential to become one of the leading players in milk and milk product exports. Location advantage: India is located amidst major milk deficit countries in Asia and Africa. Major importers of milk and milk products are Bangladesh, China, Hong Kong, Singapore, Thailand, Malaysia, Philippines, Japan, UAE, Oman and other gulf countries, all located close to India. Low Cost of Production: Milk production is scale insensitive and labor intensive. Due to low labor cost, cost of production of milk is significantly lower in India. CONCERNS IN EXPORT COMPETITIVENESS ARE : Quality: Significant investment has to be made in milk procurement, equipments, chilling and refrigeration facilities. Also, training has to be imparted to improve the quality to bring it up to international standards. Productivity: To have an exportable surplus in the long-term and also to maintain cost competitiveness, it is imperative to improve productivity of Indian cattle. There is a vast market for the export of traditional milk products such as ghee, paneer, shrikhand, rasgolas and other ethnic sweets to the large number of Indians scattered all over the world. EXPORT NEWS:• Amul to spread its taste to US, Europe
Popular Indian dairy brand, Amul, plans to take its products to overseas shores. The Kaira District Cooperative Milk Producers’ Union Ltd, better known as Amul Dairy, will target ethnic South Asians living abroad with manufacturing bases outside India. The country's premier dairy cooperative, which was recently rated as the top Indian green brand by Green Brands Global Survey, will initially produce ghee and paneer (cottage cheese) for the global market. Chairman Ramsinh Parmar said: “There is great potential in Europe and US for Amul products. "Plans are afoot to establish our own manufacturing facility in the US. “We shall shortly finalise steps to be taken in this direction to ensure quality for the dairy products that are made available in these countries.” The Gujarat-based co-operative union will pick the exact location for the proposed facilities within a month. While California, Virginia and Wisconsin are considered to milk-rich states in the US, the concentration of Indians is more in states such as New Jersey and New York. The group currently exports products to these markets, mainly under the Amul and Sagar brands. Amul has found over the years that there is significant demand for its products amongst Indian families in these markets and a local facility would enable better control over logistics and costs and cut 45 days out of the shipping time. The group plans to source white butter and raw milk from local cooperative dairies to cater to the US market. Amul is run by a co-operative representing 3 million farmers from the country's north-west and sold $2.1 billion worth of ghee, milk and other dairy products last year, with 10 per cent of the ghee production being exported.
Amul to hit big in export route:Ratna Bhushan, TNN Jun 30, 2011, 10.42pm IST NEW DELHI: Spurred by the recent reduction in dairy subsidies by the European Commission and stagnant milk output in the US and Europe, and aided by low-cost production in India, the Gujarat
Cooperative Milk Marketing Federation (GCMMF) has set itself its single biggest export target ever. It has projected doubling of exports in 2004-05 from last fiscal, amounting to Rs 90 crore. "With the EU subsidy cut, low-cost imports from Europe and other markets will dip. This will increase the Indian dairy sector's competitiveness globally," says RS Sodhi, GM, marketing, GCMMF. The subsidy cut will also help Indian exporters achieve higher realisations from the EU, and subsequently better returns for farmers. The reductions are primarily on butter oil, skimmed milk powder (SMP) and white butter. Top on GCMMF's export list are SMP in bulk, UHT milk in tetrapaks, butter, cheese, ice-cream, ghee (or clarified butter), paneer (cottage cheese) and desserts. All these are being exported under the Amul umbrella brand. Bulk exports of SMP have the highest growth potential. Among branded products, Amul is pitching its UHT milk - branded Amul Long Life - upfront. "We expect to sell Rs 20 crore of UHT milk in 1-litre tetrapaks in overseas markets this fiscal," says Sodhi. Branded consumer products are being targeted at NRIs. Last year,Amul initiated a potential foray in Wal-Mart for some of its milkbased products. In 2003-04, GCMMF's sales grew 5 per cent to Rs 2,882 crore, with dairy business growing 18 per cent despite the loss of its edible oils business. Milk production in India - at 86 million tonnes, making it the largest milk producing country - is growing at 4-5 per cent. Output in the US, the second largest, is estimated at close to 72 million tonnes.
MARKET ANALYSIS OF AMUL PRODUCT SWOT ANALYSIS
The study of this SWOT analysis shows that the ‘strengths’ and ‘opportunities’ far outweigh ‘weaknesses’ and ‘threats’. The strengths and opportunities are fundamental and weaknesses and threats are transitory. STRENGTHS: · Demand profile: Absolutely optimistic. · Margins: Quite reasonable. · Flexibility of product mix: Tremendous. With balancing equipment, you can keep on adding to your product line. · Availability of raw material: Abundant. Presently, more than 80 per cent of chocolate produced is flowing into the unorganized sector, which requires proper channelization. · Technical manpower: Professionally-trained, technical human resource pool, built over last 30 years. WEAKNESSES: · Perishability: Pasteurization has overcome this weakness partially. Which gives chocolate long life. Surely, many new processes will follow to improve chocolate quality and extend its shelf life. · Lack of control over yield: Theoretically, there is little control over chocolate yield. However, increased awareness of developments like embryo transplant, artificial insemination and properly managed animal husbandry practices, coupled with higher income to rural milk producers should automatically lead to improvement in chocolate. · Logistics of procurement: Woes of bad roads and inadequate transportation facility make milk procurement problematic. But with the overall economic improvement in India, these problems would also get solved. · Problematic distribution: Yes, all is not well with distribution. But then if ice creams can be sold virtually at every nook and corner, why can’t we sell other dairy products too? Moreover, it is only a matter of time before we see the emergence of a cold chain linking the producer to the refrigerator at the consumer’s home! · Competition: With so many newcomers entering this industry, competition is becoming tougher day by day. But then competition has to be faced as a ground reality. The market is large enough for many to carve out their niche.
OPPORTUNITIES: Value addition: There is a phenomenal scope for innovations in product development, packaging and presentation. Given below are potential areas of value addition: Steps should be taken to introduce value-added products like shrikhand, ice creams, paneer, khoa, flavored milk, dairy sweets, chocolates etc. This will lead to a greater presence and flexibility in the market place along with opportunities in the field of brand building. Addition of cultured products like yoghurt and cheese lend further strength - both in terms of utilization of resources and presence in the market place. A lateral view opens up opportunities in milk proteins through casein, caseinates and other dietary proteins, further opening up export opportunities. Yet another aspect can be the addition of infant foods, geriatric foods and nutritional. · Export potential: Efforts to exploit export potential are already on. Amul is exporting to Bangladesh, Sri Lanka, Nigeria, and the Middle East. Following the new treaty, opportunities will increase tremendously for the export of agricultural products in general and dairy products in particular. THREATS: Milk vendors, the un-organized sector: Today chocolate vendors are occupying the pride of place in the industry. Organized dissemination of information about the harm that they are doing to producers and consumers should see a steady decline in their importance.
DATA ANALYSIS AND INTERPRETATION
? Products Purchased Daily
PRODUCT MILK BUTTER MILK GHEE SWEETS OTHER
NO. OF RESPONDENT 35 10 3 2 0
PERCENTAGE% 70% 20% 6% 4% 0
3 5 3 0 2 5 2 0 1 5 1 0 5 0 MIL B E K UTT R GH E S E S OT E E WE T HR MIL K PE E OPL
INTERPRETATION: According to my convenience method in Jaipur I selected 50 consumers of dairy product, in this I found that nearly about 70% customers use milk, 20% customers use butter milk, 6% customers use ghee, 4% customers use sweets ETC..
? Purpose of purchase of a product
No. of Res. SELF USE SELLING PURPOSE MAKE A NEW PRODUCT 32 11 7
S Use elf S ellingPurpose Ma kingnew product
INTERPRETATION: From the above data collected graph it can be interpreted that 32% customers purchase products for self use, 11% customers purchase for selling purpose and 7% customers purchase for making a new product.
? Place of Purchase
No. of Res. Amul dairy Dealer Retailer 12 6 32
PERCENTAGE% 24% 12% 64%
35 30 25 20 15 10 5 0 Am dairy ul Dealer Retailer Res pondent
INTERPRETATION: From the above data I conclude that nearly about 12% customers purchase the products from dairy, 6% customers purchase from dealer and 32% customers purchase from retailer.
? Dairy Product at Expected time or No
NO. OF RESPONDENT Yes No 43 07
PERCENTAGE% 87% 13%
Y es No
INTERPRETATION: From the above graph I conclude that nearly about 43% customers get the products within expected time, So they customers do not face the shortage problem of the product.
? Dairy Product in desired Quantity Yes or No
No. of Res. Yes No 45 05
% of Res. 95% 5%
35 30 25 20 15 10 5 0 1s Qtr t YE S Wes t
INTERPRETATION: From the above data we can interpret that 95% customers get the product in desired quantity so customers are satisfied with their own demand of dairy products.
? Satisfied with the packing of Dairy Products or No
No. of Res. Yes No 40 10
% of Res. 60% 40%
40 35 30 25 20 15 10 5 0 YE S N O
INTERPRETATION: From above graph we can interpret that customers are not much satisfied with the packing of the product due to lack of good packaging material customers face the problems such as leakage and spoiling of the dairy product.
? Opinion about the Quality of Dairy Product
No. of Res. Satisfied Medium Dissatified 35 14 01
% of Res. 75% 24% 1%
35 30 25 20 15 10 5 0 S tis a fied Medium Dis a fied s tis Wes t
INTERPRETATION: From the above graph about 75% of respondents opined that the quality of dairy products is satisfied, 24% of respondent said that the quality of dairy products is medium and 1% of respondent are somewhat dissatisfied.
Which brand cheese do you use? ? Which brand butter do you use?
? Which brand ghee do you use?
Products Butter Ghee Cheese
Lebon 1% 2% 5%
Amul 45% 38% 42%
Britania 2% 8% 3%
Handmade 2% 12% 0%
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%
B utter G hee Chees e
B nia rita
H ome Ma de
Interpretation:- According to this analysis, On the basis of Butter 1% persons like Lebon, 45% like Amul, 2% like Britania and 2% persons like handmade butter. On the basis of Ghee 2% persons like Lebon, 38% like amul, 8% like Britania, and 12% like housemade ghee. On the basis of Cheese 5% like Lebon, 42% like Amul, 3% like Britania.
? Satisfied with the weight/Quantity of Amul dairy Products
No. of Res. Yes No 44 06
% of Res. 94% 6%
INTERPRETATION: From the above graph we can say that nearly about 94% customers are satisfied with the weight/quantity of dairy products.. Dairy should continue with the same quantity as well as quality.
? Purchase place from your house
No. of Res. Near Far away 45 05
% of Res. 95% 5%
50 40 30 20 10 0 Nea r F ra y a wa Pla ce
INTERPRETATION: From the above graph we can interpret that the customers get the products easily, for purchase of the product nearly about 95% customers get the products nearby their house. It means dairy have enough retailers.
FINDING AND SUGGESTIONS
After the completion of this research survey I found some problems which are helpful to make some necessary decision which are beneficial for the dairy. ? Generally, I found that most of the customers used milk as a primary product. ? Most of the customer use dairy product for self use only. ? Mainly customer purchases the product from the retailer. ? Customers are satisfied as they get the product within the expected time and in desired quantity.
Mainly the customers are facing problem with packaging of the product from my survey I found out that out of 50 nearly 5 customers were complaining about the packaging of the product. Customers are somewhat satisfied with the quality of dairy product. But nearby 25% customers complain of bad quality of dairy product and especially of milk. Customers are satisfied with the weight as well as quantity of dairy product.
? Many retailers are available so customers do not face any problem and get the dairy products easily.
I found that the behavior of dealer is good because 43 customers satisfied with their behavior.
‘‘AMUL will be an outstanding marketing organization, with specialization in marketing of food and dairy products, both fresh and long life with customer focus and information technology integration. The network would consist of over 100 offices, 7500 stockists covering at least every taluka head quarter town, servicing nearly 10 lakh outlets with a turnover of Rs.10,000 Crore, and serving several co-operatives. AMUL shall also create a market for its products in the neighboring countries.”
Web Sites ? Research From Company Web Site: www.amul.com www.yahoo.com www. google.com Books ? Marketing Management ? Research Methodology ? Marketing Research - Philip Kotler - C.R. Kothari - Boyd
Company Literature ? Printed Literature obtained from Amul India. ? AMUL Brochures Magazines ? Business Today ? Business World ? Economic India Newspapers ? Economic Times ? Business Standards ? Financial Express
CUSTOMER PROFILE NAME:-________________________________________________AGE:-________ OCCUPATION:-_____________ EMAIL ID:- ______________________________ CONTACT NO:-_________________
1).Which dairy products do you purchase daily? NAME SIZE MILK BUTTER MILK GHEE OTHER
2).For whom do you purchases a product. A. Self Use ( ) B. Selling Purpose ( ) C. For make a other Product ( ) 3).From where do you Purchases a product? A. Amul Dairy ( ) B. Dealer ( ) C. Retailer( )
4).Do you get the Dairy Product at Expected time? A. Yes( ) B. No ( )
5).Do you get the Dairy Product in desired Quantity? A. Yes ( ) B. No ( )
6). Which brand cheese do you use? A. Lebon ( ) B. Amul ( ) C.Britannia ( ) D. Other ( )
7). Which brand butter do you use? A. Amul ( ) B. Parag ( ) C. Mother dairy ( ) D. Britannia. ( ) E. Home Made ( ) 8). Which brand ghee do you use? A. Amul pure ghee ( ) B. Anik ( ) C. Everyday ( ) D. Mother dairy ( ) E. Parag ( ) F.Other, specify …………… 9).Are you satisfied with the packing of Dairy Products? A. Yes ( ) B. No ( )
10).Any Suggestion regarding Packing:_______________________________________________________________ 11). Please give the opinion according to Quality of Dairy Product A. Satisfied ( ) B. Medium ( ) C. Dissatisfied ( )
12). Any Query about Quality of Dairy Product:__________________________________________________________________ 13). Are you satisfied with the weight/Quantity of Amul dairy Products? A. Yes ( ) B. No ( )
14).Are you satisfied with the price of Amul dairy Products compare to the other brand products? A. Yes ( ) B. No ( )
15).How far a Purchase place from your house?
A. Near ( ) B. Far Away ( ) 16). Please give the opinion according to behavior of dealer; A. Satisfied ( ) B. Medium ( ) C. Dissatisfied ( )
17).Any Suggestion regarding the behavior of dealer:__________________________________________________________________ 18).Are you find any difficulties while purchasing the dairy products? A. Yes ( ) B. No ( )
If yes than which type: ______________________________________________________ 19).Do you complain if any defect in the dairy products? A. Yes ( ) B. No ( ) If yes then to whom? Dairy ( )
seller ( )
20). Do you expect to get any other Dairy product from Amul Dairy? Name:-_________________________________________ Quality:-________________________________________ Quantity:-_______________________________________
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