Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”

8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”

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A

Project Study ReportOn

Training Undertaken at

SARAS DAIRY, ALWAR(Alwar Zillah Dugdh Utpadhak Sahkari Sangh Ltd. Alwar)

Titled

“CUSTOMER RELATIONSIP MANA!EMENT"

Su#$itted in partial %ul%ill$ent %or t&e

A'ard o% degree o%

(ac&elor o% (u)ine)) Ad$ini)tration

(SESSION !!"#$$)

Su%&itt'd * # Su%&itt'd +*#

PRAMO* +UMAR SARMA MR, MILAN CA+RA-ATI

((A PT./rd O*0 (,(,A *EPT,

Final Report Page 1 of 77


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PREFACE

Someone rightly said that practical knowledge is for better t&en cla))roo$

teac&ing, And )ucce))%ul in any project i) t&e re)ult o% &ard 'ork0 rig&t

opportunity a rig&t ti$e and proper and proper guidance ,E1ery nice

'ork #eing) 'it& )y)te$atic approac& to'ard) reac&ing )ucce))%ul

co$pletion, Our 'ork 'a) not at all e2ception,

A %re)& graduate 'ould &a1e a#)olutely no idea o% t&e %unctioning o% t&e

indu)try, e 'ould pro#a#ly #e una'are a#out t&at depart$ent) and

t&eir %unctioning, e 'ould co$pletely ignorant o% t&e 'orking condition

and t&e en1iron$ent,

(e%ore joining $y )u$$er Training at AL-AR 3ILA *U!* UTPA*A+SA+ARI SAN! LT*,



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I t&oug&t t&at an eig&t 'eek training i) %utile acade$ic re4uire$ent ,(yt&e ti$e I co$pleted $y training I Under)tood &o' i$portant 'a) %or anM(A )tudent to do 1ocational training,

Acknowledgement

I express my sincere thanks to my project gide !r" #kram $han for giding me right from the inception till the sccessfl completion of the project" I sincerely acknowledgement her for extending their %alable gidance& spport for literatre& critical re%iew of project andthe report and abo%e all the moral spport she had pro%ide to me with

all stages of this project"

I wold also like to thanks the spporting staff !r" !ahesh Sharma'company (ide& #sst" manager) marketing& Saras dairy& #lwar '#*+,SS -td")& !r" #nil $mar mathr 'depty manager&#dministration) +epartment& for their help and cooperationthroghot or project"

PRAMOD KUMAR SHARMA

Final Report Page . of 77


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DECLARATION

I hereby declare that this project work entitled “Cutome! !el"t#on$#%

m"n"gement & is my work& carried ot nder the gidance of Com%"n'

(u#de M!) M"$e$ S$"!m" " /his report neither fll nor in part has e%er been

sbmitted for award of any other degree"

I frther declare that all the information and facts frnished in this

project report are based on my intensi%e research and finding" /hey are first

hand and original in natre" /his information is not copy it is original report"

PRAMOD KUMAR SHARMA



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E*ecut#+e Summ"!'

E"c$ d"' # " new le"!n#ng e*%e!#ence "nd o w" t$e c"e du!#ng m'

E*ecut#+e T!"#n#ng) E+e!' d"' I le"!nt omet$#ng new) Du!#ng m' t!"#n#ng

I le"!nt t$e ,ollow#ng t$#ng-

./ F#!t "nd ,o!emot I le"!nt to %!"ct#c"ll' "%%l' t$e knowledge g"#ned

t$!oug$ t$eo!' cl"e "nd 0!#dge t$e g"% 0etween "c"dem#c

#nt#tut#on "nd co!%o!"te wo!ld)

1/ Unde!tood t$e #m%o!t"nce o, 2o0 !e%on#0#l#t')

3/ How coo!d#n"t#on # m"#nt"#ned 0etween d#,,e!ent de%"!tment l#ke

m"!ket#ng4 $um"n !eou!ce4 "dm#n#t!"t#on)

5/ Le"!nt t$e w"' to #nc!e"e m#lk %!ocu!ement)

6/ Unde!tood t$e d#t!#0ut#on netwo!k "do%ted 0' S"!")7/ Unde!tood $ow t$e m"n"gement kee% #t em%lo'ee "t#,#ed "nd

!et"#n t$em)

8/ T$e %!ocee t$"t t$e m#lk %"e t$!oug$ 0e,o!e !e"c$#ng t$e ,#n"l

conume!)

9/ T$e %!ocee 0' w$#c$ +"!#ou m#lk %!oduct l#ke g$ee4 0utte!4 d"$#4

%"nee!4 c$$"c$4 l"#4 $!#k$"nd4 etc) "!e %!e%"!ed)

:/ Le"!nt $ow to conduct doo! to doo! #nte!+#ew) In#t#"ll' I ,elt l#g$tl'

uncom,o!t"0le conduct#ng t$e #nte!+#ew 0ut w#t$ t#me I le"!nt " lot

"nd 0ec"me +e!' com,o!t"0le conduct#ng doo! to doo! %e!on"l

#nte!+#ew)

.;/ Le"!nt to o!g"n#


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../Le"!nt to t"ke dem"nd o, S"!" %!oduct ,!om +"!#ou t"t#on

t$!oug$ %$one o! %e!on"l cont"ct #n t$e %!ec!#0ed Pe!,o!m")

.1/ Le"!nt $ow to 0u#ld " good !"%%o!t w#t$ t$e t",,) I w" +e!'

ucce,ul #n 0u#ld#ng good !"%%o!t w#t$ t$e t",, o, t$e m"!ket#ng

de%"!tment "nd ot$e! de%"!tment o, t$e o!g"n#


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CERTIFICATE FROM THEOR(ANI>ATION

ACKNO@LED(EMENT

DECLARATION

PREFACE

EECUTIBE SUMMAR

.) INTRODUCTION )):17

A0out com%"n' =Com%"n' P!o,#le/

A0out To%#c

1) OGECTIBE))))))))18

5) DATA ANALSIS ))193.

6) FINDIN(S 3136

M#lk P!oduct M"nu,"ctu!e

M#lk P!ocu!emnt C$"!t

L#?u#d M#lk S"le

Tu!n O+e! C$"!t

7) TASKS37 8)TAR(ETS39

9) STRATE(3:

:) MARKET SURBE)5;57

.;) SURBER RESULT)58

..) DEPARTMENT OF SARAS DAIR)6;69

.1) LEARNIN( IN THE EECUTIBE TRAININ())6:7.

.3) S@OT ANALSIS71



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.5) CONCLUSION)7375

.6) LIMITITION 7677

.7) SU((ESTION78

.8)UESTIONNAIRE7985

.9)AREBIATION86

.:)ILIO(RAPH)))87



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INTRODUCTION OF SARAS =A>DUSS LTD)/

Alw"! D"#!' # " d"#!' !eg#te!ed unde! R"2"t$"n

coo%e!"t#+e "ct "nd # owned 0' t$ou"nd o, #t m#lk %!oduce!

mem0e!) It wo!k on wo!ld ,"mou Amul %"tte!n) A "ll ot$e!

coo%e!"t#+e d"#!#e4 Alw"! D"#!' # " %"!t o, t$!ee t#e! t!uctu!e

#)e) D"#!' coo%e!"t#+e oc#et' "t +#ll"ge le+el w$#c$ ,o!m d#t!#ct

le+el m#lk %!oduce! un#on w$#c$ "!e ,u!t$e! ,ede!"ted #n t"tele+el ,ede!"t#on) All t$!ee ent#t#e "!e "utonomou "nd l#nked to

e"c$ ot$e! 0' %!o+##on o, t$e#! 0'e l"w)

Alw"! >#l" Dugd$ Ut%"d"k S"$"k"!# S"ng$ Ltd)4 Alw"!

=A>DUSS Ltd)4 Alw"!/ # " coo%e!"t#+e o!g"n#


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CHAIRMAN M!) R"m P$"l (u!2"!

MANA(IN( DIRECTOR M!) R)K T!#$"l

ESTALISHMENT EAR

IN AL@AR

.:81

EMPLOEES Pe!m"nent em%lo'ee .:8

Cont!"ct l"0o! .6;

CERTIFICATION ISO :;;.1;;;

IS .6;;; =HACCP Food S",et' M"n"gement

S'tem/

NO OF RE(ISTERED

COOPERATIBE

SOCIETIES

8:6

PRODUCTS Full c!e"m m#lk4 toned m#lk4 dou0le toned

m#lk4 k#m m#lk4 d"$#4 %"nee!4 g$ee4 c$$"c$4

l"#4 $!#k$"nd

NE@ PRODUCTS Icec!e"m "nd o,t' to 0e l"unc$ed oon

ADDRESS G"#%u! Ro"d4 Alw"! 3;.;;. R"2"t$"nJ

TELEPHONE =;.55/18;1755=Cutome! c"!e/4 18;.;.;4

1333:17FA =;.55/1351:16

EMAIL !cd,"lw.2%."nc$"!net)#n

TURN OBER =1;;8;9/ ::).6 C!o!e



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UNDERSTANDIN( ISO:;;.1;;; AND HACCP

Int!oduct#on

#doption of IS64555 and 8#99P standards for an organi:ation are order of

the day and need of the time to be on competiti%e edge in the Food Indstry"

It demonstrates the ability of dairies of Rajasthan 9ooperati%e +airy Federation

to satisfy the needs of its cstomers and interested parties"

/oday& almost all the major nions of R"9"+"F" are certified nder IS6 4551

2555 and 8#99P& integrated ;ality and food safety management systems"


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A 'tem4 w$#c$ #dent#,#e4 e+"lu"te "nd cont!ol $" 4"5> ? and 1 litre

Tonedm#lk

/aa:a @le Rs"14=litr e ."5> 3"> ? and 1 litre

Dou0le

toned m#lk

Smart Aellow Rs"17=litr e

1"> 4"5> ? and 1 litre

Sk#m m#lk -ite Prple Rs"1=litr e

5"> 3"> ? and 1 litre



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FRESH MILK PRODUCT OF SARAS DAIR

P!oduct P"ck#ng P!#ce

Chhach plain 55 ml Rs"3

Chhach namkeen 25 ml Rs"

Lassi 25 ml Rs"7

Paneer 255 gm and 1 kg Rs"2 and Rs"1.5

Ghee ? litre and 1 litre Rs"42 and Rs"135

Dahi 255 gm cp Rs"3

Shrikhand plain 155 gm cp Rs"4

Shrikhand Kesar

Pista

155 gm cp Rs"15

Final Report Page 1. of 77


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COMPAN PROFILE

Alw"! >#l" Dugd$ Ut%"d"k S"$"k"!# S"ng$ Ltd)4 Alw"! =A>DUSS Ltd)4

Alw"!/ # " coo%e!"t#+e o!g"n#


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l"#4 d"$#4 $!#k$"nd4 %"nee! "nd ot$e! m#lk %!oduct) T$e %l"nt "lo $" "

c"%"c#t' to %"ck 1)6; l"k$ l#t!e m#lk %e! d"')

T$e Alw"! %l"nt o, S"!" =A>DUSS Ltd)4 Alw"!/ $" 0een ce!t#,#ed unde!

#nte!n"t#on"ll' "cce%ted ?u"l#t' "nd ,ood ",et' m"n"gement 'tem #n

"cco!d"nce w#t$ ISO :;;.1;;; w#t$ HACCP) T$e o!g"n#


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PRODUCT PORTFOLIO

S"!" D"#!'4 Alw"! =A>DUSS Ltd)4 Alw"!/ %!e%"!e "nd m"!ket t$e

,ollow#ng %!oduct-

Milk =A+"#l"0le #n "nd . l#t!e %"ck/

Full c!e"m M#lk =Red/ (old It contains F#/ > and S

Toned M#lk =lue/ /aa:a It contains F#/.> and S and S

Sk#m M#lk =Pu!%le/ -ite It contains F#/5"> and S


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!arketing concept start with the consmer needs and in beha%ior in

meeting these needs" C%ery action of a person is based on needs" /he real



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ProdctG /ooth paste

hat type of tooth paste do consmer by ' gel&reglar striped)

hat brand ' national brand& pri%ate brand& generic brand)

hy do they by it ' to pre%ent ca%ities&to remo%e stains&to brighten or

whiten teeth&as a moth wash)

here do they by it ' sper market& drg stores&con%enience store)

8ow often do they se it ' when the wake p& after each meal& when

they go to bed)

8ow often do they by it ' weekly&bi weekly&monthly)

T$e tud' o, conume! 0e$"+#ou! "ttem%t to ,#nd t$e "nwe! o,

t$e ,ollow#ng ?uet#on-

"

ho constite the marketE 6ccpents

hat does the market byE 6bjects



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hy does the market byE 6bjecti%es

ho participate in byingE 6rgani:ation

8ow does the market byE 6perations

hen does the market nyE 6ccasions

here does the market byE 6tlets

)*&S& +,& +LS- C+LL&D +S .-#S -F C-/S0M&, B&*+12-0,

For the marketer that person is important who makes the bying decision & not the

one who actally makes the prchase or ses the prodct" ,nderstanding this

person helps marketers to de%elop marketing mixes and predict how targeted

cstomers will respond to them"

PSCHOLO( OF CONSUMERS

For making a sccessfl marketingprogram it is necessary for a

marketers to stdy the consmer beha%ior so that he wold know the

attitdes& intentions& desires of the cstomer"



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Customer ps3cholo!3 has the folloin! components(

Knowledge - knowledge is one type of information and on the basis of the knowledge& the psychology of cstomer de%elops" Forgi%ing knowledge of the prodct to the cstomers& promotion playan important role"

Att#tude - attitde is a state of mind or feeling" It indces a predisposition to beha%e in some way" #ttitdes are %eryimportant in explaining byer beha%ior"

Intent#on - intention means desires to do some thing" #fterknowing the intention of cstomers& the marketing programme an be formlated and can be coordinated with the prodction"

Mot#+e - it is the intergral state which directs the beha%ior of a person" Some people call it rge" @ecase of the rge& the personHs beha%ior is directed towards a particlar case"

SEBEN KES TO CONSUMER EHABIOUR



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$ey 1 9onsmer beha%ior is moti%ated"

$ey 2 9onsmer beha%ior incldes many types of acti%ities"

$ey . 9onsmer beha%ior is a process"

$ey 0 9onsmer beha%ior %aries in timing and complexity"

$ey 9onsmer beha%ior in%ol%es different roles"

$ey 9onsmer beha%ior is inflenced by external factors"

$ey 7 9onsmer beha%ior differs for different people"

UIN( MOTIBES

2/),-D0C)2-/(



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# moti%e is a dri%e or an rge for which an indi%idal seeks

satisfaction& ths& any rge mo%ing or prompting a person to prchase

decision is called a bying moti%e"

Acco!d#ng to S"+ S*&,L&K+,

“a bu3in! motive is the reason h3 a person bu3es a particular

product" 2t is drivin! force behind bu3in! behaviour and ma3 be

based on ps3cholo!ical or ph3siolo!ical ants"%

/hs a moti%e or prpose of the prchase is mental instinct" It is

imposed or created" It comes from within the man" Some of the

bying moti%es for example are food and drink& comfort to attract

opposite sex& welfare of belo%ed ones& freedom from fear and danger&

to be sperior& social appro%al to li%e longer& cleanliness& efficiency&

style and beaty& criosit etc"

SOME ACTIBITIES INBOLBED IN CONSUMER EHABIOUR



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T$#nk#ng "0out %!oduct

Diewing ads Seeing displays 6bser%ing others

B##t#ng to!e

C%alating the alernati%es

U#ng t$e %!oduct

#dd to experience /ell friends or family 9omplain to seller

D#cu#on w#t$ ,!#end

(aining information #sking opinions(i%ing ad%ice

Dec#d#ng to 0u'

hat prodctEhereE8owEhenE

D#cu#on w#t$ "le%e!on

+eciding to by hich brandE hich typeE From whomE 8ow mch to payE#rranging paymentSettling detailsStoring the prodct

Ot$e!

!ake payment!aintenancePrepare for posible


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OGECTIBES


CULTURAL

9ltral Sb cltre

Social class

CONSUMER

+C9ISI6< !#$I


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I joined Saras +airy& #lwar '#*+,SS -td"& #lwar) as an intern on 21 jly 2553"

I am working in the !arketing +epartment of Saras"

/he objecti%es of the Cxecti%e /raining at Saras +airy '#*+,SS -td"& #lwar)

areG

• /o identify the working of the organi:ation"

• /o condct an exhasti%e analysis of the marketing department"

• /o increase the sales of the prodcts that are prepared and marketed by

the organi:ation"

• /o condct an extensi%e stdy of the market place and the cstomerHs

needs"

• /o nderstand the core bsiness of the company& organi:ation chart& key

personnel in the company& manfactring nits& marketing channels&

financial policies& etc"

• /o do a comprehensi%e analysis of the company and prepare the S6/

'Strengths& eaknesses& 6pportnities and /hreats) analysis report for the

company"

• /o bild a good rapport with the companyHs staff"

• /o nderstand the organi:ational strctre and the top management team

inclding the 9hairman& !anaging +irector and the 6fficers"

• /o do a practical and li%e obser%ation of the work place"

• /o nderstand the attitdes and beha%ior of the cstomers"



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DATA ANALSIS

T"0le $ow#ng c$"nge #n %!#ce o, d#,,e!ent S"!" %!oductP!oduct P!#ce

0e,o!e

;.t A%!#l

;8

P!#ce " on

;8t$ A%!#l

;8 "nd

onw"!d

P!#ce " on

;.t M"'

;8 "nd

onw"!d

P!#ce " on

;.t Gul' ;8

"nd

onw"!d

F9! '(old) Rs"25Rs"21 perlitre

Rs"22 perlitre

Rs"2. perlitre

/oned !ilk '/aa:a) Rs"1 Rs"17 perlitre Rs"13 perlitre Rs"14 perlitre+oble /oned !ilk'Smart)

Rs"10Rs"1 perlitre

Rs"1 perlitre

Rs"17 perlitre

Skimmed !ilk '-ite) Rs"1.Rs"1. perlitre

Rs"1. perlitre

Rs"1 perlitre

(hee '1 litre) Rs"15 Rs"1 Rs"175 Rs"135

+ahi '255 g) Rs" Rs"7 Rs"3 Rs"3

Paneer '255 g) Rs"25 Rs"22 Rs"2 Rs"2Paneer '1 $g) Rs"155 Rs"115 Rs"125 Rs"1.5

-assi '25 ml) Rs" Rs" Rs"7 Rs"7

9hhach 'Plain) 55 ml Rs" Rs"7 Rs"7 Rs"3

9hhach '


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AL@AR >ILA DU(DH UTPADAK SAHAKARI SAN(H LTD)4 AL@AR

PERFORMANCE AT (LANCE

S)NO) PARTICULAR

;.;1 ;1;3 ;3;5 ;5;6 ;6;7 ;7;8

. Reg#te!ed DCS 047 .2 54 31 702 74

1 Funct#on"l DCS .3 002 0 0 44 .2

3 P!o%) DCS =CC/ . .33 00 01 02 00.

5 DCS Mem0e!$#% 433

24

217

75231 74.1 32

6 M#lk P!ocu!ement =%e!

d"'/

37"70 33"74 47"32 153"4 34" 74"0

7 R"te K( =R/ 4"43 15"77 1." 12"24 1."22 1"5

8 M#lk %"'ment

=R)L"k$/

.14 .041 03 0330 0.2 0.75

9 C#t' Su%%l' =TLPD/ 1" 13"2 24"2 ."71 7"5. 1.2"4

: M)D) Su%%l' =TLPD/ 7"71 151 100"73

10." 125"5 5

.; ($ee S"le Tot"l MT 317 2 03"0

15"7

2

3."1 401".

.. ($ee S"le =DCS/ MT 150 74 35" 25."03 21."3. 22"1

.1 C"ttle Feed S"le =MT/ .5. ... 0. ... 7551 421".

.3 Tu!n O+e! =R) C!o!e/ ." 4"7 4."77 4".. 4"3 44"1

10 Net P!o,#t =R) L"k$/ 0"10 4"0. 7" 3"33 2"2 7"0



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T"0le $ow#ng S"!" M#lk Su%%l' o, Alw"! C#t' w#t$ %e!cent"ge

Mont$ ;; ;.;1 (!o) ;.;1 ;1;3 (!o) ;1;3 ;3;5 (!o)

A%! 152 4733 0"4 4733 15210 0". 15210 1.540 23"25

M"' 47 15400 12"17 15400 1240 13"24 1240 1.01 13"5

Gun 42 432 2"2 432 113. 13"0 113. 135 0."3

Gul 150 447 0"05 447 12545 21"25 12545 17110 01"

Aug 150 1523. 1"02 1523. 11.22 15"15 11.22 10 .3"2

Se% 4.. 152 4"3. 152 4345 ." 4345 1.3 "5

Oct 741 3.1 "75 3.1 443 14"02 443 1..5 ."5

No+ 4 7313 1"75 7313 3303 1."17 3303 11777 .."15

Dec 33 7.24 20"3 7.24 301 1".1 301 1532 2"05

G"n 7. 35 13"75 35 327 21"5 327 15232 20"2

Fe0 45 35. 1"74 35. 471 25"5 471 11.7 17"57

M"! 723 3473 2.".2 3473 1537 25"4. 1537 1241 1"47

Tot"l 155 1530 125 15301 120277 135 120277 1010 .33

A+g) 3. 45.3 3 45.3 15. 1 15. 1.713 .2

Final Report Page .5 of 77


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Mont$ ;3 ;5;6 (!o) ;5;6 ;6;7 (!o) ;6;7 ;7;8 (!o)

A%! 1. 10131 3".5 10131 103. ."0 103. 133 23"01

M"' 1 1.13 5"1 1.13 133 21"37 133 1447 7"55

Gun 1 13 1"03 13 13.71 15"4 13.71 25333 1."75

Gul 17 12. 3"71 12. 137 7"45 137 2143 .5"2

Aug 1 10.7 3"24 10.7 17152 14"12 17152 1472 10"00

Se% 1 12.42 20"24 12.42 1775 27"2 1775 25357 .1"40

Oct 1. 1.55 ."33 1.55 1174 1"72 1174 13147 14"33

No+ 11 15323 3"5 15323 1052 24". 1052 102 17"3

Dec 15 15253 0"00 15253 1.177 24"54 1.177 1512 21"1

G"n 15 15357 "11 15357 1..2 2." 1..2 1274 21"42

Fe0 11 1105 2".. 1105 1201 .5"40 1201 135.0 13"..

M"! 12 10115 12"5 10115 1.10 3". 1.10 134. 21"01

Tot"l 1 1453 .1 14537 137705 224 137705 22712 207

A+g) 1. 1.22 . 1.22 10 13 10 2514 25

FI


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;

6;;

.;;;

.6;;

EAR

H T ) I N M ) T )

(HECSMP

@MP

(HEE 81; 789 7;8 7.1 865 ..71

SMP 1;8 .31 .1 153 3:: ...9

@MP 1:; 351 166 9; .:8)6 .66

1;;1;3 1;;3;5 1;;5;6 1;;6;7 1;;7;8 1;;8;9


MILK PRODUCT MANUFACTURE



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;

.;

1;

3;

5;

6;

7;

8;

9;

:;

EAR

H T ) ; ; ; 4 K g

1;;1;31;;3;5

1;;5;6

1;;6;7

1;;7;8

1;;8;9

Se!#e 6:)6: 71):8 77)11 8;)19 87):3 91)77

1;;1;3 1;;3;5 1;;5;6 1;;6;7 1;;7;8 1;;8;9


MILK PROCUREMENT

Final Report Page .. of 77


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;

1;

5;

7;

9;

.;;

.1;

.5;

EAR

; ; ; Q L I T P E R D A

1;;3;51;;5;6

1;;6;7

1;;7;8

1;;8;9

Se!#e .9)7 1:)67 36)9. 78);3 .31)7:

1;;3;5 1;;5;6 1;;6;7 1;;7;8 1;;8;9


LIUID MILK SALE



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T"k

T$e t"k %ec#,#ed 0' t$e SIP Com%"n' =A>DUSS Ltd)4 Alw"!/"!e-

/o condct a comparati%e stdy of the growth of Saras'#*+,SS -td"& #lwar) for three consecti%e years"

/o condct sr%ey of Saras parlors and booths to know their

problems and sort them ot" /o get feedback from Saras parlorsand booths"

/o get feedback from cstomers and find their problems&satisfaction le%el& take their sggestions and help #*+,SS -td"&#lwar to implement those sggestions"

/o take responses from people who do not se Saras prodcts

and find the answer to the ;estion& Jhy they are not singSaras prodctsK"

/o jdge the satisfaction le%el of the employees of #*+,SS-td"& #lwar"

/o do entries of daily spply in the spply register"

/o take demand of %arios Saras prodcts from parlor=boothowners and distribtors throgh phone or personal contact in the prescribed proforma"



37/77

T"!get

)

“T"!get # de,#ned " go"l w$#c$ $" to 0e ,ul,#lled

"nd ound com%ul#+ene)& @#t$out ett#ng t"!get #t #

d#,,#cult ,o! "n'0od' to "c$#e+e $#$e! o02ect#+e)&

T$e t"!get t$"t we!e et ,o! me du!#ng t$e t!"#n#ng "!e-

• /o make maximm people aware of Saras""

• /o increase the sale of Saras prodcts"

• /o implement hman resorce management

techni;es to increase the satisfaction le%el of the

employees of #*+,SS -td"& #lwar"

• /o inter%iew 55 homes to know their %iews and

opinions abot Saras prodcts"



38/77

+ring the corse of my training at Saras dairy '#*+,SS -td"&

#lwar) I was assigned many tasks and targets" In this section I present

the targets and tasks in a tablar form"

T"!get "nd T"k A#gned to me

S

NO)

TAR(ETSTASKS DATE

.

.)

/o condct Sr%ey of 55 people 2th jly 2553 to 25th #g" 2553

3

1)

/o sr%ey 4 parlors and 21 booths 21th #g" 2553 to 2th Sept" 2553

5

3)

/o take demand from %arios

stations

6

5)

9ollected secondary data from

%arios departments

(ot information abot milk

procrement& -i;id milk sale& trn

o%er 7

6)

Inter%iewed the !anaging +irector

of the organi:ation

0 Sept" 2553

St!"teg'



39/77

# marketing strategy is a process that can allow an

organi:ation to concentrate its 'always limited) resorces onthe greatest opportnities to increase sales and achie%e a

sstainable competiti%e ad%antage"

# marketing strategy is most effecti%e when it is an

integral component of corporate strategy& defining how the

organi:ation will engage cstomers& prospects andcompetitors in the market arena for sccess" It is partially

deri%ed from broader corporate strategies& corporate missions&

and corporate goals" /hey shold flow from the firmLs mission

statement" /hey are also inflenced by a range of micro

en%ironmental factors"

ANALSIS OF PERFORMANCE BS) TAR(ET



40/77

I started my SIP training at Saras dairy '#*+,SS -td"& #lwar) on 21

jly2553was gi%en the responsibility of sr%eying 215 booths& 4 parlors"

I was asked to increase awareness abot Saras prodcts amongst the general

pblic by organi:ing plant %isits for them" For this I organi:ed plant %isit for

many people"

#nother task assigned to me was to be a part of the milk testing camps

organi:ed by the marketing department of Saras '#*+,SS -td"& #lwar)" For

this we went to %arios locations of #lwar city and tested the milk samples

broght by the general pblic" e pro%ided them instant reslts and explainedthem the ad%antages of sing Saras prodcts" !any of them were con%inced

that Saras prodcts are better as compared to the prodcts pro%ided by local

%endors" /his has increased the sale of Saras prodcts& specially milk"

S)No)F"cto! T"!get

Pe!,o!m"nc

eB"!#"nce Re"on

.) +oor to door sr%eys

55 55


41/77

AIM

In m"!ket u!+e' ou! "#m # to ,#nd out "n' %o#0le t"!get m"!ket ,o! "!"

#n TIGARA o! HIBADI #nc!e"e t$e no o, cutome! o! know t$e#!

"t#,"ct#on le+el

METHOD OF SURBE

Surve3 ,esearch

Research is the search for& and retrie%al of& existing& disco%ery

or creation of new information or knowledge for a specific prpose"

Research has many categories& from medical research to literary

research" !arketing research is a form of bsiness research"

# sr%ey research is defined as the method of collecting

information by asking a set of pre formlated ;estions in a

predetermined se;ence in a strctred ;estionnaire to a sample of

indi%idals drawn so as to be representati%e of a defined poplation"

METHODS OF CONDUCTIN( SURBERS



42/77

Pe!on"l Inte!+#ew- Personal inter%iews are characteri:ed

by the presence of for entities i"e" the researcher& the

inter%iewer& the inter%iewee and the inter%iew en%ironment"

Tele%$on#c Inte!+#ew- /elephonic inter%iews are jdged as

one of the best costeffecti%e alternati%es to facetoface

inter%iews and mail sr%eys"

Sel,"dm#n#te!ed Inte!+#ew- Self administered inter%iew

is an inter%iew in which the ;estionnaire is filled ot withot

the inter%ention of an inter%iewer"

M"#l Su!+e'- !ail sr%ey is a sr%ey where ;estionnaire is

sent to the ;alified respondents by email"

Met$od o, u!+e' !ee"!c$ ued 0' me- Pe!on"l Inte!+#ew

=Doo! to Doo! Inte!+#ew/



43/77

Re"on ,o! C$oo#ng Pe!on"l Inte!+#ew-

I chose the personal inter%iew method for sr%ey research de to the following

reasonsG

1) Feed0"ck O%%o!tun#t#e- In face to face inter%iew& dobts of the

inter%iewee can be clarified" #lso the respondent can be assred

confidentiality"

2) P!o0#ngG /he inter%iewer in a personal inter%iew can explore the

respondent for complex answers" /he detailed information so obtained is

%ery sefl to the researcher"

.) Lengt$ o, Inte!+#ew- /he length of inter%iew is better in personal

inter%iews" In a personal inter%iew& chances of the respondents answering

all the ;estions are greater as compared to other nonpersonal sr%ey

methods" Personal inter%iews lead to impro%ement in the ;ality of

responses"

CONCLUSIONS



44/77

Peo%leQ o%#n#on "0out D"$#

37

.9

.9

.6

.3

L#ke +e!' muc$

l#ke omew$"t

neut!"l

d#l#ke omew$"t

d#l#ke +e!' muc$

T$e ,ollow#ng %#e c$"!t $ow t$e o%#n#on "0out +"!#ou S"!" %!oduct)

F#gu!e .

F#gu!e 1



45/77

Peo%leQ o%#n#on "0out L"#

55

15

9

.5

.;

L#ke +e!' muc$

l#ke omew$"t

neut!"ld#l#ke omew$"td#l#ke +e!' muc$

Note- /he graph only shows the opinion of the people I sr%eyed and not of the

general pblic"

+ring the training my major work was to condct booth=parlor sr%eys and

cstomer sr%eys" !y efforts ha%e benefited the company '#*+,SS -td"&

#lwar) in the following waysG

I sr%eyed Saras parlors and booths and tried to find ot the problemsfaced by the booth=parlor owners"

/he problems faced by the booth=parlor owners wereG



46/77

/hey did not get timely spply of prodcts from Saras dairy"

/hey did not recei%e co%er stands and straws to ser%e the cstomers

better"

" I con%eyed these problems to the !anaging +irector of #*+,SS -td"&#lwar"

8e immediately took action after recei%ing my feedback"

/his has reslted in timely spply of material to the booth and parlorsand co%er stands and straws were also pro%ided to them"

#fter these actions were taken& cstomers started getting better facilitiesand this enhanced the goodwill of the company '#*+,SS -td"& #lwar)"

I also inter%iewed the staff of the marketing department to jdge their satisfaction le%el" It pro%ed %ery beneficial to the head of theorgani:ation& the !anaging +irector& as he came to know the satisfactionle%el of the employees of his organi:ation and the action he needs to taketo keep his staff completely satisfied so that they can work well for the

betterment of the organi:ation and remain loyal towards the organi:ation



47/77

Su!+e' !eult o, 1.5 %eo%le on 1. = : oot$P"!lou!

.;1

59

73

1:

36

.7>

.1

71

.

H#g$l' "t#,#ed

Be!' muc$ "t#,#ed

F"#!l' "t#,#ed

Un"t#,#ed

H#g$l' un"t#,#ed

SURBE RESULT

Du!#ng t$e cou!e o, SIP t!"#n#ng I conducted u!+e' o, : S"!" %"!lou!4

1;6 0oot$) T$e !eult o, t$e u!+e' "!e %!eented g!"%$#c"ll' " ,ollow-

5



48/77

S)No)F"cto! T"!get

Pe!,o!m"nc

eB"!#"nce Re"on

.) +oor to door sr%eys

55 55


49/77

M' o0e!+"t#on "0out +"!#ou S"!" %!oduct w#t$

!e%ect%eo%le l#k#ng

P!oduct M' o0e!+"t#on

E*cellen

t

Be!'

(ood

(ood Poo! Be!'

Poo!

F9! '(old) M

/oned !ilk '/a:a) M

+oble toned milk'Smart)

M

Skimmed milk '-ite) M(hee M

+ahi M

Paneer M

-assi M

9hhach 'Plain) M

9hhach 'DUSS LTD)4

AL@AR/



50/77

M"!ket#ng De%"!tment

Acco!d#ng to Pete! D!ucke!& J/he aim of marketing is to make sellingsperflos"K

M"!ket#ng de%"!tment # one t$e mot #m%o!t"nt de%"!tment #n e+e!'

o!g"n#


51/77

Incenti%e schemes to dealers

9onsltancy and hiring of marketing agency

8oardings

(low sign board

(ift hampers

@anners

#d%ertisement throgh local cable

all paintings

Hum"n Reou!ce De%"!tment



52/77

8man resorce is the most %alable asset for any organi:ation" # hman

resorce manager is responsible to bild p an effecti%e workforce& handle the

expectations of the employees and make sre that they perform at their best" In

management hman resorce management deals with people" Cach and e%ery

organi:ation consists of people and an organi:ation has to tili:e their ser%ices&

de%elop their skills& moti%ate them& and make sre that they remain committed

towards the organi:ation to achie%e the goals of the organi:ation"

Acco!d#ng to '"! "nd Rue “Hum"n Reou!ce M"n"gement encom%"e

t$oe "ct#+#t#e de#gned to %!o+#de ,o! "nd coo!d#n"te t$e Hum"n

!eou!ce o, "n O!g"n#


53/77

• /ermination of ser%ice of confirmed employee

• Sperannating and retirement

• 6ption to retire in certain cases

• Re;irement of medical examination

• Retirement on medical gronds

• +ate of retirement



54/77

O%e!"t#on De%"!tment

/he operations department defines the working of the organi:ation"

P!ocee- T$e te% ,o! %!e%"!"t#on o, +"!#ou %!oduct "!e " ,ollow-

P!oce o, m"k#ng ($ee

Pasteri:er

9ream Separator '/o separate cream from milk)

9ream /ank '/o collect the cream)

@tter 9hrn'here the cream is chrned to make btter)

!elting Dat'/he btter is melted in !elting Dat)

(hee $ettle'/he melted btter boils in ghee kettle)

'/his ghee is collected and stored in settling tank)

Packing +epartment'here the ghee is packed in 1 litre and ? litre packs)



55/77

Pl"#n C$$"c$-

/his is pasteri:ed milk which contains ."1> fat and 3"> S crd is added" It is

dilted by 05> +/!" /his is packed in 55 ml packets and spplied to the

market for sale"

N"mkeen C$$"c$-

In plain chhach %arios ingredients like 5"> salt& 5".> jeera& 5"1> rock salt

and 5"1> pepper is added to make namkeen chhach and packed in 255 ml packets and spplied to the market for sale"

L"#-

In plain chhach 12> sgar is added to make lassi and packed in 255 ml packets

and spplied to the market for sale"

P"nee! Segment-

Final Report Page of 77


56/77

M#lk ,!om SILO

P"nee! B"t

=In t$# B"t t$e m#lk cont"#n FAT 6); "nd SNF :);)/

T$e m#lk 0o#l #n %"nee! +"t "t 9; deg!ee celc#u "nd 1 c#t!#c

"c#d # "dded #n t$# m#lk to e%"!"te FAT4 SNF "nd w"te!

P"nee! Hook =T$en cu!ded m#lk # %!eed #n %"nee! $ook ,o! 56 m#nute4 t$en t$#

%"nee! # %ut #nto c$#lled w"te! "t 6 deg!ee celc#u/

P"ck"g#ng De%"!tment=He!e t$e %"nee! # %"cked #n . K( "nd 1;; gm ,o! "le/

F"c#l#t#e-

Saras +airy& #lwar '#*+,SS -td"& #lwar) pro%ided the following facilities

dring operationsG

1) Safety for workers

2) !edical facility

.) First aid facility

F#n"nce De%"!tment



57/77

Financial !anagement is defined as making a%ailable the re;ired fnds at an

acceptable cost and making sre that the fnds are sitably in%ested according

to the plan" /his task is performed by the Finance !anager of the organi:ation"

C"%#t"l St!uctu!e T$eo!#e

/he two sorces of long term finance for a firm are

1) &4uit3 Capital( 5 C;ity capital is the ownerHs own capital in%ested in the

bsiness"

2) Debt Capital( 5 +ebt capital is the capital raised from other sorces which

is in%ested in bsiness"

#rrange finances throgh loans from I9I9I and 8+F9" Carlier loans were taken

from #lwar (ramin @ank"

Final acconts are maintained yearly"

+aily transactions are maintained in one day bsiness"

@dget is prepared by the #cconts +epartment"



58/77

F#n"nc#"l R"t#o An"l'#

Ratio analysis is a widely sed tool of financial analysis" It can besed to compare the risk and retrn relationship of a firm of different

si:es" It is defined as the systematic se of ratio to interpret the

financial statements so that the strengths and weaknesses of a firm as

well as its historical performance and crrent financial condition can

be determined" /he term ratio refers to the nmerical or ;antitati%e

relationship between two items=%ariables"

Ratio analysis is a systematic se of ratios to interpret the

performance and stats of the firm"

Cu!!ent !"t#oG /his ratio re%eals the relationship between crrent

assets and crrent liabilities"9rrent ratio N crrent assets = crrent liabilities

u#ck !"t#o "c#d tet !"t#oG /he acid test ratio is the ratio between

;ick crrent assets and crrent liabilities and is calclated by

di%iding the ;ick assets by the crrent liabilities"

Oick ratio N Oick assets = crrent liabilities



59/77

Le"!n#ng #n t$e E*ecut#+e T!"#n#ng

Cach day is a new learning experience and so was the case dring my Cxecti%e

/raining" C%ery day I learnt something new" +ring my training I learnt the

following thingsG

First and foremost I learnt to practically apply the knowledge gained

throgh theory classes and bridge the gap between academic instittion

and corporate world"

,nderstood the importance of job responsibility"

8ow coordination is maintained between different departments like

marketing& hman resorce& administration"

-earnt the ways to increase milk procrement"

,nderstood the distribtion network adopted by Saras"

,nderstood how the management keeps its employees satisfied and retain

them"

/he processes that the milk passes throgh before reaching the final

consmers"

/he processes by which %arios milk prodcts like ghee& btter& dahi&

paneer& chhach& lassi& shrikhand& etc" are prepared"



60/77

/he marketing strategies adopted by Saras +airy& #lwar '#*+,SS -td"&

#lwar)"

-earnt how to condct door to door inter%iews" Initially I felt slightly

ncomfortable condcting the inter%iews bt with time I learnt a lot and

became %ery comfortable condcting door to door personal inter%iews"

-earnt to participate in milk testing camps and test the milk sample

for prity

-earnt to organi:e plant %isit for %isitors"

-earnt to take demand of Saras prodcts from %arios stations throgh

phone or personal contact in the prescribed proforma"

-earnt how to bild a good rapport with the staff" I was %ery sccessfl in

bilding good rapport with the staff of the marketing department and

other departments of the organi:ation as well"

I worked as an intern in Saras dairy '#*+,SS -td"& #lwar) which processes

and markets milk prodcts which are ;ickly perishable" /herefore the

marketing strategy of Saras is %ery different from others" In this type of

organi:ation it is necessary to maintain a balance between demand and spply

and I learnt %ery well how to maintain a balance between demand and spply"



61/77

“SO, INSIST ON SARAS MILK JUST !!!!!

BECAUSE ONLY SARAS MILK GIVES YOU

TRUE VALUE FOR YOUR MONEY.

IT IS PURE, FRESH, NUTRITIOUS, HYGIENIC AND CREAMY.”



62/77

S@OT ANALSIS OF SARAS DAIR =A>DUSS Ltd)4 AL@AR/

STREN(THS

/he prodcts are %ery pre

/he prodcts areextremely hygienic /he plant is IS6 4551

2555 and 8#99Pcertified

@EAKNESSES

-ow a%ailability of rawmilk

+ependence on farmers Redced milk spply insmmers

OPPORTUNIT

!ilk is an essentialcommodity which e%ery body ses"

/here is no competitor of packed milk in #lwar"

THREATS

!ilk can be prodcednot manfactred" /here is always a

possibility of acompetitor entering themarket"

CONCLUSION



63/77

Du!#ng t$e two mont$ o, m' t!"#n#ng "t S"!" D"#!' =A>DUSS

Ltd)4 Alw"!/ "nd t$e u!+e' I conducted t#ll d"te4 I !e"c$ed t$e

,ollow#ng conclu#on-

1) Saras '#*+,SS -td"& #lwar) is a %ery large and repted organi:ation and

it gi%es me immense pleasre and satisfaction to be associated with sch

a repted organi:ation"

2) /he organi:ation maintains state of the art ;ality and hygiene standards"

.) # coin has two sides and it holds tre for e%ery organi:ation& no matter how large or repted it is& there are always some small shortcomings

along with the pls points of the organi:ation and Saras is no different"

0) Prices of Saras prodcts ha%e been hiked three times dring my SIP" I

obser%ed that de to fre;ent price hike people are losing faith in Saras

and they think that Saras is %ery nreliable and has no consistency in price" /his factor has reslted in fall in sales"

) !any people do not ha%e faith in Saras prodcts" /hey still belie%e that

the prodcts made by the local dairies are better"

) Some people feel that Saras prodcts possess bad smell and thatHs whythey donHt se Saras prodcts"

7) Saras parlors=booths also face problems becase sometimes there is no

timely spply of prodcts to them" /hey recei%e the prodcts late in the

day and then these prodcts ha%e to be sold the next day" People do not

accept sch prodcts"



64/77

3) People belie%e that the Saras prodcts are costly"

4) +ring the corse of cstomer sr%ey I also fond the general pblicHs

opinion abot different Saras prodcts"

LIMITATIONS

• #ny research in any field topic gi%es some new reslts& disco%ering newareas etc" bt there are always some limitations thereof"

• /he limitations that I came across dring the corse of my training atSaras '#*+,SS -td"& #lwar) areG

• Response @iasG Sometimes the respondents consciosly or nconscioslymisrepresent the trth& and then it amonts to response bias"



65/77

•


66/77

.) Non "+"#l"0#l#t' of personG In some cases the person is not present at

home"

0) De%endence on !e%ondent +#ewG /he data collected is totally

dependent on respondentsH %iews& which cold be bias in natre"

) D#,,#cult to !ec"llG It is not possible and economically %iable to re%isit a

person who was not present at home"

) L"ck o, educ"ted "nd coo%e!"t#+e !e%ondentG Personal inter%iews are

sccessfl only when the respondents are edcated"

T$e l#m#t"t#on t$"t S"!" D"#!' come "c!o "!e-

1) -ow a%ailability of raw milk in smmers"

2) +ependence on milk prodcers"

.) +ependence on monsoons"

0) !ilk can be prodced not manfactred"

Increasing competition in dairy indstry"

SU((ESTION

8ome deli%ery facility shold be pro%ided"

Increase in ad%ertisement and pblicity"

!oti%ation programme for booth and parlor owners"

#ll information regarding Saras dairy and its prodcts shold be a%ailable on

internet"

/he policy that an organi:ation mst follow in order to rn sccessflly is



67/77

Cmployee identification card shold be pro%ided to employees of Saras"

(ood coordination between marketing department and booths parlor

owners

Inspection and fre;ent check of booths and parlors"

uet#onn"#!e De#gn

# ;estionnaire is a set of ;estions to be asked from respondents in

an inter%iew& with appropriate instrctions indicating which ;estions

are to be asked& and in what order" Oestionnaires are sed in %arios

fields of research like sr%ey research and experimental design"

Oestionnaire design is a %ital isse in inter%iewing" # properly

designed ;estionnaire can tap the necessary information from the



68/77

respondent" /herefore& researchers always design a tactfl set of

;estions to probe and prompt the inter%iewee to gi%e sefl answers"

Oestionnaires fall nder %arios categories& sch as strctred&

nstrctred& disgised and ndisgised"

T$e ?uet#onn"#!e con#t o, two t'%e o, ?uet#on-

-pen &nded 6uestions

Close &nded 6uestions

Fo!m"t o, ?uet#onn"#!e ued #n doo! to doo! u!+e'

+ear Respondents&

I #khalesh kmar gpta& !@# stdent of Rajasthan /echnical ,ni%ersity

condcting a sr%ey of the %arios prodcts of the #lwar +airy& sch as -assi&

9hhach& +hai& 9heese& Shrikhand& other milk prodcts which are a%ailable in

the local market"

#lwar +airy has itHs name for the ;ality prodcts& it in yor ser%ice since 147

It wold be gratefl if yo cold fill p the following ;estions in this regard&

all the information spplied by the respondents shall be kept confidential"

ou!


69/77

PhoneG QQQQQQQQQQQQQQQQQQ"CmailG QQQQQQQQQQQQQQQQQQ"

@$#c$ "ge g!ou% do 'ou 0elong-

'a) 15 25

'b)21.5

'c) .55

'd)5 abo%e

Occu%"t#on-'a) (o%ernment Cmployee

'b)@siness

'c) #gricltre

'd) 6ther 'Pls" Specify) QQQQQ

Income (!ou%G'a) ,p to Rs"15&555

'e) @etween Rs"15&555 2&555

'f) @etween Rs"2&555 5&555

'g)#bo%e Rs"5&555

).) @$#c$ %!oduct=/ o, Alw"! D"#!' 'ou "!e u#ng "t %!eent

P!oduct

-assi

9hhach

+hai

9heese

Shrikhand

@tter



70/77

(hee

!ilk

)1) How would 'ou !"nk t$em #n te!m o, %!#ce P!oduct H#g$l' P!#ced (ett#ng +"lue ,o! Mone'

-assi

9hhach

+hai

9heese

Shrikhand

@tter (hee

!ilk

)3) How would 'ou !"te t$em #n te!m o, =u"l#t'/ ,!e$e!

P!oduct F"#! (ood Be!'(ood E*cellent

-assi

9hhach

+hai

9heese

Shrikhand

@tter

(hee

!ilk

)5) How 'ou l#ked t$e t"te)%!oduct #n te!m o,

P!oduct F"#! (ood Be!'(ood E*cellent)

-assi



71/77

+hai

9heese

Shrikhand

@tter

(hee

!ilk

)6) How 'ou l#ked t$e %!oduct #n te!m o, %"ck"g#ng)

P!oduct F"#! (ood Be!'(ood E*cellent-assi

9hhach

+hai

9heese

Shrikhand

@tter

(hee

!ilk

)7) @$"t 'ou t$#nk t$e %"ck #


72/77

(hee

!ilk

)8) How o,ten 'ou t"ke t$ee %!oduct

P!oduct Once " week Tw#ce " week T$!#ce " week D"#l'

-assi

+hai

9heese

Shrikhand

@tter(hee

)9) @$e!e do 'ou get t$ee %!oduct)

P!oduct M#lk "! M#lk oot$ Ne"! 0' Ret"#le!

-assi

!ilk

+hai

9heese

Shrikhand

@tter

(hee

!ilk

):) @$"t 'ou "' "0out t$e "+"#l"0#l#t' o, t$ee %!oduct

P!oduct Alw"' Not "lw"' R"!el'



73/77

-assi

!ilk

+hai

9heeseShrikhand

@tter

(hee

!ilk

).;) How 'ou $"+e t$ee %!oduct)

P!oduct D!#nk#ngD#!ect Int"ke Ot$e! %u!%oe =S%ec#,'/

-assi

9hhach

+hai

9heese

Shrikhand

@tter

(hee

!ilk

)..) T$e ,"cto! t$"t 'ou m"' con#de! w$#le 0u'#ng " %!oduct" =R"nk t$em #n o!de! o, %!#o!#t'/

Price Freshness of prodct 6%er all ;ality @rand


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).1) I t$e!e # "n' com%l"#n !eg"!d#ng t$e %!oduct "0out

/aste

Freshness

Price

Pack" Si:e

9leanliness

Fla%or

#ny other 'please mention) QQQQ

).3) @ould 'ou l#ke to g#+e 'ou! +"lu"0le ugget#on !eg"!d#ng

t$e #m%!o+ement #n t$e %!oduct o! !eg"!d#ng t$e %"ck"g#ng o!

"n' ot$e!) Ple"e ,eel ,!ee to tell me)

QQQQQQQQQQQQQQQQQQQQQQQQQQQ

QQQQQQQQQQQQQQQQQQQQQQQQQQQ

I dee%l' t$"nk to 'ou ,o! g#+#ng me 'ou! uc$ " +"lu"0le t#me)

= Ak$"le$ kum"! gu%t" /

AREBIATIONS



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A>DUSS))))))))))))))))))Alw"! >#l" Dugd$ Ut%"d"k S"$"k"!# S"ng$ Ltd)4

DCS))))))))))))))))))))))))))D#t!#ct Coo%e!"t#+e Soc#et#e

F(S))))))))))))))))))))))))))F#n#$ed (ood Su%%l'

FMP)))))))))))))))))))))))))F!e$ M#lk P!oduct

HACCP)))))))))))))))))))H"


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T$e de,#n#t#on "nd d"t" ued #n t$# !e%o!t "!e com%#led ,!om t$e

,ollow#ng ou!ce-

1) /extbook on !arketing !anagement& I9!R pblication& 8yderabad

page no" 134 25"

2) /extbook on !arketing !anagement by P8I-IP $6/-CRG11th edition

page no" 150 1.5"

.) !arketing management & +r" 9"@ (pta& Sltan chand Sons

pblication& page no" 25217

0) !arketing management #n Indian perspecti%e& P"$ #garwal&

Pragati Prakashan&!eert& page no" 354

) #nnal pblication of Saras +airy& #lwar

) !IS department of Saras dairy '#*+,SS -td"& #lwar)"

7) Principles of !arketing by Philip $otler and (ary #rmstrong"

3) !arketing !anagement ' Ramaswamy or


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Documents

Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”