introduction chap iv

7/22/2019 Introduction Chap Iv

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M.E.S.M.S.P.S College Page No - 1 -

Chapter 1

Introduction

Marketing is a vast area of study; but to study marketing one has to conduct a

research on sector wise or company wise. The project is carried out to study

customer attitude towards Horlicks in Chickmagalur. The topic is more

useful for the company as it helps to find out the retention rate of acquired

customers for the company. The project helps the company to know the

customers expectations from the company towards the quality of the product

/ services. It also measures the level of satisfaction among the customer

regarding the discounts and the various offers.

Companies recognize that it is less expensive to retain customers than to

continually add new ones to replace who defect. Loyal customers value the

quality and service of the companys products and are often willing to pay

somewhat higher prices for the value provided. They are less likely to search

alternatives, thereby significantly raising the discounts that a potential

competitor must offer to attract customer attention.

Companies retain customers, in part, by consistently delivering on their

primary value proposition, but also by ensuring service quality. Customermay defect from organizations that are not responsive to requests for

information and problem solving. Companies must develop capabilities, such

as in customer service and call center units, to respond to request about

orders, deliveries and problems. These units maintain customer loyalty and


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reduce the likelihood of customer defections.

A company can measure its customer loyalty by whether customers are

spending an increasing share of their wallet on repeat purchases.

Even more valuable than customer loyalty is customer commitment, which

occurs when customers tell others of their satisfaction with the companys

products and services. Committed customers are also more likely to providefeedback to the company about problems and opportunities for improvement

than to defect to competitors when dissatisfied. Companies can measure

customer commitment by the number of suggestions made by customers, by

the number of referrals existing customers make to new customers and by the

number of new customers acquired based on such referrals. The highest form

of loyalty occurs when customers take on ownership behavior for the

companys products and services.

Some of the objectives of customer retention strategies adopted by

HorlicksChickmagalur are; providing premium customer service, creating

value added parternerships, providing excellence service and finally creating

loyal customers. The company has adopted various strategies to execute the

objectives. Some of the strategies are; adding more value to the products by

adopting the principle of Every Day Low Price, Discount up to 10% for all

the products throughout the year, providing free home delivery etc. How far

the objectives are being implemented and how far they have been able retain


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the customers is question being analyzed is in this project report.

Hence it studies the retention aspect of the product. Conducting simplerandom sampling method where the questionnaire survey is used to find out

the results

carries out the research work. So depending on their responses the sampling

design is being analyzed. Though the research work will not give the cent

percent of results; it will help the company to assess the market, form new

retention strategies and retain its key customers. The research work also

measures the effectiveness of the customer retention strategies already being

adopted by the company.

Introduction to the Study

Retailing consists of the sale of goods or merchandise from a fixed

location, such as adepartment store,boutique orkiosk,or by post, in small orindividual lots for directconsumptionby the purchaser. Retailing may include

subordinated services, such as delivery. Purchasers may be individuals or

businesses. In commerce, a "retailer" buys goods or products in large

quantities from manufacturers or importers, either directly or through a

wholesaler, and then sells smaller quantities to the end-user. Retail

establishments are often called shops or stores. Retailers are at the end of the

supply chain. Manufacturing marketers see the process of retailing as a

necessary part of their overalldistribution strategy. The term "retailer" is also

applied where a service provider services the needs of a large number of

individuals, such as apublic utility,likeelectric power.
http://en.wikipedia.org/wiki/Saleshttp://en.wikipedia.org/wiki/Department_storehttp://en.wikipedia.org/wiki/Boutiquehttp://en.wikipedia.org/wiki/Kioskhttp://en.wikipedia.org/wiki/Consumption_(economics)http://en.wikipedia.org/wiki/Commercehttp://en.wikipedia.org/wiki/Product_(business)http://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Importhttp://en.wikipedia.org/wiki/Wholesalehttp://en.wikipedia.org/wiki/End-userhttp://en.wikipedia.org/wiki/Supply_chainhttp://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Distribution_(business)http://en.wikipedia.org/wiki/Public_utilityhttp://en.wikipedia.org/wiki/Electric_powerhttp://en.wikipedia.org/wiki/Electric_powerhttp://en.wikipedia.org/wiki/Public_utilityhttp://en.wikipedia.org/wiki/Distribution_(business)http://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Supply_chainhttp://en.wikipedia.org/wiki/End-userhttp://en.wikipedia.org/wiki/Wholesalehttp://en.wikipedia.org/wiki/Importhttp://en.wikipedia.org/wiki/Manufacturinghttp://en.wikipedia.org/wiki/Product_(business)http://en.wikipedia.org/wiki/Commercehttp://en.wikipedia.org/wiki/Consumption_(economics)http://en.wikipedia.org/wiki/Kioskhttp://en.wikipedia.org/wiki/Boutiquehttp://en.wikipedia.org/wiki/Department_storehttp://en.wikipedia.org/wiki/Sales


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Shops may be on residential streets, shopping streets with few or no

houses or in a shopping mall.Shopping streets may be for pedestrians only.

Sometimes a shopping street has a partial or full roof to protect customersfromprecipitation.Online retailing, a type of electronic commerce used for

business-to-consumer (B2C) transactions and mail order, are forms of non-

shop retailing. Shopping generally refers to the act of buying products.

Sometimes this is done to obtain necessities such as food and clothing;

sometimes it is done as arecreational activity.

Context and scope of the project

Retailing is a business activity that involves selling products or

services to customers for their non-commercial, individual or family use.

Normally, retailing is the last stage of the distribution process.

The Indian retail market has undergone an immense transformation in

the post-liberalization era. Due to the wide range of products available, the

increasing purchasing power of consumers, superior supply chain

management leading to economies of scale and a world-class customer

service, the Indian retail market is witnessing tremendous growth. More is

Indias largest chain of supermarket is a very good example for the growth of

retail industry in India. As retailing is booming in India, there has been an

increase in the competition among the big retail players. This has increased

the significance of customer retention strategies. Mere acquisition of

customers is not enough for companies to survive in the market. There is a

greater need to retain the acquired customers. So there is a great scope for
http://en.wikipedia.org/wiki/Shopping_mallhttp://en.wikipedia.org/wiki/Pedestrianhttp://en.wikipedia.org/wiki/Roofhttp://en.wikipedia.org/wiki/Precipitation_(meteorology)http://en.wikipedia.org/wiki/Electronic_commercehttp://en.wikipedia.org/wiki/Business-to-consumerhttp://en.wikipedia.org/wiki/Mail_orderhttp://en.wikipedia.org/wiki/Tradehttp://en.wikipedia.org/wiki/Recreationhttp://en.wikipedia.org/wiki/Recreationhttp://en.wikipedia.org/wiki/Tradehttp://en.wikipedia.org/wiki/Mail_orderhttp://en.wikipedia.org/wiki/Business-to-consumerhttp://en.wikipedia.org/wiki/Electronic_commercehttp://en.wikipedia.org/wiki/Precipitation_(meteorology)http://en.wikipedia.org/wiki/Roofhttp://en.wikipedia.org/wiki/Pedestrianhttp://en.wikipedia.org/wiki/Shopping_mall


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customer retention strategies in todays retail business.

Objectives of the project study

1. To study the customer retention strategies adopted by more in

Chickmagalur.

2. To study the level of satisfaction among the customers regarding the

quality of the product / services, the discounts and the various offers.

3. To know the impact of retention strategies on consumer buying

behaviors


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RESEARCH DESIGN / METHODOLOGY

Subject of the study:

To observe, study and analyze the customer retention strategies

adopted by more, compare with the survey research obtained from the samplesize to analyze the degree of correlation between the customer retention

strategies by more and the response of the respondents on those strategies,

performing a need analysis if there is any deviation.

Sources of Data

Primary data

Data observed and recorded or collected directly from respondents,

from the company people and from the customers by asking questions. The

questionnaire method and the telephonic interview is the basis of collection

for primary data. The questionnaire is distributed to the consumers and

information obtained serves as the basis of analysis.

Secondary Data

Data compiled inside or outside the organization for some purpose other

than the current investigation. This includes information to be collected from

the internet, manuals, journals, magazines pertaining to more


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Sampling design

Sampling design used is simple random sampling.

Target population

The population targeted for research is households within the

catchments area. The survey has been done in Chickmagalur.

Sampling method

Using simple random sampling method has done questionnaire survey.

Sampling size

The survey has been conducted on 50 households.

Sampling techniques

The sampling technique will be used is self-administered survey or

questionnaire survey.

Data analysis


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Data is analyzed by using tables and charts

Limitations

Though the present study aims to achieve the above mentioned

objectives in its full accuracy, it may be hampered due to certain limitations.

Some of the limitations of the study may be summarized as follows:

1. The study is limited only to certain area covering the catchments area.

2. As the numbers of respondents were just 50 cannot represent the entire

household community.

3. Inadequate information regarding customers.

4. Bias both personal and impersonal.

5. Since the questionnaire includes both open ended and close ended

questions, it has both advantages and disadvantages from the point of

view of getting information.

6. Since this study basically includes the psychological pattern of the

customers / respondents, it will rarely remain constant and is very

difficult to predict.

CHAPTER - 2

COMPANY PROFILE


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James and William Horlick, from Gloucestershire, founded a company in

Chicago, USA to manufacture a patented malt milk drink as an artificialinfant food.

1883 Patent Granted

Patent granted for first malted milk drink mixing powder with hot water.

Horlicksis the name of a company and of amalted milk hot drink developed

by the foundersJames andWilliam Horlick. It is now manufactured

byGlaxoSmithKline in theUnited Kingdom,South Africa,New

Zealand,Bangladesh,Pakistan,India, andJamaica, and under licence in

thePhilippines andMalaysia.

Unlike similar drinks, such asOvaltine, Horlicks is a dry blend ofmalt

extract andmilkpowders.

In the initial stage of manufacturing, milledmalted barley andwheat flour are

mashed together in hot water where the starch is converted intosugars.To

this sugar solution dairy powders are added. The water content is then

evaporated to form a syrup that is dried in vacuum band driers to form a cake.

This cake ismilled into the finished powder.

This is then fortified withvitamins andminerals.

Claims are often made by malted milk drinks such as Horlicks that they assist

sleep, but these claims have been difficult to verify. According to
http://en.wikipedia.org/wiki/Malted_milkhttp://en.wikipedia.org/wiki/Sir_James_Horlick,_1st_Baronethttp://en.wikipedia.org/wiki/William_Horlickhttp://en.wikipedia.org/wiki/GlaxoSmithKlinehttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/South_Africahttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Jamaicahttp://en.wikipedia.org/wiki/Philippineshttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Ovaltinehttp://en.wikipedia.org/wiki/Malt_extracthttp://en.wikipedia.org/wiki/Malt_extracthttp://en.wikipedia.org/wiki/Milkhttp://en.wikipedia.org/wiki/Malted_barleyhttp://en.wikipedia.org/wiki/Wheat_flourhttp://en.wikipedia.org/wiki/Sugarshttp://en.wikipedia.org/wiki/Mill_(grinding)http://en.wikipedia.org/wiki/Vitaminshttp://en.wikipedia.org/wiki/Mineralshttp://en.wikipedia.org/wiki/Mineralshttp://en.wikipedia.org/wiki/Vitaminshttp://en.wikipedia.org/wiki/Mill_(grinding)http://en.wikipedia.org/wiki/Sugarshttp://en.wikipedia.org/wiki/Wheat_flourhttp://en.wikipedia.org/wiki/Malted_barleyhttp://en.wikipedia.org/wiki/Milkhttp://en.wikipedia.org/wiki/Malt_extracthttp://en.wikipedia.org/wiki/Malt_extracthttp://en.wikipedia.org/wiki/Ovaltinehttp://en.wikipedia.org/wiki/Malaysiahttp://en.wikipedia.org/wiki/Philippineshttp://en.wikipedia.org/wiki/Jamaicahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/New_Zealandhttp://en.wikipedia.org/wiki/South_Africahttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/GlaxoSmithKlinehttp://en.wikipedia.org/wiki/William_Horlickhttp://en.wikipedia.org/wiki/Sir_James_Horlick,_1st_Baronethttp://en.wikipedia.org/wiki/Malted_milk


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M.E.S.M.S.P.S College Page No - 10

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GlaxoSmithKline: "While ... research indicates that Horlicks drinks can help

you to sleep better, the exact way in which Horlicks works is not clear."

Malted drinks may help to stave off hunger overnight, which can lead to

sounder sleep.

Usually taken to be a substitute for theprofanity "bollocks". This use was

exploited by the company in a 1990s advertising campaign, in which a

harassed housewife exclaims "Horlicks" in a context where a stronger term

could have been expected, thus widening the term's exposure and usage for a

while.

This substitution in the form of a singular noun is also used to refer to a

minor disaster or shambles, as in 'to make a complete Horlicks of something'.

For example, the term was used in July 2003 by British Foreign

SecretaryJack Straw ("a complete Horlicks") to describe irregularities in the

preparation and provenance of adossier regardingweapons of mass

destruction in Iraq.

Dan Dare, Pilot of the future serial sponsored by Horlicks in 1952 and heard

Monday to Friday at 7:15 p.m. overRadio Luxembourg.
http://en.wikipedia.org/wiki/Profanityhttp://en.wikipedia.org/wiki/Bollockshttp://en.wikipedia.org/wiki/Jack_Straw_(politician)http://en.wikipedia.org/wiki/Dodgy_Dossierhttp://en.wikipedia.org/wiki/Iraq_and_weapons_of_mass_destructionhttp://en.wikipedia.org/wiki/Iraq_and_weapons_of_mass_destructionhttp://en.wikipedia.org/wiki/Dan_Darehttp://en.wikipedia.org/wiki/Radio_Luxembourg_(English)http://en.wikipedia.org/wiki/Radio_Luxembourg_(English)http://en.wikipedia.org/wiki/Dan_Darehttp://en.wikipedia.org/wiki/Iraq_and_weapons_of_mass_destructionhttp://en.wikipedia.org/wiki/Iraq_and_weapons_of_mass_destructionhttp://en.wikipedia.org/wiki/Dodgy_Dossierhttp://en.wikipedia.org/wiki/Jack_Straw_(politician)http://en.wikipedia.org/wiki/Bollockshttp://en.wikipedia.org/wiki/Profanity


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In 1961, Horlicks ran a television advertising campaign that featured Scottish

entertainerBilly Raymond and an actress. The theme of the advert was

"Horlicksthe food drink of the night."

Horlicks was the sponsor of theLum and Abner Show from 1934 to 1937.

India Horlicks came toIndia with TheBritish Army; the end ofWorld War

I saw Indian soldiers of British Indian Army bringing it back with them as a

dietary supplement. Punjab, Bengal and Madras Presidencies became early

adopters of Horlicks and many well-to-do Indians took to drinking Horlicks

as a family drink in early 1940s and 1950s. It became a sort of status symbol

in upper middle class Indians and rich classes. The first flavour available

inIndia,as inBritain,wasmalt.

India, where it has traditionally been marketed as The Great Family

Nourisher, is the largest market for Horlicks. The Indian formulation for

Horlicks is slightly different than in most other countries, as there it is

manufactured from buffalo milk rather than cows milk due to cultural

concerns. In 2003, the brand underwent a revamp which led to the

introduction of new flavours such as vanilla, toffee, chocolate, honey,

andelaichi (cardamom).
http://en.wikipedia.org/wiki/Billy_Raymondhttp://en.wikipedia.org/wiki/Lum_and_Abnerhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/British_Armyhttp://en.wikipedia.org/wiki/World_War_Ihttp://en.wikipedia.org/wiki/World_War_Ihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/Malthttp://en.wikipedia.org/wiki/Green_cardamomhttp://en.wikipedia.org/wiki/Cardamomhttp://en.wikipedia.org/wiki/Cardamomhttp://en.wikipedia.org/wiki/Green_cardamomhttp://en.wikipedia.org/wiki/Malthttp://en.wikipedia.org/wiki/United_Kingdomhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/World_War_Ihttp://en.wikipedia.org/wiki/World_War_Ihttp://en.wikipedia.org/wiki/British_Armyhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Lum_and_Abnerhttp://en.wikipedia.org/wiki/Billy_Raymond


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The current line-up of flavours include original (malt), chocolate and

elaichi. with the latest offering Horlicks Kesar Badaam added recently to the

portfolio, providing a more specialized taste offering to the consumers.In recent years, there has been an increase in the scope of the brand in India.

By pushing it to newer segments of the market, Horlicks has become an

umbrella brand for a wide variety of products ranging from the flagship malt

drink toinstant noodles,confectionery andbreakfast cereal.

Special formulations of the malted drink for young children (Junior

Horlicks), breast-feeding mothers (Mother's Horlicks), women (Women's

Horlicks) and adults (Lite Horlicks) exist. Horlicksbiscuits were first

launched in 1993, and anenergy bar was launched in 2009, named Horlicks

NutriBar. Also in late 2009, Foodles, a brand of instant noodles, was

launched under the Horlicks umbrella.

This was followed in 2011 by launches of Horlicks Gold, a premium variant

of the malt drink (dubbed The Best Horlicks Ever), and Horlicks Oats, the

first breakfast cereal product under the Horlicks brand.
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In 2010, Horlicks accounted for 85% of the 2306crore (US$380 million)

revenue of GlaxoSmithKline in India. It is currently the most widely

consumed packaged beverage in India, after bottled water.

The biggest branding event isHorlicks Wiz kids.This event started its way in

2003 and till now has reached approximately 25 million kids in allIndia as

well as inSri Lanka,Pakistan,Nepal andBangladesh.

Aahar Abhiyanis an Horlicks initiative to increase malnutrition-related

awareness amongst mothers, families and communities. With the sale of

every bottle of Horlicks, the company contributes Re 1 towards the initiative.

The campaign attempts to raise awareness about proper nutrition amongst

mothers of children aged between 36 years.
http://en.wikipedia.org/wiki/Crorehttp://en.wikipedia.org/w/index.php?title=Horlicks_Wizkids&action=edit&redlink=1http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Sri_Lankahttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/w/index.php?title=Aahar_Abhiyan&action=edit&redlink=1http://en.wikipedia.org/wiki/Indian_rupeehttp://en.wikipedia.org/w/index.php?title=Aahar_Abhiyan&action=edit&redlink=1http://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Nepalhttp://en.wikipedia.org/wiki/Pakistanhttp://en.wikipedia.org/wiki/Sri_Lankahttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/w/index.php?title=Horlicks_Wizkids&action=edit&redlink=1http://en.wikipedia.org/wiki/Crore


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Glaxo Welcome:

Further information:Glaxo Wellcome andList of pharmaceutical companiesBurroughs Wellcome & Company was

founded in 1880 in London by the American

pharmacists Henry Wellcome and Silas

Burroughs.The Wellcome Tropical Research

Laboratories opened in 1902. In 1959 the

Wellcome Company bought Cooper,

McDougall & Robertson Inc. to become more

active in animal health.[9] The Wellcome Company production centre was

moved from New York to North Carolina in 1970, and the following year

another research centre was built.

Glaxo was founded in Bunnythorpe, New

Zealand, in 1904. It was originally a baby

food manufacturer processing milk into a

baby food of the same name: the product was

sold under the slogan "Glaxo builds bonny

babies" from 1908. Still visible on the main

street of Bunnythorpe is a dairy factory

(factory for drying and processing cows' milkinto powder) with the original Glaxo logo clearly visible; it is now a car

repair shop.

The historic Glaxo factory in

Bunnythorpe, New Zealand
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Glaxo became Glaxo Laboratories and opened new units in London in 1935.

Glaxo Laboratories bought two companies, Joseph Nathan and Allen &Hanburys in 1947 and 1958 respectively. After the company bought Meyer

Laboratories in 1978, it started to play an important role in the US market.

In 1983 the American arm, Glaxo Inc., moved toResearch Triangle Park (US

headquarters/research) and Zebulon (US manufacturing) in North Carolina.

Burroughs Wellcome and Glaxo merged in 1995 to form Glaxo Wellcome,

which opened its Medicine Research Centre that year inStevenage,England.

Three years later Glaxo Wellcome boughtPolfa Poznan Company in Poland.

SmithKline Beecham

In 1843 Thomas Beecham launched hisBeecham's Pills laxative in England

giving birth to the Beecham Group.[9]Beecham opened its first factory in St

Helens,Lancashire,England, for rapid production of medicines in 1859. The

original factory was closed in 1994 and passed to the local college for re-

development. By the 1960s Beecham was extensively involved in

pharmaceuticals.
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In 1830 John K. Smith opened its first pharmacy in Philadelphia. In

1865Mahlon Klinejoined the business, which 10 years later became Smith,Kline & Co. In 1891 it merged with French, Richard and Company. It

changed its name toSmith Kline & French Laboratories in 1929 as it focused

more on research. Years later Smith Kline & French Laboratories opened a

new laboratory in Philadelphia; it then bought Norden Laboratories, a

business doing research into animal health.

Smith Kline & French Laboratories bought Recherche et Industrie

Thrapeutiques (Belgium) in 1963 to focus on vaccines. The company started

to expand globally, buying seven laboratories in Canada and the US in 1969.

In 1982 it bought Allergan, a manufacturer of eye and skincare products. The

company merged with Beckman Inc. later that year and changed its name to

SmithKline Beckman.

In 1988 SmithKline Beckman bought its biggest competitor,

International Clinical Laboratories, and in 1989 merged with Beecham to

form SmithKline Beecham plc. The headquarters of the company was moved

to England. To expand research and development in the US, SmithKline

Beecham bought a new research center in 1995. Another new research centre

at New Frontiers Science Park inHarlow,England, was opened in 1997.
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Glaxo Wellcome and SmithKline Beecham announced their intention to

merge on 17 January 2000. The merger was completed in December thatyear, forming GlaxoSmithKline (GSK)

GSK in India:

Established in the year 1924 in India GlaxoSmithKline

Pharmaceuticals Ltd. (GSK Rx India) is one of the oldest pharmaceuticals

company and employs over 3500 people. Globally, we are a 26.4 billion,

leading, research-based healthcare and pharmaceutical company. In India, we

are one of the market leaders with a turnover of Rs. 3021 crore and a share of

4.2%*. At GSK, our mission is to improve the quality of life by enabling

people to do more, feel better and live longer.

This mission drives us to make a real difference to the lives of millions

of people with our commitment to effective healthcare solutions.

The GSK India product portfolio includes prescription medicines and

vaccines. Our prescription medicines range across therapeutic areas such as

anti-infectives, dermatology, gynaecology, diabetes, oncology,

cardiovascular disease and respiratory diseases.


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GSK is committed to developing new and effective healthcare solutions. The

values on which the group was founded have always inspired growth and willcontinue to do so in times to come.

Mission of the Company:

Our global quest is to improve the quality of human life by enabling people

to do more, feel better and live longer.

We at GSK dedicate ourselves to delivering innovative products that help

millions of people around the world live longer, healthier and happier lives.

Vision:

We want to become the indisputable leader in our industry - not simply in

terms of size, but in how we use that size to achieve our mission and improve

the quality of human life.

Becoming the indisputable leader in our industry means conquering the

challenges that face us as an industry, and as a global society.


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GSK - A Flashback

1865 : William and James Horlicks started the company1875 : Business moved to Racine, Wisconsin for its supply of spring

water

1883 : William was given a US patent for Horlicks being the first

Malted milk drinks mixing powder

1906 : Factory constructed at slough UK

1909 : Horlicks became popular in north pole and south pole

expeditions as a Provision

1921 : Death of James led the company to split, William having the

Americas And the sons of James the rest of the world

1931 : Night Starvation was a story developed to promote Horlicks as

a bed time drink

1945 : Company acquired by British Horlicks business

1952 : Horlicks was said to cure gastric ulcers and some forms of

diabetes

1960 : Factory established in Punjab to make Horlicks from Buffalo

Milk

1968 : Factory built in Bangladesh and Pakistan to satisfy local demand

1975 : factory built in Andhra Pradesh

2000 : Glaxo and Smithkline merger


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2011:

Most Respected Company Award - Business World

Launches Votrient indicated for the treatment of advanced renal cell

carcinoma (RCC) Launches Revolade indicated for the treatment of

thrombocytopenia (reduced platelet count) in adults with the blood disorder

chronic immune (idiopathic) thrombocytopenic purpura (ITP) Vaccine

Market Company of the Year award - Frost & Sullivan Special

Commendation - Good Corporate Citizen Award 2011 - Bombay Chamber of

Commerce Pharma / Life - Science Supply Chain Excellence Award

presented at the 5thExpress, Logistics and Supply Chain Conclave Unveils

Synflorix - a vaccine against invasive pneumococcal disease

2012:

Launches Altargo used to treat bacterial infections affecting small areas of

skin Introduces Volibris (Ambrisentan), a non-sulphonamide class endothelin

receptor antagonist (ERA) used to treat pulmonary arterial hypertension

(PAH) indicated for WHO Functional Class II & III patients in India.

Volibris is a trademark of GlaxoSmithKline. Ambrisentan has been

licensed to GlaxoSmithKline by Gilead Sciences Inc.


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GSK India named as India's most admired company in Pharmaceutical space

by HAY Group and Fortune Magazine. Awarded the Paediatrician's Awardfor the Best Vaccine Company of the Year by Frost & Sullivan.

Received the Dr. H. R. Nanji Memorial Marketing Excellence Award for

CCM in the 'Existing Pharmaceuticals Product' category from OPPI

(Organisation of Pharmaceutical Producers of India)

2013:

Fourth CII National HR Excellence Award 2013 for 'Significant achievement

in HR Excellence' GSK India named as one of 'India's Most Admired

Companies' by Fortune India & HAY Group Business Today survey in

partnership with PeopleStrong HR Services named GSK India as one of the

'Best Companies to work for' Our Products:

Our products

The GSK India product portfolio includes prescription medicines and

vaccines. Our prescription medicines range across therapeutic areas such as

anti-infectives, dermatology, gynaecology, diabetes, cardiovascular disease

respiratory diseases and consumer healthcare-health drinks.


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The company GSK has a separate branch over consumer health care health

drinks products named GSK Consumer health care. The product range of

GSK Consumer Health care is:Product range:

Nutritional and OTC

Nutritional:

Horlicks

Horlicks

Ninja

Junior

Horlicks

Mother's

Horlicks

Horlicks Lite

Horlicks Biscuits

Boost

Maltova

Viva

Over the Counter (OTC):

Crocin

Crocin Advance

Crocin Pain ReliefCrocin Cold and Flu
http://www.gsk-ch.in/horlicks_ninja.aspxhttp://www.gsk-ch.in/horlicks_ninja.aspxhttp://www.gsk-ch.in/horlicks_ninja.aspxhttp://www.gsk-ch.in/horlicks_ninja.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/horlicks_lite.aspxhttp://www.gsk-ch.in/HorlicksBiscuits.aspxhttp://www.gsk-ch.in/Boost.aspxhttp://www.gsk-ch.in/Maltova.aspxhttp://www.gsk-ch.in/Viva.aspxhttp://www.gsk-ch.in/Viva.aspxhttp://www.gsk-ch.in/Maltova.aspxhttp://www.gsk-ch.in/Boost.aspxhttp://www.gsk-ch.in/HorlicksBiscuits.aspxhttp://www.gsk-ch.in/horlicks_lite.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/MotherHorlicks.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/JuniorHorlicks.aspxhttp://www.gsk-ch.in/horlicks_ninja.aspxhttp://www.gsk-ch.in/horlicks_ninja.aspx


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Eno

Eno is available in Orange, Masaumbi, Lemon, Guava, Regular flavours inboth sachets and bottles.

Iodex

Iodex Double Power

Iodex Headfast

Iodex Ultra Gel
http://www.gsk-ch.in/Eno.aspxhttp://www.gsk-ch.in/Iodex.aspxhttp://www.gsk-ch.in/Iodex.aspxhttp://www.gsk-ch.in/Eno.aspx


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GlaxoSmithKlinemanagement

GlaxoSmithKline India is managed by the Board of Directors and the India ManagementTeam

Board of directors

D.S. Parekh - Chairman & Non - Executive Director

V. Thyagarajan - Vice-Chairman & Non - Executive Director

Dr. H. B. Jos hipu ra - Managing Director

R. R. Bajaaj - Independent Director


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A. Bansal - Independent Director

P.V.Bhide - Independent Director

Simon Harford - Non Executive Director

M.B. Kapadia - Senior Executive Director

N. Kaviratne- Independent Director


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R. Krishnaswamy - Executive Director

P.V. Nayak - Independent Director

A.N.Roy - Independent Director

R. Sequeir a - Executive Director

D. Sundaram - Independent Director


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The Companys philosophy of Corporate Governance is aimed at

assisting the management of the Company in the efficient conduct of its

business and in meeting its obligations to stakeholders, and is guided by astrong emphasis on transparency, accountability and integrity. For several

years, the Company has adopted a codified Corporate Governance Charter,

which is in line with the best practice, as well as meets all the relevant legal

and regulatory requirements.

All Directors and employees are bound by Codes of Conduct that sets

out the fundamental standards to be followed in all actions carried out onbehalf of the Company.

Corporate Social Responsibility

We are a research-based pharmaceutical company. Our mission is to improve

the quality of human life by enabling people to do more, feel better and livelonger.

We believe that through our business we make a valuable contribution to

society by developing and marketing medicines which improve people's

lives. Our philosophy is to target support to selected programs that are

innovative, sustainable and which produce tangible results.


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CSR in India

We follow the rationale that we are linked closely to the communities in

which we operate- locally, nationally or globally. We cannot exist inisolation. All our actions are focused around this feeling of being centered.

Our stated mission statement is "To lend a helping hand to the underserved in

our society through the support of women, children and the aged in the areas

of health and education." Implementing this philosophy in spirit, we make a

positive contribution to the communities in which we operate, and invest in

health and education programs and partnerships that aim to bring sustainable

improvements to underserved people.

Our core value - we care

Being a premier pharmaceutical company in the country, GSK's core value is

to be a good corporate citizen. It is committed to the communities in which it

works. Support to the community through various social development

initiatives is the way through which it invests in society. This is done by

supporting social projects in partnership with not for profit organizations both

in rural and urban areas.

Our initiatives are primarily focused towards women, children and the aged

and are directed in the areas of Health, Education and Livelihood. We believe

that these areas are related and of direct concern to GSK. If there is propereducation, one will eventually learn to be hygienic, and if one is hygienic,

will one remain healthy.


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M E S M S P SCollege Page No - 30

The organization facilitates in educating masses on good practices of healthy

living.

At GlaxoSmithKline India, the activities towards community development

are taken care by Corporate Social Responsibility Cell attached to the

Corporate Communications Department. Since 1970, the Company has been

implementing various social activities in the field apart from statutory ones.

The following initiatives are being carried through the company's Corporate

Social Responsibility cell situated at its Head Office in Mumbai.

What we do

We provide money, medicines, time and equipment to non-profit

organizations to help improve health and education in underserved

communities. We focus on programs that are 'innovative, sustainable and

bring real benefits to those most in need'.

Our mission is to help people do more, feel better, live longer.

The business is focused around the delivery of three strategic priorities

which aim to increase growth, reduce risk and improve our long-term

financial performance. These priorities are: grow a diversified global

business, deliver more products of value, and simplify the operating model.

Operating responsibly and ensuring our values are embedded in our culture

and decision-making helps us better meet the expectations of society.

introduction chap iv

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