saras dairy “customer relationship management”
TRANSCRIPT
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
1/77
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 !!"#$$)
Su%&itt'd * # Su%&itt'd +*#
PRAMO* +UMAR SARMA MR, MILAN CA+RA-ATI
((A PT./rd O*0 (,(,A *EPT,
Final Report Page 1 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
2/77
PREFACE
Someone rightly said that practical knowledge is for better t&en cla))roo$
teac&ing, And )ucce))%ul in any project i) t&e re)ult o% &ard 'ork0 rig&t
opportunity a rig&t ti$e and proper and proper guidance ,E1ery nice
'ork #eing) 'it& )y)te$atic approac& to'ard) reac&ing )ucce))%ul
co$pletion, Our 'ork 'a) not at all e2ception,
A %re)& graduate 'ould &a1e a#)olutely no idea o% t&e %unctioning o% t&e
indu)try, e 'ould pro#a#ly #e una'are a#out t&at depart$ent) and
t&eir %unctioning, e 'ould co$pletely ignorant o% t&e 'orking condition
and t&e en1iron$ent,
(e%ore joining $y )u$$er Training at AL-AR 3ILA *U!* UTPA*A+SA+ARI SAN! LT*,
Final Report Page 2 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
3/77
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 $mar mathr 'depty manager&#dministration) +epartment& for their help and cooperationthroghot or project"
PRAMOD KUMAR SHARMA
Final Report Page . of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
4/77
DECLARATION
I hereby declare that this project work entitled “Cutome! !el"t#on$#%
m"n"gement & is my work& carried ot nder the gidance of Com%"n'
(u#de M!) M"$e$ S$"!m" " /his report neither fll nor in part has e%er been
sbmitted for award of any other degree"
I frther declare that all the information and facts frnished in this
project report are based on my intensi%e research and finding" /hey are first
hand and original in natre" /his information is not copy it is original report"
PRAMOD KUMAR SHARMA
Final Report Page 0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
5/77
E*ecut#+e Summ"!'
E"c$ 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#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
6/77
../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#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
7/77
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
Final Report Page 7 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
8/77
.5) CONCLUSION)7375
.6) LIMITITION 7677
.7) SU((ESTION78
.8)UESTIONNAIRE7985
.9)AREBIATION86
.:)ILIO(RAPH)))87
Final Report Page 3 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
9/77
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#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
10/77
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$"!net)#n
TURN OBER =1;;8;9/ ::).6 C!o!e
Final Report Page 15 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
11/77
UNDERSTANDIN( ISO:;;.1;;; AND HACCP
Int!oduct#on
#doption of IS64555 and 8#99P standards for an organi:ation are order of
the day and need of the time to be on competiti%e edge in the Food Indstry"
It demonstrates the ability of dairies of Rajasthan 9ooperati%e +airy Federation
to satisfy the needs of its cstomers and interested parties"
/oday& almost all the major nions of R"9"+"F" are certified nder IS6 4551
2555 and 8#99P& integrated ;ality and food safety management systems"
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
12/77
A 'tem4 w$#c$ #dent#,#e4 e+"lu"te "nd cont!ol $" 4"5> ? and 1 litre
Tonedm#lk
/aa:a @le Rs"14=litr e ."5> 3"> ? and 1 litre
Dou0le
toned m#lk
Smart Aellow Rs"17=litr e
1"> 4"5> ? and 1 litre
Sk#m m#lk -ite Prple Rs"1=litr e
5"> 3"> ? and 1 litre
Final Report Page 12 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
13/77
FRESH MILK PRODUCT OF SARAS DAIR
P!oduct P"ck#ng P!#ce
Chhach plain 55 ml Rs"3
Chhach namkeen 25 ml Rs"
Lassi 25 ml Rs"7
Paneer 255 gm and 1 kg Rs"2 and Rs"1.5
Ghee ? litre and 1 litre Rs"42 and Rs"135
Dahi 255 gm cp Rs"3
Shrikhand plain 155 gm cp Rs"4
Shrikhand Kesar
Pista
155 gm cp Rs"15
Final Report Page 1. of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
14/77
COMPAN PROFILE
Alw"! >#l" Dugd$ Ut%"d"k S"$"k"!# S"ng$ Ltd)4 Alw"! =A>DUSS Ltd)4
Alw"!/ # " coo%e!"t#+e o!g"n#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
15/77
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$e o!g"n#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
16/77
Final Report Page 1 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
17/77
PRODUCT PORTFOLIO
S"!" D"#!'4 Alw"! =A>DUSS Ltd)4 Alw"!/ %!e%"!e "nd m"!ket t$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
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
18/77
!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
Final Report Page 13 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
19/77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
20/77
ProdctG /ooth paste
hat type of tooth paste do consmer by ' gel®lar 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
Final Report Page 25 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
21/77
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"
Final Report Page 21 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
22/77
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
Final Report Page 22 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
23/77
$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"
$ey 7 9onsmer beha%ior differs for different people"
UIN( MOTIBES
2/),-D0C)2-/(
Final Report Page 2. of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
24/77
# moti%e is a dri%e or an rge for which an indi%idal seeks
satisfaction& ths& any rge mo%ing or prompting a person to prchase
decision is called a bying moti%e"
Acco!d#ng to S"+ S*&,L&K+,
“a bu3in! motive is the reason h3 a person bu3es a particular
product" 2t is drivin! force behind bu3in! behaviour and ma3 be
based on ps3cholo!ical or ph3siolo!ical ants"%
/hs a moti%e or prpose of the prchase is mental instinct" It is
imposed or created" It comes from within the man" Some of the
bying moti%es for example are food and drink& comfort to attract
opposite sex& welfare of belo%ed ones& freedom from fear and danger&
to be sperior& social appro%al to li%e longer& cleanliness& efficiency&
style and beaty& criosit etc"
SOME ACTIBITIES INBOLBED IN CONSUMER EHABIOUR
Final Report Page 20 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
25/77
T$#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$e!
!ake payment!aintenancePrepare for posible
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
26/77
OGECTIBES
Final Report Page 2 of 77
CULTURAL
9ltral Sb cltre
Social class
CONSUMER
+C9ISI6< !#$I
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
27/77
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"
Final Report Page 27 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
28/77
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 $g) Rs"155 Rs"115 Rs"125 Rs"1.5
-assi '25 ml) Rs" Rs" Rs"7 Rs"7
9hhach 'Plain) 55 ml Rs" Rs"7 Rs"7 Rs"3
9hhach '
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
29/77
AL@AR >ILA DU(DH UTPADAK SAHAKARI SAN(H LTD)4 AL@AR
PERFORMANCE AT (LANCE
S)NO) PARTICULAR
;.;1 ;1;3 ;3;5 ;5;6 ;6;7 ;7;8
. Reg#te!ed DCS 047 .2 54 31 702 74
1 Funct#on"l DCS .3 002 0 0 44 .2
3 P!o%) DCS =CC/ . .33 00 01 02 00.
5 DCS Mem0e!$#% 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
Final Report Page 24 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
30/77
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
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
31/77
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
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
32/77
;
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
AL@AR >ILA DU(DH UTPADAK SAHAKARI SAN(H LTD)4 AL@AR
MILK PRODUCT MANUFACTURE
Final Report Page .2 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
33/77
;
.;
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
AL@AR >ILA DU(DH UTPADAK SAHAKARI SAN(H LTD)4 AL@AR
MILK PROCUREMENT
Final Report Page .. of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
34/77
;
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
AL@AR >ILA DU(DH UTPADAK SAHAKARI SAN(H LTD)4 AL@AR
LIUID MILK SALE
Final Report Page .0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
35/77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
36/77
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"
Final Report Page . of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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"
Final Report Page .7 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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'
Final Report Page .3 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page .4 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$e#!
"t#,"ct#on le+el
METHOD OF SURBE
Surve3 ,esearch
Research is the search for& and retrie%al of& existing& disco%ery
or creation of new information or knowledge for a specific prpose"
Research has many categories& from medical research to literary
research" !arketing research is a form of bsiness research"
# sr%ey research is defined as the method of collecting
information by asking a set of pre formlated ;estions in a
predetermined se;ence in a strctred ;estionnaire to a sample of
indi%idals drawn so as to be representati%e of a defined poplation"
METHODS OF CONDUCTIN( SURBERS
Final Report Page 01 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
42/77
Pe!on"l Inte!+#ew- Personal inter%iews are characteri:ed
by the presence of for entities i"e" the researcher& the
inter%iewer& the inter%iewee and the inter%iew en%ironment"
Tele%$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/
Final Report Page 02 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 0. of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 00 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 07 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
48/77
S)No)F"cto! T"!get
Pe!,o!m"nc
eB"!#"nce Re"on
.) +oor to door sr%eys
55 55
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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/
Final Report Page 04 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$e mot #m%o!t"nt de%"!tment #n e+e!'
o!g"n#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
51/77
Incenti%e schemes to dealers
9onsltancy and hiring of marketing agency
8oardings
(low sign board
(ift hampers
@anners
#d%ertisement throgh local cable
all paintings
Hum"n Reou!ce De%"!tment
Final Report Page 1 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
52/77
8man resorce is the most %alable asset for any organi:ation" # hman
resorce manager is responsible to bild p an effecti%e workforce& handle the
expectations of the employees and make sre that they perform at their best" In
management hman resorce management deals with people" Cach and e%ery
organi:ation consists of people and an organi:ation has to tili:e their ser%ices&
de%elop their skills& moti%ate them& and make sre that they remain committed
towards the organi:ation to achie%e the goals of the organi:ation"
Acco!d#ng to '"! "nd Rue “Hum"n Reou!ce M"n"gement encom%"e
t$oe "ct#+#t#e de#gned to %!o+#de ,o! "nd coo!d#n"te t$e Hum"n
!eou!ce o, "n O!g"n#
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
53/77
• /ermination of ser%ice of confirmed employee
• Sperannating and retirement
• 6ption to retire in certain cases
• Re;irement of medical examination
• Retirement on medical gronds
• +ate of retirement
Final Report Page . of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
54/77
O%e!"t#on De%"!tment
/he operations department defines the working of the organi:ation"
P!ocee- T$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)
Final Report Page 0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$-
In plain chhach %arios ingredients like 5"> salt& 5".> jeera& 5"1> rock salt
and 5"1> pepper is added to make namkeen chhach and packed in 255 ml packets and spplied to the market for sale"
L"#-
In plain chhach 12> sgar is added to make lassi and packed in 255 ml packets
and spplied to the market for sale"
P"nee! Segment-
Final Report Page of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
56/77
M#lk ,!om SILO
P"nee! B"t
=In t$# 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$e %"nee! # %"cked #n . K( "nd 1;; gm ,o! "le/
F"c#l#t#e-
Saras +airy& #lwar '#*+,SS -td"& #lwar) pro%ided the following facilities
dring operationsG
1) Safety for workers
2) !edical facility
.) First aid facility
F#n"nce De%"!tment
Final Report Page of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
57/77
Financial !anagement is defined as making a%ailable the re;ired fnds at an
acceptable cost and making sre that the fnds are sitably in%ested according
to the plan" /his task is performed by the Finance !anager of the organi:ation"
C"%#t"l St!uctu!e T$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"
Final Report Page 7 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 3 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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"
Final Report Page 4 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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"
Final Report Page 5 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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.”
Final Report Page 1 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 2 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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"
Final Report Page . of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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"
Final Report Page 0 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
65/77
•
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$"t S"!" D"#!' come "c!o "!e-
1) -ow a%ailability of raw milk in smmers"
2) +ependence on milk prodcers"
.) +ependence on monsoons"
0) !ilk can be prodced not manfactred"
Increasing competition in dairy indstry"
SU((ESTION
8ome deli%ery facility shold be pro%ided"
Increase in ad%ertisement and pblicity"
!oti%ation programme for booth and parlor owners"
#ll information regarding Saras dairy and its prodcts shold be a%ailable on
internet"
/he policy that an organi:ation mst follow in order to rn sccessflly is
Final Report Page of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
67/77
Cmployee identification card shold be pro%ided to employees of Saras"
(ood coordination between marketing department and booths parlor
owners
Inspection and fre;ent check of booths and parlors"
uet#onn"#!e De#gn
# ;estionnaire is a set of ;estions to be asked from respondents in
an inter%iew& with appropriate instrctions indicating which ;estions
are to be asked& and in what order" Oestionnaires are sed in %arios
fields of research like sr%ey research and experimental design"
Oestionnaire design is a %ital isse in inter%iewing" # properly
designed ;estionnaire can tap the necessary information from the
Final Report Page 7 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
68/77
respondent" /herefore& researchers always design a tactfl set of
;estions to probe and prompt the inter%iewee to gi%e sefl answers"
Oestionnaires fall nder %arios categories& sch as strctred&
nstrctred& disgised and ndisgised"
T$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!
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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
Final Report Page 4 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$e t"te)%!oduct #n te!m o,
P!oduct F"#! (ood Be!'(ood E*cellent)
-assi
Final Report Page 75 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
71/77
+hai
9heese
Shrikhand
@tter
(hee
!ilk
)6) How 'ou l#ked t$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$e %"ck #
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
72/77
(hee
!ilk
)8) How o,ten 'ou t"ke t$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'
Final Report Page 72 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
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$em #n o!de! o, %!#o!#t'/
Price Freshness of prodct 6%er all ;ality @rand
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
74/77
).1) I t$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
Final Report Page 70 of 77
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
75/77
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"
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
76/77
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
-
8/16/2019 Saras Dairy “CUSTOMER RELATIONSHIP MANAGEMENT”
77/77