1SUMMER TRAINING PROJECT REPORT ON CUSTOMER SATISFACTION FOR VERKA PRODUCTS AT VERKA MILK PLANT CHANDIGARH (U.T.) IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION (2011-2013) PUNJAB TECHNICAL UNIVERSITY UNDER THE GUIDANCE OF : MS. HARLEEN KAUR ASSISTANT PROFESSOR,MBA SUBMITTED BY: GAGAN K .GOEL MBA,3RD SEM 1172902 2 CERTIFICATE This is to certify that Mr.GAGAN KUMAR GOEL has done the SUMMER TRAINING PROJECT entitled „CUSTOMER SATISFACTION FOR VERKA PRODUCTS ‟ under my supervision for the fulfillment of the degree of BACHELOR of Business Administration. The work done by him/her has not been submitted elsewhere and is a part for fulfillment of MBA degree. NAME OF GUIDE :MS.HARLEEN KAUR ASSISTANT PROFESSOR MBA DEPARTMENT CHANDIGAR GROUP OF COLLEGES COUNTERSIGNED MR. RAJIV KHOSLA HEAD OF THE DEPARTMENT MBA DEPARTMENT 3 ACKNOWLEDGEMENT My training period from 8th may to 30th june 2012 has been a profile experience and therefore am very pleased to present this report on my summer training in Chandigarh. I acknowledge with gratitude my thanks to MR. R.Deora,Manager marketing ,for accepting me as a summer trainee and for providing me with the expert guidance during the course of my training. I express my hearfelt gratitude to my project guide MS. Harleen kaur for her consistent direction,guidance and supervision,which has led to the succesfull completion of the project.It was a pleasure to have her as my project guide. My sincere thanks to MR. R.Deora,Manager Marketing Also ,my special thanks to my institute for their constant help and encouragement throughout the project. Last but not the least ,I wish to thank all my respondents who spared there precious time out of there busy schedules. GAGAN K. GOEL ANNEXURE .Analysis & Findings 4. 8.Recommendations 6.Review of literature 2. BIBLIOGRAPHY 7.NO 1. Chapter -4.Introduction to Project PAGE NO. 7 9 37 39 43 53 54 57 Chapter -2.Research Design 3. TABLE OF CONTENTS Chapter –I.Conclusion 5. Chapter-3. Chapter-5.4 CONTENTS SR. Chapter-6. 2 5. 4.5 5.10 5. Table name Source of milk Usage of verka products Kind of Product used Duration of usage Affordability Packing of products Taste of products Quality of products Cream content of milk Advertisement Like to buy verka products Table Number 5.6 5.9 5. 10 11. 45 46 47 48 49 50 51 52 53 54 55 . 7.1 5. 8.7 5.5 LIST OF TABLES Sr.8 5. 6.3 5.4 5. 3. 5. 9. 2.11 Page No.No 1. 1. 10.6 LIST OF FIGURES Sr.No Figure Name Figure Number Page No. 9. 3. 8. 5. 6. Source of milk Usage of verka products Kind of Product used Duration of usage Affordability Packing of products Taste of products Quality of products Cream content of milk Advertisement Like to buy verka products 5(a) 5(b) 5(c) 5(d) 5(e) 5(f) 5(g) 5(h) 5(i) 5(j) 5(k) 45 46 47 48 49 50 51 52 53 54 55 . 11. 2. 7. 4. Although the Federation was registered in 1973 but it came into its real self in the year 1979-1980 and at that time there were 448 Milk Producers Cooperative Societies at the village level with membership of 310000.Milkfed Punjab has continuously advanced towards its covered objectives well defined in its byelaws. The setup of the organization is a Two-Tier system.eleven Milk Unions at the District Level and the Federation as an Apex Body at the State Level.Milk Union was Rs.The turn over of the Federation along with its affiliated District Co-op. Popularly known as MILKFED Punjab came into existence on 1st December 1973 with the twin objective of providing remunerative milk market to the milk producers in the state by value addition and marketing of produce on one hand and to provide technical inputs to the milk producers for enhancement of milk production on the other hand.Milk exchanged hands through those .Milk producers Cooperatice Societies at the village level .Today. 523crore during the year 19992000.1MILKFED’S PROMISE Milk was always there in Punjab in plenty and lots to spare. 2.The average Milk Procurement during that year was 70000 litre per day.So it flowed in to thousand of homes but a price not so good for toiling farmers.the farmers are getting better prices because of increased turn over and there by making increased profits.7 CHAPTER 1 INTRODUCTION TO MILKFED The Punjab state co-operative Milk Producer‟s Federation Ltd. The State was covered under “Operation Flood” in the year 1983 to give the Farmers a better deal and our valued customers better products. We know that farmers deserve much more and the things could always be better with little more planning.More than 5000 village Cooperative societies are having 10000 workers to man there milk procurement and technical inputs etc.which is providing a regular employment to about 600 transporters .controlling and with the aid of modern technology.2 IN THE INTEREST OF FARMERS Milkfed with its network of 5800 village Milk Producers Cooperative Societies and over 3 lac milk producers from the strong network which not only provides assured market to milk producers but also carries inputs to milk production enhancement at their doorsteps.8 of middlemen who took away a major part of the farmers profits. seminators and first aid workers are also finding employment and at the same time providing input service to Milk Producers right in the villages. 2. 2. 2.This was what made MILKFED to step in.3 EMPLOYMENT Milkfed and its unit has a work force of about 5000 employees.Similarly.processing and marketing of milk and milk products the federation is also providing technical input services to the specific target group(Milk Producers Cooperative Members).most of whom are selfemployed people .Every morning and evening milk is lifted from the village through private transport vehicles.4 INPUT SERVICES TO MILK PRODUCERS In addition to milk procurement .In order to save milk animals form heat stress Animal cooling units have been provided to Milk Producers .which have given good . This facility in long run will make substantial improvement in the breed ok milch animals.9 results.5 TECHNICAL INPUT PROGRAM The federation and its affiliated Milk Unions are providing technical input services like animal health care. 2.thus contributing to the enhancement of milk production in the state. .supply of quality fodder seeds and vaccination against diseases and prophylactics to the specific target group (Milk Producers Cooperative Members) at their doorsteps with a view to increase milk production and milk procurement.artificial imsemination services .Usual fall in milk production during summer months has been fairly checked and controlled. per day.6 BREED IMPROVEMENT PROGRAM The federation has strengthened the Frozen Semen station with the financial assistance from the Technology Mission on Dairy Development 986 elite buffaloes have been selected from various milk sheds for breeding them with the semen of progeny tested buffaloes.The fodder development activities initiated by milkfed have created a good demand of improved fodder seeds in Punjab. 2.T. 2.7 FODDER SEED DEVELOPMENT As a result of continuous extension of dairying. Milkfed established its own seed processing to grade fodder seed at production of 15-16 M.supply of balanced cattle feed.the farmer are fully convinced about the importance of high yielding forages for increasing the milk production at low cost.HI-Technology embryo transfer facilities have been produced.thereby getting a substantial margin for the trade. 8 TECHNOLOGY INFORMATION. It is a composite project aimed at improving dairy farm practices include better housing.Ludhiana has taken a bold initiative by signing an agreement for a combined project with capital outlay of Rs.whole milk powder.2 crore with TIFAC.SFM.ice-cream etc.as the project is first of its kind in the country.skimmed milk powder. One crore . of India body for improvement of milk quality and yielding through better milk farm management in Punjab.It is likely to serve as a model and direction for the entire country since we have to improve drastically.forcasting and assessment council.10 2.ghee.New Verka has has survived on the . 2.Milkfed and its affiliated District Cooperative Milk Union.lassi.MILKFED markets a wide variety of products which includes liquid milk.The annual turnover of verka has crossed 600 crores.The productivity and quality in milk production to be globally competitive in the changed environment.9 MARKETING ACTIVITIES Milkfed is serving the nation and the consumers through its network or regional offices and strong distribution channels.FORCASTING AND ASSESSMENT COUNCIL(TIFAC) FOR IMPROVING QUALITY OF MILK Milked Punjab on behalf of milk union Ludhiana has started a project has started a project sponsored by Technology Information.butter.Verka is a brand leader in milk powders particularly in north eastern sectors and the SMP marketed by competitors which includes multinational as well as private trade and other cooperative federations.A modern dairy demonstration and training center is also being setup for practical training of the farmers at Punjab Agriculture University at a total cost of Rs.The project has very fascinating possibilities .cheese.farm management and feeding to enhance the productivity of the live stock as well as to provide a clean environment for cleaner milk production.a Govt. 2.Verka did not stop.and a whole lot of different flavoured ice-creams.Verka dymanic as ever.Bangladesh and Sri Lanka.MILKFED has established its ghee market in Middle East.processed cheddar cheese.Verka is a part of there everyday lives.10 THE EXTENSIONS OF THE BRAND After winning faith of countless customers.too acquired newer forms.by adding value to milk to satisfy a quality-conscious society.the flavoured fruit yogurt.Milkfed is in its continuous effort to diversify from the traditional milk products to more value added products namely frozen dessert .Milk had never meant so much before. .verka lassi.cheese spread and there were milk powder like dairy whitener.changing times brought new trends.To people today .SMP was also exported to Asian countries like Philippines.11 EXPORT OF MILK PRODUCTS With competition in the national market zooming .spiced cheese spread .Verka ghee reaches all the Emirates and is available in almost all supermarkets.In addition to ghee.Then there were verka curd.sweetened flavoured milk a mango frink called raseela. 2.freshness and purity and ofcourse its homemade taste nad all this at the most affordable prices.as there was scope for more.needs.Health drinks like verka vigor.skimmed milk powder.11 sheer strength of its quality.The penetration is so deep that verka ghee is available in far off labour camps.tastes and hopes.efforts to export products have been made. Jalandhar and Milkfed head office to process the data of nearby Milk Unions.decision was taken that besides taking certificate under ISO-9002 ans IS15000(HACCP). for the year 2007-08 with the approval of the administrator.The federation has already paid dividend@4% to its shareholders with the approval of the general body of MILKFED.Rest of the cooperative sector milk plants are also in progress to get this honour.The Milk Plant Ludhiana was the first dairy plant in the country to get an ISO-9002 certificate.14 ADOPTION OF INFORMATION TECHNOLOGY The computerization in MILKFED was started during 1987-88 with the installation of two main frame computer systems at Milk Unions. and other quarters have so far been computerized.financial accounting.marketing of liquid milk.12 ADOPTION OF INTERNATIONAL QUALITY MANAGEMENT SYSTEMS During the post liberalization period.I.Thereafter with the introduction of HACCP .It is a matter of pride that till date six milk plants and two cattle feed plants have already obtained this certification.The data processing has been decentralized at milk unions level.With the introduction of personal computer during 1992-93 in milkfed.sale of products through dealers/milk bars and different M. .decided to go in for certification of various Milk plants and Cattle feed plants under International Standards.The activities like Milk billing. 2.payroll.13 PAYMENT OF DIVIDEND Since 1993-1994 MILKFED is paying dividend to its share holders including the state govt.MILKFED in order to keep a pace with all-round development.12 2.S reports to govt. 2. For the faster communication and transfer of data.The office automation packages on window based are being used in MILKFED and Milk Unions.Amritsar.The computer have been interlinked under local area network at Milkfed head office and Milk union .More than 300 computers have been installed at Milkfed and Milk Union.the computers at Milkfed and eight other Milk Unions have been interlinked through Modem.Mohali and Ludhiana 2.13 MILKFED is leading inn software development and providing training for handling the software application and software packages.Ropar. The federation has also executed implementation of entrepreneur resources planning (ERP) solution on world‟s one of the best software package SAP in Milk Unions.15 PRODUCTS Range of verka Milk Products: MILK CHEESE AND PANEER GHEE AND BUTTER MILK BASED DRINKS .Ludhiana.jalandhar. Punjab Dairy Development Corporation(PDDC) transferred the milk plant in the month of April 1983.14 MILK POWDER ICE-CREAM AND SWEETS CURD FRUIT DRINKS LASSI NAD WHAY DRINK 2. to provide hygienically prepared milk and milk products to the upcoming city of Chandigarh.Chandigarh was established in the year 1962 by Punjab Govt.Since then the history of Milk plant Chandigarh remained chequered one with the setting up of aseptic packaging station.In order to introduce the verka Icecream in the market and to create awareness amongst the people of Chandigarh and .16 BRIEF HISTORY OF MILKPLANT AT CHANDIGARH Milk plant . In the month of march.Mohali during 1979-80 .1991 this milk plant was recommissioned and the production of icecream was started with substantial enhanced capacity.The activity of liquid milk supply was shifted to milk plant. 2.18 VERKA –IT’S NETWORK Verka is having an apex body at the state land known as “Milkfed Punjab Chandigarh ”.marketing of products of other plants like ghee.Sangrur .To start with the function in various fields of different districts and to operate with dairying and dairy fields i.Mohali and Panchkula.Ludhiana 4.Now position is that Verka icecream has become a favourite brand.e.manufacturing of large quantity of kajupinni and milkcake and are also sweets.Ferozpur 6. 2.Fruit drinks.delhi and later on it is launched to operation flood -2nd which is affiliated to Punjab Milkfed.aggressive market campaign was started with the planned marketing.17 PRESENT ACTIVITIES OF PLANT The major activities at the plant are manufacturing of icecream sweetened flavoured milk.with the assistance of national dairy cooperation(NDC).table butter and processed cheese etc. Operation flood.Faridkot 5.15 its satellite towns.Patiala 3.These eleven District unions are: 1.Ropar 2.lassi.It helps to its affiliated district Milk cooperations .raseela. .Milk chilling centers and impartation of dairy equipment‟s as well as know how of cattle breeding sytems was familiarized to the common man and advanced milk producers. Moreover it has got centralized exotic cattle farm and sperm stations at khanna which distribute semen straws to its affiliated unions and adjoining states.Gurdaspur It has its one seed production and processing plant at bassi(Fatehgarh sahib).e.Jalandhar 11.Amritsar The unions are in eleven district of the state carry out smooth functioning of marketing . Under this programmed development in dairying and dairy technology i.Ghaniyan ka Bangar.procurement cattle breeding programmed through district Co-operation Unions(DOC).e installation of plant . 1.Bathinda 8.Hoshiarpur 10. Milkfed is having two cattle-feed factories i.16 7.Gurdaspur 9.Khanna 2. The following are the sections in Verka: a.These integrated task teams handle there problems that makes the supervision easy.Personnel section g.various sections are managed by the management.Each and every activity is delegated to particular section.Accounts section f.so various tasks are delegated to various sections.Engineering section .These sections are interrelated to have frequent contacts with one another and it‟s easy to share the information they need to coordinate their jobs.17 So the whole development program is carried out through its own controlled factories realte to various fields. 2.All units are having well equipped to maintain its good quality of products as par requirements laid down by ISI.Production section c.Quality control section d.Procurement section b.Marketing section e.It is impossible for top management to take decisions on every problem.19 ORGANIZATIONAL NETWORK For the smooth running of the plant . Purchases section i.20 PRODUCT RANGE The milk Plant Chandigarh has the following line of products :- Product Milk Tonned Skimmed Premium Standard Quantity 500 ml 500 ml 500 ml 500 ml .18 h.Store section 2. 19 Lassi Plain Namkeen Spicy 1 ltr 250 ml 250 ml Cheese Cekatainer Bricks Kheer 250 gms 125 gms 250 gms 1 kg Curd 200 gms 400 gms . 20 Curd premium 400 gms Paneer 200gms 1 kg . 7 kg tin .21 Ice-Cream Kulfi Lollies Bricks Gallons 500gms.250gms 5 ltr Ghee ½ kg tin 1 kg tin ½ kg mom 1 kg mom 2kg tin 5 kg tin 15 kg tin Gulab Jamun ½ kg tin 1kg tin 3. 7 kg tin Milk fruit Drink Mango Raseela Pineapple Lichi drink 200ml tetra pack 200ml tetra pack 200ml pac .22 Ras Gulla ½ kg tin 1kg tin 3. Kulwant Singh Matta. 2004. World Famous Tilda Rice and Golden Temple Atta. Taj Mahal from Unilever/Hindustan Lever. Britannia. K Dairy Amul. Parag. Mohan Food. Haryana Milk Foods. Amul. Fruits & Vegetable and Articles of Daily use all across Canada . Sapan. Verka Ghee & Paneer.22 LEAD PLAYERS IN THE MARKET Nestle. Biscuits from Britannia.23 2. Sohna Saag from Markfed Punjab. Now they are poised to launch a famous Indian Food Chain in North America. Shweta. Mohan. Bikano Namkeens and Sweets from Bikanervala. These two enterprising young men have also successfully promoted a famous brand “Mr. It has become a national brand in just two years of its launch in Dec. Gagan. Dynamix Diary. Lipton.21 PROMOTERS OF VERKA The company is promoted by two young entrepreneurs Gagan Matta and Garry Matta under the visionary guidance of their respected father Mr. . With a very strong dealer and distribution network Gagan Matta presently is the sole distributor of the products of various internationally acclaimed Companies and Brands like Brooke Bond Red Label. Every Day. Malkana. Mazza Mango Juice from Parle. 2. Modern Dairy. White Magic. Sterling Agro. Chetak Cookware and many more. Meadow. Orange”. Gagan Matta migrated to Canada in the year 1996 and with the support of his brother Garry Matta back in India established a successful company “GLOBAL TRADERS” engaged in the distribution of all types of Grocery. Vijaya Spray. Food Products. 24 Market Growth Rates 1990-91 - 1996-97 1996-97 - 2001-02 2001-02 - 2006-07 2004-05 - 2009-10 2009-10 - 2014-15 3.6% 10.1% 8.7% 8.3% 8.0% The main thrust of proposals is on the improvement of animal health and adoption of sanitary and phyto-sanitary specifications (SPS) for dairy products. Towards this end, the Technology Mission on Dairy Development (TMDD) has initiated a wide-ranging program. Table 1: Milk Utilisation Pattern in India, 1943-2004 Year Milk Production (million tones) Mil Utilisation (Percentage) Liquid Milk Traditional Products Ghee/Makhan (clarified butter) Dahi (Yogurt-like) Khoya (Partially desiccated Milk 1943* 23.5 100 28.0% 72.0% 58.7% 5.2% 5.0% 1956 17.8 100 39.2% 60.8% 46.0% 8.8% 4.4% 2004 91 100 46.0% 50.0% 33.0% 7.0% 7.0% 25 Chhana and Paneer (unprocessed cottage cheese) Western Products: Milk Powder, etc *Includes Pakistan and Bangladesh 3.1% Neg 1.6% Neg 3.0% 4.0% The upsurge in milk production has thrown up challenges in milk marketing. The country is blessed with an enormous domestic market because of the following factors: Large population and its continuous growth, low level of per capita milk consumption and hence large size of potential, but latent demand, increasing purchasing power, which is already in evidence, will transform the huge latent demand into real demand. The groups of dairy products offering exciting marketing opportunities are liquid milk itself, which accounts for a sizeable part of the milk consumption products, in which our dairy industry already has demonstrated considerable expertise, like milk powders, butter and ghee. The ability to manufacture the relatively new and sophisticated products like cheese and ice cream alongside the traditional products like paneer, khoya and milkbased sweets are now being manufactured on a large scale. 2.23 GOVERNMENT POLICIES FOR THE MILK INDUSTRY Policies Influencing the Dairy Sector Agriculture, including the dairy sector, is state controlled, and state governments are primarily responsible for development of the sector. The central government supplements the efforts of the state governments through various schemes for achieving accelerated growth of the sector. Despite the importance of dairying in the Indian economy, especially for the livelihoods of resource-poor farmers and landless laborers, government policy toward this sector has suffered from the lack of a clear and strong thrust and focus. The first attempt to conceive a set of policies for livestock development in India was the Royal Commission on Agriculture (1928). We can divide 26 the government policies into three distinct phases; pre-Operation Flood, post-Operation Flood, and post-reform period. One of the indicators of a sector's importance is the budget allocation to that sector. The investment pattern in animal husbandry and dairying during various plan periods is given in Annex Table 2.4. The plan outlay (at current prices) of central and centrally sponsored schemes under animal husbandry and dairying has increased from Rs. 22 crore in the First Plan to Rs. 1,545.64 crore in the Ninth Plan and Rs. 2500 crore in the Tenth Plan. The outlay for dairying increased from Rs. 781 crore in the First Plan to Rs. 900 crore in the Eighth Plan and then declined in the Ninth Plan to Rs. 469.5 crore (all figures are at current prices). The allocation to animal husbandry and dairying as a percentage of total plan outlay varied from 0.98 percent during the Fourth Plan to about 0.18 percent during the Ninth Plan (Figure 2.5). However, in most cases the bulk of the budget is eaten up by wages and other administrative costs of the government departments. Although the dairy sector occupies a pivotal position and its contribution to the agricultural sector is the highest, the plan investment made so far does not appear commensurate with its contribution and future potential for growth and development. The low productivity of Indian cattle has been the central concern of livestock policy throughout the last century. In the First Five Year Plan, the Key Village Scheme (KVS) was launched to improve breeding, feed and fodder availability, disease control, and milk production. To meet urban areas' need for milk, the government promoted stateowned dairy plants to handle milk procurement, processing, and marketing. In 1959, the government Delhi Milk Scheme (DMS) was set up to supply milk to the urban population of Delhi. This scheme adopted the method of departmental milk procurement from the milk-producing areas around Delhi by setting up its own milk collection and chilling centers. Though the collection was started from small milk vendors initially, it ultimately ended up creating big contractors who purchased milk from the small vendors and supplied it in bulk to the milk scheme. The same policies and strategies continued in the Second Five-Year Plan. In 1976, the National Commission on Agriculture concluded that the KVS could not meet its objectives because, due to a shortage of funds, it did The Government of India launched a massive dairy development program popularly known as Operation Flood (OF) from 1971 to 1996. breed improvement through artificial insemination. remunerative prices. The disappointing performance of the dairy sector during the 1950s and 1960s concerned policy makers. This policy initiative turned the Indian dairy sector around and led to all-around growth with several unarticulated spread effects. The program was implemented in three phases: OF-I (1970-1981)." making India the world's largest milk producer. such as better feed and fodder. modeled on the successful experience of dairy cooperatives in Gujarat. This coordinated and innovative effort has greatly increased milk production and ushered in a "White Revolution. and the Government of India undertook a far-reaching policy initiative. and funds thus generated were reinvested in rural areas in milk production enhancement activities. Under this program. OF-II (1981-85) and OF-III 1987-96).27 not stress feed and fodder development and marketing of milk. rural producers were organized into cooperatives so they would have an assured market. Dairy development through producers' cooperatives and milk production based on milk sheds in the rural areas. became the cornerstone of the new dairy sector policy. Operation Flood remained the pivot of government policy in the field of dairy development in India. and inputs and services for milk production enhancement. The Third Plan emphasized the need to develop dual-purpose animals for milk as well as draft use. and disease control measures. The program was initially started with the help of the World Food Program (WFP) and later continued with dairy commodity assistance from the European Economic Community (EEC) and a soft loan/credit from the World Bank. The program was unique in its approach inasmuch as the gift dairy commodities received by India under the program were not consumed by free distribution but were used to manufacture liquid milk. and the number of city milk schemes and milk colonies begun in the 1950s and 1960s declined as the regional and national milk grids started . The Intensive Cattle Development Programme (ICDP) was launched in areas with high milk potential. crossbreeding of nondescript indigenous cattle was introduced during this plan. the former kept selling milk at subsidized rates for long time for political reasons. average liquid milk marketing increased from 27.56 million kg per day during Phase I to 11 million kg per day during Phase III. when the Government of India introduced major trade policy reforms that favored increasing privatization and liberalization of the economy. Milk powder and butter oil were available in the international market at lower prices. however. An indicator of the success of Operation Flood is the amount of milk procured and supplied to consumers. Competition within the organized sector was regulated through licensing provisions. and Mother Dairies introduced aggressive. However. An Integrated Dairy Development Programme (IDDP) in nonOperation Flood. The third phase of Indian dairy policy started in the early 1990s. Between Phase I and III.8 lakh liters per day to about 100 lakh liters per day. In 1989. there are variations in the proportion of milk procured to total milk production across states. which ended in March 1999. hilly. The dairy industry was delicensed in 1991 with a view to . and backward areas was launched as a Centrally Sponsored Plan Scheme during the Eighth Plan and continued during the Ninth and Tenth Plans. which made reconstitution of milk from these products cheaper than collecting and selling fresh milk. Average milk procurement increased from 2.28 operating under OF. India adopted an import-substitution strategy and protected the sector from external markets through means such as quantitative restrictions on imports and exports and canalization (restricting imports and exports through government or government designated agencies). modern milk marketing and distribution systems. which prohibited new entrants into the milk-processing sector. government milk schemes coexisted with the Mother Dairies run under the control of the National Dairy Development Board (NDDB). the Government of India launched a Technology Mission on Dairy Development (TMDD) to coordinate the input programs for the dairy sector. In metro areas. The striking pattern that emerges is the predominance of cooperatives in Gujarat and Maharashtra. It was therefore necessary to restrict the availability of these cheap imports to encourage the indigenous production. To promote domestic production. However. However. with certain inspection requirements.5. in response to sociopolitical pressures. concerns were raised about these government controls and licensing requirements for restricting large Indian and multinational players from making significant investments in this sector. The order included sanitary and hygienic regulations to ensure product quality. The order required permission from state/central registration authorities to set up units handling more than 10. restrictions on the remaining products were removed in April 2002. which made India open up its dairy sector to world markets.000 liters of milk per day or milk solids up to 500 tons per annum (TPA). The status of registrations granted under the MMPO as of March 31. and trade in dairy products was allowed freely. The second major development in Indian dairy sector policy came when India signed the Uruguay Round Agreement on Agriculture (URAA) in 1994 and became a member of the World Trade Organization (WTO). The government has amended the MMPO from time to time. The first major step was taken in 1994-95. depending on the capacity of the plant. when restrictions on setting up milk processing and milk product manufacturing plants were removed and the concept of milkshed was also abolished. when the import of skim milk powder (SMP) and butter oil was decanalized. India had bound its import tariffs for dairy products at low levels in the Uruguay Round schedules.24 ACHIEVEMENTS OF VERKA . there was a significant reduction in the import tariffs on dairy products after trade liberalization. which would definitely increase competition in the domestic markets.29 encouraging private sector participation and investment in the sector. Moreover. This amendment is expected to facilitate the entry of large companies. However. The import and export of dairy products was delicensed and decanalized. the government introduced the Milk and Milk Products Order (MMPO) in 1992 under the Essential Commodities Act of 1955 to regulate milk and dairy product production. is given in Annex Table 2. the major amendment was made in March 2002. 2. 2002. 5% for the last 5 years and is determined to maintain this rate of growth in the coming 4-5 years to achieve the target of Rs.558. .32 Crores to Rs.00 Crores Sales turnover in the year 2014-15.02 lacs earned during the year 2008-09.628.1110.02 lacs in previous year.30 IMPRESSIVE SALES GROWTH AND ATTAINED 13% CAGR FOR THE LAST 3 YEARS. Milkfed achieved impressive Sales growth of 13% during the year 2009-10 in comparison to previous year by increasing this from Rs.20 Crores. During the year 2009-10 seven out of Eleven Milk Unions earned net profit. This is ever highest profit since inception and surpassed earlier highest profit of Rs.49 lacs during 2009-10 against net profit of Rs. If we put Milkfed & its affiliated Milk Unions together there is net profit of Rs.78 lacs during previous year. This will improve the financial position of Milk Unions with special reference to reduction in ratio of Salary & Wages overhead to Sales turnover. 2600. 1450. SIGNIFICANT IMPROVEMENT IN FINANCIAL POSITION Milkfed as an Apex Body earned net profit of Rs. 1462. 1253. Milkfed is expecting impressive growth in Sales turnover to continue during the year 2010-11 also which is a healthy sign and has a plan to achieve target of Rs. efficient fund management. aggressive marketing. Milkfed has been able to achieve CAGR of more than 17.02 Lacs during the year 2009-10 in comparison to profit of Rs. costs drive and mobilisation of additional resources.00 Crores.1462. This ever highest profit has been possible by adopting various strategies to increase Sales turnover.2021. milk procurement. Sweetened Flavored Milk. Ice Cream. of Milk per day during the year 2009-10 against procurement of 9. Cheese. During the current year 2010-11 the Federation has attained growth of 15% over same period of last year. Indigenous Sweets under the brand name of Verka. Cattle Feed and mineral mixture for milk producers. Paneer. In the year 2007-08 its position improved to 8th by overtaking Kerala. Milkfed Punjab was at 5th place in the year 1995-96 after Gujarat. of packed milk per day in different variants during the year 2009-10 against 6. UPWARD TREND IN MILK PROCUREMENT Milk procurement of MILKFED was almost stagnant till 2006-07. Fresh Products like Lassi. .49 lac Kg. Skimmed Milk Powder.4%.58 lac Ltrs. Rajasthan. Per day during the year 2008-09 achieving impressive growth of 10.21 lac Kg. . Kheer.27 lac ltrs. By adopting various focused strategies we were able to procure on an average 9.2010. It also markets Fodder Seed. Table Butter.31 VERKA'S PRODUCT RANGE Milkfed markers a wide range of products including different variants of Pasteurised Packed milk. Milkfed is expecting impressive growth rate in packed liquid milk sales to continue in this year also and has achieved growth of 9% upto September. Ghee. Tetra Pack Products. If we see Milk Procurement scenario in Cooperative Sector at National level. IMPRESSIVE GROWTH IN PACKED LIQUID MILK SALES Milkfed marketed 7. Whole Milk Powder. Dahi. Maharashtra. and Tamil Nadu and due to one reason or other it slipped down to 9th position in 2006-07. per day during the year 2008-09achieving an increase of 4%. Further to 7th position in 2008-09 by overtaking Uttar Pradesh. 32 IMPRESSIVE SALE GROWTH IN FRESH MILK PRODUCTS During the year 2009-10 more stress has been given to market fresh products like Paneer. The Federation has a plan to bring it further down during the current year by carrying out the exercise of restructuring of manpower in all the Milk Unions and Milkfed Units by giving more emphasis on outsourcing number of activities and by automation at Plant level.5% during the year 2009-10 by achieving good growth in sales turnover.25 PROBLEMS OF THE MILK INDUSTRY Key success Business concerns Demand drivers factors Liquid milk Sourcing Distribution Financial distress coof Packaging smaller units in . which are value added products for Milk Unions.02% during the year 2005-06 which came down to around 7. In case of Milkfed including its affiliated Milk Unions it was 10. Dahi. Product-wise growth achieved during the year 2009-10 in comparison to 2008-09 SUBSTANTIAL IMPROVEMENT IN SALARY & WAGES OVERHEAD AS PERCENTAGE OF SALES TURNOVER In a sound commercial organization the ratio of salary & wages overhead to Sales turnover should be below 5%. Lassi etc. Kheer. 2. 33 operatives Package d milk Technology Small market size Convenience Health concerns Milk products Branding Refrigeration Inadequate infrastructure Increase per income in capita Infant mil Education Marketing Poor penetration Changing food habits Regulatory changes Dairy sector was de-licensed in 1991 No industrial license is required fro dairy industry Foreign equity participation permitted to the extent of 51 per cent in dairy processing sector Excise duty on dairy machinery has been fully waived off Key legislations: Milk and Milk Products Order 1992: With following controls – – Collection areas/milk sheds specified Processing capacity fixed Revised MMPO in 2002: Controls stand withdrawn . distribution and supply of milk products are controlled by the Milk and Milk Products Order. marking and labeling standards for milk and milk products. ➢ Fewer facilities for transportation of milk. machinery. and premises. ➢ Brand name . . ➢ Good corporate governance and socially responsible organization. 1992. and includes quality control. ➢ Qualified. Feeding Bottles and Infant Foods (Regulation of Production. Supply and Distribution) Act. experienced and devoted workforce. The Infant Milk Substitutes.34 The production. Such a status is not enjoyed by any of the other brands in the market.26 SWOT ANALYSIS STRENGTHS ➢ Minimum interference from the top management in day to day working. packing. certification. 1992 and Rules 1993 2. The order sets sanitary requirements for dairies. ➢ Problems in research and development. ➢ Technical and financial guidance and support from Milkfed Head Office Chandigarhand National Dairy Development Board. ➢ Emotional attachment of people to Verka as they consider it as brand of Punjab. ➢ Own cattle feed plant and fodder seed grading station for supplying certified fodder seeds. WEAKNESSES ➢ Highly competitive market.Verka ➢ Direct contacts with milk producers. ➢ Other brands of milk are giving tough competition. This allows milk plant to give competitive prices for procuring milk and attract more and more dairy farmers. . It has received export orders for Skimmed Milk Powder.35 ➢ The plant is having very limited human resources and most of its departments are falling short of work force putting extra burden on present work force. OPPORTUNITIES ➢ Skimmed Milk Powder (SMP) is cheaply available to milk plant as it is prepared when procurement is more than demand. as it does not advertise its products completely. Thus. There is a possibility of this trend being followed by other Companies like Amul and thus creating tough competition for Verka. ➢ National Dairy Development Board is also helping milk union to increase milk procurement. ➢ the absence of strict quality parameters for private dairies. Ghee and Raseela. ➢ Milk plant is already exporting Ghee to gulf countries. ➢ Although Verka is having a broad range of products but still there are certain niche products which Verka do not manufacture until now. it is expected that by more exports. Verka should make efforts in developing such products like Skimmed Milk in tetra packs. it will earn more precious exchange for country. ➢ Health consciousness among people is increasing day by day and thus there is hugemarket for pro-biotic milk and milk products THREATS ➢ Other big companies like Dairy Pure and Vita are foraying into milk business. ➢ Although management is devoted to its work but they are traditionally educated so theylearn by experience. the entry barrier In for them is very low. 36 ➢ it is a government organization any change in government means change in As its all policies. ➢ The cost for the raw material is continuously rising and this major cause warning people from dairy farming . V” the objective of the research was to study consumer satisfaction and brand loyalty of the respondents toward the Onida T. correlation.V. By the researcher found that the expectations of customers of SBI are met to a limited extent. . N. The research methodology adopted by the researcher includes chi-square test. percentage. graphs and pie charts. The researcher founded that favorable appreciation response was received from the customers. Primary data has been collected from the existing customers of SBI. 2 REVIEW OF LITERATURE Dr. Arvind Kumar Yadav and Mr. arithmetic mean. and variance. Suman Yadav (2008) Journal of IPM Meerut The research on the on the topic “CONSUMER SATISFACTION IN SBI” the objective of the study is to made analyse with regard to the assessment of services provided by SBI to the customers. Data collected has been analyzed by researcher through tables. Kathirvel and Dr. Dr. For this researcher collected primary and secondary data from the sources.37 CHAPTER NO. The research methodology used by researcher includes collection of primary and secondary data. Study also certifies that consumer behavior is unpredictable one in any kind of the market. N Chandersekaran (2008) Indian journal of marketing The researcher research on the topic “CONSUMER BEHAVIOUR AND BRAND PERFORMANCE TOWARDS THE ONIDA T. Steen amp (1991) studied the Consumers' variety seeking tendency (intrinsic desire for variety) is recognized as an important characteristic that influences consumers' electronic choice behaviour. For this researcher collected primary data and analyse it with the help of tables. Empirical studies in economics and marketing have not specifically focused on this consumer characteristic. bar graphs and pie charts. awareness of customer about the products and to predict the consumer behavior.V Rangeswara Reddy (2009) Indian journal of marketing The researcher research on the topic “CUSTOMER SATISFACTION OF NOKIA MOBILE HANDSET USERS” the objective of the research is to study the satisfaction level of the customers. In this paper a scale (VARSEEK) for measuring consumers' variety seeking tendency with respect to foods is developed. charts. It is also concluded that the consumer is influenced to buy nokia due to its brand image and also the satisfaction level of customers of nokia is high as compared to the others handsets in market.k mukharje (1995) studied that two-equation bivariate probit model was formulated to analyze simultaneously consumers' preferences and attitudes toward organically grown produce (OGP). Instead. Given the great many factors that may underlie variation in behaviour. The construct validity of this VARSEEK-scale is investigated extensively and managerial implications are discussed H.38 J. The researcher found that the product awareness about the nokia product is high as compared to others. Among the . Results suggest that consumers who are nutritionally conscious. concerned about the use of pesticides. and wanting produce tested for freedom from residues would have a higher Propensity to prefer OGP. intrinsic desire for variety cannot be validly derived directly from observed behaviour. a measure specifically tapping this consumer characteristic is required. but instead have approached the issue from the overt behaviour side. and competitive pricing are the most important factors that would enhance the marketing potential of OGP .39 potential buyers. The study suggests that testing and certification. and have large families are more likely than others to tolerate sensory defects. better-educated. consumers who are white. sensory qualities. Marketing is restless. Phillip Kotler. 3 RESEARCH METHODOLOGY RESEARCH METHODOLOGY INSIGHT MARKETING RESEARCH PROCESS AN OVERVIEW. collection. electronics and computer.40 CHAPTER NO. The market orientations have changed from production to market. One in analyzing my samples follows no conventional method.MAIN OBJECTIVE The essence of research conducted by me is to analyze the customer satisfaction level of the products supplied by verka and how do the customers rate the products and the services given by verka. INTRODUCTION According to Prof. The total analysis is based on the internees from the question put on before my sample size. thousands of new products including those of entries of new industries such as automobiles. The eventual objective is to suggest some recommendations to the company so as to enable them to increase the satisfaction level. have appeared in the market. Since 1920 many important and dramatic changes have taken place in marketing. . A research of this can‟t be done all once throughout large area in a limited time so CHANDIGARH has been selected for research. analysis and reporting of the data and finding relevant to specific marketing situation facing the company”.”Marketing research is the systematic. textile. design. changing dynamic field. walk product etc. 41 STEPS OF MARKETING RESEARCH PROCESS:DEFINING PROBLEM AND RESEARCH OBJECTIVES DEVELOPING THE RESEARCH PLAN COLLECTION OF DATA PRESENTATION OF THE FINDINGS The first step of marketing research is defining the problems and research objectives. To ascertain rescannable price of Verka products. To know the opinion of people about Verka products regarding Taste. Following are the problems and objectives which are to be defined: # # # # # # market # its To ascertain the frequency of using Verka product. To ascertain the best product of Verka brand. While designing a research plan we have to take decisions regarding data sources. There are two plan contact methods which are as follows: . search approached. To know about sales pattern. search instruments. why people prefer Verka kheer. DEVELOPING THE RESEARCH PLAN The second step of marketing research process calls for developing the most efficient plan for gathering the needed information. To know the competition level faced by Verka products in the . sampling etc.quality etc. DATA SOURCES There are two types of data sources a. Questionnaire is distributed to people to know . b. preferences. satisfaction etc.Survey are best suited for descriptive research companies which undertake surveys to learn about peoples‟ knowledge. financial documents referred 2. beliefs. RESEARCH INSTRUMENT Questionnaire A questionnaire is prepared and used to collect the information. This is face to face contracted with structured or sometimes even unstructured patterns. 3. While observation and tours are best suited for exploratory research which is not the case of our study. Secondary Data:Secondary data can be obtained from different Milkfed magazines and annual reports.42 1.Primary Data:Personal interviews are conducted which enable collection of oral verbal response. This helps in obtaining indent information. b. RESEARCH APPROACH Survey Method : . primary data Secondary data a . to measure these magnitude in the general population. The majority of questions are close ended. In our case the general public in cities and towns come under the sampling unit. There can be error as some respondent can give biased or dishonest answer for the collection of the information. demands etc. CONTACT METHOD:- In this decision is taken that how the object should be contacted i. The researchers personally go to . Sampling Unit:. the target population that will be sampled. tastes.e. we must design a sampling plan. Sample Size:. Sampling Technique :. 6. whether by questionnaire. This plan calls for three decisions: a. In our research personal interview is the most convenient and reliable method.e. SAMPLING PLAN After deciding on the research approach and instrument. In our study 100 customers were surveyed in Chandigarh. interviews.Random sampling is used because it is not practically possible to visit all places of Punjab therefore Chandigarh chosen for survey. COLLECTION OF THE INFORMATION:- The data collection phase of the marketing research is the most expensive and most error prone process. This is one of the easiest methods of collecting information. 5. b. c. 4.Large samples give more reliable results.Here we define what is to be surveyed i.43 about their preferences. I also got a lot of exposure about the market. The present study undertaken is descriptive in nature and in this study questioning people with regular expertise in that are being used.44 customers to collect the reliable data. Here I got the experience of working professionally and independently on the road which gives some taste of practical marketing. Here all knowledge of the researcher about that field comes to test the ingenuity of the research. . . 25% says they use dairy milk and rest 41% says they use milk brought by milkman. 4 ANALYSIS AND FINDINGS ANALYSIS & INTERPRETATION 1.45 CHAPTER NO.Kind/source of milk purchased? Packed Dairy Milkman 34 25 41 Fig 5.1 Milkman 41% Packed 34% Dairy 25% Packed Dairy Milkman Fig 5(a) Interpretation: According to 100 respondents 34% people says that they use to use packed milk. .46 2:How you ever used Verka Products? Answer Yes No Percentage 60 40 Fig 5.2 Percentage 40% 60% Yes No Fig 5(b) Interpretation: According to 100 respondents 60% people says that they use to verka product and 40% people do not use verka product. . .3 Percentage 60 50 40 30 20 10 0 Milk IceCream Lassi All & Others Percentage Fig 5(c) Interpretation: According to 100 respondents 55% people says that they use to use packed milk. 25% says they use ice cream and 5% says they use verka lassi and rest are 15% used other product of verka.47 3:From the following which Verka products you have used? Products Milk Ice-Cream Lassi All & Others Percentage 55 25 5 15 Fig 5. 48 4:Since when you are using Verka milk Product? Time in Years 1 1-5 More than 5 Fig 5. 34% from 1 to 5 year and 9%people using the milk more than 5 year. ..4 Percentage 57 34 9 Percentage 9% 1 1-5 More than 5 34% 57% Fig 5(d) Interpretation: According to 100 respondents 57% people says that they are using the milk product last one year. the price is not .5 Percentage 45 55 Percentage 45% 55% Yes No Fig 5(e) Interpretation: According to 100 respondents 45% people says that the price of verka milk product is reasonable and remaining 55% people says that reasonable.49 Q5:Do you think whether the price is reasonable for Verka milk products? Answer Yes No Fig 5. 8% people says that packing is ok. . 9% says satisfactory and remaining 15% says that the packing of verka products are poor so according to this analysis packing is good.6 Percentage 80 70 60 50 40 30 20 10 0 Percentage Fig 5(f) Interpretation: According to 100 respondents 68% people says that the packing of verka products are good.50 6: What do you think about the packing of the different Verka products? Answer Good Ok Satisfactory Poor Very poor Percentage 68 8 9 15 0 Fig 5. 8% says that its taste is average. 18% people satisfactory with this and 10% people says that the taste is poor. .51 7:In your opinion taste of the Verka products are? Answer Good Average Satisfactory Poor Very poor Percentage 64 8 18 10 0 Fig 5.7 Percentage 70 60 50 40 30 20 10 0 Percentage Fig 5(g) Interpretation: According to 100 respondents 64% people says that the taste of verka product is good. 8 Percentage 60 50 40 30 20 10 0 Excellent Good Satisfy Poor Percentage Fig 5(h) Interpretation: According to 100 respondents 13% people says that the quality of verka products are excellent.52 8. 51% people says that the quality is good. 26% people satisfy with this and remaining 10% people says that it is poor. .What is your opinion about the quality of the various Verka products? Answer Excellent Good Satisfactory Poor Very poor Percentage 13 51 26 10 0 Fig 5. 53 9.9 37 No 37% Yes 63% Yes No Fig 5(i) Interpretation: According to 100 respondents 63% people says that they are aware about that full cream milk is the best for growing children & sports person as it contain 6.0% of fats? Yes 63 No Fig 5. .Are you aware that full cream milk is the best for growing children & sports person as it contain 6.0% of facts.0% of facts and rest 37% says that they are not aware that full cream milk is the best for growing children & sports person as it contain 6. As clear from analysis mostly people have not seen the verka advertisement.10 Percentage 24% 76% Yes No Fig 5(j) Interpretation: According to 100 respondents 76% people says that they have not seen the verka advertisement and 24% says that they have seen the advertisement.54 10:Have you ever seen the advertisement of the Verka Products? Answer Yes No Percentage 24 76 Fig 5. . . 18% people buy during break time.11 Percentage 40 30 20 10 0 As a Health Tonic For Break For Enjoy During Traveling Percentage Fig 5(k) Interpretation: According to 100 respondents 27% people says that they like to buy verka products during traveling. 35% people buy as a health tonic and remaining 20% buy verka products only for enjoy.55 11:When you like to buy verka products? Answer During Traveling For Break As a Health Tonic For Enjoyment Percentage 27 18 35 20 Fig 5. 5 CONCLUSION Conclusion Working at Verka Milk Plant. 5. Chandigarh gave me an opportunity to apply my skills and knowledge. 2.56 CHAPTER NO . We conclude from the survey done that more than 50% of the population considers the services and the quality of the products offered by verka plant good and they customers are satisfies by it. . 3. which I had gained previously. 1. We found out that more than 60% of the sample size taken has heard about the products and has used the products at some point of time. Based on the random questionnairs that were filled by the population in Chandigarh we have come to the following conclusion. A considerable amount of population has seen the verka advertisement and knows about the latest products and prices offered by the plant. 50% of the population in sample size consider the quality of the verka products to be good. 4. Milk plant should think of giving extra commission to its dealers for ensuring such facilities. There is need to communicate regularly and taking feedback from agents.6 SUGGESTION AND RECOMMENDATIONS RECOMMENDATIONS REGARDING PRODUCT:1. Milk consumer values from delivery and a lot of distributors are already providing this facility. RECOMMENDATIONS REGARDING PLACE 1. Shortage of products is seen in Sunam so distribution network should be improved for the same. Kheer is available in 125gm pack. 3. Monthly meetings will help in improving the relation with dealers. . Plain lassi which comes in one litre pack only should be available in smaller packs like 250ml or 500ml. 2. 2. Verka has presently four variants of liquid milk in market but still it is not able to segment market according to consumers‟ preferences. 3.57 CHAPTER NO. The only differentiation in these variants is the color of the packs. Variants name should be printed on the packs in such a way that they are clearly visible to the consumer. which is quite small and is recommended to be packed in larger pack like family size packs so that it can be consumed conveniently as a sweet dish by whole family. The declaration of the prices like “Fastest Growing Dealer” OR “Highest selling Dealer” can be announced bi monthly or bi annually to motivate dealers to increase their sales. 58 RECOMMENDATION REGARDING PROMOTION The following steps can be taken in the field of promotion: 1) Using electronic and print media for information dissemination: In recent days. there has been lots of new highlighting adulteration of food products that is making people skeptical about packed food products. 2) Inviting people for plant visits on weekends: Plant can be opened to general public for visit on Saturday and Sunday for a limited time interval in order to win their trust on verka products. 3) Toll free telephone for customer feedback: Presently verka products have a telephone number printed on their packs but this is not toll free. Recommendations regarding pricing: Following suggestions can be considered for improving pricing strategies of companies: 1) Introduction of coupon system. Special programs highlighting supply chain of milk producers „ co-operatives can be screened and telecasted on TV from time to time . This can be done through collaborating with Radio Fm channels where winners can get free visits and some limited period coupons.news highlighting achievement of milk plant can also be published in news papers which will help in creating favorable image for verka products. . A toll free number should be there and printed in such a color or font that is easily differentiable from the rest of the text on the pack. Coupon system has been successfully implemented by several individual distributors in their respective areas. It is cumbersome for consumers to make payment daily as change for currency is not available at times. This problem can be solved by introducing milk coupon which can be bought from agencies. People buying milk using coupons can be this discount of fifty paise. 2) Pricing in round figures: Milk sellers often do not have fifty paise coin or change with them so they often sell milk at higher prices . 4) Interaction with dealers was also difficulty as they were busy with their customers most of the time. This will encourage more people to for milk coupon.this problem can be curbed by keeping the prices in whole number multiple of rupee.59 Milk is the commodity that is daily bought and consumed within households. 2) Few consumers were reluctant to fill the questionnaire as they perceived us as sale men and also shown reluctance in giving their contact numbers. it was not possible to interact with people from all over the city or even district. They are offered candies in return for change which many of the consumers do not like. 3) Time period for the project execution was less as ample time could not be given to each customer and vice versa as they have to fulfill their other obligations also. 5) There is no measure to check out whether the information provided by the consumers is correct or not. . Limitations of research:1) Due to chandigarh being a large city. It is needed to be implemented in entire city. PEARSON PRENTICE HALL(NOIDA) SALES AND DISTRIBUTION MANAGEMENT BY KRISHNA K HAVALDAR AND VASANT M CAVALE.EDITION-2ND EDITION(2009).milkfed.EDITION-5TH EDITION (2008).milkfed.NEW AGE INTERNATIONAL PUBLISHERS(BENGALURU).EDITION13TH EDITION(2010). GARY ARMSTRONG.nic.org .jp www.KOTHARI.milkfed.in www.TATA McGRAW HILL(NEW DELHI) RESEARCH METHODOLOGY BY C.60 BIBLIOGRAPHY During the making of the project report various books are consulted: The main books which helped me during the project are: PRINCIPLES OF MARKETING BY PHILIP KOTLER. WEBLIOGRAPHY:www.R. 61 ANNEXURE QUESTIONNAIRE The activity is for the welfare of the Customers of verka product and collection of information about quality.Name:.quantity and competitor products of verka. Date________/Time_________ 1.Contact ______________________________________________________________ no. How you ever used verka product? Yes No .:- 4.______________________________________________________________ 2.Address ________________________________________________________________ :- ________________________________________________________________ 3. Kind/source of milk purchased? Packed Dairy Milkman 5. From the following which verka products you have used? Milk Ice cream Lassi All & others 7. What do you think about the packing of different verka products? Good Ok Satisfactory Poor .62 6. Do you think whether the price is reasonable for veka milk products? Yes No 9. since when you are using verka milk products? One year 1-5 years More than 5 years 8. 63 10. Are you aware that full cream milk is best for growing children & sports persons as it contains 6. What is your opinion about the quality of the various verka products? Excellent Good Satisfy Poor 12.0% of fats? Yes No . In your opinion taste of verka products are? Good Average Satisfactory Poor 11. Have you ever seen the advertisement of verka products? Yes No 14.64 13. When you like to buy verka products? During traveling For break As a health tonic For enjoyment Signature . 65 . 66 .