A PROJECT REPORT

ON

Consumer Awareness and Satisfaction Survey of
Verka products

Submitted to Punjabi University, Patiala in partial fulfillment of
The requirements for the degree of

MASTER OF BUSINESS ADMINISTRATION
(2013-2015)




CHANDIGARH BUSINESS SCHOOL GHARUAN
MOHALI




Supervised By: Submitted By:
Prof.Vishal Sharma Sumit Singh



ACKNOWLEDGEMENT

I would like to thank General Manager Verka Milk Plant, Mohali, for providing me this
wonderful opportunity to work with Roper Distt. Milk Producers Union Cooperative Ltd.
I am extremely thankful to In-charge (Marketing MRS. NEELAM and entire marketing division
for their invaluable support and inputs in this project.
I extend my sincere gratitude to various respondents and citizens of Chandigarh who spared their
valuable time and contributed to consumer survey.


SUMIT SINGH
















DECLARATION

I undersigned here by declare that the summer training project report submitted to my
college .CHANDIGARH BUSINESS SCHOOL. In partial fulfillment for the degree of
master of business administration on consumer awareness and satisfaction survey of
Verka products is a result of my own work under continous guidance and kind co-
operation of our college faculty member Mr.Vishal sharma. I have not submitted this
training report to any other university for the award of degree.



VISHAL SHARMA
(ASSIT PROFESSOR)












CERTIFICATE OF COMPLETION

This is Certify that Mr. SUMIT SINGH MBA (3rd Semester) has successfully completed his
project titled consumer awareness and satisfaction survey of verka products(Lassi) under
the guidance of Ms. .. This is in the partial fulfillment of her MBA curriculum (2013-2015)



Dated:
Ms.
(Project guide)


















PREFACE

For management careers, it is very important to develop managerial skills .In order to achieve
positive and concrete results, along with theoretical concepts, the exposure of real life situation
existing in a corporate world is very much needed. Therefore, it becomes necessary to undergo
any project work. Practical supplement the theoretical studies i.e; it covers what is left uncovered
in classroom It exposes a student to invaluable treasure of experience.
I underwent summer training in VERKA MILK PLANT, located in Mohali. It was my fortune to
get training in a very healthy company. I got great opportunity to view the overall working of the
organization. In the forthcoming pages, I have attempted to present a report covering different
aspects of my training.
















EXECUTIVE SUMMARY

Customers today are more informed and more demanding than ever. They know quality service
when they get it and they arent afraid of taking their business elsewhere if they dont get it.
Most manufacturers have taken this fact to heart because a refusal to acknowledge this reality
can spell - failure - rejection by the one who holds the purse strings and the key to profits.
Satisfaction of customer needs, in fact, provides a rationale for the firms existence.
Therefore consumer behavior lies at the heart of modern marketing and its knowledge is vital for
a firms existence, growth and success. An understanding of the motives underlying the
consumer behavior helps a firm to seek better and more effective ways to satisfy consumers.
Consumer behavior, however, is a complex system where there is an interaction of
various social, economic and psychological factors. All these factors affect the purchase decision
of the buyer and his perception about different products. Buying decision process incorporates all
the activities that individuals go through in their role as consumers. It starts right from the time
when there is a state of deprivation (need arousal) and goes through a point when a means of
need satisfaction has been obtained. It ends at a juncture when the product has been used for a
sufficiently long period of time to judge the level of satisfaction (post - purchase evaluation).
Satisfaction is the key to generate repeat business. It ensures customerloyalty and determines
whether a customer would come to the company again.






TABLE OF CONTENTS

Chapter No. Contents Page No.
1.
Introduction
1.1 Industry profile (Milkfed)
1.4 Company Profile (Verka mohali)
1-33
1-14
15-33
2. Review of literature 34-36
3. Research Methodology 37-42
4. Data analysis & Interpretations 43-58
5. Conclusion 59-60
6. SWOT Analysis 61-63
7. Suggestions and recommendations 64-67
8. Bibliography 68-69
9. Annexure 70-72









CHAPTER NO. 1
I NTRODUCTI ON














1.1 MILKFED-PUNJAB
(Introduction)
The Punjab State Cooperative Milk Producers Federation Limited popularly known as
MILKFED Punjab, came into existence in 1973 with a 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.
Although the federation was registered much earlier, but it came to real self in the year 1983
when all the milk plants of the Punjab Dairy Development Corporation Limited were handed
over to Cooperative sector and the entire State was covered under Operation Flood to give the
farmers a better deal and our valued customers better products. Today, when we look back, we
think we have fulfilled the promise to some extent. The setup of the organization is a three tier
system, Milk Producers Cooperative Societies at the village level, Milk Unions at District level
and Federation as an Apex Body at State level. MILKFED Punjab has continuously advanced
towards its coveted objectives well defined in its byelaws.
First verka Milk Plant of the State was setup near the Amritsar.The brand name of Milk
and Milk Products was adopted as verka.Commissioning of the Plant was done by Dairy
DevelopmentCorporation in 1974.








OBJECTIVES OF MILKFED
1. To provide remunerative prices to milk producers by value addition and marketing of
produce.
2. To provide technical inputs for enhancement of milk production on the other hand.
3. To carry out activities for promoting production, procurement processing and marketing of
milk and milk products for economic development of the farming community.
4. To purchase and/or erect buildings, plants, machinery and other ancillary equipment to carry
out business.
5. To study problems of mutual interest related to production, procurement and marketing of
dairy and allied products.
6. To establish research and quality control laboratories.
7. To make necessary arrangements for transfer of milk allied milk products and commodities.
8. To market its products under its own trade name/brand name with its Member Unions trade
mark/brand.
9. To promote the organization of primary societies and assist members in organization of the
Primary Societies.





ACHIEVEMENTS OF MILKFEED
On the basis of quality with efficient administration, MILKFED has not only established new
mile stone of providing services to Dairy farmers but scaled new heights in delighting esteemed
customers also.

1. MILKFED is providing technical input services like animal healthcare, supply of quality
cattlefeed, fodder seeds etc. at the door steps of the dairy farmers under its Productivity
Enhancement Programme.
2. For producing quality technical services MILKFED has established its own two cattle feed
plants having capacity of three hundred metric ton per day.
3. During the last 3 years, 8 Milk Plants and 2 Cattle Feed Factories of MILKFED, Punjab were
accedited with ISO9002 and IS-15000 (HACCP) Certification.
4. In view of today's interest of consumers in getting quality and safe products, MILKFED is
manufacturing quality milk and milk products as per International Standards and also exploring
the possibility of manufacturing milk products of consumer's choice.
5. MILKFED has launched its own interactive Website on Internet for its prospective customers
which can be accessed by clicking http//www.milkfed.nic.in
6. MILKFED introduced liquid milk in new design packing with Mnemonic Symbol of Co-
operative Milk in all the District Milk Unions.




CRITICAL ANALYSIS OF MILKFEED
Corporate Focus
MILKFED is serving the cause of Milk producers of the state in collaboration with National
Dairy Development Board by increasing the number of functional MPCSs from 4642 in 1990-91
to 6248 in 2000-01 and their membership rose by 90000 from 2.63lac in 1991 to 3.53lac during
the same period. This has resulted in increase of milk procurement from 1438lac in 1991 to
3371lac liter in 2000-01. However, rehabilitation plan of sick Milk unions has yet to reach the
implementation stage.
Strength/Care Competency/Opportunities:
MILKFED earned a net profit of Rs.3.19crore in 2000-01. Its core competency in marketing of
Milk &Milk products by creating a marketing infrastructure is serving a social purpose by
providing income to land-less laborers small and marginal farmers scheduled caste families and
households headed by women having just one or two cattle only as nearly 90% of the member of
Milk producers Cooperative Societies belong to these categories
(Annexure 20) Operation Flood programmed of dairy development is implemented by it in the
state.
MILK VISION 2004 to stabilize the gap between Milk procured during peak seasons and lean
season has been drawn by MILKFED to optimally utilize Milk plants for reducing their losses.
Moreover, Model diary farms in collaboration with Technology information and Assessment
Council (TIFAC) are being developed by it at a capital outlay of Rs.2.00crore.
Restructuring/revival
Export Ropar and Ludhiana Milk unions the remaining 9 unions are incurring losses. Their
combined accumulated looses are Rs.76.33crore as on 31-03-2001. This way, cooperative Milk
unions structure of MILKFED is losing its commercial viability over the last two years by

restricting itself to the sale of Milk and Milk products only and not exploiting its well developed
procurement sale and supply distribution channels to market fresh vegetables and fruits along
with processing and procurement of oil seeds. To make these plants viable and socially
sustainable the introduction of latest technology in Milk; plants and full exploitation of its
marketing strength in procurement and marketing network is the need of the hour. MILKFED is
a vital mechanism for more them one reason in the Punjab context. First and foremost it is
engaged in raising the viability of Agriculture of the small/marginal farmers. Landless labors,
families with no male earners and the scheduled castes. It is therefore of utmost importance that
the Government of Punjab make its due contribution for the purpose of leveraging finances or
the National Dairy Development Board and other cooperative institutions. Infect, If necessary
Government should get District Milk Union Cooperative so that hitherto slow extension is
intensified and the maximum potential for cost reduction is achieved. The other important reason
for Government to support this activity even by subsides to induce a shift out of the paddy-
wheat rotation by encouraging the cultivation of better seeds vegetable, Fruits and eventually oil
seeds and meat products.





















1.2 COMPANY PROFILE (VERKA MOHALI)
GENERAL FEATURES OF MILK PLANT MOHALI

NAME: Verka Milk Plant.
ADDRESS: Verka Milk Plant PHASE 6, Mohali Punjab
RAW MATERIAL: Milk.
PRODUCTS: Pasteurized milk, Special kheer, Ghee,
Curd, Cheese, Milk Cake, Sweet flavored milk,
WORKING HOURS: 24 hours (3 shifts).
TOTAL WORKERS: 163.
Capacity 1 Lakh Ltrs per day.

















PROFILE OF THE UNIT
The elegant building situated on the National Highway No. 21 just before we enter in
Chandigarh from Punjab is that of Milk Plant owned by The mohali District Co-operative Milk
Producers Union Ltd. Its foundation stone was laid by Indias Home Minister Mrs. Uma Shanker
Dixit in 1973. It started its production in 1979. Its name was registered as The Mohali Distt.
Co-operative Milk Producers Union Ltd. mohali. It has been registered under Punjab Co-
operative Societies Act 1961 on 24 March 1973. This union started its milk procurement from
March 1974.
The union is working under the laws of act. In the beginning 13 societies became its members.
But this union started as milk procurement from 1974. Initially its office was situated on the
upper side of co-operative bank of mohali. At that time Milk Plant was not properly made.
Initially the societies of nearest circle were started, after this it was expanded and centers were
approved at other places. At that time this union collects milk from other societies and to
Horlicks. Before it, except Horlicks there was no major buyer of milk and Horlicks was a private
concern giving low rates.
After that the union was strengthened and milk producers got benefited by this union as they
were getting reasonable rates for their from. A project report of Milk Plant mohali was made at
that time with shares from different societies were to be collected and it includes Rs 100 share
money and Rs 5 admission fees, 15 lack Rs were to be collected and in this manner and the share
of government was fixed at Rs 40 lack.For the smooth running of the plant, the union had taken
loan of worth Rs 62 lack from Co-operative Development Corporation. By this loan a milk plant
was established. It started milk of 45000 liters per day in December 1979 further it was expanded
with the help of National Diary Development Board at ANAND under the Operation Flood
programmed. After few years a drier was installed with a capacity of 10 tones. For the purchase
of this machinery 70% of loan was taken from NDDB and 30% loan from government in the
form of subsidy. The total investment in the plant was 6.5 crores.









GEOGRAPHICAL LOCATION OF MILKPLANT



Milk Plant Mohali is located in District Ropar of Punjab. It is located on the National
Highway No. 21 joining Chandigarh with Ropar, Jalandhar and Amritsar. It is situated in
Phase-VI of Industrial Area, Mohali at a distance of about 8 km. from Chandigarh.

Milk Plant and its surroundings is an Industrial Trade Centre. This plant is situated next to
Raja Ram Com Products and on opposite side of PUNWIRE. There is a seasonal river
in north-west side of the plant and in west side is located a village Balongi. There is a great
advantage as it is directly connected with National Highway which is facilitating all
transportation and allied activities.








LOCATION AND LAYOUT
In the milk plant there are hard receiving departments: Production and Engineering. The location
of the stores department is carefully planned out and it is housed in a position which is very near
to production department so that transportation charges are minimum. It is also easily accessible
to all other departments like engineering, boiling, refrigeration, powder plant and workshop.
The layouts of plants store is properly planned. There are shelves, racks, admirals and handling
devices for keeping the material and equipments properly. The store is divided into racks which
are further sub-divided into small spaces allocated. Special attention is paid to storage of material
which is liable to leakage or evaporation and deterioration.

SELECTION OF ROUTES:
Routes are selected for the delivery of kheer through these societies. Shortest milk routes are
preferable so that kheer reach to target market in same condition, otherwise kheer can become
sour . The societies which are far away from milk plant, the four milk chilling centers are
established for them. Societies send milk directly to milk plant or through chilling centers. These
chilling centers chill milk at 4 degree Celsius which keeps the milk in good condition for 24
hours. After chilling the milk these centers send milkto the milk plant.






REGISTERATION OF THE SOCIETY AND THE MEMBERS:
When a society is fully formed for the collection of milk it is registered under the registration act
of societies. Its members are also registered and given members pass books and share
certificates. A copy of rules and regulations are also given to them. Then the actual milk
collection starts.
MILK PROCUREMENT IN LAST 7 YEARS:
Year saver age milk procurement per day (in liters) total milk handling.
2001- 85000 liters per/day
2002- 80000 liters per/day
2003- 70000 liters per/day
2004- 75000 liters per/day
2005- 70000 liters per/day
2006-65000 liters per/day
2007- 60000 liters per/day
2008- 62000 liters per day





MAIN CENTRES AND THEIR BRANCHES:
About 300 milk producing societies come under Milk Plant mohali which is operating in the
whole mohali district. All these are divided into six main centers which are as under:

LOCAL MOHALI 140
ROPAR 50
LUDHIANA 30
SIRHIND 30
CHANGALIWALA 30
SANDHORE 20









ACHIEVEMENTS
Milk Procurement: -
Milk Plant procured about 55,000 Lt. of milk per day through 19 Milk routes in the Flush
Season.
Animal Health Care & Other Technical Inputs: -
In addition to Organizing the remunerative Milk market system Through milk producers
cooperative societies, Milk Plant is also providing regular health coverage by running 2 vet nary
routes and 55 Artificial Insemination Service Stations at Society level.
Supply of Balanced Cattle Feed: -
Special attention has been paid to the supply of balanced cattle feed to the milk producers so as
to enhance the milk production. Four types of cattle feeds are being supplied i.e. ISI Type, High
Energy, Bye Pass Protein Feed & Buffalo super feed to meet the requirements of Milk
Producers.
Supply of Improved Varieties of Fodder Seeds: -
Cows does not produce ample milk without ample fodder. Through research and seed-farms,
Milkfed has worked t provide the farmers high yielding forages at low cost. Fodder Development
activities initiated by Milkfed have created a good demand for improved fodder seeds in Punjab.
Milkfed established its own seed processing unit in 1985, the unit is automated and has the
capacity to grade 16 million tons of fodder seed per day.
Quality Assurance Program:
Quality Assurance Program (QAP) which is a part and parcel of Dairy Plant Improvement
Program (DPIP) was taken up in Ludhiana Milk Union with the Technical guidance from
NDDB. The main objective of the program is to improve efficiency of Plants coupled with loss

management to bring down the cost of production, improve the quality of milk and milk products
manufactured to ameliorate the general hygienic and house keeping standards and above all to
enhance the profitability and financial viability of the Milk Plants to enable milk producers to get
better price for their produce.
MAIN PRODUCTS MANUFACTURED BY MILK PLANT
The main products which are manufactured by the milk plant MOHALI are as under:
1.Pasteurized Milk.
2. Milk Powder
3. KHEER.
4.Sweetened Flavoured Milk (PIO).
5.Milk Cake.
6.Cheese.
7.Curd.

MARKETING DEPARTMENT
According to Prof. Phillip KotlerMarketing is the human activity directed as satisfying need and
wants through the exchange process.
Marketing is the process through which producers and consumers of various goods are brought
together in an exchange relationship and the transfer of ownership takes place. Marketing
process starts even before the goods go into production. It does not end with sale but continues
till the satisfaction of consumer is obtained.

To carry out selling functions, it is important to have a qualified and expressed sales force with
leader who can plan, organize, direct and control the selling job objectivity. The salesman is
an extremely important link in the claim of distribution. It is sometimes said that
salesmanship is the other name of persuasion.
MARKETING STRATEGIES Section of Milk Booths/Agencies Security Money Refundable
Agency Rs. 5000 Full time booths Rs. 10000 Part time booths Rs. 3000 Institutions 45 days
advance payment
MARKETING MEASURES FOR DOMESTIC MARKET:
For domestic market following measures are taken up by marketing personnel:
A. Dealers meeting is called once in every six months.
B. The plant has own distribution network for the sale of products.
C. Milk products are marketed to bring up country markets through out India on
consignment basis.
FOR INTERNATIONAL MARKET:
For Export following measures are taken into consideration:
A. Requirement is given by customers in the letter of credit.
B. Quality should be mentioned.
DOMESTIC MARKETING ACTIVITIES
The domestic marketing activities are performed on the basis of Demand and Supply. Demand
for milk and milk products are received in two ways:


Through Telephone-
Any demand or change in demand is received between 9:30 am and 2:00 pm.
Through Supply-
Milk booths collect demand according to milk supplied to the agencies. About 70% of milk is
distributed in the morning and remaining 30% is distributed in the evening.
PAYMENT AND BALANCE SYSTEM
Since agency is required to deposit one day advance payment separately for morning and
evening, if any cash balance remains with the union that is admitted in the meant supply
payment.
For institutions 45 days of advance payment against their demand is collected union.
RETURN OF MILK
If milk is found leaked. It is taken back from dealers only at the time of delivery. One entire tray
is provided for replacement of leakage of every truck or other vehicle through which milk is
supplied to the dealers.
Marketing is a comprehensive term and it includes all resources and a set of activities necessary
to direct and facilitate the flow of goods and services from producers to consumers in the process
of distribution. Marketing is the process of planning and executing the conception, pricing,
promotion and distribution of ideas, goods and services to exchange that satisfy individual and
organizational objective



ROLE OF MARKETING IN VERKA MILK PLANT
Head Office collects this information from all the plants and scrutinizes the information that
which plant has large stock of products and who is lacking in it. Then it gives orders to plant
which has large stock to supply products to other plants so that stock can be absorbed quickly.
The prices of all the products are determined by the H.O. and their retail price through out India
is same H.O. charges 3% commission on sales made by milk plant, mohali.
For the local sale of milk and milk products, a milk bar is opened outside the main gate of milk
plant, Mohali and its average sales are Rs 5 lakh per day. Some milk products like liquid milk,
Cheese, Milk cake, S.F.M., Ice-cream etc. are sold through local dealers in the region.

ADVERTISEMENT AND SALES PROMOTION
The advertisement and sales promotion of every product is necessary. Without this, nobody
comes to know about the product. Every organization whether it is small, medium or big has to
do some type of advertisement. Verka milk plant has also adopted some policies for the sale of
its products. It has its own Vans, Trucks, and Jeeps etc. for selling its products. There are also
some benefits which are being provided to the dealers. There is a facility of free training of
testing milk to the societies so as to make more customers. With the adoption of such policies
sales have increased in chandigarh and kharrar as well as in mohali. For doing advertisement the
shops of retailers have been painted showing various Verka products and various types of
banners are also given to them which are to be displayed.







SALESMANSHIP GUIDE
Certain guidelines and motto are being told to the salesmen for meeting the customers desires
and wants. Various guidelines are as follows:
1. It is said "sell yourself before you sell the product". The above saying is measuring to
create ones own confidence in the minds of customers so as to ensure sales.
2. Your sincerity and capability in convincing is your performance for success.
3. Over convincing never pays single facts convince better.
4. Always remember that customer is more intelligent than you.
5. Dont indulge in giving guarantees if wear and tear.
6. You should be pre-determined in your mind of items, size to be sold to the customers after
stock.
7. Your expertise is your success.
8. Dont display all of your varieties because customers generally have the habit of asking
more.






DISTRIBUTION CHANNEL

MILKFED

COMPANY

WHOLESALER

RETAILER

CUSTOMER







PRODUCTS OF VERKA
Milkfed has formulated company specifications for its milk & milk products to
provide standard and quality of products to consumers.

PRODUCTS PACKING
GHEE TIN PACK

500 gms., 1 Kg., 2 Kg., 5 Kg &15 Kg.
TABLE BUTTER

10 gms. 100 gms. & 500 gms.
CHEESE
200/400 gms. Cekatainer, 200 gms. Singles,
400 gmsTin & 1 Kg. Brick
PIZZA CHEESE 200 gms. & 1 Kg. Pack
VERKA VIGOUR 500 gms. Jar, 500 gms. Refill & 1 Kg. Jar
DAIRY WHITENER 500 gms. Pkt. & 10 Kg. Tin
SKIMMED MILK POWDER
200 gms. & 500 gms. Bottle, 500 gms.
Cekatainer
1 Kg. Pkt. & 25 Kg. Bag
WHOLE MILK POWDER 500 gms. Tin, 1 Kg. Tin, 10 Kg. Tin
SWEETENED FLAVOURED
MILK


200 ml. Bottle, 200 ml. Tetrapak
SWEET LASSI 200 ml. Tetrapak
MANGO RASEEELA

200 ml. Tetrapak
PINE APPLE RASEEELA 200 ml. Tetrapak
MILK CAKE /PEDA

200 gms Pkt.


1.Liquid Milk Pasteurized Pouch Packed Milk:-
It is pouch packed milk. It may be used as such or for milk based preparations. It shall be kept
under refrigerated conditions. It is packed in half ltr. Pouch. Its length of shelf life is 48 hours
under refrigerated conditions. It is sold in area around Chandigarh,Mohali,kharar and ropar areas.
Special distribution control is needed, under refrigerated condition if transported to very long
distance. Verka Milk Plant is preparing three types of milk pouch :-

Standardized Milk Toned Milk Double Toned Milk
2. Milk Powder:-
Dried Milk or Milk Powder is product obtained by the removal of water from milk by heat or
other suitable means to produce a solid containing 5% or less moisture. Whole milk, defatted or
skim" milk may be used for drying. It comes in packing of 200 gms, 500 gms. etc. It can be
stored for 1 year before use.




3. Ghee:-
Ghee may be defined as clarified butter fat prepared chiefly from cow or buffalo milk. The
product can be used on roti/pranthas or can be used as cooking other material for food. It is
preserved at ambient temperature for one year. It is packed on 500 gms, 2 Kgs., 5 Kgs. & 15
Kgs. bulk pack in tin. It is sold anywhere in Punjab and abroad also. No special distribution
control is needed.
4. Butter: - Butter may be defined as a fat concentrate which is obtaining by churning
cream, gathering the fat into a compact mass and then working it.
The product obtained from cow and buffalo milk or a combination thereof or from cream or curd
obtained from cow or buffalo milk or a combination thereof, with or without the addition of
common salt and colouring matter. It can be kept under refrigeration for three months. This
comes in packs of 10 gms. 100 gms. And 500 gms.
5. Lassi:-
Lassi, also called chhas refers to desi butter milk which is by product obtained when churning
curd led whole milk with curd indigenous devices for the production of desi butter.


Verka Lassi is very popular, specially in Punjab and it is also liked by the people of other states.
It comes in the 200 ml. tetra pack.

6. SFM:-
It is known as Sweetened flavoured milk or bottle milk. The product used in the form of drinking
sweet milk. It is preserved at ambient temperature. It is packed in 200 ml. bottle, 200 ml. tetra
packs. The length of shelf life of product can be held far three months under ambient
temperature. It is sold in and around Punjab and upcountry market mainly Delhi.

7. Ice Cream:-
Ice Cream may be defined as a frozen dairy product made suitable blending and processing of
cream and other milk products, together with sugar and flavour, with or without colour and with
the incorporation of air during the freezing process. There are mainly three types of Verka
Kulfies i.e. Malai Kulfi, Choco bar and Mango bar. Malai Kulfi made with milk, malai and
Crushed nuts. Choco bar contained chocolate and Mango bar kulfi contain mango flavour.
8. Paneer:-
Paneer refers to the small sized soft cheese. The product can be consumed as such or can be fried
and consumed. It can also be used as an ingredient for making Indian Sweets and paneer based
dishes. It is preserved under refrigerated condition for 20 days from the date of packing. The
product is packed in poly film bags. The pack size is 200 gms. For consumer pack and 5
Kg. Capacity in bulk pack as agreed by contracted buyer.




9. Curd/Dahi:-
Dahi or curd is the product obtained from boiled milk by souring, natural or otherwise, by a
harmless lactic acid or other bacterial culture. It should have the same percentage of fat and
solids - not - fat as the milk for which it is prepared.

10. Raseela:-
Raseela is a very popular product of Verka which was launched in 1995. It comes in two flavours
- i) Mango Raseela and ii) Pine apple Raseela. Mango Raseela is prepared from mango pulp and
Pineapple Raseela from pineapple pulp. These are coming in 200 ml. tetra pack.
11.KHEER:- Kheer is something different which is made by boiling rice in milk and then
serve it after freezing it at very low temperature.










































Organizational chart




ORGANISATIONAL CHART
GENERAL MANAGER


Mgr. Mgr. Dy. Security Mgr. Mgr. Mgr. Store Mgr.
accountant (P&A) manager Incharge Engg. Q.C. Production officer Mktg.
purchase


Dy. Sr. Astt. Astt. Dy. Dy. Dy. A.S.O. Dy.
Mgr. Asstt. Sec. Mgr. Mgr. Mgr. manager


Accountant Asstt. clerk Security Foreman Chemist Packing Sr.Asstt Sup.
Man Sup.


Acctt. Clerk Operator Sr. lab. P.O. Salesman
Clerk Asstt.


Clerk Lab.Asstt. J.P.O










CHAPTER NO. 2

REVIEW OF
LITERATURE



















Dr. Arvind Kumar Yadav and Mr. 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. The research methodology used by researcher includes collection of primary and
secondary data. Primary data has been collected from the existing customers of SBI. Data
collected has been analyzed by researcher through tables, graphs and pie charts. By the
researcher found that the expectations of customers of SBI are met to a limited extent.

Dr. N. Kathirvel and Dr. N Chandersekaran (2008)
Indian journal of marketing
The researcher research on the topic CONSUMER BEHAVIOUR AND BRAND
PERFORMANCE TOWARDS THE ONIDA T.V the objective of the research was to study
consumer satisfaction and brand loyalty of the respondents toward the Onida T.V. For this
researcher collected primary and secondary data from the sources. The research methodology
adopted by the researcher includes chi-square test, percentage, arithmetic mean, correlation, and
variance. The researcher founded that favorable appreciation response was received from the
customers. Study also certifies that consumer behavior is unpredictable one in any kind of the
market.

J.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, awareness of customer about the products and to predict the consumer behavior.
For this researcher collected primary data and analyse it with the help of tables, charts, bar
graphs and pie charts. The researcher found that the product awareness about the nokia product is
high as compared to others. 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.

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. Empirical studies in economics

and marketing have not specifically focused on this
consumer

characteristic, but instead have approached the issue from the

overt behaviour side.
Given the great many factors that may

underlie variation in behaviour, intrinsic desire for variety

cannot be validly derived directly from observed behaviour.

Instead, a measure specifically
tapping this consumer characteristic

is required. In this paper a scale (VARSEEK) for measuring
consumers'

variety seeking tendency with respect to foods is developed.

The construct validity of
this VARSEEK-scale is investigated

extensively and managerial implications are discussed

H.k mukharje (1995) studied that two-equation bivariate probit model was formulated to
analyze

simultaneously consumers' preferences and attitudes toward organically

grown produce
(OGP). 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. Among the potential buyers,

consumers who are white, better-
educated, and have large families

are more likely than others to tolerate sensory defects. The

study suggests that testing and certification, sensory qualities,

and competitive pricing are the
most important factors that

would enhance the marketing potential of OGP











CHAPTER NO. 3

RESEARCH
METHODOLOGY





RESEARCH METHODOLOGY
INSIGHT MARKETING RESEARCH PROCESS AN OVERVIEW
The essence of research conducted by me is to analyze the present market position of Verka
products among its competitors and the problems which are being faced by customers,
wholesalers, retailers. The eventual objective is to suggest some recommendations to the
company so as to enable them to increase their market share.
One in analyzing my samples follows no conventional method. The total analysis is based on the
internees from the question put on before my sample size. A research of this cant be done all
once throughout large area in a limited time so MOHALI has been selected for research.
INTRODUCTION
According to Prof. Phillip Kotler,Marketing research is the systematic, design,
collection, analysis and reporting of the data and finding relevant to specific marketing situation
facing the company.
Marketing is restless, changing dynamic field. Since 1920 many important and dramatic changes
have taken place in marketing, thousands of new products including those of entries of new
industries such as automobiles, electronics and computer, textile, walk product etc. have
appeared in the market. The market orientations have changed from production to market.


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. Following
are the problems and objectives which are to be defined:

# To ascertain the frequency of using Verka product.
# To ascertain rescannable price of Verka products.
# To ascertain the best product of Verka brand. .
# why people prefer Verka kheer.
# To know about sales pattern.
# To know the competition level faced by Verka products in the market.# To know the
opinion of people about Verka products regarding its taste, packing etc.

DEVELOPING THE RESEARCH PLAN
The second step of marketing research process calls for developing the most efficient plan for
gathering the needed information. While designing a research plan we have to take decisions
regarding data sources, search approached, search instruments, sampling etc. There are two plan
contact methods which are as follows:



1. DATA SOURCES
There are two types of data sources
a. primary data
b. Secondary data
a .Primary Data:-
Personal interviews are conducted which enable collection of oral verbal response. This is fact
to face contracted with structured or sometimes even unstructured patterns. This helps in
obtaining indent information.

b. Secondary Data:-
Secondary data can be obtained from different Milkfed magazines and annual reports, financial
documents referred.


2. RESEARCH APPROACH
Survey Method :
- Survey are best suited for descriptive research companies which undertake surveys to learn
about peoples knowledge, beliefs, preferences, satisfaction etc. to measure these magnitude in
the general population. While observation and tours are best suited for exploratory research
which is not the case of our study.
3. RESEARCH INSTRUMENT

Questionnaire A questionnaire is prepared and used to collect the information. The majority of
questions are close ended. Questionnaire is distributed to people to know about their preferences,
tastes, demands etc. This is one of the easiest methods of collecting information.
4. SAMPLING PLAN
After deciding on the research approach and instrument, we must design a sampling plan. This
plan calls for three decisions:
a. Sampling Unit:- Here we define what is to be surveyed i.e. the target population that
will be sampled. In our case the general public in cities and towns come under the sampling unit.
b. Sample Size:- Large samples give more reliable results. In our study 100
customers were surveyed in mohali
c. Sampling Procedure:- Area sampling is using because it is not practically possible
to visit all places of India therefore mohali chosen for survey.
5. CONTACT METHOD:-
In this decision is taken that how the object should be contacted i.e. whether by mail
questionnaire, telephone, interviews. In our research personal interview is the most convenient
and reliable method.

6. COLLECTION OF THE INFORMATION:-
The data collection phase of the marketing research is the most expensive and most error prone
process. There can be error as some respondent can give biased or dishonest answer for the
collection of the information. The researchers personally go to customers to collect the reliable
data. Here all knowledge of the researcher about that field comes to test the ingenuity of the
research.

Here I got the experience of working professionally and independently on the road which gives
some taste of practical marketing. 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.
Limitations of research:-
1) Due to mohali being a large city, it was not possible to interact with people from all over
the city or even district.
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.
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.
4) Interaction with dealers was also difficulty as they were busy with their customers most of the
time.
5) There is no measure to check out whether the information provided by the consumers is
correct or not.










CHAPTER NO. 4

DATA ANALYSIS AND
INTERPRETATION
























ANALYSIS & INTERPRETATION
1. Are you Aware about VERKA products?



Answer Percentage
Yes 95
No 5



Figure 1

Interpretation:
The maximum no. of people in Chandigarh region are aware about verka
products due to its good quality . Only 5% out of 200 people are not aware about
verka products..

95%
5%
Percentage
Yes No





2. Do you like Verka Lassi?


Answer Percentage
Yes 95
No 5



Figure 2



Interpretation:
According to 200 respondents 70% says that they like the verka kheer and rest 30% says that
they dont like it.






70%
30%
Percentage
Yes No




3. Do you aware about Flavors of Lassi?





Answer Percentage
Yes 85
No 15



Figure 3


Interpretation:
According to 200 respondents 85% says that they aware about the brands of kheer
and else 15% says that they only use loose kheer.







85%
15%
Percentage
Yes
No




4.Do you satisfied with packing quantity 200ml ?


Answer Percentage
Yes 40
No 60











Interpretation:
According to 200 respondents out of 60 % says that satisfied with packing quantity 200gm and
else says 40% that they dont satisfy with that.




40%
60%
Percentage
Yes No


5. You wants to vary the size?



Answer Percentage
300gm 15
500gm 20
1 kg 25
All 40







Interpretation:
According to 100 respondents out of 40 % want to vary all the sizes ,25% want to vary 1Kg,20%
want to vary 500gm and 15% want to vary 300gm
0
5
10
15
20
25
30
35
40
45
300gm 500gm 1kg All
Percentage
Percentage



6. From where you purchase VERKA Lassi?




Answer Percentage
Agency
55
Distributor 15
whole seller 10
Retail Store 20









Interpretation:
According to 100 respondents out of 55% purchase Verka lassi from agency,15% from
distributor,10% from whole seller and 20% from retail store
0
10
20
30
40
50
60
Agency Distributor whole seller Retail store
Percentage
Percentage





7. Are you satisfy with supply of Veka Lassi?



Answer Percentage
Yes 98
No 2







Interpretation:
According to 100 respondents out of 98% are satisfied with the supply of Verka Lassi and 2%
are not satisfied.

0
20
40
60
80
100
120
yes no
Percentage
Percentage




8. Are you satisfied with quality of Verka Lassi?




Answer Percentage
Yes 95
No 5










Interpretation:
According to 100 respondents out of 95% are satisfied with the quality of Verka Lassi and 5%
are not satisfied

95%
5%
Percentage
Yes No


9. Do you want additional flavor?



Answer Percentage
Yes 75
No 25









Interpretation:
According to 100 respondents out of 75% want additional flavor and 25% said no.

75%
25%
Percentage
Yes No



10. Do you want any more spices in Lassi?




Answer Percentage
Yes 92
No 8







Interpretation:
According to 100 respondents out of 92% want more spices in Lassi and 8% said no.
92%
8%
Percentage
Yes No


11. Do you satisfy with price of Verka Lassi ?

Answer Percentage
Yes 85
No 15










Interpretation:
According to 100 respondents out of 85% are satisfied with the price of Verka Lassi and 15%
are not satisfied.







85%
15%
Chart Title
yes no



12. Do you have any bad experience with Verka?



Answer Percentage
Yes 97
No 3









Interpretation:
According to 100 respondents out of 97% said Yes and 3% said No.




97%
3%
Chart Title
yes no


13. Which type of bad experience you face?




Answer percentage
Quality bad experience
20
With supply of Verka
25
none 55






















Interpretation:
According to 100 respondents out of 20% faced bad experience regarding quality ,25% with
supply and 55% not having any bad experience.



0
10
20
30
40
50
60
quality supply none
r
e
l
a
t
i
v
e

%

services provided by verka


14. Do you want any change in Verka products?



Answer Percentage
Yes 96
No 4








Interpretation:
According to 100 respondents out of 96% want change in verka product and 4% not want any
change in Verka product.






96%
4%
Chart Title
yes no

15. Do you satisfy with Verka?


Answer Percentage
Yes 94
No 6







Interpretation:
According to 100 respondents out of 94% are satisfied with Verka and 6% are not satisfied with
verka.








94%
6%
Chart Title
yes no





















CHAPTER NO .5

CONCLUSION



Conclusion
Working at Verka Milk Plant, MOHALI gave me an opportunity to apply my skills and
knowledge, which I had gained previously.
It gave me an opportunity to see working an organization and to be a part of it. Marketing
Research Project on Rural Marketing gave me an opportunity to be exposed to the farmers who
were the members of various Milk Producers Co-operative Societies and to know about them.
It was an amazing experience with learning all the way, which helped me to brush up my
knowledge and skills.














CHAPTER .6



SWOT ANALYSIS







SWOT ANALYSIS

STRENGTHS:-

1. Brand Loyalty among the rural people for Verka products.
2. Good brand image of Verka KHEER in the minds of rural people.
3. Faith on Verka products by the rural farmers.
4. Rural people satisfaction with quality, price, quantity and availability is also strengthen
the dairy business.

WEAKNESSES :-

1. Lack of proper advertisements by the plant, such as posters, glow signs, etc.
2. Lack of proper distribution system in rural areas.
3. Lack of proper marketing network in rural areas as like in urban areas.
4. Very high rates of KHEER for Rs.15 for 200 mg.



OPPORTUNITIES:-
1. Greatly improved expert potential for milk products of western as well as traditional
types.
2. Proper utilisation of available resources to decrease the per unit cost.
3. By product utilisation for import substitution.
4. Growing demand for milk and milk products.

THREATS:-
1. Introduction of foreign products in Indian market.
2. Poor quality of milk.
3. The liberalisation of Dairy Industry is likely to be exploited by multi -nationals. They
will be interested in manufacturing milk products which yield high profits. It will create
milk shortage in the country adversely affecting the consumers.
4. Export of quality feed under the liberalisation policy.





CHAPTER NO .7



SUGGESTION
AND
RECOMMENDATION




RECOMMENDATIONS REGARDING PRODUCT:-
Verka has presently four variants of liquid milk in market but still it is not able to segment
market according to consumers preferences. 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 consumers. Different punch lines should be designed for different variants.
This will help in formulating advertisement strategy and reaching the targeted customers. For
example, verka smart double toned milk is offered recommended by doctors to heart patients. It
can be targeted in health conscious people.
Plain lassi which comes in one litre pack only should be available in smaller packs like 250ml or
500ml.
Kheer is available in 125gm pack, 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.

RECOMMENDATIONS REGARDING PLACE
Milk consumer values from delivery and a lot of distributors are already providing this facility.
Milk plant should think of giving extra commission to its dealers for ensuring such facilities.
This scheme can be implemented in few areas and if there is an increase in consumption of milk
then it can be extended to all other areas catered by milk plant.There is need to communicate
regularly and taking feedback from agents. Monthly meetings will help in improving the relation
with dealers. 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.
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. Special programs highlighting supply chain
of milk producers co-operatives can be screened and telecasted on TV from time to time .news
highlighting achievement of milk plant can also be published in news papers which will help in
creating favorable image for verka 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. This can be done through collaborating with Radio
Fm channels where winners can get free visits and some limited period coupons.

3) Toll free telephone for customer feedback:
Presently verka products have a telephone number printed on their packs but this is not toll free.
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.


Recommendations regarding pricing:
Following suggestions can be considered for improving pricing strategies of companies:
1) Introduction of coupon system;
Milk is the commodity that is daily bought and consumed within households. It is cumbersome
for consumers to make payment daily as change for currency is not available at times. There are

offered candies in return for change which many of the consumers do not like. This problem can
be solved by introducing milk coupon which can be bought from agencies. Coupon system has
been successfully implemented by several individual distributors in their respective areas. It is
needed to be implemented in entire city.

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 .this problem can be curbed by keeping the prices in whole number multiple of
rupee. People buying milk using coupons can be this discount of fifty paise. This will encourage
more people to for milk coupon.











CHAPTER NO .8



BIBLOGRAPHY





Brochure/booklet/magazine Verka milk Plant, Mohali
Kothari C R, Research methodology Second Revised Edition Publishers- New Age
International (P) Ltd., Year- 2008
Dr. Arvind Kumar Yadav and Mr Suman Yadav (2008) , Journal of IPM Meerut
Dr. N. Kathirvel and Dr. N Chandersekaran ( 2008) , Indian journal of marketing.
J.V Rangeswara Reddy (2009) , Indian journal of marketing.
Websites:-
www.milkfed.nic.in
www.milkfed.jp
www.milkfed.org





CHAPTER NO .9


ANNEXURE






ANNEXURE
Questionnaire
CONSUMER AWARENESS AND SATISFACTION SURVEY OF VERKA
PRODUCTS
Personal Information

Name: Phone No:
Age: Education:

1. Are you Aware about VERKA products?
Yes( ) No( )
2. Do you like VERKA Lassi?
Yes( ) No( )
3. Do you aware about flavours of Lassi?
Yes( ) No( )
4. Do you satisfied with packing quantity of 200ml?
Yes( ) No( )
5. You wants to vary the size?
300ml( ) 500ml( ) 1kg( ) All( )
6. From where you purchase VERKA Lassi?
Agency( ) Distributor( ) Whole seller( ) Retail store( )
7. Are you satisfy with supply of VERKA Lassi?
Yes( ) No( )
8. Are you satisfied with quality of VERKA Lassi?
Yes( ) No( )
9. Do you want additional flavor?

Yes( ) No( )
10. Do you want any more spices in Lassi?
Yes( ) No( )
11. Do you satisfy with price of VERKA Lassi ?
Yes( ) No( )
12. Do you have any bad experience with VERKA?
Yes( ) No( )
13. Which type of bad experience you face?
Quality bad experience( )Supply of VERKA( )None( )
14. Do you want any change in VERKA products?
Yes( ) No( )
15. Do you satisfy with VERKA?
Yes( ) No( )