CUSTOMER FOCUS ON SUPPLY CHAIN

MANAGEMENT IN PONLAIT, PUDUCHERRY

SUMMER PROJECT REPORT
Submitted by
R.NITHYAN
REGISTER NO: 27348326
Under the Guidance of
Mrs. R.HEMALATHA, M.B.A.,
Faculty, Department of Management Studies
in partial fullfilment for the award of the degree
of
MASTER OF BUSINESS AMINISTRATION
DEPARTMENT OF MANAGEMENT STUDIES
SRI MANAULA !INAYAGAR ENGINEERING COLLEGE
PONDICHERRY UNI!ERSITY
PUDUCHERRY
SE!TEMBER" #$$%
SRI MANAULA !INAYAGAR ENGINEERING COLLEGE
MADAGADIPET, PUDUCHERRY
DEPARTMENT OF MANAGEMENT STUDIES
"ONAFIDE CERTIFICATE
Thi& to certify that the 'ro(ect )or* entit+ed #CUSTOMER FOCUS ON SUPPLY
CHAIN MANAGEMENT$ i& a bonafide )or* done by R.NITHYAN %REGISTER NO:
27348326& in 'artia+ fu+fi+ment of the re,uirement for the a)ard of Ma&ter of Bu&ine&&
Admini&tration by !ondicherry Uni-er&ity durin. the academic year #$$% / #$$0.
GUIDE HEAD OF DEPARTMENT


Submitted for 1i-a"1oce E2amination he+d on
E'TERNAL E'AMINER
ACNO(LEDGEMENT
Fir&t and foremo&t, I than* the God for hi& &ub&tantia+ b+e&&in. and mercy at a++ &ta.e&
in the com'+etion of the 'ro(ect.
I ta*e thi& o''ortunity to e2're&& my dee' &en&e of .ratitude to
S)r*. N. ESA!AN, Founder 3hairman, S)r*. M . DHANASEARAN, Mana.in.
irector and S)r*. S .! . SUGUMARAN, 1ice"3hairman of our co++e.e for their .ood
)i&he& for thi& 'ro(ect.
I e2're&& my immen&e .ratitude to our !rinci'a+
Dr.!.S..!ENATACHALAPATHY for hi& &u''ort and encoura.ement for the
com'+etion of my 'ro(ect.
I e2tend the immen&e .ratitude to the 4ead of the e'artment Mr. S.JAYAUMAR
for hi& moti-ation, in&'iration, and encoura.ement for the com'+etion for my 'ro(ect.
The -a+uab+e and unf+inchin. re,uita+ &u''ort in thi& Endea-or
Mr.D.SARA!ANAN my interna+ .uide, e'artment of Mana.ement Studie& )ho&e
a&&i&tance )a& immea&urab+e to the com'+etion of thi& 'ro(ect.
I am &incere+y than*fu+ to Mr.P. GUNASEARAN, e'uty Mar*etin. Mana.er,
)ho i& my E2terna+ Guide.
I )ou+d a+&o +i*e to than* a++ the &taff of the or.ani5ation for he+'in. me direct+y and
indirect+y to conc+ude thi& )or*. 6a&t, but not the +ea&t, my heart fe+t .ratitude to my 'arent&,
re+ati-e& and my friend& for their con&tant encoura.ement, &u''ort, he+' and -a+uab+e ad-ice
to ma*e thi& 'ro(ect a &ucce&&.
A"STRACT
The !ro(ect ha& been done in The !ondicherry 3o"o'erati-e Mi+* !roducer Union
6td. The tit+e of the 'ro(ect i& 73u&tomer Focu& on Su''+y 3hain Mana.ement8.
The &tudy &tart& )ith an 3om'any9& 'rofi+e and a+&o the need for &tudy, re-ie) of
+iterature and ob(ecti-e& are &et out for the &tudy. Re&earch methodo+o.y, ata ana+y&i& :
Inter'retation, Findin.& and Su..e&tion& of the &tudy fo++o).
One of the main area& of the 'ro(ect i& the ana+y&i& 'art, )here the data are
ana+y5ed : inter'reted, to find out the Su''+ier !erformance. Some of the too+& u&ed
in Su''+y 3hain ana+y&i& are re.ardin. to;
!ercenta.e Method.
And then conc+u&ion&, +imitation& : &co'e for further &tudy )ere di&cu&&ed.
CONTENTS
CHAPTER TITLES PAGE NO.
6IST OF TAB6ES
6IST OF 34ARTS
I
INTROU3TION
!ROFI6E OF T4E 3OM!AN<
NEE FOR T4E STU<
=
#
>
II RE1IE? OF 6ITERATURE
=$
III OB@E3TI1ES OF T4E STU<
#=
I1 RESEAR34 MET4OO6OG<
##
1 ATA ANA6<SIS AN INTER!RETATION
#A
1I
FININGS OF T4E STU<,
SUGGESTION AN RE3OMMENATIONS
B>
A=
1II 3ON36USION A#
1III
6IMITATIONS OF T4E STU<
S3O!E FOR T4E FUT4ER STU<
AB
AA
CUESTIONNAIRE
BIBI6IOGRA!4<
AD
A%
LIST OF TA"LES
TA"LE NO. NAME OF T4E TAB6E PAGE NO.
D.=.= SEE OF T4E RES!ONENTS #A
D.=.# O33U!ATION OF T4E RES!ONENTS #D
D.=.B 3ONSUME !ON6AIT MI6F #G
D.=.A 4O? FRECUENT O 3ONSUME #%
D.=.D MI6F 3ONSUM!TION #0
D.=.G !UR34ASE MI6F MAE FROM #>
D.=.% 6EAING SU!!6IER IN MI6F B$
D.=.0 !RI3E OF !ROU3T B=
D.=.> OT4ER T4AN MI6F ?4I34 !ROU3T O <OU B#
D.=.=$ RES!ONENTS !REFEREN3E BB
D.=.== !ON6AIT IS A1AI6AB6E SUFFI3ENT IN MARFET BA
D.=.=# SATIFA3TION 6E1E6 BD
D.=.=B !REFEREN3E OT4ER T4AN T4E !ON6AIT BG
D.=.=A EFE3TS IN !ON6AIT MI6F B%
D.=.=D ANA6<SIS B< 3ORRE6ATION B0
LIST OF CHARTS
CHART NO. NAME OF THE CHART PAGE NO
D.=.= SEE OF T4E RES!ONENTS #A
D.=.# O33U!ATION OF T4E RES!ONENTS #D
D.=.B 3ONSUME !ON6AIT MI6F #G
D.=.A 4O? FRECUENT O 3ONSUME #%
D.=.D MI6F 3ONSUM!TION #0
D.=.G !UR34ASE MI6F MAE FROM #>
D.=.% 6EAING SU!!6IER IN MI6F B$
D.=.0 !RI3E OF !ROU3T B=
D.=.> OT4ER T4AN MI6F ?4I34 !ROU3T O <OU B#
D.=.=$ RES!ONENTS !REFEREN3E BB
D.=.== !ON6AIT IS A1AI6AB6E SUFFI3ENT IN MARFET BA
D.=.=# SATIFA3TION 6E1E6 BD
D.=.=B !REFEREN3E OT4ER T4AN T4E !ON6AIT BG
D.=.=A EFE3TS IN !ON6AIT MI6F B%
CHAPTER+ I
INTRODUCTION
SUPPLY CHAIN MANAGEMENT
S,--./ 0)1*2 3121453526 7SCM8 i& the 'roce&& of '+annin., im'+ementin., and
contro++in. the o'eration& of the &u''+y chain a& efficient+y a& 'o&&ib+e. Su''+y 3hain
Mana.ement &'an& a++ mo-ement and &tora.e of ra) materia+&, )or*"in"'roce&&
in-entory, and fini&hed .ood& from 'oint"of"ori.in to 'oint"of"con&um'tion.
Su''+y 3hain Mana.ement encom'a&&e& the '+annin. and mana.ement of a++
acti-itie& in-o+-ed in &ourcin., 'rocurement, con-er&ion, and +o.i&tic& mana.ement
acti-itie&. Im'ortant+y, it a+&o inc+ude& coordination and co++aboration )ith channe+
'artner&, )hich can be &u''+ier&, intermediarie&, third"'arty &er-ice 'ro-ider&, and
cu&tomer&.
In e&&ence, Su''+y 3hain Mana.ement inte.rate& &u''+y and demand
mana.ement )ithin and acro&& com'anie&.
9.9 PROFILE OF THE COMPANY
9.9.9 ORIGIN AND GRO(TH
4i&tory te++& u& that !on+ait came to e2i&tence a& !ondicherry Mi+* Su''+y Society
re.i&tered a& =
&t
3o"o'erati-e Society in the Union Territory of !ondicherry on
$%"$#"=>DD. Started in a tiny &hed it& 'rimary ob(ecti-e and focu& )a& to &u''+y
mi+* to the urban con&umer&
A& time 'a&&ed the &u''+y &ociety ha& di-er&ified it& acti-ity from con&umer to
'roducer&, and concentrated in increa&in. the mi+* 'roduction by .i-in. -ariou&
a&&i&tance H incenti-e& to the mi+*"'roducin. farmer&.
The Union &tarted 'rocurin. mi+* from the -i++a.e 'roducer& on ,ua+ity ba&i& from
=>%$ on)ard&. To *ee' 'ace )ith the mi+* 'roduction, the Mi+* Union ha& a+&o
&et u' a airy !+ant )ith =$,$$$ +tr& ca'acity for 'roce&&in. on =#.$A.=>%=.
urin. the year =>%B the &u''+y &ociety )a& con-erted to co"o'erati-e mi+*
'roducer&9 Union )ith ob(ecti-e of &hiftin. it& focu& on the mi+* 'roducin.
community and it& )e+fare.
?ith the &ucce&& of the Amu+, the Nationa+ airy e-e+o'ment Board ha&
'ro.rammed to re'+icate the Anand 'attern Ico++ectin. the ,ua+ity mi+* from the
member& and 'ayment of remunerati-e 'rice in ca&h re.u+ar+y and 'ro-idin. mi+*
'roduction enhancementJ a++ o-er the nation. The !ondicherry 3o" o'erati-e Mi+*
!roducer&9 Union ha& a+&o ta*en u' the )or+d9& +ar.e&t airy E2'an&ion
!ro.ramme, the 7O'eration F+ood8 durin. the year =>0#"=>0D. ?ith the
+aunchin. of O'eration f+ood !ro.ramme the airy !+ant )a& e2'anded to D$,$$$
+tr& ca'acity 'er day. A++ the mi+* 'rimary co"o'erati-e &ocietie& )ere con-erted
to Anand 'attern &ocietie&.
!on+ait ha& entered the MNEMONI3 c+ub concei-ed, im'+emented, 'romoted and
'o'u+ari5ed by the NB for the entire airy 3o"o'erati-e of the Nation, )ith
effect from B$.$B.#$$#.
Thu& !on+ait )a& committed to im'ro-e the economic and &ocia+ u'+ift of the
rura+ farmin. H mi+* 'roducin. community and &u''+yin. the urban con&umer&
)ith .ood ,ua+ity mi+*
The on+y in&titution in !ondicherry i& e2tendin. more than a crore e-ery month to
rura+ economy in ca&h for the benefit of farmin. community, by )ay of Mi+*
!urcha&e.
9.9.2 ACTI!ITES OF DIFFERENT UNITS OF THE MIL UNION
A. MIL PROCURMENT AND INPUT (ING
!on+ait i& o'eratin. in the !ondicherry Re.ion )ith >> affi+iated functiona+ airy
3o"o'erati-e Societie&.
There are BA%>0 3att+e o)ner& )ho became member& in the airy 3o"o'erati-e
Societie& at -i++a.e& and &u''+yin. mi+* to !on+ait.
Mi+* Su''+yin. member& are 'aid fortni.ht+y in ca&h )ith remunerati-e mi+*
'rice and in'ut& in *ind.
The !rimary re&'on&ibi+ity of 'rocurement and in'ut &ection i& to 'rocure c+ean
and ,ua+ity mi+* from the -i++a.e catt+e o)ner& and carryout mi+* 'roduction
enhancement &er-ice&.
To achie-e thi& ob(ecti-e, the 'rocurement : In'ut )in. i& conductin. -ariou&
'ro.ramme& +i*e 3+ean Mi+* !roduction and Cua+ity Mi+* !rocurement at airy
3o"o'erati-e Societie&.
Be&ide& the main acti-ity, the mi+*"&u''+yin. member& mi+ch anima+& are a+&o
'ro-idin. )ith catt+e feed, .reen fodder and artificia+ in&emination.
". MIL PROCESSING
The 're&ent hand+in. ca'acity of the airy '+ant i& D$,$$$ +tr& 'er day. 4o)e-er
)ith 'rudent technica+ man'o)er and to' mana.ement& &u''ort an a-era.e of
0$,$$$ +tr& of mi+* i& hand+ed 'er day and >B,$$$ +tr& of mi+* hand+ed in 'ea*.
B -arietie& of mi+* name+y Tonned Mi+*, Standardi&ed Mi+* : !remium Mi+* are
'roduced a& 'er the con&umer re,uirement&. The dai+y con&umer demand i& met
fu++y. !re&ent demand i& G#,$$$ to GD,$$$ +iter& 'er day.
From the Au.u&t #$$#, the airy i& &u''+yin. =D,$$$ +iter& of &tandardi&ed mi+*
to &choo+ chi+dren in the mornin. under Sri Ra(i- Gandhi Schoo+ 3hi+dren Brea*
fa&t &cheme, =
&t
of it& *ind in the nation or.ani5ed by the .o-ernment of
'ondicherry. Be&ide& at 're&ent the union i& #0,D$$ +iter& if mi+* &u''+yin. to the
&tudent& both in the mornin. and e-enin.. The E-enin. mi+* &u''+y effected from
#$"=$"#$$D a& de&ired by the .o-ernment of 'ondicherry.
Be&ide& mi+* 'roce&&in. and .radin., the airy i& e,ui''ed to 'roduce =D MTS of
.hee and =D$$ *.& of Fhoa Imi+* 'edaJ month+y. The !on+ait .hee and *hoa are
much &ou.ht after 'roduct& in the 'ondicherry to)n.
The airy i& 'roducin. =$$$"=D$$ 'oc*et& of f+a-oured mi+* and D$$"=$$$ of
butter mi+* e-ery day and &e++& in 'ondicherry to)n.
The airy i& a+&o 'roducin. !aneer and 3urd a& 'er the re,uirement of the
con&umer a& and )hen needed.
C. :UALITY ASSURANCE "Y MAING PROPER MIL TESTING IN
LA"ORATORY AT DAIRY
Since the mi+* i& hi.h+y 'eri&hab+e commodity, 'ro'er care i& ta*en to maintain
,ua+ity of the mi+* ri.ht from the 'oint of 'roduction to the 'oint of con&um'tion.
At the -i++a.e +e-e+, the mi+* 'oured by the indi-idua+ member 'roducer are te&ted
at the 'rimary &ociety.
The mi+* te&ted for the ,ua+ity at &ociety +e-e+ reache& the airy !+ant. The ra)
mi+* i& te&ted or.ano+e'tica++y at the airy rece'tion doc* for it& ,ua+ity and then
the indi-idua+ &ociety &am'+e are te&ted for it& fat content and other microbia+
&tandard&.
A'art form thi&, the 'roce&&ed mi+* i& &am'+ed at e-ery 'oint of &tora.e durin. the
'roce&& and 'ro'er care i& ta*en to maintain ,ua+ity &tandard&.
Fina++y the different -arietie& of mi+* are .raded and *e't ready for 'ac*in. to the
con&umer&. The 'ouched mi+* &am'+e& are random+y ta*en and te&ted for it& &he+f
+ife after di&'atch of the con&umer&. !re&ent+y the mi+* i& di&'atched to the mar*et
at D de.ree centi.rade in three -arietie& -i5 Toned mi+* B.$K Fat 0.DK SNF,
Standardi&ed mi+* A.DK Fat 0.DK SNF and the !remium mi+* D.$K Fat >.$K
SNF. ISNF" So+id& Not FatJ
ay in and ay out maintainin. the ,ua+ity of mi+* recei-e& the to' 'riority.
D. MARETING
The !ondicherry 3o"o'erati-e Mi+* !roducer&9 Union i& o'eratin. in the
!ondicherry mar*et, &e++in. three different -arietie& of mi+* caterin. to the
different &e.ment& of the mar*et, under it& brand name 7!on+ait8.
!on+ait i& the number one mi+* brand in the !ondicherry to)n. Thou.h there are
many 'ri-ate '+ayer& in the mar*et, !on+ait i& the ma(or mar*et &hareho+der. A
mar*et &ur-ey findin. indicate& that the 're&ent mar*et &hare of !on+ait i& around
D#K.
The 're&ent a-era.e mar*et throu.h'ut i& G#,$$$ +tr& 'er day and the &a+e& i& in
the u'trend. It i& antici'ated that the &a+e& cur-e may touch it& 'ea* IG$,=$$ +tr&
month+y a-era.eJ durin. @anuary #$$G.
To cater the urban 'o'u+ation, =0$ retai+ out+et& are o'erated by retai+ &a+e&
a.ent&. The retai+ out+et& are &u''+ied )ith mi+* throu.h a net)or* =$ mi+*
di&tribution route& dai+y in the mornin. and the e-enin..
Be&ide&, the Union i& a+&o runnin. > mi+* 'ar+our& to &e++ mi+* and i+* 'roduct&.
Mi+* i& made a-ai+ab+e to the urban con&umer&. #A hour& a day throu.h D &uch
'ar+our&.
E. CATTLE FEED
!on+ait o)n& a 3att+e Feed !+ant of D MT 'er day ca'acity in Thattancha-ady
Indu&tria+ E&tate, !ondicherry">
3om'ounded 3att+e Feed i& 'roduced )ith co&t effecti-e in.redient& and &u''+ied
to the member& throu.h airy 3o"o'erati-e Societie& on non 'rofit moti-e.
!on+ait i& e2tendin. &ub&idy of R&.=$$H" a& 'ro-ided by the Go-ernment of
!ondicherry to each ba. containin. D$ F.& of Feed out of the tota+ co&t of
R&.B=#H" 'er ba.
The 're&ent month+y 'roduction and &u''+y i& #BD MTS.
In addition !on+ait 3att+e Feed i& &u''+ied to Nei.hbourin. 1i++u'uram i&t.
airy a+&o.
Batch )i&e the 3att+e feed i& bein. te&ted it& ,ua+ity re.u+ar+y.
The ba+anced com'ounded 3att+e feed 'roduced in the !on+ait 3att+e Feed !+ant i&
'ro-ed to be effecti-e for anima+ hea+th and ,ua+ity mi+* 'roduction.
F. ADMINISTRATION
The !on+ait Admini&tration i& -e&ted )ith the committee of mana.ement
com'ri&in. =# e+ected re're&entati-e& from the !re&ident& of airy 3o"o'erati-e
Societie& and a nominee from Nationa+ airy e-e+o'ment Board, 3o"o'erati-e
e'artment of Anima+ 4u&bandry and Mana.in. irector of the Mi+* Union.
Since the committee of mana.ement i& di&&o+-ed, the Admini&trator manned by a
e'uty Re.i&trar form the 3o"o'erati-e e'artment i& +oo*in. after in +ieu of the
Board of Mana.ement )ith effect from $G.$>.#$$#.
A& 'er the order of the 4i.h 3ourt, 3hennai, an Ad-i&ory Board )ith the
fo++o)in. three member& ha& been con&tituted by the R3S in order to .uide the
Admini&trator by ma*in. ma(or 'o+icy deci&ion& and other admini&trati-e matter&.
=. Re.i&trar of 3o"o'erati-e Societie& " 3hairman
#. State irector, NB, Erode " Member&
B. irector, A4, !ondicherry " Member&
At 're&ent =%B 'ermanent em'+oyee& in -ariou& cadre& are )or*in. in the Union.
9.9.3 MILESTONES OF THE COMPANY
SL.NO. MILESTONES YEARS
= Re.i&tred a& The !ondicherry 3oo'erati-e Mi+* Su''+y Society 6td =>DD
# Foundation &tone +aid =>G0
B airy !+ant 3ommi&&ioned =$$$$ +tr& ca'acity =>%=
A 3att+e feed !+ant commi&&ioned =>%=
D Re.i&tred a& The !ondicherry 3oo'erati-e Mi+* !roducer&9 Union 6td =>%B
G Artificia+ In&emination im'+emented =>0A
% airy !+ant E2'anded =$$$$ to B$$$$ +tr& ca'acity =>0%:=>00
0 Urea mo+a&&e& '+ant im'+emented =>>=
> 3oo'. e-e+o'ment !ro.ramme im'+emented =>>#
=$ E2'an&ion of airy !+ant to D$,$$$ +tr& 3a'acity =>>G:=>>%
== Internet ba&ed Information Sy&tem IiISJ im'+emented #$$$:#$$=
=# Mnemonic &ymbo+ ado'ted #$$#
=B Mi+* &u''+y to Schoo+ 3hi+dren under IRa(i- Gandhi Brea*fa&t SchemeJ #$$#
=A Inau.rated Sofy ice cream &a+e& at Bu& &tand !ar+our IAtchaya ThiruthaiJ #$$D
9.9.4 COMPANY ORGANI;ATION CHART
M
I
S

I
O
J

E
O

H

A
&
&
t
.
9.2. NEED FOR STUDY

M

I
!
:
O
J

M

I
!
:
I
J

.
4
e
+
'
e
r
H
A
I

r
i
-
e
r
F
o
d
d
e
r

e
-
.
A
&
&
t
E
2
t
n

I
A
&
&
t
J

S
r
.

A
&
&
t
H
T
y
'
i
&
t
A
M

I
3
F
U
J
A
M

I
M
*
t
.
J
S
u
'
d
t

I
!
:
I
J
A
M

I
B
M
3
J

M

I
A
c
c
t
&
J
A
M

I
C
3
J

.
4
e
+
'
e
r
&
S
e
n
i
o
r
A
&
&
t
&
4
e
+
'
e
r
&
3
+
e
r
i
c
a
+
A
&
&
t
&
S
a
+
e
&
S
u
'
e
r
-
i
&
o
r
S
u
'
d
t

I
M
*
t
.
J

.
4
e
+
'
e
r
&
T
e
c
h
.
H
S
r
.
A
&
&
t
S
u
'
d
t

I
S
t
o
r
e
H
!
r
o
d
c
t
H
T
e
c
h
J

.
4
e
+
'
e
r
&
3
a
&
h
i
e
r
S
r
.

A
&
&
t
&
S
u
'
t
.

A

I
B
a
c
t
H
c
h
e
m
J

.
4
e
+
'
e
r
&

r
i
-
e
r
S
r
.
A
&
&
t
&
S
u
'
d
t

I
A
d
m
J
M
a
n
a
.
i
n
.

i
r
e
c
t
o
r
A

M
I
N
I
S
T
R
A
T
O
R
!
A

t
o

M

S
t
e
n
o
3u&tomer focu& on &u''+y mana.ement I'on+aitJ i& made for &'ecia+ 'ur'o&e to im'ro-e
the 'roduct and mar*etin. function for con&umer &ati&faction.
To *no) about ho) many 'eo'+e to .et a)are about !ON6AIT.
To find the com'etitor& and ana+y5e the method& for com'etition mar*etin..
4o) many 'eo'+e to con&ume !ON6AIT in mar*et
To .et &u..e&tion from 'ub+ic for further im'ro-ement
?hy &ome 'eo'+e don9t 'refer 'on+ait and rea&on for non con&um'tion
?ho i& the main 3u&tomer and )hich &ati&fie& themL
CHAPTER + II
RE!IE( OF LITERATURE
SUPPLY CHAIN MANAGEMENT
S,--./ 0)1*2 3121453526 7SCM8 i& the 'roce&& of '+annin., im'+ementin., and
contro++in. the o'eration& of the &u''+y chain a& efficient+y a& 'o&&ib+e. Su''+y 3hain
Mana.ement &'an& a++ mo-ement and &tora.e of ra) materia+&, )or*"in"'roce&&
in-entory, and fini&hed .ood& from 'oint"of"ori.in to 'oint"of"con&um'tion.
The definition one American 'rofe&&iona+ a&&ociation 'ut for)ard i& that Su''+y
3hain Mana.ement encom'a&&e& the '+annin. and mana.ement of a++ acti-itie& in-o+-ed
in &ourcin., 'rocurement, con-er&ion, and +o.i&tic& mana.ement acti-itie&. Im'ortant+y, it
a+&o inc+ude& coordination and co++aboration )ith channe+ 'artner&, )hich can be
&u''+ier&, intermediarie&, third"'arty &er-ice 'ro-ider&, and cu&tomer&. In e&&ence, Su''+y
3hain Mana.ement inte.rate& &u''+y and demand mana.ement )ithin and acro&&
com'anie&.
Some e2'ert& di&tin.ui&h Su''+y 3hain Mana.ement and +o.i&tic&, )hi+e other& con&ider
the term& to be interchan.eab+e.
Su''+y 3hain Mana.ement i& a+&o a cate.ory of &oft)are 'roduct&.
Su''+y chain e-ent mana.ement Iabbre-iated a& S3EMJ i& a con&ideration of a++ 'o&&ib+e
occurrin. e-ent& and factor& that can cau&e a di&ru'tion in a &u''+y chain. ?ith S3EM
'o&&ib+e &cenario& can be created and &o+ution& can be '+anned.
S,--./ 0)1*2 3121453526 -r<=.53s
Su''+y chain mana.ement mu&t addre&& the fo++o)in. 'rob+em&;
i&tribution Net)or* 3onfi.uration; Number and +ocation of &u''+ier&, 'roduction
faci+itie&, di&tribution center&, )arehou&e& and cu&tomer&.
i&tribution Strate.y; 3entra+i5ed -er&u& decentra+i5ed, direct &hi'ment, 3ro&& doc*in.,
'u++ or 'u&h &trate.ie&, third 'arty +o.i&tic&.
Information; Inte.rate &y&tem& and 'roce&&e& throu.h the &u''+y chain to &hare -a+uab+e
information, inc+udin. demand &i.na+&, foreca&t&, in-entory and tran&'ortation etc.
In-entory Mana.ement; Cuantity and +ocation of in-entory inc+udin. ra) materia+&,
)or*"in"'roce&& and fini&hed .ood&.
3a&h"F+o); Arran.in. the 'ayment term& and the methodo+o.ie& for e2chan.in. fund&
acro&& entitie& )ithin the &u''+y chain.
Su''+y chain e2ecution i& mana.in. and coordinatin. the mo-ement of materia+&,
information and fund& acro&& the &u''+y chain. The f+o) i& bi"directiona+.
A06*>*6*5s?@,206*<2s
Su''+y chain mana.ement i& a cro&&"functiona+ a''roach to mana.in. the mo-ement of
ra) materia+& into an or.ani5ation and the mo-ement of fini&hed .ood& out of the
or.ani5ation to)ard the end"con&umer. A& cor'oration& &tri-e to focu& on core
com'etencie& and become more f+e2ib+e, they ha-e reduced their o)ner&hi' of ra)
materia+& &ource& and di&tribution channe+&. The&e function& are increa&in.+y bein.
out&ourced to other cor'oration& that can 'erform the acti-itie& better or more co&t
effecti-e+y. The effect ha& been to increa&e the number of com'anie& in-o+-ed in
&ati&fyin. con&umer demand, )hi+e reducin. mana.ement contro+ of dai+y +o.i&tic&
o'eration&. 6e&& contro+ and more &u''+y chain 'artner& +ed to the creation of &u''+y
chain mana.ement conce't&. The 'ur'o&e of &u''+y chain mana.ement i& to im'ro-e
tru&t and co++aboration amon. &u''+y chain 'artner&, thu& im'ro-in. in-entory -i&ibi+ity
and im'ro-in. in-entory -e+ocity.
Se-era+ mode+& ha-e been 'ro'o&ed for under&tandin. the acti-itie& re,uired to mana.e
materia+ mo-ement& acro&& or.ani5ationa+ and functiona+ boundarie&. S3OR i& a &u''+y
chain mana.ement mode+ 'romoted by the Su''+y 3hain Mana.ement 3ounci+. Another
mode+ i& the S3M Mode+ 'ro'o&ed by the G+oba+ Su''+y 3hain Forum IGS3FJ. Su''+y
chain acti-itie& can be .rou'ed into &trate.ic, tactica+, and o'erationa+ +e-e+& of acti-itie&.
S6r1654*0
Strate.ic net)or* o'timi5ation, inc+udin. the number, +ocation, and &i5e of )arehou&e&,
di&tribution center& and faci+itie&.
Strate.ic 'artner&hi' )ith &u''+ier&, di&tributor&, and cu&tomer&, creatin. communication
channe+& for critica+ information and o'erationa+ im'ro-ement& &uch a& cro&& doc*in.,
direct &hi''in., and third"'arty +o.i&tic&.
!roduct de&i.n coordination, &o that ne) and e2i&tin. 'roduct& can be o'tima++y
inte.rated into the &u''+y chain, +oad mana.ement
Information Techno+o.y infra&tructure, to &u''ort &u''+y chain o'eration&.
?here to ma*e and )hat to ma*e or buy deci&ion&
A+i.n o-era++ or.ani5ationa+ &trate.y )ith &u''+y &trate.y
Tactica+
Sourcin. contract& and other 'urcha&in. deci&ion&.
!roduction deci&ion&, inc+udin. contractin., +ocation&, &chedu+in., and '+annin. 'roce&&
definition.
In-entory deci&ion&, inc+udin. ,uantity, +ocation, and ,ua+ity of in-entory.
Tran&'ortation &trate.y, inc+udin. fre,uency, route&, and contractin..
Benchmar*in. of a++ o'eration& a.ain&t com'etitor& and im'+ementation of be&t 'ractice&
throu.hout the enter'ri&e.
Mi+e&tone 'ayment&
O'erationa+
ai+y 'roduction and di&tribution '+annin., inc+udin. a++ node& in the &u''+y chain.
!roduction &chedu+in. for each manufacturin. faci+ity in the &u''+y chain Iminute by
minuteJ.
emand '+annin. and foreca&tin., coordinatin. the demand foreca&t of a++ cu&tomer& and
&harin. the foreca&t )ith a++ &u''+ier&.
Sourcin. '+annin., inc+udin. current in-entory and foreca&t demand, in co++aboration
)ith a++ &u''+ier&.
Inbound o'eration&, inc+udin. tran&'ortation from &u''+ier& and recei-in. in-entory.
!roduction o'eration&, inc+udin. the con&um'tion of materia+& and f+o) of fini&hed
.ood&.
Outbound o'eration&, inc+udin. a++ fu+fi++ment acti-itie& and tran&'ortation to cu&tomer&.
Order 'romi&in., accountin. for a++ con&traint& in the &u''+y chain, inc+udin. a++
&u''+ier&, manufacturin. faci+itie&, di&tribution center&, and other cu&tomer&.
S,--./ 0)1*2 3121453526
Or.ani5ation& increa&in.+y find that they mu&t re+y on effecti-e &u''+y chain&, or
net)or*&, to &ucce&&fu++y com'ete in the .+oba+ mar*et and net)or*ed economy. In !eter
ruc*erM& I=>>0J mana.ementM& ne) 'aradi.m&, thi& conce't of bu&ine&& re+ation&hi'&
e2tend& beyond traditiona+ enter'ri&e boundarie& and &ee*& to or.ani5e entire bu&ine&&
'roce&&e& throu.hout a -a+ue chain of mu+ti'+e com'anie&.
urin. the 'a&t decade&, .+oba+i5ation, out&ourcin. and information techno+o.y ha-e
enab+ed many or.ani5ation& &uch a& e++ and 4e)+ett !ac*ard, to &ucce&&fu++y o'erate
&o+id co++aborati-e &u''+y net)or*& in )hich each &'ecia+i5ed bu&ine&& 'artner focu&e& on
on+y a fe) *ey &trate.ic acti-itie& IScott, =>>BJ. Thi& inter"or.ani5ationa+ &u''+y net)or*
can be ac*no)+ed.ed a& a ne) form of or.ani5ation. 4o)e-er, )ith the com'+icated
interaction& amon. the '+ayer&, the net)or* &tructure fit& neither Nmar*etN nor
NhierarchyN cate.orie& I!o)e++, =>>$J. It i& not c+ear )hat *ind of 'erformance im'act&
different &u''+y net)or* &tructure& cou+d ha-e on firm&, and +itt+e i& *no)n about the
coordination condition& and trade"off& that may e2i&t amon. the '+ayer&. From a &y&temM&
'oint of -ie), a com'+e2 net)or* &tructure can be decom'o&ed into indi-idua+
com'onent firm& IOhan. and i+t&, #$$AJ. Traditiona++y, com'anie& in a &u''+y net)or*
concentrate on the in'ut& and out'ut& of the 'roce&&e&, )ith +itt+e concern for the interna+
mana.ement )or*in. of other indi-idua+ '+ayer&. Therefore, the choice of interna+
mana.ement contro+ &tructure i& *no)n to im'act +oca+ firm 'erformance IMint5ber.,
=>%>J.
In the #=&t century, there ha-e been a fe) chan.e& in bu&ine&& en-ironment that ha-e
contributed to the de-e+o'ment of &u''+y chain net)or*&. Fir&t, a& an outcome of
.+oba+i5ation and 'ro+iferation of mu+ti"nationa+ com'anie&, (oint -enture&, &trate.ic
a++iance& and bu&ine&& 'artner&hi'& )ere found to be &i.nificant &ucce&& factor&,
fo++o)in. the ear+ier N@u&t"In"TimeN, N6ean Mana.ementN and NA.i+e Manufacturin.N
'ractice&. Second, techno+o.ica+ chan.e&, 'articu+ar+y the dramatic fa++ in information
communication co&t&, a 'aramount com'onent of tran&action co&t&, ha& +ed to chan.e& in
coordination amon. the member& of the &u''+y chain net)or* I3oa&e, =>>0J.
Many re&earcher& ha-e reco.ni5ed the&e *ind& of &u''+y net)or* &tructure a& a ne)
or.ani5ation form, u&in. term& &uch a& NFeiret&uN, NE2tended Enter'ri&eN, N1irtua+
3or'orationN, G+oba+ !roduction Net)or*N, and NNe2t Generation Manufacturin.
Sy&temN. In .enera+, &uch a &tructure can be defined a& Na .rou' of &emi"inde'endent
or.ani5ation&, each )ith their ca'abi+itie&, )hich co++aborate in e-er"chan.in.
con&te++ation& to &er-e one or more mar*et& in order to achie-e &ome bu&ine&& .oa+
&'ecific to that co++aborationN IA**erman&, #$$=J.
S,--./ 0)1*2 =,s*25ss -r<05ss *2654r16*<2
Succe&&fu+ S3M re,uire& a chan.e from mana.in. indi-idua+ function& to
inte.ratin. acti-itie& into *ey &u''+y chain 'roce&&e&. An e2am'+e &cenario; the
'urcha&in. de'artment '+ace& order& a& re,uirement& become a''ro'riate. Mar*etin.,
re&'ondin. to cu&tomer demand, communicate& )ith &e-era+ di&tributor& and retai+er&,
and attem't& to &ati&fy thi& demand. Shared information bet)een &u''+y chain 'artner&
can on+y be fu++y +e-era.ed throu.h 'roce&& inte.ration.
Su''+y chain bu&ine&& 'roce&& inte.ration in-o+-e& co++aborati-e )or* bet)een buyer&
and &u''+ier&, (oint 'roduct de-e+o'ment, common &y&tem& and &hared information.
Accordin. to 6ambert and 3oo'er I#$$$J o'eratin. an inte.rated &u''+y chain re,uire&
continuou& information f+o)&, )hich in turn a&&i&t to achie-e the be&t 'roduct f+o)&.
4o)e-er, in many com'anie&, mana.ement ha& reached the conc+u&ion that o'timi5in.
the 'roduct f+o)& cannot be accom'+i&hed )ithout im'+ementin. a 'roce&& a''roach to
the bu&ine&&. The *ey &u''+y chain 'roce&&e& &tated by 6ambert I#$$AJ are;
3u&tomer re+ation&hi' mana.ement
3u&tomer &er-ice mana.ement
emand mana.ement
Order fu+fi++ment
Manufacturin. f+o) mana.ement
Su''+ier re+ation&hi' mana.ement
!roduct de-e+o'ment and commercia+i5ation
Return& mana.ement
One cou+d &u..e&t other *ey critica+ &u''+y bu&ine&& 'roce&&e& combinin. the&e 'roce&&e&
&tated by 6ambert &uch a&;
C,s6<35r s5r>*05 3121453526
!rocurement !roduct de-e+o'ment and commercia+i5ation Manufacturin. f+o)
mana.ementH&u''ort !hy&ica+ di&tribution Out&ourcin.H'artner&hi'& !erformance
mea&urement
18 C,s6<35r s5r>*05 3121453526 -r<05ss
3u&tomer Re+ation&hi' Mana.ement concern& the re+ation&hi' bet)een the or.ani5ation
and it& cu&tomer&.3u&tomer &er-ice 'ro-ide& the &ource of cu&tomer information. It a+&o
'ro-ide& the cu&tomer )ith rea+"time information on 'romi&in. date& and 'roduct
a-ai+abi+ity throu.h interface& )ith the com'anyM& 'roduction and di&tribution o'eration&.
Succe&&fu+ or.ani5ation& u&e fo++o)in. &te'& to bui+d cu&tomer re+ation&hi'&;
determine mutua++y &ati&fyin. .oa+& bet)een or.ani5ation and cu&tomer&
e&tab+i&h and maintain cu&tomer ra''ort
'roduce 'o&iti-e fee+in.& in the or.ani5ation and the cu&tomer&
=8 Pr<0,r53526 -r<05ss
Strate.ic '+an& are de-e+o'ed )ith &u''+ier& to &u''ort the manufacturin. f+o)
mana.ement 'roce&& and de-e+o'ment of ne) 'roduct&. In firm& )here o'eration& e2tend
.+oba++y, &ourcin. &hou+d be mana.ed on a .+oba+ ba&i&. The de&ired outcome i& a )in"
)in re+ation&hi', )here both 'artie& benefit, and reduction time& in the de&i.n cyc+e and
'roduct de-e+o'ment i& achie-ed. A+&o, the 'urcha&in. function de-e+o'& ra'id
communication &y&tem&, &uch a& e+ectronic data interchan.e IEIJ and Internet +in*a.e&
to tran&fer 'o&&ib+e re,uirement& more ra'id+y. Acti-itie& re+ated to obtainin. 'roduct&
and materia+& from out&ide &u''+ier&. Thi& re,uire& 'erformin. re&ource '+annin., &u''+y
&ourcin., ne.otiation, order '+acement, inbound tran&'ortation, &tora.e and hand+in. and
,ua+ity a&&urance. A+&o, inc+ude& the re&'on&ibi+ity to coordinate )ith &u''+ier& in
&chedu+in., &u''+y continuity, hed.in., and re&earch to ne) &ource& or 'ro.ramme&.
08 Pr<A,06 A5>5.<-3526 12A 0<335r0*1.*B16*<2
4ere, cu&tomer& and &u''+ier& mu&t be united into the 'roduct de-e+o'ment 'roce&&, thu&
to reduce time to mar*et. A& 'roduct +ife cyc+e& &horten, the a''ro'riate 'roduct& mu&t be
de-e+o'ed and &ucce&&fu++y +aunched in e-er &horter time"&chedu+e& to remain
com'etiti-e. Accordin. to 6ambert and 3oo'er I#$$$J, mana.er& of the 'roduct
de-e+o'ment and commercia+i5ation 'roce&& mu&t;
coordinate )ith cu&tomer re+ation&hi' mana.ement to identify cu&tomer"articu+ated
need&P
&e+ect materia+& and &u''+ier& in con(unction )ith 'rocurement, and
de-e+o' 'roduction techno+o.y in manufacturin. f+o) to manufacture and inte.rate into
the be&t &u''+y chain f+o) for the 'roductHmar*et combination.
A8 M12,@106,r*24 @.<C 3121453526 -r<05ss
The manufacturin. 'roce&& i& 'roduced and &u''+ie& 'roduct& to the di&tribution channe+&
ba&ed on 'a&t foreca&t&. Manufacturin. 'roce&&e& mu&t be f+e2ib+e to re&'ond to mar*et
chan.e&, and mu&t accommodate ma&& cu&tomi5ation. Order& are 'roce&&e& o'eratin. on
a (u&t"in"time I@ITJ ba&i& in minimum +ot &i5e&. A+&o, chan.e& in the manufacturin. f+o)
'roce&& +ead to &horter cyc+e time&, meanin. im'ro-ed re&'on&i-ene&& and efficiency of
demand to cu&tomer&. Acti-itie& re+ated to '+annin., &chedu+in. and &u''ortin.
manufacturin. o'eration&, &uch a& )or*"in"'roce&& &tora.e, hand+in., tran&'ortation, and
time 'ha&in. of com'onent&, in-entory at manufacturin. &ite& and ma2imum f+e2ibi+ity in
the coordination of .eo.ra'hic and fina+ a&&emb+ie& 'o&t'onement of 'hy&ica+
di&tribution o'eration&.
58 P)/s*01. A*s6r*=,6*<2
Thi& concern& mo-ement of a fini&hed 'roductH&er-ice to cu&tomer&. In 'hy&ica+
di&tribution, the cu&tomer i& the fina+ de&tination of a mar*etin. channe+, and the
a-ai+abi+ity of the 'roductH&er-ice i& a -ita+ 'art of each channe+ 'artici'antM& mar*etin.
effort. It i& a+&o throu.h the 'hy&ica+ di&tribution 'roce&& that the time and &'ace of
cu&tomer &er-ice become an inte.ra+ 'art of mar*etin., thu& it +in*& a mar*etin. channe+
)ith it& cu&tomer& Ie... +in*& manufacturer&, )ho+e&a+er&, retai+er&J.
@8 O,6s<,r0*24?-1r625rs)*-s
Thi& i& not (u&t out&ourcin. the 'rocurement of materia+& and com'onent&, but a+&o
out&ourcin. of &er-ice& that traditiona++y ha-e been 'ro-ided in"hou&e. The +o.ic of thi&
trend i& that the com'any )i++ increa&in.+y focu& on tho&e acti-itie& in the -a+ue chain
)here it ha& a di&tincti-e ad-anta.e and e-erythin. e+&e it )i++ out&ource. Thi& mo-ement
ha& been 'articu+ar+y e-ident in +o.i&tic& )here the 'ro-i&ion of tran&'ort, )arehou&in.
and in-entory contro+ i& increa&in.+y &ubcontracted to &'ecia+i&t& or +o.i&tic& 'artner&.
A+&o, to mana.e and contro+ thi& net)or* of 'artner& and &u''+ier& re,uire& a b+end of
both centra+ and +oca+ in-o+-ement. 4ence, &trate.ic deci&ion& need to be ta*en centra++y
)ith the monitorin. and contro+ of &u''+ier 'erformance and day"to"day +iai&on )ith
+o.i&tic& 'artner& bein. be&t mana.ed at a +oca+ +e-e+.
48 P5r@<r31205 351s,r53526
E2'ert& found a &tron. re+ation&hi' from the +ar.e&t arc& of &u''+ier and cu&tomer
inte.ration to mar*et &hare and 'rofitabi+ity. By ta*in. ad-anta.e of &u''+ier ca'abi+itie&
and em'ha&i5in. a +on."term &u''+y chain 'er&'ecti-e in cu&tomer re+ation&hi'& can be
both corre+ated )ith firm 'erformance. A& +o.i&tic& com'etency become& a more critica+
factor in creatin. and maintainin. com'etiti-e ad-anta.e, +o.i&tic& mea&urement become&
increa&in.+y im'ortant becau&e the difference bet)een 'rofitab+e and un'rofitab+e
o'eration& become& more narro). A.T. Fearney 3on&u+tant& I=>0DJ noted that firm&
en.a.in. in com'rehen&i-e 'erformance mea&urement rea+i5ed im'ro-ement& in o-era++
'roducti-ity. Accordin. to e2'ert& interna+ mea&ure& are .enera++y co++ected and ana+y5ed
by the firm inc+udin. 3o&t 3u&tomer Ser-ice !roducti-ity mea&ure& A&&et mea&urement,
and Cua+ity.
E2terna+ 'erformance mea&urement i& e2amined throu.h cu&tomer 'erce'tion mea&ure&
and Nbe&t 'racticeN benchmar*in., and inc+ude& =J cu&tomer 'erce'tion mea&urement,
and #J be&t 'ractice benchmar*in..
3om'onent& of Su''+y 3hain Mana.ement are =. Standardi&ation #. !o&t'onement
B. 3u&tomi&ation
S,--./ 0)1*2 3121453526 0<3-<2526s *2654r16*<2
T)5 3121453526 0<3-<2526s <@ SCM
The S3M com'onent& are the third e+ement of the four"&,uare circu+ation frame)or*.
The +e-e+ of inte.ration and mana.ement of a bu&ine&& 'roce&& +in* i& a function of the
number and +e-e+, ran.in. from +o) to hi.h, of com'onent& added to the +in* IE++ram and
3oo'er, =>>$P 4ou+ihan, =>0DJ. 3on&e,uent+y, addin. more mana.ement com'onent& or
increa&in. the +e-e+ of each com'onent can increa&e the +e-e+ of inte.ration of the
bu&ine&& 'roce&& +in*. The +iterature on bu&ine&& 'roce&& reen.ineerin., buyer"&u''+ier
re+ation&hi'&, and S3M &u..e&t& -ariou& 'o&&ib+e com'onent& that mu&t recei-e
mana.eria+ attention )hen mana.in. &u''+y re+ation&hi'&. 6ambert and 3oo'er I#$$$J
identified the fo++o)in. com'onent& )hich are;
=J !+annin. and contro+
#J ?or* &tructure
BJ Or.ani5ation &tructure
AJ !roduct f+o) faci+ity &tructure
DJ Information f+o) faci+ity &tructure
GJ Mana.ement method&
%J !o)er and +eader&hi' &tructure
0J Ri&* and re)ard &tructure
>J 3u+ture and attitude
4o)e-er, a more carefu+ e2amination of the e2i&tin. +iterature )i++ +ead u& to a
more com'rehen&i-e &tructure of )hat &hou+d be the *ey critica+ &u''+y chain
com'onent&, the Nbranche&N of the 're-iou& identified &u''+y chain bu&ine&& 'roce&&e&,
that i& )hat *ind of re+ation&hi' the com'onent& may ha-e that are re+ated )ith &u''+ier&
and cu&tomer& accordin.+y.
Bo)er&o2 and 3+o&& &tate& that the em'ha&i& on coo'eration re're&ent& the
&yner.i&m +eadin. to the hi.he&t +e-e+ of (oint achie-ement IBo)er&o2 and 3+o&&, =>>GJ.
A 'rimary +e-e+ channe+ 'artici'ant i& a bu&ine&& that i& )i++in. to 'artici'ate in the
in-entory o)ner&hi' re&'on&ibi+ity or a&&ume other a&'ect& financia+ ri&*, thu& inc+udin.
'rimary +e-e+ com'onent& IBo)er&o2 and 3+o&&, =>>GJ.
A &econdary +e-e+ 'artici'ant I&'ecia+i5edJ, i& a bu&ine&& that 'artici'ate& in channe+
re+ation&hi'& by 'erformin. e&&entia+ &er-ice& for 'rimary 'artici'ant&, thu& inc+udin.
&econdary +e-e+ com'onent&, )hich are &u''ortin. the 'rimary one&. A+&o, third +e-e+
channe+ 'artici'ant& and com'onent& may be inc+uded, that )i++ &u''ort the 'rimary +e-e+
channe+ 'artici'ant&, and )hich are the fundamenta+ branche& of the &econdary +e-e+
com'onent&.
3on&e,uent+y, 6ambert and 3oo'erM& frame)or* of &u''+y chain com'onent&, doe&
not +ead u& to the conc+u&ion about )hat are the 'rimary or &econdary I&'ecia+i5edJ +e-e+
&u''+y chain com'onent& I &ee Bo)er&o2 and 3+o&&, =>>G, '... >BJ, that i& )hat &u''+y
chain com'onent& &hou+d be -ie)ed a& 'rimary or &econdary, and ho) &hou+d the&e
com'onent& be &tructured in order to ha-e a more com'rehen&i-e &u''+y chain &tructure
and to e2amine the &u''+y chain a& an inte.rati-e one ISee abo-e &ection& #.= and B.=J.
Ba5ioto'ou+o& re-ie)ed the +iterature to identify &u''+y chain com'onent&.
Ba&ed on thi& &tudy, Ba5ioto'ou+o& I#$$AJ &u..e&t& the fo++o)in. &u''+y chain
com'onent& IFi..0J;
For 0,s6<35r s5r>*05 3121453526; Inc+ude& the 'rimary +e-e+ com'onent of
cu&tomer re+ation&hi' mana.ement, and &econdary +e-e+ com'onent& &uch a&
benchmar*in. and order fu+fi++ment.
For -r<A,06 A5>5.<-3526 12A 0<335r0*1.*B16*<2; Inc+ude& the 'rimary +e-e+
com'onent of !roduct ata Mana.ement I!MJ, and &econdary +e-e+ com'onent& &uch
a& mar*et &hare, cu&tomer &ati&faction, 'rofit mar.in&, and return& to &ta*eho+der&.
For -)/s*01. A*s6r*=,6*<2, M12,@106,r*24 s,--<r6 12A Pr<0,r53526; Inc+ude&
the 'rimary +e-e+ com'onent of enter'ri&e re&ource '+annin. IER!J, )ith &econdary +e-e+
com'onent& &uch a& )arehou&e mana.ement, materia+ mana.ement, manufacturin.
'+annin., 'er&onne+ mana.ement, and 'o&t'onement Iorder mana.ementJ.
For -5r@<r31205 351s,r53526; Thi& inc+ude& the 'rimary +e-e+ com'onent of
+o.i&tic& 'erformance mea&urement, )hich i& corre+ated )ith the information f+o) faci+ity
&tructure )ithin the or.ani5ation. Secondary +e-e+ com'onent& may inc+ude four ty'e& of
mea&urement &uch a&; -ariation, direction, deci&ion and 'o+icy mea&urement&. More
&'ecifica++y, in accordance )ith the&e &econdary +e-e+ com'onent& tota+ co&t ana+y&i&
IT3AJ, cu&tomer 'rofitabi+ity ana+y&i& I3!AJ, and A&&et mana.ement cou+d be concerned
a& )e++. In .enera+, information f+o) faci+ity &tructure i& re.arded by t)o im'ortant
re,uirement&, )hich are aJ '+annin. and 3oordination f+o)&, and bJo'erationa+
re,uirement&.
For <,6s<,r0*24; Thi& inc+ude& the 'rimary +e-e+ com'onent of mana.ement
method& and the com'anyM& cuttin."ed.e &trate.y and it& -ita+ &trate.ic ob(ecti-e& that the
com'any )i++ identify and ado't for 'articu+ar &trate.ic initiati-e& in *ey the area& of
techno+o.y information, o'eration&, manufacturin. ca'abi+itie&, and +o.i&tic& I&econdary
+e-e+ com'onent&J.
CHAPTER+III
O"JECTI!ES OF THE STUDY
To identify the communication need& of &u''+y chain.
To increa&e &u''+ier 'erformance
To im'ro-e and .ain better contro+ of &u''+y chain.
To increa&e the ro+e of techno+o.y in &u''+y chain
To e-a+uate the 'erformance of &u''+ier
To ana+y5e the -ariou& 'arameter& that determine& the choice of 3on&umer in
'on+ait.
CHAPTER D I!
RESEARCH METHODOLOGY
4.9 RESEARCH DESIGN
The re&earch de&i.n )hich )a& &e+ected )a& narrati-e one. It narrate& the
)ho+e re&earch in a &im'+e manner.
4.2 TYPES OF DATA COLLECTED
Pr*31r/ D161
Cue&tionnaire& are 're'ared and inter-ie) )a& conducted. Mo&t of the
,ue&tion& are con&i&t of mu+ti'+e choice&. The ,ue&tionnaire& )ere conducted in En.+i&h
a& )e++ a& in Tami+. Genera++y #B ,ue&tion& are 're'ared and a&*ed to the cu&tomer&.
S50<2A1r/ D161
Secondary data )a& co++ected from Internet&, -ariou& boo*&, @ourna+&, and
3om'any Record&.
4.3 :UESTIONNAIRE CONSTRUCTION
In thi& Cue&tionnaire 3on&tructed on the ba&i& of t)o ty'e&. There are
Mu+ti'+e choice and c+o&e ended I <e&H NoJ Cue&tion&.
4.4 DEFINING THE POPULATIONS
The !o'u+ation or Uni-er&e can be Finite or infinite. The 'o'u+ation i& &aid
to be finite if it con&i&t of a fi2ed number of e+ement& &o that it i& 'o&&ib+e to enumerate it
in it& tota+ity. So In thi& 'ro(ect& con&i&t of finite 'o'u+ation.
4.E SAMPLE SI;E
About D$ &am'+e are ta*en in !ON6AIT
4.6 FIELD (OR
The fie+d )or*& i& done in !ON6AIT, !ONI34ERR<
4.7 PERIOD OF SUR!EY
The 'eriod of &ur-ey i& from Au.u&t to Se'tember, #$$%.
4.8 DESCRIPTION OF STATISTICAL TOOLS USED
!ercenta.e method
3hi"&,uare te&t
?ei.hted a-era.e
4.8.9 PERCENTAGE METHOD:
In thi& 'ro(ect !ercenta.e method te&t )a& u&ed. The fo++o)in. are the
formu+a
No of Re&'ondent
!ercenta.e of Re&'ondent Q 2 =$$
Tota+ no. of Re&'ondent&
4.8.4 SIMPLE CORRELATION:
In 'robabi+ity theory and &tati&tic&, 0<rr5.16*<2, a+&o ca++ed 0<rr5.16*<2
0<5@@*0*526, indicate& the &tren.th and direction of a +inear re+ation&hi' bet)een t)o
random -ariab+e&. In .enera+ &tati&tica+ u&a.e, corre+ation or co"re+ation refer& to the
de'arture of t)o -ariab+e& from inde'endence.
F<r3,.1:
r Q RIE"EiJ I<"<iJ
SRIE"EiJ # RI<"<iJ #
?here
E" Rea&on for re'urcha&e
<"!reference of re&'ondent
CHAPTER D !
E. DATA ANALYSIS AND INTERPRETATION
E.9 PERCENTAGE METHOD + GENERAL INFORMATION
TA"LE: E.9.9
SEX OF THE RESPONDENT
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 MALE
35 70.0
2 FEMALE
15 30.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, %$K of the
Re&'ondent& are ma+e. Remainin. B$ K of the re&'ondent& are fema+e.
CHART: E.9.9
female male
Sex
60
40
20
0
P
e
r
c
e
n
t
Sex
TA"LE E.9.2
OCCUPATION OF THE RESPONDENTS
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 Business
5 10.0
2 Employee
21 42.0
3 Student
22 44.0
4 Farmer
2 4.0
Total
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, AAK of the
Re&'ondent occu'ation& are &tudent& A# K of the re&'ondent& occu'ation& are Em'+oyee
CHART E.9.2
TA"LE: E.9.3
Farmer Student Employee Business
Occupation
50
40
30
20
10
0
P
e
r
c
e
n
t
Occupation
DO U CONSUME PONLAIT MIL
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 es
40 !0.0
2 "o
10 20.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205 F From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, 0$K of the
Re&'ondent& con&ume 'on+ait mi+* , #$ K of the Re&'ondent& con&ume 'on+ait mi+*.
CHART: E.9.3
TA"LE: E.9.4
IF !ES HO" FRE#UENT DO CONSUME
S.NO OPTIONS NO OF PERCEN
"o es
DO U CONSUME PONLAIT MIL
!0
60
40
20
0
P
e
r
c
e
n
t
DO U CONSUME PONLAIT MIL
RESPONDENT
S T
1 #ee$ly &n'e 15 30.0
2 #ee$ly ()i'e 4 !.0
3 #ee$ly (*ri'e 6 12.0
4 +e,ularly 25 50.0
TOTAL 50 100.0
Source; !rimary ata
I2@5r5205F From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, D$K of the
Re&'ondent& con&ume re.u+ar+y, B$ K of the Re&'ondent& con&ume )ee*+y once.
CHART: E.9.4
TA"LE: E.9.E
MIL CONSUMPTION
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
+e,ularly #ee$ly (*ri'e #ee$ly ()i'e #ee$ly &n'e
IF !ES HO" FRE#UENT DO CONSUME
60
50
40
30
20
10
0
P
e
r
c
e
n
t
IF !ES HO" FRE#UENT DO CONSUME
1 #*et*er you )ill ,o in sear'* of your
preferred -rand.
23 46.0
2 ou 'onsume )*at e.er -rand
a.aila-le from )*ere you 'onsume
20 40.0
3 ou )ill not 'onsume if your preferred
-rand is not a.aila-le
7 14.0
TOTAL 50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, AGK of the
Re&'ondent& &earch for 'referred brand re.u+ar+y, A$ K of the Re&'ondent& con&ume
?hat e-er brand a-ai+ab+e
CHART E.9.E
TA"LE: E.9.6
PURCHASE MIL
ou )ill not 'onsume if your
prefered -rand is not a.aila-le
ou 'onsume )*at e.er -rand
A.aila-le from )*ere you
/onsume
#*eat*er you )ill ,o in sear'*
&f your preferred -rand.
MIL CONSUMPTION
50
40
30
20
10
0
P
e
r
c
e
n
t
MIL CONSUMPTION

S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 From ,ro'ery s*op
15 30.0
2 From ponlait parlours
11 22.0
3 From lo'al mer'*ant
17 34.0
4 From ot*er sour'es
7 14.0
Total 50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, B$K of the
Re&'ondent& 'urcha&e mi+* from .rocery &ho', ## K of the Re&'ondent& 'urcha&e mi+*
from 'ar+our
CHART: E.9.6
TA"LE: E.9.7
From ot*er sour'es From lo'al mer'*ant From ponlait parlours From ,ro'ery s*op
PURCHASE MIL
40
30
20
10
0
P
e
r
c
e
n
t
PURCHASE MIL
LEADIN$ SUPPLIER
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 es
44 !!.0
2 "o
6 12.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&, 00K of
the Re&'ondent& are +eadin. &u''+ier, ## K of the Re&'ondent& are not +eadin. &u''+ier
CHART E.9.7
TA"LE: E.9.8
PRICE
"o es
LEADIN$ SUPPLIER
100
!0
60
40
20
0
P
e
r
c
e
n
t
LEADIN$ SUPPLIER
S.NO OPTIONS NO OF RESPONDENTS PERCENT
1 0i,* 13 26.0
2 Lo)
15 30.0
3 "ormal
20 40.0
4 1ery lo)
2 4.0
TOTAL 50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&,A$K of the
Re&'ondent& !rice are norma+, B$ K of the Re&'ondent& !rice are +o).
CHART: E.9.8
TA"LE: E.9.G
1ery lo) "ormal Lo) 0i,*
PRICE
40
30
20
10
0
P
e
r
c
e
n
t
PRICE
OTHER THAN MIL "HICH PRODUCT DO !OU LIE TO CONSUME
S.NO OPTIONS NO OF RESPONDENTS PERCENT
1 2*ee
1! 36.0
2 3*oa
14 2!.0
3 Flo)er mil$
4 1!.0
4 /urd
4 1!.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&,BGK of the
Re&'ondent& con&ume Ghee, #0 K of the Re&'ondent& con&ume Fhoa.
CHART: E.9.G
TA"EL: E.9.9H
/urd Flo)er mil$ 3*oa 2*ee
OTHER THAN MIL "HICH PRODUCT DO !OU LIE TO CONSUME
40
30
20
10
0
P
e
r
c
e
n
t
OTHER THAN MIL "HICH PRODUCT DO !OU LIE TO CONSUME
"H! DO PREFER PONLAIT %ECAUSE OF ITS
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 5ri'e 10 20.0
2 6uality
24 4!.0
3 Brand name
7 14.0
4 All t*e a-o.e
4 1!.0
TOTAL 50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ em'+oyee&,A0K of the
Re&'ondent& 'refer Cua+ity, #$ K of the Re&'ondent& 'refer !rice.
CHART: E.9.9H
TA"LE: E.9.99
"HETHER THE PONLAIT IS A&AILA%LE SUFFICENT IN MARET
All t*e a-o.e Brand name 6uality 5ri'e
"H! DO PREFER PONLAIT %ECAUSE OF ITS
50
40
30
20
10
0
P
e
r
c
e
n
t
"H! DO PREFER PONLAIT %ECAUSE OF ITS
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 es
34 7!.0
2 "o
11 22.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ Re&'ondent&.B>K of the
Re&'ondent& of 'on+ait a-ai+ab+e in mar*et , == K Re&'ondent& of 'on+ait not a-ai+ab+e
in mar*et
CHART: E.9.99
TA"LE: E.9.92
CUSTOMER FOCUS ON SATIFACTION LE&EL
"o es
"HETHER THE PONLAIT IS A&AILA%LE SUFFICENT IN MARET
!0
60
40
20
0
P
e
r
c
e
n
t
"HETHER THE PONLAIT IS A&AILA%LE SUFFICENT IN MARET
S.NO OPTIONS NO OF RESPONDENTS PERCENT
1 0i,*ly satisfied
15 30.0
2 Satisfied
14 3!.0
3 "eutral
7 14.0
4 7issatisfied
4 1!.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ Re&'ondent&.B0K of the
Re&'ondent& are &ati&fied, B$ K Re&'ondent& are hi.h+y &ati&fied.
CHART: E.9.92
TA"LE: E.9.93
"HAT DO !OU PREFER OTHER THAN THE PONLAIT
7issatisfied "eutral Satisfied 0i,*ly satisfied
40
30
20
10
0
P
e
r
c
e
n
t
CUSTOMER FOCUS ON SATIFACTION LE&EL
CUSTOMER FOCUS ON SATIFACTION LE&EL
S.NO OPTIONS NO OF RESPONDENTS PERCENT
1 Aro$iya
30 60.0
2 +ussi
20 40.0
TOTAL
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ Re&'ondent&.G$K of the
Re&'ondent& 'refer Aro*iya, A$ K Re&'ondent& 'refer Ru&&i.
CHART: E.9.93
TA"LE: E.9.94
DO !OU FIND AN! DEFECTS IN PONLAIT MIL
+usi Aro$iya
"HAT DO !OU PREFER OTHER THAN THE PONLAIT
60
50
40
30
20
10
0
P
e
r
c
e
n
t
"HAT DO !OU PREFER OTHER THAN THE PONLAIT
S.NO OPTIONS
NO OF
RESPONDENTS PERCENT
1 es
14 3!.0
2 "o
31 62.0
Total
50 100.0
Source; !rimary ata
I2@5r5205: From the abo-e tab+e it i& inferred that out of D$ Re&'ondent&.G#K of the
Re&'ondent& ha-e no defect&, B0 K Re&'ondent& ha-e defect&.
CHART: E.9.94
'.(.(' ANAL!SIS %! CORRELATION %ET"EEN REASON FOR
DEFECTS AND HEALTH PRO%LEM
Ta)le '.(.('
"o es
DO !OU FIND AN! DEFECTS IN PONLAIT MIL
60
40
20
0
P
e
r
c
e
n
t
DO !OU FIND AN! DEFECTS IN PONLAIT MIL
Factor* Healt+ De,ect* X-Xi !-!i .X-Xi/ .!-!i/ .!-!i/0
!e* 12 (3 ' -4 -12 0' 14
No 02 1( -' 4 -12 0' 14
Total '2 '2 2 2 -42 '2 50
8i 9 50:29 25
i 9 50:2 925
For6ula7
r 8 9 .X-Xi/ .!-!i/
9.X-Xi/0 9.!-!i/0
Calculation7
r 9 ;60
G$
Q "=
I2@5r5205:
The -a+ue of r i& "=. it indicate& that there i& a ne.ati-e corre+ation bet)een the
hea+th and defect&.
CHAPTER D !I
FINDINGS OF THE STUDY, SUGGESSTION AND
RECOMMENDATION
6.9 FINDINGS OF STUDY
%$K be+on.& to ma+e, B$ Kbe+on.& to fema+e
AAK of the re&'ondent occu'ation& are &tudent& A#K of the re&'ondent&
occu'ation& are Em'+oyee.
0$K of the re&'ondent9& conume 'on+ait mi+*. Remainin. #$ K of the
'eo'+e& con&ume other 'roduct.
D$K of the re&'ondent& con&ume 'on+ait mi+* re.u+ar+y, B$ K of the
re&'ondent& con&ume 'on+ait mi+* )ee*+y once.
AGK of the re&'ondent& &earch for 'referred brand re.u+ar+y, A$ K of the
re&'ondent& con&ume )hat e-er brand in mar*et.
B$K of the re&'ondent& 'urcha&e mi+* from .rocery &ho', ## K of the
re&'ondent& 'urcha&e mi+* from 'ar+our
00K of the Re&'ondent& re&'ond& that +eadin. &u''+ier are 'on+ait mi+*, ## K
of the Re&'ondent& are other +eadin. &u''+ier
A$K of the re&'ondent& 'rice are norma+, B$ K of the re&'ondent& 'rice are
+o).
Other than mi+*, BGK of the re&'ondent& con&ume Ghee, #0 K of the
re&'ondent& con&ume Fhoa.
A0K of the re&'ondent& 'refer Cua+ity of 'ona+ait, #$ K of the Re&'ondent&
'refer !rice.
B>K of the re&'ondent& re&'ond that 'on+ait a-ai+ab+e in mar*et , == K
re&'ondent& of 'on+ait not a-ai+ab+e in mar*et
B0K of the Re&'ondent& are &ati&fied, B$ K Re&'ondent& are hi.h+y &ati&fied
Other than 'on+ait ,G$K of the Re&'ondent& 'refer Aro*iya, A$ K
Re&'ondent& 'refer Ru&&i
G#K of the Re&'ondent& ha-e no defect&, B0 K Re&'ondent& ha-e defect& in
'on+ait mi+*
6.2. SUGGESTIONS I RECOMMENDATIONS
The &u..e&tion& are .athered from 'ub+ic to im'ro-e the 'on+ait
'roduct accordin. to cu&tomer focu&.
They can im'ro-e their brand ima.e in the 're&ence of cu&tomer by
demon&tration.
They ha-e to im'ro-e their &u''+y chain 'roce&& for an effecti-e
uti+i5ation of 'roduct& amon. cu&tomer&.
They ha-e to ma*e a)arene&& about the 'roduct amom. 'eo'+e by
ad-erti&ement&.
They ha-e to focu& not on+y on mi+* but a+&o in other 'roduct& +i*e
3urd, Ghee ,and Fhoa to im'ro-e their mar*et &tatu&.

CHAPTER D !II
CONCLUSION
3u&tomer Focu& )i++ he+' to +earn cu&tomer buyin. attitude. In !on+ait not .et
much more a)arene&& from 'ub+ic, &o *ind+y to im'ro-e the ad-erti&ement& and other
im'ro-ement& 'roce&& &uch a& to introduce ne) &i5e of 'ac*& than the norma+ &i5e Ii.e.,
#$$m+ to B$$m+ 'ac*&J and im'ro-e the 'rotein +e-e+.
The &tudy ha& been conducted at !ON6AIT. The com'any ha& become a
+eadin. in mi+* 'roduct& in 'uducherry..
The re&earcher ha& conducted the &tudy for B$ day&. A &ur-ey )a& conducted
)ith D$ re&'ondent& in the com'any by u&in. ,ue&tionnaire to co++ect the
information9& from the re&'ondent&. After .atherin. the information9&, the re&earcher
ha& ana+y&i& the data by inter'retin. the -ariou& too+&. Ba&ed on the ana+y&i&, the
re&earcher ha& .i-en &ome &u..e&tion& to the mana.ement to de-e+o' cu&tomer focu&.

CHAPTER"!III
8.9 LIMITATIONS OF THE STUDY
ue to +ac* of time, unab+e to co++ect more information from the 3u&tomer&.
Some cu&tomer& may afraid to .i-e information9&.
I++iterate cu&tomer& are a+&o .i-en information9&.
The )ho+e 'o'u+ation cannot be &tudied due to Se+ection of +imited Sam'+e&

8.2 SCOPE FOR FURTHER STUDY
The 'ro(ect thro)& on the need& for +earnin. buyin. beha-ior for &ucce&&fu++
mar*etin..
The 'ro(ect )a& de-e+o'ed ba&ed on benefit& of &a+e& to)ard& or.ani5ation.
It )i++ be he+'fu+ for the mana.ement to identify the need& and benefit& of the
con&umer and to ta*e deci&ion"ma*in. to 'romote mar*etin. &tatu&.
Thi& 'ro(ect can be ba&e for the &tudent& )ho are doin. the 'ro(ect in the re+ated
area and to the or.ani5ation in -ie)in. the )orth of the con&umer and attitude of
the buyin. deci&ion ma*in..
CHAPTER I'
:UESTIONAIRE
$=. Name of the cu&tomer ;
#. !+ace ;
B. A.e .rou' =$"#D
#G"A$
A="G$
G$"and abo-e ;
$A. Se2 ; Ma+eHFema+e
$D. Occu'ation ;
$G. Income .rou'
#$$$ toD$$$ 'er month ;
D$$=to =$$$$ 'er month ;
=$$$= to #$$$$ 'er month ;
#$$$= and abo-e ;
$%. o you con&ume 'on+ait mi+* ; <e&HNo
$0. If <e& 4o) fre,uent+y you con&ume ; aJ ?ee*+y once
bJ ?ee*+y t)ice
cJ ?ee*+y thrice
dJ re.u+ar+y
$>. ?hi+e .oin. for Mi+* con&um'tion ;
aJ ?hether you )i++ .o in &earch of your 'referred Brand.
bJ <ou con&ume )hat e-er Brand a-ai+ab+e from )here you con&ume
cJ <ou )i++ not con&ume if your !referred Brand i& not a-ai+ab+e.
=$. From )here do you 'urcha&e mi+* 'roduct;
$=. From Grocery &ho'
$#. From 'on+ait 'ar+our&
$B. From +oca+ merchant
$A. From other &ource&
==. o you *no) that 'on+ait i& a +eadin.
Su''+ier of Mi+* and Mi+* 'roduct ; <e&HNo
=#. oe& the 'rice of the 'on+ait i&
aJ 4i.h bJ 6o)
cJ Norma+ dJ 1ery +o)
=B. Other than the mi+* )hich 'roduct do you +i*e to con&ume
aJGhee bJMi+* 'edaI*hoaJ
cJF+o)er mi+* dJ curd
=AJ )hy do you 'refer 'on+ait becau&e of it& TTTT.
aJ !rice bJ ,ua+ity
cJ Brand name dJ a++ the abo-e
=D. ?hether the 'on+ait i& a-ai+ab+e &ufficient in the mar*et ; <e&HNo
=G. ?hat i& the &i5e of the 'ac* do you buy.
aJ#$$m+ bJD$$m+
=%. ?hat ty'e f+a-our do you 'refer
aJS'ecia+ bJGenera+
=0. Are you &ati&fied )ith the 'on+ait ; <e&HNo
=>. ?hat i& your &ati&faction +e-e+
aJ 4i.h+y &ati&fied
bJ &ati&fied
cJ Neutra+
dJ i&&ati&fied
eJ 4i.h+y di&&ati&fied
#$. ?hat do you 'refer other than the 'on+ait L ;
aJAro*iya bJRu&&i
#=. oe& 'on+ait mi+* i& .ood your hea+thL ; <e&HNo
##. o you find any defect& in 'on+ait mi+*L ; <e&HNo
#B. 4o) i& the !ac*in. of the 'roduct i& itL
aJ Good bJ bad
"I"ILIOGRAPHY

"<<Js:
U=V 6eon G. Sehiffman .,8 3on&umer Beha-ior. 7
U#V !hi+i' Fot+er .,7Mar*etin. Mana.ement8
UBV Fothari, 3.R., 7Re&earch Methodo+o.y8
UAV Gu'ta, S.!., 7Stati&tica+ Method&8,
(5= S*65s:
U=V ))).b'otime&.com
U#V ))).mana.ementor..com
UBV ))).an&)er&Hto'icHcon&umerbeha-ior.com