A PROJECT REPORT

ON

“Study of consumer Perception/Behaviour about

Verka products”

Submitted to Punjabi University, Patiala in partial fulfillment of

The requirements for the degree of

MASTER OF BUSINESS ADMINISTRATION

(2010-2012)

Submitted By:
Gurpreet singh
Roll no-10813
Project Guide:
Mrs.Ritu
Assistant Professor

CHANDIGARH GROUP OF COLLEGES GHARUAN

MOHALI

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. RITU DUBYand 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.

GURPREET SINGH
 DECLARATION

I undersigned here by declare that the summer training project report submitted to my college
.CHANDIGARH GROUP OF COLLEGES. In partial fulfillment for the degree of master of business
administration on “study of consumer Perception about Verka products” is a result of my own work
under continous guidance and kind co-operation of our college faculty member Mrs. Ritu sharma. I have not
submitted this training report to any other university for the award of degree.

RITU SHARMA
(ASSIT PROFFERSOR)

CERTIFICATE OF COMPLETION

This is Certify that Mr. GURPREET SINGH SANDHU MBA (3rd Semester) has successfully completed his
project titled “Study of consumer behaviour about verka products”(kheer) under the guidance of Ms. ……..
This is in the partial fulfillment of her MBA curriculum (2010-2012)
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 aren’t afraid of taking their business elsewhere if they don’t 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 firm’s existence. Therefore consumer
behavior lies at the heart of modern marketing and its knowledge is vital for a firm’s 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 8-37

1.1 Industry profile (Milkfed) 8-14

1.4 Company Profile (Verka mohali)

15-37
2. Review of literature 38-41
3. Research Methodology 42-48
4. Data analysis & Interpretations 49-61

5. Conclusion 62-63
6. SWOT Analysis 64-66
7. Suggestions and recommendations 67-71
8. Bibliography 72-73
9. Annexure 74-78
 CHAPTER NO. 1

INTRODUCTION

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 Union’s 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 producer’s 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 union’s 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 India’s 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 Kotler”Marketing 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 objectives.
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 one’s 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. Don’t 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. Don’t display all of your varieties because customers generally have the habit of asking “more”.
 DISTRIBUTION CHANNEL

MILKFED

COMPANY

WHOLESALER

RETAILER

CUSTOMER

PRODUCT’S 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.

200/400 gms. Cekatainer, 200 gms. Singles,

CHEESE
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
200 gms. & 500 gms. Bottle, 500 gms.
SKIMMED MILK POWDER 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 can’t 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

Percentage
Yes No

5%

95%

Figure 1

Interpretation:

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

2. Do you like Verka Kheer?

Answer Percentage
Yes 95
No 5
 Percentage
Yes No

30%

70%

Figure 2

Interpretation:

According to 200 respondents 70% says that they like the verka kheer and rest 30% says that they don’t like it.

3. Do you aware about brands of Kheer?

Answer Percentage
Yes 85
No 15

Percentage

15%

Yes
No

85%

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.
4.Do you satisfied with packing quantity 200gm?

Answer Percentage
Yes 40
No 60

Percentage
Yes No

40%

60%

Interpretation:

According to 200 respondents out of 60 % says that satisfied with packing quantity 200gm and else says 40% that
they don’t satisfy with that.

5. You wants to vary the size.

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

45
40
35
30 Percentage
25
20
15
10
5
0
300gm 500gm 1kg All

6. From where you purchase VERKA Kheer?

Answer Percentage
Agency 55

Distributor 15
whole seller 10
Retail Store 20

60 Percentage

50

40

30 Percentage

20

10

0
Agency Distributor whole seller Retail store

7. Are you satisfy with supply of Veka Kheer?

Answer Percentage
Yes 98
No 2

Percentage

120

100
Percentage
80

60

40

20

0
yes no

8. Are you satisfied with quality of Verka Kheer?

Answer Percentage
Yes 95
No 5

Percentage
Yes No

5%

95%
9. Do you want additional flavor?

Answer Percentage
Yes 75
No 25

Percentage
Yes No

25%

75%

10. Do you want fruit and nuts in Kheer?

Answer Percentage
Yes 92
No 8
 Percentage
Yes No

8%

92%

11. Do you satisfy with price of Verka Kheer ?

Answer Percentage
Yes 85
No 15

Chart Title
yes no

15%

85%

12. DO you have any bad experience with Verka?

Answer Percentage
Yes 97
No 3

Chart Title
yes no

3%

97%

13. Which type of bad experience you face?

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

60

50

40
relative %

30

services of verka prefered by

20 customer as compared to…

10

0
quality supply none

services provided by verka

14. DO you want any change in Verka products?

Answer Percentage
Yes 96
No 4

Chart Title
yes no

4%

96%

15. Do you satisfy with Verka?

Answer Percentage
Yes 94
No 6
 Chart Title
yes no

6%

94%

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