A STUDY ON MARKET SHARE OF GODREJ IN LUCKNOW.

(In Consumer Electronics Segment)

COMPLETED BY: DEEPAK KUMAR SINGH AZAD INSTITUTE OF ENGINEERING & TECHNOLOGY,
LUCKNOW (UP) GUIDED BY: Mr. SHEIKH ZUBAIR AHMED ASST. MANAGER SALES GODREJ & BOYCE
MFG. COMPANY LTD.

[2009]
ACKNOWLEDGEMENT

First and foremost, I Thank the Almighty God for Sustaining the Enthusiasm with
Which Plunged into this Endeavor. I avail this Opportunity to Express My Profound
Sense of Sincere and Deep Gratitude to Many People who are Responsible for the
Knowledge and Experience I have Gain during the Project Work. I have great pleasure
in expressing my deep sense of gratitude to guide Mr. AJAY
DUBEY (DEPT RSM ,SALES) GODREJ for his valuable and prompt guidance without

which this project would not have been a successful one. I Extend My Overwhelming
Gratitude to MR. SHEIKH ZUBAIR AHMED, (
ASST.MANAGER SALES) GODREJ for his valuable guidance and meticulous supervision

during the preparation of this Project Report. My hearty and inevitable thanks to
all the respondents who is helped me to bring out the project in a successful
manner. Last but not the least I extend my gratitude towards my parents, faculties
and friends who extended their whole hearted support towards the successful
completion of this Project Work.

DEEPAK SINGH

2
Contents

Title: To study the MARKET SHARE OF GODREJ WITH OTHER COMPANIES in Lucknow’ Chapter
1 1.1 Introduction 1.2 Group profile 1.3 Company profile Chapter 2 2.1 Research
methodology 2.2 Objectives of study 2.3 Need and scope 2.4 Formulation of
hypothesis 2.5 limitations of study Chapter 3 3.1 Analysis and Interpretation
Chapter 4 4.1 Findings 4.2 Suggestion 4.3 Conclusion

Bibliography Annexure
3
List Of Tables
Table no. Title Page no

1. 2. 3.

Table Showing the Dealer’s In Lucknow City as per survey . Table showing nature of
authorization all. Table showing Dealer’s the response for, why they Deal with
these companies . Table showing that the response of dealer that why they not deal
with GODREJ. Table showing the highest selling brand in dealer’s counter. Table
Showing the Reason for Brand sale. Table showing most displayed brand in dealer’s
showroom . Table showing that dealer which is wanted to switch their location.
Table showing the expectance level of Godrej consumer at every dealer showroom.
Table showing the Rank Rate for service of Godrej. Table showing the opinion of
dealers , about quality of Godrej product.

53 54 55

4. 5. 6. 7. 8. 9.

56 57 58 59 60 61

10.

62

11.

63

4
List Of Charts
Chart no Title Page no

1. 2. 3.

Chart showing Dealer’s In Lucknow City as per survey . Chart showing nature of
authorization all. Chart showing Dealer’s the response for, why they Deal with
these companies. Chart showing that the response of dealer that why they not deal
with Godrej. Chart showing the highest selling brand in dealer’s counter Chart
showing the Reason for Brand sale. Chart showing most displayed brand in dealer’s
showroom. Chart showing that dealer which is wanted to switch their location Chart
showing the expectance level of Godrej consumer at every dealer showroom. Char t
showing the Rank Rate for service of Godrej. showing the opinion of dealers , about
quality of Godrej product

53 54 55

4. 5. 6. 7. 8. 9.

56 57 58 59 60 61

10. 11.

62 63

5
SYNOPSIS

The SIP titled, ‘To study The Market Share of Godrej with other Companies in
Lucknow’. The main objective of the study was to know how the of Godrej sale
perceive in Lucknow City. Dealers are satisfied with the services provided by
Godrej and also to identify the factors affecting the preferences of the Dealers.
The other objective of this report is to know the needs and wants, buying behavior
of the customers toward their Home Appliances. As a part of my study I covered most
of the Area in Lucknow like

Hazratganj, Saproomarg, Vikas Nagar , Kapoorthala, Aliganj, Mahanagar, Indira

Nagar, Alambagh , Transport Nagar, Nirala Nagar .A list of area was given by my
industrial guide. There are 50 Dealers which are surveyed by me in a given time of
period of 45 days. The sampling technique used for this study was simple random
sampling and the sample size was 50 .The tool which I used to analysis the data was
simple average method and the data’s where put in tabular form as well as in chart
form also. In that manner we prepared a questionnaire of 12 questions which
reflects all the aspects of our report.

6
OBJECTS OF STUDY

To know the competition level and the competitive advantage of Godrej with the
other home appliances product provider companies in LUCKNOW CITY. This study is
based on the selected area’s market share. For knowing the competition level and
the advantage the objective is divided in to different segments. These are as
follows…. The primary objective of the study was, to analyze the position of Godrej
against its competitors. The secondary objectives of the study was, To know that
how many dealers deal with Godrej in the selected Areas. To know the dealers
perceptions towards their sale of home appliances. To know that how many dealer‘s
wants to get the dealership of godrej. To study and evaluate the various complaints
of dealers and their consumers on various aspects like after sales services,
pricing, and quality. To know the dealers needs and wants. To know that how many
dealers are satisfied or dissatisfied? To know that how many dealers are willing to
get more margins on its sale To find the awareness among the dealers about godrej
and its new products. To find out the strength and weakness of product and its
competitors To make suggestion, if any to improve existing condition. To know the
relationship between dealers and sales executive of company.

7
CHAPTER – I

8
INTRODUCTION
It Is a Thing of massive gratification for me to présent This Summer Training
Project Report on the topic “To study the Market Share of Godrej with other
Companies in
Lucknow “

Home Appliance Product is on the rise and recent technological innovations have
dramatically enhanced the capabilities of the same. Leveraging the power of these
new capabilities, various business sectors are working together to offer a wide
array of services. Each sector is looking for the next "killer application," yet we
are still learning about people's information and Daily needs. This project
attempts to identify and define areas related to Dealer behavior regarding new
product purchase/sale . It also attempts to develop at least first approach to
these areas, to think through policies, principles, and practices to accomplish the
new tasks and to satisfy the Dealers needs. By this practical training I am able to
equip the manager with the understanding, the thinking, the knowledge, and the
skills for todays and also for tomorrow’s market exigency. Initially I was just
having the bookish knowledge about all Marketing policies, practices and functions,
but after joining this organization, I got most of the practical knowledge. I have
come to know, what actually happens in the organizations. Though it is not possible
to have the information of all the spheres in market, in such a very short period,
but I tried to get more and more about all functions and practices applied in
practical working, I have particularly stresses on. This project report has been
painstakingly and thoroughly prepared to cover extensively various facets – both
micro as well as macro – of the field of telecommunication m. Its coverage is broad
and up to date and it is balanced in terms of concept and application. Since
customers are the most important asset of any organization, there is increased
emphasis on the need for understanding people in a manner to satisfy them through
quality of services. The language of the presentation is highly communicative so
that it becomes interesting and comprehensible.
9
THEORITICAL PRESANTATION
Executive Summary The SIP titled ‘To study The Market Share of Godrej with other
companies in

Lucknow’. The main objective of the study was to know how the of Godrej sale
perceive in Lucknow City. Dealers are satisfied with the services provided by
Godrej and also to identify the factors affecting the preferences of the Dealers.
The other objective of this report is to know the needs and wants, buying behavior
of the customers toward their Home Appliances. As a part of my study I covered most
of the Area in Lucknow like Hazratganj, Saproomarg, Vikas Nagar , Kapoorthala,
Aliganj, Mahanagar, Indira Nagar, Alambagh , Transport Nagar, Nirala Nagar .A list
of area was given by my industrial guide. There are 50 Dealers which are surveyed
by me in a given time of period of 45 days. The sampling technique used for this
study was simple random sampling and the sample size was 50 .The tool which I used
to analysis the data was simple average method and the data’s where put in tabular
form as well as in chart form also. In that manner we prepared a questionnaire of
12 questions which reflects all the aspects of our report.

10
NEED AND SCOPE OF STUDY
Today, for any organization or firm to survive in this competitive world depends on
its ability to be dynamic and be different from the competition to be unique in the
industry. Customer Satisfaction helps every organization to keep the existing
customer and to build new customer. This research is aimed at profiling the
standard customer with an aim to increase the network and improve company-customer
relations. The information gathered through this research can be used by the
company to improve its services and became more customers friendly. This can
increase the goodwill of the company and its overall performance. Thus this study
is aimed to provide the management with some knowledge about its status in market
both in terms of sales and customer awareness. The research also aims to provide
some ideas to improve the company’s present condition.

SCOPE AND OBJECTIVE OF STUDY

To know the competition level and the competitive advantage of Godrej with the
other product/ service provider companies in LUCKNOW. This study is based on the
selected Area’s, For knowing the competition level and the advantage the objective
is divided in to different segments. With the help of this study Godrej can make
more new customers as well as hold the existing one too. This will provide help in
launching the new plans in to the market. When we know that what are problems
facing our customer, then we can easily rectify these problems as soon as possible.
AREA OF STUDY

LUCKNOW
PERIOD OF STUDY

2 MONTHS
11
CHAPTER – 2

12
GODREJ GROUP PROFILE

Started in 1897 as a locks manufacturing company, the Godrej Group is today one of
the most accomplished and diversified business houses in India. Godrej's success
has been driven by the company's commitment to delivering innovation and
excellence. Through the consistent application of this commitment and a century of
ethical business conduct, Godrej has earned an unparalleled reputation for trust
and reliability. In 1930, Godrej became the first company in the world to develop
the technology to manufacture soap with vegetable oils; that spirit of innovation
has continued throughout the organization's history. Today Godrej is delivering
consumers exciting innovations across a spectrum of businesses. The company's
pursuit of excellence is equally well established and enduring. In the 1944 Mumbai
docks blast, Godrej safes were the only security equipment whose contents were
unharmed; an equal level of product quality continues to be expected from every
product bearing the Godrej brand name. Godrej management understands that the
company's greatest asset is the trust and faith that consumers have reposed in it,
and recognizes that the company must continue to earn this trust. This translates
to the organization delivering outstanding quality and value in everything it does.
Godrej's ethical and visionary practices have allowed the company to successfully
expand into a number of businesses. Today Godrej is a leading manufacturer of goods
and provider of services in a multitude of categories: home appliances, consumer
durables, consumer products, industrial products, and agri products to name a few.
A recent estimate suggested that 350 million people across India use Godrej
products. The group has more recently entered the real estate and information
technology sectors, and management views these as avenues for enormous growth. The
Godrej Group stands in a strong position today. With annual sales in excess of $1
billion, a workforce of approximately 18,000, and a strong diversified portfolio,
Godrej has proven its ability to deliver strong financial performance.

13
The Godrej Group
The Godrej Group has interests in a wide range of businesses. Apart from GCPL, the
major Companies In the Group include: Godrej & Boyce Manufacturing Co. Ltd. – a
leading manufacturer of office and home Equipment including appliances, furniture,
locks, security equipment, storage solutions and Industrial equipment Godrej
Industries Ltd. – a leading manufacturer of oleo chemicals that are used in more
than two dozen industries. The Company also has a presence in the foods business.
Godrej Agro vet Ltd. – the market leader in animal feeds and innovative agri
products in India. The Company also has a presence in the branded poultry, rural
retailing and oil palm sectors. Godrej International Ltd. – engaged in
international trading. Godrej Sara Lee Ltd. – a joint venture with Sara Lee
Corporation, USA and a leading Manufacturer of household insecticides. Geometric
Ltd. – a specialist in Product Lifecycle management software solutions for the
Mechanical design, manufacture and industrial markets. Godrej Properties Ltd. - a
leading developer of residential and commercial premises. Godrej Hershey Ltd. –
markets juices, fruit drinks, soya milk based drinks, edible oil and Packaged tea.
In FY 2006, GBFL has acquired 100 percent stake in ‘Nutrine Confectionery Company
Pvt. Ltd.’ (Nutrine). In April 2007, the company entered into a joint venture with
the Hershey Company, North America’s leading chocolate and confectionery
manufacturer, to Manufacture and distribute confectionery, snacks and beverages
across India. Being part of the Godrej Group allows Godrej Consumer Products to
draw upon the rich heritage and Experience of the Group.

14
In line with GCPL’s vision and long-term business objectives, all corporate
Decisions are independently taken by the Company’s highly respected Board in
conjunction with Competent management teams, keeping in view the best interest of
all its stakeholders.

BUSINESS FACTS
Continuously expanding marketing and sales infrastructure • GCPL possesses a well
entrenched and established distribution network serviced by a highly motivated
sales organization • Consistent focus on enhancing reach and presence especially in
growing domestic rural regions as well as international markets • Sophisticated IT
connectivity with distributors Robust manufacturing and Supply Chain competencies •
State of the art manufacturing facilities spread across the country • Factories
strongly committed to TQM culture, adhering to International & Indian Standards and
systems and following Good Manufacturing Practices (GMP) • Sophisticated ERP
systems across the business Well-developed R&D capabilities • Focus on innovation
and development of novel consumer centric products and processes

15
Energized and experienced teams • Strong focus on enhancing skills and competencies
across functions through training & periodic • Young Executive Board comprising
young managers formed as part of a Group initiative to Devise strategies and
identify new opportunities

Corporate Governance • Envisages attainment of the highest levels of transparency,

accountability and equity in all Facets of its operations and in all its
interactions with its stakeholders including shareholders, Employees, lenders and
the Government. • Committed to achieve and maintain the highest standards of
Corporate Governance. • Ensures that all its actions serve the underlying goal of
enhancing overall stakeholder value Over a sustained period of time. • The Company
continues to enjoy a corporate governance rating of CGR2+ (pronounced as CGR two
plus) and Stakeholder Value Creation Rating of SVG1

16
Godrej consumer Products Ltd.-A Historical Perspective

The Consumer Products business of the over 80 year-old erstwhile Godrej Soaps Ltd.
(GSL) was Demerged into the newly incepted Godrej Consumer Products on April 2001,
pursuant to a scheme of demerger. As envisaged in the scheme of demerger, the name
of Godrej Soaps Ltd. (GSL) was also changed to Godrej Industries Ltd. (GIL). GIL
retained the businesses of industrial chemicals, medical diagnostics and estate
operations. With effect from April 1, 2001 the capital of GSL was reorganized from
shares of Rs.10/- each to shares of Rs. 6/- each in GIL and Rs. 4/- each in GCPL.
Each equity shareholder of GSL was issued and allotted one share of the face value
of Rs. 4/- in GCPL for every one share of the face value of Rs.10/- held in GSL.
The record date for the above issue was May 3, 2001. The Board of Directors at the
Annual General Meeting on July 2006 subsequently approved the subdivision of equity
shares of the Company from shares of the face value of Rs 4 each to four shares of
the face value of Re 1 each. GCPL was thus created to be a focused FMCG Company
following best in class norms for Corporate Governance and business practices to
enable shareholders and the investing public to fully understand and appreciate its
performance in the FMCG space. While Godrej Consumer Products Ltd. was established
in its current form in 2001, with a single minded FMCG focus, the Company enjoys 80
years of heritage in the manufacture of soaps and personal care products. GCPL is
acknowledged as an innovator across the soap and personal care segments and has
demonstrated consistent superior growth since inception. Today, GCPL has five
manufacturing facilities in India at Malanpur, Guwahati, Baddi, Katha and Sikkim.
It also has strong international manufacturing and marketing presence. GCPL has
also completed

17
Accretive international acquisitions in the UK (Keyline Brands Limited) and Africa
(Rap idol PtyLimited). GCPL acquired Godrej Global Mideast FZE in October 2007, to
expand its presence into theGCC countries and the Middle East. In April 2008, GCPL
completed the acquisition of Kinky Group(Proprietary) Ltd., in South Africa. This
acquisition enables GCPL diversify into a new line of business along with expansion
of its hair product portfolio.

COMPANY OVERVIEW
Name: Godrej Consumer Products Limited Stock code Reuters: GOCP.BO Bloomberg:
GCPL.IN NSE: GODREJCP, BSE: 532424 Sector: FMCG Market cap (as on 31-Mar-09): Rs.
34.28 billion Floating stock (ex-promoter holding): 30.27% (as on 31-March-09)
Floating stock market cap: Rs. 10.37 billion (as on 31-March-09)

18
Shareholding structure as on March 31, 2009
No of shares held % holding

Category Promoter Holding Promoters 179,186,185 69.73 69.73

Sub-Total
Non-Promoter Holding Institutional Investors a) Mutual Funds/ UTI b) Banks,
Financial Institutions, Insurance Companies(Central/State Govt. Institutions/Non-
Government Institutions) c) Foreign Institutional Investors

179,186,185

4,007,459 424,952

1.56 0.17

44,629,199

17.37

Sub-Total

49,061,610

19.10

Others

a) Corporate Bodies

6,252,921

2.43

Sub-Total Grand Total

28,706,113

11.17

256,953,908

100.00

19
BUSINESS DRIVERS, SUSTAINERS, ENABLERS

Godrej Consumer Products is a well entrenched, focused and growth oriented FMCG
Company. Key drivers • Focus on completely understanding consumer requirements and
behavior and introduction of innovative new products • Consistent focus on
delivering Value for Money products • Consistently augmenting domestic marketing
and sales reach and distribution • Globalization – introducing new product ranges,
new variants and exploring new Geographies Key sustainers • Rich heritage and
experience across identified segments • Competent and experienced management team
backed by committed executives and Workforce • Cutting edge manufacturing and
operating infrastructure. • Well developed brands across both soap and personal
care portfolios. Key enablers • Introduction of efficiency oriented measures like
‘EVA’ to encourage a result oriented Approach and reward correct decision-making. •
Focus on brand building. • Cutting edge IT and systems infrastructure designed to
optimize accounting, Manufacturing, marketing and sales. • Robust technology base
and established systems and processes to ensure consistency in Quality.

20
ORGNAIZATIONAL DEVELOPMENT

To grow in an increasingly competitive and dynamic environment, the Company places

great Importance on developing its human resources. Various initiatives are
undertaken keeping in mind Overall organizational development, with a strong
emphasis on enhancing employee productivity, Accountability and efficiency, while
also allowing the Company to be more market focused, Consumer-centric, cost
conscious with deep consumer insights. As a testimony of the Company’s well
Structured HR approach, GCPL was ranked as the 11th Best Employer in India in the
Outlook Business Hewitt Best Employers in India 2009 Study and as one of the 25
Best Employers in Asia in the Wall Street Journal Asia – Hewitt Best Employers in
Asia 2009 Study. GCPL was ranked 6th in the Best Companies to Work For in India
Survey conducted by Business Today and Mercer TNS and was Ranked9th amongst 250
companies in India as the Great Place to Work conducted by The Great Place to Work
Institute in 2008. Some of the initiatives taken by the Company are given below:
GCPL has a Performance Linked Variable Remuneration approach in its compensation
policies, facilitating a transparent performance management system. This system,
based upon the’ Balanced Scorecard’ methodology, has a strong focus on EVA
enhancement among the Employees, creates a framework for performance evaluation and
translates strategy into Tangible objectives and measures. Being part of the Godrej
Group offers executives both cross-functional and cross industry Experiences
through stints with affiliate Group companies. This not only enables the
Development of new skill sets, but also facilitates knowledge sharing and promotes
best practices across the Company. A stimulating work environment and well
structured coaching programmes for all

executives have also succeeded in improving GCPL’s ability to attract and retain
the best talent and expertise.

21
To tap the young talents of GCPL, the Company set up two strategic teams – Blue and
Red teams which analyzed GCPL’s strengths, weaknesses, opportunities and threats
and then presented a three-year strategic business plan to the Company’s senior
management team. A Plum Team consisting of the senior management and the two teams
selects the best options and ideas for implementation. This activity is carried out
once every two years. Young Executive Board - an initiative intended to energize
and motivate young decision makers. This Board includes young managers from the
Godrej Group and develops strategies for the group. Apart from several team-
building activities through various methods such as outbound workshops, training
programmes, etc, GCPL also conducted the Advanced Management Program for Managers,
who have 5-10 years of professional experience. The program involved an exposure to
the basics in respect of all functional areas, followed by a comprehensive
curriculum, covering advanced management knowledge.

The Malanpur factory has the executed 5th long term settlement with workmen
representatives in a win-win manner. This agreement has resulted in improving
noodles/soap production &productivity, rationalizing labour, leveraging multi-
skilling, job rotation and flexibility and sustaining key performance indicators
with respect to TQM/TPM initiatives. GCPL has extended its HR practices to its
overseas subsidiaries of Keyline (UK), Rap idol (SA)Godrej Global Middle East,
Dubai and Kinky (SA). The Company has also been able to deploy human resources to
these subsidiaries from GCPL, India thereby strengthening key functions and
providing global exposure to our Indian workforce. Notably, this year, the company
launched the new Godrej logo initiative, encouraging employee involvement across
all levels and locations during the launch. The Company conducted various
initiatives to enhance employee engagement around the new brand such as the
“Bedhadak Bolo “contest, career counseling for the employee’s children and
preventive health check-ups for all employees.
22
COMPANY PROFILE

Started in 1897 as a locks manufacturing company, the Godrej Group is today one of
the most accomplished and diversified business houses in India. Godrej's success
has been driven by the company's commitment to delivering innovation and
excellence. Through the consistent application of this commitment and a century of
ethical business conduct, Godrej has earned an unparalleled reputation for trust
and reliability. The beginning of the Godrej Group can be traced to India's freedom
struggle. Its founder, Ardershir Godrej, a lawyer by profession and a staunch
nationalist, believed that India could attain freedom only by being self-reliant.
In doing so, India would overcome economic degradation. On 7th May, 1897, Ardershir
Godrej gave up law and took up lock making. Godrej and Boyce Mfg. Co. Ltd., was
established at Lalbaug, Mumbai. This was the holding company of the Godrej Group.
On 3rd March, 1932, it was incorporated with limited liability. Even though Boyce
was a business partner for a limited period only, his name was retained for legal
purposes. The Godrej Name displaced well established foreign brands from the Indian
market. The name 'Godrej' engraved into the shiny metal of the Godrej Locks came to
be known as a symbol of self reliance, trust-worthiness, assertiveness and
progressiveness for a new generation of Indians. Godrej & Boyce Mfg. Co. Ltd. –
Appliance Division is in the business of manufacturing and/ or marketing
Refrigerators, Washing Machines, Air Conditioners, DVD Players and Microwave Ovens.
Godrej began manufacturing of refrigerators in 1958. From creating a revolution
with PUF (Polyurethane Foam) in 1989 to, colored doors and vinyl draping, 100% CFC
free Refrigerators, to Godrej Pentacool – five side cooling in 2001 and Pentafresh
Technology in 2004 and now – EON range of Frost Free Refrigerators with seven
wonders including revolutionary Cool Shower Technology, we have been at the
forefront of product innovation.
23
Godrej started manufacturing Washing Machines in 1996. We have a complete range of
Hi – Tech Semi Automatic, Fully Automatic and Front Loading Washing Machines. Our
manufacturing facilities are located in Shirwal (near Pune) & Mohali (near
Chandigarh).

In the AC category – we have over 15 models straddling Split and Window segments.
Equipped with Blue Fin and I-TREC technology, Godrej ACs offer best in class
cooling and efficiency.

We have recently stepped into the Microwave Oven category and in a short span of
time garnered a good market presence, through our range of models across solo,
grill and convection segments. DVD players mark our foray into the Consumer
Electronics segment. With a portfolio of 4 unique models which club great
aesthetics and big sound, and plans of more models – we are geared to making our
presence felt here as well.

In addition to the above products, we also have the Godrej Smartcare Service brand
to provide excellent 'After Sales Service'. With 370 service centers spread over
the country, consumers continue to rate Godrej After Sales Service the best in the
industry.

Apart from catering to the domestic consumers, Godrej is also a key OEM supplier in
India. After the success achieved in the domestic market, Godrej is also looking at
Exports in a big way and has launched its Refrigerators and Washing Machines in Sri
Lanka. We also export our products to Singapore, Afghanistan, the Middle East,
Egypt, Kenya, Rwanda, Bahrain and Oman.

24
Consumer electronics milestones
1958 -1st Indian Company to manufacture Refrigerators. 1987 - Pioneered PUF
(Polyurethane Foam) Technology in India. 1989 - First company to introduce PUF
(Polyurethane Foam) 1989 - Introduces India's first and only 100% CFC, HCFC, HFC
free refrigerators 1989 - First company to sell 10 million appliances 1994 - 1st
Company in India to sell 10 million appliances. 1995 - Obtains ISO 9001
Certification 1996 - Launches Washing Machines by commissioning a new manufacturing
set-up at Shirwal State-of-art Manufacturing Plant starts operation at Mohali.

1997 - Launches Air Conditioners - Obtains ISO 14001 certification. 2000 - First
Durable Company in India to launch Branded Customer Service SMARTCARE 2001 -
Launches Pentacool Refrigerators with Revolutionary Five Side Cooling. 2002 - 1st
and only Company in India to make its Entire Refrigerator Range Green (100% CFC,
HCFC & HFC free). 2004 - Godrej Refrigerator awarded the Super Brand Status.
Declared No. 1 in Businessworld Consumer Delight Survey. 2005 - Launches Microwave
Ovens and DVD players. Declared the Most Preferred Brand in CNBC Awaaz Consumer
Awards. 2006 - Launches Eon Refrigerators with Cool Shower Technology that are
adjudged the Best Design in Consumer Durables Category at Businessworld NID Design
Awards. - 1st Company in India to introduce Steam Microwave Oven. - Declared the
Most Trusted Refrigerator Brand in India by Reader’s Digest. 2007 - Godrej
Refrigerators win ‘Trusted Brand – Gold’ award for the second consecutive year from
Readers Digest consumer survey - Godrej Refrigerators adjudged ‘Most Preferred
Brand’ award for the third consecutive year as per the CNBC Consumer Awaaz Survey

25
CORPORATE INFORMATION
BOARD OF DIRECTORS

Mr. Adi B Godrej, Chairman Mr. Hoshedar K Press, Vice-Chairman Mr. Dalip Sehgal,
Managing Director

NON EXUCATVE DIRECTORS

Mr. Bala V Balachandran Mr. Jamshyd N Godrej Mr. Nadir B Godrej Ms Rama Bijapurkar
Dr. Omkar Goswami Mr. A Mahendran Mr. D Shivakumar Mr. Bharat Doshi Mr. Aman Mehta

26
Registered & Corporate Office:
Pirojshnagar, Eastern express highway, Vikhroli,Mumbai – 400079.India Phone;022-
25188010,25188020,25188030 Fax;022-25188040 Website:http://www.godrej.com

Lucknow office: Godrej & Boyce Mfg.Co.Ltd 43-C ,newal kishore Road Near akashwani,
Lucknow,UP India 0522- 2215142.

27
VISION

GODREJ IS dedicated to DELIVER SUPERIOR STAKEHOLDER VALUE by providing solutions to

existing and emerging consumer needs in the Household & Personal Care business. We
will achieve this through ENDURING TRUST & RELENTLESS INNOVATION delivered with
PASSION & ENTREPRENEURIAL SPIRIT.”

MISSION Godej’s Mission is to operate in existing and new Businesses Which

Capitalize on the Godrej brand and our corporate image of reliability and integrity
.our objective is to delight our customer both in India and abroad. We shall
achieve this objective through continuous improvement in quality; cost and customer
service .we shall strive for excellence by nurturing, developing and empowering our
employees and suppliers. We shall encourage an open atmosphere conducive to
learning and team work.

28
VALUES • • • • • • • • • • Commitment to Quality. Customer Orientation...
Dedication & Commitment. Discipline. Honesty & Integrity. Learning Organization.
Openness & Transparency. Respect/Care & Concern for People. Teamwork. Trust.

29
Appliances Product of Godrej and Boyce Mfg Co. Ltd
Refrigerators .
Direct cool • • • • • • • Cold Gold Deluxe Pantacool v2 Pantacool Axis No.1 GDC 110
Edge

Frost free • • EON Pantacool

Air-Conditioners .
Spilt AC • • • • Mirror Star Series Silver Line Series Pearl Series Ivory Series

Window AC • • Navigator Series Maxi Miser Series

30
Washing Machines .
Fully Automatic Semi Automatic

Microwave Ovens .
Steam Convection Grill/combination Solo

DVD Players .

31
On completion of his 50 years, Godrej celebrating his programme jubilee of
smiles.with offering new schmes and prizes on every purchase by customer.

Godrej gives his consumers a better living .By Offering Him, His new smart care
service, in this service Godrej gives the additional warranty to their customers
for a fix period and the money taken against it is called insurance premium .by
using it any customer can call in the company for any little fault. In Godrej
Appliances, Consumer Service is not a job. It is our opportunity for bonding with
the consumer. Over the years we at Godrej have nurtured and invested in Consumer
Service. The expanding family of satisfied Godrej consumers who have been using our
appliances are testimony to the fact that today they acknowledge it as a part of
our Brand DNA. From offering Godrej Service only in the 18 towns where the
company's branches exist, we have begun the aggressive transition to making it more
accessible. The Godrej Brand of Consumer Appliance Service has been christened to
"SmartCare" to signify this objective of Reaching you - with Service for a better
living. "SmartCare" steps in with a desire to provide answers to customers'
Appliance Service needs. When your domestic appliance like refrigerator, washing
machine or air-conditioner fails to work, it is always necessary to spend some time
in deciding whom to call for service. You have known through the newspapers and
various other media that many times service technicians rip-off customers. The best
way to overcome such situation is to become a knowledgeable customer.
32
Price need not be the only consideration while requesting service. Our website will
tell you what options are available to try to help you decide what route should be
taken. Our extensive Smart Tips section may help you avoid expensive repairs or
even the need for service entirely. In order to save your monthly electricity bill,
we have provided Energy Saving Tips that are easy to practice. We believe in
customer relations and with the same belief, the Service Products section can help
you in knowing details of service contracts and accessories we have for customers
like you. The terms and conditions of the warranty and optional service contracts
are listed under Service Support section. If you have simply forgotten how to
operate your appliance and you've misplaced the instructions, our Use & Care Guide
part will help in pointing you to resources to order. To enable you to know more on
current events of our service you may refer to the section titled Service News
where you will gather information on the necessity of change in refrigeration
technology, service training programs etc. Also frequently asked questions are
answered in the FAQ part. If you are the hands-on type and want to attempt to
repair your appliance yourself, the Problem Solver section is the best resource you
could look for. Along with the Smart Tips section, you should be well on your way
to repairing your domestic appliance yourself. However for any reason you need our
assistance please refer to Contact us section. For those desiring to purchase new
appliances, Helpful Shopping Guide will be linked that is useful. The On-line
Service Request enables our customers to register a service call, in case of any
problem, guidance-required etc. Finally, you will be able to send us your feedback
on our service through On-line Survey part of the website.

33
COMPETITORS

INTRODUCTION
From its inception as a small export business in Taegu, Korea, Samsung has grown to
become one of the world’s leading electronics companies ,specializing in digital
appliances and media ,semiconductors ,memory, and systems integration ,today
Samsung ‘s innovative and top quality products and processes are world
recognized .this time line captures the major milestones in Samsung ‘s history ,
showing how the company expanded its product lines and reach ,grew its revenue and
market share ,and has followed its mission of making life better for consumers
around the world . On March 1, 1938, founding chairman Byung-Chull Lee started a
business in Taegu, Korea, with 30,000 won. At the start, his business focused
primarily on trade export, selling dried Korean fish, vegetables, and fruit to
Manchuria and Beijing. In little more than a decade, Samsung— which means "three
stars" in Korean—would have its own flour mills and confectionery machines, its own
manufacturing and sales operations, and ultimately evolve to become the modern
global corporation that still bears the same name today. 1970. Black –and –white TV
(model:p-3202) production started by Samsung-Sanyo. 1974: Began washing machine and
refrigerator production Samsung India strengthens its Fully Automatic Washing
Machine range. 1976. 1 millionth black-and-white TV produced Latest Archives of
Samsung SAMSUNG launches the largest 5 Star rated refrigerator range, 'Freshtech
Ultima' in the Indian market SAMSUNG launches its 2009 range of bio sleeplus air
conditioners

34
VISION
Samsung is guided by a singular vision: to lead the digital convergence movement.
Samsung believe that through technology innovation today, we will find the
solutions we need to address the challenges of tomorrow. From technology comes
opportunity—for businesses to grow, for citizens in emerging markets to prosper by
tapping into the digital economy, and for people to invent new possibilities. It’s
our aim to develop innovative technologies and efficient processes that create new
markets, enrich people’s lives and continue to make Samsung a trusted market
leader.

MISSION
To create technology products and services that lead the industry. To put into
place more efficient management and production proscesses . To maintain the the
steadfast foucs on strengthening our orgnaization ,on continuing to be a globel
technology leader and trusted ,responsible company.

• • •

35
INTRODUCTION

Birth and estabishment of a new era for electronics industries LG Group founder In
Hwoi,Koo set LG history in motion with the establishment of the Lak Hui Chemical
Industrial Corp. in 1947. During those formative years, the company emphasized the
principle of creating harmony among people. The employees believed that mutual
trust and responsibility were crucial to accomplishing business objectives.

In 1952, Lak Hui (currently LG Chem.) became the first Korean company to enter the
plastics industry. As the company expanded its plastics business, it established
Gold star Co., Ltd., (currently LG Electronics Inc.) in 1958. In 1959, Gold star
produced Korea's first radio, opening a new era for the nation's electronics
industry. In the early 1950s, LG had already established the foundation for its two
major sectors-the chemical and electronics businesses-thereby leading the
development of Korea's industries. Korea vigorously implemented economic
development plans and gradually consolidated the groundwork for its growth,
emerging as a developing nation. Accordingly, LG gradually expanded its chemical
and electronics businesses, which created the foundation for a big business group.
During this decade, Gold star Co., Ltd., produced Korea's first electronic products
such as electric fans in 1960, refrigerators in 1964, black and white televisions
in 1966, air conditioners in 1968, and washing machines and elevators in 1969.

Gold star soon became Korea's leading company in the chemical, energy, and
electronics industries.
36
1996 : LG Established in India

A Giant leap toward the future LG has adopted new visions for the 21st century. Its
new visions are to develop a corporation where employees reach their full
potential, shareholders maximize their value, and consumers are satisfied and
touched emotionally.

On March 1, 2003, LG launched its comprehensive holding company, LG Corp. LG became

the first major Korean corporation to introduce a holding company structure with
advanced corporate governance. By converting its structure into the holding company
system, where investment and business divisions are separated, LG committed itself
to overcoming chronic problems that most of Korea's large companies had in
governance, especially in circulatory investments between subsidiaries.

LG is now striving to fulfill its goal of becoming a first-class corporation by

embracing "Jeong-Do" Management* and continuous innovation

37
INTRODUCTION

Whirlpool Corporation today is the world's leading manufacturer and marketer of

major home appliances. Whirlpool realizes annual sales of approximately $19
billion, has 70,000 employees and maintains 69 manufacturing and technology
research centers around the world. We market Whirlpool, Maytag, Kitchen Aid, Jenn-
Air, Amana, Brastemp, Consul, Bauknecht and other major brand names to consumers in
nearly every country around the world. Our beginnings, though, were much more
humble, based on a business failure and the vision of one family. In 1908, Lou
Upton invested his savings in a venture to manufacture household equipment. When
that company failed to materialize, Upton was offered the opportunity to select
something of value from the failed venture as a return on his investment. He chose
the patents on a hand washing machine that he thought might be electrified. Lou
Upton brought the patents and his innovative vision home to St. Joseph, Michigan.
In 1911, Lou joined his uncle Emory and brother Fred to produce motor-driven
wringer washers as the Upton Machine Company.

Whirlpool Corporation is a leader of the $100 billion global home appliance

industry. Our appliances are marketed in nearly every country around the world.
Whirlpool manufactures appliances across all major categories, including fabric
care, cooking, refrigeration, dishwashers, countertop appliances, garage
organization and water filtration.

38
Leading Brands Whirlpool markets some of the world’s most recognized appliance
brands, including Whirlpool, Maytag, Kitchen Aid, Jenn-Air, Amana, Bauknecht,
Brastemp and Consul. The Whirlpool brand is the world's No. 1 global appliance
brand and ranks among the world's most valuable brands identified by Brand Finance,
the world’s leading independent brand valuation and marketing metrics consultancy.
Whirlpool’s Vision Every Home… Everywhere… with Pride, Passion and Performance
Vision reinforces that every home is our domain, every customer and customer
activity our opportunity. This vision fuels the passion that we have for our
customers, pushing us to provide innovative solutions to uniquely meet their needs.
Pride... in our work and each other Passion... for creating unmatched customer
loyalty for our brands Performance... that excites and rewards global investors
with superior returns We bring this vision to life through the power of our unique
global enterprise and our outstanding people... working together... everywhere.
Whirlpool’s Values Values are constant and define the way that all Whirlpool
Corporation employees are expected to behave and conduct business everywhere in the
world. Respect — We must trust one another as individuals and value the
capabilities and contributions of each person. Teamwork — We must recognize that
pride results in working together to unleash everyone’s potential, achieving
exceptional results.

39
Spirit of Winning — We must promote a Whirlpool culture that enables individuals
and teams to reach and take pride in extraordinary results and further inspire the
"Spirit of Winning" in all ofus.

40
AWARDS AND HONOURS
Godrej Consumer Products Limited ranks 9th in the Great Place to Work Survey for
2008 .

GCPL, the Highest Ranked Indian FMCG in Asia's Hot Growth Companies' List by
Business Week . Godrej Consumer Products Ltd. has been ranked 14th in The Best
Companies to Work For study. This study was jointly conducted by Business Today,
Mercer and Taylor Nelson Sofres (TNS) . Godrej Consumer Products Ranks 6th in ET-
Hewitt Best Employers of India survey . GCPL ranked 15th in Great Places to Work
2006 survey . The Corporate Citizen of the Year Award given by Economic Times.
Flagship brands Good knight, Cinthol and Ezee selected Super brands by the Super
brands Council. Godrej Sara Lee, the JV between the Godrej Group and Sara lee
Corporation, USA is acknowledged the World's largest mat manufacturers and South
Asia's largest manufacturers of Coils. Godrej Consumer Products Limited, adjudged
as a Business Super brand by the Super Brands Council. The Return on Capital
Employed and Return on Net Worth ratios of Godrej Consumer Products - the highest
in corporate India. Godrej Consumer Products was awarded the "Best Managed
Workforce" award given by Hewitt Associates and CNBC TV18. Godrej Consumer Products
features in the Top 25 list of Great Places to Work (survey conducted by Grow
Talent in association with Business World) for four years in a row. Lifetime
Achievement Award for Godrej Industries from CHEMEXCIL, the Basic Chemicals
Pharmaceuticals and Cosmetics Exports Promotion Council.
41
2006 • Lalji Mehrotra Foundation Award for Excellence, conferred by National
Society for Equal Opportunities for the Handicapped. Great Son of India Award given
to Sohrab Godrej by National Convention for Protection of India's Resources and
Environment. 2005 BNHS Green Governance Award for the Category - Conservation &
Restoration of Habitat, awarded to Godrej & Boyce Mfg. Co. Ltd 2003 Economic Times
Corporate Excellence Award for Corporate Citizenship 1994 Nisarga Mitra Award from
Rotary Club of Bombay, Vikhroli for Environmental Conservation 1991 Indira Gandhi
Paryavaran Puraskar awarded to Sohrabji Godrej. 1989 Institution of Economic
Studies Lok Shree Award for Social Commitment towards the society.

42
In Indian Television History Godrej is the frist Home Appliances company which is
Produce a Game show . Godrej Khelo Jeeto Jiyo (“KJJ”/ “Program”) is a television
show sponsored jointly by Godrej Industries Limited and Godrej & Boyce
Manufacturing Company Limited, hereinafter referred jointly as “Sponsor” and
produced by Synergy Adlabs Media Limited (“Producer”). The Program is a game-show
involving teams, with two members each, competing in a series of activities as
given below to win prizes. and the prize is a Godrej Brighter Home .

43
CHAPTER – 3

44
DATA COLLECTION

SOURCES OF DATA PRIMARY DATA: Primary data refers to data that is collected afresh
and recorded for the first time. Primary data are those data i.e. collected by the
researcher himself. It thus happens to be original in nature. The various methods
of collecting primary data are performing surveys, census, through observation or
through correct communication with respondents. But basic manner of primary data
collection is survey method. The primary data for the study was collected through
questionnaire and informally. The primary data is collected from a questionnaire
which is having 12 questions. Every question is having its own value and it
provides various aspects of this report. For collecting the data we go through the
dealers store situated in LUCKNOW city area.

SECONDARY DATA: Secondary data refers to that which has already been collected by
someone else. Secondary data for the study was collected from: Published literature
Company published data and broachers Internet Commercial service Books

45
METHODOLOGY

The success of the analysis mostly depends on the methodology on which it is

carried out. The appropriate methodology will improve the validity of the findings.
Area of the study: The study was mainly concentrated on LUCKNOW city. Research
Design: Descriptive Research: Descriptive research includes survey and fact-
findings enquire of different kinds. The major purpose of descriptive research is
description of the state affairs, as it exists at present. Data Collection: The
study is based on the data collected through primary and secondary sources. Primary
Data: An interview schedule was designed to collect primary data from various
Dealers. Secondary Data: Secondary data was collected from journals, magazines, web
sites and from other relevant publications. Sampling Design: The sampling design
mainly consists of the sample taken for the study along with the sample size,
sample frame and sampling method.

46
Sample Universe: All Dealers those who are deal in the selected Area’s in LUCKNOW
were taken as the sample universe. Sample Size: From the universe, sample sizes of
50 Dealers were selected for the purpose of the study. Sample Frame: The Dealers
were selected on a random basis from which the respondents were selected based on
convenience. Sampling Method: Convenience sampling was used, based on the
willingness and availability of the respondents. The study was conducted on Dealers
with different type of brand business in same segment. Research period: The time
for the project was limited to 45 days only, from this, 30 days was spent for the
collection of data. Design of the study: The chapter briefly describes the design
of the study to explain the objectives, scope of the study, methodology, sampling,
field work and finally the limitations of the study.

47
STATEMENT OF PROBLEM
Today is the world of inventions and innovations and that lies in a customer who is
dynamic and his beliefs, attitude and his satisfaction level. It is needless to
affirm that marketing is a new way of thinking about how companies and other
organization can develop beneficial change with target customer who is always
inclined in seeking to satisfy some needs and wants. Hence the problem is how we
can find more customers for what services we provide, how the company can live up
to their expectations and understand the different aspects of customer’s views.

48
SCOPE OF STUDY

Today the FMCG Industry is undergoing a revolution. Many types of branded companies
are entering into this field. This has given rise to the opening of the competitive
HOME APPLIENCES service stations like LG, SAMSUNG, WHIRLPOOL, ONIDA, and AND
VEDIOCON to offer the requisite services to the HOME APPLIENCES users. The survey
was conducted in LUCKNOW CITY and with the study we can get some suggestions from
customers for service improvements in terms of quality. In the study we can find
out the levels of customer satisfaction .we can also identify the causes for
customer dissatisfaction like Relationship, product. more service charges, and
delivery of the

RESEARCH DESIGN
Meaning of the Research Design: Research design is the arrangement of conditions
and analysis of data in a manner that aims to combine relevance to the research
purpose with economy in procedure. In other words it is a logical and systematic
plan prepared for directing a research study. It specifies the objectives of the
study, the methodology and the techniques to be adopted for achieving the
objectives. Exploratory: Exploratory research is used when one is not conversant
with the problem environment such type of investigation is mainly concerned in
determining the general nature of the problem and variables related to it.

49
Research methodology is a way to systematically solve the research problem. It may
be understood as a science of studying how research is done scientifically.
Exploratory research is done through surveys to find the various aspects of
customer satisfaction like margin, service charges, service delivery, etc.
Questionnaire is prepared to collect the primary data. Comparative research
Comparative research, simply put, is the act of comparing two or more things with a
view to discovering something about one or all of the things being compared. This
technique is often utilizes multiple disciplines in one study. When it comes to
method, the majority agreement is that there is no methodology peculiar to
comparative research. The multidisciplinary approach is good for the flexibility it
offers, yet comparative programs do have a case to answer against the call that
their research lacks a “seamless whole” There are certainly methods far more common
than others in comparative studies, however. Quantitative analysis is much more
frequently perused than qualitative, and this is seen in the majority of
comparative studies can be use quantitative data. The general method of comparing
things is the same for comparative research as it is in our everyday practice of
comparisons. Like cases are treated alike, and cases are treated differently; the
extent of difference determines how differently cases are treated. The point here
is that if one is able to sufficiently distinguish two cases, comparative research
conclusions will not be very helpful. Secondary analysis of quantitative data is
relatively widespread in comparative research, undoubtedly in part because of the
cost of obtaining primary data for such large things as a country’s policy
environment. A typical method of comparing welfare state is to take balance their
levels of spending on social welfare.
50
In line with how a lot of theorizing has gone in the last century, comparative
research does not tend to investigate ‘grand theories’ such as Marxism. It instead
occupies itself with middle-range theories – theories that do not purport to
describe our social system in its entirely, but a subset of it. A good example of
this is the common research programs that looks for differences between two or more
social systems, then look at these differences in relation to some other variable
coexisting in those societies to see if it is related. The classic cases of this is
Espying-Anderson’s research on social welfare systems, and compared them based on
their levels of deco modification of social welfare goods. He found that he was
able to class welfare states in four types, based on their deco modification. She
further theorized from this that deco modification was based on a combination of
class collisions and mobilization, and regime legacy. Here EspyingAnderson is using
comparative research: he takes many western countries and compared their level of
deco modification, then develops a theory of the divergence based on his findings.

Comparative research is a methodology in the social sciences that aims to make

comparisons across different countries and cultures. A major problem in comparative
research is that the data sets in different countries may not use the same
categories, or define categories differently. Customer satisfaction It is a
business term, is a measure of how products and services supplied by a company meet
or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four perspectives of a balanced score. In a competitive
marketplace where businesses compete for customers, customer satisfaction is seen
as a key differentiator and increasingly has become a key element of business
strategy. There is a substantial body of empirical literature that establishes the
benefits of customer satisfaction for firms.

51
Measuring customer satisfaction: Organizations are increasingly interested in
retaining existing customers while targeting non-customers;] measuring customer
satisfaction provides an indication of how successful the organization is at
providing products and/or services to the marketplace. Customer satisfaction is an
ambiguous and abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to
product/service. The state of satisfaction depends on a number of both
psychological and physical variables which correlate with satisfaction behaviors
such as return and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other products against which
the customer can compare the organization's products. Because satisfaction is
basically a psychological state, care should be taken in the effort of quantitative
measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998
defined ten 'Quality Values' which influence satisfaction behavior, further
expanded by Berry in 2002 and known as the ten domains of satisfaction. These ten
domains of satisfaction include: Quality, Value, Timeliness, Efficiency, Ease of
Access, Environment, Inter-departmental Teamwork, Front line Service Behaviors,
Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often
utilized to develop the architecture for satisfaction measurement as an integrated
model. Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and
1988 provides the basis for the measurement of customer satisfaction with a service
by using the gap between the customer's expectation of performance and their
perceived experience of performance. This provides the measurer with a satisfaction
"gap" which is objective and quantitative in nature. Work done by Cronin and Taylor
propose the "confirmation/disconfirmation" theory of combining the "gap" described
by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to
expectation. According to Garbrand, customer satisfaction equals perception of
performance divided by expectation of performance.

52
The usual measures of customer satisfaction involve a survey with a set of
statements using a Likert Technique or scale. The customer is asked to evaluate
each statement and in term of their perception and expectation of performance of
the organization being measured. Customer Perception: Customer perceptions are what
indicate whether you have achieved satisfaction or not. In other words, they
represent stepping stones along a continuum. Perceptions accumulate over time and
gradually equate to either satisfaction or dissatisfaction. You job is to
understand and act on these perceptions so the final result is customer
satisfaction.

The word ‘perception’ was used in ISO 9001, in my opinion, to highlight just how
subjective this quality is. Perceptions can comprise just about anything: fact,
fiction, fantasy, whatever. If customers believe their perceptions, though, the
perceptions have the weight of fact. That is why it is so important to reach out to
customers and specifically ask them what they think. By their very nature, you
probably won’t agree with all the perceptions. A perception equals fact in the mind
of the customer, though. You must act on these perceptions and let the customer
know what you’ve done.

It sounds like your salesman’s trip report could be a very effective tool for
capturing perceptions. After all, he’s on-site with the customer and probably can
solicit candid responses. Here are a few of questions related to these trip
reports: 1) where did the issues on the trip report come from? Are they the result
of understanding what the customers really value, or are they just a guess at what
the customers value? 2) Does the salesman ask for open-ended feedback, as well as
scaled responses? Open ended feedback typically generates the most valuable
information, despite the fact it doesn’t produce much hard data. 3) Does the
salesman carry a digital camera with him for taking pictures of problems or
concerns? He should. This is a great opportunity for grabbing people’s attention
back at the plant, and a picture will certainly do it.

53
Consumer Behavior I consumer business context referred to as the study of when,
why, how, where and what people do or do not buy products.. It blends elements from
psychology, sociology, social, anthropology and economics. It attempts to
understand the buyer decision making process, both individually and in groups. It
studies characteristics of individual consumers such as demographics and behavioral
variables in an attempt to understand people's wants. It also tries to assess
influences on the consumer from groups such as family, friends, reference groups,
and society in general. Customer behavior study is based on consumer buying
behavior, with the customer playing the three distinct roles of user, payer and
buyer. Relationship marketing is an influential asset for customer behavior
analysis as it has a keen interest in the re-discovery of the true meaning of
marketing through the reaffirmation of the importance of the customer or buyer. A
greater importance is also placed on consumer retention, customer relationship
management, personalization, customization and one-to-one marketing. Social
functions can be categorized into social choice and welfare functions. Each method
for vote counting is assumed as a social function but if Arrow’s possibility
theorem is used for a social function, social welfare function is achieved. Some
specifications of the social functions are decisiveness, neutrality, anonymity,
monotonocity, unanimity, homogeneity and weak and strong Paretooptimality. No
social choice function meets these requirements in an ordinal scale simultaneously.
The most important characteristic of a social function is identification of the
interactive effect of alternatives and creating a logical relation with the ranks.
Marketing provides services in order to satisfy customers. With that in mind, the
productive system is considered from its beginning at the production level, to the
end of the cycle, the consumer (Kioumarsi et al., 2009).

54
Dealer’s, Needs And Wants: Meeting the objective needs and subjective wants of
dealers to drive sales is the basis of most businesses. It is how they build
business relationships, remain profitable, and how they expand into new
territories. While the process of meeting those needs and wants may be different
for each client or project, your goal is to lead your team in satisfying Dealer
goals and expectations so your company will receive future work. Needs can be very
similar between customers, while wants can vary enormously based on the different
perceptions and diverse experiences of your client base. Talk With Dealer’s In
order to meet your customers' expectations, your team must first understand what
those expectations are. Ways to determine this include: ¥ Meeting with Dealers ¥
Asking open creative questions about what is he required. ¥ Using a 'content
mirror' to ensure understanding and show you are listening and interested ¥ Taking
copious notes for future reference! ¥ Holding a team meeting afterward to compare
notes and pinpoint exact needs and wants ¥ Returning to the Dealer if needed for
clarification before beginning a project. Even though many clients know what they
require, some simply do not. And some may have an idea of what they want without
that necessarily corresponding with what they need. It will be up to your team to
draw the needs and wants out of them in order to devise a plan and goals. When
talking with customers, you should ask questions about their business, what they
feel are its strengths and what its weaknesses are. If working in sales, finding
out what a client is lacking in their business can help you find the correct
solution Ð which then can lead to a sale.

55
Steps to Meet These Needs And Wants Once you have established the expectations of
your customer, then your work really begins. Whether you are working with a team on
a project or you are trying to sell products or services, the steps you take should
include: ¥ Brainstorming possible solutions to issues presented by the Dealer. ¥
Outlining project goals and assigning tasks. ¥ Determining the correct product that
will meet the needs and wants of Dealers. ¥ Presenting solutions to the Dealer.
When taking these steps, you may want to consult with the customer to make sure you
are on the right track. Since Dealers may at any time become worried, frustrated,
angry, or anxious about the process, it is your job to let Dealers know that they
are a priority and that you are trying your best to meet their requirements.
Keeping Dealer informed will be an important ingredient of success. Dealer Follow
Up: After delivering a product / service or presenting a process to your Dealer,
you should follow-up to see if their expectations have been met. This is not only
good business practice; it also let’s Dealers know that you care about their
business and that you want them to succeed, even beyond the sale. If they are not
satisfied, then you should show ownership and follow company procedures in trying
to fix any issues they may still have. Timothy Millett, head trainer at i perform,
has extensive expertise in performance training, sales training and customer
service training. Tim has helped participants from organizations such as SWIFT and
UBS achieve peak levels of personal performance

56
Sample Design: Sampling may be defined as the selection of some part of an
aggregate or totality, on the basis of which judgment about the aggregate or
totality is made. In other words, it is the process of obtaining information about
an entire population by only examining only a part of it. For the purpose of this
study 50 samples i.e. Dealers in Area’s surveyed to collect the primary data. The
convenient sampling is used to select the representative sampling from the
population, because researcher does not have subscriber who are easily accessible.
Definition of the population: Out of the sample collected the breakup of the sample
size was on the following parameters. This sample is collected from the various
Areas in LUCKNOW. The list of Area was provided by our company to collect the data.
The respondents were taken from all the kinds of size i.e. high, lower and middle
sizes . The respondents have been chosen on random basis. These respondents Dealers
.Some were authorized dealer and other is sub dealer. Also the opinion of local
people had been taken. The sample size consists of 50 respondents. Sample size: A
total number of 50 respondents were included in the study. Sample Procedure The
sampling design, I have chosen to decide the sample for study is based on
convenient sampling.

57
LIMITATIONS OF THE STUDY

The sample size of Dealers is limited to 50 because of time and cost factor. The
information collected may not be sufficient and reliable in terms of total market
conditions in LUCKNOW. The study was time bound. Many of the respondents were not
open with their responses. Majority of the dealer were too aggressive in nature.
Lack of Dealer’s cooperation was a major constraint. There may be error due to bias
of respondents. The behavior of the Dealers while approaching them to fill the
questionnaire was unpredictable. Some of the security guard are not co-operative.

58
DATA ANALYSIS AND INTERPRETATION
Introduction To Analysis After tabulating, the data must be analyzed, researcher
often use statistical interpretation which concentrates on what is average or what
deviates from an average. Statistical interpretation, shows how widely the response
vary and how they are distributed in relation to the variable, being measured,
statistical market rely on estimates of expected errors or deviation from the two
values of population. The analysis and interpretation of data may lead the
researcher to accept or reject the hypothesis being selected. Data Analysis Tools
Used The process of arranging data into groups or classes according to resemblance
and similarities is technically called classification. Classification is the
process of arranging the data into sequences and groups according to their common
characteristics or separating them into different related parts.

Data interpretation will be done through statistical tools like. Bar graphs column
chart Pie charts Hypothesis testing

In the hypothesis testing, we use two kinds of hypothesis first the null hypothesis
and the other one is the alternative hypothesis.

59
Null Hypothesis (Ho) It is the statement that says that there exists no difference
between the parameter (a measure taken by a census of the population and prior
measurement of a sample of the population) and the statistic being compared to it
(a measure from a recently drawn sample of the population) Alternative Hypothesis
(Ha) It is the statement that says that there exists a difference between the
parameter (a measure taken by a census of the population and prior measurement of a
sample of the population) and the statistic being compared to it (a measure from a
recently drawn sample of the population). A alternative hypothesis is the logical
opposite of the null hypothesis.

Formulation Of Hypothesis

The more satisfied the customers are with the speed of data transmission, the
higher is the customer satisfaction. The more satisfied the customers are with
after sales service, the higher is the overall satisfaction. The process of getting
the problem solved will increases the customer loyalty and satisfaction. The higher
is the overall satisfaction, the higher is the intention of additional purchase.
(up gradation or new purchase ). The higher is the overall satisfaction, the higher
is the intention of recommendation.

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ANALYSIS AND INTERPRETATION
TABLE: 1>

Table Showing the Dealer’s In Lucknow City as per survey.

Particular LG Samsung Whirlpool Godrej Others

No. of Respondents 14 11 10 10 5

Percentage (%) 28 22 20 20 10

Chart-1

DEALER'S IN LUCKNOW CITY

10 20 28 LG SAMSUNG WHIRLPOOL 20 22 GODREJ OTHRES

Interpretation: The above pie chart shows the number of percentage of Dealer’s in
LUCKNOW city (surveyed area). We have the 50 Questionnaires; by that we find that
there are 14 Dealers of LG,11 for Samsung ,10 for whirlpool,10 for godrej, and 5
for others On the basis of that we can say that the 28% dealer’s have dealership
for LG, 22% for Samsung, 20 % for both whirlpool and Godrej and 10 % for others.

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Table:2>

Table showing nature of authorization all.

Particular Authorized Dealer Sub Dealer

No. of Respondents 43 7

Percentage (%) 86 14

Chart: 2

Nature Of Authorization
14

Authorized Dealer Sub-Dealer 86

Interpretation: The above pie chart shows the Nature of authorization of dealer’s
in LUCKNOW city. We have the 50 Questionnaires; On the basis of that we can say
that the 86% dealer’s

have authorized dealership and 14% dealers have sub dealership.

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Table: 3> Table showing Dealer’s the response for, why they Deal with these
companies . No. of Respondents Percentage (%) Because it have a goodwill It gives
them a good margin No one other dealer in that area 42 8 0 84 16 0

Particular

Chart -3

Response of Dealer's for why they deal with these Companies

16

Because it have a goodwill It gives them a good margin 84 No one other dealer in
that area

Interpretation: On the basis of 50 questionnaires we got that there are only 42

dealer’s .which is deals with these companies because it has goodwill in market.
And left 8 dealers deal with it because it gives him a good margin. According to
the data there are 84% are those dealer’s which is deal according goodwill and left
16% for margin. So gain more we have to offer more margin on sale for competition.

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Table: 4> The following table and chart shows that the response of dealer that why
they not deal with GODREJ. Particulars Not Authorized Sales executive not meet for
sale No response on calling Service problem 0 1 0 0 1 1 0 0 LG 9 4 Samsung 6 4
whirlpool 9 2 Others 5 0

Chart-4

100% 80% 60% 40% 20% 0%

0 1 4 9

1 1 4 6

0 2 9

0 5

Service problem No response on calling Sales executive not meet for sale Not
Authorized

Interpretation :

The above table and chart shows the reason for why the others dealer

sis not deal with Godrej .here most dealers says that ,for LG 9 out of 14 dealer is
not authorized ,4 out of 14 says that sales executive not meet for sale ,1out of 14
says that on his call company gives no Response. For Samsung 6 is not authorized,4
says sales executive not meet ,1says for service problem and rest 1 says for not
call back from company end .for whirlpool it is 9 for authorization and 2 for sales
executive problem ,and other dealers says that he is not authorized for sale .hence
we can say that sales executive has to meet with dealers for up the company
sales. .

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Table :5> LG 13

Table showing the Highest Selling brand in dealers counter. Samsung 16 Whirlpool 6
Godrej 9 Others 6

Chart -5

20 15 10 5 0 13

16 9 6 THE HIGHEST SELLING BRAND IN DALERS COUNTERS

Interpretation The above table and chart showing that the quantity of product which
is highest selling brand in dealers store. in above chart it is showing that
Samsung are showing 16 out of surveyed 50 dealers store , as well as LG is 13out of
50, then Godrej is 9 out of 50 , then whirlpool is 6 out of 50 ,and in last others
are showing 6 out of 50 stores of dealers .

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Table: 6> Above Table Shows the Reason for Brand sale . Particulars Pricing after
sale service Design of product Dealers suggestion LG 3 11 0 0 Samsung 4 6 0 1
whirlpool 4 6 0 0 Godrej 2 8 0 0 Others 0 5 0 0

Chart-6

12 10 8 6 4 2

11

8 6 3 4 4 1 0 2 0 0 0 6 5 Pricing service after sale Design of product Dealers

suggestion

0 0

Interpretation; The above table and chart shows that the reason behind sale of
given (surveyed) Brand is mostly sale after service. Here whirlpool is very high in
his pricing segment its sale by his pricing is 40%. After it Samsung is get 2nd
place with 36.36%,after that LG with 21 %, Godrej with 20 %.and in last others
brand has 0%. For pricing based sale. so by keeping the pricing godrej has to
reduce price for getting more sale .and sale after service segment it is ,78% for
LG,54.54% for Samsung ,60% for whirlpool, 80 % for Godrej and 5% for others
brand .andfor design segment, Samsung is only one brand which is get sale through
its design .
66
Table: 7> Table showing most displayed brand in dealers Store.

LG 13

Samsung 14

Whirlpool 8

Godrej 9

Others 6

Chart -7

14 12 10 8 6 4 2 0 13 14 8 9 6 MOST DISPLAYED BRAND IN STORE

Interpretation The above table and chart showing that the quantity of product which
is mostly displayed in dealers store . in above chart it is showing that Samsung
are showing 14 out of surveyed 50 dealers store , as well as LG is 13out of 50,
then Godrej is 9 out of 50 , then whirlpool is 8 out of 50 ,and in last others are
showing 6 out of 50 stores of dealers .

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Table: 8> Following table shows that dealer which is wanted to switch their
location. Particulars Yes No LG 5 9 Samsung 2 9 Whirlpool 2 8 Godrej 3 7 Others 0 5

Chart-8

9 9 8 7 6 5 4 3 2 1 0 LG 2 5

9 8 7

5 YES 3 2 NO

0 SAMSUNG WHIRLPOOL GODREJ OTHERS

Interpretation The above table and chart showing that the quantity of DELARS which
is want to switch their store location , as per our survey we can say that 5
dealers out of 14 LG dealers want to switch their store location and for Samsung
its no. is 2 out of 11 and for whirlpool’s it’s no is 2 out of 9.and for godrej it
is 3 out 10 and for others it 0(zero) no of dealers’ which is want to switch their
store location

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Table: 9 > Following table shows the expectance level of Godrej consumer at every
dealer store.

Particulars High Low Satisfactory Unsatisfactory

No. of Respondents 6 34 8 2

Percentage (%) 12 68 16 4

Chart-9

Interpretation The above table shows that there are different level of expectance
of consumers of godrej‘s product on dealers store in Lucknow city (surveyed area‘s)
.34 out of 50 show the expectance level of godrej consumers are low, as well as 6
shows it is high, 8 shows it is satisfactory and rest of 2 shows that its level is
unsatisfactory.
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Table: 10> Following table shows the rate for service of GODREJ. Good 7 Fair 27
poor 5 Very poor 6 Can’t say 5

Chart -10

30 25 20 15

27

Response of dealer s 10 5 0 Good Fair Poor Very Poor Can't Say 7 5 6

Interpretation : the above table and chart shows the level of ranking for godrej
company’s service to dealers like latest news about schemes , offers , margin’s ,
supply of products etc. out of 50 , 27 dealers says that the service of godrej is
fair ,7 says its good ,6 says it’s very poor ,5 says it is poor ,and rest of 5
gives no comment on it . so on the basis of data we can say that the service of
godrej is not good so it has to improve .

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Table: 11> The Following shows the opinion about quality of GODREJ product.
Particulars Strongly agree Agree Neither agree nor disagree Disagree strongly
disagree No. of Respondents 9 26 6 5 4 Percentage (%) 18 52 12 10 8

Chart -11

Interpretation :

In the table and chart shows the dealers response about product

quality of godrej, in my survey 52% dealers is agree with its product quality ,
18%dealers says that he is strongly agree with its product quality , 12 %dealers
says that he is not agree nor disagree with its product quality , 10%dealers is
disagree with it . And rest of 8% dealers are strongly disagree with its product
quality . Hence we can say that only 52%dealers are satisfy with its product
quality which is good for company but it has to enhance.
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12: Suggestion of dealers for how can GODREJ gains their sales. 1. Marketing. 2.
Advertiesment –Both local and on television. 3. Enhance the quality of product. 4.
Enhance the service level of company. 5. Make the Relation between dealers and
company well .and to be enhanced. 6 .Models of product is look like old .so it has
to be modulating. 7. Keep watches the service area. 8. Launch the new model. 9.
Pricing. 10. Offers. & Schemes

72
CHAPTER – 4

73
FINDINGS

Dealers’ feels quality of GODREJ product is Good, Like as LG and SAMSUNG. .GODREJ
has a better positioning in the minds of Dealers. If a individual wants to have a
Home Appliances then godrej Priorrty comes on third number. Quality of the service
provided sale after service plays an important role in keeping the existing
customers and to bring new customers. In pricing and reliability of GODREJ ‘S home
appliances is rated very well by most of its customers. Quality of the service
provided plays an important role in retaining existing customers and goodwill is
created through word of mouth in making new customers. Dealers said that, People
are willing to pay more for new design and latest look. A number of customers
preferred GODREJ company (GODREJ). Most of dealers said that, Customers were not
happy that while they were purchasing old look washing machine then others, Most of
the dealers prefer to sale simple home appliances because the most of consumer want
it. After sales service plays essential part of customer satisfaction. More than
10% dealers have complaints regarding the after sales service of GODREJ. But a
number of customers have reported it excellent and very good. Such dealers want to
get the dealership of godrej. The overall satisfaction level of dealers is high.
Due to the brand name of the

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CONCLUSION

The project Titled “To study the Market share of Godrej with other companies in
Lucknow” was carried out among the Dealers in Lucknow (In consumer electronics
segment). To increase the share in market and reach to the customer godrej should
made Tie up’s with the Retail Store’s like, Next Retail Store, Big Bazaars etc.
Overall objective of the study was to find out the Dealers perception about
godrej’s product and their view, and to find out their satisfaction towards the
sale and service compare to its competitors. The study revealed the picture of
Dealers perception and satisfaction which help godrej to encourage more people to
be the customers/consumers of godrej. That most of dealer’s are happy with it
Dealership And many other’s dealer want to switch their dealership to godrej alone
and to get it with their previous dealership for other company .and also Marketing
is key factor for everything in sale, and by study we get more of dealer’s are
complained about localize marketing of godrej is not supported as compare to
others, so it has to increase .at the end I want say that godrej have a good
position in mind of dealer’s and customer‘s .

75
SUGGESTION

Company should focus on pricing policy in comparison to its competitors because its
competitors provide same products in lower rates. The company should have to focus
better design for product . The company should focus on their after sale
services:Company Should Increase Man Power for sales. The customer rate quality of
the service as the most relevant one and hence Godrej should maintain the quality
in products and after Sale services and should make improvements in this feature.
Many of dissatisfied Dealers asked for more information about New schemes .So the
dissatisfaction may be due to not providing the latest news about new schemes .So
the company can make use of this opportunity to retain its Dealers by providing the
right news.. The product design is not So charming As Compare to , LG and Samsung.
As per survey most of dealer discuss about it sale which Is down due to design. Any
complaint is observed from the dealers, it should be dealt quickly. This will
reduce the chance for dissatisfaction. Company should try to Maintain competitive
prices for consumers ,And should focus on these to keep the brand image in the
minds of people. Market strategies of home appliances providers should emphasize in
price strategy. If any complaint is observed from the consumer, it should be dealt
quickly. This will reduce the chance for dissatisfaction. so the company have to a
customer care as other industries

76
Bibliography

Philip Kotler and Koshy Jha, Marketing Management C .R .Kothari, Marketing Research
Methodology Second Edition; 2004

Websites:
www.godrej.com www.godrejindia.com www.godrejcp.com www.godrejappliances.com

77
ANNEXURE

Questionnaire
DEALER NAME.
-----------------------------------------------------------------------------------
-------------. ADDRESS ..-----------------------------------------------------.
CONTACT NO. ---------------------------------. EMAIL ID.
-----------------------------------------------------------------------------------
----------------------------. 1. DEALERSHIP FOR SELLING THEIR PRODUCTS? LG.
SAMSUNG. WHIRLPOOL. GODREJ. OTHERS.

2. NATURE OF AUTHORIZTION? AUTHORIZED DEALER. SUB-DEALER.

3. WHY YOU ARE DEALING WITH THIS COMPANY? BECAUSE IT HAS A GOOOWILL IN MARKET. IT
GIVES YOU A GOOD MARGIN ON SALE. BECAUSE THERE IS NO DEALER, FOR IT IN THIS AREA.
4. WHY ARE YOU NOT SELLING GOREJ PRODUCT’S? . YOU HAVE NOT AUTHORIZATION FOT IT.
COMPANY SALE S EXUCATIVE NOT MEETS YOU FOR THEIR PRODUCT SALE. HIS RESPONSE IS NOT
GOOD ON YOUR CALLING. OTHER SERVICE PROBLEM. 5. WHICH IS THE HIGHEST SELLING BRAND
IN YOUR COUNTER? LG WHIRLPOOL SAMSUNG GODREJ. OTHER

78
6. REASON BEHIND YOUR SALE FOR PARTICULAR PRODUCT OF A COMPANY. IT’S PRICING Its
DESIGN 7. MOST DISPLAY OF WHICH COMPANY. LG SAMSUNG WHIRLPOOL. GODREJ. OTHERS. Its
SERVICE AFTER SALE YOUR SUGGESTION.

8. DOES YOUR SALE IS AFFECTED BY THE LOCATION. YES. NO.

9. EXPECTANCE LEVEL FOR GODREJ’S PRODUCT OF CUSTOMER? High Satisfactory _ _ _ _ _ _

_ _ _ _ _ _ _ _ Low... Unsatisfactory.

1 0.HOW WOULD RATE THE SERVICE OF GODREJ COMPANY? Good Fair Poor Very poor

11. WHAT DO YOU SAY ABOUT “QUALITY OF GODREJ PRODUCT IS BEST? STRONGLY AGREE DIS
AGREE AGREE. STRONGLY NEITHER AGREES NOR DIS AGREES. DIASGREE.

12. WHAT IS YOUR SUGGESTION’S TO IMPROVE GODREJ SALE & GOODWILL?

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