CONTENTS

Chapter No. 1 2 3 I. II. III. 4 5 6 7 8 9 10

Index Introduction to the study Objective of the study Profile of the company 3.1 Global scenario in Dairy Industry 3.2 Indian scenario of Dairy Industry 3.3 Bans dairy 3.4 Department study Research methodology Data analysis Finding and Suggestion Conclusion Limitations Recommendations Bibliography

Page No. 2 5 7

53 59 74 76 78 80 82

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1-INTRODUCTION

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INTRODUCTION

The present project report is based on my two-month training in Palanpur (Gujarat & Banaskantha ) under BANAS DAIRY CO-OPERATIVE MILK PRODUCERS UNION LTD. The summer training is meant to acquaint student with the real life situation of the organization. It gives the opportunity to utilize and integrate the theoretical knowledge, acquired in the class room in the practical field. The business of brand marketing may be compared with the game of chess in the area of marketing the brand name packing, a similar role as that of the pawns on the board of chess.

Introduction of Marketing:
Need and want through creating, offering, and exchanging products and value with others.

Marketing is very important function in any industry. Every company has to handle its marketing function with care. As the whole world is turning into a global market, marketing function is getting more and important in every company. The term marketing is changing in the world. Now selling product by advertising, it is not only the function of marketing. But in this new world marketing puts weight age on satisfying consumer needs. If the market does a good job understanding consumer needs, develops product that provide superior value and price, distributes and promotes them effectively. These products will sell very easily.

Customer feedback
The customer feedback process is a critical part of the quality management system, and should therefore receive adequate attention during a third party audit. Feedback from the customer is one of the primary performance indicators that can be used to judge the overall effectiveness of the QMS. It is important, therefore, for the auditor to verify that a) The organizations customer communication channels promote an adequate awareness of the process by which customers can provide feedback

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b) Inputs to the customer feedback process include relevant, representative and reliable, and c) This data is analysed effectively, and d) The output from this process provides useful information to the management review and other QMS processes, to enhance customer satisfaction and drive continual improvement.

About Project:
For selling consumer products like milkand other dairy products, it is a necessary to know the consumer opinion. For this purpose, this project is carried out for Banas dairy, Palanpur. For this purpose I took feedback of about 100 customers who are using Amul, Banas and Sagar dairy product. Convenience sampling method and questionnaire metod was used to collect the data. The area of the study was Deesa city. 1) 98% respondents use milk, 46% respondents use butter milk, 20% respondents use Ghee, 5% respondents use sweets and 3% respondents use other products. 2) 70% respondents purchase milk 2ltr a day, and 30% respondents purchase milk more than 2ltr a day. 3) 70% respondents purchase product for self use, 21%respondents purchase a product for selling purpose, and 17% respondents purchase a product for making a new product.

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2-OBJECTIVE

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OBJECTIVE OF THE STUDY

The main objective of this project is to know about consumer opinion for dairy products of Amul, Sagar and Banas dairy in a designated area. And the other objectives are:
To know about which product is more preferred To promote the sales of dairy product. To see whether promotional schemes is fruitful or not. To find out customer requirement. To know about: a) Brand loyalty b) Brand awareness c) Usage rates d) Brand consciousness.

To know about the competitor brand on above favors. To find out remedial suggestions for building up sales in the designated area.

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3-COMPANY PROFILE

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3.1 GLOBAL SCENARIO IN DAIRY INDUSTRY

WORLD SCENARIO :
India plays an important role in the dairy sector. This is crucial important to the company. The country is the worlds largest milk producer, accounting for more than 13 percent of world total milk production and it is the worlds largest consumer of dairy product, consuming almost 100 percent of its own milk production, estimated around 74 million ton in 1998.

Currently, India is a non-entity in the international dairy marketplace. Only small quantities of dairy products are exported to Bangladesh, Sri-lanka, Nigeria, the Middle East and very recently to the USA. The WTO provide India with the opportunity to sell their products in other part of the world, especially to the 150 million non-resident Indians all over the world. An ample export potential exists for unique traditional milk products such as ethnic sweets and foods like srikhand, Peda, and cheese. Indias largest dairy company, GCMMF recently started exporting ghee, butter and srikhand under the Amul brand to the USA. These products will soon be available in Canada also.

The Indian dairy sectors challenges include the need for improvements in animal feeding, vet services milk production, collection and transport as well as the need for advances in corporate technology and marketing.

Further liberalization seems to be necessary to make private and foreign investment in the dairy sector more attractive. The Indian dairy will need these additional investments to keep pace with the fast increasing demand for dairy products. Export opportunities are certainly positive, but every litre of milk exported will create a need for further expansion in the dairy industries unless an import is grow considerably. On the other hand, during the coming WTO -round more pressure will be put on the Indian government to improve the market access for dairy products.

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3.2 INDIAN SCENARIO OF DAIRY INDUSTRY

DAIRY INDUSTRY IN INDIA: a) CO-OPERATIVE:
A man takes a musters seed and sows it in his field. It is the smallest of all seeds, but when it grows up, it has the biggest of all plants. It becomes a tree, so that birds come and make their nest in its shredded branches. This approach of the growing and nesting birds-the spirit co-operation between the natures, the person who sows the seed is the true essence of a co-operative. Co-operation amongst competitive is the fundamental principle. One is reminded of the story where the father tells his five sons to break small wood sticks individually and then trying to breaks them when they are joins. The sticks do not break.

b) CO-OPERATIVE MOVEMENT IN DAIRY INDUSTRY:

Milk is a perhaps the only agricultural product that a farmer is required to sell twice a day every day of the year. In view to its extremely limited keeping quality, the farmer has also got to sell it within a few hours of production; otherwise it becomes a total loss. In India as farming is carried on very small fragmentary holding and because the production per farmer is extremely small it is not possible for a farmer himself to market what little milk he produces. The production being small it does not become worthwhile for him to sell the milk the consumer himself. Inevitably, therefore draying so developed that middle-men entrench themselves in the milk producing areas to buy the milk from the farmers transport it to the consuming centers and to sell in to the consumer. We are all aware of the tremendous exploitation that the middle-men indulge in when marketing agricultural commodities. Even in products like wheat, rice, tobacco, the exploitation of the farmer by middle-men is very important but these are products that are needed to be marketed only once a year. These are also products, which the farmer can stock for some time in order to obtain a good market.

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c) THE GUJARAT CO-OPERATIVES MILK MARKETING FEDERATION:

As district unions multiplied, kaira co-operative recognized that the marketing federation would bring many economics, particularly to the small ones. The Gujarat Co-operative Milk Marketing Federation (GCMMF) was established in November 1973, with Dr. v. kurien as its chairman. He had retired from kaira co-operatives that year, along with Mr. Tribhuvandas K. Patel, one of the founder members of the union.

Following are the members of the union:

Banaskantha District Co-operative Milk Producers Union Ltd. Sabarkantha District Co-operative Milk Producers Union Ltd. Mehasana District Co-operative Milk Producers Union Ltd. Baroda District Co-operative Milk Producers Union Ltd. Gandhinagar District Co-operative Milk Producers Union Ltd. Bharuch District Co-operative Milk Producers Union Ltd. Valsad District Co-operative Milk Producers Union Ltd. Rajkot District Co-operative Milk producers Union Ltd. Ahmedabad District Co-operative Milk Producers Union Ltd. Khaira District Co-operative Milk Producers Union Ltd. Surat District Co-operative Milk Producers Union Ltd.

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3.3 BANAS DAIRY:

Banas Dairy is a well known dairy in Gujarat and is a leading supplier of milk products to Banaskantha District. Banas Dairy Ltd; is a large-scale unit.

Banas Dairy markets its products under a very powerful brand name AMUL. It produces a wide variety of products like Milk, Milk Powder, Ghee, Icecream, Amul butter and Amul Cool etc. A total geographical area of the Banaskantha district is 12248 square Km of which 72% is cultivable while 12% land is irrigated by tube wells canals, etc. The area covered under forest is only sq.Km.Of total 15.99 Lac livestock population 6.54 Lac Cattle and 9.45 Lac Buffalo as per the cattle census 2007.

Frequent droughts due to average rainfall as low as 22 writes on the wall, serve shortage of water accompanied by high TDS (3000 to 5000 mg) and as high as 2-5 ppm fluoride content in water, makes live hood almost difficult.

The district enfolds the human population of about 25 Lac predominantly depending upon the income source from agriculture and allied activities like keeping milk animals. Majority of population dwells in rural hinterland. However agriculture mainly depends upon the rainy season as there is a severe shortage of ground water besides poor quality of soil profile.

Scenario is quite gloomy on literacy rate which is around 55% and women literacy is only 21%. As high as 40% children turnout from schools at primary levels makes the Damocles sword of unemployment always looming. The district is also pride abode of the famous Kankrej, dual purpose breed of cattle.

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Existing Managing Body

S.N.
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17.

NAME
Shri. Partivbhai G. Bhatol. Shri. Balwant Singh. Barad Shri. S. R. Chaudhary. Shri. M. G. Patel. Shri. R. D. Kathrotiya. Shri. V. D. Pavaya. Shri. A. R. Patel. Shri. G. R. Bhatol. Dr. H. B. Joshi. Shri. P. M. Karen. Dr. Z. D. Rathore. Shri. M. P. Joshi. Shri. N. P. Garg. Shri. D. G. Bera. Shri. R. Chechani. Shri. V. S. Desai. Shri. I. J. Memon.

DESIGNATION
Chairman Vice Chairman Managing Director General Manager (PO) General Manager (P&E) Senior Manager (Prod) Senior Manager (Prod) Manager (Sales & Marketing) Manager (GDCTC) Manager (SS) Manager (DH) Manager (F&A) Manager (CP) Dy. Manager (Adminand Hrd) Dy. Manager (F&A) Dy. Manager (QA) Dy. Manager (Prod)

Bankers
The Banaskantha District Central Co-Operative Bank Ltd. Palanpur Bank of Baroda, Palanpur. State Bank of Saurashtra, Palanpur. B.K. Mehsana Gramin Bank, Palanpur. National Dairy Development Bank. Dena Bank of India. State Bank of India.

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Auditors
Special Auditor ( Milk ) Milk Auditor Office Palanpur.

Year of Establishment.
The Banas Dairy was registered on 31st January 1969. The Plant Banas, it was Established on 14th January 1971. The Plant Banas II, it was Established on 2nd October 1998.

Besides the above said Milk it is going to introduce a special kind of milk called the UHT (Ultra Heat Treated ) milk.

Today Banas Dairy is one of the fully automatic dairy plants with its holding capacity of 10, 00, 000 lit. / day. The central control room controls the whole process. The controls air-conditioned plant controls the environment.

Banas Dairy also has a very good network of milk suppliers. Raw milk is supplied by the village co-operatives by the means of tankers and there tankers can bring around 10000-15000 liters of milk. Banas Dairy has a very strong team of distribution and retailers.

Banas Dairy is said to be a leading manufacturer and exporter of Amulya Milk Powder, Butter and Pure Ghee. The Countries where the dairy products exported are Abu-Dhabi, Alziria, Nepal, and Tanzania etc.

Banas Dairy does not have the problem of severe competition in milk because it enjoys a share of 60% in headband. Banas Dairy is a part of the GUJARAT CO-OPERATIVE MILK MARKETING SOCITY.

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ADDRESS AND REGISTERED OFFICE:

Banaskantha Banas Dairy, PB No.20, PALANPUR-385001 District Co-operative Milk Producers Union Ltd.

Bans Dairy is registered under the Gujarat Co-Operative Society act 1912. So it is Co-Operative unit.

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HISTORY OF AN ORGANISATION
The dream of late Galbabhai Patel, founder chairman and the selfless sage to uplift Socio-economical status of village farmers came true after creation of Cooperative milk union for Banaskantha district, on the foot print of AMUL Dairy of Kaira (Presently Anand) district, the model of a true co-operative. Consequently eight village level co-operative milk societies in Vadgam and Palanpur Taluka of district were registered and started collecting and pouring milk at Dudh Sagar Dairy, Mehsana from 10th March 1966. With this grass-root level work, followed by the registration of the milk union under co-operative Act on 31st January 1969 as Banskantha district co-operative milk producers union limited Palanpur, popularly known as BANAS DAIRY came in to existence. A legend thus goes on, the foundation stone laid down by late Galbabhai Patel on 14 January 1971 at 122 acres land acquired near Jagana village in order to set up a dairy plant under the Operation Flood Program launched by National Dairy Development Board. ON 5th February 1971 (Day of Vasant Panchmi), a dairy started functioning at the same place with handing capacity of 1.51 Lac liters of milk. This dairy plant was expanded later on with processing capacity of 4 Lac liters milk per day. As a result of subsequent relentless efforts of dedicated and committed leadership by founder chairman late Galbabhai Nanjibhai Patel, Ex Chairman Shri Dalubhai S. Desai and present Chairman Shri Parthibhai G.Bhatol, working on cooperative principles won the truest of milk producers. Ultimately, a real shape of todays modern dairy complex, the second largest Dairy Co-operative in India carved out. A small step, organizing some societies and collecting few hundred liters of milk in the year 1966 has turned in to a quantum leap, when the ambitious and ultra modern automated dairy plant of Asia continent has taken a real shape adjoining to first dairy plant (BANAS II DAIRY) with cost of 130 crores to meet not only present but also future need to handle 10.5 Lac liters milk per day. This Banas II Dairy plant has highly sophisticated computer driven milk handling and processing facilities to PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 16
th

produce 60 metric tone milk powder, 40 metric tone table butter with a 6.5 Lac stone of Banas II project was laid on 2nd October 1998 (Dashera Vijyadasmi) by Dr. V Kuriene, the chairman of NDDB and GCMMF, Anand, father of white revolution and the milkman of India. By having Banas-I and Banas-II Dairy project, Banas Dairy can meet with future challenges to collect the entire milk produced in district, processing and manufacturing quality milk products to satisfy customers. Altogether Banas-I (old Dairy) and Banas-II Dairy plant and 5 MILK CHILLING CENTERS (Khimana, Dhanera, Tharad, Radhanpur, and Danta), Banas Dairy is able to process 10.5 Lacs liters of milk per day having total production capacity of manufacturing 100 TPD milk powder, 40 TPD Table Butter Dairy would achieve yet another mile stone on progressive passage when a 0.96 Lac liter capacity UHT plant will be functional for commercial production from September 2003. Banaskantha District Co-Operative Milk Producers Union Limited known as Banas Dairy is a co-operative organization established in the year 1969 under the Gujarat Co-operative societies Act 1961 with the support of NDDB as a part of their Operation Flood Program launched to bring about white revolution in the country. It manufacture a large number of dairy products under AMUL, SAGER and BANAS brands. Our product range includes Amul Pasteurized Milks, Amul longer Shelf Life Milk, Amul Butter milk, Amul Ghee, Sager Ghee, Amulya Powder, Sager Tea and coffee Whitener, Sagar SMP, Amul SMP, Amul Shakti Powder, a wide range of Amul Ice Creams, Banas Peda, Banas Tea etc. The products of dairy are marketed through Gujarat Co-operative Milk Marketing Federation, Anand. It also provide a large number of technical inputs to over 1.8 Lac farmer households, which are organized through 1200 old village level Co-Operative Milk Societies. Thus, the products are mainly marketed under world famous brand names AMUL and SAGAR. The dairy has also recently started exports of ghee and milk powders to Middle East, Far East, Australia and African Nations. It was one more feather in the cap of Banas dairy when it got ISO 9002 and HACCP certification. The dairy has taken benefit of custom duty exemption for import of capital goods under the EPCG scheme of GOI, and has saved large sum of approx, Rs.11 Crore.

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Allied Services :
Co- operative Education & Development (CED) Vision Mission Strategy Workshop (VMSW) PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 18

 Galbabhai Dairy Co-Operative Training Centre: (GDCTC) Member Janshree Group Insurance Scheme & Janshree Education Scheme: (MJGIS & JES) Credit scheme for the DCS Building: Mega Project in animal Husbandry for BPL families: Animal Breeding Services & Conservation of Kankrej breed: DHIPA ( Dairy Herd Improvement Program Action) Cattle Manger, Chaff cutter and Ai Trsvis: Information and communication: ISO Certification of DCS: Automatic Milk Collection Station (AMCS) Training and Visit

Motivation Schemes

Ideal DCS and Rotation Shield scheme: Milk Competition Scheme: Banas Laxmi Scheme: Motivation Scheme in internal Consultant Development Program (ICD) Motivation scheme for AI Workers: Bulk Milk Cooling Unit (BMCU):

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Mission and Vision

Banas Dairy will cover district 2 lack milk producer, which include 50% partnership of women farmers under the framework of 1300 District Co-operatives Societies (DCS). Out of these, 500 DCS will have Bulk chiller installation. Milk production per animal will be 5 liters daily in buffalo & 10 liters daily in crossbred cow. Banas Dairy will cover districts 2.0 Lac milk producers, which include 50% partnership. The union will procure 12 Lac liters of milk daily. The milk processing capacity of the plant will be 12 Lac liters per day & cattle feed processing capacity will be 500 MT per day ERP (Enterprise Resource Planning) will be implemented. Milk & Milk products will be manufactured to suit the requirement of customer.

Vision Statemen
Banas Dairy will be strengthening co-operative movement by making available best quality, healthy, nutritious milk & milk products according to the customer taste with the help of Gujarat co-operative Milk Marketing Federation to the entire customer. It strives for excellence through commitment for the overall development of milk producer & employees, protecting the environment, adopting the modern technology, and the best practices prevailing in the industry.

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BANAS DAIRY ON THE PASSAGE OF PROGRESS

Sr,N o
1 2 3

Particulars
Milk pouring DCS Registered DCS Milk Procurement (MT) Buffalo milk Cow Milk

2003-04
1212 1,008

2004-05
1225 1,037

2005-06
1255 1,089

2006-07
1295 1,119

2007-08
1337 1,163

1,44,681 64,015

1,81,472 80,133 96,,677 3,58,282 2,68,985 359 1,26,850 96,679 2,23,529

1,92,990 81,634 1,50,814 4,25,439 3,05,098 391 1,33,001 1,10,160 2,43,161

1,74,819 67,749 1,94,458 4,37,026 3,05,565 419 1,53,819 1,30,292 2,84,111

1,96,556 63,269 2,68,629 5,28,454 3,57,181 497 1,88,391 1,66,346 3,54,737

Bulk Chilled Mixed 70,996 Milk Total Milk 4 5 6 2,79,662

Special Visit Case 2,35,320 No. No of A I center 272 No Of A I Cases 1,04,053 Cow Buffalo Total 92,670 1,96,723

Vaccination Program me a)F&MD(Doses) b)H S(Doses) c)Rabies(Doses) 4,23,046 1,62,300 9,200 of 1,84,900 1,81,550 9,314 3,070 1,27,424 529 254 154 2,84,950 2,22,000 8,450 2,240 1,39,432 592 971 167 3,63,100 2,96,600 9,871 7,500 1,39,693 652 305 165 4,60,750 3,31,500 13,026 6,900 1,60,454 721 309 199

8 9 10 11 12

Study Dairy

Visit

Banas Dan Sales 96,626 (MT) DCS having own 523 House No of participants 194 trained in GDCTC No. of program VMS -

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SHARING SOME PRESTIGIOUS MOVEMONT

The Dairy is committed to supply quality milk and milk products to its esteemed customer at the right time and as a result of it s commitment with sincere follows-up, the Dairy was recognized for its best performance in productivity and quality by Indian Govt. and awarded the prestigious National Productivity Award for the year 1992-93, 1993-941996-97 as well as Shreshtha Pramanpatra for the year 1993-1994. In the year 1992-93 the union completed 25 year of meaningful existence the service of the farmers of the Dist. and celebrated it Silver Jubilee year on may, 7,1994. Initially the plant was established with the capacity of 1.5 LLPD milk processing capacity but from July, 28, 1971 the capacity was increased to 4.0 LLPD. A sub project Banas Dairy phase 2 (fully automatic plant) already started under NDDB having 6.5 LLPD milk processing capacity, establishment of this plant will increase the total capacity of Banas Dairy to10.5 LLPD. The products at present manufacture in Banas Dairy are as follows: - Liquid Milk (this includes Amul Gold (whole milk 6.0/9.0), Amul Shakti (standardized milk 4.5/8.5), Amul Taza (tonne milk 3.5/8.5), Amul Slim & Trim, Amul Shakti, Table Butter, Ethite Butter, Ghee, Casein Powder (this include SMP, Amuulya (partially skimmed sweetened by the plant two year ago. In this product 50% of milk fat is replaced by vegetable fat. The mix is homogenized to disperse vegetable fat.)

The profit during 1997-98 was 82 lacks with the turnover of Rs. 251.04 Crore while in 1998-99 the profit was Rs. 1.5 crore with the turnover of Rs 327.40 Crore. Total human resource assets at the plant are 1992 in Feb. 1999.

Banas Dairy has introduced quality management system based on international Standards 9002 and safety management system based on codex standard 15000 on HACCP to ensure highest quality products with built in safety to consumer. Banas Dairy has got the ISO 9002 certification in June 1999. ISO 9002 certification ensures the good quality management and housekeeping practices in the plant. The plant had implemented different plant for improving quality like TQM, SGA, HOUSE KEEPING, ERP, TPM, BANAS CHIRAG etc. The dairy is providing different extension services and aids increasing milk production and its quality. The aids include veterinary aid, A.I centers, Cattle Feed. Along with these aids, different extension services like Audio-visual aids Banas dairy

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patrika, study tours of the farmers etc, are provided. Besides these extension services, the dairy has started various schemes for providing assistance to milk producers like Cattle insurance, Financial aid for purchasing cattle, members group insurance

LAND MARK ACHIEVEMENTS

A voluminous quantity of 21.06 lkg pd milk received on 30th January, 2008 in a single day by Society Services Section a new mile stone A whopping number of 32187 special visits attended by vets in dairy Husbandry section in September 2006 a time record. All time record for vaccination of F&MD -4,60,750 animals in year 2007-08 Galbabhai Dairy Co-operative Training Center organized and conducted training for highest ever number of participants 971 during 2005-06 an epoch making event. The turnover of milk union skyrocketed to Rs .11,498.8 Million during the financial year 2007-08 a remarkable success. Total 369 Bulk Milk cooling Units installed in Village Dairy Co-operatives an unique record in the country. Highest ever milk price paid to milk producer members Rs.300 /- per kg fat at present. It was triumphant to win the award from GCMMF for the best ice-cream making unit (Banas Dairy) consecutively for second year out of all 6 icecream manufacturing units.

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3.4 Department Information

3.4.1 Production Department:
Production means creation of utilities and energy to satisfy the wants and requirements of the people. It covers all the activities of the allocation and utilization of resources such as laborers energy, material equipments etc. Production is a basic function of the firm as an output. As there are so many products of the dairy, the production departments staff is quite intelligent and hard working. Production is a combination of the four factors land, labors, capital and entrepreneur. In the dairy, the four factor are combined and so the production goes high day-to-day.

LIST OF PRODUCT

AMUL MILK
Raw Material Quality NutritionMilk given by the villages 16 Lacs liter/day 1.5 to 6.0 Fats

SAGAR/BANAS GHEE
Raw Material
Quality Milk Butter 6547 M tons

SAGAR MILK POWDER

Raw Material
Quality Milk 30,554 M tons

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AMUL BUTTER
Raw Material
Quality Milk Fat 15,212 M tons

AMULYA INSTANT MILK MIX

Milk Fat 20%

PRODUCTION PROCESS DEPARTMENT

There are different kinds of process doing in the different department of the production process.
Milk receiving Department Milk pasteurization Department Milk Storage Department Milk Pouch Packing Section Butter Making Department Ghee Making Department Powder Making Department

MILK RECEIVING DEPARTMENT:

In this department, the following processes are being done:
A. This is the first process done into this unit

B.

First all the trucks take to the Milk Receiving Dock. There is a special quality of every unit is that throughout every process Nil & is No one person doesnt touch the product

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C.

All the canes stands in the truck are put on the chain. Which is circular following?

D.

Then all the canes weighted by the weighting machine. Also, some milk taken into the bickers for testing.

E.

Then all the empty canes are taken into machine for washing on the chain. All the canes are washed by steam & hot water. At the end all the canes goes to end rout of this unit & sprayed a chemical named Sodium Silicate to at clean

F.

This department is checked by the food product organization.

MILK PASTEURIZATION DEPARTMENT

In this process Milk is heated up to 80 c & after immediately cooled it because of it become microbes free. This process is done twice in a day after cream removed from it & stored it.

MILK STORAGE DEPARTMENT

a) After pasteurizing, the milk & cream are stored into the insulated tank. b) In this department there are tanks stands & they are used for filling Milks. The capacity of each tank in 20,000 litres. c) Also, for filling cream the tanks are available. d) Standardize milk is used for making milk powder. e) Cream is used for making table butter & ghee.

MILK POUCH PACKING SECTION

a) In this department the milk pouch for 500ml are filled. b) Each machines can fill 60 pouch per minute c) All the pouches are put into the cold storage. d) The pouches in the cold storage are send to district head quarters,

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BUTTER MAKING DEPARTMENT

a) In this department the table butter is made from the pasteurized cream. b) This butter is made with the help of condiment butter making machine. c) It is paked in 500gm & 100gm packet. d) The capacity of the machine is to make butter is 40 tonnes/day.

GHEE MAKING DEPARTMENT

a) In this process first butter is obtained from the milk b) After the process the butter is heated and then the ghee is obtained. c) It is packed in 500 grams. 1kg, 2kg, 5kg, & 10 kg tin packing. d) The capacity of the machine to make ghee is 16 tones.

POWDER MAKING DEPARTMENT

a) In this process milk is put in a big pipe & steam it is concentrated& it is converted into powder foam. b) It is packed into box.. c) Hear two plant 30-TDP PLANT 60-TDP PLANT The capacity of the 60 TDP Plant powder is 60 tones The capacity of the machine to make 75 packed/min

RANGE OF PRODUCT
SAGAR SKIMMED MILK POWDER
Which is especially useful for diet preparation or for use by people on low calorie and high protein diet?

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Composition:
Milk fat (Max) 3.0% Milk Protein 35% Carbohydrates 51% Minerals 7% Moisture 3.5%

Amulya Dairy Whitener

The Richest, Purest Dairy Whitener

Composition:
Milk Fat 20% Milk Protein 21% Carbohydrates : Lactose 33% Sugar 18% Minerals 5% Moisture 3%

Calorific Value:
470 kcal./100gm PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 28

Special Features:
Packed under an atmosphere of Nitrogen, has excellent natural miscibility (without the use of lecithin), has a fine granular texture. It convenient alternative to condensed milk, market in India since last 6 years.

Amul Cool
Flavour

Elachi Kesar Rose

Amul Sagar /Banas Pure Ghee

Made from fresh cream, has typical rich aroma and granular texture. An ethnic product made by diaries with decades of experience.

Composition
Milk Fat 99.7% Moisture 0.3%

Amul Ice-cream
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Composition:
Milk Fat 13.5% to 14.5% Total Solids 40% to 41% Sugar 15% Approx. Acidity 0.17% to 0.19% Protein 3.9% to 4.1%

Food Energy Value:

Calories per 100 ml -196.7 kcal

Flavours:
Vanilla, Strawberry, Pineapple, Orange, Rose, Mango, Chocolate, Honey-DewMelon, Tutti Frutti, Litchi, Kesar Pista, Kaju Draksh, Butterscotch, Chocochips, Rajbhog and Cashew Break

AMUL FRESH MILK

(A) AMUL MILK is made from Pasteurized Milk

Composition: Variety
Amul Gold (Whole milk) Amul Shakti (Standardized milk)

Fat (%)
6 4.5

SNF (%)*
9 8.5

Every 100 parts of SNF (Solids Not Fat) contains 56 parts of carbohydrates, 34 parts of protein and 9 parts of minerals.

Special Features:
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Amul Milk is the most hygenic liquid milk available in the market. It is pasteurized in state-of-the-art processing plants and pouch-packed to make it conveniently available to consumers.

Product Specification:
Amul milk meets the PFA standards for the respective type of milk.

(B) AMUL GOLD MILK

Amul Gold is Long Life standardized milk. It is fresh and only fresh milk, which has been processed with a technology called UHT (Ultra High Temperature), hence also known as UHT milk. Notwithstanding popular misconception, UHT technology does not involve any use of preservatives. The UHT treatment ensures zero microbial activation, while preserving the maximum flavour, taste, and nutritional value. The aseptic packaging system protects the product from air and light and guarantees a long shelf life of 180 days without refrigeration.

Amul Gold contains 6.0% fat and 9.0% SNF minimum and is ideal for making sweet dishes (like kheer, payasam etc.) and for setting curds. It is also ideal for drinking straight from the pack for kids and adolescents who simply love its creamy taste sans the inconvenient cream layer! Amul Gold comes in convenient 1 liter and 500ml packs.

(C) AMUL TAAZA DOUBLE TONED MILK

Amul Taaza is Long Life double toned milk. It is fresh and only fresh milk, which has been processed with a technology called UHT (Ultra High Temperature), hence also known as UHT milk. Notwithstanding popular misconception, UHT technology does not involve any use of preservatives. The UHT treatment ensures zero microbial activation, while preserving the maximum flavour, taste, and nutritional value. The aseptic packaging system protects the product from air and light and guarantees a long shelf life of 180 days without refrigeration. PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 31

Amul Taaza contains 1.5% fat and 9% SNF minimum and is ideal for tea and coffee whitening and for setting curds. It is also just right for drinking straight from the pack for those who would like to enjoy the taste the goodness of natural while avoiding the hazards of too much fat! Amul Taaza comes in convenient 1 liter, 500ml and 200ml packs.

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3.4.2 Human Resource Department

Human Resources Department is main department of dairy because the management department depends on Human Resources Department. The effective control & use of man power like: manager, workers included in this Department of banas dairy. The Six M of Banas Dairy like: Man, Materials, Money, Market, and Machine & Method. In this six M, the main part is man which is useful for the progress of department. Human Resources Department is related with procurement, development, & maintenance of people for the aim of contribution to individual and social goals. The Manpower is the most important assets of the business. If the Manpower of organization has co-operation< skilled as well as hard working, the organization has easily achieved the goals, which collect by the organization.

ABOUT THE WORKERS

NUMBER OF EMPLOYEES
1520 Employed working in a dairy 1000 contract Employs

OTHER ACTIVITIY
One dispensary in dairy & give facility to their workers. One Bank in Dairy Female worker got special holiday on them special case Dairy provide insurance to all the worker. Society provides insurance to all worker.

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RECRUITMENT
Informs the first stage in the process, which continuous with selection causes with the placement of the candidate recruitment is the discovering of potential applications.
There are 3 methods of recruitment. 1. Direct 2. Indirect 3. Third party method

TYPE OF WORKER
Skilled worker Semi skilled worker

Unskilled worker

Training & Development

Every organization needs to have well trained & experienced people to perform the activated that have to be done. Training is process of leaving a sequence of programmed behavior. It is a system to improve the skill. Training BANAS is done by three ways. 1. Divisional. 2. Manager proposal. 3. Performance Appraisal. Training is provided to the capable & responsible person in BANAS For purpose of training BANAS made a one Training Centre in Dairy. Employments are analyzed about their performance to their job. Those who are selected for training has to submit their report after completed their training. So, young talented officer are send for training their time period is three year.

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3.4.3 Marketing Department

A Market in general may be described as a place or geographical area where buyrs and seller meet and there is an exchange of the goods and services against money. Marketing management is a process or a system of business designed to plan, promote and distribute by satisfying the wants and needs of the potential customer, or industrial user or ultimate customers Marketing is the analysis planning implementation and control of programmers designed to bring about desired exchanges with target audiences for the purpose of personal mutual gain. It relies heavily on the adoption and co-ordination of product, price, promotion and place for achieving effective response.

MILK AND MILK MARKETING

As a part of marketing strategy, each year dairy takes up massive program of the customer orientation and education which facilitates the symbiosis between customer and Manufacturer.

Various milk production like Sagar Ghee, Skim Milk Powder, AMUL Butter, White Butter, Amulya whole milk Powder, Sagar Tea and Coffee Whitener, Mithai maker, Whole Milk Powder, Peda-Sweet , ice-cream, Namkin were manufactured by the milk union and Marketed through Gujarat Co-operative Milk Marketing Federation. Add to that, a quality Banas tea was packed and marketed by the milk union. In Order to sell various dairy products, they have started 15 AMUL MILK PARLOUR which are appreciated by the customer. A prestigious DUDH SANJIVANI Scheme has been mooted in collaboration with the State Govt., where they have started supplying fortified flavored milk to 56,000 tribal school children of Danta & Amirgadh talukas which has been acclaimed by the whole country and Government of Gujarat wants to replsid the scheme in other areas of state.

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Generally marketing activities of the Banas Dairy are totally done by GCMMF with brand name of the Amul for following product. Amul Butter Amul Ghee Amul Milk Powder Amul Mithai Maker Banas Tea, Sweets, Namkeen, Milk pouch and Cow Ghee Amul Cool etc.

SALES OF MILK IN RS. (CRORE)

YEAR 2003-04 2004-05 2005-06 2006-07 2007-08 TOTAL SALE(Crore) 546.89 597.43 768.18 933.97 1149.88

TOTAL SALE(Crore)
1400 1200 1000 800 600 400 200 0 2003-04 2004-05 2005-06 2006-07 2007-08 546.89 597.43 768.18 933.97 TOTAL SALE(Crore) 1149.88

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QUALITY POLICY
Banas Dairy, Palanpur is committed to produce safe food of excellent quality to achieve total customer satisfaction & improve the quality of life of its member milk producer.

Development of quality Management systems and state of art technology in all the spheres of our activities. Application of food safety management system and eco-friendly production process Providing products & services for excellence satisfaction of the total customer. Introduction of innovation Welfare Schemes & Service

improvement in the social-economic status of our milk producers Development of motivated dedicated & devoted work force & constant up gradation of its skills

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3.4.4 Finance Department

Finance is the foundation key for a any organization. It is a pivot around which all the economics activity maximum use of profit is the main cogent of finance management. Finance is the lifeblood of the business. It has rightly turned as the sciences of money been needed finance for the production of goods & services as well as their distribution. It has been said that a businessman takes money to make money. If you have money & you management it promptly you will make more money. Finance management applied to an organization irruptive of its size, nature of ownership & control whether it is manufacture of service organization. Finance management is called upon to take two major decisions. 1. Investment decision 2. Finance decision These invite finance in an economy based on money & credit.

RELATION WITH OTHER DEPARTMENT

Finance department are closely selected with other department like production department, marketing department & personnel department. Finance is the key for any department. The efficiency of production & marketing operation is directly intense by the manner in which the finance function of the enterprise is performed by the finance. It has also helpful in efficiency of the personnel department. Finance department is providing polices & producers which bring out a closer co ordination between the various functional areas of business such as production & marketing. The financial planning is the forecast about the future requirements of fund & use of funds. So the production department may get the information about how much fund is needed in future for the producing of the product. Finance department is closely related with the production department. Almost all kind of business activity directly or indirectly involves the according & use of funds. For example requirement & promotion of employees in the production is clearly a responsible of the production department but it resolved payment of wages & salaries and other benefits and this involves finance. PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 38

Finance department are closely related with the marketing department. Because in marketing department in the advertising distribute good & services the funds is the necessary. The finance department is providing the funds to the marketing department. The personnel department is closely related with the finance department. The personnel department is provides the manpower to the organization. But there is need to pay wages and salary and other facilities to the workers. The finance department is provides the funds and other facilities to workers. So, there is a close relationship of finance with production, marketing and personnel department.

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3.4.5 VETERINARY DEPARTMENT

Veterinary department is the most important part for the Banas dairy. The service of veterinary department plays a vital role for value perception of Banas dairy in milk producers mind. The main function of the veterinary department is top give the treatment to the milk producers animals in Banaskantha District. The veterinary department of Banas dairy is provides 24 hours services for the treatment of animals. There are mainly two functions as the type of treatment by veterinary department. BIJ DAAN TREATMENT INCLUDING OPERATIONS. The assistant managers are responsible for all the veterinary department function. They take all the decision about the doctors root, working facilities and provided services. They also decide the quota (stock) and types and send the order for medicines. The veterinary department divided in six roots to Banaskantha District. The dairy given the mobile service to the doctors so they can communicate with doctors if there is any emergency cases the clerk inform the doctors on their mobile. So doctor can immediately reach at that place so can animals get treatment at the right time. The charge has being different to contact directly to the doctors. Day charge and Night charges are 60 Rs. BIJ DAAN NORMAL TREATMENT POST MORTUM - 60 Rs. - 60 Rs. - 60 Rs.

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Camp:
The dairy also organize the camp in villages of Banaskantha District. They provide the normal treatment free for the animal in that camp. The dairy have also plan for the time and schedules for the yearly camp.

Medicines:
The Milk Marketing Federation decide that which medicines to be used and should be purchase from company. The price of those medicines which is customers get is decided also by the federation.

Vehicle:
For the visit of the various are of Banaskantha District for the purpose to treatment of animals the dairy provide the facility of vehicle -JEEP to the doctors. The veterinary department has 55 JEEP facilities for the doctors. The vehicles are mostly hired on the contract bases and its payment is given as the bases of Kilometers. The selection of the vehicle is done as per the tender system. Total numbers of Doctors in the district are 80. There are 300000 to 350000 case received by the Banas dairy per year.

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3.4.6 BANAS DAN

Plant Capacity: - 500mt/day

Composition:

Fat 3% Protein 20% Silica mix 4% Fiber 12% Moisture 10% Carbohydrates : Lactose 33% Sugar 18% Minerals 5%

Besides offering tangible benefits to the procedure member in terms of remunerative prices and year around market for their milk, the dairy set up a cattle feed factory of 500 MT/day. The district like Banaskantha where frequent drought is an established phenomenon, provision of balanced cattle feed is a boon to the milk PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 42

producers as it balances the nutritional requirement of the milch animals in such situation. At the same time it also helps in maintaining health and productivity of milch animals. Cattle feed is produced under the brand name of BANAS DAN and sold with no profit no loss basis at the doorstep of the milk producer. During the last financial year 1, 60, 656 MT (2007-08) compound cattle feed was produced at cattle feed factory owned by Banas dairy.

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3.4.7 PURCHASE DEPARTMENT

Every organization has a purchase department. The main objective of this department is purchase a row material in the chipper than other suppliers. The process of purchase department in Banas Dairy is Follow:STORE REQUIREMENT

REGISTER SUPPLY INQUIRY

LETTER TO SUPPLY

REPLY OF SUPPLY

OFFER LETTER FOR SHCILED OFFER

COMPRATIVE STATEMENT

USER DEPARTMENTS OPINIUM

QUALITY + LOWER PRICE

RECOMMANDATION

FINAL APPROVAL

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In the Banas Dairy all are the criteria of purchase of raw material is considered by the GCMMF. Whenever require the raw material, they done purchase process before 45 days, but when the emergency requirement dairy take the material within the one week. And the payment period of the supplier is 30 days.

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Advertisement
Advertisement is only the tool to inform to no. of customers at a time. By advertisement any company can make aware to the general public of its new launched product. Advertising is a very crucial decision because it may affect to whole meeting strategy any company can advertise their product by the Radio, T.V., Newspaper etc; The banas dairy Ltd; Does not spend big amount for advertisement of its products such as other dairy does. So, cost of final product can be minimizing easily. As we go on deep of Banas Dairy we can know that the ultimate customer of the Banas Dairy customer is general public who consume final product. in the country. Highest ever milk price paid to milk producers members Rs. 300/- per KG fat at present. It was triumphant to win the award from GCMMF for the best IceCream making unit (Banas dairy ) consecutively for second year out of all Six Ice-Cream manufacturing units.

In the country India, BANAS DAIRY Exports its product in every state. The main Market of BANAS DAIRY is as under:a. b. c. d. Maharashtra Rajasthan Delhi Madhya Pradesh

BANAS DAIRY also exports and sales its Product in Foreign Country like:a. b. c. d. e. f. g. h. Bangladesh Nepal Bhutan Kuwait Shrilanka Alziriya Afghanistan Dubai etc

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4-REESEARCH METHODOLOGY

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Research Methodology

What is market research?

Various authors have defined it in different way. Research starts with the question or problem. Its purpose is to find out answer to question through the application or scientific method. It is systematic and intensive study directed to word a more complete knowledge of the subject study. Research can be classified in to two broad categories.
a. Basic research b. Applied research

Market research is systemic and objective study of problems relating to the market of goods and services. It may be emphasized that is not restricted to many particular area of marketing. But it is applicable to all phase of aspect.

Marketing research is a key of education of successful marketing stretchy of programmed research is used to study competition and analyses the competitors product positioning and how to gain competitive advance stage. It is also an importance tools to study consumer opinion. The systematic and objective search for an analysis so information relevant to the identification and solution of any problems in the field marketing Marketing research is the systematic design collection and reporting of data and finding relevant to a specific marketing situation facing the company.

4.1 RECEARCH OBJECTIVE

Basic concept of measurement and selling

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Once a research objective is finding and particular plan of action is chosen to solve the problems that general plan set direction in the three major stages of gathering primary data. Designing questionnaires and related instrument for data collection Planning sampling techniques and size. Determining field procedures for the field workers.

The tasks in designing and writing the data collection forms to be used, particularly the data by questions rather than observation. In non-probability sampling method do not provide every elements of the population any known chance of being selected in the sample. In non-probability sampling method, the convenience sampling is used in my marketing research survey for milk of Banas dairy. Under convinces sampling the samples are selected at the convenience of the researcher investigation.

4.2 SELECTED PROBLEM FOR STUDY

First Step in marketing research is clearly state the problem statement, which is stating the management dilemma, its background, its consequences and the resulting management question. Past and presently every organization focus on the customers feedback, because Customers feedback it is most important and easy way to increase business. After the get feedback we know what the problem of our customer. On that basis we try to solve their problem and increase business. After the get feedback we know what is their problem? May be we know customer Problem regarding price, Quality, Quantity, Packing Size, Freshness of product, availability of product, Purchase place, Behavior of Dealer as well as retailer ,any complain etc. and should try to this problem. And know what is customer actually wanted? Also know what we should do an improvement in our business so increase our business. Also helpful for make next business strategy. In my Research study I have got a topic CUSTOMER FEEDBACK OF BANAS/SAGAR/AMUL DAIRY PRODUCT in Deesa city by the BANAS DAIRY. Its may be helpful to a BANAS DAIRY for increase own business and on this basis When I joined Banas dairy for summer training that time lot of complain coming from the Deesa regarding OVER PRICING. and I also belongs from Deesa PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 49

so Mr. G .R. Bhatol and Mr. Kanjibhai V. Patel give me this topic take the feedback of customer. So on the basis of that result they should be make a control on the over pricing and other problem of customer. So I do work on that topic. The problem selected for the study is CUSTOMER FEEDBACK OF BANAS/SAGAR.AMUL DAIRY PRODUCT.

4.3 RESEARCH DESIGN

Research Design is the plan, structure, and strategy of investigation conceived so as to obtained answers to research questions and to control variance. The definition consists of three importance term plan structure & strategy.

TYPE OF RESEARCH
1) Exploratory research 2) Descriptive research 3) Causative research On the context of my topic consumers opinion survey, I had selected descriptive research.

Descriptive research:Descriptive research is carried out to descriptive a phenomenon or market. characteristics of the target market is a descriptive research continuing the above example of services quality are search done on now customer evaluating the quality of competitive services institution can be considered as an example of descriptive research. Generally descriptive research is carried out only when the researcher understand be phenomena or opinions characteristics. Descriptive study can be divided in to two broad categories cross sectional & longitudinal of the two, the former types of study is more frequently used. Cross classification has two methods to research. 1) Cross field

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2) Survey

4.4 SOURCE OF DATA

There are two types of sources of gathering marketing information namely primary sources and secondary sources.
Primary data:

The primary data are those, which are collected fresh and for the first time, and thus happen to be original in character. Here I have collected the primary data through survey of customer who use products of Banas/Sagar/Amul through questionnaire.
Secondary data:

The secondary data are those which have already been collected by somewhere else and which have already been passed through the statistical process.

4.5 RESEARCH APPROACH

Primary data can be collected in the ways observation, focus group research survey and experimental research. In my marketing research survey I had collected primary data through survey research. Survey best suited for descriptive research and it is only concerned with getting practical knowledge. I had undertaken survey to learn about peoples knowledge, beliefs, preference and satisfaction of Amul, Sagar and Banas dairy products.

4.6 RESEARCH INSRUMENT

Marketing research has choice of two main research instruments in collecting primary data; questionnaire and mechanical devices. In my marketing research survey I have used a questionnaire for collecting data. A questionnaire consists of a set of questions presented to respondents for their answers. The questionnaire is the most common instrument used to collect primary data. A questionnaire consists of two types of questions close ended and open-ended questions. Close-ended questions refer to provide two or more possible alternatives to the respondent. And the open-ended questions allow the respondents to answer in their own words. In my marketing research I have used both types of questions in questionnaire.

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4.7 SAMPLE SIZE AND AREA:

The survey was conducted in Deesa city over a period 12 days the sample size is proportion of population in this survey 100 consumers are taken as respondents for making the reports.

4.8 SAMPLE TECHNIQUES

The sampling method or design describe the procedure by which sample is selected. There exist two classes of method. 1. Probabilities sampling method 2. Non probabilities sampling method. In probabilities sampling method every element of population has a known chance of being selected as sample but the survey of the customer feedback of dairy product. Only study purpose and it is not possible to give equal chance of every element so in my project the non-probabilities sampling method is used. In the non probability sampling method do not provide every element of the population any known chance of being selected in the sample. In non-probability sampling method, the convenience sampling is used in my Marketing research survey for milk of Banas dairy under convenience sampling the sample is selected at the convenience of the research investigators.

4.9 METHOD OF CONTACT

The method of contact is personal and the respondents are approached with the research instrument.

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5-DATA ANALYSIS

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products purchased daily

PRODUCT MILK BUTTER MILK GHEE SWEETS OTHER

NO. OF RESPONDENTS 98 46 20 5 3

Product user
NO. OF RESPONDENTS 98

46 20 5 MILK BUTTER MILK GHEE SWEETS 3 OTHER

INTERPRETATION:
According to my convenience method in Deesa city I selected 100 consumers of dairy product, in this I found that nearly about 98% customers use milk, 46% customers use butter milk, 20% customers use ghee, 5% customers use sweets and 3% customers use other products like Amul cool, Amul ice-cream etc.

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 Purpose of purchase of a product

No. of Res. SELF USE SELLING PURPOSE MAKE A NEW PRODUCT 62 21 17

PURPOSE OF PURCHASE PRODUCT

MAKE A NEW PRODUCT 17%

SELLING PURPOSE 21%

SELF USE 62%

INTERPRETATION:
From the above data collected graph it can be interpreted that 62% customers purchase products for self use, 21% customers purchase for selling purpose and 17% customers purchase for making a new product.

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 Place of Purchase

No. of Res. Bans dairy Dealer Retailer 06 31 63

70 60 50 40 30 20 10 0 Bans dairy Dealer No. of Res. Retailer 6 31 63

INTERPRETATION:
From the above data I conclude that nearly about 6% customers purchase the products from dairy, 31% customers purchase from dealer and 63% customers purchase from retailer.

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 Dairy Product at Expected time or No

No. of Res. Yes No 93 07

GET PRODUCT AT EXPECTED TIME

No 7%

Yes 93%

INTERPRETATION:
From the above graph I conclude that nearly about 93% customers get the products within expected time, So they customers do not face the shortage problem of the product.

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 Dairy Product in desired Quantity or No

No. of Res.
Yes No

95 05

GET THE DAIRY PRODUCT AT DESIRED QUANTITY

100% 80% 60% 40% 20%

0%
No. of Res.

Yes 95%

No 5%

INTERPRETATION:
From the above data we can interpret that 95% customers get the product in desired quantity so customers are satisfied with their own demand of dairy products.

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 Satisfied with the packing of Dairy Products or No

Yes No

No. of Res. 60 40

SATISFIED WITH PACKING OF PRODUCT

80% 60% 40% 20%

0%
Res.in %

Yes 60%

No 40%

INTERPRETATION:
From above graph we can interpret that customers are not much satisfied with the packing of the product due to lack of good packaging material customers face the problems such as leakage and spoiling of the dairy product.

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 Opinion about the Quality of Dairy Product

Satisfied Medium Dissatified

No. of Res. 75 24 01

QUALITY OF PRODUCT
80% 70% 60% 50% 40% 30% 20% 10% 0% Res. In %

Satisfied 75%

Medium 24%

Dissatified 1%

INTERPRETATION:
From the above graph about 75% of respondents opined that the quality of dairy products is satisfied, 24% of respondent said that the quality of dairy products is medium and 1% of respondent are somewhat dissatisfied.

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 Satisfied with the weight/Quantity of Banas dairy Products

Yes No

No. of Res. 94 06

SATISFIED WITH QUANTITY OF PRODUCT

Yes
6%

No

94%

INTERPRETATION:
From the above graph we can say that nearly about 94% customers are satisfied with the weight/quantity of dairy products.. Dairy should continue with the same quantity as well as quality.

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 Satisfied with the price of Banas dairy Products compare to the other brand products

No.of Res. Yes No 72 28

PRICE OF BANAS DAIRY PRODUCT COMPARE TO OTHER BRAND PRODUCT

80% 60% 40% 20% 0% Yes 72% No 28%

Res. In %

INTERPRETATION:
From the above graph we can interpret that nearly about 72% customers are satisfied with the prices of the Banas dairy products and also almost prices of other brands providing dairy products are almost similar.But the quality of Banas dairy product is more preferable as compared to other brands.

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 Purchase place from your house

No. of Res. Near Far away 95 05

PURCHASE PLACE FROM OWN HOUSE

100% 80% 60% 40% 20% 0% Res. In % Near 95% Far away 5%

INTERPRETATION:
From the above graph we can interpret that the customers get the products easily, for purchase of the product nearly about 95% customers get the products nearby their house. It means dairy have enough retailers.

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 Opinion regarding the behavior of dealer

No. of Res. Satisfied Dissatified 93 07

BEHAVIOUR OF DEALER
100% 80%

60%
40% 20% 0% Res. In % Satisfied 93% Dissatified 7%

INTERPRETATION:
From the above graph I conclude that the 93% of the respondents are satisfied with behavior of dealer as well as retailer. So it means no need to change a dealer as well as a retailer. But then also according to my opinion the Dairy should keep an eye on them and see that their behavior with customers is satisfied.

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 Difficulties while purchasing the dairy products or No

No. of Res. Yes No 30 70

ANY DIFFICULTY WHILE PURCHASING A PRODUCT

80% 60% 40% 20% 0% No. of Res. Yes 30% No 70%

INTERPRETATION:
From the above graph we get result that the 70% of respondents do not find any difficulty while they purchase a product,it is a good achievement of the dairy but then also dairy should take some steps so that remaining nearly about 30% do not face any difficulty while purchasing the product.

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 Complaind if any defect in the dairy products or No No. of Res. Yes No 33 67

COMPLAIN IF ANY DEFECT IN THE PRODUCT

80% 60% 40% 20% 0% Yes 33% No 67%

Res. In %

INTERPRETATION:
From the above graph and table we can know that 33% of customers have some problems and they complain for the product. But it is to be noted that Banas dairy is replacing the spoiled dairy product with the fresh product so it depends on the consumers whether to complain or no.

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 Whom to complain. No. of Res. Dairy Seller 1 33

WHOM TO COMPLAIN
120 100 80 60 40 20 0 Dairy Seller No. of Res. 1 33 Res. In % 2.941176471 97.05882353

INTERPRETATION:
From the above graph we can interpret that the 97.05% of customers complain to seller. As sellers are nearby there house and do not face any problem and they get the spoiled product replaced with the fresher one from the seller itself.

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6-FINDINING

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FINDINING
After the completion of this research survey I found some problems which are helpful to make some necessary decision which are beneficial for the dairy. Generally, I found that most of the customers used milk as a primary product. Most of the customer use dairy product for self use only. Mainly customer purchases the product from the retailer. Customers are satisfied as they get the product within the expected time and in desired quantity. Mainly the customers are facing problem with packaging of the product from my survey I found out that out of 100 nearly 40 customers were complaining about the packaging of the product. Customers are somewhat satisfied with the quality of dairy product.But nearby 25% customers complain of bad quality of dairy product and specially of milk. Customers are satisfied with the weight as well as quantity of dairy product. Many retailers are available so customers do not face any problem and get the dairy products easily. I found that the behavior of dealer is good because 93% customers satisfied with their behavior.

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7-CONCLUSION

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CONCLUSION

I really got a unique experience in Banas dairy, Palanpur during my training period. I learned many new things, which are out of my knowledge of management aspects. I experienced management in my practical life. I have collected all the necessary information from the concerning department. I have come across many intelligent and experts person in the Banas dairy. The visit in a whole was a great experience for me. As it was the first time, I got opportunity to view those things and learn practically that we donot study in our classes. This visit gave a great knowledge and experience of practical business to me, which will be really and highly beneficial for me in my future. I am again thankful to the concerned manager and entire staff of Banas dairy to deliver me good response and co-operation.

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8-LIMITATIONS AND SCOPE

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Limitation:
Certain respondents were hesitating in sharing their ideas since they were asked such questions for the first time.

The leniency on the part of the customers was a barrier in extracting the maximum and correct information.

It is assumed that the respondents have provided the feedback without any base During the study, the data and information furnished from the respondents is based on their perception in this field, and we have to rely on it.

SCOPE OF THE STUDY: This study is confined to Deesa City. Customers demand, necessary changes in the dairy at regular interval of time, managerial skills, steps necessary for the benefits of the customers. REPORT PREPARATION This is the last step in the preparation of the project report. The sole objective of report writing is to report the finding to the concerned authorities.

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9- RECOMENDATION

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RECOMENDATION

Dairy should use questionaire method for the feedback of the products at regular intervals of time and do the necessary changes as per the feedback. First the dairy should give to the customer a toll free number for their complains. Dairy should use good packaging material as well as new machine for packing pouch Dairy should provide more agencies in the Deesa city to avoid over pricing and monopoly. Dairy should provide the new dairy products like curd, lachchi etc. as per the customers demand in order to increase the sell. Dairy should increase the commission of dealers so they sell the product at lower price and overpricing can be avoided. Dairy should maintain the quality of dairy products so that they are not spoiled in a short time. Dairy should develop all the new technology to maintain the quality of dairy products.

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10-BIBLIOGRAPHY

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10-BIBLIOGRAPHY

BOOKS:
a. Marketing Management: Philip, Kotler b. Marketing Management: Kilter, Keller, Jha c. Marketing Research: Rubin& Luck

ARTICLES:
Broacher of Banas Dairy.

WEBSITE
www.banasdairy.org.in

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PAI INTER NATIONAL CENTRE FOR MANAGEMENT EXCELLENCE PUNE & BANASKANTHA DISTRICT CO-OPRATIVE MILK PRODUCERS UNION LTD

BANAS DAIRY, PALANPUR

QUESTIONNAIRE

CUSTOMER PROFILE NAME:-________________________________________________AGE:_______ ADDRESS:__________________________________________________________ CONTACT NO:-_________________

1).Which dairy products do you purchase daily? NAME SIZE MILK BUTTER MILK GHEE OTHER

2).For whom do you purchases a product. Self Use Selling Purpose PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 78

For make a other Product

3).From where do you Purchases a product? Banas Dairy Dealer Retailer

4).Do you get the Dairy Product at Expected time? Yes No No

5).Do you get the Dairy Product in desired Quantity? Yes No

6).Are you satisfied with the packing of Dairy Products? Yes No

7).Any Suggestion regarding Packing:_______________________________________________________________

8). Please give the opinion according to Quality of Dairy Product Satisfied Medium Dissatisfied

9).Any Query about Quality of Dairy Product:_______________________________________________________________ ___

10). Are you satisfied with the weight/Quantity of Banas dairy Products?

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Yes

No

11).Are you satisfied with the price of Banas dairy Products compare to the other brand products? Yes No 12).How far a Purchase place from your house? Near Far Away

13). Please give the opinion according to behavior of dealer; Satisfied Medium Dissatisfied

14).Any Suggestion regarding the behavior of dealer:_______________________________________________________________ ___

15).Are you find any difficulties while purchasing the dairy products? Yes No

If yes than which type: ______________________________________________________

16).Do you complain if any defect in the dairy products? Yes No

If yes then to whom? Dairy

seller

17) Do you expect to get any other Dairy product from Banas Dairy? Name:-_________________________________________ PAI INTERNATIONAL CENTRE FOR MANAGEMENT EXCELLENCE Page 80

Quality:-________________________________________ Quantity:-_______________________________________ Date:- Customers Sign.

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