Country Milk.docx

8/14/2019 Country Milk.docx

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CHAPTER 1

Introduction To

TheOrganization


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INTRODUCTION TO COUNTRY MILK

THE PUNJAB STATE COOPERATIVE MILK PRODUCERS

FEDRATION LIMITED; The Punjab State Co-operative Milk Producers

Federation Limited (MILKFED) was established the in 1973 by Punjab Diary

Development cooperation under the Punjab Sate Co-operative Act, 1967 to

safeguard commercial interest of milk producers farmers to save them from

exploitation of middleman, with their participation in its management and to

provide quality milk and milk products to consumers at competitive rates.

First, to carry activities for promoting production, procurement and

processing of milk for the economic development of milk producers by

providing remunerative milk market to them at their door step. Second, provide

quality milk and milk products to consumers at reasonable rates.

Although the federation was registered much earlier, but it came to real

self in the year 1983 when all the milk plants Punjab Dairy Development

corporation Limited were handed over to cooperative sector and the entire State

was covered under operation Food programme to give farmers to a better deal

and our valued customers better products. Today, when we look back, Country

Milk has fulfilled the promise to great extent. The setup of the organization is a

three tier system, Milk Producers Cooperative Societies at the village level,

Milk Union at District level and Milk Federation as an apex body at a State

level.

Milk production is a very important part of agricultural economy in the

State of Punjab. Punjab is one of smallest state in Indian Union with a total area

of 50,362 Sq. km. Dairy Farming is an old subsidiary profession in the rural

area of Punjab. Punjab is the second largest milk producing state in India,

producing 10 % of countrys milk.

Some facts about Country Milk:-

1. First Milk Plant of the State was setup at Country Milk near Amritsar.

2. The brand name of Milk and Milk Products was adopted as Country Milk.

3. The Foundation stone of Milk Plant Ludhiana was laid by Hon. S. Parkash

Singh Badal the CM of Punjab in 1970.

4. Commissioning of the Plant was done by Dairy Development Corporation in

1974.


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HISTORY

The Punjab State Country Milk Milk Producers Federation limited

popularly known asMILKFED Punjab came into existence in 1973 with a

twin objective:

To providing remunerative milk market to the Milk Producers in the

State by value addition and marketing of produce on one hand and

To provide technical inputs to the milk producers for enhancement

of milk production on the other hand.

Although the federation was registered much earlier, but it came to real

self in the year 1983 when all the milk plants of the erstwhile Punjab Dairy

Development Corporation Limited were handed over to Cooperative sector and

the entire State was covered under Operation Flood to give the farmers a better

deal and our valued customers better products. Today, when we look back, we

think we have fulfilled the promise to some extent. The setup of the

organization is a three-tier system, Milk Producers Cooperative Societies at the

village level, Milk Unions at District level and Federation as an Apex Body

at State level.MILKFED Punjab has continuously advanced towards its coveted

objectives well defined in its bylaws.
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Name and location of group companies & products

manufacture/offered by MARKFED:-

Milkfed has a strong value addition base addition base though its 12

District cooperative milk producers unions and 40 chilling centers capacity of

about 15 Lac liters per day, all of whom have attained self sufficiency or are on

the thresh-old of attaining it.

1. Gurdaspur

2. Amritsar

3. Hoshiarpur

4. Jalandhar

5. Ropar

6. Ludhiana

7. Bathinda

8. Sangrur

8. Patiala

9. Firozpur

10. Faridkot

11. Bassi Pathana

12. Mohali


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MISSION, OBJECTIVE, QUALITY POLICY AND

CORE VALUES

Mission:-

To become the market leader in market of milk and milk

products.

Objective:-

Direct approach to consumer and producer and to avoid

middleman. (By the farmers, of the farmers and for the farmers

organization.)

Quality Policy:-

On the basis of quality with efficient administration, MILKFEDhas not

only established new mile stone of providing services to Dairy farmers but

scaled new heights in delighting esteemed customers also. This has resulted into

tremendous achievements in all fields.

Core Values:-

Selling the highest quality natural and organic products available

Satisfying and delighting our customers

Supporting team member happiness and excellence

Creating wealth through profits & growth

Caring about our communities & our environment

Creating ongoing win-win partnerships with our suppliers

Promoting the health of our stakeholders through healthy eating

education.
http://milkfed.nic.in/mfed.htmhttp://milkfed.nic.in/mfed.htmhttp://milkfed.nic.in/mfed.htmhttp://www.wholefoodsmarket.com/company/corevalues.php#sellinghttp://www.wholefoodsmarket.com/company/corevalues.php#satisfyinghttp://www.wholefoodsmarket.com/company/corevalues.php#supportinghttp://www.wholefoodsmarket.com/company/corevalues.php#creatinghttp://www.wholefoodsmarket.com/company/corevalues.php#caringhttp://www.wholefoodsmarket.com/company/corevalues.php#suppliershttp://www.wholefoodsmarket.com/company/corevalues.php#suppliershttp://www.wholefoodsmarket.com/company/corevalues.php#caringhttp://www.wholefoodsmarket.com/company/corevalues.php#creatinghttp://www.wholefoodsmarket.com/company/corevalues.php#supportinghttp://www.wholefoodsmarket.com/company/corevalues.php#satisfyinghttp://www.wholefoodsmarket.com/company/corevalues.php#sellinghttp://milkfed.nic.in/mfed.htm


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PRODUCTION RESULTS OF PREVIOUS YEARS

NAME OF THE

PRODUCT

2006-07(in

M.T)

2007-08(in

M.T)

2008-09(in

M.T)

Ghee 356.729 412.933 505.90

Butter 140.550 291.193 83.69

WMP 382.070 195.205 58.05

SMP 245.350 402.175 583.97

Cheese 92.290 85.463 110.42

Curd 693.620 727.845 807.43

Kaju Pinni 559.00 1329.0 1746.00

Liquid Lassi 10999195 11270977 12496497

Lassi 17.189 2136.0 138333.0

Kheer 1262.0 2770.0 5814.0

Total Capacity

Utilized

50.38(%) 52.83(%) 58.77(%)


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TURNOVER:-

The annual turnover of Milkfed which was Rs.585 crores in the year 2003-04

has hit the level of Rs.725 crores in the year 2006-07.

EQUITY PARTICIPATION:-

The paid-up equity of Milkfed as on 31.3.2007 was to the tune of Rs.47.15

crores which comprises of Rs.29.02 crores from the cooperative members and

balance Rs.18.13 crores from State Government.


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MILKFED GROWTH AT A GLANCE

PARTICULARS UNIT 02-03 03-04 04-05 05-0606-07

FUNCTIONAL

SOCIETIESCUMMU.NOS. 6643 6445 6104 6101

5989

MEMBERSHIPCUMMU.NOS

IN LACS3.79 3.76 3.56 3.63

3.60

AVG. DAILY MILK

PROCLKG SPD 10.01 7.45 7.81 7.82

7.78

PEAK MILK PROC LKG SPD 15.01 10.04 11.64 11.3711.54

A.I. CLUSTER SOCS. COOMU.NOS. 305 323 341 388433

FODDER SEED

SUPPLIED

M.Ts. 517.40 444.10 400.30 430.00

500.00

CATTLE FEED SOLD M.Ts. 71743 73724 66970 6675073577

AVG..DAILY CITY

SUPPLYLLPD 4.68 4.97 5.27 5.67

5.81

SALE OF SFM LAC PKTS/BTLS 29.61 30.32 35.85 42.4941.92

SALE OF LASSI LAC PACKETS 10.10 10.54 12.20 16.8919.16

SALE OF ICE-CREAM LAC LITRES 7.63 9.17 10.23 12.1815.61

EXPORTS RS.IN LACS 953.52 698.17 1142.28 713.6711.50

TURNOVER RS.IN CRORES 670.00 585.00 653.00 682.00725.00
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MARKETING OF MILKFED:-

Milkfed is serving nation wide consumers through its net work of

Regional offices and strong Distribution channels. Milkfed markets a wide

Variety of Products which include liquid milk, skimmed milk powder,

whole milk powder, infant food, ghee, butter, cheese, Lassi, SFM, Ice

Cream, Malted food Country Milk Vigour etc. etc. The annual turn over of

Milkfed has crossed Rs 668 crores. Country Milk is a brand leader in milk

powders particularly in northern eastern sectors and SMP marketed by

Milkfed commands a premium price over powders manufactured by

competitors who include multi-national as well as private trade and other

Cooperative Federations

EXPORT OF MILK PRODUCTS:-

With competition in the national market zooming up efforts to

export products have been made.Milkfed has established its ghee market in

Middle East Market. Country Milk ghee reaches all the emirates and is

available almost in all super markets. The penetration is so deep that CountryMilk ghee is available in far off labor camps. In addition to ghee, SMP was

also exported to Asian Countries like Philippines, Bangla Desh and Sri-

Lanka. Country Milk Malt Plus (Malted Milk food) has also been exported to

Bangla Desh.

QUALITY ASSURANCE PROGRAMME:-

Quality Assurance Programme (QAP) which is a part and parcel of

Dairy Plant Improvement Programme (DPIP) was taken up in Ludhiana

Milk Union with the Technical guidance from NDDB. The main objective

of the programme is to improve efficiency of Plants coupled with loss

management to bring down the cost of production, improve the quality of

milk and milk products manufactured to ameliorate the general hygienic

and house keeping standards and above all to enhance the profitability and

financial viability of the Milk Plants to enable milk producers to get better

price for their produce.
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DETAILS OF OPERATIONS

(Procurement, Reception and processing)

Inauguration of plant by Punjab Minister Giani Jail Singh dated 7 May, 1973

and the plant started in 1975.

Village Producer

Societies

Chilling Milk Centre

Milk Plant Hoshiarpur

Reception Dock

Quality Control

Production Department

Processing

Finished Products

SOCIETIES:-

The milk plant, procure milk through co-operative societies. At

the present the plant has the 751 societies. Firstly milk is collected by these


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societies and then sent to the milk plant for two times, morning and evening.

The milk producers receive rate of milk from milk plant on the basis of fat.

CHILLING MILK:-

There are three milk-chilling centers at Dasuya, Padrana and

Balachour. Firstly milk is received at the chilling center and after chilling

the milk.

MILK PLANT:-

After chilling the milk, it is sent to the milk plant, the purpose to

setup the center are that, the societies are far away from the milk plant

and milk is perishable in nature so to avoid the wastage of milk, the

chilling center were setup. Firstly milk is received in dock through

tempo in higher basis of routes. There are 3 seasons of milk - fluid,

average and lean. The lean period is during April and July and this

period supply of milk received in less quantity. The average is During

August to November and in this period the supply of milk received is

average. The flush is in winter and the milk is highly produced.

RECEPTION OF MILK:-

Reception of milk is done at the dock. Dock is like a station. The

milk plant has two Docks, firstly milk is reached in the huge quantity, after

this process milk is sent to the laboratory to find out fat and S.N.F. contents,

then milk cans are washed by the machines and again these cans are kept in

the carriers after this process tempo sheets are prepared. The numbers of

milk cans of buffalo and cows milk are recorded on these sheets are sent to

the societies for the information of quantity of milk.

PROCESSING:-

All the received is passed on to the tank lying under the weighing

bowl. Then the milk is immediately chilled and pasteurized. Pasteurization

is a process which was found by Lou Pasteur.


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MARKET SERVED DOMESTIC/FOREIGN:-

The success of a concern lies not only in production, but also mainly in

successful marketing.

Marketing is the process getting the right goods to the right consumers

at the right place at the right price.

In Country Milk Milk Plant four types of tetra packs and other products

are marked under the brand name COUNTRY MILK,Milk plant is solely

responsible for the marketing of fluid milk products are marked by the Punjab

state co-operative milkproducersunion ltd.

Return of tetra packs:-

Because the expiry time of tetra pack is 6 months, good packing

and fresh supply, there is no replacement of the tetra packs.

Exports

Milk union is famous all over the country and outside the country for

its quality of milk and milk products. It holds international quality

certificates ISO 9002 and IS-15000 (HACCP). Due to these certificates its

products are easily acceptable in the international market. It export Ghee to

Dubai but no any tetra pack is export.

Products Manufactured and marketed by Milk Union:-

Milk plant, has variety of products which are available in different

packing. Raw material for all these products is milk which procured from

milk producers.

1 Sterilized Fluid Milk

a) Standardized milk (Fat Contents 4.5%)

b) Double Tend Milk (Fat Contents 1.5%)

c) Full Cream Milk (Fat Contents 5.5%)

2 Ghee


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3 Butter

4 Skimmed Milk Powder(SMP)

5 Paneer

6 Milk Cake

Besides these products milk plants sells various products

procured from plants. These products are as under:

1 Flavored Milk

2 Flavored Lassi

3 Mango Rassila

4 Yoghurt Fruit Drink

5 Kaju Pinni

6 Ice Cream

Aims Of Milk Union

Every organization is formed for achieving some objectives.

Setting of objectives and aims serves as guidelines for excellent or smooth

working of the concern. The Country Milk milk plant, touted to fulfil the

following aims.

1. To uplift social and economic states of the milk producers.

2. To develop dairy as an industry allied to agriculture.

3. To procure milk and execute marketing efforts so that milk

producers get good prices of their milk.

4. To provide better quality cattle feed at reasonable prices.

5. To increase the bargaining power of milk producers at their

doorsteps.

6. To provide veterinary aids to animals of milk producers at their

doorsteps.


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7. To create employment opportunities for rural youth by milk

production activities.

Study of functioning of all departments:-

Milk Procurement Section

Milk procurement business is being looked after mainly by milk

union, Milk is collected by milk producer co-operative societies ate the

village level and purchased by Milk Union, which further supplies that milk

to the Milk Plant, after charging commission from milk Plant at ratesspecified by Milk Union.

The plant was registered in the year 1972 with primary

membership of 45 milk producer co-operative society. At present it has

767 co-operative societies.

Staff Structure of procurement section:

Manager, milk Procurement

Dy.Manager (Proc.)

Manager (Milk Chilling Center)

M.P.A.

D.H.C.C.


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Production Department:-

This department his headed by production manager and

technical staff and officers and operation. Manager is responsible for

production planning, receiving good quality of milk, its processing and

production of milk products.

His responsible for achieving production target with minimum

wastage. He also guides workers for better performance. The production

is an important activity because other department purchasing extra

revolve around it. Different milk products are produced as per

availability of milk and as per demand of market.

First of all the requirement of milk demand is fulfilled and then

remaining milk is used for producing various products such as Ghee,

butter, cheese etc,.

Staff Structure of production section:

Manager of Production

Dy. Manager, Production

Sr. Plant Operator


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Jr. Plant Operator

D.H.C.

Purchase Department:-

This department his headed by purchase officers who is assisted by

supporting staff in maintaining regular supply of store items. This section

ensures timely purchase of required store items at very reasonable cost.

Functions of purchase department:-

a. To received purchase requisition from stores.

b. To buy goods or materials wisely at reasonable prices.

c. To invite quotation from number suppliers and preparing

comparative statement to choose a right supplier.

Engineering Section:-

This section his headed by engineering manager who is assisted by

technical officers. He is responsible for identifies all machine needing

maintenance to avoid any breakdown during the production. He is also

supposed to introduce to new machinery by which the cost of production can

be decreased it also insured are transport vehicles of milk plant.

Staff Structure of engineering section:

Manager, Engineering

Dy. Manager, Engineering

Foreman Foreman Foreman Foreman


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Electrical Refrigeration Boiler Transportation

Management Information System:

MIS is a system where information about the activities of plant is

supplied to management. Accurate and precise information to support the

operation management analysis and decision making function in an

organization. Here data are collected from different section in an

organization, which can be useful to the management for decision making.

Accounts Department:-

A manager account is the head of this department. He is responsible for

the overall management of accounts. This section is responsible for timely

payment to all the employees of milk plant and also to the parties dealing with

it. It records all the transactions in the proper books to provide necessary

information to the authorities whenever required.

Personnel and HRD department:-

Production Manager & HRD Department who is assisted by

supporting staff to carry out function of this section head this section. This

section ensures compliance of labor laws, maintenance of proper records and

completion of administrative formalities for timely payments of dues to

employees. It is also responsible for maintaining cordial relationship between

workers and management.

Marketing Department:-

The success of concern lies not only is production but mainly in

successful marketing. Production of goods and services has no meanings

unless goods and services are exchanged profitably for money or moneys

worth. This involves the movement of goods from the manufacturers to


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ultimate consumers. In bringing he producer and consumer together, certain

activities are performed which is the concern of marketing.

Marketing is a process of getting the right goods to right consumers at

the right place, at right time and prices.

Deputy Manager who is further assisted by supporting staff heads Marketing

section. He regulates the production of milk and milk product in different

ways to ensure maximum possible returns from sales.

Quality Control Department:

Quality control manager heads this department and the technical staff

assists the manager by conducting all type of tests on raw materials and

finished products with the help of sophisticated equipment and machines

purchased.

Quality control laboratory helps in maintaining high quality of milk

and milk product assist ensures quality by testing the raw material as well as

finished products.

Staff Structure of Quality Control section.

Manager, Quality Control

Dy. Manager, Quality Control

Asstt.Manager, Q.C.

Chemist

Laboratory Assistant

Helper


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Store Department:-

This department stores all the essential equipment and material and

stationary required in all the departments. It also keeps the records of goodspurchase and goods in stock as well as the goods the used by the particular

department. The main purpose of this section is to keep the full record of packed

material. The product is stored at clean and Cool places.

Security Department:-

One senior security employee, who is assisted by a team of well-

trained personnel manager the security department. This department keeps

proper watch on men, money and materials while entering in and going out

of the plant.

Special Technique Adopted

Management information system:-

MIS is the system in where information about the activities of the

plant supplied to the management. Accurate and precise information to

support the operation management, analysis and decision making function in

an organization. Here data are collected from the different related sections

which can be the management for the decision making.

The following information are maintained and supplied to the

management when required:-

Progress of dairy plant (monthly/Yearly).

Progress report of input activities (monthly/Yearly).

Progress report of procurement activities (monthly/Yearly).

Reports on activity of chilling centres (monthly).

Report on product wise costing (monthly).

Report on unit costing (monthly).

Report on product wise costing (monthly).

Stock statement (monthly).

Sales and return (monthly).


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Transportation cost of milk collected (route wise).

Section wise salary report (monthly).

Running hours of machine (monthly).

Financial position (yearly). Dairy co-operative societies progress (Monthly)

In any decision making matter all these information is of great help tp

the management. Thereby in an organized dairy like Country Milk Milk

Plant, Hoshiarpur, it is a very important section to keep the overall

position/status of the plant.

Production of milk products:-

Production is a more important activity of an organization. In occupies an

important and significant place because other functional areas of

management viz.financing, marketing, purchasing and personal revolve

around it.

Production is a process by which raw materials are converted into

finished products with the help of energy, capital, manpower, and machinery.

Production policy aims at maximum output with minimum input. The

production departments play a very important role in formulation of the

production policies.

Production planning is done by the head office and send to the

production manager according to this planning production manager arrange

to produce the products.

Production planning of milk products is done in keeping in the view the

procurement of the milk plant and also tentative demand in the city. After the

supply of the pasteurized milk, the remaining milk is used for producing

various products. Different milk products are produced as per availabilities

of milk and as per demand of sales and keeping in view the production plan

given by head office. Every district has its own plant.


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Country Milk products range:-

1 Ghee

2 Butter

3 Skimmed milk powder

4 Flavoured milk

5 Flavoured Lassi

6 Mango Rassila

7 Paneer

8 Milk Cake

9 Dahi

10 Ice Cream

11 Kaju Pinni


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VARIOUS PRODUCTS PRODUCED BY COUNTRY MILK

MILK PLANT

GHEE (AGMARK)

Boudine Test Neg.

B.R.reading (40 degree C.) 40 - 43

RM Value (Min.) 28.0

P.Value 1.0 - 2.0

FFA % Oleic Acid( Max) 0.30

BUTTER

TABLE WHITE

Fat% (Min.) 80.00 82.00

Acidity %L.A. (Max.) 00.15 00.06

Curd % (Max) 01.00 01.50

Salt % (Max) 2.8 -

Coliform/ml. (Max.) 5 5

Y&M (Max)/g 20 20


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GENERAL COMPOSITION FOR

MILK

Percentage Cow Milk Buffalo Milk

Fat 4.6 6.6

Proteins 3.4 3.9

Lactose 4.9 5.2

Ash 0.7 0.8

Water 86.6 84.2

STANDARD MILK

Milk Fat % (Min) 4.5

Milk SNF % (Min) 8.5

PH (Max) 6.8

MBRT (Min) 5.00

Hrs.

Phosphates Test Ng.

Bacterial Count/ml.(Max) 30,000

Coliform/0.1 ml. Nil

UHT MILK

FAT 4.6%

SNF 8.6%

pH 6.6

Acidity L.A. 0.130% LA


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SWEETENED FLAVOURED MILK

Milk Fat % (Min.) 1.65

Total Milk Solids % (Min.) 17.0

Sugar % (Max.) 6.0

Turbidity Test Neg.

Creaming Index 20

Bacterial Spores per ml. (Max.) 5

LASSI

Milk Fat % 3.0 to 3.4

Total Solids % (By wt.) 20 - 23

Sugar % 12.00

RASEEELA

Cheese Whey % 40

Sugar % 12-12.5

Mango Pulp% 10.00

Brix 15

Acidity(%Citric Acid) 0.28

pH 3.9-4.1


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ICE CREAM

Weight (g/lts.) Min.560-

580

Total Solids (Min.) (By

wt.)38.5

Milk Fat % (Minimum) 13

Acidity, L.A. % (Max) ByWt.

0.25

Sucrose % Max. (By Wt.) 14.50

Stab. Emul. % Max. 0.50

KULFI AND F/N CHOCOLATE

KulfiF/N

Choc

Total Solid (%Min. By

wt.)42.00 38.50

Milk Fat %(%Min. By

wt.)13.00 13.00

Protein (%Min. By wt.) 3.50 3.50

Acidity % Max (By wt.) 0.30 0.30

Sucrose % Min. (By wt.)

Total14.00 16.50


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CHAPTER 2

INTRODUCTION

TO

THE TOPIC


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CONSUMER PERCEPTION

Definition:-

The concept of customer perception does not only relate to individual

customers in consumer markets. It is also valid in business to business

situations. For example, a competitor benchmarking survey of a large industrial

supplier revealed that the market leader, although recognized for excellent

quality and service and known to be highly innovative, was perceived as

arrogant in some regions. If we take into consideration that there are about four

other large players with a similar level of quality and innovative ideas, this

perceived arrogance could develop into a serious problem. Customers here are

well aware the main characteristics of all the offerings available at the market

are largely comparable. So they might use the development of a generation of

their own to switch to a supplier that can serve them not better or worse, but

with more responsiveness and understanding.

In general, consumer behaviour is the study of when, why, how, and

where people do or do not buy products.

Consumer behavior is the study of when, why, how, and where people do

or do not buy product. 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 theconsumer 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 re-

affirmation 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.

In todays globalizing economy competition is getting more and fiercer.

That means it becomes more difficult for products and services to differentiate

themselves from other offerings than ever before. Not only is the number of

competitive offerings rising due to globalization of production, sourcing,

logistics and access to information. Many products and services face new

competition from substitutes and from completely new offerings or bundles

from industry outsiders. Since product differences are closed at an increasing

speed and many companies try to win the battle for customers by price

reductions, products and services tend to become commodities.
http://en.wikipedia.org/wiki/Product_%28business%29http://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Sociologyhttp://en.wikipedia.org/wiki/Social_Anthropologyhttp://en.wikipedia.org/wiki/Anthropologyhttp://en.wikipedia.org/wiki/Economicshttp://en.wikipedia.org/wiki/Demographichttp://en.wikipedia.org/wiki/Consumerhttp://en.wikipedia.org/wiki/Consumerhttp://en.wikipedia.org/wiki/Demographichttp://en.wikipedia.org/wiki/Economicshttp://en.wikipedia.org/wiki/Anthropologyhttp://en.wikipedia.org/wiki/Social_Anthropologyhttp://en.wikipedia.org/wiki/Sociologyhttp://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Product_%28business%29


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On the other hand, customer behavior becomes more hybrid. On one

hand, customers are increasingly price sensitive searching for bargains at

marketplaces like eBay or buying their groceries at discount markets. On the

other hand they enjoy branded and luxury goods. One and the same person may

plan a weekend trip with a no-frills airline and a stay at a five-star-hotel.

In the result, customers have a wider choice of often less distinguishable

products and they are much better informed. For many offerings the balance of

power shifts towards the customer. Customers are widely aware of their greater

power, which raises their expectations on how companies should care for them.

Bringing it all together, it becomes ever more difficult to differentiate a

product or service by traditional categories like price, quality, functionality etc.

In this situation the development of a strong relationship between

customers and a company could likely prove to be a significant opportunity for

competitive advantage. This relationship is not longer based on features likeprice and quality alone. Today it is more the perceived experience a customer

makes in his various interactions with a company (e.g. how fast, easy, efficient

and reliable the process is) that can make or break the relationship. Problems

during a single transaction can damage a so far favorable customer attitude.

The consequence for companies is that they have to adapt their ways of

competing for customers. Traditionally, companies have focused their efforts of

customer relationship management on issues like customer satisfaction and

targeted marketing activities like event marketing, direct marketing or

advertising. Although doubtless necessary and beneficial, these activities are not

longer enough. They narrow the relationship between company and customer

down to a particular set of contacts in which the company invests its efforts.

Most likely this will produce not more than a satisfied customer who is well

aware of the companys offerings and has a positive attitude towards them.

However, a satisfied customer is not necessarily a loyal one.

If a customer is satisfied that means that a product of service has met his

expectations and that he was not dissatisfied by it. Customer satisfaction is

doubtlessly very important. It is the precondition for repeat purchases and it

prevents the customer from telling others about his disappointing experiences. A

loyal customer, however, is more than a customer who frequently purchasesfrom a company.

The difference is the emotional bond which links the customer so closely

to the company that he develops a clear preference for these products or brands

and is even willing to recommend them to others. Loyal customers truly prefer a

product, brand or company over competitive offerings. Thus loyalty goes

beyond a rational decision for known quality or superior price-performance-

ratio. It is about the customers feelings and perceptions about the brand or

product.

When the customer makes his buying decision, he evaluates the benefitshe perceives from a particular product and compares them with the costs. The
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value a customer perceives when buying and using a product or service go

beyond usability. There is a set of emotional values as well, such as social

status, exclusivity, friendliness and responsiveness or the degree to which

personal expectations and preferences are met. Similarly, the costs perceived by

the customer, normally comprise more than the actual price. They also include

costs of usage, the lost opportunity to use another offering, potential switchingcosts etc. Hence, the customer establishes an equation between perceived

benefits and perceived costs of one product and compares this to similar

equations of other products.

Based on this, customer loyalty can be understood as to how customers

feel about a product, service or brand and whether their perceived total

investments with a it live up to their expectations.

The important point here is the involvement of feelings, emotions and

perceptions. In todays competitive marketplace, these perceptions are

becoming much more important for gaining sustainable competitive advantage.

Customer perceptions are influenced by a variety of factors. Besides the

actual outcome i.e. did the product or service deliver the expected function

and did it fulfill the customers needthe whole process of consumption and all

interactions involved are of crucial importance. In todays globalize information

driven economy this can also comprise issues like

How other customers or influencing groups perceive the product or

brand

The degree to which the customer feels the actual marketing campaign

addresses the most important issues

Responsiveness and service quality of any affiliates, e.g. distribution

partners

Customer perceptions are dynamic. First of all, with the developing

relationship between customer and company, his perceptions of the company

and its products or services will change. .

Moreover, if the customers circumstances change, their needs andpreferences often change too. In the external environment, the offerings of

competitors, with which a customer compares a product or service will change,

thus altering his perception of the best offer around. Another point is that the

public opinion towards certain issues can change. This effect can reach from

fashion trends to the public expectation of good corporate citizenship. Shells

intention to dump its Brent Spar platform into the ocean significantly altered

many customers perception of which company was worth buying fuel from.

Research has been done on the impact of market share on the perceived

quality of a product. Depending on the nature of the product and the customers

preferences, increasing market share can have positive or negative effects onhow the customer perceives the product.


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Companies have done a lot to improve customer satisfaction and

customer relationships in the past. As discussed above, this will not be enough

any more.

Any serious effort to manage customer perceptions starts with a good

measurement system. Companies must be truly willing to look at the wholeprocess of interaction through the customers eyes. For many companies, this

requires a more or less extensive shift in mindset, since most departments from

development to sales will be involved.

Positive effects of increasing market share on customer perception

Increasing market share can send out positive signals by acting as an

indicator of superior quality that is recognized by more and more other

customers. This effect is particularly strong for premium priced products.

Customers normally assume that a product must be of exceptional quality if it

can gain such an unexpected market success despite its high price.

Many brands offer positive emotional benefits of using a product that is

popular in the markets.

The value of a product or service can rise through increasing number of

users of the same product, e.g. number of members of an online community,

better availability of software for popular computer systems.

Negative effects of increasing market share on customer perception

For premium and luxury products, customers may translate an increasing

market share into a loss of exclusivity and thus perceive it as less valuable.

The quality of services may suffer if they are consumed by increasing

numbers of users. Diseconomies of scales and congestions can be observed with

busy airports and many other services so that customers may look out for other

providers that promise more timely service and convenience.

CONSUMER BUYING BEHAVIOUR

Definition: -

Buying Behaviour is the decision processes and acts of people involved

in buying and using products.

Need to understand:

Why consumers make the purchases that they make?

What factors influence consumer purchases?

The changing factors in our society.
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Consumer Buying Behaviour refers to the buying behaviour of the ultimate

consumer. A firm needs to analyze buying behaviour for:

Buyers reactions to a firms marketing strategy has a great impact on the

firmssuccess.

The marketing concept stresses that a firm should create a Marketing

mix (MM) that satisfies (gives utility to) customers, therefore need to

analyze the what, where, when and how consumers buy.

Marketers can better predict how consumers will respond to marketing

strategies.

Stages of the Consumer Buying Process:-

Six Stages to the Consumer Buying Decision Process (For complexdecisions). Actual purchasing is only one stage of the process. Not all decision

processes lead to a purchase. All consumer decisions do not always include all 6

stages, determined by the degree of complexity:-

1. Problem Recognition (awareness of need):-

Difference between the desired state and the actual condition,

deficit in assortment of products, hunger-food. Hunger stimulates your

need to eat. Can be stimulated by the marketer through product

information--did not know you were deficient? I.E., see a commercialfor a new pair of shoes, stimulates your recognition that you need a new

pair of shoes.

2. Information search:-o Internal search, memory.

o External search if you need more information. Friends and

relatives (word of mouth). Marketer dominated sources;

comparison shopping; public sources etc.

A successful information search leaves a buyer with possible

alternatives, the evoked set.

Hungry, want to go out and eat, evoked set is

o Chinese food

o Indian food

o burger king

o Klondike kates etc


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3. Evaluation of Alternatives:-

Need to establish criteria for evaluation, features the buyer wants or does

not want. Rank/weight alternatives or resume search. May decide that you

want to eat something spicy, Indian gets highest rank etc.

If not satisfied with your choice then returns to the search phase. Can youthink of another restaurant? Look in the yellow pages etc. Information from

different sources may be treated differently. Marketers try to influence by

"framing" alternatives.

4. Purchase decision:-

Choose buying alternative, includes product, package, store, method of

purchase etc.

5. Purchase:-

May differ from decision, time lapse between 4 & 5 product availability.

6. Post-Purchase Evaluation (outcome):-

Satisfaction or Dissatisfaction. Cognitive Dissonance, have you made

the right decision. This can be reduced by warranties, after sales

communication etc.

After eating an Indian meal, may think that really you wanted a Chinese

meal instead.

Types of Consumer Buying Behaviour:-

Types of consumer buying behaviour are determined by:

Level of Involvement in purchase decision. Importance and intensity ofinterest in a product in a particular situation.

Buyerslevel of involvement determines why he/she is motivated to

seek information about a certain products and brands but virtually

ignores others.

High involvement purchases--Honda Motorbike, high priced goods, products

visible to others, and the higher the risk the higher the involvement. Types of

risk:

Personal risk

Social risk

Economic risk


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The four type of consumer buying behaviour are:

Routine Response/Programmed Behaviour:-

Buying low involvement frequently purchased low cost items; need very

little search and decision effort; purchased almost automatically. Examplesinclude soft drinks, snack foods, milk etc.

Limited Decision Making:-

Buying product occasionally. When you need to obtain information

about unfamiliar brand in a familiar product category, perhaps. Requires a

moderate amount of time for information gathering. Examples include

Clothes--know product class but not the brand.

Extensive Decision Making/Complex high involvement, unfamiliar,

expensive and/or infrequently bought products. High degree of

economic/performance/psychological risk. Examples include cars,

homes, computers, education. Spend allot of time seeking information

and deciding.

Information from the companies MM; friends and relatives, store

personnel etc. Go through all six stages of the buying process.

Categories that Affect the Consumer Buying Decision Process:-

A consumer, making a purchase decision will be affected by the followingthree factors:

1. Personal

2. Psychological

3. Social.

Personal Factors:-

Demographic Factors:-Sex, Race, Age etc.Who in the family is responsible

for the decision making? Young people purchase things for different reasons

than older people.
http://www.udel.edu/alex/chapt6.html#personalhttp://www.udel.edu/alex/chapt6.html#psychologicalhttp://www.udel.edu/alex/chapt6.html#socialhttp://www.udel.edu/alex/chapt6.html#socialhttp://www.udel.edu/alex/chapt6.html#socialhttp://www.udel.edu/alex/chapt6.html#psychologicalhttp://www.udel.edu/alex/chapt6.html#personal


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Psychological factors

Psychological factors include:

Motives:-

A motive is an internal energizing force that orients a person's activities

toward satisfying a need or achieving a goal.

Actions are effected by a set of motives, not just one. If marketers can

identify motives then they can better develop a marketing mix.

MASLOW hierarchy of needs!!

o Physiological

o Safety

o Love and Belonging

o Esteem

o Self Actualization

Perception:-

What do you see?? Perception is the process of selecting, organizing and

interpreting information inputs to produce meaning. IE we chose what

info we pay attention to, organize it and interpret it. Information inputs

are the sensations received through sight, taste, hearing, smell and touch.

Selective Exposure: - select inputs to be exposed to our awareness.

More likely if it is linked to an event, satisfies current needs, intensity ofinput changes (sharp price drop).

Selective Distortion:- Changing/twisting current received information,

inconsistent with beliefs.

Advertisers that use comparative advertisements (pitching one

product against another), have to be very careful that consumers do not

distort the facts and perceive that the advertisement was for the

competitor.


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Ability and Knowledge:-

Need to understand individuals capacity to learn. Learning,

changes in a person's behaviour caused by information and experience.

Therefore to change consumers' behaviour about your product, need to

give them new information re: product...free sample etc. Learning is the

process through which a relatively permanent change in behaviour

results from the consequences of past behaviour.

Attitudes:-

Knowledge and positive and negative feelings about an object or

activity-maybe tangible or intangible, living or non- living.....Drive

perceptions Individual learns attitudes through experience andinteraction with other people.

Consumer attitudes toward a firm and its products greatly influence the

success or failure of the firm's marketing strategy.

Personality:-

All the internal traits and behaviours that make a person unique,

uniqueness arrives from a person's heredity and personal experience.

Examples include:

o Workaholics

o Compulsiveness

o Self confidence

o Friendliness

o Adaptability

o Ambitiousness

o Dogmatism

o Authoritarianism

o Introversion

o Extroversiono Aggressiveness

o Competitiveness.

Traits affect the way people behave. Marketers try to match the store

image to the perceived image of their customers.

Social Factors:-

Consumer wants, learning, motives etc. are influenced by opinion leaders,person's family, reference groups, social class and culture.


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Roles and Family Influences--

Family is the most basic group a person belongs to. Marketers must

understand:

o that many family decisions are made by the family unito consumer behaviour starts in the family unit

o family roles and preferences are the model for children's future

family (can reject/alter/etc)

o family buying decisions are a mixture of family interactions and

individual decision making

o Family acts an interpreter of social and cultural values for the

individual.

Reference Groups--

Individual identifies with the group to the extent that he takes on

many of the values, attitudes or behaviours of the group members.

Families, friends, sororities, civic and professional organizations.

Any group that has a positive or negative influence on a persons

attitude and behavior.

Social Class:-

Social class determines to some extent, the types, quality, and

quantity of products that a person buys or uses. Lower class people tend

to stay close to home when shopping; do not engage in much repurchase

information gathering.

Family, reference groups and social classes are all social

influences on consumer behavior. All operate within a larger culture.

Culture and Sub-culture:-

Culture refers to the set of values, ideas, and attitudes that are

accepted by a homogenous group of people and transmitted to the next

generation.

Culture also determines what is acceptable with product

advertising. Culture determines what people wear, eat, reside and travel.

Cultural values in the US are good health, education, individualism and

freedom. Culture affects what people buy, how they buy and when they

buy.


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Five Stages of Customer Bonding:-

This bond results from effective one-on-one communication, mutually-

beneficial interaction, the company's genuine interest and involvement in the

customer's life and lifestyle, a combination of customer allegiance and company

advocacy, and a shared sense of purpose.

Customer loyalty develops from personal relationships and trust between

the company and the customer over time. This includes keeping customers

involved throughout the product lifecycle as well as developing products and/or

services to meet changing customer needs and desires.

AWARENESS:-

The art of earning customer "share-of-mind" involves creating an

impression of personal identification with the company's products and/or

services.

This first stage, awareness, represents the weakest aspect of a

relationship because it is non-interactive and depends entirely on the

customer's perception.

IDENTITY:-

The identification stage occurs when a potential customer asks the

question, "What's in it for me?"

A customer identifies a product of service as meeting one or more

important personal needs, such as self-fulfillment, status, or belonging.

A customer may perceive the company as having values and preferences

similar to his own and begin to form a relat ionship with the company.

RELATIONSHIP:-

At this stage, the customer receives the benefit of products and/ or

services tailored specifically to his individual needs (at least as nearly as

the company can provide).

Once a customer interacts with the company, repeated experiences of

individual customer satisfaction take on significant importance.

Customers expect that products will work and that they will receivegood service. Customer delight results largely from how a product is sold


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marketer to carry out the business in such a way that they give satisfaction to

consumers needed. When a firm markets a product or service it should aim to

enjoy consumers satisfaction & profit maximization.

Concept & Need for Studying Consumer Behavior:-

Consumer behavior can be said to be the study of how individual make

decision on how to spend their available resources (time, money, effort) on

various consumption related items. This simple definition of consumer behavior

tells the markets to resolve every activity around the ultimate consumers &

gauge their behavior by specially focusing on:

Who buys products or services?

How do they buy products or services?

Where do they buy them?

How often they buy them?

Why do they buy them?

How often they use them?

These questions will help in understanding better what factors influences

the decision making process of the customers. The decision making process

identifies the number of people who are involve in this process & describes a

role to them like users, decides, influences & buyers.

It is believed that consumers or customers make purchase decision on the

basis of receipt of a small number of selectivity chosen pieces of information.


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Thus it will be very important to understand what & how mush them to evaluate

the goods & services offerings.

Customer Expectation:-

Customer expectation through look realistic is very often build upon on a

very high platform. Then the quality of the product or services may not match

the expectation. This again will affect the consumer satisfaction level.

So as to reduce the level of dissatisfaction among the customers, the

marketing decision maker could adopt approaches wherein he can classify

market in relation to the degree of opportunity to deliver customer satisfaction.

He could establish itself common factors & them evaluate each market

opportunity against these. The most probable factors which influence

consumersbehaviours are:

Market size

> Rate of growth of the market

> Stability of demand

> The due importance attached to price by the consumers before making a

purchase decision

> Consumer emphasis & the due importance given to the quality aspect

> The consumers desire for product innovation

> The level of competition (inclusive of both existing & potential

competitors)

> The firms competitive strengths in terms of price &product

Customer Focus:-

Many companies today have a customer focus (or customer orientation).

This implies that the company focuses its activities and products on consumer

demands. Generally there are three ways of doing this: the customer driven


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approach, the sense of identifying market changes and the product innovation

approach.

In the consumer driven approach, consumer wants are the drivers of all

strategic marketing decision. No strategy is pursued until it passes the test of

consumer research. Every aspect of a market offering, including the nature of

the product itself, is driven by the needs of potential customers. The starting

point is always consumer. The rationale for this approach is that there is no

point spending R&D funds developing products that people will not buy.

History attested to many products that were commercial failure in spite of being

technological breakthroughs.

Customer Loyalty:-

It takes a lot less money to increase your retention of current than to

find new ones but I know I dont give it as much effort as I should because it

does take a lot of energy and effort.


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CHAPTER 3

SCOPE AND

OBJECTIVE OF THE

STUDY

SCOPE OF THE STUDY


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As learning is a human activity and is as natural, as breathing. Despite of

the fact that learning is all pervasive in our lives, psychologists do not agree on

how learning takes place. How individuals learn is a matter of interest to

marketers. They want to teach consumers in their roles as their roles as

consumers. They want consumers to learn about their products, product

attributes, potential consumers benefit, how to use, maintain or even dispose of

the product and new ways of behaving that will satisfy not only the consumers

needs, but the marketers objectives.

The scope of my study is restricted to COUNTRY MILK dairy products

only.

OBJECTIVE OF THE STUDY

a. To study how frequently people use dairy products

b. To know the most preferred company for buying dairy products

c. To study the satisfaction level of customer regarding Country

Milk products.

d. To study the factors affecting the consumption pattern.


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CHAPTER 4

RESEARCH

METHODOLOGY


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RESEARCH METHODOLOGY

Research refers to a search for knowledge. This research defines the

problems of retailers and perception of citizens.

Research comprises defining and redefining problems, formulating

hypothesis or suggested solutions; collecting, organizing and evaluating data;

making deductions and reaching conclusions; and at last carefully testing the

conclusions to determine weather they fit the formulating hypothesis.

It presents the research design, sampling procedure, tools of

investigation, collection of data and the limitations of the study.

RESEARCH DESIGN:-

A descriptive research design was used for the present study. Since the

study was not to find relationship between various factors but to draw

inferences about causation. The design was used to produce a picture of the

factors which affect retailers and consumers to purchase the product.


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DATA COLLECTION

Sources of Data Collection:

Primary data: -Primarydata was obtained through questionnaire. The

questionnaire was designed keeping in view the objectives of the study.

It contains both open ended and close ended questions. Questionnaire

was filling by the citizens.

Secondary data: -Secondary data was obtained from newspapers,

books, annual reports of Country Milk and from internet.

Sample design:-

Population: Girls of SVIET hostel

Sampling unit: More than 17 years

Sample Size: 100 respondents

Sampling Technique: Non-probability:Convenience sampling


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CHAPTER 5

DATA ANALYSIS

AND

INTERPRETATION


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INTERPRETATION: - It is clear from the figure that there are 22%

people who purchase the flavored Milk mostly. There are 15% people

who purchase the flavored lassi, 16% people purchase mango rassila,

7% people use Yoghert fruit drink, 15% people purchase curd, 7%

people purchase cheese, and 6 people purchase Kheer and 12% people

like to purchase Kaju Pinni.

No. of respondents

22

15

16

7

15

76

12

0

5

10

15

20

25

Flavored

milk

Flavored

lassi

Mango

Rassila

Yoghert

fruit

drink

Curd Cheese Kheer Kaju

Pinni

No. of respondents


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Q4 How often you use the dairy products of Country Milk?

Once in a week ( ) More than once in a week ( )

Once in a month ( ) More than once in a month ( )

Occasionally ( )

TABLE 4.1

Consumption No. of respondents

Once in a week 7

More than once in a week 60

Once in a month 2

More than once in a month 27

Occasionally 4

Total 100

FIGURE 4.1

No. of respondents

7

60

2

27

4

0

10

20

30

40

50

60

70

Onceina

week

Morethan

onceina

week

Onceina

month

Morethan

onceina

month

Occasionally

No. of respondents


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INTERPRETATION: - It is clear from the figure that 7 consumers purchase

the milk products once in a week, 60 consumers purchase the milk products

more than once in a week, 2 consumers purchase the milk products once in a

month, 27 consumers purchase the milk products more than once in a month

and 4 consumers purchase the milk products occasionally.


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Q6 What factors do you consider while purchasing the Country Milk dairy

products?

Price ( ) Quality ( )

Taste ( ) Brand ( )

TABLE 6.1

Factors No. of respondents

Price 22

Quality 45

Taste 18

Brand 15

Total 100

FIGURE 6.1

INTERPRETATION: - The above table and graph shows that 22 consumers

are satisfied with the price of the milk products, 45 consumers are satisfied with

the quality of milk products, 18 consumers are satisfied because of taste of the

products and 15 consumers like to buy the products because of brand name.

No. of respondents

22

45

1815

0

5

10

15

20

25

30

35

40

45

50

Price Quality Taste Brand

No. of respondents


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CHAPTER 6

FINDINGS

OF

THE STUDY


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FINDINGS OF THE STUDY

Consumers like to purchase Country Milk products more than once in a

week.

Consumers prefer to purchase Country Milk dairy products than other

companys products.

Most of the consumers are satisfied with the use of Country Milk

product.

Consumers prefer to purchase Country Milk products because of better

quality.


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CHAPTER 7

RECOMMENDATIONSAND

SUGGESTIONS


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SUGGESTIONS AND RECOMMENDATIONS:-

This chapter presents the recommendations or suggestions,these are: -

The first suggestion is improving the advertisement agenda. Moreelectronic media advertisement would help Country Milk to increase its

sales.

The packing of the tetra packs of Country Milk should be according to

the packing of Coke, Limca, Fruity and Pepsi.

The company should emphasize on promotional schemes and marketing

activities.

The company should focus on the quality and also maintain it.

Sales promotion schemes for the consumers should be made.


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CHAPTER 8

CONCLUSION


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CONCLUSION

Based on the detailed analysis and interpretation (done in previous

chapter) of the data collected, this chapter presents a summary of the research

through the following conclusions related to the area of study: -

Country Milk has good brand image. Other brands like Nestle, Amul are

lower than the Country Milk. Consumers prefer Country Milk more than

other brands because it is a local company.

There are 66 respondents who are satisfied with the use of products.

Mostly consumers prefer flavored milk than any other products.

Mostly consumers like to buy the products because of better quality.

Consumers use Country Milk products daily, weekly and monthly. But

there are rare consumers who use these products occasionally.


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CHAPTER 8

LIMITATIONS

OF

THE STUDY


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LIMITATIONS OF THE STUDY

1. The study is unable to escape the usual limitations due to constraints of

Time, Money and other resources.

2. The response of respondents may or may not represent their own

responses.

3. Most of the respondents were busy with their own routine and they

have no or less time to fill up the questionnaire.

4. Some of the units in the sample may not be the true representatives of

the population.


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BIBLIOGRAPHY


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BIBLIOGRAPHY

Kothari, C.R., Research Methodology, 2nded, Wishwa Prakashan, 2003

Katler,Phiplip, Marketing Management, 11th ed, Pearson Education,

2003

Sexena, Rajjan, Marketing Management, 1st ed., Tata McGraw hill,

1997.

Sharma, R.K & Gupta, S.K, Management Accounting, 7thed., Kalyani

Publishers, 1996.

Gupta, S.P., Statistical Methods, 1sted., Sultan Chand, 1995.

Jain, S.P & Narang, K.L, Basic Accounting, 1sted., Kalyani Publishers,

1996.

WEBSITES:-

http://www.milkfed.nic.in/mark.htm

http://www.Country Milkfoods.com/home.htm


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ANNEXURE


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QUESTIONNAIRE

Q1 Do you use the dairy products?

Yes ( ) No ( )

Q 2 Which Companys dairy products do you use? Please rank.

Country Milk ( ) Nestle ( ) Amul ( )

Wonder ( ) Rajat ( ) Uttam ( )

Others ________________________

Q 3 Please tick the name of the products used by you?

Flavoured milk ( ) Flavoured lassi ( )

Mango Rassila ( ) Yoghert fruit drink ( )

Curd ( ) Cheese ( )

Kheer ( ) Kaju Pinni ( )

If other please specify __________________________

Q 4 How often do you use the products of Country Milk mentioned below?

Once in a week ( ) More than once in a week ( )

Once in a month ( ) More than once in a month ( )

Occasionally ( )


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Q 5 How much quantity do you use approximately in a month?

0-10 ( ) 10-20 ( )

20-30 ( ) above 30( )

Q6 Which factors do consumers consider while purchasing the Country Milk

dairy products?

Price ( ) Quality ( )

Taste ( ) Brand ( )

Q 7 How much are you satisfied with Country Milk s products mentioned

below?

Very satisfied ( ) satisfied ( )

Neutral ( ) dissatisfied ( )

Q 9 Any suggestion, if you have?

_______________________________________________________

_______________________________________________________

Personal information

Name_______________________Address__________________________

Ph.No._______________

Thanks for sparing few minutes to fill the Questionnaire.

Country Milk.docx

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