RESEARCH REPORT

ON

“A Comprehensive Study of Coca Cola”

For The Partial Fulfillment of the Course

In

MASTER OF BUSINESS ADMINISTRATION

(Session: 2007-2009)

Submitted By: Manish Saran

ID No: 7MBA193

SKYLINE BUSINESS SCHOOL

122, Institutional Area

Sec- 44, Gurgaon - 122003

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PREFACE

Research report is an integral part of management courses. Project report experience refers

to knowledge and skills acquired by a student by participation in activities performed by

professional. It is distinct from an education in which theoretical knowledge is acquired.

The ability to develop solutions to practical through application of theoretical knowledge

is acquired by management students in the course of their Project report. It also helps the students

to develop professional competence and related skills as also to imbibe certain ethical values and

norms expected of professionals.

The soft drink industry has entered to booming phase and soft drink is available

everywhere like water. To monopolize market powerful projects are undertaken. This project is

an endeavor in that direction.

The development of soft drink market it is necessary to touch all areas and the soft drink

should be available in rural areas as well as in urban sector, now the companies are focusing on

rural market and the strategies for that are made and market research for the promotion is needed.

Marketing plays pivotal role in today‟s business scenario in consumer product Company, when

there is such a high competition in the market.

The emphasis in the project is providing the study and an insight into Indian FMCG

Business Scenario. The Summer Project is designed to provide participation of MBA program as

on the job experience. This has given a chance to try and apply the academic knowledge and gain

insight into corporate culture. This helps in developing decision-making abilities and emphasizes

on active participation by the student.

We undertook our Research in Coca cola Hindustan, a leading Bottler and Marketing

partner of the beverage. During the project, we had worked on the topic “A comprehensive

study of Coca Cola”.

We gained valuable experience & knowledge during the survey. The Project consists of

findings, data analysis & then SWOT analysis & conclusions were drawn and finally

recommendations were put forward.

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ACKNOWLEDGEMENT

The Research report will be incomplete without acknowledge giving my sincere, gratitude

to all persons who have helped me in the preparation of this research. First of all, I thank “GOD

ALIMIGHTY” for the blessings showered on me throughout this project work, which has

helped me in the successful completion of the training. I express our thanks to Hindustan Coca

cola Beverages Pvt. Ltd. for granting me the permission to work with the esteem organization. I

am also thankful to Mr.Vineesh Priyadarshan-(GSM) & Mr. Prithviraj – Area sales

manager (ASM) Hindustan Coca cola Beverages Pvt. Ltd who guided and helped us in all

possible ways they could, at every stage of the report.

My humble thanks are to Mr. Nitin Gupta (Quality Executive) for guiding me during

the research report. I would also like to thank all the Executives, distributors & staff of Hindustan

Coca cola Beverages Pvt. Ltd who provided us all the relevant information and their kind

support, on the basis of which this report has been prepared.

Lastly I would like to pay our special regards to my internal guide for their encouragement

and full support for completion of this report work.

MANISH SARAN

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TABLE OF CONTENTS

1. Introduction & Profile of Company

2. Objective of Study

3. Scope of the Study

4. Market of Soft Drink in India

5. Product/Services

6. Research Methodology

7. SWOT Analysis

8. Findings

9. Suggestions

10. Limitations

11. Conclusion

12. Bibliography

13. Annexure - Questionnaire

14. Outlets List

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INTRODUCTION

Modern age is full of competition. Today only way of success is your continuous efforts

towards the growing market needs and in satisfying them. It is the marketer job to know what the

market speaks i.e. the ever changing needs of the customer through market research & adopt

them fruitfully. It is must for all the companies to make policies according to the customers and

the government. Today, to succeed for any organization has to target its customer needs, to create

a culture in the organization i.e. market conscious & responsive to customer needs.

Soft drinks constitute one of the largest food industries in the world today. Soft drinks

industry has become big business in India in recent years.

The soft drink business under went major change with the entry of PEPSI and re-entry of

COCA-COLA in India in the late 80s when Parley with brands like Thumsup, Limca & Gold

spot was a clear leader. Coca-Cola took up the product line of parley in 1993-94; today both

brands are the Indians favorite soft drinks.

Tremendous advances have taken place in the process technology in the soft drink

industries in the past two decades.

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SOFT DRINK MARKET IN INDIA

Today India is one of the most potential markets, with population of around 900 million people,

the Indian soft drinks market was only of 200 cases per year. This was very low even compared to

Pakistan and Philippines. Population and potential market are two major reasons for major multinational

companies of entering India. They feel that a huge population coupled with low consumption can only

lead to an increase in the soft drink market. Another increase in the sale of soft drinks is the scorching

heat and the climate of India, which is suitable for high sale of soft drinks. All these factors together have

contributed to a 30%

growth in the soft

drinks industry. If the

demand continues growing at the same rate, within two years the volume could touch 1 billion cases. All

these factors are the reasons for the entry two giant of the soft drink industry of the world to enter the

Indian market. These two giants‟ Pepsi and coca-cola, themselves share 96% of the soft drink market

share. Rest is shared by Cadbury‟s Schweppes and other soft drink brands. But was the scene same 20

years ago? The answer is no. 1970 was the year of pure soft drinks campa cola and Parle people (Thums

up and Limca).

The major participants involved in the production and distribution of soft drink are

concentrate and syrup producers, bottlers and retail channel. Concentrate producers manufacture

basic soft drink flavors and retail channel refers to business location that tells or serves the

products directly to consumers.

Soft drink is not a product, which a person plans to buy before hand, but is an impulse purchase.

Lots of sale depends upon the strength of merchandizing done at the point of sale. It all begin in 1977, a

change in government at the center led the exit of coca-cola which preferred to quit rather diluting its

equity to 40% in compliance with the foreign exchange regulation act (FERA). The first national cola

drink to pop up was double seven. In the meantime, pure drinks exits, switched over to campa cola.

The beginning of 1980‟s saw the birth of another cola drink, Thums up, Parle the gold spot

people, launched it in 1978-79, as “refreshing cola”. By the mid-eighties Mc Dowell‟s launched thrill,

and by the late eighties there was double cola, which entered in India market, as a new-run out fit with its

plant in Nasik {Maharashtra}, in 1978 Parle, Indian soft drink‟s market (share 33%) with its gold spot

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and Limca brands. Later Thums up also started. At the same time the threat to the Indian soft drinks

was that of fruit drinks. In 1988, fruit drinks market was valued at Rs. 40 crore and grew at the rate 20%.

Coca-cola entered Indian by buying up to 69% of the 1,800 crore soft drink market {i.e. 5 Parle

export brands of Thums up, Limca, Gold spot, Citra & Maaza}. Today the scene has changed making it a

direct battle between two giant coca-cola and Pepsi. The picture will become clearer by looking at the

India market shares in the beverage industry.

One of the strongest weapons in coke armory is the flexibility it has empowered its people with.

In coke every employee, may he be a manager or salesman, have an authority to take whatever steps he

or she feels will make the consumers aware of the brand and increase its consumption. Thus coke

believes in establishing and nurturing creditability of the salesman and making commitment to grow

business in accounts. All these factors together led to a high growth in the Indian market and constantly

increasing market share.

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COMPANY PROFILE COCA-COLA (US)

Coca cola is a world leader in beverages, with revenues of about $35 billion and

over 180,000 employees. The company consists of the snack business of Frito-Lay

North America and the beverage and food businesses of Coca cola Beverages and

Foods, which includes Coca cola Beverages North America (Cola North America

and Gatorade/Tropicana North America) and Quaker Foods North America. Coca-cola International

includes the coffee businesses of Frito-Lay International and beverage businesses of Coca-cola

Beverages International. Coca Cola, the name and the product represent simple moments of pleasure for

consumers in nearly 200 countries around the globe.

Many of Coca-cola brand names are over 100-years-old, but the corporation is relatively young.

Coca-cola was founded in 1923 through the merger of Pepsi-Cola and Frito-Lay. Tropicana was acquired

in 1998 and PepsiCo merged with The Quaker Oats Company, including Gatorade, in 2001.

Coca-cola Company – Coca-cola (formulated in 1898), Diet coke (1964).

Mission of the Company: Continuously excel

to achieve and maintain leadership position in the

chosen businesses; and delight all stakeholders

by making economic value additions in all

corporate functions. Coca-Cola bottling plant

opens in 1950 in New Delhi, operated by pure drinks Ltd. In 1951 Bombay

plant opens, also operated by pure drinks Ltd. In 1953 and 1954 Calcutta & Kanpur bottling plant opens

cont. 1973 was the time when 22 bottling plant operated in 13 States. In 1978 Coca-Cola withdraws

Indian operations.

In 1992 KO resumes business operation in India in joint venture with JMRPCO. After that KO

acquires Parleys brands (Thums up, Limca, Maaza, Gold spot, Cintra, Rimzim.) 1994-Plants open in

Bombay, Calcutta and New Delhi. In 1996 Can, PET plant started in pune. 1998-First Greenfield plant

opens in Ahmadabad.

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HINDUSTAN COCA-COLA BEVERAGE Pvt. Ltd

In the network of the Coca-Cola system, Coca-Cola has either of the two bottling operation done

for the company.

1. COBO (Company Owned & Operated Bottling Operation).

2. FOBO (Franchise Owned & Operated Bottling Operation).

After 1993, when Coca-Cola re-enters India market, done a lot of changes in existing system of

soft drink market prevailing in India, by acquiring the major brands and the bottling operations from

Parle & after this company founded some of its own bottling operation in India.

In year 1997, company did a major investment of $700 million in India by purchasing other

bottling operations, all around India and introduces new technology in them. These bottling plants are

called Company Owned and Operation Bottling Operation. Company has full ownership and operational

right for these types of operations. The other type of bottling operation for the company are called

Franchise Owned and Operated Bottling Operation, to these, the company has given the right to produce

the product for the company and to supply with the territory assigned by the company. Company has no

ownership or operational right/ control over these.

In India Company have 26 COBO and 14 FOBO operations for the production and control of the

whole operation in India. These are divided in to various zones that are given in the marketing mix

section of this report.

Hindustan Coca-Cola Beverage Pvt. Ltd. First established plant is Hathras in India, second

largest plant is Dasna, and the largest one is in Bangalore. Hathras plant has 3 RGB filling l ines. The

RGB line operates at mechanical efficiency of 90%. Company doesn‟t have the facility for filling Maaza

(RGB and Tetra Pack) a Mango flavor drink of Coca-Cola, pet bottling and water plant.

Coca-Cola buys a numbers of bottlers in India. Integration of all bottling units into one Indian

Company bottler, Hindustan Coca cola Beverages Private Limited (HCCBPL) comes into its

existence in 1997-1999. In July 2005 HCCBPL becomes a separate bottling entity (CBO) reporting in

bottling investment group (BIG), Atlanta.

Today, the world‟s preferred soft drink; Coca-Cola is one of the world‟s best-known and most

admired trademarks, recognized by more than 90 percent of the world‟s population.

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PLANT LAYOUT

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ORGANIZATION STRUCTURE

Hindustan Coca-Cola Beverage Private Ltd.

GENERAL SALES MANAGER

(Mr. Vineesh Priyadarsan)

AREA SALES MANAGER

(Mr. Prithaviraj)

GENERAL MGR. TERRITORY DEV. MANAGER

(Mkt. Depts.) AREA DEV. Co- (Mr. Gaurav Chaturvedi)

PRODUCTION MGR. QUALITY CONTROL

MANAGER

SHIPPING MGR MARKETING EXECUTIVE CUSTOMER EXECUTIVE

SALESMAN

TRANSPORT MGR

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BUSINESS SEGMENTS

The KO Group is divided into main three-business segments- Beverage, Juice & Mineral

Water. It has a leading market position in each of its three business segments. Their balanced portfolio

produced a solid business performance. Products, which look to the future, ensure that we will be well

placed in growth markets.

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THE PRESENT POSITION OF COKE IN INDIA

Indian Beverages industry‟s volume is Rs. 1200 Crores and it is dominated by two

player‟s viz. Coke & Pepsi only. This high profile industry has lot of potential for growth as per

capita consumption in India is 8 bottles a year as compared to 20 bottles in Sri Lanka, 14 in

Pakistan, while 12 bottles a person in Nepal.

Coke is a house holds name and is the lips of every one. In present time every person

knows the name of coca cola since India is one of biggest market and sultry summer from

March to the end of October and huge population has immensely helped in the sales of coke

in India and its making it more economical.

Last years, the market share of Coca Cola was not specific. In this year company‟s top

management adopted new policy and decreased the rate of all brands of coke. By this decision

top management determined the rate of 300 ml / 7 Rs and they made a new brand of 200 ml

determine the rate of this brand 5 Rs. By which medium size family and lower level family can

be enjoying coke. By this decision company‟s marketing share has been increased.

In present time coke is captured approximate 70% market share in cold Dinks line. Now

coke has defeated all the soft drinks company. According to service and according to advertising

coke has appropriate position. It has now emerged as the winner and has a good image in the

market.

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INGREDIENTS OF SOFT DRINK:

Coca-Cola uses only the finest ingredients to make their beverages. Coca cola to guarantee their

consumers consistent quality, each ingredient must pass through high standards, rigorous quality control

tests and strict bottling procedures.

Coca-cola products contain natural flavors, including extracts of the kola nut, flavor oils derived

from natural sources such as citrus and other fruits. Caramel (made from corn sugar) adds color and

flavor to colas. Other ingredients add a refreshing taste: phosphoric acid in colas; citr ic acid and sodium

citrate in Mazza. Coca-cola also put a freshness date on every can and bottle. Soft drinks may lose some

flavor over time so freshness date tells consumers when the product is freshest and best tasting.

Every can and bottle of coke products has a Nutrition Facts panel, which shows the number of

calories and other nutrients per serving. There is essentially no fat in any coke product. The main

ingredients found in Coca-Cola products include carbonated water, carbohydrates, sugar, sodium,

potassium and caffeine. For a complete breakdown by ingredients by product, see coca-cola product

information for Thumsup, Diet Coke, Mazza, sprite, Fanta, Limca & Kinley water.

Ascorbic Acid

Another name for Ascorbic Acid is Vitamin C. The Ascorbic Acid used in carbonated soft drinks

functions as an antioxidant to protect the flavors, color, and taste. In some beverages, its also add it to

provide the nutritive value found in Vitamin C.

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Aspartame

Aspartame is a sugar substitute used in diet beverages and many other food products. Aspartame

is made of the same building blocks as protein, so it is considered a "nutritive sweetener," but the very

small amounts used in diet drinks contribute no calories.

Blue1

Blue 1 is a FDA-approved food coloring used in a variety of products such as jellies, condiments,

puddings, and beverages.

Brominated Vegetable Oil (BVO)

Brominated vegetable oil has been used by the soft drink industry since 1931. It is a widely used

food additive that has been extensively tested and approved by the U.S. Food & Drug Administration.

Brominated vegetable oil is derived from soybean oil that has been modified in order to keep the

flavoring oils well blended.

Caffeine

Caffeine provides a characteristic flavor to soft drinks. Caffeine is naturally found in coffee, tea

and chocolate. For comparison, an 8-oz. cup of brewed coffee can have from 85-120 mg of caffeine on

average, while an 8-oz. serving of coca-cola contains about 25 mg of caffeine. An 8-oz. cup of coffee

therefore contains 3-4 times as much as caffeine found in a caffeinated colon. There is no caffeine in

Caffeine Free Coke, Caffeine Free Diet Coke, Kinley, Mazza, Sprite & Fanta.

Caramel

Caramel is a flavoring that is added to some of beverages.

Citric Acid

Citric Acid can be found in citrus fruits such as lemons and oranges. Citric acid is used to bring

out the flavor of other ingredients and imparts a tang or tartness to beverages. Citric acid is not Vitamin

C. The same fruits that have citric acid often have Vitamin C but the technical name for Vitamin C is

ascorbic acid.

Gum Arabic

Gum Arabic is a purified natural vegetable gum obtained from the acacia tree and is used in

keeping carbonated beverages well blended.

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High Fructose Corn Syrup

High Fructose Corn Syrup (HFCS) is a sugar derived from corn and provides sweetness and taste

to beverages. HFCS has the same sweetness as table sugar (sucrose) and has almost the identical

composition of fructose and glucose.

Natural Flavoring

Natural Flavorings are flavoring ingredients that are the essences or extracts derived from natural

plant sources. Natural Flavorings are what gives a product its distinctive flavor and taste. Coca-cola

products are the only products with these distinct flavor blends, which are considered part of our secret

formula. The term natural flavor is defined by the food and drug administration and all of our natural

flavorings meet this definition.

Phosphoric Acid

A small amount of phosphoric acid is added to soft drinks. However, it is greatly diluted and is

fully approved by the U.S. Food and Drug Administration for use in soft drinks. Phosphoric acid provides

tartness, essential to a well-rounded flavor. Phosphorus, like calcium, is an essential mineral in bone. It is

widely distributed in the food supply, including fish, milk, meat, eggs and cereal grains.

Potassium

Potassium in Coca-Cola products may come from water or as part of certain ingredients. For

example, potassium may be combined with benzoic acid, which helps prevent spoilage and flavor

changes. Potassium is an electrolyte that helps meet the mineral needs of active people.

Quillaia

Quillaia Extract is a purified extract derived from the bark of the Quillaia tree. It is carefully

selected based on its characteristics. It is cooked, filtered and pasteurized. It is FDA-approved, non-

hazardous. Quillaia is found in some of our frozen drinks.

Red 40

Red 40 is a FDA-approved food coloring used in beverages.

Sodium

All of our products are "low sodium" and contains less than 110 mg per eight-fluid-ounce

serving. A number of beverages have less than 35-mg sodium per serving, so they are considered "very

low sodium" products.

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Sugar

Regular soft drinks and sports drinks are sweetened with sugar. There are many types of sugar

available today. In soft drinks and sports drinks, the sugar is primarily high fructose corn syrup, which

comes from corn.

Total Carbohydrates

Total carbohydrates include the sugars and any carbohydrate-like parts of ingredients, such as

organic acids. Although diet drinks may have no sugar, they may contain more than half a gram of

carbohydrate.

Yellow5

Yellow 5 is a FDA-approved food coloring. Used since 1916, it is found in a variety of products

such as skim milk, yogurt and macaroni and cheese.

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COMPETITIVE ARENA

The soft drink market all over the world has been witnessing a neck to neck battle between the

two major players, Coca-Cola and Pepsi since the very beginning. The thirst quenchers are trying hard to

have the major chunk of the pie of carbonated soft drink market. Both the players are spending their

energies in building capacity, infrastructure, promotional activities etc.

Coca-Cola being 11 years older than Pepsi has dominated the scene in most of the soft drink

markets in the world and enjoying leadership

in terms of market share. But the Coca-Cola

people are finding it hard to keep away Pepsi,

which has been narrowing the gaps regularly.

The two are posing threats to each other in

every nook and corner of the world. While

Coca-Cola has been earning most of its bread

and butter through beverage sales, Pepsi has a

multi products portfolio with some portion

from the same business.

The two warriors are face to face once again here in India with different strategies and tactics to

attack the rival. Coca-cola is focusing upon the joint ventures with the existing bottlers {FOBO}

franchise owned bottling operations to enhance its control on manufacturing and marketing of its

products range and attain the quality standards of its class.

Countering it Pepsi has taken the battle in its own hands by floating as investment of $ 95 billion

to set Pepsi Company. India holdings, as subsidiary for {COBO} company owned bottling operations.

Both the companies are following different path to reach the same destiny i.e. to fetch the bigger portion

of aerated soft drink market. Both consider India a huge potential market, as per capita consumption here

is a mere 3 serving annually against the world average of 80. Therefore, they are putting in their best

efforts to woo the Indian consumer who has to work for 1.5 hours to buy a bottle of soft drink. In

comparison to the international norms minutes, a major hurdle to cross over for both the athletes for

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getting no.1 position comparison to the inter. Coca-cola is well set with its 53 bottling sites through

out the country giving it an edge over competition by processing a well-built bottling and distribution set-

up. On the other hand, Pepsi, with two more years in India, has been able to set an image of a winner in

India and has been able to get the pulse of the India soft drink market. The soft drink giants are leaving

on stone unturned and her for the long terms.

Coca-cola has been penetrating the market through its wide product range with a determination to

change consumption pattern of soft drink in India. Firstly, they upgraded the whole industry by

introduction 300 ml bottles, which in turn had given the industry a booming growth of 20% as compared

to the earlier 5%. They want to develop a coca culture here and are working on a strategy to offer soft

drink in every possible package. In coca-cola camp, the idea of competition has not

come from Pepsi, but from the other beverages such as tea, coffee, Nimbu-Pani, water

etc. Pepsi is quite aggressive in its approach to Indian consumer. They are desperately

working on the strategy to be winners in the hot cola war between two big barons.

According to Pepsi philosophy, it‟s the madness that encourages executive to think, to

conjure up those creative tactics to knock the fizz out their competition. Pepsi had

plumbed a large on the visibility of its blue red and white logo. They have been going with aggressive

marketing by putting Amir Khan, Akshay Kumar in their advertisement to endorse their brand, the

role models for its targeted consumer the teenagers. They have increased the fizz in the market place by

introducing the dispensers called fountain Pepsi and have been enjoying a lead over its rival there.

Coca-cola on the other hand, has been working on the saying slow and steady wins the race‟s side

by retailing to every more of its competitor. They have procured the shield of Thums up with a handsome

market share in Indian soft drink market.

Countering Pepsi‟s international commercial that used two chimpanzees to cock a snoop at coke,

Thums up come with the ad line, “don‟t be Bandar, taste the thunder”. Also Thums up has been

positioned now very near to that young image of Pepsi and giving it a though time.

These cool merchants have put everything on fire. It coke got the status of the official drink of wills.

World cup, Pepsi blushed as nothing official about it. As Thums up projected as „saaree jahan se

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achcha‟ Pepsi was passionate enough with „freedom to be‟ and now the “yeh dil mange more”

when Thums up came with thunder blast, the other offered „Pepsi stuff card‟. If red is meant for coke,

Pepsi has chosen to be blue.

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COKE’S MARKETING STRATEGIES

Coke decides on its marketing strategies at a national level and lends them a local

flavor. For example, while festival mood plays a strong role in marketing, it is

activated for Durga Puja in Calcutta; Dandiya in Gujarat, etc., Coke has

its focus on the youth market in India.

As a first step toward catching the attention of the youth, coke

signed on cricket hero‟s Yuvraj Singh. It slowly started talking about youth passions like

cricket, films, festivals and food. Soon the advertisements started giving the message, “Eat Cricket,

Sleep Cricket, Drink only Coca-Cola” And now it has started modifying film hits to frame catch lines

that appeal to the youth. This particular strategy has worked well for coke.

Coke is focused on distribution to ensure that its products are within customer’s reach. And

it saves its focus has begun to pay it dividends. As per mid-1998 figures coke is selling as many

bottles in the hinterland of Punjab as it does the four metros.

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THE FUTURE OF COCA COLA

While doing business overseas offers coke wonderful growth opportunities it also has its own

disadvantages. The economic slowdown in various overseas markets and the strong dollar had their

impact on coca-cola revenues and bottom line in 1998. But the company is optimistic about the future.

M Douglas Investor, the Chief Executive Officer of the Coca-Cola Company says, “This past year

2006 has been a challenging period for the Coca-Cola Company as economic environment became more

uncertain in the later part of 2006, and we strongly believe that our fundamental opportunities for long

term growth have not changed”.

As long as maximization of share holder wealth remain Coke‟s focus for its

future is assured Goizueta had stated and proven to the world that focus on

shareholder wealth does more good to the company than focus on revenues and it is

not that coke does not enjoy volumes for it is world‟s No.1 soft drink manufacture. It is not content with

this title and is aiming at higher volumes year after year. Surely coke will continue to grow. Point on

Roberto had reduced the company basically to its trademark and the returns are so astronomical as to be

off the boards. It just absolutely added a jet engine to their performance.

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COCA COLA GLOBALIZATION STRATEGIES

The coca-cola company is global player and approximately 70 % of its volume and 80 % of its

profit come from outside the United States of America. Although it was perceived as a standardized

brand across the world, coca-cola had been quietly fine turning its international marketing strategies to

suit the needs of individual national markets. Only the brand coca-cola, Sprite and Fanta were marketed

globally. In Latin America and Europe, where heavy consumer‟s preferred existed for lemon lime and

orange soda.

Coke had developed a wide range of formulations and flavors to cater the

needs of different countries. In ei Salvador and Venezuela, a version of

Fanta called Fanta kolita a cream soda type of drink became extremely

popular. Similarly, in Indonesia coke had been selling pineapple and banana

Limca, Maaza and Thums up in 1993.

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A 100 YEARS OF THE CURVY GLASS BOTTLE OF COCA COLA

Coca-Cola Company marks a mile stone on Wednesday, 24th March 1899

Chattanooga; Tenn. where its first bottling plant was started 100 year ago by

two men struck one of the most lucrative business deals in US history.

Joseph whitehead and Benjamin Thomas offered coca-cola company owner Asia Candler a

dollar for the right to bottle soft drinks in 1899. Today 1 billion soft drinks are sold each day in more

than 200 countries around the world. Candler had purchase what would become the cola company for

$2,300 eight years earlier from john Pemberton, an Atlanta pharmacist who astonished the world. Candler

though the bottling venture would never succeed, but he signed the contract with white head and Thomas

any way, “and the rest is history”, bob Lovell, vice president of marketing for coca-cola bottling

company. United inc., said in telephone interview from Chattanooga.

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COKE’S BOTTLING STRATEGIES

In the soft drink business the bottlers are

responsible significant extent for ensuring the

availability of the products. Bottlers are supplied with

concentrate to which they add aerated water and

ingredients before packing and sealing either cans or

bottles. Bottlers play a strategic role in the success of

soft drinks companies and this was not far from Goizueta‟s mind.

In 1986 the company merged some of its company owned bottling

operations with two large ownership groups that had been put up for sale.

All these bottling activities were combined to from its own subsidiary

Coca-Cola Enterprises (CCE) to handle bottling operations. The Coca-

Cola Company took 49 percent equity stake in Coca-Cola Enterprises enabling it to retain its own balance

sheet.

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PROMOTION: THE COCA-COLA WAY

Goal - “To Have Coke Available within an Arm’s reached of Desire”.

Consumer activity clusters:-

Grocery shopping

Other shopping & services

Eating and drinking

Entertainment / Recreation / Leisure

Travel / Transportation / Hospitality

Educational

At Work

The 3A’s:-

The strategy for reaching in creasing numbers of consumers in India is based on the belief that consumers

will buy our products it they are Available, Affordable and Acceptable.

Strategies for the 3A’s

Focus on the consumer and customer.

To provide quality customer services, and caring about the quality of performance in respective jobs.

Caring enough about what we do, to it the best we know how.

The 3A‟s is Coca-Cola underlying strategy for meeting its goal to reach increasing numbers of

consumer‟s. How does coke position its limited resources to help meet its good? Let us explore the

specific ways in which the Coca-Cola system addresses each of the 3A‟s:-

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Availability

Some of the ways in which the Coca-Cola Company hopes to increase availability of its

product include improved or innovative packaging, dispensing systems, distributions system, and

marketing.

Affordability

The ways to address affordability

include pricing decisions, as well as resource

management to make its product available at

a price affordable to the consumer.

Continually processes more efficient and

therefore more cost-effective.

Acceptability

Making coca-cola brand products the beverage choice for any occasions depends on a

variety of strategies to reach the target audience. The common strategies adapted to effect

acceptability were though sponsorships, promotion youth market activities, community programs,

and other activates.

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DISTRIBUTION IN THE COCA-COLA SYSTEM

Getting Products to Market

One of the values of the coca-cola system is presence that coca-cola should exist everywhere. To fulfill

this goal, coca-cola not only produces products, but also has an effective system to distribute them all

over India.

Distribution

Distribution Sales + Delivery + Merchandising + Local Account Management.

Distribution of Coke‟s products includes the activities of sales, delivery merchandizing and local

accounts management. These are two major types of distribution systems:-

Direct and Indirect

In direct distribution, the bottler partner direct control over the activities of sales, delivery, merchandizing

and local account management.

In indirect distribution, an organization which is not a part of the coca-cola system has control of one or

more of the distribution elements (sales, merchandizing and local accounts managements).

With direct distribution there are two types of sales:-

Advanced sales and conventional sales.

In conventional sales, all the distribution activities (Sales, Delivery, Merchandizing and Local Accounts

Management) are performed by the same persons.

In advanced sales, sales and delivery are performed by different people within the coca-cola system.

Difference between customer and consumer.

A consumer is some one who drinks coca-cola products.

A customer is a business location which sells or serves coca-cola products to consumers.

29

Merchandizing

One the products are delivered to the customer‟s they are promoted at the point-of-purchase to maximize

the company‟s sales opportunities, merchandizing involves looking at the presentation of the products

through the eyes of the consumers. It is an on-going process that help the company present its products

properly to the consumers in the market place for instance, is the display attractive? Are the product

neatly organized.

Presenting the Products

Coca-cola presents its products for sale in four different ways. They are as follows:-

Secondary display

Coolers

Vending machines

Post mix / pre mix

30

OBJECTIVE OF STUDY

The purpose of research is to discover answers to questions through the application of the

scientific procedures. The main aim is to find out the truth which is hidden and which is not been

discovered yet.

Our main objective is to find out the solution of those problems which are the main

barriers in the promotion of Coca-cola in rural market.

To find out the problems faced by the channels of distribution.

To find out the quality of the products in the market.

To find out the response time to resolve quality of the products in the market.

To find out the clarity of communication & execution support from the company on trade/consumer

related promos.

To find out the levels of satisfaction among the retailers towards SGA.

To find out availability of Coke & Pepsi in the outlets.

To find out the support from the company for enhancing brand image through POP & POS materials.

For this I have to do retailer survey (in sector 4 Noida , Atta market nawa bass sector-

4,5,6,7,15,18,28,29,30,32,37 routes) in order to find out market share of coca cola with their

competitors & also find out the issue related with the retailers w.r.t the KO company. A questionnaire is

to be prepared in order to get the frequency of issues related with the retailers.

31

GUIDELINES FOR CONSTRUCTING QUESTIONNAIRE / SCHEDULE

The researcher must pay attention to the following points in constructing an appropriate and

effective questionnaire or a schedule:

(1) The researcher must keep in view the problem he is to study for it provides the starting point for

developing the Questionnaire/Schedule. He must be clear about the various aspects of his research

problem to be dealt with in the course of his research project.

(2) Appropriate from of questions depends on the nature of information sought, the sampled

respondents and the kind of analysis intended. The researcher must decide whether to use closed

or open-ended questions. Questions should be simple and must be constructed with a view to their

forming a logical part of a well thought out tabulation plan. The units of enumeration should also

be defined precisely so that they can ensure accurate and full information.

(3) Rough draft of the Questionnaire / Schedule is prepared, giving due thought to the appropriate

sequence of putting questions. Questionnaire or schedules pervasively drafted (if available) may

as well be looked into at this stage.

(4) Researcher must invariably re-examine, and in case of need may revise the rough draft for a better

one. Technical defects must be minutely scrutinized and removed.

(5) Pilot study should be undertaken for pre-testing the questionnaire. The questionnaire may be

edited in the light of the results of the pilot study.

(6) Questionnaire must contain simple but straight forward directions for the respondents so that they

may not feel any difficulty in answering the questions.

32

RESARCH METHODOLOGY

Research in common parlance refers to a search for knowledge. One can also define research as a

scientific and systematic search for pertinent information on specific topic. In fact research is an art of

scientific topic. Some people consider research as a movement, a movement from the known to

unknown. Research is an academic activity and as such the term should be used in a technical sense.

research comprises defining and redefining problems, formulating hypothesis or suggested solutions;

collecting, organizing and evaluating data making deduction and reaching conclusion; and at last care

fully testing the conclusion to determine whether they fit the formulating hypothesis . social science

define the research as the manipulation of things, concepts or symbol s for purpose of generalization to

extend ,correct or verify the knowledge aids in construction of theory or in the practice of an art.

Research is thus an original contribution to existing stock of knowledge making for its advancement. The

systematic approach concerning generalization and the formulation of the theory is also research.

33

DEVELOPING RESARCH PLAN

After deciding the objective of marketing research the next step is deciding research plan for

gathering effective information related to this research project. The research consists of following steps,

which are discussed subsequently.

RESEARCH DESIGN

Descriptive Research: In my market survey descriptive research process was carried out to describe

the market characteristics, consumer profiles, distribution strategies, and market potential.

Data Source: During project study I use both primary as well as secondary data source. For primary

data collection I visited various retailers in Noida & for secondary data I went through Books,

Journals & Internet. The information collected is relevant, correct & unbiased.

Research Design: I followed survey technique for collecting the data in market survey research

approach. Here, I carried out information from retailers have carefully selected the instrument &

methods of surveying like I have chosen personal contact methods because of higher response rate &

meaningful responses this helped me to get the general feedback in coke, etc.

Research Instrument: The research instrument used was RSS form. In which market information

detail of each outlet should be filled in RSS form. For this I have visited selected outlet of

Noida/Ghaziabad & check all the brands & packs of Coke & Pepsi which are available or not or

which one is available in comparison with Pepsi & filled it in RSS forms. In my research process I

have used closed ended & open-ended questionnaire where respondents could answer in their own

manner. Through this I was able to extract information from the respondents about Coke‟s products

& the competitors. I marked its response as 1 or 2 which implies as Not satisfied or satisfied. If

it satisfies me than its fine but if it‟s not satisfying me than find out the issue due to which it comes

into act.

34

Sampling Plan:

In designing the sampling plan following points were considered:

Sampling Unit:

It includes who is to be a surveyed retailer of Noida/Ghaziabad.

Sampling Size:

I have surveyed about selected outlet of the area specified to me so size would reach up to 100

retailers.

Contact Method: In my research process, I have collected information through personal interview

process with the help of RSS Form. Form given by the company because it is the most reliable &

accurate method for collecting primary data. Through this, the analysis of body language & facial

expressions can be made.

Methods of data interpretation:

In this market study I have used pie chart for data analysis & interpretation because pie chart is the

easiest & comprehensive medium for presentation of data.

35

ANALYSIS

MARKET SHARE OF COCA COLA VS PEPSI IN THE MARKET

In present situation of coca cola is very good in the market. The company has good market share

approx. 67% and remains 33% market share covered by his close competitor Pepsi in this area.

Last years situation was not that. Last years market share of coca cola and Pepsi was app. same in

the market but in this year company adopted new strategy and provided good service and provide more

and more customer satisfaction company top management have taken a good decision in this year.

Decision was that the flavor‟s entire rate should be decreased by which lower level people can be

enjoying coke and the company provided a new flavor of 200 ml in the birth rupees of 5. This brand have

got good position in middle level and lower level family so by the virtue of good strategy company have

got good market share approx. 67% right now coke position is much more stronger than Pepsi.

Channel of Distribution

Company

Manufacturing goods

Distributors

Dealer Company Vehicle

Retailer Retailer

Consumer Consumer

36

Product Variation in the Market

Coke Pepsi

Cola Cola

(Pepsi)

Coca cola Thumsup

Orange

(Fanta) Orange

(Miranda)

Fanta orange Fanta green apple

Fanta water melon

Clear lemon Clear lemon

(Sprite) (7up)

Cloudy lemon Cloudy Lemon

(Limca) (Lemon Miranda)

Fruit Fruit

(Maaza) (Slice)

Maaza orange Maaza lemon

Maaza pineapple Soda

Soda (Lehar Evervess)

(Kinley)

Mineral water Mineral water

(Kinley) (Aquafina)

37

RATE LIST-2008

Brand Basic Rate Amt. Vat charge @ 12.5 % Total

200 ML 149.33 18.67 168.00

300 ML 190.22 23.78 214.00

SD 300 ML 129.78 16.22 146.00

SD 500 ML 224.00 28.00 252.00

600 ML 394.67 49.33 444.00

1.25 LTR 337.78 42.22 380.00

2 LTR 364.44 45.56 410.00

DT 330 ML 444.44 55.56 500.00

330 ML 444.44 55.56 500.00

KIN 500ML 144.00 18.00 162.00

KIN 1 LIT 97.78 12.22 110.00

FRUIT JUICE

Brand Basic Rate Amt. Vat Charges @ 4 % Total

MZ 200 ML 278.85 11.15 290.00

MZ 250 ML 205.77 8.23 214.00

MZ 600 ML 530.77 21.23 552.00

MZ 1200 ML 480.77 19.23 500.00

MMPO 400 ML 509.62 20.38 530.00

MMPO 1.2 LTR 600.96 24.04 625.00

38

COMPETITIVE MARKET SHARE BETWEEN KO/ PC

Cola

Pepsi = 45%

Coke = 35%

Thumsup = 20%

Orange

Fanta = 75%

Mirinda = 25%

39

Cloudy lemon

Limca = 80%

Lemon Mirinda = 20%

Clear Lemon

Sprit = 75%

7UP = 25%

40

Mango

Maaza = 80%

Slice = 20%

Soda

Kinley = 50%

Lehar Evervess = 50%

41

Can

Coke = 40%

Pepsi = 60%

Pet

Coke = 60%

Pepsi = 40%

42

Kinley Water

Kinley = 80%

Aquafina = 20%

Total Product

Coke = 67%

Pepsi = 33%

43

FACILITIES PROVIDED BY THE COMPANY TO THE RETAILER

1. VISI COOLER

65 Liter

110 Liter

120 Liter

165 Liter

200 Liter

210 Liter

220 Liter

300 Liter

320 Liter

330 Liter

500 Liter

{According to outlet nature, volume & investment of the outlet}.

2. SCHEMES OF VOLUME PURCHASE

Cash discount

Card discount (sampling)

3. DISPLAY MATERIAL

Stickers

Banners

G.S. Boards

D.P.S. Boards

Racks

Counters

Umbrellas

44

ANALYSIS OF RSS FORM

1. Timely Supply of Finished Goods

2. Quality of Product We Supply

45

3. Response Time to Resolve Quality

4. Clarity of communication & Execution support from the Co. on

Trade/consumer related promos.

46

5. Response Time by External Service Agency for SGA Complaints

6. Support From Company for Enhancing Brand Image through POP & POS

Material Supply, Painting Etc

47

48

ELEMENTS OF THE TRADE

JO DIKHTA HAI WHO BIKTA HAI: - This is a company slogan, it is to increase the visibility

of the product, the company stresses more on increasing the number of outlets than on the volumes

of sales. That is the reason of the company providing visibility courses to the shopkeepers.

A BOTTLE THAT IS CHILLED IS SOLD: - In the industry it is considered that a bottle is

chilled or putting in cooling compartment is sold. That is the reason the policy providing triage‟s

come up because according to the contract the shopkeeper has to keep only & only Coca-cola‟s

products in the visicooler.

A BOTTLE LOSS TO COKE IS A GAIN TO PEPSI: - The competition is so strong between

the two companies i.e. fighting is on for each bottle that is to be sold in the market. Competitive

bidding goes on for each & every prestigious outlet in their region. Monopolizing entries & fast

foods joints is their first priority.

EMPTY kA HI KHEL HAI: - [Empty plays an important role]: - As discussed earlier the

distribution points keeps on putting up distribution schemes for retailers i.e. like two bottles of

solution free with the purchase of every one carat of solution. Now these schemes have timed well

keeping minding the environmental conditions & schemes provided by the other company. These

schemes are of twenty-four hours duration. If a scheme is launched & there is no empty in the

market for refill, the whole effort goes in vain that is the reason why we said empty ka hi khel hai.

The promotion budget is set by the Head Office and thereby is distributed among the different

bottler‟s all over the country on the basis of there past performances & requirements.

49

DISTRIBUTION STRATEGIES

A Company can choose any of the following distribution types: -

Exclusive Distribution

Selective Distribution

Intensive Distribution

“Coca-Cola” Has Adopted The Intensive Distribution Strategy .

INTENSIVE DISTRIBUTION:

A Strategy of intensive distribution is characterized by placing the goods or services in as many

outlets as possible. When the consumer requires a great deal of location convenience, it is important to

offer greater intensity of Distribution. This strategy is generally used for convenience items such as

Tobacco, gasoline, and soap, snack foods & bubblegum.

Manufactures are constantly tempted to move from exclusive or selective distribution to more

intensive distribution to increase their coverage and sales and you could find Coke in nursing homes,

confectionery shops, departmental stores; you name it & Coke is available there.

DISTRIBUTION CHANNEL REDIFINED

Coke has redefined distribution to strengthen their competitive advantage in the emerging

consumer and market scenario. Their earlier focus was to drive wide availability and enable easy access

to their brands for consumers. Now they seek to go well beyond this distribution paradigm. Their new

approach is more holistic touching consumers in multiple ways at the point of purchase and more

importantly, creating opportunities for customers to receive brand message and experience our brands.

They are proactively addressing these emerging trends by approaching distribution and channels

in a much broader way. They are shifting emphasis from mere reach or availability expansion to touching

consumers with a 3- way convergence- of product availability, brand communication and higher level of

brand experience.

50

They are thus going beyond delivering products and creating greater engagement and

interaction around the purchasing experience.

Coke‟s reinvention of distribution is built on an understanding of emerging consumer trends, the

retail environment and the growth drivers of our brands.

Coke‟s distribution system is a key external resource. Normally it has taken years to build and

cannot be easily changed. It ranks in importance with key internal resources such as manufacturing,

research, engineering and field sales personals. It represents significant corporate commitment to set

policies and practices that constitute the basic fabric on which is woven an extensive set of long run

relationship.

51

Global Strategies Adopted By Which Coca-Cola Becomes No.1

Drink Today

Coke policy of listening closely to its salesman.

Coke reacts immediately to suggestions.

Coke is providing financial support to the week bottles in the form of interest free loans to

upgrade their operation.

Coke selling marketing effort has become cola centric.

Apart from the capital cost of the plant and equipment, the bottler has to invest in bottles,

carat, trucks and the cooling structure (Visi cooler, icebox) at the retail point.

To plan the proper utilization of manpower.

To identify the activities where we can save time.

Emphasis should be given on quality value and satisfaction.

Customer retention is essential.

More emphasis on direct and on line marketing

52

Analysis of Data

As we go along in the market there was mix reaction in terms of market share of Coke. In some

area the Pepsi was doing better than its competitors and in some other area it was other way around there

was some brands of Coke which were exceptionally doing well like Thums up which was far ahead of its

competitor namely Dew which was brand of Pepsi and in some outlets people were only having Thumsup

which give other brands run for their money. As in the case of other brands of Coke like Mazza which is

a Non carbonated drink was good in demand practically in all areas.

There are some analyses made during the process:

Soft drink business‟s behavior is not governed by brand loyalty so the availability of the right brand, at

the right place, at the right time is the key for winning consumer in soft drink business.

The most important and satisfying observation was that, Coke had approximately 67% market share

which sell only Coke brands and 85%mixed in the soft drinks market in Noida/Ghaziabad and some of its

brands like Sprite and Limca were performing above standards.

The present distribution system of Coke is the best in the entire FMCG industry in Noida/Ghaziabad. The

enhancement in the distribution network would definitely increase the market share of Coke.

The retailers played a very critical role in the increment in the sales volume of the product and they had

to be kept satisfied in order to increase the market share by offering better schemes, discounts, display

materials such as VISI‟s, racks, counter, signage, wall paintings and better amount for purchase of shelf

space for display.

The existence of sub-dealers and super stockiest are also the major area of problem, as they do not move

the schemes and other display materials and incentives information to the retailers, which is one of the

reasons for the dissatisfaction of retailers.

The cut throat competition between COKE and PEPSI had lead to the never ending cola war and price

war which has brought down the profit margins which is one of the major grievances apart from the

common complains pertaining to schemes, incentives and display materials. Another critical issue was

the presence of duplicate products of Coke in the market. The details of these outlets have been

surrendered to the company for action against these outlets.

53

SWOT ANALYSIS

STRENGTH

Beverage is a well-established industry, so it has a good reputation in the market.

Advertising of soft drinks is much more aggressive in market.

Backed by huge promotion at national & international level.

Lot of SGA‟s provided in the market.

Coke is attracting new generation segment due to availability of fountains especially in Noida;

there is no fountain machine of Pepsi available whereas Coke has many.

WEAKNESS

Non-fulfillment of commitments on time, made to shopkeepers/retailers.

Incompetent salesman who do not give the schemes in the market regularly.

Unavailability of various demanded flavors like Thums up & Mazza during peak season.

Not proper control over distribution network.

Decrease in consumption due to cold.

OPPURTUNITY

May tie up or liaison with major showrooms, computer centers & restaurant.

Huge publicity of Lemon Limca has created a lot of demand.

Company has brand equity in the eyes of customers, so its new products can easily penetrates in the

market.

Untapped market.

THREAT

Threat of competitors new brand entry in the market in near future.

Restrictions made by Govt. agencies that soft drinks are harmful & non-nutritive.

Natural juice are now available whose price are less or same as soft drinks.

54

FINDINGS

After visiting nearly 100 outlets I have found there are there are some common problems of

retailers, which are:

1. The problem is of non-availability of some tasty flavors in market during peak season.

2. Every retailer wants that vehicle should come in the morning so that they will keep the bottles

in the fridge as soon as possible.

3. One of the major problems is that most of the chilling equipment is not in good working

conditions. Retailers have complained many times but no response is being taken.

4. Majority of retailers is asking about Boards, Openers & Counters.

5. Delay in replacement of burst bottles.

6. Sampling due.

7. Some shopkeepers do not get scheme on time.

8. Some shopkeepers require signage.

9. It was found that at some outlets, Coke‟s SGA is filled with the competitor product.

10. All the retailers appraised the regular supply of the company‟s products.

11. Also at some places Coke‟s signage is still hanging in spite of no transactions with those

outlets.

55

SUGGESTIONS

Coca Cola, the choice of Generation next is providing the first choice of young generation. A

young generation wants something strong in cold drinks & thus prefers Thumsup.

Company should appoint competent & honest salesman so that they could provide schemes to

the entire retailer‟s & cover their full route.

It is often seen that some salesman do not intimate schemes to the retailer & few of the

retailers complained about it. So there should be frequent visits of Customer Executives to

their respective areas to keep the shopkeepers benefited with various schemes.

Delay in starting of supply vans from respective depot should be checked & a proper time

register should be maintained.

Most of the retailers are complaining about non-fulfillment of commitments regarding

their sampling. Company should make sure that the retailers get the sampling on time so that

they are satisfied.

Most of the retailers are complaining about delay & no replacement of burst bottles.

Marketing Management should sort some solutions to this major problem of replacing burst

bottles.

Half filled bottles should also be checked at the time of issue of goods from the distributor‟s

godown to the respective routes.

Company should try to give some credit facility to the distributors so that they get

motivated.

Credit facility for retailers should be provided.

Proper feedback system should be developed by ensuring regular visits & check randomly at

the various outlets.

56

LIMITATIONS

Findings are based on the views expressed by the retailers. So it may suffer from biased

prejudices.

Weather conditions were not favorable.

Some of the respondents were not co-operative & many seem to be having no Interest.

The study has not been intended on a very large scale, have the possibility of errors, which

cannot be ruled out.

Time limitations.

Area was specified.

It is extremely difficult to persuade retailer to respond to questionnaire.

The retailer knows us as people from Coke there by the responses could have been biased.

57

CONCLUSION

1. After visiting nearly 100 outlets I found that Coke & its Brands is doing a good job in

Noida/Ghaziabad. It is clear that Coke (67%) is leading Pepsi (33%) in the soft drink market

in Noida region. If we compare it with Signage or display material than Pepsi has an edge

over coke.

2. At this time it is solely depends on the retailer which brand he offers to the consumer.

Although the company has been unable to satisfy the retailers. The company must take

immediate steps in order to resolve its disputes with these retailers.

3. During this study I found that there is very less issue related with the quality of the product.

Most of the issue is arises with the SGA.

4. It was also found that the schemes that are brought up in the market by Coke & Pepsi after

every couple of day is not making any net effect on the sale of Cola, whereas one is

cannibalizing others market only.

5. It was also seen that Coke brand is better sold than Pepsi. It is Thumsup, which is making

the major difference in the market.

6. The sale in age wise section, it was found that 200ml is sold in all the age groups with same

frequency but 300ml is sold mostly in 16 to 45yr. of age group where as CAN is sold in

younger generation only. Finally 2lit. Are used only for family or party purpose.

58

BIBLIOGRAPHY

WEBSITES:

www.cocacola.ko.com

www.cokefacts.org

www.myenjoyzone.com

www.makeeverydropcount.com

www.rkjworld.com

"The History of Cola", Mary Bellis, about.com

BOOKS:

Marketing Management- Radha Swami/ Nam kumari

Research Methodology-C.R.Kothari

Principles of Marketing-P. Kotler & Armstrong

"Beverage Digest Press Release", Beverage Digest, March 4, 2005 (PDF)

Beverage World Magazine, January 1998, "Celebrating a Century of

Refreshment: Pepsi - The First 100 Years"

Stoddard, Bob. Pepsi-Cola - 100 Years (1997), General Publishing Group, Los

Angeles, CA, USA

"History & Milestones" (1996), Pepsi packet

"India: Soft Drinks, Hard Cases", The Water Dossier, 14 March 2005

NEWS PAPERS:

The Times Of India

The Economics Times

Hindustan Times

Business Today (December edition)

Retailer Survey Summary Form

Not satisfied

Satisfied

1

2

Outlet Name Address

1. Timely supply of

fin ished goods

2. Quality of product

we supply

3. Response time to

resolve quality

4. Clarity of

communicat ion &

Execution support

from the Co. on

Trade/consumer

related promos.

5. Response time by

external service

Agency for SGA

complaints

6. Support from

Company for

enhancing Brand

Image through POP

& POS material

supply, Painting etc

Rating Remarks Rating Remarks Rating Remarks Rating Remarks Rating Remarks Rating Remarks

Pandit Dhawa Roorki9 Road 2

2

2

2

2

2

New Delicious Suraj Kund Road 1

2

2

2

2

1

Ganpati Kirana Delh i Road 2

2

2

2

2

2

Avon Cold drinks hapur Road 2

1

2

2

2

2

Chabra gen store jagrit i Vihar 2

2

1

1

2

2

Mehrotra gen store Jai Devi nagar 2

2

2

2

2

1

Singh Conf Kankar Khera 2

2

2

2

2

2

Garg Agency Kachari 2

2

2

2

2

1

Kaushik Cold drinks Mau Khas 2

2

2

2

2

2

madan Tea Stall Falawda 2

2

2

2

2

2

Mahfooj ali Kirana Kithor 2

2

2

2

2

1

Dinesh Pro Near Nala 2

1

2

2

2

2

Sarafat Ali Islamabad 2

2

1

1

2

2

Modern Dairy Mohan Puri 2

2

2

2

2

2

hari Kirana Samrat Palace 2

2

2

2

2

2

Goel Kirana Subash Nagar 2

2

2

1

2

2

Gayatri Pro Bharam puri 2

2

2

2

2

2

Punjab Petrol Pump Delh i Chungi 2

1

2

2

2

2

U.V. Store Tej Garhi 2

2

2

1

2

2

Kishan Tea Tej Garhi 2

2

1

2

2

2

Friends Corner Garh Road 1

2

2

2

2

2

Irshad Tea Stall Gola Kuwan 2

2

2

1

2

2

Sahu Tea Stall Police Line 2

2

2

2

2

1

Ever Green Imlayan 2

2

2

2

2

2

Chaman Pan hapur Stand 2

2

2

1

2

2

randhwa Cold d rinks Massoori 2

2

2

2

2

1

Shiv Hotel Jatoli fatak 2

2

2

1

2

2

pakeja Kirana Store jali Kothi 2

2

2

2

2

2

Delicious bakers Shastri nagar 2

2

1

2

2

2

Bharti dental College By Pass 2

2

2

2

2

2

Nishar Cold drinks Hapur Road 1

2

2

1

2

2

Basu Bakers Medical Road 2

2

2

2

2

2

Mulla ashraf jai Kothi 2

2

2

2

2

1

J.P. Academy mawana road 2

2

2

2

2

2

Standerd Sweets Shiv Chowk 2

2

2

1

2

2

Kumar Store Jagriti Vihar 2

2

2

2

2

1

Boby Pan Kankarkhera 2

2

2

2

2

2

Anil Kumar Ahmad road 2

2

2

2

2

2

Meerut Conf Bhudana Gate 2

2

1

2

2

1

61