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Submitted By
Name: Ovais Ur Rehman Khan Batch & Section: WA2 (2011-2013) Student ID: D1113WSISBEPGP10085 (NOI-4A-CT-3256) Area of Research: Marketing Internship start and finish dates: 12th Dec 2011 to 27th Jan 2012


With profound sense of gratitude and regard, I convey my sincere thanks to my guide and mentor, for their valuable guidance and the confidence they instilled in that helped me in successful completion of the project report.

I wish to express my sincere gratitude to my project guide Prof. Deepti Sharma under whose guidance the study was undertaken. Without him guidance at each stage of the project study, the task could not have been accomplished.

Specially, I would like to thank my company guide Mr. Amardeep (Marketing Manager), ITC Ltd., who has been a constant source of inspiration for me during the completion of this project. He gave me invaluable inputs during our endeavor to complete this project.

I am indebted to all staff members of ITC Limited. for their valuable support and cooperation during the entire tenure of this project. Not to forget, all those who have kept our spirits surging and helped me in delivering my best Last but most important I thank God Almighty above who guided me and bestowed me with the wisdom and an opportunity to carry out the project.

Last but not the least I am ever grateful to my friends for their help and support in completing my project.


S. No.


1 2 3 4 5 6 7 8 9 10 11 12 13

Introduction to the Industry Introduction to the Company Research Methodology Significance of the Study Research Methodology Sampling Methodology Limitation of the Study Facts and Finding Data Analysis and Interpretation Recommendation Conclusion Bibliography Annexure

This project titled Marketing Strategies of ITC Limited. The researcher has talked about the products and services offered by the company and the satisfaction of customers with them. This project gives a brief introduction to the ITC Ltd. also discuss the rapidly growing personal care sector in India, and various other points of importance. In the introduction to the company, the vision, mission, corporate governance of the company is discussed along with recent developments as well as its importance in India. This project titled Marketing Strategies of ITC Limited had detailed study. The first chapter I have given in this project is Introduction to the industry in which I have included on personal care industry, global market and the future of the personal care industry. The second chapter includes the Introduction about the company. I have given brief of the ITC Limited vision, mission, corporate governance and all about ITC Limited. In the third chapter I have given in this project includes the Research Methodology in which I have covered the objective of the project, Scope of the study, significance of the study, research design, sample methodology and limitation of the project which i have faced. In the fourth chapter I have included the major fact and findings of the project i.e. marketing strategies adopted by ITC Limited. Major products of the ITC, product profile and descriptions which ITC limited deals. Fifth chapter data analysis and interpretation I have covered the diagrammatical data and conclusions derived from them. Lastly the recommendation and conclusion describe the researchers personal conclusions of the research.


Personal care products are generally used for personal health and hygiene. It includes products like body talc, body scrub, tooth paste, tooth brush, tongue cleaner, tooth powder, bathing salts, bathing gel, essential oils, moisturizer, skin creams, face wash, hair oil, hair shampoo, hair conditioner, soap, nail and cuticle care products. The personal care product market was a success on all counts in 20052006 with good performances from each of the Big 5 markets. In recent years, consumer health awareness has slowly been increasing and this has led people trying to take better care of themselves. The major demand is for the products that are of basic need for the consumers like soap, shampoo, hair oil etc. The personal care products industry consists of four major sub-sectors manufacturing a range of products. These sub-sectors and their products are highlighted below: Face Care Products- Face is the reflection of an individuals physical appearance. Generally, the beauty of a person is described by the look of ones face. Thus, to enhance the beauty of the face people use face care products whose market is growing at double digits. The industry manufactures products like astringent, face cream, face scrub, face toner, moisturizer, cleanser, etc. Some of these products are used for clarification and purification of the facial skin from dust and harmful rays of the sun while others are used for toning. Hand and Foot Care Products- As the name suggest these products are used to enhance the beauty of hands and feet. The hand and foot care product market segment, grew 5.9% in 2005 to a total of 338.2 million dollars, and included many successful product introductions. These included herbal and organic products, as well as products for youthful skin. Men are also starting to take better care of themselves, resulting in growth in the mens foot care products market segment. Hand and foot care products can be broadly categorised into cuticle care products,

foot scrub, hand and foot cream, nail care products etc. The diagram below shows the various market segments: Global Market (segment) share in %

Hair Care Products- Hair care was the largest market segment, both in 2004 and in 2005 with sales reaching 350 million dollars. The price war has had its impact on the shampoo and styling categories. Sales in hair coloring products has stabilized while hair conditioners and hair repair products, showed significant growth. Consumers are willing to buy special, more costly, products because these products are used for many purposes like hair cleansing, hair conditioning and hair coloring. Some important hair care products are mentioned below:

Hair Shampoo Hair Conditioner Hair Oil Hair Styling Gel Hair Glaze Hair Spray Hair Colors

Cosmetics- The global cosmetics market continues to benefit from a combination of strong macroeconomic trends creating opportunities for new product niches. The strongest growth in the global cosmetics market in 2005 was derived from developing regions such as Eastern Europe and Latin America and key markets in Asia-Pacific, with expansion linked to large

populations, rising disposable incomes, modernising retail and distribution networks and increased industry awareness amongst consumers. Cosmetics are items to enhance or protect the appearance or odor of the human body. The products included in this category are:

Eye makeup products Face makeup products Lip makeup products

Personal Care industry witnessed 23 per cent rise in TV advertising during 2007 compared to 2006 in India.

Personal Hygiene' segment garnered a high share of 43 per cent of overall Personal Care industry advertising on TV during 2007 in India.

Share of categories of Personal Care Industry in India.

Future Prospects The future for the personal care products industry is very prosperous, which can be analyzed by the rising growth trends of the industry. But there are many concerns related to the chemicals and toxins used as ingredients for making personal care products. These substances can affect our health and the environment also. They are absorbed through our skin and can enter our bloodstream thereby affecting our kidney and liver, and thus can have very harmful effects on our bodies and when these products are washed off from the body, they are released in to the environment.


ITC is one of India's foremost private sector companies with a market capitalisation of nearly US $ 18 billion and a turnover of over US $ 5.1 Billion. ITC is rated among the World's Best Big Companies, Asia's 'Fab 50' and the World's Most Reputable Companies by Forbes magazine, among India's Most Respected Companies by BusinessWorld and among India's Most Valuable Companies by Business Today. ITC ranks among India's `10 Most Valuable (Company) Brands', in a study conducted by Brand Finance and published by the Economic Times. ITC also ranks among Asia's 50 best performing companies compiled by Business Week. ITC has a diversified presence in Cigarettes, Hotels, Paperboards & Specialty Papers, Packaging, Agri-Business, Packaged Foods & Confectionery, Information Technology, Branded Apparel, Personal Care, Stationery, Safety Matches and other FMCG products. While ITC is an outstanding market leader in its traditional businesses of Cigarettes, Hotels, Paperboards, Packaging and Agri-Exports, it is rapidly gaining market share even in its nascent businesses of Packaged Foods & Confectionery, Branded Apparel, Personal Care and Stationery. As one of India's most valuable and respected corporations, ITC is widely perceived to be dedicatedly nation-oriented. Chairman Y C Deveshwar calls this source of inspiration "a commitment beyond the market". In his own words: "ITC believes that its aspiration to create enduring value for the nation provides the motive force to sustain growing shareholder value. ITC practices this philosophy by not only driving each of its businesses towards international competitiveness but by also consciously contributing to enhancing the competitiveness of the larger value chain of which it is a part." ITC's diversified status originates from its corporate strategy aimed at creating multiple drivers of growth anchored on its time-tested core competencies: unmatched distribution reach, superior brand-building capabilities, effective supply chain management and acknowledged service skills in hoteliering. Over time, the


strategic forays into new businesses are expected to garner a significant share of these emerging high-growth markets in India. ITC's Agri-Business is one of India's largest exporters of agricultural products. ITC is one of the country's biggest foreign exchange earners (US $ 3.2 billion in the last decade). The Company's 'e-Choupal' initiative is enabling Indian agriculture significantly enhance its competitiveness by empowering Indian farmers through the power of the Internet. This transformational strategy, which has already become the subject matter of a case study at Harvard Business School, is expected to progressively create for ITC a huge rural distribution infrastructure, significantly enhancing the Company's marketing reach. ITC's wholly owned Information Technology subsidiary, ITC Infotech India Limited, is aggressively pursuing emerging opportunities in providing end-to-end IT solutions, including e-enabled services and business process outsourcing. ITC's production facilities and hotels have won numerous national and international awards for quality, productivity, safety and environment management systems. ITC was the first company in India to voluntarily seek a corporate governance rating. ITC employs over 24,000 people at more than 60 locations across India. The Company continuously endeavors to enhance its wealth generating capabilities in a globalising environment to consistently reward more than 3,75,000 shareholders, fulfill the aspirations of its stakeholders and meet societal expectations. This overarching vision of the company is expressively captured in its corporate positioning statement: "Enduring Value. For the nation. For the Shareholder." VISION OF THE COMPANY Sustain ITC's position as one of India's most valuable corporations through world class performance, creating growing value for the Indian economy and the Companys stakeholders. MISSION OF THE COMPANY To enhance the wealth generating capability of the enterprise in a globalising environment, delivering superior and sustainable stakeholder value.


ITCs CORE VALUES ITC's Core Values are aimed at developing a customer-focused, high-performance organisation which creates value for all its stakeholders: Trusteeship As professional managers, we are conscious that ITC has been given to us in "trust" by all their stakeholders. ITC actualise stakeholder value and interest on a long-term sustainable basis. Customer Focus ITC is always customer focused and will deliver what the customer needs in terms of value, quality and satisfaction. Respect For People ITC is result oriented, setting high performance standards as individuals and teams. ITC simultaneously respect and value people and uphold humanness and human dignity. ITC acknowledge every individual brings different perspectives and capabilities to the team and that a strong team is founded on a variety of perspectives. ITC want individuals to dream, value differences, create and experiment in pursuit of opportunities and achieve leadership through teamwork. Excellence ITC do what is right, do it well and win. ITC will strive for excellence in whatever they do. Innovation ITC will constantly pursue newer and better processes, products, services and management practices. Nation Orientation ITC is aware of their responsibility to generate economic value for the Nation. In pursuit of their goals, ITC will make no compromise in complying with applicable laws and regulations at all levels.


CORPORATE GOVERNANCE Preamble Over the years, ITC has evolved from a single product company to a multi-business corporation. Its businesses are spread over a wide spectrum, ranging from cigarettes and tobacco to hotels, packaging, paper and paperboards and international commodities trading. Each of these businesses is vastly different from the others in its type, the state of its evolution and the basic nature of its activity, all of which influence the choice of the form of governance. The challenge of governance for ITC therefore lies in fashioning a model that addresses the uniqueness of each of its businesses and yet strengthens the unity of purpose of the Company as a whole. Since the commencement of the liberalisation process, India's economic scenario has begun to alter radically. Globalisation will not only significantly heighten business risks, but will also compel Indian companies to adopt international norms of transparency and good governance. Equally, in the resultant competitive context, freedom of executive management and its ability to respond to the dynamics of a fast changing business environment will be the new success factors. ITC's governance policy recognises the challenge of this new business reality in India. Definition and Purpose ITC defines Corporate Governance as a systemic process by which companies are directed and controlled to enhance their wealth generating capacity. Since large corporations employ vast quantum of societal resources, we believe that the governance process should ensure that these companies are managed in a manner that meets stakeholders aspirations and societal expectations. Core Principles ITC's Corporate Governance initiative is based on two core principles. These are: i. Management must have the executive freedom to drive the enterprise forward without undue restraints; and ii. This freedom of management should be exercised within a framework of effective accountability.


ITC believes that any meaningful policy on Corporate Governance must provide empowerment to the executive management of the Company, and simultaneously create a mechanism of checks and balances which ensures that the decision making powers vested in the executive management is not only not misused, but is used with care and responsibility to meet stakeholder aspirations and societal expectations. Cornerstones From the above definition and core principles of Corporate Governance emerge the cornerstones of ITC's governance philosophy, namely trusteeship, transparency, empowerment and accountability, control and ethical corporate citizenship. ITC believes that the practice of each of these leads to the creation of the right corporate culture in which the company is managed in a manner that fulfls the purpose of Corporate Governance. Trusteeship ITC believes that large corporations like itself have both a social and economic purpose. They represent a coalition of interests, namely those of the shareholders, other providers of capital, business associates and employees. This belief therefore casts a responsibility of trusteeship on the Company's Board of Directors. They are to act as trustees to protect and enhance shareholder value, as well as to ensure that the Company fulfils its obligations and responsibilities to its other stakeholders. Inherent in the concept of trusteeship is the responsibility to ensure equity, namely, that the rights of all shareholders, large or small, are protected. Transparency ITC believes that transparency means explaining Company's policies and actions to those to whom it has responsibilities. Therefore transparency must lead to maximum appropriate disclosures without jeopardising the Company's strategic interests. Internally, transparency means openness in Company's relationship with its employees, as well as the conduct of its business in a manner that will bear scrutiny. We believe transparency enhances accountability.


Empowerment and Accountability Empowerment is an essential concomitant of ITC's first core principle of governance that management must have the freedom to drive the enterprise forward. ITC believes that empowerment is a process of actualising the potential of its employees. Empowerment unleashes creativity and innovation throughout the organisation by truly vesting decision-making powers at the most appropriate levels in the organisational hierarchy. ITC believes that the Board of Directors are accountable to the shareholders, and the management is accountable to the Board of Directors. We believe that empowerment, combined with accountability, provides an impetus to performance and improves effectiveness, thereby enhancing shareholder value. Control ITC believes that control is a necessary concomitant of its second core principle of governance that the freedom of management should be exercised within a framework of appropriate checks and balances. Control should prevent misuse of power, facilitate timely management response to change, and ensure that business risks are pre-emptively and effectively managed. Ethical Corporate Citizenship ITC believes that corporations like itself have a responsibility to set exemplary standards of ethical behaviour, both internally within the organisation, as well as in their external relationships. We believe that unethical behaviour corrupts organisational culture and undermines stakeholder value. THE ITC CODE OF CONDUCT Applicable to all directors, senior management and employees of the Company Preamble ITCs Code of Conduct was circulated to the employees more than five years back and is posted on the Companys corporate website. This Code has now been redrafted for better presentation. This Code is derived from three interlinked


fundamental principles, viz. good corporate governance, good corporate citizenship and exemplary personal conduct. Philosophy ITC is a professionally managed organisation and the core value underlying our corporate philosophy is "trusteeship". We believe this organisation has been handed to us by the various stakeholders in "trust" and we as professionals are the "trustees" of these stakeholders. It is therefore our responsibility to ensure that the organisation is managed in a manner that protects and furthers the interests of our stakeholders. We recognise society as an important stakeholder in this enterprise and therefore it is part of our responsibility to practise good corporate citizenship. It is also our belief that in order to serve the interests of our stakeholders in perpetuity, we must build ITC into an institution whose dynamism and vitality are anchored in its core values. Corporate Governance Policy The Corporate Governance Policy is the apex level instrument guiding conduct of the affairs of the Company and clearly delineates the roles, responsibilities and authorities of the key entities in the governance structure of the Company. This Code forms an integral part of the Companys Governance Policy. The directors, senior management and employees must adhere to the Corporate Governance Policy of the Company. Good Corporate Citizenship In the conduct of the Companys business, the practice of good corporate citizenship is a prerequisite and embraces the following: Dealing with People in the Organisation In dealing with each other, directors, senior management and employees shall uphold the values which are at the core of our HR Philosophy - trust, teamwork, mutuality and collaboration, meritocracy, objectivity, self respect and human dignity. Indeed, these values form the basis of our HR management systems and processes. In selection and recruitment, while meritocracy will be a prime criterion,


managers will scrupulously consider all factors that go towards securing the interests of the Company. ITC will focus on meritocracy, equity and upholding of Company values in all people processes including performance management systems, appraisals, remuneration and rewards. A Gender Friendly Workplace As a good corporate citizen, ITC is committed to a gender friendly workplace. It seeks to enhance equal opportunities for men and women, prevent/stop/redress sexual harassment at the workplace and institute good employment practices. Sexual harassment includes unwelcome sexually determined behaviour such as: unwelcome physical contact; a demand or request for sexual favours; sexually coloured remarks; showing pornography and any other unwelcome physical, verbal or non-verbal conduct of a sexual nature. ITC maintains an open door for reportees; encourages employees to report any harassment concerns and is responsive to employee complaints about harassment or other unwelcome and offensive conduct. A committee has been constituted to enquire into complaints and to recommend appropriate action, wherever required. ITC demands, demonstrates and promotes professional behaviour and respectful treatment of all employees. Relationships with Suppliers and Customers All directors, senior management and employees shall ensure that in their dealings with suppliers and customers, the Companys interests are never compromised. Accepting gifts and presents of more than a nominal value, gratuity payments and other payments from suppliers or customers will be viewed as serious breach of discipline as this could lead to compromising the Companys interests. Legal Compliance It is the Companys policy to comply fully with all applicable laws and regulations. Ensuring legal and regulatory compliance is the responsibility of the Chief Executives of the Businesses and the Divisional Management Committees. The Company cannot accept practices which are unlawful or may be damaging to its


reputation. Divisional Management Committees must satisfy themselves that sound and adequate arrangements exist to ensure that they comply with the legal and regulatory requirements impacting each business and identify and respond to developments in the regulatory environment in which they operate. In the event the implication of any law is not clear, the Companys Legal Department shall be consulted for advice. Health and Safety The Company attaches great importance to a healthy and safe work environment. ITC is committed to provide good physical working conditions and encourages high standards of hygiene and housekeeping. Particular attention should be paid to training of employees to increase safety awareness and adoption of safe working methods, particularly designed to prevent serious or fatal accidents. Environment Policies The Company believes that commitment to sustainable development is a key component of responsible corporate citizenship and therefore deserves to be accorded the highest priority. Accordingly, the Company is committed to Best Practices in environmental matters arising out of its business activities and expects each business to fully demonstrate this commitment. In addition to complying with applicable laws and regulations, Businesses must establish procedures for assessing the environmental effects of their present and future activities. They should adopt Best Practices in their environmental policies and procedures. Personal Conduct All directors, senior management and employees have the obligation to conduct themselves in an honest and ethical manner and act in the best interest of the Company at all times. They are expected to demonstrate exemplary personal conduct through adherence to the following: Avoidance of Conflict of Interest


All directors, senior management and employees must avoid situations in which their personal interest could conflict with the interest of the Company. This is an area in which it is impossible to provide comprehensive guidance but the guiding principle is that conflict, if any, or potential conflict must be disclosed to higher management for guidance and action as appropriate. Transparency and Auditability All directors, senior management and employees shall ensure that their actions in the conduct of business are totally transparent except where the needs of business security dictate otherwise. Such transparency shall be brought about through appropriate policies, systems and processes, including as appropriate, segregation of duties, tiered approval mechanism and involvement of more than one manager in key decisions and maintaining supporting records. It shall be necessary to voluntarily ensure that areas of operation are open to audit and the conduct of activities is totally auditable. Protection of Confidential Information No director, senior management and employee shall disclose or use any confidential information gained in the course of employment/ association with the Company for personal gain or for the advantage of any other person. No information either formally or informally shall be provided to the press, other publicity media or any other external agency except within approved policies. Company Facilities No director, senior management and employee shall misuse Company facilities. In the use of Company facilities, care shall be exercised to ensure that costs are reasonable and there is no wastage. Leading by Example The organisations directors and senior management set the professional tone for the Company. Through both their words and their actions, the organisations leadership conveys what is acceptable and unacceptable behaviour. ITCs directors, senior management and employees must constantly reinforce through their actions and


behaviour that ITCs stated beliefs of responsible corporate citizenship are rooted in individual conviction and personal integrity.

Waivers Any waiver of any provision of this Code of Conduct for a director, senior management or employee must be placed for approval before the Companys Board of Directors/ Corporate Management Committee, as appropriate. Non Adherence Any instance of non-adherence to the Code of Conduct / any other observed unethical behaviour on the part of those covered under this Code should be brought to the attention of the immediate reporting authority, who shall in turn report the same to the Head of Corporate Human Resources.

Senior management for the purpose of this Code would mean the following: Managers at Grade A & its equivalent, and above Divisional & SBU Chief Executives Corporate HODs

This Code of Conduct, as adopted by the Board of Directors of the Company on 26th March, 2005, was amended on 29th March, 2006.


RESEARCH METHODOLOGY OBJECTIVE OF THE STUDY Objective One: To analyze the marketing strategies of ITC Limited used to market their personal care products in extremely competitive environment of industry. Objective Two: To study and analyse the factors influencing a customer to buy personal care products in competitive environment of industry. Objective Three: To identify the customer perception with respect to features required in their personal care products.

SCOPE OF THE STUDY The study will be limited to ITC personal care product, marketing strategy and also consumer survey about the personal care products. The survey was limited to the geographical area of New Delhi. The sample size was limited to 50 respondents.

SIGNIFICANCE OF THE STUDY (i) Significance of the Industry: The study can benchmark the factors behind the success of ITC Limited in the Indian FMCG market. This will help them achieve sales volume and higher market share in the Indian personal care products. (ii) Significance of the Researcher: I have gained lot of experience while doing this project. The project had helped me to study the marketing strategies of the ITC Limited and to interact with the Managers and Executive of the ITC Limited. To interact with the customers of the


different religions while filling questionnaire for my study. This will help me in my future career. RESEARCH DESIGN The research was probability based exploratory research. Primary Data Internal data from companies offices and employees Interviews of Marketing Managers

Secondary Data Organization Website Internet

Data Collection Tools Questionnaires (Open-ended and Close-ended) Personal Interviews

SAMPLING METHODOLOGY (i) Sampling Unit: Customers and Employees of ITC Limited (ii) Sampling Technique: Random Sampling (iii) Sampling Area: New Delhi (iv) Sample Size: 50 Customer LIMITATION OF THE STUDY: The sample size was limited to 50 customers The survey was limited to South Delhi. Biased opinions of the customers are limiting factors for the research.



MARKETING STRATEGIES OF ITC LIMITED Marketing has been defined in various ways, but it can be defined as: A social and managerial process by which individuals and groups obtain what they need and want through Creating, Offering, Exchanging Products of value with others. There are certain elements on which marketing and this particular definition of marketing rests. They are linked to each other and they are complimentary one giving rise to the other. Their relationship is shown in a diagrammatic form below. Needs, wants and demands

Products (Goods, service and ideas)

Value, cost and satisfaction

Exchange and Transaction

Relationships and networks


Marketers and prospects


Marketing is indeed an ancient art; it has been practiced in one form or the other. Marketing is considered to be most important of all management functions in any business. The basic task of marketing is the delivery of a total offer to the consumer in such a manner that:a) The other fulfills the needs of the consumer. b) The terms and attributes of the offer are acceptable. c) All the organizational goals, including profits, are achieved in the process. Firstly, place, it chooses the product that would meet the identified needs of the chosen consumer/consumer group. Secondly, it performs various distribution functions like transportation, warehousing, channel management, etc. so that the product can conveniently reach the consumer. Thirdly, the firm carries out a number of promotion measures like personal selling, advertising and sales promotional programmes with a view to communicating with the consumer and promoting the product. Lastly, the firm uses the pricing mechanism to achieve the consummation of the marketing process, striking the level of price that is acceptable to the firm as wall as to the consumer. All activities and programmes which a business firm designs and carries out in its effort towards winning customers, relate to one or the other of the four elements -product, distribution, pricing and promotion. These four elements constitute the Marketing Mix of the firm.


MARKETING MIX VARIABLES/FOUR Ps OF MARKETING & THEIR SUB-ELEMENTS Product Variables Product mix and product line Design, quality, features, models, style, appearance, size, and warranty of products Packaging, type, materials, size, appearance and label Branding and trade mark Merchandising Service, pre-sale and after-sale New products

Place Variables Channels of distribution, types of intermediaries, channel design, location of outlets, channel remuneration and dealer-principal relations Physical distribution, transportation, warehousing, inventory levels, order processing, etc. Price Variables Pricing policies, levels of prices, levels of margins, discounts and rebates Terms of delivery, payment terms, credit terms and instilment facilities Resale price maintenance

Promotion Variables Personal selling: objectives, level of effort, quality of sales force, cost level, level of motivation Advertising: media mix, budgets, allocations and programmes Sales promotional efforts, display, contests, trade promotions Publicity and public relations 25

Assembling and managing the marketing mix is the main part of the marketing task. SOME OTHER VARIABLES OF MARKETING Customer Variables Number of customers Location of the customers Purchasing power of the customers .Buying behaviour Habits of purchase Personality traits and attitudes Lifestyles and needs Brand awareness and brand loyalty

Competition Variables Structure of the industry Nature and intensity of the competition, Buyer's market or the Seller's market? Or moderately competitive? Number of competitors, their size, capacity and territory of operation. Products and services offered by the competitors. Competitor's sales level in each market segment/product Competitor's strengths and weaknesses -in products, costs, logistics, channel, sales force, promotion and marketing organization Competition from substitute products

Trade Variables Structure of the trade Type of intermediaries, their number and strength Trade practices


Services provided by the trade Motives and attitudes of the intermediaries Extent of sophistication of the trade

Environment Variables Level of technology Government regulation on products, prices, distribution. Etc Controls on trade practices Economic conditions in the country Geography and climate Culture and traditions Law and politics Attitudes of the public and the media


INTERRELATIONSIP BETWEEN MARKETING MIX AND ENVIRONMENTAL VARIABLES Since the marketing process is essentially an interaction between the marketing mix and the environment I assembling and managing the marketing mix becomes the crux of the marketing task. In fact many marketing scholars and marketing practitioners view marketing as synonymous with the assembling and operating of the marketing mix. Assembling the marketing mix elements into a winning marketing programme is however, not an easy job. It involves many crucial decisions relating to each of the elements product, price, channel and promotion. Decisions are also required on the interrelationships of the elements. Product A product is not a mere non-living object; it is not a mere assemblage of matter -physical and chemical. Utility alone is not the function of a product. A product means something more than a physical commodity. People associate meanings with products; they derive satisfaction from the non -utility aspects of the products as well. Products have an identity or a personality of their own. The utility aspect of the product is but one component of the product personality. Theodore Levitt puts it succinctly when he says: Products are almost always combinations of the tangible and intangible... to the buyer, a product is a complex cluster of value satisfactions. The generic thing by itself is not the product; it is merely... the minimum that is necessary at the outset to give the producer a chance to play the game. It is the playing that gets the results. A customer attaches value to a product in proportion to its perceived ability to help solve his problems or meet his needs. All else is derivative...The product is the total package of benefits the customer receives when he buys it...The customer never just buys the generic product...He buys something that transcends and what that something is, helps determines from whom he'll buy, what he'll pay.


Product definition concerns the various properties, which are designed into the manufacturer's product line and the assortment of models and items, i.e., the product mix, which makes up his total product offering. The conditions and circumstances, which need to be considered in formulating this definition, can be divided into those, which influence the development of new products, those, which relate to the product mix, and those, which stem from the attributes of the company itself. New-product development involves several stages, beginning with the generation of new-product ideas and their appraisal to eliminate those unworthy of further consideration. Products, which warrant ad ditional investigations are identified and technical work is begun on them along with, appropriate economic and market research. During this stage the physical properties of the new product are determined, small quantities are produced in the laboratory or pilot plant, preliminary investigation of patent rights is begun, and initial estimates of production costs are made. If initial expectations are fulfilled, development of the product proceeds through process research, prototype testing, and commercialisation. The major determinants of the product mix are technology, competition, operating capacity, and market factors. Accelerating technology is

undoubtedly the basic force affecting the product mix of the individual company, with competitive pressures running a close second. In some companies, under-utilised capacity is an -important influence along with such market factors as shits in the product mix of customers, changes in the availability and / or cost of materials, new developments in manufacturing processes, changes in the level of business activity, and government controls. The type and variety of products, which are appropriate for a company, are also a function of the firm's inherent strengths and weaknesses. Those attributes of accompany with the most direct bearing on product definition are the strength of its marketing performance, the extent of its production capacity, the quality of its R&D effort, and the abilities of its executive group.


The amount of financial slack available may also be an important influence on product definition. Price Price is the exchange value of a product. Pricing is undoubtedly one of the most important decision areas of marketing. Price and sales volume together decide the revenue of any business. As the sales volume in itself is dependent on price, pricing really becomes the key to the revenue of the business. Pricing is crucial to profits as well. Pricing becomes a vital decision area on account of certain other factors besides its crucial role in bringing revenu es and profits to the business. Price is not only the factor influencing the demand for industrial goods and the patronage of industrial buyers; it is an indispensable part of the marketing strategy. A price that is too high invites both competition and b uyer resistance. While a price that is too low may well competition, it will also deflate profits and may incur losses. In many instance the prices of industrial goods fall into patterns that are fairly uniform throughout an industry. Nevertheless, a marketer mist decide whether or not to follow industry patterns, and if not, how much to deviate from them. These decisions must be made against a background of environmental forces including competition, changing costs and shifting patterns of demand. To price the equipment the industrial marketer must know the type of competition in his industry, the nature of his costs, and the way in which the demand for his product behaves. The typical industrial market is composed of a small group of large firms, a more numerous group of medium-sized firms, and often a group of very small companies, which sell mainly on the basis of price. The first two groups are likely to subscribe to the philosophy of responsible competition. However, the nature and intensity of competition tends to change with the changes in the lifecycle of products. These conditions often give rise to a phenomenon known as price leadership.


The nature and pricing implications of costs tend to change with different time periods production cycle, equipment use cycle or product life cycle. Different types of costs-controllable or non-controllable, incremental or sunk, overhead or direct, separable, and joint -exercise different influences on pricing. The derived nature of demand for industrial goods affects its behaviour in response to price change. While it is theoretically possible to stimulate demand for industrial products by lowering their price, increased sales will result only to the extent that prices of related consumer goods can be redu ced sufficiently to stimulate their sales. Place Distribution channels playa vital role in the successful marketing of most of the products. The distribution channel is an extension of the manufacturer into the markets he plans to supply. The manner in which products and services are made available through it is a function of its structure as well as the relationship, which prevails among its different elements or intermediaries. The basic choice is whether this structure will be composed of captive (owned) or independent units. Since a distribution channel exists for the purpose of moving merchandise and making services available, channel strategy also involves planning of a logistical nature. How efficiently the channel structure functions as the delivery system depends in large part on the quality of logistical planning and its execution. Distributors are the most numerous and the most important group of middlemen handling industrial goods. Industrial users find it desirable to buy from the distributor because he usually can give quick delivery, his use saves paper work in buying, he can sometimes offers low prices, adjustments are easier to negotiate, he may enable the buyer to save freight costs, and he is a good source of trade information. The patronage of the distributor thus comes mainly from (1) the firm too small to buy direct, (2) the large firms for


emergency needs and items bought in small amounts, or as means of reducing inventory. Manufacturer's and sales agents are useful outlets to producers of a single item or a narrow line of articles, to the manufacturer with limited finances, and to all kinds of manufacturers in areas where demand is thin or trade contracts are lacking. Advantages in using agents are that their costs are often relatively low and the producer incurs no costs unless sales are made, they offer contracts to a firm entering a new market, and their sales service is more specialised and intense than that of the distributor. But the manufacturer who markets through agents loses control over his marketing operations, lacks flexibility in bidding, incurs excessive costs when volume is large, loses speed of delivery, quality of technical service, and selling drive in comparison with his own sales force. Brokers and commission merchants are useful mainly in special situations. Manufacturer's branch houses are of two types those that carry stocks and those that do not. Through the branch house, the manufacturer gets better sales service, more adequate and representative stocks, and c ontrol of technical and maintenance service. But branch houses are often so costly as to be prohibitive. Promotion The crucial event in the marketing process is the sale. Within the context of the corporate mission, every component of the marketing strat egy is intended to bring it about. But 1t must be brought about in a way, which assures customer satisfaction. This places a special burden on advertising, personal selling, sales promotion, and to a lesser extent, public relations, which are the principal avenues through which direct contact with the customer is made. Each has a unique contribution to make both in generating sales and in sustaining customer patronage. The task of the industrial advertiser is complicated by the multiple buying influence characteristics of many industrial firms, the derived nature of demand for industrial goods, and the fact that many materials, parts, and 32

components lose their identity in the end product. These conditions influence the role of advertising in the firm's promotional strategy, which in turn has a bearing on the purposes which advertising will be called upon to serve. While these purposes vary with the firm and the market situation, several are fairly common. They are to inform, to identify the customers, to win recognition, to support salesman, to motivate distributors, and to stimulate demand. The most commonly used media for disseminating advertising messages and the sales appeal which they contain are trade journals and catalogues, followed by direct mail, exhibits, general publications, and distributor aids. The choice of media is determined by the need to reach the proper personnel in the customer's organization with the proper frequency with proper overall impression. The chief limiting factor underlying factor underlying the advertising effort is the amount of budgetary support management decides to give it. Sometimes this is determined through the application of a fixed percentage to either last year's sales or anticipated sales. Publicity is commonly regarded as a form of advertising, although it performs a slightly different function and is not paid by the sponsor. The most effective way to create publicity is to generate newsworthy situations and events. Advertising agencies are probably used less by industrial than by consumer goods marketers to assist in their advertising and publicity. However, this appears to be changing as: the number of agencies specialising in industrial accounts increases and the number, which offers promotional services on a job-shop basis, continues to grow. In selling products, the promotion mix mostly consists of Direct Selling and advertising. Being high value items and complex in function, personal contact with the customer is essential to convince him of the product's q uality and capability. It is not so, however, with consumer products. In spite of this many consumer product companies use Direct Selling in concert with advertising, to get consumers to try their brand and switch over to it. But direct selling cannot 33

substitute for advertising; it can only be used tactically to intensify the marketing effort, mainly because it is expensive. MARKETING COMMUNICATIONS FMCG - Cigarettes business has an internal code for advertising/ promotions, which is reviewed every year, and whenever any new law/rules are introduced. The internal code is more stringent than other codes. It not only comprehensively covers all aspects of other codes but also encompasses areas not covered by them. The requirements under Advertising Standards Council of India (ASCI) code of conduct, which is now the Government of India's Governing code, are applied across the business. All laws related to the product category such as The Cigarettes (Regulation of Production, Supply and Distribution) Act, 1975, The Cigarettes and Other Tobacco Products (Prohibition of Advertisement and Regulation of Trade and Commerce, Production, Supply and Distribution) Act, 2003, The Cable Television Networks (Regulation) Act, 1995, and The Cinematography Act, 1952, which have provisions for regulations of advertising/promotions in India are strictly followed. Any State Government laws on advertising/promotion for ITC's products are completely adhered to. There is on-going review of these codes to ensure compliance. The FMCG Cigarettes business sells a legal product, which is not banned in any market where it sells. Tobacco products are often a subject of public debate. Stringent quality standards/systems are established to respond to queries/ concerns and are known to all stakeholders. The Foods business voluntarily follows the ASCI (Advertising Standards Council of India) Code for all Marketing Communication. Every time a new Marketing Communication is created, it is checked for compliance with the ASCI Code. In addition, a monthly compliance validation is done by respective managers. The Foods business does not sell any product which is 'banned in certain markets' or is 'the subject of stakeholder questions or public debate'.


In the Paperboards & Specialty Papers, Packaging & Printing and Greeting, Gifting and Stationery businesses, all codes/ standards relating to Standard Weights & Measures Rules are followed. These requirements are reviewed on a monthly basis for compliance. None of the products from these businesses is 'banned in certain markets' or subject of stakeholder concern or public debate. In the Hotels business, marketing communication is governed by self-regulation and guided by Indian Society of Advertisers (ISA) Rules and guidelines. It is reviewed quarterly to ensure compliance with relevant rules and internal guidelines. The Hotels business does not sell any product banned in the market nor is the subject of stakeholder questions or public debate. Agri-business has not advertised its product and services in a major way and no voluntary code is therefore required to be followed. Communications and promotions done so far have been in accordance with the law of the land and have been duly approved by the Legal Department of the Company. The business is in the process of establishing a voluntary code, as it has recently initiated advertising its retail business. The Leaf Tobacco business provides Corporate Advertisements (e.g. 'With best compliments from ITC Ltd'. etc.) to souvenirs published by certain organisations. This is in accordance with the provisions of Cigarettes and Other Tobacco Products Act (Prohibition of Advertising and Regulation of Trade and Commerce, Production, Supply and Distribution) Act, 2003. However, the business does advertise its Organic Agri-inputs. The business also publishes Corporate Advertisements (stating that ITC-ILTD is India's leading tobacco exporter and providing contact details) in reputed International Tobacco Journals. No product advertisement relating to tobacco is published by the business. The business also maintains a website, 'itc-iltd.com', which provides the details of Tobaccos grown in different regions of India. All the advertisements published in various fora are reviewed by the Divisional Management Committee (DMC) every


month. Any material change in the contents of the website are also approved by the DMC. Lifestyle Retailing business follows the Voluntary Code on Advertising and Promotion. The code ensures that the advertisements are not deliberately misleading in terms of claim and representation, and are not offensive to generally accepted standards of public decency (nothing vulgar, indecent or repulsive). Glorification of acts of sex and violence is avoided. References to religion in general and specific religions are also avoided. It is ensured that advertisements maintain fairness to competition and the contests and promotions are as per the laws of the land. The terms and conditions of promotions are vetted by the Legal Department. There is no deriding of race, caste and community in advertisements or promotion. Packaging of the product is in accordance with Packaging and Weights & Measures Acts. Compliance is ensured through on-going review. Each campaign/promotion is vetted for compliance before release. The Lifestyle Retailing business does not sell any product that is banned in certain markets or subject of stakeholder questions or public debate. Compliance All the businesses/Divisions of ITC have well-established systems, procedures and review mechanisms to identify and comply with the laws and regulations concerning products and services. ITC continued to comply with all applicable statutes. ITC PERSONAL CARE PRODUCT RANGE ITC recently entered the Personal Care Products market, which is currently the fief of Fast Moving Consumer Goods (FMCG) majors Hindustan Lever and Procter & Gamble. There is a certain degree of exhaustion in the sector, which has created a window of opportunity for a new player with the right business plan. Established players in the FMCG segment have been indulging in a bloody war over pricing, with undercutting and discounts being the order of the day.


The size of the Personal Care Product market is about Rs 15,000 crore (Rs 150 billion), with soaps and shampoos alone accounting for Rs 7,000 crore (Rs 70 billion). In the last three years the segment is estimated to be growing at 8-9 per cent, which is considered to be among the highest in the Rs 45,000 crore (Rs 450 billion) FMCG market. ITC already sells a wide range of products in the FMCG segment but none in Personal Care. The company's FMCG range now has more than 45 food products, covering staples, ready-to-cook pastes, confectionery, snacks and biscuits and readyto-eat meals. ITC emerged as the most profitable FMCG company in the second quarter in the current financial year. ITC launched an exclusive line of prestige fine fragrances under the Essenza Di Wills brand in mid 2005. The Essenza Di Wills range of perfumes reinforces ITCs tradition of bringing world-class products to Indian consumers to enrich the quality of their lives. Essenza Di Wills embodies a fine balance between the classic and the contemporary. The brand personifies exclusivity, innate style, sophistication and magnetism. The Essenza Di Wills line has been developed with the assistance of French perfumery experts to give it the mystique and premium luxury quality that go with the best of international brands. Inizio, the signature range under Essenza Di Wills captures the very essence of attraction between a man and a woman with its two distinct lines - Inizio Femme (for women) and Inizio Homme (for men). The women's fine fragrance revolves around 'Floral Fruity Musky' notes while the men's fine fragrance is centered on 'Oriental Woody Fruity' notes. The bath and body care products share the same olfactory signature of the fine fragrances, to offer a harmonized grooming experience.


The latest addition to the Essenza Di Wills portfolio is the Aqua range for men (Aqua Homme) that offers a distinctive and fresh aquatic fragrance. The Aqua range includes an After-Shave Lotion, a Deodorant, a Hair & Body Shampoo and a Bathing Bar. Essenza Di Wills has significantly enhanced its brand salience in the lifestyle space by being the associate sponsors of the Wills Lifestyle India Fashion Week, the country's most premier fashion event that brings together the leading designers of the country. The Essenza Di Wills fashion line, specially designed for the brand by one of Indias leading designers, Varun Bahl, received high appreciation at the SpringSummer show in September 2007. Essenza Di Wills is available at Wills Lifestyle stores, select John Players stores and select premium outlets. This comprehensive grooming regimen of 16 products includes in the women's range, Eau De Parfum, Eau De Toilette, Deodorant, Shower Gel, Shampoo, Bathing Bar, Body Lotion, Cleansing Milk, Toner and Nourishing Cream while the men's range comprises Eau De Toilette, After Shave Lotion and Balm, Deodorant, All Over Shampoo and Bathing Bar. The bath and body care products share the same olfactory signature of the men and women's fine fragrances, to offer you a harmonised fragrance experience. A renowned European Design Firm has designed the packaging for the Inizio line. The fine fragrances are presented in an elegant three-piece box. The gold and maroon in the packaging for the women's range, complement each other invoking an aura that is intriguing and timeless. The interplay between black and bronze in the packaging for the men's range exudes eternal masculine charm. The clean-cut design and shape of the bottles expresses the fine harmony of the classic and the contemporary, a style reminiscent of European signature fragrance lines. This range has been created by a dedicated team within ITC working with International designers and fragrance houses, over the past three years and has undergone extensive product testing in India as well as in Europe, to ensure that the Indian consumer has a memorable product experience.


In September 2007, ITC launched Fiama Di Wills, a premium range of personal care products comprising shampoos, conditioner, shower gels and soap. This premium range is a unique blend of nature and science that promises gentle effective care. It is an outcome of 4 years of extensive research and development by experts at ITC R&D Centre. The packaging for all Fiama Di Wills products has been developed by a leading European design firm and the fragrances have been developed by an international fragrance house in France. Fiama Di Wills Shampoos developed in collaboration with Cosmetech Labs Inc., USA, offers a range of four variants. Each of these is designed to deliver a specific hair benefit to the consumer :

Everyday Mild (with extracts of Thyme & Juniper) is a gentle caring shampoo suitable for daily use.

Aqua Balance (with extracts of Magnolia Watercress) Blossoms is a & gentle

moisturizing shampoo ideal for dry, dull hair.

Volume Boost (with extracts of Rosemary & Sage) is a gentle volumizing shampoo ideal for thin, limp hair.

Silky Strong (with oils of Macadamia Nut and Babassu) helps make hair smooth, silky and strong and is ideal for weak, damaged hair. Each of these shampoos can be complemented with Fiama Di Wills Polishing Drops conditioner. This gentle conditioner enriched with Avocado Oil and Burdock extract promises to make hair shiny, soft and smooth. It also gives the additional benefits of UV protection as it contains Sunflower Seed extract, which


is a natural UV absorber. The Fiama Di Wills product line also consists of a 3-variant range of transparent shower gels which are unique as they come with suspended beads:

Mild Dew (enriched with soft beads, peach and avocado extracts) is for soft, moisturized skin.

Clear Springs (enriched with jojoba beads, sea weed and lemongrass extracts) is for clear healthy skin.

Exotic Dream (enriched with glitter beads, bearberry leaves and black currant extracts) is for stimulating freshness. The Fiama Di Wills range of soaps has been launched under the sub - brand SkinSense. The first variant to be introduced in this range is Soft Green. This is a gentle caring soap, which helps enhance retention of skin proteins making skin look beautiful and youthful.

Between February and June 2008, ITC expanded its personal care portfolio with the launch of Vivel Di Wills and Vivel brands. Vivel Di Wills, a range of soaps, and Vivel, a range of soaps and shampoos, cater to the specific needs of a wide range of consumers. Backed by consumer insights, these ranges offer the unique value proposition of providing the multiple benefits of Nourishment, Protection and Hydration in every single product. Thus providing, the ever-discerning consumer, complete care. The Vivel Di Wills range is available in two variants. Its unique carton pack has been developed by ITC's design team to provide a novel consumer experience.


Vivel Di Wills Sheer Radiance is enriched with Olive Oil, to provide skin lustre to make it radiant. Vivel Di Wills Sheer Crme is enriched with Shea Butter, to moisturize skin to make it soft and supple. The Vivel range of soaps is available in four variants:Vivel Young Glow is enriched with Vitamin E and Fruit Infusions which help in providing youthful glow to the skin. Vivel Satin Soft is enriched with Vitamin E and Aloe Vera which help the skin feel beautifully soft. Vivel Sandal Sparkle is enriched with Sandalwood Oil and Active Clay which helps in providing clear skin. Vivel Ayurveda Essence is enriched with multiple Ayurvedic Ingredients which help protect skin from germs and harsh environment, keeping it healthy and beautiful. The Vivel range of shampoos is available in three variants:

Vivel Shine & Glow is suitable for

dull to normal hair and is enriched with Green Tea Extract and Conditioners. It adds shine to hair.

Vivel Soft & Fresh is suitable for dry normal hair and contains Extra


Conditioners and Soya Protein. It makes hair soft and fragrant.

Vivel Volume & Bounce is suitable for oily to normal hair and contains Jojoba Oil and Conditioners. It adds volume and bounce to hair.

Vivel shampoos in line with its aspiration to offer world class products to the Indian consumer. Vivel shampoos will be available in three variants - Shine & Glow, Soft & Fresh and Volume & Bounce - customized to meet specific consumer needs.


Vivel shampoos are conveniently packaged in 200ml and 100 ml bottles and will also be available in sachets. The extension of the Vivel brand into the shampoo category follows the successful launch of Vivel soaps in February this year. Vivel shampoos, enriched with a unique Actipro-K complex, provide the Power of 3 benefits - Nourishment, Protection and Hydration. Backed by consumer insight, this novel value proposition is a result of 4 years of extensive research and product development at the ITC R&D Centre. The convergence of these benefits provides the ever discerning consumer wholesome care for her hair and makes her look beautiful. This belief is encapsulated in the Vivel tag line, Khoobsurti bas mein, Duniya kadmon mein. The exquisite fragrances for Vivel products have been developed by leading international fragrance houses. The soft vignette design and the unique braid design behind the brand logo are a reflection of the brand philosophy of delivering multiple, relevant and powerful benefits in each product. The three Vivel shampoo variants offer clearly differentiated benefits to the consumer:

Vivel Shine & Glow is suitable for dull to normal hair and is enriched with Green Tea Extract and Conditioners. It adds shine to hair.

Vivel Soft & Fresh is suitable for dry to normal hair and contains Extra Conditioners and Soya Protein. It makes hair feel soft and fragrant.

Vivel Volume & Bounce is suitable for oily to normal hair and contains Jojoba Oil and Conditioners. It adds volume and bounce to hair.

The 200 ml and 100 ml bottles and 8 ml sachets are priced at Rs. 89, Rs. 49 and Rs. 2, respectively. Apart from Vivel and Vivel Di Wills, ITCs personal care portfolio comprises Essenza Di Wills, Fiama Di Wills and Superia brands. In the popular segment, ITC has launched a range of soaps and shampoos under the brand name Superia.


Superia Soaps enriched with natural ingredients give radiant glowing skin. Superia Soaps are available in four variants : 1. Fragrant Flower: with the fragrance of Rose & Lavender Oil 2. Soft Sandal: with the fragrance of Sandal & Almond Oil 3. Natural Glow: with Neem & Coconut Oils 4. Healthy Glow: with Orange Oil Superia shampoos with triple conditioners and natural ingredients bring a natural shine to hair. Superia shampoos are available in two variants: 1. Shiny Black with Triple Conditioners and the natural goodness of Hibiscus & Brahmi extracts. 2. Vibrant Green with Triple Conditioners and the natural goodness of Amla & Arnica extracts. Superia soaps & shampoos are an outcome of 3 years of extensive product development by ITC scientists at the ITC Research and Development Centre. Consumer Insights based on detailed understanding of the modern Indian consumer led to the development of these products and brand experience. The delightful fragrances for the various products have been developed with leading international fragrance houses. The aesthetics and packaging for the products have been developed with leading designers and have been researched amongst hundreds of consumers . Superia soaps will be available in sizes ranging from 50g to 125g, and the shampoos in 125 ml and 55 ml.



Sample Size: 50 Respondents Sex: Male 8 Female 42

Male 16%

Female 84%

Findings: Out of the 50 respondents taken 84% are female and rest 16% are male.


Age group: 18-25 27 26-35 13 36-45 7 45-55 2 Above 55 1

36-45 14%

44-55 4%

Above 55 2%

18-25 54% 26-35 26%

Findings: Out of the 50 respondents maximum 54% are from the age group of 1825 followed by 26% 26-35, 14% 36-45, 4% 44-55 and only 2% above 55.


Occupation: Working 47 Non-Working 3

Non-Working 6%

Working 94%

Findings: Out of the 50 respondents maximum 94% respondents are working while 6% are not working.


Income Group: 10,000-15,000 8 15,001-20,000 9 20,001-25,000 15 Above 25,000 18

Above 25,000 36%

10,00015,000 16% 15,00120,000 18% 20,00125,000 30%

Findings: Out of the 50 respondents 36% respondents are from above 25,000 income group followed by 30% 20,001-25,000, 18% 15,001-20,000 and 16% 10,000-15,000.


Q1. Do you use Personal Care Products? Yes 50 No 0

No 0%

Yes 100%

Findings: Above chart depict maximum 100% respondents are using Personal Care Products.


Q.2 When you think of Personal Care Products, which brands come to your mind? HLL P&G J&J Reckitt B ITC LOreal Any Other 18 8 4 2 8 4 6

Any Other 12% L'Oreal 8% ITC 16% Reckitt B 4% J&J 8% P&G 16% HLL 36%

Findings: 36% respondents had ticked on HLL while they think of Personal Care Products followed by 16% each P&G and ITC, Johnson & Johnson and Loreal ticked 8% and any other ticked 12%.


Q.3 Do you use personal care product according to your skin type? Yes 35 No 15

No 30%

Yes 70%

Findings: Most of the respondents 70% does not use personal care product according to their skin type.


Q.4 Are you a brand loyal customer? Yes 18 No 32

Yes 36%

No 64%

Findings: Most of the respondents 64% are not brand loyal customers. But 36% respondent said they are very brand loyal.


Q.5 If not, then which out of following factors fluctuates you to other brands. Discounted Price Promotional Schemes 13 15 Strong Advertisement 4 0 Any other

Strong Adv. 12%

Any Other 0% Discounted Price 41%

Promotional Schemes 47%

Findings: Most of the respondents 46% fluctuates to other brands because of good promotional schemes offered by other company and 41% said good discounted price can change their view 13% said strong advertisement can change their view point.


Q.6 Are you aware of personal care products by ITC? Yes 42 No 8

No 16%

Yes 84%

Findings: Above chart depict that most of the respondents 84% are aware of personal care products by ITC.


Q.7 Have you used ITC personal care products? Yes 32 No 28

No 47%

Yes 53%

Findings: Above chart depict that 53% respondents have used ITC personal care products and rest 47% have not yet used the ITC products.


Q.8 Which of the following personal care product you have been used of ITC? A Essenza Wills Perfumes B Di Essenza Wills Perfumes C D E Di Vivel Di Wills (Shampoos and Soap)

Di Essenza Di Wills Fiama Perfumes Aqua Wills

Homme (for men (Shampoos, Conditioner, a Shower a Gels Body Soap) &

Inizio Femme Inizio Homme After-Shave (for women) (for men) Lotion, Deodorant, Hair &

Shampoo and a Bathing Bar) 4 3 5 12 9

E 27%

A 12%

B 9%

C 15% D 37%

Findings: Above chart depict that majority of the respondents 37% have used Fiama Di Wills (Shampoos, Conditioner, Shower Gels & Soap) followed by 27% used Vivel Di Wills (Shampoos and Soap), 15% have used Essenza Di Wills Perfumes Aqua Homme (for men After-Shave Lotion, a Deodorant, a Hair & Body Shampoo and a Bathing Bar), 12% are using Essenza Di Wills Perfumes Inizio Femme (for women) and 9% using Essenza Di Wills Perfumes Inizio Homme (for men) of ITC Personal Care Product. 55

Q.9 Are you satisfied with the personal care product of ITC you are using / used? Yes 26 No 6

No 21%

Yes 79%

Findings: Above chart depict that most of the respondents 79% are satisfied with the personal care product of ITC they are using rest 21% are not satisfied.


Q.10 What motivates you to buy ITC personal care product? Advertisement 26 Celebrities 12 Quality & Packing 9 Any Other 3

Quality & Packing 18%

Any Other 6%

Celebrities 24%

Advertiseme nt 52%

Findings: 52% respondents are motivate to buy ITC personal care product through advertisement 24% celebrity endorsement, 18% Quality & Packaging of the product and 6% ticked over any other reason.


Q.11 Will you recommend the ITC Product to you friend and family members? Yes 26 No 0

No 0%

Yes 100%

Findings: 100% respondents said they will recommend the ITC Product to their friend and family members.


On the basis of above findings, a few recommendations can be put forward: 1. It is necessary to have a high level of advertisement during the phase when a consumer actually purchases a personal care product. For instance during the last week of the month, just before purchase of monthly quota of their personal care products in most houses. Such a pulsed advertisement would be sufficient. 2. In order to attract a consumer through advertisements, it is benefits that have to be highlighted in the advertisements. This is necessary because consumers do not go through an extensive evaluation process for personal care products. 3. Any promotional scheme is to be displayed at the point of purchase prominently rather than through advertisements.


In todays dynamic and competitive business environment, marketers should understand the changing perceptions and needs of consumers. These perceptions keep on changing with time. As the competition is so tough that marketers keeps on increasing customer expectations by providing them better quality products. Once consumer experience a particular set of level, he/she dose not want to move below that level. The personal care product market has low involvement purchase decision. The consumers are not brand loyal. They keep on changing their brands frequently. So it is important for a marketer to keep his product alive in the market, otherwise the company will be kicked out of the market. We can take the example of the Camay, which could not catch the market pulse, and today it is out of the market. The following attributes are essential for the personal product segment: Fragrance and freshness are two most important attributes for the soap. So the manufactures should lay their main emphasis on these two attributes. Some soap is not doing well because they dont possess these qualities in their soaps. We can take the example of Denim, which is unsuccessful soap, as it does not fulfill these two essentialities. Price is another important attribute as the market looks for the value for money. People are price conscious. Not much people go for the premium range.

The consumers also consider foam and deodorant. Consumers have a psychology towards foam. The foam gives a feeling of cleaning the body well. Lot of people doesnt like lifebuoy, because it doesnt generate foam. Now a days people are also looking for deodorant in the soap. The flow of lot of deodorant sprays has also encouraged the peoples to look for deodorant in the soaps.

Apart from these attributes we find that promotional schemes are very important in catching the attention of consumers. That is why we are seeing that lots of


companies are coming with new promotional schemes. In survey also lot of people have said that promotional schemes tends to fluctuate from one brand to other brand. It has been revealed during the survey that advertisement plays an important role in positioning of personal care products. It helps in creating brand awareness among the consumers. This is advertisement, which makes consumers aware of free offers and discounted price.


Books Marketing Management, Philips Kotler, The Millennium Edition, Prentice Hall of India Private Limited, New Delhi. Sales and Distribution Management, T.K. Panda, Sunil Sahadev, Oxford University Press, New Delhi, 2005. Magazines India Today The Week Business Today

Newspapers Economics Times Times of India Financial Express

Websites www.google.com www.itcportal.com www.fashionproducts.com/personal-care-overview.html www.indiantelevision.com


QUESTIONNAIRE Personal Details: Name: _____________________________________________________________ Sex: Male Female Age group: 18-25 26-35 36-45 46-55 Above 55 Occupation: Working Non-Working Income Group: 10,000-15,000 15,001-20,000 20,001-25,000 Above 25,000

Q1. Do you use Personal Care Products? Yes No

Q.2 When you think of Personal Care Products, which brands come to your mind? HLL P&G Johnson & Johnson Reckitt Benckiser ITC Ltd.



Any Other, Pl. Specify___________________________________________ Q.3 Do you use personal care product according to your skin type? Yes No

Q.4 Are you a brand loyal customer? Yes No

Q.5 If not, then which out of following factors fluctuates you to other brands. Discounted Price Promotional Schemes Strong Advertisement

Any Other, Pl. Specify___________________________________________ Q.6 Are you aware of personal care products by ITC? Yes No

Q.7 Have you used ITC personal care products? Yes No

Q.8 Which of the following personal care product you have been used of ITC? Essenza Di Wills Perfumes Inizio Femme (for women) Essenza Di Wills Perfumes Inizio Homme (for men) Essenza Di Wills Perfumes Aqua Homme (for men After-Shave Lotion, a Deodorant, a Hair & Body Shampoo and a Bathing Bar) Fiama Di Wills (Shampoos, Conditioner, Shower Gels & Soap) Vivel Di Wills (Shampoos and Soap)

Q.9 Are you satisfied with the personal care product of ITC you are using / used? Yes No


Q.10 What motivates you to buy ITC personal care product? Advertisement Celebrities Quality & Packing

Any Other, Pl. Specify___________________________________________ Q.11 Will you recommend the ITC Product to you friend and family members? Yes No