SUMMER TRAINING REPORT On

ITC LIMITED COMPANY

Harshul
ITC [Type the company address] [Type the phone number] [Type the fax number] [Pick the date] Analyzing the market share of ITC personal care products &Effective strategies for wholesale channel of ITC

SUMMER TRAINING REPORT On ITC LIMITED COMPANY

Analyze the market share of ITC personal care products
&

Effective strategies for wholesale channel of ITC

Submitted in partial fulfillment of the requirements of the two year Mba marketing Submitted by
HARSHUL BAJAJ .

Roll No: Batch:

Chitkara university

INDEX
Sr.No Content 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 Sip Report Page No.

Acknowledgement
Preface Companys Profile ITCs Value ITCs Business Personal Care Product Growth Personal care Products in India Personal Care (Global View) Future Prospects ITCs PCP Range ITCs personal care Divison Benchmark Competitors of ITC Vivel portfolio

SIP REPORT

DECLARATION FORM
I hereby declare that the Project work entitled,

Analyze the market share of ITC

4

personal care products & Effective strategies for wholesale channel of ITC

_____submitted by me for the partial fulfillment of the MBA Marketing Program to CHITKARA UNIVERSITY, is my own original work and has not been submitted earlier either to CHITKARA UNIVERSITY or to any other Institution for the fulfilment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part is lifted and incorporated in this report from any earlier / other work done by me or others.

Place Date

: Gurgaon : : 29 - 06 - 2011 Harshul

Signature of Student

Name of Student

HARSHUL

Address

: 152, SEC-15 PART-2, HEWO APARTMENTS, Gurgaon

ACKNOWLEDGEMENT

I sincerely wish to express my gratitude towards my Institute Mentor, Mrs. Shivali Jindal. I also sincerely wish to express my gratitude towards my Project guide Mr. Anurag Shrivastava Area Manager (NCR) of ITC LIMITED for giving me the opportunity to learn about Marketing strategy and sales and distribution channel of an organization. It has been of immense value addition to me. I would like to also thank him for being always present to guide me, helping me understand the intricacies of Marketing and Sales department of any organization and how to go about doing my project. Apart from my project guide I wish to express my gratitude towards the following people also:

Mr. Rghvendra (Branch Manager) for giving me the opportunity to work with ITC Limited. 6

Mrs. Rupa Prabhu ( HR Manager) for giving me this summer project. Mr. Nitin Sharma (Area Executive) and Mr. Tarun Rastogi (Area Executive) for providing me the required data and making me understand them. Sales Persons of ITC whose help me a lot to complete my project. All others without whose support I would not have been able to fruitfully utilize the twelve weeks given to me at the organisation. Finally I would like to thank my institute CHITKARA UNIVERSITY, Chandigarh that provided me this opportunity to interact so closely with this organization and understand intricacies of corporate world.

HARSHUL Chitkara University

Preface

In todays corporate world, work experience is an indispensable part of every professional career. In the same manner, practical training of, what we have learnt just sitting in the lecture rooms, in any organization is must for every individual who is undergoing management course.

Without the practical exposure one cannot consider himself or herself as a qualified capable manager. During this summer training period the students learn through his own experience, the real situations of the corporate world and to put his
7

theoretical knowledge of books into practice. This experience is very valuable for any alumni and plays a leading and an important role in career of the student.

Entering into a corporate organization is like stepping into a new world. At first everything seems strange and unheard but at the same time when the time passes one understand the concepts, working and tics and tats of the corporate organization and thereby develop professional relationship as well as professional attitude.

Company Profile

ITC is one of India's foremost private sector companies with a market capitalisation of nearly US $ 19 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 India Limited

Type Founded

Public (BSE:ITC) 24 August 1910, Radha Bazar Lane, Kolkata, India

Headquarters Key people

Kolkata, India Yogesh Chander Deveshwar, Chairman, K. Vaidyanath, Director, Partho Chatterjee, CFO

Industry

Tobacco, foods, hotels, stationery, greeting cards ,Products Cigarettes, packaged food, hotels, apparel

Revenue Employees Website

$4.75 billion USD (2006) 26000 (2009) www.itcportal.com

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
10

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 eenabled 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 25,000 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 3,72,000 shareholders, fulfill the aspirations of its stakeholders and meet societal expectations. This over-arching vision of the company is expressively captured in its corporate positioning statement: "Enduring Value. For the nation. For the Shareholder."

11

12

ITCs VALUES

The ITC Vision

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.

The ITC Mission

To enhance the wealth generating capability of the enterprise in a globalizing environment, delivering superior and sustainable stakeholder value

BUSINESSES of ITC Cigarettes:

13

ITC is the market leader in cigarettes in India. With its wide range of invaluable brands, it has a leadership position in every segment of the market. It's highly popular portfolio of brands includes Insignia, India Kings, Classic, Gold Flake, Silk Cut, Navy Cut, Scissors, Capstan, Berkeley, Bristol and Flake.

Foods:
ITC made its entry into the branded & packaged Foods business in August 2001 with the launch of the Kitchens of India brand. A more broad-based entry has been made since June 2002 with brand launches in the Confectionery, Staples and Snack Foods segments. The Foods business carries forward this proud tradition to deliver quality food products to the consumer. All products of ITC's Foods business available in the market today have been crafted based on consumer insights developed through extensive market research

Lifestyle Retailing:
ITCs Lifestyle Retailing Business Division has established a nationwide retailing presence through its Wills Lifestyle chain of exclusive specialty stores. Wills Lifestyle, the fashion destination, offers a tempting choice of Wills Classic work wear, Wills Sport relaxed wear, Wills Clublife evening wear, fashion accessories and Essenza Di Wills an exclusive range of fine fragrances and bath & body care products and Fiama Di Wills a range of premium shampoos and shower gels. Wills Lifestyle has also introduced Wills Signature designer wear, designed by the leading designers of the country.

Personal Care:
In line with ITC's aspiration to be India's premier FMCG company, recognized for its world-class quality and enduring consumer trust, ITC forayed into the Personal Care business in July 2005. In the short period since its entry, ITC has already launched an array of brands, each of which offers a unique and superior value proposition to discerning consumers. Anchored on extensive consumer research and product development, ITC's personal care portfolio brings world-class products with clearly differentiated benefits to quality-seeking consumers. ITC's Personal Care portfolio under the 'Essenza Di Wills', 'Fiama Di Wills', 'Vivel Di Wills' 'Vivel UltraPro', 'Vivel' and 'Superia' brands has received encouraging consumer response and is being progressively extended nationally.

14

Education and Stationary Products:

ITC made its entry into the stationery business in the year 2002 with its premium range of notebooks, followed in the year 2003 with the more popular range to augment its offering. Today, ITC continues to blend its core capabilities to market a growing range of education and stationery products. These capabilities include, a. Manufacturer of Indias first Ozone treated environment friendly Elemental Chlorine Free (ECF) pulp, paper and paperboard. b. Knowledge of image processing, printing & conversion garnered from its Packaging & Printing Business c. Brand Building & Trade Marketing & Distribution strengths resident in its FMCG Business. ITCs stationery Brands are marketed as Classmate and Paperkraft, with Classmate addressing the needs of students and Paperkraft targeted towards college students and executives.

Safety Matches:
As part of its strategic initiative to create multiple drivers of growth in the FMCG sector, ITC commenced marketing safety matches sourced from the small-scale sector. The Matches business leverages the core strengths of ITC in marketing and distribution, brand building, supply chain management and paperboard & packaging to offer Indian consumers high quality safety matches. ITCs range of Safety matches include popular brands like i Kno, Mangaldeep, Aim, Aim Mega and Aim Metro.

Agarbattis:
As part of ITC's business strategy of creating multiple drivers of growth in the FMCG sector, the Company commenced marketing Agarbattis (incense sticks) sourced from small-scale and cottage units in 2003. This business leverages the core strengths of ITC in nation-wide distribution and marketing, brand building, supply chain management, manufacture of high quality paperboards and the creation of innovative packaging solutions to offer Indian consumers high quality Agarbattis. With its participation in the business, ITC aims to enhance the competitiveness of the small and medium scale sectors

15

through its complementary R&D based product development and strengths in trade marketing and distribution.

HOTELS:
ITC entered the hotels business in 1975 with the acquisition of a hotel in Chennai, which was then rechristened ITC Chola. Since then the ITC-Welcomgroup brand has become synonymous with Indian hospitality. With over 100 hotels in more than 75 destinations, ITC-Welcomgroup has set new standards of excellence in the hotel industry in Accommodation, Cuisine, Environment and Guest Safety. ITC's Hotels business is one

of India's finest and fastest growing hospitality chains. ITC Hotels' commitment to delivering globally benchmarked services, embedded in a culture deeply rooted in India's rich tradition of hospitality, gives it a unique and distinct identity.

Paperboards and Specialty Papers

ITCs Paperboards and Specialty Papers Division is Indias largest and most technologically advanced paper and paperboards business. ITC caters to a wide spectrum of packaging, graphic, communication, writing, printing and specialty paper requirements through its four world-class mills in India. Having pioneered many speciality applications like cigarette tissues, packaging boards, aseptic cartons and gypsum liners, ITCs Paperboards and Specialty papers business enjoys market leadership in the value-added paperboards segment, and also has a significant share of the Indian paperboards market. It is also the largest Indian exporter of coated boards.

Agri business:
ITC's pre-eminent position as one of India's leading corporates in the agricultural sector is based on strong and enduring farmer partnerships, that has revolutionized and transformed the rural agricultural sector. A unique rural digital infrastructure network, coupled with deep understanding of agricultural practices and intensive research, has built a competitive and efficient supply chain that creates and

16

delivers immense value across the agricultural value chain. One of the largest exporters of agri products from the country, ITC sources the finest of Indian Feed Ingredients, Food Grains, Edible Nuts, Marine Products, Processed Fruits, Coffee & Spices.

INFORMATION TECHNOLOGY
ITC InfoTech, a global IT services company, is today one of Indias fastest growing IT services and solutions providers. Based out of a picturesque 35 acre campus in the heart of Bangalore city, ITC InfoTech, through wholly-owned subsidiaries in the UK and US, provides outsourced IT services and solutions to leading global customers. ITC InfoTech offers IT services and solutions across five key industry verticals: Banking, Financial Services & Insurance (BFSI), Consumer Packaged Goods (CPG) & Retail, Manufacturing & Engineering Services, Travel, Hospitality & Transportation and Media & Entertainment.

17

PERSONAL CARE PRODUCTS 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 2005-2006 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 them. 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 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
18

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 categorized into cuticle care products, foot scrub, hand and foot cream, nail care products etc. 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 Styling Gel 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 product
19

Hair Conditioner Hair Glaze

Hair Oil Hair Spray

Face makeup product

Lip makeup product

SOURCE: CMIE

20

Growth
The personal care industry had an excellent growth rate in all the major markets of the world in 2005-2006. Since the past few years, people have become more conscious about their appearance and look, leading to a huge demand for these products in the whole world. New products are launched by the leading brands to attract consumers. The trends in all the leading personal care markets show that this industry is showing a massive potential for growth. The womens beauty industry is growing at rate of approximately USD 202.254 billion every year where as the global market for cosmetics alone USD 30.33 billion. The global personal care products industry is growing at a very rapid pace; some of the factors responsible are:

Rise in consumer spending power, Increased demand due to people consciousness, Key demographic factors, Entry of herbal and organic products, Lifestyle and climactic changes, and Massive advertising and promotiom strategy

Body care products claiming to firm, tone and lift offer consumers a quick-fix solution for body woes. The industry turns over $100 billion every year & the cosmetics market alone is worth more than $15 billion worldwide. The UK market is worth $6.2 billion with a +5.3% growth rate. People in the UK spend on average $2,000 a year on beauty treatments & cosmetics. The cosmetics market is expected to be worth $351 million by 2009. Total expenditure on male grooming products in the is expected to reach $1.5 billion by 2008. Spending on own-label personal care products rose to $7.4 billion last year. The global personal care products industry is growing at a very rapid pace.

21

Personal Care Sector in (India)

22

Increase in per capita income and heightened awareness of personal appearances; have fuelled the demand for personal care products in India and today this sector has emerged as one of the fastest growing markets in the country. Keeping this in mind, we have released an industry Profile on Personal Care Sector in India. This well researched document is presented in a series of 105 slides in PDF format, with data tables, and graphs. This profile has been prepared through extensive secondary and internet research. This profile will help in providing basic information about the industry to foreign companies planning to enter the Indian market or existing companies (foreign / Indian) expand their business in India, companies planning to set up manufacturing units and companies strategising to increase their market share, etc. The profile will also be of value to consultants, analysts, market research organizations and corporate advisors. Profile on Personal Care Sector in India helps to gain an insight into the evolution of the industry and competitive dynamics prevalent in the market. It discusses the recent developments in the industry and analyzes the key trends and issues.

Personal care (Global view)

23

The personal care industry had an excellent growth rate in all the major markets of the world in 2005-2006. Since the past few years, people have become more conscious about their appearance and look, leading to a huge demand for these products in the whole world. New products are launched by the leading brands to attract consumers. The trends in all the leading personal care markets show that this industry is showing a massive potential for growth. The womens beauty industry is growing at rate of approximately USD 202.254 billion every year where as the global market for cosmetics alone USD 30.33 billion. The global personal care products industry is growing at a very rapid pace; some of the factors responsible are: Rise in consumer spending power, Increased demand due to people consciousness, Key demographic factors, Entry of herbal and organic products, Lifestyle and climactic changes, and Massive advertising and promotiom strategy

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

24

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. Many companies are addressing these problems and are shifting their focus to the natural and organic products. These products are beneficial to our health as well as environment, because very less quantity of synthetic compounds and toxic elements are used in these products. In most of the countries the demand for organic products has been rising steadily. According to a study conducted by the Natural Personal Care Consumers: Unlocking Future Potential, the organic products market in UK alone will rise from USD 18.19 million in 2007 to USD 24.26 million in the year 2011. Organic and natural personal care products industry has profited much from the growing consumer awareness and their changing lifestyles. These developments have also helped in introduction of a lot of organic products in the market. Despite many sectors showing signs of maturation in the key, developed markets, innovation remains high and while

25

economic prosperity continues many consumers are proving willing to make the trade up, signaling a positive future for value sales.

I.T.C.S PERSONAL
RANGE
In line with ITC's aspiration to be India's premier FMCG company, recognised for its world-class quality and enduring consumer trust, ITC forayed into the Personal Care business in July 2005. In the short period since its entry, ITC has already launched an array of brands, each of which offers a unique and superior value proposition to discerning consumers. Anchored on extensive consumer research and product development, ITC's personal care portfolio brings world-class products with clearly differentiated benefits to quality-seeking consumers. ITC's Personal Care portfolio under the 'Essenza Di Wills', 'Fiama Di Wills', 'Vivel Di Wills' 'Vivel UltraPro', 'Vivel' and

CARE

26

'Superia' brands has received encouraging consumer response and is being progressively extended nationally. ITC's state-of-the-art manufacturing facility meets stringent requirements of hygiene and benchmarked manufacturing practices. Contemporary technology and the latest manufacturing processes have combined to produce distinctly superior products which rank high on quality and consumer appeal. Extensive insights gained by ITC through its numerous consumer engagements have provided the platform for its R&D and Product Development teams to develop superior, differentiated products that meet the consumer's stated and innate needs. The product formulations use internationally recognised safe ingredients, subjected to the highest standards of safety and performance.

27

ITCs PERSONAL CARE DIVISION

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
28

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. 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 five variants. Each of these is designed to deliver a specific hair benefit to the consumer. 1. Everyday Mild is a gentle caring shampoo suitable for daily use. 2. Aqua Balance is a gentle moisturizing shampoo ideal for dry, dull hair. 3. Volume Boost is a gentle volumizing shampoo ideal for thin, limp hair. 4. Silky Strong helps make hair smooth, silky and strong and is ideal for weak, damaged hair. 5. Shine in Style makes hair shiny and manageable, easy to style and is ideal for dull to normal 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.
29

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 is for soft, moisturized skin. Clear Springs is for clear healthy skin. Exotic Dream is for stimulating freshness.

The Fiama Di Wills range of soaps has been launched under the sub - brand Skin Sense. 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:30

 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 to 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.

The product portfolio was further enhanced with the launch of Ultrapro antidandruff shampoo under the umbrella brand Vivel in December 2008. Ultrapro promises to fight dandruff twice as effectively while also providing care for hair through the plus benefits of Nourishment and Moisturisation. In the popular segment, ITC has launched a range of soaps and shampoos under the brand name Superia.

31

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.Another addition to the Superia shampoo portfolio, Superia Maxi Protect Active Health shampoo contains Dandruff Fighter along with Vitamins & Soya Protein. It fights multiple types of dandruff causing germs and leaves hair & scalp feeling clean & healthy.

BENCHMARK COMPETITOR OF ITC PCP RANGE:

1. FIAMA DI WILLS DOVE. (Premium segment) VIVEL DI WILLS LUX INTERNATIONAL. (Mid premium segment)

32

ITC currently has three brands in the personal care product segment Fiama, Vivel and Superia. In line with ITC's aspiration to be India's premier FMCG Company, recognized for its world-class quality and enduring consumer trust, ITC forayed into the Personal Care business in July 2005. In the short period since its entry, ITC has already launched an array of brands, each of which offers a unique and superior value proposition to discerning consumers. Anchored on extensive consumer research and product development, ITC's personal care portfolio brings worldclass products with clearly differentiated benefits to quality seeking consumers.

ITC's Personal Care portfolio under the 'Essenza Di Wills', 'Fiama Di Wills', 'Vivel Di Wills' 'Vivel UltraPro', 'Vivel' and 'Superia' brands has received encouraging consumer response and is being progressively extended nationally.

ITC's state-of-the-art manufacturing facility meets stringent requirements of hygiene and benchmarked manufacturing practices. Contemporary technology and the latest manufacturing processes have combined to produce distinctly superior products which rank high on quality and consumer appeal.

Extensive insights gained by ITC through its numerous consumer engagements have provided the platform for its R&D and Product Development teams to develop superior, differentiated products that meet the consumer's stated and innate needs. The product formulations use internationally recognized safe ingredients, subjected to the highest
33

Standards of safety and performance.

34

Vivel Portfolio:
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. Vivel Di Wills and Vivel are high quality ranges of soaps and shampoos for the upper-mid and mid-market consumer segments. All products offer a unique value proposition of bringing together ingredients that provide the benefit of Nourishment, Protection and Moisturisation through one product, hence providing the ever discerning consumer complete care, which makes her beautiful and confident. The Vivel Di Wills range of Soaps is available in two variants.

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 five 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.

35

 Vivel Ayurveda Essence is enriched with

multiple Ayurvedic Ingredients which help protect skin from germs and harsh environment, keeping it healthy and beautiful.

Vivel Silk Spring is enriched with Green Apple extracts and Olive oil which help in making skin smooth.

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 to 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.

The product portfolio was further enhanced with the launch of Ultrapro antidandruff shampoo under the umbrella brand Vivel in December 2008. Ultrapro promises to fight dandruff twice as effectively while also providing care for hair through the plus plus benefits of Nourishment and Moisturisation.

36

The main competitor of ITC Company:-

V/S

The Main competitor of ITC Limited in PCP sector is HUL (Hindustan Unilever Ltd.)

37

PROJECT-1
Analyzing the market share of ITC personal care products

RESEARCH METHODOLOGY RESEARCH INSTRUMENTS

RESEARCH APPROACH DIRECT CONTACT WITH PEOPLE.

SAMPLING PLAN
SAMPLE UNIT: SAMPLE SIZE: SAMPLING METHOD: SAMPLING AREA: REGION BOTH MALE & FEMALE 50 PROSPECTS SIMPLE RANDOM DELHI AND NCR

38

OBJECTIVES OF THE STUDY

This project is based on the comparative study consumer behavior towards ITC Vivel Soap & HUL Personal Care Products. Objectives of the study are:

The

other

objective

is to

know

about

the

customer

satisfaction level associated with the product and the customer preference level.

To increase customer satisfaction and capture the market share by fulfilling the customer needs.

To study the factors affecting the consumption pattern.

SCOPE OF THE STUDY

As learning is a human activity and is as natural, as breathing. Despite of the fact that learning is all pervasive in our lives, psychologists do not agree on how learning takes place. How individuals learn is a matter of interest to marketers. They want to teach retailers in their 39

roles as their roles as consumers. They want retailers to learn about their products, product attributes, potential consumers benefit, how to use, maintain or even dispose of the product and new ways of behaving that will satisfy not only the consumers needs, but the marketers objectives.

The scope of my study restricts itself to the analysis of retailer preferences, perception and consumption of ITC Vivel Soap & HUL Personal Care Products. There are many other brands of PCP available but my study is limited to two major players of PCP leaving behind the others. The scope of my study is also restricts itself to Panchavati Region of Nasik only.

LIMITATIONS OF THE STUDY

In attempt to make this project authentic and reliable, every possible aspect of the topic was kept in mind. Nevertheless, despite of fact constraints were at play during the formulation of this project. The main limitations are as follows:

Due to limitation of time only few people were selected for the study. So the sample of retailers was not enough to generalize the findings of the study.

40

 The main source of data for the study was primary data with the help of self-administered questionnaires. Hence, the chances of unbiased information are less.

People were hesitant to disclose the true facts.

The chance of biased response cant be eliminated though all necessary steps were taken to avoid the same.

ANALYSIS OF THE STUDY

SALE OF THE PCP
Table: 1 Sale of the Soaps Number of Respondents Yes 95% No 5%

41

From the above analysis of the given sample of 100 respondents it is concluded that out of 100 people 95% people sell Soaps while only 5% people dont sell Soaps.

42

PURCHASE OF PERSONAL CARE PRODUCTS

PURCHASE OF ITC SOAPS

From the above analysis of given sample of 22 respondents who use ITC Personal Care Products it is concluded that mostly people has purchased Vivel TS sub-brand of ITC PCP while Vivel Ayurvedic is least purchased by the people.

Share of various companies (PCP) generally retailers deal with more

HUL ( 50% ) ITC ( 15% ) Dabur (10% )

43

Godrej( 20% ) Other ( 05% )

contribution of banded packs & single pack of soaps in sale

Banded Pack (40%) Single Pack (10%)

44

Viability of the schemes of ITC (PCP)

YES (40% ) NO ( )

45

share of soap of different companies with various retailers

HUL ( 15% ) ITC ( 70% ) Godrej ( 10% ) Others ( 05% )

46

share of different shampoos

HUL ( ) ITC ( ) P&G ( ) Dabur ( ) Others ( )

share of different shower gels in pcp market

47

Palmolive ( HUL ( ) ITC ( ) Others ( )

feedback about the quality of ITC products Excellent ( ) Good ( ) Satisfaction ( ) Need Improve ( )

48

awareness of ITC (PCP) products

High ( 20% ) Average (70%) Normal ( 10% )

49

frequency of buying ITC (PCP) products

Weekly ( 60%) Fortnightly(30% Monthly (10%)

ITC (PCP) focusses more on consumer promos or Trade scheme

Consumer Promos (30%) Trade Scheme (70% )

50

The most selling category of PCP on value basis

Soap ( 80%) Shampoo (10%) Shower gel ( 06%) Cream (04%)

51

REASONS FOR NOT SWITCHING OVER TO OTHER BRANDS

All the retailers why they continue to buy the old brand gave various important reasons. The most important reasons given by the retailers were: Brand

52

 Image Quality Packaging Flavor

PROJECT REPORT ON RETAILER PREFERENCE TOWARDS CANDICO CANDIES ITC CANDYMAN AND

Que1. Do you sell soaps? Yes No

Que2. Which brand of soaps do you prefer? ITC Vivel HUL LUX

Que3. Which sub-brand you have purchased?

ITC PCP HUL PCP

Fiama Di Wills Lux 53

Vivel Di Wills Lifebuoy

Vivel TS Liril

Superia TS Dove

Vivel Ayurvedic

Breeze

Que4. Rank the sub-brands of ITC PCP according to your preference? (1 for most preferred)

ITC PCP

Fiama Di Wills Vivel Di Wills

Vivel TS

54

Vivel Ayurvedic

Que5. How much importance do you give to the following factors when you purchase soap? (Tick in the desired column)

Factors

Very Important 4 2 2 1 1

Important

Normal

Least Important

None

Flavor Price Quality Packaging Brand

Que6. How much are you satisfied with the following factors in your preferred soap? (Tick in the desired column) Factors Very Satisfied Satisfied Normal Least Satisfied Cant Say

Flavor Price Quality Packaging

55

Form Brand Image Color Shape Quantity

Que7. Which pack of soap do you sell? Single Pack of 2

Pack of 3

Packs of 4

Que8. What pack do you purchase? Single Pack of 2

Pack of 3

Packs of 4

Que9. Which promotional offers attract you most? Free gifts Price Offer Any other

Que10.Which of these factors affects your purchase? 56

 Advertisement Suggestion from customers Attractive Display Salesman Advice Brand Ambassadors Ingredients

Que11. Which media of advertisement influence your purchase? Television Newspapers Brochures

Hoarding

Display

Que12. What according to you is the reasonable price of candy?

BelowRs.10

Rs.10-Rs.15

Rs.15-Rs.20

Rs20-Rs25

Above Rs25

Que13. If your preferred brand is not available for repeat purchases then what will you do?

57

 Postpone your purchase Switch over to other brand Go to the other seller to search for your preferred brand

Que14. If another brand of the same product appears in the market, will you prefer to stop buying this brand and buy the new brand? No, not at all I may consider

No, I shall not

cant say

Que16. If you dont like to change to the new brand, then what are the reasons for continuing to purchase the old brand?

DISTRIBUTION CHANNEL

:-

An Overview

58

DISTRIBUTION CHANNEL OF VIVEL SOAP FROM ITC

59

NEED: Distribution channels are sets of interdependent organizations involved in the process ofmaking a product or service available for use or consumption. From the point of view ofmaking available products and services, the existence of intermediaries between theproducts and the ultimate end users is inevitable. This inevitability is primarily due to thefact that producers can exploit the economies of scale only if they produce in bulk, which inturn results in the production function getting concentrated in a single location. It is noticedthat channels are created for reaching out to different customers who are spread wide acrossterritories. Each channel addresses the needs of the customer. The mass retail and key retail segmentsaddress the convenience aspect as they are located in proximity to residential areas. TheModern Retail outlets might address the same customer but provides a different valueproposition. It addresses a different need of providing a wide array of products under oneroof when the customer values a shopping experience, and would like to have an experienceof picking up his groceries and personal care products. For example in case of VIVEL soap, ITC towards making this product reach the end userhad to employ the right channel, and ensure proper strategies are in place towardsmaximizing the off take of the product through the channel by the target customers. Nowthe availability of the same product at different channel members is different. The productmay be available in boxes and in large quantity at the wholesalers point targeting theretailers whereas the same product is available in the base pack with the retailers, heretargeting the retailers. Even at this part of the channel, there is a difference. The product at alocalkiryana shop may be available with no offer whereas the same product at a big

60

61

DISTRIBUTION CHANNEL PLAYERS

1) Factories: ITC Limited has two manufacturing facilities of soaps in India. These are located one each at Bangaluru and Haridwar. Apart from these two there are four other units which manufacturesoaps and other personal care products for ITC. The goods from the factories goes directly to theWholesale service providers. These factories are well connected with the branch offices. From hereexchange of information takes place which guides the flow of products to the Wholesale serviceproviders. 2) Wholesale service providers (WSP): The role of the WSPs is to simply take delivery of the goods from the factories that the ITC have atsix different locations across India and forward it to the Wholesale Dealers. They are almost thesame as C&F agents in the other companies. They are given commissions for their handling of thegoods. They in turn have to see that the goods reach the next point of the channel that is theWholesale dealers in time and safely. They also have to maintain their stock level and see that thedistributor is maintaining their stock as per the norms of the Company. The stock norms are maintained in ITC as a real time basis. ITC have software named SIFY Forumfor the same. This is a real time software, by the use of which the WSP agent can know the stocklevel maintained by the Distributor and vice versa. It also helps in ordering of the stock for theDistributor and the other channel members. 3) Wholesale Dealer: A Wholesale Dealer is a channel member in the distribution system which plays a vital rolein the reach of the products of a company to the customers. They buy the products from thecompany and in turn deliver to the further channel members at their own cost. They have tomaintain their own Sales force as well all other necessary infrastructure or the manpower necessaryfor them so that the goods pass on smoothly and in time to the customers at the POP. The efficiency of the Distributors can be judged by the ROI that they achieve.ROI or Return onInvestment is the net profit that a Distributor
62

saves for himself. It is determined by the totalInvestments made divided by the total expenses. It takes into account all the expenses for aparticular company including the cost of the stock norms that they have to maintain for a particularcompany. It also takes into account the rotation of the money made by the distributors, the working

capital maintained and the credit policy given by the Company and the credit policy they appliesfurther. It also takes into account the Manpower that they have to keep for the smooth functioning ofthe channel members. In FMCG industry the healthy ROI is said to be anything between 18%24%.But in some cases the Distributors can only maintain a ROI of <15%. It is mainly because of theinefficiency of the distributor in his distribution of the Goods from the company to the othermembers of the Distribution channel. A distributor reduces his ROI if he maintains a high creditperiod and his rotation of the working capital is very less. If the rotation is twice a month then theROI is said to be 24%. This can be achieved by maintaining a credit period of 10-15 days. To carry out operations, a WD needs to recruit effective manpower. The manpower includes thesalesman (DS), suppliers, supervisors and computer operators. The salesman goes to the market andrepresents the company, hence he needs to be smart and well mannered. It becomes essential for theWD point to recruit a staff which is capable of effective sell in. The WD point is also required torecruit suppliers for supplying the goods in the market. Again the suppliers must be well manneredwith good knowledge of the market. The WD point must ensure enough storing place for theproducts at the point. The products from the WD point moves to the retailers and the secondary wholesellers. 4) Wholesalers: Any product category which is high selling will have wholesalers. Same is in the case of ITC. In theproduct category - cigarettes or the next family of product categories - Personal care products, allhave a combination of wholesale and Retail Sale. The only difference between the two is the

63

offtake levels, financial capacity and sometimes infrastructure to deliver to retailers. Normally the ratesfor wholesale is cheaper than retail, as it is in bulk. This sometimes led to price cutting in market.Both retail and wholesale have a role to play. Its always good to have high retail throughput (TotalRetail Sales/ Total Sales) to have higher control of organization over the retailers. This will help theorganization to launch new brands in future, increase visibility at the outlets, which is just becauseof relationship of organization salesman with Trade. At the other end, in case of insufficient supplyfrom factories or WSPs, there will be sufficient stock to deliver to outlets to serve the conserve.Also, there are many markets which are practically and financially not possible for muchorganizations to cover like less than 10K markets, Here these small retailers in smaller markets getthe stock from these wholesalers which are located at some distance from them. 5) Retailers These include the retail channels for Personal Care products under the General Tradecategory. Key Retail outlets are other large kirana shops which are not wholesalers. They too caterto residents largely and visitors and passerbys. The average sale of these stores could vary betweenRs 10000 per month and Rs 40000 per month. These again are serviced once or twice a week are key points for the company in terms of reaching the masses.

depending on the BPM and the company and the range of products it deals with. The mass retailoutlets are typically serviced once a week and cater to the local populace. Their reach & ability tocater to the occasional customer mandate their existence. They generally stock those products whichare in demand from the customers and have a good consumer pull. The smaller SKUs such assachets are popular. The company replenishes the stocks on a fortnightly/ weekly basis and has littleinfluence over the portfolio maintained by the retailers. These outlets are the largest in number and

64

PROJECT-2
STRATEGIES OF WHOLESALE CHANNEL OF ITC PCP

The main essence of wholesalers thinking is to buy in bulk quantities. They work for very less margin & they believe in selling in very high quantities. They dont believe in consumer promos & displays, they just want more & more trade schemes. So that they are able to face more & more competitions. They never purchase newly launched products, but they believe in purchasing the products falling under the Categories of Mass segment & well established products

Channel Intermediaries Wholesalers

They break down 'bulk' into smaller packages for resale by a retailer. They buy from distributors and resell to retailers. They take ownership or 'title' to goods whereas agents do not. They provide storage facilities. For example, cheese manufacturers seldom wait for their product to mature. They sell on to a wholesaler that will store it and eventually resell to a retailer.
65

Wholesalers offer reduce the physical contact cost between the producer and consumer e.g. customer service costs, or sales force costs. A wholesaler will often take on the some of the marketing responsibilities. Many produce their own brochures and use their own telesales operations. The main strategic objective of the Wholesale channel is to deliver profitable market share growth by becoming the leading sales organization in the sporting goods industry in terms of effectiveness and efficiency. To realize this, Wholesale takes the go-to-market strategies handed over by Global Brands and commercializes them within a defined framework across various third-party retail channels.

STRATEGIES OF ITC
ITC is a board-managed professional company, committed to creating enduring value for the shareholder and for the nation. It has a rich organizational culture rooted in its core values of respect for people and belief in empowerment. Its philosophy of all-round value creation is backed by strong corporate governance policies and systems.

66

ITCs corporate strategies are: Create multiple drivers of growth by developing a portfolio of world class businesses that best matches organizational capability with opportunities in domestic and export markets. Continue to focus on the chosen portfolio of FMCG, Hotels, Paper, Paperboards & Packaging, Agri Business and Information Technology. Benchmark the health of each business comprehensively across the criteria of Market Standing, Profitability and Internal Vitality. Ensure that each of its businesses is world class and internationally competitive. Enhance the competitive power of the portfolio through synergies derived by blending the diverse skills and capabilities residing in ITCs various businesses.

Create distributed leadership within the organization by nurturing talented and focused top management teams for each of the businesses.
Continuously strengthen and refine Corporate Governance processes and systems to catalyses the entrepreneurial energies of management by striking the golden balance between executive freedom and the need for effective control and accountability.

SWOT ANALYSIS

67

STRENGTHS:

1.

ITC is one of India's foremost private sector companies.

2.

ITC leveraged it traditional businesses to develop new brands for

new segments. . For example, ITC used its experience of transporting and distributing tobacco products to remote and distant parts of India to the advantage of its FMCG products.

3.

ITC ranks among India's top 10 Most Valuable (Company) Brands.

4.

It has market capitalization of nearly US $ 18 billion.

5.

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.

6.

ITC's Agri-Business is one of India's largest exporters of

agricultural products.

7.

ITC is a diversified company trading in a number of business apparel, personal care, greetings cards,

sectors including cigarettes, hotels, paper, agriculture, packaged foods and confectionary, branded Information Technology, safety matches, incense sticks and stationery.

68

WEAKNESSES:

1.

The company's original business was traded in tobacco. ITC

stands for Imperial Tobacco Company of India Limited. It is interesting that a business that is now so involved in branding continues to use its original name, despite the negative connection of tobacco with poor health and premature death.

2.

To fund its cash guzzling FMCG start-up, the company is still

dependant upon its tobacco revenues. Cigarettes account for 47 per cent of the company's turnover, and that in itself is responsible for 80% of its profits. So there is an argument that ITC's move into FMCG (Fast Moving Consumer Goods) is being subsidized by its tobacco operations. Its Gold Flake tobacco brand is the largest FMCG brand in India - and this single brand alone holds 70% of the tobacco market.

OPPORTUNITIES:

1. (and

Core brands such as Aashirvaad, Mint-o, Bingo! And Sun Feast others) can be developed using strategies of market

development, product development and marketing penetration.

2.

ITC is moving into new and emerging sectors including

Personal Care Products, Information Technology and supporting

69

business solutions.

3.

E-Choupal is a community of practice that links rural Indian

farmers using the Internet. This is an original and well thought of initiative that could be used in other sectors in many other parts of the world. It is also an ambitious project that has a goal of reaching 10 million farmers in 100,000 villages. Take a look at e-Choupal here http://www.itcportal.com/agri_exports/e-choupal_new.htm ITC leverages e-Choupal in a novel way. 4. The company researched the tastes of consumers in the North,

West and East of India of atta (a popular type of wheat flour), then used the network to source and create the raw materials from farmers and then blend them for consumers under purposeful brand names such as Aashirvaad Select in the Northern market, Aashirvaad MP Chakki in the Western market and Aashirvaad in the Eastern market. This concept is tremendously difficult for competitors to emulate.

5.

Chairman Yogi Deveshwar's strategic vision is to turn his Indian

conglomerate into the country's premier FMCG business. Per capita consumption of personal care products in India is the lowest in the world offering an opportunity for ITC's soaps, shampoos and fragrances under their Wills brand.

THREATS:

1.

The obvious threat is from competition, both domestic and

international.

70

2.

ITC's opportunities are likely to be opportunities for other

companies as well. Therefore the dynamic of competition will alter in the medium-term. Then ITC will need to decide whether being a diversified conglomerate is the most competitive strategic formation for a secure future.

3.

The laws of economics dictate that if competitors see that there

is a solid profit to be made in an emerging consumer society that ultimately new products and services will be made available. Western companies will see India as an exciting opportunity for themselves to find new market segments for their own offerings.

4.

Duplicate items are available in abundance at much lesser rates.

This affects the company financially and adversely affects its goodwill.

SUGGESTIONS AND RECOMMENDATIONS

71

 Company should concentrate more on television for advertisement, as mostly people get attracted through television only. For promotional offers, company should go for free gifts rather than going for other ways. ITC Company should concentrate on its packing of Personal Care Products as people are least satisfied with it while ITC VIVEL should concentrate on the shape of their shampoo bottles. People are unsatisfied with the price and quantity of soap so companies should concentrate in this regard also.

BIBLIOGRAHY

1.

BOOKS/MAGAZINES REFFERED:

Marketing Management by Philip kotler Marketing Management byC.N.Sontakki

2.

WEBSITES REFFERED:

http://en.wikipedia.org
72

 http://www.itcportal.com http://www.scribd.com http://www.google.com http://autherstream.com

73