136513151 Britania vs Sunfeast

CHAPTER- 1INTRODUCTIONTOPROJECT

1.1 Introduction TO ProjectIn 2003 the introduction of sunfeast as the company entered the biscuit segment.in just over a decade, the food business has grown to a significant size with over 200 differentiated products under six distinctive brands, with an enviable distribution reach, a rapidly growing market a share solid market standing.1.2 Customer SatisfactionSatisfaction is a persons feeling of pleasure or disappointment resulting from a comparing perceived performance in relation to his or her expectation. If the performance falls short of expectation, the consumer is dissatisfied. If the performance matches the expectations, the consumer is satisfied. If the performance exceeds expectation, the customer is highly Satisfied or delighted.In todays competitive scenario firms consistently tries to satisfy his existing customer to get more customers in every regards. To meet the desired expectation of customers, companies has to look around all aspects of products services and of course market condition, otherwise they may be out of the race. Automobile industry has the same competitiveness and every firm in the industry is consistently working for enhancing their product and services.The study widely concentrates on the level of satisfaction amongst customers for which I did Exploratory Research to check the satisfaction level amongst the customers of Maruti as the popular punch line also says Count On Us.

CHAPTER-2 INTRODUCTIO AND COMPANYPROFILE

Company Profile HistoryITC was formed on August 24, 1910 under the name Imperial Tobacco Company of IndiaLimited. Later the name of the Company was changed from Imperial Tobacco Company of IndiaLimited to India Tobacco Company Limited in 1970 and then to I.T.C. Limited in 1974. ITCcontains a wide range of businesses - Cigarettes & Tobacco, Hotels, Information Technology,Packaging, Paperboards & Specialty Papers, Agri-business, Foods, Lifestyle Retailing,Education & Stationery and Personal Care . Finally the company changed its name to 'ITCSunfeastIn 2003, ITC forayed into the Biscuits market withthe Sunfeast range of Glucose, Marie and CreamBiscuits. Sun feasts brand essence, "Spread theSmile" connotes happiness, contentment, satisfaction and pleasure. The mascot Sunnyreinforces the emotional aspects of the brand.Sunfeast immediately established itself as a provider of innovative and distinctive products - Sunfeast Marie was launched in an innovative orange flavor and the 'Sunfeast Dream Cream' range includes new flavors as wellas flavor enhancers. The Sunfeast Dream Cream range is currently available in 8 variants. The Company has also introduced 'Sunfeast Dark Fantasy', a dark chocolate and vanilla cream offering for the premium segment in select markets. Riding on the success of its initial offerings, ITC also entered the milk biscuit category with Sunfeast Milky Magic biscuits. Apart from milk which helps mental growth, these biscuits also contain the finest quality wheat aiding physical growth.In the last two years, the Sunfeast biscuits portfolio has been enhanced to include salted crackers and cookies. The 'Sunfeast Snackysalted crackers are available in 2 unique variants Chili Flakes and Classic Salted. Sun feasts latest offering, 'Sunfeast Special' biscuits are also available in select markets. The Sunfeast Special range currently includes cookies in two variants Butter and Cashew, as well as cream biscuits in two variants Choco and Orange. The Sunfeast product portfolio has been further expanded to include healthy snacking options. 'Sunfeast Pasta Treat' is whole wheat based instant pasta for children. After the tremendous success of the 4 initial flavors, the instant Pasta range has been extended with two new exciting flavors Pizza and Chicken. The pasta segment was further expanded with the launch of 'Sunfeast Benne Vita' in 4 innovative variants.

ITC PROFILE:ITC is one of India's foremost private sector companies with a market capitalization 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 'Feb. 50' and the World's Most Reputable Companies by Forbes magazine, among India's Most Respected Companies by Business World and among India's Most Valuable Companies by Business Today. ITC also ranks among India's top 10 `Most Valuable (Company) Brands', in a study conducted by Brand Finance and published by the Economic Times.Take an abiding commitment to world-class quality. Add deep market insight; cutting-edge technology; a pervasive culture of innovation. And you have ITC brands that do India proud across a range of products and services: Aashirvaad, Sunfeast, Kitchens of India, mint-o, Candy man, Wills Lifestyle, John Players, ITC-Welcome group, Expressions, Classmate, Paper Kraft, Elemental Chlorine-Free Cyber Alpaca, Aim, iKno, Mangaldeep. The list goes on.Even as its brands delight consumers and enrich their quality of life, ITC continues to be powered by its aspiration to make a larger contribution to national imperatives like empowering farmers, greening wastelands, irrigating dry lands, nurturing small scale enterprises, empowering village women and supporting rural education. Because our people and our country deserve the best.Business of ITCDuring the June, 07 quarter, a 12.5% value added tax was levied on cigarettes, which is expected to depress the volume. Since ITC is a dominant player, it has the pricing power to compensate for any fall in volumes. To maintain its dominant position in the tobacco business in the face of the rising competition, ITC has announced plans to invest around Rs.1000 million in the cigarette business.However, its non-tobacco business is increasing and acquiring greater significance as the company is betting huge sums on new business. In FY07, the cigarette business accounted for around half of the ITC consolidated revenues but only 37% of its capital expenditure. Not surprisingly, its non- tobacco business is growing faster. In FY07, its non-cigarette business grew 32% against 14% growth in the tobacco business. Most importantly, profit before tax from non-tobacco business was up 34% against 17% growth of its tobacco business. This was achieved despite continued losses reported by non-tobacco FMCG business. In the June quarter, revenues from non-tobacco business grew 7% mainly, on account of a decline in the profitability of paper and paper board business.ITC is using its strength in rural sourcing network and brand building to acquire industry leadership in branded staples, ready to eat, hospitality and life style apparel segments. In the short run, it has depressed it consolidated margins and returns on capital, but many of these businesses may now start yielding results. It now plans to expand its branded packaged food portfolio by launching more products for which it has stepped up research and development spend.ITC is also expanding its hotel business and started rebranding exercise to maintain its premium status as many international chains are planning to foray into India. It is adding around 770 rooms and 100 service apartments in Bangalore and Chennai. Its paper business provides packaging solutions to its other businesses. It is also expanding in the paper business to tap Indian paper growing market. It is doubling its pulp capacity and adding new paperboard machines. This will raise its paper and paper board capacity by around 37% to 4.5 lakh tones.NATURE OF BUSINESS CARRIED: FMCG HOTELS PAPERBOARDS & PACKGING AGRI - BUSINESS GROUP COMPANIESFMCG: CIGARETTES: 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. Its highly popular portfolio of brands includesIndia Kings, Gold Flake, Navy Cut, Scissors, Capstan, Berkeley and Bristol.ITC's leadership is founded on its core strategy of continuously enhancing product values through significant investments in product design, manufacturing technology, quality, marketing and distribution. In just the last 5 years, ITC has made capital investments of over Rs. 7 billion in its cigarettes business. In ITC, one of the pioneers of market research in India, the consumer is still the King. The Company continuously endeavors to provide its consumers products that are benchmarked to international quality. This strategic focus on the consumer has paid ITC handsome dividends. The most important of these is its enriched product mix, unmatched by competition. ITC's share of filter cigarettes in the country is more than 70%.In pursuit of international competitiveness, ITC has launched four brands - Checkers, Hi-Val, Royale Classic and Gold Crest - in the extremely competitive US market. Recently ITC has launched Royale Classic, Gold Cut and Scissors Filter Kings cigarettes in the Middle East. The response to these brands has been encouraging. ITC's cigarettes are produced in its state-of-the-art factories at Bangalore, Munger, Saharanpur and Kolkata. These factories are known for their high levels of productivity and very contemporary work environment. ITC's FMCG businesses have one of the largest retail networks in the country, consisting of over 2 million retailers. Its reach covers a wide range of the retail spectrum, from premium outlets in the metros to small shops in the interiors of rural India.

Product range

Sunfeast In July 2003, ITC forayed into the Biscuits market with the Sunfeast range of Glucose, Marie and Cream Biscuits. Sunfeasts brand essence, "Spread the Smile" connotes happiness, contentment, satisfaction and pleasure. The mascot Sunny reinforces the emotional aspects of the brand. In a span of 6 years Sunfeast has launched many new varieties and has its presence in almost all types of biscuit categories.Sunfeast Milky MagicPacked with goodness of milk these deliciously nutritious crisp and crunchy biscuits are a favorite among mothers and kids. Milky Magic has the power of 2 - A perfect balance of energy that aids physical strength and mental ability. These biscuits strike the right balance of milk and wheat which helps in an all-round development and nurturing of the child.

Sunfeast MarieSunfeast Marie Light:This ideal teatime biscuit is made from the finest quality wheat high in fibre and keeps one light and healthy through the day.Orange Marie: It has the distinction of being one of the most successful innovative Marie biscuits and is liked by one and all.

Sunfeast Golden BakerySunfeast Golden Bakery is a premium cookie on an innovative and differentiated platform. Launched nationally in March 2008, these cookies are made from the recipes crafted by the master bakers of ITC Hotels and are slowly baked in the traditional way till they are golden brown and develop the crispy broken crust texture. The Sunfeast Golden Bakery cookies are available in three distinct flavors - Butter-Nut, Butterscotch and Choco-Nut cookies. These products are designed to give consumers a rich & truly indulgent experience.

Sunfeast Dark FantasyInspired by the Master Chefs of ITC hotels, it is the richest of chocolate vanilla biscuits. These biscuits are created using carefully chosen premium ingredients for a sensory experience unlike any other. Dark Fantasy is more than a biscuit; its a luxurious mix of aromatic cocoa and vanilla.

Sunfeast GlucoseFor those light hunger pangs, a wholesome & nutritious choice as these golden brown biscuits is made from the best quality wheat. Sunfeast Glucose biscuits are ideal not just for kids but adults too.

Sunfeast Dream CreamA truly scrumptious range of cream biscuits that have become an instant hit with children. ITCs chefs have put their legendary skills into these biscuits to deliver truly tasty cream biscuits. Special Flavor Crystals in Strawberry and Pineapple cream biscuits keep the creamy flavor linger on.

Strawberry CreamThe first of its kind cream biscuit with special strawberry flavor crystals that will keep the creamy flavor linger on.

BourbonA special delight for all those chocolate lovers.

Orange CreamExperience a tangy twist in biscuits with every Orange cream.

Butterscotch CreamAnother first, the taste of ice-cream in cream biscuits.

Mango CreamA special summer flavor cream biscuits for all those who love the king of fruits.

Elaichi CreamTaste the queen of spices in cream biscuits.

SunfeastSnackyBigger than most others in the salted biscuit category, Snacky is light and crispy like no other. From kids to adults, its the quintessential Family Biscuit. Available in two variants, Classic salted and Chilli flakes - the very first of its kind in India.

Sunfeast sweet 'n saltThese thin and crisp biscuits come with a distinctive sundry taste, that of salt and sweetness. A bite into one of these one keeps wondering about its taste!

Sunfeast NiceThese are crisp coconut biscuits showered with sugar crystals. The crisp sugary sweetness will just go on to make all those nice moments nicer.

Sunfeast Benne Vita Flaxseed BiscuitsIf Benne Vita in Italian stands for Good Life, then Benne Vita Flaxseed biscuits just make the good life better. The Flaxseed content in these protein and mineral enriched biscuits are rich source of Omega III acids that helps control cholesterol. Flaxseed is the richest plant source of these essential Omega-3 Fatty Acids. It is also rich in dietary fibre, proteins, calcium and other minerals to maintain healthy heart and good gut health.

Sunfeast SpecialITC Sunfeast presents a range of Special cookies and creams. Special Cookies:Made with best quality wheat, cashew and butter, Sunfeast Special cookies are baked with real butter and the finest ingredients to give a mouth-watering treat that makes every moment special. Available in Cashew/ Butter/ Coconut.Special Creams:Delicious value for money cream biscuits with a thick layer of cream sandwiched between two biscuits. Available in Orange and Chocolate variants.

Sunfeast Pasta The Sunfeast product portfolio was expanded in early 2005 to include healthy snacking options as well. Sunfeast Pasta Treat, a whole wheat based instant pasta was introduced as a healthy snacking option for children and young adults. After the tremendous success of the 4 initial flavors, (Masala, Tomato Cheese, Cheese and Sour Cream), the instant Pasta range has been extended with three new exciting flavors - Pizza style, Chicken and Tangy Tomato.

How ITC turned biscuits business around.Biscuits and tea in the morning were a routine. So were the key market players and their favorite products.. The two major players Britannia [Get Quote] and Parle were busy biting of chunks of the national market among themselves, with a host of smaller brands in various regions. While the business was still very competitive, there wasn't anything groundbreaking. In 2003, with ITC foraying into the segment, a lot of that changed. At that time, Britannia and Parle held, between them over 82 per cent of the market in value terms. The rest too was firmly held by smaller players like Priya Gold which had a strong presence in the north. So, in essence, the market already had strong well entrenched players. So how could a late entrant like ITC make its mark? Six years down the line, however, things have changed a lot. It is a classic story of the hare and the tortoise. While it is far from winning the race, slowly and steadily, the tortoise is gaining ground. The late entrant is already on the podium in the third place with as much as 7 per cent of the market in terms of value. "ITC made hay when the sun wasn't shining," says a consultant who's been tracking the industry for a long time. But first, why did ITCtrain its eye on biscuits? Ravi Unaware, chief executive, ITC Foods, makes it sound simple. "We decided to enter the foods segment because it's aRs 550,000 coror (Rs billion) market in India. But only 6 per cent of this is branded and packaged. In developed markets, nearly 95 per cent of the food market is branded and packaged. So there was lot of scope for a branded playerIn foods, biscuits were tempting. The Rs 4,000-crore (Rs billion) Indian biscuits market has grown at 12-14 per cent year-on-year. Then, there was a business synergy. ITC was already value-adding to wheat with its branded Atta presence. By entering the biscuits segment, it could also improve its bottom-line further. But despite the fast growth rates, the biscuits industry was not all rosy. Over the years, even giants like Hindustan Lever had failed. For instance, HLL which had flirted with biscuits under the Max brand exited in 2005. But ITC's Sunfeast has a different story to tell so far. the strategist looks at the game plan of a late entrant and how the biscuits industry has responded.New recipeBefore entering the segment, ITC dug into market research. Research revealed that the category had gaps which ITC could settle into. Findings revealed that consumers wished to taste new and innovative products. That was precisely what the competition had not done in a big way. Says Unaware, "Thebiscuits industry had witnessed little innovation; Glucose was Glucose and Marie was still Marie." The company decided that this could be its biggest point of attack. In 2003, ITC launched Sunfeast with six ranges. But it was a calculated risk. ITC stuck to category favorites like Glucose, Marie and Bourbon creamAlong with that, it also launched innovations such as orange-flavored Marie, Marie light and butterscotch-flavored cream biscuits. In 2004, Sunfeast followed this up with the launch of Sunfeast Milky Magic. More recently, it also has launched the Sunfeast Snacky and SunfeastGolden Bakes.Analysts believe that just because Sunfeast was a new brand, helped matters. Says a consultant, "The biscuits industry had not witnessed any major product innovation in years. Consumers were just waiting for something new, something fresh, when Sunfeast happened." Even the competition had not made things better. Between 2000 and 2005 neither Parle nor Britannia launched any major new product. Yes, Britannia did re-launch its Tiger brand in 2005. But Britannia claims that it is looking at more than just products. RichaArora, general manager and head of marketing and innovations, Britannia Industries, says, "We are not just looking at new products, but tapping newer opportunities -- such as different occasions as well as out-of-home consumptions." In 2005, before Diwali, Britannia launched Occasions -- boxes of assorted biscuits priced between Rs 50 and Rs 200 -- which the company claims has been very successful.In 2006, however, the industry has seen a flurry of innovations from the big two. Digestive Marie -- was launched by Parle in early February 2006. Britannia launched its new double-flavored Marigold and 50-50 Chakkar. And Parle is all set to launch at least two new products before the end of this year. Distribution mazeIt's common knowledge, that for FMCG products, distribution channels are very important. Says Pravin Kulkarni, general manager, marketing, Parle Products, "For biscuits, distribution and visibility are extremely important as it's partly a impulse purchase product." And in biscuits, setting up a distribution channel is anything but easy. Consider this. Priya Gold, which entered the western region in 2000, is struggling to find its feet even eight years later. However, in this regard, Sunfeast has been fortunate: thanks to its tobacco business, ITC already had a good understanding of distribution channels. The company used its existing network of convenience stores -- the company's name for the hole-in-the-wall pan-beedi shops -- for Sunfeast. Not content with the existing resources, the company also looked at grocery stores and other retail formats. The company says the brandis now available in nearly 1.8 million outlets. Britannia claims it has a superior distribution clout with its presence in nearly 3.3 million outlets. Parle, the seasoned player itself, says it isavailable in 1.5 million outlets. Sunfeast's next step was to step up its branding and promotion. Ad thrustIn August 2003, a month after its launch, the company undertook a major sampling exercise to promote the product. For two years then, the brand did all the usual rounds -- riding behind buses, blocking television spots, booking that corner space in your favorite newspaper and so on. Well differentiated advertisements, some which showed a complete cream world with cream rivers, cream mountains and cream trees, were targeted at kids watching cartoon channels. At the same time, on general entertainment channels, mothers received information on the importance of glucose, the wholeness of wheat and so on. Also, the company tied up with Bay Blades, the popular television series that was a rage among children, to promote itself. In April 2005, Sunfeast launched its major campaign. It signed on Hindi film actor, Shah Rukh Khan as its brand ambassador. In the same year, as the official sponsor ofthe WTA tennis championship -- titled the Sunfeast Open -- the company had teenage sensations SaniaMirza and Mahesh Bhupathi campaigning for it. But that's not all. For promotions in southern states, Sunfeast has signed Tamil super star Surya as a brand ambassador. Analysts say that ITC's deep pockets have helped Sunfeast in many ways. The company claims that it has been spending 35-40 per cent of its turnover from the biscuits segment on advertising and promotions. Going by that number, ITCs annual marketing spends are estimated to be in the region of about Rs 115-120 crore (Rs billion). Until last year, Priya Gold spent close to Rs 45-50 crore (Rs billion), nearly 10 per cent of its turnover on marketing. Even market leader Britannia with spends of Rs 100 crore (Rs billion) (2004-05) spends about 10 per cent of sales on marketing. But Arora says that the figure will increase substantially in 2006-07. ITC is clearlyamong the largest spender on adsand promotions in the biscuits category.Analysts predict that these figures are all set to rise this year. But industry experts aren't impressed. Says a consultant, "Although Sunfeast's Shah Rukh Khan association is interesting, it is yet to do something groundbreaking, like Britannia khao world cup jhao or the Lagan promotion for that matter."Pricing models The biscuits industry now has two clear models. Parle products play the low price game at all varieties of biscuits from glucose to cream. Essentially, Parle plays a high volume, low margin game. But Britannia and Sunfeast look at a two-pronged strategy. High margins in cream variants and volumes from the Marie and Glucose segments. For instance, cream biscuits from both Britannia and Sunfeast cost Rs 10 for 100 grams. Parle, however, only charges Rs 5 for its cream variants. Except for Hide & Seek, all of Parle's products lie in the price range between Rs 4 and Rs 6 for 100 gram packs.To be fair, in Glucose and Marie, the companies have little choice. As there is little differentiation, consumers are extremely price sensitive. But these segments are important. Marie and the popular glucose varieties make up for nearly 55 per cent of the Rs 4,000 crore (Rs billion) biscuits segment -- a significant Rs 2,200 crore (Rs billion). Says Sunil Alagh, chairman, SKA Advisors, and former CEO of Britannia Industries, "the biscuit consumer is willing to pay more only when he sees a clearly differentiated product. Hence companies have little choice in terms of pricing." No wonder all the Glucose and Marie variants straddle price points of Rs 4-6 (for 100 grams). Key challengesBack in 2003, nobody thoughtSunfeast would have consumers eating out of its hands. Says Unaware, "Seven per cent in less than three years is something that we could have only dreamt about." Importantly, industry barometer AC Nielsen has indicated that both Parle and Britannia are losing market shares. According to the AC Nielsen retail sales audit in March 2006, both Britannia and Parle have lost volumes. Britannia's shares have dropped from 35.8 per cent in 2004-05 to 30.5 per cent in May 2006 (volumes). Parle's shares have also dropped from 42.2 to 38.4 per cent in the same period. Even Priya Gold has seen a minor dip from 6.4 per cent to 5 per cent. ITC's Sunfeast has been a big gainer with its share increasing from 2.7 to 6.7 per cent. In terms of value,Britannia leads the market with 37 per cent market share, followed by Parle's 31.3 per cent and ITC's 6.3 per cent. Nevertheless, the gap is still wide. Sunfeast still has a long way to go. But what can the bigger players do? Alagh has an interesting observation. Says he, "Biscuits have always been a low margin, high volume game. Both Britannia and Parle have very high volumes and can easily afford to lower their margins." A potential after-effect? Sunfeast too may have to drop its prices to be in the reckoning and this will squeeze its margin even lower. While the full game is yet to be played out for the moment the sun seems to be shining on Sunfeast.Creaming the market Innovation in the product line -- biscuits with butterscotch cream with actual granules in the cream, strawberry cream with flavor-enhancers and orange-flavored Marie. Gained an edge from the well established distribution network of its tobacco business. Signed up big film stars like Shah Rukh Khan and southern star Surya as brand ambassadors for Sunfeast. Branded the WTA tennis tournament with promos starring tennis stars, Mahesh Bhupati and SaniaMirzaNeeds further embellishments Big brand ambassadors, but not strong enough advertising campaigns for big brand recall. The gap between the number three and the top two slots is too wide. Competitors can play the low price game as they have volumes to supportMARKET SHARE

Achieving 7% of market share within three years of introduction is something which all theProducts would dream off. But sunfeast achieved this target without any difficulty due to its Brand image which has been set as a red carpet to the product in the market.According to the AC Nielsen retail sales audit in March 2006, both Britannia and Parle have lost volumes.Britannia's shares have dropped from 35.8 per cent in 2004-05 to 30.5 per cent in May 2006 (volumes).Parles shares have also dropped from 42.2 to 38.4 per cent in the same period. Even PriyaGold has seen aminor dip from 6.4 per cent to 5per cent. ITC's Sunfeast has been a big gainer with itsShare increasing from 2.7 to 6.7 per cent. Now the brand holds a market share of 11% in the fmgc industry.

Chapter 3:-

Industry Profile

Top Ten Players in FMCG companies:

S. NO.Companies

1.Hindustan Unilever Ltd.

2.ITC (International Trading Company)

3.Nestl India

4.GCMMF (AMUL)

5.Daub India

6.Asian Paints (India)

7.Cadbury India

8Britannia Industries

9.Procter & Gamble Hygiene and Health Care

10.Marico Industries

ITC PROFILEITC is one of Indias foremost private sector companies with a market capitalization of nearly US $ 18 billion and a turnover of over US $ 5.1 Billion. ITC is rateamongthe World's Best Big Companies, Asia's 'Feb. 50' and the World's Most Reputable Companies by Forbes magazine, among India's Most Respected Companies by Business World and among India's Most Valuable Companies by Business Today. ITC alsoranks among India's top 10 `Most Valuable (Company) Brands', in a study conducted by Brand Finance and published by the Economic Times.

Industry History ITC

1910 - On 24th August the Company was incorporated as a Private Limited Company under the name, Imperial Tobacco Co. of IndiaLtd. The Company manufactures and distributes cigarettes and smoking tobaccos and specialty papers including cigarette tissue papers (Sole manufacturer in the country). 1953- The Company acquired the manufacturing business of Tobacco Manufacturers (India) Ltd., and the Complementary Lithographic Printing Business of Printers (India) Ltd. 1954 - He Company was converted into a Public Limited Company on27th October. 1970- The name of the Company was changed from the Imperial Tobacco Co of India Ltd. ToIndia Tobacco Co. Ltd., in May.

1972 On October Company entered into hotel business.1973 - Company received the approval of Govt. for setting up threeProcessing plants.

1974- On 1st April name again changed to I T C Ltd.1975 ITC Ltd purchased the net asset in India of India Leaf Tobacco Development Co. Ltd.

1979The name of the Company's chain of hotels was changed fromWelcomeHotels to Welcome group The company entered into aMarketing Service and Reservations Agreement with the Sheraton InternationalIncorporated which was sanctioned by Govt. on 27thJanuary.

1983 - A new Company under the name Gujarat Hotels was incorporatedunder a joint venture agreement signed between the Company andGujarat Industrial Investment Corporation. This Co. had set up 144-room hotel at Vadodara known as Welcomegroup Vadodara. 1987- New brands viz., Wills Flake Premium Filter and ScissorsFilter were introduced. Long-term agreements were entered into with the unions of factories located at Calcutta, Saharanpur andMonger. In Bangalore, however, working was affected by a strikefor 114 days.1988 - In May the company formed a new division called AgribusinessDivision for carrying out research and development on productionand distribution of high yielding cultivars with emphasis on oilseeds, marketing of edible oils in bulk and consumer packs andExport of agricultural produce. - A Memorandum of Understanding was signed with the authorities to open an Indian restaurant in Odessa, U.S.S.R. - Different varieties of oilseeds under the brand name of ADARSH and cooking oil under SUNDROP were launched.

- New investments were made in water and bulk liquid packaging project. The Company explored the possibility of setting up a new software development center in India with ability to access Companys customers' computers abroad through data communication Links.

- A major part of the business of India Leaf Tobacco Developments. Ltd., (U.K.) (ILTD) consisted of its operations in Indiawhere it operated as a sister concern of the Company. ILTD was a pioneer in introducing Virginia tobacco to India and over the year, developed into a highly efficient enterprise, besides being a very large exporter of tobacco. The Company purchases, with effect from 1st April, 1975, the net assets in India ofILTD whereupon it became a division of the Company.1990 - Refined mustard oil under the brand name REAL GOLD wasIntroduced in the market. - On 1st April Tribeni Tissues Ltd was amalgamated with the Co.1992- Since January there was labor unrest at Tribeni Tissues paper mill which led to a lockout at the mill with effect from 27thMay. - On 8th April, ITC Global Holdings Pte. Ltd was incorporated inSingapore a wholly owned trading subsidiary of the Company. - During the same period a wholly owned subsidiary ITC InfoTech Ltd. Incorporated in UK with an authorized capital of US $ 2million and paid up capital of US lakh.1993- The Company successfully launched Hero brand Cigarettes.- Two new brands viz., `Classic Milds and `Hero' were launched at the premium and small-length ends respectively.

1995 - Company introduced CAPSTAN Menthol filter, CAPSTAN standard andBristol standard and re-designed Gold Flake Kings andBerkley Filter. Further, Gold Flake Lights in King-size wasIntroduced into test markets.1996 - The Company has launched `Classic Ultra Milds and `Wills Natural Lights' brands during the year.1997- ITC Classic Finance Ltd. was amalgamated with ICICI Ltd. 1998 - ITC has nearly 105 subsidiaries, which are involved in various kinds of operations. 1999 - Tobacco giant ITC has raised its stake in paper andpaperboards subsidiary, ITC Bhadrachalam Paperboards, from 37%to 51% through a preferential allotment of equity shares. Thisfollow the allotment, by the board of ITC BhadrachalamPaperboards, of 1,91,20,000 No. of equity shares of Rs. 10 eachfor cash, at an issue price of Rs 65 per share and 11%redeemable cumulative-preference shares of the face value of Rs100 each, for cash, at par to promoter company ITC.

- ITC will set up a new tobacco processing department (TPD)because the increased production will make it economical to process tobacco on site.

- The Antiparty factory of ITC Ltd -- ILTD division, received theRajiv Gandhi National Quality award for 1995.2000- ITC InfoTech Ltd, the UK-based, wholly-owned subsidiary of theCompany, and Compaq Computer (I) Pvt. Ltd. signed ammo aimed at exploring business opportunities for deploying e-enable dissolutions. - The Company has launched a project e-Choupal in Bhopal toWeb-enable farmers to make a beginning in agricultural e-trade. - ITC Ltd its entry into retailing business by launching branded leisurewear apparels as part of its diversification strategyinto new areas.- The Company is hiving off its InfoTech services businesses inIndia, the US and UK and merging them into a separatewholly-owned subsidiary. - The IT division has entered into agreements with Compaq andexpand the IT business.- The company set up the Lifestyle Retailing Business Division. A strategic Business Unit for the greeting cards business wasset up under the Packaging and Printing Division.

- ITC has launched Wills Sport, a full range of internationally styled premium wear for men and women.

- Tobacco Company ITC launched a website, billed as `one stop terminus' for international customers of agricultural commodities. The website, WWW.itcibd.com, will provide information on trading of key commodities.

- The Company has set up units in the north-eastern States to avail of special incentives relating to Central excise duties.

- On 21th August, ITC InfoTech India Limited became a wholly owned subsidiary of the company. Nasal Hotels Limited became a subsidiary of ITC Hotels Limited effective from 12th July.

- The Board of the company has recommended an employee stock option scheme.

- Having carved a niche for itself by launching the first branded lifestyle apparel, Wills Sport, in Delhi in July 2000, the Lifestyle Retailing Business Division of ITC Limited has now big plans up its sleeve.

2002

- ITC, Tobacco major, has launched Aashirvaadatta making its foray into Indian Atta market.

- ITC's greetings cards business and Maple Leaf have entered into Joint Venture where Maple Leaf will exclusively manufacture pop-up cards for ITC.

- ITC Foods and ITC Ltd, is finally foraying its way to the Rs 1,100 crore confectionery market. The foods division which has shifted office from Kolkata to Bangalore this month has introduced its first confectionery product, acquired brand Minto in four cities.

-ITC Greeting Cards Business (ITC-GCB), has forayed into stationery products segment with the launch of Expressions Paper Kraft.

-ITC Limited has taken over Wills brand. ITC had to acquire the Wills brand in the US, before it takes Wills merchandise to America.

-ITC, now moves towards match business, it has diversified into the match business to earn more revenues from non-tobacco businesses.2003

-ITC Ltd has informed to BSE that company's Spriha brand of natural incense sticks (Agarbathis) manufactured by Cottage Industries, aunit of the Sri Eurobond Udyog Trust in Pondicherry was launched onFebruary 21, 2003.

-ITC on April 04, introduced salt in the staple segment, as part of its efforts to clock aRs 500 crore sales in five years. Salt is thesecond offering from ITC Foods' staple business in the past 10months, under the brand name of 'Aashirvaad'.

-Commences commercial production of paper using the environment-friendly ECF (elemental chlorine-free) technology at itsBhadrachalam unit in Andhra Pradesh

-Food wing of ITC eyes on 4 pc market share in biscuit market

-ITC unveils new brand of agarbattis

2004

-ITC Food launches a range of 'cooking pastes' under its ready-to-eat gourmet cuisine brand Kitchens of India and ready meal Aashirwad brand

-Completes the process of acquiring the paperboard manufacturing facility of BILT Industrial Packaging Co Ltd. (Bipco) near Coimbatore in Tamil Nadu. The facility, renamed 'unit Kovai', will operate as part of the paperboards and specialty papers division of ITC, which has a unit at Bhadrachalam in Andhra Pradesh.

-ITC unveils Sunfeast biscuits in Chennai

- ITC ties up with Israeli firm for e-channel.

2005

- ITC Ltd becomes one of the very few companies in India to obtain the coveted Quality Management System certification ISO 9001:2000 for investor servicing.

- ITC Ltd wins 'Golden Peacock Global Award for Corporate SocialResponsibility (CSR) in Emerging Economies for 2005'.

- ITC Ltd signs an Moue with Tripura Government for a bamboo developmentprogrammer.

ITC unveils new `5-in-1' agarbattis

-ITC unveils `Expressions Regalia'

-ITC e-Chou pal gets Development Gateway Award

-ITC unveils Candy man Cofitino2006-ITC forges alliance with Tilde for DNA-tested basmati

-ITC ties-up with Marubeni for food biz2007

- ITCLtd. has informed that the Board of Directors of the Company at the meeting held on July 27, 2007, appointed :

(i) Mr. A. Baijal, IAS (Retd.), as an Additional Director of theCompany, representing the Specified Undertaking of the Unit Trust of India (SUUTI),

(ii) Mr. D. K. Mehrotra, Managing Director - Life Insurance Corporation of India (LIC) as an Additional Director of the Company, representing LIC,

(iii) Dr. R. K. Kaul, General Manager - National Insurance CompanyLimited, as an Additional Director of the Company, representingGeneral Insurers' (Public Sector) Association of India,

(iv) Mr. P. B. Ramanujam, as an Additional Non-Executive IndependentDirector of the Company, and

(v) Mr. S. B. Mathur, as an Additional Non-Executive IndependentDirector of the Comp.

- ITC acquires Australian agro-biotech co.

MARKET SHARE

Achieving 7% of market share within three years of introduction is something which all theProducts would dream off. But sunfeast achieved this target without any difficulty due to itsBrand image which has been set as a red carpet to the product in the market.

According to the AC Nielsen retail sales audit in March 2006, both Britannia and Parle have lost volumes. Britannias shares have dropped from 35.8 percent in 2004-05 To 30.5 per cent In May 2006 (volumes).Parles shares have also dropped from 42.2 to 38.4 Per cent in theSameperiod. EvenPriyaGold has seen aMinor dip from 6.4 per cent to 5per Cent. ITC's Sunfeast has been a big gainer with itsShare increasing from 2.7 to 6.7 per cent.Now the brand holds a market share of 11% in the fmcg industry.

FINANCIAL ANALYSIS OF THE COMPANY ITCreported sales of Rs34.6b in 3QFY08 as against our estimates of Rs35.8b, while PAT was Rs8.3b as against our estimates of Rs7.97b. Other income increased from Rs698m to Rs1, 374m, led by higher yield on treasury investmentsin debt instruments.Cigarette volumes de-grew 1% Yoyo, which was better than our estimates of a 2% decline in growth. Cigarette business gross sales grew 7.6% and PBIT grew 16% as margins expanded 190bp. We are reducing FY08 volume de-growth estimates from 3% to 2%, which indicates flat volumes in 4QFY08. Imposition of VAT in UP will reduce state tax on cigarettes from 33% to 12.5%, which will boost the profitability from 4QFY08.Paper & Paperboards reported 11.2% increase in sales and 13.6% increase in PBIT as margins expanded 40bp. ITC is commissioning 1,20,000tpa pulp capacity in 4QFY08, 1,00000tpa writing and paper facility in 1QFY09 and 90,000tpa paperboard capacity in 2QFY09. Pulp plant will increase margins as production cost is expected to be 30-35% lower than the imported hard wood pulp prices.New FMCG accelerated sales growth to 50% while PBIT losses increased 38.7%. It reported a turnaround excluding Bingo, personal care and apparels business. Foods grew 60% as Bingo attained over 16% market share in major metros while Sunfeast biscuits increased market share to 11.8%. Personal care products under Fiama Di Wills and Superior brands received good initial response.We have increased other income estimates from Rs4.8b to Rs5.4b. We are increasing FY08, FY09 and FY10 EPS estimates to Rs8.3, Rs9.8 and Rs11.5 from Rs8.2, Rs9.5 and Rs11.4 respectively. The stock trades at 19x FY10E earnings. Maintain Buy with SOTP-based target price of Rs242, a 14% upside.Cigarettes VAT imposition impact still unclearCigarette volumes de-grew 1% as against our estimate of a 2% decline in growth. Cigarette business reported 11.4% increase in net sales and 16.0% increase in PBIT as PBIT margins expanded 190bp. Just 1% decline in the cigarette volumes shows consumer resilience in a booming economy, despite more than 20% price increase. Volume de-growth has been mainly confined to lower priced non filter segments. We estimate that cigarette volumes have declined 2.7%for 9mFY08. Wearer reducing FY08 volume de-growth estimates from 3% to 2%, which indicates flat volumes during 4QFY08. Our FY09 volume growth estimate remainsunchanged at 5%. The management has ruled out decline in cigarette volumes post implementation of the same(pending before group of ministers). Implementation of VAT in UP with effect from Jan 1, 2008 and concurrent withdrawal of trade tax in the state is a positive development. This will reduce the state tax from 33% to 12.5% and boost the profit margins of ITC in the coming quarter.

Other FMCG business topline growth accelerates; partial turnaround achievedProcessed foods growth accelerates: Other FMCG businesses posted strong growth of 50% YoY during 3QFY08. PBIT margin during the current quarter was -9.8%, 80bp improvement on YoY basis. Branded packaged food business continued to expand rapidly with sale growthof 60%. Other categories in the FMCG business continue to post strong growth with biscuits growing by 58%, Atta by 39% and confectionary by 38%. ITC has achieved a16% market share in high growth salty snacks segment with its Bingo range of potato chips while Sunfeast biscuits increased its market share to 11.8%. Bingo is likely to emerge as a major growth driver as it is yet to be rolled outing 50% of the target markets. Aashirvaad Attas newProduct variant Aashirvaad MP Chakki Atta has got good consumer response and has been extended to targetMarkets. ITC has emerged as a market leader in this segment as per AC Nielsen data for July-Sep 2007. Ready to Eat food under the brand Kitchens of India grew 63%during the quarter due to higher volumes of instant mixes and pasta.Lifestyle retailing: Sales during the quarter grew by over 26% YoY. All the major lifestyle brands like Classic, Wills Sport and WillsClub life maintained growth momentum driven by consumer franchisee expansions. During the quarter, the company added two more stores, taking the retail footprint to 44 Wills Lifestyle stores, complemented by an expanded network of John Players exclusive brand outlets and increased presence at reputed large format stores and multi-brand outlets. Lifestyle retailing is the only segment among the earlier FMCG businesses which is still in the red. We believe that turnaround is still a couple of years away.ITC enters personal careITC expanded the premium offering in personal care with the launch of Fiama Di Wills Polishing Drops (conditioner)and toilet soaps. Earlier launches of four variants ofshampoos and three variants of body washes have reported encouraging response. Superior brand of toilet soaps and shampoos, which target the mass market segment, have gained acceptance from consumers and is now extended to four states. The management has indicated at further extension of product range in the coming quarterPrimarily driven by 12-15% increases in ARR (average revenue per room) coupled with better performance of food and beverages. The management has indicated that while Kolkata and Mumbai markets are strong, Bangalore is showing some softening of ARR. Occupancy levels during the quarter declined 1% due to renovation of the premium Towers Block at ITC Maurya, New Delhi. The work on new properties in Bangalore and Chennai is on track and Bangalore property is likely to start in FY09. The management has indicated a 10-12% increase in ARR in the coming quarters. We expect this business to report steady growth up to 12-15% in the coming quarters.

Paperboards and Paper: All set to change gearsThepaper business reported an 11.2% increase in sales and 13.6% increase in PBIT as margins improved by 40bp.This was driven by a 14% improvement in volumes of valueAdded portfolio of paper and paperboards coupled with robust performance of packaging business. The new 1, 20,000tpapulp mill project is nearing completion and is slated forcommissioning in the last quarter of this fiscal. This will remove the need to import hard wood pulp for ITC. In-house production of pulp is expected to be 30-35% cheaper, which will boost the profit margin of the company.Agro business topline drops; margins expandAgro business continued to reported decline in sales on account of restriction imposed by the government on export of non-basmati rice. Sales declined 9.4% while PBIT increased by 28.1% driven by robust growth in export of leaf tobacco. Cigarette leaf tobacco exports grew 37%during the Quarter. The management indicated that it has successfully renegotiated pricing of its export orders to offset the impact of appreciating rupee.The rural distribution initiative made good progress, nearly doubling the channel throughput. On the rural retail front, 21 ChoupalSaagars are now operational in the three states of Madhya Pradesh, Maharashtra and Uttar Pradesh while seven more are expected to be commissioned incoming few months. Pilot project for retailing fresh fruits and vegetables is moving smoothly. Three Choupal Fresh Cash & Carry Stores and six Choupal Fresh retail stores are currently operational at Hyderabad, Pune and Chandigarh. The company has set up a comprehensive supply chain for ensuring the availability of fresh products in the market, besides establishing direct linkages with theFarmers for sourcing farm fresh produce. We expect the company to start scaling up the initiative only after achieving critical benchmarks in the pilot projects.Hotels: Steady growth continuesHotels business reported 11.4% increase in topline in 3QFY08 and 16.3% increase in PBIT. Sales growth was The company would commission 1,00,000tpa writing and printing paper capacity in 1QFY09 and 90,000tpa paper board capacity in 2QFY09. Paper unit will drive growthbased on strong forward linkages with the stationery business. We expect this SBU to report acceleration in sales and profit growth from FY09 as new units start contributing.Valuation and viewWe believe that ITC is growing from strength to strength. Cigarette volumes have shown considerable resilience and are expected to bounce back in FY09, except in case of sharp excise increase. Around 40-45% increase in paper capacity and new hotel properties in Bangalore will start contributing from FY09. We expect that new FMCG will report complete turnaround in FY10 only due to expenses related to new launches. We have increased other income estimates from Rs4.8b to Rs5.4b. We are increasing FY08, FY09 and FY10 EPS estimates to Rs8.3, Rs9.8 and 11.5from Rs8.2, Rs9.5 and Rs11.4 respectively. The stock trades at 19x FY10E earnings. Maintain Buy with SOTP-based target price of Rs242, a 14% upside.ITCORGANIATION STRUCTURE BRANCH MANAGER

ASSISTANT MANAGER ASSIATANT MANAGER ASSISTANT MANAGER (FOOD) (PCP) (CIGARATTE)

AM AMAM

AEAEAE

SPO ST SPO Area of diversificationITC has transformed itself from a leading cigarette manufacturer to an umbrella group that offers a diversified product mix to enhance its brand image and reduce dependency on tobacco related products. It has forayed into the hospitality service industry and has become a major player in the hotels segment. Its position in the FMCG (fast moving consumer goods) business is also on a growth curve; especially its confectionery and biscuits which are slated to achieve the top ranks among its peers. Ithas made heavy investments to strengthen its IT (information technology) segment and to compete with the big players like Infosys and Wipro. Although the ITC group is marketing its image as an ideal corporate citizen and a company that takes its social responsibility seriously, it still earns 80% of revenues from selling cigarettes and othertobacco related products. The major areas in which ITC has diversified are:

FMCG

Cigarettes

Food

Lifestyle Retailing

Greetings and stationer

Safety Matches

Incense sticks

Hotels

Paperboards and Packaging

Paperboards and specialty paper packaging

Agri-Business

Agro- exports

E- choupalSunfeast (biscuit)

In 2003, ITC forayed into the Biscuits market withthe Sunfeast range of Glucose, Marie and CreamBiscuits. Sunfeasts brand essence "Spread the Smile connotes happiness, contentment, satisfaction, and pleasure. The mascot sunny reinforces the emotional aspects of the brand. In span of 6 year sunfeast has launched many new variants and has its presence in almost all types of biscuit categories.Sunfeast immediately established itself as a provider of innovative and distinctive products - Sunfeast Marie was launched in an innovative orange flavor and the 'Sunfeast Dream Cream range includes new flavors as well as flavor enhancers. The Sunfeast Dream Cream range is currently available in 8 variants. The Company has alsointroduced Sunfeast Dark Fantasy', a dark chocolate and vanilla cream offering for the premium segment in select markets.Riding on the success of its initial offering, ITC also entered the milk biscuit category with Sunfeast milk magic biscuit. Apart from milk which helps mental growth, these biscuit also contain the finest quality wheat adding physical growth.In the last two years, the Sunfeast biscuits portfolio has been enhanced to include salted crackers and cookies. The 'SunfeastSnacky saltedcrackers are availablein 2 unique variants ChilliFlakes and Classic Salted. Sunfeasts latest offering, SunfeastSpecial biscuits are also available in select markets. The Sunfeast Special range currently includes cookies in two variants Butter and Cashew, as well as cream biscuits in two variants Choco and Orange.The sunfeast product portfolio has been further expanded to include healthy snacks option. Sunfeast pasta treat is whole wheat based instant pasta for children. After a tremendous success of the 4 initial flavors, the instant pasta range has been extended with two new exciting flavors pizza, and chicken. The pasta segment was further expanded With the launch of sunfeast benne vita in 4 innovative variants.Confectionary:ITC currently has two brands in the confectionery segment - 'mint-o' and 'Candy man'. 'Mint-o' was acquired by ITC from Candico in March 2002. ITC re-launched the compressed mint offering, across allmajor markets in India, with new and improved product and packaging. Available in the regular mint flavorwith added bluespecks to enhance consumer experience, mint-o is also offered in innovative 'Orange mint' and 'Lemon mint' flavors. 'Mint-o' is available in two sizes rolls of 20 and 6, capturing the international essence of youthful coolITC launched the 'Candy man rangeof confectioneries in August 2002. Led by the 'Candy man Fruited Fun' range of assorted fruit flavors ('Wild Banana', 'Pineapple Punch', 'Orange Josh' and 'Mango Delete'), the 'Candy man' portfolio now includes deposited candy products like 'Candy man Butterscotch Licks' and 'Candy man clairs' (Choco flavored as well as Vanilla Cream center inside a Butterscotch outer shell). The coffee toffee segment also saw the successful launch of 'Candy man Cofitino' in November 2005. Two new products 'Candy man Natkhat Mango' and 'Candy man Maha Mango' were launched recently. The 'Candy man' range of confectionery is targeted at fun-filled, naughtykids who seeka delightfulcandy experience through a range of candy types and flavors.Bingo!ITC's new snacks brand Bingo! marks the company's foray into the fast growing branded snacks segment. The launch of Bingo! Represent ITC fifth major line of foods business after highly successful staples, biscuit, Ready to eat and confectionary business. The launch of Bingo! is symbolic of ITCs' distinct approach of introducing innovative and differentiated products in a largely undifferentiated market place.The initial offerings from Bingo! Include an array of products in both Potato Chips & Finger Snacks segment. The Potato Chips offerings comprise four innovative variants inspired by the snacking habits of different parts of the country as well as masala, salted and tomato flavors. Additionally, a south- inspired dairy option has also been introduced under the potato chips offering. GLOBAL MARKET:

Itc is a brand which is already globally well-known company. So its easy for the sunfeast.To enter into the global market without much difficulties. Sunfeast has of now had entered in the foreign market just before three years. Within the short period of time the product has globally accepted in the foreign market.

The 386-room ITC Maratha, opened in February 2001, is perceived as amongst the leading and the finest properties in Mumbai, designed in a grandiose classic style, the hotel pays tribute to Mumbai's colonial roots and the spirit of the great Marathas.ITC in Hotel Industry

ITC Limited entered the hotels business in 1975 with the acquisition of a hotel in Chennai, which was rechristened Hotel Chola. Since then the ITC-Welcome group brand has become synonymous with Indian hospitality. Today amongst India's finest and fastest growing hotel chains, it consists of over 70 hotels across as many destinations in India. These include super deluxe and five star hotels, heritage palaces, have is and resorts and full service budget hotels.The 440-room ITC Maurya at New Delhi is not only amongst the leading business hotel in the country, but is in a class by itself. Complete with the 'ITC One', the hotel has played host to a galaxy of world dignitaries, including Bill Clinton and Bill Gates. In fact, even as he was leaving the White House, the former US President nostalgically recalled the memories of a fabulous Indian meal he and his family had at the Bukhara Bukhara has been declared the best Indian Restaurant in the world, by The Restaurant Magazine; UK

In keeping with its plan to have a presence in every major business destination in India, ITC-Welcome group unveiled one of Asia's finest business resorts, the 238-room ITC Sonar in Kolkata on December 31, 2002. Another landmark hotel - the ITC Grand Central in Parle, Mumbai was formally inaugurated in January 2005. This five star deluxe property with 242 suites and rooms offers international standards of service, state of the art amenities and culinary excellence.

ITC Mughal at Agra, a proud recipient of Asia's first Aga Khan Award for Architecture, is an outstanding resort hotel, lavishly spreading across 35 acres of beautifully landscaped Mughal gardens.ITC-Welcome group also pioneered a holistic concept of "branded accommodation" in the hospitality industry. It was the first to launch the powerful idea of a 'Hotel within a Hotel' by segmenting and branding the hotel services. It created the exclusive 'ITC One', 'The Towers' and the 'Executive Club' each catering to the needs of the global business traveller with unmatched quality and a range of services.

In 2007, ITC-Welcome group entered a new phase in its collaboration with Starwood Hotels & Resorts. ITC-Welcome group now has an exclusive tie-up with Starwood in bringing its premium brand, the Luxury Collection, to India. The seven hotels which are part of this collection are: ITC Maurya in Delhi, ITC Maratha in Mumbai, ITC Sonar in Kolkata, ITC Grand Central in Mumbai, ITC Windsor in Bengaluru, ITC Kakatiya in Hyderabad and ITC Mughal in Agra. The agreement also includes the rebranding of Welcome Hotel New Delhi as a Sheraton, while the Chula and the Park in Chennai, and the Rajputana in Jaipur retain their Sheraton connections.

The Welcome Heritage brand brings together a chain of palaces, forts, have lies and resorts that offer a unique experience. Welcome Heritage endeavors to preserve ancient royal homes and the historical Indian grandeur, opulence of romance, velour and adventure for the future Indian generations. Welcome Heritage Hotels provide a fine range of hotel services inside these architectural legacies present in Rajasthan, Punjab, Himachal Pradesh, Madhya Pradesh, Uttaranchal, Jammu & Kashmir, West Bengal, Tamil Nadu, Haryana and Karnataka.Fortune hotels are a part of the well thought-out growth strategy that brings out themid-level business and leisure traveler under the ITC-Welcome group umbrella, offering full service properties without compromising on quality. With a strong presence at Ahmedabad, Thiruvananthapuram, Calicut, Darjeeling, Jamshedpur, Vapid, Hyderabad, Gurgaon, Indore, Ootacamund, Madurai, Jodhpur, Tirupati and Port Blair, it will be shortly commissioning several more hotels across India.ITC in Agricultural IndustryITC's International Business Division (IBD) is the country's second largest exporter of agro-products with exports of over Rs. 1000 Cores (Rs. 10 billion). Its domestic sales of agro-products are in excess of Rs. 1500 Cores (Rs. 15 billion). It currently focuses on exports of: Feed Ingredients- Soya meal Food grains Rice (Basmati &Non-basmati), wheat, pulses Edibleness sesame seeds, HPS Groundnuts, castor oil Marine products Shrimps and prawns Processed fruits Fruit purees/ concentrates, IQF/Frozen fruit, organic fruit , Fresh fruits Coffee & Spices coffee, Black pepper, Chilly, Turmeric, Ginger, Celery, and other seed spices.

Although one of the relatively younger business divisions of ITC, it has, in a short span established itself as a first-choice supply chain partner of several leading international customers. Its major customers include Cargill, marubeni,Toper, among others, who source agriculture commodities and food products from India. Its customer relationship management has enabled it to achieve a very high reputation for quality, reliability and value added services. ITC in ApparelsITCs Lifestyle Retailing Business Division has established a nationwide retailingpresence through its Wills Lifestyle chain of exclusive specialty stores. Wills Life style, the fashion destination, offers a tempting choice of Wills Classic work wear, Wills Sports.And Fiama Di Wills a range of premiumshampoos andshower gels. Wills Life style wear by leading designers of the country. Has also introduced Wills Signature, designer With a distinctive presence across segments at the premium end, ITC has also established John Players as a brand that offers a complete fashion wardrobe to the male youth oftoday. The recent launch of Miss Players with its range of trendy fashion wear for young women has beena successful addition to the youth portfolio. With its brands, ITC is committed to build a dominant presence in the apparel market through a robust portfolio ofofferings. Wills Life style has been established as a chain ofexclusive specialty stores providing the Indian consumertruly International Shopping Experience' through world-class ambience, customer facilitation and clearly differentiated product presentation. Our stores have established themselvesas preferred shoppingdestinations in theprime shopping districts across the country.Wills Lifestyle is now title partner of the countrys most premier fashion event - Wills Lifestyle India Fashion Week. Taking thecelebration of the event to its stores, Wills Lifestyle has partnered with leading designers RohitBal, Rajesh Pratap Singh, ManishMalhotra and Rohit Gandhi - Rahul Khanna to create a new editionof Designer wear, which international process quality, with ISO 27001, ISO 9001,SEI CMM Level 5 and BS 7799 accreditations. The reflect the companys ongoing enterprise-wide focus toensure that ever y engagement, program and projectdelivers international quality consistently.Industry Recognition: Premier analyst and market research agencies have recognizedITC InfoTechs position as the preferred IT partner. It has been:STRATEGIES OF ITCITC 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. 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.ITCs corporate strategies are Continue to focus on the chosen portfolio of FMCG, Hotels, Paper, Paperboards &Packaging, Agro 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 ofthe portfoliothrough synergies derived by blending the diverse skills and capabilities residing in ITC are 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 catalysis the entrepreneurial energies of management by striking the golden balance between executive freedom and the need for effective control accountability.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 stakeholdersTo enhance the wealth generating capability of the enterprise in a globalizing environment, delivering superior and sustainable stakeholder valueSunfeast profile

::Snack foods

RESEARCH METHODOLOGY

RESEARCH METHODOLOGYThe quality and reliability of research study is dependent on the information collected in a scientific and methodological manner. Scientific planning of designing of research method is a blue print for any research study. Therefore, proper time and attention should be given in designing the plan of research. While proper definition of problem tells the researcher where he has to go, proper design tells him how he should go. Selection of methodology for a particular project is made easy by sorting out a number of alternative approaches, each of them having its own advantage and disadvantages. Efficient design is that which ensure that the relevant data are collected accurately.The researcher has to think about what procedure and techniques should be adopted in the study. He should arrive at the final choice by seeing that the methodology chosen for project is indeed the best one, when compared with othersObject of the project:

1. To know the level of awareness of the customer about the existing biscuit in the market.2. To know the customer perception sunfeast 3. To know the customer satisfaction level of customers regarding price, quality, packaging, flavors, availability. 4. To know how most of consumers came to know about sunfeast 5. To know which feature of sunfeast inspires consumers most 6. To know effect of packaging of sunfeast on customer4.2. Research DesignA Research design encompasses the methodology and procedures employed to conduct scientific research. The design of a study defines the study type (descriptive, correlational , semi-experimental, experimental, review, meta-analytic) and sub-type (e.g., descriptive-longitudinal case study), research question, hypotheses, independent and dependent variables, experimental design, and, if applicable, data collection methods and a statistical analysis planResearch design is considered as a "blueprint" for research, dealing with at least four problems: which questions to study, which data are relevant, what data to collect, and how to analyze the results. The best design depends on the research question as well as the orientation of the researcher. There are two typesf data Primary & Secondary.4.3. Review of literature1. Article ABSTRACTThis article presents an analysis of a telephonic conversation between an executive of the journal "Marketing" and the executive at the sunfeast, to assess the quality of customer service. The call-handler was clearly well-informed about the changes because he immediately knew what I was talking about and his reply didn't sound at all scripted. In fact, he came across as very genuine, even admitting he too preferred the old slogan, and gave the impression that DARK FANTACY marketers do listen to what consumers say on the care line.2 2.Article Dear Mr. Chocolate: Constructing a typology of contextualized biscuit consumption experiences through qualitative diary researchType: Research paperSource: Qualitative Market Research: An International Journal Volume: 14 Issue: 1 2011Purpose This paper aims to advance theory-building in the area of food consumption research, by exploring how consumers experience chocolate consumption in different contexts and by viewing these inductive findings in the light of the relevant existing body of knowledge. Design/methodology/approach A qualitative study is conducted on a non-student sample of Italian consumers. The qualitative diary research technique is used as it is particularly suitable to capturing sensations, feelings, thoughts, and behaviors related to various biscuit consumption contexts. Content analytical and interpretive principles are followed in the production of the study findings. Findings biscuit generates rich and complex consumption experiences as a function of various contextual forces. Seven main contextual biscuit consumption categories are identified: context of physiological need, context of sensorial gratification, context of memories and nostalgia, context of escapism, context of materialism, context , and context of interpersonal and self-gifts. On the basis of these biscuit consumption categories and ideas from past consumer behavior research, four more general contextualized biscuit consumption experience types are extracted: biscuit consumption experience as medicine, as mind maneuvering, as regression and as ritual enhancement. Originality/value Past research has not explored how different biscuit consumption contexts shape and define these experiences, even though contextual variation in food consumption experiences is recognized as important. The nuances of biscuit consumption in various contexts are explored to the unprecedented depth, a conceptually novel typology of contextualized biscuit consumption experiences is presented, the field of application of self-congruity theory is expanded and the profiles of biscuit consumer segments identified by past research are enriched.

Sample techniquesI have selected the convenience sampling method for conducting survey.

Sample Size and Design:A sample of 100 people was taken on the basis of convenience. The actual customer satisfactions were contacted on the basis of random sampling.Sampling area:The area of the research was RajpuratownData Collection:The data, which is collected for the purpose of study, is divided into 2 bases:Primary Source: The primary data comprises information survey of Customer satisfaction of Sunfeast. The data has been collected directly from respondent with the help of structured questionnaires.Secondary source: the secondary data was collected from internet and reference from library.4.7 Statistical tools Frequency table and Graphical Representation in spss Type of Research:- Exploratory Research is conducted in rajpura town Data collection method:- Survey method Survey instrument:- Questionnaire4.8 Limitations of the studyThe project definitely had its own limitations before going through the results of this research study. The limitations shaping this research are given below: The area of study was comparatively small, that is restricted only in Rajpura town. Hence the results may not be implemented for other areas. Some of the respondent where reluctant to fill the demographic characteristics in the questionnaire. Data was collected on the basis of primary data and hence there is a chance for a biased or misleading response from the respondents. Traveling from place to place was more.

Chapter-5Data Analysis andInterpretations

Part one cross tabulationFrequency table no.5.1.Age and gender wise cross tabulation

GENDER * age Cross tabulation

ageTotal

15 year-20 year21 year-25 year26 year-30 year31 year- above

GENDERmale23185652

female16179648

Total39351412100

Graph no.5.1

Interpretation- In this graph showing data analysis of study answered that many respondent male 52 respondent and 48 respondent female..

Frequency table no.5.2.Occupation&age wise Cross tabulationoccupation * age Cross tabulation

Count

ageTotal

15 year-20 year21 year-25 year26 year-30 year31 year- above

occupationbusiness12102428

profession12147235

employee953522

others662115

Total39351412100

Graph no.5.2

Interpretation- In this graph showing that mostly respondent male use biscuits. According to analysis it found that 35 professional respondent using in out of 100 respondents

Part second of data analysisFrequency table: no.5.3 how long you are using the sunfeast biscuithow.long.you.are.using.the.sunfeast.biscuit

FrequencyPercentValid PercentCumulative Percent

Valid1-5 month1818.018.018.0

5-12 month4141.041.059.0

1 year-2 year2626.026.085.0

more than 2 year1515.015.0100.0

Total100100.0100.0

Graph no.5.3 how long you are using the sunfeast biscuit

Interpretation- After analysis it found that mostly customer using 5-12monthso data is 41%. And low data 15%.

Frequency table: no.5.4 how do you come to know about sunfeast biscuit

how.do.you.come.to.know.about.sunfeast.biscuit


Validadvertisement1919.019.019.0

family/friend3333.033.052.0

retailer2626.026.078.0

any others2222.022.0100.0

Total100100.0100.0

Graph no.5.4 how do you come to know about sunfeast biscuit

Interpretation- In this graph showing that many customers came to use of biscuits from family/friend. So data of analysis is 19% advertisement, 33% family/friend, 26% retailer and last 22% any other.

Frequency table: no.5.5 do you know sunfeast is from itc branddo.you.know.sunfeast.is.from.itc.brand


Validyes5252.052.052.0

no4848.048.0100.0

Total100100.0100.0

Graph no. 5.5 do you know sunfeast is from itc brand

Interpretation- According to analysis it found that mostly people know about sunfeast brand so in this data analysis 52% answered in positive.

Frequency table: no.5.6 which feature of sunfeast inspires you to buy

which.feature.of.sunfeast.inspires.you.to.buy


Validquality2424.024.024.0

price2828.028.052.0

quantity1616.016.068.0

packaging1414.014.082.0

any other1818.018.0100.0

Total100100.0100.0

Graph no. 5.6 which feature of sunfeast inspires you to buy

Interpretation- In this graph showing that price is mostly keep good performance of sunfeast biscuits.

Frequency table: no.5.7. Which category of biscuit you like most

which.catogory.of.biscuit.you.like.most


Validglucose1414.014.014.0

snacky2424.024.038.0

cream2929.029.067.0

Marie1919.019.086.0

any other1414.014.0100.0

Total100100.0100.0

Graph no. 5.7. Which category of biscuit you like most

Interpretation- At the level of itc brand shows that in research it found that many person support to cream biscuit so result of biscuit coming in cream to improve.

Frequency table: no.5.8. Packaging of sunfeast attracts you most

packaging.of.sunfeast.attracts.you.most


Validyes5454.054.054.0

no4646.046.0100.0

Total100100.0100.0

Graph no. 5.8. Packaging of sunfeast attracts you most

Interpretation- In this graph showing that sunfeast biscuit attractly most to customer. The data are given as 54% yes and 46% no out of 100.

Frequency table: no.5.9. Do you find sunfeast biscuit in your near outlet?

do.you.find.sunfeast.biscuit.in.your.near.outlet


Validyes5656.056.056.0

no4444.044.0100.0

Total100100.0100.0

Graph no. 5.9. Do you find sunfeast biscuit in your near outlet?

Interpretation- The above graph showing that many people answered in positive to presence of sunfeast biscuit. So result of yes is 56% and 44% no.

Frequency table: no.5.10. Why do want any change in sunfeast like

why.do.want.any.chang.in.sunfeast.like


Validtaste77.07.07.0

price3333.033.040.0

quantity2828.028.068.0

quality2121.021.089.0

packaging1111.011.0100.0

Total100100.0100.0

Graph no. 5.10. Why do want any change in sunfeast like

Interpretation- In this graph it found that many respondent change sunfeast`s price and quality.so result is 33% price and 28% quality.

Frequency table: no.5.11. Are you satisfied with pricing strategies of sunfeast?

are.you.satisfied.with.pricing.strategies.of.sunfeast


Validstrongly satisfied1818.018.018.0

satisfied2626.026.044.0

neutral2727.027.071.0

dissatisfied1919.019.090.0

strongly dissatisfied1010.010.0100.0

Total100100.0100.0

Graph no. 5.11. Are you satisfied with pricing strategies of sunfeast?

Interpretation- In this graph showing that average satisfaction level of customer and respondent. Few people are working 27% neutral and 26% satisfaction.

Frequency table: no.5.12.Are you satisfied with advertising promotional strategies of sunfeast?satisfied.with.advertising.promotional.strategies.sunfeast



satisfied3333.033.052.0

neutral1212.012.064.0



Total100100.0100.0

Graph no. 5.12.Are you satisfied with advertising promotional strategies of sunfeast?

Interpretation- In this graph it found that advertising strategies promotional should increase. On the other word data analysis is 33% satisfied and 20% dissatisfied.

Frequency table: no.5.12. Are you satisfied with taste of sunfeast?

are.you.satisfied.with.taste.of.sunfeast



satisfied3232.032.043.0

neutral3030.030.073.0



Total100100.0100.0

Graph no. 5.12. Are you satisfied with taste of sunfeast?

Interpretation- the above graph showing that32% respondent satisfied with their tast and 30%neutral. Son result is going on highly satisfied

Frequency table: no.5.13.Are you satisfied with different flavor of sunfeast?are.you.satisfied.with.different.flavor.of.sunfeast



satisfied2727.027.038.0

neutral3030.030.068.0



Total100100.0100.0

Graph no. 5.13. Are you satisfied with different flavor of sunfeast?

Interpretation- In this graph shows that many respondent not more satisfied with their flavor but still of average satisfaction.so result are given mostly 30%neutral and 27% satisfied.

Frequency table: no.5.14. Are you satisfied with quality of sunfeast?are.you.satisfied.with.quality.of.sunfeast



satisfied2727.027.037.0

neutral3636.036.073.0



Total100100.0100.0

Graph no. 5.14. Are you satisfied with quality of sunfeast?

Interpretation- The above graph giving data of perfect and average of sunfeast quality so data is 36% neutral and 27% satisfied.

Frequency table: no.5.15. Are you satisfied with packaging of sunfeast?are.you.satisfied.with.packaging.of.sunfeast



satisfied2727.027.032.0

neutral2828.028.060.0



Total100100.0100.0

Graph no. 5.15. Are you satisfied with packaging of sunfeast?

Interpretation- According to analysis found that packaging of sunfeast biscuit mostly satisfied by the customer.so approximately satisfied but not accrue. The data is neutral 28% and 27% satisfied.

CHAPTER- 6FINDINGSSUGGESTIONCONCLUSIONS

Finding.

After analysis it found that mostly respondent have male used biscuitprofessionally. At the satisfaction level it found that majority of mostly respondent using biscuit5-12month and heard advertising by family/friend. In this analysis found about inspirations by price and mostly people like cream. Packaging, near outlet and attraction of design of sunfeast biscuit is higher than other brand. In this analysis it found thatmostly people ranked to change of price but they are satisfied suffering with price at current movement. Majority of respondent advertisement promotional strategies ranked satisfied and taste is also average satisfied. In this analysis we found that mostly respondent ranked to neutral in quality and flavor.

Suggestion-

Delivery position should be maintained to get good return from the market. The company must try to make more different brands of biscuit available at everywhere. We can provide them beautiful display package, deign etc., containing the trademark and brand name of the company. Taste of sunfeast should be very clear than other brand. Company most provide marketing research because when marketing research fine than consumer services fine. The Company employees should make direct contact with the consumers, so that they may aware with real situation of the market and consumers attitude towards the product. So any consumer like brand name brand availability consumer like brand availability so company though most that any retailer here present.ConclusionA survey is done to identify various problems and level of marketing strategies of sunfeast, so. This survey has certainty to the knowledge about the sunfeast biscuits, brand satisfaction among the customers awareness and customer satisfaction. For this purpose a number of questions were asked to find out demand of customer. This research is also done to know the views of the customer towards the products and quality provided to them by biscuit brand. And according to the survey, the customers seem contended with the products and still brand of ITC.

BIBLIOGRAPHY

. Philip kotler.Marketing Management 2. Philip kotler and Gary Armstrong Principles of marketing Management. 3. NaresMalhotra Marketing Research Title of the book: Marketing Management Name of the Publisher: Prentice hall of India Year of Publication: 2004 Edition No: 14th Name of the Author: M.K. Rampal& S.L. Gupta Name of the Publisher: Galgotia Publishing Company NEWSPAPERS AND MAGAZINES The Economic Times Times of India Business World Business Today WEBSITES WWW.Sunfeastindia.com WWW.Sunfeast.com WWW.biscuitindustry.co

ANNEXURQUESTIONNAIREMyself Ramesh Kumar student of MBA 4th SEM, Dr. IT Group, Banur, doing a Finalproject on Study of customer satisfaction of sunfeast, . I would like you to kindly fill this questionnaire as a part of my Academic research. The information and the data provided by you, I ensure you, would be strictly confidential and safe. This data would be only utilized for my analysis of the projectPROJECT REPORT ON CUSTOMER SATISFACTION OF SUNFEAST BISCUIT

1. How long you are using the sunfeast biscuit.1 to 5 months 5 to 12 months1year to 2 yearMore than 2 year

2. How do you come to know about sunfeast biscuit?advertisementFamily/ friend Retailer any others

3. Do you know sunfeast is from ITC brand?YesNo

4. Which feature of sunfeast inspiresyou to buy?qualitypriceQuantitypackagingany other

5. Which category of biscuits you like most?Glucose snackycream Marieany other

6. Packaging of sunfeast attracts you most?yes No

7. Do you find sunfeast biscuit in your near outlet? yes no

8. Why you want any change in sunfeast like?taste price quantity quality packagingno change

9. Are you satisfied with pricing strategies of sunfeast?Strongly SatisfiedSatisfiedNeutraldissatisfiedStrongly dissatisfied

10. Are you satisfied with advertising promotional strategies of sunfeast?Strongly satisfiedsatisfiedneutraldissatisfiedStrongly dissatisfied

11. Are you satisfiedwith taste of sunfeast?Strongly satisfiedsatisfiedneutraldissatisfiedStrongly dissatisfied

12. Are you satisfied with different flavors of sunfeast? Strongly Satisfied SatisfiedneutraldissatisfiedStrongly dissatisfied

13. Are you satisfied with quality of sunfeast?Strongly satisfiedsatisfiedneutraldissatisfiedStrongly dissatisfied

14. Are you satisfied with packaging of sunfeast?Strongly satisfiedsatisfiedneutraldissatisfiedStrongly dissatisfied

. Respondent Name Gendera) Male b) female

Occupation:a) Business b) Professionc) Employee d) Others ________________Agea) 15 years to 20 year b) 21 year to 25 years c) 26 year to 30 year d) 31 years & above

Annexure2Variable View

Data View

36

136513151 Britania vs Sunfeast

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