Project report on relative analysis towards degree of customer satisfaction

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Project report on relative analysis towards degree of customer satisfaction

  1. 1. PROJECT REPORT<br />ON <br />RELATIVE ANALYSIS TOWORDS DEGREE OF CUSTOMER SATISFACTION<br />LUMBINI BEVERAGES PVT.LTD.<br />HAJIPUR BIHAR<br /> SURVEY AREA-BHAGALPUR<br />SUBMITED BY<br />ARVIND KUMAR<br />EN. NO. –EIILMU/SK/RG/0708/011<br />YEAR – 2008-10<br />IN PARTIAL FULFILMENT OF THE<br />MASTER OF BUSINESS Administration<br />EIILM UNIVERSITY<br />JORETHANG SOUTH SIKKIM<br /> INDEX<br />CONTENTPAGE NO<br />ACKONOWLEDGEMENT i<br />COMPANY CARTIFICATE ii<br />INSTITUTE CARTIFICATE iii<br />PERSONAL PROFILEiv<br />PREFACE v<br />DECLERATIONvi<br />CORPORATE PROFILE 1-10<br />MISSION & VISION<br />PERFORMANCE WITH PURPOSE<br />QUALITY POLICY<br />ORGANIZATIONAL VALUES<br />COMMITMENTS<br />BOARD OF DIRECTORS<br />AROUND THE WORLD 11-11<br />HISTORY OF PEPSICO 12-24<br />PEPSICO IN INDIA 25-27<br />PARTNER<br />PEPSICO’S BUSINESS OPERATION DIVISION 28-31<br />BEVERAGES<br />SNACKE FOODS<br />RESTAURENTS<br />FINANCIAL INFORMATION 32-35<br />PRODUCTS & BRANDS 36-42<br />ABOUT THE SOFT DRINKS 43-45<br />THAT’S IN SOFT DRINK<br />MANUFACTURING PROCESS 46-47<br />SLOGANS 48-51<br />ADVERTISEMENT52-53<br />RELATIVE ANALYSIS TOWARDS<br /> DIGREE OF CUSTOMER SATISFACTION 54-63<br />MARKETING MANAGEMENT<br />PEPSICO’S MARKETING STRATEGY<br />BUILDING CUSTOMER VALUE, SATISFACTION & LOYALTY<br />CUSTOMER VALUE & SATISFACTION<br />TOTEL CUSTOMER SATISFACTION MASUREMENT TECHNIQUES<br />INFLUENCE OF CUSTOMER SATISFACTION<br />TIPS FOR RECOVER CUSTOMER GOODWILL<br />CUSTOMER RELATIONSHIP MANAGEMENT (CRM)<br />ASQ SURVEY<br />CUSTOMER SATISFACTION SURVEY AND ANALYSIS64-69<br />SURVEY AREA BHAGALPUR CITY & FRING<br />AVAILABLE PRODUCT IN BHAGALPUR<br />PRODUCT PRICE<br />SCHEEM<br />COMAPRISION BETWEEN PEPSI & COKE PRODUCTS70-70<br />AREA FOR DISTRIBUTION OF PEPSI PRODUCT71-71<br />SURVEY<br />FINDING RESULTS76-80<br />QUANTITYWISE MARKET SHARES<br />TECHNIQUE INVOLVED IN DEFINING PROBLEM81-82<br />PEPSI VS COKA-COLA 83-85<br />TECHNIQUES FOR SALES PROMOTIN 86-87<br />SWOT ANALYSIS 88-91<br />RECOMMENDATIONS 92-93 <br />BIBLIOGRAPHY 94<br />ACKNOWLEDGEMENT<br />The summer project at PEPSICO, IN BHAGALPUR has been an enriching the experience the learning of the project will go a long way enabling me to future endeavors. No project sees the light of the daywithout the help of certain individuals. I would like to express my sincere gratitude to people who were<br />instrumental in making this project possible.<br />I would like to thank Mr. N. K. PRASAD ( Manager-H R D) for giving me the opportunity to do the <br />project with PEPSICO, in Bhagalpur.<br />I would like to acknowledge the immense help and assistance of Mr.Arun Kumar Pandey<br />(TDM Bhagalpur), Mr. kamleshYaddav(C.E.)and Mr. Santoshkumar (C.E.)whose timeless efforts were invaluable in the completion of this project,for providing professional knowledge and assistance without which this project would not have been a success.<br />It was a great learning experience and I would like to appreciate Pepsico Team of Bhagalpur for their <br />excellent work environment facilities.<br />I would like to thank COL.AlokBhandri, Registrar(EIILM UNIVERSITY)<br />andPro.A.K.Banergee and all my faculty members for their kind support during tenure of my project.<br />ARVIND KUMAR<br />COMPANY CARTIFICATE<br />EIILM UNIVERSITY<br /> SIKKIM<br />CERTIFICATE<br />This is to certify that Mr. ARVIND KUMAR student of EIILM,UNIVERSITY S.SIKKIM has successfully completed the project work titled “RELATIVE ANALYSIS TOWARDS DEGREE OF CUSTOMER SATISFACTION”with the company“PEPSICO INDIA.(UNDER LUMBINI BEVERAGES PVT. LTD.HAJIPUR)”.In partial fulfillment of requirement to the award of M.B.A, MARKETING(Major)and Finance(Minor) Specialization prescribed by the EIILM UNIVERSITY ,SIKKIM.<br />This project is the record of authentic work carried out during the academic year 2008-2010.<br />Internal Project Guide. Registrar(EIILM UNIVERSITY)<br />PREFACE <br />As an integral part as curriculum all M.B.A a participant are required to undergo a practical summer training in any industry for 6 to eight week’s period. The main objective of this training is to supplement theoretical knowledge with exposure to practical operator of an organization or industry. Candidate tale much help from this training when he get the job after completed the curriculum in this training candidate get the better opportunity to in meet the Retailer conjurer, whale sellers dealer by which candidates gain more and more information about the market. By this practical Experience candidate confident level is improved. Consequently we can say this training provide better understanding of all functional areas of management skills.<br />DECLARATION<br />I am, ARVIND KUMAR, hereby declare that this project is the record of authentic work carried out by use during the academic year 2008-10and has not been submitted to any other university or institute towards the award of any degree.<br /> ARVIND KUMAR YADAV<br />“I want people to look at PepsiCo and think of it as a model of how to conduct business… be call it…. “PERFOREMANCE WITH PURPOSE”<br />-INDRA NOOY CHAIRMAN&C.E.O.<br /> PEPSICO<br />Indra Krishnamurthy Nooyi;(born October 28, 1955 in Chennai, Tamil Nadu, India) is the Chairman and Chief Executive Officer (CEO) of PepsiCo, one of the world's leading food and beverage companies. On August 14, 2006, Nooyi was named the successor to Steven Reinemund as chief executive officer of the company effective October 1, 2006. On February 5, 2007, she was named Chairman, effective May 2, 2007. Forbes magazine ranked Nooyi third on the 2008 list of The World's 100 Most Powerful Women. Fortune magazine has named Nooyi number one on its annual ranking of Most Powerful Women in business for 2006, 2007 and 2008. In 2008, Nooyi was named one of America's Best Leaders by U.S. News & World Report. <br />Early life and career<br />IndraNooyi was born into a Tamil family. She completed her schooling from Banasthali High School, Kathmandu. She received a Bachelor's degree in Chemistry from Madras Christian College in 1974, and earned an MBA at the Indian Institute of Management in Calcutta. Beginning her career in India, Nooyi held product manager positions at Johnson & Johnson and textile firm MetturBeardsell. She was admitted to Yale School of Management in 1978 and earned a master's degree in Public and Private Management. Graduating in 1980, Nooyi started at The Boston Consulting Group (BCG), and then held strategy positions at Motorola and Asea Brown Boveri. <br />In addition to being a member of the PepsiCo board of directors, Nooyi serves as a member of the boards of the International Rescue Committee, Catalyst and the Lincoln Center for the Performing Arts. She is a Successor Fellow of the Yale Corporationand member of the Board of Trustees of Eisenhower Fellowships, and currently serves as Chairman of the U.S.-India Business Council. <br />In 2007, she was chosen as a recipient of the Padma Bhushan award by the Government of India. In 2008, she was elected to the Fellowship of the American Academy of Arts and Sciences<br />PepsiCo Executive<br />Nooyi joinedPepsiCo in 1994 and was named president and CFO in 2001. Nooyi has directed the company's global strategy for more than decade and led PepsiCo's restructuring, including the 1997 divestiture of its restaurants into Tricon, now known as Yum! Brands.Nooyi also took the lead in the acquisition of Tropicana in 1998, and merger with Quaker Oats Company, which also brought Gatorade to PepsiCo. In 2007 she became the fifth CEO in PepsiCo's 44-year history.<br />Business officials rave at her ability to drive deep and hard while maintaining a sense of heart and fun. According to BusinessWeek, since she started as CFO in 2000, the company's annual revenues have risen 72%, while net profit more than doubled, to $5.6 billion in 2006. <br />Nooyi was named on Wall Street Journal's list of 50 women to watch in 2007 and 2008, and was listed among Time's 100 Most Influential People in The World in 2007 and 2008. Forbes named her the #3 most powerful woman in 2008.<br />Mission and Vision<br />At PepsiCo, we believe being a responsible corporate citizen is notonly the right thing to do, but the right thing to do for our business.<br />Mission<br />Our mission is to be the world's premier consumer Products Company focused on convenient foods and beverages. We seek to produce financial rewards to investors as we provide opportunities for growth and enrichment to our employees, our business partners and the communities in which we operate. And in everything we do, we strive for honesty, fairness and integrity. <br />Vision<br />"PepsiCo's responsibility is to continually improve all aspects of the world in which we operate - environment, social, economic - creating a better tomorrow than today."Our vision is put into action through programs and a focus on environmental stewardship, activities to benefit society, and a commitment to build shareholder value by making PepsiCo a truly sustainable company.<br />Performance with Purpose<br />At PepsiCo, we're committed to achieving business and financial success while leaving a positive imprint on society - delivering what we call Performance with Purpose. <br />Our approach to superior financial performance is straightforward - drive shareholder value. By addressing social and environmental issues, we also deliver on our purpose agenda, which consists of human, environmental, and talent sustainability. <br />PepsiCo’s quality policy<br />“Make sale and deliver the beverage to the consumer as it was designed, in order to deliver preference”. PepsiCo believes their success depend upon the quality and value of their product by providing a safe, whole some, economically efficiency and a healthy environment for their customer. And by providing a fair returns to their investors while maintaining the stander of integrity.<br />Organizational Values<br /><ul><li>Our CommitmentOur values reflect our aspirations - the kind of company we want PepsiCo to be. We express our values in the form of a commitment. Our commitment is :Sustained Growth is fundamental to motivating and measuring our success. Our quest for sustained growth stimulates innovation, places a value on results, and helps us understand whether today's actions will contribute to our future. It is about growth of people and company performance. It prioritizes making a difference and getting things done.Empowered People means we have the freedom to act and think in ways that we feel will get the job done, while being consistent with the processes that ensure proper governance and being mindful of the rest of the company's needs.Responsibility and Trust form the foundation for healthy growth. It's about earning the confidence that other people place in us as individuals and as a company. Our responsibility means we take personal and corporate ownership for all we do, to be good stewards of the resources entrusted to us. We build trust between ourselves and others by walking the talk and being committed to succeeding together.BOARD OF DIRECTORS Shona L.brown, Senior vice president, Business Operations of Googl Inc. Ian M.cook, President and C.E.O. Colgate Palmolive. Dina Doubloon, Consultant, former Executive Vice President and C.F.O, JPMorgan Chase and company. Victor J.Dzau, M.D. Chancellor for Health affairs, Duke University. Ray L. Hunt, C.E.O. Hunt Oil company , Chairman & C.E.O. Hunt Consolidated, Inc.Alberto Ibarguen,President & C.E.O. John S.& James L. Knight foundation.Arthur C.Martinez, Former Chair man of bord president & C.E.O. Sears,Roebuck& C.Indra K. Nooyi, Chair man of the board &C.E.O. Pepsico,SharomCercy Rockefeller, President & C.E.O. Weta Public StationJames J. Schiro, C.E.O., Zurich Financial ServicesLioyd Trotter, Partner GenNX360 Capital Partner. Daniel Vasella, Chairman of the board & C.E.O. Novartis AGMichealD.White, C.E.O. PepsiCo International & Vice Chairman PepsiCo.AROUND THE WORLDPEPSICO Inc. is currently one of the most successful consumer product company in the world with annual revenues exceeding $ 39 billion & has more then 1,85,000 employees. PepsiCo Inc. began as a successor to a company in corporate in 1931, known as loft Inc. Once known Pepsi-cola, the company expended its business and adopted its current name PepsiCo, after a merger with Frito-layin 1965. This merger dramatically increased PepsiCo’s market potential and set the foundation for the company’s tremendous growth PepsiCo’s product as recognized and is most respected all around the globe. Currently, PepsiCo divisions operate in three major U.S. & International business;Beverages, Snack foods, & Restaurant, PepsiCo has attend a leadership position as being the world leader in soft drink bottling the world largest snack chip producer , and the world largest franchised and company operated restaurant system . The corporation increasing success has been based on his standards of performance, marketing strategy. Competitive determinations commitment and the personal and professional integrity of their people, products, and business practices. PepsiCo’s over all missions is to increase the value of our shareholders. Investments through sales growth investments and financial activities .</li></ul>HISTORY OF PEPSICO<br />Pepsi has one of the most intriguing histories of any product on the market. From it's humble beginnings the people of Pepsi make the story what it is - including its inventor, customers, competition,corporate managers, salesmen, distributors, cartoon spokes-persons and including some of the biggest names in entertainment history. There have been good times and bad times- plus lots and lots of changes over the years. If you enjoy Pepsi, you'll enjoy the stories of the people who have made it possible.<br />Historical Events – 1900<br />1898<br />Caleb Bradham, a New Bern, North Carolina pharmacist, renames "Brad's Drink," a carbonated soft drink he's created to serve his drugstore's fountain customers. The new name, Pepsi-Cola, i first used on August 28. <br />1902Bradham applies to the U.S. Patent Office for a trademark for the Pepsi-Cola name. <br />1903<br />In keeping with its origin as a pharmacist's concoction, Bradham's advertising praises his drink as "Exhilarating, invigorating, aids digestion."<br />1905 <br />A new logo appears, the first change from the original in 1898. Pepsi-Cola's first bottling franchises are established in Charlotte and Durham, North Carolina. <br />1906<br />Pepsi gets another logo change, the third in eight years. The modified script logo is created along with the slogan, "The Original Pure Food Drink." There are 15 U.S. Pepsi bottling plants. The Pepsi trademark is registered in Canada. Syrup sales rise to 38,605 gallons. <br />1907The Pepsi trademark is registered in Mexico.<br />1909 Automobile racing pioneer Barney Oldfield becomes Pepsi's first celebrity endorser when he appears in newspaper ads describingPepsi-Cola as "A bully drink - refreshing, invigorating, a fine bracer for a race." The theme "Delicious and healthful" appears, and will be used intermittently over the next two decades.<br />Historical Events - 1920<br />1920 <br />Pepsi appeals to consumers with "Drink Pepsi Cola. It will satisfy you." <br />The price of sugar on the New York Stock Exchange reaches 26 cents per pound. Bradham gambles on the price going higher and buys large stocks of sugar. By the end of the year, sugar demand slows on the open market and the price drops to a catastrophic low of two cents per pound. <br />1923 Pepsi-Cola Company is declared bankrupt and its assets are sold to a North Carolina concern, Craven Holding Corporation, for $30,000. <br />Roy C. Mega gel, a Wall Street broker, buys the Pepsi trademark, business and goodwill from Craven Holding Corporation for $35,000, forming the Pepsi-Cola Corporation. <br />1934 Pepsi begins selling a 12-ounce bottle for five cents, the same price charged by its competitors for six ounces.<br />1939 A newspaper cartoon strip, "Pepsi & Pete," introduces the theme "Twice as much for a nickel" to increase consumer awareness of Pepsi's value advantage.<br />Historical Events - 1940<br />1940 Pepsi makes advertising history with the first advertising jingle ever broadcast nationwide. "Pepsi-Cola hits the spot/Twelve full ounces that's a lot/Twice as much for a nickel, too/Pepsi-Cola is the drink for you." "Nickel, Nickel" will eventually become a hit record and will be translated into 55 languages. <br />CEO Walter Mack adopts the standardized, embossed twelve-ounce bottle, which debuts with the "Pepsi-Cola" label blown and baked into the glass. A new logo, with more rounded script letters, is adopted. <br />Mack sponsors a nationwide essay contest which ultimately leads to the hiring of Allen McKellar and JeannetteMaund, among the first African Americans hired in a professional capacity by a major U.S. corporation. <br />1941In support of America's war effort, Pepsi changes the color of its bottle crowns to red, white and blue. A Pepsi canteen in Times Square, New York, operates throughout the war, enabling more than a million families to record messages for armed services personnel overseas. <br />1943The "Twice as much" advertising strategy expands to include the theme "Bigger drink, better taste." <br />1946World War II demands that sugar be rationed again. To counter the effects of rationing, Mack purchases a sugar plantation in Cuba, which proves to be a highly profitable venture. <br />Pepsi's theme line becomes "Bigger Drink, Better Taste." <br />Pepsi-Cola moves into Latin America. <br />1947 International profits reach $6,769,000. Pepsi moves into the Philippines and Middle East. <br />1948 African American to appear in a national consumer campaign when Pepsi initiates a campaign targeting the African-American market.<br />1950Alfred N. Steele becomes President and Chief Executive Officer of Pepsi-Cola. Mr. Steele's wife, Hollywood movie star Joan Crawford, is instrumental in promoting the company's product line. <br />Pepsi-Cola's advertising keeps pace with consumer tastes as Steele pioneers the promotion of Pepsi-Cola as an experience rather than a bargain. The "Twice as much for a nickel" slogan gives way as "More Bounce to the Ounce" takes Pepsi into the energetic decade. <br />1953Americans become more weight-conscious, and a new strategy based on Pepsi's lower caloric content is implemented with "The Light Refreshment" campaign. <br />1954"The Light Refreshment" evolves to incorporate "Refreshing Without Filling." <br />1956 A total of 149 Pepsi-Cola bottling plants operate in 61 countries outside the U.S. <br />1958Sometimes referred to as "the kitchen cola," as a consequence of its longtime positioning as a bargain brand, Pepsi now identifies itself with young, fashionable consumers with the "Be sociable, have a Pepsi" theme. A distinctive<br />1959Soviet Premier Nikita Khrushchev and U.S. Vice President Richard Nixon meet in the soon-to-be-famous "kitchen debate" at an international trade fair. The meeting, over Pepsi, is photo-captioned in the U.S. as "Khrushchev Gets Sociable."<br />Historical Events - 1960<br />1961Pepsi further refines its target audience, recognizing the increasing importance of the younger, post-war generation. "Now it's Pepsi, for those who think young" defines youth as a state of mind as much as a chronological age, maintaining the brand's appeal to all market segments. <br />Harvey C. Russell joins Pepsi-Cola, becoming the first African American named a Vice President in a major U.S. corporation. <br />1962Pepsi receives its new logo, the sixth in Pepsi history. The "serrated" bottle cap logo debuts, accompanying the brand's groundbreaking "Pepsi Generation" ad campaign. <br />1963In one of the most significant demographic events in commercial history, the post-war baby boom emerges as a social and marketplace phenomenon. Pepsi recognizes the change, and positions Pepsi as the brand belonging to the new generation - The Pepsi Generation. "Come alive! You're in the Pepsi Generation" makes advertising history. It is the first time a product is identified, not so much by its attributes, as by its consumers' lifestyles.<br />1964A new product, Diet Pepsi, is introduced into Pepsi-Cola advertising.<br />1965 Expansion outside the soft drink industry begins. Frito-Lay of Dallas, Texas, and Pepsi-Cola merge, forming PepsiCo, Inc. <br />Military 12-ounce cans are such a success that full-scale commercial distribution begins. <br />Mountain Dew launches its first campaign, "Ya-Hoo Mountain Dew. It'll tickle your innards." <br />1966Diet Pepsi's first independent campaign, "Girl watchers," focuses on the cosmetic benefits of the low-calorie cola. The "Girl watchers" musical theme becomes a Top 40 hit. Advertising for another new product, Mountain Dew, a regional brand acquired in 1964, airs for the first time, built around the instantly recognizable tag line, "Ya-hoo, Mountain Dew!" <br />1967When research indicates that consumers place a premium on Pepsi's superior taste when chilled, "Taste that beats the others cold. Pepsi pours it on" emphasizes Pepsi's product superiority. The campaign, while product-oriented, adheres closely to the energetic, youthful lifestyle imagery established in the initial Pepsi Generation campaign. <br />1969 "You've got a lot to live. Pepsi's got a lot to give" marks a shift in Pepsi Generation advertising strategy. Youth and lifestyle are still the campaign's driving forces, but with "Live/Give," a new awareness and a reflection of contemporary events and mood become integral parts of the advertising's texture. <br />1972 Preliminary trade agreement is signed between the U.S.S.R. and PepsiCo, Inc. <br />1973 "Join the Pepsi people, feelin' free" captures the mood of a nation involved in massive social and political change. It pictures us the way we are - one people, but many personalities. Pepsi receives its new logo, the seventh in Pepsi history. The logo evolves into a boxed look with minor typeface changes occurring throughout the next decade. <br />The third Mountain Dew slogan, "Put A Little Ya-Hoo in Your Life," debuts.<br />1974 First Pepsi plant opens in the U.S.S.R. <br />Television ads introduce the new theme line, "Hello, Sunshine, Hello, Mountain Dew." <br />1975The Pepsi Challenge, a landmark marketing strategy, convinces millions of consumers that Pepsi's taste is superior. <br />Pepsi Light, with a distinctive lemon taste, introduces an alternative to traditional diet colas. <br />The two-liter Plastickshield bottle is introduced. <br />1976"Have a Pepsi day" is the Pepsi Generation's upbeat reflection of an improving national mood. "Puppies," a 30-second snapshot of an encounter between a very small boy and some even smaller puppies, becomes an instant commercial classic. <br />1979With the end of the '70s comes the end of a national malaise. Patriotism has been restored by an exuberant celebration of the U.S. bicentennial, and Americans are looking to the future with renewed optimism. "Catch that Pepsi spirit!" catches the mood and the Pepsi Generation carries it forward into the '80s. <br />Historical Events - 1980<br />1982With all the evidence showing that Pepsi's taste is superior, the only question remaining is how to add that message to Pepsi Generation advertising. The answer?"Pepsi's got your taste for life!" a triumphant celebration of great times and great taste. <br />1983The soft drink market grows more competitive, but for Pepsi drinkers, the battle is won. The time is right and so is their soft drink. It's got to be "Pepsi Now!" <br />1984 A new generation has emerged - in the United States, around the world and in Pepsi advertising, too. "Pepsi. The Choice of a New Generation" announces the change, and the most popular entertainer of the time, Michael Jackson, stars in the first two commercials of the new campaign. The two spots quickly become "the most eagerly awaited advertising of all time." <br />Lemon Lime Slice, the first major soft drink with real fruit juice, is introduced, creating a new soft drink category, "juice added." In a subsequent line of extensions, Mandarin Orange Slice goes on to become the number-one orange soft drink in the U.S. Diet Pepsi is reformulated with NutraSweet (aspartame) brand sweetener. <br />1985Lionel Ritchie leads a star-studded parade into "New Generation" advertising followed by pop music icons Tina Turner and Gloria Estefan. Sports heroes Joe Montana and Dan Marino are part of it, as are film and television stars Teri Garr and Billy Crystal. <br />Geraldine Ferraro, the first woman nominated to be vice president of the U.S., stars in a Diet Pepsi spot. And the irrepressible Michael J. Fox brings a special talent, style and spirit to a series of Pepsi and Diet Pepsi commercials, including a classic, "Apartment 10G." <br />By the end of the year, the New Generation campaign earns more than 58 major advertising and film-related awards. Pepsi's campaign featuring<br />Ritchie is the most remembered in the country, according to consumer preference polls.<br />19867-Up International is acquired in Canada. <br />"Dew It Country Cool" becomes the new slogan for Mountain Dew. Pepsi broadens Mountain Dew popularity with the introduction of Diet Mountain Dew. Mountain Dew is the sixth-largest brand in the industry, supporting double-digit growth annually for the past eight years. <br />1987After an absence of 27 years, Pepsi returns to Times Square, New York, with a spectacular 850-square-foot electronic display billboard declaring Pepsi to be "America's Choice." <br />1988Michael Jackson returns to "New Generation" advertising to star in a four-partepisodic" commercial named "Chase." "Chase" airs during the Grammy Awards program and is immediately hailed by the media as "the most-watched commercial in advertising history." <br />1989"The Choice of a New Generation" theme expands to categorize Pepsi users as "A Generation Ahead!" <br />In a widely praised initiative designed to help stem the severe dropout problem in U.S. high schools, Pepsi-Cola launches the pilot phase of a multi-million-dollar program, the Pepsi School Challenge, in inner-city schools in Dallas and Detroit. <br />Pepsi-Cola introduces an exciting new flavor, Wild Cherry Pepsi. <br />1990Teen stars Fred Savage and Kirk Cameron join the "New Generation" campaign, and football legend Joe Montana returns in a spot challenging other celebrities to taste-test their colas against Pepsi. Music legend Ray Charles teams up with Uh-Huh Girls. The slogan for Diet Pepsi is modified to "You Got The Right One Baby, Uh-Huh." <br />Craig E. Weatherup is named CEO of Pepsi-Cola North America, as Canada becomes part of the company's North American operations. <br />Pepsi-Cola unveils its new logo, the eighth in 93 years. To foster the earlier scripted logo's sense of movement, "Pepsi," now in italic capital typeface, is removed from a smaller blue and red Pepsi swirl and runs vertically up the package. <br />The Pepsi School Challenge wins the U.S. Department of Labor "LIFT" Award for its efforts to improve education and academic achievement of students preparing for the workforce of tomorrow. <br />1991"You got the right one baby" is modified to "You got the right one baby, uh-huh!" The "Uh-Huh Girls" join Ray Charles as backup singers and a campaign soon to become the most popular advertising in America is on its way. Supermodel Cindy Crawford stars in an award-winning commercial made to introduce Pepsi's updated logo and package graphics. <br />1992Celebrities join consumers, declaring that they "Gotta have it." The interim campaign supplants "Choice of a New Generation" as work proceeds on new Pepsi advertising for the '90s. Mountain Dew growth continues, supported by the antics of an outrageous new Dew Crew whose claim to fame is that, except for the unique great taste of Dew, they've "Been there, done that, tried that." <br />Pepsi-Cola Company implements the "Right Side Up" philosophy, where the customer and frontline employees are at the top of the organization. <br />Publisher Earl Graves and basketball superstar Earvin "Magic" Johnson are appointed Pepsi-Cola franchisees for the Washington, D.C. market. Their new company quickly becomes one of the largest African American-run companies in the U.S. <br />1993"Be young, have fun, drink Pepsi" advertising starring basketball superstar Shaquille O'Neal is rated as best in U.S. <br />1994New advertising introducing Diet Pepsi's freshness dating initiative features Pepsi CEO Craig Weatherup explaining the relationship between freshness and superior taste to consumers. <br />1995 In a new campaign, the company declares "Nothing else is a Pepsi" and takes top honors in the year's national advertising championship. <br />Starbucks and Pepsi team up with the North American Coffee Partnership and launch Mazagran, a carbonated coffee drink. <br />Pepsi enters the dairy beverage category with Smooth Moos smoothies. <br />1996In February of this year, Pepsi makes history once again by launching one of the most ambitious entertainment sites on the World Wide Web. Pepsi world eventually surpasses all expectations, and becomes one of the most launched and copied sites in this new medium, firmly establishing Pepsi's presence on the Internet. <br />1997In the early part of the year, Pepsi pushes into a new era with the unveiling of the GenerationNext campaign. Generationnext is about everything that is young and fresh, a celebration of the creative spirit. It is about the kind of attitude that challenges the norm with new ideas, at every step of the way. <br />1998Pepsi continues its popular "GenerationNext" campaign with spots that include: Goose, Gnat and Stunt Driver (featuring racing superstar Jeff Gordon). <br />In 1998 Pepsi launches its new look, called "Globe," which prominently features a stylized, three-dimensional Pepsi Globe set against a blue ice backdrop. It affects all can, bottle, and multican packaging for Pepsi, Diet Pepsi, Caffeine Free Pepsi and Caffeine Free Diet Pepsi. <br />1999"The Joy of Cola" new advertising campaign for Brand Pepsi features the voices of actors Marlon Brando, Isaac Hayes and "Queen of Soul" Aretha Franklin. The spots also feature child actress Hallie Eisenberg as the "Little Girl." <br />Pepsi and Lucasfilm team up again as "Star Wars: Episode I - The Phantom Menace" hits movie theaters. Consumer excitement surrounding the long-awaited return of the Star Wars series is heightened as special Pepsi bottles and cans offer 24 different Star Wars characters. The collection series includes a gold Yoda can. <br />Pepsi recruits its first "spokesalien" Marfalump to star in its commercials supporting the campaign. Marfalump, who was created by BBDO and George Lucas' Industrial Light and Magic company, has two great passions: Pepsi and Star Wars. The spots, titled "Landing" and "Play Acting," illustrate the great lengths the young alien will go to enjoy both of his passions. <br />Pepsi-Cola North America welcomes Gary Rodkin as President and CEO. <br />In a dramatic restructuring of the business, Pepsi announces one of the largest IPOs in history. On March 31, 1999, The Pepsi Bottling Group, Inc. (PBG) becomes a publicly traded company and Pepsi's largest bottler. PBG is headed by President and CEO Craig Weatherup. <br />The new look replaces Pepsi's current pedestal logo with a new brand identity that also more prominently features the Pepsi Globe against a blue background. <br />Pepsi celebrates its centennial year with a birthday party that is attended by Pepsi-Cola bottlers from all over the world. Joining the festivities are Pepsi stars and friends including Ray Charles, Kool and the Gang and the Rolling Stones. <br />President and Mrs. George Bush, Lady Thatcher and Walter Cronkite also help to commemorate the occasion where Pepsi's legacy is honored and a new look for the millennium is unveiled. The three-dimensional globe against an ice blue background becomes the universal symbol for one Pepsi family - poised for innovation and world leadership as it enters the new century. <br />2000Faith Hill, Sammy Sosa and Ken Griffey Jr. - three of the hottest names in entertainment - signed new deals to endorse Pepsi-Cola products. Singing sensation Faith Hill, who has rocked the charts with her top 10 hits, stared in a new "Joy of Cola" ad with "Pepsi Girl" Hallie Eisenberg. The ad debuted during the March 26 Academy Awards broadcast. Major League Baseball All-Stars Sammy Sosa and Ken Griffey Jr. also stepped up to bat in new Pepsi commercials. In addition to the ads, each slugger was be involved in Pepsi's "Takin' it to the Fields" youth baseball and softball programs, as well as appeared on in-store promotional materials for the brand. From Boston to San Francisco and everywhere in between, consumers' cola choice is clear. In more than 30 markets currently conducting the Pepsi Challenge, the tastes of Pepsi and Pepsi ONE are preferred over Coke products in every market, especially in Philadelphia, Dayton, Tucson, San Antonio and Seattle. In a cross-promotion designed to further engage youth in our products, consumers who take the Pepsi Challenge receive "starter points" for this summer's "Choose Your Music" program. Participants can alsohave their photos taken and posted online at www.pepsi.com, driving traffic to and awareness of Pepsi's Internet site. <br />2001Pop superstar Britney Spears appears in her first Pepsi commercial during the 2001 Academy Awards. The high-energy spot also runs online, where more than 2 million fans click their way to Britney's own version of "The Joy of Pepsi." <br />Pepsi Stuff.com lets consumers redeem points from specially marked packages of Pepsi products for more than a half-million cool prizes, and proves to be Pepsi's most popular online promotion ever. <br />Colombian singing sensation Shakira stars in a series of new commercials for Pepsi just as her debut English-language album hits stores in the U.S. At the same time, Pepsi agrees to sponsor the Latin pop star's worldwide concert tour. <br />Pepsi unveils its Fun Wraps Factory, letting consumers personalize Pepsi cans with fun designs and unique messages. With a wide variety of sports, entertainment and holiday images to choose from, Pepsi drinkers begin creating their own can labels for just about any occasion. <br />Pepsi puts "a little twist on a great thing", introducing lemon-flavored Pepsi Twist and Diet Pepsi Twist. The product launch marks the return to lemon-flavored colas for Pepsi, which distributed Pepsi Light until the mid-1980s.<br />PepsiCo entered India in 1989 and has grown to become one of the country’s leading food and beverage companies. One of the largest multinational investors in the country, PepsiCo has established a business which aims to serve the long term dynamic needs of consumers in India. <br />PepsiCo India and its partners have invested more than U.S.$1 billion since the company was established in the country. PepsiCo provides direct and indirect employment to 150,000 people including suppliers and distributors.<br />PepsiCo nourishes consumers with a range of products from treats to healthy eats, that deliver joy as well as nutrition and always, good taste. PepsiCo India’s expansive portfolio includes iconic refreshment beverages Pepsi, 7 UP, Mirinda and Mountain Dew, in addition to low calorie options such as Diet Pepsi, hydrating and nutritional beverages such as Aquafina drinking water, isotonic sports drinks-Gatorade, Tropicana100% fruit juices, and juice based drinks – Tropicana Nectars, Tropicana Twister and Slice.Local brands – Lehar Evervess Soda, Dukes Lemonade and Mangola add to the diverse range of brands.<br />PepsiCo’s foods company, Frito-Lay, is the leader in the branded salty snack market and all Frito Lay products are free of trans-fat and MSG. It manufactures Lay’s Potato Chips, Cheetos extruded snacks, Uncle Chipps and traditional snacks under the Kurkure and Lehar brands. The company’s high fibre breakfast cereal, Quaker Oats, and low fat and roasted snack options enhance the healthful choices available to consumers. Frito Lay’s core products, Lay’s, Kurkure, Uncle Chipps and Cheetos are cooked in Rice Bran Oil to significantly reduce saturated fats and all of its products contain voluntary nutritional labeling on their packets.<br />The group has built an expansive beverage and foods business. To suppor tits operations, PepsiCo has 43 bottling plants in India, of which 15 are company owned and 28 are franchisee owned. In addition to this, PepsiCo’s Frito Lay foods division has 3 state-of-the-art plants. PepsiCo’s business is based on its sustainability vision of making tomorrow better than today. PepsiCo’s commitment to living by this vision every day is visible in its contribution to the country, consumers and farmers.<br />PEPSICOS PARTNER IN INDIA<br /><ul><li>TERI
  2. 2. ADI
  3. 3. EXNORA
  4. 4. CSMCRI
  5. 5. CAPTEEN FOUNDATION
  6. 6. MISSION VIJAY II
  7. 7. SWASHRIT
  8. 8. INTERNATIONAL LABOUR ORGANIZATION
  9. 9. YOUTHREACH INDIA</li></ul>PepsiCo’s major business operation division:-<br />Mainly there are three major business operating division of PepsiCo in the world wide. These are <br /><ul><li>Beverages
  10. 10. Snack-foods
  11. 11. Restaurants </li></ul>BEVRAGES<br />PepsiCo’s beverages business was founded in 1898 by the pharmacist named Caleb Bradham, who created a special beverage; a soft drink, in the backroom of his drug store in New Bern, North Carolina. This new soft drink called “Brad’s Drink” had a unique mixture of cola nut extract, vanilla and rare oils. Caleb began to advertise his new creation with the theme “exhilarating invigorating, Aids digestion and renamed it as “Pepsi-Cola”<br />Caleb Bradhom began his cola operation in1902. The Pepsi cola company was headquartered in the backroom of his drug store when he packaged the syrup for sell to other soda fountains. The business increased on June 16th, 1903, “Pepsi- cola was officially registered with the us patent office. And as a result Caleb Bradham began to franchise Pepsi-cola to many independent investors. By the end of 1910, Pepsi-cola was franchised in 24 stores.<br />Until world war first Pepsi-colacompany achieved 17 years of success and a new theme was introduced “drink-Pepsi-cola” it will satisfy you. However after the years calebBradham suffered bankruptcy as a result Pepsi-cola become a subsidiary to left incorporated a large chain of candy stores and soda foundations.<br />Today, Pepsi Cola Company is a major division of PepsiCo’s corporate structure Pepsi-cola companies a wide range of beverages to retail, restaurants and food services in more than one hundred countries and territories around the world and brings in a annual revenue of $ 23 billion. There are 200 plants in the U.S. and Canada as well as 530 plants through out the rest of the world that produces Pepsi-cola’s beverage. five of Pepsi-cola’s brand names: Pepsi, diet Pepsi, mountain dew, 7up and mirinda each bring in annual revenue in consumer sales of $1 billion in 1992 a partnership between Thomas J. Lipton and Pepsi was formed this partnership produce, market and distributes Lipton brew, Lipton brisk and Lipton fountain ice-tea in 1993 Pepsiintroduced a new product of low calorie called Pepsi max for international market, now it is selling in 39 countries and is largest selling cola brand out side the US.<br />PepsiCo is continuing to expand and introduced new alterative beverages in the market there are four alternative beverage that are currently being tested in our market today mazagran, a cold sparkling coffee based beverage, Aquafina, bottled water and a low fat milk shake called smooth moos. The latest beverage was launched on may<br />22, 1996 in Philadelphia, Pepsi-Kona a new cola, is a combination of the Pepsi-cola flavor and the Kona blend of coffee.<br />SNACK-FOODS<br />Pepsi co’s food business started in 1932 at the birth of both,the FRITO-LAY company, a produce of corn-chips and H.W lay company,a producer of potato chips. In 1961, the FRITO-LAY company merged with the H.W lay company to form FRITO-LAY, Inc. Today FRITO-LAY Inc; is a major division in PepsiCo’s corporate structure the FRITO-LAY Inc is the world’s number one snack food company in the US and in the most of its 39 International markets.<br />FRITO-LAY manufactures distributors and markets snacks all over the world. In 1995, FRITO-LAY company more 150 verities of snack food productsWorldwide currently FRITO-LAY’S snack products are available in 88 countries and territories outside North America.<br />RESTURANTS<br />PepsiCo is the largest restaurants system in the world, the restaurant segments is engaged in the operation, development, franchising and licensing of pizza hut, Taco Bell and “KFC” concepts, In 1997 Pizza Hut become a part of PepsiCo and is currently the leader among the Pizza restaurant chain in the US. Taco Bell, the largest Mexican-style restaurant in the US becomes a part of PepsiCo’s restaurant system. In.1978. In 1986 KFC joined PepsiCo and is the leading fast food chicken restaurant in the US.<br /> PepsiCo’s have a record for growth and have producedmore than $5 billion in revenues. <br />Type Wholly owned subsidiary<br />Founded Wichita, Kansas (1958)<br />HeadquartersAddison, Texas, United States<br />Key people Dan and Frank Carney (founders)David C Novak (Chairman)Scott Bergren (President) <br />IndustryRestaurants<br />ProductsItalian-American cuisinepizza ·pasta ·desserts<br />Employeesover 30,000<br />ParentPepsiCo(1977–1997)Yum! Brands<br />FINANCIAL INFORMATION<br />PepsiCo was formed back in 1965 through a merger between Pepsi-cola Company and FRITO LAY, Inc. PepsiCo has enjoyed success in it’s earlier years but of let, profits have been decline. Consider that net income fall from $1.990 billion in 1995 to $ 1.865 billion in 1996. This represents a 6% decrease. Internationally, Pepsi is facing even more problems with an $ 846 million loss in 1996.Pepsi plant to address these problems with an aggressive marketing campa<br /> PepsiCo stock, listed under the trading symbol PepsiCo, is formed on the NYSE which is its principle market as well as on the Amsterdam, Midwest, Swiss and Tokyo exchange. Currently it has market capitalization of $55.2 billion, with $1.5 billion shares outstanding an d approximately 20700 shareholder. The stock earning per share through the end of 1996 was $.75, which is down 25% from last year earning per share of $1.00 at the end of 1995 as of July 18,1997 the 52 weeks range for the stock has been from a low of $28 to a high of $ 39.50. Quarterly cash dividends have been paid since PepsiCo was formed in 1965, and the dividends per share have increased for 24 consecutive years. 1996 PepsiCo paid annual dividends of .50, which represents a dividends yield of 1.39 %<br />PepsiCo Income Statement<br /> 2008 2007 2006<br />Revenue ($ mil.)43,251.039474.035137.0Gross Profit ($ mil.)22,900.021436.01919,375.0Operating Income ($ mil.)7,350.07 855.0 228.0Total Net Income ($ mil.)5,142.05658.05 642.0Diluted EPS (Net Income) 3.21 3.41 3.34<br />PepsiCo Quarterly Statement<br />Quarter Ending Jun 09 Quarter Ending Mar 09 QuarterEnding Dec 08<br />Revenue ($ mil.)10,592.08,263.012,729.0oss Profit ($ mil.)5,711.04,519.06,558.0Operating Income ($ mil.)2,337.01,613.01,136.0Total Net Income ($ mil.)1,668.01,141.0719.0Diluted EPS (Net Income)1.060.720.47<br />Balance Sheet (at a glance) in Millions<br /><br />Financial information about PepsiCo’s competitive intelligence<br />Coca-colaDr Paper Snack groupKraft Food<br />Annual Sales ($ mil.)31,944.05,710.042,201.0Employees92,40020,00098,000Market Cap ($ mil.)115,663.56,922.342,493.7<br />Products and brands of PepsiCo<br />PepsiCo is home to hundreds of brands around the globe. Listed here are some of most recognized.<br /><ul><li>Frito-Lay brands
  12. 12. Pepsi-Cola brands
  13. 13. Gatorade brands
  14. 14. Tropicana brands
  15. 15. Quaker brands</li></ul>Frito-Lay brands<br />It offers a wide variety of fun foods and sensible snacks to satisfy yours snacking needs. From mouth-watering Potato chips and Corn-chips, to hasty pretzels, and savory cookies, Frito-lay has a snack for you!<br />Products<br />Lay's potato chips Lay's Kettle Cooked potato chips Wavy Lay's potato chips Baked Lay's potato crisps Maui Style potato chips Ruffles potato chips Baked Ruffles potato crisps Ruffles Flavor Rush potato chips Doritos tortilla chips Baked Doritos tortilla chips 3D's snacks Tostitos tortilla chips Baked Tostitos tortilla chips Santitas tortilla chips Fritos corn chips Cheetos cheese flavored snacks Rold Gold pretzels & snack mix Funyuns onion flavored rings Go Snacks Sunchips multigrain snacks Sabritones puffed wheat snacks Cracker Jack candy coated popcorn Chester's popcorn Grandma's cookies Munchos potato crisps Smartfood popcorn Baken-ets fried pork skins Oberto meat snacks Rustler's meat snacks Churrumais fried corn strips Frito-Lay nuts Frito-Lay, Ruffles, Fritos and Tostitos dips & salsas Frito-Lay, Doritos and Cheetos snack crackers Fritos, Tostitos, Ruffles and Doritos snack kits Hickory Sticks Hostess Potato Lay's Stax potato crisps Doritos RollitosLay's Fries Natural Lays Natural Ruffles Natural Cheetos Natural Tostitos Miss Vickie's potato chips Munchies snack mix Outside North AmericaBocabits wheat snacks Crujitos corn snacks Fandangos corn snacks Hamka's snacks Niknaks cheese snacks Quavers potato snacks Sabritas potato chips Smiths potato chips Walkers potato crisps Walkers Square potato snacksWalkers French Fries potato sticks Walkers Monster Munch corn snacks Gamesa cookies Doritos DippasSonric's sweet snacks Wotsits corn snacks Walkers Sensations Doritos A La TurcaLay's MediteranneasRed Rock Deli KurkureSmiths Sensations Lays Artesanas PC Cheetos Shots Quavers Snacks <br />Pepsi-Cola brands<br />Pepsi-cola is most commonly called Pepsi, is a soft drink produced by PepsiCo, which is sold worldwide in stores, restaurants and vending machines. The brand was trade marked on June 16, 1903, though the drink was 1st made august 28, 1998 by pharmacist called Bradham. Present times there are following products are available in the world wide.<br />Products<br />PepsiPepsi Caffeine Free Pepsi Diet Pepsi Caffeine Free Diet Pepsi Diet Pepsi Max Jazz Diet Pepsi Diet Pepsi Lime Diet Pepsi Vanilla Pepsi Wild Cherry Diet Pepsi Wild Cherry Pepsi ONE Sierra MistSierra Mist Diet Sierra Mist Sierra Mist Cranberry Splash Sierra Mist Free Cranberry Splash TropicanaTropicana lemonade and punches Tropicana Light lemonade and punches Tropicana Twister sodas Ocean Spray (License)Ocean Spray juices Ocean Spray juice drinks MoreTAVA Ethos Water (License) Manzanita Sol Slice FruitWorks juice drinks MirindaMug Root BeerMug Root Beer Diet Mug Root Beer Mug Cream Soda Diet Mug Cream Soda No FearNo Fear No Fear MotherloadSugar Free No Fear MotherloadDole (License)Dole juices and juice drinks Dole Plus fortified juices Outside North AmericaMirinda7UP (International) Pepsi Limón KasTeem Pepsi Max Pepsi Light Manzanita Sol Paso de los TorosFrukoEvervessYedigunShaniFiesta D&G (License) Mandarin (License) Radical Fruit <br />AMP Energy More Power to You ampenergy.comAquafinaMake your body happy!aquafina.comDole JuiceHealthy juices on the godolejuice.comEthos WaterHelping children get clean water.ethoswater.comGatoradeRehydrate. Replenish. Refuel.gatorade.comLipton BriskIt’s bold. It’s refreshing.It’s Lipton Brisk.liptonbrisk.comLipton Iced TeaRefreshment comes inmany flavors.liptonicedtea.comLipton Pure Leaf TeaLipton Tea can do that.liptonpureleaf.comMountain DewDo the Dewmountaindew.comMug Root BeerThe taste you cravemugrootbeer.comNo FearMan Up!energy.nofear.comPepsiIt’s the colapepsiusa.comPepsi MaxThe Invigorating Colapepsimax.comPropelWater. Propelled.propelwater.comSierra MistIt’s that refreshing<a href="/pepsi_redirect.php?theurl=sierramist.com" target="_blank" class<br />Tropicana Brands<br />Start your day with the perfect combination of fresh squeezed taste and invigorating nutrition<br /> Tropicana pure premium not from concentrate which means its 100% juice with no water added. Plus, an 80z glass counts as to servings of fruit and provides a full day’s supply of vitamin C. so add test and nutrition to your morning with a delicious today <br /> Available in a verity flavors, Tropicana pure premium is available in orange juice, Grapefruit juice and orange juice blended flavors. Look for Tropicana pure premium in a package size to meet your needs: 80z, 100z, 140z, 160z, 320z 640z, 960z 1280z and our 590z carafe<br />Products<br /><ul><li>Tropicana pure premium juice.
  16. 16. Tropicana twister juice drinks.
  17. 17. Tropicana smoothies.
  18. 18. Dole juices (license)</li></ul>Gatorade brand <br /><ul><li>Products
  19. 19. Gatorade thirst quencher.
  20. 20. Gatorade frost thirst quencher.
  21. 21. Gatorade ice thirst quencher.
  22. 22. Gatorade fierce thirst quencher.
  23. 23. Propel fitness water.</li></ul>Quaker bran<br />Products<br /><ul><li>Quaker brand
  24. 24. Life cereal
  25. 25. Quaker rice snacks (Quaker)
  26. 26. Quaker rice cakes</li></ul>ABOUT THE SOFT DRINK <br />THAT’S IN SOFT DRINK?<br />Soft drink has been part of American lifestyle for more than 100 years. Many of today’s soft drinks are the same as the first ones enjoyed in the 1800’s. Soft drink production begins with creation of flavored syrup using a closely guarded company recipe. The syrup is mixed with purified water and then carbonated by adding carbon dioxide gas under pressure. This carbonation creates the “tingle fizz” that gives soft drinks a refreshing taste.<br />Now for a closer look at soft drink ingredients……………<br />Like other foods, the ingredients that are used in making soft drink are approved and closely regulated by the US Food and Drug Administration (FDA). All the ingredients used in soft drinks are found in a variety of other foods.<br /><ul><li>WATER</li></ul>Soft drink production starts with a pure source of water. Regular soft drink contains 90% water while diet soft drink contains up to 99% water Drinking water contains trace amount of various elements that affect its taste. You have probably noticed that top differ in carious regions of the county. Bottler use sophisticate filtering and other treatment equipments to remove any residual impurities and to standardize the water used to make soft drinks. That’s why your favorite soft drink tastes the name in New York as it dies in India.<br /><ul><li>CARBON DIOXIDE</li></ul>A colorless and odorless gas, carbon dioxide is the essential characterizing ingredient in all “carbonated” beverages. It is given off when we breathe and is used by the plants to product oxygen. <br /> When dissolved in water, carbon dioxide imparts taste. For that reason natural sources of carbonated. Of effervescent, mineral water were once highly prized. These rare mineral water were once also believed to have beneficial medicinal properties. Efforts to make and sell “artificial effervescent mineral water” underway Europe and US by 1800.<br />It was the innovative step of adding flavors to these popular “soda water” that gave birth to the soft drink beverages we enjoy today. In these days of soft drinkmanufacturing, carbon dioxide was made from sodium salts. This is why carbonatedbeverages were called, sodas or “soda water”.<br />Today bottlers buy pure carbon dioxide as a compressed gas in the high-pressure cylinders. Carbon dioxide gas is absorbed into flavored soft drink in a carbonator machine just before the container is sealed. While under pressure and chilled, soft drink may absorb up to four times the beverage volume of carbon dioxide.<br />FLAVORS<br />One of the most important ingredients in the soft drinks is flavoring. Most soft drink bottles mix many individual flavors to create distinctive tastes. Natural flavors in the soft drink come from spices, natural extracts and oils. Fruit –flavored soft drink such as orange and lemon-lime often contains natural fruit extracts. Other flavors such as root beer and ginger are contain flavoring made from herbs and spices. <br /> There are also some artificial or man made flavoring used in soft drinks. Nature does not produce enough of some flavors to satisfy world demand. Also some flavors are limited geographically and seasonally.<br /><ul><li>COLORS</li></ul>Many people do not realize important color is to taste perception. Color affects our psychological impression of food. If you don’t believe it. Try eating a familiar food in the dark. The color used in the food and beverages comes both from natural and synthetic sources.<br /><ul><li>CAFFEINE</li></ul>Caffeine is substance that occurs naturally in more than 60 plants including coffee beans, tealeaves, kola nuts and cocoa beans. In some cases, small amounts of caffeine are added to soft drinks as a part of the flavor profile. The amount of caffeine in soft drinks is only a fraction of that found in an equal amount of coffee or tea.<br /> Caffeine has a classic bitter taste that enhances other flavors. It has been part of almost every cola and pepper type beverage since they were first formulated more than 100 years ago and has been enjoyed in coffee, tea and chocolate beverages for centuries. <br /> Even though some people feel the effects of caffeine are harmful, scientific research has refused these claims. The ling history of caffeine’s use confirms that itis safe when consumed in moderation. For people who wish to restrict their caffeine intake, many caffeine free soft drinks are available.<br /><ul><li>ACIDULANTS</li></ul>Similar to fruit juices and many other food products, most drinks are slightly acidic. Acidulates add a pleasant tartness to soft drinks for one or two common food acidulates (phosphoric acid and citric acid) occasionally; other acidulates such as malice acid is also used.<br /><ul><li>PRESERVATIVE</li></ul>Soft drinks do not normally get spoiled because of their acidity and carbonation. However, storage conditions and storage tome can sometimes impact taste and flavor. For this reason some vs. contains small amounts of preservatives that are commonly used in many foods.<br /><ul><li>POTASSIUM</li></ul>Potassium is another essential nutrients found in many natural and man made food ingredient like sodium, potassium exists naturally in drinking water and therefore, in soft drinks. Small amount of potassium are also found in some of the flavoring agents and other ingredients used in soft drinks. <br /><ul><li>SODIUM</li></ul>Because the name “soda pop” and “soda water” were associated with early soft drinks. Many people falsely believe that carbonated beverages contains significant amount of sodium. That is true.Sodium, the name form of various salts, is present in many natural and man made compounds. It is an essential nutrient responsible for regulating and transferring body fluids. As well as other important body functions. Although an adequate daily intake of sodium is necessary for good health, excessive consumption has been to high blood pressure in some people. <br /><ul><li>SWEETENERS </li></ul>Non-diet soft drinks <br />Most regular (non-diet) soft drinks are sweetened with either sucrose or high fructose corn syrup, (HFCS). A mixture of these sweeteners many also be used. Sucrose, the familiar sweetener in your sugar bowl, cines firm sugarcane or sugar beets.<br />HOW SOFT DRINKS ARE MADE?<br />1START WITH PURE WATER!<br />Soft drinks begin with purified water (much clearer than the tap water you drink at home). The soft drink manufacturer filters tap water through fine, clean sand and gravel to get rid of any undissolved impurities that may pass through the finished drink and ensures that the water does not contain any unwanted particles.<br />2ADD THE FLAVOUR<br />Once the water is purified, flavorings are added. These are prepared from natural and nature identical sources and are added to a mixture of sugar and purified water to make syrup. This forms the soft drink base.<br />3NEXT STEP, ADD THE BUBBLES<br />The purified water and syrup base are then blended together to form a 'still' drink and then mixed with carbon dioxide gas (CO2) in a machine called a carbonator.<br />4FILLING THE BOTTLES<br />After the drink has been carbonated, it is transferred under pressure to the filling machine. Here, the bottles or cans are filled and are then passed by conveyor belt to the sealing machine.<br />5THE FINAL STAGE<br />The sealed bottles and cans are still quite cold at this stage, and if packed at this temperature, moisture which forms on the container because of condensation would cause the cartons to become wet and less manageable. To prevent this, the bottles and cans are passed through a hot water spray to bring them up to 'room' temperature.<br />6LABELS & PACKAGING<br />Most soft drink bottles have labels applied by a labeling machine. There are still some bottles, mostly returnable, which have the label information printeddirectly on to the glass. Cans also have the label printed on them; before they arrive at the soft drink manufacturing plant.<br />SLOGANS OF PEPSI<br />To promote the products of Pepsi the organization use various slogans. Some of the slogans used in the various years are as follows.<br />1903 <br /> Exhilarating, Invigorating, Aids Digestion,<br />1907 <br /> Original Pure Food Drink<br />1915 <br /> For all thrust-Pepsi-Cola<br />1919<br /> Pepsi-Cola it makes you Scintillate <br />1920 <br /> Drink Pepsi-Cola it will Satisfy you<br /> 1928 <br /> Pepsi you up!<br />1933<br /> It’s the best Cola Drinks<br /> 1939 <br /> Twice as Much for a Nickel<br />1943<br /> Bigger Drink, Better Test<br />1949<br /> Why take Less when Pepsi’s Best<br />1958<br /> Be Sociable, Have a Pepsi <br />1963 <br /> Come alive you are in the Pepsi Generation.<br />1973 <br /> Join the Pepsi People Feel in, Free.<br /> 1984 <br />The Choice of a New Generation.<br />1995<br /> Nothing else is a Pepsi<br /> 1997 <br /> Generation Next<br />1999<br /> The joy of Cola<br />2001 <br /> Think Young Drink Young<br /> 2003 <br /> It’s the Cola<br />2005<br />Ask for More<br />2006<br />Why you Doggin me<br /> 2008 <br />PepsifyKarogay<br />Advertisement of Pepsi <br />Pepsi spends a huge budget on advertisement. It uses celebrities <br />From all around the world to promote its product. Some of the entertainment celebrities used by the pepsico in the world includes :-<br />Sharukh khan<br />Kareenakapur<br />Priyankachopra<br />Amitabh bachan<br />Saifali khan<br />Briteny spears<br />Ricky martin<br />Jackie chen<br />Steven seagal<br />Some of the sports celebrities used by PepsiCo in the world are <br />Sachintendulkar<br />M.s.dhoni<br />Ronaldenio<br />Robert carlos<br />Inzmamulhaq<br />David bekham<br />Maradona<br />Jeff gordan<br />SurveData collectionAnalysisSolutionFollow-up <br />Marketing<br />Our topic customer degree of customer n satisfaction is related to the marketing management .Here it is very essential to discos that what is marketing, and how it affects the customer test and preference. <br />American Marketing Association, “It is process of planning and executing the conception, pricing, promotion and distribution of aides, goods and services to create it change that satisfy individual and organizational goal” <br />I am thinking that marketing is a view point, which looks at the entire businessprocess as a highly integrated effort to discover, create, arouse, and satisfy consumer needs. An organization business success largely depend from how efficiently the product and services are delivered to customer and how differently those a customers perceive the deferens in delivery in comparison to the competitors<br />A PhilosophyAn AttitudeA perspectiveA Management OrientationA set of activities including ProductPricePlacePromotionMarketing isPLUS<br />PepsiCo’s marketing strategy <br />After an intensive survey in BHAGALPUR Market we have come on the point that Pepsi is known in marketing world as a combination product, one that is purchased without much consideration. So how is it decided which brand of soft-drink to buy? <br />In 1975, Pepsi introduced the Pepsi Challenge marketing campaign where PepsiCo set up a blind tasting between Pepsi-Cola and rival Coca-Cola. During these blind taste tests the majority of participants picked Pepsi as the better tasting of the two soft drinks. PepsiCo took great advantage of the campaign with television commercials reporting the results to the public.<br />In 1976 Pepsi, RKO Bottlers in Toledo, Ohio hired the first female Pepsi salesperson, Denise Muck, to coincide with the United States bicentennial celebration.<br />In 1996, PepsiCo launched the highly successful Pepsi Stuff marketing strategy. By 2002, the strategy was cited by Promo Magazine as one of 16 "Ageless Wonders" that "helped redefine promotion marketing." <br />In 2007, PepsiCo redesigned their cans for the fourteenth time, and for the first time, included more than thirty different backgrounds on each can, introducing a new background every three weeks. One of their background designs includes a string of repetitive numbers 73774. This is a numerical expression from a telephone keypad of the word "Pepsi."<br />In late 2008, Pepsi overhauled their entire brand, simultaneously introducing a new logo and a minimalist label design. The redesign was comparable to Coca-Cola's earlier simplification of their can and bottle designs. Also in 4th quarter of 2008 Pepsi teamed up with Google/YouTube to produce the first daily entertainment show on YouTube, Pop tub. This daily show deals with pop culture, internet viral videos, and celebrity gossip. Pop tub is refreshed daily from Pepsi.<br />Since 2007, Pepsi, Lay's, and Gatorade have had a "Bring Home the Cup," contest for Canada's biggest hockey fans. Hockey fans were asked to submit content (videos, pictures or essays) for a chance at winning a party in their hometown with the Stanley Cup and Mark Messier.<br />In 2009, "Bring Home the Cup," changed to "Team Up and Bring Home the Cup." The new installment of the campaign asks for team involvement and an advocate to submit content on behalf of their team for the chance to have the Stanley Cup delivered to the team's hometown by Mark Messier.<br />Pepsi has official sponsorship deals with three of the four major North American professional sports leagues: the National Football League, National Hockey League and Major League Baseball. Pepsi also sponsors Major League Soccer.<br />Pepsi also has sponsorship deals in international cricket teams. The Pakistan cricket team are just one of the teams that the brand sponsors. The team wears the Pepsi logo on the front of their test and ODI test match clothing.<br />On July 6, 2009, Pepsi announced it would make a $1 billion investment in Russia over three years, bringing the total Pepsi investment in the country to $4 billion.[<br />In July 2009, Pepsi started marketing itself as Pepsi in Argentina in response to its name being mispronounced by 25% of the population and as a way to connect more with all of the population.<br />Bypass attack<br />The most indirect assault a strategy is bypassing the enemy all together and attacking easer markets to broaden firm’s resource base. This strategy offers three lines of approach: diversifying in to unrelated produces, diversifying into new geographical market, and live forging in to new technology to supplant existing products. In the past decade, PepsiCo has used a bypass strategyagainst coke by (1) the aggressiverolling out the Aquafina bottled water nationally in 1997 before coke lunched Dasani brand: (2) purchasing orange juice giant TROPICANA for$3.3 billion in 1998, which owned almost twice the market share to Coco-Cola’s Minute-Maid: & (3) purchasing the Quaker Oates company, owner of market leader GATORAD SPORTS DRINK, for $ 14 billion in 2000.<br />Building customer value, satisfaction, and loyalty <br />Today PepsiCo is the more successful brand in the world, the reason behind it is that PepsiCo always believe in building customer value. Pepsi know that “customer is the king” and shall continue to be so. Creating loyal customers is the heart of PepsiCo’s business. As marketing experts Don Peppers and Martha Rogers say; “the only your company will ever create is the value that comes from customers-the once you have now and the once you will have in the future. Businesses succeed by gating, keeping, and growing customer. Customers are the only reason you build factories, hair employs, schedule, meeting, lay fiver-optic lines, or engage in any business activities. Without customers you don’t have a business.<br />To many companies think that it is the marketing or sales department’s job to acquire and manage customer, but, infect, marketing only one facture in attracting and keeping customers. The best marketing in world can not sales the products that are poorly made are fail to meet a need. The marketing can be effective only in companies whose employs have implemented a competitively superior customer value delivery system<br />Survey example<br />ShriBanarshikeshriyaLassi, VARIETY CHOWKBHAGALPURtold that, the seven up (the product of Pepsi) is sales itself not by me, but aquafina water has been sold because most people commonly know about Bisleri water not Aquafina. This is the effect of customer value and loyalty.<br />Believe that customers estimate which offer will deliver the most value. Customers are value-maximizers, within the bounds of search costs and limited knowledge, mobility, and income.They from an expectation of value and act on it.<br />Customer value & satisfaction<br />Customer perceived value<br /><ul><li>Total customer value
  27. 27. Total customer cost</li></ul>Customer perceived valueTotal customer benefitTotal customer costProduct benefit Monetary costTime costService benefitPsychological costEnergy costImage benefitPersonal benefit<br />Customer perceived value is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering & the perceived alternatives.<br /><ul><li>Total customer benefit is the perceived monetary value of the bundle of economic functional, and psychological benefits. Customer expect from a given market offering because of a products, services, personnel & image involved.
  28. 28. Total customer cost’s is the perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and psychological costs. </li></ul>CPV is the based on the difference between what the customer gets & what he or she gives for different possible choice. The customers gets benefit & assume cost. The marketer increase the value of the customer offering by some combination by rising economic, functional, or emotional benefits and or reducing one or more of the various types of costs.<br />Survey work on <br /> APPLYING VALUE CONCEPTS:-<br />PRODUCTPER CARTOON FLAVORSMARKET POSITION PRICE OFFER<br />PEPSI9 BOTTELCARBONETEDGOOD459/CLD2 BTL 600 ML / CLDCOKE9 BOTTELCARBONETEDGOOD452/CLDNO OFFER<br />(July 2009)<br />Qu. If a customer wants to buy a cartoon from above, which will he buy?<br />Ans.Pepsi. Here the total customer cost isdefining total customer benefits. Pepsi is giving offer of 2 bottles of 600 ml. total customer cost is playing important role for attracting the customer to purchase Pepsi because other benefits are same.<br />Total Customer Satisfaction <br />Whether the buyer is satisfied after purchase depends on the offers, performance in relationship to the buyers interprets any deviations between the two. In general, satisfaction is a person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance (outcome) to their expectations. If the performance falls short of expectations, the customeris dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. <br /> How do buyers form their expectations? Expectations result from past buying experience; friends and associates ‘advice’ and marketers’ and competitors information and promises.<br />Monitoring Satisfaction<br />PepsiCo is systematically measuring how will it treat their customers identifying the factors shaping satisfaction and making changes in their operation & marketing as a result.<br />PepsiCo has always wise to measurecustomer satisfaction regularly because it know that one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys more as the company introduces new products and upgrades existing products.<br />Measurement Techniques<br />A number of methods exist to measure customers satisfaction periodic surveyscan track customer satisfaction directly and also ask additional questions to measure repurchase intention and the respondent’s likelihood or willingness to recommend the company and brand to others. Pepsi also use the periodic survey. <br />Our summer project is part of it.<br />Web-based guest surveys- Now a days it become very popular during the recent year, company conduct more than 55 of these surveys and netted 1,00,000 individual responses that described guest satisfaction on topics including rides, dining, shopping, games, and shows<br />Besides conducting periodic surveys companies can monitor theircustomer’s loss rate and conduct customers who have stopped buying or who have switched to another supplier to find out why? Finally companies can hire mystery shoppers to pose as potential buyers and report on strong and weak points experienced in buying the company’s and competitors products.<br /> In addition to tracking customer value expectations and satisfaction for their own firms companies need to monitor their competitor’s performance in these areas one company was placed to find that 80% of its customer said they were satisfied. Then the CEO found out that its leading competitor had a 90% customer satisfaction score. He was further dismayed when he learned that this competitor was aiming for a 95% satisfaction score .<br />Influence of customer satisfaction <br /> For customer-centered company i.e. PepsiCo customer satisfaction is both a goal and a marketing tool. Pepsi need to be specially concerned today with their customer satisfaction level because the Internet provides a tool for customer to quickly spread bad word of mouth- as well as good word of mouth-to the rest of the world.<br />Customer Complaints<br />Some companies think they are getting a sense of customer satisfaction by tallying complaints, but studies of customer dissatisfaction action show that customers are dissatisfied with their purchases above 25% of the time but that only above the 5% complain. The other 95% either feel complaining is not worth the effort, or they do not know how or to whom to complain, and they just stop buying.<br />Tips for recover customer goodwill<br /><ul><li>Set of a 7*24*365 days toll-free “HOT-LINE” (By phone,fax,e-mail) to receive and act on customer complaints
  29. 29. We would love to hear from you. Call the PepsiCo customer service manager at 1800224020
  30. 30. Contract the complaining customer as quickly as possible. The slower the company is to respond, the more dissatisfaction may grow and lead to negative word of mouth.
  31. 31. Accept responsibility for the customer’s disappointment; don’t blame the customer.
  32. 32. Use customer-service people who are empathic.
  33. 33. Resolve the complaint swiftly and to the customer’s satisfaction.
  34. 34. Some complaining customers are not looking for compensation so much as a sign that the company cares.
  35. 35. Always improve your product and service quality.</li></ul>Maximizing customer life-time value (CLV)<br />Ultimately, marketing is the art of attracting and keeping profitable customers yet forever company loses money on some of its customers well-known 20-80 valuesays that the top 20% of the customers often generates 80% or more of the company’s profits. In some cases the profit distribution may be more extreme-the most profitable 20% of customers (on a per capita basis) may contribute as much as150-300% of profitability. The least profitable 10-20% of customers, on the other hand can actually reduce profits between 50% & 200% per account with the middle 60-70% breaking even.<br />Customer relationship management(CRM)<br />CRM is the process of carefully managing detailed information about individual customers and all customer “touch points” to maximize customer loyalty. <br />A customer touch point is any occasion on which a customer encounters the brand and product-from actual experience to personal or mass communication to casual observation. <br /> The best example of CRM in Pepsi is contractframingwith Punjab farmers. One of the most successful Example of contract farming is Pepsi food ltd. When Pepsi entered in 1989, it established a state-of-the art tomato processing plant in Punjab to produce Pester and Purees as part of its food business. To source quality raw tomatoes, the company entered in to contracts with farmersto ensure the supply of the right product at the right time in the required quality for its processing plant. Based on the success of contract farming for its processing plant. Based on the success of contract farming for tomato, Pepsi successfully implemented the same for potato, chilies and groundnut.<br /> Thus Pepsi is doing business with C.R.M. (Customer Relationship Management)+C.S.R.(Corporate Social Responsibility) quality. <br />The Quarterly Quality Report<br /> An ASQ Analysis of Quality & Customer Satisfaction With<br /> Manufacturing Non-Durable Goods<br /> Commentary by Jack West, American Society for Quality<br /> November 14, 2006<br />Pepsi Uncaps a Lead While Coke Fizzles<br />PepsiCo’s leadership in perceived quality may be attributable in part to its stronger<br />market presence in diet sodas and waters, which may have a perceived quality edge<br />due to consumer perceptions that they are healthier than carbonated sodas. Pepsi has<br />been quicker to tap into American consumers’ growing concerns with obesity and switch to lower-cal beverages. Their flagging appetite for sodas cuts into demand for Coke’s product lines. PepsiCo derives 23 percent of its worldwide profit from carbonated beverages compared to about 85 percent at Coca-Cola.<br />Pepsi’s new CEO says she intends to stick to the health and wellness approach of her<br />Predecessor, an approach that emphasizes diet soft drinks and various forms of bottled<br />Waters. Bottled water, the fastest-growing segment of the beverage business, has<br />Become a $10 billion market worldwide; growth is especially strong in the United States.Although Coca-Cola dominates the soft-drink world with a global market share of 36 Percent (PepsiCo is a close second at 35 percent, followed by Cadbury Schweppes at17 percent), PepsiCo is number 1 in the noncarbonated soft drinks category.<br />Customer Satisfaction Survey &Analysis<br />Survey area - Bhagalpur & surrounding<br />Introduction<br />Customer satisfaction measurement is systematic process for collecting customer data (e.g. survey, audits etc.) analyzing these data to make it in to actionable information, driving results through out an organization and implementing satisfaction improvement plan. Thus, Customer Satisfaction Measurement (CSM) is a management information system that continuously captures the voice of the through the assessment of performance from the customer’s point of view.<br /> For making the measurement of customer satisfaction we have tried to use following methods.<br />Such measurement could me made by using any of the following methods:<br /><ul><li>Surveys
  36. 36. Formal and informal feed back from customers
  37. 37. Use of customer account data
  38. 38. Complaints</li></ul>However, survey is the most common method.<br />CSM will enable us to<br />Understand how customers perceive your organization and whether your performance meets their expectation.<br />Identify PFI’s (priorities for improvement) areas where improvement in performance will produce the greatest gain in customer satisfaction<br />Set goals for service improvement and monitor progress against a customer satisfaction index<br />Benchmark your performance against other organization<br />Increase profits through improved customer loyalty and goodwill <br />We tride to measure and monitor feedback of customer satisfaction & dissatisfaction which enable us to know about PepsiCo’s strong points and as well as week points. It has address conformance to requirements, meeting, needs, and expectations of customers, as well as price and delivery of product.<br /> We used the following steps for survey-<br />Obtain Top Management Determine Survey Objectives Exploratory ResearchData collection Design of Questionnaire Actual Survey Data Refining and AnalysisRecommendation and Implementation Plan Fig. Survey methodology <br /><ul><li>Obtain top management</li></ul>Wehaddone our survey work under the guidance of <br />Mr. ArunKumar pandey(T.D.M.),MR. Kamleshyadav (C.E.),&<br />Mr. Santosh Kumar,(C.E.) PepsiCo Bhagalpur. Thesetop management guided us and asked for identified the problems. it is essential that the survey project have to management buy-in. top management should agree with the purpose of the research and understand what actions will result from the survey. One way of <br />Ensuring management buy-in is to involve management in the design and construction of the survey.<br />Determine survey objective<br />Firstly we hadedetermined our objective. Our main survey was:<br /><ul><li>Market position Pepsi product in Bhagalpur
  39. 39. Customer expectation
  40. 40. Problem of customer regarding to getting product
  41. 41. Purity of vesicooler.
  42. 42. Product display
  43. 43. To find out the market strategy used by our competitors
  44. 44. Relationship between PepsiCo persons with shopkeeper(customer)
  45. 45. Claim of customers</li></ul>Exploratory Research <br />We have done intensive research of the soft drink market in Bhagalpur. Our research is based on the customers demand and availability of product in the market. We have also used the data provided by Deepak traders and our Customer Executive Mr. Kamleshyadav. <br />Data Collection <br /> We collected the data from our distributer. we also collected the data provided by shopkeepers. Shopkeepers provide us there total per day sales as well as seasonal sales. We have also tried to collect data on our survey topic fromvarious sources without the approval of the top management <br />Design of Questionnaire<br /> Our basic principles and purpose of asking question was:<br /><ul><li>Will the respondent have the information / knowledge to answer it?
  46. 46. Will the respondent understand the question?
  47. 47. Is the respondent likely to give a true answer?
  48. 48. Will the question bias the response?</li></ul>We have always keeping in the mind, the value and norms of our organization to customers <br />Type of questions<br /> We asked to customer mainly following types of question:<br />Closed question <br />For the statistical analysis, we asked closed question. The main purpose of asking closed question was to linked it with rating scale to qualify the strength of the response.<br />Open question <br />We asked questions when we doesn’t want to leave the respondent in any way we used to asked these questions at the exploratory stage rather than at the survey stage <br />Purpose of questions<br />Whether the questions are open or closed, they can be used for different purposes, usually to find out about respondents’ behavior, to understand their attitudes, or to gather details about them for classification purposes.<br />Behavioral questions<br />Behavioral questions are about what the respondent does or has done in the past. They are both factual and tangible which usually make them easier to answer so they tend to be placed at the beginning of questionnaires. <br />Attitudinal questions<br />Although behavioral questions can ask the respondent to dig deeply into his or her memory, attitudinal questions usually require more thought and more decision making and should therefore follow rater than precede behavioral questions. This gives the respondent some time to think about the issues involved. It also provides an opportunity to us to build rapport – very useful later when we want the respondent to make the effort to give proper consideration to any difficult attitudinal questions. <br />Customer satisfaction measurement is primarily concerned with attitudinal questions. Attitudes towards the product and services and selecting the supplier, attitudes about the performance of the product and supplier and, most difficult of all, attitudes about the image of the supplier, will all come within this category<br />Data Refining and Analysis<br />Data collected through the questionnaires are first checked for incompleteness, inconsistencies, and inaccuracies.<br />Structuring the questionnaire according to business processes, makes it possible to structure the data analysis in a managerially meaningful way. The analysis determines links between the following components: <br />Dimension (Sub process)<br /> Process <br /><ul><li> Overall satisfaction
  49. 49. Fig. hierarchy of dimensions</li></ul>Customers’ satisfaction level with the dimensions (subprocesses) of a process affects their satisfaction level with that process. Likewise, customers’ satisfaction level with the various processes influences their satisfaction level with the firm overall. <br />Using the statistical models for predicting satisfaction, it is then possible to estimate the relative importance of the various processes in predicting satisfaction with the firm, and the relative importance of the dimensions in predicting process satisfaction. These importance weights can then be related to performance, as measured by the percent satisfied. Charting the importance and performance information can help provide preliminary ideas about where resources should be allocated.<br />Recommendation and implementation plan<br />Basedon analysis of data regarding sub-processes dimensions./factors),processes, and overall, one can formulate important recommendations which could be considered for implementation. For example, one could work out process wise satisfaction levels. Take the case of metering process in a distribution company, say, which has been found to have a low score in satisfaction, the concerned department may look for possible causes and then draw up an implementation plan.<br />Conclusion<br />Monitoring of Customer Satisfaction is now very important for a distribution company, as it will lead to better customer experience and thereby goodwill. A quality survey is required to be undertaken periodically.<br />Product available in Bhagalpur and its price <br />Pepsi, Mountain Dew, Merinda, 7up, <br /> Product quantity price <br /> 24*200 ml RGB 168/caret<br /> 24*300 ml RGB 214/caret<br /> 24*600 ml 454/cartoon<br /> 09*2000 ml 459/cartoon<br />24*my can 330/cartoon<br />Slice<br />24*250 ml RGB214/ caret<br />24*500 ml 500/ cartoon<br />Aqiafina<br />12*1000ml 120/cartoon<br />Lehar soda <br />24*500 ml 260/cartoon<br />Tropicana<br />Scheme given by Pepsi Company in the month of July&august to Outlets<br />1.2 bottle 200ml free on 300ml/ Pepsi, Dew, 7up Mirinda2. 2 bottle 600ml free on 2000ml/ Pepsi, Dew, 7up Mirinda3.2 bottle 500ml free on 500ml Lehar soda <br />COMPARISION BETWEENPEPSIPRODUCTS &COKE PRODUCTS <br />Pepsi---------------- Coca-cola,Thumps up <br />Nimbooz,Mirinda----------- Limca<br />Aquafina----------- Kinley<br />Mountain Dew, 7Up-----------Sprite<br />Slice------------------------- Maaza<br />Mirinda Orange----------- Fanta <br />Area for distribution of Pepsi products <br />Buranath<br />Manic sharkarchowk<br />Adampurchowk<br />M.G. road<br />Patalbabu road<br />Station chowk<br />Variety chowk<br />Khalifabadchowk<br />R.P road<br />M.P.dewdi road <br />Tatarpur<br />Noorpur<br />Tilkamanjhi<br />Zero mile <br />Sabor<br />Barai<br />Khanjarpur<br />University road<br />Nathnagar<br />Champanagar<br />Sahib ganj<br />Kabirpur<br />Laheritolla<br />Chuniharitolla<br />Market share of Pepsi/Coke in different area of Bhagalpur<br />Name of outletAddressOutlet owner NamePhone no.PepsiStockCoke stockPepsi Empty GlassCoke Empty GlassVisicoolerPepsi / CokeGopal storeBuranathGopal ray --2litre-3600ml-6200ml-5300ml-5Aquafina-22litre-1600ml-3200ml-4300ml-36 Tray3 TrayPepsi freezeDubeygi store Manic shankerchowkR.K. dubey_2litre-2600ml-3300ml-92000ml-6 Aquafina-22litre-8600ml-0300mkl-26 Tray4TrayPepsi freezeSubhamkirana storeBhuranath roadSunil sah--2litre-1600ml-3300ml-3200ml-42litre-3600ml-2300ml-3Kinley-04 Tray3 TrayOwn freezeFamily storeBhuranath roadSurajkumar_2litre-6600ml-3200ml-4300ml-72litre-4600ml-3200ml-4300ml-33 Tray2 TrayOwn freezeAnnpurna store ManishankerchowkSumityadav---2litre-3600ml-3200ml-5300ml-32litre-2600ml-2200ml-4300ml-353Pepsi freezeJay guruVariety chowkManish--2litre-1600ml-2300ml-2200ml-32litre-4600ml-6300ml-7200ml-103 Tray5TrayCoke freezePintujalpanshopSudha lone bazarPappusah_No2litre-6600ml-6300ml-18200ml-31250ml-445Coke freezeSanjay panAdam purchowkSanjay kumar93049313862litre-9600ml-9300ml-5200ml-7 aquafina-102litre-1600ml-2300ml-2200ml-35Tray5trayPepsi &CokefreezeMahendramistanAdam purchowkMahendra pd._2litre-3600ml-3200ml-5300ml-32litre-5bottle600ml-3200ml—4300ml-25 tray11 TrayPepsivisicoolerCoke visicoolerBut emptySandesh hotelM.G.road--2litre-6600ml-6300ml-8 200ml-9Aquafina-62litre-4600ml-3300ml-8200ml-10Kinley-410tray9 TrayPepsivisicoolerCoke visicoolerRinku storePatalbabuchowkRam babu_2liter-1600-2300ml-2200ml-22liter-1600-1300ml-3 200ml-234PepsivisicoolerLassi cornerPatalbabuchowkAmar --2liter-1600-2300ml-1200ml-32liter-1600-3300ml-2200ml-568Pepsi visicoolerSeasonal cornerPatalbabuchowkAmankumar_2liter-1600-1300ml-3 200ml-2Aquafina-12liter-1600-3300ml-3 200ml-525Pepsi visicoolerBanaras lassibhandarVariety chowk--_2liter-1600-2300ml-1200ml-32liter-1600-1300ml-3 200ml-457PepsivisicoolerCoke visicoolerParul storeVariety chowkShyam Kumar_600ml-3300ml-5Aqafina-22l-4600-2300ml-626Pepsi visicoolerNew AmritjalpanR.P.RoadAMRIT2000ML-8600ml-14300ml-3AQUAFINA-52liter-1600-2300ml-1200ml-3 Kinley-6 50PepsivisicoolerCoke visicoolerMilan storeTatarpurUmesh Kumar300ml-1600ml-10200ml-2_40PepsivisicoolerGauhar storeTatarpurMr. Gahour2liter-1600-2300ml-1200ml-32liter-1600-1300ml-1200ml-2 Kinley-0 60PepsivisicoolerM/S Book centertatarpurAnwar200ml-1600ml-1300ml-2-20PepsivisicoolerSABENA STOREB.N.COLLEGE,KABERPURFarden khan-2liter-1600-2300ml-1200ml-360Pepsi freeze<br />OTHER STORES-<br />Store Name Area %of Pepsi/Coke Freeze <br />Prakash book center Sabhor55/45Pepsi<br />Sambhu pan bhandar,,48/52Pepsi<br />Neha dial ,,28/72 Coke<br />Arvindtea stallBarai58/42 Pepsi <br />Amit general store ,,46/54 Own <br />Prakash general stores ,, 60/40 Pepsi <br />Pooja tea stale Tlkamandir50/50 Coke<br />Sweet India ,,42/58 Pepsi & Coke<br />Basantbahartilkamandir 44/56 Pepsi<br />Mukesh sweet ,,52/48 Pepsi & Coke<br />Kalpana dial ,, 70/30 Pepsi<br />Aman tea stall ,, 40/60 Own <br />Rajesh tea stall ,, 100/00 Pepsi <br />Pappumistanbhandarkhanjarpur 45/55 Pepsi & Coke<br />Abhishek sweet kabirpur 80/20 Own<br />Shivam S.T.D. P.C.O.Noorpur 50/50 Own<br />Basantmithai shop Nathnagar 52/48 Coke<br />Dilip electronic ,, 70/30 Own<br />Rohan dial Nathnagar 30/70 Coke<br />Ejaj khan Sahebganj 100/00 Pepsi<br />Arun stores Sahib ganj 52/48 Own<br />Rkkirana,,75/25 Own<br />Mandaljeenear university 45/55 Own<br />Prince store Tatarpur 25/75 Own<br />Anju store khalifabag 60/40 Pepsi<br />Nanha-munna readymade ,, 50/50 Pepsi<br />Baba tea stallR.P.road 55/45 Pepsi<br />Shree stationary ,, 55/45 Pepsi<br />AmaritjalpanSaria 42/58 Pepsi & Coke <br />MARKET SHARE OF PEPSI /COKE IN QUANTITY WISE IN BHAGALPUR<br />% Market Share0%20%40%60%80%CokePepsiCoke45%63%47%51%Pepsi55%37%53%49%200ml300ml600ml2000ml``<br />COKE53%PPSI47%COKEPEPSI<br />COMPETITIVE MARKET SHARE<br />Cola<br />Pepsi=45%<br />Coke=35%<br />Thumsup=20%<br />65087524130Orange<br />MIRINDA=75%<br />718820477520FANTA=25%<br />Clear <br />Lemon<br />7UP=50%<br />SPRIT=50%<br />661035635<br />Mango<br /> Slice=45%<br />553720374015Maaza=55%<br />Can<br />PEPSI=55%<br />COKE=45%<br />92329083185<br /> Water<br />Aquafina=80%<br />923290548640Kinley=20%<br />TECHNIQUE INVOLVED IN DEFINING PROBLEM<br />Observation the problem <br />Collect the Problem <br />Analying the Problem <br />Take Solution <br />Application the Problem <br /> Solving the Problem <br />OBSERVE THE PROBLEM<br />Under this investigate by own observation without interview is the respondent. This also adopted by me by observation data can be collect more correct. It is depend upon ability of investigator.<br />COLLECT THE PROBLEM<br />After collecting the data I considered that what is the problem for the company and when company wants to know his weakness.<br />ANALYSING THE PROBLEM<br />After collecting the problem I analysis the problem such as how many problems are general and how many are different from others and how many problem is considerable and solvable.<br />TAKE SOLUTION<br />After analysing the problem I sow that 90% problem was general and I found 20% problem personal and I was found 10% problem as Genuine which is considerable and soluble. General solution solve the journal problem remaining 10% problems solution we found and then after we implement the solution.<br />APPLICATION OF SOLUTION<br />After founding the solution we apply the solution and satisfy the customer & consumer.<br />Pepsi VSCoca-Cola<br />Pepsi ads often focused on celebrities, choosing Pepsi over Coke, supporting Pepsi's positioning as "The Choice of a New Generation." In 1975, Pepsi began showing people doing blind taste tests called Pepsi Challenge in which they preferred one product over the other, and then they began hiring more and more popular spokespersons to promote their products.<br />Coke dispenser flown aboard the Space Shuttle Endeavour in 1996<br />In the late 1990s, Pepsi launched its most successful long-term strategy of the Cola Wars, Pepsi Stuff. Consumers were invited to "Drink Pepsi, Get Stuff" and collect Pepsi Points on billions of packages and cups. They could redeem the points for free Pepsi lifestyle merchandise. After researching and testing the program for over two years to ensure that it resonated with consumers, Pepsi launched Pepsi Stuff, which was an instant success. Tens of millions of consumers participated. Pepsi outperformed Coke during the summer of the Atlanta Olympics - held in Coke's hometown - where Coke was a lead sponsor of the Games. Due to its success, the program was expanded to include Mountain Dew, and into Pepsi's international markets worldwide. The company continued to run the program for

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