Customer Service Analytics - Make Sense of All Your Data.pptx
itc limited word file.pdf...............
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A PROJECT REPORT ON :-
SUBMIT TO :-
NARANDAS JETHALAL SONECHA MANAGEMENT &TECHNICAL INSTITUTE
(AFFILIATED TO :-GUJARAT TECHNOLOGICAL UNIVERSITY)
IN PARTIAL FULLFILLMENT OF THE REQUIREMENT OF THE AWARD FOR THE
DEGREE OF MASTER’S IN BUSINESS ADMINISTRATION FROM THE AFFLUENT
UNIVERSITY (GUJARAT TECHNOLOGICAL UNIVERSITY) .
PREPARED BY:-
GUIDED BY:- PROF .PRADIP MEHTA (HOD/MBA)NJSMTI
SIMRAN KHILNANI 238170592050
MANAV MAHETA 238170592054
DEV ROGATHIYA 238170592073
MITALI TRIVEDI 238170592087
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Narandas Jethalal Sonecha Management & Technical Institute, Chanduvav, Veraval, affiliated
to Gujarat Technological University, Ahmedabad, hereby declare that this Module 5 report
prepared is our own work and efforts to the best of our knowledge has been carried out under the
guidance and supervision of Prof.Pradip Maheta (HOD-MBA) of Narandas Jethalal Sonecha
Management & Technical Institute, Chanduvav, Veraval This project report has not been
previously submitted to any university for any examination.
Signature Date: _________________
Place: Veraval __________________
DECALARATION
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PREFACE
A practical study project report is an integral part of the MBA programmes. The main objective
of project report is to enhance the skill of researcher and gain valuable knowledge of
management skill that will be useful in the future career building . A practical study project
report is one the highly effective means of the learning and acquiring knowledge. It generates a
concerted effort by students to acquire on depth knowledge on subject and present the same in
systematic manner.
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As the ocean is made of drops and each and every drop should be given importance. Same way
our project is not success of our only efforts but it is due to the help of our all well- wishers and
supporters. We feel glad by thanking our professors of Narandas Jethalal Sonecha Management
& Technical Institute who helped us at every phase of our project.Lastly We would like Thank
our friends who corporated with us at every stage for this project report.
. We have been given a module 5 report on ITC LTD ( IMPERIAL INDIAN TOBACCO
COMPANY).
The project has been written in very simple words, clarity has been given the top priority
throughout.
This project report reflect the knowledge and an experience gained by me during our project
research.
YOURS SINCERELY ;
SIMRAN KHILNANI
MANAV MAHETA
DEV ROGATHIYA
MITALI TRIVEDI
ACKNOWLEDGEMENT
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S.NO PARTICULARS
1 GENERAL INFORMATION
2 MANAGEMENT ACCOUNTING
3 ECONOMICS FOR MANAGERS
4 ORGANISATION BEHAIVOUR
5 BUSINESS ETHICS AND CG
6 MANAGEMENT INFORMATION SYSTEM
7 BUSINESS STATISICS
8 BIBLIOGRAPHY
MAIN INDEX
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ITC Limited is an Indian Multinational congolomerate founded by yogesh chandra deveshvar in
the year 1903 which is headquartered in kolkata. ITC has a diversified presence across industries
such as fmcg, hotels, software , packaging, paper business, specialty papers and agribusiness.
The company has 13 businesses in 5 segments. It exports its products in 90 countries. Its
products are available in 6 million retail outlets.
NAME OF THE COMPANY ITC LTD
FOUNDING YEAR 1910
TYPE OF COMPANY PUBLIC
LISTED IN STOCK EXCHANGE BSE ,NSE ,
ISIN INE154A01025
INDUSTRY CONGOLOMERATE
HEADQUARTER VIRGINIA HOUSE KOLKATA WEST
BENGAL
AREA SERVED INDIA AND GULF COUNTRIES
KEY PEOPLE SANJEEV PURI
PRODUCTS( BRANDS) AASHIRVAAD AATA
CLASSMATE BOOKS
FIAMA
DARK FANTASY
BINGO WAFERS
TOBACCO PRODUCTS
REVENUE (AS OF 2023) 78498.70 CRORE
OPERATING INCOME (AS OF 2023) 25.793.21 CRORE
NUMBER OF EMPLOYEES (AS OF 2023) 45100
TOTAL EQUITY (AS OF 2023) 68.538 CRORE
WEBSITE FOR REFERENCE www.itc.portal.com
INTRODUCTION (EVOLUTION AND HISTORY)
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Organizational behavior is a field of study that investigates the impact that individuals ,groups,
and structure have on behavior within organizations for the purpose of applying such knowledge
towards improving organizations effectiveness.
In order to become successful in business and become a market leader a company has to abide by
the vision, mission goals and values of its which is defined in the AOA &MOA of a company
VISION,MISSION &GOALS OF ITC
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MILTON ROKEACH VALUE SURVEY
The Rokeach value survey is a values classification instrument. Developed by social
psychologist Milton Rokeach ,the instrument is designed for rank order scaling of 36 values
,including 18 terminal values and 18 instrumental values.
TERMINAL VALUES INSTRUMENTAL VALUES
Wisdom Intellectual
Self respect Capable
A sense of accomplishment Honest
A world at peace Responsible
Equality Imaginative
A world of beauty Independent
Inner harmony Broad minded
Family security Logical
Social recognition Ambitious
Happiness Helpful
An exciting life Courageous
True friendship Self controlled
Mature Loving
National security Forgiving
Pleasure Polite
Salvation Clean
A world at peace Obedient
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The RVS has been studied in the context of personality psychology, behavior, marketing,social
structure and cross cultural studies. There have been a number of attempts to reduce the 18
instrumental values and 18 terminal values into a set of underlying factors, but without consistent
success. Attempts have included that by Feather and Peay in 1975 and by Charles Johnston in
1995.
Rokeach's RVS is based on a 1968 volume (Beliefs, Attitudes, and Values) which presented the
philosophical basis for the association of fundamental values . His value system was
instrumentalized into the Rokeach Value Survey in his 1973 book The Nature of Human Values.
Terminal Values
Terminal Values refer to desirable end-states of existence. These are the goals that a person
would like to achieve during his or her lifetime.
Instrumental Values
Instrumental Values refer to preferable modes of behavior different groups of people in
different cultures.
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WHAT IS MEANT BY FINANCIAL STATEMENTS ?
Financial statements are written records that convey the business activities and the financial
performance of an entity.
The balance sheet provides an overview of assets,liabilities,and shareholders equity as a snapshot
in time .
Types of financial statement are as follows:-
INCOME STATEMENT PROFIT & LOSS A/C
BALANCE SHEET ASSETS & LIABILITIES
CASH FLOW STATEMENT CASH AT BANK & EQUIVALENTS
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SUMMARY OF ACCOUNTING EXTIMATES & POLICIES FOLLOWED AT ITC
Accounting Policies of ITC Ltd. Company cycle and other criteria set out in the Schedule III to
the Companies Act, 2013 and Ind AS 1 - Presentation of Financial Statements based on the
nature of products and the time between the acquisition of assets for processing and their
realization in cash and cash equivalents. Property, Plant and Equipment - Tangible Assets
Property, plant and equipment are stated at cost of acquisition or construction less accumulated
depreciation and impairment, if any. For this purpose, cost includes deemed cost which
represents the carrying value of property, plant and equipment recognized as at 1st April, 2015
measured as per the previous Generally Accepted Accounting Principles (GAAP). Cost is
inclusive of inward freight, duties and taxes and incidental expenses related to acquisition. In
respect of major projects involving construction, related pre-operational expenses form part of
the value of assets capitalized. Expenses capitalized also include applicable borrowing costs for
qualifying assets, if any. All upgradation / enhancements are charged off as revenue expenditure
unless they bring similar significant additional benefits. An item of property, plant and
equipment is derecognized upon disposal or when no future economic benefits are expected to
arise from the continued use of asset. Any gain or loss arising on the disposal or retirement of an
item of property, plant and equipment is determined as the difference between the sales proceeds
and the carrying amount of the asset and is recognized in Statement of Profit and Loss.
Depreciation of these assets commences when the assets are ready for their intended use which is
generally on commissioning. Items of property, plant and equipment are depreciated in a manner
that amortizes the cost (or other amount substituted for cost) of the assets after commissioning,
less its residual value, over their useful lives as specified in Schedule II of the Companies Act,
2013 on a straight line basis. Land is not depreciated. The estimated useful lives of property,
plant and equipment .
Statement of Compliance .- These financial statements have been prepared in accordance with
Indian Accounting Standards (Ind AS) notified under Section 133 of the Companies Act, 2013.
The financial statements have also been prepared in accordance with the relevant presentation
requirements of the Companies Act, 2013. The Company adopted Ind AS from 1st April, 2016.
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ECONOMICS FOR MANAGERS
Managerial Economics is a branch of economics involving the application of economic methods
in the organizational decision making process.Economics is the study of the production
,distribution,&consumption of goods and services .
What is market in economics ?
A market is a place where numerous buyers and sellers interact inorder to meet for a particular
transaction.
There are basically 4 types of market
Perfect competition Same number of buyers and sellers
Monopoly One seller and many buyers
Monopolistic competition Many buyers and many sellers
Oligopoly Few sellers and many buyers
So here we going to explain monopolistic competition? &how monopolistic compo follows ITC
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1.MARKET DIFFERENTIATION
Marketing differentiation is crafting unique products and services to
attract and retain customers. Companies that use marketing differentiation can differentiate
between their offerings and competitors in several ways, including price, quality, service,
innovation, and accessibility.
With its diverse range of goods and services, ITC caters to consumers from the 5-60 age group
with its products ranging from Candyman, Mint-o to Aashirvaad, etc. ITC meets the needs of
different companies in the B2B market, as well as ITC Infotech in the IT sector and ITC Hotels
in the hospitality sector.
2.Marketing strategies ( distribution network ) :-
A marketing strategy is a business's game plan for reaching prospective consumers and turning
them into customers of their products or services. Marketing strategies should revolve around a
company's value proposition.
There are basically four sorts of marketing strategies :-
1. Product
2. Price
FEATURES OF MONOPOLISTIC COMPETITION
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3. Place & promotion
ITC’S distribution network is very strong as it has highest income from its tobacco business.
Today itc’s bingo and sunfeast are available at nearly at 1.8 million retail outlets whereas parle is
available at only 1.5 million outlets.
3.Diversification of products
Product diversification is a strategy employed by a company to
increase profitability and achieve higher sales volume from new products. Diversification can
occur at the business level or at the corporate level.
Diversification can be used as a defense. By diversifying products or services, a company can
protect itself from competing companies. In the case of a cash cow in a slow-growing market,
diversification allows the company to make use of surplus cash flows.
Itc’s advertising on various products:-
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4.Cost control strategy:-
Cost control is the practice of identifying and reducing business expenses to
increase profits, and it starts with the budgeting process. Cost control is an important factor in
maintaining and growing profitability.
ITC realize that they have to offer products at a price which is either equal to or less than what
the competitors are offering.
ITC printing and packaging business provides high quality ,cost effective and innovative
packaging.
Price of sun feast diet biscuits =25/- 75gms Britannia diet biscuits =35/- 75gms
Thus the above discussed is the matter regarding monopolistic competition along with
advertisement embodied in it.
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What is corporate social responsibility?
Corporate social responsibility (CSR) is a self regulating business model that helps a
company be socially accountable to itself, its stakeholders, and the public. By practicing
corporate social responsibility, also called corporate citizenship, companies can be conscious of
the kind of impact they are having on all aspects of society, including economic, social, and
environmental.
Engaging in CSR means that, in the ordinary course of business, a company is operating in
ways that enhance society and environment instead of contributing negatively to them.
Some various CSR Activites being carried out by ITC LTD:-
Eradication of hunger &poverty Creation of sustainable livelihoods for the
poor
Promotion of education Promotion of education
Promotion of gender equality &empowering
women
Promotion of women based micro enterprises
Reducing child morality &improving
maternal health
Basic hygiene & sanitation improvement
initiatives
Combating diseases Health centres and camps
Ensuring environmental sustainability Solid waste management
Employment enhancing vocational skills Vocational skills & development
Social business initiatives Promotion of art &culture
ITC’S CORPORATE SOCIAL RESPONSIBILITY
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A glimpse on the ITC’S CSR activities :-
ITC is one of India’s foremost private sector companies with a market
capitalization of over US$30 Billion and a turnover of US$6 billion.
ITC has a diversified presence in cigarettes ,hotels, paperboards & fmcg
sector.
E- choupal
Integrated agriculture planning
Women empowerment
Primary education
1. E -Choupal:-
The programme involves the installation of computers with internet
access in rural areas of india to offer farmers up to date marketing and agricultural
information.
4 million farmers are empowered by 6500 e-choupals installed
2.Integrated agricultural planning
ITC provides facilities to farmers to form agri business society ,pool
knowledge and rescores improve productivity and quality and reach beyond to local markets
to sell at better rates .
1,14,428 hectares greened ,generating 51.48 million person’s employment .
3.Women Empowerment
ITC has organized village women into micro credit groups. Group members make a
monthly contributions to create a savings amount.
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Venture funds are provided by ITC have Already made hundreds of women entrepreneurs .their
earnings ranging from RS.70 to RS 150 per day ,not only supplement household incomes but
also significantly enhance their self esteem.
4. Primary education
A total of 674 supplementary learning centers up from 71 in 2004/05 were provided extra
coaching .
1696 children from poor families received school uniforms.
8969 textbooks exercise books were provided.
A network of 52 rural libraries and resource centers enriched the process of learning for
these children.
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Managerial communication
In order for any company to become a world leader their communication channels
should be very strong ,and nevertheless ITC being such a top notch company .their must
be a very strong communication channel.
What is managerial communication ?
Managerial communication is important because it allows an organization to achieve
success.management communication must be accurate ,directed , timely , and contextual
for it to be effective .
A flow of communication channel at ITC
Sender
(encoder)
Message Medium Decoder
(receiver )
Response Feedback
Types of managerial communication and what sort of communication does ITC follows?
1. Downward flow of communication
2. Upward flow of communication
3. Lateral flow of communication
4. Vertical/diagonal flow of communication
5. External flow of communication
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As per the guidelines of our beloved founder Mr. Y.C Deveshvar he always believed that
employees are an intregral part of an organization .
So all their desires and wants should be fulfilled so itc follows all the above 5 types pf
communication flows mentioned .
1.Downward flow of communication :-
Downward communication is a type of communication where important
messages flow from upper management down to lower-level employees. It is typically initiated
by C-level executives, such as the CEO, and then transmitted by managers to their team
members.
2.Upward flow of communication:-
Upward communication is the process by which lower-level company employees
can directly communicate with upper management to provide feedback, complaints or
suggestions regarding the day-to-day operations of the company .
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3.Horizontal flow of communication /lateral flow of communication :-
Horizontal communication (sometimes called 'lateral communication') is the communication
that occurs between people at the same level in an organization. When businesses are small, and
you're all sat in the same room, this communication is essentially the only form of
communication.
4. Vertical / diagonal flow of communication :-
Diagonal communication is a sort of hybrid between vertical and horizontal
communication. It's a direct dialogue between employees of differing ranks who are not
in the same chain of command.
5. External flow of communication :-
External communication is the transmission of information between two
organizations. It also occurs between a business and another person in the exterior to
the company. These persons can be clients, dealers, customers, government officials
or authorities etc.
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ITC LIMITED being a diversified conglomerate operates in various industries .lets analyze its
competitive environment using porter’s five forces model .
Itc’s porter five forces model
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Threats of new entrants
Threat of new entrants reflects how new market players impose threats to the existing market
players. If the industry will be profitable and barriers to enter the industry will be low, it will
attract more players and hence, the threat of new entrants. will be high.
Here are some factors that reduce the threat of new entrants for ITC Limited India First:
➢ Moderate. ITC has a strong presence in sectors like FMCG, agribusiness, and
hospitality, which may deter new entrants. However, in certain segments, new
players may find opportunities.
Threat of Substitute Products or services
The availability of substitute products or services makes the competitive environment
challenging for ITC Limited India First and other existing players. High substitute threat shows
that customers can use alternative products/services from other industries to meet their needs.
Various factors determine the intensity of this threat for ITC Limited India First
The Threat of Substitute Products or services increases when;
• . High. ITC faces substitutes in various industries. For example, in the tobacco business,
there's a growing trend towards healthier alternatives, and in FMCG, numerous brands
offer similar products.
Rivalry among existing firms
The Rivalry among existing firms shows the number of competitors that give tough competition
to the ITC Limited India First High rivalry shows ITC Limited India First can face strong
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pressure from the rival firms, which can limit each other’s growth potential. Profitability in such
industries is low as firms adopt aggressive targeting and pricing strategies against each other.
The Rivalry among existing firms will be low for ITC Limited India First if;
• There are only a limited number of players in the market
• The industry is growing at a fast rate
• There is a clear market leader
• The products are highly differentiated, and each market player targets different sub-
segments
• The economic/psychological switching costs for consumers are high.
• The exit barriers are low, which means firms can easily leave the industry without
incurring huge losses.
Bargaining Power of Suppliers
Bargaining power of suppliers in the Porter 5 force model reflects the pressure exerted by
suppliers on business organisations by adopting different tactics like reducing the product
availability, reducing the quality or increasing the prices. When suppliers have strong bargaining
power, it costs the buyers- (business organisations). Moreover, high supplier bargaining power
can increase the competition in the industry and lower the profit and growth potential for ITC
Limited India First Similarly, weak supplier power can make the industry more attractive due to
high profitability and growth potential.
Bargaining power of suppliers will be high for ITC Limited India First if:
• Suppliers have concentrated into a specific region, and their concentration is higher than
their buyers.
• This force is particularly strong when the cost to switch from one supplier to other is high
for buyers (for example, due to contractual relationships).
• When suppliers are few and demand for their offered product is high, it strengthens the
suppliers’ position against ITC Limited India First
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Bargaining Power of Buyers
Bargaining power of buyers indicates the pressure that customers exert on the business
organisations to get high quality products at affordable prices with excellent customer service.
This force directly influences the ITC Limited India First’s ability to accomplish the business
objectives. Strong bargaining power lowers profitability and makes the industry more
competitive. Whereas, when buyer power is weak, it makes the industry less competitive and
increase the profitability and growth opportunities for ITC Limited India First
There are some factors that increase the bargaining power of buyers:
• A more concentrated customer base increases their bargaining power against ITC Limited
India First
• Buyer power will also be high if there are few in number whereas a number of sellers
(business organisations) are too many.
• Low switching costs (economic and psychological) also increase the buyers’ bargaining
power.
• In case of corporate customers, their ability to do backward integration strengthen their
position in the market. Backward integration shows the buyers' ability to produce the
products themselves instead of purchasing them from ITC Limited India First
• Consumers’ price sensitivity, high market knowledge and purchasing standardised
products in large volumes also increase the buyers' bargaining power.
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Business statistics is the application of statistics to analyze business data. Companies use
business stats for forecasting, testing correlations, and describing data. A career in business
statistics can be a good choice for people with strong math skills.
A business graph or chart is a visual representation of data. They are used to help illustrate data
in a way that is easy to understand and remember.
What is the importance of graphs and charts in business?
Graphs and charts are important because they help an audience to quickly analyze data and see
relationships. They help to simplify data so that the audience can easily understand and
remember it.
There are 2 ways of statistical analysis they are as follows:-
1. Descriptive statistics
2. Inferential statistics ( modeling)
1.Descriptive statistics :- Descriptive statistics are brief informational coefficients that
summarize a given data set, which can be either a representation of the entire population or a
sample of a population.
Statistical analysis of itc ltd
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2.Inferential statistics:-
Inferential statistics is a branch of statistics that makes the use of various
analytical tools to draw inferences about the population data from sample data. Apart from
inferential statistics, descriptive statistics forms another branch of statistics. Inferential statistics
help to draw conclusions about the population while descriptive statistics summarizes the
features of the data set.
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So here presenting the above statistical modes and how it is applicable to ITC limited
So here we will take data for years and compare the data for various product segments .
Here we are going to take an instance from one of the hypothesis testing :by applying mean
mode and median.
Class length
sales for the
years
Amount of sales
for the years
In crs/-
(FREQUENCY)
(X) CLASS
LENGTH=
L.V+UV/2
*FX =
FREQUENCY*
CLASSLENGTH
CUMULATIVE
FREQUENCY
2013 -2014
(10-20)
20 15 300 20
2014-2015
(20-30)
30 25 750 50
2015-2016
(30-40)
40 35 1400 90
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The ITC Group of Companies has come a long way since its inception as a tobacco company in
the year 1910. Over the years, the company diversified into multiple industries. Presently the
ITC Group of Companies is one of the largest conglomerates in India. With their focus on
innovation, sustainability, and corporate social responsibility, the ITC Group is well-positioned
to continue their growth and expansion for the years to come.
The investment options and stocks mentioned here are not recommendations. Please go through
your own due diligence and conduct thorough research before investing. Investment in the
securities market is subject to market risks. Please read the Risk Disclosure documents carefully
before investing. Past performance of instruments/securities does not indicate their future
performance. Due to the price fluctuation risk and the market risk, there is no guarantee that your
personal investment objectives will be achieved.
CONCLUSION
