Goffman’s Dramaturgical Sociology Essay

The article by Brown elaborates on traditional symbolic interactionism. Goffman was mainly interested in social self in the society that constitutes of individual personality formation. His notion of self involves engaging in purposive forms of activities and impressions. According to Goffman’s dramaturgy, there are various schools of interactionist analysis. People try to manipulate themselves and the situations in which they interact. Goffman’s interests were more to the ritualized forms of social interaction. There are various wings of interactionism; we have the social psychological, social of construction and social ritual wing. The difference in these wings allows one to create bridges between elements of symbolic interactionism and other types of social theory (Brown, 290). The article states that in order to teach Goffman well, instructors should put emphasis on social rituals, symbols and sacred representations so as to produce emotional attachment that enhances solidarity in groups among students. Students will be encouraged to see the difference in strands of symbolic interactionism, conflict theory, classical and contemporary theory. This will result to students’ capabilities being increased and they will maintain themselves creative synthesis. Students should know that the facts of symbolic interactionist are just fictions. However, they carry conspicuous effects of social life. In macro-sociology, Goffman observes given situation as a reality that is on an equal footing with human preference (Brown, 294). This is unlike other traditional interactionists. Additionally, Goffman uses the concept of frames to show the incomparability of situations in everyday life. These frames include elements of symbolic meaning, social roles, norms and hierarchies of power that represents participants’ behaviors. Finally, Goffman puts into considerations disruptions, ambiguities, and reparations of social routine as part of everyday life. They are called breaking frames and they cause an embarrassment in life situations. Work cited Brown, David. Goffman’s Dramaturgical Sociology: Developing a Meaningful Theoretical Context and Exercise Involving ‘ Embarrassment and social organization’. American Sociological Association, 2003, pp. 288-299

Customer Satisfaction of Hero Motocorp

PART 1 TOPICS * INDUSTRY OF AUTOMOBILE * HISTORY OF BIKE ————————————————- THE AUTOMOBILE INDUSTRY THE AUTOMOBILE INDUSTRY INDUSTRY PROFILE INTRODUCTION Industry Profile The market of two wheelers is very wide and because of technology, new products (two- wheeler) with new features are introduced day by day. The level of competition is also very high in two wheeler market. So, because of this competition the companies have to invest much more in research area for survival and success. The invention of the first two-wheeler is a much-discussable issue. â€Å"WHO invented the first motorcycle? this seems like a simple question, but the answer is quite complicated. Two-wheelers originated from the â€Å"safety† bicycle that is the bicycles with front and rear wheels of the same size with a pedal crank mechanism to drive the rear wheel. Those bicycles, in turn origin fr om high-wheel bicycles. The high-wheelers origin from an early type of pushbike, without pedals, propelled by the rider's feet pushing against the ground. These appeared around 1800, used iron-banded wagon wheels, and were called â€Å"bone-crushers,† both for their jarring ride, and their tendency to toss their riders The First MotorcycleWe are going to begin by looking at the first bikes. They didn’t work very well and they were not very fast but moved with being drawn by a horse or being pedalled. When you look at a motorcycle today, have you ever thought what the old bikes were like? Were they easy to ride? How fast did they go? Were they comfortable? To answer all these questions, we have got to go quite a long way back say about 100 years. The world was very different in those days and there must have been a feeling of great excitement.There was a great interest in science and engineering and almost every week, some fantastic new invention appeared. First there w ere gaslights and then electricity and new cures for many kinds of illnesses were always being announced this was period when people started thinking about how to travel quickly and safely. Before cars and bikes, the quickest mode of travelling was steam trains. And if there was a near to where you wanted to go then the next best thing was a stagecoach or paddle streamer. No one, except the very rich, could get from their own house to where they were going very quickly.Then in 1885, a German called Gottlieb Daimler made a small engine, which ran on a kind of petrol. It wasn’t a very good engine but it just worked. Daimler fitted the engine to a cycle type frame, which exactly had one wheel at the front and two wheels at the rear. In the following year, another German, Wilhelm Maybach rode the Daimler bike for a few meters- something which everyone thought was very brave. At last, a way of moving people directly from one place to another had been invented. Not everybody though t that this was a good idea.In England there was a law, which said that no vehicle powered by an engine could go faster than 4mph which is about as fast a s you walk. Many of the people were afraid and urged that the bike should be banned. But in 1896 an act was passed that bikes can travel 12mph speed-, which is considered to be a fantastic speed. At the same time, a French engineer called De Dion made the first real good engine for motorcycle and soon everyone was having a try at making complete machine. And this was the turning point where bike started getting its actual look many ideas poured in and were given shapes also.The Cardiovascular SystemThe British Bikes: Today we won’t see many British bikes on the road but most of the older bikes were make in Great Britain, which had its name and fame. Now we see very few of British Bikes. What went wrong? In 1900, bikes were not very good. They were hard to start, they had poor brakes and did not have much power but everyone thought they were marvellous. For the first time, person could have his own individual way of getting about. He had personal transport, which he could use the moment he wanted to. Above all else, these first motorcyclists felt the sense of freedom, which a bike gave them.The motorcycle manufacturers felt the same excitement. New designs appeared almost every day. Some were excellent and others silly but each factory learnt from others and bikes got better and better in just a few years. Then the First World War came in 1914, and the whole world changed. Bikes made in this first period, from 1885 until the end of 1914 are called veterans and the riders who are reliving how the first motorcyclists rode are still using many today. When the war came, the bikes went with the army. The fastest way to carry an urgent message was to send through a good rider on a bike.Here again a bike had a turning point and during this period bikes got opportunity to claim its stake in the market. It was considered to be best mode of travelling from remote area to urban and from plains to rough terrain. Where a horse rider could not think of moving, their bikes were able to do so. Moreover, a horse rider and horse would take rest after certain interval of travelling, the bikes did not require since it was machine. The History of the automobile actually began about 4,000 years ago when the first wheel was used for transportation in India.Several Italians recorded designs for wind-driven vehicles. The first was Guido da Vigevano in 1335. It was a windmill-type drive to gears and thus to wheels. Vaturio designed a similar vehicle that was also never built. Later Leonardo da Vinci designed clockwork-driven tricycle with tiller steering and a differential mechanism between the rear wheels. In the early 15th century, the Portuguese arrived in China and the interaction of two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power.By the 1600s, small steam-powered engine models were developed, but it was another century before a full-sized engine-powered vehicle was created. A Catholic priest named Father Ferdinan Verbiest is credited to have built a steam-powered vehicle for the Chinese Emperor Chien Lung in about 1678. There is no information about the vehicle, only the event. Since James Watt didn’t invent the steam engine until 1705, we can guess that this was possibly a model vehicle powered by a mechanism like Hero’s steam engine-a-spinning wheel with jets on the periphery.Although by the mid-15th century the idea of a self-propelled vehicle had been put into practice with the development of experimental vehicles powered by means of springs, clockworks, and the wind, Nicolas-Joseph Cugnot of France is considered to have built the first true automobile in 1769. Designed by Cugnot and constructed by M. Brezin, it is also the first vehicle to move under its own power for which there is a record . Cugnot’s three-wheeled steam-powered vehicle carried four persons and was meant to move artillery pieces.It had a top speed of a little more than 3. 2 km/h (2 mph) and had to stop every 20 minutes to build up a fresh steam. Evans was the first American who obtained a patent for â€Å"a self-propelled carriage. † He, in fact, attempted to create a two-in-one combination of a steam wagon and a flat-bottomed boat, which didn’t receive any attention in those days. During the 1830’s, the steam vehicle had made great advances. But stiff competition from railway companies and crude legislations in Britain forced the poor steam vehicle gradually out of use on roads.Carl Benz and Gottlieb Daimler, both Germans, share the credit of changing the transport habits of the world, for their efforts laid the foundation of the great motor industry, as we know it today. First, Carl Benz invented the petrol engine in 1885 and a year later Daimler made a car driven by motor of his own design and the rest is history. Daimler’s engine proved to be a great success mainly because of its less weight that could deliver 1000rpm and needed only very small and light vehicles to carry them.France too had joined the motoring scenario by 1890 when two Frenchmen Panhard and Levassor began producing vehicles powered by Daimler engine, and Daimler himself, possessed by the automobile spirit, went on adding new features to his engine. He built the first V-Twin engine with a glowing platinum tube to explode the cylinder gas-the very earliest form of sparking plug. Charles Duryea built a motor carriage in America with petrol engine in 1892, followed by Elwood Haynes in 1894, thus paving the way for motorcars in that country.For many years after the introduction of automobiles, three kinds of power sources were in common use: steam engines, gasoline or petrol engines, and electric motors. In 1900, over 2,300 automobiles were registered in New York, Boston, Massac husetts, and Chicago. Of these, 1,170 were steam cars, 800 were electric cars, and only 400 were gasoline cars. In ten years from the invention of the petrol engine, the motorcar had evolved itself into amazing designs and shapes. By 1898, there were 50 automobile-manufacturing companies in the United States, a number that rose to 241 by 1908.In that year, Henry Ford revolutionized the manufacture of automobiles with his assembly-line style of production and brought out the Model T, a car that was inexpensive, versatile, and easy to maintain. Herbert Austin and William Morris, two different carmakers, introduced mass production methods of assembly in the UK, thus paving the way for a revolution in the automobile industry. Austin Seven was the world’s first practical four-seater ‘baby car’ which brought the pleasures of motoring to many thousands of people who could not buy a larger, more expensive car.Even the ‘bull-nose’ Morris with front mounted en gine became the well-loved model and one of the most popular cars in the 1920s. Automobile manufacturers in the 1930s and 1940s refined and improved on the principles of Ford and other pioneers. Cars were generally large, and many were still extremely expensive and luxurious; many of the most collectible cars date from this time. The increased affluence of the United States after World War II led to the development of large, petrol-consuming vehicles, while most companies in Europe made smaller, more fuel-efficient cars.Edward Butler, an Englishman, built the first motor tricycle in 1884. The first gasoline-engine motorcycle to appear publicly was built by Gottlieb Daimler, of Bad Cannstatt, Germany, in 1885. Gottlieb Daimler, who later teamed up with Karl Benz to form the Daimler-Benz Corporation is credited with building the first motorcycle in 1885, one wheel in the front and one in the back, although it had a smaller spring-loaded outrigger wheel on each side. It was constructed mostly of wood, the wheels were of the iron-banded wooden-spokes wagon-type, and it definitely had a â€Å"bone-crusher† chassis!This two-wheeler was powered by a single-cylinder Otto-cycle engine, and may have had a spray-type carburetor. One of this type of machine was demonstrated at fairs and circuses in the eastern US in 1867. The first practical engines and motorcycles were designed by the French and Belgians, followed by British, German, Italian, and American makers. The popularity of the vehicle increased, especially after 1910. During World War FIRST the motorcycle was used by all branches of the armed forces in Europe, principally for dispatching. After the war it enjoyed a sport craze until the Great Depression began in 1929.After World War II motorcycles are being used for high-speed touring and sport competitions. During the 1950s with the help of Western Europe and parts of the United States, the development of a new type of vehicle that is light weighted motor cycle is become possible, later on it is known as moped. The first moped Originating in Germany as a 50-cubic-centimetre machine with simple controls and low initial cost, it was largely free of licensing and insurance regulations except in Great Britain. The more sophisticated motor scooter originated in Italy after World War II, led by manufacture of a 125-cubic-centimetre model.Even with strong competition from West Germany, France, Austria, and Britain, the Italian scooters maintained the leading position in the diminishing market India is the second largest manufacturer and producer of two-wheelers in the world. It stands next only to Japan and China in terms of the number of two-wheelers produced and domestic sales respectively. This distinction was achieved due to variety of reasons like restrictive policy followed by the Government of India towards the passenger car industry, rising demand for personal transport, inefficiency in the public transportation system etc.The India n two-wheeler industry made a small beginning in the early 50s when Automobile Products of India started manufacturing scooters in the country. In 1948, Bajaj Auto began trading in imported Vespa scooters and three-wheelers. Finally, in 1960, it set up a shop to manufacture them in technical collaboration with Piaggio of Italy. The agreement expired in 1971. In the initial stages, the scooter segment was dominated by Automobile Products of India (API), it was later overtaken by Bajaj Auto.Although various government and private enterprises entered the fray for scooters, the only new player that has lasted till today is LML. Under the regulated regime, foreign companies were not allowed to operate in India. It was a complete seller market with the waiting period for getting a scooter from Bajaj Auto being as high as 12 years. Because of government regulation, foreign companies were not allowed to operate in Indian market. It was a complete seller market with the waiting period for ge tting a scooter from Bajaj Auto being as high as 12 years.The first Japanese motorcycles were introduced in the early eighties. TVS Suzuki and HERO MOTOCORP brought in the first two-stroke and four-stroke engine motorcycles respectively. The industry had a smooth ride in the 50s, 60s and 70s when the Government prohibited new entries and strictly controlled capacity expansion. The industry saw a sudden growth in the 80s. The two-wheeler market was opened to foreign competition in the mid-80s. And then the market leaders – Escorts and Enfield – were caught unaware by the attack of the 100cc bikes of the four Indo-Japanese joint ventures.With the new feature of fuel efficient low power bikes, demand swelled, resulting in HERO MOTOCORP – then the only producer of four stroke bikes (100cc category), gaining a top slot. The entry of Kinetic Honda in mid-eighties with a barometric scooter helped in providing ease of use to the scooter owners. This helped in inducing y oungsters and working women, towards buying scooters, who were earlier inclined towards moped purchases In 1990, the entire automobile industry saw a drastic fall in demand. This resulted in a decline of 15% in 1991 and 8% in 1992, resulting in a production loss of 0. mn vehicles. Excluding HERO MOTOCORP, all the major producers suffered from recession. HERO MOTOCORP showed a marginal decline in 1992. The reasons for recession in the sector were the constant rise in fuel prices, high input costs and reduced purchasing power due to significant rise in general price level and credit crisis in consumer financing. Factors like increased production in 1992, due to new entrants joined with the recession in the industry resulted in companies either reporting losses or a fall in profits. Competitors of Two-Wheelers industriesHonda| Bajaj| HERO MOTOCORP| Kandaa | Kinetic| LML | Royal Enfield| Suzuki| TVS| Yamaha| Activa| Wave Dtsi| Pleasure | Thunder 100| Kineticx| Crd 100 Sd| Std| Heat| Sco oty Pep| Crux S| Dio| CT 100| CD deluxe| | 4s| Freedom Topper | Machismo| Zeus| Star std| Libero G5| Eterno| Platina| Splendor plus ; pro | | Nova| Freedom prima| Electra| Access| Star city| Gladiator | Shine| Discover| Splendor NXG| | Striker| Beamer| Thunderbold| Sling shot| Victor Edge | Ray| Unicorn| Pulsar| Passion pro ; Xpro| | Blaze| | 500 Ex| GS 150| Victor Glx 125| R15| Stunner| Avenger| Super splendor| | | | | | Apache | FZ| Twister| | Achiever| | | | | | Wego| Fazer|Dream Yuga| | Karizma ; ZMR| | | | | | | RX 125| CBR| | CBZ| | | | | | | YBR| | | Extreme| | | | | | | | | | Hunk| | | | | | | | | | Impulse| | | | | | | | | | Igniter| | | | | | | | | | Maestro| | | | | | | | TWO WHEELERS PRODUCTION TREND| Category| 2007-08 | 2008-09| 2009-10| 2010-11| 2011-12| Scooters| 937506| 848434| 935279| 987498| 1020013| Motorcycles| 2906323| 3876175| 4355168| 5193894| 6201214| Mopeds| 427498| 351612| 332294| 348437| 379574| Grand Total| 4271327| 5076221| 5622741| 6529829| 7600801| TWO WHEELERS DOMESTIC SALES TREND| Category| 2007-08 | 2008-09| 2009-10| 2010-11| 2011-12| Scooters| 908268| 825648| 886295| 922428| 908159|Motorcycles| 2887194| 3647493| 4170445| 4964753| 5815417| Mopeds| 408263| 338985| 307509| 322584| 332741| Grand Total| 4203725| 4812126| 5364249| 6209765| 7056317| TWO WHEELERS EXPORTS TREND| Category| 2007-08 | 2008-09| 2009-10| 2010-11| 2011-12| Scooters| 28332| 32566| 53687| 60699| 83873| Motorcycles| 56880| 123725| 187287| 277123| 386202| Mopeds| 18971| 23391| 24078| 28585| 43181| Grand Total| 104183| 179682| 265052| 366407| 513256| Source: www. autoindia. com/twowheeler 1. 1. 1 Growth of the Industry Today the growth rate of motorcycle industry is very high as compared to few years back. Two wheeler segment as a whole during the year 2004-05 grew by over 15%.This growth has been due to the Government's initiative on rural roads and better connectivity with major towns and cities, improved agricultural performance, upward trend of purchasing po wer in the hands of rural people. The northward trend of growth among two-wheelers is set to continue in the years ahead. Motorcycles Sales (Nos. ): 2007-08 | 2008-09| 2009-10| 2010-11| 2011-12| 2906323| 3876175| 4355168| 5193894| 6201214| Motorcycles account for nearly 80% of the total two wheeler sales in the country. This trend is set to continue as more and more models of two wheelers enter the market. The figures above show the sales of motor cycles over the years. ———————————————— HISTORY OF BIKE Throughout the centuries man has striven to expand his capabilities through the use of machines. His ever inventive mind has constantly devised ways to use tools to increase his abilities to explore the world around him, to go faster, deeper, higher and further than before. Coupled with his need to find new thrills, new adventures and new modes of transportation, the inventi on and refinement of the motorcycle seems an inevitable outcome. For me, the early years of the development of the motorcycle are especially fascinating as they hold of some of mans most bizarre experimental machinery.Before we get started on the history of the motorcycle itself, I feel a short review of it's predecessor, namely the bicycle, is in order, an invention without which the motor bicycle, as they were first called, may well have never come about. It would seem that Michelangelo conceived of the bicycle as early as the 14th century and his drawing shows a remarkable resemblance to the modern day bike. It had wheels of similar size and even pedals and a leather â€Å"chain†, albeit without any apparent means of steering. The first attempt at actually producing any sort of 2 wheeled conveyance fell on the shoulders of one Comte de Sivrac in the late 1791, though hardy a bicycle as we understand the meaning today. It was crude affair made entirely of wood with no pedal s, brakes or even steering.This early machine was referred to as a hobbyhorse and was considered nothing more than a curiosity or rich mans folly, an attitude that remained for a number of years, until the late 1800's. A person simply sat upon it and pushed it along with their feet in a sort of gliding walk. Then in 1869 some inventive person named William van Anden in New York added pedals directly to the front wheel, now at last we approach what can be called by modern terms, a bicycle. It also had free-wheeling pedals that allowed the wheel to turn while the pedals remained stationary and had a friction brake on the rear wheel operated by twisting one of the hand grips. Oddly enough these innovations did not appear on many other machines for quite some time. quickly became apparent however that the only way to increase speed or distance traveled per rotation of the pedals was to increase the size of the front wheel, leading to what became known as the High Wheeler. Unfortunately because of the high center of gravity and forward position of the rider, not only was some skill required to mount and dismount this contraption, but should the front wheel suddenly stop, the rider was thrown forward on his head, thus giving rise to the term â€Å"Taking a Header†. To overcome this difficulty, the small wheel was moved to the front giving rise to the High Wheeled â€Å"Safety† bicycle. Because of the difficulty in riding a high wheeler with the style of skirts worn by women at the turn of the century they were mostly confined to three wheelers specifically designed with them in mind.Now that we've looked at the precursor to the motorcycle lets turn our attention to the first motor bicycles. Curiously enough the first attempts to motorize a two wheeled vehicle were made before the high wheeler had been replaced by the modern safety bicycle, thus explaining why the first motor bicycles had a much larger front wheel, with one exception. In 1818 an attempt was made to fit a steam engine to a Drasiane hobbyhorse (see above) which had two similar sized wheels. This however, did not succeed in capturing a market, as can well be imagined when looking at the picture below of the Vocipedraisiavaporianna, and I therefore only mention it in passingThis curious contraction was supposedly built in 1818 and is shown in this French print under testing in the Luxembourg Gardens in Paris on April 5 of that year, thou actually invented in Germany. This print is from the collection of the Science Museum in London. It was a Drasine hobby horse being powered by a steam turbine engine in both front and rear wheels. It would appear to be somewhat top heavy, and never made it into production, which is probably just as well! American, Sylvester Howard Roper (1823-1896) invented a two-cylinder, steam-engine motorcycle (powered by coal) in 1867. This can be considered the first motorcycle, if you allow your description of a motorcycle to include a steam eng ine. Howard Roper also invented a steam engine car.Gottlieb Daimler – First Gas Engine Motorcycle German, Gottlieb Daimler invented the first gas-engine motorcycle in 1885, which was an engine attached to a wooden bike. That marked the moment in history when the dual development of a viable gas-powered engine and the modern bicycle collided. Gottlieb Daimler used a new engine invented by engineer, Nicolas Otto. Otto invented the first â€Å"Four-Stroke Internal-Combustion Engine† in 1876. He called it the â€Å"Otto Cycle Engine† As soon as he completed his engine, Daimler (a former Otto employee) built it into a motorcycle. 1877 Daimler-Maybach, France This is reputed to be the first version of Mr. G. Daimler motor bicycle.This again is from a French site and the best translation I could come up with for the caption is quoted below. â€Å"IT had a limited autonomy, but accomplishes anyway traverses it Paris to German Saint (15 Km) to the speed of 15km/h. The t ricycles to vapor of Meek in 1877, 1881 The Parkyns-Bateman Steam Tricycle. England 1885 The Daimler, Europe 1892 The five cylinder Millet, France 1894 Hilderbrand and Wolfmuller, France 1898 Orient-Aster, USA 1903FN (Fabrique Nationale) 188 cc, 2 hp engine Harley Davidson Model 7, 1911 Harley Davidson Model 11J w sidecar, 1915 Indian Board racer, 1920 PART 2 TOPICS ABOUT COMPANY HERO MOTOCORP ————————————————- CORPORATION PROFILEHERO MOTOCORP two wheelers have been on Indian roads since 1984 when Hero Cycles Ltd. tied up with Honda Motor Company to start a joint venture. Today, HERO MOTOCORP is taken to be the world's largest two-wheeler manufacturer. The HERO MOTOCORP story began with a simple vision – the vision of a mobile and an empowered India, powered by HERO MOTOCORP. This vision was driven by HERO MOTOCORP’s commitment to customer, quality and excell ence, and while doing so, maintains the highest standards of ethics and societal responsibilities. Twenty five years and 25 million two wheelers later, HERO MOTOCORP is closer to fulfilling this dream. This vision is the driving force behind everything that we do at HERO MOTOCORP.We understood that the fastest way to turn that dream into a reality is by remaining focused on that vision. Over the course of two and a half decades, and three successive joint venture agreements later, both partners have fine-tuned and perfected their roles as joint venture partners. What the two partners did was something quite basic. They simply stuck to their respective strengths. As one of the world's technology leaders in the automotive sector, Honda has been able to consistently provide technical know-how, design specifications and R&D innovations. This has lead to the development of world class, value for money motorcycles and scooters for the Indian market.Hero Group has taken on the singular and onerous responsibility of creating world-class manufacturing facilities with robust processes, building the supply chain, setting up an extensive distribution networks and providing insights into the mind of the Indian customer. Since both partners continue to focus on their respective strengths, they have been able to complement each other. In the process, HERO MOTOCORP is recognized today as one of the most successful joint ventures in the world. It is therefore no surprise that there are more HERO MOTOCORP bikes on this country's roads than the total population of some European countries put together! The company's meteoric growth in the two-wheeler market in India stems from an intrinsic ability to reach out and come closer to its customers, with every passing year.HERO MOTOCORP's bikes are sold and serviced through a network of over 3500 customer touch points, comprising a mix of dealers, service centers and stockiest located across rural and urban India. HERO MOTOCORP has bui lt two world-class manufacturing facilities at Dharuhera and Gurgaon in Haryana, and its third and most sophisticated plant at Haridwar has just completed a full year of operations. It is difficult to imagine that all this has happened in the span of just two and a half decades! The best is yet to come. During the year in review, HERO MOTOCORP powered its way in a market that, for all practical purposes, was feeling the full effects of the economic slowdown in India. With an economic recovery now clearly on the cards, HERO MOTOCORP is all set to ride into another summit.As Brijmohan Lall Munjal, the Chairman, HERO MOTOCORP Motors succinctly puts it, â€Å"We pioneered India's two wheeler industry, we've steered it through difficult times; now it is our responsibility to set the pace again. † ————————————————- HERO MOTOCORP MOTORS LTD HERO MOTOCORP Motors Ltd. is a r esult of the joint venture between India's Hero Group and Japanese Honda Motors Company in the year 1983. This joint venture has not only created the world's single largest two wheeler company but also one of the most successful joint ventures worldwide. HERO MOTOCORP is globally known of being the most fuel-efficient and the largest CBZ selling Indian Motorcycle Company.This is a relationship so harmonious that HERO MOTOCORP has managed to achieve indigenization of over 95 percent, a Honda record worldwide. The company is committed to provide the customer with excellence. A rich background of producing high value products at reasonable prices led the world's largest manufacturer of motorcycles to collaborate with the world's largest bicycle manufacturer. During 80s, HERO MOTOCORP became the first company in India to prove that it was possible to drive a vehicle without polluting the roads. They company possess three manufacturing units based at Dharuhera, Gurgaon and Haridwar are c apable to produce 4. 4 million units per year.They introduced new generation motorcycles that set industry benchmarks for fuel thrift and low emission. The unique features like fuel conservation, safety riding courses and mobile workshops helped the group reach in the interiors of the country. Well-entrenched in the domestic market, HERO MOTOCORP Motors Ltd. turned its attention overseas, and exports have been steadily on the rise. The below chart shows the golden years in the history of HERO MOTOCORP :- 1985| CD-100| 1989| SLEEK| 1991| CD-100 SS| 1994| Splendor| 1997| Street| 1999| CBZ| 2001| PASSION| 2002| DAWN, AMBITION| 2003| CD-DAWN, SPLENDOR +, PASSION +, KARIZMA| 2005| SUPER-SPLENDOR,CD-DELUX, GLAMOUR, ACHIEVER|Year Event 1984 * He Company was incorporated on 19th January, at New Delhi. The Company Manufacture motor cycles up to 100 cc capacity. The Company was promoted by Hero Cycles (P) Ltd. (HCPL). * The Company entered into a technical-cum-financial collaboration agreemen t with Honda Motor Co. Ltd. , Japan (HML). As per this collaboration agreement, HML was to furnish complete technical information and know-how and trade secrets and other relevant data. * HERO MOTOCORP CD-100 is the first four stroke motorcycle to be introduced in India in 100cc range. 1985 1986 * 36, 00,000 rights equity shares issued at par in prop. 3:10. 990 * In the domestic market the Company was reported to have a market share of 46%. 1994 * The Company's production and turnover increased to 1, 83,490 motorcycles and Rs. 483. 85 crores respectively due to growth in demand for two wheelers and declining inflation. 1995 * A new Technical Collaboration Agreement has been signed with Honda Motor Co. Ltd. , Japan for the period up to the year 2004 which includes technology related to models of higher Engine displacement. 1997 * HERO MOTOCORP Motors Ltd (HHML) has set up a new motorcycle plant in Gurgaon, near Delhi for the manufacture of the Honda Super Cub 100 cc stepthro bike 199 8 Honda Motor Company Ltd of Japan (Honda) and Kinetic Honda Motor Ltd (KHML) have signed a five-year licence and technical assistance agreement under which KHML will continue to receive the technical knowhow, critical vehicle parts and access to Honda's markets even after the sale of Honda stake in KHML to Kinetic Engineering Ltd (KEL). * The Company changed the paradigm in two-wheelers by launching the most powerful and fast bike- CBZ (e) with a unique feature of Transient Power Fuel Control (TPEC) system. 1999 * Leading two-wheelers manufacturer Hero Motors has formed a joint venture with Briggs Stratton of US to develop and manufacture four-stroke engines for mopeds and scooters in India, a top company. 2000 HERO MOTOCORP Motors Ltd. and Tata Finance Ltd. have signed a national tie-up agreement. The Company is the largest manufacturer of motorcycles in the country. * He Company was ranked as the 9th Highest Value Creator among 12 industry groups within the Bombay Stock Exchange top 100 companies over a five year period (1994-99). 2001 * HERO MOTOCORP Motors Ltd. has launched a new 100cc motorcycle named `Passion'. 2002 * Becomes the world's largest two wheeler company by selling 1. 3 million vehicles in 2001 2003 * Launches its cheapest 100cc motorbike ‘CD Dawn' * Bikes production capacity at two of its manufacturing facilities to three lakh units Achieves milestone by producing five million bikes from its Dharuhera plant in Haryana * Launches its new 223-cc, 16. 8 BHP Karizma at Rs 79,000 * The company has bagged two Total Customer Satisfaction (TCS) Awards. * HERO MOTOCORP Karizma bags BBC Bike of the Yr Award 2004 * HERO MOTOCORP unveils new version of Ambition * Hero Motors introduces ‘Sting' new 4-stroke bike 2005 * Two-wheeler major HERO MOTOCORP on October 5 announced launch of its first scooter ‘Pleasure' * HERO MOTOCORP rolls out 150-cc motorcycle Achiever 2006 * HERO MOTOCORP launches CBZ variant X-treme * HERO MOTOCORP announce d the launch of two new variants the new ‘Glamour' and * ‘Passion Plus' limited edition. 2009 HERO MOTOCORP motors launched new bike KARIZMA ZMR. Basic Organization Chart New Organization Chart ————————————————- BOARD OF DIRECTORS No. | Name of the Directors| Designation| 1| Mr. Brijmohan Lall Munjal| Chairman & Whole-timeDirector| 2| Mr. Pawan Munjal | Managing Director & CEO| 3| Mr. Toshiaki Nakagawa | Joint Managing Director| 4| Mr. Sumihisa Fukuda| Technical Director| 5| Mr. Om Prakash Munjal| Non-executive Director| 6| Mr. Sunil Kant Munjal| Non-executive Director| 7| Mr. Masahiro Takedagawa| Non-executive Director| 8| Mr. Satoshi Matsuzawa(Alternate Director to Mr. Takashi Nagai)| Non-executive Director| 9| Mr.Pradeep Dinodia | Non-executive ; Independent Director| 10| Gen. (Retd. ) V. P. Malik| Non-executive ; Independent Director| 11| Mr. Analjit Singh| Non-executive ; Independent Director| 12| Dr. Pritam Singh| Non-executive ; Independent Director| 13| Ms. Shobhana Bhartia| Non-executive ; Independent Director| 14. | Mr. Meleveetil Damodaran| Non-executive ; Independent Director| 15. | Mr. Ravi Nath| Non-executive ; Independent Director| ————————————————- PROFILE OF DIRECTORS | DR. BRIJMOHANLALL MUNJAL Mr. Munjal is the founder Director and Chairman of the Company and the $3. billion Hero Group. He is the Past President of Confederation of Indian Industry (CII), Society of Indian Automobile Manufacturers (SIAM) and was a Member of the Board of the Country's Central Bank (Reserve Bank of India). In recognition of his contribution to industry, Mr. Munjal was conferred the Padma Bhushan Award by the Union Government. Mr. Munjal is currently on the board of the following Public Limited Companies:Dr. Brijmohan Lall Munjal is currently on the board of the following Public Limited companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp. Ltd. | Chairman and Whole-time Director| 2| Hero FinCorp Ltd. | Chairman| | Easy Bill Limited| Director| 4| Hero InvestCorp Limited| Director| 5| Munjal Showa Limited| Director| 6| Rockman Industries Ltd. | Director| 7| Shivam Autotech Limited| Director| 8| Survam Infrastructure Ltd. | Director| | | MR. PAWAN MUNJAL | Mr. Munjal is the Managing Director and CEO of the Company. He is responsible for growth and strategic planning for the entire Group. A graduate in Mechanical Engineering, Mr. Munjal has been instrumental in bringing about technological and managerial excellence in the Company's operations. He has been the Chairman of several Committees of CII.He is also on the board of Indian Institute of Management, Lucknow and Indian School of Business. An avid golfer, Mr. Munjal is Past Chairman of the Asian PGA Tour Board of Directors and the Past President of Professional Golfers Association of India (PGAI). Under his guidance, Hero MotoCorp launched the Hero Indian Sports Academy (HISA) in collaboration with Laure us Foundation to provide equal opportunities in sports to various communities and to reward talent in the country. |   | | | | | Mr. Munjal is currently on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Managing Director ; CEO| 2| Hero FinCorp Ltd. | Director| 3| Hero InvestCorp Limited| Director| | Hero Realty ; Infra Limited| Director| 5| Rockman Industries Limited| Director| MR. SUNIL KANT MUNJAL Mr. Munjal was appointed on the Board of Directors of the Company on August 25, 2006 as an Non Executive Director of the Company. After his graduation, he underwent training in the field of Mechanical Engineering. In the year 2011, he was appointed as the Jt. Managing Director of the Company effective August 17, 2011 for a period of 5 years. Mr. Munjal has also been the President of Confederation of Indian Industry (CII). He is also on the Board of Indian School of Business, Hyderabad and is the visiting faculty at various Business Schools and Corporate.His specialization is in Business Studies and Holistic Management Practices. Apart from the above he is a member of Prime Minister's Council on Trade and Industry, Consultative Group on Industry, Planning Commission, Government of India and SEBI Committee on Disclosures. He has made significant contributions to some of the National-level Economic and Labor reforms in India in the capacity of Chairman or as a member. |   | Mr. Munjal is currently on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Jt. Managing Director| 2| Hero Corporate Services Limited| Chairman| 3| Hero Management Service Limited| Chairman| 4| Shivam Autotech Limited| Chairman| | Arrow Infra Limited| Director| 6| DCM Shriram Consolidated Limited| Director| 7| Easy Bill Limited| Director| 8| Hero InvestCorp Limited| Director| 9| Hero Life Insurance Co. Limited| Director| 10| Hero Mind mine Institute Limited| Director| 11| Hero Realty & Infra Limited| Director| 12| Rockman Industries Ltd. | Director| 13| Satyam Auto Components Limited| Director| MR. SUMAN KANT MUNJAL Mr. Munjal was appointed as an Additional Director on the Board of the Company on July 29, 2010. Mr. Munjal is the Managing Director of Rockman Industries Ltd. , one of the leading suppliers of Aluminum Die Casting, Machined and Painted Assemblies to Hero MotoCorp Ltd. Mr.Munjal, a graduate in Commerce, possesses rich experience and expertise in business management and thus has been instrumental in elevating Rockman Industries Ltd. to its current status. Mr. Munjal is currently on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Director| 2| Rockman Industries Limited| Managing Director| 3| Hero Corporate Service Limited| Director| 4| Hero InvestCorp Limited| Director| 5| Hero Steels Limited| Director| 6| Munjal Acme Packaging Systems Limited| Director| 7| Survam Infrastructure Ltd. | Director| MR. PAUL EDGERLEY Mr. Edgerley was appointed as an Additional Director on the Board of the Company on May 4, 2011 in the category of Non-Executive Director. Mr.Edgerley has been a Managing Director at Bain Capital since 1990, a private investment firm with over $65 billion in assets under their management, where he focuses on investment in the industrial and consumer product sectors. He is currently on the board of The Boston Celtics, Keystone Automotive, Steel Dynamics, Sensate Technologies, MEI Conlux, HD Supply and Hero Investments Pvt. Limited. Mr. Edgerley is also a member of the Dean Advisory Board at Harvard Business School, Kansas State University Foundation, The Shamrock Foundation, serves on the US Board of The Right to Play and New Profit, Inc. He is a certified working p ublic accountant. He was also awarded an MBA with distinction from Harvard Business School and a BS from Kansas State University. He brings with him enriched experience in the field of finance and administration. Mr.Edgerley is currently on the Board of the following company : No. | Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Director| MR. PRADEEP DINODIA Mr. Dinodia was appointed as an Additional Director on the Board of the Company on March 31, 2001 in the category of Non-Executive and Independent Director. Mr. Dinodia is a fellow member of The Institute of Chartered Accountants of India and a senior partner in the Delhi-based Chartered Accountancy firm M/s. S. R. Dinodia & Company. He has considerable experience in corporate affairs and allied legal and taxation matters. Mr. Dinodia is on the board of the following Public Limited Companies: No. Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Director| 2| Shriram Pistons & Rings Limited| Chairman| 3| DCM Shriram Consolidated Limited| Director| 4| DFM Foods Limited| Director| 5| Hero Corporate Services Limited| Director| 6| J. K. Lakshmi Cement Limited| Director| 7| Micrometric Grinding Technologies Limited| Director| 8| SPR International Auto Exports Limited| Director| 9| Ultima Finvest Limited| Director| GEN. (RETD. ) V. P. Malik Gen. Malik was appointed as an Additional Director on the Board of the Company on May 4, 2001 in the category of Non-Executive and Independent Director. Gen. Malik retired as Chief of the Indian Army in September, 2000.During his distinguished military career, he received number of awards including the Ati Vishista Seva Medal (AVSM) and the Param Vishishta Seva Medal (PVSM) – the highest National award for distinguished services. Gen. Malik is on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp Limited| Director| DR. PRITAM SINGH Dr. Singh was appointed as an Additional Director on the Bo ard of the Company on September 28, 2004. in the category of Non-Executive and Independent Director. He is author of seven academically reputed books and over 50 research papers. Dr. Pritam Singh is one of the pioneers of Management Education in India who has devoted his life to the development of Management Education in India and abroad. Dr.Singh received the Padam Shri Award in 2003 for his contributions to this field. Dr. Singh is also on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Dish TV India Limited| Director| 2| Godrej Properties Limited| Director| 3| Hero MotoCorp Ltd. | Director| 4| Parsvnath Developers Limited| Director| MR. M. DAMODARAN Mr. Damodaran has been appointed as an Additional Director i. e. June 16, 2008 in the category of Non-Executive and Independent Director. Mr. Damodaran, aged 61 years was born on May 4, 1947 and belongs to the Indian Administrative Service, Manipur-Tripura Cadre. He had held various cov eted positions in Government / Public Sector and Regulatory Bodies.In the past he held the position of Joint Secretary (Banking Division) in the Ministry of Finance, Chairman Unit Trust of India. He headed the IDBI bank before being appointed as the Chairman of the Securities and Exchange Board of India (SEBI), the country's security market watchdog. He was also appointed as officer on special duty with the Reserve Bank of India dealing primarily with the restructuring of three identified weak public sector banks. Mr. Damodaran is currently on the board of the following Public Limited Companies: No. | Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Director| 2| TVS Automobile Solutions Ltd| Chairman| 3| Bennett, Coleman and Company Ltd. | Director| | Hindalco Industries Limited| Director| 5| ING Vyasya Bank Limited| Director| 6| L ; T Infrastructure Finance Co. Ltd. | Director| 7| RSB Transmissions (I) Limited| Director| 8| S Kumar’s Nationwide Limited| Director| 9 | Sobha Developers Limited| Director| 10| Tech Mahindra Limited| Director| 11| UltraTech Cement Limited| Director| MR. RAVI NATH Mr. Nath has been appointed as an Additional Director w. e. f. October 14, 2009 in the category of Non-Executive and Independent Director. Mr. Nath, aged 64 years is an Advocate of Supreme Court of India. He is a Partner of one of the India's oldest legal firms Rajinder Narain & Co. He has done his B.Com (Honours), LLB, International and Competitive Laws from King's College, London, and PIL from Harvard. He did his apprentice from Sinclair Roche and Temperley, London. He brings with him rich and specialized experience in the field of Corporate and Commercial law, Asset Finance, Aviation and Cross Border issues of nearly 40 illustrious years. He has also been recognized several times by Euro money and others as a leading lawyer in the field of Mergers ; Acquisitions. He is listed in Who's Who and Legal 500. The Bar Association of India conferred its highest honour on him. Mr. Nath is also on the board of the following Public Limited Companies: No. Name of Company| Nature of Office| 1| Hero MotoCorp Ltd. | Director| 2| Kanoria Chemicals & Industries Ltd. | Director| 3| Somany Ceramics Ltd. | Director| 4| Voith Paper Fabrics India Ltd. | Director| Dr. ANAND C. BURMAN Dr. Burman has been appointed as an Additional Director w. e. f. January 13, 2010 in the category of Non-Executive and Independent Director. Dr. Burman is an eminent Industrialist with particular interests in the areas of Research and Development in the Pharmaceutical Sciences as well as Biotechnology and Technology issues. Dr. Burman has Doctorate in the area of Pharmaceutical Chemistry from the University of Kansas, USA.He is currently the Chairman of Dabur India Limited. He is also a member in the Council of Governors at Birkbeck College, University of London. Dr. Burman is also on the board of the following Public Limited Companies: No. | Name of Company| Nature of Offi ce| 1| Hero MotoCorp Ltd. | Director| 2| Althea Lifesciences Limited| Director| 3| Aviva Life Insurance Co. India Limited| Director| 4| Dabur India Limited| Director| 5| Dabur Pharmaceutical Limited| Director| 6| Ester Industries Limited| Director| 7| H&B Stores Limited| Director| 8| Hindustan Motors Limited| Director| ————————————————- PROMINENT AWARDS TO THE COMPANYYear| Awards & Recognitions| 2009| ET Awards for Corporate Excellence – HERO MOTOCORP is the winner of the â€Å"Company of the Year† award for 2008 – 09. | | 2008| NDTV Profit Business Leadership Award 2008 – HERO MOTOCORP Wins the Coveted â€Å"NDTV Profit Business Leadership Award 2008†³| TNS Voice of the Customer Awards:| * No. 1 executive motorcycle Splendor NXG * No. 1 standard motorcycle CD Deluxe * No. premium motorcycle CBZ Xtreme| | 2007| The NDTV Profit Car India & Bike India Awards 2007 in the following category:| * Overall â€Å"Bike of the Year† – CBZ X-treme * â€Å"Bike of the Year† – CBZ X-treme (up to 150 cc category) | | 006 | Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two Wheeler Company). Best in its class awards for each category by TNS Total Customer Satisfaction Awards 2006:| * Splendor Plus (Executive) * CD Deluxe (Entry) * Pleasure (Gearless Scooters)| HERO MOTOCORP Splendor rated as India's most preferred two-wheeler brand at the Awaaz Consumer Awards 2006. | 2005 | Awaaz Consumer Awards 2005 – India's most preferred two-wheeler brand by CNBC in the ‘Automobiles' category. Bike Maker of the Year Award by Overdrive Magazine. | 2004 | Winner of the Review 200 – Asia's Leading Companies Award (3rd Rank amongst the top 10 Indian companies. | 2003 | Most Respected Company in Automobile Sector by Business World. | 2002| Ranked 4th in ‘Overall Best Manag ed Company' category, ranked 3rd in ‘Best Financial Management' and ‘Best Operational Efficiency' category, and ranked 6th in ‘Overall Best Investor Relations' category, by Asia money. | 2001 | Winner of the Review 200 – Asia’s Leading Companies Award (9th Rank amongst the top 10 Indian Companies). Winner of Three Leaves Award for showing Corporate Environment Responsibility in the Automobile Sector by Centre for Science ; Environment. | 1999 | National Productivity Award for the Best Productivity Award in the category of Automobile ; Tractor presented by Vice President of India. 1995 | The Analyst Award 1995 presented to HERO MOTOCORP Motors Ltd. on being ranked 9th amongst the most investor rewarding companies in India. | 1995 | National Award for outstanding contribution to the Development of Indian Small Scale Industry (NSIC Award – Presented by President of India). | 1991 | Economic Times-Harvard Business School Award for Corporate Perform ance to HERO MOTOCORP Motors Ltd. | ————————————————- PRODUCT PROFILE product| Product name| Showroom price| | HERO MOTOCORP CD-Dawn STD(97. 20 cc) | Rs. 44,681| | HERO MOTOCORP HF-Deluxe SPOKEHF-Deluxe CASTHF-Deluxe SPOKE(SS)HF-Deluxe CAST(SS)(97. 20 cc) | Rs. 48,292Rs. 50,255Rs. 50,929Rs. 51,939| HERO MOTOCORP Splendor Plus SPOKESplendor Plus CASTSplendor Pro SPOKESplendor Pro CASTSplendor Pro SPOKE (SS)Splendor Pro CAST (SS)(97. 20 cc)| Rs. 53,061Rs. 54,183Rs. 54,071Rs. 55,192Rs. 56,315Rs. 57,438| | HERO MOTOCORP Splendor NXG CASTSplendor NXG SPOKE (SS)Splendor NXG CAST (SS)(100 cc)| Rs. 53,321Rs. 54,669Rs. 55,791| | HERO MOTOCORP Passion Pro DRK SPOKEPassion Pro DRK CASTPassion Pro SPOKE (SS)Passion Pro CAST (SS)Passion Pro DISK (SS)(97. 20 cc)| Rs. 55,418Rs. 56,540Rs. 57,661Rs. 58784Rs. 61,028| | HERO MOTOCORP Passion X-Pro CASTPassion X-Pro SPOKEPassion X-Pro CAST S. S. Passion X-Pro SPOKE S. S. Passion X-Pro CAST DISK S. S. | Rs. 58,166Rs. 57,044Rs. 60,411Rs. 9,289Rs 62,655| | HERO MOTOCORP Super Splendor S. S(124. 70 cc)| Rs. 61,495| | HERO MOTOCORP Glamour DRUM SS NEWGlamour CAST DISK (SS)Glamour FI DISK (SS)(125 cc)| Rs. 63,299Rs. 65,544Rs. 73,539| | HERO MOTOCORP Achiever CAST(150 cc)| Rs. 69,568| | HERO MOTOCORP CBZ Extreme REAR DRUMCBZ Extreme FR& RR DISK| Rs. 78,477Rs. 81,843| | HERO MOTOCORP Hunk CAST FR DISK (SS)Hunk CAST FR & RR DISK (SS)| Rs. 76,836Rs. 80,203| | HERO MOTOCORP Karizma BLACK WHEELKarizma-ZMR (FI-NEW)(225cc)| Rs. 92,205Rs. 1,14,500| | HERO MOTOCORP Igniter CAST (SS)HERO MOTOCORP Igniter DISK CAST (SS)| Rs. 67,423Rs. 69,568| | HERO MOTOCORP- ExtremeHERO MOTOCORP-Extreme FR & RR| Rs. 79,599Rs. 2,966| | HERO MOTOCORP Impulse| Rs. 81,538| | HERO MOTOCORP Maestro| Rs. 58,145| | HERO MOTOCORP Pleasure-NEW(102 cc)| Rs. 53,007| PART 3 TOPICS * REVIEW OF LITERATURE ——————— Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€Ã¢â‚¬â€- REVIEW OF LITERATURE Literature review Preference or taste is a concept used in the social science particularly economics, it assumes a real or imagined â€Å"choice† between alternatives and the possibility of rank ordering of these alternatives based on happiness, satisfaction, gratification, enjoyment, utility they provide more generally. It can be seen as a source of motivation. Cognitive sciences individual preferences enable choice of objectives goals.Also more consumption of a normal goods is generally ( but not always ) assumed to be preferred to less consumption. Preference rank translation is a mathematical technique used by marketers to convert stated preferences in to purchase probabilities that is into an estimate of actual buying behavior. It takes survey data on consumers preferences and converts it in to actual purchase probability. One consumer would in general have different consumption behav iors or preference from another. He may spend money on computers and technical books while the other may spend on two-wheelers. Availability of this information on consumer preference will be of great value to a marketing company.A bank or a credit card company that can use this information to target different groups of consumer for improved response rate or profit. By the same to key information on conception preference of the residents in one specific region for improved profit. Therefore it is very important to have a tool that can help analysis consumers behavior and forecast the changes in purchase pattern and changes in purchase trend. According to tray Norcross, London, I believe very strongly that consumers have a right just because it is getting harder to reach consumers doesn’t mean that marketers should be more devious or more forceful in their attempts to reach us. In fact quite the opposite, many of us are happy to be contacted with relevant timely, meaningful of fers.But it’s going to be on our terms, no longer victims of aggressive marketing we want to participate in the process with trusted brands and partners. Come and hang out with me here on consumer preference and learn how as a consumer. You can have more control than you thought. How you can research people in an effective and respectful way. TOPICS CONCEPT OF CUSTOMER SATISFACTION PART 4 ————————————————- CONCEPT OF SATISFACTION Concept Customer satisfaction: Satisfaction is the consumer’s fulfilment response. It is a judgement that product or service feature, or product or service itself, provides a pleasurable level of consumption-related fulfilment.Satisfaction is person’s feeling of pleasure or disappointment resulting from company’s product perceived performance in reaction to his/her expectation. Customer Satisfaction: Satisfaction: †Å"Satisfaction is a new way for customers and organization to work together to get answers, solve problems, and create new and better products ; services† CUSTOMER SATISFACTION: The usual measures of customer satisfaction involve a survey with a set of statements using a Likert Technique or scale. The customer is asked to evaluate each statement and in term of their perception and expectation of the performance of the organization being measured. Customer satisfaction measures the gap between customer experiences and expectations.If a customer’s experience of a product or dealer service exceeds his/her expectations, then the exceeded amount will equal satisfaction. And conversely, if the Customer’s experience falls short of expectation, the short fall will be equal dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation and experience. Hence it can be seen that a two-wheeler has changed from a luxury item to a necessity. This indi cates that the present market condition is very good ; future of the indenting seems to be highly potential, hence many new entrants are entering the industry and making the competition even more enthusiastic. In this project report, we will find out the satisfaction level of the Hero MotoCorp Bikes owners in Surat city.The problem it is facing in the present market scenario. This project evaluates the various factors that keep the customer satisfied. It also evaluates the various factors that influence a customer to buy the bikes. While selecting a bikes, the various aspects that have to be given a thought with respect to Brand Image, Colour, Fuel efficiency, technology used, etc†¦ The extent to which a product perceived performance matches a buyer’s expectations. If the product’s performance falls short of expectations, the buyer is dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or delighted. Expectations shape customer perc eption of product / firm’s performance.Customer perceptions of the firm and its offer are shaped by: * Work of mouth publicity – like recommendations from friends , relatives, neighbours and peer group at work place. * Personal experience on the part of the customers. * Personal needs of individual customers. * External communication like the publicity of the firm in the media and its advertisement and other corporate communications. The study also finds the percentage of respondents who claim the dealership personnel attempted to influence their response to satisfaction surveys doubles to 12 percent when service is not up to par, when the work was not completed right the first time, or when the vehicle was not ready when promised. Clearly some dealer personnel are attempting to mitigate a problem they know they have. But the attempt is usually transparent, and comes off as disingenuous,† said Ivers. â€Å"Auto companies and dealers recognize the obvious benefit s of satisfying customers. Satisfied customers often bring repeat business and tell their acquaintances about the experience. While a few dealer personnel find creative ways to garner positive feedback, even when it’s undeserved, the reality is customer satisfaction is driven by truly satisfying customers, not trying to influence their satisfaction surveys. † A business term is a measure of how products and services supplied by a companmeet or surpass(better than) customer exprctation.When conducting a customer satisfaction survey, what you ask the customer is important. How, when and hoe often you ask these questions ars also important. However, the most important thing about conducting a customer satisfaction survey is what you do with the answer. Customer satisfaction will come acros the many situation where the organization need to evaluate customer perception of difference attributes of a product and his satisfaction there of. The customer satisfaction is very usef ul for the identifications of the customer requirements, establishment of products functional requirements , and also veryuseful for the concept of the product development. Customer satisfaction in 7 steps (4) encourage face to face dealings 2 respond to messages promptly and keep your clients informed. 3 be friendly and approachable 4 have a clerly defined customer service policy 5 attention to detail 6 anticipate your client’s needs and go out of your way to help themout 7 honour your promises So, customer satisfaction of a function of perceived performance and expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches the expectation, the customer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or delighted. Tools for tracking and measuring customer satisfactionThere are four following tools for tracking and measuring customer satisfaction:- * Complaint and suggestion system. * Customer satisfaction survey. * Lost customer analysis. But among them customer satisfaction survey is suitable because responsive companies measure customer satisfaction direct by conduction periodic survey. CUSTOMER SERVICE: This is the most important department in a courier service. Customer service department should be very well trained and they should have good product knowledge. It is imperative that they treat each client as an important one. Problems are bound to occur due to circumstances beyond our control, but the customer service should be able to answer these clients and should not run away from the problems.At the branch level the operator or office assistant will have the dual responsibility of receiving collection calls as well as customer service calls. RESPONSIBILITIES OF A CUSTOMER SERVICE * Helping customers in trouble * Working for customer satisfaction * Upholding the company’s image * Increasing the company’s business * Supporting and carrying o ut the company’s policy of service excellence * Being an important link between the management and the customer. FEW THOUGHTS ABOUT CUSTOMER CARE * A customer is the most important person to enter our place of business. * A customer is not dependent on us we are dependent on him. He pays our salary. A customer is a person who brings us his wants; it is our job, duty and privilege to handle him with promptness courtesy and consideration. * The company that cares for the customers does not have to be anxious about its profitability and growth. * A customer is not an interruption to our work. He is the purpose of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him. * Customers do not buy a product, unless they are useful, convenient, attractive, durable and reliable. * The employee who cares for the customer does not have to be anxious or worried about his job security and incomes. â€Å"STRANGER† is a Ã¢â‚¬Ë œfriend’ whom we have yet to meet.WHY CUSTOMERS QUIT * 1% due to death. * 3% move away * 5% form other friendships. * 9% for competitive reasons. * 14% because of product dissatisfaction. * 68% quit because of attitude of indifference towards customer service. WHAT DISPLACES THE CUSTOMER * Delay in responding. * Ignoring his presence. * Over charging without prior notice or explanation. * Untidy office. * Unmanned counter and telephone. * Show rules instead of being helpful. * Delaying refunds and dues. * Make him appear small, by not showing respect. PART 5 TOPICS PROBLEM IDENTIFICATION ————————————————- PROBLEM IDENTIFICATION BACKGROUND OF THE STUDY:As customers satisfaction is the key element for progress companies must give more priority to ever changing needs of the customer. STATEMENT OF PROBLEM: * A well define problem is half solution of that problem. So it represent single most important step to be Identification of problem and definition of it. And that is this task is heart of research work. * Here in the research view, problem identification means either converting management problem in to research problem or converting marketing in to research proposal. * HERO MOTOCORP wants to know the customer satisfaction level of HERO MOTOCORP bike, why the customer of HERO MOTOCORP satisfied or dissatisfied with product. * To under take customer satisfaction level of HERO MOTOCORP at DHRU AUTOMOBILEES. ———————————————— OBJECTIVES OF STUDY Following are the major objective the research study .OBJECTIVE OF THE STUDY The present study has been conducted in order to * Know the customer awareness level of HERO MOTOCORP Company’s product range. * To make a satisfaction analysis of people on the performance, aesthetics, features, se rviceability and company image of HERO MOTOCORP Bikes they own. * To analyze the attitude and perception level of people towards the HERO MOTOCORP Bikes they own * To know the present consumer preference in the market. * To offer suggestion based on the findings. * To know the satisfaction level of customers. To find out which features attract to the customers. * To find out the factors which are important while purchasing HERO MOTOCORP products? * To track the factor affecting satisfaction level of customers and perception in view point of Customers ————————————————- LIMITATION OF STUDY Following are the major limitation the research study * Scope/area of study is restricted to only Surat city. * Time duration of study is duly 6 weeks. * Study considered only few samples of customers. * The information collected by interview can be biased to a little extent as they expres s them. ————————————————- SIGNIFICANCE The study is useful to know the customer satisfaction of HERO MOTOCORP bike. * The study is also too useful to know different criteria which are important for taking the decision about changes in various systems. * The report is useful to know the

Jibal (WNW Iran, ENE Iraq) Essay Example | Topics and Well Written Essays - 2250 words

Jibal (WNW Iran, ENE Iraq) - Essay Example The same case occurs in the context of Iran, a nation known to defy global policies guiding the manufacture of nuclear weapons: It is a geographically ‘blessed’ country with unique mountainous regions, cultural and social diversity as well as infrastructural development existing in its major cities. This discussion will focus on the geographical, cultural and infrastructural development as well as historical and archeological aspects of the ENE Iraq and the WNW Iran, basically pointing out what makes them unique as compared to other features existing within the country. Northern Iraq geographically extends from Baghdad and borders Turkey, Iran and Syria. The ENE Iraq region is composed of seven provinces, which are: Ninawa, Dahuk, Kirkuk, Diyala, Salah ad-Din, Arbil as well as Sulaymaniyah. The major cities in the ENE Iraqi region are: Dahuk, it is surrounded by mountains and is located along the famous River Tigris; Arbil, which is located approximately 88km on the eastern part of Mosul; Kirkuk, located 236 km on the northern part of Baghdad; Sulaymaniyah, which is on the Southern Part of Kurdistan region; Ba’quba it is on the Northeast of Baghdad, Al Muqdadiya, which is located on the eastern border of Iraq and orders Iran; Al Kazimiyah, a town located on the Northern part of Iraq, five kilometers away from Baghdad; as well as Baghdad, which is located along River Tigris. In relation to the major roads, there are various highways, freeways as well as roads that have enhaced mobility not only in the northern region, but connecting the north ern region with the east, the west as well as the southern part. Specifically, in the ENE Iraqi region, there are the: The first highway connects Baghdad to Samarra, Mosul, Tirkit and Taji; this highway also connects these cities into Syria. Additionally, there is the highway that connects Baghdad to Irbil, Ba’quba and leads to Iran. The other major highway in the ENE Iraq region, is the highway

What is Philosophy. How would you explain this to someone who hasn't Essay

What is Philosophy. How would you explain this to someone who hasn't studied it - Essay Example many strategies for breaking through the delusions and self-deceptions that keep us human beings from seeing things as they really are.† (What is Philosophy?). Thus philosophy can be regarded as an enquiry into the facts relating to human life, knowledge and values. It helps humans to analyze the meaning of various concepts about life as also to understand the relationship between theories. Philosophy provides them relevant insight to evaluate the arguments and determine their validity or expose their fallacy. Philosophy is distinct from other branches of studies in humanities both because of its subject matter and methodology. Though arts and literature also deal with the fundamental problems of human life, they are not necessarily based on critical reasoning. On the other hand, science relies heavily on observations and experiments for critical reasoning of theories. Philosophy is, therefore, more comparable to mathematic and logic; but encompasses a wider range of generic topics like religion, morality, culture, tradition and values. â€Å"The topics that philosophy addresses fall into several distinct fields. Among those fundamental concerns are: A major difference between philosophy and other branches of learning is that philosophy leans more towards the spiritual aspects of life, as can be evidenced in the words of Socrates, â€Å"Men of Athens, I honor and love you; but I shall obey God rather than you, and while I have life and strength I shall never cease from the practice and teaching of philosophy, exhorting any one whom I meet after my manner, and convincing him, saying: O my friend, why do you, who are a citizen of the great and mighty and wise city of Athens, care so much about laying up the greatest amount of money and honor and reputation, and so little about wisdom and truth and the greatest improvement of the soul, which you never regard or heed at all?.† Obviously, great teachers like Socrates have considered philosophy as the pursuit of wisdom

Impact of Internal Factors on Strategic Planning Essay

Impact of Internal Factors on Strategic Planning - Essay Example rt Macauley decided to rescue victims who survived during the crash and he started dealing with the mission of helping the victim, but he had to deal with the financial issues. The mission of starting the organization of providing disaster and other emergency relief took the stage. Therefore, with the help of Pope John Paul and financial aid from other people; the organization started operating in 1982. The mission of the organization is to restore health, save lives and offer relief services through delivering effective medicines during disaster period or any other emergence cases within America and across the globe. One of the key aspects of the AmeriCares in the internal environment is leadership aspects. Leadership is one of the effective aspects that are taken into consideration in the AmeriCares organization. The organization has varied leaders who are assigned different roles in a hierarchy manner. Marquis and Huston (2009) argue that leadership styles employed in an organization can impact organizational performance in case leaders does not take it into consideration. Different leaders employ leadership styles depending on the environment or leadership behaviors; hence, this might impact strategic planning in the organization (Harrison and Association of University Programs in Health Administration, 2010). AmeriCares  association  is  an independent and fair organization; thus, it recruits leaders with effective skills for managing the company. Thus, leadership skills, behaviors and styles employed by each leader may hinder effective decision making process; thus impacting strategic planning process. Another aspect is the organizational structure within the internal environment. The company is structured in a manner that enables leaders to make an effective decision process when handling significant issues. The flow of information is from the top management leaders to the bottom; thus, poor management and effective communication in the hierarchy may

Kevin Roche Essay Example | Topics and Well Written Essays - 750 words

Kevin Roche - Essay Example In the very next year he came back to Michael Scott’s studio and applied for graduate studies at Harvard, Yale, and Illinois Institute of Technology. He left Ireland for United States in 1948 and completed his Masters program in Illinois Institute of Technology under Ludwig Mies van der Rohe. He served at the United Nations Planning Office for a very short time and later joined Eero Saarien and Associates at Bloomfield Hills, Michigan in 1950. Then the growth of Kevin Roche was notable that within four years, that is, by 1954, he became the principal design associate of Saarinen. Kevin Roche’s combined work with John Dinkeloo (1918-1981), who joined Saarinen office in 1950, has contributed some great architectural designs to the world. After the death of Saarinen in 1961, Kevin Roche and John Dinkeloo, along with senior partner and administrator Joseph Lacy, continued under Saarinen’s name finishing projects and securing new work, most notably the Oakland Museum (1961-1968) in Oakland, California. In 1966, with Saarinens work complete, the office adopted the present name, Kevin Roche John Dinkeloo and Associates. Kevin Roche’s talent as a designer and architect is so great that most of his creations identify it. He has planned and designed diverse facilities by implementing new advancements in design concepts. One of the living evidences is the creation of Oakland Museum of California which has often been described as a complex for the art, natural history, and cultural history of California. The construction of this museum with interrelated terraces and roof gardens exemplifies the former comment. Roche Dinkeloo focused mainly on constructions in the area of large urban and suburban projects. The construction of the Ford Foundation Headquarters (1963-1968) in New York City announces the mastery of modern building constructions. The L-shaped 12-story office building and the tall glass roofed garden, etc., are the typical features of

My Experiences during Last Years Summertime Vacation in Puerto Rico Essay - 3

My Experiences during Last Years Summertime Vacation in Puerto Rico - Essay Example This essay describes my experiences during last year’s summertime vacation in Puerto Rico. The beaches I visited during my stay in El Conquistador are the most beautiful beaches I have ever seen. During my second day on the island, I took a field trip to a beach in the southwestern part of the island called La Jungla. I felt like Leonardo Decaprio when he first saw the beauty of the forbidden beach resort in the movie The Beach. It was all nature; one could see the crabs in sand and fishes in the clear crystal water. Five minutes from this incredible beach there was a little village with several bars and restaurants. I ate in a place where they served me a classic Puerto Rican dish called â€Å"Mofongo con Carne Frita y Caldo de Pescado.† The plate is fried plantain with fried meat and fish stock. It was delicious and only cost like six bucks; exquisite taste at the price of a burger combo. The reason I chose El Conquistador as my preferred hotel apart from its reputation of provided great service which proved to be true is that it was located eight minutes away from El Yunque National Forest. El Yunque is the only tropical rain forest in the U.S. National Forest System. This is a mystical region that is out of this world. There was wildlife all around us as I walk through the moist roads within El Yunque’s territory. I reached a river and as I walked around a huge rock I suddenly saw a 30 feet waterfall. I could hear the singing of the Coquis. Coquis are a rare amphibian creature that can only survive in Puerto Rico’s system. Scientist in the past have tried relocating Coquis, but before reaching a foreign-located the Coqui dies. My summer trip to Puerto Rico in 2008 was a tremendous adventure.

Industry Analysis and Financial services of Pan America Research Paper

Industry Analysis and Financial services of Pan America - Research Paper Example According to 2006 statistics in the industry, more than 133 billion litres are sold per year which raised the global revenue to 294.5 billion. Analysis of the industry In analysing the industry, it is critical to understand Panama, what opportunity it offers and the products that are produced in the country. Panama is a country that shows a great diversity in terms of people who live there. Most of the residents come from different countries. A lot of people in Panama prefer beer compared to other beverages. In the year 2011, its production was reported to have grown by 5.1%. The market in panama is worth more than $390 in a year. Another brand that seems to grow and is on the list is wine (Holmes 45). The prices of beer and wine in Panama which are the popular drinks are $35 for each beer and $40 for each wine. When you compare these prices with Gasolina, they prove to be high because Gasolina normally ranges from $7-10. The high prices in panama come due to high costs of living due to its diversity and that it attracts a lot of people. This means that the company will have to increase its selling price in panama in order for it to beat the competition. Gasoline has an opportunity to grow in Panama because it is a new product that is unique in its own way. It is unique in that it has six flavours. It is made with unique spirits which include Caribbean white rum, filtered and distilled vodka, 100% tequila and 100% natural fruit juices. It is easier for outdoor consumption due to its portability. This is because it is packed in 20ml aluminium pouches that even have a straw inside. Its growth is possible due to the diverse cultures in Panama and the uniqueness of the product. With such a product the people of Panama will not find it difficult to pay for the drink at whichever cost. Looking at the industry in general, the market is dominated by few key players which lead to intense competition (Giesbrecht 55). There exists operating uncertainty due to changing con sumer tastes. Margins and pricing are often under pressure. It has three leading industries that account for almost 40% of the overall market share. The leading company is Anheuser-Busch. It holds over 20% of the total volume of the market. This company has 14 brands and each generates over 1 billion USD in a year. The company produces global and regional brands, one of them being Corona. It employs about 11,600 people in 30 countries. The company sales majorly come from North America. Another key competitor in the market is SABMiller. In the market ranking, it is among the top five companies in the industry. Its portfolio contains more than 150 brands. Among its brands are international beers such as Pilsner, Urquell and also local brands like Castle Milk Stout. It operates in 75 countries in Asia, Africa, Europe, North America and also South America. Its sales are around 21 billion litres of lager in a year. Coors is another competitor in the industry which is ranked in the sevent h position globally. It operates Colorado brewery that that is the largest brewing facility that operates singly. It was the first company to use the aluminium can and it operates the largest plant that produces aluminium cans. Among its products is Coors Light. The industry is a global business that contains several businesses that are multinationals and thousands of small producers. The

Filme review Movie Example | Topics and Well Written Essays - 750 words

Filme - Movie Review Example What impressed me most about the movie is that it has captured the exact economic, social, political and psychological conditions of the victims of the post world war era through showing ladies who stand in queues to get water, ruined buildings, behavior of the society when the lead character accuses the boy of stealing his bicycle etc. The visuals all point to the torn apart post war city and the dialogs of the characters further exemplify the economic situation of that era. This is evidenced when the protagonist, Antonio, tells his wife that he feels â€Å"like a man in chains† (Bicycle Thieves, 1948). This dialog right here is the epitome of the helpless situation of the working class people, that is, although they were ready to work hard for a living, they were constrained by various elements thus entailing in their jobless state and miserable life. However, on the other hand, the movie also portrays the selfless love a wife must possess towards her husband and furthermore illustrates the concepts of familial relationship and sacrifices giving them the most importance. As far as I am concerned, familial relationships are of great prominence and it is this kind of relationships and concepts that I value the most, and since the movie deftly demonstrates this, it appeals the most to me. Therefore, according to me, this was the best film I have seen as compared to other movies shown in this semester. 2) Name some of the special effects, camera techniques and camera composition used in â€Å"Citizen Kane† and how was this evidenced in the film itself? The camera techniques used in the movie â€Å"Citizen Kane† (1941), directed by Orson Wells who also performs in the title role, become evident from the scene presenting Xanadu, Kane’s old age retreat. The protagonist withdraws to this location in his old age as a symbol of his isolation from the society. The audience is first given a long shot view of the old fortress like residence wit h its gates towering over the frame. By providing such a view of his home, the audience receives a sense of Kane’s power through the overbearing view of the gate that separates the home from the rest of the world. Again, in the scene where the animals are shown, the camera pans onto the cage, again giving the viewers a sense of Kane’s power that has enabled him to create his own world, by eschewing the American way of life. Many similar cases can be seen in the movie which exemplifies the deft use of camera and angles. 3) We watched De Sica’s â€Å"Bicycle Thieves† this semester. What was so important about Italian Neorealism and how was this evidenced in the film itself? Italian Neorealism was the first post war cinematic movement that freed filmmaking from the realm of perfect worlds portrayed in the movies, thus its significance cannot be overlooked. Prior to this movement, the Italian films were greatly influenced by Hollywood movies, with which littl e could the people of Italy relate to. However, once this new trend surfaced, it transformed cinematography and boosted it into a new phase that brought to the fore movies reflecting the real life conditions of the working class people from all aspects including economic, psychological, social, moral, political etc. Bicycle Thieves evidences neorealism through the portrayal of non professional actors, natural settings and

Nutrition in elderly Essay Example | Topics and Well Written Essays - 2000 words

Nutrition in elderly - Essay Example This population requires greater care as there are many reasons that lead to malnutrition in the elderly. These include different pathological conditions that restrict their dietary intake. The nutritional requirements of the elderly need to be assessed and explained so that this group of the population can be catered and the prevalence of malnutrition amongst the elderly can be reduced. Nutrition in Elderly Elderly people are subjected to the dilemma of malnutrition. Furthermore, efforts have been made to give them sufficient nutritional balance but there are still many hurdles that have stopped this process. First of all, the nutritional requirements of the elderly are sometimes not very well described. As the basal metabolic rate and lean body mass both decline as one grows old, the energy requirement of an older person per kilogram of his or her body weight also reduces. This process of ageing also adversely affects the different nutrient needs of the human body. For instance, as the requirements for some of the nutrients reduce over time, data suggests that other essential nutrients’ needs might further increase when a person gets old. Therefore, there is a pressing need to reconsider the currently recommended every day nutrient allowances for the elderly group. Additionally, there is a rising demand all across the world for guidelines by WHO which are capable to urge the national authorities to highlight the nutritional needs of the increasing elderly populations all over the world (BBC, 2012). Nutrition in elderly is therefore an important issue in nursing that needs to be understood as the nutritional requirements of the elderly are different from the other age groups. 1. Background Of The Issue a.) History Almost more than 1.4 million Americans who are above the age of sixty five reside in nursing homes according to the data collected by Department of Health and Human Services’ Administration on Aging in 2008. Nutrition does play a vital role in encouraging the health of elderly occupants of the nursing homes. Comprehending the facts about how these nursing homes cater the dietary and nutritional needs of their people can assist one in learning what to expect from them and also to look for a nursing home in the future (World Health Organization, 2012). b.) Advice for Interested People many federal and state regulations are there to help restrict serious nutrition problems from taking place in the nursing homes; but one should plan on taking a practical approach for the monitoring of the nutrient intake of the elderly. Whenever you are considering placing your elder one in a nursing home, you should talk to the staff about their nutritional program. Also, you should arrange for visiting on a meal time so that you can try the meal yourself as well. Then you can also review the facility’s procedure and policy manual which should exclusively explain the nutritional protocol and plan of the senior citizens home. N ow if you have any concerns, you can arrange for a meeting with the nutrition program director to discuss as well as solve any concerns you have regarding what your loved one is eating (World Health Organization, 2012). c.) Impact of Public Policy/Health care Delivery Nursing homes need to cater a wide range of healthy snacks and meals to their residents as well as sticking to the restrictions placed on the residents related to their diets. Those people who are not able to feed their own self need to be assisted by the staff. Weight loss and

Winter Driving Essay Example for Free

Winter Driving Essay When you have to compare and contrast driving in the winter and driving in the summer there are many things that come to my mind. In the summer time there is no visual distractions. It is most comfortable to drive in the summer with your windows down. For the most part summer driving is safe then winter driving. I personally despise driving in the winter. In the summer time I have visibility. During the winter months it gets darker earlier. During the summer months we have more sunlight through out the day. I love when the sun is out longer. Although driving in the winter is much more scenic with snow on branches, deer on the side of the roads and snowmen that kids made. The scenic view for summer driving is filled with blooming flowers, birds flying, colorful trees and the Long Island sound filled with boats, as I drive down by the shore. I like to take the most scenic routes as I drive in the summer. The visibility in the winter is very poor, if you have to drive in a blizzard. In the summer I barely have a problem with visibility.I like to see clear when I drive. In the summer time it is most comfortable. In the winter time I get too cold when I have my window open. I love to drive around with my windows wide open listening to music. I like to smoke in my car with the window open. Winter driving causes me major anxiety. I am worry free in the summer. I am very nervous in the winter.The worst part about driving in the winter is that I wear many layers of clothes. In the summer I drive around in a tank top and shorts. I like to feel free when I drive. I feel summer driving is when its safest to drive. In the winter you have to worry about slipping and not gripping to the pavement. My tires have full grip on the asphalt in the summer time. I like having traction when I drive. You have to be more alert driving in the winter time with the cars behind you, around you and in front of you,It takes more time to stop. You also have to be alert in the summer, but when you hit your brakes you will come to a complete stop on the dry road. I do not like when my brakes lock up when I tap them in the snow. Most importantly, is the amount of kids that are out that you have to watch out for.An example is kids sleighing down hills into roadways that are not paying attention to the cars. The most that the kids do in the summer, is play ball on the street and they usually have one of the kids watching for cars. I wish I was a kid again. In conclusion summer driving is more forgiving than winter driving. Weather conditions in the winter can render roadways very dangerous, requiring increased driver skill. I enjoy driving but preferably in the summer. In the winter I would not be a good candidate as a designated driver. I would hope that someone else with greater winter driving skills then I, would be selected to do the driving.

Personal Goals Essay Example for Free

Personal Goals Essay My goal in life is to become a neonatal nurse practioner; this not only accomplishes my long-term professional goal but a long-term personal goal as well; I want to provide for my family, and set an example for my children. To teach them that if they work hard and never give up they can accomplish anything. My professional short term goal is to be able to stop my two in the morning paper route and become employed by the local children’s hospital; giving back to a wonderful profession that helped me when my two littlest were in the NICU. My personal short term goal is to pass my courses as they come here at University of Phoenix, and gain the necessary knowledge to become the best nurse and mother I can possibly be. The skills I need to accomplish these are good time management, attention to detail, compassion, and persistence. I hope to be able to pass these qualities on to my children, but also use them in my professional life as well. To accomplish these goals there are a lot of milestones to achieve along the way. First I had to receive my ADN-RN degree; this was something I did not know if I could accomplish. With the loving support, understanding and help from my family I graduated and made the Dean’s list, all while pregnant, working a full time job and taking care of 4 other children. Next milestone, after six years, was deciding to back to school to obtain my BSN, this too will be an uphill climb but I will accomplish it. It took me forever to get all the paper work in order, get the financial aid needed, get my transcripts from my other university, but through it all I was helped by the wonderful staff here at University of Phoenix. After all that are my Masters degree and my NNP license my final milestones as my professional goals are concerned but just the beginning of the rest of my career. Along the way my personal milestones will be to get into a house that I do not rent, watch my children go off to college themselves and enjoy the peace and quiet of an empty house. By doing these things, taking one step at a time and enjoying he moments I will be gaining the necessary skills to not only be a great nurse but a great teacher to my children; good study habits, time management, determination, and will to accomplish the goal at hand will be needed in both my profession and as a mom. According to Anonymous 2002, â€Å"nearly 40,000 low-birth-weight babies are born each year in the United States, there will continue to be a market for neonatal nurses. † This saddens me to think of all the babies in the NICU, but also reassures me that I will always have opportunity to be employed and able to take care of m y family. Salaries vary by region but may start â€Å"in the upper $30’s to $40’s† (Anonymous 2002). This financial security will allow me to not only support my family, get a house of my own, but also continue my education with minimal stress. Putting in my due diligence not only academically but personally helps alleviate doing everything last minute. By setting aside a few hours a day for rigorous studies allows me to budget the rest of my time accordingly between my children, me and research to improve my career. I recommend a planner or calendar of some sort to keep you accountable for how your day is spent. Remember the dishes will be there, the laundry will eventually get folded, the paper will get written but time with your family can never be replaced, so make sure to schedule that time as well. It helps sometimes to step back regroup and get a perspective of why you are doing this and relax. According to Harvey and Leslie (2006) â€Å"†¦senior neonatal nurses can do much to develop an evidence and research culture on units and to guide program development. † This milestone is also a great goal of mine, to be able to make a difference in neonatal evidence based practice. To apply my knowledge, do research, better a prognosis and pass it on to the next generation of nurses. This should be a goal of every nurse to improve the medical field while being advocates for our patients. By building good time management skills now while I am still in school will help me prepare to continue doing so in my professional and personal life. In Harvey and Leslie (2006) it also states, â€Å"by developing a substantial community of people embedded in clinical settings and universities who can address these diverse issues surrounding research leadership, neonatal nursing will move to a new era of evidence based practice. In conclusion, I want to make a difference this is my short and long term professional and personal goal. To help my fellow student succeed in their endeavors when possible, but to also see my own children grow, prosper and head out into the world themselves. Cappleman (2004) describes â€Å"the process of initiating, maintaining, and eventually terminating the professional-family relationships. † I want the families to be comfortable talking with health care professionals as people not just doctors and nurses; to ask questions, learn how to care for their infants on their own. Cappleman (2004) witnessed â€Å"teaching mothers how to interpret their infants’ behavior, and helping them to acquire skills in caring for them, are therefore essential nursing activities. † I recommend becoming more than just a nurse to our patients; become a confidant, friend, mentor, shoulder to cry on giving them the necessary tools to eventually take care of themselves, but also making them feel comfortable in asking questions and talking to us when necessary. By breaking down these barriers we not only care for the medical needs but emotional and psychological as well. When we allow ourselves to become in tune with our patients by sharing of ourselves, our fears it shows that we are people too. This allows us to be more caring and sincere in our personal lives to show compassion and understanding for those around us. Although there is no formal training, time management issues, obstacles and milestones I have accomplished with difficulty, and more to come, my goal remains to become a neonatal nurse practioner, be an example to my children and make a difference in the world.

Impact of Organised Retail On Unorganised Retail

Impact of Organised Retail On Unorganised Retail Abstract The revolution in Indian retail industry has brought many sweeping changes and also opened door for many Indian as well as foreign players. In Indian scenario there is always a constant clash between challenges and opportunities but chances favors those companies that are trying to establish themselves. As every coin has two faces similarly it also has some pros and cons. In India about 96% of retail markets consist of unorganized retail players such as kirana stores. As a result of favorable demographic conditions such as changing life style of Indian consumers and government policies provide huge opportunities for Indian corporate houses as well as foreign players. If we compare today’s scenario with earlier we found that at that time the price and the delivery mode is totally different .at present the markets and their processes are more flexible in all aspects. The new Snow-white market places have started to replace the traditional bazaar – kind of dwarfed tiny corner kirana shop. India has highest shop density in the world. It has more than 1.5crores retail shop thus providing 2nd highest employment after agriculture. It employs 7% of total workforce and contributing more than 10% of India’s GDP.But have we ever thought that what by the entry of big retailers what will be happened to those unorganized retail kirana stores which constitute 96% of it? It may not have an immediate effect but in long run it might affect the small kirana stores and thus many people would loose there job , many families could get affected thus in long run we should not ignore this issue . The main purpose of this report to study the impact of organized retail on the small kirana stores and to find: How kirana stores can sustain themselves in long run? How they will cope in the competition from organized retail players? Are the steps taken by government enough for their safeguards? This paper discusses the various challenges faced by both organized as well as kirana stores in Delhi NCR and how both can sustain in equilibrium without much affecting each others. Introduction Retailing can be defined as the sale of goods or merchandise, from a fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the consumer. Retailing is a well recognized business function which compromises making available desired product in the desired quantity at the desired time. This creates a time, place and form utility for the consumer. The success of retailing is depend up on the efficient supply chain and assortment of merchandise mix. A well-developed supply chain reduces wastages and transaction cost thereby reducing the cost of inventories to be maintained by the producers and the traders. A reduction in the cost of inventory management leads to a reduction in the final price to the consumer. Retailing has been identified as a key source for promotion of textiles, processed foods, agricultural and horticultural products. Recently due to certain demographic and economic changes India retail sector has taken a new breathe. It has created a lot of opportunities for big corporate houses like Tatas , Reliance and Bharti etc as well as for many foreign players. As in present scenario Indian retail is in nascent stage therefore it is not much affecting the small kirana stores but in long run its affect can be ignore. Undoubtedly, revolution in retail is good for Indian consumers as well as government as it will increase the taxes i.e. income for government and consumer will have more choice. Broadly Indian retail sector can be classified into two segments: Unorganized retailing Unorganized retailing is characterized by a distorted real-estate market, poor infrastructure and inefficient upstream processes, lack of modern technology, inadequate funding and absence of skilled manpower. Therefore, there is a need to promote organized retailing. Organized Retailing Organized Retailing can be defined as a form of retailing whereby customers can buy goods in a similar purchase environment across more than one physical location for verticals from food, grocery, apparel, consumer durables, jewellery, footwear, beauty care, home dà ©cor, and books to music. In organized retailing a proper record is maintain by the government and retailers need to pay the tax to the government. What is the threat for local organized stores? India has highly fragmented retail industry. Today’s scenario India, still have of the traditional formats retailing .Today still local kirana shop, pan, bidi shop, hardware Store, weekly hatts,convenience stores bazaars etc.It constitute about 96% of retail market .About 12 million outlets operating in country and only 5% of them being larger than 500 square feet in size. In India it is very important to understand what role it pays in lives of Indian citizens from social as well as economic prospective. Retailing is probably the primary form of Disguised Unemployment In Our Country As we have over crowded agriculture sector and stagnating manufacturing sector and the low wages and hard work in both sectors forced many Indians to jump in service sector. Here due to lack of opportunities it is almost become a natural decision for an individual to set up a small shop or store depending upon his financial condition .Thus retailer is born by circumstance not by choice. Ultimately it provides job of more than 6 crores people where as organized retail provides employment to roughly 7 lakhs peoples. So the policy makes should be careful about these 6 crores peoples, whose livelihood may get in danger in future. Retail Industry Structure Global Scenario Worldwide retail industry is one of the most attracting industry being controlled by a handful of powerful corporations based mainly in the U.S and Europe, namely, Wal-Mart, Tesco, Carrefour and Metro. Beside these their are many others big MNC retailers but they have saturated in their home countries only and are looking for penetrating emerging markets like India, China and Russia. As these players are penetrating in these countries thus providing a world class shopping experience to the consumers. Today consumers become more demanding want world class products as well as not only buying but an experiential shopping. Thus shift in consumer behavior in these emerging markets attracting world biggest players. Also the saturation in US retail market and other existing markets in developed countries forcing them to move in new market like India and china. Retailing in United States Retail Sector is the second largest industry in U.S. both in number of establishments and number of employees. The U. S. retail industry generates $3.8 trillion in retail sales annually ($4.2 trillion if food service sales are included), that is approximately $11,993 per capita. Wal-Mart is the worlds largest retailer and the worlds largest company with more than $312 billion (USD) in sales annually. Wal-Mart employs 1.3 million associates in the United States and more than 400,000 internationally. The second largest retailer in the world is Frances Carrefour. Retail Trends in other Countries China had initially restricted FDI in retailing to only joint ventures at 49 percent foreign holding and only at specified locations subject to a ceiling on the number of stores. Malaysia, Indonesia, Thailand and Japan have enforced zoning restrictions for mega-retailers. There are minimal capital requirements for foreign retailers in Sri Lanka. The Philippines has imposed â€Å"sourcing† and reciprocity requirements on foreign retailers. In Japan, mega-retailers must seek the views and permission of small local stores before opening a new store. In the US, major cities such as Los Angeles, California, Chicago and New York City have restricted the opening of Wal-Mart stores within city limits. France enacted the Raffairin Act that regulates the growth of hypermarkets larger than 300 square feet. In Thailand, the government has set up an assistance fund for local retailers due to the impact of mega retailers. Share of Retail Market in world economy: Country Total Market ( bn US $) U.S 4030 Taiwan 40 Malaysia 20 Thailand 32 Indonesia 75 China 325 India 360 Indian Retail Scenario History Traditionally Indian Retail can be traced back from Weekly Markets, Melas, Village Fairs in Small towns and villages to Kirana stores, PDS outlets, Khadi Bhandaar, co-operative stores in Urban cities. The wave of retail began with various textile manufactures like Bombay Dyeing, Raymonds, S Kumar’s, and Grasim foraying into selling the product through their outlets and competition among FMCG players driving the forces towards retailing. The evolution of retailing lead to an emergence of various modern formats like Shopping malls, Super-marts, Hyper-marts,Departmental Stores, Apparel Stores, etc. catering to majorly all sectors of society providing the all-important 3Vs – Value, Variety and Volume. Retail Boom In India Indian Retail Sector is at its inflexion point awaiting multifold growth. The Retail Industry’s Size is presently Rs 1, 44,253 crores out of which the organized sector contributes to a mere 4 percent Of the market size, fairly dominated by scattered, unregulated, unorganized players. Retail sector is expected to grow in tandem to the GDP growth-rate. This sector is slated to be the biggest contributor to GDP of around 10 percent and has promisingly generated ~8 percent employment in India, which is moving towards a larger generation of employment opportunities in the times ahead. Future Of Organised Retailing In India Due to the urban-rural divide, organised retail will grow in the metros and large cities, followed by semi-urban and rural areas. Thus India is on the verge of an enormous multi-fold growth of organised retail. In a span of just 5 years, organised retail is expected to expand in urban cities besides making an entry in semi-urban and rural areas. Presently, the organised retail market is 4 percent of the total retail, that is around Rs 67,310 crore and is expected to compound at 27 percent per annum, aggregating to Rs 1,75,103 crore (7.44 percent of the total retail) in 2010-11. The retail industry is assumed to grow at GDP growth rate. The retail revolution signals softening of inflation rate on an yearly basis, due to elimination of intermediaries in retailing and passing on of all the benefits to the consumer. The mantra expediting the retail growth is ‘Consumer is the King’. Penetration of Organized Sector Organized Share of retail sector is expected to increase to 8-9 percent in 2010-11 from 4 percent in 2007. Segmental Growth of Retailing Food and Grocery This is the largest vertical of 74.4 percent of retail size compromising fruits and vegetables, milk and milk products, staples, cereals, grains, pulses, processed food, ready to cook and ready to eat meals, spices and other eatables. This is least penetrated segment across all verticals of around 1.5 percent, being the most untapped pie. According to NSSO 60th round, 54 percent of the rural and 42 percent of urban expenditure was on food. Apparels Clothing and textile is a large organized vertical dominated by textile manufacturers Raymond, Bombay Dyeing, Vimal, and by big retailers like Pantaloon, Pyramyd, Koutons having ~16.4 penetration level. Increasing disposable incomes and change in the lifestyle needs has pushed the segment. Consumer Durables The electronics and consumer durable is the biggest organized segment penetrated to ~20 percent. There lies more unearthed growth in the verticals as the craze for electronic gadgets have been picking up with the advent of nuclear families. Home Dà ©cor and furnishing The demand for furnishing is going to be spearheaded by a huge demand for the real-estate, paving way to tap the unorganized segment. Presently only a few players like Gautier, Godrej, Durian function as organized entities. Jewellery and Watches Titan is the early entrant in the segment followed by MNCs Oyzterbay, Tanishq, Swaroski, Orra, Gitanjali, D’damas driven by demand for fashion accessories, and huge advertising and promotion campaigns. Beauty Care The organised players in Beauty Care are HLL (Lakme Salons), Marico (Kaya), Health and Glow are having a huge growth impetus. Footwear Leaving aside the Apparel, Footwear segment is forming a big pie in the organised retail sector, expected to grow to greater heights with foreign payers like Crocs Inc. Books, Music and gifts In addition to Tier-II and Tier-III cities, the habit of reading books and listening to music is picking up among the Tier-I cities. The stores like Oxford Bookstore etc are experiencing this upswing. Organized Retail Growth in Indian Cities The Retail sector contributes to around 36 percent of GDP in India and is largest employment generator. The sector is dominated by small-scattered unorganised regional players, large players contributing to meager 10 percent of the total pie. Organised retail is at its nascent phase wherein the large organised retail groups are having aggressive expansion plans to penetrate the Metros and Tier I cities and establish themselves amongst rural masses of Tier I and Tier II cities. There lies a challenge for retailers to experiment with new value formats along with developing customer loyalties. Since there will be demographic shift in population growth, urbanization and migration due to transition in urban household growth and income distribution. The total retail market in the top 67 cities in India in 2006 was Rs. 2.55 trillion, which is expected to increase to Rs. 3.91 trillion in 2011. According to CRISIL, around 87 percent of the retail opportunity comes from top 25 cities compromising Metro Delhi, Mumbai, Calcutta, Mini Metros Hyderabad, Chennai, Bangalore, Mini Metros Ahmedabad and Pune, Tier I cities of Kanpur , Nagpur, Surat and Ludhiana, Tier II cities Coimbatore, Chandigarh, Lucknow, Kochi, Jaipur and Tier III cities Vadodara, Vizag, Indore, Vijaywada, Thiruvananthpuram, Bhopal, Nashik and Madurai. The levels of penetration in the top 67 cities are expected to leap. Organized retail has been established in Metros and Tier 1 cities, other cities having negligible level of penetration Retail Formats in India: Conventional Formats Kirana These are food and non-food neighborhood counter stores, also called ‘mom and pop stores’ in western countries. These are big chunks forming the segregated and unorganised retail segment. These are family-ownedand- run retail-outlets picking the goods from wholesalers totaling to around 12 million stores across India. Mandis These are the largest chunk of unorganised retail catering to urban and rural masses. Mandis are physically located at different regions to enhance convenient shopping. The sellers bring across various products like eatables,vegetables and fruits, pulses, cereals, spices etc. The most prominent of them are sabzi mandis found in most of the localities across India. Village Haats This form is operating in rural areas where buyers and sellers gather once in a week or month from nearby villages and small towns to cater their livelihood and leisure needs. These haats are a source of entertainment and socialization among rural masses. Push Cart Vendors The are categories of vendors roaming from door to door in various localities selling fruits, vegetables, and other eatables, from which mostly housewives makes purchases that too on credit. Modern organized retail formats: Shopping malls Area -60000-700000 square feet Point of differentiation: Multi format, Multi products, Multi brand caterings, Lifestyle needs. Hyper market Area: 50000 – 100000 square feet Point of differentiation: Multi vertical Super markets Area: 5000-10000 square feet. Point of differentiation: low cost, low margin high volume, self service operations design to serve total need for food, laundry household maintenance products. Departmental stores Area: 20000-30000 square feet. Point of differentiation: single vertical , several product lines Apparels store Area: 20000-25000 square feet Point of differentiation: Multi branded, Single vertical, focusing on high consumers Specialty stores Area:-2000-5000 square feet Point of differentiation: Narrow product line with deep assortment ,multi branded, Single vertical on specific needs of the customers. Exclusive formats Area: 500-5000 square feet Point of differentiation: Owned/Franchised, Single products 8. Convenience stores Area: 200-500 square feet Point of differentiation: Located near residential area, open long hours, seven days in a week, limited product line, high turnover Advantages of conventional Modern Organized retail formats Conventional formats: Low operating cost Overheads. Proximity to consumers. Low operating hours. Strong relations with customers. Modern organized retail formats: Large bargaining power with suppliers. Range variety of goods. Quality assurance( Brand related, durability) Convenience Hygiene Business Models suiting Indian Scenario Cash--carry Wholesale Model Cash--carry is a form of retail trade in which goods are sold from a wholesale warehouse operated either on a self-service basis where customers settle the invoice on-the-spot or pay cash and carry the goods away themselves. The cash--carry player also performs many value-added functions, including selling and promoting, buying and assortment building, bulk-breaking, warehousing, transporting, financing, risk-bearing, supplying market information, and providing management services. Hub-and-spoke Model Retail Chains are entering residential areas with the hub-andspoke model, whereby one large store supports various smaller stores in the nearby residential areas. This is win-win model is well-suited to the Indian business scene where large stores obtain supplies from the warehouse and supplies to the consumers, involving both large payers acting as wholesalers and local kiranas as retail outlets. With efficient supply chain management, availability of space and proper technology in place, this will not take much time. The Piramyd Retail’s Trumart Stores (food and grocery) in Mumbai and Pune are based on a similar model. Growth Enabling Factors Higher Disposable Income The disposable income has been showing a rapid increase from the last few years and is expected to grow steadily because the proportion of the major consuming class (population having incomes higher than Rs 90,000) is expected to reach 48 percent by 2009-10 from 20 percent in 1995-95, at the 2001-02 prices, at a CAGR of 9.3 percent over the next 8 years leading to new consumption patterns due to increasing depth in the consumers’ pocket. Growing Working women population The propensity to spend in the case of working women is higher by 1.3 times as compared by housewives. According to the census report, the population of working women increased to 26 percent in 2001 as compared to 22 percent in 1991. Adoption of Nuclear Family culture The increase in per capita income paved way to increase the nuclear-family culture. The proportion of nuclear families as a percentage of total household population has increased as shown by fall in average household size from 5.57 in 1991to 5.36 in 2007, expected to fall further to 5.02 by 2011. This will fuel the growth of organised retail. Baby Boomer Effect The demographics of Indian population has a steep growth in earning population (15-60 yrs). In 2000, 593 million people (58.3 percent of total population) constituted the age bracket of 15-60 yrs – growing from an unprecedented level of 335 million people (54 percent of total population) in 1975 at a rate of 77 percent (CAGR of 2.3 percent) in contrast to a population growth of 64 percent (CAGR of 2 percent) over the same period of 25 years. Over the next 15 years, the earning population is expected to increase to 62.8 percent in 2015, translating into a population of 782 million. Growth in Urban Population Urbanization has increased at a rate of 2.7 percent over the last 10 years (1990-2000). In 2000, the urban population was estimated to be 281 million (27.7 percent of the total population). This trend is likely to continue and urbanization is expected to grow at 2.4 percent between 2000 and 2015. In 2015 the urban population is expected to be 401 million, constituting 32.2 percent of the total population. Robust Outlook towards Branded products Due to liberalization of manufacturing sector, various organized branded products have entered into Indian markets, thereby developing and widening the basket for branded finished goods. With the advent of International competition, new trends and lifestyles are evolving among India masses resulting into 10-15 percent growth in branded products. This has established the base for organized retail market in India. Growth in Retail Malls and various other new Formats Real Estate players like Raheja’s, Future Group, DLF, Omaxe, Piramal Group, Parsvnath, Unitech are developing retail malls and leasing out the retail spaces to various retailers of varied products making it a one-stop shopping destinations in urban and semi-urban cities. These shopping-cum-entertainment malls are wooing young buyers to increase their conversion rate backed by increasing foot-falls. Around 358 malls have come up by 2007, covering a total space of 87 million square feet, thereby pushing organised retail to new heights. Plastic Money becoming a greater Pie of credit The use of plastic money in the form of debit and credit cards has expanded multifold in last 5 years. The number of credit cards has grown at a CAGR of 28 percent and debit cards galloped by 140 percent. The customers have adopted the habit of electronic payments and leveraging their pockets shifting from basic needs to lifestyle products. Swot Analysis of Organized Stores Strength: As being technology intensive .these stores are able to forecast customer demand, shorten lead time reduce inventory holding ultimately save cost. Wide assortment show customer has variety of choice Weakness: Despite of high footfall the conversion rate is very low. As a result retail measure experiencing an ROI of only 8% to 10% Organized stores have less customer loyalty as compare to unorganized stores. Low customer knowledge Lack of personal touch Opportunities: Indian middle class is already 30 crores projected to grow to over 60 crores by 2010 making India one of the largest consumer markets in the world. According to KSA projections by 2015 India will have 55 crores people under the age of 20 reflecting the enormous opportunities possible in the kids teens retailing segments. Threats: High real estate rent. Poor Infrastructure Less develop shopping culture. Due to fragmented market high distribution cost. Swot Analysis of Unorganized Stores Strength: Located in prime residential area. Rental for large stores in these area are generally not available. They enjoy a near monopoly in area that is backward or do not have a population with sustainable purchasing power like rural areas. since organized retailer are unlikely to enter such reasons Weakness: Do not provide quality assurance. Less concern about ambience hygiene issue. Opportunities: Low capital requirements Proximity to consumers and strong relationship help them to gauge .Customer needs stock accordingly thus gaining more business. Threats: Increase in use of credit cards With huge stores coming up in catchments areas of 5-7 km of approachable distance larges chains planning to set up hub spoke, smaller stores. So the very existence of traditional store is in danger. Low or no bargaining power due to small scale of operations Due to smaller in size unable to stock a variety of goods. Provide not many options to the customers. Why Indian consumers want more experiential shopping today? The Indian consumer is changing rapidly. The average consumer today is richer, younger and more aspirational in his or her needs than ever before. Consumers now value convenience and choice on a par with getting value for their hard-earned money. A range of modern retailers is attempting to serve the needs of the ‘new’ Indian consumer. Today Indian consumers want not only buying but a full shopping experience. For this one of the important factors responsible is change in life style as well as disposable income. As per Indian consumer’s map , approximately 209 million of total household in India 6 millions are rich having annual income of more than US$ 4700 .this number were 1 million household in 1994 and 3 million households in 1999-00 thus this class is growing very rapidly. About 50% of these families are living in metros and spending more than eighteen billion annually. As per the need of these families around 62% market for premium products is concentrated in Mumbai, Bangalore, Chennai and Kolkata. But now retail market is moving toward big and also small cities . India’s 8.5% of the retail market concentrated in 8 big cities .As per an estimate among rich class top most 1 million customers comes under superrich category growing by 20% per annum and shows behavior similar to international consumers . While this segment is worth targeting for high-end premium products, it is not the key driver of the organized retail sector. The real driver of the Indian retail sector is the bottom 80% of the first layer and the upper half of the second layer of the income map (see ‘Map of India’s income classes’ below). This segment of about 40 million households earns USD 4,000-10,000 per household and comprises salaried employees and self-employed professionals. This segment is expected to grow to 65 million households by 2010 and is currently the key driver behind explosive growth in passenger car sales (USD 5 billion in 2004) and mobile phone penetration (over 70 million). The top 6 Indian cities -Mumbai, Delhi, Chennai, Kolkata, Bangalore and Hyderabad -are the darlings of India’s exploding economy. They represent 6% of the population, but contribute 14% of India’s GDP. They are the centers of business, finance, politics and the emerging sunrise industries such as IT, pharma and ITeS, which have put India on the global map. These cities are also the barometer of India’s economic development and most foreign investors have flocked here. Are Indian consumers are ready for organize retail? By the end of 20th century in Indian retail sector too many significant changes has taken place. The retailing industry, which in early1990s was dominated by the unorganized sector, is now going a drastic change with a rapid growth in the organized sector with the entry of many corporate groups such as Tata, RPG, ITC and Bennett Coleman Company. Now Indian consumers are much aware about domestic and foreign products by the different source of media, such as newspaper ,television and the internet Apart from this there are too many social changes like increase in working couples , increase in number of nuclear families , rapid Urbanization.goverment policies ,increase in availability of retail space , increase in disposable income , availability of educated manpower also catalyzed the growth of organize retail . Food retailing was the most important area where players like food worlds establishing their outlets all over the India. Beside it supermarket and departmental stores now replacing traditional grocery stores all over the India , by the entry of fast foods (McDonalds), packaged foods (MTR), vending machines and specialty beverage parlors (Nescafe, Tata Tea, Cafe Coffee and Barista) brought about significant changes in the eating habits of Indian consumers. Literature Review Indian retail sector still has long way to go till now many research work and articles have been return over Indian retail. These articles and research work mainly focus upon huge untapped markets in Indian retail. They mainly talk about the opportunities available in the Indian market for the growth of organized retail. Some of the important research paper and articles which inspired me and catalyzed my thinking process over this topic are: â€Å"The evolving retail market in India† was written by Dale Anne Raiss and Ranjan biswas working as partner and head of market at Ernst Young .In this report they talk about largely untapped potential in retailing in India. They also tal Impact of Organised Retail On Unorganised Retail Impact of Organised Retail On Unorganised Retail Abstract The revolution in Indian retail industry has brought many sweeping changes and also opened door for many Indian as well as foreign players. In Indian scenario there is always a constant clash between challenges and opportunities but chances favors those companies that are trying to establish themselves. As every coin has two faces similarly it also has some pros and cons. In India about 96% of retail markets consist of unorganized retail players such as kirana stores. As a result of favorable demographic conditions such as changing life style of Indian consumers and government policies provide huge opportunities for Indian corporate houses as well as foreign players. If we compare today’s scenario with earlier we found that at that time the price and the delivery mode is totally different .at present the markets and their processes are more flexible in all aspects. The new Snow-white market places have started to replace the traditional bazaar – kind of dwarfed tiny corner kirana shop. India has highest shop density in the world. It has more than 1.5crores retail shop thus providing 2nd highest employment after agriculture. It employs 7% of total workforce and contributing more than 10% of India’s GDP.But have we ever thought that what by the entry of big retailers what will be happened to those unorganized retail kirana stores which constitute 96% of it? It may not have an immediate effect but in long run it might affect the small kirana stores and thus many people would loose there job , many families could get affected thus in long run we should not ignore this issue . The main purpose of this report to study the impact of organized retail on the small kirana stores and to find: How kirana stores can sustain themselves in long run? How they will cope in the competition from organized retail players? Are the steps taken by government enough for their safeguards? This paper discusses the various challenges faced by both organized as well as kirana stores in Delhi NCR and how both can sustain in equilibrium without much affecting each others. Introduction Retailing can be defined as the sale of goods or merchandise, from a fixed location such as a department store or kiosk, in small or individual lots for direct consumption by the consumer. Retailing is a well recognized business function which compromises making available desired product in the desired quantity at the desired time. This creates a time, place and form utility for the consumer. The success of retailing is depend up on the efficient supply chain and assortment of merchandise mix. A well-developed supply chain reduces wastages and transaction cost thereby reducing the cost of inventories to be maintained by the producers and the traders. A reduction in the cost of inventory management leads to a reduction in the final price to the consumer. Retailing has been identified as a key source for promotion of textiles, processed foods, agricultural and horticultural products. Recently due to certain demographic and economic changes India retail sector has taken a new breathe. It has created a lot of opportunities for big corporate houses like Tatas , Reliance and Bharti etc as well as for many foreign players. As in present scenario Indian retail is in nascent stage therefore it is not much affecting the small kirana stores but in long run its affect can be ignore. Undoubtedly, revolution in retail is good for Indian consumers as well as government as it will increase the taxes i.e. income for government and consumer will have more choice. Broadly Indian retail sector can be classified into two segments: Unorganized retailing Unorganized retailing is characterized by a distorted real-estate market, poor infrastructure and inefficient upstream processes, lack of modern technology, inadequate funding and absence of skilled manpower. Therefore, there is a need to promote organized retailing. Organized Retailing Organized Retailing can be defined as a form of retailing whereby customers can buy goods in a similar purchase environment across more than one physical location for verticals from food, grocery, apparel, consumer durables, jewellery, footwear, beauty care, home dà ©cor, and books to music. In organized retailing a proper record is maintain by the government and retailers need to pay the tax to the government. What is the threat for local organized stores? India has highly fragmented retail industry. Today’s scenario India, still have of the traditional formats retailing .Today still local kirana shop, pan, bidi shop, hardware Store, weekly hatts,convenience stores bazaars etc.It constitute about 96% of retail market .About 12 million outlets operating in country and only 5% of them being larger than 500 square feet in size. In India it is very important to understand what role it pays in lives of Indian citizens from social as well as economic prospective. Retailing is probably the primary form of Disguised Unemployment In Our Country As we have over crowded agriculture sector and stagnating manufacturing sector and the low wages and hard work in both sectors forced many Indians to jump in service sector. Here due to lack of opportunities it is almost become a natural decision for an individual to set up a small shop or store depending upon his financial condition .Thus retailer is born by circumstance not by choice. Ultimately it provides job of more than 6 crores people where as organized retail provides employment to roughly 7 lakhs peoples. So the policy makes should be careful about these 6 crores peoples, whose livelihood may get in danger in future. Retail Industry Structure Global Scenario Worldwide retail industry is one of the most attracting industry being controlled by a handful of powerful corporations based mainly in the U.S and Europe, namely, Wal-Mart, Tesco, Carrefour and Metro. Beside these their are many others big MNC retailers but they have saturated in their home countries only and are looking for penetrating emerging markets like India, China and Russia. As these players are penetrating in these countries thus providing a world class shopping experience to the consumers. Today consumers become more demanding want world class products as well as not only buying but an experiential shopping. Thus shift in consumer behavior in these emerging markets attracting world biggest players. Also the saturation in US retail market and other existing markets in developed countries forcing them to move in new market like India and china. Retailing in United States Retail Sector is the second largest industry in U.S. both in number of establishments and number of employees. The U. S. retail industry generates $3.8 trillion in retail sales annually ($4.2 trillion if food service sales are included), that is approximately $11,993 per capita. Wal-Mart is the worlds largest retailer and the worlds largest company with more than $312 billion (USD) in sales annually. Wal-Mart employs 1.3 million associates in the United States and more than 400,000 internationally. The second largest retailer in the world is Frances Carrefour. Retail Trends in other Countries China had initially restricted FDI in retailing to only joint ventures at 49 percent foreign holding and only at specified locations subject to a ceiling on the number of stores. Malaysia, Indonesia, Thailand and Japan have enforced zoning restrictions for mega-retailers. There are minimal capital requirements for foreign retailers in Sri Lanka. The Philippines has imposed â€Å"sourcing† and reciprocity requirements on foreign retailers. In Japan, mega-retailers must seek the views and permission of small local stores before opening a new store. In the US, major cities such as Los Angeles, California, Chicago and New York City have restricted the opening of Wal-Mart stores within city limits. France enacted the Raffairin Act that regulates the growth of hypermarkets larger than 300 square feet. In Thailand, the government has set up an assistance fund for local retailers due to the impact of mega retailers. Share of Retail Market in world economy: Country Total Market ( bn US $) U.S 4030 Taiwan 40 Malaysia 20 Thailand 32 Indonesia 75 China 325 India 360 Indian Retail Scenario History Traditionally Indian Retail can be traced back from Weekly Markets, Melas, Village Fairs in Small towns and villages to Kirana stores, PDS outlets, Khadi Bhandaar, co-operative stores in Urban cities. The wave of retail began with various textile manufactures like Bombay Dyeing, Raymonds, S Kumar’s, and Grasim foraying into selling the product through their outlets and competition among FMCG players driving the forces towards retailing. The evolution of retailing lead to an emergence of various modern formats like Shopping malls, Super-marts, Hyper-marts,Departmental Stores, Apparel Stores, etc. catering to majorly all sectors of society providing the all-important 3Vs – Value, Variety and Volume. Retail Boom In India Indian Retail Sector is at its inflexion point awaiting multifold growth. The Retail Industry’s Size is presently Rs 1, 44,253 crores out of which the organized sector contributes to a mere 4 percent Of the market size, fairly dominated by scattered, unregulated, unorganized players. Retail sector is expected to grow in tandem to the GDP growth-rate. This sector is slated to be the biggest contributor to GDP of around 10 percent and has promisingly generated ~8 percent employment in India, which is moving towards a larger generation of employment opportunities in the times ahead. Future Of Organised Retailing In India Due to the urban-rural divide, organised retail will grow in the metros and large cities, followed by semi-urban and rural areas. Thus India is on the verge of an enormous multi-fold growth of organised retail. In a span of just 5 years, organised retail is expected to expand in urban cities besides making an entry in semi-urban and rural areas. Presently, the organised retail market is 4 percent of the total retail, that is around Rs 67,310 crore and is expected to compound at 27 percent per annum, aggregating to Rs 1,75,103 crore (7.44 percent of the total retail) in 2010-11. The retail industry is assumed to grow at GDP growth rate. The retail revolution signals softening of inflation rate on an yearly basis, due to elimination of intermediaries in retailing and passing on of all the benefits to the consumer. The mantra expediting the retail growth is ‘Consumer is the King’. Penetration of Organized Sector Organized Share of retail sector is expected to increase to 8-9 percent in 2010-11 from 4 percent in 2007. Segmental Growth of Retailing Food and Grocery This is the largest vertical of 74.4 percent of retail size compromising fruits and vegetables, milk and milk products, staples, cereals, grains, pulses, processed food, ready to cook and ready to eat meals, spices and other eatables. This is least penetrated segment across all verticals of around 1.5 percent, being the most untapped pie. According to NSSO 60th round, 54 percent of the rural and 42 percent of urban expenditure was on food. Apparels Clothing and textile is a large organized vertical dominated by textile manufacturers Raymond, Bombay Dyeing, Vimal, and by big retailers like Pantaloon, Pyramyd, Koutons having ~16.4 penetration level. Increasing disposable incomes and change in the lifestyle needs has pushed the segment. Consumer Durables The electronics and consumer durable is the biggest organized segment penetrated to ~20 percent. There lies more unearthed growth in the verticals as the craze for electronic gadgets have been picking up with the advent of nuclear families. Home Dà ©cor and furnishing The demand for furnishing is going to be spearheaded by a huge demand for the real-estate, paving way to tap the unorganized segment. Presently only a few players like Gautier, Godrej, Durian function as organized entities. Jewellery and Watches Titan is the early entrant in the segment followed by MNCs Oyzterbay, Tanishq, Swaroski, Orra, Gitanjali, D’damas driven by demand for fashion accessories, and huge advertising and promotion campaigns. Beauty Care The organised players in Beauty Care are HLL (Lakme Salons), Marico (Kaya), Health and Glow are having a huge growth impetus. Footwear Leaving aside the Apparel, Footwear segment is forming a big pie in the organised retail sector, expected to grow to greater heights with foreign payers like Crocs Inc. Books, Music and gifts In addition to Tier-II and Tier-III cities, the habit of reading books and listening to music is picking up among the Tier-I cities. The stores like Oxford Bookstore etc are experiencing this upswing. Organized Retail Growth in Indian Cities The Retail sector contributes to around 36 percent of GDP in India and is largest employment generator. The sector is dominated by small-scattered unorganised regional players, large players contributing to meager 10 percent of the total pie. Organised retail is at its nascent phase wherein the large organised retail groups are having aggressive expansion plans to penetrate the Metros and Tier I cities and establish themselves amongst rural masses of Tier I and Tier II cities. There lies a challenge for retailers to experiment with new value formats along with developing customer loyalties. Since there will be demographic shift in population growth, urbanization and migration due to transition in urban household growth and income distribution. The total retail market in the top 67 cities in India in 2006 was Rs. 2.55 trillion, which is expected to increase to Rs. 3.91 trillion in 2011. According to CRISIL, around 87 percent of the retail opportunity comes from top 25 cities compromising Metro Delhi, Mumbai, Calcutta, Mini Metros Hyderabad, Chennai, Bangalore, Mini Metros Ahmedabad and Pune, Tier I cities of Kanpur , Nagpur, Surat and Ludhiana, Tier II cities Coimbatore, Chandigarh, Lucknow, Kochi, Jaipur and Tier III cities Vadodara, Vizag, Indore, Vijaywada, Thiruvananthpuram, Bhopal, Nashik and Madurai. The levels of penetration in the top 67 cities are expected to leap. Organized retail has been established in Metros and Tier 1 cities, other cities having negligible level of penetration Retail Formats in India: Conventional Formats Kirana These are food and non-food neighborhood counter stores, also called ‘mom and pop stores’ in western countries. These are big chunks forming the segregated and unorganised retail segment. These are family-ownedand- run retail-outlets picking the goods from wholesalers totaling to around 12 million stores across India. Mandis These are the largest chunk of unorganised retail catering to urban and rural masses. Mandis are physically located at different regions to enhance convenient shopping. The sellers bring across various products like eatables,vegetables and fruits, pulses, cereals, spices etc. The most prominent of them are sabzi mandis found in most of the localities across India. Village Haats This form is operating in rural areas where buyers and sellers gather once in a week or month from nearby villages and small towns to cater their livelihood and leisure needs. These haats are a source of entertainment and socialization among rural masses. Push Cart Vendors The are categories of vendors roaming from door to door in various localities selling fruits, vegetables, and other eatables, from which mostly housewives makes purchases that too on credit. Modern organized retail formats: Shopping malls Area -60000-700000 square feet Point of differentiation: Multi format, Multi products, Multi brand caterings, Lifestyle needs. Hyper market Area: 50000 – 100000 square feet Point of differentiation: Multi vertical Super markets Area: 5000-10000 square feet. Point of differentiation: low cost, low margin high volume, self service operations design to serve total need for food, laundry household maintenance products. Departmental stores Area: 20000-30000 square feet. Point of differentiation: single vertical , several product lines Apparels store Area: 20000-25000 square feet Point of differentiation: Multi branded, Single vertical, focusing on high consumers Specialty stores Area:-2000-5000 square feet Point of differentiation: Narrow product line with deep assortment ,multi branded, Single vertical on specific needs of the customers. Exclusive formats Area: 500-5000 square feet Point of differentiation: Owned/Franchised, Single products 8. Convenience stores Area: 200-500 square feet Point of differentiation: Located near residential area, open long hours, seven days in a week, limited product line, high turnover Advantages of conventional Modern Organized retail formats Conventional formats: Low operating cost Overheads. Proximity to consumers. Low operating hours. Strong relations with customers. Modern organized retail formats: Large bargaining power with suppliers. Range variety of goods. Quality assurance( Brand related, durability) Convenience Hygiene Business Models suiting Indian Scenario Cash--carry Wholesale Model Cash--carry is a form of retail trade in which goods are sold from a wholesale warehouse operated either on a self-service basis where customers settle the invoice on-the-spot or pay cash and carry the goods away themselves. The cash--carry player also performs many value-added functions, including selling and promoting, buying and assortment building, bulk-breaking, warehousing, transporting, financing, risk-bearing, supplying market information, and providing management services. Hub-and-spoke Model Retail Chains are entering residential areas with the hub-andspoke model, whereby one large store supports various smaller stores in the nearby residential areas. This is win-win model is well-suited to the Indian business scene where large stores obtain supplies from the warehouse and supplies to the consumers, involving both large payers acting as wholesalers and local kiranas as retail outlets. With efficient supply chain management, availability of space and proper technology in place, this will not take much time. The Piramyd Retail’s Trumart Stores (food and grocery) in Mumbai and Pune are based on a similar model. Growth Enabling Factors Higher Disposable Income The disposable income has been showing a rapid increase from the last few years and is expected to grow steadily because the proportion of the major consuming class (population having incomes higher than Rs 90,000) is expected to reach 48 percent by 2009-10 from 20 percent in 1995-95, at the 2001-02 prices, at a CAGR of 9.3 percent over the next 8 years leading to new consumption patterns due to increasing depth in the consumers’ pocket. Growing Working women population The propensity to spend in the case of working women is higher by 1.3 times as compared by housewives. According to the census report, the population of working women increased to 26 percent in 2001 as compared to 22 percent in 1991. Adoption of Nuclear Family culture The increase in per capita income paved way to increase the nuclear-family culture. The proportion of nuclear families as a percentage of total household population has increased as shown by fall in average household size from 5.57 in 1991to 5.36 in 2007, expected to fall further to 5.02 by 2011. This will fuel the growth of organised retail. Baby Boomer Effect The demographics of Indian population has a steep growth in earning population (15-60 yrs). In 2000, 593 million people (58.3 percent of total population) constituted the age bracket of 15-60 yrs – growing from an unprecedented level of 335 million people (54 percent of total population) in 1975 at a rate of 77 percent (CAGR of 2.3 percent) in contrast to a population growth of 64 percent (CAGR of 2 percent) over the same period of 25 years. Over the next 15 years, the earning population is expected to increase to 62.8 percent in 2015, translating into a population of 782 million. Growth in Urban Population Urbanization has increased at a rate of 2.7 percent over the last 10 years (1990-2000). In 2000, the urban population was estimated to be 281 million (27.7 percent of the total population). This trend is likely to continue and urbanization is expected to grow at 2.4 percent between 2000 and 2015. In 2015 the urban population is expected to be 401 million, constituting 32.2 percent of the total population. Robust Outlook towards Branded products Due to liberalization of manufacturing sector, various organized branded products have entered into Indian markets, thereby developing and widening the basket for branded finished goods. With the advent of International competition, new trends and lifestyles are evolving among India masses resulting into 10-15 percent growth in branded products. This has established the base for organized retail market in India. Growth in Retail Malls and various other new Formats Real Estate players like Raheja’s, Future Group, DLF, Omaxe, Piramal Group, Parsvnath, Unitech are developing retail malls and leasing out the retail spaces to various retailers of varied products making it a one-stop shopping destinations in urban and semi-urban cities. These shopping-cum-entertainment malls are wooing young buyers to increase their conversion rate backed by increasing foot-falls. Around 358 malls have come up by 2007, covering a total space of 87 million square feet, thereby pushing organised retail to new heights. Plastic Money becoming a greater Pie of credit The use of plastic money in the form of debit and credit cards has expanded multifold in last 5 years. The number of credit cards has grown at a CAGR of 28 percent and debit cards galloped by 140 percent. The customers have adopted the habit of electronic payments and leveraging their pockets shifting from basic needs to lifestyle products. Swot Analysis of Organized Stores Strength: As being technology intensive .these stores are able to forecast customer demand, shorten lead time reduce inventory holding ultimately save cost. Wide assortment show customer has variety of choice Weakness: Despite of high footfall the conversion rate is very low. As a result retail measure experiencing an ROI of only 8% to 10% Organized stores have less customer loyalty as compare to unorganized stores. Low customer knowledge Lack of personal touch Opportunities: Indian middle class is already 30 crores projected to grow to over 60 crores by 2010 making India one of the largest consumer markets in the world. According to KSA projections by 2015 India will have 55 crores people under the age of 20 reflecting the enormous opportunities possible in the kids teens retailing segments. Threats: High real estate rent. Poor Infrastructure Less develop shopping culture. Due to fragmented market high distribution cost. Swot Analysis of Unorganized Stores Strength: Located in prime residential area. Rental for large stores in these area are generally not available. They enjoy a near monopoly in area that is backward or do not have a population with sustainable purchasing power like rural areas. since organized retailer are unlikely to enter such reasons Weakness: Do not provide quality assurance. Less concern about ambience hygiene issue. Opportunities: Low capital requirements Proximity to consumers and strong relationship help them to gauge .Customer needs stock accordingly thus gaining more business. Threats: Increase in use of credit cards With huge stores coming up in catchments areas of 5-7 km of approachable distance larges chains planning to set up hub spoke, smaller stores. So the very existence of traditional store is in danger. Low or no bargaining power due to small scale of operations Due to smaller in size unable to stock a variety of goods. Provide not many options to the customers. Why Indian consumers want more experiential shopping today? The Indian consumer is changing rapidly. The average consumer today is richer, younger and more aspirational in his or her needs than ever before. Consumers now value convenience and choice on a par with getting value for their hard-earned money. A range of modern retailers is attempting to serve the needs of the ‘new’ Indian consumer. Today Indian consumers want not only buying but a full shopping experience. For this one of the important factors responsible is change in life style as well as disposable income. As per Indian consumer’s map , approximately 209 million of total household in India 6 millions are rich having annual income of more than US$ 4700 .this number were 1 million household in 1994 and 3 million households in 1999-00 thus this class is growing very rapidly. About 50% of these families are living in metros and spending more than eighteen billion annually. As per the need of these families around 62% market for premium products is concentrated in Mumbai, Bangalore, Chennai and Kolkata. But now retail market is moving toward big and also small cities . India’s 8.5% of the retail market concentrated in 8 big cities .As per an estimate among rich class top most 1 million customers comes under superrich category growing by 20% per annum and shows behavior similar to international consumers . While this segment is worth targeting for high-end premium products, it is not the key driver of the organized retail sector. The real driver of the Indian retail sector is the bottom 80% of the first layer and the upper half of the second layer of the income map (see ‘Map of India’s income classes’ below). This segment of about 40 million households earns USD 4,000-10,000 per household and comprises salaried employees and self-employed professionals. This segment is expected to grow to 65 million households by 2010 and is currently the key driver behind explosive growth in passenger car sales (USD 5 billion in 2004) and mobile phone penetration (over 70 million). The top 6 Indian cities -Mumbai, Delhi, Chennai, Kolkata, Bangalore and Hyderabad -are the darlings of India’s exploding economy. They represent 6% of the population, but contribute 14% of India’s GDP. They are the centers of business, finance, politics and the emerging sunrise industries such as IT, pharma and ITeS, which have put India on the global map. These cities are also the barometer of India’s economic development and most foreign investors have flocked here. Are Indian consumers are ready for organize retail? By the end of 20th century in Indian retail sector too many significant changes has taken place. The retailing industry, which in early1990s was dominated by the unorganized sector, is now going a drastic change with a rapid growth in the organized sector with the entry of many corporate groups such as Tata, RPG, ITC and Bennett Coleman Company. Now Indian consumers are much aware about domestic and foreign products by the different source of media, such as newspaper ,television and the internet Apart from this there are too many social changes like increase in working couples , increase in number of nuclear families , rapid Urbanization.goverment policies ,increase in availability of retail space , increase in disposable income , availability of educated manpower also catalyzed the growth of organize retail . Food retailing was the most important area where players like food worlds establishing their outlets all over the India. Beside it supermarket and departmental stores now replacing traditional grocery stores all over the India , by the entry of fast foods (McDonalds), packaged foods (MTR), vending machines and specialty beverage parlors (Nescafe, Tata Tea, Cafe Coffee and Barista) brought about significant changes in the eating habits of Indian consumers. Literature Review Indian retail sector still has long way to go till now many research work and articles have been return over Indian retail. These articles and research work mainly focus upon huge untapped markets in Indian retail. They mainly talk about the opportunities available in the Indian market for the growth of organized retail. Some of the important research paper and articles which inspired me and catalyzed my thinking process over this topic are: â€Å"The evolving retail market in India† was written by Dale Anne Raiss and Ranjan biswas working as partner and head of market at Ernst Young .In this report they talk about largely untapped potential in retailing in India. They also tal