Marketing Strategies

of

INSTITUTE OF MANAGEMNT AND

TECHNOLOGY
RAJ NAGAR, GHAZIABAD, DELHI NCR,
UTTAR PRADESH 201001

SUBMITTED BY :
VANDANA KAUSHAL
 Student Declaration

I hereby declare that the project report entitled MARKETING STRATEGIES OF HUL submitted in partial
fulfillment of the requirement for the award degree of POST GRADUATION DIPLOMA OF
MANAGEMENT is my original work and not submitted for the award of any other degree, diploma,
fellowship or any other similar title or prizes anywhere else.

VANDANA KAUSHAL

2
 ACKNOWLEDGEMENT

I wish to express my heartfelt appreciation to many who have contributed to this

study. I wish to express my gratitude to Mr. Vikram Gupta, my senior guide, who
provided me with constant impetus to complete this project.

VANDANA KAUSHAL

3
 ACKNOWLEDGEMENT

Words express everything Mouth Co-

ordinates,
When it comes to gratitude, Heart comes to
play.

There is always a sense of gratitude which one expresses to other

people for their helpful and needy service they render during phases of
life. I too would like to do the same as I really wish to express my
gratitude to those who have been helpful to me in getting this project
complete.

I am also indebted to all the faculty members of center for management

technology for providing consistent encouragement and congenial atmosphere to
complete the research report.

VANDANA KAUSHAL
PGDM

4
 TABLE OF CONTENTS

Executive Summary
Introduction
Company Profile
Current Market Context
Exports Portfolios
Corporate Management
Research & Innovation Centre
Safety & Health Policy
Market Strategies
HLL Distribution Network
Pioneering Channels
Hindustan Unilever Ltd.
Competitors
Research Methodology
Future Scope
Findings, Data Analysis & Conclusion
Recommendations
Suggestions
Limitations
Bibliography
(Annexure) Questionnaire

5
 EXECUTIVE SUMMARY

Hindustan Unilever Limited (HUL) is Indias largest Fast Moving

Consumer Goods Company, touching the lives of two out of three
Indians with over 20 distinct categories in Home & Personal Care
Products and Foods & Beverages. They endow the company with a
scale of combined volumes of about 4 million units and sales of Rs.10,
000 crores.

HUL is also one of the countrys largest exporters; it has been

recognized as a Golden Super Star Trading House by the Government
of India. Hence, research aims is that to study the existing marketing
practices, emerging marketing plans and understanding companies
business strategy with its profile. The main recommendations have
been made on the addressing of the advertising message to the
customers. An attempt has been made to formulate the
communication in a way to build it on a platform of the basic need for
buying HUL products. In another recommendation the suggestions
towards better dealer interest in HUL products has been given a
chance.

6
The research is based primarily on primary data; however few
references to industry figures from secondary data have been made.
Data has been collected through in depth interviews and administered
questionnaires.

The study has given the researchers an inside of the Consumer

durable Industry and an opportunity to use the theoretical knowledge
in live project.

7
 INTRODUCTION

Over 100 years' link with India. In the summer of 1888, visitors to the
Kolkata harbor & noticed crates full of Sunlight soap bars, embossed
with the words "Made in England by Lever Brothers". With it, began an
era of marketing branded. Fast Moving Consumer Goods (FMCG).

Soon after followed Lifebuoy in 1895 and other famous brands like
Pears, Lux and Vim. Vanaspati was launched in 1918 and the famous
Dalda brand came to the market in 1937.

In 1931, Unilever set up its first Indian subsidiary, Hindustan

Vanaspati Manufacturing Company, followed by Lever Brothers India
Limited (1933) and United Traders Limited (1935). These three
companies merged to form HUL in November 1956; HUL offered 10%
of its equity to the Indian public, being the first among the foreign
subsidiaries to do so. Unilever now holds 51.55% equity in the
company. The rest of the shareholding is distributed among about
380,000 individual shareholders and financial institutions.

The erstwhile Brooke Bond's presence in India dates back to 1900. By

1903, the company had launched Red Label tea in the country. In
1912, Brooke Bond & Co. India Limited was formed. Brooke Bond
joined the Unilever fold in 1984 through an international acquisition.
The erstwhile Lipton's links with India were forged in 1898. Unilever
acquired Lipton in 1972, and in 1977 Lipton Tea (India) Limited was
incorporated.

Pond's (India) Limited had been present in India since 1947. It joined

8
the Unilever fold through an international acquisition of Chesebrough
Pond's USA in 1986.

Since the very early years, HUL has vigorously responded to the
stimulus of economic growth. The growth process has been
accompanied by judicious diversification, always in line with Indian
opinions and aspirations.

The liberalization of the Indian economy, started in 1991, clearly

marked an inflexion in HUL's and the Group's growth curve. Removal
of the regulatory framework allowed the company to explore every
single product and opportunity segment, without any constraints on
production capacity.

Simultaneously, deregulation permitted alliances, acquisitions and

mergers. In one of the most visible and talked about events of India's
corporate history, the erstwhile Tata Oil Mills Company (TOMCO)
merged with HUL, effective from April 1, 1993. In 1995, HUL and yet
another Tata company, Lakme Limited, formed a 50:50 joint venture,
Lakme Lever Limited, to market Lakme's market-leading cosmetics
and other appropriate products of both the companies. Subsequently
in 1998, Lakme Limited sold its brands to HUL and divested its 50%
stake in the joint venture to the company.

HUL formed a 50:50 joint venture with the US-based Kimberly Clark
Corporation in 1994, Kimberly-Clark Lever Ltd, which markets Huggies
Diapers and Kotex Sanitary Pads. HUL has also set up a subsidiary in
Nepal, Nepal Lever Limited (NLL), and its factory represents the
largest manufacturing investment in the Himalayan kingdom. The NLL

9
factory manufactures HUL's products like Soaps, Detergents and
Personal Products both for the domestic market and exports to India.

The 1990s also witnessed a string of crucial mergers, acquisitions and

alliances on the Foods and Beverages front. In 1992, the erstwhile
Brooke Bond acquired Kothari General Foods, with significant interests
in Instant Coffee. In 1993, it acquired the Kissan business from the UB
Group and the Dollops Icecream business from Cadbury India.

As a measure of backward integration, Tea Estates and Doom Dooma,

two plantation companies of Unilever, were merged with Brooke Bond.
Then in July 1993, Brooke Bond India and Lipton India merged to form
Brooke Bond Lipton India Limited (BBLIL), enabling greater focus and
ensuring synergy in the traditional Beverages business. 1994
witnessed BBLIL launching the Wall's range of Frozen Desserts. By the
end of the year, the company entered into a strategic alliance with the
Kwality Icecream Group families and in 1995 the Milkfood 100%
Icecream marketing and distribution rights too were acquired.

Finally, BBLIL merged with HUL, with effect from January 1, 1996. The
internal restructuring culminated in the merger of Pond's (India)
Limited (PIL) with HUL in 1998. The two companies had significant
overlaps in Personal Products, Specialty Chemicals and Exports
businesses, besides a common distribution system since 1993 for
Personal Products. The two also had a common management pool and
a technology base. The amalgamation was done to ensure for the
Group, benefits from scale economies both in domestic and export
markets and enable it to fund investments required for aggressively
building new categories.

10
In January 2000, in a historic step, the government decided to award
74 per cent equity in Modern Foods to HUL, thereby beginning the
divestment of government equity in public sector undertakings (PSU)
to private sector partners. HUL's entry into Bread is a strategic
extension of the company's wheat business. In 2002, HUL acquired the
government's remaining stake in Modern Foods.

In 2003, HUL acquired the Cooked Shrimp and Pasteurised Crabmeat

business of the Amalgam Group of Companies, a leader in value added
Marine Products exports.

COMPANY PROFILE

11
The mission that inspires HUL's 36,000 employees, including over
1,350 managers, is to "add vitality to life." HUL meets everyday needs
for nutrition, hygiene, and personal care with brands that help people
feel good, look good and get more out of life. It is a mission HUL
shares with its parent company, Unilever, which holds 51.55% of the
equity. The rest of the shareholding is distributed among 380,000
individual shareholders and financial institutions.

HUL's brands - like Lifebuoy, Lux, Surf Excel, Rin, Wheel, Fair &
Lovely, Pond's, Sunsilk, Clinic, Pepsodent, Close-up, Lakme, Brooke
Bond, Kissan, Knorr-Annapurna, Kwality Wall's are household names
across the country and span many categories - soaps, detergents,
personal products, tea, coffee, branded staples, ice cream and culinary
products. They are manufactured in close to 80 factories. The
operations involve over 2,000 suppliers and associates. HUL's
distribution network, comprising about 7,000 redistribution stockists,
directly covers the entire urban population, and about 250 million rural
consumers.

HUL has traditionally been a company, which incorporates latest

technology in all its operations. The Hindustan Lever Research Centre
(HLRC) was set up in 1958, and now has facilities in Mumbai and
Bangalore. HLRC and the Global Technology Centres in India have over
200 highly qualified scientists and technologists, many with post-
doctoral experience acquired in the US and Europe.

HUL believes that an organisation's worth is also in the service it

renders to the community. HUL is focusing on health & hygiene
education, women empowerment, and water management. It is also

12
involved in education and rehabilitation of special or underprivileged
children, care for the destitute and HIV-positive, and rural
development. HUL has also responded in case of national calamities /
adversities and contributes through various welfare measures, most
recent being the village built by HUL in earthquake affected Gujarat,
and relief & rehabilitation after the Tsunami caused devastation in
South India.

Over the last three years the company has embarked on an ambitious
programme, Shakti. Through Shakti, HUL is creating micro-enterprise
opportunities for rural women, thereby improving their livelihood and
the standard of living in rural communities. Shakti also includes health
and hygiene education through the Shakti Vani Programme, and
creating access to relevant information through the iShakti community
portal. The programme now covers about 50,000 villages in 12 states.
HUL's vision is to take this programme to 100,000 villages impacting
the lives of over a 100 million rural Indians.

HUL is also running a rural health programme Lifebuoy Swasthya

Chetana. The programme endeavtheirs to induce adoption of hygienic
practices among rural Indians and aims to bring down the incidence of
diarrhoea. It has already touched 70 million people in approximately
15000 villages of 8 states. The vision is to make a billion Indians feel
safe and secure. If Hindustan Lever straddles the Indian corporate
world, it is because of being single-minded in identifying itself with
Indian aspirations and needs in every walk of life.

Hindustan Unilever Limited is an Indian consumer goods company

based in Mumbai, Maharashtra. It is owned by Anglo-Dutch company

13
Unilever which owns a 67% controlling share in HUL as of March 2015
and is the holding company of HUL.
CEO: Sanjiv Mehta (Oct 10, 2013)
Headquarters: Mumbai
Founded: October 17, 1933
Parent organization: Unilever

HINDUSTAN UNILEVER LIMITED INDIAS LARGEST FMCG COMPANY

FINANCIAL OVERVIEW

14
15
 Hindustan Lever Limited Shareholding
Pattern
Flls
13.7

Domestic
Fls
14.8 Unilever
51.6

Individual
19.9
HUL Equity Capital - 50 Mn $
Market Capitalisation - 7,300 Mn $

16
 PRESENT MARKETING STRATEGY:

Mission:

Hindustan Unilever Limited mission is to add Vitality to life. We meet everyday

needs for nutrition, hygiene, and personal care with brands that help people feel

good, look good and get more out of life.

Policy:

HUL has earned a reputation for conducting its business with integrity and with

respect for the interests of those their activities can affect. This reputation is an

asset, just as real as their people and brands.

Their first priority is to be a successful business and that means investing for

growth and balancing short-term and long-term interests. It also means caring

about their consumers, employees and shareholders, their business partners and

the world in which we live.

From HUL Spokesperson To succeed requires the highest standards of

behavior from all of us. The general principles contained in this Code set out

those standards. More detailed guidance tailored to the needs of different

countries and companies will build on these principles as appropriate, but will not

include any standards less rigorous than those contained in this Code.

17
We want this Code to be more than a collection of high-sounding statements. It

must have practical value in their day-to-day business and each one of us must

follow these principles in the spirit as well as the letter.ref: business world

magazine.

Obeying the Law

HUL companies and employees are required to comply with the laws and

regulations of the countries in which they operate.

Employees

HUL is committed to diversity in a working environment where there is

mutual trust and respect and where everyone feels responsible for the

performance and reputation of the company. HUL will recruit, employ

and promote employees on the sole basis of the qualifications and

abilities needed for the work to be performed.

HUL are committed to safe and healthy working conditions for all

employees. We will not use any form of forced, compulsory or child

labour.

HUL are committed to working with employees to develop and

enhance each individual's skills and capabilities.

HUL respect the dignity of the individual and the right of employees to

freedom of association.

18
 HUL will maintain good communications with employees through

company based information and consultation procedures.

Consumers

HUL is committed to providing branded products and services which consistently

offer value in terms of price and quality, and which are safe for their intended

use. Products and services will be accurately and properly labelled, advertised

and communicated.

Shareholders

HUL will conduct its operations in accordance with internationally accepted

principles of good corporate governance. They will provide timely, regular and

reliable information on their activities, structure, financial situation and

performance to all shareholders.

Business Partners

HUL is committed to establishing mutually beneficial relations with their suppliers,

customers and business partners.

In their business dealings they expect their partners to adhere to business

principles consistent with their own.

Community Involvement

HUL strives to be a trusted corporate citizen and, as an integral part of society, to

fulfill their responsibilities to the societies and communities in which they operate.

19
Public Activities

HUL companies are encouraged to promote and defend their legitimate business

interests. HUL will co-operate with governments and other organisations, both

directly and through bodies such as trade associations, in the development of

proposed legislation and other regulations which may affect legitimate business

interests.

HUL neither supports political parties nor contributes to the funds of groups

whose activities are calculated to promote party interests.

The Environment

HUL is committed to making continuous improvements in the management of

their environmental impact and to the longer-term goal of developing a

sustainable business.

HUL will work in partnership with others to promote environmental care, increase

understanding of environmental issues and disseminate good practice.

Innovation

In their scientific innovation to meet consumer needs they will respect the

concerns of their consumers and of society. They will work on the basis of sound

science, applying rigorous standards of product safety.

Competition

HUL believes in vigorous yet fair competition and supports the development of

20
appropriate competition laws. Their companies and employees will conduct their

operations in accordance with the principles of fair competition and all applicable

regulations.

Business Integrity

HUL does not give or receive, whether directly or indirectly, bribes or other

improper advantages for business or financial gain. No employee may offer, give

or receive any gift or payment which is, or may be construed as being, a bribe.

Any demand for, or offer of, a bribe must be rejected immediately and reported to

management.

HUL accounting records and supporting documents must accurately describe

and reflect the nature of the underlying transactions. No undisclosed or
unrecorded account, fund or asset will be established or maintained.

Conflicts of Interests

All HUL employees are expected to avoid personal activities and financial
interests which could conflict with their responsibilities to the company.

HUL employees must not seek gain for themselves or others through misuse of
their positions.

21
Compliance Monitoring Reporting

Compliance with these principles is an essential element in their business

success. The Unilever Board is responsible for ensuring these principles are
communicated to, and understood and observed by, all employees.

Day-to-day responsibility is delegated to the senior management of the regions

and operating companies. They are responsible for implementing these
principles, if necessary through more detailed guidance tailored to local needs.

Assurance of compliance is given and monitored each year. Compliance with the
Code is subject to review by the Board supported by the Audit Committee of the
Board and the Corporate Risk Committee.

Any breaches of the Code must be reported in accordance with the procedures
specified by the Joint Secretaries. The Board of Unilever will not criticise
management for any loss of business resulting from adherence to these
principles and other mandatory policies and instructions.

The Board of Unilever expects employees to bring to their attention, or to that of

senior management, any breach or suspected breach of these principles.

Provision has been made for employees to be able to report in confidence and
no employee will suffer as a consequence of doing so.

In this Code the expressions 'Unilever' and 'Unilever companies' are used for
convenience and mean the Unilever Group of companies comprising Unilever
N.V., Unilever PLC and their respective subsidiary companies. The Board of
Unilever means the Directors of Unilever N.V. and Unilever PLC.ref:THE NEWS

22
Envoirment policy

Hindustan Unilever Limited (HUL) supplies high quality goods and services to
meet the daily needs of consumers and industry. In doing so, the Company is
committed to exhibit the highest standards of corporate behaviour towards its
consumers, employees, the societies and the world in which we live.

The company recognises its joint responsibility with the Government and the
Public to protect environment and is committed to regulate all its activities so as
to follow best practicable means for minimising adverse environmental impact
arising out of its operations.

The company is committed to making its products environmentally acceptable,

on a scientifically established basis, while fulfilling consumers' requirements for
excellent quality, performance and safety.

The aim of the Policy is to do all that is reasonably practicable to prevent or

minimise, encompassing all available knowledge and information, the risk of an
adverse environmental impact arising from processing of the product, its use or
foreseeable misuse.

This Policy document reflects the continuing commitment of the Board for sound
Environment Management of its operations. The Policy applies to development of
a process, product and services, from research to full-scale operation. It is
applicable to all company operations covering its plantations, manufacturing,
sales and distribution, research & innovation centres and offices. This document
defines the aims and scope of the Policy as well as responsibilities for the
achievement of the objectives laid down.

23
The Vision

Their vision is to continue to be an environmentally responsible organisation

making continuous improvements in the management of the environmental
impact of their operations.

HUL will achieve this through an Integrated Environment Management approach,

which focuses on People, Technology and Facilities, supported by Management
Commitment as the prime driver.

FMCG Markets
Slowdown in growth & then 2 years of decline

FMCG Market (HLL Categories)

Growth%

00 01 02 03
8
6
4
6.7
2 3.4
0
-1.1
-2.5
-2
-4

24
 FMCG Markets
2004 - Revival after 2 years of decline

FMCG Market (HLL Categories)

Growth%

02 03 Q1 '04 Q2 '04 Q3 '04 Q4 '04

8
6
4
6.1
2
2.0
0 0.8
-1.1
-2.5 -2.8
-2
-4

25
Pricing action in 2004:

Price reduction

Price reduction (Bottles) & Value improvement (Sachets)

26
Investment Behind Brands

Innovation & Superior Quality

Family safe Petalsoft Water & effort saving Quick wash - 50% No mud Rin
Advance from germs

Perfect Radiance 5 in 1 hair Total Care Whiter teeth Fresher breath

health benefits

27
Current Market Context

Actions

Pricing
Laundry : Price Reduction
Shampoos: Value Improvement & Lower Price Points
Toothpaste: Value Corrections & SKU rationalization
Investments behind brands
Innovations
Quality
Higher A&P
Corrective actions in processed

Processed Foods

Corrective actions
Phased stock reduction
Withdrawl of 03 innovation
Defocus of Atta in unviable geographies
Sales decline of 26% arising from above actions
Market shares held / improved

28
 BRANDS

29
 PRODUCTS

Lux Breeze
Lifebuoy Dove
Liril Pears
Hamam Rexona

Surf Excel Fair & Lovely

Rin Pond's
Wheel

Sunsilk Naturals Pepsodent

Clinic Close-up

Axe Lakme
Rexona

Ayush

Brooke Bond Bru

Lipton

30
 Kissan Kwality Wall's
Knorr Annapurna

India's Largest Branded FMCG Exporter

It was 1962. The reality of India then was very different from what it is
today. India's economy then suffered from foreign exchange shortage.
Hindustan Lever voluntarily decided to take up Exports to support the
country's economy.

Today, HUL is India's largest exporter of branded Fast Moving Consumer

Goods. It has been recognized by the Government of India as a Golden Super
Star Trading House.

Over time, HUL has developed appropriate capabilities to be globally

competitive in cost and quality for a viable Exports business.

Focus Areas

HUL's Exports focuses on two broad areas. It is a sourcing base for Unilever
brands in Home & Personal Care (HPC) and Tea for supplies to other Unilever
companies. It also focuses on becoming a preferred supplier to both non-
Unilever and Unilever clients in three categories in which India, as a country,
has competitive advantage - Marine Products, Castor and its Derivatives and
Rice. HUL enjoys international recognition within Unilever and outside for its
quality, reliability and speed of customer service.

HUL's Exports geography comprises, at present, countries in Asia, Australia,

31
Africa, North America and Europe.

HUL's Exports portfolio

HPC:
The categories are soaps, skin care products and oral care products. The
brands are Lux, Lifebuoy, Pears, Fair & Lovely, Dove, Vaseline, Close-Up,
Pepsodent, Signal. HUL is the only source of Pears soap across the world.

Tea:
The categories are branded packet tea, and instant tea for Unilever's ready-
to-drink tea business. The branded teas are Brooke Bond, Brooke Bond Red
label, Brooke Bond Taj Mahal, Lipton, Lipton Yellow Label, Lipton Green Label,
Lipton Brisk, Lipton 3-in-1 premix, Chinese Rickshaw.

Marine Products:

HUL offers a comprehensive portfolio, ranging from Surimi, Crabsticks to

Shrimps and several value-added products. Among its customers is Icelandic,
the world's third largest seafood company. In addition, HUL has also become
a part of Unilever's supply chain in seafoods for Europe too. HUL's Marine
Products brands are Ocean Diamond, Ocean Excellence, Shogun, Hima, Gold
Seal, Tara and Prima.

Rice:
The categories are Basmati Rice and Basmati Rice-based ready-to-eat rice
meals. The brands are Gold Seal Indus Valley, Rozana and Annapurna.

Castor:
The categories are Castor Oil, Castor-oil based products, like hydrogenated
castor oil, 12 - Hydroxy Stearic Acid, Ricinoleic Acid (used in grease and

32
lubricant industry, paints and surface coatings, cosmetics, emulsifiers), and
Speciality Castor Oils (USP grade, BP grade, DAB 10) etc used in
pharmaceutical preparations. HUL's Castor brand is Topsol.

Today, Exports is a substantial business in HUL, accounting for about 12% of

the company's turnover. HUL believes that its competitive advantages of cost
competitiveness, process competitiveness and economies of scale both at the
company and country level, hold it in good stead. They position the company
to become one of the hubs for sourcing by Unilever companies in HPC and
Tea, and also simultaneously become a preferred partner to global customers
in Marine Products, Castor and Rice.

Direct Selling:

Product Range
Lever home range
Male grooming
Oral Care
Ayurveda
Personal Wash
Foods
Reach - 1400 towns (Largest in India)
Consultant base - 330,000

33
34
Accordingly, HUL's aims are to:
Ensure safety of its products and operations for the environment
by using standards of environmental safety, which are
scientifically sustainable and commonly acceptable.

Develop, introduce and maintain environmental management

systems across the company to meet the company standards as
well as statutory requirements for environment. Verify
compliance with these standards through regular auditing.

Assess environmental impact of all its activities and set annual

improvement objectives and targets and review these to ensure
that these are being met at the individual unit and corporate
levels.

Reduce Waste, conserve Energy and explore opportunities for

reuse and recycle.

Involve all employees in the implementation of this Policy and

provide appropriate training. Provide for dissemination of
information to employees on environmental objectives and
performance through suitable communication networks.

Enctheirage suppliers and co-packers to develop and employ

environmentally superior processes and ingredients and co-
operate with other members of the supply chain to improve
overall environmental performance.

Work in partnership with external bodies and Government

agencies to promote environmental care, increase understanding
of environmental issues and disseminate good practice.

35
 Responsibilities

Corporate

The Board and the Management Committee of HUL is committed

to conduct the company operations in an environmentally sound
manner. The Management Committee will:

Set mandatory standards and establish environmental

improvement objectives and targets for HUL as a whole and for
individual units, and ensure these are included in the annual
operating plans.

Formally review environment performance of the company once

every quarter.

Review environment performance when visiting units and

recognise exemplary performance.

Nominate:

- A senior line manager responsible for environmental performance at

the individual HUL site.

- HUL environmental coordinator.

The Management Committee, through the nominated

environmental coordinator will:

Ensure implementation of HUL Policy on environment and

compliance with Unilever and HUL environmental standards and
the standards stipulated under relevant national / local
legislation. When believed to be appropriate, apply more
stringent criteria than those required by law.

36
 Assess environmental impact of HUL operations and establish
strategies for sound environment management and key
implementation steps.

Enctheirage development of inherently safer and cleaner

manufacturing processes to further raise the standards of
environment performance.

Establish appropriate management systems for environment

management and ensure regular auditing to verify compliance.

Establish systems for appropriate training in implementation of

Environment Management Systems at work.

Ensure that all employees are made aware of individual and

collective responsibilities towards environment.

Arrange for expert advice on all aspects of environment

management.

Participate, wherever possible, with appropriate industry and

Government bodies advising on environmental legislation and
interact with national and local authorities concerned with
protection of environment.

Individual Units

The overall responsibility for environment management at each

unit will rest with the Unit Head, who will ensure implementation
of HUL Policy on environment at unit level. Concerned line
managers / heads of departments are responsible for
environmental performance at department levels.

37
 In order to fulfill the requirements of the Environment Policy at
each site, the Unit Head will:

Designate a unit environment coordinator who will be

responsible for co-ordinating environmental activities at unit,
collating environmental statistics and providing / arranging for
expert advice.

Agree with the Management Committee Member responsible for

the unit, specific environmental improvement objectives and
targets for the unit and ensure that these are incorporated in the
annual objectives of the concerned managers and officers and
are reviewed periodically.

Ensure that the unit complies with Unilever and HUL mandatory
standards and the relevant national and state regulations with
respect to environment.

Ensure formal environmental risk assessment to identify

associated environmental aspects and take appropriate steps to
control risks at acceptable levels.

Ensure that all new operations are subjected to a systematic and

formal analysis to assess environmental impact. Findings of such
exercises should be implemented prior to commencement of the
activity.

Manage change in People, Technology and Facilities through a

planned approach based on training, risk assessment, pre-
commissioning audits and adherence to design codes.

Regularly review environment performance of the unit against

set objectives and targets and strive for continual improvement.

38
 Sustain a high degree of environmental awareness through
regular promotional campaigns and employee participation
through training, safety committees, emergency drills etc.

Ensure dissemination of relevant information on environment

within the unit and to outside bodies, and regularly interact with
Government authorities concerned for protection of environment.

Maintain appropriate emergency procedures consistent with

available technologies to prevent / control environmental
incidents.

Provide appropriate training to all employees.

Ensure periodic audits to verify compliance with environment

management systems and personally carry out sample
environment audits to check efficacy of the systems.

Report environmental statistics to HUL Corporate Safety &

Environment Group on a monthly basis.

Research and Innovation Centres

Since most new products and processes are developed in these Units,
certain additional

responsibilities devolve on them to ensure implementation of the

Environment Policy of the company. In addition to the Unit Head's
responsibilities outlined above, the heads of these units will:

Ensure that a formal and systematic risk assessment exercise is

undertaken during the process/product development stage with
specific reference to environmental impact.

39
 Transfer technology to the pilot plant and main production
through a properly documented process specification which will
clearly define environmental impact and risks associated with
processes, products, raw material and finished product handling,
transport and storage.

Ensure that treatment techniques are developed for any wastes

generated as a result of the new product/process and is
incorporated into the process specifications.

QUALITY POLICY:

Hindustan Unilever Limited considers quality as one of the principal

strategic objectives to guarantee its growth and leadership in the
markets in which it operates.

The company is committed to respond creatively and competitively to

the changing needs and aspirations of their consumers through
relentless pursuit of technological excellence, innovation and quality
management across their businesses, and offer superior quality
products and services that are appropriate to the various price points
in the market as well as to their commitment to building shareholder
value.

The company recognises that its employees are the primary stheirce of
success in its operations and is committed to training and providing
them the necessary tools and techniques as well as empowering them
to ensure broad base compliance of this policy in the organisation at
all levels.

40
The company is committed to fulfill its legal and statutory obligations
and international standards of product safety and hygiene and will not
knowingly sell product that is harmful to consumers or their
belongings. It will institute systems and measures to monitor
compliance in order to meet its responsibilities to consumers.

The company will maintain an open communication channel with its

consumers and customers and will carefully monitor the feedback to
continuously improve its products and services and set quality
standards to fulfill them. The company is committed to extend its
quality standards to its contract manufacturers, key suppliers and
service providers and by entering into alliances with them, to jointly
improve the quality of its products and services. This policy is
applicable to production from its own facilities as well as to production
that is outsourced.

The company will periodically review this quality policy for its
effectiveness and consistency with business objectives.

The company delegates authority and responsibility for dissemination

and implementation of this policy to each Business and Unit Head.

41
SAFETY AND HEALTH POLICY

Introduction

Hindustan Unilever Limited (HUL) supplies high quality goods and

services to meet the daily needs of consumers and customers. In
doing so, the Company is committed to exhibit the highest standards
of corporate behavior towards its consumers, employees, the societies
and the environment in which we operate.

Towards this, the Company recognizes its responsibility to ensure

safety and protection of health of its employees, contractors and
visitors in all its operating sites, which include manufacturing, sales
and distribution, research laboratories and offices during work and
work related travel.

This Policy document defines the vision, principles, aim, required

actions and scope of the policy application as well as the responsibility
for execution.

Their Vision

Their vision is to be an injury free organization.

HUL NEWS:We will bring safety on top of mind for all employees and
will integrate it with all business processes. We will realize their Vision
through an Integrated Safety Management approach, which focuses on
People, Processes, Systems, Technology and Facilities, supported by
demonstrated leadership and employee commitment at all levels as
the prime drivers for ensuring a safe and healthy work environment.

42
Safety Principles:

HUL's Occupational Safety and Health Policy is based on and supported

by the following eight Principles.

These Principles have the same status as the Company's Code of

Business Principles:

All injuries and occupational illnesses are preventable

All operational exposures can be safeguarded
Safety evaluation of all business processes is vital
Working safely is a condition of employment
Training all employees to work safely is essential
Management audits are a must
Employee involvement is essential
All deficiencies must be reported and corrected promptly

In order to facilitate operationalisation of the Safety Principles, a

separate document has been prepared, which covers:
a) Safety Principles
b) Success Criteria
c) Illustrative KPI

43
 Consumer satisfaction

Indira is 20 years old, a tribal woman at Kondegaon village in Bastar

district. She is just back from the nearby jungles, collecting firewood.
After attending to her baby son, she will go to the village well to take
a quick wash. Yesterday her husband brought her a white soap, with
pink petals in it. Indira had requested him to buy one, for the festival
later this evening.

Indira is among millions of consumers in rural India who use

Hindustan Lever's products. She came to know about Lux through the
TV set at the community centre. It is not very costly, and also
available nearby.

Home to over 700 million people, rural India comprises not only over
70% of India's billion-strong population, but also over 12% of the
world's population. The rural population already accounts for
substantial consumption of Fast Moving Consumer Goods and also
consumer durables. About 50% of the sales of soaps & detergents are
generated in rural India. Similarly, almost half the demand for black &
white television sets, pressure cookers, table fans, sewing machines
also comes from there.

44
Cost management:

But the potential is even larger, both in terms of consumption and

penetration. The fact that 70% of the population accounts for only
50% of even relatively well-penetrated categories, like soaps &
detergents, indicates the enormous scope of consumption-led growth
in these categories. Therefore such categories will derive growth out
of increased usage. In categories, which are relatively less penetrated,
like personal products, rural India offers an even bigger growth
opportunity through greater penetration and then consumption. For
example only three out of 10 consumers in rural markets use
shampoo or skin care products. Therefore growth in such categories
will emerge, as more consumers purchase these products, and then
continue to use them regularly.

Hindustan Lever has taken many initiatives over the decades to create
markets in the rural hinterlands. By marketing relevant products, at
affordable prices.

A unique example is Hindustan Lever's Lifebuoy soap. In rural India,

health is of paramount importance, because indisposition is very
directly related to loss of income. Lifebuoy, whose core equity is
health and hygiene , has for decades now been synonymous with soap
in rural India.

At the same time, if products have to come up the order in the rural
purchase hierarchy, they have to be affordable. If rural India today
accounts for about half of detergents sales, it is because HUL has
developed low-cost value-for-money branded products, like Wheel.
The company has also taken initiatives to create markets even for
apparently premium products, by offering them in pack sizes, like

45
sachets, whose unit prices are within the reach of rural consumers.
For example, initiated in the 1980s, sachets (Rs.2, Re.1, or 50 paise)
today constitute about 55% of Hindustan Lever's shampoo sales. With
media reach gradually increasing, rural consumers today, where the
media has its footprints, share the same aspirations with their urban
counterparts. HUL has responded to the trend with low unit price
packs of even other products - Lux at Rs.5, Lifebuoy at Rs.2, Surf
Excel sachet at Rs.1.50, Pond's Talc at Rs.5, Pepsodent toothpaste at
Rs. 5, Fair & Lovely Skin Cream at Rs.5, Pond's Cold Cream at Rs.5,
Brooke Bond Taaza tea at Rs.5.

Other marketing strategies:

For decades now, Hindustan Lever has also taken initiatives to

circumvent the limitation in communication channels, by innovatively
leveraging non-conventional media. Among them are wall paintings,
cinema vans, weekly markets (haat), fairs and festivals. Given the
rural consumer's fascination for cinema, the cinema vans show
popular movies, interspersed with products advertisements. Weekly
markets, fairs and festivals are parts and parcel of rural life. They give
an opportunity to address consumers, spread over many tiny hamlets,
at one location. The occasions are used to demonstrate product
benefits and also sell such products. Such demonstrations have played
a significant role in creating, for example, the detergents market in
rural India. In recent times, such demonstrations are being deployed
to illustrate how visible clean is not hygienic clean, and how using
soap is essential to prevent easily avoidable infections.

Communication through fairs and festivals are backed by direct

consumer contact. For example, in 1998-99, Hindustan Lever
implemented a major direct consumer contact, called Project Bharat,
which covered 2.2 crore homes. Each home was given a box, at a

46
special price of Rs.15, comprising a low unit price pack of shampoo,
talcum powder, toothpaste and skin cream, along with educational
leaflets and audio-visual demonstrations. The project has helped
eliminate barriers to trial, and has strengthened salience of both
particular categories and brands. Similarly in 2002, Hindustan Lever
has launched a similar large-scale direct contact, called Lifebuoy
Swasthya Chetana, which already covers 70 million people in 18,000
villages of 8 states. The project is intended at generating awareness
about good health and hygiene practices, and specifically how a
simple habit of washing hands is essential to maintaining good health.
The initiative will involve interaction with students and senior citizens,
who act as change agents.

Availability of HULs Product:

Generating awareness pays dividends only when steps are taken to

ensure constant availability of products. In rural India particularly,
availability determines volumes and market share, because the
consumer usually purchases what is available at the outlet, influenced
very largely by the retailer.

Therefore, over the decades, Hindustan Lever has progressively

strengthened its distribution reach in rural India, which today has
about 33 lakh outlets. Direct rural distribution in Hindustan Lever
began with the coverage of villages adjacent to small towns. The
company's stockists in these towns were made to use their
infrastructure to distribute products to outlets in these villages. But
this distribution mode could only be extended to villages connected
with motorable roads, and it could cover about 25% of the rural
population by 1995.

47
Therefore in 1998, Hindustan Lever launched Project Streamline to
further extend its distribution reach. Under this initiative, the company
identifies sub-stockists in a large village, connected by motorable road
to a small town. This sub-stockist in turn distributes the company's
products to outlets in adjacent smaller villages using transportation
suitable to interconnecting roads, like cycles, scooters or the age-old
bullock cart. Hindustan Lever is thus trying to circumvent the barrier
of motorable roads. As a result, the distribution network, as of now,
directly covers about 50,000 villages, reaching about 250 million
consumers. The company simultaneously uses the wholesale channel,
suitably incentivising them to distribute company products.

HUL has in the recent past established a common distribution system

in rural areas for all its products. Given the number of brands and
their packs the rural retailer usually requires, one HUL representative
can take all the products from the company portfolio that he needs.
This common distribution system is now fully operational, under one
Regional Sales Manager exclusively dedicated to rural markets of each
region of the country.

Over time, Hindustan Lever will further strengthen its rural distribution
through mutually beneficial alliances with rural Self Help Groups
(SHGs). Over the last five years, financial institutions, NGOs and
government organisations are working closely to establish SHGs,
whose objective is to alleviate poverty through sustainable income-
generating activities. Since 2001, Hindustan Lever is implementing
Project Shakti, whereby SHGs are being offered the option of
distributing relevant products of the company as a sustainable
income-generating activity. The model hinges on a powerful win-win
relationship; the SHG engages in an activity which brings sustainable
income, while Hindustan Lever gets an interface to interact and

48
transact with the rural consumer. HUL's vision for Project Shakti is to
scale it up across the country by 2005, creating about 25000 Shakti
entrepreneurs, covering 100,000 villages, and touching the lives of
100 million rural consumers. Begun with 50 groups in Nalgonda
district of Andhra Pradesh, with the support of local authorities, the
project has been extended, as of now, to about 50,000 villages in 12
states. A typical Shakti entrepreneur conducts business of around
Rs.10,000 - Rs 15,000 per month, which gives her an income of about
Rs 700 - Rs.1000 per month on a sustainable basis. As most of these
women are from below the poverty line, and live in extremely small
villages (less than 2000 population), this earning is very significant,
and is almost double of their past household income. The full benefit
of Project Shakti will be realised after some years.

49
 HUL DISTRIBUTION NETWORK

MANUFACTURING UNITS ALL ACROSS INDIA

C&F 1 C&F 2 C&F 3 C&F 4 C&F 5 C&F 6 C&F 7

STOCKISTS STOCKISTS STOCKISTS STOCKISTS STOCKISTS STOCKISTS STOCKISTS

WHOLESALERS

RETAILERS

CUSTOMERS

This is the whole Distribution Chain of HUL to cover the Rural market.
The company have remarkably worked upon to make the supply chain
from manufacturers to retailers simple with very few number of
mediators and jobbers. It has helped them to maintain the
transparency in the cycle and also have let them established a prompt
delivery process. The products are manufactured in the factories all
across India and then is supplied from there to the various Carriage
and Forwarding (C&F) units which are 5-10 per state depending on
the area they have to cover and are established by the company.
These C&F units then supply the products to the various Wholesalers
confined to their area only and according to the wholesalers demand.

50
The wholesalers then supply the products to the semi-wholesalers and
the retailers as per the volume of their order. Then the semi-
wholesalers deliver the products to the retailers and customers.

MANUFACTURER
STAGE 1-
C&F

In this stage the products reach to the Carriage and Forwarding unit
from various manufacturing units established all across India. The
volume of the delivery depends upon the quantity required/ordered by
the C&F unit. The depot sends the request of the volume of the
products to the Head Office, which then order the various factories to
supply the products to the mentioned depot. The supply is met within
a week. HUL has 45 C&Fs with 7000 stockists and 2000+ suppliers
and associates to target the market.

C&F
STAGE 2-
WHOLESALERS

The C&F then supplies the products according to the demand of

various wholesalers. Each of the depot cover a region assigned to
them.
Each C&F acquires 5-7 trucks and hire 4-5 more trucks to supply
products everyday.
They work on the concept of advance payment by DD by the
wholesalers and deposit them in the bank which is transferred to the
head office.

51
NATION WIDE MANUFACTURING:

80 factories, across India

The year was 1923. Lord Leverhulme, the legendary founder of Lever
Brothers, was visiting India. The nationalist sentiment in India was for
locally manufactured products. Lord Leverhulme, who believed that
what is good for a country is equally good for the company, responded
to that aspiration because he too shared that dream.

His dream ultimately was realised in 1934. In September 1934, after

more than a decade of discussions in London and in India, a Lever
factory was allowed to sprout on the land that had been reclaimed by
the Bombay Port Trust at Sewri. From here, a month later rolled out
the first cake of Sunlight soap to be manufactured in India. The same
year, Lever Brothers took over the Garden Reach Factory in Kolkata.

These two factories were the first in a manufacturing base, which

today literally dots the length and breadth of India. From Assam to
Gujarat, from Uttaranchal to Kerala.

Hindustan Lever's diverse product range is today manufactured in

about 80 factories. In addition, the company outsources from 150
other units. The operations involve 2,000 suppliers and associates.

52
 DEVELOPING BACKWARD AREAS
Several HUL factories are situated in backward areas. The company
has consciously responded to the national policy of development of
backward areas by setting up manufacturing units in these places,
which provide several direct and indirect employment opportunities for
these areas, and leads to general economic development of these
regions through industrialisation. In fact, all major investments of
HUL, in recent years, have been either in A-Category backward areas
or No-Industry Districts. These include factories in Khamgaon and
Yavatmal (Maharashtra), Chhindwara (Madhya Pradesh), Orai,
Sumerpur and Khalilabad (Uttar Pradesh), Haldia (West Bengal),
Silvassa (Dadra & Nagar Haveli), Pondicherry, Goa, Doom Dooma
(Assam), Haridwar (Uttaranchal) and Barotiwala (Himachal Pradesh).
Since 2001 itself, HUL has set up nine new factories in backward
areas.

Equally, HUL has an enviable track record in taking over sick

enterprises, in response to requests from Government, and converting
them into viable operations. The company's units at Mangalore and
Rajpura all bear testimony to this achievement. In the process, HUL
has saved precious jobs and developed local economies. HUL's
manufacturing facilities, like the Khamgaon soap plant and the
Sumerpur detergent bar unit, are recognised as among the best in the
Unilever world.

HUL has adopted Total Productive Maintenance (TPM) for achieving

53
manufacturing excellence since 1994. As on date, TPM is in different
stages of implementation in 28 factories. Four HUL factories have
already received the TPM Consistency Award, and 14 factories have
been awarded with the TPM Excellence Award.

Marketing needs every where

How do you ensure that Mr. Ramesh in Kanyakumari gets his Lifebuoy
soap and Mrs. Kulkarni in Jammu gets to know how Bru coffee tastes
even before she has bought it? Well, you need to have a cutting edge
distribution network in place.

Hindustan Lever's distribution network is recognised as one of its key

strengths. Its focus is not only to enable easy access to our brands,
but also to touch consumers with a three-way convergence - of
product availability, brand communication, and higher levels of brand
experience.

HUL's products, manufactured across the country, are distributed

through a network of about 7,000 redistribution stockists covering
about one million retail outlets. The distribution network directly
covers the entire urban population.

The general trade comprises grocery stores, chemists, wholesale,

kiosks and general stores. Hindustan Lever services each with a tailor-
made mix of services. The emphasis is equally on using stores for
direct contact with consumers, as much as is possible through in-store
facilitators.

54
AT THE SUPERMARKETS

Self-service stores and supermarkets are fast emerging in metros and

large towns. To service modern retailing outlets in the metros, HUL
has set up a full-scale sales organisation, exclusively for this channel.
The business system delivers excellent customer service, while driving
growth for the company and the store. At the same time, innovative
marketing initiatives are taken to provide consumers with experience
of our brands at the store itself, through product tests and in-store
sampling.

In the villages

HUL has also revamped its sales organisation in the rural markets to
fully meet the emerging needs and increased purchasing power of the
rural population. The company has brought all markets with
populations of below 50,000 under one rural sales organisation. The
team comprises an exclusive sales force and exclusive redistribution
stockists, under the charge of dedicated managers. The team focuses
on building superior availability, while enabling brand building in the
deepest interiors. HUL's distribution network in rural India already
directly covers about 50,000 villages, reaching about 250 million
consumers, through about 6000 sub-stockists.

55
Harnessing Information Technology

An IT-powered system has been implemented to supply stocks to

redistribution stockists on a continuous replenishment basis. The
objective is to catalyse HUL's growth by ensuring that the right
product is available at the right place in right quantities, in the most
cost-effective manner. For this, stockists have been connected with
the company through an Internet-based network, called RSNet, for
online interaction on orders, despatches, information sharing and
monitoring. RS Net covers about 80% of the company's turnover.
Today, the sales system gets to know every day what HUL stockists
have sold to almost a million outlets across the country. RS Net is part
of Project Leap, HUL's end-to-end supply chain, which also includes a
back-end system connecting suppliers, all company sites and
stretching right upto stockists.
SHAKTI - Changing Lives in Rural India

Shakti is HUL's rural initiative, which targets small villages with

population of less than 2000 people or less. It seeks to empower
underprivileged rural women by providing income-generating
opportunities, health and hygiene education through the Shakti Vani
programme, and creating access to relevant information through the
iShakti community portal.

In general, rural women in India are underprivileged and need a

sustainable source of income. NGOs, governmental bodies and other
institutions have been working to improve the status of rural women.
Shakti is a pioneering effort in creating livelihoods for rural women,
organised in Self-Help Groups (SHGs), and improving living standards
in rural India. Shakti provides critically needed additional income to

56
these women and their families, by equipping and training them to
become an extended arm of the company's operation.

Started in 2001, Shakti has already been extended to about 80,000

villages in 15 states - Andhra Pradesh, Karnataka, Tamilnadu,
Maharashtra, Gujarat, Madhya Pradesh, Chattisgarh, Uttar Pradesh,
Rajasthan, Punjab, Haryana, West Bengal, Orissa, Bihar & Jharkhand.
The respective state governments and several NGOs are actively
involved in the initiative.

Shakti already has about 25,000 women entrepreneurs in its fold. A

typical Shakti entrepreneur earns a sustainable income of about
Rs.700 -Rs.1,000 per month, which is double their average household
income. Shakti is thus creating opportunities for rural women to live in
improved conditions and with dignity, while improving the overall
standard of living in their families. In addition, it involves health and
hygiene programmes, which help to improve the standard of living of
the rural community. Shakti's ambit already covers about 15 million
rural population. Plans are also being drawn up to bring in partners
involved in agriculture, health, insurance and education to catalyze
overall rural development.

HUL's vision for Shakti is to scale it up across the country, covering

100,000 villages and touching the lives of 100 million rural consumers
by 2005.

Shakti Vani is a social communication programme. Women, trained in

health and hygiene issues, address village communities through
meetings at schools, village baithaks, SHG meetings and other social
fora. In 204, Shakti Vani has covered 10,000 villages in Madhya

57
Pradesh, Chattisgarh and Karnataka. The vision is to cover 80,000
villages in 2005.

iShakti, the Internet-based rural information service, has been

launched in Andhra Pradesh, in association with the Andhra Pradesh
Government's Rajiv Internet Village Programme. The service is now
available in Nalgonda, Vishakapatnam, West Godavari and East
Godavari districts. iShakti has been developed to provide information
and services to meet rural needs in medical health and hygiene,
agriculture, animal husbandry, education, vocational training and
employment and women's empowerment. The vision is to have 3,500
kiosks across the state by 2005.

Pioneering New Channels

Hindustan Lever is simultaneously creating new channels, designed on

the same principle of holistic contact with consumers.

Project Shakti, HUL's partnership with Self Help Groups of rural

women, is becoming an extended arm of the company's operation in
rural hinterlands. Started in 2001, Project Shakti has already been
extended to about 50,000 villages in 12 states - Andhra Pradesh,
Karnataka, Gujarat, Madhya Pradesh, Tamil Nadu, Chattisgarh, Uttar
Pradesh, Orissa, Punjab, Rajasthan, Maharashtra and West Bengal.
The respective state governments and several NGOs are actively
involved in the initiative. The SHGs have chosen to partner with HUL
as a business venture, armed with training from HUL and support from
government agencies concerned and NGOs.

58
Hindustan Lever Network (HLN) is the company's arm in the Direct
Selling channel, one of the fastest growing in India today. It already
has about 3.5 lakh consultants - all independent entrepreneurs,
trained and guided by HLN's expert managers. HLN has already spread
to over 1500 towns and cities, covering 80% of the urban population,
backed by 42 offices and 240 service centres across the country. It
presents a range of customised offerings in Home & Personal Care and
Foods.

Out-of-Home consumption of products and services is a growing

opportunity in India, as elsewhere in the world. Hindustan Lever is
already the largest player in the hot beverages out-of-home segment,
with over 15000 tea and coffee vending points. The company is
expanding the network aggressively, in the education, entertainment,
leisure and travel segments. HUL's allaince with Pepsi will significantly
strengthen this channel.

Health & Beauty Services are Hindustan Lever's simultaneous foray to

meet the increasing consumer need for such products and services.
Lakme Salons provide specialised beauty services and solutions, under
the recognised authority of the Lakme brand. The Ayush Therapy
Centres provide easy access to authentic Ayurvedic treatments and
products.

Hindustan Lever, which once pioneered distribution in India, is today

reinventing distribution - creating new channels, and redefining the
way current channels are serviced. In the process it is converging
product availability, with brand communication and brand experience.

59
 NOVEL PRODUCT NEW PROCESS

Hindustan Lever's mission is to meet everyday needs for nutrition,

hygiene, and personal care, with brands that help people feel good,
look good and get more out of life. HUL's research & development
base, one of the largest in Indian industry, helps achieve this mission,
with novel products and new processes. The company has over 380
patents, demonstrating its leading edge in consumer-relevant R&D.

The Hindustan Lever Research Centre (HLRC), with facilities in Mumbai

and Bangalore, and global technology centres in India have over 200
highly qualified scientists and technologists, many with post-doctoral
experience acquired in the US and Europe. Set up in 1958, HLRC's aim
is to develop new products and processes, improving benefits and
quality of existing products, and optimal use of resources.
Major innovations have taken place, down the decades, in every
category in which HUL is present. From Home Care to Personal care,
Beverages to Foods.

Better cleaning, lesser water consumption

60
Consider for example, HUL's development of a water-saving
technology for its detergents. One of the most severe problems that
India faces today is shortage of water. Water scarcity affects one in
every three Indians. In a typical Indian home, at least 20% of the
water consumed goes behind washing of clothes. HUL decided that it
would be of immense benefit to an Indian household, if a technology
could be developed, which would help reduce water consumed in
washing of clothes. HUL's scientists have innovated a path-breaking
technology - it reduces water consumption and time taken for rinsing
by 50%. The technology has already been introduced.

World's most advanced water purifier

People in cities and towns spend enormous amounts, either in fuel or
devices, to ensure safe drinking water. HUL's scientists have
developed a breakthrough device, called "Pureit", which purifies water
as safe as boiled water, providing 100% protection from all water-
borne diseases; it also removes pesticides that may be present in
drinking water. Its operation does not require electricity, running tap
water and plumbing or expensive maintenance. It thus provides water
at a cost of just Re.1 for every six litres - or less than 20 paise a litre.

Iodine In Salt - the vital ingredient

Iodine, it is well-known, is important for the mental development of
young children. Iodised salt is a well-accepted mode of ensuring
appropriate iodine intake. Yet Iodine added to salt is lost in transport,
storage as well as in the process of cooking. HUL scientists have
developed a patented breakthrough technology to stabilise iodine in
salt, following work on the stability of iodine under Indian conditions of
storage and cooking. The technology has made it possible to actually

61
realise the purpose of iodised salt - that people get appropriate iodine
intake through the food they eat.

Technology of skin lightening

Research in the biology of skin pigmentation has led to the formulation
of a product like Fair & Lovely Skin Cream and Lotion. The product has
been periodically updated through new patented actives. It has now
become a global success through exports to over 30 countries. The
product is equally used by the local population of these countries,
apart from those of Indian origin.

HUL has equally developed new processes.

In-house machine development
The company has the capability to design and manufacture machines
in-house. This enables the company to set up plants at half the cost of
others. Such technological developments have also led to significant
improvement in productivity.

Energy conservation
In the past, one of the most significant breakthroughs of HUL's
research initiative has been the development of a technology to use
non-conventional forest seed oils for soap-making which, since the
1970s, has helped save around $1.2 billion in foreign exchange. HUL
had received the Government of India's prestigious award for import
substitution. Development of Structurant Technology for soap
manufacturing also helped save costly conventional oils without any
compromise on product performance and quality. The latest
technology to produce Distilled Fatty Acid for soap making and the

62
resultant plant capacity expansion has drastically brought down
specific energy consumption while improving distillation yields. The
evolution of continuous soap processing technology has also reduced
energy consumption.
HUL believes that technology is critical to delight consumers. Creative
application of technology has made Hindustan Lever successful in
launching products and services, which raise the quality of life.

HELPING HANDS:

HUL COMMITS Rs. 8 CRORES FOR IMMEDIATE RELIEF,

REHABILITATION TO TSUNAMI-HIT COMMUNITIES

MUMBAI, January 7, 2005: Hindustan Unilever Limited (HUL) today

announced to commit, a total outlay of Rs.8 crores for immediate relief
and helping people to rehabilitate themselves so that they can resume
their livelihood, in the tsunami-hit areas of Pondicherry, Tamil Nadu
and Kerala. Of this, Rs.5 crores (absolute value terms) is being utilized
for distribution of the Company's nutritional & personal hygiene
products for immediate relief to the needy. Another Rs.3 crores will be
raised partly by contributions from company employees and the
balance contribution from the Company to be used in collaboration
with NGOs working with the community to provide the people, notably
fishermen, with means of livelihood and help them back on their feet.

Since December 26, employees of HUL factories and offices in

Pondicherry, Tamil Nadu and Kerala have been providing necessary
relief to the tsunami-hit people. The relief operations include,

63
distribution of bread and biscuits to over 2000 families in Pondicherry,
12,000 cooked meals for families in Chennai, Nagapattinam, Cuddalore
and Andamans. Over 12,000 dry relief packs, comprising of Company's
dry rations and personal hygiene products have already been
distributed.

HUL's employees are donating a day's salary, matched equally by the

Company for exclusive use in rehabilitation.

The biggest concern is, that people/ fishermen have lost their means
of livelihood. HUL plans to focus its rehabilitation efforts to restore
their means of livelihood so that the local communities can quickly get
back to their lives at the earliest.

HUL has always been a front runner in its call for national duty and
caring for the community. Its employees not only donate generously,
but volunteer to take part in relief operations by committing their time
and physical effort. This is in line with our corporate value of care
and our CSR mission which has become an integral part in our way of
doing business.

Earlier during the Gujarat earthquake, HUL had adopted and

reconstructed a new village, Yashodadham, in Bhachau Taluka of
Kutch district. Yashodadham, spread over 25 acres, comprises 289
homes, school building, an exclusive playground for children and a
multi-purpose community centre, including an anganwadi (creche),
health centre, community room and panchayat office, an underground
reservoir and an overhead tank for water. All the dwelling units have
electricity, and piped water and are now fully occupied.

64
HUL is India's largest Fast Moving Consumer Goods company, touching
the lives of two out of three Indians. HULs mission is to add vitality
to life" through its presence in over 20 distinct categories in Home &
Personal Care Products and Foods & Beverages. The company meets
everyday needs for nutrition, hygiene, and personal care, with brands
that help people feel good, look good and get more out of life.

Special Education & Rehabilitation

Under the Happy Homes initiative, HUL supports special education and
rehabilitation of children with challenges.

Asha Daan:

The initiative began in 1976, when HUL supported Mother Teresa and
the Missionaries of Charity to set up Asha Daan, a home in Mumbai for
abandoned, challenged children, and the destitute. Subsequently, Asha
Daan has also become a home to the HIV-positive. The objective in
supporting Asha Daan was and continues to be to share the
organsation's prosperity in supporting the Mother's mission of serving
the "poorest of the poor". Asha Daan has been set up on a 72,500-
square feet plot belonging to HUL, in the heart of Mumbai city. HUL
bears the capital and revenue expenses for maintenance, upkeep and
security of the premises. The destitute and the HIV-positive are
provided with food, shelter and medication for the last few days of
their lives. The needs of the abandoned challenged children are also
met through special classes of basic skills, physiotherapy and, if
possible, corrective surgery. At any point of time, it takes care of over
300 infants, destitute men and women and HIV-positive patients.

65
Over the years, HUL has opened schools for challenged children with a
sharper objective of supporting families of such children, helping the
children become self-reliant by learning appropriate skills to be
productive members of the household.

Ankur:
In 1993, HUL's Doom Dooma Plantation Division set up Ankur, a centre
for special education of challenged children. The centre takes care of
children with challenges, aged between 5 and 15 years. Ankur
provides educational, vocational and recreational activities to over 35
children with a range of challenges, including sight or hearing
impairment, polio related disabilities, cerebral palsy and severe
learning difficulties. These physically and mentally challenged children
are taught skills, such as cookery, painting, embroidery, bamboo
crafts, weaving, stitching, etc depending on their aptitudes. The centre
has rehabilitated 10 children, including self-employment for 6 children
by providing them with shops, and 3 girls have been provided
employment as creche attendants. It has also moved to normal
schools 18 children. Since inception it has covered about 80 children.
Ankur received the Lawrie Group Worldaware Award for Social
Progress in 1999 from HRH Princess Royal in London.

Kappagam:
Encouraged by Ankur's success, Kappagam ("shelter"), the second
centre for special education of challenged children, was set up in 1998
on HUL Plantations in South India. It has 17 children. The focus of
Kappagam is the same as that of Ankur. The centre has 17 children,
being taught self-help skills, useful vocational activities like making of
paper covers, greeting cards, wrapping papers, fancy stationery,

66
napkins, brooms made out of coconut leaves, candles, and also some
home care products. About 12 of the children have become relatively
self-reliant by earning through crafts learnt at the centre. Since
inception, it has covered about 28 children.

Anbagam:
Yet another day care center, Anbagam ("shelter of love"), has been
started in 2003 also in the South India Plantations. It takes care of 11
children. Besides medical care and meals, they too are being taught
skills such that they can become self-reliant and elementary studies.

Over 20,000 individuals have benefitted from the Happy Homes

initiatives since inception. HUL is wholeheartedly involved with all four
centres and will continue to be involved in the future.

HINDUSTAN UNILEVER LIMITED DECEMBER QUARTER 2005

RESULTS

Total Sales grow by 14.4%; FMCG Sales growth at 15.8%

HPC and Foods grow by 17% and 9% respectively; Broad
based growth across categories
PBIT grows 13.5%; Net Profit increases by 56%
EPS for 2005 grows 17.6%; Final Dividend Rs 2.50 per share of
Re 1/- each; Total Dividend Rs 5.00 per share for 2005

Mumbai, February 14, 2006: Hindustan Unilever Limited (HUL)

announced its results for December Quarter 2005. Growth momentum
achieved in the last three quarters has been sustained with total sales

67
growing by 14.4%. Domestic FMCG sales were higher by 15.8% with
both Home and Personal Care (HPC) and Foods performing well.

HPC business grew by 17.3% driven by strong performance in all

categories. Significant sales growth was achieved in the highly
competitive categories of Laundry and Shampoo. Soaps recorded good
growth, with Lux growing handsomely reflecting in market share gains.
All the brands in Skin category maintained their strong performance
leading to a double digit growth for the category. Consumer relevant
innovations continue to drive off-take and key innovations during the
quarter include the re-launch of Thick and Strong Sunsilk Pink, Lux
variants for the 75-year celebrations, and the national launch of
Jasmine Fresh Rin Advanced Powder.

In Foods business, Tea achieved a modest growth despite a declining

market and falling commodity prices; Coffee continued to perform
well. Processed Foods business grew strongly, albeit on a low base.
The Icecream business also achieved a 33% increase in sales, led by
the impulse category. Relaunch of Knorr soup with a superior mix and
introduction of new variants was the key Foods innovation during the
quarter.

Profit before Interest and Taxes (PBIT) increased by 13.5% after

absorbing a 50% higher spend in Advertising and Promotions. Higher
crude oil price led cost pressures continued, particularly in Laundry
category, but were mitigated by aggressive cost effectiveness
programs. Profit after tax (PAT) grew by 22.7% due to a lower
effective tax rate and Net profit, including the impact of exceptional
items was higher by 56%.

68
For full year 2005, total sales were 11.4% higher than in the
previous year, with broad based growth across categories leading to
both HPC and Foods businesses growing by 14% and 8%, respectively.
Judicious price increases coupled with robust cost saving initiatives
partly neutralised the impact of both cost escalations, particularly in
the Laundry category, and the higher investments behind brands.
Consequently, PBIT increased by 1.1%. A lower tax charge for the
year resulted in a PAT growth of 12.9%. Net Profit and Earnings Per
Share at Rs 6.40, grew by 17.6%.

Mr Harish Manwani, Chairman commented: We have sustained the

growth momentum in December quarter and it continues to be broad
based across HPC and Foods categories, particularly, in the
competitive categories of Laundry and Shampoo. This was driven by
higher investment behind our brands with exciting innovations,
excellent activation, new initiatives in Customer Management and with
significantly higher levels of A&P spends. The double digit sales
growth of over 11% for the year 2005 has been achieved after a gap
of six years.

Our strategic priority remains unchanged. We will continue to

leverage our focused portfolio of powerful brands to sustain market
leadership and grow our market position across strategic brands and
categories. In a competitive landscape, we shall continue to deliver
consumer value and invest behind our brands. We recognize the
challenge of inflationary cost pressures driven by crude oil prices and,
in the competitive context, achieving cost leadership across the
extended supply chain continues to be a key priority.

69
DIVIDEND

The Board of Directors at their meeting held on February 14th, 2006

has proposed a final dividend of Rs 2.50 per share of Re 1 each,
subject to the approval of the shareholders at the annual general
meeting. This along with the interim dividend of Rs 2.50 per share
amounts to a total dividend of Rs 5.00 per share for the year 2005.

HUL is India's largest Fast Moving Consumer Goods company, touching

the lives of two out of three Indians. HULs mission is to add vitality
to life through its presence in over 20 distinct categories in Home &
Personal Care Products and Foods & Beverages. The company meets
everyday needs for nutrition, hygiene, and personal care, with brands
that help people feel good, look good and get more out of life.

HUL TRANSFERS TEA ESTATES INDIA TO MAXWELL GOLDEN

TEA PRIVATE LIMITED

Mumbai, March 01, 2006: Hindustan Unilever Limited (HUL) has

transferred its entire shareholding in its 100% subsidiary Tea Estates
India Limited (TEIL) to Maxwell Golden Tea Private Limited (MGT), a
Woodbriar Group company on March 1, 2006. TEIL owns 8 tea estates
and 6 factories for processing tea in the high-yielding belt of
Tamilnadu with an average annual output of approx. 10,500 metric
tons.

70
Woodbriar Group has interests in plantations, insurance services and
real estate. The Groups gardens are spread across the premium tea
growing regions in Tamilnadu and Kerala. HUL management believes
that the proposed transfer to Woodbriar Group is in the best interest of
the tea plantation business and all its stakeholders. Existing terms and
conditions of services of all TEIL employees will be fully protected in
accordance with applicable laws and terms of their employment.

The acquisition of TEIL by Woodbriar Group will provide scale and

bring in synergy benefits to Woodbriar Group, as a large portion of
TEIL gardens are contiguous to the existing tea gardens of Woodbriar
Group. Canara Bank, Madurai Circle has funded the debt component to
Woodbriar Group for this acquisition.

With this disposal of shareholding in TEIL, HUL has completed its exit
from its tea plantations business both in South India and Assam. It
may be recalled that HUL had sold its interests in Rossell Industries
Limited and Doom Dooma Tea Company Limited in Assam during the
last 12 months.

DSP Merrill Lynch Limited acted as financial advisor to Hindustan

Unilever Limited .

About HUL:
HUL is India's largest Fast Moving Consumer Goods Company,
touching the lives of two out of three Indians. HUL's mission is to "add
vitality to life" through its presence in over 20 distinct categories in
Home & Personal Care Products and Foods & Beverages. The company
meets everyday needs for nutrition, hygiene, and personal care, with

71
brands that help people feel good, look good and get more out of life.
For more information visit www.HUL.com

COMPETITORS

The Procter & Gamble Company Company Profile

The Procter & Gamble Company (P&G) is a brand behemoth.

The world's #1 maker of household products courts market
share and billion-dollar brands. P&G's products fall into three
categories: global beauty care; global health, baby, and family
care; and global household care. It also makes pet food and
water filters and produces soap operas (As the World Turns).
More than 20 of P&G's brands are billion-dollar sellers (including
Actonel, Always/Whisper, Bounty, Charmin, Crest,
Downy/Lenor, Folgers, Iams, Olay, Pampers, Pantene, Pringles,
Tide, and Wella). Acquisitive P&G bought Clairol in 2001 and a
majority of Wella in 2003. Its purchase of Gillette in late 2005
was its biggest buy in company history.

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Financial Highlights
Fiscal Year End: June
Revenue (2005): 56741.00 M
Revenue Growth (1 yr): 10.40%
Employees (2005): 110,000
Employee Growth (1 yr): 0.00%

RESEARCH METHODOLOGY

The section includes the overall research design, the sampling

procedure, the data collection method, the field method, and analysis
and procedure.

RESEARCH DESIGN
For this research project exploratory method is using

DATA COLLECTION METHOD

The data collect for the research can be classified as primary data and
secondary data. Primary data is by visiting existing customer and
expected customer of Hindustan Unilever Limited and making them fill
up the questionnaire. Secondary data is from internet, books,
magazine etc.

RESEARCH INSTRUMENT

The instrument use for data collection is structured questionnaire.

Question is open and close ended depending upon the information that

73
needed to be elicited. I am also using the scaling technique to assess
the attitude of the customer.

SAMPLING PLAN
Keeping all the constrains in mind a sample size of 100 people .The
sampling procedure is systematic sampling

74
 SCOPE

The Indian FMCG market currently appears to be at a crossroads, and

HUL are attempting to change customer perceptions of their brands
and where specific buying motivations appear to be replacing
generalities.

This meanwhile, is quite unlike the west where buyers consider

aesthetics, comfort and safety, not necessarily in that order, before
finalising a purchase. Its smarter to think about emotions and
attitudes, if marketers are to do a better job of marrying what a HUL
offers to the consumers image of the offerings. Another important
outcome of the research is the believability of the claims. Most of the
claims are realistic and easy to understand. Most of the people dont
understand the quality claims by HUL.

The mindset of the Indian consumer is such that he is delighted if he

buys a pen a little cheaper than his neighbour. Things are, however,
slowly changing and customers at the upper end of the market are
now ready to pay more for more. I hope that this approach will soon
enter the new era, maybe not with the same intensity .

Success will largely be determined to the extent a company

can differentiate itself in terms of intangibles that go with a Product.
Thus, success could well hinge on the best of bundle of services that
HUL provides.HUL grew from zero to the 2,268 Million $, mark and the
number One FMCG company in India this year. Looking at the present
scenario it can be said that though there is lot of competition in the
market but HUL is picking up well. The landmark achievement comes
in 74 years in India after clinching its first overseas sale.

75
FINDINGS, DATA ANALYSIS AND CONCLUSIONS WHEN
COMPARED WITH PROCTER AND GAMBLE LTD.

Findings

On the basis of research, we found that there is a nominal difference in

the efficiency of Hindustan leaver limited. vis--vis Procter and Gamble
Ltd. I have reached to this conclusion on the basis of following
findings. They are as follows.

Product line

Hindustan leaver limited

HUL Home & Personnel Care

> In personal Wash they have Lux , Lifebuoy, Liril, Hamam,

Breeze, Dove, Pears and

Rexona .

In Laundry they have Surf Excel, Rin and Wheel.

In skin care their brands are Fair N Lovely and Ponds.
In hair Care they have Sunsilk Naturals and Clinic All clear.
In Oral Care their brands are Pepsodent and Close-up.
In Deodorants they have Axe and Rexona.
In Colour Cosmetics they have Lakeme.
In Ayurvedic Personal And Health Care they have Ayush.

76
FOODS

In tea they have the brand name brook bond and lipton.
In coffee they have bru.
In foods they have kissan and kinnor annpuran.
In ice creams they have the kwality walls.

WATER

Hindustan Unilever Limited has launched pueit, the most

advanced in home water purifier in the world.

Procter and Gamble P&G Hygiene and Health care ltd. markets
several leading brands: Whisper sanitary napkins in the Feminine
Hygiene category; Health care products such as Vicks VapoRub, vicks
action 500, Vicks Cough Drops, Vicks Inhaler; skin care and cosmetic
products viz. Old Spice.

P&G Home Products Ltd. markets several leading brands. In Fabric

Care P&G has two of its world leading detergents Tide and Ariel, in
Hair Care they have Pantene Pro V, Head & Shoulders and Rejoice. In
Baby Care they have Pampers.

CONCLUSION- As Hindustan Unilever Limited has more brands in

its basket then Procter and gamble so it is more close to common man
and touching his or her daily life in a more comprehensive manner.

77
DEALERS

Hindustan leaver limited While choosing the dealers HUL mainly

emphasizes on the market potential of that area, dealers financial
position, and dealers back ground (previous business), present
business, goodwill and risk taking capabilities ,by the good
responsibility of the dealer.

Procter and Gamble there is no difference as such in the process of

selection of dealers in Procter and Gamble also. Like HUL, P&G also
considers dealers financial position; present business, goodwill and
risk taking capabilities.

Conclusion: Dealers of HUL are satisfied by the companies support in

there sales because the company provides them with various schemes
and discounts, whereas satisfaction of P&G dealers lies in good
promotional activities, advertisement and the flexibility that the
company provides them. According to the senior officials of P&G it was
found that its a volume based company, hence all the above stated
parameters helps the dealer to attract more and more customers.

MODE OF TRANSPORTATION

Hindustan leaver limited; HUL uses modified trucks and rails to

deliver the products from various production sites to the dealers. They
are using new state of the art technology so that they can even track
every single bottle of shampoo. Transportation cost is shared by HUL
and the dealer.

Procter and Gamble P&G is also using road and railway

transportation system to deliver product from various production sites
to the dealers. They are also using latest Information Technology to
track there consignment whose backend is managed by infosys. Each
dealer has to keep the Good Receipt Note (GRN) number and report of
the whole items of delivered products. Transportation cost is paid by
P&G.

78
Conclusion: Both P&G and HUL uses advanced tracking technology to
track the goods and both companies use railways and roadways for
transporting there products. In HUL transportation cost is shared by
HUL and the dealer, where as at P&G, transportation cost is paid by
P&G.

FLEXIBILITY

Hindustan leaver limited As far as flexibility is concerned; our group

found that HUL provides more flexibility in terms of delivery of
produce. HUL has there own warehouses in every state and if the
dealer orders more , he is supplied with the products in time.

Procter and Gamble As far as flexibility is concerned; our group

found that P&G does not provides more flexibility in terms of delivery
of produce and in taking order from dealers.

Conclusion: our group has found that Dealers of HUL are more
satisfied than the dealers of P&G and therefore HUL is a step ahead in
terms of flexibility of placing orders and accepting orders from the
dealers.

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 DISTRIBUTION CHANNEL STRUCTURE

Hindustan Unilever limited- Hindustan Unilever Limited channel

structures consist of whole seller, mass retailers, rural and modern
trade. Their new approach to distribution is holistic and seeks a three
way convergence of product availability brand communication and
brand experience. They are reinventing distributioncreating new
channels and redefining the way current channels are serviced. They
are building new capabilities in training the large number of people
involved in these initiatives.

Procter and gamble- Procter and gambles channel structure also

have whole sellers, mass retailers. They are revamping the companys
distribution system using efficient consumer response {E C R}
principles. The new distribution system has given the company
considerable cost and process efficiencies while significantly availability
and visibility of the companys product in the stores.

Conclusion- Our group has found that H.L.L. has more effective and
efficient distribution network as compared to P & G, which increases
the availability and presence of HUL product. HUL is also given
emphasis on penetrating the rural market as well.

80
 DEALING WITH UNSOLD & DAMAGED MERCHANDISE

Hindustan Unilever Limited-It depends on the condition and type of

the product. If company feels that it is not the fault of the dealer then
company would return it, unsold products are mostly taken back by
HUL

Procter And Gamble- P & G replaces the damaged product with the
new one, it means that the damaged product are replaced by new
product.

Conclusion- Our group has found that both the companies take back
the unsold product however P & G is more flexible in returning the
damaged product as compared to the HUL. Hence P & G is more
flexible here.

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 PERFORMANCE APPRAISAL SYSTEM

Hindustan Unilever Limited- The performance appraisal system in

Hindustan Unilever Limited is done under the supervisory of the
Appraisal supervisor. The supervisor keep track of the performance of
the employees and based on their performance he choose the right
method of performance appraisal. The main method of performance
appraisal that have been adopted by Hindustan Unilever Limited are
360 degree appraisal and supervisory appraisal methods. it is done as
an early exercise and performance appraisal parameter is the past
performance of the employees.

Procter And Gamble- the performance appraisal system in Procter

and gamble is also done under the supervisory officer and almost
same method are used as in the Hindustan Unilever Limited .

Conclusion- the conclusion that our group has found that there is
hardly any differences is the performance appraisal methods in both
the companies .both the companies are taking almost the same
measures and same parameters for performance appraisal , however
both the company were not willing to disclosed any changes brought in
performance appraisal system during the past five years .both of the
companies said that there have been change in some areas and which
has shown positive results, but not willing to give any reasons and
what changes have been brought.

82
 TARGETS

Hindustan Unilever Limited : HUL has different channel members

with specified targets and they are intended to increase sales, HUL has
also made changes in channel members during 2001-2006 to increase
sales of the company. Every channel member has to fulfill there given
targets, channel members expect the company of ROI. Every channel
member gets credit period of two weeks. There was also change in
performance appraisal system during 2001-2006 to improve sales.
HUL has also made changes in commercial terms intended to increase
the sales in different channels and also to increase profit margins to
company.

Procter And Gamble- P&G also has different channel members with
specified targets and they are intended to increase sales .P&G also
made changes in channel members during 2001-2006 to increase
sales of the company. The channel members expect ROI depending on
there knowledge and on there performance to. Channel members get
credit period of 30 days. Payment terms of P&G are also flexible to the
channel members and P&G also has flexible payment terms P&G also
offers many discounts to these channel members. P&G has made
many changes to there commercial terms during 2001-2006 to
increase sales.

83
Conclusion-Both HUL and P&G are flexible to channel members, but
HUL runs some monopoly over the market by offering a credit period
of only two weeks where as P&G offers credit period of 30 days. HUL
also sets targets to there channel members and provides very less
margins to dealers compared to P&G.

84
 SALES FUNCTIONING

Hindustan Unilever Limited : HUL is emphasizing on rural areas

through project Shakti these days and sales also have been increased
and HUL does not have any sales outlets HUL assigns sales territory to
there sales persons according to there skill and experience and assigns
targets to them. Performance appraisal of sales force is done by
appraisal supervisor and it is done through 360 degree appraisal
method, parameter used is performance of the sales personnel . HUL
adopts on the job and off the job training system to there sales force it
is emphasized on improving skill and experience of the sales
personnel. Sales personnel are motivated through incentives and
promotions.

Procter And Gamble: P&G has increased the number of outlets in the
country and the population in the area also increased and there is no
effect on sales. P&G sets targets to there sales force on the basis of
increase or decrease in demand and also according to the previous
sales , sales territories are assigned according to the capabilities of the
sales personnel, responsibility of the sales personnel is to clarify the
doubts of the customer and make sales of the product. Performance
appraisal of sales force is done by the manager by doing meeting with
them parameters of appraisal is increase or decrease in sales it is done
on monthly basis. P&G trains their sales force by on the job training
and training process is emphasized on skill and experience, P&G has
also brought many changes in the training system that has affected its
sales too. P&G motivates their sales force by providing them with
targets and incentives.

85
Conclusion; Both P&G and HUL trains their sales force and has a good
performance appraisal system, P&G does appraisal on a monthly basis
depending on increase and decrease of sales where as HUL does it
once in a year.

86
 RECOMMENDATIONS

Both the companies having good market share in India and it keep on
increasing. Both the co. i.e. HUL and P&G should open exclusive shop.
HUL is already having exclusive shop in Mumbai called SANGAM
STORE. But it is only in India so it should be increased. The employee
should be given uniforms in which the name of the company should be
printed, by doing this the sales people get motivated. These shops
should be opened for 24 hours. They should offer 24 hours free home
delivery system. The delivery vehicle should be attractive the name of
the company should be printed in that so that it becomes the sources
of advertisement.

The companies should emphasis on its advertisement, there should be

BRAND FIT in that. For example when lux launch its advertisement
with sharukh khan with girls. It was heavily criticized because it was
not fit with the brand. It adversely affect the opinion of the customer
and it results in decrease in sales.

Both companies should emphasis their business in areas. They should

penetrate their business in the rural areas. 69% of the Indian
population lives in rural areas. There is huge market there and very
less market has been penetrated. Both these companies should
concentrate on rural areas. P&G has been hardly been seen in the rural
areas.

So they should increase their presence.

87
They should increase their CSR activities in northern India. At present
they are currently doing their CSR in southern India. So they should
increase their activities in north India also.

88
 SUGGESTIONS

Key attribute components:

Value for money and Customer Care

Operational attributes.
Physical attributes.
Brand Image.
Customer Specific Details.
In any correspondence with the customers the message should be sent
in these components only to have the maximum benefit from the
advertisement. Also these components should be dealt with
independently. The advertisements should speak only of the believable
concepts rather than glorifying the pretentious ones. The basic need of
the customer need to be addressed which is actually not much
expensive and better quality.

HUL sales growth in june 2004 was decreased due to the problem
with promotion and pricing. Although being the most competitive
product on the basis of the Market Operating Price (MOP), the
shampoos are still not selling much. This is perhaps due to the
bargaining stress on the customer and the weak push given by the
dealer to the particular item, when actually it should be sold like a high
volume product.
Another serious suggestion is that HUL must give good attention to
their all the products rice and all are not getting much attention. The
dealers dont provide much support to the customers in making them
understand the real Quality behind them. Either, the technical details
should be presented in a clearer manner or the dealers need to be
educated properly.

89
 LIMITATIONS

Everything in this world has its own advantages and disadvantages

which shows nothing is perfect.

Following are the problems faced but its a part of game:

1. TIME CONSUMING: It is very much obvious that it is a time

consuming process. So much time has been spent for this purpose.

2. LOW PARTICIPATION: Obviously many respondents have not

participated in this and have also created some problems which
simply shows that they were not interested.

3. BIASNESS: Sometimes interested customers were also biased so

the collected figures involve both positive and negative figures.

4. It does not cover all the aspects of the company.

5. SUBJECTIVE: This project only tells you what it is all about.

90
 BIBLIOGRAPHY

1. The Times of India and Hindustan Times

2. The Economic Times

3. Companys brochure

4. www.google.co.in

5. www.HUL.com

91
 ANNEXURE

SPECIMEN

CUSTOMER SURVEY QUESTIONNAIRE

Name
Age
Address

Q1. How many members are there in your family?

Q2. Have you ever heard of HUL (Hindustan Unilever Limited )?

YES ______ NO ______

If Yes, from where?

Newspaper Magazines
Television Others _______

Q3. Are you using any HUL product?

YES NO

92
Q4. If Yes, then are you satisfied?

YES NO

Q5. If No, then reason being

Poor quality High prices

No services Others

Q6. Which brand do you use in the following categories :

Personal Wash

Lux __________ Breeze ___________

Dove __________ Others ___________

Laundary

Surf Excel _______ Rin ________

Wheel Others

Skin Care

Fair&Lovely ________ Ponds ________

Sunslik Naturals ________ Others ________

Oral Care
Pepsodent ________ Close-up ________
Others ________

93
 Deodorants

Axe ________ Lakme ________

Rexona ________

Colour Cosmetics
Lakme ________ Others ________

Q7. What Recommendations or suggestions would you like to

give for improvement of our products?

94
 RETAILER SURVEY QUESTIONNAIRE

1. Do you keep products of Parle in your shop? ( please tick mark

on the appropriate answer)

a).Yes b). No
.

(If the answer is yes then go to question number: 3 )

2. Why dont you keep the products of Parle in your shop or why
did you stop keeping its products?

Yes No

a). erratic supply

b). lack of demand
c). low margin
d). no supplier
e). dont know about the company

3. Which products of HUL do you keep?

Personal Wash

Lux __________ Breeze ___________

Dove __________ Others ___________

Laundary

Surf Excel _______ Rin ________

Wheel Others

Skin Care

Fair&Lovely ________ Ponds ________

95
 Sunslik Naturals ________ Others ________
Oral Care

Pepsodent ________ Close-up ________

Others ________

Deodorants

Axe ________ Lakme ________

Rexona ________

Colour Cosmetics

Lakme ________ Others ________

4. What is the sales/demand of the product?

1. Very High
2. High
3. Average
4. Rarely
5. Very Rarely
6. Never

96
5. From whom do you purchase your product?

1). Distributor
2). Dealer
3). Agency
4). Wholesaler

6. How do you rate the delivery process by the dealer?

1. Excellent
2. Above Average
3. Average
4. Below Average
5. Extremely Poor

7. How many dealers are there in the district?

a).One
b)Two.
c)Three.
d)More than three.

8. Which vehicle do they mainly use for delivery?

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1). Two wheeler
a). scooters__ , b). motorbike__.

2) Three wheeler
3) Four wheeler
a) van__ ,b) truck__,c) others__.

13. What are the other schemes and incentives offered by

them?
___________________________________________________
___________________________________________________.

14. What improvements would you like to have in the

distribution process?

_________________________________________________
_________________________________________________

PERSONAL DETAILS:
Name: ___________________________________________
Address: _________________________________________
Cont. No.: ________________________________________
Signature: ________________________________________

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