PROJECT REPORT

ON

Character Ethics of ITC LTD.

SUBMITTED IN PARTIAL FULFILLMENT FOR THE
AWARD OF THE DEGREE OF BACHELOR OF
BUSINESS ADMINISTRATION 2022-25
UNDER THE GUIDANCE OF:
MS. SWATI VERMA

SUBMITTED BY:
DAKSH SINGHAL
Roll no: 09929801722 Batch No. (BBA II SEM E Section)

Vivekanand School of Business Studies

Vivekananda Institute of Professional Studies AU Block (Outer Ring Road) Pitampura Delhi -
110034
Table of Contents

Student declaration… ............................................................................................................... i

Certificate from Guide .............................................................................................................. ii

Acknowledgement ...................................................................................................................... iii

Executive Summary… ................................................................................................................ iv

CHAPTER 1 INTRODUCTION

1.1 Purpose of the study……………………………………………………………….

1.2 Research Objectives of the study………………………………………………….

1.3 Research Methodology…………………………………………………………….

CHAPTER -2

Company Profile……………………………………………………………………………….

CHAPTER -3

Findings and Analysis……………………………….……………………………………………….

CHAPTER -4

Conclusions & Recommendations ……….…………………………………………………….

Bibliography

Annexures

STUDENT UNDERTAKING

This is to certify that I have completed the Project titled “Character Ethics of ITC Ltd.”
under the guidance of “Ms. Swati Verma” in partial fulfilment of the requirement for the
award of degree of Bachelor of Business Administration at Vivekananda Institute of
Professional Studies, Vivekananda School of Business Studies, New Delhi. This is an
original piece of work and has not been submitted elsewhere.
DAKSH SINGHAL

CERTIFICATE

This is to certify that the project titled “Character Ethics of ITC Ltd.” is an academic work
done by “Daksh Singhal” submitted in the partial fulfilment of the requirement for the
award of the degree of Bachelor of Business Administration from Vivekananda Institute of
Professional Studies, Vivekananda School of Business Studies, New Delhi., under my
guidance & direction. To the best of my knowledge and belief the data & information
presented by him in the project has not been submitted earlier.
Ms. SWATI VERMA

Signatures
 ACKNOWLEDGMENT

With profound sense of gratitude and regard, I convey my sincere thanks to my guide
and mentor, for their valuable guidance and the confidence they instilled in that
helped me in the successful completion of the project report.

I wish to express my sincere gratitude to my project guide Ms. SWATI VERMA,

“VIVEKANANDA INSTITUTE OF PROFESSIONAL STUDIES” under whose
guidance the study was undertaken. Without her guidance at each stage of the project
study, the task could not have been accomplished. This acknowledgment would be
incomplete without thanking the college faculty who helped me in all possible ways
their whole hearted cooperation. Last but not the least I am ever grateful to my
friends for their help and support in completing my project.
 EXECUTIVE SUMMARY OF THE PROJECT

This topic has been chosen to study the Character Ethics of ITC Ltd. There
are certain prospective on Which a company sells their products in to the
market and diversifies their business. This project has been a great learning
experience for me; at the same time, it gave me enough scope to implement
my analytical ability. Full project gives an insight about the strategies and its
various aspects. It is purely based on whatever the researcher learned at
Vivekananda Institute of Professional Studies. All the topics have been
covered in a very systematic way. The project describes the analysis of
various products of ITC and its various aspects.

ITC’s businesses and brands are focused almost entirely on the Indian
markets. and despite being most well-known for its tobacco brands such as
Gold Flake, the business is now diversifying into new FMCG (Fast Moving
Consumer Goods) brands in a number of market sectors Including cigarettes,
hotels, paper, agriculture, packaged foods and confectionary, branded apparel,
personal care, greetings cards, Information Technology, safety matches, incense
sticks and stationery. Examples of its successful new FMCG products include:

Aashirvaad - India's most popular atta brand with over 50% market share. It is
also present in spices and instant mixes.
► Minto - Mint-0 Fresh is the largest cough lozenge brand in India
► Bingol - a new introduction of finger snacks.
► Kitchens of India - pre-prepared foods designed by ITC's master chefs.
► Sunfeast - is ITC's biscuit brand (and the sub-brand is also used on
some pasta products).
 CHAPTER- I
INTRODUCTION
 1.1 Purpose of Study

The purpose of this study is to search through the multifaceted dimensions of ITC Limited
and explore its significance as a case study. ITC is an Indian conglomerate (Mixture of
firms) with a diverse business portfolio encompassing sectors such as fast-moving
consumer goods (FMCG), hospitality, paperboards, paper & packaging, agribusiness, and
information technology, among others. By examining ITC, we aim to understand the
company's purpose, its impact on society, and its contributions to sustainable development.

Company Overview:
Provide a comprehensive overview of ITC, including its history, founding principles, and
core values. Highlight its growth trajectory, financial performance, and market presence
both in India and globally. Emphasize the company's commitment to sustainability and
corporate social responsibility.

Business Divisions:
Explore the various business divisions of ITC, such as FMCG, hotels, paperboards,
packaging, agri-business, and information technology. Describe the key products and
services offered in each division. Discuss how ITC has diversified its operations to mitigate
risk and capitalize on emerging market opportunities.

Sustainable Development Initiatives:

Examine ITC's sustainability initiatives and how they align with the United Nations
Sustainable Development Goals (SDGs). Highlight the company's efforts in areas such as
water conservation, renewable energy, afforestation, and social initiatives focused on
education, healthcare, and women empowerment. Analyze the impact of these initiatives on
ITC's business and society at large.

Corporate Governance and Ethics:

Discuss ITC's corporate governance structure, emphasizing its commitment to ethical
practices, transparency, and stakeholder engagement. Examine the company's policies and
frameworks related to risk management, compliance, and board diversity. Evaluate the
impact of strong corporate governance on ITC's long-term sustainability and reputation.

1.2 RESEARCH OBJECTIVES

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• To find the product's design specification are based on the requirements of
the target market and the manufacturing facilities available are up to it.
• The producers target market & what are their needs.
• The product's performance; i.e., how suitable it is for its end use and what
are its aftercare requirements.
• The quality of the fibers, and manufacture: e.g., how adequate are lye,
fastenings and seam allowance.
• The product's aesthetic appeal or stylistic qualities.
• The producers price. To know whether il gives value for money,
• Any safety or moral issues. Whether the product conform to safety
regulations. And Its impact on the environment.

2
 1.3 RESEARCH METHODOLOGY

Research and experimental development are creative work undertaken systematically to

increase the stock of knowledge. including knowledge of humanity, culture and society, and
the use of this stock of knowledge to devise new applications (OECD (2002) Frascati
Manual: proposed standard practice for surveys on research and experimental development,
6th edition. It is used to establish or confirm facts, reaffirm the results of previous work,
solve new or existing problems, support theorems, or develop new theories. A research
project may also be an expansion on past work in the field. To test the validity of
instruments, procedures, or experiments, research may replicate elements of prior projects,
or the project as a whole. The primary purposes of basic research are documentation.
discovery, interpretation, or the research and development of methods and systems for the
advancement of human knowledge. Approaches to research depend on epistemologies,
which vary considerably both within and between humanities and sciences. There are
several forms of research: scientific, humanities, artistic, economic, social, business, etc.

TYPES OF DATA:

PRIMARY DATA: • Primary Data is data that has not been previously published,
i.e., the data is derived from a new or original research study and collected al the
source.
e.g., in marketing. it is information that is obtained directly from first-hand sources
by means or surveys. observation or experimentation.

SECONDARY DATA: • Secondary data, is data collected by someone other than the
user. Common sources of secondary data for social science include censuses.
organizational records and data collected through qualitative methodologies or
qualitative research.

CHAPTER- II
3
 COMPANY PROFILE
INTRODUCTION

ITC Limited (BSE: 500875) or ITC Is an Indian public conglomerate

company headquartered in Kolkata, West Bengal, India. Its diversified
business Includes four segments: Fast Moving Consumer Goods (FMCG),
Hotels, Paperboards, Paper & Packaging and Agri Business. ITC's annual
turnover stood at $7 billion and market capitalization or over $33 billion.
The company has Its registered office in Kolkata. It started off as the
Imperial Tobacco Company, and shares ancestry with Imperial Tobacco of
the United Kingdom, but it is now fully Independent, and was rechristened to
In dia Tobacco Company in 1970 and then to I.T.C. Limited in 1974. ITC is
rated among the World's Best Big Companies, Asia's 'Fab 50' and the World's
Most Reputable Companies by Forbes magazine and among India's Most
Valuable Companies by Business Today. ITC ranks among India's '10 Most
Valuable (Company) Brands'. in a study conducted by Brand Finance and
published by the Economic Times. ITC also ranks among Asia's 50 best
performing companies compiled by Business Week.
ITC has a diversified presence in FMCG (Fast Moving Consumer Goods),
Hotels, Paperboards & Specially Papers, Packaging, Agri-Business and
Information Technology. While ITC is an outstanding market leader in its
traditional businesses of Hotels, Paperboards, Packaging, Agri-Exports and
Cigarettes, ii is rapidly gaining market share even in its nascent businesses of
Packaged Foods & Confectionery, Branded Apparel, Personal Care and
Stationery.
ITC Is one of India's foremost private sectors. As one of India's most
valuable and respected corporations, ITC is widely perceived to be
dedicatedly nation-oriented. Chairman Y. C. Deveshwar calls this source of
inspiration " a commitment be beyond the market''. In his own
words: "ITC believes that Its aspiration to create enduring value for the
nation provides the motive force to sustain growing shareholder value. ITC
practices this philosophy by not only driving each of its businesses towards

4
international competitiveness but by also consciously contributing to
enhancing the competitiveness of the larger value chain of which It is a part."

ITC's diversified status originates from its corporate strategy aimed at

creating multiple drivers of growth anchored on its time-tested core
competencies: unmatched distribution reach, superior brand-building
capabilities, effective supply chain management and acknowledged service
skills in hoteling. Over time, the strategic forays into new businesses are
expected to gamer a significant share of these emerging high-growth markets
in India.

ITC's Agri-Business is one of India's largest exporters of agricultural

products. The ITC group's contribution to foreign exchange earnings over the
last ten years amounted to nearly US$ 4.9 billion, of which Agri-exports
constituted 56%. The Company's 'e-Choupal' initiative is enabling Indian
agriculture significantly enhance its competitiveness by empowering Indian
farmers through the power of the Internet. This transformational strategy,
which has already become the subject matter of a case study at Harvard
Business School, is expected to progressively create for ITC a huge rural
distribution infrastructure, significantly enhancing the Company's marketing
reach.
ITC's wholly owned Information Technology subsidiary. ITC InfoTech India
Lid, provides IT services and solutions to leading global customers. ITC
InfoTech has carved a niche for itself by addressing customer challenges
through innovative IT solutions.
ITC's production facilities and hotels have won numerous national and
international awards for quality, productivity, safely and environment
management systems. ITC was the first company in India to voluntarily seek
a corporate governance rating, ITC employs over 26,000 people at more than
60 locations across India.
The Company continuously endeavors to enhance its wealth generating
capabilities in a globalizing environment to consistently reward more than 4,
08, 000 shareholders, fulfill the aspirations of its stakeholders and meet
societal expectations.

5
This over-arching vision or the company is expressively captured in Its
corporate positioning statement "Enduring Value. For the Nation. For the
Shareholder.

History

ITC was Incorporated on August 24, 1910 under the name Imperial Tobacco
Company or India Limited. As the Company's ownership progressively
Indian ltd, the name or the Company was changed from Imperial Tobacco
Company to India Tobacco Company Limited in 1970 and then to I.T.C.
Limited in 1974.

In recognition or the Company's multi-business portfolio encompassing a

wide range of businesses Fast Moving Consumer Goods comprising Foods,
Personal Care, Cigarettes and Cigars, Branded Apparel, Education and
Stationery Products, Incense Sticks and Safety Matches, Hotels, Paperboards
& Specialty Papers, Packaging, Agri-Business and Information Technology-
the full stops in the Company's name were removed effective September 18,
2001.

The Company now stands rechristened 'ITC Limited'. In 2002, ITC's

philosophy of contributing to enhancing the competitiveness of the entire
value chain found yet another expression in the Safety Matches initiative.

ITC's foray into the marketing of Agarbattis (incense sticks) in 2003 marked
the manifestation of its partnership with the cottage sector. Mangaldeep is a
highly established national brand and is available across a range of
fragrances like Rose, Jasmine, Bouquet, Sandalwood, Madhur, Sambrani etc.

RESEARCH & DEVELOPMENT

ITC is committed to delivering world-class products and services. This

requires a clear focus on continuously striving to create a higher value to
customers by achieving excellence in all Company's operations. Business
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excellence calls for a passionate focus on technology, products, services,
processes and an operating environment firmly anchored to an impregnable
foundation of Quality.

ITC firmly believes that quality is not a specifically assignable task. needs to
be firmly rooted and institutionalized. In the culture and value system of the
Company. ITC nurtures a culture of striving for continuous improvement in
quality, be it in products, services, systems or performance. The Company is
committed to the establishment of systems and processes to promote
organizational creativity and innovation.

ITC's development of its Integrated Quality Management System (IQMS) is

based on its strong foundation of implementing ISO 9001:2000, ISO 14001,
OHSAS 18001, SA 8000, HACCP (for Foods) and IQRS
(performance rating and benchmarking of the quality management system).

All ITC manufacturing units have ISO quality certification. Almost all
contract manufacturing units in the Foods Business and all large hotels have
food safety and quality systems certified by accredited 'third party' in
accordance with 'Hazard Analysis Critical Control Points' (HACCP)
standards. Additionally, the quality of all FMCG products of the Company is
regularly monitored through 'Product Quality Rating System' (PQRS). The
Leaf Tobacco and Printing & Packaging businesses have achieved work-
class ratings in the 'International Quality Rating System' (IQRS) for business
excellence in which key processes are rated against international bench
marks and certified by accredited 'third party' independent assurance
providers.

STRENGTHS

ITC leverage its traditional businesses to develop new brands for new
segments. For example, ITC used its experience of transporting and
distributing tobacco products to remote and distant parts of India to the
advantage of ITC FMCG products. ITC master chefs from its hotel chain are
often asked to develop new food concepts for its FMCG business. ITC is a
7
diversified company trading in a number or business sectors including
cigarettes, hotels, paper, agriculture, packaged foods and confectionary,
branded apparel, personal care, greetings cards, Information Technology,

safety matches, incense sticks and stationery.

WEAKNESSES

The company's original business was traded in tobacco. ITC stands for
Imperial Tobacco Company of India Limited. It Is interesting that a business
that is now so involved in branding continues to use its original name,
despite the negative connection or tobacco with poor health and premature
death.

To fund its cash guzzling FMCG start-up, the company is still dependent
upon its tobacco revenues. Cigarettes account for 47 per cent of the
company's turnover. and that in itself is responsible for 80% of its profits. So,
there is an argument that ITC's move Into FMCG (Fast Moving Consumer
Goods) is being subsidized by its tobacco operations. Its Gold Flake tobacco
brand is the largest FMCG brand in India - and this single brand alone holds
70% of the tobacco market.

OPPORTUNITIES
Core brands such as Aashirvaad, Mint-o, Bingo! And Sun Feast (and others)
can be developed using strategies of market development, product
development and marketing penetration.
ITC is moving into new and emerging sectors including '1formation
Technology, supporting business solutions.
E-Choupal is a community of practice that links rural Indian farmers using
the Internet. This is an original and well thought of initiative that could be
used in other sectors in many other parts of the world. It is also an ambitious
project that has a goal of reaching 10million farmers in 100,000 villages.
ITC leverages e-Choupal In a novel way. The company researched the tastes
of consumers in the North, West and East of India of atta (a popular type of
8
 wheat Hour), then used the network to source and create the raw materials
from farmers and then blend them for consumers under purposeful brand
names such as Aashirvaad Select in the Northern market, Aashirvaad MP
Chakki in the Western market and Aashirvaad in the Eastern Market. This
concept is tremendously difficult for competitors to emulate.
Chairman Yogi Deveshwar’s strategic vision is to tum his Indian
conglomerate into the country's premier FMCG business.
Per capita consumption of personal care products in India is the lowest in the
world offering an opportunity for ITC's soaps, shampoos and fragrances
under their Wills brand.
THREATS
The obvious threat is from competition, both domestic and international. The
laws of economics dictate that if competitors see that there is a solid profit to
be made in an emerging consumer society that ultimately new products and
services will be made available. Western companies will see India as an
exciting opportunity for themselves to find new market segments for their
own offerings.
ITC's opportunities are likely to be opportunities for other companies as
well. Therefore, the dynamic of competition will alter in the medium-term.
Then ITC will need to decide whether being a diversified conglomerate is
the most competitive strategic formation for a secure future.
LIST OF PRODUCTS & BUSINESSES

1. FMCG
► Cigarettes & Cigars
► Lifestyle Retailing
► Personal Care
► Education and Stationery
► Agarbattis & Safety Matches
2. Hotels

3. Paperboards & Packaging

► Paperboards and Specialty Papers
► Packaging

9
 Figure 1.1 ITC products

4. Agri- Business
► Agri Commodities & Rural
► Services
► E-croupal
► Lear Tobacco, Spices & Agri Inputs

5. Information Technology

ITC BUSINESSES

FMCG
It is ITC’s strategic intent to secure long-term growth by synergizing and
blending the diverse pool of competencies residing in its various businesses
to exploit emerging opportunities In the FMCG sector.
The Company's institutional strengths- deep understanding of the Indian
consumer, strong trademarks, deep and wide distribution network, Agri
sourcing skills, packaging know-how and cuisine expertise continue to be
effectively leveraged lo rapidly grow the new FMCG businesses. Over the
last few years, ITC has rapidly scaled up presence in its newer FMCG
businesses comprising Branded Packaged Foods, Lifestyle Retailing,
Education and Stationery products, Personal Care products, Safely Matches

10
and Incense Sticks (Agarbatti) with Segment Reve s growing at an
impressive compound annual growth rate of 38% during the last 5 years.
The Company's unwavering focus on quality, innovation and differentiation
backed by deep consumer insights, world-class R&D and an efficient and
responsive supply chain will further strengthen is leader stop position in the
Indian FMCG Industry.

CIGARETTES & CIGARS

ITC is the market leader in cigarettes in India. With its wide range of
invaluable brands, ITC has a leadership position in every segment of the
market. ITC’s highly popular portfolio of brands includes Insignia, India
Kings, Lucky Strike, Classic, Gold Flake, Navy Cut, Players, Scissors,
Capstan, etc.
The Company has been able to consolidate its leadership position with single
minded focus on continuous value creation for consumers through significant
investments in creating & bringing to market innovative product designs,
maintaining consistent & superior quality, state-of-the-art manufacturing
technology, & superior marketing and distribution. With consumers &
consumer Insights driving strategy, ITC has been able to fortify market
standing in the long-term, by developing & delivering contemporary offers
relevant to the changing attitudes & aspirations of the constantly evolving
consumer.

ITC's cigarettes are manufactured in state-of-the-art factories at Bengaluru,

Munger, Saharanpur, Kolkata and Pune, with cutting-edge technology &
excellent work practices benchmarked to the best globally. An efficient
supply- chain & distribution network reaches India's popular brands across
the length & breadth of the country.

FOODS
ITC made its entry into the branded & packaged Foods business in August
2001 with the launch of the Kitchens or India brand. A more broad-based
entity has been made since June 2002 with brand launches in the
Confectionery, Staples and Snack Foods segments.
The packaged foods business is an ideal avenue to leverage ITC's proven
strengths in the areas of hospitality and branded cuisine, contemporary
11
packaging and sourcing of agricultural commodities. ITC's world-famous
restaurants like the Bukhara and the Dum Pukht, nurtured by the Company's
Hotels business, demonstrate that ITC has a deep understanding of the Indian
palate and the expertise required to translate this knowledge into delightful
dining experiences for the consumer. ITC has stood for quality products for
over 100 years to the Indian consumer and several of its brands are today
internationally benchmarked for quality.
The Foods business carries forward this proud tradition to deliver quality
rood products to the consumer. All products of ITC's Foods business
available in the market today have been crafted based on consumer insights
developed through extensive market research.
Leadership in the Foods business requires a keen understanding of the supply
chain for agricultural produce. ITC has over the last 100 years established a
very close business relationship with the farming community in India and is
currently in the process or enhancing the Indian farmer’s ability to link to
global markets, through the e-Choupal initiative, and produce the quality
demanded by its customers.
The Foods business is represented in 4 categories:
• The Ready to Eat Foods
• Staples
• Confectionary
• Snack Foods
In order to assure consumers of the highest standards of food safety and
hygiene, ITC is engaged in assisting outsourced manufacturers in
implementing world-class hygiene standards through HACCP certification.
The unwavering commitment to internationally benchmarked quality
standards enabled ITC to rapidly gain market standing in all its 7 brands:

Figure 1.2 Food business

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LIFESTYLE RETAILING
ITC's Lifestyle Retailing Business Division has established a nationwide
retailing presence through its Wills Lifestyle chain of exclusive specialty
stores. Wills Lifestyle, the fashion destination, offers a tempting choice of
Wills Classic work wear, Wills Sport relaxed wear, Wills Clublife evening
wear, fashion accessories and Essenza Di Wills - an exclusive range of fine
fragrances and bath & body care products and Fiama Di Wills - a range of
premium shampoos and shower gels. Wills lifestyle has also introduced Wills
Signature designer wear, designed by the leading designers of the country.
With a distinctive presence across segments at the premium end, ITC has
also established John Players as a brand that offers a complete fashion
wardrobe to the male youth of today.

Figure 1.3 Lifestyle Retailing

EDUCATION & STATIONERY

ITC made its entry to the education and stationery business with its
Paperkraft brand in the premium segment in 2002; and later expanded into
the popular segment with its Classmate brand in 2003. By 2007, Classmate
became the largest Notebook brand in the country. Together, Classmate and
Paperkraft offer a range of products in the Education & Stationery space to
the discerning consumer, providing unrivalled value in terms of product &
price.

Classmate and Paperkraft have become a natural extension of the consumer.

Meticulous understanding of consumer needs helped creating a relevant and
comprehensive portfolio satisfying the needs of different sets of consumers.

13
ITC is the manufacturer of India's first Ozone treated environment friendly
Elemental Chlorine Free (ECF) pulp, paper and paperboard. It blends its
knowledge or image processing, printing and conversion garnered from
Packaging & Printing Business with its brand building and trade marketing
& distribution strengths resident in its FMCG business to offer superior
value products to consumers.

HOTELS

ITC Hotels, India's premier chain of luxury hotels was launched on October
18, 1975, with the opening of its first hotel Chola Sheraton (now
rechristened as My Fortune) in Chennai. Since then, the ITC Hotels brand
has become synonymous with Indian hospitality. With over 100 hotels in
more than 90 destinations, ITC Hotels has set new standards of excellence in
the hotel industry in Accommodation, Cuisine, Environment and Guest
Safety.

A leader in the premium hospitality segment, ITC Hotels have had the
privilege of hosting world leaders. Heads of State and discerning guests from
across the world and within. As one of India's most dynamic hospitality
chains, ITC Hotels has set standards for excellence in the hotel industry by
pioneering the concept of branded accommodation. The chain has developed
three brands of accommodation ITC One', ‘Tower’ and the 'Executive Club'
to differentiate between the needs of various travelers and provide high
levels of service.

14
First to introduce branded cuisine, its restaurants Bukhara, Dakshin and Dum
Pukht are renowned for their delicious and authentic Indian cuisines from the
different regions of India. ITC Hotels also showcases international cuisine in
its specially restaurants West View and Pan Asian.

ITC Hotels has strategically customized Its hotels and appropriately

categorized them to fulfill the service and budgetary needs of travellers. With
its exclusive strategic tie up with Starwood for its top-of-the-line premium
brand the 'Luxury Collection', the group is strengthening Its international
marketing stance. ITC Hotels was also Instrumental In bringing the
'Sheraton' brand to India, with which II enjoyed a three-decade exclusive
partnership. ITC Hotels properties are classified under four distinct brands:

Figure 1.4 ITC Hotels - Luxury Collection

ITC Green Centre

The ITC Green Centre in Gurgaon, the headquarters of ITC's Hotels

Business is the physical expression of this commitment to sustainability.
Ecological, Social and Economic. This building is one of the world's largest
green buildings with space of over 170,000 square feet and the first non-
commercial complex in the country to be awarded the United States Green
Building Council-Leadership in Energy and Environmental Design's
(USGBC-LEED) platinum rating - the highest in the order.
At ITC Green Centre, energy consumption has been reduced significantly
through design integration. The building has been designed to maximize the
effect of natural light during daytime, largely eliminating the need for
artificial ones. At the same time, the window glass, while allowing fight
inside, does not allow heat. This not only keeps the office cool from inside
during the day, but also decreases the load on air-conditioners. Again, there
is minimum exterior lighting to limit night sky pollution. The water
consumption has dropped by 40 per cent and, with a water re-cycling plant
the building is now a zero waler discharge building.

15
 Figure 1.5 Green Centre

ITC Hotels - Empowering Differently-abled people

ITC Hotels has established that if provided with an opportunity to work and
become self-sufficient, people who are differently abled can significantly
contribute to the workplace, families and the community. ITC Hotels has taken a
positive step in this direction by employing people who are differently abled
across its hotels. ITC Hotels believes that everyone should be treated with
sensitivity and empathy. The models it has created have been effective and have
succeeded in sensitizing other employees to the needs of those differently-abled.
Keeping in mind their specific skills, over 100 differently abled have been
employed in diverse functions like housekeeping, teleworking, bakery and as
musicians. Special badges for the visually impaired, whistles for hearing impaired
employees to use in an emergency and sign language classes for the staff to
communicate with them are just a few examples of how ITC Hotels has created an
atmosphere of sensitivity and caring.

ITC Hotels has also published a booklet aimed at sharing experiences with the rest
of the corporate world and laying down a step-by-step guide to demystify the
perceived complexities around employing persons with disabilities.

PACKAGING

16
ITC's Packaging & Printing Business is the largest value-added converter of
paperboard packaging in South Asia. ft converts over 70,000 tons of paper,
paperboard and laminates per annum into a variety of value-added packaging
solutions for the food & beverage, personal products, cigarette.
liquor and consumer goods industries.

The Division, which was set up in 1925 as a strategic backward integration

for ITC's Cigarettes business, is today India's most sophisticated packaging
house. Stale-of-the-art technology, world-class quality and a highly skilled
and dedicated team have combined lo position ITC as the first-choice
supplier of high value-added packaging.

The Division supplies value-added packaging to ITC's various FMCG

businesses. fts client list includes several well-known national and
international companies like Nokia. Colgate Palmolive. Pemod Ricard,
Diageo, British American Tobacco. Philip Morris international, Agio Cigars,
UB Group. Tata Tetley. Tata Tea, Reckitt Benckiser, Radico Khaitan, Akbar
Brothers, Surya Nepal, VST industries, etc.

With three packaging factories at Tiruvottiyur near Chennai (in the South),
Munger in Bihar (in the East), and Haridwar (in the North of India), the
Company offers a comprehensive product range in packaging backed by its
packaging expertise over the decades and cutting-edge technology making It
truly a "One stop shop for Packaging".
ITC’s Packaging business has 3 major product lines:
• Carton Board Packaging
• Flexible packaging
• Tobacco Packaging

Carton Board Packaging: ITC occupies a leadership position in catering to

the needs of the liquor, mobile phones & food. ITC offers a range of value
additions for carton board packaging such as UV offset printing, Foil
Stamping, Embossing, Window patching & lined cartons, etc.

17
 .......... ._,-::;;-,t_
.._ .0
.-: -'J,

Figure 1.6 Carton Board Packaging

Flexible Packaging: is an area of high growth, supported with investments in

technology and equipment from world class suppliers. ITC offers a
completely integrated solution for laminates from Pre-press, In-house Blown
Film, cast film, Extrusion Lamination, Hot Mett Coating, specialty pouching
and bag making. This is backed by in house cylinder making and pre-press
support.

Figure 1.7 Flexible Packaging

Tobacco packaging: ITC offers a range of products line including flip top
boxes (Square, Round, Beveled and Pillow Pack Hinge lids etc,), Outers,
Soft Cup labels, Pack inserts, Printed cork tipping, printed overwraps, inner
frames. ITC makes value added shoulder boxes for cigars and cigarettes. ITC
supplies packaging for over 80 billion cigarettes a year domestically, and
supplies packaging for 15 billion cigarette sticks a year for the export market
to leading tobacco majors.

18
 Figure 1.8 Tobacco packaging

innovation & New Product Development

ITC has enhanced the value of some of the most favored brands with
superior look-and-reel packaging, using the best raw materials and process
combinations, and an in-house pre-press Design Centre,

A Product Introduction Process team pioneers packaging innovations. The

team uses a unique process 10 pilot the client’s packaging through its
manufacturing system. Specifications are evolved based on clients' needs
based on which a variety of packaging solutions is generated. The efficacy of
the packaging is tested simulating the client’s factory conditions. ITC has
contemporary laboratories for its 3 product lines for testing packaging
requirements.

Green Packaging

ITC Packaging has pioneered offering of Green Packaging which includes

usage of raw material from sustainable sources and conversion of the same
in a facility which is 100% powered by renewable energy (Wind Energy).
This clean energy initiative along with the other sustainability initiatives
helps the Packaging Business to significantly contribute to ITC being a
carbon Positive, Water Positive and Solid Waste Recycling Positive
Company.

19
INFORMATION TECHNOLOGY

Formed in 2000, ITC InfoTech has today carved a niche for itself in the
arena or global IT services and solutions. The company has established
technology Centers of Excellence (CoE) to deepen capabilities and incubate
cutting-edge technical competencies. A robust outsourcing model,
comprehensive suite of differentiated solutions & services and focus on
excellence in execution has provided the company a leadership position in
chosen domains.

ITC InfoTech’s customer centric go-to-market approach is organized by

industry verticals. The company services industries including, Banking
Financial Services & Insurance (BFSI), Consumer Packaged Goods (CPG),
The company enjoys the rare advantage of having a practitioner's expertise
in some of these industry verticals, which has in part been bequeathed by
parent ITC Limited, which runs market leading businesses in these verticals.
While an enterprise range of technology capabilities and world class quality
processes form the foundation or ITC InfoTech’s cutting-edge IT service
strength, a sharp domain focus ensures that IT services delivery always
places business needs ahead or technology.

ITC InfoTech provides IT solutions by addressing customer pain points

through innovative solutions, optimizing their IT landscape and maximizing
returns from IT investments. The company focuses on developing deep and
differentiated capabilities to enhance expertise in specific Industry domains,
business solutions and technologies. This steadfast focus on delivering
enduring value to customers has formed the bedrock of the ITC InfoTech’s
growth strategy. The company has been successful in attaining differentiation
in niches and continues to gain competitive advantage and strengthen market
standing. ITC InfoTech’s leadership capabilities also accrue from
businesscritical engagements with leading organizations across five
continents, and a service delivery footprint spanning over 140 countries.

20
ITC InfoTech conforms to the highest standards in international process
quality, with ISO 27001, ISO 9001, CMMi Level 3 and BS 7799
accreditations. These reflect the company's ongoing enterprise-wide focus to
ensure that every engagement, program and project delivers international
quality consistently.

ITC InfoTech nurtures its employees through numerous training and

development programs 10 help them actualize their potential. The
overarching objective is to ensure for each individual, a wholesome and
challenging job profile, thereby constantly aligning individual aspirations to
organizational needs. ITC InfoTech offers global careers, global exposure
and a diversity of opportunities to create business and technology leaders of
tomorrow.

The company became the first Indian IT company to receive the prestigious
Social Accountability (SA) 8000:2008 certification. SA8000 is widely
accepted as the most viable and comprehensive international workplace
management system.

21
 CHAPTER - III
ANALYSIS &
INTERPRETATION

ANALYSIS OF MARKETING ACTIVITIES

ITC had launched nearly all the products range off Non tobacco Products; they are
very aggressive in their distribution of such products. The existing network of
ITC's Cigarettes distribution is being used extensively for the sales all products of

22
ITC Food division. They are trying to capitalize the market by associating the
products with the ITC brand.
1. ITC Pricing strategy

The pricing of the ITC food division depends upon the Customers' demand
schedule, the cost function and the competitors' price. The pricing of the
company is such that it caters to the need of all income groups of people but
special provision has been kept for Low- a nd mi ddle-i ncome group, and
their pricing are competitive with respect to other players like Britannia,
Parle and Brisk farm. The company follows the Going rate pricing that is the
price of the product depends upon the competitor’s price. The firm chooses
pricing more or less the same as Markel leader.

2. ITC Promotional activities

A particular budget is allocated for the promotion of the products, the local
promotion scheme is decided by the Area Sales Managers. ii give its
suggestion to the district office and that is forwarded to the Head Quarter in
Kolkata, another promotional scheme for Biscuits a particular number of
cases is given freely to the distributors according to the amount of sale they
make, this was a drop-down promotion i.e., of the number of free. ITC had
launched nearly all the products range off Non tobacco Products; they are
very aggressive in their distribution of such products.
3. ITC Promotional activities
A particular budget is allocated for the promotion of the products, the local
promotion scheme is decided by the Area Sales Managers. ii give its
suggestion to the district office and that is forwarded to the Head Quarter in
Kolkata. n another promotional scheme for Biscuits a particular number of
cases is given freely to the distributors according to the amount of sale they
make, this was a drop-down promotion i.e., of the number of free cases that a
particular distributors gels, off them ascertain part is reserved for the retailers
and customer if they buy a certain level of biscuit quantity.

CONSUMER BUYING DECISION

The main driver in attracting the consumers Is quality of the product itself
with near ,5% of the people surveyed citing ii as the main criterion for
choosing the product, followed by past experience of the consumer with the
brand

23
(17.6%). Price was third criterion with a percentage of 11.7% of the people
surveyed gave importance during buying.

Figure 3.1 Reason for Purchasing

An effective advertisement will attract more and more customer to buy,

helps in the brand and image formation, and informative in telling the
USP or the product.

Figure 3.2 Effectiveness of Advertisement

The above graph shows the experience of the customer alter using the
product I.e., whether they were satisfied with the product as a whole. The
higher the satisfaction level higher will be the chances that the customer will
buy the same brand again and again that leads to the building of the Brand
loyalty.

Figure 3.3 Consumer Satisfaction

24
The Availability of the Product determines the effectiveness and the penetration of the
distribution channel or that
particular brand among the
people.

Figure 3.4

MARKET STAND OF ITC LTD. In 2022

MARKET POSITIONING
Market capitalization of over US $ 33 billion. Turnover of US $ 7 billion. Its
Agri-Business is one of India’s largest exporters of agricultural products. One
of the country’s biggest foreign exchange earners (US $ 3.2 billion),
MARKET & COMPETITION
Indian Foods market is a monopolistic market There are many competitors in
all the categories and although they all have similar products available at
similar prices, they are trying to prove themselves different through their
marketing strategies. However, entry to this business is easy and ITC has
utilized this fact very efficiently to their benefit as they entered into the
several categories among this Foods business.
Ready To Eat
ITC entered the branded spices market in 2005 and the Instant Mix segment
in 2006, both under the Aashirvaad Brand. As on April 2006, the total
turnover In the Indian ready-to-eat and ready-to-cook segments was only
around Rs.700 million. But it continued to post an annual growth of 20%. By
early 2006, though ITC had captured a 35% market share in the ready-to-eat
segment. MTR was the clear market leader with close to 60% in market

25
share. ITC exported 40-50% of Kol brand products (in tons of volumes) to
the US, Canada, UK. Switzerland, and Australia.

In May 2006, ITC planned to introduce ten more varieties under the Kol
brand within a price range of Rs.35 to Rs.98. In 2007. Some new products
have been launched under Ready to Eat category like chutneys, curries,
conserves, biryanis (Noor Mahal, Bhori Biryani and some new range of
products under Gharana (Paneer Malai, Keema Mutter). After launching all
these products ITC FOODS is looking to share SO to 60% or market by
2008- 2009, Following are the major competitors ITC is competing with in
Ready to Eat category:

BRANDS DESCRIPTION
Gits Gits produces the selected range of popular ready to
cook and instant foods that cover a range of ethnic
Indian cuisine-and where the recipes have “Global
pallet acceptance·.

Haldirams Offers packaged Bhelpuri chats such as SevPuri,

Chana Masala, Samosa, Pakoras, Alu Tikki, Pao
Bhaji, Gol Gappa, Dhokla among others,
Ethnic Offers packaged sweets, syrups, namkeens, cookies,
Kitchens pickles, aloo Masala, Bhujia, Bhelpuri, Chana Dal,
Kajui Ladoo and many more items.

MTR MTR foods currently comprise twenty-two

delicious and completely authentic Indian curries,
gravies and rice.

Priya Foods Priya has a range of popular traditional recipes

starting
from Dal Makhani, Navaratan Kurma to Palak
Paneer, Paneer Butter Masala, Punjabi Chhole and
Rajma Masala along with true southern delicacies
like Andhra Veg Pulav, Mango Dal, Gongura Dal.

Table 3.5 Ready to Eat category:

26
 Figure 3.6 Market Share- Ready to Eat

Confectionery

Confectionary market in India is about Rs.2500 crore. It is loosely divided

into seven categories:
1. Hard boiled candies

2. Toffies

3. Eclairs

4. Chewing gum

5. Bubble gum

6. Mints

7. lozenges

ITC has currently in market with its two brands “Mlnt-0” and ·Candyman·.
ITC’s Mint-O fresh secured a 17% share or Indian cough lozenges market
ahead of former leader Perfetti which only achieved 14.3% with chloramine
The Indian giant marked the confectionary sector in 2002 and has only two
brands “mint-0 fresh” and “Candyman.

27
 Figure 3.7 Market Share- Confectionery

Biscuits:
Indian biscuit market is estimated to be around 5000 crores. Biscuit industry
in India in the organized sector produces around 60% of the total production,
the balance 40% being contributed by the unorganized bakeries. ITC with its
premium product SUNFEAST, is acquiring a big share of market. Within
few years, they are able 10 get 12% share of the market.

BRITANIA ITC PARLE PRIYAGOLD

Ltd. (Sunfeast)
Tiger Marie Parle-g Butter Bite
Nutrichoice Dream cream Krack-Jack Classic Cream
Junior Good Milky Magic Monaco Butter Lite
Day, Fit kit Kreams Big Boss
50 50, Choco Nut Hide and seek Marie lite
Treat Butter Nut Milk Shakti Magic Gold
Pure Magic,
Milk Bikis
Good Morning.

28
 Table 3.3 Share of ITC Ltd. Biscuit industry of India

STRATEGIES OF ITC

Corporate Strategies
• Sustain multiple dri11ers of growth.
• Pursue world class competitiveness in all businesses.
• Best-in-class.
• Organization & governance.
• Blend core competencies & leverage ITC umbrella strengths.

Marketing Strategies

1. Pricing Strategy:

 Market follower

2. Promotional Strategy:

 Local promotional schemes- Area Sales Manager.

 National schemes- Depending upon the project allocated.

3. Distribution Strategy:
 Strict compliance standards, low profit margins, intense
competition, high customer-service expectations.
 Fast &effective sales ordering processes.

PRODUCT MIX OF ITC

29
 Figure 3.11Product Mix or ITC Ltd.

DATA ANALYSIS AND INTERPRETETION

PRIMARY DATA

AGE

Figure 3.12

Options Below 15 15-25 25-40 Above 40 Total

Responses 10 91 15 6 114

GENDER

Figure 3.13

30
Gender Male Female Others Total

Responses 65 47 2 114

Figure 3.14

Options Yes No Total

Response 70 44 114

Based on the provided information, the pie chart represents the

responses to the question about awareness of ITC Ltd.'s sustainability
initiatives and responsible business practices.

The pie chart indicates that 61.9% of people responded "Yes" and
38.1% responded "No."

The pie chart suggests that a majority of the respondents (61.9%) are
aware of ITC Ltd.'s sustainability initiatives and responsible business
practices, while a significant proportion (38.1%) is not aware

31
 Figure 3.15

The bar graph represents the factors that influenced people's decision
to purchase or use products/services offered by ITC Ltd. The graph
shows the percentage of people who chose each factor as their
influencing factor.

According to the graph:

Quality of Products was the most influential factor, chosen by 66 people

or 57.9% of the respondents.

Availability was also a significant factor, with 66 people or 57.9% of

the respondents considering it important.

Brand Loyalty was chosen by 53 people or 46.5% of the respondents as

a factor influencing their decision.

Attractive Packaging was considered important by 38 people or

33.3% of the respondents.

Goodwill was mentioned by 40 people or 35.1% of the respondents as

an influencing factor.

The remaining factors, collectively referred to as "others," were specified

by a small percentage (1.8%) of the respondents.

These percentages indicate the relative importance of each factor as

perceived by the respondents. The graph suggests that quality of
products and availability are the most influential factors, followed by
brand loyalty, attractive packaging, and goodwill.
32
 Figure 3.16

The bar graph represents the ratings given by respondents for the
quality of ITC Ltd.'s products/services on a scale of 1 to 5. The graph
shows the number of people who selected each rating option.

Here's a breakdown of the ratings and the percentage of people who

chose each option:

Rating 1: 3 people, which accounts for 2.6% of the respondents.

Rating 2: 4 people, which accounts for 3.5% of the respondents.

Rating 3: 25 people, which accounts for 21.9% of the respondents.

Rating 4: 50 people, which accounts for 43.9% of the respondents.

Rating 5: 32 people, which accounts for 28.1% of the respondents.

33
 Figure 3.17

The bar graph represents the responses of a group of people

regarding their purchase or usage of different products or services
offered by ITC Ltd.

45 people, which is approximately 39.5% of the respondents, have

purchased or used Fast-Moving Consumer Goods (FMCG) products
offered by ITC Ltd. FMCG products typically include items like
packaged foods, beverages, personal care products, and household
items. 72 people, which is approximately 63.2% of the respondents,
have purchased or used education and stationary items from ITC Ltd.
These products could include stationery supplies, notebooks, pens,
pencils, and other educational materials. 53 people, which is
approximately 46.5% of the respondents, have purchased or used
personal care products from ITC Ltd. 22 people, which is
approximately 19.3% of the respondents, have purchased or used
products related to ITC Ltd.'s agribusinesses. 28 people, which is
approximately 24.6% of the respondents, have purchased or used
services related to ITC Ltd.'s hotels. This suggests that these
individuals have utilized the hospitality services provided by ITC
Ltd., such as staying at their hotels or resorts.

34
 Figure 3.18

Options Yes No Maybe Total

Responses 78 17 19 114

Based on the given information, the pie chart represents responses

to the question, "Have you ever purchased or used any
products/services offered by ITC Ltd.?

According to the chart, 68.1% of people responded "Yes," 15%

responded "No," and 16.8% responded "Maybe.

The "Yes" category is the largest, indicating that a majority of people

have purchased or used products/services offered by ITC Ltd. The
"No" category is smaller, indicating that a smaller percentage of
people have not used any of their products/services. The "Maybe"
category represents those who are unsure or undecided about their
interaction with ITC Ltd.

35
 Figure 3.19

Options Likely Less likely Total

Responses 65 49 114

According to the information given, 57.5% of people are likely to

switch to a competitor's product or service, while 42.5% are less
likely to do so.

In this case, the "likely" category is the largest slice at 57.5%,

indicating that the majority of people are inclined to switch to a
competitor's product or service if it offers similar quality at a lower
price

The "less likely" category accounts for 42.5% of the pie chart,
suggesting that a significant portion of respondents are hesitant to
switch to a competitor's offering even if it offers similar quality at a
lower price.

36
 Figure 3.20

Options Better Similar Worse Not sure Total

Responses 53 35 8 17 113

According to the information, 46.9% of people perceive ITC Ltd's

brand reputation as better than its competitors, 31% perceive it as
similar, 15% are not sure, and the remaining percentage falls into the
"maybe" category.

• The "better" category is the largest slice at 46.9%, indicating

that a significant proportion of people perceive ITC Ltd's
brand reputation as superior to its competitors.

• The "similar" category accounts for 31% of the pie chart,

indicating a considerable portion of respondents perceive
ITC Ltd's brand reputation to be on par with its competitors.

• The "not sure" category represents 15% of the pie chart,

suggesting that a smaller proportion of people are unsure
about ITC Ltd's brand reputation compared to its competitors.

• The "maybe" category represents the remaining percentage.

37
 Figure 3.21

Options Yes No Maybe Total

Responses 62 18 33 113

According to the information given, 54.9% of people are satisfied

with the information and communication provided 15.9% are not
satisfied and 29.2% are uncertain or neutral. The "yes" category is the
largest slice at 54.9%, indicating that the majority of respondents are
satisfied with the information and communication provided by ITC
Ltd. through their online platforms.

The "no" category accounts for 15.9% of the pie chart, indicating a
smaller proportion of people are dissatisfied with the information and
communication.

The "maybe" category represents 29.2% of the pie chart, indicating a

significant portion of respondents are uncertain or have a neutral
stance regarding their satisfaction.

38
 Figure 3.22

Options Regularly Often Sometimes Never Total

Responses 10 34 39 30 113

According to the information given, 8.8% of people interact with ITC

Ltd. regularly, 30.1% interact often, 26.5% never interact, and
34.5% interact sometimes.

In this case, the "sometimes" category is the largest slice at 34.5%,

indicating that the majority of people interact with ITC Ltd. through
their online platforms on an occasional basis. Overall, this
interpretation reveals that the majority of respondents (34.5%)
interact with ITC Ltd. through their online platforms sometimes,
followed by those who interact often (30.1%). A significant portion
(26.5%) indicated that they never interact, and a smaller proportion
(8.8%) reported regular interactions

39
 Figure 3.23

The bar graph represents the ratings given by a total of 113

individuals for the quality of ITC Ltd.'s products/services on a scale
of 1 to 5. Here is the breakdown of the ratings:

• 4 people, accounting for 3.5% of the respondents, rated the

quality as 1.

• 9 people, representing 8% of the respondents, rated the quality as

2.

• 31 people, comprising 27.4% of the respondents, rated the quality

as 3.

• 41 people, making up 36.3% of the respondents, rated the quality

as 4.

• 28 people, which corresponds to 24.8% of the respondents, rated

the quality as 5.

40
 Figure 3.24

Options Yes No Maybe Total

Responses 68 15 30 113

According to the information given, 60.2% of people responded "Yes,"

13.3% responded "No," and 26.5% responded "Maybe."

In this case, the majority of respondents (60.2%) answered "Yes," indicating

that a significant portion of the respondents would recommend ITC Ltd.’s
products or services to others.

The "No" category represents a smaller proportion (13.3%), suggesting that a

minority of respondents would not recommend the company's offerings.

The "Maybe" category represents a significant percentage (26.5%),

indicating some uncertainty or indecision among the respondents.

41
 Figure 3.25

Options Familiar Somewhat familiar Not familiar Total

Response 52 47 15 114

The pie chart provides the percentage of people in each familiarity

category. According to the information given, 45.6% of people are
familiar with ITC Ltd (shown in blue), 13.2% are not familiar (shown
in red), and 41.2% are somewhat familiar (shown in orange).

The largest slice in the pie chart corresponds to the category with the
highest percentage. In this case, the familiar category has the largest
slice, accounting for 45.6% of the population.

The smaller slices represent the remaining familiarity categories. The

not familiar category accounts for 13.2% of the pie chart, while the
somewhat familiar category represents 41.2%.

CHAPTER- IV

42
CONCLUSION AND
RECOMMENDATIONS

CONCLUSION

• ITC promoting their brands through advertisement campaign as

well as door to door promotion.
• ITC is also focusing on Retailers and Wholesalers to promote
their brand.
• The demand for some of their product is low, because people
don't know about their brands very well.
• ITC knows their strength and weakness in the personal care
market, so they are applying new concept to overcome their
weaknesses.
• ITC now offering more margins, exiting offers and long credit
period to retailers and wholesalers.

43
 RECOMMENDATIONS

• Diversification: ITC is known for its diversified business portfolio, which

helps reduce risk by spreading investments across multiple sectors. This
diversification can provide stability and mitigate the impact of volatility in
any one industry.
• FMCG Segment: ITC has a strong presence in the FMCG sector with
popular brands like Aashirvaad, Sunfeast, Bingo, and Classmate. The
FMCG industry in India has shown consistent growth over the years, driven
by increasing consumer spending and urbanization. This segment can
provide a stable source of revenue for ITC.
• Agri-business: ITC has a significant presence in the agri-business sector,
including agricultural commodities, trading, and exports. With a focus on
rural development and farmer empowerment, ITC has been working on
initiatives to improve farm productivity and create sustainable livelihoods.
• Regulatory Environment: It's important to consider the regulatory
environment in which ITC operates. The tobacco industry, which has been a
significant part of ITC's business, is subject to strict regulations and faces
challenges related to health concerns and increased taxation.
• Sustainable Practices: ITC has made sustainability a core part of its business
strategy. The company has implemented various environmentally friendly
initiatives and has set ambitious targets for carbon emissions reduction and
water conservation. This focus on sustainability can resonate positively with
investors and consumers alike.
• Financial Performance: When evaluating any company, it's crucial to assess
its financial performance, including revenue growth, profitability, debt
levels, and cash flow.

BIBLIOGRAPHY

In this project report, while finalizing and for analyzing quality problem in
details the following books magazines/ journals and websites have been
referred. All the material detailed below provides effective help and a
guiding layout while designing this text report.

44
 www.itcportal.com

www.wikipedia.org

www.economictimes

www.indiatimes.com

www.moneycontrol.com

www.google.com

www.bseindia.com

www.perfettivanmelle.in

www.cadburyindia.com

www.nesUe.in

www.rediff.com

www.thehindubusinessline.co

m www.kitchensofindia.com

www.aashirvaad.com

www.bingeonbingo.com

www.mycandymanclub.com

www.sunfeastharabanao.co

Economic times

ANNEXURES

Age Group

a) Below 15
b) 15 to 25
c) 25 to 40
d) Above 40

45
Gender

a) Male
b) Female
c) Other
How familiar are you with ITC Ltd.?

a) Familiar
b) Somewhat Familiar
c) Not Familiar
Have you ever purchased or used any products/services offered by ITC Ltd.?

a) Yes
b) No
c) Maybe
If yes, please specify the ITC Ltd. products/services you have purchased/used.

a) FMCG Products
b) Education and Stationary Items
c) Personal Care Products
d) Agribusinesses
e) Hotels

How would you rate the quality of ITC Ltd.'s products/services on a scale of 1 to
5? a) 1
b) 2
c) 3
d) 4
e) 5

What factors influenced your decision to purchase/use ITC Ltd.'s

products/services?

a) Quality Of Products
b) Availability
c) Brand Loyalty
d) Attractive Packaging
e) Goodwill

46
Are you aware of ITC Ltd.'s sustainability initiatives and responsible business practices?
a) Yes
b) No
Which aspects of ITC Ltd.’s sustainability initiatives do you find most impressive?

a) Environmental conservation
b) Social Welfare Programs
c) Education and Healthcare Initiatives
d) Community Development
e) Employee Welfare
Would you recommend ITC Ltd.’s products or services to others?

a) Yes
b) No
c) Maybe
How would you rate ITC Ltd.'s customer service and support?
a) 1
b) 2
c) 3
d) 4
e) 5

How frequently do you interact with ITC Ltd. through their online platforms (website,
social media, etc.)?

a) Regularly
b) Often
c) Sometimes
d) Never

Are you satisfied with the information and communication provided by ITC Ltd. through
their online platforms?

a) Yes
b) No
c) Maybe
How do you perceive ITC Ltd.’s brand reputation compared to its competitors?
a) Better

47
 b) Similar
c) Worse
d) Not Sure
How likely are you to switch to a competitor's product/service if it offers a similar quality at
a lower price?

a) Likely
b) Less Likely

48