A

PROJECT REPORT
ON
RTYLG

Submitted By
Varun Madhogaria
B.B.A IV Semester
Section ‘C’
178

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 Acknowledgement

It is indeed of great moment to pleasure to express my senses of per found gratitude &

indebtness to all the people who have been instrumental in making my tanning a rich

experience. I got the opportunity to do a challenging project in LG ELECTRONIC (INDIA)

The project is the important part of our study and gives us a real practical exposure to the

corporate world and it is almost impossible to do the same without the guidance of peoples

in and around us.

It gives me immense pleasure to acknowledge LG

ELECTRONICS INDIA Ltd., which has been nice enough to give me a chance to do my

dissertation project providing me wonderful support through out my training period and

afterward.

Varun Madhogaria
B.B.A IV Semester
Section ‘C’
178

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 DECLARATION

I will take pleasure in declaring that the dissertation

project work that is undertaken by me is an original and
authentic work done by me. This dissertation project is
being submitted by me for the partial fulfillment for
award of Bachelor in Business Administration from
Bharti Vidyapeeth Institute Of Management & Research.

VARUN MADHOGARIA
Roll no: 178

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 Executive summary
Indian Consumer durables market used to be dominated by few domestic players like
godrej Voltas allwyn and kalvinater. But post liberalization much foreign company have
entered into Indian market dethroning the Indian player and dominating Indian market the
major categories in the market CTV, REFRIGRATOR, AIR CONDTIONERS AND
WASHING MACHINE

India being the second largest growing economy with huge consumer class has
resulted in consumer durables as the fastest growing industries in India LG, SAMSUNG
the two Korean companies has been maintaining the lead in the industries with LG being
leader in almost all the categories.

The rural market is growing faster than the urban market, although the penetration level is
much lower .The CTV segment is expected to the largest contributing segment to the
overall growth the industry. The rising income levels double-income families and
consumer awareness are the main growth drivers of the industries.

Consumer durables major LG Electronics India Pvt Ltd (LGEIL) will invest nearly Rs 500
crore in India this year in research and development, brand-building and other marketing
initiatives.

Scope of project

This project gives me great exposure to the consumer durable market because it includes
product knowledge and the filed job in which I have visited the store comes under the
region of Pune. During this project I also took part in the exhibition of LG which held for
the purpose branding and awareness of LG product. This project helps me to know the
market practically. My job was during this project to see the market share and also the
display share of the LG product in the store. LG always insist the 50% display share of LG
product because LG believes that “JO DIKHTA HAI WO BIKTA HAI”.

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Key findings:-

1. By calculating the display share we found that in most of store LG has 50% display
share almost all categories.

2. By the actual monthly sale of particular store we came to know the capacity of the
store and how much product can they sale.

3. It helps us to know that weather dealer is capable of being a direct dealer of LG or

not and it also helps to find out the new dealer who are capable of being the dealer
of LG.

4. We also came to know while visiting the shops that there was big problem of after
sale service.

5. Many dealers were facing the problem of after sale service because there is no
follow up calls from LG.

6. Demo calls also not done properly.

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 INTRODUCTION
Before the liberalization of the Indian economy, only a few companies like
Kelvinator, Godrej, Allwyn, and Voltas were the major players in the consumer
durables market, accounting for no less than 90% of the market. Then, after the
liberalization, foreign players like LG, Sony, Samsung, Whirlpool, Daewoo, and Aiwa
came into the picture. Today, these players control the major share of the consumer
durables market.

Consumer durables market is expected to grow at 10-15% in 2007-2008. It is

growing very fast because of rise in living standards, easy access to consumer finance,
and wide range of choice, as many foreign players are entering in the market

With the increase in income levels, easy availability of finance, increase in consumer
awareness, and introduction of new models, the demand for consumer durables has
increased significantly. Products like washing machines, air conditioners, microwave
ovens, color televisions (CTVs) are no longer considered luxury items. However, there
are still very few players in categories like vacuum cleaners, and dishwashers

Consumer durables sector is characterized by the emergence of MNCs, exchange

offers, discounts, and intense competition. The market share of MNCs in consumer
durables sector is 65%. MNC's major target is the growing middle class of India.
MNCs offer superior technology to the

Consumers whereas the Indian companies compete on the basis of firm grasp of the
local market, their well-acknowledged brands, and hold over wide distribution
network. However, the penetration level of the consumer durables is still low in
India.

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 Swot Analysis

LG Electronics, Inc. SWOT company profile is the essential source for top-level
company data and information. The report examines the company’s key business
structure and operations, history and products, and provides summary analysis of
its key revenue lines and strategy.

LG Electronics (LGE) is a manufacturer of electronic appliances and devices. Its

product range includes kitchen appliances, home entertainment products,
communication devices, and electronic components. The company primarily
operates in the Europe, Asia, North America, Central and South America. It is
headquartered in Seoul, South Korea and employs about 82,000 people. The
company recorded revenues of KRW46,339.9 billion (approximately $50.6 billion)
during the fiscal year ended December 2006, an increase of 4.3% over 2005. The
operating profit of the company was KRW5.1 billion (approximately $5.6 million)
during fiscal year 2006, as compared to KRW1,712 billion (approximately $1.9
billion) over 2005. The net profit was KRW233.9 billion (approximately $0.3 billion)
in fiscal year 2006, a decrease of 61.4% over 2005. 1 South-Korean Won =
0.001091 US Dollar .

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Classification of consumer durables sector

1. Consumer electronic include vcd/dvd, home theatre, music player, color television
(CTVs), cameras, camcorders, portable audio, Hi-Fi, etc

2. White goods include dishwashers, air conditioners, heaters, washing machines,

refrigerators, vacuum cleaners, kitchen appliances, non-kitchen appliances,
microwaves, built-in appliances, Tumble dryer, personal care product etc.

3. Moulded luggage include plastics

4. Clocks and watches

5. Mobile phones

Scope

1. In term of purchasing power parity (ppp), India is the 4th largest economy in the
world and overtake Japan in the near future become the 3rd largest.

2. Indian consumer durable market is expected to reach $400 billion by on 2010

3. India has the youngest population amongst the major countries. There are lot of
people in the different income categories nearly the two third population is below
the age of 35 and nearly 50% is below 25.

4. There are 56 million people in middle class, who are earning us$4,400-US$21,800 a
year. And there are 6 million rich household in India.

5. The upper-middle and high-income household in urban areas are expected to grew
to 38.2 million in 2007 as against 14.6 million in 2000.

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Opportunity

1. In India the penetration level of white goods is lower as compared to other

developing countries.
2. Unexploited rural market.
3. Rapid urbanization.
4. Increase in income level, i.e.increase in purchasing power of consumers.
5. Easy availability of finance.

Threats

Higher import duties on row materials.

Cheap imports from Singapore, China and from other Asian countries.

Brands in consumer electronic sector

MNCs NATIONAL REGIONAL

LG )
SAMSUNG ) KOREA ONIDA BUSH
HYUNDAI ) VIDEOCON CROWN
BPL SALORA
TCL ) CHINA GODREJ T-SERIES
HAIER ) VOLTAS WESTON
IFB BELTAK
PHILIPS ) HOLLAND OSKAR

PANASONIC )
SHARP )
HITACHI )
SANSUI ) JAPAN
AKAI )
AIWA

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WHIRLPOOL )
ELECTROLUX

TODAY Consumer durables sector is characterized by the emergence of MNCs, exchange

offers, discounts, and intense competition. The market share of MNCs in consumer
durables sector is 65%. MNC's major target is the growing middle class of India. MNCs
offer superior technology to the

LG, SAMSUNG the two Korean companies has been maintaining the lead in the
industries with LG being leader in almost all the categories.

The company, having a turnover of Rs 9,500 crore and market share of 26 per cent, is
investing Rs 360 crore on brand-building and other marketing initiatives and around Rs
140 crore on research and development, besides launching new platforms in information
technology and related areas,

LG Electronics is one of the leading companies in the field of electronics with a global
presence in many countries. . Before briefing, I have divided the introduction part into
three main sub parts.

1. LG Global
2. LG India
3. LG Pune

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SLOGAN

"Life's Good" represents LG's determination to provide

delightfully smart products that will make your life good.
The LG Electronics Life's Good signature consists of the LG
logo, seal, and the slogan, "Life's Good" set in Charlotte
sans typeface curved around the LG symbol. The curving
of the slogan reinforces LG's personality and uniqueness. The
consistent usage of this signature clearly establishes the
unique identity of the company and unifies every division
and product from L G Electronics across the globe .

THE SYMBOL

The symbol of LG is the face of future. The letter “L”

and “G” in a circle symbolizes world, future, youth,
humanity & technology. LG philosophy is based on
humanity. It also represents LG’s efforts to keep close
relationship with our customers around the world.The symbol
consists of two elements.
1. The logo in LG gray 2. The stylized image of human face in
the unique LG red color.
Red color represents our friendliness and gives a strong
impression of LG’s commitment to deliver the best. The circle
symbolizes The Globe. The stylized image of a smiling face in

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the symbol conveys “Friendliness and Approachability”. The
one eye on the symbol represents

“Goal-oriented, Focused & Confident”. The slogan of LG is

“Life’s Good ”. It expresses“ Brand’s Value, Promises,
Benefits, Personality.

THE PARTNERSHIP

LG Electronics chooses to promote harmony and build

constructively on a labor-management
relationship rather than an employee-employer relationship.
This illustrates that management and workers are not in a
vertical relationship, but in a horizontal one. This culture is
necessary for LG Electronics as it strives to become one of the
world's top companies. Such a relationship is transformed into
a value-creation relationship whereby both parties endeavor
to address mutual problems and create new values together.

STRATEGIC ALLIANCE

LG Electronics is making technical advances and identifying

business opportunities through various associative
relationships with some of the world's leading companies. LG
Electronics is striving to become number one in the world
by mingling in various business and technological fields

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and making strategic alliances with world famous
companies. "Strategic association between corporations," in
which companies with different infrastructures cooperate in the
fast-developing 21st century business field, is of key
significance in terms of strengthening the existing industry
and creating a new one.

History of company
The company was originally established in 1958 as Gold Star, producing radios, TVs,
refrigerators, washing machines, and air conditioners.

The LG Group was a merger of two Korean companies, Lucky and Gold Star, from which
the abbreviation of LG was derived. The current "Life's good" slogan is a backronym.
Before the corporate Name change to LG, household products were sold under the Brand
name of Lucky, while electronic products were sold under the brand name of Gold Star.
The Gold Star brand is still perceived as a discount brand.

In 1995, Gold Star was renamed LG Electronics, and acquired Zenith Electronics of the
United States.

Global Operation

LG Electronics is playing an active role in the world market with its assertive global
business policy. As a result, LG Electronics controls 110 local subsidiaries in the world
with around 82,000 executive and employees.

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LG Group
1. LG.Philips LCD
2. LG Chemical
3. LG Telecom
4. LG Powercom
5. LG Twins
6. LG Dacom

Business areas and main products

Mobile communications
(a) CDMA Handsets,
(b) GSM Handsets,
(c) 3G Handsets,
(d) Cellular Phones

Digital appliance
a) Air Conditioners,

b) Refrigerators,

c) Microwave Ovens,

d) Washing Machines,

e) Vacuum Cleaners,

f) Home Net,
g) Compressors for Air Conditioners and Refrigerators

Digital display
a) Plasma TVs,

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 b) LCD TVs,
c) Micro Display Panel TVs,
d) Monitors,
e) PDP Modules,
f) OLED Panels,
g) USB Memory,
h) Flat Panel Computer Monitors

Digital media
a) Home Theater Systems,

b) DVD Recorders,

c) Super Multi DVD Rewriters,

d) CD±RW,
e) Notebook PCs,
f) Desktop PCs,
g) PDAs,
h) PDA Phones,
i) MP3 Players,

j) New Karaoke Systems,

k) Car Infotainment

LG BRAND IDENTITY:-

The brand of LG is delightfully smart. LG strives to enhance the customer’s life and
lifestyle with intelligent features, institutive functionality and exceptional performance.

The brand platform:-

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The LG brand is composed of four basic elements –

1. Value
2. Promise
3. Benefits
4. Personality

The Brands core Value that never changes.

a. Trust,
b. Innovation,
c. People
d. Passion

The benefits that are consistently delivered to the customer includes Reliable products

Simple design
Ease of use
Extraordinary Experience

Personality describes the human characteristic that are expressed to the customer through
Trustworthy, Considerate
Practical, Friendly

The Internal Culture of LG:

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LG practices four cultures

1. Learning Culture
2. Boundary less Environment
3. A Carrier
4. Growth
According to LG, the Learning Culture continuously helps the employee to learn more
and more to develop the habit of continuous learning.

Boundary less Environment means that there is no difference between the levels of
employees. There is transparency between the work and mutual understanding between all
the employees.

A carrier is highly growing in LG and one who is the employee can develop their carrier
largely. A new comer will feel fully comfortable in the company and for a new comer the
company is very helpful in the overall growth of personality.

Growth in LG is very high for those who are in the company and for those who want to
join in LG. The company is growing with fast innovation and the BLUE Ocean strategy is
one of the examples of growth.

Mission
The mission of LG is to provide the customers with utmost satisfaction through
leadership.

The fundamental policy of development is to secure product leadership that the

Customers may have the utmost satisfaction.

Product Leadership

We are focusing on six development areas to become the product leader.

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 1. New Machine
2. Reliability
3. Conventional Installation
4. Environment Friendly Product
5. Low Noise & Vibration
6. Energy Saving

Quality Innovation

The policy of quality assurance is to provide customers with utmost satisfaction by

supplying zero defects.

LG proceeds in a hierarchal manner. It is named as “LG WAY”.

From top to bottom:

No.1 LG – is the VISION

“Jeong-DO” Management is LG’s unique application to ethics. LG will succeed through
fair management practices and constantly developing our business skill.
a) Honest with our customer

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b) Providing great values to customer through constant innovation & and development.

c) Equal opportunities
d) Equal Treatment
Management Principle - Creating value for customer

Code of conduct of LG:

1. Responsibility and obligations to customers :

• Respect for Customers
• Creating Value
• Providing Value

2 Fair competition
• Pursuit of Free Competition
• Compliance with Laws and Regulations

3 Fair Transaction :
• Equal Opportunity
• Fair Transaction Procedure
• Support and Aid for Business Partners

4 Basic Ethics for Employees

• Basic Ethics
• Completion of Duty
• Self Development
• Fairness in Performance
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 • Avoidance of conflict with company interest

5 Corporate Responsibilities to employees

• Respect for human dignity
• Fair Treatment
• Promoting Creativity

6 Responsibilities to society and country

• Rational Business Development
• Protection of stock holder interest
• Contribution to social development
• Environmental Conservation
LG INDIA:
LG Electronics India Pvt. Ltd., a wholly owned subsidiary of LG Electronics, South Korea
was established in January 1997 after clearance from the Foreign Investment Promotion
Board (FIPB). LG set up a state-of-the art manufacturing facility at Greater Noida, near
Delhi, in 1998, with an investment of Rs 500 Crores.

LG corporate office is located at Plot no.51, Udyog Vihar, Kasna Road, Greater Noida,
India.

This facility manufactured Color Televisions, Washing Machines, Air-Conditioners and

Microwave Ovens.

''Company is setting up a chain of exclusive premium showrooms. LG plans to launch 60

premium Brand Shoppes by the end of the first quarter of this year. At present, LG has a
total of 83 LG stores across the country, of which 45 are shoppes and 38 are exclusive
stores. Brand shoppes will be placed in the premium segment and the target audience will
comprise buyers interested in premium and high end products.

LG Brand Shoppe goes beyond the concept of a normal exclusive store by having a more
interactive environment and additional lifestyle orientation on display so that the customer
can actually experience the LG products in his or her own home settings.

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LG Electronics India Ltd (LGEIL), consumer durables leader with 27% market share, is
planning a brand new image. To attract inspirational and young consumers across India,
company will roll out a new marketing strategy. The exercise will cost the company Rs
360 crore.

LG Electronics India is the fastest growing company in the consumer electronics, home
appliances, and computer peripherals industry today.

LG Electronics is continually providing, superior technology products & value for money
to more than 50 lakh households in India. LGEIL is celebrating the 11th anniversary
this year.

LG Soft India the innovation wing of LG Electronics in Bangalore is LG Electronics'

largest R&D centre outside Korea. We at LGSI focus on niche technology areas such as
mobile application development, digital video broadcast and biometrics software and
support LG Electronics with our expertise. Motivated by a passion for technology, a
strong work culture and loyalty to the organization, we are determined to see LG become
one of the top three brands globally.

Prominent consumer electronic company, LG Electronics Inc. has said that it expects the
sale of its products in India to up by 15 per cent in 2008. Moon Bum Shin, managing
director of LG Electronics India has said that the company has earmarked 4.8 billion
rupees for investment purpose in India this year. The said money will be used to market as
well as manufacture new products.
LG Electronics, which is originally a South Korean Company with branch in India,
informed that its sales of GSM mobile phones, color televisions, air conditioners and other
household goods in the Indian market was to the tune of 95 billion rupees ($2.4 billion) in
2007. As per Shin's estimate, the sales in 2008 would be around 110 billion rupees.
In order to achieve its target, Shin said LG Electronics will concentrate on catering to the
high-end consumer market which will help boost sales this year. India churns out six (6)
per cent of LG Electronics global revenues of $42 billion. The Indian branch of LG
exports to 40 countries.
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 India challenges
The challenges faced by LG when entered in Indian market
1. Low brand awareness about LG in India.
2. One of the last MNCs entered in India (Samsung, Panasonic entered in 1995 in
India).
3. High import duty
4. Compitition from local market players and other MNCs in consumer durable
segment.
5. Price sensitiveness of the Indian consumer
LGEI over comes these challenges to emerge as
Innovative marketing strategy
1. Launch new technologies in consumer electronic and home appliances.
2. LG was the first brand to enter in cricket in big way a way, by sponsoring the 1999
world cup followed it up in 2003 as well.
3. LG brought in four captains of the Indian cricket team to endorse its products. LG
invested more then US$ 8 million on advertising and marketing in this sport.
4. LG has differentiated its product using technology and health benefits. CTV has
“Golden eye technology” Air conditioner has “Health air system” and microwave
ovens have the “Health wave system”.

Local and efficient manufacturing to reduce the cost

To overcome high import duties LG manufactures TV refrigerator in India at
manufacturing facility at Noida and Pune. LGEI had already commissioned contract
manufacturing at Mohali Kolkata and Bhopal for CTVs. This has helped LGEI to reduce
cost. LGEI implementing the “Digital manufacturing system” (DMS) as the cost cutting
innovation this system is follow-up to the six sigma exercise LGEI had initiate earlier.

R&D potential

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LG has the research and development facilities in Bangalore and Pune. Both the unit carry
out R&D department for the domestic as well as the parent company it also dose
customize R&D for the specific countries to which it export product.

Regional channel and wide distribution network

1. LG has adopted the regional distribution channel in India. All the distributers work
directly with the company. This has resulted in quicker rotation of the stock and
better penetration into B, C, D, class market.
2. LG also follows the stock rotation policy rather then dumping stock on channel
partners.

Product localization:-
1. Product localization is the key strategy used by the LG
2. LG came out with Hindi and regional language menus on its TVs.
3. Introduced the low-priced “Cineplus” and “sampooma” for the rural market.
4. LG was the first brand to introduce gaming in TVs in continuations of its
association with cricket LG introduce cricket game in CTVs

MAJOR KEY SUCCESS FACTORS

1. Innovative marketing - LG was the first brand to enter cricket in a big way, by
sponsoring the 1999 World Cup and followed it up in 2003 as well.

2. Local and efficient manufacturing to reduce cost - To overcome high import duties,
LG manufactures PC monitors and refrigerators in India at its manufacturing facility
at Noida, Delhi.

3. Commissioned contract manufacturing at Mohali, Kolkata and Bhopal for CTVs.

4. Product localization - Product localization is a key strategy used by LG. It came out
with Hindi and regional language menus on its TV.

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5. Regional distribution model - This has resulted in quicker rotation of stocks and
better penetration into the B, C and D class markets.

6. Leveraging India’s IT advantage - LG Electronics has awarded a contract to

develop IT solutions to LG Soft India (LGSI). The project involves development
and support for ERP, SCM, CRM and IT-enabled services for LG.

Strategies adopted by the organization

LG follows 10 commandments which are as follows.

1. Foster working environment-5S Environment

2. Fast execution is key to success

3. Transparent and fast communication-open communication

4. Update market -knowledge –Demographics

5. Win –Win relationship with the trade partners

6. Customer is the king

7. Even Billing –Road to ach supplier A

8. Be in touch with the market (70% Market, 30% Office).

9. Plan and Execute annual marketing Calendar-Time to market

10.Display share of 50% -to get 50% consumer share.

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LG market share of consumer appliances and consumer electronic:-

LG position of CTV in various states in India

25
LG position of AC in various States in India

LG position of Audio & Home Theater in various in India

26
LG position of DVD in various in India

LG position of MWO in various states in India

27
This analysis is based on the ORG survey conducted by LG which represent the LG
position of different consumer durables in various states in India. I select different brand
in different category as per the market share and the demand of product in market. This
analysis represents the LG market position during the period of March 2008. It shows that
LG has captured maximum market share almost in every category. LG and Samsung have
the maximum market in consumer durable market but LG dominate the almost all the
category in consumer durable.

Prominent consumer electronic company, LG Electronics Inc. has said that it expects the
sale of its products in India to up by 15 per cent in 2008. Moon Bum Shin, managing
director of LG Electronics India has said that the company has earmarked 4.8 billion
rupees for investment purpose in India this year. The said money will be used to market as
well as manufacture new products.

LG Electronics, informed that its sales of GSM mobile phones, color televisions, air
conditioners and other household goods in the Indian market was to the tune of 95 billion
rupees ($2.4 billion) in 2007. As per Shin's estimate, the sales in 2008 would be around
110 billion rupees.
In order to achieve its target, Shin said LG Electronics will concentrate on catering to the
high-end consumer market which will help boost sales this year. India churns out six (6)
per cent of LG Electronics global revenues of $42 billion. The Indian branch of LG
exports to 40 countries. Shin remarked that the company was targeting an increase of
exports to $300 million in 2008 from $230 million in 2007.

.The key strategies being implemented include increasing the number of its regional
offices from six to eight. LG has split its southern regional office into two, one comprising
the states of Tamil Nadu and Kerala and the other consisting of Andhra Pradesh and
Karnataka. In addition, it has split one of its northern regional offices by making Uttar
Pradesh a separate region after spinning it out from Delhi NCR. The other four regional

28
offices take care of East, Gujarat and Madhya Pradesh, Maharashtra & Goa and Punjab,
Haryana & Rajasthan respectively.

In the coming year, LG is also repositioning its marketing spends, resulting in a significant
increase in its mass media expenditure for better brand visibility. LG had a marketing
budget of Rs 320 crore in 2007 with a 60:40 split in favor of below-the-line activities.
Next year, the company plans to increase the share of mass media even as overall
marketing spends would be raised by just about 10-15%.

Distribution and Marketing

The company has number of dealers and warehouses. They have LG exclusive shopee. For
the marketing of the products a number of activities are followed

1. Exhibitions are conducted from time to time.

2. Society and college activities are conducted.
3. Hoarding, Posters, banners are used so as to grab the attention of the
costumers.
4. Day to day advertisement in leading newspaper.
5. Discount at festival time.
6. For dealer relationship they arrange dealer meting at several time in the year
7. LG divide dealer in gold silver etc. category to know the performance of the
dealers.
8. They have their sales persons at various sub dealer store and at mordent trade
store for particularly for the promotion of the LG product.
9. LG also uses the radio FM for the promotion activities.
10. Also provide capon and scratch card for festive season.

CUSTOMER SERVICE
The best and the biggest international brands are here in India –but the irony if it all:
where is the after-sales-service? So integral to a brand, so critical for its success and so
taken for granted in developed markets! In India, after sales service is, for want of a better
29
description, the pits. So what’s stopping the best companies from pulling out all the stops
when it comes to providing the best service? Do customers expect for too much? Or is it
that in India they don’t really care. Brand Equity fanned out to MNC as well as Indian
consumer durable companies, stockiest and dealers, analysts and market researchers to get
a feel of what’s really keeping after sales from being used as a cutting edge marketing tool
in pushing products across categories.

Customers support following the purchase of a product or service. In some cases, after-
sales service can be almost as important as the initial purchase. The manufacturer, retailer,
or service provider determines what is included in any warranty (or guarantee) package.
This will include the duration of the warranty traditionally one year from the date of
purchase, but increasingly two or more year’s maintenance and/or replacement policy,
items included/excluded, labor costs, and speed of response. In the case of a service
provider, after-sales service might include additional training or helpdesk availability. Of
equal importance is the customer's perception of the degree of willingness with which a
supplier deals with a question or complaint, speed of response, and action taken.

LG also had a big problem of after sale service in India. During my project I also came
to know that after sale service becomes the big issue in Pune region. Customers as well as
dealer were facing the problem of after sale service. Because of this problem many dealer
in Pune region were not ready to sale LG product. So it becomes the big issue.

But LG has taken some solid steps towards improving customer’s perception and
experience of after sales service. Because it very important in competitive market to
provide the best service.

L G Electronics has signed a memorandum of understanding with 23 Industrial Training

Institutes to strengthen its after sales service in India.

The company aims to recruit 10,000 people by the end of this year as a part of its branding
strategy to focus on service and move away from discounting.

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L G Electronics has identified eight states with high after sales service call rates to ink the
deals with the ITI. Y V Verma, director HR and management system, LG Electronics said,
"The Company was trying to find a solution for effective after sales service since last two
years. There is a huge need of trained manpower for the after sales service to align with
the company's expansion and focus on the GSM mobiles and the personal computer
segments."

1. In the initial phase the company has entered into agreements with ITIs in the states
like Maharashtra, Gujarat, Delhi, Punjab, Assam, and Karnataka and is in the
last leg of signing with Uttar Pradesh.

2. L G Electronics, with 1200 service centers, has already recruited 300 students and
plans to beef up the number to 10,000 by the year-end.

3. "The company has offered a scholarship to the selected students for the last six
months of their training programme,"

4. The company will invest Rs 8 crore (Rs 80 million) in employee development

programme this year with an aim to attain a 8 per cent attrition rate.

5. The company moved away from the discounting strategy since last year and is
putting thrust on the quality and service in its brand communication to position LG
as a premium consumer electronics brand.

6. At the top, the Service Division in Korea reports to the Global CMO. (as mentioned
in Dermot’s public interview in ET on Wednesday). This shows commitment that
Service must be made into a marketing differentiator, and leveraged thus.

7. LG has the widest service network across the country; some estimates put it at a
significant multiple of service-infrastructure from our nearest competitor. While the
sale size may also be a nice multiple from nearest, it shows the company is ready to
put our money where our mouth is.

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 8. The company has introduced a 211 service - once you register your complaint, we
will call you back in 2 hours (hence 2), set up an appointment for the next
convenient day for you (hence the first 1), and show up in the promised 1-hour slot
(hence the second 1). If the next convenient day for you is the next day, that’s great
too. It’s a disruptive action in an industry (including LG) having traditionally shied
away from its service responsibilities, and thus not leveraging any mileage from it.

9. The company is promoting 211 through ATL, probably the first time after-sales
service is being communicated in this fashion by any product company. You may
have seen the TV commercial or heard the radio advert or seen the newspaper ad or
in-shop posters, both of which revolve around prompt response.

10. The first LG-owned service centre opened in Gurgaon. (Service in India generally
works through authorized service centers, in LG’s case they work exclusively for
LG.) A company-owned service centre tries that much harder, knows things better,
and can even contribute as a revenue center.

Objective of the project

Primary objective

 The main objective of filed survey during the project was to find out the market
share of the LG and also calculate the display share.

 Find out the positional dealer who can sale the LG product in large volume.

 The main objective of research was to identify potential dealer and development
these dealer. So LG can make them their direct dealer.

 This will ease the dependence on the some big dealer like Maharashtra and
Mahaveer electronics.

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  Find out the problem faced by the dealer in sales and the distribution.

Secondary objective

 The Objective was to find out that how far the exhibitions are helpful in branding,

 While purchasing the consumer durables which parameter is most important for the
consumer?

 Do the consumers prefer the financial facility for buying consumer durable?

 How frequently consumers change the consumer durable?

 To enhances the knowledge of consumer durable market.

 To increases the knowledge consumer durable product of LG.

 To enhances the knowledge about the marketing and branding activity.

Research Methodology:
Research methodology is considered as the nerve of the project. Without a proper
well-organized research plan, it is impossible to complete the project and reach to
any conclusion. The project was based on the survey plan. The main objective of
survey was to collect appropriate data, which work as a base for drawing conclusion
and getting result.

Therefore, research methodology is the way to systematically solve the research problem.
Research methodology not only talks of the methods but also logic behind the methods
used in the context of a research study and it explains why a particular method has been
used in the preference of the other methods

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Research design:

Research design is important primarily because of the increased complexity in the market
as well as marketing approaches available to the researchers. In fact, it is the key to the
evolution of successful marketing strategies and programmers. It is an important tool to
study buyer’s behavior, consumption pattern, brand loyalty, and focus market changes. A
research design specifies the methods and procedures for conducting a particular study.
According to Kerlinger, “Research Design is a plan, conceptual structure, and strategy of
investigation conceived as to obtain answers to research questions and to control variance.

Types of research is:

• Descriptive Research
The type of research adopted for study is descriptive. Descriptive studies are undertaken in
many circumstances when the researches is interested to know the characteristic of certain
group such as age, sex, education level, occupation or income. A descriptive study may be
necessary in cases when a researcher is interested in knowing the proportion of people in a
given population who have in particular manner, making projections of a certain thing, or
determining the relationship between two or more variables. The objective of such study is
to answer the “who, what, when, where and how” of the subject under investigation. There
is a general feeling that descriptive studies are factual and very simple. This is not
necessarily true. Descriptive study can be complex, demanding a high degree of scientific
skill on part of the researcher.

Descriptive studies are well structured. An exploratory study needs to be flexible in its
approach, but a descriptive study in contrast tends to be rigid and its approach cannot be
changed every now and then. It is therefore necessary, the researcher give sufficient
thought to framing research.

Questions and deciding the types of data to be collected and the procedure to be used in
this purpose. Descriptive studies can be divided into two broad categories: Cross Sectional
and Longitudinal Sectional. A cross sectional study is concerned with a sample of
elements from a given population. Thus, it may deal with household, dealers, retail stores,
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or other entities. Data on a number of characteristics from sample elements are collected
and analyzed. Cross sectional studies are of two types: Field study and Survey. Although
the distinction between them is not clear- cut , there are some practical differences, which
need different techniques and skills. Field studies are ex-post-factor scientific inquiries
that aim at finding the relations and interrelations among variables in a real setting. Such
studies are done in live situations like communities, schools, factories, and organizations.

Another type of cross sectional study is survey result, which has been taken by me. A
major strength of survey research is its wide scope. Detail information can be obtained
from a sample of large population .Besides; it is economical as more information can be
collected per unit of cost. In addition, it is obvious that a sample survey needs less time
than a census inquiry. Descriptive research includes survey and fact finding enquiries of
different kinds of the major purpose. Descriptive research is description of the state of
affairs, as it exists at present. The main characteristic of this method is that the researcher
has no control over the variables; he can only report what has happened or what is
happening. The methods of research utilized in descriptive research are survey methods of
all kinds including comparative and co relational methods. The reason for using such
needs to be flexile in its approach, but a descriptive study in contrast tends to be rigid and
its approach cannot be changed ever now and then.

Data collection methods:

After the research problem, we have to identify and select which type of data is to
research. At this stage; we have to organize a field survey to collect the data. One of the
important tools for conducting market research is the availability of necessary and useful
data.

Primary data: For primary data collection, we have to plan the following four important
aspects.

 Sampling
 Research Instrument

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  Secondary Data - The Company’s profile, journals and various literature studies
are important sources of secondary data.
 Data analysis and interpretation
1. Questionnaires
2. Pie chart and Bar chart

Questionnaires:

This is the most popular tool for the data collection. A questionnaire contains question that
the researcher wishes to ask his respondents which is always guided by the objective of
the survey.

Pie chart:

This is very useful diagram to represent data , which are divided into a number of
categories. This diagram consists of a circle of divided into a number of sectors, which are
proportional to the values they represent. The total value is represented by the full create.
The diagram bar chart can make comparison among the various components or between a
part and a whole of data.

Bar chart:

This is another way of representing data graphically. As the name implies, it consist of a
number of whispered bar, which originate from a common base line and are equal widths.
The lengths of the bards are proportional to the value they represent.

Preparation of report:

The report was based on the analysis and presented with the findings and suggestions. The
sample of the questionnaires is attached with the report itself.

Sampling Methodology:

Details of the sampling methodology, I have made questionnaire. The one is made for the
Customer.
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No. of questions in questionnaires for customer: 07

No. of question related to LG product: 03

No. of people met during the research: 200

No. of respondents during the research: 50

Sample unit

Professionals, Business man,

Employees, House wife,

Working women, Students

VISION

Global Top 3 by 2010Global Top 3 Electronic/Telecommunication companyG

ROWTH

STRATEGY

“Fast innovation, Fast growth”C

ORE

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 COMPETENCY

“Product leadership, Market leadership, People leadership”C

ORPORATE

CULTURE

No excuse, “we” not “I”, Fun workplace

CUSTOMER SURVEY FINDINGS

1. Secondary supports play an important role in the customers mind and create
awareness among the customers. The secondary support includes Demonstration,
Exhibition & Even Sponsors.

2. From the survey it was found out that the majority of customers don’t buy consumer
durables from exhibitions. They just visit the exhibitions to see the co. latest model.

3. They want to buy from the showrooms or from co. showrooms. For them service is
important .Beside convenience and other factors service is key factor.

4. Also majority of customers do not want any financing scheme for purchasing the
durables.

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 5. There was heavy rush on weekends so large numbers of ISD’s were appointed that
day. Also the live demo calls helps in selling. Exchange offers also generate sale.

6. Customers are also now very choosy in buying the product and it is important for
the company to make loyal customer of their brand.

7. In survey we found that LG has captured maximum market share in every category.
LG dominates CTV, LCD, and Refrigerator, and Washing machine, category.

8. LG and Samsung have bottle neck competition in TV and REF. category.

9. The product is well aware and it is on top of mind of customer.

10.Customers are also now very choosy in buying the product and it is important for
the company to make loyal customer of their brand.

RECOMMENDATIONS AND SUGGESTIONS

1. Exhibitions do not help to generate so much sells but they should be conducted
regularly. This helps in generating awareness regarding the product in customers
which ultimately helps in sales.

2. Also it is helps in advertising for the new products. Like in this exhibition new LCD
SCARLET was advertised. Company should always focus on service.

3. Display share should be increased where there is less than 50% as LG also believes
that “JO DIKHTA HAI WO BIKTA HAI”.

4. Company should try to improve service. No doubt the company products have
technically edge over competitors but in long run it may hamper the company’s
profit.

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 5. Company should concentrate more on its major drivers LCD, IT, and GSM.
Branding and promotions should be done effectively as it creates a long lasting
image in the mind of customers.

6. Company should also cater to the needs of sub dealers as some of the sub dealers
have potential of high sales.

LIMITATIONS

Every study has certain limitations. In my study, also there were certain limitations, which
I could not able to solve.

1. The research was conducted in a very small area.

2. My research work period witness the biggest ups and downs in product sale of
different brands, which affected the perception of the customer. This was biggest
drawback of my study.
3. Time factor was also important for me. I had only 60 days to complete my research,
for which a full-fledged report was insufficient for me.
4. The customer filled the questionnaire mostly in careless manner, so it was difficult
to make them hold for time.
5. I had only found the upper-middle class family to fill up the questionnaire, but
generally, an average middle class family was required for the study.
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 6. The sample size is also very small which represent my research on consumer
behavior
My study is not recognizable in whole INDIA as well as outside Ranchi due to the
above limitations and less area coverage.

BIBLIOGRAPHY

 www.lgindia.com
 www.google.com
 www.wikipedia.com
 Business world
 Business today
 LG magazine
 Economics times News paper
 Times of India

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