A

Summetr ty
ON

SALES & DISTRIBUTION OF PRODUCTS OF

HINDUSTAN UNI LEVER LTD.
FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION

EXECUTIVE SUMMARY
The objective of the project was to enhance the sales & distribution of HUL Ltd Personal Care
products in the territory of Ghaziabad.
To achieve the objective, market visits were arranged on daily basis. In first stage of the training
the market visits were done with the Dealers Salesman (DS) in various markets in order to gain
an understanding of how to capture orders and delivery processes to the various outlets which
come under the respective beat plan of Wholesale Distributor (W.D).
The second stage involved the visits to the Premium Grocery and Chemist (PG&C) Outlets with
the Territory Sales Incharge (TSI) in order to know the merchandising solutions adopted by
HUL. With the help of these visits the problems faced by the Retailers and the Wholesalers were
find out. The various features of HUL Ltd products and their Unique Selling Proposition vis-vis competitors products were gained and used these for effective sell-in.
The report contains the findings based on the market study and the recommendations given to
enhance the sales and penetration of the HUL Ltd Personal Care Products.
Gone are those days, when few companies used to enjoy in one business or the others and the
employees of such companies used to enjoy heavy dividends even for their miniscule efforts. But
at the face of Globalization Technological Advancement and the easy access to information
through different Media, todays markets are trains forming at an incredible pace.
The situation a kin to the FMCG is not an exception. The endless list of substitutes, competitive
prices, rival connivances advertisement and the readily available services at the door steps leave
the consumers in a commendable position, from where they can dictate the terms and choose
what the Best is.
For an established name like Hindustan Lever Ltd. one of the most important objectives is to get
the feedback of their product line and services in order to gauge the level satisfaction among
consumers / customers. Another important objective for an established firm is to protect its
market share and increase it with time.

CONTENTS

1.

2.

Introduction About Project

Introduction

07-11

Objectives of study

12

Scope of project

13

Company profile

14-67

History of Company

14-26

Corporate profile

27-45

Products profile

46-65

Distribution system

66-67

3.

Research methodology

68-69

4.

Collection of data

70-72

5.

Data analysis

73-76

6.

Findings

77

7.

Conclusions

78

8.

Recommendations and suggestions

79

9.

Annexure

80-82

10.

Bibliography

83

CHAPTER - 1

INTRODUCTION
FMCG SECTOR
FMCG is an acronym for Fast Moving Consumer Goods, which refer to things that we buy
from local supermarkets on daily basis, the things that have high turnover and are relatively
cheaper like butter, potato chips, toothpastes, razors, household care products, packaged food and
beverages, etc. FMCG may also include pharmaceuticals, consumer electronics, packaged food
products and drinks, although these are often categorized separately.

FMCG PRODUCTS AND CATEGORIES

Personal care, Oral care, Hair Care, skin Care, personal wash (Soaps);

Cosmetics and toiletries, deodorants, perfumes, Feminine Hygienes, Pencil Products;

Household care fabric wash including laundry soaps and synthetic detergents, household
cleaners such as dish /utensils cleaners, floor cleaners, toilet cleaners, air fresheners,
Insecticides, mosquito repellents, metal polish, and furniture polish;

Food and health beverages, branded flour, branded sugarcane, bakery product such as
bread, biscuits etc. milk and dairy products, beverages such as tea, coffee, juices, bottled
water etc, snack food, chocolate etc.

Frequently replaced electronics products such as audio equipments, digital cameras,

laptops, CTVs, other electronic items such as Refrigerator, washing machine etc. coming
under the categories of white goods in FMCG.

FMCG SECTOR OUTLOOK

The Fast Moving Consumer Goods (FMCG) Sector is the fourth largest sector in the Indian
economy with a total market size of Rs.60,000 Crores. A well-established distribution network,
intense competition between the organized and unorganized segments characterizes the sector.

FMCG Sector is expected to grow by over 60% by 2010. That will translate into an annual
growth of 10% over a 5-year period. It has been estimated by HSBC Report that FMCG sector
will rise from around Rs.56,500crores in 2005 to Rs.92,100crores in 2010. Hair care, household
care, male grooming, female hygiene, and the chocolates and confectionery categories are
estimated to be the fastest growing segments.
FMCG Sector generates 5% of the total factory employment in the country and is creating
employment for three million people, especially in small towns and rural India.
This industry essentially comprises Consumer Non Durable (CND) products and caters to the
everyday need of the population. The business is characterized by two pillars Strong Brand
Equity and a wide Distribution Network. Brand Equities are built over a period of time by
technological innovations, consistent high qualities, aggressive advertisements and marketing.
Another crucial success factor is the availability near the consumer through a wide distribution
network as the products involved are of lesser value but bought as daily items.
Products belonging to the category of FMCG category have the following characteristics:
They are used at least once a month.
They are used directly by the end-consumer.
They are non durable.
They are sold in packaged form.

GROWTH
With the presence of 12.2% of the world population in the villages of India, the Indian rural
FMCG market is something no one can overlook. Increased focus on farm sector will boost rural
incomes, hence providing better growth prospects to the FMCG companies. Better infrastructure

facilities will improve their supply chain. FMCG sector is also likely to benefit from growing
demand in the market. Because of the low per capita consumption for almost all the products in
the country, FMCG companies have immense possibilities for growth. And if the companies are
able to change the mindset of the consumers, i.e. if they are able to take the consumers to
branded products and offer new generation products, they would be able to generate higher
growth in the near future. It is expected that the rural income will rise, boosting purchasing
power in the countryside. However, the demand in urban areas would be the key growth driver
over the long term. Also, increase in the urban population, along with increase in income levels
and the availability of new categories, would help the urban areas maintain their position in
terms of consumption. At present, urban India accounts for 66% of total FMCG consumption,
with rural India accounting for the remaining 34%. However, rural India accounts for more than
40% consumption in major FMCG categories such as personal care, fabric care, and hot
beverages. In urban areas, home and personal care category, including skin care, household care
and feminine hygiene, will keep growing at relatively attractive rates. Within the foods segment,
it is estimated that processed foods, bakery, and dairy are long-term growth categories in both
rural and urban areas.

INDIAN COMPETITIVENESS AND COMPARISON WITH THE WORLD

MARKETS :
The following factors make India a competitive player in FMCG sector:

 Availability of raw material: Because of the diverse agro-climatic conditions in India,

there is a large raw material base suitable for food processing industries. India is the
largest producer of livestock, milk, sugarcane, coconut, spices and cashew and is the
second largest producer of rice, wheat and fruits &vegetables. India also produces caustic
soda and soda ash, which are required for the production of soaps and detergents. The
availability of these raw materials gives India the location advantage.
Labour cost comparison: Low cost labor gives India a competitive advantage. India's
labor cost is amongst the lowest in the world, after China & Indonesia. Low labor costs
give the advantage of low cost of production. Many MNCs have established their plants
in India to outsource for domestic and export markets.
Presence across value chain: Indian companies have their presence across the value
chain of FMCG sector, right from the supply of raw materials to packaged goods in the
food-processing sector. This brings India a more cost competitive advantage.

 Large Domestic Market: Increasing disposable income has resulted in a rise in the
domestic market size. Increasing income has translated into higher consumption levels.

TOP TEN PLAYERS IN FMCG SECTOR

S.No.

Companies

1.

Hindustan Uni Lever Ltd.

2.

ITC (Indian Tobacco Company)

3.

Nestle India

4.

Amul

5.

Dabur India

6.

Asian Paints (India)

7.

Cadbury India

8.

Britannia Industries

Procter & Gamble Hygiene and Health Care

10.

Marico Industries

OBJECTIVE OF THE STUDY

OBJECTIVES
To gain an understanding of the personal care, matches portfolio of HUL Ltd
To understand the distribution systems and processes operational in HUL
Ltd
To evaluate distribution strength of competitors in the geography under
command and help to make the HUL Ltd presence better in the market.
To find out expansion area of the HUL Ltd products

SCOPE OF THE PROJECT

Working with the DS (Dealer Salesman) in the market on different routes to
gain an understanding of the order capture and delivery processes.
Working with the TSI (Territory Sales Incharge) in the market to understand
the Premium Grocery and Chemist Structure and the merchandizing
solutions implemented by HUL Ltd in the market.
Gaining the understanding of the various benefits of HUL Ltd personal care
products and their unique selling proposition vis--vis competition products
and use these for effective sell-in.
Being up to date with HUL Ltd and competition offering and use the
advantages on hand for better sell-in.

CHAPTER - 2

COMPANY PROFILE
HISTORY
Over 100 years' link with India
Chronology
In the summer of 1888, visitors to the Kolkata harbour noticed crates full of Sunlight soap bars,
embossed with the words "Made in England by Lever Brothers". With it, began an era of
marketing branded Fast Moving Consumer Goods (FMCG).
Soon after followed Lifebuoy in 1895 and other famous brands like Pears, Lux and Vim.
Vanaspati was launched in 1918 and the famous Dalda brand came to the market in 1937.
In 1931, Unilever set up its first Indian subsidiary, Hindustan Vanaspati Manufacturing
Company, followed by Lever Brothers India Limited (1933) and United Traders Limited (1935).
These three companies merged to form HUL in November 1956; HUL offered 10% of its equity
to the Indian public, being the first among the foreign subsidiaries to do so. Unilever now holds
52.10% equity in the company. The rest of the shareholding is distributed among about 360,675
individual shareholders and financial institutions.
The erstwhile Brooke Bond's presence in India dates back to 1900. By 1903, the company had
launched Red Label tea in the country. In 1912, Brooke Bond & Co. India Limited was formed.
Brooke Bond joined the Unilever fold in 1984 through an international acquisition. The erstwhile
Lipton's links with India were forged in 1898. Unilever acquired Lipton in 1972, and in 1977
Lipton Tea (India) Limited was incorporated.

Pond's (India) Limited had been present in India since 1947. It joined the Unilever fold through
an international acquisition of Chesebrough Pond's USA in 1986.
Since the very early years, HUL has vigorously responded to the stimulus of economic growth.
The growth process has been accompanied by judicious diversification, always in line with
Indian opinions and aspirations.
The liberalisation of the Indian economy, started in 1991, clearly marked an inflexion in HUL's
and the Group's growth curve. Removal of the regulatory framework allowed the company to
explore every single product and opportunity segment, without any constraints on production
capacity.
Simultaneously, deregulation permitted alliances, acquisitions and mergers. In one of the most
visible and talked about events of India's corporate history, the erstwhile Tata Oil Mills Company
(TOMCO) merged with HUL, effective from April 1, 1993. In 1995, HUL and yet another Tata
company, Lakme Limited, formed a 50:50 joint venture, Lakme Unilever Limited, to market
Lakme's market-leading cosmetics and other appropriate products of both the companies.
Subsequently in 1998, Lakme Limited sold its brands to HUL and divested its 50% stake in the
joint venture to the company.
HUL Ltd formed a 50:50 joint venture with the US-based Kimberly Clark Corporation in 1994,
Kimberly-Clark Lever Ltd, which markets Huggies Diapers and Kotex Sanitary Pads. HUL has
also set up a subsidiary in Nepal, Unilever Nepal Limited (UNL), and its factory represents the
largest manufacturing investment in the Himalayan kingdom. The UNL factory manufactures
HUL's products like Soaps, Detergents and Personal Products both for the domestic market and
exports to India.

The 1990s also witnessed a string of crucial mergers, acquisitions and alliances on the Foods and
Beverages front. In 1992, the erstwhile Brooke Bond acquired Kothari General Foods, with
significant interests in Instant Coffee. In 1993, it acquired the Kissan business from the UB
Group and the Dollops Icecream business from Cadbury India.
As a measure of backward integration, Tea Estates and Doom Dooma, two plantation companies
of Unilever, were merged with Brooke Bond. Then in July 1993, Brooke Bond India and Lipton
India merged to form Brooke Bond Lipton India Limited (BBLIL), enabling greater focus and
ensuring synergy in the traditional Beverages business. 1994 witnessed BBLIL launching the
Wall's range of Frozen Desserts. By the end of the year, the company entered into a strategic
alliance with the Kwality Icecream Group families and in 1995 the Milkfood 100% Icecream
marketing and distribution rights too were acquired.
Finally, BBLIL merged with HUL, with effect from January 1, 1996. The internal restructuring
culminated in the merger of Pond's (India) Limited (PIL) with HUL in 1998. The two companies
had significant overlaps in Personal Products, Speciality Chemicals and Exports businesses,
besides a common distribution system since 1993 for Personal Products. The two also had a
common management pool and a technology base. The amalgamation was done to ensure for the
Group, benefits from scale economies both in domestic and export markets and enable it to fund
investments required for aggressively building new categories.
In January 2000, in a historic step, the government decided to award 74 per cent equity in
Modern Foods to HUL, thereby beginning the divestment of government equity in public sector
undertakings (PSU) to private sector partners. HUL's entry into Bread is a strategic extension of
the company's wheat business. In 2002, HUL Ltd acquired the government's remaining stake in
Modern Foods.

In 2003, HUL Ltd acquired the Cooked Shrimp and Pasteurised Crabmeat business of the
Amalgam Group of Companies, a leader in value added Marine Products exports.
Hindustan Uni lever Limited (HULL) supplies high quality goods and services to meet the daily
needs of consumers and industry. In doing so, the Company is committed to exhibit the highest
standards of corporate behaviour towards its consumers, employees, the societies and the world
in which we live.
The company recognises its joint responsibility with the Government and the Public to protect
environment and is committed to regulate all its activities so as to follow best practicable means
for minimising adverse environmental impact arising out of its operations.
The company is committed to making its products environmentally acceptable, on a scientifically
established basis, while fulfilling consumers' requirements for excellent quality, performance and
safety.
The aim of the Policy is to do all that is reasonably practicable to prevent or minimise,
encompassing all available knowledge and information, the risk of an adverse environmental
impact arising from processing of the product, its use or foreseeable misuse.
This Policy document reflects the continuing commitment of the Board for sound Environment
Management of its operations. The Policy applies to development of a process, product and
services, from research to full-scale operation. It is applicable to all company operations
covering its plantations, manufacturing, sales and distribution, research & innovation centres and
offices. This document defines the aims and scope of the Policy as well as responsibilities for the
achievement of the objectives laid down.

THE VISION
Our vision is to continue to be an environmentally responsible organisation making continuous
improvements in the management of the environmental impact of our operations.
We will achieve this through an Integrated Environment Management approach, which focuses
on People, Technology and Facilities, supported by Management Commitment as the prime
driver.

THE ENVIRONMENT POLICY

Hindustan Uni lever Ltd. (HULL) is committed to meeting the needs of customers and
consumers in an environmentally sound manner, through continuous improvement in
environmental performance in all our activities. Management at all levels, jointly with
employees, is responsible and will be held accountable for company's environmental
performance.

Accordingly, HUL Ltd aims are to:

Ensure safety of its products and operations for the environment by using standards of
environmental safety, which are scientifically sustainable and commonly acceptable.
Develop, introduce and maintain environmental management systems across the company to
meet the company standards as well as statutory requirements for environment. Verify
compliance with these standards through regular auditing.

 Assess environmental impact of all its activities and set annual improvement objectives and
targets and review these to ensure that these are being met at the individual unit and corporate
levels.
Reduce Waste, conserve Energy and explore opportunities for reuse and recycle.
Involve all employees in the implementation of this Policy and provide appropriate training.
Provide for dissemination of information to employees on environmental objectives and
performance through suitable communication networks.

Encourage suppliers and co-packers to develop and employ environmentally superior

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

Work in partnership with external bodies and Government agencies to promote

environmental care, increase understanding of environmental issues and disseminate good

practice.

RESPONSIBILITIES
Corporate
The Board and the Management Committee of HUL Ltd is committed to conduct the company
operations in an environmentally sound manner. The Management Committee will:
Set mandatory standards and establish environmental improvement objectives and targets for
HUL Ltd as a whole and for individual units, and ensure these are included in the annual
operating plans.
Formally review environment performance of the company once every quarter.

 Review environment performance when visiting units and recognise exemplary performance.
Nominate:
- A senior line manager responsible for environmental performance at the individual HULL site.
- HUL Ltd environmental coordinator.
The Management Committee, through the nominated environmental coordinator will:
Ensure implementation of HUL Ltd Policy on environment and compliance with Uni lever
and HUL Ltd environmental standards and the standards stipulated under relevant national / local
legislation. When believed to be appropriate, apply more stringent criteria than those required by
law.
Assess environmental impact of HUL Ltd operations and establish strategies for sound
environment management and key implementation steps.
Encourage development of inherently safer and cleaner manufacturing processes to further
raise the standards of environment performance.
Establish appropriate management systems for environment management and ensure regular
auditing to verify compliance.
Establish systems for appropriate training in implementation of Environment Management
Systems at work.
Ensure that all employees are made aware of individual and collective responsibilities
towards environment.

 Arrange for expert advice on all aspects of environment management.

Participate, wherever possible, with appropriate industry and Government bodies advising on
environmental legislation and interact with national and local authorities concerned with
protection of environment.

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

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

Designate a unit environment coordinator who will be responsible for co-ordinating

environmental activities at unit, collating environmental statistics and providing / arranging for
expert advice.

Agree with the Management Committee Member responsible for the unit, specific

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

 Ensure that the unit complies with Uni lever and HUL Ltd mandatory standards and the
relevant national and state regulations with respect to environment.
Ensure formal environmental risk assessment to identify associated environmental aspects
and take appropriate steps to control risks at acceptable levels.
Ensure that all new operations are subjected to a systematic and formal analysis to assess
environmental impact. Findings of such exercises should be implemented prior to
commencement of the activity.
Manage change in People, Technology and Facilities through a planned approach based on
training, risk assessment, pre-commissioning audits and adherence to design codes.
Regularly review environment performance of the unit against set objectives and targets and
strive for continual improvement.
Sustain a high degree of environmental awareness through regular promotional campaigns
and employee participation through training, safety committees, emergency drills etc.
Ensure dissemination of relevant information on environment within the unit and to outside
bodies, and regularly interact with Government authorities concerned for protection of
environment.
Maintain appropriate emergency procedures consistent with available technologies to prevent
control environmental incidents.
Provide appropriate training to all employees.

 Ensure periodic audits to verify compliance with environment management systems and
personally carry out sample environment audits to check efficacy of the systems.
Report environmental statistics to HUL Ltd Corporate Safety & Environment Group on a
monthly basis.

Research and Innovation Centres

Since most new products and processes are developed in these Units, certain additional
responsibilities devolve on them to ensure implementation of the Environment Policy of the
company. In addition to the Unit Head's responsibilities outlined above, the heads of these units
will:
Ensure that a formal and systematic risk assessment exercise is undertaken during the
process/product development stage with specific reference to environmental impact.
Transfer technology to the pilot plant and main production through a properly documented
process specification which will clearly define environmental impact and risks associated with
processes, products, raw material and finished product handling, transport and storage.
Ensure that treatment techniques are developed for any wastes generated as a result of the
new product/process and is incorporated into the process specifications.

MANAGEMENT TEAM
Hindustan Uni Lever Limited is India's largest Fast Moving Consumer Goods (FMCG) company.
It is present in Home & Personal Care and Foods & Beverages categories. HUL Ltd and Group
companies have about 15,000 employees, including 1200 managers.

The fundamental principle determining the organisation structure is to infuse speed and
flexibility in decision-making and implementation, with empowered managers across the
companys nationwide operations.

BOARD
The Board of Directors as repositories of the corporate powers act as a guardian to the Company
as also the protectors of shareholders interest.
This Apex body comprises of a Non- Executive Chairman, four whole time Directors and five
independent Non Executive Directors. The Board of the Company represents the optimum mix
of

professionalism,

knowledge

and

experience.

MANAGEMENT COMMITTEE
The day-to-day management of affairs of the Company is vested with the Management
Committee which is subjected to the overall superintendence and control of the Board. The
Management Committee is headed by Mr. Nitin Paranjpe and has functional heads as its
members representing various functions of the Company

Mr. Nitin Paranjpe

Mr. R. Sridhar
Chief Executive Officer
Chief Financial Officer
and Managing Director

Mr. Shreejit Mishra

Mr. Gopal Vittal

Executive Director

Executive Director

Foods

Home & Personal Care

Mr. Hemant Bakshi

Mr. Dhaval Buch
Executive Director
Executive Director
Sales and Customer
Supply Chain
Development

Mr. Ashok Gupta

Ms Leena Nair

Executive Director

Executive Director

Legal

HR.

HUL Ltd CORPORATE PROFILE

Hindustan Uni Lever Limited (abbreviated to HULL) formerly Hindustan Lever Limited, is
Indias largest consumer products company and has an annual turnover of over Rs 13,000 crores
(calendar year 2007). It was formed in 1933 as Lever Brothers India Limited and came into
being in 1956 as Hindustan Lever Limited through a merger of Lever Brothers, Hindustan
Vanaspati Mfg. Co. Ltd. and United Traders Ltd.. It is headquartered in Mumbai, India and has
an employee strength of over 15,000 employees and contributes for indirect employment of over
52,000 people. The company was renamed in late June 2007 to Hindustan Unilever Limited.
In 2007, Hindustan Unilever was rated as the most respected company in India for the past 25
years by Business World, one of Indias leading business magazines [2]. The rating was based on a
compilation of the magazines annual survey of Indias Most Reputed Companies over the past 25
years. HUL is the market leader in Indian consumer products with presence in over 20 consumer
categories such as Soaps, Tea, Detergents and Personal care products amongst others with over
700 million Indian consumers using its products. It has over 35 brands. Sixteen of HULs brands
featured in the AC Nielsen-Brand Equity list of 100 Most Trusted Brands Annual Survey (2008)
[3]

. According to Brand Equity, HUL has the largest number of brands in the Most Trusted Brands

List. Its a company that has consistently had the largest number of brands in the Top 50 and in
the Top 10 (with 4 brands).
Hindustan Unilever distribution covers over 1 million retails outlets across India directly and its
products are available in over 6.3 million outlets in India, i.e. nearly 80% of the retail outlets in
India. It has 39 factories in the country. Two out of three Indians use the companys products and
HUL products have the largest consumer reach being available in over 80 per cent of consumer
homes across India.
The Anglo-Dutch company Unilever owns a majority stake (52%) in Hindustan Unilever
Limited. HUL was one of the eight Indian companies to be featured on the Forbes list of Worlds
Most Reputed companies in 2007 [4].

INTRODUCTION ABOUT COMPANYS CORPORATE PROFILE

Hindustan Uni Lever Limited (HULL) supplies high quality goods and services to meet the daily
needs of consumers and customers. In doing so, the Company is committed to exhibit the highest
standards of corporate behavior towards its consumers, employees, the societies and the
environment in which we operate.
Towards this, the Company recognises its responsibility to ensure safety and protection of health
of its employees, contractors and visitors in all its operating sites, which include manufacturing,
sales and distribution, research laboratories and offices during work and work related travel.
This Policy document defines the vision, principles, aim, required actions and scope of the policy
application as well as the responsibility for execution.

OUR VISION
Our vision is to be an injury free organisation
OUR MISSION
We will bring safety on top of mind for all employees and will integrate it with all business
processes. We will realise our Vision through an Integrated Safety Management approach, which
focuses on People, Processes, Systems, Technology and Facilities, supported by demonstrated
leadership and employee commitment at all levels as the prime drivers for ensuring a safe and
healthy work environment.

SAFETY PRINCIPLES
HUL Ltd Occupational Safety and Health Policy is based on and supported by the following
eight Principles.
These Principles have the same status as the Company's Code of Business Principles:
All injuries and occupational illnesses are preventable
All operational exposures can be safeguarded
Safety evaluation of all business processes is vital
Working safely is a condition of employment

 Training all employees to work safely is essential

Management audits are a must
Employee involvement is essential
All deficiencies must be reported and corrected promptly
Note: In order to facilitate operationalisation of the Safety Principles, a separate document has
been prepared, which covers:
a) Safety Principles
b) Success Criteria
c) Illustrative KPI
This document will form the basis for the concerned Line / Organisations in developing KPI's for
their respective functions / sites.

SCOPE OF APPLICATION
This section defines the scope of application of this Policy (where, when and to whom is this
Policy applicable).

WHERE DOES THIS APPLY?

All own/leased sites Manufacturing, Research/Innovation, Offices, Depots, Warehouses
In-house purchased services i.e. canteen, travel desk, IT implementation etc.
Sites of associates with HUL holding > 24% while carrying out operations of making,
handling,

using,

transporting,

selling

or

WHO DOES THE POLICY APPLY TO?

All employees at business anywhere
Contractors and visitors while at our own sites

WHEN DOES IT APPLY?

At work (our employees, contractors and visitors)

disposing

off

of

our

products

 Travel between home and work of our employees

Business related travel including stay out of headquarter
All Company organised business events i.e. training programmes, conferences, business
related get-togethers, annual sports etc.

POLICY ON AFFIRMATIVE ACTION

Hindustan Unilever Limited is a signatory to the CII Code of Conduct on Affirmative Action and
affirms the recognition that its competitiveness is interlinked with the well being of all sections
of

the

Indian Society.

The Company believes that equal opportunity in employment for all sections of the society is a
component of its growth and competitiveness. It further believes that inclusive growth is a
component

of

growth

and

development

of

the

country.

The Company affirms the recognition that diversity to reflect socially disadvantaged sections of
the

society

in

the

workplace

has

positive

impact

on

business.

The Company does not practice nor support conscious discrimination in any form.
HUL does not bias employment away from applicants belonging to disadvantaged sections of
society if such applicants possess competitive skills and job credentials as made public.
The Companys selection of business partners is not based on any considerations other than
normal business parameters. In case of equal business offers, the Company will select a business
partner belonging to a socially disadvantaged section of society.
The Company has a written policy statement on Affirmative Action in the workplace.
The Company has an employment policy that is in the public domain. It will place such policies
and employment opportunities on its website to encourage applications from socially
disadvantaged sections of society.
The Company makes all efforts for upskilling and continual training of employees from socially
disadvantaged sections of society in order to enhance their capabilities and competitive skills.

The Company has a partnership programme with educational institutions to support and aid
students from socially disadvantaged sections of society.
The Executive Director, Human Resources is accountable to the CEO to oversee and promote its
Affirmative Action policies and programmes. The ED HR will present a biannual report to the
Board

of

the

Company

about

such

policies

and

programmes.

The Company further maintains records on Affirmative Action.

The Company makes available its learning and experiences as a good corporate citizen in
Affirmative Action to other companies desiring to incorporate such policies in their own
business.

QUALITY IS FUNDAMENTAL TO OUR BUSINESS SUCCESS

Unilevers mission is to meet everyday needs for nutrition, hygiene and personal care with
brands that help people feel good, look good and get more out of life. And a key requirement is
building in the quality expectations of our consumers into our products.
To win consumers confidence and loyalty, we need to consistently deliver branded products of
excellent quality. We understand the different needs of our consumers and customers and strive
to develop and deliver superior brands to ensure that theyre the preferred choice. And by
applying consistently high standards, were able to do things right first time, cut waste, reduce
costs

and

drive profitability.

Our Quality Policy describes the principles that everyone in Unilever follows, wherever they are
in the world, to ensure that we are recognised and trusted for our integrity, the quality of our
brands and

products,

and

the

high

PRINCIPLES OF QUALITY POLICY

standards

we

set.

 Putting the safety of our products and our consumers first.

We have stringent mandatory quality standards in place against which compliance is verified
through regular audits and self assessments. These standards ensure we design, manufacture and
supply products that are safe, of excellent quality, and conform to the relevant industry and
regulatory standards in the countries in which we operate. Comprehensive management
procedures are in place to mitigate risks and to protect our consumers and markets.

Putting consumers and customers at the heart of our business

We actively engage our consumers and customers, translating their needs and requirements into
our products and services, thus creating consumer value wherever we position our products. This
is

at

the

very

heart

of

our

innovation

process.

Quality is a shared responsibility

Quality and consumer safety is the responsibility of every Unilever employee and Unilever
demonstrates visible and consistent leadership to meet this policy. The drive for quality, in all
that we do, is a passion reflected in our brand development, manufacturing and customer service
processes and is also expected of our business partners. We partner with stakeholders to provide
leadership, promote transparency and share best practice. And weve forged effective working
relationships with suppliers and contract manufacturers.

Building and maintaining excellent systems to ensure the quality and safety
of our products
Were proactively and continuously developing our systems and processes to ensure quality and
safety throughout the whole value chain, and were setting a benchmark for the business. We
provide appropriate training and resources, and will ensure that we deliver our quality objectives
and targets. We regularly measure and improve our performance using both internal and external
measures.
We actively promote our Quality Policy and have a quality assurance organisation in place to
ensure consistency and visibility of quality standards, processes and performance indicators

across all Unilever businesses at all levels, and to anticipate and develop future quality capability
requirements.

THE SIGNIFICANCE OF PR IN HUL Ltd

It may be useful to begin by first getting out of the way certain popular notions which, as with
many popular beliefs are either without any basis in reality or at best express only half truths.
For instance, PR men are regarded by some to be fixers, a breed of people who will wangle
things for you by the most questionable methods. There is also a popular idea that PR men spend
most of their time winning and dining, using for the purpose fabulous expense accounts they are
supposed to have access to. While no one can prevent a charlatan from posing as a PR man or
styling himself as a PR consultant he is no more a tine practitioner of PR than a quack selling
magic remedies by the wayside is a physician. How deep-seated such popular misconceptions
about PR can be reflected by the fact the even now one comes across articles published in wellknown papers and journals airing such naive ideas about PR
Again, PR is sometimes confused with publicity. Publicity is certainly one of the instruments of
PR but is would be as wrong to equate publicity with PR just as it would be to equate the
stethoscope with the practice of modern medicine.

To continue the analogy, PR seeks to

diagnose the ills of an organisation in its relations with the public or any segment of the public, it
prescribes remedies and proceeds to administer them. It then keeps a watch on the patient to see
whether the remedies prescribed are producing the desired effect so that the medicine can be
changed if necessary after evaluating the results. Again, as in medicine prevention is considered
more important than the cure, PR believes in maintaining the good health of the corporate body
-so that drastic remedies and bitter pills may not have to be swallowed later.
Analogies may be useful in giving a general idea but can never be as precise as a definition. PR
which is now a well-established discipline therefore needs to be defined so that we may be clear
about what we are discussing when we talk about PR. It is the attempt by information,
persuasion and adjustment to engineer public support for an activity, cause movement or
institution. Public relations as and applied social and behavioral science is that function which measures, evaluates and interprets the attitudes objectives for increasing public understanding
and acceptance of the organizations products, plans, policies and personnel; equates these

objectives with the interests, needs and goals of the various relevant publics; and develops,
executes and evaluates a programme to earn public understanding and acceptance.

AN OVERVIEW
Public relations today are still a very underdeveloped field. It is growing in prominence and has
started showing results in various sectors of corporate India. More and more companies are
making use of PR to solve their problems and increase their overall corporate equity. The entire
process needs a closer look.
To gauge the effectiveness of PR in HUL Ltd over the last decade it is necessary to examine its
function and overall areas of applicability.
Social Responsibility of Business and Introduction
The need for PR arises also from the responsibility that an organisation owes to the society,
which nurtures it and enables it to function and operate. No organisation, leave aside a modern
business organisation, can function in a vacuum. It flourishes only because a particular kind of
social environment exists. This environment is often taken for granted but in times of social
turmoil when normal conditions are disrupted the dependence of the organisation on the social
environment is brought home sharply. How often have we not seen during periods of national
strife or serious political instability leading to a break down of law and order that business comes
to a standstill? While these may be extreme examples they illustrate the fact that without the
right social environment no business can exist. Thus every business organisation has a stake in
the social environment and must contribute its mite towards its continued existence and
improvement.
A business organisations responsibilities to society cover a wide area. They range from its
responsibility to supply quality products at a reasonable price and to ensure that it reaches the
consumer at the right time and place to its responsibility to contribute to the development of the
Infrastructure, to the realization of national objectives and to the identification of its interest
with the vast population of the country in which it operates.

The world over business

organisation which are forward looking and farsighted are trying to make a contribution to social
causes apart from achieving their immediate and ultimate ends of producing goods for sale and

marketing them at a profit.

Such contributions can range from grants to universities,

scholarships of various kinds, aid to hospitals and charitable institutions to actual involvement in
projects of social significance. An organisation in the USA sponsored a research fellowship to
discuss the causes of student unrest and to find solutions to the problems of tension in the
campuses.

In India too there are business organizations, which are aware of their social

responsibility and have made an effort to discharge it in accordance with their resources and the
needs of the situation. Studies on the extent of industrial pollution and ways and means of
combating it, Involvement in family planning programmes, development of low cost nutritious
food for the poorer sections of the people, studies on the causes of a States decline and the steps
needed to restore it to health are some examples of social responsibility in corporate behaviour as
practiced in India in recent years. But there is little doubt that instances of such conduct are few
indeed in relation to the enormity of the problems facing a country as vast as India with a
burgeoning population a large part of it living below the poverty line.
PR and Environmental Path of HULL
The present generation has, quite understandably, made the environment a focus of attention.
With growing environmental awareness, there is now a clear perception that our activities affect
not only the air we breathe, but even the air which regulates our climate. More importantly,
uncontrolled activities cannot be sustained without loss of plant and species, natural habitats,
coast and hinterland and the decay of buildings, places of natural beauty or historic interest.
Hence, the need for a genuine commitment to sustainable development which is integrated with
the national policy on industry, energy, transport, trading and planning.
In the above context, public relations professionals are well placed to direct attention to
environmental issues and can make a unique contribution to public and professional debate, and
to environmental education. In fact PR has to live up to its environment education. In fact PR has
to live up to its environmental responsibilities even when clear, universally agreed targets are
still lacking in many issues. The responsible PR person must ensure that his organisation is
greener than green on all the major issues according to current opinion, demonstrate to the world
at large that this is so, and, for the future, help form opinions and set the standards for the
organisations own as well as the common good.

In a nutshell, environment is now a corporate concern and todays PR persons have to build up
comprehensive communication programmes, internal as well as external, which involve listening
just as much as talking.
Now, environment is no more just a slogan, it is a key consumer issue.
PR today must:
*

Understand green issues and recognize the social responsibility of business.

Make environment matters a priority.

Consider the environmental impact of the companys actions.

Avoid pollution of any kind.

Encourage environment audits to determine what the organisation has done and is doing
in relation to the environment.

Ensure recycling of wastes.

Social Responsibility as Public Relations at HUL Ltd: A citizens role extends beyond his or
her call of duty. A responsible corporate citizen needs to look beyond the financial numbers of
sales and profit growth, from year to year.
HUL Ltd is committed to the development of the community around its manufacturing
complexes. Over the years, HUL Ltd has not just supported communities financially, but has
worked towards providing people with skills to earn a sustainable livelihood. HUL Ltd longterm aim is to raise economic standards of these communities, through self-sustainable measures.
PR Role in Image and Identity: It is true that corporate image concerns the industrial marketer
directly as brand image is crucial for the consumer market. The ordinary consumers, while
oblivious of the name of the manufacturer, can easily identify the brands of consumer products.
Repeat this test for industrial goods : the same respondents are aware of the name of the
manufacturers but many wont be able to name the industrial products. Interestingly, a third set

of organisation would be known both for their industrial or consumer products as well as for
their distinct corporate image. Where does corporate PR stand in these diverse settings?
Although easier desired than achieved, PR attempts to create the desired image by its
involvement in all the factors of corporate identification programmes.

GOVERNMENT RELATIONS : A government relation has two facets to it. Firstly, the
PR for the government (as an organisation) and Secondly, PR with the governments as the target
group. Both are important and very needed by corporations.
Public relations for the government involves mobilising public support for governments activity,
for instance, family planning, control, environmental protection, beautification of cites, etc. the
company generally sponsors some of these activities by providing monetary help or other
resources. The basic objective of the company is to build relations with the governments, and
also help for the good of the community of society.
Public relations with the government involves keeping the governmentpoliticians and
bureaucratson your side. It envisages maintaining good links with the government, which will
be of benefit to the company in its overall business plans and operations. Public relations with
the government in some ways are quite difficult and demanding. It requires special planning and
efforts for the organisation to be successful. A government, local or national, comprises many
ministries, departments, individuals and personalities. Public relations people have to acquaint
themselves with the working of the government, and the intricacies and people involved at
various levels, and then handle things accordingly to be able to achieve what they have set out to
achieve.
The government should not be looked at as an adversary. In fact, you should make all efforts to
help the government and support its activities and policies as far as possible. Government
leaders must be kept informed from your side about the organisations activities and policies
especially those which are contributing to the welfare and development of the state or the nation.
Such relations will be mutually beneficial in the short-term and the long-term. Corporations
should, however avoid getting involved with politics and political issues.

MEDIA RELATIONS : Media relations Is a vital tool in PR. A large amount of

communications and PR are conducted through the mediaespecially the Press.

When a

company gets media coverage, it is not always flattering. Business is always vulnerable to
attacks by the media. Media can often aggravate problemsespecially crises. As in the case of
Union Carbide and HULL a few years ago. Hence, media, particularly the Press has to be
handled very carefully. The media must be kept on your side. All efforts must be made to ensure
this strategically. It takes years to build a good image, but to destroy it you need just a few bad
reports in the media.
It is important to build a working rapport with the media. You cannot afford unnecessary
reactions and distortions. If you do go to the media then always go with a strategybe selective
in the choice of media, use only influential media (especially publications in the Press), do not
spread your communication too thin, go for quality rather than quantity. Selective and in-depth
coverage is what you must aim at, as it is more effective and produces the desired results. let
your communication be complete honest, and backed with hard facts. The organisation must be
able to live up to its claims and promises in media, otherwise you can be in for further problems.
The efforts made by HULL in this respect have been orchestrated well to build image as well as
to counter negative publicity.

FINANCIAL RELATIONS : With the growth of the Indian economy and the business
sector, management of financial promotions and PR has taken on a new dimension. HUL Ltd is
making special efforts to ensure the goodwill of their shareholders, investors, financial
institutions, and the rest of the financial community. This is being done in the mass media and
specialised media ranging from annual reports to special brochures to audio-visuals, video films,
and even corporate advertising in the Press and television.
The main target group of a company in financial PR is its shareholders and potential investors.
They have to be given information they are entitled to have, and they have to be kept interested
in the company. Public relations must establish, maintain, and improve the companys image
and reputation so that it can obtain funds from the public and the financial institutions on the
most favorable terms when it desires so The financial and business Press, today, is very
important in achieving this objective,
The importance of financial PR and the need for it is seen from the number and growth of PR
agencies specialising in financial promotion, advertising and PR management in India. These

include well-known names like Pressman, Clea, and Sobhagya, now a host of others. They
provide their clients a wide range of services and expertise in PR and advertising.

CUSTOMER RELATIONS : In the past PR and marketing were considered separate and
unconnected activities of business in a company. Today, PR has a role to play in marketing not
only to build image, but to also help solve problems concerning a companys products
Or services among consumers or other special groups, and generally protecting the companys
reputation at the marketplace. Public relations with customers, and with suppliers, in industrial
products/services marketing at the institutional level is gaining more and more importance today.
In todays competitive market customers opt for products that are known and have an image, and
are backed by quality and good after sales service. Marketing people cannot ignore public
opinion on such aspects. In the long run, unfavorable opinions certainly affect sales. Public
relations can help in controlling and setting right some of these opinions; it is therefore essential
for companies to assign some of their attention and resources to develop PR in marketing.

COMMUNITY RELATIONS : Today, the relationship between corporations and the

community is a vital issue in management of business organisations. It is acknowledged that
business is no longer done for the sake of profits alone. Because a company functions within a
community, its responsibility extends to giving back to the community something for what it
makes from it. This has been the philosophy of the Tatas in India for years, today it is accepted
and is being followed by a number of other companies. This belief is now also considered
important and crucial by the government, consumerists and opinion leaders.
Company relations at an organisation can vary from local community welfare activities, to largescale sustainable development programmes for the betterment of lives of people. Companies
have to consider the community as one of its prime target groups. The objective of PR is to help
build image of the company: as a good corporate Citizen, a good company to do business with,
and a good company to work for.

EMPLOYEE RELATIONS : In employee relations, communicators are vital at every

level. From top to bottom, also from lower level to the top management level, and even the
horizontal communications among colleagues at the same level and between functions. The
basic function of communications and PR in the organisation is not just better functioning, but a
fostering of goodwill, trust, and togetherness among employees.
Employee in HUL Ltd one in a large number and they include both blue collar to white collar.
Internal PR must reach out to all of them. This makes the task tough and critical, requiring much
thinking and planning. Before planning PR programmes, therefore, it is important to first assess
the needs and requirements of employees. One of the major goals of PR is to foster the
participation of employees in decision-making, for this PR programmes must be evolved around
their motivations, job enrichment, training and development, working environment, productivity,
and overall growth in the company. This, in other words, means PR for better employees, better
employee morale, and better relationships, resulting in success and growth of the organisation;
and therefore, a better image and reputation for it.
In the case of PR with employee, the function may seen to overlap with the working of the
companys personnel department. In practice, however, it is necessary that the two departments
work closely together. They can mutually reinforce each other, especially in areas like HRD. It
is worth trying to integrate HRD with PR, if possible, in a company. More so when with the
growth of organisations in size, the individual employee is becoming smaller and less significant,
and thus losing his or her identity. Public relations with HRD can play a crucial role in building
and motivating the employees on their jobs and in their contributing towards achieving the
company goals.

INDUSTRIAL RELATIONS : This is another important area of work for PR executives.

Its importance is growing, with staff and workers getting to be united, more enlightened and
demanding. Whether they are unionized or not does not make a difference in the PR work, in
either case, good relations have to be maintained. In the case of unions, it is important to realize
that unions have their own goals. This makes it more difficult to deal with them in many
respects. Understanding these goals, and how they will affect Industrial relations and PR efforts,
is the first priority in dealing with unions.

Industrial relations concern the staff and workers in their relationship, as individuals and as a
group, with the management.

Industrial relations are most often concerned with problems

related to wages, other monetary benefits, conditions of work, and so on. But through timely PR
and proper communication many of these problems can be avoided or overcome altogether.

PRODUCTS
PERSONAL PRODUCTS: THE CORE CONCERN OF ADVERTISING

Fair & Lovely:

Fair & Lovely - the miracle worker

Based on a revolutionary breakthrough in skin lightening technology, Fair & Lovely was test
marketed in 1975 and has been nationally marketed since 1978.
In fact, Fair & Lovely has been extensively tested with consumers in India and abroad, and has
been proven to be superior in terms of benefit delivery to all key competitive brands.
Fair & Lovely's formulation contains a unique fairness system that contains a combination of
active agents and sunscreens. This has been specially designed and proven to deliver one to three
shades of change in most people. Also its sunscreen system is specially optimized for Indian
skin. Indian skin unlike Caucasian skin tends to 'tan' rather than 'burn' and, hence, requires a
different combination of UV A & UV B sunscreens.
The fairness cream is marketed in over 38 countries through HUL Ltd Exports and local Uni
lever companies and is the largest selling skin lightening cream in the world. The brand today
offers a substantive range of products to consumers including Fair & Lovely Fairness Reviving
Lotion, Fair & Lovely Fairness Cold Cream and Fair & Lovely Fairness Soap.

1.

PONDS

Ponds - the beauty expert

Pond's Cold Cream was launched in India in 1947 and was followed by the launch of Pond's

Dream flower Talc 1956. The current skin offerings under the Pond's Brand name include
Moisturising Cold Cream, All Day Oil Control Cream, Daily Face Wash, Blackhead Removal
Strips and Dream flower Body Lotion. In talcs, Pond's now has four variants. Pond's Dream
flower Talc is now enhanced with 'Floral Extracts', Pond's Sandal Talc is a sandal variant with

'Natural Sunscreen', Pond's Light 'n' Fresh comes with SAM (Sweat Absorption Material), while
Pond's Magic Deo-Talc now has a new enhanced deodorant protection.
Pond's is about beauty that reflects the times. Pond's brings superior and innovative solutions to
meet all skin care needs by delivering outstanding personal beauty solutions - through scientific
skin expertise, extensive research and stringent product testing.
Pond's track record reveals an ensemble of products that make a real noticeable difference,
proving therefore that Pond's remains the most trusted beauty expert in the consumer's mind.

2.

LAKME

Half a century ago, as India took her steps into freedom, Lakme, India's first beauty brand was
born. At a time when the beauty industry in India was at a nascent stage, Lakme tapped into what
would grow to be amongst the leading, high consumer interest segments in the Indian Industry that of skincare and cosmetic products. Armed with a potent combination of foresight, research
and constant innovation, Lakme has grown to be the market leader in the cosmetics industry.
Lakme today has grown to have a wide variety of products and services that cover all facets of
beauty care, and arm the consumer with products to pamper herself from head to toe. These
include products for the lips, nails, eyes, face and skin, and services like the Lakme Beauty
Salons.

3. CLOSE UP

Closeup is the original youth brand of India.

The first brand targeting youth in the oral care market, with an edgy and youthful image which
stays relevant till date. Ever since its launch in 1975, Closeup has broken every rule in the book
on how toothpastes should behave!
Closeup was the first gel toothpaste to be launched in India and has led the gel toothpaste
segment ever since.
In 2004, Closeup was re-launched with a bang. And this time it was packed with the power of
Vitamin Fluoride System a powerful mix of Vitamins, Fluoride, Mouthwash and Micro
whiteners, the perfect combination of ingredients for fresher breath and stronger, whiter teeth.
Closeup became the first Gel toothpaste with Fluoride in the Indian Market!
The brand umbrella also includes Closeup Lemon Mint, gel toothpaste with the whitening
benefits of lemon.
The latest entry in the Closeup stable is Closeup Milk Calcium revolutionary new toothpaste
with the goodness of milk calcium in an industry-first core-in-sheath format, with white milk
calcium nutrient on the inside and a refreshing blue gel on the outside.

4. PEPSODENT

Pepsodent, launched in 1993, was the first toothpaste with a unique anti-bacterial agent to
address the consumer need of checking germs even hours after brushing.
Pepsodent packs included a Germ Indicator in February-May 2002, which allowed consumers to
see the efficacy in fighting germs for themselves. As a follow-up, in October 2002, Pepsodent

offered Dental Insurance to all its consumers to demonstrate the confidence the company has in
the technical superiority of the product.
Pepsodent connects directly with kids and their parents. Pepsodent has always worked in the
direction of an overall awareness of dental health. The relaunch campaign in October 2003
widened the context to "sweet and sticky" food and leveraged the truth that children do not rinse
their mouths every time they eat, demonstrating that this makes their teeth vulnerable to germ
attack.
Pepsodent's most recent campaign aims at educating consumers on the need for germ protection
through the night.
Pepsodent also includes a range of toothbrushes.

Pond's has been synonymous with skin care in India since 1947.
The impressive track record of Pond's began when Theron T Pond, a pharmacist from Utica New
York, introduced 'Pond's Golden Treasure' in 1846, a wHULh-hazel based wonder product. In
1914, Pond's Cold Cream and Vanishing Cream marked the brand's evolution to a beauty icon. In
1955 Pond's Extract Company merged with Chesebrough Manufacturing and in 1987 Unilever
purchased Chesebrough-Pond's. By this time the Pond's brand had built up a powerful
international presence.
From one man in a tiny home-made laboratory, to today's state of the art R&D facilities led from
Bangkok, Mumbai, New York and Tokyo, the Pond's promise has remained the same across 58
countries - to deliver products that make a real difference to women's skin and the way they live
their lives.

5. FAIR & LOVELY

A woman's passion for beauty is universal and catering

to this strong need is Fair & Lovely. Based

on arevolutionary breakthrough in skin lightening
technology, Fair & Lovely was launched in 1978.
The Hindustan Lever Research Centre (it is among the largest research establishments in India's
private sector, including pharmaceutical companies, with facilities in Mumbai and Bangalore)
deployed technology, based on pioneering research in the science of skin lightening to develop
Fair & Lovely. The formulation is patented. Its formulation acts safely and gently with the
natural renewal process of the skin, making complexion fairer over a period of six weeks.
Fair & Lovely is formulated with optimum levels of UV sunscreens and Niacinamide that is
known to control dispersion of melanin in the skin. It is a patented and proprietary formulation,
which has been in the market for 25 years. Niacinamide (Vitamin B3) is a water-soluble vitamin
and is widely distributed in cereals, fruits and vegetables - and its use in cosmetic formulations
has been known for various end benefits. The UV components of the formulation are
scientifically chosen and used at optimum levels to provide wide spectrum protection against UV
rays of the sun. Specifically, this patented formulation offers a high UVA protection, which is
more relevant to Asian skin than plain SPF protection creams sold in the West. All the active
ingredients in the Fair & Lovely formulation function synergistically to lighten skin colour
through a process that is natural, reversible and totally safe.
The brand today offers a substantive range of products, including Ayurvedic Fair & Lovely
Fairness cream, Fair & Lovely Anti-Marks cream, Fair & Lovely Oil control Fairness Gel, Fair

& Lovely for Deep Skin and Fair & Lovely Fairness Soap. The latest has been the Perfect
Radiance, a complete range of 12 premium skincare solutions from Fair & Lovely.

6.

VASELINE

Vaseline is a trusted brand worldwide associated with daily skin care and healthy skin for the
entire family. Vaseline has been keeping skin healthy since 1870.
The Vaseline Philosophy:
The need for Vaseline is based on real skin facts. We believe our skin is amazing. It protects us,
heals itself, connects us to the world, transmits emotions. And this amazing skin needs to be
looked after. We believe nobody knows skin, and how to keep it at its healthy best, better than
Vaseline. Which is why we make products that maintain our skin condition at its best and
enhance its natural health.
Vaseline Petroleum Jelly I.P. :
Vaseline Petroleum Jelly is a mixture of Mineral oils, Paraffin and microcrystalline waxes, that
when blended together, create something remarkable- it literally melts into your body, protecting
the skin from within.
Vaseline petroleum Jelly serves two functions. First it helps keep the outside world out it
protects skin from effects of weather and exposure. Second it acts like a sealant to keep the
inside world in, thereby acting as a barrier to the natural water loss from our skin. So Skin that is
dry and chapped is protected from drying elements, enabling skin softening moisture to build up
naturally from inside the skin itself.
Vaseline Total Moisture Body Lotion:

Beneath the surface, your skin is 90% water, enabling it to act as a moisture and nutrient reserve.
So keeping your skin well hydrated is critical to your well-being.
Unfortunately however, our body tends to lose moisture throughout the day. Bathing, casual
contact, washing, sitting in the AC for too long, seasonal changes, all robs the body of its
moisture. Vaseline Total Moisture is a fast-absorbing lotion enriched with Soya and Oat protein
that are known to nourish the skin from deep inside while Vitamin E feeds your skin with the
nutrient that is essential to keep it glowing. Together they result in healthy looking skin.
Vaseline Aloe Cool and Fresh Body Lotion:
With the goodness of Cucumber and Aloe Vera, this light moisturising body lotion is especially
made to meet your skin needs in summer. Cucumber is a surprising beauty secret for the skin
with its hydrating, cooling and soothing properties. Aloe Vera on the other hand, is an
unparalleled moisturiser and cell rejuvenator which is excellent for dry skin. Together, these two
ingredients can keep your skin looking and feeling its healthiest best.

6. SUNSILK
Hair Care Product :

Launched in 1964, Sunsilk is the largest

beauty shampoo brand in the country.
Positioned as the 'Hair Expert,'.
Sunsilk has identified different hair needs and
offers the consumer a shampoo that gives her the desired results.

The different variants of Sunsilk - Black Shine (for dull hair), Bouncy Volume (for thin, short
hair), Silky Strength (for dry hair) and Natural Nourishment (for regular oiled hair) - are based
on well researched consumer needs and hair types.
The benefits are more compelling and relevant since the variants are harmonised in terms of the
product mix - fragrance, colour and ingredients are all well linked to cue the overall synergy. The
range comes in premium packaging and design. The accent is on femininity, as captured in the
tagline Baalon mein dhadkan, dil mein shararat.
Sunsilk was extended to hair colourants in June 2001. The colourants are available in 7 variants
that are specially suited to Indian hair and skin tones and colour hair gently and safely.
Clinic - for healthy hair
Clinic Plus shampoo was launched in India in the year 1987 and is positioned as the 'shampoo
that makes your family's hair healthy and glowing.' Clinic Plus is targeted at mothers, educated
yet measuring their self-esteem through their children's achievements.
In the year 1996, Hindustan Lever launched another variant of Clinic shampoo - Clinic All Clear
dandruff shampoo. The core proposition of Clinic All Clear is that it is "the only shampoo that
gives you dandruff-free soft hair." It is targeted at the appearance conscious young adult, seeking
dandruff-free, gorgeous hair to create a positive impression.

7.

DEODORANTS

Axe - the magnet

Axe, the deodorant that is considered cool, fashionable and stylish by young men was launched
in India in 1999. Available in more than 60 countries around the world, it is a world leader in
male toiletries.
Axe has a mix that is completely harmonized globally - from its proposition and communication
to the product, as available on the shelf.

Axe is available in four fragrances: Java, Alaska, Atlantis and Voodoo. Voodoo has become the

leading male deodorant brand in India within just one and a half years from its launch.
Consumers associate a lifestyle of cool clubs, cool music, and cool fashion with Axe. The youth
view it as an icon which introduces many 'firsts' to their world of music and dance - like the first
"World's Longest Dance Party" and the first ever Axe Voodoo Island Party.

8.
1.

SOAPS AND DETERGENTS

Fabric Wash

Surf - Mummy's best friend

Launched in 1959, Surf was the first in the Indian detergent powder market. Over the years, Surf
has anticipated the changing washing needs of the Indian homemaker and constantly upgraded
itself. Surf Excel, India's largest selling compact detergent powder, in its newest avatar promises
to tackle the toughest stains without damaging the color of the fabric. This is because only Surf
Excel has smart sensors that can differentiate stains from colors. Now you don't have to worry
about tackling the really tough stains, especially on your colored clothes anymore. Surf Excel
Hai Na! For those who seek the Surf Excel clean in the front loaders, the specially designed
low suds formulation Surf Excelmatic promises to give just that - a superlative clean.
Those preferring the modern and convenient way to wash can rely on Surf Excel Liquid. The
liquid form penetrates deep allowing great wash results. For the really tough stains, you can
apply the liquid directly on the body of stain (through a stain treater) - you will see tough stains
being tackled with ease.

Mehnat kum, phir bhi dhulai No. 1.

Wheel - makes washing easy

Wheel is a detergent brand that caters to the laundry needs of the mass market. It was first
launched in the year 1987. Wheel Green is the single largest (No 1 by market share) detergent
brand in India by value.
Wheel is packed with powerful lather (power foam) that cleans even tough dirt stains on collars
and cuffs with ease. It, therefore, cleans effectively with lesser effort, making a laborious chore
like washing - light and easy. Moreover, Wheel does not burn hands or harm clothes like some
other detergents, which contain a high percentage of soda.
Wheel also has a premium variant called Active Wheel. It gives the consumer the value of 3
benefits in 1. It not only cleans effectively with less effort but also keeps the colored clothes
looking bright and has a great fresh fragrance. Active Wheel gives consumers 'Quality Clean and
Care' at an affordable price. In short, Wheel can be summed up as - 'Mehnat kum, phir bhi dhulai
No. 1.' Wheel is, therefore, the smart housewife's choice.

2.

Personal Wash

Lifebuoy Family health protection for my family and me

Worlds largest selling soap offers a stronger health benefit to the entire family

Launched in the year 1895, Lifebuoy, for over a 100 years, has been synonymous with health and
value. The brick red soap, with its perfume and popular Lifebuoy jingle have carried the
Lifebuoy message of health across the length and breadth of the country, making it the largest
selling soap brand in the world.
In 2002 Lifebuoy was relaunced, marking a new turning point in its history. The new mix
includes a new formulation and a repositioning of the brand to make it more relevant to both new
and existing consumers.
Lifebuoy is no longer a carbolic soap with cresylic perfume. It is now a milled toilet soap with a
new health fragrance. The new formulation has an ingredient, Active-B, which offers protection
against germs, which can cause stomach infection, eye infection and infections in cuts and
bruises. The new health perfume has been selected after one of the most extensive perfume hunts
in the industry. The new milled formulation offers a significantly superior bathing experience and
skin feel. The new formulation, new health perfume and superior skin feel, along with the
popular red colour, have registered conclusive and clear preference among existing and new
users.
The new Lifebuoy is targeted at todays discerning housewife with a more inclusive family
health protection for my family and me positioning. Lifebuoy has made a deliberate shift from
the male, victorious concept of health to a warmer, more versatile, more responsible benefit of
health for the entire family.
The new Lifebuoy range now includes Lifebuoy Active Red (125gm, 100 gm and 60 gm) and
Lifebuoy Active Orange (100gm). Lifebuoy Active Orange offers the consumer a differentiated
health perfume while offering the health benefit of Lifebuoy.
At the upper end of the market, Lifebuoy offers specific health benefits through Lifebuoy
International (Plus and Gold). Lifebuoy International Plus offers protection against germs, which
cause body odour, while Lifebuoy International Gold helps protect against germs, which cause
skin blemishes.

3.

LUX

Lux - the film stars' choice

Endorsed by popular film stars, Lux is one of the biggest brands in the soap category. Lux was
launched in India in the year 1905.
Lux comes in 3 attractive variants - Lux Pink is a fragrant ensemble of almond oil, Lux White a
rich creation of milk cream and Lux Black (in a pastel shade of lemon yellow) overflows with
the goodness of honey, and is also the first of its kind in the market.
The new, exotic addition includes International Lux Skin Care 'Sunscreen Formula'. A unique
soap, which protects the skin's fairness against darkening by the sun. The product contains a
combination of sunscreen actives, which are deposited on the skin as a protective layer, even as
the soap washes away dirt and grime. This breakthrough, for the first time in the world, is the
result of technology patented by HUL.
In short, Lux has worked its charm on millions of women, making their dreams of beauty come
true.

4.

BREEZE

Breeze - makes dreams a reality Launched in 1991, Breeze is a mass-market

soap that sells in the economy segment.The fragrant ensemble from Breeze comprises 3
variants, which contain the real goodness of natural ingredients such as rose water, sandal
extracts and lime extracts, giving skin a glowing radiance.

Originally launched in 1989, Breeze is today perceived to be a good value for money brand with outstanding sensory experience. Its strengths are its fragrance, lather and the soft feeling it
has on the skin. A new variant, a hair-and-body soap, Breeze 2-in-1, was launched in January
2001. Enriched with coconut oil and lime extracts, it was the very first of its kind and leaves the
consumer looking and feeling beautiful.
The brand plays a critical role in its consumer's life, because Breeze for her is more than just
soap. It is, in fact, her beauty aid, her only cosmetic, and one that she can afford. She regards
Breeze as her only way of fulfilling her dream of looking beautiful.

5.

HOUSEHOLD CARE

Vim

Vim Khar Khar ka moh tod jawab

In 1993 Vim Bar was launched. This product had many benefits including better clean, ease of
handling and easy storage. Vim Bar was re-launched in 1997 with an improved formulation and
new communication, which tackled economy and performance. Much appreciated by the mass
market, it resulted in conversions not just from powder users, but also from proxy users who did
not upgrade to powders but preferred to use Vim Bar instead.
The brand has grown significantly registering strong double-digit growths in both volume
and value terms. Vim Bar was relaunched a second time in 2002, with a unique Stain Cutter
formulation that removes the toughest stains such as burnt milk and ghee stains. This new
formulation evolved through research and is now setting benchmarks in tough stain removal.
New Vim offers the consumer a superior performance at a great value.

Vim is the market leader in the dishwash category. Today Vim is available in powder, bar and
liquid form. Vim continuously strives to innovate its products to enhance the lives of its
consumers. Whether it be through its new 'Stain Cutter' formula in its Vim Bar or it's the stain
busters in its powders, Vim stands for the best quality in dishwash products.

FOODS AND BEVERAGES

1.

Ice Creams
Cornetto

Kwality Wall's Cornetto - bite bite mein pyar

Launched in the year 1995-96, Cornetto is undoubtedly one of the most popular ice creams in
India. Positioned as the icon for romance and special moments - it is targeted at young adults.
However, with its rich multi-sensory eat experience, it is overwhelmingly quoted as the favourite
of consumers across ages.

FEAST

Kwality Wall's Feast - feasting on 'the big F

Launched in 1995-96, the Kwality Wall's Feast range of ice creams and frozen desserts has
been positioned as a Youth ice cream brand with an attitude.
Over the years, Feast has expanded its 'chocolate only' portfolio to a more diverse one by
including refreshment products like Mango Zap, Calypso Punch and Jaljeera Blast. This was
in keeping in line with the varied need-states of today's youth.
As part of Kwality Wall's endeavour to consistently reach out to the consumer with new and
exciting flavours, Feast has launched Feast Snacko. The stick product is an excellent value
for money proposition.
As part of Kwality Wall's endeavour to consistently reach out to the consumer with new and
exciting flavours, Feast is launching a new SKU, viz. Feast Snacko. The stick product is
expected to take the market by storm, as it is an excellent value for money proposition.

Continually connecting with today's youth, Feast remains the ice cream with . . . The Big F!

Max

Kwality Wall's Max - the 'masti' ice cream

Max, launched in the year 1999 as the 'masti' ice cream, is targeted solely at children.
All Max products are fortified with extra vitamins. Max Cups and Max 123 have Vitamin A,
Max Orange and Max Joos have real fruit juices and Vitamin C (a single Max Orange candy
offers a child 15% of his daily requirement of Vitamin C).
Max says, 'Masti kar Befikar' and encourages all kids to go ahead and have lots of fun!
Max has recently been extended as confectioneries (candies) - MaxMasti, MaxMagik and
ChocoMax.

Cornetto Soft

Kwality Wall's Cornetto Soft

In 2002, Kwality Walls is introducing a host of unique product innovations under a new brand
called Cornetto Soft. The new range includes a Super Cone (a bigger soft cone- Vanilla and
other flavours like chocolate, strawberry etc), Strawberry Sundae Cup (Creamy tasty vanilla
topped with rich strawberry sauce), Chocolate Sundae Cup (Creamy tasty Vanilla topped with
thick chocolate sauce), Ripple Cones (Creamy tasty vanilla softy with strawberry or mango
ripples) and Nutty Delight (Creamy tasty Vanilla topped with thick chocolate sauce and nuts,
served in a cup.). The price ranges from Rs.7/- for a Super cone to Rs. 20/- for a Nutty Delight.
At a Kwality Walls kiosk, the consumer will experience innovative promotions and themes that
will take place regularly at and around the outlet kiosk, it will be seen as a cool place to hang
out and a great place to eat out. Kwality Wall's has a perfect blend of affordability, hygiene and
taste that will win over the consumer.

Kwality Walls Softies are untouched by human hands. The first hand that touches the product is
the consumer's. Kwality Wall's uses a pre-mixed liquid produced and sealed at the factory and is
untouched by the operator at the outlet. The advanced Tamper Proof technology & the
sophisticated softy dispensers make sure that hygiene is given the highest priority. The
ingredients are pasteurized and homogenized, which ensure true quality & consistency of the end
product. As a result Kwality Walls is the only one offering a superior and completely hygienic
product.
Kwality Wall's aims to ensure that the consumer gets a world class product delivered to meet
local taste requirement under strict Unilever standards of hygiene and at a great price!

Kwality Walls Black Currant Sundae

Irresistible

international

flavour

now

available

in

India

The exotic dessert, Kwality Walls Black Currant Sundae, launched in India, has a mouthwatering black currant sauce and creamy vanilla. The Black Currant sauce has been specially
formulated by Kwality Walls, to offer a truly delectable dessert for its consumers that leaves
them yearning for more. Black currants are grown in Europe, USA and Chile, rich in vitamin C
and minerals; they are used to make exotic jellies, jams, drinks and sauce the world over.
There is an even more interesting history to sundaes. In the 1980s, when this delightful dish was
first put together in the US, it was against the law to sell soda and consequently, ice-cream sodas
on Sundays. So the trend of serving ice cream with sauces and toppings instead of soda began.
Soon, ice-cream sundaes became so popular that people opted for this dessert on weekdays as
well.
Kwality Walls Sundaes were launched in 2001 in India in Chocolate, Strawberry and Mango
flavors. These products were a phenomenal success and are now being taken to the next level
with an exotic Black Currant sauce and Black Currant Dry Fruit pieces.
In a day and age, when families hardly find time to spend together, Kwality Walls sees its
Sundaes as an offering, which helps bring families together for fun and enjoyment. 10 p.m.
would henceforth stand for Kwality Walls Sundae time!

Beverages

DISTRIBUTION SYSTEM OF HINDUSTAN UNI LEVER LTD.

The success of each and every company depends upon the effectiveness of their distribution
system. Hindustan lever ltd has an efficient distribution model.

Manufacturer

Depot

Distributor

Whole seller

Retailer

Consumer

HUL Ltd new distribution system to reach more consumers:

FMGC major Hindustan Uni lever Ltd (HULL) new plans of reinventing distribution so as to
redefine current channels and look at creating new channels. Competition was the main thrust for
this change in its area of distribution.
HUL Ltd, which has been reinventing its distribution system, in a bid to reach out to more
consumer, will look at a three way convergence of product availability, brand experience. They
are building key capabilities entraining the large number of people involved in these initiatives,
through all these initiative they are getting their brands closer to the consumer.
These initiatives are expected to create employment and vocational opportunities through its
nation wide network of 7,000 stockiest and 6,000 sub-stockiest, thereby, employing over 60,000
people. HUL is already involved in channels such as project shakti, which operates in 16 states;
Hindustan Lever Network, which has a consultant base of 25,000 entrepreneurs and out at home
opportunity and heath and beauty services.

CHAPTER - 3
RESEARCH METHODOLOGY
Research methodology is a systematic way. Which consists of series of section or step necessary
to effectively carry out research and the desired sequencing of these steps the marketing research
is a process of involves a number of inter related activates which overlap and do rigidly follow a
particular sequence. It consists of the following step.
1. Formulating the objective of the study.
2. Designing the method of data collection.
3. Selecting the sample plan.
4. Collecting the data.
5. Processing and analyzing the data.
6. Reporting the finding,

RESEARCH DESIGN
The research design is the basic framework which provides guidelines for the research process. It
is a map according to which the research is to be conducted. The research design specifies the
methods for data collection and data analysis. Ive done analytical research.
After having discussed the HULL (Hindustan Uni Liver Limited) detergent market and its
competitor in general, the present chapter Research Design has proposed to high light the
objectives, data collection, sampling arid measurement techniques etc.

DATA COLLECTION METHOD

The date use is primary in nature. The questionnaire was designed and these questionnaires were
asked to be filled up by the respondents.

SAMPLING METHOD
The sample for the survey was selected at random. For this, the surveyor attempted to get the
information from respondents. Respondents were interviewed at random from the sites chosen.

Universe: India
Population: Ghaziabad
Sample size 100
ANALYSIS METHOD
Prior to collection of the data or actual field work a pilot study was conducted in order to analyze
the degree of proper framing of the questionnaire. The dummy data so collected was used to
develop an idea regarding specific information that is required to carry out the actual research.

CHAPTER - 4
COLLECTION OF DATA
The following techniques were adopted for date collection.
The data collection phase of marketing research is generally the most expensive and the most
prove to error. In case of surveys, four major problem arise. Some respondents did not use a
particular detergent and must be reconnected or replaced. Other respondent will refuse to
cooperate still other will gave biased or dishonest answer. As the study could not be conducted at
the national level with in the specified time. This study reties itself to the Ghaziabad region
which divided into four clusters: Shahibad, Rajnagar, Old Ghaziabad, New Ghaziabad,
PRIMARY DATA Primary data was collected through questionnaires.

SWOT ANALYSIS OF FAIR AND LOVELY PERSONAL CARE

PRODUCTS
Strength

Weakness

Backed by HUL Ltd.

Less attractive advertisement

Good brand ambassador.

Complaint of

hair damage

Good packaging.

after use of this Personal care

Good R&D.

products

Combination of Nature &

Science.
Variants for every hair type.

Less market penetration

Number

of

advertisements

broadcasted on TV is less.
Typical na me
Less visibility

Opportunities
Middle class can be targeted
through small packages.
Rural sector can be explored

Less availability
Threats
From leading market players.
Less awareness of brand in the
market.

through participation in local

Intense competition

cultural events.

VAT has increased by state

People are more conscious of

govt. from 12.5% to 13.5%.

their personal care.

Growth in FMCG sector.

CHAPTER - 5
DATA ANALYSIS
1. Do you use Personal care product?

2. Which brand of Personal care product you use?

3. Where you heard or read the name of Fair and lovely ?

4. Where you heard or read the name of Fair and lovely ?

5. How do you find the advertisement of Personal care products?

6. Do you know who the brand ambassador of Personal care products is?

7. Do you know Personal care products belongs to which company?

CHAPTER 6

FINDINGS
1.

In the research I found that HUL Ltd have more market share.

2.

The respondent started that they would like more schemes to be associated with surf
when they were asked that what change they would suggest in their detergent then
suggested more schemes.

3.

HUL Ltd detergent is available in big & small packages so consumer preferred HUL
Ltd detergent.

4.

The main competition of the HUL Ltd detergent is proctor & gamble.

5.

Surf excel is preferred by the consumer because of its extra ordinary whiteness and
the fast fact.

6.

of the users of surf all of them user more or less equally according to the income

7.

The company should come up with more incentives for salesmen to motivate them
which will impact on salesman performance.

CHAPTER 7

CONCLUSIONS

Retailers complaint of delayed supplies which they had ordered to the WDs.

Less penetration of products into the market. The big problem of HUL Ltd is

cut
rate problem.

Retailers want more trade schemes for promotion of HUL Ltd personal care
products.

Less attractive advertisement of Fair and lovely Personal care products.

People are not able to recognize the advertisement of Fair and lovely.

Human resource problems like more DS turnover in PAMS division.

Less visibility of posters at the retailers POS.

CHAPTER - 8

RECOMMENDATIONS & SUGGESTIONS

Regional tax differences should be absorbed so that uniform pricing policy could be
implemented and cut rate problem faced by retailers can be eliminated.

Schemes provided by the company to WDs should be monitored closely so that they
cannot misuse it.

Provide enhanced trade schemes for retailers to increase our market base.

Instead of rational appeal emotional appeal should be incorporated in the advertisement

of Fair and lovely.

More of brand promotion activities through free sampling, gifts not only in premium
outlets but also in major retailers POS in residential markets.

Motivating the dealer salesman by making a policy of taking them on companys payroll
based on their performance in a certain period of time. This makes them more
accountable for their job and their improved relations with the retailers.
More merchandising in market for higher visibility of brand in the market through
posters, danglers, etc.
Multi level Marketing can be used for distribution directly to the customers.
Better distribution logistics for timely supply of goods to the retailer.

CHAPTER 9
ANNEXURE
Name:

Age:
Occupation:

QUESTIONNAIRE
1.

Do you use Personal care product?

1. Yes

2.

2. No

..

2. No

2. DOVE

4. Personal care products

..

3. GARNIER
5.Others

Have you heard the name of Personal care product earlier?

1. Yes

5.

3. Sometimes

Which brand of Personal care product you use?

1. SUNSILK

4.

..

Do you know that you should use Personal care product according to your hair type?
1. Yes

3.

2. No

..

Where you heard or read the name of Personal care products ?

1. T.V.

2. NEWSPAPER

3. Hoardings

4. FRIENDS
6.

On which channel you watch the advertisement of Personal care products?

1. SONY

7.

2 SET MAX

3 STAR PLUS

4 M.T.V.

How do you find the advertisement of Personal care products?

1 Excellent

2 Very good

3 Good

4 Average
8.

Do you know who the brand ambassador of Personal care products is?
1. Yes

9.

..

4 Average

14.

2. No

..

2 Very good

3 Good

5 Cant Say

Do you know about every varient of Personal care products ?

1. Yes

13.

2 No .

If you have used Personal care products, how did you find the quality?
1 Excellent

12.

Have you earlier used Personal care products?

1. Yes

11.

2 No

Do you know Personal care products belongs to which company?

1 Yes .

10.

5.Cant Say

..

2. No

..

Which variety of Personal care products you like most?

1. Aqua Balance

2. Everyday Mild

5. Volume & Boost

Silk & Shine

Do you ever use Personal care products conditioner?

1. Yes

..

2. No

..

3. Silky strong

15.

How do you find packaging of Personal care products?

1 Excellent
4 Average

16.

3 Good

5 Cant Say

Do you find Personal care products Personal care product easily available in the market?
1. Yes

17.

2 Very good

..

2. No

..

Do you find visibility of print media of Personal care products anywhere?

1. Yes

2. No

..

18. Do you have any Suggestion / Comments for HULL product? (Please specify)

THANK YOU

SIGNATURE

CHAPTER 10
BIBLIOGRAPHY
Research Methodology, C.R. Kothari
Marketing Research, Harper W. Boyd
Marketing Management, Philip Kotler

 www.HULportal.com
Outlook magazine.
Business today.
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www.yahoo.com