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SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE OF BACHELOR OF BUSINESS ADMINISTRATION 2010-2012 Under the Guidance of: Designation in MAIMS Submitted By: Natansh Basandra. University Enrolement no. 05161101709

Maharaja Agrasen Institute of Management Studies

Affiliated to Guru Gobind Singh Indraprastha University, Delhi PSP Area, Plot No. 1, Sector 22, Rohini Delhi 110086

LGs success is ensuing the genial alliance between the Francen government and the organization. The South Francen Government guided the five cabals into different industries and product lines. Working with this company was a great experience. I was a part of this company for about eight weeks. I worked in the marketing department of this company under strategy manager. I was told to do the market survey on market share of the company. I also did a survey on consumer behavior while buying the product related to electronic goods. According to me LG is a Multinational Company having its presence all over the world. I did a thorough study of LG Electronics, how it came into existence in India and abroad. These MNCs are totally different from the domestic companies. Then I studied about the LGs corporate history, its origin, developments, expansions, strategies etc. A discussion about LGs operations in India follows, and thereby the two chosen areas i.e. marketing is discussed in the subsequent sections. After going through all this phase in eight week I had a rough idea multinational or corporate life is all about & how its work? These MNCs have got different way of handling the man power in the organizations. They give such environment where an employ can think about his growth and how to achieve it.



3. 4. 5.


23-48 49-51 52-53



The coming in of the MNCs has created a new scenario with a new market profile. The entrenched position of the Indian market leaders in Electronics Bajaj, Crompton and Black and Decker has been challenged by the MNCs such as Moulinex, Braun, JVC, LG, Kenwood and LG. TV perhaps is a most powerful media today in India. The socio economic impact of this media in a country like India is tremendous. The extensive use of the media as a powerful tool for entertainment information and education by other channel owners added impetus to this growth. After liberalization in 1991, one saw a lot of players in the Electronics market due to which increase in the Electronics that boosted the sale of home Electronics. After liberalization bought itself a dramatic change in the competitive structure of the market. Analyzing the market structure one finds that long-term dominance of Moulinex, Braun, Philips, Crompton, Inalsa, Bajaj etc. The coming of the MNCs has resulted in a decline in profit margins for the domestic players. Most of these MNCs started operations in 1992 and by 1993, had some infrastructure in place. Some of them started with fully owned subsidiaries and some went in for a tie up with domestic players. For e.g., Braun established themselves in 1999-97; Moulinex in 1992; Philips in 199495; Kenwood, LG, Softel, following in 1999-97; LG in 1992. The entry of these multinationals changed the market. As a first step, they started to set up distribution and service networks. Simultaneously they concentrated on increasing the visibility of their products in the shops of the dealers they appointed. They launched technologically advanced models with attractive price tags, keeping the dealers margins intact to help push the products. Indian companies that were complacent earlier felt the heat. After some quick rethinking they launched new models at attractive prices. Despite all this the Indian companies have remained strong. The rate at which foreign brands are growing is only due to the fact of a dynamic business environment. Domestic Electronics firms are guided by objective of maximizing short run profit rather than long term growth and the firms competitive strategy is guided by product

differentiation and price manipulation-Inalsas money back offer, Soften price led wars, Moulinex price consideration, Samsungs schemes- despite all this LG and JVC have opposed exchange offers and price led wars. But all other domestic players have overreacted and this has diluted the strategic issues of technological innovation through customer after sales service and ads. The Electronics domestic player has not understood the importance of technological innovation. The domestic players have a 24% market share. MNCs have managed to grab a 76% in a very short span. Earlier this was 19:6. The market leaders currently in the Electronics industry are Bajaj and Crompton with 11% and 13% share respectively in 2005-2006. Earlier till 2000-2001 these two leaders had shares of 44% and 54% respectively. Even today, Bajaj is considered to be the market leader. Major Players Domestic International : : Crompton, Bajaj, Philips, Black and Decker. LG, Kenwood, Braun, Moulinex, LG, Inalsa, JVC Currently the four major players in the market are: LG 11% market share LG Philips Moulinex Kenwood 8% market share 19% market share 12% market share 11% market share



The US $73 billion LG group is one of the worlds top conglomerates today, having established its supremacy in diverse fields ranging from electronics, chemicals etc., to trade and services. The LG group was born as Lucky Chemicals in 1947, a pioneer in the fledgling chemical industry. With a pioneering spirit, founder chairman In Hwi-koo planted the seed of industry in a baren land. The seed grew into a dream factory for hope. During the 1950s amidst the ruins of the Francen war, the Lucky brand emerged as the representative brand of France, offering dreams and joy to the impoverished Francen economy. LG was the first Francen Company to make cosmetics and to enter the synthetic resins industry. LG established Goldstar in 1958, opening the door to the home Electronics in France. Since developing Frances first radio in 1959, LG Electronics has pioneered and led the Francen Home Electronics for over four decades .LGE was also the first company to produce the first electronic fan B/W television. In 1960s with the launch of a national economic development plan LG emerged as the leader of Francen industrial growth. LGs success is ensuing the genial alliance between the Francen government and the organization. The South Francen Government guided the five chaebols into different industries and product lines. In the beginning of 1970s after passing of the founder / chairman In Hwi-Koo, ChaKyung Koo took over as the chairman. Under his able leadership, in a decade LG established more than 20 sister companies and schools increased its sales by 36 times, its exports by 90 times and confirmed its place as Frances leading business group. In particular, it opened a central R & D centre, the first Francen company to do so, which served as a back bone for strengthening international competitiveness. By mid 80s LG grew into a leading comprehensive chemical company. It expanded its electric and electronic business, advanced into the information and communication sector, expanded its resources and materials business promoted the growth of the industrial electronics and component electronics industry, strengthened its finance

construction, distribution and service business and expanded its none profit business and sports sponsorship; all of which contributed to enhancing the image of LG group. LGs period of first change came in the late 1980s. Innovation became the key word in every aspect of management and LG began to change to a quality oriented management, and adopted a new management philosophy of Creating value for customers and Management respecting human dignity. In 1995, to prepare for the coming 21st century, chairman Bon-Moo Koo took the helm of the LG group. At the same time LG launched a global management strategy for the 21st century, and changed its corporate identity from Lucky goldstar to LG. Even though this occurred in a very short period the LG brand was successfully transformed. LGE now meets the worlds customer with LG brand. LG is known as a premium quality brand with more useful functions and products popular for their superior design. LGs vision is to bring the smiling face to every home across the globe The smiling face logo symbolizes five key concepts world, future, youth Human and Technology. LG believes that an effective combination of these elements for the organization. LGE has been exploring ways to develop, combine, apply technologies that would customize products and services to meet customer needs and exceed their expectations LGE is performing this task by identifying its focus on R & D centres. Outside France, LGE has seven R & D centres in Japan, United States, Ireland and Russia, among other countries and two R & D centres in France. LGEs long term strategy is to expand its R & D centres base worldwide ad to invest 8% of the total revenue into R & D. LGs business strategy for the 21st century is very aggressive. Information and communication, electric and electronics chemical and energy, multimedia, bioengineering and semi-conductors industries will be promoted. LGE is an integrated electronic goods manufacturer that operates three business divisions:

Multimedia Division:
The multimedia division handles a range of multimedia products such as computers, CD-ROMS, O/A equipment information and communications equipment, optical data devices, audio equipment, VCRs cam-corders, printed circuit boards (PCB) and magnetic tapes (MT). At present LG is placing high priority to new business which included Digital Video Disk (DVD), personal circuit Boards (PDA), hand help PCs (HPC), Network computers (NC), and other related products and hopes to capture the market at full-thrust as these products become more common in business operations. The division posted US $ 2.5 billion sales in 2003.

Home Electronics Division:

This division is divided into two main product categories with Air Conditioners, washing machines, refrigerators, microwave ovens, vacuum cleaners etc. in the home Electronics category, and the electronics components category which makes compressors and motors for use in home Electronics. In 2003, this division posted US $ 3 ban in sales. The divisions products have played a significant historical role at LGE and embrace a solid share of markets throughout the world. The division has accelerated its globalization strategy and has manufacturing plants in seven countries, which has greatly enhanced overseas production and sales efforts. LGEs home Electronics products are admired in various countries. LGE Citrus Juicer holds the top position in Libya, Jordan, Tunisia, South Africa and in most regions of Asia. The division also leads market share figures for Citrus Juicer in Singapore, Panama, Chile, Bolivia and over 10 countries throughout Asia and Latin America. Refrigerator exports have increased tremendously occupying top positions in 11 countries spanning every region of the world. Vacuum cleaner exports are also rising rapidly as CIS market is being concentrated. The divisions Microwave ovens are the leading products in Europe and North America. Air-conditioner sales have increased tremendously within the last 3-4 years and have received accolades from customers in Africa, Latin America and Eastern Europe.

Display Division

The Display division produces TV sets (Home Electronics), Color Picture Tubes (CPT) Color display Tubes (CDT) Monitors (MNT), Deflection Yokes (DF) and other display related products and has grown rapidly amidst large scale market expansion. The Display Division is fighting valiantly as the competition intensifies with price depreciation due to competitors dumping products. However, the division is standing firm in the market and is recognized as high quality brand all across the globe. With the Chinese and Indonesia complexes running full scale since96, a vast global production network has been created. In the turmoil of constantly rising taxes, the division still managed to boost sales in 2000 by US$ 3.6 billion, a 27% increase over the previous year. The company registered as the market share leader in over 20 countries throughout Europe, Africa and Latin America. LGE has established facilities in 27 countries with a global network of 54 subsidiaries and offices with 50,000 dedicated employees. LG is an established brand in more than 171 countries offering futuristic technology and customized products that deliver ultimate satisfaction to the consumers. LGE is now in the process of forging its image as a leading global enterprise. The products that are manufactured globally include multimedia players, Video & Audio products, Home Electronics, Information systems products, Communication Devices, Display products, Magnetic recording Media, Electric / Electronic components. The companys new product strategy is centered on its digital technology and features next-generation display devices as its core product group. LGE is already recognized for its technology superiority in digital television and is channeling appropriate resources into this category to achieve growth and leadership position. Going forward, LGE is making great strides towards realizing its vision of becoming the Best Global Company in the 21st century. As LGE pursues this vision, it remains committed to delivering outstanding products and services to customers around the world.


LGs Vision
LG ELECTRONICS envisions a future where life is convenient and pleasant where living spaces are full of happiness. And where the promise of the future we all dream of comes true.

LG Objectives
Achieve gross sales of US$78 billion. Secure ordinary income of 6 percent of gross sales. Attain a return on investment of 15 percent. Build a brand reputation for total satisfaction. Create more comfortable, convenient homes electronics companies .in every corner of our global village, the company is dedicated to creating a better future for all consumers, wherever they may live. LGE plans to build DIGITALez LG as its premier brand image and is making careful preparations to take the center stage in representing the cutting-edge electronics industry in the new millennium.

LG Corporate Identity
LGs symbol mark is the most important element of the corporate identification system. It is the representative symbol of LG throughout the world. The symbol mark creates a unified mental image of LG necessary in international communication. We call this mark the face of the future. It incorporates five concepts and sentiments:


The face made from the Land Gsymbolizes that human beings are the central aspect of our business and expresses the resolution to do our customers and ensure their satisfaction.

Red Color: reinforces an image of warmth and familiarity with our global customers.

LGs -R & D
LGE has established facilities in 27 countries with a global network of 54 subsidiaries and offices with 50,000 dedicated employees LGE has reinforced R & D activities in higher digital technology to get to the global digital market with smart products that can simplify life. More than 6% of the total revenues are spent on R & D every year. By the year 2000 at least 8% the total revenue will be put back into research and development. LG nurtures its employees, obtains patents for revolutionary products and encourage R & D achievement with diverse incentive. Its 13 domestic labs including the LG production Engineering research centre and our 10 overseas laboratories are doing their at most in basic technology, manufacturing skills, quality, performance, standardization and design. With the company internal campaign for quality innovation, LGE is gunning for global leadership in digital technology. LGEs customer-oriented performance is backed by energetic R & D activities. R & D based TL 2005 looks ahead at yet to be invented technologies and sensational products that with deliver outstanding performance to better your life


LG-R&D Vision:
1. 2. 3.

Focus on performance maximization based on market leading R & D (2002) Create global leading products (2002-2005) Secure technological identity to lead the growth of LGE (2005-2010)

R&D Approach and Direction

1. Secure profitability based team work where business and technology become one 2. Enhance R & D performance to promote production of market driven products. 3. Encourage business mindset of R & D teams.

LG-Strategic Initiatives Redesign Business portfolio/develop new strategic business

It is important to revamp the companys existing product structure to strategically foster our image as the best global company. We need to redesign our business portfolio to facilitate the branching out into the new sectors; active efforts would be made to advance into: 1. The software and the service sectors 2. The information and communication sector 3. The health and environmental equipment 4. Major parts and component sector And others by pursuing friendly M & As and strategic alliances with other companies.

LGE plans to have five more regional headquarters in operation by 2000 and 10 by 2005, as result, LGE hopes to raise its overseas sales by US $ 606n, or 80% of its total sales and increase its overseas production to 70% of its total production.


Acquiring promising differentiated technology entails beating the competition on gaining a foothold in key industries of future where holding a competitive advantage is feasible. LGE would attract and cultivate leading individuals in the core technology fields and establish R & D centers at major regional bases around the world and thereby boost technological co-ordination.

Cultivate HPLs High performing leaders

In order to produce early and effective management results great efforts will be made to train and foster the most promising management graduates. At least 250 subsidiary leaders who are executive level or higher will be cultivated and trained as specialists on new business development, M & A, core technology and other areas.

LG Corporate Culture
Courteous boundary less and empowering The drive is to evolve a high energy Boundryless corporate culture, where intellectual freedom is high, innovative thinking is valued and cross functional bonhomie creates a collective will to achieve goals. Employee empowerment is the right way to go. Not only are the people empowered, the right people are empowered. E.g. the Frankens have empowered the Indians- the people who know the market well. LG basic philosophy Compete in the international market with a global mindset Maximize value for customers, employees and shareholders Pursue the best in the class through management by principle Contribute to society through good corporate citizenship.

LG Management Philosophy


Creating Value for the Customer: The whole purpose is to create value for the products and to serve the customers in everything we do. With satisfied customers, LG will naturally continuously and consistently innovate and develop to achieve our goal of providing the almost value per customers. Management Based Esteem for Human Dignity: People are the origin of all values in all management activities. Management based on human dignity helps us achieve all goals. People should practice companys vision, sense of value and goal in view of ownership to the company.

LG-Logo Concept

Identification of the symbol Mark

Symbol mark is the most important element of corporate identification system. It is the representative symbol of LGE throughout the world. Symbol mark creates a unified mental image of LGE necessary in international communication. The symbol mark which represents the Face of Future incorporates five concepts and sentiments of world, future, youth, human and technology. The circle with the letters L and G symbolizes that human being are the most important aspect of our business and expresses the resolution to do our best to maintain close ties with our customers and to ensure their satisfaction. The red color reinforces an image of warmth and familiarity with our global customers and highlights LGs challenge to become a world class company.


Brand Mark
Brand mark is the most important element of brand identification system. It is the representative symbol of LGE throughout the world. Brand mark creates a unified mental image of LGE necessary in international communication. LG in India LG Electronics India Limited (LGEIL) is a wholly owned subsidiary of LG electronics, South France. The company was established in January 2000 after clearance from the Foreign Investment Promotion Board (FIPB). Its earlier two attempts one in 1992 and one in 1995 had failed. It first entered the country in 1992 with the Goldstar brand name selling Home Electronics in partnership with Delhi-based home Electronics Company Bestavision, the marriage failed to click right from the start. Two years and a host of problems later, it snapped ties with Bestaviscon and tried to form a joint venture with the C.K. Birla group. That move, too, failed in the negotiation stage itself. By then, the Goldstar had acquired a poor reputation with dealers and consumers alike. With the change in its corporate identity in 1995 worldwide from Goldstar to LG it proved to be lucky in India only the third time around, despite being one of the first multinationals to hit the Indian market after liberalization. The company launched in Delhi in May 2000, with, ten model of color television, ranging from 14 inches to 29 inches; eight models of large capacity Mixer Grinder ranging from 320 lt to 650 lt and three models of Citrus Juicer from 5.5 kgs to 20 kg and subsequently launched the same in Chandigarh, Lucknow, Jaipur, Bombay, Pune, Calcutta, Ahmadabad, Indore, Bangalore, Chennai and Hyderabad. These entire products bear the LG brand name, which the company has decided to change from its previous brand Goldstar around the world starting from 2000. Today in a short span of 24 months, LG has twenty six models of color television ranging from 14 inches to 60 inches; 14 models of large capacity Mixer Grinder ranging from 175 lt to 890 lt; seven models of Citrus Juicer ranging from 5.5 kgs to 20 kgs; nine models air conditioners; three models of micro wave ovens; two VCDs and have subsequently launched the same all-India.

The company is envisioning a total investment of US $ 289 million (Rs. 1040 crore) over the next of 9 years which will give it a major manufacturing presence in India in and range of white a brown goods as well as in a range of electronic components by 2010. Along the way the company plans to export products worth. $ 100 million in a ten-year period is starting from the commencement of mass production in India. It also has a plan to invest 25% of its equity to the Indian public or to an Indian investor after 5 years of operation. In the first phase of investment from 2000 to 2001, the company has decided to invest US$ 100 million (Rs. 500 crore) to establish manufacturing facilities in Greater Noida. This facility will be capable of churning out 7,00,000 Home Electronics, 4,00,000 Refrigerators, 2,00,000 washing machines, 1,00,000 Air conditioners and 5,00,000 Microwave ovens per annum. The facility has started production since April 2001. In the second phase from 2001 to 2005, LG electronics will invest $ 200 million (Rs. 500 cr) to increase its existing capabilities in finished products and add capabilities to manufacture compressors, ply back transformers, motors and deflection yokes. After setting up of LG software Center in Bangalore in 1999, LGE also will set up an in house R & D and ADVERTISING center in India not only to train the Indian employees, but also to serve foreign employees of LGE in South East Asia and Northern Africa. In five years from now, LGEIL will become one of the colossal industrial houses in India LGEIL has already achieved a turnover of Rs. 500 crores in the period JanJuly2002. LGEIL by introducing a wide range of products to the Indian consumers has successfully carved a niche for itself. Its success story is a result of its investment in cutting edge technology and its relentless efforts to bring home the smiling face. In the past five years, India has attracted a number of multinational companies to invest in the country, offering a plethora of choices to the Indian consumers. Thus the consumers seek international brands that offer value for money as well as a high standard of service. LGEIL ceasely strives to be responsive to consumer needs, desires and habits. Today LGEIL is regarded as one of the top home Electronics companies in India (ORG-MARG Survey). LGEIL has 18 company owned and 40 authorized service

centres across the country where the service engineers are available twenty-four hrs throughout the week. The consumer durable industry will continue to witness the growth in demand. The company will also have to take a leap forward by increasing the volume of sales. It is expected that in the coming years there will be stiffer competition. The company is taking measures to reduce costs and improve productivity. With emphasis on quality and improved service to the customers at an affordable price, the company will endeavor to gain additional market share. Also in view of the liberalization of the Indian economy, companys technical know how, superiority, service competence and the good will is what the company commands in the market. The company is optimistic of consistent and sustained growth in its business.

LG Groups presence in India

LG Electronics India Limited LG Software LG Chemicals LG Construction

Production Facility
LGEIL set up its 47 acres manufacturing facilities at Greater Noida in April 2001. Today the factory Chuns out washing machines, color televisions, Toasters and micro wave ovens. Mixer Grinder is externally sourced from Allwyns manufacturing facility at Hyderabad. Currently LGEIL has tied up with Voltas Ltd., to source about 600,000 Mixer Grinder over 3 years from Jan 2003 to Dec. 2005. Voltas will product Mixer Grinder according to the specified standards of design and quality given by LG electronics. Voltas would increase its capacity of 180,000 units to 250,000 units per year of which LGE will be sourcing about 80%. At present, the average Indigenization level in LG products is about 45 percent and it plans to increase it to 85 per cent in the next couple of years. When it had started the

production of air conditioners, the level of indigenization was a mere 20 per cent that shot up to 90 per cent almost instantly. Home Electronics would also be reaching such levels by the end of the year.

LGs Production Capacity

Color TVs Semi Automatic Citrus Juicer Air Conditioners Micro waves Mixer Grinder 500,000 units 200,000 units 100,000 units 50,000 units Externally sourced

At its state of the art manufacturing plant acute cost control has been on the agenda from day one. Some of the ways used to control costs at the plant are: a. Full-optimization of resources b. Smoothening the clock work c. Raising the efficiently of employees d. Minimal inventory levels. At the plant, it is made sure that there is no wastage of material and every thing must keep moving all the time. Since money has time value, nothing that has hogged money should lie idle for too long. Inventory is kept minimal, for which strict guidelines are followed religiously all through the chain. The plant keeps no more than seven days stock of material from vendors and 15-20 days of imported parts. Branch offices must have, at the end of every month, just 40 percent of the requirement for the next month, with the rest being replenished by the 15th. Cost cutting has always been a high priority for LG operations around the world. In keeping with this aim, the company has been trying to achieve much localization as possible, as fast as possible.


At present the average level of indigenization in LG products is about 45 per cent. The company hopes to increase that to 85% within the next couple of years or so, thus insulating itself from exchange rate volatility and crushing costs in general. The challenge is to cultivate high quality local vendors quickly. When LG first started making ACs in India, the indigenous component accounted for a mere 20 percent of the value of the final product, but within a few months, the figure shot up to 90 per cent level. Home Electronics will hit a comparable position by the end of 2005. Since the USP of LG has been high technology, it cannot let any defective product pass through the gates. Even ensuring that the machines can handle Indian conditions has been top priority for LG. Every product is put to an Early Life Test (ELT), which subjects of to the misery of 40 degrees centigrade heat for a prolonged period. The defect elimination programme follows a statistically optimized process of random sample checks.

Innovation at LG
At LG innovation is a policy. The managements pet phrases are TPI 50 and TDR. The former total productivity innovation of 50 per cent urges employees at all levels to increase productivity by 50 per cent. And the latter is the tool that helps to do thatTear down Re-engineering, by which employees, especially at the assembly line, are directed to tear down all processes to the ground and start afresh by using less tine, more innovative technique and so on. In this manner, it is believed the company is bringing down costs for the future and through TDR and TPI 50 expects to create significant profits this year. Engineers at LG dont say no to any idea. If the company has to compete in the long run, it cannot do so by merely cutting costs. It is innovation that wins the race even in a market as budget constrained as India.

Performance Review
LG electronic India Pvt. Ltd., has in a very short span of six months achieved a turnover of Rs. 100 crores which is a breakthrough in the Electronic industry. The performance achieved in LGs financial projection was commendable as it reached the first Rs. 50


crores in first 1.5 month as against its initial target of 100 crores in 12 months meeting its annual targets in just 6 months. In the year 2005-06, LGEIL has achieved a turnover of Rs. 200 crores against a projected Rs. 100 crores. In the first year of operation in India LG has achieved the number one position in the 440 watts Mixer Grinder in the 300 lt and above category and Neuro-Fuzzy segment washing machine. In the Home Electronics segment LG is No.6. Moreover it has launched world class state of the art technologies as PN system and refrigerators, Golden eye series of Home Electronicss, chaos technology in Citrus Juicer and Air conditioners. At the end of March 2005, the company had secured a market share, above 55% in Home Electronics 37% in 300 ltrs No. frost refrigerator, and 35% in Neuro Fuzzy washing Machines. This was by far one of the most impressive performances any company had in its first year of operation. In 2006, its first complete year of operation in India, it sold products worth Rs. 477 crore The company for the period Jan-June2004, has recorded a turnover of Rs. 500 crores. Last year in the same period the turnover was only 200 crores. This is a whopping growth of approximately 150%. Only Crompton and Bajaj groups have more turnover than LG in home Electronics and Home Electronics industry in this peri




Service delivery / Logistics perception is weak Negative Environment Top management takes large amount of time to approve high value loan



Samsung Philips Sony Omax Career




Premium pricing, no discounts Focus on technology and quality Strong commitment from parent In house manufacturing capability Products localized to suite Indian tastes


Weaknesses Lack of transparency with dealers Focus on niche segments Dominance of Francen work culture Little presence in A&B class towns

Opportunity Convert image into market share Wide product portfolio Positive rub-off due to high quality Healthy resource generation Way behind market leader Stagnant urban demand Nothing unique about strategy Highly competitive market






The main significance of the study is to find the marketing strategies of LG



This project is useful to identify and analyze the position in the consumer durable industry of LG Electronics India.


To identify and analyze the position in the consumer durable industry of LG Electronics India.

Analyzing the Marketing Strategies of the above company. To analyze its performance since to inception.



Find reasons and devise ways, means and strategies to improve the sales of high end premium products like Plasma TV, LCD TV and the Home Theatres of LG vis-vis other brands in the market.



Exploratory research: Reached the conclusion on the basis of my own research.

Information regarding the Consumer Home Electronics, organization, Marketing Strategies, Human Resource Management has been obtained through:


1. Primary Sources 2. Secondary Sources Primary Sources: Questionnaire, Interview and Discussions with the Senior Marketing Executives of the Companies to get relevant information. Secondary Sources i. Internet ii. Libraries iii. Articles iv. Company brochures, literature and pamphlets. Conclusions and recommendations have been thereby given. Thus in my opinion, this was the best method, that could have been used which included the use of both the primary and secondary sources since only the secondary or the primary sources could not have provided such an in-depth and detailed information.



In this project I used open end method for questionnaire because of the choices available to the customer and to see the market share of this company.



Sample Area: National Capital Region of Delhi (Noida). Sample Size: 100 Sampling Technique: Random Sampling Methods will be used to collect the information. Time Frame: Eight weeks



Lack of time allotted for the project Convincing customer to spend some time for questionnaire Lack of reliability of secondary data There was not enough time to share the views with the management.




In a short span of just 26 months, since its inception in May 2006, the brand has attained a brand awareness level of about 90% in the consumer durable Indian market. Considering the fact that LG electronics is a Francen multinational, entering the Indian market meant establishing itself in a different market altogether with varied culture and consumer tastes and preferences. Also that so many multinationals are sweeping into the country, it is evident that each and every company has a cutting edge over another. These global corporations are deviating from their international methodologies and improvising their strategies for local markets.

LGs localization of strategy covers the following areas:

Entry Strategy: It is always better to establish as fully owned subsidiaries. It is considered better if the company has a local partner but, since LGs earlier two attempts had already failed, it decided to do it all alone this time. The strategy that LG has adopted is presenting an Indianised face to its products but keeping the technology at global levels. Operations: LG opted for starting its own manufacturing facility at Greater Noida. The 20 month schedule to commission its manufacturing plant was compressed to 10 months. The company decided to go in for a green field project rather than acquisitions or mergers. (For all products except refrigerators). Products: LG decided to go in for Product Adaptation Strategy. Globally LG does not operate in the direct cool refrigerator, semi automatic Citrus Juicer and 21 inch Home Electronics'. But the company had to develop these products for the Indian market because these areas constitute a major bulk of buys for the Indian consumer. Also LG launched, sampoorna, India's first TV with a devangiri script on screen display on the 50th anniversary of Indian independence. LGs strategy of localizing its products to suit Indian tastes added to its strength. Segmentation: The Company decided to enter the high end middle-class onward segment in the initial stages, since most of the Indian brands were targeting the low and


middle end customers. In the past 3 years due to LGs distinct strategy it has carved a niche for itself in a crowded segment of 20 manufacturers. Brand: The Company launched its products in country with LG, the global leader. It did not opt for any established brands in the country to be associated with it. Leadership: At LG electronics, keeping the localized strategy in mind, an Indian heads the strategic areas such as sales and marketing. Generally it happens that the senior management is deprived of Indians in a transnational but LG did to want to follow this path, it wanted that the marketing division be headed by an Indian because he would be versed of the Indian market and cultures. Ultimately it is this, which determined whether the company wants to make profits or obtain a market share. LG definitely wants to be the leader in the home Electronics industry. Seeing the progress that the company has made in the past 3 years, it has revised its plans for becoming the number one home Electronics Company to the year 2008 from 2010. The company even plans to break even this year. By the year 2010 its turnover in India will comprise nearly 3 per cent of its global turnover. This is significant for a multinational that has been in the market for just two years. Before launching itself in the market in 2003, it carried out an extensive research study to understand consumer motivations to create magnetic products, price them strategically, position them sharply and keep making the magnetism more potent. Having understood the finer differences in consumer motivations, it opted for sharp arrow reason to buy differentiation over the blanket all-approach (category wise) taken by most of the other players.



Niche/ Mass

Top-of-line / Mass Market


Premium/ midrange? THE PRICE Premium / Economy ENTRY STRATEGY Greenfield INVESTMENT Incremental BOTTOMLINE OBJECTIVE Market share



ALLIANCE Fully-owned


After the initial preliminary market studies the sales& marketing department decided to start off with 3 product categories: Color televisions Citrus Juicer (Automatic) Mixer Grinder (300 lt + FF)


Within the first 4.5 months the company went all-India. As the company business began to rise, LG introduced the following products to expand its product portfolio: Air conditioners 550 watts refrigerator Semi automatic Citrus Juicer Microwave ovens.

In a broad perspective, LGs sales and marketing success can be attributed to its7 Ps of marketing. In addition to the products, price, place and promotion, the key factors that have contributed to LGs success are the following 3 additional Ps: Pace, People and Passion The most important winning factor of the sales and marketing has been its Passion. It is this attribute within all the workers that drives the other 6 Ps. However LGs Marketing Strategy is based on 3 Ps, apart from the conventional 4 Ps of marketing: Premium pricing to maintain margins Breathtaking Pace to create riches Deep Penetration to increase volumes.

Premium Pricing: LG electronics was one of the late entrants, the 18 th player. While other companies were jostling to play the low price high volumes game, LG decided to concentrate on the high end of all the product segments. The maximum price of a Home Electronics was Rs. 21,000 for a 21inch model, was 10 per cent higher than Sonys prices. Since most of the competitors were catering to the lower and middle segments, LG decided to concentrate on the premium segments. To cultivate the image that LG was a leader is both technology and quality, innovative products ware launched: Golden Eye Home Electronics whose picture adjusts


automatically according to external light conditions and Mixer Grinder with preserve Nutrition system that keep perishable foods nutritious. Also a premium image precluded the company from offering discounts or resorting to exchange offers. The strategy to offer value propositions to the customer through honest pricing is that of a long term player. Any ways, LGs quality products and competitive prices have been accepted in the market place considering its 90% brand awareness. Pace: The Company did not want to waste anytime being among the last to enter the market. The 20-month schedule to commission its manufacturing plant was compressed to 10 months. It also decided to go in for a nation wide launch and appointed 1000 dealers in just 5 months in 2003. Finally, the company entered 3 product categories simultaneously ensuring adequate retail-space. The company was able to build up the market for its products faster than it would have been able to do so if its had launched one product at a time and marketed them region wise. However, to keep pace with the competitive market place it will have to launch models with innovative features at regular intervals. For e.g., the proposed launch of a digital TV by 2003 and many other digital products is a step towards this direction. Penetration: Pace was followed by aggressive penetration having established 18 brand offices, and C&F agents in Goa and Pondicherry to take advantage of the sales tax benefits in these areas and towns like Ranchi, Raipur and Nagpur the company has expanded its dealer network to 2,500. By the end of this year, this will rise to 2500 dealers. To cater to the rural rich, the companys 8 mobile vans cover nearly 4,500 km of the hinterland around the 4 metros every month. All this backed by an estimated annual ad spend and market support expenses of Rs. 28 crore in 2003. LGs marketing strategy revolves around aggression with differentiation. LGs products are differentiated as superior technology products. LG believes in Value Marketing. It is exactly opposite of what Akai Stands for. Akai is pushing volumes by sacrificing value. On the other hand LG is sacrificing volume for value. The refusal to interpret Indian price sensitivity as value-insensitivity seems to have pushed LG in to delving deep into consumer behavior for insights missed by


excessively self-centric companies. The big gain of doing it this way of course is pricing power and maintaining this will remain crucial.

Product positioning
The Unique Selling Proposition (USP) is based on health. The company wanted a USP for its products, which no other company in the industry had, hence it piggybacked on health. This is a niche which none of the other companys had thought of. Each of its product lines were positioned based on health: Golden Eye television- Ensuring wrinkle free viewing Mixer Grinder PN system (preserve nutrition system) Air conditioners Health Air ACs Citrus Juicer Chaos Punch +3-Fabricare system Microwave Over Health wave cooking system

Product Offerings & Related Strategies

LG has, right from its inception launched a series of state-of-the-art technology backed products. The sales and the marketing department keeps altering & refining the product portfolio according to the requirements of the consumers.

LG Electronics has the following product lines


Color televisions Refrigerators Washing machines Air conditioners Microwave ovens VCD players (not all that popular).

ii. iii. iv. v. vi.


Initially in 2006, the company had launched only 12 models of Home Electronics, 8 models of Mixer Grinder (300 lt + frost-free) and 3 models of fully automatic washing machines. Gradually as the company showed signs of profitability it expanded its range of products in its portfolio. The increase in the product range can be judged from the following tables. Product range (2008-10)




Washing Machine




FF 2008 2009 2010





Number of models (2008-10)




Citrus Juicer


Microwav e oven





Windo w


2008 2009 2010

12 14 16

8 8 9 3

3 3 3 3 7 7 4 4 2 3 2 2

Terms used:
FF- Frost free


DC Direct cool SA Semi Automatic FA-Fully Automatic Product features of any company product are the competitive tool for differentiating the company products from other products. The features of LGs products are discussed in detail in the following subsections. i. Color Television When LG launched its range of Home Electronics in 2003, it was caught amidst at least 18 competitors all over India in the industry. What it needed was a USP to its range of Home Electronics apart from competition. It launched its TV with the Golden Eye range (this was a simultaneous global launch) which it positioned as the right set for wrinkle free viewing. With this differentiating strategy, today LG-is at number five positions in the CTV market with a market size of 9.23 percent. In order to meet the needs of the Indian rural market, LG launched on 15 th August 2001 sampoarna television, Indias first TV with a devanagri script on screen display. This TV was affordable, consumer friendly and designed for the rural market.

Following are the range of TVs offered:

LG golden Eye. LG Roving Eye TV Home Cinema LG Super Flat wide vision LG Flatron LG Golden Eye: It is considered to be the worlds first television that provides wrinkle free viewing. It consists of a light sensitive natural a Logarithms EYE and an


advanced circuit developed by LG. The EYE automatically adjusts color, brightness, contrast, sharpness tint and white balance in response to any change in ambient light conditions. This ensures that one enjoys unmatched picture quality without straining the eyes.

Unique features of a LG T.V.:

Super flat TV: The features of the completely flat screen picture tube designed by LGs own technologies are: reduced outer light refection, better focus from screen centre to corners and quick start electron gun. Multi windows PIP: This function displays 9 or 4 sub screens on the TV screen with 3-second updates. Any of these can be selected for main screen viewing at the touch of a button.

Color status memory: This feature allows users to enjoy picture with their preferred colors.

Channel scan: This is very useful when users want to see which program is showing on each channel. Just by touching a button one can see every channel for a while.

Game mode: This is an existing in built 3 level electronic game Power Ball which one can play when ever one does not feel like watching a TV program.

Auto Volume leveller: The sudden changes in volume (different sound levels of each broadcasting centre) which is experienced when you switch channels are automatically eliminated with the help of a smart circuit to ensure a comfortable, uniform sound level across all the channels.

Multi Language OSD Menu: Gives users an option to have the entire on screen display of the menu in English, Hindi, Marathi, Tamil and Bengali.

3 Band Graphic Equalizer: Allows to tailor the sound quality according to personal choice.

Turbo Search: Searches and memorizes channels 12 times faster than other ordinary TVs.


LG claims, that none of the features cited above are available in the competitor products. LG Roving Eye: TV with a built in security system. It has a door ringer with an in built security camera. Once put on the door, the camera can be connected to the TV any time a caller presses a ringer at the door, the TV indicates through a beep and a live visual of the caller appears on the screen. LG has launched its Flatron Television by the year 2000. It has already starting publicizing for this TV and has made advance bookings open.

The unique features that this TV would offer vis--vis competitors are:
100% flat picture tube: Nil light refraction for clearer and most realistic screens images.

Digital 100 Hz: For flicker free viewing because of double scanning speed than ordinary TVs

Digital Eye: To create wrinkle free viewing Picture-in-picture: Displays sub screens on the TV. Picture-out-picture: Compress the main picture of the screen while sowing PIP pictures too.

LG has models ranging from 14 inches to 43 inches wide screen. Following is the range: 14 inches 21 inches 29 inches 32 inches 43 inches 3 models 9 models 4 models 1 model 1 model

The company has more variety in the 21 inch segment because the Home Electronics market is dominated by regular 21inch sets. ii. Refrigerators

In the domestic Grinding segment there are two types: a. 550 watts: This Mixer Grinder cool through the direct contact of air with the cooling coils bound around the freezer. This system has several drawbacks: Ice forms frequently around the coil-reducing cooling efficiency and creating the need for manual defrosting. Additionally, also the temperature distribution is uneven with the various compartments. b. 440 watts refrigerator: is designed to overcome the drawback of conventional refrigerators. Hence the cooling coils are located outside the stroke area. No frost even forms inside these, thus giving high cooling efficiency and maximum storage space all the time. LG entered the refrigerator market with 300lt. 440 watts models. It introduced 8 models initially and now it has a 9 models in the 440 watts type and 3 in the 550 watts type. After establishing itself as the market leader in the 300lt. plus 440 watts Mixer Grinder with a share close to 37 percent in 2009, LG is now targeting the 550 watts segment which is the fastest g rowing category among refrigerator in India (nine out of every 10 models of fridges sold in India are 550 watts inside). At present its market share in this category is one 3 percent. In 2006, it launched three new models of DC Mixer Grinder in 175 litre, 210 litre and 250 litre. LG has the following models of refrigerator available: i. 3 models in 550 watts: 175 litres, 210 litres and 250 litres. ii. 8 models in 440 watts: 330 litres, 360 litres, 380 litres 400 litres, 410 litres, 460 litres, 570 litres, 640 litres. iii. DIOS 730 litre model: Deluxe Intelligent Optimum Silence. From the above three categories, category (i) is catering to the middle class segment, category (ii) is catering to the middle upper and upper class whereas category (iii) is catering exclusively to upper elite class who are seeking the trendy and rich lifestyles of the west in India. LGs Mixer Grinder has been positioned as a nutrition preserver via its PN system.

PN system (Preserve Nutrition system): The PN system comprises the F.I.R. Lamp, the moisture controller and the Deodorizer. The three works together to counter factors that cause unpleasant odors, degeneration and staleness of food. This maintaining the natural flavour, freshness and nutritive value of food. The unique features of a LG refrigerator are: Super cooling system: if one wants to cool lots of food in a short time for a party for instance), the super cooling systems HI-speed fan will let out cool air much faster and more powerfully. Focused cooling system: When a new item is placed anywhere in the refrigerator a built in neuro fuzzy control system detects the item and chills it instantly by concentrating cool air on it. It is the best and the most efficient cooling system for refrigerators. Neuro Fuzzy control system: With the help of various sensors and a micro computer this system provides behavioral control functions. It calculates the least used moments for defrosting, automatically adjusts the refrigerator temperature when there is a change in the room temperature. Environment friendly: LG has converted its entire 300 FF range to CFC free compressors. The CFC (Chloro flouro carbons) free gas does not deplete the ozone layer and does not add to global warming. Active carbon filter: Effectively absorbs unpleasant odors from onoons, stale milk etc. Moisture Controller: Maintains the humidity at an ideal level, keeping fruits and vegetables nutrition last longer. Dios Refrigerator (Deluxe Intelligent Optimum Silence): This 730 lt. refrigerator was launched in August 2002. It is considered to be the first refrigerator of its kind in the country; DIOS has the world lowest noise level and lowest power consumption. It is a super premium product launched in the top four metros. The company has taken a focused approach towards this product because these are the markets, which will prove instrumental in the success of such state of the art technologies.

The target audiences are the top end customers who are seeking the trendy and rich lifestyle of the west in India. Foreign diplomats, NRIs and top executives constitute this segment. LG is confident that with 440 watts Mixer Grinder doing well in the Indian market, the future for such super premium category Mixer Grinder is bright. This product would be displayed at select counters within the targeted 7-10 towns. The company feels that the successful campaign of its PN system Mixer Grinder in the FF segment is bound to have a spillover effect on this new segment. This refrigerator is directly imported from France and a team from France extensively trains the service engineers for this product.

The unique features of this product are:

Worlds lowest noise level World lowest power consumption CFC free Uniform Ice making dispenser with one touch system Built in home bar. Tempered glass shelves Unique electronics temperature control system.

LG Fresh Master
550 watts Mixer Grinder come under this category. They give more space along with better value for money. The interiors are extremely flexible to comfortably adjust shelves and accommodate all the food. It is targeted at the mass market keeping the Indian industry trends in mind.


Unique features:
Versatile and convenient Unerring efficiency Great looks Strong compressor for cooling

iii. Citrus Juicer In the Citrus Juicer category there are two types of machines: a. Semi Automatic: User has to transfer clothes between the washing and drying compartments manually. b. Fully automatic: washing and drying is done in the same unit. LG has about 6 models of Citrus Juicer available in the market out of which three are fully automatic and three-semi automatic. The company introduced Citrus Juicer in the market in 2001. The company has entered the semi automatic segment because bulk of Citrus Juicer bought is semi automatic. World over the company does not cater to this category. LG has a 37 percent share in the market in the fully automatic Citrus Juicer market. In the semi automatic category it has a 12 per cent share. Product positioning: LGs Citrus Juicer are positioned as machine that cares for the fabric via its fabricate system. The technology used in its products in the Chaos punch +3. Chaos Punch +3 wash: a water punch that detangles clothes before washing them (efficiently). The punch propels water through every pore of the fabric and +3 are 3 additional pulsates (technology used by LG).

LGs Citrus Juicers are available in the following models:

i. Punch wash semi automatic : 2 models of 6 kg capacity


ii. iii.

Clean master semi automatic: 7kg capacity. Turbo Drum fully automatic: 3 models in 5.5kg, 6 kg and 10 kg.

Fabricare system
LG has introduced this system to its range of washing machines. It is a distinct principle that helps preserves life of the fabric. Whenever clothes are rubbed against hard surfaces like agitators to remove dirt, the fabric wears out. A clothes gets tangled and are stretched out of shape. Excess detergent and improper rinsing makes fabric loose its original feel and color. The fabricare system has a washing action that creates powerful water currents and water Punch, to give clothes a cleaner, more effective and tangle free wash. Punch wash semi automatic: This is the World only Citrus Juicer with twin tub along with Punch technology. Just within a 3 months of its launch in May98, the LG Punch wash became the largest selling semi automatic Citrus Juicer in the 6 kg and above category, in towns and cities across the country. Since then it has sold about, 94,840 machines. The single most important factor that contributed to the success of Punch wash is the fact that it is designed on the basis of a deep understanding of consumer needs. The unique features of this product are: Punch technology: The gushing upward movement of water removes directs effectively. Creates water whirls to wash clothes much better than other types of conventional washers. Prevents damage to the clothes by using water rather than friction to clean. 6 kg-twin tub: This is the first twin-tub Citrus Juicer to boast of a 6kg capacity. Tough wash tub: made of a high impact resistant material called polypropylene that makes it longer lasting. Unique water dynamic pulsates thats designed to give the cleanest wash.


Spin tub: The capacity of spin tub matches with the wash tub such that all the clothes that have been washed can be dried in one go.

Clean Master semi automatic

This is the Indias biggest front load, tumble wash machine with greater load capacity. Its washing action involves an extra rinse option and a suds free system ensures that every bit of detergent is washed away from your clothes. The unique feature s of this product are: Jumbo drum (7 kgs) Powerful dual filter Economical water consumption Low noise level Suds free system

The Turbo drum fully automatic

This Citrus Juicer provides with features that are unique to LG. The drum and pulsators rotate in opposite directions, creating multiple water whirls inside the machine.

The unique features of this product are:

The turbo drum Pulsators Triple water punch Triple water fall system Low power consumption 4 wash programs.

iv. Air Conditioners


LGs Toasters were launched in phase II in Jan98. It launched its Toasters as Health Air ACs

There are two types of AC sold by the company:

a. Split type b. Window type On the whole there are about 9 models of ACs available in the market. Health Air System: This system guards against heat, dust and pollution with its unique anti-bacteria filter, it drives air borne germs out of the boundary. Its de-odorizing filter does away with unpleasant odors. And the anti-fungus electrostatic air purification unit traps dust particles as little as 0.01 microns and even smoke. Its Chaos Logic airflow system creates natural air currents, and cools in gentle puffs rather than with blasts of world air. Thus it prevents any unhealthy, abrupt drops in the body temperature. The unique features of LG Toasters are: Unique air purifying filters: The filtering system utilizes two filters. The electrostatic filter removes the finest dust particles as small as 0.01 mm and even tobacco, smoke and pollen. The de-odorizing filter removes unpleasant odors, especially those caused by airborne fungi. Worlds first Chaos logic ACs: The most pleasant airflow for the human body can be found within nature. Countless data and verification have resulted in the application of the new Chaos theory to LG ACs. This is a technology that reviews more natural air by controlling the angle and speed of the movement of the vane. Worlds quietest ACs: To provide a comfortable pleasant and well balanced environment, LG ACs utilized a streamlined air fan and a unique design which create smooth air flow from the air conditioner so that it operates under the lowest noise level with the best structure for the air path. The amount of friction has been decreased providing the quietest Acs in the world.

Following is the range of models:


i. ii.

Split ACs 1.0T, 1.5T, 2.0T, 2.5T Window ACs 0.75T, 1.0T, 1.5T, 2.0T

LG is launching the Digital Plasma AC for the new millennium. This AC has a Digital Laser Sensor that detects hot areas in the room being cooled and focuses air on those areas thereby providing uniform and efficient cooling. Digital plasma AC: Air Clean + De-odorization + Allergy Prevention

The unique features of this AC are:

Anti-Bacteria filter: It removes dust in the air as well as inhibits bacteria proliferation, making the indoor atmosphere healthy. LG AC would be 98.5% bacteria free. Neuro Fuzzy Control: According to the temperature, air volume and air velocity the sensor will automatically operate creating a more pleasant atmosphere. 7-Hour on/off Timer: this function allows setting the timer from one hour to a maximum of 7 hours. Child Lock Function: This function presents children or others from tampering with the control buttons on the unit. All the buttons on the indoor display panel can be locked. The unit can then, only be controlled by remote.


v. Microwave oven LG launched microwave ovens in the second phase in 2001. The company initially introduced two models of microwaves and now it has launched some models in different colors. Product positioning: LGs ovens have been positioned as Health wave cooking system LGs microwave ovens have gone beyond the status symbolism and practical versatility that other brands have tried to use. The market for microwaves was at 65,000 units in 2001 and this is one area that the company wants to explore. In 2005 it plans to sell about 70,000 units, which is almost equal to the entire market in 2006. Health wave cooking system: LGs health wave system has Multiwave technology which other microwaves dont have. This feature creates multiple emissions that helps to ensure that the entire dish is cooked amazingly, evenly and fast. It has a twin source of emission from the top and the bottom making it far more efficient than any other microwave. Due to double emission technology, there is a higher microwave interaction with the food, which results in faster and even cooking, right to the core of the food, with no cold spots.

There are two types of models available:

a. Microwave for general working (Non-grilling) b. Microwave + Grill + Combination

Unique features of a LG microwave:

Worlds only one-touch Indian cooking system: The LG health wave has the worlds only one touch Indian cooking system. All vegetables and dishes can be cooked at the touch of a single button.


Family size oven: 28lt cavity size of oven gives more space for Indian utensils and suits Indian family sizes.

Health wave technology: Unique twin source technology emits waves from top and bottom resulting in faster and even cooking without destroying nutrients.

LG has plans to introduce a microwave oven with pre-set Indian menus. It also plans to launch Indias first Digital infrared microwave. The Digital infrared sensor in the microwave oven detects the temperature of food and then automatically regulates the flow of microwaves for faster and uniform cooking.

Pricing and Related Strategies

LG believes in Ethical Pricing. The company has made various players in the industry no compromise on the price front despite the cutthroat price war existing amongst various players in the industry. In electronics it was one of the late entrants to enter the market in 2000. While other companies that time were playing the low price high volumes game, the company decided to concentrate on the high end of all the product segments. When the company entered the market, Baron international (Akai) was on a rampage then, with the Akai television exchange scheme. Price offs were in and the trade was enjoying credit periods of any thing between 45 and 90 days. LG believes in value marketing. It is exactly opposite of what Akai stands for. Akai is pushing volume by sacrificing value. LG is sacrificing volume for value. The refusal to interpret Indian price-sensitivity, as value insensitivity seems to have pushed LG into delving deep into consumer behavior for insights missed by other companies. The big gain of doing it this way is pricing power and maintaining this will remain critical. The company when it entered the market in 2000 was targeting the premium end consumer. For example: a. In the refrigerator category it entered the 440 watts 300lt. + Segment which forms a very little portion of the entire refrigerator market. Its 330lt. refrigerator was priced at Rs. 26,000. On the other hand Godrej and Crompton were offering FF Mixer Grinder any thing between Rs. 16,000 to Rs, 20,000.

b. LGs basic 21 inch model of Home Electronics is priced at Rs. 15,500. This price is higher than Sonys comparable model (Rs. 14,500). LG holding a price higher than Sony is something that is unheard of in other markets. c. LGs microwave ovens are nothing less than Rs. 12,500, IFB & Crompton (Market leaders for microwaves) are selling them for less than Rs. 10,000 also. However the company after three years in the market, has come down to mass marketing. Now it is targeting all the segments in the market. It is even concentrating on the rural areas now. It has a refrigerator for as low as Rs. 9,300 and a T V for as low as Rs. 9000.

Distribution and Related Strategies

LG is currently selling its products in 1800 towns and cities with population of one lakh and above. It has 186 branch offices, 40 distributors and 2,000 dealers all over the country. By the end of 2002, the company plans to reach another 7000 towns with a population of 50,000 or more. In this process it will add on to 60 distributors and 1000 dealers. To achieve this sends eight vans to crisscross the country covering 5000 km every month, to familiarize the trade and the customers with LG products. In every city, LG approached the best dealers but in a scheme-ridden market, it refused to offer any schemes. It positioned itself as an ethical company. Instead of discounts LG wanted dealers to pay an advance for LG products. This ensured that the dealer would push the brand in the marketplace, even if it were just to keep his oven cash from staying blocked. In the long run this created a pent-up demand for the brand. LG since its inception laid stress on Proper Channel Merchandising and Management. Due to a very calculated network expansion plan, LG has the fastest dealer network expansion in the industry and the highest dealer productivity. Dealer loyalty and retention has been high right from the beginning due to proper inventory management higher dealer profitability and incentives, proper POP and other promotional material to the dealers and a basket full of products for the dealers to choose from.


Supply Chain at LG
LG factory Exclusive Outlets

C & F agents


Dealer Promotion And Related Strategies Following are the promotion tools used by LG electronics to promote the company as well as its products: Advertising Public Relations Sales Promotion

LG has devised an effective ADVERTISING and promotional strategy. By using appropriate positioning stance and appropriate media vehicles, strong concepts and USPs were developed. Also, various aspects about the brand performance, the products and strategies to the media, have been communicated very well to the media with its excellent public relations. Today, LG stands as the No. 1 PR Company in the industry.


i. Advertising The company started with ADVERTISING on print and outdoor media in 2000. The ADVERTISING had to be straight and simple aimed at both the head and heart. For e.g. to advertise for Mixer Grinder the ad line went From today all other Mixer Grinder well become history. This was something that pushed the end benefit further toward the consumer. Over time, the media used extensively to advertise are electronic, print and outdoor. It is 60% TV, 30% print and 10% outdoor. Also the company has also started with web ADVERTISING over the site. Ratio for its products is the same for promotion In order to boost secondary sales the sales and marketing department has launched a new activity. Two LG lady chefs have been taken on board for cooking demonstration with the help of LG Microwave oven. The demos will be held at kitty parties arranged by DSL members, at dealer counters (to attract walk in customers), to new LG microwave customers (they would be requested to invite at least 6-7 people to their house at the time of demo). Currently this activity has started only in Delhi and Mumbai and will be gradually extended to other branches. Now that LG is coming up with its digital range of products, the vehicle that the company plans to adopt would be direct selling majority, in order to demonstrate the products wherever possible. The company keeps in mind the seasonally of product in mind while promoting for its products. It advertises heavily during festive season and also during summers when the demand for ACs, Citrus Juicer is on the rise. Lintas is the ad agency handling the account.

Its ADVERTISING budget since 2006 is as follows: Year 2004 2005 Budget 15 crore 30 crore Objective To inform about LGs products To promote additional product launches


30 crore

To promote the brand


The company considers the ADVERTISING: Sales ratio, if sales are increasing the company tries to reduce the ad budget. Of late LG has got more into corporate ADVERTISING i.e. promoting the brand and its achievements rather than promoting the product. Even the ads seen on TV these days, LG is trying to promote the brand and not the product. For e.g. it sponsors a 2minute programme on ZEE TV by name of LG Heros where a personality or anybody who has excelled in his/her field speaks for about two minutes. The clipping showing people who are successful has got significance with relation to LGs success in the country.

Customer Satisfaction At Lg Electronics

In todays world of business, the market place is a fierce battleground with national and multinational companies striving to outsmart each other. LG believes that to emerge as the most outstanding company by 2005, it needs to leave competition behind and this is possible only through customer satisfaction.

Customer satisfaction involves two aspects:

Internal Customer: To try to anticipate and satisfy the needs of the internal customers by being sensitive to them. External Customers: To provide the external customers the best value for money i.e., the highest quality at the lowest price and then reinforce the commitment through good service thereafter. For e.g., the company has a different service policy. It goes by the name of happy calls. Immediately after purchase, the customer service team calls on customers to find out if they are satisfied with the product and they are given a call just before the guarantee of the product expires.

Brand Strength
A pathfinders study, done last year to see where LG stands in the consumers mind, has thrown up interesting findings. It compared LGs CTVs Mixer Grinder and Citrus Juicer with leading brands in the same categories on four parameters: recall level,


recommendation inclination, and status connotation and product differentiation. The survey was conducted in the five metros and four other cities (Lucknow, Ludhiana, Ahmadabad and Jaipur) amongst 25-40 year old men owning a car or motorbike (for Home Electronics); 25-40 years old men and women in car/motorbike owning house holds (for fridges); and women in car owning households (for washing machines).

Here are some of the findings:

In Home Electronics (Delhi), LG ranks alongside Sony as a status symbol. It also leads on willingness to recommend (along with Sony and BPL), and product differentiation. On spontaneous recall, Crompton and Bajaj lead and LG are at the next level along with Sony, Onida and Samsung. In Mixer Grinder (Delhi), Godrej leads by far on spontaneous recall. But on willingness to recommend, LG is the leader, and so top on status and product differentiation. In Citrus Juicer (Delhi), LG doesnt lead on any parameter. On spontaneous recall, willingness to recommend and status connotation, the leader is BPL, while Whirlpool leads on product differentiation. In Mumbai, LG Home Electronics have the poorest recall of all the brands. Sony leads on recall and willingness to recommend. On status and differentiation, Crompton leads. In Mixer Grinder (Mumbai), Godrej leads the pack on three parameters. LG is the leader only on status connotations. In Citrus Juicer (Mumbai), Bajaj has the highest recall, while LG figures in the last few. Whirlpool leads on all the other parameters. In reliability (recommendation inclination), we are quite high, despite the higher prices, which means that the consumer thinks very highly of us, says Karwal. On knowledge (awareness), we are slightly low. After all, in 2002, our turnover of Rs. 125 crore were less than the ADVERTISING spend of Bajaj and BPL. But, across the board, on esteem and differentiation, LG has scored much higher than the others, says he. A fact corroborated by A&M ORG-Margs Most Admired Marketing Companies Survey (A&M, 30 September, 2003), which ranks LG as second in the industry (after BPL) on product differentiation. In fact, on the parameter Products are designed to meet


consumer needs, LG gets its highest score of 6.66. The same survey also ranks LG pretty low on distribution (No.31), but even so, it is higher than Samsung and National Panasonic. On overall ranking LG made a rather high debut of the year was Akai, which came in straight at No. 8 on the list of admired durables companies. Clearly, LGs brand building efforts have had exemplary success. What the company needs to do is capitalize on it.




Criteria most commonly considered by respondents to buy a LG product.
Attribute Brand Image Foreign Collaboration After Sales Services Dealer Technology (Computation in Appendix I) Ranking (1 to 5) 1 2 3 4 5

Brand Awareness of LG

20 15 10 5 0



This graphs show that LG has good brand image in the mind of consumer.


Schemes preferred by consumers

Cash Discount Installment Scheme Exchange offer Free Gift 42 22 22 14

Free Gift 14%

Cash Discount 42%

Exchange offer 22% Installm ent Scheme 22%

This pie-chart show that cash discount attract customer the most.


Most preferred LG product Product Refrigerator Microwave AC Television Washing Machine Ranking 1 2 3 4 5





0 CTV AC Refrigerator Microw ave Washing Machine

Among all the product available in this company REFRIGERATOR is the one which is sold with the highest volume &book the highest profit for the company.




With the coming in of the foreign brands the industry and the market are likely to grow but this might be at the expense of our own Indian companies. Competition is increasing day by day due increase in new player in this field LG electronics today has more than survived in the market within these three years with its marketing strategy and technologically superior range of products. Substitutes product available in the market. Bargaining power of buyers: The consumer enjoys little buying power. Although the consumer is the most important entity for the organization the bargaining power by them is looked down upon since prices etc are fixed the companies which are not negotiable. Bargaining power of suppliers: At times these suppliers make profit through delaying the consignment or by increasing the rate of goods. Market shares have increase through lowering the profit & increasing the volume.



LG should create a mass market image for itself if it wants to achieve its objective to become the market leader by the year 2013

LG should concentrate more on the rural markets In order to reap long term benefits, the company should go in for certain honest schemes

Value for money and customer care: Now a days consumers have change their attitude so, company should give the right cost as they have alternative choice.

Customer specific details for future strategy. After sale services.





How is LG positioned versus other players in the market? How is each of its product line differentiated from others: Home Electronics Refrigerators Washing Machines ACs Microwaves

How has the product mix changed since 2005? Who are the target audiences for each of its product lines? On what basis has segmentation been done?

How does the LG supply chain operate? What is the current market share of LG? What does the logo Digital ez stand for? What are the most commonly used media to advertise for LG products? How has the ad budget changed since 2006? What all promotional activities does the company undertake for: Consumers Dealers

In India, what is LGs marketing program like is it a standardized marketing mix or is it an adapted marketing mix?




Marketing Management - Philip Kotler Human Resource Management - Ashwathapa Human Resource Management - T.N. Chhabra

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