CHAPTER 1

INTRODUCTION
Apart from conventional storing services, warehouses in India now provide value-added services
like consolidation and breaking up of cargo, packaging, labelling, bar coding, reverse logistics,
etc.
The growth in warehousing in India is primarily being driven by the following factors:

Growing manufacturing activity

Rising domestic consumption,

Increasing international trade

Emergence of organised retail in the country

Increasing private and foreign investments in infrastructure

Easing of government regulations

Introduction
The existing provider landscape is largely compromised and hence unable to create the desired
integrated scaled proposition due to several factors, as listed:

Lack of alignment of capacity with cargo flows

Lack/Absence of the appropriate scale and quality of warehousing infrastructure and

services required to enable value-based pricing

Low capital and operating efficiencies (i.e., lower utilization and poor throughput/unit
space)

Limited capacity (and ability) for handling multi-modal interfaces

Limited value addition specific to the user industry, which stems from a weak
understanding of the users supply chain

Inappropriate level of automation

Inappropriate measurement of total logistics costs by end users, creating an illusion that
value can only be driven by cutting piecemeal logistics (warehousing, transport,
handling) costs

Indias warehousing industry

The size of the Indian warehousing industry (across commodities and modes) is pegged at about
INR560 billion (excluding inventory carrying costs, which amount to another ~INR4,340
billion). The industry is growing at over 10% annually.
Warehousing forms a crucial link in the overall logistics value chain. It accounts for ~5% of the
Indian logistics market (excluding inventory carrying costs, which amount to another ~30%).
Multiple business models exist within the warehousing industry. The key segments can be
represented as:

Industrial/Retail warehousing: accounts for ~55% of the total market

CFS/ICD: ~14% share

Agri warehousing: 15% share

Cold stores: ~16% share

Current warehouse industry size with sub segments in FY15

1. Industry/retail warehousing
Industrial/Retail warehousing has a market size of ~INR310 billion in FY15 and it
has been growing at a CAGR of 10%12% over the last few years. Demand for
industrial warehousing space is estimated to have grown from around 420 million sq.
ft. in FY11 to 475 million sq. ft. in FY15, at a CAGR of 6%.
Significant growth drivers:
o Growth in GDP and changing demographics
o Demand for high-end services and infrastructure
o Growing external trade
o Rising share of organized retail
o GST implementation
Key players:
DHL, Safexpress, Continental Warehousing, Indo Arya, MJ Logistics, Allcargo,
Nippon Express, etc. are the major players in industrial warehousing.
2. Liquid storage

The terms liquid storage mainly refers to the storage of liquid bulk such as crude,
petroleum products, chemical and edible oil. Liquid bulk cargo handled at ports has
been growing at a CAGR of 5%6% between FY14 and FY15.
Demand for liquid storage space is increasing in India amid increasing traffic and
limited existing capacities. Currently, the utilization of commercial tank farms in
India is between 75% and 80% in FY15.
Significant growth drivers:
o Increased edible oil consumption
o Shifting consumer preferences
o Improved operational efficiencies
o High utilization levels for tank farms
o Development of private airports
Key players:
Major players in the commercial segment include IMC Ltd., Vopak India, Kesar
Terminal, Ganesh Benzoplast, Indian Oil Tanking, Aegis Logistics, Sealord
3. Agri-warehousing
Agri warehousing accounts for ~15% of the warehousing market in India, or
~INR8085 billion, in FY15. It has been growing at a 10%12% rate over the last 3
years. Agri warehousing capacity in India is 110120 million metric ton (MT), and it
has been growing at a CAGR of 8%10% over the last 5 years.
Significant growth drivers:
o Growing annual agriculture production
o Increased private sector intervention
o Improved agri warehousing infrastructure
o Standardized warehousing operations as per the Warehousing (Development
& Regulation) Act

o Subsidy schemes
o Tax incentives
Key players:
Key public sector players include Food Corporation of India (FCI), Central
Warehousing Corporation (CWC) and 17 State Warehousing Corporations (SWCs).
The remaining 30% of the capacity is primarily held by unorganized small godown
players.
A few large national-level players have emerged in this field over the last decade
owing to the available capital subsidy. These include National Bulk Handling
Corporation Ltd., National Collateral Management Services Ltd., Adani Agri
Logistics, Star Agriwarehousing & Collateral Mangement Ltd., Shree Shubham
Logistics Ltd., Ruchi Infrastructure Ltd., Guru Warehousing Corporation, Paras
Warehousing and LTC Commercial.
4. Cold stores
Cold stores account for ~16% of the total warehousing industry and it estimated to
worth a ~INR90 billion industry. The cold storage industry is expected to grow at
~15% per annum on a sustained basis over the next 5 years, with the organized
market growing at a faster pace of ~20%.
Significant growth drivers:
o Increase in organized retail
o Growing GDP
o Increasing population
o Improving per capita consumption
o Healthy growth of niche categories such as chemicals, pharmaceuticals, etc.
o Government incentives
Key players:

Snowman, Gati Kausar, Cold Star, ColdEx, Kelvin cold chain, RadhaKrishna
Foodland, MJ Logistics, Dev Bhumi Cold Chain, Fresh and Healthy Enterprise, etc.,
are the major organized players in the industry.
The growth of organized industry sectors such as retail, automotive, manufacturing,
pharma and agriculture in India is expected to give rise to more integrated supply
chains.
5. Container handling and storage
CFS/ICD accounts for ~14% of total warehousing market in India and is estimated at
around ~Rs.75-80 bn in FY15 in India and has grown with a CAGR of 10-15% over
last 3 years.
Significant growth drivers:
o Growth in containerized cargo
o Opening up of container rail transport
o Government incentives
Key players:
The government run Container Corporation of India (CONCOR) continues to be the
largest player operating 48 terminals which handle EXIM cargo, while 14 others
handle domestic traffic only.

Major Players
1. Food Corporation Of india

The Food Corporation of India was setup under the Food Corporation's Act 1964 , in order to
fulfill following objectives of the Food Policy:

Effective price support operations for safeguarding the interests of the farmers.

Distribution of foodgrains throughout the country for public distribution system.

Maintaining satisfactory level of operational and buffer stocks of foodgrains to ensure

National Food Security

Since its inception, FCI has played a significant role in India's success in transforming the crisis
management oriented food security into a stable security system.

2. DRS Warehousing Pvt. Ltd

DRS Warehousing South Pvt. Ltd., a single window for all your logistics needs. With our vast
network throughout India, we provide our customers Warehousing Storage Services, etc.
With a team comprising of dynamic professionals from the industry and years of experience,
DRS Warehousing South Pvt. Ltd. has set its own platform in developing Multimodal Transport
Operations, warehousing, relocation services, logistics services etc. and has carved a niche for
itself as the market leader.
Our skills and expertise cover a wide range of transportation services and other custom clearing
activities and initiatives.DRS Warehousing South Pvt. Ltd. is committed to help organizations for
consistent growth of their international trade.

DRS Warehousing understands that clients have specific needs as regards their storage and
warehousing. At DRS Warehousing South Pvt. Ltd. , we therefore spend considerable time
discussing with our clients individually to understand their specific requirements and developing
customized solutions .

3. Shalimar Warehousing Corporation

Shalimar Warehousing Corporation is an eminent & trusted Warehousing, C & F agents,

Consignment agents services providers. We have delivered customer satisfaction to a wide range
of Corporates & Govt. Navratna Companies as our valued clients. Our Warehouses have high
standards of aesthetics, security, maintenance and space utilisation. We are equipped with state of
the art Material Handling Equipments, well trained and experienced Staff, etc. We are operating
with state of the art ERP solution like SAP, which ensures proper communication and
documentation on day to day basis. Shalimar Warehousing is an ISO 9001:2008 certified
company.

4. Redington India
Redington, commencing its Indian operations in 1993, is today positioned as the largest Supply
Chain Solution Provider in emerging markets. As a group, Redington is present in India, Middle
East,Africa, Turkey, Srilanka, Bangladesh and CIS countries.
Redington provides end-to-end supply chain solutions for all categories of Information
Technology products (PCs, PC building blocks, networking, software and enterprise solution
products) and Consumer and Lifestyle products (Telecom, Digital Lifestyle products,
Entertainment products and Digital Printing Machines) to over 100 international brands and
relationship with major brands have been for years.

With its corporate office in Chennai, it has 42 Sales locations across India. In addition, through
its subsidiaries both in India and overseas, Redington has 87 Sales offices, 114 warehouses and
96 own service centers and 264 partner centers. A team comprising of over 1400 highly skilled
and committed professionals helps the Company deliver its products and services to every corner
of the country. The team is supported by robust IT & Communication infrastructure connecting
all the locations of the company and a state of the art ERP and e-commerce back bone.
Redington has built its business on very strong ethical and commercial fundamentals which has
not only helped it to consistently exceed the industry growth rate, but has also enabled to firmly
establish it as the "partner of choice" with most of its vendors and business partners. A
compounded annual growth rate of 52% over the past 23 years has enabled Redington generate a
revenue of over Rs. 35,476.33 crores during fiscal 2015 16, underlining the very strong
foundation and prudent pr:actices on which the company's business practices have been built.

CHAPTER 2
NAME OF THE COMPANY
Introduction
Company overview
Sector- Govt. sector
Chairman- Sh. Harvinder Kalyan
MANAGING DIRECTOR- Ms Sukriti Likhi
HAFED website- www.HAFED.gov.in
Deals with- live stock nutrition & consumer products

Major activities of HAFED

Supply of agricultural inputs fertilizers, pesticides, certified seeds etc.

Procurement / purchase of food grains e.g. wheat, barley, gram, processing of paddy, oil
seeds etc...

HAFED is a state level apex organization in the cooperative sector in Haryana, it came into
existence on 1st Nov 1996 with formation of Haryana as a separate state, with an annual
turnover of more than 8000 crores engaged in other activities, in manufacturing & marketing
of famous products known for their excellent quality & purity namely HAFED basmati rice,
non basmati rice & their variants, HAFED kachchi ghani mustard oil (Agmark Grade-1),
refined soya bean oil, refined cottonseed oil, HAFED desi wheat & its Atta, HAFED sugar,
HAFED turmeric powder etc. plan to broad base & strength its distribution & marketing
network by appointing distributors in the state.
Apart from sale of consumer products, HAFED has also been in the business of manufacturing &
supplying the quality cattle feed products to its customers well tested high quality
pesticides/insecticides both in powder & solution form to the farmers through its large chain
distributors.
VISION OF THE COMPANY
To continually enrich its leadership position as an agri-business cooperative of Haryana.
MISSION OF THE COMPANY
To serve the economic interest of farmers of Haryana by providing viable & efficient support in
agriculture production, marketing & Agri processing.

Organizational Structure

S.

Name

Contact Details

Sh. Harvinder

Kalyan Farm GT Road

Kalyan, MLA

Madhuban, District

Email

No.
1.

Chairman, HAFED

Karnal, Haryana- 132037

Mobile:
09215552666,
09416000666

2.

Smt. Rajni Sekhri

Haryana Civil

Sibal, IAS,

Secretariat, Room No.

Additional Chief
Secretary
to Government

acscooperation@gmail.com

36, 7th Floor, Sector-1,

Chandigarh.
Ph. 0172-2743707(O).

Haryana,
Cooperation
Department,
Chandigarh

3.

Shri. Ashok
Sangwan, IAS,
Registrar
Cooperative
Societies, Haryana,
Panchkula
(Director & Govt.,

Sahkarita Bhawan,
Sector-2, Panchkula
Ph. 0172-2583438,

rcsharyanaa@gmail.com

Nominee )

4.

Sh. Sanjay Joon,

Ph. 0172-2701366

dir.foodhry@gmail.com

Ph. 0172-2570662

agriharyana2009@gmail.com

Ph. 0172-2702355,

ifcc@hry.nic.in

IAS,
Director General,
Food & Supplies,
Haryana,
Chandigarh

5.

Shri. Bhupinder
Singh, HCS,
Director General,
Agriculture, Haryana
Panchkula

6.

Smt. Kiran Lekha

Walia,
Finance Advisor,
Finance Deptt.,
Haryana,
Chandigarh
(Special Invitee)

M-09814141110

7.

Ms Sukriti Likhi,

HAFED Corporate

IAS,

Office,

Managing Director,

Sector-5, Panchkula.

HAFED, Panchkula

Ph. 0172-2590518,

hfdmd@hry.nic.in

Ph. 0172-2590709,

8.

Capt. Chhattar
Singh

House No.907-P,

cs907@in.com

Sector-3, Rohtak.
M-09315102331,
Ph. 01262-292904 (R)

9.

Sh. Jagjit Singh

Paintawas House, Loharu

Sangwan

Road, Charkhi Dadri

jagjitsinghsangwan@yahoo.com

(Bhiwani)
M-09315698086,
Ph. 01250-220072 (R)

10.

Shri. Karam Raj

Vill. & P.O. Kherla, Teh.

Khatana,

Sohna,

Director, HAFED

Distt. Gurgaon-122102.

hfddirkhatana@gmail.com

M-09996549874
M-09810346390,
11.

Shri. Narender

Vill. & P.O. Lohari

Kumar Bhayana,

RaghoTeh. Narnaund,

bhayananerender@gmail.com

Director, HAFED

Distt. Hissar
C/O H.No.595/20, Roop
Nagar Colony Near
Sainik Public
School, Hansi, Distt.
Hisar.
M-09996549875
M-09416043980,
Ph. 01663-257400 (R)

12.

Shri. Ram Chander,

Director, HAFED

Vill. & P.O. Jadoula,

mehlaramchander@gmail.com

Teh. Dhand,
Distt. Kaithal
C/O M/s Ram Chander
Sushil Kumar, Shop
No.7, New Grain Mandi,
Dhand.
M-09996549876
M-09467014914,
M-09896432367,
Ph. 01746-250055 (R)

13.

Shri. Daya Nand,

VPO Dumarkha Kalan,

Director, HAFED

Teh. Narwana,

hfddirdaya@gmail.com

Distt. Jind.
M-09996549878
M-09466987712,
14.

Smt. Saroj Devi,

VPO Kanhari Kalan,

Director, HAFED

Teh. Musthfabad,

hfddirsarojdevi@gmail.com

Distt. Yamuna Nagar.

M-09996549877
M-8813000031,
15.

Sh. Raj Kumar

Goyal,
Functional Director,
HAFED, H.No. 469,
Ward No. 9, Gali
Khari Kui Babra
Mohalla, Rohtak

Products
Kacchi Ghani Musterd Oil:

M-09315431338

hfddirrajkgoyal@gmail.com

Packings
500ml, 1 Lt. Bottle, 1 lt. Pouch, 5 lt. Tin, 5 lt. Poly Jar, 15 lt. Tin, 15 kg. Tin,

15

kg Jar
HAFED brings to you hygienically packed 100% natural pure mustard oil prepared
through traditional process of crusing of selected quality of mustared seed at low
temperature with "Kohlus", Prepared to impart special flavour to variety of foods, it
takes care of uour health too.
HAFED quarantees quality of this product and your satisfaction.

Superior long grain Aromatic Basmati Rice

Packings
This Product is available in the following packing:5 KG, 10 KG, 25 KG
These are Superior long grain Aromatic Basmati Rice of approximately 1/2 of the
size of full grain Rice with minimum length of 3.5 mm.

Super Basmati Tibar Rice

Packings
This Product is available in the following packings :5 KG
These are Superior long grain Aromatic Basmati Rice of approximately 3/4 of the size of full
grain Rice with minimum length of 5.0 mm.

Special Pusa Basmati Rice

Packings
This Product is available in the following packings :1 KG, 5 KG, 10 KG
These are Superior long grain Aromatic Basmati Rice of approximately 3/4 of the size of full
grain Rice with minimum length of 5.0 mm.

Premium Gold Basmati Rice

Packings
This Product is available in the following packing:1KG, 2KG, 5KG, 10KG, 15KG
HAFED brings you the finest long grain Aromatic Basmati Rice from world famous
Taraori Basmati growing region of Haryana, India. Agro-climatic conditions of
Taraori are particularly suited to impart unique characteristics, distinct aroma,
traditional flavour and extra length to the Basmati Rice.
HAFED with over 40 years of experience, takes special care to preserve all natural
characteristics of Basmati Rice while processing the carefully selected produce in its
Mills located at Taraori itself. Keeping up with the legacy of bringing finest rice to
our consumers HAFED offers specially selected aroma rice marvel to you.
For your health and safety HAFED rice undergoes rigourous quality checks before
packing in Nitrogen Flushed Poly Packs.

Refined Cottonseed Oil

Packings
1 lt. Pouch, 5 lt. Jar, 15 lt. Tin, 15 kg tin
HAFED Refined Cotton Seed Oil is a healthy cooking medium rich in Poly Un-Saturated
Fatty Acids. It is also economical in use due to less absorption in food due to its typical Fatty
Acids consumption it partially solidifies during storage at temperature below 60 degree F.

Refined Soya bin Oil

Packings
1 lt.pouch, 5 ltr Jar, 15 ltr Tin, 15 kg Tin

Refined Soyabean Oil is obtained from the seeds of the legume Soyamax. The Oil is light
yellow in color. It is used as salad and cooking oil .

Prmium Golt Biryani Basmati Rice

Packings
This Product is available in the following packings :5 KG, 25 KG

Supreme Long Grain Dubar

Packings
This Product is available in the following packings :10 KG

Premium Gold Basmati Rice

Packings
This Product is available in the following packings :5 KG, 10 KG, 15 KG, 25 KG

HAFED Animal Feed

S.No.

Products

Packing

Cattle Feed Pallet

40 Kg. & 50 Kg.

Superior Cattle Mash

40 Kg.

3.

Superior Pusa Mash

40 Kg.

POULTRY
1

Layer Mash

50 Kg.

Broiler Starter

50 Kg.

Broiler Finisher

50 Kg.

Sheep feed

50 Kg.

Sr.No.

NAME OF PRODUCT

PACKING (KG)

Cattle Feed Pellet Ordinary.

50 Kg.

2.

Cattle Feed Pellet Rajasthan.

50 Kg.

3.

Cattle Feed Pellet Vita Brand.

50 Kg.

4.

Cattle Mash Special

40 Kg.

5.

Pusha Mash Special

50 Kg.

Pig Feed

50 Kg.

Poultry Feed

50 Kg.

8.

Creep Ration

50 Kg.

Pestisides

Details of Licences For the Purpose of Manufacturing Various Formulations

Registration
Sr.No.

granted

Number
by

C.I.B.Action on Insects

Faridabad

Endosulphan35
EC

Used

Jassids: Aphids; wollCotton;

Heera
1

Crops in Which

VI-1669(1)

EndosulphanWorm;

(EC)-428

GreenVegetable

Malathlon 50 EC

925

&

Hopper; which flies;Mango;

Thrips

CIR-170/81/Malathion(EC)-

Rice;
Sugar

Cane etc.
Rice; Vegetables

Rice Hispa; Aphids;(Mattar;

Bhindi;

Jasside; Miles; HeadBengun;

Patta

Borer; Stem borer

Gaubhi;
Salgam etc.

Dimethoate
EC

30CIR169/81/Dimethoate(EC)-170

Dim

Mooli;

MEMC 3% WP CIR-603/81/MEMC(SD)-24 Fungicide

Suprus Dephormis;
Isoproturon 50%
WP

CIR-

Econocioba Colonum

10187/89/Isoproturon(WP)- & Kusgali; EycliptaWheet Crop.

56

Alva; Tusin Indica

etc.

CIR6

Butachlore 50%
EC

22107/95/Butachlore(EC)921 (for Kerosene) CIR--do-

Rice Crop

10080/89/Butachlore(EC)533(for Aeromax)
Green Leaf Hopper;
Yellow Slem borer

Monocrotophos
36SL

Pyrilla;

CIR
-11122/90/Monocrotophos
(SL)-688

Rice;
American

Cotton;

wallSugarcane

worm; Aphids Pink

wall worm ; Milli
Buq

Malathion 25WP

CIR

Malathion(WP)-1292
CIR-22725/95/Anilophos
(EC)-344(For

-11370/90

Mosquitoes

aeromax)

Anilophos 30 EC CIR-12605/91/

Anilophos(EC)-76(For

10
11

Isoproturon 75%
WP
Fenvalerate
EC

Xylene)
CIR12788/91/Isoproturon(WP)- -

N.M.E.P

(Health

Deptt.) Malaria

Rice

crop

Weedicdes

Wheat

Crop

Weedicdes
468
20CIR-14403/92/Fenvalerate Woll worm ; Aphids;Cottn; vegitable
(EC)-542

Jassids;

Thrips;(Bhindi; Cobbage;

Shoot & Friuts Borer Bringle

and

Termite)
12

13

14

15

16

17

18

Cypermethrin
25EC

CIR

Woll Worn ; Aphids;

-14414/92/Cypermethrin

Jassids; Thrips Shoot-do-

(EC)-604
& Fruits Borer; Grub
2,4 D EthylCIR -14960/92/2,4D Ethyl
Ester 38 EC
Ester (EC)-604
Brown Plant Hopper;
Rice; Soyabean ;
CIR -19302/94/DichiorivosCut Worm ; Army
Dichiorovs 76EC
Sarson ; Kakdi
(ES)-521
Worm; Leaf Eating ,
etc.
conterpillar
All
Crops;
CIR
-19303/94/LIndane
Lindane 20EC
Anty Termite
Building
and
(EC)-473
construction work
All
Crops;
Chloropyriphos CIR

19954/94/
Anty Termite
Building
and
20 EC
Chloropyriphos(EC)-562
construction work
Alphamethrin 10CIR
-19595/94/
Woll Worms
Cotton
EC
Alphamethrin (EC)-108
Brown Plant Hopper
Quinaiphos 25EC

CIR -20445/95/ Quinaiphos

(EC)/814

; Blue Bittal ; StemRice

Borer;

Aphids;;Wheat;Cotton;

Mites ; Jassids; FruitVegitable(Bhindi)

Borer; Leaf Hopper

19
20

Methylparathion CIR
50EC
Lindane 1.3%DP

-22135/95/

Methylparathion (EC)-1219
CIR
-28242/98/Lindane(DP)-958

Anti Termite

Rice; Sugar; Cane

Jassids; Aphids; WollCotton

21

22

Endosulphan 4%CIR 29197/98/ EndosulphanWorm;

Rice;

Greenvegetable

DP

(DP) 1777

Hopper; which files;&Mango;

Deltamethrin

Thrips
Cane etc.
CIR 29197/98/ DeltamethrinWeebels/Mosquitoes For storage

2.5% WP

(WP)-224

Wheat

Sugar
of

grains;

Malaria (NMEP)
23

24

CIR

Temphos 50EC
Mancozeb

-30002/98/Temphos

(EC)-81

75%CIR -32725/2000/MancozebBrown & Black Rust

WP

(WP)-707

Blite
Late

Wheat ; Rice ;
potato;

Karela;

Ground-nut
/Early

Blite

Chinopodium

25

Fenoxaprop

P-

ethyl 10% EC

(Bathu);

CIR
-40203/2002/Fenoxaprop
P- ethy(EC)(222)-11

Malilotus

Alva

(Sajja)

Madicogo

Wheat Weedicides

Dendikulata (Mayna)
&

Latharus

Afaca

(Jangli Mattar)
Piroxefop

Prepanyi
26

propargyl)

27

28

CIR -40204/2002/Piroxefop

(Chodiafop15%

-do-

Wheat Weedicides

-do-

Wheat Weedicides

/Phorate-do-

Wheat Weedicides

Prepanyi(WP)(222)-13

WP
Sulfosulfuron

CIR

75% WG

Sulfosulfuron

Phorate 10% CG CIR

-45340/2003/

-22316/95

(CG) - 542

HAFED SEEDS
As per the existing practice, HAFED facilitates the Cooperative MarketingSocieties for
arrangement of Certified Seeds of various crops. The requirement received from the Coop.
Mkg. Societies is forwarded to the Agriculture Deptt., Haryana for necessary allocation of
certified seeds from HSDC, IFFCO, Kribhco.

HAFED has now entered into the seed production channel for providing good quality certified
wheat seed to the farmers of the State and is also in the process of installation of its own best
technology Seed Processing Plant at Gannaur (district Sonepat) for seed grading. HAFED has
undertaken Seed Production Program of Wheat varieties from Rabi 2010-11 sowing season
and best quality certified seed will be produced through Seed Production Program. HAFED
will make available certified wheat seed to the farmers in the brand name of HAFED from
Rabi

2011-12

onwards.

Fertilizers

HAFED makes direct agreements for urea with suppliers like IFFCO, Kribhco, NFL and
other major suppliers of Urea. As regards purchases of DAP, HAFED invites Global tenders
for arranging approx 2.5 lac M.T DAP annually and these purchases are finalised by High
Powered Purchase Committee of the State Government. These tenders are floated mainly in
the month of April and August every year. Zinc Sulphate is arranged from the different
suppliers approved by Director Agriculture Haryana by inviting tenders in the month of
April every year. The arrangement of Seeds are made from Haryana Seed Development
Corporation for supply to the Marketing Societies.

Year
2009-10
2010-11
2011-12
2012-13

UREA
2.60
4.10
4.69
4.48

DAP
3.60
3.06
3.15
2.20

Total (including other)

6.20
7.16
7.84
6.68

2013-14

2.22

0.86

3.08

Awards
1. HAFED has been awarded the best Stall prize By Hon'ble Chief Minister,Haryana on the
occasion of 49th Haryana Cooperative Day Celeberations.
2. ISO 9001:2008 Quality Management System Certification has been Awarded to HAFED

3. HAFED Sugar Mill, Assandh has been awarded National Level Efficiency Award for the
year 2013-14 by National Federation Cooperative Sugar Factories in the Financial
Management category.
HAFED has bagged the prestigious India Pride Award for the best performing State Public
Sector Undertaking in the Agriculture and Associate Category for the year 2013-14.

CHAPTER 3
RESEARCH METHODOLOGY
STATEMENT OF PROBLEM

The objective of every company would be ensuring customer satisfaction for the customer
satisfaction would create loyal customers. Measuring customer satisfaction is always a challenge,
as customer either would not disclose or sometimes do not assess their satisfaction level clearly.
Many times the customer can not specify the reasons for his satisfaction.
NEED FOR THE STUDY
HAFED believes in satisfactory delivery of service quality to the customer, but due to unknown
reasons that the customer satisfaction analyzed by the company is not up to the make. The
company intends to find out the causes and remedies for the low customer satisfaction.
OBJECTIVES OF THE STUDY
The following are the objectives of the study to solve the problem.
They are:

To know the customer satisfaction regarding HAFED products.

To identify customer interest in buying products.

To find service rendered by the company.

To know price impact on product purchase.

To find word of mouth impact on product purchase.

2.4 HYPOTHESIS

The purpose of usage influence customer satisfaction.

Rural/Urban market influence customer satisfaction.

SOURCE OF DATA
Primary Data
The Primary Data is collected through questionnaire survey to customers.

Secondary Data
Information is gathered from company profile, website and book Consumer Behaviour author by
Loudon and Della Betta

SCOPE OF THE STUDY

The scope of the study is to find out the customer satisfaction with reference to products. The
study covers the different aspects of customer satisfaction.

This has been conducted in Chandigarh Zone. Data have been collected from customer by a
personal interview. The researcher took 1 weeks to study the entire customers perception.

QUESTIONNAIRE DESIGN
Questionnaire Design is prepared on the basis of the following parameters.

Customers satisfaction

Customer Awareness

QUESTIONNAIRE ADMINISTRATION
Information is gather through questionnaires from customers of Chandigarh Zone.

SAMPLING
Population

1000

Sample size

20

Sample unit =

Customers of HAFED products.

STATISTICAL TOOLS
For data analysis statistical tools used are simple percentage and chi- square test.

LIMITATION OF THE STUDY:

1. The study confined to the Chandigarh Zone.
2. The time spent was limited due to which the exhaustive study could not be conducted.
3. Quality of information is based on the degree of brand awareness among customer

CHAPTER 4
DATA ANALYSIS

INTRODUCTION TO THE TOPIC

Satisfaction is consumers fulfillment response. It is a judgment that a product or a service
feature or the product or service itself provides pleasurable level of consumption related
fulfillment.

Customers satisfaction influenced by specific product are service features and by perceptions of
quality. It is also influenced by specific service attributions, and their perceptions
MARKETING ORGANIZATION
CEO

MANAGING DIRECTOR

TRANSFER MANAGER WORK MANAGER

EXECUTIVE MANAGER

SALE &

SERVICE
MANAGER

Customer Satisfaction is the pillar of the marketing concept.

Satisfaction is consumers fulfillment response. It is a judgment that a product or a service
feature or the product or service itself provides pleasurable level of consumption related
fulfillment.

Customers satisfaction influenced by specific product are service features and by perceptions of
quality. It is also influenced by specific service attributions, and their perceptions
The telling factor in the companys long run fortunes will be the amount of customer satisfaction
that it managers to generate. But it doesnt not mean the companys sole aim is to maximize
Customer Satisfaction. If that where the case, it should simply put out the best product and
service in the world and price is below cost. There by it would be creating substantial customer
satisfaction. But in the long run it would be also be out of business. Customer Satisfaction like
happiness bet achieved by rendering substantial forma of assistance to others rather than by
direct pursuit.
Companies that move towards adopting the market concept benefit themselves and The society.
It leads the societys recourse to move in the direction of social needs, there by bringing the
interests of business firms and the interest of society in to harmonious relationship. Thus the
third pillory of the marketing concept aims to achieve good profits by giving the customer
genuine values in the satisfaction.
Customer satisfaction, a business term, is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within
business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.
Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more
attention to satisfying customers. (It may help the reader to notice the role of customer
satisfaction in the overall context of product or service development and management.
Measuring customer satisfaction
Organizations are increasingly interested in retaining existing customers while targeting noncustomers;[2] measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's products.
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry, Brooder between 1990 and 1998 [3] defined ten 'Quality Values'
which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten
domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,
Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service
Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for
continuous improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done by
Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance. This provides the
measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by
Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap"
described by Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance according to expectation.
According to Garbrand, customer satisfaction equals perception of performance divided by
expectation of performance.
The usual measures of customer satisfaction involve a survey [4] with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
perception and expectation of the performance of the organization being measured.

Customer Loyalty
"It takes a lot less money to increase your retention of current customers than to find new onesbut I know I don't give it as much effort as I should because it does take a lot of energy and
effort!"
Strategize And Plan For Loyalty!

Do you even have a specific plan for building customer loyalty?

I bet you haven't given it as much thought as you should- because to tell the truth I need
to give it more effort also.

If you currently retain 70 percent of your customers and you start a program to improve
that to 80 percent, you'll add an additional 10 percent to your growth rate.

Particularly because of the high cost of landing new customers versus the high
profitability of a loyal customer base, you might want to reflect upon your current
business strategy.

These four factors will greatly affect your ability to build a loyal customer base:
1. Products that are highly differentiated from those of the competition.
2. Higher-end products where price is not the primary buying factor.

3. Products with a high service component.

4. Multiple products for the same customer.
Market to Your Own Customers!
Giving a lot of thought to your marketing programs aimed at current customers is one aspect of
building customer loyalty.
When you buy a new car, many dealers will within minutes try to sell you an extended warranty,
an alarm system, and maybe rust proofing. It's often a very easy sale and costs the dealer almost
nothing to make. Are there additional products or services you can sell your customers.
Three years ago my house was painted, and it's now due for another coat. Why hasn't the painter
called or at least sent a card? It would be a lot less expensive than getting new customers through
his newspaper ad, and since I was happy with his work I won't get four competing bids this time.
Keep all the information you can on your customers and don't hesitate to ask for the next sale.
Use Complaints To Build Business!
When customers aren't happy with your business they usually won't complain to you - instead,
they'll probably complain to just about everyone else they know - and take their business to your
competition next time. That's why an increasing number of businesses are making follow-up
calls or mailing satisfaction questionnaires after the sale is made. They find that if they promptly
follow up and resolve a customer's complaint, the customer might be even more likely to do
business than the average customer who didn't have a complaint.
In many business situations, the customer will have many more interactions after the sale with
technical, service, or customer support people than they did with the sales people. So if you're
serious about retaining customers or getting referrals, these interactions are the ones that are
really going to matter. They really should be handled with the same attention and focus that sales
calls get because in a way they are sales calls for repeat business.
Reach Out To Your Customers!

Contact . . . contact . . . contact with current customers is a good way to build their loyalty. The
more the customer sees someone from your firm, the more likely you'll get the next order. Send
Christmas cards, see them at trade shows, stop by to make sure everything's okay.
Send a simple newsletter to your customers-tell them about the great things that are happening at
your firm and include some useful information for them. Send them copies of any media
clippings about your firm. Invite them to free seminars. The more they know about you, the more
they see you as someone out to help them, the more they know about your accomplishments-the
more loyal a customer they will be.
Loyal Customers and Loyal Workforces
Building customer loyalty will be a lot easier if you have a loyal workforce-not at all a given
these days. It is especially important for you to retain those employees who interact with
customers such as sales people, technical support, and customer-service people. Many companies
give a lot of attention to retaining sales people but little to support people. I've been fortunate to
have the same great people in customer service for years-and the compliments from customers
make it clear that they really appreciate specific people in our service function. The increasing
trend today is to send customer-service and technical-support calls into queue for the next
available person. This builds no personal loyalty and probably less loyalty for the firm. Before
you go this route, be sure this is what your customers prefer. Otherwise I'd assign a specific
support person to every significant customer.
MARKETTING JOB IS TO CONVERT SOCIETAL NEEDS IN TO PROFITABLE
OPPORTUNITIES.
Definition of marketing as follows
Marketing is a social managerial process by which individuals and group obtain what the need
and want through creating. Offering and exchanging products of value with others.
This definition of marketing rests on the following core concepts needs, wants and elements,
products (goods, services and ideas); value cost and satisfaction exchange and transactions,
relationships and networks, markets and marketers and prospects.

THE MAKETING CONCEPT

The marketing concept hold that key to achieving organizations goals consists of being more
effective than competitor in integrating more effective then competitive in integrating marketing
activities towards determining and satisfying the needs and wants of target markets.

1. Aware of HAFED PRODUCTS company.

Inference

From the table it is inferred that out of 20 respondents, 100 % have aware the HAFED company.

Decision

Responses

Percentages

Yes

20

100%

No

0%

Total

20

100%

Table Aware of HAFED company

2. Know about the brand HAFED COMPANY

Inference
From the table it is inferred that out of 20 respondents, 5% customers are known about The
HAFED through print media, 0% customers are known about the HAFED through television
75% through friends and 20% through dealers.

Decision

Responses

Percentages

Print media

5%

Television

0%

Friends & Rel

15

75%

Dealers

20%

Total

20

100%

Table Know about the brand HAFED

PRINT MEDIA
TELEVISION
FRIENDS
DEALERS

Graph Know about the brand HAFED

3. HAFED is the best company in HARYANA.
Inference
From the table it is inferred that out of 20 respondents, 40 % customers have strongly agreed
that the HAFED company is best company in a HARYANA while 30 % have agreed, 15% of
disagreed.
Decision

Responses

Percentages

S.Agree

40%

Agree

30%

Not decide

10%

Disagree

15%

S.disagree

5%

Total

20

100%

Table HAFED is the best company in HARYANA.

S. AGREE
AGREE
NOT ECIDED
DISAGREE
S, DISAGRE

Graph HAFED is the best company in HARYANA.

4.

Regular customer to HAFED Company or dealers.

Inference
From the table it is inferred that out of 20 respondents, 85 % of the people are regular
customers and 15% people are not regular customers to the HAFED PRODUCTS.

Decision

Responses

Percentages

Yes

17

85%

No

15%

Total

20

100%

Table Regular customers to HAFED Company or dealers.

YES
NO

Graph Regular customers to HAFED Company or dealers.

5. The customer of the HAFED Company since.
Inference
From the table it is inferred that out of 20 respondents, The customer of the HAFED company
since.15 % are customers of HAFED PRODUCTS company less than 6 month while 15% are
since 6- 12 months , 10% 1to 2 years and 60% are since more than 2 years.
Decision

Responses

Percentages

Less then 6 Ms

15%

6 to 12 Ms

15%

1 to 2 Years

10%

More then 2 Ys

12

60%

Total

20

100%

Table The customer of the HAFED company since.

LESS THAN 6 Mts

6 TO 12 Mts
1 TO 2 YEAR
MORE THAN 2 YEAR

Graph the customer of the HAFED Company since.

6. Share information with friends and relatives.
Inference:
From the table it is inferred that out of 20 respondents, share information with friends and
relatives 40% customers have strongly agreed that they share the information with the friends
and relation while 20% have agreed and 15% have strongly disagreed.

Decision

Responses

Percentages

S.Agree

40%

Agree

20%

Disagree

25%

S.disagree

15%

Total

20

100%

Table Share information with friends and relatives

S, AGREE
AGREE
DISAGREE
S. DISAGREE

Graph Share information with friends and relatives.

7. Company provides better services than other company.
Inference
From the table it is inferred that out of 20 respondents, Company provides better services than
other company. 45% customers have strongly agreed while 35% customers have agreed and 10%
have disagreed.
Decision

Responses

Percentages

S.Agree

45%

Agree

35%

Disagree

10%

S.disagree

10%

Total

20

100%

Table Company provides better services than other company.

S. AGREE
AGREE
DISAGREE
S. DISAGREE

Graph Company provides better services than other company.

8.

HAFED PRODUCTS prices are low.

Inference
From the table it is inferred that out of 20 respondents, 35% customers have strongly agreed the
HAFED PRODUCTS prices are low, 45% have agreed and 10% has not decided.
Decision

Responses

Percentages

S.Agree

35%

Agree

45%

Not decide

10%

Disagree

10%

S.disagree

0%

Total

20

100%

Table HAFED PRODUCTS prices are low.

S. AGREE
AGREE
NOT DECIDED
DISAGREE
S, DISAGREE

Graph HAFED PRODUCTS prices are low.

9. The HAFED market will spread all over India.
Inference
From the table it is inferred that out of 20 respondents, 75% customers have yes the HAFED
market will spread all over India and 25% customers have no.

Decision

Responses

Percentages

Yes

15

75%

No

25%

Total

20

100%

Table the HAFED market will spread all over India.

YES
NO

Graph the HAFED market will spread all over India.

CHAPTER 5
SWOT ANALYSIS & CONCLUSSION
SWOT ANALYSIS
STRENGTH :

CONCLUSSION:
1. Company have good brand name.
2.