Anuj Projct Report

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TRAINING REPORT

ON

CONSUMER BASED AND FUTURE ASPECTS OF

MAGAZINE

Submitted to

GUAHATI UNIVERSITY, GUWAHATI

Submitted in partial fulfillment of the requirements for the

award of the degree of

MASTER OF BUSINESS ADMINISRATION

(INDUSTRY INTEGRATED)

(II Semester)

Submitted by

Anuj Chhanra

Regn. No.

Roll No.

NEW ERA INSTITUTE OF PROFFESIONAL STUDIES

(ELC CODE )

Dwarka Phase-2, New Delhi

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CERTIFICATE

This is to certify that ANKUSH TRIPATHI a student of the INSTITUTE OFINNOVATION IN TECHNOLOGY AND MANAGEMENT has prepared his

Training Report entitled CONSUMER BASED at VALUE MAX SYSTEM Pvt.

Ltd., New Delhi, under my guidance. He has fulfilled all requirements leading to

award of the degree of B.B.A . This report is the record of bonafide training

undertaken by him and no part of it has been submitted to any other University or

Educational Institution for award of any other degree/diploma/fellowship or similar

title or prizes.

I wish him all success in life.

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STUDENTS DECLARATION

I hereby declare that the Training Report conducted at

VALUE MAX SYSTEMPRIVATE LIMITED, NEW DELHI

Under the guidance of

Ankur Chawla

Submitted in Partial fulfillment of the requirements for the Degree

of

BACHELOR OF BUSINESS ADMINISTRATION

TO

GURU GOBIND SINGH INDRAPRASTHA UNIVERSITY,

DELHI

Is my original work and the same has not been submitted for the

award of any other degree/diploma/fellowship or other similar titles

or prizes.

Place: NEW DELHI Ankush Tripathi

Date: Regn. No.:

Roll no.

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Acknowledgement

At first, I wish all the best to GURU GOBIND SINGH INDRAPRASTHA

UNIVERSITY, DELHI for the project work activities in the curriculum in Bachelor level. I

have got great chance to have practical knowledge in the field of management. This activity

proves student to enrich aim writing and knowledge in the practical field.I would like to express my deepest sense of gratitude to Mr. Ankur Chawla, Manager for

giving me this opportunity to undergo Summer Training at VALUE MAX SYSTEM Pvt.

Ltd. I would also like to extend my heartfelt gratitude to him for his constant

encouragement and valuable insight, guidance and facilities at all phases of the project.

I would also like to acknowledge the support and guidance of Mr. Ankur Chawla, TEAM

LEADER, VALUE MAX SYSTEM Pvt. Ltd. Without his help and encouragement it

would have been practically impossible to complete this project.

Im deeply in debated to my respected Director N.K. OBEROI for his unflagging

support, guidance and advice through the entire process of preparing this report.

Ankush Tripathi

BBA V Semester

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ON TRANNING (Pg.) Key learning.

Chapter 4 STUDY OF

SELECTED RESEARCH

PROBLEM (Pg.)

Statement of research

problem

Statement of research

objectives

Research design and

methodology

Chapter 5 ANALYSIS (Pg. ) Analysis of data and

findings

Chapter 6 SUMMARY &

CONCLUSIONS(Pg.)

Summary of Learning

Experience.

Conclusions and

Recommendations.

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APPENDICES (Pg. ) Customer satisfaction

questionnaire.

Copy of questionnaires

BIBLIOGRAPHY (Pg.)

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CHAPTER 1

INTRODUCTION

GENERAL INTRODUCTION ABOUT THE SECTOR

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Marketing is very necessary for every organization. It helps organizations in determining

what product and services may interest customers and also strategies for use in product

development, sales and promotions.

The Project STUDY OF OUTLOOK SUBSCRIBERS SATISFACTION is an attempt

to find out the factors and causes which affect the degree of satisfaction among the

customers of Outlook Magazines.In this tough time of competition magazines industry is

going a long way in developing, formulating and implementing promotional strategies to

cope up with this tough competition. Though there are many aspects which can be

improvised in the services of Outlook magazine.Strategies are formulated not only keep up

with cut throat competition but also to meet the highly volatile consumer preferences.

There are several factors which influences the purchase. These factors may be internal and

external as well. Internal factors include perception towards the thing, knowledge about

product, purchasers attitude, lifestyle, motivational status etc. Motivation is the driving

force which comes into play when customer has better experience with the product.This

leads to the repurchase decision of the customer.Whereas external factors include culture,

group or peer influence, the situation in which purchase is made etc.

Questionnaires were prepared and market survey was conducted and then evaluation of

primary data is done.

The analysis revealed that there are some factors e.g. the customer perceived value and

value preposition when meets leads to customer satisfaction .If that is consistent then leads

to customer loyality .That is the key factor of customer retention etc. which affect the

purchase of magazines of Outlook group.

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It also revealed the fact that there is a small opportunity of improvement in the area of

quality of content and promotional schemes. The customers agreed upon the fact that gifts

are good in quality but they added that these promotional schemes can be more attractive.

INDUSTRY PROFILE

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There are the two main sources of obtaining data to determine readership of any

publication:

National Readership Survey NRS

Indian Readership Survey IRS

Here we have some surveys on the basis of market segmentation on all media include news

papers buyers .

National Readership Survey is a survey on all media, but especially the print

medium, conducted by the National Readership Studies Council (NRSC) -

supported by Audit Bureau of Circulation (ABC), Advertising Agencies association

of India (AAAI) & Indian Newspapers Society.

It investigates the readership of about 80 major Indian publications-dailies, weeklies, bi-

weeklies and monthlies-in over 475 towns of 57 regions across the length and breadth of

the country. The towns, selected, however are publication centres of dailies. By process of

systematic sampling.

It claimed to be the most thorough readership survey in the country. It provides exhaustive

data (available to its clients on computer disks) readership, radio listener ship profile-the

socio economic characteristics of the readers of various publications, of cinema and TV

viewers, and of listeners to radio, as well as the degree of duplication among publications

and between media. Research agencies involved are: IMRB, TNS Software Mode, AC

Nielsen in collaboration with ORG.

Indian Readership Survey is conducted by the Media Research Users Council

(MRUC). IRS 2007 is the largest continuous media survey ever conducted (sample

size of 229,000 individuals) providing a single-source database for demographics,

media habits and product / brand usage across 986 towns and 2858 villages in

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India. The survey was conducted over two rounds with the field work between

November 2007 and November 2008.

This all-India survey conducted jointly with the Media Research Users' Council (MRUC)

also provides product / brand penetration information for over 50 different products

allowing one to link media habits and product usage data for adults and children from the

age of 12 years.

Both NRS & IRS

Gives media consumption habits, product ownership & consumption, lifestyle indicators

information on Psychographic , macro demographic & geographic parameters.

Population coverage: 12 years & above

Sample size: over 500

Geographic coverage: Delhi region

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CHAPTER 2

PROFILE OF THE ORGANISATION

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ORIGIN OF THE ORGANISATION

A Rajan Raheja Group

Mr Rajan Raheja is the owner of OUTLOOK group

Date of Establishment: October 1995

Headquarter Address: AB-10, S.J. Enclave, New Delhi - 110029, India

Branches : Mumbai, Kolkata, Chennai, Bangalore and Hyderabad

MANAGEMENT TEAM

NAME DESIGNATION

Suresh Selvaraj Vice President

Indranil Roy Vice President

Alok Mathur Assistant Vice President

Anup Dwivedi General Manager, Production & Systems

Vidya Menon General Manager, Advertising

Gaurav Vashisht Deputy General Manager

Himanshu Pandey National Head, Business Development

Alex Joseph National Head, Retail

Gitanjali Singh National Head, Marketing

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GROWTH OF THE ORGANISATION

Outlook is an Indian weekly and monthly newsmagazine in publication since

October1995. MrVinod Mehta has been the founding editor-in-chief. Since its inception,

investigative reporting has been the forte of the magazine. Outlook has also spawned the

specialized magazines Outlook Traveler, Outlook Money, Mand the Hindi Outlook .

Outlook has been famous for many of it's sensational stories like the "Kargil Bungle" and

the "Match Fixing controversy" but many view its editorial tilt as being against the right

like the RSS , often highlighting opposing sections in negative light.

Achievements

The company is a proud recipient of National Tourism Award in 2001-2002, given

by the Department of Tourism, Government of India.

The Government of India has also recognized Outlook Traveler Getaways as the

Best Travel Publication in the year 2002-2003.

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http://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Newsmagazinehttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Vinod_Mehtahttp://en.wikipedia.org/wiki/Editinghttp://en.wikipedia.org/wiki/Hindihttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Newsmagazinehttp://en.wikipedia.org/wiki/1995http://en.wikipedia.org/wiki/Vinod_Mehtahttp://en.wikipedia.org/wiki/Editinghttp://en.wikipedia.org/wiki/Hindi


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Present status the organization

Our company is one of the leading company in the magazine

industry. We have wide range of magazine products which have

strong position in the market. So the present status of the

Organisation is very strong in the Market .

We are the pioneers of magazine Industry, we produce the best of

the selling magazine not only in India but all over the world.

Outlook group is known as the best renowned group among the

other publishing companies. It have the widest range in magazines

for better choice of consumer, according to their taste.

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FUNCTIONAL DEPARTMENTS OF THE

ORGANISATIONAL

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PRODUCT AND SERVICES OF THE

ORGANISATION

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MEDIA SERVICES

Print Media

Web Media

Outlook is part of the Rajan Raheja Group which made its beginning in the construction

business and after building a huge presence in the realty market, the Group diversified

laterally into manufacturing, financial services and media. The magazine division of

Outlook consists of Outlook, Outlook Money, Outlook Traveler, Outlook Sapthahik,

Outlook Business and Delhi City Limits. It has recently taken over the Sales & marketing

of Newsweek, an international newsmagazine and Marie Claire, an international womens

magazine.

Outlook, a weekly newsmagazine has been instrumental in providing wide range of news

and information. It also has magazines including Outlook Money, Outlook Traveller and

Outlook Saptahik under its umbrella. As a part of web media, it has launched websites like

outlookindia.com, outlooktraveller.com and outlookmoney.com. It caters to a base of 1.5

million readers in India and sells more than 11.2 million copies annually.

The observations of the Markets studied for the sale of Newsweek was that Time and

Newsweek have a similar sales pattern and the POP display was maximum from the

Outlook Group.

The major segments identified for the market segmentation of Outlook buyers

Hotels

Coaching institutes

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Corporate offices

PVR Cinemas

Premium Clubs

For the coaching Institutions which prepare students for MBA, the idea proposed by

Outlook was that the copies of Outlook English ,and Outlook Bussines as their Interest

happens only with these two magazines, with the advertisement of the institution with the

cover-on-cover option would be distributed to prospective students who are aspiring to

clear CAT and other MBA entrances in various DU and Engineering colleges in Delhi and

NCRs. This idea appealed as in this way the institution would be able to communicate

with its prospective students.

For the premium clubs, the proposed selling strategy was similar to that adopted for golf

courses with the monthly bill being sent with the magazine by Outlook .

The idea proposed to corporate offices that their Interest only towards Outlook Money ,

Outlook Profit because it resembles with their Business.

Hotels keep magazines in the following places : Rooms, Business Centers Lounges,

Public Places and cars. Their more focus towards Outlook Traveler Magazines, and

Fashion magazine like Marie Claire ,this type of Interest bys hotels shows their

psychographic segmentation.

The concept given was that initially Outlook was as follows: Outlook would distribute free

copies of the magazine on a weekend when the business is high. And take the details of the

customers. In the next step, the PVR Cinemas to these cinemagoers who had come to

watch a movie on weekend would send the magazine with a flap containing the discount

coupon for a weekday. Hence, on receiving a discount coupon, there is a high probability

that the cinema-goers will come to watch the movie.

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THE OUTLOOK UMBERELLA

PRINT MEDIA

OUTLOOK: In October 1995,group company hath way investment private limited entered

in the print media. Outlook, a weekly newsmagazine headed by Vinod Mehta, galvanised a

sluggish market reeling under the impact of satellite TV. Outlook quickly carved a

significant niche for itself among discerning readers who value its in-depth, investigative

reporting as well as its stylish visual format. Known to be fiercely independent, Outlook

has shaken the establishment on events ranging from Kargil to Kashmir to cricket,

sensitised the reading public to important issues like big dams, education and gender, and

provided an unremitting focus on South Asian geopolitics. Today, Outlook is the preferred

magazine of 1.5 million readers in India, and sells more than 11.2 million copies over the

year.

OUTLOOK MONEY:In July 1998, the Group launched "Intelligent Investor" re-

christened as "OUTLOOK MONEY" as of 30-Nov-2002, India's first personal finance

magazine, which offers sound strategies for the lay investor, especially the growing

segment of salaried middle and upper middle-class and self-employed professionals. Its

message is clear and simple: 'Invest well, borrow wisely, spend smartly'. Evidently, that

message has gone down well: the magazine sold upwards of 1,00,000 copies a fortnight

within a year. One of its distinguishing characteristics is that about 93 per cent of readers

retain all past issues of Outlook Money.

OUTLOOK TRAVELER:Outlook Traveler is a monthly magazine from the stable of

Outlook Publishing India Pvt. Limited and the only significant magazine aimed at the

travel reader. Every month since June 2001 OT has introduced readers to the wonders of

unknown destinations while also encouraging travelers to take a fresh look at familiar

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places. Whether people are planning a holiday, or simply dreaming of one, Outlook

Traveler continues to take them closer.

OUTLOOK SAPTAHIK :Outlook Saptahik, a weekly newsmagazine, was launched in

October 2002 to establish significant presence amongst the vast Hindi reading audience.

The product targets the evolved Hindi reader keeping their interests, realities & aspirations

in mind. Outlook Saptahik retains the core strengths of Outlook with objective, fiercely

impartial and bold journalism, while brandishing its own identity through a strong paral .

WEB MEDIA

OUTLOOKINDIA.COM:In 1998, Outlook went online asoutlookindia.com, drawing

into its fold the vast, nascent readership of expatriate Indians. outlookindia.comis

both Outlook magazine's home on the Internet and an online publication. Apart from

Outlook's print edition in its entirety - supplemented with links to related articles on its own

site and elsewhere on the Web - outlookindia.comalso offers an array of original Web-

only columns and and news updates every day with a very lively interactive section.

OUTLOOKTRAVELLER.COM:Inaugurated as a web resource in 2000, this travel

Website has since come a long way. Outlooktraveller began by opening up new vistas in

web-driven vacation planning, with its highly focused editorial features on an array of

destinations. Still a highlight of the website, these are supported by tools and resources that

make putting together your holiday a breeze ? from selecting your destination, to choosing

your mode of transport, finding your way around the map, selecting a place to stay to

catching the local festivities, plus ferreting out the nearest ATM, fuel stop or cyber cafe.

Here there is something for everyone; themed vacation ideas from 'A for adventure' to 'W

for wildlife', honeymooners dream destinations, foodies delights, first-person travelogues, a

message room where you can exchange notes or ask us for more info that you want? And

don't forget to book your copies of our international award-winning bestsellers from

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http://www.outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://www.outlooktraveller.com/http://www.outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://outlookindia.com/http://www.outlooktraveller.com/


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Outlook Traveler Getaways, available at a special price when you order on the website. If

you want a sneak preview, there're excerpts from the guide books by renowned authors,

including the likes of Prabhu Ghate, Ruskin Bond and Jug Suraiya.

Outlookmoney.Com: outlookmoney.comtakes forward the philosophy and beliefs ushered

in by Intelligent Investor (the personal finance magazine that was launched in mid-1998,

now known as Outlook Money). The site has six channels -- Stocks, Mutual Funds, Loans,

Retirement Planning, Taxation and Insurance -- that address broad areas of the personal

finance spectrum. Outlookmoney.com comes with many interactive tools. The Loans

channel alone sports calculators that do all the number crunching a visitor may want on

home, car, personal or equity loans. outlookmoney.comseeks to provide total solutions to

personal finance issues -- from disseminating information to providing avenues for e-

commerce transactions.

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http://www.outlookmoney.com/http://outlookmoney.com/http://outlookmoney.com/http://www.outlookmoney.com/http://outlookmoney.com/http://outlookmoney.com/


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COMPETITORS

HOME MAGAZINE COMPETITORS

OUTLOOK MONEY MONEY TODAY

OUTLOOK BUSINESS BUSINESS ECONOMY,BUSINESS

TODAY

OUTLOOK TRAVELLER TRAVEL TODAY

OUTLOOK HINDI SAPTAHIK

OUTLOOK PROFIT NO COMPETITORS

MARIE CLAIRE COSMO,FEMINA,NEW WOMAN,VOGUE

NEWS WEEK TIMES (Worlds leading international

news magazine)

OUTLOOK (ENGLISH) INDIA TODAY

MARKET PROFILE OF THE ORGANISATION

UMBRELLA PRODUCTS OF OUTLOOK

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25

Outlook

English

Outlook Hindi

Outlook

Money

Outlook

Business

Outlook Profit

Marie Claire

People

GEO

Outlook

Traveler

Outlook

English

Outlook Hindi

OutlookMoney

Outlook

Business

Outlook Profit

Marie Claire

People

GEO

Outlook

Traveler

Magazine

division

Magazine

division Internet divisionInternet division Events

division

Eventsdivision

Books

division

Booksdivision

outlookindia.comoutlookmoney.com

outlooktraveller.com

outlookindia.comoutlookmoney.com

outlooktraveller.com

Outlook Money

Personal fin.

show

OLM awards

Outlook Money

Personal fin.

show

OLM awards

OLT

Getaways

OLM Guides

Outlook

Classis

OLT

Getaways

OLM Guides

Outlook

Classis


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CHAPTER 3

DISCUSSION ON TRAINING

WORK PROFILE

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As a management trainee I joined OUTLOOK MAGZINESNew Delhi and I was given

the profile of a RELATIONSHIP EXECUTIVE.

I worked in the company as a RELATIONSHIP EXECUTIVE and my primary work in the

company was to face individual to facilitate and participate in the planning and execution

of field of marketing activites. I worked with my team,i met many customers and received

their feedback and I was involved in business development activity.

My profile was to do cold calling and to promote tha magzines so that the numbers of

readership will increase.

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KEY LEARNING

1. I got to know about the atmosphere of the organization.2. The working condition of the company.

3. Code of conduct in a company and its rules and regulations.

4. Process and procedure of working.5. Learned to take orders by superiors.

6. Way of communicating right thing at right time to subordinates and to

superiors.

7. coordination at work.8. Creating strategy on daily basis to achieve my daily target and make the job

easier

9. Coordinate with everyone to achieve the target.10. Creating hygienic atmosphere to work.

11. Learned how to work in stress.

CHAPTER 4

STUDY OF SELECTED RESEARCH PROBLEM

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STATEMENT OF RESEARCH PROBLEM

1. Gender preferences for English magazines:

From the analysis of 138 respondents it can be determined that out of total

readers of English magazines there are 47% females and 63% males.

2. Type of magazine according to preferences by respondents:

From the survey of 138 respondents 85% preferred to read business

magazines, 46% preferred political magazines, 60% preferred fashionmagazine, 72% tech savvy magazines, 48% preferred movies magazines,

39% preferred womens magazines and 20%preferred other sort of

magazines.

3. Analysis of the reading habit of the respondents:

From the survey, analysis of the reading habit of the respondents showed

that 8% regularly readers, 45% whenever getting bored, 12% while

waiting, 30% to get information, 5% read other magazines.

4. Places from where magazines are purchased :

From the results of 138 respondents 46% had subscription for the

magazine, 23% from the news stand, 8% from book stall, 7% second hand

purchase and 14% from other ways.

5. Magazines subscribed by the respondents:

From the 138 respondents estimate has been made that 53% prefer to read

India Today, 26% prefer to read Outlook magazines and 21% prefer othermagazines.

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6. Motivation for magazine subscription:

From the survey of 138 respondents the factors that motivated

subscribers to subscribe for any magazine were that 43% got motivated

due to gifts with them, 26% got motivated due to discounts they were

getting, 14% due to ease of purchase, 7% were motivated by their friends,

and 10% due to other factors.

7. Evaluation of magazines on the basis of various attributes:

From the survey the analysis to attributes shows that 72%

give weight age to quality of content, 45% to coverage, 36% to print

quality, 38% to paper quality, 62% go for value of money, 52% to

schemes, 67% to unbiased reporting, 48% to Overall presentation.

8. Analysis of Outlook magazines on the basis of attributes:

From the analysis 75% liked schemes of the Outlook magazine offered,

66% went for the value of money, 65% for unbiased reporting, 56% for

overall presentation, 42% for coverage, 38% went for paper quality, only

35% liked the quality of content and 33% for coverage.

9. Perception of customers about Outlook magazine:

From the survey of 138 respondents6% regarded it as a very good

magazine, 62% regarded it as a good magazine, 28% as fair magazine

to read, 4% did not like the magazine.

10.Areas over which Outlook needs improvement:

From 138 respondents 68% wanted improvement in quality of content,

21% in print quality and 11% in coverage.

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STATEMENT OF OBJECTIVES

To identify new segments and listing out potential customers.

Make strategy to approach them and create awareness.

Generate sales for outlook group magazines by increasing circulation

in these segments.

To check the process of delivering the magazine to the subscriber

within 25 days of subscription.

To improve readership profile.

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RESEARCH METHEODLOGY

Problem Definition

To determine the degree of satisfaction among the Outlook subscribers in

aspects of Quality content and price of the Outlook magazines..

To determine the consumer repurchasing or renewing the Outlook

subscription frequency.

To determine the degree of relativeness between customer satisfaction and

brand loyality for Outlook magazines.

To determine the efficiency of Outlooks product delivery system.

Management Decision Problem

Should Outlook increase its magazines subscription rates in comparision to its

competitors?

Should Outlook increase the efforts for making the present customer care services

more effective?

What efforts could be taken to promote the brand loyalty among the present

customers?

Do Outlook processes need more automation?

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CHAPTER 5

ANALYSIS

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DATA ANALYSIS AND FINDINGS

Question 1# Have you ever renewed the subscription of Outlook magazine?

Ans.

Yes - 27%

No - 73% FINDING ;

Only 27% subscribers renewed their subscription ,rest 73% has never renewed their

subscription.Which means that somewhere there is less motivation for the rebuying

behaviour.

Question 2# Have you ever used the customer care service of Outlook ?

Ans.

YES 81 %

NO - 19%

FINDING;

81 % Consumers or subscribers have used the customer care service.It means that huge

number of customers have some or the other Query. That gives an insight that the

service delivery is at question and certainly needs some improvement.

Question 3# How would you rate the experience of Query solution of customer care

service of Outlook?

Ans.

Excellent - 43%

Good - 21%

Satisfactory-21%

Poor -10%

Very poor -5%

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FINDING;

The customer care service is excellent for only 43% subscribers. Almost 20 % said good

and satifactory.This gives an insight that upto some extent services are good, but when

carefully observed it came out that few queries solution needs sometime to get solved

which also become a reason for dissatisfaction among the customers who find this service

poor or very poor.

Question 4# How would you rate the delivery service of Outlook magazines at your

place?

Ans.

Excellent - 20%

Good - 25%

Satisfactory-20%

Poor -19%

Very poor -16%

FINDING;

Product delivery service has got mixed response.Those customers who got their

magazines and gifts items at time are satisfied or given the rating good or excellent.But

the customers who got the magazines or gift item one day late also has given the rating

as Poor and very poor for those who didnt get any magazine or sometimes encountered

no gifts. .

Question 5# How would you rate the Quality content of the Outlook magazine?

Ans.

Excellent - 41%

Good - 35%

Satisfactory - 22%

Poor - 2%

Very poor - nil

FINDING;

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Outlook is a very big brand in itself.Any brand becomes popular for its Quality and

fulfillment of the perceived value of the brand.As there are so many competitors in the

media sector,this response for Outlook is really appreciative. 41% of respondents

responded as the Quality of Outlook is excellent.It means still Outlook is giving great

competition to its competitors.

Question 6# How would you rate the competitiveness of our Outlook magazines with

other magazines,in the sense do they represent the best value for the total cost of your

subscription ownership?

ANS.

Excellent - 35%

Good - 39%

Satisfactory 15%

Poor - 10%

Very poor 1%

FINDING;

When surveyed most of the magazine readers suggested that the Performance of Outlook is

excellent or good or satisfactory because the problems like Query Solution or delayed

product delivery is the issue with all the known and reknowned magazines or newspapers.It

means with all the above covered issues , Outlook has maintained its position because it

give and satisfies the content need of the readers.

Question 7# How would you rate Outlooks total Quality and service management to

ensure complete customer satisfaction?

ANS. Excellent - 16%

Good -39%

Satisfactory- 31%

Poor - 10 %

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Very poor - 4%

Findings

This data provides the conclusion that still there is a lot of scope to improvise for Outlook

though it is performing well in the market and penetrating very rapidly.It could be a market

leader if it concentrates few aspects of customer satifaction .Still 39% of respondents

responding it as good is not bad at all.

S.W.O.T ANALYSIS OF THE ORGANIZATIONSTRENGTHS:

Well organized and experienced staff

. Innovative and customer oriented products.

Direct approach to the customer

Customer satisfaction.

Strong distribution network

Efficient and fast delivery system.

WEAKNESS

Price of some magazines is high.

Customer perception that outlook serves to a political party.

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OPPORTUNITIES:

It has many products capturing all sectors information so it has an opportunity to

become a market leader.

THREATS:

Number of competitors in the market.

India today has already captured the big market share

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CHAPTER 6

SUMMARY AND CONCLUSIONS

SUMMARY OF LEARNING EXPERIENCE

1. I got to know about the atmosphere of the organization.2. The working condition of the company.

3. Code of conduct in a company and its rules and regulations.

4. Process and procedure of working.5. Learned to take orders by superiors.

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6. Way of communicating right thing at right time to subordinates and to

superiors.

7. coordination at work.8. Creating strategy on daily basis to achieve my daily target and make the job

easier

9. Coordinate with everyone to achieve the target.10. Creating hygienic atmosphere to work.

11. Learned how to work in stress.

12. Flexible towards changing working environment.

13. Ability to keep time/cost factor under control

RECOMMENDATIONS

1. Effective promotional scheme a strategy for consumer motivation

It is important to motivate the consumer to subscribe for the magazine for boosting

the sales and its obvious that most of the consumers will not get motivated unless and

until they get what they want. From the market survey it was able to identify that the

motivating factors are the gifts provided along with the subscriptions and according

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to most of the consumers a good gifts are one which have good brand value

associated with it and those which offer better utility.

2. Offline referral marketing a strategy for customer or subscriber motivation

Referral marketing can be effectively used to improve the subscription sales. The

existing customer can be motivated to refer to their friends, relatives etc. to subscribe

for the magazine by means of exciting and attractive gifts as incentives. The

magazine should provide Business reply cards exclusive for existing subscriber along

with subscribers copies during the magazine delivery so that they can refer their

friends and relatives for magazine subscription. The business reply card should offer

the facility to be filled with at least ten references. Subscribers should be able to send

them free of cost. Now these subscribers can be provided with attractive gifts.

3. Customer retention

It is a normal saying that customer acquisition is good, retention is better. This is

because a customer retained is equal to five new customers as the money spent for

acquiring a customer is calculated to be five times the money spent to retain a

customer. From the information obtained from Outlook, if was identified that

Outlook does nothing for customer retention. Outlook needs to formulate and

implement customer retention and loyalty programs to retain the customers.

Greet the customers with exciting gifts during special occasions

Sell the subscription renewal at discount

Auto renewal of subscription

Allow grace period for subscription expiry

Send loyalty gifts

Organize entertainment events for subscribers

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Organize get togethers

Offer free Medical claim/Insurance Policy

4. Improved magazine for customer satisfaction

From the market survey it was revealed that the strengths of Outlook Magazine are

Promotional Schemes and unbiased reporting. Its weaknesses are its Content quality, Paper

quality and Print quality so it should work on it to increase the customers satisfaction. If

the product is able to satisfy customers in its core product attributes, then the customer will

be tend to be loyal as their expectations are fulfilled.

So to improve customer loyalty and thereby increase voluntary sales outlook

magazine has to work on its weaknesses as expected by the customers of the

magazine Since the quality of content and coverage are subjective in nature, Outlook

needs to identify what are weaknesses of the current contents and coverage of the

magazine as well as the customers expectations about them. For this Outlook should

go for detailed survey and customers feedback so that it can understand the

customers expectations as far as content and coverage of the magazine are

concerned. Once the customer expectation is identified Outlook need to restructure

the magazine by implementing the customer requirements and demands in order to

improve their satisfaction level which will in turn boost the magazine as well as

subscription sales

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CONCLUSION

1. Encourage Face-to-Face Dealings

2. Respond to Messages Promptly & Keep Your Clients Informed

3. Be Friendly and Approachable

4. Have a Clearly-Defined Customer Service PolicY

5. Attention to Detail

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6. Anticipate Your Client's Needs & Go Out Of Your Way to Help Them Out

7. Honour Your Promises

APPENDICES

CUSTOMER SATISFACTION QUESTIONNAIRE

MAGAZINES

Customer Name: .. Date:..

Sex: . Customer contact:

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Age: ..

Profession: .

Qualification:..

We would be grateful if you could spare a few minutes to complete this Customer

Satisfaction Questionnaire to help us ensure that our standard of customer care

exceeds expectations wherever possible.

NOTE: This test is taken for the purpose of research and the information given by

you will be kept confidential. Hence give your answer without hesitation

Questionnaire :

1. Which of the following magazines have you read?

ANS. .......... Outlook Money . Profit

... Business .... Out look Hindi . People

... Traveller . Career 360 Lounge

... Geo . Marie Claire ... News Week

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... Business Week

2. . Which magazine are you currently reading of Outlook?

ANS. . .......... Outlook Money . Profit

... Business .... Out look Hindi . People

... Traveller . Career 360 Lounge

... Geo . Marie Claire ... News Week

... Business Week

3. Which other magazine do you read?

ANS. ..

.

.

4. Which is your most favorite magazine of Outlook?

ANS.

5.Which is your most favorite magazine of all the magazines you know or you have

read yet? Why?(Describe briefly)

ANS.

6. What is the means of purchase for the magazine of your interest?

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ANS... News paper vendor Book shop .

Subscription

7.Does News paper vendor give you any consession on buying magazines from him?

ANS. Yes ..No

8.If your answer of Question No.7 is Yes , then is that consession is more than or equal

to or less than the subscription charges of the magazines?

ANS ..More ..Equal .Less

9.Have you ever subscribed any of the Outlook Magazine?

ANS. .yes no

10. If your answer of Question No.9 is Yes , then how many times you have renewed

the subscription?

ANS. ..Never

..Specify the counts of renewal

Please tick the appropriate box to indicate your degree of satisfaction.

Where

1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

11. You subscribed any of the outlook magazine through

Ans. 1 ..Online

2 ..Relationship executive of outlook

3Directly filling up the form given in one of the outlook magazine.

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12.If the answer of Question No.11 is option no.3 then,

When our Relationship executives went to you,How would you rate their dealing with

you?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

13.Have you ever used the customer care service of Outlook magazines?

ANS. ..Yes No

14. If the answer of question no.13 is YES ,then how would you rate your experience

of query solution of customer care service of Outlook Magazine?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

15. How would you rate the efficiency of your Query solution related to Outlook

magazine?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

16.How would you rate the delivery of the Outlook magazine to your address which

you have ever subscribed?

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ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

17.How would you rate the Quality of content of any of the Outlook magazine which

you have ever subscribed?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

18.How would you rate the competitiveness of our Outlook magazines with other

magazines,in the sense do they represent the best value for the total cost of your

subscription ownership?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

19.How would you rate Outlooks total Quality and service management to ensure

complete customer satisfaction?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

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4.Poor.

5.Very poor

20.How would you rate overall Outlook magazines?

ANS. 1.Excellent

2.Good..

3.Satisfactory..

4.Poor.

5.Very poor

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BIBLIOGRAPHY

Referred Books:

1.Solomon, Michael R., Consumer Behavior-Buying,Having and Being, 2009 Pearson

Education Inc.,

2.Malhotra,Naresh K., Dash, Satyabhusan., Marketing Reseach,An applied

orientation,2010,Pearson Education Inc.,

3.Cooper & Schindler, Business Research

4.Belch George, Belch Michael , Avertising and promotion

5.Kotler Phillip, Marketing Management

Web Site:

www.outlookgroup.com

www.outlookindia.com

www.outlookmagazines.com

www.Delhioutlookmagazines.com

www.outlooktraveler.com

www.outlookbussiness.com

www.outlookmoney.com
http://www.outlookgroup.com/http://www.outlookindia.com/http://www.outlook/http://www.delhioutlook/http://www.outlooktraveler.com/http://www.outlookbussiness.com/http://www.outlookmoney.com/http://www.outlookgroup.com/http://www.outlookindia.com/http://www.outlook/http://www.delhioutlook/http://www.outlooktraveler.com/http://www.outlookbussiness.com/http://www.outlookmoney.com/

Documents

Anuj Projct Report