Bru Coffee_CBMS Project

BRU COFFEE

MARKETING STRATEGY FOR “BRU” COFFEE , HINDUSTAN

UNILEVER LIMITED USING FRAMEWORK OF THE TEXT

CONSUMER BEHAVIOR AND MARKETING STRATEGY BY PETER & OLSON FOR AHMEDABAD MARKET

Presented By:

NIKITA SANGHVI

SOURCE: CONSUMER BEHAVIOUR AND MARKETING STRATEGY, 7TH Edition, By J. Paul Peter And Jerry C. Olson (2010), TMH Education Pvt. Ltd.

“Happiness begins with Bru”

http://3.bp.blogspot.com/_1pKvii0Z9Cs/SSp1aOJiyiI/AAAAAAAABU0/lQN3qlZRqdc/s1600-h/brumain.jpg

BRU COFFEESTEVENS BUSINESS SCHOOL

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2

FLO

W O

F PR

ESEN

TATI

ON

Step 1: Current Status of Product Step 2: Current acbe’s (Components of WOCA)

(Section 1 to Section 4) Step 3: Desired Status of Product (With

Reason) Step 4: Desired acbe’s Step 5: Marketing Strategy for Creating

Desired acbe’s(Section 5)

Step 6: Justification

(Why do you think whatever data has been given will give the desired status of product?)BATCH 2009-2011


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CURR

ENT

STAT

US

OF

BRU

• Bru is a power brand from the HUL's stable. • A brand which pioneered the instant coffee

category in Indian market in 1969• Bru is the market leader in coffee segment

with a value share of 49.6 %.• Bru is positioned on the theme of happiness. • The brand has the tagline " Happiness begins

with Bru". • The positioning and communication has been

consistent with the brand's promise of kickstarting one's day with a Bru.

• Annual Consumption of Coffee: 1 lakh tonne

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4CO

NTE

NT

(Cur

rent

Sch

ema)

1. A Perspective on Consumer Behaviour

2. Affect and Cognition and Marketing Strategy

3. Behaviour and Marketing Strategy4. The Environment and Marketing

Strategy

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SECT

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2 AFFECT AND COGNITION AND MARKETING STRATEGY

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TYPES OF AFFECTIVE RESPONSES

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Type of Affective Response

Level or physiological arousal

Intensity or strength of

feeling

Examples of Positive and

Negative Affect

EmotionsHigher arousal

and activation

Stronger Love

Specific feelingsMoods Alert, Relax

EvaluationsLower

arousal and activation

Weaker


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3.2 Alert

33%

Love33%

Relax33%

TYPES OF AFFECTIVE RESPONSES

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Cognitive Processes In Consumer Decision Making


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ENVIRONMENT Advetisement (33.33%), Salesman (33.34%),

Family(33.34%),

INTRPRETATION PROCESS

ATTENTION and COMPREHENSIONSales promotion(33.33%),

Jingle(66.67%)

NEW KNOWLEDGE, MEANINGS AND BELIEF

New Ingredient (33.33%), Bitter Taste (33.33%), Nice Aroma (33.34%)

INTEGRATION PROCESS

ATTITUDES AND INTENTIONS DECISION MAKING

Favourable(66.67%) , Experiment (33.33%)

Purchase- 1007%

STORED KNOWLEDGE MEANING AND BELIEF

MEMORY

COGNITIVE PROCESS

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ON

ESCRIPT OF APPROPRIATE PROCEDURE FOR BUYING A BRU COFFEE

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Enter the Mom and Pop shop

Asked for household products

Asked for a strong coffee brand

Salesman told about Bru

Checked the ingredients and price

Compared it with the preferred brand

Choose to try the new coffee

Went to cash counter

Pay the bill


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TW

OSCRIPT OF APPROPRIATE PROCEDURE FOR BUYING A BRU COFFEE

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Enter Star Bazaar

Went to Beverage Department

Looked for Coffee products

Remembered the jingle of Bru

Looked for Bru

Decided to buy it

Went to the cash counter

Pay the bill


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TH

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SCRIPT OF APPROPRIATE PROCEDURE FOR BUYING A BRU COFFEE

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Enter Mom and Pop shop with Mom

Saw the Point of Purchase display of Bru

Remembered the ad of Bru

Decided to buy Bru

Went to cash counter

Pay the bill


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TYPES OF COGNITIVE LEARNING

Accretion• HUL Co.• Strong taste• Jingle• Famous in South• Price

Tuning• About Brand

• Trusted Company• Famous in South• Jingle

• About Coffee• Chicory• Strong taste• Aroma• Affordable Price

• Activated Sense• Feel Refresh• Feel Alert

• Packaging• Jar• Sachet• Packet

Restructuring• About Brand

• Famous in South• Trusted Company

• About Coffee• Strong taste• Good Aroma

• Variants• Cappuccino• Vanilla• Choco Crème• Strawberry

• Activates Brain• Feel Refresh• Alert

• Packaging• Jar• Sachet• Packet


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Level of Product KnowledgeMore abstract Less abstract

Product class Product form Brand Model/feature

Coffee (100%)

Beans (66.67%)

Tata Tea (50%)

Bru(100%) Nescafe(100%)

Ground (100%)

Tata Tea (100%)

Bru(100%)

Jar: 100 gm, 200gm (100%)Packet: 11.5gm, 25gm, 50gm, 500gm (100%)Variant: Instant (100%), Cappuccino, Berry Black, Moca ber, Caramel, Mocha (33.33%)

Nescafe(100%)

Jar: 100gm, 200 gm (100%)Packet: 10gm, 25 gm, 50 gm (100%)Variant: Classic, Sunrise – Premium and Special (100%)Cappuccino, Chow Mocha,Vanilla Latte (66.67%)

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Bundle of Attributes

Price

Ingredient

Packaging

Flavour

Taste

Smell

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TYPES OF PRODUCT KNOWLEDGE

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Means-End Chains OF PRODUCT KNOWLEDGE

BATCH 2009-2011 STEVENS BUSINESS SCHOOL

Attributes

• Concrete

• Abstract

Functional

Consequences

Psychosocial

Consequences

Values

• Instrumental

• Terminal

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MEANS END CHAIN• DIRECT ELICITATION• FREE SORT TASK• TRIAD TASK

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DIRECT ELICITATION

• Product Form• Price• Ingredients• Brand• Size• Availability• Variant• Packaging

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FlavourAvailability

• Nescafe

IngredientsAromaTaste

• Tata Coffee• Bru

FREE SORT TASK


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TRIAD TASK

• Bru and Nescafe• Tata Coffee

POP : Taste, Variety of Flavours POD : Availability, Strong Aroma

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KEY ATTRIBUTES CONSIDERED BY CONSUMERS

• Aroma• Flavour• Availability

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LADDERING - FLAVOUR

• You said that the Flavour in Coffee is important to you in deciding what brand to buy? Why is that?

Because I like Strong and Dark Coffee.(Psychosocial Consequences and Concrete Attribute)

• Why is it important to have Strong and Dark Coffee?Because it keeps me awake and alert and so that I

don’t feel sleepy while doing CB Course Project .(Functional Consequences)

• Why is it important to remain awake and alert?So that I can work passionately.(Psychosocial Consequences)

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FLAV

OU

R• Why is it important to be passionate about work?Because of this I’ll be able to work efficiently and give better

result.(Instrumental Value)

• Why is it important to give better result?So that everybody will appreciate my work.(Psychosocial Consequences)

• Why is it important to get appreciation from everyone?Then I’ll feel I am on the top of the world.( Terminal Value)

• Why it is important to feel that?Because that will make me feel confident about myself. ( Psychosocial Consequence)

Why it is important to feel confident about yourself?That’s it !!! ……………….

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• You said that the Aroma in Coffee is important to you in deciding what brand to buy? Why is that?

Because it brings a smile on my face.(Psychosocial Consequences)

• Why is it important to you to bring smile on the face?

Because it refreshes me.(Psychosocial Consequences)

• Why is it important to you to get refresh?Because it will then activate my senses.(Functional Consequences)

• Why is it important to you to activate your sense?So that I can think about new ideas. (Psychosocial Consequences)

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• Why is it important to you to think about new ideas ?So that I can represent myself as innovative person.(Instrumental Value)

• Why is it important to you to represent yourself innovative?

So that I can differentiate myself in a crowd.(Instrumental Value)

• Why is it important to differentiate yourself in a crowd?

So that I can capture the attention of everyone. (Psychosocial Consequence)

• Why is it important to capture attention of everyone?Because it gives me determination to do better work.(Instrumental Value)

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• Why is it important for you to do better work?

Because it will give me social recognition.(Terminal Value)

• Why is it important for you to get social recognition?

I don’t know!………………..

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AVAI

LABI

LITY

• You said that the Availability in Coffee is important to you in deciding what brand to buy? Why is that?

So that I don’t have to wander around to buy the product.

(Functional Consequences)

• Why is it important to you to not to wander around?

Because it will help me to save time.(Functional Consequences)

• Why is it important to you to save time?So that I can get back to my home early and

spent more time with my friends.(Psychosocial Consequences)

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LABI

LITY

• Why is it important to spent more time with your friends?

Because I like to be with them.(Psychosocial Consequences)

• Why do you like to be with them?Because it gives me pleasure. (Psychosocial Consequences)

• Why is it important to you to get pleasure?So that I can remain cheerful every time.(Terminal Value)

• Why is it important to you to remain cheerful?

Because cheerfulness gives me good health.(Instrumental Value)

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LABI

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• Why is it important to you to remain in good health?

So that I can remain physically fit.(Terminal Value)

• Why is it important to you to remain physically fit?

So that I can look attractive.(Psychosocial Consequences)

• Why is it important to you to look attractive?Because this makes me feel good about me.(Terminal Value)

• Why is it important for you to feel good about yourself?

That’s it !!! ………………BATCH 2009-2011


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• A MEC Model of Consumers’ Product Knowledge

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Attribute

Functional Consequence

Psychosocial Consequence

Value

Flavour

Alert and Active

Work Passionately, Appreciation from others, Feel Self confident

Work efficiently, to be at the top of the world

Availability

Saves Time

Quality time with friends, Pleasure

Cheerfulness, Physical fitness, Self appreciation


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• A MEC Model of Consumers’ Product Knowledge

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Attribute

Functional Consequence

Psychosocial Consequence

Value

Aroma

Activates Senses

Refreshening,

Social recognition, differentiation in the crowd, Determination to better work


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e Za

ltm

an M

etap

hor

Elic

itat

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Tech

niqu

e in

terv

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Pre-interview instruction

Storytelling

Expand the frame

Sensory images

Vignette

Digital image

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PRE-INTERVIEW INSTRUCTION

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The

Zalt

man

Met

apho

r El

icit

atio

n Te

chni

que

inte

rvie

w


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STORYTELLING

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The

Zalt

man

Met

apho

r El

icit

atio

n Te

chni

que

inte

rvie

wRELAX

CELEBRATION

GET TOGETHER

DELHI TRIP

COLD WINTER DAY

SUCCESSFUL TASK

ACTIVATES BRAIN

CHEERFUL


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EXPAND THE FRAME

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The

Zalt

man

Met

apho

r El

icit

atio

n Te

chni

que

inte

rvie

wVOLLEYBALL

MATCH

CELEBRATION

MY HOMESTATION

HOT SPRINGS

AEROPLANE FLYING


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The

ZMET

inte

rvie

wSENSORY IMAGES

AROMA: BABBLE

TASTE:

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The

ZMET

inte

rvie

wVIGNETTE

Hey Frenz! I am Bru Coffee. Your instant friend is now on duty. Just open the packet, add milk and sugar to me and I am prepared to as quickly as you desire. I am a companion for good time, happy time, success time, lovely time, relax time, bad times, idle time, sleepy time, exhaustive time, lonely time….

My favourable taste and strong aroma activates the nodes of your senses and again you become a new, improved, refreshed and enthusiastic star. …

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The

ZMET

inte

rvie

wDIGITAL IMAGE

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4

2

56

1

2

3 7


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MEC

& Z

MET

MEC

• Aroma• Flavour• Availability

ZMET• Association with Self esteem, Socializing,

Happiness

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A Basic Model of Consumer Product Involvement

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Cons

umer

Pro

duct

Invo

lvem

ent Consumer

Characteristic• Young, Self Confident,

Passionate, Socialising, (100%)

• Achiever (33.33%), Strivers (66.67%)

Product Characteristic• Strong Taste• Price• Strong Aroma• Variants• Packaging

Situational context• Free samples• Sales promotion• Celebrations• Less time to decide

Intrinsic Self-

relevance

Situational Self-

relevance

Involvement

• Affective responses & activated knowledge about attributes, consequences and valuesInterpretation &

integration process

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EXPO

SURE

TO

INFO

RMAT

ION

• Intentional exposure: 33.33 %• Accidental exposure: 66.67 %

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VARIATIONS IN COMPREHENSION

Highly Automatic

Shallow

More Controlled

Lower recall

Deep

Less elaborated More elaborated

Greater recall

Automatic Processing

Levels

Elaboration

Memorability

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LEVELS OF SPECIFICITY OF AN ATTITUDE CONCEPT

BATCH 2009-2011

Beverage

Tea Coffee

InstantNescafe

Tata

Bru

Simple

Alone

With Friends

At my home

Expresso

Beans


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SALIENT BELIEFS ABOUT AN OBJECT & ATTITUDE TOWARDS AN OBJECT

BrandPrice

IngredientPackaging

FlavourTasteSmell

Activates Senses

RejuvenateStress BusterAlertValue

Satisfaction

RelaxPersonal

Satisfaction

Confidence

PriceBrand

IngredientPackaging

FlavourTasteSmell

Attitude towards

Bru

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∑Ao =i =1 i

b e

Where,Ao = Attitude towards the objectbi= strength of the belief that the object has attributes ei= evaluation of attributen = Number of salient belief about the object

Multiattribute Attitude Model

i

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BRU A0 = 90

Strong tastebi= 8ei= 2

Total= 16

Ingredientbi= 6ei= 2

Total= 12

Packagingbi= 9ei= 3

Total= 27

Varietybi= 7ei= 3

Total= 21Pricebi= 7ei= 2

Total= 14

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NESCAFE A0 = 103

Strong tastebi= 9ei= 3

Total= 27

Ingredientbi= 9ei= 2

Total= 27

Packagingbi= 7ei= 3

Total= 21

Varietybi= 7ei= 2

Total= 14Pricebi= 7ei= 2

Total= 14


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BATCH 2009-2011

Problem Recognition

Search for Solutions

Evaluations

Purchase

Post Purchase Use and Re-evaluation of Chosen Alternatives

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Freshness (66.67%), Fun(33.33%)

Tea, Coffee, Cold drinks

InstantStrong Taste and Aroma

Limited Time

Purchase Bru – Single serve package (new variant)

Liked (66.67%), unlike (33.33%)


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FORMING A CONSIDERATION SET OF BRAND CHOICE ALTERNATIVES

BATCH 2009-2011

All Brands in product class

Familiar Brands

Evoked Set

Nescafe BruConsideration Set – Bru

and Nescafe

Unrecalled Brands

Tata tea Coffee


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EFFECT OF INVOLVEMENT AND PRODUCT KNOWLEDGE ON CONSUMERS’ PROBLEM SOLVING PROCESSES

High Involvement, High Knowledge

BATCH 2009-2011

• Choose best product: optimize satisfactionBasic Motivation

• Obtain desired value satisfactionEnd Goal

• Complex Hierarchy, Clear, well-defined sub goals,

• Certainty about goalsGoal Hierarchy

• Several alternatives known and consideredConsideration Set

• Wide range of product knowledge is available for useChoice Criteria

• Limited (moderate) Problem SolvingDecision Process


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SECT

ION

3 BEHAVIOUR AND MARKETING STRATEGY

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ADOPTION/PURCHASE PROCESS

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Awareness

Interest

Evaluation

Trial

Adoption


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Measure Consumer Behavior

Consumption stage

Information contact

Example of behaviors

Purchase

Post purchase

Product contact

Transaction

Consumption & Disposition

Communication

Funds

Store contact

Types of behavior

Pre purchase

Sales PromotionWOMAdvertisement

Tell others about product

Take product at home

Locate outletEnter Outlet

Cash in Hand

Obtain Product

Consumption


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FACTORS AFFECTING INFORMATION SEARCH BY CONSUMERS

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Market Characteristics• No. of Alternatives INCREASE• Price Range NEUTRAL

• Information Availability INCREASEProduct Characteristics

• Price NEUTRAL• Differentiation INCREASE

Consumer Characteristics• Learning & Experience DECREASE• Social Status NEUTRAL• Age and Household Life Cycle INCREASE• Product Involvement INCREASE• Perceived Risk INCREASE

Situational Characteristics• Time Availability INCREASE• Purchase for Self NEUTRAL• Pleasant Surroundings INCREASE• Social Surroundings DECREASE• Physical/ mental energy INCREASE

INFLUENCING FACTOR INCREASING THE INFLUENCING FACTOR CAUSES SEARCH TO:


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THE PROCESS OF CLASSICAL CONDITIONING

Unconditioned stimulus Unconditioned response

Unconditioned stimulus -

Commercials in TV serials

Neutral stimulus-Product Song/

TaglineUnconditioned

response

Conditioned stimulus

Conditioned response –Feelinf of

Friendship and Happiness

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OPERANT CODITIONING

Sales Promotion Technique• Free Sample• Purchase of Product

Entry into store• Display ad• Purchase in Store

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10.1

Information about consumer’s affect,

cognitions, behaviors

Marketing Mix stimuli placed in the environment

Influence consumer’s affect

and cognitionsInfluence overt

consumer behavior

Consumer research data

Sales, market share data

Approach to influencing Overt Behaviors

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Strategies Designed to Influence Overt Consumer Behavior

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SECT

ION

4 INTRODUCTION TO THE ENVIRONMENT

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Anal

yzin

g Si

tuat

ion

1SITUATION 1• Lazy – Exhausted• Environment: in the classroom, attending

session• Goal: To get Rejuvenate• Affect/Cognition: Feeling Sleepy but want to

get alert• Behaviour: Went to Canteen, ask for coffee

and go back to the class

SITUATION 2• Friends – Ge togather• Environment: Enjoyment, fun time, Noisy

envt.• Goal: To Spent quality time and get pleasure

and collect some memories• Affect/Cognition: Happy and excited to be

with friends• Behaviour: Prepares coffee and Snacks for all

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Situations Generic Behaviour

Specific Behaviour and Environment

Information Acquisition

Information Contact

CommunicationTV ads, WOM

Shopping Store ContactProduct Contact

P-o-P displayComparing Brands

Consumption Use Haves the coffee

Disposition Disposal Reuse - Flavour Lock Packaging

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FIVE GENERIC CONSUMER SITUATIONS


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Cultural meaning in social and physical environment

Marketing strategies

Fashion System

Other Instituto

rsCultural meaning in Product and

Service

RitualsAcquisitionPossessionExchangeGrooming

NurturingPersonalization

Divestment

Cultural meaning in Consumer

Social Interactio

n

Intentional

Actions

MODEL OF CULTURAL PROCESS

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13.1

Demographic Characteristics Subcultures

Age 21 – 26 yrsReligion Hindu

Race AsianIncome Level -Nationality Indian

Gender Females (66.67%), Males (33.33%)

Family Type Parents and two kidsOccupation Students

Geographic Region Ahmedabad

Community Thaltej (33.33%). Maninagar(66.67%)

BATCH 2009-2011

TYPES OF SUBCULTURE


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TYPES OF REFERENCE GROUPS

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Types of Reference

GroupsKey Distinction And Characteristics

Formal/InformalFormal Reference groups have clearly specified structure, informal groups do

not.

Primary/Secondary

Primary reference groups involve direct, face to face interaction; Secondary

groups do not.(Family and Friends)

MembershipPeople become formal members of

membership reference groups

Aspirational People aspire to join or emulate aspirational reference groups

DissociativePeople seek to avoid or reject

dissociative groups


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EFFECT OF PUBLIC-PRIVATE AND LUXURY-NECESSITY DIMENSIONS ON

REFERENCE GROUP INFLUENCE FOR PRODUCT AND BRAND CHOICE

BATCH 2009-2011

Public necessities

Public luxuries

Private necessities

Bru Coffee

Private luxuries


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First timedrank coffeeof vendingmachine

Trip to Delhiin December

Socialising Fun time

NescafeStallNescafeVending

Machine

Jains do notpreferA root plantChicory

Love to haveit anytime!Addiction

SelfAppreciation

Brings Smileon face

StrongAroma

TinglingSensation

Hot Coffee

Famous inSouth india

Appreciationto reach to

the top

Increaseconcentration and workefficiency

Helps tokeep Awakeduring exam

Strong Taste

Instantcoffee

CoffeeGround

I love thepink colour

Saw the newflavour -

Strawberry

Cheerful Newness tolife

Affordableprice Small SKUs

Revitalisation StressBuster

Energetic

Alert

Bad forHealth

Bitter taste

JingleTagline

Bru coffee

Product form

Last timebought fromStar Bazaar

Variants

Packaging

Feel goodfactor

Caffeinecontent

FriendsGet-together


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SECT

ION

5

CONSUMER ANALYSIS AND MARKETING STRATEGY

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DES

IRED

STA

TUS

• Repositioning: A companion not just associated with

happiness but also with self confidence, self appreciation , self recognition.

• Re-launch the various flavours of Bru Coffee as companion for different affective responses.

• Introduce the whole range of Bru Coffee as “Café in your own Home”

• Remove the node of “Strong Taste” as one of the reason for low A0

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DES

IRED

SCH

EMA

BATCH 2009-2011

Self Confidence

Availability at allplace

Hifh Concentration Rejuvenating

Regular user

Cafe latte

Bru Strawberry

Outing

Self appeciation

Bru Choco cafe

Achievement

Bru Expresso Happiness

Bru ( Original) Regular

Favourable Taste

Bru Coffee

Smell

Winter season

Various Flavours


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15.1

BATCH 2009-2011

Task In Market Segmentation

BRU COFFEE

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Segm

enta

tion Segment bases Categories

Geographical SegmentationRegion AhmedabadDensity UrbanClimate WarmDemographic SegmentAge 18+Gender Male, FemaleDisposable Income Rs. 1000 and moreOccupation Students, ProfessionalEducation Graduation, Post GraduationMarital Status Single, Married

Segmentation Bases for Consumer Markets

BRU COFFEE

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ket

Segm

enta

tion Segment bases Categories

Socio cultural SegmentationCulture IndianRace AsanNationality IndianSocial Class Upper and Middle ClassBehavior SegmentationMedia Usage TV, InternetLoyalty Status Intense LoyalUsage Rate LowUsage Situation Home, outing


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16.3

BRAND COMMITMENT AND PURCHASING PATTERN

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16.4

BRAND LOYALTY AND USAGE RATE

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17.1

Promotion

Strategy

Promotion Behaviour•Information Contact

•Word-of-mouth communication

Promotion Environment•Clutter•Level of Competition

Promotion Affect and Cognition•Attitude toward ad•Persuasion Processes


TYPES OF AFFECTIVE RESPONSE


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Promotion Strategy

Attitude towards Ad Catching Attention and elaborated comprehension

Persuasion process Focus on Central information

Information ContactFirst Accidental information

through TV and sales promotion tools which lead to

intentional search

Word of mouth communication

High WOM; high visibility at each and

every component of environment

Clutter Growing no. of promotional

strategy but Bru can differentiate by giving the information of its variant

Level of Competition Intense competition

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Higher Involvement

with product or message

Attention

• Focus on central, product-related information

Comprehension

• Deeper thoughts about product attributes and consequences

• More Elaboration

Persuasion

• Product beliefs• Brand attitude• Purchase intention


Lower Involvement

with product or message

Attention

• Focus on peripheral, non product-related information

Comprehension

• Shallow thoughts about non product attributes and consequences

• Low Elaboration

Persuasion

• Non Product beliefs• Attitude toward ad• Brand Attitude• Purchase intention

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17.3

TWO ROUTES TO PERSUASION IN THE ELM


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Like Neutral Dislike

Buy regularly

Buy Occasional

ly

Never Buy

ATTITUDE TOWARDS OUR BRAND

PAST PURCHASE PATTERNS OF OUR BRAND

TWO DIMENSION

Loyal to our brand

Occasional customers who are vulnerable to our competitors

Customers of competing brands who are vulnerable to our brand Forget it

Our regular customers who are vulnerable to

our competitors

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17.5

AN ANALYSIS OF CONSUMER VULNERABILITY

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17.6

THE MECCAS MODEL


Message Element

Consumer

Benefits

Leverage Point

Driving Force

Attributes

Functional Consequenc

es

Psychosocial Consequenc

es

Values


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17.6

BATCH 2009-2011


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19.1

BATCH 2009-2011

The Wheel of Consumer Analysis: Channel Strategy Issues


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Channel StrategyStore Image Assortment, Pricing

Store Atmosphere Physical Approach

Store Contact Visibility of the store ads, Style in department

Store Loyalty Reinforcing propertyStore Layout Grid Layout

In-store Stimuli P-o- p displays, signage, price information

Store Location Near-by store, superstores, chemist shops

BATCH 2009-2011


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***THANK YOU***

BATCH 2009-2011

Bru Coffee_CBMS Project

Documents

Transcript of Bru Coffee_CBMS Project