Supply Chain Management &Customer Relationship

Management

Introduction

The milk industry in India has been on a sturdy path of progression

since Indian independence

The milk production of India has grown from 17 million tonnes

(1951) to 132.43 million tonnes (2012-2013)

India is the world’s largest milk producer; accounting for more than

17% of the world’s total milk production

Amul ranks 15th among the top dairy organization in the world

Distribution Process

Supply Chain Management

Reverse Logistics

Codification of raw material in an easy to understand manner

Payment to the milk suppliers on time

Quality checks

Using technology to connect farmers with veterinary doctors

SCM Practices by Amul

IT integration and widening the reach of IT at village level

Active customer feedback and incorporation in improvement

Active involvement of GCMMF employees in all activities of the

member unions

Closer and deeper relationships with the business associates. i.e.

wholesales, and distributors

SCM Practices by Amul

Customer Relationship management

.Definition

.Need of CRM

.Importance of CRM

Sponsorships for Awards and Olympics

Talent promotions through events

Constant Feedback from distributors

Public awareness campaigns

CRM by AMUL

World Milk Day celebrations

In-store interactive celebrations on festivals

Information Technology Integration

Mobile App for consumers:

• Amul Store Locator

• Amul Explorer

CRM by AMUL

Project By

• Abhishek Shinde• Ashish Jain• Imad Sirkhot• Karen D’Souza• Ketaki Misra• Kirk Coutinho