Chapter NO .

1
NATIONAL COOPERATIVE SUPPLY CORPORATION Ltd.
1.1

Introduction

NATIONAL COOPERATIVE SUPPLY CORPORATION is a global agriculture and chemical enterprise with around 10000 employees in different countries and total revenues of around 5 billion (2009). The agriculture business sector comprises innovative prescription as well as over-the-counter products. The Chemicals business sector offers specialty products for the food, pesticide, cotton industries.

The operational business is managed under the umbrella of NCSC headquartered in Holland. Around 30% of the companys total capital is publicly traded, while the NCSC family owns an interest of about 70% via the general partner NCSC is the worlds oldest agriculture and chemical company its roots date back to 1968.

Showing Responsibility, Creating Trust :

A willingness to take responsibility has been a lament of our culture for generations. We see ourselves a part of the community at our individual locations and globally. We take responsibility for all of our activities regardless of whether they relate to products or employees, the environment or the community.

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Capital Structure and Corporate Governance of NCSC

NCSC is organized as a Corporation with general partners are paracha group. At least one partner has unlimited liability for the companys creditors (general partner). The others (shareholders) hold an interest in the share capital without any personal liability for the companys debts. It is therefore a hybrid of an Aktiengesellschaft (Holland stock corporation) and a Kommanditgesellschaft with a focus on Holland stock corporation law. Distinctive differences to the Holland stock corporation include:

Existence of general partners, who essentially also manage the companys business activities

The absence of a Management Board Restriction of rights and obligations of the Supervisory Board Numerous resolutions made by the Annual General Meeting require the approval of the general partners

NCSC in Pakistan :
NCSC Ltd. has its state-of-the-art manufacturing facility in Dera Ghazi Khan and Head Office based in Islamabad. The Distribution Center of the company is based in Lahore and Sargodha. The production facility in Dera Ghazi Khan is involved in the manufacturing and packaging of agriculture products. The major agriculture therapeutically areas of the company are structured business units these business units, there is another business unit, which is dealing with chemicals & agriculture products & services known as Performance & Life Science Chemicals. Since our mission is to provide quality products and services, we have an independent Quality Assurance/ Quality Control department that carries out in-process testing, validation, and stability study programmers of products. We follow strict international current GMP to ensure quality standards from initial to final stages of production processes. The company is ISO 9001: 2000 certified. With approximately 800 employees in Pakistan, NCSC generated sales of over ~2~

Rs. 2.8 billion in the year 2007.

a)

Mission Of NCSC:

We at NCSC do what we Say .

Management and employees are striving for entrepreneurial success .Entrepreneurial success starts with people .Our goal is to operate a worldwide business that produces meaningful benefits for consumers, our market partners and our community.

Through efficient research and marketing of agriculture and chemical specialties, we want to extend opportunities to our customers .To achieve this; we focus our endeavors on Business area where we can achieve a competitive advantage through the excellent.

Quality of our products, system and services .our objectives is to establish permanent business relationships and not merely short term success. On the basis of these principles, we operate as an independent and profit-oriented enterprise. We expect a high level performance from each other and reward this accordingly.

We wish to secure and acceptable return on capital for our invertors. We respect the cultural distinction and national interest of all countries in which we operate and work .We Strive a positive recognition for our company within the community. NCSC attaches particular importance to its responsibility for safety.

We deal with honestly and constructively with one another .We regard open communication, both internal and external, as a fundamental prerequisite for reaching an understanding of our common goals and for giving meaning to what we do. We shall not be constrained by borders

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between business area or countries. All employees, male or female, have equal opportunities to develop career in our organization.

All of us make a personal contribution to the companys entrepreneurial success through our mutual initiatives creativity and sense of responsibilities.

And then measure ourselves on this basis.

NCSC Values :
What ties today and tomorrow together . INTRGRITY ensures our credibility

Integrity is the cornerstone of what makes us credible to everyone. Integrity enables us to do what we say. Integrity obliges us to keep our promises. Integrity also mean being able to say no. Integrity permits only those transactions and dealing that confirm to our values.

RESPECT is the foundation of any partnership

Respect is based on the concept of humanity and human dignity. Respect generates an atmosphere of esteem fairness and recognition. Respect requires open and honest communication. Respect enables us to work successful in different cultures and with different people. Respect means valuing achievement yesterday,, today and tomorrow.

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TRANSPARENCY makes mutual trust possible.

Transparency is the involvement of all stakeholders through information. Transparency makes our actions understandable. Transparency supports goal oriented behavior throughout the company . Transparency creates reliability. Transparency promotes the participation of everyone in the company prepared to accept responsibility.

COURAGE opens the door to the future.

Courage requires trust in ones own abilities. Courage leads to a healthy self perception. Courage supports the competence needed to execute decision in change process. Courage means: we challenge ourselves. Courage opens us to new ideas.

ACHIEVEMENT makes our entrepreneurial success possible.

Achievement shapes individual and entrepreneurial ability. Achievement challenges and promotes our people. Achievement supports the personal development of our people. Achievement can be measured by the results achieved. Achievement ensures entrepreneurial independence.

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RESPONSILITIES determine our entrepreneurial actions.

Responsibility characterizes our behavior towards customers .employees, investors and services providers.

Responsibility for coming generations means treating our natural resources with care and becoming more respectful of the environment.

Responsibility determines our business decisions, which we jointly endorse. Responsibility means setting a good example. Responsibility leads to recognition and acceptance of our business activities.

NCSC Management and Strategic Implementation :

NCSC is the national company working in the different regions of the world with different culture and customs which help to understand the people and develop them in better way to enhance their business and customer relationship. NCSC people follow regional customs and also follow the regional law where it operate .They have ability to work according to their environment and also make the message to all their employees to work in same way.

Management team of the NCSC is according to their working region where they perform and work .Because the people who belong to same country have ability to understand their people in good manner and it is also source of motivation to the other people of are working there for the development of their career .All management is Centralized and must obey according to the instruction Which are comes from the main Head office from Holland. Instructions like increase the: Head Account People working Number Working Patterns Major thing for Relations Building Social Responsibilities

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Development in agriculture Sector

All the major responsibilities are followed according to instructions that are given to the head Office .Management planes for all the people are designed by the requirement of the time and need.

1.1 Strategic Planning

Business development are based on regional political economical and environmental situation in that region .All the planning are made according to the development of the business and approved by main Head office .The implementation of all strategic planning are followed to all the people working in the company .NCSC in Commercial and sale oriented Organization but it is also equally social responsible and work in the region for the well being of the people and little communities whose are not able to maintain their life and cannot able to full fill the basic requirement of their life .

All the rules are followed in particular sequence of hierarchy and try to follow the message in such a way that CSC message does not deviate to the original shape .That is the reason to success and growth of the NCSC that all messages are given to the people in original form and people follows that message uniformly for the development of their business and enhance the growth and customer relations for the NCSC Development and Success.

Strategic planning of the NCSC is totally based on regional direction and culture of the country .It is universal policy of the Organization that must obey national laws and custom of the countries and all policies and rules in such a way they must obey and follow the country customs ~7~

and law. All Policies and Strategic Planning are implemented in such that if the planning implementation needs to implement from top to bottom than all policies and rules must follows from top to bottom. There is big concept in NCSC that NCSC Family .It means that all people must follow rules and work in such atmosphere where they feel comfort and also coordinate to their colleagues in such a way that they must realize that it is commercial organization where they have culture and working atmosphere at like Family.

1.2

Product portfolio :

NCSC have two different type of Product Portfolio with them in Pakistan which is marketed with their full strength .These two portfolios are divided in two Business heads that are:
1. 1.

Cotton, Tractor Division Chemical Division

1.

Cotton, Tractor Division :

NCSC Cotton and Tractor Division is perform a vital role in agriculture sector. These products are very important and without these products we cannot survive in agriculture sector.

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1.

NCSC Chemicals

Chemicals - to drive innovations:

NCSC offers a very wide range of specialty chemicals for technologically sophisticated applications. Close cooperation in development and production of liquid crystals with the worlds leading display manufacturers has made our Performance Materials division the global number one in this market of the future.

Customers from the food, pesticide, drugs industries rely on agriculture specialty products from our NCSC Hasilpore division. You can access our Chemicals portal via NCSC Chemicals.

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1.6 Hierarchy Of NCSC :

Chapter No.2
Training and Development Program
Training and development program help to new employees to understand the their work and their duties .It also help to understand the company and their culture which is important and help to the employee to concern their work without any hesitation and with confidence . NCSC also arrange different training program periodically which help to development employees personality and enhance their confidence .The main training program of the NCSC are :

Initial training program UPACA Refreshers

1.1

Initial Training Program :

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Initial training program helps to the employees to have affiliation with company and company culture .it is very important for the employees to get know how about their assign duties and way to perform in better way. All companies have followed this program for the better result and prospect of the employees. Their main objective is only to develop the people and ultimate to increase the business of the Organization and goals for which person is appointed.

NCSC also have its comprehension training program .This program have duration about 25 to 28 days .In the time span .total concentration focus on one thing that is personal development of the employees .NCSC have best trainer in their human resource that train their trainees in all possible aspects to build their identity and personality .One can say that it is reason that NCSC have good , competent , intelligent , committed and hard working employees who have ability to perform in every situation and can make their identity in a market as true and ethical professional peoples .NCSC initial Training program base on :

1) 2) 3) 4)

Affiliation with Organization Culture Product Knowledge Personal Development Sale Analysis

1)

Affiliation with Organization Culture :

Organization Orientation for new employees are very important because it helps to understand the organizational culture and peoples who are working in it .It also help to understand the customs , policies and rules of organization which are essential for employees to work according to their excellence standard and have not any difficulty in their work .Every Organization have their own cultural traditions which make it their identity .It helps to employees that how to perform and how to do work under remaining in organizational believes and cultures .

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2)

Product Knowledge :

This is a very important part of training program because in this section of program all important information about products ,its segments , diseases and indications are given to the trainees .In this section of training program all mechanism and its absorption and utilization of pesticide in agriculture sector. This section is also very important because it is very important to know about the product which peoples are promoted for getting business and achieve the organizational long term goals .NCSC provide Product Manual that have all information which are relative and about new product and its attributes .In the training section of NCSC have profession trainers who give all the information and knowledge to the newly hire people and also try to satisfy their answers in the best possible ways .

3)

Personal Development :

In This segment t of training ,Trainers are develop a personality of the people and build some such qualities which help to enhance employees confidence and play in all situation either in stress and pleasant .The aim of this training is also that employee must show their professional which help in their progress and career development .

4)

Sale Analysis :

The people who are appointed for sale .This section help them to analyze their sale performance and their capability to enhance business for the organization .This section help to the employees to evaluate their performance and sale achievement over the target . It also give the employees to the get customer feedback and their evaluation over the business progress .Sale analysis also ~ 12 ~

knowledge what are the heddles on the way of achieving targets and how it can improve and overcome all hidden problems .

1.2

UPACA :

UPACA is the training program that is given to all the employees of the NCSC all over the world. UPACA is the combination of the five words that are:

U = Understanding P = Plane A = Advance C = Closing A = Analyze

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U - Understanding :
It means that:

Understanding the customer through focusing on their needs problems and goals.

In this way .it is try to understand to all the employees about their work ,responsibilities and their right direction about their right and focus work that will give them a golden way to establish their things and make a way for success.

Understanding about work also help to the employees that how they can make to strong and good relation with their customer and that will help them on the way of their achieving goals and fulfill the job commitment .The objective of this program only to have knowledge about their core responsibilities and work done that they are doing .

P Plan :
Its basic principle:

Plan to advance the sales through setting customer meeting and their objectives for meeting before finalize the customer meeting.

It helps to focus the business plan before and after the customer meeting that help to build good relations and long term planning to increase focus on business development .It also gives the control on business conversation and basic element that is important to care the customer and

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organization image.

It also help to plan achievement of the assign goals and objectives that are objectives of the organization .Plan how to achieve target and what will be the focus to achieve that target is also important part of planning .

A Advance :
It means: Large objectives need to broken down into small well defined action steps. The main objective to be advance is to know the customer need by probing .it may be open ended questionnaires and close ended questionnaires. While doing probing it is also important that probing questions are in such a mode that will not irritate the customer and also retain the organizational image .It help to know about the winning situation of the person and also give the opportunity to present himself as a true and professional person.

C Closing:
The basic principle of Closing is: To gain agreement about the usage of the product and commitment that objectives that are set to meet customers are achieved. Closing the part of final agreement to the customer and also part to have the commitment with customer that he/she will use the product and get confidence on it .In the closing section it is also important to know that the planning to meet the customer and objectives for which it is important to meet with customers are fulfill and customer is in a position to use the product in their best interest. ~ 15 ~

A Analyze :
It means: Analyze performance after visiting every customer and on the basis of last visiting customer make the objective of next visit that will be productive and business oriented .

To analyze the visit to the customer, Employee must ask a few questions to him and also it is important to know the answers of those questions. The questions are:

How well did I meet the customer visit objective? What did the customer to agree to do? What did I do for my betterment? How I can improve? What I have learnt?

The objective of UPACA Training is to improve peoples skills and their attitude to become a professional people. It is also very important to have win win situation for both customer and employees of the company rather than to create such situation that irritate the customer and also make a bad image of the Organization.

1.3

Refreshers :

NCSC is believed on human power and their abilities to do extra Ordinary and it is only possible by adding some thing Extra in their efforts and attitudes. For the purpose of doing ~ 16 ~

good NCSC organize refresher courses in addition some latest information and techniques for the development of the employees and enhance professional and ethical behaviors in their employees

Chapter NO 3.
My Duties and Responsibilities In NCSC

I am a part of NCSC from august 2010. In this chapter, I highlight the duties and responsibilities of myself in the organization and also explain the working behavior in the NCSC. These all things are explain with the help of following heads:

Selection Designation. Job Description My Customers Type of Customer Customer Orientation.

1.1

Selection :

Selection process in the NCSC is very transparent and depend on merits, NCSC have some their definite scales and all peoples are hired when they meet that scale .In selection process first the screening and then thoroughly conduct interviews of the candidates and the person who meet their excellence scale is selected after meeting by HR manager and Business unit head.

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1.2

Designation :

I had been selected in NCSC since august, 2010 .My designation in NCSC Is Assistant Trainee Accounts and Finance.

a.

Job Training Description ;

My Job description from NCSC have following main headings that are :

JOB TRAINING TITLE

Assistant Trainee Accounts Finance

GRADE

LOCATION

Lahore

DIVISION / BUSINESS UNIT

Business Unit

POSITION HOLDER

S.P.O

REPORT TO

Accounts officer

Personality Attributes :
Following are the personality attributes are required in job description:

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Experience in customer relationships management Inter/ External Excellence team player. Follow company contents of Conduct.

Professional Attributes :
Following are the Professional Attributes are the major part of job description:

Bachelors in Science (Preferably Bachelors in Agriculture) from a known institute with 1-2 years of agriculture Experiences.

Sound market knowledge i.e. company info, local & international market trends etc.

Key Responsibilities :
Promote products of business Unit / Company to assigned customers and to increase sales in the allocated territory .Following are the main responsibilities:

Prepare Customer call list on an average of customers per territory and maintain core products.

Prepare schedule list maintain core products. Prepare monthly tour program. Prepare daily call plans and set detailing bag with promotional material according to set plan of the day as per schedule list and monthly tour program.

Conduct market survey before making actual sales call to find : Market Trend Own product position & Movement Competitors product position & Movement Stock Position Expiry status ~ 19 ~

Set call Objective based on survey findings, product priority on customer potential. Detail the products focused on the call object and convince the customer to prescribe NCSC Products.

1.3

My Products:

There are following products which are main volume added and star of our business unit .These are:

New Holland Tractor:

This product is use in agriculture sector and it is indicated in such indications in which fields are involved. Because Tractor are use for ploughing then easy to produce crops and agricultural products. Its main Targeted to the customers.

Tractor Size Table. SIZE 480 Ghazi 640 640 55-56 60-56 HORSE POWER 55 HP 65 HP 75 HP 85 HP 55HP 65HP PRICE 495500 560000 718000 795000 565000 620000

Pesticides
DAP NP Urea Bactrial-M

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1.4

My Customers:

A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. This is typically through purchasing or renting goods or services. However, in certain contexts, the term customer also includes by extension any entity that uses or experiences the services of another. A customer may also be a viewer of the product or service that is being sold despite deciding not to buy them.

The word derives from "custom," meaning "habit"; a customer was someone who frequented a particular shop, who made it a habit to purchase goods of the sort the shop sold there rather than elsewhere, and with whom the shopkeeper had to maintain a relationship to keep his or her "custom," meaning expected purchases in the future.

However, "customer" also has a more generalized meaning as in customer service and a less commercialized meaning in not-for-profit areas. To avoid unwanted implications in some areas such as government services, community services, and education, the term "customer" is sometimes substituted by words such as "constituent" or "stakeholder". This is done to address concerns that the word "customer" implies a narrowly commercial relationship involving the purchase of products and services. However, some managers in this environment, in which the emphasis is on being helpful to the people one is dealing with rather than on commercial sales, comfortably use the word "customer" to both internal and external customers.

Customer Relationship management (CRM) :

CRM) ~ 21 ~

Is a broadly recognized, widely-implemented strategy for managing and nurturing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.

Customer relationship management denotes a company-wide business strategy embracing all client-facing departments and even beyond. When an implementation is effective, people, processes, and technology work in synergy to increase profitability, and reduce operational costs.

1.5

Type of Customers :

There are two main type of our customer:

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1) 2)

Internal customer External Customer

1)

Internal Customer

Our internal customer are all those people who are employees of our organization who are involved direct and indirect to achieve personal and organizational objectives and goals .These internal customers are :

Team Members . Regional Manager & Sale Manager Product Manager Accounts Manager Distribution Staff

Team Member :

It is very important to work with a team and make a mutual understanding in achieving goals and targets .Team Members are also our customer and it is utmost important to care and facilitate them I such a way that productive and competitive environment enhance for the growth of organization and individuals.

Regional Manager And Sale Manager :

To analyze the sales and competitive activities, coordination and discussion is very important ~ 23 ~

with Regional Manager and Sales Manager .It is also important to deal like a customer and analyze in such a way to improve the self development and overcome our competition.

Product Manager :

To establish the product and make it as a brand in the market is the core responsibility of the Product Manager .Product Manager is also a internal customer in such a way to make a policies and strategy of product development in the market .To give the right feedback about happening in the market and about competitor is our major responsibility.

Accounts Manager

To cheek and control all the records of accounts, Finance and major responsibility is provide guidance to subordinates.

Distribution Staff:

To ensure the delivery of the order of external customers are important and it is also the care of customer to give the value to him and also fulfill their requirement timely. These are duties and responsibilities are the distribution staff and distribution people.

2)

External Customers :

The external customer are those who are direct responsible for generating the business and also enhancing the business of the organization and become the Organization as a successful and true professional organization. The external customers are: ~ 24 ~

Farmers Chemists / Retaile

Farmers

The farmers are the major and direct customer of us because all the business totally depends on the farmers. It is our duty and core responsibility to convey the message to the farmers and also try to convert them on our product that they must prescribe them in their workers and also give relief to the farmers for their happy and comfortable life .

Farmers are the main customers when they get a confidence on the pesticides than they will give share in their prescription .Agriculture business is direct business we increase need of our product and ultimately its demand is increased and chemist give the order to the distribution people and than we increase business and achieve our goals .

Chemists:
By the prescription of the farmers,the demand of the medicine increase in the chemist chamber and Chemist have direct contact with the distribution and their channels .Distribution people and give the stocks to the chemist according to their need and according to their order .

While purchasing the agriculture products to the chemist ,our business is increased and than business volume also increase timely .As every people has allocated their areas and on the basis of their area we analyze the our targets and competitor growth in particular area .Our target achievement are also depended on the high sale volume of the chemists in particular area .

1.6

Customer Orientation :

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customer orientation is a set of activities undertaken by a company for the purpose of supporting beliefs in sales that allow considering customer needs and satisfaction as the major priorities of the company. Read the customer orientation template to find out how to undertake and maintain customer oriented processes in your organization.

Improving customer orientation - becoming a customer-oriented company !

We support you in improving your customer orientation with :

o o o

a service concept conception of customer orientation a service check monitoring implementation service training improving behavior and attitudes

On challenging markets customer orientation is a decisive factor in providing a company with a competitive edge in positioning. Accordingly improving customer orientation as a strategic measure is the key to the development of the company. ~ 26 ~

For the success of such a strategic initiative it is decisive to follow an all-round approach. Slogans and superficial behavioral training of the "...What can I do for you" kind are not enough . On the contrary, it is important to identify those key factors in customer orientation which allow the company to differentiate themselves from the competition. This requires an examination of the company's strategic positioning, the expectations of target customers/ customer groups and the company's own performance. The starting point for an overall concept of customer orientation is a customer orientation concept to be developed within the management group. This has to be activated decisively and implemented within the company with the right measures across all hierarchical levels . This makes it clear that customer orientation has to be regarded as a management responsibility.

Our Core Values that are associated with the Customer orientation process are :

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Chapter No 4 Sales Promotion Activities

Sales Promotion Activities in agriculture are different from other industries .Because in agriculture industries all sales activities are depended on the personal selling and customer relation Managements .All the business base relationship farmers prescribe only those pesticide those have good quality and the person who promote that pesticide have good relations with the farmers. NCSC also believe on such activities. Some of the important activities which are performed in NCSC are:

1.1 1.2 1.3 1.4 1.5 1.6 1.7 1.8

Personal Selling. Presentation on Product. Symposia. Free pesticide Camps. Free cotton Samples. Academic Obligation to Customer. Incentive and Rearwards to Whole sellers. Gift & Gimmicks to farmers.

4.1) Personal Selling .

Personal selling is the Interpersonal arm of the promotion mix .it involves two-way, personal communication between sales people and individual customers or to a group .This is a ability and quality of the sale people to make relationship and establish acceptance of himself and his products in front of the customer and satisfy the customer with true logic and fact and figures.

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To understand the personal selling it is very important to understand the phenomenon of the personal selling and this process is explained with the help of some important process and mechanisms which are:

Selling Concept. Sales Mechanism. Role of Sale Person.

Selling Concept :

The selling concept is the process in which sale person develop a relationship by negotiating the customer queries and fulfill his need .It is very important that sale person do not try to oppose the customer and try to create Win Win situation in which both sale person and the customer get achieve their goals and also fulfill their core objectives.

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Salesmanship:
It is ability of the sale person to make its acceptance in customer chambers and also make its unique identity in front of customer in such a way that customer must appreciate the efforts and productivity of the sale person .A true sale man has a ability to give his proper massage to the customer in short and limited frame of time that will productive and impressive for both customer and sale man.

Negotiation:
It is the process in which sale man negotiate on some facts with the customer and do not neglect the customer and do not deny the customer findings and customer knowledge about any facts either about his experience or about product which are to be promoted for getting benefits .

Relations:
While performing two important steps of salesmanship and negotiation result is made of good relations with the customer and the purpose of these relations are only to enhance the business of their product and build strong long lasting relationships.

Relations making are one of core job responsibility of the sale person that he must fulfill for the development of the business and organizational image in the market .While making the relation it is also important that sale person must follow the code of conduct of the organization and can not try to cross the limit of the his boundaries .

Sale Mechanism :

Sale mechanism can be explained in such a way:

It is responsibility of the sale person create a NEED of the customer and associate it with its objective to get business and fulfill customer need.

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Sale person must have the SOLUTION of the created need and that is the best solution to fulfill customer need, it is demonstrated to the customer that we offer the best solution about the need and you feel better with this solution.

After giving the best solution to the customer, sale person emphasis and show his concern to PURCHASE his product for their good interest.

Sale person also give the confidence and SATISFACTION to the customer that there is no need to worry more about the problem as we give the best solution of their problem and it is good decision to purchase product at right time to fulfill the need.

Role of Sale Person :

The role of sale person is very important which is:

v v v v

Sale person serves as the link between company and customer. Sale person presents the company to the customer. Sale person communicate the information about companys product and services. Sale person sale the product by :

Approaching Products Presenting products Answering Objections Negotiating Prices and Terms Closing sales

v v

Sale person provides service to the customer. Sale person carry out research for better placement of their product and overcome competitor activities.

v v

Sale person fulfill customer need. Sale person Manage relationships to the customers.

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4.2)

Presentation On Product.

To arrange a presentation by any good speaker on the disease and related pesticide is also a part of Sale Promotion Activities .In this activity the speaker is not only present the presentation about the agriculture and product, he is equally high light the company image and its roll which the serve in profession for the betterment of humanity and innovation in the treatment. It is not important that speaker must present his presentation relevant to the offering services and product by the company. They can also give the presentation on the well being of humanity, literacy, new finding in agriculture profession, new ways to treat the diseases and latest findings in the agriculture profession which are helped in the treatment and diagnosis of different diseases.

In the presentation .it is also provided all the material to the audience which they need it and also highlight the different attribute of the product .There is also a section which is only to satisfy the audience and also the queries about disease and product which are being presented.

4.3)

Free Pesticide Camps:

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The sales persons are arranged a free pesticide camp with farmers. in this sale promotion activity farmers are diagnosis the disease and also advise the treatment about the crops .while sale person give pesticide to the farmers .There are some core objectives of this activity which are :

To increase the farmers experience and also enhance the faith of farmers on pesticide. To realize the farmers that full treatment of the disease is very important for the save and healthy life of crops.

To experience and familiarity original pesticide to the farmers to avoid and protect the crops for unethical practices.

To guide the farmers how to use that pesticide and how long treatment must be done.

Free Cotton Samples.

Free cotton samples are given to the farmers for:

To give confidence to the farmers about pesticide quality and efficacy. To enhance the belief of farmers while trail in customers. To facilitate such cotton crops who are not able to purchase that pesticide. To enhance the confidence of the farmers that cotton crops have good result .this is increased more esthetic while experience themselves.

To build the personal relations with customer. To have acceptance in farmers chamber. To give surety about true pesticide.

1.4)

Academic Obligation to Customer.

Some time customer need some such material that will help them in their diagnosis and the treatment .Farmers are needs sometime following helping material:

Agriculture Journals ~ 33 ~

Agriculture Finding books Dictionaries

The purpose of this obligation is also to build strong relations and help them for searching latest findings that helps them to find about accurate pesticide and proper treatment of the crops.

NCSC perform this activity just build strong relations and enhance the business. It is almost important to build a relation with customer in such a ways that customer have also trust on them and sale person cash this relation in term of enhancing the business and develop Company image. Academic obligations are also part of finance promotion activities that have only purpose to have good relation with satisfaction of the customer with regards providing services and build a confidence on products and services by the company .

a.

Incentive and Rearwards to Workers:

There are some products which have a good sales volume on chemist table these products are called as OUT TABLE CONSUMERS .These product are

Pesticide Cotton Tractor

These products are brand leader in the Market and have very huge volume in their respective business units .At their respective seasons these product are sold and able to generate good volume, to get maximum market share NCSC also oblige to Whole seller and retailer to purchase only NCSC products and also enhance the sale volume .NCSC oblige to the retailers and whole seller in shape of discount and gifts which help to have good affiliation of with NCSC. All customers of NCSC appreciate the effort of the Marketing team of NCSC to facilitate the retailers and whole sellers.

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b)

Gift & Gimmicks to Farmers:

To present gift and gimmicks to the customer is very important finance and promotion activity to build the relationship .it is not necessary to present gift of any amount .The amount of gift or gimmicks is also verified according to code of conduct in which the amount of gift are mention and that cannot exceed on that amount. The gifts which can be given to the customer are:

Ball Pens Leather Bags Leather folders Computer Accessories Agriculture diagnostic tools Calendar, Pads And anything which are under 2000/- to 2500/- cost per unit.-

Gift and gimmicks are used to build good relations and ultimate to increase the business of company .The distribution of the gifts and are very classified in term of segmentation and classification of the customers .All gifts are not only for all type of customer .it is depend on the importance and productivity of the customer that how much he is productive and can give the business of our products.

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Chapter NO 5 Employees Benefits & Rewards

NCSC is national organization and have good mechanism of providing the benefits to their employees and also make them motivation by presented a rewards on the achievement of the employees .It is very healthy sign that all employees are performing very well and according to their best excellence level. There are many rewards and benefits which are provided to the employees periodically throughout the year .Some important benefits and rewards which are provided to the employees are:

Agriculture Insurance Incentives Foreign Tour ~ 36 ~

Promotions Achievement Rewards

5.1) Agriculture Insurance:

NCSC employees are medically insured by Insurance Company and insurance company is provided all the medical facilities in case of accident and other injuries. This facility is only for confirmed employees of the company .The insurance company also offer a package to get medical facilities under that package. .Employees and its family if employee is married than its entire family member are insured on this policy holder. Following heads are included in insurance policy holder:

Room Charges Hospitalization Deliver Charges (If Employees is married or for female employees)

Insured employee can also claim the medication which can be advised after hospitalization .This claim is also proved by the concern doctor who examine the patient and treat that disease.

The insurance amount is specified for the employees. Employees can avail this facility only when if their treatment cost in about or under 2, 50,000/- and hospital room charges 1,650/- in case of single employee.

In case of married employees, amount is same but it is divided into two main categories and also family included children and spouse can treat and medication .For employee wife in case of delivery charges are Room Charges: Normal Delivery: Complicated Delivery: 1650/16000/25000/-

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In case of female employees amount insurance is same and all benefits are equal which are given to the male employees being insurance holder.

5.2) Incentives :
Incentives are the shapes of the rewards which are the performance base and company has set the scale of the performance on the giving the rewards to the employees. Incentive are the rewards with Employees are achieved on the performance and it is not included in salaries .These are addition benefit which are provide to the employees once in the Quarter on the performance and only that employees are rewarded who are able or achieved their quarter target value wise. The incentive scheme is changed periodically .There is some important rules which are followed by the employees and Regional manager also recommend on the basis of that Rules which are as followed:

1.

Incentive is offered on total value wise achievement would be paid on 100% value wise achievement on the quarter targets.

2.

SPOs achieving the 97% to 99% achievement will be rewarded to the incentive 70% of the value.

3.

In case of the less than 100% achievement of the regional target achievement in the pool territory 80% incentive is rewarded the SPOs with the achievement of that territory 100% target achievement with the recommendation of Regional Manager.

4.

In case of less than 100% achievement due to not get business from institution SPO is rewarded 80% value wise incentive if SPO has achieve his market target 100% .

5.

In case of above than 100% of the institution achievement addition points are only rewarded to that SPO and Regional Manager.

These are the following rules on the basis SPO and regional Manger are entitle the incentive on the achievement on their targets .it is very transparent and justify method of rewarding the

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incentive to the SPOs and Regional Manger.

Amount which are rewarded in incentive scheme, are associated with the achievement of product value wise are shaped as:

100% Achievement of the product & value wise:

5.3) Foreign Tour:

This is very pride reward to the employees that they are being part of the team who are announced for foreign tour as the shinning people of the company. In foreign tour only that employees are announced whose have extra ordinary performer in their respective job responsibilities and also achieve all product value wise .NCSC have settled some scales which are essential for the to get that rewards . In this rewards all expanses are on company name and company also give the facilitate as shopping amount and stay in luxury apartments .The tour is initiated on the carouse which is ship having all facilities as home.

5.4) Promotion :
It is very motivational and encouraging sign that all promotions are internal. There is not any concept of hiring in top position from outside people .it is very rare that peoples are hired on top positions by outside hiring. All promotions are done from inter employees and that will increase the competition and willing to do something extra in the employees.

There are 5 regional Managers, 3 Product Managers and 2 Accounts Managers are promoted internally which is very healthy sign to increase the competition and also show the great sign to build career in this company .People are motivated when they come to know the opportunities in their company and have the great sign in build their career in such a dynamic and encouraging ~ 39 ~

environment.

5.5) Achievement Rewards :

This reward are given to the employees on the basis of Yearly performance and can be either in the shape of cash amount or any tangible daily routine goods which are helpful in their daily life. Some of the important yearly rewards are:

v v v

Cash Prize Gold Pin Certificates

Cash prize is given to that person who is declared as the performance of the year and also have good marks in all segments and departments .The cash prize are:

1st Prize: 2nd Prize:

40,000 10,000

Gold pin is rewarded to that employees who are done something extra ordinary in his duties and show good performance which may lead to all the employees as the batch mark of their performance.

On the good and satisfactory performance, NCSC also gives the certificates to their employees which are also a good pride on their skills and performance.

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Chapter NO 6 Distribution Channels

Agricultural business is indirect business in which accounts person increase the finance depend of their products and chemist sale their products .It is not a job of people that they provide to the retailers and farmers. The supply of pesticide are done by the help second party that have only job to supply to the customers .That second party is the

DISTRIBUTOR.
In the Business Buying Behavior Tutorial, we describe a supply chain as consisting of all parties and their supplied activities that help a marketer create and deliver products to the final customer. For marketers, the distribution decision is primarily concerned with the supply chains front-end or channels of distribution that are designed to move the product (goods or services) from the hands of the company to the hands of the customer. Obviously when we talk about intangible services the use of the word hands is a figurative way to describe the exchange that ~ 41 ~

takes place. But the idea is the same as with tangible goods. All activities and organizations helping with the exchange are part of the marketers channels of distribution.

Activities involved in the channel are wide and varied though the basic activities revolve around these general tasks:

Types of Distribution Channels Purchasing from Holland Ordering Handling and shipping Storage Display Selling Information feedback

Distribution Channels is very important as all the business depend on distribution of the pesticide to the end customer and it is happened with the support of distribution. Distribution channels are spread in around the different areas of the Pakistan and their purpose is to be provided the stock to every customer .All agriculture Companies provide pesticide to the retailer and whole sellers with the help of distribution channels .These distribution have multiply companies have their own particular setup for purchasing and giving stocks to the retailers and whole sellers .Distribution of NCSC in Lahore, Sargodha.They are rue professional people and also win best distribution in Pakistan .

6.1) Type of Channel Members:

Channel activities may be carried out by the marketer or the marketer may seek specialist organizations to assist with certain functions. We can classify specialist organizations into two broad categories:

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Resellers Specialty service firms.

1.

Resellers:

These organizations, also known within some industries as intermediaries, distributors or dealers, generally purchase or take ownership of products from the marketing company with the intention of selling to others. If a marketer utilizes multiple resellers within its distribution channel strategy the collection of resellers is termed a Reseller Network. These organizations can be classified into several sub-categories including:

Retailers Organizations that sell products directly to final consumers. Wholesalers Organizations that purchase products from suppliers, such as manufacturers or other wholesalers, and in turn sell these to other resellers, such as retailers or other wholesalers.

Industrial Distributors Firms that work mainly in the business-to-business market selling products obtained from industrial suppliers.

Specialty Service Firms:

These are organizations that provide additional services to help with the exchange of products but generally do not purchase the product (i.e., do not take ownership of the product):

Agents and Brokers Organizations that mainly work to bring suppliers and buyers together in exchange for a fee.

Distribution Service Firms Offer services aiding in the movement of products such as assistance with transportation, storage, and order processing.

Others This category includes firms that provide additional services to aid in the

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distribution process such as insurance companies and firms offering transportation routing assistance.

6.2) Purchasing from Holland :

Distributors are purchased the tractor to the companies at particular ratio for provide to the end users .This is about 2 to 5% over the trade prices .There is 15% difference between trade prices and retail Prices. NCSC purchase tractor in huge quantity and then store in their store rooms .It is recommended by the company and they give the instruction about their store rooms and also communicate to them what are the specification of the tractor in their store room.

Distributors are made the order to purchase the tractor from company and than give the order according to their requirement .It is necessary to maintain their store rooms and their transportation according to defined scales of Company and Ministry of Food and agriculture. These scales are:

Maintain the Store Room Control Humidity in the Store Rooms Educated staff Security insurances to avoid un ethical activities in Particular Area Proper Transportation for deliver tractor to the Customer.

These are some essential scales and requirement which must be followed by the distributors. Ministry of Food and agriculture Companies are inspect periodically to their distributors for avoid the miscarriage of their products and any misuse of their products .It is very sensitive matter to give the authority to the second party to market their medicine in good and proper way.

6.3) Ordering:
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Holland Company is the distribution of NCSC product in Lahore .They have also sale person in their respective areas and they get orders of their tractor from farmers according to their need and requirement. They also maintain the shelf level of the product particularly such products which are sold by farmers demand or by according to store man will. It is general concept that when store man have a good inventory than sale on counter will increase and store man also get good profit while selling good margin products. It is also assigned the targets of the Booking persons .In the particular season of some special products which are sometime called seasonal product ,sale of these products are totally based on booking man skills that how he will maintain the self level of their product in chemist chamber and give maximum share while increasing the sale volume.

Distributor gives the areas o their booking people and a person is assigned over them to supervision their work and their efficiency to get maximum order from chemist .Booking person also accountable for their targets and coverage to every chemist and farmers.While getting order ,it is also duty to the Booking people that give any necessary information about the availability of product and any change in distribution channels.

6.4) Handling and shipping:

While getting orders from the farmers and agriculture store all orders and inspect by sale manager of the distributor and then send to the computer section to maintain all the data and make it final shape and also make it them their invoices of the order .It is very transparent method of the making invoice orders ,System have coded all codes of different pharmacies who have their licenses and their proper authority to sale such medicines .

After finalizing the invoice ,all invoices are forwarded to the warehouse of the distributor where all orders are handles in proper way and also make them ready for possible delivery to the

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chemists .

While finalizing the orders of the orders the last step is the shipping from distributor warehouse to the chemists .It is arranged in such a way that supply of products are ensured to all chemists in the proper time and facilitate to the end customer as well. Distributor Sipping have good arrangement of the to handles product and their transportation in proper manners so that to avoid the breakage of the products and temperature in the vesicle can be maintained according to products requirements.

6.5) Storage :
Distributor make their storage room according the requirement of the products and according to scale of company and Ministry of Food with suitable room temperature , storage scales and maintainer of the products so that to maintain their efficacy to avoid any breakage of the products .

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Storage is very important for maintain the products in their maintained scales .Because pesticide are prepared with different Organic Compounds which have ability to decompose and destroy which fluctuation of the room temperature and miscarriage may responsible for breakage of the injections and Syrup forms.

6.6) Display:
Displaying and selling of the product in the agriculture is very important because it is difficult to get good and proper place in to display Proper pesticide products in such a way the farmers are demanded to these products according to their need and their demand.

It is a advance type of finance in which companies are helped by non verbal communication in

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which companies are just display their products in store and customer demands by their selves to get these pesticide. People of Distributors are also got the technique of finance to get maximum share from that particular shop or that particular area .This technique help in such circumstance in which bonuses are announced on the seasonal products and consumption of these are also very fast.

6.7) Information feedback:

To improve the services of the distribution feedback is very necessary .this duty is also performed by the distribution people .This activity is performed once in the year so that to make our services in best way to maintain our excellence scales and satisfy the customer so that to give honors customers demand and complain in best possible way while utilizing their resources and under their limitations.

Chapter No. 7 Analysis

Analysis is very important in organizations for improve their services and qualities of product according to competition and requirement of the time .NCSC is the good organization and have always to improve their things timely and need to adopt things according to new farces of world. There are two main type of analysis which may use to analyze organizational behavior in long

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term. That are:

SWOT Analysis PEST Analysis

7.1) SWOT Analysis :

SWOT analysis is mostly used for analyze the internal development and find out such meaningful things which can implement and get maximum result to overcome own problems. SWOT Analysis of NCSC is based on:

Strengths:
1. Low cost of production. 2. Large pool of installed capacities 3. Efficient technologies for large number of Generics. 4. Large pool of skilled technical manpower. 5. Increasing liberalization of government policies. 6. Well skilled people with highly educational and technical abilities. ~ 49 ~

7. Good committed man power 8. Self motivated and self organized human resource.

Opportunities:
1. 2. 3. 4. 5. 6. 7. 8. 9. Aging of the world population. Growing incomes. Growing attention for agriculture. New pesticide and new social diseases. Spreading prophylactic approaches. Saturation point of market is far away. New therapy approaches. New delivery systems. Spreading attitude for soft agrarian.

10. Spreading use of Generic Drugs. 11. Globalization 12. Easier international trading. 13. New markets are opening.

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Weakness:
1. Fragmentation of installed capacities. 2. Low technology level of Capital Goods of this section. 3. Non-availability of major intermediaries for bulk pesticide. 4. Lack of experience to exploit efficiently to the new farmers. 5. Very low key R&D. 6. Low share of India in World agriculture Production (1.2% of world production but Having 16.1% of worlds population). 7. Very low level of Biotechnology in India and also for new pesticide Discovery Systems. 8. Lack of experience in International Trade. 9. Low level of strategic planning for future and also for technology forecasting.

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Threats:
1. Containment of rising crops -care cost. 2. High Cost of discovering new products. 3. Stricter registration procedures. 4. High entry cost in newer markets. 5. High cost of sales and marketing. 6. Competition, particularly from generic products. 7. More potential of new pesticide and more efficient working. 8. Unethical activities to get maximum benefit from customer.

7.2) PEST Analysis:

There are many factors in the macro-environment that will affect the decisions of the managers of any organization. Tax changes, new laws, trade barriers, demographic change and government policy changes are all examples of macro change. To help analyze these factors managers can categorize them using the PESTEL model. This classification distinguishes between:

Political factors:

These refer to government policy such as the degree of intervention in the economy. What goods and services does a government want to provide? To what extent does it believe in subsidising firms? What are its priorities in terms of business support? Political decisions can impact on many vital areas for business such as the education of the workforce, the health of the nation and the quality of the infrastructure of the economy such as the road and rail system.

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Economic factors:

These include interest rates, taxation changes, economic growth, inflation and exchange rates. As you will see throughout the "Foundations of Economics" book economic change can have a major impact on a firm's behavior. For example:

Higher interest rates may deter investment because it costs more to borrow. A strong currency may make exporting more difficult because it may raise the price in
terms of foreign currency.

Inflation may provoke higher wage demands from employees and raise costs.
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 Higher national income growth may boost demand for a firm's products.

Social factors:

Changes in social trends can impact on the demand for a firm's products and the availability and willingness of individuals to work. In the UK, for example, the population has been ageing. This has increased the costs for firms who are committed to pension payments for their employees. The ageing population also has impact on demand: for example, demand for sheltered accommodation and medicines have increased whereas demand for toys is falling.

Technological factors:

New technologies create new products and new processes. Technology can reduce costs, improve quality and lead to innovation. These developments can benefit consumers as well as the organizations providing the products.

Environmental factors:

Environmental factors include the weather and climate change. Changes in temperature can impact on many industries including farming, tourism and insurance. With major climate changes occurring due to global warming and with greater environmental awareness this external factor is becoming a significant issue for firms to consider. The growing desire to protect the environment is having an impact on many industries such as the travel and transportation industries and the general move towards more environmentally friendly products and processes is affecting demand patterns and creating business opportunities.

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Legal factors:

These are related to the legal environment in which firms operate. The introduction of age discrimination and disability discrimination legislation, an increase in the minimum wage and greater requirements for firms to recycle are examples of relatively recent laws that affect an organizations actions. Legal changes can affect a firm's costs (e.g. if new systems and procedures have to be developed) and demand (e.g. if the law affects the likelihood of customers buying the good or using the service).

Conclusions:

NATIONAL COOPERATIVE SUPPLY CORPORATION LTD is national agriculture company that is centralized operating mechanism. It is working in different regions and have its own traditions and values .Its Mission and Values are uniform throughout the world that shows the vision and a symbolic cooperate world. The People support and have excellence competency to show its professional attitudes and build strong relationship with customers. NCSC deal in Chemicals and agriculture, they have good position in chemicals which are worldwide recognize .Every day things which are used in life more than used .NCSC Chemicals play a vital role for improving the quality of crops and improve the normal life of the person while the agriculture play important role for serving lives and provide best options to enjoy the normal lives of the farmers.

NCSC People are profession and efficient because of their training and coaching according to their job duties and responsibilities .They are well aware about their vision and Values .All the activities perform with customer according to their skills that shows the abilities and professionalism .It has three main business unit that are totally work in medicines of different indications .NCSC provide their skills in different segments of health that are Save child lives , Treatment of Cancer , diabetes and different acid related and painful indications. ~ 55 ~

Customer orientation is a set of activities undertaken by a company for the purpose of supporting beliefs in sales that allow considering customer needs and satisfaction as the major priorities of the company. Read the customer orientation template to find out how to undertake and maintain customer oriented processes in your organization.

Sales Promotion Activities in Pharmaceuticals are different from other industries .Because in pharmaceutical industries all sales activities are depended on the personal selling and customer relation Managements .All the business base relationship doctors prescribe only those medicines those have good quality and the person who promote that medicine have good relations with the doctors .NCSC also believe on such activities.

NCSC is multinational organization and have good mechanism of providing the benefits to their employees and also make them motivation by presented a rewards on the achievement of the employees .It is very healthy sign that all employees are performing very well and according to their best excellence level. There are many rewards and benefits which are provided to the employees periodically throughoutthe year .

Analysis is very important in organizations for improve their services and qualities of product according to competition and requirement of the time .NCSC is the good organization and have always to improve their things timely and need to adopt things according to new farces of world. There are two main type of analysis which may use to analyze organizational behavior in long term.

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Recommendations :

There are following recommendations which help to improve the NCSC Business and customer relation these are:

NCSC must follow Cognitive adaptations. NCSC People must be updated about outer environment and competition. NCSC must aware modern techniques for getting strong relation with employees. People whose are working there must be regarded in shape of promotions. NCSC must be dealed with people in such a way that senses of competition arise.

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References:
From Sites:

www.NCSC.com www.NCSC.de www.NCSC.com.pk www.opu.com

From Company:
NCSC Manuals NCSC Training Program NCSC PRO ( NCSC News paper ) NCSC Training Books

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Appendices :

Following documents are attached in appendices :

1) 2) 3) 4) 5) 6) 7) 8) 9)

Appointment Letter Confirmation Letter Job Description NCSC Diagnostics NCSC Mission NCSC Value Certificate of Selling Skills Training Certificate Communication with Impact Evaluation Performa

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