...THE CUSTOMER-QUALITY LINK THROUGH AQUANTUM QUALITY APPROACH: THE "INDCOSERVE" STUDY * Vidya P. Mulky The Indian tea industry is the largest producer of tea in the world and, till recently, also the largest exporter. The political andsocial conditions in the worldhave, however, changed while the Indian tea industry has made no change inits product orits marketing strategy. This article on the Nilgiris smallgardens cooperative ''lndcoserve" deals with the need for a coordinated approach, involving organizational development, product, quality andmarketing strategy. The Indian plantation industry is today facing challenges on various fronts, in particular with regard to the institutional development ofthe industry and the quality and marketing ofits products. These issues have become urgent in the face ofthe WTO and its impact on the Indian economy. Thus from April 1, 2001, quantitative restrictions on all imports have been abolished. This paper deals only with the tea industry, in general and 'Indcoserve' - Asia's largest tea cooperative - in particular. Issues will be studied in a theoretical and conceptual framework, but with a case study approach. Background of the Indian Tea Industry From the 1960s through the 1980s, tea was considered a prize commodity in India. An increase in urbanisation gave a thrust to the domestic consumption oftea and simultaneously Indian tea exports, especially to the * Dr. Vidya P Mulky is a faculty member, Marketing...
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...t the unit s follows: Kochi-65, uld like to the wareikely cost an unbalit into a ve.) air-condipanies. It ilities. To ge (http:// click on u can then hoose the among the ndra is the in India. utomobile rs on their index.asp ). ns or Interur choice. can go to CASE:INDCOSERVE-AN INDUSTRIAL FACTORIES IN THE NILGIRIS The TamilNadu Small Tea Growers Industrial Cooperative Tea FactoriesFederation Limited, usually called Indcoserve, wasstablishedin the year 1965 and is functioning under the e administrative ontrol of the Department of Industries and c Commerce, Government of Tamil Nadu. With the establishment the first Industrial Cooperative Tea Factory at Kunof dahin 1962, the small growers in the Nilgiris region in Tamil Nadu were able to realize a better price for their green leaf. n the four decades of its existence, Indcoserve has I enabled 15 member industrial cooperative tea factories to its command per cent of the total production of tea in the 17 Nilgiris District by offering its expertise in technical, managerial. commercial competence. and The15 factories are functioning in the Nilgiris district with aggregate installed capacity to produce over 27.3 an milliong of tea per annum. Nearly 20,000 small growers k supplyreen leaf to these factories that are geographically g spread ut in the region. Table 10.14 presents some basic o details these factories. The table has data for 17 factoon ries. owever, two factories-Kotagiri ...
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