CUSTOMER SATISFACTION PROGRAM‘Procter & Gamble’

1.

a) OVERVIEW OF THE COMPANY

Candlemaker William Procter (an immigrant from England) and soapmaker James Gamble (arrived from Ireland) launched their new enterprise in Cincinnati, Ohio, USA in 1837. During the Civil War, P&G was awarded several contracts to supply soap and candles to the Union armies. These orders kept the factory busy day and night, building the Company's reputation as soldiers returned home with their P&G products. P&G discontinued candle manufacturing in the 1920s. Soap is still one of P&G’s core products.

Today, Procter & Gamble is a diversified consumer products company, delivering over 300 brands to nearly five billion consumers in over 140 countries. These brands include Tide, Crest, Pantene, Always, Pringles, Pampers, Olay, Folgers, Cover Girl, Downy, Dawn, Bounty, and Charmin. They have more than 110,000 employees and operations in more than 70 countries.

P&G's net sales, dividends, and basic earnings have each consistently increased over the...