Customer perception @ bijjaragi motors project report mba marketing
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Customer perception @ bijjaragi motors project report mba marketing Document Transcript

  • 1. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS CONTENTS Chapter 1  Executive Summary  Introduction  Automobile Industry  Tata motors Chapter 2  Bijjaragi History and concerns  Organization Profile  Benefits of employee & customer  7 P’s Chapter 3  HR department  Service department  Sales department Chapter 4  Findings  Suggestion  Conclusion  Questionnaire  BibliographyBABASAB PATIL 1
  • 2. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS EXECUTIVE SUMMARY This project mainly concentrates on the “ORGANISATION STUDY & TO STUDY OF CUSTOMER PERCEPTION TOWARDS TO STORE & LOYALTY OF BIJJARAGI MOTORS” A consumer may have set of interests, benefits, attitudes and life style beforepurchasing a product. But there might be a major change in his taste of preference afterthe purchase has been made. In such a position it is difficult for the marketer to know thebehaviour of the consumer. With this view in mind the research study will be conductedto find out the consumer preference towards store and loyalty. To carry on the study the research has been conducted as per the marketingresearch process. As the study requires the customer (potential) opinion it will also helpto know the awareness level of store and loyalty in Bijapur district and also the opinionregarding the vehicle as well as the overall performance of bijjaragi Tata motors. Thestudy will also help us to identify the factors that influence to buy the store and loyaltywhich will helpful to company for better improvement of the vehicles & stores. For thisstudy I had collected the primary data through questionnaire and the company catalogues,brochures are collected for secondary information. To collect primary data survey isconducted on individuals (potential customers) this study is limited to the Bijapur districtonly. The sample size that I had taken is 50.This study will also help company to know the customer like as well as there need, want& satisfaction in stores. (Like bijjaragi motors, manikbag motors, bhagyodaya motors.BABASAB PATIL 2
  • 3. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS INTRODUCTION Market area in India has been witnessing several changes in charter andComplexity since the last few years. These changes include a higher reach of mass media,particularly due to an increased penetration of satellite Channels, availability of a greaterassortment of products and services. Higher level of consumer spending on items otherthan basic necessities, more discerning choice behavior exhibited by consumers, and aclear Indication of consumer preference for better value in products and services. The passenger vehicle segment in the automobile industry plays a vital role inIndia .The present day market is such that the passenger vehicle is affordable by Middleclass people in urban and semi-urban areas; it is also more convenient for traveling shortand long distance. Over the years the sales figured of the four wheelers has increased to avery large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas nowthe sales have shot up to millions. The Indian automobile industry is now striding inroads into the rural middle classafter its inroads into the urban markets and rural rich. It is trying to bring in varyingproducts to suit requirements of different class segments of customers. Vehicles that can be considered automobiles were demonstrated as early as 1769and 1885 marked the introduction of gasoline powered internal combustion engines. History of Automobile IndustryBABASAB PATIL 3
  • 4. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS The history of the automobile industry in India actually began about 4,000 yearsago when the first wheel was used for transportation. In the early 15th century, thePortuguese arrived in China and the interaction of the two cultures led to a variety of newtechnologies, including the creation of a wheel that turned under its own power. By the1600s, small steam-powered engine models were developed, but it was another centurybefore a full-sized engine-powered automobile was created. The dream a carriage that moved on its own was realized only in the 18th centurywhen the first car rolled on the streets. Steam, petroleum gas, electricity and petrol startedto be used in these cars. Indias transport network is developing at a fast pace and the automobile industryis growing too. The automobile industry also provides employment to a large section ofthe population. Thus the role of automobile industry cannot be overlooked in IndianEconomy. All kinds of vehicles are produced by the automobile industry. It includes themanufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. Theindustry can be broadly divided into the car manufacturing, two-wheeler manufacturingand heavy vehicle-manufacturing units. The major car manufacturers in India are Hindustan Motors, Maruti Udyog, FiatIndia Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars IndiaLtd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,to name just a few.BABASAB PATIL 4
  • 5. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS RATAN TATA Chairman of Tata Sons and major Group companies, including Tata Motors,Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, IndianHotels, Tata Tele-services and Tata Auto Company. Vision Statement “To be the Most Sought after Organization for Enabling Tata Group Companies Achieve Industry Leadership” Values “Credibility, Integrity, Excellence & Continuous Learning and Sharing” The Tata Group is one of Indias largest and most respected business conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million), the equivalent of about 2.8 per cent of the countrys GDP, and a market capitalisation of $62.2 billion as on July 12, 2007. Tata companies together employ some 2, 46, 000 people. The Groups 28 publicly listed enterprises — among them stand out names such as Tata Steel, Tata Consultancy Services, Tata Motors and Tata Tea — have a combined market capitalisation that is the highest among Indian business houses in the private sector, and a shareholder base of over 2 million. The Tata Group has operations in more than 54 countries across six continents, and its companies export products and services to 120 nations. Products of TATA Motor Heavy Vehicles.BABASAB PATIL 5
  • 6. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS INDIAN AUTOMOBILE INDUSTRY The Indian auto industry has grown at an impressive 16.82 per cent overthe last year with total sales of vehicles reaching around 10 million vehicles tillNovember 2006 as against 8.5 million in 2005. Spurred by a huge demand from themarket, the increase in production is set to improve further driven by a buoyant economy,with increasing purchasing power, new product launches, coupled with attractive financeschemes from automobile manufacturers and financial institutions. The domesticpassenger car market recorded a historic 22.66 per cent growth in April-December, 2006,second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry willclose fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in2005-06.Destination India: India is on every major global automobile players roadmap, and itisnt hard to see why: • India is the second largest two-wheeler market in the world • Fourth largest commercial vehicle market in the world • 11th largest passenger car market in the world • Expected to be the seventh largest by 2016 Robust production: The cumulative growth of passenger vehicles segment during April-February 2007 compared to the corresponding period in the last year was 22.91 per cent, while that of passenger cars in the same duration was 24.76 per cent, says the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles segment grew by 36.12 per cent during the April-February 2007 period, while three wheeler sales grew by 14.5 per cent, it added.BABASAB PATIL 6
  • 7. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSBABASAB PATIL 7
  • 8. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSAshok LeylandHMT TractorsRoyal EnfieldAudi AGHonda Motors Co. Ltd.San MotorsBajaj AutoHyundai MotorsScooters India LtdBEMLIndofarm TractorsSkoda Auto IndiaBMWKinetic Motor Co. Ltd.Sonalika TractorsBentley Motors LimitedLamborghiniSuzuki MotorsChevroletLML IndiaSwaraj Mazda Ltd.Daewoo MotorsMahindra & MahindraLtd.Tafe TractorsEicher MotorsBABASAB PATIL 8
  • 9. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSEconomic Survey 2007-08 says:The installed capacity of the automotive industry has been growing at a compoundedannual rate of over 16 per cent since 2001-02. It produced a wide variety of vehiclesincluding 1.7 million four wheelers (passenger cars, light, medium and heavy commercialvehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.India is the second-biggest market for small cars after Japan. It accounts for 60% of thedomestic market.Facts FiguresIt seems that India has finally arrived in the big league of Asian car markets. Steady andimpressive annual growth rate, presence of international automakers, relaxation offoreign exchange and equity regulations, reduction of tariffs on imports and few othersare the components of its booming auto market. The country has now come to berecognized as a potential emerging auto market. The perception of foreign investors haschanged, everybody wanting to be here.For the first time, in the financial year end in 2005, the total sales of passenger vehicles -cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch1.06 million, with exports of 166,000 vehicles. Study says that by 2010 India will take over Germany in sales volumes andJapan by 2012. And by 2050, Indians will buy every sixth car produced in the world.Apart from serving the domestic market, the auto sector has turned as a sourcing base forthe global auto majors. The auto component market is also in its full swing. As per theresearch of RNCOS, one of the leading industry firms, the Indian automobile componentBABASAB PATIL 9
  • 10. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSindustry is estimated to triple from USD 63 billion to USD 190 billion within a span ofsix years by 2012.Indian Automobile Industry Estimation:Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is thevastness of Indian automobile industry. Industry analysts predict this industry to touchUSD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said thatfor every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.Automobile Dealers Network in India In terms of Car dealer networks and authorized service stations, Marutileads the pack with Dealer networks and workshops across the country. The other leadingautomobile manufactures are also trying to cope up and are opening their service stationsand dealer workshops in all the metros and major cities of the country. Dealers offervarying kind of discount of finances who in tern pass it on to the customers in the form ofreduced interest rates. Automobile Export Numbers Category 1998-99 2004-05 (Apr-Dec) Passenger Car 25468 121478 Multi Utility Vehicles 2654 3892 Commercial Vehicles 10108 19931 Two Wheelers 100002 256765 Three Wheelers 21138 51535 Percentage Growth 16.6 32.8The industry has adopted the global standards and this was manifested in the increasingexports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exportsBABASAB PATIL 10
  • 11. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSregistered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each toexceed two and- a-half times the export figure for 2001-02.EVEN Growth Opposing the belief that the growth in automobile industry has cateredonly to the top income-stratum of society, Growth of exports of 32.8 % in the first threequarters of 2004-05, the fastest growth in volumes has come from commercial vehicles asagainst passenger car. Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 timescompared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler outputcontinues to dominate the volume statistics of the sector. In 2003-04, for every passengercar turned out by the sector, there were 7 two-wheelers produced. In the two wheelersegment, there is a greater preference for motorcycles followed by scooters, with bothproduction and domestic sales of motorcycles increasing at faster rates than for scootersBABASAB PATIL 11
  • 12. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSin the current and previous years. However, mopeds have registered low or negativegrowth. Export growth rates have been high both for motorcycles and scooters.THE KEY FACTORS BEHIND THIS UPSWING:Sales incentives, introduction of new models as well as variants coupled with easyavailability of low cost finance with comfortable repayment options continued to drivedemand and sales of automobiles during the first two quarters of the current year. Therisk of an increase in the interest rates, the impact of delayed monsoons on rural demand,and increase in the costs of inputs such as steel are the key concerns for the players in theindustry. As the players continue to introduce new models and variants, thecompetition may intensify further. The ability of the players to contain costs and focus onexports will be critical for the performance of their respective companies. The auto component sector has also posted significant growth of 20 percent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,there is a potential for higher growth due to outsourcing activities by global automobilesgiants. Today, this sector has emerged as another sunrise sector.Why India: The economy of India is emerging. The following table shows the ranking ofIndia in the past four years.Rank 2005 2004 2003 20021 China China China China2 India Thailand Thailand Thailand3 Thailand India USA USA4 Vietnam Vietnam Vietnam Indonesia5 USA USA India Vietnam6 Russia Russia Indonesia IndiaBABASAB PATIL 12
  • 13. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS7 Korea Indonesia Korea KoreaTwin Advantages: • Scaling costs • Optimizing resourcesINDUSTRY GROWTH The passenger car and motorcycle segment in Indian auto Industry is growing by8-9 per cent. • The automobile industry crossed a landmark with total vehicle production of 10 million units. • Car sales was 8,82,094 units against 8,20,179 units in 2004-05. • The two-wheeler market grew by 13.6 per cent with 70,56,317 units against 62,09,765 units in 2004-05. • Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against 3,18,430 units in 2004-05Passenger car business unit The companys passenger car range comprises the compact car Indica, themidsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, theTata Safari and its variants are the companys multi-utility vehicle offerings. In addition to the growth opportunities in the domestic market, the company ispursuing growth through acquisitions. In 2004, it acquired the Daewoo CommercialVehicle Company, Koreas second-largest truck maker, now named TataDaewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per centstake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with anoption to acquire the remaining stake as well.BABASAB PATIL 13
  • 14. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Indian Auto Market Growth for the year 2007-08 1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as against 78,97,629 units in 2004-05. 2. The automotive industry crossed a landmark with total vehicle production of 10 million units. 3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales was 8,82,094 units against 8,20,179 units in 2004-05. 4. The growth of domestic passenger car market was 7.5 per cent 5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05. 6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units against 62,09,765 units in 2004-05. 7. Motorcycles had the upward march, 17.1 per cent in domestic market touching 58,15,417 units against 49,64,753 units in 2004-05. 8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units in 2004-05. 9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against 3,18,430 units in 2004-05. 10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent against 23 per cent growth in the year ended March 31, 2005. 11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units against 1,19,924 units in 2004-05. 12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units in 2004-05.BABASAB PATIL 14
  • 15. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS TATA MOTORS IN INDIA Type Public (NYSE: TTM) Founded 1960 Headquarters India Industry automotive Products commercial vehicles INR 369.88 billion or $9.07 billion Revenue (F.Y. 2006, converted)([2]) Website http://www.tatamotors.com/Profile: Tata Motors, the flagship company of Tata group. Established in 1945 TataMotors is Indias largest automobile company, with revenues of Rs/- 24,000 crore (USD5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954with a 15-year collaboration agreement with Daimler Benz of Germany.It is the leader by far in commercial vehicles in each segment, and the second-largest inthe passenger vehicles market with winning products in the compact, midsize and utilityvehicle segments. The company is the worlds fifth-largest medium and heavycommercial vehicle manufacturer. Tata Motors Limited, formerly known as TELCO (TATA Engineeringand Locomotive Company), is India’s largest passenger automobile and commercialvehicle manufacturing company. It is also the worlds 5th largest commercial vehicleBABASAB PATIL 15
  • 16. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSmanufacturer. It is part of the Tata group. Tata Motors is widely credited for putting Indiaon the automotive map by designing and developing its own range of cars. Tata Motorsdate back to 1945 when they started making Trains. Tata Motors was first listed on theNYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stoodamong top 10 wealth creators in India.. In 2004 it also bought Daewoos truckmanufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispanocarrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat grouphave signed a new memorandum of understanding (MoU) to establish a 50:50 jointventure to manufacture passenger vehicles, engines and transmission systems for bothdomestic and export markets Tata Motors is a company of the Tata and Sons Group,founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has theworkforce of 22000 employees working in its three plants and other regional and zonaloffices across the country.Tata Motors range of passenger cars is still not comprehensive by internationalstandards. In commercial vehicles, Tata Motors commands an imposing 65% marketshare in the domestic heavy commercial market. The company is trying to modernize itsrange of commercial vehicles. Tata Motors hived off its vehicle finance business into aseparate subsidiary, TML Financial Services (TMLFS), in September 2006. Thecompany plans to build a car that will cost just under Rs 1,00,000 considering that 2wheelers in India cost Rs 50,000/-. Indigenously developed mini-truck. Tata motors manufacturing units arelocated at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plantmanufactures the passenger cars.AREA OF BUSINESS:BABASAB PATIL 16
  • 17. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSTata Motors product range covers passenger cars, multi-utility vehicles as well as light,medium and heavy commercial vehicles for goods and passenger transport. Seven out of10 medium and heavy commercial vehicles in India bear the trusted Tata mark. Thecompany developed Indias first indigenously developed light commercial vehicle, Indiasfirst sports utility vehicle and, in 1998, the Tata Indica — Indias first indigenouslymanufactured passenger car. Within two years of launch, Tata Indica became Indiaslargest selling car in its segment.Research and development Tata Motors invests approximately up to 2 per cent of its annual turnover onresearch and development, with an emphasis on new product / aggregates developmentand technology up gradation. Its Engineering Research Centre in Pune employs over1,400 scientists and engineers and has Indias only certified crash-test facility and hemi-anechoic chamber for testing of noise and vibration. The company also draws on the resources of leading international designand styling houses like the Institute of Development in Automotive Engineering, SPA,Italy, and Stile Bertoni, Italy. The company has also been implementing severalenvironmentally sensitive technologies in manufacturing processes and uses some of theworlds most advanced equipment for emission checking and control.Environmental responsibilityTata Motors has led the Indian automobile industrys anti-pollution efforts through aseries of initiatives in effluent and emission control. The company introduced emissioncontrol engines in its vehicles in India before the norm was made statutory. All itsproducts meet required emission standards in the relevant geographies. Modern effluenttreatment facilities, soil and water conservation programmes and tree plantation drives atits plant locations contribute to the protection of the environment and the creation ofgreen belts.BABASAB PATIL 17
  • 18. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSGlobal Competition Tata Motors have some distinct advantages in comparison to other MNCcompetitors. There is definite cost advantage as labor cost is 8-9 per cent of sales asagainst 30-35 per cent of sales in developed economies. Tata motors have extensivebackward and forward linkages and it is strongly interwoven with machine tools andmetals sectors. India is an excellent source for IT based engineering solution for products& process Integration. There are strong supporting industriesExports Tata Motors vehicles are exported primarily to Europe, Africa, the MiddleEast, South and South East Asia and Australia. The company also has assemblyoperations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, thecompany has received more than 50 awards from the government of Indias EngineeringExport Promotion Council, for its export initiatives. While currently about 14 per cent (ason March 31, 2005) of its revenues are from its international business, the companyintends to increase its international business through organic and inorganic growth routes.MilestonesBABASAB PATIL 18
  • 19. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS It has been a long and accelerated journey for Tata Motors, Indias leadingautomobile manufacturer. Some significant milestones in the companys journey towardsexcellence and leadership. Awards Tata Motors has been chosen as Indias Most Trusted Brand in cars in a Readers Digest-AC Nielsen consumer survey in 2006. Tata Motors mini-truck, Ace, which has created an all-new category in the commercial vehicles market, received the BBC-Top Gear Design of the Year 2006. The companys Star bus low-floor city bus and the Novus heavy truck were adjudged second and third respectively. For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle Manufacturer of the Year’ rated Tata Motors for 2006. The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005 for Business Excellence, for being a role model of excellence in management. The award particularly recognizes excellence in the management of quality as aBABASAB PATIL 19
  • 20. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS fundamental process. The two divisions of the company also won the Tata Groups JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant and the car plant at Pune received the Union Ministry of Powers National Energy Conservation Award, which recognize significant initiatives to reduce energy intensity and improve energy efficiency. The Jamshedpur plant won the award for the fourth year in a row. The Commercial Vehicle Business Unit and the Passenger Car Business Unit also received the CIIs National Award for excellence in energy management. The Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green Foundry of the Year Award.Manufacturing Tata Motors owes its leading position in the Indian automobile industry to itsstrong focus on indigenization. This focus has driven the Company to set up world-classmanufacturing units with state-of-the-art technology. Every stage of product evolution-design, development, manufacturing, assembly and quality control, is carried outmeticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune inthe West and Lucknow in the North.Jamshedpur: This was the first unit of the Company established in 1945 and is spread over anarea of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Boxdivision) and Axle. The divestments in March 2000.Pune: The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) andBABASAB PATIL 20
  • 21. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSChinch wad (126 acres). It was established in 1966 and has a Production EngineeringDivision, which has one of the best motors.Lucknow: Established in 1991 and covering an area of 600 acres, the Lucknow Plant wasestablished to assemble Medium Commercial Vehicles (MCVs) to meet the demand inthe Northern Indian market. In 1995, the unit started manufacturing bus. Products Passenger Cars, Indica, Indigo Utility Vehicles- Safari, Sumo Trucks- NOVUS and others Bus- Starbus, Globus and others Defence VehiclesResearch Tata Cars in India The India Cars. They understand market and Indian roads better here. Have beensuccessful in creating right brand equity and share. Offering very practical and economiccars are their prime motive and they are doing well with it. However Tata cars cannot beconsidered as perfect by any means. They have expertise in diesel technology and lack inpetrol. Highly successful Indicas latest petrol version Xeta is Tatas biggest hope.ProductsPassenger cars and utility vehicles • Tata Sierra • Tata nano • Tata Sumo • Tata Safari • Tata IndicaBABASAB PATIL 21
  • 22. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • Tata Indigo • Tata Indigo Marina END A PROFILE AND INTRODUCTION OF TATA MOTORS BIJJARAGI MOTORSCompany profile of Bijjargi Motors Bijjargi Motors has made deep inroads in the cars market at north region ofKarnataka with top breeds cars from the house of Tata Motors. As a professionallymanaged car dealer. Bijjargi Motors is committed to excellence in serving all ouresteemed customers. Bijjargi Motors has earned a new name & fame since it has become an authorizeddealer ship for Tata Motors in car passenger world. Its has been on the growth trail withno looking back. As an authorized dealer of Tata Motors cars, we bring to you first ratecars & leave no stone unturned to provide great service. A modern show room of BijjargiMotors welcomes you. Well maintained fleets of test drive cars are there to give you feelBABASAB PATIL 22
  • 23. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSexperience & drive dynamics on actual driving condition. The showroom even supportsyou with the service centre, to assure you of quality service. The Sales Team at bijjargiMotors is made up of dedicated show room & field professional with associated withvarious sections to guide our valuable customers through the entire sales process rightfrom assisting in the choice of model, colour & features to extend a helping hand for ourcustomers. We bijjargi motors are proud to say that we have been made an elite dealer by TataMotors for recognition for outstanding achievements & dedicated dealershipenhancement. Bijjargi Motors of Bijapur has been the winner for best seller award from TataMotors& in our services too.Show Room of Bijjargi MotorsMake your dreams & aspirations come true. This elegant exclusive modern show roomof Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the risingexpectation of the customers. Here a fleet of well maintained Tata Cars awaits yourperusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, atBIJAPUR’. We are providing better access to both the proud owner as well asprospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services outlets. The showroom through its large workshop would offer sales service, Spare parts &accessories support to its customers. Our service centre is out fitted with the latestmodern equipments & updates with Tata challenging world standards. Our technical teamis qualified & trained to analyze & provide accurate solution as service point of view.BABASAB PATIL 23
  • 24. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSObjectives of Bijjargi Motors:  To give quality service to customers.  To know the expectations of the customers & to fulfil the expectations.  To Maintenance of good relations with customers.  To Quality service & reasonable charge.  To maintain the healthy environment in the organization.  To give full support to the employees & the customers.  To provide training & development to the employees to satisfy the Customers to the maximum extent.  To Job satisfaction for employees.  To Main objective is to satisfy the customers to the maximum extent ORGANIZATION PROFILEBABASAB PATIL 24
  • 25. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Company Name : BIJJARAGI MOTORS Established on : In the year 1991 Address : BIJJARAGI MOTORS Indi cross, Bijapur 586104 Plant Area : 2.5 Acre Capital : 1.5 Crore Owner/Partner : Partner Managing Director : Raju.Bijjargi Total No of Employees : 160BIJJARAGI MOTORS LOGO ISBIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12)members as staff. At present the company has almost tripled the strength i.e. (39) innumbers. In the first financial year we placed 1st rank in spare part section & 2nd rank inservice section for the financial year 2004 -2005. Due to our excellent service manycustomers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavycommercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers aresatisfied.Due to this reason Bijjargi Automobiles service network got popularized from north Indiato south India & got a brand name through out India. Bijjargi Automobiles has been placed in top ranking continuously since 2004 to current financial year, our staffs arecompletely skilled in handling light & heavy commercial vehicle in terms of repair,service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aimBABASAB PATIL 25
  • 26. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSends with customer satisfaction & to continue the service relation with latest technologyalong with human relation. WORKING HOURS • Morning 9.30a.m. to 2.00 pm Noon • Noon 2.00p.m. to 2.30 p.m. Break for lunch • Noon 2.30p.m to 5.30p.m. Evening. ACTIVITIES: Sale of Light Vehicles of TATA Motors Repairs/services of all ranges of TATA vehicles Sales of spare parts of TATA vehicles (Light &Heavy vehicles)VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD. Good infrastructure, well qualified & trained man power, state of art diagnosticequipments & innovative ideas are the key elements in making Bijjargi Automobilessuccessful operation (ASO). FACILITIES AVAILABLE Sl.No. Facilities & System Availability 1. Good infrastructure 2. Trained man power 3. Computerized engine facility 4. Computerized wheel aligner 5. Computerized wheel balancerBABASAB PATIL 26
  • 27. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS 6. Pneumatic lines & tools 7. Stand by vehicles for customers 8. Service promotion activity 9. Feedback card analysis 10. Customer complaint handling 11. Customer care management 12. Quick repair facilityMISSION AND VISION The mission and vision of the organization was ultimately the customerto satisfy the customer and have a potential customer bases this is what the have earned inthese year. A potential and prospective customer bases that are satisfied with kinds ofproducts they are Dealing with and the kind of service they are giving to the customer.The company has two divisions:  Light Motor Vehicle section  Heavy Motor Vehicle Section Light motor Vehicle section is also called “Auto care Centre” and “Heavy Vehicle Section” is called motor section.BABASAB PATIL 27
  • 28. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS This company started with Auto care centre in 1991. K.S.T. No. 5251781-0 C.S.T. No. 5256781-3 In the year 1998 company started heavy vehicle section with K.S.T No. 5713459-5 C.S.T.No. 5718459-8 In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATAMotors Light Vehicles in Bijapur. Roles and Responsibilities: Managing Director: RAJU BIJJARAGI  As Managing director he will be the responsible for the over all functioning and administration of the company.  The Managing director also decides the major changes and adoption of new technology He will provide all types of support to the management representative in implementing and maintaining quality system in the company.  He will chair the steering committee [management review] meeting and assess the effectiveness of the quality system.BABASAB PATIL 28
  • 29. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  He will be the authority for approving the quality manual, quality policy and quality objection of the company. Assistant General Manager: Mr. Kumar G Kalmath  He is the head of marketing and sales department  He will guide the staff to maintain all concerned records  He will be the responsible for sales promotion planning.  He will be the responsible for realizing sales targeting set by the company.  He will be having the authority to the control all staff of sales wing.  He will be the responsible for the maintains of quality system in the sales deportment  He will be chief authority for sales related issues. CRM (Customer relationship manager) Mr. Ramesh  Responsible for taking the customers care when came for vehicle servicing  He will be the single point responsibility to resolve all customer complaints and issues within dealership.  He will be responsible to provide clean and attractive ambience to customers.  Responsible to minimize customer complaints  Responsible for take care of front office of workshop.  He Identify and bridge in customers’ perception.  He will be responsible to monitor customer satisfaction.BABASAB PATIL 29
  • 30. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Work Manager: Mr.Muniraj  Workshop auditing  He will responsible to Improve quality repairs  Maintain repeat complaint analyses reports  He will be the responsible to reduce customers’ complaints and improve productive Hours.  He is the head of workshop having authority to control the workshop.  He will be the responsible for the maintains of quality system in his deportment.  He acts as the grievance handler in the workshop of organization. Spares Manager: Mr: Anand  He his the head of spares deportment  He will be having the authority to control his colleague  He will liaison with managing director and works manager for placing indents of spares of Tata Motors  He will be responsible if any mishandling of spares takes place.  He will guide his colleague to maintain all required records.  He is the authorized to prepares bill and spare discrepancy reportBABASAB PATIL 30
  • 31. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Company has following facilities: 1. Good & pure water facility 2. Large space for parking for both light & heavy vehicles 3. Good infrastructure 4. Rest room for customers as well as employees 5. Separate cash counter section. 6. Spare part division for each section 7. Uniforms for all the employees 8. Entertainment facilities for the customers 9. Refreshments (Tea) for the customers. 10. Customer lounge & toilet facilities for the customers & employeesAuto Care Centre Auto care centre means Light motor vehicle (Cars) is being selling serviced & repaired (minor & major). This section was started in 1991 and brand new showroom was established in 2008. K.S.TNo.5251781-0 C.S.T.No. 5256781-3 The products are  SAFARI  SUMO  SIERRA  ESTATEBABASAB PATIL 31
  • 32. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  SPACIO  INDICA  INDIGO This section has more than 53 employees. At a stretch nearly 8-10 vehicles are beingserviced/repaired every day. MANPOWER: WORKERS IN CAR SECTION Workers -50 Managerial Staff - 8 Manager-2 Accountant-4 Supervisors-3 CRO-1 HEAVY VEHICLE SECTION Bijjargi Motors started heavy vehicles section in the year 1998. Following vehicles are services in this section • TATA 407 • TATA 608 • TATA BUS • TATA 6 Wheeler Track • TATA 10 Wheeler Track This section has more than 32 employees. At a stretch nearly 5-10 vehicles are being serviced / repaired every day. WORKERS IN AUTOMOBILE SECTIONBABASAB PATIL 32
  • 33. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Workers -30 Managerial Staff - 4 Manager-2 Accountant-2 Supervisors-3 CRO-1Divisions: This motor section is divided 4 further divisions. They are listed below 1) General work 2) Body work 3) Electrical work 4) Engine work Front office workers totally 30 employees are engaged.Benefits to Employees: 1) Uniform: Company provides uniform to all the employees after they are been selected. 2) Salary: The Company pays salary to the employees according their qualifications, experience, and their ability. 3) Bonus: At the end of every year bonus is paid to every employee. 4) Incentives: According to the employee’s performance incentives are been paid. 5) Compensation: if any accident happens and if serious damages are caused accidentally `to the employee at the work place compensation is been paid.BABASAB PATIL 33
  • 34. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS 6) First aid kit: Company has arranged first aid kit in every division of the motor section for the safety of the employees. 7) Water facility: Company provides pure & healthy drinking for the employees. 8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to all the employees. A Television set is been kept in the division where the employees can entertain themselves during the lunch hours. 9) Training Facilities: Company provides training facilities to their employees. 10) Experience: it is a best opportunity to employees for a improving the work style and growing relation with customer in the specific field on the job purpose.Rules & Regulations for the employees: 1. The employee should be in the company premises before 9 am and should work up to 5 pm. 2. Employee should wear the uniforms everyday as it is mandatory. 3. Every employee should follow the safety rules. 4. Company has provided holiday at every Sunday and other local festivals. 5. If any employee damages any of the tools & equipments of the company or customers then the damages will be deducted from his salary. 6. Every 15 days all administrative staff should attend the General Meeting. 7. All the details of any TATA vehicles serviced or sold should be updated to the Head-office at Mumbai.BABASAB PATIL 34
  • 35. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS 8. All the employees should undergo training and development program. Benefits to Customer:  Quality & error free service.  Genuine spare parts.  Highly sophisticated workers for quality work.  Reasonable rates.  Rest room for customers.  Good & pure drinking water.  Two times tea for the customers who to stay for days together to get their vehicles serviced/ repaired.  Mobile service is been provided for any serious breakdowns at any place. ATM (All Time Mobile Service). Value added benefits:  A camp for free service twice a year.  Discount on spares & lubricants during the camp.  Free labour charge.  Gifts to the vehicle drivers.  Health check up (AIDS awareness & check up) for vehicle drivers.  Mess for drivers/ customers is been constructed.  Bathroom & toilet facilities for customers.  SMP (Service Marketing Person) stays always in touch with customers either personally or through telephonic conversations.BABASAB PATIL 35
  • 36. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS 7P’s Product: All type of TATA products service provided in Bijjargi Motors (Light & Heavy Vehicles). The services are: General Work Body Work Electrical Work Engine Work Price: Bijjargi Motors Charges medium price which should be affordable to all level of customers and customer save their money instead of going to other districts like Hubli, Gulbarga & Hospet. Place: Service Place is convenient which is on Highway NH -13 and this place is nearer to other Districts. SOLAPUR HOSPET BIJAPUR HUBLI GULBARGAPromotions: To increase the service Bijjargi Motors providing Free Washing Mela, FreeCheck up etc. It also helps to increase the sales in spares department.BABASAB PATIL 36
  • 37. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSPhysical Evidence: 1. It is very important, so Bijjargi Motors always maintain clean & safe around the Bijjargi Motors. 2. Customer they can view, where the mechanics of Bijjargi Motors working area. 3. Bijjargi Motors providing visitors room/lounge to their customers. 4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers. 5. Customers can see the new technology, when they enter into the service station. People: If once the Customer satisfied in service they became the permanent customersto the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest toother people to get their vehicle service in the Bijjargi Motors.Process: They maintain all records who visit to their service station and they providehigher technology, skilled & skilled mechanics and technicians to complete the work ofthe vehicles. ORGANISATION STRUCTURE OVER ALL CHART OF ORGANISATION STRUCTURE 1 Team per 100 Dealership Principal / Managing vehicles director Team Leader-1 Dent Beater-3 1 per 30 vehicles Security, Sweeper Administration e.g. Painter-3BABASAB PATIL General 1 per 30 vehicles Manager or Head (Customer support) Technicians Quality Warranty In House (L-1)-3 Auditor Workshop Manager Trainer Supervision Body shop 1 per 30 vehicles Manager 37 /PDI Team (TTP)
  • 38. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS General Manager Customer Spare parts Finance Relationship Manager Manager Customer Workshop AccountantRelation Officer salesService Advisor Counter sales Account TEAM “A” team ManagerService Advisor Field Sales Accounts TEAM “B” manService Advisor TEAM “C”Service Advisor Quick Repair Team Service Marketing OfficerReception-cum- Telephone operator Bijjaragi Motors Pledge is: Tata Car care – beyond compare, Dear Customer it is own salesman pledge that we shall always endower to 1) D- Diagnostics Listen to customer carefully understand the problem and identify and exact cause by using diagnostics. BABASAB PATIL 38
  • 39. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS 2) Q- Quality Ensure repair quality on par with O.E Build quality by using genuine space standard repairs process. Special tools and quality parties. Do it right first and every time car deliver car neat and clean. 3) C- Cost Provide paper repair estimate explain work carried out and its changes. 4) T- Time Prepare and time estimate, Be prompt at all times (Repair order to preparation and billing delivery and complaint Handling) Provide fast service bin with time and standard/ using quick repair bays delivery at promised time. 5) C- Customer and Complaint Handling All customers after service to ascertain satisfaction. Record analysis and resolve all complaint be courteous at all time. We forever remain committed to service and excellenceH. R. (Human Resource) Department. Recruitment Job analysis Advertisement Selection Appointment Performance appraisalBABASAB PATIL 39
  • 40. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSJob Analysis: After the man power audit (DQ-1) is carried out the DQCTC team leader should discuss following with the dealership principal. • Number of people to be recruited. • Job analysis of each position. a) Job description given in the site naukari.com (link TATA motors Dealers) B) Job specification education, skill, experience, special qualities. • The salary offered far this position in the market.Advertisement:Dealership should give the advertisement for the posts to be filled the advertisement canbe placed in • Job search site – NAUKARI.Com Tata motors has tied up with naukari.com for provide channel to the dealerships to get man power as per standard dealers need to register and place the vacancy notification or the site.The individual response can be viewed only by that dealer and not by any dealer. Local manpower/ automobile magnize. Dealership own website. Selection: First stage in the selection in short listing of candidates applies the following short listing. Does the candidate have required qualifications as specified by tata motors? What is his experience in the similar position else where? What is the skill level he has? Preference should be given if he has worked on higher technology car like CRDI, EURO Cars. Second stage is interviewingBABASAB PATIL 40
  • 41. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS The panel of the interviews should include ideally 2-3 people general manager works manager any other experienced person from industry final interview by CEO or dealer principal for the past of worker manager/ general manager/ spare parts Manager do involve CSE’s in the panel. This interview should be targeted at assessing the capabilities of the person to the take up with the current profile, ability to deliver results and learning attitude. Appointment: Dealership should after an appointment letter mentioning the terms and conditions remuneration and various benefits. It is a good strategy for improving retention that the candidate signs a 3-4 years bond with the company. Alternatively a small portion from retention money and can be rein based after 3 years. It is good to finalized at least 2-3 candidates for each vacancy. This date will be helpful in care dealership need to appoint some body in the immediate future. Performance appraisal (Measurement): The performance of the various personnel is found out through various DQCTC audit and reports. These are included management basis. Basis on the D-2 audit G.M (General Manager), W.M (Work manager), C.R.M (Customer relation manager) has to do some basic preparation to conducting review. 1. collect all the back-up sheets( audit forms) 2. Do the qualitative analysis of the report a note down the areas where performance has gone down for each person. 3. Analyze yourself the reasons for poor performance.Work manager: DQCTCBABASAB PATIL 41
  • 42. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS D- Diagnostic Q- Quality C- Cost T- Time C- Customer and complaint handlingWork manager role are 1) To give hassle free service experience to the customer by -Minimizing the repeat complaint and revisits within service and intervals -Ensuring that work is called out as per time schedule so that there is no deviation in promise time. 2) Improve the revenues the work shop through -improving productivity -Minimizing repeat complaints by ensuring the repair and maintenance is Carried out as per the standard process defined by the TATA motors. 3) To manage the training needs of the technicians.Customer expectation as per JDP (James David Power) Parameters.Service quality ♦ Ability to diagnose problems properlyBABASAB PATIL 42
  • 43. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS ♦ Quality of work performance on the vehicles ♦ Toughness in fulfilling requests ♦ Availability of pets for serviceProblems experienced ♦ Trouble free operation ♦ Freedom from squeals and rattles ♦ Ease of maintain and repair overall quality relialibility and dutiesUser friendly service ♦ Consideration for the customers free ♦ Standing behind their service ♦ Convents days and hours of operation ♦ Cleanliness and appearance of service facility.Standard Modules A) Performance management a. Ensuring repair quality • Sign specific tools/equipments • Adhering to quality parameters specified • Carrying out all prework standard checks • To ensure this a work manager has to do a (c-2) (b) job card, audit on daily basis for each team. It should be a live audit.BABASAB PATIL 43
  • 44. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • To ensure that the quality parameters have indeed has been adhered to work manager should ask the technical to show the quality parameter value set on any particular car. b. Ensuring washing quality c. Ensuring timely delivery d. Improving worships productivity. B) Customer complaint management a. Work manager has to refers to (c-8) on daily basis to know and resolve the open complaint. b. Whenever a complaint vehicle comes to workshop for resolution, work manager will himself diagnose the problem with service advisor. c. Complaint open for more than 3 days work manager should put up this comments obey the complaint cannot be closed C) Human resource management e. training f. incentives/rewards g. house keeping h. review Daily review • Conduct review with TC on the C-2(B) • Conduct daily review along with CRM(customer relationship management)on the shop floor in the front of daily meeting board • Discuss the repeat complaint received during the calls made on the previous day with the concerned team Weekly reviewBABASAB PATIL 44
  • 45. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • Conduct weekly review along CRM in the shop floor in front of C-5 and C-6 board • Discuss the critical performance parameters • Set targets for next weak and prepare action plan for each group Monthly review • Participate in the monthly review meeting along with TATA motors representatives. • Discuss the performance scores critical manpower like quality audit • Discuss process score like C-2,C-4 • Prepare monthly action plan and set targets for composite score for the next month Organisation structure of sales department AGM Assistant General ManagerSales Back office Reception Accessories BABASAB PATIL 45
  • 46. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Account manager Accessories Sales Sales In charge Sales manager1 manager2 manager3 Account in charger Assistant accessories in chargeSales Sales Sales Sales Assistant account inexecutive executive executive executive charge Showroom sales executive PDI L1 Electrician Sales Sales Supervisor technician executive executive System admin Data entry Insurance and executive Back office in charge SSM in charge Sales satisfaction manager Work Profile, Roles and Responsibilities of sales department Sales manager  Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance and ex-warranty},new enquiry generation and booking)  Taking knowledge of CRMDMS and operating system.  Taking care daily enquiries and opening the green forms BABASAB PATIL 46
  • 47. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  Taking care of requirements of vehicles.  Taking care of committed daily target.  Arranging the weekly training according to the requirements of the sales executives.  Planning for the demo camp and test drive camp every month 10to 22nd and execute them successfully.  Submit report to AGM & TATA motors (with necessary documents) of the demo camp after the event.  Replaying to any mail or sending any mail has mark to AGM  Vehicle allotment  Keeping knowledge about competitive products, scheme and price.1. Showroom executive  Attending the walk-in customers.  Taking care of green forms of the prospective customers.  Maintaining the showroom walk in & inquiry register.  Taking care of water & tea for the customers.  Guiding the customers to solve there quarries, & informing the responsible persons. Taking care of the cleanness of showroom & display vehicles in showroom 2. Sales executive  At morning, daily commitment of green & yellow forms & delivery  Taking care of finance, insurance, warranty, commitments of relative customers.  Executive has to take care of customers before booking to hand over the final documents to customers.  Prior approval of SM before commitment  Taking care of outdated (30days) green forms.  At evening, report of the morning commitments.  Keeping knowledge about competitive products, scheme & price.BABASAB PATIL 47
  • 48. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSFinance Manager  Providing the full information of finance scheme & finance documents to the customer & charges of documents.  Finance manager has take care all the financial issues (receipt, invoice, insurance copy & key), it may be in house or non in house, bank.  Taking care of the RO & finance amount.  After receiving the payment by the financier arrange to send documents for financier (finance company or bank).  Replaying to any mail or sending any mail has to AGMSSM  Taking care of vehicle delivers in time.  Making the available all the resources at the times of delivery.  Before delivery checking the file of the customer & taking the signature of accountant, sales manager, and assistant general manager on that file.  Taking care of white forms, maintaining the quality of white form.  Sending the photo & thanking letter to customer.  Making calls to customer within 48 hours after the delivery of vehicle.  Corresponding with TATA motors (RSSM, SSM, and TML).  Taking care of empower card.  Replaying to any mail or sending any mail has to AGMBACK OFFICE1. System operator  Opening green and yellow forms in CRMDMS  Invoicing, sales certificate  Taking care of out dated green & yellow form  At the end of the day mailing the daily reports (stock, A/C, billing) to AGM.BABASAB PATIL 48
  • 49. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  Taking care of the documents of TP.  Replaying to any mail or sending any mail has mark to AGM.2. System admin  Sending daily enquiries reports to PCDB  Taking care of punching of vehicles  Checking the TML & TMLD payments  Checking the mails & informing the concern person  Taking care of mails correspondence.  Taking care of reports like rolling plan, activity plan, off take & retails, opening & closing stock of the month.  Taking care of connectivity of CRMDMS  Providing the training & solving the problem of the CRMDMS  Taking care of computers of the organization.  Replaying to any mail or sending any mail has mark to AGM.3. Billing personal  Taking care of back office work.  File updating, maintaining the soft copy of customer data.  Putting payments receipt in customer’s file.  Taking care of extended warranty & sending payments in time according to global administration commitments.  Sending finance documents after receiving the payment from the financier.  Taking care of TP & all documents of the customers.  Replaying to any mail or sending any mail has mark to AGM ACCESSORIES  Convincing the customers for accessories(sales and service)  Taking care of FOC accessories.BABASAB PATIL 49
  • 50. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  Taking care of accessories bill before delivery of the vehicle  Taking care stock report & daily reports. PDI In charge  Checking the vehicle properly after receiving from TATA motors(condition of vehicle, any denting & damages in transport report immediate to AGM)  Taking care of delivery vehicle ( with all fitments )  Taking care of showroom display.  Taking care of stock vehicles(keep clean)  Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of the stereo or vehicle had to keep out side safely. Receptionist  Inviting the customer who is coming in the showroom & introduce to concern person.  Attending the call coming on board.  Taking care of the couriers(sending & receiving)  Attending the customers in showroom.  Taking care of the customer (water & tea) ACCOUNTS  A/C person should available in office hours in his cabin to collect the cash & raise a receipt against it in CRMDMS.  After cash receiving immediately raise a receipt in CRMDMS.  Coordinating with finance manager regarding the finance payments & raising the receipt in CRMDMS.BABASAB PATIL 50
  • 51. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS  Daily morning reporting with the A/C detail of TML & TMLD & details of booking payments.  Daily reporting dealer A/C online operated by customer or executive.  Don’t accept out station cheque.  Before delivery of vehicles check the payments details & sign on the customers file. END OF THE ORGANISATION STUDY OF BIJJARAGI MOTORSRESEARCH PROBLEMThe Research Problem “To study the Customer perception towards store and loyalty ofbijjaragi motors”BABASAB PATIL 51
  • 52. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSOBJECTIVES OF THE STUDY1. To know Indian Auto Industry.2. The main objective is to know customer behaviour towards Bijjaragi motors.3. To know the how many customer are loyal towards Bijjaragi motors.4. To determine the customer awareness towards Bijjaragi store.5. To know the factors influencing customers to buy in that particular store.6. To know the customer loyalty towards BIJJARAGI MOTORS.7. To study whether company is succeeded in developing a store styled to the particular customer personality or status.RESEARCH METHODOLOGY The methodology is the method used in the collecting the information, whichassists for the research problemDescription of research Marketing research design specifies the procedure for conducting a research project.The survey was conducted with the objective “Study of customer perception and loyaltytowards Bjjaragi motors.Data Collection Method:  Primary data: In this study the primary data is collected by survey research I.e. systematic collection of information directly from the respondents.  Secondary Data: The company manuals& reports.SAMPLING METHODBABASAB PATIL 52
  • 53. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSDefine Population: Population is defined in terms of elements, sample unitsSampling Unit: BIJAPUR.Sampling Frame: Potential Customers for Tata MotorsSampling Method Selected: Non Probability Sampling Method is chosen.Sample Size: 50 RespondentsInstrument: Questionnaire DATA ANALYSIS AND INTERPRETATIONFrequenciesDo you have own TATA motor car? Frequency Percent Valid Percent Cumulative Percent Valid yes 96.1 98.0 98.0 no 2 2.0 2.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 53
  • 54. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Do you have own TATA motor car? 120 100 80 60 40 Frequency 20 0 yes no Do you have own TATA motor car?Data analysisFrom the above graph it has been observed that out of 50 respondents,  98% are owner of Tata motor car  2% are not.InterpretationMost of respondents have own Tata car.FrequenciesWhich motor car you have? Frequency Percent Valid Percent Cumulative Percent Valid Tata indica 50 49.0 50.0 50.0 Tata indigo 10 9.8 10.0 60.0 Tata sumo 20 19.6 20.0 80.0 Tata safari 20 19.6 20.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 54
  • 55. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Which motor car you have? Missing tata safari tata indica tata sumo tata indigoData analysisFrom the above graph it has been observed that out of 50 respondents.  There are 50% respondents have TATA indica car,  10% respondents have TATA indigo,  20% respondents have TATA sumo,  20%respondents have TATA safari.InterpretationMost of respondents have TATA INDICA car.FrequenciesSince how long you are using this car (year)? Frequency Percent Valid Percent Cumulative Percent Valid 0-2 30 29.4 30.0 30.0 2-4 30 29.4 30.0 60.0 4-6 20 19.6 20.0 80.0 more than 6 20 19.6 20.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 55
  • 56. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Since how long you are using this car(year)? Missing more than 6 0-2 4-6 2-4Data analysisFrom the above graph it has been observed that out of 50 respondents.  30% of the respondents are using 0-2 year.  30% of the respondents are using 2-4 year,  20% of the respondents using 4-6 year.  20%of the respondents are using more than 6 years. 2% missing.InterpretationMost of respondents are using in between 0-2 year to 2-4 years.FrequenciesWhere did you purchase tata motor car? Frequency Percent Valid Cumulative Percent Percent Valid Bijjaragi motors 70 68.6 70.0 70.0 Manikbag motors 10 9.8 10.0 80.0 Bhagyodaya motors 10 9.8 10.0 90.0 Sterling motors 10 9.8 10.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0BABASAB PATIL 56
  • 57. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Total 102 100.0 Where did you purchase tata motor car? Missing sterling motors bhaguodaya motors manikbag motors bijjaragi motorsData analysisFrom the above graph it has been observed that out of 50 respondents.  70% of the respondents purchased car in Bijjaragi motors.  10%of the respondents purchased in Manikbag,  10%of the respondents purchased in Bhagyodaya,  10%of the respondents purchased in Sterling.InterpretationMost of respondents have purchased (70%) car in Bijjaragi motors Bijapur.FrequenciesWhy did you purchase in that show room? Frequency Percent Valid Cumulative Percent Percent Valid on time 10 9.8 10.0 10.0 delivery service 35 34.3 35.0 45.0 nearest 40 39.2 40.0 85.0 availability 15 14.7 15.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 57
  • 58. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Why did you purchase in that show room? Missing on time delivery availability service nearestData analysisFrom the above graph it has been observed that out of 50 respondents.  10%of the respondents purchased car in that showroom because of on time delivery,  35%of the respondents purchased car because of service,  40% of the respondents purchased car because of nearest showroom,  15% of the respondents purchased car because of availability.InterpretationMost of respondents are to purchase a car in Bijjaragi motors because of nearest place forpurchase.FrequenciesHow do you rate the dealership facility in Bijjaragi motors? Frequency Percent Valid Percent Cumulative Percent Valid Highly 33 32.4 33.0 33.0 satisfied satisfied 48 47.1 48.0 81.0 dissatisfied 9 8.8 9.0 90.0 Highly 5 4.9 5.0 95.0 satisfied average 5 4.9 5.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 58
  • 59. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate the dealership facility in bijaragi motors? Missing average highly dissatisf ied dissatisf ied highly satisf ied satisf iedData analysisFrom the above graph it has been observed that out of 50 respondents.  34% of respondents are highly satisfied with dealership facility in Bijjaragi motors,  47% of the respondents satisfied with dealership facility in Bijjaragi motors ,  9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors,  5% of respondents are highly dissatisfied with dealership facility in Bijjaragi motors,  5% of the respondents on an average.InterpretationMost of respondents are (47%) satisfied with the dealership facility in Bijjaragi motorsBijapur.FrequenciesHow do you rate the fairness of your deal in Bijjaragi motors? Frequency Percent Valid Cumulative percent Percent Valid highly 46 45.1 46.0 46.0 satisfied satisfied 29 28.4 29.0 75.0 dissatisfied 16 15.7 16.0 91.0 highly 5 4.9 5.0 96.0 dissatisfied average 4 3.9 4.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 59
  • 60. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate the fairness of your deal in bijjaragi motors? Miss ing average highly diss atis fied diss atis fied highly satisfied satisfiedData analysisFrom the above graph it has been observed that out of 50 respondents.  46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi motors,  29% of the respondents satisfied with the fairness of deal in Bijjaragi motors,  16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors.  5% of the respondents highly dissatisfied,  4% of respondents on an average.InterpretationMost of respondents are highly satisfied (46%) with the fairness of deal in Bijjaragimotors Bijapur.FrequenciesHow do you rate your experience of the sales person of Bijjaragi motors? Frequency Percent Valid Percent Cumulative Percent Valid highly satisfied 67 65.7 67.0 67.0 satisfied 24 23.5 24.0 91.0 dissatisfied 4 3.9 4.0 95.0 highly dissatisfied 3 2.9 3.0 98.0 average 2 2.0 2.0 100.0 C Total 100 98.0 100.0 Missin System 2 2.0g Total 102 100.0BABASAB PATIL 60
  • 61. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate your experience of the sales person of bijjaragi motors? Mis s ing average highly dis s atis fied dis s atis fied s atis fied highly s atis fiedData analysisFrom the above graph it has been observed that out of 50 respondents.  67% of the respondents are highly satisfied with experience of the sales person in Bijjaragi motors.  24% of the respondents satisfied,  4%of the respondents dissatisfied,  3% of the respondents highly dissatisfied,  2%of the respondents on an average.InterpretationMost of respondents are highly satisfied (67%) with experience of the sales person inBijaragi motors Bijjaragi.FrequenciesHow do you rate the financial process in Bijaragi motors? Cumulative Frequency Percent Valid Percent Percent Valid Highly 38.0 satisfied 38 37.3 38.0 Satisfied 47 46.1 47.0 85.0 Dissatisfied 9 8.8 9.0 94.0 highly dissatisfied 3 2.9 3.0 97.0 average 3 2.9 3.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 61
  • 62. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate the financial process in bijaragi motors? Miss ing average highly diss atisfied dis satisfied highly s atis fied satis fiedData analysisFrom the above graph it has been observed that out of 50 respondents.  38% respondents highly satisfied with the financial process in Bijjaragi motors,  47% of the respondents satisfied,  9%of the respondents dissatisfied,  3% of the respondents highly dissatisfied,  3% of the respondents on an average.InterpretationMost respondents satisfied (47%) with the financial process in Bijjaragi motors.FrequenciesHow do you rate the purchase process in Bijjaragi motors? Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 44 43.1 44.0 44.0 satisfied 45 44.1 45.0 89.0 dissatisfied 7 6.9 7.0 96.0 highly dissatisfied 2 2.0 2.0 98.0 average 2 2.0 2.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 62
  • 63. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate the purchase process in bijjaragi motors? Missing average highky dissatisfied dissatisfied highly satisfied satisfiedData analysisFrom the above graph it has been observed that out of 50 respondents.  44% respondents highly satisfied with the purchase process in Bijjaragi motors,  45% of the respondents satisfied,  6%of the respondents dissatisfied,  2%of the respondents highly dissatisfied,  3% of the respondents on an average.InterpretationMost of respondents are satisfied (45%) with the purchasing process Bijjaragi motors.FrequenciesHow do you rate the delivery timing in Bijjaragi motors? Cumulative Frequency Percent Valid Percent Percent Valid highly satisfied 30 29.4 30.0 30.0 satisfied 60 58.8 60.0 90.0 dissatisfied 10 9.8 10.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 63
  • 64. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS How do you rate the delivery timing in bijjaragi motors? Mis sing diss atis fied highly satisfied satisfiedData analysisFrom the above graph it has been observed that out of 50 respondents.  30% of respondents highly satisfied with the delivery timing in Bijjaragi motors.  60% of the respondents satisfied with the delivery timing in Bijjaragi motors,  10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,InterpretationMost of the respondents (60%) satisfied with the delivery timing in Bijjaragi motorsBijapur.FrequenciesAre you satisfied with overall performance of Bijjaragi motors? Frequency Percent Valid Cumulative Percent Percent Valid highly satisfied 80 78.4 80.0 80.0 satisfied 20 19.6 20.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 64
  • 65. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Are you satisfied with overall performance of bijjaragi motors? Missing satisfied highly satisfiedData analysisFrom the above graph it has been observed that out of 50 respondents.  80% of the respondents highly satisfied with the over all performance of Bijjaragi motors,  20% of the respondents satisfied with the overall performance of Bijjaragi motors.InterpretationMost of respondents are highly satisfied (80%) with the overall performance of Bijjaragimotors Bijapur.FrequenciesDo you recommend your friend & relative to purchase motor car in Bijjaragimotors? Frequency Percent Valid Percent Cumulative Percent Valid Yes 85 83.3 85.0 85.0 No 15 14.7 15.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0BABASAB PATIL 65
  • 66. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS Do you recommend your friend & relative to purchase motor car in bi 100 80 60 40 Frequency 20 0 yes no Do you recommend your friend & relative to purchase motor car in bijjaraData analysisFrom the above graph it has been observed that out of 50 respondents.  85 % of the respondents recommend their friend/relative to purchase motor car in Bijjaragi motors.  15% of the respondents do not recommend their friend and relative to purchase motor car in Bijjaragi motors.InterpretationMost respondents (85%) recommend friend/ relative to purchase a motor car in Bijjaragimotors Bijapur. FINDINGS • From graph 1st it can be analyzed that 98% of the respondents have own TATA motor car, 2% of are not. • From the graph 2nd it can be analyzed that 50% of the respondents using tata indica car, 10% of the respondents using tata indigo car, 20% of the respondents are using tata sumo, 20% of the respondents are using tata safari.BABASAB PATIL 66
  • 67. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • From graph 3rd it can be analyzed that 30% of the respondents are using 0-2 years, 30% of the respondents using 2-4 years, 20% of the respondents using 4-6 year, 20% of the respondents using more than 6 years. • From graph 4th it can be analyzed that 70% of the respondents are purchased car in bijjaragi motors, 10% of the respondents are purchased car in manikbag, 10% of the respondents are purchased car I bhagyodaya motors, 10% of the respondents purchased car in sterling motors. • From graph 5th it can be analyzed that 10% of the respondents are purchased, because of on time delivery, 35% of the respondents are purchased, because of service, 40% of the respondents are purchased, because of nearest, 15% of the respondents are purchased, because of availability. • From graph 6th it can be analyzed that 33% of the respondents are highly satisfied, 48% of the respondents are satisfied, 9% of the respondents are dissatisfied, 5% of the respondents are highly dissatisfied, 5% of the respondents are on an average.BABASAB PATIL 67
  • 68. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • From graph 7th it can be analyzed that 46% of the respondents are highly satisfied, 29% of the respondents are satisfied, 16 % of the respondents are dissatisfied, 5% of the respondents are highly dissatisfied, 4% of the respondents are on an average. • From graph 8th it can be analyzed that 67% of the respondents are highly satisfied, 24% of the respondents are satisfied, 4% of the respondents are dissatisfied, 3% of the respondents are highly dissatisfied, 2% of the respondents are on an average. • From graph 9th it can be analyzed that 38% of the respondents are highly satisfied, 47% of the respondents are satisfied, 9% of the respondents are dissatisfied, 3% of the respondents are highly dissatisfied, 3% of the respondents are on an average. • From graph 10th it can analyze that 44% of the respondents are highly satisfied, 45% of the respondents are satisfied, 7% of the respondents are dissatisfied, 2% of the respondents are highly dissatisfied, 2% of the respondents are on an average. • From the graph 11th it can be analyzed that 30 %of the respondents are highly satisfied, 60% of the respondents are satisfied, and 10% of the respondents are dissatisfied. • From the 12th graph it can be analyzed that 80% of the respondents are highly satisfied, 20 % of the respondents are satisfied.BABASAB PATIL 68
  • 69. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS • . From the 13th graph it can be analyzed that 85 % of the respondents recommended their friends relatives to purchase a car in Bijjaragi motors, 15% of the respondents do not recommend their friend relative to purchase car in Bijjaragi motors. SUGGESTIONSBABASAB PATIL 69
  • 70. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS According the research I suggest bijjargi motors that they need todeliver the vehicles at promised time as well as in time for the first time purchase or bythe time of taking service after purchase by which it can attract more customer by referralof satisfied customer of bijjargi motorsAnd I also suggest the bijjargi motors to increase basic facilities in the showroom. CONCLUSIONBABASAB PATIL 70
  • 71. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS To conclude, most of the respondents are very much satisfied with the serviceprovided by the bijjaragi motors. Looking into the long term perspective it is very bestsign for the company. By measuring respondent’s satisfaction level it will bring out positive benefit tobijjaragi motors, sale person and customers. Respondent’s satisfaction boosts more salesand faithful customer to the bijjaragi motors; it will also help to the bijjaragi motors tointroduce more and more promotional activities, good margin and better service. And also customer perception towards to bijjaragi motors is very much helpful inthe selling of products more with the help of store loyalty, as many of the customers areloyal with the Bijjargi motors QUESTONNARIESDear sir/madam,Name: _________________________________________Occupation: ____________________________________BABASAB PATIL 71
  • 72. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSMobile: ________________________________________Address: _______________________________________ ______________________________________ ______________________________________ 1) Do you have own TATA Motors car? a) Yes b) No 2) Which motor car you have? a) Tata Indica b) Tata Indigo c) Tata Sumo d) Tata Safari 3) Since how long you are using this car(year) a) 0-2 b) 2-4 c) 4-6 d) more than 6 4) Where did you purchase tata motor car? a) Bijjaragi Motors b) Manikbag Motors c) Bhagyodaya motors d) sterling motors 5) Why did you purchase in that show room? a) On time delivery b) Service c) Nearest d) Availability 6) How do you rate the dealership facility in Bijjaragi motors?BABASAB PATIL 72
  • 73. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 7) How do you rate the fairness of your deal in Bijjaragi Motors? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 8) How do you rate your experience of the sales person of Bijjaragi motors? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 9) How do you rate the financial process in Bijjaragi motors? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 10) How do you rate the purchase process in Bijjaragi motors? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average11) How do you rate the delivery timing in Bijjaragi motors? a) Highly satisfied b) SatisfiedBABASAB PATIL 73
  • 74. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORS c) Dissatisfied d) Highly dissatisfied e) Average12) Are you satisfied with overall performance of Bijjaragi motors? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average13) Do you recommend your friend & relative to purchase motor car in Bijjaragi motors? a) If yes, Why___________________________________ b) If no, Why____________________________________14) Any suggestion _____________________________________ _____________________________________ _____________________________________ _____________________________________BIBILIOGRAPHYReference Book:Marketing Research by ParasuramanBABASAB PATIL 74
  • 75. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSMarketing Research by Tull and HawkinsWebsite:www.google.comwww.tatamotors.com THANK YOUBABASAB PATIL 75
  • 76. CUSTOMER PERCEPTION TOWARDS OF BIJJARAGI MOTORSBABASAB PATIL 76