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Project summary report on tata motors by bharat goyal

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Project Summer report on Tata Motors.

Project Summer report on Tata Motors.

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  • 1. CONTENTS Chapter 1  Executive Summary  Introduction of study  Introduction  Automobile Industry  Tata motors Chapter 2 TIKARI AUTOMOBILES  Organization Profile  Benefits of employee & customer  7 P’s Chapter 3  HR department  Service department  Sales department Chapter 4  Findings  Suggestion  Conclusion  Questionnaire Bibliography
  • 2. DECLARATION I Ankit Baberwal undersigned the student of BBA – 5th SEM by declare that the project report is my own and has carried out under the guidance and supervision of Mr. Ravinder of Ganga Institute of technology and management. Further I declare that it has not been submitted to any other university of examination. Date: Sign. Of Student PREFACE In this age of neck to neck competition, there is much importance given to practical knowledge. The theoretical knowledge is not sufficient to understand the boundless field of business management. Today every person wants to be a master in the field they are in. The Practical training is life of management student. In modern world the importance of management is increasing day by day. Industrial training provide a student sufficient knowledge to develop an education to connect theory and practical. So to fulfil our purpose I have done training at “TIKARI AUTOMOBILS”.
  • 3. ACKNOWLEDGEMEMT It is my pleasure to present this report before you. I sincerely would like to show my gratitude towards all those who helped me throughout my project work. I am heartily thankful to Mr. Ravinder,my trainee for giving me his guidance for prepairing this report. He has been an exceptional mentor during these two months of SIP. It has been a great learning experience of being a trainee under him. I would like to express my special thanks to all the another official who has helped me a lot during this SIP. Their critical advices helped me to take this report more effective. INDEX 1. Sector’s Profile 2. Company Profile 3. Executive Training 4. Introduction to study 5. Methodology 6. Analysis of performance V/s Target 7. SWOT analysis 8. Suggestion 9. Limitation 10. Questionnaire 11. Conclusion 12. Bibliography
  • 4. INDEX 1. introduction to study 2. Introduction to automobile industry 3. Brief History 4. Automobile sector in India INTRODUCTION TO STUDY Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us. We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your
  • 5. work to other vendors even though you have given us a lot of work already, we can handle it). One possible response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us. INTRODUCTION TO AUTOMOBILE INDUSTRY
  • 6. Market area in India has been witnessing several changes in charter and Complexity 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 greater assortment of products and services. Higher level of consumer spending on items other than basic necessities, more discerning choice behavior exhibited by consumers, and a clear Indication of consumer preference for better value in products and services. The passenger vehicle segment in the automobile industry plays a vital role in India .The present day market is such that the passenger vehicle is affordable by Middle class people in urban and semi-urban areas; it is also more convenient for traveling short and long distance. Over the years the sales figured of the four wheelers has increased to a very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now the sales have shot up to millions. The Indian automobile industry is now striding inroads into the rural middle class after its inroads into the urban markets and rural rich. It is trying to bring in varying products to suit requirements of different class segments of customers. Vehicles that can be considered automobiles were demonstrated as early as 1769 and 1885 marked the introduction of gasoline powered internal combustion engines. History of Automobile Industry
  • 7. The history of the automobile industry in India actually began about 4,000 years ago when the first wheel was used for transportation. In the early 15th century, the Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. By the 1600s, small steam-powered engine models were developed, but it was another century before a full-sized engine-powered automobile was created. The dream a carriage that moved on its own was realized only in the 18th century when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started to be used in these cars. India's transport network is developing at a fast pace and the automobile industry is growing too. The automobile industry also provides employment to a large section of the population. Thus the role of automobile industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by the automobile industry. It includes the manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The industry can be broadly divided into the car manufacturing, two-wheeler manufacturing and heavy vehicle-manufacturing units. The major car manufacturers in India are Hindustan Motors, Escorts Ltd, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd. Sawarj buses many mores.
  • 8. RATAN TATA Chairman of Tata Sons and major Group companies, including Tata Motors, Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian Hotels, 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 India's 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 country's GDP, and a market capitalisation of $62.2 billion as on July 12, 2007. Tata companies together employ some 2, 46, 000 people. The Group's 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.
  • 9. INDIAN AUTOMOBILE INDUSTRY The Indian auto industry has grown at an impressive 16.82 per cent over the last year with total sales of vehicles reaching around 10 million vehicles till November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the market, the increase in production is set to improve further driven by a buoyant economy, with increasing purchasing power, new product launches, coupled with attractive finance schemes from automobile manufacturers and financial institutions? The domestic passenger 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 will close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005- 06. Destination India: India is on every major global automobile player's roadmap, and it isn't 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.
  • 10. Ashok Leyland HMT Tractors Royal Enfield Audi AG Honda Motors Co. Ltd. San Motors Bajaj Auto Hyundai Motors Scooters India Ltd BEML Indofarm Tractors Skoda Auto India BMW Kinetic Motor Co. Ltd. Sonalika Tractors Bentley Motors Limited Lamborghini Suzuki Motors Chevrolet LML India Swaraj Mazda Ltd. Daewoo Motors Mahindra & Mahindra Ltd. Tafe Tractors Eicher Motors Maruti Suzuki India Ltd. Tata Motors Escorts Ltd. Mercedes Benz Telcon Fiat India Pvt Ltd Mitsubishi Motors Terex Vectra Force Motor Monto Motors Toyota Kirloskar Motors Ford Motors Nissan Motors TVS Motor Co. General Motors Porsche Volvo Hero Honda Reva Electric Co. Yamaha Motor Hindustan Motors Rolls-Royce Motor Economic Survey 2007-08 says: The installed capacity of the automotive industry has been growing at a compounded annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers (scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.
  • 11. India is the second-biggest market for small cars after Japan. It accounts for 60% of the domestic market. Facts Figures It seems that India has finally arrived in the big league of Asian car markets. Steady and impressive annual growth rate, presence of international automakers, relaxation of foreign exchange and equity regulations, reduction of tariffs on imports and few others are the components of its booming auto market. The country has now come to be recognized as a potential emerging auto market. The perception of foreign investors has changed, 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 touch 1.06 million, with exports of 166,000 vehicles. Study says that by 2010 India will take over Germany in sales volumes and Japan 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 for the global auto majors. The auto component market is also in its full swing. As per the research of RNCOS, one of the leading industry firms, the Indian automobile component industry is estimated to triple from USD 63 billion to USD 190 billion within a span of six years by 2012. Indian Automobile Industry Estimation: Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the vastness of Indian automobile industry. Industry analysts predict this industry to touch USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy. Automobile Dealers Network in India
  • 12. In terms of Car dealer networks and authorized service stations, Maruti leads the pack with Dealer networks and workshops across the country. The other leading automobile manufactures are also trying to cope up and are opening their service stations and dealer workshops in all the metros and major cities of the country. Dealers offer varying kind of discount of finances who in tern pass it on to the customers in the form of reduced 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 32.8 The industry has adopted the global standards and this was manifested in the increasing exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to exceed two and- a-half times the export figure for 2001-02. EVEN Growth Opposing the belief that the growth in automobile industry has catered only to the top income-stratum of society, Growth of exports of 32.8 % in the first three quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as against passenger car.
  • 13. Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output continues to dominate the volume statistics of the sector. In 2003-04, for every passenger car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler segment, there is a greater preference for motorcycles followed by scooters, with both production and domestic sales of motorcycles increasing at faster rates than for scooters in the current and previous years. However, mopeds have registered low or negative growth. 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 easy availability of low cost finance with comfortable repayment options continued to drive demand and sales of automobiles during the first two quarters of the current year. The risk 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 the industry.
  • 14. As the players continue to introduce new models and variants, the competition may intensify further. The ability of the players to contain costs and focus on exports will be critical for the performance of their respective companies. The auto component sector has also posted significant growth of 20 per cent 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 automobiles giants. Today, this sector has emerged as another sunrise sector. Why India: The economy of India is emerging. The following table shows the ranking of India in the past four years. Rank 2005 2004 2003 2002 1 China China China China 2 India Thailand Thailand Thailand 3 Thailand India USA USA 4 Vietnam Vietnam Vietnam Indonesia 5 USA USA India Vietnam 6 Russia Russia Indonesia India 7 Korea Indonesia Korea Korea Twin Advantages: • Scaling costs • Optimizing resources INDUSTRY GROWTH The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9 per cent. • The automobile industry crossed a landmark with total vehicle production of 10 million units.
  • 15. • 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 2004-05 Passenger car business unit The company's passenger car range comprises the compact car Indica, the midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the Tata Safari and its variants are the company's multi-utility vehicle offerings. In addition to the growth opportunities in the domestic market, the company is pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial Vehicle Company, Korea's second-largest truck maker, now named Tata Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. 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.
  • 16. 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. TATA MOTORS IN INDIA Type Public (NYSE: TTM) Founded 1960 Headquarters India Industry automotive Products commercial vehicles Revenue INR 369.88 billion or $9.07 billion (F.Y. 2006, converted)([2]) Website http://www.tatamotors.com/
  • 17. Profile: Tata Motors, the flagship company of Tata group. Established in 1945 Tata Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD 5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954 with 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 in the passenger vehicles market with winning products in the compact, midsize and utility vehicle segments. The company is the world's fifth-largest medium and heavy commercial vehicle manufacturer. Tata Motors Limited, formerly known as TELCO (TATA Engineering and Locomotive Company), is India’s largest passenger automobile and commercial vehicle manufacturing company. It is also the world's 5th largest commercial vehicle manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India on the automotive map by designing and developing its own range of cars. Tata Motors date back to 1945 when they started making Trains. Tata Motors was first listed on the NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group have signed a new memorandum of understanding (MoU) to establish a 50:50 joint venture to manufacture passenger vehicles, engines and transmission systems for both domestic 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 the workforce of 22000 employees working in its three plants and other regional and zonal offices across the country.
  • 18. Tata Motors' range of passenger cars is still not comprehensive by international standards. In commercial vehicles, Tata Motors commands an imposing 65% market share in the domestic heavy commercial market. The company is trying to modernize its range of commercial vehicles. Tata Motors hived off its vehicle finance business into a separate subsidiary, TML Financial Services (TMLFS), in September 2006. The company plans to build a car that will cost just under Rs 1,00,000 considering that 2 wheelers in India cost Rs 50,000/-. Indigenously developed mini-truck. Tata motors manufacturing units are located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant manufactures the passenger cars. AREA OF BUSINESS: Tata 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 of 10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The company developed India's first indigenously developed light commercial vehicle, India's first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously manufactured passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. Research and development Tata Motors invests approximately up to 2 per cent of its annual turnover on research and development, with an emphasis on new product / aggregates development and technology up gradation. Its Engineering Research Centre in Pune employs over 1,400 scientists and engineers and has India's 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 design and styling houses like the Institute of Development in Automotive Engineering, SPA,
  • 19. Italy, and Stile Bertoni, Italy. The company has also been implementing several environmentally sensitive technologies in manufacturing processes and uses some of the world's most advanced equipment for emission checking and control. Environmental responsibility Tata Motors has led the Indian automobile industry's anti-pollution efforts through a series of initiatives in effluent and emission control. The company introduced emission control engines in its vehicles in India before the norm was made statutory. All its products meet required emission standards in the relevant geographies. Modern effluent treatment facilities, soil and water conservation programmes and tree plantation drives at its plant locations contribute to the protection of the environment and the creation of green belts. Global Competition Tata Motors have some distinct advantages in comparison to other MNC competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as against 30-35 per cent of sales in developed economies. Tata motors have extensive backward and forward linkages and it is strongly interwoven with machine tools and metals sectors. India is an excellent source for IT based engineering solution for products & process Integration. There are strong supporting industries Exports Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle East, South and South East Asia and Australia. The company also has assembly operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the company has received more than 50 awards from the government of India's Engineering Export Promotion Council, for its export initiatives. While currently about 14 per cent (as on March 31, 2005) of its revenues are from its international business, the company intends to increase its international business through organic and inorganic growth routes.
  • 20. Milestones It has been a long and accelerated journey for Tata Motors, India's leading automobile manufacturer. Some significant milestones in the company's journey towards excellence and leadership. 1945 • Tata Engineering and Locomotive Co. Ltd. was established to manufacture locomotives and other engineering products. 1948 Steam road roller introduced in collaboration with Marshall Sons (UK). 1954 • Collaboration with Daimler Benz AG, West Germany, for manufacture of medium commercial vehicles. The first vehicle rolled out within 6 months of the contract. 1959 Research and Development Centre set up at Jamshedpur. 1961 • Exports begin with the first truck being shipped to Ceylon, now Sri Lanka. 1966 Setting up of the Engineering Research Centre at Pune to provide impetus to automobile Research and Development. 1971 • Introduction of DI engines. 1977 First commercial vehicle manufactured in Pune. 1983 • Manufacture of Heavy Commercial Vehicle commences. 1985 First hydraulic excavator produced with Hitachi collaboration.
  • 21. 1986 • Production of first light commercial vehicle, Tata 407, indigenously designed, followed by Tata 608. 1989 Introduction of the Tatamobile 206 - 3rd LCV model. 1991 • Launch of the 1st indigenous passenger car Tata Sierra. • TAC 20 crane produced. • One millionth vehicle rolled out. 1992 Launch of the Tata Estate. 1993 Joint venture agreement signed with Cummins Engine Co.Inc. for the manufacture of high horsepower and emission friendly diesel engines. 1994 • Launch of Tata Sumo - the multi utility vehicle. • Launch of LPT 709 - a full forward control, light commercial vehicle. • Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz for manufacture of Mercedes Benz passenger cars in India. • Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing turbochargers to be used on Cummins engines. 1995 Mercedes Benz car E220 launched. 1996 • Tata Sumo deluxe launched. 1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out. 1998 • Tata Safari - India's first sports utility vehicle launched. • 2 millionth vehicles rolled out. • Indica, India's first fully indigenous passenger car launched. 1999 115,000 bookings for Indica registered against full payment within a week. Commercial production of Indica commences in full swing. 2000 • First consignment of 160 Indicas shipped to Malta. • Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched. • Utility vehicles with Bharat 2 (Euro II) compliant engine launched. • Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.
  • 22. 2001 Indica V2 launched - 2nd generation Indica. 100,000th Indica wheeled out. Launch of CNG Indica. Launch of the Tata Safari EX Indica V2 becomes India's number one car in its segment. Exits joint venture with Daimler Chrysler. 2002 • Unveiling of the Tata Sedan at Auto Expo 2002. • Petrol version of Indica V2 launched. • Launch of the EX series in Commercial vehicles. • Launch of the Tata 207 DI. • 2,00,000th Indica rolled out. • 5,00,000th passenger vehicle rolled out. • Launch of the Tata Sumo'+' Series • Launch of the Tata Indigo. • Tata Engineering signed a product agreement with MG Rover of the UK. 2003 Launch of the Tata Safari Limited Edition. The Tata Indigo Station Wagon unveiled at the Geneva Motor Show. On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited. • 3 millionth vehicles produced. • First City Rover rolled out
  • 23. • 135 PS Tata Safari EXi Petrol launched • Tata SFC 407 EX Turbo launched 2004 • Tata Motors unveils new product range at Auto Expo '04. • New Tata Indica V2 launched • Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement • Indigo Advent unveiled at Geneva Motor Show • Tata Motors completes acquisition of Daewoo Commercial Vehicle Company • Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck 'NOVUS' , in Korea • Sumo Victa launched • Indigo Marina launched • Tata Motors lists on the NYSE 2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility in Pune • The Tata Xover unveiled at the 75th Geneva Motor Show • Branded buses and coaches - Starbus and Globus - launched • Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus manufacturing Company • Tata Ace, India's first mini truck launched • Tata Motors wins JRD QV award for business excellence. • The power packed Safari Dicor is launched • Introduction of Indigo SX series - luxury variant of Tata Indigo • Tata Motors launches Indica V2 Turbo Diesel. • One millionth passenger car produced and sold • Inauguration of new factory at Jamshedpur for Novus • Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched • Launch of Tata Novus
  • 24. • Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. (TDCV) 2006 • Tata Motors vehicle sales in India cross four million mark • Tata Motors unveils new long wheel base premium Indigo & X-over concept at Auto Expo 2006 • Indica V2 Xeta launched • Passenger Vehicle sales in India cross one-million mark • Tata Motors and Marco polo, Brazil, announce joint venture to manufacture fully built buses & coaches for India & markets abroad • Tata Motors first plant for small car to come up in West Bengal • Tata Motors extends CNG options on its hatchback and estate range • TDCV develops South Korea's first LNG-Powered Tractor- Trailer • Tata Motors and Fiat Group announce three additional cooperation agreements • Tata Motors introduces a new Indigo range 2007 • Tata Motors launches the long wheel base Indigo XL, India's first stretch limousine Awards Tata Motors has been chosen as India's 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
  • 25. 2006. The company's 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 a fundamental process. The two divisions of the company also won the Tata Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant and the car plant at Pune received the Union Ministry of Power's 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 CII's 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 its strong focus on indigenization. This focus has driven the Company to set up world-class manufacturing units with state-of-the-art technology. Every stage of product evolution- design, development, manufacturing, assembly and quality control, is carried out meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in the West and Lucknow in the North.
  • 26. Jamshedpur: This was the first unit of the Company established in 1945 and is spread over an area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box division) and Axle. The divestments in March 2000. Pune: The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and Chinch wad (126 acres). It was established in 1966 and has a Production Engineering Division, which has one of the best motors. Lucknow: Established in 1991 and covering an area of 600 acres, the Lucknow Plant was established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in the 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 Vehicles Research Tata Cars in India The India Cars. They understand market and Indian roads better here. Have been successful in creating right brand equity and share. Offering very practical and economic cars are their prime motive and they are doing well with it. However Tata cars cannot be considered as perfect by any means. They have expertise in diesel technology and lack in petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.
  • 27. Products Passenger cars and utility vehicles • Tata Sierra • Tata nano • Tata Sumo • Tata Safari • Tata Indica • Tata Indigo • Tata Indigo Marina XECUTIVE SUMMARY This project mainly concentrates on the “Organization Study & Study of Customer perception and loyalty towards TKIARI AUTOMOBILES (authorised service station low floor buses of Tata Motors)”DELHI A consumer may have set of interests, benefits, attitudes and life style before purchasing a product. But there might be a major change in his taste of preference after the purchase has been made. In such a position it is difficult for the marketer to know the behaviour of the consumer. With this view in mind the research study will be conducted to find out the consumer preference towards store and loyalty. To carry on the study the research has been conducted as per the marketing research process. As the study requires the customer (potential) opinion it will also help to know the awareness level of store and loyalty in Delhi district and also the opinion regarding the vehicle as well as the overall performance of tikari automobiles(authorised
  • 28. service station of Tata motors). The study will also help us to identify the factors that influence to buy the store and loyalty which will helpful to company for better improvement of the vehicles & stores. For this study I had collected the primary data through questionnaire and the company catalogues, brochures are collected for secondary information. To collect primary data survey is conducted on individuals (potential customers) this study is limited to the Delhi only. 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 towards Tikari Services of Tata & other service stations of tata in delhi. INTRODUCTION END A PROFILE AND INTRODUCTION OF TATA MOTORS
  • 29. TIKARI AUTOMOBILE Company profile of Tikari Motors Tikari Motors has made deep inroads in the cars market at north region of Karnataka with top breeds cars from the house of Tata Motors. As a professionally managed car dealer. Tikari Motors is committed to excellence in serving all our esteemed customers. Tikari Motors has earned a new name & fame since it has become an authorized dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate cars & leave no stone unturned to provide great service. A modern show room of Tikari Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel experience & drive dynamics on actual driving condition. The showroom even supports you with the service centre, to assure you of quality service. The Sales Team at Tikari Motors is made up of dedicated show room & field professional with associated with various sections to guide our valuable customers through the entire sales process right from assisting in the choice of model, colour & features to extend a helping hand for our customers. We Tikari motors are proud to say that we have been made an elite dealer by Tata Motors for recognition for outstanding achievements & dedicated dealership enhancement.
  • 30. Tikari Motors of Bijapur has been the winner for best seller award from Tata Motors& in our services too. Show Room of Tikari Motors Make your dreams & aspirations come true. This elegant exclusive modern show room of Tikari Motors an authorized dealership of Tata Motors is designed to meet the rising expectation of the customers. Here a fleet of well maintained Tata Cars awaits your perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at BIJAPUR’. We are providing better access to both the proud owner as well as prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica, Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out lets. 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 latest modern equipments & updates with Tata challenging world standards. Our technical team is qualified & trained to analyze & provide accurate solution as service point of view.
  • 31. Objectives of Tikari 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 PROFILE Company Name : TIKARI AUTOMOBILE
  • 32. Established on : In the year 1991 Address : TIKARI AUTOMOBILE Indi cross, Bijapur 586104 Plant Area : 2.5 Acre Capital : 1.5 Crore Owner/Partner : Partner Managing Director : Raju.Tikari Total No of Employees : 160 TIKARI AUTOMOBILE LOGO IS TIKARI AUTOMOBILES (Tata Motors Authorized Service Station) Tikari 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) in numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in service section for the financial year 2004 -2005. Due to our excellent service many customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are satisfied. Due to this reason Tikari Automobiles service network got popularized from north India to south India & got a brand name through out India. Tikari Automobiles has been place d in top ranking continuously since 2004 to current financial year, our staffs are completely 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 aim
  • 33. ends with customer satisfaction & to continue the service relation with latest technology along 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 TIKARI AUTOMOBILES LTD. Good infrastructure, well qualified & trained man power, state of art diagnostic equipments & innovative ideas are the key elements in making Tikari Automobiles successful 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 balancer
  • 34. 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 facility MISSION AND VISION The mission and vision of the organization was ultimately the customer to satisfy the customer and have a potential customer bases this is what the have earned in these year. A potential and prospective customer bases that are satisfied with kinds of products 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.
  • 35. 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, Tikari Motors started to sell the products of TATA Motors 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.  He will be the authority for approving the quality manual, quality policy and quality objection of the company. Assistant General Manager:
  • 36. 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. Work Manager:
  • 37. 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 report Company has following facilities:
  • 38. 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 & employees Auto 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  ESTATE  SPACIO  INDICA  INDIGO
  • 39.  This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being serviced/repaired every day. MANPOWER: WORKERS IN CAR SECTION Workers -50 Managerial Staff - 8 Manager-2 Accountant-4 Supervisors-3 CRO-1 HEAVY VEHICLE SECTION Tikari 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 SECTION Workers -30 Managerial Staff - 4
  • 40. Manager-2 Accountant-2 Supervisors-3 CRO-1 Divisions: 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. 6)First aid kit: Company has arranged first aid kit in every division of the motor section for the safety of the employees.
  • 41. 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. 8. All the employees should undergo training and development program. Benefits to Customer:
  • 42.  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. 7P’s
  • 43. Product: All type of TATA products service provided in Tikari Motors (Light & Heavy Vehicles). The services are: General Work Body Work Electrical Work Engine Work Price: Tikari 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. Promotions: To increase the service Tikari Motors providing Free Washing Mela, Free Check up etc. It also helps to increase the sales in spares department. Physical Evidence: 1. It is very important, so Tikari Motors always maintain clean & safe around the Tikari Motors. 2. Customer they can view, where the mechanics of Tikari Motors working area. SOLAPUR HOSPET HUBLI GULBARGA BIJAPUR
  • 44. 3. Tikari Motors providing visitors room/lounge to their customers. 4. Tikari Motors always offer welcome Tea/Soft drink to their customers. 5. Customers can see the new technology, when they enter into the service station. 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: DQCTC D- Diagnostic Q- Quality C- Cost T- Time C- Customer and complaint handling Work manager role are
  • 45. 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 properly ♦ Quality of work performance on the vehicles ♦ Toughness in fulfilling requests ♦ Availability of pets for service Problems experienced ♦ Trouble free operation ♦ Freedom from squeals and rattles ♦ Ease of maintain and repair overall quality relialibility and duties
  • 46. User friendly service ♦ Consideration for the customers free ♦ Standing behind their service ♦ Convents days and hours of operation ♦ Cleanliness and appearance of service facility. Customer perception is an important component of our relationship with our customers. Given that 90% plus of our orders at some point involve the phone, how we handle the telephone is essential to creating a perception for our customer that aligns with the company mission of service. The following is a great way of handling the phone. 1. The greeting is: Good Morning/Afternoon this is Joshua with (your company name). How may I help you? 2. Always ask and receive a response from people before you put them on hold: Would you please hold...? Then be sure they are not on hold very long otherwise offer to call them back. 3. Remember to smile on the phone. Slow down and speak plainly and clearly. Smiling stretches your vocal cords, and gives a more upbeat presentation to the customer. Slowing down ensures that the customers perception is of an organized systematic company that can handle their project. Getting it done right and on time consistently. 4. If you transfer a call and know who is calling, tell the name of the caller to your co-worker so they can greet the person by their name. 5. Under no circumstances should any interaction with a client be used to express any sense of overwhelm that you may have. We are swamped, we are so busy, etc. may be acceptable office banter in most companies but it really should not be! If I am a customer and I am looking to get a rush project done, this type of comment tells me that I might want to consider looking elsewhere. Customers do not care how busy we are when they call and ask: How busy are you? What they really care about is can we take care of another project they have for us. We know from talking to clients that often they feel that they are bothering us or have a concern that they might be overloading us. It is curious to know that sometimes these are our best clients that have this concern. Therefore, anything that might reinforce this is something we want to avoid (you do not need to send your work to other vendors even though you have given us a lot of work already, we can handle it). One possible
  • 47. response to: Are you busy? - is to say: We are busy, but never too busy to help you - what can I do for you? or words to that effect. They are the customers. They do not want to hear about our situation they want to talk about what we can do for them. 6. If we have to contact a customer with bad news of any kind realize that your tone of voice and approach to it set the tone. We do not want to be nonchalant as if it is not big deal. Nor do we want to act like a terrible calamity occurred. Here are keys to contacting customers with bad news: * Prepare rehearse and organize what you are going to communicate to them and how you are going to communicate it to them. * Be sure there is no hint of blame or avoiding responsibility. Customers do not care about the folder being broken, the copier jamming or any other things. That is our problem. It is not their problem and they actually do not want to hear about it. Certainly, later in the conversation if they ask what the source of the delay or problem is, you can share that with them, but it should not be something that you want to volunteer early in the conversation. * Be absolutely certain that you have options to give the customer in these situations. This allows them to be more in control rather than a victim. What are options? What are solutions? Do not call them with the problem unless you are also providing solutions to them. * Learn what you could have done to prevent this problem from occurring and do so next time. Again, the customer is calling us to take on their problems and to solve their problems. They really do not want (nor do they care) to know about our problems. 7. Remember to always thank the customer. Thank them for calling. Thank them for their business. Thank them for cooperation and understanding. Thank them for a well prepared electronic file. Thank them for a referral. Thank them for the professional manner in which they and their company interact with us. Instrument: Questionnaire DATA ANALYSIS AND INTERPRETATION Frequencies Do you have own TATA motor car? Frequency Percent Valid Percent Cumulative Percent Valid yes 96.1 98.0 98.0
  • 48. no 2 2.0 2.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 Do you have own TATA motor car? Do you have own TATA motor car? noyes Frequency 120 100 80 60 40 20 0 Data analysis From the above graph it has been observed that out of 50 respondents,  98% are owner of Tata motor car  2% are not. Interpretation Most of respondents have own Tata car. Frequencies Which 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
  • 49. Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 Which motor car you have? Missing tata safari tata sumo tata indigo tata indica Data analysis From 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. Interpretation Most of respondents have TATA INDICA car. Frequencies Since 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
  • 50. Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 Since how long you are using this car(year)? Missing more than 6 4-6 2-4 0-2 Data analysis From 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. Interpretation Most of respondents are using in between 0-2 year to 2-4 years. Frequencies Where did you purchase tata motor car? Frequency Percent Valid Percent Cumulative Percent Valid TIKARI AUTOMOBI LE 70 68.6 70.0 70.0 Manikbag motors 10 9.8 10.0 80.0
  • 51. 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 2.0 Total 102 100.0 Where did you purchase tata motor car? Missing sterling motors bhaguodaya motors manikbag motors bijjaragi motors Data analysis From the above graph it has been observed that out of 50 respondents.  70% of the respondents purchased car in TIKARI AUTOMOBILE.  10%of the respondents purchased in Manikbag,  10%of the respondents purchased in Bhagyodaya,  10%of the respondents purchased in Sterling. Interpretation Most of respondents have purchased (70%) car in TIKARI AUTOMOBILE Bijapur. Frequencies Why did you purchase in that show room? Frequency Percent Valid Percent Cumulative Percent Valid on time delivery 10 9.8 10.0 10.0 service 35 34.3 35.0 45.0 nearest 40 39.2 40.0 85.0
  • 52. availability 15 14.7 15.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 Why did you purchase in that show room? Missing availability nearest service on time delivery Data analysis From 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. Interpretation Most of respondents are to purchase a car in TIKARI AUTOMOBILE because of nearest place for purchase. Frequencies How do you rate the dealership facility in TIKARI AUTOMOBILE? Frequency Percent Valid Percent Cumulative Percent Valid Highly satisfied 33 32.4 33.0 33.0 satisfied 48 47.1 48.0 81.0 dissatisfied 9 8.8 9.0 90.0 Highly satisfied 5 4.9 5.0 95.0 average 5 4.9 5.0 100.0
  • 53. Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 How do you rate the dealership facility in bijaragi motors? Missing average highly dissatisfied dissatisfied satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  34% of respondents are highly satisfied with dealership facility in TIKARI AUTOMOBILE,  47% of the respondents satisfied with dealership facility in TIKARI AUTOMOBILE ,  9% of the respondents dissatisfied with the dealership facility in TIKARI AUTOMOBILE,  5% of respondents are highly dissatisfied with dealership facility in TIKARI AUTOMOBILE,  5% of the respondents on an average. Interpretation Most of respondents are (47%) satisfied with the dealership facility in TIKARI AUTOMOBILE Bijapur. Frequencies How do you rate the fairness of your deal in TIKARI AUTOMOBILE? Frequency Percent Valid percent Cumulative Percent Valid highly satisfied 46 45.1 46.0 46.0 satisfied 29 28.4 29.0 75.0 dissatisfied 16 15.7 16.0 91.0 highly dissatisfied 5 4.9 5.0 96.0
  • 54. average 4 3.9 4.0 100.0 Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 How do you rate the fairness of your deal in bijjaragi motors? Missing average highly dissatisfied dissatisfied satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  46% of the respondents are highly satisfied with Fairness of deal in TIKARI AUTOMOBILE,  29% of the respondents satisfied with the fairness of deal in TIKARI AUTOMOBILE,  16% of the respondents dissatisfied with the fairness of deal in TIKARI AUTOMOBILE.  5% of the respondents highly dissatisfied,  4% of respondents on an average. Interpretation Most of respondents are highly satisfied (46%) with the fairness of deal in TIKARI AUTOMOBILE Bijapur. Frequencies How do you rate your experience of the sales person of TIKARI AUTOMOBILE? 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
  • 55. C Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0 How do you rate your experience of the sales person of bijjaragi motors? Missing average highly dissatisfied dissatisfied satisfied highly satisfied Data analysis From 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 TIKARI AUTOMOBILE.  24% of the respondents satisfied,  4%of the respondents dissatisfied,  3% of the respondents highly dissatisfied,  2%of the respondents on an average. Interpretation Most of respondents are highly satisfied (67%) with experience of the sales person in Bijaragi motors Bijjaragi. Frequencies How do you rate the financial process in Bijaragi motors? Frequency Percent Valid Percent Cumulative Percent Valid Highly satisfied 38 37.3 38.0 38.0 Satisfied 47 46.1 47.0 85.0 Dissatisfied 9 8.8 9.0 94.0
  • 56. 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 102 100.0 How do you rate the financial process in bijaragi motors? Missing average highly dissatisfied dissatisfied satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  38% respondents highly satisfied with the financial process in TIKARI AUTOMOBILE,  47% of the respondents satisfied,  9%of the respondents dissatisfied,  3% of the respondents highly dissatisfied,  3% of the respondents on an average. Interpretation Most respondents satisfied (47%) with the financial process in TIKARI AUTOMOBILE. Frequencies How do you rate the purchase process in TIKARI AUTOMOBILE? Frequency Percent Valid Percent Cumulative Percent Valid highly satisfied 44 43.1 44.0 44.0 satisfied 45 44.1 45.0 89.0
  • 57. 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 102 100.0 How do you rate the purchase process in bijjaragi motors? Missing average highky dissatisfied dissatisfied satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  44% respondents highly satisfied with the purchase process in TIKARI AUTOMOBILE,  45% of the respondents satisfied,  6%of the respondents dissatisfied,  2%of the respondents highly dissatisfied,  3% of the respondents on an average. Interpretation Most of respondents are satisfied (45%) with the purchasing process TIKARI AUTOMOBILE. Frequencies How do you rate the delivery timing in TIKARI AUTOMOBILE? Frequency Percent Valid Percent Cumulative Percent
  • 58. 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 102 100.0 How do you rate the delivery timing in bijjaragi motors? Missing dissatisfied satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  30% of respondents highly satisfied with the delivery timing in TIKARI AUTOMOBILE.  60% of the respondents satisfied with the delivery timing in TIKARI AUTOMOBILE,  10% of the respondents dissatisfied with the delivery timing in TIKARI AUTOMOBILE, Interpretation Most of the respondents (60%) satisfied with the delivery timing in TIKARI AUTOMOBILE Bijapur. Frequencies Are you satisfied with overall performance of TIKARI AUTOMOBILE?
  • 59. Frequency Percent Valid Percent Cumulative 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 102 100.0 Are you satisfied with overall performance of bijjaragi motors? Missing satisfied highly satisfied Data analysis From the above graph it has been observed that out of 50 respondents.  80% of the respondents highly satisfied with the over all performance of TIKARI AUTOMOBILE,  20% of the respondents satisfied with the overall performance of TIKARI AUTOMOBILE. Interpretation Most of respondents are highly satisfied (80%) with the overall performance of TIKARI AUTOMOBILE Bijapur. Frequencies Do you recommend your friend & relative to purchase motor car in TIKARI AUTOMOBILE?
  • 60. 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 102 100.0 Do you recommend your friend & relative to purchase motor car in bi Do you recommend your friend & relative to purchase motor car in bijjara noyes Frequency 100 80 60 40 20 0 Data analysis From 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 TIKARI AUTOMOBILE.  15% of the respondents do not recommend their friend and relative to purchase motor car in TIKARI AUTOMOBILE. Interpretation Most respondents (85%) recommend friend/ relative to purchase a motor car in TIKARI AUTOMOBILE Bijapur. FINDINGS
  • 61. • 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. • 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 TIKARI AUTOMOBILE, 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.
  • 62. • 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. • 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.
  • 63. • 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. • . From the 13th graph it can be analyzed that 85 % of the respondents recommended their friends relatives to purchase a car in TIKARI AUTOMOBILE, 15% of the respondents do not recommend their friend relative to purchase car in TIKARI AUTOMOBILE.
  • 64. SUGGESTIONS According the research I suggest Tikari motors that they need to deliver the vehicles at promised time as well as in time for the first time purchase or by the time of taking service after purchase by which it can attract more customer by referral of satisfied customer of Tikari motors And I also suggest the Tikari motors to increase basic facilities in the showroom.
  • 65. CONCLUSION To conclude, most of the respondents are very much satisfied with the service provided by the TIKARI AUTOMOBILE. Looking into the long term perspective it is very best sign for the company. By measuring respondent’s satisfaction level it will bring out positive benefit to TIKARI AUTOMOBILE, sale person and customers. Respondent’s satisfaction boosts more sales and faithful customer to the TIKARI AUTOMOBILE; it will also help to the TIKARI AUTOMOBILE to introduce more and more promotional activities, good margin and better service. And also customer perception towards to TIKARI AUTOMOBILE is very much helpful in the selling of products more with the help of store loyalty, as many of the customers are loyal with the Tikari motors
  • 66. QUESTONNARIES Dear sir/madam, Name: _________________________________________ Occupation: ____________________________________ Mobile: ________________________________________ 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) TIKARI AUTOMOBILE b) Manikbag Motors c) Bhagyodaya motors d) sterling motors 5) Why did you purchase in that show room?
  • 67. a) On time delivery b) Service c) Nearest d) Availability 6) How do you rate the dealership facility in TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 7) How do you rate the fairness of your deal in TIKARI AUTOMOBILE? 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 TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 10) How do you rate the purchase process in TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied
  • 68. e) Average 11) How do you rate the delivery timing in TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 12) Are you satisfied with overall performance of TIKARI AUTOMOBILE? a) Highly satisfied b) Satisfied c) Dissatisfied d) Highly dissatisfied e) Average 13) Do you recommend your friend & relative to purchase motor car in TIKARI AUTOMOBILE? a) If yes, Why___________________________________ b) If no, Why____________________________________ 14) Any suggestion _____________________________________ _____________________________________ _____________________________________ _____________________________________ BIBILIOGRAPHY
  • 69. Reference Book: Marketing Research by Parasuraman Marketing Research by Tull and Hawkins Website: www.google.com www.tatamotors.com