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ONESTOPSERVICE
TEAM:
• PIYUSHREE NAGRALE
• SIVARAJ KUMAR N Y
• THEJASWINI
• SANDHYA
• KEERTHIKA
7P’S: PRODUCT
• Customer Benefit Concept
• General automobile service - Two Wheeler
• Emergency repair works
• Pick up & delivery of vehicles
• Low cost with no compromise in quality
• Quick & relevant service
• Service at door step
• Membership benefits (free
cleaning, regular periodic services and
timely reminders for the same, discounted
services)
• Service Concept
• Two wheeler Service, Maintenance & Repair service
• Service Form
• Our services are offered in the following forms
• Onsite Service through our personnel– Few services
• 24x7 Support at Call Centers, Servicing, Online
• Night Service – This is for customers who would need the
bike the next morning, but comes at a premium charge
• Pre Booking Service
• Automobile Consulting - Highly qualified advisors to
provide consulting services for their two wheelers
7P’S: PRODUCT
• Service Offer
• The following services will be offered at every service station
• Water Service
• Oil Change
• Overall service
• Minor repairs
• Bike Alterations
• Advisory Services
• Spare Parts Change
• Annual Maintenance Services – Plan in which initially the
customer should make the payment for 10 services and he gets 2
services free of cost. Every month as per the convenience of the
customer the vehicle is picked from the customer’s
location, serviced and returned within 8 hrs. This 8 hour delivery
service is offered only to customers who opt for AMS. This service
will include FREE cleaning of the vehicles.
• Service Delivery
• All the services will be delivered by highly trained and
experienced mechanics – Every mechanic will be picked after
a series of tests and ensured to deliver high quality service
to the end user availing the service
• The delivery will happen at any of “OneStopService”
workshops across the city.
• Customer Touch points would include the following
• Workstations
• Phone Calls
• Internet Bookings
• Service Advisors
• Our Experienced Staff
7P’S: PRODUCT
Tangibles
• Spare Parts – All are genuine with warranty
period
• Workstation
• Paints
• Oils
• Our Experienced Staff
• Service Advisors
Intangibles
• Vehicle service and repairs
• Expert Advice
• Reliability
• Benefits to customers like discounts, free
cleaning, timely delivery etc.
TOTAL PRODUCT CONCEPT
Generic Product
•Vehicle Service & Spare parts replacement
Expected Product
•Low Cost Service & Genuine Parts Replacement
Augmented Product
•Free Pickup & Delivery of vehicle
•AMC – Services, Consulting, Night Services
•Pre-booking – Online & Call Center
Potential Product
•Own Workstations
•Customer Relationship Centers
PLACE
• Within city limits, 2-3 Workstations(owned by Mechanics) in every locality with extra workstations in
densely populated localities.
• In the outskirts of the city, at least 1 Workstation will be available for every 5km
• An office with the back-end operation
PRICE
Minor Services: Fixed Pricing
Full Vehicle Services: Fixed Pricing
Vehicle Pick-up & Drop Facility: Free
Night Service: Premium Pricing
Part Replacement: Fixed Pricing
Annual Maintenance Service: Discounted
Pricing
Consultation: Custom Pricing
PROMOTION
• 1-to-1 Customer MarketingWord-of-mouth
• Mobile Apps & Social MediaOnline Promotion
• For AMCAttractive Discounts
• Leading local news daily
Ads in Print Media &
related Publications
PHYSICAL EVIDENCE
• Spare Parts
• Stickers
• Keychain
Peripheral Evidence
• Service offered
• Home delivery
Essential Evidence
PEOPLE
Service Personnel
• Expert Mechanics
• Backend Operators
Customers
• Vehicle Owners
PROCESS
Possession Processing
Intermittent
Processing
SERVICE TRIANGLE
OneStop
Service
Company –
OneStop
Service
Customer
Employees
– Workshop
Franchisees
Ease of availability
24X7 service
Night Service
Genuine Parts
(Credibility &
Warranty)
External
Marketing:
Selection of service
provider
Training(Soft
skills, technical)
Defining
processes(using
genuine parts
sourced by stop
service)
Recruitment to
back-end office &
Training
Internal
Marketing:
Top Priority for 1
stop service
customers
Timely Service
Behavioural
etiquettes
Interactive
Marketing
Website/Call
• Near to Customer for all Services
Work station
• Minor service- Near Company & Employee
• Full Vehicle Service- Middle of customer & “Company & Employee”
• Night Service- Near Company & employee
• Part Replacement- Near Company & employee
• AMC- Near Company & employee
• Consultation- No LOV
Line Of Visibility (LOV)
INDUSTRY ANALYSIS
Two Wheeler Industry
45%
20%
19%
8%
8%
Market Share
Hero Honda Bajaj TVS Others
Two Wheeler – Service Centers
35%
38%
45%
48%
45%
44%
65%
62%
55%
52%
55%
56%
2007 -
2008
2008 -
2009
2009 -
2010
2010 -
2011
2011 -
2012
2012 -
2013
2W- SERVICE CENTER
CUSTOMER PREFERENCE
Company Service Centers Local Workshops
• Target Segment
• People looking for 2W service under brands but at a cheaper cost
COMPETITOR ANALYSIS
Key Competitors
• All the 2W Manufactures provide free service for a
certain period
• Hero Moto Corp
• Honda Motorcycle and Scooter India
• Bajaj Auto Limited
• TVS Automobiles
• 2.5 to 4% is the share of revenue for these big
players in service & spares replacement
• Beyond that they charge for every service at a
premium
• Other Competitor – Local 2W Workshops
• Pricing Higher than our servicing
• Credibility - Lacking
Factors Contributing for
Competitors
Credibility –
Trust Factor
Threat of
losing
genuine parts
at local
workshops
No Warranty
or Guarantee
THANK YOU…
!!!

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1 Stop Service: 2 Wheeler Maintenance

  • 1. ONESTOPSERVICE TEAM: • PIYUSHREE NAGRALE • SIVARAJ KUMAR N Y • THEJASWINI • SANDHYA • KEERTHIKA
  • 2. 7P’S: PRODUCT • Customer Benefit Concept • General automobile service - Two Wheeler • Emergency repair works • Pick up & delivery of vehicles • Low cost with no compromise in quality • Quick & relevant service • Service at door step • Membership benefits (free cleaning, regular periodic services and timely reminders for the same, discounted services) • Service Concept • Two wheeler Service, Maintenance & Repair service • Service Form • Our services are offered in the following forms • Onsite Service through our personnel– Few services • 24x7 Support at Call Centers, Servicing, Online • Night Service – This is for customers who would need the bike the next morning, but comes at a premium charge • Pre Booking Service • Automobile Consulting - Highly qualified advisors to provide consulting services for their two wheelers
  • 3. 7P’S: PRODUCT • Service Offer • The following services will be offered at every service station • Water Service • Oil Change • Overall service • Minor repairs • Bike Alterations • Advisory Services • Spare Parts Change • Annual Maintenance Services – Plan in which initially the customer should make the payment for 10 services and he gets 2 services free of cost. Every month as per the convenience of the customer the vehicle is picked from the customer’s location, serviced and returned within 8 hrs. This 8 hour delivery service is offered only to customers who opt for AMS. This service will include FREE cleaning of the vehicles. • Service Delivery • All the services will be delivered by highly trained and experienced mechanics – Every mechanic will be picked after a series of tests and ensured to deliver high quality service to the end user availing the service • The delivery will happen at any of “OneStopService” workshops across the city. • Customer Touch points would include the following • Workstations • Phone Calls • Internet Bookings • Service Advisors • Our Experienced Staff
  • 4. 7P’S: PRODUCT Tangibles • Spare Parts – All are genuine with warranty period • Workstation • Paints • Oils • Our Experienced Staff • Service Advisors Intangibles • Vehicle service and repairs • Expert Advice • Reliability • Benefits to customers like discounts, free cleaning, timely delivery etc.
  • 5. TOTAL PRODUCT CONCEPT Generic Product •Vehicle Service & Spare parts replacement Expected Product •Low Cost Service & Genuine Parts Replacement Augmented Product •Free Pickup & Delivery of vehicle •AMC – Services, Consulting, Night Services •Pre-booking – Online & Call Center Potential Product •Own Workstations •Customer Relationship Centers
  • 6. PLACE • Within city limits, 2-3 Workstations(owned by Mechanics) in every locality with extra workstations in densely populated localities. • In the outskirts of the city, at least 1 Workstation will be available for every 5km • An office with the back-end operation
  • 7. PRICE Minor Services: Fixed Pricing Full Vehicle Services: Fixed Pricing Vehicle Pick-up & Drop Facility: Free Night Service: Premium Pricing Part Replacement: Fixed Pricing Annual Maintenance Service: Discounted Pricing Consultation: Custom Pricing
  • 8. PROMOTION • 1-to-1 Customer MarketingWord-of-mouth • Mobile Apps & Social MediaOnline Promotion • For AMCAttractive Discounts • Leading local news daily Ads in Print Media & related Publications
  • 9. PHYSICAL EVIDENCE • Spare Parts • Stickers • Keychain Peripheral Evidence • Service offered • Home delivery Essential Evidence
  • 10. PEOPLE Service Personnel • Expert Mechanics • Backend Operators Customers • Vehicle Owners
  • 12. SERVICE TRIANGLE OneStop Service Company – OneStop Service Customer Employees – Workshop Franchisees Ease of availability 24X7 service Night Service Genuine Parts (Credibility & Warranty) External Marketing: Selection of service provider Training(Soft skills, technical) Defining processes(using genuine parts sourced by stop service) Recruitment to back-end office & Training Internal Marketing: Top Priority for 1 stop service customers Timely Service Behavioural etiquettes Interactive Marketing
  • 13. Website/Call • Near to Customer for all Services Work station • Minor service- Near Company & Employee • Full Vehicle Service- Middle of customer & “Company & Employee” • Night Service- Near Company & employee • Part Replacement- Near Company & employee • AMC- Near Company & employee • Consultation- No LOV Line Of Visibility (LOV)
  • 14. INDUSTRY ANALYSIS Two Wheeler Industry 45% 20% 19% 8% 8% Market Share Hero Honda Bajaj TVS Others Two Wheeler – Service Centers 35% 38% 45% 48% 45% 44% 65% 62% 55% 52% 55% 56% 2007 - 2008 2008 - 2009 2009 - 2010 2010 - 2011 2011 - 2012 2012 - 2013 2W- SERVICE CENTER CUSTOMER PREFERENCE Company Service Centers Local Workshops • Target Segment • People looking for 2W service under brands but at a cheaper cost
  • 15. COMPETITOR ANALYSIS Key Competitors • All the 2W Manufactures provide free service for a certain period • Hero Moto Corp • Honda Motorcycle and Scooter India • Bajaj Auto Limited • TVS Automobiles • 2.5 to 4% is the share of revenue for these big players in service & spares replacement • Beyond that they charge for every service at a premium • Other Competitor – Local 2W Workshops • Pricing Higher than our servicing • Credibility - Lacking Factors Contributing for Competitors Credibility – Trust Factor Threat of losing genuine parts at local workshops No Warranty or Guarantee