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1. Project Report on
“Human Resource Practice in Maruti Suzuki”
Submitted in partial fulfillment
For the degree of
MASTERS of BUSINESS ADMINISTRATION
MODI INSTITITUTE OF MANAGEMENT AND
TECHNOLOGY,
KOTA
Submitted to
Dr. Shilpa Sharma
Submitted by
Arvind Sumit Lakra
MBA 3rd sem

2. Project Report on
“Human Resource Practice in Maruti Suzuki”

3. INTRODUCTION
Maruti Suzuki India Limited is a leading four - wheeler automobile
manufacturer in South Asia. It is largely credited for having brought
in an automobile revolution to India.
It was the first company in India to mass-produce and sell more than a
million cars.
It is largely credited for having brought in an automobile revolution to
India.
It is the market leader in India and on 17 September 2007, Maruti Udyog
was renamed Maruti Suzuki India Limited.
Maruti Udyog Limited (MUL) was established in February 1981, though
the actual production commenced in 1983 with the Maruti 800.

4. Until recently, 18.28% of the company was owned by the Indian
government, and 54.2% by Suzuki of Japan. The Indian government held
an initial public offering of 25% of the company in June 2003. As of May
10, 2007, Govt. of India sold its complete share to Indian financial
institutions. With this, Govt. of India no longer has stake in Maruti Udyog.
 Currently 4 plants spread over 3.2 million square meters.
Producing one car every 26 seconds.
Cont…

5. History (SMC)
Suzuki motor corporation (smc) a 100-year-old company is currently the
ninth largest carmaker in the world.
 Having started off as a loom maker for Japan's silk industry, Suzuki
diversified into making motorized bicycles in 1952, when the textile
market collapsed.
History (MUL)
The company was incorporated as Maruti Motors Limited on 4 June 1971,
and Sanjay Gandhi took full advantage of his position, acquiring land in
Gurgaon, where a factory was built and operations started.
 After Sanjay Gandhi death Indira Gandhi decided to revive Maruti. Maruti
Udyog Limited was incorporated on 24 Feb. 1981, and
V.Krishnamurthy(formerly of BHEL), R.C. Bhargava(from the IAS) and
D.S.Gupta (also ex-BHEL) were tasked with the job of launching India’s
people’s car once again.

6. MD & CEO
Kenichi Ayukawa
Chairperson
Mr. R.C. Bhargava

7. Maruti-Suzuki ranked no.1 in customer
satisfaction 9th time in a row…
“Our Mission… Customer delight”
Source:- J.D.Power Asia Pacific 2008 India customer satisfaction index (CSI) study

8. Human Resource Practices in Maruti Suzuki
HR VISION
•Lead and Facilitate continuous change towards organizational excellence ;
create a learning and vibrant organization with high sense of pride amongst
its members.
HR INITIATIVES
• Prepare MUL Strategic Business Plan to achieve the Vision & Goal
• Improve the performance Appraisal system - its process, skill & usage
• Improvements in internal & external Training & its effective utilization.
• Systematic career planning; Job Rotation; Empowerment; Job enrichment
• Periodic communication meeting at various levels; Roll out of Vision
• Retention of Talent

9. CULTURE BUILDING INITIATIVES SINCE INCEPTION
Japanese Management philosophy of Team Spirit
• Common uniform
• Open office
• Common Canteen
• Communication and decision making
• Morning Meetings
• Morning Exercises
INDUCTION AND SUCCESSION
• Transparent Recruitment & Selection process
• Recruitment on an All India Basis – no sector or region specific.
• Engineers, MBAs / PGDM – CAMPUS
• ALL-INDIA TEST
• CAs - Rank Holders
• Lateral Entry for Experienced Professionals.

10. MATTER USUALLY DISCUSSED IN THE MARUTI INDUCTION
• Overview of Maruti and Suzuki
• Building understanding of the car market in India and various segments
• Understand MUL’s product range and positioning in each segment
• Understanding the basics in the automobile industry
• Role of financing as a sales tool and the various financing options available
• Ensuring personal effectiveness
RECRUITMENT PROCESS OF MARUTI UDYOG LTD.
•For a particular city.
•For a particular Dealership.
RECRUITMENT OF SALES EXECUTIVES :
The test checks sales aptitude and reasoning and is a pre- interview shortlist
device. It helps dealers recruit the right profile of people for their dealership.
The Regional Office will be involved throughout the implementation of the
MARS (Maruti Recruitment System) while recruiting Sales Persons.

11. STEPS IN SELECTION PROCESS OF MARUTI UDYOG LTD.
1. Preliminary Interview (screening applications)
2. Application Form
3. Selection Test
4. Employment Interview
5. Medical Examination
6. Reference Checks
7. Final Approval
8. Employment
9. Induction
10. Follow – up (Evaluation)
The various training Programs in Maruti Suzuki are as
follows:
-:Training process for Sales Executives:-
1. Induction
2. Product programs
3. Selling Skills/ Consultative Selling Process
4. Customer care
5. Advisor for life program
6. Delivery Process

12. -:Training process for Sales Managers /General Managers/ Branch
Heads:-
1. Dealership Management Program
3. Branch Managers Program
2.Sales Managers/Team Leaders Program
Maruti create values in following ways –
Feedback Form System.
Customer Complaint Handling System.
Customer Complaints received by dealer are through.
E-mail
 Internal Feedback Forms
 Direct
 Telephone
 Letter
 Consumer Forum / Legal Notices

13. Steps to be followed after receiving a customer complaint
CCM give a control number to all complaints received & record the same
in the customer complaints control register.
CCM get in touch with the customer on the phone & express regret on the
inconvenience faced by the customer.
Take immediate action to ensure that the customer complaint is resolved.
Write a letter of apology to the customer
Send a copy of the letter & the satisfaction note to MUL and also file a copy of the
same in Customer complaints Register/File(for complaints received from
MARUTI.)
Discuss all customer complaints in the weekly meeting of GM (Sales) on SSI with
the entire showroom staff. Necessary counter measures should be taken to
ensure that such.

14. Review of Customer Care Activities.
Customers for Life
Show Room Ambience
Customer Meets
Reception and Lobby Manager
The lobby manager takes care of the customers coming to the showroom.
➢She asks the purpose of their coming and sends them to the concerned executive.
➢ Takes care of the car polishing & showroom decorating.
➢ Updates the magazines regularly.
➢ Records the enquires and distributes them to the concerned persons.
➢ Displays car delivery schedule on daily basis.
➢ Offers test-drive.
Delivery
Customer Care
A customer feedback form by the Maruti is also filled.
Customer Care Manager (CCM)

15. RECOMMENDATIONS
Almost 18 years the 800 is on its last stage. So Maruti should think a
replacement of this model or should improve this model, otherwise it
will face a tough competition from the TATA NANO.
 Home delivery servicing process.
 The company should give freedom to employees to form the informal
groups, it can help the company to know about the thinking of the
employees easily through rumors.

16. 1) They treat all the employees equally
2) They try their best to increase the efficiency of the
employees by providing them different motivation
programs.
3) They make new recruits aware about the company and
working pattern of the Company.
4) They focus on each and every department of the
organization.
Result