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Comparative study of maruti suzuki and tata motors with reference to after sales service

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Comparative study of maruti suzuki and tata motors with reference to after sales service

  1. 1. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 1 1.1 INTRODCTION TO THE STUDY The topic allocated by the company Chavan Motors div(1) pvt ltd. is “Comparative study of Chavan Motors and Marutisuzuki with reference to after sales services” in Pandharpur region. The topic covered consumer needs while purchasing the vehicle and also to know the best company to provide the after sales service. Indian automobile industry is all set to play the same role in the Indian Economy. Indian automobile industry is one of the most modern , growing and vibrant automobile markets. In India, marutisuzuki is one of the leading automobile manufacturers and the market leader in four wheeler’s segment, both the terms of volume of vehicles sold and revenue earned. The project included the primary objective needs of consumer in after sales service of four wheelers and consumers perception about sales service of four wheeler vehicles in market. All the suggestions can directly or indirectly help the company in generating more sales.Consumer likes best quality products on any price so company at least technology in their products.Consumer behavior always looks somewhat extra benefits while purchasing they should demand for affordable price for product.Company should provide reliable products and services to their costumers.Company should target both the group low income group people want to purchase so company should provide their needs with affordable price. After sales service, which is in after sell all kinds of services provided from the sales promotion to see ,after sales service itself is also a marketing tool. Follow up the stage in tracking, sales people to take various forms of co-operation, through the after sales service to steps to improve the enterprise prestige of products and expand the market share, improve work efficiency and benefit of selling. After sales service, it is to point to the production enterprises, dealers, and the products (or service ) sales to customers ,to provide consumers after a series of the consumers and changes in the concept of consumption. Consumers in purchasing products ,not only pay attention to product entity itself, in the similar product quality and performance similar circumstances, more importance to product after sales service .therefore enterprise in the
  2. 2. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 2 offer the good and cheap products at the same time, to offers consumers perfect after-sales service, and has become a modern enterprise market a few competition. 1.2 OBJECTIVESOF STUDY  To understand the services awareness among the customer for their vehicle.  To know problems faced by the customer with reference to their vehicle.  To compare the after sales services provided by Tata Motors and Maruti Suzuki.
  3. 3. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 3 1.3 SCOPE AND LIMITATIONS OF THE STUDY SCOPE  This study is helpful in assessing the requirements of four wheelers buyers.  The importance of customer buying behavior needs to be understood by all the manufacturer.  The rise in per capita income and rise of consumerism has helped four wheelers manufacturers in introducing new models  This study reveals in-depth market analysis of what consumer needs .  This study focuses on customer needs when they purchase any car. LIMITATIONS  Consumers were not ready to give proper answers to the interview as they were not having time and few of them hesitating to share their opinion.  Period of project only 30 days.  The area selected for survey is limited to Pandharpur city and nearby villages.
  4. 4. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 4 1.4 RESEARCHMETHODOLOGY 1. ResearchDesign Research design provides the clue that holds the research project together. A design is used to structure the research, to show how all of the major parts of the research project - the samples or groups, measures, treatments or programs, and methods of assignment - work together to try to address the central research questions.  Briefing of questionnaires During the beefing we were informed the purpose of the research. all the terms in questionnaire were explained in detailed.  Mock Interviews This is the practice session given to the people going for the field work so that the interviews and data collection is smooth. 2 Data collection: Data can be collected by different intranet websites of the organization. In Maruti Suzuki showroom the servicing department used to provide the information and data when required. In such surveys mainly Questionnaire is used as an effective tool for data collection  Primary data Primary data is collected directly from the respondent through questionnaire method.  Secondary data Secondary data is the data that has been already collected and analyzed for same or other person. this type of data can be helpful at times while conducting the research.
  5. 5. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 5  Instrument of data collection Questionnaire and personal communication were the two instruments that were used for collecting data  Data analysis technique The data collected was mentioned on daily basis by the team leader in an excel sheet at the end of study the data was plotted in various graphs. 3 Sampling design Sample design is the specific plan of collecting the data from the preset target people. In this project we were supposed to collect the data from individuals who had goes to the servicing four wheeler vehicles. 4 Sample size: The sample size 50 Areas The area of study is PANDHARPUR. 5 Sampling technique:  Convince Sampling: Conducted interviews based on the convince sampling. In this type of sampling interviewer can conduct interview anywhere he wants from the target audience so long they fulfill the basic requirements. .
  6. 6. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 6 2.1 INTRODUCTIONTO THE AUTOMOBILE INDUSTRY In 2014, there were 3,695 factories producing automotive parts in all of India. The average firm made US$6 million in annual revenue with profits close to US$400 thousand. Automobile, self-propelled vehicle used primarily on public roads to other surfaces. Automobile changed the world during the 20 thcentury , in the united .United States and other industrialized nations rank among the leading causes of death and injury throughout the world. But for better or worse, the 1900s can be called the age of the automobile , and cars will no doubt continue to shape our culture and economy well into the 21st century. Key automobile manufactures in India  MarutiUdyog  General Motors  TVS Motors  Hero Motors  TATA Motors.  Ford Indial Ltd.  Eicher Motors  Bajaj Auto  Daewoo Motors India  Hindustan Motors  Hyundai Motors India Ltd.  Royal Enfield Motors  Telco  Dc Designs  Swarajmazda Limited.  Mahindra
  7. 7. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 7 2.1.1 AUTOMOBILE SECTORIN INDIA Earlier ,the only cars that were shining on the Indian roads were Ambassador and the premier padmini. Locally assembled Fiat 1100 was premier Padmini, where as Ambassador is a replicate of the Morris Oxford –an old British Car. But now we have so many makes and models that it is very difficult to remember them all. It was in the year 1983,a joint venture between the government and Suzuki motors of Japan that paved the way for a renaissance in the Indian automobile sector and gave birth to Maruti Suzuki 800 from the hatch back segment. and from then outwards were was no looking back for the Indian car industry. Today India is the second largest two-wheeler market, the fourth largest commercial vehicle market and eleventh largest passenger car market in the world. Now we have so many foreign car market pouring in with different new, attractive and luxurious models to meet the growing demands for cars ,these car manufacturers have set up their base in India. Name of car such as –Audi, BMW ,Chevrolet Fiat, Honda, Hyundai, Mahindra, Mercedes-Benz, Skoda, Suzuki, Toyota Volkswagen, and Volvo. some of the makers like Ford are playing to make India a regional hub that will allow exports of both small cars as well as engines. Maruti Suzuki is leader by far, but the No 2 spot in the Indian passenger vehicles could be anybody’s game in the next couple of years, with at least four car makers in the race for that position, reports. It was previously one of the fastest growing markets globally, but it is currently experiencing flat or negative growth rates. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand, overtaking Thailand to become third in 2010. As of 2010, India was home to 40 million passenger vehicles. More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%), making India the second fastest growing automobile market in the world (after China).
  8. 8. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 8 2.2 INTRODUCTIONTO MARUTI SUZUKI INDIA LTD. Formerly known as MarutiUdyog Limited, is an automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. As of November 2012, it had a market share of 37% of the Indian passenger car markets. Maruti Suzuki manufactures and sells a complete range of cars from the entry level Maruti 800 (discontinued), Alto, to the hatchback Ritz, Celerio, A-Star,Swift, Wagon R, Zen and sedans DZire, Ciaz, Kizashi and SX4, in the 'C' segment Eeco, Omni, Multi Purpose vehicle Suzuki Ertiga, S-Cross and Sports Utility vehicle Grand Vitara.The company's headquarters are at No 1, Nelson Mandela Road, New Delhi.In February 2012, the company sold its ten millionth vehicle in India. Maruti Suzuki is India and Nepal’s number one leading automobile manufacturer and the market leader in the car segment, both the terms of volume of vehicles sold and revenue earned. Until recently 18.28% of company was owned by the Indian government and 54.20 % by Suzuki of Japan. MarutiUdyogLimited(MUL) was established In February 1981,though the actual production commenced in 1983 with the Maruti 800,based on the Suzuki alto car which at the time was the only modern car available in India,its only competitors –the Hindustan Ambassador and premier padmini were both around 25 years out of date at the point .Through 2013-14 ,Maruti Suzuki has produced over 5 million vehicles . MarutiSuzukis are sold in India and various several other countries ,depending upon export orders.
  9. 9. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 9  Company Profile:-Maruti Suzuki India ltd Type Public Ltd Industry Automotive Predecessor MarutiUdyog Limited Founded 1981 Headquarters New Delhi Key People Rc Bhargava Products Automobiles Revenue 407.65billion (US$6.1billion)(2013) Net Income 16.81 Billion(US $260billion)(2013) Employees 6,903(2013) Parent Suzuki Website Www.Marutisuzuki.Com
  10. 10. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 10  Current Model Model Launched Category Omni 1984 Minivan Gypsy 1985 SUV Zen 1993 Hatchback WagonR 1999 Hatchback Swift 2005 Hatchback Grand Vitara 2007 Mini SUV DZire 2008 Sedan Ritz 2009 Hatchback Ertiga 2012 Mini MPV Alto 800 2012 Hatchback Stingray 2013 Hatchback Celerio 2014 Hatchback
  11. 11. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 11  Sales and service network As of 31 March 2014 Maruti Suzuki has 933 dealerships across 666 towns and cities in all states and union territories of India. It has 3,060 service stations (inclusive of dealer workshops and MarutAuthorised Service Stations) in 1,454 towns and cities throughout India. It has 30 Express Service Stations on 30 National Highways across 1,436 cities in India. Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis, where Maruti Suzuki trains the local staff. Other automobile companies have not been able to match this benchmark set by Maruti Suzuki. The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle. Maruti Insurance Launched in 2002 Maruti Suzuki provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service was set up the company with the inception of two subsidiaries Maruti Insurance Distributors Services Pvt. Ltd and Maruti Insurance Brokers Pvt. Limited. Maruti Finance To promote its bottom line growth, Maruti Suzuki launched Maruti Finance in January 2002. Prior to the start of this service Maruti Suzuki had started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan. Maruti Suzuki tied up with ABN Amro Bank, HDFC Bank, ICICI Limited, Kotak Mahindra, Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in car finance. Again the company entered into a strategic partnership with SBI in March 2003 Since March 2003, Maruti has sold over 12,000 vehicles through SBI-Maruti Finance. SBI-Maruti Finance is currently available in 166 cities across India. Citicorp Maruti Finance Limited is a joint venture between Citicorp Finance India and MarutiUdyog Limited its primary business stated by the company is "hire-purchase financing of Maruti Suzuki vehicles". Citi Finance India Limited is a wholly owned subsidiary of Citibank Overseas Investment Corporation, Delaware, which in turn is a 100% wholly owned subsidiary of Citibank N.A. Citi Finance India Limited holds 74% of the stake and Maruti Suzuki holds the remaining 26%.
  12. 12. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 12 Capital, HDFC and Maruti Suzuki came together in 1995 to form Maruti Countrywide. Maruti claims that its finance program offers most competitive interest rates to its customers, which are lower by 0.25% to 0.5% from the market rates. MarutiTrueValue Maruti True service offered by Maruti Suzuki to its customers. It is a market place for used Maruti Suzuki Vehicles. One can buy, sell or exchange used Maruti Suzuki vehicles with the help of this service in India. As of 31 March 2010 there are 342 outlets. Maruti Accessories Many of the auto component companies other than Maruti Suzuki started to offer components and accessories that were compatible. This caused a serious threat and loss of revenue to Maruti Suzuki. Maruti Suzuki started a new initiative under the brand name Maruti GenuineAccessories to offer accessories like alloy wheels, body cover, carpets, door visors, fog lamps, stereo systems, seat covers and other car care products. These products are sold through dealer outlets and authorized service stations throughout India. Exports Maruti Exports Limited is the subsidiary of Maruti Suzuki with its major focus on exports and it does not operate in the domestic Indian market. The first commercial consignment of 480 cars were sent to Hungary. By sending a consignment of 571 cars to the same country Maruti Suzuki crossed the benchmark of 300,000 cars. Since its inception export was one of the aspects government was keen to encourage. Every political party expected Maruti Suzuki to earn foreign currency. Angola, Benin, Djibouti, Ethiopia, Europe, Kenya, Morocco, Nepal, Sri Lanka, Uganda, Chile, Guatemala, Costa Rica and El Salvador are some of the markets served by Maruti Export.  Awards and recognition
  13. 13. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 13 The Brand Trust Report published by Trust Research Advisory, a brand analytics company, has ranked Maruti Suzuki in the thirty seventh position in 2013[ and eleventh position in 2014among the most trusted brands of India.Bluebytes News, a news research agency, rated Maruti Suzuki as India's Most Reputed Car Company in their Reputation Benchmark Study[conducted for the Auto (Cars) Sector. Manufacturing facilities Maruti Suzuki has two manufacturing facilities in India. Both manufacturing facilities have a combined production capacity of 14,50,000 vehicles annually. During a recent meeting of the Gujarat chief minister with Suzuki Motor Corp chairman & CEO Osamu Suzuki,the Chairman had said that the work on car manufacturing plant at Mandal near Ahmedabad would be started soon. Maruti Suzuki to set up second plant in Gujarat; acquires 600 acres. The Gurgaon manufacturing facility has three fully integrated manufacturing plants and is spread over 300 acres (1.2 km2). All three plants have an installed capacity of 350,000 vehicles annually but productivity improvements have enabled it to manufacture 900,000 vehicles annually. The Gurgaon facilities also manufacture 240,000 K-Series engines annually. The entire facility is equipped with more than 150 robots, out of which 71 have been developed in-house. The Gurgaon Facilities manufactures the 800, Alto, WagonR, Estilo, Omni, Gypsy, Ertiga, Ritz .
  14. 14. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 14  MISSION VISION CULTURE AND VALUES OF MARUTI SUZUKI COMPANY To be passionate in anticipating and providing the best vehicle and experiencing that excite our customers globally. Vision: Mostadmired by our customers employees,business partners and shareholders for the experience and value they enjoy from being with us. Culture:  Accountability  Customer and product focus  Excellence  Speed Values:  Inclusion  Integrity  Customer  Innovation  Concern for the environment  Passion of excellence  Agility
  15. 15. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 15  FUTURE PLANS MarutiSuzuki has reportedly planned well in advance about quite some future releases. The automobile market is definitely beaming with new cars from several international car manufactures ,especially in the small car segment. This as a result makes for tough competition moreover the car makers are coming up with really innovative cars to beat the fuel prices and rising costs to stay ahead in the competition. In such scenario,MarutiSuzuki the leading car manufacturer does not want to lose its always dominant position in the Indian automobile market and thus the future plans. As of now, its known that marutisuzuki’s plan for the fresh lot includes a brand new compact crossover based on SX4, and a next-gen small diesel car powered by 800cc engine. Apart from the new entrants ,the automobile giant is coming up with maruti wagonR2013 with a new refreshed look,as well as revamped Swift,which is an all-time favorite from the company.
  16. 16. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 16  ORGANIZATION STRUCTURE OF MARUTI SUZUKI INDIA LTD. CEO General Manager Assistantmanager Lead engineer Site supervisor Structural engineerOutside manager Senioregg Operationmanager Engineer
  17. 17. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 17 2.3 INTRODUCTIONTO TATA MOTORS LIMITED  INTRODUCTION:- Tata Motors Limited (formerly TELCO, short for Tata Engineering and Locomotive Company) is an Indian multinationalautomotive manufacturing company headquartered in Mumbai, Maharashtra, India and a subsidiary of the Tata Group. Its products include passenger cars, trucks, vans, coaches, buses, construction equipment and military vehicles. It is the world's 17th- largest motor vehicle manufacturing company, fourth-largest truck manufacturer, and second- largest bus manufacturer by volume. Tata Motors has auto manufacturing and assembly plants in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad, and Pune in India, as well as in Argentina, South Africa, Thailand, and the United Kingdom. It has research and development centresin Pune, Jamshedpur, Lucknow, and Dharwad, India and in South Korea, Spain, and the United Kingdom. Tata Motors' principal subsidiaries purchased the British premium car maker Jaguar Land Rover (the maker of Jaguar, Land Rover, and Range Rover cars) and the South Korean commercial vehicle manufacturer Tata Daewoo. Tata Motors has a bus-manufacturing joint venture with Marcopolo S.A. (Tata Marcopolo), a construction-equipment manufacturing joint venture with Hitachi (Tata Hitachi Construction Machinery), and a joint venture with FiatChrysler which manufactures automotive components and FiatChrysler and Tata branded vehicles. Founded in 1945 as a manufacturer of locomotives, the company manufactured its first commercial vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969. Tata Motors entered the passenger vehicle market in 1991 with the launch of the Tata Sierra, becoming the first Indian manufacturer to achieve the capability of developing a competitive indigenous automobile.In 1998, Tata launched the first fully indigenous Indian passenger car, the Indica, and in 2008 launched the Tata Nano, the world's cheapest car. Tata Motors acquired the South Korean truck manufacturer Daewoo Commercial Vehicles Company in 2004 and purchased Jaguar Land Rover from Ford in 2008.
  18. 18. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 18  HISTORY OF TATA MOTORS:- The first-generation(1998–07) Tata Indicaone of the best-selling cars in the history of the Indian automobile industry Tata entered the commercial vehicle sector in 1954 after forming a joint venture with Daimler- Benz of Germany. After years of dominating the commercial vehicle market in India, Tata Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility vehicle. Tata subsequently launched the Tata Estate (1992; a station wagon design based on the earlier 'TataMobile' (1989), a light commercial vehicle), the Tata Sumo (1994; LCV) and the Tata Safari (1998; India's first sports utility vehicle). Tata launched the Indica in 1998, the first fully indigenous Indian passenger car. Although initially criticized by auto analysts, its excellent fuel economy, powerful engine, and an aggressive marketing strategy made it one of the best-selling cars in the history of the Indian automobile industry. A newer version of the car, named Indica V2, was a major improvement over the previous version and quickly became a mass favorite. Tata Motors also successfully exported large numbers of the car to South Africa. The success of the Indica played a key role in the growth of Tata Motors. In 2004, Tata Motors acquired Daewoo's South Korea-based truck manufacturing unit, Daewoo Commercial Vehicles Company, later renamed Tata DaewooOn 27 September 2004, Tata Motors rang the opening bell at the New York Stock Exchange to mark the listing of Tata Motors. In 2005, Tata Motors acquired a 21% controlling stake in the Spanish bus and coach manufacturer Hispano Carrocera. Tata Motors continued its market area expansion through the introduction of new products such as buses (Starbus and Globus, jointly developed with subsidiary Hispano Carrocera) and trucks (Novus, jointly developed with subsidiary Tata Daewoo).
  19. 19. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 19 In 2006, Tata formed a joint venture with the Brazil-based Marcopolo, Tata Marcopolo Bus, to manufacture fully built buses and coaches. In 2008, Tata Motors acquired the British car maker Jaguar Land Rover, manufacturer of the Jaguar, Land Rover, and Daimler luxury car brands, from Ford Motor Company. In May 2009, Tata unveiled the Tata World Truck range jointly developed with Tata Daewoo; the range went on sale in South Korea, South Africa, the SAARC countries, and the Middle East at the end of 2009. Tata acquired full ownership of Hispano Carrocera in 2009. In 2009, its Lucknow plant was awarded the "Best of All" Rajiv Gandhi National Quality Award. In 2010, Tata Motors acquired an 80% stake in the Italian design and engineering company Trilix for €1.85 million. The acquisition formed part of the company's plan to enhance its styling and design capabilities. In 2012, Tata Motors announced it would invest around ₹6 billion in the development of Futuristic Infantry Combat Vehicles in collaboration with DRDO. In 2013, Tata Motors announced it will sell in India, the first vehicle in the world to run on compressed air (engines designed by the French company MDI) and dubbed "Mini CAT". In 2014, Tata Motors introduced first Truck Racing championship in India "T1 Prima Truck Racing Championship". On 26 January 2014, the Managing Director Karl Slym was found dead. He fell from the 22nd floor to the fourth floor of the Shangri-La Hotel in Bangkok, where he was to attend a meeting of Tata Motors Thailand. On 02 November 2015, Tata Motors announced Lionel Messi as global brand ambassador at New Delhi, to promote and endorse passenger vehicles globally.
  20. 20. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 20  OPERATIONS Tata Motors has vehicle assembly operations in India, the United Kingdom, South Korea, Thailand, Spain and South Africa. It plans to establish plants in Indonesia, and Eastern Europe. Tata Technologies Limited (TTL) is an 86.91%-owned subsidiary of Tata Motors which provides design, engineering, and business process outsourcing services to the automotive industry. It is headquartered in Pune (Hinjewadi) and also has operations in Detroit, London, and Thailand. Its clients include Ford, General Motors, Honda, and Toyota. The British engineering and design services company Incat International, which specializes in engineering and design SERVICES and product lifecycle management in the automotive, aerospace, and engineering sectors, is a wholly owned subsidiary of TTL. It was acquired by TTL in August 2005 for ₹4 billion.  COMMERCIAL VEHICLES  Tata Ace  Tata Ace Zip  Tata Super Ace  Tata TL/Telcoline/207 DI pickup truck  Tata 407 Ex and Ex2  Tata 709 Ex  Tata 807 (Steel cabin chassis, cowl chassis, medium bus chassis, steel cabin + steel body chassis)  Tata 809 Ex and Ex2  Tata 909 Ex and Ex2  Tata 1109 (Intermediate truck)  Tata 1512 (medium bus chassis)  Tata 1612/1616 (heavy bus chassis)  Tata 1618 (semilow-floor bus chassis)  Tata 1623 (rear-engined low-floor bus chassis)  Tata 1518C (Medium truck) 10 ton
  21. 21. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 21  Tata 1613/1615 (medium truck)  Tata 2515/2516 (medium truck)  Tata Starbus (branded buses for city, intercity, school bus, and standard passenger transportation)  Tata Divo (Hispano Divo fully built luxury coach)  Tata CityRide (12- to 20-seater buses for intracity use)  Tata 3015 (heavy truck)  Tata 3118 (heavy truck) (8×2)  Tata 3516 (heavy truck)  Tata 4018 (heavy truck)  Tata 4923 (ultraheavy truck) (6×4)  Tata Novus (heavy truck designed by Tata Daewoo)  Tata Prima (the World Truck designed by Tata Motors and Tata Daewoo)  Tata Prima LX (stripped-down version of Tata Prima)  Tata Prima (Racing Trucks)  MILITARY VEHICLES  Tata LSV (Light Specialist Vehicle)  Tata Mine Protected Vehicle (4×4)  Tata 2 Stretcher Ambulance  Tata 407 Troop Carrier, available in hard top, soft top, 4×4, and 4×2 versions  Tata LPTA 713 TC (4×4)  Tata LPT 709 E  Tata SD 1015 TC (4×4)  Tata LPTA 1615 TC (4×4)  Tata LPTA 1621 TC (6×6)  Tata LPTA 1615 TC (4×2)  Tata Winger Passenger Mini Bus  Tata Landrover 1515 F  TATA SUMO 4*4  Tata Xenon
  22. 22. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 22  ORGANIZATION STRUCTURE OF TATA MOTORS. CEO General Manager Assistantmanager Lead engineer Site supervisor Structural engineerOutside manager Senioregg Operationmanager Engineer
  23. 23. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 23  CHAVAN MOTORS DIV(1) PVT LTD. ChavanmotorsD(I) pvt.Ltd. is the part of CM solapur owned by Mr.R.J.Chavan . This division of CM in pandharpur was started in 2008..Which provides four maruticars,also provided services center and original automobiles parts other than showrooms which is the single firmwhich supplies to the consumer & original parts. In pandharpur branch 06 employees are working. To implement new policy “for customer new satisfaction” these policy beneficial to any organization some time slide mistake in decision making can be broken the relationship play an important role in servicing industry. To improving basic facility in firm water filter,toilet,good communicate with customers and try to solve some basic problems of customers and try to understand its intention.and last but not the to follow up the great policy of service sector. Our objective is improving after sales service in Pandharpurtaluka. To achieve these levels of sales we will concentration to sales of require spare parts and four wheeler in rural as well as urban area . The chavan motors sales corporation deals in following Maruti Suzuki products  Maruti car  Maruti 800  Alto  Swift  Omni  WagonR  Ertiga  Wstilo
  24. 24. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 24  CHAVAN MOTORS DIV(1) PVT LTD. ORGANIZATION CHART In this show room there are only 08 people are working .but they are very careful about their work job and chavan motors also provided very good working conditions of their car showroom Branch manager Finance Department Marketing department Sales department
  25. 25. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 25 3.1 INTRODUCTIONOF AFTER SALES SERVICE  MEANING OF AFTER SALES SERVICE “Periodic or as-required maintenance or repair of equipment by its manufacturer or supplier, during and after a warranty period.”  Providing outstanding customer service after the sale may not only win you a customer for life, but you’ll be more likely to receive customer referrals that can lead to more business.  I’m always baffled at why so many sales people fail to realize this as it’s one of the easiest ways to generate more sales.  If you fail to provide personal customer service to your client, the next time he needs a product or service your company sells, he’ll be more inclined to look elsewhere.  It may be a cliché but it’s true: It’s easier to keep a client you have that to find a new one Disappearing after the sale is a huge mistake. As someone who has worked on both sides of the fence, I know how frustrating it is for the customer when the salesperson they’ve built up a trust with no longer decides they’re important enough to spend time with once the sale is closed. Or at least they make it seem that way. 1.CustomerSatisfaction 2.CustomerLoyalty
  26. 26. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 26 Currently AKL Beijing’s after-sales cover the entire country. Each of these 30 centers is owned; operated and trained under one complete operating system, lead by AKL’s teams at Beijing Headquarters. The importance of providing a window for direct face to face communications has proven vital for the business development of AKL’s partners over the years. Superior customer service including product troubleshooting and basic repairing services has ensured both high customer satisfaction as well as controlled after-sales service costs, completing AKL’s company motto, To Care To Understand for both companies and their customers.  What is After Sales Service ? “After sales service refers to various processes which make sure customers are satisfied with the products and services of the organization.” The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In the current scenario, positive word of mouth plays an important role in promoting brands and products. After sales service makes sure products and services meet or surpass the expectations of the customers. After sales service includes various activities to find out whether the customer is happy with the products or not? After sales service is a crucial aspect of sales management and must not be ignored.  Why After Sales Service ? After sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. Customers start believing in the brand and get associated with the organization for a longer duration. They speak good about the organization and its products.
  27. 27. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 27 A satisfied and happy customer brings more individuals and eventually more revenues for the organization. After sales service plays a pivotal role in strengthening the bond between the organization and customers.  After Sales Service Techniques  Sales Professionals need to stay in touch with the customers even after the deal. Never ignore their calls.  Call them once in a while to exchange pleasantries.  Give them the necessary support. Help them install, maintain or operate a particular product. Sales professionals selling laptops must ensure windows are configured in the system and customers are able to use net without any difficulty. Similarly organizations selling mobile sim cards must ensure the number is activated immediately once the customer submits his necessary documents.  Any product found broken or in a damaged condition must be exchanged immediately by the sales professional. Don’t harass the customers. Listen to their grievances and make them feel comfortable.  Create a section in your organization’s website where the customers can register their complaints. Every organization should have a toll free number where the customers can call and discuss their queries. The customer service officers should take a prompt action on the customer’s queries. The problems must be resolved immediately.  Take feedback of the products and services from the customers. Feedback helps the organization to know the customers better and incorporate the necessary changes for better customer satisfaction.  Ask the customers to sign Annual Maintenance Contract (AMC) with your organization. AMC is an agreement signed between the organization and the customer where the organization promises to provide after sales services to the second party for a certain duration at nominal costs.  The exchange policies must be transparent and in favor of the customer. The customer who comes for an exchange should be given the same treatment as was given to him when he came for the first time. Speak to him properly and suggest him the best alternative.  Production
  28. 28. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 28  The industry produced a total 1,909,327 vehicles including passenger vehicles, commercial vehicles, three wheelers and two wheelers in April 2015 as against 1,861,874 in April 2014, registering a marginal growth of 2.55 percent over the same month last year.  KEY INITIATIVES IN FOUR WHLLERSERVICES  Service At Your Door Step Through Mobile Support Another unique initiative is the door step service facility through mobile support. Mobile support is a first of its kind initiative and is expected not only to help the company reach out customers in metro cities but also is a mean to reach semi unban rural areas where setting up of new worshop may not be viable.  Safety Drive The company used technology to meet customer needs and even delight them. Following feedback that the company vehicle were more prone to theft owing to their resale value the company worked on an anti theft immobilizer .  Complete Needs The company effort of providing all vehicle related needs form learning to drive a four wheeler at Maruti driving schools t four wheeler insurance extended warranty and eventually exchanging the existing vehicle for new one under one roof at dealerships also enhances customer satisfaction.
  29. 29. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 29  AFTER SALES SERVICE OFFERED BY MARUTI SUZUKI LTD.  Delivery Facility For Woman CarOwners Quote Unquote “the study find that vehicles pickup and delivery before and after service has a strong impact on customer satisfactioninparticular ,customers who say that their vehicle was picked up from their doorstep before service and delivered to the same point after service are notably more delighted with their after-sales service experience,compared with customers who do not receive this service..” :  TimeDilivery MDS offers courses ranging from 2hrs to 30 hrs .Based on traning requirements and availability of time ,customers may choose any course.  Vehicle Choices MDS has almost all the models in its stable to offers for practical training.  Service Centers To reach our customers ,we have built a strong sales network of 933 outlets spread over 668 towns and cities. We provide maintenance support to customers through 2946 workshops spread over 1200 towns and cities.  Servicing Customers 365 Days…. The company takes great pride in sharing that customers have related Maruti Suzuki first once again in customer Satisfaction Survey conducted by independent body, J.D.Power Asia Pacific .It is 8th time in a row.  Car Safety Device : Immobilizer
  30. 30. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 30 The company used technology to meet customer needs and even delight them.Following feedback that the company’s cars were more prone to theft owing to their resale value,the company worked on an anti-theft immobilizer or”I-cats” system to all the cars.  Complete Car Needs: The company’s effort of providing all car related needs from learning to drive a car at Maruti Suzuki to car insurance , extended warranty and eventually exchanging the existing car for a new one—under one roof at dealership also enhances customer satisfaction.  KEY SUCCESS FACTORS  The Quality Advantage Maruti Suzuki owners experience fewer problems with their vehicles than any other car manufacturer in India .The alto was chosen No.1 in the premium compact car segment and the esteem in the entry level mid –size car segment across 9 parameters.  A Buying Experience Like No Other Maruti Suzuki has a sales network of 307 state of the art showrooms across 189 cities, with a workforce of over 6000 trained sales personal to guide MUL customers in findings the right car.  The Low Cost Maintenance Advantage The acquisition cost of unfortunately not the only cost customer face when buying a car. Although a car may be affordable to buy , it may not necessarily be affordable to maintain , as some of its regularly used spare parts may be priced quite steeply. Not so in case of a maruti Suzuki .  Lowest Cost Of Ownership The highest satisfaction ratings with regard to cost of ownership among all models are all maruti Suzuki vehicles :Zen, Wagon ,Esteem.
  31. 31. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 31  Technological Advantage It has introduced the superior 16x4 Hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel efficient 4 value engine to create optimum engine delivery.  AFTER SALES SERVICE OF TATA MOTORS Tata motors has now come up with Tata Motors service Edge a widespread & extensive customer service enterprise .the company’s service network covers 800 service centers located in 500 cities and towns of the country .’Response in minutes , resolve in hours service with unmatched reliability .  Response In Minutes , Resolves InHours : Tata motors Service edge will bring speedy assistance to customers when in need.  24X7 On-road assistance programmer In association with My TVS ,TATA motors has launched a breakdown assistance and towing assistance across the country accessed through a toll free helpline (1800 209 7979) and serviced by a dedicated network of over 2,000 authorized service providers.  Rapid Repair : Rapid repair is a cost effective , quick and specialized body repair programmer offered across the Tata Motors dealership network .small dents ,scratches and such body jobs are attended with an assurance of the car delivered on the same day.  E-Service Appointments : Through an online service appointment facility ,customers can select a time slot, date and a leader of their choice for servicing their vehicles . Customers can also list dawn on-line job
  32. 32. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 32 orders based on their repairs required. Post the on-line registration ,the respective dealership customer officer responds instantly and confirms the appointments. .  Assured Value For Money Assuring value for money has consistently been a core attribute of TATA Motors products and services. Tata Motors service Edge further strengthens it. The company has standardized and regulated service & repair charges which are responsible across the network.  Tata Motors Original Parts Tata motors is the only manufacturer in the industry to provide 1 year warranty on its genuine spare parts, which are trademarked as TOP. Available across all Tata Motors dealerships , the spare parts are competitively priced and consumers can avail of the warranty if the parts are fixed in a Tata Motors authorized service workshop.
  33. 33. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 33 Table No 1.1: Table showing the type of Maruti car owned by the respondent. Maruti Car No of Customer Percentage Maruti800 18 36% Alto 07 14% Swift 10 20% Omni 09 18% WagonR 04 08% Ertiga 01 4% Total 50 100% Interpretation: The above table&graph shows that 36% of respondent having Maruti 800 & remaining having 20% Swift , 18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga. 36% 14% 20% 18% 8% 4% 0% 5% 10% 15% 20% 25% 30% 35% 40% Percentage Percentage
  34. 34. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 34 Table No 1.2 :Table showing the type of TATA car owned by the respondent. Tata Car No Of Customer Percentage Tata Ace 11 22% Tata Ace Zip 07 14% Tata Super Ace 10 20% Tata Manza 18 38% Other 02 04% Total 50 100% INTERPRETATION Above table and graphs shows that , TATA Manza car owner is 38% , Tata ace vehicle owner is 22%, Tata Super ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type of Tata vehicle owner is only 04%. 22% 14% 20% 38% 4% 0% 5% 10% 15% 20% 25% 30% 35% 40% Tata Ace Tata Ace Zip Tata Super Ace Tata Manza Other Percentage Percentage
  35. 35. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 35 Table No 2.1 : Table Showing The Period Of Car Servicing For Maruti Suzuki Period Of Servicing No Of Customer Percentage In One Month 05 10% Once In 2 Month 20 40% Once In 3 Month 10 20% Once In 4 Month 15 30% Total 50 100% INTERPRETATION Above table & graph ,it is observed that 40% people prefer to service their car in between2 months,30% in between 4 months,20% between 3 months,remaining 10% in one month. , 10% 40% 20% 30% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% In One Month Once In 2 Month Once In 3 Month Once In 4 Month Percentage Percentage
  36. 36. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 36 Table no 2.2: Table showing the period of car servicing for Tata motors. Period Of Servicing No Of Customer Percentage In One Month 00 00% Once In 2 Month 30 60% Once In 3 Month 18 36% Once In 4 Month 02 04% Total 50 100% INTERPRETATION Above graph shows that , 60 % are take 2 month for servicing the period of car serving , 36% people take 3 months of serving , 04% people are take 4 months . 0% 60% 36% 4% 0% 10% 20% 30% 40% 50% 60% 70% In One Month Once In 2 Month Once In 3 Month Once In 4 Month Percentage
  37. 37. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 37 Table no 3.1 : Table showing the place of servicing Maruti Suzuki car. Place Of Servicing No Of Customer Percentages Company Car Showroom 32 64% Pvt. Garage 18 36% Total 50 100% INTERPRETATION Above table &graph it clears that 64% of people using company car showroom for their car serving & 36 % are using place of private garage for serving their car. 64% 36% 0% 10% 20% 30% 40% 50% 60% 70% Company Car Showroom Pvt. Garage Percentages Percentages
  38. 38. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 38 Table No 3.2 : Table Showing the place of servicing Tata motors car. Place Of Servicing No Of Customer Percentages Company Car Showroom 19 38% Pvt. Garage 31 62% Total 50 100% INTERPRETATION Above table & graph it clears that 38% of people using company car showroom for their car serving & 62 % are using place of private garage for serving their car. 38% 62% 0% 10% 20% 30% 40% 50% 60% 70% Company Car Showroom Pvt. Garage Percentages Percentages
  39. 39. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 39 Table No 4. 1 Table showing respondents contacting service department to make appointment of Maruti Suzuki Response No of customers Percentage Excellent 12 24% Good 20 40% Average 11 22% Poor 07 14% Total 50 100% INTERPRETATION From the above table and graph observed that respondents contacting service department to make appointmentof Maruti Suzuki , 24% people have excellent experience, 40% have good , 22% have average and 14 % people were poor experience . 24% 40% 22% 14% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Excellent Good Average Poor Percentage
  40. 40. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 40 Table No 4.2 Table showing respondents contacting service department to make appointment of Tata Motors. Response No. of customers Percentage Excellent 13 26% Good 17 34% Average 07 14% Poor 03 06% Total 50 100% INTERPRETATION From the above table and graph observed that respondents contacting service department to make appointment Tata Motors , 26% people have excellent experience , 34% have good , 14% have average and 06 % people were poor experience . 26% 34% 14% 6% 0% 5% 10% 15% 20% 25% 30% 35% 40% Excellent Good Average Poor Percentage
  41. 41. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 41 Table No. 5.1 Table shows respondents of availability of appointment to Suit Serving the carfor Maruti Suzuki. Response No. of customers Percentage Excellent 17 34% Good 19 38% Average 09 18% Poor 05 10% Total 50 100% INTERPRETATION Above graph & Table shows how the availability of appointment to Suit Serving the car For Maruti Suzuki, 34% have excellent experience , 38% have good experience , 18% have average and 10 % people have poor experience. 34% 38% 18% 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% Excellent Good Average Poor Percentage Percentage
  42. 42. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 42 Table No. 5.2 Table shows the respondents of availability of appointment to Suit Serving the carfor Tata Motors. Response No. of customers Percentage Excellent 18 36% Good 20 40% Average 07 14% Poor 05 10% Total 50 100% INTERPRETATION Above graph & Table shows the availability of appointment to Suit Serving the car For Tata Motors , 36% have excellent experience , 40% have good experience , 14% have average and 10 % people have poor experience. 36% 40% 14% 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Excellent Good Average Poor Percentage Percentage
  43. 43. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 43 Table No. 6.1 : Table shows thatthe respondents of the Communication during Service/ Repair to you adapted on process for Maruti Suzuki . Response No. of customers Percentage Excellent 19 38% Good 15 30% Average 11 22% Poor 05 10% Total 50 100% INTERPRETATION Above graph & table shows the respondentsof communication during Service/ Repair to you adapted on process .It observe that 38% people have excellent experience , 30% have good , 22% have average and 05% have poor experience 38% 30% 22% 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% Excellent Good Average Poor Percentage Percentage
  44. 44. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 44 Table No. 6.2 : Table shows thatrespondents of the Communication during Service/ Repair to you adapted on process for Tata Motors. Response No. of customers Percentage Excellent 17 34% Good 17 34% Average 09 18% Poor 07 14% Total 50 100% INTERPRETATION Above graph & table showsrespondents of communication during Service/ Repair to you adapted on process .It observe that 34% people have excellent experience , 34% have good , 18% have average and 14% have poor experience Table No.7.1 : Table shows respondents of the availability of spare partsfor Maruti Suzuki. 34% 34% 18% 14% 0% 5% 10% 15% 20% 25% 30% 35% 40% Excellent Good Average Poor Percentage Percentage
  45. 45. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 45 No. of customers Percentage Excellent 20 40% Good 17 34% Average 10 20% Poor 03 06% Total 50 100% INTERPRETATION Above graph & table shows respondents of the time Availability of spare parts for Maruti Suzuki. It observe that 40% people have excellent experience , 34% have good, 20% have average and 06% have poor experience. Table No.7.2 : Table shows respondents of the availability of spare partsfor Tata Motors . Response No. of customers Percentage Excellent 16 32% Good 21 42% 40% 34% 20% 6% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Excellent Good Average Poor Percentage Percentage
  46. 46. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 46 Average 07 14% Poor 06 12% Total 50 100% INTERPRETATION Above graph & table shows thatrespondents ofthe time availability of spare parts For Tata Motors . It observed that 32% people have excellent experience , 42% have good, 14% have average and 12% have poor experience. Table No. 8.1 Table shows respondents of the vehicle reach at agreed time of Maruti Suzuki . Response No of Customers Percentage Yes 38 76% No 12 24% Total 50 100% 32% 42% 14% 12% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Excellent Good Average Poor Percentage Percentage
  47. 47. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 47 INTERPRETATION Above graph & table shows thatrespondents of the your vehicle reach at agreed time, it observed that 76% people agreed and 24% people are not agreed. Table No. 8.2 Table shows respondents of the vehicle reach at agreed time of Tata Motors Response No of Customers Percentage Yes 37 74% No 13 26% Total 50 100% 76% 24% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Percentage
  48. 48. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 48 INTERPRETATION Above graph & Table shows that respondents ofthe your vehicle reach at agreed time, it observed that 7% people agreed and 26% people are not agreed. Table No. 9.1 Table Shows respondents of the customer service Centre Executive try to cross sale other car accessories for Maruti Suzuki. Response No of Customers Percentage Yes 10 20% No 40 80% Total 50 100% 74% 26% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Percentage Percentage
  49. 49. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 49 INTERPRETATION Above graph & Table Shows that do the customer service Centre Executive try to cross sale other car accessories .It observe that 20% people are said yes and 80% are not . Table No. 9.2 Table shows respondents of the customer service Centre Executive try to cross sale other car accessories for Tata Motors. 20% 80% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Yes No Percentage Percentage
  50. 50. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 50 INTERPRETATION Above graph & Table Showsrespondents of the customer service Centre Executive try to cross sale other car accessories .It observe that 24% people are said yes and 76% are not . Table No 10.1 : Table shows that respondents of the pleasant / unpleasant experience at service center For Maruti Suzuki. 24% 76% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Percentage Percentage Response No of Customers Percentage Yes 12 24% No 38 76% Total 50 100% Response No of Customers Percentage Pleasant 38 76% Unpleasant 12 24% Total 50 100%
  51. 51. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 51 INTERPRETATION Above graph & table shows respondents ofthat the pleasant / unpleasant experience at service center. It observed 76% people have pleasant experience and 24% people have unpleasant experience at service Centre of Maruti Suzuki. Table No 10.2 : Table shows that respondents ofthe pleasant / unpleasant experience at service Centre for Tata Motors. 76% 24% 0% 10% 20% 30% 40% 50% 60% 70% 80% Pleasant Unpleasant Percentage Response No of Customers Percentage Pleasant 34 68% Unpleasant 16 32% Total 50 100%
  52. 52. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 52 INTERPRETATION Above graph & table shows respondents ofthe pleasant / unpleasant experience at service Centre 68% people have pleasant experience and 32% people have unpleasant experience at service Centre of Maruti Suzuki. Table No 11.1 :Table shows respondents of that believe that better service provided by your car manufacturer for expensive variants for MarutiSuzuki. 68% 32% 0% 10% 20% 30% 40% 50% 60% 70% 80% Pleasant Unpleasant Percentage Response No of Customers Percentage Yes 14 28% No 36 72% Total 50 100%
  53. 53. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 53 INTERPRETATION The above graph & table shows that , respondents ofthe28 % people are believe that better service provided by your car manufacturer for expensive variants and 72% of people are not believe for Tata motors. Table No 11.2: Table shows that respondents of the believe that better service provided by your car manufacturer for expensive variants for Tata Motors. 28% 72% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Percentage Response No of Customers Percentage Yes 16 32% No 34 68% Total 50 100%
  54. 54. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 54 INTERPRETATION The above graph & table shows that ,respondents ofthe 32% people are believe that better service provided by your car manufacturer for expensive variants and 68% of people are not believe for Tata Motors. Table 12.1 : Table showing overall satisfaction with performance of Maruti Suzuki Satisfaction of performance No of customer Percentage Fully satisfied 18 36% Partially satisfied 26 52% unsatisfied 06 12% total 50 100% 32% 68% 0% 10% 20% 30% 40% 50% 60% 70% 80% Yes No Percentage
  55. 55. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 55 INTERPRETATION Above graph and table shows us that ,overall performance of its car .in that 52% of people are partially satisfied , 36 % people are fully satisfied & 12% of unsatisfied of its overall performance of their car. Table 12.2 : Table showing overall satisfaction with performance of Tata Motors Satisfaction Of Performance No Of Customer Percentage Fully satisfied 12 24% Partially satisfied 20 40% unsatisfied 18 36% total 50 100% 36% 52% 12% 0% 10% 20% 30% 40% 50% 60% Fully satisfied Partially satisfied unsatisfied Percentage Percentage
  56. 56. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 56 INTERPRETATION Above graph shows us that , overall performance of its car in that it observed that 40% of people are partially satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance of their car.  FINDINGS  It Observe that 36% of respondent having Maruti 800 & remaining having 20% Swift , 18% Omni, alto 14%, Wagon R 8% and 4 % Ertiga..  It Observe that Tata Manza car owner is 38% , Tata ace vehicle owner is 22%, Tata Super ace vehicle owner is 20%, Tata Ace Zip Vehicle owner is 14%, and other type of Tata vehicle owner is only 04%.  It is observed that 40% people prefer to service their car in between2 months,30% in between 4 months,20% between 3 months, remaining 10% in one month for Maruti Suzuki.  It is observed that 60 % are take 2 month for servicing the period of car serving , 36% people take 3 months of serving , 04% people are take 4 months for Tata Motors 24% 40% 36% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Fully satisfied Partially satisfied unsatisfied Percentage
  57. 57. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 57  It is observed that 64% of people using company car showroom for their car serving & 36 % are using place of private garage for serving their car of maruti Suzuki.  38% of people using company car showroom for their car serving & 62 % are using place of private garage for serving their car for Tata Motors.  It observed thatcontacting service department to make appointment Maruti Suzuki is 24% people have excellent experience, 40% have good , 22% have average and 14 % people were poor experience .  It observed thatcontacting service department to make appointment Tata Motors is 26% people have excellent experience , 34% have good , 14% have average and 06 % people were poor experience  It observed that the availability of appointment to Suit Serving the car for Maruti Suzuki, 34% have excellent experience , 38% have good experience , 18% have average and 10 % people have poor experience.  It observed that the availability of appointment to Suit Serving the car For Tata Motors , 36% have excellent experience , 40% have good experience , 14% have average and 10 % people have poor experience.  The communication during Service/ Repair to you adapted on process .It observe that 38% people have excellent experience , 30% have good , 22% have average and 05% have poor experience in Maruti Suzuki.  The Communication during Service/ Repair to you adapted on process .It observe that 34% people have excellent experience , 34% have good , 18% have average and 14% have poor experience in Tata Motors.  The time Availability of spare parts For Maruti Suzuki. It observe that 40% people have excellent experience , 34% have good, 20% have average and 06% have poor experience.  The time Availability of spare parts For Tata Motors . It observe that 32% people have excellent experience , 42% have good, 14% have average and 12% have poor experience.  It observe that the vehicle reach at agreed time, which shows that 76% people agreed and 24% people are not agreed about Maruti Suzuki.
  58. 58. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 58  It observe that the your vehicle reach at agreed time, which shows that 7% people agreed and 26% people are not agreed about Tata Motors.  The customer service Centre Executive try to cross sale other car accessories .It observe that 20% people are said yes and 80% are not for maruti Suzuki . The customer service Centre Executive try to cross sale other car accessories .It observe that 24% people are said yes and 76% are not for Tata Motors .  It observe that76% people have pleasant experience and 24% people have unpleasant experience at service Centre of maruti Suzuki.  It observe that 68% people have pleasant experience and 36% people have unpleasant experience at service Centre of Tata Motors.  It observe that , 28 % people are Believe that better service provided by your car manufacturer for expensive variants and 72% of people are not believe for Maruti Suzuki.  It observe that the overall performance of Maruti Suzuki car 52% of people are partially satisfied 36 % people are fully satisfied & 12% of unsatisfied of its overall performance of their car.  It observe that the overall performance of Tata Motors 40% of people are partially satisfied , 36% of unsatisfied, 24 % people are fully satisfied of its overall performance of their car. CONCLUSION  It is founded that Marui 800 is popular model in Pandharpur city and nearby villages and It is founded that TATA Manza is very popular in Pandharpur area.  It is been founded that the Maruti car owner are take 2 month for their car servicing and Tata motors take 2 or 3 month for their cars servicing.  Mostly people are interested to take servicing in company showroom and Tata Motors car owner are not interested in company care showroom instead of they prefer pvt.garage..  Contacting service department to make appointment of Maruti Suzuki is good compare to Tata Motors.  The availability of appointment to Suit Serving the car is good of Tata compare to Maruti Suzuki.
  59. 59. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 59  The Communication during Service/ Repair to you adapted on process for Maruti Suzuki is excellent compare to Tata Motors.  The availability of spare parts of Maruti Suzuki is excellent compare to Tata Motors.  The vehicle reach at agreed time of MarutiSuzuki , more people are satisfied compare to Tata Motors.  The customer service Centre Executive try to cross sale other car accessories for Maruti Suzuki is low compare to Tata Motors.  The pleasant / unpleasant experience at service center for Maruti Suzuki more pleasant compare to Tata Motors.  Believe of better service provided by your car manufacturer for expensive variants for Maruti Suzuki low than Tata Motors.  Marutisuzuki customers are mostly satisfied but Tata motors not satisfied with overall performance of their car.
  60. 60. SOLAPUR UNIVERSITY, SOLAPUR SVERI’s COLLEGE OFENGINEERING,PANDHARPUR, MBA (2015-2016) Page 60 SUGGESTIONS  Customer are take only need constantly after sales service so company should focus on servicing instead of selling.  Company should create new ideas to attract customer towards their servicing.  Company should provide the facility to customer like tea, mineral water during servicing time.  Customer likes best quality cars on any price so company should add latest technology in their product.

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