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  1. 1. Summer Internships 2010 PGDM 2009-11 S u mmer I n t ern shi p Proj ect Report on ´Tool to calculate the Technician Efficiency and Productivity.µ Un d e rta k e n a t Honda Greater Noida Prepared By:Company Guide Faculty GuideMr. Prabhjot Singh Mr. Soumitro
  2. 2. DECLARATIONI hereby declare that the training in the After Sales Department at Honda Siel CarsIndia Ltd has been attended by me from 15/04/2010 to 15/06/2010 , as a part of thepartial fulfilment of the two year full time POST GRADUATE DIPLOMA IN BUSINESSMANAGEMENT (PGDM) batch (2009-2011) at COLLEGE OF MANAGEMENT STUDIES,IILM GREATER NOIDA.Under the able guidance of ʹ1) Mr. Prabhjot Singh - COMPANY GUIDE.2) Mr. Soumitro - FACULTY GUIDE.The topic I have undertaken was ͞TOOL TO MEASURE THE EFFECIENCY ANDPRODUCTIVITY OF TECHNICIANS͛͟.
  3. 3. ACKNOWLEDGEMENTI take pleasure to thank all those who have helped & supported me for completion of thisproject at Honda Siel Cars India Ltd.First of all I would like to thank Prof. Mr. Soumitro for the encouragement & guidance thathe gave, under whose guidance I was able to successfully complete the project.I would, with profound pleasure and proud privilege; I take this opportunity to express mydeep sense of gratitude and indebtedness to the Honda Siel Cars India Ltd, GreaterNoida for giving me opportunity to undertake this project. I would like to express my sincere gratitude to my company guide Mr. Prabhjot Singh forgiving me this opportunity to complete my internship in this esteemed organization and fortheir kind support.I am thankful from my heart to the company guide, Mr. Prabhjot Singh, Service Planning,for this project, for his constant, able and friendl y guidance, co-operation and suggestions incompleting my project and allowing me to go through various records of the companiesrelated to my project. In spite of his very busy schedule, he devoted a lot of time to myproject. Then I express my grateful thanks to whole staff members for regularly giving me thedatabase of dealers and helping me out to deal with the preferred customers and getfeedback from themI would like to thanks to Mother & Father who supported me Mentally, Emotionallythroughout the completion of this project & without their blessings the completion of thisproject is difficult.I am also thankful to the management of IILM -CMS, who has given me an opportunity to workwith such an esteemed international organization at the start of my career.I would also like to thanks my fellow trainees Varun and Rajat who ware my partners in theproject during internship.Last but not the least, I feel indebted to all those persons in the organisation who providedtheir directly or indirectly in completion of project.
  4. 4. EXECUTIVE SUMMARYThe objective of the project is to critically study and analyse the ´ TECHNICIAN EFFECIANY ANDPRODUCTIVITY ON THE WORKSHOP FLOORµ.The ultimate aim of our project was to replace the tool of the Job Controller with the tool that wehave developed in-house at Honda Siel Cars India Ltd. The differentiating factor between the existingtool available at the dealers of Honda and the tool that we have developed is that our tool is agraphical enterprise.The new tool has got the permission of Mr. Pradeep Chakravarty ² GM After Sales Honda Siel CarsIndia Limited. Under his auspicious regards we have gone ahead with tiny but far reaching Endeavour.We have set about the task of going different dealers in and around NCR region. To make thisproject a truly a versatile one, we have decided to take it pan India.I personally along with my colleagues, my fellow trainees Mr. Varun from IILM GSM Greater Noidaand Mr. Rajat have to two different dealers one each in Noida Sector II being Ace Honda and otherbeing Southend Honda near Badarpur Border. The Southend Honda has a rich history as it being theforemost Honda dealer in India and the first place to introduce the Quick Service, a novel Serviceprovided at Honda dealers.I along with my colleagues have meticulously collected the data at both the mentioned dealers andhave prepared a comprehensive report for both the dealers taking alt the factors into consideration.My mentor Mr. Prabhjot Singh, the architect of this whole project, had a meeting with GeneralManager of Ace Honda alias Colonel. The meeting has been a resounding success; the managementof Ace Honda has agreed to replace the existing tool with our tool. To add to this the Mumbaiproject has also tasted the same success, where Mr. Prabhjot Singh, himself got it implemented.The Southend report has been prepared and a meeting would be held with the Southendmanagement as soon as possible.
  5. 5. CHAPTER ² 1 SCOPE OF THE PROJECT1. To replace the job controller sheet at the Honda Dealer·s with the tool developed in-house at HSCI.2. To measure the Efficiency and Productivity of Technicians in the workshop.3. Findings and Recommendations. OBJECTIVE OF THE PROJECTy Understand the various activities that encompass the After Sales Division in Honda.y Understand the various types of Services that a Honda car goes through in a workshop of a dealer.y Understand the nuances of job allocation to various technicians in the workshop.y To analyze the level of Efficiency and Productivity of technician·s.y To provide suggestions and recommendations to the dealer so that they can service the cars more effectively.
  6. 6. CHAPTER ² 2 INRTODUCTION AN OVERVIEW OF THE HONDA MOTOR COMPANY LTDHonda is the world͛s largest manufacturer of motorcycles as well as the world͛s largest manufacturerof Internal Combustion Engines measured by volume, producing more than 14 million InternalCombustion Engines each year.Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand, Acura in1986. Since 1986, Honda has been involved with artificial intelligence (AI) / robotics research andreleased their ASIMO robot in 2000.They are also ventured into aerospace with the establishment of GE Honda Aero Engines in 2004 andthe Honda HA ʹ 420 Honda Jet, scheduled to be released in 2011. Honda spends about 5% of itsrevenues into R&D.The spirit of Soichiro Honda forever has been inscribed in every car and engine that Honda builds.Once Soichiro Honda famously said, ͞I͛VE FAILED 99% OF MY TRAILS, IN ORDER TO SUCCEED IN THEREMAINING 1%͟.
  7. 7. HISTORYSOICHIRO HONDA (NOV 17, 1906 ² AUG 5, 1991) ² AN EXTRAORDINARY MANThe Honda story is the story of one man, Soichiro Honda, and his unparalleled achievement ofbringing motor cycles to the masses. Soichiro Honda was a racer, a businessman, and amanufacturer. But most of all he was a dreamer. He dreamed of a better way of making piston rings,founded a small company, and began production. He dreamed of giving people everywhere aneconomical form of transportation, and began producing small motorcycles, including one built in1949 called the D -Type Dream. He also loved racing too. So his company built bigger and faster machines, two, four, five and six -cylinder race bikes and won the Isle of Man.Japanese entrepreneur Soichiro Honda had loved motor vehicles almost since birth. When he wasfifteen, he became part of an auto repair shop, and the passion grew. His greatest dream was tobecome a world-renowned car racer, and it was an ambition which he would fulfil in time. But first,the auto lover found himself employed as a technician. During his free time, he nurtured his gr owinginterest in motor vehicles by building race cars and tooling with his Harley motorcycle.Honda possessed a natural talent for anything motorized, and his skills allowed him to open thedoors of his very own repair shop in 1928. As his curiosity grew, he attended technical school in orderto discover the perfect way to manufacture a piston ring. Honda combined his inborn knowledge withhis new technical knowledge to take the first tentative steps toward entrepreneurial success. Heutilized what he had learned about piston rings to form the Tokai Seiki Company.
  8. 8. HONDA MOTOR COMPANY LTDIn 1928, Soichiro Honda secured his first of many patents (for automobile wheel spokes). Then, asWorld War II ravaged Japan, Honda cornered the market on badly needed generator motors. Hisgrowing capital allowed him to break ground on the Honda Technical Research Laboratory in 1946.Just two short years later, the Honda Motor Company, Ltd. would open its doors in Hamamatsu. Themotor world would never be the same. The company initially found its niche in the manufacture ofmotorcycles. Following the launch of the company͛s first successͶthe ͞C͟ model motorcycleͶHondaand his then-twenty employees launched themselves into motor history with the three horsepower,two-speed transmission ͞D͟ model.The motorcycle was aptly named the ͞Dream D͟ after jubilant employees allegedly shout ed ͞It͛s likea dream!͟ upon its completion. And a dream it was. The ͞Dream D͟ was like a dream come true forthe war-recovering Japanese society: it was inexpensive; it conserved valuable fuel; and, perhapsmost importantly, it provided a temporary escape from the surrounding troubles. The overwhelmingsuccess of the ͞D͟ model and the later ͞E͟ model helped Honda build a reputation for quality anddesign supremacy, even when an early-1950s economic depression threatened to dim the company͛sshining star.By 1955, Honda had weathered the storm and saw his dream at least partially realized when hiscompany became the top motorcycle manufacturer in Japan. When those top sales figures expandedto include the world in 1959, Honda began to realize the enormous po tential in a global expansion ofhis empire. While his business associates encouraged him to open a plant in either Europe orSouthern Asia, Honda saw potential in another market: the American market. Marketing expertspleaded with Honda to change his mind , citing the low sales figures for motorcycles in the UnitedStates. But Honda and his trusted advisor Fujisawa ignored the pleas, realizing that America wasbecoming an increasingly important presence in the global marketplace.In 1959, newly appointed Ex ecutive Vice President and General Manager Kihachiro Kawashimaofficially introduced American Honda Motor Company to the American public. With a $250,000͞allowance,͟ the time was now or never for Honda America. Due to the disinterest of scepticalAmerican dealers, AHMC set up shop in various hardware stores and sporting good stores.The new enterprise faced a hard sell to dealers and the public alike: the name Japan still heldnegative connotations for an American society struggling with its own w artime memories; fuelefficiency was not foremost in the minds of much of the public; and the vehicles of America wereexpected to be faster and leaner than their Japanese counterparts. However, at the same time AHMCwas experiencing the growing pains of a rookie company, Soichiro Honda was fulfilling his lifelongdream of mastery on the racing circuit.
  9. 9. He won the Isle of Man in the early 1960s, and continued a steadily rising string of successes on therace course. This publicity helped boost the Honda i mage in America, and Honda͛s reputation wasfurther boosted when it was honoured with its first manufacturer͛s award in 1962. The company alsoreached out to a weary public through an ambitious magazine advertising campaign thatemphasized Honda͛s strengths: dependability, fuel efficiency, simplicity, easy maintenance, and aunique (rebellious?) design. AHMC struck one final blow to the competition with its riskyͶandexpensive!Ͷadvertising onslaught during the 1964 Academy Awards. But the ploy workedjumpstarting sales by millions. Despite its slow start, AHMC was dominating sales in the samemanner as its Japanese counterpart by the end of its fifth year (matching the original HMC͛s 65%share of the market with its own impressive 62% share).Soon, the company would become the standard bearer in the industry, pioneering both theMotorcycle Industry Council and the Motorcycle Safety Council. It would also solidify its image with aseries of philanthropic efforts. With the success of the American Honda Motor C ompany, Honda feltmore confident than ever in his next goal: dominance in the automobile industry. He faced hurdlesfrom the government, which delayed its approval for Hondas entrance into automobilemanufacturing. Part of the reason for this hesitation was Honda͛s subsidization of its US market,which led to questionable pricing practices in Japan.In spite of the initial delays, Honda unveiled its first automobile and truck products in 192. In 1969,American Honda also introduced its first automobile im port, the N600 Sedan. The story was much thesame: initial scepticism (could a motorcycle man really make effective automobiles?), followed byeventual success. The enormous popularity of Honda͛s ͞CB͟ model motorcycles helped convince thepublic that their faith in Honda was well -placed. So, when Honda embarrassed the competition withhis environmental-friendly Civic automobile (in a time of growing pollution concerns) in 1972, boththe American public and the American government were more than receptive.Soon, Honda International Trading was exporting its now -successful American creations to Japan,closing the circle of success. When the top-selling Accord made its way onto American streets a fewshort months later, the Honda success story was finally comp lete: Japanese motorcycle supremacy,worldwide motorcycle supremacy, and now automobile supremacy.His vision finally fulfilled, Honda retired in 1973, leaving Kiyoshi Kawashima to carry on his legacy.Honda would witness the birth of yet another successful corporation (Honda of AmericaManufacturing in Marysville, Ohio), which would revolutionize the workplace with its emphasis onteamwork and cooperativeness. Honda would also be on hand for a Team Honda first -place victory inworld motocross in 1981, for the crowning of a new American Honda president (Tetsuo Chino) in1983, for a series of honorary distinctions (including a clean sweep of the Motor Trend Import Cars ofthe Year selections), and for a most fitting 25th anniversary present of record -setting sales.For all of his contributions and milestones, Soichiro Honda set another standard when he became thefirst Asian to be inducted into the U.S. Automotive Hall of Fame. Today, Honda͛s selection of Accords,Civics, Preludes, Passports, Acura͛s, and Odysseys bear the Honda seal of excellence. Millions ofmotorcycle and automobile lovers around the world can attest to that excellence.
  10. 10. HONDA·S GLOBAL VISIONSoichiro͛s vision was international in character. His desire was to lead the world in technology, andmake a significant contribution to the creation of a better society. As a result, most of the productsthat Honda developed started out by making a difference. Whether it was the CVCC (CompoundVortex Control) engine in the sixties or the solar powered car of the nineties, they all sought tochallenge and overcome conventional wisdom. HONDA·S MISSION STATEMENTHonda͛s Mission statement is a very short, simple and a pragmatic one. WE CONVERT FUEL TO ENERGY, EFFECIENCY.HONDA GLOBALLYHonda has manufacturing plants all over the world. It has manufacturing units in five parts of theglobe. And its products are used in every part of the world.Globally Honda machines are known for their reliability, efficiency and world class quality.Honda to test their world class stands have been involved in motorsports all over the world includingFormula 1(they exited F1 in 2009 with the sale of Honda F1 team to Brawn GP), Isle of Mann TT, Indycar racing, Moto GP, World Super Bike and Motor Cross.List of the manufacturing plants are as follows: I. CHINA II. THE USA III. PAKISTAN IV. CANADA V. ENGLAND VI. JAPAN VII. BELGIUM VIII. BRASIL IX. NEW ZEALAND X. INDONESIA XI. INDIA XII. THAILAND XIII. TURKEY.
  11. 11. GLOBAL PRODUCT LINE:Honda has a vast list of products to its credit. It manufactures from lawn movers to Jet engines.Honda has carried on the sprit and legacy that Mr. Soichiro Honda has left behind in anything andeverything they build and comes out of Honda͛s factory line all over the world.Here is a list of product line of Honda machines. I. AUTOMOBILES. II. MOTORCYCLES. III. SCOOTERS. IV. ALL TERRAIN VEHICLE͛S (ATV͛S). V. ELECTRIC.AL GENERATORS. VI. ROBOTS. VII. MARINE EQUIPMENT. VIII. JETS. IX. JET ENGINES. X. LAWN AND GARDEN EQUIPMENTS.INDIAN PRODUCT LINE: I. AUTOMOBILES. II. MOTORCYCLES. III. ELECTRIC GENERATORS.
  12. 12. Chapter ² 3 BEYOND BUSINESS HONDA·S OROGIN ² THE HONDA PHILOSOPHY ¡ § §   ¨¢ § ¨ ¢  Th nda ph ¥ ££ £ ¦ ph ©¢   ¤¤ ¨¢ ¥£ ¥   ¥©¨¢ ¦ ¢ ¥¢¤£ h ba a h pan a v and ¥   ¥  ¥ h anda d h ¡ §ndu and d ¢ ¢¨ ¢   n a ng a a ¢¨ ¥  £¢ ¥¥ ¤¤ ¢ £ © ¢£ ¥£  a h ugh h nda up ¡¢  Th nda ph  ¨ ¥ ¥  ¤ §¢   ¥ ¦ ¢ ¥¢¤£ ph a va u ha d b a a a §  ¥ n h ¢ ¢ ©¢ ¥£ ¢¨ ¡ ¢   £ ¥  £¢ ¥¥ ¤¤ ¦ nda up p d § § § § ©¢   h pan p n p ¥ ££¤¢  ©  ©  ¤ £ £¨ ¦ anag n p and h unda n a b ¤ £ £ £   ¨¢   ¥ ¨ ¢ ¥  £¤  ¤  © p h nd v dua  and h Th ¥¦¢   ¨   ¥  ¢   ¥ ¡ § ¥ ¥ ££¤£ £ ¥ ¢ ¥ ¨ ¤ £¢ ¥ ¥£ ¤£ §¤ §Ba d n h ¢ ¥  ¤ va u ¦ £¢ ¥ ¢ ¥ ¨   ¨   ¢ ¥ ¨£ ¥ nda a p an h u and u a p n b aa pan ¦ ©¢ Company principle The purpose reason for existence of the Honda group The center of the Guidelines for associates philosophy of in the performance of the Honda group their daily operations Fundamental Management beliefs policies !C N NC $# % $ ¥ ¢   £    ¨   £¢  £ ¤ ¢¤ § a n a n ng a g ba v p n a d d a d £ £ £ upp ng p du £¦¤ ¢¨ £   ¢ ¥ h h gh ¥  qua  ¦ ¦£¤ a §¥ ¥  a a nab p ¢£ £ ¨ ©¢ ¥   £ ¤¨¢ ¨¢ §  £¨  ¤ d d u ¢ ¥  ¨ a a n
  13. 13. FUNDAMENTAL BELIEFS RESPECT FOR THE INDIVIDUAL y INITIATIVE Initiative means not to be bound by preconceived ideas, but think creatively and act on your own initiative and judgment, while understanding that you must take responsibility for the results of those actions. y EQUALITY Equality means to recognize and respect individual differences in one ano ther and treat each other fairly. Our company is committed to this principle and to creating equal opportunities for each individual. An individual͛s race, sex age religion, national origin, educational background, social or economical status have no beari ng on the individual͛s opportunities. y TRUST The relationship among associates at Honda should be based on mutual trust. Trust is created by recognizing each other as individuals, helping out where others are deficient, accepting help where we are deficient, sharing our knowledge, and making a sincere effort to fulfil our responsibilities. THE THREE JOYS y THE JOY OF BUYING The joy of buying is achieved through products and services that exceed the needs and expectations of each customer. y THE JOY OF SELLING The joy of selling occurs when those who are engaged in selling and servicing Honda products develop relations with a customer based on mutual trust. Through this relationship, Honda associates, dealers and distributors experience pride and joy in satisfy ing the customer and in representing Honda in the customer. y THE JOY OF CREATING The joy of creating occurs when Honda associates and suppliers involved in the design, development, engineering and manufacturing of Honda products recognize a sense of joy in our customers and dealers. The joy of creating occurs when quality products exceed expectations and we experience pride in the job well done.
  14. 14. MANAGEMENT POLICIES 10 )( 3 y Proceed a a with a bition and youth u ness. 2 ( y Respect sound theory, develop fresh ideas and ma e the most effective use of time. 4 y Enjoy your work, and encourage open communications. y Strive constantly for a harmonious flow of work. y Be ever mindful of the value of research and endeavour. CSR INITIATIVES BASED ON THE HONDA PHILOSOPHYHonda formulated its vision statement, ͞Striving to be a company society wants to exist͟, based onthe Honda philosophy. In order to realize this vision, we have established three directions: creatingnew value and commitment to the future. Creating new value means appl ying innovative ideas toanticipate changing n eeds and give shape to dreams.Expanding values means helping people realize their dreams by contributing to local communitieswherever we are active around the globe. Commitment to the future means working to improvesafety for everyone while also minimizing our burden on the environment and consumption of theearth s resources. 5 Striving to be a company society wants to exist Creating new value Commitment to the future Expanding value Honda philosophy
  15. 15. CHAPTER ² 4 HONDA SIEL CARS INDIA LTDHonda Siel Cars India Ltd., (HSCI) was incorporated in December 1995 as a joint venture betweenHonda Motor Co. Ltd., Japan and Siel Limited, a Siddharth Shriram Group company, with acommitment to providing Honda s latest passenger car models and technologies, to the Indian 6customers. The total investment made by the company in India till date is Rs 1620 crores in GreaterNoida plant and Rs 784 crores in Tapukara plant.HSCI͛s first state-of-the-art manufacturing unit was set up at Greater Noida, U.P in 1997. The green-field project is spread across 150 acres of land (over 6,00,000 sq. m.). The annual capacity of thisfacility is 100,000 units. The company͛s second manufacturing facility is in Tapukara, Rajasthan. Thisfacility is spread over 600 acres and will have an initial production capacity of 60,000 units perannum, with an investment of about Rs 1,000 crore. The first phase of this facility was inaugurated inSeptember 2008.The company͛s product range includes Honda Jazz, Honda City, Honda Civic and Honda Accord whichare produced at the Greater Noida facility with an indigenization level of 77 , 76 , 74 and 28 7 7 7 7respectively. The CR-V is imported from Japan as Completely Built Units. Honda͛s models are stronglyassociated with advanced design an d technology, apart from its established qualities of durability,reliability and fuel-efficiency.
  16. 16. PRODUCT LINEHONDA JAZZHonda Jazz is the company͛s first offering in the premium compact car segment. The Jazz is asegment-defining car that has won accolades and adoration all over the world. Widely acclaimed forits dynamic styling, spacious interiors, versatile utility and remarkable performance, the Honda Jazzbrings added fun and excitement to the driving experience.The Jazz͛s dynamic performance is achieved by a newly developed four-cylinder 1.2-liter i-VTECengine, featuring Programmed Fuel Injection that delivers maximum output of 90 PS (66 kW) @6,200 rpm and Torque of 110 Nm (11.2 kg-m) @ 4800 rpm while giving impressive fuel economy of16.1 km/l, as per ARAI test data. Safety of passengers and pedestrians is a top priority for Honda andall safety equipment is standard across all variants. Th e Jazz practicality has been enhanced withthree-mode ͞Magic Seat͟ configuration to achieve multiple seating and cargo -carryingconfigurations for long or tall objects in addition to the standard five -passenger mode. The HondaJazz is available in two variants - Honda Jazz and Jazz Select edition in Manual Transmission.Additionally, both the variants are available in 2 attractive types - Mode Active.HONDA CITYHonda s all-new Third Generation Honda City was launched in September 2008. It comes with a 8completely new design, new engine, and spacious cabin and equipped with various active and passivesafety features. The company has also launched the 1.5 V MT AT version of the City in September2009. The new Honda City is available as SMT, VMT and VAT. Additionally, all the variants areavailable in 2 attractive types ʹ Elegance and Inspire.The all new Honda City achieved milestone sales with 50,000 units sold within one year of its launch.Since its launch in the country in 1998, Honda City has been a best seller in the premium carsegment.
  17. 17. The all new Honda City has bagged several awards including 3 Car of the Year and the prestigiousICOTY (Indian Car of the Year) 2009. The model made a clean sweep in the viewers͛ choice categorywinning all 3 awards announced by NDTV Car India Bike India Awards, UTVi Auto car Awards andCNBC TV 18 Overdrive Awards. These awards truly exemplify the experts͛ as well as the customers͛admiration and trust in the product.HONDA CIVICThe Civic is Honda͛s largest selling model globally and is now sold in ap proximately 160 nations andregions worldwide. Honda Civic was launched in India in July 2006 which became a runaway successand was also awarded the ͞Indian Car of the Year͟ in 2007.The new Civic was launched in September 2009 with more aggressive and sportier look. The new Vgrade Civic juxtaposes Honda͛s advanced technology with striking design. The new Curved 5 PointMetallic Front Grille and restyled Front Sporty Bumper add to a pulsating and aggressive appeal ofthe car. The introduction of stylized Dark Smokey Headlights Crystalline Octagonal Tail Lightsenhances the contemporary look of the car. New Civic is available in 3 variants ʹ SMT, VMT VAT.
  18. 18. HONDA ACCORDThe Honda Accord was first introduced in India in year 2003. HSCI launched the 8th generation HondaAccord in India in May 2008. The Honda Accord is available in 2.4L and 3.5L V6 engine.The 2.4L comes in three types in both Automatic and Manual transmission о Accord 2.4, Accord 2.4Elegance and Accord 2.4 Inspire. The All -new Accord comes with 5-speed Manual Transmission and 5 -speed Automatic transmission with Paddle shift, to give the exhilarating experience of F -1 racing. TheAT now has Shift Holding System which avoids unnecessary gear shifting on winding roads and helpsin hassle free drive.The Honda Accord V6 3.5-liter comes with Electric Sunroof and additional luxury features forenhanced exterior styling. The 3.5L i-VTEC engine features an advanced Variable CylinderManagement (VCM) system that switches between six-, four-, and three-cylinder combustiondepending on the driving conditions and thereby delivering maximum power of 275 PS during sixcylinder operation and impressive fuel economy in VCM mode while cruising.The new 8th generation Honda Accord has also won the UTVi Auto car Best Luxury Car award in 2009.HONDA CR-VThe Honda CR-V is sold as a Completely Built Unit (CBU) import and is available on confirmed orderbasis for the customers. The Honda CR-V was first introduced in India in July 2003. It went on tobecome the segment leader since its launch winning several awards for itself. The all new 3rdgeneration CR-V was introduced in India in November 2006 which offered its customers a distinctivecombination of ͚the comfort of a sedan with the thrills of a SUV͛. Honda CR -V was adjudged the ͚SUVof the Year͛ by NDTV Profit Car Bike and Overdrive and also won the ͚Best Driver͛s Car͛ award byCNBC TV-18 Auto car Auto Awards in 2007.
  19. 19. Honda launched a refreshed version of the 3rd generation CR -V in November 2009.The new HondaCR-V offers its customers a distinctive combination of refined styling and high quality. The Honda CR-V is available in 2.0 L - MT 2WD and 2.4L MT /AT Real-time 4WD.SALES NETWORKHonda Siel Cars India has a strong sales and distribution network spread across the country. Thenetwork includes 117 facilities in 70 cities. HSCI dealerships are based on the ͞3S Facility͟ (Sales,Service, Spares) format, offering complete range of services to its customers.
  20. 20. CHAPTER ² 5 UNIQUE FEATURESHONDA CARE ROADSIDE ASSISTANCEDriving is always fun with a Honda vehicle and you can look forward to years of enjoyable driving.However in the unfortunate unforeseen event of a breakdown or road accidents what you need isimmediate help. Our goal is to ensure that you get prompt assistance during such a situation, forwhich Honda has designed a special programme called the Honda Care Roadside Assistance .The programme is designed to enhance your overall Honda ownership experience, by providing 24×7Roadside Assistance emergency support. The cost for the Roadside Assistance package is as follows: 1 Yr - Rs. 1500 2 Yr - Rs. 2500 3 Yr - Rs. 3250 4 Yr - Rs. 4000Honda Roadside Assistance is accessible to customers through a na tional toll-free number ͞1800 1033121͟ providing onsite assistance services in the event vehicle is immobilized due to electrical ormechanical breakdown. Request to please save this no. in your handset for emergency.CUSTOMER BENEFITSHonda Roadside Assistance at home or on the roadIf your vehicle is immobilized whether at home or on the road, Honda Care Roadside Assistance willattends to your vehicle. If the problem is something that can be resolved at the roadside, a mobiletechnician will be sent to mobilize your vehicle at the roadside.
  21. 21. B@ A @ 9 CVe i le e ve y f ll wi g B B CB F@ DF9@ E D e i l F@ C @ D BG F C ele t i l b e k wIf your vehicle is unable to be mobilized following a mechanical or electrical breakdown, a recoveryvehicle will be sent to recover your vehicle to the nearest Authorized Honda Dealer. IPCBCC DFE 9 B PF@ D @DF P PPF G PGFBC CF FGDBH e i e i t ei e f u eWhen your vehicle is immobilized due to any of the following human errors like: -* Battery problems: Dead battery* Fuel problems: Out of fuel, Incorrect fuel or Contaminated fuel* Key problems: Locked keys, Lost keys or Broken vehicle keys* Tyre problems: Puncture, bolts or valve related issuesDepending on the type of problem either a mobile technician will be sent to mobilize your vehicle atthe roadside or a recovery vehicle will be sent to recover your vehicle to the nearest AuthorizedHonda Dealer. DT xi Be efit FIf your vehicle is recovered to an Authorized Honda Dealer by Honda Care Roadside Assistance, thedriver and passengers (maximum number of persons covered equals to the number of people theHonda vehicle could legally carry) will be provided with one free taxi ride, up to 50kms from thebreakdown location, in order to continue your journey . B@ A @ 9 CVe i le e ve y f ll wi g B B D G @@ DF D A i e tIf your vehicle is unable to be mobilized following a road traffic accident, Honda Care RoadsideAssistance will organizes to send a recovery vehicle to recover your vehicle to the nearest AuthorizedHonda dealer. C D AU ge t Me FP Pge el y FYou will be provided an urgent message relay service to help keep in contact with family, friends,and/or work colleagues in the event of a vehicle breakdown or accident. BN te: - Customers are entitled to service under this program if within a 100 Km radius of anAuthorized Honda Dealer in India and as long as the vehicle has broken down on gazette, bitumenroad.
  22. 22. AUTO TERRACEWelcome to Auto Terrace ʹ Honda͛s one-stop facility for Exchange and Pre -Owned Car Purchase AutoTerrace helps you exchange your existing car for a Brand New Honda. Auto Terrace is also the rightplace if you are looking for a Quality Pre -Owned Honda.At Honda Auto Terrace, you can: y Exchange your existing car ʹ any make, any model ʹ for a Brand New Honda c ar. y Buy a Certified Pre-Owned Honda with 1 year/15,000 km warranty*.Why Honda Auto Terrace: y One-stop shop. y Fair price deals. y Transparent documentation. y Warranty on Pre-Owned Honda cars*CORPORATE SALESOur corporate sales cover the following areas: y Sales to Corporate Houses -Buying in name of company or in the name of their individuals (including spouse). y Canteen Stores Department (CSD) for Indian Defence Forces. y Government Departments under Special Government Prices. y High Sea Sales. / EPCG Sales. y Special Excise Duty Exemption Sales.
  23. 23. CHAPTER ² 6 AFTER SALES SERVICECUSTOMER SERVICECu t T SR Q U T e se vi e is the provision of service to customers before, during and after a purchase.According to Jamier L. Scott (2002), ͞Customer service is a series of activities designed to enhance thelevel of customer satisfaction ʹ that is, the feeling that a product or service has met the customerexpectation.Its importance varies by product, industry and customer; defective or broken merchandise can beexchanged, often only with a receipt and within a specified time frame. Retail stores will often have adesk or counter devoted to dealing with returns, exchanges and complaints, or will perform relatedfunctions at the point of sale.Customer service may be provided by a person (e.g., sales and service representative), or byautomated means called self-service. Examples of self service are Internet sites. However, In theInternet era, a challenge has been to maintain and/or enhance the personal experience while makinguse of the efficiencies of online commerce. Writing in Fast Company, entrepreneur and customersystems innovator Micah Solomon has made the point that Online customers are literally invisible toyou (and you to them), so its easy to short change them emotionally. But this lack of visual andtactile presence makes it even more crucial to create a sense of personal, human -to-humanconnection in the online arena. [2]Customer service is normally an integral part of a company͛s customer value proposition. In theirbook Rules to break and Laws to Follow, Don Peppers an d Martha Rogers, Ph.D. write thatcustomers have memories. They will remember you, whether you remember them or not. Further,customer trust can be destroyed at once by a major service problem, or it can be undermined oneday at a time, with a thousand small demonstrations of incompetence.From the point of view of an overall sales process engineering effort, customer service plays animportant role in an organizations ability to generate income and revenue. [4] From that perspective,customer service should be included as part of an overall approach to systematic impr ovement.Some have argued that the quality and level of customer service has decreased in recent years, andthat this can be attributed to a lack of support or understanding at the executive and middlemanagement levels of a corporation and/or a customer service policy. To address this argument,many organizations have employed a variety of methods to improve their customer satisfactionlevels, and other KPIs.
  24. 24. INSTANT FEEDBACKRecently, many organizations have implemented feedback loops that allow them to capture feedbackat the point of experience. For example, National Express, one of the UKs leading travel companiesinvites passengers to send text messages whilst riding the bus. This has been shown to be useful as itallows companies to improve their customer service before the customer defects, thus making it farmore likely that the customer will return next time.Cust X WV Y X e se vi e A challenge working with Customer Service is to ensure that you have focused yourattention on the right key areas, measured by the right Key Performance Indicator. There is nochallenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflectsyour overall strategy. In addition to reflecting your strategy it should also enable staff to limit theirfocus to the areas that really matter. The focus must be of those KPIs, which will deliver the mostvalue to the overall objective, e.g. cost saving, service improving etc. It must also be done in such away that staff sincerely believes that they can make a difference with the effort.One of the most important aspects of a customer service KPI is that of what is often referred to as theFeel Good Factor. Basically the goal is to not only help the customer have a good experience, but tooffer them an experience that exceeds their expectations. Several key points are listed as follows:1. Know your product - Know what products/service you are offering back to front. In other words bean information expert. It is okay to say I dont know, but it should always be followed up by... Butlet me find out or possibly͟ but my friend knows! Whatever the situation may be, make sure thatyou dont leave your customer with an unanswered question.2. Body Language/Communication - Most of the communication that we relay to others is donethrough body language. If we have a negative body language when we interact with others it canshow our lack of care. Two of the most important parts of positive body language are smiling, andeye contact. Make sure to look your customers in the eye. It shows that we are listening to them, notat them. And then of course smiling is just more inviting than someone who has a blank look on theirface.3. Anticipate Guest Needs - Nothing surprises your customer more than an employee going the extramile to help them. Always look for ways to serve your cus tomer more than they expect. In doing so ithelps them to know that you care and it will leave them with the Feel Good Factor that we aresearching for.
  25. 25. STANDARDISATIONThere are few standards on this topic. ISO and The International Customer Service Institute (TICSI)have published the following ones: ISO 9004:2000, on performance improvement ISO 10001:2007, on customer service conduct ISO 10002:2004, on quality management in handling customer complaints ISO 10003:2007, on dispute resolution The International Customer Service Standard (TICSS)There is also Information Technology service management standard: ISO/IEC 20000:2005. Its firstpart concerns specifications and its second part the code of practice .
  26. 26. CHAPTER ² 7 RESEARCH METHODOLOGYResearch Methodology is the Systematic Objective, Identification, Collection, Dissemination useof information for the purpose of assisting management in decision making related to identificationof problem providing solution to it.The data are collected using the most appropriate method, analyzed interpreted inferences aredrawn finally the findings, recommendations are provided which helps management in decisionmaking process. RESEARCH DESIGNI have adopted Descriptive Research Design for my project as I have studied all the different aspectsabout the servicing of a Honda car, by going through the after Sales Manual and by practicallylearning in the workshop of different Honda dealer͛s. On the basis of this study I have done myproject. DATA COLLECTIONBoth primary and secondary data are collected for this project.DATA COLLECTION MET OD ` A PRIMARY DATA: a y Most of the data, in fact all the data collected in the project is of Primary Data. y The data is collected is collected from Job Controller and Technician͛s on our tool. B SECONDAY DATA: b y The standard time given in the After Sales Manual is referred to a give a first perspective. y This time in the manual is called as FRT acronym for Fix Response Time. SAMPLE DESIGNA graphical sheet which we call it as tool is developed to measure the efficiency and productivity ofthe technicians comprehensively. As we went along with gaining knowledge along each step we havemodified it to make it all encompassing. SAMPLE SIZETwo Honda dealers, namely: I. Ace Honda: 7 technicians. II. Southend Honda: 13 technicians.So in total 13 te chnicians were studied during the duration of the project.
  27. 27. CHAPTER ² 8 ACE HONDAWe have collected a lot of first hand information from Ace Honda, almost two weeks of data and wehave put that information in table, chart and graphical form for easy comprehension.TABLE 1: IDLE TIME. NAME TYPE Monday Tuesday Wednesday Thursday Friday Saturday Sunday 1 114 18 6 12 6 24 -Manmohan 2 18 18 54 30 48 42 - 3 30 96 0 18 138 150 - 1 42 12 0 18 54 - 0Kundan 2 18 18 30 24 60 - 42 3 66 102 30 30 114 - 66 1 - 186 66 12 60 0 0Umakant 2 - 6 30 174 0 18 0 3 - 36 6 0 0 30 24 1 60 36 114 24 - 0 -Rajan 2 72 24 144 36 - 24 - 3 132 90 42 84 - 0 - 1 96 18 - 12 6 0 0Prempal 2 18 24 - 24 30 36 36 3 156 48 - 24 120 48 42 1 6 - 0 - 66 72 0Deepak 2 102 - 24 - 36 54 48 3 102 - 42 - 162 42 24 1 12 - 42 - 84 0 6Virender 2 132 - 24 - 60 48 30 3 6 - 0 - 126 120 18Type 1: Idle time at the start of the shift.Type 2: Idle time within the shift.Type 3: Idle time between the end of his job and end of his shift.Note: All the readings are in minutes.
  28. 28. TABLE 2: IDLE TIME AND TECHNICIAN. 1000 882 900 822 780 800 738 708 726 700 648 600 500 400 300 200 100 0 Prempal Deepak Virender Manmohan Kundan Umakant Rajan
  29. 29. TABLE 3: IDLE TIME AND DAY OF THE WEEK 1400 1182 1170 1200 1000 800 732 708 654 600 522 400 336 200 0 c c d d Monday uesday Wednesday hursday Friday aturday unday
  30. 30. TABLE 4: IDLE TIME AND TYPE 24% 45% Bef r e first j b e e Between first and last j b e After last j b e 31%TOTAL TIME: 2340.TOTAL IDLE TIME: 663.SHOP UTILISATION: 72%.
  31. 31. TABLE 5: EFFECIENCY TREND OF THE TECHNICIANS. 160 140 120 100 ihg f ay p q ues ay 80 e q sq r e s ay p 60 q t urs ay Fri ay q 40 u atur a y i u u ih ay 20 0
  32. 32. TABLE 6: EFFECIENCY TREND FOR THE WEEK FF I N Y † … †… … 116.14 115.23 109.46 109.57 108.03 106.11 100.6 € ‚ € „ „ ay yxw v es ay y  e e s ay y xy rs ay y ƒ Fri a y y at r a y y ay y x
  33. 33. TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE. 140 120 115 116 108 109 110 106 100 80 69 60 40 20 0 Manmohan Kundan Umakant Rajan Prempal Deepak Viender
  34. 34. TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIAN. 120 100 80 Manmohan ‰ ˆ‡ n an 60  m akant Rajan 40 ‘rem al ’ ’ “ ee ak 20 ” iren er ‰ 0
  35. 35. TABLE 9: PRODUCTIVITY TREND FOR THE WEEK. Productivity 88.5 81.25 75.4 71.5 67.91 58.33 52.29 • • – – Monday uesday Wednesday hursday Friday aturday unday
  36. 36. TABLE 10: TECHNICIAN PRODUCTIVITY / UTILISATION IN PERCENTAGE. 78 74 74 71 69 65 56 Manmohan Kundan Umakant Rajan Prempal Deepak Virender
  37. 37. TABLE 11: SERVICE TREND BASED ON THE KILLOMETERS TRAVELLED BY THE CAR. TYPE MMS KND UMK RJN PRP DPK VRN 5/15/25 6 17 5 9 11 7 1110/30/70 10 10 6 8 9 10 12 40/80 3 5 3 1 2 4 1 60 1 1 5 2 2 2 2 100 - 1 2 1 2 1 - 120 1 - - - - - -
  38. 38. TABLE 12: SUMMARY OF THE EXTRA WORK DONE BY THE TECHNICIAN͛S JOB Monday Tuesday Wednesday Thursday Friday Saturday Sunday Wheel - 1 3 3 4 3 4 Balancing Mounting 1 1 3 1 1 1 1 Disk - 2 2 1 2 4 - SkimmingThrottle Body - 1 1 7 1 4 - Break Pad 3 1 3 - 5 - - change Injector 1 2 1 - 1 1 - change Clutch - - - 1 - - 1 overhaulWiper rubber 1 - - - - - 2 Battery - 1 2 - - - -change/checkTyre puncture - 1 - - 1 - - Lock set - - - - 1 - -
  39. 39. INTERPRETATIONy The idle time during Monday and Friday was massive when compared to the rest of the days.y So it is advisable that instead of one, two technicians could be given weekly off on these particular two days.y Issuing of further job cards to the technicians is not a good practise and with our intervention they have changed that practise.y Type three idle time is the highest, which says that the technicians most of the time finish their all jobs before the end of the shift time.y Sunday has the least idle time of all the days.y Great degree of cars that come for servicing at Ace Honda are in the region of 15/25/35/47/30/70....... .... Km. of servicing.y Quality of work done is good and the workshop is pretty well organised with different job controller of PM and GR, QS . RESULTy On 2nd July Mr. Prabhjot Singh had a meeting with the General Manager of Ace Honda.y They have agreed to replace the job controller sheet with our tool, which was the ultimate aim of our project and it was a resounding success.y They have also welcomed our recommendations and assured us they would take recommended actions as per the policies of the dealer.y In all we have achieved our objectives which we have set to achieve.
  40. 40. CHAPTER ² 9 SOUTHEND HONDAAs we have done at Ace Honda we have repeated the same exercise of collecting data and prepared acomprehensive report.TABLE 1: IDLE TIME. NAME TYPE Sunday Monday Tuesday Wednesday Thursday Friday Saturday 1 72 - 30 90 60 30 -Shobaram 2 - - 96 78 - 72 - 3 420 - 90 160 318 180 - 1 - 18 24 210 - 48 30 Sanjay 2 - 30 174 12 - 30 18 3 150 150 - 108 - - 102 1 - 48 - - 30 18 -S.P. Negi 2 - - 138 - 132 54 24 3 - 330 120 - - 198 30 1 90 - - - - - -Chandor 2 204 - - - 30 30 30 3 150 - - 210 308 300 300 1 - - 30 30 24 18 -Prempal 2 - - 30 96 154 186 96 3 - - 90 - 30 60 - 1 - - 60 - 12 78 - Vinesh 2 - - - - 36 - - 3 - - 198 - 210 300 - 1 - 24 120 180 - 30 - Jijo 2 - 18 - - - 132 - 3 - 90 180 30 - 120 - 1 - 30 - - 30 48 -Narender 2 - 30 18 - 18 - 78 Negi 3 - 270 - - 60 300 240 1 - - - 132 - - 30 Sunil 2 - - - 6 36 - 12 3 - - - 210 300 - 270 1 147 - - 78 - - 12Ram Shah 2 12 - - 90 192 - 132 3 144 - - 270 90 - 30 1 - - - 12 - - -Ranbeer 2 60 42 72 180 - - - 3 390 198 120 90 - - - 1 30 36 60 - - - - Om 2 60 54 198 - - - - Prakash 3 138 150 150 210 - - 324 1 30 48 30 - - - - Ajay 2 66 - - - - - - 3 120 360 360 - - - -
  41. 41. Type 1: Idle time at the start of the shift.Type 2: Idle time within the shift.Type 3: Idle time between the end of his job and end of his shift.Note: All the readings are in minutes.TABLE 2: IDLE TIME AND TECHNICIAN. 1800 1696 1600 1462 1380 1410 1400 1197 1164 1200 1104 1122 996 1014 1000 894 924 844 800 600 400 200 0
  42. 42. TABLE 3: IDLE TIME AND DAY OF THE WEEK 3000 2646 2482 2500 2232 2283 2070 2000 1926 1728 1500 1000 500 0 e e d™˜—ay es ay d f e d ™d g e s ay rs ay d fh Fri ay d at r ay df i ay d ™ fi
  43. 43. TABLE 4: IDLE TIME AND TYPE. 15% e fore first jo j k l j e t ee first a m nm last jo k 23% After last jo o 62%TOTAL TIME: 26680.TOTAL IDLE TIME: 13964.SHOP UTILISATION: 47.67%.
  44. 44. TABLE 5: EFFECIENCY TREND OF THE TECHNICIAN. 200 180 qhobara r 160 Sanjay 140 S.P e gis Chandor 120 Pre tr al Vinesh 100 Jijo 80 Narender Negi Sunil 60 r u a Shah u anbeer 40 O r Prakash 20 Ajay 0 p p Monday uesday Wednesday hursday Friday aturday q unday q
  45. 45. TABLE 6: EFFECIENCY TREND OF THE WEEK. w fficiency 129.043 123.999 123.767 116.95 112.767 107.413 100.568 v v Monday uesday Wednesday hursday Friday Saturday Sunday
  46. 46. TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE. 145.9 120.7 124.2 118.725 111.55 112.31 111.97 114.43 111.96 112.304 107.95 106.046 100.3
  47. 47. TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIANS 120 S yx bara z 100 Sanjay S.P Negi 80 x{ and r y Pre |zal 60 } ines x Jij y 40 Narender Negi 20 Sunil a S a x x z ~ 0 ~ anbeer z Prakas x Ajay
  48. 48. TABLE 9: PRODUCTIVITU TREND FOR THE WEEK. Productivity 51.7 49.2 48.2 48.4 43.5 40.5 36.9 € € Monday uesday Wednesday hursdasy Friday Saturday Sunday
  50. 50. TABLE 11: SERVICE TREND BASED ON THE KILOMETERS TRAVELLED BY THE CAR. TYPE 5/15/25 10/30/70 20 40/80 60 100 120Shobaram 6 7 3 - 2 1 - Sanjay 7 8 1 3 3 1 -S. P. Negi 6 3 1 3 1 - - Chandor 7 2 2 - - - - Prempal 8 6 2 2 3 - - Vinesh 14 3 1 - - - - Jijo 6 3 - 1 1 1 1Narender 9 1 1 3 - 1 - Negi Sunil 6 2 - - - - -Ram Shah 5 4 2 1 - - - Ranbeer 10 7 1 - - - - Om 11 4 1 - - - - prakash Ajay 2 3 2 - - - -
  51. 51. INTERPRETATIONy There is no drastic or significant difference in the idle time pertaining to any day of the week.y This shows that the distribution of technicians during the week is pretty fine.y But the thing needed to be improved is the accountability of the technician and the job controller in the workshop.y It is understandable that if a technician taking up another important car or he assisting other technician is a norm, but sometimes a single car is serviced by 3 or more technicians at a time.y The burden on the job controller is high during peak time. Two job controllers should be maintained at all the time.y Southend Honda used incorporates two technicians per car earlier and due to the construction of metro and flow over in the region there is a decrease in the service of vehicles at the workshop.y But the interesting thing about Southend is that there is substantial number of Accords and CR-V͛s coming for servicing.y This shows that Southend Honda has a Brand Valu e and it garners loyalty through its servicing. RESULTy Report for Southend Honda has been prepared on the basis of data collected.y Mr. Prabhjot Singh would soon be presenting the findings to the management of Southend Honda.y Hopefully they shall agree to replace the job controller sheet with our tool, which was the ultimate aim our project.
  53. 53. y SUMMARY SHEET
  54. 54. BIBILOGRAPHYI. HONDA AFTER SALES MANUAL.II. in-india-110243.html.