1. INTRODUCTION
India is one of the most important emerging car economies in the world
today. Premier Automobile Ltd. (PAL) earned the distinction of manufacturing the
first car in the country. Hindustan Motors (HM), which started as a manufacturer of
auto components graduated to manufacture cars in 1949. Thanks to the Licence Raj
which restricted foreign competitors to enter the Indian car market, Indian roads
were ruled by Ambassador Car from Hindustan Motors and the Fiat from Premier
Auto Ltd. for many of the initial years.
The control imposed on car makers related to production capacity and
distribution. The GOI control even extended to fixation of prices for cars and dealer
commissions. The three decades of the passenger car industry in India up to the
early 1980s, proved to be the 'dark ages' for the consumer, as his choice throughout
this period was limited to two models Ambassador and Padmini. It was only in
1981, after the entry of Maruti Udyog, that the car makers were given a free hand to
fix the prices of cars, thus, effectively abolishing all controls relating to the pricing
of the end product.
In the early 80's, a series of liberal policy changes were announced marking
another turning point for the automobile industry. The very face of the industry was
changed for ever in 1983 with the entry of public sector Maruti Udyog in a joint
venture with the Suzuki Corporation of Japan.
Maruti Udyog Ltd introduced 'Maruti 800' in 1983 providing a complete
face lift to the Indian car industry. The car was launched as a "Peoples car" with a
price tag of Rs 40,000. This changed the industry's profile dramatically. Maruti 800
was well accepted by middle income families in the country. Many companies have
entered the car manufacturing sector, to tap the middle and premium end of car
industry. The new entrants are Daewoo (Matiz), Tata (Indica) and Hyundai
(Santro) in upper end of economy car market. GM, Ford, Peugeot, Mitsubishi,
Honda and Fiat has entered the mid-sized car segment and Mercedes-Benz is in the
premium end of market.
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2. COMPANY PROFILE
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act
of Parliament, to meet the growing demand of a personal mode of transport caused
by the lack of an efficient public transport system.
Suzuki Motor Company was chosen from seven prospective partners
worldwide. This was due not only to their undisputed leadership in small cars but
also to their commitment to actively bring to Maruti Udyog Limited contemporary
technology and Japanese management practices (which had catapulted Japan over
USA to the status of the top auto manufacturing country in the world).
A license and a Joint Venture agreement was signed between Government of
India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct
1982.
The objectives of MUL then were:
• Modernization of the Indian Automobile Industry.
• Production of fuel-efficient vehicles to conserve scarce resources.
• Production of large number of motor vehicles which was necessary for
economic growth.
• SMC and MUL have drawn up an investment plan of Rs 9000 crore in India
upto 2010.
Vision
"The Leader in the Indian Automobile Industry, Creating Customer
Delight and Shareholder's Wealth; A pride of India"
Core Values
Customer Obsession
Fast, Flexible and First Mover
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3. Innovation and Creativity
Networking and Partnership
Openness and Learning
Technological Advantage
We have introduced the superior 16 * 4 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-valve engine to create optimum engine delivery. This
means every Maruti Suzuki owner gets the ideal combination of power and
performance from his car.
Our other innovation has been the introduction of Electronic Power Steering
(EPS) in select models. This results in better and greater maneuverability. In other
words, our cars have become even more pleasurable to drive.
Production/R & D
Spread over a sprawling 297 acres with 3 fully-integrated production
facilities, the Maruti Udyog Plant has already rolled out over 6.3 million vehicles. In
fact, on an average, two vehicles roll out of the factory every minute. And it takes
on an average, just 14 hours to make a car. More importantly, with an incredible
range of 11 models available in 50 variants, there's a Maruti Suzuki made here to fit
every car-buyer's budget, and dream. SMC and MUL have drawn up an investment
plan of Rs 9000 corer in India up to 2010.
Production Milestones
• 1st vehicle produced, December 1983
• 1,00,000 vehicles produced by August, 1986
• 5,00,000 vehicles produced by June, 1990
• 10,00,000 vehicles produced by March, 1994
• 15,00,000 vehicles produced by April, 1996
• 20,00,000 vehicles produced by October, 1997
• 25,00,000 vehicles produced by March, 1999
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4. • 30,00,000 vehicles produced by June, 2000
• 35,00,000 vehicles produced by December 2001
• 40,00,000 vehicles produced by April, 2003
• 45,00,000 vehicles produced by April, 2004
• 50,00,000 vehicles produced by April, 2005
Milestones
2005 The fiftieth lakh car rolls out in April, 2005
Growth in overall sales by 15.8%
2004 New (non A/C) variant of Alto
Alto becomes India's new best selling car
LPG variant of 'Omni Cargo'
Versa 5-seater, a new variant
Baleno LXi, a new variant
Maruti closed the financial year 2003-04 with an annual sale of
472122 units, the highest ever since the company began operations
20 years ago
2003 New Suzuki Grand Vitara XL-7
Redesigned and all-new Zen
New upgraded WagonR
Enters into partnership with State Bank of India
Production of 4 millionth vehicle. Listed on BSE and NSE after
a public issue oversubscribed 10 times
2002 WagonR Pride
Esteem Diesel. All other variants upgraded
Maruti Insurance. Two new subsidiaries started: Maruti
Insurance Distributor Services and Maruti Insurance Brokers
Limited
Alto Spin LXi, with electronic power steering
Special edition of Maruti 800, India’s first colour-coordinated
car
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5. Maruti True value in Mumbai
Maruti Finance in Mumbai with 10 finance companies
Suzuki Motor Corporation (SMC) increases its stake in Maruti
to 54.2 percent
2001 Zen LXi
Maruti True Value launched in Bangalore and Delhi
Maruti Versa, India’s first luxury MPV
Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad,
Bangalore and Chennai
Launch of versa
2000 First car company in India to launch a Call Center
New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research) launched
jointly with the Delhi government to promote safe driving habits
1999 Maruti 800 EX ( 796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL (796cc, MUV, high roof)
Baleno (1600cc, 3 Box Car)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi and
Chennai as social initiatives
1998 Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
1997 1998 Esteem (1299cc, 3 box car) LX, VX and AX
New Maruti 800 (796cc,hatchback Car) Standard and Deluxe
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6. Produced the 2 millionth vehicle since the commencement of
production
1996 Gypsy (E) (970cc, 4WD 8 seater)
Omni (E) (796cc, MUV, 8 seater)
Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car)AX
Launch of 24-hour emergency on-road vehicle service
1995 Esteem 1.3L (1298 cc, 3 box car)VX
With the launch of second plant, installed capacity reached
200,000 units
1994 Esteem1.3L (1298cc, 3 box car)LX
Produced the 1 millionth vehicle since the commencement of
production
1993 Zen(993cc, hatchback Car), which was later exported in Europe
and elsewhere as the Alto
1992 SMC increases its stake in Maruti to 50 percent
1991 Reaches cumulative indigenisation of 65 percent for all vehicles
produced
1990 Maruti 1,000(970cc, 3 box), India’s first contemporary sedan
1988 Installed capacity increased to 1,00,000 units
1987 Exported first lot of 500 cars to Hungary
1986 Maruti 800 (New Model-796cc, hatchback Car)
Produced 1,00,000 vehicles (cumulative production)
1985 Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)
1984 Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983 Maruti 800, a 796 cc hatchback, India’s first affordable car.
Production was started under JVA
1982 License and JV agreement signed between Maruti Udyog Ltd.
and SMC of Japan
1981 Maruti Udyog Ltd was incorporated under the provisions of the
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8. Awards
2005
Number one in JD Power SSI for the second consecutive year.
Number one in JD Power CSI for the sixth time in a row - the only car to
win.
it so many times.
M800, WagonR and Swift topped their segments in the TNS Total.
Customer Satisfaction Study.
Leadership in the JD Power Initial Quality Study - Alto number one in its
segment for the 2nd time in a row, Esteem number one in its segment for the
3rd year in a row, Swift number one in the premium compact segment.
WagonR and Esteem top their segments in the JD Power APEAL study
TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR) study (#1
in Auto sector)-Feb 05
Maruti bagged the "Manufacturer of the year" award from Autocar-CNBC
(2nd time in a row)-Feb 05
First Indian car manufacturer to reach 5 million vehicles sales
Business World ranks Maruti among top five most respected companies in
India-Oct 04
Maruti ranked among top ten (Rank7) greenest companies
in India by Business Today - Sep '04
2004
Maruti Suzuki was No. 1 in Customer satisfaction, No. 1 in Sales
Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in Product
Appeal (Esteem and Wagon R)
No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
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9. Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile company
Voted Manufacturer of the year by CNBC
Voted one of India's Greenest Companies by Business Today-AC Nielson
ORG-MARG
2003
Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10 automotive
brands in "Most Trusted Brand survey 2003"
J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study
2003.
MUL tops in J D Power CSI (2001) for 4th time in a row
2001
MUL tops in J D Power CSI (2001) for 2nd time in a row: another
international first
2000
Maruti bags JD Power CSI - 1st rank; unique achievement by market leader
anywhere in the world
1999
MSM launched as model workshop in India; achieves highest CSI rating.
Central Board of Excise & Customs awards Maruti with "Samman Patra",
for contribution to exchequer and being an ideal tax assessee
1998
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10. CII's Business Excellence Award
1996
Maruti wins INSSAN award for "Excellence in Suggestion Scheme"
Awarded the Star Trading House status by Ministry of Commerce
1994-95
Engineering Exports Promotion Council's award for export performance
1994
Best Canteen award among Haryana Industries as part of employee welfare
1992-93
Engineering Exports Promotion Council's award for export performance
1991-92
Engineering Exports Promotion Council's award for export performance
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12. ISO 9001:2000
At Maruti, our approach to quality is in keeping with the Japanese practice--"build it
into the product". Technicians themselves inspect the quality of work. Supervisors
educate and instruct technicians to continually improve productivity and quality.
The movement of quality indicators is reviewed in weekly meetings by the top
management.
In 2001, Maruti Udyog Ltd became one of the first automobile companies
anywhere in the world to get an ISO 9000:2000 certification. AV Belgium,
global auditors for International Organization for Standardization(ISO), certified
Maruti after a four day long audit, covering varied parameters like Customer
Focused organization, Leadership, Involvement of people, Process approach,
System approach to Management, Continual improvement, etc.
In May 1995, Maruti got ISO 9002 certification. The audit for this covered
quality assurance in production, installation, marketing and sales as well as after
sales services. We were also one of the first companies in the world to pioneer ISO
9000 certification for our dealers.
In October 1993, MUL passed the Conformity Of Production (COP)
Audit, which is based on a European
Union Directive. This authenticated our quality systems and testing
facilities for export to Europe.
The emphasis on total quality has meant that today it is in a position to
guide vendors and dealers in establishing and consolidating their individual quality
systems. This commitment to quality has ensured a consistently satisfying product
and world-class sales and after-sales services.
Employee Quality Measures
Kaizen is based on the concept of making incremental improvements in its
products. It incorporates a series of continuous small and simple improvements,
which aim at involving employees at all levels.
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13. The Suggestion Scheme is based on the same principle. Under this scheme,
employees are encouraged to make suggestions for improvement in any area of our
operation. Over 50,000 suggestions are received from employees every year.
Maruti has won the First place in "Excellence in Suggestion Scheme
Contest 2003", which is the 6th consecutive award won in as many years. This
contest is organized by Indian National Suggestion Schemes Association (INSSAN).
Since 1998 Maruti has won this award 10 times."Quality Circles" are groups of five
to eight members from a particular work area who work as a team to identify
priorities and solve work related problems in the area.
It believe that it is this unwavering commitment to quality that will lead to
the further growth of the organization as competition increases
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14. WHAT’S NEW
Maruti Leads March with Stellar Performance
Your favourite car company, Maruti Udyog Limited has closed the financial
year 2005-06 with an annual sale of 6,72,122 units, the highest ever since the
company began operations 20 years ago. This annual sale figure includes exports of
71175 units, the highest ever since Maruti began exporting cars in 1988, a growth
of 59% over 2004-05. Maruti's annual sale in 2005-06 represents a growth of 30 per
cent over 2004-05. During March 2006, the company sold 52700 units, including
8282 exports. This is the highest ever sale in the domestic market in a month by
Maruti. This is also the highest ever export in a month by the company.
The record sale performance was a fitting end to an eventful year during
which the company's Public Issue was oversubscribed 10 times and became a
landmark for the Indian stock markets and the Government's Divestment
programme.
During the year, Maruti earned further customer appreciation, being ranked
FIRST in J D Power Customer Satisfaction Survey for a record fourth year in a
row.
The company's WagonR, Zen and Esteem models topped their categories in
the J D Power Initial Quality Study 2005. Quality improvements along the chain,
notably by the company's component suppliers, contributed to this achievement.
Besides, WagonR was ranked FIRST in its category in Total Customer
Satisfaction Survey conducted by NFO Automotive.
The year also saw Maruti make major strides towards its goal of becoming
Suzuki Motor Corporation's R and D hub for Asia outside Japan. It introduced
upgraded versions of WagonR and Zen, the latter completely designed and styled
inhouse.
India's most popular car, Maruti 800, strengthened its leadership with a 17
per cent growth even as Maruti's partnership with State Bank of India and its
Associate Banks enabled it to reach car finance to smaller towns and cities across
the country.
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15. During the year, Maruti consolidated its leadership in the A 2 (premium
compact) segment, with Alto growing by over 130 per cent and finishing as the
country's fastest growing A2 Segment model for the year.
With the launch of Grand Vitara XL-7 during the year, Maruti marked its
entry into the top-end Luxury SUV segment of the Indian car market.
The record sales performance was ably supported by Maruti's dealerships.
During the year, the company ended its relationship with several non-performing
dealerships and enhanced it with the good performers. The new car sales network
grew from 243 outlets to 280, with coverage expanding from 160 cities to 182.
The dealerships also participated in the expansion of Maruti's new
businesses, including Maruti Insurance, Maruti Finance, Maruti True Value (Pre
Owned cars) and N2N (Corporate Lease and Fleet Management Services). These
services made Maruti vehicles even more attractive for customers.
“Maruti's service network, known for its size and quality, expanded to a
landmark 1000 cities and towns during the year”.
The Maruti-managed Institute of Driving Training and Research in Delhi
made major contribution to safe drivinq which was widely recoqnised. notably by
the Hon'ble Delhi High Court.
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16. MARUTI PRODUCTS
Maruti Vitara
The Grand Vitara is
handsome and a very capable off-
road vehicle, it is above average at
this end of the market with good
quality fabrics and plastics. It is
equipped with an ergonomic
dashboard and is superbly backlit
with great heating controls. The car has excellent headroom and rear legroom.
However, front passenger foot well has limited legroom. The headrests are difficult
to adjust, especially to get them at the correct height for our heads or necks. It is
also difficult to adjust driver’s seat with the door shut. Don't get me wrong the
Suzuki Grand Vitara has true off road performance, car-like ease to drive and is
excellent value for money. It would go where many a so-called four-wheel drive
would falter without lacking comfort or refinement. The Grand Vitara comes with a
security conscious integrated radio single slot CD player, which is capable and very
easy to use. This machine is a joy to drive and an excellent alternative to the family
car.
Maruti Wagon R
The 1061cc MPFI low
friction engine delivers an
awesome 64bhp@6200rpm power
for smoother pick-up and faster
acceleration than other car engines
in this category.
A 16 bit on-board computer
with diagnostic capability monitors engine performance continuously. It checks the
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17. condition of the engine as soon as you turn it on and monitors the air-fuel ratio for
optimum fuel efficiency.
The 4 valves per cylinder engine configuration gives better fuel economy
than other cars. As per Autocar (May'04) WagonR gives a mileage of 14.15 kmpl as
against 13.3 kmpl by Santro Xing. This has been made possible due to the superior
WagonR engine.
Dual Distributor-less Digital Ignition (DDLI) means an instant, hassle-free
start every time and more efficient power distribution. A flat torque curve ensures
quick pick-up at higher gears and lower rpm. You won't need to change the gears
often. Its not just performance, WagonR also has numerous innovative features.
accordingly, including a new engine. Wagon R is Japan’s top selling model, and it is
to be seen if it’s success can be emulated in India.
Maruti Alto
The hottest little thing is really
a hot cake among the car lovers. Just
get inside and try this cool car. You
will definitely fall in love with it.
Finally your fantasy compact car is
now a reality.
It's unique features make it
distinct from the other cars. The
electronic tachometer helps improve unmatched fuel efficiency. It is also equipped
with a remote controlled fuel lid and trunk opener. A digital trip meter indicated the
miles you have enjoyed riding on this cool car.
It is a highly safe car to drive on Indian roads. High tensile steel side door beams
guard against front, rear and side collision impact. It has room for almost everything
making it a real family car. Put all you want into a low roomy luggage
compartment. It also has more boot space than other cars.
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18. Its seductive lines and stylish curves complement the muscular look. Two pressed
lines on either side give it a distinct character and an unique halogen head lamp
make it a beauty. The cool interiors of the car include a powerful AC, which is ideal
for India's climate.
Maruti Esteem
Looked at against other cars in the
Indian market in the mid-size segment, the
Esteem seems a bit ordinary. For one, it
definitely needs a new look as it is the replica
of the earlier Maruti 1000 introduced in the
mid-eighties. The Maruti 1000 was
withdrawn as it was an extremely
underpowered vehicle, and no one can deny that the Esteem has a great engine
under its hood.
The fact remains, though, that the design has been around for close to two
decades and a new look could do wonders for the car. This is because the Esteem's
main asset is its engine, which leaves no doubt in anyone's mind that the Japanese
make the best petrol motors on this planet. The all-aluminium engine with its
hollow camshaft, which cuts down rotational inertia, is extremely light and
responsive.
The Esteem typifies Suzuki's expertise in using the four-valve-per cylinder,
multi-point fuel-injection combination to create a power machine. The mid-size
Esteem can reach 100 kmph speed from standstill in just 11.4 seconds — quicker
than the Lancer and the Astra.
The power-to-weight ratio of the Esteem is also the most favourable for a
mid-size car. The power steering in the variants is quick and direct with a certain
degree of feel. This is a boon in tight city driving conditions. The gearbox is slick
and shifting a real joy.
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19. The Esteem is available in a large number of variants. New Euro 2 variants
of the Esteem LX, VX and AX are the biggest attraction now. As for the diesel
variants there is the Esteem Di and the base Esteem D version. Then there is the
Esteem Vxi and the Esteem LX Euro 1 version.
The Euro 2 versions are a definite upgrade on the earlier versions as they
come with 85 bhp against the earlier weaker 57 bhp variants. Among the two diesel
variants, the Di is the top-of-the-line version with power steering, windows, rear
defogger and halogen lamps, to name a few features.
The Vxi version and the Euro 2, VX and AX come well equipped with
power steering and power everything. But the VXI version is a step ahead as it has a
rear defogger, a laminated windshield and a number of extra add-on features such as
protective mouldings on the side.
Maruti Baleno
The Baleno has the looks and feel
of a winner. This was Maruti Udyog's first
D-segment car launched in India to
compete with the Mitsubishi Lancer and
the Honda City. This is also Suzuki's
biggest passenger car and in Japan and
other markets. The Baleno is called the Cultus in Japan.
The Baleno is probably the best-equipped car in the market today. It is
available in two variants — one the base version and the top-end Baleno Altura.
Both are identical in almost every aspect except that the Altura version is bigger and
heavier and is equipped with some standout features like grip assist, which is there
both in the front and the rear, electrically operated A/C louvre switches, a rear
windshield wiper and washer, roof rails, foot rest and luggage hooks.
Other features present in both the models include a rear defogger, third brake
light, trunk lighting, rear safety belts and the very useful 'key-not-removed buzzer.'
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20. By any standards, the car is very spacious and here at last is one car that provides
ample legroom for the rear passengers.
The Baleno's 1.6-litre engine with 16 valves, multi-point-fuel-injection, a
hollow camshaft and distributor-less electronic ignition is a gem. It is a SOHC unit
where all four valves are operated via rockers driven by a single camshaft. It gives
94bhp at 6,000 rpm and a torque of 13.4kgm at 3,000rpm. The spirit of the car is
bottled in a highly responsive and fuel-efficient 1590cc SOHC engine.
The Baleno is identical to the Honda City in length and width though it is
smaller than the Lancer and the Astra. The Baleno's rectangular, meshed grille
stands out from the bodywork with its chrome border. The bonnet flows smoothly
around the grille area and blends into the bumper.
The Baleno is suspended on a fully-independent set-up, with MacPherson
struts, both front and rear. An anti-roll bar is standard in the front. The suspension is
mounted on a sub-frame, which reduces noise, vibration and harshness levels.
The Baleno reaches 0-100 kmph in 11.13 seconds and a top speed of 180
kmph and gives a mileage of 11.1 kmpl in towns and 15.9 kmpl on highways. The
Baleno is Maruti's first upper-end model to compete with the Opel Astra, the
Mitsubishi Lancer and the Honda City. The Baleno is Suzuki's biggest and most
important passenger car.
Maruti 800
The Maruti 800 is the largest-selling car in India — and with good reason.
This car offers the best value for money
among all Indian cars — combining ease of
driving, good fuel economy and reliability.
Historically, it has the blessings of
the government behind it also. But the car's
low-cost structure remains unmatched. No manufacturer today, maybe not even
Maruti Udyog itself, would be able to make a car like the 800 today, at the same
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21. price. Hence, the cost advantage of the indomitable 800 is the reason behind its
phenomenal success.
The Maruti 800, which enabled millions of urban middle-class families to
become first-generation owners of a four-wheeler because of its affordable price,
has seen several improvements over the years — the main reason why it has stuck
around for so long.
The latest improvement in the Maruti 800 is the introduction of a multi-
point fuel-injection (MPFI) system to meet new emission norms. The MPFI system
is complemented by a four-valve per-cylinder head and five-speed gearbox giving it
a level of performance very few cars in this segment can match. It is also the most
manoeuvrable car around. It's compact, nimble and the easiest thing to drive in
urban surroundings. Parking is also not a problem for this baby.
For those wanting to save on fuel the Maruti 800 is the answer. The increased power
hasn't changed its fuel efficiency. It gives a highway run of 21.9 kmpl, while in the
city it gives 13.9 kmpl.
Maruti Gypsy
The Maruti Gypsy is India's
version of the Suzuki Jimny, which was at
one time one of the best-selling four-
wheel drives in the world. The Gypsy can
go nearly anywhere, though is not as solid
a workhorse as the Mahindra Jeeps.
But considering its size and
weight, it is tough and can take a lot of battering. As a personal four-wheel-drive
car, it does well as it is refined, better finished and is much easier to drive than any
Jeep. And it is also extremely reliable and, to a large extent, trouble-free.
In India it is available in two Euro 2 variants — the HT and the ST version.
The HT version has features like fabric upholstery and a fibre reinforced plastic top,
while the ST version has a foldable windscreen and a removable canvas top.
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22. Apart from this the two are nearly the same as they both give 80 bhp power
@ 6000 rpm and come with a 1300cc engine pulled by a torque of 103 Nm @ 4500
rpm.
Maruti Omni
The Maruti Omni Van is
basically a Japanese commercial van that
has been converted with some
modifications into a passenger vehicle.
This is basically an underpowered
vehicle mainly due to its excessive
weight.
It is heavier than a car because its body is not aerodynamic. Also due to its
high stance it appears to be slightly unstable. In high-speed crosswinds, the Omni
becomes unstable and shaky because its wheels are small and the centre of gravity
high.
The Omni also has a tendency to pitch and bounce on an uneven terrain. The
ride quality is also not up to regular standards due to the suspension, which appears
to be of leaf spring lineage. However, manoeuvrability is very good for a car of
such dimensions and is far superior to that of the 800. Its turning cycle, too, is better
than the 800s.
In terms of space efficiency, the Omni beats the higher-priced breed of
small cars. The vehicle can accommodate five passengers and stack their luggage
easily. The rear sides offer greater comfort with plenty of legroom and door-to-door
carpets. The sliding doors help in easy entry and exit when in a crowded parking
lot.
Maruti Versa
If you are looking out for a station wagon
that you can drive to work and also take out your
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23. family and friends for a picnic, you can safely reach out for the Maruti Versa, a
mini-van with the looks of a car.
The Maruti Versa, unlike the Omni, has a fairly well-defined snout with a
three -groove grille. The bonnet, the headlights, the black chin spoiler and the
bumper with a huge air-intake capacity give it a sporty look. It is an incredibly light
car. Decked in a conventional van layout, the Versa's engine is located under the
front seats.
Its bonnet houses the radiator and electric fan as well as the AC condenser
and reservoirs for the coolant, washer fluid and brake fluid. The Versa uses disc
brakes for the front and also has a pressure-regulating valve.
The side panels are tastefully delineated with snazzy graphics, which extend
from the tail lamp to the front door. The car employs the proven and ultra reliable
1298cc four-cylinder SOHC of the Esteem. Maruti engineers have taken special
care to reduce noise, vibrations and harshness levels to acceptable limits. They have
also made appreciable efforts to improve safety features in the car, and the
monocque construction provides a rigid safety cell with side impact bars to protect
against frontal impacts. Firm suspension settings ensure comfort and control.
The Versa's interiors have a familiar Maruti ring. The interiors are tastefully
done with brushed aluminium look, though a substantial borrowing has been made
from the Maruti family parts bin to bring down costs. With a similar dashboard,
steering wheel and instrument panel, there is very little difference between a Versa,
the Alto or a WagonR. But the new SDX version of the Versa has a leather-
wrapped steering wheel and metallic finished dashboard.
The SDX version is a seven-seater, while the base Versa DX and the middle
variant DX2 is an eight-seater. One can slide and recline the front row seats to
adjust space between the first and middle rows. The SDX and DX2 versions of the
Versa are equipped with twin air conditioners — one in front and one at the rear.
The rear AC has independent controls and overhead ducts.
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24. The Versa is probably among the safest cars to drive. Safety features include
side-impact absorbing beams, front-impact beams and a steel pipe frame in the rear
seat. Height adjustable head restraints, brake boosters and a collapsible steering
column are the other safety features.
The Versa boasts of a powerful 16-valve, 1298cc engine generating 82 bhp
at 6000 rpm, and controlled by a 16-bit engine management system. The car also
possesses higher power to weight ratio not present in any other MUV. The Versa
can reach 100 kmph from standstill position in just 13.5 seconds.
Maruti Zen
The Zen is based on the 1991
Suzuki Cervo Mode, a Japanese-market-
only model. The Maruti Zen was the first
car by Maruti designed for the worldwide
market, with India being the only
production hub. The car's design and
specifications are contemporary with
world standards.
In essence, the Zen, (sold as Suzuki Alto abroad) which looks like an
extremely well-fed Maruti 800, drives like a dream. It offers more than adequate
performance and is delightful to handle.
The Zen was also the first Indian car to win accolades abroad, being voted
the best car in its category in Belgium and the Netherlands in 1997 in addition to
being the top car in the UK in terms of operating costs in the same year.
Zen was the first car to have all-aluminium engine, electronic distributor
pump, electric fuel pump in the fuel tank, suction resonator and a dash panel of
sandwich construction. Starting from the 993cc engine, developing 50bhp in
carburetted form and 58.5bhp in fuel-injected form, most of the power of the Zen
comes in at the higher reaches of the power band.
24
25. The five-speed ultra-slick gearbox in the Zen continues to be one of best
boxes in an Indian car. A collapsible steering column is another safety feature
present in all the variants of the car. The Zen is available in four variants — the LX,
VX, VXi and D. A deluxe model has also just been launched; it boasts of central
wood finish console and suede leather upholstery.
Accessories in the car include, music system, sun visors on both sides, front
and rear assist grip, fabric upholstery, power window and power steering is
available in the VX and Vxi variants.
Safety features in all the variants include: energy absorbing collapsible
steering column, side-impact door beams in front and rear, child-proof locks on rear
doors, rear windshield wiper and washer, central locking and protective mouldings
on side.
25
26. Maruti Swift
Maruti Udyog, flush with bookings for the
new Swift, will ramp up its production from
200 to 250-260 units per day, starting 19
June. The plant will be shut for a week prior
to that for annual maintenance work.
Launched on May 25 in New Delhi, the Swift has also been launched in
several other cities since then, including Mumbai, Ahmedabad, Hyderabad and
Chennai. With an estimated 20,000 bookings, the car is booked for the coming three
months or so. Meanwhile, the company has already announced an increase in prices
for the car, marking the end of 'introductory pricing' which Maruti's MD, Jagdish
Khattar had alluded to at the launch. As a result, all bookings effective 9 June will
be made at the new retail tags. While the base model LXi's price has been increased
by Rs 8,000, those of the VXi and ZXi have been raised by Rs 10,000 each. Maruti
has said the prices are for fresh bookings and will not impact the estimated 20,000
bookings already received.
The increases in retail price tags, barely two weeks after the launch, will
bring the Swift's price closer to that of its closest competitor, the Hyundai Getz,
prices of which start at around Rs 4.5 lakh. Sources said that while Maruti had
indicated that prices would change, the timing has come as a bit of a surprise, as one
would have expected the introductory pricing to be in force for at least a month.
According to other sources, Maruti had not expected so many bookings, and the
company wouldn't mind the little extra breathing space if some potential customers
cancelled their bookings.
Maruti's sales in the first two months of this fiscal have been down by about
four percent, at an estimated 80,476 units as against 84,050 units in the year-earlier
period. Exports have also fallen by 61 percent in this period. The company's volume
in the domestic A2 segment grew by 23 percent which is inclusive of 2,981 units of
26
27. the Swift, dispatched during May 2005. In the A3 segment, Maruti's sales grew 48
percent during the month compared to sales in the year-earlier period.
The company has laid the foundation stone of its new plant at Manesar. The
new plant will involve an investment of over Rs 3,200 crore, of which Rs 1,500
crore will be spent to build a new car assembly plant and Rs 1,748 crore for a diesel
engine manufacturing facility for local consumption and exports.
Maruti 800 Days Are Numbered If…………….
1. The used or second-hand car market in India is
likely to become more organized in future. The
car dealers will themselves deal with used cars.
It is expected that a used second hand Indica,
Santo, Astra or Cielo will be priced close to a
new Maruti 800. This could put a question mark
on the prevalent assumption that a large number
of current two-wheeler users in India will graduate to a Maruti 800 in future
with higher incomes.
2. An analysis of the world car market shows that no car company in the world,
with the expectation of the Japanese, has a car in its range, which is directly
comparable to the Maruti 800. Contrary to popular belief, the Ford Fiesta, Opel
Corsa and the VW Golf would compete with Maruti Esteem or Maruti Zen, and
not with Maruti 800. All these cars, though small by Western standards, are
high-power cars which would be priced in India in the luxury range. Given that
only 30% of the market is estimated for cars above 1000cc and with so many
companies already in the Indian market, the industry seems to be heading for a
shake out. The firms that would be able to design and properly implement sound
marketing strategies are likely to be the winners.
3. The easy financing schemes are also posing threat to the Maruti because
customers can directly graduate to SEGMENT B without having first time
purchase at Maruti 800. Since car purchase is India is a one time decision and
27
28. people will prefer to have one investment that will differ not very highly for
better features.
4. Diesel engine cars are also posing a big threat due to their fuel cost differential
since in India people do give a lot of emphasis on fuel efficiency and price do
play an important role in this category. Huge success of INDICA in the sub
urban and rural areas is just an Indicator of the future so Maruti 800 beware
India is slipping out of your hands.
28
29. Research Methodology
The type decision and specification of a work or taste is as important as its
target and achievement.
The study of aimed to provide the comparative account regarding the Total
models of Maruti cars in the market. I found out the position and condition of
selected models and various things. For this project survey, I made the questionnaire
and collected data from the journals, internet, and magazines.
OBJECTIVE OF THE STUDY
• To know the current and future standing of the Maruti Udyog Ltd.
• To know the visions and values of the company.
• To calculate the market of different brands of Maruti.
• To find out the main factor affecting the buying behavior or buying decision
of the consumers.
• To know the effectiveness of advertisement of Maruti cars in buying
decision of the customer.
• To know the position and segments in which the whole market is divided.
• To know the level of consumer satisfaction and the factors affects it.
• To know the level of service quality for maruti service center.
Research:
Research can also be defined as scientific and systematic search to time
information for specific topic.
Problem Identification:
Define the problem chosen for investigation such as-:
(a) Analysis of after sales- services
(b) Analysis the level of customer – satisfaction.
(c) Market share of different brands etc.
29
30. Research design
“Research design is the basic framework which provides guidelines for data
collection and data analysis” the researcher especially pin point that to carryout
research properly.
1) How the data would be collected.
2) Which instrument for data collection would be used?
3) What sampling plan would be used?
The data collection methods are basically of these types- observation,
experimentation and survey. I used the survey method of data collection because in
the Market Research method I can gather a wide range of valuable information on
over behavior of consumer for product.
Sources of information: through Primary & secondary Data.
Primary data: Primary data is that which data collect in new by primary sources.
• Questionnaire
I used the survey method frank questionnaire with general face-to-face
interaction of consumers.
Secondary data: these data already exist in the companies magazines.
I collect the secondary data from:-
• Magazines
• Journals
30
31. • Internet
• Annual Reports
Sample size: Sampling plan is to decide the population for study. My total sampling
for research is 100 for different areas of Agra.
Customer Satisfaction
The Quality Advantage
Maruti Suzuki owners experience fewer problems with their vehicles than
any other car manufacturer in India (J.D. Power IQS Study 2005). The M800 was
chosen No.1 in the premium compact car segment and the Esteem and Swift in the
entry level mid - size car segment across 9 parameters.
The J.D. Power APEAL Study 2005 proclaimed the Wagon R no. 1 in the
premium compact car segment and the Esteem No.1 in the entry level mid - size car
segment. This study measures owner in terms of design, content, layout and
performance of vehicles across 8 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 personnel to guide our
customers in finding the right car. Our high sales and customer care standards led us
to achieve the No.1 nameplate in the J.D. Power SSI Study 2005.
Quality Service across 1036 Cities
In the J.D. Power CSI Study 2005, Maruti Suzuki scored the highest across
all 7 parameters: least problems experienced with vehicle serviced, highest service
quality, best in-service experience, best service delivery, best service advisor
experience, most user-friendly service and best service initiation experience.
92% of Maruti Suzuki owners feel that work gets done right the first time
during service. The J.D. Power CSI study 2005 also reveals that 97% of Maruti
31
32. Suzuki owners would probably recommend the same make of vehicle, while 90%
owners would probably repurchase the same make of vehicle.
One Stop Shop
At Maruti Suzuki, you will find all your car related needs met under one
roof. Whether it is easy finance, insurance, fleet management services, exchange-
Maruti Suzuki is set to provide a single-window solution for all your car related
needs.
The Low Cost Maintenance Advantage
The acquisition cost is unfortunately not the only cost you 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 the case of a Maruit Suzuki. It is in the economy segment that the
affordability of spares is most competitive, and it is here where Maruti Suzuki
shines.
Lowest Cost of Ownership
The highest satisfaction ratings with regard to cost of ownership among all
models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800, Alto
and Omni.
We are proud to have the lowest cost of operation/km (among petrol vehicles) - the
top 6 models are all Maruti Suzuki models: Maruti 800, Alto, Swift ,Zen, Omni and
Wagon R.
32
33. Marketing Research
Marketing managers often commission formal marketing studies of specific
problems & opportunities. They may request a market survey a product preference
that a sales forecast by region or an advertising evaluation.
Marketing research is the systematic design, collection analysis and
reporting of data and findings relevant to a specific marketing situation facing
company.
Marketing research as a systematic gathering recording and analyzing of
data about problems relating to marketing of goods and service.
Generally, in India, accuracy and reliability is lacking in most marketing
research investigation. Let us take the example of advertising media like newspaper,
TV. Etc., giving advertisements. Without a clear methodology and objectives
(research design), the researcher cannot adopt a particular track for conducting
research.Zaltman & Burger (1975) define marketing research as the field which
involves the diagnosis of information needs and the selection of relevant interrelated
variables about which valid and reliable information is gathered, recorded and
analyzed.
1. As an economic resource
2. As a system of authority
3. As an activity of marketing management
4. As team effort
5. As an art or science
6. As a profession
7. As an interdisciplinary
A wide range of research activities is covered by the mktg. Research. For
our convenience, we can put these activities in to seven categories viz.
1. Product and service research.
2. Market research.
33
34. 3. Promotion research
4. Distribution research
5. Pricing research
6. Corporate responsibilities research
7. Miscellaneous research
Business executives are becoming increasingly dependent upon marketing
research. The increasing importance of marketing research is based on the following
three trends: -
1. Shift from the local to national and international market.
2. Transition from consumer needs to consumer wants.
3. Shift from price competition to non-price competition.
34
35. MARKET SEGMENTATION
The Indian automobile market is still in its evolutionary or early growth
stage. Therefore, no fixed or widely accepted method of segmenting the market has
evolved as yet. Segmentation has mostly been done on product types or price
ranges. There has hardly been any kind of segmentation on psychographic or
behavioral parameters as seen in developed car markets. The segmentation provided
in this paper is based on an understanding of the current state of the industry. These
segments are quite different from the segments known in the US, European or
Japanese markets. The following segments based on price and type of car has been
identified:
Segment A:
Economy segment, comprising cars priced less than RS 250,000 and in this
category Maruti 800, Maruti Omni and Alto are major players with Maruti 800 as
undisputed market leader.
Segment B:
Mid-size segment, comprising cars in the RS 250,000 and Rs. 450,000 price
bracket, e.g., Maruti Zen, Maruti Alto, Swift, Tata Indica, Matiz, Hyundai
Santro and Fiat Palio are major players.
Segment C:
Premium segment, comprising cars priced at higher than Rs. 450,000-
1,000,000 e.g., Maruti Esteem, Tata Sierra, Peugeot 309, Opel Astra, Cielo,
Ford Escort, Mitsubishi Lancer.
Segment D:
Luxury segment, comprising cars priced at higher than RS. 10,00,000
e.g., Mercedes-Benz, BMW, and Audi.
35
36. POSITIONING
Since the Indian car market is in a state of flux, the positioning of most
companies in the consumer's mind appears to be confused. However, the companies
have developed image-based positioning strategies for their brands.
Some of them are
• Maruti: Small Complete Car with Value for money concept.
• General Motors Opel (GM) – German engineering
• Daewoo - Family car
• Honda - superior engine performance.
• Peugeot - sound-free diesel engine
• Ford - smooth drive
• Indica - more car per car
SUPPLIER
There are about 6,350 small and large component manufacturers in India, out of
which about 350 are in the organized sector and are registered with the Automotive
Components Manufacturers Association. There is a sizeable replacement market for
parts and components, but this market is heavily dominated by manufacturers who
sell unbranded products at very low prices.
ADVERTISING & COMMUNICATION
Advertising in the Indian passenger car industry hardly existed till the onset
of competition. Today however, the industry is one of the highest spenders on
advertising among consumer durables. Advertising has been concentrated to the
print media. The company also recognizes that effective PR exercises would be a
critical component of its marketing efforts in future. Recognizing this now
companies are focusing on lot of competitive advertising in which the features
essential or new value adds are compared extensively. Maruti is on its drive for the
big time LEADERSHIP FACT advertisement campaign working on ten core
strengths of Maruti. This campaign has been extensively launched through out India
with Print Media.
36
37. VISION AND VALUES
VISION
“The leader in the Indian Automobile Industry, creating customer
delight and shareholders’ wealth; A pride of India.”
VALUES
• CUSTOMER OBSESSION
• FAST, FLEXIBLE & FAST MOVER
• INNOVATION AND CREATIVITY
• NETWORKING AND PARTNERSHIP
• OPENNESS AND LEARNING
HR VISION
Lead and Facilitate continuous change towards organizational excellence;
create a learning and vibrant organization with high sense of pride amongst its
members.
CULTURE BUILDING INITIATIVES SINCE INCEPTION
Japanese Management philosophy of Team Spirit
• Common uniform
• Open office
• Common Canteen
• Open Office – Easy accessibility, Speedy
• Communication and decision making
• Morning Meetings
• Morning Exercises
TRAINING & DEVELOPMENT
• Annual Training Plan - All Levels
37
38. • Topics selected based on Vision, Values & Departmental Feedback of
Company-wide Managers
• Technical Training on latest Technologies abroad at SMC, Japan
Maruti Dealer Network
Maruti dealer network is one of its
greatest strengths and it score over many
manufacturers due to this strength only.
It also form part of its communication
strategy by giving advertisement related
it its service centre coverage. “Maruti
service station Hai Kya” This network
give it a give advantage over companies
like FIAT that are ailing from poor
service centre coverage and has to bear
huge losses due to lost sales. The
company has set up a committee of directors to negotiate with the 375-odd vendors
on a regular basis in order to reduce costs and improve productivity, both within and
outside the company. The latest Leadership Fact campaign launched by the
Maruti as part of promotion strategy (copies attached at the end of report) is also
laying a lot of stress upon the service dependability of Maruti supply chain and its
service network.
38
40. MARUTI AUTHORIZED SERVICE STATIONS
(MASS)
• A. NICOBAR
• ANDHRA
PRADESH
• ARUNACHAL • JHARKHAND
PRADESH • KARNATAKA
• ASSAM • KERALA
• BHUTAN • MADHYA
• BIHAR PRADESH
• CHANDIGARH • MAHARASHT
• CHATTISGAR RA
H • MIZORAM
• DADRA & • MEGHALAYA
NAGAR • NAGALAND
HAVELI • ORISSA
• DELHI • PUNJAB
• GOA • RAJASTHAN
• GUJRAT • TAMIL NADU
• HARYANA • UTTAR
• HIMACHAL PRADESH
PRADESH o NOIDA
• JAMMU &
KASHMIR CITY MOTORS
C-2 SECTOR 63
AUTO POINT
C-107 SECTOR-2
NODIA CAR SCAN
A-58 SECTOR -16
40
41. Better Service Quality
Your Maruti is an automotive marvel and the pride
of millions of owners. Every component is specially
designed to deliver unmatched Performance, safety
& Comfort. Be it Maruti Genuine Parts or any part.
But no part, no matter how stringently engineered,
is designed to last forever. So should the need for
replacement ever arise, beware of spurious spares.
These cheap imitations lead to expensive
consequences, both to previous lives and machine.
Frequently burden your pocket with sleep fuel and
maintenance bills. Reduce your prized possession to
a piece of junk. You bought stallion. Why get
saddled with a mule?
You are guaranteed outstanding performance with
Maruti Genuine Parts. Performance that comes from
genuine parts, made to the standards of the originals
fitted in every new Maruti. These are authenticated
by Suzuki Motor Corporation & Maruti Udyog Ltd.
Moreover, MPFI vehicles which give you better
performance require even better care, especially in
terms of usage of Maruti Genuine Parts.
There are two type of service process
1. Directly
2. External
41
42. Post service follow up process
After 3 days After 6 days handle by Till 60 days the
information given by customer care information given to
service adviser executive the customer
If Satisfied, thank you
letter is to be send Dissatisfied register
handle by c.c.m follow
up pick up or on spot
repairing
Customer docket file
*Customer complaint
*Vehicle history
*Job card copy
*Letter communication
*Customer complaint report
*Satisfaction note
42
47. Format-3
CUSTOMER SATISFACTION CARD PROCESS
Thank You for getting your car servicedat out
workshop. We would lie to know how
we performed. Please spare a few
moments to give us your valuable
feedback on the following as it will help
us in improving our services.
Please put a tick mark(√ ) in the appropriate box.
Excellent
Good
Average
Unaccept
able
1. Delivery of vehicle on time.
2. Availability of spare part for the service.
3. How much time is taken to repair the vehicle by
our.
4. Behaviors of staff during servicing of vehicle.
5. Ability of staff to understand problem with vehicle.
6. Work done at delivery and details of expenses.
7. Getup of vehicle and its clearness
8. Mode of payment.
9. All the necessary repairs done.
10. What kind of feedback is asked form u after service.
11. Facility of service and maintenance.
12. After service whether the information has been
collected form you.
13. What did they informed you after service.
14. Rule of service change.
47
48. 15. Please described the whole mode of the service
center work.
As per your satisfaction would you like to suggest any
one about our workshop for the service. Yes
No Maybe Never
48
50. 120
100
80
60
40
20
0
Maruti General Honda Ford Tata
Motor
In customer satisfaction Maruti Udyog Ltd. is No. 1
from last 7 yrs. Their current customer
satisfaction index is 96.4%. they were
trying hard to raise customer satisfaction
index up to 100%.
50
51. SURVEY
One of the most common and widely used
primary data collection methods is survey. With use of
survey, we can gather a wide range of valuable
information on overt behavior of the consumer, viz,
attitudes motive, and opinions. The earlier two methods
(observation and experiment) are not capable to yield
such information. The primary data, using any of these
three above mentioned method can be collected from
any population comprised any type of respondent group
like customers, middlemen, competitors, salesmen,
company employees, etc.
Surveys are best suited for descriptive research.
Companies undertake survey to learn about the people’s
knowledge, belief, preferences, and satisfaction and to
measure there magnitudes in the general population.
51
52. MARUTI SWOT ANALYSIS
STRENGTH
• Early mover Advantage
• Established supply chains and dealer networks.
• Strong brand names
• Good reputation among customers
• Cost advantages from Economies of scale.
• Muscle power in government policies.
• Wider service network.
• Better service quality.
WEAKNESS
• Lack of in house R&D spending.
• Reactive in launching new models
• Cost advantage in Maruti 800 segment going
down.
• No presence in diesel engine segment which is
gives post purchase fuel economy.
• Disinvestment policy ambiguity is playing on
future strategies.
THREAT
• Shifts in consumer tastes away from the firm's products.
• Emergence of substitute new models by competitors.
• Disinvestment process getting slower and decreasing
efficiency.
52
53. • Maruti 800 sales going down which is star performer of
company till now.
• Government decreasing custom duties on second hand
and imported cars.
• Tata Indica and Hyundai getting hold in medium size
segment.
OPPORTUNITY
• New car can be launched.
• Battery Cars with low price.
• Disinvestment and Suzuki gaining full control.
• Diesel variants of new cars.
• Huge installed capacity can be used for exports
from India.
• Rural customers can be graduated from scooter
to entry level Maruti 800.
• Rising middle class income.
• Financing options
• Second hand car sales market
• Auto parts market
53
54. SCM STRATEGIES
SCM strategies:
It encompasses all processes from `Mother earth to
point of sale'. Seamless flow of material and
information is the key for supply chain. This helps in
reducing inventory which in turn leads to low costs and
increases flexibility, improving price-value offerings.
This resulted in reducing the indigenous inventory level
at MUL to 2.9 days in1998-99 from nine days in
1995-96.
Material handling and storage:
This is being effectively managed by using recyclable
packaging with plastic bins and metal trolleys. This has
done away the job of unpacking the supplies at the
factory unit. It also aids decentralized unloading near
the assembly line and uses gravity conveyors using no
electric power or manpower.
Extended enterprise:
MUL developed a long-term relationship with the
vendors by looking at them as extended enterprises. It
trusted its vendors to the extent of asking them to do
self-inspection of parts supplied by them and by not
going in for a second quality check at the factory point.
This has resulted in minimizing duplication of work
and thus avoiding performance of non-value adding
activities.
Vendor selection:
Much attention has been paid by MUL in the selection
of its vendors as most of them have been identified as
OEMs avoiding Tier-I category. This has led to an
effective percolation of all SCM practices across the
organisation.
Modularization:
54
55. This has been the key area of focus for MUL. It
encouraged proximity warehousing by locating most
vendors near by the factory unit at Gurgaon.
Modularization of vendors has helped MUL in
addressing the specific problems of a particular set of
vendors.
Material transportation:
This is the most tangible form of logistic cost and this
has been achieved by a milk-run system. This unique
method of pooling supplies of various vendors of one
area in a truck has resulted in a drastic cut in this cost.
MUL identified the vendors located in a particular area,
classified their production pattern and achieved
transportation of supplies from them at one go.
Delight customers:
By providing better price-value offering. This can be
achieved by re-engineering and re-configuring
processes that reduce costs. At Maruti, this has been
successfully achieved by adhering to kaizen principles
diligently.
E-solution:
The maker of the little car that marked the beginning of
a new revolution in the auto sector, this homegrown
system was extended to its sales and dealer network
through an email-based ordering system with about 250
outlets. For instance, if a dealer has to place an order,
he generates it in his own machine with all the
specifications (e.g. color, model etc) and sends it
through an email to Maruti. The system there
automatically checks the order, classifies it accordingly
and sends it to the respective database.
55
56. RECOMMENDATION
1. Baleno which has been ranked first should launch
some upper grade variants of this car because it is not
being widely endorsed by upper income group.
2. Esteem and Baleno should taken corrective
measures for technological up gradation, to improve
their performance such as- fuel efficiency, low
maintenance and quality standard up to customer
expectation.
3. Non personal tools have an impact in buying
criteria of the customer where luxury car market as
whole should take correct measure to improve their
advertisements so that they may seem nubile, bairy and
fun crazy to influence the decision process of buyers.
4. M800 and Omni are required to take some steps to
improve their looks.
5. Discount scheme has no effect in buying decision
in case of Alto and Esteem hence they should make
their discount scheme attractive survey and customer.
6. Maruti should broaden their sales services, network
and spare parts availability because it is prime criterion
of buying process.
7. Baleno although has been ranked no 1 car it as
luxury car, has unsuccessful to rated customer mind
and perception as far as lack of the car are concerned,
hence it should take measures to give its size and shape
new look.
56
57. LIMITATION OF THE STUDY
1. The educational & awareness level of the
respondents with respect to the questionnaires is
low. Hence they respond one question in
affirmative, but same interrelated question has
been responded in negative.
2. The sample – plan is too small to give the
research a wide coverage with reference to their
opinion.
3. Sample–plan is Noida specific. Hence it may
show imbalances of urban elite perceptions.
4. The respondent include those people who has
car (but not a specifically a luxury car) and
hence, their opinion could be based with the
lower income group.
5. The respondents are not interested to reveal
their income level. Causing a hurdle in finding
out the price as a buying decision.
57
58. FINDING & INTERPRETATION
1. When I surveyed the consumer, then I found
that people below 1,00,000 income group is
preferred 32.50% Maruti800, 3.84% Omni and
02.66% Maruti Zen. Esteem is not preferred by
the below income group.
2. 1,00,000-3,00,000 income group preferred
25.84% MZen, 40.52% WagonR and 11.52%
Alto. in the above 300000 income group
preferred 3.84%baleno, 50.84% Swift, 11.52%
WagonR and 7.68% MZen.
3. Newspaper are most affective advertisement
mode. The baleno got 26.88%, city 15.36%,
safari 11.52% and Siena 3.84%. In the TV
section, only city got 7.68%. in the magazine
effectiveness the baleno got 3.84%, city in nil,
safari 15.36% and siena 11.52%. only safari got
the 3.84 of the survey report mode of
advertisement.
4. In the rate of effectiveness of different sale
promotional activities, in the warranty section,
baleno has 11.52%, city 3.84%, safari 7.68%
and 3.84%. in price scheme section,
5. 68% baleno, 3.84%, city, 3.84%safari and
11.52% Siena. In guarantee section11.52 %
baleno, 7.68% city, 15.36 % safari and 3.84%
Siena. In discount scheme section safari and city
got the response. The percentage is 3.84% city,
3.84% safari.
6. The most satisfying after sale services is Maruti
baleno , after this safari than the city and Siena
58
59. 7. In the suggestion of other section, I found out
that the Maruti baleno take the lead to his
competitors.
8. On the basis of these finding we concluded that
the baleno got the first ranking among its
competitors. The reasons behind that the baleno
is the Maruti’s product, after sales services are
more satisfying, easy availability of spare parts,
price and looks.
9. The most satisfying better services quality
provided in Maruti service centers.
59
60. SUMMARY AND CONCLUSION
After analyzing the questionnaire and studying
the facts available in the magazines. I can conclude that
there is no controversy to tell that Maruti Udyog Ltd is
still the undisputed king in cars market to have a market
share of 55%. But the times are now coming,
consumers perceptions are also changing at a great
pace.
In the market share of 56% of Maruti, there is a
great contribution of Suzuki, when Maruti have no
strong competitor. But trends have changed now.
After coming of Honda and Tata, people have a
good choice due to changing needs and demands of
general people. They bring new concept in cars
regularly. It provides good quality in various aspects.
Age Factor: As being the oldest company Maruti have
56% market share in cars, but if we consider the age
factor we find that other companies improved their
position in four wheeler market.
Class : Maruti have a good market share in lower
income group. Because, the people of this income
group have no choice Maruti800, Maruti Zen, and Alto
are the popular brand in this segment. Because the four
wheeler is a success while the higher income group is
considers four wheeler is a necessary thing to these
people but it also maintain their nature.
60
61. The highest income group’s need is different.
Small cars are not a necessity to them. These people
prefer, generally costly, good things according to there
prestige.
After sales service:
We all know that the productive and
endorsements of the four wheeler is quite high, so it is
difficult to maintain their quality of after sale services
thus it becomes much more important for the company
to have a step head of its competitor by providing better
after sales services. This can help the company to
increase it sales and also to make a customers brand
loyalty.
In four wheeler market after sales services
works as a advertising tool.
61
63. BIBLIOGRAPHY
In order to prepare my research project report, I
have gone through these books & magazines:
• Philip Kotler : Marketing
Management
• Ramanuj Mazoomdar : Product Management
in India
• A&M
• News Papers
• Business Today.
• www.marutiindia.com
• www.marutisuzuki.com
• www.autocarindia.com
• www.marutiudyog.com
63
65. Q – 4:- Which features of four wheeler affected your
buying decision?
(A) LOOKS/STYLE [ ]
(B) MAINTENANCE/MILAGE [ ]
(C) PICKUP/POWER [ ]
(D) RE-SALE VALUE [
]
(E) PRICE [
]
(F) AFTER SALES SERVICE [
]
Q –5:- To which income group you belong?
(A) BELOW Rs. 1, 00,000 [ ]
(B) Rs. 1,00,000- 3,00,000 [ ]
(C) Rs. 3,00,000- 700,000 [ ]
(E) Rs. 700,000 - ABOVE [ ]
Q –6:- Are you satisfied with the price of your four
wheeler?
(A) YES [
]
(B) NO [
]
Q –7:- Are you satisfied with its performance?
(A) FULLY SATISFIED [
]
(B) PARTIALLY SATISFIED [
]
(C) UNSATISFIED [
]
65
66. Q –8:- Are you satisfied with its after sales services?
(A) YES [
]
(B) NO [
]
Q –9:- How will your rank your car features? Please
use the following rating scale.
(A) MILAGE [
]
(B) POWER/PICKUP [
]
(C) PERFORMANCE [
]
(D) LOOKS/STYLE [
]
(E) MONEY VALUE [
]
(F) GOOD WILL [
]
Q -10:- What major problems (Demerits) do you face
with your car?
(A) LOOKS/STYLE [
]
(B) HEADLIGHTS [
]
(C) HORN [
]
(D) SEAT [
]
66
67. (E) BREAKING [
]
(F) SUSPENSION [
]
Q –11:- Will you advice other to buy a particular brand
of four wheeler?
(A) YES [
]
(B) NO [
]
Q –12:- Are you willing to buy another brand four
wheeler?
(A) YES [
]
(B) NO [
]
Q –13:-Are you satisfied with its services quality?
(A) YES [
]
(B) NO [
]
Q –14:-Lastly, do you need any improvement in your
car? Please give your suggestion.
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