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MARKETING 
ASSIGNMENT ON 
MARUTI SUZUKI 
Submitted To: 
Prof. A.V. Shukla 
Submitted By: 
14IB308 : Akshay Kr. Ghosh 
14IB367: Vikash Kumar 
14IB340: Mohit Gehani 
14IB335: Lavi Varshney 
14IB302: Aadyant Vashishth 
14IB322: Dipti Soni 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 1
TABLE OF CONTENT: 
1. Introduction 
2. A brief History 
3. 4 P‟s of Marketing 
A. Product 
B. Price 
C. Place 
D. Promotion 
4. MSIL Strategy to differentiate itself from its competitors 
5. 5 C‟s of Marketing 
a. Customer 
b. Company 
c. Competitor 
d. Context 
e. Collaboration 
6. Executive Summary 
7. References 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 2
INTRODUCTION: 
Maruti Suzuki India Limited is a partial subsidiary of Suzuki Motor Corporation of Japan. It has 
been the leader of the Indian car market in the passenger car segment for over two decades 
accounting for over 50% of the market share. (Source: TOI) 
The company offers a wide range of cars across different segments. It offers 14 brands and over 
150 variants - Maruti 800, people movers, Omni and Eeco, international brands Alto, Alto-K10, 
A-star, WagonR, Swift, Ritz and Estilo, off-roader Gypsy, SUV Grand Vitara, sedans SX4, Swift 
DZire and Kizashi. MSIL had also introduced vehicles with CNG fitted engines under 
environmental friendly approach. These include Eeco, Alto, Estilo, Wagon R and Sx4. 
It was the first company in India to produce car and sell more than a million cars. It is largely 
credited for having brought in an automobile revolution to India. It is the market leader in India 
and on 17 September 2007, Maruti Udyog Limited was renamed Maruti Suzuki India Limited. 
The company's headquarters is located in New Delhi. 
A BRIEF HISTORY: 
In February 1981 Maruti Udyog Limited (MUL) was incorporated under the provisions of the 
Indian Companies Act, 1956. 
A license and Joint Venture Agreement was signed between Government of India and Suzuki 
Motor Company (now Suzuki Motor Corporation of Japan) in October 1982. It manufactured 
India's first affordable cars though the actual production commenced in 1983. On 14th 
December, 1983, first Maruti 800which was produced in gurgaon plant.. Late Mrs. Indira 
Gandhi, the then Prime Minister of India, handed over keys for this car to the first Maruti 
customer. By 1992 SMC had acquired a majority stake in MUL (increases to 54.2%). In 1990's 
when the economy was liberalized and foreign investment allowed into India, the auto 
component companies, set up and nurtured by Maruti Suzuki, became the foundation for global 
car companies as well. These new players in the Indian automobile segment found an 
accomplished and experienced auto component industry, which encouraged further foreign direct 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 3
investment into India. With the entry of foreign players into the automobile sector MUL was 
forced to become more competitive and aggressive in its marketing strategy in order to maintain 
its market share. By 2003 it got listed on the BSE and NSE. In 2007 the Board of Directors of the 
company gave approval to change the name MUL to Maruti Suzuki India Limited. In 2008 M- 
800 crossed the 25 lakh mark and MSIL celebrated its Silver Jubilee. By 2009 MSIL‟s Capacity 
to manufacture expanded from 800,000 to a million units (Gurgaon plus Manesar plants) 
annually. 
4 P’S OF MARKETING: 
The 4 Ps of Marketing helps in determining the various marketing strategies adopted by the 
company. The 4 P‟s are : 
1. Product 
2. Price 
3. Place 
4. Promotion 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 4
1. PRODUCT: 
Maruti Suzuki has divided its Product line into five segments as per the following table. 
• Maruti-800 
A1 
(mini) 
• Alto, Zen ,Wagon –R, Swift, A-star 
,Ritz 
A2(compact) 
A3(mid size) • Esteem , Baleno, Dzire 
• Vitara, Gypsy , Kizashi 
Utility Vehicles 
Multi purpose Vehicles • Omni, Versa 
Maruti Suzuki under different production line tries to target different segment of the market 
producing different varieties of cars. Under product line A1, A2, A3, Maruti Suzuki‟s main 
focus is on producing quality car having high mileage. These Cars have also been divided 
into its various variants depending on the type of fuel used. Some cars have been rolled out 
for use with both Petrol and Diesel. With rising prices of petrol, there is a sharp demand for 
Diesel-run vehicles. So it also focus on making LPC cars for which MSIL has introduced 
two of its cars with LPG fitting too. The MSIL while making the product also keeps in mind 
the Designing of the car 
Design: 
Maruti Suzuki according to different segment of the focuses on the designing of the car 
too. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 5
• For the higher income 
group of people it 
makes luxurious cars 
with good looking 
design and more 
features. 
• ex:Kizashi,Grand 
vitara, 
• For middle income group 
of people it makes car 
that is good looking but 
with minimum basic 
features so that the cost 
of the car is reduced and 
would give maximum 
mileage.ex: Swift Dezire 
B 
• For Family cars it focus 
on designing big car 
with big space and 
comfortable for 
travelling of a Indian 
family.. 
• ex: Omni 
C 
Along with just selling car it also provides various services and features to the 
customer in order to differentiate its product from its competitors which includes 
following: 
A. Services: 
MSIL tries to focus on providing better services to their customer for which they provide 
services through various service centre across the country ; so that , In case of, any wear 
and tear consequent replacements and repairs could happen. Maruti Genuine Parts ensure 
that customers‟ car remains like the original, down to the smallest part for which it makes 
sure that over Maruti Suzuki, 20,000 parts which come together and work in perfect 
harmony is made available to their customers under MSIL genuine parts. The customer 
can get their problem sorted out relating to the functioning of the car easily for that it also 
makes all the parts available throughout every corner of the country. A new Vehicle 
Tracking System improved efficiency on the shop floor and enhanced quality control to 
serve their customers more effectively. It also provides online support to their customers 
Stuck in the city. Where one is stuck in the back of beyond, without help for miles. All 
they need to do is remember a number. 1800 102 1800. Call and Maruti On Road Service 
will swing into action. 
A 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 6
B. Warranty: 
For making its product competitive in the market and their customers satisfied It 
provides Warranty for a period of 24 months or 40,000 kms whichever comes first from 
the date the first owner takes delivery 
The support it provides under warranty is in the form of replacement of parts or repairs 
which is done for qualified failures associated with manufacturing defects in material and 
workmanship. 
 Extended Warranty Cover 
Extended Warranty covers is also provided under which mechanical and electrical 
breakdown of parts like the engine, gear box, steering, brakes, electrical items etc is 
covered 
To make their customer avail this benefit easily The Extended Warranty is also 
available through their dealer network. Under extended Warranty two plans are being 
offered. 
2. PRICE: 
Plan-1 
•3rd year or 60,000 kms 
(whichever comes first) 
from the date the first 
owner takes delivery 
Plan-2 
•3rd and 4th year or 80,000 kms 
(whichever comes first) from 
the date the first owner takes 
delivery 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 7
The MSIL generally sets its price to target the Lower middle-class and middle class families 
in India. So they set the prices of their car low to make it people‟s car so that person driving 
2-wheelers would shift towards driving of 4-wheeler car. For two different engine car 
produced by MSIL one Diesel car and another Petrol car it prices their petrol engine car 
lower than the diesel engine car in order to scale the sales of petrol engine car as more and 
more car buyers are opting for diesel engine car. 
The following chart shows the various Products and their Price ranges of the Cars of MSIL in 
India. 
(image source : http://www.carwale.com/marutisuzuki-cars/) 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 8
Maruti achieves its low car pricing strategy through continuous improvements in operational 
efficiency and productivity. For this company focuses on two things 
A. Improving the productivity 
B. Reducing the costs 
MSIL in order to provide credit facilities to its customers In a market where more than 80% of cars 
are financed, has strategically entered into partnership with financial institutions to provide credit 
facilities to their customer in order to make their customer purchase car easily. For this Maruti has 
tied up with many public and private finance companies and banks. Some of This Companies are: 
a. HDFC Bank 
b. ICICI Bank 
c. Axis Bank 
d. State Bank of India 
e. Sundaram Finance Ltd. 
f. Cholamandalam Investment and Finance Company Ltd. 
Which enables their customers to make payment for their purchased car over long period of 
time.. 
3. PLACE: 
This is one of the 4P‟s where MSIL has an advantage over all of its competitors due to their 
presence in the country for long time as compared to its rivals. They enjoy a well-distributed 
and an extensive network of Car-sale outlets, Exclusive Showrooms, authorised service 
stations, True-value Outlets. 
MSIL has two Manufacturing facilities setup in Gurgaon and Manesar to the south of Delhi. 
The combined capacity for the two plants is 1.5 million vehicles on an annual basis. 
Some details of the extensive network for MSIL are:- 
 Showrooms & Car Sale Outlets – 933 covering 668 cities 
 Authorized service stations – 3053 nationwide service outlets covering 1395 cities 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 9
 True-Value Outlets – 668 covering 393 cities (Source: MSIL website) 
MSIL makes available all the genuine parts of the car throughout the country so that the car 
remains 100% Maruti Suzuki throughout its useful life. 
The True-Value Outlets were started with a view to retain the customers under exchange 
programs enabling the customers to upgrade their existing car models. Later these outlets 
were converted to be a different vertical business unit of MSIL to capture the market for Pre-owned 
cars in India based on the high resale value of MSIL cars giving up to 70% returns on 
re-sale. 
4. PROMOTION: 
The company has for most of its years of operation targeted the Indian middle class families 
as their main consumers. That‟s why their Promotional strategy has always been to create an 
emotional Connect with the audience. MSIL has used various media of promotion 
 TV – There have been a lot of advertisements through this media as most of the target 
audience connects to MSIL through its emotional TV commercials where the company 
touches everyone irrespective of their Demographics, Age, Occupations, etc. 
 Print Media – The Company has also used Newspaper, Magazines to promote its 
products to the consumers. 
 Radio – The Company also uses radio as an important media for advertising its product 
line. It sponsors certain shows on air, events for all radio users, etc. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 10
Apart from this, MSIL has also partnered with certain TV shows like “India‟s Got Talent” 
and also it provides Sponsorships to certain famous events to make its presence felt. The 
company is also involved in certain CSR activities mostly around its manufacturing units to 
make the people grow with the company. This all helps in creating a visibility & goodwill for 
the company for the non-existing customers and hence, increasing the sales. 
MSIL also provides its customers with an “AUTO-Card”. Under which customer earns poin 
on every purchase of MSIL product which can be later used as a substitute for money. 
MSIL also has a unique program called “DIL SE” for its NRI customers to facilitate them to 
gift a MSIL car to their relatives back home in India. 
The Company also conducts Mega-Camps where they provide AC & pollution checks, 
complimentary Car-wash to its customers to improve customer relations. 
MSIL also has an extensive CRM program to manage its relationships with customers. Apart 
from all this, the company also has various seasonal Campaigns to target the audience like 
festival times to capture the celebrations‟ mood of people and convert it into sales. Festivals 
like Navratras, Diwali, etc. are times when you would see such Discounts of 30-40K per car 
on offer. 
MSIL to differentiate from its’ competitors undertake 
various activities: 
1. It Caters to the need of all segment and has a product offering at all price. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 11
2. Their pricing strategy is to provide an option to every customer looking for up gradation 
in his car. Above are few cars in different range: 
Vitara etc.. • 15-30 lakhs 
Baleno,SX4 • 5-10 lakhs 
Zen, wagon R, Versa, Swift • 3-7 lakhs 
Maruti800, Alto, Omni • Below 3.5 lakhs 
(source: http://www.carwale.com/marutisuzuki-cars/) 
3. Offering of one stop services to customers 
a) Maruti Finance 
b) Maruti Insurance 
c) Maruti Driving School (MDS) 
d) Maruti True Value 
4. The customer-friendly approach in its organization culture. 
5. Maruti employees & dealers are answerable to even a single complain of customer which 
develops customer relationship and encompasses customers to visit MSIL showroom 
again. 
6. They change their showroom layouts from time to time accordingly to make customer 
feel good while visiting to their showrooms. 
7. They have Trained Sales Executives who negotiates with customer in finalizing the deal 
and creates friendly environment for the customer so that they can clear any doubts 
regarding the deal. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 12
8. They also have Customer complain handling cell under CRM department who looks care 
towards customers‟ problem. Which inculcates a feeling in the mind of customer that 
their complaints will not be overlooked hear. 
9. It also provides online support to their customers Stuck in the city. Where one is stuck in 
the back of without help for miles. All they need to do is remember a number. 1800 102 
1800. Call and Maruti on Road Service will swing into action. 
10. Partnership with SBI & its associate banks took organized finance to small town people 
to buy 
11. Free maintenance with little extra EMI 
12. Conducting free service workshops to encourage consumers to come to their Service 
stations 
13. The low cost maintenance advantage. 
14. Lowest cost of ownership. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 13
5 C’s of Marketing: 
Customer Company Competitor Collaboration Context 
1. CUSTOMER: 
 Customer will find all car related needs met under one roof. It provides a single window 
solution for all car related needs. 
Maruti has started a number of plans in purpose of well customer service(like vehicle insurance 
for rupee one). They have even changed their interior of showroom allowing customers to walk 
in the showroom and there are schedules for customer service times and delivery of vehicles. The 
Dealer Sales Executive, who is trained on greeting notes, is the first person to interact with the 
customer of Maruti when he walks into the Maruti showroom. Under CRM department Maruti 
has a cell to handle customer complaints. Another effort by Maruti is the call center where 
Maruti can closely interact with its customer. The Market Research department of Maruti studies 
varying consumer behavior and needs of market. Maruti‟s claim of being customer friendly 
further strengthens because of seventy percent of repeat buyers. There is a lot of investment and 
effort involved in developing customer loyalty cum Rewards schemes(joining bonanza,3% value 
back, exclusive Benefits). 
a). Creating Value to each of the Customers: 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 14
 Authorized Service Stations 
Service is a major revenue generator of the company. Most of the service stations are managed 
on franchise basis, where Maruti trains its staff. 
 Maruti Insurance: 
Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the 
National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. 
 Maruti Finance 
Maruti has started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group 
and GE Countrywide respectively to assist its client in securing loan. 
 Maruti True Value: 
One can buy, sell or exchange used Maruti vehicles with the help of this service in India. 
2. COMPANY: 
a) Product Line: 
A product line is a group of products that are closely related to each other by function, customer 
group or price range. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 15
b) Goal: 
Goals with Maruti is to modernization of the Indian automobile industry, Fuel efficient vehicles 
production, to manufacture huge number of vehicles, gain from foreign technology, and the 
production of „people‟s car‟ was suitable for Indian people and the climatic conditions which 
creates possibility of earning foreign exchange by exporting Maruti products and improving 
employment by starting new industries in the market. By improving the research in the market is 
determined by manufacturing of better cars would be in demand in Indian market. The main aim 
of the Maruti Suzuki production is to take help from Japanese company in its working model, 
working culture and in Indian industry they mainly focus on hierarchical discrimination, 
inadequate labor, low labor involved, and labor conflict and low recognition with the company. 
c) Culture: 
 Japanese culture imbibed in the employees like same uniform, common canteen, etc 
 Unique identity to its employees, equal rights for decision making. 
d) Technology: 
 Recently, the company has introduced a peppy k series engine for its new car, Maruti 
Suzuki A- star. 
 It is planning to develop hybrid, electrical, and multi fuel engines. 
 Manufacturing Global Cars that is fuel – efficient and lower on CO2 emissions. 
3. COMPETITORS: 
Any person or entity who are rival against another is competitor. 
 Although most of the major global players are present in the Indian market; few more are 
expected to enter due to the welcoming the new government. So there will be tough 
competition for Maruti. 
 Maruti Suzuki faces healthy competition from its competitors. It has direct competition 
from Tata Motors limited Mahindra and Mahindra, Hyundai Motor Company, Toyota 
Motor Corporation, Honda Motor Corporation and others. In this competing market every 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 16
company should be aware of their competitors because Consumers need changes very 
fast and your competitor can take the advantage of this. The target customers of Maruti 
are basically from middle class family. Maruti generate mostly revenue from middle class 
families. Their competitors are also trying to attract this market. 
There are some cars which will be launch in future and will give the direct 
competition to Maruti. 
Upcoming Cars: 
 Mahindra S101 
 Honda Jazz 
 Ford Ka 
 Tata Bolt 
 Mahindra Scorpio Facelift 
 For Figo Concept Sedan 
 Volkswagen Up 
 Mahindra Quanto AT 
 Hyundai Grand i10 
 Hyundai Elite I20 
The cost of all these cars are approximate 3-10lac which will attract to middle class family and it 
will direct impact on Maruti. 
 Targeting Competition in certain segments is very high e.g., small and mid car segment. 
Brands like Hyundai, Chevrolet, Tata and Skoda have given huge competition to Maruti 
Suzuki. In the recent past Volkswagen, Honda, Ford has also given competition to the 
premium car segment. 
 Superior knowledge of rivals offers a legitimate source of competitive advantage. So it is 
required to all marketers to have all knowledge of their competitors. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 17
4. CONTEXT (OR CLIMATE) : 
a) Political Environment: 
 Indian government auto policy aimed at promoting an integrated, phased and conducive 
growth of the Indian automotive industry. 
 Allowing automatic approval for foreign equity investment up to 100 per cent, with no 
minimum investment criteria.(Source: http://business.mapsofindia.com) 
 Establish an international hub for manufacturing small, affordable passenger cars as well 
as tractors and two wheelers. 
 Ensure a balanced transition to open trade at minimal risk to the Indian economy and 
local industry. 
 Laying emphasis on R&D activities carried out by companies in India by giving a 
weighted tax deduction of up to 150 per cent for in-house research and R&D activities. 
(Source: Economic Times) 
b) Economic Environment: 
 The manufacturing sector has grown at around 7.25 per cent per annum in the last few 
years. (Source: http://indianexpress.com) 
 More than 90 per cent of the CV purchase is on credit. 
 Finance availability to CV buyers has grown in scope during the last few years. 
 The increased enforcement of overloading restrictions has also contributed to an increase 
in the number of CVs plying on Indian roads. 
 Several Indian firms have partnered with global players. While some have formed joint 
ventures with equity participation, others have entered into technology tie-ups. 
 Establishment of India as a Manufacturing hub, for mini, compact cars, OEMs, and for 
auto components. 
c) Social Environment: 
 Growth in urbanization 
 Upward migration of household income levels. 
 Increase in PPP, led to the increase in market share of compact cars. 
 Cars priced below USD 12000 accounts for nearly 80% of the market. 
 Vehicles priced between USD 7000 –12000 form the largest segment in the passenger 
car market. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 18
 Indian customers are highly discerning, educated and well informed. They are price 
sensitive and put a lot of emphasis on value for money. 
 Preference for small and compact cars. They are socially acceptable, even amongst the 
well-off. 
 Preference for fuel efficient cars with low running costs. The Tata Indica has the lowest 
running cost at US 8.5 cents per mile. 
d) Technological Environment: 
 With the entry of global companies into the Indian market, advanced technologies, both 
in product and production processes have developed. 
 With the development or evolution of alternate fuels, hybrid cars have made entry into 
the market. 
 Few global companies have setup their R&D centres in India. 
 Major global players like Audi, BMW, Hyundai etc. have setup their manufacturing units 
in India. 
 Government initiatives regarding tax rebates have led to global players setting up their 
R&D centres in India. 
 Govt. initiatives in establishing NATRIP network across the country will further lead to 
enhancing R&D and technological advancements. 
e) Ecological Environment: 
 Physical infra structure such as roads and bridges affect the use of automobiles. If there is 
good availability of roads or the roads are smooth then it will affect the use of 
automobiles. 
 Physical conditions like environmental situation affect the use of automobiles. If the 
environment is pleasant then it will lead to more use of vehicles. 
 Technological solutions helps in integrating the supply chain, hence reduce losses and 
increase profitability. 
5. COLLABORATORS: 
Distribution is an important marketing mix. In earlier days the consumers used to book for a car 
and wait for more than a year to actually buy it. Also the concept of Show rooms was non-existent. 
Even worse thing was the state of the after sales service. With an objective to change 
this scenario & to offer better service to customers, Maruti took initiative. To gain competitive 
advantage, Maruti Suzuki developed a unique distribution network. Presently the company has a 
sales network of 933 centres in 668 towns and cities, and provides service support to customers 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 19
at 3053 workshops in over 1395 towns and cities. The basic objective behind establishing the 
vast distribution network was to reach the customers even in remote areas and deliver the 
products of the company. The company has formed the Dealer territories and the concept of 
competition amongst these dealers has been brought about. Periodically corporate image 
campaigns in all dealership are carried out. In 2003, to increase the competition the company 
implemented a strategy for its dealers to increase their profitability levels. Special awards were 
sometimes given by company for sales of special categories. Maruti Suzuki had given an 
opportunity to dealers to make more profits from various avenues like used car finance and 
insurance services. In 2001, Maruti started an initiative known as ‗Non Stop Maruti Express 
Highway„. As a part of this initiative Maruti developed 255 customer service outlets along with 
21 highway routes by 2001-02. Also with an intention to provide fast service in less time Maruti 
had offered Express Service Facility. In the year 2008, Maruti had near about 2,500 rural dealer 
sales executives, among the total 15,000 dealer sales executives. 
EXECUTIVE SUMMARY 
Maruti Suzuki is the leading four-wheeler automobile manufacture in South Asia. Which 
captures a biggest market share of around 50% for which it implies various marketing strategy 
from various product features to different advertising channels to Diffrent pricing policy in order 
to capture a bigger market share and not to let its customer run away i had even implied a new 
marketing strategy in the terms of true value shop so that in no way customer get switched over 
to other brand. 
A 4-P analysis done on the company shows: 
 The company offers a wide product range. 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 20
 It has a range of cars from 2 to 26 lakhs. The price is decided by the quality and design 
of the product. 
 It decides its distribution channel on its own, which is sometimes one level or a two level 
marketing channel. 
 For promotion, it uses both print as well as the electronic media. It tries to create an 
emotional connect with the customers (which are mainly the Indian middle class 
population). 
The 5 C’s of marketing of Maruti Suzuki shows: 
 Maruti has a number of plans to provide well customer service to its customers which 
includes providing all accessories under one roof, easy finance facility, showrooms, etc. 
 The company focuses on improving its technology and provide maximum customer 
satisfaction. 
 The main competitors are: Honda, Chevrolet, Tata, Mahindra, Hyundai and Ford. 
 The main context of the company are various political, economic, social, technological, 
and ecological environments. 
 It has a unique distribution channel. It has sales network of 933 centers in 668 towns and 
cities, and provides service support to customers at 3053 workshops in over 1395 towns 
and cities. 
REFERENCES: 
1. MSIL Website: 
http://www.marutisuzuki.com/ 
http://www.marutisuzuki.com/maruti-finance.aspx 
http://www.marutisuzuki.com/maruti-insurance.aspx 
http://www.marutisuzuki.com/maruti-genuine-part.aspx 
http://www.marutisuzuki.com/autocard.aspx 
http://www.marutisuzuki.com/pre-owned-car.aspx 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 21
http://www.marutisuzuki.com/maruti-driving-school.aspx 
2. Times of India: http://timesofindia.indiatimes.com/business/india-business/Marutis-rural-market- 
share-races-from-3-5-to-31-in-five-years/articleshow/30315161.cms 
3. Indian express : http://indianexpress.com 
4. Carwale.com http://www.carwale.com/marutisuzuki-cars/ 
5. Mapsofindia.com http://business.mapsofindia.com/ 
MARKETING ASSIGNMENT ON MARUTI SUZUKI 22

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MARUTI SUZUKI PRODUCT ANALYSIS REPORT

  • 1. MARKETING ASSIGNMENT ON MARUTI SUZUKI Submitted To: Prof. A.V. Shukla Submitted By: 14IB308 : Akshay Kr. Ghosh 14IB367: Vikash Kumar 14IB340: Mohit Gehani 14IB335: Lavi Varshney 14IB302: Aadyant Vashishth 14IB322: Dipti Soni MARKETING ASSIGNMENT ON MARUTI SUZUKI 1
  • 2. TABLE OF CONTENT: 1. Introduction 2. A brief History 3. 4 P‟s of Marketing A. Product B. Price C. Place D. Promotion 4. MSIL Strategy to differentiate itself from its competitors 5. 5 C‟s of Marketing a. Customer b. Company c. Competitor d. Context e. Collaboration 6. Executive Summary 7. References MARKETING ASSIGNMENT ON MARUTI SUZUKI 2
  • 3. INTRODUCTION: Maruti Suzuki India Limited is a partial subsidiary of Suzuki Motor Corporation of Japan. It has been the leader of the Indian car market in the passenger car segment for over two decades accounting for over 50% of the market share. (Source: TOI) The company offers a wide range of cars across different segments. It offers 14 brands and over 150 variants - Maruti 800, people movers, Omni and Eeco, international brands Alto, Alto-K10, A-star, WagonR, Swift, Ritz and Estilo, off-roader Gypsy, SUV Grand Vitara, sedans SX4, Swift DZire and Kizashi. MSIL had also introduced vehicles with CNG fitted engines under environmental friendly approach. These include Eeco, Alto, Estilo, Wagon R and Sx4. It was the first company in India to produce car and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog Limited was renamed Maruti Suzuki India Limited. The company's headquarters is located in New Delhi. A BRIEF HISTORY: In February 1981 Maruti Udyog Limited (MUL) was incorporated under the provisions of the Indian Companies Act, 1956. A license and Joint Venture Agreement was signed between Government of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in October 1982. It manufactured India's first affordable cars though the actual production commenced in 1983. On 14th December, 1983, first Maruti 800which was produced in gurgaon plant.. Late Mrs. Indira Gandhi, the then Prime Minister of India, handed over keys for this car to the first Maruti customer. By 1992 SMC had acquired a majority stake in MUL (increases to 54.2%). In 1990's when the economy was liberalized and foreign investment allowed into India, the auto component companies, set up and nurtured by Maruti Suzuki, became the foundation for global car companies as well. These new players in the Indian automobile segment found an accomplished and experienced auto component industry, which encouraged further foreign direct MARKETING ASSIGNMENT ON MARUTI SUZUKI 3
  • 4. investment into India. With the entry of foreign players into the automobile sector MUL was forced to become more competitive and aggressive in its marketing strategy in order to maintain its market share. By 2003 it got listed on the BSE and NSE. In 2007 the Board of Directors of the company gave approval to change the name MUL to Maruti Suzuki India Limited. In 2008 M- 800 crossed the 25 lakh mark and MSIL celebrated its Silver Jubilee. By 2009 MSIL‟s Capacity to manufacture expanded from 800,000 to a million units (Gurgaon plus Manesar plants) annually. 4 P’S OF MARKETING: The 4 Ps of Marketing helps in determining the various marketing strategies adopted by the company. The 4 P‟s are : 1. Product 2. Price 3. Place 4. Promotion MARKETING ASSIGNMENT ON MARUTI SUZUKI 4
  • 5. 1. PRODUCT: Maruti Suzuki has divided its Product line into five segments as per the following table. • Maruti-800 A1 (mini) • Alto, Zen ,Wagon –R, Swift, A-star ,Ritz A2(compact) A3(mid size) • Esteem , Baleno, Dzire • Vitara, Gypsy , Kizashi Utility Vehicles Multi purpose Vehicles • Omni, Versa Maruti Suzuki under different production line tries to target different segment of the market producing different varieties of cars. Under product line A1, A2, A3, Maruti Suzuki‟s main focus is on producing quality car having high mileage. These Cars have also been divided into its various variants depending on the type of fuel used. Some cars have been rolled out for use with both Petrol and Diesel. With rising prices of petrol, there is a sharp demand for Diesel-run vehicles. So it also focus on making LPC cars for which MSIL has introduced two of its cars with LPG fitting too. The MSIL while making the product also keeps in mind the Designing of the car Design: Maruti Suzuki according to different segment of the focuses on the designing of the car too. MARKETING ASSIGNMENT ON MARUTI SUZUKI 5
  • 6. • For the higher income group of people it makes luxurious cars with good looking design and more features. • ex:Kizashi,Grand vitara, • For middle income group of people it makes car that is good looking but with minimum basic features so that the cost of the car is reduced and would give maximum mileage.ex: Swift Dezire B • For Family cars it focus on designing big car with big space and comfortable for travelling of a Indian family.. • ex: Omni C Along with just selling car it also provides various services and features to the customer in order to differentiate its product from its competitors which includes following: A. Services: MSIL tries to focus on providing better services to their customer for which they provide services through various service centre across the country ; so that , In case of, any wear and tear consequent replacements and repairs could happen. Maruti Genuine Parts ensure that customers‟ car remains like the original, down to the smallest part for which it makes sure that over Maruti Suzuki, 20,000 parts which come together and work in perfect harmony is made available to their customers under MSIL genuine parts. The customer can get their problem sorted out relating to the functioning of the car easily for that it also makes all the parts available throughout every corner of the country. A new Vehicle Tracking System improved efficiency on the shop floor and enhanced quality control to serve their customers more effectively. It also provides online support to their customers Stuck in the city. Where one is stuck in the back of beyond, without help for miles. All they need to do is remember a number. 1800 102 1800. Call and Maruti On Road Service will swing into action. A MARKETING ASSIGNMENT ON MARUTI SUZUKI 6
  • 7. B. Warranty: For making its product competitive in the market and their customers satisfied It provides Warranty for a period of 24 months or 40,000 kms whichever comes first from the date the first owner takes delivery The support it provides under warranty is in the form of replacement of parts or repairs which is done for qualified failures associated with manufacturing defects in material and workmanship.  Extended Warranty Cover Extended Warranty covers is also provided under which mechanical and electrical breakdown of parts like the engine, gear box, steering, brakes, electrical items etc is covered To make their customer avail this benefit easily The Extended Warranty is also available through their dealer network. Under extended Warranty two plans are being offered. 2. PRICE: Plan-1 •3rd year or 60,000 kms (whichever comes first) from the date the first owner takes delivery Plan-2 •3rd and 4th year or 80,000 kms (whichever comes first) from the date the first owner takes delivery MARKETING ASSIGNMENT ON MARUTI SUZUKI 7
  • 8. The MSIL generally sets its price to target the Lower middle-class and middle class families in India. So they set the prices of their car low to make it people‟s car so that person driving 2-wheelers would shift towards driving of 4-wheeler car. For two different engine car produced by MSIL one Diesel car and another Petrol car it prices their petrol engine car lower than the diesel engine car in order to scale the sales of petrol engine car as more and more car buyers are opting for diesel engine car. The following chart shows the various Products and their Price ranges of the Cars of MSIL in India. (image source : http://www.carwale.com/marutisuzuki-cars/) MARKETING ASSIGNMENT ON MARUTI SUZUKI 8
  • 9. Maruti achieves its low car pricing strategy through continuous improvements in operational efficiency and productivity. For this company focuses on two things A. Improving the productivity B. Reducing the costs MSIL in order to provide credit facilities to its customers In a market where more than 80% of cars are financed, has strategically entered into partnership with financial institutions to provide credit facilities to their customer in order to make their customer purchase car easily. For this Maruti has tied up with many public and private finance companies and banks. Some of This Companies are: a. HDFC Bank b. ICICI Bank c. Axis Bank d. State Bank of India e. Sundaram Finance Ltd. f. Cholamandalam Investment and Finance Company Ltd. Which enables their customers to make payment for their purchased car over long period of time.. 3. PLACE: This is one of the 4P‟s where MSIL has an advantage over all of its competitors due to their presence in the country for long time as compared to its rivals. They enjoy a well-distributed and an extensive network of Car-sale outlets, Exclusive Showrooms, authorised service stations, True-value Outlets. MSIL has two Manufacturing facilities setup in Gurgaon and Manesar to the south of Delhi. The combined capacity for the two plants is 1.5 million vehicles on an annual basis. Some details of the extensive network for MSIL are:-  Showrooms & Car Sale Outlets – 933 covering 668 cities  Authorized service stations – 3053 nationwide service outlets covering 1395 cities MARKETING ASSIGNMENT ON MARUTI SUZUKI 9
  • 10.  True-Value Outlets – 668 covering 393 cities (Source: MSIL website) MSIL makes available all the genuine parts of the car throughout the country so that the car remains 100% Maruti Suzuki throughout its useful life. The True-Value Outlets were started with a view to retain the customers under exchange programs enabling the customers to upgrade their existing car models. Later these outlets were converted to be a different vertical business unit of MSIL to capture the market for Pre-owned cars in India based on the high resale value of MSIL cars giving up to 70% returns on re-sale. 4. PROMOTION: The company has for most of its years of operation targeted the Indian middle class families as their main consumers. That‟s why their Promotional strategy has always been to create an emotional Connect with the audience. MSIL has used various media of promotion  TV – There have been a lot of advertisements through this media as most of the target audience connects to MSIL through its emotional TV commercials where the company touches everyone irrespective of their Demographics, Age, Occupations, etc.  Print Media – The Company has also used Newspaper, Magazines to promote its products to the consumers.  Radio – The Company also uses radio as an important media for advertising its product line. It sponsors certain shows on air, events for all radio users, etc. MARKETING ASSIGNMENT ON MARUTI SUZUKI 10
  • 11. Apart from this, MSIL has also partnered with certain TV shows like “India‟s Got Talent” and also it provides Sponsorships to certain famous events to make its presence felt. The company is also involved in certain CSR activities mostly around its manufacturing units to make the people grow with the company. This all helps in creating a visibility & goodwill for the company for the non-existing customers and hence, increasing the sales. MSIL also provides its customers with an “AUTO-Card”. Under which customer earns poin on every purchase of MSIL product which can be later used as a substitute for money. MSIL also has a unique program called “DIL SE” for its NRI customers to facilitate them to gift a MSIL car to their relatives back home in India. The Company also conducts Mega-Camps where they provide AC & pollution checks, complimentary Car-wash to its customers to improve customer relations. MSIL also has an extensive CRM program to manage its relationships with customers. Apart from all this, the company also has various seasonal Campaigns to target the audience like festival times to capture the celebrations‟ mood of people and convert it into sales. Festivals like Navratras, Diwali, etc. are times when you would see such Discounts of 30-40K per car on offer. MSIL to differentiate from its’ competitors undertake various activities: 1. It Caters to the need of all segment and has a product offering at all price. MARKETING ASSIGNMENT ON MARUTI SUZUKI 11
  • 12. 2. Their pricing strategy is to provide an option to every customer looking for up gradation in his car. Above are few cars in different range: Vitara etc.. • 15-30 lakhs Baleno,SX4 • 5-10 lakhs Zen, wagon R, Versa, Swift • 3-7 lakhs Maruti800, Alto, Omni • Below 3.5 lakhs (source: http://www.carwale.com/marutisuzuki-cars/) 3. Offering of one stop services to customers a) Maruti Finance b) Maruti Insurance c) Maruti Driving School (MDS) d) Maruti True Value 4. The customer-friendly approach in its organization culture. 5. Maruti employees & dealers are answerable to even a single complain of customer which develops customer relationship and encompasses customers to visit MSIL showroom again. 6. They change their showroom layouts from time to time accordingly to make customer feel good while visiting to their showrooms. 7. They have Trained Sales Executives who negotiates with customer in finalizing the deal and creates friendly environment for the customer so that they can clear any doubts regarding the deal. MARKETING ASSIGNMENT ON MARUTI SUZUKI 12
  • 13. 8. They also have Customer complain handling cell under CRM department who looks care towards customers‟ problem. Which inculcates a feeling in the mind of customer that their complaints will not be overlooked hear. 9. It also provides online support to their customers Stuck in the city. Where one is stuck in the back of without help for miles. All they need to do is remember a number. 1800 102 1800. Call and Maruti on Road Service will swing into action. 10. Partnership with SBI & its associate banks took organized finance to small town people to buy 11. Free maintenance with little extra EMI 12. Conducting free service workshops to encourage consumers to come to their Service stations 13. The low cost maintenance advantage. 14. Lowest cost of ownership. MARKETING ASSIGNMENT ON MARUTI SUZUKI 13
  • 14. 5 C’s of Marketing: Customer Company Competitor Collaboration Context 1. CUSTOMER:  Customer will find all car related needs met under one roof. It provides a single window solution for all car related needs. Maruti has started a number of plans in purpose of well customer service(like vehicle insurance for rupee one). They have even changed their interior of showroom allowing customers to walk in the showroom and there are schedules for customer service times and delivery of vehicles. The Dealer Sales Executive, who is trained on greeting notes, is the first person to interact with the customer of Maruti when he walks into the Maruti showroom. Under CRM department Maruti has a cell to handle customer complaints. Another effort by Maruti is the call center where Maruti can closely interact with its customer. The Market Research department of Maruti studies varying consumer behavior and needs of market. Maruti‟s claim of being customer friendly further strengthens because of seventy percent of repeat buyers. There is a lot of investment and effort involved in developing customer loyalty cum Rewards schemes(joining bonanza,3% value back, exclusive Benefits). a). Creating Value to each of the Customers: MARKETING ASSIGNMENT ON MARUTI SUZUKI 14
  • 15.  Authorized Service Stations Service is a major revenue generator of the company. Most of the service stations are managed on franchise basis, where Maruti trains its staff.  Maruti Insurance: Launched in 2002 Maruti provides vehicle insurance to its customers with the help of the National Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram.  Maruti Finance Maruti has started two joint ventures Citicorp Maruti and Maruti Countrywide with Citi Group and GE Countrywide respectively to assist its client in securing loan.  Maruti True Value: One can buy, sell or exchange used Maruti vehicles with the help of this service in India. 2. COMPANY: a) Product Line: A product line is a group of products that are closely related to each other by function, customer group or price range. MARKETING ASSIGNMENT ON MARUTI SUZUKI 15
  • 16. b) Goal: Goals with Maruti is to modernization of the Indian automobile industry, Fuel efficient vehicles production, to manufacture huge number of vehicles, gain from foreign technology, and the production of „people‟s car‟ was suitable for Indian people and the climatic conditions which creates possibility of earning foreign exchange by exporting Maruti products and improving employment by starting new industries in the market. By improving the research in the market is determined by manufacturing of better cars would be in demand in Indian market. The main aim of the Maruti Suzuki production is to take help from Japanese company in its working model, working culture and in Indian industry they mainly focus on hierarchical discrimination, inadequate labor, low labor involved, and labor conflict and low recognition with the company. c) Culture:  Japanese culture imbibed in the employees like same uniform, common canteen, etc  Unique identity to its employees, equal rights for decision making. d) Technology:  Recently, the company has introduced a peppy k series engine for its new car, Maruti Suzuki A- star.  It is planning to develop hybrid, electrical, and multi fuel engines.  Manufacturing Global Cars that is fuel – efficient and lower on CO2 emissions. 3. COMPETITORS: Any person or entity who are rival against another is competitor.  Although most of the major global players are present in the Indian market; few more are expected to enter due to the welcoming the new government. So there will be tough competition for Maruti.  Maruti Suzuki faces healthy competition from its competitors. It has direct competition from Tata Motors limited Mahindra and Mahindra, Hyundai Motor Company, Toyota Motor Corporation, Honda Motor Corporation and others. In this competing market every MARKETING ASSIGNMENT ON MARUTI SUZUKI 16
  • 17. company should be aware of their competitors because Consumers need changes very fast and your competitor can take the advantage of this. The target customers of Maruti are basically from middle class family. Maruti generate mostly revenue from middle class families. Their competitors are also trying to attract this market. There are some cars which will be launch in future and will give the direct competition to Maruti. Upcoming Cars:  Mahindra S101  Honda Jazz  Ford Ka  Tata Bolt  Mahindra Scorpio Facelift  For Figo Concept Sedan  Volkswagen Up  Mahindra Quanto AT  Hyundai Grand i10  Hyundai Elite I20 The cost of all these cars are approximate 3-10lac which will attract to middle class family and it will direct impact on Maruti.  Targeting Competition in certain segments is very high e.g., small and mid car segment. Brands like Hyundai, Chevrolet, Tata and Skoda have given huge competition to Maruti Suzuki. In the recent past Volkswagen, Honda, Ford has also given competition to the premium car segment.  Superior knowledge of rivals offers a legitimate source of competitive advantage. So it is required to all marketers to have all knowledge of their competitors. MARKETING ASSIGNMENT ON MARUTI SUZUKI 17
  • 18. 4. CONTEXT (OR CLIMATE) : a) Political Environment:  Indian government auto policy aimed at promoting an integrated, phased and conducive growth of the Indian automotive industry.  Allowing automatic approval for foreign equity investment up to 100 per cent, with no minimum investment criteria.(Source: http://business.mapsofindia.com)  Establish an international hub for manufacturing small, affordable passenger cars as well as tractors and two wheelers.  Ensure a balanced transition to open trade at minimal risk to the Indian economy and local industry.  Laying emphasis on R&D activities carried out by companies in India by giving a weighted tax deduction of up to 150 per cent for in-house research and R&D activities. (Source: Economic Times) b) Economic Environment:  The manufacturing sector has grown at around 7.25 per cent per annum in the last few years. (Source: http://indianexpress.com)  More than 90 per cent of the CV purchase is on credit.  Finance availability to CV buyers has grown in scope during the last few years.  The increased enforcement of overloading restrictions has also contributed to an increase in the number of CVs plying on Indian roads.  Several Indian firms have partnered with global players. While some have formed joint ventures with equity participation, others have entered into technology tie-ups.  Establishment of India as a Manufacturing hub, for mini, compact cars, OEMs, and for auto components. c) Social Environment:  Growth in urbanization  Upward migration of household income levels.  Increase in PPP, led to the increase in market share of compact cars.  Cars priced below USD 12000 accounts for nearly 80% of the market.  Vehicles priced between USD 7000 –12000 form the largest segment in the passenger car market. MARKETING ASSIGNMENT ON MARUTI SUZUKI 18
  • 19.  Indian customers are highly discerning, educated and well informed. They are price sensitive and put a lot of emphasis on value for money.  Preference for small and compact cars. They are socially acceptable, even amongst the well-off.  Preference for fuel efficient cars with low running costs. The Tata Indica has the lowest running cost at US 8.5 cents per mile. d) Technological Environment:  With the entry of global companies into the Indian market, advanced technologies, both in product and production processes have developed.  With the development or evolution of alternate fuels, hybrid cars have made entry into the market.  Few global companies have setup their R&D centres in India.  Major global players like Audi, BMW, Hyundai etc. have setup their manufacturing units in India.  Government initiatives regarding tax rebates have led to global players setting up their R&D centres in India.  Govt. initiatives in establishing NATRIP network across the country will further lead to enhancing R&D and technological advancements. e) Ecological Environment:  Physical infra structure such as roads and bridges affect the use of automobiles. If there is good availability of roads or the roads are smooth then it will affect the use of automobiles.  Physical conditions like environmental situation affect the use of automobiles. If the environment is pleasant then it will lead to more use of vehicles.  Technological solutions helps in integrating the supply chain, hence reduce losses and increase profitability. 5. COLLABORATORS: Distribution is an important marketing mix. In earlier days the consumers used to book for a car and wait for more than a year to actually buy it. Also the concept of Show rooms was non-existent. Even worse thing was the state of the after sales service. With an objective to change this scenario & to offer better service to customers, Maruti took initiative. To gain competitive advantage, Maruti Suzuki developed a unique distribution network. Presently the company has a sales network of 933 centres in 668 towns and cities, and provides service support to customers MARKETING ASSIGNMENT ON MARUTI SUZUKI 19
  • 20. at 3053 workshops in over 1395 towns and cities. The basic objective behind establishing the vast distribution network was to reach the customers even in remote areas and deliver the products of the company. The company has formed the Dealer territories and the concept of competition amongst these dealers has been brought about. Periodically corporate image campaigns in all dealership are carried out. In 2003, to increase the competition the company implemented a strategy for its dealers to increase their profitability levels. Special awards were sometimes given by company for sales of special categories. Maruti Suzuki had given an opportunity to dealers to make more profits from various avenues like used car finance and insurance services. In 2001, Maruti started an initiative known as ‗Non Stop Maruti Express Highway„. As a part of this initiative Maruti developed 255 customer service outlets along with 21 highway routes by 2001-02. Also with an intention to provide fast service in less time Maruti had offered Express Service Facility. In the year 2008, Maruti had near about 2,500 rural dealer sales executives, among the total 15,000 dealer sales executives. EXECUTIVE SUMMARY Maruti Suzuki is the leading four-wheeler automobile manufacture in South Asia. Which captures a biggest market share of around 50% for which it implies various marketing strategy from various product features to different advertising channels to Diffrent pricing policy in order to capture a bigger market share and not to let its customer run away i had even implied a new marketing strategy in the terms of true value shop so that in no way customer get switched over to other brand. A 4-P analysis done on the company shows:  The company offers a wide product range. MARKETING ASSIGNMENT ON MARUTI SUZUKI 20
  • 21.  It has a range of cars from 2 to 26 lakhs. The price is decided by the quality and design of the product.  It decides its distribution channel on its own, which is sometimes one level or a two level marketing channel.  For promotion, it uses both print as well as the electronic media. It tries to create an emotional connect with the customers (which are mainly the Indian middle class population). The 5 C’s of marketing of Maruti Suzuki shows:  Maruti has a number of plans to provide well customer service to its customers which includes providing all accessories under one roof, easy finance facility, showrooms, etc.  The company focuses on improving its technology and provide maximum customer satisfaction.  The main competitors are: Honda, Chevrolet, Tata, Mahindra, Hyundai and Ford.  The main context of the company are various political, economic, social, technological, and ecological environments.  It has a unique distribution channel. It has sales network of 933 centers in 668 towns and cities, and provides service support to customers at 3053 workshops in over 1395 towns and cities. REFERENCES: 1. MSIL Website: http://www.marutisuzuki.com/ http://www.marutisuzuki.com/maruti-finance.aspx http://www.marutisuzuki.com/maruti-insurance.aspx http://www.marutisuzuki.com/maruti-genuine-part.aspx http://www.marutisuzuki.com/autocard.aspx http://www.marutisuzuki.com/pre-owned-car.aspx MARKETING ASSIGNMENT ON MARUTI SUZUKI 21
  • 22. http://www.marutisuzuki.com/maruti-driving-school.aspx 2. Times of India: http://timesofindia.indiatimes.com/business/india-business/Marutis-rural-market- share-races-from-3-5-to-31-in-five-years/articleshow/30315161.cms 3. Indian express : http://indianexpress.com 4. Carwale.com http://www.carwale.com/marutisuzuki-cars/ 5. Mapsofindia.com http://business.mapsofindia.com/ MARKETING ASSIGNMENT ON MARUTI SUZUKI 22