10
A STUDY ON CUSTOMER SATISFACTION FOR
TATA MOTORS
DISSERTATION REPORT IN PARTIAL FULFILLMENT OF THE AWARD OF FULL TIME MASTERS IN BUSINESS ADMINISTRATION (2014-16)
Submitted by:
ApurvaAgrawal
Class: MBA –4th Sem.
Enrolment No: A31401914014
Specialization: Marketing & HR
Under Guidance Of:
Faculty Guide:
Dr Manoj Kumar Mishra
Assistant Professor
AGBS, Patna
AMITY UNIVERISTY PATNA CENTRE
DECLARATION
Title of project report-A STUDY ON CUSTOMER SATISFACTION FOR TATA MOTORS
I understand what plagiarism is and am aware of the University's policy in this regard
I declare that
The work submitted by me in partial fulfilment of the requirement for the award of degree ofMasters of Business Administration MBA4TH SEMassessment in this Dissertation is my own; it has not previously been presented for another assessment.
I declare that this Dissertation is my original work. Wherever work form other source has been used, all debts (for words data, arguments and ideas) have been appropriately acknowledged and referenced in accordance with the requirements of NTCC Regulations and Guidelines.
I have not used work previously produced by another student or any other person to submit it as my own.
I have not permitted, and will not permit, anybody to copy my work with the purpose of passing it off as his or her own work.
The work conforms to the guidelines for layout, content and style as set out in the Regulations and Guidelines.
Date: ------------- Apurva Agrawal
A31401914014
MBA-4TH SEM
STUDENT'S CERTIFICATE
Certified that this report is prepared based on the dissertation project undertaken by me in TATA MOTORS LUCKNOW under the able guidance of Dr.Manoj Kumar Mishra, Assistant Professor in partial fulfillment of the requirement for award of degree of Masters of Business Administration (MBA-G 4thSEM.) from Amity University, Uttar Pradesh.
Date--------------------
--------------- ----------------- -----------------
Apurva Agrawal
Student
MBA4th SEM.
FACULTY CERTIFICATE
This is to certify that the dissertation titled "A STUDY ON CUSTOMER SATISFACTION FOR TATA MOTORS " is a record of research work done by Mr.APURVA AGRAWAL bearing Reg. no. A31401914014. This project has not formed a basis for the rewards of any other degree/diploma of any institution/university.
DATE: Dr.Manoj Kumar Mishra
PLACE: Assistant Professor
AGBS, AMITY UNIVERSITY
ACKNOWLEDGEMENT
A report usually falls short of its expectations unless it is aided and guided by the right people at the right time. I humbly wish to mention that this report is not a fruit of my individual effort but of a number of people who have guided us and have associated with us throughout the span of the industry integration. For preparing this report I want to acknowledge to the Reliance group and I would like to express my sincere thanks to all those instrumental in this project work.
First of all, I would to thank Dr.Vivekanand Pandey,Dean of Amity Global Business School for giving me this opportunity to do this project and learn from it. I would also like to thank my faculty guide Dr.Manoj Kumar Mishra for helping me for this report.
Avijeet Srivastava
A7001914005
TABLE OF CONTENTS
S. No.
Topic
Pg. No
1.
Chapter-1 Introduction
Introduction to the Topic
Objective of Study
Research Methodology
Scope of Study
Limitations of the study
8 -12
2.
Chapter-2 Profile of Tata Motors
2.1 Mission and Vision Statement
2.2 Company profile
2.3 Government Policies
2.4 SWOT Analysis
13-66
3.
Chapter-3 Research Methodology
3.1 Research Methodology
67-68
4.
Chapter-5 Findings, Conclusions and Recommendations
5.1 Findings
5.2 Conclusions
5.3 Recommendations
69-72
5.
Chapter -6 Data analysis and interpretation
73-78
6.
Annexure
Questionnaires
79-81
7.
Bibliography
82
EXECUTIVE SUMMARY
The Tata group's core purpose is to improve the quality of life of the communities it serves globally, through long-term stakeholder value creation based on leadership with trust.
Founded by Jamsetji Tata in 1868, the Tata group is a global enterprise headquartered in India, and comprises over 100 operating companies, with operations in more than 100 countries across six continents, exporting products and services to over 150 countries. The revenue of Tata companies, taken together, was $103.27 billion (around Rs624,757crore) in 2013-14, with 67.2 percent of this coming from businesses outside India. Tata companies employ over 581,000 people worldwide.
Good corporate citizenship is part of the Tata group's DNA. Sixty six percent of the equity of Tata Sons, the promoter holding company, is held by philanthropic trusts, thereby returning wealth to society. As a result of this unique ownership structure and ethos of serving the community, the Tata name has been respected for more than 140 years and is trusted for its adherence to strong values and business ethics.
CHAPTER – 1
INTRODUCTION
INTRODUCTION TO THE TOPIC
A Study on Customer satisfaction for Tata Motors
Segments in the Automobile Industry:
PASSENGER CAR SEGMENTS – INDIA
A 3-million huge industry cannot be devoid of some classical segmentization. India's passenger car industry is broken down into multiple segments. This is done for ease of understanding and improved competition among manufacturers to get bigger pies of particular segments.
While there are multiple ways of segmenting this industry like based on price and engine size but the most prevalent and the official method is based on dimension. i.e. the length of the vehicle under consideration.
A1 Segment - Mini – Up to 3400mm (M800, Nano)
A2 Segment - Compact – 3401 to 4000mm (Alto, wagon r, Zen,i10,A-star,Swift,i20,palio,indica etc)
A3 Segment – Midsize – 4001 to 4500mm (Manza, City, Sx4, Dzire, Logan, Accent, Fiesta, Verna etc)
A4 Segment - Executive – 4501 to 4700mm (Corolla, civic, C class, Cruze, Optra, Octavia etc)
A5 Segment - Premium – 4701 to 5000mm (Camry, E class, Accord, Sonata, Laura, Superb etc)
A6 Segment – Luxury – Above 5000mm (Mercedes S class, 5 series B1 Segment - Van – Omni, Versa, Magic etc
B2 Segment - MUV/MPV – Innova, Tavera, Sumo etc
SUV Segment - CRV, Vitaraetc
While its easy for SIAM to segment the vehicles as per dimensions but for consumers, it becomes a tad difficult. This is primarily because of the widely varying / spread out prices of the vehicles. A 2 segment, as per the above criterion, will range between 3 lakhs to 7 lakhs. And A 3 will be between 4.5 to 9 lakhs. Such wide variation in prices has distorted the image of segments in the minds of consumers.
Hence, for simplicity purposes, a different segmentation has cropped up. The details are as follows:-
A Segment – Approximately below 3.5 lakhs - Alto, Eon, Nano, Spark, 800
B 1 Segment – Hatchback largely below 6 lakhs – Wagon R, Indica, Beat, Santro, A Star, Micra, Estilo
B 2 Segment – Hatchback majorly below 7.5 lakhs – Swift, I 10, I 20, Ritz, Figo, Polo, Liva, Vista, Jazz, Punto, Brio, Fabia, Pulse, Aveo UVA
C 1 Segment – Sedan below 8 lakhs – Dzire, Indigo, Etios, Sunny, Fiesta Classic, Verito, Accent, Ambassador, Aveo
C 2 Segment – Sedan below 9.5 lakhs – Linea, Manza, Verna, Rapid, Vento, City, SX 4, Verna New, Optra
D 1 Segment - Premium Sedan below 15 lakhs – Corolla, Civic, Cruze, Laura, Jetta, Fluence
D 2 Segment – Luxury Sedan below 25 lakhs– Superb, Passat, Accord, Camry, Sonata, Teana, Kizashi
B1 Segment - Van – Omni, Versa, Magic etc
B2 Segment - MUV/MPV – Innova, Tavera, Sumo etc
SUV Segment - CRV, Vitaraetc
What Is A2 Segment?
TWO BOX (HATCHBACK) – It means Engine are has a separate cabin while Passenger area and luggage area are together. For eg: M800, Alto, Santro, i10, Swift etc.
A2 Segment - Compact – 3401 to 4000mm (Alto, wagon r, Zen,i10,A-star,Swift,i20,palio,indica etc)
Objectives Of Study:
To know the Product offerings Of Tata motors
To know the Various players in the A2 Segment.
To know the customer satisfaction for Tata Motors.
SCOPE OF THE STUDY
The scope is to study the various segments in the automobile industry as the automobile industry is evolving heavily with more of foreign players entering into the domestic market. The scope of the study is also to study the products offered by Tata Motors to it's customers for the same and also to study the various factors which are the root causes for the Increasing Market Share In the A2 Segment for Lucknow Market.
LIMITATIONS OF THE STUDY
The Major limitations of my study were:
Time Factor was the major factor.
The disinterest shown by the Customers as they were just concerned with what they actually wanted at that point of time.
CHAPTER – 2
COMPANY PROFILE
Company Profile:
Tata Motors Limited is India's largest automobile company, with consolidated revenues of INR 2,32,834crores (USD 38.9 billion) in 2013-14. It is the leader in commercial vehicles in each segment, and among the top in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments.
The Tata Motors Group's over 60,000 employees are guided by the mission "to be passionate in anticipating and providing the best vehicles and experiences that excite our customers globally.''
Established in 1945, Tata Motors' presence cuts across the length and breadth of India. Over 8 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The company's dealership, sales, services and spare parts network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September 2004), has emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand, South Africa and Indonesia. Among them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2006, Tata Motors formed a 51:49 joint venture with the Brazil-based, Marcopolo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India – the plant is located in Dharwad. In 2006, Tata Motors entered into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand, and entered the market in 2008. Tata Motors (SA) (Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding (Pty) Ltd. set up in 2011, has an assembly plant in Rosslyn, north of Pretoria. The plant can assemble, semi knocked down (SKD) kits, light, medium and heavy commercial vehicles ranging from 4 tonnes to 50 tonnes.
Tata Motors is also expanding its international footprint, established through exports since 1961. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, South East Asia, South Asia, South America, CIS and Russia. It has franchisee/joint venture assembly operations in Bangladesh, Ukraine, and Senegal.
The foundation of the company's growth over the last 69 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. With over 4,500 engineers, scientists and technicians the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Italy, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed Light Commercial Vehicle in 1986. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. In 2009, the company launched its globally benchmarked Prima range of trucks and in 2012 the Ultra range of international standard light commercial vehicles. In their power, speed, carrying capacity, operating economy and trims, they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost.
Tata Motors also introduced India's first Sports Utility Vehicle in 1991 and, in 1998, the Tata Indica, India's first fully indigenous passenger car.
In January 2008, Tata Motors unveiled its People's Car, the Tata Nano. The Tata Nano has been subsequently launched, as planned, in India in March 2009, and subsequently in 2011 in Nepal and Sri Lanka. A development, which signifies a first for the global automobile industry, the Nano brings the joy of a car within the reach of thousands of families.
Tata Motors is equally focussed on environment-friendly technologies in emissions and alternative fuels. It has developed electric and hybrid vehicles both for personal and public transportation. It has also been implementing several environment-friendly technologies in manufacturing processes, significantly enhancing resource conservation.
Through its subsidiaries, the company is engaged in engineering and automotive solutions, automotive vehicle components manufacturing and supply chain activities, vehicle financing, and machine tools and factory automation solutions.
Tata Motors is committed to improving the quality of life of communities by working on four thrust areas – employability, education, health and environment. The activities touch the lives of more than a million citizens. The company's support on education and employability is focused on youth and women. They range from schools to technical education institutes to actual facilitation of income generation. In health, the company's intervention is in both preventive and curative health care. The goal of environment protection is achieved through tree plantation, conserving water and creating new water bodies and, last but not the least, by introducing appropriate technologies in vehicles and operations for constantly enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.
The hatchback segments has totaled to 56% of the entire passenger car sales in India. This comes to 355857 units. This clearly shows the popularity of smaller cars in the Indian market. Alto continues to be the top selling brand with 17422 in July. It is followed by Swift (11421) and Wagon R (9582) – all Maruti brands. This is an indication of how well the Maruti team has understood the Indian market. i 10, I 20, Nano, Beat, Figo, Santro& Polo are some of the high selling models in these segments and these models continue to clock more than 3000 units monthly. Nano has been a disappointment so far with huge expectations but it is showing some kind of resilience off late. Lets see how Tata Motors team takes this special car ahead!
Tata Motors Limited is India's largest automobile company, with consolidated revenues of INR 2,62,796crores (USD 42.04 billion) in 2014-15. It is the leader in commercial vehicles in each segment, and among the top in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments.
The Tata Motors Group's over 60,000 employees are guided by the mission "to be passionate in anticipating and providing the best vehicles and experiences that excite our customers globally."
Established in 1945, Tata Motors' presence cuts across the length and breadth of India. Over 8 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The company's dealership, sales, services and spare parts network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September 2004), has emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand, South Africa and Indonesia. Among them is Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2006, Tata Motors formed a 51:49 joint venture with the Brazil-based, Marcopolo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India - the plant is located in Dharwad. In 2006, Tata Motors entered into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand, and entered the market in 2008. Tata Motors (SA) (Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding (Pty) Ltd. set up in 2011, has an assembly plant in Rosslyn, north of Pretoria. The plant can assemble, semi knocked down (SKD) kits, light, medium and heavy commercial vehicles ranging from 4 tonnes to 50 tonnes.
Tata Motors is also expanding its international footprint, established through exports since 1961. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, South East Asia, South Asia, South America, Australia, CIS and Russia. It has franchisee/joint venture assembly operations in Bangladesh, Ukraine, and Senegal.
The foundation of the company's growth over the last 70 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. With over 4,500 engineers, scientists and technicians the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Italy, Spain, and the UK.
It was Tata Motors, which launched the first indigenously developed Light Commercial Vehicle in 1986. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. In 2009, the company launched its globally benchmarked Prima range of trucks and in 2012 the Ultra range of international standard light commercial vehicles. In their power, speed, carrying capacity, operating economy and trims, they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost.
Making strides in the Commercial Vehicle Business, in March 2014, Tata Motors also took the lead to bring a world renowned motorsport to India, with the T1 Prima Truck Racing Championship. This unique initiative witnessed over 45,000 spectators in 2015 at the Buddh International Circuit. This will be an annual property, edged on motorsport calendars globally and Tata Motors continues to promote its flagship brand, Prima, through this initiative.
Tata Motors also introduced India's first Sports Utility Vehicle in 1991 and, in 1998, the Tata Indica, India's first fully indigenous passenger car.
In January 2008, Tata Motors unveiled the world famous, the Tata Nano and subsequently launched, as planned, in India in March 2009, Since its inception, it was developed to meet the needs of an attractive and affordable entry level car. The Nano has evolved over time, with the needs of its customers, to become a feature-rich compact hatchback. The Company has introduced the new generation range called the GenXNano in May 2015.
In July 2014, Tata Motors expanded its footprint in the petrol market, with the launch of its indigenously developed and globally benchmarked Revotron 1.2T engine, India's First 1.2 LitreMPFi Turbocharged Petrol Engine and the first from the new generation Revotron engine series.
This was followed by the launch of Tata Zest in August 2014, a stylish compact sedan which comes with new design language, best-in-class performance with unparalleled driving pleasure. Bringing its Horizonextstrategy at play, the Company introduced its sporty, premium hatchback, Tata Bolt in January 2015. The Zest and Bolt have largely led the recovery for the passenger vehicle business and continue to receive good response from customers.
Tata Motors is equally focussed on environment-friendly technologies in emissions and alternative fuels. It has developed electric and hybrid vehicles both for personal and public transportation. It has also been implementing several environment-friendly technologies in manufacturing processes, significantly enhancing resource conservation.
Through its subsidiaries, the company is engaged in engineering and automotive solutions, automotive vehicle components manufacturing and supply chain activities, vehicle financing, and machine tools and factory automation solutions.
Tata Motors is committed to improving the quality of life of communities by working on four thrust areas - employability, education, health and environment. The activities touch the lives of more than a million citizens. The company's support on education and employability is focused on youth and women. They range from schools to technical education institutes to actual facilitation of income generation. In health, the company's intervention is in both preventive and curative health care. The goal of environment protection is achieved through tree plantation, conserving water and creating new water bodies and, last but not the least, by introducing appropriate technologies in vehicles and operations for constantly enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.
Policies of Tata Motors:
Safety & Health Policies:
Environmental Policies:
Quality Control Policies:
TATA'S CODE OF CONDUCT:
The Tata Code of Conduct is a set of principles that guide and govern the conduct of Tata companies and their employees in all matters relating to business. First elucidated in 1998, the Code lays down the ethical standards that Tata employees have to observe in their professional lives, and it defines the value system at the heart of the Tata group and its many business entities.
The Code is a dynamic document that reinforces the Tata canon of honorablebehaviour in business. While it has remained unaltered at its core, the Code has been modified down the years to keep it in step with changing regulatory norms in the different parts of the world that Tata companies now do business. These modifications have reinforced the Code, and enable it to reflect the diverse business, cultural and other factors that have a bearing on the health of the Tata brand.
If all of us, in our professional and personal capacities, can internalise the beliefs enshrined in the Tata Code of Conduct, the Tata group's legacy and its future will remain in good hands.
CP Mistry
Group Chairman
CLAUSES OF CODE OF CONDUCT:
Clause 1
National interest
The Tata group is committed to benefit the economic development of the countries in which it operates. No Tata company shall undertake any project or activity to the detriment of the wider interests of the communities in which it operates.
A Tata company's management practices and business conduct shall benefit the country, localities and communities in which it operates, to the extent possible and affordable, and shall be in accordance with the laws of the land.
A Tata company, in the course of its business activities, shall respect the culture, customs and traditions of each country and region in which it operates. It shall conform to trade procedures, including licensing, documentation and other necessary formalities, as applicable.
Clause 2
Financial reporting and records
A Tata company shall prepare and maintain its accounts fairly and accurately and in accordance with the accounting and financial reporting standards which represent the generally accepted guidelines, principles, standards, laws and regulations of the country in which the company conducts its business affairs.
Internal accounting and audit procedures shall reflect, fairly and accurately, all of the company's business transactions and disposition of assets, and shall have internal controls to provide assurance to the company's board and shareholders that the transactions are accurate and legitimate. All required information shall be accessible to company auditors and other authorised parties and government agencies.There shall be no willful omissions of any company transactions from the books and records, no advance-income recognition and no hidden bank account and funds.
Any willful, material misrepresentation of and / or misinformation on the financial accounts and reports shall be regarded as a violation of the Code, apart from inviting appropriate civil or criminal action under the relevant laws. No employee shall make, authorise, abet or collude in an improper payment, unlawful commission or bribing.
Clause 3
Competition
A Tata company shall fully support the development and operation of competitive open markets and shall promote the liberalisation of trade and investment in each country and market in which it operates. Specifically, no Tata company or employee shall engage in restrictive trade practices, abuse of market dominance or similar unfair trade activities.
A Tata company or employee shall market the company's products and services on their own merits and shall not make unfair and misleading statements about competitors' products and services. Any collection of competitive information shall be made only in the normal course of business and shall be obtained only through legally permitted sources and means.
Clause 4
Equal opportunities employer
A Tata company shall provide equal opportunities to all its employees and all qualified applicants for employment without regard to their race, caste, religion, colour, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin or disability.
Human resource policies shall promote diversity and equality in the workplace, as well as compliance with all local labour laws, while encouraging the adoption of international best practices.
Employees of a Tata company shall be treated with dignity and in accordance with the Tata policy of maintaining a work environment free of all forms of harassment, whether physical, verbal or psychological. Employee policies and practices shall be administered in a manner consistent with applicable laws and other provisions of this Code, respect for the right to privacy and the right to be heard, and that in all matters equal opportunity is provided to those eligible and decisions are based on merit.
Clause 5
Gifts and donations
A Tata company and its employees shall neither receive nor offer or make, directly or indirectly, any illegal payments, remuneration, gifts, donations or comparable benefits that are intended, or perceived, to obtain uncompetitive favours for the conduct of its business. The company shall cooperate with governmental authorities in efforts to eliminate all forms of bribery, fraud and corruption.
However, a Tata company and its employees may, with full disclosure, accept and offer nominal gifts, provided such gifts are customarily given and / or are of a commemorative nature. Each company shall have a policy to clarify its rules and regulations on gifts and entertainment, to be used for the guidance of its employees.
Clause 6
Government agencies
A Tata company and its employees shall not, unless mandated under applicable laws, offer or give any company funds or property as donation to any government agency or its representative, directly or through intermediaries, in order to obtain any favourable performance of official duties. A Tata company shall comply with government procurement regulations and shall be transparent in all its dealings with government agencies.
Clause 7
Political non-alignment
A Tata company shall be committed to and support the constitution and governance systems of the country in which it operates.
A Tata company shall not support any specific political party or candidate for political office. The company's conduct shall preclude any activity that could be interpreted as mutual dependence / favour with any political body or person, and it shall not offer or give any company funds or property as donations to any political party, candidate or campaign.
Clause 8
Health, safety and environment
A Tata company shall strive to provide a safe, healthy, clean and ergonomic working environment for its people. It shall prevent the wasteful use of natural resources and be committed to improving the environment, particularly with regard to the emission of greenhouse gases, and shall endeavour to offset the effect of climate change in all spheres of its activities.
A Tata company, in the process of production and sale of its products and services, shall strive for economic, social and environmental sustainability.
Clause 9
Quality of products and services
A Tata company shall be committed to supply goods and services of world-class quality standards, backed by after-sales services consistent with the requirements of its customers, while striving for their total satisfaction. The quality standards of the company's goods and services shall meet applicable national and international standards.
A Tata company shall display adequate health and safety labels, caveats and other necessary information on its product packaging.
Clause 10
Corporate citizenship
A Tata company shall be committed to good corporate citizenship, not only in the compliance of all relevant laws and regulations but also by actively assisting in the improvement of quality of life of the people in the communities in which it operates. The company shall encourage volunteering by its employees and collaboration with community groups.
Tata companies are also encouraged to develop systematic processes and conduct management reviews, as stated in the Tata 'corporate sustainability protocol', from time to time so as to set strategic direction for social development activity.
The company shall not treat these activities as optional, but should strive to incorporate them as an integral part of its business plan.
Clause 11
Cooperation of Tata companies
A Tata company shall cooperate with other Tata companies including applicable joint ventures, by sharing knowledge and physical, human and management resources, and by making efforts to resolve disputes amicably, as long as this does not adversely affect its business interests and shareholder value.
In the procurement of products and services, a Tata company shall give preference to other Tata companies, as long as they can provide these on competitive terms relative to third parties.
Clause 12
Public representation of the company and the Group
The Tata group honours the information requirements of the public and its stakeholders. In all its public appearances, with respect to disclosing company and business information to public constituencies such as the media, the financial community, employees, shareholders, agents, franchisees, dealers, distributors and importers, a Tata company or the Tata group shall be represented only by specifically authorised directors and employees. It shall be the sole responsibility of these authorised representatives to disclose information about the company or the Group.
Clause 13
Third party representation
Parties which have business dealings with the Tata group but are not members of the Group, such as consultants, agents, sales representatives, distributors, channel partners, contractors and suppliers, shall not be authorised to represent a Tata company without the written permission of the Tata company, and / or if their business conduct and ethics are known to be inconsistent with the Code.
Third parties and their employees are expected to abide by the Code in their interaction with, and on behalf of, a Tata company. Tata companies are encouraged to sign a non-disclosure agreement with third parties to support confidentiality of information.
Clause 14
Use of the Tata brand
The use of the Tata name and trademark shall be governed by manuals, codes and agreements to be issued by Tata Sons. The use of the Tata brand is defined in and regulated by the Tata Brand Equity and Business Promotion agreement. No third party or joint venture shall use the Tata brand to further its interests without specific authorisation.
Clause 15
Group policies
A Tata company shall recommend to its board of directors the adoption of policies and guidelines periodically formulated by Tata Sons.
Clause 16
Shareholders
A Tata company shall be committed to enhancing shareholder value and complying with all regulations and laws that govern shareholder rights.The board of directors of a Tata company shall duly and fairly inform its shareholders about all relevant aspects of the company's business, and disclose such information in accordance with relevant regulations and agreements.
Clause 17
Ethical conduct
Every employee of a Tata company, including full-time directors and the chief executive, shall exhibit culturally appropriate deportment in the countries they operate in, and deal on behalf of the company with professionalism, honesty and integrity, while conforming to high moral and ethical standards. Such conduct shall be fair and transparent and be perceived to be so by third parties.
Every employee of a Tata company shall preserve the human rights of every individual and the community, and shall strive to honour commitments.
Every employee shall be responsible for the implementation of and compliance with the Code in his / her environment. Failure to adhere to the Code could attract severe consequences, including termination of employment.
Clause 18
Regulatory compliance
Employees of a Tata company, in their business conduct, shall comply with all applicable laws and regulations, in letter and spirit, in all the territories in which they operate. If the ethical and professional standards of applicable laws and regulations are below that of the Code, then the standards of the Code shall prevail.
Directors of a Tata company shall comply with applicable laws and regulations of all the relevant regulatory and other authorities. As good governance practice they shall safeguard the confidentiality of all information received by them by virtue of their position.
Clause 19
Concurrent employment
Consistent with applicable laws, an employee of a Tata company shall not, without the requisite, officially written approval of the company, accept employment or a position of responsibility (such as a consultant or a director) with any other company, nor provide freelance services to anyone, with or without remuneration. In the case of a full-time director or the chief executive, such approval must be obtained from the board of directors of the company.
Clause 20
Conflict of interest
An employee or director of a Tata company shall always act in the interest of the company, and ensure that any business or personal association which he / she may have does not involve a conflict of interest with the operations of the company and his / her role therein. An employee, including the executive director (other than independent director) of a Tata company, shall not accept a position of responsibility in any other non-Tata company or not-for-profit organisation without specific sanction.
The above shall not apply to (whether for remuneration or otherwise):
a) Nominations to the boards of Tata companies, joint ventures or associate companies.
b) Memberships / positions of responsibility in educational / professional bodies, wherein such association will benefit the employee / Tata company.
c) Nominations / memberships in government committees / bodies or organisations.
d) Exceptional circumstances, as determined by the competent authority.
Competent authority, in the case of all employees, shall be the chief executive, who in turn shall report such exceptional cases to the board of directors on a quarterly basis. In case of the chief executive and executive directors, the Group Executive Council shall be the competent authority.
An employee or a director of a Tata company shall not engage in any business, relationship or activity which might conflict with the interest of his / her company or the Tata group. A conflict of interest, actual or potential, may arise where, directly or indirectly…
a) An employee of a Tata company engages in a business, relationship or activity with anyone who is party to a transaction with his / her company.
b) An employee is in a position to derive an improper benefit, personally or to any of his / her relatives, by making or influencing decisions relating to any transaction.
c) An independent judgement of the company's or Group's best interest cannot be exercised.
The main areas of such actual or potential conflicts of interest shall include the following:
a) An employee or a full-time director of a Tata company conducting business on behalf of his / her company or being in a position to influence a decision with regard to his / her company's business with a supplier or customer where his / her relative is a principal officer or representative, resulting in a benefit to him / her or his / her relative.
b) Award of benefits such as increase in salary or other remuneration, posting, promotion or recruitment of a relative of an employee of a Tata company, where such an individual is in a position to influence decisions with regard to such benefits.
c) The interest of the company or the Group can be compromised or defeated.
Notwithstanding such or any other instance of conflict of interest that exist due to historical reasons, adequate and full disclosure by interested employees shall be made to the company's management. It is also incumbent upon every employee to make a full disclosure of any interest which the employee or the employee's immediate family, including parents, spouse and children, may have in a family business or a company or firm that is a competitor, supplier, customer or distributor of or has other business dealings with his / her company.
Upon a decision being taken in the matter, the employee concerned shall be required to take necessary action, as advised, to resolve / avoid the conflict.
If an employee fails to make the required disclosure and the management of its own accord becomes aware of an instance of conflict of interest that ought to have been disclosed by the employee, the management shall take a serious view of the matter and consider suitable disciplinary action against the employee.
Clause 21
Securities transactions and confidential information
An employee of a Tata company and his / her immediate family shall not derive any benefit or counsel, or assist others to derive any benefit, from access to and possession of information about the company or Group or its clients or suppliers that is not in the public domain and, thus, constitutes unpublished, price-sensitive insider information.
An employee of a Tata company shall not use or proliferate information that is not available to the investing public, and which therefore constitutes insider information, for making or giving advice on investment decisions about the securities of the respective Tata company, Group, client or supplier on which such insider information has been obtained.
Such insider information might include (without limitation) the following:
Acquisition and divestiture of businesses or business units.
Financial information such as profits, earnings and dividends.
Announcement of new product introductions or developments.
Asset revaluations.
Investment decisions / plans.
Restructuring plans.
Major supply and delivery agreements.
Raising of finances.
An employee of a Tata company shall also respect and observe the confidentiality of information pertaining to other companies, their patents, intellectual property rights, trademarks and inventions; and strictly observe a practice of non-disclosure.
Clause 22
Protecting company assets
The assets of a Tata company shall not be misused; they shall be employed primarily and judiciously for the purpose of conducting the business for which they are duly authorised. These include tangible assets such as equipment and machinery, systems, facilities, materials and resources, as well as intangible assets such as information technology and systems, proprietary information, intellectual property, and relationships with customers and suppliers.
Clause 23
Citizenship
The involvement of a Tata employee in civic or public affairs shall be with express approval from the chief executive of his / her company, subject to this involvement having no adverse impact on the business affairs of the company or the Tata group.
Clause 24
Integrity of data furnished
Every employee of a Tata company shall ensure, at all times, the integrity of data or information furnished by him / her to the company. He / she shall be entirely responsible in ensuring that the confidentiality of all data is retained and in no circumstance transferred to any outside person / party in the course of normal operations without express guidelines from or, the approval of the management.
Clause 25
Reporting concerns
Every employee of a Tata company shall promptly report to the management, and / or third-party ethics helpline, when she / he becomes aware of any actual or possible violation of the Code or an event of misconduct, act of misdemeanour or act not in the company's interest. Such reporting shall be made available to suppliers and partners, too.
Any Tata employee can choose to make a protected disclosure under the whistleblower policy of the company, providing for reporting to the chairperson of the audit committee or the board of directors or specified authority. Such a protected disclosure shall be forwarded, when there is reasonable evidence to conclude that a violation is possible or has taken place, with a covering letter, which shall bear the identity of the whistleblower.
The company shall ensure protection to the whistleblower and any attempts to intimidate him / her would be treated as a violation of the Code.
Sustainability: Approach & Reports
Approach:
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In accordance with this, it plays an active role in community development, serving rural communities adjacent to its manufacturing locations.
Tata Motors believes in technology for tomorrow. Our products stand testimony to this. Our annual expenditure on R&D is approximately 2% of our turnover. We have also set up two in-house Engineering Research Centres that house India's only Certified Crash Test Facility. We ensure that our products are environmentally sound in a variety of ways. These include reducing hazardous materials in vehicle components, developing extended life lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has been making conscious effort in the implementation of several environmentally sensitive technologies in manufacturing processes. The Company uses some of the world's most advanced equipment for emission check and control.
Tata Motors concern is manifested by a dual approach:
Reduction of environmental pollution and regular pollution control drives
Restoration of ecological balance.
Reducing Pollution:
Tata Motors has been at the forefront of the Indian automobile industry's anti-pollution efforts by introducing cleaner engines. It is the first Indian Company to introduce vehicles with Euro norms well ahead of the mandated dates. Tata Motors' joint venture with Cummins Engine Company, USA, in 1992, was a pioneering effort to introduce emission control technology for India. Over the years, Tata Motors has also made investments in setting up of an advanced emission-testing laboratory.
With the intention of protecting the environment, Tata Motors has upgraded the performance of its entire range of four and six cylinder engines to meet international emission standards. This has been accomplished with the help of world-renowned engine consultants like Ricardo and AVL. These engines are used in Tata Motors vehicles in the Indian market, as well as in over 70 export markets.
Tata Motors is constantly working towards developing alternative fuel engine technologies. It has manufactured CNG version of buses and followed it up with a CNG version of its passenger car, the Indica.
Restoring Ecological Balance
Tata Motors has set up effluent treatment facilities in its plants, to avoid release of polluted water into the ecosystem. In Pune, the treated water is conserved in lakes attracting various species of birds from around the world thus turning the space into a green belt.
Tree plantation programmes involving villagers and Tata Motors employees, have turned acres of barren village green. Tata Motors has planted as many as 80,000 trees in the works and the township and more than 2.4 million trees have been planted in Jamshedpur region. Over half a million trees have been planted in the Pune region. Tata Motors has directed all its suppliers to package their products in alternate material instead of wood.
Resource Sustainability :
ELV Treatment & Recycling
India is a recycling society with many people making value out of the recovery of waste materials discarded from products at the end of their useful life. However, Europe and some other export markets have recognised that they have become a 'throwaway' society in recent decades, and are now introducing waste prevention regimes in different industry sectors to collect and recycle valuable resource rather than it ending up in landfill.
For the Automotive sector, regulators point responsibility for this issue to vehicle producers and operators in the scrap car recovery industry. In Europe the scrap car issue is driven by the End-of-Life Vehicle (ELV) Directive which sets dismantler standards to safely drain and recycle fluids as part of vehicle disposal; and sets targets to recover metal and non-metallic material.
Tata Motors has taken these responsibilities seriously and already meets EU product design requirements such as: compliance to ELV heavy metals and other hazardous substance restrictions; and material code marking of plastic and rubber parts to aid economic recycling towards targets.
A major issue for India is the lack of a specialised scrap car collection, treatment, dismantling and recovery infrastructure. Europe has had a century to develop their scrap car industry network but in the year 2000 still required the ELV Directive to make operator standards provide environmentally sound treatment, recycling and disposal of cars. Tata Motors is participating in Government consultations to ensure the Indian scrap car infrastructure is developed to meet sensible environmental standards from the outset.
SWOT ANALYSIS:
STRENTH
Brand Name & Indian Origin
Good performance in the commercial segment
Completely Indian Origin
WEAKNESS
Issues with Service
Limited products in the personal Segment.
OPPORTUNITY
Fast Growing Personal Segment in the Lucknow Market specially the A2 Segment.
New Launches made by TATA
THREATS
Competitors.
Competitors Products in the Lucknow Market in A2 Segment:
Major Competitors in the Lucknow market for the A2 segment are:
Hyundai:
I 20 Elite:
EXTERIORS:
wept-back, elongated headlamps and long flowing character lines are signature elements of the "Fluidic sculpture 2.0" design theme.
Interiors:
The new i20 sets new premium standards in interior design, proving once again why leadership in compact car design has been foundation of Hyundai's reputation.
PERFORMANCE:
The new Elite i20 engines and transmissions boast major engineering improvements and incorporate exotic new technologies for minimal fuel consumption and more power.
Safety:
Hyundai engineers were uncompromising in designing the 2014 Elite i20 active and passive safety systems.
CONVENIENCE:
A private oasis of comfort and relaxation, the new i20 offers every amenity and convenience you'd expect.
Ford Figo:
Kinetic Design
The large hexagonal lower grille, sloping roofline, big day-light opening and sculpted side panels give the Figo its signature look. Adding to this, the planted, sure footed stance and wide, muscular look inspire confidence and imply safety.
Best-in-Class Ride and Handling
The Ford Figo has well-engineerd steering for better sense of control and the ride is comfortable without compromising on body roll and handling along with the steering.
-Light and precise steering for better control
-Optimized suspension for comfortable ride
-Swift movements and controls that provides better driving experience.
Smart Programmable Remote Key
this allows you to program your key to unlock all four doors or just the driver's door. You can also open the boot through a button on the key.
Intelligent Central Locking
Drive Away Locking ensures that all doors are secured on movement. Auto relocking and crash unlocking ensure security and safety.
Responsive Engine:
Figo's 1.2L Duratec Petrol Engine is finely tuned for in-city driving. Its higher low-end torque makes the vehicle very responsive, ensuring great drivability and performance.
Figo's 1.4L Duratorq Diesel Engine with a formidable reputation of durable performance at low speeds, even as it offers high end performance.
Volkswagen Polo:
Performance:
TDI
The TDI badge identifies all the Group's diesel-powered models featuring diesel direct injection and a turbocharger. Characteristic features of the TDI engines are fuel economy, low emissions, high pulling power (torque) and outstanding power efficiency. Functionality: A turbocharger supplies the engine with fresh air, thereby providing optimum cylinder charging. After compression, the diesel is injected directly into the cylinders at very high pressure by way of a nozzle. Effective engine encapsulation keeps noise to a minimum, while hydraulic engine mounts ensure smooth, low-vibration running.
Tiptronic
Automatic transmissions with Tiptronic, have all the advantages and technical features of the automatic transmission. Tiptronic allows the driver to override the automatic mode by moving the lever into a second (Tiptronic) shift gate. Here, the gears are arranged one after the other as in a motorcycle or racing car sequential gearbox. In other words, changing up is achieved by pushing the gear lever forwards, and changing down by pulling the gear lever backwards. Tiptronic provides the convenience of an automatic and the driving enjoyment and sportiness of a manual gearbox. Safety, e.g. when overtaking,is provided by the automatic change-up feature when the engine speed limit is reached. The sporty driver benefits from changing down and using the engine for braking before a bend or when climbing hills.
DSG:
The DSG transmission is a system composed of two common transmissions, with two clutches for two input shafts. When driving in a particular gear, the electronics automatically pre-select the next upper/lower gears depending on the engine load. Therefore, shifting between gears happens instantly, and in absence of loss of engine power during gear change, gives it a seamless character. This reduces noise levels and provides for smooth gearshifts.
Auto Hold:
The Auto Hold function in Volkswagen's new Passat is an extension of the electronic parking brake. The Auto Hold function prevents the vehicle from rolling away accidentally when standing still or when setting off. In this way Auto Hold offers the ultimate in convenience and comfort when driving or setting off, along with enhanced safety. The system is operated via the ABS/ESP hydraulic unit. When the vehicle brakes to a standstill, Auto Hold retains the last-applied braking pressure. The driver can take his/her foot from the brake pedal and all four wheel brakes will remain on. If the ABS wheel speed sensors detect any rolling, the braking force is automatically increased until the vehicle comes to a standstill again. This may be the case if, for example, the driver brakes gently to a stop on an incline. As soon as the driver presses the accelerator again and, in the case of manual gearboxes, releases the clutch, Auto Hold reduces the braking pressure once more. For safety reasons, the function always has to be reactivated by means of a button to the left of the gear lever when the engine has been switched off.
TSI:
Our TSI technology, a combination of maximum power coupled with minimum consumption, is nothing short of revolutionary. A pioneering technology, it employs a compact, high powered engine resulting in less consumption of fuel.
Its unique Direct Petrol Injection combined with a turbocharger enhances the engine's combustion efficiency to deliver a power output, much higher than that of conventional engines. Designed to deliver maximum torque even from low engine speeds, TSI technology offers the twin benefit of not only increasing your driving pleasure, but also reducing fuel consumption significantly.
Awarded the International Engine of the Year as well as the Best Green Engine awards, TSI technology is ever-evolving, with even further improvements in the pipeline.
Comfort:
12 Way Seat With Memory
The 12-way adjustable seat ensures fatigue-free travel comfort - even on long journeys. This feeling of well-being is achieved by finding an ideal sitting position suited to each individual occupant. To this end, the seats feature multi-way adjustment, allowing them to be adapted to any stature. The lumbar support integrated into the backrest relieves the strain on the spinal column and prevents discomfort arising as a result of poor posture, cramps or existing back problems. The seat's exemplary ergonomic qualities have been awarded the seal of quality by the German Healthy Back Campaign. The electrical operation permits convenient, smooth adjustment of seat height, seat cushion length, seat inclination, backrest angle and the lumbar support.
3 Memory Option
The seats in The Passat are equipped with electrical adjustment for the fore/aft position, seat height, lumbar support, seat and backrest angle, as well as the door mirrors. In the Volkswagen Phaeton and Touareg, the head restraint height, belt height and steering wheel position are also electrically adjustable. If the vehicle is unlocked via the remote control, the memory function on the key for seat, mirror and steering wheel settings is immediately activated. All individual settings can be memorised for three people and operated at the press of a button.
Electric Sunroof:
The photovoltaic elements incorporated in the sunroof under glass produce an electrical current even at the lowest levels of solar radiation, and thus provide power for the fan in the vehicle. In spite of the ignition being switched off, this continuously supplies fresh air to the interior, and the temperature level in the vehicle can be reduced by up to 50 percent as a result of the air - which is cleaned by dust and pollen filters - flowing in from the outside. This type of ventilation does not place a load on the vehicle battery. This preliminary cooling enables the air-conditioning system to reduce the internal temperature to the required level more quickly, with low energy consumption and little use of the fan.
Multifunction Display:
The multi-function display located directly in the driver's view is a compact information unit which ensures convenience and safety. The driver can take in important vehicle information at a glance and therefore devote his full attention to the road.
Steering Mounted Audio Control:
The driver can use the multifunction steering wheel to operate the audio system and the navigation system (if fitted) without having to take a hand off the wheel. The benefits of this are obvious: as the driver does not need to take a hand off the wheel to operate the systems, he is not unnecessarily distracted and can concentrate fully on the road. This is not only convenient, it also boosts safety.
Coming Home Leaving Home Lights
The surround lighting with "coming home" and "leaving home" function is an extremely handy feature. When leaving the vehicle, the low-beam headlights, the courtesy lights in the door mirror housings, the tail lights and number-plate illumination are switched off after a certain delay (coming home) and switched on when the driver unlocks the doors with the radio remote control (leaving home). The car's outside lights can thus be used to light the way to the front door or the vehicle in the dark. On the Volkswagen Phaeton, the time delay before the lights are switched off can be adjusted via the multifunction display - for example, to coincide with the amount of time it takes to walk between the vehicle and the house. The "coming home" function is fitted in other Volkswagen models too.
Cimatronis Air-conditioning:
The Climatronic air conditioning with 2-zone temperature control allows separate temperatures to be set for the driver and front passenger side. The maximum possible temperature difference is dictated by the size of the interior and the arrangement of the air vents. For example, a temperature difference of 2°C can be achieved.
Safety:
Front & Rear Parking Sensors
Park distance control is a parking aid to warn of the distance from obstacles at the front and rear. A repeated warning signal tells the driver how far the vehicle is from the obstacle. As the gap decreases, the frequency of the acoustic signal increases. Itbegins signalling whenthe vehicle is 1.60 metres from the obstacle. When only 20 centimetres of manoeuvring room remains, the warning sound becomes continuous. The system operates through up to 12 ultrasonic sensors mounted in the front and rear bumpers. The sensors emit and receive pulses in the 40,000 Hz range. When a pulse contacts an obstacle, it is reflected. The sensor records the echo. The electronic evaluation system calculates the distance between the obstacle and the vehicle from the time lag between the pulse and the echo. The parking distance control at the front can be switched off to adjust to particular traffic situations, such as in stop and go traffic. The rear ParkPilot unit is automatically switched on when the reverse gear is engaged.
Airbags
Airbags combine with the seat belts to reduce the risk of severe head and chest injuries in collisions with a certain severity. If the crash sensors register an impact that exceeds the value needed to trigger the airbags, the airbag control ignites the gas generator. This inflates the airbags, which are located in the steering wheel and the dashboard in front of the front-seat passenger within 30 to 40 milliseconds. When inflated, these airbags cushion the head and upper body and distribute the resulting loads over as large an area as possible. Just 120 milliseconds later, the gas escapes and the airbag collapses. Reducing the amount of head and neck movement helps to reduce the risk of injury. A moreadvanced version of the conventional system featuring two-stage deployment of the front airbags can be found, for example, onthe VolkswagenPhaeton. The carefully defined inflation of the airbags in two stages, depending on the severity of the impact, is designed to reduce the load placed on the driver and front passenger in the event of an accident. However, optimum protection can only be achieved if the occupants are properly wearing their seat belts, as the airbags and the seat belt tensioners together form a finely tuned safety system. In addition to the front airbags, side airbags and a head airbag system are also available.
ABS/ESP
The anti-lock braking system prevents the wheels from locking up during an emergency stop or when braking on a slippery surface, ensuring that drivers are still able to steer the vehicle. When the wheels lock up, they are no longer able to transmit cornering forces, meaning that the driver loses control of the vehicle. To prevent this from happening, the ABS control unit uses wheel speed sensors to monitor the rotational speed of all of the vehicle's wheels. If there is a risk of a wheel locking up, a solenoid valve in the anti-lock braking system's central control unit reduces the brake pressure applied at the wheel in question until it starts to rotate freely again. The pressure is subsequently increased to the lock-up threshold again. The vehicle remains stable and controllable. On the latest anti-lock braking systems,as fitted on all Volkswagen models, this process is repeated several times a second. The driver knows when the anti-lock braking system isat work becausethe brake pedal pulsates slightly. Within the anti-lock braking system's scope of operation, the vehicle can be steered without difficulty, even when braking at full power, allowing the driver to take evasive action to avoid colliding with any obstacles in the road ahead. The "off-road" ABS function featured in the Touareg is a special algorithm programmed into the ABS control unit which is activated automatically only when driving in extreme off-road terrain (vehicle must be travelling at less than 5 km/h with the centre differential locked, for instance). With "off-road" ABS, the wheels can lock up briefly before the system reduces the brake pressure. This allows time for a small wedge of material from the ground (such as gravel or sand) to build up in front of the wheels, which then increases the braking effect. The Touareg remains steerable at all times while stopping distance is significantly shorter.
Anti Theft Warning With Interior Survelliance
In order to protect against theft, more and more vehicles are being equipped with systems that are primed and deactivated again by means of a coded radio remote control and sound an audible alarm when unauthorised entry is detected by contactson the doors, engine compartment and luggage compartment or by ultrasonic motionsensors or current consumers in the vehicle's interior. The ultrasonic system also detects attempted vehicle entry through a broken window.
Maruti Suzuki Swift:
Comfort:
The New Swift's interiors have taken premiumness to a whole new level.
With a thoughtful design that makes every exciting drive comfortable too.
Trendy Premium Interiors
60:40 Split Seat
Push Start Button
Multi-information LCD Display
Audio System with Bluetooth Console
Steering Mounted Illuminated Audio Controls
Multiple Storage Space
Additional Reading Light/Map Lamp
Tilt Steering
Super comfortable Deep-Bucket Front Seats
Driver Seat Height Adjuster
Automatic Climate Control
Safety:
It's thrilling. It's exciting. And it's responsible.
The New Swift is loaded with safety features that makes your every ride worry-free.
Superior Dual SRS Airbags
New-gen ABS with Motor Speed Regulation System
Reverse Parking Sensor
Boost Assist System (BAS) Braking
Features:
LXi
LXi(O)/LDi
VXi/VDi
ZXi/ZDi
Reverse parking sensor
No
No
No
Yes
Rear door child locks
Yes
Yes
Yes
Yes
Front head restraint
Yes
Yes
Yes
Yes
Rear seat head restraint
Yes
Yes
Yes
Yes
Dual horn
Yes
Yes
Yes
Yes
Driver and passenger airbags
No
No
No
Yes
New gen. ABS with EBD
No
No
Only in Vdi
Yes
Brake assist
No
No
Only in Vdi
Yes
Front seat belts-3 point ELR
Yes
Yes
Yes
Yes
Rear seat belts-sides 3 point ELR, middle lap belt
Yes
Yes
Yes
Yes
Security alarm system
No
Yes
Yes
Yes
High mounted stop lamp
Yes
Yes
Yes
Yes
Side door impact beams
Yes
Yes
Yes
Yes
iCATS
Yes
Yes
Yes
Yes
TATA's Offerings in the A2 Segment:
TATA BOLT:
Features of Bolt:
First time ever* MULTI-DRIVE : SPORT " ECO " CITY
Revotron 1.2 turbocharged MPFi petrol engine
Generation next safety with 9th gen ABS by BOSCH , corner stability control and dual airbags
Segment superior space and comfort
Connectnext touchscreen infotainment by Harman
Peroformance:
Power makes a revolutionary statement with India's first 1.2L turbocharged MPFi petrol engine which delivers peak torque of 140 Nm @1500 - 4000 RPM and max power of 90 PS @ 5000 RPM.
The modern water-cooled turbo-charger, with its low inertia wheel, provides a faster response for a flat, seamless segment-highest torque density, which is kicked in at very low RPM and delivered over a wide range of revolutions, feeding the vehicle with raw power continuously. This translates into a better drive experience and enhanced maneuverability on city roads as well as highways.
The most striking aspect of Revotron 1.2T is the turbocharging. To help achieve best-in-class** power and torque, TML tied up with Honeywell Technologies# for consultation and development of the turbocharger being used in the engine. Adrenalin rush is guaranteed with the turbo charged performance of Revotron 1.2T
Diesel:
Feel the adrenaline rush with one of India's most popular diesel engine which delivers a raw power of 75 PS for an exceptional performance and refined driving experience.
SAFETY:
GENERATION NEXT SAFETY - 9THGEN ABS BY BOSCH WITH EBD AND CSC
The advanced ABS (Anti-Lock Braking System) with EBD (Electronic brake-force distribution) and CSC (Corner stability Control) ensures your safety in case of emergency braking by sensing the wheel speed, and prevents wheel lock-up while braking, thus maintaining directional control. CSC further improves safety while negotiating tight corners
Dual Airbags:
Travel safe with the advanced dual airbags that cushion the impact to protect the driver and front passenger in an unexpected event of a frontal collision.
Speed Sensing Auto Lock:
You can drive around with confidence, knowing that everyone in the Bolt is safe, as the active speed-sensing auto door locks instantly lock all doors when the car is in motion.
Smart rear Wiper:
Now, you do not need to worry about reversing the car during the rains. Simply turn on the wipers, shift to reverse gear and the smart rear wiper ensures utmost clarity of the rear wind-shield.
COMFORT:
CLASS LEADING* CABIN SPACE:
You haven't experienced comfort until you have experienced the expansive cabin room offered by the Bolt. With class leading* cabin space, drives feel even more comfortable and spacious.
Infotainment:
FIRST-IN-CLASS* FULLY AUTOMATIC AC WITH CONTROLS ON THE TOUCHSCREEN
Go miles stress free and let the Bolt take care of your comfort. With first-in-class* touch controlled FATC, your car temperature is regulated automatically for utmost comfort. The specially designed AC vents allow for faster, efficient cooling throughout the cabin, making sure that the summer heat never gets to you
BODY HUGGING RUGBY SHOULDER SEATS
You will never feel like stepping out of the Bolt courtesy the body hugging rugby shoulder seats. The wide seats ensure you get better back support, so you stay comfortable and completely stress free as you zoom down the street.
CHAPTER- 3
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY
A methodology is usually a guideline system for solving a problem, with specific components such as phases, tasks, methods, techniques and tools.
The Research Methodology Adopted is both Primary and Secondary Data .
Primary data is collected by:
Information collected by distribution of Questionnaire
Secondary Data is collected by the websites of the organisation.
The sample size taken for my survey is of 100 respondents.
CHAPTER – 4
FINDINGS, CONCLUSIONS AND RECOMMENDATIONS
FINDINGS
Majorityof the customers are using Maruti Vehicles. Out of the sample taken for the survey, 44% of the respondents are using Maruti Vehicles customers were not satisfied with the after sales service of Tata Motors.
Most of the customers are looking forward to buy a hatchback car and the reason given by the customers s the increasing traffic in the local area and also hatchbacks are easy to drive and park. Customers also said thetthey feel a good driving pleasure in a hatchback car.
Majority of customers are looking forward for the features of safety and comfort rather than design.
People did not have a very good experience at the dealerships as the employees there were not sound with the product knowledge.
Majority of the customers had issues with the service of TATA Motors. Customers said that they are not satisfied by the service that TATA Motors offer.
Tata Motors needs to keep a proper check on the service on the dealerships.
RECOMMENDATIONS
TATA Motors should focus more on their service part which is a major factor based on which people buy any product and Tata Motors should focus more on practices which enhances the Customer Relationship with TATA Motors .
Tata Motors needs to focus on the after sales service of their products.
TATA Motors should try to focus more on the aspect of the service of the vehicles of the customers.
Tata Motors needs to focus more on the offers that they are giving to customers.
CONCLUSION
India has seen a wide growth in the automobile industry in the past 10-15 years. Various foreign players have also entered the domestic market.
Talking about the Lucknow market TATA Motor s has various competitors which includes Maruti Suzuki, ford Hyundai etc. TATA has a new launch in the A2 Segment as BOLT which has the capacity to make it's place in the market when there are so big players in the market. What needs to be done is to focus more on it's advertising and also how to make customers aware about it's new product and it's features.
CHAPTER 6
DATA ANALYSIS
& INTERPRETATION
Data Analysis
Ques 1: Are you using a four wheeler?
Yes: No:
If yes, of which brand?? _____________________
Ques 2: What type of car you are looking forward to ??
a: Hatchback b: Sedan c: UV
Ques 3:What are the features you look forward when you go to buy a car ?
A: Power b: Safety c: Design d: Comfort
Ques 4:How will you rate the Sales Interaction with the employees at the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very bad
Ques 5: Are you aware of all the products that Tata Motors Offers to the customers and the new launches offered by TATA ?
Yes: No:
Ques 6: With what other brands have you compared TATA'S BOLT ?
Ques 7: What is your opinion about the TATA'S BOLT ?
People generally have a neutral impression about Tata's bolt.
People were doubtful about the product as it was a new launch and it was not much spread in the market.
Ques 8: Why do you prefer the products of other manufacturers over Tata like Maruti, Hyundai?
People generally prefer vehicles of other brands because of:
Design
Performance
Features
Resale
Ques 9: What difference do you find the new and old products of tata ?
Customers said that they did not found much of difference between the old and new products of Tata.
Ques 10: What are the areas where Tata motors can improve?
Tata Motors needs to improve in the following areas:
Design
Safety features
ANNEXURE
(QUESTIONNAIRE)
QUESTIONNAIRE
Name:
Age:
Gender:
Occupation:
Annual Income:
Ques 1: Are you using a four wheeler?
Yes: No:
If yes, of which brand?? _____________________
Ques 2: What type of car you are looking forward to ??
a: Hatchback b: Sedan c: UV
Ques 3: What are the features you look forward when you go to buy a car?
A: Power b: Safety c: Design d: Comfort
Ques 4: How will you rate the Sales Interaction with the employees at the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very bad
Ques 5: Are you aware of all the products that Tata Motors Offers to the customers and the new launches offered by TATA ?
Yes: No:
Ques 6: With what other brands have you compared TATA'S BOLT ?
Maruti
Hyundai
Wolkswagen
Ford
Ques 7: What is your opinion about the TATA'S BOLT regarding :
Mileage___________________________________________
Performance_______________________________________
Features__________________________________________
Handling_________________________________________
Ques 8:Why do you prefer the products of other manufacturers over Tata like Maruti, Hyundai ??
_______________________________________________________
_______________________________________________________
Ques 9: What difference do you find the new and old products of tatain terms of :
Performance_______________________________________
Features__________________________________________
Handling_________________________________________
Ques 10: What are the areas where tata motors can improve ?
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________
BIBLIOGRAPHY
https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&sqi=2&ved=0CCoQFjAA&url=http%3A%2F%2Fwww.tatamotors.com%2F&ei=aWySVYGNEseeugTN9bWwAg&usg=AFQjCNHaixIymchmsPubbeqAouxgPsEyXA&bvm=bv.96783405,d.c2E
http://www.cardekho.com/carmodels
https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=21&cad=rja&uact=8&sqi=2&ved=0CIABEBYwFA&url=http%3A%2F%2Fwww.carwale.com%2Ftata-cars%2F&ei=aWySVYGNEseeugTN9bWwAg&usg=AFQjCNGEjfTqIoHmYn_ssghFLmYPYgxIUw&bvm=bv.96783405,d.c2E
https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=14&cad=rja&uact=8&sqi=2&ved=0CGYQFjAN&url=http%3A%2F%2Fauto.ndtv.com%2Ftata-cars%2Fbolt-hatchback&ei=8GySVYSHIomIuASog4SYDg&usg=AFQjCNFExXkp8DElmd8XHex-ZmRB_s09lg&bvm=bv.96783405,d.c2E
Booklets and brochures provided by TATA Motors.
