SERVICE MARKETING OF AUTOMOBILE INDUSTRY Presented ByPatel Dilip Ranj Ranjit it Ku Kumar mar Rupj Rupjyot yotii Bh Bhuya uyan n Suman Vasishta asishta Tapas apa s Talukda alu kdarr
INTRODUCTION The automo automotiv tivee indust industry ry designs designs,, devel develops, ops, manufac manufactur tures, es, markets, and sells motor vehicles, and is one of the world's most importan importantt economic economic sectors sectors by revenu revenue. e. resence P resence
of niche market
resence of global leaders P resence
HISTORY 1769- French engineer Nicholas J Cugnot Oliver Evans-
Steam Engine automobile in US
Karl Benz- Inventor of modern automobiles Modern Era- Standardization, computer aided design
TOP 10 AUTOMOBILE COMPANIES OF THE WOR LD-2009 1. Toyota 2. General Motors 3. Volkswagen 4. Ford 5. Hyundai Kia 6. PSA 7. Honda 8. Nissan 9. Fiat 10. Suzuki
AUTOMOBILE INDUSTRY IN INDIA Turnover of Automobile Manufacturers( In USD Million) Year
In
USD Million
2002-03
14,880
2003-04
16,544
2004-05
20,896
2005-06
27,011
2006-07
34,285
Seventh largest in the world First car- 1897 Chennai- Detroit Of India- 60% of India¶s
exports
Tata Motors, Maruti Suzuki, Mahindra and Mahindra Entry
of Japanese companies
Export
to UK, Italy, Germany,
Netherlands
& South Africa
AUTOMOBILE MANUFACTURERS I
DIA
A
DS
FOR EIGN BRANDS
Force
Volvo
Hindustan Motors
Mercedes Benz
Tata Motors
Hino
Premier
Tatra
AMW
ECONOMIC
SIGNIFICANCE
Optimum utilization of steel and
rubber output Largest single consumer
of machine tools. Technological advances Highway construction Growth of truck transportation
SOCIAL SIGNIFICANCE Mobility Changing in individual¶s lifestyle Impact
on social customs
Growth of shopping malls Credit installment buying Purchase of consumer oods
TASK Interview Service marketing department to understanda) What services are they offering to the customers? b) How are they trying to differentiate their service offer from their competitors?
MARUTI SUZUKI Pratham Motors Pvt Ltd--Division
of Maruti Suzuki Subsidiary of Suzuki Motor Corporation of Japan India's largest passenger car company Accounting for majority of the domestic car market. 14 brands 150 variants Importance to customer delight 48 % market share 24 hours services- toll free number
SERVICES R ENDER ED TO CUSTOMERS Sales service After sales service ±
Quick reply
±
Insurance claim
Driving facility to all dealers Presence of 9 dealers in Bangalore
No.
R EASONS FOR CUSTOMER PR EFER ENCE
1 Company among Fortune 500 in
India.
World wide 7/8 position. Tied up with Wipro, Infosys, IBM, Microsoft. Maruti has some special discount scheme which are categorized into 3 types ±
Diamond
±
Ruby
±
Emerald
Special Schemes
PRODUCT DIFFER ENTIATION Liener
---(Low maintenance)
Minier ---(More mileage) Fitter
----(Cost of ownership is less)
BAJAJ AUTO LIMITED SS Motors-Service outlet of Bajaj Auto Limited Started by a Rajasthani merchant on November
29th 1945
M/s Bachraj Trading Corporation Pvt Ltd Forbes Global 2000 list for the year
2005 ranked Bajaj Auto at 1946. Company worth- more than US$ 1.5billion Headed by Rahul Bajaj Operations in 50 countries
LIST
OF BAJAJ AUTO PRODUCTS
Current productionXCD
Platina Discover Pulsar Avenger Motorcycles for other manufacturers-
Kawasaki Ninja 250R Yamaha YZF-R15 (Unsure), New
for 2011- the KTM Duke 125,
Cars- Bajaj ULC ultra-low-cost car.
SERVICES R ENDER ED Insurance After sales services Repairs and spare parts Servicing for all types of bikes Wash and Polish bikes
R EASONS FOR CUSTOMER PR EFER ENCE Skilled mechanics Knowledgeable workforce Hygienic workplace Easily accessible Technically sound Friendly behavior Authorized services Fully automated service
PRODUCT DIFFER ENTIATION Completely automated Call Breakdown services- 9.00 am- 9.00 pm Deals in all sorts of two wheeler services
FUTUR E GROWTH PROSPECTS India,
sourcing base for global auto majors. Passenger car and motorcycle segment is set to grow by 8-9%. The two-wheeler segment will clock 11.5% rise by 2014. Commercial vehicle to grow by 5.2 per cent. Estimated component market size is US$ 6.7 bn. Rise in Income levels
CONCLUSION It
has been estimated that by 2022, India will overtake Japan in the automobile industry The automotive industry currently faces huge challenges. o
Technological paradigm
o
Volume production
o
Increasing
regulatory and social
pressures Sustainability of its products Methods of production.
Q UESTIONS
