Internship Report on Suzuki Gujranwala motors

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SUZUKI GUJRANWALA MOTORS

Submitted To: Prof. Dr. Ehsan Malik Submitted By:

AbdulRehman

BB09025

Session

2009-2013

Department of Business Administration

University of the Punjab Gujranwala Campus Date of submission:

August 26, 2013

University of the Punjab Gujranwala Campus

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Executing Summary

Suzuki Gujranwala motor has successfully managed the operations of all departments. I would like to highlight the sales, parts and service department's contribution by which the company has occupied a distinctive position in the market. Being the only dealership in the Gujranwala region the company is surrounding by intense competition but co-ordination of all departments and top management's commitments proves the customers caring claims to in real sense. During my internship period, I instigated the practice which I studied in my course and found so much relevance between the practical scenario and theoretical rules. Suzuki Gujranwala motors emphasis on the standers which are set by the business management management sciences so the examples examples can be found in the operation of all departments departments particularly in sales and customer customer care side. side.


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Acknowledgements

I would start this report by saying that ALLAH Almighty has graced me with enough energy to work in this period and complete this report. First Of All I would acknowledge my Parents who encouraged me to do (BBA).Their Prayers enable me to complete this report. I would really acknowledge my Teacher Mr. Yousaf Bajwa. Who provided me opportunity to work on this report. He really encourages me to complete this report in a very short period of time & provided me helpful Material Regarding this project.


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DEDICATION

I would like to dedicate this report to my most dear parents and respected teachers who guided me through my studying carrier and still doing their best for me. To be here in this institution at this level, I am just because of my parents, especially their training, guidance, love, affection and motivation. I pray that I can serve my parents as best as I can.

Parent’s

“

B l essi n gs are ar e Our Ou r M ost ost Val V alu u able Assets”


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Introduction of the Organization

Brief History: Pak Suzuki Motor Company Limited was formed as a joint venture between

Pakistan Automobile Corporation and Suzuki Motor Corporation (SMC) Japan. The Company was incorporated as a public limited company in August 1983 and started commercial operations in January 1984. The initial share holding of SMC was 12.5% which was gradually increased to 73.09%.Pak Suzuki is pioneer in Automobile Business having the most modern and the largest manufacturing facilities in Pakistan with an Annual production capacity of 150,000 vehicles. The vehicles produced include cars, small vans, Pickups, Cargo vans and Motorcycle.

Pak

Suzuki

holds

more

than

50%

Market

Share.

Following the aggressive policy of Indigenization, Suzuki vehicles have a healthy local content up to 72%. This was made mad e possible by strong support of our vendors. Pak Suzuki has the largest Dealers network offering 3S (Sales, Service and Spare Parts) facilities across Pakistan. Caring for the Environment Pak Suzuki was pioneer in introduction of Factory fitted CNG vehicles. Pak Suzuki always endeavors to go aggressively for the sound development of the society by increasing motorization, industrialization and creating job opportunities thus improving the people‟s living standards with the combined efforts of all the dealers, vendors and Pak Suzuki employees. Pak Suzuki is also exporting Suzuki Ravi pickup, Liana and components to Bangladesh and Europe thus earning precious foreign exchange for the country.


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Present status of The Organization: st

Suzuki the 1 in Pakistan, Pioneer in Pakistan automobile industry, largest dealership network, highest market share, has become a household name. Company increased its market share from 58% of last year to 62%. Comparison with other units: Pak Suzuki Motor Company Limited (PSMC) has witnessed a 35 per cent YoY growth to

70,162 units in 8MFY12 as against a gainst the sales of 52,067 units in the same period last year. Highest growth was observed in the sales of Suzuki Suz uki Swift of 86 per cent YoY to 4,500 units as against 2,420 units in the same period last year. Suzuki Cultus under the domain of 1000cc segment witnessed a handsome 38 per cent YoY Yo Y jump in its sales to 9,573 units in the comparison of 6,919 units in the same period last year, followed by Suzuki Alto whose sales also experienced a massive 32 per cent growth to 9,854 units versus 7,438 units in the same period last year. Above all, Suzuki Mehran and Suzuki Bolan both segments posted growth of 37 per cent YoY and 47 per cent YoY respectively. Indus Motor Company Limited (INDU) witnessed a four per cent YoY growth in sales to

34,366 units in 8MFY12 as against 32,991 units in the same period last year. Hilux, under pick up segment led the growth in sales of the company with a gigantic 88 per centYoY to 2,561units as against 1,374 units in the same period last year. Toyota Corolla posted an upsurge in sales by six per cent YoY to 29,040 29,04 0 units as against 27,423 units in the same period last year. Cuore remained as the only segment of the company whose sales experienced a substantial decline of 34 per cent YoY to 2,765 units as against sales of 4,194 4,19 4 units in the same period last year. Honda Atlas Cars Pakistan Limited (HCAR) has posted a biggest big gest decline in its sales of 33 per

cent YoY to 7,024 units in 8MFY12 as against 10,444 units in the same period of previous year. The plunge in the sales of the Honda cars was primarily because of the substantially lower sales of its both brands Honda City and Civic. Sales of Honda Civic were decline by a massive 37 per p er cent YoY to 2,781 units as a s against the sales of 4,446 units while sales of H onda City were lower by 29 per cent YoY to 4,243 units as against 5,998 units in the same period last year. The main reason behind the decline in the sales of was suspended operation from December 2011 to February 2012 on the back b ack of unavailability of the parts owing to floods in Thailand from where


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the company imports CKD kits. As far as the market share is concerned, Pak Suzuki Motor Company Compan y leads the market with 63 per cent market share followed by Indus motor company and Honda Atlas Cars with 31 per cent and 6 per cent market share in 8MFY12. Comparison is showing that Pak Suzuki is going well than other automobile units.


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Vision To be recognized as a leading organization that values Customers‟ needs and provides motoring solutions with strong customer care.


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Mission 

Strive to market value packed vehicles that meet customers‟ expectations.



Provide a platform where our stakeholders passionately contribute, invest a nd excel.



Make valuable contribution to Social development of Pakistan.



To provide automobile of international quality at competitive price.



To improve skills of valued employees by imparting training and inculcating in them a sense of participation.



To achieve maximum indigenization and promote Pakistan's automobile vending industry.


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Pak Suzuki Board Category Independent Director Executive Directs

Names Wazir Ali khwaja Mr. Hirofumi Nagao Mr. Satoshi Ina Mr. Hidekazu Terada Mr. Jamil Ahmed Mr. Mumtaz Ahmed Sheikh Mr. Kenichi Ayukawa

Non-Executive Directors

Suzuki Gujranwala Motors’s Management

C.E.O(Owner) Shehzaad

Director Hammad

General Manager NaseemUllah

Sales Manager

Accounts Manager

Service Manager

Ishtiaq Ali

Iftikhar

Jamil Doger


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Policy Formulation Formulation process-Meetings All policies are made by Pak Suzuki, but C.E.O and Director and Mangers are full aware with market they know how to deal with Gujranwala market. Therefore, they call a meeting in which senior employees and all managers contribute and give their opinion about what policy, procedure should be followed so, by discussing with each other they follow a complete formulated policy.


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Number of Employees There are 100 plus number of employees in the Suzuki Gujranwala motors and has set up four departments which are as under 

Sales department



Accounts department



Service department



Spare parts department

There are almost 100 plus numbers of employees in Suzuki Gujranwala Motors and has set up four departments just like Sales department, Accounts department, service department and Auto spare parts department. In sales department there are almost more than 15 employees work and in accounts department there are almost 16 employees work or in service department there are almost 60 employees work or in the spare parts department there are almost 15 employees work. Job Description:

Most of employees hold MBA degrees especially the employees which are working at Customer Care department and Sales Department. Some employees doing MBA with their job Question arises Is MBA degree required??? Answer is probably yes because of Job assignments now take a view of Job assignments. Sales Department: Communication skills, market eye, making PR Customer care department: need computer expert because of most the works of this

department are related to computer, used CRM software Accounts department: B.Com and M.Com required because its related accounts simple Spare Parts department: Know to use DMIS software Service department: Auto mechanics required University of the Punjab Gujranwala Campus

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Job assessment:

In most of the organization it is the duty of HRM to recruit employees, right man for right job. Suzuki Gujranwala Motors has no HRM so, every department manager mostly recruit fro employees. Job Satisfaction: Employees are satisfied if we analyze Maslow hierarchy physiology, safety,

love, esteem and self actualization. We will see that Suzuki Gujranwala Motors is giving all this factors to employees therefore Employees are satisfied. Sales department: According to employees they are satisfied because members of sales

department feel they are like a family. They respect each other, can give time to their study because of relax timing of organization. Service department: Employees are satisfied because they are appl ying their skills. Customer Care department: Employees are satisfied because they feel that we are who making

organization relation with customer. Simply we can say all employees are satisfied due to good environment of organization and skilled managers.


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Integrated Management Policy Pak Suzuki is built on the idea of a responsible corporate citizenship thereby managing quality, environmental, safety & occupational health matters as an integral part of our business. In fulfilling this responsibility Pak Suzuki adheres to the following fundamental principles: 1. We are committed to provide top quality products at competitive price to the satisfaction and requirement of our customers. 2. We conduct our operations in compliance with applicable environmental, occupational health & safety laws and regulations. Even where existing laws & regulations are not adequate we undertake to operate in a responsible manner by assuring the HS&E integrity of our processes and facilities. 3. We recognize the interrelationship between energy and the environment, and we promote the efficient use of energy throughout our system. 4. We ensure safe disposal of waste generated from our facility and will minimize the discharge of waste materials into the environment by utilizing responsible pollution control practices. 5. We will continuously seek opportunities to improve our adh erence to these principles.


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Organizational Hierarchy

Sales department Display of Products

Customer care department

Accounts department Service departmant

Sapre parts depertment


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Products Display Image


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Sales Department Department

Sales Manager Ishtiaq Ali

Sales promotion offiers

Muzammil

Khurram

Suhaib


and others SPOs.

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Sales promotion officers


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Service Department

Service Manager Jameel Dogar

others technician


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Service Manager Himself Checking Car


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Sales Department Sale department deals in new and used vehicles. They maintain the stock of cars in the showroom and entertain every customer who is interesting in buying and selling the Suzuki vehicles. Another department which is not the part of sale department but it is situated in sale department is IT department, because the designation of IT coordinator and (CCM) Customer Care Manger hold the same person, IT coordinator is responsible of any trouble shooting, networking related issues and Software problems. (DMIS) Dealer Management Information System and (CRM) Customer Relation Management are software‟s, software‟s, used in the Suzuki Gujranwala Motors.

Structure of sales department:

There are 10 numbers of employees, working in the sale department. There are two types of clients who enter in this department. i. ii.

Cash Customers Through Financial Institutions like banks.

The customers are dealt by the Sales Promotion Officers who treat them politely and answers the customer‟s quires and provide them complete information about price, availability of vehicles, vehicles, color choice, document etc.


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Functions of Sales Department:

Suzuki Gujranwala Motors have set very straight and simple methodology for clients. Five Sales Promotion Officers are always available on Front Desk for the assistance of clients. Sales Return procedure is unified for every de alership. Company has set parameters in which sales return or warranty claims are entertained and compan y can be held responsible for any claim if the defect is found in 40,000 km or 2 Years of use.


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Accounts Department Department

Account department is managed by b y an account manger (Ifthikhaar) who is responsible for making all the financial reports for a specified time. This de partment also holds the responsibility of preparing the payroll of all employees. These all activities are performed by DMIS.


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Service Department Department Service department is the busiest department in the Suzuki Gujranwala Motors, which not only provide service but also advice the drivers/owners of the vehicle for long lasting performance and peace of mind. For the purpose of providing quality and assurance services, the company has set a big work shop and has latest and upgraded equipment for maintenance.


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Service Department Front


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Checking Car for Service


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Customer Service Department Dealership is so conscious in customer related matters and Customer Care Managers remain very Close to customer and handles any problem wisely. The clients who are served by the dealership are called by soon after 72 hours by Customer Care Manager and asked about any inconvenience faced. If there is any complaint from clients, first it is resolved and customers are assured then the cause of complaint is found. Having gone through the process, Customer Care Manager presents report to the General Manager who ensures that the sailing is smooth and the satisfaction of customer is achieved. This is a fast mechanism for managing and scheduling follow-up sales call to assess post-purchase cognitive dissonance, repurchase probabilities, repurchase times and visit frequencies. It is clear mentioned on the entrance of every department that “In case of any inconvenience please free to contact Customer Care Manager” and contact number is also given. In this way customers are encouraged to keep long lasting relationship with dealership became a loyal customer, because retaining of customer is far more difficult than to acquire a new one. The customer are different in nature, their needs are different in this matter the employees of Suzuki Gujranwala Motors are taught few guidelines to handle the customers. 

They never leave the courtesy because it is key to success.



They always give preferences to customer‟s view of point and opinions.



Customer Care Manager continuously looks for the ways to help and improve relationship with customers. He works actively and keep an eyes on the problem faced by the customers


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Responsibilities of Customer Relation Officer

CRO is responsible for overall implementation of customer care activities which should result in building life long relationship with customer. The purpose is to achieve the objectives of Recommend, Revisit and Repurchase. Main jobs in this regard are as follows. 1. Handling of customer complaints 2. Repeat jobs analysis and countermeasure 3. Post service follow-up and analysis 4. Handling of service feedback card and deciding counter measure along with management 5. Care of customers at waiting area 6. Implement SAP(new vehicle delivery) in coordination with sales staff 7. Supervision of system for courtesy call after repair 8. Supervision of system for timely follow-up for next due maintenance by sending followup letters 9. Attending the special customer‟s vehicle (Repeat (Repeat job), supervise the required jobs.


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Auto Spare Parts Department

This department is working specially for the assistance of service department b y providing the required spare parts on the request of technicians. It‟s also maintains, updates the inventory and further order to replenish the stock in the store using DMIS. Suzuki Gujranwala Motor's structure is specific, classified, has group the job in departments efficiently which comes in the departmentalization. Each department performs its function that reflects reflects the organization's purpose and work.


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Parts Used When There is Problem


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SGP (Suzuki Genuine Parts)


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Spare Parts at Shelves


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What are Suzuki Genuine Parts?

Real Suzuki's are made from Genuine Parts 

Every Suzuki vehicle is composed of 20,000 to 30,000 Genuine Parts. They have the optimal design and specifications tailored for the specific vehicle type and model. Every part has passed Suzuki‟s rigorous test standards for performance, quality durability, safety and comfort.



We recommend you that you choose Suzuki Genuine Parts, when you need to repair your vehicle or replace consumable parts such as brake pads, air filters, etc. Each Genuine Parts is the perfect match for your Suzuki vehicle.

By choosing Suzuki Genuine Parts and Services, you can maintain your Suzuki in Top condition at all times.


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Genuine Parts Image


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Suzuki Gujranwala Motors Clients and Competitors:

Main Clients

The following are the list of main clients of Su zuki Gujranwala Motors.



Banks



Corporate Clients



Pepsi



Master tiles and Sanitary Fittings

Major competitors of the organization:

The following is the list of man Competitors of Pak Suzuki Motors.



Toyota Motors



Imported Vehicle Companies



Honda


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Nature of the Organization Organization

Pak Suzuki Motor Company is a Pakistani subsidiary of Japanese automaker Suzuki Motor Corporation. It is the Pakistani assembler and distributor of cars manufactured by Suzuki and its subsidiaries and foreign divisions "Suzuki" is pronounced in Japanese as "soo-zoo-kee" /suzuki/, with emphasis on a high "kee". It is almost always pronounced in English as "suh-ZOO-kee" /səˈ /səˈzu zuːki/ ːki/,, with a stressed "zoo". This pronunciation is used by the English-speaking public pu blic and by the Suzuki Company in marketing campaigns directed towards this demographic.


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Product line Automobile: 

Swift (1328CC)



Liana (1328)



Cultus(1000CC)



Mehran (800CC)



APV CBU (1500CC)



Jimmy 4 X 4 CBU (1328CC)



Bolan Van (800CC)



Cargo van (800CC)



Ravi Pickup (800CC)

Motorcycle: 

Suzuki Raider 110cc



Suzuki New Sprinter Eco 110cc



Sprinter



Suzuki GS 150cc ultimate Power with 5 -speed and electric start

Pak Suzuki has adopted the product brand strategy in which one particular name is assigned to one particular product which reflects just one positioning and hence is restricted to that positioning. In other words for each new positioning there is a new brand name and different positions. Take the example of Mehran Car, a particular name is given which is positioned for the low income level customers and its feature of fuel efficiency differentiates it from the cultus car which is famous for luxurious.


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Suzuki CULTUS Suzuki CULTUS Features: 

5 Speed All Synchromesh Transmission



993cc, 4-Cylinder, New G10B 16Valve EFi Engine with Electronic Fuel Injected System



McPherson Strut with Coil Spring Independent Front S uspension



Strut & Coil Spring Independent Rear Suspension



Rack & Pinion Steering System



40L Fuel Tank Capacity



Heater



Air Conditioner



Tachometer



MP3/CD Player & Tuner



Childproof Rear Door Locks



Sunvisor both sides



Coloured bumpers



Blue Tinted Head Lamps


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Specifications:

Overall Length (mm)

3845

Overall Width(mm)

1590

Overall Height (mm)

1380

Kerb Weight (kg)

650

Seating capacity (person)

5

No of Doors

5

Wheels and Tyres

Wheel Type

Steel

Wheel Size

13 inch

Tiers

155/80 R 13 78S

Transmission

Transmission Type

Manual

Gears/Speeds

5-speed Al

Engine Displacement cc

997

Engin Power (PS@rpm)

60.35 [60.20] @ 6,000

Torque (Nm@rpm)

78[7.8] @ 4,500

Valve Mechanism Compression Ratio

9.3 : 1

No of Cylinders (cylinder)

4

Cylinder Configuration

N/A

Valves per Cylender (value)

N/A

Fuel Type

Petrol

Fuel System

EURO II

Capacities

Seating Capacity (person)

5

Fuel Tank Capacity (liter)

40 L University of the Punjab Gujranwala Campus

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Suzuki APV Suzuki APV Features 

G15A, 4 Cylinder, 16-Valve, Euro-2 Compliant Engine for improved fuel efficiency



5 Speed Manual Transmission



Multi Point Fuel Injection System



Integrated Module type/CD with MP3



Revised Rear Suspension for smooth Ride






Manual Air Conditioner



Low Fuel Warning Lamp



Available in Solid White, Silky Silver and Graphite Gre y Colors



8 Persons Seating Capacity



46 Liters Fuel Tank Capacity


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Specifications: Model name Body Type

APV Multi Purpose Vehicle Van Petrol 1.5L 1.6L 2WD 5

Engine Drive system Number of doors Overall length Overall width Overall height Wheelbase Tread Front/Rear Minimum turning radius Minimum ground clearance Seating capacity Fuel tank capacity Type Valve arrangement Maximum output Maximum torque Fuel distribution type Brakes(Front) Brakes(Rear) Suspension(Front) Suspension(Rear) Tyres

Kerb weight M/T (min.)/(with full options) Kerb weight A/T (min.)/(with full options) Gross vehicle weight

DIMENSIONS mm 4,155-4,230 mm 1,655 mm 1,860-1,880 mm 2,625 mm 1,435/1,435 m 4.9 mm 180-190 CAPACITIES persons 2/7/8 litres 46 ENGINE G15A (1,493) G16A (1,590) SOHC-16V SOHC-16V kW/rpm 67-68/6,000 68.0/5,750 122-126/3,000 127/4,500 N m/rpm Multipoint injection TRANSMISSION 5MT/4AT CHASSIS Ventilated disc Drum, leading & trailing MacPherson strut & coil spring Rigid axle with leaf spring/3-link rigid axle with coil spring 185/80R14 185R14C WEIGHT kg 1,140-1,340 ・

kg

1,300-1,340

kg

1,950


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Suzuki SWIFT Suzuki Swift Features 

16-Valve, 4-Cylinder, M13A Engine



Five-Speed Manual and 4 Speed Automatic Transmission



Multipoint Fuel Injection System






Ventilated Disk Brake System



CD + AM/FM tuner with USB socket



Easy-to-read Tachometer



Sporty Three Spoke Steering



Silver Chromed Door Handle



Removable rear-seat Ash Tray



Superior-quality Seat Fabric



Chromed Front Grille



Halogen Headlights



Matching Power Side Mirrors



Alloy Rims



Front Fog Lamps



Low wind Noise



High Damping Efficiency



Electronic Power Steering



Four-Wheel ABS (antilock braking system) with EBD (electronic brake-force distribution)



Keyless Entry with answerback function and an immobilizer system



Fuel Consumption gauge



5 persons Seating Capacity



Fuel Tank capacity of 43 Litres


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Specifications

Model name Body Type Engine

Swift Hatchback Petrol 1.2L VVT

Drive system Number of doors

Overall length Overall width Overall height Wheelbase Tread Front Rear Minimum turning radius Minimum ground clearance

Seating capacity Fuel tank capacity

Type Valve arrangement Maximum output Maximum torque Fuel distribution Type Brakes (Front) Brakes (Rear) Suspension (Front) Suspension (Rear) Tyres

2WD 3/5

mm mm mm mm mm mm m

1,510

4WD 5

3,850 1,695 1,535 2,430 1,490 (15inch) / 1,480 (16inch) 1,495 (15inch) / 1,485 (16inch) 5.2

mm

persons litres

kW / rpm N m / rpm ・

Diesel 1.3L DDiS 2WD 3/5

1,510

140

4 (3-door) 5 (5-door) 42

5 (5-door) 40

4 (3-door) 5 (5-door) 42

K12B (1,242) DOHC-16V 69 / 6,000

D13A (1,248) DOHC-16V 55 / 4,000

118 / 4,800

190 / 1,750

Multipoint injection

Direct injection

5MT / 4AT

5MT Ventilated disc Disc

5MT

Drum, leading & Drum, leading & trailing / Disc trailing / Disc MacPherson strut with coil spring Torsion beam with coil spring 175 / 65R15 185 / 55R16 University of the Punjab Gujranwala Campus

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Kerb weight M / T (min.) / (with full options)

kg

3D : 945 / 1,005 5D : 960 / 1,020

5D : 1,035 / 1,085

Kerb weight A / T (min.) / (with full options) Gross vehicle weight

kg

3D : 975 / 1,025 5D : 990 / 1,040 1,480

-

3D : 1,050 / 1,110 5D : 1,065 / 1,125 -

1,560

1,560

kg


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Suzuki LIANA Suzuki Liana Features 

Roomy & Comfortable Cabin



Rich-textured bright interior



MP3 CD Player



Tachometer



Sparkling Rear Combination Lamp



Stylish Chrome Grille



Crystal Head Lamps



Full wheel caps



5 Speed Manual Transmission



4 Cylinders



Keyless entry with answerback and immobilizer



Spacious Luggage Space (CNG)



Optimized cylinder capacity of 60 L CNG



Hassle-free side-by-side CNG/petrol filling layout



Multi Point Fuel Injection System






Fuel Tank Capacity 50 Liters (Petrol)



Power Windows



Power Steering


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Specification:

Dimensions and Weights

Overall Length (mm)

4350

Overall Width (mm) Overall Height (mm) Wheel Base (mm)

1690 1545 2480

Ground Clearance (mm) Boot Space (liter) Kerb Weight (kg) No of Doors Steering

Steering Type

Rack and p

Power Assisted Minimum Turning Radius (meter) Fuel Economy

Mileage Highway (km/liter) Mileage City (km/liter) Mileage Overall (km/liter) Wheels and Tires

Wheel Type

Steel

Wheel Size Tyres

185/65 R14

Transmission

Transmission Type

Manual

Engine

Displacement cc

1328 University of the Punjab Gujranwala Campus

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Engin Power (PS@rpm) Torque (Nm@rpm) Valve Mechanism Compression Ratio No of Cylinders (cylinder) Cylinder Configuration Valves per Cylender (value) Fuel System

4

Capacities


5


50L

Suspensions

Front Suspension

McPherson strut and coil spring

Rear Suspension

Strut coil spring

Brakes

Front Brakes

Ventilated Discs

Rear Brakes

Leading and trailing drums


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Suzuki MEHRAN Suzuki Mehran Features: 

OHC & EFi Engine



4 Forward, 1 Reverse Transmission






Air Conditioning (VXR)



Matching door trim & seat fabric







New Front Grille Blue Tinted Head Lights New Hard top roof



Full Wheel Caps



Rear Door Child Locks






30L Fuel Tank Capacity


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Specification:

Dimensions and Weights

Overall Length (mm)

3300

Overall Width (mm)

1405

Overall Height (mm)

1410

Wheel Base (mm)

2175

Ground Clearance (mm)

N/A

Boot Space (liter)

N/A

Kerb Weight (kg)

N/A

No of Doors

5

Steering

Steering Type

Rack and P

Power Assisted

N/A

Minimum Turning Radius (meter)

4.4m

Fuel Economy

Mileage Highway (km/liter)

N/A

Mileage City (km/liter)

N/A

Mileage Overall (km/liter)

N/A

Wheels and Tires

Wheel Type

Steel

Wheel Size

12 inch

Tires

145 / 70 SR 12

Transmission

Transmission Type

Manual University of the Punjab Gujranwala Campus

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Gears/Speeds

4-forward

Engine

Displacement cc

796


39.5/5500

Torque (Nm@rpm)

59/3000

Valve Mechanism

N/A

Compression Ratio

N/A


3


3


In-Line


N/A

Fuel Type

Petrol

Fuel System

OHC,4-stroke cycle, water-cooled

Capacities


5


30Litres

Suspensions

Front Suspension

Strut coil spring

Rear Suspension

Leaf Spring

Brakes

Front Brakes

Disc

Rear Brakes

Drum


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Suzuki JIMNY Suzuki Jimny Features: 

4-Cylinder,16 Valves Engine



1328cc Piston displacement



5 Manual Transmission



Power Windows



Anti Lock Braking System



MPI Fuel distribution



Green tinted glass Windows



Manual Air Conditioning



Recirculation Ball Steering



LED Speedometer with fuel warning indicator



3 Link Rigid and Coil Springs Front and Rear Suspension



Immobilizers, Key Reminder, Front and Rear Seat belts, Light-off Reminder



40 liters Fuel Tank Capacity





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Specifications: Engine Drive system Transmission Steering Number of doors DIMENSIONS Overall length

Overall width Overall height Wheelbase Tread

Petrol 1.3L(*2) 1.3L VVT Part-time 4WD 5MT 4AT 5MT 4AT LHD/RHD 3 Front bumper to rear bamper (*1) Front bumper to spare type Front bumper to spare wheel cover Without roof rails With roof rails

Front Rear Minimum turning radius (*1) Minimum ground clearance Approach angle Ramp breakover angle Departure angle CAPACITIES Seating capacity Luggage capacity (*1) Max volume Rear seatback folded (VDA method) Rear seatback raised (VDA method) Fuel tank capacity ENGINE Type Number of c ylinders Number of valves Pisiton Pisiton displacem displacement ent Bore x stroke Compression raito Maximum output Maximum torque Fuel distribution TRANSMISSION Type Gear raito 1st 2nd 3rd 4th 5th Reverse Final gear ratio Transfer gear ratio High Low CHASSIS Steering Brakes Front Rear Suspension Front Rear Tyres WEIGHTS Gross vehicle weight

mm mm mm mm mm mm mm mm mm m mm deg. deg. deg.

3,545 3,675 3,695 1,600 1,670 1,705 2,250 1,355 1,365 4.9 190 34 31 46

persons litres litres

4 816 324

litres

113

litres

40 M13A 4 16 1,328 78.0 x 69.5 9.5 60/5,500 62.5/6,000 110/4,500 110/4,100 Multipoint injection

cm mm kW/rpm N m/rpm

5MT 4.425 2.304 1.674 1.190 1.000 5.151 3.416 1.320 2.643

4AT 2.875 1.568 1.000 0.696 2.300 4.090 1.320 2.643

5MT 4.425 2.304 1.674 1.190 1.000 5.151 4.300 1.000 2.002

4AT 2.875 1.568 1.000 0.696 2.300 4.090 1.320 2.643

Recirculating ball Disc Drum, leading and trailing 3-link rigid axle with coil spring 3-link rigid axle with coil spring 205/70R15 kg


1,420

60

Suzuki BOLAN Suzuki Bolan Features: 





New EFi, Water Cooled OHC Engine 4-Forward All Synchromesh, 1 reverse Transmission Newly design instrument panel with New 4 spoke steering



Extended bumper



Solid White, Silky Silver, Pearl Red and Metallic Colors



Front and Rear Suspension



2.5 Liters Engine Oil Capacity








61

Specifications

Dimensions and Weights Overall Length (mm)

3255

Overall Width (mm)

1395

Overall Height (mm)

1845

Wheel Base (mm)

1840

Ground Clearance (mm)

N/A

Boot Space (liter)

N/A

Kerb Weight (kg)

N/A

No of Doors

4

Steering Steering Type

N/A

Power Assisted

N/A

Minimum Turning Radius (meter)

N/A

Fuel Economy Mileage Highway (km/liter)

N/A

Mileage City (km/liter)

N/A

Mileage Overall (km/liter)

N/A

Wheels and Tyres Wheel Type

Steel

Wheel Size

N/A

Tyres

Transmission Transmission Type

Manual

Gears/Speeds

4 forward

Engine Displacement cc

796


N/A

Torque (Nm@rpm)

N/A


62

Valve Mechanism

N/A

Compression Ratio

N/A


3


N/A


N/A

Fuel Type

Petrol

Fuel System

N/A

Capacities Seating Capacity (person)

5


36 L

Suspensions Front Suspension

Strut

Rear Suspension

Leaf Spring


63

Suzuki RAVI Suzuki Ravi Features: 

4- Forward all synchromesh, 1 Reverse Transmission



New EFi Powerful, Water-cooled, OHC Engine



Newly Designed 4 Spoke Steering/Instrument Panel



Strut Front Suspension



Leaf Spring Rear Suspension






600 Kg Loading Capacity



Available Colors: Pearl Red, Silk Silver and Solid White





64


65

(All Product Prices)

SWIFT --- Price Including Sales Tax w.e.f. June 13th, 2013

The European inspired exterior gives Swift a distinctive look. A unique stylish and design that turns a head where you go. The spirited engine makes for ex hi la ra ting ti ng dr iv e an d gi ve s you ultim ultimate ate freedom freedom where where the road road takes takes you. you. Colors: Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

Identification

Price

Swift Auto Navi Swift Automatic Swift 1.3 DLX Navi Swift 1.3 DLX Swift 1.3 DX

Rs. 1,446,000/ Rs. 1,398,000/Rs. 1,310,000/Rs. 1,262,000/Rs. 1,181,000/-

--------------------------------------------------------------------------------------


66

LIANA VURV --- Price Including Sales Tax w.e.f. June 13th, 2013

The Suzuki Liana available in 1300 cc manual 1 6 0 0 c c

t r a n s m i s s i o n

a n d

a u t o m a t i c transmission takes you out of ordinary and into t h e r e a l m .

Lia na is en tir ely di ff er en t ca r, its styl style, e, dim dimens ension ion and and com comfor fortt will will inspir inspiree you you to see every day as an open door to a new age. Colors: Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

Identification

Price

Liana 1.3L RXI MT

Rs. 1,465,000/-

Liana 1.3L RXI MT CNG

Rs. 1,544,000/-

--------------------------------------------------------------------------------------


67

CULTUS --- Price Including Sales Tax w.e.f. June 13th, 2013

CULTUS is the blend of space and craft. I t s t r i m space

body Conceals ample

& f l e x i b i l i t y f o r b o t h p a s s e n g e r a n d s t o r a g e . CU C ULTUS ensures

everyone, exceptional Value and quality. Colors: Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue Identification

Price

Cultus VXRi E2

Note :

Rs. 10,14,000/- *

* Add Rs. 5000/- for the Metallic Color

MEHRAN --- Price Including Sales Tax w.e.f. June 13th, 2013

U n r i v a l l e d

i n

i t s

c l a s s ,

M E H R A N

i s

Pakistan‟s largest

selling car. More smart features like head turning lamp, matching front grill and a two spoke steering wheel gives it the tidy look. Functional e c o n o m y, p e a k

performance

or

unmatched

fuel

efficiency,

MEHRAN VXR is the leader. Colors : P e a r l R e d , G r a p h i t e G r e y , S o l i d white, Silky Silver, Eminent Blue


68

Identification

Price

Mehran VX Euro2

Rs. 600,000/- *

Mehran VXR (Petrol) Euro2

Rs. 658,000/- *

Note :


APV --- Price Including Sales Tax w.e.f. June 13th, 2013

A P V 1 5 0 0 c c ( I m p o r t e d ) T h e N e w A P V g iv i v e s yo y o u ev e v e r yt y t h in i n g yo y o u ev ev e r wanted in your vehicle. Spacious interior for comfort, tough engine to carry large loads

and

plenty

o f

r o o m

f o r

p a s s e n g e r s

t o

e n j o y

c omfort omfortabl ablee day long long ride. ride. Colors: Pearl Red, Graphite Grey, Solid white , Indigo, Silky Silver, Aqua B l u e , Emi Eminent nent Blue Blue Identification

APV 1.5L

Price

Rs. 23,18,000/-

--------------------------------------------------------------------------------------


69

JIMNY --- Price Including Sales Tax w.e.f.June 13th, 2013

J IM NY

4 X4

JE EP

13 00 cc

( I m p o r t e d ) S t e a d y, y , s t u rd r d y a n d s m a rt rt ,

S u z u k i J IM N Y with new wide tread brings you the ultimate plea pleassure ure of of a real real 4-wh 4-whee eell drive. It has got all f o r

t h e

s p o r t i n g

s p i r i t

t o

g o

a l o n g

adve advent ntur urou ouss fre free soul soulss.

Colors: Solid white, Silky Silver Identification

Price

Jimny JLSX M/T

Rs. 2,142,000/-

Jimny JLDX M/T

Rs. 2,293,000/-

--------------------------------------------------------------------------------------


70

BOLAN VAN --- Price Including Sales Tax w.e.f. June 13th, 2013 Identification

Price

Bolan Cargo Euro 2

Rs. 6,56,000/- *

Bolan Van SV308 (petrol)

Rs. 680,000/- *

Note :


RAVI PICKUP --- Price Including Sales Tax w.e.f. June 13th, 2013 Identification

Ravi VX

Note :

Price

Rs. 627,000/- *



71

1-

Counting for Delivery Period would start from the date of receipt of full payment Pak Suzuki Motor Co. Ltd.

2-

Above price are subject to change without notice and price/s prevailing at the time of delivery of the vehicle/s, vehicle/s, will apply.

3-

Please book your order/s after confirming current price/s and delivery period/s.


72


73

Success and Failure Without the talk of successful product and failure product of Pak Suzuki the work will incomplete. We all know Mehran is very successful product of Suzuki from many years but nowa-days Swift is also a successful product of Suzuki. You can see Swift any part of Pakistan, before crossing a road many Swift cars take over you. I thought, I should talk about Swift but remember there is another product of Suzuki is Liana but Liana is a failed product. So, I want to talk about Swift and Liana especially.


74

SWIFT Suzuki Swift is a well-known brand of Suzuki. The Market of Swift has expanded in various parts of the world like Australasia, Europe, India (Maruti Suzuki ) and North America. From the initial time of production to current period Swift has passed through various technical and mechanical changes. With success stories in countries across the globe, the new Suzuki Swift has embarked its journey in Pakistan. From the very beginning of the new Swift‟s development programme, a dedicated team of Suzuki designers and engineers collaborated extensively with automotive professionals and motoring enthusiasts in pursuit pursuit of Suzuki‟s best Suzuki‟s best compact car ever. Suzuki on track of its radical programme of innovation, to reaffirm and strengthen Suzuki‟s position as a leader and innovator in compact car segment and to yield vehicles that embody unique position of company being market leader in automobile industry. In pursuit of this and satisfying market need of a compact car with latest technology which also meets international mark; Suzuki Engineers went into relentless effort to come up with new Suzuki Swift and modify it according to the needs and requirement of Pakistani customer. New Suzuki Swift has short yet impeccable history of S uccess, rewards and accolades. With Car of the year awards in Australia and New Zealand, Asian countries like Japan, China and India and European countries such as Belgium, Spain, Ireland and United Kingdom; and marked century of awards in other criteria, new Suzuki Swift is continuing its journey of success in Pakistani Market. The current generation of Swift is third generation which has introduced in 2010 and currently continuing its production in Pakistan. Interior and exterior configuration is very good, 4 cylinder engine working extremely fast with six speed manual transmission. 18-inch wheels, the car now features a large rear wing, new headlights and rear lighting clusters. Are great addition in its specifications and features.


75

LIANA The new imported model of Pak Suzuki Liana 1300cc (petrol) car has been unable to achieve the popularity level among car lovers in Pakistan as the company expected before its import, a company source told the Daily Times here on Thursday.

The source said: "The sales of Liana vehicle have dropped by over 20-25 percent in the first quarter of the current fiscal year, but the demand for its CNG model is on the rise."

"The marketing department of the company have said that the top management of Pak Suzuki has failed to market Liana (petrol) in Pakistan," the official claimed. "Around 1000-1200 Liana cars (petrol) are ready to sell and parked at the Suzuki company, but people are not showing interest," he added. A dealer said the company has started converting the Liana petrol car into the CNG as the CNG vehicle is being sold at on-money of Rs 20,000-Rs 35,000.

In the beginning of this calendar year, Suzuki Company launched Liana in Pakistan, but it has been importing this car since 2005. The Suzuki Co launched it to compete with Toyota's 1300 power engine and Honda Civic being manufactured or imported by Indus Motor Company and Honda Atlas Car Company. Car dealers are also importing five-year-old vehicles of Toyota under the luggage and gift schemes.

Before introducing Liana 1300 cars, the company has completely vanished its most popular brand Suzuki Balleno, whose demand was up throughout the country. The demand for old Balleno car is still moving up in the second-hand second -hand car markets.

Pak Suzuki is now manufacturing most popular brands of Suzuki Mehran, Cultus, Alto cars and Suzuki High Roof (Bolan) in Pakistan. The company is likely to achieve achi eve its production target of 115,000 vehicles.

According to market sources, the company compan y has booking for four months for Suzuki Suzu ki Mehran, six months for Suzuki Cultus and Alto and Bolan. The demand for Suzuki Mehran is much higher in


76

the country and the company is producing around 150-175 Mehran units per day.

Market experts said that there is demand for 350-400 units per day of Suzuki vehicles throughout the country, but its production target is not above 300-325 units per day. d ay. According to latest statistics, auto assemblers sold 40,800 cars in the first quarter 2006-07 as compared with 36,200 units in the same period of last year, representing a 10.5 percent growth. Moreover, total car production soared by 12.8 percent from 36,200 units in July-Sept 2005-06 to 40,000 units in July-Sept 2006-07.

Pak Suzuki, the largest car producer in the country, sold 22,200 units in July-Sept period, a 16.4 percent increase compared with 19,100 units in the same period of last year. The company sold 8,500 units of its Mehran model, which indicates a 2.7 percent decline as compared with 8,700 units in the first quarter 2005-06. Suzuki Alto's sales, that make up a huge portion of the overall car sales, rose by 58.7 percent pe rcent from 3,400 units to 5,400 units in the first quarter of 2006-07. On the other hand, Suzuki Cultus also showed a phenomenal growth of 25.5 percent from 5,000 units in the first quarter 2005-06 to 6,200 units in the first quarter of 2006-07.

Car sales of Indus Motors improved by 61.1 percent p ercent from 7,600 units in July-Sept 2005-06 to 12,300 units in July-Sept 2006-07. Among the total sales, Corolla sales were up b y 57.4 percent from 5,700 units in the first quarter of 2005-06 to 9,000 units in the first quarter 2006-07 while Cuore's sales also improved by 72 percent to 3,300 units from 1,900 units in July-September 2005.

Santro, a Dewan Farooque Motor variety, sales have fallen by 32.2 percent from 1,400 units to 900 units in July-September 2006. Besides DFML, different varieties of Honda have shown a significant decline in the first quarter this year.

Total car sales of Honda Atlas declined b y 43.3 percent from 8,200 units to 4,600 units in this quarter. Honda Civic sales have dropped by 55.6 percent from 3,600 to 1,300 units in the first quarter of this year. City's sales also fell by 33.5 p ercent in July-Sept 2006, from 4,600 4,6 00 units in the first quarter of 2005-06 to 3,000 units in the first quarter of 2006-07. The market sha re of Pak University of the Punjab Gujranwala Campus

77

Suzuki for locally-assembled cars improved from 52.6 percent to 55.4 percent. The total market share of Honda Atlas Cars fell from 22.6 percent t o 11.6 percent.

SWFIT

LIANA

PKR 1,262,000

PKR 1,461,000

Sale +

Sale less


78


79

Marketing Mix

Marketing mix is another name of 4ps 

Product



Price



Place (Distribution) (Distribution)



Promotion

I have already explained about product, product‟s features and their in this portion I will discuss about Suzuki Gujranwala Motors Marketing Mix strategies.


80

Product/Service Mix Pak Suzuki has two types of products automobile and bikes, Suzuki Suz uki Gujranwala Motors only work for automobile, but due to strong competition Suzuki Gujranwala Motors has started to keep bikes also in its dealership.

Spare parts department and service department of Suzuki Gujranwala Motors also included in product (service), Spare parts produce more profit than new cars because a person not purchase car monthly or weekly but clients come at Suzuki Gujranwala Motors for Car service or replacing spare parts. Suzuki Gujranwala Motors is using strategy to satisfy customer by better servicing. Therefore Suzuki Gujranwala Motors offers first two services free for clients. These services are called FFI (First Free Inspection) and SFI (Second Free Inspection).


81

Analysis of Company sales Pak Suzuki has distributed d istributed dealership grade according to their sales and give target to dealership because Suzuki Gujranwala Motors come under Grade A.

Target Given by Pak Suzuki

Semi Annually

600

Annually

1200

Suzuki Gujranwala Motors Sale Volume

Monthly

80 to 110

Sami Annually

Annually sale

600

1200

Approximately Suzuki Gujranwala Motors is achieving the target since last 10 year that‟s why our organization is one of the best organizations over all networks The margin of dealer given by the company 2 % per vehicle


82

How to achieve the Target 

High Qualified sales team



Attract the customer on front desk



Facilitate the customer by leasing



Exchange program



Marketing staff for market Visit ( Industrial Visit )



Banks Visits

Increase the sale volume by using 5R technique



Respect



Responsibility



Responsiveness



Rice



Rejoice


83

Pricing Strategy All prices of Suzuki vehicles are decided by the Head Office (Pak Suzuki Motor co. Ltd.). All dealers in Pakistan are bound to deal in the given price. Dealers can neither increase nor decrease and set any pricing strategy on its own. own . The following is the price list of Suzuki Suz uki vehicles. The prices are quoted in Pakistani currency are inclusive of Taxes and Duties Ex-Bin Qasim plant based on Current rates. However if new Taxes/Duties are levied and rates of existing Taxes/Duties structure are revised by the Government of Pakistan, the impact of such levies/revisions would be born by the purchaser and the prices prevailing at the time of delivery will apply.


84

Distribution Policy

Distribution Process of Suzuki Gujranwala Motors:

Key Performance indicators of Suzuki Gujranwala Motors Measure our success in key areas and processes that affect our customers, our employees, our shareholders or other stakeholders Source


85

Implementing of KPIs

For Implementation of KPIs first of all collect the data from the customer then take best action and report to the management for improving the performance



Reporting the requirement reports



Key Result indicators to the Sales manager

Reporting Are Based On 

Daily



Weekly



Monthly

Reporting to the Pak Suzuki Suzuk i Motors via Software CRM & DMIS


86

Promotional Strategy Suzuki Gujranwala Motors pay especial attention towards the promotional strategies. They organize such events that not only stimulate sales but also provide awareness in the general public. These events and an d activities also keep updated employees. The following are the names of events held in the dealership for promotional p urposes. 

Suzuki Carnival Free Check-up Festival



Suzuki Used Car Exchange Gala.



Gujranwala Golf and Country Club



Bank Alflah‟s 30 seconds


87


88

SWOT Analysis Analysis of Suzuki Gujranwala Motors Strengths 

Core competencies to serve the customers



Unique resources (Advanced Equipment in service Department)



Employee's skills, talents, and knowledge



Data bank of customers



DMIS and other advanced IT assets



Strong organizational culture in which all employees have clear under standing about their organization by which Managers can easily convey to new employees the organization‟s core competencies and strengths.



High employee moral



Customer loyalty



No labor union union



Beautiful building and easily accessible located at G.T road



Clear job description and specification of all employees



Low Price Vehicles



Easy available of spare parts.


89

Weaknesses 

Organization does not have any research and development department



Creativity is not encouraged so much



Less stress on continuous improvement and innovation



Inadequate system to train the employees



Lack of research and development skills of managers



Lack of corporate clients


90

Opportunities



Company is financially strong as indicated by financial ration analysis and statements



Expansion can be a better investment opportunity for owner



Dealerships can be opened in different areas of city



Reduced price of CNG may be an incentive in increased sale of vehicles



Strong and well managed corporate reputation



Increasing Demand for Cars



Efficient Efi engine



Large Market size to operate



Global spare part market


91

Threats 

New and emerging emerging markets markets for branded branded used and new vehicles



Rising prices of petrol may cause reduced sale of vehicles



Threats of new entrants of any other dealership



Delay in adoption of any technological change that makes existing equipment potentially obsolete



Increase in duties and taxes may cause the prices of vehicle increase



Local Competitors like Toyota, and Honda



Foreign Investment and setup production facilities



Smuggling of Auto Parts



Inflation rate



Heavy Taxes



Competition from import cars



Increase of Fuel Prices


92


93

PEST ANALYSIS Uncontrollable environment are those external factors which can p rohibit us or concrete hurdles between us and our business. It is also called pest analyses which are as follow:

Political Environment: Environment: Pakistan has to face lots of ups and down since its independence. So many governments have been broken broken down by military military authority authority and most most of the time time marsh marsh law applied applied on Pakistan. Pakistan. In this scenario no entrepreneur was willing to invest in Pakistan except few. Due to this market environment wasn‟t so wasn‟t so good in Pakistan. Anyhow Pakistani government never been trustworthy for any investor.


94

Economic Environment Pakistan, an underdeveloped country, has suffered from decades of internal political disputes and external ongoing conflict with India. However, IMF approved the government policies, encourages by different foreign assistance and renewed access to global market since 2001.By following these policies government succeed to reverse the situation of economy econ omy during last five years


95

Socio-Culture Environment Pakistan has strong culture background and it has been follow in some particular region of Pakistan strictly. But with the passage of time it is goin g to change. Thoughts Thoug hts of people, choices, taste and style has been totally changed. If we talk about the transportation source in Pakistan, People use pickups etc for journey. They also have their own as well for example cycle; bikes etc. and lots of people are walker. But now the people who haven‟t any source any source of transportation they also want something for their convenience because they wants to save their time as much as they can. People want to use such vehicle which looks beautiful and also affordable.


96

Technological Environment

Technological factor also very important and we haven‟t control haven‟t control on it. Technology is grooming with the passage of time. People also want that the product that they have is full of technology. We never control on technology for example you launched the product last year and your sale volume on that time is very high but after sometime due to latest invention a lots of substitute exist in market which affect on your business so you can‟t hold on it.


97


98

Plan of My Internship Program

GGej uGias tSar jr rjSGSk S 3-A,small S 3-A,small industries Estate G.T road,Gujranwala,Pakistan.And has the only dealership in the city. It was established in 2001 now a day Mr. .Shehzad is running as a CEO.The building of the Suzuki Gujranwala Motors is double story. The first flour comprises the office of the CEO and Ac count department and remaining sales, service and spare parts department set on g round flour but all departments are in coco ordination with each others. I started my Internship Program From 15/06/2013 to 26 /08/2013 that spans approximately 6 weeks. The following are the names of the department and duration in which I got the training

Sales department

02 weeks

Service Department

02 weeks

Spare Parts department

02 weeks


99

Training program There are four departments in Suzuki Gujranwala Motors and I spent my internship duration in three departments. First of all I started from the Sales Department and gained very comprehensive knowledge of sales techniques. Although it was difficult for me to be fully aware of all management skills due to the limited time period but I tried my best to learn the maximum practical realities. Sales Department has a very unique structure comprises on GM of all company whose office is situated in Sale Department, Senior Sales Manager , Sales Manager , Customer Care Manager, and five numbers of sale Promotion Officers.

There are two types of clients who come in Sale Department:

1-

Cash

2-

Through bank

Cash customer brings 100% payment in advance in shape of Demand draft or Pay Order in favor of (Pak Suzuki Co. Ltd. Karachi) and those who are unable to pay full payment and want to pay in installments purchase vehicle on lease through banks. Banks issue them a purchase order to company, but for both type of customers CNIC and National Tax Number is compulsory. Advice-cum-Invoice is prepared and a copy is sent to FBR for tax purpose and finally delivery letter is prepared before delivering the vehicle.

Spare Parts Department is situated at the back side of the Sale Department and deals in the

genuine spare part of the of the Suzuki vehicles. This department maintains three types of spare parts in its inventory which are as under.


100

1.

SGP (Suzuki Genuine Parts)

2.

SGA (Suzuki Genuine Accessories)

3.

SGO (Suzuki Genuine oil)

This department is supervised by a Director with one Parts Manager and Assistant Parts Manager. Function of spare parts department starts from the ordering the parts from Manufacturing Plant which is in Karachi. After receiving the Cargo from Karachi, parts manager maintains the record of the received parts in the DMIS. These parts are issued by the manager parts on the written request of Technician. Manager enter the details of issued parts in the DMIS and keep the one copy of Requisition From, in this way the record of inventory is updated. Parts manager also prepare a daily report in excel which shows the list of issued parts, price, and profitability. Company gives warranty to customer of parts till 40,000 km which means before the running of 40,000 km millage, if the part found defective then company is responsible to compensate.

Last but not the least Service Department is the biggest department in, Suzuki Gujranwala Motors. This department has very comprehensive procedure of operation that starts from the entrance of the work shop where advisors stand and notes the particular of the coming vehicles such as, Owner‟s name, registration number, chassis number, millage etc. After observing the whole vehicle, advisor prepare a statement contains the nature of the job/maintenance is required to be done. The vehicle data is further moved to the computer operator who sits in the Service Department‟s Reception, prepare job Card (a document of previous and the present history of the the vehicle) with the help of DMIS. Job Card is sent to the related technician who starts his job and writes the detail of all day work in a document called work progress sheet and provide it to the Supervisor at the end of day. After completing the job, technician hands over the vehicle to the Service manager who assures the final inspection and checks the customer ordered repairs. After


101

final test the customer pass the bill to Cashier at service department„s reception and received the bill in printed form with all details. Suzuki Gujranwala Motors has no any separate Marketing Department. Sales Department cover the all those activities which comes under the heading of 4ps. Service department I worked at CRM, CRM is software it reminds employee that you have to

remind your customer for service actually it is connected with data base where all customers‟ data is saved. At CRM I have worked for 10 days prior call and post service call. Prior calls means software shows that this customer‟s car has to service and employee call to customer for remind. Post service call mean when customer went back after service employee call to customer after 4 days

of

service

for

asking

if

you

have

any

complaint

about

service

tell

me.

I have learnt lot of things and get experience of practical work from Suzuki Suz uki Gujranwala Motors


102

RECOMMENDATIONS FOR IMPROVEMENT



Organized a separate "Training Departments " in the dealership



Setup a Research and Development Department that will bring innovation and creativity



There must be a Call center in the dealership that will keep closer to customers



Dealership should develop a website that should be accessible 24/7 and updated regularly



Suzuki Gujranwala Motors has historical reputation in the market due to the strong culture of customer service and satisfaction. This reputation is an ease to enter in dig gerent segments



Recording of any promotional event should be played on Cabell Network so that the customers who were unable to attend the event can watch in their convenient times.



The designation of Customer Care Manager and the information Technology coordinator holds the same person in the Suzuki Su zuki Gujranwala motors. It can create problem because managing the whole IT infrastructure requires more time and effort but on the other hand resolving the customer issues needs special skills. it would be difficult for the same person to perform both responsibilities and organizational goal goal may be suffered



There is no proper set of cafeteria in the building b uilding of dealership. It would be welfare for the employees if a well organized cafeteria is opened



Preferences should be given in Human Resource concerns



Promotion, reward system should be revised that will motivate lo yalty among the employees and eliminate the turn over and absents.


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CONCLUSION Pak Suzuki Motor products renowned for their quality, durability, safety, fuel economy, and resale value are appreciated by customers in Pakistan. There has been high demand for Suzuki which is the market leader in this segment. P akistan is the highest producer of Suzuki Suzuk i in Asia. The reasons that can be given to provide justification to our conclusion are as follows: In present society and living way, the Brands not only represent the symbol of the company co mpany or product but to a larger extent define the general g eneral life of a person. What the person p erson uses can reflect his taste of life, his status in the society, his economic backgro und and many other things. This Th is makes a deep connection between the company and its brand, with the consumer. In this two way relation both are dependent on each other for various different reasons. Customers purchase the specific brand things just due to the brand name. n ame. Customers believe that brand name is a symbol of quality. We came to the conclusion that when consumer purchases a car, brand names influence his choice. Customers choose the well known car brand. The brands of Suzuki which are of real attention and attraction i.ie Honda and Toyota has great impact on the psyche of the people. when customers go for purchasing a car, they prefer by that creative perception. Honda & Toyota is less loyal to customer due to its high cost, low reliability, low performance, and lack of 3S availability, high cost of maintenance and Spare Parts and shape as compare to Toyota. Honda City model 2005was highly drop down because the car shape was did not appreciated in Pakistan moreover it was also failed in specific duration becaus e of side mirror of the car the reason was that the side mirror was resisted by pillar of front quarter window which customer felt uncomfortable when he/she viewed back side. These problems had been shifted from the loyal brand. If a Customers delighted by Suz uki he/she does not want to try Honda City car because they have no much information about it and vise versa. We feel that the purpose of this study has been fulfilled to some extant. extan t. The theory describe that brand name has a power, which attracts the customers towards branded products. We founded that S Uzuki attracts more people.


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Glossary

‘A’ Automobile: motor car or car is a wheeled motor vehicle used for transporting passengers

‘B’ Business: any legal activity to earn profit

‘C’ Customer: one who purchases or receives a product Cash: used to purchase good mostly CRM: Customer Relation Management is a model for managing a company's interactions with

current and future customers

‘D’ DMIS: Dealer Management Information System Desk Job: a job that you do in an office working at a desk

‘E’ Effective: adequate to accomplish a purpose Efficient: Being effective without wasting time or effort or expense


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Ethics: Rules and principles that define right and wrong con duct

‘F’ Feed Back : The degree to which carrying carr ying out work activities required by a job results in the

individual‟s obtaining direct and clear information about his or her performance

Follow-up: To come or go after; proceed behind ‘G’ Genuine parts: Original Equipment General Manager: An individual who bears responsibility for the overall performance of the

organization or one of its major self-contained divisions

‘H’ Human skills: The ability to work well with other people individually and in a group

‘I’ Imported: An approach to going global that involves selling products at home and that are made

overseas

‘J’ Job card: a document of previous and the present history of the vehicle


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‘L’ Leading: Management function that involves motivating subordinates, influencing individuals or

teams as they work, selecting the most effective communication channels, or dealing in any a ny way with employee behavior issues

‘M’ Management: Coordinating work activities so that they are completed efficiently and effectively

with and through other people Manager: Someone who works with and through other people by coordinating their work

activities in order accomplish organizational goals. Mission: The purpose of an organization

Market Economy: An economic system in which resources are primarily owned and controlled

by the private sector. Market Strategy: a process that can allow an organization to concentrate its resources on the

optimal opportunities with the goals of increasing sales Market Value: The amount for which something can be sold on a given market

‘O’

Opportunities: Positive trends in external environment factors Organizing: Management functions that involves the process of creating a n organization‟s

structure by determining what tasks are to be do ne, who is to do them, how the tasks are to be University of the Punjab Gujranwala Campus

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grouped, who reports to whom, and where decisions are to be made

‘P’

Performance: The end result of an activity Planning: The process of setting goals and deciding how best to achieve them

‘Q’

Quality: The ability of a product of or service to reliably do what it‟s supposed to do and to

satisfy customer expectations

‘R’ Repurchase: the action of buying something back Recommend: advise or suggest (something) as a course of action Revisit: visit again

‘S’ SAP: Systems, Applications and Products in data processing Strength: Any activities the organization does well or any unique resources that it has SWOT Analysis: An analysis of the organization‟s strengths, weaknesses, opportunities, and

threats University of the Punjab Gujranwala Campus

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‘T’ Technical skills: Knowledge of and proficiency in a specialized field Threats: Negative trends in external environmental factors

‘V’ Vehicle delivery: purchaser of product claim he has received that product

‘W’ Weaknesses: Activities the organization does not do well or resources it needs but does not

possess identifying


Internship Report on Suzuki Gujranwala motors

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