TRAINING REPORT ON "STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT”
Submitted to MAHARSHI DAYANAND UNIVERSITY, ROHTAK
In partial fulfillment of the requirements for the award of the degree of
BACHELOUR OF BUSINESS ADMINSTRATION (INDUSTRY INTEGRATED) (IV SEMESTER)
Submitted by
Name : Ankit Dua Regn. No : 1073900342 Roll No. 1090110342
OJAS INSTITUTE OF MANAGEMENT ELC CODE: 330923011 B-1, Sector 16, Rohini, Delhi-110085
CERTIFICATE This is to certify that Ankit Dua, a student of the Maharshi Dayanand University, Rohtak, has prepared his training report entitled “STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT”
in MARUTI SUZUKI under my guidance. He has fulfilled all
requirements leading to award of the degree of BBA (Industry Integrated). This report is the record of bonafide training undertaken by him and no part of it has been submitted to any
other
University
or
Educational
institution
degree/diploma/fellowship or similar titles or prizes.
I wish him all success in life.
Miss. Bushra Coordinator
for
award
of
any
other
STUDENT DECLARATION I hereby declare that the training Report conducted at Under the guidance of Miss. Bushra
Submitted in partial Fulfillment of the requirements for the Degree of BACHELOR OF BUSINESS ADMINSTRASTIVE (Industry Integrated)
TO
MAHARSHI DAYANAND UNIVERSITY, ROHTAK is my original work and the same has not been submitted for the award of any other degree/diploma/fellowship Or other similar titles or prizes.
Ankit Dua Place:
Regn. No. :
CERTIFICATE This is to certify that Mr. Ankit Dua who is pursuing BBA (industry Integrated) course of Maharshi Dayanand University, Rohtak, at Ojas Institute of Management has undergone management training at our organization from
His performance during the training period was found to be good.
We wish him success for his future endeavours.
Customer Care Manager
CONTENTS: CHAPTER 1: INTRODUCTION 1.1 General Introduction about the sector 1.2 Industry Profile. a. Origin and development of the industry. b. Growth and present status of the industry c. Future of the Industry.
CHAPTER:2 PROFILE OF THE ORGANIZATION 2.1 Origin of the Organization. 2.2 Growth, development & Present status of the Organization. 2.3 Organization Structure and Organization Chart. 2.4 Product and Service profile of the Organization. 2.5 Market profile of the Organization. CHAPTER: 3 DISCUSSIONS ON TRAINING 3.1 Student’s work profile (Role and Responsibilities) 3.2 Key learning from training. CHAPTER 4: STUDY OF SELECTED RESEARCH PROBLEM 4.1 Statement of research problem 4.2 Statement of research objectives. 4.3 Research design and methodology. CHAPTER 5: ANALYSIS 5.1 Data Analysis. 5.2 Summary of findings. CHAPTER 6: SUMMARY AND CONCLUSIONS 6.1 Summary of learning Experience. 6.2 Recommendations. APPENDICES Annexure are like copy of questionnaires, interview schedule. BIBLOGRAPHY
CHAPTER 1
INTRODUCTION
1.1
General introduction about the sector.
Over a period of more than two decades the Indian Automobile industry has been driving its own growth through phases. The entry of Suzuki Corporation in Indian passenger car manufacturing is often pointed as the first sign of India turning to a market economy. Since then the automobile sector witnessed rapid growth year after year. By late-90's the industry reached self reliance in engine and component manufacturing from the status of large scale importer. With comparatively higher rate of economic growth rate index against that of great global powers, India has become a hub of domestic and exports business. The automobile sector has been contributing its share to the shining economic performance of India in the recent years.
With the Indian middle class earning
higher per capita income, more people are ready to own private vehicles including cars and two-wheelers. Product movements and manned services have boosted in the sales of medium and sized commercial vehicles for passenger and goods transport. Side by side with fresh vehicle sales growth, the automotive components sector has witnessed big growth. The domestic auto components consumption has crossed rupees 9000 crores and an export of one half size of this figure Overview Of Automobile Industry The Indian automobile industry is going through a technological change where each firm is engaged in changing its processes and technologies to sustain the competitive advantage and provide customers with the optimized products and services. Starting from the two wheelers, trucks, and tractors to the multi utility vehicles, commercial vehicles and the luxury vehicles, the Indian automobile industry has achieved tremendous amount of success in the recent years.As per Society of Indian Automobile Manufacturers (SIAM) the market share of each segment of the industry is as follows:.
The market shares of the segments of the automobile industry
The automobile industry had a growth of 15.4 % during April-January 2007, with the average annual growth of 10-15% over the last decade or so. With the incremental investment of $35-40 billion, the growth is expected to double in the next 10 years. Consistent growth and dedication have made the Indian automobile industry the secondlargest tractor and two-wheeler manufacturer in the world. It is also the fifth-largest commercial vehicle manufacturer in the world. The Indian automobile market is among the largest in Asia.The key players like Hindustan Motors, Maruti Udyog, Fiat India Private Ltd, Tata Motors, Bajaj Motors, Hero Motors, Ashok Leyland, Mahindra & Mahindra have been dominating the vehicle industry. A few of the foreign players like Maruti Suzuki Kirloskar Motor Ltd., Skoda India Private Ltd., Honda Siel Cars India Ltd. have also entered the market and have catered to the customers’ needs to a large extent. Not only the Indian companies but also the international car manufacturing companies are focusing on compact cars to be delivered in the Indian market at a much smaller price. Moreover, the automobile companies are coming up with financial schemes such as easy EMI repayment systems to boost sales. There have been exhibitions like Auto-expo at Pragati Maidan, New Delhi to share the technological advancements. Besides, there are many new projects coming up in the automobile industry leading to the growth of the sector. The Government of India has liberalized the foreign exchange and equity regulations and has also reduced the tariff on imports, contributing significantly to the growth of the sector. Having firmly established its presence in the domestic markets, the Indian automobile sector is now penetrating the international arena. Vehicle exports from
Top Ten Players in Indian Automobile Sector India are at their highest levels. The leaders of the Indian automobile sector, such as Tata Motors, Maruti and Mahindra and Mahindra are leading the exports to Europe, Middle East and African and Asian markets. The Ministry of Heavy Industries has released the Automotive Plan 2006-2016, with the motive of making India the most popular manufacturing hub for automobiles and its components in Asia. The plan focuses on the removal of all the bottlenecks that are inhibiting its growth in the domestic as well as international arena.The domestic players as well as the foreign players dominate the Indian automobile sector. The key players contributing to the growth of the sector are discussed below.
Maruti Suzuki India
Hero Motors Limited
Tata Group
Bajaj Auto Limited
Mahindra Group
Ashok Leyland
Yamaha Motor India
Hyundai Motors India Limited
Maruti Suzuki Kirloskar Motor Private Limited
Honda Siel Cars India Limited
1.2) Industry profile a.) Origin and development of the industry. The automotive industry in India is one of the largest in the world and one of the fastest growing globally. India's passenger car and commercial vehicle manufacturing industry is the sixth largest in the world, with an annual production of more than 3.9 million units in 2011. According to recent reports, India overtook Brazil and became the sixth largest passenger vehicle producer in the world (beating such old and new auto makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil),
growing 16 to 18 per cent to sell around three million units in the course of 2011-12. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand.[3] In 2010, India beat Thailand to become Asia's third largest exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second (after China) fastest growing automobile market in the world. According to the Society of Indian Automobile Manufacturers, annual vehicle sales are projected to increase to 5 million by 2015 and more than 9 million by 2020.[6] By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads. The majority of India's car manufacturing industry is based around three clusters in the south, west and north. The southern cluster consisting of Chennai and Bangalore is the biggest
with
35%
of
the
revenue
share.
The
western
hub
near Mumbai and Pune contributes to 33% of the market and the northern cluster around the National Capital Region contributes 32%. Chennai, is also referred to as the "Detroit of
India" with
the
India
operations
of
Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan Motors, Daimler, Caparo, and PSA Peugeot Citroën is about to begin their operations by 2014. Chennai accounts for 60% of the country's automotive exports. Gurgaon and Manesar in Haryana form the northern cluster where the country's largest car manufacturer, Maruti Suzuki, is based. The Chakan corridor near Pune, Maharashtra is
the western
cluster with
companies like General Motors, Volkswagen, Skoda, Mahindra and Mahindra, Tata Motors, Mercedes Benz, Land Rover, Fiat and Force Motors having assembly plants in the area. Aurangabad with Audi, Skoda and Volkswagen also forms part of the western cluster. Another emerging cluster is in the state of Gujarat with manufacturing facility of General Motors in Halol and further planned for Tata Nano at Sanand. Ford, Maruti Suzuki
and Peugeot-Citroen plants
Gujarat. Kolkatta with Hindustan
are
also
set
to
come
up
in
Motors, Noida with Honda and
Bangalore with Toyota are some of the other automotive manufacturing regions around the country
b) Future Plans of maruti
On May 11, 2011, Maruti announced its plans to design new car models at its Rohtak Plant in India. The new car models will be crafted for the next four years for the Indian and International Market. Maruti is experimenting with new car models in an effort to stay ahead of its competition and will be responsible for 25 per cent of Suzuki, its parent company’s, revenues. In the financial year 2010-2011 Maruti Suzuki reported a net sales figure of 37,522 crore rupees. Maruti will invest in a new plant in Gujarat which will produce 6 million units a year which is being done in an effort to make the company the leader in the car market. The company is having a look at different plants as shown by the Government of India. In another effort, Maruti will introduce four new cars in the Indian market: The mass-market hatchback, a utility vehicle, a new and improved Swift, and a unique SX4. The company plans to release the design of the YE3, the hatchback by JuneJuly 2011 while the car will actually be shown in the Auto Expo 2012. The company plans to design the YE3 without any involvement of Suzuki which is a major feat since most of its cars have been designed in collaboration with Suzuki in the past. The YE3 will be a four-door, four seat hatchback and will be available in a 600-800cc engine and a five speed manual transmission. The company also plans to launch the Maruti R3 under a different name. The Maruti R3 is a Multi-Utility Vehicle that will come in a Rs. 7 lakhs – Rs. 9 lakhs ex-showroom price and is a six-seater compact van strapped with three rows of seats and rear-hinged rear doors. The car will come in both 1.2 litre K-Series engines and a 1.6 litre Variable Valve Timing engine, each of which have been present in the popular models of Swift and SX4. The R3 will compare to an Innova. The company plans to sell it in emerging markets. It will be showcased in the Auto Expo 2012. The company plans to get a diesel engine for the car from Volkswagen. The third new model of Maruti, the new Swift will be launched by July 2011 will a 1.3 litre multi-jet diesel engine and a 1.2 litre K-Series engine. The new Swift fall in the Rs. 3.5 - 5.5 lakhs bracket depending on the model and approximately 17,000 units will be produced each year. Along with coming up with new cars and new plants, Maruti is also expanding its transportation capacity. The company has forged partnerships for this with the Adani group to set up a mega car terminal at the Mundra port.
CHAPTER – 2
PROFILE OF THE MARUTI SUZUKI
2.1) ORIGIN OF MARUTI SUZUKI
(1)Maruti Udyog Limited (MUL) was established in Feb 1981
through
an
Act
of
Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. (2)Suzuki Motor Company was chosen from seven prospective partners worldwide. This was due not only to their undisputed leadership in small cars but also to their commitment
to
activelybring to MUL contemporary technology and Japanese
management practices (which had catapulted Japan over USA to the status of the top auto manufacturing country in the world). (3)A licence and a Joint Venture agreement was signed between Govt of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982 The objectives of MUL then were:
Modernization of the Indian Automobile Industry.
Production of fuel-efficient vehicles to conserve scarce resources. Production of large number of motor vehicles which was necessary for economic growth.
Maruti Suzuki India Limited
Type
Public
Traded as
BSE: 532500 NSE: MARUTI BSE SENSEX Constituent
Industry
Automotive
Predecessor(s) Maruti Udyog Limited Founded
1981
Headquarters
New Delhi, India[1]
Key people
Shinzo Nakanishi (CEO & MD)
Products
Automobiles
Revenue
37,522 crore (US$6.79 billion)(2010-11)[2]
Net income
2,288 crore (US$414.13 million)(2010-11)[2]
Employees
6,903 (2011)[3]
Parent
Suzuki Motor Corporation
Website
www.marutisuzuki.com
2.2) Growth, development & present status of the organization
Our Vision
Our core values 1) Customer obsession. 2) Fast, Flexible and First mover. 3) Innovation and creativity. 4) Networking and partnership. 5) Openness and learning.
Technological Advantage 1) We have to introduced the superior 16 * 4 hypertech engines across the entire Maruti Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a fuel-efficient 4-value engine to create a optimum engine delivery. This means
every Maruti Suzuki owner gets the ideal combination of power and performance from his car. 2) Our other innovation has been the introduced of electronic power steering(EPS) in select models. This result in better and greater maneuverability. In other words our cars have become even more pleasurable to drive.
Production /R & D
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to make a car. More importantly, with an incredible range of 11 models available in 50 variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.
PRODUCTION MILESTONES
i)
1st vehicle produced, December 1983
ii)
1,00,000 vehicles produced by August, 1986
iii)
5,00,000 vehicles produced by June, 1990
iv)
1st vehicle produced, December 1983
v)
1 ,00,000 vehicles produced by August, 1986
vi)
5,00,000 vehicles produced by June, 1990
vii)
10,00,000 vehicles produced by March, 1994
viii)
15,00,000 vehicles produced by April, 1996
ix)
20,00,000 vehicles produced by October, 1997
x)
25,00,000 vehicles produced by March, 1999
xi)
30,00,000 vehicles produced by June, 2000
xii)
35,00,000 vehicles produced by December 2001
xiii)
40,00,000 vehicles produced by April, 2003
xiv)
45,00,000 vehicles produced by April, 2004
MILESTONES 2005
The fiftieth lakh car rolls out in April, 2005
Growth in overall sales by 15.8%
2004
New (non A/C) variant of Alto
Alto becomes India's new bestselling car
LPG variant of 'Omni Cargo'
Versa 5-seater, a new variant
Baleno LXi, a new variant
Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the highest ever since the company began operations 20 years ago
2003
New Suzuki Grand Vitara XL-7
Redesigned and all-new Zen
New upgraded WagonR
Enters into partnership with State Bank of India
Production of 4 millionth vehicles. Listed on BSE and NSE after a public issue oversubscribed 10 times
2002
WagonR Pride
Esteem Diesel. All other variants upgraded
Maruti Insurance. Two new subsidiaries started: Maruti
Insurance
Distributor
Services and Maruti Insurance Brokers Limited
Alto Spin LXi, with electronic power steering
Special edition of Maruti 800, India’s first colour-coordinated car
Maruti True value in Mumbai
Maruti Finance in Mumbai with 10 finance companies
Suzuki Motor Corporation (SMC) increases its stake in Marutito 54.2 percent
2001
Zen LXi
Maruti True Value launched in Bangalore and Delhi
Maruti Versa, India’s first luxury MPV
Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad, Bangalore and Chennai
Launch of versa
2000
First car company in India to launch a Call Center
New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research) launched jointly with the Delhi government to promote safe driving habits.
1999
Maruti 800 EX ( 796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL ( 796cc, MUV, high roof)
Baleno (1600cc, 3 Box Car)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi andChennai as social initiatives
1998
Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
1997
1998 Esteem (1299cc, 3 box car) LX, VX and AX
New Maruti 800 (796cc,hatchback Car) Standard and Deluxe
Produced the 2 millionth vehicle since the commencement of production
1996
Gypsy (E) (970cc, 4WD 8 seater)
Omni (E) (796cc, MUV, 8 seater)
Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car)AX
Launch of 24-hour emergency on-road vehicle service
1995
Esteem 1.3L (1298 cc, 3 box car)VX
With the launch of second plant, installed capacity reached200,000 units
1994
Esteem1.3L (1298cc, 3 box car)LX
Produced the 1 millionth vehicle since the commencement of production
1993
Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as the Alto
1992
SMC increases its stake in Maruti to 50 percent
1991
Reaches cumulative indigenisation of 65 percent for allvehicles produced
1990
Maruti 1000(970cc, 3 box), India’s first contemporary sedan
1988
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Produced 100,000 vehicles (cumulative production)
1985
Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, India’s first affordable car.
Production was started under JVA
1982
License and JV agreement signed between Maruti Udyog Ltd. and SMC of Japan
1981
Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies Act, 1956
2.3) Organization Structure of Maruti Organization Structure Managing Director Shinzo Nakanishi Chairman of the Board R. Bhargava Director Osamu Suzuki Director Davinder Brar
Director Manvinder Banga Director Pallavi Shroff Director Kenichi Ayukawa Director Amal Ganguli
legal & secretary SRA Engineering KA sales & marketing SO Managing Executive Officer IR Managing Executive Officer MP Adminstration SS Production TO Supply chain SM Excutive officer(KA)
2.3 product and services of the Maruti suzuki THE COMPANY OFFERS A PORTFOLIO OF 14 BRANDS, RANGING FROM THE PEOPLE”S CAR, MARUTI 800, TO THE LUXURY SEDAN, KIZASHI.
Maruti 800
Change your life
Maruti 800 has gone beyond just being a car; it has transformed the lives of millions of people across the country by bringing the joy of motoring to them.
Let’s Go
ALTO
Alto is a great combination of economy, practicality and styling. Its refreshed model offers smart changes in the interiors. Alto is the largest selling car in India and globally. The Alto K10 has an appealing design that is well-complemented with elegant and smart accessories. The powerful 1litre K-series engine makes the Alto K10 an exhilarating drive. Thoughtful engineering has made the Alto K10, a truly eco-friendly car.
ESTILO
Take a fresh view of life
With its aerodynamic contours and smooth curves, the Estilo is a perfect combination of sturdiness and class. The all-new Estilo comes with the K-series engine, Detent Pin
Transmission Technology and cable system that offer smooth gear shifting and great handling.
WAGONR
For the smarter race
Based on a new platform, the all-new WagonR is the tallest in its class and has a distinct sloping stance. The new WagonR is powered with the K-series engine that delivers improved power and fuel efficiency. The new frame type front suspension, three point control arm and gas filled McPherson struts lead to better stability and riding comfort.
A-STAR
Stop @ nothing
Made in India to meet European standards, the A-star symbolises the beginning of a revolution with its unique aerodynamic styling. Powered by the K-series petrol engine, the A-star is ELV compliant and ensures maximum recyclability of all parts when they complete their life span. The A-star is exported to many countries under the brand name Suzuki Alto and Suzuki Celerio.
RITZ
Live the moment
The Ritz combines modern European design, the latest in engine technology and Suzuki's global expertise in compact cars. It is an exceptional blend of modern design and practicality with its aerodynamic share and best-in-class headroom and legroom. The K12M petrol engine and 1.3 litre DDiS diesel engine powering the Ritz are supremely refined and silent.
SWIFT
You are the fuel
he new Swift comes with a new platform that makes it longer and wider. Lighter bodyweight along with improved engine dynamics, leads to best-in-class acceleration and a high power to weight ratio. While the plush, eye-riveting interiors add exuberance, the new Swift gets an enhanced external appeal with futuristic styling yet retains the characteristic sporty, bold and youthful DNA of 'brand Swift'. The new Swift is powered by the advanced K-series and DDiS engines. *Launched in August 2011
DZIRE
The heart car
With its desirable exteriors and luxurious interiors, the DZire is a car that has everything one can desire. The car comes with excellent handling and luggage space and a spirited engine. It has reassuring security features such as dual front airbags, Anti-lock Brakes System (ABS) and Electronic Brake-force Distribution (EBD).
SX4
Men are back
Revolutionary European design; world class "drive-by-wire" technology; most spacious in its class; steering-mounted audio controls; maximum ground clearance in its class; high on safety with dual airbags; Anti-lock Brake System (ABS) and Electronic Brakeforce Distribution (EBD) are the SX4's salient features. The recently added VVT technology adds a feather to its crown. SX4 now also comes with a 1.3 litre diesel engine.
KIZASHI
Kizashi with its dynamic contours mirrors an athlete in motion and makes a bold and powerful impression. The fine balance of elegance and sportiness makes it a design marvel. A product of in-house engineering and designing by Suzuki, it is India's first sports luxury sedan. Powered by a 2.4 litre engine, the car has upscale interiors and excellent safety features provided by the eight standard airbags.
NEW GRAND VITARA
2.4-Reloaded
Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV heritage to the next level. The Vitara model first hit the roads in Japan in 1988 as a 3door part-time four wheel drive . In its second avatar, the Vitara came armed with a stylish design, superior engineering and a new name, the Grand Vitara.
OMNI
Ab kamyabi se hai sirf omni bhar ka fasla
Omni is truly India's original MPV. Today it is available in five variants, 5 seater, 8 seater, cargo, ambulance and liquefied petroleum gas (LPG). It meets diverse needs across different user segments and can double up both as a people carrier and a goods carrier. It is easy on the pocket, yet tough on the job
EECO
Happiness family size
Be it a short trip, a picnic or a drive to the market, things are always best enjoyed when done with the family. Eeco has a perfect mix of power, style, space, comfort and safety that ensures you and your family have an enjoyable experience every time. The Eeco is available as a 5-seater and a 7-seater and in the cargo version as well.
GYPSY KING
There is a gypsy in everyone
With superb manoeuvrability, smooth handling and raw energy, packed into a sleek yet rugged frame, the Gypsy King is the real adventure MUV whether ploughing through dirt tracks, climbing formidable terrain or making way through city traffic. Maruti Suzuki is proud to support the operations of the country's defence services with the tailor made Gypsy King.
2.4) Market Profile of the MARUTI SUZUKI There are Four major Competitors
Daewoo Motors India Ltd.
Hindustan Motors Ltd.
Mahindra & Mahindra Ltd.
TATA moters.
(1)Daewoo Motors India Ltd.
The company was first established as National Motor in 1937 in Bupyeong-gu, Incheon, South Korea. The name was changed to Saenara Motor in November 1962. Saenara was assembling and selling Datsuns Bluebird P310.[1] Very first automobile company in Korea, Saenara was equipped with modern assembly facilities, and was established after the Automobile Industry Promotion Policy was announced by the South Korean government in 1962.[2] Saenara Motor was then bought by Shinjin Industrial in 1965, which changed its name to Shinjin Motors after establishing collaborations with Toyota. After Toyota's withdrawal in 1972, Shinjin Motor started a joint venture with General Motors under the name General Motors Korea (GMK), but was renamed again in 1976 to Saehan Motor. GMK shortly sold their Rekord under the GMK marque, together with the Holden Torana based Chevrolet 1700.
(2) Hindustan Motors Ltd.
Hindustan Motors is an Indian automaker based in Kolkata, West Bengal, India. It is part of the Birla Technical Services industrial group. The company was the largest car manufacturer in India before the rise of Maruti Udyog. It is the producer of the Ambassador car, widely used as a taxicab and as a government limousine. This car is based on the Morris Oxford, a British car that dates back to 1954. One of the original three car manufacturers in India, founded in 1942 by Mr. B.M. Birla,it was a leader in car sales until the 1980s, when the industry was opened up from protection. Manoj Jha was the Managing Director and R.Yeshwanth. Mr.Manoj Jha stepped down from the post on 21 February '2012.It began in Port Okha near Gujarat, and in 1948, moved to West Bengal. The Place is now Called Hindmotor. (3) Mahindra & Mahindra Ltd.
Mahindra & Mahindra Limited (M&M) (BSE: 500520) is an Indian multinational automaker headquartered in Mumbai, Maharashtra, India. It is one of the largest
automobile manufacturers by production in India and a subsidiary of Mahindra Group conglomerate. The company was founded in 1945 in Ludhiana as Mahindra & Mohammed by brothers K.C. Mahindra and J.C. Mahindra and Malik Ghulam Mohammed.[3] After India gained independence and Pakistan was formed, Mohammed emigrated to Pakistan where he became the nation's first finance minister. The company changed its name to Mahindra & Mahindra in 1948.[4] It is ranked #21 in the list of top companies of India in Fortune India 500 in 2011
(4)Tata Motors
Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45% Tata Motors Limited is India's largest automobile company, with consolidated revenues of USD 14 billion in 2008-09. It is the leader in commercial vehicles and among the top three in passenger vehicles. Tata Motors has winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer with over 24,000 employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4 million vehicles in India.Tata Motors is the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the United Kingdom, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two British brands which was
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 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining stake in 2009. Hispano's presence is being expanded in other markets.In 2006, Tata Motors formed a joint venture with the Brazilbased Marcopolo, a global leader in bodybuilding for buses and coaches to manufacture fully built buses and coaches for India and select international markets. 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. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008. Tata Motors is also expanding its international footprint by franchises and joint ventures assembly operations in Kenya, Bangladesh, Ukraine, Russia, Senegal and South Africa. With over 3,000 engineers and scientists, 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, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, a development which signifies a first for the global automobile industry. Nano brings the comfort and safety of a car within the reach of thousands of families. The standard version has been priced at USD 2,200 or Rs.100,000 (excluding VAT and transportation cost). The Tata Nano has been subsequently launched as planned, in India in March 2009.
CHAPTER 3 DISCUSSIONS ON TRAINING
3.1) Student Work Profile
Handling customer talking’s and maintaining company register. Execution of home visits to the customer address along with sales executive.
Knowledge about the finance process and the various check points. Pitching of the various sales promotions. Handling the road show @ pitampura along with sales team. Visiting customer address to resolve the complaints raised and attaining satisfaction note from customer.
Handling of customer meet and helping in organizing the event. Helping the team members on distribution of maruti brands visit at the mapped transport department office to observe the vehicle registration process.
Handling of customer complaints. Calling to customers where payment given at the time of booking has got dishonored.
Visit @ workshop to observe the flow of process there Understanding the process of new number plate registration process. Understanding the insurance renewal process and the tariff chart with exceptions.
Handling the case for insurance claim process Preparation of daily report in the given format Greeting and congratulating the customer at the delivery area Handling cases related to registration of commercial vehicles. Handling the accessories counter along with the team members
3.2) Key Learning From Training 1. A detailed project plan agreed before project commencement helped to achieve successful delivery 2. Rigorous and flexible use of effective project techniques that incorporated project planning, continuous monitoring and reporting of the progress, as well as effective resource management. Allowed project management team to better control the entire process as well as allow for more efficient change management 3. Shared vision contributing to creating a single purpose of vision necessary to deploy a potent programme 4. Senior management support – a critical element. It brought in an additional sense of importance and urgency. It also ensured that, if delivered successfully, the entire organisation would benefit from the project 5. Effective relationship management due to the level of collaboration involved, effective relationship management among the stakeholders, sponsors, outsourcers and end-users cannot be over emphasised. Managing the relationship with external outsourcing service providers was identified as being particular important 6. Effective change management that ensured smooth inter and intra-organisational transformation 7. Effective management of multiple stakeholders where regular meetings with direct stakeholders were carried out to ensure that all requirements and expectations have been met, and any conflicts between stakeholder interests were resolved 8. Regular progress meetings which helped to evaluate stages in project development 9. Effective and continued communication among the parties was sustained and helped in leading to project success 10. Skilled and competent staff - the empowerment and flexibility of staff to adapt to the new environment, helped in achieving success in the complex IT projects. 11. User involvement – project managers should pay particular attention to the customer side of the project delivery and ensure the continuous involvement of end users throughout the project life-cycle
CHAPTER 4 STUDY OF SELECTED RESEARCH PROBLEM \
4.1 )Statement of research problem 1. The present study can be extended to access the present marketing condition of Indian automobile sector. 2. The study can be used to design a proper product, price, place and promotional strategy for the market. 3. From the present study we can know the market share of different products and accordingly formulated strategy to enhance it. 4. The result of marketing success can be interpreted to assess the rate of employee satisfaction in various departments. 5. This study can be applied to find out an effective distribution channel to enhance the sale of various products of Maruti motors.
4.2 )Statement Of Research Objective The object of report is not only to focus on competitors but also to get the competitive position in the national as well as international market through customer satisfaction. These are as follows. To discover and translate the needs and desire of customer into products and services so as to create the demand of the product (through planning and producing planned product). To serve the customer through channel of distribution. To face the keen competition. To know about the marketing strategies used by Maruti Suzuki.. To know about the marketing strategies of the competitors of Maruti Suzuki To find out the market share of Maruti Suzuki. To know where Toyota stands as far as the BCG –matrix models concerned.
4.3) Reseach design and methodology
This project depends upon the primary as well as secondary sources which are as follows. Primary Source: Observation Experiment Talking with consumers,retailers and distributors. Secondary Source: Balance sheet of the company Company website SAMPLE SIZE AND AREAS COVERED A customer-based survey was conducted in which 100 people were asked to fill the questionnaire in which 50 people belong to cities of Delhi and GURGAON. Because it was not possible to consider each and every person of those cities or of villages so, PROBABILITY SAMPLE or RANDOM SAMPLE was taken.
STATISTICAL AND PRESENTAION TOOLS
PRIMARY DATA is represented: First classified i.e. grouped qualitatively and quantitatively according to the situation or the type of the data which was collected. After classifying is represented in the form of tables i.e. systematically arranged in columns and rows. Some of the data is also graphically represented in the form of PIE DIAGRAM.
SECONDARY DATA is represented:
In the form of tables. By the way of BAR GRAPHS and SUBDIVIDED BAR GRAPHS (Graphical presentation).
CHAPTER 5 : ANALYSIS
5.1) Data Analysis 1) PERCENTAGE OF MARUTI SUZUKI OWNERS
OWNERS OF MARUTI SUZUKI YES 24%
YES NO
NO 76%
INFERENCE: 76% of the respondents were owners of Maruti Suzuki. 24% of the respondents were owners of others company. 2) CUSTOMER SATISFACTION RATING
CUSTOMER SATISFACTION
17%
SATISFIED DISSATISFIED
83%
INFERENCE: 83% of the Respondents were satisfied with their cars and the services of MARUTI SUZUKI
However 17% of the Respondents were dissatisfied at the same time. 3) PREFERENCES OF BUYING A NEW CAR
PREFERENCES OF BUYING A NEW CAR 40 30 20 10 0 TOYOTA
HYUNDAI
MARUTI
HONDA
INFERENCE: 18% of the respondents would prefer to buy a Maruti Suzuki car against its competitors. 37% of respondents preferred for Maruti Suzuki. 21% and 24% respectively preferred for Hyundai & Honda.
4 )WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT MARUTI SUZUKI.
INFORMATION ABOUT MARUTI SUZUKI 12% DEALERS 20%
PRINT MEDIA T.V.
55% 13%
INTERNET
INFERENCE: Information through Internet and Print media accounts for more than half or 75% of the information shared with the masses. Rest 25% was shared by T.V. and Dealers for providing the information.
5) MARUTI SUZUKI CARS HAS THE MOST FUEL EFFICIENCY
FUEL EFFICIENCY OF MARUTI SUZUKI 100 80 60 40 20 0
78
22
YES
NO
INFERENCE: 78% of the respondents felt that Maruti Suzuki has the most fuel efficiency. While 22% felt it isn’t the most fuel efficient.
6) THE FEATURES OF MARUTI SUZUKI AS COMPARED TO OTHER CARS
FEATURES OF MARUTI SUZUKI 12% 8% 10%
70%
GOOD VERY GOOD NOT SO GOOD SATISFACTORY
INFERENCE:
70% of the respondents felt that the features of the maruti suzuki are good.
While 8% of respondents thought it was not so good, 10% thought it was very good and 12% felt satisfactory about the features.
7) THE QUALITIES THAT BEST DESCRIBES MARUTI SUZUKI
FEATURES THAT BEST DESCRIBES MARUTI SUZUKI 38
40
29
30 15
20
18
10 0 HANDLING
FUEL EFFICIENCY
DESIGN
COMFORT
INFERENCE: Maruti Suzuki is best known for its design & comfort. Then comes Handling and Fuel Efficiency . 8) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI
INTERIORS OF MARUTI SUZUKI 3%
7%
GOOD
16%
VERY GOOD NOT SO GOOD 74%
SATISFACTORY
INFERENCE:
The interiors of maruti suzuki are very good according to 74% of the respondents.
16% said it was very good, 7% said it was satisfactory and 3% felt it was not so good.
9) WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST CAR
WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST CAR MAKE IT MORE FUTURISTIC
15
MAKE IT MORE SPORTY
10 60
15
GIVE IT A RETRO LOOK GIVE IT A CONCEPT CAR LOOK
INFERENCE: To make it the best car in its class it should be made more futuristic which was felt by 60% of the respondents. 15% of the respondents thought it should be made more sporty. 10% wanted it to have a retro look and 15% wanted to give it a concept car look.
10
ARE YOU HAPPY WITH THE AFTER SALES SERVICES
PROVIDED BY MARUTI SUZUKI.
HAPPY WITH AFTER SALES SERVICES PROVIDED BY MARUTI SUZUKI
15% HAPPY UNHAPPY
85% INFERENCE: Overall 85% of the respondents were happy with the after sales service provided by Maruti Suzuki. 15% were unhappy with maruti suzuki due to poor after sales services provided by them.
5.2 summary of findings 76% of the respondents were owners of Maruti Suzuki. 83% of the Respondents were satisfied with their cars and the services of Maruti Suzuki However 17% of the Respondents were dissatisfied at the same time 18% of the respondents would prefer to buy a Maruti Suzuki car against its competitors Information through Internet and Print media accounts for more than half or 75% of the information shared with the masses. Rest 25% was shared by T.V. and Dealers for providing the information 78% of the respondents felt that Maruti Suzuki has the most fuel efficiency
70% of the respondents felt that the features of the Maruti Suzuki are good. While 8% of respondents thought it was not so good, 10% thought it was very good and 12% felt satisfactory about the features Maruti Suzuki is best known for its design & comfort. Then comes Handling and Fuel Efficiency. If Maruti Suzuki is made more affordable then it would win more customers, a theory which was backed by 72% of the respondents.15% and 13% respectively want cheaper spare parts and more service stations. To make it the best car in its class it should be made more futuristic which was felt by 60% of the respondents.15% of the respondents thought it should be made more sporty.10% wanted it to have a retro look and 15% wanted to give it a concept car look.
CHAPTER : 6 SUMMARY AND CONCLUSIONS
6.1 ) Summary Of Learning Experience In the beginning of our training we give our personal introduction and know about the background of the Maruti Suzuki. We get knowledge of Maruti Products currently in market. We get the knowledge about the required documents for Buying a car. what are the points we should remember at the time of buying a car. We learn how to give demo to the clients.
6.2 ) Recommendations Maruti Suzuki should adopt the defensive marketing strategy because as being the second largest car producer in the international market, Maruti Suzuki must at the moment carry out a feasibility study for launching a vehicle in the domestic market where it has models like the Wegonar and alto amongst others. Maruti Suzuki should conduct market survey in Indian market for quails in order to know the perception of Indian consumers. Maruti Suzuki should adopt an offensive marketing strategy for entering in the big car segment. This market is dominated by Maruti Suzuki and Hyundai in the Indian domestic auto market. Maruti Suzuki must plan out an ideal marketing producing capacity ,becaue it faces the problem of over and under capacity in case of upturn and downturn of the market.
.
APPENDICES
QUESTIONNARE I am currently doing my project in MARUTI Company. As a part of my study I am collecting information of the existing customers to know the consumers perception on value added services provided by MARUTI. I kindly request you to fill the following questionnaires.
(A )NAME (B) ADDRESS (C) CONTACT NUMBER (D)INCOME GROUP _________15,000-25,000
_________25, 000-50,000
_________50,000-75,000
_________Above 75,000
(1) DO YOU OWN A CAR? o YES
NO
IF YES, THEN WHICH ONE? (i)TOYOTA
(ii) HYUNDAI
(iii) MARUTI
(2) HOW SATISFIED ARE YOU WITH THE SERVICES OFFERED BY MARUTI SUZUKI ? (i)SATISFIED
(ii) DISSATISFIED
(3) IF SATISFIED, THEN ARE YOU HAPPY WITH THEIR CHARGES AND TIMELY DELIVERY THEY WERE OFFERING? (i)HAPPY
(ii) UNHAPPY
(4) IF GIVEN A CHOICE TO CHOOSE A CAR COMPANY, WHICH COMPANY WOULD YOU CHOOSE? (i) TOYOTA
(ii) MARUTI
(iii) HYUNDAI
(5) WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT MARUTI SUZUKI? (i)DEALERS
(ii) PRINT MEDIA
(iii)T.V.
(iv)INTERNET
(6) DO YOU THINK MARUTI SUZUKI HAS THE MOST FUEL EFFICIENCY? (i)YES
(ii) NO
(7) HOW DO YOU FIND THE FEATURES OF MARUTI SUZUKI AS COMPARED TO OTHER CARS? (i)GOOD
(ii) VERY GOOD
(iii)NOT SO GOOD
(iv) SATISFACTORY
(8) WHICH OF THESE QUALITIES DO YOU THINK BEST DESCRIBES MARUTI SUZUKI?
(i)HANDLING
(ii) FUEL EFFICIENCY
(iii)DESIGN
(iv)COMFORT
(9) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI?
(i)GOOD
(ii) VERY GOOD
(iii)SATISFACTORY
(iv) NOT SO GOOD
(10) ACCORDING TO YOU WHAT SHOULD BE DONE TO IMPROVE MARUTI SUZUKI ?
(i) MAKE IT MORE AFFORDABLE (ii) CHEAPER SPARE PARTS (iii)MORE SERVICE STATIONS
(11) ACCORDING TO YOU WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST CAR?
(i)MAKE IT MORE FUTURISTIC (ii)MAKE IT MORE SPORTY (iii)GIVE IT A RETRO LOOK (iv)GIVE IT A CONCEPT CAR LOOK
(12) ARE
YOU
HAPPY
WITH
THE
PROVIDED BY MARUTI SUZUKI? (i)YES
(ii) NO
(iii) HAPPY BUT IT CAN BE BETTER
AFTER
SALES
SERVICES
BIBLIOGRAPHY Books:
Kotler Philips, Marketing Management: 30th Edition
Chabra T.N., Marketing management 2005
C.B. Gupta, Marketing management 2006
Magazines
Business standard Motoring May 2008 edition
Forbes India Magazine
Internet: www.google.com www.marutisuzuki.com www.yahoo.com www.wikipedia.com
