A

TRAINING REPORT

CUSTOMER SATISFACTION
For the training undergone at

TATA MOTORS ( ROHTAK). Under Supervision of: Sh. Devinder Saini For the partial fulfillment Of award degree of MBA

Submitted by: Rupesh kumar MBA (5-year) 7th. Sem. Roll No. 17 KUK Reg No: 09UD673

Institute of management studies Kurukshetra university, kurukshetra (August-December 2012)

PREFACE

As I have already written in acknowledment that Knowledge Without Application Is Worthless and for application their should be some kind of experince or practice so that we can learn the subject deeply. This is my Training Report or my experience shared in words.I have tried to work my best. This is at Tata Motors, Rohtak. My work was over customer satisfaction. I worked a employee company and analyse about the customer satisfation.

RUPESH

ACKNOWLEDGEMENT

Nothing can be done by single, and this report is also a result of many hands. I would like to show gratitude towards my family that they support me at every step. To learn precisely, we need to have a clear way to see, observe and analyse things. This training was much better than first two trainings or experiences. I learned very much and experienced a lot after completing it like an employee of TATA MOTORS. For a good training, a good company is not so much of matter than the staff is.... So I would like to thank specially to Sh. Devinder Saini (General Manager - Admn), who guide me in my training. AND, also thanks to the whole staff that they cooperate with me and provide me so good conditions to learn more. Knowledge Without Application Is Worthless so, it is very important to provide such an environment in which students can learn and experience their knoledge in the subject. So I would like to sincer thanks to our department, Institute of Management Studies, KUK, That it gave us a great oppourtunity to learn.

RUPESH

DECLARATION

I Rupesh kumar here by declare that i have completed the project entitled Customer satisfaction assinged to me by TATA MOTORS (Name of the company) for the training to be submitted in the partial fufillment of MBA- 5 years degree from kurukshetra University, Kurukshetra. Further, I declare that this is original work done by me and the information provided in the study is authentic to the best of my knowledge and belief. My training period was from 19 June, 2012 to 10 July, 2012 This study has been submitted to any other institution or university for the award of any other degree or for any purpose.

RUPESH

TABLE OF CONTENT
.. 1. Objective Of The Study 2. History Of The Company 3. Company Profile 4. Research Methodology 5. Questionnaire Analysis 6. Findings 7. Suggestions 8. Limitations 9. Conclusion 10. Bibliography

OBJECTIVE OF THE STUDY

To know the consumer satisfaction. Financial performance in automobile industry. Market performance. To Collect the information.

SCOPE OF THE STUDY

To find the Market position. For Economic and the industry environment. This study would be useful for companies to know what people perceive and thinking about Tata Motors and its products. This study would be useful to other students as a secondary data. This study would be useful to form strategies.

HISTORY OF TATA MOTORS

Tata Motors Limited, formerly known as TELCO (TATA )Engineering and Locomotive Company), is a multinational corporation headquartered in Mumbai, India. It is India's largest passenger automobile and commercial vehicle manufacturing company. Part of the Tata Group, and one of the world's largest manufacturers of commercial vehicles. The OICA ranked it as the world's 20th largest automaker, based on figures for 2006. Tata Motors was established in 1945, when the company began manufacturing locomotives. The company manufactured its first commercial vehicle in 1954 in a collaboration with DaimlerBenz AG, which ended in 1969 Tata Motors was listed on the NYSE in 2004, and in 2005 it was ranked among the top 10 corporations in India with an annual revenue exceeding INR 320 billion. In 2004, it bought Daewoo's truck manufacturing unit, now known as Tata Daewoo Commercial Vehicle, in South Korea. It also, acquired a 21% stake in Hispano Carrocera SA, giving it controlling rights in the company. Tata Motors launched the Tata Nano , noted for its Rs 100,000 price-tag, in January 2008. In March 2008, it finalised a deal with Ford Motor Company to acquire their British Jaguar Land Rover (JLR) business, which also includes the Rover, Daimler and Lanchester brand names.

History Of Product:

1.Tata Indica:

After years of dominating the commercial vehicle market in India, Tata Motors entered the passenger vehicle market in 1991 by launching the Tata Sierra, a multi utility vehicle. After the launch of three more vehicles, Tata Estate (1992, a stationwagon design based on the earlier 'TataMobile' (1989), a light commercial vehicle), Tata Sumo (LCV, 1994) and Tata Safari (1998, India's first sports utility vehicle). Tata launched the Indica in 1998, the first fully indigenous passenger car of India. Though the car was initially panned by auto-analysts, the car's excellent fuel economy, powerful engine and aggressive marketing strategy made it one of the best selling cars in the history of the Indian automobile industry. A newer version of the car, named Indica V2, was a major improvement over the previous version and quickly became a mass-favourite. A badge engineered version of the car was sold in the United Kingdom as the Rover CityRover. Tata Motors also successfully exported large quantities of the car to South Africa.The success of Indica in many ways marked the rise of Tata Motors.

2. Tata Brades:

Tata Novus is one of the best selling commercial trucks in South Korea. With the success of Tata Indica, Tata Motors aimed to increase its presence worldwide. In 2004, it acquired the Daewoo Commercial Vehicle Company of South Korea. The reasons behind the acquisition were:

 Companys global plans to reduce domestic exposure. The domestic commercial vehicle market is highly cyclical in nature and prone to fluctuations in the domestic economy. Tata Motors has a high domestic exposure of ~94% in the MHCV segment and ~84% in the light commercial vehicle (LCV) segment. Since the domestic commercial vehicle sales of the company are at the mercy of the structural economic factors, it is increasingly looking at the international markets. The company plans to diversify into various markets across the world in both MHCV as well as LCV segments. To expand the product portfolio Tata Motors recently introduced the 25MT GVW Tata Novus from Daewoos (South Korea) (TDCV) platform. Tata plans to leverage on the strong presence of TDCV in the heavy-tonnage range and introduce products in India at an appropriate time. This was mainly to cater to the international market and also to cater to the domestic market where a major improvement in the Road infrastructure was done through the National Highway Development Project Tata remains India's largest heavy commercial vehicle manufacturer and Tata Daewoo is the 2nd largest heavy commercial vehicle manufacturer in South Korea. Tata Motors has jointly worked with Tata Daewoo to develop trucks such as Novus and World Truck and buses namely, GloBus and StarBus.

3.Hispano Carrocera:

In 2005, sensing the huge opportunity in the fully built bus segment, Tata Motors became acquired 21% stake in Hispano Carrocera SA, Aragonese bus manufacturing company giving it controlling rights of the company.

4.

Daewoo acquisition:

Main article: Tata Daewoo Commercial Vehicle Tata Novus is one of the best selling commercial trucks in South Korea. With the success of Tata Indica, Tata Motors aimed to increase its presence worldwide. In 2004, it acquired the Daewoo Commercial Vehicle Company of South Korea. The reasons behind the acquisition were: Companys global plans to reduce domestic exposure. The domestic commercial vehicle market is highly cyclical in nature and prone to fluctuations in the domestic economy. Tata Motors has a high domestic exposure of ~94% in the MHCV segment and ~84% in the light commercial vehicle (LCV) segment. Since the domestic commercial vehicle sales of the company are at the mercy of the structural economic factors, it is increasingly looking at the international markets. The company plans to diversify into various markets across the world in both MHCV as well as LCV segments

5.JOINT VENTURES:

Tata MarcoPolo released this low-floor bus in India and now it is widely used as public transport In 2005, sensing the huge opportunity in the fully built bus segment, Tata Motors acquired 21% stake in Hispano Carrocera SA, Aragonese bus manufacturing company and introduced its highend inter-city buses in the country. Tata Motors has also formed a 51:49 joint venture with Marcopolo S.A., a Brazil-based global leader, lead by Brian Behrle, in bus body building. This joint venture is to manufacture and assemble fully-built buses and coaches targeted at developing mass rapid transportation systems. The joint venture will absorb technology and expertise in chassis and aggregates from Tata Motors, and Marcopolo will provide know-how in processes and systems for bodybuilding and bus body design. Tata Ace was India's first mini truck Tata Ace, India's first indigenously developed sub-one ton mini-truck, was launched in May 2005. The mini-truck was a huge success in India with auto-analysts claiming that Ace had changed the dynamics of the light commercial vehicle (LCV) market in the country by creating a new market segment termed the small commercial vehicle (SCV) segment. Ace rapidly emerged as the first choice for transporters and single truck owners for city and rural transport. By October 2005, LCV sales of Tata Motors had grown by 36.6 percent to 28,537 units due to the rising demand for Ace. The Ace was built with a load body produced by Autoline Industries.By 2005; Autoline was producing 300 load bodies per day for Tata Motors. Ace is still one of the number makers for TML, TML sold the 2,00,000th Ace in August 2008, within 4 years since its

introduction. Tata Ace has also been exported to several European, South American and African countries. Electric-versions of Tata Ace are sold through Chrysler's Global Electric Motorcars division.

In 2007
In 2007, Tata Motors launched several concept models and future designs of existing models. It also formed joint ventures with various local companies in several countries to assemble Tata cars. Tata Motors launched a re-designed version of Tata Xenon TL during Motor Show Bologna which would be assembled in Thailand and Argentina. A pick-up variant of Tata Sumo was also launched under the program 'Global Pick-Up'. The company plans to launch the new pick-up model in India, Southeast Asia, Europe, South Africa, Turkey and Saudi Arabia. Tata Motors also unveiled newer model of Tata Indigo and Tata Elegante concept-car during the Geneva Auto Show. Tata Motors also formed a joint venture with Fiat and gained access to Fiats diesel engine technology. Tata Motors is looking to extend its relationship with Fiat and Iveco to other segments like the 'Global Pick-Up' program. The launch of the 'Global Pick-Up' will mark the entry of the company into developed markets like Europe and the United States. The project was initially collaboration between Tata Motors and its subsidiary Tata Daewoo Commercial Vehicles, but later Tata Motors decided to work with Iveco as Daewoos design was not in sync with the needs of sophisticated European customers. The company has formed a joint venture with Thailands Thonburi Company, an independent auto assembler, in which Tata Motors will hold a 70% stake.

6.In 2008

COMPRESSED AIR CAR:

Tata OneCAT Motor Development International of Luxembourg has developed the world's first prototype of a compressed air car, named OneCAT. In 2007, MDI owner Guy Negre was reported to have "the backingof Tata".It has air tanks that can be filled in 4 hours by plugging the car into a standard electricalplug. In 2008 MDI planned to also design a gas station compressor, which would fill the tanks in 3 minutes. There are no gasoline costs and no fossil fuel emissions from the vehicle when run in town, but "the compressed air driving the pistons can be boosted by a fuel burner". OneCAT is a five seat vehicle with a 200-litre (7.1 cu ft) trunk. With full tanks it will run at 100 km/h (62 mph) for 90 kilometers (56 mi) range in urban cycle. It is actually a dual fuel car but it is more efficient than any present Hybrid cars.

7.IN 2009 AND ONWARDS Electric vehicles:

Tata Motors unveiled the electric versions of passenger car Tata Indica and commercial vehicle Tata Ace. Both run on lithium batteries. The company has indicated that the electric Indica would be launched locally in India in about 2010, without disclosing the price. The vehicle would be launched in Norway in 2009. Tata Motors' UK subsidiary, Tata Motors European Technical Centre, has bought a 50.3% holding in electric vehicle technology firm Miljbil Grenland/Innovasjon of Norway for US$1.93 M, which specialises in the development of innovative solutions for electric vehicles, and plans to launch the electric Indica hatchback in Europe next year.

8. Tata Nano:

Tata Nano
Tata has developed a car, named Tata Nano , that aims to sell in 2008. It is the least expensive production car in the world: the price is about Rs. 1,00,000 (USD $2,000)The company unveiled the supermini car during the Auto Expo 2008 exhibition in Pragati Maidan , New Delhi. Bajaj Auto and Mahindra-Renault have[when?] plans to launch cars in this price range. Tata has faced controversy over developing the Nano. Some environmentalists are concerned that the launch of such a low-price car could lead to mass motorization in India with adverse effects on pollution and global warming. There was also strong opposition to the compulsory acquisition of land for the proposed car factory in Singur West Bengal. NowTata Motors Limited plan to set up the Nano factory in Sanand, Gujarat, because of the problems faced in West Bengal. To solve this, Tata is goingto produce the E-Nano, an electric version, in partnership with Miljbil Grenland .

9. Jaguar Cars and Land Rover:

Main articles: Jaguar Cars and Land Rover As of 27 March 2008, Tata Motors reached agreement with Ford to purchase their Jaguar and Land Rover operations for US$2 billion. The sale is expected to be completed by the end of the second quarter of 2008Tata will also gain the rights to the Daimler, Lanchester, and Rover brand names. In addition to the brands, Tata Motors has also gained access to 2 design centers and plants in UK. The key acquisition would be of the intellectual property rights related to the technologies. Tata Prima was unveiled during the Geneva Motor Show in 2009. The Luxury Sedan was designed by Pininfrina and has marked the entry of Tata into the international sedan market. The car is to be sold in India by 2013 and around the world by 2015 Tata Motors has expanded its production and assembly operations to several other countries including South Korea, Thailand, South Africa and Argentina and is planning to set up plants in Turkey, Indonesia .

COMPANY PROFILE

Tata Motors Limited formerly TELCO, (NSE: TATAMOTORS, BSE: 500570, NYSE: TTM) is an Indian multinational automotive manufacturing company headquartered in Mumbai, India and a subsidiary of the Tata Group. Its products include passenger cars, trucks, vans and coaches. It is the world's eighteenth-largest motor vehicle manufacturing company, fourth-largest truck manufacturer and second-largest bus manufacturer by volume.[2] Tata Motors has auto manufacturing and assembly plants in Jamshedpur, Pantnagar, Lucknow, Sanand, Dharwad and Pune, India, as well as in Argentina, South Africa, Thailand and the United Kingdom. Tata Motors has produced and sold over 6.5 million vehicles in India since 1954 Originally a manufacturer of locomotives, the company manufactured its first commercial vehicle in 1954 in a collaboration with Daimler-Benz AG, which ended in 1969.[4] In 2010, Tata Motors surpassed Reliance to win the coveted title of 'India's most valuable brand' in an annual survey conducted by Brand Finance and The Economic Times.[5]. Tata Motors was ranked as India's 3rd Most Reputed Car manufacturer
[6]

in the Reputation Benchmark Study - Auto (Cars)

Sector, launched in April 2012. Tata Motors has been ranked 314th in the Fortune Global 500 rankings of the world's biggest corporations for the year 2012.

MANAGEMENT
1. Board Of Director
Mr. Ratan N Tata (Chaiman) Mr. N. A. Soonawala Dr. J.J. Irani

Mr. V.R. Mehta Mr. Nusli N Wadia 2.Seniour management Mr. Ravi Kant : Mr. P. M Telang : Mr. Rajive Dube : Mr. C Ramkrishnan : Executive Director Executive Director President (Passenger Cars) Chief Financial Officer

Swot Analysis - Tata Motors Limited

SWOT Strengths, Weaknesses, Opportunities, Threat

1.STRENGTHS: The internationalization strategy so far has been to keep local managers in new acquisitions, and to only transplant a couple of senior managers from India into the new market. The benefit is that Tata has been able to exchange expertise. For example after the Daewoo acquisition the Indian company leaned work discipline and how to get the final product 'right first time.' The company has a strategy in place for the next stage of its expansion. Not only is it focusing upon new products and acquisitions, but it also has a programme of intensive management development in place in order to establish its leaders for tomorrow. The company has had a successful alliance with Italian mass producer Fiat since 2006. This has enhanced the product portfolio for Tata and Fiat in terms of production and knowledge exchange. For example, the Fiat Palio Style was launched by Tata in 2007,

and the companies have an agreement to build a pick-up targeted at Central and South America.

2.Weaknesses:
The company's passenger car products are based upon 3rd and 4th generation platforms, which put Tata Motors Limited at a disadvantage with competing car manufacturers. Despite buying the Jaguar and Land Rover brands (see opportunities below); Tat has not got a foothold in the luxury car segment in its domestic, Indian market. Is the brand associated with commercial vehicles and low-cost passenger cars to the extent that it has isolated itself from lucrative segments in a more aspiring India? One weakness which is often not recognised is that in English the word 'tat' meansrubbish. Would the brand sensitive British consumer ever buy into such a brand? Maybe not, but they would buy into Fiat, Jaguar and Land Rover.

3.OPPORTUNITIES:
In the summer of 2008 Tata Motor's announced that it had successfully purchased the Land Rover and Jaguar brands from Ford Motors for UK 2.3 million. Two of the World's luxury car brand have been added to its portfolio of brands, and will undoubtedly off the company the chance to market vehicles in the luxury segments. Tata Motors Limited acquired Daewoo Motor's Commercial vehicle business in 2004 for around USD $16 million. Nano is the cheapest car in the World - retailing at little more than a motorbike. Whilst the World is getting ready for greener alternatives to gas-guzzlers, is the Nano the answer in terms of concept or brand? Incidentally, the new Land Rover and Jaguar models will cost up to 85 times more than a standard Nano! The new global track platform is about to be launched from its Korean (previously Daewoo) plant. Again, at a time when the World is looking for environmentally friendly

transport alternatives, is now the right time to move into this segment? The range of Super Milo fuel efficient buses are powered by super-efficient, eco-friendly engines. The bus has optional organic clutch with booster assist and better air intakes that will reduce fuel consumption by up to 10%.

4.THREATS:
Other competing car manufacturers have been in the passenger car business for 40, 50 or more years. Therefore Tata Motors Limited has to catch up in terms of quality and lean production. Sustainability and environmentalism could mean extra costs for this low-cost producer. This could impact its underpinning competitive advantage. Obviously, as Tata globalizes and buys into other brands this problem could be alleviated. Since the company has focused upon the commercial and small vehicle segments, it has left itself open to competition from overseas companies for the emerging Indian luxury segments. For example ICICI bank and DaimlerChrysler have invested in a new Punebased plant which will build 5000 new Mercedes-Benz per annum. Other players developing luxury cars targeted at the Indian market include Ford, Honda and Toyota Rising prices in the global economy could pose a threat to Tata Motors Limited on a couple of fronts. The price of steel and aluminium is increasing putting pressure on the costs of production. Many of Tata's products run on Diesel fuel which is becoming expensive globally and within its traditional home market.

Various Products of Tata Motors

1) Passenger cars and utility vehicles: Tata Sierra Tata Estate Tata Sumo/ Spacio

 Tata Safari Tata Indica Tata Indigo Tata Indigo Marina Tata Winger Tata Nano (3RD March 2009) Tata Xenon XT Tata Xover (2009)

2) Concept vehicles 2000 Aria Roadster 2002 Tata Indica 2002 Tata Indiva 2004 Tata Indigo Advent 2005 Tata Xover 2006 Tata Cliffrider 2007 Tata Elegante 2009 Tata Prima 3) Commercial vehicles Tata Ace Tata TL/ Telcoline /207 DI Pickup Truck Tata 407 Ex and Ex2 Tata 709 Ex Tata 809 Ex and Ex2 Tata 909 Ex and Ex2 Tata 1109 (Intermediate truck)

 Tata 1510/1512 (Medium bus) Tata 1610/1616 (Heavy bus) Tata 1613/1615 (Medium truck) Tata 2515/2516 (Medium truck) Tata Starbus (Medium Bus) Tata Globus (Low Floor Bus)

4) Military vehicles Tata LSV (Light Specialist Vehicle) Tata 2 Stretcher Ambulance Tata 407 Troop Carrier, Tata LPTA 713 TC

MILESTONES
1945 Tata Engineering and Locomotive Co. Ltd. was established to manufacture locomotives and other engineering products. 1954 Collaboration with Daimler Benz AG, West Germany, for manufacture of medium commercial vehicles. The first vehicle rolled out within 6 months of thecontract. 1959 Research and Development Centre set up at Jamshedpur. 1977 First commercial vehicle manufactured in Pune. 1983 Manufacture of Heavy Commercial Vehicle commences. 1986 Production of first light commercial vehicle, Tata 407, indigenously designed,followed by Tata 608. 1991 Launch of the 1st indigenous passenger car Tata Sierra.One millionth vehicle rolled out. 1994 Launch of Tata Sumo - the multi utility vehicle. 1995 Mercedes Benz car E220 launched. 1996 Tata Sumo deluxe launched. 1997 Tata Sierra Turbo launched.

1998 Tata Safari - India's first sports utility vehicle launched.2 millionth vehicles rolled out. Indica, India's first fully indigenous passenger car launched. 2001 Indica V2 launched - 2nd generation Indica.100,000th Indica wheeled out.Launch of the Tata Safari EX 2002 2,00,000th Indica rolled out.Launch of the Tata Sumo'+' Series Launch of the Tata Indigo.Tata Engineering signed a product agreement with MG Rover of the UK. 2003 On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes Tata Motors Limited. 3 millionth vehicle produced. First CityRover rolled out 2004 Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement and completes acquisition of Daewoo Commercial Vehicle Company truck 'NOVUS' , in KoreaSumo Victa launchedIndigo Marina launched Tata Motors lists on the NYSE 2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant Facility inPune The Tata Xover unveiled at the 75th Geneva Motor Show Branded buses and coaches - Starbus and Globus launched Tata Ace, India's first mini truck launched Launch of Novus range of medium trucks in Korea, by Tata Daewoo Commercial Vehicle Co. 2006 Tata Motors vehicle sales in India cross four million mark Indica V2 Xeta launched Passenger Vehicle sales in India cross one-million mark Tata Motors first plant for small car to come up in West Bengal Tata Motors and Fiat Group announce three additional cooperation agreements. 2007 Construction of Small Car plant at Singur, West Bengal, begins on January 21 New 2007 Indica V2 range is launched Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi), announce formation of a joint venture company in Thailand to manufacture, assemble and market pickup trucks. Fiat Group and Tata Motors announce establishment of Joint Venture in India Launch of the Sumo Victa Turbo DI, the new upgraded range of its entry-level utility vehicle, the Sumo Spacio Rollout of the one millionth passenger car off the Indica platform. 2008 Latest common rail diesel offering- the Indica V2 DICOR, launched. Indigo CS (Compact Sedan), worlds first sub four-metre sedan, launched.

Launch of the new Sumo -- Sumo Grande, which combines the looks of an SUV with the comforts of a family car. Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo. Xenon, 1-tonne pick-up truck, launched in Thailand. Tata Motors signs definitive agreement with Ford Motor Company to purchase Jaguar and Land Rover. Indica Vista the second generation Indica, is launched. Tata Motors launches passenger cars and the new pick-up in D.R. Congo. 2009 Tata Nano is launched.

AWARDS

PCBU bags Handa Golden Key Award. Tata Motors receives Uptime Champion Award 2007. NDTV Profit Business Leadership Award. Tata Motors bags National Award for Excellence in Cost Management Tata Motors TRAKIT bags silver award for Excellence in Cost Management Tata Motors chosen as Indias Most Trusted Brand in Cars Business Today selects Mr. P.P Kadle as Indias Best CFO in 2005 Pune Foundry Division bags prestigious Green Foundry Award Tata Motors is Commercial Vehicle Manufacturer of the Year ACE bags Best Commercial Vehicle Design at the BBC-Top Gear Awards Car Maker of the year Award for Tata Motors Tata Motors is Commercial Vehicle Manufacturer of the year.. Tata Motors wins Golden Peacock Award for Corporate Social Responsibility. Tata Motors Jamshedpur wins Energy Efficient Unit Award.

 Tata Motors wins the first CSIR Diamond Jubilee Technology Award.

Marketing Strategies & Methodology

TATA unveiled its long awaited 1 Lakh rupee car (actually a little over 1 lakh after tax) for the masses and they call it The Peoples Car. Its a sweet looking small car, just enough to take four people around the city. 1 Lakh rupees roughly translate to 2500 rupees monthly installment and because of this reason TATA is expect to sell record breaking numbers and leave Indian roads blocked.

Cost Cutting features

The Nano's boot does not open, instead the rear seats can be folded down to access the boot space It has a single windscreen wiper instead of the usual Some exterior parts of it are glued together, rather than welded. It has no power steering. Its door opening lever was simplified. It has 3 nuts on the wheels instead of the statutory 4 nuts. It only has 1 side view mirror Price Tata initially targeted the vehicle as "the least expensive production car in the world"aiming for a starting price of 100,000 rupees or approximately US$2000 (using exchange rate as of March 22, 2009)6 years ago, despite rapidly rising material prices at the time As of August 2008, material costs had risen from 13% to 23% over the cars development, and Tata faced the choice of: introducing the car with an artificially low price through government subsidies and taxbreaks

forgoing profit on the car Model versions At its launch the Nano was available in three trim levels: the basic Tata Nano Std priced at 123,000 Rupees has no extras; the deluxe Tata Nano CX at 151,000 Rupees has air conditioning; the deluxe Tata Nano TX at 135,000 Rupees has air conditioning, Yellow Colour Taxi Version; the luxury Tata Nano LX at 172,000 Rupees has air conditioning, power windows and central locking

RESEARCH METHODOLOGY
The purpose of methodology is to describe the process involved in research work. This includes the overall research design, data collection method, the field survey and the analysis of data.

SOURCES OF DATA COLLECTION

1.Primary:
For my survey primary data have been used as a questionnaire to collect the data.

2.SECONDARY:
The secondary data has been collected from the following modes: Magazines Books Newspaper Data through internet sources.

RESEARCH DESIGN:REA

RESEARCH DESIGN
Research Design is the arrangement for conditioned for data collection & analysis of data in a manner that aims to combined relevance to research purpose with economy in procedure. A research design is a master plan or model for the conduct of formal investigation. It is blue print that is followed in completing study. The research conducted by me is a descriptive research. This is descriptive in nature because study is focused on fact investigation in a well structured from and is based on primary data.

RESEARCH PLAN
Type of study: For completing my study I have gone for sample study because looking at the size of population & the time limitation it was not convenient for me to cover entire population. Hence, I have gone for sample study rather than census study.

SAMPLING PLAN
A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique or the procedure that researcher would adopt in selecting items to be inched in the sample i.e. the size of sample. Sampling plan is determined before data are collected.

Sampling Frame:
The list of sampling units from which sample is taken is called sampling frame. Mandi City map was studied thoroughly and samples were selected from the place in a scattered manner to get effective result.

SAMPLING SIZE:
Total sample size is 100 custumer.

QUESTIONNAIRE ANALYSIS
Q1. How long have you been associated with Tata Motors?

From 1 year From 1 3 years From 3 5 years From 5 7 years Above 7 years

No. of Respondents 0 0 0 80 20

Percentage 0% 0% 0% 80% 20%

Q.2.) How would you rate TATA Motors on the following parameter?

A)Knowledgeable Salesperson.
Strongly Disagreen Disagree Neither Disagree Nor Agree Agree Strongly Agree No. of Respondents 0 0 0 86 14 Percentage 0% 0% 0% 86% 14%

90 80 70 60 50 40 30 20 10 0 s trong ly dis ag ree

no of res p percentag e ag ree

B)Employees spent enough time with you before sales.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No. of Respondents 0 0 0 64 36 Percentage 0% 0% 0% 64% 36%

70 60 50 40 30 20 10 0 s trong ly dis ag ree neither ag ree nor dis ag ree s trong ly ag ree no of res p percentag e

C)Employees spent enough time with you during sales.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No. of Respondents Percentage 0 0% 4 4% 0 0% 62 62% 34 34%

D) Employees spent enough time with you after sales.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No. of Respondents 0 22 0 54 26 Percentage 0% 22% 0% 54% 26%

60 50 40 30 20 10 0 s trong ly dis ag ree neither ag ree nor dis ag ree s trong ly ag ree no of res p percentag e

E) Vehicle in Good Condition.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 2 0 82 16

Percentage 0% 2% 0% 82% 16%

F) Prices Are Affordable.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree No. of Respondents 0 12 15 21 52 Percentage 0% 12% 15% 21% 52%

60 50 40 30 20 10 0 no of res p percentag e s trong ly dis ag reeneither ag ree s trong ly dis ag ree ag ree ag ree nor dis ag ree

G) Attractive Discounts Offered.

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

No. of Respondents 0 26 0 47 27

Percentage 0% 26% 0% 47% 27%

5 0 4 0 3 0 2 0 1 0 0 strong ly disa g ree neither a g ree nor disa g ree strong ly ag ree no of resp percenta g e

H) Responds To complaints Quickly.

No. of Respondents 0 9 12 61 18

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Percentage 0% 9% 12% 61% 18%

70 60 50 40 30 20 10 0

no of resp percentag e strong ly disag ree neither ag ree disag ree ag ree nor disag ree strong ly ag ree

I)

Careful With Personal Information.

No. of Respondents 0 0 8 85 7

Strongly Disagree Disagree Neither Disagree Nor Agree Agree Strongly Agree

Percentage 0% 0% 8% 85% 7%

90 80 70 60 50 40 30 20 10 0

no of res p perc enta g e 3-DColumn 3 s trong ly dis a g ree neither a g ree dis a g ree a g ree nor dis a g ree strong ly a g ree

3) Are you aware of the following facilities provided by TATA?

A)Tata insurance.
No. of Respondents 98
100 80 60 40 20 0 yes no no ofres p percenta g e 3-DColum n3

Yes

Percentage 98%

No 2 2

B) Extended warranty.
Yes No No. of Respondents 97 3 Percentage 97% 3%

C) TATA Motors finance.

No. of Respondents 75 25

Yes No

Percentage 75% 25%

80 70 60 50 40 30 20 10 0 y es no

no of res p percenta g e

D) Genuine Accessories.
No. of

Yes No

Respondents 85 15

Percentage 85% 15%

4) What is your overall opinion about TATA?

Choice Very bad Bad Neither bad nor good Good Very good No. of Respondents 0 0 0 4 96 Percentage 0% 0% 0% 4% 96%

Q 5. How likely would you recommend TATA?

Recommend Very Unlikely Unlikely Neither Unlikely nor likely Likely Very Likely No. of Respondents 0 0 0 10 90 Percentage 0% 0% 0% 10% 90%

FINDINGS

1.Maximum no.of the Respondent have choose Tata car ,as it is well suited for travilling both rural and urban Area. 2.the Maximum no.of people are very much satisfy with the overall performance of Tata car. 3 Most of the custumer has the opinion that looks of Tata car lead to there satisfaction. 4.Custumer are the Dissatisfied with the fuel consumption. 5.Most of the custumer are using the vehical for there own purpose. 6.Custumer are not much with the maintains cost.

SUGGESTIONS

 Increase the profit margin during the continuous financial years. Improving the marketing Strategies. Analysis the business strategies of competitors. Making the decision to capture the rural market. More test drives should be offered. Should be more particular about Post Sales Follow Up as it shows the concern of the company with the customer. Should put in more efforts to promote Tata Motor Finance, Autocard and Accessories

LIMITATION OF THE STUDY

I will have to rely upon the information get from secondary sources (Balance sheet, Profit & Loss Account and Cash Flow ) and given by respondents, which may not be fully true. This study will be limited to only some areas of Rohtak tata motors. It is only for short period of time. Lack of professional approach since researcher is a student. The sample size is only 100 so the sample may not be truly representative of the rohtak. population.

CONCLUSION:

A detailed analysis of the company shows that the company has had a strong fundamental as well as a strong market performance over the years. Given the economic and the industry environment (improving outlook for the CV industry) TATA Motors would be a key beneficiary. While a pick-up in its CV volumes is evident, operating leverage and cost saving initiatives will improve margins. Current Ratio for TATA Motors is greater, which implies that it has comfortable liquidity position, however as compared to its competitors it is least liquid since inventories form a considerable portion of its current assets. It implies that there is potential in theindustry that is not being fully exploited by TATA Motors.

BIBLIOGRAPHY

1.Books: Philip Kotler, Kevin Keller (2009), Marketing Management (Thirteenth Edition) Marketing Management, The McGraw.Hil Company Rajan Saxena (Third Edition)

2.MAGAZINES: OUTLOOK BUSINESS (FEB, 2012) BUSINESS STANDARD (April-July 2012) 3.INTERNET: Tata Motors' Official Website Wiki - Tata Motors Ltd http://www.docasi.com/doc/12248800/Grand-Project-on-NANO-Car http://www.capitaline.com http://www.tatamotors.com/our_world/press_releases.php?ID=458&action=Pull

Questionnaire

Being an esteem customer of TATA Motors Ltd. you are requested to take out a few minutes and fill the following QUESTIONNAIRE: Name: Address: _______________________________________________________________ _______________________________________________________________ ___________________________________________ Pin Code____________ Gender: 1 Male 2 Female Age: Below18 18-25 26-35 36-50 51 and abov e Occupation: Service Business Student Housewife

Q.1) How long have you been associated with TATA Motors? _______________________________________________________________________ Q.2.) How would you rate TATA Motors on the following parameter? 1. 2. 3. 4. 5. Strongly disagree Disagree Neither Neither agrees nor disagrees Agree Strongly agree

a) b) c) d) e) f) g) h) i)

Knowledgeable sales person Employees spent enough time with you: before sales During sales After sales Vehicle in good condition Prices are affordable Attractive discounts offered Responds to complaints quickly

j)

Careful with personal information

Q.3) Are you aware of the following facilities provided by Tata Motors? FACILITIES Yes No a) b) c) d) Tata Motors insurance Extended warranty Tata finance Genuine accessories

Q.4) What is your overall opinion about Tata Motors? 1).Very Bad 2).Bad 3).Neither Bad Nor good 4).Good 5) Very Good Q.5) How likely would you recommend Tata Motors? 1. Very Unlikely 2.Unlikely 3.nither unlikely nor likely 4.likely 5.very likely