TVS MOTOR COMPANY

INTRODUCTION It gives me an immense pleasure to present you this entire project. The topic Is A STUDY REPORT ON CUSTOMER SATISFACTION AND SERVICE ANALYSIS OF MANICKBAG TVS IN BELGAUM CITY the study is undergone at Manickbag TVS. The project report focuses on customer satisfaction and post sale services, of Manickbag TVS motors. A t o heeler sho room in !elgaum city.

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TVS MOTOR COMPANY

EXECUTIVE SUMMARY Topic of the study% &A study report on customer satisfaction and service analysis of Manickbag TVS in !elgaum city' Need for study To understand the satisfaction level of the customer regarding the service provided by Manickbag TVS, to understand re(uired by them in service . O!"e#t$%e of t&e study To kno the customer satisfaction level to ards services of Manickbag TVS. .To kno the problems presently faced by the customers at Manickbag TVS. To study the post sales service performance. To kno the ne area of improvement. Rese'r#& Des$() "rimary Source% )uestionnaire * "ersonal interaction. Secondary Source% +ompany data through Internet. Sample Si,e% $-- customers .ocation% !elgaum. hat are the customer re(uirement and improvement

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TVS MOTOR COMPANY

Out #o*e + Be)ef$ts of t&e study The outcomes of the this project ould give the 0rgani,ation a clear understanding about the customer feedback as ell as there satisfaction level and also to understand hat the problems faced at the time of service. 1ith the help of this study report the organi,ation come to kno the customer feedback and make improvements in the re(uired area. LITERATURE REVIE,

A!out #usto*er s't$sf'#t$o) +ustomer satisfaction occurs hen the e2perience obtained from transaction match

e2pectation. +ustomer may forget e2perience that match e2pectation although, customers ill generally notice and also remember those e2perience that deviated from e2pectation. This stage is particularly kno n as dissatisfaction results in to a feeling of dissonance in case here an e2perience obtains from product3sendee falls short of e2pectations. In opposite situation i.e. state of satisfaction it may result in to repurchase of product 3service as case may be. 0ne has to accept the fact that people i.e. employee in an organi,ation play a crucial role in determining, and delivering of the level of service (uality and ultimately consumers satisfaction. It has been observed that even manufacturing organi,ation have gradually reali,ed the fact that along possible distinct ith tangible offering, intangible customer service the only ay to cerate a point of differentiation and positioning in to the

competitors. It is needless to state companies need to manage customer contact effectively here the desired outcome is a satisfied customer.

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TVS MOTOR COMPANY +ustomer5s satisfaction data customer data provides early arning sing of problems before they sho up in revenue and do n in profit.

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TVS MOTOR COMPANY

Custo*er s't$sf'#t$o) +ustomer satisfaction is the to success. 7etting your customer to tell you 1hat8s good about your products or services, and here you need improvement 9elps you to ensure that your business measures up to their e2pectations. The Attached file contains a customer satisfaction survey form designed to help gather. This important information . it as designed to make it easy for customer to fill out and To make it easy for you to (uickly customi,e to e2actly match your company activities.

It also includes suggestion for distributing the form. :nsuring that customer that ill ;eturn the form, and follo ing up on comments.

-ere 're ' fe. /r$)#$/0es ($%e) !y Ste%e s*$t&. The goal is to e2ceed customer e2pectation. The more the employee satisfaction, the more the customer satisfaction. +ustomer satisfaction is necessary, but not sufficient ho many times do satisfied customer s itch brands< Ans er, a lot. All initiative must be derived from defined problems. =or instance , dissatisfied customers don8t buy. That8s an e2ample of a clear problem.

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TVS MOTOR COMPANY Initiative must produce either measurable or conceptual benefits. ?istinguish bet een the t o benefits types. The plan must be clear and congruent. The plan must be resonate ith the V" and at least a minority of managers ho agree ith the objective and initiative. The follo ing items amplify customer satisfaction given by stevesmith )uality of a company8s product and service. )uality of the relationship bet een the co agent the customer. ;esponsiveness Thoroughness +reativity

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TVS MOTOR COMPANY

STATEMENT OF T-E PROBLEM MANAGEMENT PROBLEM Through this project, the sales and operation manager ant to kno the post sales service performance and to analy,e the satisfaction level by the feedback of the customers. To kno the (uality of service and improvement to be made in the service provided by Manickbag TVS. Rese'r#& /ro!0e* To find the problems faced by the customers and to kno ith the help of customer feedback. Through this project, the sales and operation manager ant to kno the post sales service performance and feedback of the consumers, 0rgani,ation ant to kno the (uality of service and improvement to be made in the service provided by Manickbag TVS Pur/ose of t&e Study To understand the satisfaction level of the customer regarding the service provided by Manickbag TVS, to understand and improvement re(uired by them in service . hat are the customer re(uirement the ne area of improvement

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TVS MOTOR COMPANY

S#o/e of t&e study !elgaum +ity. O!"e#t$%es of t&e study To kno the customer satisfaction level to ards services of Manickbag TVS To kno the problems presently faced by the customers at Manickbag TVS To kno the post sales service performance. To kno the ne area of improvement.

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TVS MOTOR COMPANY

ORGANI1ATION C-ART
+hairman CShashikant MirjiD

Managing ?irector C;amesh ShahD

?irector

Sheel Mirji TVS Sales

S apnil Shah TVS Service

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TVS MOTOR COMPANY

Mr. Fennedy CSales

ManagerD
"rasad CSales :2ecutiveD !harat CSales :2ecutive D

;akti !ack Coffice e2ecutiveD

Vinayak CSupervisionD

Tousif CSupervisorD

Mechanics

Mechanics

;amesh !ilagiC;T0 +o# coordinator D

Shiva CAssistantD

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TVS MOTOR COMPANY

ORGANISATION PROFILE
Game of the 0rganisation Address of the company % Manickbag TVS % Manickbag TVS 4@-, ?har ad ;oad !elgaum. Hear of :stablishment !oard of ?irectors % $EB4 % Shashikant Mirji C+hairmanD ;amesh Shah CM?D Sheel Mirji C?irector TVS salesD S apnil Shah C?irector TVS salesD

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TVS MOTOR COMPANY

MANICKBAG TVS MOTORS

Manickbag TVS motors is a part of Manickbag Automobiles Manickbag automobiles is one of the major automobile dealers in !elgaum city, is located at 4@-, ?har ad road, hich is spread into various diversified, rum by t o of the eminent families, Mirji family and Shah =amily. Though the people of !elgaum may kno it just in the name of dealer of automobiles but it has spread it net into various business units. So let me tell its profile right from beginning of its inception if the foundation of the business it started ith.

T&e -$story

$E/-% the business stared ith the landmark if mill and oil mill. $E>-% one of partners being educated in the field of engineering electrical stated ith the business in automobiles. $E>$% Manickbag automobile came into light, kno for dealers in automobile. $E>6% Manickbag automobiles got the dealership of MI+0 and ":;FIG7S :G7IG:S. ith mechanical and

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TVS MOTOR COMPANY

:G7IG:S. $E>B% Manickbag automobiles came the big screen by getting the dealership of Ashok .eyland Cheavy commercial vehiclesD from hinduja groups. Along ith the dealership of Ashok .eyland, Manickbag even stepped in the dealership of international tractors.

$E>E I@-% Strated ith machine shop in the name of Manickbag garage and industries. $EB4 I B6% 7ot the dealership of t o dealership of TVS mopeds, later heelers from TVS automobiles and strated ith ith

ith motorbike#IG? SJKJFI, and finally also

dealership scooterettesL TVS scooty, Su,uki fiero, victor. $EE/ # 7ave up the dealership of Ashok .eyland Cheavy commercial vehiclesD of the hinduja group and diverting to ards TATA M0T0;S. 1here it had the various types of vehicles to the customer, .+V#light commercial vehicle, 9V+#9eavy commercial vehicles, MJV#Multi Jtility Vehicles, "+?#"assenger +ar ?ivision, since from the year $EEB. Apart from the above#mentioned business diversified taken up by Manickbag automobiles. It also has the dealership of !0S+9, mico !laupaunkt C+ar stereoD also runs a pollution check center approved by the government of Farnatak and ;T0. 9ead office of Manickbag automobile if situated in 9ubli here it again deals ith

TATA vehicles C.+V, 9+V, MJV, "+?D. Apart from having the head office, Manickbag automobiles has it branch office at Ankola and !ijapur alsoL..

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TVS MOTOR COMPANY

TVS GROUP
TVS 7roup as established in $E$$ by Shri. T.V. Sundaram lyenger. As one if India8s largest industrial entities it epitomi,es Trust, Value and Service. TVS Motor +ompany .imited, the third largest t o# heeler manufacture. In India and among the top ten in the orld, ith an annual turnover of over JS? @>- million. The year $EB- is one to be remembered for the Indian t o# heeler industry, ith the roll out of TVS >-, India8s first t o#seater moped that ushered in an era of affordable personal transportation. =or the Indian Automobile sector, it etched in history. TVS Motor +ompany is the first t o# heeler manufacture in the Management. TVS Motor +ompany .imited is one of the largest t o# heeler manufactures and also among the fastest gro ing companies in the country. It is the largest manufacturer of sub $--cc C>-cc, @-cc * A-cc categoryD /# heeler in the orld. It has the uni(ue distinction of having sold nearly 6 million the highest ever in India. It e2ports its range of products to $A countries orld ide. Its unrelenting pursuit of customer satisfaction in all aspects if manufacturing of /# heeler is reflected in over @ million satisfied o ners of mopeds, motorcycles and scooters. Its 6--- highly motivated employees manufacture high (uality vehicles from t o manufacturing plants in 9osur and Mysore, ith a ide dealer net ork of around 6$-. orld to be honored as a break through to be

ith the hallmark of Mapanese )uality IThe ?eming "ri,e for Total )uality

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TVS MOTOR COMPANY

Produ#ts
T o 1heelers in India as set up as a joint venture bet een TVS and ?unlop, JF in heels as 0riginal :(uipment to all major vehicle ith Titan, the heels relating to earthmoving, construction and

$E@-. The company supplies

manufacturers in the country. 1heels India is entering into collaboration orld leader in off#high ay vehicle

agricultural e(uipment. Manufacturing "lants are located at +hennai, Tamil Gadu, ;ampur, J" and ;anjangaon, Maharashtra. 1heels India has a orkforce of $--. Produ#ts ')d Ser%$#e 1heels for commercial vehicle, cars, jeeps, tractors construction e(uipment 3 earth mover and defense vehicle, vehicle. L'u)#&ed Mode0s $. India8s first / seater >-cc Moped TVS >-, launched in Aug $EB-. /. =irst Indian +ompany to introduce $--cc Indo#Mapanese motorcycles in Sept $EB6. 4. .aunched India8s first indigenous Scooterette Csub#$-- cc variomatic scootersD, TVS Scooty in Mune $EE6. 6. Introduced India8s first catalytic converter enabled motorcycle, the $$-cc Shogun in ?ec $EE@. >. .aunched India8s first >#speed motorcycle, the Shaolin in 0ct $EEA. @. .aunched TVS =iero, India8a first $>- cc, 6 stroke motorcycle, in April /---. .aunched TVS Victor, 6#stroke $-- cc motorcycle, in august /--$N India8s first fully indigenously designed and manufactured motorcycle. ire heels for e2port and air suspension systems for commercial

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TVS MOTOR COMPANY

A. .aunched TVS +entra in Manuary /--6, a orld#class 6#stroke $-- cc motorcycle ith the revolutionary VT#I :ngines for best#in#class mileage. B. .aunched TVS Star in Sept /--6, a $-- a motorcycle hich is ideal for rough terrain.

Produ#ts TVS Victor

6#Stroke, $/>cc, performance motorcycle ith VT#I technology.

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TVS MOTOR COMPANY

TVS Apache% 6#Stroke, $>-cc high performance motorcycle.

TVS Scooty% 6#Stroke, E-cc scooterette for the ne generation.

TVS +entra% 6#Stroke, $>-cc premium performance motorcycle.

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TVS MOTOR COMPANY

TVS Star% 6#Stroke, $--cc value for money economy motorcycle for good mileage and rugged terrain.

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TVS MOTOR COMPANY

-ISTORY OF T,O2 ,-EELER INDUSTRY IN INDIA

According to a study conducted by global consulting firm =rost and Sullivan, the t o# heeler industry ill be the fastest#gro ing segment of the Indian automobile industry. The study said that of all personal transportation vehicles, the motorcycle segment gro the fastest, follo ed by passenger cars. Automotive sales in the country ill get a boost from cuts in the e2cise duty, ne automotive market is no model ill

launches, higher disposable incomes and a changing consumer mindset. The Indian a buyers market and the general economic slo do n makes it imperative for industry participants to stay ahead of demand trends, said the firm.

80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Tw o PassengerComercial Three w heelers vehicles vehicles w heelers

Series1

Two wheelers Passenger vehicles Commercial vehicles Three wheelers

78.63% 10.44% 4.03% 3.90%

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TVS MOTOR COMPANY

T o# heelers% Market Si,e * 7ro th

In terms of volume, 6,@$4,64@ units of t o# heelers EM=H/-->

ere sold in the country in

ith />@,A@> units e2ported. The total t o# heeler sales of the Indian

industry accounted for around AA.>O of the total vehicles sold in the period mentioned.

Segmental Growth of the Indian Two Wheeler Industry

After facing its

orst recession during the early $EE-s, the industry bounced back

ith a

/>O increase in volume sales in =H $EE>. 9o ever, the momentum could not be sustained and sales gro th dipped to /-O in =H $EE@ and further do n to $/O in =H $EEA. The economic slo do n in =H $EEB took a heavy toll of t o# heeler sales, ith the year#on#year sales CvolumeD gro th rate declining to 4Oo that year. 9o ever, sales picked up thereafter mainly on the strength of an increase in the disposable income of middle#income salaried people Cfollo ing the implementation of the =ifth "ay +ommission5s financing, and recommendationsD, increasing higher access to relatively ine2pensive models. availability of fuel efficient t o# heeler

Gevertheless, this phenomenon proved short#lived and the t o# heeler sales declined marginally in =H/--$. This as follo ed by a revival in sales gro th for the industry in =H/--/. Although, the overall t o# heeler sales increased in =H/--/, the scooter and

moped segments faced de#gro th. =H/--4 also

itnessed a healthy gro th in overall as hile

t o# heeler sales led by higher gro th in motorcycles even as the sales of scooters and mopeds continued to decline. 9ealthy gro th in t o# heeler sales during =H/--6 led by gro th in motorcycles even as the scooters segment posted healthy gro th

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TVS MOTOR COMPANY the mopeds continued to decline. =igure $ presents the variations across various

product sub#segments of the t o# heeler industry bet een =H$EE>and=H/--6

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TVS MOTOR COMPANY

De*')d dr$%ers The demand for t o# heelers has been influenced by a number of factors over the past five years. The key demand drivers for the gro th of the t o follo s% heeler industry are as

Inade(uate public transportation system, especially in the semi Iurban and rural areasN

Increased availability of cheap consumer financing in the past 4#6 yearsN

Increasing availability of fuel Iefficient and lo #maintenance modelsN

Increasing urbani,ation, hich creates a need for personal transportationN

+hanges in the demographic profileN

?ifference bet een t o# heeler and passenger car prices, hich makes t o# heeler the entry Ilevel vehiclesN

Steady increase in the per capita income over the past five yearsN and Increasing number of models ith different features to satisfy diverse consumer needs.

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TVS MOTOR COMPANY 1ith the demand drivers listed here operate at the broad level, segmental demand is influenced by segment# specific factors.

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TVS MOTOR COMPANY

MARKET C-ARACTERSTICS DEMAND Se(*e)t'0 #0'ss$f$#'t$o) ')d C&'r'#ter$st$#s The three main product segments in the t o# heeler category are scooters, motorcycles and mopeds. 9o ever, in response to evolving demographics and various other factors, other sub#segment emerged, vi, scooterettes, gearless scooters,and6#stroke scooters. 1hile the first t o emerged as response to response demographic changes, the introduction or 6# stroke scooters has follo ed the imposition of stringent pollution controls norms in the early /---, !esides, these prominent sub# segments, product group ithin these sub# segments have gained importance in the recent years. :2amples include $/>cc motorcycles ,$--#$/> cc gearless scooters, etc. The characteristics of each of the three broad segments are discussed. T.o2,&ee0er Co*/'r't$%e C&'r'#ter$st$#s S#ooter "riceP C;s. as in Manuary /-->D Stroke :ngine +apacityCccD Ignition :ngine "o erCbphD 1eightCFgD =uel :fficiency Ckms "er literD .oad carrying Q//,--/#stroke,6# Stroke E-#$>Fick3electronic @.>#E E-#$->-#A> 9igh Motor#y#0e Q4-,--Mainly 6#stroke $--,$/>, Q$/> Fick3:lectronic A#B and above Q$->-#B-R 9ighest Mo/ed Q$/,--/#stroke >-,@Fick3:lectronic /#4 @-#AA-#B.o "age#/6

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TVS MOTOR COMPANY

Se(*e)t'0 M'r3et S&'re The Indian t o# heeler industry has undergone a significant change over the past $- years ith the preference changing from scooters and mopeds to motorcycles. The scooters segment as the largest till =H $EEB, accounting for around 6/O of the t o# heeler sales Cmotorcycles and mopeds accounted for 4AOD and /$ O of the market respectively, that yearD. 9o ever, the motorcycles segment that had itnessed high gro th Csince =H$EE6D became larger than the scooter segment in terms of market share for the. first time in =H$EEE. !et een =H$EE@ and EM=H/-->, the motorcycles segment more than doubled its share of the t o# heeler industry to AEO even as the market shares of scooters and mopeds stood lo er at $@OQ and >O, respectively.

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TVS MOTOR COMPANY

Trends in Segmental Share in Industry Sales (FY1996-9 FY!""#$

1hile scooter sales declined sharply by /BO in =H/--$, motorcycle sales reported a healthy gro th of /-OD, indicating a clear shift in consumer preference. This shift, hich continues, has been prompted by t o major factors% change in the country5s demographic profile, and technological advancements.

0ver the past $-#$> years the demographic profile of the typical t o# heeler customer has changed. The customer is likely to be salaried and in the first job. 1ith a younger audience, the attributes that are sought of a t o# heeler have also changed. =ollo ing the opening up of the economy and the increasing e2posure levels of this ne audience, po er and styling are no as important as comfort and utility. The marketing pitch of scooters has typically emphasi,ed reliability, price, comfort and utility across various applications. Motorcycles, on the other hand, have been traditionally positioned as vehicles of po er and style, features have no hich are rugged and more durable. These designs and been complemented by the availability of ne target

technological innovations. Moreover, higher mileage offered by the e2ecutive and entry# level models has also attracted interest of t o# heeler customer. 7iven this market positioning of scooters and motorcycles, it is not surprising that the ne better suspension offered by motorcycles, they are set of customers heels and has preferred motorcycles to scooters. 1ith better ground clearance, larger demand in rural areas here these characteristics matter most. Scooters are perceived to be family vehicles, hich offer more functional value such as ith the second#hand car "age#/A

ell positioned to capture the rising

broader seat, bigger storage space and easier ride. 9o ever,

market developing, a preference for used cars to ne t o# heelers among vehicle buyers

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TVS MOTOR COMPANY cannot be ruled out. Gevertheless, the past fe years have omenD itnessed a shift in preference ithin the scooters segment.

to ards gearless scooters Cthat are popular among

Motorcycles, offer higher fuel efficiency, greater acceleration and more environment# friendliness. 7iven the declining difference in prices of scooters and motorcycles in the past fe years, the preference has shifted to ards motorcycles. !esides a change in eighed in favour of motorcycles is illing to pay an up#front demographic profile, technology and reduction in the price difference bet een motorcycles and scooters, another factor that has premium the high re#sale value they offer. Thus, the customer is relatively higher resale value.

hile purchasing a motorcycle in e2change for lo er maintenance and a

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TVS MOTOR COMPANY

Su//0y M')uf'#turers As the follo ing graph indicates, the Indian t o# heeler industry is highly concentrated, ith three players#9ero 9onda Motors .td C99M.D, !ajaj Auto .td C!ajaj AutoD and TVS Motor +ompany .td CTVSD # accounting for over B-O of the industry sales as in EM=H/-->. The other key players in the t o# heeler industry are Finetic Motor +ompany .td CFM+.D, Finetic :ngineering .td CF:.D, .M. .td C.M.D, Hamaha Motors India .td CHamahaD, Majestic Auto .td CMajestic AutoD, ;oyal :nfield .td C;:.D and 9onda Motorcycle * Scooter India C"D .td C9MSID.

Although the three players have dominated the market for ' relative long period of time, their individual market shares have undergone a major change. !ajaj Auto as the undisputed market leader till =H/---, accounting for 4/O of the t o# heeler industry volumes in the country that year. !ajaj Auto dominance arose from its complete hold over the scooter market. 9o ever, as the demand started shifting to ards motorcycles, the company itnessed a gradual erosion of its market share. 99M., hich had concentrated on the motorcycle segment, leader. TVS. 0n the other hand, itnessed an overall decline in market share from //O in =H/--- to $BO in EM=H/-->. The share of TVS in industry sales fluctuated on a year on year basis till =H/--4 as it changed its product mi2 but has declined since then. Impact Analysis # T o heelers ;obust demand to continue After an $$.6 per cent gro th in /--4#-6, t o# heeler sales surged by over $A per cent year#on#year CH#o#HD for the first $- months of /--6#->. Sales gro th, led by the sales of BABASAB PATIL "age#/E as the main beneficiary, and almost doubled

its market share from /-O in =H/--- to 6-O in EM=H/--> to emerge as the market

TVS MOTOR COMPANY motorcycles, escalated consistently during the April to Manuary period due to increasing household incomes, easy availability of finance, and the success of certain ne launched during the period. T o# heeler demand is e2pected to gro at a healthy rate of $$#$/ per cent from /--6# -> to /-->#-@. ;ising household incomes, fre(uent ne model launches and the increasing penetration of finance and distribution ill act as key gro th drivers. The motorcycle segment gro th in this segment itnessed stupendous gro th in /--6#-> C/-.4 per cent H#o#HD ill be maintained on account of the entry of global players like models

after a moderate performance Cgro th of $4.A per cent H#o#HD in /--4#-6. The buoyant 9onda Motors and Su,uki Centry e2pected in /-->D and the domestic players5 gro ing focus on motorcycles. The segment is e2pected to gro by $/#$4 per cent in /-->#-@. .ed by the ungeared segment, scooter sales are likely to gro by B per cent, hile moped Sales are e2pected to stagnate or decline marginally in /-->#-@.

Bud(et I*/'#t

Neutral impact on the two-wheeler segment

A. The reduction in the import duty on used t o# heelers

ill not affect the

industry...
!. The hike in the e2cise duty on steel

ill not affect the industry, as cenvat credit can

be availed for the same.

+. The e2tension up to March /--A of $>- per cent deduction on ;*? e2penditure ill marginally benefit domestic t o# heeler players, such as TVS Motors, !ajaj Auto and Finetic.

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TVS MOTOR COMPANY

?. The reduction in personal ta2 rates hich is a positive for t o# heeler demand. ill increase household disposable income,

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TVS MOTOR COMPANY Pr$#es ')d Dut$es4 T o heelers Tariffs C"er cent D /--6#-> T o heelers Steel items @$./ >.$ +ustoms /-->#-@ @$./ >.$ $>.4 $>.4 /--6#-> $@.4 $/./ $@.4 $@.4 :2cise /-->#-@ $@.4 $@.4 $@.4 $@.4

:ngines and engine parts /-.6 0ther components Secure% +;IS IG=A+ /-.6

M'"or P0'yers Co*/')y )'*e !ajaj Auto .td. 9ero 9onda Motors .td. TVS Motors +ompany .td. I*/'#t Geutral Geutral Geutral I*/'#t f'#tors A,!,+,? A,!,+,? A,!,+,?

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TVS MOTOR COMPANY

Su!s$d$'r$es of TVS Grou/

TV Sundaram lyengar and Sons .imited operates through the three follo ing divisions% TVS Sundaram Motors Madras Auto Service $. TVS and Sons distribute 9eavy duty +ommercial Vehicles, Meeps and +ars. It represents premier automotive companies like Ashok .eyland, Mahindra and Mahindra ltd. =iat and 9onda. It also distributes automotive spare parts for several leading manufacturers. /. TVS * Sons has gro n into a leading logistics solution provider and has set up state#of#the#art arehouse all over the country. It has also diversified into distributing 7arage e(uipment that ranges from paint booths to engine analyses and industrial products.

4. Sundaram !rake .inings .imited# =irst Indian company to manufacture asbestos# free brake linings, applications. 6. Sundaram =asteners .imited# India8s largest manufacturer of radiator caps to 7M in JSA. oven clutch facings and disc pads for automotive

>. Sundaram =inance .imited I .eading consumer finance company in India.

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TVS MOTOR COMPANY @. Sundaram Industries .imited # ith a reputation built over five decades,

comprises several division% custom moulded rubber products, tyre service and coach building. Also speciali,es in refrigerated trucks and bunk beds. A. Sundaram +layton .imited # Sundaram +layton .imited in collaboration as established in $E@/ ith +layton ?e andre 9oldings "lc. C1A!+0 AutomotiveD ell as the domestic aftermarket, hich it

pioneering the manufacture of air brake systems in India. S+. enjoys a major share of the Indian 0:M market as caters to through a strong and ell spread#out distribution net ork S+.#!rakes

division is the first company in India and fourth company outside Mapan to in the ?eming a ard for achieving distinctive performance improvements through T)M. B. Sundaram Motors I Major dealer for Indian and foreign cars in South India and foreign cars in South India. :stablished in $E@@, Sundaram =asteners .imited CS=.D is today the largest manufacturer of high tensile fasteners in India. S=. is also the principal supplier of radiator caps to 7eneral Motors, Gorth America. "o der metal parts include rotors * gears, shock absorber components, value train components, structural components and bushes. +old e2truded parts include gear blanks transmission parts, cams, starter sleeves * pinions and +V joint parts. The radiator caps range includes oil filter caps and fuel filter caps, both metallic and plastic.

Br')#&ed off $)to t&ree d$%$s$o)s

;ubber ?ivision started in $E@/, manufactures moulded rubber products for the e2port and inland markets. +oach ?ivision, started in $E@-, has its main plant in Madurai employees about E-- persons. Tyre Service ?ivision, technical collaboration ith /B branches and a ith deltec orkforce of @--% Sundaram =inance and as incorporated in $EB$ in associate companies promote Transenergy .imited. It ith t o branches. It

=uel System !V, 9olland, internationally fuel

charging systems for Internal +ombustion :ngines using 7aseous =uels as ."7

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TVS MOTOR COMPANY C.i(uefied "etroleum 7asD and +G7 C+ompressed Gatural 7asD. The factory and ;*? Jnit are located at +hennai. A MV established in $EE> by T V Sundaram lyehgar * Sons .imited, Asia Match +ompany .imited, Ashok .eyland 9oldings .imited, Ashok .eyland investments. .imited from India operations ith 1orld ide :nterprises "vt. .td of Sri .anka. The commercial as on looking ere commenced from $EEA and the +ompany has established a vast net ork

of over @- dealers across the length * breadth of the +ountry. Initially the focus vehicles from )uality auto component manufacturers from India, the MV is no

distribution of genuine replacement parts from Ashok .eyland and Tata commercial at e2panding the scope of distribution to cover distribution of spare parts for Mapanese vehicles also. The core strength of the company is its large supplier base from India and vast net ork of dealers. TVS Interconnect System .imited as incorporated in the year $EEE. The company has

its manufacturing facility located at Madurai. The !usiness ?evelopment and Marketing =actions are head (uartered at !angalore. The regional marketing offices are located at !angalore, 9yderabad, Mumbai and ?elhi. Manufacture and assembly of :lectronic connectors, ;f +oa2 "roduct, +able Assembiles, =iber optic "roducts and accessories.

Co*/')y Net.or3
TVS Motor +ompany has one of the most e2tensive net ork ith over >-- dealers and />-- +ustomer touch points. 1e are the first in the t o# heeler industry to measure customer satisfaction, audited by e2ternal consultants of international repute. 1e have taken care to standardi,e facilities across all customer touch points. Jp gradation of faculties and continuous improvement in all processes is given importance.

BABASAB PATIL

"age#4>

TVS MOTOR COMPANY The company also takes an active part in imparting training and capability building in all areas including sales, service and business management. All our dealers are connected through the e2tended net ork of SA", ensuring operational efficiency.

BABASAB PATIL

"age#4@

TVS MOTOR COMPANY

Su//0y C&'$) M')'(e*e)t

=orming the inner of the e2tended TVS familyN our suppliers are involved at every stage of product development. 1e e2tend core values and best practices to all our suppliers. Through continuous taining forums practices. TVS suppliers are committed to (uality through continuous improvement and up gradation of processes. This has helped them obtain prestigious international certifications like IS0 E---, )S E--- * TS $@E6E. The TVS Motor +ompany ;*? team has a strong pool of technical talent supported by state#of#the#art infrastructure capable of developing ne +urrently, more than 6-- engineers and innovative designs. products and ork on developing radically ne e impart T"M CTotal "roductivity MaintenanceD and MIT CMust in TimeD

cutting edge engine technologies. 0ur ;*? team has developed the revolutionary Variable Timing Intelligent CVT#iD :ngines, one of the most innovative technologies developed in the t o heeler industry. TVS ;*? :ngineers have published multiple technical papers in international conferences on engine and vehicle technologies. They also have a number of patents to their credit.

BABASAB PATIL

"age#4A

TVS MOTOR COMPANY

5u'0$ty $s t&e .'y of 0$fe

At TVS Motor +ompany, every department moving to ards total customer satisfaction. In our (uest to achieves orld class levels in (uality as ell as improvements in design ork management, "olicy orks in tandem to produce (uality product.

The people from the pillars of support, strengthening the overall (uality standards and

and processes, the company has formed special task forces to monitor (uality related performance. The basis tents of T)M, including daily follo ed across our organi,ation. Ackno ledges by the Mapanese for )uality. 1e at TVS Motor +ompany are proud to have been a arded the prestigious and coveted ?eming "ri,e, instituted by MJS: CJnion of Mapanese Scientists and :ngineersD. TVS Motor +ompany in the only /# heeler company in the orld to have received this a ard. TVS Motor +ompany T"M e2cellence in India. as also a arded the prestigious &T"M :2cellence a ard =irst management, Fai,en Ccontinuous improvementD, training and standardi,ation are

category' by Mapan Institute of "lant Maintenance CMI"MD, rated as the benchmark in

So#$'0 res/o)s$!$0$ty
This e2tended arm of the company believes in social responsibility and has involved itself in several community development initiatives that have significantly improved the standard of living of the people in >$ villages across the country.

BABASAB PATIL

"age#4B

TVS MOTOR COMPANY

E#o)o*$# de%e0o/*e)t
The program enables people belo the poverty line these adopted villages to earn their

livelihood by involving them in activities that generate income.

-e'0t&
9ealth is one of the main focus areas of the Srinivasan Service Trust. ?ental care campsN eye camps, health check#up and nutrition programs are conducted. The initiative also focuses on primary health, maternal health, child#care and leprosy eradication.

I)fr'stru#ture De%e0o/*e)t
The +ompany is actively in the community development of the villages by providing infrastructure facilities such as housing, sanitation, roads drains, bus shelters, medial centre and natural resources management.

Re!u$0d$)( 5u'3e -$t V$00'(es

Suppurated by ;ural ;esearch * ?evelopment Society and Futch Gav Girman Abhiyan, the +ompany has rebuilt &7oyersama' a village in the ?istrict of 7ujarat, by an earth(uake of unprecedented scale and magnitude on /@th Man /--$. hich as hit

Edu#'t$o) ')d 0$ter'#y

In addition to providing infrastructure facilities like ne building for school, the

+ompany helps establish computer education programs for school children. The Srinivasan Service Trust has successfully achieved EBO primary school enrollment in the adopted villages.

BABASAB PATIL

"age#4E

TVS MOTOR COMPANY The performance in Manuary /--@ represents the shape of things to come in the coming months. 1hile the performance of ne brands launched last year, in particular, Sta; +ity continue to beat e2pectations, TVS Apache, the ne segment promises to be a inner as it has already overall performance and style. TVS Sta; +ity is amongst the fe segment of the motorcycle market. TVS Scooty recorded $A,E>A units in Manuary /--@ compared to $6,A/6 units in the same period last year recording a gro th of //O Scooty "epR ungeared scooter category. In the e2port front, TVS Motor +ompany continued its robust performance having e2ported @,4A6 units in Manuary /--@. :2ports recorded a gro th of $6AO compared to the same period last year. on the best &Scooter of the year a ard /--@' by 0V:;?;IV: and it continues to be a dominant plyer in the bikes that have crossed the sale of >-,--- units per $>- cc motorcycle in the premium on several coveted a ards for its

month Sta; +ity has enabled the company to make significant inroads in the economy

BABASAB PATIL

"age#6-

TVS MOTOR COMPANY

A.'rds
TVS A"A+9: bages > coveted a ards by leading Auto Maga,ines &!ike of the Hear' +G!+#T+$B AJT0+A; A1A;?S /--@ &!ike of the Hear' 0V:;?;IV: A ards /--@ &!ike of the Hear' !usiness Standard Motoring A ards /--@ &Indigenous design of the year' 0V:;?;IV: A ards /--@ &?esign of The year /--@#T o heeler' !!+ Top 7ear design a ards /--@

BABASAB PATIL

"age#6$

TVS MOTOR COMPANY

S+00TH ":" ".JS &Scooter of the year' 0V:;?;IV: A ards /--@ IS0T0": /-- C+0G+:"T !IF: =;0M TVS motor +ompany D &?esign of the Hear# +oncept Vehicles' TopS 7ear design a ards /--@

Str'te(y
+0GS0.I?ATI0G is the current theme at TVS Motor. In the intervening period that is, before ne badges. The ne variants have been fine#tuned based on customer feedback. They ill attempt to offer more value to the customer, even as competitors have been nibbling a ay at the company8s market share. The ne variants are basically spruced up versions of bikes that have either been models are rolled out I the company seems to be truing to refocus and offer ith the launch of ne variants under the e2isting potential customers more choice

performing belo e2pectations or attracting customers only in specific markets. So, the obvious t o to get the cosmetologist treatment are the TVS Victor 7T and the Star.

BABASAB PATIL

"age#6/

TVS MOTOR COMPANY

The $$-cc Victor 7T

as not finding many takers from either the $--cc or the $/>cc

segments. ?esigned to attract the entry#level bike buyer interested in a bit more of po er and style, the Victor 7T Cand for that matter the 7.TD has not been able to stir up the same level of interest among potential customers that the original Victor had managed to do. Go , TVS is replacing the Victor 7T ith ne ly developed Victor :dge, and the

principal change is the heart transplant. The old $$-cc engine has been hauled out and a slightly t eaked version of the 7.T8s $/>cc engine has been in its place. The ne , fine#tuned $/>cc engine delivers a higher E./ bhp of peak po er against the B.$ bhp that the earlier $$-cc engine managed. The e2tra po er should give the :dge an advantage in the premium entry#level bikes category. 9o ever, TVS has not chosen to replace the four#speed gearbo2 ith a =ive# speed shifter, a feature that more bikes in this segment ant as part of the package. The Victor :dge8s engine performance has been aided by a roller cam follo er for reducing friction losses, and this is e2pected to improve fuel#efficiency. The engine also features larger valves and a re orked air#bo2 for better sir induction. 0verall, the changes boost peak tor(ue to a high $- Gm at a lo 6,--- rpm. The :dge also features changes to the chassis, including an increased ne ride. The :dge8s heelbase and a

bo2 section s ing arm for greater stability and better maneuverability, handling and heelbase has been increased from $,/--mm to $,/6-mm, and comes

ith gas filled shock absorber at the rear.

BABASAB PATIL

"age#64

TVS MOTOR COMPANY The other additions are optional alloy stickers heels and disc brakes, ne dual tone side panel

ith five colour theme options, enhanced grip levers for better feel, and slightly

re orked s itchgear that feels more study and reliable. The :dge is priced at ;s. 6-,EE- Ce2#sho room, +hannaiD. Along ith the launch of the Victor edge, TVS has unveiled a ne version of the

company8s barebones, entry#level $--cc bike. The Star Cspelt as Sta;D had replaced TVS8 long standing t o#stroke entry#level bike series I the erst hile Ma2 $-- and Ma2 $--; I last year. After the launch of the Star ?.T, the slightly ja,,ed#up version of the basic stripped do n model, the TVS Star +ity, launched earlier this month, the entry#level biker ho ants to continue to stick bit more style and finish. The Star +ity in the city and ill target potential, fuel#efficiency conscious $--cc bike buyers ill be ho live ill no attempt to offer ithin the bounds of this segment, a

illing to pay a marginally higher price for more features and

better looks and finish (uality. 1ith that target audience, the bike is being offered indicator s itches, ne spring shock absorbers lever and a ne ith a ne headlamp fairing and

halogen bulb combo, easy#to#read instrumentation ith a ne blue backlight, push#cancel ith a hand#operated pre#load adjustment sporty silencer and heat shield combo that feature the same diagonally

chopped#off design that Hamaha first brought to the market. Seat idth on the Star +ity has also been increased slightly to improve ride comfort for

long distance travel. The roller cam follo er technology that TVS first adopted in the +entra has been inducted into the Star +ity for friction reduction and increased mileage.

BABASAB PATIL

"age#66

TVS MOTOR COMPANY The bike ill also sport a ne , more rigid, reinforced chassis frame and ider three#inch

tyers at the rear for improved stability and road holding. ?ual tone colours are also being offered and TVS ill soon launch a ne advertising

campaign for all its three ne variants#Sciity "epR, Victor :dge and the Star +ity. There as a time, not long ago, hen a t o# heeler meant a !ajaj +hetak or an .M.

Vespa. In the past five years or so, sales of motorcycles have outstripped sales of nearly all other t o# heelers. +onsumer preferences have shifted in favour of motorbikes and though this is partly related to price factors, it is also due to the fact that motorcycles are actually being seen as better vehicles than the heavy and un ieldy geared scooters. The sales ta2 rationali,ation that took place in the /--$ budget resulted in scooters becoming more e2pensive than before. In addition the government began to enforce strict :uro#emission norms hich forced scooter manufacturers to install catalytic converters in e2isting vehicles or to go in for four#stroke engines to reduce pollution, thus adding to the costs of scooters. !ut, fortuitously, motorcycles norms. Motorcycle, being more suited for commuting than any other vehicle, combines a variety of factors such as comfort, ability to handle bad roads and intrinsic stability. All this makes it e2tremely suitable for the Indian market. 9ere comes gearless but, curiously enough, in the past one year the scooter has not only back, but is surging ahead in sales#and this time it is sleeker, lighter and, most importantly, ithout gears. Indeed, in a number of ! and + cities and small to ns across India, omen and teenagers are taking to gearless scooters like &ducks to ater'. ere already in tandem ith these ne

BABASAB PATIL

"age#6>

TVS MOTOR COMPANY It8s easy to see hy. 7earless scooters are light and easy to handle, have sufficient ith their almost

compartments to carry goods and go easy on fuel, much like mopeds, legendary fuel#saving ability.

In fact, in recent times, auto industry e2perts say there has been a discernible shift of buyers from mopeds to gearless scooters as the latter cost just a coupe of thousand more and come ith sturdier bodies and better looks. Around t o year ago hen sales of geared scooters started falling, a number of hich did not have a motorbike

companies led by 9onda Motor and Scooters India,

model in the market, launched gearless scooters in an effort to gro this segment. The gearless scoters segment CA>#$/> ccD comprises four major players% 9onda Active and the ?ioN Finetic ith the Koom and the GovaN !ajaj SaffireN and TVS ith the Scooty. The 9onda Active8s fast gro th has encouraged other players to come out offerings to increase the market shar. 0ne e2ample is Finetic :ngineeringN company 9inetic Motor, the .una moped in $EA-. ith ne it sister ith ith the

ith the Sunny and the

ho are the pioneers in the gearless scooters segment and the

largest manufacturer of gearless scooters in India starting from humble beginnings

K$)et$# e)er(y
In the past one year the Finetic group has launched a number of automatic scooter models in the domestic market, hich has helped it to get customers ho might have other ise opted for motorcycles. The company is focusing on designing scooter modles specifically suited for Indian conditions. =or instance, its $$>#cc four#stroke Finetic Gova is designed for Indian conditions in its styling and utility. Its success has encouraged the company launch ne variants ith

BABASAB PATIL

"age#6@

TVS MOTOR COMPANY special features. The company has also come out ith a t o#year arranty for its Gova,

launched last year, as an added attraction to foster customer retention. In Manuary /--4 the Finetic group launched the premium Gova ?.T priced at ;s. 4>,>A@ e2#sho room price ?elhi, and announced that it by the end of the year. Also recently, the Gova ?.T launched the Mileage :2pert, an electronic device, improves efficiency by $percent. hich ould launch another gearless scooter

keeps the rider informed of fuel efficiency during the ride and the company claims it

Sout&er) s/$r$t
The South#based TVS Motor is another major player in the gearless scooters market It is also aspiring to become a leadership position in the gearless scoters segment. TVS is planning a ne ith the TVS Victor, Scooty ith a $--#plus cc engine and as part of the fle2ible and Scooty is e2pected to share the engine ith a $$- cc four#stroke engine. +ompany sources

lo #cost product development strategy, the ne hich comes

say the Victor engine can be easily fitted into the ne Scooty ith minor modification. +urrently, the Scooty is available in the sub#A>cc scooterette segment engine, the launched Scooty "ep has A>cc four#stroke engine. TVS is also a major in the mopeds segment its success ith gearless scooters as plan to beef up its product portfolio. ith its TVS +hamp and hopes to replicate Scooty launch is part of TVS8 larger here it competes ith a @-cc

against !ajaj Auto8s Sprit and Sunny. 1hile the lo er#priced variant comes

ell. The ne

BABASAB PATIL

"age#6A

TVS MOTOR COMPANY

In all, TVS plans to roll out si2 ne in the domestic market.

models of scooters and motorcycles ne2t fiscal

ith

a total investment of ;s. @-- corer during the ne2t three years to e2pand its product range

India is the second largest manufacturer and producer of t o# heeler in the and domestic sales respectively. T o 1heeler segment as a hole during the year /--6#-> gre

orld. It

stands ne2t only to Mapan and +hina in terms of the number of t o# heelers produced

by over $>O !acked by ith major to ns and

7overnment8s initiative on rural roads and better connectivity of rural people, the t o crossing @ million t o /--6#->. 9ero 9onda !ajaj Auto 6AO 4-O heeler industry heelers

cities, improved agricultural performance, up ard trend of purchasing po er in the hands as able to achieve the record performance of ith e2act sales standing at @,/-B,B@- during the year

TVS Motors $AO

Future Fo#us
In the future TVS Motor +ompany ill be one among the top t o / heeler companies

in India and one among the top five /# heeler companies in Asia. 1e ill have profitable operations overseas, especially in Asian markets, capitali,ing on

our e2pertise in the areas of manufacturing, technology and marketing. The +ompany ill hone and sustain its cutting edge of technology by constant benchmarking against international leaders. T)M ill be a ay of life and guide all our endeavors.

BABASAB PATIL

"age#6B

TVS MOTOR COMPANY

Perfor*')#e %$s2'2%$# #o*/et$tors

1ith rise in per capita income, lo ering of interest rates, changes in consumer preference to ards trendier t o# heelers, there as a conscious shift in the composition of t o heeler industry led by increase in the demand of motorcycle as against scooters and moped. In =H-6 out of the total t o# heeler industry of >-@ m units, the share of motorcycle as AAO as against 6/O in =HEE. ?uring the period =HEA to =H-6, +A7; of $-O the demand for motorcycle gre hile t o# heeler industry gre at /AO

+A7;. 9o ever, TVS managed to achieve a +A7; of $$O. Thus ere cashing on this boom, TVS8 market share UVictor8 in /--4. model in its stable. This fall has been some hat restricted

hile competitors

as declining due to lack of a 6 stroke ith the introduction of

BABASAB PATIL

"age#6E

TVS MOTOR COMPANY

SAMPLING Sampling Method adopted Systematic sampling the scope of the study is !elgaum city the number of samples collected is $-- units. D't' #o00e#t$o) *et&ods "rimary Source% )uestionnaire * "ersonal interaction. Secondary Source% +ompany data through Internet3 Sample Si,e% $-- customers .ocation% !elgaum.

BABASAB PATIL

"age#>-

TVS MOTOR COMPANY

Me'sur$)( Too0s The measuring tools used for the study is 7raphical and simple percentage method.

BABASAB PATIL

"age#>$

TVS MOTOR COMPANY ANALYSIS + FINDINGS 64 TVS t o heeler model

scooty victor =iero Starcity +entra

Go. of ;espondents 6B 4B B / 6

;espondents in O 6BO 4BO BO /O 6O

According to the survey it is found that most of the respondents have scooty C6BOD and victorC4BODand fe of respondents have fiero ,starcity and centra

74 ?id the salesperson spend sufficient time ith you and e2plain everything about the vehicle<

Go of respondents yes A/

respondents in O A/O "age#>/

BABASAB PATIL

TVS MOTOR COMPANY no /B /BO

Most of the respondentsCA/OD are satisfied ith the service of the salesman and least number of respondentsC/BOD are not satisfied.

84 1as the vehicle delivered on promised time<

Go of respondents yes no B> $>

respondents in O B>O $>O

BABASAB PATIL

"age#>4

TVS MOTOR COMPANY

To most of the respondents CB>OD the vehicle is delivered on promised time. 0nly to fe of the respondentsC$>OD vehicle is not delivered on promised time

BABASAB PATIL

"age#>6

TVS MOTOR COMPANY

94 1ere you offered a test drive during your visit to our sho room<

Go of respondents yes no @6-

respondentsin O @-O 6-O

@-O of the respondents offered the test drive

ere offered test drive and 6-O of ;espondents ere not

>. 9o do you feel about TVS t o heeler vehicles<

Go. of ;espondents aVe2cellent //

;espondents in O //O

BABASAB PATIL

"age#>>

TVS MOTOR COMPANY

bVgood cVmoderate satisfactory unsatisfactory 4$B /6 @ 4-O $BO /6O @O

According to the survey 4-O of the respondents feel good and /6O0f respondents feel satisfactory and //O of the respondents feel e2cellent $BO of respondents feel moderate and @O of respondents feel unsatisfactory

BABASAB PATIL

"age#>@

TVS MOTOR COMPANY @. State the level of satisfaction for the service provided by Manickbag TVS sho room<
respondents in O no of respondents completely satisfied satisfied dissatisfied not at all satisfied niether satisfied nor dissatisfied B 46 $B $6 /@ BO 46O $BO $6O /@O

Most of the respondentsC46OD are satisfied and /@O of respondents Are niether satisfied nor satisfied $BO of respondents are dissatisfied$6Oof respondents are not at all satisfied and BO respondents are fully satisfied

BABASAB PATIL

"age#>A

TVS MOTOR COMPANY

:4 1hether brand name plays important role in purchase of TVS t o heeler<

yes no

no of respondents 6@-

respondents in O 6-O @-O

Most of the respondentsC@-OD feel brandname is important 6-O of the respondents feel brandname is not important

BABASAB PATIL

"age#>B

TVS MOTOR COMPANY

;. 1hat are the reasons to purchase TVS vehicles< no of respondents B@4A> /respondents in O B-O @-O 4-O A>O /-O

mileage lo maintanance brandname price 1ide range of products

BABASAB PATIL

"age#>E

TVS MOTOR COMPANY Most of the respondents feel mileageCB-OD priceCA>ODand lo maintenance C@-OD and 4-O of respondents feel brandname is important /-O of respondents feel ide range of respondents is important

BABASAB PATIL

"age#@-

TVS MOTOR COMPANY

<4 1hen did you o ned TVS vehicles< no of respondents @month $#/years 4years 4#>years $B 4/ 4B $/ respondents in O $BO 4/O 4BO $/O

4BO respondents purchased Vehicles before 4 years 4/O of ;espondents purchased before $# / years $BO of respondents "urchased before @ months and $/O of respondents purchased before 4 I > years

6=. 1hat are the improvements in service that you need from Manickbag TVS Motors<

service in time reliable service availability of spares

no of respondents 4/ $B A

respondents in O 4/O $BO AO "age#@$

BABASAB PATIL

TVS MOTOR COMPANY ell trained mechanics less labour charge B 4> BO 4>O

Most of the respondents are need of less labour charges C4>ODAnd Service in time C4/OD and $BO of respondents need reliable Service and fe of the respondents need ell trained mechanics CBOD And availability of Spares CAOD

664 1hat are the different problems that you face at the time of service of your vehicle<

no of respondents 9igh "rice of Spare parts Got easily available ?elay in service .o (uality of spare parts 4@ $A 4E A

no of respondents in O 4@O $AO 4EO AO

BABASAB PATIL

"age#@/

TVS MOTOR COMPANY

no o res!on"en#s $igh Price o S!are!ar#s %o# easil& avalia'le (eal& in service )ow *+ali#& o s!are!ar#s
Most of the respondents face the problem of delay in service C4EODAnd high price of spare parts C4@OD some of the respondents face problem of not easily availability of spares C$AOD and lo (uality 0f spare parts CAOD

$/. 9o do you rate the service performance of Manickbag TVS. no of respondents no of respondents in O

Very 7ood 7ood Average !ad Very !ad

$@ 6/ 44 E -

$@O 6/O 44O EO -O

BABASAB PATIL

"age#@4

TVS MOTOR COMPANY

Most of respondents rate the service performance as good C6/OD And Average C44OD some of the respondents rate as very good C$@OD And bad CEOD

BABASAB PATIL

"age#@6

TVS MOTOR COMPANY

FINDINGS

According to the survey it is found that most of the respondents have scootyC6BOD and victorC4BODand fe of respondents have fiero ,starcity and centra Most of the respondentsCA/OD are satisfied number of respondentsC/BOD are not satisfied. To most of the respondents CB>OD the vehicle is delivered on promised time. 0nly to fe of the respondentsC$>OD vehicle is not delivered on promised time @-O of the respondents offered the test drive According to the survey 4-O of the respondents feel good and /6O 0f respondents feel satisfactory and //O of the respondents feel e2cellent $BO of respondents feel moderate and @O of respondents feel unsatisfactory Most of the respondentsC46OD are satisfied and /@O of respondents Are niether satisfied nor satisfied $BO of respondents are dissatisfied $6Oof respondents are not at all satisfied and BO respondents are fully satisfied ere offered test drive and 6-O of ;espondents ere not ith the service of the salesman and least

BABASAB PATIL

"age#@>

TVS MOTOR COMPANY Most of the respondentsC@-OD feel brandname is important 6-O of the respondents feel brandname is not important Most of the respondents feel mileageCB-OD priceCA>ODand lo maintananceC@-OD and 4-O of respondents feel brandname is important /-O of respondents feel iderange of respondents is important 4BO respondents purchased Vehicles before 4 years 4/O of ;espondents purchased before $# / years $BO of respondents "urchased before @ months and $/O of respondents purchased before 4 I > years Most of the respondents are need of less labour charges C4>ODAnd Service in time C4/OD and $BO of respondents need reliable Service and fe trained mechanics CBOD And availability of Spares CAOD Most of the respondents face the problem of delay in service C4EODAnd high price of spare parts C4@OD some of the respondents face problem of not easily availability of spares C$AOD and lo (uality 0f spare parts CAOD Most of respondents rate the service performance as good C6/OD And Average C44OD some of the respondents rate as very good C$@OD And bad CEOD Most of the respondents are need of increase in number of service stations to reach ma2imum number customers. Most of the respondents have complaint about delay in availability of spare parts and high price. of the respondents need ell

SUGGESTIONS
To fulfill the needs of the respondents Manickbag TVS should set ne Tilak adi and near MGM+ to reach the ma2imum number customers. branches in the

BABASAB PATIL

"age#@@

TVS MOTOR COMPANY According to the survey most of the respondents are in the need of the improvement in providing service in time and lesslabour charge Manickbag TVS should take action by recruiting in time. To kno the problems faced by the customers at the time of post sale service should ell trained service staff and. And implement machineries to provide service

conduct free check up camps and collect the feedback of at the time of service

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"age#@A

TVS MOTOR COMPANY

CONCLUSION

6. Most of the respondents are satisfied ith the services of Manickbag TVS motors /. .ess labour charge and service in time service in time and increase in number of service station they are three major parameters in demand. 4. The sale of scooty and victor are high as compared other vehicles. 6. Most of the respondents feel good about TVS t o# heeler vehicles.

BABASAB PATIL

"age#@B

TVS MOTOR COMPANY

5UESTIONNAIRE
?ear Sir 3 Madam,

6> TVS t.o .&ee0er *ode0 7> D$d t&e s'0es/erso) s/e)d suff$#$e)t t$*e .$t& you ')d e?/0'$) e%eryt&$)( '!out t&e %e&$#0e @ Yes No

8> ,'s t&e %e&$#0e de0$%ered o) /ro*$sed t$*e@ Yes No

9> ,ere you offered ' test dr$%e dur$)( your %$s$t to our s&o.roo*@

Yes

No

A> -o. do you fee0 '!out TVS t.o .&ee0er %e&$#0e@ '> E?#e00e)t !> (ood #> Moder'te

d> s't$sf'#tory

e> u)s't$sf'#tory

BABASAB PATIL

"age#@E

TVS MOTOR COMPANY

B> St'te t&e 0e%e0 of s't$sf'#t$o) for t&e ser%$#e /ro%$ded !y M')$#3!'( TVS@ '> Co*/0ete0y s't$sf$ed !>s't$sf$ed #> D$ss't$sf$ed

d> Not 't '00 s't$sf$ed

e> Ne$t&er s't$sf$ed )or d$ss't$sf$ed

:> ,&et&er !r')d )'*e /0'ys $*/ort')t ro0e $) /ur#&'sed of TVS t.o .&ee0er@ Yes No

;> ,&'t 're t&e re'so)s to /ur#&'se TVS %e&$#0es@ '> *$0e'(e !> 0o. *'$)te)')#e #> Pr$#e

d> ,$de r')(e of /rodu#ts

e> Br')d)'*e

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BABASAB PATIL

TVS MOTOR COMPANY

6=> Do you su((est ')y $*/ro%e*e)t $) M')$#3!'( TVS@

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TVS MOTOR COMPANY

66> ,&'t 're $*/ro%e*e)ts $) ser%$#e t&'t you de*')d fro* M')$#3!'( TVS@

'> Ser%$#e $) t$*e #> .e00 tr'$)ed *e#&')$#s

!> re0$'!0e ser%$#e #> 0ess 0'!or #&'r(e

67> ,&'t 're t&e d$ffere)t /ro!0e*s t&'t you f'#e 't t&e t$*e of ser%$#e of your %e&$#0e@

'> -$(& /r$#e s/'re /'rts #> De0'y $) ser%$#e

!> Not e's$0y '%'$0'!0e d> Lo. Du'0$ty of s/'re /'rts

68 -o. do you r'te t&e ser%$#e /erfor*')#e of M')$#3!'( TVS@ A> Very Good !> Good #> A%er'(e

D> B'd

e> Very !'d

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TVS MOTOR COMPANY 69>Do u &'%e ')y #o*/0'$)tE /ro!0e* re('rd$)( '%'$0'!$0$ty of s/'res /'rts + ot&er ser%$#es@

6A>N'*e ')d Address

BIBLIOGRAP-Y Market ;esearch by Tull and 9a kins Marketing Management by "hilip Fotler 111. Tvmotors.com 111.tvsvictor.com
.googl.com

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