RNS Motors

RNS MOTORS VIJAYPUR
CHAPTER-1
INTRODUCTION
BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

BBA Programme, Bijapur.
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RNS MOTORS VIJAYPUR
CHAPTER 1
1.1 INTRODUCTION ABOUT INTERNSHIP
The internship is an introduction to the real world of business. It gives an BBA student the
opportunity to understand how the process works in the commercial world. There is a connection
between internship and academic study: the internship shows how business theories work in
application, and why certain practices learned in the classroom are so important. The experience
gives greater meaning and value to what is being taught. An BBA intern can approach his or her
studies with the realization that this is not just tedious material, but actually provides skills that
aid in success.
Internships also give BBA students the opportunity to shine. A challenging stay with a company
can provide the chance to show what has been learned in the classroom. It also lets the BBA
student demonstrate the interpersonal and team skills he or she may have. That is extremely
important. Often times, the ability to work with others is the deciding factor between two equally
qualified candidates when it comes to an employment offer.

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1.2 INTRODUCTION
India is an emerging country with huge potential. The domestic economy is now growing at
around 7-8% per annum and Indias importance in global terms is being reinforced by rapidly
rising exports and domestic consumption. At a time when numbers of a slowdown and
overheating in the Indian economy have started gaining momentum, the Indian rupee sprang a
surprise by pushing the GDP figure past the trillion-dollar (42,00,000 crore) mark.
The automotive industry is at the center of Indias new global dynamic. The domestic market
expanding rapidly as incomes rise and consumer credit becomes more widely available.
Manufacturers product lines are being continually expanded, as is the local automotive
manufacturing base. Expectations are high that India can develop as a global hub for vehicle
manufacturers and as an outsourcing center that offers the global automotive industry solution
high up the automotive value chain.
The automobile industry in India accounts for a business volume of $45 billion and has the
potential to grow much faster both through Indian as well as international manufacturers who
have established huge facilities in the country.
With the worlds second largest and fastest-growing population, there is no denying Indias
potential in both economic and population terms and the effect it will have on the auto industry
in the years to come. The country is already off to a good start, with a well-developed
components industry and a production level of 1 million four-wheeled vehicles a year, plus a
further 5 million two- and three-wheelers
The implications, market drivers and scope of a future massive Indian vehicle market are
covered in the India Strategic Market Profile, a brand-new forecast of Indian automotive and
related activity to 2020. Based on Max Pemberton's unique relational long-term forecasting
model, it forecasts car and CV sales, demographics, materials usage, auto industry employment,
and explains their inter- year of healthy growth in auto industry. The Customer satisfaction is a

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foundation based on which modern organization can dream to build the super structure of
business.
1.5 OBJECTIVES OF THE STUDY

To ascertain the awareness of people towards RNS MOTORS
To know the opinion about Sales Services provided by RNS MOTORS Pvt. Ltd
To study the extent and extent of satisfaction of consumers
To suggest measures to improve level of Customer Satisfaction
Advice to change some attributes of Service Station
To find the overall performance of MARUTI Small Commercial Vehicles
What are the ways to retain the existing customers of MARUTI vehicles to
Service station
To find the level of satisfaction of customers towards Maruthi suzuki Small Commercial
Vehicles at RNS MOTORS Pvt. Ltd

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CHAPTER- 2
INDUSTRY AND COMPANY PROFILE

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CHAPTER 2
2.1 INDUSTRY PROFILE
The automotive industry in India is one of the larger markets in the . India's passenger car and
commercial vehicle manufacturing industry is the sixth largest in the world, with an annual
production of more than 3.9 million units in 2011. According to recent reports, India overtook
Brazil and became the sixth largest passenger vehicle producer in the world (beating such old
and new auto makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain,
France, Brazil), grew 16 to 18 per cent to sell around three million units in the course of 201112. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan,
South Korea, and Thailand. In 2010, India beat Thailand to become Asia's third largest exporter
of passenger cars.
As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million
automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the country
the second (after China) fastest growing automobile market in the world in that year. According
to the Society of Indian Automobile Manufacturers, annual vehicle sales are projected to increase
to 4 million by 2015, no longer 5 million as previously projected.
The majority of India's car manufacturing industry is based around three clusters in the south,
west and north. The southern cluster consisting of Chennai is the biggest with 35% of the
revenue share. The western hub near Mumbai and Pune contributes to 33% of the market and the
northern cluster around the National Capital Region contributes 32%.[7] Chennai, with the India
operations of Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan Motors, Daimler,
Caparo, and PSA Peugeot Citron is about to begin their operations by 2014. Chennai accounts
for 60% of the country's automotive exports.[8] Gurgaon and Manesar in Haryana form the
northern cluster where the country's largest car manufacturer, Maruti Suzuki, is based.[9] The
Chakan corridor near Pune, Maharashtra is the western cluster with companies like General
Motors, Volkswagen, Skoda, Mahindra and Mahindra, Maruthi suzuki Motors, Mercedes Benz,
Land Rover, Jaguar Cars, Fiat and Force Motors[10][11] having assembly plants in the area.
Nashik has a major base of Mahindra & Mahindra with a UV assembly unit and an Engine
assembly unit. Aurangabad with Audi, Skoda and Volkswagen also forms part of the western
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cluster. Another emerging cluster is in the state of Gujarat with manufacturing facility of General
Motors in Halol and further planned for Tata Nano at their plant in Sanand. Ford, Maruti Suzuki
and Peugeot-Citroen plants are also set to come up in Gujarat.[12] Kolkata with Hindustan
Motors, Noida with Honda and Bangalore with Toyota are some of the other automotive
manufacturing regions around the country.
History
The first car ran on India's roads in 1897. Until the 1930s, cars were imported directly, but in
very small numbers. An embryonic automotive industry emerged in India in the 1940s. Mahindra
& Mahindra was established by two brothers as a trading company in 1945, and began assembly
of Jeep CJ-3A utility vehicles. Following the independence, in 1947, the Government of India
and the private sector launched efforts to create an automotive component manufacturing
industry to supply to the automobile industry. However, the growth was relatively slow in the
1950s and 1960s due to nationalization and the license raj which hampered the Indian private
sector. Total restrictions for import of vehicles was set and after 1970 the automotive industry
started to grow, but the growth was mainly driven by tractors, commercial vehicles and scooters.
Cars were still a major luxury. Eventually multinational automakers, such as, though not limited
to, Suzuki and Toyota of Japan and Hyundai of South Korea, were allowed to invest in the Indian
market ultimately leading to the establishment of an automotive industry in India. A number of
foreign firms also initiated joint ventures with Indian companies.

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Maruti Udyog Limited (MUL) was established in February 1981, though the actual
production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at
the time was the only modern car available in India, its only competitors- the Hindustan
Ambassador and Premier Padmini were both around 25 years out of date at that point. Through
2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and
various several other countries, depending upon export orders. Models similar to those made by
Maruti in India, albeit not assembled or fully manufactured in India or Japan are sold by Pak
Suzuki Motors in Pakistan.
The company exports more than 50,000 cars annually and has domestic sales of 730,000 cars
annually.[citation needed] Its manufacturing facilities are located at two facilities Gurgaon and
Manesar in Haryana, south of Delhi. Maruti Suzukis Gurgaon facility has an installed capacity
of 900,000 units per annum. The Manesar facilities, launched in February 2007 comprise a
vehicle assembly plant with a capacity of 550,000 units per year and a Diesel Engine plant with
an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon facilities have
a combined capability to produce over 14,50,000 units annually.
About 35% of [8] all cars sold in India are made by Maruti. The company is 54.2% owned by
the Japanese multinational Suzuki Motor Corporation per cent of Maruti Suzuki. The rest is
owned by public and financial institutions. It is listed on the Bombay Stock Exchange and
National Stock Exchange of India.[citation needed]
During 2007 and 2008, Maruti Suzuki sold 764,842 cars, of which 53,024 were exported. In all,
over six million Maruti Suzuki cars are on Indian roads since the first car was rolled out on 14
December 1983. Maruti Suzuki offers 15 models, Maruti 800, Alto, Maruti Alto 800, WagonR,
Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara, Kizashi and the
newly launched Ertiga. Swift, Swift DZire, A-star and SX4 are manufactured in Manesar,
Grand Vitara and Kizashi are imported from Japan as completely built units(CBU), remaining
all models are manufactured in Maruti Suzuki's Gurgaon Plant.[citation needed] The company
is believed to be moving towards introduction of a new version of Maruti 800 by November
2012, which will be more fuel efficient, though slightly costlier than Alto and existing Maruti
800.[12] The Suzuki Motor Corporation, Maruti's main stakeholder, is a global leader in mini
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and compact cars for three decades. Suzukis strategy is to utillise light-weight, compact
engines with stronger power, fuel-efficiency and performance capabilities. Nearly 75,000
people are employed directly by Maruti Suzuki and its partners. It has been rated first in
customer satisfaction among all car makers in India from 1999 to 2009 by J D Power Asia
Pacific.[13] Maruti Suzuki will be introducing new 800 cc model by Diwali in 2012.The model
is supposed to be fuel efficient, hence more expensive

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2.2 COMPANY PROFILE

If you have travelled in India, taken a route to anywhere around this great nation, chances are
youve driven with us. For over three decades now, Maruti Suzuki cars have been going places.
We started out in 1982 in Gurgaon, Haryana. Little did the then quiet suburb of New Delhi know,
that it was going to become the epicenter of the automobile revolution in India. The year marked
the birth of the Maruti Suzuki factory. India turned out 40,000 cars every year. The new Maruti
Suzuki 800 hit the streets to begin a whole new chapter in the Indian automobile industry.
We set out with an obsession for customer delight, one that was unheard in the corridors of
automobile manufacturers then.

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RNS MOTORS PVT LTD.
Background and inception of the company

The Company started its business in Banglore, Hubli, Murudeshwar Bijapur, Gadag, Sirsi
RNS Motors at Bangalore has a floor area of R N S Motors are dealers for Maruti Udyog
Limited. And have showrooms at Yeshwantpur and Hosur 1,02, 000 Sq. ft and is one of the
biggest, organization..
RNS Motors has won the Platinum Award from Maruti Udyog Ltd. for three years in succession
for overall performance from 2001. These showrooms put together cater to the sales and service
needs of a large section of customers.
Area of R N S Motors is dealers for Maruti Udyog Limited. And have showrooms at
Yeshwantpur and Hosur 102,000 Sq. ft and is one the biggest in the country.
Nature of Business Carried
RNS Motors is authoriz ed dealer of Maruti Suzuki. The business carries by RNS Motors is
dealership. It is a private company.

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2.3 VISION MISSION AND QUALITY POLICY

Maruti SuzukiS VISION:
The leader in the Indian automobile industry.
Creating customer delight and shareholders wealth; a pride of India.
Maruti Suzuki core value
Customer obsession
Fast, flexible and smooth mover
Innovation and creativity
Networking and partnership
Openness and learning.
MISSION
Our mission is to be an automotive System Solution provider Profitable growth through superior
customer service, innovation, quality and commitment.
QUALITY POLICY
Providing value for money, quality and service to satisfy our customer. We will achieve this goal
by continuously improving our quality, and adopting quality standards and system.

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2.4 DEALER PROFILE
Name of the company
: RNS MOTORS LIMITED

Authorised dealer for maruti Suzuki (Automobile)
Founder of the company
: Raga Nagappa Sheety
Chairman of the company
R.C.Bhargava
Managing Director & CEO : Mr. Shinzo N
Location
: Vijaypur
Registered office
: 604/B Murudeshwar Bhavan, Gokul Road, Hubli

580 030
Started in
: 15 July 1995, Bijapur (2004)
Products (Services)
: All maruti suzuki cars

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Products
: Full Range of Maruti Suzuki Commercial Vehicles
(Spsres & Services)
Organization structure
Branch Manager
Sales
Manager
Service Manager
Assistant Manager
Sales Executive
Sales Trainee and Management Trainer
Sales Coordinators
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In- Shop Demonstrator (ISD)
2.5 M ILESTONES
1981 - Maruti Udyog Ltd was incorporated under the provisions of the Indian
o Companies Act, 1956.
1982 - Joint venture agreement signed between Maruti Udyog Ltd. and SMC of Japan.
1983 - Maruti 800, a 796 cc hatchback, Indias first affordable car.

o Production was started.
1984 - Omni, 796 cc MUV. Installed capacity reached 40000 units.
1985 - Launch of Maruti Gypsy (970 cc, 4WD off-road vehicle).
1988 - Installed capacity increased to 100000 units.
1990 - Maruti 1000(970 cc, 3 box), Indias first contemporary sedan.
1991- Reaches cumulative indigent of 65 percent of all vehicles produced.
1992- SMC increases its stake in Maruti to 50 percent.
1993- Zen (993 cc, hatchback car), which was later exported to Europe and
o elsewhere.
1994- Esteem 1.3L (1298 cc, 3 box car) LX,
o Produced the 1 millionth vehicle since the commencement of production.
1995- Esteem 1.3L (1298 cc, 3 box car) VX with the launch of second plant
o Installed capacity reached 200000 units.
1996- Gypsy (E) (970 cc, 4WD 8 seater)
o Omni (E) (976 cc, MUV, 8 seater)
o Gypsy King (1298 cc, 4 wd, off road vehicle)
o Zen automatic (993 cc, hatchback car)
o Esteem 1.3L (1298 cc, 3 box car) AX
1997- Esteem (1299 cc, 3 box car) LX, VX and AX (796 cc, hatchback car)
o Standard and Deluxe
o Produced the 2 millionth vehicle since the commencement of
o Production.
1998- Maruti launches website as part of CRM initiatives.
1999- Maruti 800 EX (796 cc, hatchback car)
o Zen LX (993 cc, hatchback car)
o Zen Vxi (993 cc, hatchback car with power steering)

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o Omni XL (796 cc, MUV, high roof)

o Baleno (1600 cc, 3 box car)
o Wagon R was launched.
2000- First Car Company in India to launch a Call Center.
2001-Customer information centers launched in Hyderabad, Bangalore and
Chennai.
2002-Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2 %
2003-Enters into partnership with State Bank of India,
o Production of 4 millionths vehicle,
o Listed on BSE and NSE after a public issue oversubscribed 10 times.
2004-Maruti closed the financial year 2003-04 with an annual sale of 72122
o units, the highest ever since the company began operations 20 years ago.
2005- Maruti Udyog Limited has reached the highest market share in Indian car
sales with 53% .
2006- Maruti launches Zen Estilo in style.
2007- Maruti Udyog Limited becomes Maruti Suzuki India Limited.
2008- Maruti Suzuki completes 25 years.
2009- Maruti Suzuki Swift becomes fastest to reach 3-lakh milestone.
2010- Maruti Suzuki becomes the first advertiser in India to win the prestigious global
Maruti Suzuki to establish new plant at Manesar.
2011- Maruti Suzuki dedicates its 1000th sales outlet to its customers.
Maruti Suzuki unveils the much awaited SX4 Diesel.
2012- India's favourite car Maruti Suzuki Alto crosses the 20 Lakh sales mark.
Maruti Suzuki attains one million cumulative exports mark.
Maruti Suzuki unveils Indias first Life Utility Vehicle Ertiga.
Maruti Suzuki attains 10 million domestic sales mark.

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2.6 PRODUCT PROFILE

1. Omni (Launched 1984)
2. Gypsy (launched 1985)
3. WagonR (Launched 1999)
4. Alto (Launched 2000)
5. Swift (Launched 2005)
6. Estilo (Launched 2006)
7. SX4 (Launched 2007)
8. Swift DZire (Launched 2008)
9. A-star (Launched 2008)
10. Ritz (Launched 2009)
11. Eeco (Launched 2010)
12. Alto K10 (Launched 2010)
13. Maruti Ertiga(Launched 2012), seven seater MPV R3 designed and developed in
India, will compete with Toyota Innova, Mahindra Xylo, and Tata Sumo Grande.
[45] In early 2012, Suzuki Ertiga will be exported first to Indonesia in Completely
Knock Down car.[46]
14. Maruti XA Alpha based compact SUV to compete with the Ford EcoSport &
Renault Duster will be launched in the year 2014
15. Maruti Alto 800(Launched 2012), Maruti Alto 800 is finally out with a price tag
of Rs.2.44 lakh (ex-showroom New Delhi). Maruti has rolled out three standard
variants-Alto 800 Base, Alto 800 LX and Alto 800 LXi and three CNG variants
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-Alto 800 CNG Base,Alto 800 CNG LX and Alto 800 CNG LXi.[47] The 0.8 litre
of petrol engine is very fuel efficient and pushes the car to produce high class
mileage of 17 to 22 km per litre. The 45.7BHP of peak power produced by the
engine is also successful on road by delivering top-notch performance.
WagonR
New Swift
Alto
ALTO K10
RITZ
ESTILO

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A- STAR
MARUTI 800
Kizashi
Swift Dzire
SX4
Grand Vitara

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EECO
OMINI

Ertiga
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2.8 SWOT ANALYSIS & FUTURE GROWTH
Strengths:
The organization RNS motors limited is vast In terms of place, financial terms, and in
market share.
The parent company that is Maruti Suzuki has 63% of market share in Indian car
industry.
That is one of the strength of RNS motors limited Bijapur.
There is no other service station situated which can compete RNS motors limited.
RNS motors limited Bijapur has its own great good will in the market that is customers
belief about car services.

It is well known as best automobile dealer throughout Karnataka car industry.
Weaknesses
The customers are not happy with price quoted to the spares, accessories. And even some
times services.
Customers complaint about less care taken to their vehicle.
It has to be developed in order to achieve their Vision

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Opportunities
Since the RNS motors Bijapur is situated at posh. As the publics income will be growing
new customers may arise.

As the new launches of car comes at that time. RNS motors ltd offers special offers,
functions for old customers which in return helps to maintain good will in the market.
There are many institutions existing and building up which may build good potential
customers.
By offering new launch cars contests, games, will have a greater chance of developing
new market as well as customers.
Threats
Premises expenses may lead to threatening results. So avoiding organization premises
expenses is necessary.
Launch of Hyundais showroom may result in the decline of RNS Motors sales.

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FUTURE GROWTH AND PROSPECTS

Increasing customer satisfaction towards sales and service
Expand sales and dealer network
Increasing the volume of sales and service in present show rooms
Maintaining long term relationship with new and existing customer
.

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2.9 COMPETITORS

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SALES DEPARTMENT
Managing
Director
Deputy General
Manager
Sales
Manager
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives

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WORK STATION
Managing
Director
Deputy General
Manager
Customer
Care
Manager
Assistant
Customer
Manager
Works
Manager
Assistant
Works
Manager
Care
Service
Advisor
Floor
Supervis
or
Floor
Supervis
or
Technicia
ns
Technicia
ns

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CHAPTER- 4
DEPARTMENT STUDY
INVENTORY DEPARTMENT
SERVICE DEPARTMENT
SALES DEPARTMENT
QUALITY MANAGEMENT SYSTEM DEPARTMENT

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DEPARTMENTS STUDY
A) INVENTORY DEPARTMENT
MAINTAINING GOOD INVENTORY REQUIRES:
1.
Parts Classification
2.
Scientific Demand Forecasting
3.
Correct stocking rules
4.
Ordering based on EOQ, not rule of Thumb
5.
Frequent ordering or fast moving parts
6.
Minimize / eliminate VOR purchase
7.
Proper record maintenance
8.
Proper storage of parts
9.
Regular physical stock checking
CAUSES OF BAD INVENTORY:

1.
Wrong parts ordering
2.
Improper storing of parts
3.
No scientific ordering
4.
Continuous stock ordering

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FUNCTIONS OF SUGGESTED ORDER QUANTITY

1.
It shows the previous month transactions
2.
Present month required parts quality
3.
It shows the time taken for to place the order and getting the same order
4.
It shows the safety stock
QUANTITY
SUGGESTED
FOR
ORDERING
BASED
ON
THE
FOLLOWING
FUNCTIONS FACTORS
1.
Forecast demand (DMD) for the month under consideration
2.
Supply rule table for the part (SRT)
Current stock availability for the part (AVBL)

3.
Pending purchase orders to be realized (PPO)
4.
Back orders for the part, if any (BOQ)(Pending customer order)

SOQ = (DMD*SRT) AVBL PPO + BOQ

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B) SERVICE DEPARTMENT
WORKMEN
25
SUPERVISERS
04
HEAD OF THE DEPT
01
When customer enter the workshop with vehicle then his vehicle problem is
entered in the job card
The job cards are of three copies
Customer copy
A/C copy
For technician
Three free services provided by the company.

After the free services the cost of one paid service is Rs- 450
Following Reports are maintained by services section
Customer complaints
Camps report
Free service reports
Test conducted report
Feed back report
Tools and equipment file.

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Technology used in service
For petrol carMPFI- Multi Point Fuel Injection
For diesel carPre-Delivery Investigation (PDI) Section
Functions of PDI
1. PDI is the co-ordination of sales and services
2. check the damages of the vehicle
3. Register the engine no
4. The main function of PDI is over all checking of vehicle, external damages
through check, paint, electrical connection.

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WORK STATION
Managing
Director
Deputy General
Manager
Customer
Care
Manager
Assistant
Customer
Manager
Works
Manager
Assistant
Works
Manager
Care
Service
Advisor
Floor
Supervis
or
Floor
Supervis
or
Technicia
ns
Technicia
ns

Service
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Terms and conditions for the service
1. The vehicle is driven and tested ( including test drive outside the workshop)
repaired and stored at the sole risk, responsibility and liability of the in case
of damage due to an accident repairs will be carried out the insurance of the
vehicle.
2. The customer indemnity RNS Motors(P) Ltd (BMPL) against any risk liability
responsibility for loss or damage to the vehicle and or life or property of all
persons arising out of repairing / servicing / test driving of the vehicle when
the vehicle is in BMPL custody and the customer confirms, to have obtained
insurance
of
the
vehicle
together
with
accessories
and
other
accompaniments.
3. The customer will not hold BMPL responsible / liable for any delay in delivery
or in carrying out of repairs or procurement of spare parts for reasons beyond
BMPL control.
4. The customer undertakes to delivery of the vehicle within 48 hours of advice

regarding completion of the work. In the event of delay the customer has no
objection to BMPL charging storage charges at Rs 250 per day along with the
charges of repair spare parts etc.

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5. The customer has no objection to BMPL levying estimation charges of Rs 500
or 10% of the total lab hours charge whichever is highest if the job is not
entrusted to
BMPL after obtaining the estimate and agree to pay the same in addition to
storage charges referred to above.
6. Delivery to customer will not be given on credit.
7. Demand draft and pay order should be made in favour of RNS Motors(P) Ltd
payable at Bijapur.
8. No vehicle will be delivered without receipt.
9. Vehicle will not be delivered t customer after 6:30 pm.
Needs Improvements
1. We will provide quality workshop
2. Daily training of manpower
3. Usage of proper tools and equipments
4. We will deliver the car at the promised time.
5. We will fix the problem on the first visit.
6. We will provide proper estimation of charges before start of jobs.
7. We will explain the charges taken and work carried out.
8. We will be helpful and have patience in listening to the needs of the
customer.
9. We will not over estimate the repair time.
10.We will take of services and repair as per customers convenience.

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C)
SALES DEPARTMENT
MD
Managing Director
DGM
Deputy General Manager
T.L
Team Leader
S.E
Sales Executive
M.T.V
Maruti True Value
The following chart explains the Sales Department. In that Sales Manager handles
the sales promotion activities, Customer Care Executive handles the identifying the
customer problems and solving. Branch Managers are district wise and their work is
to take the information form the sales executives about the needs of vehicles and
send the same information to the Sales Manager and bring the vehicles from Sales
Manager to Sales executives.
Karnataka in Bijapur RNS Motors(P) Ltd. showroom is located on PB road at Unkal

Cross. The workshop located at there itself, carries out after sales operations, free
service, paid service and Running repairs. Besides this the workshop also in to
selling of pre-owned cars and Ranks First for the sale of pre-owned cars in India. The
stockyards situated at attach to showroom carries the pre-delivery inspection of all
the vehicles and gets them ready for the sales. It has paved surface stocking area
of about 50 to 100 Maruti vehicles.

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SALES DEPARTMENT
Managing
Director
Deputy General
Manager
Sales
Manager
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives
Team
Leader
Sales
Executives

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D) Quality Management System:
RNS
Motors has a documented and established quality management
system to ensure that

The documentation structure of RNS
Motors can be represented in the
following manner.
1. QULITY MANUAL
2. QULITY SYSTEM ROCEDURES
3. WORK INSTRUCTIONS AND CHECKLIST
4. FORMS AND CARDS
5. REFERENCE STANDARDS AND EXTERNAL ANNUAL
The quality manual describes the ISO 9001: 2000 standards adapted
at RNS Motors.
The quality management system procedure manual BM/HBL/PM/O 1 contents
the detail of how the processes in the organization are being conducted,
control and recorded and meet the customer demands
The work instructions and checklist contains how the specified activities are
to be carried out.
The forms and records support the activities carried out and controlled.
All the external manuals and standards are controlled.
Management Commitment:

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The management of RNS
is committed to quality management system through
leadership and actions. The management shall provides the basic infrastructure and
continually upgrade the work environment.
The management is also committed to
The quality policy and quality objective of organization.

Ensures that the policy is understood, implemented and maintained at all the
levels of the organization
Ensure focus on the customer requirement throughout the organization.
Ensure availability of necessary resources.
Review the established quality management system periodically through the
Management reviews.
Customer Focus at Sales:
The Field executives visit the customers and explain the features of the
vehicle to them
Demonstration and test drives shall be given whenever required.
The Performa invoice/price list terms and conditions will be given.
The order booking forms duly collected from the customer and clarity with
regard to the terms and conditions are explained and the copy id handed
over to customer along with the receipt or payment made.
Any amendment required by the customer, it should be recorded on the order
booking

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RNS MOTORS VIJAYPUR

Forms
The delivery is insured as per the checklist duly explaining all the features
mentioned
In the checklist.
Customer Focus at Service:

a) The customer can book the vehicle for the servicing/repairs either through
the telephone
or personally the front office.
b) The detail shall be entered in 'booking register' by the telephone operator.

c) The list of the vehicles shall be given to front office ~very morning to accept
the vehicles for servicing for that date.
d) The customer can bring their vehicle for servicing without booking. However
such vehicle
shall be accepted only after ensuring that there is enough
capacity for the booked vehicles.

e) On the bases of kilometers run by the vehicle and customer requirement, the
customer shall explained about the type of the servicing/repairs and spare
parts required and to ensure that the service station has the required
capacity to accept the vehicle.
f) Before accepting the vehicle, a mutually acceptable delivery time and date is
fixed with the customer.
g) The customer's consent shall be taken on the estimated cost of the
repair/service of the vehicle.

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RNS MOTORS VIJAYPUR

h) All the details of the work required along with the date and time of the
delivery and the established cost shall be recorded in the job order card
before commencement of the work.
i) Incase of any change in the terms any change in the services, the cost or the
delivery time then the client shall be informed verbally over the phone and
any change shall be recorded in the Job Order Card.
Quality Policy:

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RNS MOTORS VIJAYPUR

The management of RNS
Motors shall always remain committed to its
objectives for quality for with the main thrust on meeting the customer
expectation and requirements.
The management's commitment to quality reflected in its quality
policy.
"We at RNS Motorspledged to make quality a way of life through

commitment to
Continual improvement customer satisfaction and adhering to quality
management
system"
The management ensures that the policy is understood implemented and

maintained at all levels of the organization and continual improvement in customer
satisfaction.
At present our quality objectives are

We ensure that customer complaints do not exceed 8 per 10,000
vehicles.
We ensure that repeat job do not exceed 2 %
We ensure CSI of90% with minimum of 15% feed back cards.
We ensure SSI of80% at sales with minimum of20% feedback cards.

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RNS MOTORS VIJAYPUR

We ensure to conduct 3 free emission/service check camps per quarter.
We ensure to launch I incentive scheme per month.
We ensure to conduct 4 internal audits and 4 MRM's per financial year of
quality
management system.
QUALITY MANAGEMENT SYSTEM PLANNING
The quality plan at RNS Motors comprises the identification of the
following.
The various models of vehicles from Maruti Udyog Ltd sold and serviced at
RNS Motors.
The various types of services done at RNS Motors.
The external manual acquired from Maruti Udyog Ltd to sell and service the
vehicles.
The various models of vehicles from Maruti Udyog Ltd. Sold

and serviced
at RNS Motors.
Maruti-800 car
Maruti omni
Zen Estilo
Alto

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RNS MOTORS VIJAYPUR

Wagon-R
Esteem
Versa
Baleno
Vitara
Swift
The various types of servicing done at RNS Motors.

Services-Free service and paid service.
Running repair.
Quick service repair.
Break down service.
The external manuals acquired from Maruti Udyog Ltd. To sell and service
the
vehicles.
Sales policy bulletin
Marketing circulars
Service manuals
Service circulars
Service bulletin
Warranty bulletin

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RNS MOTORS VIJAYPUR
Spares parts price catalogue
Spares parts price list
Spare parts procedure manuals

Spare parts bulletin
Spare parts circulars
Maruti service quality standards
Customer care manual
Service marketing manual.
Competence, Awareness and Training:

a) Recruitment is done as per MUL norms of education and experience.
b) There exists well-defined system to identify and provide training to all the
personnel procedure No. BMPL/HBL/PR/12.
c) Induction training and on job training shall be provided
d) All
concerned
shall
be
trained
on
the
latest
sales/service/spares/bulletins/circulars from MUL.

e) As
per
the
MUL
scheduled
training
programme
Executives/Mechanics/Manager will be deputed for training.

f) Training records shall maintain.

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RNS MOTORS VIJAYPUR
Identification and Trace ability:

Identification:
1. New vehicle, which has completed pre-delivery inspection, shall be identified
as PDI-
OK on the windshield, MUL Invoice and job order card, PDI and
stockyard register.
2. Identification of vehicles at the service workshop shall be through vehicle
model, Registration number and unique job order Nos.
3. Inspection and test status of service/repair of vehicles shall be identified
through the job order card.
4. Completed job order card and the stamp of the final inspector shall identify
Final OK vehicles.
5. Identification of spare parts shall be in the form of part Nos., as per Maruti
guidelines.
6. Identification of new vehicles is by its colour, model, chassis and engine Nos.,
MUL Invoice, stockyard register.
Trace ability:
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RNS MOTORS VIJAYPUR

1. Traceability shall be established though vehicle registration No. Job order
number
and the date of job order.
2. Traceability of new vehicle at stockyard is established through chassis and
engine No,
key no, and parking slot No.
Monitoring and Measurement:

Customer Satisfaction:
1. Feedback received from the customer on their perception and service
experience
customer satisfaction measure (percentage) is generated using software
supplied by Maruti Udyog Ltd.
2. Results of customer satisfaction measure are discussed in the management
review
meetings and counter measure for the continual improvement is initiated.
Internal Audit:
There is a well-defined procedure No.: BMPL/HBL/04 to conduct internal audit and
examine the implementation of Quality Management System.

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RNS MOTORS VIJAYPUR
Monitoring and Measurement of Processes:

1. Pre-sales process is monitored and measured by the number of enquires and the
closure of sales.
2. Sales process is monitored customer personal docket checklist, commitment and
delivery, SSI%.
3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final
inspection are monitored.
4. Statistical graphs are used to indicate the measures.
IMPROVEMENT
Continual Improvement
RNS
Motors, Bijapur shall continually improve the effectiveness of the Quality
management System through commitment to Quality policy, Quality objectives as

well as use of audit results, management review meeting decisions, analysis of
data, corrective and preventive actions.
Corrective Action:
There is a documented system procedure No. BM/HBL/PR/06 to implement
corrective action on all the non-conformities arising from:
Customer complaints
Repeat Jobs
System Non Compliances

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RNS MOTORS VIJAYPUR

Post Service Follow Ups
Post Sales Follow ups

CSI negative feedback
SSI negative feedback
Road test
Final inspection
Internal Audit findings
Supervision by supervisor\ Work Managers
External Audits.
E) BACK OFFICE
A back office is a part of most RNS motors where tasks dedicated to running the
company itself take place. The term comes from the building layout of early
companies where the front office would contain the sales and other customerfacing staff and the back office would be those manufacturing or developing the
products or involved in administration but without being seen by customers.
Although the operations of a back office are usually not thought of, they are a
major contributor to a business.
The back-office tasks include IT departments that keep the phones and computers
running (operations architecture), accounting, and human resources. These tasks
are often supported by back-office systems: secure e-commerce software that
processes company information (e.g. a database). A back-office system will keep a
record of the companys sales and purchase transactions, and update the inventory

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RNS MOTORS VIJAYPUR
as needed. Invoices, receipts, and reports can also be produced by the back-office
system.
The back office includes the administrative functions that support the trading of
securities, including recordkeeping, trade confirmation, trade settlement, and
regulatory compliance. If used in sales, the back office would include functions
that fulfill customers orders and would usually include the duties involved in
customer-support call.
Back office in RNS motors consists of:

1. System administrator.
2. Sales satisfaction manager
3. Data operator.
4. Casher

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RNS MOTORS VIJAYPUR
SYSTEM ADMINISTRATOR
Role & responsibilities of system administrator
1. Maintaining all computer systems and connectivity in the organization.
2. Maintaining proper connectivity of CRMBMS i.e. internet system.
3. Maintaining UPS, INTERCOM service & power supply in organization.
4. Helping all the user of CRMBMS.
5. Solving all the system related problems in short amount of time.
6. Sending sales related reports.
7. Ordering vehicles from MARUTHI SUZUKI manufacturing plant.
8. Receiving Emails discussing it with concern manager & replying to that Emails

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RNS MOTORS VIJAYPUR
DATA OPERATOR
Role & responsibilities of data operator
1. Entering the green form & yellow form Green form contains data about
customers contact Yellow form contains data about customers order
2. Generating the tax invoice
3. Giving delivery letter & thank you letter to customers Delivery letter is given
after delivering the vehicle to customer Thank you letter is given to customers
giving acknowledgement & thanks to customers for buying the vehicle.
4 .Updating the price lists
5. Maintaining all sales related datas
6. Maintaining the datas and documents related to insurance, warranty etc
7. Providing data to managers & customers whenever required.
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RNS MOTORS VIJAYPUR
SALES SATISFACTION MANAGER

Role & responsibilities of sales satisfaction manager
1. Entering the white form & empower form.
2. Looking after the whole delivery process such as giving gate pass, checking
photos, conducting the delivery inspection.
3. Sending the thank you letter with photos
4. Making the post sales call or feedback call.
5. Checking whether the customer is satisfied by vehicle or not
6. Sending apologize letter to dissatisfied customers.
7. Taking satisfied letter from customers.
8. Informing the sales manager about customers dissatisfaction
9. Taking all the required steps to satisfy customers.

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RNS MOTORS VIJAYPUR
ACCOUNT DEPARTMENT ACCOUNT MANAGER
Role & responsibilities of account manager

1. Prepare, examine, and analyze accounting records, financial statements, and
other financial reports to assess accuracy, completeness, and conformance to
reporting and procedural standards.
2. Compute taxes owed and prepare tax returns, ensuring compliance with
payment, reporting and other tax requirements.
3. Analyze business operations, trends, costs, revenues, financial commitments,
and obligations, to project future revenues and expenses or to provide advice.
4.
Report
to
management
regarding
the
finances
of
establishment.
5. Establish tables of accounts, and assign entries to proper accounts.

6. Develop, implement, modify, and document recordkeeping and accounting
systems, making use of current computer technology

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RNS MOTORS VIJAYPUR
7. Prepare forms and manuals for accounting and bookkeeping personnel, and
direct their work activities. Entering, transcribing, recording, storing, or
maintaining information in written or electronic/magnetic form
8. Collecting booking amount & preparing receipts
9. After delivery finalizing accounts if excess refunding the amount to customers
10. Collecting cash and checks from customers.
Rules & Regulations for the employees:

1. The employee should be in the company premises before 9.30 am and
should work up to 18 .00 pm.
2. Wearing the uniforms everyday is compulsory in service department but in
other department employee can wear causal dress. Employee should follow
the safety rules regulated by MARUTHI SUZUKI motors
3. Every 15 days all administrative staff should attend the General Meeting.
4. If any employee damages any of the tools & equipments of the company
or customers then the damages will be deducted from his salary.
5. All the employees should undergo training and development program
6. Employees maintain cleanness within the organization
7. Employees should co-ordinate & co-operate with each other & with
Management.

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RNS MOTORS VIJAYPUR
8. All the details of any MARUTHI SUZUKI vehicles serviced or sold should
be updated to the Head-office at Mumbai.
CHAPTER- 5
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RNS MOTORS VIJAYPUR
SUMMARY OF FINDINGS,
SUGGESTIONS AND CONCLUSION,
& BIBLIOGRAPHY

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RNS MOTORS VIJAYPUR

FACILITIES
They should provide a toll free number so that customers can call anytime to check the
status of work done
They can make a good A/C room sitting at the service station to make whole exercise
enjoyable
RNS TRUCKS should provide net facility to customers. This would create a service
differentiation.
SUGGESTIONS
Serving the Customer At Right time, At Right Place, to make them Happy.
Dealer should conduct demonstration and Test drives for potential customers.
Dealer should co-ordinate with company to conduct car exhibition in local market.
Create more awareness of the car and the micro-finance facilities available for
customers.
RNS Motor should educate customer on vehicle maintains and service etc.
Companys Sales Executive should keep in touch with the customers after the delivery of the
vehicle.

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RNS MOTORS VIJAYPUR
5.4 Conclusion
Conclusion on RNS Small Commercial Vehicle Project
Invention of the wheel is considered as greatest invention of the world. Rns motors showed how
to use invented the wheel to reach every human being in this world.
It is India's largest company in the automobile and commercial vehicle. In India Maruti suzuki
ranks as the leader in every commercial vehicle segment. Study on Rns motors gives us insight
on how to reach our product to each individual, Great entrepreneurship, world class management
and to globally with our products.
As a Management Student, I feel immensely treasured, proud to study on one of the worlds
locomotive company and gain the knowledge on all management skills which helps me in my
future.
I would like to thank my guide and all my teachers for providing me the opportunity to work on
this and contributing to my knowledge.

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RNS MOTORS VIJAYPUR
5.5 BIBLIOGRAPHY
1. Weblography
www.rns.vjp.sal1@maruti dealers.com
www.rnsmotors.com
www.surfindia.com
www.carwale.com
www.driveinside.com
www.carindia.com

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RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

1.5 OBJECTIVES OF THE STUDY

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

2.2 COMPANY PROFILE

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

RNS MOTORS PVT LTD.

Background and inception of the company

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

2.3 VISION MISSION AND QUALITY POLICY

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

2.4 DEALER PROFILE

Name of the company

: RNS MOTORS LIMITED

Founder of the company

: Raga Nagappa Sheety

Chairman of the company

Managing Director & CEO : Mr. Shinzo N

: 604/B Murudeshwar Bhavan, Gokul Road, Hubli

: 15 July 1995, Bijapur (2004)

: All maruti suzuki cars

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

: Full Range of Maruti Suzuki Commercial Vehicles

(Spsres & Services)

Sales Trainee and Management Trainer

RNS MOTORS VIJAYPUR

In- Shop Demonstrator (ISD)

1983 - Maruti 800, a 796 cc hatchback, Indias first affordable car.

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

o Omni XL (796 cc, MUV, high roof)

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

2.6 PRODUCT PROFILE

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)

RNS MOTORS VIJAYPUR

BLDEA's A.S. PATIL COLLEGE OF COMMERCE (Autonomous)