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Chapter-1 Indian Automobile Industry
Chapter-1 Indian Automobile Industry
Chapter-1 Indian Automobile Industry
The Indian automobile industry has four major segments - commercial vehicles
(CVs), passenger vehicles, three wheelers, and two wheelers. The market share for
each of these segments of the Indian automobile industry, for the year 2003-04, is
shown in Figure I.
The passenger car market is further divided into various segments based on the
length of the car (Refer to Exhibit II for a detailed description of the lengthwise
classification of passenger cars.
The Indian automobile industry was a highly protected slow-growth industry with
very few players till the opening up of the Indian economy in 1991and the capability
to supply in large volumes attracted global auto majors to set up their operations in
India after the opening up of the sector.For example, Fiat and DaimlerChrysler
started outsourcing their component requirements to India. 100 percent Indian
subsidiaries of global players, like Delphi Automotive Systems and Visteon,
exported components to other parts of the world.
1897 First Person to own a car in India - Mr Foster of M/s Crompton Greaves
Company, Mumbai
1994 Opel
2003 Chevrolet
2005 BMW
2007 Audi
1980s
This was the time when scooter had a waiting period, industrial production was
licensed. The Indian manufacturing industry sees a new dawn.
1981
Maruti Udyog Ltd was incorporated under the provisions of the Indian companies
Act, 1956. The government of India selected Suzuki Motor Corporation as the joint
venture partner.
1982
The JV was signed between government of India and Suzuki Corporation. The
company born out of this JV was Maruti Udyog Ltd.
1983
Maruti 800, a 796 cc hatchback, India’s first affordable car launched. The company
went into production in a record time of 13 months.
Mr. Harpal Singh, the owner of the first Maruti still drives the car after 25 years.
1984
During a time when business was booming and people needed better ways to
transport, Maruti Omni provided a great advantage- it was very spacious, yet stylish
enough to carry people too.
1985
India was evolving and so did the people. Maruti gypsy was India’s first off-road
vehicle and is still the best to do the ‘Raid de Himalaya’. Maruti gypsy (970cc, 4wd
off-road vehicle) launched.
1987
In its bid to go International way back in 1987, Maruti sent its first lot of 500 cars to
Hungary.
1987-88
Engineering Export Promotion Council (EEPC) Award awarded for the second year.
1989
Engineering Export Promotion Council (EEPC) Award for the third year.
Early 1990s
The era of liberalization. A time Indian industry had been waiting for long.
Manufacturing becomes very crucial to the economy. It was a time when industry
was growing and India was looking towards the world with renewed vigour,
renewed hope.
1990
Received Engineering Export Promotion Council (EEPC) Award for the fourth year.
1991
Engineering Export Promotional Council (EEPC) Award for the fifth year.
1991-92
1992
Maruti becomes more important to Suzuki in the agenda for growth. Suzuki motor
corporation (SMC) increases its stake in Maruti to 50 percent.
1992-93
Engineering Export Promotion Council (EEPC) Award for the sixth year.
1993
One of the India’s most favourite cars, the Maruti Zen captured the imagination of
people when it was launched. The 993cc hatchback outlived its lifecycle by many
years and still continues to be a favourite car of many.
1993-94
NPC Award.
Engineering Export Promotion Council (EEPC) Award for the seventh year
1994
1994-95
National award for Energy Conservation
Engineering Export Promotion Council (EEPC) Award for the eighth year
Late 1990s
The late 90s was a buzz of activity for Maruti. While Maruti was a market leader at
the beginning of the 90s, competition coming in with new products gave a new twist
to the situation. The company had to respond to the situation with going back to its
fundamentals. The customer was the key and the company looked at implementing
various initiatives to delight the customer. The results became evident in 2000 and
further. Maruti is, until today, the undisputed winner of the JD power award for
customer satisfaction.
1995
Indian national suggestion scheme association (INSSAN) Award for the second year.
ISO-9002 Certificate
1996
Certificate of significant achievement under the CII Business excellence award was
given.
1996-97
National Export Award, for excellence in exports in the Engineering Goods category
(motor vehicles, auto spare parts & components)
1997
Maruti service master (MSM) launched as model workshop in India; achieved
highest customer satisfaction index (CSI)
MUL has been granted STAR TRADING HOUSE STATUS w.e.f. 01/04/96 to
31/03/99 by ministry of commerce based on export performance of MUL in last 3
years. Our objective is to become SUPER STAR TRADING HOUSE by 1999
which could be achieved by increasing exports@30% p.a.
1998
1999
MSIL was certified for establishing and maintain EMS as per ISO 14001:1996
standards in 1999.
2000
IDTR ( Institute of Driving Training and Research ) launched jointly with the Delhi
government to promote safe driving habits.
2001
No. 1 in customer satisfaction in J.D. Power Survey award for the second year.
2002
No. 1 in customer satisfaction in J.D. power survey award for the third year.
MSIL was re-certified for establishing and maintaining EMS as per ISO 14001:1996
standards in 2002.
2003
No. 1 in customer satisfaction in J.D. power survey award for the fourth year.
2004
No.1 in sales satisfaction index in J.D. power survey award for the fifth year.
2005
2007
2008
2009
Maruti Suzuki India Limited (MSIL, formerly known as Maruti Udyog Limited) is a
subsidiary of Suzuki Motor Corporation, Japan. Maruti Suzuki has been the leader
of the Indian car market for over two and a half decades. The company has two
manufacturing facilities located at Gurgaon and Manesar, south of New Delhi, India.
Both the facilities have a combined capability to produce over a 1.5 million
(1,500,000) vehicles annually. The company plans to expand its manufacturing
capacity to 1.75 million by 2013.
The Company offers 15 brands and over 150 variants ranging from people's car
Maruti 800 to the latest Life Utility Vehicle, Ertiga. The portfolio includes Maruti
800, Alto, Alto K10, A-star, Estilo, WagonR, Ritz, Swift, Swift DZire, SX4, Omni,
Eeco, Kizashi, Grand Vitara, Gypsy and Ertiga. In an environment friendly
initiative, in August 2010 Maruti Suzuki introduced factory fitted CNG option on 5
models across vehicle segments. These include Eeco, Alto, Estilo, Wagon R and
Sx4. With this Maruti Suzuki became the first company in India to introduce factory
fitted CNG vehicles.
In terms of number of cars produced and sold, the Company is the largest subsidiary
of Suzuki Motor Corporation.
Maruti Suzuki is the only Indian Company to have crossed the 10 million sales mark
since its inception. In 2011-12, the company sold over 1.13 million vehicles
including 1,27,379 units of exports.
The Company employs over 9000 people (as on 31st March, 2012). Maruti Suzuki's
sales and service network is the largest among car manufacturers in India. The
Company has been rated first in customer satisfaction in the JD Power survey for 12
consecutive years. Besides serving the Indian market, Maruti Suzuki also exports
cars to several countries in Europe, Asia, Latin America, Africa and Oceania.
FIGURE 2.1
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by
the lack of an efficient public transport system.
A license and a Joint Venture agreement were signed between Govt of India
and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct1982.
Maruti revolutionized the way Indians looked at cars. "No other car company so
completely dominates its home market" - (The Economist). MUL is the first and
only car company in the world to lead its home market in terms of both market share
and in the JD Power Customer Satisfaction study (JD Power Asia Pacific 2000 India
Customer Satisfaction studies). It is also the only car company in the world to be
Top ranked four times in a row (2000, 2001, 2002 & 2003).
Present Status
Figure 2.2.1
Manufacturing Excellence
They began our operations in 1983, with the first Maruti 800 rolling out from our
Gurgaon plant. Over the next two decades Maruti Suzuki car models led by Maruti
800 brought about a revolution in the Indian car market.
As the automobile market grew so did our production capacities, production process
and infrastructure. Our scale and manufacturing today is completely different from
when it began.
Today, Maruti Suzuki's plants are comparable with the best in the world in terms of
quality, productivity and operational efficiency.
Great stress is laid on training and motivating the people who man and
maintain the equipment, since the best equipment alone cannot guarantee high
quality and productivity.
Gurgaon Facility
Figure 2.3.1
The Gurgaon facility spread over 300 acres is located around 25 kms south of Delhi.
This facility houses three fully integrated plants. Together the three plants churn out
around 9 lakh units annually.
K- series Plant
Figure 2.3.2
The Gurgaon premises also houses the 'K Engine' Plant. Commissioned in 2008, the
K-series engine plant has an installed capacity of over 7.7 lakh units per annum.
Since the launch of the engine cumulatively, over 10 lakh K-series engines have
been rolled out.
K-series engines are available in 1 litre, 1.2 litre and 1.4 litre capacities. The highly
fuel efficient, technologically advanced K-series engines have been very well
appreciated by our customers for their performance.
Several Maruti Suzuki cars such as the Alto K10, A-star, Estilo, WagonR, Swift,
Swift Dzire, Ritz and Ertiga are powered by the K-series engines.
Manesar Facility
Figure2.3.3
The 600 acre Manesar facility located around 25 kms south of Gurgaon facility was
inaugurated in February 2007. The Manesar facility houses two fully integrated
plants with a capacity of 5.5 lakh units annually. The third assembly line is in
advanced stage of completion and is expected to be completed in the year 2013.
Suzuki Powertrain
Figure 2.3.4
Suzuki Powertrain India Limited is a joint venture of Maruti Suzuki with Suzuki
Motor Corporation, Japan.at Manesar. It manufactures world class diesel engines
and transmissions for cars.
SMC holds 70 per cent equity in SPIL the rest is held by Maruti Suzuki.
Participative Management.
Team work & Kaizen.
Communication and information sharing.
Open office culture for easy accessibility
To implement this philosophy, we have taken several measures like a flat
organizational structure. There are only three levels of responsibilities ranging from
the Board Of Directors, Division Heads to Department Heads. Other visible features
of this philosophy are an open office, common uniforms (at all levels), and a
common canteen for all.
2.5 Products :
Figure 2.5.1
Figure 2.5.2
Figure 2.5.3
Figure 2.5.4
Figure 2.5.5
Figure 2.5.6
Figure 2.5.7
Figure 2.5.8
Figure 2.5.9
Figure 2.5.10
1600 11 1515 (Toll Free) -- accessible to MTNL and BSNL subscribers only
98118-01515 -- accessible to mobile phone users and subscribers of Touch Tata
etc. Please note that the calls to this mobile number will not be Toll-Free
CHAPTER-3
CONSUMER SATISFACTON
Many companies are aiming for high satisfaction because customers who are
just satisfied still find it easy to switch when a better comes along. Those who are
highly satisfied are much less ready to switch. High satisfaction or delight creates an
emotional bond with the brand, not just a rational performance. The result is high
customer loyalty. Xerox’s senior management believes that a very satisfied or
delighted customer is worth 10 times as much to the company as a satisfied
customer. A very customer is likely to stay with Xerox many more years and buy
more than a satisfied customer will.
There are five major factors, which affected satisfaction of the car namely: -
1) Problems Experienced:
Contributing to 35% of the CSI score, this factor measures the quality of the
car in terms of the number of repair problems that cropped up and how often it
was returned for re-service.
2) Service Advisor:
Which related to ability of the services advisor to ability of the service advisor
to understand the problem and his promptness in attending to the customer,
contributing to 28% of the CSI Score.
3) Service Performance:
Measures the quality of the service performed as well as the dealer’s ability to
fix a problem on the first visit. It has a weightage of 26% in the CSI score and
also considers how easily spare parts are available when required.
4) Service Timing:
Affecting the score by just 6%, this time taken for a service or repair job was
responsible and if the vehicle was ready at the time promised.
5) Facility Appearance: -
Deals with the appearance of the customer lounge at the dealership and the
look and cleanliness of the service area. This factors has the least impact CSI
score at Just 5%
Quote Unquote: "The study finds that vehicle pickup and delivery before and
after service has a strong impact on customer satisfaction. In particular, customers
who say that their vehicle was picked up from their doorstep before service and
delivered to the same point after service are notably more delighted with their after-
sales service experience, compared with customers who do not receive this
service...."
The company used technology to meet customer needs and even delight them.
Following feedback that the company's cars were more prone to theft owing to their
resale value, the company worked on an anti-theft immobilizer or "I-Cats;" system
for all its new cars.
As the name suggests the company set out to delight its customers by offering
them faster car service by introducing new concepts such as Express Service Bays &
2- Technicians Bays.
These are done for customers who are hard pressed for time.
Both the initiatives undertaken in this direction have helped improve customer
interface and also helped increase the productivity and capacity of existing
workshops.
Mega Camps
Apart from mega camps workshop camps like A/C checkup camps, PUC and
general check-up camps, Locality camps , Pre monsoon camps etc are also regularly
conducted as part of customer connect initiatives.
Service at your Door Step through Maruti Mobile Support
Another unique initiative is the door step service facility through Maruti Mobile
Support.
Maruti Mobile Support is a first of it's kind initiative and is expected not only to
help the company reach out customers in metro cities but also as a mean to reach
semi urban /rural areas where setting up of new workshop may not be viable.
The company's effort of providing all car-related needs -- from learning to drive a
car at Maruti Driving Schools to car insurance, extended warranty and eventually
exchanging the existing car for a new one -- under one roof at dealerships also
enhances customer satisfaction.
Customer’s expectations:
Positive results from customer satisfactions studies will make a strong statement in
support of continued funding for Info Center activities.
Ghost Shopping:
Companies can hire people to pose as potential buyers to report on strong and weak
points experienced in buying the company’s and competitor’s products. These
shoppers can even test the company’s sales personnel handle various situations.
Companies should contact customers who have stopped buying or who have
switched to another supplier to learn why this happened.
Focus Groups:
Study show that although customers are dissatisfied with one out of every four
purchases, less than five percent of dissatisfied customers will complain. Most
customers will buy less or switch to other supplier. Complaint levels are thus not
good measure of customer satisfactions responsive companies measure customers.
Satisfaction directly by conducting periodic survey. They send questionnaire or
make telephonic calls to a random sample of recent customers. They also solicit
buyer’s views on there competitor performance.
Customer satisfaction helps company in knowing the wants, needs and expectation
of customers. It also helps to collect feedback about products. This will assist
company in new product development.
CHAPTER-4
Also, the competition among the dealers of the products has increased with
each trying to maximize their customer base.
This makes it imperative for the dealers to provide the best of the services and
exceed the customer expectations to achieve customer delight and loyalty.
The study tries to understand the key service parameters and reflect upon the
dysfunctional areas, thus providing the dealer with an insight into the level of
customer satisfaction and changing trends of the customer expectations.
On the basis of theoretical study a research has many types. All of these are
distributed on the nature of research. Some of these are like -
Primary Data - The Primary Data has been collected through questionnaire.
Time Constraints:
Time is too short to conduct the study in depth. But I tried my best efforts to
collect the data.
Area Constraints:
My area of study was Bhubaneswar, Puri, Paradeep, due to shortage of time I
could not cover whole area.
Money constraints:
Due to the money constraint, it was not able to cover the whole area.
CHAPTER-5
INTRODUCTION: -
Analysis is the process of breaking a complex topic or substance into smaller parts
to gain a better understanding of it. The technique has been applied in the study
of mathematics and logic since before Aristotle, though analysis as a formal concept
is a relatively recent development. Data analysis involves working to uncover
patterns and trends in data sets; data interpretation involves explaining those
patterns and trends. Researchers interpret data based on their background knowledge
and experience, thus different scientists can interpret the same data in different
ways.
Data analysis and interpretation is critical in analyzing the market. What does this
information mean? Can one use the data in a constructive way to define the problem
and then establish a plan? In quantitative research, this step most often involves
statistics. In the marketplace one can find many statistical packages (computer-
based) to analyze the data.
This research and interpretation was based on the sample size of 100 people to
measure the satisfaction of the customer while was carried out with the help
questionnaire and personnel interview technique.
Descriptive research is used for this study as it is the best way to understand the
lives of the people around us. Analysis and the interpretations have been carried out
with the help of tables, charts and graphs, which helps to represent the data more
successfully.
\
Influencing Features
Price Product Features Brand Service
Analysis: -
Here we found that the price feature of Alto car is more influencing factor to
purchase power of the consumers. In this chart it is clear that price is very important
factor for the consumption level of the product. This is showing that % of price
feature is more than compare to others i.e. 36%. Hence, selling of Alto car is
depending upon the product quality.
Disagree
Strongly Disagree 3 3
Total 100 100
Availability
Agree Disagree Strongly Disagree
3; 3.00%
Strongly Disagree; 7; 7.00%
Disagree; 25; 25.00%
Agree ; 65; 65.00%
Figure 3.2
Analysis: -
Here we found that Maruti Alto is easily available in the showroom and there is no
waiting period of this car. So customer were strongly agreed with the availability of
the car i.e. 65%
3. Variety/Selection.
Figure 3.3
Analysis: -
Here we found that Alto has different variety of car and the customer has a bulk of
choice for the various variety provided by maruti Alto, so customers has strongly
ageed that Alto has different varieties of car. i.e. 40%.
Strongly Agree 24 24
Agree 36 36
Strongly Disagree 8 8
Figure 3.4
Analysis: -
Here we found that the Dealers are providing various discount at the time of
purchasing of Alto. So acc. to the above chart customer agree that the company and
the dealers provides various discount and more % of the customer agree with the
statement. i.e. 36%.
Strongly Agree 30 30
Agree 40 40
Disagree 10 10
Strongly Disagree 4 4
Total 50 100
Complaints
Strongly Agree
Strongly Disagree; 4; 4.00% Agree
Disagree;Strongly Agree; 30; 30.00%
10; 10.00% Neither Agree Nor Disagree
Neither Agree Nor Disagree; 16; 16.00% Disagree
Strongly Disagree
Agree ; 40; 40.00%
Figure 3.5
Analysis: -
Here we found that the complaints which are logged by the customers are quickly
responded by the company and the dealer used to send the person to solve the
problems so the above chart show that the complaints are quickly solved by the
company and majority % of the customer agree with the statement, i.e. 40%.
Figure 3.6
Analysis: -
Here we found that when customers want to repair or want to service their car at that
time the care of the car is atmost taken by the service centre, So the above chart
shows that the service is properly done by customer. So % of customer neither agree
nor disagree with the statement. i.e. 34%.
Figure 3.7
Analysis: -
This chart shows the various suggestions towards the maruti Alto engine. Most of
the suggestions are good. On the other hand, most of the consumers are satisfied
from it’s engine capability. Hence, we can say that % various feedbacks of the
consumers regarding good is higher than compare to others i.e. 32%.
Yes
No; 24; 24.00%
No
Figure 3.8
Analysis: -
Here we found that 76% customers are satisfied with the mileage of Alto and other
24% customers are not satisfied with the mileage of Alto they have diffirent
perception regarding the mileage of Alto. This chart showing the majority of
satisfied customers, so we can say that customers are satisfied with mileage of Alto.
Figure 3.9
Analysis: -
This chart is showing that just customer satisfied with the safety features of Alto
because when customer expect more safety then cost of Alto beccome high. So here
34% customers are satiesfied with safety features of Alto and only 20% are most
satisfied with the safety and 24% average satisfied with the safety features
remaining 22% are unable to say about the safety features of the Alto.
Figure 3.10
Analysis: -
Here we found that 34% is the highest value so its indicate that i10 is the best
competitors of the Alto, after that Beat and Santro are good competitors of Alto.
Now Nissan Micra has come in market with diffirent features and luxurious model
so it is also a good competitor of Maruti Alto. In this chart Nissan Micra got the 20
% so it indicate the Nissan Micra is also competitor of Alto.
Figure 3.11
Analysis: -
Here we found the costomers are very enthusiastic to want change in the Alto for
their better satisfaction i.e. 52% response by the customers. And 26 % customers are
nuetral towards the changes made & 22% customers are dissatisfied
Here majority is saying that customers want changes in the Alto as mostely
customers want to have wider “Boot space” as the space available between the front
seat & the rear is less, thus making it a little incomfortable.
12. What is your overall opinion about Maruti Alto?
Overall Opinion
Very Good Good Average Bad Very Bad
Figure 3.12
Summary of the Analysis: -
Here we found that overall opinion of maruti Alto is that 22% of the customer
treated is as the best car, 37% of the customer treated it as the good car, 25% treated
it as neutral car and the rest treated it as a car not up to their mark.
CHAPTER –-6
FINDINGS
It is observed that
1.The prospective segment is from the business and self employed
class.
2. The company should concentrate on the age group 26-34.
3. Maruti should continue to maintain the standard of the service.
4 .It i s obs erved t hat , 42% of the responde nt are of opinion
that vehicles are as per expectation, and 20% are saying its below
expectation.
5.Com pany shoul d i mpr ove it s post sa les service.
6.The customer highest priority is for the mileage.
7.Maruti Suzuki needs to improve its awareness about Add-on-
Services like any time Maruti new etc.
8.Customer are highly satisfied with the service which help in
customer retention
9.I t is obs er ved that , 46% of t he cust ome rs are of opi ni on t hat
Mar ut i should improve in quality, and 16% of the opinion that Maruti
should improve in price.
10 .Customers are highly satisfied which help in customer retention.
CHAPTER - 7
SUGGESTIONS
1. After conducting the survey and knowing the market, I realized that:
5. It wil l be benef icial for the com pany t o make t he war ehouse near
to t he showroom and there should be roof facility, adequate security
facility in the warehouse.
CHAPTER – 8
CONCLUSION
It has been observed that most customers are satisfied with pre sales
services similarly most of these customers are dissatisfied with the post sales
service which is the matt er of concern for t he com pany. Mar ut i Suzuki
needs to im prove some par ts of products specifically the interiors. High
customer satisfaction level helps the company to retain its existing customer as
well as generate new customer through word to mouth publicity. Customer
satisfaction index is a good tool to make improvements in the products and services
of the company . And therefore should utilize carefully & kept as con
QUESTIONNAIRE
Name …………………………….
Mobile No………………………………
Email…………………………….
Profession……………………………...
a) comfort b) looks
c) features d) price
a) excellent b) good
c) average
d) below average
6. Service At Maruti Service Station Is Excellent?
a) Yes b) No
a) Beat b) Santro
c) Good d) Fair
12. Are you satisfied ablout the price of Maruti Alto comparing with others?
c) Neutral d) Dissatisfied
BIBLIOGRAPHY
www.wikipedia.com
Edition3 . W e b s i t e v i s i t e d – www.marutisuzuki.com
www.automotive.com
www.marutiudyog.com
www.gurusoftware.com
www.wikinvest.com