OS Report Afeena

AVG MOTORS PVT LTD
A REPORT ON ORGANIZATION STUDY
AT AVG MOTORS PVT. LTD.
KOTTAYAM
Submitted to Mahatma Gandhi University, Kottayam, in partial fulfillment of the
requirement for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
By
AFEENA P. A.
(Reg. No: 61273)
Under the Guidance of
Mr. Abraham B. Meleth
(Professor & HOD of MBA)
MES-Advanced Institute of Management & Technology
Marampally, Aluva
2015-2016
MES AIMAT, MARAMPALLY 1

AVG MOTORS PVT LTD
DECLARATION
I, AFEENA P.A, hereby declare that this project report on the
organization study undergone at AVG MOTORS LTD, KOTTAYAM is
a bonafide project work done by me under the guidance of Mr.
Abraham B. Meleth, H. O. D, MBA Department, MES AIMAT,
Marampally, Aluva during the period of study 2015-2016 in partial
fulfilment of the requirements for the award of the Masters Degree in
Business Administration of Mahatma Gandhi University.
Place: AFEENA P. A
Date:

AVG MOTORS PVT LTD
AKNOWLEDGEMENT
I would like to express my gratitude, reverence and thanks to those who have
helped me immensely with their valuable suggestions, comments, and support for the
successful completion of the project.
I thank God Almighty, our creator for guiding me always.
I express my sincere thanks and gratitude to my project guide Dr. Abraham B.

Meleth, HOD, MBA Department, for the valuable advice and guidance extended to
me for the completion of the organization study and throughout my MBA programme.
I am grateful to our Director Dr. P. A. Habeeb Rahiman, MES AIMAT,

Marampally, Aluva for all the academic facilities extended to me.
I would like to place on record my sincere thanks to all the faculty members of
the Department of Management Studies for their support and guidance throughout the
course of my study.
I am giving my sincere thanks to Mr. Suyash George, Asst. Manager(Training and

Development), AVG Motors Ltd, Kottayam and Mr. Renjith, customer care
department,Thiruvalla Branch for the service rendered and also for the corporation.
I also extend my heartful thanks to my family members and my friends for their
support and help in the completion of my project work successfully.
Sincerely,
AFEENA P. A.

AVG MOTORS PVT LTD
CONTENTS
CHAPTER CHAPTERS PAGE
NO.
1. INTRODUCTION
1.1. Title of the study
1.2. Methodology
1.3. Objectives
1.4. Scope of the study
1.5. Limitations
2. INDUSTRY PROFILE
3. PROFILE OF MARUTI SUZUKI INDIA LTD.
4. COMPANY PROFILE
4.1. Introduction
4.2. Vision
4.3. Mission
4.6. Organization Chart
4.4. Activities
4.5. Facilities
5. FUNCTIONS OF VARIOUS DEPARTMENTAL

HEADS
5.1. Chairman
5.2. CEO
5.3. Directors
6. DEPARTMENTS
6.1 Sales Department
6.2 Service Department

AVG MOTORS PVT LTD
6.3 Human Resource Management Department
6.4. Spare Parts Department
6.5. Finance Department
6.6. Customer Care Department
7. QUALITY MANAGEMENT SYSTEM
8. METHODS FOR CONTINUAL IMPROVEMENT
9. EXPANSION OF ABBREVIATION
10. SWOT ANALYSIS
11. FINDINGS. SUGGESTIONS AND CONCLUSION
BIBLIOGRAPHY

AVG MOTORS PVT LTD
CHAPTERIZATION
The entire project is divided in to eleven chapters, described below;;
 CHAPTER 1 – INTRODUCTION
This chapter is classified in to five different parts they, are title of the study,
methodology, objective, scope and limitations.
 CHAPTER 2 – INDUSTRY PROFILE
This chapter includes the history of industry, nature of the business and current
scenario.
 CHAPTER 3 – PROFILE OF MARUTI UDYOG LTD.
This chapter contains the history and present details about Maruti Suzuki India Ltd.
 CHAPTER 4 – COMPANY PROFILE
This chapter contains the details regarding AVG Motors Pvt. Ltd., its vision, mission,
structure of the company etc.
 CHAPTER 5 – FUNCTIONS OF VARIOUS DEPARTMENTAL HEADS
This chapter contains the functions of Chairman, CEO and Directors of the company.
 CHAPTER 6 – DEPARTMENTS
This chapter contains the detailed format of various departments such as sales,
service, HR, spare parts, etc.
 CHAPTER 7 – QUALITY MANAGEMENT SYSTEM
It contains the details regarding the establishment of QMS for the expectations of the
customers and for better improvement.
 CHAPTER 8 – METHODS FOR CONTINUAL IMPROVEMENT OF THE
ORGANIZATION
This chapter contains various methods for the improvement such as corrective
actions, preventive measures etc.
 CHAPTER 9 – EXPANSION OF ABBREVIATIONS
 CHAPTER 10 – SWOT ANALYSIS
This chapter contains the Strengths, Weaknesses, Opportunities and Threats regarding
the company.
 CHAPTER 11 – FINDINGS, SUGGESTIONS & CONCLUSION

AVG MOTORS PVT LTD
CHAPTER 1
INtroduction

AVG MOTORS PVT LTD
1. INTRODUCTION
Organization study deals with critical evaluation and analysis of all the aspects of a particular
firm. It gives a clear idea about the functions and practice of various department heads and
operational efficiency of the department as a whole. This particular study gives a clear idea
about the functions, practices and the delegation of authority of AVG Motors Pvt. Ltd.
AVG Motors Ltd. Is the authorised dealer of Maruti Suzuki India Ltd. For the sale,
servicing & repairing of Maruti vehicles and sale of MGP spare parts & accessories of MGA
and other vehicles in Kerala. It is also an authorised OUTLET for Maruti True Value (pre-
owned cars). AVG Motors located at Baker Junction, Kottayam with its main showroom has a
selling and display area of 3100 sq. Ft. It consists of marketing and sales department, is
responsible for the sales and marketing activities and is headed by the General Manager.
Accessories of Maruti vehicles are also sold here. At present, it is one of the leading Maruti
dealers in Kerala.
1.1. TITLE OF THE STUDY
“An organizational study about AVG Motors Pvt. Ltd, Kottayam.”
1.2. METHODOLOGY
The study aims at viewing the organizational operation and routine functioning of AVG
Motors Ltd. The study is a descriptive research. The present study of AVG Motors is mainly
aimed at getting an overview of its organizational structure, functional departments and style
of working. In short, this is a study to understand the organizational functioning of AVG
Motors Ltd. Kottayam.
For doing this study, two sources of data were used:
 Primary data
 Secondary data
Primary data is collected through:
 Direct interview with the personnel and staff

 Observation
Secondary data is collected through:
 Journals
 Periodicals
 Websites
 Annual reports
 Company records

AVG MOTORS PVT LTD
1.3. OBJECTIVES OF THE STUDY
The objectives of the study are divided in to:
 Primary
 Secondary
Primary objective is to understand the functioning of AVG Motors as a management

organization.
Secondary objectives are aimed at:
 Studying the functions and responsibilities of various departments.

 Viewing the product line prospects of AVG Motors.
 Improving inter personal skills by communicating with different levels.
 Conducting an organization based study.
1.4. SCOPE OF THE STUDY
The study on AVG Motors is to analyse the functioning and interrelations of various
departments. It also tries to find out answers to questions relating to sales, marketing, finance,
HRM, customer care etc. It tries to understand the strengths and weaknesses of the
organization.
1.4.1. Period of the study
The period of the study is 1-05-2015 to 30-05-2015.
1.4.2. Data requirements
The study has taken both primary and secondary data for the research. It has been collected
from AVG Motors Ltd. Kottayam and Thiruvalla.
1.4.3. Method for analysis
Qualitative analysis: SWOT – It is the environmental study of an organization both internal

and external.
S/W: Internal & O/T: External
1.5. LIMITATATIONS
 Investigator had to depend more on secondary data.

 The management showed unwillingness to supply certain critical information which
is essential for the study.

AVG MOTORS PVT LTD
CHAPTER 2
INDUSTRY PROFILE

AVG MOTORS PVT LTD
INDUSTRY PROFILE
The automotive industry in India is the eleventh largest in the world with an annual
production of approximately 2 million units. India is expected to overtake China as the
world’s fastest growing car market in terms of the number of units sold and the automotive
industry is one of the fastest growing manufacturing sectors in India. Though several major
foreign automakers, like Ford, GM and Honda, have their manufacturing bases in India,
Indian automobile market is dominated by domestic companies. In 2009, India emerged as
Asia’s fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand,
overtaking Thailand to become third in 2010. As of 2010, India was home to 40 million
passenger vehicles. More than 3.7 million automotive vehicles were produced in India in
2010, making India the second fastest growing automobile market in the World. India’s
passenger car and commercial vehicle manufacturing industry recently overtook Brazil to
become the sixth largest in the world, with an annual production of more than 3.9 million
units in 2011. From 2011-2012, the industry grew 16-18%, selling around 3 million units
Maruthi Suzuki is the largest passenger vehicle company and they account for over 50 percent
of the domestic market.

AVG MOTORS PVT LTD
CHAPTER 3
PROFILE OF MARUTI SUZUKI

AVG MOTORS PVT LTD
PROFILE OF MARUTI SUZUKI INDIA LIMITTED
 Type : Public
 Traded as : BSE: 532500
NSE: MARUTI
BSE SENSEX Constituent
 Industry : Automotive
 Predecessor : Maruti Udyog Limitted.
 Founded : 1981
 Headquarters : New Delhi, India
 Key People : R.C. Bhargava (Chairman)
Kenichi Ayukawa (CEO & MD)
 Products : Automobiles
 Slogan : Count on us
 Website : www.marutisuzuki.com
Maruti Suzuki India Limitted is the largest automobile manufacturer in South Asia. Earlier known as
Maruti Udyog Limitted (till 2007), the Company was responsible for the automobile revolution in
India. Maruti started production in India in 1983 with its first car – The Maruti 800. The Company
spread its wings throughout the country and is one of the few publicly listed automotive companies in
our country. Originally, 74% of the Company was owned by the Indian Government, and 26% by
Suzuki of Japan. As of May 2007, the Government of Indian Financial Institutions and no longer has
any stake in Maruti Udyog. Its only competitors were Hindustan Ambassador and Premier Padmini.
Today, Maruti Suzuki alone makes 1.5 million family cars every year. That is one car at every 12
seconds.They drove up head and shoulders above every major global auto company. Yet their story
was not just about making a mark. It was about revolutionary cars that delivered great performance,
efficiency and environment friendliness with low cost of ownership. They built their story with a
belief in small cars for a big future.

AVG MOTORS PVT LTD
SERVICES OFFERED
1. SALES OF AUTOMOBILES
THE MODELS ARE;
MARUTI OMNI
MARUTI VERSA
MARITI GYPSY
MARUTI WAGON-R
MARUTI ALTO
MARUTI GRAND VITARA
MARUTI GRAND VITARA XL-7
MARUTI ZEN ESTILO
SUZUKI SWIFT
MARUTI SWIFT DIESEL
MARUTI SUZUKI SX4
MARUTI GRAND VITARA SPORTS UTILITY VEHICLE
MARUTI DZIRE
MARUTI 800
2. MARUTI AUTHORIZED SERVICE STATIONS (MASS)
Maruti is one of the companies in India which has unparalleled service network. To ensure
the vehicles sold by them are serviced properly Maruti has 2628 listed authorised service
stations and 30 express service stations on 30 highways across India.
Service is major revenue generator of the company. Most of the service stations are managed
on franchise basis, where Maruti trains the local staff. Other automobile companies have not
been able to match this benchmark set by Maruti. The express service stations help many
stranded vehicles on the highways by sending across their repair man to the vehicle.
3. MARUTI INSURANCE
It is launched in2002, providing vehicle insurance to customers with the help of the National
Insurance Company, Bajaj Allianz, New India Assurance and Royal Sundaram. The service
was set up the company with the inception of two subsidiaries. Maruti Insurance Distributors
Services Pvt. Ltd. And Maruti Insurance Brokers Pvt. Ltd.

AVG MOTORS PVT LTD
4. MARUTI FINANCE
To promote bottom line growth, Maruti launched Maruti Finance in January 2002. Prior
to the start of this service Maruti had started two joit ventures Citicorp Maruti and Maruti
Countrywide with Citicorp and GE Countrywide respectively to assist its client in securing
loan. Maruti tied up with ABN Amro Bank, HDFC Bank, ICICI Limitted, Kotak Mahindra,
Standard Chartered Bank, and Sundaram to start this venture including its strategic partners in
car finance. Again the company entered into a strategic partnership with SBI in March 2003.
Since March 2003, Maruti has sold over 12000 vehicles through SBI Maruti Finance. SBI-
Maruti finance is currently available in 166 cities across India. Maruti finance helps
customers realize their dream of owning a car, with ideal finance deals suited for the
customers, right at the dealership. Starting from choosing the right financier, until the
completion of loan formalities, they are there for their customers at every step of the auto
finance process.
5. MARUTI GENUINE ACCESSORIES
There’s a wide range of over 1600 accessories, to help customers fall in love with their
Maruti Suzuki car once again. Each Maruti Genuine accessories product combines quality,
durability, aesthetics and design to complement your car. Moreover, gives you many years of
driving pleasure and the pride of owning a Maruti Suzuki car. Many of the auto component
companies other than Maruti Ltd. started to offer components and accessories that were
compatible. This caused a serious threat and loss of revenue to Maruti. Maruti started a new
initiative under the brand name Maruti Genuine Accessories like alloy wheels, body cover,
carpets, door visitors, fog lamps, stereo systems, seat covers and other car care products.
These products are sold through dealer outlets and authorised service stations throughout
India.
6. MARUTI TRUE VALUE
Maruti True Value is India’s largest certified, used car dealer network, with around
763 outlets spread across 550 cities. Maruti True Value System and process ensures that
transactions in used cars are fair and transparent. Every vehicle bought under Maruti True
Value is inspected and certified by Maruti Suzuki engineers. True Value category cars are

AVG MOTORS PVT LTD
refurbished in state of art workshops using Maruti Genuine Parts and by skilled technicians.
These cars are then sold through Maruti True Value outlets with one-year warranty and three
free services.
7. N2N FLEET MANAGEMENT
N2N is the short form of End To End Fleet Management and provides fleet
management solution to corporates. Their impressive lists of clients who have signed up of
this service include Gas Authority of India Ltd, Dupont, Reckitt Benckiser, Sona steering,
Doordarshan, Singer India, National Stock Exchange and Tran world. These fleet
management services include End to End solutions across the vehicle’s life, which includes
Leasing, Maintenance, Convenience services and re-marketing.
8. MARUTI DRIVING SCHOOL
As part of its corporate social responsibility Maruti Udyog launched the Maruti
Driving School in Delhi. Later the services were extended to other cities of India as well.
These schools are modelled on international standards, where learners go through classroom
and practical sessions. Many international practices like road behaviour and attitudes are also
taught in these schools. Before driving actual vehicles participants are trained on simulators.
Today there are over 322 MDS nationwide.
Classroom and Attitudinal Training
Advanced simulators to create on-road driving situations, so that learners get a first-
hand feel of the road before they actually drive.

AVG MOTORS PVT LTD
CHAPTER 4
COMPANY PROFILE

AVG MOTORS PVT LTD
PROFILE OF A.V.G. MOTORS LTD.
4.1. INTRODUCTION
AVG Motors is the authorised dealer of Maruti Suzuki India Ltd. Ltd. for the sale of Maruti vehicles.
AVG Motors is the principal dealer of Maruti vehicles in Kottayam and Pathanamthitta districts and
has turned to a trusted name in vehicle dealership. The company is a unit of A.V. George Group of
Companies, professionally managed, and commenced operation in 1988 with registered office and
showroom at Baker Junction, Kottayam and workshop at Erayilkadavu and Stockyard at Old Boat
Jetty, Kottyam. The showroom at Pathanamthitta was started in 2005.
AVG Motors has a paid up capital of 1 Crore and is a subsidiary of Thamarappally Rubber
Company Ltd. and majority of the other share capital being subscribed by the Nilgri Tea
Estates Ltd. and Udayagiri Rubber Company.
The Board of Directors of the Company are Mr. Alex George and Mr. G.J. Ancheril.
AVG Motors Ltd., which commenced dealership operation in August 1988, quickly
succeeded in establishing itself as a significant automobile dealer delivering over 2500
vehicles and servicing more than 13800 vehicles during the year. Its achievements has been
recognized by Maruti Udyog Ltd. by honouring it with 4 All India Awards viz,
 Overall Performance in Marketing.

 Most Innovative and Consistent Sales Advertising.
 Most Innovative Outdoor Advertising.
 Advevertising Campaign of the year.

AVG MOTORS PVT LTD
AVG - AT A GLANCE
 Founded in 1937
 Principal Activities:
 Rubber plantations/ rubber processing
 Tea plantations/ tea factories
 Dealership of Bharat Petroleum Corporation – Petrol Station
 Dealership of Maruti Suzuki India Limitted – including workshop
 Dealership of Eicher Motors Limitted – including workshop
 Estates in Kerala and Tamil Nadu
 Acreage under Rubber plantations – 2174 acres
 Acreage under Tea plantations – 1775 acres
 Group Turnover
 More than Rs.250 crores
 Group Asset Base
 More than Rs.100 crores
 Employees
 1200
 Principal Group Companies
 The Nilgri Tea Estate Ltd.
 The Udayagiri Rubber Companny Ltd.
 The Kailas Rubber Company Ltd.
 The Thamarapally Rubber Company Ltd.
 AVG Motors Ltd.
 A.V. George and Company Pvt. Ltd.
 AVG Vehicle Sales and Services Pvt. Ltd.
 A.V. George and Company (India) Pvt. Ltd.
 AVG Info Tech Pvt. Ltd.

AVG MOTORS PVT LTD
4.2. VISION
“ The central focus of our organization is our customer.“
We at AVG believe that it is not just the satisfaction of the customer but the relationship
beyond his/her car that will take us to the future. So our mission is to develop the trust of the
customer so that we have an everlasting relationship beyond the car he/she bought from us.
4.3. MISSION
“ To provide better service and customer satisfaction. And increase sales target.”
4.4. ACTIVITIES
 Sales & service of Maruti vehicles.

 Sales & refurbishment of Maruti True Value(pre-owned cars).
 Service & repair of Maruti vehicles.
 Sale of Maruti genuine spare parts, vehicle accessories & consumables.
 Human resource development & consultancy.
4.5. FACILITIES
Showroom:-
The sales office for the organization is located at Baker Junction, Kottayam, Pathanamthitta &
Thiruvalla. Sales outlets have also been established at Pala, Kanjirappally, Pathanamthitta,
Thiruvalla, Kattappana, Ranni & Ettumanoor. The showroom which consists of Marketing &
Sales departments is responsible for the sales activities and is headed by Sales Manager.
There is also an accessories sales counter as a separate sub-store. The showroom for pre-
owned car is situated at Thellakom.
Workshop:-
 The workshops spread over an area of 2 acres at Erayilkadavu. The spare parts and
training departments are also situated here. The service General Manager heads the
workshop. The workshop has 30 bays for mechanical works and 10 bays for body
repairs and handles about 1800 vehicles a month.
 The workshop at Thiruvalla is situated at Perunthuruthy, just out side Thiruvalla
Town with a showroom, back offices and stockyard. The workshop has 14 bays for

AVG MOTORS PVT LTD
mechanical works and 5 bays for body repairs. This workshop services about 800
vehicles.
 The workshop at Pathanamthitta is situated in Pallippady within the Town limits and
has five mechanical bays, five body repair and handles about 400 vehicles.
Training Centres
A training section has been setup under a Human Resource Manager for the constant training
of personnel. Apprentices are trained and later inducted into sales and service department
based on their efficiency and workmanship.

AVG MOTORS PVT LTD
4.6. ORGANIZATIONAL STRUCTURE OF AVG MOTORS LTD.
CHAIRMAN
DIRECTORS
CEO GFC
COO
SR.ACC MGR
GM SALES GM SERVICE T/V GM SPARES HR MGR
S.M S.M SR. MGR AST. MGR(T&R) AST. FM
ASM ASM ASM SR. EXE

DY. MGR
DY. M DY. M DY. MGR EXE

SR. ACCNT
T/L
SPRVSR STR. KPR
BCK OF ACCNT
SER. ADVR
STR. AST
SAL EXE
SR. TECH
TECH
MECHANIC

AVG MOTORS PVT LTD
CHAPTER 5
FUNCTIONS OF DEPARTMENTAL HEADS

AVG MOTORS PVT LTD
RESPONSIBILITY & AUTHORITY OF OFFICERS
5.1. CHAIRMAN
 Manage the business of the Board and preside over its meetings.
 Set Board meetings, agendas, taking full account of the issues and the concerns of all
Board members.
 Ensure that members of the Board receive accurate, timely and clear information, in
particular about the company’s performance, to enable effective performance of their
duties.
 Monitor progress towards the timely and effective achievement and implementation
of the objectives, policies and strategies set by the Board and of other decisions taken
by or on behalf of the Board.
 Facilitate the effective contribution of non-executive directors and ensure
constructive relationships and open communication, both between non-executive
directors and executive directors and between the Board and investors.
 Ensure that members of the Board understand the views of major shareholders and
other key stakeholders.
 Promote the highest standards of corporate governance.
 Manage the Board’s time to ensure that sufficient time is allowed for discussion of
complex of contentious matters.
5.2. CEO (CHIEF EXECUTIVE OFFICER)
 Overall responsibility of the company and branch.

 Ensure system and procedure implementation, feedback from various departmental
heads.
 Approval authority of quality manual and procedure.
 Chair and participate in management review meeting.
 Cost control, budgeting and company policy decision.
 Future planning and growth of the company.
 Motivate the departmental heads to achieve targets and customer satisfaction.
 Ensure strict adherence to policies of Maruti Suzuki India Ltd.
 Approval sales, workshop and spares, promotion campaign.
 Define company policy and salary grades.

AVG MOTORS PVT LTD
5.3. DIRECTORS
 Determining the company’s strategic objectives and policies.

 Monitoring progress towards achieving the objectives and policies.
 Appointing senior management.
 Accounting for the company’s activities to relevant parties.

AVG MOTORS PVT LTD
CHAPTER 6
DEPARTMENTS

AVG MOTORS PVT LTD
DEPARTMENTS OF A.V.G. MOTORS.
6.1. SALES DEPARTMENT
6.2. SERVICE DEPARTMENT
6.3. HUMAN RESOURCE MANAGEMENT
6.4. SPARE PARTS DEPARTMENT
6.5. FINANCE DEPARTMENT
6.6. CUSTOMER CARE DEPARTMENT

AVG MOTORS PVT LTD
6.1. SALES DEPARTMENT
6.1.1. STRUCTURE OF SALES DEPARTMENT
CEO
COO
G.M SALES
SM
DY. M
T/L
BCK OF.
SALES EXE.

AVG MOTORS PVT LTD
6.1.2. SALES PROCESS
Sales process comprises of all the activities from the moment a customer books the vehicle
with dealership till the time customer depart from the dealership, after taking the delivery of
the vehicle.
It is divided in to two stages:
 Pre-delivery process
 Delivery process
Pre-delivery process
 Booking process
 Post booking follow-up
 Finance process
Delivery process
 Delivery management
 Delivery explanation
 Delivery ceremony
 Vehicle delivery
 To Post Sale Follow-up

AVG MOTORS PVT LTD
FLOW DIAGRAM FOR SALES
Sales enquiry generation/register
Enquiry follow-up
Fix meeting with customers
Welcome & greeting
Customer comfort
Deal presentation
Product demonstration & Test drive
Need assessment & Analysis
Deal finalisation & Finance
Delivery
Post Sale Follow-up

AVG MOTORS PVT LTD
POST SALE FOLLOW-UP {PSF}
Before PSF Process
 Customer mobile number should be available at the time of calling.

 Customer wise PSF Sheet should be available.
 All PSF Sheets for the particular month should be available in one file and the
summary sheet should be attached on the left side of the file.
During PSF
 Exact VOC of the customer should be captured and mentioned in the PSF sheet
during PSF.
 Find out the experience the customer had during the sales & delivery of the vehicle.
 PSF should be done with customer who actually came to the showroom for the
delivery of the vehicle.
 In case customer is busy, then appointment should be required to share delighted
experience he/she had during the entire sales process.
 Customer experience with the concerned DSE should be asked during the PSF.
 Good VOC’s recorded to be shared during the month of marketing.
After PSF
 All dissatisfied customers on the PSF sheet should be flagged with red flag.
 After resolution of complain, red flag should be replaced by green flag.
 All non-controllable customers on the PSF sheet should be flagged with yellow flag.
 All test drive not offers customers on PSF sheet should be flagged with blue flag.
 All dissatisfied customers should be visited within 24 hours and their concerns should
be resolved.
 PSF summary should be updated on weekly basis and should be shared during the
morning meeting.
 PSF summary and counter measures should be checked, analysed and signed by
dealer GM/CEO.
 All PSF sheet should be analysed and checked by dealer GM/CEO.

AVG MOTORS PVT LTD
6.1.3. CONTROLLING AUTHORITY
Sales controlling authority are general manager of sales, sales manager and other
officers.
 General Manager
 Motivate the departmental head to achieve targets and customer satisfaction.
 Cost control, budgeting and company policy decision.
 Chair and participate in management review meeting.
 Approval sales, workshop and spares, promotion campaign.
 Sales planning, forecasting and inventory control of vehicles.
 Conduct sales review meetings.
 Participate in management review meetings.
 Close monitoring SSI
 Sales Manager
 Sales planning, forecasting and inventory control of vehicles.
 Place indents and procurement of vehicles from Maruti Udyog Limitted.
 In charge of all sales related activities, arranging demos, placement and advertisement.
 Timely delivery of vehicles to customers.
 Conduct sales review meetings.
 Close monitoring SSI.
 Assistant Sales Manager/ Deputy Sales Manager
 In charge of all sales activities in the showroom.
 To co-ordinate delivery of vehicles on a daily basis.
 Allotment of vehicles to customers after its arrival and pre-delivery inspection.
 Assist Sales Manager in all aspects of sales management affairs.
 Review of Sales Executive’s daily reports.
6.1.4. ENQUIRY
Any curiosity shown by a prospective buyer or any query put up by a prospective

customer regarding a Maruti Suzuki product constitutes an enquiry. The entire business in
the passenger car market revolves around enquiries.
Sources of Enquiry:
 Exchange of old vehicle
 Telephone enquiries

AVG MOTORS PVT LTD
 Walk-in enquiries
 Any Time Market Enquiry{Toll Free Number}
 Customer meet
 Referrals
 Maruti Suzuki website/ dealer’s website
 Feedbacks
6.1.5. PRODUCT DEMONSTRATION
The product demonstration is the first opportunity that have to explain the product to
the prospective customer. Usually, product demonstrations are done through showrooms and
customer meets conducted in public places. Maruti Suzuki implies certain standards for
product demonstration.
A quality demonstration should follow the following the ‘SPACER’ principle.
S- Safety & Security
P- Performance
A- Appearance
C- Comfort/ Convenience
E- Economy
R- Reliability
6.1.6. TEST DRIVE
Various Customer Satisfaction studies have shown that offering test drive to customers lead to
higher customer satisfaction. So company and dealers offer test drive for interested persons
through representatives, public meets and loan melas etc. In practical, most of the test drives
lead to the selling. The company can also introduce the features of new models through test
drives.

AVG MOTORS PVT LTD
6.2. SERVICE DEPARTMENT

6.2.1. OBJECTIVE
This procedure outlines the system of servicing/repairs of Maruti vehicles.
6.2.2. SCPOE OF APPLICATION
This procedure is applicable to all process and models of Maruti vehicles that are serviced or
repaired at the workshop.
6.2.3. CONTROLLING ATHORITY
 General Manager
 Motivate the departmental heads to achieve targets and customer satisfaction.
 Cost control, budgeting and company policy decision.
 Chair and participate in management review meeting.
 Approval sales, workshop and spares, promotion campaign.
 PDI of vehicle.
 In charge of all service related activities.
 Review customer complaints and analysis.
 Motivate supervisors to achieve targets and customer satisfaction.
 Ensure system and procedure implementation, adherence to policies of Maruti Udyog
Ltd.
Service Manager
 Pre-delivery inspection of vehicles.

 In charge of all service related activities.
 Review customer complaints and analysis.
 Calibration of equipments.
 Sample audit of serviced vehicles.
 Warranty handling.
 Motivate supervisors to achieve targets and customer satisfaction.

AVG MOTORS PVT LTD
 Ensure system and procedure implementation, adherence to policies of Maruti Suzuki

India Ltd.
 In charge of Maruti On-road service.
 Quick repair cell and quality circle.
 Acceptance and approval of warranty claims.
 Preparation and presentation of warranty claims with Maruti Udyog Ltd.
 Assistant Service Manager/ Deputy Service Manager(Accident section)
 Receive accident damage vehicles.
 Prepare and present transit damage repair and estimate.
 Prepare and present repair estimates and insurance claims on respective insurance
companies for settlement of claims.
 Follow-up with respective insurance companies for settlement of claims.
 Participate in managerial review meetings.
 Assist GM and Service Manager in all aspects of managing.
 Supervisor
 Supervision of accident repairs as per laid out procedures and instructions.
 Workshop floor handling.
 Co-ordinate with training department to implement training for employees.
 Assist service manages in all aspects of workshop, service and administration.
 Assist in vehicle survey and final inspection.
 Proper stocking of customer property.

AVG MOTORS PVT LTD
6.2.4. STRUCTURE OF SERVICE DEPARTMENT

CHAIRMAN
DIRECTORS
CEO
CFO
GM SERVICE- T/V
SM
ASM
DY. M
SPRVRS
SER. ADVR
SR. TECH
TECH
MECHANIC

AVG MOTORS PVT LTD
6.2.5.SERVICE ASSURANCE STANDARDS.
1. Service Reminder
Objectives
 To make personalised service reminder cell.
 Workshop customer retention and business and business growth.
 For customer relationship building and retention.
2. Service Appointment Scheduling
Objectives
 To understand & plan customer service requirement prior to workshop visit.
 For optimum utilization of workshop infrastructure.
3. Vehicle Pickup and Drop
Objectives
 To provide pick-up & drop service for customer convenience.
 Support customer retention.
4. Receiving customer at the workshop
Objective
 Customer reception in the workshop.

 Attend the customer within a reasonable period of time.
 To familiarize customer with the workshop process flow.
5. Vehicle receiving & pre-service
Objective
 To understand vehicle service/repair requirement.

 To capture customer demanded jobs.
 To ensure that the service advisor explain s the jobs properly.
6. Completion of vehicle receiving process
Objective
 To seek customer understanding & approval for all jobs.

 To ensure comfortable experience for the customer prefer to wait at the
customer lounge.
7. Vehicle inspection after service completion and explanation to customer.
Objective
 To complete all the jobs on the vehicle.

 To ensure customer informed after vehicle service is completed.
 To ensure that the vehicle is delivered as per promised time.
 To ensure condition & cleanliness of vehicle is satisfactory to the customer.

AVG MOTORS PVT LTD
 To ensure that the customer is explained properly on jobs carried out &
charges levied.
8. Payment, Documentation & Vehicle delivery

Objective
 Timely completion of payment process & vehicle delivery.
 Capture instant feedback from the customer & resolve concerns, if any.
9. Post-service follow-up
Objective
 Capture customer feedback on his/her service experience and resolve the

concerns, if any.
 Timely feedback on service for preventive & corrective measure to improve
service process.
10. Attending customer complaints at the workshop
Objective
 To attend at resolve complaints of customer who visit the workshop.
11. Vehicle tracking for delivering at promised time
Objective
 Job allocation from front office to the shop floor.

 Prioritize the service jobs on the basis of waiting customer, type of repair and
Technician skill.
 To monitor the vehicle delivery process after completion of the service/repairs.
12. First Time Right
Objective
 To do the job right first time, every time.

 Root cause analysis through 5-Why approach and 4M method
 Implementation of countermeasures based on root cause analysis.
13. Spare parts availability for service/repairs
Objective
 To ensure availability of required spare parts for servicing of the vehicle.

 To avoid delayed deliveries and vehicle hold up due to spare parts
unavailability.
14. Final Inspection
Objective
 To ensure 100% final inspection of all the vehicles serviced in the workshop.

AVG MOTORS PVT LTD
 To avoid the occurrence of repeat jobs.
15. Washing & Cleaning
Objective
 To ensure that vehicle is returned in clean condition, after completion of

service/repairs.
16. Effectiveness of Post-Service Follow up
Objective
 To identify dissatisfied customer and ensure resolution of the complaints.

 To analyse areas of improvement based on customer feedback
 To monitor PSF trend & efficiency of CCEs on daily basis.
17. Capturing Customer Feedback, Analysis & taking counter measures
Objective
 To ensure proper analysis of customer feedback cards & telephonic survey based
on his/her service experience
 To ensure proper identification of weak areas and countermeasure implementation
for improvement.
 Feedback sent by the customer is authentic and un-biased without any influence.
18. 5s & Safety
Objective
 To provide a clean, organised & safe environment and working condition in the
workshop.
19. Workshop Performance Review
Objective
 To review workshop performance on key parameters and plan countermeasure for

improvement .
 To involve the workshop staff for the improvement in workshop processes &
enhance performance.
20. Transportation & loner vehicle facility for customer
Objective
 To provide transportation vehicle to customers.

 To provide an alternate vehicle to the customer, as per norms, if customer vehicle is
held up at the workshop

AVG MOTORS PVT LTD
21. Maruti-On Road Service
Objective
 To provide the required assistance to customer for breakdown vehicle through

Maruti On-road Service (MOS)
22. Maruti Mobile Support Workshop
Objective
 To provide doorstep service for customer convenience.

 To enhance dealer service capacity and support customer retention.
23. Faster Vehicle Service through express service and two-tech bay
Objective
 To perform faster service of vehicles for higher productivity and higher customer
satisfaction
24. Service facility for customer convenience and delight
Objective
 To build long-term relationship with the customers and add new customers
 To support business growth through the following customers delight/convenience
activities
 Service camp
 Customer meet
 Home visit
 Workshop open on weekends and later hours
 Greetings customers on birthday/anniversary

AVG MOTORS PVT LTD
The service department works on certain set of principles followed by

Maruti Udyog Ltd.
1. Avoid 3M
MURI - Inconvenience
MUDA - Wastage
MURA – Inconsistency
2. Follow 3G
GENCHI – Go to the spot
GENBUTSU – See the actual problem
GENJITSU – take realistic action based on fact
3. Act according to 3K
KIMERARETA KOTOO – What has been decided?
KIMERAETA TORI – Exactly as per standard
KICHINTO MAMARO – Must be followed
4. A Service Advisor must follow ‘SERVICE’
S – Smiling
E – Enterprising
R – Responsive
V – Vibrant
I – Innovative
C – Caring
E – Enthusiasm to build customer relations
When a vehicle enters the Service Centre for service, the following is
the procedure:
At the entrance, the security allots vehicle for each service group in random
basis.
Then the respective service advisors will approach the vehicle.
The problems and works to be carried out are analysed.
Then the job card is got printed from the front office and the customer is
informed about cost and the estimated delivery time.

AVG MOTORS PVT LTD
If the job card is acceptable to the customer, he agrees the conditions and
signs on the job card and leave the workshop or wait in the full fledged
customer lounge.
Then the vehicle is taken on the service area and respective jobs are done.
All these procedures are monitored b y Customer Care Manager and
Customer Care Executives.

AVG MOTORS PVT LTD
6.3 HUMAN RESOURCE MANAGEMENT

DEPARTMENT
6.3.1 STRUCTUE OF HRM DEPARTMENT
CHAIRMAN
DIRECTORS
CEO
COO
HR MNGR
AS. MNGR
SNR. EXE
EXE

AVG MOTORS PVT LTD
6.3.2 AUTHORITY AND RESPONSIBILITY
HUMAN RESOURCE MANAGER
o Manpower requirement analysis.

o Conducting recruitment drive.
o Induction.
o Training.
o Performance monitoring.
o Appraisal.
o Employee retention.
o Motivation.
o Participate in management reviews.
ASSISTANT MANAGER / EXECUTIVES
o Train the employees after identifying their needs.

o Maintain all training records.
o Evaluate all employees and to take corrective actions.
o Participate in management review meetings.
o To implement human resource development programs.
o Keep all service circulars and bulletins.
6.3.3. PERSONNEL FUNCTIONS
Administration
This section deals with functions like notification of vacancies and issue of
joining reports. This section also regulates apprentice appointment,
engagement of contract labourers and permission for training. The computer
networks in the office are administered by this section. It administrates the
employees entitlements such as leave surrender.
Functions of administration
I. Overall administration.
II. Proper discipline procedure.
III. Proper and faithful observance of standing orders of the company.
Welfare of employees
This section supervises the welfare measures of all employees.

AVG MOTORS PVT LTD
AVG motors plans to provide many facilities for the employees development.
Health and safety

I. Cleanliness
The showroom and workshop and its premises are kept clean and neat. The
accumulation of dirt and rejections are removed daily.
II. Drinking water
Effective arrangement at suitable points conveniently suited for all workers
employed there, for sufficient supply of drinking water.
III. First aid
First Aid facilities are provided in the office for all employees.
IV. Despatch
The internal and external mail, letters and office memo, registered items etc
comes to this section.
V. Security
A well-equipped security force is provided for safeguarding everything inside the
showroom.
VI. Manpower planning
Objectives of manpower planning in AVG motors are :
o To ensure optimum use of human resource employed.
o To determine further recruitment level.
o To forecast future skills requirement that will serve as a basis for training development
programmes.
VII. Manpower planning process
Following are the steps involved in the planning process at AVG motors limited.
o Analysis of the system.

o Deciding the time horizon of the plan.
o Forecasting the demand for and supply of manpower.
o Reconciliation of action plans.
VIII. Recruitment and selection
Recruitment is the process of searching right person and stimulating them to apply jobs
in the organization follows a centralized system of direct recruitment.
Selection is done to examine the applicants with regards to their suitability for the
given job or job; and choosing the best from the suitable candidate and rejecting the
others.

AVG MOTORS PVT LTD
IX. Induction
An effective induction programme exists to acquaint the employees with the
organization and familiarize the recruits with his/her work, company rules, regulations,
policies etc. The main intention of the induction process is to make the work
understand the relevance of his/her job in the overall organizational set up. Apart
from the general orientation programme covering all the aspects of company operation
given by the personnel department specific induction programmes are also conducted
depending upon necessity.
X. Training and Development
Training is an essential requirement for the personnel due to the technological changes
and demands of the service industry taking into account the competition in the
automobile sector.
1. Initial Training
Initial training of new entrants shall be co-ordinate by the HR executive and HR
manager.
2. On the job training
On the job training for new entrants shall given after initial training. In
addition, bulletins and circulars issued by Maruti Suzuki Limited shall
be explained to the concerned person.
3.Training through Maruti Suzuki India Limited.
In addition to the above, training for workshop staff shall be given at the service training
centres of Maruti Suzuki India Limited in their respective courses
4. Identification of the training needs
The training need for each section shall be identified by the HR manager at the training of
the year and based on this training programme; training chart shall be prepared for execution
and approval of the Sales/Service manager. Approval for training is only given if person is
eligible for the training.
5. Training Records
HR department shall maintain the records of training imparted to the staff. The detail
shall include employee’s number, and date of birth, date of joining, and details of trainings
undertaken.
6. Training Procedure

AVG MOTORS PVT LTD
The training programme for the staff members who are working in sales, workshop and
spare parts is planned as follows:
a) In house training by managers or professional trainees.
b) Training as per schedule and allotment by Maruti Udyog Limited.
The executive in charge shall maintain record of training of staff members. Whenever a new
model of Maruti Suzuki is introduced nominated staff members shall be trained by Maruti
Udyog Limited on sales, service and repairs of the same. Any communication coming in the
form of warranty/service and sales bulletin circular sent by Maruti Udyog Limited is
discussed in staff meeting or special in house training sections. After discussion, the same is
displayed on the notice board for one week. New trainees and apprentices if any shall be
trained on the job for better performance.
Performance Appraisal
Performance appraisal is a systematic and objective way of judging the relative worth or
ability of an employee in performing his job.
Performance appraisal in AVG MOTORS is normally conducted for:
a. Identifying for further increase in salary or position lay-off or termination

of service.
b. Determining training need for further improvement in performance.
c. Motivating employees by indicating their performance level.
d. Establishing a basis for research and reference for personnel decision in
future.
6.3.3. Infrastructure
The management will be responsible for ensuring the availability of essential utilities as
recommended by Maruti Udyog Li,ited including the following.
1. Working space in shed and buildings.

2. Office space and cu
3. stomer lounge with utilities 3.
4. Documented procedure and quality service manuals.
5. Service specification.
6. Machinery tools and storage space.
7. Maintenance of equipments to be carried out to avoid interruption of work.
7.3.4. Work environment
The management shall provide the best work environment needed to achieve quality so that it
results in customer satisfaction.

AVG MOTORS PVT LTD
7.4. SPARE PARTS DEPARTMENT
7.4.1. STRUCTURE OF SPARE PARTS DEPARTMENT
CHAIRMAN
DIRECTORS
GM SPARES
SR MNGR
AS MNGR
DY MNGR
STR KPR
STR AST

AVG MOTORS PVT LTD
6.4.2. AUTHORITY AND RESPONSIBILITY
SPARE PARTS MANAGER
1. Planning, forecasting and inventory control.

2. Procurements of parts.
3. Proper stocking and identification.
4. Participate in Managerial Review meeting.
6.4.3. Spare parts operation
This procedure outlines the spare parts operation.
Scope of application
1. Procurement
2. Spare parts used in the shop floor
3. Outside sales
Parts shall be procured from MUL or maruti authorized sources.
Lubricants & consumable shall be procured from suppliers approved by MUL. A
list of authorized sources shall be maintained. Orders for spare parts shall be
generated twice a month based on the following parameters applicable in
category of the spare parts viz. A,B or C as per the spare parts master price list.
A) Minimum quantity: 1 month consumption(based on average of last 3 months)
B) Maximum quantity: 1.5 times of minimum quantity.
C) Re- order level
1. 1 time of monthly consumption.
Re-order quantity : maximum level-(stock availability +

Backorder qty)
Outside sales spare parts
Orders are taken from individual

customers /masses /others over telephone / in writing. A sales counter will be
open for customer to purchase spare at any time during the working hours.

AVG MOTORS PVT LTD
7.5.FINANCE DEPARTMENT
7.5.1. STRUCTURE OF FINANCE DEPARTMENT
CHAIRMAN
DIRECTORS
GFC
SR. ACC MNGR
AS. FM
DY. MNGR
SR. ACCNTNT
ACCNTNT

AVG MOTORS PVT LTD
6.5.2. FINANCE DEPARTMENT
AVG Motors Ltd. has a paid up capital of 1 Crore and is a subsidiary of Thamarappally
Rubber Company Ltd. and majority of the other share capital being subscribed by the Nilgri
Tea Estate Ltd. an d Udyagiri Rubber Company. Financial management is the job of financial
department. AVG MOTORS financial department is headed by financial controller and
Account Manager, Administration. Major function of finance can be summarized into three:
that is planning resource, allocation of resource and control of resource.
6.5.3 Functions
1. Analysis of financial position and performance.
2. Financial function and planning.
3. Financial control
4. Identification of sources of finance and determination of financing mix
5. Calculating sources of fund and raising of funds.
6. Internal auditing.
7. Cash management.
8. Credit administration.
9. Payment collection of all department.
10. Evaluation of group finance.

AVG MOTORS PVT LTD
6.6. CUSTOMER CARE DEPARTMENT
6.6.1 Customer Complaint Handling
Complaint management
Complaint capturing plays a major role in finding out the gaps in the process and
making necessary changes. It is an opportunity which customer is providing for strengthening
the relationship and even enhancing their confidence in the company.
Guidelines for Handling Complaints
» All the complaints captured through dealer internal PSF complaint, feedback
card should be closed with satisfaction note only.
» For outstation customer complaint, feedback acknowledgement letter to be sent
immediately to the customer on receipt of complaint followed by receipt of
satisfaction note.
» DSE should personally visit the customers place for closure of complaints and
getting the satisfaction note signed.
» After receipt of satisfaction note, customer care manager should call the
customer to crosscheck the satisfaction and remarks should be mentioned on the
satisfactory note.
» Customer manager should also take the satisfaction rating from the customer
after closure of complaint and in case if the customer has given <9 rating, then
sales manager should speak to the customer followed by the visit of DSE.
For MSIL complaint dealer GM/CEO should speak to know the gaps in their internal
complaint as well in sales process.
» After closure of MSIL complaint satisfactory note along with root cause analysis
and a copy of order booking commitment checklist should be send to MSIL.
CCM cross checking remarks are mandatory.
» Customer manager should maintain a separate file for MSIL complaint.
» Root cause analysis should be done by customer care manager as per the format

AVG MOTORS PVT LTD
.
» DSE who are creating repeat complaints should be checked by CCM on regular
basis.
» Implementation of counter-measures should be checked by CCM on regular
basis.
» CCM should give a control number to all complaints received and record the
same in the customer complaint control register.

AVG MOTORS PVT LTD
CHAPTER-7
QUALITY MANAGEMENT SYSTEM

AVG MOTORS PVT LTD
QUALITY MANAGEMENT SYSTEM
A quality management system has been established and is documented in the form of Quality
manual supported by the Quality Procedure manual. The same manual forms a part of ISO
9001:2000 requirement to enable M/s. AVG Motors Ltd(and all its outlets and Tue Value) to
correctly implement and document its system to ensure customer satisfaction as per the
quality policy. The main objective of establishing a quality system is to render services to
meet the expectation of the customer and do better by continuous improvement. AVG motors
shall identify processes needed for quality management system and their application
throughout the organization, by determining the sequence and the interaction of these
processes, criteria and methods as laid down in the quality and procedure manual, ensure
availability of resources and information necessary to support the operation and monitoring of
the processes, monitor, measure and analyses these processes and implement actions
necessary to achieve a planned result and continuous improvement of these processes
whenever necessary.
Management commitment
1. Commitment of the management and employees for ultimate satisfaction of the customers
in all areas.
2. Creating an environment that encourages and motivates employees to get involved and
contribute towards development of one self and the organisation.
3. Reacting to customer feedback and improving quality in service.
4. Sharing information, knowledge and experience gained amongst each other in
implementing quality systems.
Customer focus
The management shall access and review the customer requirements with a view to meeting
the customer expectation and enhance customer satisfaction.
Quality policy
The management is committed t achieve excellence in customer satisfaction by complying

with requirements by constant adherence to and continual improvements in quality systems
and procedure.

AVG MOTORS PVT LTD
Quality objectives
1. To supply quality products or services such as vender, spare part and after sales service.
2. To obtain and evaluate customer feedback and using this information to develop and
improve services offered to customer so as t achieve an internal CSI and SSI above 85%.
3. To provide continuous education and training to employees in areas identified to improve
quality and competence level. Training norms set by Maruti Udyog Limited will be
achieved in all departments namely sales and service.
Quality Manual
The quality manual explains the entire Quality Management system adopted and
implemented by the company. The manual has been prepared based on the quality
standards laid down in ISO 9001:2000 standards.

AVG MOTORS PVT LTD
CHAPTER-8
METHODS FOR CONTINUAL

IMPROVEMENT OF THE ORGANISATION

AVG MOTORS PVT LTD
8.1. Continual improvement of organisation
The management review meeting are to be conducted quarterly to check

the continued stability and adherence or quality system of organization, also to verify the
achievement of quality policy and objective to suggest continuos improvement. Analysis of
data on sale complaints and data collected as per section will be carried out the corrective
action and preventive action shall be initiated by PDI, sales, workshop & spare parts
department to ensure that the customer is satisfied to the extent that there is no reason for an
occurrence of complaints /repeat complaints.
 Corrective action
 Corrective actions shall be taken immediately to close all the non conformance.
 The corrective action shall be taken on cases like customer complaints, repeat
jobs, system non compliances and others.
 The concerned personnel as defined on the system procedure shall investigate the
cause of non conformance and take corrective actions.
 Preventive actions
The frequent occurrence of non-conformance shall be analyzed with suitable statistical

techniques to determine the cause and course and steps needed to deal with the same. To
avoid recurrence of similar problems, feedback/training to be given to the concerned staff &
counter measures shall be taken.
 Customer satisfaction
The controlling authority shall study customer satisfaction indexes and
customer feedback and take corrective action in terms of trnds and patterns
emerging from the same. Factors scoring low are analysed and corrective
action will be initiated. Persons responsible are notified, verbally or in
writing. So, that are immediately taken to rectify or correct such situations.
Where additional training is required the same shall be provided.

AVG MOTORS PVT LTD
CHAPTER-9
EXPANSION OF ABBREVIATIONS

AVG MOTORS PVT LTD
ASM Assistant Sales Manager

CCM Customer Care Manager
CEO Chief Executive Officer
CSI Customer Satisfaction Input
HRD Human Resource Department
MGA Maruti Genuine Accessories
MGP MAruti Genuine Parts
MR Management Representative
PDI Pre Delivery Inspection
PSF Post Service Follow up
GFC General Financial Consultant
STR AST Store Assistant
STR KPR Store Keeper
DY MNGR Deputy Manager
SR MNGR Senior Manager
SNR EXE Senior Executive
SSI Sales Satisfaction Index
FM Financial Manager
N2N End To End
MDS Maruti Driving School
EXPANSION OF ABBREVIATIONS

AVG MOTORS PVT LTD
CHAPTER-10
SWOT ANALYSIS

AVG MOTORS PVT LTD
STRENGTHS
1. Management with strong financial background.

2. ISO 9001:2000 Certification.
3. Strong work force.
4. Popularity of the range of products which the company is in.
5. Dedicated softwares for managing day to day operations.
6. Well defined procedures regarding the operations to be carried out in the
organization.
7. Larger customer base.
8. High customer Satisfaction Index.
9. Offices and workshops located in the prime locations.
10. Ample space for workshop operations.
11. Spares required always in stock.
12. Well-defined Quality Management System.
13. Capable of handling large number of customers in the sales and service areas.
14.
WEAKNESS
1. Lack of more competitive actions in Sales and Service.

2. Space available for collecting vehicle is insufficient.
3. Lack of executives reaching to more rural areas for sales catching.
4. Sometimes due to rush, every vehicle entering in service area is not treated well as
wished by customer.

AVG MOTORS PVT LTD
OPPORTUNITIES
1. Increase in sales.
2. Maruti wishes to have its car on each family. So the organization can contribute a lot
to that mission.
3. High Customer Satisfaction Index compared to other companies. So that can be
explored and the company can reach more by word of mouth publicity.
4. Maruti is launching cars for all segments of customers. So company can reach every
segment of customer.
5. Increase customers by conducting more studies in the field of customer satisfacti
THREATS
1. High competition.
2. High expensive machines are imported.
3. Negative demand of product selling.
4. Service ideas are developing day by day and authorized servicing is now more
localised.
5. Changing Government tax policies and logistics regulations.

AVG MOTORS PVT LTD
CHAPTER-11
FINDINGS, SUGGESTIONS AND CONCLUSION

AVG MOTORS PVT LTD
11.1. FINDINGS
1. Workers are satisfied with compensation package

2. Sale of the product is mainly through nearly identified customers.
3. Debt collection is managed properly.
4. There is very good demand for maruti products.
5. The brand image is good
6. The reporting pattern is not well co-ordinated
7. Decision are more centralized.
11.2. SUGGESTIONS
1. Appointed well efficient workers.
2. Reporting and MIS can be more organized.
3. Brand image can be utilised for marketing new products.
4. Marketing area expanded to other district and outside Kerala.
5. Decentralization leads the functioning more speedy and effective.

AVG MOTORS PVT LTD
11.3. CONCLUSION
AVG MOTORS is one of the leading maruti dealers in Kerala. As a result of efficient
monitoring and usage of quality control techniques in the organization as process in every
stage of sales and service, AVG MOTORS decided to expand in automobile sales outlets in
all over Kerala in by the product of Maruti vehicles and other company’s products.

AVG MOTORS PVT LTD
BIBLIOGRPHY
 Marketing Management, Prentice all India Pvt. Ltd., New Delhi, Philip Kotler.
 Human Resource and Personnel Management, Dr. Gupta C.B.
 Personal Management and Industrial relations, Himalaya Publishing House, New Delhi,
P. Subha.
 CHHABRA .T.N “Principles & Practice of Management” Dhanpat Rai & Co (9 th
Reprint Edition 2009).
 POTTI .L .R “Research Methodology” Yamuna Publications(2009 Reprint Edition)
 CHHABRA .T.N “Human Resource Management” Dhanpat Rai & Co 5 th (Revised)
(2010 Reprint Edition)
 Report regarding various departments, AVG Motors, Thiruvalla.
Websites
 www.avgmotors.co.in
 www.google.com

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AVG MOTORS PVT LTD

A REPORT ON ORGANIZATION STUDY

AT AVG MOTORS PVT. LTD.

MASTER OF BUSINESS ADMINISTRATION

(Reg. No: 61273)

Under the Guidance of

Mr. Abraham B. Meleth

(Professor & HOD of MBA)

MES-Advanced Institute of Management & Technology

MES AIMAT, MARAMPALLY 1

MES AIMAT, MARAMPALLY 1

I thank God Almighty, our creator for guiding me always.

I express my sincere thanks and gratitude to my project guide Dr. Abraham B.

I am grateful to our Director Dr. P. A. Habeeb Rahiman, MES AIMAT,

I am giving my sincere thanks to Mr. Suyash George, Asst. Manager(Training and

MES AIMAT, MARAMPALLY 1

1.1. Title of the study

1.4. Scope of the study

3. PROFILE OF MARUTI SUZUKI INDIA LTD.

4.6. Organization Chart

5. FUNCTIONS OF VARIOUS DEPARTMENTAL

6.1 Sales Department

6.2 Service Department

MES AIMAT, MARAMPALLY 1

6.3 Human Resource Management Department

6.4. Spare Parts Department

6.5. Finance Department

6.6. Customer Care Department

7. QUALITY MANAGEMENT SYSTEM

8. METHODS FOR CONTINUAL IMPROVEMENT

10. SWOT ANALYSIS

11. FINDINGS. SUGGESTIONS AND CONCLUSION

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The entire project is divided in to eleven chapters, described below;;

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1.1. TITLE OF THE STUDY

“An organizational study about AVG Motors Pvt. Ltd, Kottayam.”

For doing this study, two sources of data were used:

Primary data is collected through:

 Direct interview with the personnel and staff

Secondary data is collected through:

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1.3. OBJECTIVES OF THE STUDY

The objectives of the study are divided in to:

Primary objective is to understand the functioning of AVG Motors as a management

Secondary objectives are aimed at:

 Studying the functions and responsibilities of various departments.

1.4. SCOPE OF THE STUDY

1.4.1. Period of the study

The period of the study is 1-05-2015 to 30-05-2015.

1.4.2. Data requirements

1.4.3. Method for analysis

Qualitative analysis: SWOT – It is the environmental study of an organization both internal

S/W: Internal & O/T: External

 Investigator had to depend more on secondary data.

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