A

RESEARCH PROJECT REPORT

ON
A STUDY ON CONSUMER PREFERENCE IN HERO MOTOR BIKE AT
HERO MOTOCROP LTD.

In the partial fulfillment of the requirement for the award of the degree of
BACHELOR OF BUSINESS
ADMINISTRATION (2018- 2021)
Submitted to :- Submitted By:

Mr. Sudhanshu Sir Shweta Aggarwal

BBA (Semester 6th)
Roll No.180325105080

Department of Management
Studies (ISO: 9001: 2008 Certified)
7th KM. STONE, DELHI- MEERUT ROAD, GHAZIABAD (U.P)- 201003
 Declaration

I Shweta Aggarwal student of BBA(Semester 6th) H.R. Institute of Science And Technology,
Ghaziabad here by declare that this Research Project Report is my own work and this work
has not been previously submitted to any other university for any examination.

Date:… … … … … Student’s Signature

Place:… … … … … Students’s Name:… … … … …
 ACKNOWLEDGEMENT

I would like to thank to Mr. Vishal Saxena –(Sales Manager, Hero Motor
Corp Ltd., Delhi) for her kind assistance, proper guidance and co- operation in the
preparation of the Project Report on “A study on Consumer preference in Hero Motor Corp.
Bike Segment at Hero Motocorp Ltd., Delhi’’.

Project report acts as a bridge connecting the educational qualification and the
Professional use .It is the path leading to success by shouldering responsibilities underthe
careful guidance of seniors and experienced personnel without fear and failure. My Project
report would have been impossible had certain people cooperated. I would like to
acknowledge their support by thanking them from the inner of my heart for their unfailing
help, guidance and encouragement.

Last but not the least I would like to thank to my friends and others who are directly
or indirectly helped me in providing information and sharing with me their precious time to
complete the Project report.

Shweta Aggarwal
 TABLE OF CONTENTS

1. Chapter - 1
a. EXECUTIVE SUMMARY 1- 2
2. Chapter - 2
a. INTRODUCTION 3- 5
3. Chapter - 3
a. COMPANY PROFILE 6- 28
4. Chapter - 4
a. PRODUCT PROFILE 29- 39
5. Chapter - 5
a. OBJECTIVES 40- 42
b. SCOPE OF THE STUDY
6. Chapter - 6
a. RESEARCH METHODOLOGY 43- 47
7. Chapter - 7
a. DATA ANALYSIS & INTERPRETATION 48- 61
8. Chapter - 8
a. FINDINGS 62- 63
9. Chapter - 9
a. LIMITATIONS 64- 65
10. Chapter - 10
a. CONCLUSION 66- 67
11. Chapter - 11
a. RECOMMENDATION 68- 69
12. Chapter - 12
a. BIBLIOGRAPHY 70- 71
13. Chapter - 13
A. QUESTIONNAIRE 72- 74
 Chapter - 1

EXECUTIVE
SUMMARY
 EXECUTIVE SUMMARY

The main aim of the project is to measure the consumer preferences in Hero Motor Corp.

bike segment & also the customer mindset while choosing a bike & what additional feature

a customer need while purchasing a bike.

The objective of research are:

• To study consumers perception for different products of Hero Motor Corp..

• To know why people buy Hero Motor Corp. and why some people prefer other

company’s products.

• To study the features of different products that give a good idea of various

products and services offered by the company.

• To understand the competitive environment in which the company is operating andis

desired to meet customer need and satisfaction.

 Chapter - 2

INTRODUCTION
OVERVIEW OF AUTOMOBILE SECTOR IN INDIA

• The Automobile sector is one of the fastest growing manufacturing sectors in India.

• In the 90s the industry witnessed an average growth rate of above 20 percent.

• Indian Automobile Industry is characterized by a very high percentage (75 per cent)

of two wheeler production, ranking second only to Taiwan.

• The world leaders in the sector are evincing keen interest in establishing

manufacturing facilities for manufacturing and assembling components.

• A politically stable and vibrant State, Andhra Pradesh is centrally located with the

support of seaports, international airports, assured and reliable power supply,

abundant water, broad base of auto component manufacturers, highly trained, skilled

and disciplined manpower and is therefore, the preferred location for Automobile

industries.

• The interest of the state has been duly noted by Global Auto Majors, who have

indicated their interest to consider Andhra pradesh for establishingmanufacturing

facility.

• The Government of Andhra Pradesh invites leaders in the industry to set up

manufacturing facilities to manufacture vehicles or vehicle components in the State.

The ideal places to locate companies in the Auto Sector are the Hyderabad-

Zaheerabad, Visakhapatnam- Kakinada, Krishnapatnam- Tada- Sathiveedu and

Vijayawada- Guntur corridors.

• The Government is also formulating an Auto Policy, which would give a proper
 direction to the growth of the sector.

• There are more than 20 auto –component manufacturing companies in the State,

manufacturing components such as grey- iron castings, precision aluminium castings,

leaf

springs,oils and lubricants, diesel fuel injection equipment, electronics and auto

electronics and

auto electrical, front axles, gears, forging, machined components, pressed metal

components, pistons, cylinder liners, nozzles, delivery valves, starter motors,

alternators, electronic regulators, high pressure die castings, clutch covers, fuel

filters ,etc.

• Most of these components are presently being supplied to Hero Motor Corp., TVS

Suzuki, Escorts Yahama, Bajaj and others. Amaron Batteries are manufactured in

Chittoor district. Around 119 components manufacturers have been certified for ISO

9000 quality standards and seven companies achieved the QS 9000 quality

standard set by government and motors association.

 Chapter – 3

COMPANY
PROFILE
 ABOUT THE COMPANY

The joint venture between India' s Hero Group and Honda Motor Company, Japan has not

only created the world' s single largest two wheeler company but also one of the most

successful joint ventures worldwide.

During the 80s, Hero Motor Corp. became the first company in India to prove that it

was possible to drive a vehicle without polluting the roads. The company introduced new

generation motorcycles that set industry benchmarks for fuel thrift and low emission. A

legendary ' Fill it - Shut it - Forget it' campaign captured the imagination of commuters

across India , and Hero Motor Corp. sold millions of bikes purely on the commitment of

increased mileage

Over 19 million Hero Motor Corp. two wheelers tread Indian roads today. These are

almost as many as the number of people in Finland , Ireland and Sweden put together!

Hero Motor Corp. has consistently grown at double digits since inception; and today,

every second motorcycle sold in the country is a Hero Motor Corp.. Every 30 seconds,

someone in India buys Hero Motor Corp.' s top - selling motorcycle - Splendor. This festive

season, the company sold half a million two wheelers in a single month- a feat unparalleled

in global automotive history.

Hero Motor Corp. bikes currently roll out from two globally benchmarked

manufacturing facilities based at Dharuhera and Gurgaon in Haryana. These plants together

are capable of
churning out 3.9 million bikes per year. A third state of the art manufacturing facility at

Hardwar in Uttranchal will soon be commissioned to cope with sustained customer

demand.

Hero Motor Corp.' s extensive sales and service network now spans over 3000 customer

touch points. These comprise a mix of dealerships, service and spare points, spare parts

stockists and authorized representatives of dealers located across differentgeographies.

Hero Motor Corp. values its relationship with customers. Its unique CRM initiative - Hero

Motor Corp. Passport Program, one of the largest programs of this kind in the world, has

over 3 million members on its roster. The program has not only helped Hero Motor Corp.

understand its customers and deliver value at different price points, but has also created a

loyal community of brand ambassadors.

As Brijmohan Lall Munjal, the Chairman, Hero Motor Corp. Motors succinctly points out, "

We pioneered India ' s motorcycle industry, and it' s our responsibility now

to take the industry to the next level. We' ll do all it takes to reach there.''

Hero Motor Corp. has a reputation of being the most fuel- efficient and the largest selling

Indian motorcycle. Its commitment of providing the customer with excellence isself- evident.

A rich background of producing high value products at a reasonable price led the world' s

largest manufacturer of motorcycles to collaborate with the world' s largest bicycle

manufacturer.

It was this affinity in working cultures of Honda Motor Company of Japan and the
Hero Group that resulted in the setting up of Hero Motor Corp. Motors Ltd. A relationship so

harmonious that Hero Motor Corp. has managed to achieve indigenisation of over 95

percent, a Honda record worldwide.

Tactical promotions and excellent marketing helped Hero Motor Corp. establish itself as an

intelligent purchase. Its unique features like fuel conservation, safety riding courses and

mobile workshops helped the group reach in the interiors of the

Country

Finance services helped facilitate purchase, as did an efficient dealer network acrossthe

country.

Well- entrenched in the domestic market, Hero Motor Corp. Motors Ltd. turned itsattention

overseas, and exports have been steadily on the rise.

Over the years, the Company has received its share of accolades, including the National

Productivity Council' s Award ( 1990- 91), and the Economic Times - HarvardBusiness

School Association of India Award, against 200 contenders.

 VISION & MISSION OF THE COMPANY

VISION

What started out as a Joint Venture between Hero Group, the world’s largest bicycle

manufacturers and the Honda Motor Company of Japan, has today become the World’s

single largest two wheeler Company. Coming into existence on January 19, 1984, Hero

Motors Limited gave India nothing less than a revolution on two- wheels, made even more

famous by the ‘Fill it – Shut it – Forget it ‘ campaign. Driven by the trust of over 5 million

customers, the Hero Motor Corp. product range today commands a market share of

48% making it a veritable giant in the industry. Add to that technological excellence, an

expensive dealer network, and reliable after sales service, and you have one of the most

customer- friendly companies.

This is proved by the company’s sales over the years:

Year Units

2003- 04 10,29,555

2004- 05 14,25,195

2005- 06 17,78,392
 2007- 08 22,31,589

2008- 09 26,84,786

2009- 10 29,54,675

2010- 11 33,36,756

Customer satisfaction, a high quality product, the strength of Honda technology and the

Hero group’s dynamism have developed HTML scale new frontiers and exceed limits.

In the words of Mr. Brijmohan Lal Munjal, the Chairman and Managing Director, “We will

continue to make every effort required for the development of the motorcycle industry,

through new product development, technological innovation, investment in equipment and

facilities and through efficient management”.

MISSION

Hero Motor Corp.’s mission is to strive for synergy between technology, systems and human

resources, to produce products and services that meet the quality, performance and price

aspirations of its customers. At the same time maintain the highest standards of ethics and social

responsibilities. This mission is what drives Hero Motor Corp. to new heights in excellence and helps

the organization forge a unique and mutually beneficial relationship with all its stake holders.
Hero Motor Corp. is a world leader because of its excellent manpower, proven management,

extensive dealer network, efficient supply chain and world- class products with cutting edge technology

from Honda Motor Company, Japan. The teamwork and commitment are manifested in the highest

level of customer satisfaction, and this goes a long way towards reinforcing its leadership status

BOARD OF DIRECTORS

No. Name of the Directors Category of Directorship

1 Mr. Brijmohan Lall Munjal Chairman & Whole- time Director

2 Mr. Pawan Munjal Managing Director

3 Mr. Toshiaki Nakagawa Joint Managing Director

4 Mr. Yutaka Kudo Whole- time Director

5 Mr. Om Prakash Munjal Non- executive Director

6 Mr. Sunil Kant Munjal Non- executive Director

7 Mr. Tatsuhiro Oyama Non- executive Director

 8 Mr. Masahiro Takedagawa Non- executive Director

9 Mr. Takashi Nagai Director

10 Mr. Narinder Nath Vohra Non- executive & Independent Director

11 Mr. Pradeep Dinodia Non- executive & Independent Director

12 Gen.(Retd.) Ved Prakash Malik Non- executive & Independent Director

13 Mr. Analjit Singh Non- executive & Independent Director

14 Dr. Pritam Singh Non- executive & Independent Director

15 Ms. Shobhana Bhartia Non- executive & Independent Director

16 Dr. Vijay Laxman Kelkar Non- executive & Independent Director

17 Mr. Sunil Bharti Mittal Non- executive & Independent Director

KEY MILESTONES OF THE COMPANY

The following are the historical facts of the company :

1992

• Joint Collaboration Agreement with Honda Motor Co., Ltd., Japan signed

• Shareholders Agreement signed.

1993

• Company incorporated.

• Technical collaboration signed.

• Foundation stone lay.

• 1983 - shareholders agreements signed.

1994

• First motorcycle " CD 100" rolled out.

1995

• Engine plant started.

• 1,00,000th Motorcycle produced.

1996

• Sleek model introduced.

1997
 • 5,00,000th motorcycle produced.

• CD- SS model introduced.

• Economic times – Harward business school award for excellent Governance toHero

Motor Corp. Motors Ltd.

1998

• Hero group sponsors Hero cup five nations cricket tournament

1999

• “Splendor” model introduced.

• 1,000,000th motorcycle produced

2000

National Award for outstanding contribution to the development of Indian small scale

industry (NSIC Award presented by President of India)

The analyst award 1995 presented to Hero Motor Corp. Motors Ltd. on being ranked9th

amongst the most investor rewarding companies in India.

2001
1000 motorcycle per day production started.

2002

15,00,000th motorcycle produced.

“Street” model introduced.

Hero sponsored 6th women world cup cricket tournament.

2003

• 20,00,000th motorcycle produced.

• 1st Hero Motor Corp. Master golf championship held at Delhi.

2004

• 30,00,000th motorcycle produced.

• “CBZ” model introduced.

• 7th World Cup Cricket tournament sponsored at England.

• Most admired business Baron CEO award conferred upon the Chairman

BrijMohan Lal Munjal.

2005
“Passion” and “Joy" motorcycle launched.

One million motorcycles produced in one single year. Winner

of the review- 2000- Asia’s leading companies’ award

4,000,000th motorcycle produced.

Environment Management System of Gurgaon Plant certified ISO- 14001 by DNVHolland .

Splendor declared ' World No. 1' - largest selling single two- wheeler model."

Hero Motor Corp. Passport Programme" - CRM Programme launched.

2006.

➢ National productivity award for the best performance in automobile and tractors.

➢ Sir Jahangir Ghandy medal for industrial peace awarded to Brij Mohal Lal by

XLRI Jamshedpur.

➢ New motorcycle model - " Passion" introduced.

➢ One million production in one single year.

➢ New motorcycle model - " Joy" introduced.

➢ 5,000,000th motorcycle produced.

2007

➢ Declared “company of the year” by economic times business award.

➢ Chairman Brij Mohan Lal awarded the “entrepreneur of the year” award

byBusiness standard.

➢ New motorcycle model - " Ambition" introduced

➢ New motorcycle model - " Dawn" introduced.

➢ Appointed Virender Sehwag, Mohammad Kaif, Yuvraj Singh, Harbhajan Singh

and Zaheer Khan as Brand Ambassadors

2008

➢ Declared “company of the year” by economic times business award for

thesecond time.

➢ Becomes the first Indian Company to cross the cumulative 7 million sales mark.

➢ Splendor has emerged as the World' s largest selling model for the third calendar

year in a row (2000, 2001, 2002).

➢ “Karizma” the sports segment bike launched.

➢ New motorcycle model - " CD Dawn" introduced.

➢ New motorcycle model - " Splendor +" introduced.

➢ New motorcycle model - " Passion Plus" introduced.

2009
➢ New motorcycle model - " Ambition 135" introduced.

➢ Hero Motor Corp. became the World No. 1 Company for the third consecutive

year.

➢ Crossed sales of over 2 million units in a single year, a global record.

➢ Splendor - World' s largest selling motorcycle crossed the 5 million mark.

➢ New motorcycle model - " CBZ*" introduced.

➢ Joint Technical Agreement renewed.

➢ Total sales crossed a record of 10 million motorcycles.

2010

➢ Hero Motor Corp. is the World No. 1 for the 4th year in a row.

➢ New motorcycle model - " Super Splendor" introduced.

➢ New motorcycle model - " CD Deluxe" introduced.

➢ New motorcycle model - " Glamour" introduced.

➢ New motorcycle model - " Achiever" introduced.

➢ First Scooter model from Hero Motor Corp. - " Pleasure" introduced.

2011

➢ Hero Motor Corp. is the World No. 1 for the 5th year in a row
 This all says about the golden past of the company and the company is going on to

the path of success.

PROMINENT AWARDS TO THE COMPANY

2011

➢ NDTV Profit Car India & Bike India Awards - Bike Manufacturer of the year.

➢ Overdrive Magazine - Bike Manufacturer of the year.

➢ TNS Voice of the Customer Awards

• No.1 executive motorcycle Splendor NXG

• No.1 standard motorcycle CD Deluxe

• No. premium motorcycle CBZ Xtreme

2010

➢ The NDTV Profit Car India & Bike India Awards 2007 in the following category:

• Overall " Bike of the Year" - CBZ X- treme.

• " Bike of the Year" - CBZ X- treme (up to 150 cc category)

• " Bike Technology of the Year" - Glamout PGM FI.

➢ " Auto Tech of the Year" - Glamout PGM FI by Overdrive. Magazine.

➢ " Bike of the Year" - CBZ X- treme by Overdrive Magazine.

➢ Ranked CBZ X- treme " Bike of the Year" - by B S Motoring Magazine.

➢ “Most Trusted Company” , by TNS Voice of the Customer Awards 2010.

➢ CD Deluxe rated as " No 1 standard motorcycle" by TNS Voice of the Customer

Awards 2010.
2009

➢ Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two

Wheeler Company).

➢ One of the 8 Indian companies to enter the Forbes top 200 list of world’s most

reputed companies.

➢ No. 1 in automobile industry by TNS Corporate Social Responsibility Award.

➢ TNS Total Customer Satisfaction Awards 2009:

• Splendor Plus (Executive)

• CD Deluxe (Entry)

• Pleasure (Gearless Scooters)

➢ Splendor & Passion - Top two models in two wheeler category by ET Brand

Equity Survey 2009.

➢ Adjudged 7th Top Indian Company by Wallstreet Journal Asia (Top Indian Two

Wheeler Company).

➢ Top Indian company in the Automobile - Two Wheeler sector by Dun &

Bradstreet - American Express Corporate Awards 2009.

➢ Hero Motor Corp. Splendor rated as India' s most preferred two- wheeler brandat

the Awaaz Consumer Awards 2009.

➢ The NDTV Profit Car India & Bike India Awards 2009 in the following category:

• Bike Maker of the Year

• Bike of the Year - Achiever

• Bike of the Year - Achiever (up to 150 cc category)

• Bike of the Year - Glamour (up to 125 cc category)

• NDTV Viewers' Choice Award to Glamour in the bike category.

2008

➢ Awaaz Consumer Awards 2008 - India' s most preferred two- wheeler brand byCNBC in

the ' Automobiles' category

➢ Bike Maker of the Year Award by Overdrive Magazine

➢ ICWAI National Award for Excellence (Second) in Cost Management 2004 in the

private sector category by ICWAI.

➢ 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth

creator for the period 1991- 2008.

2007

➢ Winner of the Review 200 - Asia' s Leading Companies Award (3rd Rankamongst

the top 10 Indian companies)

➢ GVC Level 1 (Highest Rating) by CRISIL for corporate Governance

➢ Adjudged as the Best Value Creator - Large Size Companies 2006- 07 by TheOutlook

Money

➢ Corporate Excellence Award 2004 by Indian Institute of Materials Management

➢ Adjudged as the Organization with Innovative HR Practices by HT Power Jobsfor

HR Excellence

➢ ICSI National Award for Excellence in Corporate Governance 2007 by TheInstitute

of Company Secretaries of India.

2006

➢ Winner of the Review 200 - Asia ' s Leading Companies Award (3rd Rankamongst

the top 10 Indian companies)

➢ Most Respected Company in Automobile Sector by Business World

➢ Bike Maker of the Year by Overdrive Magazine.

2005

➢ Bike Maker of the Year by Overdrive Magazine

➢ Winner of the Review 200 - Asia ' s Leading Companies Award (4th Rank amongst the

top 10 Indian companies)

➢ Company of the Year of ET Awards for Corporate Excellence

➢ Ranked 4th in ' Overall Best Managed Company' category, ranked 3rd in ' Best Financial

Management' and ' Best Operational Efficiency' category, ranked 6th in' Overall Best

Investor Relations' category, by Asiamoney.

➢ Highest Wealth Creating Company of the Year Award by the Money

➢ GVC Level 1 (Highest Rating) by CRISIL for Corporate Governance.

2004

➢ Bike Maker of the Year by Overdrive Magazine.

➢ Winner of the Review 200 - Asia ' s Leading Companies Award (9th Rankamongst

the top 10 Indian Companies).

➢ Winner of Three Leaves Award for showing Corporate Environment

Responsibility in the Automobile Sector by Centre for Science & Environment.

2003

➢ National Productivity Award for the Best Productivity Award in the category of

Automobile & Tractor presented by Vice President of India.

2002

➢ The Analyst Award 1995 presented to Hero Motor Corp. Motors Ltd. on being

ranked 9th amongst the most investor rewarding companies in India.

➢ National Award for outstanding contribution to the Development of Indian Small

Scale Industry (NSIC Award - Presented by President of India.

2001

➢ Economic Times- Harvard Business School Award for Corporate Performance to

Hero Motor Corp. Motors Ltd.

KEY POLICIES OF THE

COMPANY

Environment Policy

We at Hero Motor Corp. are committed to demonstrate excellence in our

environmental performance on a continual basis, as an intrinsic element of our corporate

philosophy. To achieve this we commit ourselves to:

➢ Integrate environmental attributes and cleaner production in all our business

processes and practices with specific consideration to substitution of hazardous

chemicals, where viable and strengthen the greening of supply chain.

➢ Continue product innovations to improve environmental compatibility.

➢ Comply with all applicable environmental legislation and also controlling our

environmental discharges through the principles of " alara" (as low as reasonably achievable).

➢ Institutionalise resource conservation, in particular, in the areas of oil, water,

electrical energy, paints and chemicals.

➢ Enhance environmental awareness of our employees and dealers / vendors, while

promoting their involvement in ensuring sound environmental management.

Quality Policy

Excellence in quality is the core value of Hero Motor Corp.' s philosophy.

We are committed at all levels to achieve high quality in whatever we do, particularly

in our products and services which will meet and exceed customer' s growing aspirations

through:

➢ Innovation in products, processes and services.

➢ Continuous improvement in our total quality management systems.

➢ Teamwork and responsibility.

Safety Policy

Hero Motor Corp. is committed to safety and health of its employees and other

persons who may be affected by its operations. We believe that the safe work practices

lead to better business performance, motivated work force and higher productivity. We shall

create a safety culture in the organization by:

➢ Integrating safety and health matters in all our activities.

➢ Ensuring compliance with all applicable legislative requirements.

➢ Empowering employees to ensure safety in their respective work places.

➢ Promoting safety and health awareness amongst employees, suppliers and

contractors.
➢ Continuous improvements in safety performance through precautions besides

participation and training of employees.

INDUSTRY SCENARIO

In the present scenario of automobile industry the major companies are:Table

1: Market Share of Two Wheeler Manufacturer

Manufacturer Products
Market Share(% )

HERO MOTOR Motorbikes 75% market share

CORP.

BAJAJ AUTO Scooter+Motorbikes+Scooterate 25% market share

LML Scooter+Motorbike+Scootrate 30% market share

TVS Motorbikes+Scootrate 15% market share

YAMAHA Motorbikes 15% market share

ENFIELD Motorbikes 10% market share

According to the recent results company (Hero Motor Corp.) registered a sales

increased by 24.5% over the past years. Same month TVS also registered increase of
45% while the other companies are not enjoying quiet good increase in sales. While the

whole industry registered an increase of about 17% only. So in present scenario the Hero

Motor Corp. comes as the leader of whole automobile segment while there isimmense

competition in industry to get the highest market share.

➢ BRAND AMBASSADOR

The company signed the Indian skipper of cricket team Saurav Ganguly,

Virendra Sehvag, Harbhajan Singh, Zaheer Khan & Yuvraj Singh as its

brand

ambassadors joining the add campaign together to promote “Ambition”. All of these

celebrities are the member of Indian cricket team and very much popular in younger

generation. In the last year with the launch of its new premium bike Karizama Hero

Motor Corp. signed its new brand ambassador who is a cine star and is also very popular.

He is Hritik Roshan.

➢ SERVICE YOUR BIKE

Hero Motor Corp. has always taken a lead in terms of defining service standards in

two wheeler industry with an aim to provide " Total Customer Satisfaction" for their valuable

customers across the country and also internationally. We are constantly endeavoring to

improve the quality of our service facilities at our Dealerships. The first and foremost step

to achieve this was creating Automated Workshops at our Authorized Dealerships and

Service Centers across the country.

➢ AUTOMATED WORKSHOPS

Hero Motor Corp. has the largest chain of Automated Workshops providing service

to their valuable customers by using latest service technology. Automated Workshops have

standard layout, hydro electric motor cycle lifts, dust free engine rooms and use pneumatic

tools

and equipment to ensure quality repair in customers motorcycle. The workshop

environment and usage of pneumatic tools increases mechanics efficiency and their

motivation to provide quality service. The layouts have been standardized to ensure that

there is a transparency of service. The

customers can view their motorcycle repair while sitting comfortably watching TV or

relaxing in the customer lounge. Workshop Automation has become a mandatoryservice

standard for all Hero Motor Corp. Dealers and Service Centers.

➢ TRAINING
 The regular Technical Training Programmes for Dealers Workshop staff to keep them

updated and refreshed about the latest price technology, product technical details as well

as service and repair procedures to handle customers motorcycle with utmost care as well

as to provide them the service quality of highest order is a focus area at Hero Motor Corp..

Hero Motor Corp. has six (06) training centers across the country. There are 05 zonal

training centers of Pune, Bangalore, Calcutta, Chennai and Delhi to take care of technical

training requirements of dealers in each zone as well as local technicians. There is a

National Training Center at Dharuhera to take care of all advanced level technical

programmes for our dealers staff and our in house service engineers. Hero Motor Corp.

keeps an organizing Dealers Mechanics Contest at Zonal Level and National Level to

develop competitive spirit among mechanics as well as in the process to update their skills

and product knowledge.

➢ CUSTOMER SERVICES

Hero Motor Corp. keeps on taking always- new initiatives to maintain its leadership on

service as well as enhance customer satisfaction level on an ongoing basis. Some of the

new initiatives related to customer service are as follows: -

· Service Advisors at Dealerships

· Service Plus Scheme for customers

· Pre Paid Reply Cards

· Automated Mobile Service Workshops

· Mega Millennium Camps

· On the Job Training Programmes

· Local Mechanics Training

 There are many more initiatives, which we keep on taking along with our dealersto

keep our customers always in our mind on top priority.

➢ SAFETY- " S4" CONCEPT (SALES, SERVICE,

SPARE PARTS &SAFETY)

Hero Motor Corp. is also launching very soon a novel concept and a very major

initiative - Safety at their S4 Dealerships (Sales, Spare Parts & Safety)

Safety Education to motorcycle customers shall be an integral part of Hero Motor

Corp.' s motorcycle delivery process at the showroom. Customers shall be educated on Safe

Riding techniques through various audio visual aids. Safety Instructors shall be imparting

riding skills as well as education to the customers. Dealers shall also conduct a major

programme in their respective towns with the association of local traffic police on a regular

basis on safety education and correct riding techniques.

Chapter – 4

PRODUCT
ANALYSIS
PRODUCT ANALYSIS

Hero Honda which focuses on understanding customer needs and desire and
translating them into product specification. It is due to this concept that captured the
market of India,Hero Honda has changed the Indian two wheeler market with its
products- Hero Honda Splender, Splender NXG, CD Deluxe,Passion Plus, Glamour,
Pleasure, Karizma.
 PLEASURE

Hero Honda Pleasure is the Attractive Model Of Hero Honda. It has been designed in
a manner that suits the daily requirement of the entire family and has been designed for
everyone.

By design, the Pleasure, let’s anybody in the family get their hand on it. To make riding
fun, Hero Honda removed the gears and retained only those controls which can be safely
left to your reflexes. Like the accelerator and the brakes in a lightweight body. So, now
mothers can enjoy an easy ride while fathers will appreciate its sturdy build. In fact, an
Pleasure has something in it for everyone, Hero Honda have got two new color graphic
stickers, a flamboyant one for the young rider who adheres to style. And for the mature
rider Hero Honda have got a more sober looking sticker, a reflection of their personality,
Customer will never see ease, technology and style come together in such a smooth way.
As in the Hero Honda Pleasure , there are many more features. Such as:-

1:- Contemporary Styling:-

i). A variety of design improvements and innovations make the Pleasure one of the
most comfortable scooters to ride.

ii). Sleek and aerodynamic styling that’s fashionable and increases comfort.iii).

Multi- reflector light that aids in night travel.

2:- Peace of Mind:-

I). No anxiety to stop or drag the scooter in case of puncture.

ii). Tuff- up Tube reduces the chances of sudden puncture by 70- 80

3:- Innovative Use of Space:-

I). Ensures that customer always have more room than you through possible.ii).Spacious

under seat box holds a full size helmet and a lot more.

4:- Easy Maintenance:-

 I). Exactly what customers have been looking for a scooter that’s easy to maintain.ii).

Convenient lift- up dependent cover.

iii). Metal body easily handles Indian road conditions.

Comparative Specification of Hero Honda Pleasure & Bajaj Wave

(DTS- i)

Pleasure Wave. DTS- i

Type 4- stroke 4- stroke

Air Cooled, OHC Air Cooled, OHC

Single Cylinder Single Cylinder

Displacemen 102 C.C. 110 C.C

t

Max power 7 bhp 8 bhp

Max Torque 0.8 Kg.m at 0.9 Kg.m at

Engine

5500 rpm. 5000 rpm

ze
Ty
re
Si
 Front 3.50- 10, 4PR 3.50- 10, 4PR

Rear 3.50- 10, 4PR 3.50- 10, 4PR

Battery 12 V 12 V
Electricals

Head Lamp. 35/35 W. 35/35 W.

Wheel base 1235 mm 1225 mm

Dimension

Weight 104 Kg 110 Kg

Fuel Tank

Full Tank 6 litres 5 litres

Capacity

Front Drum- 130 mm Dia. Shoe brake dia

System
Brakes

130 mm
 Rear Drum- 130 mm Dia Shoe brake dia
130 mm

Frame High Rigidity

Under Bone Type

Dimensions(l (1760 X 710 X 1110)

Chassis

X b X h)

Seat height 760 mm

Price

Showroom 37,215/- . (Pleasure) 33,822/-

 CD DELUXE

Features Specification:-

1:- Futuristic Design:-

I). Radically styled, yet functional, the Hero Honda CD Deluxe is the shape of things to
come.

ii). Sheek, aerodynamic, wedge- shaped styling.

iii). Multi- reflector Head Lamp produces a strong beam.

2:- Easy Maintenance:-

I). With features like these, it’s easy to see why the Hero Honda CD Deluxe is so
irresistible.

ii). Tuff- up Tube reduces the chances of a puncture by 70% .

3:- Thoughtful Extras:-

i). Sometimes it’s the little details which make a huge difference.

SPLENDER

Technical Specification
SPLENDER NXG
TECHNICAL SPECIFICATION
HERO HONDA GLAMOUR
 Chapter – 5

OBJECTIVES

]
 OBJECTIVE OF THE STUDY

The study was done primarily with the following objective in mind.

➢ To study consumers perception for different products of Hero Motor Corp..

➢ To know why people buy Hero Motor Corp. and why some people prefer other

company.

➢ To study the features of different products that give a good idea of variousproducts

and services offered by the company.

➢ To understand the competitive environment in which the company is operating

and is desired to meet customer need and satisfaction.

➢ To provide useful information to the company about the product features ofvarious

competing companies.
 SCOPE OF THE STUDY

Hero Motor Corp. is spreading its wings and widening its business horizon to reach and

serve customers at new centers in the year ahead. The company services are backed by

a highly motivated and technology driven team to achieve customers need,product

expertise and geographic reach.

The study is oriented towards the concept of different brands offered by Hero Motor

Corp. and its competitors to its customers. The company has endeavored to move fastin

providing market solution, which maximize customer needs and convenience, using

multiple delivery channels in composing the agency network, service centers, lower

service cost and increased efficiency.

 Chapter – 6

RESEARCH

METHODOL

OGY
 RESEARCH
METHODOLOGY

The methodology used in conducting the research work on HERO MOTOR

CORP. with major emphasis on its sales and marketing strategies involve the following

steps:

Why I have selected HERO MOTOR CORP. only?

I have selected Hero Motor Corp. because it is the company that is growing day by

day. It has maximum market share with comparison to its competitors. And it is the company

that gives highest sales and it is also the highest two- wheeler manufacturer.

Defining the problem and deciding research objectives:

Defining the objective is the most important part of any study process. Proper

defining of the problem is a must for proceeding further with the research process. The type

of study to be carried out, the questions to be raised, the sampling procedure to be followed,

and the data to be collected, all depends on a correct understanding of the problem. Also,

by clearly focusing on the real problem, the research job can be simplified and completed

with the minimum cost, effort and data.

Identified problem or the objectives of the research discussed in the report are:

1. DEVELOPING THE RESEARCH PLAN

In this a plan was developed about how to collect the require information i.e. whom

to contact for gathering the relevant data. Data is the foundation of all research.It is the

raw material with which a researcher functions.

Therefore, it requires great care to select the sources of data. Data, or facts, maybe

obtained from several sources. Data sources can either be primary or secondary.

A. Secondary data:

The sources from which secondary data was collected:

• Press releases of the company.

• Newsletters and In- house journals.

• Brochures and detailed descriptive leaflets

• Magazines like Business World, Outlook, Auto India, etc.

• Websites such as www.herohonda.com, www.google.com. These were the sources

from which secondary data has been gathered. Most of the information presented in this

report was extracted from the above data sources.

B. Primary data:

Collection of primary data was conducted by visiting the people personally for the

preparation of the report.

2. RESEARCH APPROACH

It means the way by which the information was collected. Visiting the variousplaces

of Ghaziabad, getting the questionnaire filled by different individuals.

Beside this, frequent visit to the showrooms of the company was of great help to

conduct the analysis and research work.

SAMPLE SIZE

The sample size of 100 was taken for the Research Study.

AREA OF SURVEY: Ghaziabad

3. CONTACT METHODS

Instrument or Data collected Forms: It is the method by which data is gathered. It

could be done through various instruments like questionnaires, observations, getting

information from the staff members of the agency, contacting to the motor mechanics
was sufficient enough to conduct the study.

4. COLLECTION OF INFORMATION

The primary information was collected by face- to- face and direct interviews withthe

peoples and the customers. They provide the relevant information regarding the profile of

the company as compared to the other company in the Indian market. Most employees

suggested visiting company’s web site, as it was not possible for them to spare time from

their busy schedules.

The secondary sources of information were various web sites of the companies,

newspapers & magazines such as The times of India, The Hindustan Times, Business

world, Auto India, etc.

5. ANALYZING THE INFORMATION

The data collected was carefully analyzed. The research and analysis of the

information has been done on the basis of various sales and marketing strategies

adopted by the company during its tenure.

6. CONCLUSIONS AND RECOMMENDATIONS

This is the most vital part of the work undertaken. After collection and analysis
of data, it was recorded in the form as prescribed. The major part of the report is the

findings. The finding

also includes charts, tables and diagrams etc. The report also mentioned the limitations

of the project undertaken. Then conclusion has been drawn out of thefindings and

various recommendations have been given at the end of the report.

Certain tables on the basis of which the findings were made have been included in theappendices

section followed by the bibliography.

 Chapter – 7

DATA

ANALYSIS AND

INTERPRETATION
 DATA ANALYSIS AND INTERPRETATION

FACTS & FIGURES

PARTICULER AREAS OF RESPONDENTS

All the respondents were from different areas. The samples were taken from the

mentioned areas for the survey. It was observed that the people of main town like to use

Hero Motor Corp. as they like all features of it. And is according to there pocket

Areas % Of
Respondents
Turab Nagar 42

Navyug Market 26

Rakesh Marg 14

Gandhi Nagar 12

Other 06
Fig 1: No of Respondents in Particular Area

BIKES MOSTLY USED

It was observed that most of the people like to use different models of Hero Motor

Corp. as they like all features of it and is easily affordable.

Bikes % Rating by
Respondents
Splendor 25

Ambition 08

Passion 17

CD Dawn 10

Others 40
Fig 2: Bikes Mostly Used

AGE OF THE RESPONDENTS

It is observed that the bikes of Hero Motor Corp. are designed after considering

people of different age groups. There are different models for people having different age.

For youngsters who want speed & style buy Karizma , CBZ or Hunk. People of age above

30yrs want style, comfort & average, so they prefer Ambition, Passion,

Splendor etc.

Age of the Respondents % Ratin

g
15- 25 yrs 38

25- 35 yrs 33

35- 45 yrs 19

45 & above 10
Fig 3: Age of Respondents

INCOME OF RESPONDENTS

The income distribution of the families of respondents shows that the bike,which

was considered earlier to be out of range for middle class families is now becoming

very fast an article for them.

Income (Rs.) % Of
Respondents
5,000- 10,000 10

10,000- 15,000 46

15,000- 20,000 36

Above 20,000 08
Fig 4: Income of the Respondents

BIKES PREVIOUSLY USED

More than 60% were using Hero Motor Corp. CD100 bikes. They were followedby

Yamaha RX100 & very little have chosen other bikes.

Previously Used % Of

Respondents CD100 62

Yamaha RX100 32

Others 06
Fig 5: Bikes previously used By Respondents

MONTH PREFERED FOR PURCHASING A BIKE

Almost every person prefer particular month for purchasing a bike, some prefer

festive season in month of October and November and some prefer March, after budget.

Month % Of Respondents

Festive season 52

After Budget 48
Fig 6: Months preferred By Respondents

CAPACITY MOSTLY PREFERED

It is observed that the bikes of Hero Motor Corp. are designed after considering

people of different needs. For youngsters who want speed & style prefer 150cc- 200cc or

above 200cc bike such as Karizma , CBZ or Hunk. People want style, comfort & average

prefer Ambition, Passion, Splendor and those who believe in solid design, comfort &

average prefer CD Dawn, CD 100 etc.

Capacity % Of
Respondents

100cc 52

100- 150cc 32

150- 200cc 10

Above 200 06
Fig 7: Capacity mostly preferred by Respondents

MODE OF PAYMENT

Almost 80% of the respondents say that they have purchased the bike by cash.

Only 20% of the respondents say that they have purchased their bike through bankloans.

Payment Mode % Of

Respondents Cash 80

Loan 20
Fig 8: Mode Of Payment

RATING OF BIKES

42% of the respondents have rated as the best bike they have used, but it is

facing a stiff competition from Pulsar & Fierro.

Bikes % Rating by
Respondents
Splendor 38

Passion 08

Ambition 06

Pulsar 28

Discover 14

Others 06
Fig 9: Rating Of Bikes by the Respondents

FACTORS PROMPT TO BUY HERO MOTOR CORP.

It should be stated that the performance is the most important factor followed by

look. The possible combination and corresponding number of respondents are shown in

the table below.

Features % Of
Respondents
Performance
36

Look 22

Availability 10

Price 02

Maintenance 08

Brand image 10

After Sales Service 12

Fig 10: Factors Prompt to buy Hero Motor Corp.

HOW DID THE RESPONDENT COME TO KNOW ABOUT THE BIKE?

The best media of advertisement (according to which the respondents came to

know about the bike) is the ads on television. Friends & magazine are the other sources.

Only 2 % of them came to know through hoardings.

Medium of Advertisement % of
Respondents
Television 46

Magazines 36

Friends 14

Hoardings 02

Others 02
Fig 11: Media created awareness among Respondents

DECISION INFLUENCED BY

Maximum no. of Respondents has decided to purchase bike ontheir

own. After that their friends and parents influenced them.

Influencer % Of
Respondents
Self 54
Parents 18
Friends 16
Relatives 08
Others 04
Fig 12: Decision Influenced by

REMARK TO YOUR BIKE

All respondent had given different remark to their bikes. Some say they are satisfied

with the performance and rating it as ‘Excellent’, ‘Good’, ‘Satisfied’, few respondent are

dissatisfied with the performance of their bike.

Remark % Of
Respondents
Excellent 72

Good 23

Satisfied 04

Dissatisfied 01

Fig. 13: Remark given by the

Respondents
Chapter – 8

FINDINGS
 FINDINGS

➢ Hero Motor Corp. Motors is facing cutthroat competition; hence the company’s manager

has to be fast and smart so as to understand the customer needs. They have to come up

with various new techniques or schemes to be able to cater to different categories of people.

➢ Customers are becoming more wise day by day and they are now willing to knowall the

in and out of the things happening around them. This has led to increased customer

awareness.

➢ We can analyze that if the brand is reputed that doesn’t win the customers delight unless

it’s provided same value- added features or else we can say competitive advantage.

➢ For gaining a competitive advantage it has to continuously compare the product and

services with the competitors and find the weak area of the rivals for gaining competitive

advantage.

➢ Surveys revealed that awareness of Hero Motor Corp. Motors is low among its target

segment for creativity awareness. The company has to take some keen step for promotional

activity.

➢ The company should regularly send the sales person who have good communication

skill to the customers so that they should be aware about the product and services in market

and know the quality of the services offered by \the company.

Chapter – 9

LIMITATIONS
 LIMITATIONS OF THE STUDY

As said a basic research was conducted at the company to enable the company to

assess how far the customers are satisfied with product and services of Hero Motor Corp..

During the course of the study the following limitations were observed:

➢ The method will be unsuitable if the number of persons to be surveyed is very less

as it will be difficult to draw logical conclusions regarding the satisfaction level of

customers.

➢ Interpretation of data may vary from individual depending on the individual

understanding the product features and services of the company.

➢ The method lacks flexibility. In case of inadequate or incomplete information the

result may deviate.

➢ It is very difficult to check the accuracy of the information provided.

➢ Since all the products and services are not widely used by all the customers it is

difficult to draw realistic conclusions based on the survey.

 Chapter – 10

CONCLUSION
 CONCLUSION

HERO MOTOR CORP. LTD COMPANY is the biggest Automobile Industry of India. It has a

great goodwill in the Automobile Market. There are many big Automobile companies are in

the Indian Automobile Market and HERO MOTOR CORP. is No.1 in the Indian Automobile

Market.

Hero Motor Corp. Automobile Company provide its customers the facility to finance

their vehicles. Company tie- up with banks and financial institutions which provide bike loan

to the customers of Hero Motor Corp. at low interest rate and easy documentation process.

Hero Motor Corp. Company see a lots of scope in financing the automobile field. By

providing this facility to their customers Hero Motor Corp. Company is attracting many

customers. From providing this financial facility at every dealer point. By using this facility

the customers who are not able to purchase Hero Motor Corp. Vehicles directly through

cash payment, they can purchase bike through the two wheeler loans schemes of banks.
 Hero Motor Corp. Company is interested in the field of Auto financing because

there are a lots of chance to increase their profit by selling more vehicles and also to

increase their market share in the Automobile Market.

People took interest in buying vehicles through financing. Hero Motor Corp.

company is providing easy bike loan facility to their customers through making more tie- up

with banks in different area. It was a great experience to communicate with different people. I
 Chapter – 11

RECOMMENDATIO
NS
 RECOMMENDATION

While Hero Motor Corp. has strong foothold in the industry, the companyshould

look into the areas of weakness.

In this connection, It is suggested that the company can look into the following areas:

➢ In order to expand its business it should introduce innovative schemes foryoung

generations, better financial schemes, etc.

➢ The company should expand its service centers.

➢ The must move towards the rural areas to expand its sale
 Chapter - 12

BIBILIOGRAPHY
 BIBLIOGRAPHY

BOOKS

➢ Beri, GC; Marketing research; New Delhi; Tata Mc GrawHill; 1993

➢ Majumdar; Marketing research; New Delhi; New Age International; 1996

➢ Kotler Philip; Marketing Management; Asia; Pearson Education Asia; 1992

➢ Kothari, CR; Research Methodology; New Delhi; New Age International; 1998

➢ Saundus; Research Method For Business Students; Singapore; Pearson

Education

Asia; 2000
MAGAZINES, JOURNALS AND NEWSPAPERS

➢ Journals published by Hero Motor Corp., Annual Report

➢ Auto India, Business World

INTERNET

➢ www.herohonda.com
➢ www.google.com