Raghu Sip Project

CHAPTER-I
INDUSTRY OVERVIEW
A STUDY ON ANALYSIS OF CUSTOMER SATISFACTION TOWARDS AFTER SALES SERVICES WITH
REFEREENCE TVS LATHANANDMOTORS
HISTORY OF AUTOMOBILE INDUSTRY IN INDIA
According to a study conducted by global consulting firm Frost and Sullivan, the two-
wheeler industry will be the fastest-growing segment of the Indian automobile industry.
The study said that of all personal transportation vehicles, the motorcycle segment will
grow the fastest, followed by passenger cars. Automotive sales in the country will get a
boost from cuts in the excise duty, new model launches, higher disposable incomes and
a changing consumer mindset. The Indian automotive market is now a buyer’s market
and the general economic slowdown makes it imperative for industry participants to
stay ahead of demand trends, said the firm.
Two wheelers 78.63%

Passenger vehicles 10.44%
Commercial
vehicles 4.03%
Three wheelers 3.90%
Two-wheelers: Market Size & Growth

In terms of volume, 4,613,436 units of two-wheelers were sold in the country in
9MFY2005 with 256,765 units exported. The total two-wheeler sales of the Indian
industry accounted for around 77.5% of the total vehicles sold in the period mentioned.
KARNATAK UNIVERSITY POST-GRADUATE

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Performance and convenience - the Innovation drivers
The RTR Promise the story of the TVS Apache RTR goes a long way down the Racing
heritage of TVS Motor Company. With expertise in racing for over 15 years, the
company launched the TVS Apache RTR (Racing Throttle Response) in 2007. The bike
is a good example of racing heritage brought to mainstream. Like all Motocross bikes,
the TVS Apache RTR sports a short stroke engine, over-square, with a bore stroke ratio
of 5:4 - termed Racing Throttle Response - providing instant acceleration and a ride that
needs to be experienced. The Ergonomics is track inspired; the riding position is unique
in its class, adding to all this is the aerodynamism of the vehicle. The rest of the features
- digital speedometers, roto petal disc brakes are completely from the track. In its earlier
avatar, TVS Apache 150 was the bike of the year - 2006 and has the unique distinction
of winning 6 awards in a year.
Ø "Bike of the Year" CNBC-TV18 Auto car Auto Awards 2006
Ø "Bike of the Year" OVERDRIVE Awards 2006
Ø "Bike of the Year" Business Standard Motoring Awards 2006
Ø "Indigenous design of the year" OVERDRIVE Awards 2006
Ø "Design of the Year 2006 - Two Wheelers" BBC Top Gear Design Awards 200
Styling
Style and technology made affordable Today’s needs are very unique. While people
want their bikes to be in line with the gadgets they use, they are also keen to get value
for money. Add to this the task of bringing out cleaner, fuel-efficient bikes, and the
challenge becomes even tougher. The Research and Development team at TVS Motor
Company has worked efficiently in every aspect to provide better bikes - better looks,
better fuel efficiency and better performance. Ask anyone who has ridden the RTR and
they will simply compare the bike to a 250 cc. Delivering 15 bhp from a 160-cc engine,
the bike is certainly tweaked for performance. The pickup is terrific and one needs to
feel the rev of the RTR engine to get into its spirit. Fuel economy, lower emission,
lesser weight - The value Drivers: All technology features aimed at by all value around
TVS have these as the primary goals. While the performance aspect is taken to its

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optimum, the engineers at TVS try to work towards building bikes that are easy to ride,
at the same time are easy on the environment. Inspiration from aero planes - the magic
of CCVTI the CCVTI technology helps deliver higher power, at the same time
maintaining fuel Economy. The CCVTI technology features total 3 ports, out of which 2
different intake ports called Swirl port & Power port and 1 Exhaust port. Swirl port
creates swirl motion of air-fuel mixture in the combustion chamber. This Swirl motion
helps in efficient combustion of lean air fuel mixture thus giving highest fuel economy
in its class. Power Port gives high flow rate, which is a greater air-fuel mixture, which
helps in delivering high power.
Eco dynamism - Green Bikes:
At TVS every product is built as a green initiative. By being responsible today, we

believe we are enabling a better tomorrow. Building fuel economical vehicles to
positively impact our ecosystem is at the heart of our Eco dynamism. All technology
features are aimed at providing value to a customer -be it matching the features -
expectation or price point. While the performance aspect is taken to its optimum, the
engineers at TVS try to work towards building bikes that are easy to ride, economical to
maintain and at the same time are easy on the environment.
Electric Scotty:
Did you know that by 2020 the scrap generated from end-of-life vehicles in India will
be about 2.5 million tones? And, as much as 40 per cent of this will come from two
wheelers. Sad fact is that India does not have any infrastructure to handle scrap and also
the number of vehicles available for scrapping now is not significant to justify a huge
investment on infrastructure now. While scrapping of old vehicles is looming large as a
national environmental issue, TVS can proudly assert that 85% of all TVS vehicles are
completely recyclable.

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Manufacturing Excellence:
Launch of 7 vehicles on the same day - Manufacturing Excellence makes this feasible:
At the heart of the new product launches is the Production Team, setting to motion the
dream put forward by the Research and Development.
Driven by the Five Pillars of TQM:
The management philosophy is based on five pillars of TQM (Total Quality

Management) which rests on the foundation of Total Employee Involvement, daily
management and Kaizen (Continuous improvement). The Total Employee Involvement:
The Total Employee Involvement program ensures that responsibility for the company's
performance is the shared responsibility of all levels of employees. It provides all
employees with the opportunity to be involved in breakthrough activities and other
improvements, over and above their daily routine.
Daily work management:
Daily work management consists of defining and monitoring key processes, ensuring
that they meet set targets, detecting abnormalities and preventing their recurrence. TVS
Motor encourages continuous improvement in all aspects of work, using Cross
Functional Teams (CFT), Supervisory Improvement Teams (SIT) Quality Control
Circles (QCC) and suggestion schemes the five pillars start with policy management,
which is used to arrive at the annual breakthrough objectives. There are generally not
more than three company objectives, arrived at after a detailed exercise, which are
deployed and reviewed periodically.

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The TVS group is one of India`s largest industrial conglomerates. TV Sundaram

Iyengar and sons limited, established in 1911, are the parent and holding company of
the TVS group.

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THE COMPOSITION OF THE BOARD IS AS UNDER:
Mr. venu
Srinivasan prof. Ralf dieter speth Mr. sudarshan venu

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Mr. K N Radhakrishnan Mr. C R Dua Mr. R Gopalan
Ms. Lalita D gupthe Mr. T Kannan

Mr. kuku meng Xiong
Mr. H K Singh
Ms. Lakshmi venu Mr. sriram
TVS motors company [commonly known as TVS] is an Indian multinational

motorcycle manufacture headquartered in Chennai, TAMILNADU, INDIA, it is the
third largest motorcycle company in INDIA with a revenue of over us$2.5 billion in
2018 -2019 the company has on annual sales of three million units and an annual
capacity of over four million vehicles TVS motor company is also the second largest
two- wheeler exporter in INDIA with exports to over 60 countries
TV Sundaram Iyengar &sons ltd. established in 1911 is the parent &holding co. of
the largest automobile distribution co. in India, TVS &sons has an annual turnover

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exceeding US$450million [over Rs 16000 million] with a work force of over M5000,
TV Sundaram Iyengar & sons ltd operates through the following divisions
 TVS
 Sundaram motors
 Madras auto service
TVS & Suzuki
 The first indo Jap 100cc bike -1984

 Tried to establish power as a key choice factor
 Later opted for reliability – symbolized by the no-problem samuri
 A partnership that lasted 17 years
 TVS backed a vision that developed capability
 Demonstrated in xl super & TVS Scotty
Nature of business carried
TVS group originated as a transport company in 1911. TV Sundaram Iyengar

and sons limited is the parent and holding company of the TVS group. TV Sundaram
Iyengar & sons ltd has the following three divisions.
TVS and Sons
TVS and Sons is the largest automobile distribution company in India. It

distributes heavy duty commercial vehicles, jeeps and cars, TVS and Sons represent
premier automotive companies like Ashok Leyland, Mahindra and Mahindra ltd, and
Honda, the company is also one of the leading logistic solution provides and has set up
state-of- the- art warehouse all over the country, TV and sons have also diversified into
distributing a range of garage products.

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Sundaram motors
Sundaram motors distributes heavy commercial vehicles cars, and auto spare
parts for several leading manufacture. the company is also the dealer for Ashok
Leyland, Honda, ford,
Madras Auto Service
Madras auto service distributes automotive spare parts for all the leading manufactures.
Other major companies of TVS Group are as follows:
TVS – Motor Company limited
TVS Motor Company limited is one of the largest two – wheeler manufactures in India;
it manufactures motorcycle, mopeds, and scooters
TVS electronics limited
TVS electronics was incorporated in 1986 is collaboration with citizen watch co. of
Japan. The companies manufacture a complete range of computer peripherals.
Brakes India Limited
Brakes India is a joint venture between TV Sundaram Iyengar and sons Ltd and
Lucas industries Plc., UK. The company manufactures braking equipment for
automotive and non-automotive applications.
Lucas – TVS Limited
Lucas -TVS a joint venture between Luca’s verities Group. UK and TVS Group,
is a Leading Manufacturer of auto electrical products and diesel fuel injection
equipment in India.

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Sundaram brake LINIGS limited
Is the leading manufacturer of brake LINIGS in India
A VECHILE FOR EVERY ONE
TVS Motor manufactures the largest range of two-wheelers, starting from

mopeds, to scooters, commuter motorcycles, to racing inspired bikes like the TVS
Apache series and the TVS Apache RR310. Whatever your requirement is, we have one
for everyone.
APACHE THE SAVIOR
TVS launched Apache RTR 160 cc model in September 2008, with its ultra-
modern technology for Indian bikes has proved to be a big success. The success of TVS
Apache is especially significant because it was developed with indigenous racing
technology.
TWO STROKE MAX RANGE – ON THE WAY OUT
The company is currently looking forward to phase out its two stroke Max
range, which is perceived to be less fuel efficient with a new four stroke range. The
changeover is expected to take place by the end of June 2009.
TWO NEW LAUNCHES COULD OUT TVS ON A HIGH
GROWTH TRAJECTORY
TVS Centra a new 100 cc model has recently been launched and the company
has set ambitions targets of achieving monthly sales in the range of 15000-20000 bikes
per month. Also, a new upgraded 125 cc TVS Victor has been launched which will
improve the trajectory of the company.
Three-wheeler project- entering a new market
TVS Motor has set the stage for entry into the three-wheeler markets with the
setting up of a new plant at Nanjangud, near Mysore in Karnataka. We understand that
the company would be targeting the sub-one-ton passenger and goods carriers’ segment

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of the market. With an investment of about Rs 50 crores in phase-1, it will cater to both
passenger and cargo segments. The total investments for the three-wheeler and four-
wheeler Quadricycles project are expected to be in the range of Rs 500 crores in the
next two-three years.
It plans to go with petrol version of three wheelers and expects higher demand
to come from B class towns. The company expects higher margin and low competition
in three-wheeler business as compared to its two-wheeler business. Three-wheeler sales
have grown at a CAGR of 7% over the last 9 years to 2.26 Lakh units FY 03, and are
expected to grow at the same rate for the next five years. TVS is expected to roll out its
first three-wheeler by the end of FY05 to garner a 30% market share with around
100,000-unit sales by the end of FY08.
THREE-WHEELER MARKET SCENARIO
These are two main segments in the Indian passenger three –wheeler markets are:
1. Number of seats, including driver, not exceeding 4 and maximum mass not exceeding
1 tone.
2. Number of seats, including driver, excluding 4 but not exceeding 7, max mass not
exceeding 1.5 tones.
The three-wheeler goods carrier segments are:
1. Maximum mass not exceeding 1 tone.
2. Others.
Around 95% of the three-wheeler sold in India belongs to the smaller vehicles
category in which Bajaj Auto is the major player and has around 90% market share. The
other players in the segment are Atul Auto and Piaggio group, Italy. Similarly, in the
three-wheeler segment, domestic sales of the goods carrying variety grew a whopping
46.95%.
Merger of engine components Division of Lakshmi
Auto components with TVS Motor:

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TVS motor would merge engine component division of Lakshmi Auto

Component Ltd. (LAC) and investments and other assets with itself and the dwap ratio
has been fixed at once phase of TVS motor for every seven-share held as consideration
for the merger.
Presently TVS motor holds 66.5% of equity capital of LAC, which would be
cancelled. Around 66% of LAC’s sales come from the engine components division,
mode of which is currently being sold to TVS motor. LAC’s total net sales in HI FY 04
were Rs. 69 crores and made a net profit of Rs. 10.5 crores. The Plastics and Rubber
components division of LAC will be transferred to the wholly owned subsidiary
company, Sundaram Auto Components Ltd. The total consideration on slump – sale
based is Rs. 12.25 crores.
Strong focus on R&D
The company has put in place a strong R & D team consisting 400 engineers &
is spending about 3% of its turnover on R & D every year and has in the process setup a
strong world class facility for product design and development. During 2002-03, the
company applied for 16 patents & published five technical research papers in
international conference. Modified research projects are carried in association with
leading international research labs and Indian institutes. R & D as percentage of sales in
expected to increase from 1.5% in FY o2 to 3.2% in FY 04.
TVS MOTOR COMPANY
TVS Motor Company Limited, part of the TVS Group, is one of India's leading
two-wheeler manufacturers. With a turnover of over Rs.2700 cores, the Company
manufactures a wide range of motorcycles, scooters, mopeds and Scooter Ette. Little
wonder, it boasts of more than 7 million happy customers the chapter called two
wheelers in India begins the year was 1980. And it is a year to remember for the Indian
two-wheeler industry. For it was this year that saw India's first two-seater \moped, TVS
50, rolling out on the Indian roads. For some it was freedom to move. For some, shorter
distances to span. for the Indian Automobile sector, a Breakthrough to be etched in
history. With the joint venture with Suzuki Motor Corporation in 1983, TVS Suzuki
became the first Indian company to introduce 100 cc IndoJapanese motorcycles in

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September 1984. Through an amicable agreement the two companies parted ways in
September 2001.
Unmatched Performance
Today TVS Motor Company has the largest market share in the moped category
with a whopping 65.3% and is also the undisputed leader in the Scooter Ette segment
with 34.3% share. It also holds 18.3% market share in motorcycles.
GRAPH Wide Network
With a strong sales and service network of 500 Authorized Dealerships, 1018
Authorized Service Centers and over 864 Certified Service Points, TVS is growing from
strength to strength. World Class Facilities the Company manufactures its motorcycles,
Scooter Ette and mopeds at its state-of-the-art factories in Mysore and Hosur.
Product Range
TVS offers a wide range of two-wheelers
- Motorcycles - TVS Centro / TVS Victor / TVS Ferro F2/ TVS Max
100/ TVS Max 100 R
- Scooter Ette - TVS Scotty Pep/ TVS Scotty 2S
- Mopeds - TVS XL Super/ TVS XL Super HD
TVS Motor - Driven by the customer
TVS Motor will be responsive to customer requirements consonant with its core
competence and profitability. TVS Motor will provide total customer satisfaction by
giving the customer the right product, at the right price, at the right time.
TVS Motor - The Industry Leader

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TVS Motor will be one among the top two two-wheeler manufacturers in India and one
among the top five two-wheeler manufacturers in Asia.
TVS Motor - Global overview
TVS Motor will have profitable operations overseas especially in Asian markets,
capitalizing on the expertise developed in the areas of manufacturing, technology and
marketing. The thrust will be to achieve a significant share for international business in
the total turnover.
TVS Motor - At the cutting edge
TVS Motor will hone and sustain its cutting edge of technology by constant
benchmarking against international leaders.
TVS Motor - Committed to Total Quality

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TVS Motor is committed to achieving a self-reviewing organization in

perpetuity by adopting TQM as a way of life. TVS Motor believes in the importance of
the process. People and projects will be evaluated both by their end results and the
process adopted.
TVS Motor - The Human Factor
TVS Motor believes that people make an organization and that its wellbeing is
dependent on the commitment and growth of its people. There will be a sustained effort
through systematic training and planning career growth to develop employees' talents
and enhance job satisfaction.
TVS Motor will create an enabling ambience where the maximum self-
actualization of every employee is achieved. TVS Motor will support and encourage the
process of self-renewal in all its employees and nurture their sense of self-worth.
TVS Motor - Responsible Corporate Citizen
TVS Motor firmly believes in the integration of Safety, Health and

Environmental aspects with all business activities and ensures protection of employees
and environment including development of surrounding communities. TVS Motor
strives for long-term relationships of mutual trust and inters- dependence with its
customers, employees, dealers and suppliers.
TECHNOLOGY
TVS Motor Company's R&D division has an imposing pool of talent and one of the
most contemporary labs, capable of developing innovative designs. Committed to
achieving total customer satisfaction through Total Quality Control (TQC), the
Company continuously strives to give the customer, the best value for money.
ECO-FRIENDLY
TVS is committed to protecting the environment. The company's manufacturing

facilities at Mysore & Hosur have state-of-the-art facilities & air pollution control
measures. Even the suppliers are encouraged to ensure that their products meet eco-
friendly norms.

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ALWAYS FIRST
 Launched TVS 50, India's first 2-seater, 50cc moped in Aug 1980.
 First Indian Company to introduce 100cc Indo-Japanese motorcycles In Sept
1984.
 Launched India's first indigenous Scooter Ette, TVS Scotty in June1994.
 Introduced India's first catalytic converter enabled motorcycle, the 110cc
Shogun in Dec 1996.
 Launched India's first 5-speed motorcycle, the Shoaling in Oct 1997.
 Launched India's first high performance moped - the XL Super, with a 70 cc
engine in Nov 1997.
 Launched Victor in August 2001, a world-class 4-stroke 110 cc Motorcycle.
World-class 4-stroke 100 cc motorcycle with VT-i Engines for best in-class
mileage.
A bike for anyone
TVS Motor currently manufactures a wide range of two-wheelers from mopeds

to racing inspired motorcycles. Motorcycles (Apache RTR 180, Flame DS 125, Flame,
TVS Jive, Star City, Sports) Aromatic Scooters (TVS We go, Scotty Streak, Scotty
Pep+, Scotty Teens) Mopeds (TVS XL Super, TVS XL Heavy Duty)
Manufacturing Locations
The company has 4 plants - located at Hosur and Mysore in South India, in
Himachal Pradesh, North India and one at Indonesia. The company has a production
capacity of 2.5 million Units a year.
Innovation at the Helm

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TVS Motor’s strength lies in its extensive research and development, resulting
in products that are industry leading in terms of innovation. We at TVSM deliver total
customer satisfaction by anticipating customer need and presenting quality vehicles at
the right time and at the right price.
Recent

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TVS Apache RR 310 is their latest 310 cc motorcycle
TVS Scotty Streak – one of the discontinued scooters of Scotty series
TVS also competes in the 3 Wheeler segment
Recent launches include the flagship model TVS Apache RR 310, the TVS
Apache RTR 200, TVS Victor and TVS XL 100. TVS has recently won 4 top awards at
J.D. Power Asia Pacific Awards 2016, 3 top awards at J.D. Power Asia Pacific Awards
2015 and Two-Wheeler Manufacturer of the Year at NDTV Car & Bike Awards (2014–
15).
In early 2015, TVS Racing became the first Indian factory team to take part in
the Dakar Rally, the world's longest and most dangerous rally. TVS Racing partnered
with French motorcycle manufacturer Sherco, and named the team Sherco TVS Rally
Factory Team. TVS Racing also won the Raid de Himalaya and the FOX Hill Super

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Cross held at Sri Lanka. In three decades of its racing history, TVS Racing has won
over 90% of the races it participates in.
In 2016, TVS started manufacturing the BMW G310R, a model co-developed
with BMW Motorrad after their strategic partnership in April 2013. In December 2018,
the Hosur plant where the motorcycle is manufactured rolled out its 50,000th G310R
series units
On 6 December 2017, TVS launched their most-awaited motorcycle, the Apache
RR 310 in an event at Chennai. The 310 cc motorcycle with an engine which was co-
developed with BMW features the first ever full fairing on a TVS bike, dual-channel
ABS, EFI, KYB suspension kits, etc. It is expected to rival bikes like KTM RC 390,
Kawasaki Ninja 250SL, Bajaj Pulsar and Dominar and Honda CBR 250R after hitting
the market. The Apache RR 310 is designed and realized entirely in India.
On 17 April 2020, it has been reported that TVS Motor Company

acquired Norton Motorcycle Company in an all cash deal. In the short term, they will
continue the production of motorcycles at Donington Park using the same staff.
It was the first Indian company to deploy a catalytic converter in a 100 cc motorcycle
and the first to indigenously produce a four stroke motorcycle. The list of first from the
firm includes:
 India's first 2-seater moped – TVS 50
 India's first Digital Ignition – TVS Champ
 India's first fully indigenous motorcycle – TVS Victor
 India's first company to launch ABS in a motorcycle - Apache RTR Series

 Indonesia's first dual-tone exhaust noise technology – TVS Tormax
 India's first connected scooter which claims to be India's first Bluetooth

Connected Scooter with features like Call Assistance, Navigation and Engine
Kill switch - TVS NTORQ

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 India's First 125cc bike with 3 Valve Engine, Inverted TFT display with Gear
Shift Indicator, Underneath Storage - TVS Raider 125.
We are committed to:

 Set and continually improve the performance standards in all aspects of EHS
including compliance with legal and other requirements.
 Prevent pollution due to emission, effluents and wastes and contribute to
conservation of resources.
 Contribute in combating climate change by improving energy efficiency and use
of renewable energy
 Continue to connect with nature and ensure the protection of natural habitats.
 Provide safe work environment, prevent injury and ill health at the work place.
 Involve employees in driving the improvement of environment, occupational
health and safety.
 Provide education, training and counseling to employees. Support suppliers,
dealers and contractors in adopting sound EHS practices.
CURRENT MODELS
1. TVS NTORQ
2. TVS SCOOTY
3. TVS JUPITER
4. TVS WEGO
5. APACHE RTR SERIES
6. TVS RR310
7. TVS RADEON
8. TVS SPORT
9. TVS STAR CITY PLUS
10. TVS HL 100
11. TVS IQUBE
12. TVS RAIDER 125
AWARDS
1. Most Appealing Executive Scooter

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a. TVS Jupiter is awarded the Most Appealing Executive Scooter by J.D.

Power Asia Pacific Awards for 2018
2. Most Appealing Economy Motorcycle

a. TVS Star City + is awarded the Most Appealing Economy Motorcycle
by J.D. Power Asia Pacific Awards for 2018
3. Highest Ranked Economy Motorcycle in Initial Quality
4. TVS Star City + is awarded the highest ranked Economy Motorcycle by J.D. Power
Asia Pacific Awards for 2018
5. Most Appealing Premium Motorcycle TVS Apache RTR180 is the Most Appealing
Premium Motorcycle as awarded by J.D. Power Asia Pacific Awards for 2018.
6. Most Trusted Brand TVS is India's Most Trusted Brand in the Two-Wheeler
Category
7. Two-Wheeler Manufacturer of The Year
8. TVS Motor Company was named the Two-Wheeler Manufacturer of the Year by
NDTV Car and Bike Awards 2015
9. Most Appealing Executive Scooter TVS Scotty Zest 110 is awarded the Most
Appealing Executive Scooter by J.D. Power Asia Pacific Awards for 2016.
10. TVS Motor has been awarded Highest in Customer Satisfaction by J.D. Power Asia
Pacific Awards for 2018
11. Indian Motorcycle of the Year - 2017
12. Bike Awards - 2019
13. Two-wheeler manufacturer of the year
14. Bike of the Year 2021
15. TVS Raider is awarded “Bike of the year” at coveted 2021 Jagran Hi-Tech awards
16. Indian Motorcycle of The Year 2022 - TVS Raider
17. Motorcycle of the year - TVS Raider 125
18. Commuter of the year - TVS Raider 125
Future growth and prospectus
1. Develop products for Indian &international market

2. Develop advanced technology &multi project management capability
3. Build TVS brand in India &other countries, especially in Asia

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4. Use information technology as an enabler for business growth

5. Train leaders for key position for supporting business growth
AT TVS
‘T’ stands for TRUST
‘V’ stands for VALUE
‘S’ stands for SERVICE
SWOT analysis

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STRENGTHS WEAKNESS
OPPORTUNITIES THREATS
STRENGTHS
 Market leader in mopeds

 Third two – wheeler co. in India with market share of 21%
 Production capacity of 1.2 million vehicles within an area of 40 acres
 Exports to 32 countries
 Turnover of Rs.2600 crores[expected]
 Manufactures entire range of two- wheeler mopeds, motorcycle &scooters
 Strong manpower of 5500
 Research & development
 Best performer of automobiles
 Creation of good brand image
 Product quality
 Better customer service
WEAKNESS
 Failure of TVS some products due to improper market launch

 Market penetration is less in north India
OPPORTUNITIES

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 Can become market leader in motorcycle & scooters

 Increase the product line & width
 Venture into three- wheeler & four-wheeler
 More expansion into international markets
 The company has extensive sales & distribution networks in India
Threats
 Heavy competition from Honda, Bajaj & Yamaha

 Increasing competition
 People’s preference towards 4 wheelers
 The cost of marketing, advertising, & after sales service is increasing

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CHAPTER: II
ORGANISATION PROFILE

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LATHANAND MOTORS PROFILE
Name of the organization - LATHANAND MOTORS

ADDRESS -Near old Dc office GADAG
OWNER NAME - RAHUL MADALBAVI
TYPE OF COMPANY - Private Ltd Company
YEAR OF ESTABLISHMENT - 2010
AREA COVERED - GADAG District
NO OF EMPLOYEES -20
DEALING IN - Authorized Dealers of TVS two-Wheeler
This company was established on 2010 with capital of 30 Lakh by the proprietor Rahul
Madalbavi as on authorized dealer of TVS showroom in GADAG. having record of
selling vehicles in very short period of time. This shows important role of dealer in
selling bikes. The Lathanad motors sells his bikes surrounded cities like Ron,
Laxmeshwar, Shira Hatti, Gajendra gad, Mundaragi, etc.

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The Lathanad Motors as own customers Identity because the Lathanad

motors is an old show room in GADAG city it was well known organization in
GADAG city customers will happy for availability spare parts, coordination of
employees in an organization.
VISION
To reach the sales target in the current period and make customers satisfied and happy
with values adding in sales and service
GOAL
To be number one organization in GADAG city and number one in the sales and
provide good sales and service in GADAG city
SALES DEPARTMENT
In this department all the matters regarding sales and purchases are handled. Here sales
executive meets the customer &brief them with all the details required information.
Here sales executive gives quotation, brief description about the required bike model.

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Monthly sales of the bikes: 50-70 vehicles
SERVICE & REPAIR DEPARTMENT
In this department all the matters regarding service & repair are taken care. This
department is well structured work supervisor address the problem & gives the
customer delivery time then he passes the work slip to head mechanic. Then head
mechanics distributes the work with the mechanic’s teams. And problem-solving
process is carried out.
SPARE PARTS DEPARTMENT
In this department spare parts required by mechanics are stored &issued on requirement
of the mechanics when necessary. In this department large stock of TVS spare part are
stored to avoid customer inconvenience.
ACCOUNT & BILLING DEPARTMENT
In this department the matters regarding all accounts are registered i.e., day to day
transaction &final report is produced at the end of the financial year to the manage

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ORGANIZATION STRUCTURE
Managingdirector
general manager
sales manager spare manager service manager Accountant
sales exicutive Assistance supervisor

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CHAPTER-III
INTRODUCTION TO PROJECT WORK

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Customer satisfaction:
Customer satisfaction is a term frequently used in marketing. is a measure of

how products and services by a company meet the customer expectation Customer
satisfaction is defined as “the number of customers, or percentage of total customers,
whose reported experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals.” In a survey of nearly 200 senior marketing managers, 71
percent responded that they found a customer satisfaction metric very useful in
managing their businesses.
It is seen as a key performance indicator within business and is often part of a

balanced scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy.
“Within organization, customer satisfaction ratings can have powerful effects.

They focus employees on importance of fulfilling customer’s expectations.
Furthermore, when these ratings dip, they warn of problems that can effect sales and
profitability. These metrics quantify an important dynamic. When a brand has loyal
customers, it gains positive word- of- mouth marketing, which is both free and highly
effective.”
Therefore, it is essential for business to effectively manage customer satisfaction. To be

able do this, firms need reliable and representative measures of satisfaction.
“In researching satisfaction, firms generally ask customers whether their product
or service has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction. When customers have high expectations and the reality falls short, they will
be disappointed and will likely rate their experience as less than satisfying. For this
reason, a luxury resort, for example, might receive a lower satisfaction rating than a
budget motel even though its facilities and services would be deemed superior in
‘absolute’ terms.”
Customer satisfaction is a measure of how well a company product and services

meet or exceed the customers’ expectations are customer needs, wants, product services
the customer happy customer satisfaction level can be measured using survey
techniques and questionnaires achieving a high level of customer

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CENTRE, GADAG
satisfaction is critical for a business because most satisfied customer are likely to be
loyal and place repeat orders as well as wide range of services offered by the company.
There are numerous factors that contribute to high level of customer satisfaction
including customer focused products and services that provide excellent value for
money.
Customer satisfaction refer to the emotional response that people feel after
making purchase from a company the more positive level of customer satisfaction the
more likely the purchase is to comeback and buy again and recommend that company to
others who are looking for what the seller has to offer. Marketers have discovered that
is generally more profitable to maintain existing customers than to replace them with
new customers retaining current customers required that they be satisfied with their
purchase and use of the product therefore customer satisfaction is a major concern of
marketers.
Satisfaction of buyer depends on the product or service performance in relation

to buyer expectations in general satisfaction is a person’s feelings of pleasure or
disappointment resulting from comparing products perceived performance in relation to
his or her exceptions if the performance falls short of expectations customer dissatisfied
if the performance matches the expectations the customer is satisfied if the performance
exceeds expectations the customer is highly satisfied or delighted.
Customer satisfactions in 5 steps
It’s a well-known fact that no business can exist without customers. In the
business of website design, it’s important to work closely with your customers to make
sure the site or system you create for them is as close their requirements as you can
manage. Because it’s critical that you from a close working relationship with your
client, customer service is of vital importance. What follows are a selection of tips that
will make your clients feel valued, wanted and loved.

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1.Encourage face to face dealings:
This is the most and downright scary part of interacting with a

customer. If you are not used to this sort of thing it can be pretty nerve – wracking
experience.
Rest assured, through it does get easier over time it’s important to meet your customers
face to face at least once or even twice during the course of project.
2.Respond to messages promptly & keep your clients informed
This goes without saying really. We all know how annoying it is to wait
message and you'll contact them about it as soon as possible. Even if days for a response
to an email or phone call. It might not always be practical to deal with all customers'
queries within the space of a few hours, but at least email or call them back and let them
know you've received their you're not able to solve a problem right away, let the
customer know you're working on it.
3.Be friendly and approachable:
It's very important to be friendly, courteous and to make your clients feel like
you're their friend and you're there to help them out. There will be times when you want
to beat your clients over the head repeatedly with a blunt object - it happens to all of us.
It's vital that you keep a clear head, respond to your clients' wishes as best you can, and
at all times remain polite and courteous
4. Have a clearly-defined customer service
POLICY: A clearly defined customer service policy is going to save a lot of time and
effort in the long run. If a customer has a problem, then what should be done and what
not. Should they contact different people for billing and technical enquiries? If they're
not satisfied with any aspect of your customer service, who should they tell?
There's nothing more annoying for a client than being passed from person to person, or
not knowing who to turn to. Making sure they know exactly what to do at each stage of

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CENTRE, GADAG
their enquiry should be of utmost importance. So, make sure your customer service
policy is present on your site -- and anywhere else it may be useful. In Suzuki all terms
& conditions are clearly mentioned so that no doubt in customer mind.
5. Attention to detail (also known as "the little niceties)”
Even if it's as small as sending a Happy Holidays email to all your customers,
it's something. It shows you care; it shows there are real people on the other end of that
screen or telephone; and most importantly, it makes the customer feel welcomed,
wanted and valued.
Lathanad MOTORS has kept details of all customers and makes them happy on specific
occasion.
 Cocotte, woodruff and Jenkins (1987) define customer satisfaction as

“conceptualized as a feeling developed from an evaluation of the experience.”
 Kotler (2003) that “customer satisfaction is a person’s feeling of pleasure or
disappointment resulting from comparing a product perceived performance in
relation to his or her expectation. “In short customer expectation in terms of
quality and service, in relation to price paid.”
Factors of customer Satisfaction
 Service quality
 Reliability of service
 Knowledge of the staff
 Being kept informed of progress
 The way service kept its promise
 Speed of enquiries
 Number of times had to contact the service
 The way the service handled any problem friendliness of staff

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CHAPTER-IV
RESEARCH METHODOLOGY

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Topic:
“ANALYSIS OF CUSTOMER SATISFACTION TOWARDS AFTER SALES

SERVICES AT LATHANAD SHOWROOM GADAG”
OBJECTIVES:
 To know the perception of customer towards after sales services

 To know the satisfaction level towards factors including after sales service
 To know the satisfaction level towards the service provided by service adviser.
Sources of Data collection:
PRIMARY DATA:
Primary data has been gathered by a survey through a structured questionnaire the data
has been collected from 100 customers. Through questionnaire by using non
probabilistic sampling in addition, interaction with the staff of Lathanad motors has also
given me some information about the service set up facilities
SECONDARY DATA:
Secondary data obtained from annual reports, brouchers, magazines, newspaper,

manuals, websites, Etc.
Research design: Descriptive design
Sample unit: customers of Lathanad motors
Sample size: 100
Sampling method: convenience sampling
Survey tool: Questionnaire
Tool used for analysis: MS excel

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CHAPTER-V
Analysis and Interpretation

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1. Did you receive any intimation or reminder on your vehicle service?
Recommendation No of respondents
Yes 95
No 5
yes no
5%
95%
ANALYSIS AND INTERPRETATION:
The above graph shows that out of 100 respondents the 95% of respondents receive
reminder from Lathanad motors and 5% respondents said they did not receive reminder
from Lathanad motors for service of vehicle thus, it can be interpreted that most of
respondents get reminder from Lathanad motors.

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2. How would you rate the ease of getting of an appointment for vehicle service?
Ratings No of respondents
Excellent 47
Good 40
Fair 4
Poor 7
Very poor 2
excellent good fair poor very poor

2%
4% 7%
47%
40%
Analysis and interpretation
The above graph depicts about ease of getting appointment for vehicle services shows
that out of 100 respondents the 47% excellent, 40% said good, 7% said poor, 4%said
fair, 2% said very poor. Thus, it can be interpreted that majority of customer are happy
about getting appointment for vehicle servicing in Lathanad motors.

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3. On arrival to showroom how friendly and helpful was the service staff?
Very helpful 66
Helpful 21
Average 7
unhelpful 6
average
unhelpful
Column3
Column2
helpful Column1
very helpful
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
ANALYSIS AND INTERPRETATION
The above graph shows about staff response on arrival at showroom shows that out of
100 respondents 64% said very helpful, 22%said helpful, 8%said average, and
6%unhelpful. Thus, it can be interpreted that majority of respondents are found to be
satisfied with friendly and helpful attitude of service staff of Lathanad motors.

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4. When you entered, what was the time taken before someone from the staff attended
you to know your service requirements?
Excellent<3min 46
Good-[3-5min] 28
Poor-[5-9min] 13
Fair>9min 13
Series 1 Series 2
46%
0.5
0.4 28%
0.3
0.2 13%
13%
0.1
0
Excellent<3m Series 2
in good-[3-
5min] fair-[5-9min] Series 1
poor>9min
ANALYSIS AND INTERPRETATION
The above graph depicts about time taken to attend services of vehicle shows that out of
100 respondents 46% of respondents said excellent, 28% of respondents said good, 13%
of respondents said fair, 13%of respondents said poor. Thus, it can be interpreted that
all respondents are satisfied with time taken to attend the customers of Lathanad motors.

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5. How would you rate cleanliness & comfort of service reception & customer waiting
lounge/area?
Excellent 62
Good 23
Fair 7
Poor 5
Very poor 3

7% 2%
5%
23%
62%
The above graph shows about cleanliness and comfort of service reception and
customer waiting lounge area shows that out of 100 respondents 64% respondents said
excellent, 24% respondents said good, 7% respondents said fair, 5% respondents said
poor. Thus, it can be interpreted that the majority of people were happy for clean and
comfort of reception and visiting lounge area of Lathanad motors.

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6. What is your experience related to availability of spare parts?
Excellent 44
Good 34
Fair 14
Poor 5
Very poor 3
3%
5%
excellent
14%
good
44% fair
poor
very poor
34%
The above graph shows about customers experience related to availability spare parts
shows that out of 100 respondents 45%respondents said excellent, 35% respondents
said good, 14% respondents said fair, 6%respondents said poor. Thus, it can be
interpreted that most of the people were satisfied for availability of spare parts in
Lathanad motors.

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7. Do you that the service charges and repair charges reasonable in Lathanad motors?
Excellent 44
Good 34
Fair 14
Poor 6
Very poor 2

2%
6%
14%
44%
34%
The above graph depicts about service charges and repair charges by Lathanad motors
shows that out of 100 respondents 45% respondents said excellent, 35% respondents
said good, 14% respondents said fair,6% respondents said poor. Thus, it can be
interpreted that majority of respondents agree with reasonable charges for servicing
charged by Lathanad motors.

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8. How conveniences are you when the vehicle delivered as per the allotted time?
Very convenience 56
Convenience 33
Not convenience 5
disappointed 6
60%
50%
40%
30%
20%
10%
0%
very convenience convenience not convenience disappointed
The above graph shows about the time taken to deliver vehicle after servicing shows
that out of 100 respondents the 55% of respondents were very convenience, 34%
respondents said convenience,5% respondents said not convenience, 7% respondents
said disappointed, thus it can be interpreted the most of respondents were satisfied for
the delivery time taken by Lathanad motors.

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9. How do you feel about Lathanad motors service department?
Excellent 50
Satisfied 30
Average 14
Not satisfied 6
excellent satisfied average not satisfied
6%
14%
50%
30%
The above graph shows about satisfaction of servicing work done on vehicles by
Lathanad motors shows that out of 100 respondents 50% respondents said excellent,
30% respondents are satisfied, 14% respondents said average,6% respondents are not
satisfied. Thus, it can be interpreted that the most of respondents were satisfied about
the quality of service of Lathanad motors.

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10. Did you find the service Centre staff co-operative courteous & polite?
Excellent 44
Good 38
Fair 11
Poor 2
Very poor 5

2% 5%
11%
44%
38%
The above graph shows about satisfaction of to attend the services of the staff shows
that out of 100 respondents 44% respondents said excellent, 38% respondents said
good, 11% respondents said fair, 2% respondents said poor, 5% respondents said very
poor. Thus, it can be interpreted that the most of people were satisfied for co-operative
and courteous for customers.

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11. How would you rate overall service experience?
Excellent 43
Good 37
Fair 8
Poor 7
Very poor 5
5%
7%
8%
43%
37%
ANALYSIS AND INTERPERTATION:
The above graph shows about overall experience shows that out of 100 respondents
43% of the respondents said excellent, 37% respondents said good, 8% respondents said
fair,7% respondents said poor,5% respondents said very poor. Thus, it can be
interpreted the majority of respondents were satisfied with overall service experience
with Lathanad motors.

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12. Based on your overall experience would you like visit this service Centre again?
Recommendation No of respondents
Yes 85
No 15
15%
yes
no
85%
The above graphs depict about customers wish to visit Lathanad motors service Centre
again shows that out of 100 respondents 85% respondents said will again visit the
service Centre, 15% respondents said no. Thus, it can be interpreted that most of the
respondents will again visit Lathanad motors.

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13. Which TVS bike do you own?
Bikes No of respondents
Ntorq 29
XL 100 37
Jupiter 10
Apache 15
Raider 9
40
35
30
25
Series 1
20
Series 2
Series 3
15
10
0
ntorq xl 100 jupiter apache raider
The above graph shows that out of 100 respondents 29 respondents own the Ntorq, 37
respondents own the XL100, 10 respondents own the Jupiter, 15 respondents own the
apache, 9 respondents own the raider. Thus, it can be interpreted that majority of
respondents use XL 100 and Ntorq.

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Chapter -VI
FINDINGS, SUGGESTIONS

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Findings
1) It is found that 95% of respondents receive reminder from Lathanad motors and
5% respondents said they did not receive reminder from Lathanad motors for
service of vehicle thus, it can be interpreted that most of respondents get
reminder from Lathanad motors.
2) It is found that 47% excellent, 40% said good, 7% said poor, 4%said fair, 2%
said very poor. Thus, it can be interpreted that majority of customer are happy
about getting appointment for vehicle servicing in Lathanad motors.
3) It is found that 64% said very helpful, 22%said helpful, 8%said average, and
6%unhelpful. Thus, it can be interpreted that majority of respondents are found
to be satisfied with friendly and helpful attitude of service staff of Lathanad
motors.
4) It is found that 46% of respondents said excellent, 28% of respondents said

good, 13% of respondents said fair, 13%of respondents said poor. Thus, it can
be interpreted that all respondents are satisfied with time taken to attend the
customers of Lathanad motors.
5) It is found that 64% respondents said excellent, 24% respondents said good, 7%
respondents said fair, 5% respondents said poor. Thus, it can be interpreted that
the majority of people were happy for clean and comfort of reception and
visiting lounge area of Lathanad motors.
6) It is found that 45%respondents said excellent, 35% respondents said good,

14% respondents said fair, 6%respondents said poor. Thus, it can be interpreted
that most of the people were satisfied for availability of spare parts in Lathanad
motors.

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7) It is found that 45% respondents said excellent, 35% respondents said good,
14% respondents said fair,6% respondents said poor. Thus, it can be interpreted
that majority of respondents agree with reasonable charges for servicing
charged by Lathanad motors.
8) It is found that 55% of respondents were very convenience, 34% respondents

said convenience,5% respondents said not convenience, 7% respondents said
disappointed, thus it can be interpreted the most of respondents were satisfied
for the delivery time taken by Lathanad motors.
9) It is found that 50% respondents said excellent, 30% respondents are satisfied,
14% respondents said average,6% respondents are not satisfied. Thus, it can be
interpreted that the most of respondents were satisfied about the quality of
service of Lathanad motors.
10) It is found that 44% respondents said excellent, 38% respondents said good,
11% respondents said fair, 2% respondents said poor, 5% respondents said very
poor. Thus, it can be interpreted that the most of people were satisfied for co-
operative and courteous for customers.
11) It is found that 43% of the respondents said excellent, 37% respondents said
good, 8% respondents said fair,7% respondents said poor,5% respondents said
very poor. Thus, it can be interpreted the majority of ha were satisfied with
overall service experience with Lathanad motors.
12) It is found that 85% respondents said will again visit the service Centre, 15%
respondents said no. Thus, it can be interpreted that most of the respondents
will again visit Lathanad motors.
13) It is found that 29 respondents own the Ntorq, 37 respondents own the XL100,
10 respondents own the Jupiter, 15 respondents own the Apache, 9 respondents
own the raider. Thus, it can be interpreted that majority of respondents use XL
100 and Ntorq.

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Suggestions:
 Lathanad motors should improve the quality of service and availability of

spare parts which will help the company to attract more customers to get their
vehicles serviced with Lathanad motors. Because 85% of respondents were
said that they may be visit Lathanad motors service Centre again
 Lathanad motors should improve upon the delivery time they take to give
back the vehicles after attending servicing which will improve customer
satisfaction. Because 30% of respondent’s satisfaction level average.
 Lathanad motors should expand their service station area to attend more
vehicles.
 The company should make improvements in service reception and customer
waiting area so that the customers visiting will find their waiting to be
comfortable. They should provide proper sitting arrangements in an office
with some basic amenities like drinking water, newspaper, TV, etc. with
adequate lighting and ventilation.
 The company should charge reasonable price for vehicle servicing because
average customer is not agreeing with a price charged by Lathanad motors.

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Conclusion:
This project works on the topic of “analysis of customer satisfaction towards after sales
services provided by Lathanad motors Gadag” has basically helped me to know the
environment of service Centre and understand the customer expectations. It also helped
me to ascertain the measures to improve the quality service provide by Lathanad
motors.
It conclusion, if Lathanad motors improve their quality of service then most of the
customers will be satisfied and they will get their vehicles regularly serviced by
Lathanad motors.

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BIBLIOGRAPHY
WEBSITES:
WWW.dealers.tvsmotor.com
www.slideshare.com
https://docs.google.com/forms/d/e/
1FAIpQLSdyXULb7WlrNReZDAwJTkKsaNSWi5FiGFmY5ADQ-k0dRHuQOg/
viewform?embedded=true

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ANNEXURE
1) Which TVs bike do you own?
2) Did you receive any intimation or reminder on your vehicle service?
A) Yes b) No
3) How would you rate the ease of getting of an appointment for vehicle service?
A) Excellent b) Good c) average D) Poor
E) Very poor
4) On arrival to showroom how friendly and helpful was the service staff?
A) Very helpful B) helpful C) average D) Unhelpful
E) very unhelpful
5) When you entered, what was the time taken before someone from the staff
attend you to know your service requirements?
A) Excellent<3 min b) Good – (3-5 min) c) Fair-(5-9min)

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CENTRE, GADAG
d) poor>9min
6) How do you rate cleanliness & comfort of service reception & customer waiting
lounge/area
a) Excellent b) Good c) Fair d) Poor e) Very poor
7) What is your experience related to availability of spare parts?
a) Excellent b) Good c) Fair d) Poor e) Very poor
8) Do you feel the service charges/ repair charges were reasonable?
a) Excellent b) Good c) Fair d) Poor
9) How convenience is you when the vehicle delivered as per the allotted time?
a) Very convenience b) Convenience c) Not convenience
d) Disappointed
10) How do you feel about LATHANADA motors service department?
a) Excellent b) Satisfied c) Average
d) Not satisfied
11) Did you find the service Centre staff cooperative, courteous & polite?

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CENTRE, GADAG
12) How would you rate your overall service experience?
13) Based on your overall experience, would you visit this service Centre again?
a) Yes b) No

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CENTRE, GADAG

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CHAPTER-I

HISTORY OF AUTOMOBILE INDUSTRY IN INDIA

Two wheelers 78.63%

Two-wheelers: Market Size & Growth

KARNATAK UNIVERSITY POST-GRADUATE

Performance and convenience - the Innovation drivers

Ø "Bike of the Year" CNBC-TV18 Auto car Auto Awards 2006

Ø "Bike of the Year" OVERDRIVE Awards 2006

Ø "Bike of the Year" Business Standard Motoring Awards 2006

Ø "Indigenous design of the year" OVERDRIVE Awards 2006

KARNATAK UNIVERSITY POST-GRADUATE

Eco dynamism - Green Bikes:

At TVS every product is built as a green initiative. By being responsible today, we

KARNATAK UNIVERSITY POST-GRADUATE

Driven by the Five Pillars of TQM:

The management philosophy is based on five pillars of TQM (Total Quality

Daily work management:

KARNATAK UNIVERSITY POST-GRADUATE

The TVS group is one of India`s largest industrial conglomerates. TV Sundaram

KARNATAK UNIVERSITY POST-GRADUATE

THE COMPOSITION OF THE BOARD IS AS UNDER:

KARNATAK UNIVERSITY POST-GRADUATE

Mr. K N Radhakrishnan Mr. C R Dua Mr. R Gopalan

Ms. Lalita D gupthe Mr. T Kannan

TVS motors company [commonly known as TVS] is an Indian multinational

KARNATAK UNIVERSITY POST-GRADUATE

TVS & Suzuki

 The first indo Jap 100cc bike -1984

Nature of business carried

TVS group originated as a transport company in 1911. TV Sundaram Iyengar

TVS and Sons

TVS and Sons is the largest automobile distribution company in India. It

KARNATAK UNIVERSITY POST-GRADUATE

Madras Auto Service

Other major companies of TVS Group are as follows:

TVS – Motor Company limited

TVS electronics limited

Brakes India Limited

Lucas – TVS Limited

KARNATAK UNIVERSITY POST-GRADUATE

Sundaram brake LINIGS limited

Is the leading manufacturer of brake LINIGS in India

A VECHILE FOR EVERY ONE

TVS Motor manufactures the largest range of two-wheelers, starting from

APACHE THE SAVIOR

TWO STROKE MAX RANGE – ON THE WAY OUT

TWO NEW LAUNCHES COULD OUT TVS ON A HIGH

Three-wheeler project- entering a new market

KARNATAK UNIVERSITY POST-GRADUATE

THREE-WHEELER MARKET SCENARIO

The three-wheeler goods carrier segments are:

1. Maximum mass not exceeding 1 tone.

Merger of engine components Division of Lakshmi

Auto components with TVS Motor:

KARNATAK UNIVERSITY POST-GRADUATE

TVS motor would merge engine component division of Lakshmi Auto

Strong focus on R&D

TVS MOTOR COMPANY

KARNATAK UNIVERSITY POST-GRADUATE

GRAPH Wide Network

TVS offers a wide range of two-wheelers

100/ TVS Max 100 R