Professional Documents
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Ashfaq Khan
Ashfaq Khan
Ashfaq Khan
REPORT
ON
”Study on Customer Relationship Management”
ASHFAQ KHAN
PREFACE
1. INTRODUCTION
3. RESEARCH METHODOLOGY
-TOOLS OF RESEARCH
-RESOURCE OF DATA
5. CONCLUSION
6. BIBLIOGRAPHY
INTRODUCTION
ORGANIZATION OVERVIEW
Our Vision
Technological Advantage
Production /R & D
PRODUCTION MILESTONES
2004
New (non A/C) variant of Alto
2003
New Suzuki Grand Vitara XL-7
New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research) launched
jointly with the Delhi government to promote safe driving habits
1999
Maruti 800 EX ( 796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL ( 796cc, MUV, high roof)
Baleno (1600cc, 3 Box Car)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi and
Chennai as social initiatives
1998
Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
1997
1998 Esteem (1299cc, 3 box car) LX, VX and AX
1996
Gypsy (E) (970cc, 4WD 8 seater)
Omni (E) (796cc, MUV, 8 seater)
Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car)AX
Launch of 24-hour emergency on-road vehicle service
1995
Esteem 1.3L (1298 cc, 3 box car)VX
1993
Zen(993cc, hatchback Car), which was later exported in
Europe and elsewhere as the Alto
1992
SMC increases its stake in Maruti to 50 percent
1991
Reaches cumulative indigenisation of 65 percent for all
vehicles produced 1990
Maruti 1000(970cc, 3 box), India’s first contemporary sedan
1988
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Produced 100,000 vehicles (cumulative production)
1985
Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, India’s first affordable car.
Production was started under JVA
1982
License and JV agreement signed between Maruti Udyog
Ltd. and SMC of Japan
1981
Maruti Udyog Ltd was incorporated under the provisions of
the Indian Companies Act, 1956
2005
Number one in JD Power SSI for the second consecutive
year
Number one in JD Power CSI for the sixth time in a row - the
only car to win it so many times M800, WagonR and Swift
topped their segments in the TNS Total Customer
Satisfaction Study.
Leadership in the JD Power Initial Quality Study - Alto
number one in its segment for the 2nd time in a row, Esteem
number one in its segment for the 3rd year in a row, Swift
number one in the premium compact segment
WagonR and Esteem top their segments in the JD Power
APEAL study
TNS ranks Maruti 4th in the Corporate Reputation Strength
(CSR) study (#1 in Auto sector)-Feb 05
Maruti bagged the "Manufacturer of the year" award from
Autocar-CNBC (2nd time in a row)-Feb 05
First Indian car manufacturer to reach 5 million vehicles
sales
Business World ranks Maruti among top five most respected
companies in India-Oct 04
Maruti ranked among top ten (Rank7) greenest companies in
India by
Business Today - Sep '04
2004
Maruti Suzuki was No. 1 in Customer Satisfaction, No. 1 in Sales
Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in
Product Appeal (Esteem and Wagon R)
No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile
company
Voted Manufacturer of the year by CNBC
Voted one of India's Greenest Companies by Business Today-AC
Nielson ORG-MARG
2003
Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10
automotive brands in "Most Trusted Brand survey 2003" J D
Power ranked 3 models of Maruti on top: Wagonr, Zen and
Esteem
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction
Study 2003.
MUL tops in J D Power CSI (2001) for 4th time in a row
2001
MUL tops in J D Power CSI (2001) for 2nd time in a row: another
international first
2000
Maruti bags JD Power CSI - 1st rank; unique achievement by
market leader anywhere in the world
1999
MSM launched as model workshop in India; achieves highest CSI
rating.
Central Board of Excise & Customs awards Maruti with "Samman
Patra", for contribution to exchequer and being an ideal tax
assessee
1998
CII's Business Excellence Award
1996
Maruti wins INSSAN award for "Excellence in Suggestion Scheme"
1994-95
Engineering Exports Promotion Council's award for export
performance
1994
Best Canteen award among Haryana Industries as part of
employee welfare
1992-93
Engineering Exports Promotion Council's award for export
performance
1991-92
Engineering Exports Promotion Council's award for export
performance
In the J.D. Power CSI Study 2004, Maruti Suzuki scored the
highest across all 7 parameters: least problems experienced with
vehicle serviced, highest service quality, best in-service experience,
best service delivery, best service advisor experience, most user-
friendly service and best service initiation experience.
92% of Maruti Suzuki owners feel that work gets done right the first
time during service. The J.D. Power CSI study 2004 also reveals
that 97% of Maruti Suzuki owners would probably recommend the
same make of vehicle, while 90% owners would probably
repurchase the same make of vehicle.
At Maruti Suzuki, you will find all your car related needs met
under one roof. Whether it is easy finance, insurance, fleet
management services, exchange- Maruti Suzuki is set to
provide a single-window solution for all your car related
needs.
The Low Cost Maintenance Advantage
Participative Management.
Team work & Kaizen.
Communication and information sharing.
Open office culture for easy accessibility
1. RESEARCH STUDY
2. SCOPE OF THE STUDY
1. TOOLS OF RESEARCH
2. RESOURCE OF DATA
DATA COLLECTION
IMPLEMENTING CRM
RESEARCH METHODOLOGY
-TOOLS OF RESEARCH -RESOURCE
OF DATA
DATA COLLECTION
Analysis of data has been done with help of various statistical tools
like the tables and graphs.
FEATURES OF CRM IMPLEMENTED
AT
MARUTI
Books
Crm- chattopadhya
Journals
Web sites
Www.marutiudyog.com
Gurgaon.nic.in/maruti.htm
Auto.indiamart.com
Economictimes.indiatimes.com
En.wikipedia.org/wiki
www.citrix.com