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A
Project Report
ON
“HERO MOTORS”
BY
PREM ARVIND KORDE
In Partial Fulfillment of
Submitted To
Affiliated to
CERTIFICATE
OR
ACKNOWLEDGEMENT
OR
inspirational force and devoting genuine interest throughout the progress of the
project, interacting with him/her I learnt a few important aspects of professional
management and I am sure the knowledge imparted to me will help me to enrich my
career in the long run.
I am also thankful to Prof. Dr. B. B. Waphare , Principal MIT ACS College Alandi,
TYBBA (IB)
DECLARATION
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I further declareathat,
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this project member
report has not beenfor full
submitted to any
INDEX
CHAPTER PAGE
CHAPTERS
No. NO.
1. EXECUTIVE SUMMARY
CUSTOMER SATISFACTION 7 – 11
2. LITERATURE REVIEW
OR
OBJECTIVES
3. INDUSTRY PROFILE
GROWTH OF MOTORCYCLES 15 – 18
4. COMPANY PROFILE
OPERATION RAMP-UP
PORTFOLIO OF PRODUCTS
INVESTMENT IN R&D
6 FINDINGS 56 – 57
7 SUGGESTIONS / RECOMMENDATIONS 58 - 59
8 CONCLUSION 60-63
QUESTIONNAIRE 60
OR
OR
INTRODUCTION
OR
The sale of a product does not end with the sale transaction but it is the point at which
the original marketing concept starts. The marketer has to see that whether the
customer satisfied with that particular product/service or not. The post purchase
behavior is important for a marketer. If there is any cognitive dissonance in the minds
CUSTOMER SATISFACTION
Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer expectation. In general satisfaction are a person’s feelings of
OR
forward matter- or is it? Customer satisfaction is a marketing tool and a definite value
added benefit. It is often perceived by customers as important as the primary product
or service your organization offers. It looks at what is involved from 3 different
angles, the first is from the view of an organization wishing to understand, and
measures, how satisfied its customer are with the products and services they receive
The two-wheeler industry has been expanding rapidly. Gone are the days
when possessing a two-wheeler was seen as a luxury. Now days, it is viewed as a
mere necessity.
OR
Getting a new customer is difficult, than retaining a current customer is a more
difficult one and not only that it is estimated that the cost of attracting a new customer
is five times the cost of retaining current customer. It requires a great deal of effort to
induce satisfied customer to switch away from their current preference. Thus,
The information required for this study obtained was basically through two sources.
Primary Data:
10
The Data has been collected from 100 customers, through questionnaires, by
using simple random sampling. In addition interaction with the staff of Hero
MotoCorp Ltd has also given some information.
Secondary Data:
OR
11
OR
CHAPTER-2
12
REVIEW OF LITERATURE
OR
In fact, marketing people are involved in marketing 10 types of entities; goods,
services, experience, events, persons, places, properties, organizations, information
and ideas. Marketing management is the art and science of choosing target markets
and getting, keeping and growing customers through creating, delivering and
composition of two wheeler sales, where the motorcycles have gained market share
from the scooter and moped or scooters segments.
The consumer is now faced with proliferation of brand models. Getting new
customers as well as retaining them is an important task of manufacturers. So service
after sales is very important. A satisfied customer brings in more name and goodwill
to the company, which is why customer satisfaction is given more importance in
today’s competitive world. A study on this aspect with Hero tw o-wheelers at Hero
MotoCorp Ltd was made.
13
This Project has been titled “A comprehensive study Post purchase buyer behavior
and satisfaction towards Hero Motors Bikes after the split with Honda."
OR
2. To know the customer level of awareness of Hero two-wheelers.
3. To know the various factors, which influence customers in purchasing, they’re
two - wheelers?
4. To find the after sales service offered by Hero MotoCorp Ltd.
14
OR
CHAPTER-3
15
INDUSTRY PROFILE
OR
anticipated is higher than the 16 percent achieved in the past 10 years
The automobiles sector is divided into four segments-two wheelers(mopeds, scooters,
motorcycles, electric two-wheelers), passenger vehicles (passenger cars, utility
vehicles, multi-purpose vehicles), commercial vehicles (light and medium-heavy
The sector has shown a sluggish growth of 12 percent in 2012. The trend is likely to
stay with a 10 percent growth outlined for 2013 citing high ownership costs (fuel
16
costs, cost of registration, excise duty, road tax) and slow rural income growth. Solid
but cautious growth is expected over the next few years. However, from a long-term
perspective, rising incomes, improved affordability and untapped markets present
promising opportunities for automobile manufactures in India. According to
Macquarie equities research, sale of passenger vehicles is expected to double in the
GROWTH OF MOTORCYCLES
OR
by Bajaj with 27 percent (includes M-80), TVS at 19 percent and Escorts at 13
percent. Now LML and Kinetic have announced their plans to manufacture
motorcycles, which are likely to come in the market by next year. The battle is
expected to be fierce but the consumer will be the greater beneficiary.
17
OR
In 1948, Bajaj Auto began trading in imported Vespa scooters and three
wheelers. Finally, in 1980, it setup a shop to manufacture them in technical
collaboration with Piaggio of Italy. The agreement expired in 1971.
In the initial stages, API it was later overtaken by Bajaj Auto dominating the
18
OR
CHAPTER-4
COMPANY PROFILE
19
COMPANY PROFILE
Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
In 2001, the company achieved the coveted position of being the largest two-wheeler
access.
4.1. VISION
Your first 30 days are free.
The story began with a simple vision – the vision of a mobile and an empowered
India, powered by its bikes. Hero MotoCorp Ltd., company’s new ident ity, reflects its
4.1.1 MISSION
20
STRATEGY
Hero MotoCorp's key strategies are to build a robust product portfolio across
categories, explore growth opportunities globally, continuously improve its
MANUFACTURING
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Hero MotoCorp two wheelers are manufactured across three globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are
located in the state of Haryana in northern India. The third and the latest
OR
manufacturing plant are based at Haridwar, in the hill state of Uttrakhand.
TECHNOLOGY
At Hero MotoCorp, it is the firm’s belief that the essence of Corporate Governance
lies in the phrase ''Your Company''. It is ''Your'' Company because it belongs to you -
the shareholders. The Chairman and Directors are ''Your'' fiduciaries and trustees.
Their objective is to take the business forward in such a way that it maximizes ''Your''
long-term value.
21
West Zone
Hero MotoCorp Ltd.
15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road,
Wakadewali, Pune - 411 003, India.
Tel: +91-20-25511577, 25512161, 56012990-91
Fax: +91-20-25511266
Email: pune@heromotocorp.com
22
North Zone
Hero MotoCorp Ltd.
F-126, Katwaria Sarai, Opp. Qutab Institutional Area,
New Delhi -110016, India.
Tel: +91-11-26533981-2, 47619300
GRADING POSITIVES
GRADING SENSITIVITIES
Key sensitivities to our estimates include:
(1) Inflation in input costs not being neutralized by price increases because of
competitive pressures;
(2) High concentration on Executive segment;
(3) Intensifying competition from global players;
23
(4) Ability to develop in-house technical capability or form alternate technical tie-ups
with external institutions.
1987 OR
- 100,000th motorcycle produced1989New motorcycle model - "Sleek"
introduced
1991
24
2003
- Becomes the first Indian Company to cross the cumulative 7 million
sales mark
- Continue for Free
Splendor has emerged as the World's largest selling model for the third
calendar year in a row (2000, 2001, 2002)
- New motorcycle model - "CD Dawn" introduced
- New motorcycle model - "Splendor +" introduced
- New motorcycle model - "Passion Plus" introduced
- New motorcycle model - "Karizma" introduced
2004
- New motorcycle model - "Ambition 135" introduced
- Hero Honda became the World No. 1 Company for the third
consecutive year.
25
26
2009
- Hero Honda GoodLife Program launched Hunk' (Limited Edition)
launched
- Splendor completed 11 million production landmark
New motorcycle model 'Karizma - ZMR' launched
27
You're Reading a Preview-Hero MotoCorp Augments Leadership with Highest-ever Calendar Year
Sales in 2014 -Hero MotoCorp has launched a new entry level commuter,
the HF Dawn
28
Sales figures
OR
•Profile of target customer
Hero MotoCorp basically targets the every each and segments of the market. So there
are some products like splendor, CD- dawn (rs40000-50000) they made for lower
29
through their vast network of more than 2100 committed dealers and service outlets
spread across the country.
Apart from that hero motocorp focused on cleanliness and other aesthetics of the
service stations and add such air conditioned waiting area, internet surfing, coffee
shops etc to enhance the in house experience of the customers at those “customer
30
The Program began with a member transaction booklet, a replica of the Passport
Booklet, which helps in engaging with customers. However, the Program has been e-
enabled now to improve its geographical reach and efficiency level. It runs on the
backbone of a robust and engaging front-end and a sound, solid and technical back-
end. The Program includes customized technology, combining a mix of Magnetic
OR
or Long Term Brand Loyalty’ category
Colloquy Award under Innovation in Loyalty Marketing (International)
category
Qualified as ECHO Finalist (5th place) in 2011 DMA International ECHO™
Awards competition Loyalty Award under Auto Sector
31
Wage negotiations were concluded
Plant won TPM Excellence Award
The Company continues to set new industry benchmarks in the areas of energy
OR
green projects yielded considerable savings to the Company within a short period of
time.
PORTFOLIO OF PRODUCTS
SPLENDOR PRO
PASSION PRO
Continue for Free
PASSION XPRO
MAESTRO
PLEASURE
HF DAWN
HF DELUXE
125cc
Bike category
GLAMOUR
32
SUPER SPLENDOR
IGNITOR
Glamour PGM FI
33
over a variety of issues, ranging from Honda's reluctance to fully and freely share
technology with Hero (despite a 10-year technology tie-up that expires in 2014) as
well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda (mainly
managed by the Munjal family) to merge the company's spare parts business
According to the shareholder’s agreement signed in 1984, the joint venture was only
for domestic production and consumption. The agreement was subsequent, modified
to allow exports of limited products to a few countries, namely Sri Lanka,
34
INVESTMENT IN R&D
Hero Honda wanted to scale up its business & wanted to enter the next Growth phase
by focussing on manufacturing its own products & Investing in its own R&D to which
Honda was not comfortable.
OR
35
OR
DATA ANALYSIS
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36
Inference:- From the above table it is inferred that, 30% of respondents held Passion
Pro and 25% of respondents held Splendor Plus, Splendor Pro 10%, and Passion Xpro
Continue for Free
9%. The remaining two wheelers are very less in %. The table is inferred that some of
the models are very less in market. This formed the basis of the study.
37
HF DAWN
3%
KARIZMA
1% SPLENDOR PRO
KARIZMA ZMR 10%
OR
2%
HUNK
GLAMOUR
2% PASSION PRO
3%
30%
38
Television ads 57
Roadside Boarding’s 14
Total 100
OR
Table- 4.2 showing the source of information about Hero
9%
20%
14%
57%
39
Friend 35
Sales representative
OR
15
Total 100
Inference: -From the above table it is observed that, the buying behavior people
40
Series 1
You're Reading a Preview
40
30
20
Series 1
100cc 17 Blue 23
125cc 28 Red 24
150cc 35 Black 39
200cc 20 Other 14
41
Inference: -
From the above table it is observed that, the bike ‘cc’ preference is deferent customer
to customer but the 35% people like 150cc bike and 28% like 125cc, 200cc bike 20%
others 100cc.e preference of color ‘BLACK’ is rating at near to 40% of people after
that 24% like Red color 23% Blue also . Other color like white gettingless importance
28
OR 35
20
17
access. Chart
Your first 30 days are free.
4.4(2) showing the preference of colour
45
40
35
30
Continue for Free
25
20
15
10
0
Blue Red Black Other
42
NO (not on time) 22
Inference: -
From the above table it is observed that,
OR
78% of respondents got delivery of their vehicle on time
22% says that the delivery of vehicle got delay
After enquire about the 22% it’s showing that they asked for very demand vehicle like
PASSION &SPLENDOR bikes and some of them ask new bike like Maestro
Yes
78%
43
Yes 92
NO 8
Total 100
Inference: -
From the above table it is observed that, 92% of respondents got test drive duri
44
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