A Project Report on Customer Satisfaction of

Peaks Auto Pvt. Ltd. (Authorized Dealer Of Maruti Suzuki India Ltd.)

SUBMITTED BY SATNAM SINGH ROLL No: - 12937 MBA (3th Sem)

Certificate
This is to certify that Mr. ________________ is a bonafide student of __________ program under registration number 1275090 RIMT Institution PTU in this university for the year 2012-14. As a part of the university curriculum, the student has completed the project titled Customer Satisfaction of Peak Auto Ltd.. The matter embodied in this project is a genuine work done by the above mentioned student and has been submitted in partial fulfillment for the award of Degree of masters in Business Administration.

Project Guide

HOD

Date: Place:

PREFACE

Customer satisfaction is addressed as a strategic business development tool. Customer satisfaction does have a positive effect on an organization's profitability, satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. Satisfied customers are most likely to share their experiences with other people to the order of perhaps five or six people. Equally well, dissatisfied customers are more likely to tell another ten people of their unfortunate experience. Research has demonstrated that even a difference between a totally satisfied customer and a somewhat satisfied customer could lead to an increased revenue contribution of a factor. The motivation behind the project was to gain clear understanding about marketing research. Through this project I have tried to understand the complexities involved in gathering of data for drawing inferences. The present report is a part of project that contains the work done by me during the training period at Peaks Auto (p) Ltd. I was provided opportunity to undergo training at the Peaks Auto Pvt. Ltd. at its Head office Srinagar Kashmir, my field of interest was to study the.

ACKNOWLEDGEMENT
The research on Customer Satisfaction of peaks auto pvt.ltd. has been given to me as part of the curriculum in the completion of 2-Years Masters of business ADMINISTRATION degree. I have tried my best to present this information as clearly as possible using basic terms that I hope will be comprehended by the widest spectrum of researchers and future development of company. I have completed this study under the able guidance and Supervision of Mr. Vikramjeet Singh and my project guide.. Mere acknowledgement may not redeem the debt I owe to my parents for their direct/indirect support during the entire course of this project. I also thankful to my friend who helped me a lot in the completion

INDEX

Executive Summary Introduction to the Automobile Industry in India History of Maruti Research Methodology Questionnaire Analysis Conclusion & Suggestions Bibliography Questionnaire

EXECUTIVE SUMMARY
A partial subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 45% of the domestic car market. The company offers a complete range of cars from entry level Maruti 800 and Alto, to hatchback Ritz, A star, Swift, Wagon-

R, Estillo and sedans DZire, SX4 and Sports Utility vehicle Grand Vitara.

PEAKS AUTOMOBILES PVT LTD:

PEAKS AUTO PVT.LTD. is a private ltd. Company, incorporated under companies Act,1956 with the registrar of Jammu & Kashmir, Mr. Baldev Singh Raina, hailing from District Baramulla, a Mechanical Engineer has laid the foundation stone of PEAKS AUTO PRIVATE LTD. He by virtue of his immense efforts and leadership qualities has achieved handsome amount of experience in automobile industry. PEAKS AUTO PRIVATE LTD is a new Authorized Dealer of Maruti Suzuki India Ltd. For Kashmir , and shall be dealing in Maruti Suzuki Cars, New as well as certified Used ones, Maruti Genuine Spares and Accessories, and providing other services. PEAKS AUTO, as the name suggest, has come up with the aim of touching heights in the field of customer satisfaction in terms of service Commitment.

Introduction to the Automobile Industry in India India ranks just behind china with the words second largest population at over 1 billion people. Less than 1 percent of the population currently owns automobiles, which is a much smaller population currently owns automobiles, which is a much smaller portion than the rest of the Southeast Asia region. The regional average of ownership is 16.45 percentage, nonetheless, sales of passenger double since 2001 to over vehicles in India have more 1.5 than millions unit in a also has one of
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the fastest growing economics, and many US companies, India potential lucrative market

as a

Prior to the early 1990s when India opened its hen-restricted market, owning a vehicle was viewed as a luxury and taxed accordingly. Using the early 1990s, domestic companies, such as Tata Motors, Maruti Udyog, Mahindra & Mahindra, Hindustan Motors, and Premier, manufactured a relatively small number of vehicles. In the mid-1990s, foreign manufacturers entered the market through JVs with domestic manufacturers as required by the government. This entry raised the level of competition and brought many global suppliers to India to support their manufacturer customers. It was also a time when the Indian population began to adjust to a new, global automotive economy and manufacturers adjusted to their new partners, developed their supply chains, and began to understand Indias challenges and the Indian consumer.

Indias Automotive Mission Plan The Indian government has recently begun to play a key role in the development of the automotive industry through its collaboration with the industry in the Automotive Mission Plan (AMP). Our interviewees were nearly unanimous in their high level of optimism for their governments support of the industry. The AMP sets development goals for the automotive industry for the years 2006 to 2016. What makes the document important is the Indian governments recognition of the value of the automotive industry, first, as a creator of jobs at all levels of society laborers, managers,
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engineers, dealers, suppliers, and manufacturers and second, as a way to increase GDP and exports. The plan estimates that Indias automotive industry wills double its contribution to GDP by 2016. The plan also clearly describes the role of government in supporting the industry, especially through improved infrastructure and tax and labor law revisions. How quickly the government responds to these challenges will influence how soon Indias internal and export markets expand. India then and now 1983 Number of brands2 Number of models2 2008 Number of brands30 Number of models70 Some of the Car companies in India: Maruti Suzuki Fiat General motors (Opel, Chevrolet) Ford Hindustan motors, Mitsubishi Honda Hyundai Baja tempo Marinara
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Maine elect. Mercedes Benz Nissan Sanengineering Soda Toyota

Top three manufacturers: Maruti Suzuki Tata motors Hyundai Car segmentation: This is done on the basis of size and price of the car A segment: maruti800, omni B segment: Zen, wagon-r, alto, Santo, polio, indicia C segment: esteem, accent, indigo, icon, Honda city, civic D-segment: opera, Octavia, corolla, camary. mercedes

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DEPARTMENTAL STRUCTURE OF PEAKS AUTO PVT LTD. PEAKS AUTOMOBILES PVT LTD

PURCHASE SALES CUSTOMER CARE SERVICE TRUE VALUE ACCOUNTS COSTING AUDIT & INTERNAL CONTROL TAXATION HR CORPORATE LAW COMPLIANCE SECURITY

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A SAMPLE DEALERSHIP ORGANIZATION STRUCTURE

CEO

FINANCE HEAD

HR MANAGER

GM (SALES)

GM (SERVICE)

GM (TRUE VALUE)

ADMIN HEAD

CEO GM HR Manager

Chief Executive Officer General Manager Human Resource Manager

This is a functional view of the reporting structure in the organization and may not reflect the pay and designation structure. The above diagram shows the top management of a regular dealership in the organization chart. Next, we will take on each department and show the structure within those departments.
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 Larger dealerships can have separate GM for True Value, Spares and Body Shop.

ORGANISATIONAL STRUCTURE OF PEAKS AUTO PVT LTD

HR

Organizational Structure defines the critical roles & responsibilities in the dealership. It gives an overview of functional and reporting relationships. A clearly defined organization structure is essential for the dealership The HR Manager should formulate an organizational chart if one does not already exist.
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JOB RESPONSIBILITY OF MD
To design, develop and implement the strategic plan for his Company in the most cost effective and time efficient manner. He is responsible for both the day-to-day running of the Company and developing business plans for the long term future of the organization. He is accountable to the Board and the Shareholders of the Company. It is the board that grants the Managing Director the authority to "run" the Company. He plays a leadership role for an organization and he fulfills a motivational role for his workers in addition to his more office-based work. MDs motivate and mentor members of the management team and chair meetings. The MD leads the Company and develops the corporate culture for the organization. MD manages the staff, the customers, the budget, the Company's assets and all other Company resources to make the best use of them and increase the Company's profitability. The MD reports to the Board of Directors on a weekly, monthly, quarterly, semi-annual, annual or every decade basis to keep them informed of how the Company is doing. The board will offer suggestions and ideas about how to improve the Company to the Managing Director The MD is legally responsible for the Company's affairs, so he must comply with the appropriate rules and regulations set out in corporate
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law. These include following the proper audit procedure and not allowing the Company to break any trade embargoes or deal in any illegal goods.

JOB RESPONSIBILITY OF GENERAL MANAGER

The general Manager has overall responsibility for managing both the revenue and cost elements of a company's income statement. This is often referred to as Profit & Loss (P&L) responsibility. This means that a General Manager usually oversees most or all of the companys marketing and sales functions as well as the day-to-day operations of the business. Frequently, the General Manager is also responsible for leading or coordinating the strategic planning functions of the company. The General Manager would be responsible for the following: Establishing relationships, which lead to sales opportunities. Develops and delivers sales presentations to potential customers using conventional means of technology. Maintains up-to-date understanding of industry trends and technical developments that affect the market. Supports strategic growth. Acts as liaison between customer and operations for job preparation. Prepares pre-job P&Ls, and quotations.

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Participates in sales forecasting and planning in an effective manner. Manages assigned sales budgets. Develops and maintains communications in a cooperative and professional manner with all levels of staff and customers. Observe good housekeeping and safety habits, follow company policies and procedures and perform other duties as assigned. Provide a monthly activity report to the Managing Director.

SALES ROLES & RESPONSIBILITIES

Lead the sales team to achieve short term and long term sales objective Strengthen distribution set up. Identify new markets for growth. Strengthen depth and width of distribution. Develop and strengthen wholesale set up Ensure collection as per the norms. Develop sales plan for each brand /sub brand and geographical reach. Set objectives and goals with targeted date of achievements. Prepare and execute action, plan to achieve these objectives. Allocate sales resources to optimize sales and profit targets.
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SALES RECORDING SYSTEM OF PEAKS AUTOMOBILES

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SALES MANAGER JOB RESPONSIBILITY

To Develop product strategies, product positioning. To study product feasibility To prepare management proposals for new products. Responsible for acquiring and developing new accounts. Expanding the coverage by aggressive sales promotion. The candidate will be responsible for market development. To increase sales and market penetration.

CUSTOMER SERVICE MANAGER The Customer Service Manager is responsible for the day-to-day management of the front end, overseeing the functioning of the cash registers and supporting equipment, and all duties of the cashiers. Responsibilities include inventory control, equipment maintenance, and loss prevention. Customer Service Managers are also responsible for ensuring the highest level of customer service throughout the store. A Customer Service Manager
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is a role model and leader and must solve problems, make informed decisions and manage the department wisely in order to achieve maximum results. The respective executives and the associates would be reporting the Customer Service Manager.

STORE MANAGER/KEEPER A store manager is the person ultimately responsible for the day-to-day operations of a store. All employees working in the store report to the store manager. A store manager reports to a general manager.

STORES

CARS

ACCESSORIES

CONSUMABLES

ROLES & RESPONSIBILITIES Prevents the stores from getting out of stock by setting re-order/ danger levels.

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 Product management, including ordering, receiving, price changes, and handling damaged products and returning them. Generation & Authentication of daily stock reports. Material issuance modes. Daily receipt & issue of material. Material Requisition.

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DIFFERENT FUNCTIONAL DIVISIONS

MARKETTING STUDY

CUSTOMER SATISFACTION AT PEAKS AUTOMOBILES

Customer is the king and we have to respect him in every sense so as to motivate him for his loyalty. As the research is conducted in the customer service dept. we have to mainly evaluate the functions of the customer service manager. In case of Peaks Auto. the main role played by the customer care manager(CCM) was to serve the customers more effectively and to resolve the various problems which are faced by them. The CCM must possess some basic qualities like honesty, enthusiasm, high energy, team-orientation etc. The CCM and her team were full disciplined with proper uniform and id
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cards. Every customer is given proper treatment and followed up and they will submit the feedback which was properly recorded by the team. The customers are thanked when they submit the feedback card . The customers complaints are properly recorded and resolved by filling up the following customer forms like:- dealers feedback form test drive form - customer satisfaction form - Thank you letter from M.D. The CCM attends all the inbound calls from all types of customers and properly greets them so as to create first hand impression in the minds of the target customers. The customers complaints are resolved by 2% The pending complaints were almost 50% The satisfied customers are 97% Lastly, the main thing found was that all types of customers are fully satisfied by following the standardized procedure of handling the process Sales department at peaks automobiles The main target of the company is on customer satisfaction, the company should take an aggressive step to make the selling process more effective. As the study is conducted on peaks auto, the product delivery date plays a main role in case of sales department .in order to achieve the competitive advantage; the company should focus on antecedent of customer satisfaction i.e better service delivery system People:23

8-10 employees Sales manager:-MR. TANBIR SINGH Activities: booking of the vehicle Delivery within prescribed period Public dealing Report of pending indent status Disclaimer letter Commitment with customers invoice information Job card maintenance discussion sheet Loan approval form etc.

DELIVERY PROCEDURE AT PEAKS AUTO PVT. LTD

SALES DEPARTMENT

ACCOUNTS (CALCULATION OF BILL AMOUNT OF PARTICULAR CAR)

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DELIVERY

INSURANCE

PDI INFORMED TO READY THE VEHICLE

ACCESSORIES (IF ANY)

VEHICLE HANDED OVER TO CUSTOMER

Problems
Delay in delivery of vehicle according to the time exactly mentioned Improper team work Improper positioning of employees at sales department

MARKETTING INSURANCE POLICIES

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Insurance is compulsory for protecting the interests of the customers and societies well being. Every vehicle delivered to the customer must be insured Insurance department at peaks automobiles private ltd People:MR. UMAR (INSURANCE MANAGER) The various insurance policies are usually provided by the ICICI bank and national bank. The insurance is usually based on the engine no. and chassis no.

PROCEDURE Original price xxxx Less: depreciation 5% Net amount xx xxx (insured amount) --------------------The interest rates usually vary depending upon the model purchased
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Below 1000cc 2.43% Below 1500cc 3.42% Above 1500cc 5.24% These interest rates usually vary from time to time depending upon the strategies of the company. The insurance is also provided to the passengers of the vehicle by contributing some petty amount of 50 rs/passenger whose benefit would be received by the customers later on. The insurance premium is also provided by the company to protect the customers from fire theft, fire loss of life. The customers are usually given option or he can just prefer a 3 rd party liability. The customers are usually given the benefit which is called as insurance delivered value (IDV). The customers can pay the whole amount in cash and he can finance it through JK BANK which sets some time period within which the borrowed money has to be repaid back along with some percentage of interest charged by the bank.

THE MAJOR BENEFITS OF MARUTI INSURANCE ARE Yearly cashless post accident repairs National wide repairs at all Maruti authorized dealer workshop e.g. RAHIM MOTOR, HASSAN MOTORS ETC. Easy settlement of claims with virtually no follow up Transfer of no claim bonus as per rules Dealer assisted towing facility up to an amount of rupees 1500
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 No wonder Maruti insurance enjoys the patronage of our 40 lacks customers

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HUMAN RESOURCE DEPARTMENT HUMAN RESOURCE

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Human resources is a term with which many organizations describe the combination of traditionally administrative personnel functions with performance, Employee Relations and resource planning. The objective of human resources is to maximize the return on investment from the organization's human capital and minimize financial risk. It is the responsibility of human resource managers to conduct these activities in an effective, legal, fair, and consistent manner. Human Resources Managers, and Directors, depending on the size of the organization, may have overlapping responsibilities. In larger organizations, the Human Resources Generalist, the Manager, and the Director have clearly defined, separated roles in HR management with progressively more authority and responsibility in the hands of the Manager, the Director, and ultimately, the ED who may lead several departments including administration. HR directors, and occasionally HR managers, may head up several different departments that are each led by functional or specialized HR staff such as the training manager, the compensation manager, or the recruiting manager

Human resource management (HRM) is a management function that helps manager recruit, select, train, and develops members for an organization.

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STRUCTURE OF HUMAN RESOURCES DEPARTMENT

HR HEAD

HR MANAGER

ASSISTANT MANAGER

RECRUITER

PROCESS ASSOCIATE

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The HR MANAGER and his associate staff have following functions: To maintain good relationship between the employer and employees. To maintain good cooperate relations. To select right type and number of employees. Recruitment of employees Manpower. Performance review of employees. Maintenance of all personnel records. Co-ordination with the other department in recruitment of employees. To comply with norms of state government and statutory bodies To maintain effective and efficient work force. Implementing all policy matters. Salary/wage administration

HR DEPARTMENT AT PEAKS AUTO PVT LTD Peoples:MS. KEHKESHAN WANI (HR HEAD) MS. SADAF RESHI (HR MANAGER)

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Various policies of HR at Peaks Auto.

RECRUITMENT POLICY
Keeping in views, Recruitment Policy is drawn up for engaging talent for its Human Resources requirements. This policy is to ensure that the Human Resources requirement is in accordance with the Programmers in particular and with the organizational requirements in general. The human resources recruitment from sourcing to selection will be carried out through a
Standard Recruitment Procedure which contains advertisement for the

post by giving out the criteria for selection, giving fair opportunity to right candidates to apply, conducting test and interviews and recruiting talent in a transparent manner. Information on the positions available will be placed on the web site of the Department on a regular basis.

COMPONENTS OF THE RECRUITMENT POLICY

Recruitment of temporary employees Unique recruitment situations The selection process The job descriptions
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 The terms and conditions of the employment

A recruitment policy of an organization should be such that: It should focus on recruiting the best potential people. To ensure that every applicant and employee is treated equally with dignity and respect. Unbiased policy. TRAINING & DEVELOPMENT POLICY It is a subsystem of an organization. It ensures that randomness is reduced and learning or behavioural change takes place in structured format. The principal objective of training and development division is to make sure the availability of a skilled and willing workforce to an organization. In addition to that, there are four other objectives: Individual, Organizational, Functional, and Societal. This policy is designed for the FDSEs to meet the following objectives: To develop the requisite Knowledge, skills and attitude of the employees required in performing their job well. To refresh / update, from time to time, the knowledge, skills in keeping with the advances in their field of work

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 Individual Objectives help employees in achieving their personal goals, which in turn, enhances the individual contribution to an organization. Organizational Objectives assist the organization with its primary objective by bringing individual effectiveness. Functional Objectives maintain the departments contribution at a level suitable to the organizations needs. Societal Objectives ensure that an organization is ethically and socially responsible to the needs and challenges of the society.

INDUCTION POLICY
Induction is an activity by which a new FDSE joins the organization into the new surroundings and is introduced to the organizational environment, practices, policies and purposes. The FDSEs will undergo induction for his/her new roles and responsibilities. The induction programme shall cover the following components: Every FDSE will undergo Induction Training Programme. During this programme, an FDSE will be given inputs on the organization, its people, the project, about their roles and responsibilities, the HR systems and policies they are guided by. A systematic immersion programme will be conducted for FDSEs to familiarize them to the organization. During this process, the FDSE is expected to maintain work dairy and submit immersion report.

TRANSFER POLICY
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Transfer policy is to enable mobility of the FTEs from one place to another place of posting and to provide for such facilities as may enable to affect the transfers smoothly. FTEs who are transferred purely on the organizations interest are eligible for Transfer allowances/benefits against an issue of transfer order from the competent authority and without affecting his/her level, scale and grade (unless specified). Against transfer, the FTE is eligible for the allowances/benefits as per the Transfer policy. However, request transfers through proper channels shall be accepted based on completion of stay for more than 3 years in a particular place of posting and for genuine purposes. In cases of Request transfer, a window for 30 days (every July) shall be opened for acceptance of such requests.

ADDITIONAL CHARGE ALLOWANCE POLICY This policy provides benefits to those FDSEs who take up full additional work charge of another FDSE in addition to his/her current work charge. The FDSE is eligible for Full Additional Charge Allowances only if s/he holds full charge of an equal or higher position against an issue of order by the competent authority. The criteria for handling full additional charge is as given below
Time For Handling Charge Allowances

Less than 14 working days Up to 3 months 3-6 months Beyond 6 months

NA 1/5th of Basic Pay and HRA of his/her current post 1/10th of Basic Pay and HRA of his/her current post NA
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EMPLOYEE RETENTION POLICY

Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Corporate is facing a lot of problems in employee retention these days. Hiring knowledgeable people for the job is essential for an employer. But retention is even more important than hiring. There is no dearth of opportunities for a talented person. There are many organizations which are looking for such employees.

LEAVE POLICY
Leave is a privilege and not a right. It is earned and does not automatically become admissible as soon as one joins the service. No leave shall be availed till it has been sanctioned formally or approval taken verbally from the sanctioning authority.

CASUAL LEAVE
The FDSEs is entitled for 12 days of consolidated leave per annum. Casual leave is catered to meet emergent/ unforeseen requirements of an employee. It shall, however, be got sanctioned in advance unless unavoidable. HOD/ Director are the only authority to sanction leave over the telephone. An employee is entitled to ONE CL every month of attendance in the Organization, during probation and after probation.

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 An employee cannot avail his/her CLs in a stretch after and before probation. The six CLs entitled during the probation cannot be carried forward if not availed.

EARNED LEAVE
An employee is entitled for 30 ELs in a year. Employee cannot avail 30 ELs together. Earned leave means the leave earned by an employee for the services rendered during the calendar year. EL shall be credited to an employees account after he/ she completes one year. It shall be calculated proportionately for the duration of the service rendered during the calendar year. Earned leave can be availed only after the completion of Six Months of continuous service. EL shall be recommended by the immediate superior/ departmental head. The Director shall be the sanctioning authority. Request for EL shall be made well in advance (generally 1 month); requests made less than 7 days in advance may not be entertained. Sundays and other holidays falling within the leave period shall be counted towards leave.

MEDICAL LEAVE (ML) /SICK LEAVE (SL)

The leave shall be admissible to an employee for his/ her own sickness. It shall NOT be admissible for attending to sick family members.
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 The employee can either avail 12 days full pay leave or 24 days half pay leave. Sick leave in excess of 3 days shall require a medical certificate. Sick leave in excess of 7 days shall require records of hospitalization. The medical leave shall be allowed to be accrued up to 30 days. It can, however, not be encased. NOTE: EL/CL/ML shall be got sanctioned by the competent authority on the prescribed form. days of leave in balance. All leave applications shall have the All applications duly approved shall be endorsement of the HR department indicating the days of leave availed/ submitted to the HR department before proceeding on leave. Noncompliance may lead to a person being marked absent.

MATERNITY LEAVE
The maternity leave to female employees shall be granted as per the Central/ State Government rules / Maternity Act. The leave shall become applicable only after the completion of the probation period. The women FDEs will be governed under the Maternity Act, 1961 (as per the latest amendments in the Act). The maternity leave applies for two live deliveries only.

PATERNITY LEAVE
The paternity leave policy aims to enable the married male FDSEs take paid leave of 15 days for their new born babies. This leaves is provided for the male FDSEs for two surviving children only.

PERFORMANCE APPRAISAL POLICY

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Takes into account the past performance of the employees and focuses on the improvement of the future performance of the employees. We attempt to provide an insight into the concept of performance appraisal, the methods and approaches of performance appraisal, sample performance appraisal forms and the appraisal software available etc. Performance appraisal is necessary to measure the performance of the employees and the organization to check the progress towards the desired goals and aims.

EMPLOYEE HEALTH & SAFETY POLICY

For smooth functioning of an organization, the employer has to ensure safety and security of his employees. Health and safety form an integral part of work environment. A work environment should enhance the well being of employees and thus should be accident free. The terms health, safety and security are closely related to each other.

WELFARE POLICY
Welfare includes anything that is done for the comfort and improvement of employees and is provided over and above the wages. Welfare helps in keeping the morale and motivation of the employees high so as to retain the employees for longer duration. The welfare measures need not be in monetary terms only but in any kind/forms. Employee welfare includes monitoring of working conditions, creation of industrial harmony through infrastructure for health, industrial relations and insurance against disease, accident and unemployment for the workers and their families. Labor welfare entails all those activities of employer which are directed towards providing the employees with certain facilities and services in addition to wages or salaries.

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Labor welfare has the following objectives To provide better life and health to the workers To make the workers happy and satisfied To relieve workers from industrial fatigue and to improve intellectual, cultural and material conditions of living of the workers.
The basic features of labor welfare measures are as follows:

Labor welfare includes various facilities, services and amenities provided to workers for improving their health, efficiency, economic betterment and social status. Welfare measures are in addition to regular wages and other economic benefits available to workers due to legal provisions and collective bargaining Labor welfare schemes are flexible and ever-changing. New welfare measures are added to the existing ones from time to time.

GREVIANCE POLICY
To encourage open communication and create a culture of trust, A Grievance Handling system will be put in place in the shape of Human Resource Cell; FDEs can express a grievance that is related to the Job through the Grievance procedure. Grievance committee that is pre-appointed will go through the grievance and resolve the genuine issues within their purview or reply in writing where a case does not exist, within prescribed

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time period. Unresolved issues will be forwarded to higher authorities who would also follow the above process in resolving the issues.

EXIT POLICY
The objective of this policy is to ensure a smooth process of exit from the organization. The objective of this policy is to make FDEs exit a smooth one while ensuring that the organization takes relevant steps to check undesirable attrition. The processes include: Written acceptance of resignation will be issued following the notice period norms Ensuring handing over all the records and resources with FDE to concerned authorities and properly accounting for any dues. Final settlement shall be done and cheque shall be issued (in case, if the organization needs to pay something back to FDE) on the last working day on completion of all the formalities such as handing over of job/responsibilities; obtaining No dues certificate etc., Provision for issue of Service Certificate/ Relieving letter / Experience Certificate for FDE by the competent authority An Exit Interview will be conducted at the end to understand the experience of FDE while working at the unit, reasons for leaving and suggestions for improvement

GRATUITY POLICY
As per the Payment of Gratuity Act 1972, an employer is obliged to pay gratuity.

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To an employee after he/she has rendered a continuous service of at least 5 years. Gratuity is payable to an employee on: Normal retirement Resignation/early retirement Death or Disablement due to accident or disease (completion of 5 years of service is not necessary in such cases) Employer/Trustee of the Gratuity Scheme shall fund for gratuity liability by: Remitting the recommended contribution for the past service and an annual contribution for the future service as per the actual valuation provided by company. Transferring existing assets if any to company Gratuity Scheme based on mutually agreed asset valuation. This fund is then invested with the insurance company under their gratuity policy so as to increase the monetary value of the fund so that the employee can get more than what he invests.

DRESS CODE POLICY

A work dress code is a set of standards that companies develop to help provide their employees with guidance about what is appropriate to wear to work. Work dress codes range from formal to business casual to casual. The formality of the workplace dress code is normally determined by the amount of interaction employees have with customers at their work location. These sample work dress codes include business casual, business casual for manufacturing, casual, and formal work dress codes. Our Company's objective in establishing a business casual dress code is to allow our employees to work comfortably in the workplace. Yet, we still
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need our employees to project a professional image for our clients, potential employees, and community visitors. Business casual dress is the standard for this dress code. EMPLOYEMENT FORMS OF HR DEPARTMENT 1) Application form:dealership name city post applied for applied through Full name Personal data professional background work experience and declaration 2) HR quality audit sheet: Manpower availability Training status Key HROS parameters HR practices Attrition Actionable items Signature 3) Candidate interview card:dealership name Dealership code and location
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 Name of the candidate Post applied for Date of interview PARAMETER---present ability ---clarity of communication and understanding ---attitude and confidence ---relevant work experience ---overall candidates score ---comments and remarks ---signature of interview panel

HUMAN RESOURSE PROCEDURE

1) JOINING FORMALITIES:On joining each employee will submit the following documents in the prescribed format available with the HR department 2 passport size & 1 stamp size colour photographs. copies of educational certificates. Experience certificates. Residential address proof. Salary details from the previous employer. release letter from previous organization. Medical fitness report from the dealerships authorized doctor. Open bank account for salary transfer
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 update employee record in the employee master database. 2) EMPLOYEE KIT:Handover the employee kit to the mew employees which includes Brief profile of dealership business Organization structure Uniforms Stationary visiting cards/identification card Sales and service kit EMPLOYEE HANDBOOK Its a document which details the rules and regulations of the company covering the following topics. Number of working days in the calendar year Working hours per day and the timings Number of shifts Weekly off Attendance system Code of conduct Other rules and regulations as per dealership requirements 3) PAYMENT IF SALARY: For employees > 100, the salary should be paid on or before 7 th of the next month. For employees < 100, salary should be paid on or before 7 th of the next month.
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 The pay slips must be distributed to each employee by the accounts department along with the payment of salary. 4) PROBATION AND CONFIRMATION: Identity cards should be issued to all the employees. Identity cards will be valid for a period of 3 years from the date of issuance. It is mandatory that the employee carries his ID card to the office every day. 5) IDENTITY CARDS: I cards should be issued to all the employees should be valid for a period of 3 years from the date of issuance. It is mandatory that the employee carries his ID card to the office everyday. 6) VISITING CARDS: Visiting cards to be provided to all the employees depending on their job requirements as per MSIL prescribed norms.

7) DRESS CODE: All employees will be provided with prescribed uniforms All employees are required to be in full uniform while on duty 2 uniform sets for sales personnel and 4 uniforms set for service 8) TRAVELLING POLICY
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 This policy should take care of the expenses of the employee while on official duties This would cover mode of travel, lodging, boarding, TA/DA and conveyance expenses incurred at the city of travel A limit under each expense head should be clearly indicated for each level. 9) LOCAL CONVEYANCE While performing official duty for local travel within the city or outside the city local conveyance need to be provided. This must clearly indicate the permissible mode of travel and the allowable limit of expense depending on the level. 10) COMMUNICATION EXPENSE Communication expenses made for official purposes by the employee 11) TRANSFER POLICY Transfer is the outcome of changing business demands of dealership As per the terms of appointment, employment of all employees is transferable The services of an employee can be transferred from one location to other within the city or outside the city in any part of the country 12) CONFIDENTIALITY & SECRECY Employees should be explained the need to keep business information confidential
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 All materials, manuals, handbooks should not be shared with anyone outside the dealership at the time of leaving, employee should handover the material to the relevant authority 13) FESTIVAL ADVANCES This system should be in place to provide some financial assistance to employees during festival time. Any permanent employee can take an advance once in a financial year. This advance will be recovered in 6-10 EMIs

14) GRATUITY All permanent employees are eligible for the benefit of gratuity as per the statutory provisions. As per the provisions, an employee who has completed 5 years of continuous services is entitled to get this benefit at the end of his employment. 15) PF LOAN All employees will compulsorily become member of provident fund from the date of their appointment with the company as per the employees provident fund As per the provisions of the act, all employees will be eligible for the benefits provided under various schemes.

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16)PERSONAL ACCIDENT COVER This policy will be developed to provide guidelines for dealing with employment related accidents Employment related accident means any injury that arises in the course of the employment. 17) GREIVANCE HANDLING PROCEDURES a grievance can be defined as any unattended discontent with any aspects of the organization its important to have grievance handling process as it makes the concerned employee have a sense of security and justice to settle down the grievance of employees following procedure is provided:-- constitute grievances handling cell (consists of HR manager, 2 heads from other functions). -- Any aggrieved employee may raise his grievance directly to the cell or through the immediate supervisor. -- investigate the complaint within 3 working days, collect the evidence and other supportive documents record if any. --prepare and submit the report along with recommendations to CEO Within 2 days.

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HISTORY OF MARUTI
In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the Indian middle class . Indira Gandhis cabinet passed aunanimous resolution for the development and production of a peoples car. Sanjay Gandhis company was christened Maruti limited. The name of the car was chosen after a Hindu deity named Maruti Ltd. That time Hindustan Motors Ambassador was the chief car and the company had come out with a new entrant the premier Padmini that worked slowly gaining a part of the market share dominated by the ambassador. For the next ten years the Indian car market had stagnated at a volume of 30,000to 40,000 cars for the decade ending 1983. Sanjay Gandhi was awarded the exclusive contract and license to design develop and manufacture the Peoples Car. These exclusive rights of production generated some criticism in certain quarters, which was directly targeted at Indira Gandhi. Over the next few years the company was sidelined to Bangladesh liberation war and emergency. In the early days under the powerful patronage of Sanjay Gandhi the company was provided with free land, tax breaks and funds. Till the end of1970 the company had not started the production and a prototype test model was welcomed with criticism and skepticism. The company went into liquidation IN 1977. The media perceived it to be another area of growing corruption. Unfortunately Marutis started to fly only after the death of Sanjay Gandhi, when Suzuki motors joined the government of India as a joint venture partnered with 50% share. After his death Indira Gandhi decided that the project should not be allowed to die. Marutis entered into
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this collaboration with Suzuki motors. The collaboration heralded a revolution in the Indian car industry by producing the maruti-800. It created a record of taking 13 months time to go from design to rolling out cars from a production line. The production of Maruti-800 in 1983 marked the beginning of a revolution in the Indian automobile industry. It brought in the latest technology of that time more fuel efficiency and lower prices that led to the creation of a huge market for all car segments as the Indian, middleclass grew in size. This in turn brought in more players in this segment. A number of auxiliary car parts making units were set up as more car manufacturers realized it was more cost effective to make their car parts in India rather than importing them. MARUTI SUZUKI PRODUCTS MARUTI 800

Maruti 800 is a small car with a light engine, ideal to drive in crowded cities of India. Launched way back in 1984, it created records for car sales in India. However, Maruti Udyog Limited, its maker, has now decided to phase it out. For they feel its demand would see rapid downward trend after arrival of Tata Nano.

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MARUTI OMNI

Maruti Omni launched in1984 is one of the most successful utility vehicles on Indian roads. Sporty in looks and trendy in design, Maruti Omni is a perfect family car suitable for picnics and other family outings. Plenty of space inside means that you can pack all your luggage without thinking twice, with lot of legroom and headroom. MARUTI GYPSY

Maruti Gypsy King launched in 1985 is a rough and tough vehicle, having the capacity to go nearly everywhere and in any weather. It is excellently tough, designed to move through any terrain. If you want to call the wild, you must choose Maruti Gypsy. Maruti Suzuki is proud to support the operations of our countrys defense services with the tailor made Gypsy

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king. Gypsy has proved its mottle during defense operations in the Himalayas and the Thar Desert. MARUTI ALTO

Maruti Alto, which was launched in 2000,is considered as best selling car in India, is a nice car both in terms of price and quality. A city car, it offers the combination of good fuel economy, better mileage and good performance. Specially made good choice.

MARUTI WAGON R

Maruti Wagon R launched in 2002 has been liked by the users, thanks to its ample space and powerful performance. The car is appreciated for its smooth pick-up, hassle-free start, and uniform power distribution. The swept-back headlamps and sporty tail lamps are appealing. Three-person rear seating ensures a smooth ride for five people.
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SUZUKI GRAND VITARA

Maruti Suzuki Grand Vitara, a SUV vehicle, launched in 2004, presents the attributes of off-road ability and on-road comfort. It has body structure that blends car and truck chassis designs. The vehicle can be used for typical daily urban purposes in addition to occasional recreational jaunts off the road. Past Grand Vitara models were not very successful. MARUTI SWIFT

Maruti Suzuki Swift, which was launched in May 2005, has been a huge hit in India. This compact car was an effort by Maruti to incorporate fresh design and concepts into their models. A car with eye-catching features, it is a delight to watch. Placed in the category of B-segment cars, Swift is appreciated for quality of power.

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ZEN ESTILO

Zen Estilo, a modified version of Maruti Zen, launched in 2006, is premium compact car. Estilo, borrowed from a Spanish word for style is a combination of European sophistication and Japanese simplicity. Designed to suit Indian conditions, Zen Estilo is roomier than the original Zen and sports a bigger engine.

MARUTI SUZUKI SX4

Maruti Suzuki SX4 is the second international model of Maruti Udyog Ltd to be launched in India in 2007. A sedan car of A3 segment, it has perfect combination of style, performance, safety and comfort. Large wheels and the arched bumpers add grace to its athletic presence. Power assisted rack and pinion steering make it fun to drive.

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MARUTI SWIFT DZIRE

Swift Dzire, launched in 2008, is a car that has everything you ever desired, striking, luxurious interiors and enough power to capture your heart. Just slide in the Dzire and take it for a spin. Its sure to steal many a heart , beginning with yours. MARUTI A-STAR

A-Star launched in 2008, designed to perfection, driven only to succeed. AStar has taken over the world. Made in India to meet European standards, the car symbolizes the beginning of a revolution with its unique aerodynamic styling. Powered by the latest state-of-art, light weight K-Series petrol engine, it has the best in class pick-up and segment beating mileage of 19.6 kmpl.. It is exported to many European and Non-European countries under the brand name of Suzuki Alto and Suzuki Celerio respectively.

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MARUTI SUZUKI RITZ

The Ritz launched in 2009, combines modern European design , the sportiness of the Swift , the largest in engine technology and suzukis globally acclaimed expertise in compact cars. Ritz is an exceptional blend of modern design and practicality. The interiors of the car are smartly styled providing a very comfortable space to all the people in cabin. The K12M petrol engine and 1.3 liters DDIS diesel engine powering the Ritz are supremely refined and silent with best in class fuel efficiency. Role of the Sales person He should be neatly dressed He should have knowledge about various products Features Variants Colors Prices Sales promotion campaigns Competitor products , their features , prices ,etc. Latest service and warranty policies Current availability Carry copy of ready reckoner
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Do not leave the customer unattended for more than 3 minutes

CUSTOMER CARE TEAM:

Role of the Customer Care Manager: Customer Care Manager is the leader of the customer care team. He is accountable for the sales satisfaction index of the dealership. The customer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints are recorded and resolved as soon as possible to the level of satisfaction. The customer care executives report to the customer care. Customer Care Executive:Initially does the Post Sales Follow up (PSF) and monitors the feedback Forms at the showroom Post sales follow up PSFs are done in order to get the first hand feedback form the customer about the experience that they had during the sales and delivery process. The first PSF is done within the 72 hours of delivery and the voice or exact wordings of the customer are recorded. The next PSF call is made after 15days after the vehicle is delivered. The feedback form system is a very important tool to obtain customers feedback on the experience that the customer had during the purchase of his/her car.

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Steps to be followed after receiving customer complaint: Firstly customer acre manager gives a control number to all complaints received and records the same in the customer complaints control register. Then customer acre manager gets in touch with the customer over the phone and expresses regret on the inconvenience faced by the customer Immediate action is taken to ensure that the customer complaint is resolved and writes a letter of apology The customer care manager along with the concerned DSE, then visits the customer, hands over the letter and takes satisfaction note from the customer Then he sends a copy of the letter and the satisfaction note to Maruti Udyog Ltd. And also files a copy of the same in the customer complaints register/file. Then the CCM discusses the customer complaints in the weekly meeting with the general manager on SSI with the entire showroom staff. Necessary counter measures are taken to ensure that such complaints are not repeated in future. All sales staff and managers review customer care activities on daily, weekly and monthly basis. The SSI review meet is conducted regularly.

According to Maruti A customer is the most important visitor on our premises He is not dependent on us , We are dependent on him, He is not an interruption on our work, He is the purpose of it. He is not an outsider on our business, He is

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part of it. We are not doing him a favor serving him, He is doing us a favor by giving us the Opportunity to do so How you communicate Your words Your voice Your body language Moments of truth Expectation---------------satisfaction---------------------reality If you get what you expected Expectation---------------dissatisfaction----------------reality If you get less than you expected Expectation---------------delight--------------------------reality If you get more than you expected When customers dont complain they go somewhere else. Customers dont complain. They pass on their dissatisfaction to their colleagues , family , greengrocer, suppliers , consultants, managers ,sports club, grandparents, neighbours, director, to you. 7% 35% 58%

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QUESTIONNAIRE
Personal Profile: Name: Phone number:

Q1) Knowledgeable Sales Person? a) Strongly Disagree.

b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q2) Employees Spent Enough Time With You Before Sales ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q3) Employees Spent Enough Time With You During Sales? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree
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d) Agree e) Strongly Agree

Q4) Display Of Merchandize? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q5) Availability Of The Product ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q6) Vehicle In Good Condition ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q7) Prices Are Affordable ? a) Strongly Disagree

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b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q8) Attractive Discount Offered ? a) Strongly Disagree

b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q9) Offered Test Drive ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q10) Post Sales Follow Up Done Regularly? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

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Q11) Responds To Complaints Quickly ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q12) All The Commitments Are Fulfilled ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q13) Value For Money ? a) Strongly Disagree b) Disagree c) Neither Agree Nor Disagree

d) Agree e) Strongly Agree

Q14) . Are You Aware Of The Following Facilities Provided By Maruti?

Maruti Insurance. a) Yes b) NO.

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Maruti Extended Warranty a) Yes b) NO. Maruti True Value. a) Yes b) NO. Maruti Genuine Accessories a) Yes b) NO.
Q15) What Is Your Overall Opinion About Maruti?

a) c) e)

Very Bad Neither Bad Nor Good Very Good

b) Bad d) Good

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CONCLUSION

On an average more than 73% people feel that the prices are affordable whereas 12% do not agree, 74% believe that attractive discounts are offered whereas 26% are not satisfied with the discounts offered. 20% said that the test drives are not offered and 15% said that post sales follow ups are not done regularly whereas 85% said that they were done regularly but people feel that it is the peoples car as it is satisfactory on all other parameters: knowledgeable sales persons , employees spent enough time before and during sales, display of merchandise is attractive, availability of product, variety of merchandize, vehicle in good condition, prices are affordable, attractive discounts are offered, dcor of the waiting area is pleasing, responds to complaints quickly, service at maruti service station is excellent, careful with personal information and is value for money . The overall opinion about maruti is very good

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SUGGESTIONS

More test drives should be offered. Should be more particular about Post Sales Follow Up as it shows the concern of the company with the customer.

Should put in more efforts to promote Maruti Finance, Autocard and Accessories

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