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INTRODUCTION

Automobile Industry:

Industry that produces automobiles and other gasoline-powered


vehicles, such as buses, trucks, and motorcycles. The automobile industry is
one of the most important industries in the world, affecting not only the
economy but also the cultures of the world. It provides jobs for millions of
people, generates billions of dollars in worldwide revenues, and provides the
basis for a multitude of related service and support industries. Automobiles
revolutionized transportation in the 20th century, changing forever the way
people live, travel, and do business.

The automobile has enabled people to travel and transport goods


farther and faster, and has opened wider market areas for business and
commerce. The auto industry has also reduced the overall cost of
transportation by using methods such as mass production (making several
products at once, rather than one at a time), mass marketing (selling products
nationally rather than locally), and globalization of production (assembling
products with parts made worldwide). From 1886 to 1898, about 300
automobiles were built, but there was no real established industry. A century
later, with automakers and auto buyers expanding globally, automaking
became the world's largest manufacturing activity, with nearly 58 million
new vehicles built each year worldwide.

As a result of easier and faster transportation, the United States and


world economies have become dependent on the mobility that automobiles,
trucks, and buses provide. This mobility allowed remote populations to
interact with one another, which increased commerce. The transportation of
goods to consumers and consumers to goods has become an industry in
itself. The automobile has also brought related problems, such as air
pollution, the emission of greenhouse gases that contribute to global
warming, congested traffic, and highway fatalities. Nevertheless, the
automobile industry continues to be an important source of employment and
transportation for millions of people worldwide.

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Automobile India
The history of the automobile industry in India actually began about
4,000 years ago when the first wheel was used for transportation. In the early
15th century, the Portuguese arrived in China and the interaction of the two
cultures led to a variety of new technologies, including the creation of a
wheel that turned under its own power. By the 1600s, small steam-powered
engine models were developed, but it was another century before a full-sized
engine-powered automobile was created.

The dream a carriage that moved on its own was realized only in the
18th century when the first car rolled on the streets. Steam, petroleum gas,
electricity and petrol started to be used in these cars.

The automobile, as it progressed, was a product of many hands, of


revolutionary concepts, and of simple, almost unnoticed upgrading. India's
transport network is developing at a fast pace and the automobile industry is
growing too. The automobile industry also provides employment to a large
section of the population. Thus the role of automobile industry cannot be
overlooked in Indian Economy. All kinds of vehicles are produced by the
automobile industry. It includes the manufacture of trucks, buses, passenger
cars, defense vehicles, two-wheelers, etc. The industry can be broadly
divided into the car manufacturing, two-wheeler manufacturing and heavy
vehicle-manufacturing units.

The major car manufacturers in India are Tata Motors, Hindustan


Motors, Maruti Udyog, Fiat India Private Ltd., Ford India Ltd., General
Motors India Pvt. Ltd., Honda Siel Cars India Ltd., Hyundai Motors India
Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd., to name just a
few.

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Objectives of study

• To know the factors influencing on after sales service of the TATA

Motors in AUTOFIN LIMITED

• To know whether the dealer renders after sales service, how fat the

consumer is satisfied with it.

• To know the customer perception towards the service.

• To know the dealer performance.

• To know whether the problem is resolving completely at service

station.

• To know whether the vehicle is delivering on time at service station.

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Scope and limitations of the study
• The scope is very limited because attitude of the people change

according to the time.

• The study is restricted to both Hyderabad and Ranga Reddy Dist and

that to among 100 respondents.

• The study is conducted for 45 days.

• The study is restricted to certain area. So it could not give an accurate

picture about Andhra Pradesh of India.

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RESEARCH METHODOLOGY

Research is the plan structure & strategy for investigation conceived


to answer to research question & control variance. It is the overall operation
pattern to framework of project that stipulated the information to be
collected from which sources by word procedure. What are the two possible
sources of data for securing in the above mentioned information in the
primary & secondary data.

Research design: the study undertaken to access the after sales service of
TATA owners in Hyderabad and R.R.Dist.

Research procedure: the questionnaire designed for the study in the


structured & disguised in nature. It consists of multiple choice & short
questions.

Data: information required for the project is mainly primary data. The
information was collected by survey method. With the help of questionnaire
by meting various car owners (TATA).

Secondary data is collected form the company journals, magazines,


broachers & websites.

Sample design: the sampling unit was confined to end consumers of the
product i.e. TATA car owners to know there satisfaction level regarding
performance of car performance of car and service.

Sample universe: the survey was done in Hyderabad and R.R.D.ist only
according to my convenience. It is not giving the complete picture of Andhra
Pradesh (or) India.
Sample frame/unit: professionals, business people, employees etc, who are
using TATA Cars.

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Sample size: the total sample size is 100 only.

Sample method: the information is planned to be collected by sample


method, the sample method followed is random sampling method. The
probability random sampling method is stratified random sampling.

Analytical Method: simple percentage method is used for the analysis


purpose.

Period of study: study is during the month of November & December 2007.

Data collection:

The information is collected through questionnaires and personal interviews.


And the information of customers is known by company’s service sheet and
the free service sheet.

A Direct structure questionnaire has been asked to all the respondents in the
sample followed by direct personal interviews.

Duration of day 45 days.

Descriptive Studies:

In descriptive studies, when the researcher is interested in knowing the


characteristics of certain groups such as age. Sex, educational level
occupation of income, a descriptive study is necessary. Descriptive studies
are well structured. It is therefore, necessary that the researcher gives
sufficient thought to framing research questions and deciding the types of
data to he collected and the procedure to be used for this purpose-The
objective of such a study is to answer the “who, what and how” of the
subject under investigation.

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SOURCES OF DATA:

A classification of data is very important procedure in this concept. The


collected data can be classified into two types.

1. primary data

2. secondary data

Primary data

The primary data is very important source for to make suggestions to


the title obtained. This data can be collected in various methods like survey,
interviewing, feedback, i.e. Group Discussion etc., for collection of primary
data the survey method is used, which involved predetermined questions.
The structured questionnaire contained a form list of question framed so as
to get the facts. But it involves high risk and huge expensive method to get
the facts.

Secondary Data

Collection of secondary data is very easy compared with primary data.


But this data is also very important for the growth of an organization, to
predict the future and will help to make the future plan regarding sales and
improve the measures of sales.

This data can be collected form the magazines. Annual reports of the
organization and other published data.

Sample procedure

The sample size consists of 100 consumers. The sample consists of


Businessman, Doctors, Engineers, Officers and Contractors etc.

The survey was conducted in the form of an interview among


randomly chosen sample of 100 consumers of TATA customers Sample size
form the dealer randomly.

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Need of the study

The Indian automobile industry is witnessing changes like never


before. The Indian consumer is changing with new players entering the
market and increasing availability of service, the consumer is demanding
more. Now the question is where TATA Motors stands in this scenario?
TATA Motors is the only company that maintenance good relationship with
there customers and providing good service, well as presenting the market
with a range of cars by cars by introducing different models, and to provide
better after sales service to there customers. TATA Motors has increased its
service stations all over the country, and that’s why TATA Motors is ranked
as No.1 in customer satisfaction. And to maintain relationship with there
customers TATA Motors is providing 24 hours service to there customers
after introducing may services, how fat the consumer is satisfying with it,
and to know after sales service of TATA car owners opinion on the service
and the performance of the dealer.

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COMPANY PROFILE

Tata Motors Limited is India's largest automobile company, with


revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader
by far in commercial vehicles in each segment, and the second largest in the
passenger vehicles market with winning products in the compact, midsize
car and utility vehicle segments. The company is the world's fifth largest
medium and heavy commercial vehicle manufacturer, and the world's
second largest medium and heavy bus manufacturer.

The company's 22,000 employees are guided by the vision to be "best


in the manner in which we operate, best in the products we deliver, and best
in our value system and ethics." Tata Motors helps its employees realise
their potential through innovative HR practices. The company's goal is to
empower and provide employees with dynamic career paths in congruence
with corporate objectives. All-round potential development and performance
improvement is ensured by regular in-house and external training. The
company has won several awards recognising its training programmes.

Established in 1945, Tata Motors' presence indeed cuts across the


length and breadth of India. Over 4 million Tata vehicles ply on Indian
roads, since the first rolled out in 1954. The company's manufacturing base
is spread across India - Jamshedpur (Jharkhand) in the east, Pune
(Maharashtra) in the west, and in the north in Lucknow (Uttar Pradesh) and
Pantnagar (Uttarakhand). A new plant is being set up in Singur (close to
Kolkata in West Bengal) to manufacture the company's small car. The
nation-wide dealership, sales, services and spare parts network comprises
over 2,000 touch points. The company also has a strong auto finance
operation, TML Financial Services Limited, supporting customers to
purchase Tata Motors vehicles.

Tata Motors, the first company from India's engineering sector to be


listed in the New York Stock Exchange (September 2004), has also emerged
as an international automobile company. In 2004, it acquired the Daewoo
Commercial Vehicles Company, Korea's second largest truck maker. The
rechristened Tata Daewoo Commercial Vehicles Company has launched

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several new products in the Korean market, while also exporting these
products to several international markets. Today two-thirds of heavy
commercial vehicle exports out of South Korea are from Tata Daewoo. In
2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed
Spanish bus and coach manufacturer, with an option to acquire the
remaining stake as well. Hispano's presence is being expanded in other
markets. In 2006, it formed a joint venture with the Brazil-based Marcopolo,
a global leader in body-building for buses and coaches to manufacture fully-
built buses and coaches for India and select international markets. Tata
Motors also entered into a joint venture in 2006 with Thonburi Automotive
Assembly Plant Company of Thailand to manufacture and market the
company's pickup vehicles in Thailand. In 2006, Tata Motors and Fiat Auto
formed an industrial joint venture at Ranjangaon (near Pune in Maharashtra,
India) to produce both Fiat and Tata cars and Fiat powertrains for the Indian
and overseas markets; Tata Motors already distributes and markets Fiat
branded cars in India. In 2007, Tata Motors and Fiat Auto entered into an
agreement for a Tata license to build a pick-up vehicle bearing the Fiat
nameplate at Fiat Group Automobiles' Plant at Córdoba, Argentina. The
pick-up will be sold in South and Central America and select European
markets.

These linkages will further extend Tata Motors' international


footprint, established through exports since 1961. While currently about
18% of its revenues are from international business, the company's objective
is to expand its international business, both through organic and inorganic
growth routes. The company's commercial and passenger vehicles are
already being marketed in several countries in Europe, Africa, the Middle
East, Australia, South East Asia and South Asia. It has assembly operations
in Malaysia, Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the company’s growth is a deep understanding of


economic stimuli and customer needs, and the ability to translate them into
customer-desired offerings through leading edge R&D. The R&D
establishment includes a team of 1400 scientists and engineers. The
company's Engineering Research Centre was established in 1966, and has
facilities in Pune, Jamshedpur and Lucknow. The ERC has enabled
pioneering technologies and products. It was Tata Motors, which developed
the first indigenously developed Light Commercial Vehicle, India's first
Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

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indigenous passenger car. Within two years of launch, Tata Indica became
India's largest selling car in its segment. The ERC in Pune, among whose
facilities are India's only certified crash-test facility and hemi-anechoic
chamber for testing of noise and vibration, has received several awards from
the Government of India. Some of the more prominent amongst them are the
National Award for Research and Development Efforts in Industry in the
Mechanical Engineering Industries sector in 1999, the National Award for
Successful Commercialization of Indigenous Technology by an Industrial
Concern in 2000, and the CSIR Diamond Jubilee Technology Award in
2004.

The company set up the Tata Motors European Technical Centre


(TMETC) in 2005 in the UK. TMETC is engaged in design engineering and
development of products, supporting Tata Motors' skill sets. Tata Daewoo
Commercial Vehicle Company and Hispano Carrocera also have R&D
establishments at Gunsan in South Korea and Zaragoza in Spain.

The pace of new product development has quickened through an


organization-wide structured New Product Introduction (NPI) process. The
process with its formal structure for introducing new vehicles in the market,
brings in greater discipline in project execution. The NPI process helped
Tata Motors create a new segment, in 2005, by launching the Tata Ace,
India’s first indigenously developed mini-truck. The years to come will see
the introduction of several other innovative vehicles, all rooted in emerging
customer needs. Besides product development, R&D is also focusing on
environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and


automotive solutions, construction equipment manufacturing, automotive
vehicle components manufacturing and supply chain activities, machine
tools and factory automation solutions, high-precision tooling and plastic
and electronic components for automotive and computer applications, and
automotive retailing and service operations.

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True to the tradition of the Tata Group, Tata Motors is committed in
letter and spirit to Corporate Social Responsibility. It is a signatory to the
United Nations Global Compact, and is engaged in community and social
initiatives on labour and environment standards in compliance with the
principles of the Global Compact. In accordance with this, it plays an active
role in community development, serving rural communities adjacent to its
manufacturing locations.

With the foundation of its rich heritage, Tata Motors today is etching
a refulgent future.

ABOUT US
Powered by a pioneering spirit and a chain of constant innovations for
over 50 years, Tata Motors Limited (TML) has redefined the art of building
motor vehicles. Today, Tata Motors Limited is the sixth largest medium and
heavy commercial vehicle manufacturer in the world, with a significant
presence in Asia, Europe, Africa and Latin America.

World-class auto components are the backbone of all world-class


vehicles. Keeping this in mind, Tata Motors Limited has collaborated with
major players in the Auto Industry. The Joint Venture with Cummins,
associations with companies like Johnson Controls, Toyo Radiators, Chuo
Springs, Ficosa, Yazaki, Yutaka-Giken, Sungwoo Hitech, Owens Coring,
Knorr-Bremse, Farurecia and Menzolit Fibron, reaffirm Tata Motors
commitment to delivering higher productivity and profitability to the
transportationindustry.

Tata Motors Limited marked its emergence as a strong multi-national


player with the acquisition of the Daewoo Commercial Vehicles Plant in
March 2004. The robotized factory at Gunsan in South Korea, bus-body
manufacturing plants in Ukraine and South Africa and assembly plants in
Bangladesh and Malaysia, are testimony to the strong presence of Tata
Motors Limited across the world.

The Company also gained enhanced credibility as a global


powerhouse when the Government of Senegal approached Tata Motors
Limited for technological assistance in setting up a bus-body plant at Thies.

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Right from the earliest trucks that helped move goods around the
country, to chassis for buses that virtually form the backbone of the Indian
public transport system today, Tata vehicles have, quite literally, moved the
nation ahead. Tata Motors is India's only fully integrated automobile
manufacturer with a portfolio that covers trucks, buses, utility vehicles and
passenger cars. With over 3 million

GreenMatters:
Tata Motors,a Company that cares about the future... True to the
tradition of the Tata Group, Tata Motors is committed in letter and spirit to
Corporate Social Responsibility. It is a signatory to the United Nations
Global Compact, and is engaged in community and social initiatives on
labour and environment standards in compliance with the principles of the
Global Compact. In accordance with this, it plays an active role in
community development, serving rural communities around its
manufacturing locations.

Tata Motors believes in technology for tomorrow. Our products


stand testimony to this. Our annual expenditure on R&D is approximately
2% of our turnover. We have also set up two in-house Engineering Research
Centers that house India's only Certified Crash Test Facility. We ensure that
our products are environmentally sound in a variety of ways. These include
reducing hazardous materials in vehicle components, developing extended
life lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has
been making conscious effort in the implementation of several
environmentally sensitive technologies in manufacturing processes. The
Company uses some of the world's most advanced equipment for emission
check and control.

Tata Motors concern is manifested by a dual approach -


1) Reduction of environmental pollution and regular pollution control drives
2) Restoration of ecological balance.

Our endeavors towards environment protection are soil and water


conservation programmers and extensive tree plantation drives. Tata Motors
is committed to restoring and preserving environmental balance, by reducing
waste and pollutants, conserving resources and recycling materials.

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Reducing Pollution:
Tata Motors has been at the forefront of the Indian automobile
industry's anti-pollution efforts by introducing cleaner engines. It is the first
Indian Company to introduce vehicles with Euro norms well ahead of the
mandated dates. Tata Motors’ joint venture with Cummins Engine
Company, USA, in 1992, was a pioneering effort to introduce emission
control technology for India. Over the years, Tata Motors has also made
investments in setting up of an advanced emission-testing laboratory.

With the intention of protecting the environment, Tata Motors has


upgraded the performance of its entire range of four and six cylinder engines
to meet international emission standards. This has been accomplished with
the help of world-renowned engine consultants like Ricardo and AVL. These
engines are used in Tata Motors vehicles in the Indian market, as well as in
over 70 export markets.

Tata Motors is constantly working towards developing alternative


fuel engine technologies. It has manufactured CNG version of buses and
followed it up with a CNG version of its passenger car, the Indica.

Restoring Ecological Balance:


Tata Motors has set up effluent treatment facilities in its plants, to
avoid release of polluted water into the ecosystem. In Pune, the treated water
is conserved in lakes attracting various species of birds from around the
world thus turning the space into a green belt.

Tree plantation programmers involving villagers and Tata Motors


employees; have turned acres of barren village green. Tata Motors has
planted as many as 80,000 trees in the works and the township and more
than 2.4 million trees have been planted in Jamshedpur region. Over half a
million trees have been planted in the Poona region. Tata Motors has
directed all its suppliers to package their products in alternate material
instead of wood.

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End of Life Vehicle Treatment and Recycling:
India is a recycling society with many people making value out the
recovery of waste materials discarded from products at the end of their
useful life.

However, Europe, and some other export markets, have


recognized that they have become a 'throwaway' society in recent decades,
and are now introducing waste prevention regimes in different industry
sectors to collect and recycle valuable resource rather than it ending up in
landfill.

In the Automotive sector, the European End of Life Vehicle


(ELV) Directive, points responsibility for this issue to vehicle
manufacturers, and the scrap car recovery industry. Similar regulations are
being introduced in Japan and Korea.

Naturally, Tata Motors has already met the 'producer


responsibility' aspects of the ELV Directive, such as compliance to Heavy
metals and other hazardous substance restrictions. Also, material code
marking of plastic parts has been introduced to aid achievement of
demanding European recycling targets.

Central to this European regulation is for manufacturers to


provide free take-back networks for environmentally sound treatment of
Elves. Last owner contacts for access to Tata Motors subscribed take-back
schemes can be found in: www.tatamotors.com/takeback.php

Only specially authorized vehicle dismantler and shredder


operators are allowed to treat ELVs in Europe, and they have access to Tata
Motors ELV treatment information by registering on:

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COMMUNITYDEVELOPMENT:
The Company's Community Service Division works through
various societies to improve the conditions of neighboring villages -
encouraging economic independence through self-initiated cottage industries
and contributing to community and social forestry, road construction, rural
health, education, water supply and family planning.

Tata Motors has been making numerous well-planned efforts in the


area of rural development, with specific focus on the following:

Health & Sanitation:


Mobile health service staff provides preventive and curative health
services under the "Health for All" programme. They train village health
workers in conducting the same. Safe drinking water facilities are provided
to ensure health of the villagers.

Employment Generation
Tata Motors encourages self-sufficiency with the aim to improving
the confidence, morale and lives of its employees and their dependents. The
Company has worked on some novel ideas around its townships. Employees'
relatives at Pune have been encouraged to form various industrial co-
operatives engaged in activities such as re-cycling of scrap wood into crates
and furniture, welding, steel scrap baling, battery cable assembly etc. The
Tata Motors Grihini Social Welfare Society caters to employees' women
dependents'. The women folk make a variety of products, ranging from
pickles and uniforms to electrical cable harnesses etc.

Community Centers:
These centers are situated in various parts of Jamshedpur, Pune and
some of their neighboring towns. The centers regularly organize various
programmers & neighboring populations are encouraged to participate in
these activities.

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Some of our Services:
• Comprehensive AC repairs conducted using modern AC charging
machines.
• Comprehensive accidental repairs done by experts in Body and Paint
shop Technology
• Value Added Services - Car Care Treatments, Anti Rust Applications,
18 + 18 / 18 + 30 extended Warranty benefits, fuel additives, engine
decarburizing, etc.
• Service Packages - Gold club member ship, Annual Maintenance
contract, Annual Scheduled Service contract, Vehicle Health checkup
plan, etc.

Availability of “Value for Money” Reconditioned aggregates like engines,


power steering, AC compressors (Reconditioned by OEMs)

• workshops
• Qualified and trained Technicians, Service Advisors and Customer
Relationships Officers.
• Use of special tools and quality parameters for repairs.
• Best in industry labour charges.
• 24 hours helpline and a breakdown help line vehicle
• 100% assurance of usage of genuine Tata Motors spare parts.
• Usage of specially blended lubricants and long lasting paints
• 1 year warranty on workmanship on all kinds of repairs

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Dear Customer
As a valued Tata Motors' Customer, you are entitled to get following support
from this workshop:

» Quality servicing / repairs of your car!

• Free repair of the complaint that reappears within 3000 kms or 1


month (whichever is earlier) after being attended at this set-up.

» Quality washing of your car!

• If you are not satisfied with the washing quality of your car, we will
clean it again to your satisfaction!

» On-time delivery!

• If you do not get your car back on the promised day*; we will waive
off 10% on the labour bill of your car!

*In case of increase in job content / parts not available. Service


Advisor will intimate you the revised delivery date & time in advance

» Follow-up call after service!

• This workshop wills contact you on the 4th day after the delivery of
the vehicle, to ensure your satisfaction with the service. Hence, we
request you to provide us your latest phone number.

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RECOMMENDED PRODUCT

If you do not get the above services, please let us know through
the "Customer's Voice" form kept near the drop box. It has been our
objective and our Endeavour to introduce high quality lubricants and
coolants time and again for the benefit of esteemed customers like you.
These quality lubricants are of superior quality and are rigorously tested at
our Engineering Research Centre, Pune. Use of the same in your vehicles
ensures superior engine and other aggregate performance and enhances its
life.

We have tied up with M/s Castrol India Ltd, M/s Hindustan


Petroleum Ltd, M/s Exxon Mobil Lubricants Pvt Ltd & M/s SCCI India Pvt
Ltd for supply of these lubricants and Coolants in the Dealer / Tata
Authorized Service Centre workshops.

Our Partners in this Endeavour

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ORGANIZATION PROFILE
Brief History of “AUTO FIN LIMITED” HYDERABAD

The AUTOFIN LIMITED was established in November, 05, 2005.


They are the authorized Dealers for all kinds of TATA Cars in the territory
of Andhra Pradesh. The chairman of AUTOFIN LIMITED is Gautham Jain,
Managing Director is Varun Jain. They have 3 sales outlets and 1 workshop
in twin cities. The shorooms are located in prime localities at:

 Medical Highway, Bowenpally, Secunderabad.

 Salem nagar colony, Malakpet, Hyderabad.


 Opp:Paradise Hotel, Paradise, Secunderabad.

The AUTOFIN LIMITED is Having 18,000 Sft workshop of high


standards is located in Bowen Pally. It is not only one of the largest in
India, but also one of the most well equipped and modern work shops.
Manned with a team of technicians with vast knowledge & experience,
most of them are trained at TATA plant. All vehicles are repaired &
subsequently pass through internal quality check for workmanship. They
are assured of genuine spares and timely deliveries. And one work shop
is located at

 Medical highway, Bowenpally, secunderabad.

The average fiscal sales for the year 2006-07 were approximately
4000 vehicles and turnover of around 120 crores. They received the
following Awards for Excellence.

 Rated as the best decorated show room for 3 times


 No. 1 in sales in South India.

Auto fin limited is today among the top 10 TATA dealers in customer
satisfaction and service.

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HISTORY

It has been a long and accelerated journey for Tata Motors, India's
leading automobile manufacturer. Some significant milestones in the
company's journey towards excellence and leadership.

1945 to 1950

 Tata Engineering and Locomotive Co. Ltd. was established to


manufacture locomotives and other engineering products.
 Steam road roller introduced in collaboration with Marshall Sons
(UK).

1951 to 1960

 Collaboration with Daimler Benz AG, West Germany, for


manufacture of medium commercial vehicles. The first vehicle
rolled out within 6 months of the contract.
 Research and Development Centre set up at Jamshedpur.

1961 to 1970

 Exports begin with the first truck being shipped to Ceylon, now Sri
Lanka.
 Setting up of the Engineering Research Centre at Pune to provide
impetus to automobile Research and Development.

1971 to 1980

 Introduction of DI engines.
 First commercial vehicle manufactured in Pune.

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1981 to 1990

 Manufacture of Heavy Commercial Vehicle commences.


 First hydraulic excavator produced with Hitachi collaboration.
 Production of first light commercial vehicle, Tata 407,
indigenously designed, followed by Tata 608. .

1991 to 2000

• Launch of the 1st indigenous passenger car Tata Sierra.


• TAC 20 crane produced.
• One millionth vehicle rolled out.
• Launch of the Tata Estate.
• Joint venture agreement signed with Cummins Engine Co. Inc. for
the manufacture of high horsepower and emission friendly diesel
engines.
• Launch of Tata Sumo - the multi utility vehicle.
• Launch of LPT 709 - a full forward control, light commercial
vehicle.
• Joint venture agreement signed with M/s Daimler - Benz /
Mercedes - Benz for manufacture of Mercedes Benz passenger
cars in India.
• Joint venture agreement signed with Tata Holset Ltd., UK for
manufacturing turbochargers to be used on Cummins engines.
• Mercedes Benz car E220 launched.
• Tata Sumo deluxe launched.
• Tata Sierra Turbo launched.
• 100,000th Tata Sumo rolled out.
• Tata Safari - India's first sports utility vehicle launched.
• 2 millionth vehicles rolled out.
• Indica, India's first fully indigenous passenger car launched.
• 115,000 bookings for Indica registered against full payment within
a week.
• Commercial production of Indica commences in full swing.
• First consignment of 160 Indicas shipped to Malta.
• Indica with Bharat Stage 2 (Euro II) compliant diesel engine
launched.
• Utility vehicles with Bharat 2 (Euro II) compliant engine launched.

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• Indica 2000 (Euro II) with multi point fuel injection petrol engine
launched. .

2001 to 2004

• Indica V2 launched - 2nd generation Indica.


• 100,000th Indica wheeled out.
• Launch of CNG Indica.
• Launch of the Tata Safari EX
• Indica V2 becomes India's number one car in its segment.
• Exits joint venture with Daimler Chrysler.
• Unveiling of the Tata Sedan at Auto Expo 2002.
• Petrol version of Indica V2 launched.
• Launch of the EX series in Commercial vehicles.
• Launch of the Tata 207 DI.
• 2,00,000th Indica rolled out.
• 5,00,000th passenger vehicle rolled out.
• Launch of the Tata Sumo'+' Series
• Launch of the Tata Indigo.
• Tata Engineering signed a product agreement with MG Rover of the
UK.

• Launch of the Tata Safari Limited Edition.


• The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.
• On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering
becomes Tata Motors Limited.
• 3 millionth vehicle produced.
• First City Rover rolled out
• 135 PS Tata Safari EXi Petrol launched
• Tata SFC 407 EX Turbo launched
• Tata Motors unveils new product range at Auto Expo '04.
• New Tata Indica V2 launched
• Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign
investment agreement
• Indigo Advent unveiled at Geneva Motor Show
• Tata Motors completes acquisition of Daewoo Commercial Vehicle
Company
• Tata LPT 909 EX launched
• Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the
heavy duty truck 'NOVUS' , in Korea

23
• Sumo Victa launched
• Indigo Marina launched
• Tata Motors lists on the NYSE

2005

• Tata Motors rolls out its 500,000th Passenger Vehicle


• The Tata Xover unveiled at the 75th Geneva Motor Show
• Branded buses and coaches - Starbus and Globus - launched
• Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish
bus manufacturing Company
• Tata Ace, India's first mini truck launched
• Tata Motors wins JRD QV award for business excellence.
• The power packed Safari Dicor is launched
• Introduction of Indigo SX series - luxury variant of Tata Indigo
• Tata Motors launches Indica V2 Turbo Diesel.
• One millionth passenger car produced and sold
• Inauguration of new factory at Jamshedpur for Novus
• Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched
Launch of Tata Novus
• Launch of Novus range of medium trucks in Korea, by Tata
• Daewoo Commercial
• Vehicle Co. (TDCV)

2006

• Tata Motors unveils new long wheel base premium Indigo & X-over
concept at Auto Expo 2006
• Indica V2 Xeta launched
• Passenger Vehicle sales in India cross one-million mark
• Tata Motors and Marco polo, Brazil, announce joint venture to
manufacture fully built buses & coaches for India & markets abroad
• Tata Motors first plant for small car to come up in West Bengal
• Tata Motors extends CNG options on its hatchback and estate range
• TDCV develops South Korea's first LNG-Powered Tractor- Trailer
• Tata Motors and Fiat Group announce three additional cooperation
agreements
• Tata Motors introduces a new Indigo range

24
2007
 Tata Motors launches the long wheel base Indigo XL, India's first
stretch limousine

 Tata Motors' integrated Customer Relationship Management


(CRM)- Dealer Management System (DMS) initiative crosses the
significant milestone of covering 1000 locations in India and
abroad.

 Tata Motors introduces Magic & Winger - creates new segments in


urban and rural passenger transportation.

FEATURES
Mission, vision and values

Tata Motors constantly looks for ways to offer the customer the best
value for money. Beginning with a single truck model way back in the
1950s, today we have over 150 models and variants of vehicles, designed to
transport goods and passengers. Our commercial vehicles can haul loads
ranging from 2 tonnes to 40 tonnes. Likewise we have mini buses that can
seat 12 people and buses that can accommodate as many as 60. Tippers,
Tractor-trailers, 4x4 off road vehicles, multi-utility vehicles-our range are
vast.

A significant breakthrough has been the development and


commercialization of the truly Indian cars- Tata Indica and Tata Indigo.

Our vehicles are capable of meeting stringent Euro norms. And we


have been able to do so by using technology, which is environmentally
sustainable.

Browse through our product range below to know more about our
International market models.

25
Previous news& achivements

December 2007

• Tata Motors introduces its new range of medium and Heavy


commercial
• Tata Motors, Fiat jointly participating at New Delhi Auto Expo ...
• Total vehicle sales at 46,947 nos.

November 2007

• Tata Motors rolls out its one millionth car off the Indica ...
• Total vehicle sales at 49,354 nos. grow by 13%

October 2007

• Consolidated Net Revenue grows by 6.22% to Rs.8205.23 crores in


2nd ...
• Tata Motors flags off initiative to support primary and secondary ...
• Tata Motors Limited - Board Meeting
• Tata Motors launches Indica V2 Turbo with dual airbags and ABS
• Tata Motors launches new extra fuel efficient Sumo Victa Turbo DI ...
• Fiat Group and Tata Motors announce establishment of Joint Venture
in.
• Tata Motors launches new Safari range with new generation 2.2 liter
• Total vehicle sales at 48,347 nos.

September 2007

• Announcement from Tata Motors


• Tata Motors appoints 1st batch of 17 Singur Youth
• Total vehicle sales at 45,144 nos.

26
August 2007

• Tata Motors to expand product range offering


• Appointment of Independent Non-Executive Director
• Total vehicle sales at 42,098 nos.

July 2007

• Tata Motors Consolidated Net Revenue grows by 13% to


Rs.7631.28...
• Tata Motors bags National Award for Excellence in Cost
Management
• Total vehicle sales at 44,317 nos.

June 2007

• Tata Motors prices a US$ 450 Million (excluding Green Shoe Option)
• Tata Motors begins health camps in Singur
• Raising of additional long term resources in the international market
• Tata Motors introduces Magic and Winger
• Total vehicle sales at 42,558 nos. Year-on-Year increase 3%; ...

May 2007

• Tata Motors CRM-DMS initiative crosses the 1000th location


milestone
• P.M. TELANG APPOINTED EXECUTIVE DIRECTOR
• Consolidated Revenue in 2006-07 grows by 36% to Rs.36987.82
crores ...
• Tata Motors establishes another benchmark with Tata Indigo – ...
• Tata Motors Limited - Board Meeting
• Tata Indigo XL’s range expanded
• Total vehicle sales at 40,486 nos., up 11% Exports up 13%

27
April 2007

• Tata Motors Announces Upgraded Entry Utility Vehicle Range


• Delhi High Court upholds DTC order of 500 low-floor buses from
Tata ...
• Tata Motors launches mini truck - ‘Tata ACE’ - in Nepal
• Tata Motors to supply 500 state-of-the-art low-floor buses for Delhi
• Fiat announces the launch of the new Polio Stile
• Maharashtra Chief Minister inaugurates Fiat's new production facility
• Tata Motors posts sale of 5,79,378 nos. in 2006-07, highest ever by ...

March 2007

• Tata Motors rolls out the 100,000th Ace in just 22 months Sales...
• First ever SAARC Car Rally flagged off from Bangladesh Tata
Motors is...
• Statement on Tata Motors Small Car Project
• Tata Motors unveils the Tata Elegant Concept
• Total vehicle sales at 53,707 nos., up 19%

February 2007

• 204 Singur residents take test for advanced training


• Tata Motors receives Golden Peacock Global Award for Corporate
Social ...
• Fiat and Tata announce agreement for pick-up production in
Argentina
• Iveco and Tata Motors explore strategic alliance opportunities
• Tata Motors selects second batch of trainees from among Singur
• 5Second batch of ITI-educated Singur youth take tests for Tata
Motors ...
• Tata Motors extends its common rail diesel (DICOR) engine to the
• First self-help group of Singur women start food supply for Tata ...
• An engine which uses air as fuel
• Total vehicle sales at 55,440 nos., up 19%

28
January 2007

• Singur community comes forward for Tata Motors Small Car plant;
About ...
• Tata Motors Revenue Growth of 37% at Rs.6957 Crores
• Tata Motors sales cross half a million mark in 2006
• Tata Motors begins initial steps for construction of Small Car plant ...
• Plant commissioned in Pakistan to assemble Tata Daewoo trucks
• Tata Motors launches the long wheel base Indigo XL, India’s first ...
• New 2007 Indica V2 range launched
• Tata Motors selects first batch of trainees from among Singur ...
• Total vehicle sales at 48, 792 nos., up 37% Exports u

29
BOARD OF DIRECTORS

Name of the Category Attedence As on march 31 2009 Share


director at meetings -
No.of Commite holdi
direct positions ng
Boa Gene orshi Mem Chairm
rd ral ps ber en
Ratan N tata Non-Executive 8 Yes 14 - - 5328
Chairman, 8
NA Soonawala Non-Executive, 8 Yes 6 - 3 0
Promoter
JJ Irani Non-Executive, 7 Yes 11 2 - 1850
Pormoter
JK Setna Non-Executive, 2 Yes - - - 0
Independent
VR mehta Non-Executive, 8 Yes 6 2 3 9332
Independent
R Non-Executive, 5 Yes 11 4 - 3750
Gopalakirshnan Pormoter
NN Wadia Non-Executive, 4 Yes 10 1 - 0
Independent
SA Naik Non-Executive, 8 Yes 2 1 1 1310
Independent
SM Palia Non-Executive, 6 Yes 9 2 4 200
Independent
Ravi kanth Managing Director 8 Yes 6 1 - 0
Praveen P Executive Director 8 Yes 9 7 - 1227
Kadle

30
PRODUCT DETAILS
Four models for Tata Indica V2:-

Indica V2 DLX:

Power steering, Central locking system, four power window. About


convenience of driving, HVAC system provides good cooling effect. Door
handles, body colored bumpers, ORVM and wheel arch flair are few more
advantages.

Indica V2 DLG:

This model have body colored bumpers, the wheel arch flairs, internally
adjustable OVRM and central locking system. Front windows are power
windows. To avoid the scorching heat in a summer days, HVAC system of
cooling can soothe anybody inside the car.

Indica V2 DLS:

Power steering and other features like internally adjustable OVRM, sill
valence, body colored bumpers, and the wheel arch flair have made this car
comfortable and secured for driving.

Indica V2 DLE:

Adjustable internally OVRM on the driver's side, sill valence, grey wheel
arch flairs add a new touch in terms of security as well as elegance.

31
Indica V2 Xeta GLX:

Central locking system, Power steering , Four power windows. HVAC


system gives nice cold feelings. Body colored bumpers, OVRMs, door
handles and the wheel arch flairs.

Indica V2 Xeta GLG:

With the different looks and almost with the alike features of the GLX. It has
front power window facility.

Indica V2 Xeta GLS:

Power steering, Body colored bumpers, Internally adjustable OVRM, sill


valence, wheel arch flairs.

Indica V2 Xeta GLE:

Sill valence, grey wheel arch flairs and internally adjustable OVRM on the
side of the driver.

Four models for Tata Indica V2 Turbo:

Indica V2 Turbo DLG

DLG with its power steering and front power windows is a very
comfortable car with its HVAC system of cooling and, is reliable car with its
central locking system.

32
Indica V2 Turbo DLX:

DLX is the most advanced version of Indica V2 Turbo for its added
few features along with the features of DLG. Its leathered wrapped steering,
luxurious seats and adjustable headrest provide total comfort of long-
driving.

Indica V2 Xeta

The new Indica Xeta. Its extra Efficiency Torque Advantage petrol
engine delivers 12.4 kgm torques, for a smoother and more responsive drive.
With instant pick up and fewer gear changes in stop-start city traffic.

The technologically superior MPFI engine comes with a 32-bit


microprocessor, and sports 12 sensors, including a knock control sensor to
reduce damage from adulterated fuel. The result? Even more enjoyable long
drives, with a frugal fuel consumption at 14 kmpl.

Its spacious cabin - the biggest in its class, seats three people comfortably in
the rear, with ample elbow room and generous leg room. The luxurious
beige interiors come as a standard feature Step into the Xeta. You'll realize
why the Indica Xeta is not just a common car.

Indica V2

Uniquely styled and innovatively packaged, the Indica is designed and


engineered to meet the highest standards of international quality and also to
stand up to the tough demands of Indian roads and weather conditions.
Every feature of the car reflects a deep understanding of the Indian market
and promises much more than any other car in its category.

The Indica is brought to you by TATA Motors, the people who know India
like no one else does. So when you get behind the wheel of an Indica, you
can feel proud about driving one of the finest cars in the country.

33
Indica Turbo

The new Indica V2 Turbo is the only car in the B segment to offer a Turbo
charger. The car features a Turbo diesel engine that delivers an improved top
speed and an enhanced output of 68PS @ 4500 rpm. While the increased
torque of 130Nm @ 2500 rpm is the highest in its class. Apart from the
changes in the engine, the car also features 14" wheels among other class
leading features.

It is available in 3-colour options including:

• The exclusive Cherry Red colour, which is available in the European


market.
• The Indica V2 Turbo is available in DLG and
• DLX models, at an incremental cost to the consumers.

34
PRODUCT PICTURES

PRODUCTS OF TATA MOTORS

INDICA V2 INDICA LX

SAFARI DICOR TURBO

35
TATA SUMO SAFARI DELUX

SUMO VICTA

36
INDICA V2

37
The Tata Motors People's Car Luxury Version (Tata nano)

CAR OF THE YEAR-2008

38
Customer Satisfaction
Definition of Customer Satisfaction

Kotler (1997) defines customer satisfaction as follows:

Satisfaction is a person's feelings of pleasure or disappointment resulting


from comparing a Product’s perceived performance (or outcome) in relation
to his or her expectations.

Brown (1992) defines customer satisfaction as:

The state in which customer needs, wants and expectations throughout the
product or service's life are met or exceeded resulting in repeat purchase,
loyalty and favorable worth-of mouth.

According to Jones and Sasser (1995), four basic elements affect customer
satisfaction.

They are: The basic elements of the product or service, basic support
services, a recovery process for counteracting bad experiences, and
extraordinary service. There are many definitions of the key elements of the
services, but this one is considered appropriate in the context of care or after
sales services.

Satisfaction is a function of perceived performance and expectation. If the


performance matches the expectations the customer is satisfied. If the
performance exceeds the expectation the customer is highly satisfied and
delighted. If the performance does not match the expectations the customer
is dissatisfied. Satisfaction is a person’s feelings of pleasure of
disappointment resulting for comparing a products perceived performance
(out-come) in relation t his/her expectation. The link between customer
satisfaction and customer loyalty is proportional. Suppose customer
satisfaction is rated on a scale from 1 – 5. At a very low levels of customer
satisfaction.

39
.Level-1, customers are likely to abandon.
Level-2 to 4, customers are fairly satisfied but still find tit easy to
switch when a better offer comes along.
Level-5, the customer is very likely to repurchase an even spread good
word of mouth about the company.

Customers are very likely to repurchase LEVEL5

Customers are fairly satisfied LEVEL 2-4

Low level of customer satisfaction LEVEL 1

The key to generating high customer loyalty is to deliver high


customer value. A company’s value proposition is much more than it’s
positioning on a single attribute. Most of the successful companies are
raising expectations and delivering performances to match. These companies
are aiming for TCS – Total Customer Satisfaction. Customer satisfaction is
both a goal and a marketing tool. Companies that achieve high customer
satisfaction ratings make sure that their target market is known.

After sales support management system is apart of ERP Enterprise


Resource Planning solution dealing with the support module after the sales
of product. It creates an advanced environment to the organization, which
are in to technical support after sales e.g. Companies offering electronic
goods and motor vehicles etc.

40
The functional features include:

 Customer complaints tracking


 Service engineers information tracking
 Job scheduling for the complaints
 Spares management
 Online support
 Reports

Customer complaints tracking

Complaint is the start point of any technical support system. With out
a client request the technical support is not initiated. Complaint tracking
is done as follows:

 Client may come down or make a phone call or complaint online


 The client is validated. The client may have an annual maintenance
contract or may have a product in warranty or of warranty.
 The intensity of the complaint is to be estimated to allocate
resources.
 Expected service type has to be finalized. It may be online
assistance indoor or onsite assistance.

Service Engineers information tracking:


Information about the engineers is inevitable in job scheduling.
Information about the engineers has to be added, deleted or modified in the
database. It may contain the following: the name, id of the engineer; the skill
set of the manager; the status of the engineer.

41
Job scheduling for the complaints:

Job scheduling means sequencing the request to its intensity,


assignment of a service engineer and creating a job card. It is done to
optimize the technical resources and to render the best service to the
customer. Minor problem are processed by technicians requests are handled
by the expert team.

The job card includes the following:

The compliant id, the assigned engineer id, the data and time of service,
the spare details, no. of man hours required etc.

 The spare part name and serial number


 The available quantity of each spare part
 The prize, warranty and other specifications
 The supplier information.

Online support:
The service is done online also. The client may visit the website to
obtain basic support information about the product and FAQ. He can chat
with the service engineer on phone or online.

42
Report:

The report reflects the current status of the system. The reports that can be
generated are as follows:

 Customer request report status of the system. The reports that can be
requests.
 Service engineer report provides the information about the skills and
strengths of the support team.
 Job scheduling report states the allotment of engineers to jobs.
 Spares report discloses the availability of all the shapes in the system.
 Receipts and payments report gives information about the cash flow in
the system.
 Bills generation.

Customer satisfaction tracking:

Customer satisfaction is the key concept to dictate the future of the


organization. In order to maximize the customer satisfaction along with
quick response and efficient service some other activities are to be
performed.

They may be as follows:

 Reception of the customer with hospitality.


 Entertaining environment to the customer.
 Providing guidance about the usage and maintenance of the
product.

43
 Offering gift and discounts.

Operationalisation of Customer Satisfaction

As customer needs and expectations are changing all the time, this
will lead to a situation whereby customers keep setting ever higher
standards, and therefore to achieve perfection is impossible. Markets should
be seen as a group of individual companies, and each of them must be
treated individually with different requirements, experiences, commitments,
and relationships. Implementing customer satisfaction philosophy means
identifying customers, then identifying their needs and expectations and
finally, measuring their perceptions. Knowing the needs of the customer
makes it easier to anticipate the ideal set of products and services. A major
flaw for all the companies has proved to be their inability to understand
other ways that customers can be satisfied. By implementing direct and
continuous employee contacts with the customers, the customers'
requirements and expectations can be determined. This employee-customer
connection additionally conveys the message that the company cares about
their customers.

Customer needs can be determined through marketing research,


customer interviews, reading customer concerns, or involving customers in
the design of services and service deliveries. In order to decide if the service
can be provided at a profit, it is necessary to link value equation to the
strategic service vision. Working together with both supplier and customer
can increase profitability by expanding margin potential.

A customer satisfaction study should begin by asking about the factors


affecting customer satisfaction, how important those factors are for the
whole, and the level of customer satisfaction. A problem with customer
satisfaction surveys (Naumann, 1994) is that a poor customer satisfaction
programme yields vague data and raises customer expectations. If customer
expectations are raised and a company's performance remains the same, the
customer's overall satisfaction will decrease.

44
Business Definition for: After-sales Service
• Customer support following the purchase of a product or service. In
some cases, after-sales service can be almost as important as the initial
purchase. The manufacturer, retailer, or service provider determines
what is included in any warranty (or guarantee) package. This will
include the duration of the warranty traditionally one year from the
date of purchase, but increasingly two or more year’s maintenance
and/or replacement policy, items included/excluded, labor costs, and
speed of response. In the case of a service provider, after-sales service
might include additional training or helpdesk availability. Of equal
importance is the customer's perception of the degree of willingness
with which a supplier deals with a question or complaint, speed of
response, and action taken.

After Sales Excellence


After Sales Excellence is a key driver for customer satisfaction and loyalty
but also a very important source of revenues and profits throughout a vehicle
lifecycle. Our after sales experts support our clients in all relevant areas of
after sales service to improve the internal cost base, the retail attractiveness
as well as customer satisfaction. Our results are measurable - significant
improvements on key indicators such as warranty costs, service quality, and
fixed first visit rate.
Supply Chain Excellence
Our Supply Chain Excellence service enables you to realize substantial
improvements in your supply chain performance in terms of cost, efficiency,
lead times, demand management, customer service and working capital
requirements. We measure, improve and qualify supply chain organizations
and processes and support our clients by identifying and rapidly
implementing cost and efficiency savings in the entire supply chain. This
can be achieved with the comprehensive, cross-functional redesign of all
logistics processes leveraging the entire supply chain including customers
and suppliers. With our proven Integrated Supply Chain Excellence Audit

45
we quickly identify gaps to proven best practices and benchmarks within,
and beyond, the Automotive Industry.

Value Chain Design


Constantly reviewing the companies’ value chain in a rapidly evolving
environment; deriving required core competencies and partnerships is a key
management responsibility. We help our clients design their value chain in
terms of a global engineering footprint, production and service network,
thereby improving efficiency and customer satisfaction in alignment with
corporate strategy.

Customer Contacts and Relationships

In all cases, the supplier had been involved with the customer since
the beginning of the network building. It is difficult to distinguish whether
some of the changes in customer-supplier relationship were due to the
duration of the relationship between the two parties and whether some of the
changes were caused by changes in the customer's needs resulting from the
customer's new position in the network life cycle curve. For the results of
this research, that question in terms of the underlying factors has not
addressed, but for future studies, it would be relevant to clarify which of
these two factors is the more significant or in fact, whether they can be
distinguished.

Relation of the Care to Customer Satisfaction

Innis and La Londe (1994) discovered that several customer


satisfaction variables significantly affect a customer's total customer
satisfaction. Customer service attributes received high ratings for the
importance of customer satisfaction. Attributes for physical distribution of
customer service were rated higher than many marketing attributes.

46
Most Important Services

Barsky (1995) proposed that what is important for one customer may
not be important for another. Barsky proposes this in the area of priority
marketing, and the idea was applied to different services in general. When a
buyer considers closer integration with a supplier, they may consider that it
will most likely limit the number of potential suppliers and fear that the
partner may take advantage of this by increasing prices or delivering poorer
quality or poorer service. Interlocking with the supplier can limit the
opportunity to acquire innovations if the supplier lacks the capability of
being a leading-edge supplier. Research has shown that there are frequently
differences between the views of the supplier's management on customer
value and the customers' views on what they say they value. This was
studied in the present study as well.

47
DATA ANALYSES
1. What is the model of cares used by customers?

A) Indica DLX
B) Indica V2
C) TATA Sumo
D) TATA Safari
E) TATA Dicor

S.No Models No.of Percentage


Respondents
1 Indica DLX 37 37

2 Indica V2 37 37

3 TATA Sumo 13 13

4 TATA Safari 10 10

5 TATA Dicor 03 03

Total No.of Respondents 100 100%

48
40 37 37
35
30
25
20
15 13
10
10
5 3

0
Indica Indica TATA TATA TATA
DLX V2 Sumo Safari Dicor

Interpretation:
It is observed that 37% of the total respondents use Indica
DLX, 37% of the respondents use Indica V2,13% of the respondents use
TATA Sumo,10% of the respondents use TATA Safari and last 03% of
respondents use TATA Dicor model.
.

49
2. Which type of Car have you bought?
A) New
B) Pre Owned

S.No Buyers No. of Percentage


Respondents

1 New 94 94

2 Pre Owned 6 6

Total No. of Respondents 100 100%

50
100 94
90
80
70
60
50
40
30
20
10 6

0
New Pre Owned

Interpretation:
From the survey conducted it is observed that 94% of the respondent’s
purchased new cars and 6% of the respondent’s purchased Pre Owned cars.

3. Whether the price of the Vehicle is?


A) Affordable
B) Not Affordable

51
S.No Price No. of Percentage
Respondents

1 Affordable 85 85

2 Not Affordable 15 15

Total No. of Respondents 100 100%

15%

Affordable
Not Affordable

85%

52
Interpretation:
It is observed that 85% of the people feel that the price of vehicle is
affordable, and 15% of people feel that the price of vehicle is not affordable.

4. What is the purpose of buying this Car?


A) Personal use
B) Rental use
C) Other use

S.No Purpose of No. of Percentage


buying Respondents

1 Personal use 87 87

2 Rental use 10 10

3 Other use 3 3

Total No. of Respondents 100 100%

53
3%
10%

Personal use
Rental use
Other use

87%

Interpretation:
From the data collected it is observed that 87% of the customers use
their vehicle for personal use, 10% of the customers use their vehicle use for
rental and 3 % of the buyers use for other use.
5. Who influenced in buying this Car?
A) Your self
B) Family
C) Friends
D) Advertisement

54
S.No Influenced No. of Percentage
Respondents

1 Your self 48 48

2 Family 32 32

3 Friends 12 12

4 Advertisement 8 8

Total No. of Respondents 100 100%

48
50
45
40
35 32
30
25
20
15 12
8
10
5
0
Your self Family Friends Advertisement

55
Interpretation:
From the study it is observed that 48% is influenced by themselves,
36% feel that the family place a vital role to purchase there vehicle, and then
comes to friends 12% and then advertisement 8%.
6. What does this car convey?
A) Status
B) Necessity
C) Comfort
D) Other

S.No Car Conveys No. of Percentage


Respondents

1 Status 24 24

2 Necessity 54 54

3 Comfort 18 18

4 Other 04 04

Total No. of Respondents 100 100%

56
4
Other

18
Comfort

54
Necessity

24
Status

0 10 20 30 40 50 60

Interpretation:
From the data collected it is concluded that 24% of the consumers
purchase the vehicle to maintain the status, where as 54% of the consumers
purchase the vehicle because of their necessity. 18% of the consumer’s
purchases as it gives comfort, 12% of the consumer purchase the vehicle for
other reason.

57
7. What are the reasons for buying this Car?
A) Price
B) Mileage
C) Service
D) Brand Image

S.No Crucial No. of Percentage


Respondents

1 Price 34 34

2 Mileage 53 53

3 Service 7 7

4 Brand Image 6 6

Total No. of Respondents 100 100%

58
60
53

50

40 34

30

20

10 7 6

0
Price Mileage Service Brand Image

Interpretation:
It is concluded from the study that 34% of them say that price is
crucial, 53% of them say mileage and 7% & 6% of them say
service and brand image.
8. You use your Car mostly for?
A) Office
B) Family
C) Long drives
D) Shopping

59
S.No Car used for No. of Percentage
Respondents

1 Office 44 44

2 Family 45 45

3 Long Drives 9 9

4 Shopping 2 2

Total No. of Respondents 100 100%

S
hop
pin
g 2

9
L
ongD
riv
es

4
5
F
amily

O
ffice 4
4

0 1
0 2
0 3
0 4
0 5
0

Interpretation:

60
It was observed that 44% of the respondents use there vehicle
for going to office, 45% of the respondents use there vehicle to
take there family out and 2% and 9% of the respondents use there
vehicle of shopping and long drives.

9. How long you will use this vehicle?


A) 1-2 years
B) 2-4 years
C) 4-8 years
D) 8 years & above

S.No How long you No. of Percentage


will use Respondents

1 1-2 years 5 5

2 2-4 years 15 15

3 4-8 years 68 68

4 8 years & above 12 12

Total No. of Respondents 100 100%

61
80
68
70
60
50
40
30
20 15
12
10 5
0
1-2 years 2-4 years 4-8 years 8 years &
above

Interpretation:
From the study it is observed that 5%and 15% of the consumer
keep their vehicle 1-2 years and 2-4 years and 68% and 12% of
consumers keep their vehicle for 4-8 years and 8 years &above.
10.Rate your satisfaction for the service provided by the
Organization?
A) Excellent
B) Good
C) O.K
D) Poor

62
S.No Satisfaction level No. of Percentage
at service station Respondents

1 Excellent 7 7

2 Good 61 61

3 O.K 24 24

4 Poor 8 8

Total No. of Respondents 100 100%

8
Poor

24
O.K

61
Good

7
Excellent

0 10 20 30 40 50 60 70

Interpretation:

63
From the survey conducted satisfied level at service center
show at X-axis and No.Respondents at Y-axis. 7 % of the
consumers said excellent, 61% said good and 24% and 8% of the
consumers said ok and poor.

11.Are you satisfied with mileage give by your Car?


A) yes
B) no

S.No Satisfied with No. of Percentage


mileage Respondents

1 Yes 81 81

2 NO 19 19

Total No. of Respondents 100 100%

64
19%

Yes
NO

81%

Interpretation:
It is observed that 81% of the respondents are satisfied with
mileage given by there car and 19% are not satisfied with mileage
given by there cars.
12.Express your satisfaction level on performance of your Vehicle?
A) satisfied
B) O.K
C) Not satisfied

S.No Performance of No. of Percentage


your vehicle Respondents

1 Satisfied 80 80

2 O.K 20 20

3 Not satisfied 00 00

Total No. of Respondents 100 100%

65
0%
20%

Satisfied
O.K
Not satisfied

80%

Interpretation:
It was observed that 80% of customers are satisfied on the
overall performance of the vehicle and 20% of the customers are at
constant (o.k).
13.Comment on the prices charged at service station?
A) High
B) Medium
C) Reasonable
D) Low

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S.No Comment on No. of Percentage
prices Respondents

1 High 8 8

2 Medium 38 38

3 Reasonable 56 56

4 Low 2 2

Total No. of Respondents 100 100%

2
Low

56
Reasonable

38
Medium

8
High

0 10 20 30 40 50 60

+
Interpretation:

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It was observed that 8% of the respondents feel that the prices charged at
service station was high and 38% feel it is medium and 56% of the
respondents feel that the prices are reasonable cost and 2% feel that the
prices are low.
14.How is the performance of the executives?
A) Excellent
B) Good
C) O.K
D) Poor

S.No Performance of No. of Percentage


Executives Respondents

1 Excellent 8 8

2 Good 62 62

3 O.K 23 23

4 Poor 7 7

Total No. of Respondents 100 100%

68
Poor 7

2
3
O.K

62
G
ood

Excellent 8

0 20 40 6
0 80

Interpretation:
it is observed that 8% of the respondents feel that performance of
executives is excellent, 62% of the respondents said that performance of
the executives is good, 23% the respondents said the performance of the
executives is ok and 7% of the respondents said that performance of the
executives is poor.

15.Suggestions for the company?

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FINDINGS:

 Most of the buyers are professionals and business people using the

TATA cars.

 94% of the respondents purchase new cars only.

 Nearly about 85% of the customers feel that the price of vehicle is

affordable.

 About 87% of the respondents use TATA cars for there personal use.

 The reason for purchase only TATA is necessity for 54% of the

customers, 24% of the consumers feels status and 18% feel

comfortable.

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 Many of the respondents are satisfied with regard to mileage, price.

 45% of the respondents use there vehicle to take there family out and

44% use for going to office.

 61% of the respondents were satisfied with service provided by the

dealer at the service center, 24% and 7% of the respondents said ok

and excellent, and 8% of the respondents were not satisfied with

service at service station.

 Above 56% of the respondents feel the prices are reasonable at the

service center. Where 8% and 38% of the respondents feel that the

prize are high and medium respectively.

 62% of the respondents feel that the overall performance of the

vehicle is good, 8% and 23% of the respondents feel that the

performance of the vehicle is excellent and o.k.

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SUGGESTIONS

 It is suggested that some more place should be provided for

luggage.

 To provide better service to customers at work shop

 To make the vehicle more spacious inside

 To improve the comfort ness in the vehicle

 Skilled and experienced persons should be provided at service

center, so that problems of the vehicle should be resolved

completely.

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 Engine capacity should be increase, this leads to increase mileage

and pickup once when A/C is on

 To increase the place of parking at work shop.

CONCLUSION

“The global business environment is buzzing with the single most important
issue of Building a competitive edge by creating and retaining a large
number of customers than their goods and services every organization is
there fore seized of the task of establishing sustaining its worth to the
customer, who has been rendered unpredictable by competition”

Therefore every business is making a continuous effort for achieving


customer effort for achieving customer loyalty

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In short it is total organizational culture and brand equity, which face
challenge. So that there is a perennial struggle amongst organizations to
sustain their existence in the market place, and hence in order to sustain the
stiff competition the company has to take up market Research frequently to
know the changing needs & preference of the customers.

This helps the company to reframe the policies in providing cutting edge
technology to satisfy the customer & retain him for a life time.

BIBLIOGRAPHY

Principles of Marketing : Philip Kotler & Gary Armstrong

Marketing Research : G.C.Beri

Consumer Behavior : Leon G. Shiftman

Services Marketing : Adlarian Palmer

Magazines : Auto India

: Business Today

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Journals : ICFAI General of Marketing

: Retail Marketing

Web Sites : www.tatamotors.com

: www.autofinlimited.com

: www.google.com

QUESTIONNAIRE

1. What is the model of cares used by customers?

b) Indica DLX
c) Indica V2
d) TATA Sumo
e) TATA Safari

2. Which type of Car have you bough


a) New

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b) Pre Owned

3. Whether the price of the Vehicle is?


a) Affordable
b) Not Affordable

4. What is the purpose of buying this Car?


a) Personal use
b) Rental use
c) Other use
5. Who influenced in buying this Car?
a) Your self
b) Family
c) Friends
d) Advertisement
6. What does this car convey?
a) Status
b) Necessity
c) Comfort
d) Other

7. What are the reasons for buying this Car?


a) Price
b) Mileage
c) Service
d) Brand Image

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8. You use your Car mostly for?
a) Office
b) Family
c) Long drives
d) Shopping

9. How long you will use this vehicle?


a) 1-2 years
b) 2-4 years
c) 4-8 years
d) 8 years & above

10.Rate your satisfaction for the service provided by the Organization?


a) Excellent
b) Good
c) O.K
d) Poor

11.Are you satisfied with mileage give by your Car?


a) yes
b) no

12.Express your satisfaction level on performance of your Vehicle?


a) satisfied

77
b) O.K
c) Not satisfied

13.Comment on the prices charged at service station?


a) High
b) Medium
c) Reasonable
d) Low

14.How is the performance of the executives?


a) Excellent
b) Good
c) O.K
d) Poor

15.Suggestions for the company?

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