A

SUMMER TRANING REPORT

ON
Customer Satisfacation Level With Body
Shop Service Of Maruti

Submitted in partial fulfilment of the requirement

Of
Master Of Business Administeration
From

Lachoo Memorial College Of Science &

Technology ( Autonomus)

SUBMITTED TO :- SUBMITTED BY :-

Dr.AYUSHI MATHUR RAJATSHARMA

MBA ( IIISEM)
164301055

1
 CERTIFICATE
This is to certify that the project entitled Customer Satisfication
level with Body shop services of Maruti submitted by Rajat
Sharma, has been done under my guidance and supervision in
partial fulfillment of Master of Business Administration.

The working analysis mentioned in this report has been undertaken

by the candidate herself and necessary reference has been
recognized and acknowledged in the text of the report.

MR.YASEEN QURESHI
( MANAGER)

2
 ACKNOWLEDGEMENT

Preparing research report is an arduous task and i am fortunate

enough to get the support of highly quilified and exprienced
persons,to whom,I owe a sense of gratitude for making the task so
easy to work upon. They extended their hands for help whenever I
needed from time to time for the completion of this exclusve repot.

I must however especially acknowledgement & My special thanks

towards MR.YASEEN QURESHI ( BODY SHOP MANAGER
OF MARUTI SHOWROOM), For giving me a chance to take this
project and for her valuable guidence which helped me on all those
points which I needed to include in, with full intensity.

I am always
Beholden to my God for always being with me and showing me
the right ways my family doing always doing favars to me and my
friend and colleagues consistently helped with encouragement and
criticism throught the research work for always lifting my sights to
higher vision,raising my personality beyond normal limitation and
for relizing me my strenghs and potential as I did not always
welcome her exhortation, tryagain; you can do better. But this
project owes a great deal to it and so do I.

RAJAT SHARMA

3
 PREFACE

Marketing is a social & managerial process by which an individual

and group obtain what they need and want through creating and
exchanging products of value with others.

Marketing is getting the right good and services to the right people
to the right place with right time with right communication and
promotion. It is the art of creating and satisfying customer at a
profit.

Advertising is one of the majore tools of companies to direct

pervasive communication to target buyers and publics. An
identified sponsor defines it as any paid from and non personal
presentation and promotion of ideas, good or services.

Advertising is a cost effective way to disseminate message whether

it is to built brand preference for Maruti to motivate a developing
nations consumer to drink milk and practice birth control.

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 INDEX

TOPICS PAGE NUMBER

ACKNOWLEDGEMENT 3
PREFACE 4
EXECUTIVE SUMMARY 6
PROFILE OF COMPETENT 7
AUTOMOBILE COMPANY LTD.
COMPANY PROFILE OF MARUTI 8-20
UDOYOG LTD.
INTRODUTION 21-35
OBJECTIVES 37
SCOPE OF STUDY 38
RESEARCH METHODOLOGY 39-45
DATA ANALYSIS 46-59
FINDINGS 60
LIMITATIONS 61
CONCLUTION 62
BIBLIOGRAPHY 63-64
APENDIX 65-69

5
EXECUTIVE SUMMARY

I had surveyed many customer as possible in the area assigned to

me. Their I found some positive as well as some negative image of
Maruti.
I havedone two surveys, one is Route Ride Survey and another one
is consumer perceptions survey.
In trade channels, I counted the types of channel from where the
Maruti is selling for example like showroom, sale purchase dealer
etc. And also the average sale of maruti at that showroom. I have
found out the percentage monopoly of Maruti and other in these
outlets.
After that I have done another survey related to corporate
customer. In these outlets in which we covered each and every
retailers at every route and we have to check that all the models of
Maruti with are first choice of customer.At every route we found
some problems related to shortage of brands and problems of
improper visit of company officers to the retailers thats why the
retailers prefer to sell motors in comparison with other. And the
other problem is that the dealer getting product at cheaper cost
incomparison from what they are getting from distributor.

6
PROFILE OF COMPETENT AUTOMOBILE
COMPANY.LTD

The Indian automobile industry has had a long end often bumpy drive
downthe decades. One association however has smoothly taken every pot
hole and speed barker on the way for past fifteen years. The enduring
relationship of maruti udyog ltd. With tere no. Of dealer in india
COMPETENT AUTOMOBILE CO.LTD.

The company COMPETENT AUTOMOBILE CO. LTD is a part Delhi

based competent groups promoted by Shri Raj Chopra. The company was
incorporated on 11/4/1985 as a private ltd. Company and converted into the
public ltd . company on 19/9/1994.

Competent owes this to the breath of vision of Mr.Raj Chopra who founded
the company much before total quality management and ISO accreditation
become fashionable bujjwords in management circles COMPETENT
AUTOMOBILE CO.LTD was more than living up of its name.

7
INTRODUCTION

ORGANIZATION OVERVIEW
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act
of Parliament, to meet the growing demand of a personal mode of transport
caused by the lack of an efficient public transport system.
Suzuki Motor Company was chosen from seven prospective partners
worldwide. This was due not only to their undisputed leadership in small
cars but also to their commitment to actively bring to MUL contemporary
technology and Japanese management practices (which had catapulted Japan
over USA to the status of the top auto manufacturing country in the world).
A licence and a Joint Venture agreement was signed between Govt of India
and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in
Oct 1982.

The objectives of MUL then were:

1. Modernization of the Indian Automobile Industry.

2. Production of fuel-efficient vehicles to conserve scarce resources.

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 3. Production of large number of motor vehicles which was necessary
for economic growth.
Our Vision

Technological Advantage

We have introduced the superior

16 * 4 Hypertech engines across
the entire Maruti Suzuki range.
This new technology harnesses
the power of a brainy 16-bit
computer to a fuel-efficient 4-
valve engine to create optimum
engine delivery. This means
every Maruti Suzuki owner gets
the ideal combination of power
and performance from his car.
Our other innovation has been the introduction of Electronic Power Steering
(EPS) in select models. This results in better and greater maneuverability. In
other words, our cars have become even more pleasurable to drive.

9
Production /R & D
Spread over a sprawling 297 acres with 3 fully-integrated production
facilities, the Maruti Udyog Plant has already rolled out over 4.3 million
vehicles. In fact, on an average, two vehicles roll out of the factory every
minute. And it takes on an average, just 14 hours to make a car. More
importantly, with an incredible range of 11 models available in 50 variants,
there's a Maruti Suzuki made here to fit every car-buyer's budget. And
dream.

PRODUCTION MILESTONES
1st vehicle produced, December 1983
1,00,000 vehicles produced by August, 1986
5,00,000 vehicles produced by June, 1990
1st vehicle produced, December 1983
1, 00,000 vehicles produced by August, 1986
5, 00,000 vehicles produced by June, 1990
10, 00,000 vehicles produced by March, 1994
15, 00,000 vehicles produced by April, 1996
20,00,000 vehicles produced by October, 1997
25, 00,000 vehicles produced by March, 1999
30, 00,000 vehicles produced by June, 2000
35, 00,000 vehicles produced by December 2001
40, 00,000 vehicles produced by April, 2003
45, 00,000 vehicles produced by April, 2004

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MILESTONES
2005

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

2004

New (non A/C) variant of Alto

Alto becomes India's new bestselling car

LPG variant of 'Omni Cargo'
Versa 5-seater, a new variant
Baleno LXi, a new variant

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 Maruti closed the financial year 2003-04 with an annual sale of
472122 units, the highest ever since the company began operations 20
years ago

2003

New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR
Enters into partnership with State Bank of India
Production of 4 millionth vehicles. Listed on BSE and NSE after a
public issue oversubscribed 10 times .

2002

WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited
Alto Spin LXi, with electronic power steering
Special edition of Maruti 800, Indias first color-coordinated car
Maruti True value in Mumbai
Maruti Finance in Mumbai with 10 finance companies
Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2
percent

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2001

Zen LXi

Maruti True Value launched in Bangalore and Delhi

Maruti Versa, Indias first luxury MPV
Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad, Bangalore and
Chennai
Launch of versa

2000

First Car Company in India to launch a Call Center

New Alto
Altura, a luxury estate car
IDTR (Institute of Driving Training and Research) launched jointly
with the Delhi government to promote safe driving habits

1999

Maruti 800 EX (796cc, hatchback car)

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 Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL ( 796cc, MUV, high roof)
Baleno (1600cc, 3 Box Cars)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi and
Chennai as social initiatives

1998

Maruti launches website as part of CRM initiatives

Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of
production

1996

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Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car)AX
Launch of 24-hour emergency on-road vehicle service

1995

Esteem 1.3L (1298 cc, 3 box car)VX

With the launch of second plant, installed capacity reached 200,000

units

1994

Esteem1.3L (1298cc, 3 box car) LX

Produced the 1 millionth vehicle since the commencement of

production

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1993

Zen(993cc, hatchback Car), which was later exported in Europe and

elsewhere as the Alto

1992
SMC increases its stake in Maruti to 50 percent

1991

Reaches cumulative indigenization of 65 percent for all vehicles

produced

1990

Maruti 1000(970cc, 3 box), Indias first contemporary sedan

1988

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary

1986
Maruti 800 ( New Model-796cc, hatchback Car)
Produced 100,000 vehicles (cumulative production)

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1985

Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984

Omni, a 796cc MUV

Installed capacity reached 40,000 units

1983

Maruti 800, a 796 cc hatchback, Indias first affordable car.

Production was started under JVA

1982

License and JV agreement signed between Maruti Udyog Ltd. and

SMC of Japan

1981

Maruti Udyog Ltd was incorporated under the provisions of the Indian
Companies Act, 1956

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2005

Number one in JD Power SSI for the second consecutive year

Number one in JD Power CSI for the sixth time in a row - the only car
to win it so many times M800, WagonR and Swift topped their
segments in the TNS Total Customer Satisfaction Study.
Leadership in the JD Power Initial Quality Study - Alto number one in
its segment for the 2nd time in a row, Esteem number one in its
segment for the 3rd year in a row, Swift number one in the premium
compact segment
WagonR and Esteem top their segments in the JD Power APEAL
study
TNS ranks Maruti 4th in the Corporate Reputation Strength (CSR)
study (#1 in Auto sector)-Feb 05
Maruti bagged the "Manufacturer of the year" award from Autocar-
CNBC (2nd time in a row)-Feb 05
First Indian car manufacturer to reach 5 million vehicles sales
Business World ranks Maruti among top five most respected
companies in India-Oct 04
Maruti ranked among top ten (Rank7) greenest companies in India by
Business Today - Sep '04

2004

Maruti Suzuki was No. 1 in Customer satisfaction, No. 1 in Sales

Satisfaction No.1 in Product Quality (Esteem and Alto) and No. 1 in
Product Appeal (Esteem and Wagon R)
No. 1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile
company
Voted Manufacturer of the year by CNBC

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 Voted one of India's Greenest Companies by Business Today-AC
Nielson ORG-MARG

2003

Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10
automotive brands in "Most Trusted Brand survey 2003" J D Power
ranked 3 models of Maruti on top: Wagonr, Zen and Esteem
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction
Study 2003.
MUL tops in J D Power CSI (2001) for 4th time in a row

2001

MUL tops in J D Power CSI (2001) for 2nd time in a row: another
international first

2000

Maruti bags JD Power CSI - 1st rank; unique achievement by market

leader anywhere in the world

1999

MSM launched as model workshop in India; achieves highest CSI

rating.
Central Board of Excise & Customs awards Maruti with "Samman
Patra", for contribution to exchequer and being an ideal tax assessee

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1998

CII's Business Excellence Award

1996

Maruti wins INSSAN award for "Excellence in Suggestion Scheme"

Awarded the Star Trading House status by Ministry of Commerce

1994-95

Engineering Exports Promotion Council's award for export

performance

1994

Best Canteen award among Haryana Industries as part of employee

welfare

1992-93

Engineering Exports Promotion Council's award for export

performance

1991-92

Engineering Exports Promotion Council's award for export

performance

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COMPETENT AUTOMOBILES CO. LTD IN GAZIPUR
(EAST DELHI)

Competent made an entry in East Delhi by opening a showroom in Gazipur

in June 1997. Equipped with latest high technology tools and equipment
managed and manned by highly qualified experience and motivated
managers and workers it has a capacity of handling 250 vehicles per day.
Gazipur workshop started winning excellence awards and won platinum
awards for services excellence high customer satisfaction in it.

OUR MISSION IS:-

Offer reliable storage facilities and an efficient distribution system.
Co-ordination closely with clients.
Build and nature retailer consumer relationships to help boost clients
share of shelves and markets.
Continue to update manpower, influence offices, showroom, retail
outlets and warehouses.

INTRODUCTION TO CAR DIVISION

The car division is one of the units of competent automobiles co. ltd. this
division has been established in 1 June 1997 in Gazipur and started selling
Maruti range of vehicle in Gazipur. Competent automobiles co. ltd is
authorized delar of Maruti make of vehicles for services, repairs and sale of
spare parts of Maruti range of vehicles in Cannught Palace, Lajpat Nagar.

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ACTIVITIES:
1. Sale of Maruti make of vehicles.
2. Service and repairs of Maruti make of vehicles.
3. Sale of Maruti Genuine spares parts.

FACILITIES:
At Cannught Palace, Lajpat Nagar, Ghazipur.

ACHIEVEMENTS:
1. Achieve the 1000 customers within 6 years.
2. Obtain ISO 9001:2000 certificate
3. Won the award of one of the best dealership from MUL.

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WORKING PROCEDURE

The procedure is applicable vehicle of Maruti make that are serviced at My

car Pvt.Ltd workshops.

1. A customer can book for service either over phone or personally at the
front office. The same shall be entered in the booking register.
2. A list of vehicle booked for service shall be given at the gate one in
advance for allowing booked vehicle to enter the parking areas.
3. In case of any spare capacity availability for service for service on any
day the same shall be intimated to the security staff at the gate with
clear instruction regarding the no. of vehicle apart from the booked
vehicles to be allowed in without prior booking.
4. Job card shall be opened by the front man supervisors.
5. The front man shall open the job card, if necessary.
6. The customers signature shall be taken on the job card and the first
copy shall be handed over to the customer as receipt for his vehicle.
7. The job card shall be kept on the shop floor supervisors table for
allotment to mechanic by section in charge.
8. If any further faults are noticed during the repair the mechanic shall
consult with the section in charge.
9. After the job is completed the vehicle shall be checked by supervisor
and shall be taken for a road test.
10.After washing the vehicle will be kept on the parking area for delivery
to the customer.
11.For delivery the customer shall approach the front office. The front
man will explain the job carried out on the car and if necessary give a
road test.
12.Once customer satisfies with the job carried out the computerized bill
will be given to him and payment collected.

After receiving the payments the cashier will issue the gate pass the job
order will be signed by the customer accepting back him vehicle and
satisfactory completion of the service/repair.

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Post service follows up:

1. As per guidelines given by the service department of MUL a post

follow up service shall be done with customers within 7 days after the
service work over telephone regarding the performance of his vehicle
and the quality of repair work done.

2. If the customer reports any problems he shall be given appropriate

time for further servicing it will be checked by the supervisor of the
group which had done the job.

PURCHASING:
1. PROCURMENTS OF VEHICLE
Vehicle shall be procured from MUL as per the procedure laid out by MUL
in the bulletins from time to time.

2. PROCURMENT OF SPARE PARTS AND CONSUMABLES

Parts shall be procured from MUL OR Maruti sources, Lubricants and
Consumables shall be procured from suppliers approved by MUL. A list of
authorized sources shall be maintained.

3. MATERIAL REQUIREMENT,PLANNING AND ORDERING

Orders for parts shall be generated by the spare parts dept. based on the
following parameters and as applicable in category of spare parts viz a,
b,& c as per the spare parts.

Minimum quality :1 month consumption

Maximum quality: 3 times of minimum quantity
Re order level

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 Lubricating oil and other consumables shall be ordered for a period of
15 days based on consumption.
Based on the above data order shall be placed with the respective
sources.
I n case of vehicle on road situation spare parts shall be ordered from
MUL authorized source on an urgent nature.

PRODUCT IDENTIFICATION &TRACEABILITY

WOKSHOP:-
A unique job order number shall be given to each job card and the vehicle
model registration number shall be entered on the job card. The details of the
job card are entered in the computer.

SPARE PARTS DEPARTMENT:-

Parts are as per the part number in the bins. They are identified for
location and availability of the computer.

VEHICLE SALES DEPARTMENT:-

The PDI checklist for new vehicles will contain the chassis number and
engine number for each vehicle.

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PROCESS CONTROL

Process control shall be established by following instructions contained in

various manuals and literature supplies by the concerned department of
MUL and the operation standards laid down by competent automobiles
co.ltd.

PROCESS CONTROL:-

Department manager shall be responsible for ensuring that:

Operation standards are approved.

Operation standards are available at the place of use.
Concerned staff is informed about the job requirements.
The operation standards shall be revised whenever.
Maintenance of equipments.

PREVENTIVE MAINTENANCE:-

Preventive maintenance shall be carried out as per frequency specified in the

equipment control register. Preventive maintenance shall be carried out as
per the frequency specified in the equipment control register.
Whenever the equipment manufacturer is maintaining the equipment, the
report of the manufacturer shall be kept.

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CORRECTIVE AND PREVENTIVE ACTION SHALL BE
INITIATED FALLOWS:-

Corrective actions shall be initiated based on customer complaints

received by the sales and services dept.
Preventive actions shall be initiated by the sales and services dept.
based on customer complaints and repeat job analysis.
The customer complaints and repeat jobs shall be analyzed to identify
the causes of the problems so that necessary and preventive action can
be taken.
Preventive actions shall be initiated by the marketing & sales
departments based on the feedback receive from customers.

The responsible department taking countermeasures shall be as follows:-

For short supply Marketing & Sales Dept.

For PDI Service Dept.

For workmanship Service Dept.

For parts Spare parts Dept.

Field trouble reports shall be raised for trouble as per instruction of service
Dept. of MUL.
To avoid recurrence of similar problems, feedback education is given to the
concerned staff and counter measures shall be taken.

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HANDLING, STORAGE, PACKGING, PRESERVATION &
DELIVARY

STORAGE PARTS:-

Components shall be received by the spare parts dept. and verification and
checking will be stored in the spare parts dept.
The storage shall be controlled by the spare parts dept. At the time receipt,
the packaging shall be check for any damaged and or deterioration of the
martial shall have an identification like part mane and part number. The
details of material received shall be updated in the computer. Counter sales
of spare parts shall be made after preparing invoices.

STORAGE OF VEHICLES:-

All vehicles received will be checked for any visible damages and hostages
and will be stored in the stockyard workshop. The vehicles will be identified
by model and chassis number.

HANDLING:-

During servicing the parts and vehicle shall be handles proper to avoid
damages.

PRESERVATION:-

I f the shelf life of materials is specified by the manufacturer, and then it

shall be insured that the material used before the specified period.
Thereafter, the material shall be assessed before further use.

DELIVERY:-

New and repair service vehicles are parked in the parking area before
delivery to the customer. Adequate care shall be taken to ensure that there is
no damage to the vehicle during servicing and repairs.

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PRODUCT/SERVICES PROMOTION

Production is main activity of marketing department. Promotion includes all

the activities the company under taken to communication & promotion its
products to the target market. For this company has hire train and motivate
sales people. It has to set up communication and promotion programmed
consisting of advertising, sales promotion public relations and direct online
marketing.

1) ADVERTISING:-
Advertising is any paid from of presentation ideas, product & services in
front of customers.
The ads are mainly based on service of competent automobiles co.ltd

2) EVENTS:-
Competent automobiles co. ltd also organize some events to promote their
products & service includes meals, school completion & free service camps.

3) SALES PROMOTION:-
Sales promotion consists of a diverse collection of incentive tools ,
mostly short term , designed to simulate quicker greater purchase of
particular product or service by consumers.
Free test drive
Offers
Discounts
Fee accessories
Trade show

4) PUBLICK RELATION:-
Competent automobile co. ltd always tries to make their public
relation well. Marketing department for this always tries to do
something so that they can girt publicity.
Press relation
Product publicity
Corporation communication
Counseling

29
FUTURE PLANS FOR GROWTH

Competent automobile co. ltd. After completing their six years of

continuous growth in the fields of maruti vehicle now thinking about
some other dealership like two 7 three wheeler vehicles.

Their future plan is to expand their workshop in different cities and

open dealership of two-wheeler & three- wheeler.

Their future plan also including giving better sales service. Besides all
above Maruti Udyog Ltd. Also launches a variety of new products to
target different segments customer.

30
FUNCTION OF VARIOUS DEPARTMENTS

I. Personal and Administration

House keeping
Training of employees after identifying
Maintaining service records
Statutory compliance

II. Sales
New vehicle sales
Procurement of vehicles
PDI Co-ordination
Field sales
Training
Managing sales force

III. Marketing
Identifying opportunity
Marketing strategies and program
Planning and promotion
Market research
Advertising

IV. Service and repair

Controlling quality system
Planning PDI
Opening job card
Carrying out service
Warranty handling
Sample audit of service vehicle
Maintenance of equipment
Pre delivery inspection

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V. Finance activities
Bank transaction
Expense control
Pay roll
Documentation
Computerization

32
WHY MARUTI SUZUKI

The Quality Advantage

Maruti Suzuki owners experience fewer problems with their vehicles than any other car
manufacturer in India (J.D. Power IQS Study 2004). The Alto was chosen No.1 in the
premium compact car segment and the Esteem in the entry level mid - size car segment
across 9 parameters.
The J.D. Power APEAL Study 2004 proclaimed the Wagon R no. 1 in the
premium compact car segment and the Esteem No.1 in the entry level mid -
size car segment. This study measures owner in terms of design, content,
layout and performance of vehicles across 8 parameters.

A Buying Experience Like No Other

Maruti Suzuki has a sales network of 307 state-of -the-art showrooms across
189 cities, with a workforce of over 6000 trained sales personnel to guide
our customers in finding the right car. Our high sales and customer care
standards led us to achieve the No.1 nameplate in the J.D. Power SSI Study
2004.

Quality Service across 1036 Cities

In the J.D. Power CSI Study 2004, Maruti Suzuki scored the highest across
all 7 parameters: least problems experienced with vehicle serviced, highest
service quality, best in-service experience, best service delivery, best service
advisor experience, most user-friendly service and best service initiation
experience.
92% of Maruti Suzuki owners feel that work gets done right the first time
during service. The J.D. Power CSI study 2004 also reveals that 97% of
Maruti Suzuki owners would probably recommend the same make of
vehicle, while 90% owners would probably repurchase the same make of
vehicle.

33
 One Stop Shop
At Maruti Suzuki, you will find all your car related needs met under one
roof. Whether it is easy finance, insurance, fleet management services,
exchange- Maruti Suzuki is set to provide a single-window solution for all
your car related needs.

The Low Cost Maintenance Advantage

The acquisition cost is unfortunately not the only cost you face when buying
a car. Although a car may be affordable to buy, it may not necessarily be
affordable to maintain, as some of its regularly used spare parts may be
priced quite steeply. Not so in the case of a Maruti Suzuki. It is in the
economy segment that the affordability of spares is most competitive, and it
is here where Maruti Suzuki shines.
Lowest Cost of Ownership
The highest satisfaction ratings with regard to cost of ownership among all
models are all Maruti Suzuki vehicles: Zen, Wagon R, Esteem, Maruti 800,
Alto and Omni. We are proud to have the lowest cost of operation/km
(among petrol vehicles) - the top 5 models are all Maruti Suzuki models:
Maruti 800, Alto, Zen, Omni and Wagon R.

34
MARUTI CULTURE

Our employees are our greatest strength and asset. It is this underlying
philosophy that has molded our workforce into a team with common goals
and objectives. Our Employee-Management relationship is therefore
characterized by:
Participative Management.
Team work & Kaizen.
Communication and information sharing.
Open office culture for easy accessibility

To implement this philosophy, we have taken several measures like a flat

organizational structure. There are only three levels of responsibilities
ranging from the Board Of Directors, Division Heads to Department Heads.
Other visible features of this philosophy are an open office, common
uniforms (at all levels), and a common canteen for all.
This structure ensures better communication and speedy decision making
processes. It also creates an environment that builds trust, transparency and a
sense of belonging amongst employees.

35
OBJECTIVE OF STUDY

Marketing manager of competent automobile co. Often commission formal

marketing studies of specific problems & opportunities. Actually the
research process is a systematic design , collection , analysis and reporting
of data and findings relevant to specific marketing sitution facing the
company.

The main objective of this research are following:-

1. To find outthe customer satisfaction level.

2. To find out the customers attitude about the service of competent

automobiles co. Ltd.

3. To make the reaction about newly purchased carand expectation about

the car establish paint booth.

4. To know the customers loyality

5. To evaluate the effectveness about main competitors

6. To get price difference between authorized center and open market

7. To come with new ideas

36
SCOPE OF STUDY
As stragic management is a highly complex process. It is well high
impossible to capture its full view. However the study makes a modest
attempt to unearth the p Marutiiling practices to shed some light o the
process of strategic management in Maruti Udyog. This study is capable to
help Maruti center and other to optimize their working and to remove the
resons of failur becuase strategic management has positive value and is
necessary for companys survival.

37
38
RESEARCH METHODOLOGY

Research Methodology is a systematic way which consists of series of

actions or steps necessary to effetively carry out research and the desired
sequencing of these steps. The marketing research is a process of involves
anumber of inter-related activities, which overlap and do rigidly follw a
particular sequence. It consists of the following steps:

1. Formulation the objective of study

2. Designing the methords of data collection

3. Selecting the sample plan

4. Collecting the data

5. Processing and analyzing the data

6. Reporting the findings

Research:-

Research can also be defined as scientific and systematic

search to time information for specific topic.

Problem Identification:-

Define the problem chosen for investigation such as-:

Analysis of after sales- services

Analysis the level of customer satisfaction.

Market share of different brands etc

39
 TYPE OF RESEARCH DESIGN

DESCRIPTIVE RESEARCH DESIGN:-

Descriptive research studies are those studies which are concerned with
described the characteristics of particular individuals. In descriptive as well
as in digagnostic studies the researcher must be ale to defined clearly what
he wants to measure and must find adequate metords for measuring it
alnog with a clear cut defination of population he wants to study. Since the
aim is toobtain complete and accurate information in the said studies the
procedure to be used must be carefully planned. The research design must
make enough provision for protection against bias and must maximize
reliability with due concern for economical completion of the research study.
In this design we use first colected data.

TYPE OF METHORD:-
In this survey methord is use.

RESEARCH DESIGN

It includes three research design

1. Observational design

2. Smaple design

3. Statistical design

40
 1. OBSERVATIONAL DESIGN

COLLECTION OF PRIMARY DATA

QUESTIONNAIRE:-

The questionnaire is alist of question to be asked from the respodents it is

alsosuitable space where the answers can be recorded.
A questionnaire is amethord ofobtaining specific information about a
defined problem so that the data after analysis and interpretation result in a
better appreciation of the problem. A quetionnaire from which has to be
completed by an interviewer is often referred as schedule.

Direct Interviewing:-

Direct interviewing involved the process where I asked the

questions directly to the customers and got the feedback

41
COLLECTION OF SECONDARY DATA

Secondary data means data that are alredy available they refer the data
which have already been collected and analyzed by someone else.secondary
data either be publsed data or unpublished data.

Secondary Source of Data:

Secondary sources are the other important sources through which the data
were collected. These are the readily available sources of the data where one
had need not put much effort to collect because it is already been collected
and part in an elderly manner by some researchers, experts and socialites.
The secondary sources helpful for study were:
Text books like Marketing Management, Research Methodology,
Advertisement and Sales Promotion.
Internet was made use for the collection of the data.
Newspapers were also referred.
Business Magazines also referred.
Some journals were also referred.

42
 2. SAMPLE DESIGN TECHNIQUES

SAMPLE UNIT:-

Maruti Customer

SAMPLE SIZE:-

100 Customers

SAMPLING PROCESS:-

In samplanig metord two methord are used:-

Convenience Sampling

Multistage Sampling

CONVINENCE SAMPLING:-

It is used for research for certain specialized purpose. If one has very little
information about asubject then a small-scale conveience sample can be of
value exploratory work to help understand the range of variability of reponse
in asubject area just talking to a few customers may help identying issues.

43
MULTISTAGE SAMPLING:-

I prefer multi stage sampling becuase it includes area sampling. In area

sampling we include three authorized showroom of maruti.

Cannaught place
Lagpat Nagar
Gazipur

3. STATISTICAL DESIGN:-

It includes averagae,percentage and graphical analysis.

44
45
Q.1) What is the preference levels among maruti models?

Sample Size = 100 Source:- Primary

MODELS NO. OF PEREFRENCE

RESPONDENTS LEVEL
ZEN 4 4%
ALTO 7 7%
ESTEEM 13 13%
WAGON-R 35 35%
MARUTI 800 25 25%
OMNI 4 4%
VERSA 4 5%
GYPSY 2 2%
BALENO 1 1%

1%
4%
2%4%
NO. OF RESPONDENTS
ZEN ALTO ESTEEM WAGAN-R MARUTI 800 OMNI VERSA GYPSY BALENO

4% 8%

15%
25%

37%

The graph shows that maximum demand of Wagon-R (37%).

25% of customer given preference to Maruti 800.
1% of customer given prefernce to Baleno which is minimum.

46
Q.2) Is spare parts are available in the showroom?

Sample Size = 100 Source:- Primary

SPARE PARTS NO. OF PERCENTAGE

RESPONDENTS
AVAILABLE 80 80%
NOT AVAILABLE 15 15%
NO COMMENT 5 5%

90
80
70
60
50
PERCENTAGE
40
NO. OF RESPONDENTS
30
20
10
0
AVAILABLE NOT AVAILABLE NO COMMENTS

The graph shows that 80% of buyers got the spare parts service
centre.
15% of buyers said that its not available.
5% of customer had passed no comment.

47
Q.3) What is the basic purpose of purchasing acar?

Sample Size = 100 Source:- Primary

PURPOSES NO. OF PERCENTAGE

RESPONDENTS
BUYING FOR 10 10%
LUXURY
BUYING FOR 20 20%
UTILITY NEEDS
BUYING FOR 40 40%
TRAVELLING
NEEDS
BUYING FOR 30 30%
STATUS

40
30
20
10
0 NO. OF RESPONDENTS
PERCENTAGE

The above graph shows that 40% of buyers buying the car for
travelling needs.
30% of buyers buying the car to maintain status.
10% of buyers buying the car for luxury purpose.

48
Q.4) What is the reason for buyinng of maruti company cars?

Sample Size = 100 Source:- Primary

REASON NO. OF RESPONDENTS PERCENTAGE

ON THE BASIS OF 14 14%
POPULARITY
ON THE BASIS OF 29 29%
EFFICIENCY
ON THE BASIS OF 57 57%
BRAND AWARENESS

NO. OF RESPONDENTS
ON THE BASIS OF POPULARITY ON THE BASIS OF EFFICIENCY
ON THE BASIS OF BRAND AWARENESS

14%

57% 29%

Diagram shows that maximum 57% costumer buy their car according to
popularity of Maruti.

49
Q.5) Satisfaction level among maruti sales service?

Sample Size = 100 Source:- Primary

SATISFACTION NO. OF PERCENTAGE

LEVEL RESPONDENTS
SATISFIED 20 20%
NOT SATISFIED 15 15%
NO COMMENT 65 65%

NO. OF RESOPONDENTS
SATISFIED NOT SATISFIED NO COMMENT

20%

15%
65%

This graph shows that 65% customers is fully satisfied with their
Maruti car service.
15% of customer are not satisfied.
20% of customers are satisfied.

50
Q.6) What is your perception towards maruti work shop?

Sample Size = 100 Source:- Primary

PERCEPTION NO. OF PERCENTAGE

RESPONDENTS
EXCELENT 67 67%
GOOD 22 22%
NO COMMENT 11 11%

NO. OF RESPONDENTS
EXCELLENT GOOD NO COMMENT

11%

22%

67%

Diagram show that 67% of customer given excellent response.

22%of customers given response and 11% passed no comments.

51
Q.7) Is there a price difference between authorised centre & open
market?

Sample Size = 100 Source:- Primary

RESPONSE NO. OF PERCENTAGE

RESPONDENT
YES 80 80%
NO 10 10%
NOT USED TILL 10 10%

NO. OF RESPONDENTS
YES NO NOT USED TILL

10%
10%

80%

Diagram show that 80% customer saying that there is difference between
authorised centre & open market and 10% customer said no difference.

52
Q.8) In which income group you come?

Sample Size = 100 Source:- Primary

INCOME GROUP NO. OF PERSON PERCENTAGE

10000-15000 22 22%
15000-20000 28 28%
20000-25000 31 31%
25000 & ABOVE 13 13%

NO. OF PERSON
10000-15000 15000-20000 20000-25000 25000 & ABOVE
14% 23%

33%
30%

Above graph shows that 37% of customer belongs to 20000-25000

income group who has been problem takin servicing of their car in My
car Pvt.Ltd.
28% of customer getting servicing in My car Pvt.Ltd. belongs to
15000-20000 income groups.
22% of customer belongs to 10000-15000 income group getting
servicing.

53
Q.9) what is the features of maruti as compare to others?

Sample Size = 100 Source:- Primary

FEATURES MARUTI TATA OTHERS

INDICA
MILEAGE 28% 40% 32%
COMFORT 46% 32% 22%
SAFETY 38% 33% 29%
OUTLOOK 37% 42% 21%
PRICE 26% 46% 28%

50%
45%
40%
35%
30%
25% MARUTI
20% TATA INDICA
15%
OTHERS
10%
5%
0%

Above graph shows that Maruti providing best combination of comfort and
safety respectively 46% and 38% ( customer option) comparative to other.

54
Q.10) What is your mode of purchase of car?

Sample Size = 100 Source:- Primary

CREDIT 82%
CASH 18%

PERCENTAGE

100%

80%

60%
PERCENTAGE
40%

20%

0%
CREDIT CASH

From above data it is clear that maost of cutomers are buying type on credit.

55
Q.11) Give rank to different maruti models as per your choice?

Respondents were asked to rank to given brand. Findings are follows:

Sample Size = 100 Source:- Primary

MODELS NO. OF PERCENTAGE

RESPONDETS
MARUTI 800 52 52%
ZEN 20 20%
ALTO 18 18%
WAGONR 10 10%

NO. OF RESPONDENTS
MARUTI800 ZEN ALTO WAGAN-R

10%
18%
52%
20%

From above data it is clear that Maruti is at top according to

preference of customer.
Zen ranked second with 20 & Alto with 3rd with 18.

56
Q.12) Do you known about the models of maruti?

To collect data the awareness of different brands respondents were asked to

name of different brands collected data is as follows:

Sample Size = 100 Source:- Primary

MODELS NO. OF PERCENTAGE

RESPODENTS
MARUTI 800 48 48%
ZEN 26 26%
BALENO 10 10%
ALTO 8 8%
WAGON-R 8 8%

NO. OF RESPONDENTS
MARUTI 800 ZEN BALENO ALTO WAGAN-R

8%
8%
10%
48%

26%

From above data it is clear that Maruti is leading in this awareness test
closely followed by Zen,Alto, WaganR ,Baleno,Swift.

57
Q.13) What is your Satisfaction level of different brand used?

MODELS NO.OF PERCENTAGE

RESPONDENTS
MARUTI 800 40 40%
ZEN 30 30%
VERSA 6 6%
ALTO 16 16%
BALENO 6 6%
WAGAN-R 2 2%

NO. OF RESPONDENTS
MARUTI 800 ZEN VERSA ALTO BALENO WAGON-R

6% 2%

16% 40%
6%

30%

From above data it is clear that Maruti 800 is market leader in moradbad as
78% customer using it, Zen is lagging behind with 38% of customer using
Zen.

58
Q.14) What is your expectations from different marutishowroom?

AREA NO. OF BETTER LOW CREDIT AFTER

RESPONDEN QUALIT PRIC FACILIT SALE
T Y E Y SERVIC
E
GAZIPUR 50 20 15 5 10
MAHRAUL 50 25 10 8 7
I

50
45
40
35
30
25
20
15 GAZIPUR
10
5 MAHRAULI
0

From above data is clear that product quality 45 and low price 25 are two
deciding factors.Aalthough other factor such as association view, fitters
view and price also plays significant role in buying behaviour.

59
FINDINGS

I meet with 100Maruti customers following are my analysis based on their

response.

1. 60% of the customers do their vehicle serviced regularly and through

Maruti authorized service center and 40% customers do from outside
or nearby mechanics.

2. Those customers preferring service from by mechanics have following

reasons:-

Not satisfied with work shop - 40%

Nearby or walking distance - 25%
Cheaper than workshop 19%
Environment of the work shop 105
Late delivery of vehicle 6%

3. Out of 40% of customer who were not satisfied with workshop have
following resons:-
Service advisor not attending properly 60%
Heavy rush of vehicle at time of booking -10%
Not trained mechanics -5%

4. Out of 105 of customer who are not satisfied with environment of the
workshop have following resons
Not coorperative response with supervisor 38%
Customer lounge was not properly clean -12%
Only one counter arrangement for payment 25%

60
LIMITATIONS

During the research period I faced a no. Of problem some of them are as
follows :-

1. Sample size was one of the main problem.

2. Finance was another problems such along survey requries alot of

money.

3. Time was the one of major limitation.Such along survey require much
time.

4. Customer does not fully co-operate to given the real information.

61
CONCLUSION

An organization study of competent Automobiles Co. LTD. Division leads

me to conclude that this division has reasonable vehicle sales, service /
reapair , spare parts operation with handling , purchasing , storage &
delivery facilities.

This system provides for reasonable allocation of resource to the related

jobs.

I have also noticed that this organization has resonable system of

authorization levels with necessary control on the issue of stores and labor to
jobs & there is a system of inter commensurate with size and the nature of its
business.

One think in competent automobiles co. Ltd. Is having great important.

There is seprate for executive ,worker & mechanism , which they follow
stricly. After com[leting the project during the questionnaire , following
thing come in light.

1. Most of the customers are not happy with the workshop.

2. There is no proper communication with the customer about paint

booth.

3. Sales persons are nit doing field work effectively.

4. Customers are switching to words other workshops because of some

resons.

5. At last, management is not taking care of their responsibility at upper

level.

62
63
BIBLIOGRAPHY

1. Books :-
Title Marketing Management , Author Philip Kotler , Publisher
Hall of India Pvt.Ltd.

Title Marketing Management , Author - Sexena & Ranjan ,

Publisher Tata McGraw Hill Publishing company Ltd.

2. Magazines & periodicals :-

Auto India
Auto Cars
Industry Track
Motoring Monthly

3. Journals :-
Newspaper
The Times of India
Economic Times
The Hindustan Times

4. Websites :-
www.marutiudyog.com
www.google.co.in

64
65
SURVEY

Dear Sir/ MAM,

We are thankful to you for patronizing MRUTI. We hope that you are
satisfied with the product and quality of services offered by the workshop.
As there is always scope for improvement, we would like to get your
opinion in these areas.
I would like therefore, request you to kindly assists us in our efforts
by sparing aliitle time to give us your valuable feedback from below. Please
do not hesitate to inform us of any observation that you think may be
relevent. We assure you that we try to come up to your epectations.

NAME: ........................

OCCUPATION: .....................................

ADDRESS: ................................

CONTRACT NUMBER : ...........................

66
QUESTIONNAIRE

Q.1) What is the preference levels among maruti models?

Zen
Alto
Esteem
Wagon R
MARUTI 800
OMNI
VERSA
GYPSY
BALENO

Q.2) Is spare parts are available in the showroom?

Available
Not available
No comment
Q.3) What is the basic purpose of purchasing a car?
Buying for luxury
Buying for utility needs
Buying for travelling needs
Buying for status

Q.4) What is the reason for buyinng of maruti company cars?

On the basis of popularity
On the basis of efficiency
On the basis of brand awareness

Q.5) Satisfaction level among maruti sales service?

Satisfied
Not stisfied
No comment

Q.6) What is your perception towards maruti work shop?

Excellent
Good
No comment
67
Q.7) Is there a price difference between authorised centre & open market?
Yes
No
Not used till

Q.8) In which income group you come?

10000-15000
15000-20000
20000-25000
25000 & above

Q.9) what is the features of maruti as compare to others?

Mileage
Comfort
Safety
Outlook
Price

Q.10) What is your mode of purchase of car?

Credit
Cash

Q.11) Give rank to different maruti models as per your choice?

Maruti 800
Zen
Alto
WaganR

Q.12) Do you known about the models of maruti?

Maruti 800
Zen
Alto
WaganR

68
Q.13) What is your Satisfaction level of different brand used?
Maruti 800
Zen
Versa
Alto
Baleno
WagonR

Q.14) What is your expectations from different marutishowroom?

Better quality
Low price
Credit facility
After sales services

69