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Organizational Study

INTERNSHIP IN

INDUS MOTORS Pvt.Ltd


A report submitted in partial fulfillment of the requirement for the MBA degree of Bharathiar University.

By ANEESH B Reg. No.:10P35F1026 August 2011

GAIN MORE KNOWLEDGE REACH GREATER HEIGHTS

Presidency College , Kempapura - Hebbal ,Bangalore 560024


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DECLARATION

I, hereby, declare that this Internship report titled organization study is prepared by me in INDUS MOTORS Pvt .Ltd, Bangalore during the Academic year 2011-2012 under the able guidance of faculty Dr. Rajiv R K Massey Presidency College, Bangalore, as partial fulfillment of requirement of the award of Master in Business Administration of Bangalore University. I also declare that this project is the result of my own and has not been submitted to any other university or institution for the award of any degree or diploma.

ANEESH B

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ACKNOWLEDGEMENT

This project has been an educating experience for me. I have learnt patience, diligence and tenacity. On the path of learning, the presence of an experienced guide is indispensable. I would like to thank my guide Dr. Rajiv R K Massey for his valuable support and guidance. I would also like to thank INDUS MOTORS Pvt Ltd, Manager, Mr. Aslam for his corporation and suggestions. Words are not enough to express our gratitude to Presidency College ,Director Mr. Brahm Sharma and other staff members of MBA department and each one of them whose valuable suggestions and hints has really made this project come true. Last but not the least , I would like to thank my friends for their help and support, without which the completion of this project would not have been possible.

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TABLE OF CONTENTS

SR. NO.

CONTENTS

PAGE NO.

COMPANY PROFILE

5-25

ORGANISATIONAL STRUCTURE

26-28

FUNCTIONAL AREAS(DEPARTMENT AND DIVISION)

29-51

SWOT ANALYSIS, VISION, MISSION, GOALS AND OBJECTIVES

52-57

FINDINGS AND SUGGESTIONS

58-60

CONCLUSION

60-61

BIBLIOGRAPHY

62-63

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CHAPTER I COMPANY PROFILE

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INDUSTRY PROFILE

GLOBAL CAR INDUSTRY


The passenger car segments has emerged as a major driving force for upstream industries like steel, rubber, plastics, glass, and electronics and downstream industries like advertising and marketing, transport and insurance. The car industry generates large amount of employment opportunities in the economy. The global automotive car market is growing at a rate of only 2 percent per annum and it is not expected to pick up in the near term. Growth has dropped due to the increasing level saturation in the larger car market of the world. Worldwide the trend is towards ensuring that ones products are superior in terms of quality. This will enhance the useful life of cars and hence, slow down growth is sales. The world car production increased from 44.66 million in 1996 to an estimated 48.30 million cars in 1999. Japan, Canada and USA brought about the major increases, which contribute to 53% of the worlds car production. The USA and Japan are the leaders with around 42% of the total world market. However, since the last two or three years, the international passenger car industry has been witnessing an over capacity of more than 30%. The trend suggests that industry volumes may grow by just 2% or around 10 million vehicles per year. If this situation continues for the next few years the world car market may witness shakeout in the near future. Already signs towards these are being observed as the phenomenon of mergers catches on. The recent mergers in the international car market are Ford- Volvo, Renault- Nissan and Daimler-Chrysler. Among the top car manufacturing companies General Motors and Ford Motors group of USA lead with a contribution of 15.8% and 11.6% of world car production, respectively. Volkswagen and Toyota stand third and fourth more than 9% contributions each to the world car production.

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The global domination of the larger automotive manufacturer is slowly on the wane and the trend in sakes is shifting towards more regiocentric products. Automakers that have been enjoying a generally prosperous spell would have to rethink on the way vehicles are designed, manufactured, distributed or sold. Already, players like General Motors Volkswagen and Toyota have begun to re-examine their dealer relationship and pricing strategies. Carmakers would now have to think in terms of a new customer focus and provide better financing and servicing. Strategic tie-ups, mergers and acquisitions have become a talk of the day. A few instances are Daimler Benzs tie-up with Chrysler of the US, Fords acquiring of Daewoo and tieups with Volvo Car Corporation and Renault acquiring a stake in Nissan. Such deals will certainly lead to economy in terms of costs but remains to be seen whether they will also create significant new opportunities for growth.

With global consolidation in the car industry, it is expected that more international player will work closely to bring about operational efficiencies. By nature the car industry is highly capital intensive and vast amount of money are being spend on R&D. with the players getting together to produce more technologically superior cars, they can drive greater benefits from their R&D efforts. Profits, which are under pressure due to wafer thin margins, will be boosted due to greater economies of scale. Moreover, bigger capacities among players means lesser fixed cost per produced. Even if mergers are not on the near future, technology sharing and the offering of equity stakes is inevitable.

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THE BIRTH OF AUTOMOBILE


In the early 15th century the Portuguese arrived in china and the interaction of two cultures lead to a variety of new technologies, including the creation of a wheel that turned the generation. By 1660s a full sized engine powered vehicle was created. By the mid 15th century the idea of the self propelled vehicle have been put into action with the development of experimental vehicles powered by means of springs, clock works and etc.. Nicolas Joseph Cugnot of France is considered to have invented the first true automobile in 1769, designed by Cugnot and constructed by M. Berzin, it is also the first American who obtained patent for self propelled carriage which could attain speeds up to 6km/hour. The early steam powered vehicle were only practiced one on a perfectly flat surface as strong as iron. In 1771 he again designed another steam driven engine which ran so fast that rammed into a well, recording the worlds first accident.

INDIAN AUTOMOBILE INDUSTRY


India has one of the largest automobile industries in Asia. Shown here is Maruti Suzukis A-Star which was completely designed in India. Indian automakers like Tata Motors have opened several manufacturing bases around the globe. Shown here is Tata Indigo during an Auto exhibition in Italy. The automobile industry in India is the tenth largest in the world with an annual production of appropriate 2 million units. India is expected to overtake China as the worlds fastest growing car market in terms of the number of units sold and the automotive industry is one of the fastest growing manufacturing sector in India. Because of its large market (India has a population of 1.1 billion; the second largest in the world), a low base of car ownership (25 per 1000 people) and a surging economy, India has become a huge attraction for car manufacturers around the world.

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Though several major foreign automakers, like ford, Suzuki, GM, and Honda have their manufacturing bases in India, India automobile market is dominated by domestic companies. Maruti Suzuki is the largest passenger vehicle company; Tata Motors is the largest commercial vehicle company while Hero Honda is the largest motorcycle company in India. Other major Indian automobile manufactures include Mahindra & Mahindra, Ashok Leyland and Bajaj Auto.

The automotive industry directly and indirectly employs 13 million individuals in India. The industry is valued at about US$ 35 billion contributing about 3.1% of Indias GDP (nominal). Indias cost-competitive auto components industry is the second largest in the world. In addition, Indias motorcycle market is also the second largest in the world with annual sales of about 5 million units. In India there are 100 people per vehicle, while this figure is 82 in China. It is expected that Indian automobile industry will achieve mass motorization status by 2014. Almost all major international car manufactures, from across the world are present in India and those that are not here have made announcement to this effect. The passenger vehicle market is dominated by compact cars and the rest of the market fragmented, with about 12-13 manufactures fighting for one-third of the market space. Another characteristic of the India market is our low car penetration of 8 cars per thousand people (much less than other developing countries) which indicates the scope for growth. No doubt the demand is projected to grow over two-fold in the next few years expecting which various manufactures have started/announced their plans to increase the production capacity. Compiling all announcements, the total figure will exceed 4 million. India Automobile Industry includes the manufacture of trucks, buses, passenger car, defense vehicle, two wheelers etc. The industry can be broadly divided into the car manufacturing, two wheeler manufacturing and heavy vehicle manufacturing units.

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Cars dominate the passenger vehicle market by 97%. Maruti Suzuki has 52% share in passenger cars and is a complete monopoly in multipurpose vehicles. In utility vehicles Mahindra holds 42% share. In commercial vehicle, TATA Motors dominates the market with more than 60% share. Tata Motors is also the worlds fifth largest medium & heavy commercial vehicle manufacturer.

HISTORY OF INDIAN CAR


The first imported car was seen on Indian road 1942 Hindustan Motors incorporated 1994. Premier automobiles started 1948- First car manufactured in India 1953- The Government of India decreed that only those firms which have manufacturing program should be allowed to operate 1995- Only seven firms namely, HM, API, ALL, SMPIL, PAL, M&M and TELCO received approval. In 1960 1970 the two wheeler and three wheeler industry established a foothold in the Indian scenario. In 1970 1980 not much change was witnessed during this period. The major factors affecting the industry were the implementation of the MRTP Act (Monopolies and Trade Restrictive Practices Act), FERA (Foreign Exchange Regulation Act) and Oil Shock of 1973 and 1979. In 1980 1990 the first phase of liberalization was announced by the Govt. with the liberalization of the governments protectionist policies, the advantage hitherto enjoyed by the Indian car manufactures like monopoly, oligopoly, slowly began to disappear. This period is also marked by the entry of a large number of firms in the market. 4 Japanese manufactures entered the Commercial Vehicle and Two Wheeler market. The Government agreed to the demand for allowing foreign collaboration in the automobile sector. The industry witnessed resurgence due to major policy changes like relaxation in MRTP and FERA, de-licensing of some ancillary products, broad banding of the products and modification in the licensing policy. Also, the concessions it gave to the private sector and the new foreign collaboration policy, all resulted in higher growth and better performance of the industry than in the earlier decades.

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The Government of India tied up with Suzuki Inc. of Japan which produced Indias most successful car-Maruti. In 1991 Under the Governments new National Industry Policy, the license raj was dispensed with, and the automobile industries were allowed to expand freely. 1993-With the winds of liberalization sweeping the Indian car market, many multinationals like Daewoo, Peugeot, General motors, MercedesBenz and Fiat came into the Indian car market. 1997-The National Highway Policy was announced which will hopefully have a positive impact on the automobile industry.

The Government also laid down the emission standards to be met by car manufacturers in India in the coming millennium. There were two successive stringent emission levels to be met by April 2000 and April 2005, respectively. These norms were benchmarked on the basis of those already adopted in Europe, hence the names Euro I (equivalent to India 2000) and the Indian equivalent of Euro II. 1999-The Honble supreme Court passed an order directing all car manufactures to comply with Euro I emission norms (India 2000 norms) by the 1 st of May, 1999 in National Capital Region (NCR) of Delhi. The deadline was later extended to 1 st June, 1999. Since the first car rolled out the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of Indian has come a long way. During its early stages the auto industry was overlooked by the Indian Government and the policies were also not favorable. The liberalization policy and various tax reliefs by the Government of Indian in recent years have made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18% per annum, has become a hot destination for global auto players like Volvo, General Motors and Ford. Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divides into 03 broad categories: Cars, twowheeler and heavy vehicle.

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SNIPPETS The first automobile in India rolled in 1897 in Bombay India is being recognized as potential emerging auto market Foreign players are adding to their investments in Indian auto industry Within two-wheelers, motorcycles contribute 80% of the segment size. Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%). Tata Motors dominates over 60% of the Indian commercial vehicle market 2/3 of auto component production is consumed directly by OMEs India is the largest three-wheeler market in the world India is the largest two-wheeler manufacturer in the world. India is the second largest tractor manufacturer in the world. The number one global motorcycle manufacturer is in India. India is the fourth largest car market in Asia - recently crossed the 1 million mark.

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COMPANY PROFILE
About Indus Motors Indus Motor Company Private Limited is the No. 1 dealer in the country for Maruti Suzuki India Ltd. For last 5 years in a row. They are the number one dealer in the country for any car manufacturer and have sold a record of 28447 cars for FY 08-09. The dealer is having 4 dealerships in Kerala and 2 in Chennai and has 52 sales outlets and 39 service centers spread across nook and corner of Kerala. Indus Motor Company Private Limited has started their operation in 1984 and got Maruti dealership in 1986. The initial years of the company were not so encouraging and it struggled to survive in the slowly growing automobile market. The company was taken over by Pee Vees Group owned by Mr. P.V Abdul Wahab (MP) in 2003. The new management has restructured the business operation and induced fresh capital to the company. From 5702 cars sold in 2002-2003 period, the company has witnessed heavy growth o 20-30% every year. They have set new benchmark of service in the automobile sector. With the launch of M-800 by Maruti Suzuki India Limited (MSIL) in 1984, the company got its first dealership in Calicut. Over years, the company expanded its dealership to Trivandrum, Cochin, Muvattupuzha (Ernakulam district) and other districts of Kerala. Indus entered the competitive Chennai market in 2007 to diversify its geographical presence. Indus Motor Company Private Limited, having its registered office at Indus House, Chakorathukulam, Calicut and the corporate office at opposite South Gate of Cochin Shipyard, Thevara, Kochi-682015, was incorporated on 11th July, 1984 with the main objective of dealing motor vehicles in the state of Kerala. The Pee Vees group has interests in Educational institution, Plantations, Civil constructions and LPG and Petroleum. Infrastructure and management expertise which Indus put behind their business has borne fruit-Maruti gave two coveted awards to Indus- Thevara workshop was adjusted the best Model Workshop in India and Indus was the second highest seller of Genuine Maruti Spare in India. JD Power associates have rated Indus as No. 1 south India Sale Satisfaction.

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Indus become the no. 1 dealer in India


Indus Motor Pvt. Ltd. The authorized Maruti dealer has become No. dealer in India. With an all time record sale of 40832 Maruti cars in the financial year 2010-2011. The no. 1 Maruti dealer in Kerala becomes No. 1 India. No other Maruti dealer in India has been able to reach such heights within one year. In the All India Dealers Conference 2010 held at Macau, Indus bagged 11 awards from Maruti Suzuki including THE OVER ALL EXCELLENCE AWARD. And the Award for Highest Car Sale in India. Indus has the sales record in new Maruti cars, True Value cars, Maruti Genuine Accessories, Customer Satisfaction Index and Sales Satisfaction Index that has also contributed to Indus Success. Indus will be committed to provide quality service to all their customers and will maintain the No. 1 position. Another prestigious Award received by In Balance Score Card with Platinum Plus. This performance linked Award is based on the operational Excellence, Infrastructure & above all customer satisfaction. Sales and Services Indus Motor Company Private Limited provides the entire range of products and services available in the Maruti Suzuki. Indus is the pioneers of new and services available in the Maruti Suzuki. Indus is the pioneers of new and innovative sales strategies like Unlimited Car Care Package. UCP that provides a Maruti customer, lifelong care for his car, Indus is the highest seller of Maruti cars in All India Ranking for April-December 2003 for models Maruti 800 and Alto. The main aim of Indus Motor is to increase sales and all the other departments try their maximum to increase sales.

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Sales outlets
Indus has its own authorized service network divided has certain sections or ease cures of Maruti owners there are service divisions, Maruti genuine parts division, vehicle sale division, Maruti insurance renewal division, Maruti accessories division and Maruti true vale exchange division. The authorized service stations are at Kanhangad, Kannur, Thalassery, Cochin, Palakkad, Trivandrum. Thrissur, Kalamassery, Edappally, Kayamkulam, Kottayam and

Service outlets
Indus Motor Company Private Limited has about 35 service network available through Kerala from Trivandrum to Kanhangad for immediate service work. All workshops are ideally located in all the cities. Expertise service personnel will be helping the vehicle problems. Breakdown, accident recovery vehicles are available to you round the clock. Indus had the facilities for insurance renewal.

Maruti True Value


Maruti True Value is where you can purchase a used Maruti car which has been checked on 120 points specified by Maruti and evaluated by a service engineer sent from Maruti Suzuki and will get free service too.

Spare Parts
Communications plays very important role for running spare parts operations effectively and efficiently. Indus Motor spare parts department got with online transactions. It connects MUL and Indus branch spare parts. Network spare parts availability and other spare parts related enquiry can check with through network system.

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Maruti finance
Some finance companies are tied up with Indus Motors to give finance help to the customers. It helps customers very much. HDFC bank Kotak car finance Axis bank Sundaram finance Magam Indus Ind. Bank

Maruti insurance
Maruti insurance helps the customer to insuring the cars. It includes comprehensive insurance and 3rd party insurance. Comprehensive insurance means insuring the driver, co-driver and also the vehicle. 3rd party insurance means insuring the codriver and other vehicle only (3rd partys vehicle). The main agencies that insuring cars in Indus Motor are: Royal Suntharam Baja Alliance National insurance ICICI

QUALITY POLICY Through customer satisfaction quality services achieved by through constant adherence and continual improvement in quality services and systems following P.D.C.A (Plan, Do, Check Act) technique in all our functions and actions complying with the requirements.

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BRANCHES OF INDUS MOTOR Co. Pvt. Ltd.


Trivandrum Venpalavattom Kollam Muvattupuzha Eranakulam Kottayam Kayamkulam 1 Kayamkulam 2 Kanjirapally Pathanamthitta Kalamassery Kanhangad Thrissur Guruvayoor Palakkad Kottakkal Nallalam Panicker road Koya road Vadakara Thalassery Kannur Kakkanad Nilambur Kothamangalam Pattamby Adoor Thodupuzha Ranny Angamaly Page 17

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PRODUCT PROFILE

Kizashi A- Star Alto Alto K-10 Swift Swift Dzire Maruti 800 WagonR SX4 Omni New Estilo Gypsy Grand Vitara Ritz Eeco

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Kizashi

A- Star

Alto

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Alto K-10

Swift

Swift Dzire

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Maruti 800

WagonR

SX4

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Omni

New Zen Estilo

Gypsy

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Grand Vitara

Ritz

Eeco

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AWARDS RECEIVED BY INDUS MOTORS

All India best performance All India Highest sales Platinum Dealer in balance Scorecard

Best in Customer satisfaction in Service TVM Best in Customer Satisfaction in sales Chennai Highest sales in Maruti Genuine Accessories

Highest Rural sale in India Best performance in institutional Sales Zonal Highest sale Dealer in 1000 Club

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OTHER AWARDS
Name of the Awards
OVER ALL EXCELLENCE (WINNER) PLATINUM in BSC No. 1 IN VEHICLE SALES (WINNER) HIGHEST MGA OFFTAKE (WINNER) BEST MI PENETRATION (WINNER) BEST PERFORMANCE IN SPECIAL SCHEME HIGHEST EXCHANGE PENETRATION (WINNER) BEST MKT SHARE CITY (A CATEGORY) BEST PERFORMANCE IN INSTITUTIONAL SALES HIGHEST CAR SALES VOLUME (WINNER) BEST MKT SHARE CITY (B CATEGORY) HIGHEST CAR SALES VOLUME (1st Runner up) BEST EMPLOYEE RETENTION (WINNER)/ SALES CHENNAI SALES CALICUT SALES CALICUT SALES COCHIN SALES COCHIN SALES COCHIN SALES COCHIN SALES GROUP SALES GROUP SALES GROUP GENERAL SALES GROUP GROUP

Division
GENERAL

Dealership
GROUP

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CHAPTER II

ORGANIZATIONAL STRUCTURE
(HIERARCHY)

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BOARD OF DIRECTORS

CHAIRMAN AND MANAGING DIRECTOR Mr. P.V Abdul Wahab

VICE CHAIRMAN Mr. P.A. Ibrahim Haji

DIRECTOR Mr. P.V. Muneer

DIRECTOR Mr. P.V. Ali Mubarak

DIRECTOR Mrs. P.V. Yasmin Wahab

DIRECTOR Mr. T.P. Ajith

DIRECTOR Mr. Jaber Abdul Wahab

DIRECTOR Mr. T.P. Anil Kumar

DIRECTOR Mr. P.A. Mohammed Shafi

DIRECTOR Mr. Ajmal Abdul Wahab

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CMD

CEO

CGM-Service

CGM-Sales

AGM-Finance & Arts

Insurance & MDS-Manager

HR, Administration & IT Managers

AGM-Service

AGM-Body shop

Accessories

Vehicle

Used car Supporting Staffs Supporting Staffs

AGM-Spares

Zonal Managers

Store In charge Sr. Managers (Fin & Acts) Audit Manager Acts Managers

Works Managers

Dealership Heads Supporting Staff

Regional Managers CCM Accounts Officers Asst. MgrService Asst. Manager Stock & PDI

Territory Managers Accountant

Service Engineer

Service Engineer

Mgr. Accessories

Team Leaders Assistant Accountant

Supervisors

Supervisors

Mgr Used car

Sales Executives Cashiers

Mechanics

Mechanics

SSI

Supporting Staff

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CHAPTER III FUNCTIONAL AREAS

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PEOPLE
Mr. P.V Abdul Wahab (MP) is the chairman of Indus Motor Co. [P] Ltd. and Mr. P. A. Ibrahim Haji is the vice chairman Boards of directors are Mr. P. V. Muneer, Mr. P. V. Ali Mubarak, Mrs. Yasmin Wahab, Mr. T. P. Ajith Kumar, Mr. Jaber Abdul Wahab, Mr. Ajmal Abdul Wahab, Mr. T. P. Mohammed Shafi. Finance department head is Mr. K.P. Anas Sale department head is Mr. P. D. Sebastian (CGM) Service department head is Mr. Amanulla. Insurance department head is Mrs. Susheela. C Administration department head is Mr. Kamal Raj. Human Resource department head is Mr. Ubaidulla.

INDUS MOTORS QUALITY POLICIES


To maintain all quality leadership in all Products & Services. Total customer satisfaction through Quality Products & Services. Commitment of management to quality. To create a culture amongst all employees towards total quality concept. Total quality through performance leadership.

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CUSTOMER SERVICE
Customer care manager is accountable for the SSI of the dealership and he/she must ensure the implementation of all policies/procedures in this regard. Qualities of a customer care officer are enthusiasm, customer-service orientation, honesty, high energy and team orientation.

INDUS MOTORS WITH THEIR CUSTOMERS


Sales Operation Standards are another important factor of Indus Motors. Sales Operation Standards (S0S). These are basically a set of requirements in terms of infrastructure and workflow processes that should be meeting at the dealership. By adhering to SOS, it have a much higher chance of ensuring customer satisfaction and hence retention. The purpose of sales operation standards: Two main element directly impact customer after the purchase are satisfaction with dealer performance and vehicle quality. Dealer performance encompasses all phases of the consumer-dealer relationship cycle, including vehicle delivery and dealer service. An unpleasant experience with the dealer during the process of buying the vehicle can lead to dissatisfaction, second thoughts and erosion of confidence in the dealer/manufacturer. In order to ensure 100% satisfaction of customers during the sales and delivery process, certain basic minimum standards have been laid down by Indus Motors named sales operation standards. Delivering more than what the customer expects results in a satisfied customer. A satisfied customer is the most valuable asset of Indus motors since it is this satisfaction which will decide the customers future intention of 3 R s that is Recommendation, Revisit and Repurchase; this is very important tools which help Indus in increasing their business.

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VARIOUS DEPARTMENTS IN INDUS MOTORS

Indus motors have different departments for its functioning. The main departments includes : Sales department Service department Insurance department Finance department Administration department Human resource department

BOARD OF DIRECTORS

CEO

SALES

SERVICE

INSURANCE

FINANCE

ADMINISTRATION

HUMAN RESOURCE

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SALES DEPARTMENT
Sales Department includes marketing, sales promotion. The head of the department (sales) is P.D Sebastian (CGM). The main function of this department is to attract and retain customers, increase sales volume considering a particular period of time, to find out persons or agencies to carryout sales activities and explore new market. Promotion and marketing is an important component of the development of an organization. Promotion maybe defined as the co-ordination of all seller-initiated effort to set up channels of information and persuasion to facilitate the sale of goods and services. Sales promotion is a supporting component in a marketing mix. The sales promotion mix consist of advertising, personal selling, publicity, sales promotion. These all are following by Indus Motor Co. Pvt. Ltd. Advertising is a non-personal paid means of communication using in Indus Motor where the source is clearly identified as the sponsoring organization. If focuses upon group of persons, rather than individuals to attract to Indus. Personal selling consists of person to person communication between the sales person and their prospects, means sales person of Indus Motor and the customer. Personal selling may be very intense means of promotion. Publicity is the dissemination of information by personal or non personal means and is not directly paid for the Indus Motors and for which organization is not clearly identified as the source. The most common type of publicity using in Indus Motors is the news release (also known as press release) and photographs. Sales promotion consists of a wide variety of activities, other than personal selling like advertising and publicity that stimulate consumer purchasing and other dealer effectiveness such as displays, shows and expositions, demonstration and various non recurrent selling efforts not in the ordinary routine. Sales promotion activities are impersonal and are directed at the ultimate consumers. These activities tend to supplement the advertising and personal selling efforts.

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Sales Support Techniques These are some sales supporting techniques used by Indus Motors. It can be grouped into two main areas printed materials and special offers. Printed materials include brochures, folders, direct main materials, display materials etc. 1. A brochure describes and illustrates about the company in detail. 2. The folder is a single piece of illustrated paper which can be folded. 3. Display of cars, it attracts the attention of customers and visitors. 4. Notices it contains diagrams as well as written information. They can be created in such a way as to attract attention. 5. In paper advertising many option are available (copy alone or with graphics) 6. Flex open the door to the new ways of reaching out to the customers. It has made advertising more appealing and easier than times. Attractive flex boards catch the mind of the customer.

The sales supporting elements are usually for attracting the customers of Indus Motors. The attractive displays, brochures etc will attract the customers easily; through this attraction the customers are willing to buy the car. So for the promotion of every product and services good advertisements and displays are essential. The important thing for the high sales of Indus Motors is their good customer relation, every organization will have a direct or in direct relation with the customer, it will increase the sales of cars, accessories etc and advertisement are the second element. Special Offers Special offers like temporary price reduction, free gifts, premiums and various types of programs are being used extensively. The Maruti dealer adopts these techniques as an additional sales support tool.

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MARKETING DEPARTMENT
According to American marketing association, Marketing is the performance of the business activities the direct the flow of goods and services from the producer to customer or the user. Marketing involves all the activities involved in the creation of place, time and possession utilities. Marketing is a process of making goods means cars useful to the society. It can be used as A concept (understanding needs and responding) A process A function (analyzing market opportunities, planning, implementation, control etc) A series of techniques (a blend of behavior and management science)

In Indus Motors, marketing is come under sales department, marketing is an important tool for sales otherwise it leads to failure. Advertisements, Displays are some of the tools of marketing. And some special schemes and discounts offered by Maruti Suzuki are some of the normal techniques used to attract the customers. Marketing also include test driving this helps the customers to know about the car and its mileage etc and also the facilities and features of the car. Through marketing, the sales executive develops a good contract between the customers this helps to buy cars from Indus again; goods contact between the companies. This helps to the success of the company. Marketing in Indus Motors focuses on car sales and services. It deals with display of cars also. The main aim of Indus is to satisfy and delight the customers. It surrounded by needs of a customer, Focuses on delivering value to the customer. Modern marketing concept helps to study the needs, desires and preferences of

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customers. In Indus Motors customers are king. The two main objectives of modern marketing concepts are customer satisfaction and profit maximization.

SALES DEPARTMENT

CHIEF GENERAL MANAGER

ASSISTANT GENERAL MANAGER

REGIONAL HEAD

SHOW ROOM

STOCK

REGISTRATION

SALES FORCE PDI INSURANCE CORPORATE

Sales department of Indus Motors headed by chief executive officer. Chief General Manager is another heads of the sales department. He decides the target of sales department and divides the work to the employees under them. Under chief general manager, there are assistant general manager in sales. Assistant general manager controls the regional heads. Under regional head are team leaders to control the executives and motivate and inspire then. These all collective called sales department.
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SERVICE DEPARTMENT
Indus Motors Company [P] Ltd. provides the service and entire range of product and available in the Maruti Suzuki family. Chief general manager of service department is Mr. Amanulla. Other department heads (service) are Mr. Madhavan kutty and Mr. Unni A.K (AGM). INDUS Motors provides good services to customers. Service department have good service station. Indus Motors service network is available throughout Kerala from Trivandrum to Kasargod for immediate service work. Of all, Ernakulum has the best service station. This is one of the reasons to attract the customers to Indus Motors for servicing and buying too.

CHIEF GENERAL MANAGER

GENERAL MANAGER

AGM SERVICE WORK MANAGER ASSISTANT WORK MANAGER CUSTOMER CARE MANAGER ASSISTANT CUSTOMER CARE MANAGER CUSTOMER CARE EXECUTIVES

AGM SPARE

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The head of the service department is the chief general manager, service, he controls the service department under him there are assistant general manager in service and assistant general manager in spare. Service manager controls the whole service works come under Indus, service includes rectification of complaints, periodical servicing etc. Indus motors help the customers in every situation like break down, accident recovery etc. This is the main advantages of Indus Motors. Assistant general manager for spare helps the customers by two year free warranty if the spares of the cars get damaged or get any problem. For a task, that is servicing of car, work manager is responsible for its care, maintenance and repair with the help of the subordinates including assistant managers, technicians etc. to clear the problem and deliver the car in the promised time. He ensures the customers satisfaction and quality service.

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INSURANCE DEPARTMENT
The next important department is insurance department, in this department insurance of new cars and old cars. This is another important feature of Indus Motors. Insurance department head is Mrs. Susheela C Nair. In this department of Indus Motors dealing with insuring the cars, it includes comprehensive insurance and 3rd party insurance. Comprehensive insurance means insuring the driver, copassenger and also the vehicle. 3rd party insurance means insuring the other vehicle only (3rd partys vehicle). Next important thing is the renewal of the insurance, Indus Motors remind the customers, for that there is a section in insurance department called telecalling section, and also send proposal to the customers. Indus Motors with Maruti Suzuki India Ltd., they insuring cars with the tie up some insurance companies. The four main insuring agencies of Indus Motors are Royal Suntharam, Bajaj Alliance, National Insurance and ICICI. Insuring Maruti cars, through this Indus aims customer satisfaction and good customer relation.

INSURANCE DEPARTMENT HEAD

ASSISTANT MANAGER

MANAGER SUPPORT DIVISION

AUTO INSURANCE DIVISION

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FINANCE DEPARTMENT

Finance department is another important department of Indus Motors. Finance department head is Mr. K.P Anas. In this department all the transactions, accounts, auditing etc. are involved. This department includes financial matters with the customers and company too. This department also deals with financial and budgetary control, accounting of expenditure on works, costing of services and operation of facilitate cost control, property, lease infrastructure, cost of stock, payment of salary, managing funds, incentives and remuneration preparation of budget, appropriation of accounts, treasury management, custody of funds, internal and external records, debt administration, statutory and tax reports etc.

Objectives: Profit Maximization Wealth Maximization

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FINANCE DEPARTMENT HEAD

FINANCE MANAGER

ASSISTANT FINANCE MANAGER

ACCOUNTS HEAD

CAHIER

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ADMINISTRATION DEPARTMENT
The next important is administration. Administration department head is Mr. Kamal Raj. In this department of Indus Motors includes office administration and legal activities.

ADMINISTRATION Administration department is to co-ordinate the activities of all departments of Indus Motors. This department has contact with all other department of Indus, service, sales, insurance, finance etc. it also convincing the meeting of the board of Indus. It also include annual plans, welfare, solving labor issues etc. this department also provide additional assistance for the preparation of the documentation when necessary to other department, develop a performance based budget which will evaluate all activities.

LEGAL Legal department deals with the legal activities of Indus Motors. This department deals with all the legal matters of the company, its business matters; these are controlled by the legal advisory body. This legal advisory body also helps to solve the cases which related to Indus Motors. Legal department is responsible for providing legal services and advices to Indus Motor, its divisions and employees. The department faces a large number of legal matters, including business development, contract management, employee law, sales and lease matters, debt collection, bankruptcy, case prosecution etc. prosecution of cases in courts litigation management, documentation, preparation and drafting, prevent lawsuits from

coming onto company, protection of common rights in judicial sitting and all these activities create the workflow of legal department.

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HUMAN RESOURCE DEPARTMENT

Human Resource (HR) department head is Mr. Ubaidulla, Human Resource manager. The department has other office assistance also. Human Resource Management is an integral part of management which is concerned with people at work and their relationship within the organization. As per modern management, employees are the key resource of an organization and a happy employee definitely contributes immensely towards the growth and development of an organization. It has become a necessity for the management to look after welfare, basic satisfaction and needs of employees and keep them motivated. Thats why Indus also trusts in this, their employees and customers. Human Resource Management refers to the set of activities associated with human resource planning, recruitment, selection, orientation, training, appraisal, motivation, remuneration etc. human resource management aims at developing people through work Human resource head in Indus works with the organizations top executives on strategic planning-using their expertise to suggest and change policies which affect the workforce of Indus. Human resource specialists serve as a mediator between top management and employees. If there is any problem or dissatisfaction among employees, the HRs duty is to solve the problem, otherwise it became a big issue and it affects the organization. But Indus has a good HR department that act as a mediator between the management and employees for satisfaction, planning, selection, development etc.

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Objectives of Human Resource Department in Indus Motors To maintain effective coordination between HRM and others. HRM department helps in motivating the employees in attaining individuals goals and in return will lead to attain the organization. A qualified applicant for specific type of job. To ensure the above objectives by eras of a systematic scheme of centralized recruitment this will be regular and effective. Major functions of HR department Manpower planning Recruitment and selection Induction and orientation Training and development

HR MANAGER HEAD Planning Recruitment Selection Orientation Training Development Motivation


SOURCING EXECUTIVES

MANAGER SOURCING

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HRM DEPARTMENT

ESTABLISHMENT

TRAINING AND DEVELOPMENT

INDUSTRIAL RELATION

WELFARE

1. Establishment Section
Establishment section of Indus Motor involved with the activities like recruitment, selection, promotions and performance appraisal record of dayto-day activities as well as manpower adjustment. The selection is basically involved with establishment activities.

Recruitment and Selection

It is a process of selection for prospective employees and stimulating and encouraging them for job in an organization. Selection is process of putting right person to right job according to job specification of organization.

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Procedures or Recruitment Rules

1. Corporate personnel directorate will engage recruitment.

2. Mode of selection by group discussion and personal interview.

3. All India advertisement will release every year, inviting application from candidates.

4. Selected candidates will undergo induction training for period of a year.

2. Training and Development


Training is any kind of action to import or improve the employee attitude, skill and knowledge. The efficiency of an organization is depends directly on the capability and talent of its employees and how motivated they are. Capacity of a person is depends upon his ability to work and type of training has helped improve productivity, which in turn has helped both employees and organization. Training is no doubt costly affair but greater importance has to be paid to the pay back. In the past, Indian business organizations were not giving adequate importance to this aspect and they could not complete with world organizations due to this reason.

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Effective training enables employees to learn to do their jobs better and performance more proficiently. With increasingly advance technology, continuous training of personnel has become essential to the success of the organization. From organizational point of view, training shortens the time required for employees to reach peak efficiency level. Cost of training is considerably less than the cost of gaining experience particularly in the context of advanced technology and expensive equipment. Training and development is any attempt to improve current or future employees ability to perform through learning, usually by changing the employees attitude or increasing his or her skills and knowledge. Training refers to the process of imparting specific skills. Development refers to the learning opportunities designed to help employees growth.

Training
Activities designed to provide learning with knowledge and skill needed for employees present job There must be a behavioral change after training. The mission of a training function is to bring about a behavioral change, and real test of behavioral change is the trainees or participants improved performance on the job.

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Development Development is boarder than the term training. It is a systematic planning and application of training and other activities through the person with the whole range of knowledge, skill and experience needed the effective performance in the present and the future job. Purpose of training Job requirements- Employees needs specific skills required for performing job. Technology changes- Due to rapid changes in technology, necessary training should be given to the employees. Bridging the gap between required performance level and actual performance level.

INDUS MOTORS RELATION WITH THEIR EMPLOYEES


Indus motors have good relation between their employees, this help the organization to develop and make goodwill among the economy and in society; this will also attract the customers because of the company name and the services offered by Indus Motors. Employee relation is essential among this, because unity leads the Indus to achieve the target that means maximum sale of cars per month (11501250/month)

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Stress in employees Stress is an element included in every organization for achieving the target, for reducing the stress of employees; Indus motors gives some family tour programs, department get together, festival celebration etc. Motivation to employees include: - Monitory, gifts, rewards and social motivations. 1. Monitory motivation Monitory motivation elements of Indus motors mainly include the monthly salary, if the employee work efficiently they get increase in their salary amount, another important monitory motivation includes traveling allowance, free mobile phones to all employees. Wages incentives In wages incentives, an additional reward are given only to those employees who perform exceptionally well in Indus, while other employees get normal wages. The instrumentality perform expectancy theory is applicable, as the employees feel secured as all of them get base pay, unlike the piece rate wherein base pay is not assured. Feeling a sense of security helps employees develop themselves under wages incentives. Uncertainty of pay makes people restless and troublesome. Wages incentives provide safety and security to the job, besides giving additional wages to high performers.

Profit sharing Profit sharing is practical type of motivation to monitor employees for better performance. Indus motors declares bonus on additional profitability at an agreed rate of sharing, because the increase in profitability is not only due to organizational structure, machines, method and management but also the outcome of employees. The additional profit so shared between employees and organization is paid either in cash or bonus share is a deferred benefit.

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Incentives/special incentives Incentives/ special incentives mean an employee in Indus motors sold more cars or accessories or finance they get a special incentives. These are some of the parameters of incentives. This will helps to motivate the employees. Through this motivation, the company gets maximum profit and can achieve the common goal. Other parameters of incentives include medical ESI, PF and bonus. 2. Gifts and rewards as motivational element Gifts and rewards include special packages, tour to India and abroad, gift packages from Maruti/dealership as performance rewards for maximum sales of cars, accessories, finance, exchange etc. 3. Social motivation Social motivation means more than 3500 families are depending on Indus. And it also include department get-together and family tours etc

COMPLETE DEALERSHIP INVOLVEMENT


Complete dealership involvement means everybody in the showroom performs to the best of his/her ability in order to ensure that the customer is completely satisfied with the show experience. For that it include:Guard Qualities: - qualities include service-oriented, patient, approachable, professional (dress, manners). The guard is the first individual with whom a customer interacts. Lobby manager The lobby manager is responsible for managing the facilities in the showroom. He/she ensure that every customer inside the showroom is comfortable. Another very important role of lobby manager is to regularly maintain and update the bulletin board should be near the customer langue.
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Salesperson Qualities of salesperson in Indus include Listen carefully to the customer and find out what he/she needs. Win the confidence of the customer and establish a rapport for a long-term relationship with the customer. Be warm and friendly Explain about the product, features and benefits to the customers patiently. Never rush through the proceedings. Maintain honestly and integrity in his/her dealing so as to gain the trust of the customer.

Service advisor Service advisor plays very important role in showroom. Service advisor should actively participate in every delivery. He should explain all the operating controls of the car, service, warranty etc. using the delivery checklist. The customers signature should then be taken on the checklist. A copy of the delivery checklist should be retained with the dealership and original handed over to the customer. He should also hand over his visiting card to the customer and ask the customer to contact him for any vehicle-related problem. Qualities of a service advisor include enthusiasm, customer-service orientation, and high energy.

Customer care manager


Customer care manager (CCM) is the term of the customer care team and spearheads the customer care related activities at the showroom. Customer care manager is accountable for the SSI of the dealership and he/she must ensure the implementation of all policies/procedures in this regard.

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CHAPTER - IV

SWOT ANALYSIS / VISION, MISSION, GOALS AND OBJECTIVES

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VISION AND MISSION

VISION Transform Indus into World Class Dealership

Remain No.1 in India

Delighted customers and Delighted Employees

MISSION We will pursue the development of our financial and human resources through diversified business activities, in an ethical and socially responsible manner and in pace with the advancements of the day. We will uphold a professional code of conduct in the pursuit of our goals and are committed to taking up social responsibilities as a corporate citizen by dedicating a significant share of our productive surpluses for espousing social causes that would benefit our employees, their families and the society at large.

VALUES AND BELIEFS The enduring belief that our corporate destiny is inextricably entwined with those of our employees and customers carries us towards a profitable and ethical business model.

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OBJECTIVES

Achieving Market Leadership by Delivering Value to Customers


Following our Customer First philosophy in manufacturing and providing high quality vehicles and services that meet the needs of Pakistani customers. Enhancing the quality and reach of our 3S Dealership Network. Employing customer insight and feedback for continuous corporate renewal, including product development, improving service and customer care.

Bringing better Quality to India


Maximizing QRD (Quality, Reliability and Durability) by built-in engineering. Transferring technology and promoting indigenization at IMC and Vendors. Raising the bar in all support functions to meet Maruti Global Standards.

Optimizing Cost by Kaizen


Fostering a Kaizen culture and mindset at IMC, its Dealers and Vendors. Implementing Maruti Production System. Removing waste in all areas and operating in the lowest cost quartile of the industry.

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Respecting our People


Treating employees as the most important sustainable competitive resource. Providing a continuous learning environment that promotes individual creativity and teamwork. Supporting equal employment opportunities, diversity and inclusion without discrimination. Building competitive value through mutual trust and mutual responsibility between the Indus Team and the Company.

Becoming a Good Corporate Citizen


Following ethical business practices and the laws of the land. Engaging in philanthropic and social activities that contribute to the enrichment of Indian society, especially in areas that are strategic to both societal and business needs e.g. Road Safety, Technical Education, Environment Protection, etc.

Enhancing corporate value and respect while achieving a stable and longterm growth for the benefit of our shareholders.

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SWOT ANALYSIS
SWOT analysis is a technique that used in organization to find out employees organizations Strength, Weakness, Opportunities, and Threats. Through this the organization can find out their strengths and weakness etc and also can solve the problems.

Strengths: Good customer relations Good employee relations Largest network All facilities in a single roof Freedom to every employees Highest quality product (cars) Sound financial capacity and goodwill Provides good welfare measures to the employees High morale of employees

Weakness: Lack of man power retention. Delay in implementing new systems. No internal control. Lack of motivation. Wide gap in communication. Management is not given more powers to take timely decision Immediate planning and execution is not carried. Employees lack of awareness in their own job.

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Opportunities Wide spread demand for product. The efficiency of the worker can promoted and appreciated. Indus can deliver the cars and accessories very faster to the customer. Customers special interest on the product.

Threats: Competition: - both dealership competition and product competition. Dealership completion: - competition with other Maruti dealers like Popular Motors, Sai Motors, Hercules. Product competition: - competition with other companys (means product competition) like Hyundai, Ford, Tata. Increased instability in the economy.

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CHAPTER V

FINDINGS AND SUGGESTIONS

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FINDINGS

Indus Motors Pvt. Ltd. The authorized Maruti dealers have become No. 1 Dealer in india.

Indus will be committed to provide quality service to all their customers and will maintain the No. 1 position.

Indus Motors service network is available throughout Kerala from Trivandrum to Kasargod for immediate service work.

Some finance companies are tied up with Indus Motors to give finance help to the customers. It helps customers very much.

Most of the Customers prefers Maruti Cars due to its High Resale Value.

Maruti Maintenance Cost is less it helps to attract more customers.

Majority of the Customer Satisfied that company is able to deliver the cars on time.

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SUGGESTIONS

Customer benefits given have to improve as the Competition is high. Service Department function has to be improved. The technical Competence has to be improved. Customers Suggestions has to be considered

Management must provide opportunities to the employees to express their opinion, problems and suggestions Provide value added service and offers such as prize scheme , lucky draw etc. to promote sales Sales can be improved by reducing the service charge and spare parts costs

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CONCLUSION

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CONCLUSIONS
All the glamour is attached to car companies while most people don't realize that as buyers of cars they will seldom, if ever, deal directly with the car manufacturer. Dealerships are the public face of the car company, maintaining the brand that the manufacturer has built. The entry of multinational car companies into India really shook the market and brought professionalism into the concept of dealerships here. These companies have certain standards of excellence and they spend hours training personnel at dealerships. Initial costs of land and equipment are high, the latter because many machines are imported. But the biggest investment is in people. Not having well-trained staff can ruin whatever is built. This business is about customer satisfaction, like the hospitality business. One has to have a hands-on approach Indus Motors Pvt. Ltd. The authorized Maruti dealers have become No. 1 Dealer in India. With an all time record sale of 40786 Maruti cars in the financial year 2010-2011. The No.1 Maruti dealer in Kerala becomes No. 1 in India. No other Maruti dealer in India has been able to reach such heights. In the All India Dealers Conference 2007 held at Athens, Greece, Indus bagged 11 awards from Maruti Suzuki including The over All Excellence Award. And the Award for Highest Car Sales in India. Indus has the sales record in new Maruti cars, True Value cars, Maruti Genuine Accessories, Customer Satisfaction Index and Sales Satisfaction Index that has also contributed to Indus Success. Indus will be committed to provide quality service to all their customers and will maintain the No. 1 position. This performance linked Award is based on operational Excellence, Infrastructure & above all Customer Satisfaction.

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BIBLIOGRAPHY

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BIBLIOGRAPHY
BOOKS REFERRED: Human Resource Management (VSP..Rao) Human Resource Management (Ashwathappa.)

WEBSTES REFERRED: www.indusmotor.com www.wikipedia.com www.Maruti Suzuki.com

PERSONAL GUIDE: HR department head Mr. Ubaidulla Finance Department head Mr. K. P. Anas Sales Manager Mr.Aslam

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