Contents Sl. Titles No.

I Chapter 1 Executive summary Introduction Literature review Customer satisfaction defined II Chapter 2 Organization Profile Organization Chart Data Collection Method

Page No.

III

Chapter 3 Analysis and interpretation Findings Suggestions Conclusion

IV

Chapter 4 Appendix Bibliography

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Executive Summary Objectives:

To analyze various post sales service provided by Venkatesh Authorized Dealer Gulbarga.

To determine customer satisfaction level based on post sales service provided. To understand the behavior of the staff with customers. To suggest measures to improve customer satisfaction and improve quality of service. Purpose of study:The main purpose of the study is to know weather the customers are satisfied with the services provided by Venkatesh Authorized Dealer is satisfied or not. Scope of the study:

The study covers the users of Hero Honda bikes in Gulbarga city. The study covers the customer owning Hero Honda two wheelers in Gulbarga city.

Limitation of the study:1) Because of time constrain my study confines only to Gulbarga city

& it is not possible to make extensive study. BABASAB PATIL

2) By busy working schedule of executives it is difficult to extract more Information from them.

Research methodology:-

Data source

Primary (field Survey) Secondary Data (Internet).

Area of research Research approach Research instrument Sample plan Sample unit Sampling method Sample size

Gulbarga city. Survey Method. Questionnaire. Personal interview. Two wheeler owners. Convenience sampling. 100 customers.

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INTRODUCTION The Indian two wheelers industry has grown from meager 900 vehicle in 1950 to staggering figure over1.5million vehicles in 1988, with petrol price costing eight times as much as 15 years ago, few persons now a days afford to maintain a car .The opinion is either to own two wheeler or aviate for public transportation system .But the service offered by public transport in different cities, by and large had deteriorated and thus covalence and independent in traveling short distance it is also a status symbol of the middle class people are urban and semi-urban region. Beyond 1950s the motorcycle were manufactured in our country itself by using simple technology low engine capacity etc.After1980s when the government introduces liberal import licensing policy the Hero group made collaboration with Honda Group of Japan and started with the name Hero Honda a successful two wheeler manufacturing company .after the collaboration the company had increased its vehicle CC capacity, engine capacity and mileage and they enter in to four stroke and today they are the Indias No1.Manufacturer of two wheelers.

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Following is the criteria of Hero Honda in two wheelers market which have made in to be world No1 price, after sales service .Aesthetic works, fuel efficiency, resale value and technical competence, power, etc. In todays world buyers are becoming increasingly aware of advantages of fuel economy which explains the prolific sales of Hero Honda

LITERATURE REVIEW

About the study customer satisfaction. Customer satisfaction is the key to success. Getting your customers to tell you whats good good about your product or services and where you need improvement helps you to ensure that your business measures up to their expectations. The attached file contains a customer satisfaction survey from designed to help you gather this important information it was designed to make it easy for customer to fill out & to make it easy for you to quickly customize to exactly match your companys activities. It also includes suggestions for distributing the form, ensuring that customer will return the form and following up on comments.
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CUSTOMER SATISFACTION DEFINED.

The reason for a business firm to come into being is the existence of a customer who has unfilled needs and wants. Hero Honda has advantage of having the widest product range in all market segments in which it operates, putting itself in a unique position of providing just product, but the best economic solution to their customer thus fulfilling the unfilled needs. Hero Honda keeps itself abreast of the new and emerging technologies and adopting them to deliver high quality and high performance vehicles to their end customers. Customer satisfaction has been conceptualized in several ways. It consists of expectations, performance interaction,

pleasured/displeasure, and the evaluation of the benefits of consumption.

Consumer satisfaction is result of confirmation of expectation. Hero Honda has been focusing on the improvement & Excellency in processes, which it uses to satisfy there to accomplish, this it has focused on improving customer-orientation and value chain

integration. Thus meeting of customer expectation.

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MODELWISE WARRANTY DETAILS

WARRANTY POLICY Scope of Warranty

Hero Honda Motors Limited warrants all its two wheelers manufactured/assembled in Dharuhera Plant and Gurgaon Plant, distributed in India and sold through its authorised dealers to be free, under normal use and condition, from any defect both in material and workmanship, subject to the following terms and conditions. Terms and Conditions 1. All Hero Honda two-wheelers are warranted for a certain period specified in terms of time and kms from the date of purchase, whichever term gets satisfied earlier. 2. It is mandatory for the customer to avail all free and paid services as per the recommended schedule to be eligible for the warranty benefits. 3. If a defect is observed in any Hero Honda twowheeler, Hero Honda's only obligation/liability is to repair or replace those parts which is/are considered to be the cause of malfunction free BABASAB PATIL
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of charge of both labour and material, when Hero Honda acknowledges that such malfunction has not come out of misuse or improper handling etc. such defective twowheeler should be brought to the nearest Hero Honda dealer/authorised service centre by the owner for necessary inspection and subsequent repairs. Limitations of Warranty The warranty shall not apply: If any of the free services or subsequent paid service is not availed as per the recommended service schedule given in the owner's manual.

If Hero Honda recommended engine oil is not used. To normal wear and tear components like bulbs, electrical wiring, filters, spark plugs, clutch plates, brake shoes, fasteners, shims, washers, oil seals, gaskets, rubber parts (other than tyres and tubes), plastic components, chain and sprockets and in case of wheel rim misalignment or bend. If there is any damage due to modification or fitting of accessories other than the ones recommended by Hero Honda. If the two-wheeler has been used in any competitive events like track races or rallies. If there is any damage to the painted surface BABASAB PATIL
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due to industrial pollution or other extraneous factors.

For claims made for any consequential damage due to any previous malfunction. For normal phenomenon like noise, vibration, oil seepage, which do not affect the performance of the two-wheeler.

If there is any damaged caused due to usage of improper oil/grease, non genuine parts. For two-wheelers which have been used for any commercial purposes as taxi etc. For maintenance repairs required due to misuse while driving or due to adulteration of oil, petrol or due to bad road conditions. For consumables like oil, grease etc. used during free services or used during warranty repairs. If any part of the vehicle is tampered/repaired by unauthorized persons/workshops etc.

For two-wheelers not used in accordance with the owner's manual supplied with each twowheeler by Hero Honda.

Warranty on Proprietary Items Warranty on proprietary items like tyres, tubes & battery etc. will be directly handled by the respective Original Equipment Manufacturers (OEMs) except AMCO for batteries and Dunlop/Falcon for tyres, tubes. In case of any defect in proprietary items, other BABASAB PATIL
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than the above two mentioned OEM's the dealer must approach the branch office/dealer of the respective manufacturers. For AMCO batteries and Dunlop/Falcon tyres, tubes claims will be accepted at our Authorised Dealership/Service Centres, w.e.f 1st May2002, as per the mutually agreed terms and conditions between Hero Honda and these two OEM's. While for other OEM's in case the claim is not accepted for any invalid reason, then the claim along with the refusal note from the OEM can be sent to the warranty section at Gurgaon Plant after due recommendation of the area service engineer

Hero Honda CBZ X-TREME is warranted for a period of 3 years or 40,000 kms, whichever is earlier, from the date of purchase.

Hero Honda Karizma is warranted for a period of 2 years or 30,000 kms, whichever is earlier, from the date of purchase

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Hero Honda Achiever is warranted for a period of 3 years or 40,000 kms, whichever is earlier, from the date of purchase

Hero Honda Glamour FI is warranted for a period of 3 years or 40,000 kms, whichever is earlier, from the date of purchase

Hero Honda Glamour is warranted for a period of 3 years or 40,000 kms, whichever is earlier, from the date of purchase

Hero Honda Super Splendor is warranted for a period of 3 years or 40,000 kms, whichever is earlier, from the date of purchase.

Hero Honda Passion Plus is warranted for a period of 2 years or 30,000 kms, whichever is earlier, from the date of purchase.

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Hero Honda Splendor+ is warranted for a period of 2 years or 30,000 kms, whichever is earlier, from the date of purchase

Hero Honda Pleasure is warranted for a period of 2 years or 24,000 kms, whichever is earlier, from the date of purchase.

Hero Honda CD Deluxe is warranted for a period of 2 years or 30,000 kms, whichever is earlier, from the date of purchase

Hero Honda CD Dawn is warranted for a period of 2 years or 30,000 kms, whichever is earlier, from the date of purchase

SERVICE & MAINTENANCE SCHEDULE Our constant endeavour is to support the company's mandate of providing highest level of customer satisfaction by taking good care of your two-wheeler service and maintenance through our vast network of more than 2100 committed Dealers and Service outlets spread across the country. Our state-of-the-art authorised workshops have well laid out standards for twowheeler servicing with fully equipped infrastructure having quality precision instruments, pneumatic tools and a team of highly trained service technicians.
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Having your two-wheeler serviced at an authorised workshop ensures highest standards of service quality and reliability.

Service

Schedule

Hero Honda offers free services on all its two-wheelers. You should avail these services within the stipulated conditions of time period or km range, whichever condition gets satisfied earlier from the date of purchase. After the completion of free services or its validity period you must continue availing paid services as per the recommended service schedule.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity date previous service

in of 60 100 100 100 100 100

Days from the

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:
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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the purchase date

in from EACH FREE SERVICE IS VALID FOR 365 DAYS of FROM THE DATE OF PURCHASE

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity date previous service

in of 60 100 100 100 100 100

Days from the

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity date previous service

in of 60 100 100 100 100 100

Days from the

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity date previous service

in of 60 100 100 100 100 100

Days from the

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier. Service Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the date purchase

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity date previous service

in of 60 100 100 100 100 100

Days from the

Paid Service

Each Paid Service needs to be availed after every 2000 kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the purchase date

in from EACH FREE SERVICE IS VALID FOR 365 DAYS of FROM THE DATE OF PURCHASE

Paid Service

Each Paid Service needs to be availed after every 2000 kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the date purchase

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the date purchase

in from EACH FREE SERVICE IS VALID FOR 365 DAYS of FROM THE DATE OF PURCHASE

Paid Service

Each Paid Service needs to be availed after every 2000 kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the date purchase

in from 750 of 1000 - 3500 - 7500 - 11500 4000 8000 12000 - 15500 16000 - 19500 20000

Validity Days the date purchase

in from of 40 - 55 140 155 - 280 295 430 - 445 570 - 585 715 - 730

Paid Service

Each Paid Service needs to be availed after every 4000 kms or 150 days from the previous service, whichever is earlier.

NOTE: An OIL CHANGE coupon is provide between 3rd and 4th service to be availed between 9500 10000 KMS or 350 - 365 days from the date of purchase, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the date purchase

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the date purchase

in from EACH FREE SERVICE IS VALID FOR 365 DAYS of FROM THE DATE OF PURCHASE

Paid Service

Each Paid Service needs to be availed after every 2000 kms or 60 days from the previous service, whichever is earlier.

Service

Schedule:

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Type of Free Service

1 st

2 nd

3 rd

4 th

5 th

6 th

Validity Kms the purchase date

in from 500 - 2500 of 750 2800 - 5000 5500 - 7000 7500 - 9000 9500 - 11000 11500 -

Validity Days the purchase date

in from EACH FREE SERVICE IS VALID FOR 365 DAYS of FROM THE DATE OF PURCHASE

Each Paid Service needs to be availed after every 2000 Paid Service kms or 60 days from the previous service, whichever is earlier.

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ORGANIZATION PROFILE
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HERO HONDA Hero, the brand name synonymous with two wheelers in India, is a multi-unitMulti-product, geographically diversified, group of companies the reflection of the steely ambition and indomitable grid of the Munjal family. Trace the sags of Hero through more than 45 of Enterprise & Achievements, of version and planning. Always blazing through the trials of success.

HISTORY OF HERO HONDA The legend of Hero Honda What started out joint venture between Hero group, the worlds largest bicycle manufacturer and the company of Japans, has today become the worlds dingle largest two wheelers company .coming in to existence January 19, 1948, Hero Motors limited gave India nothing less than are evaluation on two wheelers, the made famous by fill it shut it and forget it campaign .Driven by the trust of over 5 million customers. The Honda product range today command

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market share 48% making it veritable giant in the industry. Add to that technologic excellence, an expansive dealer network, and reliable after sale service, and you have one of the customer-friendly companies.

This is provided by the companys over the year: 1985.86 1989.90 1998.99 1999-0 2000.1 2000.2 2000.3 43000 96,200 units units

5, 30,600 units 7,61,210 units 10,29,555 units 14,25,195 units 16,77,537 units

Customer satisfaction, high quality product, the strength of Honda, technology and the Hero group dynamic helped HHML sales new frontiers and exceed limits. In the word of Mr. Brijmohan Lall Munjal, the chairman and managing Director we will continue to make afford required for the development, of motorcycle industry, through new product development, technology innovation, investment in equipment of facilities and through efficient management BABASAB PATIL
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Hero Honda is worlds third largest two wheeler maker. India has the largest number of two wheelers in the world with 41.6 million vehicles. India has a mix of 30 percent automobiles and 70 percent two wheelers in the country. India was the second largest two wheeler manufacturer in the world starting in the 1950s with the birth of automobile products of India (API) that manufactured scooters. API manufactured the but, another company; Bajaj auto ltd. surpassed API and remained through the turn of the century from its association with Piaggio of Italy (manufacturer of Vespa scooters). The licence raj that existed between the 1940s to 1980s in India did not allow foreign companies to enter the market and imports were tightly controlled. This regulatory maze, before the economic liberalization, made business easier for local players to have a sellers market. Customers in India were forced to wait 12 years to buy a scooter from Bajaj. The CEO of Bajaj commented that he did not need a marketing department, only a dispatch department. By the year 1990, Bajaj had a waiting list that was twenty-six times its annual output for scooters. The motorcycle segment had the same long wait times with three manufacturers Royal Enfield, and Escorts. Royal Enfield made a 350cc Bullet with the only four-stroke engine at that time and took the higher end of the market but there was little competition for their customers. Ideal Jawa and Escorts took the middle and lower end of the market respectively. In the mid-1980s, the Indian government regulations changed and permitted foreign companies to enter the Indian market through minority joint ventures. The two-wheeler market changed with four Indo-Japanese joint ventures: Hero Honda, T.VS Bajaj Kawasaki and Kinetic Motor Company (Kinetic Honda). The entry of these foreign companies changed the Indian market dynamics from the supply side to the demand side. With a larger selection of two-wheelers on the Indian market, consumers started to gain influence over the products they bought and raised higher customer expectations. The industry produced more models, styling options, prices, and different fuel efficiencies. The foreign companies new technologies helped make the products more reliable and with better quality. Indian companies had to change to keep up with their global counterparts. The 2006 Forbes 200 Most Respected companies list has Hero Honda Motors ranked at 108. 33 BABASAB PATIL

Growth Hero Honda experienced great growth throughout its early days. The Munjal family started a modest business of bicycle components. By 2002 Hero Group had sold 86 million bicycles producing 16000 bicycles a day. Today Hero Honda has an assembly line of nine different models of motorcycles available. It holds the record for most popular bike in the world by sales for Its Splendor model. Hero Honda Motors Limited was established in joint venture with Honda Motors of Japan in 1984, to manufacture motorcycles. It is currently the largest producer of Two Wheelers in the world. It sold 3 million bikes in the year 2005-2006. Recently it has also entered in scooter manufacturing, with its model PLEASURE mainly aimed at girls. HUNK is the latest offering from the HHML stable.

A Hero Honda "Splendor" bike Just-in-Time Manufacturing The Hero Group through the Hero Cycles Division uses just-in-time manufacturing. The Group boasts of superb operational efficiencies. Every assembly line worker operates two machines simultaneously to save time and improve productivity. The fact that most of the machines are either developed or fabricated in-house, has resulted in low inventory levels. In Hero Cycles Limited, the just-in-time inventory principle has been working since the beginning of production in the unit. This is the Japanese style of production. In India, Hero is probably the only company to have mastered the art of the just-in-time inventory principle.

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Models

Hero Honda Ambition 133 Hero Honda Ambition 135 Hero Honda CD 100 Hero Honda CD 100 SS Hero Honda CD Dawn Hero Honda Splendor Hero Honda Splendor+ Hero Honda Super Splendor Hero Honda CD Dawn Hero Honda Joy Hero Honda Street Hero Honda CBZ Hero Honda CBZ Extreme Hero Honda Passion Hero Honda Passion+ Hero Honda Passion Pro Hero Honda Karizma Hero Honda Hunk Hero Honda Pleasure Hero Honda Glamour Hero Honda Splendor NXG

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MILESTONE OF HERO HONDA:Year Event 2001 Bike maker of the year by overdrive Magazine

Winner of review 200-Asias leading companies award (9th Rank Amongst top 10 Indian companies).

Passion model introduced Achieved OM-One million productions in one single year. Entrepreneur of the year Award conferred upon the chairman, Mr.Brijmohan Lall by Ernst & Young. The leave Award for Environment to Hero Honda by center for social and Environment Green Rating project. . 2002 Bike maker of the year by overdrive Magazine.

Winner of review 200-Asias leading companies award (4th Rank Amongst top 10 Indian companies).

Sponsored India, England Womens cricket series.

Sponsored Hero Honda master golf championship. BABASAB PATIL

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 Entrepreneur of the year award conferred upon chairman, Mr. Brijmohn Lall by Business standard.

2003

Winner of the review 200-Asian leading company Award (3rd Rank among top 10 Indian company)

Most Respected Company in automobile sector by Business World. Bike maker of the year by overdrive magazine

THE CHAIRMAN:Brijimohan Lall Munjal-The king of Road The venerated patriarch and visionary of the Hero group, Mr. Brijimohan Lall Munjal is the first generation entrepreneur who stared very small and through sheer hard work and perseverance today made this two wheelers venture the No1two wheelers company.

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THE STORY OF THE INDOMITABLE ENTREPRENEUR:One the brightest stories of Indian entrepreneurship began seventy one Years ago when a six year old boy quietly walked in to a newly opened Gurkul (Indian value based school) near his home in Kamalia (now in Pakistan) determined to again admission instantly. Thus began an extraordinary saga of Entrepreneurial achievement. Today, we know that boy as Brijmohan Lall Munjal, the much venerated Patriarch of the Hero Group one of the largest corporation group in country.

Brijmohan Lall inspirations to enter the two wheelers world come from a desire to prove the cheapest from transport for the poorest of the poor. Post Partition, Brijmohan Lall Munjal and his brother relocated to Ludhiana. They had to began from scratch. They set up manufactures of bicycle components .From then on there was no looking back. In typically modest manner B.M.Munjal accords a great deal of credit for high success to his family and team. He traversed the road success fallowing these
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principles: Trusting his uncanny instincts. A unique approach to people one from the heart. Ahead of time, every time. The idea corporate citizen showing other the way. His leadership and sagacity has earned his great respect and he has personally been responsible for kindling the spirit of entrepreneurship amongst his employees who today constitute a family of about forty successful Entrepreneurs. PRODUCT PROFILE Following are the products of Hero Honda: 1. Splendor+ 2. Karizma
3. CBZ Extreme

4. Glamour 5. Passion +
6. CD-Dawn

7. Pleasure 8. Super Splendor 9. CD Deluxe 10.Achiever BABASAB PATIL

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11.Hunk 12.Splendor NXG 13.passion pro 14.Hunk new 15.Hunk SPL Edition

SERVICE STATEMENT Our constant Endeavour is support the companys mandate of providing highest level of customer satisfaction by taking care of your motorcycle service & maintenance through our vast network of more than 1000 committed dealer & service outlets spread across the country.

Our state-of-the-art authorized workshop have well laid out standard for motorcycle servicing supported by fully equipped

infrastructure in terms of quality

precision instruments ,pneumatic

tools & team of highly trained service technicians. Having your motorcycle serviced at an authorized workshop ensures highest

standards of service quality.

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INITIATIVES An Environment Social, Aware Company At Hero Honda, our goal is not to sell you bike, but also to help you every step of the way in making your world better place to live in. besides its

will to provide a high quality service to all of its customers, Hero Honda takes a stand as socially responsible enterprise respectful of its environment and respectful of the important issues.

We must do something for the community from whose land we generate our wealth. A famous quote of Mr.Brijmohan Lall Munjal, our CMD.

MAINTENANCE SCHDULES:

Proper care & maintenance are paramount for trouble free operation & optimum performance of motorcycle. Hero Honda offers 6 free services on all its motorcycles. It should avail these services within a year or as per the below mentioned km rang, whichever is earlier.
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First Free Service

500-750 km

Second Free Service

2500-2800 km

Third Free Service

5000-5500 km

Fourth Free Service

7000-7500 km

Fifth Free Service

9000-9500 km

Sixth Free Service

11000-11500 km

You should ensure that each paid service is availed within 60 days from date of service or as per the recommended schedule.

SCOPE OF WARRANTY Hero Honda Motors Limited warrants all its motorcycle manufactured /assembled in Dharuhera Plant and Gurgaon Plant,
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distribution in India and sold through in authorized dealers to be free, under normal use and condition, from any defect both in material and workmanship, subject to fallowing term and conditions

TERMS AND CONDITION:

a. All Hero Honda motorcycle warranted for a period of 12 years or

30000kms from the date of purchase, whichever is earlier .this is w.e.f 1st April2001

b. It is mandatory for the customer to avail all free and paid service as pre the recommended schedule to be eligible for the warranty benefits. The customer has to ensure that each paid service is availed within 60 days from the date of previous service or as per the recommended schedule.
c. If the defect is observed in any Hero Honda motorcycle, Hero

Hondas only obligation / liability is to repair or replace those part(s) which is/are considered to be the cause of malfunction free of charge. d. of both labour and material, when Hero Honda acknowledges that such malfunction has not come out of misuse or improper handling etc. Such defective motorcycle should
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e. be brought to the nearest Hero Honda dealer / authorized service center by the owner of necessary inspection & subsequent repairs.

LIMITATION OF WARRANTY: The warrant shall not apply: If any of six services or subsequent paid service is not availed as per the recommended schedule given in the owners manual. If Hero Honda recommended engine oil is not used. To normal ware & tear components like bulbs ,electrical, wiring, filter, spark plugs ,clutch plates, brake

shoes,fasteners,shims, washers, oil sales , If there is any damage due to the modification or fitting of accessories other than the one other than the ones recommended by Hero Honda It the motorcycle has been used in any competitive event like track races or rallies. If there is any damage to printed surface due to industrial pollution or other extraneous factors.

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 For claim made for any consequential damage due to any previous malefaction. For normal phenomenon like noise, vibration, oil seepage, which due to effect the performance of the motorcycle. If there is any damage caused due to usage of improper oil, grease, non genuine parts. The motorcycle which have been used for any commercial purpose as taxi etc. For maintenance repaired due to misuse while of driving or due to adulteration of oil, petrol or due to bad road condition. For consumables like oil, grease, etc used during warranty repair.

WARRANTY ON PROPRIETARY ITEM Warranty on proprietary item like tyres, tubes & battery etc will be directly handled by the respective Original Equipment Manufacturers (OEMs) except AMCO for batteries & Dunlop/Falcon of tyers, tubes. In case of any defect in proprietary

item, other than the above two mentioned OEMs

the dealer must

approach to the brand official dealer of the respective manufactures.45 BABASAB PATIL

For AMCO battery & Dunlop /Falcon tyers, tubes claim will be accepted at Authorized Dealership/ service center, w.e.f 1st May 2002 as pre the manually agreed term & conditions between Hero Honda & those two OEMs. While for other OEMs in case the claim is not accepted for any invalid reason, then the claim along with the refused note from the OEM can be send to the warranty section Gorgaon plant after due recommendation of the area service engineer.

SPARES FEATURES & BENEFITS:

The Performance & Safety of the bike not only depends up on the world class designer & workmanship assured by Hero Honda but also on the parts being used in the assembly line. Even the first components manufactured need replacement from time to time .And to ensure the continued impeccable. Performance of vehicle, the spare part should also be made replaced as good as the components fitted by Hero Honda. As responsible Hero Honda bike owner, we recommended that for your safety long life, high performance of the bike, use only Hero Honda genuine part. BABASAB PATIL
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To identify a Hero Honda genuine parts we have a differentiator with us, a hologram, which comes with special security features & very simple for a customer to identify a genuine, & a non genuine spare parts. Our each packing hologram which can he identified by the features like 3D EFFECT EXPANDING & SHRINKIG EFFECT KINETIC EFFECT.

SALES PROCESS:1) When a customer walks into our showroom, the receptionist will greed him/her & lead to a sale executive. 2) On introduction of the sale executive will take the customer, to the selection room & show the various modals displayed treat & explain in detail the salient feature of each modal. Answer all the queries, if any of the customers. The customer should be offered a test drive of the bike of her/him choice & if he/she express the desire to test drive a test drive should be arranged taking all necessary care.

3) After this, the sales executive will take the customer to the work

shop & show him/her the various infrastructure service facilities in 47 BABASAB PATIL

the workshop beside the quality of the service we render. Also explain that, because of the quality service reporting are the highest in the entire North-Karnataka and we surpassed our competitor in all respects; and we are the number one dealers in Gulbarga.

4) Bring customer back to the sales counter and offer him/her a cup of

tea and take down the name and address in the enquiry register. Now, the sales process begins; and during the process price of various models, Insurance T.R, P.R, PMS, passport etc. should be explained to the customer in detail. Also enquire in to as to whether he/she intends to buy by cash or would go in the finance assistance. In the latter case, offer the service of financial institution

representative stationed in our showroom. During the process inter-act with customer and give him/her an impression that you are caring from him/her.

5) All out efforts should be made to sell the product by persuading the customer without offering free accessories; and should offered fail accessories may be offered free of cost. Normally, every customer take free accessories offer for granted and asks for compliment /cash discount etc. In that eventuality the A.S.M should be
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consulted and as the last resort not loose the sale the A.S.M duly consulting with

G.M may take suitable decision and strike down the deal. The delivery of compliments and payment of cash discount should be made in the. Chamber of G.M and through him. This will avoid a situation where every buyer putting forth a similar demand. 6) When sale of motorcycle (M.C) is over, the customer should be taken to the cashier for payment of cash/down payment D.D/Cheque etc. as the case is; and all assistance should be rendered to him/her to complete this formality. 7) Once this formality is over, the customer should be taken to the selection room and he/she be given a free hand in selecting the motorcycle of his/her choice. After selection of motorcycle, Chassis and engine number of the motorcycle should be noted down, besides informing the POI in charge to 8) Get the motorcycle ready in all respects study fitting the accessories as agreed to at the time of sale.

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9) The customer is brought to the passport executive for brief again on the passport and its advantages by the passport executive. During this process effort should be made to

Convince the customer to go in for passport and formalities be completed, should the customer get convinced.

10)

Now, the customer should be taken to the documentation

assistant, to complete the formality of T.R, P.R., Insurance cover note, Invoice, Sale letter and gate pass issuance etc. A copy of Invoice is given to the customer, if he/she demands (in norm all course the customer gets these document on the next working day). With gate pass the customers be brought the passport executive for issuance of service book and warranty card.

The customer should be now taken to the workshop again and he should be introduced to the work manager who will brief him/her on the service matter during under warranty, post warrant and PMS. By this time, the motorcycle with the key will be handed over congratulating him/her on possessing a world class product.
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AWARDS & ACCOLADES: Awards and Recognition to Hero Honda Motors Limited:2005 Consumer Awards 2005 - India's most preferred two-wheeler brand by CNBC in the 'Automobiles' category Bike Maker of the Year Award by Overdrive Magazine ICWAI National Award for Excellence (Second) in Cost Management 2004 in the private sector category by ICWAI 10th Motilal Oswal Wealth Creator Award for as the most consistent wealth creator for the period 1991-2005 2004 Winner of the Review 200 Asias Leading Companies Award (3rd Rank amongst the top 10 Indian companies) GVC Level 1 (Highest Rating) by CRISIL for corporate Governance Adjudged as the Best Value Creator Large Size Companies 200304 by the Outlook Money Corporate Excellence Award 2004 by Indian Institute of Materials Management Adjudged as the Organization with Innovative HR Practices by HT Power Jobs for HR Excellence BABASAB PATIL
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 ICSI National Award for Excellence in Corporate Governance 2004 by the Institute of Company Secretaries of India 2003 Winner of the Review 200 Asias Leading Companies Award (3rd Rank amongst the top 10 Indian companies)

Most Respected Company in Automobile Sector by Business World Bike Maker of the Year by Overdrive Magazine

HERO HONDA PASSPORT PROGRAMMER: The Hero Honda passport is an initiative design especially for customer .A first of its kind customer Relationship program in the India two wheelers industry this unique program is way of the saying that customer are special to company. It is part of an effort to build strengthen the relationship between company that begins when customer start using a Hero Honda motorcycle.

ORGANISATION PROFILE
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SHRI VENKATESH AUTOMOTIVES: AUTHOURIESED DEALEARS OF HEROHONDA GULBARGA

STARTED :

JUNE- 2000

FOUNDER :

KRISHNARAJ.B.KULKARNI

TURNOVER OF 2008-2009:

25 CRORES

SALES OF 2008-2009:

7500 MOTERCYCLES

ADDRESS :

SHRI VENKATESH AUTOMOTIVE STBT ROADGULBARGA-585105 KARNATAKA

PH:

08472-229366 ,260341

ORGANISATION CHART BABASAB PATIL

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Chair person (partners)

General Manager

Accounts Department

Spar Part Department

Sales Department

Servicing Department Work Manager

Sales Executives

Work supervisor

Head Mechanics

Mechanics

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WORK ALLOCATION CHART

Work Manager

Front Officer Supervisor

Work Shop Supervisor

Washing Supervisor

Delivery Supervisor

Name Name Name

Team A Team B Team C

Warranty In charge Service Follow-up (post service followup) Passport program in charge Computer Operator

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ORGNISATION DEPARTMENTS

Sales Department Service Department Delivery Department RTO work Department Spare part Department H.R. Department SALES DEPARTMENT: In this department all the matters regarding sales& purchases are handled. Here sales executive meet the customer & brief them with the all the details required information. Here sales executive gives quotations, brief description about the required bike model.

SERVICE & REPAIR DEPARTMENT BABASAB PATIL

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Work Manager

Work Supervisor

Head Mechanics M/C C M/C C

M/C

M/C

M/C

In this department all the matters regarding service & repair are taken care. This department is well structured work supervisor address the problem & gives the customer delivery time then he passes the work slip to head mechanic. Then head mechanics distributes the work with the mechanics teams. And problem salving process is carried out. Delivery Section: In this section delivery of new bikes are given to the customers. Here order is received by delivery section in charge were he cross checks the document produced by the customer then he gives the keys of the bike to the customer. Here customer can have test ride of bikes & can select the bike.

RTO work department: BABASAB PATIL

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In this department all the matters regarding issuing of temporary registration, temporary insurance, temporary passing of new bikes are handled. All the necessary paper work required for temporary passing is handled in this department. Spare part department: In this department spare part required by mechanics are stored. And issued on requirement of the mechanics when necessary. In this department large stock of Hero Honda spare part are stored to avoid customer inconvenience. HUMEAN RESOURSES: In this department maintain the all human bodies. And select the employee. Research Proposal The research will be conducted to gather information from 100 respondents & a structured questionnaire will be used to collect the information from the respondents. The data which is collected from them will be analyzed and classified. Title A study on the post sales service of the Hero Honda Motor Cycle on customer satisfaction at Venkatesh automotives Gulbarga to improve quality of service. BABASAB PATIL
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Management problem To determine the customer satisfaction level towards the services of to Venkatesh automotives Gulbarga improve their quality of services. Research Problem In this the research problem is to understand whether the customers are satisfied with their services or not. If not then to find how they can improve their service quality to satisfy their customer.

Objective

To analyze various post sales service provided by Venkatesh Automotives

To determine customer satisfaction level based on post sales service provided. To understand the behavior of the staff with customers. To suggest measures to improve customer satisfaction and improve quality of service.

Sources of data Primary data: This data will be collected directly from respondents by personnel interview through questionnaire.
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Secondary data: This data is generally developed and published for some purpose other than for helping to solve the problem at hand. In this study the secondary data is collected from interaction and discussions with officials At Venkatesh Automotives Authorized dealers @ Gulbarga. & also this data collect from Magazines, Websites of the firm Hero Honda.

Questionnaire A structured questionnaire will designed to collect the data from the respondents. Before collecting the data a pilot survey of 10 respondents will be done to know the accuracy of the questionnaire and to know the questions which can be easy to understandable by the respondents. After this survey the corrections will made. And used to collect information from 100 respondents from various areas in Gulbarga city. Method Population: Individuals who of buy Hero Honda Sampling motor Cycles

fromVenkatesh Authorized Dealers Sample Frame: Individuals who buy Hero Honda motor Cycles from Venkatesh Authorized Dealers Extent: Gulbarga BABASAB PATIL
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Time/Period of the study: 15-06-2009to 15-08-2009. Sample unit: Individuals (Businessman, Students, Professionals,) Sample Method: method. Sample size: 100 respondents. non-probability sampling, Convenience sampling

Measurement Technique

During this research questionnaire is used as measurement techniques for obtaining information directly from the respondents.

Analysis of the Data In this study the relationship between independent variable and independent variables are expressed in the form of percentage of the total population and the data is analyzed by using SPSS Software.

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Q1. Do you own a Hero Honda Motorcycle?

Models Splendor Passion CBZ Other TOTAL

Respondent 36 32 10 22 100

Percentage (%) 36% 32% 10% 22%

PERSENTAGE 40 30 20 10 0 spl pass 10 36 32 22

CBZ

Others

Interpretation As from the above graph it is clear that all 100 respondents are having different Hero Honda bikes. BABASAB PATIL
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Q2. Do you come for service with appointment?

Respondent with opp without opp 65 35

percentage% 65% 35%

80 60 40 20 0

65 35 PERSENTAGE

with opp

without opp

Interpretation The above graph clearly shows that 65% of the respondents come for servicing of their Hero Honda bikes with prior appointment and remaining 35% of the respondents come without prior appointment.
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Q3. Are you aware of total number of free services offered by Venkatesh Dealers?

Respondent YES NO Total 94 4 100

percentage% 94% 4%

PERSENTAGE 96

100 50

4 0 YES NO

Interpretation From the above graph its clear that maximum number of the respondents that is 96% of the respondents are aware about the total number of free services offered by and only 4% of the respondents dont know or unaware about this.
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Q4. Do you know the various sub services provided during free services? Respondent YES NO Total 78 22 100 percentage% 78% 22%

PERCENTAGE% 78 80 60 40 20 0 Yes No 22

Interpretation As from the above graph its seem that maximum number of the customers of the Venkatesh Automotives that is 78% of respondents are aware about various sub services provided in each free service. Only 22% of respondents are unaware about various sub services.

Q5. How was the approach of the staff during services? BABASAB PATIL

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Respondent Excellent Good Fair Bad 20 29 49 2

percentage% 20% 29% 49% 2%

PERSENTAGE 50 40 30 20 10 0 49 29 20 2 Exelent Good Fair Bad

Interpretation As from the above graph its seem that maximum number of the customers of the Venkatesh Automotives that is 49% of respondents are feel that the approach of the staff during service is Fair that is not satisfactory or dissatisfactory. And 29% of the respondents feels that the behavior the staff is good and 20% of the respondents feels that the behavior is excellent and remaining 2% are feels it is bad.
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Q6. Did they deliver your vehicle on time? Respondent Yes No Total 39 61 100 percentage% 39% 61%

PERSENTAGE

80 60 40 20 0 Yes 39

61

No

Interpretation

The above graph clearly shows that 61% of the respondents have not get their bike on time that is they did not get timely delivery and remaining delivery.
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39% of the respondents feels that they have got timely

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Q7. During servicing of your vehicle all your complaints were addressed properly? Respondent Yes No Total 96 4 100 percentage% 96% 4%

P E RS E N TA G E 96

100 50

4 0 Y es No

Interpretation As from the above graph its seem that maximum number of the customers of the Venkatesh Automotives that is 96% of respondents are satisfied with respect to addressing their problems or solving their problems.
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Q8. Which factors you will consider most while giving your vehicle for service at Venkatesh Automotives? Respondent Good Service Timely Delivery Staff Behavior Availability of spare parts Total 50 20 12 18 100 Percentage% 50% 20% 12% 18%

P E RS E NTA G E 50 40 30 20 10 0 50

20 12

18

GS

TD

SB

ASP

Interpretation As from the above graph its seem that the various factors they consider while giving their bikes for servicing. 50% of respondents consider good service and 20% of respondent consider timely delivery and 12% consider the staff behavior and remaining 18% consider availability of spare parts.
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9. I am satisfied with the after sales services provided at Venkatesh Automotives? Respondent 16 64 16 4 100 Percentage% 16% 64% 16% 4%

Completely Satisfy Fair Dis satisfy Total

PERSENTAGE 80 60 40 20 0 16 compl sat 16 4 fair Dis sat 64

Interpretation As from the above graph its seem that maximum number of the customers of the Venkatesh Automotives that is 64% of respondents satisfied with the post sales service of the Venkatesh Automotives and 16% of respondents completely satisfied and 16% of the respondents feels the post sales service is fair and remaining 4% of the respondents are dissatisfied.
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Q10. The paid service at Venkatesh Automotives is?

Respondent Cheap Moderate Costly Total 16 62 22 100

Percentage% 16% 62% 22%

PERSENTAGE 80 60 40 20 0 16 cheap moderate 22

62

costly

Interpretation As from the above graph its seem that 62% of the respondents feels that the paid service at Venkatesh Automotives is moderate and 22% feels the paid service is costly and remaining 16% of the respondents feel the paid service is cheap.
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Q11. Do you want to prefer for future paid service at Venkatesh Automotives?

Respondent Yes No Total 48 52 100

Percentage% 48% 52%

PERSENTAGE 52 52 50 48 46 Yes No 48

Interpretation The above graph clearly shows that 48% of the respondents wants to give or prefer future paid service at Venkatesh Automotives and remaining 52% dont prefer future paid service.
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Findings
1. In this survey it was found that 96% of the respondents in

Gulburga are aware about total number of free services which are providing by Venkatesh automotives. 2. In this it was found that 78% of the respondents unaware about total number of sub services which have given in each free service.
3. From the survey it was found that 49% of the respondents feels that

the behavior of the staff during the service is fair that is nor satisfactory or dissatisfactory. 4. In this it was found that 61% of the respondents did not get their bikes delivery on time.
5. In this survey it was found that 96% of the respondents are

satisfied with respect to addressing their complaints. This indicates that in Venkatesh automotives proper care has given on solving customer problems.
6. It was found in the survey that 64% of the respondents satisfied

with the post sales service of the Venkatesh automotives. This shows that the overall performance of the Venkatesh automotives is good. 7. In this survey it was found that the 62% of the respondents feels that the cost of paid service is moderate. BABASAB PATIL
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Suggestions
1. Maximum number of the respondents is unaware of the total

number of sub services which Venkatesh automotives are providing. So it is suggest that in Venkatesh automotives service station they should stick a pamphlet or hoarding which gives information about sub services. 2. Nearly half of the respondents feel that the behavior of the staff is fair. So it suggests that the behavior is also a part of the service so the staff member should behave well and maintain good relationship with the customers to improve their service quality. 3. More than half of the respondents did not get delivery of bikes on time. This shows that customers are not satisfied with

4. respect to this. So it suggests that maintain timely delivery of their bikes to satisfy the customers.
5. Maximum numbers of respondents believe that the paid service at

Venkatesh automotives is moderate and nearly half of them dont want to give their bikes for paid service because they did not find any difference between local garages and in their service station. So is suggesting them to give advertisement with regards to paid services. BABASAB PATIL
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SUMMARY:-

The Indian two wheelers industry has grow from a meager 900 vehicles in 1950 to a staggering figure of over 1.5 million vehicles in 1988.

The group of India enters into collaboration with Honda group of Japan on January 19, 1984 and started with the name of Hero Honda a successful two wheelers manufacturing company in four stroke vehicles.

The Hero Honda company is having 11 different verities of products as fallows; Splendor+, Karizma, CBZ Extreme, Achiever, Passion +, CD-Down, Pleasure, Super Splendor, Glamour, CD Deluxe, Achiever. The research conducted in the realm of two wheelers reflects that the total respondents 100 per cent sample respondents own Hero Honda brand vehicles.

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CONCLUSION The Hero Honda is the No.1 two-wheeler company in India which produces wide variety of products with different models, aesthetics etc, by which it has captured a large market share in two-wheeler market. From this survey it was found that the overall performance of the Venkatesh automotives is good. And maximum numbers of the customers are satisfied with their post sales service.

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Questionnaire This is an anonymous survey (Please do not mention your name) Dear Respondent, Thanking in Advance. Please tick ( ) mark for answer. 1. Do you own a Hero Honda motor cycle? (1)Yes 2. If yes which model? 3. How often you go for servicing? 4. Do you come for service with appointment? (1)With appointment appointment (2) without (2) No

5. Are you aware of total no of free services offered by

Venkatesh Automotives? (1) Yes (2) No

6. Do you know the various sub services provided during free services? (1) Yes BABASAB PATIL (2) No
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7. How was the approach of the staff during services? (1) Excellent (4) Bad (2) Good (5) Very bad (3) Fair

8. Did they deliver your vehicle on time? (1) Yes (2) No

9. During servicing of your vehicle all your complaints were addressed properly? (1) Yes (2) No

10. Which factor you will consider most while giving your

vehicle for service at Venkatesh? (1) Good service (3) Staff Behavior (5)others
11. I am satisfied with the after sales service provided at

(2) Timely Delivery (4) Availability of spare

Venkatesh Automotives? (1) Completely satisfied (3) Fair (5) completely dis satisfied. 12.If you are not satisfied? Give reasons
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(2) satisfied (4) Dis satisfied

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13. The paid service at Venkatesh is?

(1) Cheap

(2) Moderate

(3) Costly

14. Do you want to prefer for future paid services at Venkatesh

Automotives? (1) Yes (2) No

15.If No why? Give reasons

16. Any suggestions to improve quality of service at Venkatesh

Automotives?

BIBLIOGRAPHY REFERENCE BOOKS 1. MARKETING Tull and Hawkins. 2. CONSUMER Schiffman & Kanuk WEBSITE 1. www.herohonda.com. BABASAB PATIL

RESEARCH BEHAVIOR

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2. www.google.coms

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