a study to measure satisfaction level of swift car owners and to suggest appropriate measure to...
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SHANTESHA MOTORS PVT. LTD.
People’s Education Society and Trust’s
Belgaum Institute of Management Studies,MBA, Belgaum.
(Approved by AICTE & Affiliated to Karnatak University Dharwad)
“A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR OWNERS
AND TO SUGGEST APPROPRIATE MEASURE TO ENHANCE SALES AT
BELGAUM CITY”
A Report Submitted in Partial Fulfillment of
the Requirement for the Award of
MASTER’S DEGREE IN BUSINESS ADMINISTRATION2006-2007
Submitted by:
VITHAL R. DONI Exam No. MBA05006057
Institute Guide: Company Guide: Mr. M.M. Kundeyawale Mr. Vivek Karadi
Faculty (Marketing) Sales Manager PEST’s BIMS, MBA, Shantesha Motors Pvt. Ltd. Belgaum. Nehru Nagar, Belgaum.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
People’s Education Society and Trust’s
Belgaum Institute of Management Studies, MBA
Adjacent to KUD PG Center, Bhutramanhatti, Belgaum.(Recognized by AICTE, New Delhi & Affiliated to Karnatak University Dharwad.)
This is to certify that Mr. VITHAL R. DONI, K.U.D.
Examination No. MBA05006057 of MBA IV Semester has
successfully completed his Major Concurrent Project 2006-
2007 for the said period of 2 months from 4th December
2006 to 31st December 2006 and 1st January 2007 to 31st
March 2007, two days in a week.
Project Guide Director
Date:_______
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
CERTIFICATE
SHANTESHA MOTORS PVT. LTD.
ACKNOWLEDGEMENT
This project is a great opportunity to express my heartily thanks to those people who
timely supported me a long way in the completion of project report.
First and foremost, I would like to express my sincere thanks to Mr. Vivek Kalemde,
Managing Director and Mr. Vivek Karadi, the Sales manager of Shantesha Motors Pvt.
Ltd. Nehru Nagar, Belgaum for his kind guidance and valuable suggestion for my
project.
I acknowledge gratefully, the assistance and co-operation of the management and
employees of Ashok Iron Works Pvt. Ltd.
At the same juncture I would like to thank our Director Dr. S.R. Bharamanaikar for his
kind co-operation and valuable suggestions till the complete this project.
I also thank my Mentor Mr. M. N. Manik and Mr. M.M. Kundeyawale the faculty of
Marketing Management for their valuable suggestions and dynamic guidance during the
completion of the project.
I also express my sincere thanks and dedicate my work to my Parents & Family
Members who have been always a moral support and strong pillars at all walks of my
life and at every stage with a cheer enthusiasm.
VITHAL R. DONI
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
DECLARATION
I hereby declare that this project report titled as " A STUDY TO MEASURE
SATISFACTION LEVEL OF SWIFT CAR OWNERS AND TO SUGGEST
APPROPRIATE MEASURE TO ENHANCE SALES AT BELGAUM CITY” It has
been prepared by me as part of my academics during the year 4th Dec 2006 to 31st Dec
2006 and 1st Jan 2007 to 31st March 2007, two days in a week. For the partial
fulfillment of degree of "Master of Business Administration", under the guidance and
supervision of our Director Dr. S.R. Bharamanaikar, at Belgaum Institute of
Management Studies, Belgaum.
To the best of my knowledge and belief the matter presented in this report has not
been submitted earlier for the award of any degree to any university. This report is
prepared by me on my own efforts.
VITHAL R. DONI
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
CONTENTSS.No. TITLES PAGE No.
I. Chapter 1 Executive Summary Introduction Literature review Statement of the problem Purpose of the study Scope of the study Objectives of the study
01020418181919
II. Chapter 2 Company profile Organization chart Sampling Data collection methods Research design Measuring tools
203031313132
III. Chapter 3 Result &discussion with Charts & graphs Findings Recommendation Conclusion
33697576
IV. Chapter 4
Appendix Questionnaire Master Code sheet
Bibliography
7781
83
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
EXECUTIVE SUMMARY
INTRODUCTION
LITERATURE REVIEW
STATEMENT OF THE PROBLEM
SCOPE OF THE STUDY
OBJECTIVES OF THE STUDY
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
EXECUTIVE SUMMARY
"We at Shantesha pledged to make quality a way of life through
commitment for Continuous improvement and customer satisfaction” with this
statement Shantesha Motors commenced its operation on 20/5/2000 in Belgaum and is
one of the good authorized dealers for Maruti Udyog Ltd. Today they have turn over
of20 crores, hence making them one of the Maruti dealer in India.
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha
showroom is located near to K.L.E Hospital.
Objectives:
To find the satisfaction Level of Swift Car Owners and to Suggest appropriate
Measure to enhance the Sales at Belgaum City.
Sampling: Descriptive Research Method.
Sample Frame: All Swift Car Owners in Belgaum City.
Sample:
Element : Car Owners
Extent : Belgaum City
Duration : Dec 2 to April 20, 2007
Sample Size : 100 Swift car owners.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Data Collection Method:
In order to achieve objectives of this project study, it was very necessary to collect data
for different information required.
Primary data:
Primary data comprises of direct responses or first hand data collected from
different respondents for Swift car. Questionnaire was used as the major tool in
collecting primary data for our research. Primary data also collected through the direct
interview with the respondents.
Secondary data:
Secondary data is the data, which is not gathered for the immediate study at hand
but for some other purposes.
Secondary data for the research is collected through magazines like Business World,
newspapers, Auto magazines and internet etc.,
Therefore both the types of data were used in order to collect information for the
study.
.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Data analysis:
Data analysis involves converting recorded observation into descriptive
statements. To analyze collected data SPSS coding sheet has been used. and study is
restricted in Belgaum city.
Findings and Suggestions:
Swift is most preferred and luxurious car in the B-segment and the customers
are satisfied with service provided by Shantesha motors Pvt ltd.
Also found the some problem faced by the company from customers where service and
financial loan concerned.
Suggestions were given accordingly the respondents of surveyed, which customer prefer
and providing effective after sales service is an appropriate measures in order to attract
and retain customers in long time.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
INTRODUCTION
It gives me immense pleasure to present you this entire project. The project emphasis
on “A STUDY TO MEASURE SATISFACTION LEVEL OF SWIFT CAR
OWNERS AND TO SUGGEST APPROPRIATE MEASURE TO ENHANCE THE
SALES AT BELGAUM CITY” The study is undertaken at Shantesha motors pvt ltd.
Belgaum.
The project focuses on measure satisfaction level towards the Swift car with respect
to enhance sales at Belgaum city.
Literature Review:
INDIA’S leading car manufacturer Maruti Suzuki is all set to launch its
much awaited Swift Diesel car.The move is likely to stir the high end compact car
segment as well as the mid-size seaden market to an extent.
As in the case of Swift petrol,which was launched in India around the
same time as in other parts of the world,the company is launching Swift Diesel within
a few months of launching it in Europe .The Diesel engine at present has a
localization level of 75.5%,making it more suitable to the Indian roads.The people are
eager to look at change in automobile industry.
The Swift has exponential growth in market with high competition,in the
Swift you get aircon,which Hyundai is not offered in the getz and that is big
plus.Unabasehedly stylish.with a clear sense of muscularity car in a history of Maruti
Suauki.The auto experts say as Even if the Swift had no engine people would buy it –
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. and that’s because of its outrageous concept car looks.As per the present surveyed
concern the result of the sales is higher than the last year.
Customer Satisfaction:
One of the key requirements of customer satisfaction is to
amicably solve any customer complaint/problem. Often a problem well solved
strengthens the relation further and this happens at the personal level and also at the
organizational level.
Bond111 and et.al,identified three different sets of critical –to-quality(CTQ)Factors
that generate Customer satisfaction and dissatisfaction: basic, articulated and basic
factors may betaken as stated need and the implied need respectively. Excitement
factors are quite different in nature, their absence does not lead to dissatisfaction, but
their presence in products/services generate high levels of satisfaction, they have
aptly commented that excitement factors are the most difficult to identify and they
have to be discovered along with the customer. An effective complaint handling
process helps identify these factors.
Firms should use the standard not only for immediate improvement in
customer satisfaction through effective complaint handling process but also take
strategic advantage by making the system more convenient for the customer to lodge
a complaint in order to get better ideas from the customers. This standard is suitable
for both big and small organization.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Sales Promotion
Meaning of Sales promotion:
An activity designed to boost the sales of products or service. It may include an
advertising campaign, increased public relation activity, a free-sample campaign,
offering free gifts or trading stamps, arranging demonstrations or exhibitions, setting
up competitions with attractive prizes, temporary price reductions, door-to-door
calling telemarketing, personal letters on the methods.
Categories of the sales promotion. :
The most common sales promotion strategies are to target the
audience of promotion such as consumer, trade and sales force.
Consumer Promotion
Trade promotion.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
STATEMENT OF THE PROBLEM
In Indian car industry, small car segments have played a very crucial and significant
role due to its economy, efficiency and effectiveness. Due to invasion of foreign cars
into Indian markets, the pace of competition has hiked. This study will provide
solutions to the problems of the management to know the satisfaction level of the Swift
car owners. And the reason for preferring or not preferring the Shantesha motors Pvt.
Ltd. services, by the swift car customers.
Thus keeping these points in mind, a few objectives were set such as satisfaction level
of swift car and with respect to services of the Shantesha motors Pvt. ltd. The
preferences towards particular car and services or particular facility, the effectiveness
of the introduced services, causes for dissatisfaction are some objectives of this study.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
PURPOSE OF STUDY
The main purpose of the study is to know the “A Study to Measure the Satisfaction level
of Swift car Owners and to Suggest appropriate measure to enhance the Sales at Belgaum
City”
This study will provide solutions to the management by understanding feedback from
particular car users. The organization should lend the services in such a manner which
will satisfy their customer in other wards the Customer satisfaction play important role in
the success of any organization
SCOPE OF THE STUDY
The study will provide the solutions to the management by understanding customer
feedback, and the level of satisfaction towards the service provided by the management
or organization. Through this study the management will know
To study the reason why people opt four-wheeler
To know the features considered by the customers while purchasing a Swift car.
To know the satisfaction level of Swift car owners
To know the reason for preferred only Swift car
To suggest appropriate measure to enhance its sale at Belgaum city
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
OBJECTIVES OF THE STUDY
1. To know the satisfaction level of swift car through various
measures.
2. To understand competitive advantage towards other car segments
3. To find opinions of respondents as regards to their state of level of
satisfaction w.r.t swift car
4. To understand the facilities /service expected by customers from
Dealer.
5. To suggest appropriate measure to enhance the sales of swift car
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
FLYING HIGH
“Man who run in front of car get tired. Man who run behind car
get exhausted. But the man on wheels get lifted”
COMPANY PROFILE
MARUTI UDYOG LTD.
SHANTESH MOTORS PVT. LTD.
ORGANIZATION CHART
RESEARCH METHODOLOGY
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. INTRODUCTION ABOUT SWIFT
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
COMPANY PROFILE
MARUTI UDYOG LIMITED
ORGANIZATION OVERVIEW:
Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by the
lack of an efficient public transport system.
Suzuki Motor Company was chosen from seven prospective partners worldwide.
This was not only due to their undisputed leadership in small cars but also to their
commitment to actively bring to MUL contemporary technology and Japanese
management practices (which had catapulted Japan over USA to the status of the top
auto manufacturing country in the world).
A license and a Joint Venture agreement was signed between Govt. of India and
Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
The objectives of MUL then were:
1. Modernization of the Indian Automobile Industry.
2. Production of fuel-efficient vehicles to conserve scarce resources.
3. Production of large number of motor vehicles which was necessary for economic
growth.
ORGANIZATION VISION:
"The Leader in The Indian Automobile Industry, creating Customer Delight and
Shareholder's Wealth; A pride of India."
OUR CORE VALUES:
1. Customer Obsession
2. Fast, Flexible and First Mover
3. Innovation and Creativity
4. Networking and Partnership
5. Openness and Learning
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
TECHNOLOGICAL ADVANTAGE:
We have introduced the superior 16 * 4 Hypertech engines across the entire Maruti
Suzuki range. This new technology harnesses the power of a brainy 16-bit computer to a
fuel efficient 4-valve engine to create optimum engine delivery. This means every Maruti
Suzuki owner gets the ideal combination of power and performance from his car.
Our other innovation has been the introduction of Electronic Power Steering (EPS) in
select models. This results in better and greater maneuverability. In other words, our cars
have become more pleasurable to drive.
PRDUCTION/ R & D:
Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti
Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two
vehicles roll out of the factory every minute. And it takes on an average, just 14 hours to
make a car. More importantly, with an incredible range of 11 models available in 50
variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Production Milestones
1 st vehicle produced, December 1983
1,00,000 vehicles produced by August, 1986
5,00,000 vehicles produced by June, 1990
10,00,000 vehicles produced by March, 1994
15,00,000 vehicles produced by April, 1996
20,00,000 vehicles produced by October, 1997
25,00,000 vehicles produced by March, 1999
30,00,000 vehicles produced by June, 2000
35,00,000 vehicles produced by December 2001
40,00,000 vehicles produced by April, 2003
45,00,000 vehicles produced by April, 2004
MILESTONES:
2007
The Zen Estilo launched in Feb, 2007
Maruti SWIFT (Diesel)
2006
The car of the Year Maruti SWIFT.
2005
The fiftieth lakh car rolls out in April, 2005
Growth in overall sales by 15.8%
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
2004
New (non AlC) variant of Alto
Alto becomes India's new best selling car
LPG variant of 'Omni Cargo'
Versa 5-seater, a new variant
Baleno LXI, a new variant
Maruti closed the financial year 2003-04 with an annual sale of 472122
units, the highest ever since the company began operations 20 years ago
2003
New Suzuki Grand Vitara XL-7
Redesigned and all-new Zen
New upgraded WagonR
Enters into partnership with State Bank of India
Production of 4 millionth vehicle. Listed on BSE and NSE after a public
issue oversubscribed 10 times
2002
WagonR Pride
Esteem Diesel. All other variants upgraded
Maruti Insurance. Two new subsidiaries started: Maruti Insurance
Distributor Services and Maruti Insurance Brokers Limited
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. Alto Spin LXi, with electronic power steering
Special edition of Maruti 800, India's first colour-coordinated car
Maruti True value in Mumbai
Maruti Finance in Mumbai with 10 finance companies
Suzuki Motor Corporation (SMC) increases its stake in Maruti to 54.2
Percent
2001
Zen Lxi
Maruti True Value launched in Bangalore and Delhi
Maruti Versa, India's first luxury MPV
Alto Spin LXi, with electronic power steering
Alto Vxi
Customer information centers launched in Hyderabad, Bangalore and
Chennai
Launch of versa
2000
First car company in India to launch a Call Center
New Alto
Altura, a luxury estate car
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
IDTR (Institute of Driving Training and Research) launched jointly with
the Delhi government to promote safe driving habits
1999
Maruti 800 EX ( 796cc, hatchback car)
Zen LX (993cc, hatchback car)
Zen VXi (993cc, hatchback car with power steering)
Omni XL ( 796cc, MUV, high roof)
Baleno (1600cc, 3 Box Car)
Wagon R
Launch of Maruti - Suzuki innovative traffic beat in Delhi and Chennai
as social initiatives
1998
Maruti launches website as part of CRM initiatives
Zen D (1527 cc diesel, hatchback car)
Zen VX & Zen VX Automatic
New (Omni & Omni E) (796cc, MUV)
Launch of website as part of CRM initiatives
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. 1997
1998 Esteem (1299cc, 3 box car) LX, VX and AX
New Maruti 800 (796cc,hatchback Car) Standard and Deluxe
Produced the 2 millionth vehicle since the commencement of production
1996
Gypsy (E) (970cc, 4WD 8 seater)
Omni (E) (796cc, MUV, 8 seater)
Gypsy King (1298cc, 4WD, off road vehicle)
Zen Automatic (993cc, hatchback car)
Esteem 1.3L (1298 cc, 3 box Car)AX
Launch of 24-hour emergency on-road vehicle service
1995
Esteem 1.3L (1298 cc, 3 box car)VX
With the launch of second plant, installed capacity reached 200,000 units
1994
Esteem1.3L (1298cc, 3 box car) LX Produced the 1
millionth vehicle since the commencement of
production
1993
Zen(993cc, hatchback Car), which was later exported in Europe and
elsewhere as the Alto
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. 1992
SMC increases its stake
1991
Reaches cumulative indigenisation of 65 percent for all vehicles
produced
1990
Maruti 1000(970cc, 3 box), India's first contemporary sedan
1988
Installed capacity increased to 100,000 units
1987
Exported first lot of 500 cars to Hungary
1986
Maruti 800 ( New Model-796cc, hatchback Car)
Maruti 800 ( New Model-796cc, hatchback Car)
1985
Launch of Maruti Gypsy (970cc, 4 WD off-road vehicle)
1984
Omni, a 796cc MUV
Installed capacity reached 40,000 units
1983
Maruti 800, a 796 cc hatchback, India's first affordable car.
Production was started under JV A
1982
License and JV agreement signed between Maruti Udyog Ltd. and SMC
of Japan
1981
Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies Act,
1956
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
AWARDS :
2004
Maruti Suzuki was No.1 in Customer Satisfaction, No.1 in Sales
Satisfaction No.1 in Product Quality (Esteem and Alto) and No.1 in
Product Appeal (Esteem and Wagon R)
No.1 in Total Customer Satisfaction (Maruti 800, Zen and Alto)
Business World ranked us among the country's five most respected
companies
Business World ranked us the country's most respected automobile
company
Voted Manufacturer of the year by CNBC
Voted one of India's Greenest Companies by Business Today-AC
Nielson ORG-MARG
2003
Maruti 800, Maruti Zen and Maruti Esteem make it to the top 10
automotive brands in "Most Trusted Brand survey 2003"
J D Power ranked 3 models of Maruti on top: Wagonr, Zen and Esteem
Maruti 800 and Wagonr top in NFO Total Customer Satisfaction Study
2003.
MUL tops in J D Power CSI (200 1) for 4th time in a row
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. 2001
MUL tops in J D Power CSI (200 1) for 2nd time in a row: another
international first
2000
Maruti bags JD Power CSI – 1st rank; unique achievement by market
leader anywhere in the world
1999
MSM launched as model workshop in India; achieves highest CSI rating.
Central Board of Excise & Customs awards Maruti with "Samman
Patra", for contribution to exchequer and being an ideal tax assessee
1998
CII's Business Excellence A ward
1996
Maruti wins INSSAN award for "Excellence in Suggestion Scheme"
Awarded the Star Trading House status by Ministry of Commerce
1994-95
Engineering Exports Promotion Council's award for export performance
1994
Best Canteen award among Haryana Industries as part of employee
welfare
1992-93
Engineering Exports Promotion Council's award for export performance
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
1991-92
Engineering Exports Promotion Council's award for export performance
SOCIAL WELFARE:
Welfare Camps
Every year we organize blood donation camps along with Red Cross, in which
employees donate blood. Eye check-up camps, family planning related camps and
otherhealth camps are also organized periodically.
Medical support & welfareThe employees of Maruti have always donated generously to people affected by natural
calamities. They contributed Rs. 2 million to rehabilitate earthquake victims in Latur.
We also run a creche for the children of construction workers, which provides food
shelter and education for 85 children.
Education to underprivileged
DPS Maruti Shiksha Kendra, an education programme for the underprivileged, was
inaugurated at DPS, Maruti Kunj recently. The objective of his project is to educate the
children of below poverty line (BPL) families from the nearby villages of Gurgaon
district. 120 students in the age group of 5-8 years have already enrolled. DPS Maruti
Kunj is providing books, writing material and uniforms, refreshment and transport
facilities to these children.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Education Programme for mothers
'Chetna', an education programme for mothers - is an another endeavour to provide
basic education to mothers of the students of DPS Maruti Kunj and surrounding villages.
Majority of students at the school is first generation learners. Therefore, the concept of
starting a movement of learning 'Chetna' for mothers has been promoted. The response
has been encouraging and about 130 mothers are attending it regularly.
ENVIRONMENT CONCERN:
Our environment Policy:
Prevent pollution.
Promote energy reduction and use of alternative energy.
Manage/ reduce those materials that put stress on environment.
Promote the three R's (Reduce, Reuse, Recycle).
Promote "Green" procurement.
Provide our employees with environmental education to
increase their awareness.
Since the commencement of operations in 1981 we've been committed to the protection
of the environment and conservation of non-renewable .energy sources. Our proactive
approach depends not only upon meeting the expectations of the regulatory authorities
but achieving the high standards that we've set as a responsible corporate citizen.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. This philosophy of trying to make a difference to the environment penetrates through
our employees to the process of manufacture and finally into our products.
Pollution Control Camps
Our elaborate system of Free Pollution Check-Up Camps which run at regular intervals,
is designed at making the cars already on the road operate more efficiently. It also
inculcates awareness for environmental protection among the many car users of India.
MPFI
We have introduced Euro II compliant MPFI engines in all our models. Along with
our vendors, we've made investments of over Rs. 60 million for introducing MPFI
technology compliant cars.
CNG
Maruti is a strong advocate of CNG, a more eco-friendly fuel alternative to diesel and
petrol. In our endeavour to provide a cleaner and greener option to the customer, we are
in the process of equipping an extensive dealer network to assist Maruti owners in fitting
CNG kits.
Rain Water Harvesting
To recharge the aquifer, measures were taken to harvest the rain water through soak
pits, recharging shafts and water lagoons. These measures are capable of charging nearly
50% of the average annual rainfall at Maruti, into the Earth.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
MARUTI CULTURE:
Our employees are our greatest strength and asset. It is this underlying philosophy that
has molded our workforce into a team with common goals and objectives. Our
Employee-
Management relationship is therefore characterized by:
Participative Management.
Teamwork & Kaizen.
Communication and information sharing.
Open office culture for easy accessibility
To implement this philosophy, we have taken several measures like a flat organizational
structure. There are only three levels of responsibilities ranging from the Board Of
Directors, Division Heads to Department Heads. Other visible features of this philosophy
are an open office, common uniforms (at all levels), and a common canteen for all.
This structure ensures better communication and speedy decision-making processes. It
also creates an environment that builds trust, transparency and a sense of belonging
amongst employees.
The major players in small car segment are:
Hyundai Motors India Ltd
Telco
Fiat India Ltd
The battle royal in the India car market has entered the next phase. One old assumption
has been vindicated – that over 80% of the Indian car market is still confined to the small,
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. sub – Rs 4 lakh models. And that mod-size and digger models can only provide the icing
on the cake, not the cake itself to any manufacturer.
Quite apart from these specific lessons that each man learnt, there were several surprises
that the car market threw up. First world-class technology and quality were considered a
given now. Second, the Indian buyer had begun to expect model and engine upgrades as
frequently as his US or European counterparts. The Indica had to
upgrade their engines in less than one year after launch, the power steering option barely
a year after it hit the market.
And finally, while the manufacturers could continue to refer to it as the ‘Indian small car
segment ’, the buyer characteristics were anything but homogeneous. There were distinct
group with distinct preferences. And the days of one model becoming the undisputed
heavyweight champion were over for good.
Brief description of major players in this segment.
Hyundai : Hyundai has become the undisputed number two in the Indian auto market,
and the only one-even rivals admit- with the capability of giving leader Maruti a run for
its money in the total volume stakes though Hyundai in India currently sells just about a
quarter of the numbers that Maruti does.
Hyundai got everything right because it got the value-price–technology equation almost
perfectly right from day one. The Santro was an instant winner from the day it was
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD. introduced in the Indian market because it offered the optimum mix of space and
technology in the small car market, at a highly competitive price.And with easy consumer
financing available in the market,Hyundai did not have to work too hard to persuade even
entry-level car buyers to go for the Santro instead of the Maruti 800.
And when it launched mid-size Accent some time later, Hyundai proved that it could get
its value-price equation consistently right across different segments.
But despite its great start, Hyundai made two mistakes and by Maruti it is also one under
the most pressure because after zooming to the number two spot, it cannot afford to skid
in the race. But Telco’s Indica is snapping at its heels. And Maruti's backlash is
expected to target the Santro more than any other model.
The two miscalculations that Hyundai made? First, while Hyundai Santro was harping on
the fact that it was a new generation car, it hadn't brought its latest engine technology to
India, it was a mistake that rival Matiz capitalised on once Euro-II pollution norms were
announced for the motors. Daewoo most of the fact that every Matiz was Euro-II
complaint –while Hyundai could offer an Euro-II version only at a higher price. Though the
latter moved quickly in a damage-control exercise, the Santro did lose a bit of its sheen.
But worse for Hyundai, it-miscalculated demand for its cars. The result: when demand
peaked for the Santro, it was in no position to offer the car off-the-shelf like its rivals.
Buyers had to wait for three months to get a Santro after booking it.
Hyundai is moving fast to sort out its capacity problem. Work will soon start on the
second phase of its Sriperumbudur car project, one year ahead of what was initially
planned. An additional investment of $400 million will help expand capacity from 1.2
lakh cars to 2 lakh cars per annum.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
That apart, the big worry for Hyundai is that other than the Santro (the Atos in Korea), it
doesn't 'have any other small car in its armoury. Unlike Suzuki which is primarily a small
car specialist, Hyundai can only introduce bigger cars in the Indian market either from its
own product range, or those of Kia Motors, which it took over last year.
And the car maker is planning to do precisely that. Over the next two years, It plans to
offer the Sonata, priced at around Rs "12 lakh, m the segment above the Astra/Lancer/City
category. 'The Sonata is a niche product. We hope to sell about 250 cars a month," says
Gandhi. Also, Hyundai will be launching a sports utility vehicle (SUV), currently under
development in Korea.
Hyundai is looking a bit vulnerable now because globally it is a minnow in the car
market. St lacks the sheer money power and product muscle to keep fighting the Fords and
Telco in any market. And if Ford does take over Daewoo Motors, Hyundai's number two
position in India could be seriously under threat.
Telco: The Home-Grown Challenger
When it first announced its plans,' scepticism abounded. With dozens of global car makers
hitting the Indian market with new products, few people would have given Telco much of a
chance with an indigenously-developed car. Especially since Telco did not boast a great
reputation for developing even world-class commercial vehicles, forget passenger cars.
When the Indica hit the market, the consensus opinion was that Telco had goofed up again.
It had got its car and engine developed abroad - but all that was marred by the production
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
quality of the cars when they rolled out of the Telco plant in Pune. The Indica was riddled
with quality problems. A year down the line, almost everyone grudgingly admits that the
Indica has been a success. The Telco formula of pushing the biggest small car with a
rugged diesel engine has been a major hit in the semi-urban and rural markets.
Rajesv Dube, general manager, commercial (passenger cars), Telco, points out the
company's biggest advantage: low costs, fin other words, Telco can recover the costs of
introducing a new car at a much lower volume of sales than its rivals can. But the flip side
is that all global giants can amortise the costs of development by selling the same car
across different world markets, Telco can't.
At the moment though, the Telco strategy is to tap the niches first. The Indica, with the
diesel engines being pushed hard, was clearly aimed at a segment none of the rivals was
addressing. Similarly, the new car Magna it is planning to launch is again expected to be
a niche car addressing a particular need \n the Rs 12-16 lakh car segment. And in the SUV
market, Telco has already introduced the premium Safari, which again focuses on a
small niche.
It is a smart strategy as it avoids taking any of the big guns head on. But in the long run,
Telco knows it has to take on its rivals in the mainstream markets as well. It is ramping up
capacity to 160,000 from the current 120,000 cars anticipating that it will get the demand.
But Telco is also the weakest player in the small car market - and unless it keeps
springing surprises,it could be the first casualty in this round of the car battles.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Fiat India Ltd:
Fiat the Auto Titan was established in 1899 by Giovanni Agnelli. The company first set
its foot on the Indian Turf in the year 1905, with the appointment of Mumbay Motor Cars
Agency as its Sales Agent. The relationship with India was further strengthened when it
signed a licence and servicing contract with Premier Automobiles Limited (PAL), paving
the way for manufacturing and selling of 1100 and 1100D Fiat, Padmini, Uno and the
latest offering being the cars from the project "178 World Car" range which includes
Siena, Siena Weekend and the Palio.
The company’s pivotal interest remains automobiles. It has the most admired and sought
after models worldwide to boast of which includes Fiat Lancia, Ferrari, Maserati, Alfa
Romeo etc., Siena being the latest offering to the Indian consumers.
Fiat is the only automobile manufacturer to have won the most coveted "EUROPEAN
CAR OF THE YEAR" award for a record nine times, more than any other car
manufacturer. These awards have not made the group complacent as it strives to achieve
the best in all aspects, which include the people, environment, technology and
energy.This is seen in the company’s endure towards Environmental issues and co-
operation with all environmental organizations.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Fiat has ambitious plans for making India its operational hub and plans to invest one
billion US dollars in the coming years.
Later the company introduced the Uno — Europe’s favourite car for the last two decades
into India. The Fiat 178 World Car Project has been developed specifically to expand
production in overseas markets. This project includes international-class cars like the
Siena sedan, the Siena Weekend station wagon and the Palio hatchback.
Fiat has achieved a high level of localization for all its cars, and is making world-class
cars available in India at even more competitive and affordable prices. Fiat Automobiles
SpA owns the most-admired and sought-after models worldwide, including the Fiat
Lancia, the Ferrari, the Maserati and the Alfa Romeo.
Fiat is the only automobile manufacturer in the world that has won the coveted European
Car of the Year award nine times. It is also the only company in the world that
manufacturers recyclable cars.
In the pipeline are ambitious plans to make India its operational hub in Asia in the future
and invest US $1 billion here in the coming years.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
SHANTESHAMOTORSPVT.LTD.
INTRODUCTION:
SHANTESHA MOTORS PRIVATE LIMITED is an authorized dealer for Maruti
Udyog Ltd, for Marketing, Sales, Maruti Genuine Spares, Maruti Genuine Accessories,
Service and Repairs of Maruti range of vehicles.
HISTORY:
Shantesha Motors commenced operations on 20/5/2000 in Belgaum and is one of
the good authorized dealers for Maruti Udyog Ltd. Today they have turn over of20
crores, hence making them one of the Maruti dealer in India.
Shantesha Motors have the excellent network of sales and services center in Belgaum
and they are leading Maruti dealers in north Karnataka. At Belgaum Shantesha
showroom is located near to K.L.E Hospital. The workshop located at Nehru Nagar.
carries out after sales operations, free service, paid service and Running repairs. Besides
this the workshop also in to selling of pre-owned cars and Ranks First for the sale of pre-
owned cars in India. The stockyards situated at attach to showroom carries the pre-
delivery inspection of all the vehicles and gets them ready for the sales. It has paved
surface stocking area of about 50 to 100 Maruti vehicles.
Quality Management System:
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
.
SHANTESHA MOTORS PVT. LTD.
Shantesha Motors has a documented and established quality management system
to ensure that
The documentation structure of Shantesha Motors can be represented in the
following manner.
1. QULITY MANUAL
2. QULITY SYSTEM PROCEDURES
3. WORK INSTRUCTIONS AND CHECKLIST
4. FORMS AND RECORDS
5. REFERENCE STANDARDS AND EXTERNAL MANUAL
The quality manual describes the ISO 9001: 2000 standards adapted at
Shantesha Motors.
The quality management system procedure manual SM/BGM/PM/O 1 contents
the detail of how the processes in the organization are being conducted, control
and recorded and meet the customer demands
The work instructions and checklist contains how the specified activities are to
be carried out.
The forms and records support the activities carried out and controlled.
All the external manuals and standards are controlled.
Management Commitment:
The management of Shantesha is committed to quality management system
through leadership and actions. The management shall provides the basic infrastructure
and continually upgrade the work environment.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
The management is also committed to
The quality policy and quality objective of organization.
Ensures that the policy is understood, implemented and maintained at all the
levels of the organization
Ensure focus on the customer requirement throughout the organization.
Ensure availability of necessary resources.
Review the established quality management system periodically through the
management reviews.
Customer Focus at Sales:
The Field executives visit the customers and explain the features of the vehicle to
them
Demonstration and test drives shall be given whenever required.
The Performa invoice/price list terms and conditions will be given.
The order booking forms duly collected from the customer and clarity with
regard to the terms and conditions are explained and the copy id handed over to
customer along with the receipt or payment made.
Any amendment required by the customer, it should be recorded on the order
booking forms
The delivery is insured as per the checklist duly explaining all the features
mentioned in the checklist.
Customer Focus at Service: a) The customer can book the vehicle for the
servicing/repairs either through the telephone or personally the front office.
b) The detail shall be entered in 'booking register' by the telephone operator.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
c) The list of the vehicles shall be given to front office ~very morning to accept
the vehicles for servicing for that date.
d) The customer can bring their vehicle for servicing without booking. However such
vehicle shall be accepted only after ensuring that there is enough capacity for the
booked vehicles.
e) On the bases of kilometers run by the vehicle and customer requirement, the
customer shall explained about the type of the servicing/repairs and spare
parts required and to ensure that the service station has the required capacity
to accept the vehicle.
f) Before accepting the vehicle, a mutually acceptable delivery time and date is
fixed with the customer.
g) The customer's consent shall be taken on the estimated cost of the
repair/service of the vehicle.
h) All the details of the work required along with the date and time of the
delivery and the established cost shall be recorded in the job order card before
commencement of the work.
i) Incase of any change in the terms any change in the services, the cost or the
delivery time then the client shall be informed verbally over the phone and
any change shall be recorded in the Job Order Card.
Quality Policy: The management of Shantesha Motors shall always remain committed to
its objectives for quality for with the main thrust on meeting the customer expectation
and requirements.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
The management's commitment to quality reflected in its quality
policy.
"We at Shantesha pledged to make quality a way of life through commitment to
continual improvement customer satisfaction and adhering to quality management
system"
The management ensure that the policy is understood implemented and maintained at all
levels of the organization and continual improvement in customer satisfaction.
At present our quality objectives are
We ensure that customer complaints do not exceed 8 per 10,000
vehicles.
We ensure that repeat job do not exceed 2 %
We ensure CSI of90% with minimum of 15% feed back
cards.
We ensure SSI of80% at sales with minimum of20% feedback
cards.
We ensure to conduct 3 free emission/service check camps per quarter.
We ensure to launch I incentive scheme per
month.
We ensure to conduct 4 internal audits and 4 MRM's per financial year of quality
management system.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
QUALITY MANAGEMENT SYSTEM PLANNING
The quality plan at Shantesha Motors comprises the identification of the
following.
The various models of vehicles from Maruti Udyog Ltd sold and serviced at
Shantesha Motors.
The various types of services done at Shantesha Motors.
The external manual acquired from Maruti Udyog Ltd to sell and service the
vehicles.
The various models of vehicles from Maruti Udyog Ltd. Sold and serviced
at Shantesha Motors.
Maruti-800 car
Maruti omni
Zen
Alto
Wagon-R
Esteem
Versa
Baleno
Vitara
Swift
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
The various types of servicing done at Shantesha Motors.
Services-Free service and paid service.
Running repair.
Quick service repair.
Break down service.
The external manuals acquired from Maruti Udyog Ltd. To sell and service the
vehicles.
Sales policy bulletin
Marketing circulars
Service manuals
Service circulars
Service bulletin
Warranty bulletin
Spares parts price
catalogue
Spares parts price list
Spare parts procedure manuals
Spare parts
bulletin
Spare parts circulars
Maruti service quality standards
Customer care manual
Service marketing manual.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Competence Awareness and Training:
a) Recruitment is done as per MUL norms of education and
experience.
b) There exists well-defined system to identify and provide training to all the
personnel procedure No. SM/BGM/PR/12.
c) Induction training and on job training shall be provided
d) All concerned shall be trained on the latest sales/service/spares/bulletins/circulars
from MUL.
e) As per the MUL scheduled training programme Executives/Mechanics/Manager
will bed, eputed for training.
f) Training records shall
maintain.
Identification and Tracebility:
Identification:
1. New vehicle, which has completed pre-delivery inspection, shall be identified as PDI-
OK on the windshield, MUL Invoice and job order card, PDI and stockyard egister.
2. Identification of vehicles at the service workshop shall be through vehicle model,
registration number and unique job order Nos.
3. Inspection and test status of service/repair of vehicles shall be identified through the
job order card.
4. Completed job order card and the stamp of the final inspector shall identify Final OK
vehicles.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
5. Identification of spare parts shall be in the form of part Nos., as per Maruti
guidelines.
6. Identification of new vehicles is by its colour, model, chassis and engine Nos., MUL
Invoice, stockyard register.
Traceability:
1. Traceability shall be established though vehicle registration No. Job order number
and the date of job order.
2. Traceability of new vehicle at stockyard is established through chassis and engine No,
keyno., and parking slot No.
Monitoring and Measurement:
Customer Satisfaction:
1. Feedback received from the customer on their perception and service experience
customer satisfaction measure (percentage) is generated using software supplied by
Maruti Udyog Ltd.
2. Results of customer satisfaction measure are discussed in the management review
meetings and counter measure for the continual improvement is initiated.
Internal Audit:
There is a well-defined procedure No.: SM/BGM/04 to conduct internal audit and
examine
the implementation of Quality Management System.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Monitoring and Measurement of Processes:
1. Pre-sales process is monitored and measured by the number of enquires and the
closure of sales.
2. Sales process is monitored customer personal docket checklist, commitment and
delivery, SSI%.
3. In service, repeat jobs, customer complaints, feedback card %, CSI%, PSF%, final
inspection are monitored.
4. Statistical graphs are used to indicate the measures.
Improvement
Continual Improvement
Shantesha Motors, Belgaum shall continually improve the effectiveness of the Quality
management System through commitment to Quality policy, Quality objectives as well
as use of audit results, management review meeting decisions, analysis of data, corrective
and preventive actions.
Corrective Action:
There is a documented system procedure No. SM/BGM/PR/05 to implement corrective
action on all the non-conformities arising from:
Customer complaints
Repeat Jobs
System Non Compliances
Post Service Follow Ups
Post Sales Follow ups
CSI negative feedback
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
SSI negative feedback
Road test
Final inspection
Internal Audit findings
Supervision by supervisor\ Work Managers
External Audits.
Preventive Action
There is a documented System Procedure No.SM/BGM/PR/06 to identify
potential Non-Conformities like recurring Non-Conformities determined from Repeat
job, Final Inspection, washing Quality as well as for potential Non-Conformities
determined during MRM, Meetings and Audits and Analysis of Customer Feedback.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Introduction about Swift car
SWIFT
Window to Swift
Maruti Swift, the car of the year, was launched in May
2005. It is a new kind of compact car with a fresh
approach to design and development. The Swift is
more eye-catching, more spacious, more refined and
more user-friendly. It is a whole lot of enjoyable to
drive than anything else in the compact-car category.
Company
Segment Biggest USP
Maruti Suzuki 'B'Eye-Catching
Design
MARUTI SWIFT 2007 - Diesel
The new model of Japanese engineering is all set to roll out on Indian roads in the year
2007. Its European style of design laden with dream-like handling is ready to boost its
share in the Indian market with its Maruti Swift 2007 model. It now aims to expand its
share with Maruti Swift which is currently dominated by Hyundai Getz and Fiat.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
MARUTI SWIFT (DIESEL)You’r the fuel
The diesel version of new Maruti Swift comes at ex-showroom price of Rs. 4.6 lac and
above. It is priced at Rs. 4.84 lac in Mumbai where as the ex-showroom price is lesser in
Delhi at around Rs. 4.68 lac. The estimated on road price for the new Maruti Swift 2007
diesel model is Rs. 5.4 lac.
The new Maruti Swift 2007 is available in LDi and VDi models. The new LDi and VDi
models are equivalent to earlier LXi and VXi models and they have taken the market by
storm with the economical features provided. Currently, there is no equivalent to the ZXi
model of earlier Maruti Swift 2005 models. It gives all the luxuries of a basic car owner
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
in the most economical price band. Dimensions of the new Maruti Swift 2007 diesel
model are same as the petrol model, however; the diesel version experiences an increased
weight of 85 kgs. The 1.3L Multijet engine is sure to capture the compact car segment
and is a perfect beauty. However, if you are looking at more space and head roof Maruti
Swift 2007 is not the car for you.
The new diesel model of Maruti Swift has surprised Indian customers with its improved
and powerful version of engine. The engine, manufactured under license from Opel and
Fiat, has already bagged the "Engine of the Year 2005" award in Europe in the 1 to 1.4 lt.
category. It is turbocharged with 1.3 lt. DDiS or Deisel Direct Injection System that lends
190 nm torque which enables only 4.6 lt of fuel consumption per 100 km. This engine is
supposed to be world's smallest engine with four cylinders. Each cylinder is four valve
cylinders and has inline cylinder configuration. With better performing engine, experts
hope that this diesel version would produce lesser noise than its contemporaries
Maruti Swift
Competing with the other cars of Maruti, Maruti Swift is gradually making its position in
the world of mid-sized family car. Maruti Swift has come up with the special technical
specifications of 16 valve 4-cylinder, 1300 cc engine generating power of solid 87bhp @
6000 rpm.
Maruti swift is equipped with various safety features and well advanced equipments.
Model Variants
Maruti Swift LXi
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Maruti Swift VXi
Maruti Swift ZXi
Color Variants
Solid Bright Red
Metallic Garnet Orange
Metallic Mint Frappe
Metallic Beam Blue
Metallic Silky Silver
Metallic Crystal Gold
Metallic Azure Grey
Metallic Midnight Black
Celebrities on car:
“Cheeky, bold, highly distinctive. Achieving a rare emotion quotient,
especially for the Suzuki stable. Mini meets Megane!”In the Swift, you get automatic
aircon, which Hyundai has not offered in the Getz and that is a big plus .”Even if the
Swift had no engine, people would buy it-and that’s because of its outrageous concept car
looks.
MARUTI UDYOG LTD SWIFT ZXi
TECHNICAL SPECIFICATIONS OF MARUTI SWIFT
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Body Type
Body Type : Hatchback
Number of doors : 5
Seating capacity : 5
Engine
Capacity : 1298cc
Number of
cylinders: 4
Number of valves : 16
Bore x Stroke : 74.0 x 75.5 mm
Compression ratio : 9.0:1
Maximum power : 87bhp @ 6000rpm
Maximum torque : 113Nm @ 4500rpm
Fuel distribution : Multipoint injection
Transmission
Type : Five-speed manual, with
synchromesh in all gears,
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
one reverse
Gear ratios : 1st 3.545 4th 0.966
2n
d 1.904 5th 0.757
3rd 1.280 revers
e 3.272
Dimensions
Overall length : 3695mm
Overall width : 1690mm
Overall height : 1530mm
Wheelbase : 2390mm
Track Front : 1470mm
Rear : 1480mm
Ground clearance : 170mm
Minimum turning
radius: 4.7 metres
Luggage capacity : 232 litres (with seatback raised)
368 litres (with seatback folded)
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Chassis
Steering : Rack & pinion, power assisted
Brakes Front : Ventilated Discs
Rear : Drums
Suspension Front : MacPherson strut and coil spring
Rear : Torsion beam and coil spring
Tyres : 165/80 R14 / 185/70 R14 (tubeless)
Weights
Kerb weight :980 kgs. [LXi] / 1000 kgs. [VXi] /
1010 kgs. [ZXi]
Gross vehicle
weight: 1415kgs
Maximum speed : 160kmph
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Fuel tank
capacity: 43 litres
Source : http://www.marutiudyog.com/
Awards
BS Motoring: Car of The Year
CNBC: Car of The Year
Best Value for Money Car
Best Design And Styling
Viewer's Choice
NDTV Profit: Small Car of The Year
BBC Top Gear: Design Car of The Year
Overdrive: Car of the Year
Price Tag
Between Rs. 4 Lakhs to Rs. 5.60 Lakhs.
Color Variants
Swift
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
RESEARCH METHODOLOGY
Descriptive Research : The research carried out was a descriptive type of Research.
Selection of Sample:
Sampling allows us to concentrate our attention upon relatively swift car owners, hence
devote more energy to ensure that the information collected from them accurate.
Elements: Research includes Swift car owners in Belgaum city.
SAMPLE FRAME: Owners of Swift car .
SAMPLING SIZE: The total sample size consists of 100 respondents.
SAMPLING METHOD: Belgaum city has maximum Swift cars. in that the
information collected from accurate.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
RESEARCH DESIGN
Statement of the problem
In Indian car industry, small car segments have played a very crucial and significant role
due to its economy, efficiency and effectiveness. Due to invasion of foreign cars into
Indian markets, the pace of competition has hiked. This has brought into market, number
of new cars entered into Indian market ..
This study will provide solutions to the problems of the management to know the
satisfaction level of the Swift car owners. And the reason for preferring or not
preferring the Shantesha motors pvt ltd services, by the swift car customers.
Thus keeping these points in mind, a few objective were set such as satisfaction
level of swift car and with respect to services of the Shantesha motors pvt ltd. The
preferences towards particular car and services or particular facility, the effectiveness
of the introduced services, causes for dissatisfaction are some objectives of this study.
2.Model development:
The study will provide solutions to the problem of the management.
To know the reason why people opt four-wheeler To know the features considered by the customers while purchasing a Swift
car.
To know the satisfaction level of Swift car owners
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
To know the reason for preferred only Swift car
3 Specification of information required:
To know the features considered by the customers while purchasing a Swift car
To know the facilities/services expected by the customers from the dealer of swift
cars.
To know the satisfaction level of Swift car owners
DATA COLLECION METHOD:
The information necessary for this survey is collected by tapping primary and
secondary data.
Primary data:
a) Questionnaire
b) Personal interaction
Secondary data:
a) Related information from Internet:
b) Organization Report
MEASURMENT TECHNIQUES :
The measurement technique used for this project are Questionnaires and
attitude scales.
SELECTION OF SAMPLE :
Sampling allows us to concentrate our attention upon relatively swift car owners, hence
devote more energy to ensure that the information collected from them accurate.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Data Analysis
Data are useful only after analysis. Data analysis involves Converting a series recorded
observations into descriptive statements and information about relationship.
Data collection Method:
In order to achieve objectives of this project study, it was very necessary to
collect data for different information required.
Primary data:
Primary data comprises of direct responses or first hand data collected from
different respondents for Swift car. Questionnaire was used as the major tool in
collecting primary data for our research. Primary data also collected through the direct
interview with the respondents.
Secondary data:
Secondary data is the data, which is not gathered for the immediate study at hand
but for some other purposes.
Secondary data for the research is collected through magazines like Business
World, newspapers , Auto magazines and internet etc.,
Therefore both the types of data were used in order to collect information for the
study.
MEASURING TOOLS:
Data are useful only after analysis. Data analysis involves Converting a series recorded
observations into descriptive statements and information about relationship.
Hence concerned to this project method of analysis the data will be graphical
method, Simple selected method.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Research Analysis
Results and discussion with Graph
Research findings
Recommendation
Conclusion
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
ANALYSIS AND INTERPRETATION
Q1. Why did you opt for a four-wheeler?
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Need 31 31.0 31.0 31.0
Comfort 11 11.0 11.0 42.0
Status 48 48.0 48.0 90.0
Stylish 10 10.0 10.0 100.0
Total 100 100.0 100.0
Interpretation: The above graph reveals that 48% of the respondents opt four wheeler
for status,31% of respondents for the need on the regular bases,11% of the respondents
opt for comfort of service, and 10% of the respondents opt four wheeler for the style .
The majority of respondents are opt swift car for their status and need for regular bases.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q2.How did you get to know about Swift car
Frequency Percent Valid
Percent
Cumulative
Percent
Valid TV Ads 33 33.0 33.0 33.0
Existing
customers
21 21.0 21.0 54.0
Magazines 24 24.0 24.0 78.0
Friends 12 12.0 12.0 90.0
Internet 10 10.0 10.0 100.0
Total 100 100.0 100.0
Interpretation: From the above graph shows that 33% of the respondents came to know
of Swift car through TV ads,24% of the respondents through magazines,21% of the
respondents through the existing customers and 12% of respondents from friends,10%
of respondents through internet. The above graph explained that majority of respondents
are TV ads and Magazines.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q3.Why did you preferred only Swift car
Frequency Percent Valid
Percent
Cumulative Percent
Valid Mileage 6 6.0 6.0 6.0
Aesthetics 46 46.0 46.0 52.0
Safety
Feature
18 18.0 18.0 70.0
Luxuries 30 30.0 30.0 100.0
Total 100 100.0 100.0
Interpretation: From the above graph reveals that 46% of the respondents prefer for
Aesthetics, 30% of the respondents prefer for conscious luxuries, 18% of the respondents
for safety features and 6% of respondents prefer swift cat for mileage. The above graph
states that the customers are eager to buying car Swift car through various attributes of
car.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q4.State the level of satisfaction of swift car service provided by SHANTESHA
MOTORS PVT LTD
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Complete Satisfied 48 48.0 48.0 48.0
Satisfied 35 35.0 35.0 83.0
Neither Satisfied 9 9.0 9.0 92.0
Dissatisfied 8 8.0 8.0 100.0
Total 100 100.0 100.0
Interpretation: The above graph is explaining about the satisfaction level towards
SMPL service, 48% of the respondents are having the opinion that they are satisfactory
level,35% of the respondents surveyed are having the opinion that they are satisfied,9%
of the respondents surveyed are having the opinion that neither satisfied or nor
dissatisfied and 8% of the respondents are having opinion that they are not satisfied. The
majority of the respondents are satisfied with the services and the satisfaction level can be
increased growth economically.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q5.Please rank the following features in the order of priority while making a buying
decision for a four wheeler
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Aesthetic 39 39.0 39.0 39.0
Price 21 21.0 21.0 60.0
Mileage 21 21.0 21.0 81.0
Maintenan
ce
19 19.0 19.0 100.0
Total 100 100.0 100.0
Interpretation: The above graph reveals that the rank wise percentage of customer
preference measures attributes of cars.39% of the respondents are ranked for
Aesthetic,21% of the respondents for the price of car,21% of the respondents ranked for
mileage and 19% of the respondents ranked for maintenance. The above states that the
majority of respondents are aesthetic, price and mileage of Swift car.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q6.Which of the following facilities/Services do you expect from Dealer
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Quick Service 43 43.0 43.0 43.0
Informative Salesman 31 31.0 31.0 74.0
Prompt Discount on
spares
21 21.0 21.0 95.0
Finance Facilities 5 5.0 5.0 100.0
Total 100 100.0 100.0
Interpretation: The above graph is explained the facilities expected by customers at the
time of buying a four wheeler car.43% of the respondents preferred for the quick service,
31% of the respondents prefer and need the facility of informative salesman, 21% of the
respondents prefer facility of prompt discount on sales and 5% of respondents prefer
facility of finance facilities. The majority of the respondents are for quick services and
informative salesman.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q7.How do rate the following in the Swift car
Frequ
ency
Percent Valid
Percent
Cumulative
Percent
Valid Price 56 56.0 56.0 56.0
Style 28 28.0 28.0 84.0
Maintenance 9 9.0 9.0 93.0
Fuel efficiency 7 7.0 7.0 100.0
Total 100 100.0 100.0
Interpretation: The above graph reveals that the rate given by the respondents to their
cars.56% of the respondents rated for price, 28% of the respondents rated for style and
features of cars,9% for the maintenance and 7% of the respondents rated for fuel
efficiency. The above states that the Owners of Swift car are very stylish and offered for
new change according to lifestyle changes.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q8.If you were to buy a new car which means of Finance would you Prefer
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Bank Loan 67 67.0 67.0 67.0
Car Loan 33 33.0 33.0 100.0
Total 100 100.0 100.0
Interpretation: From the above graph explained that 67% of the respondents preferred
for Bank Loan, 33% of the respondents preferred Bank Loan as means on finance of car
Loan. The majority of respondents states that they preferred Loan while buying a new
car.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
Q9.SWIFT Car has been created resurrecting brands in the market
Frequency Percent Valid
Percent
Cumulative
Percent
Valid Strongly
agree
54 54.0 54.0 54.0
Agree 46 46.0 46.0 100.0
Total 100 100.0 100.0
Interpretation: From the above graph we come to know that 54% of the respondents
strongly agree and 46% of the respondents agreed to say that Swift car resurrecting brand
image in the market. The above states that the economic level of Swift car is exponential
growth in the market.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
FINDINGS
1. According to survey it is found that 48% of respondents opt four wheeler for the
status, as the first most crucial feature considered while purchasing a car,and31%
of the respondents Need is considered as the second considerable feature and11%
for the comfort of service and 10% of the respondents opt for stylish.
2. It is found that 33% of the respondents came to know about the swift car through
T.V advertisements and 24% of the respondents came to know about the car
through magazines, 21% of the respondents came to know through existing
customers and 12% of the respondents through friends, only 10% of the
respondents came to know through internet.
3. It is found that 46% of the respondents preferred only swift for Aesthetics,30% of
the respondents preferred for luxurious and 18% for the safety features and very
few for 6% for the mileage.
4. It is found from the survey that 48% of the respondents are satisfactory by SMPL
Services, 35% of the respondents are having opinion satisfied, 9% for neither
satisfied nor dissatisfied and only 8% of the respondents are dissatisfied.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
5. Among the respondents surveyed, Thirty-nine (39%) of the respondents preferred
for the Aesthetics of a car. Twenty one (21%) of the respondents preferred for the
competitive price of a car. Nineteen (19%) of the respondents preferred for the
maintenance and comfort. The majority of the respondents are preferred for the
Aesthetics and Price.
6. It is found that 43% of the respondent prefer Quick service as the most preferred
facilities\services expected from the dealer and the next preferred
facilities/services is 31% of the respondents prefer for informative salesman and
21% of the respondents prefer for prompt discount.
7. It is found that 67% of the respondent prefer for Bank loan as the most preferred
means of finance. And 33% of the respondents prefer for finance means car
Loans.
8. It is found from the survey that 54% of the respondents are strongly agree that
Swift car created resurrecting brands in the market and 46% of owners of Swift
car are also agreed to say that created resurrecting brands in competitive price
with exponential growth..
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
RECOMMENDATIONS
1. According to surveyed respondents found that Mileage, Price, Style and the Comfort
are the most sought after features one looks at, while buying a car. on the higher side is
the fuel efficiency, the spare parts availability and maintenance costs are other features,
Which one should look into buying a car, So manufacturer has to consider these aspects
to attract and retain customers towards brand of company.
2. 43% of the respondents preferred for quick facilities or services from the Dealer, so
need to provide quick and fast services to customers and 31% of the respondents
preferred for informative sales man there is need for informative sales man for accurate
information about cars.21% of the respondents preferred for discounts so Dealer should
provide it promptly to its customers after sales.
3. Company should need to provide most effective service to its customers through
developing their own new strategies and improvements .
4. Online sales promotion have been booming in recent years due to the over –whelming
popularity of internet, So company should inculcate this promotional activity for
increasing sale of Swift cars that will create exponential growth in market.
5. Most of Customers preferred for Bank Loan facilities rather than Financial institutions,
so the company should provide facility, where (67%) of the customers preferred for Bank
loan and 33% of the customers preferred for financial institutions. so company should
give information regarding loan concerned. .
6 Discount on accessories and Spare parts act as influencing factor for purchasing
decision. So Dealer can give appropriate discounts on spares and accessories after sales.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
CONCLUSION
Belgaum although a small city, is dwelled by middle and higher-class people in majority.
Thus the market for four-wheeler has never been a dearth here. But of all the varieties of
cars available here but most of customer preferred only small cars.
Customers in this area need to change into their lifestyle. This has fostered the entry of
new variety of Small cars available nationwide to flourish in this market. This has
enhanced the competition in car market but Maruti with stood this competition by rating
in the market share to be highest by launching new Swift Car in Indian Market.
The results of the survey conducted showed that customers are eager to purchase a Maruti
Suzuki branded cars. So the buying behavior of customers that most of the customers
purchase a car based on Mileage followed by price and maintenance of car. Finally I
would conclude that Swift is more eyecatching.more refined and more User friendly. It is
whole lot of enjoyable to drive than anything else in the compact car category.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
QUESTIONNAIRE
BIBLIOGRAPHY
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
QUESTIONNAIRE
I am pleased to introduce myself as MBA student of PEST’s Belgaum institute of
management of studies Belgaum .As a part of curriculum I have undertaken study to
measure the satisfaction level of swift car owners and to suggest appropriate measure to
enhance the sales at Belgaum city.
1. Name and Address
Contact No:
2.What is your occupation?
Executive Govt Employee
Sales person professional Self employed
Student Any other specify
3. Why did you opt for a four-wheeler a. Need b. comport
c. Status d. Stylish Any other specify
4. How did you get to know about Swift car
a T.V Ads b. existing customers
c. Magazines d. Friends
e. Internet f. Any other Specify
5.Why did you preferred only Swift car
a. Mileage b. Aesthetics
c. Safety features d. Luxuries
e Any other specify
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
6.State the level of satisfaction of Swift car service provided by SMPL
a. Complete satisfied b. Satisfied
c. Neither satisfied d. Dissatisfied
e Some what satisfied f. Complete dissatisfied
7.Please rank the following features in the order of priority while making a buying
decision for a four wheeler (1 for the most preferred and 8 for least preference.
1. Aesthetic/Look
2. Price
3. Mileage
4. Maintenance
5. Safety features
6. Space
7. Company service comport
8.Which of the following facilities /services do you expect from dealer
a. Quick service b. Informative salesman
c. Prompt discount on d. Finance facilities
e. Accessories
Discount on spares Loan counter
Home Delivery Validity of spares
9.What are the attributes of your car Swift car
Price: very expensive Expensive Reasonable
Style Very style Style Plain
Maintenance Very easy Easy Difficult
Fuel efficiency Excellent Good Poor
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
10.If you were to buy a new car which means of finance would you prefer
a. Bank Loan b. Car Loan
c. Cash payment e. Employee Loan
Any other specify
11.Swift car has been created resurrecting brands in the market
a. Strongly agree b. Disagree
c. Neither agrees d. Strongly Disagree
12.Please Share your experience with Swift car
______________________________________________________________________
_
_______________________________________________________________________
_______________________________________________________________________
________________________________________________________________________
________________________________________________________________________
_____________________________________________________________________
THANK YOU
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
BIBLIOGRAPHY
REFERANCE BOOKS:
Marketing research : Tull and Hawkins
Global CEO : Magazines
Corporate today : Magazines
Auto magazines
INTERNET WEBSITES :
WWW.MARUTIUDYOG.COM
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)
SHANTESHA MOTORS PVT. LTD.
BELGAUM INSTITUTE OF MANAGEMENT STUDIES (MBA)