harman (tvs)

7/28/2019 Harman (Tvs)

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SCENARIO OF INDIAN AUTOMOBILE

During early 60s & 70s, automobiles came largely in twos.

In scooters, you had a Lambretta or a Vespa.

In motorcycles, you had a Bullet or a Java.

In cars, you had to choose between an Ambassador and a Fiat.

In trucks, it was either an Ashok Leyland or a Tata.

In tractors, it was between a Swaraj and a Mahindra.

This situation reflected the India of yester years. Economic reforms and

deregulation have transformed that scene. Automobile industry has written a new

inspirational tale. It is a tale of exciting multiplicity, unparalleled growth and amusing

consumer experience all within a few years. India has already become one of the

fastest growing automobile markets in the world. This is a tribute to leaders and

managers in the industry and, equally to policy planners. The automobile industry has

the opportunity to go beyond this remarkable achievement. It is standing on the

doorsteps of a quantum leap.

The Indian automobile industry is going through a technological change

where each firm is engaged in changing its processes and technologies to maintain the

competitive advantage and provide customers with the optimized products and

services. Starting from the two wheelers, trucks, and tractors to the multi utility

vehicles, commercial vehicles and the luxury vehicles, the Indian automobile industry

has achieved splendid achievement in the recent years.

The of India has automotive sector is one of the core industries of the

Indian economy, whose prospect is reflective of the economic resilience of the

country. Continuous economic liberalization over the years by the government

resulted in making India as one of the prime business destination for many global

automotive players. The automotive sector in India is growing at around 18 per cent

per annum.

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The cumulative annual growth rate of production of the automotive

industry from the year 2000-2001 to 2005-2006 was 17 per cent. The cumulative

annual growth rate of exports during the period 2000-01 to 2005-06 was 32.92 per

cent. The production of the automotive industry is expected to achieve a growth rate

of over 20 per cent in 2006-07 and about 15 per cent in 2007-08. The export during

the same period is expected to grow over 20 per cent.

The automobile sector has been contributing its share to the shining

economic performance of India in the recent years. With the Indian middle class

earning higher per capita income, more people are ready to own private vehicles

including cars and two-wheelers. Product movements and manned services have

boosted in the sales of medium and sized commercial vehicles for passenger and

goods transport.

Need of two wheelers in India:-

The feeling of freedom and being one with the nature comes only from riding a

two wheeler. Indians prefer the two wheelers because of their small manageable

size, low maintenance, and pricing and easy loan repayments. Indian streets are

full of people of all age groups riding a two wheeler. Motorized two wheelers

are seen as a symbol of status by the populace.

The two wheeler segment was the fastest growing segment in the

automobile industry. India is the second largest user and third largest

manufacturer of two wheelers in the world.

Two Wheelers Manufacturers Growth Factors:-

The general income level has increased.

The taxes, excise, and other duties have been lowered by the Government.

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The latest two wheelers are fitted with economic engines.

The present generation is using more two wheelers.

The option of financing has become easier and user friendly.

Segment Know How:-

Among the two wheeler segment, motorcycles have major share in the market.

Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46%

share in scooter and TVS makes 82% of the mopeds in the country. 40% of the

three wheelers are used as goods transport purpose.

In commercial vehicle, Tata Motors dominates the market with more than 60%

share. Tata motor is also the worlds fifth largest medium & heavy commercial

vehicle manufacturer.

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Automotive Mission Plan 2016

The bumper-to-bumper traffic of global automobile biggies on the

passage to India has finally made government sit up and take notice. In a bid to drive

greater investments into the sector, ministry of heavy industries has decided to put

together a 10-year mission plan to make India a global hub for automotive industry.

The ten year mission plan will also set the roadmap for budgetary fiscal

incentives The Government of India is drawing up an Automotive Mission Plan 2016

that aims to make India a global automotive hub. The idea is to draw an innovative

plan of action with full participation of the stakeholders and to implement it in mission

mode to meet the challenges coming in the way of growth of industry. Through this

Automotive Mission Plan, Government also wants to provide a level playing field to

the players in the sector and to lay a predictable future direction of growth to enable

the manufacturers in making a more informed investment decision.

Major players in the automobile sector are:

Tata

Mahindra

Ashok Leyland

Bajaj

Hero Honda

Daimler Chrysler

Suzuki

Ford

Fiat

Hyundai

General Motors

Volvo

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About Tvs Company

TVS Motor Company is one of the premiere automobile companies inIndia. The word TVS stands for TV Sundaram Iyengar and Sons Limited which is the

holding company for the TVS Group of companies. The firm is engaged in the

manufacturing of almost all kinds of automotive components, two wheelers and a few

other industrial products. The company was founded by TV Sundaram Iyengar in

1911. The company is headquartered in Chennai and its manufacturing and R&D units

are located at Mysore and Hosur, near Bangalore, and Baddi in Himachal Pradesh.

TVS Motor Company is the first two-wheeler manufacturer in the world to be honored

with Deming Prize for Total Quality Management.

TVS Motor Company Limited is the third largest two-wheeler

manufacturer in India and globally among the top ten. It is the flagship company of

TVS Group, a USD 2.2 billion conglomeration of companies. At present, the group is

comprised of more than 30 companies and employs more 40,000 people worldwide.

Its dealer and service network is widely spread in India.

TVS has enjoyed a steady growth since its inception. It has continuously

expanded and diversified, and brought in new verticals within its fold. Today it boasts

a strong presence in the manufacturing of two-wheelers, auto components and

computer peripherals. The company is also involved in the distribution of heavy

commercial vehicles, cars, finance and insurance. With such a portfolio, the company

contributes a lot to Indian economy.

The company launched the first of its two-wheeler product in 1980. It

was a 50cc moped, which was successful because of its capability to carry two people.

It collaborated with Suzuki Motor Corporation of Japan, for the manufacture of 100 cc

motorcycles under the brand name of Ind-Suzuki Motorcycles. Subsequently, the

company changed its name to TVS Suzuki Ltd. However, the collaboration with

Suzuki was only for motorcycles. The collaboration with Suzuki ended in 2001 and

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thereafter, the name was changed to TVS Motor Company. The company has set up

an overseas manufacturing unit in Indonesia.

Quick Facts

Founder T V Sundaram Iyengar

Country India

Year of Establishment August 1980 (TVS Group in 1911)

Industry Manufacturing of two-wheelers and auto components

Business Group TVS Group

Listings & its codes NSE

TVS - Suzuki Ltd: TVSSUZUKITVS Motor Company Limited: TVSMOTOR

TVS Motor Company Limited: TVS-SUZUKI

BSE

TVS Motor Company Ltd.: 532343

Head Office TVS Motor Company

Jayalakshmi Estates V Floor

8, Haddows Road, Chennai - 600006

Tel.: +(91)-(44)-28272233

Fax: +(91)-(44)-28257121

Factory Post Box No. 4

Harita, Hosur - 635 109

Tel.: +(91)-(4344)-276780

Fax: +(91)-(4344)-276878

Post Box No.1

Byathahalli Village, Kadakola Post

Mysore - 571 311

Tel.: +(91)-(821)-2596561

Fax: +(91)-(821)-2596550/ 2596553

TVS Motor Company is the third largest two-wheeler manufacturer in

India and one among the top ten in the world, with annual turnover of more than USD

1 billion in 2008-2009, and is the flagship company of the USD 4 billion TVS Group.

Unmatched performance

Today TVS Motor Company has the largest market share in the moped category

with a hopping 62% and is also the undisputed leader in the scooterette segment

with 41% share. It also holds 17.5% market share in motorcycles.

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World Class Facilities

The company manufactures its motorcycles and mopeds at its state of the art

Hosur facility, near Bangalore and scooters and scooterettes at Mysore.

Impressive Range

TVS offers a wide range of two wheelers.

Uncompromising Quality, Technology.

Committed to achieving total customer satisfaction through Total Quality

Control, the company continuously strives to give the customer, the best valuefor money.

Eco Friendly

TVS is committed to protecting the environment. The company manufacturing

facilities at Mysore & Hosur have state - of - the art facilities & air pollution

control measures. Even the suppliers are encouraged to ensure that their

products meet eco friendly norms.

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Financial Highlights Of TVS:-

Growth in last month 31%.

Market share in all over India 17%.

Growth of automobile industry 20%.

Growth of TVS 33%.

So TVS became the head of automobile industry in March 20%.

Business Model

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TVS Motor Company

Dealer Sub dealer

Customer Customer Customer


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COMPANYS HISTORY:

TVS Motor Company Ltd.

1982

- The company was incorporated as Indian Motorcycle Pvt. Ltd. on 15th July. Its

name was changed to Indo Suzuki Motorcycles Pvt. Ltd. and it was converted

into a public limited company on 12th January, 1984

1992

- The Company launched two new models of motor cycles viz. `Sumurai' and

`Shogun'.

1993

- The Company launched a new model of moped viz. `TVS Scooty'.

1995- The Company was studying the feasibility of opening a second plant at a

different location to meet the growth in demand for two wheelers in the near

future

1996

- The company is taking steps to meet the increase in demand for its products

and improve March, 1996.

1997

- The company proposes to introduce kick start facility.

- TVS Suzuki Ltd (TSL), the second largest two-wheeler manufacturer in the

country,

- TVS Suzuki Limited is officially launching its new moped model, the XL

Super.

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1998

- TVS will be the first company in the country to introduce the 4 stroke scooter

in the Indian market.

1999

- TVS Suzuki is all set to launch a scaled-down version of Spectra -- the recently

launched four-stroke scooter.

2000- Two-Wheeler major, TVS-Suzuki Limited is set to create a special cell to tap

the institutional segment.

2002

- TVS Motor Company Ltd has informed that the Board declared an interim

dividend of Rs 9.00 per share on 2,31,00,070 equity shares of Rs 10/- each

fully paid up, aggregating to Rs 231.00 million.

2003

- TVS Motor Company has recorded a market share of 35% from motor cycles

division

- TVS, Bajaj Auto and Yamaha have grabbed the market share from the

country's largest motor cycle maker Hero Honda.

- TVS Motor has recorded a 31% growth in its sales.

- TVS Motor Company adds two new models in two-wheeler segment.

- Launches Fiero F2 and Scooty Pep models

- Board of approves the merger of engine components division of its subsidiary,

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2004

- TVS Motor Company launched its new bike - TVS Centra - here on February

9, 2004, for the first time in the State. It is a 100-cc four-stroke motorcycle

targeted at the popular segment and a Fill-it-once-a-month bike, competitively

priced at Rs. 36,990.

2005

- TVS Motor Company introduced its entry-level 4-stroke motorcycle - TVS Star

in the Kerala market

- TVS Motor Company launches TVS Centra VT-i, a variant of its four-stroke

100cc model TVS Centra on May 6

- TVS Motor rolls out two motorcycle variants named Victor EDGE, StaR City

and Scooty Pep plus

2006

- TVS Motor appoints new President

- TVS launches Apache in Vizag

2007

- TVS Motor Co, has rolled out seven new vehicles, including its first three-

wheeler and a new 125 cc bike, aimed at gaining lost share in a highly

competitive market.

2009

- TVS Motor Company launched Scooty Streak, which is its latest scooterette

targeted at girls of 16 to 20 age group.

2010

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TVS Motor Company launched Indias first motorcycle with tomatic

technology named JIVE.

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TVS Group

TVS Group is one of India's oldest business groups. It is a giant

conglomerate with presence in diverse fields like automotive componentmanufacturing, automotive dealerships and electronics. Today, there are over thirty

companies in the TVS Group, employing more than 40,000 people worldwide and

with a turnover in excess of USD 2.2 billion.

TVS Group originated as a transport company in 1911. TV Sundaram

Iyengar and Sons Limited is the parent and holding company of the TVS Group.

Other major companies of TVS Group are:

TVS - Motor Company Limited: TVS Motor Company Limited is one

of the largest two-wheeler manufacturers in India. It manufactures Motorcycles,

Mopeds, Scooterettes and Scooters.

TVS Electronics Limited: TVS Electronics was incorporated in 1986

in undaram Polymers Division: Sundaram Polymers Division manufactures

Engineering Plastic compounds for various applications.

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Company Profile

TVS Motor Company (TVS-M) one of the largest two wheeler

manufacturers in India, started manufacturing in 1979. TVS-M currently manufactures

a range of two wheelers namely motorcycles, scooters, scooterettes and mopeds in its

plants located at Hosur (in Tamilnadu) and at Mysore (in Karnataka). Our subsidiary

M/s Lakshmi Auto Components Ltd (LAC), the Engine component division has been

merged with TVS-M, so the annual report of 2003-04 comprises of both. Our market

share is around 22 %. TVS-M is also the market leader in the moped segment

enjoying a share of 69 %. The combined capacity as of march 04 is more than 1.6

million vehicles and the annual turn over was Rs. 28,560 million (2003-04). TVS-M

also exports its bikes as SKDs and CKDs to African and South America

Products profile

Motorcycles

TVS AX 100 TVS Fiero

TVS Samurai

TVS Shaolin

TVS Shogun

TVS Apache (150 cc,13.7 Ps @8500rpm)

TVS Apache RTR 160

TVS Apache RTR 160 EFI (Electronic Fuel Injection)

TVS Apache RTR 180 (17.3ps)

TVS Centra

TVS Fiero

TVS Fiero F2

TVS Fiero FX

TVS Flame

TVS Flame (125 cc,ccvti technology)

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TVS MAX 100

TVS MAX R 100

TVS Star

TVS Star City

TVS Star Sport

TVS Supra

TVS Victor (110 cc)

TVS Victor EDGE (125 cc)

TVS Victor GLX (125 cc)

Scooterettes

TVS Scooty KS (60 cc) (2nd Largest used Scooter in India)

TVS Scooty ES (60 cc)

TVS Scooty Pep (90 cc) (3rd largest used scooter in India)

TVS Scooty Pep + (90 cc)

TVS Teenz (60 cc)

TVS Streak (90 cc)

Step thru

TVS NEO 110

Mopeds

TVS 50 (The most used moped in India and its subcontinent, has been

manufactured 11,26,325 (its variants and derivates included) times (August

2005) and still going on in service.

TVS XL (60 cc)

TVS Eco

TVS Champ (50 cc)

TVS Super Champ (60 cc)

TVS Sport (70 cc)

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TVS XL Super (70 cc)

TVS XL Super Heavy Duty (70 cc)

MODELS OF TVS

TVS Apache

TVS Apache is an exciting offer from TVS. A powerful blend of

contemporary design and engineering, TVS Apache is superbly styled with fantastic

finish. The mighty machine has sleek finish with lines that flow smoothly and

seamlessly.

TVS Centra

TVS Centra is an efficient bike in the popular 100 cc segment in India.

Thanks to the VTI (Variable Timing Intelligent) engine technology, it is one of the

most fuel efficient bikes in India. Coming with a slew of innovative technologies and

superb design, the bike promises style, mileage and riding comfort.

TVS Fiero F2

TVS Fiero FX 2 is a dynamic looking body with lots of power packed

features. The all-new twin pod instrument cluster comprises the speedometer and trip

tachometer. Triple rated 5-step shock absorber at the rear and hydraulically damped

front suspension imparts stability and comfort.

TVS Scooty Pep+TVS Scooty Pep+ is an addition on TVS Scooty Pep. The two-wheeler

has been successful all over the market due to its sleek dual tone body with

complementary colored mirrors, appealing body lining and 5 different types of

metallic colors.

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TVS Star

The TVS Star is TVS' entry-level bike that challenges the dominance of

the Bajaj CT 100 in the economy-segment. TVS has launched different kinds of

motorcycles which are marketed with all customized specifications.

TVS Super XL

TVS Super XL has been incorporated with all features a two-wheeler

needs to sell itself. The vehicle has been designed with rural vehicles in mind. With

proper safety, speed and easy-to-ride features, it has been able to taste success in its

target market.

TVS VictorTVS Victor is an impressively styled powerful motorcycle. The bike is

available in new graphics and alloy wheels, which accentuate its sporty style. The fuel

tank has rounded lines with an aircraft styled fuel filler lid.

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Milestones of TVS Motor

1980 India's first 2 seater 50cc Moped TVS 50, launched in Aug.

1984 First Indian Company to introduce 100cc Indo-Japanese

motorcycles in Sept.

1994 Launched first indigenous Scooterette (sub-100 cc variomatic

scooters), TVS Scooty in June.

1996

Introduced first catalytic converter enabled motorcycle, the

110cc Shogun in Dec.

1997

Launched India's first 5-speed motorcycle, the Shaolin in Oct.

2000 Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle

in April.

2001 Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,

India's first fully indigenously designed and manufactured

motorcycle.

2004

2006

Launched TVS Centra in January, a world-class 4-stroke 100

cc motorcycle with the revolutionary VT-i Engines for best-

in-class mileage.

Launched TVS Star in Sept, a 100 cc motorcycle which is

ideal for rough terrain.

Launched TVS Aapche first bike to win 6 awards in a row.

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awards

Star of Asia Award to Mr. Venu Srinivasan, CMD TVS Motor Company by

Business Week International.

He was also honoured with Doctorate in Science by University of Warwick,

United Kingdom.

Mr Venu Srinivasan was conferred with the prestigious JRD Tata Corporate

Leadership Award for the year 2004.

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BOARD OF DIRECTORS

Venu Srinivasan

Chairman & managing director

H. Lakshmanan

Director

T. Kannan

Director

C.R.Dua

Director

K.S. Bajpai

Director

R. Ramakrishnan

Director

Prince Asivatham

Director

Senior Management

K.N. Radha Krishnan

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President & CEO

H.S. Goindi

President (marketing and sales)

Harne Viney Chandrakant

President NPL

S.H.Murali

Executive Vice President Finance

Company Secretary

K.S.Srinivasan

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SWOT ANALYSIS

Strengths

Vast dealer network

Wide product range

Quality of product

Weakness

Low presence in Media

Late Back Attitude

Opportunity

To use R&D/ manpower in best

way.

Complete unit

Threats

Bajaj is a strong competitive

Other new entrants

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ABOUT TVS gulzar

An ISO 9002 Company

DIRECTORS AND THEIR BACKGROUND:

S. Gurcharn Singh S/o S. Balwant Singh is the Managing Director of the company

aged 51 years is a graduate and having a vast experience in the line of automobile

industry. He is also the

Proprietor of M/s. GULZAR SERVICE STATION

Proprietor of M/s. GULZAR TRADING COMPANY

Harkirat Singh s/o S. Gurcharn Singh aged 26 years an MBA Analytical Commerce

Graduate is the CEO of the company, a very sharp and sincere man at present looking

after the affairs of M/s. Gulzar Motors Ltd. From the last three years.

Surinder Pal Singh (Director), aged 49 year is Science Graduate and having sufficient

experience in the automobile and allied business

Gulzar Group consists of the following companies :

GULZAR SERVICE STATION

Since 1968 dealing in Petrol Station, Servo Industrial Oils and Lubricants

GULZAR TRADING CO.

Since 1984 dealing in Swaraj Tractors, Combines and Harvesters

Auth Dealer: SWARAJ MAZDA LTD. since 1993

Dealing in Swaraj Mazda, LCVs and Buses

GULZAR MOTORS LTD.

Auth. Dealer: MARUTI UDYOG LTD. since 1997

An ISO 9002 company having the honour being awarded best Maruti

Showroom in 1997 with the latest technology equipped workshop

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Having a good reputation and hailing from reputed business family. It

located at G. T. Road Dholewal, Ludhiana. Phone No: +91-161-2541666, 2541777,

Fax: +91-161-2540777 which is very best place for such type of unit.

Working hour of TVS GULZAR is between 10.00 am to 6.30pm and

helpline breakdown service is available for 24hrs within city limit.

For the convenience of the customer and smooth running of the concern,

the unit has been divided into various section.

Spare part devison

Work section

Sales department

TVS Gulzar Automated Workshop

TVS GULZAR also made the automated workshop in 05 January 2005.

Generally all kinds of repairs and services like Reconditioning. etc. are carried out in

automated workshop for the smooth working of workshop. Under the workshop in

charge there are four skilled mechanics and one mechanics cum electricians and under

each of them there are two helpers.

The mechanic in the workshop are talented and have efficient and have

attend various training camp organized by TVS COMPANY.

The various machines and tools installed in workshop are:

Hydraulic ramp

Pneumatic tools

Tools board

Special tools

Engine jig

Air compressor

Air inflator

Bench vice

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Impact driver

General tools

Timing light

Battery charger

Battery tester

Spark plug cleaning machine

Water wash machine

Multi meter

Mileage tester

This installation of tools and machinery of automated workshop are very

sophisticated. Everyday there are 15 to 20 vehicles for servicing purpose in the

workshop of TVS Gulzar.

For the convenience of the satisfaction of customers, separate waiting

room has been constructed with various facilities like news paper, journals,

magazines, TV etc.

The unit separate spare parts counter, where in all spare and equipment

for genuine and indirectly supplied by the TVS COMPANY. The unit was spare parts

of all ranges bike of TVS.

The unit undertakes all kinds of sales, repairs, servicing and

maintenance of all TVS motorcycles. As a sub-dealer TVS GULZAR provides 2

years warranty after sales services to all TVS motorcycles on certain terms &

conditions. It offers FIVE free services for new vehicles, regular services after free

services and general checkups. Everyday there are at least 15-20 vehicles are

servicing.

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The free services are offered on all TVS motorcycles are following

basis:

Free Services Eligibility

First Service 500-750 kms or 1 month from the date of

purchase

Second Service 2500-3000 kms or 3 month from the date

of purchase

Third Service 5500-6000 kms or 6 month from the date

of purchase

Fourth Service 7000-7500 kms or 9 month from the date

of purchase

Fifth Service 11500-12000 kms or 12 month from the

date of purchase

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OBJECTIVES OF THE STUDY

The main objectives of my study are written below:-

To increase PSF to enhance customer satisfaction.

To determine the qualities of services provided by Gulzar Service Station.

To understand the expectations and requirements of customers for

services.

To determine how well Gulzar TVS workshop satisfying these

expectations and requirements.

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CUSTOMER SATISFACTION

Introduction

A customer is the most important person in our premisers. He is not dependent on us.

We are dependent on him. He is not an interruption to our work. He is the purpose of

it. He is not an outsider in our business. He is part of us. We are not doing him a

favour by serving him. He is doing us a favour by giving us the opportunity to do so.

Every company would be wise to measure customer satisfaction regularly because ne

key to customer retention is customer satisfaction.

Meaning of Customer Satisfaction

Customer refers to a person which is an important part of any business

because he/she is buyer of any product of any company.

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

from comparing a product's perceived performance in relation to his or her

expectations.

So, customer satisfaction is a business term, is a measure of how

products and services supplied by company meet customer expectation.

Definition:

"Comparison of expectations versus perception of experience".

"A customer's perception of the degree fo which their requirement have

been fulfilled".

Whether the buyer is satisfied after purchase depends on the offers performance

in relation to the buyers expectations. If the performance falls short of the expectations,

the customer is dissatisfied. If the performance matches the expectations, the customer

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is satisfied. If the performance exceeds expectations the customer is highly satisfied or

delighted.

A company would be wise to measure customer satisfaction regularly because

one key to customer retention is customer satisfaction. A highly satisfied customer

generally stays loyal longer, buys more as the company introduces new products and

upgrades existing products, talks favorably about the company and its products, pays

less attention to competing brands and is less sensitive to price, offers product or

service ideas to the company, and costs less to serve than new customers because

transactions are routine.

A number of methods exist to measure customer satisfaction. Periodic surveys can

track customer satisfaction directly. Respondents can also be asked additional

questions to measure repurchase intention and the likelihood or willingness to

recommend the company and brand to others. Companies that do achieve high

customer satisfaction ratings make sure their target market knows it. For customer

centered companies, customer satisfaction is both a goal and a marketing tool.

Although the customer-centered firm seeks to create high customer satisfaction, that is

not its ultimate goal. If the company increases customer satisfaction by lowering its

price or increasing its services, the result may be lower profits. The company might be

able to increase its profitability by means other than increased satisfaction (for

example, by improving manufacturing processes or investing more on R&D).

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Customer satisfaction in 7 steps:

1) Encourage to face to face dealing.

2) Respond to messages promptly and keep clients informed

3) Be friendly and approachable.

4) Have a clearly defined customer service policy.

5) Attention to detail.

6) Anticipate client's needs and go out for help them

7) Honour our company's premises.

Customer Satisfaction through PSF:

After knowing about the meaning of customer satisfaction. Then we

come to customer satisfaction through PSF. The full form of PSF is "Post Service

Follow-up"

PSF = It's a method to take the feedback from customer after his/her

service (Repair) experience in workshop or service centre. Whether he/she satisfy or

not.

"To measure the satisfaction of customer experience in workshop and to

take feedback after their vehicle service (Repair), is called Customer Satisfaction

through PSF".

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RESEARCH METHADOLOGIES &LIMITATIONS

Marketing Research:

Research is a systematic and objective process of gathering various

information and analyzing data for making decision regarding a particular problem.

Definition of marketing research as approved as by the board of

directors of the association of American marketing association is:

"Marketing research is the function which links the customer and public

to the marketer through information-information used to identity and define marketing

opportunities and problems generate define and understanding of marketing as

process".

Simply, marketing research is the systematic design collection analysis

and reporting of data finding relevant to specific marketing situation facing the

company. Carefully planning through all stages of the research is a necessity.

Objectivity in research is all-important. The heart of scientific method

is the objective gathering of the information.

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The function as marketing research with in the company as to provide

the information and analytical necessary for effective.

Planning of the future marketing activity.

Control of the marketing operation in the present.

Evaluation of marketing results.

A research may undertake any type of the three types of research

investigation depending upon the problem. These type of research included:

1. Basic research

2. Applied research

3. Designated Fact Gathering

APPLIED RESEARCH:

It is attempted to apply the various marketing technique, which have

been developed as research, first and later on they become applied research

techniques. It is on attempt to apply the basic principles and existing knowledge for

the purpose of solving operational problems.

DESIGNATED FACT GATHERING:

It refers to a research where the investigation attempts to gather some

pre-determined data.

STEPS IN MARKETING RESEARCH:

Marketing research process can be out through following steps:

Define the problems and research objectives

Develops the research plan

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Collect the information

Analysis and interpretation

Present the finding

SURVEY RESEARCH:

Survey research is the systematic gathering of information from

respondents for the purpose of understanding and/or predicting some aspects of the

behavior of the population of interest. It is the most common method of collecting

primary data for marketing decisions. Survey can provide data on attitudes, feelings,

and other descriptive items. Survey research is concerned with administration of

questionnaires (interviewing). The survey research must be concerned with sampling,

questionnaire design, questionnaire administration and data analysis. The

administration of questionnaire to an individual or group of individuals is called an

interview.

A questionnaire is simply a formalized set of questions for eliciting

information. As such, its function is measurement and it represents the moist common

form of measurement in marketing research.

RESEARCH METHOD:

The report has been prepared as per the information obtained from two

sources. They are:

1. Primary data

2. Secondary data

Primary data:

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The primary data included the information collected from the

1. Proprietor, manager and employees of Gulzar TVS.

2. Structured questionnaire

3. Personal interview with customers through calling.

Secondary data:

Secondary data includes

a. Data from various magazines esp. bike magazines.

b. Internet

c. Brochures

d. Books

e. Newspapers etc

Sampling plan:

Data collected has been analyzed and interpreted by using simple percentage method

and finally the data is presented in graphs and charts.

Sampling frame:

1. Customers visiting showrooms for servicing their vehicles.

2. Calling the customer after service for feedback.

Sampling unit:

Gulzar automated workshop, Aarti Chowk, Ludhiana.

Sampling method:

Simple random sampling method was used.

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Areas of Research:

Ludhiana City

Contact Method(Plan formulation):

Calling (for to save time and cost efficient)

Desired sample size:

A sample size of100 customer which comes for service after calling service reminder.

Survey administration process

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QUESTIONNAIRE

INTERVIEWER RESPONDENTS


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ANALYSIS AND INTERPRETATION

Q.1 Has somebody attended you immediately?

Option No. of Respondents

Yes 92%

No 8%

Interpretation: From the above the diagram shows that 92% customer says that they were

attended immediately but 8% says no, may be due to lunch time etc.

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Q.2 Was your vehicle delivered as per the promise delivery time?


Yes 85%

No 15%

Interpretation: From the above study the diagram shows that 85% customer says that

their vehicle delivered as per promise time but 15% says No, due to major problems in

their vehicle.

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Q.3 Are you visited again for same problem?


Yes 6%

No 94%

Interpretation: From the above study the diagram shows that 94% customer says No

but 6% customer says Yes, they visited again same problem.

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Q.4 What are your rank for the washing quality of the vehicle?


1234 (Dissatisfied) 7%56 (Adequate satisfied) 15%

78 (Satisfied) 30%

910 (Highly Satisfied ) 48%

Interpretation: From the above study the diagram shows 48% customer highly

satisfied, 30% customer are satisfied, 15% are adequate satisfied and 7% are

dissatisfied from the washing quality.

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Q.5 What you feel about service and parts charges at the time of delivery?


According to given information 21%More than given information 78%

No information was given 1%

Interpretation: From the above study the diagram shows that 78% customer say Yes,

Company takes service charges more than given information, 21% says company

takes services charges, according to given information and 1% says no information

was given by company.

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Q.6 What would your remarks to the supervisor about repairing vehicle?


1234 (Poor) 18%56 (Good) 19%

78 (Very good) 36%

910 (Excellent) 27%

Interpretation: From theabove study the diagram shows that 27% customer remark

excellent to supervisor, 36% customer remark very good to supervisor and 19%

customer remark good to supervisor and 18% customer remark poor to supervisor.

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Q.7 What you feel about with overall service experience?


Excellent 22%

Very good 46%

Good 22%

Poor 12%

Interpretation: From the above study the diagram shows that 22% customer feel

excellent, 46% feel very good, 22% feel good and 12% feel poor about with over

service experience.

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Q.8 Were you afford by supervisor for test ride after service?


Yes 100%No 0%

Interpretation: From the above study the diagram shows that 100% customer says

that they were offered by supervisor for the test ride after service.

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Q.9 How well you satisfied with the vehicle performance after service?


Highly satisfied 22%Satisfied 46%

Adequate satisfied 22%

Dissatisfied 12%

Interpretation: From the above study the diagram shows that 22% customer highly

satisfied, 46% satisfied, 22% customer adequate satisfied and 12% customer

dissatisfied with the vehicle performance after service.

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Q.10 Were you informed by dealer about your vehicle service before me?


Yes 38%

No 62%

Interpretation: From the above study the diagram shows that 38% customer says

Yes, they were informed by dealer, their vehicle service but 62% customer says no.

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FINDINGS OF THE STUDY

1) The study shows that more customers are satisfied and few customers are

dissatisfied.

2) The study shows that customer feel that company take time too much.

3) Some customers feel that the spare parts are not available in the workshop then

they go service from outside.

4) Most of the customers feel that service material is more costly than give

information.

5) The study shows that some customer say that the serviceman not remind us for

service at time to time.

6) The study shows that the major problems related to vehicle repair and minor in

spare parts.

7) The study shows that most of customer feel only very good for overall

environments for service as compare to excellent feeling.

8) The study shows that supervisor always offered for test ride after service.

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LIMITATION OF THE STUDY

1) It is not possible to me exhausted study and survey on these customers due to

lack of time.

2) Respondent did not provide accurate data.

3) Most of the problems arise through calling like switched off, wrong no, no

response.

4) Many customer always talk with rude behavior with various types of problems.

5) There are so many service centres in Ludhiana city which are authorised but

my study is only based on Gulzar automated workshop.

6) When we call customer they find busy and did not attend the call.

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CONCLUSION

From the above study it can be concluded that a customer is the most important person

on our premises. He is not dependent on us, but we are dependent on him. So a

company would be wise to measure customer satisfaction regularly because one key to

customer retention is customer satisfaction. A highly satisfied customer generally

stays loyal longer, buys more as the company introduce new products and upgrades

existing products, talk favourable about the company and its products, pays less

attention to competing brands and is less sensitive to price, offers product and service

ideas to the company, costs less to serve than new customers because transactions are

routine.

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SUGGESTIONS

1) Try to reduce timing problem of customers through expert servicemen, separate

way for normal service and minor jobs.

2) Make long term relationship with the customer by providing good

environments in workshop.

3) There should be work timing signage in the workshop and holidays also

mention here.

4) Time to time remind the customer for service.

5) Maintain suggestion register and promote the customer to write the suggestion

regarding the service.

6) Try to provide technical knowledge to servicemen, mechanics regarding the

service and service material.

7) Try to reduce the expense charges for spare parts and provide best quality of

spare parts.

8) For dissatisfied customers from service company should meet twice a month at

the dealership.

9) There should be proper information signage in the workshop for customer

ready for delivery.

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LEARNING

I have learnt a lot of things throughout this final research report.

My learning experience is given as below:-

I learnt to handle the critical situation.

I learnt how to talk with people.

I learnt how to bear rude behaviour of people.

Practical implementation of the theoretical concepts.

Boost my confidence level.

Improvement in computer skills.

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QUESTIONNAIRE

"Customer Satisfaction through PSF"

Customer Name : ____________________________________

Model No. : ____________________________________

Contact No. : ____________________________________

A. After service how well perform your vehicle?

a) Excellent b) Very Good

c) Good d) Any Problem

B. If any problem, then what is problem?

___________________________________________________________

C. If customer have not any problem then we ask following questions:-

1. Has somebody attended your immediately?

(a) Yes (b) No

2. Was your vehicle delivered as per the promise delivery time?

(a) Yes (b) No

3. Are you visited again for same problem?

(a) Yes (b) No

4. What are your rank for the washing quality of the vehicle?

(a) 1234 (Dissatisfied) ( b) 56 (Adequate satisfied)

(c) 78 (Satisfied) (d) 910 (Highly satisfied)

5. What you feel about service and parts charges at the time of delivery?

(a) According/ similar to given information

(b) More than given information.

(c) No information was given.

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6. What would your remarks to the supervisor about repairing vehicle?

(a) 1234 (Poor) (b) 56 (Good)

(c) 7.8 (Very good) (d) 910 (Excellent)

7. What you feel about with overall service experience?

(a) Excellent (b) Very good

(c) Good (d) Poor

8. Were you offered by supervisor for test ride after service?

(a) Yes (b) No

9. How well you satisfied with the vehicle performance after service?

(a) Highly satisfied (b) Satisfied

(c) Adequate satisfied ( d) Dissatisfied

10. Were you informed by dealer about your vehicle service before me?

(a) Yes (b) No

11. What kind of improvement you want in service?

________________________________________________

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BIBLIOGRAPHY

MAGAZINES

AUTO MAGAZINE.

BUSINESS INDIA

FINANCIAL EXPRESS

BUSINESS LINE

WEBSITES

WWW.TVSMOTOR.COM

YAHOO.COM

WWW.WIKIPEDIA.ORG

WWW.GULZARMOTORS.COM

WWW.GOOGLE.COM

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QUESTIONNAIRE

"Customer Satisfaction through PSF"

Customer Name : ____________________________________

Model No. : ____________________________________

Contact No. : ____________________________________

A. After service how well perform your vehicle?

a) Excellent b) Very Good

c) Good d) Any Problem

B. If any problem, then what is problem?

___________________________________________________________

C. If customer have not any problem then we ask following questions:-

1. Has somebody attended your immediately?

(a) Yes (b) No

2. Was your vehicle delivered as per the promise delivery time?

(a) Yes (b) No

3. Are you visited again for same problem?

(a) Yes (b) No

4. What are your rank for the washing quality of the vehicle?

(a) 1234 (Dissatisfied) (b) 56 (Adequate satisfied)

(c) 78 (Satisfied) (d) 910 (Highly satisfied)

5. What you feel about service and parts charges at the time of delivery?

(a) According/ similar to given information

(b) More than given information.

(c) No information was given.

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6. What would your remarks to the supervisor about repairing vehicle?

(a) 1234 (Poor) (b) 56 (Good)

(c) 7.8 (Very good) (d) 910 (Excellent)

7. What you feel about with overall service experience?

(a) Excellent (b) Very good

(c) Good (d) Poor

8. Were you offered by supervisor for test ride after service?

(a) Yes (b) No

9. How well you satisfied with the vehicle performance after service?

(a) Highly satisfied (b) Satisfied

(c) Adequate satisfied ( d) Dissatisfied

10. Were you informed by dealer about your vehicle service before me?

(a) Yes (b) No

11. What kind of improvement you want in service?

________________________________________________

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"To Study the Customer Satisfaction

through PSF"

with special reference to

Gulzar TVS Motors

Submitted To

PUNJABI UNIVERSITY, PATIALA

In the partial fulfillment of the requirements for the degree of

BACHELOR OF BUSINESS ADMINISTRATION

(BBA)

SUBMITTED BY:

Harmandeep Kaur

B.B.A.-6th Sem.

Roll No._________

GURU HARKRISHAN GIRLS COLLEGE

PHALLEWAL KHURD(SANGRUR)

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DECLARATION

I , Harmandeep Kaur , hereby declare that the project report entitled Customer

Satisfaction Through PSF with special reference to GULZAR MOTORS,

LUDHIANA , has been personally done by me , under the guidance of

Mr. Jayant Chandra ( Territory Manager-Sales ) and Mr. Abhinav

Trivedi (Service Manager ) , submitted in partial fulfillment of the

requirement for the award of the Degree of B.B.A. during academic year 2009-

10 , Course of Punjabi University Patiala . It is my original work, research

study carried out during 2nd Jan. to 30th April at GULZAR TVS Ludhiana.

All the data represented in this Project is true and correct to the

best of my knowledge and belief. This work has not been submitted for any

other degree/ diploma exam. else-where.

Reg. No. HARMANDEEP KAUR

Place:- Ludhiana

Date:-

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PREFACE

Industrial training is business organization infuse among students a sense of critical

analysis of the real managerial situation to which they are exposed. This gives them an

opportunity to apply their conceptual , theoretical and imaginative skills in a real life

situations and to evaluate the results thereof.

TVS is a name renewed not only in automobile companies in India but

also manufacturing of almost all kinds of automotive components , two wheelers and

other industrial products. TVS Motor Company Limited is the third largest two

wheeler manufacturer in India and globally among the top ten. It is the first two

wheeler manufacturer in the world to be honored with Deming Prize for TQM (Total

Quality Management).

Practical training through experts of Gulzar TVS Motors gave me actual

input to fulfill my real aim.

This report is the written account of what I learnt , experienced during

my training. I wish those who are going through it will not find it real but also

establish themselves in their real aim of life.

HARMANDEEP KAUR

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ACKNOWLEDGEMENT

Like all other studies, Industrial Training has its own importance . Themain purpose of training program is to expose the trainees to the practical

experience of the actual industrial training in which they are required to work

in future . In the present world of cutthroat competition project is likely a bridge

between practical and theoretical working.

I have willingly prepared this particular project entitled Customer

Satisfaction Through PSF. My work at Gulzar TVS Motors has provided me a

great opportunity to exercise my limited classroom knowledge in real life design

problems.

It gives me great pleasure in acknowledging the invaluable assistance

extended to me by various personalities in the successful completion of this report.

First of all I thank Almighty God who has always directed me to work

on the right path of my life. With His grace I am able to prepare this report.

My profound thanks to my guides Mr. Jayant Chandra ( Territory

Manager ) and Mr Abhinav Trivedi (Service Manager ) for their continuous

inspiration and encouragement which helped this report to take the final step. I am

grateful to Mr. Dalbir Singh ( General Manager ) for giving me permission to do

this program and boost up my talent and confidence.

I also want to express my gratitude to project guide Mr. Vishal

Vinayak ( Head of Management Department ) and Mr. Gurdeep Singh Lect. in

Marketing of G.H. G. College Phallewal Khurd ( Sangrur )

Above all I owe a lot of my beloved parents and my friends who have

been a constant source of inspiration and motivation in every step of my life.

Thanks

With Regards

HARMANDEEP KAUR

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CONTENTS

S. No. Contents Page No.1. Scenario of Indian Automobiles 1-4

2. About TVS Company 5-12

3. Company Profile 13-22

4. SWOT analysis of TVS 23

5. About TVS Gulzar 24-27

6. Leakage Analysis of Service Inflow (Gulzar TVS), Ldh 28

7. Objective of the Study 29

9. Introduction to Customer Satisfaction 30-32

10. Research Methodology 33-37

11. Analysis and Interpretation 38-4712. Findings of the Study 48

13. Limitation of the Study 49

14. Conclusion 50

15. Suggestion 51

16. Learning by Study 52

17. Questionnaire 53-54

18. Bibliography 55

harman (tvs)

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