internship report on suzuki gujranwala motors

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SUZUKI GUJRANWALA MOTORS Submitted To: Prof. Dr. Ehsan MalikSubmitted By:

AbdulRehman BB09025Session 2009-2013

Department of Business Administration

University of the PunjabGujranwala Campus Date of submission: August 26, 2013

Executing Summary

Suzuki Gujranwala motor has successfully managed the operations of all departments. I would like to highlight the sales, parts and service department's contribution by which the company has occupied a distinctive position in the market. Being the only dealership in the Gujranwala region the company is surrounding by intense competition but co-ordination of all departments and top management's commitments proves the customers caring claims to in real sense. During my internship period, I instigated the practice which I studied in my course and found so much relevance between the practical scenario and theoretical rules. Suzuki Gujranwala motors emphasis on the standers which are set by the business management sciences so the examples can be found in the operation of all departments particularly in sales and customer care side.

Acknowledgements

I would start this report by saying that ALLAH Almighty has graced me with enough energy to work in this period and complete this report.First Of All I would acknowledge my Parents who encouraged me to do (BBA).Their Prayers enable me to complete this report.I would really acknowledge my Teacher Mr. Yousaf Bajwa. Who provided me opportunity to work on this report.He really encourages me to complete this report in a very short period of time & provided me helpful Material Regarding this project.

DEDICATION

I would like to dedicate this report to my most dear parents and respected teachers who guided me through my studying carrier and still doing their best for me. To be here in this institution at this level, I am just because of my parents, especially their training, guidance, love, affection and motivation. I pray that I can serve my parents as best as I can.

Parents Blessings are Our Most Valuable Assets

Introduction of the Organization

Brief History: Pak Suzuki Motor Company Limited was formed as a joint venture between Pakistan Automobile Corporation and Suzuki Motor Corporation (SMC) Japan.The Company was incorporated as a public limited company in August 1983 and started commercial operations in January 1984. The initial share holding of SMC was 12.5% which was gradually increased to 73.09%.Pak Suzuki is pioneer in Automobile Business having the most modern and the largest manufacturing facilities in Pakistan with an Annual production capacity of 150,000 vehicles. The vehicles produced include cars, small vans, Pickups, Cargo vans and Motorcycle. Pak Suzuki holds more than 50% Market Share. Following the aggressive policy of Indigenization, Suzuki vehicles have a healthy local content up to 72%. This was made possible by strong support of our vendors.Pak Suzuki has the largest Dealers network offering 3S (Sales, Service and Spare Parts) facilities across Pakistan. Caring for the Environment Pak Suzuki was pioneer in introduction of Factory fitted CNG vehicles. Pak Suzuki always endeavors to go aggressively for the sound development of the society by increasing motorization, industrialization and creating job opportunities thus improving the peoples living standards with the combined efforts of all the dealers, vendors and Pak Suzuki employees. Pak Suzuki is also exporting Suzuki Ravi pickup, Liana and components to Bangladesh and Europe thus earning precious foreign exchange for the country.

Present status of The Organization: Suzuki the 1st in Pakistan, Pioneer in Pakistan automobile industry, largest dealership network, highest market share, has become a household name.Company increased its market share from 58% of last year to 62%.Comparison with other units: Pak Suzuki Motor Company Limited (PSMC) has witnessed a 35 per cent YoY growth to 70,162 units in 8MFY12 as against the sales of 52,067 units in the same period last year. Highest growth was observed in the sales of Suzuki Swift of 86 per cent YoY to 4,500 units as against 2,420 units in the same period last year. Suzuki Cultus under the domain of 1000cc segment witnessed a handsome 38 per cent YoY jump in its sales to 9,573 units in the comparison of 6,919 units in the same period last year, followed by Suzuki Alto whose sales also experienced a massive 32 per cent growth to 9,854 units versus 7,438 units in the same period last year. Above all, Suzuki Mehran and Suzuki Bolan both segments posted growth of 37 per cent YoY and 47 per cent YoY respectively. Indus Motor Company Limited (INDU) witnessed a four per cent YoY growth in sales to 34,366 units in 8MFY12 as against 32,991 units in the same period last year. Hilux, under pick up segment led the growth in sales of the company with a gigantic 88 per centYoY to 2,561units as against 1,374 units in the same period last year. Toyota Corolla posted an upsurge in sales by six per cent YoY to 29,040 units as against 27,423 units in the same period last year. Cuore remained as the only segment of the company whose sales experienced a substantial decline of 34 per cent YoY to 2,765 units as against sales of 4,194 units in the same period last year. Honda Atlas Cars Pakistan Limited (HCAR) has posted a biggest decline in its sales of 33 per cent YoY to 7,024 units in 8MFY12 as against 10,444 units in the same period of previous year. The plunge in the sales of the Honda cars was primarily because of the substantially lower sales of its both brands Honda City and Civic. Sales of Honda Civic were decline by a massive 37 per cent YoY to 2,781 units as against the sales of 4,446 units while sales of Honda City were lower by 29 per cent YoY to 4,243 units as against 5,998 units in the same period last year. The main reason behind the decline in the sales of was suspended operation from December 2011 to February 2012 on the back of unavailability of the parts owing to floods in Thailand from where the company imports CKD kits. As far as the market share is concerned, Pak Suzuki Motor Company leads the market with 63 per cent market share followed by Indus motor company and Honda Atlas Cars with 31 per cent and 6 per cent market share in 8MFY12.Comparison is showing that Pak Suzuki is going well than other automobile units.

VisionTo be recognized as a leading organization that values Customers needs and provides motoring solutions with strong customer care.

Mission Strive to market value packed vehicles that meet customers expectations. Provide a platform where our stakeholders passionately contribute, invest and excel. Make valuable contribution to Social development of Pakistan. To provide automobile of international quality at competitive price. To improve skills of valued employees by imparting training and inculcating in them a sense of participation. To achieve maximum indigenization and promote Pakistan's automobile vending industry.

Pak Suzuki BoardCategoryNames

Independent DirectorWazir Ali khwaja

Executive DirectsMr. Hirofumi NagaoMr. Satoshi InaMr. Hidekazu TeradaMr. Jamil AhmedMr. Mumtaz Ahmed Sheikh

Non-Executive DirectorsMr. Kenichi Ayukawa

Suzuki Gujranwala Motorss Management

Policy Formulation process-MeetingsAll policies are made by Pak Suzuki, but C.E.O and Director and Mangers are full aware with market they know how to deal with Gujranwala market. Therefore, they call a meeting in which senior employees and all managers contribute and give their opinion about what policy, procedure should be followed so, by discussing with each other they follow a complete formulated policy.

Number of EmployeesThere are 100 plus number of employees in the Suzuki Gujranwala motors and has set up four departments which are as under Sales department Accounts department Service department Spare parts departmentThere are almost 100 plus numbers of employees in Suzuki Gujranwala Motors and has set up four departments just like Sales department, Accounts department, service department and Auto spare parts department. In sales department there are almost more than 15 employees work and in accounts department there are almost 16 employees work or in service department there are almost 60 employees work or in the spare parts department there are almost 15 employees work.Job Description:Most of employees hold MBA degrees especially the employees which are working at Customer Care department and Sales Department.Some employees doing MBA with their job Question arises Is MBA degree required???Answer is probably yes because of Job assignments now take a view of Job assignments.Sales Department: Communication skills, market eye, making PRCustomer care department: need computer expert because of most the works of this department are related to computer, used CRM softwareAccounts department: B.Com and M.Com required because its related accounts simpleSpare Parts department: Know to use DMIS software Service department: Auto mechanics requiredJob assessment: In most of the organization it is the duty of HRM to recruit employees, right man for right job.Suzuki Gujranwala Motors has no HRM so, every department manager mostly recruit fro employees.Job Satisfaction: Employees are satisfied if we analyze Maslow hierarchy physiology, safety, love, esteem and self actualization. We will see that Suzuki Gujranwala Motors is giving all this factors to employees therefore Employees are satisfied.Sales department: According to employees they are satisfied because members of sales department feel they are like a family. They respect each other, can give time to their study because of relax timing of organization.Service department: Employees are satisfied because they are applying their skills.Customer Care department: Employees are satisfied because they feel that we are who making organization relation with customer.Simply we can say all employees are satisfied due to good environment of organization and skilled managers.

Integrated Management PolicyPak Suzuki is built on the idea of a responsible corporate citizenship thereby managing quality, environmental, safety & occupational health matters as an integral part of our business. In fulfilling this responsibility Pak Suzuki adheres to the following fundamental principles:1. We are committed to provide top quality products at competitive price to the satisfaction and requirement of our customers.2. We conduct our operations in compliance with applicable environmental, occupational health & safety laws and regulations. Even where existing laws & regulations are not adequate we undertake to operate in a responsible manner by assuring the HS&E integrity of our processes and facilities.3. We recognize the interrelationship between energy and the environment, and we promote the efficient use of energy throughout our system.4. We ensure safe disposal of waste generated from our facility and will minimize the discharge of waste materials into the environment by utilizing responsible pollution control practices.5. We will continuously seek opportunities to improve our adherence to these principles.

Organizational Hierarchy

Products Display Image

Sales Department

Sales promotion officers

Service Department

Service Manager Himself Checking Car

Sales DepartmentSale department deals in new and used vehicles. They maintain the stock of cars in the showroom and entertain every customer who is interesting in buying and selling the Suzuki vehicles. Another department which is not the part of sale department but it is situated in sale department is IT department, because the designation of IT coordinator and (CCM) Customer Care Manger hold the same person, IT coordinator is responsible of any trouble shooting, networking related issues and Software problems. (DMIS) Dealer Management Information System and (CRM) Customer Relation Management are softwares, used in the Suzuki Gujranwala Motors.

Structure of sales department:There are 10 numbers of employees, working in the sale department. There are two types of clients who enter in this department.i. Cash Customersii. Through Financial Institutions like banks. The customers are dealt by the Sales Promotion Officers who treat them politely and answers the customers quires and provide them complete information about price, availability of vehicles, color choice, document etc.

Functions of Sales Department:Suzuki Gujranwala Motors have set very straight and simple methodology for clients. Five Sales Promotion Officers are always available on Front Desk for the assistance of clients.Sales Return procedure is unified for every dealership. Company has set parameters in which sales return or warranty claims are entertained and company can be held responsible for any claim if the defect is found in 40,000 km or 2 Years of use.

Accounts Department

Account department is managed by an account manger (Ifthikhaar) who is responsible for making all the financial reports for a specified time. This department also holds the responsibility of preparing the payroll of all employees. These all activities are performed by DMIS.

Service DepartmentService department is the busiest department in the Suzuki Gujranwala Motors, which not only provide service but also advice the drivers/owners of the vehicle for long lasting performance and peace of mind. For the purpose of providing quality and assurance services, the company has set a big work shop and has latest and upgraded equipment for maintenance.

Service Department Front

Checking Car for Service

Customer Service DepartmentDealership is so conscious in customer related matters and Customer Care Managers remain very Close to customer and handles any problem wisely. The clients who are served by the dealership are called by soon after 72 hours by Customer Care Manager and asked about any inconvenience faced. If there is any complaint from clients, first it is resolved and customers are assured then the cause of complaint is found. Having gone through the process, Customer Care Manager presents report to the General Manager who ensures that the sailing is smooth and the satisfaction of customer is achieved. This is a fast mechanism for managing and scheduling follow-up sales call to assess post-purchase cognitive dissonance, repurchase probabilities, repurchase times and visit frequencies. It is clear mentioned on the entrance of every department that In case of any inconvenience please free to contact Customer Care Manager and contact number is also given.In this way customers are encouraged to keep long lasting relationship with dealership became a loyal customer, because retaining of customer is far more difficult than to acquire a new one.The customer are different in nature, their needs are different in this matter the employees of Suzuki Gujranwala Motors are taught few guidelines to handle the customers. They never leave the courtesy because it is key to success. They always give preferences to customers view of point and opinions. Customer Care Manager continuously looks for the ways to help and improve relationship with customers. He works actively and keep an eyes on the problem faced by the customers

Responsibilities of Customer Relation Officer

CRO is responsible for overall implementation of customer care activities which should result in building life long relationship with customer. The purpose is to achieve the objectives of Recommend, Revisit and Repurchase. Main jobs in this regard are as follows.1. Handling of customer complaints2. Repeat jobs analysis and countermeasure3. Post service follow-up and analysis4. Handling of service feedback card and deciding counter measure along with management5. Care of customers at waiting area6. Implement SAP(new vehicle delivery) in coordination with sales staff7. Supervision of system for courtesy call after repair8. Supervision of system for timely follow-up for next due maintenance by sending follow-up letters9. Attending the special customers vehicle (Repeat job), supervise the required jobs.

Auto Spare Parts Department

This department is working specially for the assistance of service department by providing the required spare parts on the request of technicians. Its also maintains, updates the inventory and further order to replenish the stock in the store using DMIS.Suzuki Gujranwala Motor's structure is specific, classified, has group the job in departments efficiently which comes in the departmentalization. Each department performs its function that reflects the organization's purpose and work.

Parts Used When There is Problem

SGP (Suzuki Genuine Parts)

Spare Parts at Shelves

What are Suzuki Genuine Parts?

Real Suzuki's are made from Genuine Parts Every Suzuki vehicle is composed of 20,000 to 30,000 Genuine Parts. They have the optimal design and specifications tailored for the specific vehicle type and model. Every part has passed Suzukis rigorous test standards for performance, quality durability, safety and comfort. We recommend you that you choose Suzuki Genuine Parts, when you need to repair your vehicle or replace consumable parts such as brake pads, air filters, etc. Each Genuine Parts is the perfect match for your Suzuki vehicle.By choosing Suzuki Genuine Parts and Services, you can maintain your Suzuki in Top condition at all times.

Genuine Parts Image

Suzuki Gujranwala Motors Clients and Competitors:

Main Clients

The following are the list of main clients of Suzuki Gujranwala Motors.

Banks Corporate Clients Pepsi Master tiles and Sanitary Fittings

Major competitors of the organization:

The following is the list of man Competitors of Pak Suzuki Motors.

Toyota Motors Imported Vehicle Companies Honda

Nature of the Organization

Pak Suzuki Motor Company is a Pakistani subsidiary of Japanese automaker Suzuki Motor Corporation. It is the Pakistani assembler and distributor of cars manufactured by Suzuki and its subsidiaries and foreign divisions"Suzuki" is pronounced in Japanese as "soo-zoo-kee" /suzuki/, with emphasis on a high "kee". It is almost always pronounced in English as "suh-ZOO-kee" /szuki/, with a stressed "zoo". This pronunciation is used by the English-speaking public and by the Suzuki Company in marketing campaigns directed towards this demographic.

Product line Automobile: Swift (1328CC) Liana (1328) Cultus(1000CC) Mehran (800CC) APV CBU (1500CC) Jimmy 4 X 4 CBU (1328CC) Bolan Van (800CC) Cargo van (800CC) Ravi Pickup (800CC)Motorcycle: Suzuki Raider 110cc Suzuki New Sprinter Eco 110cc Sprinter Suzuki GS 150cc ultimate Power with 5-speed and electric startPak Suzuki has adopted the product brand strategy in which one particular name is assigned to one particular product which reflects just one positioning and hence is restricted to that positioning. In other words for each new positioning there is a new brand name and different positions.Take the example of Mehran Car, a particular name is given which is positioned for the low income level customers and its feature of fuel efficiency differentiates it from the cultus car which is famous for luxurious.

Suzuki CULTUSSuzuki CULTUS Features: 5 Speed All Synchromesh Transmission 993cc, 4-Cylinder, New G10B 16Valve EFi Engine with Electronic Fuel Injected System McPherson Strut with Coil Spring Independent Front Suspension Strut & Coil Spring Independent Rear Suspension Rack & Pinion Steering System 40L Fuel Tank Capacity Heater Air Conditioner Tachometer MP3/CD Player & Tuner Childproof Rear Door Locks Sunvisor both sides Coloured bumpers Blue Tinted Head Lamps

Specifications:Overall Length (mm)3845

Overall Width(mm)1590

Overall Height (mm)1380

Kerb Weight (kg)650

Seating capacity (person)5

No of Doors5

Wheels and TyresWheel TypeSteel

Wheel Size13 inch

Tiers155/80 R 13 78S

TransmissionTransmission TypeManual

Gears/Speeds5-speed Al

EngineDisplacement cc997

Engin Power (PS@rpm)60.35 [60.20] @ 6,000

Torque (Nm@rpm)78[7.8] @ 4,500

Valve Mechanism

Compression Ratio9.3 : 1

No of Cylinders (cylinder)4

Cylinder ConfigurationN/A

Valves per Cylender (value)N/A

Fuel TypePetrol

Fuel SystemEURO II

CapacitiesSeating Capacity (person)5

Fuel Tank Capacity (liter)40 L

Suzuki APV Suzuki APV Features G15A, 4 Cylinder, 16-Valve, Euro-2 Compliant Engine for improved fuel efficiency 5 Speed Manual Transmission Multi Point Fuel Injection System Integrated Module type/CD with MP3 Revised Rear Suspension for smooth Ride Rack & Pinion Steering System Manual Air Conditioner Low Fuel Warning Lamp Available in Solid White, Silky Silver and Graphite Grey Colors 8 Persons Seating Capacity 46 Liters Fuel Tank Capacity

Specifications:Model nameAPV

Body TypeMulti Purpose Vehicle

Van

EnginePetrol

1.5L1.6L

Drive system2WD

Number of doors5

DIMENSIONS

Overall lengthmm4,155-4,230

Overall widthmm1,655

Overall heightmm1,860-1,880

Wheelbasemm2,625

Tread Front/Rearmm1,435/1,435

Minimum turning radiusm4.9

Minimum ground clearancemm180-190

CAPACITIES

Seating capacitypersons2/7/8

Fuel tank capacitylitres46

ENGINE

TypeG15A (1,493)G16A (1,590)

Valve arrangementSOHC-16VSOHC-16V

Maximum outputkW/rpm67-68/6,00068.0/5,750

Maximum torqueNm/rpm122-126/3,000127/4,500

Fuel distributionMultipoint injection

TRANSMISSION

type5MT/4AT

CHASSIS

Brakes(Front)Ventilated disc

Brakes(Rear)Drum, leading & trailing

Suspension(Front)MacPherson strut & coil spring

Suspension(Rear)Rigid axle with leaf spring/3-link rigid axle with coil spring

Tyres185/80R14185R14C

WEIGHT

Kerb weight M/T (min.)/(with full options)kg1,140-1,340

Kerb weight A/T (min.)/(with full options)kg1,300-1,340

Gross vehicle weightkg1,950

Suzuki SWIFTSuzuki Swift Features 16-Valve, 4-Cylinder, M13A Engine Five-Speed Manual and 4 Speed Automatic Transmission Multipoint Fuel Injection System Rack & Pinion Steering System Ventilated Disk Brake System CD + AM/FM tuner with USB socket Easy-to-read Tachometer Sporty Three Spoke Steering Silver Chromed Door Handle Removable rear-seat Ash Tray Superior-quality Seat Fabric Chromed Front Grille Halogen Headlights Matching Power Side Mirrors Alloy Rims Front Fog Lamps Low wind Noise High Damping Efficiency Electronic Power Steering Four-Wheel ABS (antilock braking system) with EBD (electronic brake-force distribution) Keyless Entry with answerback function and an immobilizer system Fuel Consumption gauge 5 persons Seating Capacity Fuel Tank capacity of 43 Litres

SpecificationsModel nameSwift

Body TypeHatchback

EnginePetrolDiesel

1.2L VVT1.3L DDiS

Drive system2WD4WD2WD

Number of doors3 / 553 / 5

Overall lengthmm3,850


Overall heightmm1,5101,5351,510

Wheelbasemm2,430

TreadFrontmm1,490 (15inch) / 1,480 (16inch)

Rearmm1,495 (15inch) / 1,485 (16inch)

Minimum turning radiusm5.2

Minimum ground clearancemm140

Seating capacitypersons4 (3-door)5 (5-door)5 (5-door)4 (3-door)5 (5-door)


TypeK12B (1,242)D13A (1,248)

Valve arrangementDOHC-16VDOHC-16V

Maximum outputkW / rpm69 / 6,00055 / 4,000

Maximum torqueNm/ rpm118 / 4,800190 / 1,750

Fuel distributionMultipoint injectionDirect injection

Type5MT / 4AT5MT5MT

Brakes (Front)Ventilated disc

Brakes (Rear)Drum, leading & trailing / DiscDiscDrum, leading & trailing / Disc

Suspension (Front)MacPherson strut with coil spring

Suspension (Rear)Torsion beam with coil spring

Tyres175 / 65R15185 / 55R16

Kerb weight M / T (min.) / (with full options)kg3D : 945 / 1,0055D : 960 / 1,0205D : 1,035 / 1,0853D : 1,050 / 1,1105D : 1,065 / 1,125

Kerb weight A / T (min.) / (with full options)kg3D : 975 / 1,0255D : 990 / 1,040--

Gross vehicle weightkg1,4801,5601,560

Suzuki LIANASuzuki Liana Features Roomy & Comfortable Cabin Rich-textured bright interior MP3 CD Player Tachometer Sparkling Rear Combination Lamp Stylish Chrome Grille Crystal Head Lamps Full wheel caps 5 Speed Manual Transmission 4 Cylinders Keyless entry with answerback and immobilizer Spacious Luggage Space (CNG) Optimized cylinder capacity of 60 L CNG Hassle-free side-by-side CNG/petrol filling layout Multi Point Fuel Injection System 5 Persons Seating Capacity Fuel Tank Capacity 50 Liters (Petrol) Power Windows Power Steering

Specification:Dimensions and WeightsOverall Length (mm)4350

Overall Width (mm)1690


Wheel Base (mm)2480

Ground Clearance (mm)

Boot Space (liter)

Kerb Weight (kg)

No of Doors

SteeringSteering TypeRack and p

Power Assisted

Minimum Turning Radius (meter)

Fuel EconomyMileage Highway (km/liter)

Mileage City (km/liter)

Mileage Overall (km/liter)

Wheels and TiresWheel TypeSteel

Wheel Size

Tyres185/65 R14



Engin Power (PS@rpm)

Torque (Nm@rpm)

Valve Mechanism

Compression Ratio


Cylinder Configuration

Valves per Cylender (value)

Fuel System


Fuel Tank Capacity (liter)50L

SuspensionsFront SuspensionMcPherson strut and coil spring

Rear SuspensionStrut coil spring

BrakesFront BrakesVentilated Discs

Rear BrakesLeading and trailing drums

Suzuki MEHRANSuzuki Mehran Features: OHC & EFi Engine 4 Forward, 1 Reverse Transmission Rack & Pinion Steering System Air Conditioning (VXR) Matching door trim & seat fabric New Front Grille Blue Tinted Head Lights New Hard top roof Full Wheel Caps Rear Door Child Locks 5 Persons Seating Capacity 30L Fuel Tank Capacity

Specification:Dimensions and WeightsOverall Length (mm)3300



Wheel Base (mm)2175

Ground Clearance (mm)N/A

Boot Space (liter)N/A

Kerb Weight (kg)N/A

No of Doors5

SteeringSteering TypeRack and P

Power AssistedN/A

Minimum Turning Radius (meter)4.4m

Fuel EconomyMileage Highway (km/liter)N/A

Mileage City (km/liter)N/A

Mileage Overall (km/liter)N/A

Wheels and TiresWheel TypeSteel

Wheel Size12 inch

Tires145 / 70 SR 12


Gears/Speeds4-forward


Engin Power (PS@rpm)39.5/5500

Torque (Nm@rpm)59/3000

Valve MechanismN/A

Compression RatioN/A



Cylinder ConfigurationIn-Line


Fuel TypePetrol

Fuel SystemOHC,4-stroke cycle, water-cooled


Fuel Tank Capacity (liter)30Litres

SuspensionsFront SuspensionStrut coil spring

Rear SuspensionLeaf Spring

BrakesFront BrakesDisc

Rear BrakesDrum

Suzuki JIMNY Suzuki Jimny Features: 4-Cylinder,16 Valves Engine 1328cc Piston displacement 5 Manual Transmission Power Windows Anti Lock Braking System MPI Fuel distribution Green tinted glass Windows Manual Air Conditioning Recirculation Ball Steering LED Speedometer with fuel warning indicator 3 Link Rigid and Coil Springs Front and Rear Suspension Immobilizers, Key Reminder, Front and Rear Seat belts, Light-off Reminder 40 liters Fuel Tank Capacity 4 Persons Seating Capacity

Specifications:EnginePetrol

1.3L(*2)1.3L VVT

Drive systemPart-time 4WD

Transmission5MT4AT5MT4AT

SteeringLHD/RHD

Number of doors3

DIMENSIONS

Overall lengthFront bumper to rear bamper (*1)mm3,545

Front bumper to spare typemm3,675

Front bumper to spare wheel covermm3,695


Overall heightWithout roof railsmm1,670

With roof railsmm1,705

Wheelbasemm2,250

TreadFrontmm1,355

Rearmm1,365

Minimum turning radius (*1)m4.9

Minimum ground clearancemm190

Approach angledeg.34

Ramp breakover angledeg.31

Departure angledeg.46

CAPACITIES

Seating capacitypersons4

Luggage capacity (*1)Max volumelitres816

Rear seatback folded(VDA method)litres324

Rear seatback raised(VDA method)litres113


ENGINE

TypeM13A

Number of cylinders4

Number of valves16

Pisiton displacementcm31,328

Bore x strokemm78.0 x 69.5

Compression raito9.5

Maximum outputkW/rpm60/5,50062.5/6,000

Maximum torqueNm/rpm110/4,500110/4,100

Fuel distributionMultipoint injection

TRANSMISSION

Type5MT4AT5MT4AT

Gear raito1st4.4252.8754.4252.875

2nd2.3041.5682.3041.568

3rd1.6741.0001.6741.000

4th1.1900.6961.1900.696

5th1.000-1.000-

Reverse5.1512.3005.1512.300

Final gear ratio3.4164.0904.3004.090

Transfer gear ratioHigh1.3201.3201.0001.320

Low2.6432.6432.0022.643

CHASSIS

SteeringRecirculating ball

BrakesFrontDisc

RearDrum, leading and trailing

SuspensionFront3-link rigid axle with coil spring

Rear3-link rigid axle with coil spring

Tyres205/70R15

WEIGHTS

Gross vehicle weightkg1,420

Suzuki BOLANSuzuki Bolan Features: New EFi, Water Cooled OHC Engine 4-Forward All Synchromesh, 1 reverse Transmission Newly design instrument panel with New 4 spoke steering Extended bumper Solid White, Silky Silver, Pearl Red and Metallic Colors Front and Rear Suspension 2.5 Liters Engine Oil Capacity 36 Liters Fuel Tank Capacity 5 Persons Seating Capacity

SpecificationsDimensions and WeightsOverall Length (mm)3255



Wheel Base (mm)1840

Ground Clearance (mm)N/A

Boot Space (liter)N/A

Kerb Weight (kg)N/A

No of Doors4

SteeringSteering TypeN/A

Power AssistedN/A

Minimum Turning Radius (meter)N/A

Fuel EconomyMileage Highway (km/liter)N/A

Mileage City (km/liter)N/A

Mileage Overall (km/liter)N/A

Wheels and TyresWheel TypeSteel

Wheel SizeN/A

Tyres


Gears/Speeds4 forward


Engin Power (PS@rpm)N/A

Torque (Nm@rpm)N/A

Valve MechanismN/A

Compression RatioN/A


Cylinder ConfigurationN/A


Fuel TypePetrol

Fuel SystemN/A


Fuel Tank Capacity (liter)36 L

SuspensionsFront SuspensionStrut

Rear SuspensionLeaf Spring

Suzuki RAVI Suzuki Ravi Features: 4- Forward all synchromesh, 1 Reverse Transmission New EFi Powerful, Water-cooled, OHC Engine Newly Designed 4 Spoke Steering/Instrument Panel Strut Front Suspension Leaf Spring Rear Suspension 36 Liters Fuel Tank Capacity 600 Kg Loading Capacity Available Colors: Pearl Red, Silk Silver and Solid White 2 Persons Seating Capacity

(All Product Prices)

SWIFT --- Price Including Sales Tax w.e.f. June 13th, 2013 The European inspired exterior gives Swift a distinctive look. A unique stylish and design that turns a head where you go. The spirited engine makes for exhilarating drive and gives you ultimate freedom where the road takes you.Colors:Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

IdentificationPrice

Swift Auto NaviRs. 1,446,000/

Swift AutomaticRs. 1,398,000/-

Swift 1.3 DLX NaviRs. 1,310,000/-

Swift 1.3 DLXRs. 1,262,000/-

Swift 1.3 DXRs. 1,181,000/-

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LIANA VURV --- Price Including Sales Tax w.e.f. June 13th, 2013 The Suzuki Liana available in 1300 cc manual transmission and 1600cc automatic transmission takes you out of ordinary and into the realm. Liana is entirely different car, its style, dimension and comfort will inspire you to see every day as an open door to a new age.Colors:Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

IdentificationPrice

Liana 1.3L RXI MTRs. 1,465,000/-

Liana 1.3L RXI MT CNGRs. 1,544,000/-

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CULTUS --- Price Including Sales Tax w.e.f. June 13th, 2013 CULTUS is the blend of space and craft. Its trim body Conceals ample space &flexibility for both passenger and storage. CULTUS ensures everyone, exceptional Value and quality.Colors:Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent BlueIdentificationPrice

Cultus VXRi E2Rs. 10,14,000/- *

Note :* Add Rs. 5000/- for the Metallic Color

MEHRAN --- Price Including Sales Tax w.e.f. June 13th, 2013 Unrivalled in its class, MEHRAN is Pakistans largest selling car. More smart features like head turning lamp, matching front grill and a two spoke steering wheel gives it the tidy look. Functional economy,peak performance or unmatched fuel efficiency, MEHRAN VXR is the leader.Colors: Pearl Red, Graphite Grey, Solid white, Silky Silver, Eminent Blue

IdentificationPrice

Mehran VX Euro2Rs. 600,000/- *

Mehran VXR (Petrol) Euro2Rs. 658,000/- *


APV --- Price Including Sales Tax w.e.f. June 13th, 2013 APV 1500 cc (Imported) The New APV gives you everything you ever wanted in your vehicle. Spacious interior for comfort, tough engine to carry large loads and plenty of room for passengers to enjoy comfortable day long ride.Colors:Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent BlueIdentificationPrice

APV 1.5LRs. 23,18,000/-

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JIMNY --- Price Including Sales Tax w.e.f.June 13th, 2013 JIMNY 4X4 JEEP 1300cc (Imported) Steady, sturdy and smart, Suzuki JIMNYwith new wide tread brings you the ultimatepleasure of a real 4-wheel drive. It has got all the sporting spirit to go along foradventurous free souls.Colors:Solid white, Silky SilverIdentificationPrice

Jimny JLSX M/TRs. 2,142,000/-

Jimny JLDX M/TRs. 2,293,000/-

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BOLAN VAN --- Price Including Sales Tax w.e.f. June 13th, 2013 IdentificationPrice

Bolan Cargo Euro 2Rs. 6,56,000/- *

Bolan Van SV308 (petrol)Rs. 680,000/- *


RAVI PICKUP --- Price Including Sales Tax w.e.f. June 13th, 2013 IdentificationPrice

Ravi VXRs. 627,000/- *


1-Counting for Delivery Period would start from the date of receipt of full payment at Pak Suzuki Motor Co. Ltd.

2-Above price are subject to change without notice and price/s prevailing at the time of delivery of the vehicle/s, will apply.

3-Please book your order/s after confirming current price/s and delivery period/s.

Success and FailureWithout the talk of successful product and failure product of Pak Suzuki the work will incomplete. We all know Mehran is very successful product of Suzuki from many years but now-a-days Swift is also a successful product of Suzuki.You can see Swift any part of Pakistan, before crossing a road many Swift cars take over you.I thought, I should talk about Swift but remember there is another product of Suzuki is Liana but Liana is a failed product.So, I want to talk about Swift and Liana especially.

SWIFTSuzuki Swift is a well-known brand of Suzuki. The Market of Swift has expanded in various parts of the world like Australasia, Europe, India (Maruti Suzuki) and North America. From the initial time of production to current period Swift has passed through various technical and mechanical changes.With success stories in countries across the globe, the new Suzuki Swift has embarked its journey in Pakistan. From the very beginning of the new Swifts development programme, a dedicated team of Suzuki designers and engineers collaborated extensively with automotive professionals and motoring enthusiasts in pursuit of Suzukis best compact car ever.Suzuki on track of its radical programme of innovation, to reaffirm and strengthen Suzukis position as a leader and innovator in compact car segment and to yield vehicles that embody unique position of company being market leader in automobile industry.In pursuit of this and satisfying market need of a compact car with latest technology which also meets international mark; Suzuki Engineers went into relentless effort to come up with new Suzuki Swift and modify it according to the needs and requirement of Pakistani customer. New Suzuki Swift has short yet impeccable history of Success, rewards and accolades.With Car of the year awards in Australia and New Zealand, Asian countries like Japan, China and India and European countries such as Belgium, Spain, Ireland and United Kingdom; and marked century of awards in other criteria, new Suzuki Swift is continuing its journey of success in Pakistani Market.The current generation of Swift is third generation which has introduced in 2010 and currently continuing its production in Pakistan. Interior and exterior configuration is very good, 4 cylinder engine working extremely fast with six speed manual transmission. 18-inch wheels, the car now features a large rear wing, new headlights and rear lighting clusters. Are great addition in its specifications and features.

LIANAThe new imported model of Pak Suzuki Liana 1300cc (petrol) car has been unable to achieve the popularity level among car lovers in Pakistan as the company expected before its import, a company source told the Daily Times here on Thursday.

The source said: "The sales of Liana vehicle have dropped by over 20-25 percent in the first quarter of the current fiscal year, but the demand for its CNG model is on the rise."

"The marketing department of the company have said that the top management of Pak Suzuki has failed to market Liana (petrol) in Pakistan," the official claimed. "Around 1000-1200 Liana cars (petrol) are ready to sell and parked at the Suzuki company, but people are not showing interest," he added. A dealer said the company has started converting the Liana petrol car into the CNG as the CNG vehicle is being sold at on-money of Rs 20,000-Rs 35,000.

In the beginning of this calendar year, Suzuki Company launched Liana in Pakistan, but it has been importing this car since 2005. The Suzuki Co launched it to compete with Toyota's 1300 power engine and Honda Civic being manufactured or imported by Indus Motor Company and Honda Atlas Car Company. Car dealers are also importing five-year-old vehicles of Toyota under the luggage and gift schemes.

Before introducing Liana 1300 cars, the company has completely vanished its most popular brand Suzuki Balleno, whose demand was up throughout the country. The demand for old Balleno car is still moving up in the second-hand car markets.

Pak Suzuki is now manufacturing most popular brands of Suzuki Mehran, Cultus, Alto cars and Suzuki High Roof (Bolan) in Pakistan. The company is likely to achieve its production target of 115,000 vehicles.

According to market sources, the company has booking for four months for Suzuki Mehran, six months for Suzuki Cultus and Alto and Bolan. The demand for Suzuki Mehran is much higher in the country and the company is producing around 150-175 Mehran units per day.

Market experts said that there is demand for 350-400 units per day of Suzuki vehicles throughout the country, but its production target is not above 300-325 units per day. According to latest statistics, auto assemblers sold 40,800 cars in the first quarter 2006-07 as compared with 36,200 units in the same period of last year, representing a 10.5 percent growth. Moreover, total car production soared by 12.8 percent from 36,200 units in July-Sept 2005-06 to 40,000 units in July-Sept 2006-07.

Pak Suzuki, the largest car producer in the country, sold 22,200 units in July-Sept period, a 16.4 percent increase compared with 19,100 units in the same period of last year. The company sold 8,500 units of its Mehran model, which indicates a 2.7 percent decline as compared with 8,700 units in the first quarter 2005-06. Suzuki Alto's sales, that make up a huge portion of the overall car sales, rose by 58.7 percent from 3,400 units to 5,400 units in the first quarter of 2006-07. On the other hand, Suzuki Cultus also showed a phenomenal growth of 25.5 percent from 5,000 units in the first quarter 2005-06 to 6,200 units in the first quarter of 2006-07.

Car sales of Indus Motors improved by 61.1 percent from 7,600 units in July-Sept 2005-06 to 12,300 units in July-Sept 2006-07. Among the total sales, Corolla sales were up by 57.4 percent from 5,700 units in the first quarter of 2005-06 to 9,000 units in the first quarter 2006-07 while Cuore's sales also improved by 72 percent to 3,300 units from 1,900 units in July-September 2005.

Santro, a Dewan Farooque Motor variety, sales have fallen by 32.2 percent from 1,400 units to 900 units in July-September 2006. Besides DFML, different varieties of Honda have shown a significant decline in the first quarter this year.

Total car sales of Honda Atlas declined by 43.3 percent from 8,200 units to 4,600 units in this quarter. Honda Civic sales have dropped by 55.6 percent from 3,600 to 1,300 units in the first quarter of this year. City's sales also fell by 33.5 percent in July-Sept 2006, from 4,600 units in the first quarter of 2005-06 to 3,000 units in the first quarter of 2006-07. The market share of Pak Suzuki for locally-assembled cars improved from 52.6 percent to 55.4 percent. The total market share of Honda Atlas Cars fell from 22.6 percent to 11.6 percent.

SWFITLIANA

PKR 1,262,000PKR 1,461,000

Sale +Sale less

Marketing MixMarketing mix is another name of 4ps Product Price Place (Distribution) PromotionI have already explained about product, products features and their in this portion I will discuss about Suzuki Gujranwala Motors Marketing Mix strategies.

Product/Service MixPak Suzuki has two types of products automobile and bikes, Suzuki Gujranwala Motors only work for automobile, but due to strong competition Suzuki Gujranwala Motors has started to keep bikes also in its dealership.

Spare parts department and service department of Suzuki Gujranwala Motors also included in product (service), Spare parts produce more profit than new cars because a person not purchase car monthly or weekly but clients come at Suzuki Gujranwala Motors for Car service or replacing spare parts.Suzuki Gujranwala Motors is using strategy to satisfy customer by better servicing.Therefore Suzuki Gujranwala Motors offers first two services free for clients. These services are called FFI (First Free Inspection) and SFI (Second Free Inspection).

Analysis of Company salesPak Suzuki has distributed dealership grade according to their sales and give target to dealership because Suzuki Gujranwala Motors come under Grade A.Target Given by Pak Suzuki Semi Annually 600Annually 1200

Suzuki Gujranwala Motors Sale Volume

Monthly80 to 110

Sami Annually 600

Annually sale 1200 Approximately Suzuki Gujranwala Motors is achieving the target since last 10 year thats why our organization is one of the best organizations over all networks The margin of dealer given by the company 2 % per vehicle

How to achieve the Target High Qualified sales team

Attract the customer on front desk

Facilitate the customer by leasing

Exchange program

Marketing staff for market Visit ( Industrial Visit )

Banks Visits

Increase the sale volume by using 5R technique

Respect

Responsibility

Responsiveness

Rice

Rejoice

Pricing StrategyAll prices of Suzuki vehicles are decided by the Head Office (Pak Suzuki Motor co. Ltd.). All dealers in Pakistan are bound to deal in the given price. Dealers can neither increase nor decrease and set any pricing strategy on its own. The following is the price list of Suzuki vehicles.The prices are quoted in Pakistani currency are inclusive of Taxes and Duties Ex-Bin Qasim plant based on Current rates. However if new Taxes/Duties are levied and rates of existing Taxes/Duties structure are revised by the Government of Pakistan, the impact of such levies/revisions would be born by the purchaser and the prices prevailing at the time of delivery will apply.

Distribution Policy

Distribution Process of Suzuki Gujranwala Motors:Key Performance indicators of Suzuki Gujranwala Motors Measure our success in key areas and processes that affect our customers, our employees, our shareholders or other stakeholders Source

Implementing of KPIs

For Implementation of KPIs first of all collect the data from the customer then take best action and report to the management for improving the performance

Reporting the requirement reports Key Result indicators to the Sales managerReporting Are Based On Daily Weekly MonthlyReporting to the Pak Suzuki Motors via Software CRM & DMIS

Promotional StrategySuzuki Gujranwala Motors pay especial attention towards the promotional strategies. They organize such events that not only stimulate sales but also provide awareness in the general public. These events and activities also keep updated employees. The following are the names of events held in the dealership for promotional purposes. Suzuki Carnival Free Check-up Festival Suzuki Used Car Exchange Gala. Gujranwala Golf and Country Club Bank Alflahs 30 seconds

SWOT Analysis of Suzuki Gujranwala Motors Strengths Core competencies to serve the customers Unique resources (Advanced Equipment in service Department) Employee's skills, talents, and knowledge Data bank of customers DMIS and other advanced IT assets Strong organizational culture in which all employees have clear under standing about their organization by which Managers can easily convey to new employees the organizations core competencies and strengths. High employee moral Customer loyalty No labor union Beautiful building and easily accessible located at G.T road Clear job description and specification of all employees Low Price Vehicles Easy available of spare parts.

Weaknesses Organization does not have any research and development department Creativity is not encouraged so much Less stress on continuous improvement and innovation Inadequate system to train the employees Lack of research and development skills of managers Lack of corporate clients

Opportunities Company is financially strong as indicated by financial ration analysis and statements Expansion can be a better investment opportunity for owner Dealerships can be opened in different areas of city Reduced price of CNG may be an incentive in increased sale of vehicles Strong and well managed corporate reputation Increasing Demand for Cars Efficient Efi engine Large Market size to operate Global spare part market

Threats New and emerging markets for branded used and new vehicles Rising prices of petrol may cause reduced sale of vehicles Threats of new entrants of any other dealership Delay in adoption of any technological change that makes existing equipment potentially obsolete Increase in duties and taxes may cause the prices of vehicle increase Local Competitors like Toyota, and Honda Foreign Investment and setup production facilities Smuggling of Auto Parts Inflation rate Heavy Taxes Competition from import cars Increase of Fuel Prices

PEST ANALYSISUncontrollable environment are those external factors which can prohibit us or concrete hurdlesbetween us and our business. It is also called pest analyses which are as follow:Political Environment:Pakistan has to face lots of ups and down since its independence.So many governments havebeen broken down by military authority and most of the time marsh law applied on Pakistan.In this scenario no entrepreneur was willingtoinvest inPakistan exceptfew.Due tothismarket environment wasntsogoodinPakistan.AnyhowPakistanigovernmentneverbeen trustworthy for any investor.

Economic EnvironmentPakistan,anunderdevelopedcountry,hassufferedfrom decades of internal political disputes and external ongoing conflict with India.However,IMFapprovedthegovernment policies,encouragesbydifferent foreign assistance and renewed access to global marketsince 2001.By following these policies government succeed to reverse the situation ofeconomy during last five years

Socio-CultureEnvironmentPakistanhasstrongculturebackgroundandithasbeenfollowinsomeparticular region of Pakistan strictly.But with the passage of time it is going to change.Thoughts of people, choices, taste and style has been totallychanged. IfwetalkaboutthetransportationsourceinPakistan,Peopleusepickups etc for journey.They also have their own as well for example cycle; bikes etc. and lots of peopleare walker.But now the peoplewho havent anysource of transportation they also want something for their convenience because they wants to save their time as much as they can.People want to use such vehicle which looks beautiful and alsoaffordable.

TechnologicalEnvironment

Technologicalfactoralsoveryimportantandwehaventcontrolonit. Technology is grooming with the passage of time.People also want that theproduct that they have isfull of technology.We never control on technology for example you launched the product last year and your sale volume on that time is very high but after sometime due to latest invention a lots of substitute exist in market which affect on your business so you cant hold onit.

Plan of My Internship Program

Suzuki Gujranwala Motors is situated at 3-A,small industries Estate G.T road,Gujranwala,Pakistan.And has the only dealership in the city. It was established in 2001 now a day Mr. .Shehzad is running as a CEO.The building of the Suzuki Gujranwala Motors is double story. The first flour comprises the office of the CEO and Account department and remaining sales, service and spare parts department set on ground flour but all departments are in co-ordination with each others.I started my Internship Program From 15/06/2013 to 26/08/2013 that spans approximately 6 weeks. The following are the names of the department and duration in which I got the training

Sales department 02 weeks Service Department 02 weeks

Spare Parts department 02 weeks

Training program There are four departments in Suzuki Gujranwala Motors and I spent my internship duration in three departments. First of all I started from the Sales Department and gained very comprehensive knowledge of sales techniques. Although it was difficult for me to be fully aware of all management skills due to the limited time period but I tried my best to learn the maximum practical realities. Sales Department has a very unique structure comprises on GM of all company whose office is situated in Sale Department, Senior Sales Manager , Sales Manager , Customer Care Manager, and five numbers of sale Promotion Officers.

There are two types of clients who come in Sale Department:

1- Cash2- Through bank

Cash customer brings 100% payment in advance in shape of Demand draft or Pay Order in favor of (Pak Suzuki Co. Ltd. Karachi) and those who are unable to pay full payment and want to pay in installments purchase vehicle on lease through banks. Banks issue them a purchase order to company, but for both type of customers CNIC and National Tax Number is compulsory. Advice-cum-Invoice is prepared and a copy is sent to FBR for tax purpose and finally delivery letter is prepared before delivering the vehicle.

Spare Parts Department is situated at the back side of the Sale Department and deals in the genuine spare part of the of the Suzuki vehicles. This department maintains three types of spare parts in its inventory which are as under.

1. SGP (Suzuki Genuine Parts)2. SGA (Suzuki Genuine Accessories)3. SGO (Suzuki Genuine oil)

This department is supervised by a Director with one Parts Manager and Assistant Parts Manager. Function of spare parts department starts from the ordering the parts from Manufacturing Plant which is in Karachi. After receiving the Cargo from Karachi, parts manager maintains the record of the received parts in the DMIS. These parts are issued by the manager parts on the written request of Technician. Manager enter the details of issued parts in the DMIS and keep the one copy of Requisition From, in this way the record of inventory is updated. Parts manager also prepare a daily report in excel which shows the list of issued parts, price, and profitability. Company gives warranty to customer of parts till 40,000 km which means before the running of 40,000 km millage, if the part found defective then company is responsible to compensate.

Last but not the least Service Department is the biggest department in, Suzuki Gujranwala Motors. This department has very comprehensive procedure of operation that starts from the entrance of the work shop where advisors stand and notes the particular of the coming vehicles such as, Owners name, registration number, chassis number, millage etc. After observing the whole vehicle, advisor prepare a statement contains the nature of the job/maintenance is required to be done. The vehicle data is further moved to the computer operator who sits in the Service Departments Reception, prepare job Card (a document of previous and the present history of the vehicle) with the help of DMIS. Job Card is sent to the related technician who starts his job and writes the detail of all day work in a document called work progress sheet and provide it to the Supervisor at the end of day. After completing the job, technician hands over the vehicle to the Service manager who assures the final inspection and checks the customer ordered repairs. After final test the customer pass the bill to Cashier at service departments reception and received the bill in printed form with all details. Suzuki Gujranwala Motors has no any separate Marketing Department. Sales Department cover the all those activities which comes under the heading of 4ps.Service department I worked at CRM, CRM is software it reminds employee that you have to remind your customer for service actually it is connected with data base where all customers data is saved. At CRM I have worked for 10 days prior call and post service call. Prior calls means software shows that this customers car has to service and employee call to customer for remind.Post service call mean when customer went back after service employee call to customer after 4 days of service for asking if you have any complaint about service tell me.I have learnt lot of things and get experience of practical work from Suzuki Gujranwala Motors

RECOMMENDATIONS FOR IMPROVEMENT

Organized a separate "Training Departments " in the dealership Setup a Research and Development Department that will bring innovation and creativity There must be a Call center in the dealership that will keep closer to customers Dealership should develop a website that should be accessible 24/7 and updated regularly Suzuki Gujranwala Motors has historical reputation in the market due to the strong culture of customer service and satisfaction. This reputation is an ease to enter in dig gerent segments Recording of any promotional event should be played on Cabell Network so that the customers who were unable to attend the event can watch in their convenient times. The designation of Customer Care Manager and the information Technology coordinator holds the same person in the Suzuki Gujranwala motors. It can create problem because managing the whole IT infrastructure requires more time and effort but on the other hand resolving the customer issues needs special skills. it would be difficult for the same person to perform both responsibilities and organizational goal may be suffered There is no proper set of cafeteria in the building of dealership. It would be welfare for the employees if a well organized cafeteria is opened Preferences should be given in Human Resource concerns Promotion, reward system should be revised that will motivate loyalty among the employees and eliminate the turn over and absents.

CONCLUSIONPak Suzuki Motor products renowned for their quality, durability, safety, fuel economy, and resale value are appreciated by customers in Pakistan. There has been high demand for Suzuki which is the market leader in this segment. Pakistan is the highest producer of Suzuki in Asia.The reasons that can be given to provide justification to our conclusion are as follows: In present society and living way, the Brands not only represent the symbol of the company or product but to a larger extent define the general life of a person. What the person uses can reflect his taste of life, his status in the society, his economic background and many other things. This makes a deep connection between the company and its brand, with the consumer. In this two way relation both are dependent on each other for various different reasons. Customers purchase the specific brand things just due to the brand name. Customers believe that brand name is a symbol of quality. We came to the conclusion that when consumer purchases a car, brand names influence his choice. Customers choose the well known car brand. The brands of Suzuki which are of real attention and attraction i.ie Honda and Toyota has great impact on the psyche of the people. when customers go for purchasing a car, they prefer by that creative perception. Honda & Toyota is less loyal to customer due to its high cost, low reliability, low performance, and lack of 3S availability, high cost of maintenance and Spare Parts and shape as compare to Toyota. Honda City model 2005was highly drop down because the car shape was did not appreciated in Pakistan moreover it was also failed in specific duration because of side mirror of the car the reason was that the side mirror was resisted by pillar of front quarter window which customer felt uncomfortable when he/she viewed back side. These problems had been shifted from the loyal brand. If a Customers delighted by Suzuki he/she does not want to try Honda City car because they have no much information about it and vise versa. We feel that the purpose of this study has been fulfilled to some extant. The theory describe that brand name has a power, which attracts the customers towards branded products. We founded that SUzuki attracts more people.

Glossary

AAutomobile: motor car or car is a wheeled motor vehicle used for transporting passengers

BBusiness: any legal activity to earn profit

CCustomer: one who purchases or receives a product Cash: used to purchase good mostlyCRM: Customer Relation Management is a model for managing a company's interactions with current and future customers

DDMIS: Dealer Management Information System Desk Job: a job that you do in an office working at a desk

EEffective: adequate to accomplish a purposeEfficient: Being effective without wasting time or effort or expenseEthics: Rules and principles that define right and wrong conduct

FFeed Back: The degree to which carrying out work activities required by a job results in the individuals obtaining direct and clear information about his or her performance

Follow-up: To come or go after; proceed behindGGenuine parts: Original EquipmentGeneral Manager: An individual who bears responsibility for the overall performance of the organization or one of its major self-contained divisions

HHuman skills: The ability to work well with other people individually and in a group

IImported: An approach to going global that involves selling products at home and that are made overseas

JJob card: a document of previous and the present history of the vehicle

LLeading: Management function that involves motivating subordinates, influencing individuals or teams as they work, selecting the most effective communication channels, or dealing in any way with employee behavior issues

MManagement: Coordinating work activities so that they are completed efficiently and effectively with and through other peopleManager: Someone who works with and through other people by coordinating their work activities in order accomplish organizational goals.Mission: The purpose of an organization

Market Economy: An economic system in which resources are primarily owned and controlled by the private sector.Market Strategy: a process that can allow an organization to concentrate its resources on the optimal opportunities with the goals of increasing salesMarket Value: The amount for which something can be sold on a given market

O

Opportunities: Positive trends in external environment factorsOrganizing: Management functions that involves the process of creating an organizations structure by determining what tasks are to be done, who is to do them, how the tasks are to be grouped, who reports to whom, and where decisions are to be made

P

Performance: The end result of an activityPlanning: The process of setting goals and deciding how best to achieve them

Q

Quality: The ability of a product of or service to reliably do what its supposed to do and to satisfy customer expectations

RRepurchase: the action of buying something backRecommend: advise or suggest (something) as a course of actionRevisit: visit again

SSAP: Systems, Applications and Products in data processingStrength: Any activities the organization does well or any unique resources that it hasSWOT Analysis: An analysis of the organizations strengths, weaknesses, opportunities, and threats

TTechnical skills: Knowledge of and proficiency in a specialized fieldThreats: Negative trends in external environmental factors

VVehicle delivery: purchaser of product claim he has received that product

WWeaknesses: Activities the organization does not do well or resources it needs but does not possess identifying

University of the Punjab Gujranwala Campus

internship report on suzuki gujranwala motors

Documents

suzuki vehicles

environment pak suzuki

parents blessings

dear parents

public limited company

automobile business

cng vehicles

gujranwala region