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A SUMMER TRAINING REPORTON
CUSTOMER AWARENESS
HERO MOTOCORP
SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF
DEGREE OFMASTER OF BUSINESS ADMINISTRATION
SUBMITTED BY:-
ANU
M.B.A. 3rdSEM.
ROLL. NO.:-1236370013
UNDER GUIDENCE OF:- UNDER SUPERVISON OF :-
MISS. NEHA NAZNEEN SIDDIQUI MR.VIDIT NARAIN
ASST.
PROFESSOR MANAIN DIRE!TOR
AMBALI"A INSTITUTE OF B.M.#.SPEEDMOTOR #AEN
MANAEMENT $TE!H. UNIT- LU!"NO#
AMBALIKA INSTITUTE OF MANAGEMENT & TECHNOLOGY
MAURAWAN ROAD, MOHANLALGANJ, LUCKNOW (U.P. )
1
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Declaration
I %&r&'( d&)*+r& ,%+, ,%& r/&), r&r, &,,*&d !USTOMER A#ARENESS 4r
HERO MOTO!ORP +r,+* 45*4**&, 4 r&5r&&,8 4r ,%& d&9r&& 4
+8,&r8 4 '58&88 +d8,r+, , I8,,5,& 4 E9&&r9 +d T&)%*9(
L5);< 8 ( r9+*
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PREFACE
Tr+9 %+8 8,&rr&,&d '( 8, 4 58 +8 + *+,4r 4r r/&), r&4r+,.
Id58,r+* ,r+9 ,r5& 8&8& %+8 '&& )*5d&d )r)5*+r , +;& ,%& 8,5d&,
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ACKNOWLEDGEMENT
A ,+8; r r/&), )+, '& )*&,&d +*&. I, r&5r&8 ,%& &44r, 4 +( dd5+*8. I
,+;& ,%8 r,5,( , ,%+; +** ,%8&
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EECUTIVE SUMMARY
D&9r+%)8 ),5& , 8%< + 8,& r&r, , 85r r&,+*9 9r
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TABLE OF CONTENT
S.N. TOPI! P+9& N.
1. I,rd5), O4 !OMPAN> G
2. !+( Pr4*&
3. !+( P&r4r+)& 12
C. H8,r( 13
. !%+r+8 Pr4*& 1
6. A
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INTRODUCTION OF COMPANY
INTRODUCTION
GENERAL INTRODUCTION TO THE STUDY
T
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COMPANY PROFILE
HERO MOTOCORP L!".4r&r*( HERO HONDA 8 +Id+ ,r)()*& +d 8),&r +54+),5r&r '+8&d N&< D&*% Id+. HERO 8,+r,&d
1GC +8 + /, &,5r& '&,
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P*"#! $/
Sleek
Street Achiever
Ambition 133, Ambition 135
CBZ, CBZ Star, CBZ Xtreme
CD 100, CD 100 SS, HERO o!, CD Da"n, CD Del#$e, CD Del#$e %Sel&
Start'
(lamo#r, (lamo#r )*+
H#nk
ari-ma, ari-ma R, ari-ma Z.R )+
/aion, /aion /l#, /aion /ro
/lea#re
Slen2or, Slen2or, Slen2or %4imite2 E2ition', S#er Slen2or, Slen2orX(, Slen2or /RO
Hero +m#le la#nche2 in 6011 a&ter the earation o& hero an2 Hon2a* +t
+n2ia7 &irt o&&8roa2 an2 on roa2 Bike*
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H* M*!*C*04r&r*( H* H*$"8 + ,r)()*& +d 8),&r +54+),5r&r '+8&d
Id+. H&r Hd+ 8,+r,&d 1GC +8 + /, &,5r& '&,
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8/13/2019 Customer Awareness of Hero-motocorp Anurum Report
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HISTORYH&r M, !r
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200 -- N&< Md&*8 4 H&r Hd+ ,r)()*& "+r=+:"+r=+ - ZMR +d *,&d
&d, 4H&r Hd+ ,r)()*& H5;*+5)%&d
2010 -- N&< Md&*8 4 H&r Hd+ ,r)()*& S*&dr Pr +d N&< H&r Hd+
,r)()*& H5;+d N&< H&r Hd+ M,r)()*& S5&r S*&dr *+5)%&d.
2011 -- N&< Md&*8 4 H&r Hd+ ,r)()*&8 *+5r *+5r FI !BZ-,r&&
"+r=+ *+5)%&d N&< *)&89 +rr+9&&, 89&d '&,
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CHAIRMAN1S PROFILE
D.B2%3*+$ L'' M#$%'
D, dr&+ 4 (5 )+, 45*4** (5r dr&+8
Br/%+ L+** M5/+* 8 4,& 4d 4 8+(9. T%&
45d&r +d +,r+r)% 4 ,%& 3.2 '** H&r r5 8
(5r )*+88) 4r8, 9&&r+, &,r&r&&5r. H& 8 + +
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#%& Br/%+ +d %8 'r,%&r8 8,+r,&d 5, ,%&r&
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T%& L5d%++ S,); E)%+9&
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M&r+* H8,+* +595r+,&d - A H8,+* ,%& &r( 4 45d&r M++99
Dr&),r Mr. R++ "+, M5/+*
2000 C000000,% ,r)()*& rd5)&d Er&, M++9&&, S(8,& 4 5r9+
P*+, )&r,4&d ISO-1C001 '( DNV H**+d S*&dr d&)*+r&d #r*d N. 1 - *+r9&8,
8&**9 89*& ,
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2006 H&r Hd+ 8 ,%& #r*d N. 1 4r ,%& ,% (&+r + r< 1 ** rd5),
*&8,& +)%&&d
2007 H&r Hd+ 8 ,%& #r*d N. 1 4r ,%& 6,% (&+r + r< N&< S*&dr N
*+5)%&dN&< !D D&*5& *+5)%&d N&< P+88 P*58 *+5)%&d
N&< ,r)()*& d&* H5; *+5)%&d 20 ** rd5), *&8,& +)%&&d
200G H&r Hd+ H+rd
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AWARDS AND ACHIEVEMENTS
2011 T
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- B2 M *7 !+ Y'( ET-Z9 #%&&*8 !+r $ B;& 4 ,%& >&+r AT4*-4+' M$#7!# *7 !+ Y>'( NDTV Pr4, !+r $ B;& A
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2006.!D D&*5& r+,&d +8 N 1 8,+d+rd ,r)()*& '( TNS V)& 4 ,%& !58,&r
A
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NDTV V&&+r A
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1 N+,+* Prd5),,( A
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=. P*"#!: H&r M,!r 44&r8
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Celebrit! en2orement 9h! ho#l2 bo! have all the n
H#3 M2$ H2 H*
,%&8&
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r&4*&),8 ,8 ),&, ,
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FEATUREN&< d9,+* K A+*9 )' &,&r )8*& A** 8&)5r& 9, 8
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FEATURES
A &< &9& 4r '&,,&r &r4r+)& P
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CD DELUX
FEATURESN&< &9& 4r &%+)&d &r4r+)& $ 8,r&88-4r&& rd&. Tr+&=d+* 5*,-r&4*&),r
%&+d*9%, 4r &%+)&d 8'*,( rd&8 '&,,&r 8+4&,( $ ,r&d( ,r+&=d+* 8%+& *&d8
r& +&+* , ,%& ';&.Br+d 8r
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GLAMOUR
FEATURESS),**+,9 &< 9r+%)8.
A** &< 8,(*8% 8r +d %&+d*9%,8.
Ed9( &< 544*&r )&r.
E(& )+,)%9 d9,+* ++*9 )' &,&r )8*&.
A** &< +&rd(+) +r 8) 8%r5d8.
COLOURS
PRI!E IN MUMBAIES%
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GLAMOUR FI
FEATURES
Ed9( &< 8r +d %&+d*9%,.
R&+* ,& *&+9& d)+,r.
B+; +9*& 8&8r.
N&< d9,+* ++*9 )' &,&r )8*&
S,59 &< 9r+%)8.
COLO(!S
PRI!E MUMBAIES%
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HUNK
FEATURESF*+r&d 4&d&r8 +d ,5'&*&88 ,(r&8 !,5r&d8r A+*9-D9,+* 8&&d +&* )%r&-
,9&d 4*+& r+9& )8*& R&d H, LED ,+* *9%, Rd9&d 544*&r )&r
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Do#ble Dic ,?1< =
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PASSION PRO
FEATURES
D9,+*-A+*9 8&&d&,&r
S,(*8% 8r
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PLEASURE
FEATURES
E),9 'd( 9r+%)8 L&88 ,5r9 r+d58 S,% 858&8 8(8,&N&< &,&r
)8*& P5),5r&-R&88,+, ,544 5 ,5'& Tr&d( r&+r 9r d&r ,+* *9%, P
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SPLENDOR
)"AT(!"S
N&, 9&&r+, +&rd(+) d&89
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SPLENDOR +
)"AT(!"S
E),9 &< 'd( 9r+%)8 P
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SPLENDOR PRO
FEATURES
S,(*8% &,&r )8*& E),9 &< 'd( 9r+%)8 S,(*8% &< +**(
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IMPULSE
FEATURES
H9% ,r5& ATFT &9& +d %9% 9r5d )*&+r+)& 4r r59% ,&rr+ rd9 R+8&d
4&d&r +d *+r9& d+&,&r 4r,
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Sin;le Dic
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M+r;&, 8&9&,+, 8 + ))&, &))8+d+r;&,9. A +r;&, 8&9&, 8 + 85'-
8&, 4 + +r;&,+d& 5 4 &*& r r9+=+,8
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B&%+r+* 8&9&,+,
T%& rd5), +r& 8&9&,&d ,%& '+88 4 Pr)& L;8 S,+d+rd8 !*+88&,) L;&
"+r=+ Fr %9% Ed B5(&r8 +d >5,% S*&dr 4r Mdd*& !*+88 P&*& Ad O44)&
9&r8 HUN"!BZLAMOUR 4r ,%& >59&r 9r
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RESEARCH METHODOLOGY
I$!*"#!2*$
T%& ,
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T%& r&85*,8 4 ,%& 5r)%+8& &&r&)& 5&8,
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d+,+ +( +r( +d )+ '& )**&),&d ,%r59% +r58 &,%d8 *;& 5&8,+r& &r8+*
,&r&865 658?0 ?0855 55
Age
Age of the respondents
A$'92:
7
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A'& C0 4 ,%& +r,)+,8 4 ,%& 85r&(
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C+! N* =.
O&&upation of the !espodents
0
5
10
15
60
65
30
35
?0
B#ine /&nl Eml!e St2nt Other
O&&upation
o
of!espondents
A$'92:
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T%& +/r,( 4 ,%& HERO)58,&r8 +r,)+,&d ,%& 85r&(
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C+! N* =.
SO(!C"S O) A+A!""SS O) H"!O
HO,A-./
01/
23/
0./
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
ADVERTISEMENT FRIENDS RELATIVES OTHERS
S!&!#-
H
*7R,-0*$",$!-
A$'92:
T%8 8,+,8,) r&&+*8 ,%+, 9r&+,&r +r, 4 r&8d&,8 %+& 9, ,%& 4r+, 4r T.V
+d +d&r,8&&, ,%&r ,%+ 4r&d8 $ r&*+,&8
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SATISFACTION ABOUT PRODUCT BRIEFING DONE BY SALES
EECUTIVE
T' N* =.
SATISFA!TION NO. OF
RESPONDENTS
OF
RESPONDENTS
>ES 2 2
NO 0G 0G
TOTAL 100 100
S5r)&: 85r&( d+,+
INTERPRETATION: -
T%8 ,+'*& 8%
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C+! N* =.
SATIS)ACTIO ABO(T SAL"SMASHI%
40/
./
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
0.00%
!0.00%
"0.00%
#0.00%
100.00%
$E S NO
SATISFACTION
H*
7R,-0*$",$!-
o o& Reon2ent
A$'92:
T%& 8,+,8,) r&&+*8 ,%+, ,%& rd5), r4*& r&8&,&d '( ,%& S+*&8+ 4 HERO8 ,r5*(
,r58,
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TEST RIDE PROCESS
T' N* =.
TEST RIDE NO. OF RESPONDENTS OF RESPONDENT
>ES 100 100
SNO 0 0
TOTAL 100 100
S5r)&: 85r&( d+,+.
INTERPRETATION: -
T%8 ,+'*& 8%
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C+! N* =.
Test !ide %ro&ess
0
60
?0
0
100
160
e o
Test !ide
o
5of!espondents
A$'92:
T%& 8,+,8,) r&&+*8 ,%+, +*8, +** ,%& )58,&r8 +r& 44&r&d 4r + ,&8, dr& +d
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PERCEPTION TOWARDS SALES PROCESS
T' N* =.
PERCEPTION NO. OF RESPONDENTS OF RESPONDENTS
VER> OOD 33 33
OOD 6 6
FAIR 11 11
POOR 00 00
TOTAL =
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C+! N* =.
%"!C"%TIO TO+A!,S SAL"S
%!OC"SS
--/
67/
22/
3/0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
0.00%
VER$OOD OOD FAIR & OOR
PERCEPTION
H*
7R,-0
*$",$!-
67
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A+*(88:
T%& 8,5d( r&&+*8 ,%+, ,%& )85&r &r)&&8 ,%& d&+*&r8 8+*&8 r)&88 +8 9d +d
&r( 9d
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!%+r, N1.G
SATIS)ACTIO ABO(T A)T"! SAL"S
S"!8IC"
9/
4-/
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
0.00%
!0.00%
"0.00%
#0.00%
100.00%
$ES NO
SATISFIED
H
*7R,-0*$",$!-
A$'92:
T%& 8,+,8,) d)+,&8 ,%+, ,%& 9r&+,&r +r, 4 r&8d&, +r& 8+,84&d
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PERCEPTION OF RESPONDENTS REGARDING COMPLAINT
RECOGNITION
T' N* =.@
PERCEPTION NO. OF RESPONDENTS OF RESPONDENTS
VER>OOD 36 36
OOD 3 3
FAIR 11 11
POOR 0 0
TOTAL =
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T%& ,+'*& r&&+*8 ,%+, ,%& )*+,8 4 )85&r +4,&r 8+*&8
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Mr& ,%+ 0 4 ,%& r&8d&,8 8+d ,%+, ,%& )*+, r&)9, 4 HERO8
9d. Ad 'd( )*+&d ,%+, ,%&r )*+, r&)9, 8 r. T%8 d)+,&8
,%+, HERO8 rd9 ,%&r )58,&r8 9d 8&r)&8.
PER!EPTION TO#ARDS ME!HANI!S OF HERO HONDA
T' N* =.=LE 13 13
MILEAE 32 32
PERFORMAN!E 2C 2C
!OMFORT 11 11
PRI!E C C
BRAND NAME 16 16
TOTAL 100 100
S5r)&: 85r&( d+,+
I$!0!!2*$:
T%& +'& ,+'*& 8%
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C+! N* =.==
%er&eption to*ards Attri:utes
0
5
10
15
60
65
30
35
St!le .ilea;e /er&mn Com&ort /rice Br2 nme
Attri:utes
o
of!espondents
A$'92:
M8, 4 ,%& )85&r8 ,%8&
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r+;&d 4r8, 8 ,%& &r4r+)& 4 HERO';&. T%& *&+8, +,,r+),& +,,r'5,& 8
r)&.
CUSTOMER AWARENESS TOWARDS PERFORMANCE OF
HERO HONDA
T' N* =.=;
OPINION NO. OF RESPONDENTS OF RESPONDENTS
E!ELLENT 27 27
OOD 6 6
SATISFA!TOR> 17 17
POOR 0 0
TOTAL =
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T%8 ,+'*& d)+,&8 )85&r8 8+,84+), ,
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A8 &r ,%& +'& ,+'*& ,%& r&8d&,8 4&&* ,%+, H&r Hd+8 &r4r+)& 8 9d
r&&+*&d '( ,%&r &r8+* &&r&)& 4 589 ,%& ';&. T%8 8%
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7
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C+! N* =.=
Availa:lity of Spare %arts
El! avail
H2l! avail
ot avail
A$'92:
T%& HERO)58,&r8 +r& 8+,84&d +'5, ,%& ++*+'*,( 4 ,8 8+r& +r,8. A** ,%&
r&8d&,8 8+d ,%+, ,%& HERO 8+r&8 +r& &+8*( ++*+'*&.
G0
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CONSUMER1S PREFERENCE IN SERVICING THE BIKE
T' N* =.=
SERVI!E PREFEREN!E NO OF RESPONDENTS OF RESPONDENTS
SERVI!E !ENTRE C7 C7
AUTHORISED DEALER 3C 3C
LO!AL ME!HANI! 1 1
TOTAL 100 100
I$!0!!2*$:
T%8 8 +'5,
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C+! N* =.=
0
5
10
15
60
65
30
35
?0
?5
50
o of
!espondents
Ser cntr A#th 2lr 4cl mech
%referen&e
Servi&e preferen&e
A$'92:
M+/r,( 4 ,%& )85&r8 r&4&r8 8&r)& )&,r& 4r 8&r)9 ,%&r ';&. Ad ,%&
8&)d 8, r&4&r&)& 8 +5,%r=&d d&+*&r8 ++r, 4r ,%8 *( + 8+** . 4
)85&r8 r&4&r8 *)+* &)%+)8.
G2
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FACTORS INFLUENCED IN PURCHASE DECISION
T' N* =.=
FA!TORS NO. OF RESPONDENTS OF RESPONDENTS
PO#ER 13 13
ST>LE 17 17
PRI!E REDU!TION 26 26
MORE !OLOURS
FREE A!!ESSORIES 11 11
FUEL EFFI!IEN!>
TOTAL
2C
100
2C
100
S5r)&: 85r&( d+,+.
I$!0!!2*$: -
T%8 8 +'5, ,%& 4+),r
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C+! N* =.=
)a&tors influen&ed in %ur&hase ,e&ision
/o"er
St!le
/rce r2tn.re clr
)re acr
)#el e&nc!
A$'92:
Fr ,%& 8,5d( ,8 r&&+*&d ,%+, ,%& r)& )5, 4r HERO4*5&)&d )58,&r 8,
4r '5(9 ,%& ';& +d ,%& &r)&,+9& '&9 26. T%8 8 4**
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FINDINGS
T%& *d r%&)( ,%+, )& + )58,&r 8 + )58,&r %+8 '&)& + (,% ,%&
r&8&, d+( )&,,&
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Fr ++*(88 +d ,&rr&,+, , 8 45d ,%+, HERO8 +*( )%8& 4r ,8 *&+9&
&r4r+)& +d 'r+d +9&.
M+/r,( 4 ,%& )58,&r8 %+& 8+,84&d
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CONCLUSION
HERO 8 & 4 *&+d9 ,
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RECOMMENDATONS AND
SUGGESTIONS
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