TRAINING REPORT

ON

"STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT”

Submitted to

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

In partial fulfillment of the requirements

for the award of the degree of

BACHELOUR OF BUSINESS ADMINSTRATION

(INDUSTRY INTEGRATED)

(IV SEMESTER)

Submitted by

Name : Ankit Dua

Regn. No : 1073900342

Roll No. 1090110342

OJAS INSTITUTE OF MANAGEMENT

ELC CODE: 330923011

B-1, Sector 16, Rohini, Delhi-110085

CERTIFICATE

This is to certify that Ankit Dua, a student of the Maharshi Dayanand University,

Rohtak, has prepared his training report entitled “STUDY ON CUSTOMER RELATIONSHIP

MANAGEMENT” in MARUTI SUZUKI under my guidance. He has fulfilled all

requirements leading to award of the degree of BBA (Industry Integrated). This report is

the record of bonafide training undertaken by him and no part of it has been submitted to

any other University or Educational institution for award of any other

degree/diploma/fellowship or similar titles or prizes.

I wish him all success in life.

Miss. Bushra

Coordinator

STUDENT DECLARATION

I hereby declare that the training Report conducted at

Under the guidance of

Miss. Bushra

Submitted in partial Fulfillment of the requirements for the

Degree of

BACHELOR OF BUSINESS ADMINSTRASTIVE

(Industry Integrated)

TO

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

is my original work and the same has not been submitted

for the award of any other degree/diploma/fellowship

Or other similar titles or prizes.

Ankit Dua

Place: Regn. No. :

CERTIFICATE

This is to certify that Mr. Ankit Dua who is pursuing BBA (industry Integrated) course

of Maharshi Dayanand University, Rohtak, at Ojas Institute of Management has

undergone management training at our organization from

His performance during the training period was found to be good.

We wish him success for his future endeavours.

Customer Care Manager

CONTENTS:

CHAPTER 1: INTRODUCTION1.1 General Introduction about the sector1.2 Industry Profile.

a. Origin and development of the industry.b. Growth and present status of the industryc. Future of the Industry.

CHAPTER:2 PROFILE OF THE ORGANIZATION2.1 Origin of the Organization.2.2 Growth, development & Present status of the Organization.2.3 Organization Structure and Organization Chart.2.4 Product and Service profile of the Organization.2.5 Market profile of the Organization.

CHAPTER: 3 DISCUSSIONS ON TRAINING3.1 Student’s work profile (Role and Responsibilities)3.2 Key learning from training.

CHAPTER 4: STUDY OF SELECTED RESEARCH PROBLEM4.1 Statement of research problem4.2 Statement of research objectives.4.3 Research design and methodology.

CHAPTER 5: ANALYSIS5.1 Data Analysis.5.2 Summary of findings.

CHAPTER 6: SUMMARY AND CONCLUSIONS6.1 Summary of learning Experience.6.2 Recommendations.

APPENDICESAnnexure are like copy of questionnaires, interview schedule.

BIBLOGRAPHY

CHAPTER 1

INTRODUCTION

1.1 General introduction about the sector.

Over a period of more than two decades the Indian Automobile industry has been driving

its own growth through phases. The entry of Suzuki Corporation in Indian passenger car

manufacturing is often pointed as the first sign of India turning to a market economy.

Since then the automobile sector witnessed rapid growth year after year. By late-90's the

industry reached self reliance in engine and component manufacturing from the status of

large scale importer. With comparatively higher rate of economic growth rate index

against that of great global powers, India has become a hub of domestic and exports

business. 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. Side by side

with fresh vehicle sales growth, the automotive components sector has witnessed big

growth. The domestic auto components consumption has crossed rupees 9000 crores and

an export of one half size of this figure

Overview Of Automobile Industry

The Indian automobile industry is going through a technological change where each firm

is engaged in changing its processes and technologies to sustain 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 tremendous amount

of success in the recent years.As per Society of Indian Automobile Manufacturers

(SIAM) the market share of each segment of the industry is as follows:.

The market shares of the segments of the automobile

industry

The automobile industry had a growth of 15.4 % during April-January 2007, with the

average annual growth of 10-15% over the last decade or so. With the incremental

investment of $35-40 billion, the growth is expected to double in the next 10 years.

Consistent growth and dedication have made the Indian automobile industry the second-

largest tractor and two-wheeler manufacturer in the world. It is also the fifth-largest

commercial vehicle manufacturer in the world. The Indian automobile market is among

the largest in Asia.The key players like Hindustan Motors, Maruti Udyog, Fiat India

Private Ltd, Tata Motors, Bajaj Motors, Hero Motors, Ashok Leyland, Mahindra &

Mahindra have been dominating the vehicle industry. A few of the foreign players like

Maruti Suzuki Kirloskar Motor Ltd., Skoda India Private Ltd., Honda Siel Cars India Ltd.

have also entered the market and have catered to the customers’ needs to a large extent.

Not only the Indian companies but also the international car manufacturing companies

are focusing on compact cars to be delivered in the Indian market at a much smaller

price. Moreover, the automobile companies are coming up with financial schemes such as

easy EMI repayment systems to boost sales. There have been exhibitions like Auto-expo

at Pragati Maidan, New Delhi to share the technological advancements. Besides, there are

many new projects coming up in the automobile industry leading to the growth of the

sector. The Government of India has liberalized the foreign exchange and equity

regulations and has also reduced the tariff on imports, contributing significantly to the

growth of the sector. Having firmly established its presence in the domestic markets, the

Indian automobile sector is now penetrating the international arena. Vehicle exports from

India are at their highest levels. The leaders of the Indian automobile sector, such as Tata

Motors, Maruti and Mahindra and Mahindra are leading the exports to Europe, Middle

East and African and Asian markets. The Ministry of Heavy Industries has released the

Automotive Plan 2006-2016, with the motive of making India the most popular

manufacturing hub for automobiles and its components in Asia. The plan focuses on the

removal of all the bottlenecks that are inhibiting its growth in the domestic as well as

international arena.The domestic players as well as the foreign players dominate the

Indian automobile sector. The key players contributing to the growth of the sector are

discussed below.

Maruti Suzuki India

Hero Motors Limited

Tata Group

Bajaj Auto Limited

Mahindra Group

Ashok Leyland

Yamaha Motor India

Hyundai Motors India Limited

Maruti Suzuki Kirloskar Motor Private Limited

Honda Siel Cars India Limited

1.2) Industry profile

a.) Origin and development of the industry.The automotive industry in India is one of the largest in the world and one of the fastest

growing globally. India's passenger car and commercial vehicle manufacturing industry is

the sixth largest in the world, with an annual production of more than 3.9 million units in

2011. According to recent reports, India overtook Brazil and became the sixth largest

passenger vehicle producer in the world (beating such old and new auto makers as

Top Ten Players in Indian Automobile Sector

Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil),

growing 16 to 18 per cent to sell around three million units in the course of 2011-12. In

2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan,

South Korea, and Thailand.[3] In 2010, India beat Thailand to become Asia's third largest

exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles.

More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of

33.9%), making the country the second (after China) fastest growing automobile market

in the world. According to the Society of Indian Automobile Manufacturers, annual

vehicle sales are projected to increase to 5 million by 2015 and more than 9 million by

2020.[6] By 2050, the country is expected to top the world in car volumes with

approximately 611 million vehicles on the nation's roads.

The majority of India's car manufacturing industry is based around three clusters in the

south, west and north. The southern cluster consisting of Chennai and Bangalore is the

biggest with 35% of the revenue share. The western hub

near Mumbai and Pune contributes to 33% of the market and the northern cluster around

the National Capital Region contributes 32%. Chennai, is also referred to as the

"Detroit of India" with the India operations of

Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan Motors, Daimler, Caparo,

and PSA Peugeot Citroën is about to begin their operations by 2014. Chennai accounts

for 60% of the country's automotive exports. Gurgaon and Manesar in Haryana form the

northern cluster where the country's largest car manufacturer, Maruti Suzuki, is

based. The Chakan corridor near Pune, Maharashtra is the western cluster with

companies like General Motors, Volkswagen, Skoda, Mahindra and Mahindra, Tata

Motors, Mercedes Benz, Land Rover, Fiat and Force Motors having assembly plants in

the area. Aurangabad with Audi, Skoda and Volkswagen also forms part of the western

cluster. Another emerging cluster is in the state of Gujarat with manufacturing facility

of General Motors in Halol and further planned for Tata Nano at Sanand. Ford, Maruti

Suzuki and Peugeot-Citroen plants are also set to come up in

Gujarat. Kolkatta with Hindustan Motors, Noida with Honda and

Bangalore with Toyota are some of the other automotive manufacturing regions around

the country

b) Future Plans of maruti

On May 11, 2011, Maruti announced its plans to design new car models at its Rohtak

Plant in India. The new car models will be crafted for the next four years for the Indian

and International Market. Maruti is experimenting with new car models in an effort to

stay ahead of its competition and will be responsible for 25 per cent of Suzuki, its parent

company’s, revenues. In the financial year 2010-2011 Maruti Suzuki reported a net sales

figure of 37,522 crore rupees. Maruti will invest in a new plant in Gujarat which will

produce 6 million units a year which is being done in an effort to make the company the

leader in the car market. The company is having a look at different plants as shown by the

Government of India. In another effort, Maruti will introduce four new cars in the Indian

market: The mass-market hatchback, a utility vehicle, a new and improved Swift, and a

unique SX4. The company plans to release the design of the YE3, the hatchback by June-

July 2011 while the car will actually be shown in the Auto Expo 2012. The company

plans to design the YE3 without any involvement of Suzuki which is a major feat since

most of its cars have been designed in collaboration with Suzuki in the past. The YE3

will be a four-door, four seat hatchback and will be available in a 600-800cc engine and a

five speed manual transmission. The company also plans to launch the Maruti R3 under a

different name. The Maruti R3 is a Multi-Utility Vehicle that will come in a Rs. 7 lakhs –

Rs. 9 lakhs ex-showroom price and is a six-seater compact van strapped with three rows

of seats and rear-hinged rear doors. The car will come in both 1.2 litre K-Series engines

and a 1.6 litre Variable Valve Timing engine, each of which have been present in the

popular models of Swift and SX4. The R3 will compare to an Innova. The company plans

to sell it in emerging markets. It will be showcased in the Auto Expo 2012. The company

plans to get a diesel engine for the car from Volkswagen. The third new model of Maruti,

the new Swift will be launched by July 2011 will a 1.3 litre multi-jet diesel engine and a

1.2 litre K-Series engine. The new Swift fall in the Rs. 3.5 - 5.5 lakhs bracket depending

on the model and approximately 17,000 units will be produced each year. Along with

coming up with new cars and new plants, Maruti is also expanding its transportation

capacity. The company has forged partnerships for this with the Adani group to set up a

mega car terminal at the Mundra port.

CHAPTER – 2

PROFILE OF THE MARUTI

SUZUKI

2.1) ORIGIN OF MARUTI SUZUKI

(1)Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of

Parliament, to meet the growing demand of a personal mode of transport caused by the

lack of an efficient public transport system.

(2)Suzuki Motor Company was chosen from seven prospective partners worldwide. This

was due not only to their undisputed leadership in small cars but also to their

commitment to activelybring to MUL contemporary technology and Japanese

management practices (which had catapulted Japan over USA to the status of the top auto

manufacturing country in the world).

(3)A licence and a Joint Venture agreement was signed between Govt of India

and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982

The objectives of MUL then were:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce resources. Production of

large number of motor vehicles which was necessary for economic growth.

Maruti Suzuki India Limited

Type Public

Traded as BSE: 532500NSE: MARUTIBSE SENSEX Constituent

Industry Automotive

Predecessor(s) Maruti Udyog Limited

Founded 1981

Headquarters New Delhi, India [1]

Key people Shinzo Nakanishi(CEO & MD)

Products Automobiles

Revenue 37,522 crore (US$6.79 billion)(2010-11)[2]

Net income 2,288 crore (US$414.13 million)(2010-11)[2]

Employees 6,903 (2011)[3]

Parent Suzuki Motor Corporation

Website www.marutisuzuki.com

 2.2) Growth, development & present status of the organization

Our Vision

Our core values

1) Customer obsession.

2) Fast, Flexible and First mover.

3) Innovation and creativity.

4) Networking and partnership.

5) Openness and learning.

Technological Advantage

1) We have to introduced the superior 16 * 4 hypertech engines across the entire Maruti

Suzuki range. This new technology harnesses the power of a brainy 16-bit computer

to a fuel-efficient 4-value engine to create a optimum engine delivery. This means

every Maruti Suzuki owner gets the ideal combination of power and performance

from his car.

2) Our other innovation has been the introduced of electronic power steering(EPS) in

select models. This result in better and greater maneuverability. In other words our

cars have become even more pleasurable to drive.

Production /R & D

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti

Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two

vehicles roll out of the factory every minute. And it takes on an average, just 14 hours

to make a car. More importantly, with an incredible range of 11 models available in 50

variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.

PRODUCTION MILESTONES

i) 1st vehicle produced, December 1983

ii) 1,00,000 vehicles produced by August, 1986

iii) 5,00,000 vehicles produced by June, 1990

iv) 1st vehicle produced, December 1983

v) 1 ,00,000 vehicles produced by August, 1986

vi) 5,00,000 vehicles produced by June, 1990

vii) 10,00,000 vehicles produced by March, 1994

viii) 15,00,000 vehicles produced by April, 1996

ix) 20,00,000 vehicles produced by October, 1997

x) 25,00,000 vehicles produced by March, 1999

xi) 30,00,000 vehicles produced by June, 2000

xii) 35,00,000 vehicles produced by December 2001

xiii) 40,00,000 vehicles produced by April, 2003

xiv) 45,00,000 vehicles produced by April, 2004

MILESTONES

2005

The fiftieth lakh car rolls out in April, 2005

Growth in overall sales by 15.8%

2004

New (non A/C) variant of Alto

Alto becomes India's new bestselling car

 

LPG variant of 'Omni Cargo'

Versa 5-seater, a new variant

Baleno LXi, a new variant

Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the

highest ever since the company began operations 20 years ago

2003

New Suzuki Grand Vitara XL-7

Redesigned and all-new Zen

New upgraded WagonR

Enters into partnership with State Bank of India

Production of 4 millionth vehicles. Listed on BSE and NSE after a public issue

oversubscribed 10 times

2002

WagonR Pride

Esteem Diesel. All other variants upgraded

Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor

Services and Maruti Insurance Brokers Limited

Alto Spin LXi, with electronic power steering

Special edition of Maruti 800, India’s first colour-coordinated car 

Maruti True value in Mumbai

Maruti Finance in Mumbai with 10 finance companies

Suzuki Motor Corporation (SMC) increases its stake in Marutito 54.2 percent

2001

Zen LXi

Maruti True Value launched in Bangalore and Delhi

Maruti Versa, India’s first luxury MPV

Alto Spin LXi, with electronic power steering

Alto Vxi

Customer information centers launched in Hyderabad, Bangalore and Chennai

Launch of versa

2000

First car company in India to launch a Call Center 

New Alto

Altura, a luxury estate car 

IDTR (Institute of Driving Training and Research) launched jointly with the Delhi

government to promote safe driving habits.

1999

Maruti 800 EX ( 796cc, hatchback car)

Zen LX (993cc, hatchback car)

Zen VXi (993cc, hatchback car with power steering)

Omni XL ( 796cc, MUV, high roof)

Baleno (1600cc, 3 Box Car)

Wagon R

Launch of Maruti - Suzuki innovative traffic beat in Delhi andChennai as social

initiatives

1998

Maruti launches website as part of CRM initiatives

Zen D (1527 cc diesel, hatchback car)

Zen VX & Zen VX Automatic

New (Omni & Omni E) (796cc, MUV)

Launch of website as part of CRM initiatives

1997

1998 Esteem (1299cc, 3 box car) LX, VX and AX

New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

Produced the 2 millionth vehicle since the commencement of production

1996

Gypsy (E) (970cc, 4WD 8 seater)

Omni (E) (796cc, MUV, 8 seater)

Gypsy King (1298cc, 4WD, off road vehicle)

Zen Automatic (993cc, hatchback car)

Esteem 1.3L (1298 cc, 3 box Car)AX

Launch of 24-hour emergency on-road vehicle service

1995

Esteem 1.3L (1298 cc, 3 box car)VX

With the launch of second plant, installed capacity reached200,000 units

1994

Esteem1.3L (1298cc, 3 box car)LX

Produced the 1 millionth vehicle since the commencement of production

1993

Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as

the Alto

1992

SMC increases its stake in Maruti to 50 percent

1991

Reaches cumulative indigenisation of 65 percent for allvehicles produced

1990

Maruti 1000(970cc, 3 box), India’s first contemporary sedan

1988

Installed capacity increased to 100,000 units

1987

Exported first lot of 500 cars to Hungary

1986

Maruti 800 ( New Model-796cc, hatchback Car)

Produced 100,000 vehicles (cumulative production)

1985

Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984

Omni, a 796cc MUV

Installed capacity reached 40,000 units

1983

Maruti 800, a 796 cc hatchback, India’s first affordable car.

Production was started under JVA

1982

License and JV agreement signed between Maruti Udyog Ltd. and SMC of Japan

1981

Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies

Act,

1956

2.3) Organization Structure of Maruti

Organization Structure

Managing DirectorShinzo Nakanishi legal & secretary

SRAChairman of the BoardR. Bhargava Engineering

KADirectorOsamu Suzuki sales & marketing SODirectorDavinder Brar Managing Executive Officer

IR

Managing Executive OfficerDirector MPManvinder Banga

AdminstrationDirector SSPallavi Shroff

ProductionDirector TOKenichi Ayukawa

Supply chainDirector SMAmal Ganguli Excutive officer(KA)

2.3 product and services of the Maruti suzuki

THE COMPANY OFFERS A PORTFOLIO OF 14 BRANDS, RANGING FROM

THE PEOPLE”S CAR, MARUTI 800, TO THE LUXURY SEDAN, KIZASHI.

Maruti 800 has gone beyond just being a car; it has transformed the lives of millions of

people across the country by bringing the joy of motoring to them.

Maruti 800 Change your life

Let’s Go ALTO

Alto is a great combination of economy, practicality and styling. Its refreshed model

offers smart changes in the interiors. Alto is the largest selling car

in India and globally.

The Alto K10 has an appealing design that is well-complemented with elegant and smart

accessories. The powerful 1litre K-series engine makes the Alto K10 an exhilarating

drive. Thoughtful engineering has made the Alto K10,

a truly eco-friendly car.

With its aerodynamic contours and smooth curves, the Estilo is a perfect combination of

sturdiness and class. The all-new Estilo comes with the K-series engine, Detent Pin

Transmission Technology and cable system that offer smooth gear shifting and great

handling.

ESTILO Take a fresh view of life

Based on a new platform, the all-new WagonR is the

tallest in its class and has a distinct sloping stance. The new WagonR is powered with the

K-series engine that delivers improved power and fuel efficiency. The new frame type

front suspension, three point control arm and gas filled McPherson struts lead to better

stability and riding comfort.

WAGONR

A-STAR Stop @ nothing

For the smarter race

Made in India to meet European standards, the A-star symbolises the beginning of a

revolution with its unique aerodynamic styling. Powered by the K-series petrol engine,

the A-star is ELV compliant and ensures maximum recyclability of all parts when they

complete their life span. The A-star is exported to many countries under the brand name

Suzuki Alto and Suzuki Celerio.

RITZ Live the moment

The Ritz combines modern European design, the latest in engine technology and Suzuki's

global expertise in compact cars. It is an exceptional blend of modern design and

practicality with its aerodynamic share and best-in-class headroom and legroom. The

K12M petrol engine and 1.3 litre DDiS diesel engine powering the Ritz are supremely

refined and silent.

he new Swift comes with a new platform that makes it longer and wider. Lighter body-

weight along with improved engine dynamics, leads to best-in-class acceleration and a

high power to weight ratio. While the plush, eye-riveting interiors add exuberance, the

new Swift gets an enhanced external appeal with futuristic styling yet retains the

SWIFT You are the fuel

characteristic sporty, bold and youthful DNA of 'brand Swift'. The new Swift is powered

by the advanced K-series and DDiS engines.

*Launched in August 2011

With its desirable exteriors and luxurious interiors, the DZire is a car that has everything

one can desire. The car comes with excellent handling and luggage space and a spirited

engine. It has reassuring security features such as dual front airbags, Anti-lock Brakes

System (ABS) and Electronic Brake-force Distribution (EBD).

DZIRE The heart car

SX4 Men are back

Revolutionary European design; world class "drive-by-wire" technology; most spacious

in its class; steering-mounted audio controls; maximum ground clearance in its class;

high on safety with dual airbags; Anti-lock Brake System (ABS) and Electronic Brake-

force Distribution (EBD) are the SX4's salient features. The recently added VVT

technology adds a feather to its crown. SX4 now also comes with a 1.3 litre diesel engine.

Kizashi with its dynamic contours mirrors an athlete in motion and makes a bold and

powerful impression. The fine balance of elegance and sportiness makes it a design

marvel. A product of in-house engineering and designing by Suzuki, it is India's first

sports luxury sedan. Powered by a 2.4 litre engine, the car has upscale interiors and

excellent safety features provided by the eight standard airbags.

KIZASHI

Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV

heritage to the next level. The Vitara model first hit the roads in Japan in 1988 as a 3-

door part-time four wheel drive . In its second avatar, the Vitara came armed with a

stylish design, superior engineering and a new name, the Grand Vitara.

NEW GRAND VITARA 2.4-Reloaded

OMNI Ab kamyabi se hai sirf omni bhar ka fasla

Omni is truly India's original MPV. Today it is available in five variants, 5 seater, 8

seater, cargo, ambulance and liquefied petroleum gas (LPG). It meets diverse needs

across different user segments and can double up both as a people carrier and a goods

carrier. It is easy on the pocket, yet tough on the job

Be it a short trip, a picnic or a drive to the market, things are always best enjoyed when

done with the family. Eeco has a perfect mix of power, style, space, comfort and safety

that ensures you and your family have an enjoyable experience every time. The Eeco is

available as a 5-seater and a 7-seater and in the cargo version as well.

EECO Happiness family size

With superb manoeuvrability, smooth handling and raw energy, packed into a sleek yet

rugged frame, the Gypsy King is the real adventure MUV whether ploughing through dirt

tracks, climbing formidable terrain or making way through city traffic. Maruti Suzuki is

proud to support the operations of the country's defence services with the tailor made

Gypsy King.

2.4) Market Profile of the MARUTI SUZUKI

There are Four major Competitors

Daewoo Motors India Ltd.

Hindustan Motors Ltd.

Mahindra & Mahindra Ltd.

TATA moters.

(1)Daewoo Motors India Ltd.

GYPSY KING There is a gypsy in everyone

The company was first established as National Motor in 1937 in Bupyeong-gu, Incheon,

South Korea. The name was changed to Saenara Motor in November 1962. Saenara was

assembling and selling Datsuns Bluebird P310.[1] Very first automobile company in

Korea, Saenara was equipped with modern assembly facilities, and was established after

the Automobile Industry Promotion Policy was announced by the South Korean

government in 1962.[2] Saenara Motor was then bought by Shinjin Industrial in 1965,

which changed its name to Shinjin Motors after establishing collaborations with Toyota.

After Toyota's withdrawal in 1972, Shinjin Motor started a joint venture with General

Motors under the name General Motors Korea (GMK), but was renamed again in 1976 to

Saehan Motor. GMK shortly sold their Rekord under the GMK marque, together with the

Holden Torana based Chevrolet 1700.

(2) Hindustan Motors Ltd.

Hindustan Motors is an Indian automaker based in Kolkata, West Bengal, India. It is

part of the Birla Technical Services industrial group. The company was the largest car

manufacturer in India before the rise of Maruti Udyog. It is the producer of the

Ambassador car, widely used as a taxicab and as a government limousine. This car is

based on the Morris Oxford, a British car that dates back to 1954. One of the original

three car manufacturers in India, founded in 1942 by Mr. B.M. Birla,it was a leader in car

sales until the 1980s, when the industry was opened up from protection. Manoj Jha was

the Managing Director and R.Yeshwanth. Mr.Manoj Jha stepped down from the post on

21 February '2012.It began in Port Okha near Gujarat, and in 1948, moved to West

Bengal. The Place is now Called Hindmotor.

(3) Mahindra & Mahindra Ltd.

Mahindra & Mahindra Limited (M&M) (BSE: 500520) is an Indian multinational

automaker headquartered in Mumbai, Maharashtra, India. It is one of the largest

automobile manufacturers by production in India and a subsidiary of Mahindra Group

conglomerate. The company was founded in 1945 in Ludhiana as Mahindra &

Mohammed by brothers K.C. Mahindra and J.C. Mahindra and Malik Ghulam

Mohammed.[3] After India gained independence and Pakistan was formed, Mohammed

emigrated to Pakistan where he became the nation's first finance minister. The company

changed its name to Mahindra & Mahindra in 1948.[4] It is ranked #21 in the list of top

companies of India in Fortune India 500 in 2011

(4)Tata Motors

Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45%

Tata Motors Limited is India's largest automobile company, with consolidated revenues

of USD 14 billion in 2008-09. It is the leader in commercial vehicles and among the top

three in passenger vehicles. Tata Motors has winning products in the compact, midsize

car and utility vehicle segments. The company is the world's fourth largest truck

manufacturer, and the world's second largest bus manufacturer with over 24,000

employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4

million vehicles in India.Tata Motors is the first company from India's engineering sector

to be listed in the New York Stock Exchange (September 2004), has also emerged as an

international automobile company. Through subsidiaries and associate companies, Tata

Motors has operations in the United Kingdom, South Korea, Thailand and Spain. Among

them is Jaguar Land Rover, a business comprising the two British brands which was

acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company,

South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial

Vehicles Company has launched several new products in the Korean market, while also

exporting these products to several international markets. Today two-thirds of heavy

commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata

Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach

manufacturer, and subsequently the remaining stake in 2009. Hispano's presence is being

expanded in other markets.In 2006, Tata Motors formed a joint venture with the Brazil-

based Marcopolo, a global leader in bodybuilding for buses and coaches to manufacture

fully built buses and coaches for India and select international markets. In 2006, Tata

Motors entered into joint venture with Thonburi Automotive Assembly Plant Company

of Thailand to manufacture and market the company's pickup vehicles in Thailand. The

new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck,

with the Xenon having been launched in Thailand in 2008. Tata Motors is also expanding

its international footprint by franchises and joint ventures assembly operations in Kenya,

Bangladesh, Ukraine, Russia, Senegal and South Africa. With over 3,000 engineers and

scientists, the company's Engineering Research Centre, established in 1966, has enabled

pioneering technologies and products. The company today has R&D centres in Pune,

Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. It was

Tata Motors, which developed the first indigenously developed Light Commercial

Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully

indigenous passenger car. Within two years of launch, Tata Indica became India's largest

selling car in its segment. In 2005, Tata Motors created a new segment by launching the

Tata Ace, India's first indigenously developed mini-truck. In January 2008, Tata Motors

unveiled its People's Car, the Tata Nano, a development which signifies a first for the

global automobile industry. Nano brings the comfort and safety of a car within the reach

of thousands of families. The standard version has been priced at USD 2,200 or

Rs.100,000 (excluding VAT and transportation cost). The Tata Nano has been

subsequently launched as planned, in India in March 2009.

CHAPTER 3

DISCUSSIONS ON TRAINING

3.1) Student Work Profile

Handling customer talking’s and maintaining company register.

Execution of home visits to the customer address along with sales

executive.

Knowledge about the finance process and the various check points.

Pitching of the various sales promotions.

Handling the road show @ pitampura along with sales team.

Visiting customer address to resolve the complaints raised and attaining

satisfaction note from customer.

Handling of customer meet and helping in organizing the event.

Helping the team members on distribution of maruti brands visit at the

mapped transport department office to observe the vehicle registration

process.

Handling of customer complaints.

Calling to customers where payment given at the time of booking has got

dishonored.

Visit @ workshop to observe the flow of process there

Understanding the process of new number plate registration process.

Understanding the insurance renewal process and the tariff chart with

exceptions.

Handling the case for insurance claim process

Preparation of daily report in the given format

Greeting and congratulating the customer at the delivery area

Handling cases related to registration of commercial vehicles.

Handling the accessories counter along with the team members

3.2) Key Learning From Training

1. A detailed project plan agreed before project commencement helped to achieve

successful delivery

2. Rigorous and flexible use of effective project techniques that incorporated project

planning, continuous monitoring and reporting of the progress, as well as effective

resource management. Allowed project management team to better control the entire

process as well as allow for more efficient change management

3. Shared vision contributing to creating a single purpose of vision necessary to deploy

a potent programme

4. Senior management support – a critical element. It brought in an additional sense of

importance and urgency. It also ensured that, if delivered successfully, the entire

organisation would benefit from the project

5. Effective relationship management due to the level of collaboration involved,

effective relationship management among the stakeholders, sponsors, outsourcers and

end-users cannot be over emphasised. Managing the relationship with external

outsourcing service providers was identified as being particular important

6. Effective change management that ensured smooth inter and intra-organisational

transformation

7. Effective management of multiple stakeholders where regular meetings with direct

stakeholders were carried out to ensure that all requirements and expectations have

been met, and any conflicts between stakeholder interests were resolved

8. Regular progress meetings which helped to evaluate stages in project development 

9. Effective and continued communication among the parties was sustained and helped

in leading to project success

10. Skilled and competent staff  - the empowerment and flexibility of staff to adapt to

the new environment, helped in achieving success in the complex IT projects.

11. User involvement – project managers should pay particular attention to the customer

side of the project delivery and ensure the continuous involvement of end users

throughout the project life-cycle

CHAPTER 4

STUDY OF SELECTED RESEARCHPROBLEM

\

4.1 )Statement of research problem

1. The present study can be extended to access the present marketing condition of

Indian automobile sector.

2. The study can be used to design a proper product, price, place and promotional

strategy for the market.

3. From the present study we can know the market share of different products and

accordingly formulated strategy to enhance it.

4. The result of marketing success can be interpreted to assess the rate of employee

satisfaction in various departments.

5. This study can be applied to find out an effective distribution channel to enhance

the sale of various products of Maruti motors.

4.2 )Statement Of Research Objective

The object of report is not only to focus on competitors but also to get the competitive

position in the national as well as international market through customer satisfaction.

These are as follows.

To discover and translate the needs and desire of customer into products and

services so as to create the demand of the product (through planning and

producing planned product).

To serve the customer through channel of distribution.

To face the keen competition.

To know about the marketing strategies used by Maruti Suzuki..

To know about the marketing strategies of the competitors of Maruti Suzuki

To find out the market share of Maruti Suzuki.

To know where Toyota stands as far as the BCG –matrix models concerned.

4.3) Reseach design and methodology

This project depends upon the primary as well as secondary sources which are as

follows. 

Primary Source:

Observation

Experiment

Talking with consumers,retailers and distributors.

Secondary Source:

Balance sheet of the company

Company website

SAMPLE SIZE AND AREAS COVERED

A customer-based survey was conducted in which 100 people were asked to fill the

questionnaire in which 50 people belong to cities of Delhi and GURGAON. Because it

was not possible to consider each and every person of those cities or of villages so,

PROBABILITY SAMPLE or RANDOM SAMPLE was taken.

STATISTICAL AND PRESENTAION TOOLS

PRIMARY DATA is represented:

First classified i.e. grouped qualitatively and quantitatively according to the

situation or the type of the data which was collected.

After classifying is represented in the form of tables i.e. systematically arranged

in columns and rows.

Some of the data is also graphically represented in the form of PIE DIAGRAM.

SECONDARY DATA is represented:

In the form of tables.

By the way of BAR GRAPHS and SUBDIVIDED BAR GRAPHS

(Graphical presentation).

CHAPTER 5 : ANALYSIS

OWNERS OF MARUTI SUZUKI

YES24%

NO76%

YES

NO

5.1) Data Analysis

1) PERCENTAGE OF MARUTI SUZUKI OWNERS

INFERENCE:

76% of the respondents were owners of Maruti Suzuki.

24% of the respondents were owners of others company.

2) CUSTOMER SATISFACTION RATING

CUSTOMER SATISFACTION

83%

17%

SATISFIED

DISSATISFIED

INFERENCE:

83% of the Respondents were satisfied with their cars and the services of

MARUTI SUZUKI

However 17% of the Respondents were dissatisfied at the same time.

3) PREFERENCES OF BUYING A NEW CAR

0

10

20

30

40

TOYOTA HYUNDAI MARUTI HONDA

PREFERENCES OF BUYING A NEW CAR

INFERENCE:

18% of the respondents would prefer to buy a Maruti Suzuki car against its

competitors.

37% of respondents preferred for Maruti Suzuki.

21% and 24% respectively preferred for Hyundai & Honda.

4 )WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT

MARUTI SUZUKI.

INFORMATION ABOUT MARUTI SUZUKI

12%

20%

13%

55%

DEALERS

PRINT MEDIA

T.V.

INTERNET

FUEL EFFICIENCY OF MARUTI SUZUKI

78

22

020406080

100

YES NO

INFERENCE:

Information through Internet and Print media accounts for more than half or 75%

of the information shared with the masses.

Rest 25% was shared by T.V. and Dealers for providing the information.

5) MARUTI SUZUKI CARS HAS THE MOST FUEL EFFICIENCY

FEATURES OF MARUTI SUZUKI

70%

10%

8%

12%

GOOD

VERY GOOD

NOT SO GOOD

SATISFACTORY

INFERENCE:

78% of the respondents felt that Maruti Suzuki has the most fuel efficiency.

While 22% felt it isn’t the most fuel efficient.

6) THE FEATURES OF MARUTI SUZUKI AS COMPARED TO OTHER

CARS

INFERENCE:

70% of the respondents felt that the features of the maruti suzuki are good.

While 8% of respondents thought it was not so good, 10% thought it was very

good and 12% felt satisfactory about the features.

FEATURES THAT BEST DESCRIBES MARUTI SUZUKI

1518

38

29

0

10

20

30

40

HANDLING FUELEFFICIENCY

DESIGN COMFORT

7) THE QUALITIES THAT BEST DESCRIBES MARUTI SUZUKI

INFERENCE:

Maruti Suzuki is best known for its design & comfort.

Then comes Handling and Fuel Efficiency

.

8) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI

INTERIORS OF MARUTI SUZUKI

74%

16%

3%7%

GOOD

VERY GOOD

NOT SO GOOD

SATISFACTORY

INFERENCE:

The interiors of maruti suzuki are very good according to 74% of the

respondents.

16% said it was very good, 7% said it was satisfactory and 3% felt it was not so

good.

9) WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST

CAR

WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST CAR

6015

10

15MAKE IT MOREFUTURISTIC

MAKE IT MORESPORTY

GIVE IT A RETROLOOK

GIVE IT ACONCEPT CARLOOK

INFERENCE:

To make it the best car in its class it should be made more futuristic

which was felt by 60% of the respondents.

15% of the respondents thought it should be made more sporty.

10% wanted it to have a retro look and 15% wanted to give it a concept

car look.

10 ARE YOU HAPPY WITH THE AFTER SALES SERVICES

PROVIDED BY

MARUTI SUZUKI.

HAPPY WITH AFTER SALES SERVICES PROVIDED BY MARUTI SUZUKI

85%

15%

HAPPY

UNHAPPY

INFERENCE:

Overall 85% of the respondents were happy with the after sales service

provided by Maruti Suzuki.

15% were unhappy with maruti suzuki due to poor after sales services

provided by them.

5.2 summary of findings

76% of the respondents were owners of Maruti Suzuki.

83% of the Respondents were satisfied with their cars and the services of Maruti

Suzuki However 17% of the Respondents were dissatisfied at the same time

18% of the respondents would prefer to buy a Maruti Suzuki car against its

competitors

Information through Internet and Print media accounts for more than half or 75%

of the information shared with the masses. Rest 25% was shared by T.V. and

Dealers for providing the information

78% of the respondents felt that Maruti Suzuki has the most fuel efficiency

70% of the respondents felt that the features of the Maruti Suzuki are good. While

8% of respondents thought it was not so good, 10% thought it was very good and

12% felt satisfactory about the features

Maruti Suzuki is best known for its design & comfort. Then comes Handling and

Fuel Efficiency.

If Maruti Suzuki is made more affordable then it would win more customers, a

theory which was backed by 72% of the respondents.15% and 13% respectively

want cheaper spare parts and more service stations.

To make it the best car in its class it should be made more futuristic which was

felt by 60% of the respondents.15% of the respondents thought it should be made

more sporty.10% wanted it to have a retro look and 15% wanted to give it a

concept car look.

CHAPTER : 6

SUMMARY AND CONCLUSIONS

6.1 ) Summary Of Learning Experience

In the beginning of our training we give our personal introduction and know about

the background of the Maruti Suzuki.

We get knowledge of Maruti Products currently in market.

We get the knowledge about the required documents for Buying a car.

what are the points we should remember at the time of buying a car.

We learn how to give demo to the clients.

6.2 ) Recommendations

Maruti Suzuki should adopt the defensive marketing strategy because as being the

second largest car producer in the international market,

Maruti Suzuki must at the moment carry out a feasibility study for launching a

vehicle in the domestic market where it has models like the Wegonar and alto

amongst others.

Maruti Suzuki should conduct market survey in Indian market for quails in order

to know the perception of Indian consumers.

Maruti Suzuki should adopt an offensive marketing strategy for entering in the big

car segment. This market is dominated by Maruti Suzuki and Hyundai in the

Indian domestic auto market.

Maruti Suzuki must plan out an ideal marketing producing capacity ,becaue it

faces the problem of over and under capacity in case of upturn and downturn of

the market.

.

APPENDICES

QUESTIONNARE

I am currently doing my project in MARUTI Company. As a part of my study I am

collecting information of the existing customers to know the consumers

perception on value added services provided by MARUTI. I

kindly request you to fill the following questionnaires.

(A )NAME

(B) ADDRESS

(C) CONTACT NUMBER

(D)INCOME GROUP

_________15,000-25,000 _________25, 000-50,000

_________50,000-75,000 _________Above 75,000

(1) DO YOU OWN A CAR?

o YES NO

IF YES, THEN WHICH ONE?

(i)TOYOTA (ii) HYUNDAI (iii) MARUTI

(2) HOW SATISFIED ARE YOU WITH THE SERVICES OFFERED BY

MARUTI SUZUKI ?

(i)SATISFIED (ii) DISSATISFIED

(3) IF SATISFIED, THEN ARE YOU HAPPY WITH THEIR CHARGES

AND TIMELY DELIVERY THEY WERE OFFERING?

(i)HAPPY (ii) UNHAPPY

(4) IF GIVEN A CHOICE TO CHOOSE A CAR COMPANY, WHICH

COMPANY WOULD YOU CHOOSE?

(i) TOYOTA (ii) MARUTI (iii) HYUNDAI

(5) WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT

MARUTI SUZUKI?

(i)DEALERS (ii) PRINT MEDIA

(iii)T.V. (iv)INTERNET

(6) DO YOU THINK MARUTI SUZUKI HAS THE MOST FUEL

EFFICIENCY?

(i)YES (ii) NO

(7) HOW DO YOU FIND THE FEATURES OF MARUTI SUZUKI AS

COMPARED TO OTHER CARS?

(i)GOOD (ii) VERY GOOD

(iii)NOT SO GOOD (iv) SATISFACTORY

(8) WHICH OF THESE QUALITIES DO YOU THINK BEST DESCRIBES

MARUTI SUZUKI?

(i)HANDLING (ii) FUEL EFFICIENCY

(iii)DESIGN (iv)COMFORT

(9) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI?

(i)GOOD (ii) VERY GOOD

(iii)SATISFACTORY (iv) NOT SO GOOD

(10) ACCORDING TO YOU WHAT SHOULD BE DONE TO IMPROVE

MARUTI SUZUKI ?

(i) MAKE IT MORE AFFORDABLE

(ii) CHEAPER SPARE PARTS

(iii)MORE SERVICE STATIONS

(11) ACCORDING TO YOU WHAT SHOULD BE DONE TO MAKE

MARUTI SUZUKI THE BEST CAR?

(i)MAKE IT MORE FUTURISTIC

(ii)MAKE IT MORE SPORTY

(iii)GIVE IT A RETRO LOOK

(iv)GIVE IT A CONCEPT CAR LOOK

(12) ARE YOU HAPPY WITH THE AFTER SALES SERVICES

PROVIDED BY MARUTI SUZUKI?

(i)YES (ii) NO

(iii) HAPPY BUT IT CAN BE BETTER

BIBLIOGRAPHY

Books:

Kotler Philips, Marketing Management: 30th Edition

Chabra T.N., Marketing management 2005

C.B. Gupta, Marketing management 2006

Magazines

Business standard Motoring May 2008 edition

Forbes India   Magazine

Internet:

www.google.com

www.marutisuzuki.com

www.yahoo.com

www.wikipedia.com