Chapter-1

INDUSTRY PROFILE

The automobile as we know it was not invented in a single day by a single inventor. The history of the automobile reflects an evolution that took place worldwide. It is estimated that over 100000 patents created the modern automobile. However, we can point to the firsts that occurred along the way. Starting with the first theoretical plans for a motor vehicle that had been drawn up by both Leonardo Da Vinci and Isaac Newton.In 1769, the very first self-propelled road vehicle was a military tractor invented by the French engineer and mechanic, Nicolas Joseph Cugnot used a steam engine to power this vehicle, built under his instructions at the Paris arsenal by mechanic Brezin for the French army, to haul artillery at a whopping speed of 2.5 mph on three wheels. The vehicle had to stop every ten to fifteen minutes to build up steam and boiler was separated from the rest of the vehicle and placed in front.The following year 1770, Cugnot built a steam-powered tricycle that carried four passengers. About 250 million vehicles are in use in the United States. Around the world, there were about 806 million cars and light trucks on the road in 2007, consuming over 260 billion gallons of gasoline and diesel fuel yearly.In the opinion of some, urban transport systems based around the car have proved unsustainable, consuming excessive energy, affecting the health of populations, and delivering a declining level of service despite increasing investments. Many of these negative impacts fall disproportionately on those social groups who are also least likely to own and drive cars. TheAutomotive industryinIndiais one of the largest in the world and one of the fastest growing globally. India manufactures over 11 million vehicles (including 2 wheeled and 4 wheeled) and exports about 1.5 million every year.It is the world's second largest manufacturer ofmotorcycles, with annual sales exceeding 8.5 million in 2009.India's passenger car and commercial vehicle manufacturing industry is theseventh largest in the world, with an annual production of more than 2.6 million units in 2009.In 2009, India emerged asAsia's fourth largest exporter ofpassenger cars , behindJapan ,South Korea , andThailand.As of 2009, India is home to 40 million passenger vehicles and more than 2.6 million cars were sold in India in 2009 (an increase of 26%), making the country the second fastest growing automobile market in the world. According to the Society of Indian Automobile Manufacturers, annual car sales are projected to increase up to 5 million vehicles by 2015 and more than 9 million by 2020.By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on thenation's roads.

INDUSTRY PROFILE of Skoda Auto Ltd. At the beginning of December 1895 the mechanic Vaclav Laurin and the book-seller Vaclav Klement, both bicykle enthusiasts, started manufacturing bycycles of their own design, patriotically named Slavia in the nationalist atmosphere of the ond of the 19th century. A few years later, in 1899, the Laurin & Klement Co. began producing motorcycles, wich were soon succesful and gained several racing victories. After initial experiments at the turn of century, producing of motorcycles was gradually replaced by automobiles from 1905 onward.Like the motor cycles, the 1st Laurin & Klement automobile, the Voiturette A was a full success, later becoming the archetype of Czech automobile classic. It soon formed a stable position for Company in the developing international automobile market, so that the Company could soon start operating on a wide scale. The volume of the production increased and soon exceeded the potential of a private enterprise, and in 1907 the founders of the Company initiated conversion to a joint-stock company. The international character of SKODAs operations became increasingly important. The production facilities were extended constantly and after 1914, SKODA took part in the production for the armed force.Due to the countrys economic development, the joint venture with a strong industrial partner became essential in the nineteen twenties in order to strengthen and modernize the Company, which was at that time producing numerous types of passenger cars, trucks, busses, airplane engines and agricultural machinery. In 1925, fusion with the Pilsen SKODA Co. was accomplished, marking the end of the Laurin & Klement trademark. In early 1930s, the automotive business was again organized as a separate joint-stock company within the SKODA Group (Automobile Industry Co., ASAP). After the crisis, the Company achieved a break-through with the Type SKODA Popular.The German occupation in 1939 to 1945 caused a considerable disruption in the history of the company, which was integrated into the industrial structure of the German Empire. The civilian production programme was immediately limited and production was turned to its needs.In the course of a large-scale nationalisation which began immediately after the end of the war, the Company became a national enterprise named AZNP in 1946. Within the political and economic changes of that time, it acquired the monopoly of passenger car production.

Based on the traditional production processes and past success, the Czechoslovak economy managed to maintain a relatively good standard in the post/socialist period for several decades, in spite of the changes brought about by planned economy and efforts at unduly rapid growth. This standard only became questionable towards the end of the nineteen sixties due to development of new technology in the western world. The permanent stagnation of the economy started after the seventies, also affecting the Mlada Boleslav automobile manufacturer in spite of the companys leading position in the East Europe marker. Production grew again only when the model range SKODA Favorit went into production in 1987.After the political changes of 1989, under the new market economy conditions the Government of the Czechoslovak Republic and the management of SKODA began to search for a strong foreign partner whose experience and investments would be capable of securing long-range international competitiveness of the company. In December 1990, the Government decided on cooperation with the German Volkswagen Group. The SKODA - Volkswagen joint venture began to operate on 16 April 1991 under the name SKODA, automobilova as, becoming the fourth brand of the Volkswagen Group alongside VW, AUDI & SEAT.

Skoda Auto India Pvt. Ltd.SKODA Auto India started its operations in India on November 16, 2001. They opened their manufacturing unit in Shendra, on the outskirts of Aurangabad, thus setting their foot on the Indian soil. SKODA is based in the Czech Republic and was established in the year 1895. However, in 1990, the Czech Government decided to collaborate with a foreign brand and so in 1991 SKODA Auto became a subsidiary of Volkswagen and accordingly became its fourth brand along with Volkswagen, Audi and SEAT. Entering the Indian market in 2001 was highly beneficial for both SKODA and Volkswagen.

SKODA India, until now has introduced five product lines including the flagship SKODA Superb, SKODA Laura, SKODA Rapid, SKODA Yeti and the SKODA Fabia.

InfrastructureThe first vehicle left our factory in Mlada Boleslav in 1905 and millions of others have followed it throughout the companys more than one hundred years of existence. The companys registered office and automobile development department have remained in the companys home town, but production has also spread to many other places, cities and countries over time.

Two more production plants were established at Kvasiny and Vrchlabi in the Czech Republic (at that time, it was still Czechoslovakia) prior to the Second World War. In recent years, production has especially expanded into the developing markets which account for a large amount of automobile sales: for example, in China, India and Russia. The SKODA Citigo vehicles are also newly manufactured at the Volkswagen Concerns production plant in Bratislava, Slovakia.

Responsibility for the environment is part of the SKODA company strategy you cant be a part of todays globally interlinked world without taking up your part of responsibility for the environment and the future of next generations. Thats why SKODA wants to bring its customers cars that are not only safe, practical and comfortable, but also environmentally friendly. In the whole development process, we try to minimize both the fuel consumption and exhaust emissions, and we use state of the art technologies to make it happen.

All our engines, both petrol and diesel ones, are able to conform to the most stringent emission standards and thanks to sophisticated solutions, like turbo charging or direct fuel injection, offer outstanding performance while retaining low fuel consumption. Our diesel engines can be equipped by direct particulate filters (DPF) and those who put emphasis on low running costs and ecology; we have prepared special eco Green Line models and Green Tec variants.

But we also keep thinking about the future, so we try to develop further ways to save our customers wallets, as well as the environment. One of the ways to do it is, for example, our programme of testing the fleet of ten Octavia Green E Line electric vehicles, which will serve us in development of future electric vehicles and hybrids.We also try to make our production process as environmentally friendly as possible, and we pay great attention to the fate of our cars after the end of their useful life, either by their disposal or maximum use of recyclable materials.Chapter-2COMPANY PROFILE of TAFE Access Limited

TAFE Access Limited

Group: TAFE Access Limited is a wholly owned subsidiary of TAFE involved in the manufacture and marketing of hydraulic pumps and cylinders and panel instruments to discerning customers both in India and overseas and its getting proud to introduce that its one among the 48 groups companies of AMALGAMATION GROUP.

It has a Vehicle franchise division that markets TATA passenger vehicles in specific towns in Tamil Nadu and Skoda cars in Bangalore. TAL's hydraulic pumps and cylinder plants are located at kelambakkam near Chennai and its panel instruments plant is located at Velachery near Chennai.Tractors and Farm Equipment Limited (TAFE)Tractors and Farm Equipment Limited (TAFE), a US $1.6 billion tractor major incorporated in 1960 at Chennai, India, is the third largest tractor manufacturer in the world and the second largest in India by volume. TAFE wields 24% market share of the domestic tractor industry, with a sale of over 148,000 tractors (domestic and international) for the year 2011-12.

TAFE's partnership with AGCO Corporation and the Massey Ferguson brand for 52 years, a first in the tractor industry, is a stellar example of TAFE's commitment to its values of building long-term relationships with its stakeholders, through fair and ethical business practices. TAFE exports to over 77 countries, including developed countries in Europe and the Americas.

Besides tractors, TAFE and its subsidiaries have diverse business interests in areas such as diesel engines, batteries, transmission components, panel instruments, engineering plastics, hydraulic pumps and cylinders, passenger vehicle distribution and plantations. In June 2005, TAFE acquired the Eicher tractor business based at Bhopal (Madhya Pradesh), its engines plant at Alwar (Rajasthan) and the transmissions plant at Parwanoo (Himachal Pradesh), through its wholly owned subsidiary TAFE Motors and Tractors Limited (TMTL).TAFE's first overseas plant went on stream in September 2010, at Manisa, Turkey.

TAFE stands today, as a dynamic multi-brand giant, moving towards US $2 billion revenues in 2012-13. Its strong core competencies of engineering expertise, manufacturing mettle, and technological prowess have won the trust of farmers worldwide. TAFE's exacting performance standards drive technological innovation and superior product design. TAFE is fully committed to the Total Quality Movement and is one of the foremost companies in this sector to receive the ISO 9001 certification. Three of TAFE's Indian tractor plants are certified under ISO14001, in recognition of their environment friendly operations.

Among the many accolades and awards received by TAFE, TPM Award for Excellence from Japan Institute of Plant Management, the NIQR award received for quality, CII-Exim Bank Commendation for Significant Achievement on the journey towards Business Excellence and the Regional Contributor award for quality supplies from Toyota Motor Company, Japan, and stands prominent. TAFE is part of the Amalgamations Group based at Chennai, comprising of 41 companies, and is one of India's largest light engineering groups.

2.A) BACKGROUND AND INCEPTION OF THE COMPANY

TAFE ACCESS LIMITED is the subsidiary sister company of Tractors and farm equipment (TAFE), and its getting proud to introduce that its one among the 48 groups companies of AMALGAMATION GROUP.Company: The TAFE ACCESS LIMITED is an authorized dealer passenger vehicle of SKODA CARS.Management: Family Directors, the company head and other officers authorized by them to manage the operations of TAFE ACCESS LIMITED.TAFE ACCESS LIMITED started its operation on 2001 in Bangalore on the tie up with SKODA CARS.

2.B) NATURE OF BUSINESS CARRIED TAFE ACCESS LIMITED an authorized dealer passenger vehicle of SKODA CARS. They are into sales of the skoda cars in Karnataka and Tamilnadu. TAFE ACCESS LIMITED has tie up with skoda cars and they are authorised in sales and services of all the skoda cars. TAL is one of the main skoda car dealers in Karnataka and Tamilnadu. They also have authorised service centres for servicing of the skoda cars. TAFE ACCESS LTD provides five models and their variants for the purpose of sales, there is a display and also provision of a test ride so as to help customer take a live test of the performance of the vehicle and select an appropriate model for them. Also all types of spares are available for the purpose of repairs and replacements required during the process of service.2.c) VISION, MISSION AND QUALITY POLICY Vision: To be the number one passenger car dealership company in India by rendering quality service.TAFE ACCESS LIMITED has a vision of becoming the number one passenger car dealership company in India, by rendering a promising customer satisfaction and mainly rendering a high quality service to its customers.Mission: To achieve HIGH CUSTOMER SATISFATION by offering COMPLETE AND RELIABLE AUTOMOTIVE ADVANTAGE in all aspects of sales to customers. TAL has its mission to achieve the vision. It has a mission of achieving high customer satisfaction through offering its customer with promising and prompt services. TAL offers complete and reliable automotive advantage to its customers, thus gaining a lot of customers and prevailing a harmonious relationship with them. Goals: Our goal is EXCELLENCE THROUGH CONTINUOUS IMPROVEMENT.TAL mainly concentrates on improving continuously through its different improvement programs. Quality policy: TAFE ACCESS LIMITED strongly believes that a well-trained and efficient workforce is crucial for the development of any institution. As such, TAFE ACCESS LIMITED will always strive to attract and retain employees of the highest calibre.To achieve this, TAFE ACCESS LIMITED will recruit all levels of staff strictly on merit. After their engagement, the trust will further provide them with opportunities to advance skills and professional expertise as well as give them adequate exposure.

2.D) PRODUCTS / SERVICE PROFILE TAL deals with all the Skoda cars.Skoda auto is an automobile manufacturer based in Czech Republic. It was founded by valvac Laurin and Valvac clement in 1895. It is one of five oldest companies that begun producing cars and has anunbroken history together with Tatra, Daimel, Opel and Peugeot. Skoda became a wholly owned subsidiary of the Volkswagen group in 2000. It is positioned as an entry brand to the group.Current Skoda car models: Skoda Fabia Skoda Rapid Skoda Laura Skoda Yeti Skoda Superb

Product profile:Skoda Fabia:

Skoda Fabia is premium hatchback, which is also known as the Super Hatch. The car has been introduced with three types of engine. Both diesel and petrol variants of Skoda Fabia are available in India. High torque, seamless power and low fuel consumption makes the Fabia, one of the most desired models. Soft padded dashboard and premium upholstery are the main interior highlights. The Fabia was also awarded as the Best Compact Car of the year.

Skoda Rapid:

Skoda Rapid has been launched by Skoda in the C segment of the Indian automobile market. In People's choice Car and Bike awards 2011 the Rapid received Sedan of the year award. It was also conferred with the Family Car of the Year award at Top Gear Awards 2011. Both petrol and diesel models of Rapid are available in India. Apart from decent mileage, the car also delivers high acceleration.Skoda Laura:

Skoda Laura is a 5-seater luxury sedan, which comes in both diesel and petrol variants. Powerful engine of Laura helps it deliver excellent performance in any driving condition. Body coloured bumpers, alloy wheels are the main exterior features of the luxury sedan. The car attained Best Variant of the Year at the Auto Build India Golden Steering Wheel Awards 2010. At the Overdrive - CNBC TV18 Awards 2010, Skoda Laura received Midsize Car of the Year award.

Skoda Yeti:

Skoda Yeti is the powerful SUV, which is a combination of style and comfort. Packed with many advanced features, the Yeti attracts the SUV lovers. It has a powerful diesel engine under its hood, which helps it take all types of off-roading challenges. Soon after its launch, the SUV bagged many awards like Car of the Year by BBC Top Gear, Compact SUV of the Year at NDTV Car & Bike award and Design of the Year by Economics Times Zigwheels.

Skoda Superb:

Skoda Superb is a luxury sedan, which is a perfect combination of design and luxury. Available in diesel and petrol models, the Skoda Superb delivers excellent performance. It has climatronic air conditioning with electronic regulation due to which different temperatures can be adjusted for the driver and passengers. At ET Zigwheels Awards 2009, it received Executive Sedan of the Year and Best Fun to Drive Car of the Year award.TAFE ACCESS LIMITED currently is dealing with all these models of cars of Skoda. It involves in sales and services of all these models of Skoda cars.Services: TAFE ACCESS LIMITED offers services to its customers as follows: Car Loan Services: TAL is associated with many banks to help its customers by providing them assistance in taking the car loans. They help the customers in getting the best loan schemes and making the loan process easier.

Car Insurance: TAL is associated with many of the insurance companies and help its customers getting the car insured under the best insurance plan.

Car Accessories: TAL also provides with the automobile accessories.

Car Maintenance: TAL provides the customer with the car servicing centres helps its customers in maintain the car.2.E) Area of operations:TAFE ACCESS LTD has a wide area of operations; it has its branches in Karnataka and Tamil Nadu. 2.F) Ownership pattern: TAFE ACCESS LIMITED is the wholly owned subsidiary sister company of Tractors and farm equipment (TAFE), and its getting proud to introduce that its one among the 48 groups companies of AMALGAMATION GROUP. The TAFE ACCESS LIMITED is an authorized dealer passenger vehicle of SKODA CARS.2.G) Competitors information:Now a day there is huge competition in automotive field, all the car dealers pose competition to TAL. All the other car dealers including the Skoda car dealers are the competitors to the TAFE ACCESS LIMITED. Some of the competitors to TAL are: METRO FORD (FORD cars ) VINAYAK CARS (SKODA cars) INDIA GARAGE (MAHINDRA cars) ADHVAITH HYUNDAI (HYUNDAI cars) NANDI TOYOTA (TOYOTA cars) MANDOVI MOTORS (MARUTI SUZUKI)These are few of the many competitors of TAFE ACCESS LIMITED. 2.H) Infrastructural facilities:TAFE access LTD is one of the Skoda auto mobile dealers in Karnataka. It has the following infrastructural facilities. Attractive feature of TAFE access LTD is located in heart of the Bangalore in St Marks road which is convenient for most customers. TAFE access LTD is well established since from a long time and is equipped with all the modern infrastructure facilities and has a land space area of showroom 80ft. X110ft X 2 floors. Service station 80ft.X 110ft. X 2 floors. TAFE access LTD has all modern State of Art equipments in order to provide better service to customers and reduce the work load to the employees. It has huge storage space in order maintain the demanded spare parts and vehicles.Office Services and EquipmentComputersAll computers should be strictly used for official purposes. Only authorized persons may access the computers. GAMES ARE STRICTLY PROHIBITED. Private diskettes are not allowed to be used on TAFE ACCESS LIMITED computes except with granted permission and upon scanning for viruses. Permission must be sought from the Finance Manager for borrowing of portable computers equipment or accessories.TelephoneAll personal calls are strictly prohibited. It is important that the receptionist is notified of all calls so that they are charged appropriately.FaxAll faxes must be made by the receptionist and recorded appropriately.PhotocopierA photocopier is available throughout the day to meet photocopying needs. It is to be used for official use but could be used for limited personal use. The Finance and Administration manager should authorize any personal use. All official copies made should be entered in a register organized per department.E-mail and Internet FacilitiesAn E-Mail service is available for official use but staff is allowed to use it for personal mail, strictly during the work breaks-lunch break or attend of the day.Mail All incoming mail and hand deliveries are received and stamped the date of receipt before being filed on the running file and distributed to the respective persons. All outgoing mail must be photocopied and filed before being sent out.2.I) Achievements & Awards:As a manufacturer of city cars, Skoda has won many awards and trophies over the last century. Skoda worldwide and Skoda India have differentiated themselves in the last couple of years. In 2009 Skoda Auto launched the Skoda Superb in New Delhi. Some of the companys accomplishments are as follows:Skoda India achieved the Car of the Year and Compact Car of the Year Award as well as the Active Small Car of the Year for the Skoda Fabia, a hatchback. The company was awarded these by the CNBC-TV 18 Company.In the Premium Mid-size car segment, Skoda India was awarded the TNS Voice of the Customer Award for Skoda Octavia petrol engine.In 2006, Skoda received four awards three were for the Skoda Laura: the Most Technologically Advanced Car, the Executive Car of the Year, and the Auto Tech of the Year and the fourth award was for the Skoda Superb Turbo Diesel: the Best Variant.

2.J) Work flow model of TAFE ACCESS LTDProcess of sales work by Sales Consultant

2.k) FUTURE GROWTH AND PROSPECTS: TAL has the following growth prospects: TAL aims to become the leader in car dealing segment. TAL wants to achieve highest market share. TAL wants to expand its business in various untouched areas all over India.McKinsey 7S Model

The 7-S-Model is better known as McKensy 7-S because the two persons who developed this model, Tom Peters and Robert Waterman, were the consultants at McKensy & company when they developed the 7s model in the late 1970s. They published their 7-S-Model in their article Structure Is Not Organization (1980) and in their books The Art of Japanese Management (1981) and In Search of Excellence (1982).In the figure next page there are seven elements are distinguished in so called hard Ss and soft Ss. The hard elements (blue circles) are feasible and easy to identify. They can be found in strategy statements, corporate plans, organizational charts and other documentations.The four soft Ss (green circles) however, are hardly feasible. They are difficult to describe since capabilities, values and elements of corporate culture are continuously developing and changing. They are highly determined by the people at work in the organization. Therefore it is much more difficult to plan or to influence the characteristics of the soft elements. Although the soft factors are below the surface, they can have a great impact of the hard Structures, Strategies and Systems of the organization.

Structure: Organization StructureThe structure of the organization represents the hierarchy of the organization. It represents the reporting system of the organization.Various Department Functions of TAFE Access LTD Finance/ Account Department Sales Department Service Department Spare parts Department HR Department

Skill: The Company as a whole is very much skilled with the availability of intellectual man power and resources. The company is capable of competing with all other competitors in the market.In this frame work skill refers to the distinct capabilities or dominant attribute that distinguish a firm from other.Skills at TAFE ACCESS LTDFriendly knowledgeable staff Although many firm claim to have a competitive advantages with their staff, high quality knowledgeable employee are especially important for customer focused operation.

Minimum qualification for sales person

Graduate or diploma holder Good communication skill Good attribute Ability to learn skill

Suggestive development

They strongly believe in employee involvement for the progress and growth of the company. It encourages its employee to offer them valuable suggestion that lead to outstanding overall performance.Style: The management of TAFE Access LTD is employee oriented and they strongly believe in the We concept. The union receives continuous feedback from the workers and decides on the change in strategies. The management has a democratic style of functioning.Based on the personal observation the style of the organization can be defined as innovative, flexible & team oriented. Lean and flexible organization Development of team members Free flow of communication Fair administrative system

Strategy: Strategy sets out vision, mission, objectives, major action plans and policies of the entire enterprise. These set out the picture of the organization in the future .Strategy is a choice of direction and action; the company adopts to achieve its objectives in a competitive situation. The TAL strategy is that they spend more money on customers as gift vouchers and feels customers to buy the product for the next purchase as well and the plan devised to maintain and build competitive advantage over the competitors. A strategy will satisfy the customer with the excellent service and to make best CAR DEALERSHIP COMPANY in Bangalore city.

System: TAFE access LTD uses complete systemized processes in all fields like quality control system, performance measurements systems etc. The data pertained to various departments is kept in accordance with the standards set by TAFE access LTD COMPANY. The company maintains a complete database of day-to-day operations and the data is stored in the system as a backup file for future reference. The union is using biometric and software security service.Service:

In service there are following seven steps for customer and they are1. Customer appointment2. Receiving the vehicle3. Writing down the repair needs4. Monitoring the workflow5. Delivery of the vehicle6. Free service campaign7. Mobile services

Administration and human resource Human resource planning Man power planning Training and development Performance appraisal Suggestion and rework system

Employee relation Communication Motivation Recruitment

Employee service

Compensation and benefits Employee welfare General administration SecurityFinance and Accounta. Finance Depositing and disposing of funds Cash payment

b. Accounts Internal audit External audit

a. Sales

Here the focus is showroom sales wherein unexpectedly customer walks in and also to those customers who visit for routine service. To see that customer are handled efficiently.b. Marketing

To fulfil companys long term business objective appropriate marketing strategy are formulated and implemented. Also various routine sales activities are monitored through sales administrative group.Purchase

c. Purchasing and planning

overall planning cost planning

Staff: The staff is very active and they help management achieve its short term and also aids in achieving the long term goals too. The employees are very punctual to the work and the rates of accidents are very less. All the staffs are provided with the uniform by the Skoda auto which they wear punctually. There are more than 70 employees working in the TAL and they are divided into teams to achieve the sales targets. Different teams are given targets respectively and they make team efforts in achieving them.

Shared Value: Values refer to the institutional standards of behaviour that strengthen commitment to the vision, and guide strategy formulation and purposive action. In terms of this belief, profit is a means rather than an end in itself a compensation to owners of capital linked to the effectiveness of contribution to society and the essential ingredient to sustain such enlarged societal contribution.

TAFE ACCESS LTD believes in rendering a promising customer satisfaction and mainly rendering the high quality service to its customers. It also aims in achieving the highest customer satisfaction by offering them a complete and reliable automotive advantage to its customers, thus wants to have a harmonious relationship with the customers.

Chapter-4SWOT ANALYSIS:Strength:1. Excellent brand image and marketing of Skoda cars in south India.2. Highly experienced player in the car dealership segment.3. Widespread distribution network across south India.4. Excellent sales forces who are achieving lot of sales compared to competitors.5. Financial support of the mother company TAFE.6. TAFE ACCESS LTD also enjoys the brand image of its mother company TAFE.7. Timely delivery.8. It is located in heart of the city it can be easily identified and convenient for customers.9. Servicing facilities are versatile and can very quickly scale up the service and deliver the vehicles to customers timely.Weakness: 1. No Proper Advertisements.2. Fewer models of car to market.3. They have the potential but did not extend in other parts of the state.4. As the customers expectations are increasing day by day it has become difficult to satisfy them completely.

Opportunity:1. Huge market to acquire.2. Expansion of business in other parts of India.3. Competing with the other car models which has low brand recognition.4. Skoda has brand equity all over the world; TAL has this added advantage to market the Skoda cars.5. The service centres can be extended with some adequate training of mechanical workers.Threats:1. Previously there where very few dealers. Now so many other dealers have come up in the market and pose a threat.2. Change in customer demand.3. Change in the taxation policy by both the central and state governments.4. There is lot of competition in four wheeler section every company is coming with new model every year.5. Entry of international branded cars.6. Presence of other motor cars that has a strong brand presence too.Chapter-5 Analysis of Financial Statement:

Income statement for the year ended 31st December 2011(In million)PARTICULAR31/12/201031/12/2011

Sales231742203695

Cost of sales201765180343

Gross profit2997723352

Distribution expenses116139449

Administrative expenses55044666

Other operating income83476134

Other operating expenses39834336

Operating profit1722411035

Financial income27901580

Financial expenses28591400

Financial result69180

Profit before income tax1715511215

Income tax expenses28671811

Profit for the year142889404

Balance Sheet as on December 31 2011(In million)Particulars31/12/201031/12/2011

Intangible assets1353112852

Property, plant, and equipments4539741512

Investments in subsidiaries2471388

Investments in associates23522352

Other receivable and financial assets11521538

Deferred tax asset1762347

noncurrent assets6444159989

Inventories84378660

Trade receivables116959724

Other receivables and financial assets2689314638

Cash and cash equivalents2410529256

Current assets7113062278

Total assets135571122267

Equity and liabilitiesshare capital1670916709

Share premium15781578

Reserves6212057395

Equity8040775682

Noncurrent financial liabilities30003000

Other noncurrent liabilities49651448

Noncurrent provisions73616304

Noncurrent liabilities1532610752

Current financial statements107107

Trade payables2446622829

Other current liabilities46763731

Current income tax liabilities11841138

Current provisions94058028

Current liabilities3983835833

Total equity and liabilities135571122267

Ratio Analysis:1. Gross Profit Ratio2010Gross Profit Ratio = Gross Profit x 100Net Sales = 29977 = 12% 2317422011Gross Profit Ratio = Gross Profit X 100Net Sales = 23352 = 11% 203695 In the year 2010 gross profit was at 12 % but in 2011 it got decreased to 11 %

2. Net Profit Ratio

2010Net Profit Ratio = Net Profit x 100 Net Sales = 14288 = 6.16% 231742

2011Net Profit Ratio = Net Profit x 100 Net Sales

= 9404 = 4.61% 203695In 2010 net profit ratio was 6.16% but got decreased to 4.61% reason is decrease in sales.3)Current Ratio2010Current Ratio = Current Asset x 100Current Liabilities = 71130 = 1.785 times 39838

2011Current Ratio = Current Asset x 100 Current Liabilities = 62278 = 1.73 times 35833

In 2010 the ratio of current ratio was 1.785 but in 2010 it got decreased to 1.73 which is negligible ratio

4)Networking Capital2010Networking Capital = Current Asset - Current Liabilities x 100 Sales = 71130 - 39838 = 13.50 231742

2011Networking Capital = Current Asset - Current Liabilities x 100 Sales = 62278 - 35833 = 12.98203695In 2010 the working capital was 13.50 but in 2011 it got decreased to 12.98 which is a worrying 5)Total Asset Turnover

2010 Total Asset Turnover = SalesTotal Asset = 231742 = 1.70 135571

2011Total Asset Turnover = SalesTotal Assets = 203695 = 1.66 122267In 2010 the asset turnover ratio was 1.70 but in 2011 it got decreased to 1.66 the decrease of 0.04 which Is negligible.

Chapter -6Learning Experience The learning Experience during the project was very much useful as the curriculum does not give practical applicability. Working on the project helped me to gain the knowledge regarding departments of the company. All the staff in the company were co-operative and were very keen on explain each concept. The four weeks of the study gave an opportunity to know about the Skoda cars and after sales service of TAFE ACESS Ltd. It was an opportunity to know how managers managed number of employees and operations to run the company with good returns. it was a good exposure to know the working conditions of the organization. The most difficult experience was at the time of survey where most of the respondents were not interested to give the inputs, some very cooperative and some were not showing any interest to fill the questionnaire. So this made the survey as the most difficult thing in marketing.It was very helpful to know about the Skoda cars and after sales service of TAFE ACESS Ltd. Different types of dealers involved in the sales of Skoda and other cars .Thus the study was very helpful to know about the different activities take place in different departments .This study was very helpful in the future to build our career.

Part BChapter-1General introduction

Chapter -2

1.1)STATEMENT OF THE PROBLEM

The purpose of conducting this research is to get the actual idea about the experiences of customers and their satisfaction level with Skoda cars. What types of problem they face after purchasing the vehicles. The purpose of conducting this research is also to find out expectations of customers for TAFE ACESS LTD. Users were selected and then the analysis was formed regarding the peoples beliefs, satisfaction and expectations about the TAFE ACESS LTD and Skoda cars.

This was basically the problem that was discovered to conduct this project i.e. Customer satisfaction survey for Skoda cars and TAFE ACESS LTD. 1.2)OBJECTIVE OF THE STUDY 1. To Conduct customer satisfaction survey for Skoda Cars.2. To find out customer expectation from Skoda Cars.3. To study the factors those satisfy and delight the customer4. To find out problem faced by customers.5. To understand the customers requirement from the Skoda Cars.6. To find customer satisfaction of after sales service .

1.3)SCOPE OF THE STUDY

The customer is always right. This is incontrovertible. Customer belongs at the heart of every business because without them there is no business. Without their money, there is no exchange. Therefore, for any company, the customer is the starting point that influence very move.

Marketing is based on this logic. It is process by which a company finds out what its customers want and need, and then delivery it in a way that that makes as much profit as possible.

Because marketing focuses on customers, the heart of every business and sources of all income, it follows logically that marketing as a mere function of business to be performed intermittently.

By focusing on different customers, a marketing orientation gives a company an edge over those who focus more on different products. Marketing opportunity arise when customer wants and need arise. There is no point in trying to sell something for which there is no demand. The production process must be informed by customer demand. Customer will not often buy just because it is exist.

Customers are satisfied when offered what are needs. In practice, they are not all that easy to please. Marketing is also about predicting what customer will want and need in the future. It is native have to think that customers needs and want remain constant; adopting the customer-focused approach to a business will involve change.

As psychiatrists have noted, change is always stressful but often necessary. Wants and needs change along with markets, product, and cultures. The SLEPT FACTOR (social, legal, economic, political, and technological) can affect the behavior of customers, the market they form, and the ways in which a company can respond. To stay ahead of competition, a change in outlook must occur. Innovation should be encouraged.

Marketing has been conceptualized and accepted as an activity directed at satisfying need and wants through exchange process. The Marketing Concept is essentially the satisfaction of the customer needs through integrated marketing with the intend to satisfy the customers while earning the profit. The basic idea isthat a satisfied customer will likely to repurchase, leading to increase sales and share for the firm. Integrated marketing activities aimed at producing customer satisfaction include what have been referred to as 4 Ps of marketing, namely product, promotion, price & place.

Generally marketing is conceder as the Primary functional area in the firm that works to satisfy the firms customers. It is true that customer satisfaction is the result of total marketing efforts, industry hasgenerally failed to recognized the importance of customer as provided by physical distribution to the customer satisfaction and has not effectively integrated customer service with the other component of marketing mix.

Customers expectations:

Customers expectations are continuously increasing brand loyalty is a thing of past. Customer seek outproducts and producers that are best able to satisfy their requirements.

Customer perceived value:

Customer perceived value is difference between the prospective customers evaluation of all the cost of an offering and the perceived alternatives. Total customer value is perceived monetary value of the bundle of economics, functional and psychological benefits customer expect from the given marketing offering.

Delivering high customer value the key to generating high customer loyalty is to deliver high customer value. According to Michel Lanning, a company must design a competitively superior value deliver system.

Customer satisfaction:

Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a products perceived in relation to his or her Expectations. In general, if performance of the products matches the expectations, the customer is said to be satisfied.

Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectations. In a competitive marketplace where business complete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If performance exceedsExpectations, the customer is said to be highly satisfied or delighted. If the performance falls short of expectations, the customer is said to be dissatisfied.

Measuring customer satisfaction:

Organizations are increasingly interesting in retaining existing customers while targeting non-customers measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the market place. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and Physical variables which correlate with satisfaction can also vary depending on Other options the customer may have and other products against which the Customer can compare the organizations products.

Importance to measure customer satisfaction:

While is it is critical to be in sync with the overall business objectives of the Organization, it is also critical to be in tune with information requirements of users, and the value they find in services provided by the info center. In order to be perceived as integral assets to their organizations, most information professionals are concerned with expanding their activities, and serving more customers better.

Building on a loyal customer or user base is the best and easiest way to grow your business. Just as companies find it costs approximately five times more to acquire new customers than it costs to keep a customer, Info Centers will find it most cost effective to grow by building on the services now provided to loyal, committed customers. To continue earning that customer loyalty, information professionals must keep tabs on the satisfaction levels and perceptions of value held by Info Center users. Strategies to develop the new business should always be balanced by strategies to retain existing business and ensure ongoing satisfaction of existing customers. There is an also real bottomline reason for measuring customer satisfaction. Positive results from customer satisfactions studies will make a strong statement in support of continued funding for Info Center activities.

Tools for measuring Customer Satisfaction:

Complaint and Suggestion Systems:

A customer-centered organization makes it easy for customers to register suggestions and complaints. Companies also using web sites and e-mail for quick two-way communication.

Customer Satisfaction Survey:

Responsive companies measure customer satisfaction directly by conducting periodic surveys.

Ghost Shopping:

Companies can hire people to pose as potential buyers to report on strong and weak points experienced in buying the companys and competitors products. These shoppers can even test the companys sales personnel handle various situations.

Lost Customer Analysis:

Companies should contact customers who have stopped buying or who have switched to another dealer to learn why this happened.

Focus Groups:

Focus groups can be held on an informal or formal basis. On an informal basis, consider having a group of users meet for coffee or lunch to discuss their satisfaction with services being evaluated. On a more formal basis, a facilitator with experience in leading focus groups can work with personnel to plan questions and activities to elicit perception of value and satisfaction from participants.

Customer Satisfaction Survey:

Study show that although customers are dissatisfied with one out of every four purchases, less than five percentages of dissatisfied customers will complain. Most customers will buy less or switch to other supplier. Complaint levels are thus not good measure of customer satisfactions responsive companies measure customers.

Satisfaction directly by conducting periodic survey. They send questionnaire or make telephonic calls to a random sample of recent customers. They also solicit buyers views on there competitor performance.

While collecting customer satisfaction data, it is also useful to asked additional questions to measure re purchase intention; this will normally be high if his customer satisfaction is high. It is also useful to measure likely hood or willingness to recommend the company and brand to others. A high positive word-of-mouth score indicates that the company is producing high customer satisfaction.

Customer satisfaction helps company in knowing the wants, needs and expectation of customers. It also helps to collect feedback about products. This will assist company in new product development.

RESEARCHMETHODOLOGY

1.4)RESEARCH METHODOLOGY

Definition:

Research methodology is a process to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. Why a research study has been undertaken, how the research problem has been defined. In what way and why the hypothesis has been formulated, what data have been collected and particular method has been adopted. Why particular technique of analyzing data has been used and a host of similar other questions are usually answered when we talk of research methodology concerning a research problem or study.

A research design serves as a bridge between what has been established (the research objectives) and what is to be done, in the conduct of the study. In this project research done is of conclusive nature. Conclusive research provides information that help in making a rational decision.

Descriptive design was choose to measure the satisfaction level of customers on the basis of different parameters such as quality, price, features, technology, after sale services etc.

This design ensured complete clarity and accuracy. It also ensured minimum bias incollection of data and reduced the errors in data interpretation. Statistical method was followed in this research because the data was of descriptive nature and it also enabled accurate generalizations.

1.5)LIMITATIONS OF STUDY:

Though the research was conducted properly, the probability of errors & biaseskept is minimum; still some errors occurred because of certain limitation.

These are as follows:-

a) A very short span of time for research.b) This is time-consuming research method & the respondents did not have sufficient time for giving information for such type of research.c) Some people were reluctant to give responses for research.d) Exact analysis was not possible . e) Study is restricted to only Bangalore city I have honestly and sincerely tried to present the facts and figures butsome error still might have cropped up.f) Some of the information was confidential. SUGGESTIONS:

Aggressive Ad Campaign:

TAFE ACESS LTD should put a few hoardings in different areas in Bangalore and also advertise effectively in local cable channel.

Educating the customers:

TAFE ACESS LTD should educate the customers about the maintenance of the vehicle.

Attractive schemes:

Give few attractive schemes at the time of after sales services. Like giving quick service and charging them reasonably.

Personal touch with the customers:

Asking the customers to come regularly

Chapter-3Data analysis and interpretation Graph- 1 1. Graph showing no of respondents based on gender

Based on responses prepared on customer satisfaction, 70 of respondents are male and 30 are female.

GRAPH -22. Graph showing no of Respondents based on Marital status

28 no of respondents were un-married and had the desire to purchase a Skoda car while 72 respondents were married and wish to own one in future.

GRAPH-33) Respondents based on Age

51 respondents were in the age bracket of 20-35 and 20 respondents were in the age bracket of 50-60. This gives a clear indication that both younger and elder generations are interested in buying a car which has reliability and luxury features does matter in their choice of preferences.

GRAPH-4

3. Graph showing Respondents based on Occupation:Sl noOccupationNo of respondents

1.Profession40

2.Business45

3.Employee10

4.Student5

Of the respondents the majority of the respondents, 45 are from business background and only 10 are employees. The company should find ways to improve its market share among employees with attractive discounts and interest free loans.

GRAPH-4

4. Respondents based on IncomeSl noIncomeNo of respondents

1.Less than 30K10

2.30K-40K25

3.40K-50K10

4.More than 50K5

From the above its clears that the income is not affecting the purchase decision among car buyers who prefer to get the latest technologically best available cars for the right price.

GRAPH-5

5. Respondents reason to purchase the Skoda car? Sl noReasonNo of respondents

1.Office30

2.Business10

3.Necessity45

4.Status15

The purchase decisions made on usability and practicality of the car driving in city and long distance travel made them to purchase Skoda car which are known for smooth drive and aggressive power.

GRAPH-6

6. Source of information for Skoda carsSl noSource of informationNo of respondents

1.Existing customers25

2.Magazine35

3.Friends and relatives22

4.Internet18

Most of the respondents are able to source the information from online and traditional mediums but the one stand out is the magazines which provide the customer with vital statistics and high definition photographs published in print media.

GRAPH-7

7. Concern raised by respondents Sl noSource of informationNo of respondents

1.Price48

2.Safety18

3.Performance5

4.Service5

5.Appearance4

6.Fuel Consumption3

7.Technology17

Most of the respondents are price sensitive and this is the one major factor for the consumer to decide whether to buy a Skoda car or not.

GRAPH-8

8. Do u agree Skoda is better than other cars.Sl noResponsesNo of respondents

1.Highly Agree25

2.Agree55

3.Disagree20

More than half of the respondents agree that the cars are better than other cars in terms of all the aspects of a car.

GRAPH-9

9. Were you happy with after sales service provided by TAFE ACCESSSl noBasisNo of Respondents

1.Yes65

2.No35

35 of the respondents were not satisfied with the after sales services provide by TAFE access. This is one area where the company can improve and provide best services.

GRAPH-10

10. What is your perception regarding maintenance cost of Skoda cars?Sl noMaintenance remarkNo of respondents

1.Under customer strength15

2.Economical10

3.Manageable15

4.Expensive60

As a matter of fact the respondents raised the issue of expensive maintenance cost of Skoda cars as they have to spend on all the service provided.

GRAPH-11

11. Did TAFE Access provide pick and drop facility when you serviced your car?Sl NoAfter sales service remarkNo of respondents

1.Yes85

2.No15

Respondents are extremely happy with the pick and drop facility provided for service facilities.

GRAPH-12

12. Did TAFE Access made an effort to build strong relationship with customersSl noRelationships remarksNo of respondents

1.Yes50

2.No40

30Cant say10

Respondents took their time to think and respond to this question as they had their own reasons as how the company needs to improve relationships with customers but 40 respondents did raise concerns on the activities and initiatives taken by TAFE Access and hope to see some much need improvements in this area.

GRAPH-1313. Will you recommend your family and friends to buy Skoda cars?

Sl noRecommendations to othersNo of respondents

1.Yes60

2.No40

Yes most of the respondents were happy to recommend Skoda cars to buy based on their experience and performance of the cars. They had positive feedbacks from friends and relatives and had an impact on their purchasing decisions.

14. Would you come back to make any upgrade to your car from TAFE AccessSl noUp gradation on cars remarksNo of respondents

1.Yes70

2.No30

70 respondents did respond positively to come back to TAFE Access to add additional; features to the existing Skoda cars.

15. In which sector do you think/feel Skoda should improve?Sl noImprovement areasNo of respondents

1.Price60

2.Quality20

3.Service15

4.Others5

Respondents raised price as the main area that Skoda management should look at as it is the major factor in a market like India which is very highly price sensitive.

16. How is the standard of interiors in Skoda cars?Sl noInteriors of Skoda CarsNo of respondents

1.Good25

2.Satisfactory12

3.Excellent45

4.Average18

Customers were happy with the leather interiors but few mention that the wooden dashboard should be little more enhanced.

17. Are you satisfied with mileage of Skoda cars?

Sl noMileageNo of respondents

1.Yes47

2.No53

47 respondents were happy with the mileage provided on highways and they referred driving on long distances. 53 respondents said no to drive in city conditions as the mileage was less compared to driving on highways.

18. What is your overall impression as a Skoda cars as a brand?Sl noOverall Impression No of respondents

1.Excellent48

2.Good34

3.Average08

4.Satisfactory10

Over all the customers are very happy with the Skoda brand and the cars that it has to offer and are eager to have more models introduced in Indian car market in the near future.

19. Will you consider buying Skoda cars for your second car?

Sl noImprovement areasNo of respondents

1.Yes62

2.No38

20. What other features/models would you like to have in Skoda Cars?Sl noImprovement areasNo of respondents

1.Colour Variants54

2.Hybrid Vehicles26

3.Automatic Transmission08

4.New car Models12

Chapter-4 Summary of Findings

1) During the survey 70 % of the respondents ware male and 30% were females.2) Maintenance cost of the Skoda according to the respondent was expensive.3) Respondents were over all satisfied with after sales service of TAFE ACESS LTD.4) Students were only 5% respondents hence Skoda should come up with the models which can attract youngsters.5) 60% of the respondent felt that price of Skoda car is expensive, hence Skoda should work on it.6) 60% of the respondents said that they will recommend friends and family to TAFE ACESS LTD for Skoda cars hence TAFE should work on building long term relationship.7) Only 4% of the respondents said that they would buy Skoda car for appearance hence Skoda car should make aggressive changes in appearance so that it would be more stylish.8) Skoda should try to introduce new models in small car segment because there is demand for it .9) Some of the respondents said that there was no stock of their car spare parts . Skoda should make arrangements for the TAFE ACESS LTD so that customer is satisfied.10) Respondents are satisfied with road grip of Skoda cars.

CHAPTER-5

CONCLUSION and RECOMMENDATION It has been observed that most customers are satisfied with pre sales services similarly most of these customers are dissatisfied with the post sales service which is the matter of concern for the company. Maruti Suzuki needs to improve some parts of products specifically the interiors. High customer satisfaction level helps the company to retain its existing customer as well as generate new customer through word to mouth publicity.

Customer satisfaction index is a good tool to make improvements in the products and services of the company. And therefore should utilize carefully & kept as confidential as possible.