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SUMMER TRAINING REPORT

ON

TOOLS TO ENHANCE THE SALE OF THREE WHEELER TYRE

FOR

FALCON TYRES LIMITED

SESSION 2009 2011

SUBMITTED BY :- SUBMITTED TO :-

Shobhit Trivedi Mr. T. N. SRIVASTAVA

Pranjal Tewari Head (Placement )

Rahul Mani Tiwari

Kavita Tiwari

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ACKNOWLEDGEMENT

It has been a very great pleasure to work with such an esteemed company DUNLOP TYRES. we would

like to express our gratitude and thanks to Mr. Ajay Tiwari(DGM) , Mr. Vivek Chaturvedi(HRM) and Mr.

Dinesh Pandey .For the guidance ,support and help without which this project completion would not

have been possible.

As summer training project is an indispensable part of our PGDBA programme,so the guidance from our

mentors in summer training is quite admirable.For that we are greatly thankful Mr. Anurag Singh Yadav

and Mr. Sandeep Agarwal (professor of PGDBA programme,GSBA,Greater noida) .

At the same time we are also thankful to Mr. RASHID KHAN (faculty of marketing department) from the

core of our heart who gave us his support at every moment while doing summer training.

Equally we are also grateful to Mr. T.N. Srivastava for his valuable guidance and support.

Finally we would also like to take this opportunity to express my gratitude to all the members of Falcon

tyres ltd and faculty members of Graduate school of business and administration for sharing their

helpful ideas during this project.

Shobhit Trivedi

Pranjal Tewari

Rahul Mani Tiwari

Kavita Tiwari

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TABLE OF CONTENTS

1. Executive summary

i. Aim of the project

ii. Findings

iii. Recommendations

iv. Company Profile

v. Vision

vi. Customer satisfaction

2. Significance of the Study

3. Problem Identification

i. Statement Of Research Problem

ii. Research Design

iii. Approach To The Problem

4. Objectives of the study

5. Research Methodology

6. Reference and Bibliography

7. Limitations

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EXECUTIVE SUMMARY

The aim of this project is :

y To analyze the demand and to increase the market share within the limited resources available.

The survey was conducted in the areas of Lucknow :

y The sub classification of the various areas covered is :

Vikas nagar , Aliganj , Nishatganj ,Aminabad , Faizabad road

The major findings of the research were :

y MRF holds 80% market share ,10% CEAT ,5% TVS and 5% Dunlop.

y Less awareness ( advertisement ).

y Customer is less satisfied with design of the tyres.

y Problem with tyre quality like vobbling, channel cracking , side cracking & air problem.

y Less interaction with company & dealers.

y Dealer push their tyre according to their convenience.

y Unconditional warranty is not properly communicated.

y Customer is not satisfied with after sales service.

y The time lag of after sales service ( claim ) is not satisfactory.

y In our findings we find out that in two wheelers (motorcycle) market share is much better than

Vikram section.

y In two wheeler (motorcycle) segment we find out that satisfaction level of after sales services ismuch higher than other brands.

The major recommendations are

y In our findings we find out that company is not much research oriented.Our interaction with

customers and dealers indicates that there is very less research oriented approach.On the other

hand other companies have more research oriented approach,they are doing fitment surveys

time to time.

y Our project was mainly focused on vikram section. In our findings we find out that vikram

drivers are not satisfied with the quality of tyre. Air and crack problem in tyres is very common

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and frequent acc to them. Company must focus on tyre quality so that sales can be increased

and satisfaction level also.

y We find out that customer is not aware of companys claim policies, new schemes likeunconditional warranty .Company should make proper communication channel b/w company &

customer so that flow of information from both ends could be proper & efficient which will be

beneficial for both.

y In our findings we find out that dealers of other tyres company doing 90% claims by their own

while in case of Dunlop they are not practicing this. This is giving an edge to the competitors

because there is very less time lag in the after sales services. Company must focus on this time

lag so that satisfaction level can be increased.

y In our findings we find out that there is less interaction between company and dealers. so there

must be meetings with dealers according to the convenience of dealers & company, and one

another thing which can be practiced is frequent visit on dealers to fill the communication gap.

This will create a bond b/w company and dealer and also helps in information flow .

y The case we have discussed above for that we recommend FIL CONDUCTEUR ,which acts as a

nerve between company and dealer .It helps in filling the gap b/w dealer & company, through

proper information flow. When there is right information available it will create value for both

company & dealer.

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y In our findings we find out that retailers are not getting full benefits which they are supposed to

be. We recommend if company focus on this issue and is able to make a bond of trust b/w

company and retailers it will be very beneficial for company.

y In our research we find out that the main competitors of Dunlop tyres are focusing on the

exclusive showroom of their brands. For eg MRF is now focusing on exclusive dealership. Our

research shows that this exclusiveness is setting the mindset of customers in a different way

which is increasing the product value ,this practice is a campaign or say advertisement in itself.

So we recommend that company must pay some attention to this issue which is giving an edge

to the competitors.

y In our findings we find out that if company focus on opening showrooms in the outskirts of the

city so that it will penetrate the market.

COMPANY DEALER

RETAILER

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Sport Tyres The main Birmingham site has been extensively redeveloped with a modern shopping centre

(The Fort Shopping Centre), car dealerships and several logistics warehouses. The iconic former tyre

storage building has been redeveloped into a combined residential, office and hotel complex. This can

be observed between junction 5 and 6 of the M6, on the east side of the motorway.

Goodyear Dunlop still occupy a compact part of the site with their British head office. In the UK, the

company operates as a sales organisation importing tyres from manufacturing plants around the world,

including China, Slovenia and Poland.

The company is in an extremely competitive sales environment and has had to continually readjust to

this pressure. Apart from the main Goodyear and Dunlop brands, tyres are also sold under the Fulda,

Sava and Arrowspeed brand names.

The Goodyear Dunlop joint venture is managed from sites in Luxembourg and Brussels, which in turn

reports to Goodyear in Akron, Ohio.

Dunlop Tyres is the sole tyre supplier to British Touring Car Championship for 2003 to 2006 and the V8

Supercars Championship from 2002 to date. Dunlop also supplies tyres to the Deutsche Tourenwagen

Masters and the American Le Mans Series.

VISION -

"A significant player in the African and Latin American markets, a brand of choice, exceeding customer

expectation and continuously enhancing stakeholder value."

Values

C - Care for Customers

R - Respect for Stakeholders

E - Excellence through Teamwork

A - Always Improving

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T - Trustworthiness

E - Ethical Practices

S - Safety First

CUSTOMER SATISFACTION

Falcon is the preferred choice of all leading vehicle manufacturers in India like-

Bajaj Auto

Yamaha Motors

Escorts

Hero Honda Motors

Majestic Auto

LML

Kinetic EngineeringKinetic Motor Company

Royal Enfield Motors

Self -supporting technology

Back in the 70s, Dunlop created Denovo- the worlds first fail safe tyre giving drivers total long-

distance and high speed control, even following punctures or blowouts. Our innovation continues to this

day with DSST (Dunlop self supporting technology ) tyres. The technology can support a vehicles

entire weight when the tyre is flat , even if there is no tyre pressure, for up to 80 km at 80 km/hr. The

tyres are also simple and convenientthey can be used on all standard wheel rims and be fitted without

special tools or equipment.

Technology Support

Best practice guide -

The life span of aircraft tyres can be extended by following simple guidelines.

y Maintainance of correct inflation pressure

y Consideration of FOD

y Consideration of aircraft operation

Aircraft Tyre Technology

Aircraft Tyres fall into two disticnt technologies - bias (also known as cross ply) and radial. Bias and radial

tyres are significantly different to each other and both technologies offer operators features and

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benefits that might be considered agreeable for particular applications. The aircraft tyre is a composite

structure of three basic materials:

y Rubber

y Nylon Cord

y Steel

The components are bonded together by vulcanisation.

Aircraft Tyre Construction

Much of the tyre terminology is common to radial and bias tyres - each type has unique componentsreflecting the different technologies applied to design, compounds and materials.

The bias ply tyre shown in the first picture consists of casing plies running diagonally at approximate

right angles to one another. The number of plies and the angles at which they are laid dictate strength

and load capacity. The latest high-performance bias ply aircraft tyres feature inter-tread reinforcingfabric (ITF). This provides additional high-speed stability, reduces tread distortion under load, protects

the casing plies from damage and can act as wear indicators on retreadable tyres. Bias Tyres are

currently the most popular tyres fitted to the worlds fleet.

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Radial aircraft tyres, shown in the second picture , differ to bias aircraft tyres in that the plies all run

radially from bead to bead at approximately 90° to the centre-line of the tyre. Angled belt plies are laid

between the tread and the top casing ply, resulting in a flatter tread and adding strength to the tyre.

Radial tyres can offer low weight but tend to be less retreadable than a bias ply tyre and can exhibitweaker sidewalls.

Tread

A specially compounded rubber formulated to resist wear,cutting,chunking and heat build up.Most

Dunlop aircraft tyre designs feature circumferential grooves moulded into the tread to disperse water

from beneath the tread in wet runway conditions.

The tread helps to reduce the risk of aqua planing and improves traction and grip between the tread and

runway surface.

The Casing -

The basic strength of the tyre is provided by the casing plies. Casing plies are layers of fabric cord coated

with hi-modulus rubber on both sides. Casing plies are held in place by being wrapped around the beads

to provide the casing ply turn up.

The Beads

The bead wire anchors the tyre to the rim and ensure an airtight seal. Beads consist of bundles of high

tensile steel wires, each strand of which is coated in rubber compound and wound into coils of the

correct diameter for a given tyre size.

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Chafers

Chafers are made of tough nylon material and are fitted around the bead clinch area to resist

chafing damage to both tyre and rim flange.

Sidewalls -

The area of the tyre between the shoulder and the bead. The sidewalls are covered with a layer of

specially formulated rubber treated with anti-oxidants. The sidewall protects the casing plies from the

effects of weathering and offers resistance to cuts and flexing.

Inner Liner -

Tubeless tyres have a layer of rubber bonded to the inside of the first casing ply from bead to bead to

resist the permeation of nitrogen and moisture into the casing.

Undertread -

The undertread is a layer of rubber that is designed to improve the adhesion between tread/ ITF and the

casing plies. During the retreading process, the layer acts as the interface for the application of fresh

tread rubber.

SIGNIFICANCE OF THE STUDY

This section creates a perspective for looking at the problem. It points out how our study relates to the

larger issues and uses a persuasive rationale to justify the reason for our study. It makes the purpose

worth pursuing. The significance of the study answers the questions:

Why is our study important?

To whom is it important?

What benefit(s) will occur if our study is done?

Our study is important because in todays competitive era of marketing where the satisfaction

of customer towards the product became first priority,its very important to analyze the

customer behavior. Every company determine the price, sales promotion etc. of its product

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according to the market requirement. Without putting customer on top, no company can get

success, to succeed in market every company should target customer because market is totally

customer oriented.

Our project report evaluate the position of Dunlop tyre in Lucknow market .Finally we have

given some views and suggestion to company for its market strategy. Our report can help the

company to know in which field they are lagging with their competitors.Accordingly they can

develop strategies how to compete with other players in the market.

Through our study certain benefits can arise like-

o Understand what makes Dunlop successful or unsuccessful?

o What makes customer feel comfortable?

o What strategies other competitors are practicing?

o What changes Dunlop require?

PROBLEM IDENTIFICATION

Statement Of Research Problem

Unit of analysis

The dealer , Retailer and Customer

Region limitation -

The research was carried out in lucknow region, mainly nishatganj, aminabad, faizabad road, vikas nagar

etc.

Time limitation

From may 1,2009 to june 30,2009 .

Research design

Preliminary investigation

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Secondary data analysis

Qualitative research

Collection of quantitative data

Questionnaire design

Survey

Sampling process

Target population person using vehicle

Sample size 416

Sampling technique random sampling

Data collection tool :

Questionnaire

Approach To The Problem -

Step 1 : Prepared a theoretical framework on the basis of research objective

The primary objective of this research is to analyze the demand for Dunlop services in the Lucknow

region.

The secondary objective is to increase the market share within the limited resources available.

From this research we will be able to find out what practices should dunlop make so as to increase its

market share.

Step 2 : Identified the questions on which the research should be based

y What are the features preferred by the customers while taking decision to opt for a particular

service provider?

y What is the level of satisfaction from their current service provider?

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y Which service provider is most preferred by customers?

y Who are the major influencers in opting a particular tyre service provider?

Step 3 : Identified what sort of information was needed

After fixing the objective, we started an extensive reading on the topic. The readings helped us

understand the customer preference. Depending upon that, we listed down several factors that can

influence a customer in opting for specific service provider.

The study on Consumer Behavior throws light on the prevalent customer purchase influencers like

Price, warranty, quality, and service which are included in the purchase influence factors in the

questionnaire.

Step 4 : Then we prepared a research design

( Format of the research design has been presented earlier and its details are presented below)

Preliminary Investigation

The Secondary data gathered was analyzed to understand the current scenario of the dunlop. The

analysis of the secondary data also helped us find different attributes which affect the demand for tyre

services.

Sampling Process

Target Population: The target population is the collection of elements or objects that process the

information sought by the researcher and about which inferences are to be made. Our target population

involves the vehicle users which uses tyre. The users include the all segments of population.

Sample Size

It denotes the number of elements to be included in the study. The sample size chosen is 416.

Sampling Technique

Random Sampling was used for sampling.

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Q uestionnaire Design

This phase involved the design of the questionnaire on the basis of the potential factors identified as

influencing the demand. Research problems were listed and then the information needed was

identified. The questions were then prepared in order to fulfill the information requirements as

identified earlier.

Survey

Different Survey methods were used for collection of data. The principle method used

was Personal Interviewing of the respondents. Interviews were conducted by us at various locations in

lucknow.

Collection of Q uantitative data

Measurement and Scaling Procedures: We have used rank order method wherein, customer is asked to

rank the various attributes. We have also used ordinal and nominal scales.

Step 5 : Field work

The survey was conducted keeping in mind the users of tyre. The survey was conducted in the Areas of

Lucknow. We made several trips to gather information from relevant people. The sub-classification of

the various areas covered is :

REGION SAMPLE SIZE

Nishatganj 46

Chinhat 40

Sitapur road 40

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Vikas nagar 60

Mahanagar 50

Faizabad road 50

Aminabad 50

Alambagh 50

Hardoi road 40

Step 6 : Collation of Data

The data is collated in the excel sheet and prepared for statistical analysis. Pie chart and bar graph are

used to analyze the data.

OBJECTIVES OF THE STUDY

y To understand the consumer behavior and perception about Dunlop tyres.

y To access the relative competitive position of Dunlop tyres in the mind of consumers and

dealers.

y To determine the market share of Dunlop tyres in Lucknow.

y To compare the performance of major market player.

y To identify the factors which drives the demand.

RESEARCH METHODOLOGY

We prepared a data analysis plan

Here we took out the required information from the data collected via questionnaire method.

There are specific reasons for which every question is framed in questionnaire.

Methodology

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Q 1 & Q2 are for all respondents using vehicle to know which type of vehicle they own & on whom

suggestion they go for a tyre change.

Q 3. try to find out how many tyre companies respondents know.

Q 4. is to find out which attribute respondents give more attention while deciding the tyre company.

Q 5. try to find out which quality of Dunlop makes it different from other brands.

Q 6. & Q 7. are used to know whether respondents are aware of claim policies and are satisfied with

after sales services.

Q 8. asks the respondents any suggestion regarding Dunlop.

Q 9. is made to know which brand customer will more prefer if Dunlop is not available to them.

Q 10. try to find out what makes respondents to opt for Dunlop.

Data Analysis And Interpretation

QUES 1:-WHICH TYPE OF VEHICLE YOU OWN?

ANS 1:- BIKE (two wheeler)

QUES 2:-ON WHOM SUGGESTION YOU GO FOR TYRE CHANGE?

Service provider 33

Ownself 77

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service provider

30%

ownself

70%

suggestion for tyre change

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The above pie chart shows that among the 110 sample surveyed, 30% of them go for the tyre

change when suggested by the service provider and 70% of them go for tyre change by

themselves.

QUES 3:-HOW MANY TYRE COMPANY YOU KNOW?

total known

ceat 110 108

tvs 110 96

mrf 110 108birla 110 31

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Above chart shows that out of total 110 people surveyed ,108 knows about ceat, 96 knows

about tvs, 108 knows about mrf and 31 knows about birla. This shows that brands like tvs,mrf

and ceat are more in the picture into the market. Whereas awareness about birla is less.

QUES 4:-ON WHAT BASIS YOU DECIDE THE TYRE COMPANY?

quality 105price 30

warranty 26

service 6

0

20

40

60

80

100

120

ceat tvs mrf birla

110 110 110 110108

96

108

31

awareness about company

total

known

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From the survey we came to know that the most important factor which the owner sees while

purchasing the tyre is the QUALITY of tyre. Out of 110 surveyed result, 63% likes to choose the

tyre on the basis of quality whereas 18% on basis of price, 15% on warranty and only 4% on

basis of service.

QUES 5:-WHAT MAKES DUNLOP DIFFERENT FROM OTHER BRANDS?

quality

63%

price

18%

warranty

15%

service

4%

basis for deciding tyre company

total=110

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mrf 37

ceat 7

tvs 12

dunlop 54

The above chart shows that how many brands are being used by different customers. Among

them the Dunlop users told us about the good quality of rubber, long life of tyre, trusted brand.

Though the satisfaction level is very less in bike segments but as compared to other brands its

very high.

mrf

34%

ceat

6%tvs

11%

dunlop

49%

tyre used

total=110

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QUES 6:-ARE YOU AWARE OF COMPANIES CLAIM POLICIES (REPLACEMENT)?

yes 31

no 79

28%

72%

awareness about claim policy

yes no

total=110

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This chart shows the awareness about claim policy(replacement). But

the result which we got was surprising as 72% of the people dont even

know about the claim policy. For this the company should focus on

creating awareness about the claim policy among the customers.

mrf 7

tvs 1

dunlop 21

Ceat 2

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This chart shows that which brand has greater awareness about its claim policy among the

customers. Dunlop has maximum awareness among the customers out of 31 positive response

about the claim policy whereas mrf has 7,tvs has 1, ceat has 2.

QUES 7:-ARE YOU SATISFIED WITH COMPANIES AFTER SALES SERVICE?

awareness satisfied

mrf 7 0

tvs 1 1

dunlop 21 9

ceat 2 1

mrf tvs dunlop ceat

7

1

21

2

awareness of brands

total awareness=31

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This shows that how many of the customers are satisfied with the replacement and policy of

the company. Mrf dont have any satisfaction out of 7 people who know about the policy,tvs

has 1 out of 1, dunlop has 9 out of 21, and ceat has 1 out of 2.

QUES 8:- YOUR VALUABLE SUGGESTIONS FOR AFTER SALES SERVICE OR ANYTHING ELSE

REGARDING TO DUNLOP.

mrf tvs dunlop ceat

7

1

21

2

01

9

1

satisfaction with claim

awareness satisfied

total

awareness=

31

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Ans : though the answer to this question hasnt been answered by many as they dont wanted

to give any comments on this. But the remaining have suggested that the company should

introduce some gift policies, increase awareness program , open showrooms etc.

QUES 9:-IF DUNLOP IS NOT AVAILABLE THEN FOR WHICH BRAND YOU WILL GO FOR?

QUES 10:-WHY WOULD YOU SELECT THIS BRAND?

ANALYSIS OF THREE WHEELERS(AUTO&VIKRAM)

QUES 1:-WHICH TYPE OF VEHICLE YOU OWN?

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ANS 1:- THREE WHEELER( AUTO & VIKRAM)

QUES 2:-ON WHOM SUGGESTION YOU GO FOR TYRE CHANGE?

BY OWN 220

SERVICE PROVIDER 86

72%

28%

goes for tyre change by

by own service provider

total=306

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The above pie chart shows that out of 306 respondents 72% of them go for tyre change by

themselves while 28% of them go by service provider.

QUES 3:-HOW MANY TYRE COMPANY YOU KNOW?

ceat tvs mrf birla

306 306 306 306

280

238

306

156

awareness about brands

total knows

total knows

ceat 306 280

tvs 306 238

mrf 306 306

birla 306 156

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From above chart it is clear that 306 people knows about mrf,280 knows about ceat,238 knows

about tvs and only 156 people knows about birla.It shows that people are not much aware of

birla in comparison to mrf,tvs and ceat.

QUES 4:-ON WHAT BASIS YOU DECIDE THE TYRE COMPANY?

QUES 5:-WHAT MAKES DUNLOP DIFFERENT FROM OTHER BRANDS?

BRANDS USED %AGE

MRF 208 67.9

CEAT 60 19.6

TVS 5 1.6

DUNLOP 36 11.7

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Above pie chart shows that the customer using Dunlop goes for it because of good rubber

quality of tyre and long life of tyre .

QUES 6:-ARE YOU AWARE OF COMPANIES CLAIM POLICIES (REPLACEMENT)?

yes 205

no 101

mrf

67%

ceat

19%

tvs

2%dunlop

12%

different brands used

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Out of 306 sample only 205 are awared about claim and re st 101 peoples dont know about

claim.

yes

67%

no

33%

percentage of awareness about claim

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Among the 205 known people about claim mrf has 127 awared peoples , Dunlop has 30 ,ceat

has 42 and tvs has 6 people.

mrf dunlop ceat tvs

127

3042

6

awareness of different companies claim

mrf 127

dunlop 30

ceat 42

tvs 6

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The accuracy of the information is entirely dependant upon the reliability of the sources of

information. The major sources of all the primary information are the vehicle users in the project.

The survey is done within 6 7 weeks , so it may be possible that some aspects may be left.

The Questionnaire was not extensive and more issues could have been addressed.

Analysis of the proposed aspects might differ depending on the tools and techniques used.

The survey is conducted only in Lucknow region.so we cannot imagine position of Dunlop tyres in

market nation wide.

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