Download - Customer perception @ bijjaragi motors mba project report

STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS BIJJARAGI MOTORS

CONTENTS Chapter 1

Executive Summary

Introduction

Automobile Industry

Tata motors

Chapter 2

Bijjaragi History and concerns

Organization Profile

Benefits of employee & customer

7 P’s

Chapter 3

HR department

Service department

Sales department

Chapter 4

Findings

Suggestion

Conclusion

Questionnaire

Bibliography

BABASAB PATIL Page 1


EXECUTIVE SUMMARY

This project mainly concentrates on the“Organization Study & Study of Customer perception and

loyalty towards BIJJARAGI Motors Bijapur”.

A consumer may have set of interests, benefits, attitudes and life style before

purchasing a product. But there might be a major change in his taste of preference after

the purchase has been made. In such a position it is difficult for the marketer to know the

behaviour of the consumer. With this view in mind the research study will be conducted

to find out the consumer preference towards store and loyalty.

To carry on the study the research has been conducted as per the marketing

research process. As the study requires the customer (potential) opinion it will also help

to know the awareness level of store and loyalty in Bijapur district and also the opinion

regarding the vehicle as well as the overall performance of bijjaragi Tata motors. The

study will also help us to identify the factors that influence to buy the store and loyalty

which will helpful to company for better improvement of the vehicles & stores. For this

study I had collected the primary data through questionnaire and the company catalogues,

brochures are collected for secondary information. To collect primary data survey is

conducted on individuals (potential customers) this study is limited to the Bijapur district

only. The sample size that I had taken is 50.

This study will also help company to know the customer like as well as there need, want

& satisfaction in stores. (Like bijjaragi motors, manikbag motors, bhagyodaya motors.



INTRODUCTION

Market area in India has been witnessing several changes in charter and

Complexity since the last few years. These changes include a higher reach of mass media,

particularly due to an increased penetration of satellite Channels, availability of a greater

assortment of products and services. Higher level of consumer spending on items other

than basic necessities, more discerning choice behavior exhibited by consumers, and a

clear Indication of consumer preference for better value in products and services.

The passenger vehicle segment in the automobile industry plays a vital role in

India .The present day market is such that the passenger vehicle is affordable by Middle

class people in urban and semi-urban areas; it is also more convenient for traveling short

and long distance. Over the years the sales figured of the four wheelers has increased to a

very large extent. The sale of the four-wheeler in 1950 was nearly 300 units whereas now

the sales have shot up to millions.

The Indian automobile industry is now striding inroads into the rural middle class

after its inroads into the urban markets and rural rich. It is trying to bring in varying

products to suit requirements of different class segments of customers.

Vehicles that can be considered automobiles were demonstrated as early as 1769

and 1885 marked the introduction of gasoline powered internal combustion engines.



History of Automobile Industry

The history of the automobile industry in India actually began about 4,000 years

ago when the first wheel was used for transportation. In the early 15th century, the

Portuguese arrived in China and the interaction of the two cultures led to a variety of new

technologies, including the creation of a wheel that turned under its own power. By the

1600s, small steam-powered engine models were developed, but it was another century

before a full-sized engine-powered automobile was created.

The dream a carriage that moved on its own was realized only in the 18th century

when the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started

to be used in these cars.

India's transport network is developing at a fast pace and the automobile industry

is growing too. The automobile industry also provides employment to a large section of

the population. Thus the role of automobile industry cannot be overlooked in Indian

Economy. All kinds of vehicles are produced by the automobile industry. It includes the

manufacture of trucks, buses, passenger cars, defence vehicles, two-wheelers, etc. The

industry can be broadly divided into the car manufacturing, two-wheeler manufacturing

and heavy vehicle-manufacturing units.

The major car manufacturers in India are Hindustan Motors, Maruti Udyog, Fiat

India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars India

Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor Ltd.,

to name just a few.



RATAN TATA

Chairman of Tata Sons and major Group companies, including Tata Motors,

Tata Steel, Tata Consultancy Services, Tata Power, Tata Tea, Tata Chemicals, Indian

Hotels, Tata Tele-services and Tata Auto Company.

Vision Statement

“To be the Most Sought after Organization for Enabling

Tata Group Companies Achieve Industry Leadership”

Values

“Credibility, Integrity, Excellence & Continuous Learning and Sharing”

The Tata Group is one of India's largest and most respected business

conglomerates, with revenues in 2005-06 of $21.9 billion (Rs 967,229 million),

the equivalent of about 2.8 per cent of the country's GDP, and a market

capitalisation of $62.2 billion as on July 12, 2007. Tata companies together

employ some 2, 46, 000 people. The Group's 28 publicly listed enterprises —

among them stand out names such as Tata Steel, Tata Consultancy Services,

Tata Motors and Tata Tea — have a combined market capitalisation that is the

highest among Indian business houses in the private sector, and a shareholder

base of over 2 million. The Tata Group has operations in more than 54 countries

across six continents, and its companies export products and services to 120

nations. Products of TATA Motor Heavy Vehicles.



INDIAN AUTOMOBILE INDUSTRY

The Indian auto industry has grown at an impressive 16.82 per cent over

the last year with total sales of vehicles reaching around 10 million vehicles till

November 2006 as against 8.5 million in 2005. Spurred by a huge demand from the

market, the increase in production is set to improve further driven by a buoyant economy,

with increasing purchasing power, new product launches, coupled with attractive finance

schemes from automobile manufacturers and financial institutions. The domestic

passenger car market recorded a historic 22.66 per cent growth in April-December, 2006,

second only to the 28.56 per cent in fiscal 2003-04. Analysts believe the industry will

close fiscal 2006-07 with around 22-23 per cent growth, against just 16 per cent in 2005-

06.

Destination India : India is on every major global automobile player's roadmap, and it

isn't hard to see why:

India is the second largest two-wheeler market in the world

Fourth largest commercial vehicle market in the world

11th largest passenger car market in the world

Expected to be the seventh largest by 2016

Robust production: The cumulative growth of passenger vehicles segment during

April-February 2007 compared to the corresponding period in the last year was 22.91

per cent, while that of passenger cars in the same duration was 24.76 per cent, says

the Society of Indian Automobile Manufacturers (SIAM). The commercial vehicles

segment grew by 36.12 per cent during the April-February 2007 period, while three

wheeler sales grew by 14.5 per cent, it added.



Ashok Leyland HMT Tractors Royal Enfield

Audi AG Honda Motors Co. Ltd. San Motors

Bajaj Auto Hyundai Motors Scooters India Ltd

BEML Indofarm Tractors Skoda Auto India

BMW Kinetic Motor Co. Ltd. Sonalika Tractors

Bentley Motors Limited Lamborghini Suzuki Motors

Chevrolet LML India Swaraj Mazda Ltd.

Daewoo MotorsMahindra & Mahindra

Ltd.Tafe Tractors

Eicher Motors Maruti Suzuki India Ltd. Tata Motors

Escorts Ltd. Mercedes Benz Telcon

Fiat India Pvt Ltd Mitsubishi Motors Terex Vectra

Force Motor Monto Motors Toyota Kirloskar Motors

Ford Motors Nissan Motors TVS Motor Co.

General Motors Porsche Volvo

Hero Honda Reva Electric Co. Yamaha Motor

Hindustan Motors Rolls-Royce Motor

Economic Survey 2007-08 says:


http://auto.indiamart.com/ashok-leyland/

http://auto.indiamart.com/cars/rolls-royce-cars.html

http://auto.indiamart.com/hindustan-motors/

http://auto.indiamart.com/two-wheelers/yamaha-motor.html

http://auto.indiamart.com/cars/reva-cars.html

http://auto.indiamart.com/hero-honda/

http://auto.indiamart.com/volvo/

http://auto.indiamart.com/cars/porcshe-cars.html

http://auto.indiamart.com/general-motors/

http://auto.indiamart.com/tvs-suzuki/

http://auto.indiamart.com/cars/nissan-motors-cars.html

http://auto.indiamart.com/ford/

http://auto.indiamart.com/cars/toyota-motors-cars.html

http://auto.indiamart.com/two-wheelers/monto-motors.html

http://auto.indiamart.com/force-motors/

http://auto.indiamart.com/terex-vectra/

http://auto.indiamart.com/cars/mitsubishi-cars.html

http://auto.indiamart.com/ind-auto-ltd/

http://auto.indiamart.com/telco/index.html#telcon

http://auto.indiamart.com/cars/mercedes-benz-cars.html

http://auto.indiamart.com/escorts/

http://auto.indiamart.com/telco/

http://auto.indiamart.com/maruti/

http://auto.indiamart.com/eicher-motors/

http://auto.indiamart.com/tafe-tractors/

http://auto.indiamart.com/mahindra/

http://auto.indiamart.com/mahindra/

http://auto.indiamart.com/daewoo-motors/

http://auto.indiamart.com/swaraj-mazda/

http://auto.indiamart.com/lml/

http://auto.indiamart.com/cars/chevrolet-cars.html

http://auto.indiamart.com/two-wheelers/suzuki-motor-corp.html

http://auto.indiamart.com/cars/lamborghini-cars.html

http://auto.indiamart.com/cars/bentley-cars.html

http://auto.indiamart.com/sonalika-tractors/

http://auto.indiamart.com/kinetic-engineering/

http://auto.indiamart.com/cars/bmw-cars.html

http://auto.indiamart.com/cars/skoda-cars.html

http://auto.indiamart.com/indofarm-tractors/

http://auto.indiamart.com/beml/

http://auto.indiamart.com/scooters-india/

http://auto.indiamart.com/hyundai/

http://auto.indiamart.com/bajaj-auto/

http://auto.indiamart.com/cars/san-motors-cars.html

http://auto.indiamart.com/honda-motors-co/

http://auto.indiamart.com/cars/audi-cars.html

http://auto.indiamart.com/royal-enfield/

http://auto.indiamart.com/hmt-tractors/


The installed capacity of the automotive industry has been growing at a compounded

annual rate of over 16 per cent since 2001-02. It produced a wide variety of vehicles

including 1.7 million four wheelers (passenger cars, light, medium and heavy commercial

vehicles, multi-utility vehicles such as jeeps), and over 8 million two and three wheelers

(scooters, motor-cycles, mopeds, and three wheelers) in 2006-07.

India is the second-biggest market for small cars after Japan. It accounts for 60% of the

domestic market.

Facts Figures

It seems that India has finally arrived in the big league of Asian car markets. Steady and

impressive annual growth rate, presence of international automakers, relaxation of

foreign exchange and equity regulations, reduction of tariffs on imports and few others

are the components of its booming auto market. The country has now come to be

recognized as a potential emerging auto market. The perception of foreign investors has

changed, everybody wanting to be here.

For the first time, in the financial year end in 2005, the total sales of passenger vehicles -

cars, utility vehicles and multi-utility vehicles - crossed the one-million mark to touch

1.06 million, with exports of 166,000 vehicles.

Study says that by 2010 India will take over Germany in sales volumes and

Japan by 2012. And by 2050, Indians will buy every sixth car produced in the world.

Apart from serving the domestic market, the auto sector has turned as a sourcing base for

the global auto majors. The auto component market is also in its full swing. As per the

research of RNCOS, one of the leading industry firms, the Indian automobile component

industry is estimated to triple from USD 63 billion to USD 190 billion within a span of

six years by 2012.

Indian Automobile Industry Estimation:



Estimated turnover USD 12 billion, plus components revenue USD 3 billion, this is the

vastness of Indian automobile industry. Industry analysts predict this industry to touch

USD 13000 million marks by 2010, a cumulative growth of 9.5% annually. It is said that

for every Re 1 spent, the auto sector returns Rs. 2.24 to the Indian economy.

Automobile Dealers Network in India

In terms of Car dealer networks and authorized service stations, Maruti

leads the pack with Dealer networks and workshops across the country. The other leading

automobile manufactures are also trying to cope up and are opening their service stations

and dealer workshops in all the metros and major cities of the country. Dealers offer

varying kind of discount of finances who in tern pass it on to the customers in the form of

reduced interest rates.

Automobile Export Numbers

Category 1998-99 2004-05 (Apr-Dec)

Passenger Car 25468 121478

Multi Utility Vehicles 2654 3892

Commercial Vehicles 10108 19931

Two Wheelers 100002 256765

Three Wheelers 21138 51535

Percentage Growth 16.6 32.8

The industry has adopted the global standards and this was manifested in the increasing

exports of the sector. After a temporary slump during 1998- 99 and 1999-00, such exports

registered robust growth rates of well over 50 per cent in 2002-03 and 2003-04 each to

exceed two and- a-half times the export figure for 2001-02.



EVEN Growth

Opposing the belief that the growth in automobile industry has catered

only to the top income-stratum of society, Growth of exports of 32.8 % in the first three

quarters of 2004-05, the fastest growth in volumes has come from commercial vehicles as

against passenger car.

Between 1998-99 and 2003-04, output of commercial vehicles has grown 2.8 times

compared to the 2.2 times increase in passenger cars. Furthermore, two-wheeler output

continues to dominate the volume statistics of the sector. In 2003-04, for every passenger

car turned out by the sector, there were 7 two-wheelers produced. In the two wheeler

segment, there is a greater preference for motorcycles followed by scooters, with both

production and domestic sales of motorcycles increasing at faster rates than for scooters

in the current and previous years. However, mopeds have registered low or negative

growth. Export growth rates have been high both for motorcycles and scooters.

THE KEY FACTORS BEHIND THIS UPSWING:



Sales incentives, introduction of new models as well as variants coupled with easy

availability of low cost finance with comfortable repayment options continued to drive

demand and sales of automobiles during the first two quarters of the current year. The

risk of an increase in the interest rates, the impact of delayed monsoons on rural demand,

and increase in the costs of inputs such as steel are the key concerns for the players in the

industry.

As the players continue to introduce new models and variants, the

competition may intensify further. The ability of the players to contain costs and focus on

exports will be critical for the performance of their respective companies.

The auto component sector has also posted significant growth of 20 per

cent in 2003-04, to achieve a sales turnover of Rs.30,640 crore (US$ 6.7 billion). Further,

there is a potential for higher growth due to outsourcing activities by global automobiles

giants. Today, this sector has emerged as another sunrise sector.

Why India: The economy of India is emerging. The following table shows the ranking of

India in the past four years.

Rank 2005 2004 2003 2002

1 China China China China

2 India Thailand Thailand Thailand

3 Thailand India USA USA

4 Vietnam Vietnam Vietnam Indonesia

5 USA USA India Vietnam

6 Russia Russia Indonesia India

7 Korea Indonesia Korea Korea

Twin Advantages:



Scaling costs

Optimizing resources

INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto Industry is growing by

8-9 per cent.

The automobile industry crossed a landmark with total vehicle production of 10

million units.

Car sales was 8,82,094 units against 8,20,179 units in 2004-05.

The two-wheeler market grew by 13.6 per cent with 70,56,317 units against

62,09,765 units in 2004-05.

Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against

3,18,430 units in 2004-05

Passenger car business unit

The company's passenger car range comprises the compact car Indica, the

midsize Indigo and Indigo Marina in both petrol and diesel versions. The Tata Sumo, the

Tata Safari and its variants are the company's multi-utility vehicle offerings.

In addition to the growth opportunities in the domestic market, the company is

pursuing growth through acquisitions. In 2004, it acquired the Daewoo Commercial

Vehicle Company, Korea's second-largest truck maker, now named Tata

Daewoo Commercial Vehicles Company. In 2005, Tata Motors acquired a 21-per cent

stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an

option to acquire the remaining stake as well.



Indian Auto Market Growth for the year 2007-08

1. The domestic automobile industry sales grew 12.8 per cent at 89,10,224 units as

against 78,97,629 units in 2004-05.

2. The automotive industry crossed a landmark with total vehicle production of 10

million units.

3. According to the Society of Indian Automobile Manufacturers (SIAM), car sales

was 8,82,094 units against 8,20,179 units in 2004-05.

4. The growth of domestic passenger car market was 7.5 per cent

5. Car exports stood at 1,70,193 units against 1,60,670 units in 2004-05.

6. The two-wheeler segment, the market grew by 13.6 per cent with 70,56,317 units


7. Motorcycles had the upward march, 17.1 per cent in domestic market touching

58,15,417 units against 49,64,753 units in 2004-05.

8. Scooter segment grew by 1.5 per cent, fall at 9,08,159 units against 9,22,428 units

in 2004-05.

9. Commercial vehicles segment grew at 10.1 per cent with 3,50,683 units against

3,18,430 units in 2004-05.

10. Medium and heavy commercial vehicles managed a growth of 4.5 per cent

against 23 per cent growth in the year ended March 31, 2005.

11. Light commercial vehicles sales growth was 19.4 per cent at 1,43,237 units


12. Three-wheelers sales rose by 17 per cent at 3,60,187 units against 3,07,862 units

in 2004-05.

TATA MOTORS IN INDIA



Type Public (NYSE: TTM)

Founded 1960

Headquarters India

Industry automotive

Products commercial vehicles

RevenueINR 369.88 billion or $9.07 billion

(F.Y. 2006, converted)([2])

Website http://www.tatamotors.com/

Profile:

Tata Motors, the flagship company of Tata group. Established in 1945 Tata

Motors is India's largest automobile company, with revenues of Rs/- 24,000 crore (USD

5.5 billion) in 2005-06. The company began manufacturing commercial vehicles in 1954

with a 15-year collaboration agreement with Daimler Benz of Germany.

It is the leader by far in commercial vehicles in each segment, and the second-largest in

the passenger vehicles market with winning products in the compact, midsize and utility

vehicle segments. The company is the world's fifth-largest medium and heavy

commercial vehicle manufacturer.

Tata Motors Limited, formerly known as TELCO (TATA Engineering

and Locomotive Company), is India’s largest passenger automobile and commercial

vehicle manufacturing company. It is also the world's 5th largest commercial vehicle


http://www.tatamotors.com/

http://en.wikipedia.org/wiki/Website

http://economictimes.indiatimes.com/Tata_Motors_net_leaps_28_on_CV_sales/articleshow/2060832.cms

http://en.wikipedia.org/wiki/2006

http://en.wikipedia.org/wiki/INR

http://en.wikipedia.org/wiki/Revenue

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/Automotive

http://en.wikipedia.org/wiki/Industry

http://en.wikipedia.org/wiki/India

http://www.nyse.com/about/listed/lcddata.html?ticker=TTM

http://en.wikipedia.org/wiki/New_York_Stock_Exchange

http://en.wikipedia.org/wiki/Public_company

http://en.wikipedia.org/wiki/Category:Types_of_companies

http://en.wikipedia.org/wiki/Image:Tata-logo.gif

http://en.wikipedia.org/wiki/Image:Flag_of_India.svg


manufacturer. It is part of the Tata group. Tata Motors is widely credited for putting India

on the automotive map by designing and developing its own range of cars. Tata Motors

date back to 1945 when they started making Trains. Tata Motors was first listed on the

NYSE in2004. Tata Motors had created the wealth Rs 320bn during 2001-2006 and stood

among top 10 wealth creators in India.. In 2004 it also bought Daewoo's truck

manufacturing unit in South Korea. In March 2005, it acquired a 21% stake in Hispano

carrocera SA, giving it controlling rights in the company. Tata Motors and the Fiat group

have signed a new memorandum of understanding (MoU) to establish a 50:50 joint

venture to manufacture passenger vehicles, engines and transmission systems for both

domestic and export markets Tata Motors is a company of the Tata and Sons Group,

founded by Jamshetgi Tata. It is currently headed by Ratan Tata.The company has the

workforce of 22000 employees working in its three plants and other regional and zonal

offices across the country.

Tata Motors' range of passenger cars is still not comprehensive by international

standards. In commercial vehicles, Tata Motors commands an imposing 65% market

share in the domestic heavy commercial market. The company is trying to modernize its

range of commercial vehicles. Tata Motors hived off its vehicle finance business into a

separate subsidiary, TML Financial Services (TMLFS), in September 2006. The

company plans to build a car that will cost just under Rs 1,00,000 considering that 2

wheelers in India cost Rs 50,000/-.

Indigenously developed mini-truck. Tata motors manufacturing units are

located at Jamshedpur, Lucknow and Pimpri-Chinchwad (Pune). The Pune plant

manufactures the passenger cars.

AREA OF BUSINESS:

Tata Motors' product range covers passenger cars, multi-utility vehicles as well as light,

medium and heavy commercial vehicles for goods and passenger transport. Seven out of



10 medium and heavy commercial vehicles in India bear the trusted Tata mark. The

company developed India's first indigenously developed light commercial vehicle, India's

first sports utility vehicle and, in 1998, the Tata Indica — India's first indigenously

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

largest selling car in its segment.

Research and development

Tata Motors invests approximately up to 2 per cent of its annual turnover on

research and development, with an emphasis on new product / aggregates development

and technology up gradation. Its Engineering Research Centre in Pune employs over

1,400 scientists and engineers and has India's only certified crash-test facility and hemi-

anechoic chamber for testing of noise and vibration.

The company also draws on the resources of leading international design

and styling houses like the Institute of Development in Automotive Engineering, SPA,

Italy, and Stile Bertoni, Italy. The company has also been implementing several

environmentally sensitive technologies in manufacturing processes and uses some of the

world's most advanced equipment for emission checking and control.

Environmental responsibility

Tata Motors has led the Indian automobile industry's anti-pollution efforts through a

series of initiatives in effluent and emission control. The company introduced emission

control engines in its vehicles in India before the norm was made statutory. All its

products meet required emission standards in the relevant geographies. Modern effluent

treatment facilities, soil and water conservation programmes and tree plantation drives at

its plant locations contribute to the protection of the environment and the creation of

green belts.

Global Competition



Tata Motors have some distinct advantages in comparison to other MNC

competitors. There is definite cost advantage as labor cost is 8-9 per cent of sales as

against 30-35 per cent of sales in developed economies. Tata motors have extensive

backward and forward linkages and it is strongly interwoven with machine tools and

metals sectors. India is an excellent source for IT based engineering solution for products

& process Integration. There are strong supporting industries

Exports

Tata Motors' vehicles are exported primarily to Europe, Africa, the Middle

East, South and South East Asia and Australia. The company also has assembly

operations in Malaysia, Bangladesh, Ukraine, Kenya and Russia. Over the years, the

company has received more than 50 awards from the government of India's Engineering

Export Promotion Council, for its export initiatives. While currently about 14 per cent (as

on March 31, 2005) of its revenues are from its international business, the company

intends to increase its international business through organic and inorganic growth routes.

Milestones



It has been a long and accelerated journey for Tata Motors, India's leading

automobile manufacturer. Some significant milestones in the company's journey towards

excellence and leadership.

1945 Tata Engineering and Locomotive Co. Ltd. was established to manufacture

locomotives and other engineering products.

1948 Steam road roller introduced in collaboration with Marshall Sons (UK).

1954 Collaboration with Daimler Benz AG, West Germany, for manufacture of

medium commercial vehicles. The first vehicle rolled out within 6

months of the contract.

1959 Research and Development Centre set up at Jamshedpur.

1961 Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.

1966 Setting up of the Engineering Research Centre at Pune to provide impetus

to automobile Research and Development.

1971 Introduction of DI engines.

1977 First commercial vehicle manufactured in Pune.

1983 Manufacture of Heavy Commercial Vehicle commences.

1985 First hydraulic excavator produced with Hitachi collaboration.

1986 Production of first light commercial vehicle, Tata 407, indigenously

designed, followed by Tata 608.

1989 Introduction of the Tatamobile 206 - 3rd LCV model.

1991 Launch of the 1st indigenous passenger car Tata Sierra.

TAC 20 crane produced.

One millionth vehicle rolled out.

1992 Launch of the Tata Estate.

1993 Joint venture agreement signed with Cummins Engine Co.Inc. for the



manufacture of high horsepower and emission friendly diesel engines.

1994 Launch of Tata Sumo - the multi utility vehicle.

Launch of LPT 709 - a full forward control, light commercial vehicle.

Joint venture agreement signed with M/s Daimler - Benz / Mercedes - Benz

for manufacture of Mercedes Benz passenger cars in India.

Joint venture agreement signed with Tata Holset Ltd., UK for

manufacturing turbochargers to be used on Cummins engines.

1995 Mercedes Benz car E220 launched.

1996 Tata Sumo deluxe launched.

1997 Tata Sierra Turbo launched. 100,000th Tata Sumo rolled out.

1998 Tata Safari - India's first sports utility vehicle launched.

2 millionth vehicles rolled out.

Indica, India's first fully indigenous passenger car launched.

1999 115,000 bookings for Indica registered against full payment within a week.

Commercial production of Indica commences in full swing.

2000 First consignment of 160 Indicas shipped to Malta.

Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.

Utility vehicles with Bharat 2 (Euro II) compliant engine launched.

Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.

2001 Indica V2 launched - 2nd generation Indica.

100,000th Indica wheeled out.



Launch of CNG Indica.

Launch of the Tata Safari EX

Indica V2 becomes India's number one car in its segment.

Exits joint venture with Daimler Chrysler.

2002 Unveiling of the Tata Sedan at Auto Expo 2002.

Petrol version of Indica V2 launched.

Launch of the EX series in Commercial vehicles.

Launch of the Tata 207 DI.

2,00,000th Indica rolled out.

5,00,000th passenger vehicle rolled out.

Launch of the Tata Sumo'+' Series

Launch of the Tata Indigo.

Tata Engineering signed a product agreement with MG Rover of the UK.

2003 Launch of the Tata Safari Limited Edition.

The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.

On 29th July, J. R. D. Tata's birth anniversary, Tata Engineering becomes

Tata Motors Limited.

3 millionth vehicles produced.

First City Rover rolled out

135 PS Tata Safari EXi Petrol launched

Tata SFC 407 EX Turbo launched



2004 Tata Motors unveils new product range at Auto Expo '04.

New Tata Indica V2 launched

Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment

agreement

Indigo Advent unveiled at Geneva Motor Show

Tata Motors completes acquisition of Daewoo Commercial Vehicle

Company

Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy

duty truck 'NOVUS' , in Korea

Sumo Victa launched

Indigo Marina launched

Tata Motors lists on the NYSE

2005 Tata Motors rolls out the 500,000th Passenger Car from its Car Plant

Facility in Pune

The Tata Xover unveiled at the 75th Geneva Motor Show

Branded buses and coaches - Starbus and Globus - launched

Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus

manufacturing Company

Tata Ace, India's first mini truck launched

Tata Motors wins JRD QV award for business excellence.

The power packed Safari Dicor is launched

Introduction of Indigo SX series - luxury variant of Tata Indigo

Tata Motors launches Indica V2 Turbo Diesel.

One millionth passenger car produced and sold

Inauguration of new factory at Jamshedpur for Novus

Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched

Launch of Tata Novus

Launch of Novus range of medium trucks in Korea, by Tata Daewoo

Commercial



Vehicle Co. (TDCV)

2006 Tata Motors vehicle sales in India cross four million mark

Tata Motors unveils new long wheel base premium Indigo & X-over

concept at Auto Expo 2006

Indica V2 Xeta launched

Passenger Vehicle sales in India cross one-million mark

Tata Motors and Marco polo, Brazil, announce joint venture to

manufacture fully built buses & coaches for India & markets abroad

Tata Motors first plant for small car to come up in West Bengal

Tata Motors extends CNG options on its hatchback and estate range

TDCV develops South Korea's first LNG-Powered Tractor- Trailer

Tata Motors and Fiat Group announce three additional cooperation

agreements

Tata Motors introduces a new Indigo range

2007 Tata Motors launches the long wheel base Indigo XL, India's first stretch

limousine

Awards

Tata Motors has been chosen as India's Most Trusted Brand in cars in a

Readers Digest-AC Nielsen consumer survey in 2006.

Tata Motors' mini-truck, Ace, which has created an all-new category in the

commercial vehicles market, received the BBC-Top Gear' Design of the Year

2006. The company's Star bus low-floor city bus and the Novus heavy truck were

adjudged second and third respectively.



For the second consecutive year, Auto Monitor as the ‘Commercial Vehicle

Manufacturer of the Year’ rated Tata Motors for 2006.

The Commercial Vehicle Business Unit won the CII-Exim Bank Award for 2005

for Business Excellence, for being a role model of excellence in management. The

award particularly recognizes excellence in the management of quality as a

fundamental process. The two divisions of the company also won the Tata

Group's JRD QV Awards for Business Excellence in 2005. The Jamshedpur plant

and the car plant at Pune received the Union Ministry of Power's National Energy

Conservation Award, which recognize significant initiatives to reduce energy

intensity and improve energy efficiency.

The Jamshedpur plant won the award for the fourth year in a row. The

Commercial Vehicle Business Unit and the Passenger Car Business Unit also

received the CII's National Award for excellence in energy management. The

Foundry Division at the Pune plant received the Gargi Huttenes Albertus Green

Foundry of the Year Award.

Manufacturing

Tata Motors owes its leading position in the Indian automobile industry to its

strong focus on indigenization. This focus has driven the Company to set up world-class

manufacturing units with state-of-the-art technology. Every stage of product evolution-

design, development, manufacturing, assembly and quality control, is carried out

meticulously. Our manufacturing plants are situated at Jamshedpur in the East, Pune in

the West and Lucknow in the North.

Jamshedpur:

This was the first unit of the Company established in 1945 and is spread over an


http://www.tatamotors.com/our_world/manufacturing.php?ViewID=1


area of 822 acres. It consists of 3 divisions - Truck, Engine (including the Gear Box

division) and Axle. The divestments in March 2000.

Pune:

The Pune unit is spread over 2 geographical regions- Pimpri (800 acres) and

Chinch wad (126 acres). It was established in 1966 and has a Production Engineering

Division, which has one of the best motors.

Lucknow:

Established in 1991 and covering an area of 600 acres, the Lucknow Plant was

established to assemble Medium Commercial Vehicles (MCVs) to meet the demand in

the Northern Indian market. In 1995, the unit started manufacturing bus.

Products

Passenger Cars, Indica, Indigo

Utility Vehicles- Safari, Sumo

Trucks- NOVUS and others

Bus- Starbus, Globus and others

Defence Vehicles

Research Tata Cars in India

The India Cars. They understand market and Indian roads better here. Have been

successful in creating right brand equity and share. Offering very practical and economic

cars are their prime motive and they are doing well with it. However Tata cars cannot be

considered as perfect by any means. They have expertise in diesel technology and lack in

petrol. Highly successful Indica's latest petrol version Xeta is Tata's biggest hope.

Products

Passenger cars and utility vehicles

Tata Sierra


http://en.wikipedia.org/wiki/Tata_Sierra




Tata nano

Tata Sumo

Tata Safari

Tata Indica

Tata Indigo

Tata Indigo Marina

END A PROFILE AND

INTRODUCTIONOF TATA MOTORS

BIJJARAGI MOTORS

Company profile of Bijjargi Motors

Bijjargi Motors has made deep inroads in the cars market at north region of

Karnataka with top breeds cars from the house of Tata Motors. As a professionally

managed car dealer. Bijjargi Motors is committed to excellence in serving all our

esteemed customers.

Bijjargi Motors has earned a new name & fame since it has become an authorized

dealer ship for Tata Motors in car passenger world. Its has been on the growth trail with

no looking back. As an authorized dealer of Tata Motors cars, we bring to you first rate


http://en.wikipedia.org/wiki/Tata_Indigo

http://en.wikipedia.org/wiki/Tata_Indigo

http://en.wikipedia.org/wiki/Tata_Indica

http://en.wikipedia.org/wiki/Tata_Safari


cars & leave no stone unturned to provide great service. A modern show room of Bijjargi

Motors welcomes you. Well maintained fleets of test drive cars are there to give you feel

experience & drive dynamics on actual driving condition. The showroom even supports

you with the service centre, to assure you of quality service. The Sales Team at bijjargi

Motors is made up of dedicated show room & field professional with associated with

various sections to guide our valuable customers through the entire sales process right

from assisting in the choice of model, colour & features to extend a helping hand for our

customers.

We bijjargi motors are proud to say that we have been made an elite dealer by Tata

Motors for recognition for outstanding achievements & dedicated dealership

enhancement.

Bijjargi Motors of Bijapur has been the winner for best seller award from Tata

Motors& in our services too.

Show Room of Bijjargi Motors

Make your dreams & aspirations come true. This elegant exclusive modern show room

of Bijjargi Motors an authorized dealership of Tata Motors is designed to meet the rising

expectation of the customers. Here a fleet of well maintained Tata Cars awaits your

perusal. We are connectively located at “NH-13 BYE- PASS, INDI ROAD CROSS, at

BIJAPUR’. We are providing better access to both the proud owner as well as

prospective buyers. We have market & service of Tata Motors vehicles like Tata Indica,

Indica, Vista, Indigo, Sumo, Safari, and Sumogrande through our sales & services out

lets.

The showroom through its large workshop would offer sales service, Spare parts &

accessories support to its customers. Our service centre is out fitted with the latest



modern equipments & updates with Tata challenging world standards. Our technical team

is qualified & trained to analyze & provide accurate solution as service point of view.

Objectives of Bijjargi Motors:

To give quality service to customers.

To know the expectations of the customers & to fulfil the

expectations.

To Maintenance of good relations with customers.

To Quality service & reasonable charge.

To maintain the healthy environment in the organization.

To give full support to the employees & the customers.

To provide training & development to the employees to satisfy the

Customers to the maximum extent.

To Job satisfaction for employees.

To Main objective is to satisfy the customers to the maximum extent



ORGANIZATION PROFILE

Company Name : BIJJARAGI MOTORS

Established on : In the year 1991

Address : BIJJARAGI MOTORS

Indi cross, Bijapur 586104

Plant Area : 2.5 Acre

Capital : 1.5 Crore

Owner/Partner : Partner

Managing Director : Raju.Bijjargi

Total No of Employees : 160

BIJJARAGI MOTORS LOGO IS

BIJJARGI AUTOMOBILES (Tata Motors Authorized Service Station)

Bijjargi Automobiles an authorized service station started in Feb 2004, having with (12)

members as staff. At present the company has almost tripled the strength i.e. (39) in

numbers. In the first financial year we placed 1st rank in spare part section & 2nd rank in

service section for the financial year 2004 -2005. Due to our excellent service many

customers from Light commercial vehicles like (ACE, 207,407,709,909,1109) & Heavy

commercial Vehicles like (1510,1613,2515,2518,3516,4018,4923) all the customers are

satisfied.

Due to this reason Bijjargi Automobiles service network got popularized from north India

to south India & got a brand name through out India. Bijjargi Automobiles has been place

d in top ranking continuously since 2004 to current financial year, our staffs are

completely skilled in handling light & heavy commercial vehicle in terms of repair,

service, Accidental ( Body shop), AMC. Our Brand customers (Fleet owners) are Piramal



& company, Essel Transport Company, Manisha Parivahan Pvt Ltd, Kataria Movers pvt,

Ltd., Bharadwaj Road Lines, Ideal Movers., and Global Frieght Carriers. Our final aim

ends with customer satisfaction & to continue the service relation with latest technology

along with human relation.

WORKING HOURS

Morning 9.30a.m. to 2.00 pm Noon

Noon 2.00p.m. to 2.30 p.m. Break for lunch

Noon 2.30p.m to 5.30p.m. Evening.

ACTIVITIES:

Sale of Light Vehicles of TATA Motors

Repairs/services of all ranges of TATA vehicles

Sales of spare parts of TATA vehicles (Light &Heavy vehicles)

VARIOUS FACILITIES AVAILABLE AT BIJJARGI AUTOMOBILES LTD.

Good infrastructure, well qualified & trained man power, state of art diagnostic

equipments & innovative ideas are the key elements in making Bijjargi Automobiles

successful operation (ASO).

FACILITIES AVAILABLE

Sl.No. Facilities & System Availability1. Good infrastructure 2. Trained man power 3. Computerized engine

facility 4. Computerized wheel

aligner



5. Computerized wheel balancer

6. Pneumatic lines & tools

7. Stand by vehicles for customers

8. Service promotion activity

9. Feedback card analysis

10. Customer complaint handling

11. Customer care management

12. Quick repair facility

MISSION AND VISION

The mission and vision of the organization was ultimately the customer

to satisfy the customer and have a potential customer bases this is what the have earned in

these year. A potential and prospective customer bases that are satisfied with kinds of

products they are Dealing with and the kind of service they are giving to the customer.

The company has two divisions :

Light Motor Vehicle section

Heavy Motor Vehicle Section



Light motor Vehicle section is also called “Auto care Centre” and “Heavy

Vehicle Section” is called motor section.

This company started with Auto care centre in 1991.

K.S.T. No. 5251781-0

C.S.T. No. 5256781-3

In the year 1998 company started heavy vehicle section with

K.S.T No. 5713459-5

C.S.T.No. 5718459-8

In the year 2008 recently Feb, Bijjargi Motors started to sell the products of TATA

Motors Light Vehicles in Bijapur.

Roles and Responsibilities:

Managing Director : RAJU BIJJARAGI

As Managing director he will be the responsible for the over all

functioning and administration of the company.

The Managing director also decides the major changes and adoption of

new technology He will provide all types of support to the management

representative in implementing and maintaining quality system in the

company.

He will chair the steering committee [management review] meeting and

assess the effectiveness of the quality system.

He will be the authority for approving the quality manual, quality policy

and quality objection of the company.



Assistant General Manager:

Mr. Kumar G Kalmath

He is the head of marketing and sales department

He will guide the staff to maintain all concerned records

He will be the responsible for sales promotion planning.

He will be the responsible for realizing sales targeting set by the

company.

He will be having the authority to the control all staff of sales wing.

He will be the responsible for the maintains of quality system in the sales

deportment

He will be chief authority for sales related issues.

CRM (Customer relationship manager ) Mr. Ramesh

Responsible for taking the customers care when came for vehicle

servicing

He will be the single point responsibility to resolve all customer

complaints and issues within dealership.

He will be responsible to provide clean and attractive ambience to

customers.

Responsible to minimize customer complaints

Responsible for take care of front office of workshop.

He Identify and bridge in customers’ perception.

He will be responsible to monitor customer satisfaction.

Work Manager:



Mr.Muniraj

Workshop auditing

He will responsible to Improve quality repairs

Maintain repeat complaint analyses reports

He will be the responsible to reduce customers’ complaints and improve

productive Hours.

He is the head of workshop having authority to control the workshop.

He will be the responsible for the maintains of quality system in his

deportment.

He acts as the grievance handler in the workshop of organization.

Spares Manager:

Mr: Anand

He his the head of spares deportment

He will be having the authority to control his colleague

He will liaison with managing director and works manager for placing

indents of spares of Tata Motors

He will be responsible if any mishandling of spares takes place.

He will guide his colleague to maintain all required records.

He is the authorized to prepares bill and spare discrepancy report

Company has following facilities:



1. Good & pure water facility

2. Large space for parking for both light & heavy vehicles

3. Good infrastructure

4. Rest room for customers as well as employees

5. Separate cash counter section.

6. Spare part division for each section

7. Uniforms for all the employees

8. Entertainment facilities for the customers

9. Refreshments (Tea) for the customers.

10. Customer lounge & toilet facilities for the customers & employees

Auto Care Centre

Auto care centre means Light motor vehicle (Cars) is being selling

serviced & repaired (minor & major). This section was started in 1991 and brand

new showroom was established in 2008.

K.S.TNo.5251781-0

C.S.T.No. 5256781-3

The products are

SAFARI

SUMO

SIERRA

ESTATE

SPACIO

INDICA

INDIGO



This section has more than 53 employees. At a stretch nearly 8-10 vehicles are being

serviced/repaired every day.

MANPOWER:

WORKERS IN CAR SECTION

Workers -50

Managerial Staff - 8

Manager-2

Accountant-4

Supervisors-3

CRO-1

HEAVY VEHICLE SECTION

Bijjargi Motors started heavy vehicles section in the year 1998.

Following vehicles are services in this section

TATA 407

TATA 608

TATA BUS

TATA 6 Wheeler Track

TATA 10 Wheeler Track

This section has more than 32 employees. At a stretch nearly 5-10 vehicles are

being serviced / repaired every day.

WORKERS IN AUTOMOBILE SECTION

Workers -30

Managerial Staff - 4



Manager-2

Accountant-2

Supervisors-3

CRO-1

Divisions:

This motor section is divided 4 further divisions. They are listed below

1) General work

2) Body work

3) Electrical work

4) Engine work

Front office workers totally 30 employees are engaged.

Benefits to Employees:

1) Uniform: Company provides uniform to all the employees after they are been

selected.

2) Salary: The Company pays salary to the employees according their

qualifications, experience, and their ability.

3) Bonus: At the end of every year bonus is paid to every employee.

4) Incentives: According to the employee’s performance incentives are been paid.

5) Compensation : if any accident happens and if serious damages are caused

accidentally `to the employee at the work place compensation is been paid.

6) First aid kit : Company has arranged first aid kit in every division of the motor

section for the safety of the employees.



7) Water facility: Company provides pure & healthy drinking for the employees.

8) Refreshment facility: Company provides 2 times tea i.e. morning & evening to

all the employees. A Television set is been kept in the division where the

employees can entertain themselves during the lunch hours.

9) Training Facilities : Company provides training facilities to their employees.

10) Experience : it is a best opportunity to employees for a improving the work

style and growing relation with customer in the specific field on the job purpose.

Rules & Regulations for the employees:

1. The employee should be in the company premises before 9 am and should work

up to 5 pm.

2. Employee should wear the uniforms everyday as it is mandatory.

3. Every employee should follow the safety rules.

4. Company has provided holiday at every Sunday and other local festivals.

5. If any employee damages any of the tools & equipments of the company or

customers then the damages will be deducted from his salary.

6. Every 15 days all administrative staff should attend the General Meeting.

7. All the details of any TATA vehicles serviced or sold should be updated to the

Head-office at Mumbai.

8. All the employees should undergo training and development program.

Benefits to Customer:



Quality & error free service.

Genuine spare parts.

Highly sophisticated workers for quality work.

Reasonable rates.

Rest room for customers.

Good & pure drinking water.

Two times tea for the customers who to stay for days together to get their

vehicles serviced/ repaired.

Mobile service is been provided for any serious breakdowns at any place. ATM

(All Time Mobile Service).

Value added benefits:

A camp for free service twice a year.

Discount on spares & lubricants during the camp.

Free labour charge.

Gifts to the vehicle drivers.

Health check up (AIDS awareness & check up) for vehicle drivers.

Mess for drivers/ customers is been constructed.

Bathroom & toilet facilities for customers.

SMP (Service Marketing Person) stays always in touch with customers either

personally or through telephonic conversations.

7P’s



Product: All type of TATA products service provided in Bijjargi Motors (Light

& Heavy Vehicles).

The services are: General Work Body Work

Electrical WorkEngine Work

Price: Bijjargi Motors Charges medium price which should be affordable to all

level of customers and customer save their money instead of going to other

districts like Hubli, Gulbarga & Hospet.

Place: Service Place is convenient which is on Highway NH -13 and this place

is nearer to other Districts.

Promotions: To increase the service Bijjargi Motors providing Free Washing Mela, Free

Check up etc. It also helps to increase the sales in spares department.

Physical Evidence:

1. It is very important, so Bijjargi Motors always maintain clean & safe

around the Bijjargi Motors.

2. Customer they can view, where the mechanics of Bijjargi Motors

working area.

3. Bijjargi Motors providing visitors room/lounge to their customers.


SOLAPUR HOSPET

HUBLI GULBARGA

BIJAPUR


4. Bijjargi Motors always offer welcome Tea/Soft drink to their customers.

5. Customers can see the new technology, when they enter into the service

station.

People: If once the Customer satisfied in service they became the permanent customers

to the Bijjargi Motors. They often & often visit to the Bijjargi Motors and also suggest to

other people to get their vehicle service in the Bijjargi Motors.

Process: They maintain all records who visit to their service station and they provide

higher technology, skilled & skilled mechanics and technicians to complete the work of

the vehicles.

ORGANISATION STRUCTURE

OVER ALL CHART OF ORGANISATION STRUCTURE


Dealership Principal / Managing director

General Manager

General Manager or Head (Customer support)

Customer Relationship

Manager

Workshop Manager Body shop Manager Spare parts Manager

Finance

Customer Relation Officer

Service Advisor TEAM “A”

Service Advisor TEAM “B”

Service Advisor TEAM “C”

1 Team per 100 vehicles

Team Leader-1

Dent Beater-31 per 30 vehicles

Painter-31 per 30 vehicles

Technicians (L-1)-3

1 per 30 vehicles

Workshop sales

Counter sales team

Field Sales man

Accountant

Account Manager

Accounts

Quality Auditor

Warranty Supervision/PDI Team

In House Trainer(TTP)

Adm

inistration e.g.

Security, S

weeper


Bijjaragi Motors Pledge is:

Tata Car care – beyond compare,Dear Customer it is own salesman pledge that we shall always endower to

1) D- Diagnostics

Listen to customer carefully understand the problem and identify and exact

cause by using diagnostics.

2) Q- Quality

Ensure repair quality on par with O.E Build quality by using genuine space

standard repairs process. Special tools and quality parties.

Do it right first and every time car deliver car neat and clean.

3) C- Cost

Provide paper repair estimate explain work carried out and its changes.

4) T- Time

Prepare and time estimate,

Be prompt at all times

(Repair order to preparation and billing delivery and complaint

Handling)


Service Advisor Quick Repair

Team

Service Marketing

Officer

Reception-cum-Telephone operator


Provide fast service bin with time and standard/ using quick repair bays

delivery at promised time.

5) C- Customer and Complaint Handling

All customers after service to ascertain satisfaction.

Record analysis and resolve all complaint be courteous at all time.

We forever remain committed to service and excellence

H. R. (Human Resource) Department. Recruitment Job analysis

Advertisement Selection Appointment Performance appraisal

Job Analysis: After the man power audit (DQ-1) is carried out the DQCTC team

leader should discuss following with the dealership principal.

Number of people to be recruited.

Job analysis of each position.

a) Job description given in the site naukari.com (link TATA motors

Dealers)

B) Job specification education, skill, experience, special qualities.

The salary offered far this position in the market.

Advertisement:

Dealership should give the advertisement for the posts to be filled the advertisement can

be placed in

Job search site – NAUKARI.Com



Tata motors has tied up with naukari.com for provide channel to the dealerships to

get man power as per standard dealers need to register and place the vacancy

notification or the site.

The individual response can be viewed only by that dealer and not by any dealer.

Local manpower/ automobile magnize.

Dealership own website.

Selection: First stage in the selection in short listing of candidates applies the following short

listing.

Does the candidate have required qualifications as specified by tata motors?

What is his experience in the similar position else where?

What is the skill level he has? Preference should be given if he has worked on higher

technology car like CRDI, EURO Cars.

Second stage is interviewing

The panel of the interviews should include ideally 2-3 people general manager works

manager any other experienced person from industry final interview by CEO or

dealer principal for the past of worker manager/ general manager/ spare parts

Manager do involve CSE’s in the panel.

This interview should be targeted at assessing the capabilities of the person to the take

up with the current profile, ability to deliver results and learning attitude.

Appointment:

Dealership should after an appointment letter mentioning the terms

and conditions remuneration and various benefits. It is a good strategy for improving

retention that the candidate signs a 3-4 years bond with the company. Alternatively a

small portion from retention money and can be rein based after 3 years.

It is good to finalized at least 2-3 candidates for each vacancy. This date will be

helpful in care dealership need to appoint some body in the immediate future.



Performance appraisal (Measurement):

The performance of the various personnel is found out through

various DQCTC audit and reports. These are included management basis.

Basis on the D-2 audit G.M (General Manager), W.M (Work

manager), C.R.M (Customer relation manager) has to do some basic preparation to

conducting review.

1. collect all the back-up sheets( audit forms)

2. Do the qualitative analysis of the report a note down the areas where performance

has gone down for each person.

3. Analyze yourself the reasons for poor performance.

Work manager:

DQCTC

D- Diagnostic

Q- Quality

C- Cost

T- Time

C- Customer and complaint handling

Work manager role are

1) To give hassle free service experience to the customer by

-Minimizing the repeat complaint and revisits within service and intervals

-Ensuring that work is called out as per time schedule so that there is no

deviation in promise time.

2) Improve the revenues the work shop through

-improving productivity



-Minimizing repeat complaints by ensuring the repair and maintenance is

Carried out as per the standard process defined by the TATA motors.

3) To manage the training needs of the technicians.

Customer expectation as per JDP (James David Power) Parameters.

Service quality

Ability to diagnose problems properly

Quality of work performance on the vehicles

Toughness in fulfilling requests

Availability of pets for service

Problems experienced

Trouble free operation

Freedom from squeals and rattles

Ease of maintain and repair overall quality relialibility and duties

User friendly service

Consideration for the customers free

Standing behind their service

Convents days and hours of operation

Cleanliness and appearance of service facility.



Standard Modules

A) Performance management

a. Ensuring repair quality

Sign specific tools/equipments

Adhering to quality parameters specified

Carrying out all prework standard checks

To ensure this a work manager has to do a (c-2) (b) job card, audit

on daily basis for each team. It should be a live audit.

To ensure that the quality parameters have indeed has been

adhered to work manager should ask the technical to show the

quality parameter value set on any particular car.

b. Ensuring washing quality

c. Ensuring timely delivery

d. Improving worships productivity.

B) Customer complaint management

a. Work manager has to refers to (c-8) on daily basis to know and resolve the

open complaint.

b. Whenever a complaint vehicle comes to workshop for resolution, work

manager will himself diagnose the problem with service advisor.

c. Complaint open for more than 3 days work manager should put up this

comments obey the complaint cannot be closed



C) Human resource managemente. training

f. incentives/rewards

g. house keeping

h. review

Daily review

Conduct review with TC on the C-2(B)

Conduct daily review along with CRM(customer relationship

management)on the shop floor in the front of daily meeting board

Discuss the repeat complaint received during the calls made on the previous

day with the concerned team

Weekly review

Conduct weekly review along CRM in the shop floor in front of C-5 and

C-6 board

Discuss the critical performance parameters

Set targets for next weak and prepare action plan for each group

Monthly review

Participate in the monthly review meeting along with TATA motors

representatives.

Discuss the performance scores critical manpower like quality audit

Discuss process score like C-2,C-4

Prepare monthly action plan and set targets for composite score for the next

month



Organisation structure of sales department


AGMAssistant General

Manager

Sales

Sales manager1

Sales manager2

Sales manager3

Sales executive

Sales executive

Sales executive

Sales executive

Sales executive

Sales executive

Showroom sales executive

Accessories

AccessoriesIn charge

Assistant accessories in charge

Reception

Account manager

Account in charger

Assistant account in charge

Back office

System admin Data entry Insurance and executive in charge

Back office in charge SSMSales

satisfaction manager

PDI Supervisor

L1 technician

Electrician


Work Profile, Roles and Responsibilities of sales department

Sales manager

Conduct a meeting at sharp 9.30am, taking daily commitment(delivers{finance

and ex-warranty},new enquiry generation and booking)

Taking knowledge of CRMDMS and operating system.

Taking care daily enquiries and opening the green forms

Taking care of requirements of vehicles.

Taking care of committed daily target.

Arranging the weekly training according to the requirements of the sales

executives.

Planning for the demo camp and test drive camp every month 10to 22nd and

execute them successfully.

Submit report to AGM & TATA motors (with necessary documents) of the demo

camp after the event.

Replaying to any mail or sending any mail has mark to AGM

Vehicle allotment

Keeping knowledge about competitive products, scheme and price.

1. Showroom executive

Attending the walk-in customers.

Taking care of green forms of the prospective customers.



Maintaining the showroom walk in & inquiry register.

Taking care of water & tea for the customers.

Guiding the customers to solve there quarries, & informing the responsible

persons.

Taking care of the cleanness of showroom & display vehicles in showroom

2. Sales executive At morning, daily commitment of green & yellow forms & delivery

Taking care of finance, insurance, warranty, commitments of relative customers.

Executive has to take care of customers before booking to hand over the final

documents to customers.

Prior approval of SM before commitment

Taking care of outdated (30days) green forms.

At evening, report of the morning commitments.

Keeping knowledge about competitive products, scheme & price.

Finance Manager

Providing the full information of finance scheme & finance documents to the

customer & charges of documents.

Finance manager has take care all the financial issues (receipt, invoice, insurance

copy & key), it may be in house or non in house, bank.

Taking care of the RO & finance amount.

After receiving the payment by the financier arrange to send documents for

financier (finance company or bank).

Replaying to any mail or sending any mail has to AGM

SSM

Taking care of vehicle delivers in time.

Making the available all the resources at the times of delivery.

Before delivery checking the file of the customer & taking the signature of

accountant, sales manager, and assistant general manager on that file.

Taking care of white forms, maintaining the quality of white form.

Sending the photo & thanking letter to customer.



Making calls to customer within 48 hours after the delivery of vehicle.

Corresponding with TATA motors (RSSM, SSM, and TML).

Taking care of empower card.

Replaying to any mail or sending any mail has to AGM

BACK OFFICE

1. System operator

Opening green and yellow forms in CRMDMS

Invoicing, sales certificate

Taking care of out dated green & yellow form

At the end of the day mailing the daily reports (stock, A/C, billing) to AGM.

Taking care of the documents of TP.

Replaying to any mail or sending any mail has mark to AGM.

2. System admin

Sending daily enquiries reports to PCDB

Taking care of punching of vehicles

Checking the TML & TMLD payments

Checking the mails & informing the concern person

Taking care of mails correspondence.

Taking care of reports like rolling plan, activity plan, off take & retails,

opening & closing stock of the month.

Taking care of connectivity of CRMDMS

Providing the training & solving the problem of the CRMDMS

Taking care of computers of the organization.

Replaying to any mail or sending any mail has mark to AGM.



3. Billing personal

Taking care of back office work.

File updating, maintaining the soft copy of customer data.

Putting payments receipt in customer’s file.

Taking care of extended warranty & sending payments in time according to

global administration commitments.

Sending finance documents after receiving the payment from the financier.

Taking care of TP & all documents of the customers.

Replaying to any mail or sending any mail has mark to AGM

ACCESSORIES

Convincing the customers for accessories(sales and service)

Taking care of FOC accessories.

Taking care of accessories bill before delivery of the vehicle

Taking care stock report & daily reports.

PDI In charge

Checking the vehicle properly after receiving from TATA motors(condition of

vehicle, any denting & damages in transport report immediate to AGM)

Taking care of delivery vehicle ( with all fitments )

Taking care of showroom display.

Taking care of stock vehicles(keep clean)

Service manual, tool kit, spare bulbs, parking triangle, first aid kit & remote of

the stereo or vehicle had to keep out side safely.

Receptionist

Inviting the customer who is coming in the showroom & introduce to concern

person.



Attending the call coming on board.

Taking care of the couriers(sending & receiving)

Attending the customers in showroom.

Taking care of the customer (water & tea)

ACCOUNTS

A/C person should available in office hours in his cabin to collect the cash &

raise a receipt against it in CRMDMS.

After cash receiving immediately raise a receipt in CRMDMS.

Coordinating with finance manager regarding the finance payments & raising

the receipt in CRMDMS.

Daily morning reporting with the A/C detail of TML & TMLD & details of

booking payments.

Daily reporting dealer A/C online operated by customer or executive.

Don’t accept out station cheque.

Before delivery of vehicles check the payments details & sign on the customers

file.

END OF THE ORGANISATION

STUDY OF

BIJJARAGI MOTORS



RESEARCH PROBLEM

The Research Problem

“Study the Customer perception and loyalty towards Bijjargi motors”

OBJECTIVES OF THE STUDY

1. To know Indian Auto Industry.

2. The main objective is to know customer behaviour towards Bijjaragi motors.

3. To know the how many customer are loyal towards Bijjaragi motors.

4. To determine the customer awareness towards Bijjaragi store.

5. To know the factors influencing customers to buy in that particular store.

6. To know the customer loyalty towards BIJJARAGI MOTORS.

7. To study whether company is succeeded in developing a store styled to the

particular customer personality or status.

RESEARCH METHODOLOGY

The methodology is the method used in the collecting the information, which

assists for the research problem



Description of research

Marketing research design specifies the procedure for conducting a research project.

The survey was conducted with the objective “To study the Customer perception towards

store and loyalty of bijjaragi motors

Data Collection Method:

Primary data : In this study the primary data is collected by survey research

I.e. systematic collection of information directly from the respondents.

Secondary Data: The company manuals& reports.

SAMPLING METHOD

Define Population: Population is defined in terms of elements, sample units

Sampling Unit: BIJAPUR.

Sampling Frame: Potential Customers for Tata Motors

Sampling Method Selected: Non Probability Sampling Method is chosen.

Sample Size: 50 Respondents

Instrument: Questionnaire



DATA ANALYSIS AND INTERPRETATION

Frequencies

Do you have own TATA motor car?

Frequency Percent Valid Percent Cumulative Percent

Valid yes 96.1 98.0 98.0

no 2 2.0 2.0 100.0

Total 100 98.0 100.0

Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents,

98% are owner of Tata motor car 2% are not.

Interpretation Most of respondents have own Tata car.



Frequencies

Which motor car you have?


Valid Tata indica 50 49.0 50.0 50.0Tata indigo 10 9.8 10.0 60.0Tata sumo 20 19.6 20.0 80.0Tata safari 20 19.6 20.0 100.0

Total 100 98.0 100.0 Missing System 2 2.0

Total 102 100.0

Data analysisFrom the above graph it has been observed that out of 50 respondents.

There are 50% respondents have TATA indica car, 10% respondents have TATA indigo, 20% respondents have TATA sumo, 20%respondents have TATA safari.

Interpretation Most of respondents have TATA INDICA car.

Frequencies



Since how long you are using this car (year)?


Valid 0-2 30 29.4 30.0 30.0

2-4 30 29.4 30.0 60.0

4-6 20 19.6 20.0 80.0more than 6 20 19.6 20.0 100.0

Total 100 98.0 100.0

Missing System 2 2.0 Total 102 100.0


30% of the respondents are using 0-2 year. 30% of the respondents are using 2-4 year, 20% of the respondents using 4-6 year. 20%of the respondents are using more than 6 years. 2% missing.

InterpretationMost of respondents are using in between 0-2 year to 2-4 years.

Frequencies



Where did you purchase tata motor car?

Frequency Percent Valid Percent

Cumulative Percent

Valid Bijjaragi motors 70 68.6 70.0 70.0

Manikbag motors 10 9.8 10.0 80.0

Bhagyodaya motors 10 9.8 10.0 90.0Sterling motors 10 9.8 10.0 100.0Total 100 98.0 100.0



70% of the respondents purchased car in Bijjaragi motors. 10%of the respondents purchased in Manikbag, 10%of the respondents purchased in Bhagyodaya, 10%of the respondents purchased in Sterling.

InterpretationMost of respondents have purchased (70%) car in Bijjaragi motors Bijapur.

Frequencies

Why did you purchase in that show room?




Cumulative Percent

Valid on time delivery

10 9.8 10.0 10.0

service 35 34.3 35.0 45.0

nearest 40 39.2 40.0 85.0

availability 15 14.7 15.0 100.0

Total 100 98.0 100.0


Total 102 100.0


10%of the respondents purchased car in that showroom because of on time delivery,

35%of the respondents purchased car because of service, 40% of the respondents purchased car because of nearest showroom, 15% of the respondents purchased car because of availability.

InterpretationMost of respondents are to purchase a car in Bijjaragi motors because of nearest place for purchase.

Frequencies

How do you rate the dealership facility in Bijjaragi motors?




Valid Highly satisfied

33 32.4 33.0 33.0

satisfied 48 47.1 48.0 81.0dissatisfied 9 8.8 9.0 90.0

Highlysatisfied

5 4.9 5.0 95.0

average 5 4.9 5.0 100.0Total 100 98.0 100.0



34% of respondents are highly satisfied with dealership facility in Bijjaragi motors,

47% of the respondents satisfied with dealership facility in Bijjaragi motors , 9% of the respondents dissatisfied with the dealership facility in Bijjaragi motors, 5% of respondents are highly dissatisfied with dealership facility in Bijjaragi

motors, 5% of the respondents on an average.

InterpretationMost of respondents are (47%) satisfied with the dealership facility in Bijjaragi motors Bijapur.FrequenciesHow do you rate the fairness of your deal in Bijjaragi motors?

Frequency Percent Valid percent

Cumulative Percent



Valid highly satisfied

46 45.1 46.0 46.0


highly dissatisfied

5 4.9 5.0 96.0

average 4 3.9 4.0 100.0Total 100 98.0 100.0



46% of the respondents are highly satisfied with Fairness of deal in Bijjaragi motors,

29% of the respondents satisfied with the fairness of deal in Bijjaragi motors, 16% of the respondents dissatisfied with the fairness of deal in Bijjaragi motors. 5% of the respondents highly dissatisfied, 4% of respondents on an average.

InterpretationMost of respondents are highly satisfied (46%) with the fairness of deal in Bijjaragi motors Bijapur.FrequenciesHow do you rate your experience of the sales person of Bijjaragi motors?




Valid highly satisfied 67 65.7 67.0 67.0 satisfied 24 23.5 24.0 91.0 dissatisfied 4 3.9 4.0 95.0 highly dissatisfied 3 2.9 3.0 98.0 average 2 2.0 2.0 100.0

C Total 100 98.0 100.0 Missing System 2 2.0 Total 102 100.0


67% of the respondents are highly satisfied with experience of the sales person in Bijjaragi motors.

24% of the respondents satisfied, 4%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 2%of the respondents on an average.

InterpretationMost of respondents are highly satisfied (67%) with experience of the sales person in Bijaragi motors Bijjaragi.

Frequencies

How do you rate the financial process in Bijaragi motors?

Frequency Percent Valid PercentCumulative

Percent Valid Highly 38.0



satisfied 38 37.3 38.0Satisfied 47 46.1 47.0 85.0

Dissatisfied 9 8.8 9.0 94.0highly

dissatisfied 3 2.9 3.0 97.0average 3 2.9 3.0 100.0


Total 102 100.0


38% respondents highly satisfied with the financial process in Bijjaragi motors, 47% of the respondents satisfied, 9%of the respondents dissatisfied, 3% of the respondents highly dissatisfied, 3% of the respondents on an average.

InterpretationMost respondents satisfied (47%) with the financial process in Bijjaragi motors.

Frequencies

How do you rate the purchase process in Bijjaragi motors?


Cumulative Percent

Valid highly



satisfied 44 43.1 44.0 44.0satisfied 45 44.1 45.0 89.0

dissatisfied 7 6.9 7.0 96.0highly

dissatisfied 2 2.0 2.0 98.0average 2 2.0 2.0 100.0


Total 102 100.0


44% respondents highly satisfied with the purchase process in Bijjaragi motors, 45% of the respondents satisfied, 6%of the respondents dissatisfied, 2%of the respondents highly dissatisfied, 3% of the respondents on an average.

InterpretationMost of respondents are satisfied (45%) with the purchasing process Bijjaragi motors.

Frequencies

How do you rate the delivery timing in Bijjaragi motors?

Frequency Percent Valid PercentCumulative

Percent



Valid highly satisfied 30 29.4 30.0 30.0



Total 102 100.0


30% of respondents highly satisfied with the delivery timing in Bijjaragi motors. 60% of the respondents satisfied with the delivery timing in Bijjaragi motors, 10% of the respondents dissatisfied with the delivery timing in Bijjaragi motors,

Interpretation Most of the respondents (60%) satisfied with the delivery timing in Bijjaragi motors Bijapur.

Frequencies

Are you satisfied with overall performance of Bijjaragi motors?


Cumulative Percent



Valid highly satisfied 80 78.4 80.0 80.0

satisfied 20 19.6 20.0 100.0

Total 100 98.0 100.0


Total 102 100.0


80% of the respondents highly satisfied with the over all performance of Bijjaragi motors,

20% of the respondents satisfied with the overall performance of Bijjaragi motors.

InterpretationMost of respondents are highly satisfied (80%) with the overall performance of Bijjaragi motors Bijapur.

Frequencies

Do you recommend your friend & relative to purchase motor car in Bijjaragi motors?




Valid Yes 85 83.3 85.0 85.0

No 15 14.7 15.0 100.0

Total 100 98.0 100.0


Total 102 100.0


85 % of the respondents recommend their friend/relative to purchase motor car in Bijjaragi motors.

15% of the respondents do not recommend their friend and relative to purchase motor car in Bijjaragi motors.

InterpretationMost respondents (85%) recommend friend/ relative to purchase a motor car in Bijjaragi motors Bijapur.

FINDINGS

From graph 1st it can be analyzed that 98% of the respondents have own TATA

motor car, 2% of are not.



From the graph 2nd it can be analyzed that 50% of the respondents using tata

indica car, 10% of the respondents using tata indigo car, 20% of the respondents

are using tata sumo, 20% of the respondents are using tata safari.

From graph 3rd it can be analyzed that 30% of the respondents are using 0-2 years,

30% of the respondents using 2-4 years, 20% of the respondents using 4-6 year,

20% of the respondents using more than 6 years.

From graph 4th it can be analyzed that 70% of the respondents are purchased car

in bijjaragi motors, 10% of the respondents are purchased car in manikbag, 10%

of the respondents are purchased car I bhagyodaya motors, 10% of the

respondents purchased car in sterling motors.

From graph 5th it can be analyzed that 10% of the respondents are purchased,

because of on time delivery, 35% of the respondents are purchased, because of

service, 40% of the respondents are purchased, because of nearest, 15% of the

respondents are purchased, because of availability.

From graph 6th it can be analyzed that 33% of the respondents are highly satisfied,

48% of the respondents are satisfied, 9% of the respondents are dissatisfied, 5%



of the respondents are highly dissatisfied, 5% of the respondents are on an

average.


29% of the respondents are satisfied, 16 % of the respondents are dissatisfied,

5% of the respondents are highly dissatisfied, 4% of the respondents are on an

average.




average.




average.

From graph 10th it can analyze that 44% of the respondents are highly satisfied,



average.

From the graph 11th it can be analyzed that 30 %of the respondents are highly

satisfied, 60% of the respondents are satisfied, and 10% of the respondents are

dissatisfied.



From the 12th graph it can be analyzed that 80% of the respondents are highly

satisfied, 20 % of the respondents are satisfied.

. From the 13th graph it can be analyzed that 85 % of the respondents

recommended their friends relatives to purchase a car in Bijjaragi motors, 15%

of the respondents do not recommend their friend relative to purchase car in

Bijjaragi motors.



SUGGESTIONS

According the research I suggest bijjargi motors that they need to

deliver the vehicles at promised time as well as in time for the first time purchase or by

the time of taking service after purchase by which it can attract more customer by referral

of satisfied customer of bijjargi motors

And I also suggest the bijjargi motors to increase basic facilities in the showroom.

CONCLUSION



To conclude, most of the respondents are very much satisfied with the service

provided by the bijjaragi motors. Looking into the long term perspective it is very best

sign for the company.

By measuring respondent’s satisfaction level it will bring out positive benefit to

bijjaragi motors, sale person and customers. Respondent’s satisfaction boosts more sales

and faithful customer to the bijjaragi motors; it will also help to the bijjaragi motors to

introduce more and more promotional activities, good margin and better service.

And also customer perception towards to bijjaragi motors is very much helpful in

the selling of products more with the help of store loyalty, as many of the customers are

loyal with the Bijjargi motors

QUESTONNARIES

Dear sir/madam,

Name: _________________________________________

Occupation: ____________________________________



Mobile: ________________________________________

Address: _______________________________________

______________________________________

______________________________________

1) Do you have own TATA Motors car? a) Yes b) No

2) Which motor car you have? a) Tata Indica b) Tata Indigo

c) Tata Sumo d) Tata Safari

3) Since how long you are using this car(year) a) 0-2 b) 2-4

c) 4-6 d) more than 6

4) Where did you purchase tata motor car? a) Bijjaragi Motors b) Manikbag Motors c) Bhagyodaya motors d) sterling motors

5) Why did you purchase in that show room?

a) On time delivery b) Service

c) Nearest d) Availability

6) How do you rate the dealership facility in Bijjaragi motors? a) Highly satisfied b) Satisfied



c) Dissatisfied d) Highly dissatisfied

e) Average

7) How do you rate the fairness of your deal in Bijjaragi Motors?

a) Highly satisfied b) Satisfied


e) Average

8) How do you rate your experience of the sales person of Bijjaragi motors?



e) Average

9) How do you rate the financial process in Bijjaragi motors?



e) Average

10) How do you rate the purchase process in Bijjaragi motors?



e) Average

11) How do you rate the delivery timing in Bijjaragi motors?





e) Average

12) Are you satisfied with overall performance of Bijjaragi motors? a) Highly satisfied b) Satisfied


e) Average

13) Do you recommend your friend & relative to purchase motor car in Bijjaragi motors?

a) If yes, Why___________________________________

b) If no, Why____________________________________

14) Any suggestion _____________________________________

_____________________________________

_____________________________________ _____________________________________

BIBILIOGRAPHY

Reference Book:

Marketing Research by Parasuraman

Marketing Research by Tull and Hawkins



Website:

www.google.com

www.tatamotors.com

THANK YOU


http://www.tatamotors.com/

http://www.google.com/

