Service Management


Presentation in SM

on

Marketing Mix and Blue Print of Maruti Suzuki
Service Station

Presented by-

Amir Khusroo JIML09010

Amrita Singh JIML09014

Ankit Khandelwal JIML09019

Ankur Oberoi JIML09026

AnuNigam JIML09029

Anusha Arora JIML09030

Apurva Chaturvedi JIML 09032

Introduction
 Maruti Suzuki is one of India's leading
automobile manufacturers and the market
leader in the car segment, both in terms of
volume of vehicles sold and revenue earned.
 The Group’s operations are in 1200 towns and
cities with 2628 workshops and also exports
cars to other countries
 Maruti Suzuki offers 15 models.
 other activities of the Group comprise of
facilitation of Pre-Owned Car Sales, Fleet
Management and Car Financing.
Variants
 Maruti 800, Omni, Esteem, Alto
 A Star, Wagon R, Zen Estilo,
 Swift, Swift Dzire and SX4
 Grand Vitara (Grand Vitara is imported from
Japan as a completely built unit )
 remaining all models are manufactured in
Maruti Suzuki's Gurgaon Plant
 Marutisuzuki was born to make people’s car
for middle class india.
 The mission of Maruti is to motorise India
History
 Established in February 1981 with Maruti 800


 Its'only competitors- Hindustan

Motors-’Ambassador’ and Premier’s Padmini
were both around 25 years out of date at
that point
 Maruti 800, till 2004, was the India's largest
selling compact car ever since it was
launched in 1983.
 The company vouches for customer
satisfaction. For its sincere efforts it has
been rated (by customers) first in customer
satisfaction among all car makers in India
for ten years in a row in annual survey by J
D Power Asia Pacific.

 18.28% of the company was owned by the
Indian government, and 54.2% by Suzuki
of Japan
 The Indian government held an
initial public offering of 25% of the
company in June 2003.
 As of 10 May 2007, Govt. of India sold its
complete share to Indian financial
institutions. With this, Govt. of India no
longer has stake in Maruti Udyog.
maRKETING MIX OF MARUTI SUZUKI
SERVICE STATION

People
 Recruiting the right staff and training them appropriately in the
delivery of their service
 In each service station 30-40 people are there, including managers
to technician, mechanic, and office boy.

Process
 Refers to the systems used to assist the organization in delivering
the service.
 Process is the important ingredient which makes the organization
success or failure.

Physical Evidence
 consumers will make perceptions based on their sight of the
service provision which will have an impact on the organizations
perceptual plan of the service.

Products
 Maruti Suzuki offers 15 models.

Price
 Maruti Suzuki has different price range for different product,
different price package are there.

Place
 Maruti has 2628 listed Authorized service stations and 30 Express
Service Stations on 30 highways across India.

Promotion
 Regular reminding of the service time period
 Providing Insurance and other service at one roof
 Segmenting for the regular customers.



Service Station
 Maruti has 2628 listed Authorized service
stations and 30 Express Service Stations
on 30 highways across India.
 Service is a major revenue generator of the
company. Most of the service stations are
managed on franchise basis, where
Maruti trains the local staff
 The Express Service stations help many
stranded vehicles on the highways by
sending across their repair man to the
vehicle
Service Process
 Entrance : Security check or respective no. to
the car in the queue.
 Inspection Manager: Inspection of the vehicle
 Job sheet: things to be done , km traveled,
accessories, fuel present.
 Estimate is prepared and shown to the
customer
 Three copies of the job sheet is made and
send to
 Supervisor
 Washing floor supervisor
 Account department
 Time allocation to different mechanics
 After the completion floor inspection manager
checks the work done.

 Vehicle is send to next floor If satisfactory
work done otherwise sent back.
 Road test by customer and supervisor.
 Vehicle is let out of gate.
 Followup calls to the customer by CRM about
the performance and up coming services,
schemes and insurance laps.
 Blueprinting of Maruti
suzukiservice
meline Act 1
station
Service Standards W
W
and Scripts Visiting and W Confirmation
Called the …
greeted by of the
Stage

Physical customer
Evidence the staff customer Line of
interaction
Car checked customer test Contact person
Front -

Make and
appointment drive the car (visible actions)
accessories with the staff
Line of visibility

Job card car take to Billing is done

- Stage

Contact person
preparation the diff dept. (invisible actions)

Line of internal
physical
Back

Make Giveof the Record is interaction

estimation concerned maintained the
Support mechanics data base
Processes
Service differentiation
 The customer is greeted with in 3 minutes
after entering into the service station.
 Provide home delivery for customers
 Follow up and free of cost servie in case of
fault within 7 days
 Less lead time
 timely delivery
 Maruti genuine products

Service differentiation
 Incase of complaints and time constraints
picking and delivering the car by service
mechanic is also in place
 For lady customers door to door services
 Two kind of services A+ and express
MGP MASS and MGA
 Maruti genuine products, Maruti authorized
service station and Maruti genuine
accessories.
 During the service MGP is used
 Incase of dissatisfaction original boxes are
even shown to the customer
 Maruti make sure about the service being
delivered by the MASS

Employee efficiency and
satisfaction
 Employee performance is reviewed at the end
of every month
 The technicians or the mechanics for who’s
end the complains came we send them for
the training or keep and eye on the work of
that particular person, so that there is not
the repeat complain
 Reward system for each and every employee
targets are given
Reward system
 Reward system for each and every employee
 Targets are given to the employees
 The employee who gets the maximum points
on the score card from the customer will be
rewards by the company and by the agency
where he is working.