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Shreeji Automart Pvt.

Ltd

A PROJECT REPORT ON CUSTOMER SATISFACTION OF SHREEJI AUTOMART PVT LTD (TATA MOTORS AND FIAT AUTHORIZED DEALERSHIP) SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF BACHELOR OF BUSINESS ADMINSTRATION SUBMITTED BY:RYTHAM KANDHARI SY BBA-A ID NO. K-163

SUBMITTED TO MISS RANJITA BHOWMICK MR MOHAN RAO SIR FACULTY MEMBERSMETAS ADVENTIST COLLEGE ATHWALINES, SURAT-395001 GUJARAT, INDIA

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Shreeji Automart Pvt. Ltd

A PROJECT REPORT ON CUSTOMER SATISFACTION OF SHREEJI AUTOMART PVT LTD (TATA MOTORS AND FIAT AUTHORIZED DEALERSHIP) SUBMITTED FOR THE PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE DEGREE OF BACHELOR OF BUSINESS ADMINSTRATION SUBMITTED BY:RYTHAM KANDHARI SY BBA-A ID NO. K-163

SUBMITTED TO MISS RANJITA BHOWMICK MR MOHAN RAO SIR FACULTY MEMBERSMETAS ADVENTIST COLLEGE ATHWALINES, SURAT-395001 GUJARAT, INDIA

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PREFACE The professional training is the internal part of a BBA program. It helps the student understand practical aspects of Business Management in a better way as a part of my B.B.A. program at Seventh Day Adventist College. Marketing Management is the systematic and objective identification,

collection, analysis, dissemination, and use of information for the purpose of improving decision making related to identification and solution of problems and opportunity. Perception is the process, by which an individual selects, organizes and interprets information inputs to create a meaningful picture of the world around as To be a Bachelor of Business Administration student is a matter of pride because we are in field, which help us to develop from a normal human being into a disciplined, and dedicated professional. One has to be a good learner to sharper knowledge in the particular field to achieve and attain the desired goals and heights. I analysed the customer satisfaction of Shreeji Automart Pvt Ltd (Tata motors and Fiat Authorised Dealership). I fully gave the discussion on Customer Satisfaction and its various elements are discussed in detail prior to the above mentioned organization. And I also conducted Customer Satisfaction Survey of Shreeji Automart Pvt Ltd (Tata motors and Fiat Authorised Dealership) in the Surat City of Gujarat. I used random sampling method as the research and data collection tools. The responses were collected from 50 respondents from various customers of Shreeji Automart P.v.t Ltd. I hope this will be helpful in finding the Customer Satisfaction of the Shreeji Automart Pvt Ltd.

RYTHAM KANDHARI

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Shreeji Automart Pvt. Ltd

ACKNOWLEDGEMENT

Writing is a solitary task. However turning of millions of bytes of information requires an army of talented folks. I have been fortunate enough to be assisted by many talented and caring people. And I wish to express my appreciation all those help has been most valuable. To all these truly outstanding people, and many others too, my warm personal regard. First of all I really thankful to my North Eastern Hill University because of them I could achieve the target. I express my sincere thanks to my project guide Mr. Mohan Rao and Miss. Ranjita Bhowmick who had guided to me throughout my project. I would also thankful to the Shreeji Automart Pvt Ltd (TATAMOTORS AND FIAT Dealership) for giving me this opportunity to work on project. I convey my heart full thanks to the Miss Monica Motwani (Human Resource Manager) and the staff members of Shreeji Automart, with their help and corporation. Last but not the least I am thankful to my parents and friends who have provided me with their constant support throughout this project.

I am indeed grateful to my Director Dr. M.S. Jermiah for providing me the necessary guidance and facility required for completion of this project and for being an effective source of inspiration. I am thankful to the library for providing the necessary magazines and journals without which the completion of this project would not be possible.

Yours Faithfully RYTHAM

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SECTION NO. 1 2

CONTENTS

PAGE NO. 9 10
11 12 13

OBJECTIVE OF STUDY INDUSTRY PROFILE


Overview of world automobile industry The worlds best automobile companies World auto industry is turned to developing markets

Measures to be adopted by global leaders of world auto industry An Overview of the Indian Automobile Industry

13

17 Industry Overview Segment know how 18 19

Miscellaneous Cars by price range

19 20

Automobile industry in India 23 Indian automobile export market 23 24 25

Key automobile manufactures in India Potential of the Automobile industry

Global Challenges in the Automotive Industry

25

COMPANY PROFILE
Tata and fiat motors company profile Industry Dynamics & Competition

26
27 30 32

Evolution of fiat logo Shreeji Automart Pvt. Ltd. Company Profile 33

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INTRODUCTION OF TOPIC
Customer value Goals pertaining to customers according to shreeji Automart Customer segmentation Tata NANO - A History in the Making

35
36 36 37 39

Customer perceived value


CPV Total customer value

42
42 42

Total customer cost

42

Total customer satisfaction


Definition Customer expectations

43
43 43

Delivering high customer value Measuring satisfaction

43 47 48

Measuring satisfaction in shreeji automart

Nature of high performance business


Stakeholders Processes

52
52 53

Resources Organization

53 53

8 9

Organization and organizational structure Delivering customer value and satisfaction


Value chain Value delivery network

54 55
55 57

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10

Attracting and retaining customers


Attracting customers Computing the cost of lost customers

61
61 64

The need for customer retention

64

11 12

Strategies to handle customers Customer relationship management


Definition Benefits of CRM

66 68
68 68

CRM in shreeji automart

69

13

Customer profitability
Definition Uses

73
73 73

Challenges

73

14

Total quality management


Definition 10 principles of TQM

75
75 75

TQM tools

79

15

Customer satisfaction survey


How You Ask Whether Customers Are Satisfied When To Conduct A Customer Satisfaction Survey

83
84 84

What To Ask In A Customer Satisfaction Survey

84 85 85 86

Customer satisfaction survey in Shreeji Automart Role of the sales person

Role of the Customer Care Manager in Shreeji Automart The procedure to file a compliant by customer

86

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16

Research methodology Importance of Research Making of the Questionnaire What kind of questions do we ask? Types of research Design Steps involved in Research project Data Source

88
89 90 91 96 96 97

17 18 19 20 21

Analysis and interpretation Conclusion Suggestions Bibliography Annexure

98 121 122 123 124

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OBJECTIVE OF STUDY

Every organization has to achieve its organizational goals. For this it is very essential for an organization to know about the view of consumers and their competitive products. This survey research is aimed at finding the Customer Satisfaction of Shreeji Automart Pvt Ltd (Tata Motors and Fiat authorized dealer) and to also estimate the potential buyer for the organization. The objective of the study is as under: To know about the relative customer perception. To analyse the needs and requirements of customers. To know the customer segmentation according to the products. To understand the product line of Shreeji Automart Pvt Ltd. To know how to deliver high customer value To study the strategies to handle the esteemed customers

- To study that how to attract & retain the customer and Customer Relationship Management with TQM. To study the level of customer satisfaction of Shreeji Automart Pvt Ltd To conduct a Customer Satisfaction Survey and analysing it with presentation of results and conclusions drawn.

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OVERVIEW OF WORLD AUTOMOBILE INDUSTRY


Today, the modern global automotive industry encompasses the principal manufacturers, General Motors, Ford, Toyota, Honda, Volkswagen, and Daimler Chrysler, all of which operate in a global competitive marketplace. It is suggested that the globalization of the automotive industry, has greatly accelerated during the last half of the 1990's due to the construction of important overseas facilities and establishment of mergers between giant multinational automakers. Industry specialists indicate that the origins in the expansion of foreign commerce in the automobile industry date back to the technology transfer of Ford Motor Company's mass-production model from the U.S. to Western Europe and Japan following both World Wars I and II. The advancements in industrialization led to significant increases in the growth and production of the Japanese and German markets, in particular. The second important trend in industrial globalization was the export of fuel efficient cars from Japan to the U.S. as a result of the oil embargo from 1973 to 1974.

Increasing global trade has enabled the growth in world commercial distribution systems, which has also expanded global competition amongst the automobile manufacturers. Japanese automakers in particular, have instituted innovative production methods by modifying the U.S. manufacturing model, as well as adapting and utilizing technology to enhance production and increase product competition. There are a number of trends that can be identified by examining the global automotive market, which can be divided into the following factors:3 Global Market Dynamics - The world's largest automobile manufacturers continue to invest into production facilities in emerging markets in order to reduce production costs. These emerging markets include Latin America, China, Malaysia and other markets in Southeast Asia. Establishment of Global Alliances - U.S. automakers, "The Big Three" (GM, Ford and Chrysler) have merged with, and in some cases established commercial strategic partnerships with other European and Japanese automobile manufacturers. Some mergers, such as the Chrysler DaimlerBenz merger, were initiated by the European automaker in a strategy to strengthen its position in the U.S. market. Overall, there has been a trend by the world automakers to expand in overseas markets. Industry Consolidation - Increasing global competition amongst the global manufacturers and positioning within foreign markets has divided the world's automakers into three tiers, the first tier being GM, Ford, Toyota, Honda and Volkswagen, and the two remaining tier manufacturers attempting to consolidate or merge with other lower tier automakers to compete with the first tier companies.

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1st Tier Company Mergers - Volkswagen-Lamborghini; BMW-Rolls Royce 2nd Tier Company Mergers - Chrysler-Mercedes Benz; Renault-Nissan-Fiat 3rd Tier Company Mergers - Mazda-Mitsubishi; Kia-Volvo

The World's Best Automobile Companies


Benjamin Fulford, 04.09.02, 6:00 PM ET The A List: Automobiles Company /Country BMW/Germany 13.2 17.4 23.2 5.4 1.4 0.8 0.3 33,744 25,343 9.3

DaimlerChrysler (nyse: DCX - news - 12.5 people )/Germany Ford Motor (nyse: F - news - people 34.1 )/U.S. FUJI Heavy Inds/Japan 21.0

136,278 46,942 72.3

126.9

2.9

0.2

162,412 29,879 NM

13.8 16.8

1.3 1.7

0.4 0.2

10,390

3,585

15.5

General Motors (nyse: GM - news - 20.4 people )/U.S. Honda Motor (nyse: HMC - news - 15.7 people )/Japan Hyundai Motor/South Korea Mazda Motor/Japan Peugeot/France Suzuki Motor/Japan Volvo/Sweden Yamaha Motor/Japan 3.3 NM 5.1 7.0 19.6 10.7

164,254 33,514 43.8

15.1

2.4

0.8

51,194

40,752 11.8

9.3 216.0 8.4 36.5 52.5 17.2

1.2 2.5 1.6 1.5 0.9 1.3

0.2 0.2 0.3 0.5 0.5 0.2

25,722 15,965 46,055 12,674 17,296 7,002

6,739 3,009

27.0 NM

12,811 10.1 6,785 6,151 1,428 23.2 158.7 54.1

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World auto industry is turned to developing markets With developed markets almost saturated, world auto industry is now focused on developing markets of South America and Asia, and Eastern Europe with special emphasis on BRIC (Brazil, Russia, India, and China). As per reports of International Organization of Motor Vehicle Manufacturers or OICA(the association of the companies involved in World auto Industry), for fiscal end in 2006, auto manufacturers in U.S. have been overtaken by those in Japan, in terms of total volume of auto units manufactured worldwide. However, struggling General Motors of U.S. still remain worldwide leaders of world auto industry, ahead of rapidly growing Toyota Motor Corporation of Japan, by a substantial margin. Measures to be adopted by global leaders of world auto industry Several significant economic measures are being considered by major players of world auto industry in order to make a smooth entry into markets of developing countries, and to make a name for them. Effective measures include : Reducing selling prices of cars manufactured in their factories Improving levels of after-sales services to keep customers satisfied Opening manufacturing factories in developing nations, to reduce effective costs of production as well as saving shipping charges, and enhancing prompt delivery of auto units

The rise in foreign investment has led to the rapid growth of automobile production, its export and developing of a more strong automobile industry. Overseas companies are making huge investments and are installing extensive production capacities in many developing countries. Today, the increase in the purchasing power and standards of living of people has resulted in the increased demand of automobiles especially four-wheelers in the developing nations. The fast pace of life and changes in lifestyles necessitates safer mobility for commuting to and from the work place and for travelling long distances. Research & development has resulted in increased productivity, better quality of automobiles and automotive accessories all across the globe. Low cost vehicles that are scooters and motorcycles have led to the massive growth of some of the fastest developing economies. The future of automotive industry in the developing countries seems bright and promising because of its further growth potential. A lot of the major automotive giants are shifting their production facilities to almost all emerging markets with the main purpose of gaining better access and reduction in their production costs. According to the figures, South America and Asia have witnessed a boom in the past years. The various factors such as cheap financing and price discounts, rising income levels and infrastructure development have helped increasing the growth and development of
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automotive sector in the majority of developing countries around the world. The global automobile industry along with components and parts is expected to reach US$ 1. 9 trillion by 2015, growth and it is thus evident that the economical potential of the auto industry is very high. Reasons for the boost witnessed in the certain regions for the automobile industry are due to the availability of infrastructure facilities such like power supply, machinery, capital and availability of raw materials with efficient and relatively cheaper labor. Automotive industry is providing employment to a population of about 25 million people in the world. This industry not only provides millions of jobs to the people, but also produces billions of dollars in terms of worldwide revenues to many countries that are linked directly or indirectly with automobile industry. This industry is developing new markets worldwide but major shares still remain in the prominent automotive manufacturing regions. North American regions like New England, New York and the Mid-Atlantic, Central New York, Pittsburgh/Cleveland, Western Great Lakes, St. Lawrence Valley, Ohio and Eastern Indiana, Kanawha and middle Ohio Valley, St. Louis, the South-eastern region, Gulf Coast, Central Florida, and the West Coast are the major contributors towards the automotive industry in the USA. The European Union has the largest automotive production regions in the World. The key automobile manufacturing regions are United Kingdom, Rhine-Ruhr River Valley, Upper Rhine Alsace Lorraine region, and the Po Valley in Italy.

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The global automotive component industry is highly diverse and comprises of various product segments like engine parts, drive transmission and steering parts, suspension & braking parts, electrical parts and other auto components parts.

Group General Motors Toyota Ford Volkswagen Group Honda PSA Nissan Chrysler Renault Hyundai Fiat Suzuki Daimler Mazda Kia Total global production: 68340

Unit 9000 9000 7000 6000 4000 4000 4000 3000 3000 3000 3000 3000 3000 2000 2000

Production 8926 8083 6268 5685 3670 3357 3223 2545 2492 2463 2318 2297 2045 1396 1382

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SALES TREND (No. of Vehicles) Category Passenger Vehicles Commercial Vehicles Two Wheelers Grand Total 2004-05 1,061,572 318,430 6,209,765 7,589,767 2005-06 1,143,076 351,041 7,052,391 8,546,508 2006-07 1,379,979 467,765 7,872,334 9,720,078 2007-08 1,547,985 486,817 7,248,589 9,283,391

EXPORTS TRENDS (No. of Vehicles) Category Passenger Vehicles Commercial Vehicles Two Wheelers Total 2004-05 166,402 29,940 366,407 562,749 2005-06 175,572 40,600 513,169 729,341 2006-07 198,452 49,537 619,644 867,633 2007-08 218,418 58,999 819,847 1,097,

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An Overview of the Indian Automobile Industry


Starting its journey from the day when the first car rolled on the streets of Mumbai in 1898, the Indian automobile industry has demonstrated a phenomenal growth to this day. Today, the Indian automobile industry presents a galaxy of varieties and models meeting all possible expectations and globally established industry standards. Some of the leading names echoing in the Indian automobile industry include Maruti Suzuki, Tata Motors, Mahindra and Mahindra, Hyundai Motors, Hero Honda and Hindustan Motors in addition to a number of others. During the early stages of its development, Indian automobile industry heavily depended on foreign technologies. However, over the years, the manufacturers in India have started using their own technology evolved in the native soil. The thriving market place in the country has attracted a number of automobile manufacturers including some of the reputed global leaders to set their foot in the soil looking forward to enhance their profile and prospects to new heights. Following a temporary setback on account of the global economic recession, the Indian automobile market has once again picked up a remarkable momentum witnessing a buoyant sale for the first time in its history in the month of September 2009. The automobile sector of India is the seventh largest in the world. In a year, the country manufactures about 2.6 million cars making up an identifiable chunk in the worlds annual production of about 73 million cars in a year. The country is the largest manufacturer of motorcycles and the fifth largest producer of commercial vehicles. Industry experts have visualized an unbelievably huge increase in these figures over the immediate future. The figures published by the Asia Economic Institute indicate that the Indian automobile sector is set to emerge as the global leader by 2012. In the year 2009, India rose to be the fourth largest exporter of automobiles following Japan, South Korea and Thailand. Experts state that in the year 2050, India will top the car volumes of all the nations of the world with about 611 million cars running on its roads. At present, about 75 percent of Indias automobile industry is made up by small cars, with the figure ranking the nation on top of any other country on the globe. Over the next two or three years, the country is expecting the arrival of more than a dozen new brands making compact car models. Recently, the automotive giants of India including General Motors (GM), Volkswagen, Honda, and Hyundai, have declared significant expansion plans. On account of its huge market potential, a very low base of car ownership in the country estimated at about 25 per 1,000 people, and a rapidly surging economy, the nation is firmly set on its way to become an outsourcing platform for a number of global auto companies. Some of the upcoming cars in the India soil comprise Maruti A-Star (Suzuki), Maruti Splash (Suzuki), VW Up and VW Polo (Volkswagen), Bajaj small car (Bajaj Auto), Jazz (Honda) and Cobalt, Aveo (GM) in addition to several others.

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In India there are 100 people per vehicle, while this figure is 82 in China. It is expected that Indian automobile industry will achieve mass motorization status by 2014.

Industry Overview
Since the first car rolled out on the streets of Mumbai (then Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the then Government and the policies were also not favourable. The liberalization policy and various tax reliefs by the Govt. of India in recent years have made remarkable impacts on Indian Automobile Industry. Indian auto industry, which is currently growing at the pace of around 18 % per annum, has become a hot destination for global auto players like Volvo, General Motors and Ford. A well developed transportation system plays a key role in the development of an economy, and India is no exception to it. With the growth of transportation system the Automotive Industry of India is also growing at rapid speed, occupying an important place on the 'canvas' of Indian economy. Today Indian automotive industry is fully capable of producing various kinds of vehicles and can be divided into 03 broad categories: Cars, two-wheelers and heavy vehicles.

Snippets The first automobile in India rolled in 1897 in Bombay. India is being recognized as potential emerging auto market. Foreign players are adding to their investments in Indian auto industry. Within two-wheelers, motorcycles contribute 80% of the segment size. Unlike the USA, the Indian passenger vehicle market is dominated by cars (79%). Tata Motors dominates over 60% of the Indian commercial vehicle market. 2/3rd of auto component production is consumed directly by OEMs. India is the largest three-wheeler market in the world. India is the largest two-wheeler manufacturer in the world. India is the second largest tractor manufacturer in the world. India is the fifth largest commercial vehicle manufacturer in the world. The number one global motorcycle manufacturer is in India. India is the fourth largest car market in Asia - recently crossed the 1 million mark.

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Segment Know how


Among the two-wheeler segment, motorcycles have major share in the market. Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% share in scooter and TVS makes 82% of the mopeds in the country. 40% of the three-wheelers are used as goods transport purpose. Piaggio holds 40% of the market share. Among the passenger transport, Bajaj is the leader by making 68% of the three-wheelers. Cars dominate the passenger vehicle market by 79%. Maruti Suzuki has 52% share in passenger cars and is a complete monopoly in multi purpose vehicles. In utility vehicles Mahindra holds 42% share. In commercial vehicle, Tata Motors dominates the market with more than 60% share. Tata Motors is also the world's fifth largest medium & heavy commercial vehicle manufacturer. Miscellaneous Hyderabad, the Hi-Tech City, is going to come up with the first automobile mall of the country by the second half of 2008. It would be set up by city-based Prajay Engineers Syndicate in area of more than 35 acres. This 'Autopolis' would have facilities for automobile financing institutions and insurance services to create a complete range of services required for both auto companies and customers. It will also have a multi-purpose convention centre for auto fairs and product launches.

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Cars by Price Range Maruti 800, Maruti Alto, Omni Under Rs. 3 Lakhs Reva Tata Nano Ambassador Chevrolet Aveo U-VA, Chevrolet Spark, Chevrolet Opel Corsa Fiat Palio, Fiesta, Ford Icon Hyundai Santro, Hyundai i10, Hyundai Getz Rs. 3-5 Lakhs Maruti Zen, Maruti Wagon R, Maruti Versa, Maruti Esteem, Maruti Gypsy, Maruti Suzuki A-Star, Maruti Suzuki Zen Estilo, Maruti Suzuki Swift, Maruti Suzuki Ritz , Mahindra Logan Indigo XL, Indigo Marina, Indigo Manza Tata Indica, Toyota Qualis, Tata Indigo CS Chevrolet Swing, Chevrolet Aveo, Chevrolet Tavera, Chevrolet Optra Magnum Fiat Linea, Fiat Adventure, Fiat Grande Punto, Ford Fusion Hyundai Accent, Hyundai Elantra, Hyundai i20, Hyundai Verna, Hyundai Sonata Embera, Honda City ZX, Honda Jazz Rs. 5-10 Lakhs Maruti Baleno, Maruti Suzuki Sx4, Maruti Suzuki Swift Dzire, Mahindra Scorpio, Mitsubishi Lancer, Mitsubishi Cedia, Mahindra Bolero Toyota Innova, Tata Sumo Victa, Tata Sumo Grande, Tata Safari Skoda Fabia

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Chevrolet Forester Ford Mondeo & Ford Endeavour, Ford Focus Honda Civic, Hyundai i30 Rs. 10-15 Lakhs Skoda Octavia & Combi Toyota Corolla, Toyota Corolla Altis, Tata Indicruz Volkswagen Jetta Audi A4 Chevrolet Captiva Chevrolet Cruzes Honda CR-V, Honda CRV 2008, Honda Civic Hybrid, Honda Accord, Hyundai Santa Fe Maruti Suzuki Grand Vitara, Mitsubishi Pajero, Mercedes C Class Rs. 15-30 Lakh Skoda Superb Opel Vectra Skoda Laura Toyota Camry, Ford Endeavour Thunder Plus, Terracan & Tucson, Toyota Fortuner Volkswagen Beetle Volkswagen Passat Volkswagen Jetta

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Audi A6, A8 & Audi TT, AUDI Q7 BMW X5, 5 Series & 7 Series Mitsubishi Montero, Mercedes Benz S-Class, Mercedes E Class, S Class, SLK, SL & CLS-Class Porsche Boxster, Cayenne, 911 Carrera & Cayman S Toyota Prado Volvo Xc90, Volvo S80 AUDI R8 Bentley Arnage, Bentley Continental GT & Flying Spur, Bentley Azure Maybach Rolls Royce Phantom

Rs. 30-90 Lakhs

Above Rs. 1 Crore

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Automobile Industry in India


With a scintillating 2.3 million units produced in 2008 the Indian automobile industry bagged the position of being the ninth largest in the world. Following economic liberalization, Indian domestic automobile companies like Tata Motors Maruti Suzuki and Mahindra and Mahindra expanded their production and export operations in and across the country and since then the industry has only shown signs of growth. The automobile industry comprises of heavy vehicles (trucks, buses, tempos, and tractors), passenger cars, and two-wheelers. The Indian automobile industry seems to come a long way since the first car that was manufactured in Mumbai in 1898. The automobile sector today is one of the key sectors of the country contributing major to the economy of India. It directly and indirectly provides employment to over 10 million people in the country. The Indian automobile industry has a well established name globally being the second largest two wheeler market in the world, fourth largest commercial vehicle market in the world, and eleventh largest passenger car market in the world and expected to become the third largest automobile market in the world only behind USA and China. The growth of the Indian middleclass along with the growth of the economy over the last few years has resulted in a host of global auto giants setting their foot inside the Indian Territory. Moreover India also provides trained manpower at competitive costs making the country a manufacturing hub for many foreign automobile companies. India proves to be a potential market as compared to most of the other countries which are witnessing stagnation as far as automobile industry growth is concerned. A recent research conducted by the global consultancy firm Deloitte says that at least one Indian automobile company will feature among the top six automobile companies that will dominate the car market by 2020. The Indian automobile industry proved to be in good shape last year even after the economic downturn. This was major due to the fact of renewed interest shown by global automobile players like Nissan Motors which consider India to be a potential market. As far as authorized dealer networks and service stations are concerned Maruti Suzuki is the most widespread. The other automobile companies are also showing rapid progression in this field. Indian Automobile Export market India is a very favourable market for small cars be it production, sales or export. Since the Indian automobile industry is the largest manufacturer of small cars companies like Hyundai and Nissan Motors export about 2, 40,000 and 2, 50,000 annually. India emerged as Asia's fourth largest exporter of automobiles, behind Japan, South Korea and Thailand.
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The Indian automobile exports registered a 22.30 percent growth in the year 2009. The growth trend was as follows: Two Wheelers- 32.31 percent, Commercial Vehicle - 19.10 percent and Passenger Cars grew by - 19.10 percent. Key automobile manufactures in India Maruti Udyog General Motors Ford India Limited Eicher Motors Bajaj Auto Daewoo Motors India Hero Motors Tata Motors Fiat Hindustan Motors Hyundai Motors India Limited Royal Enfield Motors Telco TVS Motors DC Designs Swaraj Mazda Limited

Indian Automobile Industry Growth 2009 Gaining from Government stimulus packages, more demands and lower interest rates on automobile loans the Indian automobile industry witnessed a phenomenal growth of 26.41 per cent in the year 2009. Segment wise cars posted a growth of 25.10 percent and two wheelers sales grew by 26 percent. The year 2009 actually turned out to be one of the best years in the history of the automobile industry in India. If the trend continues the same way then Indian will soon become the second fastest growing automobile market in the world only after China. Domestic Market Share for 2009 - 2010 Automobiles Passenger Cars Commercial Vehicles Two Wheelers Two Wheelers Market Share 15.86 % 4.32 % 3.58 % 76.23 %

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Potential of the Automobile industry In 2008, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors plans to export 250,000 vehicles manufactured in its India plant by 2011. Similar plans are for General Motors. Turnover of Automobile Manufacturers(In USD Million) Year 2002-03 2003-04 2004-05 2005-06 2006-07 In USD Million 14,880 16,544 20,896 27,011 34,285

Global Challenges in the Automotive Industry

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Tata and fiat motors company profile Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs. 92,519 crores (USD 20 billion) in 2009-10. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The Company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer. The Company's 24,000 employees are guided by the vision to be "best in the manner in which we operate best in the products we deliver and best in our value system and ethics." Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 5.9 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The Company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat power trains. The Company is establishing a new plant at Sanand (Gujarat). The Company's dealership, sales, services and spare parts network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India. Tata Motors, the first Company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two iconic British brands that was acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, and subsequently the remaining stake in 2009. Hispano's presence is being expanded in other markets. In 2006, Tata Motors formed a joint venture with the Brazil-based Marcopolo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. In 2006, Tata Motors entered into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the Company's pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008. Tata Motors is also expanding its international footprint, established through exports since 1961. The Company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, South East Asia, South Asia and South America. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia, Senegal and South Africa.
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The foundation of the Company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. With over 3,000 engineers and scientists, the Company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The Company today has R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India's largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck. In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the world have been looking forward to. The Tata Nano has been subsequently launched, as planned, in India in March 2009. A development, which signifies a first for the global automobile industry, the Nano brings the comfort and safety of a car within the reach of thousands of families. The standard version has been priced at Rs.100, 000 (excluding VAT and transportation cost). Designed with a family in mind, it has a roomy passenger compartment with generous leg space and head room. It can comfortably seat four persons. Its mono-volume design will set a new benchmark among small cars. Its safety performance exceeds regulatory requirements in India. Its tailpipe emission performance too exceeds regulatory requirements. In terms of overall pollutants, it has a lower pollution level than two-wheelers being manufactured in India today. The lean design strategy has helped minimise weight, which helps maximise performance per unit of energy consumed and delivers high fuel efficiency. The high fuel efficiency also ensures that the car has low carbon dioxide emissions, thereby providing the twin benefits of an affordable transportation solution with a low carbon footprint. In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile industry, in keeping with its pioneering tradition, by unveiling its new range of world standard trucks called Prima. In their power, speed, carrying capacity, operating economy and trims, they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost. Tata Motors is equally focussed on environment-friendly technologies in emissions and alternative fuels. It has developed electric and hybrid vehicles both for personal and public transportation. It has also been implementing several environment-friendly technologies in manufacturing processes, significantly enhancing resource conservation. Through its subsidiaries, the Company is engaged in engineering and automotive solutions, construction equipment manufacturing, automotive vehicle components manufacturing and supply chain activities, machine tools and factory automation solutions, high-precision tooling and plastic and electronic components for automotive and computer applications, and automotive retailing and service operations.

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Shreeji Automart Pvt. Ltd

Tata Motors is committed to improving the quality of life of communities by working on four thrust areas employability, education, health and environment. The activities touch the lives of more than a million citizens. The Company's support on education and employability is focussed on youth and women. They range from schools to technical education institutes to actual facilitation of income generation. In health, our intervention is in both preventive and curative healthcare. The goal of environment protection is achieved through tree plantation, conserving water and creating new water bodies and, last but not the least, by introducing appropriate technologies in our vehicles and operations for constantly enhancing environment care. With the foundation of its rich heritage, Tata Motors today is etching a refulgent future. Overview Fiat India Automobiles Limited is a 50-50 Industrial Joint Venture between Fiat Group Automobiles S. p. A., (Fiat) and Tata Motors Limited (Tata) originally incorporated on January 02, 1997. The company presently employs about 600 employees and is located at Ranjangaon in the Pune District of Maharashtra. The definitive agreement of the Joint Venture was signed on October 19th 2007. The board of directors for this company comprises of five nominees each from Fiat and Tata. The state-of -the-art facility at Ranjangaon will have an installed capacity to produce 100,000 cars and 200,000 engines, besides aggregates and components. The company plans to double the production capacity for both car units and engines in the next few years. This facility is currently manufacturing the Palio Stile 1.1 and 1.6 models, as well as premium Fiat cars such as the Grande Punto and Linea. The facility will also manufacture Fiats successful 1.3 litre Multijet diesel engines and 1.2 & 1.4 litre Fire gasoline engine. Apart from Fiat cars, the facility will also produce Tata passenger and next generation cars with investment exceeding 650 Million. The plant is expected to provide direct and indirect employment to more than 4,000 people. Fiat, which holds a 50% stake in the Company, also owns and controls five internationally renowned brands: - Fiat Automobiles, Alfa Romeo Automobiles, Lancia Automobiles, Abarth and Fiat Light Commercial Vehicles, the makers of renowned cars such as the Ferrari, Maserati, Alfa Romeo and Lancia besides the Fiat branded cars. Tata Motors Limited, the other partner to the Joint Venture, is the largest automobile company in India, with revenues of Rs. 32,426 crores (USD 7.2 billion) in 2006-07. It is the leader in commercial vehicles in every segment and the second largest in the passenger vehicles market with winning products in the compact, mid-size car and utility vehicle segments. The company is the worlds fifth largest medium and heavy commercial vehicle manufacturer and the worlds second largest medium and heavy bus manufacturer.
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Shreeji Automart Pvt. Ltd

Industry Dynamics & Competition TATA Motors is having highest market share in each segment. Year on year sale of vehicles is increasing but Market share is fluctuating. From Oligopoly market CV industry in India will become a prefect competition market. As many of Indian companies are now entering into the market place with JV with foreign experts in CV. Mahindra & Mahindra is coming up with Navistar (Mahindra Navistar in India) for Heavy CV. Ashok Leyland is coming up with Nissan for Light Commercial Vehicles (LCV). Similarly other player niche players of world CV markets are coming up in Indian market like Volvo, Mercedes Benz & Scania. Now the time Indian market place is very demanding, there is extreme demand for AC Buses & construction equipments for building better infrastructure for India. The scope of the project will be the strategies adopted by the local companies & by the world CV experts in the global market. We will benchmark the Trends in the Global CV Industry, the marketing /channel strategies these companies adopt. How these companies will meet the local requirement of India customers. How govt. is helping Indian CV industry which itself create an all together different marketing strategy / channel. The Indian majors control majority of the market share with TATA motors enjoying major share of that in both cargo and passenger vehicle with a share of 64%. TATA, Ashok Leyland and Mahindra & Mahindra together control over 84% share. Over last 5 years, the CV market has seen global majors entering India eyeing to taste this huge potential. A lot of consolidations, JVs have taken place to position them in India, ASEAN market.

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Shreeji Automart Pvt. Ltd

31 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Evolution of fiat logo

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Shreeji Automart Pvt. Ltd

SHREEJI AUTOMART PVT LTD COMPANYS PROFILE


Shreeji Automart in terms is related to the aspect of working with the companies such as Tata Motors and Fiat as they work on grand levels us being the Authorized dealership showroom provides the easy availability of products i.e. cars of both Tata and Fiat. They cover the entire range of cars covering the overall population reaching every customer with the motive of satisfaction and comfort to them. Shreeji Automart has the authorized dealership to sell the cars of Tata Motors and Fiat company. Shreeji automart is the mediator between both the company and customers. Shreeji Automart has the following goals to enrich their business and deals: 1. Customer satisfaction Shreeji Automart holds customer satisfaction as the upmost goal. They always work for the betterment of the customers only. Providing them more comfort and efficient cars suiting their needs and wants are the first priority of them. Helping the customers with finance and providing innovative solutions to them and lastly customizing the product according to them are their ultimate goal. Customers are provided with wide variety of cars at competitive prices and designs they need to update. Various schemes are offered to them to provide with great deal of satisfaction. The most amazing example to highlight is Tata NANO which has made a remarkable feature to cover the middle class people to make them experience the feeling of car. They try to cover every range of people and provide high scale of satisfaction to them. 2. Services and sales providers Shreeji Automart does covers providing various services and sale as the priority to boost their earnings. They provide various selling of cars in different schemes and offers. Cars are provided in various colours and designs. The services rendered are of high quality and is made available after keeping the views of their valuable customers. Services include not only at time of delivery but they do also include the finance, insurance, paperwork and customer assistance services. They try to make the work of customers easy and manageable. 3. Mediators between both company and customers Shreeji Automart is the authorized dealer of Tata Motors and Fiat which is licensed to sale its products i.e. Cars. It acts as a mediator between the company and the customers. They take the cars and sell to its potential customers there by. They tend to follow the company policies and frame other policies authorised by company for the betterment of customers only. Thus it tries to reach as many as customers they want.

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Shreeji Automart Pvt. Ltd

4. Consistent sales This organization basically aims at selling of as many as cars. They opt for consistent sales to achieve higher results and profits margins. They usually want to boost their sales records so as to survive and make available the quality products and services to their growing customers in future. 5. Awareness in the environment for new products Shreeji Automart always keeps on updating about new products and innovations in the cars designs and patterns so as to inform the customers about the changing scenario and environment. They try to enrich the customers with latest updates and products with view to provide highest satisfaction. Competitors Of Tata Motors and Fiat Honda Maruti Suzuki Hyundai Motors Maruti udyog Toyota

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Shreeji Automart Pvt. Ltd

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Shreeji Automart Pvt. Ltd

CUSTOMER VALUE
Peter Drucker observed that a companys first task is to create customers. Customers face a vast variety of products and brand choices, prices and suppliers. The question arises that how do they make their choices? Customers estimate that or tend to feel that the product should deliver the most value. In a shorter note Customers are Value Maximisers, within the bounds of search costs and limited knowledge, mobility, and income. They form an expectation value and act on it. Whether or not the offer lives up to the value expectation affects both satisfaction and repurchase probability. For example a car named MANZA a Tata product purchased by a potential customer will expect the car to deliver all the best comfort and satisfaction. They will expect the car to be best in features and will hope that the company gives them the best i.e. a product or after sale services. That is how the customer will maximise their value and company will provide them the same.

Goals pertaining to customers according to Shreeji Automart:


Providing product which includes: Price negotiation. Shreeji Automart gives their customers with the facility of price negotiation. They alter the prices of cars to make customers feel that they are important to them. This facility gives customers a considerable power to exercise a considerable control over the prices issue. They can select the car with nominal price and avail many benefits provided to them by the company. Generally customers leave or dont purchase a car over price issue but shreeji automart covers this aspect very smartly and provide array of cars with suitable prices so that customers feel freely to purchase a car of their own choice and wish. Extra Accessories facility Shreeji automart also has the goal or priority to give extra accessories along with the purchased car. Extra accessories not only include the mats and music system that are provided by all other companies. It always keeps the track of customers need and provides them with the facility of accessories wished by them. On time delivery Shreeji Automart never ever makes their customers late with the delivery of car. They treat their customers giving full time to increase the efficiency of delivery schedule as soon as possible. Nobody is perfect though in making things a real success but they try to attempt the success of perfect delivery to customers because customer is a king of market and they follow this principal as the main feature.

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Shreeji Automart Pvt. Ltd

Less paper work Paper work is the only thing which makes a customer tedious and boring to do. They ignore and feel uncomfortable with the documentation process. Shreeji Automart lessens this burden by filling the documents on behalf of customers and by making the process online to reduce the use of much paper and make the documentation process more easy and simple in nature. It offers any ready help to their customers because satisfaction of customer is the only main focus. Insurance facility Insurance is something which safeguards the future against some uncertainty. Thus car is an asset which holds a real worth value and this organization provides the insurance of all the cars they sell. They have different schemes and rate of interest with various recognised banks to offer a customer the easiness and comfort to purchase a car. RTO RTO facility is nowadays done by the organization itself for the customers. The customer has not to bother these things as already this work is done in easy and comprehensive manner. All documents collection, reporting and making necessary papers are done by them only. This gives a sense of ease and relaxation to customers for number and car registration procedures. Finance Facility Shreeji Automart provides the finance facility to its customers. Finance includes the easy availability of loans and confessional rate of interest. This includes various schemes of different cars that it deals. It also gives the choices between the banks they offer. The customer is left at its own option. He can take the finance facility from the company itself or from outside. This facility provides the ease and comfort to customer. Customer segmentation (according to cars) Tata Motors usually has 4 categories in segmentation of their products. They are as follows: Passenger cars and utility vehicles

Tata Safari Tata Indica Tata Vista Tata Indigo Tata Manza Tata Nano

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Shreeji Automart Pvt. Ltd

Concept vehicles 2000 Aria Roadster 2001 Aria Coupe 2002 Tata Indiva 2004 Tata Indigo Advent

Commercial vehicles

Tata Ace Tata TL/Telcoline/207 DI Pickup Truck Tata 407 Ex and Ex2 Tata 709 Ex Tata 809 Ex and Ex2

Military vehicles

Tata LSV (Light Specialist Vehicle) Tata Mine Protected Vehicle (44) Tata 2 Stretcher Ambulance Tata 407 Troop Carrier, available in hard top, soft top, 44, and 42 versions

Shreeji Automart Pvt. Ltd which is the authorised dealer of Tata Motors and Fiat has the following product line: 1. Utility vehicles Utility vehicles are those vehicles which have high range prices and heavy vehicles. They are for high class people and it include cars like: 2. Tata safari Tata manza Tata vista

Passenger Cars

Passenger cars are medium sized cars and have mid range prizes. It includes cars like: - Tata indigo - Tata indica 3. Nano Nano is a passenger car but it is treated as different segment of car at Shreeji Automart because it is of upmost importance over there. Nano has 3 variants which are: Nano Nano CX Nano LX
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Shreeji Automart Pvt. Ltd

4. Fiat

For fiat cars Shreeji Automart deals in only two of its cars which are mentioned below: Fiat Punto Fiat Linea

TATA NANO - A History in the Making

Mr. Ratan Tata on his vision and conviction - innovation & improvisation - and the giant leap of faith which rolled out 'People's Car' Speaking about the Rs.100, 000 worth car and its conceptualization; Mr. Tata is believed to have said that it happened by chance. Here is what Mr. Tata had to say about it all! "I was interviewed by the Financial Times [British newspaper] at the Geneva Motor Show and I talked about this future product as a low-cost-car. I was asked how much it would cost and I said about Rs1 lakh. The next day the Financial Times had a headline to the effect that the 'Tatas' are to produce an Rs 100,000 car. My immediate reaction was to issue a rebuttal, to clarify that was not exactly what I had said. Then I thought, I did say it would be around that figure, so why don't we just take that as a target. When I came back our people were aghast, but we had our goal." At the hindsight, Mr. Tata recalled how nervous he was during the launch of Indica their company's foray in to car manufacturing - a first in its rich history. "We were venturing into a new segment. We are again venturing into a new segment but in a product line in which we have 10 years of experience now." said Mr. Ratan Tata.

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Shreeji Automart Pvt. Ltd

Final Words: In the end, considering all things in perspective, Tata Nano will (and as last heard) definitely set up a trend of the sort and debut a manufacturing era of low cost and eco friendly automobiles. No doubt, it is too early in the day to comment about its safety standards and environmental consequences, the car will stand up to the Tata repute of providing mobility with safety and an efficient mean of transport to match the requirements of a small middle class Indian family whose aspirations have been growing at a 'never before seen' pace to posses mobility, enhanced status and rise in self-esteem. With only about 250,000 Nano cars to roll out of Tata stable each year, 'doubting Thomas' (traffic woes & congestion) will however be assured of the fact that this figure will only act as a drop in the ocean on ever increasing vehicles population. As for the environmental concerns, Tatas have assured of the vehicle adhering to EURO IV norms which is fair enough for a car maker to bring in latest vehicles in the markets. For price, Indian middle class (even those considering buying a motorbike) will be swayed enough to purchase a Nano powering for even higher aspirations.

As regards road safety and decongestion, it is Indian Government's prerogative to deal such issues even as Mr. Tata at a recent Nano launch press conference agreed to fund Car driving schools that may teach masses to drive in safety and under sanity. For now, Tata's Nano car has truly taken millions on 'the flight to fancy'! Features Stylish, Safety & Comfort The design concept and interiors of the People's Car was laid out considering a typical Indian family in mind, which has a roomy passenger compartment with generous leg space and head room. It can comfortably seat four persons. Four doors with high seating position make ingress and egress easy. Yet with a length of 3.1 meters, width of 1.5 meters and height of 1.6 meters, with adequate ground clearance, it cans effortlessly man-oeuvre on busy roads in cities as well as in rural areas. Its mono-volume design, with wheels at the corners and the power-train at the rear, enables it to uniquely combine both space and maneuverability, which will set a new benchmark among small cars. When launched, the car will be available in both standard and deluxe versions. Both versions will offer a wide range of body colours and other accessories so that the car can be customized to an individual's preferences.

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Shreeji Automart Pvt. Ltd

Fuel-Efficiency & Engine The People's Car has a rear-wheel drive, all-aluminum, two-cylinder, 623 cc, 33 PS, multi point fuel injection petrol engine. This is the first time that a two-cylinder gasoline engine is being used in a car with single balancer shaft. The lean design strategy has helped minimize weight, which helps maximize performance per unit of energy consumed and delivers high fuel efficiency. Performance is controlled by a specially designed electronic engine management system. Safety Norms The People's Car's safety performance exceeds all current regulatory requirements meeting EURO IV standards. With an all sheet-metal body, it has a strong passenger compartment, with safety features such as crumple zones, intrusion-resistant doors, seat belts, strong seats and anchorages, with rear tailgate glass bonded to the body. Tubeless tyres will further enhance safety. Environment-Friendly The People's Car's tailpipe emission performance exceeds regulatory requirements. In terms of overall pollutants, it has a lower pollution level than two-wheelers being manufactured in India today. The high fuel efficiency also ensures that the car has low carbon dioxide emissions, thereby providing the twin benefits of an affordable transportation solution with a low carbon footprint. Tata Nano Variants

Tata Nano Standard (BSII* and BSIII*): This is the standard version, in three color options, single-tone seats, and fold-down rear seat. Tata Nano CX (BSII* and BSIII*): Equipped with heating and airconditioning (HVAC), two-tone seats, parcel shelf, booster-assisted brakes, fold-down rear seat with nap rest. This variant is available in five color options. Tata Nano LX (BSIII*): It encompasses all the features of CX .It has complete fabric seats, central locking, front power windows, body colored exteriors in three premium colors, fog lamps, electronic trip meter, cup holder in front console, mobile charger point, and rear spoiler. Many of these features are presently not available on the entry-level small cars in the country.

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Shreeji Automart Pvt. Ltd

Specifications:
Length Width Height Engine Capacity Power Body Type Emission Norms Safety Norms Versions Gearbox Wheelbase Ground Clearance Kerb Weight 3.1 meters 1.5 meters 1.6 meters All-aluminum, Rear Mounted, Rear Wheel Drive 623cc 33PS Sheet Metal Euro-IV, Bharat Stage-III compliant Frontal Crash Tested Standard, Luxury 4-speed manual; Cable operated 2230mm 180mm ~ 600kg

CUSTOMER PERCIVED VALUE 1. CPV Customer perceived value is the difference between the prospective customers evaluation of all the benefits and all the costs of an offering and the perceived alternatives. This would be clear with the following example: If a potential customer wants to buy a car of Tata he will not simply give cash and buy. He will first evaluate all the alternatives with the pros and cons and finally will see the benefits arising from each car against the value or price of a selected car. If benefits are higher he will purchase the car. This is what we call Customer Perceived Value (CPV). 2. Total customer value Total Customer Value is the perceived monetary value of the bundle of economic, functional and psychological benefits customers expects from a given market offering. 3. Total customer cost Total customer Cost is the bundle of costs customers expect to incur in evaluating, obtaining, using and disposing of the given market offering. The customer will buy from whichever source he thinks delivers the highest perceived customer value (CPV).

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Shreeji Automart Pvt. Ltd

TOTAL CUSTOMER SATISFACTION 1. Definition Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general, satisfaction is a persons feelings of pleasure or disappointment resulting from comparing a products perceived performance (or outcome) in relation to his or her expectations. If the performance falls short of expectations, the customer is dissatisfied. If the performance matches the expectations, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. 2. Customer Expectations (needs and requirements) Every customer has expectations from a particular product or service he wants to avail. Expectations are always higher and companies are developing to meet these expectations i.e. needs and requirements. They want to achieve total customer satisfaction and raising expectations and delivering performances to match. Shreeji Automart has the same motto to achieve. They want to achieve total customer satisfaction and meet the needs and requirements of their customers. Thus the needs and requirements of customers are as follows in Shreeji Automart Pvt Ltd are: Comfort ability

The most important need that every customer wishes for. In prior to car every person thinks that he needs the most comfortable car he can afford. They think the car to have all features which gives them comfort that may include comfort in seats, having auto lock system, a good music system, power steering, adjustable seats, child lock, spacious car and dicky. The list is ever ending in this aspect. Shreeji automart strive to achieve this aspect in ever way and many customer buying Tata and fiat cars are satisfied. Utility

Utility can be defined as bundle of benefits arising from particular offering. In particular to car a customer needs a higher utility value. It should exceed against the value of car then only the person thinks that their spending money was worth. This clearly shows that car should deliver most of utilities to customer which Tata and Fiat cars gives at their best. Utility is the common need for any person that is completely fulfilled by the Tata enhanced cars.
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Shreeji Automart Pvt. Ltd

Enhanced Features

A car should deliver the maximum features it can. A car with advanced features is the eye capturing area for a customer to purchase. Therefore it should give the best. As for example Tata Vista delivers many features like internal rear view mirror, engine immobiliser, fog lamps, body colored bumpers unique thing bluetooth connectivity and much more. The more the car features has, the more chances of its sales are. Price

Price is the major determinant for a customer in purchasing concern. They need money worth product. They tend to be more careful here when a car is being purchased. For tat and fiat cars price becomes never a problem for customers because they are fine and good to afford. Many schemes and offers are given with loans facility too. This makes customer easy to purchase a car and price does not become the issue. Loans

In todays world loan has become a necessity. Thus customer buys a car only if loans are available at minimum rate of interest in good reputed banks. The banks affiliated with Shreeji Automart are reputed and they offer the concessional rate of interest with maximum time period to repay the loan. If loans are easy to be repaid the customer will sooner opt to buy the car. This is only done by the Shreeji Automart to retain their customers. Insurance

Insurance is almost compulsory obligation when a car is purchased. It ensures safety of the car and the money invested in it. In case any urgency occurs then insurance helps. Thus its the upmost need for a customer. Almost every company gives insurance cover but the schemes offered are not value able. But this organisation fully gives the insurance cover with attractive schemes and nominal interest. It does considers the customer side first and then give them suitable scheme. Budget

Budget becomes constraint for a person to buy the product. If the price is higher then person cannot buy it. It has bee the most important need for a customer that whatever he wishes to buy comes in his budget. Tata and Fiat has both launched different cars for different people looking at their budget constraint with giving higher customer value i.e. satisfaction to all of them.

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Shreeji Automart Pvt. Ltd

3. Delivering high customer value Delivering high customer value includes designing a competitively superior value proposition aimed at a specific market segment, backed by a superior value delivery system. The value proposition consists of the whole cluster of benefits the company promises to deliver; it is more than core positioning of the offering. So here are some methods on how Shreeji Automart achieves delivering high customer value: Convince according to price To deliver high customer value customers at Shreeji are made convinced at price factor. They tend to change the prices in specified range so as it suits the customer and the company as well. They offer certain fluctuations in price with some discount offers so as customer feels to purchase the car he wishes to. As for example for Tata safari car a minimum 7000 rs can be reduced with 3% discount further and after sales services with the warrantee promised. Zero down Payment To convince customers a new thing has come that is known as ZERO DOWN PAYMENT. This means that if a person goes for a loan of car then he must does not give any down payment of any amount to approve the loan. Today zero down payment schemes have come to make customers believe that they are more important than the money involved. Thus they can get easy loans without zero down payments and that too with attractive rate of interest that can be easily afforded by a prior customer involved in purchasing concern. Free demo till home To give more benefits to a customer and deliver the high value proposition to them nowadays demo of cars till home has been designed. Shreeji Automart gives a free demo till the home of a customer. This service gives a customer feeling that they are valued and their satisfaction ranks first on their list. Free demo gives the idea to customer about the product utility and the whole scenario about it. As customer is the king so their comfort comes first on the charts and this is how Shreeji clicks with customers. Free test drive ( to licensed customers) Free test drive service is offered to customers who makes the value proposition higher and gives a sense of benefit to customer for experiencing it. Apart this greeter is posted by sales executive of Shreeji and help customers to solve their queries and
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Shreeji Automart Pvt. Ltd

doubts while a test drive is being given. Thus everything is done to exceed normal customer expectations and deliver high customer value. Various schemes Schemes are made to attract customers to make them purchase your product in order to boost up the sales of a particular company. Schemes tend to give a sort of a greed to a customer and pleases them to come to a showroom and at least see what the entire product is about. Shreeji Automart has also come up with many schemes to boost their sales of car. Schemes tend to increase the customers enquiry and the potential to gain new customers into their pocket. As for to mention now recently Tata came with a scheme for Nano for defence personnel. The scheme goes like this: Tata Motors today formally announced a special scheme on Tata Nano for all defence personnel. As part of the scheme, Tata Motors is offering free comprehensive maintenance package for 4 years/ 60,000 km (whichever is earlier). This offer is over and above the prevalent market offer. This comprehensive package covers normal wear and tear of the car (except, tyres and batteries), thus, providing complete freedom from all maintenance worries. This offer is valid till 28th February 2011. Tata Nano is available through CSD for Officers and PBOR's (Personnel below officer rank). Off seasonal schemes Off seasonal schemes are being promoted to boost up the sales to have grater profit margins in future. They are recent new plans being adopted by everyone to have grater share of good customers in their hands and to serve them best as possible. For example a one off seasonal scheme is as under quoted: The customers can avail loan for purchasing Tata Nano within 48 hours with the additional features like extended warranty for 60000 km/ 4 year and monthly maintenance at Rs 99. The finance can be availed through 28 banks under a tie-up from Tata Motors at attractive car loan interest rates.

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Shreeji Automart Pvt. Ltd

This is how Shreeji gives high customer value.

Easy Installments Easy instalments to customers will relieve them to greater extent and customer will find it easy to repay back the loan in convinenant manner. This is what all business concern tries to follow and serve the customer and appeal them in best possible way. As an example below highlights the fact: Fiat is now offering an Eco-plus Bonus access to finance at very competitive rates for anyone who wishes to buy a new ecological car in 2010. When added to the 1500 available from the Government for motorists who scrap their old cars in exchange for new ones, means there has never been a better time to buy a new Fiat car. The Fiat Panda can be purchased for as little as 6,995, (139 per month), the Fiat 500 is available from 9995 (199 per month), the Fiat Grande Punto 5 door is also just 9,995 and the Fiat Bravo 1.6 Multi-jet diesel Eco is just 14,995 (299 per month). All of the above cars are in the lowest tax band at just 104 per annum. 4. Measuring satisfaction Although the customer - centered firm seeks to create high customer satisfaction that is not its main goal. If the company increases customer satisfaction by lowering its price or increasing its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example by improving manufacturing processes or investing more in R&D). Also the company has many stakeholders, including employees, dealers, suppliers and stockholders. Spending more to increase customer satisfaction might divert funds from increasing the satisfaction of other partners. Ultimately, the company must
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Shreeji Automart Pvt. Ltd

operate on the philosophy that it is trying to deliver a high level of customer satisfaction subject to delivering acceptable levels of satisfaction to the other stakeholders, given its total resources. When customers rate their satisfaction with an element of the companys performance-say, delivery-the company needs to recognise that customers vary in how they define good delivery. It could mean early delivery, on time delivery, order completeness, and so on. Yet if the company had to spell out every element in detail, customers would face a huge survey questionnaire. The company must also realize that two customers can report being highly satisfied for different reasons. One may be easily satisfied most of the time and the other might be hard to please on this occasion. 5. Measuring Satisfaction in Shreeji Automart Pvt Ltd. The measurement of the level of customers satisfaction is all a part of the DSSM i.e. Dealer Sales Satisfaction Manager when the customers comes for the delivery when provided to him /her they have to attend a formality which includes a form Named Customers feed back form and Customer Information form and all the required information of the organization and all the customers queries are being fulfilled. The problems are dually discussed in a detailed manner so as to make customers fully satisfied. The following are the general queries: Mileage and average of a particular car Regarding cars features Its model and functioning About insurance schemes About procedure to register a car in RTO About finance criteria About loan approval About documentation Regarding workshop service After sales service Explaining any scheme or offer

If at all a customers goes with due dissatisfaction the DSSM fulfils the requirements according to the norms of the company and personally reports and meets the customer at his home after fulfilling the customers needs to make him or her feel that their suggestions are valuable enough. This is how customer satisfaction is measured.

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Shreeji Automart Pvt. Ltd

Factors influencing purchasing made by customers Price Price is something which one pays for a product. They pay the price because in return they expect a utility from the purchased product. If the utility derived goes down beyond the price paid then the customer is bound to be dissatisfied. But if the utility is equal or above the price paid then the customer is fully or highly satisfied. Price is the important determinant which influences the purchasing decision. The prices set up by the companies should be low or attractive enough to make customers believe that the prices are fine. Its very obvious that if the price is high the customers in showroom are less and prices are moderate then the customers are much in bigger number, Price matters because they expect more utility and comfort from the purchased product. In matter of car prices are usually high but competitive enough to convince the customers. Prices should be able to mould the customers mood. The price given by the sales executive to customer if fits in the budget of customer, then there is no problem but if at all any problem comes then the sales executive should give a certain degree of bargain to at least make customer believe that they are valued. This is what exactly happens in shreeji. Model Model of the car matters a lot. Model only gives the choice aspect of customers need. They should give the latest model available with the company to the customers so that they make a good and valuable choice. Latest model gives or highlights the new or innovative features of the car which attracts one attention. The enhanced model brings in more customers and boost up the sales only. The company should try to upgrade the model and present new things to customers which fulfils the needs and requirements of customers. They should recommend such models which suits the personality and the status of the customer and fits in the budget too. As for example, a customer who is middle aged would prefer a small car and a young customer would prefer a sporty and compact car suiting their own personalities. Features Feature of car determines the base for a customer to buy a car. Features should be able to convince the customer and it should be according to the needs and requirements of them. Any car should posses all features that customer desires to have. A good interior, exterior and design of car should make customer comfortable enough that he quickly becomes ready to purchase it. Apart from this car should possess all safety features too which protects the person.
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Shreeji Automart Pvt. Ltd

Ideal features that every car must cover are: a. b. c. d. e. f. g. h. i. j. k. l. m. Anti lock Brakes Electronic stability control Day time running lights Seat belts\safety belts Air bags Power window Power steering Child lock system Music system Fog lamps Seat fabric Good average and mileage Intelligent rear wiper

Here is an example of Nano car in the picture:

Schemes Schemes are window dressing by the company to attract large people in numbers so that they come and experience their car. Schemes usually are the eye catcher for customers and profits for the company in the near future. The more the schemes are valid with long duration the more the customers come to buy the car. It marks the coming of a potential customer and the person is tempted to purchase the product i.e. car in our case. Schemes are advertised in papers, news, hoardings, t.v, radio and internet so that all read, here, see and finally come.
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Shreeji Automart Pvt. Ltd

Schemes can be discount offers, extension in after sales services, any free coupons, a holiday, any financial benefitand so on. Here is an example for the scheme given by Tata motors applicable to all dealers around India: Under the proposed easy finance scheme from Tata Motors Finance, the customers can avail loan for purchasing Tata Nano within 48 hours with the additional features like extended warranty for 60000 km/ 4 year and monthly maintenance at Rs 99. The finance can be availed through 28 banks under a tie-up from Tata Motors at attractive car loan interest rates.

Occasions People in India buy the most of their cars on certain occasions. Occasions marks the good fortune thats why many people buy or purchase the car on festive seasons and certain occasions like marriage, events, parties etc. company during this time give offers and schemes so that more people buy the product i.e. car. Thus occasions marks the good opportunity for the company and customers both because they are on beneficial side only. Preconceptions in people to buy a car on occasions that will bring fortune are the only factor that makes people buys them the cars of their choices.

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Shreeji Automart Pvt. Ltd

Automakers strategise to woo customers in festive season

Tata Motors has started a "9-day, 9-cars" festival offer, which assures the customer of cash, benefits of up to Rs. 50,000 on purchase of a Tata car

NATURE OF HIGH PERFORMANCE BUSINESSES


Some companies navigate all the pitfalls to reach their customer value and satisfaction goals. We call these companies as high performance businesses. They have four factors as keys to success: 1. Stakeholders As its first stop on the road to high performance, the business must define its stakeholders and their needs. Traditionally, most businesses focussed on their stockholders. Todays businesses are increasingly recognizing that unless they nurture other stakeholders-customers, employees, suppliers, distributors- the business may never earn sufficient profits for the stockholders.

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Shreeji Automart Pvt. Ltd

A company can aim to deliver satisfaction levels above the minimum for different stakeholders. For example, it might aim to delight its customers, perform well for the employees, and deliver a threshold level of satisfaction to its suppliers. In setting these levels, a company must be careful not to violate the various stakeholder groups sense of fairness about the relative treatment they are getting. There is dynamic relationship connecting the stakeholder groups. A smart company creates a high level of employee satisfaction, which leads to higher effort, which leads to higher quality products and services, which create higher customer satisfaction, which leads to more repeat business, which leads to higher growth and profits, which leads to higher stockholder satisfaction, which leads to more investment, and so on. This is the virtuous circle that spells profits and growth. 2. Processes A company can accomplish its stakeholder goals only by managing and linking work processes. High-performance companies are increasingly focusing on the need to manage core business processes such as new-product development, customer attraction and retention and order fulfilment. They are re-engineering the work flows and building cross-functional teams responsible for each process. For example, at Shreeji Automart the working department links sales, delivery, installation, service, and billing so that these activities flow smoothly into one another. Winning companies will be those that achieve excellent capabilities in managing core-business processes through cross-functional terms. 3. Resources To carry out business processes, a company needs resources-employees, materials, information, and energy. Traditionally companies owned and controlled most of the resources that entered their business, but this situation is changing. Some resources under their control are not performing as well as those that they could obtain from outside. Many business concerns today outsource less critical resources if they can be obtained at better quality or lower cost. Frequently, outsourced resources include cleaning services and computer services. The key, then, is to own and nurture the core resources and competencies that make up the essence of the business. 4. Organization A business concern consists of its structures, policies, and corporate culture, all of which can become dysfunctional in a rapidly changing environment. Whereas structures and policies can be changed (with difficulty), the concerns culture is hard to change. So in organization with the help of policies and structures and our working environment we can change as and when required to make our services better and satisfying all especially the customers.
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Shreeji Automart Pvt. Ltd

ORGANIZATION AND ORGANIZATIONAL STRUCTURE


The Shreeji Automart has the following organizational structure:

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Shreeji Automart Pvt. Ltd

DELIVERING CUSTOMER VALUE AND SATISFACTION


In a competitive economy with increasingly rational buyers, an organisation can only win by creating and delivering superior value. This involves understanding customer value, creating customer value, delivering customer value, capturing customer value and sustaining customer value. To succeed, the organization must have the value chain and value delivery network. VALUE CHAIN Every firm is a synthesis of activities that are performed to design, produce, and market, deliver and support its product. The value chain identifies the relevant activities that create value and cost in specific business. In a similar way the value chain of Shreeji Automart Pvt Ltd. is given as follows in the form of flowchart.
Capture Prospect
Effort: Face to Face interaction, filling of green form

Vehicle demo: Explaining the car features Showing interiors Showing exteriors

Test Drive Taking customer for a test drive Explaining the car in detail

Objection Handling Solving customer queries Convincing him Giving suggestions regarding price, offering discounts 55 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

FINANACE DISCUSSED Finalising the price after suitable discussions Documentation process Discussing the loan and insurance

Price offer Finalised Final price listed Mode of payment Fulfilling the requirements which includes booking form and yellow form

Allotment Key and car is reserved The particular car is booked with the particular customer and reserved

Invoice Filling up the white form Getting the bill ready to be given to a customer

Vehicle Delivery Collecting documents Loan papers Insurance papers Payment mode Delivering the vehicle 56 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Thank You Letter Giving thank you letter Appreciating them The car is delivered with promises of after sales services.

VALUE DELIVERY NETWORK To be successful a firm needs to look its value delivery network called as network from where the car reaches the customer. It is called ad delivery network or supply network. The value delivery network of Shreeji Automart is value chain only which is explained with help of flowchart above and now it is explained in detail: Capture prospect Capture prospect refers to the process when a customer comes in the showroom for the first time to enquire about the car on reception he wants to buy. As he is a valuable customer he will be greeted and asked to wait at dcor place and sales executive is called. In the meantime the customer and his family are welcomed and offered for water or other drinks. Now the capture prospect starts by the sales executive i.e. he captures and analyses the customer and his entire family through observation. This will mark that what the customer actually needs and convincing them in that suitable manner. The sales executive behaves in a polite and generous manner asking them what and which type of car they want? Efforts which are posted by sales executive are: Face to face interaction Polite gestures Handling customers on phone Observing the body language of customer to analyse what he wants Being generous

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Shreeji Automart Pvt. Ltd

Here the customer is being with hold back so that the process goes smoothly. If the customer and his family gains interest the green form is filled out. Green form contains the personal details of customer such as name, address, date, company address, phone number and how he heard about the organization via phone, t.v., radio, advertisement etc. It also contains: Model he wants to purchase Color Brand Fuel type Quantity The car he owns Its model and respective details. Remarks

Vehicle Demo After the green form the customer and his family are provided with demo of a car. The car features are explained in detail covering in these aspects: Explaining the interiors Explaining the exteriors Listing the features Safety measures Car performance Its price Discounts and schemes

The customer and his family are fully provided with the information about the car in details, its performance criteria, price, and discounts. The brochures are provided with the full explanation about the interiors, exteriors and safety measures. If the potential customer is interested then the process continues further.

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Shreeji Automart Pvt. Ltd

Test Drive The customer and his family after the vehicle demo is given the test drive of the car. Nowadays Shreeji gives the test drive till home also. That is something good to appreciate their customers. During the test drive customer actually comes to know about the car and its working in actual. Then the sales executive explain that how the features are used to drive a car. They explain about the available models and highlight the differences between all. The mileage and average are too discussed and so on. The sales executive solves the queries of the customer and try to convince them fully to buy the car and test drive form is filled up by the customer. Objection Handling The sales executive after explaining the full car in detail to the customer handles the queries and solves the doubts of customer arising in their mind. He tries to convince them in every way to purchase the car. If at all customer is not satisfied he is given some kind of schemes and discounts so that he purchases it. The customer is being told the scheme in detail process and the benefits that he will be availing. Reduction in prices is also done in some cases where the potential customer is seen interested. In short the customer is buttered here so that he immediately takes it. Objection handling is a long process because the sales executive answers the never ending questions of a customer and usually has long conversation periods. In rare cases the manager also tries to convince the customer and their family and further discounts are also availed. They handle the customers in very polite manner to make them comfortable and seeling their cars to boost up the sales at last.

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Shreeji Automart Pvt. Ltd

Finance Discussed If the customer is interested in purchasing the car then the finance is an important criterion. The sales executive asks whether the customer wants on cash basis or loan basis. Mostly people go for loan basis. The customer is asked to fulfil the required documents as under to avail loan finance: 2 passport size photos Pan card Address proof 6 months bank statement 13th month salary statement 2yrs-form no 16 2 yrs IT return foe self employed.

Later they have to fill the Application form and the finance executive explains the schemes at different rates of various banks affiliated to Shreeji Automart which are Tata Finance, SBI, HDFC, and ICICI. Interest rates vary from 11% to 12%. After the scheme discussion all the documents are submitted in the bank. Bank sends a field investigation credit approval report to Shreeji. Then the agreement is signed over the finance discussed. The same process goes for the insurance process also. The final price of the car is also discussed after giving suitable discounts. It includes the docate file sequence which includes Yellow form White form Green form Payment receipt Insurance Paper Extended warranty Invoice Delivery Memo Sales certificate Acknowledgement Vehicle delivery check list Id proof Residence proof

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Shreeji Automart Pvt. Ltd

Price Offer Finalised The price offer that is finalised is listed and mode of payment is discussed with the customer. Yellow and Booking forms are filled and all the requirements are done then. Allotment Key This process includes the reservation of car. The key is allotted to a particular car that is booked and reserved. This procedure takes 3 to 4 days. Invoice The invoice gets ready and white form is filled up by the sales executive on the behalf of customer. The bill is given to the customer. Vehicle Delivery The vehicle is delivered by the delivery executive and he gets the loan and insurance paper ready. After that all documents are ready and RTO approval is done. Finally at the last day the vehicle is given to the customer and delivery is done with the signature of customers on delivery schedule papers. The payment is dually received. Thank You Letter At end thank you letter is given to the customer giving him thanks that he purchased a car from our showroom and promise of after sales service is made.

ATTRACTING AND RETAINING CUSTOMERS


Many companies are intent on developing stronger bonds with their customers-called Customer Relationship Management. This is the process of managing detailed information about individual customers and carefully managing all the customer touch points with the aim of maximising loyalty. 1. Attracting customers Todays customers are becoming harder to please. They are smarter, more price conscious, more demanding, less forgiving, and they are approached by many more organizations with equal or better offers. The challenge, according to Jeffrey Gitomer, is not to produce satisfied customers, several competitors can do it. The challenge is to produce delighted and loyal customers. Companies seeking to expand their profits and sales have to spend considerable time and resources searching for new customers. To generate leads, the company develops ads and places them in media that will reach new prospects; it sends direct mail and makes phone calls to possible new leads; and so on. All this activity produces a list of suspects. The next task is to identify which suspects really good prospects, by
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interviewing them, are checking on their financial standing, and so on. Then it is the time to send sales executive to work for them. Shreeji Automart (Authorised dealer of TATA MOTORS and FIAT i.e. a brand itself) attracts its possible prospects in below mentioned ways: Mode of advertisements Advertisement is something which is published for general public to boost up sales. The advertising objective should emerge from a thorough analysis of the current situation. Shreeji Automart lists its advertisements in: Newspapers

Its advantages to them are: flexibility, good local market coverage, broad acceptance, high believability Television

Its advantages to them are: appealing to the senses, high attention, high reach, combines sight sound and motion. Direct mail

Its advantages are direct selection of customer, flexibility, no ad competition, personalization.

Radio

Some of its benefits are Mass use, low cost, reaches to everyone, no selectivity difficulty Magazines

Its benefits are very large and enormous they are credibility and prestige, high quality reproduction, long life, good pass-along readership, high geographic selectivity. It has wastage in circulation and no guarantee of position. Brochures

Brochures also have the benefits like flexibility, full control, can dramatize messages. Telephones

It covers many users and opportunity is there to give personal touch and convince the customers accordingly.

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Shreeji Automart Pvt. Ltd

Internet

Internet is network of networks. It provides high selectivity, interactive possibilities and relatively low cost. Yellow pages

They are best suited for local coverage, wide reach, low cost and high believability. Outdoors

They give excellent opportunity for high repeat exposure, low cost and low competition. Discounts offers Shreeji Automart always gives discount offers. Discount is something which causes reduction in prices and proves beneficial to customers. Usually they offer seasonal discounts ranging from 5% to 10%. This tends to attract more customers and boost up the sale. On UV cars usually discount of rs7000 is given. On commercial vehicles the discount of rs 5000 is given and on Nano no discounts are given. Discounts are also made available in vouchers and extended warranties are given minimising the prices. Discounts are also given in the form of: - Gifts - Samples - Free trials - Price off Schemes Schemes are window dressing by the company to attract large people in numbers so that they come and experience their car. Schemes usually are the eye catcher for customers and profits for the company in the near future. The more the schemes are valid with long duration the more the customers come to buy the car. It marks the coming of a potential customer and the person is tempted to purchase the product i.e. car in our case. Schemes are advertised in papers, news, hoardings, t.v, radio and internet so that all read, here, see and finally come. Schemes can be discount offers, extension in after sales services, any free coupons, a holiday, any financial benefitand so on.

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Shreeji Automart Pvt. Ltd

Here is an example for the scheme given by Tata motors applicable to all dealers around India: Under the proposed easy finance scheme from Tata Motors Finance, the customers can avail loan for purchasing Tata Nano within 48 hours with the additional features like extended warranty for 60000 km/ 4 year and monthly maintenance at Rs 99. The finance can be availed through 28 banks under a tie-up from Tata Motors at attractive car loan interest rates. Events Shreeji Automart draws attention to new products or other activities by arranging special events like seminars, outings, shows, exhibits, contests, and competitions and anniversaries that will reach the target publics. Events done on large basis causes the large participation by customers. They come to know about the firm and its new coming products. Events have wide reach and to call the attention towards their products and working.

2. Computing the cost of lost customers It is not enough to be skilful in attracting new customers; the firm must keep them and increase their business. Too many firms suffer from high customer churn. It is like adding water to a leaking bucket. This means the company should estimate the cost of their lost customers. In a month Shreeji Automart looses 10*5= 50 customers. These are those customers who just come and have a talk about a car but they never enquire or book the car. The enquiry forms are opened but it doesnt reach the booking form of a car. By this we can estimate the loss that can be incurred to Shreeji Automart. 3. The need for customer retention

Traditionally the emphasis has been on making sales rather than building relationships; on pre-selling and selling rather than caring for customer afterward. A firm would be wise to measure customer satisfaction regularly, because the key to customer retention is customer satisfaction. A highly satisfied customer stays loyal longer, buys more as the company introduces new products and upgrade existing products, talks favourably for the company and its products and pays less attention to competing brands and is less sensitive to price, offers products or service to company and costs less to serve than the new customers because transactions are routine.

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Shreeji Automart Pvt. Ltd

Firms should have suggestions forms and toll free numbers and e-mail addresses to serve the purpose of solving customers complain. They should not only listen but respond quickly and constructively to the complaints. Today more companies are recognising the importance of satisfying and retaining customers. Thus all organizations are working according to it. According to Shreeji Automart Pvt. Ltd. The customers are retained by: Increase in sales By increasing the sales to a higher level it means more customers, handling them in proper ways and helping the customers builds a sense of belongingness in the customer itself. Thus the customer becomes loyal to the firm and the customers are retained. This is what is done by the Shreeji Automart. After sales services To retain customers after sales services are provided which includes the following: 2 yrs free service Extended warrantee Extended guarantee of spare parts Fixation of many parts

The car is always picked by the executive and its regular maintenance is checked regarding the car working. Many customers also purchase car just because of their after sales services. Strong Customer Base Here shreeji Automart works in the following points: Planning and managing the customer satisfaction and retention process. Integrate the customers needs and solve their problems Create superior products, services and experiences for the customers Make accessible database of information on individual customer needs, preferences, contacts, purchase frequency and satisfaction. Making employees work towards customer goals and motivating them.

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Shreeji Automart Pvt. Ltd

Improved relationship for new customers references If any new customer comes at Shreeji Automart the regular follow ups are taken by them. They call and solve their problems and maintain it in the future too. They try to improve the relationship and offer certain invites to the events of the company so that they are aware of new products and services of shreeji Automart.

STRATEGIES TO HANDLE CUSTOMERS


This measure includes the strategies made by organization or company to retain customers or the way the executives handle them. The strategies adopted by Shreeji Automart Pvt Ltd to handle customers are: Sales executive The original work of handling customers actually lies with the sales executive who handles them. Shreeji Automart has sales executive for 4 different segments: UV vehicles Passenger vehicles Nano Fiat

The sales executive gives the explanation of the car model, car demo, brochures and features that customer needs. They fill up the green form and if the customer has doubt or is confused then the sales executive will give them the alternative choice. They answer the customer about the prices, engine, parts, offers and the performance of car. Later exchange bonus is also provided. Other works that sale executive performs: Provide better services at the time of delivery Regular contacts Follow up about car performance

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Shreeji Automart Pvt. Ltd

Financial department Finance is an important thing for customer and Finance Executive is the key role here to handle customers i.e. strategy. The Finance executive asks whether the customer wants on cash basis or loan basis. Mostly people go for loan basis. The customer is asked to fulfil the required documents as under to avail loan finance: 2 passport size photos Pan card Address proof 6 months bank statement 13th month salary statement 2yrs-form no 16 2 yrs IT return foe self employed.

Later they have to fill the Application form and the finance executive explains the schemes at different rates of various banks affiliated to Shreeji Automart which are Tata Finance, SBI, HDFC, and ICICI to fully click with the needs of customer. Interest rates vary from 11% to 12% and the customer is persuaded to have a positive look about it. After the scheme discussion all the documents are submitted in the bank. Bank sends a field investigation credit approval report to Shreeji. Then the agreement is signed over the finance discussed. It includes the docate file sequence which includes Yellow form White form Green form Payment receipt Insurance Paper Extended warranty Invoice Delivery Memo Sales certificate Acknowledgement Vehicle delivery check list Id proof Residence proof

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Shreeji Automart Pvt. Ltd

Insurance department Insurance holds a crucial place for customer and thus for Shreeji too. The insurance department tries to catch the attention towards the various insurance schemes at attractive rate of interest. The banks are discussed in detail and the customer if interested is asked to submit the required papers and documents. Later the papers are ready at agreed agreement at the discretion of customer only followed by the signatures. Thus the insurance gets installed and customer is handled is polite manner. Delivery Schedule The vehicle is delivered by the delivery executive and he gets the loan and insurance paper ready. After that all documents are ready and RTO approval is done. Finally at the last day the vehicle is given to the customer and delivery is done with the signature of customers on delivery schedule papers. The payment is dually received If the delivery Schedule is not fine then the customer may think badly about the firm and he will be dissatisfied. Thus after payment thank you letter should be provided customer feels that he is valued by the shreeji. This is the way how customers are handled at shreeji.

CUSTOMER RELATIONSHIP MANAGEMENT


Customer relationship management (CRM) is a widely-implemented strategy for managing a companys interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processesprincipally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customerinterface departments as well as other departments. Benefits of CRM The use of a CRM system will confer several advantages to a company: [citation needed]

Quality and efficiency Decrease in overall costs Decision support Enterprise agility Customer Attention

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Shreeji Automart Pvt. Ltd

Customer Relationship Management in Shreeji Automart Pvt. Ltd Customers are asset to them. They interact with the customers in concise manner in stipulated policies and procedures to handle them with intense care and attention. They try to improve customer relations in order to yield good profits and have long running future in the market. Shreeji Automart follows certain procedure to improve the relations which are as follows: Financial benefits The organization can provide financial benefits to the customers. It can be in loan criteria, insurance criteria or any other valid offer given by them. Financial benefits to a customer adds good image in the eye of customer and he takes every service from them only. Finance has a large impact on customers mind because from one angle he is investing in the firm only. So he expects good deal from the firm too. Thus Shreeji follows the above criteria only they give certain benefits: 0 % Finance 0% down payment Reduced equal monthly instalments Long duration period Low rate of interest Extension in loan contract if needed Extension in insurance contract Standardised banks serving best to customers Close update and follow up of their loan and insurance policy Contacting customers about their loan policies and much more.

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Shreeji Automart Pvt. Ltd

Increasing contract Many customers who are loyal to Shreeji are given increase in contract of warrantee and guarantee. Services are made free for some months and the extension in spare parts also done in some cases. Shreeji treats its every customer individually and turning them into the clients. Customers at Shreeji mostly come through others references. So its upmost important for Shreeji to continue with their long and continuous services. Lowering prices They offer lowering prices to customers who are loyal to them. To a new customer also price reductions are done by the firm but the customers who are regular source of reference to other esteemed customers are treated differently. They are offered some kind of membership in service for certain period of time. Adding Social Benefits Shreeji Automart personnel work on increasing social bonds with customers by individualizing and personalizing customer relationships. Customers are served as part of the mass or as a part of larger segments; clients are served on individual basis. They carry social sensitive approach to the customers, invite them on certain events taking their valuable suggestions and responding to their complaints quickly. Social actions affecting the customer relations are: Good things are: Initiate positive phone calls Make recommendations Candour in language Use phone Make service suggestions Use we problem solving language Get to the problems Use jargon or shorthand Talk of our future together Routinize responses Accept responsibility Plan the future

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Shreeji Automart Pvt. Ltd

Bad things are: Make only callbacks Make justifications Accommodative language Use correspondence Wait for misunderstandings Wait for service requests Use owe us legal language Only respond to problems Use long winded communications Personality problems hidden Talk about making good on the past Fire drill and emergency responsiveness Shift blame Rehash the past

Tata motors giving free car check and service facility

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Shreeji Automart Pvt. Ltd

The contest organised by Tata Motors to invite more customers

Services overview of Tata Motors

The fiat launches the first customer care programme

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Shreeji Automart Pvt. Ltd

CUSTOMER PROFITABILITY
Customer profitability (CP) is the difference between the revenues earned from and the costs associated with the customer relationship in a specified period. According to Philip Kotler,"a profitable customer is a person, household or a company that overtime yields a revenue stream that exceeds by an acceptable amount the company's cost stream of attracting, selling and servicing the customer. Uses Although CP is nothing more than the result of applying the business concept of profit to a customer relationship, measuring the profitability of a firms customers or customer groups can often deliver useful business insights. Quite often a very small percentage of the firms best customers will account for a large portion of firm profit. Although this is a natural consequence of variability in profitability across customers, firms benefit from knowing exactly who the best customer are and how much they contribute to firm profit. At the other end of the distribution, firms sometimes find that their worst customers actually cost more to serve than the revenue they deliver. These unprofitable customers actually detract from overall firm profitability. The firm would be better off if they had never acquired these customers in the first place. Challenges The biggest challenge in measuring customer profitability is the assignment of costs to customers. While it is usually clear what revenue each customer generated, it is often not clear at all what costs the firm incurred serving each customer. Activity Based Costing can sometimes be used to help determine the costs associated with each customer or customer group. For components of cost not directly related to serving customers, the calculation of customer profit must use some method to fully allocate these costs to customers if the total of customer profit is to match the operating profit of the firm. If the firm decides not to allocate these non-customer costs to customers, then the sum of customer profit will be greater than the operating profit of the firm.

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Shreeji Automart Pvt. Ltd

A profitable customer is a person, household, or firm that over time yields a revenue stream that exceed by an acceptable amount the firms cost stream of attracting, selling, and servicing that customer. Customer profitability at Shreeji Automart At shreeji automart customer profitability is as follows which Includes: Money saving aspect More utility Comfort zone Demands Fulfilment

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Shreeji Automart Pvt. Ltd

TOTAL QUALITY MANAGEMENT


TQM is an integrative philosophy of management for continuously improving the quality of products and processes]It is used around the world.TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the creation or consumption of the products or services offered by an organization. In other words, TQM capitalizes on the involvement of management, workforce, suppliers, and even customers, in order to meet or exceed customer expectations. Considering the practices of TQM as discussed in six empirical studies, Cua, McKone, and Schroeder (2001) identified the nine common TQM practices as cross-functional product design, process management, supplier quality management, customer involvement, information and feedback, committed leadership, strategic planning, cross-functional training, and Employee involvement.

How organization achieves Total Quality Management A TQM company understands their customers and needs. A TQM company works with their vendors and teaches them TQM tools. A TQM company constantly trains their employees and helps them improve their lives. A TQM company thinks long term. Short term profits are not the immediate concern. Customer satisfaction is the focus. Customers included both external, internal, stake holders and share holders. 10 Principals of TQM Methodology 1. 100% Commitment 2. Customer Driven 3. Detailed Process 4. Improvement Teams 5. Long Term Thinking 6. Management and Monitoring 7. Continual Improvement 8. Frequent Auditing 9. Employee Empowerment 10. Measuring and Controlling

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Shreeji Automart Pvt. Ltd

100% Commitment In order for TQM to work, all management must be 100% committed to the TQM methodology. This includes the most top level person to all line managers. Top management must understand and harness the principles of TQM. Top Management is responsible for removing fear from the organizations employees. Employees cannot be fearful of making mistakes. Employees cannot be fearful of making decisions. 100% commitment means that all management receives training in Total Quality Management tools, teams, continuous improvement, and customer satisfaction. After training, management then trains all other employees. Management needs to realize that TQM is an investment, a long term investment. Before making the decision to jump on the TQM bandwagon, get training first. Research TQM thoroughly. The road to TQM requires hard, hard work. However the benefits are outstanding and long lasting. Do not make an emotional call based on your organization current situation. Top management must be willing to change. This may include reorganization. If top management cannot commit, perhaps they are used to their own way, then TQM is not going to work. Is your company willing to put the right people in the right roles to move ahead with TQM?

Customer Driven Selling quality products to customers is just a small part of TQM methodology. Your company will need to outstandingly serve the customer. This means many things depending on your customers such as

Providing information as needed Holding the customer hand through installation. Creating custom surveys to capture your customer needs Constantly improving lead times Quickly responding to customer questions. Providing detail information on your website

Not only do you satisfy external customer needs but you satisfy internal customer needs too. This means that your employees must be happy and motivated. Include all employees in improvement projects.

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Shreeji Automart Pvt. Ltd

Do all employees have the tools, recourses to complete their tasks? Do all employees partake in improvement projects? Have you surveyed the employees to find their needs? Detailed Process In a TQM environment, you sweat the details. You document the process details. You eliminate the waste or non value added steps. You assure that all employees follow the same process. The processes produces product that satisfies the customer. The internal customer is the person receiving the product. If employees receive unsatisfactory product they are empowered to reject the product. Empowered employees can improve processes to minimize rejects.
Improvement Teams

A TQM company will have a steering committee made from top management. The committee create projects, form project teams and monitor the teams improvement efforts. The projects will have significant and long term benefits to the company. Improvement doesnt happen by itself or from one person ideas. Every person contributes a unique and valuable point of view to the team. Train team members in the process improvement tools. There are two types of teams: 1) Functional teams are from one area or department. They focus on issues that are internal to that area only. 2) Cross functional teams are created from members from multiple departments or areas. Empower members of cross functional teams make changes. They focus on processes, systems and problem projects.

Long Term Thinking TQM is a long term process. It can take up to 5 years to fully convert a company to TQM methodology. A company needs to have a 5 year vision to implement TQM. Every year the mission statement is reviewed and revised to strengthen the 5 year vision. Revision of the mission occurs because customer needs changes from year to year. However the overarching TQM vision remains the same.

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Management and Monitoring TQM requires monitoring and management is responsible. Management monitors the improvement activities, the status of TQM and the processes. When things go awry, management accepts the blame. Management does not blame individuals. They realize that their systems caused the issues. They understand that the systems can be fixed to correct the issues. Management evaluates the effectiveness and efficiency of the TQM efforts. They measure the momentum of the cultural change. All management ensures are employees are trained and involved in TQM activities. Frequent Auditing Auditing ensures that all employees are following documented processes. Auditing is used to improve the processes. Auditing is not used to denounce employees. See here for more on auditing.

Employee Empowerment In the TQM methodology, employee empowerment becomes one of the most difficult hurdles. The difficultly comes from not providing effective training. In order to empower employees, they need thorough knowledge to make quick and sound decisions. An empowered employee greatly benefits the company. You train and retrain your employees in product knowledge, TQM tools and your companys systems. An empowered employee always feels part of the team. They realize their contributions affects customer satisfaction.

Measuring and Controlling Most of the TQM tools focus on measuring and controlling processes. Correct application of these tools greatly benefits your company. Controlled processes assure your customers receive the same outstanding product or service every time!
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To improve you must be able to measure the improvement. Selecting the correct measurement tools is essential to TQM. A TQM company trains all employees in the TQM tools. With this knowledge empowered employees select the correct measuring tool. By applying the tools, you achieve customer satisfaction.

TQM Tools
Here follows a brief description of the basic set of Total Quality Management tools. They are:

Pareto Principle Scatter Plots Control Charts Flow Charts Cause and Effect , Fishbone, Ishikawa Diagram Histogram or Bar Graph Check Lists Check Sheets

Pareto Principle

The Pareto principle suggests that most effects come from relatively few causes. In quantitative terms: 80% of the problems come from 20% of the causes (machines, raw materials, operators etc.); 80% of the wealth is owned by 20% of the people etc. Therefore effort aimed at the right 20% can solve 80% of the problems. Double (back to back) Pareto charts can be used to compare 'before and after' situations. General use, to decide where to apply initial effort for maximum effect. Return to TQM Tools index

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Scatter Plots

A scatter plot is effectively a line graph with no line - i.e. the point intersections between the two data sets are plotted but no attempt is made to physically draw a line. The Y axis is conventionally used for the characteristic whose behaviour we would like to predict. Use, to define the area of relationship between two variables. Warning: There may appear to be a relationship on the plot when in reality there is none, or both variables actually relate independently to a third variable. Control Charts

Control charts are a method of Statistical Process Control, SPC. (Control system for production processes). They enable the control of distribution of variation rather than attempting to control each individual variation.

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Upper and lower control and tolerance limits are calculated for a process and sampled measures are regularly plotted about a central line between the two sets of limits. The plotted line corresponds to the stability/trend of the process. Action can be taken based on trend rather than on individual variation. This prevents over-correction/compensation for random variation, which would lead to many rejects. Flow Charts

Pictures, symbols or text coupled with lines, arrows on lines show direction of flow. Enables modelling of processes; problems/opportunities and decision points etc. Develops a common understanding of a process by those involved. No particular standardisation of symbology, so communication to a different audience may require considerable time and explanation. Cause and Effect, Fishbone, Ishikawa Diagram

The cause-and-effect diagram is a method for analysing process dispersion. The diagram's purpose is to relate causes and effects.
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Three basic types: Dispersion analysis, Process classification and cause enumeration. Effect = problem to be resolved, opportunity to be grasped, result to be achieved. Excellent for capturing team brainstorming output and for filling in from the 'wide picture'. Helps organise and relate factors, providing a sequential view. Deals with time direction but not quantity. Can become very complex. Can be difficult to identify or demonstrate interrelationships. Histogram or Bar Graph

A Histogram is a graphic summary of variation in a set of data. It enables us to see patterns that are difficult to see in a simple table of numbers. Can be analysed to draw conclusions about the data set. A histogram is a graph in which the continuous variable is clustered into categories and the value of each cluster is plotted to give a series of bars as above. The above example reveals the skewed distribution of a set of product measurements that remain nevertheless within specified limits. Without using some form of graphic this kind of problem can be difficult to analyse, recognise or identify. Check Sheets A Check Sheet is a data recording form that has been designed to readily interpret results from the form itself. It needs to be designed for the specific data it is to gather. Used for the collection of quantitative or qualitative repetitive data. Adaptable to different data gathering situations. Minimal interpretation of results required. Easy and quick to use. No control for various forms of bias - exclusion, interaction, perception, operational, non-response, estimation. Check Lists A Checklist contains items that are important or relevant to a specific issue or situation. Checklists are used under operational conditions to ensure that all important steps or actions have been taken. Their primary purpose is for guiding operations, not for collecting data. Generally used to check that all aspects of a situation have been taken into account before action or decision making. Simple, effective.

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83 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Customer Satisfaction Survey


We all know customer satisfaction is essential to the survival of our businesses. How do we find out whether our customers are satisfied? The best way to find out whether your customers are satisfied is to ask them. When you conduct a customer satisfaction survey, what you ask the customers is important. How, when, and how often you ask these questions are also important. However, the most important thing about conducting a customer satisfaction survey is what you do with their answers. How You Ask Whether Customers Are Satisfied There are many ways to ask your customers whether or not they are satisfied with your company, your products, and the service they received. You can ask them:

Face-to-face as they are about to walk out of your store or office, ask them. Call them on the phone if you have their phone number, and their permission, you can call them after their visit and ask how satisfied they are. Mail them a questionnaire this technique has been used for a long time. The results are predictable. Email them a customer satisfaction survey Be careful to not violate Spam laws Email them an invitation to take a customer satisfaction survey

When to Conduct a Customer Satisfaction Survey The best time to conduct a customer satisfaction survey is when the experience is fresh in their minds. If you wait to conduct a survey, the customer's response may be less accurate. He may have forgotten some of the details. She may answer about a later event. She may color his answers because of confusion with other visits. She may confuse you with some other company. What to Ask In a Customer Satisfaction Survey There is a school of thought that you only need to ask a single question in a customer satisfaction survey. That question is, "will you buy from me again?" While it is tempting to reduce your customer satisfaction survey to this supposed "essence", you miss a lot of valuable information and you can be easily misled. It is too easy for a customer to answer yes to the "will you buy from me again?", whether they mean it or not. You want to ask other questions in a customer satisfaction survey to get closer to the expected behaviour and to collect information about what to change and what to keep doing.
84 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

By all means ask the basic customer satisfaction questions:


How satisfied are you with the purchase you made (of a product or service)? How satisfied are you with the service you received? How satisfied are you with our company overall?

And ask the customer loyalty questions"


How likely are you to buy from us again? How likely are you to recommend our product/service to others How likely are you to recommend our company to others?

Also ask what the customer liked and didn't like about the product. CUSTOMER SATISFACTION SURVEY IN SHREEJI AUTOMART PVT. LTD. ROLE OF THE SALES PERSON: He should be neatly dressed He should have knowledge about various products Features Variants Colors Prices Sales promotion campaigns Competitor products, their features, prices, etc. Latest service and warranty policies Current availability Carry copy of ready reckoner

Do not leave the customer unattended for more than 3 minutes CUSTOMER CARE TEAM:

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Shreeji Automart Pvt. Ltd

Role of the Customer Care Manager in shreeji Automart: DSSM is the leader of the customer care team. He is accountable for the sales satisfaction index of the dealership. The customer care manager ensures that every customer is properly followed up and feedback is recorded. Also the customer complaints are recorded and resolved as soon as possible to the level of satisfaction. The customer care executives report to the customer care manager. Customer Care Executive:Initially does the Post Sales Follow up (PSF) and monitors the feedback forms at the showroom PSFs are done in order to get the first hand feedback from the customer about the experience that they had during the sales and delivery process. The first PSF is done within the 72 hours of delivery and the voice or exact wordings of the customer are recorded. The next PSF call is made after 15 days after the vehicle is delivered. The feedback form system is a very important tool to obtain customers feedback on the experience that the customer had during the purchase of his/her car. Steps to be followed after receiving customer complaint: The procedure to file a compliant by customer: Firstly DSSM gives a control number to all complaints received and records the same in the customer complaints control register. Then DSSM gets in touch with the customer over the phone and expresses regret on the inconvenience faced by the customer Immediate action is taken to ensure that the customer complaint is resolved and writes a letter of apology The DSSM along with the concerned DSE, then visits the customer, hands over the letter and takes satisfaction note from the customer Then he sends a copy of the letter and the satisfaction note to concerned authority and also files a copy of the same in the customer complaints register/file. Then the DSSM discusses the customer complaints in the weekly meeting with the general manager on SSI with the entire showroom staff. Necessary counter measures are taken to ensure that such complaints are not repeated in future. All sales staff and managers review customer care activities on daily, weekly and monthly basis. The SSI review meet is conducted regularly.
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According to Shreeji Automart Pvt. Ltd: A customer is the most important visitor on our premises He is not dependent on us, we are dependent on him, He is not an interruption on our work, He is the purpose of it. He is not an outsider on our business, He is part of it. We are not doing him a favour serving him; He is doing us a favour by giving us the Opportunity to do so

87 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

88 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Research methodology
It is the way to systematically solve the research problem. It may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem along with the logic behind them.

Importance of Research:
The purpose of research is to inform action. Thus, your study should seek to contextualize its findings within the larger body of research. Research must always be high quality in order to produce knowledge that is applicable outside of the research setting with implications that go beyond the group that has participated in the research. Furthermore, the results of your study should have implications for policy and project implementation. One problem that often plagues progress in global health is the slow translation of research into practice. Oftentimes, a disconnect exists between those who create the evidence base and those who are positioned to implement the research findings. The underlying problem is in the way in which the production of evidence is organized institutionally with highly centralized mechanisms, whereas the application of that science is highly decentralized. This social distance prevails because scientists are more oriented to the international audiences of other scientists for which they publish than to the needs of practitioners, policy makers, or the local public. Thus, as researchers, it is imperative to take steps to overcome this barrier. Publishing your study may be one initial step to make your research known to the global community. Other proactive measures can be taken to encourage the uptake of evidence-based interventions. For example, you can present your research findings at various venues such as the Unite for Sight sponsored Global Health and Innovation Conference. Furthermore, you can send the results of your study to local officials, policy-makers, and community leaders.

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Making of the Questionnaire


At this point, we assume that we have already decided what kind of data we are to measure, formulated the objectives of the investigation, and decided on a participant group. Now we must compose our questions. If the preceding steps have been faithfully executed, most of the questions will be on obvious topics. Most questionnaires, however, also gather demographic data on the participants. This is used to correlate response sets between different groups of people. It is important to see whether responses are consistent across groups. For example, if one group of participants is noticeably less satisfied with the test interface, it is likely that the interface was designed without fair consideration of this group's specific needs. This may signify the need for fundamental redesign of the interface. In addition, certain questions simply may only be applicable to certain kinds of users. For example, if one is asking the participants whether they find the new tutorial helpful, we do not want to include in our final tally the responses of experienced users who learned the system with an older tutorial. There is no accurate way to filter out these responses without simply asking the users when they learned the interface. Typically, demographic data is collected at the beginning of the questionnaire, but such questions could be located anywhere or even scattered throughout the questionnaire. One obvious argument in favor of the beginning of the questionnaire is that normally background questions are easier to answer and can ease the respondent into the questionnaire. One does not want to put off the participant by jumping in to the most difficult questions. We are all familiar with such kinds of questions. It is important to ask only those background questions that are necessary. Do not ask income of the respondent unless there is at least some rational for suspecting a variance across income levels. There is often only a fine line between background and personal information. You do not want to cross over in to the personal realm unless absolutely necessary. If you need to solicit personal information, phrase your questions as unobtrusively as possible to avoid ruffling your participants and causing them to answer less than truthfully.

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What kind of questions do we ask?


In general, there are two types of questions one will ask, open format or closed format. Open format questions are those that ask for unprompted opinions. In other words, there are no predetermined set of responses, and the participant is free to answer however he chooses. Open format questions are good for soliciting subjective data or when the range of responses is not tightly defined. An obvious advantage is that the variety of responses should be wider and more truly reflect the opinions of the respondents. This increases the likelihood of you receiving unexpected and insightful suggestions, for it is impossible to predict the full range of opinion. It is common for a questionnaire to end with and open format question asking the respondent for her unabashed ideas for changes or improvements. Open format questions have several disadvantages. First, their very nature requires them to be read individually. There is no way to automatically tabulate or perform statistical analysis on them. This is obviously more costly in both time and money, and may not be practical for lower budget or time sensitive evaluations. They are also open to the influence of the reader, for no two people will interpret an answer in precisely the same way. This conflict can be eliminated by using a single reader, but a large number of responses can make this impossible. Finally, open format questions require more thought and time on the part of the respondent. Whenever more is asked of the respondent, the chance of tiring or boring the respondent increases. Closed format questions usually take the form of a multiple-choice question. They are easy for the respondent, give There is no clear consensus on the number of options that should be given in an closed format question. Obviously, there needs to be sufficient choices to fully cover the range of answers but not so many that the distinction between them becomes blurred. Usually this translates into five to ten possible answers per questions. For questions that measure a single variable or opinion, such as ease of use or liability, over a complete range (easy to difficult, like to dislike), conventional wisdom says that there should be an odd number of alternatives. This allows a neutral or no opinion response. Other schools of thought contend that an even number of choices is best
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because it forces the respondent to get off the fence. This may induce the some inaccuracies for often the respondent may actually have no opinion. However, it is equally arguable that the neutral answer is over utilized, especially by bored questionnaire takers. For larger questionnaires that test opinions on a very large number of items, such as a music test, it may be best to use an even number of choices to prevent large numbers of no-thought neutral answers. Closed format questions offer many advantages in time and money. By restricting the answer set, it is easy to calculate percentages and other hard statistical data over the whole group or over any subgroup of participants. Modern scanners and computers make it possible to administer, tabulate, and perform preliminary analysis in a matter of days. Closed format questions also make it easier to track opinion over time by administering the same questionnaire to different but similar participant groups at regular intervals. Finally closed format questions allow the researcher to filter out useless or extreme answers that might occur in an open format question. Whether your questions are open or closed format, there are several points that must by considered when writing and interpreting questionnaires: Clarity: This is probably the area that causes the greatest source of mistakes in questionnaires. Questions must be clear, succinct, and unambiguous. The goal is to eliminate the chance that the question will mean different things to different people. If the designers fail to do this, then essentially participants will be answering different questions. To this end, it is best to phrase your questions empirically if possible and to avoid the use of necessary adjectives. For example, it asking a question about frequency, rather than supplying choices that are open to interpretation such as: Very Often Often Sometimes Rarely Never
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It is better to quantify the choices, such as: Every Day or More 2-6 Times a Week About Once a Week About Once a Month Never

There are other more subtle aspects to consider such as language and culture. Avoid the use of colloquial or ethnic expressions that might not be equally used by all participants. Technical terms that assume a certain background should also be avoided. Leading Questions: A leading question is one that forces or implies a certain type of answer. It is easy to make this mistake not in the question, but in the

choice of answers. A closed format question must supply answers that not only cover the whole range of responses, but that are also equally distributed throughout the range. All answers should be equally likely. An obvious, nearly comical, example would be a question that supplied these answers choices: Superb Excellent Great Good Fair Not so Great

A less blatant example would be a Yes/No question that asked: Is this the best CAD interface you have every used?

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In this case, even if the participant loved the interface, but had an favourite that was preferred, she would be forced to answer no. Clearly, the negative response covers too wide a range of opinions. A better way would be to ask the same question but supply the following choices: Totally Agree Partially Agree Neither Agree or Disagree Partially Disagree Totally Agree

This example is also poor in the way it asks the question. Its choice of words makes it a leading question and a good example for the next section on phrasing. Phrasing: Most adjectives, verbs, and nouns in English have either a positive or negative connotation. Two words may have equivalent meaning, yet one may be a compliment and the other an insult. Consider the two words "child-like" and "childish", which have virtually identical meaning. Child-like is an affectionate term that can be applied to both men and women, and young and old, yet no one wishes to be thought of as childish. In the above example of "Is this the best CAD interface you have every used?" clearly "best" has strong overtones that deny the participant an objective environment to consider the interface. The signal sent the reader is that the designers surely think it is the best interface, and so should everyone else. Though this may seem like an extreme example, this kind of superlative question is common practice. A more subtle, but no less troublesome, example can be made with verbs that have neither strong negative or positive overtones. Consider the following two questions: 1. Do you agree with the Governor's plan to oppose increased development of wetlands? 2. Do you agree with the Governor's plan to support curtailed development of wetlands? They both ask the same thing, but will likely produce different data. One asks in a positive way, and the other in a negative. It is impossible to predict how the outcomes will vary, so one method to counter this is to be aware of different ways to word
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questions and provide a mix in your questionnaire. If the participant pool is very large, several versions may be prepared and distributed to cancel out these effects.

Embarrassing Questions: Embarrassing questions dealing with personal or private matters should be avoided. Your data is only as good as the trust and care that your respondents give you. If you make them feel uncomfortable, you will lose their trust. Do not ask embarrassing questions. Hypothetical Questions Hypothetical is based, at best, on conjecture and, at worst, on fantasy. I simple question such as: If you were governor, what would you do to stop crime? These forces the respondent to give thought to something he may have never considered. This does not produce clear and consistent data representing real opinion. Do not ask hypothetical questions. Prestige Bias: Prestige bias is the tendency for respondents to answer in a way that make them feel better. People may not lie directly, but may try to put a better light on themselves. For example, it is not uncommon for people to respond to a political opinion poll by saying they support Samaritan social programs, such as food stamps, but then go on to vote for candidates who oppose those very programs. Data from other questions, such as those that ask how long it takes to learn an interface, must be viewed with a little skepticism. People tend to say they are faster learners than they are. There is little that can be done to prevent prestige bias. Sometimes there just is no way to phrase a question so that all the answers are noble. The best means to deal with prestige bias is to make the questionnaire as private as possible. Telephone interviews are better than person-to-person interviews, and written questionnaires mailed to participants are even better still.

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Types of research Design:


1. Descriptive Research Design Descriptive research studies are those studies which are concerned with describing the characteristics of a particular individual, or of a group. 2. Hypothesis Research Design Hypothesis testing research studies (generally known as experimental studies) are those where researcher tests the hypotheses of causal relationship between variables. 3. Exploratory Research Design - Exploratory research studies are also termed as formularize Research studies. The main purpose of such studies is that of formulating a problem for more precise investigation or of developing the working hypothesis from and operational point of view. The major emphasis in such studies is on the discovery of idea and insights. As such the research design appropriate for such studies must be flexible enough to provide opportunity for considering different aspects of problem under studies. This study is descriptive and analytical in nature while it seeks to identify the present scenario of topic Customer satisfaction of Shreeji Automart.

Steps involved in Research project are as follows:


1. 2. 3. 4. 5. 6. 7. 8. Formulation of Objectives Choice of research design Determining sources of data Designing data collection form Determining sampling method and sample size. Organizing and conducting the field survey Processing and analysing the collected data. Preparing the research report.

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DATA SOURCE
The type of data taken into consideration for the topic Customer satisfaction of Shreeji Automart is the primary data and secondary data. It was collected by me while doing training with Shreeji Automart Pvt. Ltd, Surat. Through the past records of the company we can analyse the data. This analysis process can help us in future in making any decision regarding to it. We can review this data whenever necessary. It has helped me to analyse the customer satisfaction level of Shreeji Automart Pvt Ltd. Sample size: To be convenient about the survey sample size for the customers was 50 based on convenient random sampling. Research tools: The data was collected through Data Questionnaire Method. Data collection: Data is collected through the following: Primary sources: Questionnaire from the customers visiting Shreeji Automart only and project data is based on the working of Shreeji Automart for the Customers. Secondary sources: Internet Books Magazines References Articles

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98 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Analysis
6. Family income: No. of respondents a) Below Rs-75000 b) Rs 75000 to Rs 125000 c) Rs 125000 to 150000 d) Above Rs 150000
45 40 35 no. of respondents 30 25 20 15 10 5 0 Family income Below Rs-75000 Rs 75000 to Rs 125000 Rs 125000 to 150000 Above Rs 150000

0 0 10 40

Interpretation: The following chart shows that the person having more than Rs150000 income are 40 which depicts that the customers who visited the showroom can afford cars like vista, indigo, manza, linea and punto while those having income between Rs. 125000 to Rs. 150000 are 10 only which highlights that these customers can only afford to buy Tata Nano.

99 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

7.Model of purchase: a) Loan b) Cash


Model of purchase

35 15

30% Loan 70% Cash

Interpretation: This pie chart shows that 70% of respondents purchased car on loan basis which adds to think that people have liquidity advantage, tax benefits and easy availability of loan while 30% of respondents purchased car on cash basis which shows that they have enough money and they are exempted form paying loan fees and interest amount and firm gives them attractive discounts. 9. Mention reason to purchase the vehicle from SHREEJI AUTOMATRT (TATAMOTORS AND FIAT AUTHORISED DEALER) No. of respondents a) Quick delivery b) Customer care c) After sales service d) All
25 No. of respodents 20 20 15 15 10 10 5 5 0 Quick Delivery Customer Care Reasons After sales service All

10 15 5 20

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Interpretation: The following chart above shows that 10 respondents purchased car from Shreeji because of Quick delivery, 15 respondents purchased because of customer care, 5 respondents purchased due to after sales service and 20 respondents purchased because of all mentioned reasons. This highlights the fact that customers are dually attracted to Shreeji because of their good service availability and have trust that they will enjoy being their customers as they will be fully cared and made comfortable. 11. (I) Parameter: Knowledgeable sales persons No. of respondents Strongly disagree 5 Disagree 5 Neither agree nor Disagree 0 Agree 10 Strongly Agree 30
35 30 No of respondents 25 20 15 10 5 0 5 10 5 Parameter: Knowledgeable sales persons 0

30

Strongly disagree

Disagree

Neither agree nor Disagree

Agree

Strongly Agree

Interpretation: This figure shows that the most of customers i.e. 80% felt that the sales executives and sales persons are knowledgeable about their work like products and procedures to be followed in the showroom and how to handle the customers well. While 10% of respondents say that the sales persons do not have the considerable knowledge about the whole working process. They lack in: - Customer handling - Cant explain the features - Dont respond well - Cant handle the complain - Long conversations are held - Never solve the problem
101 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(ii) Parameter: Employees spent enough time with you: Before sales No. of respondents Strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree 0 0 0 20 30

35 No of respondents 30 25 20 15 10 5 0 0 0 0 Parameter: Before sales 20

30

Strongly disagree Neither agree nor Disagree Strongly Agree

Disagree Agree

Interpretation: This above figure shows that most of the customers i.e. 40% agree and 60% strongly agreed that employees spent enough time before the actual sales took place. This shows how much the employees are efficient enough to spare much time in explaining. They are good at: - Demo - Test drive - Explaining features - Convincing them

102 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(iii) Parameter: Display of merchandise is attractive No. of respondents strongly disagree 0 Disagree 0 Neither agree nor Disagree 0 Agree 30 Strongly Agree 20

35 30 30 No. of respondents 25 20 20 15 10 5 0 0 Parameter: Display of merchandise is attractive Strongly disagree Neither agree nor disagree Strongly Agree Disagree Agree 0 0

Interpretation: This graph analysis the fact that the display of merchandise is very attractive to with hold the attention of customers at the showroom where 60% agrees and 40% strongly agrees with this fact. This shows that the window dressing of products in showroom is awesome to gain more customers into their pocket.

103 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(iv) Parameter: Availability of the product No. of respondents strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
35 30 30 No. of respondents 25 20 15 10 10 5 0 0 Parameter: Availability of the product Strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree 0 10

0 0 10 10 30

Interpretation: The above drawn chart depicts the most important criteria of Shreeji Automart i.e. availability of product. The 60% respondents said that they strongly agreed that many cars of various models were available in stock while 20% agreed and 20% had no idea about it. This shows that Shreeji is aware about the importance of availability of product that too in various models of car which calls for thinking that any customer can ask for any model and they make the customer available with it in quick time.

104 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(v) Parameter: Variety/selection of merchandise No. of respondents Strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree 0 5 15 10 20

No. of respondents

25 20 15 10 5 0 Parameter: Variety/selection of merchandise Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 5 15 10

20

Interpretation: The above graph shows that variety in merchandise of shreeji automart is quite fine. The data commands that 60% of customers agree to the point that variety was shown but 10%does not agree with this criteria while 30% did not have any idea about it. Here differences come because every customer has its own choice toward variety criteria but to sum it up the variety is quite fine and attractive at the Shreeji Automart showroom.

105 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(vi) Parameter: Vehicle in good condition No. of respondents Strongly disagree 0 Disagree 0 Neither agree nor Disagree 0 Agree 40 Strongly Agree 10

50 No. of respondents 40 40 30 20 10 10 0 0 Parameter: Vehicle in good condition Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 0

Interpretation: The above chart shows a positive outlook for Shreeji Automart Pvt Ltd. Here 90% customers agree that vehicles are in good condition and 10% strongly agree to it. The reason behind this can be: - Regular follow ups - Regular maintenance - Services are provided - Free check up - Standardised procedure - Good service workshop

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Shreeji Automart Pvt. Ltd

(vii) Parameter: Prices are affordable strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
40 No. of respondents 30 30 20 10 10 0 0 Parameter: Prices are affordable Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 5 5

No. of respondents 0 10 5 30 5

Interpretation: The above chart shows about the prices of car that are affordable or not. Here 20% customers say that the prices are not affordable, 10% says they do not know and 70% says that they are affordable. Every person has its own criteria to range the prices.

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Shreeji Automart Pvt. Ltd

(viii) Parameter: Attractive discounts offered No. of respondents 0 10 5 30 5


30

strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
35 No. of respondents 30 25 20 15 10 5 0 0 10

Parameter: Attractive discounts offered Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree

Interpretation: The above figure shows that 20% disagrees with the attractive discounts and 10% do not know. While 70% agreed to that attractive discounts are offered at Shreeji Automart.

108 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(ix) Parameter: Dcor of the waiting area is pleasing No. of respondents strongly disagree 0 Disagree 0 Neither agree nor Disagree 0 Agree 5 Strongly Agree 45
50 No. of respondents 40 30 20 10 0 0 Parameter: Decor of the waiting are is pleasing Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 0 5 45

Interpretation: The above figure shows that 90% strongly agrees that the dcor of the waiting is pleasing and 10% agreed that dcor of the waiting is pleasing. This shows that Shreeji Automart has good ambience.

109 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(x) Parameter: Offered a test drive strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
30 No. of respondents 25 20 15 10 5 0 Parameter: Offered a test drive Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 0 0

No of respondents 0 0 0 25 25
25 25

Interpretation: This chart shows that 50% of customers agree that test drive is offered and rest 50% says that strongly that it is offered. In test drive they tell about: - Mileage - Speed - Features -performance of car

110 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

xi) Parameter: Post sales follow ups are done regularly No. of respondents strongly disagree 0 Disagree 20 Neither agree nor Disagree 5 Agree 0 Strongly Agree 25
30 25 20 15 10 5 0 Parameter: Post sales follow ups are done regularly 0 5 0 20 25

No. of respondents

Strongly disagree Neither agree nor Disagree Strongly Agree

Disagree Agree

Interpretation: The chart shows that 50% of customers agreed that follow ups are done while 30% disagrees with this fact. While 10% does not have the idea about it. They lack in: - Conversation skills - Language is not proper - Communication mishandling

111 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

xi) Parameter: Responds to complaints quickly No. of respondents 0 0 5 20 25


25 20

Strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
30 No. of respondents 25 20 15 10 5 0 0 0

Parameter: Responds to complaints quickly Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree

Interpretation: The chart shows that employees respond to complaints well. 90% agrees with this fact while 10% do not. Responding to complaints is an important aspect. It tells about the feedback system of shreeji automart.

112 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(xii) Parameter: All the commitments are fulfilled No. of respondents Strongly disagree 0 Disagree 0 Neither agree nor Disagree 0 Agree 15 Strongly Agree 35
40 No. of respondents 30 20 10 0 0 Parameter: All the commitments are fulfilled Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 0 15 35

Interpretation: The above graph shows that the all commitments are fulfilled properly in the showroom itself. - 70% strongly agrees that commitments are fulfilled. - 30% agrees that commitments are fulfilled nicely. This shows that the customers are important for them.

113 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(xii) Parameter: Value for money No. of respondents Strongly disagree Disagree Neither agree nor Disagree Agree Strongly Agree
40 No. of respondents 30 20 10 0 0 Parameter: Value for money Strongly disagree Neither agree nor Disagree Strongly Agree Disagree Agree 0 0 15

0 0 0 15 35
35

Interpretation: The chart depicts that Shreeji Automart has the positive outlook for the value of money. - 70% strongly agrees that it has value for money - 30% agrees that money is value properly This parameter gives the idea that they value customer and their money very much ALL over Shreeji Automart is fine is the above mentioned parameters.

114 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

12. (i) Facilities: Tata motor insurance No. of respondents Yes 48 No 2


Parameter: Tata motor insurance 4%

Yes No 96%

Interpretation: This pie chart shows that 96% percent of respondents are aware of Tata Motor Finance while 4% are not aware.

(ii) Facilities: Extended warranty Yes No No. of respondents 45 5


Parameter: Extended warranty

10%

Yes No 90%

Interpretation: Here the figure shows that 90% knows about the extended warrantee facility and 10% do not know.
115 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(iii) Facilities: True value Yes No No. of respondents 40 10


Parameter: True valve

20% Yes No 80%

Interpretation: Here the pie chart depicts that 80% of customers know about true valve facility and 20% doesnt know. (iv) Facilities: Tata finance No. of respondents Yes No 35 15
Parameter: Tata finance

30% Yes No 70%

Interpretation: Here this pie chart shows about Tata finance facility for which 70% said yes and 30% said no.
116 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(v) Facilities: Autocard No. of respondents Yes No 30 20

Parameter: Autocard

40% 60%

Yes No

Interpretation: The above chart shows that 60% of respondents knew about the autocard facility while 40% did not. Here more awareness is needed (vi) Facilities: Genuine accessories Yes No No. of respondents 49 1
Parameter: Genuine accessories 2%

Yes No 98%

Interpretation: Here in this following figure 98% are aware about the availability of genuine accessories while only 2% does not know.
117 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

(vii) Facilities: Fiat motors insurance Yes No No. of respondents 49 1


Parameter: Fiat motors insurance 2%

Yes No 98%

Interpretation: Here in this following figure 98% are aware about the availability of genuine accessories while only 2% does not know.

118 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

13. Attributes that made you to purchase No. of respondents a) New model & design b) Mileage c) Pick-up d) Others
30 25 25 No. of respondents 20 20 15 10 5 5 0 0 Parameter: Attributes that made you to purchase New model & design Mileage Pick-up Others

20 5 0 25

Interpretation: The above graph shows that what attributes made you purchase from Shreeji Automart. The data commands that 50% of customers purchased for other reasons while 10% purchased because of mileage and 40% purchased because of new model and design attribute. Other attributes can be: - Color - Interiors - Exteriors - Features - Price - Offers and schemes - Loan available - Insurance provided - Extended services

119 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

14. Specify the overall performance of your TATA OR FIAT CAR No. of respondents A) Excellent b) Good c) Poor 35 15 0

40 35 No. of respondents 30 25 20 15 10 5 0

35

15

0 Parameter: Attributes that made you to purchase Excellent Good Poor

Interpretation: The above following figure depicts that customers rated the overall performance of Tata and Fiat car in three dimensions: 70% said that the performance is excellent 30% said that the performance is good and it is not poor at all This shows that customers are satisfied with the Tata and Fiat car. They are happy.

120 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

CONCLUSION
On an average more than 70% people feel that the prices are affordable whereas 10% do not agree, 70% believe that attractive discounts are offered whereas 10% are not satisfied with the discounts offered. 50% said that the test drives are offered nicely and rest 50%very nicely and 40% said that post sales follow ups are not done regularly whereas 50% said that they were done regularly but people feel that it is the peoples car as it is satisfactory on all other parameters: knowledgeable sales persons , employees spent enough time before and during sales, display of merchandise is attractive, availability of product, variety of merchandize, vehicle in good condition, prices are affordable, attractive discounts are offered, dcor of the waiting area is pleasing, responds to complaints quickly, service at Shreeji Automart service station is excellent, careful with personal information and is value for money . The overall opinion about shreeji Automart is very good. 80% people agreed that the sales persons are knowledgeable and 20% strongly disagreed that the sales persons are knowledgeable. 40% people agreed that the sales persons spent enough time with them before the sales and 60% strongly agreed with this. 62%. 60% agreed that the display of merchandize was attractive and 40% strongly agreed that the display of merchandize was attractive. 20% agreed that the availability of the product was there, 60%strongly agreed that the availability was there while only 20% said they nor agreed or disagreed with this. 20% agreed that there was variety/selection of merchandize and 40% strongly agreed whereas neither 30% nor agreed neither disagreed that enough variety was there and 20% disagreed with this. 80% strongly agreed that the vehicle was in good condition when delivered, 20% agreed with this. 64% strongly agreed that the prices are affordable, 21% agreed that the prices are affordable whereas only 15% said that they neither disagreed nor agreed with this. 90% agreed that the dcor of the waiting area was pleasing while 10% strongly agreed that the dcor of the waiting area was pleasing. Many of the respondents knew about the Tata Motor insurance, extended warrantee, true value and Tata finance.

121 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

About Auto card, genuine accessories and Fiat motors insurance also respondents have fair idea.

SUGGESTIONS
Price Competition: Shreeji Automart has to face a price competition with products of other companies which have low qualities. First time user / captive customer who are unknown to the products & industry will get into the trap of these low cost options. Upgrading Products: As in the changing scenario the needs of people are changing at very fast pace. Now the time Indian market place is very demanding, there is extreme demand for the innovative cars with advances features. Customer satisfaction: though the efforts of Shreeji Automart are impressive Towards the customers but then too they need to put in more efforts and ideas to retain customers and make them satisfied more.

The following points also highlight the suggestions:

Improving the marketing Strategies. Analysis the business strategies of competitors. Making the decision to capture the rural market. More test drives should be offered. Should be more particular about Post Sales Follow Up as it shows the concern of the company with the customer.

Should put in more efforts to promote Tata Motor Finance, Autocard and Accessories.

122 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

BIBLIOGRAPHY
Books: 1. Philip Kotler, Kevin Keller (2009), Marketing Management (Thirteenth Edition) 2. Marketing Management, the McGraw-Hill Magazines: 1. OUTLOOK BUSINESS (FEB, 2011) 2. 4PS OF BUSINESS AND MARKETING (June 2009) 3. BUSINESS TODAY - Pick and Choose 4. BUSINESS TODAY - Tata Motors to bring Jaguar, Land Rover to India Internet: 1. Tata Motors' Official Website 2. Wiki - Tata Motors Ltd

3. FIAT OFFICIAL WEBSITE 4. http://www.docasi.com/doc/12248800/Grand-Project-on-NANo 5. http://www.tatamotors.com/our_world/press_releases.php?ID=458&action=Pull 6. http://money.rediff.com/companies/tata-motors-ltd/10510008/cash-flow 7. WWW.GOOGLE.COM Newspapers: 1. The Times of India 2. Economic Times

123 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

ANNEXURES
Questionnaire with Survey A customer satisfaction survey was conducted for Shreeji Automart to see whether the how much people own the cars of Tata Motors and Fiat, to check the level of satisfaction and their valuable suggestion for improvement. It is a sample survey for study purpose Questionnaire The questionnaire is a source of primary data It is a simple way to collect data from general public. The data was then analysed and the results were drawn accordingly.

A sample of the questionnaire is as follows: Questionnaire Being an esteem customer of Shreeji Automart Pvt. Ltd. you are requested to take out A few minutes and fill the following QUESTIONNAIRE: 1. Name: 2. Address: _______________________________________________________________ _______________________________________________________________ ___________________________________________ Pin Code____________ 3. Gender: Male Female 4. Age: above Below18 18-25 26-35 36-50 51 and

5. Occupation: Housewife 6. Family income:

Service

Business

Student

a) Below Rs-75000 b) Rs 75000 to Rs 125000 c) Rs 125000 to 150000 d) Above Rs 150000 7. Model of purchase: a) Loan b) Cash
124 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

8. Which vehicle do you own?

9. Mention reason to purchase the vehicle from SHREEJI AUTOMATRT (TATAMOTORS AND FIAT AUTHORISED DEALER) a) Quick delivery b) Customer care c) After sales service d) All 10. How long have you been associated with Shreeji Automart? _____________________________________________________________________ __ 11. How would you rate Shreeji Automart on the following parameter? Strongly Disagree Knowledgeable sales person Employees spent enough time with you: Before sales During sales After sales Display of merchandise is attractive Availability of the product Variety/selection of merchandise Vehicle in good condition Prices are affordable Attractive discounts offered Disagree Neither agree nor Disagree Agree Strongly Agree

125 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

Strongly Disagree Dcor of the waiting area is pleasing Offered a test drive Post sales follow ups are done regularly Responds to complaints quickly All the commitments are fulfilled Value for money

Disagree

Neither agree nor Disagree

Agree

Strongly Agree

12. Are you aware of the following facilities provided by Shreeji Automart? FACILITIES Ye s i) Tata Motors insurance ii) Extended warranty iii) True value iv) Tata finance v) Autocard vi) Genuine accessories vii) Fiat Motors insurance 13. What attribute made you to purchase? a) New model & design b) Mileage c) Pick-up d) Others No

126 Metas Adventist College, Surat

Shreeji Automart Pvt. Ltd

14. Please specify the overall performance of your TATA OR FIAT CAR? A) Excellent b) Good c) Poor

DATE

SIGN

127 Metas Adventist College, Surat

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