Nazneen

STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS SANGHI
TATA MOTORS
CONTENTS
Chapter 1
Executive Summary
Introduction
Automobile Industry
Tata motors
Chapter 2
Biara!i "istory and concerns
Or!ani#ation $ro%ile
Bene%its o% employee & customer
' $(s
Chapter )
"* department
Service department
Sales department
Chapter +
,indin!s
Su!!estion
Conclusion
-uestionnaire
Biblio!raphy
BABASAB PATIL Page 1
TATA MOTORS
E.EC/TI0E S/11A*2
This proect mainly concentrates on the
Organization Stud ! Stud o" Cu#to$%r &%r'%&tion and
(oa(t to)ard# *I++ARAGI Motor# *i,a&ur-.

A 'on#u$%r $a /a0% #%t o" int%r%#t#1 2%n%"it#1 attitud%# and (i"% #t(% 2%"or%
&ur'/a#ing a &rodu't. *ut t/%r% $ig/t 2% a $a,or '/ang% in /i# ta#t% o" &r%"%r%n'% a"t%r
t/% &ur'/a#% /a# 2%%n $ad%. In #u'/ a &o#ition it i# di""i'u(t "or t/% $ar3%t%r to 3no) t/%
2%/a0iour o" t/% 'on#u$%r. Wit/ t/i# 0i%) in $ind t/% r%#%ar'/ #tud )i(( 2% 'ondu't%d
to "ind out t/% 'on#u$%r &r%"%r%n'% to)ard# #tor% and (oa(t.
To 'arr on t/% #tud t/% r%#%ar'/ /a# 2%%n 'ondu't%d a# &%r t/% $ar3%ting
r%#%ar'/ &ro'%##. A# t/% #tud r%4uir%# t/% 'u#to$%r 5&ot%ntia(6 o&inion it )i(( a(#o /%(&
to 3no) t/% a)ar%n%## (%0%( o" #tor% and (oa(t in *i,a&ur di#tri't and a(#o t/% o&inion
r%garding t/% 0%/i'(% a# )%(( a# t/% o0%ra(( &%r"or$an'% o" 2i,,aragi Tata $otor#. T/%
#tud )i(( a(#o /%(& u# to id%nti" t/% "a'tor# t/at in"(u%n'% to 2u t/% #tor% and (oa(t
)/i'/ )i(( /%(&"u( to 'o$&an "or 2%tt%r i$&ro0%$%nt o" t/% 0%/i'(%# ! #tor%#. For t/i#
#tud I /ad 'o((%'t%d t/% &ri$ar data t/roug/ 4u%#tionnair% and t/% 'o$&an 'ata(ogu%#1
2ro'/ur%# ar% 'o((%'t%d "or #%'ondar in"or$ation. To 'o((%'t &ri$ar data #ur0% i#
'ondu't%d on indi0idua(# 5&ot%ntia( 'u#to$%r#6 t/i# #tud i# (i$it%d to t/% *i,a&ur di#tri't
on(. T/% #a$&(% #iz% t/at I /ad ta3%n i# 78.

T/i# #tud )i(( a(#o /%(& 'o$&an to 3no) t/% 'u#to$%r (i3% a# )%(( a# t/%r% n%%d1 )ant
! #ati#"a'tion in #tor%#. 5Li3% 2i,,aragi $otor#1 $ani32ag $otor#1 2/agodaa $otor#.

TATA MOTORS
INT*O3/CTION

Mar3%t ar%a in India /a# 2%%n )itn%##ing #%0%ra( '/ang%# in '/art%r and
Co$&(%9it #in'% t/% (a#t "%) %ar#. T/%#% '/ang%# in'(ud% a /ig/%r r%a'/
o" $a## $%dia1 &arti'u(ar( du% to an in'r%a#%d &%n%tration o" #at%((it%
C/ann%(#1 a0ai(a2i(it o" a gr%at%r a##ort$%nt o" &rodu't# and #%r0i'%#.
Hig/%r (%0%( o" 'on#u$%r #&%nding on it%$# ot/%r t/an 2a#i' n%'%##iti%#1
$or% di#'%rning '/oi'% 2%/a0ior %9/i2it%d 2 'on#u$%r#1 and a '(%ar
Indi'ation o" 'on#u$%r &r%"%r%n'% "or 2%tt%r 0a(u% in &rodu't# and
#%r0i'%#.
T/% &a##%ng%r 0%/i'(% #%g$%nt in t/% auto$o2i(% indu#tr &(a# a 0ita( ro(% in
India .T/% &r%#%nt da $ar3%t i# #u'/ t/at t/% &a##%ng%r 0%/i'(% i#
a""orda2(% 2 Midd(% '(a## &%o&(% in ur2an and #%$i:ur2an ar%a#; it i# a(#o
$or% 'on0%ni%nt "or tra0%(ing #/ort and (ong di#tan'%. O0%r t/% %ar# t/%
#a(%# "igur%d o" t/% "our )/%%(%r# /a# in'r%a#%d to a 0%r (arg% %9t%nt. T/%
#a(% o" t/% "our:)/%%(%r in <=78 )a# n%ar( >88 unit# )/%r%a# no) t/%
#a(%# /a0% #/ot u& to $i((ion#.
T/% Indian auto$o2i(% indu#tr i# no) #triding inroad# into t/% rura( $idd(% '(a##
a"t%r it# inroad# into t/% ur2an $ar3%t# and rura( ri'/. It i# tring to 2ring in 0aring
&rodu't# to #uit r%4uir%$%nt# o" di""%r%nt '(a## #%g$%nt# o" 'u#to$%r#.
?%/i'(%# t/at 'an 2% 'on#id%r%d auto$o2i(%# )%r% d%$on#trat%d a# %ar( a# <@A=
and <BB7 $ar3%d t/% introdu'tion o" ga#o(in% &o)%r%d int%rna( 'o$2u#tion %ngin%#.
BABASAB PATIL Page )
TATA MOTORS
"istory o% Automobile Industry
T/% /i#tor o" t/% auto$o2i(% indu#tr in India a'tua(( 2%gan a2out C1888 %ar#
ago )/%n t/% "ir#t )/%%( )a# u#%d "or tran#&ortation. In t/% %ar( <7t/ '%ntur1 t/%
Portugu%#% arri0%d in C/ina and t/% int%ra'tion o" t/% t)o 'u(tur%# (%d to a 0ari%t o" n%)
t%'/no(ogi%#1 in'(uding t/% 'r%ation o" a )/%%( t/at turn%d und%r it# o)n &o)%r. * t/%
<A88#1 #$a(( #t%a$:&o)%r%d %ngin% $od%(# )%r% d%0%(o&%d1 2ut it )a# anot/%r '%ntur
2%"or% a "u((:#iz%d %ngin%:&o)%r%d auto$o2i(% )a# 'r%at%d.
T/% dr%a$ a 'arriag% t/at $o0%d on it# o)n )a# r%a(iz%d on( in t/% <Bt/ '%ntur
)/%n t/% "ir#t 'ar ro((%d on t/% #tr%%t#. St%a$1 &%tro(%u$ ga#1 %(%'tri'it and &%tro( #tart%d
to 2% u#%d in t/%#% 'ar#.
IndiaD# tran#&ort n%t)or3 i# d%0%(o&ing at a "a#t &a'% and t/% auto$o2i(% indu#tr
i# gro)ing too. T/% auto$o2i(% indu#tr a(#o &ro0id%# %$&(o$%nt to a (arg% #%'tion o"
t/% &o&u(ation. T/u# t/% ro(% o" auto$o2i(% indu#tr 'annot 2% o0%r(oo3%d in Indian
E'ono$. A(( 3ind# o" 0%/i'(%# ar% &rodu'%d 2 t/% auto$o2i(% indu#tr. It in'(ud%# t/%
$anu"a'tur% o" tru'3#1 2u#%#1 &a##%ng%r 'ar#1 d%"%n'% 0%/i'(%#1 t)o:)/%%(%r#1 %t'. T/%
indu#tr 'an 2% 2road( di0id%d into t/% 'ar $anu"a'turing1 t)o:)/%%(%r $anu"a'turing
and /%a0 0%/i'(%:$anu"a'turing unit#.
T/% $a,or 'ar $anu"a'tur%r# in India ar% Hindu#tan Motor#1 Maruti Udog1 Fiat
India Pri0at% Ltd.1 Ford India Ltd.1 G%n%ra( Motor# India P0t. Ltd.1 Honda Si%( Car# India
Ltd.1 Hundai Motor# India Ltd.1 S3oda India Pri0at% Ltd.1 Toota Eir(o#3ar Motor Ltd.1
to na$% ,u#t a "%).
BABASAB PATIL Page +
TATA MOTORS
*ATAN TATA
C/air$an o" Tata Son# and $a,or Grou& 'o$&ani%#1 in'(uding Tata Motor#1
Tata St%%(1 Tata Con#u(tan' S%r0i'%#1 Tata Po)%r1 Tata T%a1 Tata C/%$i'a(#1 Indian
Hot%(#1 Tata T%(%:#%r0i'%# and Tata Auto Co$&an.
0ision Statement
To 2% t/% Mo#t Soug/t a"t%r Organization "or Ena2(ing
Tata Grou& Co$&ani%# A'/i%0% Indu#tr L%ad%r#/i&-
0alues
4Cr%di2i(it1 Int%grit1 E9'%((%n'% ! Continuou# L%arning and S/aring-
T/% Tata Grou& i# on% o" IndiaD# (arg%#t and $o#t r%#&%'t%d 2u#in%##
'ong(o$%rat%#1 )it/ r%0%nu%# in F887:8A o" GF<.= 2i((ion 5R# =A@1FF= $i((ion61
t/% %4ui0a(%nt o" a2out F.B &%r '%nt o" t/% 'ountrD# GDP1 and a $ar3%t
'a&ita(i#ation o" GAF.F 2i((ion a# on +u( <F1 F88@. Tata 'o$&ani%# tog%t/%r
%$&(o #o$% F1 CA1 888 &%o&(%. T/% Grou&D# FB &u2(i'( (i#t%d %nt%r&ri#%# H
a$ong t/%$ #tand out na$%# #u'/ a# Tata St%%(1 Tata Con#u(tan' S%r0i'%#1
Tata Motor# and Tata T%a H /a0% a 'o$2in%d $ar3%t 'a&ita(i#ation t/at i# t/%
/ig/%#t a$ong Indian 2u#in%## /ou#%# in t/% &ri0at% #%'tor1 and a #/ar%/o(d%r
2a#% o" o0%r F $i((ion. T/% Tata Grou& /a# o&%ration# in $or% t/an 7C 'ountri%#
a'ro## #i9 'ontin%nt#1 and it# 'o$&ani%# %9&ort &rodu't# and #%r0i'%# to <F8
nation#. $roducts o% TATA 1otor "eavy 0ehicles5

TATA MOTORS
IN3IAN A/TO1OBI7E IN3/ST*2
T/% Indian auto indu#tr /a# gro)n at an i$&r%##i0% <A.BF &%r '%nt o0%r
t/% (a#t %ar )it/ tota( #a(%# o" 0%/i'(%# r%a'/ing around <8 $i((ion 0%/i'(%# ti((
No0%$2%r F88A a# again#t B.7 $i((ion in F887. S&urr%d 2 a /ug% d%$and "ro$ t/%
$ar3%t1 t/% in'r%a#% in &rodu'tion i# #%t to i$&ro0% "urt/%r dri0%n 2 a 2uoant %'ono$1
)it/ in'r%a#ing &ur'/a#ing &o)%r1 n%) &rodu't (aun'/%#1 'ou&(%d )it/ attra'ti0% "inan'%
#'/%$%# "ro$ auto$o2i(% $anu"a'tur%r# and "inan'ia( in#titution#. T/% do$%#ti'
&a##%ng%r 'ar $ar3%t r%'ord%d a /i#tori' FF.AA &%r '%nt gro)t/ in A&ri(:D%'%$2%r1 F88A1
#%'ond on( to t/% FB.7A &%r '%nt in "i#'a( F88>:8C. Ana(#t# 2%(i%0% t/% indu#tr )i((
'(o#% "i#'a( F88A:8@ )it/ around FF:F> &%r '%nt gro)t/1 again#t ,u#t <A &%r '%nt in F887:
8A.
3estination India 8 India i# on %0%r $a,or g(o2a( auto$o2i(% &(a%rD# road$a&1 and it
i#nDt /ard to #%% )/I
India i# t/% #%'ond (arg%#t t)o:)/%%(%r $ar3%t in t/% )or(d
Fourt/ (arg%#t 'o$$%r'ia( 0%/i'(% $ar3%t in t/% )or(d
<<t/ (arg%#t &a##%ng%r 'ar $ar3%t in t/% )or(d
E9&%'t%d to 2% t/% #%0%nt/ (arg%#t 2 F8<A
*obust production8 T/% 'u$u(ati0% gro)t/ o" &a##%ng%r 0%/i'(%# #%g$%nt during
A&ri(:F%2ruar F88@ 'o$&ar%d to t/% 'orr%#&onding &%riod in t/% (a#t %ar )a# FF.=<
&%r '%nt1 )/i(% t/at o" &a##%ng%r 'ar# in t/% #a$% duration )a# FC.@A &%r '%nt1 #a#
t/% So'i%t o" Indian Auto$o2i(% Manu"a'tur%r# 5SIAM6. T/% 'o$$%r'ia( 0%/i'(%#
#%g$%nt gr%) 2 >A.<F &%r '%nt during t/% A&ri(:F%2ruar F88@ &%riod1 )/i(% t/r%%
)/%%(%r #a(%# gr%) 2 <C.7 &%r '%nt1 it add%d.
TATA MOTORS
Asho: 7eyland "1T Tractors *oyal En%ield
Audi A; "onda 1otors Co5 7td5 San 1otors
Baa Auto "yundai 1otors Scooters India 7td
BE17 Indo%arm Tractors S:oda Auto India
B1< =inetic 1otor Co5 7td5 Sonali:a Tractors
Bentley 1otors 7imited 7ambor!hini Su#u:i 1otors
Chevrolet 717 India S>ara 1a#da 7td5
3ae>oo 1otors
1ahindra & 1ahindra
7td5
Ta%e Tractors
Eicher 1otors 1aruti Su#u:i India 7td5 Tata 1otors
Escorts 7td5 1ercedes Ben# Telcon
,iat India $vt 7td 1itsubishi 1otors Terex 0ectra
,orce 1otor 1onto 1otors Toyota =irlos:ar 1otors
,ord 1otors Nissan 1otors T0S 1otor Co5
;eneral 1otors $orsche 0olvo
"ero "onda *eva Electric Co5 2amaha 1otor
"industan 1otors *olls?*oyce 1otor
Economic Survey 2@@'?@A says8
T/% in#ta((%d 'a&a'it o" t/% auto$oti0% indu#tr /a# 2%%n gro)ing at a 'o$&ound%d
annua( rat% o" o0%r <A &%r '%nt #in'% F88<:8F. It &rodu'%d a )id% 0ari%t o" 0%/i'(%#
in'(uding <.@ $i((ion "our )/%%(%r# 5&a##%ng%r 'ar#1 (ig/t1 $%diu$ and /%a0 'o$$%r'ia(
BABASAB PATIL Page '
TATA MOTORS
0%/i'(%#1 $u(ti:uti(it 0%/i'(%# #u'/ a# ,%%&#61 and o0%r B $i((ion t)o and t/r%% )/%%(%r#
5#'oot%r#1 $otor:''(%#1 $o&%d#1 and t/r%% )/%%(%r#6 in F88A:8@.
India i# t/% #%'ond:2igg%#t $ar3%t "or #$a(( 'ar# a"t%r +a&an. It a''ount# "or A8J o" t/%
do$%#ti' $ar3%t.
,acts ,i!ures
It #%%$# t/at India /a# "ina(( arri0%d in t/% 2ig (%agu% o" A#ian 'ar $ar3%t#. St%ad and
i$&r%##i0% annua( gro)t/ rat%1 &r%#%n'% o" int%rnationa( auto$a3%r#1 r%(a9ation o"
"or%ign %9'/ang% and %4uit r%gu(ation#1 r%du'tion o" tari""# on i$&ort# and "%) ot/%r#
ar% t/% 'o$&on%nt# o" it# 2oo$ing auto $ar3%t. T/% 'ountr /a# no) 'o$% to 2%
r%'ogniz%d a# a &ot%ntia( %$%rging auto $ar3%t. T/% &%r'%&tion o" "or%ign in0%#tor# /a#
'/ang%d1 %0%r2od )anting to 2% /%r%.
For t/% "ir#t ti$%1 in t/% "inan'ia( %ar %nd in F8871 t/% tota( #a(%# o" &a##%ng%r 0%/i'(%# :
'ar#1 uti(it 0%/i'(%# and $u(ti:uti(it 0%/i'(%# : 'ro##%d t/% on%:$i((ion $ar3 to tou'/
<.8A $i((ion1 )it/ %9&ort# o" <AA1888 0%/i'(%#.
Stud #a# t/at 2 F8<8 India )i(( ta3% o0%r G%r$an in #a(%# 0o(u$%# and
+a&an 2 F8<F. And 2 F8781 Indian# )i(( 2u %0%r #i9t/ 'ar &rodu'%d in t/% )or(d.
A&art "ro$ #%r0ing t/% do$%#ti' $ar3%t1 t/% auto #%'tor /a# turn%d a# a #our'ing 2a#% "or
t/% g(o2a( auto $a,or#. T/% auto 'o$&on%nt $ar3%t i# a(#o in it# "u(( #)ing. A# &%r t/%
r%#%ar'/ o" RNCOS1 on% o" t/% (%ading indu#tr "ir$#1 t/% Indian auto$o2i(% 'o$&on%nt
indu#tr i# %#ti$at%d to tri&(% "ro$ USD A> 2i((ion to USD <=8 2i((ion )it/in a #&an o"
#i9 %ar# 2 F8<F.
Indian Automobile Industry Estimation8
E#ti$at%d turno0%r USD <F 2i((ion1 &(u# 'o$&on%nt# r%0%nu% USD > 2i((ion1 t/i# i# t/%
0a#tn%## o" Indian auto$o2i(% indu#tr. Indu#tr ana(#t# &r%di't t/i# indu#tr to tou'/
USD <>888 $i((ion $ar3# 2 F8<81 a 'u$u(ati0% gro)t/ o" =.7J annua((. It i# #aid t/at
"or %0%r R% < #&%nt1 t/% auto #%'tor r%turn# R#. F.FC to t/% Indian %'ono$5
BABASAB PATIL Page A
TATA MOTORS
Automobile 3ealers Net>or: in India
In t%r$# o" Car d%a(%r n%t)or3# and aut/oriz%d #%r0i'% #tation#1 Maruti
(%ad# t/% &a'3 )it/ D%a(%r n%t)or3# and )or3#/o&# a'ro## t/% 'ountr. T/% ot/%r (%ading
auto$o2i(% $anu"a'tur%# ar% a(#o tring to 'o&% u& and ar% o&%ning t/%ir #%r0i'% #tation#
and d%a(%r )or3#/o&# in a(( t/% $%tro# and $a,or 'iti%# o" t/% 'ountr. D%a(%r# o""%r
0aring 3ind o" di#'ount o" "inan'%# )/o in t%rn &a## it on to t/% 'u#to$%r# in t/% "or$ o"
r%du'%d int%r%#t rat%#.
Automobile Export Numbers
Cate!ory 1BBA?BB 2@@+?@6 CApr?3ecD
$assen!er Car 26+9A 121+'A
1ulti /tility 0ehicles 296+ )AB2
Commercial 0ehicles 1@1@A 1BB)1
T>o <heelers 1@@@@2 269'96
Three <heelers 211)A 616)6
$ercenta!e ;ro>th 1959 )25A
T/% indu#tr /a# ado&t%d t/% g(o2a( #tandard# and t/i# )a# $ani"%#t%d in t/% in'r%a#ing
%9&ort# o" t/% #%'tor. A"t%r a t%$&orar #(u$& during <==B: == and <===:881 #u'/ %9&ort#
r%gi#t%r%d ro2u#t gro)t/ rat%# o" )%(( o0%r 78 &%r '%nt in F88F:8> and F88>:8C %a'/ to
%9'%%d t)o and: a:/a(" ti$%# t/% %9&ort "igur% "or F88<:8F5
E0EN ;ro>th
O&&o#ing t/% 2%(i%" t/at t/% gro)t/ in auto$o2i(% indu#tr /a# 'at%r%d
on( to t/% to& in'o$%:#tratu$ o" #o'i%t1 Gro)t/ o" %9&ort# o" >F.B J in t/% "ir#t t/r%%
4uart%r# o" F88C:871 t/% "a#t%#t gro)t/ in 0o(u$%# /a# 'o$% "ro$ 'o$$%r'ia( 0%/i'(%# a#
again#t &a##%ng%r 'ar.
BABASAB PATIL Page B
TATA MOTORS
*%t)%%n <==B:== and F88>:8C1 out&ut o" 'o$$%r'ia( 0%/i'(%# /a# gro)n F.B ti$%#
'o$&ar%d to t/% F.F ti$%# in'r%a#% in &a##%ng%r 'ar#. Furt/%r$or%1 t)o:)/%%(%r out&ut
'ontinu%# to do$inat% t/% 0o(u$% #tati#ti'# o" t/% #%'tor. In F88>:8C1 "or %0%r &a##%ng%r
'ar turn%d out 2 t/% #%'tor1 t/%r% )%r% @ t)o:)/%%(%r# &rodu'%d. In t/% t)o )/%%(%r
#%g$%nt1 t/%r% i# a gr%at%r &r%"%r%n'% "or $otor''(%# "o((o)%d 2 #'oot%r#1 )it/ 2ot/
&rodu'tion and do$%#ti' #a(%# o" $otor''(%# in'r%a#ing at "a#t%r rat%# t/an "or #'oot%r#
in t/% 'urr%nt and &r%0iou# %ar#. Ho)%0%r1 $o&%d# /a0% r%gi#t%r%d (o) or n%gati0%
gro)t/. E9&ort gro)t/ rat%# /a0% 2%%n /ig/ 2ot/ "or $otor''(%# and #'oot%r#.
T"E =E2 ,ACTO*S BE"IN3 T"IS /$S<IN;8
Sa(%# in'%nti0%#1 introdu'tion o" n%) $od%(# a# )%(( a# 0ariant# 'ou&(%d )it/ %a#
a0ai(a2i(it o" (o) 'o#t "inan'% )it/ 'o$"orta2(% r%&a$%nt o&tion# 'ontinu%d to dri0%
d%$and and #a(%# o" auto$o2i(%# during t/% "ir#t t)o 4uart%r# o" t/% 'urr%nt %ar. T/%
ri#3 o" an in'r%a#% in t/% int%r%#t rat%#1 t/% i$&a't o" d%(a%d $on#oon# on rura( d%$and1
and in'r%a#% in t/% 'o#t# o" in&ut# #u'/ a# #t%%( ar% t/% 3% 'on'%rn# "or t/% &(a%r# in t/%
indu#tr.
BABASAB PATIL Page 1@
TATA MOTORS
A# t/% &(a%r# 'ontinu% to introdu'% n%) $od%(# and 0ariant#1 t/%
'o$&%tition $a int%n#i" "urt/%r. T/% a2i(it o" t/% &(a%r# to 'ontain 'o#t# and "o'u# on
%9&ort# )i(( 2% 'riti'a( "or t/% &%r"or$an'% o" t/%ir r%#&%'ti0% 'o$&ani%#.
T/% auto 'o$&on%nt #%'tor /a# a(#o &o#t%d #igni"i'ant gro)t/ o" F8 &%r
'%nt in F88>:8C1 to a'/i%0% a #a(%# turno0%r o" R#.>81AC8 'ror% 5USG A.@ 2i((ion6. Furt/%r1
t/%r% i# a &ot%ntia( "or /ig/%r gro)t/ du% to out#our'ing a'ti0iti%# 2 g(o2a( auto$o2i(%#
giant#. Toda1 t/i# #%'tor /a# %$%rg%d a# anot/%r #unri#% #%'tor5
W/ IndiaI T/% %'ono$ o" India i# %$%rging. T/% "o((o)ing ta2(% #/o)# t/% ran3ing o"
India in t/% &a#t "our %ar#.
*an: 2@@6 2@@+ 2@@) 2@@2
1 China China China China
2 India Thailand Thailand Thailand
) Thailand India /SA /SA
+ 0ietnam 0ietnam 0ietnam Indonesia
6 /SA /SA India 0ietnam
9 *ussia *ussia Indonesia India
' =orea Indonesia =orea =orea
T>in Advanta!es8
S'a(ing 'o#t#
O&ti$izing r%#our'%#
IN3/ST*2 ;*O<T"
T/% &a##%ng%r 'ar and $otor''(% #%g$%nt in Indian auto Indu#tr i# gro)ing 2
B:= &%r '%nt.
T/% auto$o2i(% indu#tr 'ro##%d a (and$ar3 )it/ tota( 0%/i'(% &rodu'tion o" <8
$i((ion unit#.
TATA MOTORS
Car #a(%# )a# B1BF18=C unit# again#t B1F81<@= unit# in F88C:87.
T/% t)o:)/%%(%r $ar3%t gr%) 2 <>.A &%r '%nt )it/ @817A1><@ unit# again#t
AF18=1@A7 unit# in F88C:87.
Co$$%r'ia( 0%/i'(%# #%g$%nt gr%) at <8.< &%r '%nt )it/ >1781AB> unit# again#t
>1<B1C>8 unit# in F88C:87
Passenger car business unit
T/% 'o$&anD# &a##%ng%r 'ar rang% 'o$&ri#%# t/% 'o$&a't 'ar Indi'a1 t/%
$id#iz% Indigo and Indigo Marina in 2ot/ &%tro( and di%#%( 0%r#ion#. T/% Tata Su$o1 t/%
Tata Sa"ari and it# 0ariant# ar% t/% 'o$&anD# $u(ti:uti(it 0%/i'(% o""%ring#.
In addition to t/% gro)t/ o&&ortuniti%# in t/% do$%#ti' $ar3%t1 t/% 'o$&an i#
&ur#uing gro)t/ t/roug/ a'4ui#ition#. In F88C1 it a'4uir%d t/% Da%)oo Co$$%r'ia(
?%/i'(% Co$&an1 Eor%aD# #%'ond:(arg%#t tru'3 $a3%r1 no) na$%d Tata
Da%)oo Co$$%r'ia( ?%/i'(%# Co$&an. In F8871 Tata Motor# a'4uir%d a F<:&%r '%nt
#ta3% in Hi#&ano Carro'%ra1 a r%&ut%d S&ani#/ 2u# and 'oa'/ $anu"a'tur%r1 )it/ an
o&tion to a'4uir% t/% r%$aining #ta3% a# )%((.
Indian Auto 1ar:et ;ro>th %or the year 2@@'?@A
<. T/% do$%#ti' auto$o2i(% indu#tr #a(%# gr%) <F.B &%r '%nt at B=1<81FFC unit# a#
again#t @B1=@1AF= unit# in F88C:87.
F. T/% auto$oti0% indu#tr 'ro##%d a (and$ar3 )it/ tota( 0%/i'(% &rodu'tion o" <8
$i((ion unit#.
>. A''ording to t/% So'i%t o" Indian Auto$o2i(% Manu"a'tur%r# 5SIAM61 'ar #a(%#
)a# B1BF18=C unit# again#t B1F81<@= unit# in F88C:87.
C. T/% gro)t/ o" do$%#ti' &a##%ng%r 'ar $ar3%t )a# @.7 &%r '%nt
7. Car %9&ort# #tood at <1@81<=> unit# again#t <1A81A@8 unit# in F88C:87.
TATA MOTORS
A. T/% t)o:)/%%(%r #%g$%nt1 t/% $ar3%t gr%) 2 <>.A &%r '%nt )it/ @817A1><@ unit#
again#t AF18=1@A7 unit# in F88C:87.
@. Motor''(%# /ad t/% u&)ard $ar'/1 <@.< &%r '%nt in do$%#ti' $ar3%t tou'/ing
7B1<71C<@ unit# again#t C=1AC1@7> unit# in F88C:87.
B. S'oot%r #%g$%nt gr%) 2 <.7 &%r '%nt1 "a(( at =18B1<7= unit# again#t =1FF1CFB unit#
in F88C:87.
=. Co$$%r'ia( 0%/i'(%# #%g$%nt gr%) at <8.< &%r '%nt )it/ >1781AB> unit# again#t
>1<B1C>8 unit# in F88C:87.
<8. M%diu$ and /%a0 'o$$%r'ia( 0%/i'(%# $anag%d a gro)t/ o" C.7 &%r '%nt
again#t F> &%r '%nt gro)t/ in t/% %ar %nd%d Mar'/ ><1 F887.
<<. Lig/t 'o$$%r'ia( 0%/i'(%# #a(%# gro)t/ )a# <=.C &%r '%nt at <1C>1F>@ unit#
again#t <1<=1=FC unit# in F88C:87.
<F. T/r%%:)/%%(%r# #a(%# ro#% 2 <@ &%r '%nt at >1A81<B@ unit# again#t >18@1BAF unit#
in F88C:87.
BABASAB PATIL Page 1)
TATA 1OTO*S IN IN3IA
Type $ublic CN2SE8 TT1D
,ounded 1B9@
"eadEuarters India
Industry automotive
$roducts commercial vehicles
*evenue
IN* )9B5AA billion or FB5@' billion
C,525 2@@9G convertedDCH2ID
<ebsite http8JJ>>>5tatamotors5comJ
TATA MOTORS
$ro%ile8
Tata Motor#1 t/% "(ag#/i& 'o$&an o" Tata grou&. E#ta2(i#/%d in <=C7 Tata
Motor# i# IndiaD# (arg%#t auto$o2i(% 'o$&an1 )it/ r%0%nu%# o" R#K: FC1888 'ror% 5USD
7.7 2i((ion6 in F887:8A. T/% 'o$&an 2%gan $anu"a'turing 'o$$%r'ia( 0%/i'(%# in <=7C
)it/ a <7:%ar 'o((a2oration agr%%$%nt )it/ Dai$(%r *%nz o" G%r$an.
It i# t/% (%ad%r 2 "ar in 'o$$%r'ia( 0%/i'(%# in %a'/ #%g$%nt1 and t/% #%'ond:(arg%#t in
t/% &a##%ng%r 0%/i'(%# $ar3%t )it/ )inning &rodu't# in t/% 'o$&a't1 $id#iz% and uti(it
0%/i'(% #%g$%nt#. T/% 'o$&an i# t/% )or(dD# "i"t/:(arg%#t $%diu$ and /%a0
'o$$%r'ia( 0%/i'(% $anu"a'tur%r.
Tata Motor# Li$it%d1 "or$%r( 3no)n a# TELCO 5TATA Engin%%ring
and Lo'o$oti0% Co$&an61 i# IndiaL# (arg%#t &a##%ng%r auto$o2i(% and 'o$$%r'ia(
0%/i'(% $anu"a'turing 'o$&an. It i# a(#o t/% )or(dD# 7t/ (arg%#t 'o$$%r'ia( 0%/i'(%
$anu"a'tur%r. It i# &art o" t/% Tata grou&. Tata Motor# i# )id%( 'r%dit%d "or &utting India
on t/% auto$oti0% $a& 2 d%#igning and d%0%(o&ing it# o)n rang% o" 'ar#. Tata Motor#
dat% 2a'3 to <=C7 )/%n t/% #tart%d $a3ing Train#. Tata Motor# )a# "ir#t (i#t%d on t/%
NYSE inF88C. Tata Motor# /ad 'r%at%d t/% )%a(t/ R# >F82n during F88<:F88A and #tood
a$ong to& <8 )%a(t/ 'r%ator# in India.. In F88C it a(#o 2oug/t Da%)ooD# tru'3
$anu"a'turing unit in Sout/ Eor%a. In Mar'/ F8871 it a'4uir%d a F<J #ta3% in Hi#&ano
'arro'%ra SA1 gi0ing it 'ontro((ing rig/t# in t/% 'o$&an. Tata Motor# and t/% Fiat grou&
/a0% #ign%d a n%) $%$orandu$ o" und%r#tanding 5MoU6 to %#ta2(i#/ a 78I78 ,oint
0%ntur% to $anu"a'tur% &a##%ng%r 0%/i'(%#1 %ngin%# and tran#$i##ion ##t%$# "or 2ot/
do$%#ti' and %9&ort $ar3%t# Tata Motor# i# a 'o$&an o" t/% Tata and Son# Grou&1
"ound%d 2 +a$#/%tgi Tata. It i# 'urr%nt( /%ad%d 2 Ratan Tata.T/% 'o$&an /a# t/%
)or3"or'% o" FF888 %$&(o%%# )or3ing in it# t/r%% &(ant# and ot/%r r%giona( and zona(
o""i'%# a'ro## t/% 'ountr.
BABASAB PATIL Page 1+
TATA MOTORS
Tata Motor#D rang% o" &a##%ng%r 'ar# i# #ti(( not 'o$&r%/%n#i0% 2 int%rnationa(
#tandard#. In 'o$$%r'ia( 0%/i'(%#1 Tata Motor# 'o$$and# an i$&o#ing A7J $ar3%t
#/ar% in t/% do$%#ti' /%a0 'o$$%r'ia( $ar3%t. T/% 'o$&an i# tring to $od%rniz% it#
rang% o" 'o$$%r'ia( 0%/i'(%#. Tata Motor# /i0%d o"" it# 0%/i'(% "inan'% 2u#in%## into a
#%&arat% #u2#idiar1 TML Finan'ia( S%r0i'%# 5TMLFS61 in S%&t%$2%r F88A. T/%
'o$&an &(an# to 2ui(d a 'ar t/at )i(( 'o#t ,u#t und%r R# <1881888 'on#id%ring t/at F
)/%%(%r# in India 'o#t R# 781888K:.
Indig%nou#( d%0%(o&%d $ini:tru'3. Tata $otor# $anu"a'turing unit# ar%
(o'at%d at +a$#/%d&ur1 Lu'3no) and Pi$&ri:C/in'/)ad 5Pun%6. T/% Pun% &(ant
$anu"a'tur%# t/% &a##%ng%r 'ar#.

A*EA O, B/SINESS8
Tata Motor#D &rodu't rang% 'o0%r# &a##%ng%r 'ar#1 $u(ti:uti(it 0%/i'(%# a# )%(( a# (ig/t1
$%diu$ and /%a0 'o$$%r'ia( 0%/i'(%# "or good# and &a##%ng%r tran#&ort. S%0%n out o"
<8 $%diu$ and /%a0 'o$$%r'ia( 0%/i'(%# in India 2%ar t/% tru#t%d Tata $ar3. T/%
'o$&an d%0%(o&%d IndiaD# "ir#t indig%nou#( d%0%(o&%d (ig/t 'o$$%r'ia( 0%/i'(%1 IndiaD#
"ir#t #&ort# uti(it 0%/i'(% and1 in <==B1 t/% Tata Indi'a H IndiaD# "ir#t indig%nou#(
$anu"a'tur%d &a##%ng%r 'ar. Wit/in t)o %ar# o" (aun'/1 Tata Indi'a 2%'a$% IndiaD#
(arg%#t #%((ing 'ar in it# #%g$%nt.
*esearch and development
Tata Motor# in0%#t# a&&ro9i$at%( u& to F &%r '%nt o" it# annua( turno0%r on
r%#%ar'/ and d%0%(o&$%nt1 )it/ an %$&/a#i# on n%) &rodu't K aggr%gat%# d%0%(o&$%nt
and t%'/no(og u& gradation. It# Engin%%ring R%#%ar'/ C%ntr% in Pun% %$&(o# o0%r
<1C88 #'i%nti#t# and %ngin%%r# and /a# IndiaD# on( '%rti"i%d 'ra#/:t%#t "a'i(it and /%$i:
an%'/oi' '/a$2%r "or t%#ting o" noi#% and 0i2ration.
T/% 'o$&an a(#o dra)# on t/% r%#our'%# o" (%ading int%rnationa( d%#ign
and #t(ing /ou#%# (i3% t/% In#titut% o" D%0%(o&$%nt in Auto$oti0% Engin%%ring1 SPA1
TATA MOTORS
Ita(1 and Sti(% *%rtoni1 Ita(. T/% 'o$&an /a# a(#o 2%%n i$&(%$%nting #%0%ra(
%n0iron$%nta(( #%n#iti0% t%'/no(ogi%# in $anu"a'turing &ro'%##%# and u#%# #o$% o" t/%
)or(dD# $o#t ad0an'%d %4ui&$%nt "or %$i##ion '/%'3ing and 'ontro(.
Environmental responsibility
Tata Motor# /a# (%d t/% Indian auto$o2i(% indu#trD# anti:&o((ution %""ort# t/roug/ a
#%ri%# o" initiati0%# in %""(u%nt and %$i##ion 'ontro(. T/% 'o$&an introdu'%d %$i##ion
'ontro( %ngin%# in it# 0%/i'(%# in India 2%"or% t/% nor$ )a# $ad% #tatutor. A(( it#
&rodu't# $%%t r%4uir%d %$i##ion #tandard# in t/% r%(%0ant g%ogra&/i%#. Mod%rn %""(u%nt
tr%at$%nt "a'i(iti%#1 #oi( and )at%r 'on#%r0ation &rogra$$%# and tr%% &(antation dri0%# at
it# &(ant (o'ation# 'ontri2ut% to t/% &rot%'tion o" t/% %n0iron$%nt and t/% 'r%ation o"
gr%%n 2%(t#.
;lobal Competition
Tata Motor# /a0% #o$% di#tin't ad0antag%# in 'o$&ari#on to ot/%r MNC
'o$&%titor#. T/%r% i# d%"init% 'o#t ad0antag% a# (a2or 'o#t i# B:= &%r '%nt o" #a(%# a#
again#t >8:>7 &%r '%nt o" #a(%# in d%0%(o&%d %'ono$i%#. Tata $otor# /a0% %9t%n#i0%
2a'3)ard and "or)ard (in3ag%# and it i# #trong( int%r)o0%n )it/ $a'/in% too(# and
$%ta(# #%'tor#. India i# an %9'%((%nt #our'% "or IT 2a#%d %ngin%%ring #o(ution "or &rodu't#
! &ro'%## Int%gration. T/%r% ar% #trong #u&&orting indu#tri%#
Exports
Tata Motor#D 0%/i'(%# ar% %9&ort%d &ri$ari( to Euro&%1 A"ri'a1 t/% Midd(%
Ea#t1 Sout/ and Sout/ Ea#t A#ia and Au#tra(ia. T/% 'o$&an a(#o /a# a##%$2(
o&%ration# in Ma(a#ia1 *ang(ad%#/1 U3rain%1 E%na and Ru##ia. O0%r t/% %ar#1 t/%
'o$&an /a# r%'%i0%d $or% t/an 78 a)ard# "ro$ t/% go0%rn$%nt o" IndiaD# Engin%%ring
E9&ort Pro$otion Coun'i(1 "or it# %9&ort initiati0%#. W/i(% 'urr%nt( a2out <C &%r '%nt 5a#
on Mar'/ ><1 F8876 o" it# r%0%nu%# ar% "ro$ it# int%rnationa( 2u#in%##1 t/% 'o$&an
int%nd# to in'r%a#% it# int%rnationa( 2u#in%## t/roug/ organi' and inorgani' gro)t/ rout%#.
TATA MOTORS
1ilestones
It /a# 2%%n a (ong and a''%(%rat%d ,ourn% "or Tata Motor#1 IndiaD# (%ading
auto$o2i(% $anu"a'tur%r. So$% #igni"i'ant $i(%#ton%# in t/% 'o$&anD# ,ourn% to)ard#
%9'%((%n'% and (%ad%r#/i&.
<=C7 Tata Engin%%ring and Lo'o$oti0% Co. Ltd. )a# %#ta2(i#/%d to $anu"a'tur%
(o'o$oti0%# and ot/%r %ngin%%ring &rodu't#.
<=CB St%a$ road ro((%r introdu'%d in 'o((a2oration )it/ Mar#/a(( Son# 5UE6.
<=7C Co((a2oration )it/ Dai$(%r *%nz AG1 W%#t G%r$an1 "or $anu"a'tur% o"
$%diu$ 'o$$%r'ia( 0%/i'(%#. T/% "ir#t 0%/i'(% ro((%d out )it/in A
$ont/# o" t/% 'ontra't.
<=7= R%#%ar'/ and D%0%(o&$%nt C%ntr% #%t u& at +a$#/%d&ur.
<=A< E9&ort# 2%gin )it/ t/% "ir#t tru'3 2%ing #/i&&%d to C%(on1 no) Sri Lan3a.
<=AA S%tting u& o" t/% Engin%%ring R%#%ar'/ C%ntr% at Pun% to &ro0id% i$&%tu#
to auto$o2i(% R%#%ar'/ and D%0%(o&$%nt.
<=@< Introdu'tion o" DI %ngin%#.
<=@@ Fir#t 'o$$%r'ia( 0%/i'(% $anu"a'tur%d in Pun%.

<=B> Manu"a'tur% o" H%a0 Co$$%r'ia( ?%/i'(% 'o$$%n'%#.
<=B7 Fir#t /drau(i' %9'a0ator &rodu'%d )it/ Hita'/i 'o((a2oration.
BABASAB PATIL Page 1'
TATA MOTORS
<=BA Produ'tion o" "ir#t (ig/t 'o$$%r'ia( 0%/i'(%1 Tata C8@1 indig%nou#(
d%#ign%d1 "o((o)%d 2 Tata A8B.
<=B= Introdu'tion o" t/% Tata$o2i(% F8A : >rd LC? $od%(.
<==< Laun'/ o" t/% <#t indig%nou# &a##%ng%r 'ar Tata Si%rra.
TAC F8 'ran% &rodu'%d.
On% $i((iont/ 0%/i'(% ro((%d out.
<==F Laun'/ o" t/% Tata E#tat%.
<==> +oint 0%ntur% agr%%$%nt #ign%d )it/ Cu$$in# Engin% Co.In'. "or t/%
$anu"a'tur% o" /ig/ /or#%&o)%r and %$i##ion "ri%nd( di%#%( %ngin%#.
<==C Laun'/ o" Tata Su$o : t/% $u(ti uti(it 0%/i'(%.
Laun'/ o" LPT @8= : a "u(( "or)ard 'ontro(1 (ig/t 'o$$%r'ia( 0%/i'(%.
+oint 0%ntur% agr%%$%nt #ign%d )it/ MK# Dai$(%r : *%nz K M%r'%d%# : *%nz
"or $anu"a'tur% o" M%r'%d%# *%nz &a##%ng%r 'ar# in India.
+oint 0%ntur% agr%%$%nt #ign%d )it/ Tata Ho(#%t Ltd.1 UE "or
$anu"a'turing tur2o'/arg%r# to 2% u#%d on Cu$$in# %ngin%#.
<==7 M%r'%d%# *%nz 'ar EFF8 (aun'/%d.
<==A Tata Su$o d%(u9% (aun'/%d.
<==@ Tata Si%rra Tur2o (aun'/%d. <881888t/ Tata Su$o ro((%d out.
<==B Tata Sa"ari : IndiaD# "ir#t #&ort# uti(it 0%/i'(% (aun'/%d.
F $i((iont/ 0%/i'(%# ro((%d out.
Indi'a1 IndiaD# "ir#t "u(( indig%nou# &a##%ng%r 'ar (aun'/%d.
<=== <<71888 2oo3ing# "or Indi'a r%gi#t%r%d again#t "u(( &a$%nt )it/in a )%%3.
Co$$%r'ia( &rodu'tion o" Indi'a 'o$$%n'%# in "u(( #)ing.
F888 Fir#t 'on#ign$%nt o" <A8 Indi'a# #/i&&%d to Ma(ta.
Indi'a )it/ */arat Stag% F 5Euro II6 'o$&(iant di%#%( %ngin% (aun'/%d.
Uti(it 0%/i'(%# )it/ */arat F 5Euro II6 'o$&(iant %ngin% (aun'/%d.
Indi'a F888 5Euro II6 )it/ $u(ti &oint "u%( in,%'tion &%tro( %ngin% (aun'/%d.
BABASAB PATIL Page 1A
TATA MOTORS

F88< Indi'a ?F (aun'/%d : Fnd g%n%ration Indi'a.
<881888t/ Indi'a )/%%(%d out.
Laun'/ o" CNG Indi'a.
Laun'/ o" t/% Tata Sa"ari EM
Indi'a ?F 2%'o$%# IndiaD# nu$2%r on% 'ar in it# #%g$%nt.
E9it# ,oint 0%ntur% )it/ Dai$(%r C/r#(%r.
F88F Un0%i(ing o" t/% Tata S%dan at Auto E9&o F88F.
P%tro( 0%r#ion o" Indi'a ?F (aun'/%d.
Laun'/ o" t/% EM #%ri%# in Co$$%r'ia( 0%/i'(%#.
Laun'/ o" t/% Tata F8@ DI.
F1881888t/ Indi'a ro((%d out.
71881888t/ &a##%ng%r 0%/i'(% ro((%d out.
Laun'/ o" t/% Tata Su$oDND S%ri%#
Laun'/ o" t/% Tata Indigo.
Tata Engin%%ring #ign%d a &rodu't agr%%$%nt )it/ MG Ro0%r o" t/% UE.
F88> Laun'/ o" t/% Tata Sa"ari Li$it%d Edition.
T/% Tata Indigo Station Wagon un0%i(%d at t/% G%n%0a Motor S/o).
On F=t/ +u(1 +. R. D. TataD# 2irt/ anni0%r#ar1 Tata Engin%%ring 2%'o$%#
Tata Motor# Li$it%d.
BABASAB PATIL Page 1B
TATA MOTORS
> $i((iont/ 0%/i'(%# &rodu'%d.
Fir#t Cit Ro0%r ro((%d out
<>7 PS Tata Sa"ari EMi P%tro( (aun'/%d
Tata SFC C8@ EM Tur2o (aun'/%d
F88C Tata Motor# un0%i(# n%) &rodu't rang% at Auto E9&o D8C.
N%) Tata Indi'a ?F (aun'/%d
Tata Motor# and Da%)oo Co$$%r'ia( ?%/i'(% Co. Ltd. #ign in0%#t$%nt
agr%%$%nt
Indigo Ad0%nt un0%i(%d at G%n%0a Motor S/o)
Tata Motor# 'o$&(%t%# a'4ui#ition o" Da%)oo Co$$%r'ia( ?%/i'(%
Co$&an
Tata Da%)oo Co$$%r'ia( ?%/i'(% Co. Ltd. 5TDC?6 (aun'/%# t/% /%a0
dut tru'3 DNO?USD 1 in Eor%a
Su$o ?i'ta (aun'/%d
Indigo Marina (aun'/%d
Tata Motor# (i#t# on t/% NYSE
F887 Tata Motor# ro((# out t/% 7881888t/ Pa##%ng%r Car "ro$ it# Car P(ant
Fa'i(it in Pun%
T/% Tata Mo0%r un0%i(%d at t/% @7t/ G%n%0a Motor S/o)
*rand%d 2u#%# and 'oa'/%# : Star2u# and G(o2u# : (aun'/%d
Tata Motor# a'4uir%# F<J #ta3% in Hi#&ano Carro'%ra SA1 S&ani#/ 2u#
$anu"a'turing Co$&an
Tata A'%1 IndiaD# "ir#t $ini tru'3 (aun'/%d
Tata Motor# )in# +RD O? a)ard "or 2u#in%## %9'%((%n'%.
T/% &o)%r &a'3%d Sa"ari Di'or i# (aun'/%d
Introdu'tion o" Indigo SM #%ri%# : (u9ur 0ariant o" Tata Indigo
TATA MOTORS
Tata Motor# (aun'/%# Indi'a ?F Tur2o Di%#%(.
On% $i((iont/ &a##%ng%r 'ar &rodu'%d and #o(d
Inauguration o" n%) "a'tor at +a$#/%d&ur "or No0u#
Tata TL CMC1 IndiaD# "ir#t S&ort# Uti(it Tru'3 5SUT6 i# (aun'/%d
Laun'/ o" Tata No0u#
Laun'/ o" No0u# rang% o" $%diu$ tru'3# in Eor%a1 2 Tata Da%)oo
Co$$%r'ia(
?%/i'(% Co. 5TDC?6
F88A Tata Motor# 0%/i'(% #a(%# in India 'ro## "our $i((ion $ar3
Tata Motor# un0%i(# n%) (ong )/%%( 2a#% &r%$iu$ Indigo ! M:o0%r
'on'%&t at Auto E9&o F88A
Indi'a ?F M%ta (aun'/%d
Pa##%ng%r ?%/i'(% #a(%# in India 'ro## on%:$i((ion $ar3
Tata Motor# and Mar'o &o(o1 *razi(1 announ'% ,oint 0%ntur% to
$anu"a'tur% "u(( 2ui(t 2u#%# ! 'oa'/%# "or India ! $ar3%t# a2road
Tata Motor# "ir#t &(ant "or #$a(( 'ar to 'o$% u& in W%#t *%nga(
Tata Motor# %9t%nd# CNG o&tion# on it# /at'/2a'3 and %#tat% rang%
TDC? d%0%(o&# Sout/ Eor%aD# "ir#t LNG:Po)%r%d Tra'tor: Trai(%r
Tata Motor# and Fiat Grou& announ'% t/r%% additiona( 'oo&%ration
agr%%$%nt#
Tata Motor# introdu'%# a n%) Indigo rang%
F88@ Tata Motor# (aun'/%# t/% (ong )/%%( 2a#% Indigo ML1 IndiaD# "ir#t #tr%t'/
(i$ou#in%
A>ards
TATA MOTORS
Tata Motor# /a# 2%%n '/o#%n a# IndiaD# Mo#t Tru#t%d *rand in 'ar# in a
R%ad%r# Dig%#t:AC Ni%(#%n 'on#u$%r #ur0% in F88A.
Tata Motor#D $ini:tru'31 A'%1 )/i'/ /a# 'r%at%d an a((:n%) 'at%gor in t/%
'o$$%r'ia( 0%/i'(%# $ar3%t1 r%'%i0%d t/% **C:To& G%arD D%#ign o" t/% Y%ar
F88A. T/% 'o$&anD# Star 2u# (o):"(oor 'it 2u# and t/% No0u# /%a0 tru'3 )%r%
ad,udg%d #%'ond and t/ird r%#&%'ti0%(.
For t/% #%'ond 'on#%'uti0% %ar1 Auto Monitor a# t/% PCo$$%r'ia( ?%/i'(%
Manu"a'tur%r o" t/% Y%arL rat%d Tata Motor# "or F88A.
T/% Co$$%r'ia( ?%/i'(% *u#in%## Unit )on t/% CII:E9i$ *an3 A)ard "or F887
"or *u#in%## E9'%((%n'%1 "or 2%ing a ro(% $od%( o" %9'%((%n'% in $anag%$%nt. T/%
a)ard &arti'u(ar( r%'ogniz%# %9'%((%n'% in t/% $anag%$%nt o" 4ua(it a# a
"unda$%nta( &ro'%##. T/% t)o di0i#ion# o" t/% 'o$&an a(#o )on t/% Tata
Grou&D# +RD O? A)ard# "or *u#in%## E9'%((%n'% in F887. T/% +a$#/%d&ur &(ant
and t/% 'ar &(ant at Pun% r%'%i0%d t/% Union Mini#tr o" Po)%rD# Nationa( En%rg
Con#%r0ation A)ard1 )/i'/ r%'ogniz% #igni"i'ant initiati0%# to r%du'% %n%rg
int%n#it and i$&ro0% %n%rg %""i'i%n'.
T/% +a$#/%d&ur &(ant )on t/% a)ard "or t/% "ourt/ %ar in a ro). T/%
Co$$%r'ia( ?%/i'(% *u#in%## Unit and t/% Pa##%ng%r Car *u#in%## Unit a(#o
r%'%i0%d t/% CIID# Nationa( A)ard "or %9'%((%n'% in %n%rg $anag%$%nt. T/%
Foundr Di0i#ion at t/% Pun% &(ant r%'%i0%d t/% Gargi Hutt%n%# A(2%rtu# Gr%%n
Foundr o" t/% Y%ar A)ard.
1anu%acturin!
TATA MOTORS
Tata Motor# o)%# it# (%ading &o#ition in t/% Indian auto$o2i(% indu#tr to it#
#trong "o'u# on indig%nization. T/i# "o'u# /a# dri0%n t/% Co$&an to #%t u& )or(d:'(a##
$anu"a'turing unit# )it/ #tat%:o":t/%:art t%'/no(og. E0%r #tag% o" &rodu't %0o(ution:
d%#ign1 d%0%(o&$%nt1 $anu"a'turing1 a##%$2( and 4ua(it 'ontro(1 i# 'arri%d out
$%ti'u(ou#(. Our $anu"a'turing &(ant# ar% #ituat%d at +a$#/%d&ur in t/% Ea#t1 Pun% in
t/% W%#t and Lu'3no) in t/% Nort/.
Kamshedpur8
T/i# )a# t/% "ir#t unit o" t/% Co$&an %#ta2(i#/%d in <=C7 and i# #&r%ad o0%r an
ar%a o" BFF a'r%#. It 'on#i#t# o" > di0i#ion# : Tru'31 Engin% 5in'(uding t/% G%ar *o9
di0i#ion6 and A9(%. T/% di0%#t$%nt# in Mar'/ F888.
$une8
T/% Pun% unit i# #&r%ad o0%r F g%ogra&/i'a( r%gion#: Pi$&ri 5B88 a'r%#6 and
C/in'/ )ad 5<FA a'r%#6. It )a# %#ta2(i#/%d in <=AA and /a# a Produ'tion Engin%%ring
Di0i#ion1 )/i'/ /a# on% o" t/% 2%#t $otor#.
7uc:no>8
E#ta2(i#/%d in <==< and 'o0%ring an ar%a o" A88 a'r%#1 t/% Lu'3no) P(ant )a#
%#ta2(i#/%d to a##%$2(% M%diu$ Co$$%r'ia( ?%/i'(%# 5MC?#6 to $%%t t/% d%$and in
t/% Nort/%rn Indian $ar3%t. In <==71 t/% unit #tart%d $anu"a'turing 2u#.
$roducts
Pa##%ng%r Car#1 Indi'a1 Indigo
Uti(it ?%/i'(%#: Sa"ari1 Su$o
Tru'3#: NO?US and ot/%r#
*u#: Star2u#1 G(o2u# and ot/%r#
D%"%n'% ?%/i'(%#
*esearch Tata Cars in India
TATA MOTORS
T/% India Car#. T/% und%r#tand $ar3%t and Indian road# 2%tt%r /%r%. Ha0% 2%%n
#u''%##"u( in 'r%ating rig/t 2rand %4uit and #/ar%. O""%ring 0%r &ra'ti'a( and %'ono$i'
'ar# ar% t/%ir &ri$% $oti0% and t/% ar% doing )%(( )it/ it. Ho)%0%r Tata 'ar# 'annot 2%
'on#id%r%d a# &%r"%'t 2 an $%an#. T/% /a0% %9&%rti#% in di%#%( t%'/no(og and (a'3 in
&%tro(. Hig/( #u''%##"u( Indi'aD# (at%#t &%tro( 0%r#ion M%ta i# TataD# 2igg%#t /o&%.
Products
$assen!er cars and utility vehicles
Tata Si%rra
Tata nano
Tata Su$o
Tata Sa"ari
Tata Indi'a
Tata Indigo
Tata Indigo Marina

END A PROFILE AND INTRODUCTION
OF TATA MOTORS
BIJJARAGI MOTORS
Company pro%ile o% Biar!i 1otors
TATA MOTORS
*i,,argi Motor# /a# $ad% d%%& inroad# in t/% 'ar# $ar3%t at nort/ r%gion o"
Earnata3a )it/ to& 2r%%d# 'ar# "ro$ t/% /ou#% o" Tata Motor#. A# a &ro"%##iona((
$anag%d 'ar d%a(%r. *i,,argi Motor# i# 'o$$itt%d to %9'%((%n'% in #%r0ing a(( our
%#t%%$%d 'u#to$%r#.
*i,,argi Motor# /a# %arn%d a n%) na$% ! "a$% #in'% it /a# 2%'o$% an aut/oriz%d
d%a(%r #/i& "or Tata Motor# in 'ar &a##%ng%r )or(d. It# /a# 2%%n on t/% gro)t/ trai( )it/
no (oo3ing 2a'3. A# an aut/oriz%d d%a(%r o" Tata Motor# 'ar#1 )% 2ring to ou "ir#t rat%
'ar# ! (%a0% no #ton% unturn%d to &ro0id% gr%at #%r0i'%. A $od%rn #/o) roo$ o" *i,,argi
Motor# )%('o$%# ou. W%(( $aintain%d "(%%t# o" t%#t dri0% 'ar# ar% t/%r% to gi0% ou "%%(
%9&%ri%n'% ! dri0% dna$i'# on a'tua( dri0ing 'ondition. T/% #/o)roo$ %0%n #u&&ort#
ou )it/ t/% #%r0i'% '%ntr%1 to a##ur% ou o" 4ua(it #%r0i'%. T/% Sa(%# T%a$ at 2i,,argi
Motor# i# $ad% u& o" d%di'at%d #/o) roo$ ! "i%(d &ro"%##iona( )it/ a##o'iat%d )it/
0ariou# #%'tion# to guid% our 0a(ua2(% 'u#to$%r# t/roug/ t/% %ntir% #a(%# &ro'%## rig/t
"ro$ a##i#ting in t/% '/oi'% o" $od%(1 'o(our ! "%atur%# to %9t%nd a /%(&ing /and "or our
'u#to$%r#.
W% 2i,,argi $otor# ar% &roud to #a t/at )% /a0% 2%%n $ad% an %(it% d%a(%r 2 Tata
Motor# "or r%'ognition "or out#tanding a'/i%0%$%nt# ! d%di'at%d d%a(%r#/i&
%n/an'%$%nt.
*i,,argi Motor# o" *i,a&ur /a# 2%%n t/% )inn%r "or 2%#t #%((%r a)ard "ro$ Tata
Motor#! in our #%r0i'%# too.
Sho> *oom o% Biar!i 1otors
Ma3% our dr%a$# ! a#&iration# 'o$% tru%. T/i# %(%gant %9'(u#i0% $od%rn #/o) roo$
o" *i,,argi Motor# an aut/oriz%d d%a(%r#/i& o" Tata Motor# i# d%#ign%d to $%%t t/% ri#ing
%9&%'tation o" t/% 'u#to$%r#. H%r% a "(%%t o" )%(( $aintain%d Tata Car# a)ait# our
&%ru#a(. W% ar% 'onn%'ti0%( (o'at%d at NH:<> *YE: PASS1 INDI ROAD CROSS1 at
TATA MOTORS
*I+APURL. W% ar% &ro0iding 2%tt%r a''%## to 2ot/ t/% &roud o)n%r a# )%(( a#
&ro#&%'ti0% 2u%r#. W% /a0% $ar3%t ! #%r0i'% o" Tata Motor# 0%/i'(%# (i3% Tata Indi'a1
Indi'a1 ?i#ta1 Indigo1 Su$o1 Sa"ari1 and Su$ogrand% t/roug/ our #a(%# ! #%r0i'%# out
(%t#.

T/% #/o)roo$ t/roug/ it# (arg% )or3#/o& )ou(d o""%r #a(%# #%r0i'%1 S&ar% &art# !
a''%##ori%# #u&&ort to it# 'u#to$%r#. Our #%r0i'% '%ntr% i# out "itt%d )it/ t/% (at%#t
$od%rn %4ui&$%nt# ! u&dat%# )it/ Tata '/a((%nging )or(d #tandard#. Our t%'/ni'a( t%a$
i# 4ua(i"i%d ! train%d to ana(z% ! &ro0id% a''urat% #o(ution a# #%r0i'% &oint o" 0i%).
Obectives o% Biar!i 1otors8
To gi0% 4ua(it #%r0i'% to 'u#to$%r#.
To 3no) t/% %9&%'tation# o" t/% 'u#to$%r# ! to "u("i( t/%
%9&%'tation#.
TATA MOTORS
To Maint%nan'% o" good r%(ation# )it/ 'u#to$%r#.
To Oua(it #%r0i'% ! r%a#ona2(% '/arg%.
To $aintain t/% /%a(t/ %n0iron$%nt in t/% organization.
To gi0% "u(( #u&&ort to t/% %$&(o%%# ! t/% 'u#to$%r#.
To &ro0id% training ! d%0%(o&$%nt to t/% %$&(o%%# to #ati#" t/%
Cu#to$%r# to t/% $a9i$u$ %9t%nt.
To +o2 #ati#"a'tion "or %$&(o%%#.
To Main o2,%'ti0% i# to #ati#" t/% 'u#to$%r# to t/% $a9i$u$ %9t%nt
O*;ANILATION $*O,I7E
Company Name 8 BIKKA*A;I 1OTO*S
Established on 8 In the year 1BB1
Address 8 BIKKA*A;I 1OTO*S
Indi crossG Biapur 6A91@+
$lant Area 8 256 Acre
Capital 8 156 Crore
O>nerJ$artner 8 $artner
1ana!in! 3irector 8 *au5Biar!i
Total No o% Employees 8 19@
BIJJARAGI MOTORS LOGO IS

BIKKA*;I A/TO1OBI7ES CTata 1otors Authori#ed Service StationD
*i,,argi Auto$o2i(%# an aut/oriz%d #%r0i'% #tation #tart%d in F%2 F88C1 /a0ing )it/ 5<F6
$%$2%r# a# #ta"". At &r%#%nt t/% 'o$&an /a# a($o#t tri&(%d t/% #tr%ngt/ i.%. 5>=6 in
nu$2%r#. In t/% "ir#t "inan'ia( %ar )% &(a'%d <
#t
ran3 in #&ar% &art #%'tion ! F
nd
ran3 in
#%r0i'% #%'tion "or t/% "inan'ia( %ar F88C :F887. Du% to our %9'%((%nt #%r0i'% $an
TATA MOTORS
'u#to$%r# "ro$ Lig/t 'o$$%r'ia( 0%/i'(%# (i3% 5ACE1 F8@1C8@1@8=1=8=1<<8=6 ! H%a0
'o$$%r'ia( ?%/i'(%# (i3% 5<7<81<A<>1F7<71F7<B1>7<A1C8<B1C=F>6 a(( t/% 'u#to$%r# ar%
#ati#"i%d.
Du% to t/i# r%a#on *i,,argi Auto$o2i(%# #%r0i'% n%t)or3 got &o&u(ariz%d "ro$ nort/ India
to #out/ India ! got a 2rand na$% t/roug/ out India. *i,,argi Auto$o2i(%# /a# 2%%n &(a'%
d in to& ran3ing 'ontinuou#( #in'% F88C to 'urr%nt "inan'ia( %ar1 our #ta""# ar%
'o$&(%t%( #3i((%d in /and(ing (ig/t ! /%a0 'o$$%r'ia( 0%/i'(% in t%r$# o" r%&air1
#%r0i'%1 A''id%nta( 5 *od #/o&61 AMC. Our *rand 'u#to$%r# 5F(%%t o)n%r#6 ar% Pira$a(
! 'o$&an1 E##%( Tran#&ort Co$&an1 Mani#/a Pari0a/an P0t Ltd1 Eataria Mo0%r# &0t1
Ltd.1 */arad)a, Road Lin%#1 Id%a( Mo0%r#.1 and G(o2a( Fri%g/t Carri%r#. Our "ina( ai$
%nd# )it/ 'u#to$%r #ati#"a'tion ! to 'ontinu% t/% #%r0i'% r%(ation )it/ (at%#t t%'/no(og
a(ong )it/ /u$an r%(ation.
<O*=IN; "O/*S
Morning =.>8a.$. to F.88 &$ Noon
Noon F.88&.$. to F.>8 &.$. *r%a3 "or (un'/
Noon F.>8&.$ to 7.>8&.$. E0%ning.
ACTI0ITIES8
Sa(% o" Lig/t ?%/i'(%# o" TATA Motor#
R%&air#K#%r0i'%# o" a(( rang%# o" TATA 0%/i'(%#
Sa(%# o" #&ar% &art# o" TATA 0%/i'(%# 5Lig/t !H%a0 0%/i'(%#6
0A*IO/S ,ACI7ITIES A0AI7AB7E AT BIKKA*;I A/TO1OBI7ES 7T35
TATA MOTORS
Good in"ra#tru'tur%1 )%(( 4ua(i"i%d ! train%d $an &o)%r1 #tat% o" art diagno#ti'
%4ui&$%nt# ! inno0ati0% id%a# ar% t/% 3% %(%$%nt# in $a3ing *i,,argi Auto$o2i(%#
#u''%##"u( o&%ration 5ASO6.
,ACI7ITIES A0AI7AB7E
Sl5No5 ,acilities & System Availability
<. Good in"ra#tru'tur%
F. Train%d $an &o)%r
>. Co$&ut%riz%d %ngin%
"a'i(it
C. Co$&ut%riz%d )/%%(
a(ign%r
7. Co$&ut%riz%d )/%%(
2a(an'%r
A. Pn%u$ati' (in%# ! too(#
@. Stand 2 0%/i'(%# "or
'u#to$%r#
B. S%r0i'% &ro$otion a'ti0it
=. F%%d2a'3 'ard ana(#i#
<8. Cu#to$%r 'o$&(aint
/and(ing
<<. Cu#to$%r 'ar% $anag%$%nt
<F. Oui'3 r%&air "a'i(it
1ISSION AN3 0ISION
TATA MOTORS
T/% $i##ion and 0i#ion o" t/% organization )a# u(ti$at%( t/% 'u#to$%r
to #ati#" t/% 'u#to$%r and /a0% a &ot%ntia( 'u#to$%r 2a#%# t/i# i# )/at t/% /a0% %arn%d in
t/%#% %ar. A &ot%ntia( and &ro#&%'ti0% 'u#to$%r 2a#%# t/at ar% #ati#"i%d )it/ 3ind# o"
&rodu't# t/% ar% D%a(ing )it/ and t/% 3ind o" #%r0i'% t/% ar% gi0ing to t/% 'u#to$%r.
The company has t>o divisions I
Lig/t Motor ?%/i'(% #%'tion
H%a0 Motor ?%/i'(% S%'tion
Lig/t $otor ?%/i'(% #%'tion i# a(#o 'a((%d Auto 'ar% C%ntr%- and H%a0
?%/i'(% S%'tion- i# 'a((%d $otor #%'tion.
T/i# 'o$&an #tart%d )it/ Auto 'ar% '%ntr% in <==<.
E.S.T. No. 7F7<@B<:8
C.S.T. No. 7F7A@B<:>
In t/% %ar <==B 'o$&an #tart%d /%a0 0%/i'(% #%'tion )it/
E.S.T No. 7@<>C7=:7
C.S.T.No. 7@<BC7=:B
In t/% %ar F88B r%'%nt( F%21 *i,,argi Motor# #tart%d to #%(( t/% &rodu't# o" TATA
Motor# Lig/t ?%/i'(%# in *i,a&ur.
*oles and *esponsibilities8
Managing Director I

*AK/ BIKKA*A;I
BABASAB PATIL Page )@
TATA MOTORS
A# Managing dir%'tor /% )i(( 2% t/% r%#&on#i2(% "or t/% o0%r a((
"un'tioning and ad$ini#tration o" t/% 'o$&an.
T/% Managing dir%'tor a(#o d%'id%# t/% $a,or '/ang%# and ado&tion o"
n%) t%'/no(og H% )i(( &ro0id% a(( t&%# o" #u&&ort to t/% $anag%$%nt
r%&r%#%ntati0% in i$&(%$%nting and $aintaining 4ua(it ##t%$ in t/%
'o$&an.
H% )i(( '/air t/% #t%%ring 'o$$itt%% Q$anag%$%nt r%0i%)R $%%ting and
a##%## t/% %""%'ti0%n%## o" t/% 4ua(it ##t%$.
H% )i(( 2% t/% aut/orit "or a&&ro0ing t/% 4ua(it $anua(1 4ua(it &o(i'
and 4ua(it o2,%'tion o" t/% 'o$&an.
Assistant ;eneral 1ana!er8
1r5 =umar ; =almath
H% i# t/% /%ad o" $ar3%ting and #a(%# d%&art$%nt
H% )i(( guid% t/% #ta"" to $aintain a(( 'on'%rn%d r%'ord#
H% )i(( 2% t/% r%#&on#i2(% "or #a(%# &ro$otion &(anning.
H% )i(( 2% t/% r%#&on#i2(% "or r%a(izing #a(%# targ%ting #%t 2 t/%
'o$&an.
H% )i(( 2% /a0ing t/% aut/orit to t/% 'ontro( a(( #ta"" o" #a(%# )ing.
H% )i(( 2% t/% r%#&on#i2(% "or t/% $aintain# o" 4ua(it ##t%$ in t/% #a(%#
d%&ort$%nt
H% )i(( 2% '/i%" aut/orit "or #a(%# r%(at%d i##u%#.
C*1 CCustomer relationship mana!er D

1r5 *amesh

BABASAB PATIL Page )1
TATA MOTORS
R%#&on#i2(% "or ta3ing t/% 'u#to$%r# 'ar% )/%n 'a$% "or 0%/i'(%
#%r0i'ing
H% )i(( 2% t/% #ing(% &oint r%#&on#i2i(it to r%#o(0% a(( 'u#to$%r
'o$&(aint# and i##u%# )it/in d%a(%r#/i&.
H% )i(( 2% r%#&on#i2(% to &ro0id% '(%an and attra'ti0% a$2i%n'% to
'u#to$%r#.
R%#&on#i2(% to $ini$iz% 'u#to$%r 'o$&(aint#
R%#&on#i2(% "or ta3% 'ar% o" "ront o""i'% o" )or3#/o&.
H% Id%nti" and 2ridg% in 'u#to$%r#L &%r'%&tion.
H% )i(( 2% r%#&on#i2(% to $onitor 'u#to$%r #ati#"a'tion.
<or: 1ana!er8

1r51unira
Wor3#/o& auditing
H% )i(( r%#&on#i2(% to I$&ro0% 4ua(it r%&air#
Maintain r%&%at 'o$&(aint ana(#%# r%&ort#
H% )i(( 2% t/% r%#&on#i2(% to r%du'% 'u#to$%r#L 'o$&(aint# and i$&ro0%
&rodu'ti0% Hour#.
H% i# t/% /%ad o" )or3#/o& /a0ing aut/orit to 'ontro( t/% )or3#/o&.
H% )i(( 2% t/% r%#&on#i2(% "or t/% $aintain# o" 4ua(it ##t%$ in /i#
d%&ort$%nt.
H% a't# a# t/% gri%0an'% /and(%r in t/% )or3#/o& o" organization.
Spares 1ana!er8
TATA MOTORS
1r8 Anand
H% /i# t/% /%ad o" #&ar%# d%&ort$%nt
H% )i(( 2% /a0ing t/% aut/orit to 'ontro( /i# 'o((%agu%
H% )i(( (iai#on )it/ $anaging dir%'tor and )or3# $anag%r "or &(a'ing
ind%nt# o" #&ar%# o" Tata Motor#
H% )i(( 2% r%#&on#i2(% i" an $i#/and(ing o" #&ar%# ta3%# &(a'%.
H% )i(( guid% /i# 'o((%agu% to $aintain a(( r%4uir%d r%'ord#.
H% i# t/% aut/oriz%d to &r%&ar%# 2i(( and #&ar% di#'r%&an' r%&ort
Company has %ollo>in! %acilities8
<. Good ! &ur% )at%r "a'i(it
F. Larg% #&a'% "or &ar3ing "or 2ot/ (ig/t ! /%a0 0%/i'(%#
>. Good in"ra#tru'tur%
C. R%#t roo$ "or 'u#to$%r# a# )%(( a# %$&(o%%#
7. S%&arat% 'a#/ 'ount%r #%'tion.
A. S&ar% &art di0i#ion "or %a'/ #%'tion
@. Uni"or$# "or a(( t/% %$&(o%%#
B. Ent%rtain$%nt "a'i(iti%# "or t/% 'u#to$%r#
=. R%"r%#/$%nt# 5T%a6 "or t/% 'u#to$%r#.
<8. Cu#to$%r (oung% ! toi(%t "a'i(iti%# "or t/% 'u#to$%r# ! %$&(o%%#
Auto Care Centre
BABASAB PATIL Page ))
TATA MOTORS
Auto 'ar% '%ntr% $%an# Lig/t $otor 0%/i'(% 5Car#6 i# 2%ing #%((ing
#%r0i'%d ! r%&air%d 5$inor ! $a,or6. T/i# #%'tion )a# #tart%d in <==< and 2rand
n%) #/o)roo$ )a# %#ta2(i#/%d in F88B.
E.S.TNo.7F7<@B<:8
C.S.T.No. 7F7A@B<:>
The products are
SAFARI
SUMO
SIERRA
ESTATE
SPACIO
INDICA
INDIGO
T/i# #%'tion /a# $or% t/an 7> %$&(o%%#. At a #tr%t'/ n%ar( B:<8 0%/i'(%# ar% 2%ing
#%r0i'%dKr%&air%d %0%r da.
1AN$O<E*8
WOREERS IN CAR SECTION
Wor3%r# :78
Manag%ria( Sta"" : B
Manag%r:F
A''ountant:C
Su&%r0i#or#:>
CRO:<
"EA02 0E"IC7E SECTION
BABASAB PATIL Page )+
TATA MOTORS
*i,,argi Motor# #tart%d /%a0 0%/i'(%# #%'tion in t/% %ar <==B.
Fo((o)ing 0%/i'(%# ar% #%r0i'%# in t/i# #%'tion
TATA C8@
TATA A8B
TATA *US
TATA A W/%%(%r Tra'3
TATA <8 W/%%(%r Tra'3
T/i# #%'tion /a# $or% t/an >F %$&(o%%#. At a #tr%t'/ n%ar( 7:<8 0%/i'(%# ar%
2%ing #%r0i'%d K r%&air%d %0%r da.
<O*=E*S IN A/TO1OBI7E SECTION
Wor3%r# :>8
Manag%ria( Sta"" : C
Manag%r:F
A''ountant:F
Su&%r0i#or#:>
CRO:<
3ivisions8
T/i# $otor #%'tion i# di0id%d C "urt/%r di0i#ion#. T/% ar% (i#t%d 2%(o)
<6 G%n%ra( )or3
F6 *od )or3
>6 E(%'tri'a( )or3
C6 Engin% )or3
Front o""i'% )or3%r# tota(( >8 %$&(o%%# ar% %ngag%d.
Bene%its to Employees8
TATA MOTORS
<6 /ni%orm8 Co$&an &ro0id%# uni"or$ to a(( t/% %$&(o%%# a"t%r t/% ar% 2%%n
#%(%'t%d.
F6 Salary8 T/% Co$&an &a# #a(ar to t/% %$&(o%%# a''ording t/%ir
4ua(i"i'ation#1 %9&%ri%n'%1 and t/%ir a2i(it.
>6 Bonus8 At t/% %nd o" %0%r %ar 2onu# i# &aid to %0%r %$&(o%%.
C6 Incentives8 A''ording to t/% %$&(o%%L# &%r"or$an'% in'%nti0%# ar% 2%%n &aid.
76 Compensation 8 i" an a''id%nt /a&&%n# and i" #%riou# da$ag%# ar% 'au#%d
a''id%nta(( Sto t/% %$&(o%% at t/% )or3 &(a'% 'o$&%n#ation i# 2%%n &aid.
A6 ,irst aid :it 8 Co$&an /a# arrang%d "ir#t aid 3it in %0%r di0i#ion o" t/% $otor
#%'tion "or t/% #a"%t o" t/% %$&(o%%#.
@6 <ater %acility8 Co$&an &ro0id%# &ur% ! /%a(t/ drin3ing "or t/% %$&(o%%#.
B6 *e%reshment %acility8 Co$&an &ro0id%# F ti$%# t%a i.%. $orning ! %0%ning to
a(( t/% %$&(o%%#. A T%(%0i#ion #%t i# 2%%n 3%&t in t/% di0i#ion )/%r% t/%
%$&(o%%# 'an %nt%rtain t/%$#%(0%# during t/% (un'/ /our#.
=6 Trainin! ,acilities 8 Co$&an &ro0id%# training "a'i(iti%# to t/%ir %$&(o%%#.
<86 Experience 8 it i# a 2%#t o&&ortunit to %$&(o%%# "or a i$&ro0ing t/% )or3
#t(% and gro)ing r%(ation )it/ 'u#to$%r in t/% #&%'i"i' "i%(d on t/% ,o2 &ur&o#%.
*ules & *e!ulations %or the employees8
TATA MOTORS
15 T/% %$&(o%% #/ou(d 2% in t/% 'o$&an &r%$i#%# 2%"or% = a$ and #/ou(d )or3
u& to 7 &$.
25 E$&(o%% #/ou(d )%ar t/% uni"or$# %0%rda a# it i# $andator.
)5 E0%r %$&(o%% #/ou(d "o((o) t/% #a"%t ru(%#.
+5 Co$&an /a# &ro0id%d /o(ida at %0%r Sunda and ot/%r (o'a( "%#ti0a(#.
65 I" an %$&(o%% da$ag%# an o" t/% too(# ! %4ui&$%nt# o" t/% 'o$&an or
'u#to$%r# t/%n t/% da$ag%# )i(( 2% d%du't%d "ro$ /i# #a(ar.
95 E0%r <7 da# a(( ad$ini#trati0% #ta"" #/ou(d att%nd t/% G%n%ra( M%%ting.
'5 A(( t/% d%tai(# o" an TATA 0%/i'(%# #%r0i'%d or #o(d #/ou(d 2% u&dat%d to t/%
H%ad:o""i'% at Mu$2ai.
A5 A(( t/% %$&(o%%# #/ou(d und%rgo training and d%0%(o&$%nt &rogra$.
Bene%its to Customer8
Oua(it ! %rror "r%% #%r0i'%.
G%nuin% #&ar% &art#.
Hig/( #o&/i#ti'at%d )or3%r# "or 4ua(it )or3.
R%a#ona2(% rat%#.
R%#t roo$ "or 'u#to$%r#.
Good ! &ur% drin3ing )at%r.
T)o ti$%# t%a "or t/% 'u#to$%r# )/o to #ta "or da# tog%t/%r to g%t t/%ir
0%/i'(%# #%r0i'%dK r%&air%d.
Mo2i(% #%r0i'% i# 2%%n &ro0id%d "or an #%riou# 2r%a3do)n# at an &(a'%.
ATM 5A(( Ti$% Mo2i(% S%r0i'%6.
0alue added bene%its8
BABASAB PATIL Page )'
TATA MOTORS
A 'a$& "or "r%% #%r0i'% t)i'% a %ar.
Di#'ount on #&ar%# ! (u2ri'ant# during t/% 'a$&.
Fr%% (a2our '/arg%.
Gi"t# to t/% 0%/i'(% dri0%r#.
H%a(t/ '/%'3 u& 5AIDS a)ar%n%## ! '/%'3 u&6 "or 0%/i'(% dri0%r#.
M%## "or dri0%r#K 'u#to$%r# i# 2%%n 'on#tru't%d.
*at/roo$ ! toi(%t "a'i(iti%# "or 'u#to$%r#.
SMP 5S%r0i'% Mar3%ting P%r#on6 #ta# a()a# in tou'/ )it/ 'u#to$%r# %it/%r
&%r#ona(( or t/roug/ t%(%&/oni' 'on0%r#ation#.
'$(s
$roduct8 A(( t&% o" TATA &rodu't# #%r0i'% &ro0id%d in *i,,argi Motor# 5Lig/t
! H%a0 ?%/i'(%#6.
T/% #%r0i'%# ar%I G%n%ra( Wor3
*od Wor3
E(%'tri'a( Wor3
Engin% Wor3
$rice8 *i,,argi Motor# C/arg%# $%diu$ &ri'% )/i'/ #/ou(d 2% a""orda2(% to a((
(%0%( o" 'u#to$%r# and 'u#to$%r #a0% t/%ir $on% in#t%ad o" going to ot/%r
di#tri't# (i3% Hu2(i1 Gu(2arga ! Ho#&%t.
$lace8 S%r0i'% P(a'% i# 'on0%ni%nt )/i'/ i# on Hig/)a NH :<> and t/i# &(a'%
i# n%ar%r to ot/%r Di#tri't#.
BABASAB PATIL Page )A
TATA MOTORS

$romotions8 To in'r%a#% t/% #%r0i'% *i,,argi Motor# &ro0iding Fr%% Wa#/ing M%(a1 Fr%%
C/%'3 u& %t'. It a(#o /%(&# to in'r%a#% t/% #a(%# in #&ar%# d%&art$%nt.
$hysical Evidence8
<. It i# 0%r i$&ortant1 #o *i,,argi Motor# a()a# $aintain '(%an ! #a"%
around t/% *i,,argi Motor#.
F. Cu#to$%r t/% 'an 0i%)1 )/%r% t/% $%'/ani'# o" *i,,argi Motor#
)or3ing ar%a.
>. *i,,argi Motor# &ro0iding 0i#itor# roo$K(oung% to t/%ir 'u#to$%r#.
C. *i,,argi Motor# a()a# o""%r )%('o$% T%aKSo"t drin3 to t/%ir 'u#to$%r#.
7. Cu#to$%r# 'an #%% t/% n%) t%'/no(og1 )/%n t/% %nt%r into t/% #%r0i'%
#tation.
$eople8 I" on'% t/% Cu#to$%r #ati#"i%d in #%r0i'% t/% 2%'a$% t/% &%r$an%nt 'u#to$%r#
to t/% *i,,argi Motor#. T/% o"t%n ! o"t%n 0i#it to t/% *i,,argi Motor# and a(#o #ugg%#t to
ot/%r &%o&(% to g%t t/%ir 0%/i'(% #%r0i'% in t/% *i,,argi Motor#.
$rocess8 T/% $aintain a(( r%'ord# )/o 0i#it to t/%ir #%r0i'% #tation and t/% &ro0id%
/ig/%r t%'/no(og1 #3i((%d ! #3i((%d $%'/ani'# and t%'/ni'ian# to 'o$&(%t% t/% )or3 o"
t/% 0%/i'(%#.

BABASAB PATIL Page )B
SO7A$/* "OS$ET
"/B7I ;/7BA*;A
BIKA$/*
TATA MOTORS
ORGANI SATI ON STRUCTURE
OVER ALL CHART OF ORGANI SATI ON STRUCTURE
BABASAB PATIL Page +@
D%a(%r#/i& Prin'i&a( K Managing
dir%'tor
G%n%ra(
Manag%r
G%n%ra( Manag%r or H%ad
5Cu#to$%r #u&&ort6
Cu#to$%r
R%(ation#/i&
Manag%r
Wor3#/o& Manag%r *od #/o& Manag%r S&ar% &art#
Manag%r
Finan'%
Cu#to$%r
R%(ation O""i'%r
S%r0i'% Ad0i#or
TEAM A-
S%r0i'% Ad0i#or
TEAM *-
S%r0i'% Ad0i#or
TEAM C-
S%r0i'% Ad0i#or
Oui'3 R%&air
T%a$
S%r0i'%
Mar3%ting
O""i'%r
R%'%&tion:'u$:
T%(%&/on%
o&%rator
< T%a$ &%r <88
0%/i'(%#
T%a$ L%ad%r:<
D%nt *%at%r:>
< &%r >8 0%/i'(%#
Paint%r:>
< &%r >8 0%/i'(%#
T%'/ni'ian#
5L:<6:>
< &%r >8 0%/i'(%#
Wor3#/o&
#a(%#
Count%r #a(%#
t%a$
Fi%(d Sa(%#
$an
A''ountant
A''ount
Manag%r
A''ount#
Oua(it
Auditor
Warrant
Su&%r0i#ion
KPDI T%a$
In Hou#%
Train%r
5TTP6
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TATA MOTORS
Biara!i 1otors $led!e is8

Tata Car care M beyond compare1
D%ar Cu#to$%r it i# o)n #a(%#$an &(%dg% t/at )% #/a(( a()a# %ndo)%r to
1D 3? 3ia!nostics
Li#t%n to 'u#to$%r 'ar%"u(( und%r#tand t/% &ro2(%$ and id%nti" and %9a't
'au#% 2 u#ing diagno#ti'#.
2D -? -uality
En#ur% r%&air 4ua(it on &ar )it/ O.E *ui(d 4ua(it 2 u#ing g%nuin% #&a'%
#tandard r%&air# &ro'%##. S&%'ia( too(# and 4ua(it &arti%#.
Do it rig/t "ir#t and %0%r ti$% 'ar d%(i0%r 'ar n%at and '(%an.

)D C? Cost
Pro0id% &a&%r r%&air %#ti$at% %9&(ain )or3 'arri%d out and it# '/ang%#.
+D T? Time
Pr%&ar% and ti$% %#ti$at%1
*% &ro$&t at a(( ti$%#
5R%&air ord%r to &r%&aration and 2i((ing d%(i0%r and 'o$&(aint
Hand(ing6
Pro0id% "a#t #%r0i'% 2in )it/ ti$% and #tandardK u#ing 4ui'3 r%&air 2a#
d%(i0%r at &ro$i#%d ti$%.
6D C? Customer and Complaint "andlin!
A(( 'u#to$%r# a"t%r #%r0i'% to a#'%rtain #ati#"a'tion.
R%'ord ana(#i# and r%#o(0% a(( 'o$&(aint 2% 'ourt%ou# at a(( ti$%.
W% "or%0%r r%$ain 'o$$itt%d to #%r0i'% and %9'%((%n'%
H. R. 5Hu$an R%#our'%6 D%&art$%nt.

BABASAB PATIL Page +1
TATA MOTORS
*ecruitment
Kob analysis
Advertisement
Selection
Appointment
$er%ormance appraisal
Kob Analysis8
A"t%r t/% $an &o)%r audit 5DO:<6 i# 'arri%d out t/% DOCTC t%a$
(%ad%r #/ou(d di#'u## "o((o)ing )it/ t/% d%a(%r#/i& &rin'i&a(.
Nu$2%r o" &%o&(% to 2% r%'ruit%d.
+o2 ana(#i# o" %a'/ &o#ition.
a6 +o2 d%#'ri&tion gi0%n in t/% #it% nau3ari.'o$ 5(in3 TATA $otor#
D%a(%r#6
*6 +o2 #&%'i"i'ation %du'ation1 #3i((1 %9&%ri%n'%1 #&%'ia( 4ua(iti%#.
T/% #a(ar o""%r%d "ar t/i# &o#ition in t/% $ar3%t.
Advertisement8
D%a(%r#/i& #/ou(d gi0% t/% ad0%rti#%$%nt "or t/% &o#t# to 2% "i((%d t/% ad0%rti#%$%nt 'an
2% &(a'%d in
+o2 #%ar'/ #it% T NAUEARI.Co$
Tata $otor# /a# ti%d u& )it/ nau3ari.'o$ "or &ro0id% '/ann%( to t/% d%a(%r#/i&# to
g%t $an &o)%r a# &%r #tandard d%a(%r# n%%d to r%gi#t%r and &(a'% t/% 0a'an'
noti"i'ation or t/% #it%.
T/% indi0idua( r%#&on#% 'an 2% 0i%)%d on( 2 t/at d%a(%r and not 2 an d%a(%r.
Lo'a( $an&o)%rK auto$o2i(% $agniz%.
D%a(%r#/i& o)n )%2#it%.
Selection8
TATA MOTORS
Fir#t #tag% in t/% #%(%'tion in #/ort (i#ting o" 'andidat%# a&&(i%# t/% "o((o)ing #/ort
(i#ting.
Do%# t/% 'andidat% /a0% r%4uir%d 4ua(i"i'ation# a# #&%'i"i%d 2 tata $otor#U
W/at i# /i# %9&%ri%n'% in t/% #i$i(ar &o#ition %(#% )/%r%U
W/at i# t/% #3i(( (%0%( /% /a#U Pr%"%r%n'% #/ou(d 2% gi0%n i" /% /a# )or3%d on /ig/%r
t%'/no(og 'ar (i3% CRDI1 EURO Car#.
S%'ond #tag% i# int%r0i%)ing
T/% &an%( o" t/% int%r0i%)# #/ou(d in'(ud% id%a(( F:> &%o&(% g%n%ra( $anag%r )or3#
$anag%r an ot/%r %9&%ri%n'%d &%r#on "ro$ indu#tr "ina( int%r0i%) 2 CEO or
d%a(%r &rin'i&a( "or t/% &a#t o" )or3%r $anag%rK g%n%ra( $anag%rK #&ar% &art#
Manag%r do in0o(0% CSEL# in t/% &an%(.
T/i# int%r0i%) #/ou(d 2% targ%t%d at a##%##ing t/% 'a&a2i(iti%# o" t/% &%r#on to t/% ta3%
u& )it/ t/% 'urr%nt &ro"i(%1 a2i(it to d%(i0%r r%#u(t# and (%arning attitud%.

Appointment8
D%a(%r#/i& #/ou(d a"t%r an a&&oint$%nt (%tt%r $%ntioning t/% t%r$#
and 'ondition# r%$un%ration and 0ariou# 2%n%"it#. It i# a good #trat%g "or i$&ro0ing
r%t%ntion t/at t/% 'andidat% #ign# a >:C %ar# 2ond )it/ t/% 'o$&an. A(t%rnati0%( a
#$a(( &ortion "ro$ r%t%ntion $on% and 'an 2% r%in 2a#%d a"t%r > %ar#.
It i# good to "ina(iz%d at (%a#t F:> 'andidat%# "or %a'/ 0a'an'. T/i# dat% )i(( 2%
/%(&"u( in 'ar% d%a(%r#/i& n%%d to a&&oint #o$% 2od in t/% i$$%diat% "utur%.
$er%ormance appraisal C1easurementD8
T/% &%r"or$an'% o" t/% 0ariou# &%r#onn%( i# "ound out t/roug/
0ariou# DOCTC audit and r%&ort#. T/%#% ar% in'(ud%d $anag%$%nt 2a#i#.
*a#i# on t/% D:F audit G.M 5G%n%ra( Manag%r61 W.M 5Wor3
$anag%r61 C.R.M 5Cu#to$%r r%(ation $anag%r6 /a# to do #o$% 2a#i' &r%&aration to
'ondu'ting r%0i%).
<. 'o((%'t a(( t/% 2a'3:u& #/%%t#5 audit "or$#6
BABASAB PATIL Page +)
TATA MOTORS
F. Do t/% 4ua(itati0% ana(#i# o" t/% r%&ort a not% do)n t/% ar%a# )/%r% &%r"or$an'%
/a# gon% do)n "or %a'/ &%r#on.
>. Ana(z% our#%(" t/% r%a#on# "or &oor &%r"or$an'%.
<or: mana!er8
3-CTC
3? 3ia!nostic
-? -uality
C? Cost
T? Time
C? Customer and complaint handlin!
<or: mana!er role are
<6 To gi0% /a##(% "r%% #%r0i'% %9&%ri%n'% to t/% 'u#to$%r 2
:Mini$izing t/% r%&%at 'o$&(aint and r%0i#it# )it/in #%r0i'% and int%r0a(#
:En#uring t/at )or3 i# 'a((%d out a# &%r ti$% #'/%du(% #o t/at t/%r% i# no
d%0iation in &ro$i#% ti$%.
F6 I$&ro0% t/% r%0%nu%# t/% )or3 #/o& t/roug/
:i$&ro0ing &rodu'ti0it
:Mini$izing r%&%at 'o$&(aint# 2 %n#uring t/% r%&air and $aint%nan'% i#
Carri%d out a# &%r t/% #tandard &ro'%## d%"in%d 2 t/% TATA $otor#.
>6 To $anag% t/% training n%%d# o" t/% t%'/ni'ian#.
BABASAB PATIL Page ++
TATA MOTORS
Customer expectation as per K3$ CKames 3avid $o>erD $arameters5
Service Euality
A2i(it to diagno#% &ro2(%$# &ro&%r(
Oua(it o" )or3 &%r"or$an'% on t/% 0%/i'(%#
Toug/n%## in "u("i((ing r%4u%#t#
A0ai(a2i(it o" &%t# "or #%r0i'%

$roblems experienced
Trou2(% "r%% o&%ration
Fr%%do$ "ro$ #4u%a(# and ratt(%#
Ea#% o" $aintain and r%&air o0%ra(( 4ua(it r%(ia(i2i(it and duti%#
/ser %riendly service
Con#id%ration "or t/% 'u#to$%r# "r%%
Standing 2%/ind t/%ir #%r0i'%
Con0%nt# da# and /our# o" o&%ration
C(%an(in%## and a&&%aran'% o" #%r0i'% "a'i(it.

Standard 1odules
TATA MOTORS
AD $er%ormance mana!ement
a. En#uring r%&air 4ua(it
Sign #&%'i"i' too(#K%4ui&$%nt#
Ad/%ring to 4ua(it &ara$%t%r# #&%'i"i%d
Carring out a(( &r%)or3 #tandard '/%'3#
To %n#ur% t/i# a )or3 $anag%r /a# to do a 5':F6 526 ,o2 'ard1 audit
on dai( 2a#i# "or %a'/ t%a$. It #/ou(d 2% a (i0% audit.
To %n#ur% t/at t/% 4ua(it &ara$%t%r# /a0% ind%%d /a# 2%%n
ad/%r%d to )or3 $anag%r #/ou(d a#3 t/% t%'/ni'a( to #/o) t/%
4ua(it &ara$%t%r 0a(u% #%t on an &arti'u(ar 'ar.
2. En#uring )a#/ing 4ua(it
'. En#uring ti$%( d%(i0%r
d. I$&ro0ing )or#/i&# &rodu'ti0it.
BD Customer complaint mana!ement
a. Wor3 $anag%r /a# to r%"%r# to 5':B6 on dai( 2a#i# to 3no) and r%#o(0% t/%
o&%n 'o$&(aint.
2. W/%n%0%r a 'o$&(aint 0%/i'(% 'o$%# to )or3#/o& "or r%#o(ution1 )or3
$anag%r )i(( /i$#%(" diagno#% t/% &ro2(%$ )it/ #%r0i'% ad0i#or.
'. Co$&(aint o&%n "or $or% t/an > da# )or3 $anag%r #/ou(d &ut u& t/i#
'o$$%nt# o2% t/% 'o$&(aint 'annot 2% '(o#%d
CD "uman resource mana!ement
%. training
". in'%nti0%#Kr%)ard#
g. /ou#% 3%%&ing
/. r%0i%)
TATA MOTORS
3aily revie>
Condu't r%0i%) )it/ TC on t/% C:F5*6
Condu't dai( r%0i%) a(ong )it/ CRM5'u#to$%r r%(ation#/i&
$anag%$%nt6on t/% #/o& "(oor in t/% "ront o" dai( $%%ting 2oard
Di#'u## t/% r%&%at 'o$&(aint r%'%i0%d during t/% 'a((# $ad% on t/% &r%0iou#
da )it/ t/% 'on'%rn%d t%a$
<ee:ly revie>
Condu't )%%3( r%0i%) a(ong CRM in t/% #/o& "(oor in "ront o" C:7 and
C:A 2oard
Di#'u## t/% 'riti'a( &%r"or$an'% &ara$%t%r#
S%t targ%t# "or n%9t )%a3 and &r%&ar% a'tion &(an "or %a'/ grou&
1onthly revie>
Parti'i&at% in t/% $ont/( r%0i%) $%%ting a(ong )it/ TATA $otor#
r%&r%#%ntati0%#.
Di#'u## t/% &%r"or$an'% #'or%# 'riti'a( $an&o)%r (i3% 4ua(it audit
Di#'u## &ro'%## #'or% (i3% C:F1C:C
Pr%&ar% $ont/( a'tion &(an and #%t targ%t# "or 'o$&o#it% #'or% "or t/% n%9t
$ont/
BABASAB PATIL Page +'
TATA MOTORS
Organi#ation #tru'tur% o" #a(%# d%&art$%nt

BABASAB PATIL Page +A
A;1
Assistant ;eneral
Manag%r
Sa(%#
Sa(%#
$anag%r<
Sa(%#
$anag%rF
Sa(%#
$anag%r>
Sa(%#
%9%'uti0%
Sa(%#
%9%'uti0%
Sa(%#
%9%'uti0%
Sa(%#
%9%'uti0%
Sa(%#
%9%'uti0%
Sa(%#
%9%'uti0%
S/o)roo$ #a(%#
%9%'uti0%
A''%##ori%#
A''%##ori%#
In '/arg%
A##i#tant
a''%##ori%#
in '/arg%
R%'%&tion
A''ount $anag%r
A''ount in '/arg%r
A##i#tant a''ount in
'/arg%
*a'3 o""i'%
S#t%$ ad$in Data %ntr In#uran'% and %9%'uti0%
in '/arg%
*a'3 o""i'% in '/arg% SSM
Sa(%#
#ati#"a'tion
$anag%r
PDI
Su&%r0i#or
L<
t%'/ni'ian
E(%'tri'ian
TATA MOTORS
<or: $ro%ileG *oles and *esponsibilities o% sales department

Sales mana!er
Condu't a $%%ting at #/ar& =.>8a$1 ta3ing dai( 'o$$it$%nt5d%(i0%r#V"inan'%
and %9:)arrantW1n%) %n4uir g%n%ration and 2oo3ing6
Ta3ing 3no)(%dg% o" CRMDMS and o&%rating ##t%$.
Ta3ing 'ar% dai( %n4uiri%# and o&%ning t/% gr%%n "or$#
Ta3ing 'ar% o" r%4uir%$%nt# o" 0%/i'(%#.
Ta3ing 'ar% o" 'o$$itt%d dai( targ%t.
Arranging t/% )%%3( training a''ording to t/% r%4uir%$%nt# o" t/% #a(%#
%9%'uti0%#.
P(anning "or t/% d%$o 'a$& and t%#t dri0% 'a$& %0%r $ont/ <8to FF
nd
and
%9%'ut% t/%$ #u''%##"u((.
Su2$it r%&ort to AGM ! TATA $otor# 5)it/ n%'%##ar do'u$%nt#6 o" t/% d%$o
'a$& a"t%r t/% %0%nt.
R%&(aing to an $ai( or #%nding an $ai( /a# $ar3 to AGM
?%/i'(% a((ot$%nt
E%%&ing 3no)(%dg% a2out 'o$&%titi0% &rodu't#1 #'/%$% and &ri'%.
15 Sho>room executive
Att%nding t/% )a(3:in 'u#to$%r#.
Ta3ing 'ar% o" gr%%n "or$# o" t/% &ro#&%'ti0% 'u#to$%r#.
Maintaining t/% #/o)roo$ )a(3 in ! in4uir r%gi#t%r.
Ta3ing 'ar% o" )at%r ! t%a "or t/% 'u#to$%r#.
Guiding t/% 'u#to$%r# to #o(0% t/%r% 4uarri%#1 ! in"or$ing t/% r%#&on#i2(%
&%r#on#.
Ta3ing 'ar% o" t/% '(%ann%## o" #/o)roo$ ! di#&(a 0%/i'(%# in #/o)roo$
BABASAB PATIL Page +B
TATA MOTORS
25 Sales executive
At $orning1 dai( 'o$$it$%nt o" gr%%n ! %((o) "or$# ! d%(i0%r
Ta3ing 'ar% o" "inan'%1 in#uran'%1 )arrant1 'o$$it$%nt# o" r%(ati0% 'u#to$%r#.
E9%'uti0% /a# to ta3% 'ar% o" 'u#to$%r# 2%"or% 2oo3ing to /and o0%r t/% "ina(
do'u$%nt# to 'u#to$%r#.
Prior a&&ro0a( o" SM 2%"or% 'o$$it$%nt
Ta3ing 'ar% o" outdat%d 5>8da#6 gr%%n "or$#.
At %0%ning1 r%&ort o" t/% $orning 'o$$it$%nt#.
E%%&ing 3no)(%dg% a2out 'o$&%titi0% &rodu't#1 #'/%$% ! &ri'%.
,inance 1ana!er
Pro0iding t/% "u(( in"or$ation o" "inan'% #'/%$% ! "inan'% do'u$%nt# to t/%
'u#to$%r ! '/arg%# o" do'u$%nt#.
Finan'% $anag%r /a# ta3% 'ar% a(( t/% "inan'ia( i##u%# 5r%'%i&t1 in0oi'%1 in#uran'%
'o& ! 3%61 it $a 2% in /ou#% or non in /ou#%1 2an3.
Ta3ing 'ar% o" t/% RO ! "inan'% a$ount.
A"t%r r%'%i0ing t/% &a$%nt 2 t/% "inan'i%r arrang% to #%nd do'u$%nt# "or
"inan'i%r 5"inan'% 'o$&an or 2an36.
R%&(aing to an $ai( or #%nding an $ai( /a# to AGM
SS1
Ta3ing 'ar% o" 0%/i'(% d%(i0%r# in ti$%.
Ma3ing t/% a0ai(a2(% a(( t/% r%#our'%# at t/% ti$%# o" d%(i0%r.
*%"or% d%(i0%r '/%'3ing t/% "i(% o" t/% 'u#to$%r ! ta3ing t/% #ignatur% o"
a''ountant1 #a(%# $anag%r1 and a##i#tant g%n%ra( $anag%r on t/at "i(%.
Ta3ing 'ar% o" )/it% "or$#1 $aintaining t/% 4ua(it o" )/it% "or$.
S%nding t/% &/oto ! t/an3ing (%tt%r to 'u#to$%r.
Ma3ing 'a((# to 'u#to$%r )it/in CB /our# a"t%r t/% d%(i0%r o" 0%/i'(%.
Corr%#&onding )it/ TATA $otor# 5RSSM1 SSM1 and TML6.
Ta3ing 'ar% o" %$&o)%r 'ard.
R%&(aing to an $ai( or #%nding an $ai( /a# to AGM
TATA MOTORS
BAC= O,,ICE
15 System operator
O&%ning gr%%n and %((o) "or$# in CRMDMS
In0oi'ing1 #a(%# '%rti"i'at%
Ta3ing 'ar% o" out dat%d gr%%n ! %((o) "or$
At t/% %nd o" t/% da $ai(ing t/% dai( r%&ort# 5#to'31 AKC1 2i((ing6 to AGM.
Ta3ing 'ar% o" t/% do'u$%nt# o" TP.
R%&(aing to an $ai( or #%nding an $ai( /a# $ar3 to AGM.
25 System admin
S%nding dai( %n4uiri%# r%&ort# to PCD*
Ta3ing 'ar% o" &un'/ing o" 0%/i'(%#
C/%'3ing t/% TML ! TMLD &a$%nt#
C/%'3ing t/% $ai(# ! in"or$ing t/% 'on'%rn &%r#on
Ta3ing 'ar% o" $ai(# 'orr%#&ond%n'%.
Ta3ing 'ar% o" r%&ort# (i3% ro((ing &(an1 a'ti0it &(an1 o"" ta3% ! r%tai(#1
o&%ning ! '(o#ing #to'3 o" t/% $ont/.
Ta3ing 'ar% o" 'onn%'ti0it o" CRMDMS
Pro0iding t/% training ! #o(0ing t/% &ro2(%$ o" t/% CRMDMS
Ta3ing 'ar% o" 'o$&ut%r# o" t/% organization.
R%&(aing to an $ai( or #%nding an $ai( /a# $ar3 to AGM.
)5 Billin! personal
Ta3ing 'ar% o" 2a'3 o""i'% )or3.
Fi(% u&dating1 $aintaining t/% #o"t 'o& o" 'u#to$%r data.
TATA MOTORS
Putting &a$%nt# r%'%i&t in 'u#to$%rL# "i(%.
Ta3ing 'ar% o" %9t%nd%d )arrant ! #%nding &a$%nt# in ti$% a''ording to
g(o2a( ad$ini#tration 'o$$it$%nt#.
S%nding "inan'% do'u$%nt# a"t%r r%'%i0ing t/% &a$%nt "ro$ t/% "inan'i%r.
Ta3ing 'ar% o" TP ! a(( do'u$%nt# o" t/% 'u#to$%r#.
R%&(aing to an $ai( or #%nding an $ai( /a# $ar3 to AGM
ACCESSO*IES
Con0in'ing t/% 'u#to$%r# "or a''%##ori%#5#a(%# and #%r0i'%6
Ta3ing 'ar% o" FOC a''%##ori%#.
Ta3ing 'ar% o" a''%##ori%# 2i(( 2%"or% d%(i0%r o" t/% 0%/i'(%
Ta3ing 'ar% #to'3 r%&ort ! dai( r%&ort#.
$3I In char!e
C/%'3ing t/% 0%/i'(% &ro&%r( a"t%r r%'%i0ing "ro$ TATA $otor#5'ondition o"
0%/i'(%1 an d%nting ! da$ag%# in tran#&ort r%&ort i$$%diat% to AGM6
Ta3ing 'ar% o" d%(i0%r 0%/i'(% 5 )it/ a(( "it$%nt# 6
Ta3ing 'ar% o" #/o)roo$ di#&(a.
Ta3ing 'ar% o" #to'3 0%/i'(%#53%%& '(%an6
S%r0i'% $anua(1 too( 3it1 #&ar% 2u(2#1 &ar3ing triang(%1 "ir#t aid 3it ! r%$ot% o"
t/% #t%r%o or 0%/i'(% /ad to 3%%& out #id% #a"%(.
*eceptionist
In0iting t/% 'u#to$%r )/o i# 'o$ing in t/% #/o)roo$ ! introdu'% to 'on'%rn
&%r#on.
Att%nding t/% 'a(( 'o$ing on 2oard.
Ta3ing 'ar% o" t/% 'ouri%r#5#%nding ! r%'%i0ing6
TATA MOTORS
Att%nding t/% 'u#to$%r# in #/o)roo$.
Ta3ing 'ar% o" t/% 'u#to$%r 5)at%r ! t%a6
ACCO/NTS
AKC &%r#on #/ou(d a0ai(a2(% in o""i'% /our# in /i# 'a2in to 'o((%'t t/% 'a#/ !
rai#% a r%'%i&t again#t it in CRMDMS.
A"t%r 'a#/ r%'%i0ing i$$%diat%( rai#% a r%'%i&t in CRMDMS.
Coordinating )it/ "inan'% $anag%r r%garding t/% "inan'% &a$%nt# ! rai#ing
t/% r%'%i&t in CRMDMS.
Dai( $orning r%&orting )it/ t/% AKC d%tai( o" TML ! TMLD ! d%tai(# o"
2oo3ing &a$%nt#.
Dai( r%&orting d%a(%r AKC on(in% o&%rat%d 2 'u#to$%r or %9%'uti0%.
DonLt a''%&t out #tation '/%4u%.
*%"or% d%(i0%r o" 0%/i'(%# '/%'3 t/% &a$%nt# d%tai(# ! #ign on t/% 'u#to$%r#
"i(%.
EN3 O, T"E O*;ANISATION
ST/32 O,
BIKKA*A;I 1OTO*S
TATA MOTORS
*ESEA*C" $*OB7E1
The *esearch $roblem
Study the Customer perception and loyalty towards Biar!i motors
OBKECTI0ES O, T"E ST/32
<. To 3no) Indian Auto Indu#tr.
F. T/% $ain o2,%'ti0% i# to 3no) 'u#to$%r 2%/a0iour to)ard# *i,,aragi $otor#.
>. To 3no) t/% /o) $an 'u#to$%r ar% (oa( to)ard# *i,,aragi $otor#.
C. To d%t%r$in% t/% 'u#to$%r a)ar%n%## to)ard# *i,,aragi #tor%.
7. To 3no) t/% "a'tor# in"(u%n'ing 'u#to$%r# to 2u in t/at &arti'u(ar #tor%.
A. To 3no) t/% 'u#to$%r (oa(t to)ard# *I++ARAGI MOTORS.
@. To #tud )/%t/%r 'o$&an i# #u''%%d%d in d%0%(o&ing a #tor% #t(%d to t/%
&arti'u(ar 'u#to$%r &%r#ona(it or #tatu#.
R"S"ARC# M"T#O$OLOG%
T/% $%t/odo(og i# t/% $%t/od u#%d in t/% 'o((%'ting t/% in"or$ation1 )/i'/
a##i#t# "or t/% r%#%ar'/ &ro2(%$
3escription o% research
Mar3%ting r%#%ar'/ d%#ign #&%'i"i%# t/% &ro'%dur% "or 'ondu'ting a r%#%ar'/ &ro,%'t.
T/% #ur0% )a# 'ondu't%d )it/ t/% o2,%'ti0% To #tud t/% Cu#to$%r &%r'%&tion to)ard#
#tor% and (oa(t o" 2i,,aragi $otor#
TATA MOTORS
3ata Collection 1ethod8
$rimary data I In t/i# #tud t/% &ri$ar data i# 'o((%'t%d 2 #ur0% r%#%ar'/
I.%. ##t%$ati' 'o((%'tion o" in"or$ation dir%'t( "ro$ t/% r%#&ond%nt#.
Secondary 3ata8 T/% 'o$&an $anua(#! r%&ort#5
SAMPLI&G M"T#O$
3e%ine $opulationI Po&u(ation i# d%"in%d in t%r$# o" %(%$%nt#1 #a$&(% unit#
Samplin! /nit8 *I+APUR.
Samplin! ,rameI Pot%ntia( Cu#to$%r# "or Tata Motor#
Samplin! 1ethod Selected8 Non Pro2a2i(it Sa$&(ing M%t/od i# '/o#%n.
Sample Si#e8 78 R%#&ond%nt#
Instrument8 Ou%#tionnair%
3ATA ANA72SIS AN3 INTE*$*ETATION
,reEuencies
Do ou !a"e o#n TATA $otor car%
Frequency Percent Valid Percent Cumulative
Percent
Valid yes 96.1 98.0 98.0
TATA MOTORS
no 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

!o you "ave o#n T$T$ motor car%
!o you "ave o#n T$T$ motor car%
no yes
F
r
e
q
u
e
n
c
y
120
100
80
60
&0
20
0
3ata analysis
Fro$ t/% a2o0% gra&/ it /a# 2%%n o2#%r0%d t/at out o" 78 r%#&ond%nt#1
=BJ ar% o)n%r o" Tata $otor 'ar
FJ ar% not.
Interpretation
Mo#t o" r%#&ond%nt# /a0% o)n Tata 'ar.
,reEuencies
&!ic! $otor car ou !a"e%
Percent
Valid Tata indica '0 &9.0 '0.0 '0.0
Tata indigo 10 9.8 10.0 60.0
Tata sumo 20 19.6 20.0 80.0
Tata sa(ari 20 19.6 20.0 100.0
TATA MOTORS
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

)"ic" motor car you "ave%
Missing
tata sa( ari
tata sumo
tata indigo
tata indica
3ata analysis
Fro$ t/% a2o0% gra&/ it /a# 2%%n o2#%r0%d t/at out o" 78 r%#&ond%nt#.
T/%r% ar% 78J r%#&ond%nt# /a0% TATA indi'a 'ar1
<8J r%#&ond%nt# /a0% TATA indigo1
F8J r%#&ond%nt# /a0% TATA #u$o1
F8Jr%#&ond%nt# /a0% TATA #a"ari.
Interpretation
Mo#t o" r%#&ond%nt# /a0% TATA INDICA 'ar.
,reEuencies
Since !o# 'ong ou are using t!is car (ear)%
Percent
Valid 0*2 +0 29.& +0.0 +0.0
2*& +0 29.& +0.0 60.0
&*6 20 19.6 20.0 80.0
more t"an 6 20 19.6 20.0 100.0
TATA MOTORS
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

ince "o# long you are using t"is car,year-%
Missing
more t"an 6
&*6
2*&
0*2
3ata analysis
>8J o" t/% r%#&ond%nt# ar% u#ing 8:F %ar.
>8J o" t/% r%#&ond%nt# ar% u#ing F:C %ar1
F8J o" t/% r%#&ond%nt# u#ing C:A %ar.
F8Jo" t/% r%#&ond%nt# ar% u#ing $or% t/an A %ar#. FJ $i##ing.
Interpretation
Mo#t o" r%#&ond%nt# ar% u#ing in 2%t)%%n 8:F %ar to F:C %ar#.
,reEuencies
&!ere *i* ou +urc!ase tata $otor car%
Frequency Percent Valid
Percent
Cumulative
Percent
Valid .i//aragi
motors 00 68.6 00.0 00.0
Mani12ag
motors 10 9.8 10.0 80.0
."agyodaya
motors 10 9.8 10.0 90.0
TATA MOTORS
terling
motors 10 9.8 10.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

)"ere did you 3urc"ase tata motor car%
Missing
sterling motors
2"aguodaya motors
mani12ag motors
2i//aragi motors
3ata analysis
@8J o" t/% r%#&ond%nt# &ur'/a#%d 'ar in *i,,aragi $otor#.
<8Jo" t/% r%#&ond%nt# &ur'/a#%d in Mani32ag1
<8Jo" t/% r%#&ond%nt# &ur'/a#%d in */agodaa1
<8Jo" t/% r%#&ond%nt# &ur'/a#%d in St%r(ing.
Interpretation
Mo#t o" r%#&ond%nt# /a0% &ur'/a#%d 5@8J6 'ar in *i,,aragi $otor# *i,a&ur.
,reEuencies
&! *i* ou +urc!ase in t!at s!o# roo$%
Percent
Cumulative
Percent
Valid on time
delivery
10 9.8 10.0 10.0
service +' +&.+ +'.0 &'.0
nearest &0 +9.2 &0.0 8'.0
availa2ility 1' 1&.0 1'.0 100.0
Total 100 98.0 100.0
TATA MOTORS
Missing ystem 2 2.0
Total 102 100.0

)"y did you 3urc"ase in t"at s"o# room%
Missing
availa2ility
nearest
service
on time delivery
3ata analysis
<8Jo" t/% r%#&ond%nt# &ur'/a#%d 'ar in t/at #/o)roo$ 2%'au#% o" on ti$%
d%(i0%r1
>7Jo" t/% r%#&ond%nt# &ur'/a#%d 'ar 2%'au#% o" #%r0i'%1
C8J o" t/% r%#&ond%nt# &ur'/a#%d 'ar 2%'au#% o" n%ar%#t #/o)roo$1
<7J o" t/% r%#&ond%nt# &ur'/a#%d 'ar 2%'au#% o" a0ai(a2i(it.
Interpretation
Mo#t o" r%#&ond%nt# ar% to &ur'/a#% a 'ar in *i,,aragi $otor# 2%'au#% o" n%ar%#t &(a'% "or
&ur'/a#%.
,reEuencies
,o# *o ou rate t!e *ea'ers!i+ -aci'it in Bi..aragi $otors%
Percent
Valid 4ig"ly
satis(ied
++ +2.& ++.0 ++.0
satis(ied &8 &0.1 &8.0 81.0
dissatis(ied 9 8.8 9.0 90.0
4ig"ly
satis(ied
' &.9 '.0 9'.0
average ' &.9 '.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
TATA MOTORS
Total 102 100.0

4o# do you rate t"e dealers"i3 (acility
in 2i/aragi motors%
Missing
average
"ig"ly dissatis(ied
dissatis( ied
satis(ied
"ig"ly satis(ied
3ata analysis
>CJ o" r%#&ond%nt# ar% /ig/( #ati#"i%d )it/ d%a(%r#/i& "a'i(it in *i,,aragi
$otor#1
C@J o" t/% r%#&ond%nt# #ati#"i%d )it/ d%a(%r#/i& "a'i(it in *i,,aragi $otor# 1
=J o" t/% r%#&ond%nt# di##ati#"i%d )it/ t/% d%a(%r#/i& "a'i(it in *i,,aragi $otor#1
7J o" r%#&ond%nt# ar% /ig/( di##ati#"i%d )it/ d%a(%r#/i& "a'i(it in *i,,aragi
$otor#1
7J o" t/% r%#&ond%nt# on an a0%rag%.
Interpretation
Mo#t o" r%#&ond%nt# ar% 5C@J6 #ati#"i%d )it/ t/% d%a(%r#/i& "a'i(it in *i,,aragi $otor#
*i,a&ur.
,reEuencies
,o# *o ou rate t!e -airness o- our *ea' in Bi..aragi $otors%
3ercent
Cumulative
Percent
Valid "ig"ly
satis(ied
&6 &'.1 &6.0 &6.0
satis(ied 29 28.& 29.0 0'.0
dissatis(ied 16 1'.0 16.0 91.0
"ig"ly
dissatis(ied
' &.9 '.0 96.0
average & +.9 &.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0
TATA MOTORS

4o# do you rate t"e (airness o( your
deal in 2i//aragi motors%
Missing
average
"ig"ly dissatis(ied
dissatis(ied
satis(ied
"ig"ly satis(ied
3ata analysis
CAJ o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d )it/ Fairn%## o" d%a( in *i,,aragi
$otor#1
F=J o" t/% r%#&ond%nt# #ati#"i%d )it/ t/% "airn%## o" d%a( in *i,,aragi $otor#1
<AJ o" t/% r%#&ond%nt# di##ati#"i%d )it/ t/% "airn%## o" d%a( in *i,,aragi $otor#.
7J o" t/% r%#&ond%nt# /ig/( di##ati#"i%d1
CJ o" r%#&ond%nt# on an a0%rag%.
Interpretation
Mo#t o" r%#&ond%nt# ar% /ig/( #ati#"i%d 5CAJ6 )it/ t/% "airn%## o" d%a( in *i,,aragi
$otor# *i,a&ur.
,reEuencies
,o# *o ou rate our e/+erience o- t!e sa'es +erson o- Bi..aragi $otors%

Frequency Percent Valid Percent Cumulative Percent
Valid "ig"ly satis(ied 60 6'.0 60.0 60.0
satis(ied 2& 2+.' 2&.0 91.0
dissatis(ied & +.9 &.0 9'.0
"ig"ly dissatis(ied + 2.9 +.0 98.0
average 2 2.0 2.0 100.0
C Total 100 98.0 100.0

Missing
ystem 2 2.0
Total 102 100.0

TATA MOTORS
4o# do you rate your e53erience o( t"e sales
3erson o( 2i//aragi motors%
Missing
average
"ig"ly dissatis(ied
dissatis(ied
satis(ied
"ig"ly satis(ied
3ata analysis
A@J o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d )it/ %9&%ri%n'% o" t/% #a(%# &%r#on in
*i,,aragi $otor#.
FCJ o" t/% r%#&ond%nt# #ati#"i%d1
CJo" t/% r%#&ond%nt# di##ati#"i%d1
>J o" t/% r%#&ond%nt# /ig/( di##ati#"i%d1
FJo" t/% r%#&ond%nt# on an a0%rag%.
Interpretation
Mo#t o" r%#&ond%nt# ar% /ig/( #ati#"i%d 5A@J6 )it/ %9&%ri%n'% o" t/% #a(%# &%r#on in
*i,aragi $otor# *i,,aragi.
,reEuencies
,o# *o ou rate t!e -inancia' +rocess in Bi.aragi $otors%

Frequency Percent Valid Percent
Cumulative
Percent
Valid 4ig"ly
satis(ied +8 +0.+ +8.0
+8.0
atis(ied &0 &6.1 &0.0 8'.0
!issatis(ied 9 8.8 9.0 9&.0
"ig"ly
dissatis(ied + 2.9 +.0 90.0
average + 2.9 +.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
TATA MOTORS
Total 102 100.0

4o# do you rate t"e (inancial 3rocess in
2i/aragi motors%
Missing
average
"ig"ly dissatis(ied
dissatis(ied
satis(ied
"ig"ly satis(ied
3ata analysis
>BJ r%#&ond%nt# /ig/( #ati#"i%d )it/ t/% "inan'ia( &ro'%## in *i,,aragi $otor#1
C@J o" t/% r%#&ond%nt# #ati#"i%d1
=Jo" t/% r%#&ond%nt# di##ati#"i%d1
>J o" t/% r%#&ond%nt# /ig/( di##ati#"i%d1
>J o" t/% r%#&ond%nt# on an a0%rag%.

Interpretation
Mo#t r%#&ond%nt# #ati#"i%d 5C@J6 )it/ t/% "inan'ia( &ro'%## in *i,,aragi $otor#.
,reEuencies
,o# *o ou rate t!e +urc!ase +rocess in Bi..aragi $otors%

Cumulative
Percent
Valid "ig"ly
satis(ied && &+.1 &&.0 &&.0
satis(ied &' &&.1 &'.0 89.0
"ig"ly
average 2 2.0 2.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
TATA MOTORS
Total 102 100.0

4o# do you rate t"e 3urc"ase 3rocess
in 2i//aragi motors%
Missing
average
"ig"1y dissatis(ied
dissatis(ied
satis( ied
"ig"ly satis(ied
3ata analysis
CCJ r%#&ond%nt# /ig/( #ati#"i%d )it/ t/% &ur'/a#% &ro'%## in *i,,aragi $otor#1
C7J o" t/% r%#&ond%nt# #ati#"i%d1
AJo" t/% r%#&ond%nt# di##ati#"i%d1
FJo" t/% r%#&ond%nt# /ig/( di##ati#"i%d1
>J o" t/% r%#&ond%nt# on an a0%rag%.
Interpretation
Mo#t o" r%#&ond%nt# ar% #ati#"i%d 5C7J6 )it/ t/% &ur'/a#ing &ro'%## *i,,aragi $otor#.
,reEuencies
,o# *o ou rate t!e *e'i"er ti$ing in Biara!i $otors%

Cumulative
Percent
Valid "ig"ly
satis(ied +0 29.& +0.0 +0.0
satis(ied 60 '8.8 60.0 90.0
dissatis(ied 10 9.8 10.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0
TATA MOTORS

4o# do you rate t"e delivery timing
in 2i//aragi motors%
Missing
dissatis(ied
satis(ied
"ig"ly satis(ied
3ata analysis
>8J o" r%#&ond%nt# /ig/( #ati#"i%d )it/ t/% d%(i0%r ti$ing in *i,,aragi $otor#.
A8J o" t/% r%#&ond%nt# #ati#"i%d )it/ t/% d%(i0%r ti$ing in *i,,aragi $otor#1
<8J o" t/% r%#&ond%nt# di##ati#"i%d )it/ t/% d%(i0%r ti$ing in *i,,aragi $otor#1
Interpretation
Mo#t o" t/% r%#&ond%nt# 5A8J6 #ati#"i%d )it/ t/% d%(i0%r ti$ing in *i,,aragi $otor#
*i,a&ur.
,reEuencies
Are ou satis-ie* #it! o"era'' +er-or$ance o- Bi..aragi $otors%
Percent
Cumulative
Percent
Valid "ig"ly
satis(ied 80 08.& 80.0 80.0
satis(ied 20 19.6 20.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

TATA MOTORS
$re you satis(ied #it" overall 3er(ormance
o( 2i//aragi motors%
Missing
satis(ied
"ig"ly satis(ied
3ata analysis
B8J o" t/% r%#&ond%nt# /ig/( #ati#"i%d )it/ t/% o0%r a(( &%r"or$an'% o" *i,,aragi
$otor#1
F8J o" t/% r%#&ond%nt# #ati#"i%d )it/ t/% o0%ra(( &%r"or$an'% o" *i,,aragi $otor#.
Interpretation
Mo#t o" r%#&ond%nt# ar% /ig/( #ati#"i%d 5B8J6 )it/ t/% o0%ra(( &%r"or$an'% o" *i,,aragi
$otor# *i,a&ur.
,reEuencies
Do ou reco$$en* our -rien* 0 re'ati"e to +urc!ase $otor car in Bi..aragi
$otors%
Percent
Valid 6es 8' 8+.+ 8'.0 8'.0
7o 1' 1&.0 1'.0 100.0
Total 100 98.0 100.0
Missing ystem 2 2.0
Total 102 100.0

TATA MOTORS
!o you recommend your (riend 8 relative to 3urc"ase motor car in 2i//ara
!o you recommend your (riend 8 relative to 3urc"ase motor car in 2i//ara
no yes
F
r
e
q
u
e
n
c
y
100
80
60
&0
20
0
3ata analysis
B7 J o" t/% r%#&ond%nt# r%'o$$%nd t/%ir "ri%ndKr%(ati0% to &ur'/a#% $otor 'ar in
*i,,aragi $otor#.
<7J o" t/% r%#&ond%nt# do not r%'o$$%nd t/%ir "ri%nd and r%(ati0% to &ur'/a#%
$otor 'ar in *i,,aragi $otor#.
Interpretation
Mo#t r%#&ond%nt# 5B7J6 r%'o$$%nd "ri%ndK r%(ati0% to &ur'/a#% a $otor 'ar in *i,,aragi
$otor# *i,a&ur.

,IN3IN;S
Fro$ gra&/ <
#t
it 'an 2% ana(z%d t/at =BJ o" t/% r%#&ond%nt# /a0% o)n TATA
$otor 'ar1 FJ o" ar% not.
Fro$ t/% gra&/ F
nd
it 'an 2% ana(z%d t/at 78J o" t/% r%#&ond%nt# u#ing tata
indi'a 'ar1 <8J o" t/% r%#&ond%nt# u#ing tata indigo 'ar1 F8J o" t/% r%#&ond%nt#
ar% u#ing tata #u$o1 F8J o" t/% r%#&ond%nt# ar% u#ing tata #a"ari.
TATA MOTORS
Fro$ gra&/ >
rd
it 'an 2% ana(z%d t/at >8J o" t/% r%#&ond%nt# ar% u#ing 8:F %ar#1
>8J o" t/% r%#&ond%nt# u#ing F:C %ar#1 F8J o" t/% r%#&ond%nt# u#ing C:A %ar1
F8J o" t/% r%#&ond%nt# u#ing $or% t/an A %ar#.
Fro$ gra&/ C
t/
it 'an 2% ana(z%d t/at @8J o" t/% r%#&ond%nt# ar% &ur'/a#%d 'ar
in 2i,,aragi $otor#1 <8J o" t/% r%#&ond%nt# ar% &ur'/a#%d 'ar in $ani32ag1 <8J
o" t/% r%#&ond%nt# ar% &ur'/a#%d 'ar I 2/agodaa $otor#1 <8J o" t/%
r%#&ond%nt# &ur'/a#%d 'ar in #t%r(ing $otor#.
Fro$ gra&/ 7
t/
it 'an 2% ana(z%d t/at <8J o" t/% r%#&ond%nt# ar% &ur'/a#%d1
2%'au#% o" on ti$% d%(i0%r1 >7J o" t/% r%#&ond%nt# ar% &ur'/a#%d1 2%'au#% o"
#%r0i'%1 C8J o" t/% r%#&ond%nt# ar% &ur'/a#%d1 2%'au#% o" n%ar%#t1 <7J o" t/%
r%#&ond%nt# ar% &ur'/a#%d1 2%'au#% o" a0ai(a2i(it.
Fro$ gra&/ A
t/
it 'an 2% ana(z%d t/at >>J o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d1
CBJ o" t/% r%#&ond%nt# ar% #ati#"i%d1 =J o" t/% r%#&ond%nt# ar% di##ati#"i%d1 7J
o" t/% r%#&ond%nt# ar% /ig/( di##ati#"i%d1 7J o" t/% r%#&ond%nt# ar% on an
a0%rag%.
TATA MOTORS
Fro$ gra&/ @
t/
it 'an 2% ana(z%d t/at CAJ o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d1
F=J o" t/% r%#&ond%nt# ar% #ati#"i%d1 <A J o" t/% r%#&ond%nt# ar% di##ati#"i%d1
7J o" t/% r%#&ond%nt# ar% /ig/( di##ati#"i%d1 CJ o" t/% r%#&ond%nt# ar% on an
a0%rag%.
Fro$ gra&/ B
t/
it 'an 2% ana(z%d t/at A@J o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d1
FCJ o" t/% r%#&ond%nt# ar% #ati#"i%d1 CJ o" t/% r%#&ond%nt# ar% di##ati#"i%d1 >J
o" t/% r%#&ond%nt# ar% /ig/( di##ati#"i%d1 FJ o" t/% r%#&ond%nt# ar% on an
a0%rag%.
Fro$ gra&/ =
t/
it 'an 2% ana(z%d t/at >BJ o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d1
C@J o" t/% r%#&ond%nt# ar% #ati#"i%d1 =J o" t/% r%#&ond%nt# ar% di##ati#"i%d1 >J
o" t/% r%#&ond%nt# ar% /ig/( di##ati#"i%d1 >J o" t/% r%#&ond%nt# ar% on an
a0%rag%.
Fro$ gra&/ <8
t/
it 'an ana(z% t/at CCJ o" t/% r%#&ond%nt# ar% /ig/( #ati#"i%d1
C7J o" t/% r%#&ond%nt# ar% #ati#"i%d1 @J o" t/% r%#&ond%nt# ar% di##ati#"i%d1 FJ
o" t/% r%#&ond%nt# ar% /ig/( di##ati#"i%d1 FJ o" t/% r%#&ond%nt# ar% on an
a0%rag%.
Fro$ t/% gra&/ <<
t/
it 'an 2% ana(z%d t/at >8 Jo" t/% r%#&ond%nt# ar% /ig/(
#ati#"i%d1 A8J o" t/% r%#&ond%nt# ar% #ati#"i%d1 and <8J o" t/% r%#&ond%nt# ar%
di##ati#"i%d.
Fro$ t/% <F
t/
gra&/ it 'an 2% ana(z%d t/at B8J o" t/% r%#&ond%nt# ar% /ig/(
#ati#"i%d1 F8 J o" t/% r%#&ond%nt# ar% #ati#"i%d.
BABASAB PATIL Page '@
TATA MOTORS
. Fro$ t/% <>
t/
gra&/ it 'an 2% ana(z%d t/at B7 J o" t/% r%#&ond%nt#
r%'o$$%nd%d t/%ir "ri%nd# r%(ati0%# to &ur'/a#% a 'ar in *i,,aragi $otor#1 <7J
o" t/% r%#&ond%nt# do not r%'o$$%nd t/%ir "ri%nd r%(ati0% to &ur'/a#% 'ar in
*i,,aragi $otor#.
S/;;ESTIONS
BABASAB PATIL Page '1
TATA MOTORS
A''ording t/% r%#%ar'/ I #ugg%#t 2i,,argi $otor# t/at t/% n%%d to
d%(i0%r t/% 0%/i'(%# at &ro$i#%d ti$% a# )%(( a# in ti$% "or t/% "ir#t ti$% &ur'/a#% or 2
t/% ti$% o" ta3ing #%r0i'% a"t%r &ur'/a#% 2 )/i'/ it 'an attra't $or% 'u#to$%r 2 r%"%rra(
o" #ati#"i%d 'u#to$%r o" 2i,,argi $otor#
And I a(#o #ugg%#t t/% 2i,,argi $otor# to in'r%a#% 2a#i' "a'i(iti%# in t/% #/o)roo$.
CONC7/SION
TATA MOTORS
To 'on'(ud%1 $o#t o" t/% r%#&ond%nt# ar% 0%r $u'/ #ati#"i%d )it/ t/% #%r0i'%
&ro0id%d 2 t/% 2i,,aragi $otor#. Loo3ing into t/% (ong t%r$ &%r#&%'ti0% it i# 0%r 2%#t
#ign "or t/% 'o$&an.
* $%a#uring r%#&ond%ntL# #ati#"a'tion (%0%( it )i(( 2ring out &o#iti0% 2%n%"it to
2i,,aragi $otor#1 #a(% &%r#on and 'u#to$%r#. R%#&ond%ntL# #ati#"a'tion 2oo#t# $or% #a(%#
and "ait/"u( 'u#to$%r to t/% 2i,,aragi $otor#; it )i(( a(#o /%(& to t/% 2i,,aragi $otor# to
introdu'% $or% and $or% &ro$otiona( a'ti0iti%#1 good $argin and 2%tt%r #%r0i'%.
And a(#o 'u#to$%r &%r'%&tion to)ard# to 2i,,aragi $otor# i# 0%r $u'/ /%(&"u( in
t/% #%((ing o" &rodu't# $or% )it/ t/% /%(& o" #tor% (oa(t1 a# $an o" t/% 'u#to$%r# ar%
(oa( )it/ t/% *i,,argi $otor#
-/ESTONNA*IES
D%ar #irK$ada$1
Na$%I XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
O''u&ationI XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
BABASAB PATIL Page ')
TATA MOTORS
Mo2i(%I XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
Addr%##I XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
<6 Do ou /a0% o)n TATA Motor# 0%/i'(%U

a6 Y%# 26 No
F6 W/i'/ 0%/i'(% ou /a0%U

a6 Star *u# 26 Tata Indigo
'6 TATA LP =<F d6 Tata Sa"ari
>6 Sin'% /o) (ong ou ar% u#ing t/i# 0%/i'(%5%ar6

a6 8:F 26 F:C
'6 C:A d6 $or% t/an A
C6 W/%r% did ou &ur'/a#% TATA 0%/i'(%U

a6 Sang/i TATA Motor# 26 Mani32ag Motor#

'6 */agodaa $otor# d6 #t%r(ing $otor#
76 W/ did ou &ur'/a#% "ro$ t/at #/o) roo$U
a6 On ti$% d%(i0%r 26 S%r0i'%
'6 N%ar%#t d6 A0ai(a2i(it
A6 Ho) do ou rat% t/% d%a(%r#/i& "a'i(it in Sang/i TATA $otor#U

a6 Hig/( #ati#"i%d 26 Sati#"i%d
BABASAB PATIL Page '+
TATA MOTORS
'6 Di##ati#"i%d d6 Hig/( di##ati#"i%d
%6 A0%rag%
@6 Ho) do ou rat% t/% "airn%## o" our d%a( in Sang/i TATA $otor#U
%6 A0%rag%
B6 Ho) do ou rat% our %9&%ri%n'% o" t/% #a(%# &%r#on o" Sang/i TATA $otor#U
%6 A0%rag%
8= Ho) do ou rat% t/% &ur'/a#% &ro'%## in Sang/i TATA $otor#U
%6 A0%rag%
<<6 Ho) do ou rat% t/% d%(i0%r ti$ing in Sang/i TATA $otor#U
%6 A0%rag%
<F6 Ar% ou #ati#"i%d )it/ o0%ra(( &%r"or$an'% o" Sang/i TATA $otor#U

TATA MOTORS
%6 A0%rag%
<>6 Do ou r%'o$$%nd our "ri%nd ! r%(ati0% to &ur'/a#% $otor 'ar in
Sang/i TATA $otor#U

a6 I" %#1 W/XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
26 I" no1 W/XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
<C6 An #ugg%#tion XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX

BIBI7IO;*A$"2
*e%erence Boo:8
Mar3%ting R%#%ar'/ 2 Para#ura$an
Mar3%ting R%#%ar'/ 2 Tu(( and Ha)3in#
<ebsite8
))).goog(%.'o$
))).tata$otor#.'o$
TATA MOTORS
T"AN= 2O/
BABASAB PATIL Page ''
TATA MOTORS
BABASAB PATIL Page 'A

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STUDY OF CUSTOMER PERCEPTION AND LOYALTY TOWARDS SANGHI

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