A

PROJECT REPORT
ON
PROCESS OF AUTO FINANCING
BY
BANKING SECTOR
IN
RKBK (MARUTI DEALER) PVT. LTD., DELHI
SUBMITTED TO :
DR. RAVI PANDEY
FOR THE PARTIAL FULFILLMENT OF
REQUIRMENT OF SUMMER INTERNSHIP
SUBMITTED BY
ARVIND KUMAR
(MBA 202!20")
R#$$ N#!2%%%0&0"
FMG GROUP OF INSTIUTIONS
GREATER NOIDA

1
ACKNO'LEDGEMENT
I, ARVIND KUMAR, MBA Student in FMG G(#)* O+ I,-./.)./#,- ,G(01.0(
N#/21 is highly grateful to all those ho guided !e in "o!#leting this #ro$e"t.
%irst of all, I ould li&e to #ay !y heartiest than&s to entire fa!ily of M1()./
es#e"ially M(. DINESH PUROHIT (FINANCE CONSULTANT) RKBK A).#3#4/$0-
P5.. L.2., DELHI ho #ro'ided !e su"h a onderful o##ortunity to do S)330( T(1/,/,6
and #ro'ided their 'alua(le suggestions in understanding the or& of Resear"h Pro$e"t.
)ast (ut not the least, I ould li&e to than&s all fa"ulties of FMG G(#)* O+
I,-./.)./#,,GREATER N#/21, ho ga'e !e the useful ti#s and suggestions regarding
#ro$e"t
*
+i,
PREFACE
I sin"erely (elie'e that one alays learns fro! e-#erien"e. .his #ro$e"t is a ste# toards
gaining &noledge a(out the real orld and #utting theory into #ra"ti"e.
I shall greatly loo& forard and &noledge all suggestions all this s!all ste# I ha'e ta&en.
.his #ro$e"t deals ith the #ro"ess of Auto %inan"ing (y Ban&ing Se"tor.


+ii,
/
E7ECUTIVE SUMMARY
.he #ro$e"t entitled 0PROCESS OF AUTO FINANCING BY BANKING SECTOR1 ith
regards to the dealer of Maruti Su2u&i India )td3 0R4B4 A5.6M6BI)ES ).D1 is done at
a #artial fulfill!ent of !y MBA "urri"ulu!.
Business i!#ro'e!ent of "o!#anies de#ends on good degree of "usto!er7s satisfa"tion.
Many ti!e a "usto!er en"ounters a situation in hi"h he has to ta&e de"isions regarding the
finan"e for #ur"hase of ne "ars and also to sale their #reoned "ars, "usto!ers also need
infor!ation related to the #ur"hase and sales of "ars in hi"h the staff of Maruti 8o!#any
hel# the "usto!ers.
Maruti Su2u&i India )td "o!#any redefined the ay #eo#le loo&ed at "ars, Maruti Su2u&i
,in the #ast *9 years Maruti Su2u&i has e!erged as the undis#uted leader in the auto!o(ile
industries,(ringing their "usto!ers !ore "ars ,!ore te"hnology and !ore satisfa"tion .
.oday Maruti 8o!#any gi'es its "usto!ers !any reasons to s!ile (e"ause it #ro'ides ea"h
and e'ery fa"ility to its "usto!ers at a one sho# sto#.
%ro! %inan"e to Insuran"e, fro! used "ars to genuine a""essories .:hen it
8o!es to "usto!ers "ar related needs all a "usto!er to do is to $ust "onta"t ith Maruti
nearest Dealer and they ill ta&e "are of the "usto!ers needs.
Maruti 8o!#any #ro'ides its "usto!ers all the fa"ilities and ser'i"e at one sho#. .he
"usto!ers of Maruti "an get easily folloing fa"ilities fro! their
nearest Dealer hi"h is #ro'ided (y the "o!#any ;
<<%inan"e
<<Insuran"e
<<=enuine A""essories
<<Ser'i"e or&sho#s
<<Sale and #ur"hase of #reoned "ars >.rue Value Sho#?
MSI) +Maruti Su2u&i India ) td, #ro'ide finan"ing fa"ilities to their "usto!ers. .hey ha'e
tie<u# ith different #ri'ate and go'ern!ent (an&s.
My $o( #rofile as there of a finan"ial "onsultant and I used to #ro'ide infor!ation to the
"usto!ers related to auto finan"e. I use to #ro'ide infor!ation a(out the (an&s hi"h are tie
;u# ith the dealer and the do"u!entation #ro"ess of (an&s to the "usto!ers, I also "al"ulate
the EMI of the auto finan"e for the "usto!ers to gi'e the! &noledge a(out the EMI hi"h
they ha'e to #ay after ta&ing finan"e fro! the (an&s. .he EMI de#ends on the a!ount of the
loan hi"h is ta&en (y the "usto!er for their 'ehi"les. All the infor!ation related to the
do"u!entation #ro"ess, EMI, do"u!ents hi"h are needed for loan a""ording to the (an&
and "usto!ers
are gi'en (y !e.
+iii,
@
CONTENTS
1. 8AAP.ER<1
C#3*1,8 P(#+/$0
. A. Na!e of the 8o!#any
B. Board of Dire"tor of the "o!#any
8. Introdu"tion of Maruti 8o!#any
+i, A""olades
+ii, Aead offi"e
+iii, Bran"h offi"e
+i', Mission B Vision
D. 6($e"ti'e of the 8o!#any
*. 8AAP.ER<*
A..(19./50 F01.)(0 #+ C#3*1,8
/. 8AAP.ER </
H.R. P#$/9/0-
@. 8AAP.ER <@
G#5.. P#$/9/0- R0$1.02 .# .:0 B)-/,0--
C. 8AAP.ER <C
R0-01(9: ; D050$#*30,. A,1$8-/-
D. 8AAP.ER <D
K08 S.1++
E. 8AAP.ER <E
P(#3#.0( ; B19<6(#),2
F. 8AAP.ER <F
R0-01(9: ; M0.:#2#$#68
G. 8AAP.ER <G
S)660-./#, ; R09#330,21./#,
19. 8AAP.ER <19
C#,9$)-/#,
11. 8AAP.ER <11
B/4$/#6(1*:8
1*. 8AAP.ER <1*
'#(2- #+ T:1,<-


C
+i',
D
CHAPTER = COMPANY PROFILE
(A)! N130 #+ .:0 9#3*1,8:

Maruti Su2u&i India )td
.y#e
Pu(li" +BSE MAR5.I, NSE
MAR5.I,
%ounded1GF1
>1?
AeadHuarters=urgaon, Aaryana, India
4ey #eo#le
Iagdish 4hattar, 8E6
Shin2o Na&anishi, Managing
Dire"tor
IndustryAuto!oti'e
Produ"ts8ars
Re'enueJKL*.C (illion +*99C,
E!#loyeesD,G9/
>*?
:e(site.!arutisu2u&i."o!
(B)! B#1(2 #+ D/(09.#( #+ .:0 C#3*1,8:
Maruti Su2u&i )i!ited is a Board<Managerial "o!#any. 8urrently the dire"tors on the Board
are <M
N Mr.R.8.Bharga'a, 8hair!an
N Mr.Shin2o Naganishi, Managing Dire"tor B 8hief E-e"uti'e
N Mr.4eii"hi Asai, Dire"tor
N Mr.Airofu!i Nagao, Ioint Managing Dire"tor
N Mr..suneo 6hashi, Dire"tor +Produ"tion,
N Mr.Shu$i 6ishi, Dire"tor +Mar&eting B Sales,
N Mr.6sa!u Su2u&i, Dire"tor
N Mr.D.S.Brar, Dire"tor
N Mr.A!al =anguli, Dire"tor
N Mr.Palla'i Shroff, Dire"tor
N Mr.Man'indar Singh Banga, Dire"tor


E
(C) INTRODUCTION OF MARUTI COMPANY
.he old logo of Maruti Su2u&i India )i!ited.
)ater the logo of Su2u&i Motor 8or#. as also
added to it
Maruti Su2u&i is one of IndiaOs leading auto!o(ile !anufa"turers and the !ar&et leader in
the "ar seg!ent, (oth in ter!s of 'olu!e of 'ehi"les sold and re'enue earned. 5ntil re"ently,
1F.*FP of the "o!#any as oned (y the Indian go'ern!ent, and C@.*P (y Su2u&i of
Ia#an. .he Indian go'ern!ent held an initial #u(li" offering of *CP of the "o!#any in Iune
*99/. As of May 19, *99E, =o't. of India sold its "o!#lete share to Indian finan"ial
institutions. :ith this, =o't. of India no longer has sta&e in Maruti 5dyog.
Maruti 5dyog )i!ited +M5), as esta(lished in %e(ruary 1GF1, though the a"tual
#rodu"tion "o!!en"ed in 1GF/. .hrough *99@, Maruti has #rodu"ed o'er C Million
'ehi"les. Marutis are sold in India and 'arious se'eral other "ountries, de#ending u#on
e-#ort orders. 8ars si!ilar to Marutis +(ut not !anufa"tured (y Maruti 5dyog, are sold (y
Su2u&i in Pa&istan and other South Asian "ountries.
.he "o!#any annually e-#orts !ore than /9,999 "ars and has an e-tre!ely large do!esti"
!ar&et in India selling o'er C99,999 "ars annually. Maruti F99, till *99@, as the IndiaOs
largest selling "o!#a"t "ar e'er sin"e it as laun"hed in 1GF/. More than a !illion units of
this "ar ha'e (een sold orldide so far. 8urrently, Maruti Alto to#s the sales "harts.
Due to the large nu!(er of Maruti F99s sold in the Indian !ar&et, the ter! QMarutiQ is
"o!!only used to refer to this "o!#a"t "ar !odel. .ill re"ently the ter! QMarutiQ, in
#o#ular Indian "ulture, as asso"iated to the Maruti F99 !odel.
Maruti Su2u&i India )i!ited, a su(sidiary of Su2u&i Motor 8or#oration of Ia#an, has (een
the leader of the Indian "ar !ar&et for o'er to de"ades.
It7s !anufa"turing fa"ilities are lo"ated at to fa"ilities =urgaon and Manesar south of Ne
Delhi. Maruti7s =urgaon fa"ility has an installed "a#a"ity of /C9,999 units #er annu!. .he
Manesar fa"ilities, laun"hed in %e(ruary *99E "o!#rise a 'ehi"le asse!(ly #lant ith a
"a#a"ity of 199,999 units #er year and a Diesel Engine #lant ith an annual "a#a"ity of
199,999 engines and trans!issions. Manesar and =urgaon fa"ilities ha'e a "o!(ined
"a#a(ility to #rodu"e o'er E99,999 units annually.
More than half the "ars sold in India are Maruti "ars. .he "o!#any is a su(sidiary of Su2u&i
Motor 8or#oration, Ia#an, hi"h ons C@.* #er "ent of Maruti. .he rest is oned (y the
#u(li" and finan"ial institutions. It is listed on the Bo!(ay Sto"& E-"hange and National
Sto"& E-"hange in India.
During *99E<9F, Maruti Su2u&i sold ED@,F@* "ars, of hi"h C/,9*@ ere e-#orted. In all,
o'er si- !illion Maruti "ars are on Indian roads sin"e the first "ar as rolled out on
De"e!(er 1@, 1GF/.
F
Maruti Su2u&i offers 19 !odels, ranging fro! the #eo#le7s "ar, Maruti F99, for less than Rs
*99,999 +L C999, e-<shoroo! to the #re!iu! sedan SR @ and lu-ury S5V, =rand Vitara.
Su2u&i Motor 8or#oration, the #arent "o!#any, is a glo(al leader in !ini and "o!#a"t "ars
for three de"ades. Su2u&i7s te"hni"al su#eriority lies in its a(ility to #a"& #oer and
#erfor!an"e into a "o!#a"t, lighteight engine that is "lean and fuel effi"ient.
Maruti is "learly an 0e!#loyer of "hoi"e1 for auto!oti'e engineers and young !anagers
fro! a"ross the "ountry. Nearly EC,999 #eo#le are e!#loyed dire"tly (y Maruti and its
#artners.
.he "o!#any 'ou"hes for "usto!er satisfa"tion. %or its sin"ere efforts it has (een rated +(y
"usto!ers,first in "usto!er satisfa"tion a!ong all "ar !a&ers in India for se'en years in a
ro in annual sur'ey (y I D Poer Asia Pa"ifi".
Maruti Su2u&i as (orn as a go'ern!ent "o!#any, ith Su2u&i as a !inor #artner, to !a&e
a #eo#le7s "ar for !iddle "lass India. 6'er the years, the #rodu"t range has idened,
onershi# has "hanged hands and the "usto!er has e'ol'ed. :hat re!ains un"hanged, then
and no, is Maruti7s !ission to !otorise India.
(1)! MARUTI COMPANIES ACCOLADES =
200% I,2/1 C)-.#30( S1./-+19./#, I,20> A?1(2 M
.he (iggest dra e'en this year as the aard for highest Auto!oti'e 8usto!er
Satisfa"tion Inde-. Maruti Su2u&i s"ored the highest in "usto!er satisfa"tion inde- for the
eighth "onse"uti'e year.
200%! I,2/1 A).#3#./50 P0(+#(31,90, E>09)./#, 1,2 L18#). S.)28 (APEAL) A?1(2 M
.hree #o#ular "ars na!ely Maruti Sen Estilo, Maruti Sift and Maruti SR@ al&ed aay
ith the APEA) aards in their res#e"ti'e "ategories.
200% I,2/1 I,/./1$ Q)1$/.8 S.)28M
In the Initial Tuality Study, Maruti Sift al&ed aay ith the highest ITS in the Pre!iu!
8o!#a"t "ar seg!ent.
O.:0( 91.06#(/0-
I, SSI + Sales Satisfa"tion Inde-, hi"h e'aluates "usto!er satisfa"tion at the #oint of
#ur"hase< :e #osted a hat<tri"& ith three "onse"uti'e ins in *99@<9D.
I, APEAL +Auto!oti'e Perfor!an"e E-e"ution )ayout Aard,< 6ur "ars :agon R and
Alto s"ored the highest, for se"ond 8onse"uti'e year, for the year *99D.
I, IQS +Initial Tuality Study,< Sen + the old !odel, s"ored the highest folloed (y :agon
R and Alto in their res#e"ti'e year *99D.

G
(4)! HEAD OFFICE
S09(0.1(/1$ O++/90 .: F$##(, J0051, P(1<1-: B)/$2/,6,
2@,K1-.)(41 G1,2:/ M1(6.
N0? D0$:/ ! 000
D0$:/ ! I,2/1
P:#,0 : 2&&AB& (E>..&2&)
F1> : 2&&B%@"
E31/$ : -:1(31.(1C005D31()./.9#./,
I,.0(,0. : N.A.


(9)! BRANCH OFFICE
Maruti 8o!#any has !any Bran"h 6ffi"es in the hole "ountry to ser'e their "usto!ers
hi"h are in the folloing areasM
(1)! :est 5P, 5ttara&hand ,Delhi,=urgaon,Noida,=a2ia(ad,Rerai,Mahendragarh.
(4)! Pun$a(,8handigarh,Ia!!uB4ash!ir.
(9)! Part of 5P and 5ttara&and.
(2)! Aaryana , Ai!an"hal Pradesh.
(0)! 6rrisa ,:est Bengal,Si&&i!,And!anBNi"o(ar.
(+)! Bihar ,8hattisgarh,Ihar&hand.
(6)! Arunan"hal Pradesh ,Assa!,Mani#ur,Meghalaya,Mi2ora!,Nagaland,.ri#ura.
(:)! Madhaya Pradesh.
(/)! Mu!(ai,Na'i Mu!(ai,.hane B =oa.
(C)! Rest of Maharastra.
(<)! =u$rat.
($)! Ra$asthan.
(3)!.a!il Nadu,Pondi"hery.
(,)! 4arnata&a.
(#)! 4erala.
(*)! Andra Pradesh.
19

(2)! VISSION ; MISSION STATEMENT
O)( V/-/#,:
.he )eader in Indian Auto!o(ile Industry, "reating "usto!er delight and shareholder7s
ealth3 a #ride of India.
M/--/#, S.1.030,.:
+i, Pro'ide su#erior #rodu"ts and ser'i"es to our "usto!ers and !aintain !ar&et
leadershi#.
+ii, E'ol'e as an institution that ser'es the (est interest of all sta&eholders.
+iii, Pursue e-"ellen"e through total Huality !anage!ent.
+i', Ensures the highest standards of ethi"s and integrity in all our a"tion.
(D)!O4C09./50- #+ M1()./ C#3*1,8:
.he o($e"ti'es of Maruti Su2u&i India )td hi"h are gi'en in their Me!orandu! of
Asso"iation areM
. U.o a"Huire and ta&e o'er fro! =oI the right, title, and interest in relation to the
underta&ings of Maruti )td. As #ro'ided for in the a##ro#riate ena"t!ent of =oI together
ith the lia(ilities of =oI so far as they are
realated to the 5nderta&ings of the 8o!#any.
2. .o "arry on the (usiness of !anufa"turers of, and dealers in, auto!o(iles, !otor"ars,
lorries, (uses, 'ans,!oter"y"les, "y"le<"ars, !otor, s"ooters, "arriages, a!#hi(ious 'ehi"les,
and 'ehi"les suita(le for #ro#ulsion on
land, sea, or in the air or in any "o!(ination thereof and 'ehi"les of all des"ri#tions +all
hereinafter "o!#rised in the ter! 0!otor and other things1,, hether #ro#elled or assisted
(y !eans of #etrol, diesel, s#irit, stea!, gas,
ele"tri"al, ani!al, or other #oer, and of internal "o!(ustion and other engines, "hassis<
(odies and other "o!#onents, #arts and a""essories and all !a"hinery, i!#le!ents, utensils,
a##lian"es, a##aratus, lu(ri"ants, "e!ents, solutions ena!els and all things "a#a(le of (eing
used for, in, or in "onne"tion ith !anufa"ture, !aintenan"e, and or&ing of !otors and
other things or in the "onstru"tion of any tra"& or surfa"e ada#ted for the use thereof.
&. U.o "arry on the (usiness of garage &ee#ers and su##liers of and dealers in #etrol,
ele"tri"ity and other !oti'e #oer for !otors and other things.
".U .o "arry on in the (usiness of iron founders, !e"hani"al engineers, and !anufa"turers of
!a"hinery, tool !a&ers, (rass founders, !etal or&ers, (oiler !a&ers, !ill rights,
!a"hinists, iron and steel "on'erters, s!iths,ood or&ers, (uilders, ele"tro#laters,
"hro!iu! #laters, la"Huerers, ena!ellers, #ainters, !etallurgists, ele"tri"al engineers, and
#rinters and to "arry on any (ran"h of !anufa"turing and engineering (usiness.

11

MULE- P(/,9/*1$ O4C09./50-
As the leading #layer in the s!all "ar seg!ent of the Indian !ar&et, they ha'e the folloing
#rin"i#al o($e"ti'esM
.o e-#and the si2e of the Indian !ar&et for s!all "ars (y strengthening and e-#anding
the dealer netor& and !a&ing auto!o(ile finan"ing a'aila(le at "o!#etiti'e rates
.o strengthen their leadershi# #osition in the s!all "ar seg!ent of Indian !ar&et3 and
.o "ontinue to (en"h!ar& the!sel'es against i!#ro'ing glo(al !anufa"turing,
!ar&eting and other #ra"ti"es and standards, stri'e to in"rease "usto!er satisfa"tion
through Huality #rodu"ts and ne
initiati'e, and #ro!ote the finan"ial strength of their sale netor&.
1. Moderni2ation of the Indian Auto!o(ile Industry
*. Produ"tion of fuel<effi"ient 'ehi"les to "onser'e s"ar"e resour"es
/. Produ"tion of large nu!(er of !otor 'ehi"les hi"h as ne"essary for e"ono!i"
groth Maruti 5dyog )i!ited is the largest #assenger "ar !anufa"turer in India
ith an annual "a#a"ity of @E9,999 "ars. .urno'er of L*.* (illion and ith an
in"redi(le a(ility to rollout a "ar in @C !in.
@. E-#orting 8ars to 'arious "ountries
C. Single S#ares Distri(ution 8enter for the entire "ountry< Annual s#ares turno'er
of L1/9 !illion
D. Aea'y In(ound and 6ut(ound !aterial flo
E. In<house de'elo#ed ERP Syste!
F. Dedi"ated Syste!s Maintenan"e De#tt.
MULE- C#3*0././50 S.(0,6.:-
E-#ertise in s!all "ar te"hnology. As a su(sidiary of Su2u&i, they ha'e a""ess to
glo(ally res#e"ted te"hnology in the s!all "ar seg!ent. .hey ha'e the ad'antage of
Su2u&i7s e-#ertise in all as#e"ts of s!all "ar te"hnology and design, ith res#e"t to
their #rodu"ts, !anufa"turing #ro"esses and (usiness #ra"ti"es, the de'elo#!ent of
their su##ly "hain and the training of #ersonnel.
E-tensi'e #rodu"t #ortfolio. .heir di'erse #rodu"t range in"ludes "ars in seg!ents A, B
and 8, and utility 'ehi"les.. .hey are the !a$or !anufa"turer of "ars in seg!ent A
+#ri"ed (elo Rs./99,999,. .he Maruti F99 has (een the largest selling "ar in India for
se'eral years, and still "ontinues to ha'e the 'eryhigh sales 'olu!es. .hey also
!anufa"turer three distin"t !odels, the Sen, the Alto and the :agonR, in seg!ent B
+#ri"ed (eteen Rs. /99,999 and Rs.C99,999,. .heir do!inan"e in seg!ent A and
e-tensi'e #rodu"t range in seg!ent B ena(les the! to offer the "usto!er a ider "hoi"e
in the s!all "ar seg!ent than any of their "o!#etitors. In addition, the a(sen"e of any
!a$or !anufa"turers in seg!ent A gi'es their dealers greater fle-i(ility in #ro!oting
!odels in seg!ent B.
Tuality #rodu"ts. In No'e!(er *991, M5) as one of the first auto!o(ile
1*
!anufa"turers in the orld to re"ei'e the IS6 G991M*999 "ertifi"ation.
.hey (en"h!ar& their #rodu"ts against international Huality standards. .hey e-#ort
heir #rodu"ts to a##ro-i!ately E9 "ountries, hi"h are !anufa"tured using the sa!e
asse!(ly line as that for the do!esti" !ar&et.
E-tensi'e sales and ser'i"e netor&.
MARUTI SUFUKI INDIA LTD (/, #,0 5/0?) =
)ogo of Maruti <<<
In"or#orated <<< %e(ruary 1GF1
%oreign #artner <<< Su2u&i Motors of Ia#an
Ioint 'enture agree!ent <<< 6"to(er 1GF*
EHuity Stru"ture <<< C@.*P, Su2u&i, Ia#an, (alan"e ith
the other finan"ial institutions.
Sales +No of "ars, <<< ED@,F@* in"luding C/,9*@ e-#orts.
%inan"ial year *99E<9F
Sales +Net of e-"ise, <<< INR< 1EFD9/ Million
%inan"ial year *99E<9F Yen< @@G Billion
L < @.C1* Billion
Profit after ta- <<< INR ; 1E/9F Million
%inan"ial year *99E<9F
E!#loyee strength <<< E9G9 of finan"ial year *99E<9F
%a"ilities <<< =urgaonM / 'ehi"le asse!(ly #lants
ManesarM 1 'ehi"le asse!(ly #lant.
Aead offi"e in Ne Delhi.
Regional offi"esM 1D
Diesel Poertrain Plant <<< Su2u&i Poerstrain India )i!ited +SPI),.
Ioint 'enture E9P eHuity the rest is ith
Maruti Su2u&i India )td. =lo(al hu( for
Diesel engines and trans!issions.
Ioint Venture <<< 1C $oint 'enture "o!#anies, in"luding
1/
Su2u&i Poer Su##ly.

Su(sidiary 8o!#anies <<< .rue ValueM for sales and #ur"hase of Preoned "ars.
Maruti Insuran"eM for the insuran"e of Maruti 'ehi"les.
Maruti %inan"eM for finan"ing Maruti Vehi"le.
Produ"t Portfolio <<< 11 Models ith around 199 'ariants in"ludingM
Maruti F99 ,6!ni , Alto , :agonR Sift ,Sen
=y#sy , D2ire , Versa , S-@ , =rand 'itara.
Pro#osed In'est!ent <<< INR ; G999 "rores i.e.
*919 INR ; G9 Billion
Yen < *CE Billion
+1LV @9 Rs.,
Netor& Rea"h
finan"ial year <<< Sales D99 outlets "o'ering /G/ "ities.
Ser'i"e *D*F or&sho#s "o'ering 1**9 "ities.
Preoned 8ar Sales *DD "o'ering 1DD "ities.
S0630,. 1,2 B(1,2-
Produ"ts Brands
Motor"y"les S#ort(i&e
Aaya(usa 1/99 )i!ited
Aaya(usa 1/99
=SR<R1999
=SR<REC9 *9th
Anni'ersary
=SR<REC9
=SR<RD99 *9th
Anni'ersary
=SR<RD99
SV1999S
SVDC9S
SVDC9
4atana EC9
4atana D99
=SC99%
8ruiser
Boule'ard M19GR
Boule'ard MC9
Boule'ard MC9 )i!ited
Boule'ard 8G9
Boule'ard 8G9 Bla"&
Boule'ard 8G9.
Boule'ard 8C9
Boule'ard 8C9 Bla"&
Boule'ard 8C9.
Boule'ard SF/
Boule'ard SC9
Boule'ard S@9
1@
.ouring
Boule'ard 8G9. Boule'ard 8C9.
Moto"ross
RM<S@C9 8ar!i"hael
Re#li"a
RM<S@C9
RM*C9
RM<S*C9
RM1*C
RMFC)
RMFC
Standard
=S*C9
SV1999S
SVDC9S
SVDC9
Su2u&i Aeat
V<Stro! 1999
V<Stro! DC9 ABS
V<Stro! DC9
Su2u&i Seus
DualS#ort
SV1999S
SVDC9S
SVDC9
V<Stro! 1999
V<Stro! DC9 ABS
V<Stro! DC9
V<Stro! 1999
V<Stro! DC9 ABS
V<Stro! DC9
DRDC9SE
DR<S@99S
DR<S@99SM
DR*99SE
Su#er!oto
DR<S@99SM
6ff Road
DR<S@99E
DR<S*C9
DR<S1*C)
DR<S1*C
IRC9
4ids
DR<S1*C)
DR<S1*C
RMFC)
RMFC
1C
CHAPTER!2 ATTRACTIVE FEATURES OF THE
COMPANY
Maruti Su&i India )td 8o!#any is a $oint 'enture of Maruti 5dyog )td of India and Su2u&i
Motors of Ia#an.Maruti "o!#any #ro'ide !any attra"ti'e features and after sales ser'i"es to
their "usto!er. .he attra"ti'e feature of the "o!#any is the after sales ser'i"e hi"h is
#ro'ided (y the "o!#any to the "usto!ers. Maruti "o!#any #ro'ide !any ser'i"es to their
"usto!ers hi"h are M
+a, Sales and Ser'i"es
+(, Maruti =enuine Parts
+", Maruti %inan"e
+d, Maruti Insuran"e
+e, Maruti .rue Value
+f, Maruti Dri'ing S"hool
+g, Maruti Auto 8ard
+h, Maruti Dil Se
+i, E-tended :arranty
+$, Rea"hing to their "usto!ers
(1)!M1()./ S1$0- 1,2 S0(5/90-
.he Maruti Dealershi#s are the !ost 'isi(le
#arts of "usto!er fo"us. Right fro! the ay
a #ros#e"ti'e "usto!er is el"o!ed to the
dealershi# to the entire (uying e-#erien"e
and the ser'i"e e-#erien"e, "usto!ers feel
'ery Oin'itedO.
Its hat !a&es "usto!ers loyal to Maruti
"ars too. Al!ost C9P of our ne "ar
"usto!ers are e-isting "usto!ers. Al!ost
G9P #eo#le ho trade in their used "ars
through OMaruti .rue ValueO, finally (uy a
ne Maruti.
1D
%or Maruti,"usto!er fo"us is 'ery i!#ortant, a!#ly e'ident fro! the fa"t that O8usto!er
6(sessionO is our first "ore 'alue. :e ha'e (een "hosen (y "usto!ers as the (est "ar
!anufa"turer in ter!s of "usto!er satisfa"tion se'en years in a ro in the #restigious I D
Poer sur'ey.
'/20 (1,60 #+ 91(-
:e offer 11 !odels and o'er 199 'ariants, ranging fro! the #eo#leOs "ar, Maruti F99, for less
than Rs *99,999 +L C999, e-<shoroo! to the #re!iu! sedan SR @ and lu-ury S5V, =rand
Vitara.
T:0 C#3*$0.0 C1( E>*0(/0,90
Maruti goes ahead to gi'e the "usto!er a "o!#lete "ar e-#erien"e < a solution to ha'e all
auto needs under a single roof. Allied ser'i"es li&e %inan"e +Maruti %inan"e,, Insuran"e
+Maruti Insuran"e, and sale, #ur"hase and trade<in of #re oned "ars +.rue Value, hel#
"usto!ers ha'e a hasslefree onershi# e-#erien"e.
N0.?#(<
:e ha'e a nationide foot#rint in o'er 11E* "ities in India and e-#ort to o'er 199 "ountries
a"ross the glo(e.
As the Indian e"ono!y shifts to higher gear, e (elie'e that !a-i!u! rea"h is a 'ery
i!#ortant fa"tor. In the last year, e ha'e also rea"hed to ne "usto!er seg!ents through
the NRI < Dil Se Progra!. Another seg!ent that e targeted as the rural seg!ent through
the Pan"hayat s"he!e.
S0(5/90
Ser'i"e Tuality standards ha'e (een one of the !ost i!#ortant 4ai2ens folloed at the
or&sho#s. Maruti Su2u&i has (een ay ahead of the industry a'erage and has (een ran&ed
No.1 in the ID Poer 8usto!er Satisfa"tion Inde- se'en ti!es in a ro.
S*09/1$ S0(5/90 /,/./1./50- +#( ?#30, 9)-.#30(-
Maruti offers a s#e"ial ser'i"e initiati'e to o!en, (y #i"&ing u# the "ar for ser'i"e and
dro##ing it off on"e "o!#leted. .his is s#e"ially hel#ful to or&ing o!en ho need !ore
ti!e and "o!es in as a great ser'i"e. .his as a result of one of the "o!!uni"ation !eetings
hen the suggestion as #ut forard and i!!ediately rolled out.
1E
(4)!M1()./ G0,)/,0 P1(.-
Maruti Su2u&i =enuine #arts are #ri"ed 'ery "o!#etiti'ely and offer a "usto!er (est 'alue
for !oney and Huality. Ea"h #rodu"t goes through a series of rigorous Huality !easures and
rea"hes a "usto!er at its (est. Many of these ite!s are
i!#orted fro! Su2u&i, Ia#an.
Maruti =enuine A""essories +M=A, offer high Huality
a""essories at "o!#etiti'e #ri"es. E'ery M=A ite! has
#erfe"t !e"hani"al and ele"tri"al "o!#ati(ility ith the
'ehi"le and offers you un!at"hed #erfor!an"e.
ITEM !!!! THE MGA ADVANTAGE
Alloy :heel <<<< Perfe"t Mat"h ith 'ehi"le. Safe and relia(le. Virgin Alu!iniu! fro! IS6
"ertified sour"es. 199P R<Ray tested. Enduran"e tested. E-"ellent
finish. Better "ooling. Better Bra&ing effi"ien"y.
Body 8o'er <<<< Aigh Tuality i!#orted %a(ri". :ater<resistant. 1<Year :arranty. 5V Ray
#rote"tion +5V rays "ause #aint fading,. Very light and easily handled.
Mat"hes (ody #rofile #erfe"tly. 8la!# !e"hanis!. 8o!es in
"on'enient "arry (ag.
8ar#ets <<<< I!#orted !aterials used. Perfe"tly fits the "ontour of 'ehi"le floor.
Attra"ti'e designs, !at"hing the interior. 6dour free.%ire resistant.
%ully :asha(le. Anti Sli# !e"hanis! to #re'ent sli##ing on floor.
S#e"ial thread interlo"&ing. Dust a(sor(ing. Reinfor"ed "ushioning at
dri'ers area to #re'ent (alding.
Door Visors <<<< Perfe"t fit ith 'ehi"le #rofile. 5niHue atta"h!ent #ro'ided for strong fit.
Su2u&i +Ia#an, #rodu"t. :eather#roof. 6ffers #rote"tion fro! sun<
rain. )ong lasting and unli&e other 'isors, do not (e"o!e (rittle or
"ra"&.
%og )a!#s <<<< 8o!es ith "o!#lete ele"tri" iring, #rote"tion relay, sit"h and la!#s.
Ele"tri"ally "o!#ati(le ith the 'ehi"le ele"tri"al syste!s, therefore
#erfe"tly safe for the 'ehi"le. No need to "ut W s#li"e original 'ehi"le
ires, "li#<on !e"hanis!. Perfe"t fit !e"hani"ally. .ested for long
distan"e 'isi(ility. Bea! ad$ust!ent s"res
Mud %la#s <<<< Made fro! high Huality 'irgin !aterial. %le-i(le and ear resistant.
Mat"hes #rofile of the (u!#er #erfe"tly. Best Aestheti"s.
So#histi"ated design. A(sor(s i!#a"ts +thus #rote"ting (u!#er,if !ud
fla#s hit any s#eed (rea&er W #othole. Aeat 8y"le and 5V Ray tested.
8o!#lete #rote"tion fro! !ud s#lash.
1F
Ru((er B Designer <<<< MatsMade fro! high Huality 'irgin !aterial. Perfe"t fit on the
'ehi"le floor. :ear resistant, dura(le and "ra"& #roof. 6dour free.
Anti<sli# design to resist sli##age on floor. Aeat 8y"le and 5V Ray
tested. En'iron!ent friendly. 62one "o!#lian"e. PV8 QDesignerQ
Mats in attra"ti'e !ulti "olours are also a'aila(le. .hese are
!anufa"tured through a s#e"ial i!#orted #ro"ess.
Stereo Syste! <<<< Ele"tri"ally "o!#ati(le ith 'ehi"le ele"tri"al syste!, therefore
#erfe"tly safe for the 'ehi"le. No "utting W s#li"ing of original iring
on 'ehi"le needed +"la!#<on syste!,. Aigh Tuality sound and ide
features. Easy installation. .ested o'er C9,999 4!s. Dura(le.
A##ro'ed (y Su2u&i, Ia#an. Aigh Tuality s#ea&ers B antenna.
Se"urity Syste! <<<< Many Ad'an"ed %eatures fro! "o!#lete 'ehi"le #rote"tion.
Ele"tri"ally "o!#ati(le ith 'ehi"le ele"tri"al syste!, therefore
#erfe"tly safe for the 'ehi"le. No "utting W s#li"ing of original
iring on 'ehi"le needed +"la!#<on syste!,. /<Years :arranty.
S#oilers <<<< Designed (y e-#erts to #erfe"tly !at"h the 'ehi"le #rofile. =i'es the (est
aerodyna!i" and s#orty loo&. Best fit. S#e"ial high strength and
lo eight !aterials used. If light #ro'ided, the ele"tri"als are
#erfe"tly "o!#ati(le ith the 'ehi"le ele"tri"al syste!s. E-"ellent
surfa"e finish.
Seat 8o'ers <<<< )eather Seat 8o'ers are !ade fro! genuine Italian seat "o'ers. In %a(ri"
Seat "o'ers, the (est Huality fa(ri" used. Aigh le'els of
"rafts!anshi#. Perfe"t fit and finish. Mat"hes interiors. A(rasion
tested. Sa!e Huality as those fitted fro! fa"tory.
8ar 8areProdu"ts <<<< Body PolishM+#rote"ts #aint, re!o'es dirt, et",. =lass 8leanerM+"leans
indshield, re!o'es stains,. Sha!#ooM +re!o'es grease, stains,
et"3 #rote"ts #aint,. .yre PolishM +#rote"ts tyre, &ee#s tyre "lean,.
5#holstery "leaner +"leans B #rote"ts "ar interior u#holstery,.
Dash(oard Shiner +&ee#s dash(oard s#ar&ling "lean and does not
attra"t dust,
6thers <<<< Besides these there are a host of other a""essories. :arning Bu22er
Asse!(ly arns a dri'er hen the door is o#en and re!inds hi! to
fi- the seat (elt. .here are high Huality rear #ar"el tray !ade of
reinfor"ed PP, M=A Aeater &its, Shining =old E!(le!s, Different
%ragran"e of Perfu!es, Siss ar!y &ni'es B lot !ore.
(9)!M1()./ F/,1,90
1G

:e forayed in Maruti %inan"e ay (a"& in *99* in line of our 'ision of #ro'iding enhan"ed
ser'i"es and "on'enien"es to our "usto!ers.
)eading "o!#anies in auto<finan"e #artnered ith us in this 'enture ith a !ission to offer
"on'enien"e, trans#aren"y and 'alue for !oney to our "usto!ers.
Maruti %inan"e is one of the auto related ser'i"e (usinesses that e entered to #ro'ide
"o!#lete !o(ility<related solutions to our "usto!ers. .hese (usinesses ha'e hel#ed us
strengthen our relationshi# ith our "usto!er.
B0,0+/.- +#( .:0 C)-.#30(
T(1,-*1(0,98 1,2 C#,50,/0,90:
.hrough this initiati'e our dealershi#s ser'e as one<sto# sho#s for "usto!ers. .he "ar
finan"e is offered at a trans#arent rate of interest, and sa'es "usto!ers the "ost and
in"on'enien"e in'ol'ed in sear"hing for the Q(est dealQ in the !ar&et.
I,.0(0-. R1.0:
Des#ite in"reasing interest rates our offer rates ha'e (een "o!#etiti'e (e"ause e ere a(le
to (ring together "ountryOs leading auto finan"e "o!#anies under a single u!(rella.
'/20( (019::
In addition, e ha'e (een a(le to offer "on'enient finan"e o#tions e'en in u#"ountry areas
here there is li!ited a'aila(ility of organi2ed finan"e. Besides, it has hel#ed us rea"h ider
range of "usto!er #rofiles.
A22/./#,1$ -0(5/90-:
8usto!ers a'ailing of loans fro! Maruti %inan"e ill ha'e the o#tion of se"uring additional
finan"e for #ur"hase of e-tended arranty on their "ars for u#to four years. It ill also
#ro'ide loan Qto# u#sQ to ne "ar "usto!ers for "ar insuran"e and #ur"hase of Maruti
=enuine A""essories.
*9
(2) M1()./ I,-)(1,90
In line ith our 'ision of #ro'iding enhan"ed ser'i"es and
"on'enien"es to our "usto!ers e 'entured in the Maruti Insuran"e
(usiness, so!eti!e in *99* along ith our other (usinesses li&e Maruti %inan"e and Maruti
.rue Value.
6ur studies indi"ated that "usto!ers are loo&ing for insuran"e #rodu"ts that #ro'ide the!
su##ort, "o!fort and "on'enien"e, !ore so after their 'ehi"le has !et ith an a""ident.
5nfortunately, !ost of these attri(utes ere !issing in the !ar&et for "ar insuran"e. Maruti
Insuran"e as laun"hed to fill this ga#.
%or this initiati'e, e ha'e set u# insuran"e distri(ution su(sidiaries, Maruti Insuran"e
Distri(utors Ser'i"es +MIDS, and Maruti Insuran"e Bro&ers )i!ited +MIB), in our
dealershi#s.
6ur su(sidiaries ha'e tied u# ith leading general insuran"e "o!#anies of the "ountry as
their li"ensed "or#orate agents. :hile MIDS has #artnered ith Ba$a$ Allian2 =eneral
Insuran"e 8o!#any, MIB) ill or& ith National Insuran"e 8o!#any )i!ited.
6'erall, our initiat'e in the for! of Maruti Insuran"e #ro!ises to (e a hassle free and
"on'enient ser'i"e for Maruti "usto!ers.
O,!$/,0 M#.#( I,-)(1,90 (0,0?1$
Re"ently, e introdu"ed the Oonline !otor<insuran"e renealO syste!. Again, gi'ing
fle-i(ility and !a&ing their transa"tions hassle free, trans#arent and "on'enient, Maruti has
ta&en a (ig lea# toards "usto!er satisfa"tion.
8usto!ers "an no rene their "ar insuran"e instantly, on the internet hile #aying
ele"troni"ally through "redit or de(it "ard.
(0)!M1()./ T()0 V1$)0

.he ne-t ti!e you thin& of (uying a ne "ar and do not &no hat to do ith your old "ar
thin& of our O.rue ValueO ser'i"e.
*1
.rue Value is the (rand na!e of our (usiness of #re<oned "ars. 6ur foray in #re<oned "ar
(usiness as one of the i!#ortant initiati'es underta&en to e-tend our relationshi# ith the
"usto!er during the entire onershi# "y"le.
:e felt that (y offering a #latfor!, hi"h is "on'enient, and trans#arent e ill a(le to one
e-#and the fa!ily of Maruti "usto!ers, to #ro'ide reassuran"e to e-isting Maruti
"usto!ers a(out dis#osal of their "ars and finally reinfor"e MarutiOs i!age of a relia(le and
trustorthy "o!#any.
ONo one &nos your Maruti "ar (etter than MarutiO < (ased on this #re!ise, e "hannelise
our e-#ertise to ensure that transa"tions in #re oned "ars are trans#arent and fair.
.he su""ess of this (usiness relies on a trans#arent and fair e'aluation #ro"ess. :e try to
ensure that through our #ro"esses and syste!s the seller gets the right #ri"e and is #aid
#ro!#tly.
8ars (ought under Maruti .rue Value are ta&en to our state<of<the<art or&sho#s. 5sing
Maruti =enuine Parts, s&illed te"hni"ians refur(ish the! for resale under the Maruti .rue
Value (rand.8on'enient finan"e o#tions are also offered to (uyers of Maruti .rue Value "ars.
(+)!M1()./ D(/5/,6 S9:##$
:hile the "hallenge of road safety is giganti",
e at Maruti Su2u&i (elie'e that as the !ar&et leader e should underta&e initiati'es that
"ould a"t as "atalysts for other organi2ations.In line ith that, e are !anaging to ID.Rs
+Institute of Dri'ing .raining and Resear"h, and another /@ Maruti Dri'ing S"hools in
"olla(oration ith our dealers to in"ul"ate safe dri'ing ha(its in #eo#le.
.he Maruti Dri'ing S"hools are eHui##ed ith the orld "lass, state of the art dri'ing
si!ulators. 6'er *1,999 #eo#le ha'e (een trained so far.
T:0 C)((/9)$)3
.he dri'ing training !odules are as #er international standards and in"lude (oth theory and
#ra"ti"al. Diffi"ult dri'ing situations su"h as fog, u#hill terrain, rain and night dri'ing is
si!ulated on the si!ulators to gi'e learners a first hand a""ount of the de!anding eather
"onditions. .hey are then ta&en for a"tual dri'ing on road.
.his ri"h !i- of theory and #ra"ti"al gi'es learners a "riti"al insight into the reHuired dri'ing
s&ills. In addition, the learners are also gi'en te"hni"al training li&e "hanging flat tyre and
handling !inor snags and re#airs in the 'ehi"le. S#e"ial session are organi2ed for learners on
traffi" rules, regulations and signageOs.
Most i!#ortantly, the training lays great e!#hasis on de'elo#ing right attitude for safe
dri'ing and road safety a!ong learners.
%or the "on'enien"e of o!en learners, there are lady instru"tors at MDS.
**
T:0 P(#+/$0 #+ .:0 .(1/,00-
It is interesting to note that as !any as C/P of those "o!ing to learn dri'ing in these s"hools
are o!en learners.
Road Safety as a su($e"t is too 'ast and di'erse and reHuires an integrated a##roa"h of
=o'ern!ent, 8or#orates and 8i'il So"iety. As e do our (it, e loo& forard to others in
$oining us in our Road Safety !ission.
(6)!M1()./ A).# C1(2

Maruti7s Auto 8ard )oyalty "u! Reards Progra!!e
.o (enefit e-isting and ne Maruti Su2u&i "usto!ers, e rolled
out a first of its &ind O)oyalty "u! Reards Progra!!eO in early
*99D.
.hrough this #rogra!!e, our "ar oners "an easily earn as !any
as *9,999 Auto#oints in four years. 6ne Auto#oint is 'alued at 6ne
Ru#ee. .his Rs *9,999 "an (e used for additional dis"ount (y the
"usto!er hile #ur"hasing the ne-t Maruti Su2u&i "ar.
Alternati'ely, the a""u!ulated #oints "an (e instantly redee!ed (y "usto!ers hen they get
their "ar ser'i"ed at Maruti Su2u&i or&sho#s or hile #ur"hasing a Maruti =enuine
A""essory orth eHui'alent a!ount.
.he #rogra! is Huite uniHue in ter!s of the fo"us on Maruti Su2u&i "ar "usto!ers, and the
te"hnology de#loyed to offer fle-i(ility to "usto!ers. .he loyalty "u! reards #rogra!!e
ill (e o#erated through a Maruti Su2u&i Auto"ard hi"h ill (e offered to Maruti Su2u&i
"ar oners ho "hoose to enrol in the #rogra!!e. A "o!(ination of "hi# (ased "ard
te"hnology, state<of<the<art Point of Sale Si#e .er!inal and I. hardare has (een used to
!a&e the #rogra! user<friendly.
6ur #artners in this initiati'e are 8iti(an&, #art of 8itigrou#, the orldOs largest and !ost
di'ersified #ro'ider of %inan"ial Ser'i"es and Indian 6il 8or#oration, the largest "o!!er"ial
enter#rise in the "ountry and a leader in the #etroleu! retailing (usiness in India.
.he #rogra!!e reards Maruti Su2u&i "ar oners for all their s#ends at Maruti outlets,
Indian6il fuel outlets and for life style s#end as the Maruti Su2u&i Auto"ard "an (e used as
an international "redit "ard.
Besides e-#enditure on "ar !aintenan"e, e'en a Sunday night !eal out or a sho##ing tri#
"an "ontri(ute to !a&ing the "usto!erOs ne-t Maruti Su2u&i "ar a hole lot "hea#er.
.he "usto!er has the o#tion to "arry o'er the #oints for rede!#tion against e-"hange +trade<
in, of his "ar for a ne Maruti Su2u&i "ar. In addition to auto#oints earned (y "usto!ers,
*/
Maruti and its dealers ill #ro'ide attra"ti'e e-"hange loyalty (onus (ased on regular
ser'i"ing and age of "ar at the ti!e of e-"hange.
(:)!M1()./ D/$ S0
6ur Dil Se #rogra! has (een s#e"ially tailored for Indians
residing a(road. It hel#s the! "on'eniently gift a Maruti "ar to
friends and relati'es residing in India< all at the "li"& of a
!ouse.
:e laun"hed Dil Se in Iuly *99D. 6ne of our e!#loyee ga'e this suggestion in an e!#loyee
"o!!uni"ation for!.
Dil Se is Qone of our uniHueQ initiati'es to strengthen our relationshi# ith Indians staying
o'erseas.
5nder this #rogra! an NRI "an gift a "ar for as lo as LGG a !onth for an Alto, #aid o'er
fi'e years. .he entire #ortal is designed to (e "on'enient and trans#arent. It allos the user
to !onitor e'ery stage of the transa"tion online under Dil Se < right fro! "ar ordering to
deli'ery of "ar to their relati'es in India. .he e(site #ro'ides all ne"essary infor!ation on
Maruti !odels, 'ariants, "olours and on<road #ri"es.
In addition, Dil Se "o!es ith !any other (enefits. .hese in"lude a s#e"ial dis"ount, ho!e
deli'ery of "ar and on #riority, #i"& u# and dro# fa"ility during "ar ser'i"e for the first to
years, and dis"ounts on la(our "harges and "ar a""essories.
.here are a##ro-. C !illion Indian households s#read a"ross the glo(e. In addition a##ro-. /
la" Indian !igrate annually.
Dil Se is an initiati'e fro! Maruti for s#e"ifi" seg!ents of "usto!ers. So far, Maruti Su2u&i
has laun"hed s#e"ial "ar (uying s"he!es for s"hool tea"hers, e!#loyees of state go'ern!ent
de#art!ents, PS5s, insuran"e "o!#anies and students of to# engineering "olleges and
(usiness s"hools. All these s"he!es ha'e re"ei'ed a #ositi'e res#onse.
(/)!E>.0,202 '1((1,.8
E-tended arranty for u#to @ years or F9,999 &! is no #ossi(le as #art of the E-tended
:arranty s"he!e fro! Maruti. 6ne "an #ur"hase the E-tended :arranty e'en if the "ar is
"urrently "o'ered under the #ri!ary arranty.
*@

8usto!ers "an 8hoose (eteen to o#tionsM
OPTION I: E-tended :arranty for additional 1 year or u# to *9,999 4!s, hi"he'er
"o!es earlier, fro! the date of e-#iry of #ri!ary arranty.
OPTION II: E-tended :arranty for additional * years or @9,999 4!s, hi"he'er "o!es
earlier, fro! the date of e-#iry of #ri!ary arranty.
':0, .# *)(9:1-0 0>.0,202 ?1((1,.8
You "an (uy e-tended arranty at any ti!e, so long as your "ar is still under the #ri!ary
arranty. Aoe'er, #ri"es are loer if you (uy it along ith the 'ehi"le. .here are / #ri"es
sla(s for #ur"hase of e-tended arrantyM
N5#to D9 days fro! the date of sale of the ne 'ehi"le
N%ro! D1st day to /DC days of sale of ne 'ehi"le +a(out 1CP !ore,
N%ro! /DDth day to E/9 days of sale of ne 'ehi"le +a(out /9P !ore,
Please note that the e-tended arranty "an (e sold only till the 'ehi"le is still "o'ered under
#ri!ary arranty of * years or @9, 999 4!s hi"he'er is earlier.
H#? 2# 9)-.#30(- 4)8 /.G
Ma&e a #ay!ent in the dealerOs na!e at any Maruti Authorised Dealer. .he dealer ill gi'e
you an e-tended arranty (oo&et ith a "o!#uter generated "ontra"t for! #asted in it. .his
"ontra"t for! is essential for the arranty to (e 'alid. It is !andatory that the dealer endorse
in the arranty (oo&letM the effe"ti'e date and &!. +a"ti'ation re"ord for e-tended arranty,,
hen the standard arranty e-#ires after * years or @9,999 4!s hi"he'er is earlier.
+$, R019:/,6 #). .# C)-.#30(-
6ur "usto!ers ha'e rated us first in I D PoerOs 8usto!er Satisfa"tion Sur'ey for eight
"onse"uti'e years.:hen e a"hie'ed it first ti!e in *999, #eo#le ere s&e#ti"al. .hey "ould
not fatho! ho "ould a !ar&et leader li&e us !anage to &ee# ha##y su"h a 'ast and di'erse
grou# of "usto!ers.
*C
T:0 1,-?0( *0(:1*- $/0- /, #)( 1**(#19: .#?1(2- 9)-.#30( -1./-+19./#,.
Being first in a 8usto!er Satisfa"tion rating as not $ust si!#ly a(out inning an aard.
Rather, it (e"a!e our ea#on to fight and in in this "o!#etiti'e !ar&et #la"e.
H#? .:08 05#$502 .:0/( 1**(#19:G
.here as a ti!e+ in late 1GG9Os, hen e fa"ed so!e real "o!#etition ith the entry of
glo(al #layers into India.
:e ent (a"& to the (asi"sM :hat as it that the Indian "usto!er desiredX Maruti had the
right #rodu"ts for India, ones ith relia(le Huality, lo "ost, to# #erfor!an"e and so on.
:hat else "ould e offer our "usto!ersX
It as then that e de"ided to fo"us on 8usto!er Satisfa"tion. 8aring for the "usto!er,
thin&ing fro! his and her #oint of 'ie, (uilding trans#aren"y in our intera"tions, orienting
oursel'es to fa"e the "usto!erOs needs and "on"erns rather than the other ay round. If e
"ould do all that, our satisfied "usto!ers ould re"o!!end our #rodu"ts to their friends and
relati'es and the!sel'es (uy their ne-t "ar fro! us.
T:0(0 ?1- ,#.:/,6 ,0? 14#). .:/- -.(1.068H 1$$ 9#3*1,/0- -?01( 48 9)-.#30(
-1./-+19./#,.
.he "hallenge for us as to go (eyond ords and !a&e it all or&, "on'ert intention into
a"tion, translate an intangi(le !ission to tangi(le (enefits, e'ol'e fro! rando! and one<off
"usto!er (enefit gestures to a "onsistent and syste!ati" effort to satisfy the "usto!er.
'/,,/,6 409130 1 :14/.
.he ID Poer 8SI in *999 as the first endorse!ent fro! the "usto!er that e ere on
tra"&. Before that, e ere told that no !ar&et leader in any "ountry had e'er (een rated first
in 8usto!er Satisfa"tion. Mar&et leaders ha'e !any !ore "usto!ers to satisfy, and are
una(le to gi'e the! attention li&e ni"he #layers "an. In India, here Maruti had !ore than
half the !ar&et, the "hallenge as e'en greater.
After e on it on"e, the ne-t tas& as to re#eat it in *991. No !anufa"turer, e ere told
again, had e'er on it ti"e. :e (ro&e that re"ord too. .hen the hat<tri"&, four<in<a<ro,
fi'e<in<a<ro and no, a eight. In all these years, the "ar !ar&et has nearly dou(led,
"usto!er e-#e"tations ha'e !ulti#lied, nu!(er of !odels has gone u#, te"hnology has
e'ol'ed, our on dealer netor& has gron in si2e and rea"h. .he only "o!!on fa"tor
throughout has (een MarutiOs rating in I D Poer 8SI.
IM1()./ S)J)</K- #50(1$$ -.(0,6.: $/0- /, 4)/$2/,6 1, #(61,/J1./#, .:1. /- -:1(*$8
+#9)-02 #, .:0 5#/90 #+ .:0 9)-.#30(,I -1/2 M#:/. A(#(1, I,2/1 2/(09.#( 1. J.D. P#?0(
A-/1 P19/+/9. IM1()./K- 9#,-/-.0,. *0(+#(31,90 /, .:0 -.)28 #50( .:0 *1-. -050(1$ 801(-
:1- (0-)$.02 /, 1 -.0128 /,9(01-0 /, .:0 *0(90,.160 #+ /.- 9)-.#30(- ?:# -18 .:08 /,.0,2
.# (031/, $#81$ .# .:0 4(1,2.I
*D
CHAPTER ! & H R POLICIES
.his #oli"ies !anual has (een designed to #ro'ide us ith infor!ation regarding the ter!s,
"onditions, (enefits B #rogra!s that the organi2ations offers, as ell as the #oli"ies B
#ro"edures that go'ern day to day a"ti'ities and "ondu"t an organi2ations..his #oli"y
!anual a##lies to all staff !e!(ers of Maruti Su2u&i India li!ited.
HR VISION
)ead and %a"ilitate "ontinuous "hange toards organi2ational e-"ellen"e 3 "reate a learning
and 'i(rant organisation ith high sense of #ride a!ongst its !e!(ers.
(/)CULTURE BUILDING INITIATIVES SINCE INCEPTION
Ia#anese Manage!ent #hiloso#hy of .ea! S#irit
8o!!on unifor!
6#en offi"e
8o!!on 8anteen
6#en 6ffi"e ; Easy a""essi(ility, S#eedy 8o!!uni"ation and de"ision !a&ing
Morning Meetings
Morning E-er"ises
(//)!FOCUS OF EFFECTIVE MANAGENENT PROCESS
SINCE INCEPTION
N UManage!ent 8o!!ittee Meetings ; e'ery .uesday
N USingle unaffiliated 5nion
N UE-"ellent Industrial Relations s"enario ; no loss of !andays due to stri&eWlo"&out et". in
#ast C yrs.
N UMaruti 5dyog Sahyog Sa!iti ; a foru! for Non<5nionised Staff
N UDelayered 6rganisation Stru"ture :or&ers+.e"hn. W Asst.,, Su#er'isors,
E-e"uti'es, Managers
N U.o# Dri'en AR ; MD is also Dire"tor AR
N UAR7s role of a fa"ilitator
N U)ine !anagers as AR Managers
*E
N UYear of the 8usto!er ; AR Internal 8usto!er %o"us
N U%o"us on Internal B E-ternal 8usto!er
+iii,< HR INITIATIVES
UN Pre#are M5) Strategi" Business Plan<*999<*99/3 .o a"hie'e the Vision B =oal
N UI!#ro'e the #erfor!an"e A##raisal syste! < it7s #ro"ess, s&ill B usage
N UIntrodu"e a Potential A##raisal Syste!
N UI!#ro'e!ents in internal B e-ternal .raining B it7s effe"ti'e utilisation. .raining need
identifi"ation
N USyste!ati" "areer #lanning 3 Io( Rotation 3 E!#oer!ent3 Io( enri"h!ent
N UPeriodi" "o!!uni"ation !eeting at 'arious le'el3 Roll out of Vision
N URaise "ost "ons"iousness for "ost "ontrol and redu"tion
N UE-#osure on Brand Strategy to all non< !ar&eting staff
N URetention of .alent

(/5)!INDUCTION ; SUCCESSION
N U.rans#arent Re"ruit!ent B Sele"tion #ro"ess
N URe"ruit!ent on an All India Basis ; no se"toral or
region s#e"ifi"
N URe"ruit!ent of Best a'aila(le .alent in the 8ountry
Engineers ; 8AMP5S < II.sWRE8sWRor&eeWAB.I
A))<INDIA .ES.
MBAs ; IIMsWR)RI
8As < Ran& Aolders
.e"hni"ians < I.I7s di#lo!a holders after All India E-a! B A##renti"eshi# In M5)
)ateral Entry for E-#erien"ed Professionals S588ESSI6N P)ANNIN=
Potential B Perfor!an"e
Va"an"y < (ased
(5)! TRAINING ; DEVELOPMENT
Annual .raining Plan < All )e'els
.raining "usto!ised to !eet 6rganisational 6($e"ti'es
*F
.o#i"s sele"ted (ased on Vision, Values B De#art!ental %eed(a"& of 8o!#any<ide
Managers
8o!#eten"y Ma##ing to identify Indi'idual .raining Needs
.e"hni"al .raining on latest .e"hnologies a(road at SM8, Ia#an
S.R6N= %585S 6N .RAININ= INI.IA.IVES
1. Build a )earning 6rganisation
*. 8ontinuous Value Additions to Professional S&ills
/. 8usto!ised .raining
@. .raining to the #ersonnel of Business Partners
(5/)!OVERSEAS TRAINING
.raining held in "o<ordination ith SM8, Ia#an and A6.S +Asso". for 6'erseas .e"h.
S"holarshi#,+"o'ered 1D99 e!#loyees under the 'arious s"he!es,
D !onths SM8 .raining for .e"hni"ians< 6I. in SM8, Ia#an +* (at"hesWyr of C9
ea"h,
G !onths Ia'ada .raining for Press, .ool B Die S#e"ialists < Design B Maintenan"e
A6.S Managerial .raining +@<19ee&s, for Manager B a(o'e < Managerial Best
Pra"ti"es
A6.S .e"hni"al .raining +/.C to D !onths, for Su#er'isors B a(o'e < .e"hnologi"al
4noho
R B D .raining +* yrs., < Resear"h on ne .e"hnologies
(5//)!APPRAISAL ; RE'ARD
APPRAISAL
N UNe A##raisal Syste! (ased on 4RAs B .argets
N URe'ie of .argets at regular Inter'als
N UPeo#le De'elo#!ent an i!#ortant 4RA
RE'ARD
N UPro!otions (ased on Perfor!an"e
N UProdu"ti'ity B Profit<lin&ed In"enti'e S"he!es
N U.raining in"luding )ong<ter! SM8 Ia#an .rg.
N UAighest #aid or&for"e in the Industry, if not the 8ountry
(5///)!LEADERSHIP
Vision, Value B .ea! Building :or&sho#s for .o# Manage!ent
8%. +8ross %un"tional .ea!s, of Managers for Ma$or .hrust Areas
Managers sent to Ioint Ventures to u#grade their #ra"ti"es to M5) standards
*G
(/>)!CAREER DESIGN
Perfor!an"e B Potential (ased A##raisals
%ast .ra"& 6#tion for Aigh<#erfor!ers
Pro!otions after Managers Va"an"y (ased
Inter'ies for #ro!otions a(o'e Managers
Sele"tion of Su#er'isorsM
1. Perfor!an"e W Attendan"e W Dis"i#line re"ord
*. :ritten .est B Inter'ie
Io( Rotation < in"luding Inter<fun"tional
(>)!OUTSOURCING HR
Part of our )ong<ter! Strategi" Plan
8urrently .rainers hired fro! outside
(>/)!RETENTION ; EMPLOYEE 'ELFARE
N UE!#loyee :elfare
1. Residential 8olonies for E!#loyees ; 8ha&&ar#ur B Bhondsi
*. Aos#italisation Rei!(urse!ent ; on a"tuals ithout 8eiling
/. Vehi"le )oans
@. Aousehold EHui#!ent )oans
C. Aouse Building Ad'an"e
D. Annual Ad'an"e
N UM5) P% .rust ; for (etter Mgt., Ser'i"e B s#eedy redress
N Pro#osed M5) Pension S"he!e
N U)earning 6##ortunity < Ben"h!ar& in Auto .e"hnology
N UProfessional Value addition through .raining
N U6##ortunity for foreign training at SM8, Ia#an
N UIo( Rotation B Io( enri"h!ent
(>//)!EMPLOYEE ENGAGEMENT =ESOP-
Maruti 5dyog )td. E!#loyees Mutual Benefit %und S"he!e
Managed (y a 19<!e!(er .rust
%i-ed EHuity of 9.*DP
)o"&<in #eriod of / years
.ransfera(le Internally
(>///)!SUGGESTION SCHEME ; QUALITY CIRCLES
%or (etter Huality and #rodu"ti'ity
.hrough in'ol'e!ent of all e!#loyees and tea!or&
During the year 1GGG<*999 M<
1. Suggestions I!#le!ented < C*,9C@
*. 8ost Sa'ing +in "rores, < Rs. 1/1.DG 8rores
/9
/. Nu!(er of T8 =rou#s < C19
@. T8 Meetings held ; E1FG
T1(60. +#( SS ; QC +#( 2000!0:
Suggestions I!#le!ented < Prod. B VI < 1i!#l!entedWe!#loyeeW!onth
6ther areas < F.@ i!#le!entedWe!#loyeeW!onth
8ost Sa'ing Rs. 1DC "rores +*CP,in"rease for the 8o!#any
T8 Meeting < 1/ !eetingsWT8 =#.W Year
.arget < /@ !ar&s W suggestion
C#3*1,8!?/20 QC G(#)*- (B!@ 30340(- *0( 6(#)*)
Monthly T8 Meetings on the %irst :ednesday ea"h Month
8o!#any<ide T8 8o!#etitions < Best .ea! sent to SM8
MD7s lun"h ith Best T8 .ea! B Best Suggestion :inner
S5==ES.I6N MERI. EVA)5A.I6N M C )EVE)S +A to E, 8riteria < 8ost Sa'ing
+#er annu!Wone ti!e,
1. Ingenuity of Suggestion +de#th of study,
*. A##li"a(ility +in or& areaWentire #lant,
S5==ES.I6NS M Monetary Reard 8riteria < Idea
1. Efforts
*. Result M 8ost redu"tion W T I!#ro'e!ent W Produ"ti'ity I!#ro'e!ent
(>/5)!FUTURE CHALLENGES ! HR INITIATIVES
Realigning organi2ation "ulture (ased on ne 'ision B 'alues.
6($e"ti'e #erfor!an"e !anage!ent B de'elo#!ent (ased.
.rans#arent $o( rotation B $o( enri"h!ent.
Perfor!an"e lin&ed reard and re"ognition syste!.
8AREER P)ANNIN= B PR6M6.I6N P6)I8Y
Re'ised re"ruit!ent #oli"y.
8o!#eten"y !a##ing.
Strong fu"us on training initiati'es.
1. Build a learning organi2ation.
*. 8ontinuous 'alue addition to #rofessional s&ill.
/. 8usto!ised training.
@. .raining to the #erssonel of (usiness #arteners.
C. Internal "o!!uni"ation.
5nion align!ent.
E!#loyee in'ol'e!ent B #arti"i#ation.
/1
(>5)!H.R *#$/9/0- 60,0(1$$8 9#,-/-. #+:
1. :or&ing Aours
*. :or&ing (eyond offi"e hours B on holidays
/. )o"al "on'eyan"e #oli"y
@. Do!esti" tra'el #oli"y
C. International tra'el #oli"yM
1 Pri'ilege lea'e
* Si"& lea'e
/ Maternity lea'e
@ Ado#tion lea'e
C Paternity lea'e
D )ea'e ithout #ay
D. 8o!#any leased a""o!!odation
E. .ransfer Poli"y
F. Relo"ation #oli"y for ne $oinees
G. E!#loyee referral #oli"y
. '#(</,6 :#)(-:
N 8or#orate offi"eM Monday to %riday G.1C to 1E.@C hrs
N Bran"h offi"e M Monday to %riday G.1C to 1E.@C hrs
Saturday G.1C to 1/./9 hrs
'#(</,6 408#,2 #++/90 :#)(- ; #, :#$/218- : Staff !e!(ers !ay (e at ti!es reHuired to
or& (eyond offi"e hrs. in su"h "ir"u!stan"es "o!#any ill rei!(urse "ertain e-#enses as
!ention (elo M
1 :or&ing (eyond *1.99 hrs on or&ing days and
* :or&ing (eyond 1F.99 hrs on Non<or&ing daysW #u(li" holidays.
/.D#30-./9 .(150$ *#$/98: 6($e"ti'e is to arti"ulate guidelines for(usiness related tra'el
ithin India. All staff !e!(er are eligi(le for this #oli"y.
". I,.0(,1./#,1$ .(150$ *#$/98:
1 .he o($e"ti'e is to arti"ulate guidelines for international tra'el
* All staff !e!(er are eligi(le
/*
@. L0150 *#$/98:
1 .he o($e"ti'e is to arti"ulate guidelines for the staff !e!(ers to !anage their lea'e
as #er the ser'i"es regulations of the organi2ation.
* All staff !e!(ers are eligi(le for #ri'ilege lea'e.
/ All !arried o!en are eligi(le for !aternity lea'e.
@ All "onfir!ed o!en staff !e!(ers are eligi(le for ado#tion lea'e.
C All !arried !ale staff !e!(ers are eligi(le for #aternity lea'e.
D All staff !e!(ers are eligi(le for lea'e ithout #ay.
A. C#3*1,8 $01-02 199#33#21./#,:
.he o($e"ti'e is to esta(ilished for e!#loyees a'ailing the "o!#any lease (enefits.
%. T(1,-+0( *#$/98:
.he o($e"ti'e of the organi2ation !ay reHuire !o!ent of #eo#le a"ross lo"ations and
fun"tions as #er (usiness need. .he o($e"ti'e of this #ro"ess is to insure that the staff
!e!(er re"ei'es assistan"e for his !o!ent and a(le to settle don s!oothly in the ne
lo"ation.
//
CHAPTER ! " GOVT POLICIES RELATED TO THE BUSINESS
REGULATIONS AND POLICIES
=oI has o'er the years for!ulated 'arious regulations and #oli"ies for the de'elo#!ent of
the auto!o(ile industry in India.
F#(0/6, /,50-.30,. (06)$1./#,-
A ne industrial #oli"y as for!ulated in 1GG1, in order to i!#le!ent the e"ono!i" refor!s
initiated (y =oI. .he o($e"ti'e of the #oli"y as to i!#ro'e the te"hni"al "a#a(ilities and
#rodu"tion "a#a"ities of !anufa"turers in India ith !ini!u! foreign e-"hange outflo.
=oI has
sin"e alloed foreign in'est!ent in 'arious se"tors in a #hased !anner, gradually alloing
higher le'els of foreign #arti"i#ation in Indian "o!#anies. Sin"e Mar"h *99*, =oI has
#er!itted eHuity onershi# (y o'erseas !anufa"turers of u# to 199P in entities
!anufa"turing auto!o(iles and "o!#onents in India.
F/-91$ (06)$1./#,-
In India, 'arious ta-es and le'ies a""ount for around C9P of the a"Huisition "ost of the
#assenger "ar. )e'ies and ta-es in"lude e-"ise duty +*@P,, unifor! state sales ta- +1*P,,
and road and registration ta- +1<@P,.
%ro! fis"al *99/, Value Added .a-, or VA., is to (e le'ied a"ross India in a #hased !anner.
VA. is a (road (ased ta- "o'ering the 'alue added in a #rodu"t at ea"h stage of #rodu"tion
and distri(ution. .he auto!o(ile industry in'ol'es !ulti<tiered su##ly "hains, ith
"o!#onents and
su(<asse!(lies !o'ing fro! different states to the final asse!(ly #lant. It is e-#e"ted that
the introdu"tion of VA. ill rationali2e the indire"t ta- stru"ture and ensure that a si!#le
rate on the 'alue addition ill (e "olle"ted.
T(120 (06)$1./#,-
A""ording to the auto!oti'e #oli"y for!ulated (y =oI in 1GGC, glo(al !anufa"turers ere
reHuired to sign a !e!orandu! of understanding ith the Dire"torate =eneral of %oreign
.rade,in order to o(tain li"enses to i!#ort 84DWS4D &its asse!(led at #lants in India. .hey
ere also
reHuired to "o!#ly ith the "onditions i!#osed (y =oI ith res#e"t to their in'est!ent in
Indian "o!#anies, hi"h in"luded reHuire!ents #ertaining to le'els of indigenisation,
!ini!u! "a#ital in'est!ent and !ini!u! e-#ort o(ligations..he :orld .rade 6rganisation
+:.6,, of hi"h India is a !e!(er, does not allo Huantitati'e restri"tions or TRs +su"h as
i!#ort li"enses and i!#ort Huotas, on foreign trade. Sin"e A#ril 1, *991, all TRs on
auto!o(iles ha'e (een re!o'ed and i!#orts of all "ategories of ne and used "ars ha'e
/@
(een alloed. Aoe'er, the "usto!s duty on i!#orts of ne and used "ars re!ains high,
ith the (asi" "usto!s duty at the rate of D9P on ne 8B5s and *CP on 84D and S4D
units. In addition, =oI has i!#osed se'eral "onditions on the i!#ort of ne and used
'ehi"les
su"h as restri"tions on the age and the residual life of the used "ar (eing i!#orted, restri"tion
on the #ort through hi"h the i!#orts are alloed, reHuire!ents of "ertifi"ation fro!
notified agen"ies regarding 'arious !atters, reHuire!ents #ertaining to the a'aila(ility of
s#ares and ser'i"ing fa"ilities and a reHuire!ent that the used "ars "an only (e e-#orted fro!
the "ountry in hi"h they ha'e (een !anufa"tured. It is e-#e"ted that =oI, in order to fulfil
its o(ligations under the :.6, ill gradually ha'e to loer tariffs on the i!#ort of
"o!#onents, 84Ds and S4Ds, hi"h in turn is li&ely to redu"e the in#ut "osts of "ar
!anufa"turers in India.
R06)$1./#,- 1,2 P#$/9/0- R0$1.02 .# I,2/1, A).#3#4/$0 M1(<0.:
6'er the years =oI has for!ulated 'arious #oli"ies and regulations for the de'elo#!ent of
the auto!o(ile industry in India.
()!N0? A).#3#4/$0 P#$/98
In Mar"h *99*, =oI announ"ed the ne auto!o(ile #oli"y or NAP. .he highlights of the
#oli"y and its effe"ts on
the !anufa"turers areM
Y ReHuire!ent of !ini!u! le'els of indigeni2ation as re!o'ed.
Y ReHuire!ent of !ini!u! e-#ort "o!!it!ents as re!o'ed.
Y 5# to 199P eHuity onershi# in Indian "o!#anies (y o'erseas !anufa"turers as
#er!itted.
Y %is"al in"enti'es ere #ro'ided for "ars less than /.F !eters in length in order to esta(lish
India as the
"entre in Asia for the e-#ort of s!all "ars.
Y .a- in"enti'es, auto!ati" a##ro'als for in'est!ent (y o'erseas entities in Indian entities
Y 8on"essional duty on i!#ort of eHui#!ent as #ro'ided to entities setting u# of
auto!oti'e design fir!s in India.
(1)!T(120 R06)$1./#,-
.he :orld .rade 6rganisation +:.6,, of hi"h India is a !e!(er, does not allo
Huantitati'e restri"tions or TRs +su"h as i!#ort li"enses and i!#ort Huotas, on foreign trade.
Sin"e A#ril 1, *991, all TRs on auto!o(iles are re!o'ed and i!#orts of all "ategories of
ne and used "ars are alloed. In addition, =oI has i!#osed se'eral "onditions on the
i!#ort of ne and sed 'ehi"les su"h as restri"tions on the age and the residual life of the
used
"ar (eing i!#orted, restri"tion on the #ort through hi"h the i!#orts are alloed,
reHuire!ents of "ertifi"ation fro! notified agen"ies regarding 'arious !atters, reHuire!ents
#ertaining to the a'aila(ility of s#ares and
ser'i"ing fa"ilities and a reHuire!ent that the used "ars "an only (e e-#orted fro! the
"ountry in hi"h they ha'e (een !anufa"tured.
/C
(4)!E,5/(#,30,.1$ R06)$1./#,-
.he En'iron!ent Prote"tion A"t, :ater +Pre'ention and 8ontrol of Pollution, A"t and the
Air +Pre'ention and 8ontrol of Pollution, A"t reHuire "o!#anies to o(tain "onsents for
e!issions and dis"harge of effluents into the en'iron!ent. In addition, =oI notified nor!s
relating to e!ission (y 'ehi"les, age of 'ehi"les and s#e"ifi"ations a(out Huality and sales of
fuels. .hese en'iron!ental regulations are in"reasingly dri'ing te"hnology inno'ation in the
#assenger "ar !ar&et.
(2)!E,5/(#,30,.1$ P#$/98
5nder the NAP, =oI has announ"ed the en'iron!ental #oli"y for auto!o(iles. .he #oli"y7s
&ey #ro'isions in"ludeM
Y A##ro'al of Mashel&ar "o!!ittee re#ort
Y En"ourage!ent for "ars using alternati'e fuel te"hnologies li&e 8N= and ele"tri" (atteries
Y Ado#tion of international standards for le'y of road ta- su"h as "harging higher ta- for
older "ars, in order to dis"ourage the use of old 'ehi"les. At #resent, road ta-es are le'ied at
the ti!e of #ur"hase and are (ased on the si2e of the 'ehi"le.=oI has (een de'elo#ing a
regulatory fra!eor& to redu"e #ollution fro! "ars, through a #hased introdu"tion of
e!ission nor!s.
.he fra!eor& as introdu"ed (y =oI, (ased on the re"o!!endations of the Mashel&ar
8o!!ittee Re#ort, is as follosM
Y Sale of only Bharat Stage II "o!#liant "ars in the "ities of Mu!(ai, Ne Delhi, 4ol&atta
and 8hennai, as a##li"a(le fro! *9993
Y A##li"ation of Bharat Stage II nor!s are fro! A#ril 1, *99/ to the "ities of Bangalore,
Aydera(ad,Ah!eda(ad, Pune, Surat, 4an#ur and Agra and fro! A#ril 1, *99C to the hole
of India3
Y Euro Stage III eHui'alent e!ission nor!s are to (e !ade a##li"a(le to the "ities of Ne
Delhi, Mu!(ai,4ol&ata, 8hennai, Bangalore, Aydera(ad, Ah!eda(ad, Pune, Surat, 4an#ur
and Agra (y A#ril *99C and Euro IV eHui'alent nor!s (y A#ril *9193 and
Y Bharat Stage II and Euro III eHui'alent e!ission nor!s s#e"ifying Huality of #etrol and
diesel that "an (e sold in 'arious "ities that (e"o!e a##li"a(le at the sa!e ti!e as the nor!s
a##li"a(le to the sales of "ars.
M1-:0$<1( C#33/..00 R09#330,21./#,-
.he &ey re"o!!endations of the Mashel&ar 8o!!ittee Re#ort are as folloedM
Y =oI should only de"ide the 'ehi"ular e!ission standards and the "orres#onding fuel
s#e"ifi"ations ithout s#e"ifying the 'ehi"le te"hnology and the ty#e of fuel to (e used3
Y A road!a# for the i!#le!entation of 'ehi"ular e!ission nor!s and auto!o(ile fuel
Huality3
Y Vehi"les running on alternati'e fuels, li&e di<!ethyl ether, (io<diesel, hydrogen, )N=,
8N=, ele"tri" and fuel "ells, need to (e en"ouraged, gi'ing the "hoi"e of fuel and 'ehi"le
te"hnology to the "usto!ers3 and
Y Putting in #la"e other "ost effe"ti'e !easures, su"h as a "o!#rehensi'e ins#e"tion and
"ertifi"ation syste!s for in<use 'ehi"les ith #ri'ate se"tor #arti"i#ation, fitting e!ission
redu"tion de'i"es in<use 'ehi"les, traffi" !anage!ent and "onstru"tion of (y#asses.
/D
In order to !eet the ne e!ission nor!s, su(stantial in'est!ents are reHuired to #rodu"e
a##ro#riate Huality of fuel and 'ehi"les. .he Mashel&ar 8o!!ittee Re#ort has esti!ated that
the in'est!ent reHuired for u#grading
refineries to #rodu"e Bharat Stage II auto!o(ile fuels +#etrol and diesel, is esti!ated to (e
around Rs. 1E9 (illion.
An additional a!ount of around Rs. 1F9 (illion ould (e reHuired to #rodu"e Euro<III
eHui'alent #etrol and diesel. Also, the test fa"ilities "urrently a'aila(le in the "ountry are
inadeHuate to !eet the ne regulations.
A""ording to SIAM esti!ates, the "ost of setting u# additional fa"ilities to test 'ehi"les as
#er the ne regulations
ould (e around Rs. 19.@ (illion +e-"luding the "ost of setting u# ins#e"tion and
"ertifi"ation "enters,. Aen"e, the
Mashel&ar 8o!!ittee Re#ort has re"o!!ended that #referential treat!ent (e gi'en to the
oil and auto!o(ile industry in !atters relating toM
Y 8usto!s duty on i!#orted "a#ital goods, eHui#!ent and !a"hinery needed for the
u#gradation of te"hnologyWfa"ilities.
Y E-"ise duty on indigenously !anufa"tured "a#ital goods, eHui#!ent and !a"hinery needed
for u#gradation
Y 199P de#re"iation on #lant and !a"hinery set u# for u#gradation
Y Soft loans for te"hnology !oderni2ationWu#gradation #ro$e"ts.
Y AdeHuate in"enti'es, su"h as tariff differentials and other !easures to ena(le the do!esti"
industry to "o!#ete ith i!#orts3 and
Y %inan"ial in"enti'es to the !anufa"turers and users of ele"tri" 'ehi"les in order to !a&e
these 'ehi"les "o!#etiti'e.
S1+0.8 ,#(3-
=oI has notified the reHuire!ent for use of safety (elts in all "ars. In addition, ne noise
"ontrol nor!s for #assenger "ars ere notified (y =oI and (e"a!e effe"ti'e fro! Ianuary 1,
*99/. =oI has also indi"ated that in the future additional safety nor!s ill (e !ade
a##li"a(le to #assenger "ars to align the! ith international
standards.
S09.#( O).$##<
Beteen fis"al *99* and fis"al *99E, the entire Indian #assenger "ar !ar&et is e-#e"ted to
gro (y a##ro-i!ately G.CP, largely as a result of in"reasing de!and for seg!ent B "ars.
S0630,. A
.his is the entry<le'el and the !ost #ri"e sensiti'e seg!ent. Maruti is the sole !anufa"turer
in this seg!ent sin"e fis"al *999. Beteen fis"al *99* and fis"al *99E, this seg!ent is
e-#e"ted to #ost a 8A=R of *.EP.
S0630,. B
.his seg!ent is e-#e"ted to gro to CE.DP of the Indian #assenger "ar !ar&et (y fis"al *99E
at a 8A=R of a(out 1*./P. Due to the #resent lo #er "a#ita in"o!e in India, the #ri"e and
"ost of onershi# of "ars are signifi"ant fa"tors that affe"t de!and for "ars in this seg!ent.
S0630,. C, D, 1,2 E
.here are 11 !anufa"turers ith a##ro-i!ately *9 !odels in these seg!ents. .hese
seg!ents ty#i"ally ha'e lo sales 'olu!es3 therefore, high groth rates of 11P, 1GP and
/CP, res#e"ti'ely, are e-#e"ted (eteen fis"al *99* and fis"al *99E.
/E
Ne !odel laun"hes, groth in #er "a#ita in"o!e le'els, high as#irations and status
asso"iated ith larger "ars, are the &ey fa"tors affe"ting de!and for "ars in these seg!ents.
T:0 P(0!O?,02 C1( M1(<0.
.he si2e of the #re<oned "ar !ar&et in India has (een esti!ated to (e !ore then the si2e of
the ne "ar !ar&et. .he A and B seg!ents a""ount for (eteen E9 and F9P of the total sales
'olu!es in the #re<oned #assenger "ar !ar&et in India. .he #ro#ortion of #re<oned "ars
fro! seg!ent B is in"reasing and is e-#e"ted to for! the largest #ortion of the #reoned
#assenger "ar !ar&et. Mid<si2e and large "ars are less #o#ular in the #re<oned #assenger
"ar !ar&et #ri!arily due to faster de#re"iation in 'alue, loer fuel e"ono!y and higher
!aintenan"e "osts.
.he &ey fa"tors affe"ting de!and for #re<oned #assenger "ar !ar&et in India are as
follosM
Y .he entry of organi2ed #arti"i#ants into the #re<oned #assenger "ar !ar&et resulting in
+1, A !ore trans#arent #ro"ess in 'aluation and assess!ent of Huality,
+*, A !ore "on'enient !eans of selling or e-"hanging #re<oned "ars and
+/, .he a'aila(ility of adeHuate arranties.
Y .he introdu"tion of a large nu!(er of !odels in the ne "ar !ar&et and a redu"tion in the
holding #eriod resulting in ider a'aila(ility of re"ently introdu"ed !odels in the #re<oned
#assenger "ar !ar&et
Y An in"rease in #er "a#ita in"o!e le'els in ur(an and rural areas and ider a'aila(ility of
"onsu!er finan"e for the #ur"hase of #re<oned "ars.
F).)(0 S9#*0:
1. At #resent, "ar #enetration in India is a(out E "ars #er 1999 #eo#le, hi"h is e'en less than
so!e of our neigh(oring "ountries. .here is also a large #o#ulation of to heeler oners,
ho ould naturally u#grade to an
entry<le'el "ar. .herefore there is large latent de!and for #assenger "ars aiting to (e
ta##ed. .he "o!#a"t "ars ill "ontinue to do!inate the #assenger "ar industry in India.
*. .he highay and road "onstru"tion #ro$e"ts, su"h as the =olden Tuadrilateral Pro$e"t, a
highay "onne"ting the four !etro#olitan areas of 4ol&ata, Ne Delhi, Mu!(ai and
8hennai. A'aila(ility of (etter road infrastru"ture ill also affe"t de!and for "ars.
/. Passenger "ar sales a""ount for o'er EEP of total #assenger 'ehi"le !ar&et and 5V7s
a""ount for the (alan"e.
In fa"t, 5V7s ha'e a higher share than hat they did in the earlier years. It is still loer
"o!#ared to so!e of the de'elo#ed "ountries. In 5SA for instan"e, 5V7s a""ount for C9P of
the total Passenger 'ehi"les !ar&et and in Indonesia they a""ount for F9P of the !ar&et.
Aen"e in the future there ill (e !ore and !ore de!and for 5V7s hen"e an o##ortunity for
M5).
@. .he ena(ling fa"tors for Indian #assenger "ar industry are all in #la"e na!ely, ro(ust
e"ono!i" groth, fa'oura(le regulatory fra!eor&, a'aila(ility of afforda(le finan"e and
i!#ro'e!ents in road infrastru"ture.
Aoe'er, there are so!e un"ertainties li&e the groing higher oil #ri"es, hi"h "ould i!#a"t
the auto industry.
Aen"e the Indian auto !ar&et is at an interesting $un"ture here (oth "hallenges.
/F
CHAPTER = @ RESEARCH AND DEVELOPMENT ANALYSIS
Resear"h and De'elo#!ent Pro"ess of Maruti Su2u&i India )i!ited 8o!#any are done (y
the "o!#any to #ro!ote its (usiness and to gain high #er"entage of !ar&et share in the
auto!o(ile !ar&et ,and also to satisfy their "usto!ers and attra"t !ore "usto!ers toards
the! in the !ar&et . .he "o!#any "ontinuosly do resear"h on their #rodu"t,!ar&et and
"usto!ers de!and to satisfy the "usto!er and to #ro'ide the! (etter ser'i"e.Maruti
"o!#any has ta&en 'arious ste#s regarding the de'elo#!ent of the "o!#any and also to
!aintain good relation ith "usto!er.Maruti "o!#any #ro'ide !any ser'i"es to their
"usto!ers li&e Insuran"e,%inan"e for their 'eh"les on easy Interest Rates,=enuine a"essories
for the "ars,and !aintainan"e and ser'i"e related to their 'eh"les in the or&sho#. Maruti
"o!#any ha'e !any ser'i"e stations in different "ities to #ro'ide easily after sales ser'i"es
to their "usto!er .
Maruti "o!#any #ro'ide !any fa"ilities to their "usto!ers through their Dealers ,the
"usto!ers should do only to rea"h at the nearest Dealer of Maruti 8o!#any and they "an
easily get e'ery fa"ility hi"h is gi'en (y Maruti to their "usto!ers.
T:0 +#$$#?/,6 1(0 -#30 (0-0(9: *(#90-- 2#,0 48 .:0 9#3*1,8 :
+i,<C(/-0- /, 1,9/$$1(8 ),/.- :/. 31C#( 91( 31<0(-
Ma$or (usiness houses, in"luding the .atas and Mahindras, ha'e (een hit hard due to the
"risis in their an"illary units, hi"h are reeling under rising ra !aterial and #oer "osts.
S!all and !ediu! industrial units here are su##lying s#are #arts and 'arious "o!#onents to
industrial !a$ors li&e .atas, )arsen and .ou(ro, Mahindra and Mahindra, 8ro!#ton
=rea'es, and the 4irlos&ars.
Aoe'er, as these units here, !ainly at the =o&ulshirgaon industrial estate, are fa"ing a
"risis due to ra !aterial "osts, the (ig "o!#anies are "o!#elled to !odify their #rodu"tion
s"hedule and rate stru"ture. .he an"illary units here say that hile glo(ali2ation has
in"reased the s"o#e for Huality "asting, the s"ar"ity of ra !aterial at afforda(le #ri"es and
la"& of #oer su##ly on su(sidised rates ha'e hit the! hard.
B S Par'ate<Patil, #resident of the =o&ulshiragaon Manufa"turers Asso"iation +=MA,,
#oints out that Qif s!all and !ediu! industrial units in and around 4olha#ur are to (e
en"ouraged in 'ie of national and glo(al !ar&et reHuire!ents, s#e"ial #ro'isions ha'e to
(e !ade to #ro'ide ra !aterial at reasona(le rates. Also, a hi&e in #oer tariff should (e
duly "he"&ed.Q
/G
Q8oal fro! 8hina for instan"e is a'aila(le in (etter Huality and at "hea# rates. But the "oal
su##lied (y state<oned "o!#anies in the do!esti" !ar&et is not afforda(le and la"&s
Huality. .his situation has to (e "hanged,Q he said.
Ae added that the de!and for s#are #arts and Huality "astings in glo(al !ar&et is on high
!ostly (e"ause de'elo#ed "ountries are no "on"entrating !ore on "he"&ing #ollution and
hen"e are relu"tant to en"ourage an"illaries in their "ountries.
Q:hile de'elo#ing "ountries should ta&e ad'antage of this situation, (oth the go'ern!ent
and the "on"erned organisations should "o!e forard to sort out the "risis (eing fa"ed (y
an"illaries in the s!all and !ediu! se"tor,Q Par'ate<Patil said.
+ii,<R/-/,6 /,*). 9#-.-, *(/90 9#,.(#$ :1),. -31$$ 9030,. *$180(-M
.he Rs FC,999<"rore do!esti" "e!ent industry ill ha'e to !o'e toards "onsolidation as
rising in#ut "osts and #ri"e "ontrols sHuee2e #rofits, rendering the s!all "e!ent
!anufa"turers un'ia(le.
QS!aller #layers ill either ha'e to !erge ith larger "o!#anies or they ill (e ta&en aay
(y foreign fir!s,Q said R 8 =u#ta, #resident, Mangala! 8e!ent, #art of the B 4 Birla
grou#. In the short<ter!, it !ight (e a set(a"& for the industry, (ut in the long<ter! it ould
augur ell, he added.
%ren"h "o!#any Vi"at SA today (ought a D.DE #er "ent sta&e in Sagar 8e!ents for Rs E99 a
share, sho"asing the 'ulnera(ility of the highly fra"tured industry, hi"h has !ore than C9
#layers < !ostly s!all and !arginal.
A""ording to a sour"e in one of the leading !ultinational "e!ent "o!#anies ha'ing its
o#erations in India, QIn an intense "o!#etiti'e s"enario, s!aller #layers "annot tolerate the
#ressure of rising in#ut "osts on all fronts and "annot in"rease "e!ent #ri"es. Either they ill
sell off their (usiness for good #ri"es or they ill (e shut don.Q
Already, si- foreign fir!s < Aol"i!, )afarge, Aeidel(erg, Itali"e!enti, 8i!#or and D8A <
ha'e o#erations in the "ountry. Industry #layers said it is diffi"ult for s!all "e!ent #layers to
sur'i'e in su"h a "o!#etiti'e en'iron!ent.
4a!a&hya 8ha!aria, !anaging dire"tor, Bara& Valley 8e!ents, said, QDeals si!ilar to that
of Vi"at< Sagar 8e!ents ill "ontinue to ha##en. If any foreign "o!#any a##roa"hes us, e
ill ha'e to see the (enefits e ill get (efore ta&ing any de"ision.Q
Already, si- foreign fir!s < Aol"i!, )afarge, Aeidel(erg, Itali"e!enti, 8i!#or and D8A <
ha'e o#erations in the "ountry. Industry #layers said it is diffi"ult for s!all "e!ent #layers to
sur'i'e in su"h a "o!#etiti'e en'iron!ent.
4a!a&hya 8ha!aria, !anaging dire"tor, Bara& Valley 8e!ents, said, QDeals si!ilar to that
of Vi"at< Sagar 8e!ents ill "ontinue to ha##en. If any foreign "o!#any a##roa"hes us, e
ill ha'e to see the (enefits e ill get (efore ta&ing any de"ision.Q
Ae added that a fe years ago, a foreign fir! had signed an Mo5 ith Bara& Valley, Q(ut the
deal did not go aheadQ. Ae said that at #resent no foreign "e!ent "o!#any has a##roa"hed
the fir!.
@9
.o# offi"ials of s!aller "e!ent fir!s a"&noledged the fa"t that !ore "onsolidation in the
industry is on the "ards. QIf one gets (enefits in su"h deals and ha'e no other o#tion, then
hat "an (e doneX Selling ill (e the only ay out,Q said an offi"ial of another s!all "e!ent
fir!.
Sagar shares "losed at Rs /FF.19, a gain of /.* #er "ent o'er the #re'ious "lose of Rs /ED.9C
on the Bo!(ay Sto"& E-"hange.
+iii,<I,50,.#(/0- */$0 )* 1- 1).# +/(3- :/. 1 4)3*
After a healthy run in the last "ou#le of !onths, the auto industry is heading for a slodon,
"ausing a rise in 'ehi"le in'entory le'els. .his !ay #ut #ut #ressure on "o!#anies as ell as
lo"al dealershi#s.
Aoe'er, the situation !ay (enefit 'ehi"le (uyers as auto "o!#anies resort to "ash dis"ounts
on #ur"hases or attra"ti'e sales #ro!otion s"he!es su"h as free(ies and e-tended arranty
offers to "lear the sto"& #ile of 'ehi"les.
A""ording to Mu!(ai<(ased auto analysts and dealers, "ars are "urrently "arrying an a'erage
in'entory of a(out *C days hile to<heelers are *9<*C days. 5sually, "ars "arry an
in'entory of 1*<1C days hile to<heelers ha'e an in'entory le'el of 19<1C days.
Although the ter! in'entory is used for se!i or #artly finished goods, it also e-#lains
"o!#letely finished goods, hi"h are ready for sale.
Possessing a high a!ount of +finished, in'entory for long #eriod of ti!e is (ad for the
(usiness (e"ause of o(soles"en"e and s#oilage "osts, say e-#erts.
QIf the de!and is higher, the flo +fro! !anufa"turing to retail sales, is !u"h s!oother.
Aoe'er, that only ha##ens in #o#ular !odelsQ, said an auto e-#ert.
Maruti has one of the loest in'entory le'els in the industry, hile .ata Motors is a!ong the
highest. .ata Motors, in its latest #resentation, had said that its in'entory le'els ere at **
days.
QAs the industry is heading for a slodon, e are going to see a "onsidera(le rise in
in'entory le'els. Due to la"& of any #rodu"t e-"ite!ent, #eo#le are not illing to #ay for
!odels, hi"h loo& outdated. Retail dis#at"hes ha'e de"lined in the last fe !onths,Q said
another analyst ith a Mu!(ai<(ased (ro&erage fir!.
.he to<heeler industry, too, is fa"ing a !ild in"rease in in'entory le'els at *9<*C days this
year as "o!#ared to last year hen sales of !otor"y"les had fallen (y al!ost 1* #er "ent.
In'entory le'els had rea"hed @C<C9 days last year.
Nor!ally, in'entory le'els for to<heelers are e-#e"ted to (e 19<1C days. A S =oindi,
head, sales and !ar&eting, .VS Motors, said, Q:e ha'e a "o!forta(le le'el of in'entory
"urrently, !u"h (etter than hat the industry sa last year.Q
De"reasing #ri"e<elasti"ity +sin"e (i&e sales are #ri"e sensiti'e and so!eti!es dri'en (y
in"enti'es, and la"& of any signifi"ant laun"h (y industry !a$ors, su"h as Ba$a$ Auto and
.VS Motors, !ay #ush in'entory to higher le'els, say industry offi"ials.
@1
A dealer, ho does not ish to (e identified, said, QSales had fortunately #i"&ed u# in the
last to !onths, hoe'er, the "urrent !onth is al!ost flat. If the sales do not rise again, e
!ay fa"e a high in'entory.Q
+i',<I,2/1 .# :150 -)(*$)- -.00$ #).*). 48 FY2: P1-?1,
IndiaOs steel #rodu"tion is li&ely to sur#ass the do!esti" reHuire!ent (y *911<1*, easing
#ressure on #ri"es of the alloy, hi"h has (een adding to the s#iralling inflation.
Q:e shall a"hie'e 1*@ !illion tonnes steel "a#a"ity (y *911<1*, ell e-"eeding the
reHuire!ent that ould (e a(out 119 !illion tonnes at that #oint of ti!e,Q Steel Minister
Ra! Vilas Pasan said.
Steel #ri"es shot u# (y o'er C9 #er "ent sin"e Ianuary, adding to the oes of the 5PA
go'ern!ent, hi"h is (attling a se'en<year high inflation of F.EC #er "ent in its last year.
.he annual de!and for steel in India has (een rising (y a(out 1/ #er "ent, (ut #rodu"tion is
groing (y o'er D #er "ent, a""ording to offi"ial sour"es.
In the last finan"ial year, the "ountryOs "rude steel #rodu"tion stood at C/.G !illion tonnes, of
hi"h a(out C !illion tonnes ere e-#orted. .o (ridge the de!and<su##ly !is!at"h, India
had to i!#ort nearly E !illion tonnes of steel.
Steel Se"retary R S Pandey, hile saying that India (e"a!e a net steel i!#orter fro! (eing a
net e-#orter till a fe years ago, said the trend is li&ely to "ontinue for so!eti!e as in"rease
in "a#a"ity ta&es at least three to four years.
As #er offi"ial figures, the "ountryOs finished steel i!#ort ent u# (y o'er /99 #er "ent fro!
1.D !illion tonnes in *99*<9/ to nearly E !illion tonnes in *99E<9F +#ro'isional,.
In 'ie of the groing de!and, the go'ern!ent #lans to s"ale u# steel #rodu"tion to o'er
*G9 !illion tonnes (y *9*9. It has also en'isaged that the se"tor ill see an in'est!ent of Rs
F,E9,D@9 "rore (y that ti!e.
=oing (y an esti!ate of Rs @,999<"rore outlay #er !illion tonne of additional "a#a"ity, an
in'est!ent of Rs *,ED,999 "rore is li&ely (y *91* and Rs F,E9,999 "rore (y *9*9.
As of no, (oth do!esti" and foreign steel #layers ha'e signed 1G/ !e!oranda of
understanding ith states for setting u# ne units ith a total #lanned "a#a"ity of around
*@/ !illion tons and a total #ro#osed in'est!ent of o'er Rs C,1@,999 "rore.
Pri'ate and #u(li" se"tor steel "o!#anies ha'e also e!(ar&ed on "a#a"ity e-#ansion. Steel
Authority of India )i!ited #lans to ta&e u# its hot !etal #rodu"tion to *D.1/ !illion tons (y
*919 fro! the #resent 1*.F@ !illion tons. Pri'ate steel !a$ors in"luding .ata, ISP), Is#at
and IS: Steel ha'e also lined u# e-#ansion of their e-isting #rodu"tion strength.
@*
RESEARCH AND DEVELPOMENT IN MARUTI:
N0? T09:,#$#68 ! A4-#(*./#,, A21*.1./#, 1,2 I,,#51./#,
.he "o!#any is or&ing toards lo"ali2ation, de'elo#!ent and testing of #rodu"ts < (oth
ne and e-isting. .his ould hel# in indegenisation of 'arious 'ehi"le aggregates at loer
"osts. .he laun"h of Sen Estilo, laun"hed ith a lo"ali2ation of G@.*P is a "ase in #oint.
8a#a(ilities strengthened in "o!#onent and 'ehi"le e'aluation, (en"h!ar&ing and design
o#ti!i2ation ill further i!#ro'e and u#grade e-isting !odels for "o!fort, style and 'alue
for !oney.
Alternati'e fuels li&e 8N=, )P=, hi"h "ould hel# !a&e en'iron!entally friendly 'ehi"les
are (eing or&ed u#on.
=lo(al Sour"ing and ad'an"ed sour"ing get ad'an"ed te"hnologies into India at loer "osts.

@/
CHAPTER = A KEY STAFF
(1)!M1,160(/1$ H/0(1(9:8 RKBK A).#3#4/$0- L.2

L
Dire"tor B 8E6 <<<<<<<<< Mr. 4.P.Poddar
L
=eneral Manager <<<<<<<<<< Mr.S.4..ho!#son
L
Au!an Resourse Manager <<<<< Mr.San$ay Patha&
L
.ea! )eader<1
Mr.Santosh
Singh
.ea! )eader<*
Mr.Su$eet Singh
L
Sales E-e"uti'e +SE, > @ sales e-e"uti'e under 1 .ea! leader?
Z
Rural De'elo#!ent +RDSE, > / RDSE under 1 Sales e-e"uti'e ?

'ORKSHOP MANAGER
M(.N1-/( A$/ K:1,
L
Managing Dire"tor <<<<<<<<<<< Mr.B.4.Poddar
Manager
sales
S#ares
8usto!er
8are
Manager
:or&sho#
Manager A""ounting
Manager
.rue
Value
@@
Ser'i"e
Ad'isorW
Su#er'isor
Pre<deli'ery
Ins#e"tion
+PDI,
A""idental
5nit
8usto!er
Manager
Mr.8.Moitra
Ba"& 6ffi"e
L L
Me"hani" 8usto!er 8are
Manager
L
Me"hani"
L
Ir.Me"hani"
L
Ele"tri"ian
L
DenterWPainter

TRUE VALUE MANAGER
Mr.R.4..iari

L
E'aluater7s
E-e"uti'e
Sales
E-e"uti'e
Ba"& 6ffi"e
Staff
@C

AMC D0*1(.30,.
L
S(.M1,160( AM9
M(.K.N.OC:1
L
AMC M1,160(
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E>09)./50 AMC M1,160(

(4)!D)./0- 1,2 R0-*#,-/4/$/./0- #+ .:0 S.1++
.he duties and res#onsi(ilities of the staff of the dealer R4B4 Auto!o(iles ltd is
.o sale !a-i!u! 'eh"les .
.o !aintain all the aW" ith honesty.
.o "reate healthy en'iron!ent in the organisation.
.o "o<o#orate ith ea"h other in the organisation.
.o !aintain good relation ith the "usto!ers.
.o (e in the offi"e at right ti!e.
.o #ro'ide all the fa"ilities and ser'i"es to the "usto!ers hi"h are gi'en (y Maruti
8o!#any to their "usto!er.
.o "o!#lete the target of selling "ars of dealers.
@D
CHAPTER = % PROMOTERS AND BACKGROUND
1. Na!e, nu!(er of shares held and #er"entage share holding of entities W #ersons !are than
1P of the shares of the 8o!#anyM

A) P(#3#.0(- =
N130 #+ .:0 E,./.8 M
P0(-#,
No. of Shares held Per"entage in
Shareholding
a, Indian Pro!oters <
P(0-/20,. #+ I,2/1
C,*F,*@,9*9 1F.*F
(, %oreign Pro!oters <
Su2u&i Motor
8or#oration
1C,DD,1F,@@9 C@.*1
B) N#,!*(#3#.0(- =
Na!e of the Entity W Person
No. of Shares held
Per"entage in Shareholding
Ban&s W %inan"ial Institutions and Insuran"e 8o!#anies
1) L/+0 I,-)(1,90 C#(*#(1./#, #+ I,2/1
GG,/*,GE@
/.@/F
%II7s
a, ASB8 =lo(al In'est!ent %unds AW".
F/,**,G@C
*.FF1
(, Morgan Stanley and 8o. International )i!ited
@9,/*,/@G
@E
1./GD
", E!erging Mar&ets =roth %und In".
//,DE,F99
1.1DD
*. .otal foreign shareholding is *9,*F,99,/99 eHuity shares, hi"h a""ounts for E9.1GC P of
the total #aid u# share "a#ital of the 8o!#any.


@F
CHAPTER!B RESEARCH METHODOLOGY
KO [[[[[[[[[[[[O [[[[[[[[[[[[[Q[OK.O[5 [[[[[[[[[[[[[[[[[[[[R [[[[.QO[ .Y [[[[[[[[[[YY [[ .. , .. [
.he #ur#ose of Methodology se"tion is to des"ri(e the Resear"h Pro"edure ado#ted in
defining the Pro(le! B data "olle"tion.
.he Resear"h Methodology is a ritten ga!e #lan for "ondu"ting resear"h. In it, the
'arious ste#s are des"ri(ed that are ado#ted (y a resear"her in studying his resear"h his
#ro(le!s.
.o (e #re"ise resear"h in a !ore syste!ati" a"ti'ity dire"ted toards the dis"o'ery and
de'elo#!ent of organi2ed (ody of &noledge.
METHOD OF DATA COLLECTION
.here are to ty#es of Data
1) Pri!ary Data
2) Se"ondary Data
. PRIMARY DATA
Pri!ary Data is that data, hi"h e get fro! the "o!#any offi"ials. .hat is that
dire"tly fro! "o!#any
2. SECONDARY DATA
Se"ondary data is that data r1i"h so!eone else has already "olle"ted and hi"h
ha'e already (een #assed through statisti"al #ro"ess.
E-a!#les of Se"ondary DataM <
Iournals
Nes#a#ers
Internet
Maga2ines
R0-01(9: /- .#.1$$8 41-02 #, S09#,21(8 D1.1.
In !y #ro$e"t I "olle"ted !y all rele'ant data fro! the Maruti Su2u&i shoroo! as ell as
"o!#etitors shoroo! li&e Ayundai, .ata Motors, Aonda et".
I also "olle"t the data fro! internet li&e M
.!arutisu2u&i."o!, ."arale."o!, .sia!india."o!, et".
I "olle"t so!e infor!ation fro! !aga2ines also li&e Auto"ar, Autodri'e, .o#gear et"
@G
CHAPTER!N SUGGESTIONMRECOMMENDATIONS
(/)!R09#330,21./#,- .# .:0 C#3*1,8
N More oulets of the "o!#any should (e there (e"ause oulets are not a'aila(le in all "ities
,"usto!ers ha'e to go to another "ities for the outlets of the "ars .
N Pri"es of "ar !odels are different at different Dealers so "usto!ers get "onfused that the
dealers are "heating the! so the #ri"es of all the "ar !odels at e'ery dealer should (e sa!e.
N Differen"e (eteen the EMI of the finan"ed "ars hi"h are "reated (y the finan"e
"onsultants as attra"ti'e s"a!es for "usto!ers.
N .he "o!#any e!#loyees should !aintain good relation ith the "usto!ers and 'eh"les
should (e deli'ered on the sa!e day on hi"h it has (een told to the "usto!er for deli'ery.
N .he "o!#any should !ore in'est on their Ad'ertise!ents and Selling e-#enditure .
N Maruti "o!#any also gi'en their ad'ertise!ents in !ore #o#ular !aga2ines nes#a#ers to
in"rease their sales .
N 8o!#any should #ro'ide so!e s#e"ial fa"ilities to the "usto!ers ho are fro! agri"ulture
field to in"rease their sales in that area.

(//)!R09#330,21./#,- +#( .:0 C)-.#30(-
N .he i!#ortant suggesstion to the "usto!ers of Maruti "o!#any is that they should alays
use Authorised Ser'i"e Station for the !aintainen"e of their "ars.
N .he "usto!ers of Maruti "ars should "onta"t to their nearest Dealer for any Huery or for
any #ro(le!s related to their 'eh"hiles.
N An i!#ortant suggestion for the "usto!ers is that if they ha'e enough !oney to #ur"hase
the "ar then they should not finan"e their "ars fro! the (an&s (e"ause (an&s ill ta&e a
(it !ore a!out fro! the! as interest rates of the (an&s are high.
N .he "usto!ers of Maruti should #ur"hase the a""essories of Maruti "ars only fro! the
authorised dealers of Maruti (e"ause if they ill use another lo"al a""essories in their
C9
"ars then the arranty of their Maruti is (eing e-#ired and the dealer ill not #ro'ide
any fa"ility to the!.
N .he "usto!ers "an easily get sol'e their #ro(le!s and need related to the their "ars to their
nearst dealer of !aruti as the !aruti dealers #ro'ide one sho# sto# to their "usto!ers
,they "an easily get a""essories fro! there and also Insuran"e ,%inan"e, =enuine
A""essories,E-tended arranty s"he!es fro! there hi"h is gi'en to the "usto!ers of
Maruti (y the "o!#any.
N Maruti "o!#any #ro'ide Maruti .rue Val'e Sho# for the "usto!ers ho ant to sale their
used "ars and #ur"hase ne one and also #ro'ide se"ond hand "ars to the "usto!ers ith
ne arranty on his old 'eh"les.
N Maruti .rue Value Sho# also #ro'ide finan"e fa"ility to the "usto!ers ho ant to
#ur"hase used "ars through different (an&s.
N Maruti "o!#any is tie<u# ith so!e (an&s ho #ro'ide "ar loan to the "usto!ers of
Maruti on easy Interest Rates .
N Maruti "usto!ers should ta&e the fa"ility of after sales ser'i"e of Maruti "o!#any hi"h
is gi'en (y the "o!#any to s#e"ially for their "usto!ers at a #arti"ular ti!e #eriod.
N .he "usto!ers should as& for .est Dri'e to the dealer (e"ause Maruti "o!#any #ro'ide
test dri'e for its e'ery !odel at e'ery dealer7s sho#.
N If the dealer is not gi'ing the fa"ility of .est Dri'e to the "usto!ers than they "an
"o!#lain on the 8o!#laint Register hi"h is !aintained (y "o!#any at e'ery dealershi#
to &no the #ro(le!s of their "usto!er related to their 'eh"hiles or any #ro(le! related
to their staff et".
(///)! R09#330,21./#,- 48 .:0 G#5. .# .:0 A).#3#./50 I,2)-.(8
Manufa"ture and s#orts of s!all "ars, M5Vs should (e #ro!oted.
Negati'e list of ite!s and rules of origin for %.AsW R.As to (e folloed.
A##ro#riate traffi" #oli"y shoul (e folloed to attra"t the in'est!ent.
S#e"ifi" !easures ill (e ta&en for e#ansio!n of auto!o(ile !ar&et.
E#orts to (e en"ouraged.
Poli"y initiati'es for "o!#etiti'eness and de'elo#!ent of te"hnology ould (e
ta&en.
National Road Safety Board to a"t as the "oordinating (ody for #ro!oting safety.
Ins#e"tion and "ertifi"ation syste! to (e strengthen (y en"ouraging #u(li"<#ri'arte
#artnershi#.
8enters for Auto!oti'e !anufa"turing e-"ellen"e should (e "reated.
C1
An ;Auto Design "entre to (e esta(lished at NID,Ahe!da(ad.
Stri'e for la(our refor!s.
Rationalisation of !otor 'eh"hile regulation to (e underta&en.
CHAPTER !0 CONCLUSION
MAR5.I S5S54I INDIA ).D 86MPANY is the (iggest Auto!oti'e Industry of India.It
has a great goodill in the Auto!oti'e Mar&et..here are !any (ig Auto!oti'e "o!#anies
are in the Indian Auto!o(ile Mar&et and Maruti Su2u&i is No.1 in the Indian Auto!oti'e
Mar&et.
Maruti Su2u&i Auto!o(ile 8o!#any #ro'ide its "usto!ers the fa"ility to finan"e their
'eh"les.8o!#any tie<u# ith (an&s and finan"ial institutions hi"h #ro'ide "ar loan to the
"usto!ers of Maruti at lo interest rate and easy do"u!entation #ro"ess.
Maruti 8o!#any see a lots of s"o#e in finan"ing the auto!o(ile field.By #ro'iding this
fa"ility to their "usto!ers Maruti 8o!#any is attra"ting !any "usto!ers.%ro! #ro'iding
this finan"ial fa"ility at e'ery dealer #oint. By using this fa"ility the "usto!ers ho are not
a(le to #ur"hase Maruti Veh"les dire"tly through "ash #ay!ent,they "an #ur"hase "ars
through the "ar loans s"he!es of (an&s.
Maruti Su2u&i 8o!#any has tough "o!#etition ith other Auto!o(ile "o!#anies as li&e as
.A.A Motors,Ayundai Motors,=eneral Motors,.oyota Motors, %ord Motors, et".
I found during !y study at Maruti Dealer7s sho# that in fian"ing se"tor a #erson should ha'e
great "o!!uni"ation s&ill (e"ause e need a great "o!!uni"ation #oer to "o!!uni"ate
ith "usto!ers.
Maruti 8o!#any is interested in the field of Auto finan"ing (e"ause there are a lots of
"han"e to in"rease their #rofit (y selling !ore 'eh"les and also to in"rease their !ar&et share
in the Auto!o(ile Mar&et.
Peo#le too& interest in (uying 'e"h"les through finan"ing .
Maruti "o!#any is #ro'iding easy "ar loan fa"ility to their "usto!ers through !a&ing !ore
tie<u# ith (an&s in different area.
It as a great e-#erien"e to "o!!uni"ate ith different #eo#le.I learnt to "o'ein"e
"usto!er7s and !a&e the! "lear a(out their all Hueries related to auto finan"e .
C*
C/
CHAPTER ! BIBILIOGRAPHY
BOOKS
Ad'isor of %inan"e +Maga2ines,
8ar Ad'isor for )ife B Indu"tion Module
S01(9: E,6/,0 :
=oogle sear"h engine
Yahoo sear"h engine

'04-/.0- :
.!aruti."o!
.!arutisu2u&iindia."o!
.se(igo't."o!
.(usiness<today."o!
.data!onitor."o!
.!arutiudyog."o!
."arale."o!
.theti!es."o!
.indiaauto!o(ile."o!
.al&(@urun.(logs#ot."o!
C@
CHAPTER ! 2 'ORDS OF THANKS
I ta&e the o##ortunity to #ay hearty regards to Dr. A. 4. SIN=A S5RYAVANSI,
+Dire"tor,MIMS,, PR6%. SANDEEP SIR for lending !e their &ind su##ort for "o!#letion of
!y #ro$e"t.
I than& all those ho dire"tly or indire"tly su##orted !e !orally, finan"ially and through
#ro'iding &noledge (y hi"h I "ould "o!#lete !y su!!er training #ro$e"t.
)ast (ut not the least I a! than&ful to the !anage!ent of R4B4 Auto!o(iles )td +Dealer
of Maruti Su2u&i India )td, B es#e"ially to !y guide Mr. Dinesh Purohit hose "o<
o#eration and guidan"e as a !ilestone in "o!#letion of !y #ro$e"t.
CC
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