CONTENTS

CHAPTERS

CHAPTER 1
INTRODUCTION
1.1 ABOUT “J.N. GROUP”
1.2 ABOUT COMMERCIAL AUTOMOBILE
1.3 FUTURE CHALLENGES

CHAPTER 2
SEGMENT
2.1 ABOUT “TATA ACE”
2.2 BACKGROUND
2.3 FEATURES
2.4 SPECIFICATIONS

CHAPTER 3
3.1 METHODS OF DATA COLLECTION

CHAPTER 4
4.1 METHODOLOGY

CHAPTER 5
5.1 AREA & PEOPLE

CHAPTER 6
6.1 QUESTIONNAIR (FORMAT)
6.2 QUESTIONNAIR (FILLED)

CHAPTER 7
7.1 RESULT PROCESS
7.2 RESULT
7.3 GRAPHS & CHARTS

CHAPTER 8
8.1 COMPLAINTS

CHAPTER 9
9.1 SUGGESTIONS

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CHAPTER 1
INTRODUCTION

ABOUT “JN GROUP”

BACKGROUND
In the year 1933, Late Mr. Jai Narayan Gupta sowed the seeds of
the J N Group in Dehradun. Since then the group has been into diverse
fields like Dealership, Manufacturing, Finance, Transportation,
Maintenance, Tyre retreading, Health care, Naturopathy & Education.
After starting at Dehradun the group has now spread over the
Central, Northern and Western parts of India covering Utter Pradesh,
Madhya Pradesh, Rajasthan, Maharashtra & New Delhi.
The Group Chairman Dr. Ishwer Chandra Gupta is an M.Com.,
L.L.B. & the first Indian Ph.D. in Hire Purchase. Under his able
guidance, Mr. Kailash Gupta has provided direction & dynamism to the
group and created a lasting framework for enhancement of the Group’s
strength.

GROWTH AND DEVELOPMENT OF THE COMPANY

Expansion and diversification efforts of over the last 50 years
have resulted in multi-product, multi-disciplinary organisation. Today
the group has 16 finance companies under its unbrella. The group has 5
prime dealerships. The manufacturing industries of the Group are leaders
in their own field. All the industries have excellent sheet metal
fabrication and components manufacturing machinery.

2
CONTRIBUTION TOWARDS ITS CUSTOMER
In order to satisfy its customers, the Group provides an excellent
after sales service for which it has established Servicing & Repair
Workshop, unique its kind is the Commercial Auto Centre which is a
modern centre, best in India for auto repairing facilities all under the
same roof.

CONTRIBUTION TO SOCIETY
The group has established Jai Narayan Charitable Trust thgough
which various social activities are undertaken. The Group also has
established a unique Naturopathy and Homoeopathy Clinic at Jabalpur
which provides medical and health care to the society at minimal cost.
The Group serves the society at large by schools, dharmshalas and
scholarships for outstanding needy students.

VALUING ITS HUMAN RESOURCES

All the personnel are the part of the big family i.e. J.N. Group
who also cooperate to fulfil the different objectives and without them it
would not have been possible for the Group to reach to such heights of
success. The Group has highly talented management team comprising of
well qualified Engineers, Chartered Accountants, Management Grudates,
Taxation and Law experts. It recognizes immense value of its human
resources and has constantly nurtured and cared for them by continually
providing them personal growth and social welfare benefits.

FOCUS FOR THE FUTURE

The Group plans to keep up its position as a leader during the
coming years and for this, it has planned renewed emphasis for the next

3
five years on its manufacturing, marketing and servicing activities. The
Group is also focusing greater attention on boosting the quality, on
customer satisfaction and enter the export markets. Keeping in mind the
Group’s philosophy, some of the areas planned diversification and to
seek collaborations are Environment and Control, Special Purpose
Vehicles, Agro Industries and Floriculture.

4
 ABOUT COMMERCIAL AUTOMOBILE
The Commercial Automobile Pvt. Ltd. is situated at the heart of
jabalpur.
Commercial autombile is a renowned name in the field of Passenger car
division & commercial vehicle division with dealership of TATA
Motor’s.
Commercial automobile pvt. Ltd. Have two Divisions
1) Passenger car division.
2) Commecial vehicle division.
PCD & CVD both are situated at the heart of city,PCD’s Serviving center
is situated at Prem nagar, Madan mahal & CVD’s servicing center is
situated at Ghana, jabalpur (M.P.).
The CVD Servicing center which is situated at Ghana is 5th in ranking in
M.P.
This organisation is well known for it’s Service facalities &
Vehicles.
BEST DEALERSHIP AWARD
July 3rd, In a Grand Ceremony held at Pune, Tata Moter’s
Managing Director shri Ravikant had given the award of best Service
dealership to the Director Mr. Rahul Agrawal of Commercial Automobile
Pvt. Ltd. Workshop’s General Manager Mr. S.C. Ghosh said that this
award is the result of Great efforts & best service provided by the
workshop. He Said the importance of this award is that it is given on the
basis of evaluation of customer satisfaction.
This workshop which is situated at Ghana is a 9001- 2000
certified workshop and all type of services are provided with well
equipped modern and new machineries.

5
Present Global Challenge
Volvo, a leading manufacturer of trucks, buses, cars, construction
equipment, and aero engines, has entered in India in 1998. Its main focus
is in the area of fully built buses. In India, it has focused on providing
economical transport solutions in consonance with its values of safety,
quality, and environmental care. Its competitive advantage is its high
technology which makes the vehicle a very comfortable option to travel
through. Its trucks are reputed for their performance and economy and are
the flag bearers in their production activities in India. It is still operating
in the niche market of high end buses where the TATA compete through
its Spanish buses.

6
Future Challenges
• Mahindra and Mahindra: JV with ITEC, North American leader in
heavy trucks. M&M has formed a 51:49 JV called Mahindra
International with ITEC, USA, (parent NAVISTAR), to
manufacture commercial vehicles and to bolster its position in the
CV business. ITEC is the leader in medium and heavy trucks and
buses in North America, and is the world's largest manufacturer of
medium-duty diesel engines. Mahindra International aims to have a
presence across the CV market (6-35 tonnes GVW) with variants
of passenger transport, cargo and specialised load applications and
is likely to start producing medium/heavy commercial vehicles
from FY09.

• Force Motors: JV with MAN for manufacturing high-tonnage

vehicles Force Motors has paired up with MAN in a 70:30 JV to
manufacture high-tonnage and specialty vehicles, such as long-haul
trucks, tippers, tractor trailers and multi-axle vehicles in the 16-32
tonne range at its Pithampur plant, with an initial capacity of
24,000 units per annum and at an investment of Rs7bn. The JV
plans to sell nearly half of its production in the domestic market,
while the rest is to be exported to the Middle East, Turkey, Russia,
Asia and Africa. Further, the two companies have formed another
JV to manufacture buses in India from end-2007.

• Ashok Leyland: Acquisition of Czech Republic-based Avia Ashok

Leyland (ALL) recently acquired the truck unit of Czech Republic-
based Avia for US$35m. Avia manufactures 6-9 tonne LCVs and

7
has a capacity of 20,000 units per annum. The acquisition has
given ALL direct access to an entire range of Avia trucks, Avia’s
press shop with dies and tools, welding lines, state-of-the-art paint
shop and R&D facilities. ALL has also entered into technology
agreements with Hino Motors of Japan and ZF of Germany to
complement its in-house R&D efforts and developing
complementary components and aggregates.

8
CHAPTER 2 SEGMENT

Tata Ace
The Tata Ace is a mini-truck (similar to Japanese Kei Truck) lauched in
May 2005 by Tata Motors in India. It has revolutionized the entire
commercial vehicle industry with robust sales figures. It is in competition
with the prevalent three-wheeled goods carriers from Bajaj Auto, Piaggio,
Mahindra and Force Motors.

Tata Ace has created a new mini segment in India. Priced between 2.25 to
2.35 lakhs INR, the company aims to convert three wheeler users to 4
wheelers. One of the idea that has made the launch of this vehicle might
be that the government policy in India not to allow HMVs (that are
categorized by vehicles weighing above 3 tonnes) to enter cities after 7
p.m. to reduce traffic jams and pollution. TATA has found the gap in the
market and released Ace. The 700 cc engine delivers a power of 16 hp
(12 kW) @ 3200 rpm and a torque of 3.8 m·kgf (37 N·m @ 2000 rpm
gives a tough competition to Piaggio's mini truck (3-wheeler). It has a
permissible loading capacity of 750 kg (1650 lb). It also has a modern
cabin compared to its three wheeler rivals. It is best suited for use by
villagers in carrying goods over short distances. The project was headed
and executed by Girish Wagh.

The mini truck is produced at the facility in Pune works, Tata Motors. A
new facility is coming up in Pant Nagar, Uttranchal as well. The Tata Ace
succeeded in creating an entirely new segment that competitors are

9
known to be working on different models to compete against the Tata
Ace.

In June 2007 Tata Motors has also launched the passenger variant of
ACE, named MAGIC and also Indias first Maxivan - The Tata Winger,
which an entirely new platform. The company's objective is "to change
the way an average Indian travles" Tata Motors' two new vehicles
Magic and Winger will attempt to cater to the two ends of the people
movers segment.

“Tata Motors has always been at the forefront with its commitment
to offer transportation solutions, which will change the way India travels.
The Magic and the Winger are our latest initiatives in that direction and
more will follow,” said P.M. Telang, executive director of Tata Motors
commercial vehicle business unit.

The new Winger is being offered with two different roof heights and
two different wheelbase lengths and two different engine options, which
makes it a truely verstaile vehicle. The new Winger has been launched
simultaneously along with the new passenger carrier version of Tata
Motors' mini-truck. Based on the same platform as the Ace mini-truck,
the new passenger version, christened Magic will aim to capture the
market for the Budget people mover or share-auto category.

Tata Motors' two new vehicles, Magic and Winger, will try to cater to the
two ends of the taxi segment. The Winger, which is a sturdier and more
refined product, will attempt to wrestle market share in the Staff (ITES/
BPO employees) transportation segments, Hotel & Inter-urban Tourist
segments, Airport drop & pickup etc.

10
BACKGROUND

Tata Motors is India’s only full range manufacturer of

automobiles with a portfolio covering: Trucks, Buses, Utility vehicles and
Passenger Cars.
It has the distinction of being the fifth largest medium and heavy
commercial vehicle manufacturer in the world, with a significant
presence in Asia, Europe, Africa and Latin America. Tata Motors has a
manufacturing base in Bangladesh and a bus body plant in Senegal.

Tata Motors offers the most comprehensive range of commercial,

passenger and multi-utility vehicles. Over 150 models - from 2 tonne
LCVs to 40 tonne tractor-trailers and buses that can seat 13 to as many as
67 people - provide a wide variety of transport solutions. Through the
synthesis of inherent competencies with state-of-the-art systems,
processes and technology, Tata Motors has continuously evolved, adding
value to its products, and is now heading towards being a global player.

The goal is not just to better its product portfolio, but also
to keep expanding it, emerging as a commercial vehicle manufacturer
with a complete and comprehensive product range. The acquisition of the
Daewoo Commercial Vehicle Co., South Korea in March 2004 was an
important step in that direction - a logical extension of the product

11
portfolio for Tata Motors. The hugely successful launch of the fully-built
coaches and branded buses (under the 'Globus' and 'Starbus' brand names,

respectively) March 2005, was an extension of the product portfolio to

plug a significant gap in the market.

Recognizing a gap in the market for small commercial vehicles, Tata

Motors worked towards an innovative solution. In an era where there is a
need is to transport goods speedily, conveniently and in a cost effective
manner, while providing comfort, style and easy maintenance, Tata
Motors has developed the Tata Ace - India's first mini-truck.

Ideal for short, narrow village roads as well as long highway hauls, for
small bulky loads and large heavy ones, the Ace is an innovative 4-
wheeler offering for the first time in this category. The small exterior
belies the power-packed technologically-superior engine which gives the
Ace high power and high loading capacity.

A new revolution in transport, which is set to change the competitive

landscape of the small commercial vehicle segment. Tata Ace - the small,
big machine.

12
FEATURES

VERSITALITY SAVINGS STYLE

PERFORMANCE COMFORT SAFETY

13
SPECIFICATONS

TATA ACE

14
 TATA ACE Bharat Stage II and III
ENGINE
Model : TATA 275 IDI NA BS-II (and BS-III)
Type : 4-stroke, naturally aspirated, indirect injection diesel engine
Max. Output : 16 hp @ 3200 rpm
Max. Torque : 3.8 mkg @ 2000 rpm
Displacement : 700 cc
Special Items : catalytic converter (only in BS III)
CLUTCH : Single plate dry friction diaphragm type
GEAR BOX : GBS 65-4/5.27
Type : Synchromesh (4 forward gears), Sliding mesh (reverse gear)
STEERING : Mechanical, variable ratio (20.5 to 24.5), 380 mm dia
BRAKES
Type : Dual circuit hydraulically activated
Front : Disc brakes
Rear : Drum brakes (200 mm dia x 30 mm)
Parking Brake : Cable operated mechanical linkages acting on rear wheels
SUSPENSIO
N
Type : Parabolic leaf spring suspension at both front and rear
Shock : Hydraulic double-acting telescopic type both at front and rear
absorber
WHEELS AND TYRES
Tyres 145R12 LT 8PR RADIAL
FUEL Capacity 30 liters
TANK
PERFORMANCE
Max. Speed : 64 kmph
Max. : 16%
Gradeability
Grade : 15%
restartability
LOAD
BODY
Type : Pickup type. Hinged rear tail gate
Loading : 675 mm
height
Load Body : Length ? 2200 mm
(external)
: Width ? 1500 mm
: Height ? 300 mm
DIMENSIO All in mm
NS
Overall : 3800
Length (A)
Width : 1500
Wheel base : 2100 15
(D)
Overall height : 1820
CHAPTER – 3
METHOD OF DATA COLLECTION

DATA COLLECTION

PRIMARY SOURCE SECONDARY DATA

INTERVIEW PUBLICATIONS
METHOD (directories/trade journels/
news papers etc.)

INVOICES FOR
VEHICLE

OBSERVATION BILLS RAISED FOR

METHOD CUSTOMER

COMPANY RECORD

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 DATA COLLECTION

PRIMARY SOURCES

Primary Data is one, which is collected directly by the researcher,

for this purpose various

Tools Were undertaken during the survey. Broadly we can classify

them into INTERVIEW METHOD & OBSERVATION METHOD.

 INTERVIEW METHOD

For the collection of data from the Individual customers, interview

scheduling is very useful tool. Research’s main aim of using this tool is to
find out the customer’s satisfaction in respect of various segments,
although Information regarding vehicle’s mileage, engine power loading
capacity, braking & suspension system & overall performance were also
collected with this tool.

17
 As the Interview schedule is formed for the collection of specific
data and observation it stimulates the process of data collection, as per the
schedule a set of standard questions were asked to the Respected
Customer’s.

 OBSERVATION METHOD

Observation is the oldest method used by the researcher in

investigation or in any kind of field Training. Through this method the
observer directly or indirectly observes the condition and records the
events. The advantage of this method is that it cross checks the data and
information, supplements and validates the data through interview
scheduling.

SECONDARY DATA

Secondary data is also of much significance in the research,

secondary data are those data which was recorded earlier by the
researcher or other researcher’s for further use.

The source of secondary data or the secondary data could be taken out
from –

 Publications (directories/trade journals/ news paper etc.)

 Invoices for vehicle.

 Bills raised for customers.

 All customer’s who bought from us in the last 4 years – a one

time list compilation.

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 ACTIVITIES FOR SURVEY

 PLANNING THE COVERAGE

 Establish coverage norms for different TATA ACE categories.

 Area based coverage –

eg :- Monday :- 40-50 kms (Towards west).

Tuesday :- 50-60 kms (Towards east).

 VISITS

 Prepration before –

- Customer full detail (Name, contact no.)

- Customer location detail (address, geographical area)

- Product details.

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 - Financial schemes details.

- Register or diary & pen.

- Competition comparison chart.

CHAPTER 4
METHODOLOGY

In this survey of Commercial Vehicle Segment (TATA ACE) we adopt

the following methodology to reach the conclusion.

 Step no. 1 - First of all we make Close ended Questionnaire

which have four segments.

i) Regarding Staff.

ii) Regarding Vehicle.

iii) Regarding Finance

iv) Regarding Servicing

 Step no. 2 - All the above segments have three options.

a) Good.

b) Neutral.

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 c) Bad.

 Step no. 3 - Then we fill- up these

Questionnaire by asking questions to customers through Direct
interview & Telephonic interview.

 Step no. 4 - After having the filled

questionnaire, we calculate the percentages of Good, Neutral, Bad of
each customer according to Segment & Overall.

 Step no. 5 - Then we took out the Average of

the percentages of each Segment & Overall.

 Step no. 6 - And at the last the Overall average

percent is the Actual result which shows the Overall Performance of
the Vehicle, and also each Segment performance.

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CHAPTER 5
AREA & PEOPLE

ABOUT JABALPUR

Jabalpur (Hindi: जजजजजज,, Urdu:‫جَبل ُپور‬

َ ) is a city in the state of
Madhya Pradesh in India. It is located in the Mahakoshal region in the
geographic center of India.

Jabalpur is the administrative headquarters of Jabalpur district and

Jabalpur division. The city is considered to be a Sanskardhani, literally
meaning a "cultural centerplace".

The numerous gorges in the neighboring rocks have been taken

advantage of to surround the city with a series of lakes, which, shaded by
fine trees and bordered by fantastic crags, add much beauty to the
suburbs. However, many of these lakes now have been encroached upon
for the purpose of fishing or for building works, although greenery still
exists.The city itself dates from the nineteenth century, and is laid out in

22
wide and regular streets. It has a beautiful collection of marble rocks
called Bhedaghat surrounding the holy Narmada River. Many visitors
every year come to visit Jabalpur because of this major attraction.
Jabalpur is an important junction for the Indian Railways.

Jabalpur has a big Defence and Military Center - HQ of the MPBO

Area, the headquarters of West Central Railway Zone, the Madhya
Pradesh State Electricity Board,[1] and the Madhya Pradesh High Courts.
[2] It is also known for housing spiritual leaders like Maharishi Mahesh
Yogi of Transcendental Meditation and Bhagwaan Rajneesh (Osho)and
Vivek Ji.

Geography

Jabalpur is located at 23.17° N 79.95° E.[6] It has an average

elevation of 411 metres (1348 feet).

Demographics

As of 2001 India census GR India, Jabalpur had a population of

951,469. Males constitute 52% of the population and females 48%.
Jabalpur has an average literacy rate of 75%, higher than the national
average of 59.5%: male literacy is 79%, and female literacy is 70%. In
Jabalpur, 12% of the population is under 6 years of age. Jabalpur is
among the cities having Million plus population in India according to the
2001 Census.

23
 CHAPTER 8
COMPLAINTS

The Customer Complaints Regarding different Segments are :-

 For Staff :- The Staff members behavior were very good before the
commencement of the vehicle but after sale they start ignoring the
customer’s complaints.

 For vehicle :- For vehicle (TATA ACE ) Customer’s complaints

are-

 The major problem in the commercial vehicle ACE is it’s Tyre

problem, it’s tyre performance is very bad, Customer’s didn’t

want radial tyres because they Skits & have no grip on road.

 Engine cooling system did not good work in hot seasons.

24
  Lack of solid back up at front Design, customer want a metal

strip at front which provide a solid structure.

 For After Sales Service :-

 After Sale Service is bad, i.e. No response for

customer complaints.

 Excess service charges have charged.

 Vehicle’s delivery time is too late, i.e. vehicle is

not delivered within the given time limit.

CHAPTER 9
SUGGESTIONS

Some suggestions Regarding different segment’s are:-

 The Staff members should behave Equal & Good, before & After

selling of Vehicle.
 The customer complaints regarding any segment should not be

Ignored & should be given full attention.

 As the tyre performance is poor, they should be replaced with the
new one i.e. Radial tyre should be replaced with the normal or sporty
grip (MRF) tyres.
 Engine cooling system should be improved so that Driving become

comfortable .
 Servicing center should deliver the vehicle in given Time Limit.

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