...[pic] A Project Report on Customer Satisfaction Survey of Maruti Udyog Ltd. Final project report submitted in the fulfillment of requirements for the Postgraduate Diploma in Management (2007-09) Submitted To: Prof. Anita Saxena Submitted By: Ravindra Kumar Roll no-40 PGDM(2007-09) [pic] New Delhi Institute of Management, New Delhi. ACKNOWLEDGEMENT The research on “Customer Satisfaction Survey of Maruti Udyog Ltd.” has been given to me as part of the curriculum in the completion of 2-Years Post Graduate Diploma in Management. I have tried my best to present this information as clearly as possible using basic terms that I hope will be comprehended by the widest spectrum of researchers, analysts and students for further studies. I have completed this study under the able guidance and supervision of Dr. Manab Adhikari and my project guide Prof. Anita Saxena; I will be failed in my duty if I do not acknowledge the esteemed scholarly guidance, assistance and knowledge I have received from them towards fruitful and timely completion of this work. Mere acknowledgement may not redeem the debt I owe to my parents for their direct/indirect support during the...
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...Introduction The Automobile Industry registered a 30% increase over the past ten years. This industry plays a significant role in every major market around the globe. In 2012 63,069,541 cars were produced globally, close to 9 million workers were involved nonstop in the manufacturing process of these vehicles and their respective parts; 25% of these cars were built in China alone, in other words 1 in 4 vehicles are manufactured there. This is equivalent to 5% of the globe’s manufacturing sector. For every direct job in this industry at least 4 indirect jobs in the vicinity are created; this is equivalent to more than 40 million jobs worldwide. Jobs in industries such as steel, iron, aluminum, glass, plastics, glass, carpeting, textiles, computer chips, and rubber are some examples of jobs created indirectly by the Automobile Industry. Environmental Scanning of Current Conditions China assembled 25% of the world’s cars in 2012, keep in mind that this is 7 million more cars than Japan (second largest car manufacturer in the world). Its industry growth has been mainly motivated by business friendly policies created by the government, increase in domestic demand, and an emerging middle class. Although this industry has grown lately, it continues to remain dreadfully divided. Furthermore, government officials believe that surplus volume must come to a halt and worry about local government departments impairing the economy due to unrestrained expansions. Therefore, they are aiming...
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...13.4 %( muslim),2.3% (Christians),rest include sikhs,budhdhists,jain and jews. Language- 18 Major languages and More than 1000 minor languges.. demographics are going to futher skwed in favour of young people. At present in India two wheeler has the largest share in indian automobile industry. Two wheelers- first choice for middle and low income as a medium of transportation. -also attracted to young people as a style statement. -rapid increase in women focused scooters shows the interest of womens in two wheelers. India today is a young nation with a large percentage of its population below 35 years of age. The demographics are going to be further skewed in favor of the young over the next 15 years because of the boom in media and satellite TV, Indian youngsters are today exposed to global lifestyles, and in the process they have broadened their horizons. For youngsters, bikes are a style statement and not just a mode of transport. The two-wheeler industry is therefore likely to see further growth as more and more youngsters give expression to their lifestyle aspirations. Women are also going to play a pivotal role in further driving the growth of the two-wheeler industry. With more women working and public transportation not being able to meet the demands of the growing population, the two-wheeler will emerge as a convenient mode of transportation for many of them. The Companies like Hero Honda are selling about 12,000 units of women-focused scooter...
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...recession as significant decline in economic activity of a nation for considerable amount of time based on parameters such as production, demand, employment, real income and real GDP. In this part we try to argue position of Indian four wheeler auto sector in effect of global recession around 2008 and current recession (2012-13) caused by local macroeconomic issues. Global recession (2008 onwards) Though global recession took roots in 2007 itself, Indian auto industry could see its real impact only in 2008 quarters. Global auto industry was in tatters due to loss of credit and reduced liquidity. US sales were fallen by 32%. In India, though the situation wasn’t as grim as US, passage care sales dropped from 1,15,481 in 2007 to 1,13,822 in 2008. Some of the reasons of these impacts were high finance cost and fuel prices. Looking on the lines of industry growth in previous years, Indian auto players were investing in increasing production facilities. Where sudden recessionary situation forced SIAM (Society of Indian Automobile Manufacturer) to reduce growth forecast from 12.5% to 9.5%. The result was to run the auto manufacturing plants on low production capacity than installed, increasing overheads and reducing margin. Impact in India was not as severe as it was in US and European markets. Mainly because local Indian macroeconomic indexes were still in good shape plus government act quickly to lower the interest rates and infused liquidity in the system. Current Recession (2012-13) ...
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...a personal mode of transport caused by the lack of an efficient public transport system. Suzuki Motor Company was chosen from seven prospective partners worldwide. This was due not only to their undisputed leadership in small cars but also to their commitment to actively bring to MUL contemporary technology and Japanese management practices (which had catapulted Japan over USA to the status of the top auto manufacturing country in the world). A licence and a Joint Venture agreement was signed between Govt of India and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982. The vision of the company is “to be the leader in the Indian automobile Industry, creating customer delight and shareholders wealth. A pride of India”. Maruti Suzuki India Ltd. has always been a leader in the Indian automobile industry & we have studied the attitudes and behaviours that prevail within the organisation which are a major contributor to the success of the organisation. Understanding of the organizations parameters Leadership Leaders can make a difference. They have the ability to influence a group towards the achievement of vision or a set of goals and hence are needed to create vision for the future, and to inspire organizational members to want to achieve those visions. Maruti started in 1983. Since inception, it has seen many ups and downs. During recession in1999, it had to do severe layoff which saw resistance from workers. Business operation style has remained...
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...Indian Auto Industry The Indian Auto Industry faired brilliantly in the year 2010 and 2011 so far. We can easily pass the statement that the industry is on a boom currently. After a rough late 2008 and early 2009, the industry has grown with a CAGR of nearly 25% since then. At this rate, the Indian auto market is expected to become the third largest in the world only after US and China. While Japan is also vying for this rank, but Indian auto market with its current growth rate will overtake it sooner or later. Global consultants Booz and Co. in a report has predicted the Indian passenger vehicle market to grow at a rate of 15-20% and auto exports to grow at 8% for the next few years. New production techniques, product innovation, effective after sales service, new plants, enhanced R&D, strengthen distribution network and supply chain etc. To pave the way for future growth, the Indian auto companies will have to evaluate M&A decisions as well. Deals like TATA-Jaguar have already made international mergers a viable option. Therefore, Indian Auto Industry is an important industry for the purpose of this paper’s study. Limitations:- 1) For the study, only top 10 companies from an industry has been selected and not all the companies. Therefore, the results might be affected from downward bias. 2) The researchers were not experts in the industry they were studying. 3) The researchers were not expert in the software used for the purpose of this study and relied heavily on...
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...“In India , a middle class family would travel by scooter in the classic, death- defying Indian fashion. The father would drive with his son on the floorboard in front of him and the mother seated pillion, cradling her infant daughter in her arms. In India at that time, CARS for a young family were far out of reach and is still the same.”- Ratan Tata Before starting the project, an extensive research was conducted by Tata Motors. They have finally arrived at; the middle class men should have safer transportation for their families, to fill the status void felt by the middle class families and also realized that four wheels had emotional, not just practical appeal. Tata motors initial sales projections were at about 500,000 cars per year. The basic reason was the conviction that the target price shall redefine the 4 - wheeler segment. If only 10% customers of 9 Million two wheeler market transit to 4- wheelers it shall amount to 50% of the passenger car market share. Having defined the target segment clearly (Two wheelers family men), they took the wrong route to approach these customers which clearly shows the lack of CI. Their marketing strategy was no where to find intimacy with the target customers. Few insights from their marketing strategy, Tata will sell its ultra cheap new car through its own retail and electronics megastores, which is Westside and Croma as well as auto dealerships . There will be no TV campaign, only innovative use of print, radio ...
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...Comparative analysis of 4 brands of small segment cars Brands name: Maruti Swift, Volkswagen Polo, Chevrolet Beat, and Tata Indica Vista. * Maruti swift: it is the India’s largest car maker. And well known for offering pocket friendly cars, which are packed out with numerous features that make the car worth every penny. Maruti India is one of the pioneers of the automobile revolution in India. * Chevrolet beat: The Chevrolet Beat is a small, convenient car that offers looks that set it apart, great drive-ability, compact size and a stunning value-for-money proposition. Available with a choice of petrol and diesel engines, the Beat caters to a wide audience. Apart from being frugal, the Beat's USP lies in its design and futuristic interior styling as well. * Tata vista: The Tata Indica is a supermini car produced by the Indian manufacturer Tata Motors since 1998. It is the first passenger car from Tata Motors and it is also considered India's first indigenous developed passenger car. * Volkswagen polo: The Volkswagen Polo is a supermini car produced by the German manufacturer Volkswagen since 1975. It is sold in Europe and other markets worldwide in hatchback, saloon and estate variants. Analysis on the basis of product, price, place, promotion PRODUCT: * Tata Indica Vista * Maruti Swift * Chevrolet Beat * Volkswagen polo 1. Volkswagen polo: Highlights Engine capacity 1199 cc Fuel Economy (ARAI) ...
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...companies that wish to beat the market competition. The paper analyses the practical application of Blue Ocean strategy in case of Indian companies. This paper also discusses the risk factors/negatives associated with the emergence of application of Blue Ocean Strategy in India/worldwide. 1. Introduction According to the well-known authors and management thinkers, W. Chan Kim and Renee Mauborgne, ‘the only way to beat the competition is to stop trying to beat the competition’. According to them, the entire market universe can be divided into two oceans: Red Ocean and Blue Ocean. Red Ocean is representative of all such industries/products which already exist and are thus representative of the known market space. Blue Oceans denote the industries/products not in existence today. Blue Oceans thus represent the unknown market space. In the Red Ocean industry boundaries are defined and well accepted. This means the existing competition is well known in the market space and the players in the market try to outperform their rivals to get greater share of the existing market demand. As existing market space gets crowded prospects for good profit and growth in future are reduced. Products then lose their distinctiveness and become regular commodities resulting in cut throat market competition thus turning Red Ocean more red or bloodier. Blue Ocean in contrast is defined by untapped market space, opportunities for highly profitable growth and possibility for new demand creation. [1] ...
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...SUMMER PROJECT REPORT ON “EQUITY REASER CH OF INDIAN COMMERCIAL VEHICLES INDUSTRY” In the partial fulfilment of the Degree of Master of Management Studies under the University of Mumbai By Mr. Mihir Bhatia (Roll No: A- 05) Under the guidance of: Mr. Pranjal Wagh Prof. Nilay Savla (External Guide, Organization) (Internal Guide) Aruna Manharlal Shah Institute of Management and Research Ghatkopar [W], Mumbai-86 2010-11 Acknowledgement In the course of researching and completing this project, I have been fortunate in receiving help from many individuals, without them it would never have come to fruition. I therefore wish to express my gratitude to the following that have helped me throughout my project. I acknowledge and thank the Mumbai University and My Institute “ARUNA MANHARLAL SHAH INSTITUTE OF MANAGEMENT AND RESEARCH” who gave me the opportunity to undertake this very summer project in MMS Course. And the first person that comes to mind for this is Our Prof. NILAY SAVLA, who is not only my Mentor but also the person who made me incline towards my goal of pursuing Finance as a career. Her support and inputs are valued and respected. I wish to express my gratitude to Samarth EduFin Pvt. Ltd. to give me the opportunity to work in the Company as a Management Trainee. I am deeply indebted to Mr. Pranjal Wagh for his efforts in terms of time, energy and knowledge sharing. He has been most gracious and accommodating. Without any...
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...Asian Research Journals TAJMMR TRANS Asian Journal of Marketing & Management Research Vol.2 Issue 3-4, March-April 2013, ISSN 2279-0667 A STUDY OF SMALL CAR CONSUMER PREFERENCE IN PUNE CITY Mrs. Beena John*; Dr. S. Pragadeeswaran** *Research Scholar, MS University, Tirunelveli, India. **Deputy Controller of Exams, Annamalai University, Annamalai Nagar, Tamil Nadu, India. ABSTRACT Indian Automobile small car business is influenced by the presence of many national and multi-national manufactures after liberalization in 1991. The presence of the many manufacturers and variants within the city provides several decision options to the customers as they supply similar product proposition, creating the passenger automotive small car market highly competitive Customers now search for those differentiating parameters, which may help them to choose among the alternative products available in the market. The purpose of this paper is to come with the identification of parameter that influence the customer purchase preference behavior patterns of passenger automobile small car owners within the city of Pune. Of greatest interest to the current study is the impact of demographic variables and income affecting the vehicle selection of small cars. KEYWORDS: Consumer preference, small cars, influencing factors. ___________________________________________________________________________ INTRODUCTION India assisted by its economic advancement, is experiencing fast...
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...UVA-M-0768 Rev. Feb. 2 2011 24, THE TATA NANO THE PE T O: EOPLE’S CAR It was one of the longest t f t-awaited an most talke nd ed-about aut tomobile deb in India On buts a. January 10, 2008, Ta Motors unveiled its (U.S. dollar USD2,50 car1 (also called “Rs1 lakh ata u rs) 00 car” or “t people’s car”) at the ninth Auto Expo in New Delhi. The Tata Nano brought a m the s w o media blitz and a crush of onlookers th required top-level sec o hat t curity. Woul the car liv up to its h ld ve hype? ignal a new era for the sm car mar e mall rket in India How could Tata ensur the a? re And did its launch si w ofitable? product would be pro Widely touted as the chea W d apest car in the world, th Nano was scheduled to be availab in t he s ble September 2008. In addition to paying (Indian rupees) IN lakh— a p INR1 —equivalent t INR100,0 to 000— buyers would also have to pay 12.5% valu w h ue-added tax along wit charges s x th such as road and d transport tation taxes. The two-cy ylinder gaso oline-powere version w ed would debut first; the d t diesel versions would soon follow. The Nano wa one of th world’s most fuel-eff T as he m fficient cars, getting 52 miles per g gallon (mpg) in the city and 61 mpg on the highwa (22 km pe liter and 2 km per lit respectiv d n ay er 26 ter, vely). Measurin 3.1 meters by 1.5 meters, it dis ng m splaced Mar Udyog’s Maruti 80 as the wo ruti s 00 orld’s smallest...
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...Two wheeler industry Origin India commenced development of its automobile industry as early as 1950’s as passenger cars and commercial vehicles industries took shape trough 60’s & 70’s, The emphasis was on the public transport vehicles as also on medium and heavy duty commercial vehicles and Two wheelers. Since the year 1950, India share a world automotive output has increase from 0.1% to 0.4% only The year 1982 a marked an important watershed in the history of Indian automotive industry .The advent of maruthi car opened the flood gates of contemporary Japanese technology to the Indian government labialization of industrial policy set in motion a near total transformation of a industry through modernization and technological up gradation Growth and Development The two-wheeler industry has undergone a metamorphic change in 90’s and few would have anticipated that the deferent types of two wheelers would be increase in popularity with both sexes opting to own personal transport. In the early stages sales of scooters, motorcycles and moped where effect mainly in urban areas. Latterly, rural areas too greater preference is being accorded as cycles are leaving place to powered driven two wheelers such as scooters, motorcycles, and moped. While the growth in this years has been spectacular the output may be raising even more impressively hence fourth as dearer patrolling products have been compelling the use of two wheelers because of the economics that can achieved...
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...In conclusion, Proton should analyze more on their consumers or even carry out a better research on the consumers nowadays. They should come out with a strategy of market their products. For the economic situation, their currently doing better than before, but they would have to put in much more effort to win people’s heart as Malaysia’s number one car brand. Here are a few more suggestions for myself for proton to improve. First they should hire a professional from automobile industry to give them an advance training on their innovation and designing to win people’s heart. At the same time improve the services in every Proton outlet for the consumers that had already purchase Proton to enjoy after buying services better than other automobile industry. Besides that, proton could go in other fields like giving out sponsorships to people who need them to increase Proton’s fame to create a better brand image. Lastly, use better materials to produce Proton’s automobile to create a better quality of vehicle and make Proton the best car company in Malaysia. 5.0 REFERENCES 1. Retrieved from http://www.themalaysianinsider.com/sideviews/article/protons-problems-lie-in-drbs-hands-maxmonster-analytics, (accessed 2015) 2. Lee W. L. (2012). “Syed Mokhtar’s Proton win raises concerns over wealth concentration.” Retrieved from http://www.tindakmalaysia.com/showthread.php/4347-Finance-DRB-Hicom-takes-over-Proton 3. William Y. (2015). “Proton is dying and Dr. M as a chairman is...
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...Research The actual goal of the research process is to evaluate the customer’s buying behavior of cars by taking Tata Nano as the primary example and analyzing car-marketing segments in the automobile industry in order to support the Indian automobile companies especially Tata Nano, for improving their market sales. Scope of the Research The main scope of this project is to analyze the information on the Indian automobile industry and the car marketing aspects of automobile industry by considering Tata Nano as an example. This research will provide the detailed overview on the automobile industry in India and the changes in the Indian automobile industry after the establishment of Tata Nano. It will cover the different aspects related to the car marketing like the marketing plans and marketing strategies required for success. Factors of the Research The main factors of this project are as follows: * The overview of the Indian automobile industry * The detailed information on the buying behavior of the customers when they buy cars Research and Study Within the process of completing this research, hasn’t faced any obstacles until now and in the process of gathering the information from the different types of data collection methods of secondary source of data, there are some limitations and restrictions for collecting the information. In the process of gathering the information from the articles and case studies of previous scholars the researcher was asked to...
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