Premium Essay

Customer Care Maruti

In: Business and Management

Submitted By priyankk
Words 9284
Pages 38
Customer Satisfaction Survey of Maruti Suzuki India Limited

Maruti Suzuki India Ltd.
Maruti Suzuki India limited (MARUTI SUZUKI INDIA LIMITED) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzuki¶s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices.

Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile joint ventures, and has made profits every year since inception till 2000-01. In 2000-01, although Maruti generated operating profits on an income of Rs 92.5 billion, high depreciation on new model launches resulted in a book loss.

MATA GUJRI COLLEGE, FATEHGARH SAHIB

History of Maruti
In 1970 , Sanjay Gandhi the son of Indira Gandhi envisioned the manufacture of an indigenous , cost effective , low maintenance compact car for the

Similar Documents

Premium Essay

Marketing Report

...[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...

Words: 5243 - Pages: 21

Premium Essay

Crm Strategies of Tata Moters and Maruti

...ASSIGNMENT # 2 OF CUSTOMER RELATIONSHIP MANAGEMENT TOPIC- CRM STRATEGIES OF AND Submitted to :- Mr. Rajan Girdhar Submitted by: Ashutosh Kumar Singh Roll no.- RR1903A15 Regt.- 10902738 INTRODUCTION OF TOPIC The core theme of all CRM and relationship marketing perspectives is its focus on cooperative and collaborative relationships between the firm and its customers, and/or other marketing actors. CRM is based on the premise that, by having a better understanding of the customers’ needs and desires we can keep them longer and sell more to them. There are three parts of application architecture of CRM: Operational - automation to the basic business processes (marketing, sales, service) Analytical - support to analyze customer behavior, implements business intelligence Co operational - ensures the contact with customers (phone, email, fax, web...) To understand the real business scenario about the practice of CRM in Indian automobile industry & than compare it with MARUTI & TATA motors in passenger cars. The automobile industry in India is the tenth largest in the world with an annual production of approximately 2 million units is expected to become one of the major global automobile industries in the coming years. A number of domestic companies produce automobiles in India and the growing presence of multinational investment, too, has led...

Words: 3460 - Pages: 14

Premium Essay

Blah

...CASE STUDY TITLE: MARUTI UDYOG LIMITED – Managing competition successfully [pic] MARUTI UDYOG LIMITED – Managing competition successfully Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of Parliament, to meet the growing demand of a personal mode of transport caused by the lack of an efficient public transport system. It was established with the objectives of - modernizing the Indian automobile industry, producing fuel efficient vehicles to conserve scarce resources and producing indigenous utility cars for the growing needs of the Indian population. A license and a Joint Venture agreement were signed with the Suzuki Motor Company of Japan in Oct 1983, by which Suzuki acquired 26% of the equity and agreed to provide the latest technology as well as Japanese management practices. Suzuki was preferred for the joint venture because of its track record in manufacturing and selling small cars all over the world. There was an option in the agreement to raise Suzuki’s equity to 40%, which it exercised in 1987. Five years later, in 1992, Suzuki further increased its equity to 50% turning Maruti into a non-government organization managed on the lines of Japanese management practices. Maruti created history by going into production in a record 13 months. Maruti is the highest volume car manufacturer in Asia, outside Japan and Korea, having produced over 5 million vehicles by May 2005. Maruti is one of the most successful automobile...

Words: 8533 - Pages: 35

Premium Essay

Project on Marketting

...markets, customer satisfaction is a key driver of performance, making its measurement and management crucial. Most studies on customer satisfaction take an aggregate standpoint and do not consider segment-specific differences in attribute importance. In this article, the authors report on customer satisfaction with ambal auto (p) Ltd. They hypothesize that personal, situational, and product factors moderate the relationship between attribute performance and overall satisfaction. The “service-dominant logic” focuses on the firm and the customer co creating value, as defined by the customer. Achieving this orientation requires firms to understand which components of the service concept are most important to different subsets of customers. However, research on the relative importance to customers of core and peripheral service components has produced mixed results. The results show that these factors indeed influence Attribute—Performance—Satisfaction Relationship The present study investigates this relationship for salespeople in a business he theoretical justification for a positive impact of salespeople’s job satisfaction on customer satisfaction is based on the concept of emotional contagion. The analysis is based on a dyadic data set that involves judgments provided by salespeople and their customers collected across multiple manufacturing and services industries. Results indicate the presence of a positive relationship between salespeople’s job satisfaction and customer satisfaction...

Words: 6888 - Pages: 28

Premium Essay

Crm in Marurti Suzuki

...Meaning of Customer Relationship Management Customer Relationship Management (CRM) is directly related to the satisfaction of customers’ needs. CRM takes care of expectations of customers and what and how a product is presented to the customer. CRM is defined as a system that comprises large amount of customer data and presents it in a suitable manner. This information helps in retaining old customers and developing new potential customers. CRM plays a vital role in effective decision making in marketing management. CRM can also be defined as ✓ A process of creating and maintaining relationships with business customers/consumers, a holistic approach of identifying, attracting, differentiating and retaining customers. ✓ A process of integrating the firm’s value chain to create enhanced customer value at every step. ✓ An integrated cross functional focus on improving customer retention and profitability for a company/organization. Need of CRM In competitive times the challenge is to keep the customers in fold. Companies/organizations lose many loyal and profitable customers due to absence of CRM. There has been a great urgency of CRM in marketing management as best as possible to compete well in today’s innovative business world of high technology. So to create new customers and to retain old (loyal and profitable) customers, it is very much urgent to implement CRM in marketing management. To survive in today’s tough competitive business environment, CRM is...

Words: 3921 - Pages: 16

Premium Essay

Industry Analysis in Context of the External Environment

...Table of Contents 1 INTRODUCTION 2 2 INDUSTRY ANALYSIS - A BROAD DEFINITION 2 3 EXTERNAL ENVIRONMENT 2 4 INDUSTRY ANALYSIS 2 4.1 Industry Attractiveness 3 4.2 Porters Five Forces Model 3 4.3 Industry Dynamics 4 5 INDUSTRY ANALYSIS OF MARUTI SUZUKI 4 6 MARUTI SUZUKI’S INTERNAL AND EXTERNAL ENVIRONMENT 4 6.1 Strengths, Weaknesses, Opportunities and threats 4 6.2 Maruti Suzuki Broad Environmental Forces 5 7 INDUSTRY ATTRACTIVENESS OF MARUTI SUZUKI 5 7.1 Bargaining power of customers: High 5 7.2 Bargaining power of suppliers: Medium 6 7.3 Existing competitors (rivalry’s): High 6 7.4 Threat of new entrants: Increase 6 7.5 Substitute Providers: Increasing 6 8 CONCLUSION 7 9 DECLARATION STATEMENT 8 10 BIBLIOGRAPHY 9 1 INTRODUCTION The purpose of this document is to critically explain what is meant by Industry analysis in context of the External environment. I will also analyse the attractiveness of the industry in which Maruti Suzuki is operating in. The analysis will be based on Porters Five Forces model which will comprise of looking at the power of buyers (Customers), the power of suppliers, existing competitors, potential competitors (threat of new entrants) and substitute providers (substitute products or services). 2 INDUSTRY ANALYSIS - A BROAD DEFINITION Osmond Vitez defines an industry analysis as a business function that is used to help organisations understand the market they are competing in and how this understanding can be used to gain...

Words: 2696 - Pages: 11

Premium Essay

Marketing

...GROUP 9 SECTION B In today's automotive market, sound after-sales service has become a critical success factor in car sales. At the same time, along with the sharp increase in customer numbers, spare parts and service business is creating reliable revenues and considerable profits for automotive companies. Maruti Suzuki India Limited has been a market leader in the India Automobile Industry. The study attempts to study the channel management principles and dynamics in Car Spare parts adopted by Maruti Suzuki India Limited. GROUP 9 SECTION B In today's automotive market, sound after-sales service has become a critical success factor in car sales. At the same time, along with the sharp increase in customer numbers, spare parts and service business is creating reliable revenues and considerable profits for automotive companies. Maruti Suzuki India Limited has been a market leader in the India Automobile Industry. The study attempts to study the channel management principles and dynamics in Car Spare parts adopted by Maruti Suzuki India Limited. MARUTI SUZUKI INDIA LIMITED SPARE PARTS CHANNEL MANAGEMENT MARUTI SUZUKI INDIA LIMITED SPARE PARTS CHANNEL MANAGEMENT By- Aman Srivastava UM14069 Amiya Arnav Um14071 Anish Avinash Sahu UM14072 Rajesh Kumar Panda UM14101 Saurabh Paul UM14105 Tanya Singhania UM14117 By- Aman Srivastava UM14069 Amiya Arnav Um14071 Anish Avinash Sahu UM14072 Rajesh Kumar Panda UM14101 Saurabh Paul UM14105 Tanya Singhania UM14117 ...

Words: 5509 - Pages: 23

Premium Essay

Joint Ventures

... MARUTI SUZUKI Maruti Udyog Limited (MUL) : established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on Suzuki alto kei.   Maruti Udyog Limited  was renamed as  Maruti Suzuki India Limited . (17 Sept. 2007,) The company's headquarters are located at “Plot no.1 Nelson Mandela Road, Vasant Kunj, New Delhi-110070. It has two plants for Manufacturing facility:- Gurgaon Manufacturing facility Manesar Manufacturing facility  4. GURGAON PLANT Three fully integrated manufacturing plants Area: 300 Acres Manufacturing Capacity: 7,00,000 Vehicle annually (each 3 plant) Cars manufacturing : 800, Alto, WagonR, Estilo, Omni, Gypsy and Eeco.  5. MANESAR PLANT Area: 6oo Acres Manufacturing Capacity: 5,50,000 Vehicle annually Cars Manufacturing:  A-star, Swift, Swift Dzire, Ritz andSX4  6. MARUTI SUZUKI INDIA LTD. Maruti Suzuki is India and Nepal’s leading automobile manufacturing company and the market leader in the car segment both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government and 54.2% by Suzuki of Japan. The BJP led government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007 Govt. of India sold its complete share to Indian financial institutions. The Govt. of India no longer has stake in Maruti Udyog.  7. JOINT VENTURE Relationship between the Government of India under the United Front (India) coalition and Suzuki...

Words: 10019 - Pages: 41

Premium Essay

Maruti Case Study

...ANÁLISIS ECONÓMICO DE MARUTI | SUBMITTED TO:- SUBMITTED BY:-DR. R.L. CHAWLA GARIMA SUNNY ARYA RITIKA SABARWAL SWARAJ S. SIDHU YASHASVI YADAV | MARUTI SUZUKI INDIA LIMITED (MSIL). COMPANY AT A GLANCE HISTORY * Year of Establishment – 1981 * MUL was established by Govt. to meet the growing demand of personal mode of transport caused by the lack of efficient public transport system. * MUL launched Maruti -800 as its 1st car in Dec,1983 for Rs. 47,500 MERGER BETWEEN SUZUKI MOTORS CORP. & MARUTI UDYOG LTD. * Maruti Suzuki India Ltd. Is subsidiary of Suzuki Motors , Japan * MSIL has been the leader of Indian car market for over 25 years now. * The company has two manufacturing units located at Gurgaon and Manesar. * Number of employees >8500 * The company offers...

Words: 5048 - Pages: 21

Premium Essay

Reader's Hub

...INTRODUCTION If you’ve gone from here to there or just about anywhere in India, chances are you’ve driven with MARUTI SUZUKI, as their slogan says “Way of Life”. Maruti Suzuki India Limited, commonly referred to as Maruti and formerly known as Maruti Udyog Limited, is an automobile manufacturer in India. It is a subsidiary of Japanese automobile and motorcycle manufacturer Suzuki. For over 3 decades now, they have been going places with India. Its manufacturing facilities are located at two facilities Gurgaon and Manesar in Haryana, south of Delhi. In 1982, little did this quiet suburb of New Delhi know that it was to become the seat of India’s automobile revolution, at the Maruti Suzuki factory? In 1982, India turned out just 40,000 cars every year. The Maruti 800 rolled out and a new chapter began. Their story was an obsession with customer delight*, unheard of until then. It was about a commitment to create value of innovation, quality, creativity, partnerships, openness and learning. It was a new story of leadership. Today, Maruti Suzuki alone makes 1.5 million cars every year. That’s one car every 12 seconds. It was also the story of motoring revolution-cars that delivered great performance, efficiency and environment friendliness with low cost of ownership. A story built on Suzuki’s belief in small cars for a big future one that enabled millions of Indians to make driving a way of life. Indians, and India, got into the driver’s seat, and they were happy to drive with...

Words: 1239 - Pages: 5

Premium Essay

Crm Maruti Suzuki

...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...

Words: 3095 - Pages: 13

Premium Essay

Automobile

...Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6 6 3 4 Customer Retention for Service at dealers, satisfaction, thereby, sales retention for the future 7 8 10 10 10 Operational CRM 4.1 4.2 4.3 4.4 Campaign management for promoting the special offers SX4 Pre-launch Campaign management on MSD CRM 4.0 Insights for Dealer Development Division (DDD) & used car division (TRUE VALUE) Loyalty card implementation (Auto card) 11 5.0 6.0 7.0 8.0 Strategic CRM Philosophical CRM Challenges addressed by MS Dynamics CRM 4.0 Future challenges of Maruti’s CRM 11 12 14 14 Great Lakes Institute of Management, Chennai 2 1.0 Introduction Maruti Suzuki is the Indian passenger car market leader for several decades. It has crossed the 10 million cumulative domestic sales mark here today. It is the only automobile company in India to cross this milestone. The Company, which had rolled out its first car in December 1983, attained 5 million domestic sales in February 2006. The next 5 million domestic sales have been achieved in six years...

Words: 3095 - Pages: 13

Free Essay

Suzuki

...increase yearly manufacturing capacity, build new research and development facility, increase annual production capacity totwo million mark in five years, setting a precedent for automakers countrywide andincreasing penetration in the rural segment are some of the strategies adopted by theorganization. 3. Selection of technology - In order to face the onslaught of increasing competitionmanagers today look for ways to use information technology as a strategic weapon togain advantage over their competitors. Today various systems have begun to mergeinto an overall information technology system that can be used as a strategic weapon.Applications such as extranets, e-commerce, and network structures redefine andsupport relationships with customers, suppliers and other organizations. 4. Growth of size – The size of the company has grown...

Words: 1955 - Pages: 8

Free Essay

Tata Nano

...0050 0.0050 0.0050 Assumption: • Tata Nano buyer comes form new passenger car buyers and 2-wheelers buyers • Market research indicate that Probability of those who initially want to purchase Passenger car turn out to purchase Nano is 0.2% , from 2-wheelers to Nano is 0.5% Segmentation|Q2: How to position Young rural • Pragmatic • Entrepreneurial • Cost sensitive y o u n g Young Urban • Fashionable • High income • High education Young rural • Relatively rich • Entrepreneurism • Fashionable y o u n g Yong Urban • Fashionable • High income • High education Rural Urban Rural Urban Old Rural • Low income • Cost sensitive • Care about service Old Urban • Pragmatic • Care about service O l d Old Rural • Low income • Cost sensitive • Care about service Old Urban • Pragmatic • Care about service O l d Characteristics of those who Probable buy new 2-Wheeler...

Words: 811 - Pages: 4

Premium Essay

Indian Small Car Industry

...small, it is India. Until yesterday, all the world's auto-manufacturers expected to create success out of their midsize products. There were as many as five players in the mid car segment and just one--the Rs 7,956-crore Maruti Udyog Ltd (MUL)--in the small car segment. Suddenly Daewoo Motors India and Hyundai Motors India--are changing lanes midway, making the small car market as the pivot of their marketing strategy in India. Couple that with the fact that two domestic manufacturers--the Rs 10,074-crore Tata Engineering & Locomotive Co. (TELCO) and the Rs 223-crore Kinetic Engineering--are ready with similar indigenously-designed products to compete in this market The last two years has really been the period of war in the small car market The story Behind…. The auto majors read the market wrong. Since the small segment was dominated by MULwith a market share of 96 per cent and given that the Trans –national brands already had tried-and-tested mid-size models in Indian market, this segment was more attractive than the existing ones. This perceptual change was because of two reasons. • • The clutter in the large and midsize segment due to entry of many international players. The small segment grew faster than the mid-size one, driven by the price-sensitive customer. Both the above factors had an enormous impact on mid-size car manufacturers. Stung by a sharp 80 per cent drop in sales between April and November 1997, over the corresponding period in 1996, Daewoo Motors slashed the...

Words: 10775 - Pages: 44