...1. ABSTRACT In highly competitive 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...
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...Submitted To: Submitted By: Prof. R. Srinivasan Gulshan Sharma FPG1113/021 Impact of working capital on the profitability of the firm | Table of Content Topic.............................................................................................................................Page No. Acknowledgement........................................................................................................ 3 Executive Summary...................................................................................................... 4 Company Profile........................................................................................................... 5 Introduction.................................................................................................................. 10 Objective...................................................................................................................... 19 Research Methodology................................................................................................ 19 Limitation..................................................................................................................... 19 Data Analysis............................................................................................................... 20 Findings............................................................................................
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...Organisational Behavior Study Maruti Suzuki India Ltd. A Brief About the Organisation 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. 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...
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...Summary…………………………………………3 Chapter-1:Introduction………………………………………4 Chapter-2:Analysis of facts and figures of Maruti Suzuki….9 Chapter-3:Case study of Manesar plant……………………..18 Chapter4:Learnings………………………………………….29 Bibliography…………………………………………………35 Abbreviations • MUL-Maruti Udhyog Limited • GM-General Motors • BSE-Bombay Stock Exchange • NSE-National Stock Exchange • ACMA-Automotive Component Manufacturers Association of India • SIAM-Society of Indian Automobile Manufacturers • CSI-Customer Satisfaction Index • MDS-Maruti Driving Training School • ITI-Industrial Training Institute • OEM-original equipment manufacturers Executive Summary Maruti Suzuki India Limited is India's leading & largest Passenger car manufacturer which accounting for nearly 50 percent of the total industry sales. With a view to cater the demand of all types of customer the company has variety of brands in its basket i.e ranging from the peoples car Maruti 800 to the stylish hatch-back Swift, SX4 Sedan and luxury sports utility vehicle (SUV) Grand Vitara. The company has received ample awards and achievements due to its continuous innovations and technological up gradations. The company today is very conscious about safeguarding the environment from vehicle pollution which resulted in launching of its advanced K-Series engines. Despite of stiff competition, Maruti Suzuki India Limited is presently considered as the leading automobile giant due to its remarkable...
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...VOLUME NO. 5 (2014), ISSUE N O. 02 (FEBRUARY) ISSN 0976-2183 A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access International e-Journal - Included in the International Serial Directories Indexed & Listed at: Ulrich's Periodicals Directory ©, ProQuest, U.S.A., EBSCO Publishing, U.S.A., Cabell’s Directories of Publishing Opportunities, U.S.A., Open J-Gage, India [link of the same is duly available at Inflibnet of University Grants Commission (U.G.C.)], Index Copernicus Publishers Panel, Poland with IC Value of 5.09 & number of libraries all around the world. Circulated all over the world & Google has verified that scholars of more than 3130 Cities in 166 countries/territories are visiting our journal on regular basis. Ground Floor, Building No. 1041-C-1, Devi Bhawan Bazar, JAGADHRI – 135 003, Yamunanagar, Haryana, INDIA http://ijrcm.org.in/ VOLUME NO. 5 (2014), ISSUE N O. 02 (FEBRUARY) ISSN 0976-2183 CONTENTS Sr. No. TITLE & NAME OF THE AUTHOR (S) Page No. 1. SILVER COMMODITY TRADING IN INDIA: A CASE STUDY OF KARVY COMTRADE LTD., HYDERABAD DR. A. R. ARYASRI & G. KRISHNA 2. A STUDY OF FLUCTUATIONS OF FORWARD TRANSACTIONS ON SELECTED COMMODITY PRICES WITH REFERENCE TO YEAR 2001-2010 DR. RAJESHRI DESAI, DR. ABHA SINGH & ANKITA PANDEY 3. A STUDY ON ORGANIZATIONAL CULTURE WITH SPECIAL REFERENCE TO IMPETUS PRIVATE LIMITED, INDORE AKSHATA SHARMA, MEENAL GUPTA & ANAND TRIVEDI 4. GREEN MARKETING: A HOLISTIC VIEW AND CASE STUDY OF ONGC BHAWNA...
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...[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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...Top of Form Bottom of Form Explore Zoom 1. Perception of the environment – It is worthwhile to take a deeper look into theenvironmental factors that severely affect the organization due to its closeentanglement with various issues. The political is probably the most unstable factor asthe government decides to continuously slash tax rates on various commodities andthe debate rages on the approval of FDI in the automobile sector.The economic scenario has been highly volatile with easy availability of finance,incentives from the government, policies and duties and taxes. The technologicalfactor deeply affects the organization as this is a highly technically influenced productand has a direct effect on the productivity of the firm and its workers. In the legalenvironment, the country has relatively high import duties and has a weighted taxreduction of upto 150% on in-house RnD activities. 2. Choice of Strategy - The strategy includes to counter increasing competition andfalling market share in the small car segment, 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...
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...Maruti Suzuki CHALLENGE: LABOUR MANAGEMENT RELATIONS & PRODUCTION QUALITY Maruti has been in the news for almost a year now due to large number of strikes, also resulting in lock out of the factory sometimes due to labour unrest. The company says that soon afterwards, there are large scale incidents of sabotage—such as doors falling off completed cars. HRM REASONS WAGES & OTHER BENEFITS: Differential wages payment system for the similar work performed for almost similar number of hours. A contract worker is paid Rs 7000 a month and a permanent worker’s pay is around Rs 18,000; Other than salary, a contract worker is not entitled to medical benefits that a permanent worker gets, or the bus service, again which only the permanent worker can use. Yet, there is apparently little difference in the specific nature of the job for both categories. Discrimination is to the extent that even the dresses for both the categories of employees are different. This sense of discrimination hampers the working efficiency of the employees thus affecting the overall production quality of the maruti’s product WHAT NEEDS TO BE DONE: The Company can continue to keep the contract workers as it is in the benefit of the company as the company has not to worry about the labour in time of slump or even when there is a high demand for the labour. But the company HR Policies should enforce the system where there is no discrimination of the wages between both the categories of employee. As the...
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...Ninth AIMS International Conference on Management January 1-4, 2012 Blue Ocean Strategy – A Critical Analysis of Application on Indian Companies Smita Shukla smitashukla_in@yahoo.com University of Mumbai, Mumbai Blue Ocean Strategy which is much discussed strategic approach that needs to be followed by such 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...
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...Introduction Topic – Elasticity of Demand Demand for Cars based on the Fuel Type and the Interest Rates offered by Financial Institutions. Under Professor Pratap Mohanty By Group 4 EPGDIM (2012-14) Nupur Kinger (41) Rachit Luthra (46) Ravi Mohan Dabral (50) Rohit Jaswal (54) Udai (62) Table of Contents Page No. 1. | Executive Summary | 3 | 2. | Objectives | 4 | 3. | Methodology | 5 | 4. | Analysis of Objectives | 8 | 5. | Conclusions and Assumptions | 19 | 6. | References | 20 | Executive Summary OVERVIEW The new car market abounds with choice. A myriad of models, fuel type and financing options available face the new car purchaser; each different vehicle type carefully designed so as to display a combination that differentiates it from the competition. From a consumer’s point of view, of course, the ‘attributes’ of a vehicle include...
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...Strike costs Maruti Suzuki's Manesar plant workers food and family Chanchal Pal Chauhan, ET Bureau Sep 21, 2011, 02.37am IST Tags: * Maruti Suzuki Employees' Union| * Maruti Suzuki MANESAR: For four years, Mukesh Kumar, 25, has been painting bodies of Swifts, A-Stars and SX4s at Maruti Suzuki's fourth and most modern factory at Manesar. For the past 23 days, however, Kumar has stopped doing the job he knows best. He's one among almost 2,000 workers at Maruti, including permanent, casual and apprentices, protesting their employer's condition that they sign a 'good conduct' bond to maintain smooth manufacturing operations. Kumar and his ilk are now preparing for another period of wage loss. In June, Maruti's workers at Manesar had lost 26 days of salary for striking work for 13 days - two days' salary was deducted against each day of strike. Now, they do report to work but are locked out of the factory as they have refused to sign the bond. Ads by Google * Jobs in Maruti-Suzuki.100's of Jobs at Maruti Submit Your Resume Free. Now!MonsterIndia.com * Buy TATA Winger AmbulanceSingle Stretcher Ambulance With Extra safety at an affordable pricewinger-tatamotors.com So how do Kumar and his brethren cope with such tough times? Well, for starters, they've packed off their families back home to the far-flung villages of Haryana. Kumar, for instance, has sent his wife, brother and father to Hisar, 170 km away from the industrial belt of Manesar. It makes perfect sense...
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...term automotive was created from Greek autos (self), and Latin motivus (of motion) to represent any form of self-powered vehicle. The Indian automotive industry has emerged as a 'sunrise sector' in the Indian economy. India is emerging as one of the world's fastest growing passenger car markets and second largest two wheeler manufacturer. It is also home for the largest motor cycle manufacturer and fifth largest commercial vehicle manufacturer. The automotive industry in India is one of the largest in the world and one of the fastest growing globally. India's passenger car and commercial vehicle manufacturing industry is the sixth largest in the world, with an annual production of more than 3.9 million units in 2011.[1] According to recent reports, India overtook Brazil and became the sixth largest passenger vehicle producer in the world (beating such old and new auto makers as Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil), growing 16 to 18 per cent to sell around three million units in the course of 2011-12.[2] In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand.[3] In 2010, India beat Thailand to become Asia's third largest exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles. More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second (after China) fastest growing automobile market...
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...OF MARUTHI SUZUKI SWIFT Introduction: 4 wheeler industry today is consider to be highly demanded industry as the population and the cost of living have increased. This reports highlights all the outcomes of 4 wheeler industry particularly referring to swift car which is the most popular ever demanding car of the recent years. Swift car is popular among the young generation because of its unique features such as style mileage comfort and price. This report highlights Micro macro Analysis, survey on purchase decision making process, Marketing mix strategies, STP strategies, and CRM practices Maruti Suzuki: Maruti Suzuki india limited, commonly referred to as Maruti is a subsidiary company of Japanese automaker Suzuki motor Corporation. It has a market share of 44.9% of the Indian passenger car market as of march 2011 Maruti Suzuki offers complete range of cars from entry level Maruti 800 and Alto, to hatchback Ritz, A-Star, swift, Wagon-R, Estillo and sedans Dzire,SX4, in the ‘C’ segment Maruti Eeco and Sports Utility vehicle Grand Vitara. It was the first company in india to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India, and on 17 September 2007, Maruti Udyog limited was renamed as Maruti Suzuki India limited. The company’s headquarters are located in new Delhi. In February 2012, the company sold its 10th million vehicle in india Maruti Swift: The...
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...University. The Survey was conducted at POPULAR VEHICLES AND SERVICES LTD .The topic for the study is “Comparative Study of Maruti A-star with Tata Indica Vista, Chevrolet Spark and Hyundai i10. The survey explains how well the customers are satisfied with performance of A-star,Tata Indica Vista, Chevrolet Spark and Hyundai i10. This survey compares these four vehicles in different aspects including Technical performance. SCOPE OF THE STUDY The study covers the analysis and interpretation of customer’s opinion about the A-star,Tata Indica Vista, Chevrolet Spark and Hyundai i10. The study aims at evaluation of customer satisfaction in these four models. This analysis shows main features that attract customers to the vehicle. The study mainly focused on the evaluation of overall performance of the vehicle in the hatch back segment. The study compares A-star,Tata Indica Vista, Chevrolet Spark and Hyundai i10 each and every aspect. OBJECTIVE OF THE SURVEY * To make a comparative survey of A-star,Tata Indica Vista, Chevrolet Spark and Hyundai i10 * To find out how well the customers are satisfied with these four vehicles. * To find out the sales potential for Maruti A-star * To find the demand for Maruti A-star in Hatch Back Segment. * To find out the unique selling proposition for Maruti A-star * To find out which Maruti A-star variant is most selling and which has high demand in the market as compared to the other Hatch Back vehicle like...
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...Financing of Cars In mid 90’s Maruti Suzuki adopted a new strategy which aims to provide finance to its customers. This helps the company to strengthen their brand value and to increase their market share. They aimed to target the middle class people who wanted to purchase a car but had very little exposure about financing it as at that point of time financing a car was relatively a new concept. Maruti has set up two joint ventures with Countrywide and Citibank which provide easy loan for cars. It helped the company to increase their customer base as people got an easy way to finance their cars. Extensive Network of Service Stations Proper servicing of the cars from the authorized service centre was one of the major worries of customers during mid 1990’s. Maruti provided them extensive network of service stations and their vast network of dealerships and Maruti Authorized Service Centers (MASS) had also contributed towards their massive popularity. Easy availability of Spare Parts It also make sure that Maruti service stations also act as sales point for original spare parts to the customers. Easy availability of service stations and spare parts proved to be a factor in low maintenance cost for Maruti cars. Effective manufacturing units of Maruti Suzuki proved to be a mile stone in Indian automobile industry. The state of the art manufacturing units and its different strategies to reduce the manufacturing cost proved to be one of the factors in cost cutting. Motivated...
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