Professional Documents
Culture Documents
MARUTI FINANCE
Maruti Finance offers the best finance packages to consumers across the entire
Maruti range. The service is being extended across the country in a phased manner.
Maruti has taken its first steps in the pre-owned car business under the brand name
of Maruti True Value. Using their technological expertise, network support and the
experience they have gained in the last 18 years, the company ensures the
customers gets great value and completes the transaction zero hassles.
EXTENDED WARRANTY
ANYTIME MARUTI
Maruti Suzuki has also set up state-of-the-art call centers (operational in Delhi,
Gurgaon, Mumbai, Chennai, Bangalore and Hyderabad) Branded Anytime Maruti,
this 24 hour help-line clarifies all doubts and queries regarding Suzuki any time of
the day or night.
A-STAR-STOP @ NOTHING
Powered by state of art 998 cc engine, it’s the best fuel efficient car in its category
with, mileage coming around 20km per liter.
2. Educate Upper-Level
Management
CUSTOMER APPROCHES
Guard
GM, Sales
As we can see from the above pictorial, there are several touch points for a
customer at a dealership. All touch points have their roles and responsibilities
defined. Right from the moment when the guard opens the door of the showroom
and the customer walks in, to the time when the customer drives away with the car
after the delivery process, the customer interacts with several people in the
showroom. It is very important that everybody in the showroom performs to the
best of his/her ability in order to make the customer feel completely satisfied with
the showroom experience.
PROCESS FLOW
There are three broad processes at a showroom.
➢ Pre-sales
➢ Sales
➢ Post –sales
Product
Demonstration
In case there are too many Sales cases, a special focus is required to
serve these customers since ultimately, the customers are also the showroom’s
customers and there are suggested ways to handle them.
Pre Delivery Process
The thumb rule says, “ Promise your customers a little less than what you are
capable of delivering and deliver a little more than what you promised to your
customers.” There are certain procedures such as the sales executive should
ensure that the details of his cars planned for delivery should be given to the PDI-in
charge on the previous day, he should act as a single point interface to complete all
formalities and should be present at the time of delivery and actively take part in
the delivery process.
The Delivery Day
This is the time when the dealership has to go an extra mile to ensure a memorable
experience for the customer. There are certain prescribed rules such as each
dealership should have a Vehicle Delivery schedule board such as the following:
A service advisor is called and all operations as per the Delivery Checklist (such as
basic operations, warranty policy & free coupons, feedback forms etc) are
explained. A photograph of the customer along with the vehicle is taken and
delivered to the customer’s residence. The CCM should do a brief ceremony and
hand over the gift/bouquet to the customer. GM/Sales Manager should meet each
customer and thank him/her. Customers are generally inquisitive about the engine,
AC and fuel economy of the vehicle, Warranty and service policy and tips to
maintain their car better. There are formats for the sheets to explain the above
queries.
The delivery timing is also important, as there are instances when customers want
to take delivery of their car only on a particular auspicious day/time. This causes
‘bunching’ of deliveries and the chances of not being able to provide adequate
customer care are high. This affects the SSI score.
The DSE should remember the following points:
PSF should be done in order to get first hand feedback from the customer about the
experience they had during the sales & delivery process.
Before staring the PSF process, there is a PSF sheet for each customer.
The first PSF is obtained within 72 hours. All dissatisfied customers’ PSF sheets
should be flagged with red color flags, customers not contacted with yellow.
Parameter Value
1.
2.
3.
4.
5.
Counter measures taken to address the above reasons of
dissatisfaction:
A second PSF call is made 15 days after the delivery with a suggested script.
The feedback form system is a very important tool to obtain customer’s feedback
on the experience that they had during the purchase of their car. It has a defined
format.
✔ E-mail
✔ Internal Feedback Forms
✔ Direct
✔ Maruti Udyog Limited
✔ Telephone
✔ PSF
✔ Letter
✔ Consumer Forum / Legal Notices
Steps to be followed after receiving a customer complaint.
CCM should get in touch with the customer on the phone &
express regret on the inconvenience faced by the customer
The concerned DSE should visit the customer, hand over the
letter and take satisfaction note from the customer.
Send a copy of the letter & the satisfaction note to MUL and
also file a copy of the same in Customer complaints
Register/File(for complaints received from MARUTI.)
Discuss all customer complaints in the weekly meeting of GM
(Sales) on SSI with the entire showroom staff. Necessary
counter measures should be taken to ensure that such
complaints are not repeated.
Review of Customer Care Activities.
The review of customer care activities is done through morning meetings and
weekly meetings on customer care. The documents that are necessary during the
weekly review are: PSR related, Internal SSI forms related, MUL related and other
information related.
The hours of operation, outside and insides of the showroom along with reception,
car display area, selling area, customer lounge and delivery area should be taken
care of.
Customer Meets
Organizing customer meets helps in improving SSI, helps in introducing the
workshop staff to the customers and in getting referrals and there are guidelines for
the same.
Marketing Activities:
Marketing is based on target. Maruti gives the targets, which are equally distributed
to the marketing teams. To achieve the targets, different marketing activities are
planned and followed. The targets are easily achieved and to encourage the
employees different incentive schemes are placed like spot incentive, slab
incentives etc.
The following activities are done to achieve the targets:
➢ Road Shows: 2-3 times a month. The marketing personals are involved in the
road shows as per the nomination (one from each team but not more than
four)
➢ Tele-calling
➢ Direct Sales
➢ Personal Reference
➢ Advertisement
➢ Leads from Maruti
Presently as per the targets, efforts are made in different areas of activity to
capture the data and to generate the leads. Further efforts are made to convert the
leads into prospective customer. This is how effort estimation is done.
The marketing department is divided into 5 Teams. For all the different marketing
teams, one Team Leader is assigned. The team leaders take care of their team’s
activities and report to the marketing manager that is further reported to the vice
president. The marketing is totally target based and based on targets given by MUL,
the task is distributed to different teams.
The customers are handled by the same personnel from the beginning to the end.
Spot incentive Schemes etc is placed in the system to motivate the employees. The
conversion and Target fulfillment is traced out via the software.
Corporate Sales
The team of four people is actively working for this area. The data is given by
Maruti and the rest is generated by self-effort.
Finance Process:
➢ The executive completes all the formalities related to the Finance and
verifies the documents.
➢ The FI form is filled by the Executive.
➢ With the verification checklist the verification is done
➢ When the Cheque and other documents are found correct the Disbursal
Advice Form is filled which is tallied by the Accounts Department. To track
the verification record, a verification status register is maintained.
The lobby manager takes care of the customers coming to the showroom.
➢ She asks the purpose of their coming and sends them to the concerned
executive.
➢ Gets the DSA’s forms filled up.
➢ Takes care of the car polishing & showroom decorating.
➢ Updates the magazines regularly.
➢ Records the enquires and distributes them to the concerned persons.
➢ Displays car delivery schedule on daily basis.
➢ Offers test-drive.
Delivery
The daily delivery schedule is displayed on the board. At the time of delivery the discount
detail sheet and delivery checklist is filled to avoid the problems. The barriers in delivery are
bank approval and Client’s personal problems.
Customer Care
The customer feedback is taken after 72 hours of the sale. If any problem exists,
the marketing personal meets the client directly. The problem is sorted out to make
the client satisfied. When the client is satisfied, a letter of satisfaction is got signed
by the client.
To trace the satisfactory level of the customers, customer feedback is taken via
Customer Feedback Form. If the marks in the customer feedback form are less than
7, an apology letter is sent to the client, the problem is sorted out and the client is
treated with a token of gift. When the client is satisfied, a satisfactory note is got
signed by the client.
A customer feedback form by the Maruti is also filled.
To maintain relationships with clients: gifts, bouquets and greetings are sent
occasionally and schemes are introduced. The source of customer complaints are:
Complaints from Maruti, Direct complaint, Compliant from the customer
feedback form and via calls. To keep track on them, a customer compliant
register is maintained. The complaints are logged-in the register.
The CCM is responsible for the Delivery Ceremony, sends the snaps of the
ceremony to the clients, and makes the client know about the feedback form. If the
client has any, compliant he can directly meet the director.
Accounts
HR
The HR manager sets the KRA’s for the managers. She is responsible for the
employee details and their training needs. She also monitors the satisfaction level
of the employees.
Training
Maruti arranges the training at several intervals. The training is mandatory for all
the employees. The training schedule of all employees is maintained by the HR
manager.
DMS can keep a record of all enquiries and can generate timely reports whenever
required. At the time of enquiry feeding, it will ask for all required details. After
collecting all information, it can generate a Performa Invoice/Offer Letter for the
customer. DMS not only generates Performa Invoice or allot the enquiries to sales
executives, but it will keep record of the enquiry until and unless the enquiry is not
converted or closed.
DMS generates several reports that help the management as well as the sales
team. It generates reports like enquiry register, booking register, test drive register,
visiting register, pending enquiry register, enquiry lost with reason, per day enquiry
list, closed enquiry register, conversion ratio, expenses per enquiry, target v/s
achievement report (executive wise/overall) and many more that will definitely help
Maruti who believe in customer care and 100% conversion of enquiry.
Model Details
This section is categorized into three options. They are:
Basic Models
As the name itself suggests, the information about all the basic models have to be
entered using this form. An important thing is the availability of the color option.
That means within each & every basic model, there is an option to allow/disallow
the color’s availability. Suppose, if you select the non-metallic option for a particular
basic model then you can see only non-metallic colors to select/deselect in the
model variant detail form.
Model Variant
To make an entry for a variant model, it is necessary to select its basic model. Now,
you have automatically got the information of the colors availability. If it is
“Metallic” then there you have two frames (one is price detail & the second is colors
detail for the metallic) to specify the information regarding that option. The other
frame (which belongs to non-metallic option) is disabled. If you have allowed both
color types in the color availability box of the Basic Model Master, then you are free
to make entries into the “Metallic” and “Non-Metallic” frames. There are options to
enter sale price, booking price, RTO amount, and insurance amount & handling
charges.
After this, select (put ticks) the colors from the frames that are available with the
model. Only the selected colors will be displayed in the enquiry form with this
model.
There is an option - “Active” - to make you free from the burden to select the
models from the bunch, in the enquiry form. If you select “No”, then the variant
model will not be displayed in the enquiry form, but still it will remain in the
database.
Accessories Details
In this form, you can specify the details of the accessories and basic models on
which these are applicable. You can specify the rates of the accessories along with
the associated model. According to your selection, you will have the list of
accessories in the booking form with their sale & purchase price. You can change
the price of the accessory in the booking form, which is applicable to that sale only.
Please note that the accessories specified here are free and hence their prices will
not be added in the vehicle’s cost.
Color Details
In this form, you are having the options to add or modify the model colors.
According to your specification of the colors, you will have the list of the colors in
the Model Variant Details form (In Metallic frame you will have the list of the
metallic colors and in Non-Metallic frame you will have the list of the Non-Metallic
colors).
Executive Details
This form is used to create an executive profile. You can make a new entry as well
as change an existing entry. A photograph of the executive can also be scanned
into the system and can be saved with the profile. A username and password must
be provided if you are making a new entry. This is because DMS considers each
executive as a user with the operator level rights. He has to feed his entries and
alter them on his own. In some companies, the executives may not be directly
using the software. For them, we have provided a User Manager with the help of
which you can create a new user with manager level rights.
Financer Details
In the financer master form, we are maintaining all the information related with the
finance company. Only the company name & the city in which it is situated have to
be entered.
Insurance Details
Here you can maintain the information regarding the insurance companies. Only
insurance company name & its working city are necessary to make the alteration in
to that form.
Status Details
The status details are one of the most important features of AutoSoft. The status
that is being entered defines the exact position of an enquiry. Hence, it is very
important to select an appropriate name for the status, so that it can be self-
defining. The ‘Close’ field is used to determine whether an enquiry with the given
status is active or not. We are providing a list of most commonly used status names
and we think that these may fulfill all your needs. However, in case if you want to
enter or alter a status you can do it with the Status Details form. Some predefined
status is related with report generations are locked from changes. The others can
be altered as your requirement.
Area Details
This form can be used to manage various work areas in your dealership. The
enquiries can be categorized into various areas, so that in future you can pay more
attention on a specific region where your market is strong and maybe you can
arrange a camp in that area.
Mode Details
There can be various ways through which an enquiry can be made. These are the enquiry
modes, which can be specified using this form. Mode is basically used in the Enquiry Details
form to maintain the customer communication with our company.
Training Details
The strength of any organization is its manpower. Each organization would like to
have executives who are well trained so that they can be more productive. The
vehicle manufacturers conduct several trainings so that they can achieve their
goals. In the Training master form, you can enter the information about the training,
which have been conducted during a particular time period. We are also
maintaining the information regarding the attendance of the executives in a specific
training. That is, how many executives out of the given list have attended the
training? With the help of these training details we are generating various MIS
reports. The details provided here can help the management to find out an efficient
person for a special task. Searching facility is also available, so you can find out the
total information of a particular training with just one click over there.
Offer Details
In today’ s market, each dealer is facing very tough competition and to
overcome this competition, he may have to put on some attractive
offers for the customers to enhan ce the overall sales. The Offer Details
form is used just to maintain such special offers that are applicable to
various basic models .
Transaction Forms
Mainly there are three daily transaction forms available for the users of
DMS. They are:
Enquiries Form
Status Updating Form
Bookings Form
Apart from these, a target setting option and enquiry allotment option
for the executives is also included in the Daily Transaction Section. Let
us discuss them in detail: -
Enquiry Form:
This form can be used to enter the details of a new enquiry as well as
to update the details of an existing enquiry. As being an enquiry
tracking system, this form is the most important input interface. The
details furnished here are displayed in the reports related with the
customers.
Booking Form:
This form is very useful for those dealerships in which the enquiries are allotted to
different executives in a bulk. All the enquiries are displayed in the table and the
user can allot an enquiry to any other executive. He also can change the area of the
enquiry. Many details apart from the name of the customer are shown in the table,
like model, address etc. so that proper allotment can be made. The existence of this
form has eliminated the need of searching each enquiry through the enquiry form
and changing the executive/area one by one.
Executive Monthly Targets:
The management can set some targets for its working executives, so that they can
be more productive. DMS can help you to set some targets for the executives and
generate several reports to find whether the targets were achieved or not along
with any deviation. There are two different options to set the targets, which are
described below:
Test Drive and Cold Calls Target: With the help of this form, the user can set a
target number of test drives and cold calls (enquiries generated by the executive)
for each executive for a specific month.
Conversion Target: This option opens the monthly planner for the executives.
Using this form the user can set various monthly targets in bookings, accessories,
discount, payout percentage etc. These targets can be set separately for each basic
model. The targets are set for a single booking. An overall finance target can also
be set for each executive. The target achievement reports based on these
information’s helps the management to make a judgments about an executive’s
performance.
Vision
“Equipping MUL and Rohan Motor’s Sales Fraternity with the requisite mindset, knowledge and
skills, and enhance the business value of our associates to sustain our position of leadership and
build customer loyalty to MUL”
Objectives
Organization structure
Functions of the Sales Training Department
The Sales Training Department develops new modules along with training
agencies based on market requirements, specific needs identified and
feedback received
2. Conducting Training
4. Communication:
CD Based E-learning
SAT is now looking at reinforcing classroom training through CD
and E- learning modules. This module would help executives refresh and update
their knowledge they would have gathered in classroom trainings.
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9.Establish Quality Improvement
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10. Implement Process
Improvements
Table 1
Table 2
the price and according to the priority the problems are arranged. Standard Unit of
Measurement and the Time Period is studied. The time period studied is to be of a
reasonable length of time to collect the data. As shown in table one the problems
are arranged in decreasing order so from the graph it is clears that which is a major
problem in customer point of view. Then on the second table we are making a line
chart where cumulative frequencies of the problem occurrence are shown. On the
vertical axis we are taking the cumulative frequency and on the horizontal axis we
are taking the problems faced by the customers in Rohan Motors.
CONTROL CHART:
Here control charts are used for measuring the CUSTOMER SATISFACTION INDEX
(CSI)
700
650
Act 2007 Tgt 2008
Act 2008
600
Feb Mar Apr May Jun July Aug Sep oct nov dec
Here Q4 08 CSI TARGETWAS = 803