India Styles

An Organisation Study on Mandovi Motors Pvt Ltd
CHAPTER 1 INTRODUCTION ORGANISATION STUDY

Organization study is the examination of how individuals construct organizational structures, processes, and practices and how these, in turn, shape social relations and create institutions that ultimately influence people.
OBJECTIVES OF THE STUDY
To know the service quality & standards maintained in the company.
To understand the structure of the organisation.
To know the vision and mission of the organisation.
To determine the present status and future plan of the organisation and also determine in what way the company is different from others.
To know the various departments and their responsibilities.
To determine the corporate social responsibility carried out by the organisation.
To understand the strength, weaknesses, opportunity, threat. To get an exposure to the different functions of the organization and
understand how they are performed and coordinated. Bangalore Institute of Management studies Page 1
CHAPTER 2 INDUSTRY PROFILE
NATURE OF THE INDUSTRY

Automobile dealers are the link between the manufacturer of the automobile and the consumer. With their large inventories of cars, dealers provide consumers with a wide array of vehicles to meet their needs at different price points.
GOODS AND SERVICES The automobile dealer industry sells most of the automobiles, light trucks, and vans that operate on the road today. Sales of these vehicles are subject to changing consumer tastes, the popularity of the manufacturer's vehicle models, and the intensity of competition with other dealers. Along with the sale of the car, most dealers also sell additional automobile-related services to potential buyers. These services include extended warranties, undercoating, insurance, and financing. After market sales departments sell these services and other merchandise after vehicle salespersons have closed a deal. Sales of these packages greatly increase the revenue generated for each vehicle sold. Because sales of automobiles fluctuate significantly, automotive dealers offer generous incentives, rebates, and financing deals during slow periods to maintain high sales volumes and to reduce inventories.
Performing repair work on vehicles is another profitable service provided in this industry. Service departments at motor vehicle dealers provide repair services and sell accessories and replacement parts. Although most service departments perform repairs only, some dealers also have body shops to do collision repair, refinishing, and painting. The work of the service department has a major
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influence on customers' satisfaction and willingness to purchase future vehicles from the dealer.
INDUSTRY ORGANIZATION
The automobile dealer industry is comprised of two segments. New car dealers, often called franchised dealers, primarily sell new cars, sport utility vehicles (SUVs), and passenger and cargo vans. These franchised dealers sell and lease vehicles manufactured by a particular companywhich may include several brands.
Used car dealers comprise the other segment of the industry, and are sometimes referred to as independent dealers. These dealers sell a variety of vehicles that have been previously owned or formerly rented and leased. Improvements in technology have increased the durability and longevity of new cars, raising the number of high-quality used cars that are available for sale. Used car dealers by definition do not sell new cars, but most new car dealers do sell some used cars. According to the National Automobile Dealers Association, new vehicle sales account for more than half of total sales revenue at franchised new car and new truck dealers. These sales also generate additional revenue in other departments of new car dealers, which are more profitable to the dealer. By putting new vehicles on the road, dealers can count on new repair and service customers and future trade-ins of used vehicles.
Independent used car dealers usually have smaller staffs than their franchised counterparts. Most are stand-alone dealers, but increasingly nationwide companies are opening large superstores across the country. These large used car and truck dealers typically contract out warranty and other service-related work to other dealers or to satellite service facilities.
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RECENT DEVELOPMENTS
In recent years, the sale of used cars has become a major source of profits for many new car dealers in the wake of shrinking margins on new cars. To make them acceptable to more customers, some dealers promote "certified pre-owned" vehicles to customers who want a warranty on their used vehicle. This often raises the price, but in return provides customers with peace of mind. In economic downturns, the relative demand for these and other used cars often increases as sales of new cars decline. In an effort to achieve greater financial and operational efficiency and flexibility, greater emphasis is being placed on aftermarket services, such as financing and vehicle maintenance and repair, at both new and used car dealers. These services typically provide large profit margins for dealers, and remain less susceptible to economic downturns. They are also part of an effort to enhance customer loyalty and overall customer service. There has been a recent decline in the leasing of cars. With a car lease, a customer makes monthly payments for the use of a vehicle over a period of time, after which the vehicle is usually returned to the dealer. The major domestic car makers have cut back their leasing programs significantly, instead focusing on new car sales. Leasing is still expected to play a role in many new car dealers business plans in the coming years, however. The increased use of the Internet to market new and used cars and light trucks has also had a significant impact on automobile dealers. Through the Internet, consumers can easily access vehicle reviews; view pictures of vehicles; and compare models, features, and prices. Many Web sites allow consumers to research insurance, financing, leasing, and warranty options. As a result, consumers are generally better informed and spend less time meeting with salespersons. Bangalore Institute of Management studies Page 4
AUTOMOBILE DEALERS AND SERVICES IN INDIA

Today, the Indian auto industry is one of the largest industrial sectors with a turnover that contributes to roughly 5 per cent of India's GDP. More importantly, it contributes to employment of over 2 million people directly and indirectly to another 10 million. The industry is important for national policy in that it contributes 19 per cent of indirect taxes.
INDIAN MARKET SCENARIO

Until a decade ago, the auto sector in India had been a relatively protected industry limiting the entry of foreign companies with high tariffs against imports. Today, as part of a broader move to liberalise its economy, India has opened up the sector to Foreign Direct Investments, and since then has also progressively relaxed trade barriers.
Today, almost all of the major global companies present in India producing twowheelers and passenger cars in almost all segments. For the passenger car market, this segment has been growing at a rapid pace.
INDUSTRY GROWTH DRIVERS

The passenger car penetration in India is at 8.5 vehicles per thousand people absolute terms. It is among the lowest in the world. As per capita GDP of a society grows, mobility needs for its population rapidly increase.
The proportion of young people, who are economically active, is rising in the overall population. This has led to increasing urbanisation and the
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need for mobility which translates into a higher demand for two and four wheelers in India.
Relatively good availability of money and a favourable interest rate regime has also been a strong contributor to sustained demand. The Indian auto industry is expected to get a boost from the road development programmes that the country has undertaken especially the Golden Quadrilateral programme and the NSEW corridors with feeder roads.
India's competitiveness has enabled it to make a steady foray in International markets with passenger car exports crossing the 100,000 mark in 2004. Multinationals use India as a manufacturing hub for small cars in addition to growing exports from indigenous makers such as Tata Motors and furthermore, India's two-wheeler manufacturers have also stepped up their export plans and apart from export, have also announced CKD operations in many new markets outside India.
As India forges free trade agreements (FTA) with Thailand, MERCOSUR and other trading blocs, the industry has the potential to emerge even stronger. However, against this optimism, the industry has felt the effects of cost pressure.
The global movement of oil prices has dealt a setback to the country's economic policy. While the threat of inflation seems to have been temporarily brought under control, sustained fuel price hikes and the consequent hike in operating costs for vehicle owners can cause a depression in demand.
The past two years have also seen considerable pressure for the industry from input costs. Prices of steel, which is a primary input for the industry, have doubled over the last three years. The situation has forced players to
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resort to innovative ways to control costs whilst meeting rising customer expectations.
FUTURE TRENDS
Buoyed by recent performance, many manufacturers have rolled out plans for increasing capacity. Prominent among them, Maruti, Hyundai and Tata - the passenger car makers - have announced plans for substantial scaling up of vehicle and engine production. India is also emerging as a credible hub for R&D and vehicle development. Global majors (among OEMs) and several global Tier One suppliers have scaled up operations of their Indian technical centres and the quality and value of development in India is witnessing noticeable improvement.
As infrastructure improves, both the government and industry will need to pay even greater attention to road safety. The safety record of India, as far as fatalities and serious injury is concerned is dismal. This will need to be addressed at all points: products, infrastructure and user behaviour.
DEALER ROLE
The environment, looking ahead, is expected to greatly increase the importance of contact with customers. Every manufacturer will need to strive even harder to ensure that customer experience with every aspect of contact with the product (through sales, after-sales service and product use and ownership) will exceed their expectations. Here the role of the dealer and the network is invaluable. The increased emphasis on brand and the importance of relationship with the customer will further change the way' we conduct our Bangalore Institute of Management studies Page 7
business.
Increase in distribution reach will push up the sales of passenger cars, as it brings a large number of households into the target population. Typically, these households have the potential to purchase a car, but defer the decision due to the lack of sales and service infrastructure. With most urban centres covered by dealership networks, car manufacturers are looking for new dealerships in smaller towns to increase penetration and sales in semi-urban and rural areas. Current established dealers can help OEM's scale up their networks quickly by setting up satellite dealerships along with service facilities in the neighbouring semi urban/rural areas. The importance of vehicle in India has reached that critical level wherein second hand vehicle business is expected to emerge in a more organised form than it is today. Availability of a good & credible second hand vehicle market will not only help current owners upgrade to their next vehicle but will also bring a large number of new low budget customers into the vehicle ownership cycle. The time is ripe for dealerships to set up multi-brand second hand vehicle trading and refurbishment facilities to expand the customer base in their respective locations. We are also witnessing a period of affordable cost for loans and easy availability of vehicle financing. This too causes us to view the future with some optimism. The Indian automobile industry has received positive response in the current market scenario. The competition is getting tougher for all the small and big players. To remain in the race, the biggies like Maruti, Hyundai and General Bangalore Institute of Management studies Page 8
Motors are coming up with their latest models and at the same time introducing several automobile service stations in India to draw the loyalty of the customers.
MARUTI SERVICE CENTRES IN INDIA

It is the world of high competition for the car manufacturing companies in India. In this automobile race, Maruti Suzuki has been able to build a larger consumer base on account of its world-class car models and sales services.
The company has also opened numerous automobile service stations in India across its various regions to provide complete customer satisfaction. Some of the Maruti's automobile service centres in India have been listed below : Maruti Service Centres are in Karnataka., West Bengal, Tamil Nadu, Uttar Pradesh., Andhra Pradesh, Maharashtra, Delhi.
HYUNDAI MOTOR SERVICE CENTRES IN INDIA

Hyundai Motor India Ltd stands on the second position in the list of biggest car manufactures in India in terms of sales record. The car manufacturing company has posted a growth against previous highest year. To keep to ensure of 46.1% in the market its growth and the momentum of
customer satisfaction, the company has opened
various automobile service centres in India. Some of the main car service centres of Hyundai Motors in India have been listed below: Bangalore Institute of Management studies Page 9
Hyundai Motors Service Centres are in Tamil Nadu, Andhra Pradesh, Maharashtra, Delhi, Karnataka
GENERAL MOTORS SERVICE CENTRES IN INDIA

With registering constant growth in the Indian car market, General Motors has become a household name here in the nation. According to reports, the sales figures of the company surged to 11,111 vehicles from 4,921 in the month of January 2010. The company is eyeing such robust growth in near future also.
To keep up with this pace and to satisfy the needs of its ever growing customer base, the car giant has opened a number of automobile service stations in India across its diverse regions.
General Motors Service Centres are in Karnataka, Maharashtra, Kerala, Delhi, West Bengal.
TATA MOTORS SERVICE CENTRES IN INDIA
Tata Motors is Indias largest automobile company, with consolidated net profit of 9,274 crore in 201011. It is the leader in commercial vehicles and among the top three in passenger vehicles.
Tata Motors has products in the compact, midsize car and utility vehicle segments. Bangalore Institute of Management studies Page 10
Some of the main car service centres are Tata Motors Service Centres in Mumbai, Chennai, Kolkata
FORD INDIA SERVICE CENTRES IN INDIA

Established in 1995, Ford India is a wholly owned subsidiary of Ford Motor Company, a global automotive industry leader.
Ford India manufactures and distributes automobiles and engines made at its modern integrated manufacturing facilities at Maraimalai Nagar, near Chennai. The company's models include the Endeavour, Fiesta and the Figo.
Some of the main car service centres are Ford India service stations are in Agra, Delhi, Mumbai, Kolkata, Hyderabad, Chandigarh.
AUTOMOBILE DEALERS AND SERVICES IN KARNATAKA

It is only right that the state whose capital is called the 'silicon valley of the country' should manifest its buoyant economy in the form of flashy cars. Karnataka is one of the most industrialized states in the country .The opulence in the state has spawned many car dealers who are well spread throughout the state.
The rich automobile market in Karnataka, as is evident from the range of car dealers in Bengaluru, has attracted car dealers from almost all the car brands.
There are lots of car dealers in Karnataka listed who are committed to provide Bangalore Institute of Management studies Page 11
the best quality services when buying any car from these car dealers in Karnataka. It is believed that it is not just cars which makes any customer a happy customer but also car dealers plays a crucial role while willing to buy any car for a family. A good car dealer always informs the car from the top to bottom, from the starting to the end. One will never face any issues with the car and after sale or after sales service if the car dealer is the best service provider.
TOP CAR DEALERS IN KARNATAKA

Concorde Motors (India) Ltd. Prerana Motors Pvt. Ltd. Mandovi Motors Pvt. Ltd Pratham Motors Pvt. Ltd. Advaith Motors Sundaram Motors Shahwar Motives Pvt. Ltd. Bimal Auto Agency Southern Motors Garuda Autocraft Pvt Ltd Kalyani Motors Pvt. Ltd Akshara Motors Private Limited
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CHAPTER 3 COMPANY PROFILE

MISSIONS & POLICIES Based on Corporate Culture, Mandovi Motors further convert their vision into more tangible missions/ policies. Their management work towards these missions so as to lead the organization in the desired direction. The following are some of main missions. Human Resources are an Asset that must be taken seriously. All Appraisals & Incentives should be altered to be 100% Objective. VISION: Surpassing customer expectation, delighting the customers and to be Indias top most dealership for MSIL. QUALITY POLICY: We at Mandovi pledge to make quality a way of life through commitment to continual improvement in customer satisfaction and adhering to quality management system.
HISTORY OF THE ORGANIZATION

Mandovi Motors was established in 1963 as a Volkswagen spares and service dealership on the banks of River Mandovi- Goa. Then it was appointed for Suvega Mopeds at Bengaluru in 1965. Maruti Udyog Limited (MUL) was the countrys youngest manufacturer, which was formed in 1983, as a result of a joint venture between Maruti Udyog Ltd and Suzuki Motors Corporation of Japan. During its short span of ten years, until the Bangalore Institute of Management studies Page 13
car industry was delicensed, Maruti Udyog Ltd has become Indias largest car manufacturer with the sales of over two lakhs vehicles per annum and around 81% of the market share. Mandovi Motors Pvt. Ltd. is the first and largest Dealership of Maruti Suzuki Cars in Karnataka. Its parent company has nearly 75 years of experience in the Automotive Industry. In the year 14th June 1984 Maruti Udyog Limited inaugurated an era of automotive revolution across India. Down south, it was Mandovi Motors Pvt. Ltd. Who created a pioneering impact by launching the dealership of vehicles manufactured by Maruti Udyog Limited. Mandovi motors Bengaluru was awarded ISO 9001 CERTIFICATION in recognition of its high standards in 1996 and for Mangalore it was certified during 1997. The company has a strong culture of excellence in everything that it does. This has helped the company earn tremendous loyalty from Customers, resulting in a large percentage of its business coming through references from the existing Customers. This has also enabled Mandovi to become the First Automobile dealer in South India to cross a sale of 50,000 cars
in 1997.
First Dealer in Karnataka to cross a sale of 100,000 cars.
Only Dealer in Karnataka to service more than 17,500 cars every
month. It is testimony of the trust the Customers place in the company, by patronizing its workshops because of high quality service and personalized attention they get.
First Auto dealership to get ISO Certification in Karnataka. First Maruti dealer in India to get Top position in JD Power
Customer satisfaction study (Non Metro), three times in a row.
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Today, Mandovi boasts of the largest network among all the Maruti dealers in Karnataka, with 16 Showrooms and Sales Information Centers, 18 Workshops and 5 Showrooms for Used Car Sale (True Value). It has a team of over 2100 dedicated professionals committed to provide the best possible service to its customers.
FOUNDER
Mandovi is considered as one of the most professionally managed Maruti Dealerships. It is guided by the high standards set by its founder (Late) Shri Aroor Sripathi Rao, its Managing Director and other Directors who have lead the organisation from the front. These standards ensure that the goals of achieving excellence in every area of its operations are realized by Mandovi.
PERFORMANCE HIGHLIGHTS
Mandovi sells an average of 1000 vehicles per month.
All workshops put together Mandovi services around 20000 cars a month.
Mandovi has expanded its network with at least one facility per year for customers in the last 25 years.
Mandovi is the first dealer in the south to deliver 1 lakh car in the dealership history.
Mandovi does a turnover of 1 crore per month worth Maruthi genuine spares.
Mandovi has the turnover of 400 crores per year.
ACHIVEMENTS AND AWARDS

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Mandovi group is in this business from the past 75 years and has become pioneer in this Industry and with the help of dedicated employees along with the guidance, supervision and with rich experience of the core management team, has become the recipient of many awards and recognition in the automotive industry.
MARUTI SUZUKI AWARDS BANGLORE

S.N 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 YEAR 1993 1994 1996 1997 1999 1999 1999 1999 2000 2000 2002 2002 2002 2002 2003 2003 2005 2005 2005 2008 AWARD Achieving highest sales of the Omni 1992-93 Marketing company of the year award[SME] 1994 [LIC] All India dealers award best advertising campaign 1996 All India dealers-award platinum sales, service and spare combined-1997 No. 1 dealer for sales regional(south-2)-1999 Award for advertisement campaign all india-january-1999 Special award for consistent & innovative advertising Award for best marketing campaign Highest Omni sales All India best body repair shop(anepalya) Best decorated showroom in Bengaluru-Dec ember 2002 For achieving the highest sales south 2-january 2002 For achieving the highest sales south 2-February 2002 For achieving the highest sales south 2-March 2002 Best true value channel partner -2002-03 All India 2nd highest MGP Off take 7 years in a row from 19972003 All India highest growth in service load All India least customer complaint All India service Excellence Award Maruti Suzuki awarded to MMPL For sharing our vision, our dreams a being part of this journey of togetherness since 25 years Excellence in marketing-most consistent lead management-winner Maruti Suzuki regional award (Karnataka 07--08-sales) Excellence in sales 10000+club Page 16
21 22 23
2008 2008 2008
24 25 26 27 28 29 30
2008 2009 2009 2009 2009 2009 2009
Workshop Consumption Growth in MGP Maruti Suzuki highest sales volume Bengaluru Maruthi Suzuki excellence in sales performance Maruti Suzuki-overall performance-Bengaluru Best performance in CSI Bengaluru MGP workshop consumption more than 12 crores category All India highest growth Versa & Omni
PRODUCT PROFILE
There are different types of products that company deal with are: A-Star, Alto K10,Eeco,Ertiga,Estilo,Grand Vitara,Gypsy,Kizashi,Maruti-800,Omni,Ritz,Swift, Swift Dzire,SX4,Versa,Wagon R.
MARUTI SUZUKI A-STAR 7
MARUTI ALTO K10
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CHAPTER-4 ORGANISATIONAL STRUCTURE
Bangalore Institute of Management studies Chief Executive Officer
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Management Representative
CGM (Sales) Sr. Executive Admin
CGM Operations Manager (Systems)
CGM (Works)
HR Manager HR Executive
Exe (Stockyard) Sr. Exe (Systems) Sr. Customer Manager Care (sales) Manager Cust. Asst. Manager Care Delivery (Delivery Exe. Controller) Team Managers Sales Executives
Supervisor (PDI)
Sr. Exe (PreDel) Washing
Asst. stockyard Mechanic
Asst. Supervisor System Operator
POLICIES AND PROCEDURES

Mandovi Motors follows ISO 9001:2008 Quality Management System. Bangalore Institute of Management studies Page 21
Mandovi pledge to make quality a way of life, through commitment to continual improvement in customer satisfaction and adhering to Quality Management System. The quality management principles are as follows Customer focused organization-strive to exceed customer expectations. Leadership to establish unity of purpose and direction. Involvement of people at all levels. Process approach for efficient utilization of resources. System approach to management for effectiveness and efficiency. Continual improvement in overall performance. Factual approach to decision making based on the analysis of data and
information.
Mutually beneficial supplier relationship to enhance ability of both and
create value. System procedures have been defined and the following standards are arrived Sales Operations Standard. Service Quality Standard. POC Operations Standard. Spares Operations Standard. HR Operations Standard.
SERVICES
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Some of the services provided by Mandovi to its customer to satisfy its customers are as follows.
MARUTI ON ROAD SERVICE

24 hour on road service vehicle which will service customer vehicle any time when they get stranded on the road.
TOWING SERVICE
When the vehicle met with an accident Mandovi provides the towing in service from the spot to the workshop.
PICK AND DROP SERVICE

On customer request maintenance, repair is done duly picking up the car from customer residence and dropping it back after service.
REPLACEMENT VEHICLE
Customer gets a replacement vehicle in case repair work for his car is not done in 24 hours.
SHUTTLE SERVICE
When a customer drops his car in the morning for service, the shuttle vehicle drops him back to the important locations in Bengaluru.
PERIODIC FREE CHECK UP

A set of customer gets selected for a free check u of vehicles. The campaigns are done based on the seasonal needs like monsoon check-up, during rainy season, AC check-up during summer season etc.
FREE REPEAT JOBS

Any repair work done if the problem repeats within a month that is considered as repeat job. All such jobs are done free of labour charges.
SERVICE MARKET REMINDERS

The history of each car repaired is maintained, database is reviewed on daily basis and customer is reminded that his car is due for service through sms, tele call or email.
POST SERVICE FOLLOW UP

Each customer is called after 72 hours of service and repair, feedback is taken with regard to quality of service. Any complaints will be resolved within 48 hours.
PRESENT STATUS: GROWTH

Mandovi started its operations in the year 1984 and completed 27 years of association with Maruti Suzuki India Limited. Mandovi has consistently registered growth in sales and service load in all these years From one sales outlet and one service outlet during 1984, today Mandovi has 16 Showrooms and Sales Information Centers, 18 Workshops and 5 Showrooms for Used Car Sale (True Value)..
FUTURE ACTIVITIES
FUTURE STRATEGY
The future strategy is to reach out to customers in the ever expanding spheres of sales and service. Being intensely customer focused, they strive to exceed customer expectation by adhering to system approach to management and adapt to changes based on customer expectation.
FUTURE PLAN
The future plan includes Upgrading of all existing out-lets with required skill-sets in the human resource
and infrastructure. Continuously improving processes at all the outlets for efficient utilization of
resources and further improve the customer service.
Setting up of new outlets for sales and after sales service at strategic
locations.
CHAPTER 5
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DEPARTMENTAL STUDY HR DEPARTMENT
HR is an acronym for human resources, that element within a company which deals with the human aspects/needs of workers. Many companies have an HR department, which may provide a broad range of services to its employees. Some who work in HR are considered part of the department, but many people outside of such a department may have something to do with not just the financial aspects of work, but also the human element of employing workers.
The Human Resource Department deals with management of people within the organisation. There are a number of responsibilities that come with this title. First of all, the Department is responsible for hiring members of staff; this will involve attracting employees, keeping them in their positions and ensuring that they perform to expectation. It is responsible for organisation of people in the entire Company and plans for future ventures and objectives involving people in the Company.
The Human Resource Departments main objective is to bring out the best in their employees and thus contribute to the success of the Company.
HR is one of the important department of the dealership organization. Sustainability of dealership depends on retention of quality manpower at management and technical departments.
HR department monitors
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Advertising available jobs, screening applicants, setting up interviews and potentially hiring applicants.
Recruitment through reference, campus and advertisement.
Organizes manpower motivation program.
Monitors performance appraisal key parameters.
Organize in house and external training programs to enhance competency of man power.
Top management will review quarterly the HR activities.
Handling
complaints
about
employer
abuses,
sexual
harassment,
discrimination or hostile work environment charges.
THE STRUCTURE OF THE HR DEPARTMENT
Deputy General Manager ( HR )
HR Manager
Training Manager
HR Executive Bangalore Institute of Management studies
Trainers Page 27
SELECTION PROCESS
The selection of employees are carried out in the following manner.
JOINING FORMALITIES
New Member is required to submit without fail certain document and details as prescribed in the offer letter/letter of Intent. Passport size and stamp photos, Certificate of Education, Experience Certificates, residential address proof, relieving letter and salary slip of previous employment and medical fitness certificate.
EMPLOYEE KIT
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To get adjusted to the work and to learn the business process in a smooth way employee kit is given to the employee. Certain set of handbooks, uniforms, identity card stationeries, code of conduct.
COMPENSATION
Salary is paid on before 7th of each month. Salary break ups are briefed in a letter of appointment. For employees knowledge is given about his/her pay system. Leave can be availed only with prior permission.
An employee can avail earned leave of 18 days and CL 12 days only after confirmation and 1year of service. Apart from above 5 national general holidays and 5 festival holidays are given.
IDENTITY CARD
Is issued to all the employees and will be valid up to 3 years. In case of loss of ID cards, the same should be reported to the HR department.
PROBATION
Every newly joined employee is kept on probation for a minimum period of 6month to maximum of 2year.
DRESS CODE
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Every permanent employee is provided uniform it should be worm as per company rules.
TRANSFER POLICY
Based on business requirement the employee transfer is processed through management decision. Employee service will be transferred to any branch or department of M/s Mandovi Motors Pvt Ltd, anywhere in Karnataka due to exigencies of work and also to its sister concerns if required.
COMMUNICATION
Communication in the organization is based on the following
Daily/weekly/monthly meeting Notice boards Circulars Mails/telephones Mandovi happening, an in-house magazine.
PERFORMANCE MANAGEMENT SYSTEM
It is a method of evaluating the performance of the employee in a proper manner to give a proper growth in respect to responsibilities, positions and compensations as well. Based on his/her achievement, promotion/increment/rewards will be given in a suitable way.
It identifies areas of improvement and facilities for training, improves performance and transparency in a management system. Bangalore Institute of Management studies Page 30
EXIT INTERVIEW
Exit interview is done to those employees who retire or resign from the company. Employee will need to fill the exit interview form, to understand the reason for separation and get some suggestions for an improvement. Also no due form needs to be a signed by concerned departmental heads and submitted to HR manager.
TRAINING
Training is given to employees to enhance his/her performance, efficiency in the job, to keep abreast with the latest technology, market condition and to retain the existing man power. The training givens are two types: Internal External
EMPLOYEE WELFARE
BIRTHDAY CELEBRATION AT WORKPLACE
Birthday of employees are celebrated on a particular day of the month at different units.
SUGGESTION SCHEME
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A suggestion box located at each unit. Here the employee can give his/her suggestion which will be evaluated by a panel of evaluators, who will in turn verify and reward them suitably.
MANDOVI ANNUAL DAY IN ALL LOCATION
Annual day is celebrated yearly once to celebrate and facilitate the employees for get together as a family. They review themselves and they award the top performers who have contributed the whole year.
FESTIVAL ADVANCE/SALARY ADVANCE AND LOANS
Is given to the permanent employees based on certain criteria once in a financial year which will be recovered on EMI basis for particular number of months. MERITORIAL AWARD TO EMPLOYEES CHILDREN FOR ACADEMIC EXCELLENCE
This is given to children of confirmed employees who excel in their academic (X & XII standards).
It applies to only one child per year and if both parents are employee of Mandovi then only one of them can claim this award.
ACCIDENT INSURANCE
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This policy covers emergency situations, specially accidents which may occur either in company or outside of the company.
GROUP MEDI CLAIM POLICY Scheme for employees and their family members where an employee need to pay 60% of the premium and the rest 40% is borne by the management. HUM TUM SAATH SAATH (LOW PERFORMERS COUNSELING)
This is done in order to motivate to employees who are showing low performance in their job. A maximum time is given and training imparted to the employees to motive their performance.
PERFORMANCE BASED REWARD SCHEME
The top performer in various categories is rewarded from time to time. This reward includes certificate/memento and it is personally presented by MD.
QUARTERLY INTERNAL MAGAZINE-MANDOVI HAPPENING
Mandovi happening is an internally based quarterly magazine which gives insight of things happening in and outside Mandovi an initiative by HR department.
COUNSELING
Is done to certain employees who are either identified by departmental head are HR manager.
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Employees can also approach the HR manager voluntarily and things are kept very confidential.
GRATUITY This is applicable as per the law. An employee who has completed 5 continuous year of experience in the organization is eligible to get gratuity.
GRIEVANCE HANDLING
Grievance is handled by HR manager through certain defined procedure and grievance handling cell is constituted to attend the aggrieved at the earliest. The report of the same should be submitted with observation to the CEO.
CORPORATE SOCIAL RESPONSIBILITY
CSR: Corporate Social Responsibility is a part of responsibility that any organization owes to the society and through which the organization can get a good brand image. Mandovi has also contributed towards this concern by the following good work.
Advertisement related to road safety.
Bus shelters for general public at various places.
Signal boards for RTO at different part at Mysore.
Campus interview at colleges (ITI, DIPLOMA... etc)
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Job fair A way in which the company provides an opportunity in giving employment to the employed.
On the job training for ITI students.
Project for students for various professions. Eco - Friendly Green workshops.
Blood donation camps.
Fund raising for natural calamities
CAREER GROWTH
The career growth is based on the experience level and also based on the proficiency level of a person.
The following figure shows the career growth for employees in service and sales department.
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SALES DEPARTMENT
A sale is the act of selling a product or service in return for money or other compensation. It is an act of completion of a commercial activity.
Sales department of Mandovi Motors to all means of communications to promote their products and services Promotion had four distinct elements
Advertising newspaper, pamphlets. Public relations events conducted in Garuda or other mall in Bangalore, exhibitions, trade fairs. Word of mouth telecalling and sales force. Point of sale.
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STRUCTURE OF SALES DEPARTMENT
CGM (SALES) Sr.Exe.Admin Sr.Manager(sales) Team Manager
Sales Executives Customer Care Manager
PDI AND STOCKYARD

Pre- delivery inspection is an important process for a car dealership. In this department trained technical supervisors will unload the new vehicles received from Maruti Suzuki follow the check list for inspection and ensure the vehicle is Okayed and certifying that the vehicle is ready for delivery and communicate to sales department.
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The inventory, proper storage and safety of the vehicles are managed in this department with proper stock yard.
PRE-SALES PROCESS
The main function of this department is to identify new customers for Maruti Suzuki cars. The sales executives identify the customers through various sources like Walk-in, reference, advertisement, promotions etc. The demonstration and test drive is given to the customer by sales executives. The Team Managers assists further in providing financial facility through various banks like SBI, ICICI, HDFC etc. Based on customer need, close the sale and deliver the vehicle.
CUSTOMER CARE AT SALES
Customer feedback is obtained for customer experience at various processes from pre-sales to delivery. Customer Satisfaction index is measured monthly and corrective actions are taken for further improvement.
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Post sales follow up is done to understand voice of customer with regard to sales experience at Mandovi. Any dissatisfaction, the complaint is resolved within 48 hour. Periodically customer meets are conducted to have customer feedback on the product and service and is reported to MSIL (Maruti Suzuki India Limited) for further improvement. Quarterly Internal audit of all the sales process are conducted and corrective actions are taken on weak areas.
AFTER SALES SERVICE PROCESS

Service Quality Standards are clearly defined, which is been followed at all MSIL workshops.
SERVICE INITIATION PROCESS When the customer arrives at workshop, the service advisor attends him within 5 minutes, listens o his demanded repairs, goes for a test drive if necessary, inspects and provides clarity to customers with regard to the recommended repairs. He also provides cost of repair estimate and time commitment for completion of the repair work.
SERVICE PROCESS AT SHOP FLOOR Bangalore Institute of Management studies Page 39
Based on the type of repair, commitment of time, the supervisor allocates the vehicles to the mechanics and monitors the repairs work at various stages and ensures the vehicle is ready before 30 minutes of the promise time and ensures final inspection of the jobs done. Finally, washing is done and the vehicle is kept ready for delivery.
DELIVERY PROCESS Customer is reminded once the vehicle is ready. Upon arrival of the customer, the service advisor who opened the job card in the morning attends to him explains the jobs done on the vehicle, explains the charges for the jobs done upon customer satisfaction, he delivers the vehicles duly collecting the invoice amount.
CUSTOMER CARE AT SERVICE
Regular Measurement of CSI (Customer Satisfaction Index) is done monthly, based on customer feedback received. CSI is measured monthly and corrective Bangalore Institute of Management studies Page 40
actions are taken on the week process. Post service follow up is done for every customer after 72 hours of service, feedback obtained and any complaints are resolved within 24 hours.
SPARES
Spare parts are monitored through warehouse professional software designed by MSIL is being used to monitor Consumption pattern Inventory ageing Critical Parts ABC and XYZ analysis.
Every day urgently required spares not available list is generated based on feedback from all workshops and spares are obtained within 48 hours.
MARUTI GENUINE ACCESSORIES

Mandovi Motors also deals with Maruti Genuine Accessories. Maruti Genuine Accessories (MGA) is a new initiative to offer you high quality accessories at competitive prices. It follows world class engineering and design processes to develop each and every item of MGA. Every MGA item has perfect mechanical and electrical compatibility with the vehicle and offers unmatched performance.
These include:
Alloy wheels Door Visors Page 41
Carpets For Lamps Designer Mats Stereo System Security system Seat & Body covers
FINANCE DEPARTMENT
FINANCE FUNCTION Types of books of Accounts-Branch Accounting: Tally ERP9-This is available online. This tally book also refers the True Value services offered at Mandovi Motors.
Cost and Revenue Center Vehicle sales department Service department Spares sales department Accessories sales department Insurance department Bangalore Institute of Management studies Page 42
Finance department True value department Cost Records: The cost records are maintained by the separate departments in Pratham Motors in Tally. Documentation: Receipts: The Company maintains the receipts of the customers amount received. Vouchers: The Company maintains vouchers of cash, bank purchase and sales.Debit Note: Purchase party and spares return to vendors. Credit Note: This is maintained in case of ultimate customer (discount given). Inward and Outward Invoices: Include debit and credit note. Budgeting: Mandovi Motors budgeting report quarterly and then revision is done simultaneously. Accounting period- April to March of every year.
Cost Control Techniques: All the day to day expenditure is recorded and send/approved by higher level of every individual department officer like the Accounts Manager, finance controller
Inventory Control Techniques: Inventory control is managed by the Sales Department. Maruti has developed software called DMS (data management system) where all the stock is recorded and maintained and can be accessed online. Purchase Function and Vendor Selection: Vehicle/Car Purchases are under the control of the sales department. o The sales department chooses the vendors and its prices. o The spares department chooses the vendors and its prices. o The accessories department chooses the vendors and its prices. All the above activities are finally approved by the DGM Working Capital Management: Bangalore Institute of Management studies Page 43
This is done through Inventory Funding and Cash Credit and ILC. BRSApproach and frequency of preparation. The company maintains daily the Bank Reconciliation Statement (BRS) through Tally. Advanced Tax-Practice and Policy: Advanced Tax is paid as per the statutory requirement depending on the calculation of Budget and TDS (tax deducted service) certificate. Depreciation Policy: This is done through: SLM (straight line method) as per the Companys Act. WDV (written down value) as per the Income Tax policy. Capacity Utilization: Full utilization is done. Revenue recognition: This happens through the sale, services, insurance, finance and commission. Standard Costing: This takes place through fixed and variable cost. Amortization Policy with respect to Capital Expenditure: This takes place only through / depreciation. Bonus, dividends, rights: Depending on the companys profit bonus and dividend are calculated. MARUTI FINANCE Maruti has started finance in tie up with Banks like SBI, SUNDARAM, HDFC, KOTAK, ICICI; Axis bank etc are the major players. MSIL promotes their aligned partners by giving subventions, interest is calculated on dimishing rate, and repayment is done as equated portly installment, depending on the tenure. MARUTI INSURANCE Comprehensive insurance and third party insurance is available. Comprehensive policy is a must for vehicle under hire purchase/finance. Package policy covers everything i.e. earthquake floods, theft, riot etc.but under third party which policy Bangalore Institute of Management studies Page 44
the claim will only be applicable to the third party or property f third party which damage was due to the insured. In this case the insured will not be eligible for host personal/property loses &damages to his vehicle. Benefits of Maruti Insurance (USP): Near cash-less accident repairs Seamless services across nation Faster &Fair Claim settlement Easy settlement of claims with no follow-ups Repairs at authorized Dealer workshops Dealer assisted towing facility Easy transfer of No claims bonus
SERVICE DEPARTMENT
Service is a type of economic activity that is intangible, is not stored and does not result in ownership. A service is consumed at the point of sales. Service department is responsible for overall activities of the workshop like recruitment, training, overall activities of spares, spare parts planing, sale promotion, implementing stastical technique, taking corrective actions and handling complaints.
STRUCTURE OF SERVICE DEPARTMENT

CGM (Works)
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Exe (Stockyard)
Supervisor (PDI)
Customer Care Manager Asst. Manager Delivery (Delivery Controller)
Sr. Exe (Pre-Del)
Asst. stockyard Mechanic
Asst. Supervisor
Washing
System Operator
STOCKYARD- stock temporarily kept until it is sold.
TECHNICAL ADVISOR
He will assist service advisor for diagnosis and road test to identify the actual problem in the vehicle.
SERVICE ADVISOR
He will handle all the customer enquiries, inventory of vehicle,delivery,acts as mediator between workshop and front office, status of vehicle.
Sr.MANAGER SHOP FLOOR

He will be responsible for activities of workshop floor in his absence.
MANAGER (WORKS)
He will have control over the work station operations in the control room, front office,workshop,washing bay, manpower planning,training,handling complaints. Bangalore Institute of Management studies Page 46
TELEPHONE OPERATOR
Shall take appointment of vehicle for servicing, repairs, attending incoming calls, recording customer complaints, verifies job control sheet.
WARRANTY CO-ORDINATOR
Shall issue and account for the parts placed under warranty and replacement activity.
SUPERVISOR
Shall take inventory of vehicle, road tests for final inspection, time control of mechanics, delivering vehicle, handling customer queries.
MECHANIC
Carry out the work as per the job card.
SERVICE MECHANIC
He will perform special service on demand by customer.
FINAL INSPECTION SUPERVISOR

Shall inspect all vehicles after the job is complete.
INHOUSE TRAINER
He will maintain in house training module, schedule, records and bulletins to technicians.
FLOOR-COORDINATOR
Shall ensure completion of work as per repair on time.
EXECUTIVE SERVICE RECEPTION

He shall open the job cards and generate vehicle history.
CUSTOMER CARE MANAGER

Shall be responsible for daily follow-up, post service follow-ups, customer complaints.
SUPERVISOR (WASHING AND CLEANING)

Shall ensure washing and cleaning of vehicles, daily upkeep of of the equipments, making available of all necessary cleaning materials. Bangalore Institute of Management studies Page 47
HOUSEKEEPING
Shall monitor the function of office boys, cleanliness of the workshop.
SUPERVISOR (PDI)
Receipt of vehicles. Transit damage/claims. Intimation to sales. Delivery of vehicle to sales.
CHAPTER 6
SWOT ANALYSIS
STRENGTH
Experienced and committed manpower in the top management.
Excellent brand value in the market.
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Largest after sales network in Karnataka.
Customer focus orientation of the top management.
Effective system approach to management.
1st automobile dealer in Dakshina Kannada to get the AV Belgium ISO9001:2008 certification for quality standards and procedures.
1st automobile dealer in south Asia to have Hunter Safe Lane (complete brake suspension and wheel alignment diagnostic test.)
1st automobile dealer in Karnataka to build eco friendly workshop which is located at Mangalore with passive solar cooling design.
WEAKNESS
Attrition in trained manpower.
Proficiency level of second line manpower in the dealership.
In house training mechanism, identification of training need and competency measurement needs improvement.
Majority of the workshop are built on lease property.
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OPPORTUNITY
Growth in the Passenger car market.
Manufacturers strength to which any type of price war in the market.
Huge volume for After Sales Service.
Huge product mix to generate volume.
THREAT
Addition of new outlets and dealership resulting in reduction of market share.
Global players entering mid car segment.
Impact of global phenomena on Indian economy.
Growing customer expectation.
CHAPTER 7 FINDINGS, CONCLUSIONS AND RECOMMENDATIONS FINDINGS

Mandovi has a good brand image in the market.
All the workshops are over crowded and sometimes anxiety for delivery of vehicles.
customer
shows
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There is lack of personal attention during peak period (especially between 5 p.m and 7 p.m) at workshops.
Vehicle parking, road test and final inspection process are not efficiently done.
Mandovi is involved in Corporate Social Responsibility such as Blood Donation Camp
Free Emission Checkup Camp
Eco Friendly Green Workshop in Mangalore.
Mandovi motors contribute atleast six social institutions every year.
CONCLUSIONS
Mandovi Motors has helped me in accomplishing the objective of organization study.
Customer has the choice. The market is finding lot of dealerships and workshops.
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Leverage Mandovis brand value, establish more facilities for the customers at the right vehicle population areas and be proactive in anticipating customer expectations through feedback.
Mandovi believes in customer satisfaction and are providing quality service to the customer.
Mandovi has a well structured organization where the feedback from various departments are taken and necessary action is taken to improve the process.
The attrition rate is very high in Mandovi motors.
RECOMMENDATIONS
The movement from customer satisfaction to customer delight should happen through
Individual attention to each customer.
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Doing the job right first time.
Need to reduce the attrition level by providing additional benefits to the employees along with the salary.
Infrastructure for after sales should be further customer packets.
expanded to service large
Mandovi motors should establish Eco-friendly green workshop at all its centres.
Parking is an important factor as the days go special attention to be given to ensure enough parking bays at any workshops and showrooms.
Manpower retention is very important. Regular motivational programs to retain manpower need to be planned.
The competency of manpower need to be measured as this is an important factor to work towards customer delight.
Leverage Mandovis brand image for customer retention and track each individual customer.
E- Commerce is an important media in the future for business generation. Improve company website and make it interactive.
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BIBLIOGRAPHY
Page 54
An Organisation Study on Mandovi Motors Pvt Ltd 1. Mandovi
motors,
2011;
accessed
and
retrieved
from
http://www.mandovimotors.in on August 14, 2011.
2. http://business.mapsofindia.com/automobile. Business maps of india.com,
August 1, 2011.
3. http://www.fadaweb.com/role_of_dealers.htm. Federation of Automobile
Dealers Associations, July 20, 2011.
4. Mandovi Motors. Mandovi 25th year anniversary (Magazine). Number 25,
(August 2011): pp.1-40.
Page 55

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An Organisation Study on Mandovi Motors Pvt Ltd

CHAPTER 1 INTRODUCTION ORGANISATION STUDY

OBJECTIVES OF THE STUDY

To know the service quality & standards maintained in the company.

To understand the structure of the organisation.

To know the vision and mission of the organisation.

To know the various departments and their responsibilities.

To determine the corporate social responsibility carried out by the organisation.

An Organisation Study on Mandovi Motors Pvt Ltd

CHAPTER 2 INDUSTRY PROFILE

NATURE OF THE INDUSTRY

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

An Organisation Study on Mandovi Motors Pvt Ltd

AUTOMOBILE DEALERS AND SERVICES IN INDIA

INDIAN MARKET SCENARIO

INDUSTRY GROWTH DRIVERS

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

An Organisation Study on Mandovi Motors Pvt Ltd

An Organisation Study on Mandovi Motors Pvt Ltd

MARUTI SERVICE CENTRES IN INDIA

HYUNDAI MOTOR SERVICE CENTRES IN INDIA

customer satisfaction, the company has opened

An Organisation Study on Mandovi Motors Pvt Ltd

GENERAL MOTORS SERVICE CENTRES IN INDIA

TATA MOTORS SERVICE CENTRES IN INDIA

An Organisation Study on Mandovi Motors Pvt Ltd

FORD INDIA SERVICE CENTRES IN INDIA

AUTOMOBILE DEALERS AND SERVICES IN KARNATAKA

An Organisation Study on Mandovi Motors Pvt Ltd

TOP CAR DEALERS IN KARNATAKA

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

CHAPTER 3 COMPANY PROFILE

HISTORY OF THE ORGANIZATION

An Organisation Study on Mandovi Motors Pvt Ltd

First Dealer in Karnataka to cross a sale of 100,000 cars.

Only Dealer in Karnataka to service more than 17,500 cars every

Customer satisfaction study (Non Metro), three times in a row.

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

Mandovi has the turnover of 400 crores per year.

ACHIVEMENTS AND AWARDS

An Organisation Study on Mandovi Motors Pvt Ltd

MARUTI SUZUKI AWARDS BANGLORE

2008 2008 2008

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

2008 2009 2009 2009 2009 2009 2009

MARUTI SUZUKI A-STAR 7

MARUTI ALTO K10

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

Bangalore Institute of Management studies

An Organisation Study on Mandovi Motors Pvt Ltd

CHAPTER-4 ORGANISATIONAL STRUCTURE