A

Project Report
On
STUDY OF CUSTOMER SATISFACTION &
PERCEPTION ABOUT ASHOK LEYLAND LIGHT
COMMERCIAL VEHICLE IN LUCKNOW CITY,
UTTER PRADESH
___________________________________________
Under the Supervision of
MS. Samina Sadiq
Submitted By

(Ankit Gupta)
in partial fulfillment of the requirement
for the award of the degree
Of

Master of Business Administration

April - May 2015

BONAFIDE CERTIFICATE

BONAFIDE CERTIFICATE

Certified that this project report entitled Study Of Customer Satisfaction & Perception About
Ashok Leyland Light Commercial Vehicle In Lucknow City, Utter Pradesh is the bonafide work of Mr. Ankit Gupta for the award of Master of Business Administration from
Sikkim Manipal University carried out under my supervision.

SIGNATURE
HEAD OF THE DEPARTMENT

SIGNATURE
FACULTY IN CHARGE

DECLARATION

I,Ankit Gupta student of Master of Bussiness Administration (MBA) year 20132015 from Sikkim Manipal University declare that this project is our original work
and it has not previously formed the basis of award of any degree or similar other
title.

Ankit Gupta
Roll No. : ____________
MBA 4th
Sikkim Manipal University

ACKNOWLEDGEMENTS
The research on Study Of Customer Satisfaction & Perception About Ashok Leyland Light
Commercial Vehicle In Lucknow City, Utter Pradesh has been given to me as part of the
curriculum in the completion of Degree 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 Ms. Samina Sadiq.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 ocompany to my parents for their direct/indirect support during the
entire course of this project. I also thankful to my friend who helped me a lot in the completion
of this project.

PREFACE
If company can compare marketing to a long train with a multiple compartment then every
bogies represent different aspect of marketing. Marketing strategy formulation depends upon the
every aspect of related terms and marketing research plays vital roles to connect each
compartment to form a cohesive functional unit. The automotive industry is at the center of
Indias new global dynamic. It plays major roles in retaining manufacturing industry growth over
12.5% per annum The motivation behind the project was to gain clear understanding about
marketing research. Through this project I have tried to understand the complexities involved in
gathering of data for drawing inferences .The final objective is to produce a result that is
accurate, useful, and free from bias and helps in the successful completion of my MBA course.
The project has been presented in a simple format.

EXECUTIVE SUMMARY
Satisfaction is a persons feeling of pleasure or disappointment resulting from a comparing
perceived performance in relation to his or her expectation. If the performance falls short of
expectation, the consumer is dissatisfied. If the performance matches the expectations, he
consumer is satisfied. If the performance exceeds expectation, the customer is highly satisfied or
delighted. In todays competitive scenario firms consistently tries to satisfy his existing customer
to get more customers in every regards. To meet the desired expectation of customers companies
has to look around all aspects of products services and of course market condition, otherwise
they may be out of the race. Automobile industry has the same competitiveness and every firm in
the industry is consistently working for enhancing their product and services.
I have conducted a study on Customer Satisfaction by studying the overall administration.
During the course of my studies, I got detailed information about ASHOK LAYLAND; its
organization & administration. I have analyzed the sales & service procedure of the company. I
have collected the data by random sampling method. I have placed conclusions with some
recommendations. Because of time constraint I have judged the customer satisfaction with
limited ratios & study of problem in brief.

TABLE OF CONTENT

CONTENT
Acknowledgment
Preface
Executive summary
Company Profile
Introduction of Customer Satisfaction
Research Methodology
Analysis Interpretation
Limitation
Suggestion and Conclusion
Bibliography
Appendix

PAGE NO.

COMPANY PROFILE
Ashok Leyland

Ashok Leyland Limited

Type

Public

Traded as

BSE: 500477
NSE: ASHOKLEY

Industry

Automotive

Founded

07 September 1948

Headquarters

Chennai, Tamil Nadu, India

Area served

Worldwide

Products

Automobiles, engines,commercial
vehicles

Revenue

99.43

billion(US$1.6 billion)

(2014)

Net income

0.29

billion(US$4.6 million)

(2014)

Number
employees

of 15,812 (2011)

Parent

Hinduja Group

Subsidiaries

Ennore

foundries

Automotive

Limited

Coaches

Components
Gulf-Ashley

and
Limited

Motors

Limited

Ashley

Holdings

Limited

Ashley

Investments

Limited

Ashley Design and Engineering

Services
Avia

(ADES)
Ashok

Leyland

Ashok Leyland Defence Systems

(ALDS)
Ashok Leyland Project Services
Limited
Lanka Ashok Leyland PLC[1]

Website

www.ashokleyland.com
www.lal.lk

Ashok Leyland is an Indian automobile manufacturing company based inChennai, India.

Founded in 1948, it is the 2nd largest commercial vehicle manufacturer in India, 4th largest
manufacturer of buses in the world and 16th largest manufacturer of trucks globally. Operating
six plants, Ashok Leyland also makes spare parts and engines for industrial and marine
applications. It sells about 60,000 vehicles and about 7,000 engines annually. It is the second
largest commercial vehicle company in India in the medium and heavy commercial vehicle
(M&HCV) segment with a market share of 28% (200708). With passenger transportation

options ranging from 19 seaters to 80 seaters, Ashok Leyland is a market leader in the bus
segment. The company claims to carry more than 60 million passengers a day, more people than
the entire Indian rail network. In the trucks segment Ashok Leyland primarily concentrates on
the 16 ton to 25 ton range of trucks. However Ashok Leyland has presence in the entire truck
range starting from 7.5 tons to 49 tons. With a joint venture with Nissan Motors of Japan the
company made its presence in the Light Commercial Vehicle (LCV) segment (<7.5 tons).
Ashok Leyland's UK subsidiary Optare has shut down its bus factory in Blackburn, Lancashire.
[2] This subsidiary's traditional home in Leeds has also been vacated in favour of a purpose built
plant at Sherburn-in-Elmet.
History

Raghunandan Saran, Founder of Ashok Leyland

Ashok Motors
Ashok Leyland was founded in 1948 by Raghunandan Saran, a freedom fighter from
Punjab. After Independence he was persuaded by Indias first Prime MinisterNehru, to invest in
modern industrial venture. Thus Ashok Motors was incorporated in 1948 as a company to
assemble and manufacture Austin cars from England, and the company was named after the
founders

only

son Ashok

Saran

. The

company

had

its

headquarters

in Rajaji

Saalai, Chennai (then Madras) with the plant inEnnore, a small fishing hamlet in the North of

Chennai. The Company was engaged in assembly and distribution of Austin A40 passenger cars
in India.
Under Leyland
Sometime later, the founder Raghunandan Saran died in an air crash, prior to that he had been
negotiating with Leyland of Britain for assembly of commercial vehicles as he envisioned
commercial vehicle were more in need at that time than were passenger cars. The company later
under Madras State Government and other shareholders finalised for an investment and
technology partner and thus the British-based Leyland Motors joined in 1954 with equity
participation by Leyland Motors, changing the name of the company to Ashok Leyland. Ashok
Leyland then started manufacturing commercial vehicles. Under Leyland's management with
British expatriate and Indian executives the company grew in strength to become one of India's
foremost commercial vehicle manufacturers.
The collaboration ended sometime in 1975 but the holding of British Leyland, now a major
British Auto Conglomerate as a result of several mergers agreed to assist in technology which
continued until the 1980s. Post 1975, changes in management structures saw the company launch
various advanced vehicles and pioneering innovations in the Indian market, with many of these
models continuing to this day with numerous upgrades over the years.
Under Iveco and Hinduja partnership
In 1987, the overseas holding by Land Rover Leyland International Holdings Limited (LRLIH)
was taken over by a joint venture between the Hinduja Group, the Non-Resident Indian
transnational group and IVECO, part of the Fiat Group. Ashok Leylands long-term plan to
become a global player by benchmarking global standards of technology and quality was soon
firmed up. Access to international technology and a US$200 million investment programme
created a state-of-the-art manufacturing base to roll out international class products.

Hinduja Group
In 2007, the Hinduja Group also bought out IVECO's indirect stake in Ashok Leyland. The
promoter shareholding now stands at 51%. Today the company is the flagship of the Hinduja
Group, a British-based and Indian originated trans-national conglomerate after Hindujas bought
Ivecos remaining ownership stakes.
The birth of Ashok Motors
Founded by Raghunandan Saran, Ashok Motors was set up in collaboration with Austin Motor
Company, England and incorporated on September 7th for the assembly of Austin cars.

The first A40 assembled

Production began in September at the factory situated at Ennore, south of Madras, and soon the
first indigenously assembled A40 Austin car was rolled out
Ashok Motors and Leyland, UK agree to collaborate

An agreement was reached between the two companies and Ashok Motors got sole rights to
import, assemble and progressively manufacture Leyland trucks for seven years
Assembly of Leyland chassis commences
The first Leyland chassis assembled by Ashok Motors at Ennore were four Comet 350-engines
tippers sold to the Mangalore Tile Factory.
Government approval for manufacture of commercial vehicles
The Government approved the progressive manufacture of Leyland commercial vehicles and a
license for the manufacture of 1,000 Comets a year was granted

Ashok Motors becomes Ashok Leyland

Named after Raghunandans son, Ashok, the company was renamed Ashok Leyland with equity
participation from Leyland Motors, Ltd

Indias first double-decker arrives

Titan - The first Indian-made double decker with 50% indigenous components was launched

A revolution in steering
For the first time, power steering was featured on commercial vehicles.

A specially designed vehicle for the Indian Army

1,000 numbers of the 6x4 Hippo Tipper was designed and delivered to the Indian Army based
on its specific requirements

Production target upped to 10,000 vehicles a year

The license to manufacture 10,000 vehicles a year was grante

Turnover tops Rs. 1,000 million

Ashok Leylands turnover for the first time crossed Rs. 1,000 million

The Viking appears

The Viking, the first ever bus with an alternator and a unique front overhang that facilitated
front entry hit the Indian roads

A Cheetah bounds into the frame

Indias first rear-engine bus Cheetah was introduced with mixed reactions from drivers. While
it cut off much of the heat, their complaint was that they could not hear the engine!

Hosur plant starts operations

The Companys second plant Hosur 1 was inaugurated by M. G. Ramachandran, the then
Chief Minister of Tamil Nadu

Two major new truck introductions

Indias first 13-ton truck Tusker with a 125 hp engine was launched followed by the countrys
first multi-axle truck Taurus

Indias first Vestibule bus introduced

Indias first vestibule or the articulated bus was introduced ushering in a whole new concept in
urban trave

Manufacturing footprint expands northwards

Two new manufacturing facilities at Bhandara (Maharashtra) and Alwar (Rajasthan) were
inaugurated in March and August respectively

Technical Centre ready

The Companys Technical Centre at Vellivoyalchavadi, on the outskirts of Madras was ready
equipped with much-needed testing tracks

First Indian auto company to receive ISO 9002 certification

This was followed two years later with the ISO 9001 Certification

First driver training facility set up

The most comprehensive driver training facility in Indias private sector was set up at Namakkal,
right in the heart of Tamil Nadus trucking community

Hosur Plant II inaugurated

The second plant at Hosur was inaugurated by the then Prime Minister, Deve Gowda, in
December.

The Stallion rides for the Indian Army

The Stallion, an all-terrain logistic vehicle, was inducted into the Indian Army.

Indias first CNG bus launched

As a major step in developing alternate fuel for mass transportation, Indias first CNG-powered
bus was handed over to the BEST (Brihan Mumbai Electricity Supply and Transport), Mumbai

Another innovation in alternate fuel technology

The countrys first Hybrid Electric Vehicle was developed and showcased at Auto Expo 200

First Indian auto company to receive BS 7799 certification

For Information Security Management System

A Stag crosses the border

When the Srinagar Muzzafarabad road route was open for traffic, the first vehicle to cross from
the Indian side was a Stag bus, flagged off by Prime Minister Dr. Manmohan Singh and UPA
Chairperson, Mrs. Sonia Gandhi.

Acquisition of AVIA
The truck business of Czech Republic-based AVIA came into the Companys fold

Agreement inked with Ras Al Khaimah Investment Authority

For the setting up of a bus assembly plant in the UAE, which was later inaugurated by Highness
Sheikh Saud Bin Al Qasimi, Supreme Council Member and Ruler of Ras Al Khaimah in 2010

Joint Venture forged with Nissan Motor Company, Japan

For manufacture and marketing of Light Commercial Vehicles

Joint venture with Continental AG, Germany

The JV was with then Siemens VDO, for the development of automotive Infotronics

Carrying the dreams of a nation

An Ashok Leyland double decker bus carried the victorious World T20 cricket team, under the
leadership of M S Dhoni, on their lap of honour through the streets of Mumba

Joint Venture with the Alteams Group, Finland

For the production of HPDC (High Pressure Die Casting) extruded aluminum components.

Joint Venture inked with John Deere, USA

For the manufacture of construction equipment product

Albonair, GmbH established

For the development of clean and green technologie

Indias first Hybrid CNG Plug-in Bus

Showcased at Auto Expo 2010 and later did service during the Commonwealth Games moving
VIPs and media at Pragati Maidan, New Delhi

Pantnagar plant inaugurated

The Companys modern, technologically world-class and largest plant went on stream with a
capacity to touch 75,000 vehicles

The U-Truck platform launch

The new, future-ready U-Truck platform entered the market with the promise of a holistically
superior level of trucking

Stake in Optare plc.

As part of its global bus strategy, the Company bought 26% stake in Optare plc, a well-known
bus maker in the UK. Subsequently, the stake was increased to 75.1% in January, 2012.

A full range player with DOST

Entry into the LCV segment.

Enters the construction equipment space

October 2011 saw the launch of a new brand LEYLAND DEERE and the unveil of the first
product from the Ashok Leyland John Deere joint venture the 435 Backhoe Loader

Board of Directors

Mr. Dheeraj G. Hinduja

Dr. Andreas H Biagosch

Mr. D. J. Balaji Rao

Mr. A. K. Das

Mr. Jean Brunol

Mrs. Manisha Girotra

Mr. F. Sahami

Mr. Sanjay K. Asher

Mr. Shardul S. Shroff

Mr. R. Seshasayee

Mr. Vinod K. Dasari

AUDIT COMMITTEE
Mr. Sanjay K. Asher (Chairman)
Mr. D. J. Balaji Rao
Mr. Jean Brunol
Mr. F. Sahami
STAKEHOLDERS RELATIONSHIP COMMITTEE
Mr. Sanjay K. Asher (Chairman)

Mr. D. J. Balaji Rao

Mr. R. Seshasayee
NOMINATION AND REMUNERATION COMMITTEE
Mr. D. J. Balaji Rao (Chairman)
Mr. Dheeraj G. Hinduja
Mr. A. K. Das
Mrs. Manisha Girotra
CORPORATE SOCIAL RESPONSIBILITY COMMITTEE
Mr. Dheeraj G. Hinduja
Mrs. Manisha Girotra
Mr. Shardul S Shroff
Mr. Vinod K. Dasari
Mr. N Ramanathan is the Secretary for all the Committees

Leadership Team

Dheeraj G. Hinduja
Chairman

R. Seshasayee
Non-Executive Vice Chairman

Vinod K. Dasari
Managing Director

Anuj Kathuria
President Operations

B. Venkat Subramaniam
Senior Vice President
Aftermarket

C. G. Belsare
Senior Vice President
Power Solutions

Gopalji Mehrotra
Senior Vice President

Human Resources

Gopal Mahadevan
Chief Financial Officer

N. V. Balachandar
Senior Vice President
Group HR and Process Excellence

Nitin Seth
President
LCV & Defence

N Saravanan
Senior Vice President

Product Development

Rajive Saharia
President
Trucks

R Sivanesan
Senior Vice President
Quality

T. Venkataraman
Senior Vice President

Jan Bus
Worlds first single step entry, front engine, fully flat floor bus unveiled by Union Minister Shri
Kamal Nath
Research & Development
To offer you world-class technology that is relevant, appropriate and affordable has been the
moving force behind our R&D, that has always been an area of prime focus for us. In an
atmosphere that nurtures creativity and innovation, the 1000+ Product Development team seeks
to harness and adopt technologies that provide value to you as well as address safety and
environmental issues.
If our vehicles have become synonymous with the qualities ofreliability and ruggedness, it is
thanks largely to the globally benchmarked testing facilities that we have set up. Apart from a
modern CAD set-up and a Computer Testing Laboratory, is a comprehensive array of test tracks
for vigorous testing of prototypes in the most demanding of conditions. The 6-poster, one of its
kind in the country, is a torture track simulator for multi-axle vehicles that significantly reduces
testing time.

Hinduja Group
The Hinduja Group is a multi-billion dollar, transnational conglomerate. The Group was founded
by Shri P.D. Hinduja in 1914 whose credo was "My duty is to work so that I can give."
The Group's activities span across three core areas: Investment Banking, International Trading
and Global Investments. It also supports charitable and philanthropic activities across the world
through the Hinduja Foundation. As part of its Global investments, the Group owns businesses in
Automotive, Information Technology, Media, Entertainment & Communications, Banking &
Finance Services, Infrastructure Project Development, Oil and Gas, Power, Real Estate, Trading
and Healthcare.
With operations across 37 countries, the Group employs over 70,000 people worldwide

Dealer Locator
Finding one of our dealers is now oh-so-easy. All you have to do is to enter the information
sought, as to what your specific requirements are and bingo, a satellite screen will open up
indicating exactly where you are, where you are headed and all the touch points along your way
indicating all the facilities available at each of them.
Leyland Direct

With Leyland Direct we are just a call away 24x7. This toll free helpline is your single window
to us for all your needs. Accessible from all mobile and landline networks, you can reach us for
breakdown assistance, complaints or any information regarding our products, service or channel.
We can respond to you in more than 8 local languages.

M&HCV queries :
1800-266-3340 (toll-free) on any day anytime
LCV queries :
1800-1022-666 (toll-free) on any day during 6 am to 10 pm
Customer Care Packages
Insurance for your vehicle is mandatory and can be bought at the dealership. An unfortunate
accident can put your vehicle off-road. You can cover your vehicle with comprehensive
insurance with value added benefits provided by reputed insurance companies. These valueadded covers reduce your cash outflow in the event of a claim and also provide for hassle-free,
Cashless claims processes, which help you to put your vehicle back on road quickly!
We provide Quality Rebuilt Engines at economic prices. If you have any problem with your
engine or you need to overhaul it or get warranty post the overhaul, this service of Ashok
Leyland will ensure that your vehicle is not off the road for long. Just drive your vehicle to the
nearest dealer point and exchange your old engine with a readymade reconditioned engine. You
can drive your vehicle back on the very same day. The scheme comes with a warranty for your
engine
AMC- VISHVAS package

Vishvas from ashok leyland

Your business demands that your vehicle drives through tough terrain and harsh weather. It is
only natural that over time, wear and tear and even sudden breakdowns can disrupt your
schedule.In todays competitive world, neither you nor your business can afford this. Preventive
and regular maintenance is the key to keeping your vehicle profitable. The best source for this
maintenance is the vehicle manufacturer. Ashok Leyland, the most trusted name in commercial
vehicles, now offers you a way to get the most out of their vehicles - Vishvas.
With Vishvas in the front-seat, Maintenance worries take a backseat
Vishvas is a professional, comprehensive and timely maintenance cover offered by Ashok
Leyland for both in use and new vehicles. Vishvas covers: Preventive maintenance (Inclusive of
lubricants & Consumables), wear & tear items, minor repairs, major repairs & aggregate
overhauling. Vishvas will result in more uptime for your vehicle, longer life through preventive
maintenance and better resale value.
You can choose from these options:
Corridor AMC: Your vehicle will be attended to at any Ashok Leyland authorized outlet across
the country. This is applicable for both new and in use vehicles.
At-site AMC: Service will be provided at site for both new and in use vehicles. All you have to
do is contribute minimum infrastructure in the form of bays and equipment.
A Maintenance cover that puts money back in to your pocket.
Most vehicle failures are preventable. As your vehicle ages, Vishvas stops breakdowns and
maintenance costs from burning a hole in your pocket-through regular and timely service, the use
of skilled mechanics who are trained in your vehicle technology and the use of genuine spare

parts and recommended Lubricants. You will see the Vishvas difference on your profit sheet, in
the long run.
Vishvas Offers:
Comprehensive timely maintenance for Ashok Leyland vehicles
Country wide service support at all Ashok Leyland Authorized outlets
Toll free Number for breakdown assistance anywhere in India
Strong IT Backbone with updated history for each vehicle
Latest automotive technologies to ensure prompt and reliable service
Vishvas is Warranty plus
Vishvas covers routine maintenance, oils, and filters, hub greasing, wear and tear items
replacements which are beyond the scope of a regular warranty

Insurance package
A comprehensive, cashless vehicle insurance benefit that helps put your vehicle back on road
quickly! It includes Own Damage (OD) and Third Party (TP) insurance from reputed insurance
companies with whom we have tied up. You benefit from attractive rates on OD premiums and
transparency in pricing. You can purchase or renew insurance policies at any of our customer
touch points across India. At our dealerships, we offer you the convenience of a single point
contact for the entire service
Quality Rebuilt Engines

To ensure that your vehicle is not off road for any longer than absolutely necessary. We can
repair your engine, overhaul it or procure warranty post the overhaul.
Just drive your vehicle to our nearest Dealer point and exchange your old engine with a ready
made reconditioned engine. You can drive your vehicle back the very same day. The scheme
comes with a warranty for your engine.
The benefits of this scheme:
100% tested, high quality engines at economic prices
Better life and performance
1 year warranty for haulage/ passenger models*
6 months warranty for tippers*
Use of genuine Leyparts
Pan India service
Easy Exchange Norms
Extended Service Package ( ESP)
Once you buy a new vehicle from us, you can continue to benefit from our quality maintenance
at any of our service centres by signing in for an extended service package. It entitles you to 2
years (or 2 Lakh kilometers whichever is earlier) of preventive service for the vehicle at
scheduled intervals. You can opt for this package anytime from date of purchase of your new
vehicle till your vehicle clocks 48,000 kms Max / 6 months from date of manufacture, whichever
is earlier. Vehicles covered under the scheme are entitled to priority service at any of our service
centres in the country with special rates for lubricants. All this ensures better uptime, improved

vehicle performance and longer aggregate life. The scheme also offers an added advantage of
extended warranty of 2 years / 2 lac kms for the engine from date of sale of the vehicle

Leyparts
We offer a comprehensive range of genuine spare parts that offer better value for money. High on
quality and reliability, LEYPARTS come ready to fit and offer long-term economy.
We also offer a wide range of repair kit
Driver Training
Ashok Leyland has pioneered driver training in India recognizing the vital role of the driver in
the commercial vehicle-industry. In fact, there is empirical proof that proper training can result in
5% or more fuel saving, translating into 3% reduction in total operating cost. We offer driver
training to fleet owners, their drivers, individual drivers cum owners who appreciate that
professionally trained drivers can make a significant difference to their businesses. Training is
also imparted to drivers in the unorganized sector

Presently, we have six well-established Driver Training Institutes (DTI) in India: at Namakkal
(right in the trucking heartland of Tamil Nadu), Burari (in Delhi), Chhindwara (Madhya
Pradesh), Kaithal (Haryana), Bhubaneswar (Orissa) and Railmagra (Rajasamand dist, Rajasthan).

All DTIs are equipped with contemporary vehicles, road and terrain of every conceivable
configuration, modern infrastructure including a state-of-the-art driving simulators and a
scientifically designed curriculum. A comprehensive approach to training has been responsible
for the immense success of the Institutes which have so far added value to over 6,00,000 drivers
on the highways thru various training programmes !

Ashok Leyland DTIs - Centers of Excellence

Over the years, Ashok Leylands Driver Training Institutes have evolved as Centres of
Excellence, where the philosophy is to prepare drivers for life both on and off the road. With a
state-of-the-art infrastructure and a scientifically designed curriculum, the training covers all
aspects of driving and road management, while also promoting a holistic approach to health,
stress control and overall well-being.Skills such as safe driving, fuel conservation, repairs and
maintenance are taught. Other aspects of life on the road are also highlighted trouble shooting,
fire-fighting, and first aid. The importance of good health is stressed, with special emphasis on
prevention of HIV the most prevalent disease among truckers. Additionally, certificate courses
are conducted in specialized subjects, such as handling of hazardous materials.
This professional training makes a huge difference. Drivers who are trained systematically and
scientifically have a significant advantage over those without proper skills. The result? Fewer
accidents, lower operational costs and a happy workforce who are an asset to the organization.

Type of Training

Duration

Training for Beginners in Heavy Vehicle Driving

3 Months

One month - Heavy Vehicle Driving ( for HTV License holder or Heavy 1 Month
LLR )

Refresher course for Experienced Drivers

5 Days

Training for Trainers

1 Month & 5
Days

Tractor - Trailer Training

5 Days

Safe Transportation of Hazardous Goods ( Every week on Wednesday )

3 Days

Fuel Saving Techniques

2 & 3 Days

Refresher course for Safe transportation of Hazardous Goods ( Every

week on Monday Tuesday & Wednesday )

DTI Namakkal

DTI Namakkal, Tamilnadu, which is wholly owned by Ashok Leyland, was established in 1995
and was the first of its kind in the country. Ever since, it has served as a beacon, leading the way
in the training of drivers. Easily accessible from Erode, Salem and Trichy, and spread over 25
acres, the campus includes a driving range with every conceivable road configuration. A spacious
building accommodates large classrooms, a library, a model room, a laboratory and a cafeteria
with an open-air theatre attached. The roads are equipped with electronic signals, signs, markings
and streetlights for night driving everything, in fact, that drivers will encounter on the
highways.
DTI Burari

DTI Burari, near Delhi, started in 2005, is the result of a joint venture with the Government of
Delhi. It is built on 12 acres of land and houses air-conditioned classrooms, a cut section model
room and a library. Practical learning on LMV & HMV vehicles takes place on a 2.2 km driving
track with various simulated road configurations, complete with electronic signals, road

signboards, road markings etc. Trained instructors impart theoretical and practical training to
drivers, in line with the driving environment and current needs of drivers and vehicle owners.
DTI Chhindwara

DTI Chhindwara, sponsored by Ministry of Road Transport and

Highways, Government of India, is situated at approximately 120 km from Nagpur and 286 km
from Bhopal. It is spread over an area of 12 acres and is managed by a Society formed with
officials from the Government and Ashok Leyland. The DTI has boarding and lodging facilities
for trainees.
I Kaithal

DTI Kaithal, sponsored by Government of Haryana, is located 125 KM from Chandigarh. It is

managed by a Society formed with officials from the Government and Ashok Leyland. The DTI
has boarding and lodging facilities for trainees

DTI Bhubaneswar

DTI, Bhubaneswar, a Joint Venture between the Government of India, the Government of Odisha
and Ashok Leyland is situated 50 km from Bhubaneshwar on NH 5, it is. It is managed by a
Society formed with officials from the Government and Ashok Leyland. This DTI, too, has
boarding and lodging facilities for trainees.
The Govt. of Odisha is presently offering free HMV Driver training to a select group of
candidates. For details contact +91-9437246386."
Ashok Leyland Your partner for life
The success of our DTIs have been acknowledged widely. They have put Ashok Leyland at the
forefront as an innovative, technology-led, customer driven organization and is seen as an
extension of our commitment - beginning with a range of trusted products and extending to
superior back-up and a life-long partnership - in which Ashok Leyland helps you maintain and
improve, not only your vehicles, but also your business.
Here are what a few of our customers and partners feel about this initiative:
"Good thoughts , Good Education, Good arrangements, Good atmosphere, Good Driving
Training. The Driver Training Institute at Burari, has all of the above and we enjoyed our training
at Burari". - Rajendar Singh
"Hearty thanks to Ashok Leyland for changing us as a polished Diamond". - B. Kabir

"Here you create a 'new breed of drivers' - this is not a driving school, this is a temple". - P
Sengodan, former President of the All India Motor transport Congress
For further details, please contact
Tamil Nadu
Namakkal
E.N.Surendran
Ashok Leyland Driver Training Institute,
Paramathy Road, Vallipuram (Post)
Namakkal. Tamil Nadu 637003.
Tel : 04286 267751, 267752, 267953.
New Delhi
Burari
A K Agarwal (Cell : 99102 11142)
Manish Kumar Tonk (Cell: 9560233666)
Ashok Leyland Driver Training Institute,
Near Transport Authority Complex
Burari New Delhi 110009
Tel: (011) 27615960 65904004
Madhya Pradesh
Chindwara
Sanjay Takone (Cell : 9604064523)
Ashok Leyland Institute of Driving Training & Research
Khasara no 117/2, Gram Salimeta,
Post - Linga, Teh Mohkhed,
Dist Chindwara 480001

Madhya Pradesh
Tel : 07162 292250 / 51

Haryana
Kaithal
R S Dua (Cell : 9855587898)
Ashok Leyland Driver Training Institute
Village Garhi Padla,
Khanori Road,
Kaithal(Dist. Kaithal)
PIN -136027
Tel: 01746-200301,200302
Odisha
Bhubaneswar
Ali Asgar (Cell : 94372 46386)
Ashok Leyland HMV Driver Training Institute,
Village Solar/ Bidyadharpur,
P.O. CHHATIA Teh. Dhanmandal,
Dist. Jajpur, Odisha
PIN - 754023
Tel : (06725) 214210.

Rajasthan
Railmagra
Akhilesh Kumar (Cell : 94140 74795)

Ashok Leyland Driver Training Institute,

Opp Sub District Transport Office
Near Transport Hub
Fateh Nagar Dariba Road
Railmagra, District Rajasamand
Pin 313 329,
Rajasthan.
Head Office
V Krishna Shankar
DGM - Service & Driver Training
Ashok Leyland
Corporate office
No.1 Sardar Patel Road
Chennai - 600 032
Tel: (91) 044 - 2220 6010

Suppliers Corner

Strong, capable and reliable supply chain partners are critical as we source more than 70% of the
components for our vehicles. It is the responsibility of our Sourcing and Supply Chain
function to evolve sourcing strategies that are aligned to our corporate vision, manage a
competitive global supply base and inbound logistics apart from handling sourcing, parts
development, supplier relationship management and setting up of inbound logistics for all
manufacturing locations in India.
Structured into domains based on technology, namely Proprietary, Sheet Metal, Non Metallic,
Castings, Forgings, Fasteners & Bar-machining, Steel and Corporate Logistics, the function
operates from its offices in Chennai, Gurgaon and Shanghai.
To maintain a highly capable and competitive supply base, focus is on:
Partnering best-in-class suppliers
Conducting rigorous evaluation and improving supplier performance - measured on Quality,
Cost, Logistics, Development and Management (QCLDM)
Deciding share of business on the basis of performance
Optimizing supplies in coordination with third party logistics (3PL) providers
The Supplier management process involves engaging suppliers and exchanging real time
information with the suppliers. This is enabled through our web portals:
Supplier Performance Management (SPM): gives the latest data on individual suppliers
performance on various parameters like quality, cost, logistics, development and management.
Each supplier can view their own score on a monthly basis and take necessary measures to
improve the performance.

Supplier Relationship Management (SRM): has been launched in May 11. In addition to the
available facilities, the SRM portal enables bi-directional exchange of information, facilitating
better material planning for suppliers and Ashok Leyland.
To be a supplier of Ashok Leyland, feel free to contact us at any of our offices.
Supplier Opportunity
Want to be a supplier of Ashok Leyland?
You may call directly on our phone lines mentioned below. You will be re-directed to the
functional expert for further processing.
Following this, you are required to fill our supplier registration questionnaire.
On meeting the minimum criteria of Ashok Leyland, based on the information through supplier
registration questionnaire, a Supplier Evaluation Audit (SEA) will be conducted by our audit
team at your end to judge your capabilities.
On the basis of the assessment done in the audit, you will be inducted into Ashok Leyland and a
unique supplier code will be granted to you.
Once the supplier code is created for you, the development activity will start from the RFQ stage

Dealerships
Ever since Ashok Leyland got into the business, dealers across the globe have played a crucial
role in helping us establish a global footprint for ourselves across the world. We are also proud to
boast of our extensive dealer network spread across the whole of India and abroad. We have high
regards for our dealer network and appreciate their contribution to Ashok Leylands growth and
branding. We also look forward to growing our network by leaps and bounds and establish a
mutually beneficial relationship with our dealers like never before
International Dealers
Thank you for evincing interest in an Ashok Leyland Commercial Vehicle Dealership.
For close to six decades, Ashok Leyland has been a part of the Commercial Vehicle industry with
pioneering technologies and product innovations including Multi-axle vehicles, Tractor trailers,
CNG buses, Double Decker and Low floor buses. Ashok Leyland has chartered out a growth
plan that will meet the demands of the market place; a growth plan that marks a focused drive to
reach the 1,05,000 vehicle mark in the coming year.
What does this mean to you?

It is a fully-loaded opportunity that not only gives you great returns, but also the satisfaction that
you play a big role in the networking of your country. So, if you have a passion for engineering
tomorrows, welcome aboard.
To partner with Ashok Leyland, you need:
A suitably located and sizeable site area
Capability to provide infrastructure conforming to Ashok Leylands standards
And, most importantly, outstanding marketing and servicing capabilities in the Automotive
industry
Please find below the Ashok Leyland Dealership application form which we request you to fill
and send across to us; on the basis of which we will determine if you meet the minimum
requirements expected of an Ashok Leyland dealership. If your request is approved, we will
present you with a Dealer Contract

Ashok Leyland has moulded Indian Commercial Vehicle Industry with pioneering technologies
and product innovations that include Multi Axled Vehicles, Tractor Trailers, CNG Buses, Double
Decker and Low Floor Buses. We cultivate trust in every endeavour and if you have what it takes
it that way, you are the one we are looking for. Be a part of our service network and join us for a
profitable Venture.

What we seek from you

Outstanding service marketing abilities.
Capability to invest Rs.25-30 Lakhs on service infrastructure conforming to Ashok Leyland
Standards.
Site area of 12000 sq ft for a 4 bay facility.
Strong commitment to building long term relationships with customers.
Ambition to grow the service business.

Products
Early Vehicles

India's first Semi -Trailer Ashok Leyland Comet (Cab) on a Mahindra Owen Semi Trailer 10-12
Ton Capacity built in 1959.
Comet

Early products included the Leyland Comet bus which was a passenger body built on a truck
chassis sold in large numbers to many operators in India. By 1963, the Comet was operated by
every State Transport Undertaking in India, and over 8,000 were in service. It was soon joined in
production by a version of the Leyland Tiger.
Titan
In 1968, production of the Leyland Titan ceased in Britain, but was restarted by Ashok Leyland
in India. The Titan PD3 chassis was modified, and a five speed heavy duty constant-mesh
gearbox was used together with the Ashok Leyland version of the O.680 engine. The Ashok
Leyland Titan was very successful and continued in production for many years.
Hino Engine

An Ashok Leyland BEST bus in Mumbai. This bus has the Hino Engine.
During early 80's Ashok Leyland entered into a collaboration with Japanese company Hino
Motors from whom technology for the H-series engines was sourced. Many indigenous versions
of H-series engine were developed with 4 and 6 cylinders and also conforming to BS2 and BS3
emission standards in India. These engines proved to be extremely popular with the customers
primarily for their excellent fuel efficiency. Most current models of Ashok Leyland come with Hseries engines.

Iveco Partnership
In late 1980s Iveco investment and partnership resulted in Ashok Leyland launching the 'Cargo'
range of trucks based on European Ford Cargo trucks. The Cargo entered production in 1994, at
Ashok Leyland's new plant in Hosur, southeast ofBangalore. These vehicles used Iveco engines
and for the first time had factory-fitted cabs. Though the Cargo trucks are no longer in
production and the use of Iveco engine was discontinued, the cab continues to be used on
the Ecomet range of trucks as well as for several of Ashok Leyland's military vehicles.
The Cargo was originally introduced in 7 and 9 long tons (7,100 and 9,100 kg) versions; later on
heavier-duty models from 15 to 26 long tons (15,200 to 26,400 kg) were progressively
introduced.

KNOW MORE ABOUT LCV PRODUCTS:

Overview
We are the 2nd largest manufacturer of commercial vehicles in India, the 4th largest
manufacturer of buses in the world and the 16th largest manufacturer of trucks globally.
With a turnover in excess of US $ 2.3 billion (2012-13) and a footprint that extends across 50
countries, we are one of the most fully-integrated manufacturing companies this side of the
globe.
Over 70 million passengers use our buses to get to their destinations every day while over
700,000 trucks keep the wheels of economies moving. With the largest fleet of logistics vehicles
deployed in the Indian Army and significant partnerships with armed forces across the globe, we
help keep borders secure.

Headquartered in Chennai, India, our manufacturing footprint spreads across the globe with 8
plants; including one at Ras Al Khaimah (UAE). Our Joint Venture partners include Nissan
Motor Company (Japan) for Light Commercial Vehicles, John Deere (USA) for Construction
Equipment, Continental AG (Germany) for Automotive Infotronics and the Alteams Group for
the manufacture of high-press die-casting extruded aluminum components for the automotive
and telecommunications sector

U-3723
Introduced Indias first 37-tonne haulage truck with the highest payload of up to 27 tonne

Neptune Engine
Launched the future-ready electronic fuel efficient Engine with CRS with is protected upto BS-V
BOSS
Launched the next generation intermediate commercial vehicle

STILE
A stylish Multi-Purpose Vehicle (MPV) based on a contemporary, award-winning vehicle
platform and the most fuel efficient vehicle in its category.

CAPTAIN
CAPTAIN truck series launched

MiTR Bus

Launched MiTR - a new age LCV bus, ergonomically designed to offer superior comfort and
utility to passengers & drivers. MiTR offers class-leading comfort with parabolic suspension in
front & rear- an industry-first. It is powered by advanced ZD30 Common Rail diesel engine, that
ensures superior fuel-efficiency

Partner Truck
Launched the next generation LCV TruckPartner powered by advanced ZD30 Common Rail
diesel engine,that ensures superior fuel-efficiency and better turnaround time.Indias first airconditioned LCV goods vehicle which features modern Euro cab with spacious car-like interiors
and offers global levels of performance and efficiency

Current Range
U-Truck

Ashok Leyland's Modern Truck with factory built G-90 New Gen Cab

Ashok Leyland, announced sale of vehicles on the new U-Truck platform from November, 2010
with the rolling out of the first set of 10 models of tippers and tractor trailers in the 16 49-tonne
segment. Further, another 15 models are set to enter the market in the next 12 months.
Dost

Ashok Leyland's entry into Light Commercial Vehicle segment with Dost
The Dost is a 1.25 ton light commercial vehicle (LCV) that is the first product to be launched by
the Indian-Japanese commercial vehicle joint venture Ashok Leyland Nissan Vehicles. Dost is
powered by a 58 hp high-torque, 3-cylinder, turbo-charged Common Rail Diesel engine and has
a payload capacity of 1.25 Tonnes. It is available in both BS3 and BS4 versions. The bodywork
and some of the underpinnings relate to Nissan's C22 Vanette of the 1980s; this is most visible in
the door design. The LCV is being produced in Ashok Leyland's Hosur plant in Tamilnadu. The
LCV is available in three versions with the top-end version featuring air-conditioning, power
steering, dual-colour of a beige-gray trim and fabric seats. With the launch of Dost Ashok
Leyland has now entered the Light Commercial Vehicle segment in India
Boss
Boss is an Intermediate Commercial Vehicle launched by Ashok Leyland. This is available in the
range of 8T to 14T. This is available with two engine options 120IL(LE) and 130CRS(LX)

engines and both are first time such an engines are offered in this range of trucks. The LX variant
is available with Air condition and Leymatic AMT which are again the industry first.
Subsidiary ventures
Construction Equipment
Furthermore, in June 2009 the company expanded into the fastest growing construction
equipment segment, with a 50:50 joint venture with John Deere. Floated as separate entity under
the name of Leyland Deere Limited.
Nissan Ashok Leyland
In 2007, the company announced a joint venture with Japanese auto giant Nissan (Renault
Nissan Group) which will share a common manufacturing facility in Chennai, India. The
shareholding structures of the three joint venture companies are:
Ashok Leyland Nissan Vehicles Pvt. Ltd., the vehicle manufacturing company will be owned
51% by Ashok Leyland and 49% by Nissan
Nissan Ashok Leyland Powertrain Pvt. Ltd., the powertrain manufacturing company will be
owned 51% by Nissan and 49% by Ashok Leyland
Nissan Ashok Leyland Technologies Pvt. Ltd., the technology development company will be
owned 50:50 by the two partners.
Dr. V. Sumantran, Executive Vice Chairman of Hinduja Automotive Limited and a Director on
the Board of Ashok Leyland is the Chairman of the Powertrain company and he is on the Boards
of the other two JV companies. The venture, once it takes off, will be one of the largest
investments made in automotive field in the country

Ashok Leyland Defence Systems

An Ashok Leyland Stallion 4x4 Army Truck in Himalayas

An Indian road-mobile launcher with a ballistic missile

Ashok Leyland's Stallion Kavach 4X4 Mine Protection Armoured Vehicle

Ashok Leyland Defence Systems (ALDS) is a newly floated company by the Hinduja Group.
Ashok Leyland, the flagship company of Hinduja group, holds 26 percent in the newly formed

Ashok Leyland Defence Systems (ALDS). The newly floated company has a mandate to design
and develop defence logistics and tactical vehicles, defence communication and other
systems. Ashok Leyland is the largest supplier of logistics vehicles to the Indian Army. It has
supplied over 60,000 of its Stallion vehicles which form the Army's logistics backbone.
Ashok Leyland foreign operations
Lanka Ashok Leyland
A Lanka Ashok Leyland bus in Sri Lanka in 2013

Lanka Ashok Leyland buses

Lanka Ashok Leyland (LAL) in Sri Lanka was formed in 1982 and started its operations in 1983
as a Joint venture between Lanka Leyland Ltd (a wholly owned company of Government of Sri
Lanka) and Ashok Leyland Ltd India. LAL imports commercial vehicles in both knock down kits
or fully built and carries out assembly operations, repair and service, body building on chassis.
Avia
In October 2006, Ashok Leyland bought a large stake in the Czech-based- Avia, later renaming
as Avia Ashok Leyland Motors s.r.o., to gain entry into the competitive European market. But
prolonged recession in Europe forced to shut down the Czech operations in 2013.

Optare
In 2010 Ashok Leyland acquired a 26% stake in the British bus manufacturerOptare, a company
based on the premises of a former British Leyland subsidiary C.H. Roe. In December 2011
Ashok Leyland increased its stake in Optare to 75.1%.
Technology

Ashok Leyland Railbusmanufactured by Sri Lankan Railway engineers

The history of the company has been punctuated by a number of technological innovations,
which have since become industry norms. It was the first to introduce multi-axled trucks, full air
brakes and a host of innovations like the rear engine and articulated buses in India. In 1997, the
company launched the countrys first CNG bus and in 2002, developed the first Hybrid Electric
Vehicle.

A Rural Mobile health clinic built on Ashok Leyland's e-comet truck

Ashok Leyland was already producing low-emission vehicles. Back in 1980s and 90s, Ashok
Leyland with various Tamil Nadu Transport Corporatiopn, notably Cholan Roadways
Corporation based in Trichripally experimented with low pollutant emission based on the CNG
technology. In 2002 it developed the first hybrid electric vehicle. Ashok Leyland has also
launched a mobile emission clinic that operates on highways and at entry points to New Delhi.
The clinic checks vehicles for emission levels, recommends remedies and offers tips on
maintenance and care. This work will help generate valuable data and garner insight that will
guide further development.
Hythane engines
Ashok Leyland has also developed Hythane engines in association with the Australian company
Eden Energy. Ashok Leyland successfully developed a 6-cylinder, 6-litre (370 cu in) 92 kW
(123 hp) BS-4 engine which uses Hythane (H-CNG,) which is a blend of natural gas and around
20% of hydrogen. Hydrogen helps improve the efficiency of the engine but the CNG aspect
makes sure that emissions are at a controlled level. A 4-cylinder 4-litre (240 cu in) 63 kW (84 hp)
engine is also being developed for H-CNG blend in a joint R&D program with MNRE (Ministry
of New and Renewable Energy) and Indian Oil Corporation.
CNG Engines
The CNG concept is now in full swing, with more than 5,500 of the technologys vehicles
running around Delhi. The company is also already discussing the wide-scale use of Hythane
engines with the Indian government. Hythane engines may be expected in the near future.
Nissan partnership
Ashok Leylands partnership with Nissan is also focusing on vehicle, powertrain, and technology
development listed under three joint ventures. With impressive investment, the joint ventures will
focus on producing trucks with diesel engines that meet Euro 3 and Euro 4 emission standards.

Hybrid Technology
The buses and trucks are set to feature a new electronic shift-by-wire transmission technology as
well as electronic-controlled engine management for greater fuel efficiency. Ashok Leyland
focuses on improving fuel efficiency without affecting automotive power, and the vehicles will
have a 5% improvement on fuel efficiency. Ashok Leyland is also developing electric batteries
and bio-fuel modes.
iBUS

Ashok Leyland's i-Bus on display at Auto-Expo

Ashok Leyland announced iBUS in the beginning of 2008, as part of the future for the country's
increasingly traffic-clogged major cities. Its Rs 60-lakh, iBus, a feature-filled, low-floor concept
bus for the metros revealed during the Auto Expo 2008 in India this low-floored iBus will have
the first of its kind features, including anti-lock braking system, electronic engine management
and passenger infotainment. The executive class has an airline like ambience with wide LCD
screens, reading lights, audio speakers and, for the first time, Internet on the move. A GPS
system enables vehicle tracking and display of dynamic route information on LCD screens,
which can also support infotainment packages including live data and news. The bus will
probably be equipped with an engine from the new Neptune family, which Ashok Leyland also
introduced at this exhibition, which are ready for the BS4/Euro 4 emission regulations and can be
upgraded to Euro 5. The ibus of Ashok leyland have hybrid technology

Quality
In the journey towards global standards of quality, Ashok Leyland reached a major milestone in
1993 when it became the first in India's automobile history to obtain the ISO 9002 certification.
The more comprehensive ISO 9001 certification came in 1994, QS 9000 in 1998 and ISO
14001 certification for all vehicle manufacturing units in 2002. In 2006, Ashok Leyland became
the first automobile company in India to receive the TS16949 Corporate Certification.
Financials

ALCOB Ashok Leyland Corporate Building in Guindy, Chennai

The company has also maintained its profitable track record for 60 years. The annual turnover of
the company was USD 1.7 billion in 2013-14. Selling 89,342 medium and heavy vehicles in
2013-14, Ashok Leyland is India's largest exporter of medium and heavy duty trucks.[citation
needed] It is also one of the largest private sector employers in India - with about 12,000
employees working in 6 factories and offices spread over the length and breadth of India.
In 2013-14, the company posted a very modest profit after tax of Rs. 290million which was made
possible after selling of real estate and other surplus land and related assets. The company has
not declared any dividend for the financial year 2013-14, which is also a first in its 60-year
history.

The company has increased its rated capacity to 105,000 vehicles per annum. Further investment
plans include putting up two new plants - one in Uttarakhand in North India and a bus body
building unit in middle-east Asia are fast afoot. It already has a sizeable presence in African
countries like Nigeria, Ghana, Egypt and South Africa.
Exports
On 11 June 2012, Ashok Leyland supplied 100 Falcon buses to Ghana for $7.6 million (about Rs
420 million).
Hinduja Group flagship company Ashok Leyland has been awarded the first overseas order
worth $6 million for its vestibule buses from Bangladesh Road Transport Corporation (BRTC).
Facilities
Manufacturing Units
India

Ashok Leyland Factory near Ennoreas seen from a train

Ennore, Tamil nadu in North Chennai [estb. 1948] Trucks, Buses, Engines, Axles etc.
Hosur, Tamil nadu in Krishnagiri District [estb. 1980] Two adjacent plants (Hosur-1, Hosur-2,
CPPS) for Trucks, Special Vehicles and Power Units.

Alwar, Rajasthan [estb. 1982] Bus Manufacturing Unit

Bhandara, Maharashtra [estb. 1982] Gearbox Unit
Pantnagar, Uttarakhand [etsb. 2010] 75,000 annual capacity greenfield Unit for new generation
Platforms and Cabs.
Sengadu Village, Kanchipuram District in Tamil Nadu [etsb. 2008] Technical and Production
facility for Ashok Leyland Defence Systems. Another separate technical center for Nissan Ashok
Leyland Vehicles.
Europe
Sherburn-in-Elmet, (North Yorkshire) Great Britain Optare Bus.
Letnany in Prague, Czech Avia plant.
Middle East
Ras Al Khaimah, UAE [estb. 2011] Bus manufacturing facility Joint Venture between Ashok
Leyland and Ras Al Khaimah Investment Authority (RAKIA) in UAE
Technical Centre
Ashok Leyland's Technical Centre, at Vellivoyalchavadi (VVC) in the outskirts of North Chennai
near Minjur, is a state-of-the-art product development facility, that apart from modern test tracks
and component test labs, also houses India's one and only Six Poster testing equipment.
Products

The Current generation Ashok Leyland eComet 912

Ashok Leyland Titan Double Decker bus of BEST, Mumbai

Ashok Leyland City Transit Bus inPune

Ashok Leyland Inter-City Deluxe Bus operated by APSRTC in Andhra Pradesh

Ashok Leyland Tusker Twin Axle Lorry with custom built cabin, a regular sight in Indian
Highways

An 80's built short haul Ashok Leyland lorry in Tamil Nadu, still in operation
Current Buses
City

RESLF
ULE
Janbus
Titan Double Decker
Vestibule bus
Interurban or Moffussil
Viking
Cheetah
Intercity
12M
Luxura
Feeder
Janbus Midi
Stag
Lynx
Tarmac
Avion ULF

Avion RESLF
Avion ULE
Gensets
Goods segment[edit]
Comet 1611
1616 il
1612 H
1613 H
1613 H/2 (12m Goods)
Hippo Tractor 6X4 Diesel
4/51 GS
1613
Taurus 2516/2 (6x4) Tipper
CT 1613 H/1 & H/2
Bison Tipper
1613 ST (4x2)
Taurus HD 2516MT/1 (6x4)

Taurus 2516 - 6X4

2516 H (6X2)
Taurus 2516 - 6 X 2
4018 Tractor
Artik 30.14 Tractor
Tusker Turbo Tractor 3516
Ecomet 912/111i
4921
U-Truck Tippers U-3123 U-2523 U-2518 U-1616 U-1618
U-Truck Tractors U-4923 U-4023 U-3518
1789 Digger
CAPTAIN TIPPERS - CAPTAIN 2523, CAPTAIN 2518, CAPTAIN 2523 MINING
BOSS Haulage Trucks - BOSS 1212 LX with AMT and AC, BOSS 1212 LE, BOSS 1112LE,
BOSS 912LE
Gallery
Truck/Lorry

A Multi-Axle U-Platform Ashok Leyland truck with G90 Cab

Ashok Leyland Comet fueltanker truck in Nepal

A fire truck in India manufactured by Ashok Leyland

Ashok Leyland eComet Truck

Ashok Leyland Truck on its course In Annapurna Pass in Nepal's Himalayas

Ashok Leyland Multi-Axle (G45 Cab) Truck carrying a large load in Indore (front view)

Ashok Leyland Comet (Gen-II), launched in 1977 used by the Tamil Nadu State Highways
Department

Rear view of Ashok Leyland Petrol tanker in India

Back of a petrol tanker,Bhubaneswar

A 2014 Ashok Leyland 3518iL Tractor with G45 Cowl

Bus

An Ashok Leyland Titan near BMC headquartersin SouthMumbai

A Regular APSRTC city bus in Hyderabad

A deluxe Air Suspension City bus in Chennai from Ashok Leyland

CUSTOMER SATISFACTION

Customer satisfaction is the state of mind that customers have about a company when their
expectations have been met or exceeded over the lifetime of the product or service. The
achievement of customer satisfaction leads to company loyalty and product repurchase. There are
some important implications of this definition:
Because customer satisfaction is a subjective, non quantitative state, measurement wont be exact
and will require sampling and statistical analysis.
Customer satisfaction measurement must be undertaken with an understanding of the gap
between customer expectations and attribute performance perceptions.
There is a connection between customer satisfaction measurement and bottom-line results.
Satisfaction itself can refer to a number of different facts of the relationship with a customer.
For example, it can refer to any or all of the following:
Satisfaction with the quality of a particular product or service
Satisfaction with an ongoing business relationship
Satisfaction with the price-performance ratio of a product or service
Satisfaction because a product/service met or exceeded the customers expectations

Customer satisfaction is a term frequently used in marketing. It is a measure of how products

and services supplied by a company meet or surpass customer expectation. Customer satisfaction
is defined as "the number of customers, or percentage of total customers, whose reported

experience

with

firm,

its

products,

or

its

services

(ratings)

exceeds

specified satisfaction goals."[1] In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and monitoring
their businesses
It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics quantify
an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth
marketing, which is both free and highly effective."[1]
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do
this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,

might receive a lower satisfaction rating than a budget moteleven though its facilities and
service would be deemed superior in 'absolute' terms."

PURPOSE

Customer satisfaction provides a leading indicator of consumer purchase intentions and loyalty."
"Customer satisfaction data are among the most frequently collected indicators of market
perceptions. Their principal use is twofold:
1."Within organizations, the collection, analysis and dissemination of these data send a message
about the importance of tending to customers and ensuring that they have a positive experience
with the company's goods and services."[
2."Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firms customers will make
further purchases in the future. Much research has focused on the relationship between customer
satisfaction and retention. Studies indicate that the ramifications of satisfaction are most strongly
realized at the extremes."

MEASUREMENT OF CUSTOMER SATISFACTION

1.Overall Satisfaction Measure (Emotional)

Example question: Overall, how satisfied are you with La Jolla Grove restaurant?
This question reflects the overall opinion of a consumers satisfaction experience with a product
he or she has used.
The single greatest predictors of customer satisfaction are the customer experiences that result in
attributions of quality.
Perceived quality is often measured in one of three contexts:
1. Overall quality
2. Perceived reliability
3. Extent of customers needs fulfilled
It is commonly believed that dissatisfaction is synonymous with purchase regret while
satisfaction is linked to positive ideas such as it was a good choice or I am glad that I bought
it.

2. Loyalty Measurement (Affective, Behavioral)

Example question: Would you recommend La Jolla Grove restaurant to your family and
friends?
This single question measure is the core NPS (Net Promoter Score) measure.
Customer loyalty reflects the likelihood of repurchasing products or services. Customer
satisfaction is a major predictor of repurchase but is strongly influenced by explicit performance
evaluations of product performance, quality, and value.
Loyalty is often measured as a combination of measures including overall satisfaction, likelihood
of repurchase, and likelihood of recommending the brand to a friend.
A common measure of loyalty might be the sum of scores for the following three questions:
Overall, how satisfied are you with [brand]?
How likely are you to continue to choose/repurchase [brand]?
How likely are you to recommend [brand] to a friend or family member?

3. A Series of Attribute Satisfaction Measurements (Affective and Cognitive)

Example question: How satisfied are you with the taste of your entre at La Jolla Grove?
Example question: How important is taste in your decision to select La Jolla Grove
restaurant?
Affect (liking/disliking) is best measured in the context of product attributes or benefits.
Customer satisfaction is influenced by perceived quality of product and service attributes, and is

moderated by expectations of the product or service. The researcher must define and develop
measures for each attribute that is important for customer satisfaction.
Consumer attitudes toward a product develop as a result of product information or any
experience with the product, whether perceived or real.

Again, it may be meaningful to measure attitudes towards a product or service that a consumer
has never used, but it is not meaningful to measure satisfaction when a product or service has not
been used.
Cognition refers to judgment: the product was useful (or not useful); fit the situation (or did not
fit); exceeded the requirements of the problem/situation (or did not exceed); or was an important
part of the product experience (or was unimportant).
Judgments are often specific to the intended use application and use occasion for which the
product is purchased, regardless if that use is correct or incorrect.
Affect and satisfaction are closely related concepts. The distinction is that satisfaction is post
experience and represents the emotional affect produced by the products quality or value.

4.Intentions to Repurchase Measurements (Behavioral Measures)

Example question: Do you intend to return to the La Jolla Grove restaurant in the next 30
days?

When wording questions about future or hypothetical behavior, consumers often indicate that
purchasing this product would be a good choice or I would be glad to purchase this product.
Behavioral measures also reflect the consumers past experience with customer service
representatives.
Satisfaction can influence other post-purchase/post-experience actions like communicating to
others through word of mouth and social networks.
Additional post-experience actions might reflect heightened levels of product involvement that in
turn result in increased search for the product or information, reduced trial of alternative
products, and even changes in preferences for shopping locations and choice behavior.

NEED OF CUSTOMER SATISFACTION

Here are the top six reasons why customer satisfaction is so important:

Its a leading indicator of consumer repurchase intentions and loyalty

Its a point of differentiation
It reduces customer churn
It increases customer lifetime value
It reduces negative word of mouth
Its cheaper to retain customers than acquire new ones

1. Its a leading indicator of consumer repurchase intentions and loyalty

Customer satisfaction is the best indicator of how likely a customer will make a purchase in the
future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they
will become repeat customers or even advocates.

2. Its a point of differentiation

In a competitive marketplace where businesses compete for customers; customer satisfaction is
seen as a key differentiator. Businesses who succeed in these cut-throat environments are the
ones that make customer satisfaction a key element of their business strategy.

3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that price is not the main reason
for customer churn; it is actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall quality
of your customer service.

4.It increases customer lifetime value

A study by InfoQuest found that a totally satisfied customer contributes 2.6 times more
revenue than a somewhat satisfied customer. Furthermore, a totally satisfied customer
contributes 14 times more revenue than a somewhat dissatisfied customer.

5. It reduces negative word of mouth

McKinsey found that an unhappy customer tells between 9-15 people about their experience. In
fact, 13% of unhappy customers tell over 20 people about their experience.
Thats a lot of negative word of mouth.
6. Its cheaper to retain customers than acquire new ones
This is probably the most publicized customer satisfaction statistic out there. It costs six to seven
times more to acquire new customers than it does to retain existing customer

STRATEGIES TO INCREASE CUSTOMER SATISFACTION

1. Treat your customers like they are your boss

2. Focus on measuring customer satisfaction
3. Build customer loyalty to increase customer satisfaction
4. Avoid making these customer retention mistakes: Here are three common customer retention
mistakes that are killing your customer satisfaction:

You are ignoring customer feedback

You are taking customer feedback to personally
You are using long, boring customer
feedback surveys
Set customer expectations early

6. Learn how to survey your customers the right way

7. Email is the best channel to increase customer satisfaction
8.Tap into social media to track and monitor customer satisfaction so you can keep your
customers happy
9.Increase customer satisfaction by focusing on the customer experience

METHOD TO MEASURE THE CUSTOMER SATISFACTION

METHOD

DIRECT
METHOD

INDIRECT
METHOD

Direct Methods:
Directly contacting customers and getting their valuable feedback is very important. Following
are some of the ways by which customers could be directly tabbed:
1. Getting customer feedback through third party agencies.
Direct marketing, in-house call centers, complaint handling department could be treated as first
point of contact for getting customer feedback. These feedbacks are compiled to analyze
customers perception.
2. Getting customer feedback through face to face conversation or meeting.
Feedback through complaint or appreciation letter.

Direct customer feedback through surveys and questionnaires

Apart from the above methods there is another very popular direct method which is surprise
market visit. By this, information regarding different segment of products and services provided
to the customers could be obtained in an efficient manner. It becomes easy for the supplier to
know the weak and strong aspects of products and services.

Indirect Method:
The major drawback of direct methods is that it turns out to be very costly and requires a lot of
pre compiled preparations to implement. For getting the valuable feedbacks the supplier totally
depends on the customer due to which they looses options and chances to take corrective
measure at correct time. Hence there are other following indirect methods of getting feedback
regarding customer satisfaction:

Customer Complaints: Customers complaints are the issues and problems reported by the
customer to supplier with regards to any specific product or related service. These complaints
can be classified under different segments according to the severity and department. If the
complaints under a particular segment go high in a specific period of time then the performance
of the organization is degrading in that specific area or segment. But if the complaints diminish
in a specific period of time then that means the organization is performing well and customer
satisfaction level is also higher.

Customer Loyalty: It is necessarily required for an organization to interact and communicate

with customers on a regular basis to increase customer loyalty. In these interactions and
communications it is required to learn and determine all individual customer needs and respond
accordingly. A customer is said to be loyal if he revisits supplier on regular basis for purchases.
These loyal customers are the satisfied ones and hence they are bounded with a relationship with
the supplier. Hence by obtaining the customer loyalty index, suppliers can indirectly measure
customer satisfaction.

FACTOR THAT AFFECT CUSTOMER SATISFACTION

Customer satisfaction is the overall impression of customer about the supplier and the products
and services delivered by the supplier.
Following are the important factors that could affect customer satisfaction:

Department wise capability of the supplier.

Technological and engineering or re-engineering aspects of products and services.
Type and quality of response provided by the supplier.
Suppliers capability to commit on deadlines and how efficiently they are met.
Customer service provided by the supplier.
Complaint management.
Cost, quality, performance and efficiency of the product.
Suppliers personal facets like etiquettes and friendliness.
Suppliers ability to manage whole customer life cycle.
Compatible and hassle free functions and operations.

RESEARCH METHODOLOGY

TYPES OF RESEARCH

Exploratory Research
Exploratory research is defined as the initial research into a hypothetical or theoretical idea. This
is where a researcher has an idea or has observed something and seeks to understand more about
it. An exploratory research project is an attempt to lay the groundwork that will lead to future
studies, or to determine if what is being observed might be explained by a currently existing
theory. Most often, exploratory research lays the initial groundwork for future research.
I used Exploratory Research which was flexible and was aimed at identifying all the attributes
and provides satisfaction to customer before and after buying a vehicle

Descriptive Research
Once the groundwork is established, the newly explored field needs more information. The next
step is descriptive research, defined as attempts to explore and explain while providing additional
information about a topic. This is where research is trying to describe what is happening in more
detail, filling in the missing parts and expanding our understanding. This is also where as much
information is collected as possible instead of making guesses or elaborate models to predict the
future - the 'what' and 'how,' rather than the 'why.'
The purpose was to find out an accurate snapshot of the market environment of automobiles
RESEARCH DESIGN

The research design of this project is exploratory. Though each research study has its own
specific purpose but the research design of this project on ASHOK LAYLANDis exploratory in
nature as the objective is the development of the hypothesis rather than their testing. The
research designs methods of financial analysis.
A typical research design of a company basically tries to resolve the following issues:
a) Determining Data Collection Design
b) Determining Data Methods
c) Determining Data Sources
d) Determining Primary Data Collection Methods e) Developing Questionnaires
e) Determining Sampling Plan

Research design of the present study is exploratory cum descriptive and partially casual in
nature, as the study aims at achieving insights into a relatively new phenomenon of A Study of
Customer Satisfaction with reference to Ashok LaylandPassenger division..
As the research is aimed at to find out the consumers satisfaction level towards Ashok
Laylandpassenger division, so only those were selected who were having selected Tata cars and
using them

RESEARCH OBJECTIVE

This project is aimed at:

 To study the customer satisfaction level of Tata motor passenger vehicles.

To find out the most crucial factor for Customer satisfaction of Tata Motor
Passengervehicles.
To find out the customer loyalty and competitive position of Ashok Laylandwith other
brand

SAMPLING PLAN:
Sample Size = 100 Customers
Sample Area = ASHOK LAYLANDlucknow Utter Pradesh
Duration = 3 weeks

DATA COLLECTION PROCEDURE IN MY STUDY

PILOT STUDY: After constructing the questionnaire i conducted the pilot study .
QUESTIONNAIRE:

List

of

a research or survey questions asked to respondents,

specific information. It serves four basic purposes:

(1) collect the appropriate data,
(2) make data comparable and amenable to analysis,
(3) minimize bias in formulating and asking question, and
(4) to make questions engaging and varied.

DATA COLLECTION TECHNIQUE

a) Primary Data Collection:

Pilot Study
Questionnaires
Self administered questionnaire
Interview administered questionnaires
Open ended interviews

b) Secondary Data Collection:

Internet
Magazines
Journals
Books
Newspapaer Articles
Publicized Article

and designed to

extract

SAMPLING:

A shortcut method for investigating a whole population

Data is gathered on a small part of the whole parent population or sampling frame, and
used to inform what the whole picture is like

Sampling techniques
Three main types of sampling strategy:

Random
Systematic
Stratified

I have selected simple random sampling in my project.

Random sampling

Least biased of all sampling techniques, there is no subjectivity - each member of the

total population has an equal chance of being selected

Can be obtained using random number tables
Microsoft Excel has a function to produce random number

The function is simply:

RAN ()

SAMPLE SIZE

The sample size is typically denoted by n and it is always a positive integer. No exact sample
size can be mentioned here and it can vary in different research settings. However, all else being
equal, large sized sample leads to increased precision in estimates of various properties of the
population.
The important question that should be answered in all sample surveys is "How many participants
should be chosen for a survey"? However, the answer cannot be given without considering the
objectives and circumstances of investigations.

I have taken 100 people in my sample size as the sample size should be neither so small nor so
large.

ANALYTICAL TOOLS USED

The term analysis refers to the computation of certain measures along with searching for pattern
of relationship that exists among data group. Analysis is essential for a scientific study and for
ensuring that we have all relevant data for making contemplated comparison. Therefore , I have
used Tabulation, Graphs &charts in my project

DATA ANALYSIS

1. What is the main reason which initiated you to buy a car?

Options:
A) low price
B) Good Mileage
C) Good Feature
D) All of Above

45
40
35
30
25
Column2

20
15
10
5
0
LOW PRICE

GGOD MILEAGE GOOD FEATURE

ALL OF ABOVE

2. Why do you think the Ashok Laylandcar is best choice for you after using it?
Options:
A)Price
B) Quality
C) Mileage
D) Comfort

80
70
60
50
40

Column2

30
20
10
0
PRICE

QUALITY

MILEAGE

COMFORT

3. What type of problem you have faced while driving TATA Cars?
Options:
A.
B.
C.
D.
E.

Technical
Engine
Low Seating Space
All of above
No Problem

90
80
70
60
50
40
30
20
10
0

4. Do you like all the features offered in the TATA cars?

Options:
A. Yes
B. No
C. Cant Say

Column1

80
70
60
50
40

Column2

30
20
10
0
YES

NO

CANT SAY

5. Is ASHOK LAYLANDsuccessful in fulfilling the need of its low economy customers by

NANO?
Options:
A. Yes
B. No
C. Cant Say

Sales

YES
NO
CANT SAY

6. After using the NANO car what was your review on it?
Option
A. Excellent
B. Good
C. Bad

60
50
40
Column2

30
20
10
0
EXCELLENT

GOOD

7. Do you wish to promote the TATA cars to others?

Options
A. Yes
B. No

BAD

70
60
50
40
Column2

30
20
10
0
YES

8.Is the TATA cars comfortable for you and your family?

Options
A. Yes
B. No

NO

60
50
40
30

Column2

20
10
0
YES

NO

9.What is the actual making source that initiated you to buy a TATA cars.
Options
A. Advertisement
B. Marketing staff
C. All of above

50
45
40
35
30
25
20

30

15
10
5
0
MARKETING STAFF

10 Do you any people currently own a TATA car?

Options
A. Yes
B. No

ALL OF ABOVE

70
60
50
40
30
20
10
0
YES

NO

LIMITATION

Limitation of customer satisfaction survey

Too many surveys, so little time: Your customers are bombarded with online surveys. Surveys
may be simple to complete, however, some people simply dont like to complete them. Sending
surveys too often can irritate customers and lead to customer burnout. Customer burnout can
result in low response rates or result in lower satisfaction scores, despite your reputation for
providing excellent products or services.

Privacy Issues: We live in a high-tech environment filled with daily doses of unwanted junk
email, email solicitations, and sales calls. When taking an online survey or a phone survey (or
any type of survey), it is hard for your customers to believe that they arent being tracked.
Because of insecurities of releasing private information, customers today are hesitant in giving
out information that may lead to more junk email and unwanted calls. Make certain to assure
customers that the information they provide in response to your customer satisfaction surveys
will not be used. Without this disclaimer, it may be difficult to receive a good response rate.

SUGGESTION AND
CONCLUSION

In today's online world, customer satisfaction and experience is more important that ever before.
We trade in a market that allows consumers to easily shop around, plus, social media and online
forums enable opinions to be shared and heard instantly. Our challenge is to ensure these are the
opinions of satisfied and loyal customers. What are customers saying about you and what do they
think? Are prices too high? Service too slow? Online surveys are the quickest way to find out
and get the feedback you need to keep them happy.
Conducting customer satisfaction surveys demonstrates that you care about your customers.
Strengthen your relationship and build loyalty with them by asking what they like, dislike, and
where there is room for improvement. Even involve customers when developing new products so
issues can be identified before they even occur. When you act on their suggestions be sure to
share the credit!
Internal company strategies and employee development can also be shaped by customer surveys.
Use feedback gathered from customers to define short term and long term goals for your

company or brand. Gauge what your clients' need with customer service surveys so you can
empower your employees to meet customer-focussed goals. For example, if clients need quicker
email responses, assess the resources in your customer service department, train weaker team
members and set response rate targets.

BIBLIOGRAPHY

BOOKS:

CUSTOMER SATISFACTION :

RESEARCH METHODOLOGY:

Dr. Jayasmita Rath

Dr. Deepak Chawla

Annual Report of Organization

Internal Records of Organization
Journals
Magazines
Internet

WEBSITES- www.tatamotors.co.in

QUESTIONNAIRE (CUSTOMER SATISFACTION AT TATA MOTORS)

Name..
Designation
Department

Q-1) 1. What is the main reason which initiated you to buy a car?
Options:
A) low price
B) Good Mileage
C) Good Feature
D) All of Above

Q-2) Why do you think the Ashok Laylandcar is best choice for you after using it?

Options:
A)Price
B) Quality
C) Mileage
D) Comfort

Q-3) What type of problem you have faced while driving TATA Cars?
Options:
A.
B.
C.
D.
E.

Technical
Engine
Low Seating Space
All of above
No Problem

Q-4) Do you like all the features offerd in the TATA cars?
Options:
A. Yes
B. No
C. Cant Say
D.

Q-5) Is ASHOK LAYLAND successful in fulfilling the need of its low economy customers
by NANO?
Options:
A. Yes
B. No
C. Cant SaY
D.

Q-6)After using the NANO car what was your review on it?
Option
A. Excellent
B. Good
C. Bad

Q-7)Do you wish to promote the TATA cars to others?

Options
A. Yes
B. No

Q-8) Is the TATA cars comfortable for you and your family?

Options
o Yes
o No

Q-9) What is the actual makeing source that initiated you to buy a TATA cars.
Options

Advertisement

Marketing staff

All of above

Q-10)10 Do you any people currently own a TATA car?

Options

YES

NO