Professional Documents
Culture Documents
Automobile Industry:
Industry that produces automobiles and other gasoline-powered vehicles, such as
buses, trucks, and motorcycles. The automobile industry is one of the most important
industries in the world, affecting not only the economy but also the cultures of the world.
It provides jobs for millions of people, generates billions of dollars in worldwide revenues,
and provides the basis for a multitude of related service and support industries.
Automobiles revolutionized transportation in the 20th century, changing forever the way
people live, travel, and do business.
The automobile has enabled people to travel and transport goods farther and faster, and
has opened wider market areas for business and commerce. The auto industry has also
reduced the overall cost of transportation by using methods such as mass production
(making several products at once, rather than one at a time), mass marketing (selling
products nationally rather than locally), and globalization of production (assembling
products with parts made worldwide). From 1886 to 1898, about 300 automobiles were
built, but there was no real established industry. A century later, with automakers and auto
buyers expanding globally, auto making became the world's largest manufacturing activity,
with nearly 58 million new vehicles built each year worldwide.
Because of easier and faster transportation, the United States and world economies have
become dependent on the mobility that automobiles, trucks, and buses provide. This
mobility allowed remote populations to interact with one another, which increased
commerce. The transportation of goods to consumers and consumers to goods has become
an industry in itself. The automobile has also brought related problems, such as air
pollution, the emission of greenhouse gases that contribute to global warming, congested
traffic, and highway fatalities. Nevertheless, the automobile industry continues to be an
important source of employment and transportation for millions of people worldwide.
Automobile India:
The history of the automobile industry in India actually began about 4,000 years
ago when the first wheel was used for transportation. In the early 15th century, the
Portuguese arrived in China and the interaction of the two cultures led to a variety of new
technologies, including the creation of a wheel that turned under its own power. By the
1600s, small steam-powered engine models were developed, but it was another century
before a full-sized engine-powered automobile was created.
The dream a carriage that moved on its own was realized only in the 18th century when
the first car rolled on the streets. Steam, petroleum gas, electricity and petrol started to be
used in these cars.
The automobile, as it progressed, was a product of many hands, of revolutionary concepts,
and of simple, almost unnoticed upgrading. India's transport network is developing at a
fast pace and the automobile industry is growing too. The automobile industry also
provides employment to a large section of the population. Thus the role of automobile
industry cannot be overlooked in Indian Economy. All kinds of vehicles are produced by
the automobile industry. It includes the manufacture of trucks, buses, passenger cars,
defense vehicles, two-wheelers, etc. The industry can be broadly divided into the car
manufacturing, two-wheeler manufacturing and heavy vehicle-manufacturing units.
The major car manufacturers in India are Tata Motors, Hindustan Motors, Maruti Udyog,
Fiat India Private Ltd., Ford India Ltd., General Motors India Pvt. Ltd., Honda Siel Cars
India Ltd., Hyundai Motors India Ltd., Skoda India Private Ltd., Toyota Kirloskar Motor
Ltd., to name just a few.
To know the factors influencing on after sales service of the TATA Motors in
AUTOFIN LIMITED
To know whether the dealer renders after sales service, how fat the consumer is
satisfied with it.
RESEARCH METHODOLOGY
Research is the plan structure & strategy for investigation conceived to answer to
research question & control variance. It is the overall operation pattern to framework of
project that stipulated the information to be collected from which sources by word
procedure. What are the two possible sources of data for securing in the above mentioned
information in the primary & secondary data?
Research design: the study undertaken to access the after sales service of TATA
owners in Hyderabad and R.R.Dist.
Research procedure: the questionnaire designed for the study in the structured &
disguised in nature. It consists of multiple choice & short questions.
Data: information required for the project is mainly primary data. The information was
collected by survey method. With the help of questionnaire by meting various car owners
(TATA).
Secondary data is collected form the company journals, magazines, broachers & websites.
Sample design: the sampling unit was confined to end consumers of the product i.e.
TATA car owners to know there satisfaction level regarding performance of car
performance of car and service.
Sample universe: the survey was done in Hyderabad and R.R.D.ist only according to
my convenience. It is not giving the complete picture of Andhra Pradesh (or) India.
Sample frame/unit: professionals, business people, employees etc, who are using TATA
Cars.
Analytical Method: simple percentage method is used for the analysis purpose.
Period of study: study is during the month of March & April 2011.
Data collection
The information is collected through questionnaires and personal interviews. And the
information of customers is known by companys service sheet and the free service sheet.
A Direct structure questionnaire has been asked to all the respondents in the sample
followed by direct personal interviews.
Duration of day: 45 days.
Descriptive Studies:
In descriptive studies, when the researcher is interested in knowing the characteristics of
certain groups such as age. Sex, educational level occupation of income, a descriptive
study is necessary. Descriptive studies are well structured. It is therefore, necessary that
the researcher gives sufficient thought to framing research questions and deciding the
types of data to he collected and the procedure to be used for this purpose-The objective of
such a study is to answer the who, what and how of the subject under investigation.
SOURCES OF DATA:
A classification of data is very important procedure in this concept. The collected data can
be classified into two types.
1. Primary data
The primary data is very important source for to make suggestions to the title
obtained. This data can be collected in various methods like survey, interviewing,
feedback, i.e. Group Discussion etc., for collection of primary data the survey method is
used, which involved predetermined questions. The structured questionnaire contained a
form list of question framed so as to get the facts. But it involves high risk and huge
expensive method to get the facts.
2. Secondary Data
Collection of secondary data is very easy compared with primary data. But this
data is also very important for the growth of an organization, to predict the future and will
help to make the future plan regarding sales and improve the measures of sales. This data
can be collected form the magazines. Annual reports of the organization and other
published data.
Sample procedure
The sample size consists of 100 consumers. The sample consists of Businessman,
Doctors, Engineers, Officers and Contractors etc.
The survey was conducted in the form of an interview among randomly chosen
sample of 100 consumers of TATA customers Sample size form the dealer randomly.
REVIEW OF LITERATURE
Definition of Customer Satisfaction
Kotler (1997) defines customer satisfaction as follows:
Satisfaction is a person's feelings of pleasure or disappointment resulting from comparing
a Products perceived performance (or outcome) in relation to his or her expectations.
Brown (1992) defines customer satisfaction as:
The state in which customer needs, wants and expectations throughout the product or
service's life are met or exceeded resulting in repeat purchase, loyalty and favorable
worth-of mouth.
According to Jones and Sasser (1995), four basic elements affect customer satisfaction.
They are the basic elements of the product or service, basic support services, a recovery
process for counteracting bad experiences, and extraordinary service. There are many
definitions of the key elements of the services, but this one is considered appropriate in the
context of care or after sales services.
Satisfaction is a function of perceived performance and expectation. If the performance
matches the expectations, the customer is satisfied. If the performance exceeds the
expectation, the customer is highly satisfied and delighted. If the performance does not
match the expectations, the customer is dissatisfied. Satisfaction is a persons feelings of
pleasure of disappointment resulting for comparing a products perceived performance
(out-come) in relation t his/her expectation.
The link between customer satisfaction and customer loyalty is proportional. Suppose
customer satisfaction is rated on a scale from 1 5. At a very low levels of customer
satisfaction.
LEVEL5
LEVEL 2-4
LEVEL 1
The key to generating high customer loyalty is to deliver high customer value. A
companys value proposition is much more than its positioning on a single attribute. Most
of the successful companies are raising expectations and delivering performances to
match. These companies are aiming for TCS Total Customer Satisfaction. Customer
satisfaction is both a goal and a marketing tool. Companies that achieve high customer
satisfaction ratings make sure that their target market is known.
After sales support management system is apart of ERP Enterprise Resource
Planning solution dealing with the support module after the sales of product. It creates an
advanced environment to the organization, which are in to technical support after sales e.g.
Companies offering electronic goods and motor vehicles etc.
Online support:
The service is done online also. The client may visit the website to obtain basic
support information about the product and FAQ. He can chat with the service engineer on
phone or online.
Report:
The report reflects the current status of the system. The reports that can be generated are as
follows:
Customer request report status of the system. The reports that can be requests.
Service engineer report provides the information about the skills and strengths of
the support team.
Job scheduling report states the allotment of engineers to jobs.
Spares report discloses the availability of all the shapes in the system.
Receipts and payments report gives information about the cash flow in the system.
Bills generation.
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12
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COMPANY PROFILE
Tata Motors Limited is India's largest automobile company, with
revenues of Rs. 32,426 crores (USD 7.2 billion) in 2010-11. It is the leader by far in
commercial vehicles in each segment, and the second largest in the passenger vehicles
market with winning products in the compact, midsize car and utility vehicle segments.
The company is the world's fifth largest medium and heavy commercial vehicle
manufacturer, and the world's second largest medium and heavy bus manufacturer.
The company's 22,000 employees are guided by the vision to be "best in the
manner in which we operate, best in the products we deliver, and best in our value system
and ethics." Tata Motors helps its employees realize their potential through innovative HR
practices. The company's goal is to empower and provide employees with dynamic career
paths in congruence with corporate objectives. All-round potential development and
performance improvement is ensured by regular in-house and external training. The
company has won several awards recognizing its training programmes.
Established in 1945, Tata Motors' presence indeed cuts across the length and
breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out
in 1954. The company's manufacturing base is spread across India - Jamshedpur
(Jharkhand) in the east, Pune (Maharashtra) in the west, and in the north in Lucknow
(Uttar Pradesh) and Pantnagar (Uttarakhand). A new plant is being set up in Singur (close
to Kolkata in West Bengal) to manufacture the company's small car. The nation-wide
dealership, sales, services and spare parts network comprises over 2,000 touch points. The
company also has a strong auto finance operation, TML Financial Services Limited,
supporting customers to purchase Tata Motors vehicles.
Tata Motors, the first company from India's engineering sector to be listed in the
New York Stock Exchange (September 2005), has also emerged as an international
automobile company. In 2005, it acquired the Daewoo Commercial Vehicles Company,
Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles
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Company has launched several new products in the Korean market, while also exporting
these products to several international markets. Today two-thirds of heavy commercial
Vehicle exports out of South Korea are from Tata Daewoo. In 2006, Tata Motors acquired
a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an
option to acquire the remaining stake as well. Hispano's presence is being expanded in
other markets. In 2007, it formed a joint venture with the Brazil-based Marcopolo, a global
leader in body-building for buses and coaches to manufacture fully-built buses and
coaches for India and select international markets. Tata Motors also entered into a joint
venture in 2007 with Thonburi Automotive Assembly Plant Company of Thailand to
manufacture and market the company's pickup vehicles in Thailand. In 2007, Tata Motors
and Fiat Auto formed an industrial joint venture at Ranjangaon (near Pune in Maharashtra,
India) to produce both Fiat and Tata cars and Fiat powertrains for the Indian and overseas
markets; Tata Motors already distributes and markets Fiat branded cars in India. In 2008,
Tata Motors and Fiat Auto entered into an agreement for a Tata license to build a pick-up
vehicle bearing the Fiat nameplate at Fiat Group Automobiles' Plant at Crdoba,
Argentina. The pick-up will be sold in South and Central America and select European
markets.
These linkages will further extend Tata Motors' international footprint, established through
exports since 1961. While currently about 18% of its revenues are from international
business, the company's objective is to expand its international business, both through
organic and inorganic growth routes. The company's commercial and passenger vehicles
are already being marketed in several countries in Europe, Africa, the Middle East,
Australia, South East Asia and South Asia. It has assembly operations in Malaysia, Kenya,
Bangladesh, Ukraine, Russia and Senegal.
The foundation of the companys growth is a deep understanding of economic stimuli and
customer needs, and the ability to translate them into customer-desired offerings through
leading edge R&D. The R&D establishment includes a team of 1400 scientists and
engineers. The company's Engineering Research Centre was established in 1966, and has
facilities in Pune, Jamshedpur and Lucknow. The ERC has enabled pioneering
technologies and products. It was Tata Motors, which developed the first indigenously
developed Light Commercial Vehicle, India's first Sports Utility Vehicle and, in 1998, the
Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata
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Indica became India's largest selling car in its segment. The ERC in Pune, among whose
facilities are India's only certified crash-test facility and hemi-anechoic chamber for
testing of noise and vibration, has received several awards from the Government of India.
Some of the more prominent amongst them are the National Award for Research and
Development Efforts in Industry in the Mechanical Engineering Industries sector in 1999,
the National Award for Successful Commercialization of Indigenous Technology by an
Industrial Concern in 2000, and the CSIR Diamond Jubilee Technology Award in 2005.
The company set up the Tata Motors European Technical Centre (TMETC) in 2006 in the
UK. TMETC is engaged in design engineering and development of products, supporting
Tata Motors' skill sets. Tata Daewoo Commercial Vehicle Company and Hispano
Carrocera also have R&D establishments at Gunsan in South Korea and Zaragoza in
Spain.
The pace of new product development has quickened through an organization-wide
structured New Product Introduction (NPI) process. The process with its formal structure
for introducing new vehicles in the market, brings in greater discipline in project
execution. The NPI process helped Tata Motors create a new segment, in 2006, by
launching the Tata Ace, Indias first indigenously developed mini-truck. The years to come
will see the introduction of several other innovative vehicles, all rooted in emerging
customer needs. Besides product development, R&D is also focusing on environmentfriendly technologies in emissions and alternative fuels.
Through its subsidiaries, the company is engaged in engineering and automotive solutions,
construction equipment manufacturing, automotive vehicle components manufacturing
and supply chain activities, machine tools and factory automation solutions, high-precision
tooling and plastic and electronic components for automotive and computer applications,
and automotive retailing and service operations.
True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to
Corporate Social Responsibility. It is a signatory to the United Nations Global Compact,
and is engaged in community and social initiatives on labor and environment standards in
compliance with the principles of the Global Compact. In accordance with this, it plays an
active role in community development, serving rural communities adjacent
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to its manufacturing locations. With the foundation of its rich heritage, Tata Motors today
is etching a refulgent future.
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Green Matters:
Tata Motors, a Company that cares about the future... True to the tradition of the
Tata Group, Tata Motors is committed in letter and spirit to Corporate Social
Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in
community and social initiatives on labour and environment standards in compliance with
the principles of the Global Compact. In accordance with this, it plays an active role in
community development, serving rural communities around its manufacturing locations.
Tata Motors believes in technology for tomorrow. Our products stand testimony to this.
Our annual expenditure on R&D is approximately 2% of our turnover. We have also set up
two in-house Engineering Research Centers that house India's only Certified Crash Test
Facility. We ensure that our products are environmentally sound in a variety of ways.
These include reducing hazardous materials in vehicle components, developing extended
life lubricants, fluids and using ozone-friendly refrigerants. Tata Motors has been making
conscious effort in the implementation of several environmentally sensitive technologies
in manufacturing processes. The Company uses some of the world's most advanced
equipment for emission check and control.
Tata
Motors
concern
is
manifested
by
dual
approach-
Reducing
Pollution:
Tata Motors has been at the forefront of the Indian automobile industry's antipollution efforts by introducing cleaner engines. It is the first Indian Company to introduce
vehicles with Euro norms well ahead of the mandated dates. Tata Motors joint venture
with Cummins Engine Company, USA, in 1992, was a pioneering effort to introduce
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emission control technology for India. Over the years, Tata Motors has also made
investments in setting up of an advanced emission-testing laboratory.
With the intention of protecting the environment, Tata Motors has upgraded the
performance of its entire range of four and six cylinder engines to meet international
emission standards. This has been accomplished with the help of world-renowned engine
consultants like Ricardo and AVL. These engines are used in Tata Motors vehicles in the
Indian market, as well as in over 70 export markets.
Tata Motors is constantly working towards developing alternative fuel engine
technologies. It has manufactured CNG version of buses and followed it up with a CNG
version of its passenger car, the Indica.
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In the Automotive sector, the European End of Life Vehicle (ELV) Directive,
points responsibility for this issue to vehicle manufacturers, and the scrap car recovery
industry. Similar regulations are being introduced in Japan and Korea.
Naturally, Tata Motors has already met the 'producer responsibility' aspects of
the ELV Directive, such as compliance to Heavy metals and other hazardous substance
restrictions. Also, material code marking of plastic parts has been introduced to aid
achievement of demanding European recycling targets.
Central to this European regulation is for manufacturers to provide free takeback networks for environmentally sound treatment of Elves. Last owner contacts for
access
to
Tata
Motors
subscribed
take-back
schemes
can
be
found
in:
www.tatamotors.com/takeback.php
Only specially authorized vehicle dismantler and shredder operators are
allowed to treat ELVs in Europe, and they have access to Tata Motors ELV treatment in
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COMMUNITYDEVELOPMENT:
The Company's Community Service Division works through various societies to
improve the conditions of neighboring villages - encouraging economic independence
through self-initiated cottage industries and contributing to community and social forestry,
road construction, rural health, education, water supply and family planning.
Tata Motors has been making numerous well-planned efforts in the area of rural
development, with specific focus on the following:
Mobile health service staff provides preventive and curative health services
under the "Health for All" programme. They train village health workers in conducting the
same. Safe drinking water facilities are provided to ensure health of the villagers.
Employment Generation
Tata Motors encourages self-sufficiency with the aim to improving the
confidence, morale and lives of its employees and their dependents. The Company has
worked on some novel ideas around its townships. Employees' relatives at Pune have been
encouraged to form various industrial co-operatives engaged in activities such as recycling of scrap wood into crates and furniture, welding, steel scrap baling, battery cable
assembly etc. The Tata Motors Grihini Social Welfare Society caters to employees' women
dependents'. The women folk make a variety of products, ranging from pickles and
uniforms to electrical cable harnesses etc.
Community
Centers:
These centers are situated in various parts of Jamshedpur, Pune and some of their
neighboring towns. The centers regularly organize various programmers & neighboring
populations are encouraged to participate in these activities.
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Service Packages - Gold club member ship, Annual Maintenance contract, Annual
Scheduled Service contract, Vehicle Health checkup plan, etc.
Availability of Value for Money Reconditioned aggregates like engines, power steering,
AC compressors (Reconditioned by OEMs)
workshops
Dear Customer
As a valued Tata Motors' Customer, you are entitled to get following support from this
workshop:
Quality servicing / repairs of your car!
Free repair of the complaint that reappears within 3000 kms or 1 month (whichever
is earlier) after being attended at this set-up.
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If you are not satisfied with the washing quality of your car, we will clean it again
to your satisfaction!
On-time delivery!
If you do not get your car back on the promised day*; we will waive off 10% on
the labor bill of your car!
*In case of increase in job content / parts not available. Service Advisor will intimate
you the revised delivery date & time in advance
This workshop wills contact you on the 4th day after the delivery of the vehicle, to
ensure your satisfaction with the service. Hence, we request you to provide us your
latest phone number.
RECOMMENDED PRODUCT
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If you do not get the above services, please let us know through the
"Customer's Voice" form kept near the drop box. It has been our objective and our
Endeavour to introduce high quality lubricants and coolants time and again for the benefit
of esteemed customers like you. These quality lubricants are of superior quality and are
rigorously tested at our Engineering Research Centre, Pune. Use of the same in your
vehicles ensures superior engine and other aggregate performance and enhances its life.
We have tied up with M/s Castrol India Ltd, M/s Hindustan Petroleum Ltd,
M/s Exxon Mobil Lubricants Pvt Ltd & M/s SCCI India Pvt Ltd for supply of these
lubricants and Coolants in the Dealer / Tata Authorized Service Centre workshops.
Our Partners in this Endeavour
ORGANIZATION PROFILE
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Auto fin limited is today among the top 10 TATA dealers in customer satisfaction and
service.
HISTORY
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It has been a long and accelerated journey for Tata Motors, India's leading
automobile manufacturer. Some significant milestones in the company's journey towards
excellence and leadership.
1945 to 1950
Tata Engineering and Locomotive Co. Ltd. was established to manufacture
locomotives and other engineering products.
Steam road roller introduced in collaboration with Marshall Sons (UK).
1951 to 1960
Collaboration with Daimler Benz AG, West Germany, for manufacture of
medium commercial vehicles. The first vehicle rolled out within 6 months of
the contract.
Research and Development Centre set up at Jamshedpur.
1961 to 1970
Exports begin with the first truck being shipped to Ceylon, now Sri Lanka.
Setting up of the Engineering Research Centre at Pune to provide impetus to
automobile Research and Development.
1971 to 1980
Introduction of DI engines.
First commercial vehicle manufactured in Pune.
1981 to 1990
Manufacture of Heavy Commercial Vehicle commences.
First hydraulic excavator produced with Hitachi collaboration.
Production of first light commercial vehicle, Tata 407, indigenously designed,
followed by Tata 608.
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1991 to 2000
Joint venture agreement signed with Cummins Engine Co. Inc. for the
manufacture of high horsepower and emission friendly diesel engines.
Joint
venture
agreement
signed
with
M/s
Daimler
Benz
Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing
turbochargers to be used on Cummins engines.
115,000 bookings for Indica registered against full payment within a week.
Indica with Bharat Stage 2 (Euro II) compliant diesel engine launched.
Indica 2000 (Euro II) with multi point fuel injection petrol engine launched.
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2001 to 2006
The Tata Indigo Station Wagon unveiled at the Geneva Motor Show.
Tata Motors and Daewoo Commercial Vehicle Co. Ltd. sign investment agreement
Tata Daewoo Commercial Vehicle Co. Ltd. (TDCV) launches the heavy duty truck
'NOVUS' , in Korea
2007
Tata Motors acquires 21% stake in Hispano Carrocera SA, Spanish bus
manufacturing Company
Tata TL 4X4, India's first Sports Utility Truck (SUT) is launched Launch of Tata
Novus
Daewoo Commercial
2008
Tata Motors unveils new long wheel base premium Indigo & X-over concept at
Auto Expo 2008
Tata Motors and Marco polo, Brazil, announce joint venture to manufacture fully
built buses & coaches for India & markets abroad
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Tata Motors first plant for small car to come up in West Bengal
Tata Motors extends CNG options on its hatchback and estate range
Tata Motors and Fiat Group announce three additional cooperation agreements
2009
Tata Motors launches the long wheel base Indigo XL, India's first stretch limousine
Common rail diesel (DICOR) engine extended to Indigo sedan and estate range
Tata Motors and Thonburi Automotive Assembly Plant Co. (Thonburi), announce
formation of a joint venture company in Thailand to manufacture, assemble and
market pickup trucks.
Launch of a new Upgraded range of its entry level utility vehicle offering, the Tata
Spacio.
Fiat Group and Tata Motors announce establishment of Joint Venture in India
Launch of the Sumo Victa Turbo DI, the new upgraded range of its entry-level
utility vehicle, the Sumo Spacio
Tata Motors launches Indica V2 Turbo with dual airbags and ABS
Launch of new Safari DICOR 2.2 VTT range, powered by a new 2.2 L Direct
Injection Common Rail (DICOR) engine.
Rollout of the one millionth passenger car off the Indica platform..
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2010
Launch of the new Sumo -- Sumo Grande, which combines the looks of an SUV
with the comforts of a family car.
Tata Motors unveils its People's Car, Nano, at the ninth Auto Expo.
Tata Motors signs definitive agreement with Ford Motor Company to purchase
Jaguar and Land Rover.
Tata Motors is Official Vehicle Provider to Youth Baton Relay for The III
Commonwealth Youth Games Pune 2010.
Tata Motors launches passenger cars and the new pick-up in D.R. Congo.
2011
Launch of premium luxury vehicles - Jaguar XF, XFR and XKR and Land Rover
Discovery 3, Range Rover Sport and Range Rover from Jaguar and Land Rover in
India.
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FEATURES
Mission, vision and values
Tata Motors constantly looks for ways to offer the customer the best value for
money. Beginning with a single truck model way back in the 1950s, today we have over
150 models and variants of vehicles, designed to transport goods and passengers. Our
commercial vehicles can haul loads ranging from 2 tonnes to 40 tonnes. Likewise we have
mini buses that can seat 12 people and buses that can accommodate as many as 60.
Tippers, Tractor-trailers, 4x4 off road vehicles, multi-utility vehicles-our range are vast.
A significant breakthrough has been the development and commercialization of the
truly Indian cars- Tata Indica and Tata Indigo.
Our vehicles are capable of meeting stringent Euro norms. And we have been able
to do so by using technology, which is environmentally sustainable.
Browse through our product range below to know more about our International market
models.
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PRODUCT DETAILS
Four models for Tata Indica V2:Indica V2 DLX:
Indica V2 DLG:
This model have body colored bumpers, the wheel arch flairs, internally adjustable OVRM
and central locking system. Front windows are power windows. To avoid the scorching
heat in a summer days, HVAC system of cooling can soothe anybody inside the car.
Indica V2 DLS:
Power steering and other features like internally adjustable OVRM, sill valence, body
colored bumpers, and the wheel arch flair have made this car comfortable and secured for
driving.
Indica V2 DLE:
Adjustable internally OVRM on the driver's side, sill valence, grey wheel arch flairs add a
new touch in terms of security as well as elegance.
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DLG with its power steering and front power windows is a very comfortable car
with its HVAC system of cooling and, is reliable car with its central locking system.
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DLX is the most advanced version of Indica V2 Turbo for its added few features
along with the features of DLG. Its leathered wrapped steering, luxurious seats and
adjustable headrest provide total comfort of long driving.
Indica V2 Xeta
The new Indica Xeta. Its extra Efficiency Torque Advantage petrol engine
delivers 12.4 kgm torques, for a smoother and more responsive drive. With instant pick up
and fewer gear changes in stop-start city traffic.
The technologically superior MPFI engine comes with a 32-bit microprocessor, and sports
12 sensors, including a knock control sensor to reduce damage from adulterated fuel. The
result? Even more enjoyable long drives, with a frugal fuel consumption at 14 kmph.
Its spacious cabin - the biggest in its class, seats three people comfortably in the rear, with
ample elbowroom and generous legroom. The luxurious beige interiors come as a standard
feature Step into the Xeta. You will realize why the Indica Xeta is not just a common car.
Indica V2
Uniquely styled and innovatively packaged, the Indica is designed and engineered to meet
the highest standards of international quality and also to stand up to the tough demands of
Indian roads and weather conditions. Every feature of the car reflects a deep understanding
of the Indian market and promises much more than any other car in its category.
The Indica is brought to you by TATA Motors, the people who know India like no one else
does. So when you get behind the wheel of an Indica, you can feel proud about driving one
of the finest cars in the country.
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Indica Turbo
The new Indica V2 Turbo is the only car in the B segment to offer a Turbo charger. The
car features a Turbo diesel engine that delivers an improved top speed and an enhanced
output of 68PS @ 4500 rpm. While the increased torque of 130Nm @ 2500 rpm is the
highest in its class. Apart from the changes in the engine, the car also features 14" wheels
among other class leading features.
It is available in 3-colour options including:
The exclusive Cherry Red color, which is available in the European market.
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PRODUCT PICTURES
PRODUCTS OF TATA MOTORS
INDICA V2
INDICA LX
SAFARI DICOR
TURBO
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TATA SUMO
SAFARI DELUX
INDICA V2
38
SUMO VICTA
39
40
TATA INDICRUZ
DATA ANALYSIS:
Every comment of the customer is very important for the company,
And every answer of the customer is very valuable for the company. So basing on the
Answer given by the customers, an analysis has been designed to each of the answers
given by the respondents and interpretations have been made on the basis of these
analysis.
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The sample size consists of 100 customers from twin cities of Hyderabad
And Secunderabad. The analysis and interpretation of each question is as follows:
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S.No
Models
No.of
Percentage
Indica DLX
Respondents
37
37
Indica V2
37
37
TATA Sumo
13
13
TATA Safari
10
10
TATA Dicor
03
03
100
100%
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Interpretation:
It is observed that 37% of the total respondents use Indica DLX, 37% of the
respondents use Indica V2, 13% of the respondents use TATA Sumo, 10% of the
respondents use TATA Safari and last 03% of respondents use TATA Dicor model.
Buyers
No. of Respondents
Percentage
New
94
94
Pre Owned
100
100%
44
Interpretation:
From the survey conducted, it is observed that 94% of the respondent has
purchased new cars and 6% of the respondent has purchased Pre Owned cars.
Price
No. of Respondents
Percentage
Affordable
85
85
Not Affordable
15
15
100
100%
45
Interpretation:
It is observed that 85% of the people feel that the price of vehicle is affordable, and
15% of people feel that the price of vehicle is not affordable.
Purpose of buying
No. of Respondents
Percentage
Personal use
87
87
Rental use
10
10
Other use
100
100%
Interpretation:
From the data collected it is observed that 87% of the customers use their vehicle
for personal use, 10% of the customers use their vehicle for rental and 3 % of the buyers
for other use.
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S.No
Influenced
No. of Respondents
Percentage
Your self
48
48
Family
32
32
Friends
12
12
Advertisement
100
100%
Interpretation:
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From the study, it is observed that 48% is influenced by themselves, 36% feel that the
family place a vital role to purchase their vehicle, and then comes to friends 12% and then
advertisement 8%.
Car Conveys
No. of Respondents
Percentage
Status
24
24
Necessity
54
54
Comfort
18
18
Other
04
04
100
100%
49
Interpretation:
From the data collected it is concluded that 24% of the consumers purchase the
vehicle to maintain the status, whereas 54% of the consumers purchase the vehicle
because of their necessity. 18% of the consumers purchases it as it gives comfort, 12% of
the consumer purchase the vehicle for other reasons.
Crucial
No. of Respondents
Percentage
Price
34
34
Mileage
53
53
Service
Brand Image
100
100%
50
Interpretation:
It is concluded from the study that 34% of them say that price is crucial, 53% of
them say mileage and 7% & 6% of them say service and brand image.
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S.No
No. of Respondents
Percentage
Office
44
44
Family
45
45
Long Drives
Shopping
100
100%
Interpretation:
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It is observed that 44% of the respondents use their vehicle for going to office, 45%
of the respondents use their vehicle to take their family out and 2% and 9% of the
respondents use their vehicle for shopping and long drives.
Percentage
use
1
1-2 years
2-4 years
15
15
4-8 years
68
68
12
12
100
100%
53
Interpretation:
From the study, it is observed that 5%and 15% of the consumer keep their vehicle
1-2 years and 2-4 years, 68%, and 12% of consumers keep their vehicle for 4-8 years and
8 years &above.
10. Rate your satisfaction for the service provided by the Organization?
S.No
Percentage
service station
1
Excellent
Good
61
61
O.K
24
24
Poor
100
100%
54
Interpretation:
From the survey conducted satisfied level at service center showed at X-axis and
No. of Respondents at Y-axis. 7 % of the consumers said excellent, 61% said good and
24% and 8% of the consumers said ok and poor.
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S.No
Satisfied
Percentage
mileage
1
Yes
2
NO
Total No. of Respondents
81
81
19
100
19
100%
Interpretation:
It is observed that 81% of the respondents are satisfied with mileage given by their
car and 19% are not satisfied with mileage given by their cars.
56
Performance
of No. of Respondents
Percentage
your vehicle
1
Satisfied
80
80
O.K
20
20
Not satisfied
00
00
100
100%
57
Interpretation:
It is observed that 80% of customers are satisfied on the overall performance of the
vehicle and 20% of the customers are at constant (o.k.).
FINDINGS
Most of the buyers are professionals and business people using the TATA cars.
94% of the respondents purchase new cars only.
Nearly about 85% of the customers feel that the price of vehicle is affordable.
About 87% of the respondents use TATA cars for there personal use.
The reason for purchase only TATA is necessity for 54% of the customers, 24% of
the consumers feels status and 18% feel comfortable.
Many of the respondents are satisfied with regard to mileage, price.
45% of the respondents use there vehicle to take there family out and 44% use for
going to office.
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61% of the respondents were satisfied with service provided by the dealer at the
service center, 24% and 7% of the respondents said ok and excellent, and 8% of
the respondents were not satisfied with service at service station.
Above 56% of the respondents feel the prices are reasonable at the service center.
Where 8% and 38% of the respondents feel that the prize are high and medium
respectively.
62% of the respondents feel that the overall performance of the vehicle is good,
8% and 23% of the respondents feel that the performance of the vehicle is
excellent and o.k.
RECOMMENDED
CONCLUSION
The global business environment is buzzing with the single most important issue of
Building a competitive edge by creating and retaining a large number of customers than
their goods and services every organization is there fore seized of the task of establishing
sustaining its worth to the customer, who has been rendered unpredictable by competition
Therefore, every business is making a continuous effort for achieving customer effort for
achieving customer loyalty
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In short, it is total organizational culture and brand equity, which face challenge. So that
there is a perennial struggle amongst organizations to sustain their existence in the market
place, and hence in order to sustain the stiff competition the company has to take up
market Research frequently to know the changing needs & preference of the customers.
This helps the company to reframe the policies in providing cutting edge technology to
satisfy the customer & retain him for a life time
ANNEXURE
QUESTIONNAIRE
Customer Name:_______________________
Contact No:____________________________
Vehicle Model:_________________________
Vehicle make:__________________________
Registration No:_________________________
1. Customer Age?
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a. Below 25years
b. 25-35 years
c. 35-50 years
d. 50 years and above
10. Whether the vehicle was delivered as per the promised time?
a. Yes
b. No
BIBLIOGRAPHY
www.tatamotors.com
www.autofinlimited.com
www.google.com
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