History

MANICKBAG AUTOMOBILES PVT. LTD.
DECLARATION
I hereby declare that the project entitled A study on Customer Satisfaction toward service and product of Manickbag Automobiles to improve the quality of service undertaken at Manickbag Automobiles, Hubli, submitted in partial fulfillment of the requirement for the award of the Master in Master of Business Administration from the Karnataka University, Dharwad.
AIMSR B-SCHOOL, DHARWAD
ACKNOWLEDGEMENT
The report what I have presented is not the mere outcome of my labor alone. There are dozens of hand buttressed me all through the programmed it doesn t go without thanking all of those who constantly keep me on the move. I express my deep gratitude to Karnataka University, Dharwad who have given us an opportunity to learn something practical apart from books by including the in-plant training in our MBA Program. I express my gratitude to our beloved Dean, Dr. N G. Chachadi who has supported me to complete this project, internal guide for encouraging me to work on this project. I would like to express my mere sincere thanks and gratitude to Mr. Wilson, calm and utterly professional person to whom the relevance and authenticity of this report should attribute to extend every support for me helping the gain, external guide of this project for having faith in this project idea. I give my sincere token of thanks to all my faculties, relatives and friends who directly nor indirectly supported me to gather information and wisdom of knowledge. This work is dedicated to my parents who have supported me throughout my study.
INTRODUCTION
In these days of high business revolution and global transformation, a need rises for business house to rethink mission and recreate itself to the valiant environment. This need is felt by industry. This takes total self Re-engineering in the area of production, capital, marketing etc. Stiff market competition coupled with new and improved product line segments is the emerging trend. As a part of study curriculum for my MBA, it is quite appropriate to study the nature and quality of service provided by a car manufacturer through various dealers service stations. The market for cars-light and middle cars markets in particular-faces a stiff competition. Through incompletely of middle economic in and higher middle economic groups is raising, satisfaction in of utmost important in this field. This aspect covers both products and services. Multitude of product and wide variety of choices often customers. It is not uncommon to find more entries of business into almost all sectors of consumer goods like cars, computers etc. So it necessary for existing companies to reassess their potential and to reposition them in the clanging market environment. A study of the services of the selected car dealer is taken up with a view to assess the efficiency to his service from the point of view of customers to suggest possible improvements. The main purpose of this report is to study customer care activities in an authorized sale sum service of a car manufacturer and their effectiveness.
COMPANY PROFILE

COMPANY PROFILE (TATA)
History This is the story of a business house that has created wealth for a nation. It is a story of struggle, anxiety, adventure and achievement. This is the story of our pioneers.
Jamshedji Tata: The founder of the Tata Group began with a textile mill in central India in the 1870s. His powerful vision inspired the steel and power industries in India, set the foundation for technical education, and helped the country leapfrog from backwardness to the ranks of industrialized nations.
Sir Dorab Tata: Through his endeavors in setting up Tata Steel and Tata Power, this elder son of Jamshedji Tata was instrumental in transforming his father's grand vision into reality. It was also under his leadership that the Sir Dorabji Tata Trust, the premier charitable endowment of the Tatas, was created, propelling the Tata tradition of philanthropy.
JRD Tata: The late chairman of the Tata Group pioneered civil aviation on the subcontinent in 1932 by launching the airline now known as Air India. That was the first of many path-breaking achievements that JRD, who guided the destiny of the Group for more than half a century, came to be remembered for.
Sir Ratan Tata: Jamsetji Tata's younger son had a personality that reflected his sensitivity to the struggles of ordinary people and his desire to utilise his considerable wealth to enhance the quality of public life. A philanthropist all his life, he created a trust fund for "the advancement of learning and for the relief of human suffering and other works of public utility." The Sir Ratan Tata Trust is today the second largest of the Tata trusts. Ratan N Tata has been the Chairman of Tata Sons, the promoter company of the Tata group, since 1991. He is also the Chairman of the major Tata companies, including Tata Motors, Tata Steel, Tata Consultancy Services, Tata Power, Tata Global Beverages, Tata Chemicals, Indian Hotels and Tata Teleservices. During his tenure, the groups revenues have grown nearly 12-fold, totalling $67.4 billion in 2009-10. Mr Tata serves on the board of directors of Fiat SpA and Alcoa. He is also on the international advisory boards of Mitsubishi Corporation, the American International Group, JP Morgan Chase, Rolls Royce, Temasek Holdings and the Monetary Authority of Singapore.
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Mr Tata is associated with various organizations in India and overseas. He is the Chairman of two of the largest private-sector-promoted philanthropic trusts in India. He is a member of the Prime Ministers Council on Trade and Industry. He is the President of the Court of the Indian Institute of Science and of the Council of Management of the Tata Institute of Fundamental Research. He also serves on the board of trustees of Cornell University and the University of Southern California, and is a member of the Global Business Council on HIV/Aids. Mr Tata joined the Tata group in 1962. After serving in various companies, he was appointed director-in-charge of the National Radio and Electronics Company in 1971. In 1981, he was named Chairman of Tata Industries, the group other promoter company, where he was responsible for transforming it into a group strategy think-tank, and a promoter of new ventures in high technology businesses. Mr Tata received a BS degree in architecture from Cornell in 1962. He worked briefly with Jones and Emmons in Los Angeles before returning to India, later that year. He completed the Advanced Management Program at Harvard Business School in 1975. The Government of India honored Mr Tata with its second-highest civilian award, the Padma Vibhushan, in 2008. He has also received honorary doctorates from several universities in India and overseas.

Values and purpose
Purpose
At the Tata group we are committed to improving the quality of life of the communities we serve. We do this by striving for leadership and global competitiveness in the business sectors in which we operate. Our practice of returning to society what we earn evokes trust among consumers, employees, shareholders and the community. We are committed to protecting this heritage of leadership with trust through the manner in which we conduct our business. Core values Tata has always been values-driven. These values continue to direct the growth and business of Tata companies. The five core Tata values underpinning the way we do business are: Integrity: We must conduct our business fairly, with honesty and transparency. Everything we do must stand the test of public scrutiny. y Understanding: We must be caring, show respect, compassion and humanity for our colleagues and customers around the world, and always work for the benefit of the communities we serve. y Excellence: We must constantly strive to achieve the highest possible standards in our day-to-day work and in the quality of the goods and services we provide. y Unity: We must work cohesively with our colleagues across the group and with our customers and partners around the world, building strong relationships based on tolerance, understanding and mutual cooperation. y Responsibility: We must continue to be responsible, sensitive to the countries, communities and environments in which we work, always ensuring that what comes from the people goes back to the people many times over.
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TATA MOTORS Tata Motors is India's largest automobile company, with consolidated revenues of Rs 92,519 crore ($20 billion) in 2009-10. Through subsidiaries and associate companies, Tata Motors has operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, the business comprising the two iconic British brands. It also has an industrial joint venture with Fiat in India. Tata Motors is the country's market leader in commercial vehicles and among the top three in passenger vehicles. It is also the world's fourth largest manufacturer of medium / heavy commercial vehicles, and the second largest bus manufacturer. Tata cars, buses and trucks are being marketed in several countries in Europe, Africa, the Middle East, South Asia, South East Asia and South America. The company, formerly known as Tata Engineering and Locomotive Company, began manufacturing commercial vehicles in 1954 with a 15year collaboration agreement with Daimler Benz of Germany. It has, since, developed Tata Ace, India's first indigenous light commercial vehicle, Tata Safari, India's first sports utility vehicle, Tata Indica, India's first indigenously manufactured passenger car, and the Nano, the world's cheapest car.
Tata Motors has over 1,400 engineers and scientists in six R&D centers in India, South Korea, Spain and the UK.
Areas of business
Tata Motors makes passenger cars, multi-utility vehicles and light, medium and heavy commercial vehicles.
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Passenger cars: The company launched the compact Tata Indica in 1998, the sedan Indigo in 2002 and the station wagon Indigo Marina in 2004. Tata Motors also distributes Fiats cars in India. y Utility vehicles: The Tata Sumo was launched in 1994 and the Tata Safari in 1998. y Commercial vehicles: The commercial vehicle range extends from the light two-tonne truck to heavy dumpers and multi-axled vehicles in the above 40-tonne segment. y Passenger buses: The Company also manufactures and sells passenger buses, 12-seaters to 60-seaters, in the light, medium and heavy segments.
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Joint ventures, subsidiaries, associates Tata Motors has joint ventures with Marco polo, the Brazil-based maker of bus and coach bodies, and with Fiat Auto (to build a commercial vehicle at Fiat's facilities in Crdoba, Argentina). Other associates include:
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Tata Daewoo Commercial
January 28, 2009 Tata Marco polo Motors Dharwad plant goes on stream 30,000-unit plant to produce full range of world class intra-city and intercity buses. The state-of-the-art bus manufacturing facility of Tata Marco polo Motors at Dharwad (Karnataka) has begun commercial production. Tata Marco polo Motors is 51:49 joint venture of Tata Motors and Marco polo of Brazil. The Dharwad plant will cater to India growing need for world-class fully built buses for intra-city and inter-city transportation with international standard comfort, quality and safety. The plant will produce a comprehensive range of buses. The range, to be marketed under the Star bus and Glob bus brands, includes 16- to 54seater standard buses, 18- and 45-seater luxury buses, luxury coaches and low-floor city buses. The plant, spread over about 123 acres, will have a capacity to produce 30,000 units a year, to be achieved in phases. In 2009-10, the first full year of operation, production can be up to 15,000 units. The joint venture has already invested about Rs200 crore. The plant, at full capacity, will generate over 6,500 direct jobs. It will be supported by a vendor park.
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GROWTH OF TATA MOTORS MILE STONE It has been a long and accelerated journey for Tata motors, Indias leading automobiles manufacturer. Some of the significant milestones in the companys journey towards an excellence and leadership.
1945 Tata engineering and locomotive Co. Ltd. Was established to manufacture to locomotive and other engineering products.
1948 Steam road roller introduced in collaboration with Marshall Sons (UK).
1949 Collaboration with Daimler Benz AG, West Germany, for manufacture of medium commercial vehicles rolled out within 6 month of the contract.
1959 Research and development center set up at Jamshedpur.
1961 Export being with first truck being shipped to Ceylon, now Sri Lanka.
1966 Setting up the engineering Research center at Poona for automobile research and development.
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1971 Introduction of DI engines.
1977 MANICKBAG AUTOMOBILES PVT. LTD. First commercial vehicle manufactures in Poona.
1983 Manufacture of Heavy commercial vehicles commences.
1985 First hydraulic excavator produced with Hitachi collaboration.
1986 Production of first light commercial vehicle, Tata 407, indigenously designed, followed by Tata 608.
1989 Introduction of Tata mobile 206-3rd LCV model.

1991 Launch of the 1st indigenous passenger car Tata sierra. TAC 20 crane produced. One-millionth vehicle rolled out.
1992 Launch of Tata Estate.
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1993 Joint venture agreement signed with Cummins engine Co. Inc. for the manufacture of horsepower and emission friendly diesel engines.

1994 Launch of Tata Sumo- the multi utility vehicle. Launch of LPT 709-a full forward control, light commercial vehicle. Joint venture agreement signed with M/s Daimler Benz/ Mercedes Benz passenger car in India. Joint venture agreement signed with Tata Holset Ltd., UK for manufacturing turbochargers to be used on Cummins engines.
1995 Tata Sumo Deluxe launched.
1997 Tata sierra turbo launched. 100,000th Tata Sumo rolled out.

1998 Tata Safari- Indias first sports utility vehicle launched. 2 millionth vehicles rolled out. Indcia Indias first fully indigence passenger car launched.
1999 115,000 Booking for Indcia registered against full payment within a week. Commercial production of Indcia commences in full swing.
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2000 First consignment of 160 Indcia shipped to Malta. Tata Engineering signed a product agreement with MG Rover of the UK.

2003 Launched of the safari limited Edition. The Tata Indigo was unveiled at the Geneva Motors Show. On 29th July, J.R.D. Tatas birth anniversary, Tata Engineering becomes Tata Motors limited. 3 millionth vehicles produced. First city Rover rolled out. 135 PS Tata Safaris EX Turbo launched. Tata SFC 407 EX Turbo launched.

2004 Tata motors unveil new product range at Expo 04. New Tata Indcia V2 launched. Tata Motors and Daewoo commercial vehicle Co. Ltd Sign investment agreement. Indigo advent unveiled at Geneva Motors show. Tata Motors completes acquisition of Daewoo commercial vehicle. Tata LPT 909 launched. Tata Daewoo commercial vehicle cult. (TDCV) launched. Sumo victa launched. Indigo Marina is launched. Tata Motors list on the NYSE.

2005 Tata Motors rolls out its 500,000th passenger vehicle. The Tata X-over unveiled at the 75th Geneva Motors show. Branded buses and coaches- star bus and Glob bus launched. Tata Motors Acquires 21% stake in Hispano caracara SA, Spanish bus manufacturing company.
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Tata Ace, Indias first mini truck launched. Tata Motors wins JRD QV award for business excellence. The power packed safari dicor was launched. Introduction of Indigo SX series- luxury variant of Tata Indigo. Tata Motors launched Indcia V2 turbo Diesel. One-millionth car produced and sold. Inauguration of new factory at Jamshedpur for Novus. Tata TL 4*4, Indias first sport utility truck (SUT) was launched. Launch of Tata Novus. Launch of Novus range of medium trucks in Korea by Tata Daewoo commercial vehicle co. (TDCV).
2006 Tata Motors vehicle sales in India crossed four million marks. Tata Motors unveil new long well base premium Indigo & X-over concept and auto Expo 2006. Indcia V2 Xeta launched. Passenger vehicle sales in India cross one- million mark. Tata Motors and Marco Polo Brazil announced joint venture to manufacture fully built buses and coaches for India & markets abroad. Tata Motors extend CNV option on its hatchback and estate range. TDCV develops South Koreas first LNG powered Tractor-trailer. Tata Motors and Fiat Group announce three additional cooperation agreements. Tata Motors introduce a new Indigo range.
2007 Tata group plans to launch the worlds cheapest car early in January while also looking set to drive off two of the poshestarques- Fords iconic jaguar & Rover brands. Tata Motors introduces its new range of medium and heavy commercial vehicles. Tata Motors, Fait jointly participating a New Delhi Auto Expo Tata Motors people car to be invited on 10th January.
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2008 Tata Motors on 2nd January 2008 total sales at 47,678 no, exports grow by 16%.
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INTRODUCTION TO MANICKBAG
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INTRODUCTION: Two families Dharmappa Mirji and Manikachand Shah in the year 1920 found Manickbag.
The name Manickbag was kept because when it started, the land was donated by Mr. Manikachand. P. Zaveri from Bombay to Jain Boarding and it was a full of bamboo jungle so that area was known as Manickbag and it was taken for long lease.
In the year 1950 two family members focused the business there were petrol trucks with Manickbag engineers. Soon diesel engineers came in market, so Manickbag engineer started into diesel by changing engine.
Simpsons was leading manufacturer of diesel engine they offered the dealership in 1951, micos dealership in 1956. At same time Ashok Leyland sub dealership under sundram was taken in 1956 in the name of Manickbag Automobile. Then in for engine rebuilding machine shop was started in the year 1979 sundrama Clayton, TVS moped dealership was taken in the year 1965 separates firm as manickbag diesel started exclusive for Mica products and Manickbag garage and industries for machine shop and Leyland services for reports of Leyland vehicles. In the year 1984 a branch for Ashok Leyland was started in Bijapur and Ankola. In 1991 they shifted from Ashok Leyland to Telco.
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PROFILE OF MANICKBAG:
NAME OF THE FIRM ESTABLISHMENT FOUNDER TYPE OF THE FIRM SOURCE OF FINANCE PRODUCTS ADDRESS
: Manickbag Automobiles Pvt . Ltd. Co. : 1984 : Darmappa Mirji and Manikachand Shah : Pvt. Ltd. Co. : ING, ICICI, CANARA BANK : TATA Motors : Manickbag Automobiles Pvt. Ltd. Co. Unit of Tata Motors Ltd, Vidyanagar, Hubli 580031
PHONE NO DISTRICT STATE
: 0836-2374535/2372486 : Dharwad : Karnataka
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SERVICES OF MANICKBAG Manickbag is exclusive show room for Tata Motors situated at Vidyanagar, Hubli & its the single showroom which is covering 6 districts Name.
1) 2) 3) 4) 5) 6) 7)
BAGLKOT BIJAPUR DHARWAD GADAG BELGAUM HAVERI HUBLI is the Mother branch
It is also having small showroom at Ankola & Bijapur to cover those areas which are working under of guidance of Manickbag the main branch using promotional activities such as periodical advertisement offers insurance, road shows demonstration. Since Manickbag is the only showroom the promotion activities conducted most of reaching effective to customer of other district, simultaneously it is losing customers in other districts
OBJECVTIVES OF MANICKBAG 1. They want to be best in the automobile company 2. To satisfy the every customer in the market in sales and service 3. To open branches in different location for customers to excess easily to dealership 4. Organize service camp at customer places to know the needs of the services 5. Sales maximization 6. Achieving leadership in the market 7. Employee/worker satisfaction
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VISSION: The vision statement of Manickbag automobile pvt Ltd is Best in the manner in which we operate best in the product we operate best in our value system and ethics. MISSION: It defines To strengthen the TATA brand and creating relationship with the customers by working closely with business partners to provide superior value for money over the life cycle.
OWNERSHIP PATTER: In the Tata Manickibag automobiles pvt Ltd they have partnership pattern of investment. There are totally 15, family partners in the this organizations, all the partners are responsible for all the profit and loss in the company.
BRANCHES OF MANICKBAG 1) HUBLI --- Head Office Branches: 2) BELGAUM 3) ANKOLA 4) BIJAPUR 5) GULBARGA Services setup: 6) BIAR 7) BAGOLKOT 8) CHIKODI
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PRESENT BUSINESS THEY ARE IN:
y y y y y y y
Hindustan PetroleumSince 1950 Simpos Since 1951 Mico Since 1956 Kirloskar Bearning Since 1975 TVS Motors Since 1979 Sesa Ga Pig Iron Cike & Coal Since 1990 Tata Motors Since 1992
ACHIVEMENTS
y Best Dealership Award from TELCO y Best Dealership Award from MICO y Best Dealership Award from TVS
ACTIVITIES UNDER TAKEN UNIQUE 3s
y SALES y SERVICES y SPARE PART
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WORKFLOW MODEL:
MANAGING DIRECTOR
GENERAL MANAGER Sr. SALES MANAGER Asst. SALES SALES SATISFACTION MANAGER SALES EXECUTIVE FINANCE EXECUTIVE
SHOWROOM INCHARGE
BACK OFFICE
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Work flow may be viewed as one primitive building block of organizations, The relationship among these concepts are described later in this entry, the adjacent diagram explains the work flow model of manickbag automobile pvt ldt.
It is a systematically and very smooth way of function in the company, in this organization, based on the customer need the cars will be ordered and then the general manager will give information about the vehicle to the senior manager then it goes to asst manager later it will be transfer the information to the sales executive then they have the responsibility to commence the business who visit the showroom and enquire about the vehicle, sales satisfaction manager will enquire about the vehicle problems and remind about service and special offers to the customer, showroom in charge will manage the showcase in the showroom.
COMPETITORS:
y y y y y y
RNS Motors, Hubli Bellad Motors, Hubli Javali Motors, Hubli. Shoda Toyota, Rayapur Hyundai, Hubli Volkswagen, Hubli
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PRODUCT PROFILE
Tata Safari Tata Safari Dicor Tata Aria Tata Sumo Sumo Grande Tata Sumo Victa Tata Spacio Tata Indica Indica Vista Indica V2 Xeta Indica V2 Turbo Indica e V2 Tata Indigo Marina Tata Indigo Manza Fiat Punto Fiat Linea Tata Nano Tata Venture
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ORGANISATION CHART
MANAGING DIRECTOR
SALES DEPT SSA
SPARES DEPT
ACCOUNT DEPT
SERVICE DEPT
Sr. SALES MANAGER
Sr. SPARES MANAGER
MANAGER
WORK MANAGER
SALES MANAGER
ASST. SPARES MANAGER
ASST. MANAGER
ASST. SALES MANAGER
STORE KEPPER
ADMINISTRATION STAFF SUPERVISOR
SERVIC STAFF
SALES EXECUTIVE
SERVICE ADVISIOR
BILLER
WORK I/C
CASHIER
SUPERVISOR
MACHINES
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PRODUCT PROFILE
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TATA SAFARI
TATA SAFARI DICOR
According to color the price changes Color: - Arctic White, Arctic Silver, Quartz, Black, C. Grey, Pearl White.
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TATA ARIA
Model Pleasure Prestige* Prestige** Pride
Ex-showroom Price 1339819 1463776 1501270 1602604
On Road Price 1652280 1803540 1849291 1972941
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TATA SUMO
TATA SUMO VICTA
MODEL
Victa DI CX 7/9 Str Victa DI LX 9 Str Victa DI EX 7/9 Str Victa DI GX 7 Str Victa CX IDI EURO-III 9 Str Victa EX IDI 9 Str
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TATA SPACIO
MODEL: - SPACIO HT 6STR-III
TATA INDICA
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TATA INDICA V2
MODEL INDICA L-NA INDICA LE-NA INDICA LS-NA INDICA LE EURO-III INDICA LS EURO-III
Diesel Diesel Diesel Diesel-Taxi Diesel-Taxi
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TATA INDICA eV2
MODEL INDICA L eV2 INDICA LE eV2 INDICA LS eV2 INDICA LX eV2 Diesel/Petrol Diesel/Petrol Diesel/Petrol Diesel/Petrol
MODEL Xeta GL eV2 Xeta GLE eV2 Xeta GLS eV2 Xeta GLX eV2 Xeta GLE LPG eV2 Xeta GLS LPG eV2 Petrol Petrol Petrol Petrol Petrol/LPG Petrol/LPG
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TATA INDICA VISTA
MODEL
TERRA 65 AQUA 65 TERRA 90 AQUA 90 AURA ABS SAFIRE 90 AURA PLUS SAFIRA 90 TERRA AQUA Petrol Petrol Petrol Petrol Petrol Petrol Diesel Diesel
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INDIGO MARINA
INDIGO MANZA
Model eCS LS TDI eCS LX TDI INDIGO XL TDI eCS LS TDI eCS LX TDI INDIGO XL TDI CS eLS CS eLX CS eLX Ltd-w/o AW CS eLX-Ltd-with AW CS eGLS CS eGLX CS eGLX-Ltd-With AW
DIESEL DIESEL DIESEL TAXI TAXI TAXI DIESEL DIESEL DIESEL DIESEL PETROL PETROL PETROL
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FIAT PUNTO
MODEL GRANDE PUNTO 1.2 ACTIVE GRANDE PUNTO 1.2 DYNAMIC GRANDE PUNTO 1.2 EMOTION GRANDE PUNTO 1.4 EMOTION GRANDE PUNTO 1.4 EMOTION PACK GRANDE PUNTO 1.2 ACTIVE GRANDE PUNTO 1.2 DYNAMIC GRANDE PUNTO 1.2 EMOTION GRANDE PUNTO 1.4 EMOTION GRANDE PUNTO 1.4 EMOTION PACK GRANDE PUNTO 1.3 ACTIVE GRANDE PUNTO 1.3 DYNAMIC GRANDE PUNTO 1.3 EMOTION GRANDE PUNTO 1.3 EMOTION PACK GRANDE PUNTO 1.3 ACTIVE GRANDE PUNTO 1.3 DYNAMIC GRANDE PUNTO 1.3 EMOTION GRANDE PUNTO 1.3 EMOTION PACK GRANDE PUNTO EMOTIONPACK GRANDE PUNTO EMOTIONPACK
PETROL PETROL PETROL PETROL PETROL PREMIUM COLOR PETROL PREMIUM COLOR PETROL PREMIUM COLOR PETROL PREMIUM COLOR PETROL PREMIUM COLOR PETROL DIESEL DIESEL DIESEL DIESEL PREMIUM COLOR DIESEL PREMIUM COLOR DIESEL PREMIUM COLOR DIESEL PREMIUM COLOR DIESEL PUNTO 90 HP PUNTO 90 HP PREMIUM COLOR
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FIAT LINEA
MODEL LINEA ACTIVE LINEA DYNAMIC LINEA EMOTION LINEA EMOTION PACK LINEA TJET LINEA TJET PLUS LINEA ACTIVE LINEA DYNAMIC LINEA EMOTION LINEA EMOTION PACK PETROL PETROL PETROL PETROL PETROL PETROL DIESEL DIESEL DIESEL DIESEL
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TATA NANO
MODEL NANO STD NANO CX NANO CX METALIC NANO LX METALIC
ON ROAD 176124 210672 214350 242468
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DEPARTMENTAL DETAILS
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DEPARTMENTAL DETAILS
There are four departments available in manickbag automobiles pvt ltd co.
a) Sales department b) Service department c) Spares department d) Account department
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SALES DEPARTMENT :
The Sr. sales manager Mr. A. M. Wilson of the sales department
Showroom In-charge Asst. Sales manager Asst. Sales manager (INDIGO) Asst. Sales manager (MUV) Sales Executive (INDICA)
Mr. Sanikop Mr. Anand Barimani Mr. N. Karikatti Mr. Nitin Lokhande Mr. Sunny Peter Mr. Sangmesh Hooli Mr. Isreal P
Sales Executive (INDIGO)
Mr. Praveen Pattanshetty Mr. Sandesh C
Sales Executive (MUV)
Mr. Deepak Homkar Mr. Vasant Angadi Mr. Manish Nayak
Sales Executive (FIAT) Sales Executive
Mr. Vishal Talikoti Mr. Yunus Mr. Mahesh Pattanshetty
Customer care Executive
Miss Savita Angadi
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Objectives:
1) First and foremost objective is to increase the sales turnover by every year. 2) To increase the market share. 3) To increase the response to the customer. 4) Customer satisfaction.
Functions:
1) 2) 3) 4) 5) 6)
Searching the customer Targeting the customer Recurring order acceptance Sending quotation to customer Supply the product Recurring and solving the customer problems.
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SERVICE DEPARTMENT:
Mr. Mahaveer Angadi is general manager of service department and under the guidance
Work manager Work In-charge Service Advisor
Mr. Raheem Pathan Mr. A M. Mulla Mr. Kiran Patil Mr. Mehoob Pathan Mr. Ashok Poojar Mr. Parshuram
PDI In-charge
G M. Kulkarni
Objectives: 1) 2) 3) 4) To provide high class service to the customer. To properly deal with customer problems. To response to the customer queries. To maintain relationship with existing customer & serving new customer.
Functions: 1) 2) 3) 4) 5) Communicating with customer perdiocally. To provide better quality service to the customer. To manage service shop infrastructure environmental & safety issue. To observe dealership guidelines & fulfill manufacturers priority task. To co-ordinate services and warehouse operations.
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SPARES DEPARTMENT:
Mr. Kishor Kurthkoti is the head of the spares department
Senior spares executive Asst. spares executive Spares Executive Spares Executive
Mr. Umesh Koujageri Mr. Amanulla. B. M Mr. Vasudev Wadekar Mr. Kumar Kulkarni
Objectives:
1) 2) 3) 4)
To provide high class services to the customer. To identify the correct parts To respond to the customer quarries To maintain the maximum possible parts to services the customer immediately.
Function:
1) Communicating with customers periodically. 2) To provide the better quality spares the customer.
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ACCOUNTS DEPARTMENT:
Private car division (PCD)
Mr. Ajit Sindhe Miss. Vidhya Patil Miss. Mamata Joshi Miss Vidhya Kulkarni
Commercial vehicle division (CVD) PCD PCD -
Objective: 1) Providing / facilitating finance information to the various departments. 2) Controlling / reducing the cost of department. 3) To effective management in the organization.
Functions: 1) 2) 3) 4) 5) Auditing the records of the department. Maintain the books of account. Attending internal and external auditing. Raising funds from bank. Preparing income tax and cost sheet.
BANKERS OF MANICKBAG AUTOMOBILE PVT LTD: 1) ING. 2) ICICI. 3) CANARA.
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RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
Data Source Area of Research Research Approach Research Instrument Sample Plan Sample Unit Sample Method Sample Size Data Analysis
Primary (Field Survey) Secondary (internet, catalogues, broachers) Hubli Survey method Questionnaire Personal Interview All Existing Customer Random Sampling
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STATEMENT OF THE PROBLEM
The present market is flooded with a variety of automobile manufacturers as many as if not more than companies like Tata motors, Maruti, Fiat, Toyota, Ford, Hyundai, are marketing their products.
Times has become talk of town therefore the customer give utmost priority to those automobile industries that Products varieties of cars with aesthetics, mileage, price, services etc. which have been exerting influence on the playing decision of the customer.
The Manickbag Automobiles is the largest dealer for Tata Motors exclusively engaged in sales & services of passenger cars perhaps it is the only company rendering better performance from a long period of time with the presence of all these factors Manickbag Automobiles is making service as hot cake.
The study on hand is directed to understand A Study on customer Satisfaction towards after sales services of Manickbag Automobiles to improve the quality of services.
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OBJECTIVES OF THE STUDY To study the efficiency and effectiveness of existing services at Manickbag Automobiles. To know the customers opinion with regard to post sales services of their vehicles. To consider impact of service on developing new customer base. To identify the factors, which affects improvement and development in rendering service? To know and study the approach of staff at the station with customers. To identify factors of dissatisfied customers. To suggest measures to enhance customer satisfaction. SCOPE OF THE STUDY: The study will help the company to know their efficiency and effectiveness of existing services. The company can find out the impact of service in developing new customer. The study will help the company to make proper marketing strategy for their weaker areas. The study covers the customer of Manickbag Automobiles owning passenger cars in Hubli city.
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PURPOSE OF THE STUDY: The main purpose of the study is to understand the satisfaction of customer towards after sales services of Manickbag Automobiles, which will help the company to make proper marketing strategy to render good services and satisfy the needs of the customers. The study will help the company to make proper strategies and emphasize on their weaker areas.
LIMITATIONS OF THE STUDY: Not single work is exception to the limitations every work has got its own limitations, so due to time constraint, my study confines only to Hubli City and it is not possible to make extensive study. It is assumed that the sample selected represents entire population.
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SWOT ANALYSIS
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SWOT ANALYSIS
STRENGTH:
y y y y y y y y y
y y y y y y y
The company achievements (Indica) and others. The most practical car. The most affordable car. The most economical car in this segment. The company is well established. The most comfortable car. The decision taken by them is quick and effective when concerned to change in market. Presence of effective communication between company and dealers are one of the important strength. The company is technically well effective with various modern technologies, which helps the company to face any challenging either from internal or external factors. The company has high goodwill in the market for their quality products. The customer can ask test drive. The customers are attending as soon as operation is very spacious. They are available for operating is very spacious. They have their own finance. The dealers have high goodwill in the market for their service. Presence of effective flow of communication between the departments of Manickbag is the greatest strength, which ensures smooth flow of operations.
WEAKNESS
y Tough competition from companies. y The dealers prefer experience rather than talent for higher post. y Difficulty in marketing petrol cars as it is set in minds of public that Tata is for Diesel vehicles.
53

OPPORTUNITIES
y Can capture rural area when they are going launch their new vehicles. y The dealers can go for diversification. y The dealers can conduct exchange promotional activities to increase its sales. y Potential market in low- income group and rural areas.
THREATS
y y y y y
Competition from other model. Globalization & privatization. New interacts from competitors like price and quality. Any sudden change in government policy may affect the sales. Changes in market that is from sellers market to buyer market.
54

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MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

Tata Daewoo Commercial

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

 1959  Research and development center set up at Jamshedpur.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

 1983  Manufacture of Heavy commercial vehicles commences.

 1985  First hydraulic excavator produced with Hitachi collaboration.

 1989  Introduction of Tata mobile 206-3rd LCV model.

 1992  Launch of Tata Estate.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

 1995  Tata Sumo Deluxe launched.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

PHONE NO DISTRICT STATE

: 0836-2374535/2372486 : Dharwad : Karnataka

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

ACTIVITIES UNDER TAKEN UNIQUE 3s

y SALES y SERVICES y SPARE PART

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

MANICKBAG AUTOMOBILES PVT. LTD.

AIMSR B-SCHOOL, DHARWAD

1959 Research and development center set up at Jamshedpur.

1983 Manufacture of Heavy commercial vehicles commences.

1985 First hydraulic excavator produced with Hitachi collaboration.

1989 Introduction of Tata mobile 206-3rd LCV model.

1992 Launch of Tata Estate.

1995 Tata Sumo Deluxe launched.