Professional Documents
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AUTHORISATION
A.G.Industries private limited has always endeavoured to provide the best products and services to its customers and business associates. An essential aspect of this effort is the continuous assessment of our performance. This part of assignment is handed over to the study and understands the needs of the company. The company allows the representative to conduct thorough study and detail analysis about the satisfaction of dealers and distributors of leading automobile manufacturer. A.G.Industries permits the representative to use all research methodologies and tools to conduct this study. And during this tenure of study the company promises to cooperate with the representative in all his possible needs. The project report is submitted as partial fulfilment of the requirement of MBA 2ND program of HSB(GJU) HISAR
ACKNOWLEDGEMENT
The satisfaction and delight that accompanies the completion of any task would be incomplete without mentioning the people who made it possible with their constant guidance and encouragement which put the finishing touch to all the efforts with success. I Gauri Gupta who have been pursuing my internship in A.G.Industries private limited extend my intense gratitude and respect to my company guide Naresh Yadav, for providing a learning platform. I express my deep sense of gratitude and sincere thanks to him for his valuable guidance. I would like to thanks my parents, who helped me thoroughly for shaping out things well in order. I would like to express my deepest gratitude to Mr. (Coordinator,
HSB GJU HISAR) for extending all the required facilities to carry out the project without any hindrance. I express my special thanks to the management of A.G.Industries Private limited, Lovely Professional University and all others who helped directly or indirectly in executing the project.
ABSTRACT
The project is about the dealer satisfaction study of a leading automobile firm. Dealers being the link between the customers and the firm, their satisfaction are of utmost importance to the firm. This project has different stages, namely, primary research, analysis of collected data and forming interpretations and finally preparation of report. Under primary research framing of questionnaires and collection of primary data were done. Brainstorming was the initial step to carry on the research process. It was done to understand the requirements of the clients and the methodologies to be carried out in the research process. Questionnaires were framed to obtain the information from the dealers without bias. The framed questionnaires were tested and were carried to the field for investigations. The dealers were interviewed and their responses were recorded in the questionnaires. The recorded research data were then entered in the system for further analysis. Data were interpreted and studied statistically. Thus the interpreted data were interpreted data were illustrated and were analysed graphically. The analysis shows that most of the dealers were satisfied and some of them were highly satisfied or delighted. The dealers who were dissatisfied were due to the spare parts nonavailability. The dissatisfied customers can converted into satisfied customers by improving the spares availability and required models in time.
INDUSTRIES ARE AN ANCILLARY UNIT OF HERO HONDA GROUP OF COMPANIES.. A leading manufacturer of plastic Auto component injection moulded parts in India; AG is a Direct on Line (DOL) supplier approved by Hero Honda Motors Limited. Established in 1993, it has today diversified into a reputed business entity in the plastics moulding sector. AG Industries is an ancillary unit of the acclaimed Hero Honda group of companies. A leading manufacturer of plastic Auto component injection moulded parts in India, AG is a Direct on Line (DOL) supplier approved by Hero Honda Motors Limited.
Established in 1993 as a small business unit in Gurgaon to serve motor cycle joint venture Hero Honda, it has today diversified into a reputed business entity from the plastics sector. The company's expertise lies in manufacturing a wide range of plastic components for the automotive sector. GURGAON UNIT
It has been accredited by Modern Plastics as '50 Notable Plastic component Moulder' in the world. AG Industries has strength of over 1900 skilled & unskilled personnel who share the same passion to excel and contribute towards its continued success in the plastic molding industry. MANESAR UNIT
MANAGEMENT
AG Industries is the culmination of the far sighted vision of its Managing Director, Ms. Geeta Anand. She has been recently identified as one the top 50 Indian female entrepreneurs leading the industrial manufacturing scenario. She has also been a proud recipient of the prestigious Bhartiya Udyog Ratan Award by IEDRA in the year-2006.
The company has witnessed exponential growth under her dynamic leadership and continues to prosper with new ventures and strategic diversifications in its product range
.Backed by her entrepreneurial capabilities, experienced technical employees and a focused management, AG Industries has evolved as a preferred supplier to leading industry NAMES
OUR TEAM
AG Industries has a highly dedicated staff of 1900 personnel and it boasts of a fully fledged research and development department. The big work force of the company comprises skilled and semi skilled workers, technicians, a qualified and experienced team of engineers and supporting professionals. This team has the expertise of handling large scale production without compromising on the quality of the products. It works closely with the customers of the company in order to understand their needs in terms of productivity, cost and after-sale support. This experienced and committed team has earned an enviable reputation for delivering high quality products.
MILESTONES
FUTURE PLANS
AG Industries has setup an exemplary business model in the injection mouldings industry. It is consistently striving to further upgrade its services by adding new & advanced machinery to its setup. The company has well laid out plans to diversify in the following areas:
Upcoming unit in Bawal Upcoming unit at Chennai Product diversification Tool designing and manufacturing facilities Contract Manufacturing Designing and development of advanced engineering products
AG Industries today holds an unparalleled advantage in the industry. Its strategic approach towards Quality, cost & delivery has made it a reputed name in the plastic products manufacturing in India.
INFRASTRUCTURE
The company has installed 76 high-end injection moulding machines ranging from 150 tons to 1300 tons. These include JSW all electric injection moulding machines from Japan, L&T and Ferromatik Milacron. A true customer-centric organization, AG Industries is equipped with necessary resources and manpower to meet exacting demands of its clients. Today, the company has evolved as a leading industry brand with three manufacturing units at Gurgaon, Manesar and Haridwar converting over 18200 tons of engineering plastics per annum.. To achieve unmatched precision, moulds are developed from local as well as international sources as per the requirements of various OEMs. The company has been associated with leading tool manufacturer of Korea & Taiwan to get best quality moulds. The company has a full-fledged PU painting facility from HAYDEN (Germany) & WURSTER (Germany). Besides, it has sophisticated facilities for assembly of parts like Air Cleaners, Fender Rear and Box Battery of different models of motorcycles. AG is the first Indian company to have technical tie up with KD Corporation, Korea, a world leading Air Bag Cover manufacturing company. The product is supplied to Auto Liv India for the Air Bag assembly of Maruti Suzuki, Ford and Tata Motors among others. All the units are equipped with essential auxiliary equipments required for precision moulding like mould temperature controller, chillers, hot runner temperature controller etc.
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COMMITMENT
The company has been bestowed with a Best Safety Award by the Govt. of Haryana for its commitment towards safe work place.
As a mark of a true leader, AG Industries not only excels in plastic products but also makes a conscious effort towards sustainable development. It has successfully attained
certifications like ISO 14001 & ISO 18001 for practicing ecofriendly and safe manufacturing methods..
As an endeavour towards employee welfare, the company boasts of facilities like sanatorium, cafeteria, recreation and medical facilities. As part of committed Company Social Responsibility (CSR) AG has adopted a village, Jeetpura, Haryana. To provide basic necessities like drinking water, computer education, play ground etc \
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PRODUCTS
Today AG Industries is meeting the growing demands of the market with an impressive of range high quality plastic products. The company manufactures premium quality plastic moulded components which are used in various sectors like automotive, engineering and consumer durables sector. The components are manufactured as per demands and specifications provided by different companies and are in conformity with international standards. AG Industries strives hard for optimum customer satisfaction by constantly upgrading its product range.
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The primary data was collected directly from the respondents using data collection methods like survey interviews, questionnaires, direct observation or tabulation. Use of internet for primary data collection is still in its infancy. The primary research includes various stages namely: a. Brainstorming b. Designing of questionnaire c. Analysis of questionnaire d. Approval of questionnaire e. Field investigation f. Recording data and feedback
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These stages are explained below in detail: a. BRAINSTORMING The research team observed the requirements of the automobile manufacturer. Thus customer needs and the requirements were analysed. Thus after understanding the needs of the customers the research team brainstormed and prioritized the methodologies and structure of the research. As an outcome of brainstorming the project was assigned to many representatives to study the satisfaction of dealers and distributors of automobile manufacturer. b. DESIGNING OF THE QUESTIONNAIRE Thus according to the requirements of the clients the questionnaires were designed. These questions helped to extract the real picture and mindset of the dealers. The satisfaction study based questions has three different types namely the delight questions, dissatisfaction questions and the normal point rate ranking questions. There were other structured closed and open ended questions. These questions helped to understand the dealers knowledge in business policies, terms, advocacy, overall satisfaction, latest developments and suggestions. Questions to study the communication flow of the organisation were also prepared. Questions of advocacy, loyalty, reliability, and general feedback were also framed to understand the mindset of the dealers and distributors. The distribution channel of A.G.Industries has two parts namely the dealers and the service channel. A dealer set of questionnaire has four people to be interviewed. These people include owner of the dealership/ general manager of dealership, sales manager, service manager and spares manger. Thus there are two different sets of questionnaires for service channel. The people who were interviewed were the authorised service station owners/ service managers and the spares managers of service stations. The questionnaires were designed in a fashion that the questionnaire remains same with all the candidates but the attributes vary according to their levels in management.
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c. TEST OF QUESTIONNAIRE The overall structured questionnaire was analysed completely and was revised with slight modifications. The questionnaire was analysed by a team of researchers and quality analysts. Thus the designed samples were tested and design of the questionnaire was checked fool proof. d. APPROVAL OF THE QUESTIONNAIRE The structured questionnaire was matched with clients requirement and was approved for further field investigation by the client. The attributes and show cards were printed according to the requirement after the approval of the questionnaire. e. FIELD SURVEY This was done so that they can communicate and get the output without bias. This was counter method to reduce expenses as the preferred locations are usually native place. The investigation field plays an key role as the entire project was based on the results of the data recorded. This stage was an expensive stage as primary research data collection requires face to face interaction and time consuming process. The data collected were recorded and brought along with the questionnaire f.FIELD FINDINGS The needs and complaints of the customers were understood and recorded. Some of the field findings or observations which were found from the respondents across the field were listed below..... Biasness in responding to the questionnaires. Reluctance to respond to the questions. The data about the dealers were not updated. Difficult to fix appointments and to cover the target on time. Dealers were looking forward for prompt payment systems from the company Dealers were not satisfied with the availability of spare parts for old model vehicles were not available. Dealers were happy with the overall satisfaction with the automobile manufacture.
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The advocacy of the dealers to recommend to their friends was positive g. RECORDING DATA AND FEEDBACK The data which were collected from dealers were the intellectual property of A.G.Industries private limited. SAMPLE SIZE The project was done to understand the satisfaction level amongst the dealers and distributors of the leading automobile manufacturer. So a sample of SSS (Sales, service, and spares) and 5 dealers of ASS (Authorised service station) were taken as a sample. These sample size is taken from each state and the sample size varies according to the number of outlets particularly. SAMPLING PROCEDURE The list of dealers and the list of people whom to be met were provided by automobile company. From the list of dealers and distributors the sample was selected based on the number of vehicles sold and the turnover of the dealership. These dealers were dealing with the commercial vehicles of the automobile manufacturer. As the commercial vehicle generates more revenue for the manufacturer than the passenger vehicles, the dealer satisfaction study of commercial vehicles dealers were analysed.
2.ANALYSIS
The analysis was the next phase of the project where the collected data were analysed. The various analysis and interpretation which were found are illustrated below: The following analysis shows the most preferred attributes by management persons:
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100 90 80 70 60 50 40 30 20 10 0
% of importance
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18
19
20
21
2. SATISFACTION INDEX:
Degree of satisfaction
Degree of satisfaction
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60%
Degree of satisfaction
36%
Degree of Satisfaction
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Degree of Satisfaction
Degree of satisfaction
25
20%
yes no
80%
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20%
Yes No
80%
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The following interpretations were made from the above diagrams 1. The initiatives taken by the manufacturer in the last one year was to be known by all the people in dealership and service station. To check the communication the analysis was done. 2. The dealership owner and service station owner were well aware. 3. The service manager of dealership was not that aware the rest were well aware. 4. In many stations the managers were aware but initiatives were not implemented.
5. The training provided by the manufacturer for the workers were the satisfying factors for the dealers.
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4. LOYALTY
The following charts shows the loyalty of dealers
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31
Quite sure
Very likely
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INTERPRETATION LOYALTY
The loyalty of the dealer was also tested along with the satisfaction level. The dealers were asked about the continuation of dealership for the next five years and the data are interpreted. 1. The charts shows the loyalty amongst the managers expect the spares manager and rest all were found to be happy to continue. 2. The spares manager of authorized service station was also found to be not happy with the manufacturer relation. 3. It was found that the spares managers were dissatisfied with the availability of the spares on time from the manufacturer. The manufacturer should concentrate on the areas of spares.
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Agree
Strongly agree
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Degree Of Satisfaction
Degree Of Satisfaction
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20%
Degree O Satisfaction
6.RETURN ON INVESTMENT
The following charts shows the satisfaction level of the dealers on returns of their investments
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Return on Business
40% 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 30% 30%
% of Degree of Agreement
Return on Business
40% 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 30% 30%
% of Degree of Agreement
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Return on Business
50% 0.5 0.45 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0
Agree
Strongly agree
Return on Business
50% 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%
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Return on Business
40% 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 30% 30%
% of Degree Of Agreement
Strongly Disagree Neither Agree Strongly disagree agree agree nor disagree
Return on Business
50% 0.5 0.45 0.4 0.35 0.3 0.25 0.2 0.15 0.1 0.05 0
Agree
Strongly agree
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The dealers were analyzed on the basis of their business generation and revenue earned. The above charts show the satisfaction level. 1. The business revenue and business generated by the dealership were mostly found satisfied. 2. The owners were found satisfied even the spares generate a good return 3. The service area were found to be not so satisfied with the generation of business
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% of Degree Of Agreement
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% of Degree of Agreement
% Of Degree Of Agreement Strongly Disagree Neither Agree disagree agree nor disagree Strongly agree
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7.6 Relation and care of manufacturer Authorized service station Spares Manager
The following interpretation shows the relationship and care of manufacturer with the dealership owner and management staffs. 1. On the whole the relationship and care of the manufacturer was found to be good. 2. The relationship with the service department was found to be weak. 3. The manufacturer should concentrate on the relationship level and polices with the service department.
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1. Dealers expect more support from the manufacturer to improve the ambience of the showroom. 2. Payment of incentives within specified time frame. 3. The spares were always found to be inadequate. 4. The quantity of spares supplied to the dealers was found to be less than estimated. 5. The dealership looks for sales promotion activities from the manufacturer side.
These were some of the major suggestions and requests given by the dealers during interaction.
The following were the limitations of the project; The sample size on which data will be analyzed is very small. This is because, for a particular project, data will be collected from different places. However, the conclusions and recommendations drawn out of this project will be analyzed on the basis of data collected from only one field of survey. Biased data provided by the respondents due to time constraint and fear of response revelation to Tata Motors.
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RECOMMENDATIONS:
The following are some of the recommendations for the manufacturer to look upon. These are based on understanding and learning in the field, 1. Manufacturer should improve the availability of required models and spare parts which are of utmost priority to the dealers. 2. Dumping of vehicles and spare parts should be avoided which becomes the most annoying factor. 3. Complaints should be attended to at the earliest possible and correctly to mutual satisfaction. 4. Appropriate training on new products should be provided to concerned people. 5. It should be made sure that awareness of new initiatives taken is cent percent. 6. Manufacturer can help the dealers in managing the business thereby improving their rate of return on their investment.
Concentrating in these areas would definitely result in increased satisfaction, loyalty and advocacy of the existing dealers.
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CONCLUSION
After careful research study, it can be concluded that the overall satisfaction of the dealers and authorized service station owners were found to be above average. It can be further improved by concentrating in the area of spares department, payment and credit issues. Satisfying the dealers in all aspects is practically impossible. Thus the manufacturer is found to perform reasonably well in the industry which also gives it a prominent place in the automobile industry.
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REFERENCE:
www.agindus.com
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