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University of the Punjab Gujranwala Campus



SUZUKI GUJRANWALA MOTORS


Submitted To:
Prof. Dr. Ehsan Malik
Submitted By:

AbdulRehman BB09025
Session 2009-2013

Department of Business Administration



University of the Punjab
Gujranwala Campus
Date of submission: August 26, 2013


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University of the Punjab Gujranwala Campus

Executing Summary

Suzuki Gujranwala motor has successfully managed the operations of all departments. I would like to
highlight the sales, parts and service department's contribution by which the company has occupied a
distinctive position in the market. Being the only dealership in the Gujranwala region the company is
surrounding by intense competition but co-ordination of all departments and top management's
commitments proves the customers caring claims to in real sense. During my internship period, I
instigated the practice which I studied in my course and found so much relevance between the practical
scenario and theoretical rules. Suzuki Gujranwala motors emphasis on the standers which are set by the
business management sciences so the examples can be found in the operation of all departments
particularly in sales and customer care side.


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Acknowledgements

I would start this report by saying that ALLAH Almighty has graced me with enough energy to work in
this period and complete this report.
First Of All I would acknowledge my Parents who encouraged me to do (BBA).Their Prayers enable me
to complete this report.
I would really acknowledge my Teacher Mr. Yousaf Bajwa. Who provided me opportunity to work on
this report.
He really encourages me to complete this report in a very short period of time & provided me helpful
Material Regarding this project.

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University of the Punjab Gujranwala Campus



DEDI CATI ON


I would like to dedicate this report to my most dear
parents and respected teachers who guided me
through my studying carrier and still doing their
best for me. To be here in this institution at this
level, I am just because of my parents, especially
their training, guidance, love, affection and
motivation. I pray that I can serve my parents as
best as I can.



Parents Blessings are Our Most Valuable
Assets

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University of the Punjab Gujranwala Campus

Introduction of the Organization

Brief History: Pak Suzuki Motor Company Limited was formed as a joint venture between
Pakistan Automobile Corporation and Suzuki Motor Corporation (SMC) Japan.
The Company was incorporated as a public limited company in August 1983 and started
commercial operations in January 1984. The initial share holding of SMC was 12.5% which was
gradually increased to 73.09%.Pak Suzuki is pioneer in Automobile Business having the most
modern and the largest manufacturing facilities in Pakistan with an Annual production capacity
of 150,000 vehicles. The vehicles produced include cars, small vans, Pickups, Cargo vans and
Motorcycle. Pak Suzuki holds more than 50% Market Share.
Following the aggressive policy of Indigenization, Suzuki vehicles have a healthy local content
up to 72%. This was made possible by strong support of our vendors.
Pak Suzuki has the largest Dealers network offering 3S (Sales, Service and Spare Parts) facilities
across Pakistan. Caring for the Environment Pak Suzuki was pioneer in introduction of Factory
fitted CNG vehicles. Pak Suzuki always endeavors to go aggressively for the sound development
of the society by increasing motorization, industrialization and creating job opportunities thus
improving the peoples living standards with the combined efforts of all the dealers, vendors and
Pak Suzuki employees. Pak Suzuki is also exporting Suzuki Ravi pickup, Liana and components
to Bangladesh and Europe thus earning precious foreign exchange for the country.

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Present status of The Organization:
Suzuki the 1
st
in Pakistan, Pioneer in Pakistan automobile industry, largest dealership network,
highest market share, has become a household name.
Company increased its market share from 58% of last year to 62%.
Comparison with other units:
Pak Suzuki Motor Company Limited (PSMC) has witnessed a 35 per cent YoY growth to
70,162 units in 8MFY12 as against the sales of 52,067 units in the same period last year. Highest
growth was observed in the sales of Suzuki Swift of 86 per cent YoY to 4,500 units as against
2,420 units in the same period last year. Suzuki Cultus under the domain of 1000cc segment
witnessed a handsome 38 per cent YoY jump in its sales to 9,573 units in the comparison of
6,919 units in the same period last year, followed by Suzuki Alto whose sales also experienced a
massive 32 per cent growth to 9,854 units versus 7,438 units in the same period last year. Above
all, Suzuki Mehran and Suzuki Bolan both segments posted growth of 37 per cent YoY and 47
per cent YoY respectively.
Indus Motor Company Limited (INDU) witnessed a four per cent YoY growth in sales to
34,366 units in 8MFY12 as against 32,991 units in the same period last year. Hilux, under pick
up segment led the growth in sales of the company with a gigantic 88 per centYoY to 2,561units
as against 1,374 units in the same period last year. Toyota Corolla posted an upsurge in sales by
six per cent YoY to 29,040 units as against 27,423 units in the same period last year. Cuore
remained as the only segment of the company whose sales experienced a substantial decline of
34 per cent YoY to 2,765 units as against sales of 4,194 units in the same period last year.
Honda Atlas Cars Pakistan Limited (HCAR) has posted a biggest decline in its sales of 33 per
cent YoY to 7,024 units in 8MFY12 as against 10,444 units in the same period of previous year.
The plunge in the sales of the Honda cars was primarily because of the substantially lower sales
of its both brands Honda City and Civic. Sales of Honda Civic were decline by a massive 37 per
cent YoY to 2,781 units as against the sales of 4,446 units while sales of Honda City were lower
by 29 per cent YoY to 4,243 units as against 5,998 units in the same period last year. The main
reason behind the decline in the sales of was suspended operation from December 2011 to
February 2012 on the back of unavailability of the parts owing to floods in Thailand from where
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the company imports CKD kits.
As far as the market share is concerned, Pak Suzuki Motor Company leads the market with 63
per cent market share followed by Indus motor company and Honda Atlas Cars with 31 per cent
and 6 per cent market share in 8MFY12.
Comparison is showing that Pak Suzuki is going well than other automobile units.


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Vision
To be recognized as a leading organization that values Customers needs and provides motoring
solutions with strong customer care.



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Mission
Strive to market value packed vehicles that meet customers expectations.
Provide a platform where our stakeholders passionately contribute, invest and excel.
Make valuable contribution to Social development of Pakistan.
To provide automobile of international quality at competitive price.
To improve skills of valued employees by imparting training and inculcating in them a
sense of participation.
To achieve maximum indigenization and promote Pakistan's automobile vending
industry.

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Pak Suzuki Board
Category Names
Independent Director Wazir Ali khwaja
Executive Directs Mr. Hirofumi Nagao
Mr. Satoshi Ina
Mr. Hidekazu Terada
Mr. Jamil Ahmed
Mr. Mumtaz Ahmed Sheikh
Non-Executive Directors Mr. Kenichi Ayukawa

Suzuki Gujranwala Motorss Management


C.E.O(Owner)
Shehzaad
General Manager
NaseemUllah
Sales Manager
Ishtiaq Ali
Accounts Manager
Iftikhar
Service Manager
Jamil Doger
Director
Hammad
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Policy Formulation process-Meetings
All policies are made by Pak Suzuki, but C.E.O and Director and Mangers are full aware with
market they know how to deal with Gujranwala market. Therefore, they call a meeting in which
senior employees and all managers contribute and give their opinion about what policy,
procedure should be followed so, by discussing with each other they follow a complete
formulated policy.


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Number of Employees
There are 100 plus number of employees in the Suzuki Gujranwala motors and has set up four
departments which are as under
Sales department
Accounts department
Service department
Spare parts department
There are almost 100 plus numbers of employees in Suzuki Gujranwala Motors and has set up
four departments just like Sales department, Accounts department, service department and Auto
spare parts department. In sales department there are almost more than 15 employees work and
in accounts department there are almost 16 employees work or in service department there are
almost 60 employees work or in the spare parts department there are almost 15 employees work.
Job Description:
Most of employees hold MBA degrees especially the employees which are working at
Customer Care department and Sales Department.
Some employees doing MBA with their job Question arises Is MBA degree required???
Answer is probably yes because of Job assignments now take a view of Job assignments.
Sales Department: Communication skills, market eye, making PR
Customer care department: need computer expert because of most the works of this
department are related to computer, used CRM software
Accounts department: B.Com and M.Com required because its related accounts simple
Spare Parts department: Know to use DMIS software
Service department: Auto mechanics required
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Job assessment:
In most of the organization it is the duty of HRM to recruit employees, right man for right job.
Suzuki Gujranwala Motors has no HRM so, every department manager mostly recruit fro
employees.
Job Satisfaction: Employees are satisfied if we analyze Maslow hierarchy physiology, safety,
love, esteem and self actualization. We will see that Suzuki Gujranwala Motors is giving all this
factors to employees therefore Employees are satisfied.
Sales department: According to employees they are satisfied because members of sales
department feel they are like a family. They respect each other, can give time to their study
because of relax timing of organization.
Service department: Employees are satisfied because they are applying their skills.
Customer Care department: Employees are satisfied because they feel that we are who making
organization relation with customer.
Simply we can say all employees are satisfied due to good environment of organization and
skilled managers.




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Integrated Management Policy
Pak Suzuki is built on the idea of a responsible corporate citizenship thereby managing
quality, environmental, safety & occupational health matters as an integral part of our
business. In fulfilling this responsibility Pak Suzuki adheres to the following fundamental
principles:
1. We are committed to provide top quality products at competitive price to the
satisfaction and requirement of our customers.
2. We conduct our operations in compliance with applicable environmental, occupational
health & safety laws and regulations. Even where existing laws & regulations are not
adequate we undertake to operate in a responsible manner by assuring the HS&E
integrity of our processes and facilities.
3. We recognize the interrelationship between energy and the environment, and we
promote the efficient use of energy throughout our system.
4. We ensure safe disposal of waste generated from our facility and will minimize the
discharge of waste materials into the environment by utilizing responsible pollution
control practices.
5. We will continuously seek opportunities to improve our adherence to these principles.


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Organizational Hierarchy





Display of
Products
Sales
department
Customer care
department
Accounts
department
Service
departmant
Sapre parts
depertment
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Products Display Image

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Sales Department





Sales
Manager
Ishtiaq Ali
Sales
promotion
offiers
Muzammil Khurram Suhaib
and others
SPOs.
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Sales promotion officers

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Service Department




Service
Manager
Jameel Dogar
others
technician
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Service Manager Himself Checking Car











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Sales Department
Sale department deals in new and used vehicles. They maintain the stock of cars in the
showroom and entertain every customer who is interesting in buying and selling the Suzuki
vehicles. Another department which is not the part of sale department but it is situated in sale
department is IT department, because the designation of IT coordinator and (CCM) Customer
Care Manger hold the same person, IT coordinator is responsible of any trouble shooting,
networking related issues and Software problems. (DMIS) Dealer Management Information
System and (CRM) Customer Relation Management are softwares, used in the Suzuki
Gujranwala Motors.

Structure of sales department:
There are 10 numbers of employees, working in the sale department. There are two types of
clients who enter in this department.
i. Cash Customers
ii. Through Financial Institutions like banks.
The customers are dealt by the Sales Promotion Officers who treat them politely and answers the
customers quires and provide them complete information about price, availability of vehicles,
color choice, document etc.

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Functions of Sales Department:
Suzuki Gujranwala Motors have set very straight and simple methodology for clients. Five Sales
Promotion Officers are always available on Front Desk for the assistance of clients.
Sales Return procedure is unified for every dealership. Company has set parameters in which
sales return or warranty claims are entertained and company can be held responsible for any
claim if the defect is found in 40,000 km or 2 Years of use.



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Accounts Department

Account department is managed by an account manger (Ifthikhaar) who is responsible for
making all the financial reports for a specified time. This department also holds the responsibility
of preparing the payroll of all employees. These all activities are performed by DMIS.

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Service Department
Service department is the busiest department in the Suzuki Gujranwala Motors, which not only
provide service but also advice the drivers/owners of the vehicle for long lasting performance
and peace of mind. For the purpose of providing quality and assurance services, the company has
set a big work shop and has latest and upgraded equipment for maintenance.


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Service Department Front


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Checking Car for Service



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Customer Service Department
Dealership is so conscious in customer related matters and Customer Care Managers remain very
Close to customer and handles any problem wisely. The clients who are served by the dealership
are called by soon after 72 hours by Customer Care Manager and asked about any inconvenience
faced. If there is any complaint from clients, first it is resolved and customers are assured then
the cause of complaint is found. Having gone through the process, Customer Care Manager
presents report to the General Manager who ensures that the sailing is smooth and the
satisfaction of customer is achieved. This is a fast mechanism for managing and scheduling
follow-up sales call to assess post-purchase cognitive dissonance, repurchase probabilities,
repurchase times and visit frequencies. It is clear mentioned on the entrance of every department
that In case of any inconvenience please free to contact Customer Care Manager and contact
number is also given.
In this way customers are encouraged to keep long lasting relationship with dealership became a
loyal customer, because retaining of customer is far more difficult than to acquire a new one.
The customer are different in nature, their needs are different in this matter the employees of
Suzuki Gujranwala Motors are taught few guidelines to handle the customers.
They never leave the courtesy because it is key to success.
They always give preferences to customers view of point and opinions.
Customer Care Manager continuously looks for the ways to help and improve
relationship with customers. He works actively and keep an eyes on the problem faced by
the customers

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Responsibilities of Customer Relation Officer

CRO is responsible for overall implementation of customer care activities which should
result in building life long relationship with customer. The purpose is to achieve the
objectives of Recommend, Revisit and Repurchase.
Main jobs in this regard are as follows.
1. Handling of customer complaints
2. Repeat jobs analysis and countermeasure
3. Post service follow-up and analysis
4. Handling of service feedback card and deciding counter measure along with management
5. Care of customers at waiting area
6. Implement SAP(new vehicle delivery) in coordination with sales staff
7. Supervision of system for courtesy call after repair
8. Supervision of system for timely follow-up for next due maintenance by sending follow-
up letters
9. Attending the special customers vehicle (Repeat job), supervise the required jobs.


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Auto Spare Parts Department

This department is working specially for the assistance of service department by
providing the required spare parts on the request of technicians. Its also maintains,
updates the inventory and further order to replenish the stock in the store using DMIS.
Suzuki Gujranwala Motor's structure is specific, classified, has group the job in
departments efficiently which comes in the departmentalization. Each department
performs its function that reflects the organization's purpose and work.



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Parts Used When There is Problem




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SGP (Suzuki Genuine Parts)


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Spare Parts at Shelves



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What are Suzuki Genuine Parts?

Real Suzuki's are made from Genuine Parts
Every Suzuki vehicle is composed of 20,000 to 30,000 Genuine Parts. They have the
optimal design and specifications tailored for the specific vehicle type and model. Every
part has passed Suzukis rigorous test standards for performance, quality durability,
safety and comfort.
We recommend you that you choose Suzuki Genuine Parts, when you need to repair
your vehicle or replace consumable parts such as brake pads, air filters, etc. Each
Genuine Parts is the perfect match for your Suzuki vehicle.
By choosing Suzuki Genuine Parts and Services, you can maintain your Suzuki in
Top condition at all times.


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Genuine Parts Image




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Suzuki Gujranwala Motors Clients and Competitors:

Main Clients

The following are the list of main clients of Suzuki Gujranwala Motors.

Banks
Corporate Clients
Pepsi
Master tiles and Sanitary Fittings

Major competitors of the organization:

The following is the list of man Competitors of Pak Suzuki Motors.

Toyota Motors
Imported Vehicle Companies
Honda


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Nature of the Organization

Pak Suzuki Motor Company is a Pakistani subsidiary of Japanese automaker Suzuki Motor
Corporation. It is the Pakistani assembler and distributor of cars manufactured by Suzuki and its
subsidiaries and foreign divisions
"Suzuki" is pronounced in Japanese as "soo-zoo-kee" /suzuki/, with emphasis on a high "kee". It
is almost always pronounced in English as "suh-ZOO-kee" /szuki/, with a stressed "zoo". This
pronunciation is used by the English-speaking public and by the Suzuki Company in marketing
campaigns directed towards this demographic.


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Product line
Automobile:
Swift (1328CC)
Liana (1328)
Cultus(1000CC)
Mehran (800CC)
APV CBU (1500CC)
Jimmy 4 X 4 CBU (1328CC)
Bolan Van (800CC)
Cargo van (800CC)
Ravi Pickup (800CC)
Motorcycle:
Suzuki Raider 110cc
Suzuki New Sprinter Eco 110cc
Sprinter
Suzuki GS 150cc ultimate Power with 5-speed and electric start
Pak Suzuki has adopted the product brand strategy in which one particular name is assigned to
one particular product which reflects just one positioning and hence is restricted to that
positioning. In other words for each new positioning there is a new brand name and different
positions.
Take the example of Mehran Car, a particular name is given which is positioned for the low
income level customers and its feature of fuel efficiency differentiates it from the cultus car
which is famous for luxurious.


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Suzuki CULTUS
Suzuki CULTUS Features:
5 Speed All Synchromesh Transmission
993cc, 4-Cylinder, New G10B 16Valve EFi Engine with Electronic Fuel Injected System
McPherson Strut with Coil Spring Independent Front Suspension
Strut & Coil Spring Independent Rear Suspension
Rack & Pinion Steering System
40L Fuel Tank Capacity
Heater
Air Conditioner
Tachometer
MP3/CD Player & Tuner
Childproof Rear Door Locks
Sunvisor both sides
Coloured bumpers
Blue Tinted Head Lamps



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Specifications:
Overall Length (mm) 3845
Overall Width(mm) 1590
Overall Height (mm) 1380
Kerb Weight (kg) 650
Seating capacity (person) 5
No of Doors 5
Wheels and Tyres
Wheel Type Steel
Wheel Size 13 inch
Tiers 155/80 R 13 78S
Transmission
Transmission Type Manual
Gears/Speeds 5-speed Al
Engine
Displacement cc 997
Engin Power (PS@rpm) 60.35 [60.20] @ 6,000
Torque (Nm@rpm) 78[7.8] @ 4,500
Valve Mechanism
Compression Ratio 9.3 : 1
No of Cylinders (cylinder) 4
Cylinder Configuration N/A
Valves per Cylender (value) N/A
Fuel Type Petrol
Fuel System EURO II
Capacities
Seating Capacity (person) 5
Fuel Tank Capacity (liter) 40 L
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Suzuki APV
Suzuki APV Features
G15A, 4 Cylinder, 16-Valve, Euro-2 Compliant Engine for improved fuel efficiency
5 Speed Manual Transmission
Multi Point Fuel Injection System
Integrated Module type/CD with MP3
Revised Rear Suspension for smooth Ride
Rack & Pinion Steering System
Manual Air Conditioner
Low Fuel Warning Lamp
Available in Solid White, Silky Silver and Graphite Grey Colors
8 Persons Seating Capacity
46 Liters Fuel Tank Capacity

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Specifications:
Model name APV
Body Type Multi Purpose Vehicle
Van
Engine Petrol
1.5L 1.6L
Drive system 2WD
Number of doors 5
DIMENSIONS
Overall length mm 4,155-4,230
Overall width mm 1,655
Overall height mm 1,860-1,880
Wheelbase mm 2,625
Tread Front/Rear mm 1,435/1,435
Minimum turning radius m 4.9
Minimum ground clearance mm 180-190
CAPACITIES
Seating capacity persons 2/7/8
Fuel tank capacity litres 46
ENGINE
Type G15A (1,493) G16A (1,590)
Valve arrangement SOHC-16V SOHC-16V
Maximum output kW/rpm 67-68/6,000 68.0/5,750
Maximum torque N
m/rpm
122-126/3,000 127/4,500
Fuel distribution Multipoint injection
TRANSMISSION
type 5MT/4AT
CHASSIS
Brakes(Front) Ventilated disc
Brakes(Rear) Drum, leading & trailing
Suspension(Front) MacPherson strut & coil spring
Suspension(Rear) Rigid axle with leaf spring/3-link rigid axle
with coil spring
Tyres 185/80R14
185R14C
WEIGHT
Kerb weight M/T (min.)/(with full
options)
kg 1,140-1,340
Kerb weight A/T (min.)/(with full
options)
kg 1,300-1,340
Gross vehicle weight kg 1,950

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Suzuki SWIFT
Suzuki Swift Features
16-Valve, 4-Cylinder, M13A Engine
Five-Speed Manual and 4 Speed Automatic Transmission
Multipoint Fuel Injection System
Rack & Pinion Steering System
Ventilated Disk Brake System
CD + AM/FM tuner with USB socket
Easy-to-read Tachometer
Sporty Three Spoke Steering
Silver Chromed Door Handle
Removable rear-seat Ash Tray
Superior-quality Seat Fabric
Chromed Front Grille
Halogen Headlights
Matching Power Side Mirrors
Alloy Rims
Front Fog Lamps
Low wind Noise
High Damping Efficiency
Electronic Power Steering
Four-Wheel ABS (antilock braking system) with EBD (electronic brake-force distribution)
Keyless Entry with answerback function and an immobilizer system
Fuel Consumption gauge
5 persons Seating Capacity
Fuel Tank capacity of 43 Litres


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Specifications
Model name Swift
Body Type Hatchback
Engine Petrol Diesel
1.2L VVT 1.3L DDiS
Drive system 2WD 4WD 2WD
Number of doors 3 / 5 5 3 / 5

Overall length mm 3,850
Overall width mm 1,695
Overall height mm 1,510 1,535 1,510
Wheelbase mm 2,430
Tread Front mm 1,490 (15inch) / 1,480 (16inch)
Rear mm 1,495 (15inch) / 1,485 (16inch)
Minimum turning
radius
m 5.2
Minimum ground
clearance
mm 140

Seating capacity persons 4 (3-door)
5 (5-door)
5 (5-door) 4 (3-door)
5 (5-door)
Fuel tank capacity litres 42 40 42

Type K12B (1,242) D13A (1,248)
Valve arrangement DOHC-16V DOHC-16V
Maximum output kW /
rpm
69 / 6,000 55 / 4,000
Maximum torque
Nm /
rpm
118 / 4,800 190 / 1,750
Fuel distribution Multipoint injection Direct injection

Type 5MT / 4AT 5MT 5MT

Brakes (Front) Ventilated disc
Brakes (Rear) Drum, leading &
trailing / Disc
Disc Drum, leading &
trailing / Disc
Suspension (Front) MacPherson strut with coil spring
Suspension (Rear) Torsion beam with coil spring
Tyres 175 / 65R15
185 / 55R16
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Kerb weight M / T (min.) /
(with full options)
kg 3D : 945 / 1,005
5D : 960 / 1,020
5D : 1,035 /
1,085
3D : 1,050 /
1,110
5D : 1,065 /
1,125
Kerb weight A / T (min.) /
(with full options)
kg 3D : 975 / 1,025
5D : 990 / 1,040
- -
Gross vehicle weight kg 1,480 1,560 1,560



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Suzuki LIANA
Suzuki Liana Features
Roomy & Comfortable Cabin
Rich-textured bright interior
MP3 CD Player
Tachometer
Sparkling Rear Combination Lamp
Stylish Chrome Grille
Crystal Head Lamps
Full wheel caps
5 Speed Manual Transmission
4 Cylinders
Keyless entry with answerback and immobilizer
Spacious Luggage Space (CNG)
Optimized cylinder capacity of 60 L CNG
Hassle-free side-by-side CNG/petrol filling layout
Multi Point Fuel Injection System
5 Persons Seating Capacity
Fuel Tank Capacity 50 Liters (Petrol)
Power Windows
Power Steering


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Specification:
Dimensions and Weights
Overall Length (mm) 4350
Overall Width (mm) 1690
Overall Height (mm) 1545
Wheel Base (mm) 2480
Ground Clearance (mm)
Boot Space (liter)
Kerb Weight (kg)
No of Doors
Steering
Steering Type Rack and p
Power Assisted
Minimum Turning Radius (meter)
Fuel Economy
Mileage Highway (km/liter)
Mileage City (km/liter)
Mileage Overall (km/liter)
Wheels and Tires
Wheel Type Steel
Wheel Size
Tyres 185/65 R14
Transmission
Transmission Type Manual
Engine
Displacement cc 1328
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Engin Power (PS@rpm)
Torque (Nm@rpm)
Valve Mechanism
Compression Ratio
No of Cylinders (cylinder) 4
Cylinder Configuration
Valves per Cylender (value)
Fuel System
Capacities
Seating Capacity (person) 5
Fuel Tank Capacity (liter) 50L
Suspensions
Front Suspension McPherson strut and coil spring
Rear Suspension Strut coil spring
Brakes
Front Brakes Ventilated Discs
Rear Brakes Leading and trailing drums


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Suzuki MEHRAN
Suzuki Mehran Features:
OHC & EFi Engine
4 Forward, 1 Reverse Transmission
Rack & Pinion Steering System
Air Conditioning (VXR)
Matching door trim & seat fabric
New Front Grille
Blue Tinted Head Lights
New Hard top roof
Full Wheel Caps
Rear Door Child Locks
5 Persons Seating Capacity
30L Fuel Tank Capacity





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Specification:
Dimensions and Weights
Overall Length (mm) 3300
Overall Width (mm) 1405
Overall Height (mm) 1410
Wheel Base (mm) 2175
Ground Clearance (mm) N/A
Boot Space (liter) N/A
Kerb Weight (kg) N/A
No of Doors 5
Steering
Steering Type Rack and P
Power Assisted N/A
Minimum Turning Radius (meter) 4.4m
Fuel Economy
Mileage Highway (km/liter) N/A
Mileage City (km/liter) N/A
Mileage Overall (km/liter) N/A
Wheels and Tires
Wheel Type Steel
Wheel Size 12 inch
Tires 145 / 70 SR 12
Transmission
Transmission Type Manual
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Gears/Speeds 4-forward

Engine
Displacement cc 796
Engin Power (PS@rpm) 39.5/5500
Torque (Nm@rpm) 59/3000
Valve Mechanism N/A
Compression Ratio N/A
No of Cylinders (cylinder) 3
No of Cylinders (cylinder) 3
Cylinder Configuration In-Line
Valves per Cylender (value) N/A
Fuel Type Petrol
Fuel System OHC,4-stroke cycle, water-cooled
Capacities
Seating Capacity (person) 5
Fuel Tank Capacity (liter) 30Litres
Suspensions
Front Suspension Strut coil spring
Rear Suspension Leaf Spring
Brakes
Front Brakes Disc
Rear Brakes Drum

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Suzuki JIMNY
Suzuki Jimny Features:
4-Cylinder,16 Valves Engine
1328cc Piston displacement
5 Manual Transmission
Power Windows
Anti Lock Braking System
MPI Fuel distribution
Green tinted glass Windows
Manual Air Conditioning
Recirculation Ball Steering
LED Speedometer with fuel warning indicator
3 Link Rigid and Coil Springs Front and Rear Suspension
Immobilizers, Key Reminder, Front and Rear Seat belts, Light-off Reminder
40 liters Fuel Tank Capacity
4 Persons Seating Capacity


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Specifications:
Engine Petrol
1.3L(*2) 1.3L VVT
Drive system Part-time 4WD
Transmission 5MT 4AT 5MT 4AT
Steering LHD/RHD
Number of doors 3
DIMENSIONS
Overall length Front bumper to rear bamper (*1) mm 3,545
Front bumper to spare type mm 3,675
Front bumper to spare wheel cover mm 3,695
Overall width mm 1,600
Overall height Without roof rails mm 1,670
With roof rails mm 1,705
Wheelbase mm 2,250
Tread Front mm 1,355
Rear mm 1,365
Minimum turning radius (*1) m 4.9
Minimum ground clearance mm 190
Approach angle deg. 34
Ramp breakover angle deg. 31
Departure angle deg. 46
CAPACITIES
Seating capacity persons 4
Luggage capacity (*1) Max volume litres 816
Rear seatback folded
(VDA method)
litres 324
Rear seatback raised
(VDA method)
litres 113
Fuel tank capacity litres 40
ENGINE
Type M13A
Number of cylinders 4
Number of valves 16
Pisiton displacement cm
3
1,328
Bore x stroke mm 78.0 x 69.5
Compression raito 9.5
Maximum output kW/rpm 60/5,500 62.5/6,000
Maximum torque Nm/rpm 110/4,500 110/4,100
Fuel distribution Multipoint injection
TRANSMISSION
Type 5MT 4AT 5MT 4AT
Gear raito 1st 4.425 2.875 4.425 2.875
2nd 2.304 1.568 2.304 1.568
3rd 1.674 1.000 1.674 1.000
4th 1.190 0.696 1.190 0.696
5th 1.000 - 1.000 -
Reverse 5.151 2.300 5.151 2.300
Final gear ratio 3.416 4.090 4.300 4.090
Transfer gear ratio High 1.320 1.320 1.000 1.320
Low 2.643 2.643 2.002 2.643
CHASSIS
Steering Recirculating ball
Brakes Front Disc
Rear Drum, leading and trailing
Suspension Front 3-link rigid axle with coil spring
Rear 3-link rigid axle with coil spring
Tyres 205/70R15
WEIGHTS
Gross vehicle weight kg 1,420
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Suzuki BOLAN
Suzuki Bolan Features:
New EFi, Water Cooled OHC Engine
4-Forward All Synchromesh, 1 reverse Transmission
Newly design instrument panel with New 4 spoke steering
Extended bumper
Solid White, Silky Silver, Pearl Red and Metallic Colors
Front and Rear Suspension
2.5 Liters Engine Oil Capacity
36 Liters Fuel Tank Capacity
5 Persons Seating Capacity




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Specifications
Dimensions and Weights
Overall Length (mm) 3255
Overall Width (mm) 1395
Overall Height (mm) 1845
Wheel Base (mm) 1840
Ground Clearance (mm) N/A
Boot Space (liter) N/A
Kerb Weight (kg) N/A
No of Doors 4
Steering
Steering Type N/A
Power Assisted N/A
Minimum Turning Radius (meter) N/A
Fuel Economy
Mileage Highway (km/liter) N/A
Mileage City (km/liter) N/A
Mileage Overall (km/liter) N/A
Wheels and Tyres
Wheel Type Steel
Wheel Size N/A
Tyres
Transmission
Transmission Type Manual
Gears/Speeds 4 forward
Engine
Displacement cc 796
Engin Power (PS@rpm) N/A
Torque (Nm@rpm) N/A
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Valve Mechanism N/A
Compression Ratio N/A
No of Cylinders (cylinder) 3
Cylinder Configuration N/A
Valves per Cylender (value) N/A
Fuel Type Petrol
Fuel System N/A
Capacities
Seating Capacity (person) 5
Fuel Tank Capacity (liter) 36 L
Suspensions
Front Suspension Strut
Rear Suspension Leaf Spring



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Suzuki RAVI
Suzuki Ravi Features:
4- Forward all synchromesh, 1 Reverse Transmission
New EFi Powerful, Water-cooled, OHC Engine
Newly Designed 4 Spoke Steering/Instrument Panel
Strut Front Suspension
Leaf Spring Rear Suspension
36 Liters Fuel Tank Capacity
600 Kg Loading Capacity
Available Colors: Pearl Red, Silk Silver and Solid White
2 Persons Seating Capacity



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(All Product Prices)

SWIFT --- Price Including Sales Tax w.e.f. June 13th, 2013
The European inspired exterior gives Swift a distinctive look. A unique stylish and
design t hat t ur ns a head wher e you go. The s pi r i t ed engine makes for
exhilarating drive and gives you ultimate freedom where the road takes you.
Colors:
Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

Identification Price
Swift Auto Navi Rs. 1,446,000/
Swift Automatic Rs. 1,398,000/-
Swift 1.3 DLX Navi Rs. 1,310,000/-
Swift 1.3 DLX Rs. 1,262,000/-
Swift 1.3 DX Rs. 1,181,000/-
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LIANA VURV --- Price Including Sales Tax w.e.f. June 13th, 2013
The Suzuki Liana available in 1300 cc manual t r a n s m i s s i o n a n d
1 6 0 0 c c a u t o m a t i c transmission takes you out of ordinary and into t he r eal m.
Li ana i s ent i r el y di f f er ent car , i t s style, dimension and comfort will inspire you
to see every day as an open door to a new age.
Colors:
Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue

Identification Price
Liana 1.3L RXI MT Rs. 1,465,000/-
Liana 1.3L RXI MT CNG Rs. 1,544,000/-
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CULTUS --- Price Including Sales Tax w.e.f. June 13th, 2013
CULTUS is the blend of space and craft. I t s t r i m b o d y C o n c e a l s a m p l e
s p a c e & f l e x i b i l i t y f o r b o t h p a s s e n g e r a n d s t o r a g e . CULTUS ensures
everyone, exceptional Value and quality.
Colors:
Pearl Red, Graphite Grey, Solid white, Indigo, Silky Silver, Aqua Blue, Eminent Blue
Identification Price
Cultus VXRi E2 Rs. 10,14,000/- *

Note : * Add Rs. 5000/- for the Metallic Color


MEHRAN --- Price Including Sales Tax w.e.f. June 13th, 2013
U n r i v a l l e d i n i t s c l a s s , M E H R A N i s Paki s t an s l ar ges t
s el l i ng car . Mor e s mar t f eat ur es l i ke head t ur ni ng l amp, mat chi ng f r ont
gr i l l and a t wo s poke s t eer i ng wheel gives it the tidy look. Functional
economy, p e a k p e r f o r m a n c e o r u n m a t c h e d f u e l efficiency,
MEHRAN VXR is the leader.
Colors
: P e a r l R e d , G r a p h i t e G r e y , S o l i d white, Silky Silver, Eminent Blue
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Identification Price
Mehran VX Euro2 Rs. 600,000/- *
Mehran VXR (Petrol) Euro2 Rs. 658,000/- *


Note : * Add Rs. 5000/- for the Metallic Color


APV --- Price Including Sales Tax w.e.f. June 13th, 2013
AP V 1 5 0 0 c c ( I mp o r t e d ) T h e Ne w AP V gi ves you ever yt hi ng you ever
want ed i n your vehicle. Spacious interior for comfort, tough engine to carry large
loads and plenty o f r o o m f o r p a s s e n g e r s t o e n j o y
c omfortable day long ride.
Colors:
P e a r l Re d , Gr a p h i t e Gr e y , S o l i d wh i t e , I n d i g o , S i l k y S i l v e r , Aq u a
Bl u e , Eminent Blue
Identification Price
APV 1.5L Rs. 23,18,000/-
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JIMNY --- Price Including Sales Tax w.e.f.June 13th, 2013
J I MN Y 4 X 4 J E E P 1 3 0 0 c c ( I m p o r t e d ) St eady, s t ur dy and s mar t ,
Suzuki J I MNYwith new wide tread brings you the ultimate pleasure of a real 4-wheel
drive. It has got all t h e s p o r t i n g s p i r i t t o g o a l o n g
f o r adventurous free souls.
Colors:
Solid white, Silky Silver
Identification Price
Jimny JLSX M/T Rs. 2,142,000/-
Jimny JLDX M/T Rs. 2,293,000/-
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BOLAN VAN --- Price Including Sales Tax w.e.f. June 13th, 2013
Identification Price
Bolan Cargo Euro 2 Rs. 6,56,000/- *
Bolan Van SV308 (petrol) Rs. 680,000/- *

Note : * Add Rs. 5000/- for the Metallic Color




RAVI PICKUP --- Price Including Sales Tax w.e.f. June 13th, 2013
Identification Price
Ravi VX Rs. 627,000/- *

Note : * Add Rs. 5000/- for the Metallic Color



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1- Counting for Delivery Period would start from the date of receipt of full payment at
Pak Suzuki Motor Co. Ltd.
2- Above price are subject to change without notice and price/s prevailing at the time
of delivery of the vehicle/s, will apply.
3- Please book your order/s after confirming current price/s and delivery period/s.


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Success and Failure
Without the talk of successful product and failure product of Pak Suzuki the work will
incomplete. We all know Mehran is very successful product of Suzuki from many years but now-
a-days Swift is also a successful product of Suzuki.
You can see Swift any part of Pakistan, before crossing a road many Swift cars take over you.
I thought, I should talk about Swift but remember there is another product of Suzuki is Liana but
Liana is a failed product.
So, I want to talk about Swift and Liana especially.


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SWIFT
Suzuki Swift is a well-known brand of Suzuki. The Market of Swift has expanded in various
parts of the world like Australasia, Europe, India (Maruti Suzuki) and North America. From the
initial time of production to current period Swift has passed through various technical and
mechanical changes.
With success stories in countries across the globe, the new Suzuki Swift has embarked its
journey in Pakistan. From the very beginning of the new Swifts development programme, a
dedicated team of Suzuki designers and engineers collaborated extensively with automotive
professionals and motoring enthusiasts in pursuit of Suzukis best compact car ever.
Suzuki on track of its radical programme of innovation, to reaffirm and strengthen Suzukis
position as a leader and innovator in compact car segment and to yield vehicles that embody
unique position of company being market leader in automobile industry.
In pursuit of this and satisfying market need of a compact car with latest technology which also
meets international mark; Suzuki Engineers went into relentless effort to come up with new
Suzuki Swift and modify it according to the needs and requirement of Pakistani customer. New
Suzuki Swift has short yet impeccable history of Success, rewards and accolades.
With Car of the year awards in Australia and New Zealand, Asian countries like Japan, China
and India and European countries such as Belgium, Spain, Ireland and United Kingdom; and
marked century of awards in other criteria, new Suzuki Swift is continuing its journey of success
in Pakistani Market.
The current generation of Swift is third generation which has introduced in 2010 and currently
continuing its production in Pakistan. Interior and exterior configuration is very good, 4 cylinder
engine working extremely fast with six speed manual transmission. 18-inch wheels, the car now
features a large rear wing, new headlights and rear lighting clusters. Are great addition in its
specifications and features.

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LIANA
The new imported model of Pak Suzuki Liana 1300cc (petrol) car has been unable to achieve the
popularity level among car lovers in Pakistan as the company expected before its import, a
company source told the Daily Times here on Thursday.

The source said: "The sales of Liana vehicle have dropped by over 20-25 percent in the first
quarter of the current fiscal year, but the demand for its CNG model is on the rise."

"The marketing department of the company have said that the top management of Pak Suzuki
has failed to market Liana (petrol) in Pakistan," the official claimed. "Around 1000-1200 Liana
cars (petrol) are ready to sell and parked at the Suzuki company, but people are not showing
interest," he added. A dealer said the company has started converting the Liana petrol car into the
CNG as the CNG vehicle is being sold at on-money of Rs 20,000-Rs 35,000.

In the beginning of this calendar year, Suzuki Company launched Liana in Pakistan, but it has
been importing this car since 2005. The Suzuki Co launched it to compete with Toyota's 1300
power engine and Honda Civic being manufactured or imported by Indus Motor Company and
Honda Atlas Car Company. Car dealers are also importing five-year-old vehicles of Toyota
under the luggage and gift schemes.

Before introducing Liana 1300 cars, the company has completely vanished its most popular
brand Suzuki Balleno, whose demand was up throughout the country. The demand for old
Balleno car is still moving up in the second-hand car markets.

Pak Suzuki is now manufacturing most popular brands of Suzuki Mehran, Cultus, Alto cars and
Suzuki High Roof (Bolan) in Pakistan. The company is likely to achieve its production target of
115,000 vehicles.

According to market sources, the company has booking for four months for Suzuki Mehran, six
months for Suzuki Cultus and Alto and Bolan. The demand for Suzuki Mehran is much higher in
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the country and the company is producing around 150-175 Mehran units per day.

Market experts said that there is demand for 350-400 units per day of Suzuki vehicles throughout
the country, but its production target is not above 300-325 units per day. According to latest
statistics, auto assemblers sold 40,800 cars in the first quarter 2006-07 as compared with 36,200
units in the same period of last year, representing a 10.5 percent growth. Moreover, total car
production soared by 12.8 percent from 36,200 units in July-Sept 2005-06 to 40,000 units in
July-Sept 2006-07.

Pak Suzuki, the largest car producer in the country, sold 22,200 units in July-Sept period, a 16.4
percent increase compared with 19,100 units in the same period of last year. The company sold
8,500 units of its Mehran model, which indicates a 2.7 percent decline as compared with 8,700
units in the first quarter 2005-06. Suzuki Alto's sales, that make up a huge portion of the overall
car sales, rose by 58.7 percent from 3,400 units to 5,400 units in the first quarter of 2006-07. On
the other hand, Suzuki Cultus also showed a phenomenal growth of 25.5 percent from 5,000
units in the first quarter 2005-06 to 6,200 units in the first quarter of 2006-07.

Car sales of Indus Motors improved by 61.1 percent from 7,600 units in July-Sept 2005-06 to
12,300 units in July-Sept 2006-07. Among the total sales, Corolla sales were up by 57.4 percent
from 5,700 units in the first quarter of 2005-06 to 9,000 units in the first quarter 2006-07 while
Cuore's sales also improved by 72 percent to 3,300 units from 1,900 units in July-September
2005.

Santro, a Dewan Farooque Motor variety, sales have fallen by 32.2 percent from 1,400 units to
900 units in July-September 2006. Besides DFML, different varieties of Honda have shown a
significant decline in the first quarter this year.

Total car sales of Honda Atlas declined by 43.3 percent from 8,200 units to 4,600 units in this
quarter. Honda Civic sales have dropped by 55.6 percent from 3,600 to 1,300 units in the first
quarter of this year. City's sales also fell by 33.5 percent in July-Sept 2006, from 4,600 units in
the first quarter of 2005-06 to 3,000 units in the first quarter of 2006-07. The market share of Pak
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Suzuki for locally-assembled cars improved from 52.6 percent to 55.4 percent. The total market
share of Honda Atlas Cars fell from 22.6 percent to 11.6 percent.

SWFIT LIANA
PKR 1,262,000 PKR 1,461,000
Sale + Sale less


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Marketing Mix
Marketing mix is another name of 4ps
Product
Price
Place (Distribution)
Promotion
I have already explained about product, products features and their in this portion
I will discuss about Suzuki Gujranwala Motors Marketing Mix strategies.


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Product/Service Mix
Pak Suzuki has two types of products automobile and bikes, Suzuki Gujranwala Motors only
work for automobile, but due to strong competition Suzuki Gujranwala Motors has started to
keep bikes also in its dealership.

Spare parts department and service department of Suzuki Gujranwala Motors also included in
product (service), Spare parts produce more profit than new cars because a person not purchase
car monthly or weekly but clients come at Suzuki Gujranwala Motors for Car service or
replacing spare parts.
Suzuki Gujranwala Motors is using strategy to satisfy customer by better servicing.
Therefore Suzuki Gujranwala Motors offers first two services free for clients. These services are
called FFI (First Free Inspection) and SFI (Second Free Inspection).

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Analysis of Company sales
Pak Suzuki has distributed dealership grade according to their sales and give target to dealership
because Suzuki Gujranwala Motors come under Grade A.
Target Given by Pak Suzuki

Semi Annually 600
Annually 1200

Suzuki Gujranwala Motors Sale Volume

Monthly 80 to 110

Sami Annually 600

Annually sale 1200
Approximately Suzuki Gujranwala Motors is achieving the target since last 10 year thats why
our organization is one of the best organizations over all networks
The margin of dealer given by the company 2 % per vehicle


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How to achieve the Target
High Qualified sales team

Attract the customer on front desk

Facilitate the customer by leasing

Exchange program

Marketing staff for market Visit ( Industrial Visit )

Banks Visits

Increase the sale volume by using 5R technique

Respect

Responsibility

Responsiveness

Rice

Rejoice



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Pricing Strategy
All prices of Suzuki vehicles are decided by the Head Office (Pak Suzuki Motor co. Ltd.). All
dealers in Pakistan are bound to deal in the given price. Dealers can neither increase nor decrease
and set any pricing strategy on its own. The following is the price list of Suzuki vehicles.
The prices are quoted in Pakistani currency are inclusive of Taxes and Duties Ex-Bin Qasim
plant based on Current rates. However if new Taxes/Duties are levied and rates of existing
Taxes/Duties structure are revised by the Government of Pakistan, the impact of such
levies/revisions would be born by the purchaser and the prices prevailing at the time of delivery
will apply.


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Distribution Policy

Distribution Process of Suzuki Gujranwala Motors:
Key Performance indicators of Suzuki Gujranwala Motors
Measure our success in key areas and processes that affect our customers, our employees, our
shareholders or other stakeholders Source


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Implementing of KPIs

For Implementation of KPIs first of all collect the data from the customer then take best action
and report to the management for improving the performance

Reporting the requirement reports
Key Result indicators to the Sales manager
Reporting Are Based On
Daily
Weekly
Monthly
Reporting to the Pak Suzuki Motors via Software CRM & DMIS


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Promotional Strategy
Suzuki Gujranwala Motors pay especial attention towards the promotional strategies. They
organize such events that not only stimulate sales but also provide awareness in the general
public. These events and activities also keep updated employees. The following are the names of
events held in the dealership for promotional purposes.
Suzuki Carnival Free Check-up Festival
Suzuki Used Car Exchange Gala.
Gujranwala Golf and Country Club
Bank Alflahs 30 seconds



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SWOT Analysis of Suzuki Gujranwala Motors
Strengths
Core competencies to serve the customers
Unique resources (Advanced Equipment in service Department)
Employee's skills, talents, and knowledge
Data bank of customers
DMIS and other advanced IT assets
Strong organizational culture in which all employees have clear under standing about
their organization by which Managers can easily convey to new employees the
organizations core competencies and strengths.
High employee moral
Customer loyalty
No labor union
Beautiful building and easily accessible located at G.T road
Clear job description and specification of all employees
Lo w P r i c e Ve h i c l e s
Easy available of spare parts.








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Weaknesses
Organization does not have any research and development department
Creativity is not encouraged so much
Less stress on continuous improvement and innovation
Inadequate system to train the employees
Lack of research and development skills of managers
Lack of corporate clients













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Opportunities
Company is financially strong as indicated by financial ration analysis and statements
Expansion can be a better investment opportunity for owner
Dealerships can be opened in different areas of city
Reduced price of CNG may be an incentive in increased sale of vehicles
Strong and well managed corporate reputation
I ncr eas i ng Demand f or Car s
Ef f i c i e n t Ef i e n g i n e
Lar ge Mar ket s i ze t o oper at e
Global spare part market











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Threats
New and emerging markets for branded used and new vehicles
Rising prices of petrol may cause reduced sale of vehicles
Threats of new entrants of any other dealership
Delay in adoption of any technological change that makes existing equipment potentially
obsolete
Increase in duties and taxes may cause the prices of vehicle increase
Local Competitors like Toyota, and Honda
Foreign Investment and setup production facilities
Smuggling of Auto Parts
Inflation rate
Heavy Taxes
Competition from import cars
Increase of Fuel Prices


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PEST ANALYSIS
Uncontrollable environment are those external factors which can prohibit us or concrete hurdles
between us and our business. It is also called pest analyses which are as follow:
Political Environment:
Pakistan has to face lots of ups and down since its independence. So many governments have
been broken down by military authority and most of the time marsh law applied on Pakistan.
In this scenario no entrepreneur was willing to invest in Pakistan except few. Due to this
market environment wasnt so good in Pakistan. Anyhow Pakistani government never been
trustworthy for any investor.


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Economic Environment
Pakistan, an underdeveloped country, has suffered from decades of internal political disputes
and external ongoing conflict with India.
However, IMF approved the government policies, encourages by different foreign assistance
and renewed access to global market since 2001.By following these policies government
succeed to reverse the situation of economy during last five years


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Socio-Culture Environment
Pakistan has strong culture background and it has been follow in some particular region of
Pakistan strictly. But with the passage of time it is going to change. Thoughts of people, choices,
taste and style has been totally changed.
If we talk about the transportation source in Pakistan, People use pickups etc for journey. They
also have their own as well for example cycle; bikes etc. and lots of people are walker. But now
the people who havent any source of transportation they also want something for their
convenience because they wants to save their time as much as they can. People want to use such
vehicle which looks beautiful and also affordable.


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Technological Environment

Technological factor also very important and we havent control on it. Technology is grooming
with the passage of time. People also want that the product that they have is full of technology.
We never control on technology for example you launched the product last year and your sale
volume on that time is very high but after sometime due to latest invention a lots of substitute
exist in market which affect on your business so you cant hold on it.

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Plan of My Internship Program

Suzuki Gujranwala Motors is situated at 3-A,small industries Estate G.T
road,Gujranwala,Pakistan.And has the only dealership in the city. It was established in 2001 now
a day Mr. .Shehzad is running as a CEO.The building of the Suzuki Gujranwala Motors is double
story. The first flour comprises the office of the CEO and Account department and remaining
sales, service and spare parts department set on ground flour but all departments are in co-
ordination with each others.
I started my Internship Program From 15/06/2013 to 26/08/2013 that spans approximately 6
weeks. The following are the names of the department and duration in which I got the training

Sales department 02 weeks

Service Department 02 weeks

Spare Parts department 02 weeks



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Training program
There are four departments in Suzuki Gujranwala Motors and I spent my internship duration in
three departments. First of all I started from the Sales Department and gained very
comprehensive knowledge of sales techniques. Although it was difficult for me to be fully aware
of all management skills due to the limited time period but I tried my best to learn the maximum
practical realities. Sales Department has a very unique structure comprises on GM of all
company whose office is situated in Sale Department, Senior Sales Manager , Sales Manager ,
Customer Care Manager, and five numbers of sale Promotion Officers.

There are two types of clients who come in Sale Department:

1- Cash
2- Through bank

Cash customer brings 100% payment in advance in shape of Demand draft or Pay Order in favor
of (Pak Suzuki Co. Ltd. Karachi) and those who are unable to pay full payment and want to pay
in installments purchase vehicle on lease through banks. Banks issue them a purchase order to
company, but for both type of customers CNIC and National Tax Number is compulsory.
Advice-cum-Invoice is prepared and a copy is sent to FBR for tax purpose and finally delivery
letter is prepared before delivering the vehicle.

Spare Parts Department is situated at the back side of the Sale Department and deals in the
genuine spare part of the of the Suzuki vehicles. This department maintains three types of spare
parts in its inventory which are as under.
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1. SGP (Suzuki Genuine Parts)
2. SGA (Suzuki Genuine Accessories)
3. SGO (Suzuki Genuine oil)

This department is supervised by a Director with one Parts Manager and Assistant Parts
Manager. Function of spare parts department starts from the ordering the parts from
Manufacturing Plant which is in Karachi. After receiving the Cargo from Karachi, parts manager
maintains the record of the received parts in the DMIS. These parts are issued by the manager
parts on the written request of Technician. Manager enter the details of issued parts in the DMIS
and keep the one copy of Requisition From, in this way the record of inventory is updated. Parts
manager also prepare a daily report in excel which shows the list of issued parts, price, and
profitability. Company gives warranty to customer of parts till 40,000 km which means before
the running of 40,000 km millage, if the part found defective then company is responsible to
compensate.

Last but not the least Service Department is the biggest department in, Suzuki Gujranwala
Motors. This department has very comprehensive procedure of operation that starts from the
entrance of the work shop where advisors stand and notes the particular of the coming vehicles
such as, Owners name, registration number, chassis number, millage etc. After observing the
whole vehicle, advisor prepare a statement contains the nature of the job/maintenance is required
to be done. The vehicle data is further moved to the computer operator who sits in the Service
Departments Reception, prepare job Card (a document of previous and the present history of the
vehicle) with the help of DMIS. Job Card is sent to the related technician who starts his job and
writes the detail of all day work in a document called work progress sheet and provide it to the
Supervisor at the end of day. After completing the job, technician hands over the vehicle to the
Service manager who assures the final inspection and checks the customer ordered repairs. After
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final test the customer pass the bill to Cashier at service departments reception and received the
bill in printed form with all details.
Suzuki Gujranwala Motors has no any separate Marketing Department. Sales Department cover
the all those activities which comes under the heading of 4ps.
Service department I worked at CRM, CRM is software it reminds employee that you have to
remind your customer for service actually it is connected with data base where all customers
data is saved. At CRM I have worked for 10 days prior call and post service call. Prior calls
means software shows that this customers car has to service and employee call to customer for
remind.
Post service call mean when customer went back after service employee call to customer after 4
days of service for asking if you have any complaint about service tell me.
I have learnt lot of things and get experience of practical work from Suzuki Gujranwala Motors


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RECOMMENDATIONS FOR IMPROVEMENT

Organized a separate "Training Departments " in the dealership
Setup a Research and Development Department that will bring innovation and
creativity
There must be a Call center in the dealership that will keep closer to customers
Dealership should develop a website that should be accessible 24/7 and updated
regularly
Suzuki Gujranwala Motors has historical reputation in the market due to the strong
culture of customer service and satisfaction. This reputation is an ease to enter in
dig gerent segments
Recording of any promotional event should be played on Cabell Network so that the
customers who were unable to attend the event can watch in their convenient times.
The designation of Customer Care Manager and the information Technology coordinator
holds the same person in the Suzuki Gujranwala motors. It can create problem because
managing the whole IT infrastructure requires more time and effort but on the other
hand resolving the customer issues needs special skills. it would be difficult for the same
person to perform both responsibilities and organizational goal may be suffered
There is no proper set of cafeteria in the building of dealership. It would be welfare for
the employees if a well organized cafeteria is opened
Preferences should be given in Human Resource concerns
Promotion, reward system should be revised that will motivate loyalty among the
employees and eliminate the turn over and absents.




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CONCLUSION
Pak Suzuki Motor products renowned for their quality, durability, safety, fuel economy, and
resale value are appreciated by customers in Pakistan. There has been high demand for Suzuki
which is the market leader in this segment. Pakistan is the highest producer of Suzuki in Asia.
The reasons that can be given to provide justification to our conclusion are as follows: In present
society and living way, the Brands not only represent the symbol of the company or product but
to a larger extent define the general life of a person. What the person uses can reflect his taste of
life, his status in the society, his economic background and many other things. This makes a deep
connection between the company and its brand, with the consumer. In this two way relation both
are dependent on each other for various different reasons. Customers purchase the specific brand
things just due to the brand name. Customers believe that brand name is a symbol of quality. We
came to the conclusion that when consumer purchases a car, brand names influence his choice.
Customers choose the well known car brand. The brands of Suzuki which are of real attention
and attraction i.ie Honda and Toyota has great impact on the psyche of the people. when
customers go for purchasing a car, they prefer by that creative perception. Honda & Toyota is
less loyal to customer due to its high cost, low reliability, low performance, and lack of 3S
availability, high cost of maintenance and Spare Parts and shape as compare to Toyota. Honda
City model 2005was highly drop down because the car shape was did not appreciated in
Pakistan moreover it was also failed in specific duration because of side mirror of the car the
reason was that the side mirror was resisted by pillar of front quarter window which customer
felt uncomfortable when he/she viewed back side. These problems had been shifted from the
loyal brand. If a Customers delighted by Suzuki he/she does not want to try Honda City car
because they have no much information about it and vise versa. We feel that the purpose of this
study has been fulfilled to some extant. The theory describe that brand name has a power, which
attracts the customers towards branded products. We founded that SUzuki attracts more people.

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Glossary

A
Automobile: motor car or car is a wheeled motor vehicle used for transporting passengers

B
Business: any legal activity to earn profit

C
Customer: one who purchases or receives a product
Cash: used to purchase good mostly
CRM: Customer Relation Management is a model for managing a company's interactions with
current and future customers

D
DMIS: Dealer Management Information System
Desk Job: a job that you do in an office working at a desk

E
Effective: adequate to accomplish a purpose
Efficient: Being effective without wasting time or effort or expense
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Ethics: Rules and principles that define right and wrong conduct

F
Feed Back: The degree to which carrying out work activities required by a job results in the
individuals obtaining direct and clear information about his or her performance


Follow-up: To come or go after; proceed behind
G
Genuine parts: Original Equipment
General Manager: An individual who bears responsibility for the overall performance of the
organization or one of its major self-contained divisions

H
Human skills: The ability to work well with other people individually and in a group

I
Imported: An approach to going global that involves selling products at home and that are made
overseas

J
Job card: a document of previous and the present history of the vehicle
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L
Leading: Management function that involves motivating subordinates, influencing individuals or
teams as they work, selecting the most effective communication channels, or dealing in any way
with employee behavior issues

M
Management: Coordinating work activities so that they are completed efficiently and effectively
with and through other people
Manager: Someone who works with and through other people by coordinating their work
activities in order accomplish organizational goals.
Mission: The purpose of an organization

Market Economy: An economic system in which resources are primarily owned and controlled
by the private sector.
Market Strategy: a process that can allow an organization to concentrate its resources on the
optimal opportunities with the goals of increasing sales
Market Value: The amount for which something can be sold on a given market

O

Opportunities: Positive trends in external environment factors
Organizing: Management functions that involves the process of creating an organizations
structure by determining what tasks are to be done, who is to do them, how the tasks are to be
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grouped, who reports to whom, and where decisions are to be made

P

Performance: The end result of an activity
Planning: The process of setting goals and deciding how best to achieve them

Q

Quality: The ability of a product of or service to reliably do what its supposed to do and to
satisfy customer expectations

R
Repurchase: the action of buying something back
Recommend: advise or suggest (something) as a course of action
Revisit: visit again

S
SAP: Systems, Applications and Products in data processing
Strength: Any activities the organization does well or any unique resources that it has
SWOT Analysis: An analysis of the organizations strengths, weaknesses, opportunities, and
threats
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T
Technical skills: Knowledge of and proficiency in a specialized field
Threats: Negative trends in external environmental factors

V
Vehicle delivery: purchaser of product claim he has received that product

W
Weaknesses: Activities the organization does not do well or resources it needs but does not
possess identifying