Tvs motors

SCENARIO OF INDIAN AUTOMOBILE

During early 60s & 70s, automobiles came largely in twos. In scooters, you had a Lambretta or a Vespa. In motorcycles, you had a Bullet or a Java. In cars, you had to choose between an Ambassador and a Fiat. In trucks, it was either an Ashok Leyland or a Tata. In tractors, it was between a Swaraj and a Mahindra. This situation reflected the India of yester years. Economic reforms and deregulation have transformed that scene. Automobile industry has written a new inspirational tale. It is a tale of exciting multiplicity, unparalleled growth and amusing consumer experience all within a few years. India has already become one of the fastest growing automobile markets in the world. This is a tribute to leaders and managers in the industry and, equally to policy planners. The automobile industry has the opportunity to go beyond this remarkable achievement. It is standing on the doorsteps of a quantum leap. The Indian automobile industry is going through a technological change where each firm is engaged in changing its processes and technologies to maintain the competitive advantage and provide customers with the optimized products and services. Starting from the two wheelers, trucks, and tractors to the multi utility vehicles, commercial vehicles and the luxury vehicles, the Indian automobile industry has achieved splendid achievement in the recent years. The of India has automotive sector is one of the core industries of the Indian economy, whose prospect is reflective of the economic resilience of the country. Continuous economic liberalization over the years by the government resulted in making India as one of the prime business destination for many global automotive players. The automotive sector in India is growing at around 18 per cent per annum.

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The cumulative annual growth rate of production of the automotive industry from the year 2000-2001 to 2005-2006 was 17 per cent. The cumulative annual growth rate of exports during the period 2000-01 to 2005-06 was 32.92 per cent. The production of the automotive industry is expected to achieve a growth rate of over 20 per cent in 2006-07 and about 15 per cent in 2007-08. The export during the same period is expected to grow over 20 per cent. The automobile sector has been contributing its share to the shining economic performance of India in the recent years. With the Indian middle class earning higher per capita income, more people are ready to own private vehicles including cars and two-wheelers. Product movements and manned services have boosted in the sales of medium and sized commercial vehicles for passenger and goods transport.

Need of two wheelers in India:The feeling of freedom and being one with the nature comes only from riding a two wheeler. Indians prefer the two wheelers because of their small manageable size, low maintenance, and pricing and easy loan repayments. Indian streets are full of people of all age groups riding a two wheeler. Motorized two wheelers are seen as a symbol of status by the populace. The two wheeler segment was the fastest growing segment in the automobile industry. India is the second largest user and third largest manufacturer of two wheelers in the world.

Two Wheelers Manufacturers Growth Factors:The general income level has increased. The taxes, excise, and other duties have been lowered by the Government.

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The latest two wheelers are fitted with economic engines. The present generation is using more two wheelers. The option of financing has become easier and user friendly.

Segment Know How:Among the two wheeler segment, motorcycles have major share in the market. Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46% share in scooter and TVS makes 82% of the mopeds in the country. 40% of the three wheelers are used as goods transport purpose. In commercial vehicle, Tata Motors dominates the market with more than 60% share. Tata motor is also the worlds fifth largest medium & heavy commercial vehicle manufacturer.

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Automotive Mission Plan 2016 The bumper-to-bumper traffic of global automobile biggies on the passage to India has finally made government sit up and take notice. In a bid to drive greater investments into the sector, ministry of heavy industries has decided to put together a 10-year mission plan to make India a global hub for automotive industry. The ten year mission plan will also set the roadmap for budgetary fiscal incentives The Government of India is drawing up an Automotive Mission Plan 2016 that aims to make India a global automotive hub. The idea is to draw an innovative plan of action with full participation of the stakeholders and to implement it in mission mode to meet the challenges coming in the way of growth of industry. Through this Automotive Mission Plan, Government also wants to provide a level playing field to the players in the sector and to lay a predictable future direction of growth to enable the manufacturers in making a more informed investment decision. Major players in the automobile sector are: Tata Mahindra Ashok Leyland Bajaj Hero Honda Daimler Chrysler Suzuki Ford Fiat Hyundai General Motors Volvo

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About Tvs Company
TVS Motor Company is one of the premiere automobile companies in India. The word TVS stands for TV Sundaram Iyengar and Sons Limited which is the holding company for the TVS Group of companies. The firm is engaged in the manufacturing of almost all kinds of automotive components, two wheelers and a few other industrial products. The company was founded by TV Sundaram Iyengar in 1911. The company is headquartered in Chennai and its manufacturing and R&D units are located at Mysore and Hosur, near Bangalore, and Baddi in Himachal Pradesh. TVS Motor Company is the first two-wheeler manufacturer in the world to be honored with Deming Prize for Total Quality Management. TVS Motor Company Limited is the third largest two-wheeler manufacturer in India and globally among the top ten. It is the flagship company of TVS Group, a USD 2.2 billion conglomeration of companies. At present, the group is comprised of more than 30 companies and employs more 40,000 people worldwide. Its dealer and service network is widely spread in India. TVS has enjoyed a steady growth since its inception. It has continuously expanded and diversified, and brought in new verticals within its fold. Today it boasts a strong presence in the manufacturing of two-wheelers, auto components and computer peripherals. The company is also involved in the distribution of heavy commercial vehicles, cars, finance and insurance. With such a portfolio, the company contributes a lot to Indian economy. The company launched the first of its two-wheeler product in 1980. It was a 50cc moped, which was successful because of its capability to carry two people. It collaborated with Suzuki Motor Corporation of Japan, for the manufacture of 100 cc motorcycles under the brand name of Ind-Suzuki Motorcycles. Subsequently, the company changed its name to TVS Suzuki Ltd. However, the collaboration with Suzuki was only for motorcycles. The collaboration with Suzuki ended in 2001 and

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thereafter, the name was changed to TVS Motor Company. The company has set up an overseas manufacturing unit in Indonesia.

Quick Facts
Founder Country Year of Establishment Industry Business Group Listings & its codes T V Sundaram Iyengar India August 1980 (TVS Group in 1911) Manufacturing of two-wheelers and auto components TVS Group NSE TVS - Suzuki Ltd: TVSSUZUKI TVS Motor Company Limited: TVSMOTOR TVS Motor Company Limited: TVS-SUZUKI BSE TVS Motor Company Ltd.: 532343 TVS Motor Company Jayalakshmi Estates V Floor 8, Haddows Road, Chennai - 600006 Tel.: +(91)-(44)-28272233 Fax: +(91)-(44)-28257121 Post Box No. 4 Harita, Hosur - 635 109 Tel.: +(91)-(4344)-276780 Fax: +(91)-(4344)-276878 Post Box No.1 Byathahalli Village, Kadakola Post Mysore - 571 311 Tel.: +(91)-(821)-2596561 Fax: +(91)-(821)-2596550/ 2596553 TVS Motor Company is the third largest two-wheeler manufacturer in India and one among the top ten in the world, with annual turnover of more than USD 1 billion in 2008-2009, and is the flagship company of the USD 4 billion TVS Group.

Head Office

Factory

Unmatched performance
Today TVS Motor Company has the largest market share in the moped category with a hopping 62% and is also the undisputed leader in the scooterette segment with 41% share. It also holds 17.5% market share in motorcycles.

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World Class Facilities
The company manufactures its motorcycles and mopeds at its state of the art Hosur facility, near Bangalore and scooters and scooterettes at Mysore. Impressive Range TVS offers a wide range of two wheelers. Uncompromising Quality, Technology. Committed to achieving total customer satisfaction through Total Quality Control, the company continuously strives to give the customer, the best value for money.

Eco Friendly
TVS is committed to protecting the environment. The company manufacturing facilities at Mysore & Hosur have state - of - the art facilities & air pollution control measures. Even the suppliers are encouraged to ensure that their products meet eco friendly norms.

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Financial Highlights Of TVS:Growth in last month 31%. Market share in all over India 17%. Growth of automobile industry 20%. Growth of TVS 33%. So TVS became the head of automobile industry in March 20%.

Business Model
TVS Motor Company

Dealer

Sub dealer

Customer

Customer

Customer

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COMPANYS HISTORY: TVS Motor Company Ltd. 1982 The company was incorporated as Indian Motorcycle Pvt. Ltd. on 15th July. Its name was changed to Indo Suzuki Motorcycles Pvt. Ltd. and it was converted into a public limited company on 12th January, 1984

1992 1993 1995 The Company was studying the feasibility of opening a second plant at a different location to meet the growth in demand for two wheelers in the near future 1996 The company is taking steps to meet the increase in demand for its products and improve March, 1996. 1997 The company proposes to introduce kick start facility. TVS Suzuki Ltd (TSL), the second largest two-wheeler manufacturer in the country, TVS Suzuki Limited is officially launching its new moped model, the XL Super. The Company launched a new model of moped viz. `TVS Scooty'. The Company launched two new models of motor cycles viz. `Sumurai' and `Shogun'.

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1998 TVS will be the first company in the country to introduce the 4 stroke scooter in the Indian market. 1999 TVS Suzuki is all set to launch a scaled-down version of Spectra -- the recently launched four-stroke scooter. 2000 Two-Wheeler major, TVS-Suzuki Limited is set to create a special cell to tap the institutional segment. 2002 TVS Motor Company Ltd has informed that the Board declared an interim dividend of Rs 9.00 per share on 2,31,00,070 equity shares of Rs 10/- each fully paid up, aggregating to Rs 231.00 million. 2003 TVS Motor Company has recorded a market share of 35% from motor cycles division TVS, Bajaj Auto and Yamaha have grabbed the market share from the country's largest motor cycle maker Hero Honda. TVS Motor has recorded a 31% growth in its sales. TVS Motor Company adds two new models in two-wheeler segment. Launches Fiero F2 and Scooty Pep models Board of approves the merger of engine components division of its subsidiary,

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2004 TVS Motor Company launched its new bike - TVS Centra - here on February 9, 2004, for the first time in the State. It is a 100-cc four-stroke motorcycle targeted at the popular segment and a Fill-it-once-a-month bike, competitively priced at Rs. 36,990. 2005 TVS Motor Company introduced its entry-level 4-stroke motorcycle - TVS Star in the Kerala market TVS Motor Company launches TVS Centra VT-i, a variant of its four-stroke 100cc model TVS Centra on May 6 TVS Motor rolls out two motorcycle variants named Victor EDGE, StaR City and Scooty Pep plus 2006 2007 TVS Motor Co, has rolled out seven new vehicles, including its first threewheeler and a new 125 cc bike, aimed at gaining lost share in a highly competitive market. 2009 TVS Motor Company launched Scooty Streak, which is its latest scooterette targeted at girls of 16 to 20 age group. 2010 TVS Motor appoints new President TVS launches Apache in Vizag

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TVS Motor Company launched Indias first motorcycle with tomatic technology named JIVE.

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TVS Group
TVS Group is one of India's oldest business groups. It is a giant conglomerate with presence in diverse fields like automotive component manufacturing, automotive dealerships and electronics. Today, there are over thirty companies in the TVS Group, employing more than 40,000 people worldwide and with a turnover in excess of USD 2.2 billion. TVS Group originated as a transport company in 1911. TV Sundaram Iyengar and Sons Limited is the parent and holding company of the TVS Group.

Other major companies of TVS Group are: TVS - Motor Company Limited: TVS Motor Company Limited is one of the largest two-wheeler manufacturers in India. It manufactures Motorcycles, Mopeds, Scooterettes and Scooters. TVS Electronics Limited: TVS Electronics was incorporated in 1986 in undaram Polymers Division: Sundaram Polymers Division manufactures Engineering Plastic compounds for various applications.

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Company Profile
TVS Motor Company (TVS-M) one of the largest two wheeler manufacturers in India, started manufacturing in 1979. TVS-M currently manufactures a range of two wheelers namely motorcycles, scooters, scooterettes and mopeds in its plants located at Hosur (in Tamilnadu) and at Mysore (in Karnataka). Our subsidiary M/s Lakshmi Auto Components Ltd (LAC), the Engine component division has been merged with TVS-M, so the annual report of 2003-04 comprises of both. Our market share is around 22 %. TVS-M is also the market leader in the moped segment enjoying a share of 69 %. The combined capacity as of march 04 is more than 1.6 million vehicles and the annual turn over was Rs. 28,560 million (2003-04). TVS-M also exports its bikes as SKDs and CKDs to African and South America

Products profile
Motorcycles

TVS AX 100 TVS Fiero TVS Samurai TVS Shaolin TVS Shogun TVS Apache (150 cc,13.7 Ps @8500rpm) TVS Apache RTR 160 TVS Apache RTR 160 EFI (Electronic Fuel Injection) TVS Apache RTR 180 (17.3ps) TVS Centra TVS Fiero TVS Fiero F2 TVS Fiero FX TVS Flame TVS Flame (125 cc,ccvti technology)

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TVS MAX 100 TVS MAX R 100 TVS Star TVS Star City TVS Star Sport TVS Supra TVS Victor (110 cc) TVS Victor EDGE (125 cc) TVS Victor GLX (125 cc) Scooterettes

TVS Scooty KS (60 cc) (2nd Largest used Scooter in India) TVS Scooty ES (60 cc) TVS Scooty Pep (90 cc) (3rd largest used scooter in India) TVS Scooty Pep + (90 cc) TVS Teenz (60 cc) TVS Streak (90 cc)

Step thru

TVS NEO 110

Mopeds

TVS 50 (The most used moped in India and its subcontinent, has been manufactured 11,26,325 (its variants and derivates included) times (August 2005) and still going on in service. TVS XL (60 cc) TVS Eco TVS Champ (50 cc) TVS Super Champ (60 cc) TVS Sport (70 cc)

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TVS XL Super (70 cc) TVS XL Super Heavy Duty (70 cc)

MODELS OF TVS TVS Apache TVS Apache is an exciting offer from TVS. A powerful blend of contemporary design and engineering, TVS Apache is superbly styled with fantastic finish. The mighty machine has sleek finish with lines that flow smoothly and seamlessly. TVS Centra TVS Centra is an efficient bike in the popular 100 cc segment in India. Thanks to the VTI (Variable Timing Intelligent) engine technology, it is one of the most fuel efficient bikes in India. Coming with a slew of innovative technologies and superb design, the bike promises style, mileage and riding comfort. TVS Fiero F2 TVS Fiero FX 2 is a dynamic looking body with lots of power packed features. The all-new twin pod instrument cluster comprises the speedometer and trip tachometer. Triple rated 5-step shock absorber at the rear and hydraulically damped front suspension imparts stability and comfort. TVS Scooty Pep+ TVS Scooty Pep+ is an addition on TVS Scooty Pep. The two-wheeler has been successful all over the market due to its sleek dual tone body with complementary colored mirrors, appealing body lining and 5 different types of metallic colors.

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TVS Star The TVS Star is TVS' entry-level bike that challenges the dominance of the Bajaj CT 100 in the economy-segment. TVS has launched different kinds of motorcycles which are marketed with all customized specifications. TVS Super XL TVS Super XL has been incorporated with all features a two-wheeler needs to sell itself. The vehicle has been designed with rural vehicles in mind. With proper safety, speed and easy-to-ride features, it has been able to taste success in its target market.
TVS Victor

TVS Victor is an impressively styled powerful motorcycle. The bike is available in new graphics and alloy wheels, which accentuate its sporty style. The fuel tank has rounded lines with an aircraft styled fuel filler lid.

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Milestones of TVS Motor
1980 1984

India's first 2 seater 50cc Moped TVS 50, launched in Aug. First Indian Company to introduce 100cc Indo-Japanese motorcycles in Sept.

1994

Launched first indigenous Scooterette (sub-100 cc variomatic scooters), TVS Scooty in June.

1996

Introduced first catalytic converter enabled motorcycle, the 110cc Shogun in Dec.

1997

Launched India's first 5-speed motorcycle, the Shaolin in Oct. Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle in April.

2000

2001

Launched TVS Victor, 4-stroke 110 cc motorcycle, in August, India's first fully indigenously designed and manufactured motorcycle.

2004

Launched TVS Centra in January, a world-class 4-stroke 100 cc motorcycle with the revolutionary VT-i Engines for bestin-class mileage. Launched TVS Star in Sept, a 100 cc motorcycle which is ideal for rough terrain.

2006

Launched TVS Aapche first bike to win 6 awards in a row.

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awards
Star of Asia Award to Mr. Venu Srinivasan, CMD TVS Motor Company by Business Week International. He was also honoured with Doctorate in Science by University of Warwick, United Kingdom. Mr Venu Srinivasan was conferred with the prestigious JRD Tata Corporate Leadership Award for the year 2004.

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BOARD OF DIRECTORS
Venu Srinivasan Chairman & managing director H. Lakshmanan Director T. Kannan Director C.R.Dua Director K.S. Bajpai Director R. Ramakrishnan Director Prince Asivatham Director Senior Management K.N. Radha Krishnan

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President & CEO H.S. Goindi President (marketing and sales) Harne Viney Chandrakant President NPL S.H.Murali Executive Vice President Finance Company Secretary K.S.Srinivasan

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SWOT ANALYSIS
Strengths Vast dealer network Wide product range Quality of product Opportunity To use R&D/ manpower in best way. Complete unit Weakness Low presence in Media Late Back Attitude Threats Bajaj is a strong competitive Other new entrants

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ABOUT TVS gulzar
An ISO 9002 Company

DIRECTORS AND THEIR BACKGROUND: S. Gurcharn Singh S/o S. Balwant Singh is the Managing Director of the company aged 51 years is a graduate and having a vast experience in the line of automobile industry. He is also the

Proprietor of M/s. GULZAR SERVICE STATION Proprietor of M/s. GULZAR TRADING COMPANY

Harkirat Singh s/o S. Gurcharn Singh aged 26 years an MBA Analytical Commerce Graduate is the CEO of the company, a very sharp and sincere man at present looking after the affairs of M/s. Gulzar Motors Ltd. From the last three years. Surinder Pal Singh (Director), aged 49 year is Science Graduate and having sufficient experience in the automobile and allied business Gulzar Group consists of the following companies : GULZAR SERVICE STATION Since 1968 dealing in Petrol Station, Servo Industrial Oils and Lubricants GULZAR TRADING CO. Since 1984 dealing in Swaraj Tractors, Combines and Harvesters Auth Dealer: SWARAJ MAZDA LTD. since 1993 Dealing in Swaraj Mazda, LCVs and Buses GULZAR MOTORS LTD. Auth. Dealer: MARUTI UDYOG LTD. since 1997 An ISO 9002 company having the honour being awarded best Maruti Showroom in 1997 with the latest technology equipped workshop

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Having a good reputation and hailing from reputed business family. It located at G. T. Road Dholewal, Ludhiana. Phone No: +91-161-2541666, 2541777, Fax: +91-161-2540777 which is very best place for such type of unit. Working hour of TVS GULZAR is between 10.00 am to 6.30pm and helpline breakdown service is available for 24hrs within city limit. For the convenience of the customer and smooth running of the concern, the unit has been divided into various section. Spare part devison Work section Sales department TVS Gulzar Automated Workshop TVS GULZAR also made the automated workshop in 05 January 2005. Generally all kinds of repairs and services like Reconditioning. etc. are carried out in automated workshop for the smooth working of workshop. Under the workshop in charge there are four skilled mechanics and one mechanics cum electricians and under each of them there are two helpers. The mechanic in the workshop are talented and have efficient and have attend various training camp organized by TVS COMPANY. The various machines and tools installed in workshop are: Hydraulic ramp Pneumatic tools Tools board Special tools Engine jig Air compressor Air inflator Bench vice

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Impact driver General tools Timing light Battery charger Battery tester Spark plug cleaning machine Water wash machine Multi meter Mileage tester This installation of tools and machinery of automated workshop are very sophisticated. Everyday there are 15 to 20 vehicles for servicing purpose in the workshop of TVS Gulzar. For the convenience of the satisfaction of customers, separate waiting room has been constructed with various facilities like news paper, journals, magazines, TV etc. The unit separate spare parts counter, where in all spare and equipment for genuine and indirectly supplied by the TVS COMPANY. The unit was spare parts of all ranges bike of TVS. The unit undertakes all kinds of sales, repairs, servicing and maintenance of all TVS motorcycles. As a sub-dealer TVS GULZAR provides 2 years warranty after sales services to all TVS motorcycles on certain terms & conditions. It offers FIVE free services for new vehicles, regular services after free services and general checkups. servicing. Everyday there are at least 15-20 vehicles are

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The free services are offered on all TVS motorcycles are following basis: Free Services First Service Second Service Third Service Fourth Service Fifth Service Eligibility 500-750 kms or 1 month from the date of purchase 2500-3000 kms or 3 month from the date of purchase 5500-6000 kms or 6 month from the date of purchase 7000-7500 kms or 9 month from the date of purchase 11500-12000 kms or 12 month from the date of purchase

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OBJECTIVES OF THE STUDY

The main objectives of my study are written below: To increase PSF to enhance customer satisfaction. To determine the qualities of services provided by Gulzar Service Station. To understand the expectations and requirements of customers for services. To determine how well Gulzar TVS workshop satisfying these expectations and requirements.

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CUSTOMER SATISFACTION
Introduction A customer is the most important person in our premisers. He is not dependent on us. We are dependent on him. He is not an interruption to our work. He is the purpose of it. He is not an outsider in our business. He is part of us. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so. Every company would be wise to measure customer satisfaction regularly because ne key to customer retention is customer satisfaction. Meaning of Customer Satisfaction Customer refers to a person which is an important part of any business because he/she is buyer of any product of any company. Satisfaction is a person's feeling of pleasure or disappointment resulting from comparing a product's perceived performance in relation to his or her expectations. So, customer satisfaction is a business term, is a measure of how products and services supplied by company meet customer expectation. Definition: "Comparison of expectations versus perception of experience". "A customer's perception of the degree fo which their requirement have been fulfilled". Whether the buyer is satisfied after purchase depends on the offers performance in relation to the buyers expectations. If the performance falls short of the expectations, the customer is dissatisfied. If the performance matches the expectations, the customer

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is satisfied. If the performance exceeds expectations the customer is highly satisfied or delighted. A company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys more as the company introduces new products and upgrades existing products, talks favorably about the company and its products, pays less attention to competing brands and is less sensitive to price, offers product or service ideas to the company, and costs less to serve than new customers because transactions are routine. A number of methods exist to measure customer satisfaction. Periodic surveys can track customer satisfaction directly. Respondents can also be asked additional questions to measure repurchase intention and the likelihood or willingness to recommend the company and brand to others. Companies that do achieve high customer satisfaction ratings make sure their target market knows it. For customer centered companies, customer satisfaction is both a goal and a marketing tool. Although the customer-centered firm seeks to create high customer satisfaction, that is not its ultimate goal. If the company increases customer satisfaction by lowering its price or increasing its services, the result may be lower profits. The company might be able to increase its profitability by means other than increased satisfaction (for example, by improving manufacturing processes or investing more on R&D).

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Customer satisfaction in 7 steps: 1) Encourage to face to face dealing. 2) Respond to messages promptly and keep clients informed 3) Be friendly and approachable. 4) Have a clearly defined customer service policy. 5) Attention to detail. 6) Anticipate client's needs and go out for help them 7) Honour our company's premises.

Customer Satisfaction through PSF: After knowing about the meaning of customer satisfaction. Then we come to customer satisfaction through PSF. The full form of PSF is "Post Service Follow-up" PSF = It's a method to take the feedback from customer after his/her service (Repair) experience in workshop or service centre. Whether he/she satisfy or not. "To measure the satisfaction of customer experience in workshop and to take feedback after their vehicle service (Repair), is called Customer Satisfaction through PSF".

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RESEARCH METHADOLOGIES & LIMITATIONS

Marketing Research: Research is a systematic and objective process of gathering various information and analyzing data for making decision regarding a particular problem. Definition of marketing research as approved as by the board of directors of the association of American marketing association is: "Marketing research is the function which links the customer and public to the marketer through information-information used to identity and define marketing opportunities and problems generate define and understanding of marketing as process". Simply, marketing research is the systematic design collection analysis and reporting of data finding relevant to specific marketing situation facing the company. Carefully planning through all stages of the research is a necessity. Objectivity in research is all-important. The heart of scientific method is the objective gathering of the information.

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The function as marketing research with in the company as to provide the information and analytical necessary for effective. Planning of the future marketing activity. Control of the marketing operation in the present. Evaluation of marketing results. A research may undertake any type of the three types of research investigation depending upon the problem. These type of research included: 1. Basic research 2. Applied research 3. Designated Fact Gathering APPLIED RESEARCH: It is attempted to apply the various marketing technique, which have been developed as research, first and later on they become applied research techniques. It is on attempt to apply the basic principles and existing knowledge for the purpose of solving operational problems. DESIGNATED FACT GATHERING: It refers to a research where the investigation attempts to gather some pre-determined data. STEPS IN MARKETING RESEARCH: Marketing research process can be out through following steps: Define the problems and research objectives Develops the research plan

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Collect the information Analysis and interpretation Present the finding SURVEY RESEARCH: Survey research is the systematic gathering of information from respondents for the purpose of understanding and/or predicting some aspects of the behavior of the population of interest. It is the most common method of collecting primary data for marketing decisions. Survey can provide data on attitudes, feelings, and other descriptive items. Survey research is concerned with administration of questionnaires (interviewing). The survey research must be concerned with sampling, questionnaire design, questionnaire administration and data analysis. The

administration of questionnaire to an individual or group of individuals is called an interview. A questionnaire is simply a formalized set of questions for eliciting information. As such, its function is measurement and it represents the moist common form of measurement in marketing research.

RESEARCH METHOD: The report has been prepared as per the information obtained from two sources. They are: 1. Primary data 2. Secondary data Primary data:

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The primary data included the information collected from the 1. Proprietor, manager and employees of Gulzar TVS. 2. Structured questionnaire 3. Personal interview with customers through calling. Secondary data: Secondary data includes a. Data from various magazines esp. bike magazines. b. Internet c. Brochures d. Books e. Newspapers etc Sampling plan: Data collected has been analyzed and interpreted by using simple percentage method and finally the data is presented in graphs and charts. Sampling frame: 1. Customers visiting showrooms for servicing their vehicles. 2. Calling the customer after service for feedback.

Sampling unit: Gulzar automated workshop, Aarti Chowk, Ludhiana. Sampling method: Simple random sampling method was used.

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Areas of Research: Ludhiana City

Contact Method(Plan formulation): Calling (for to save time and cost efficient)

Desired sample size:

A sample size of 100 customer which comes for service after calling service reminder.

Survey administration process

QUESTIONNAIRE

INTERVIEWER

RESPONDENTS

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ANALYSIS AND INTERPRETATION
Q.1 Has somebody attended you immediately?

Option Yes No

No. of Respondents 92% 8%

Interpretation: From the above the diagram shows that 92% customer says that they were attended immediately but 8% says no, may be due to lunch time etc.

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Q.2 Was your vehicle delivered as per the promise delivery time?

Option Yes No

No. of Respondents 85% 15%

Interpretation: From the above study the diagram shows that 85% customer says that their vehicle delivered as per promise time but 15% says No, due to major problems in their vehicle.

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Q.3 Are you visited again for same problem?

Option Yes No

No. of Respondents 6% 94%

Interpretation: From the above study the diagram shows that 94% customer says No but 6% customer says Yes, they visited again same problem.

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Q.4 What are your rank for the washing quality of the vehicle? Option 1234 (Dissatisfied) 56 (Adequate satisfied) 78 (Satisfied) 910 (Highly Satisfied ) No. of Respondents 7% 15% 30% 48%

Interpretation: From the above study the diagram shows 48% customer highly satisfied, 30% customer are satisfied, 15% are adequate satisfied and 7% are dissatisfied from the washing quality.

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Q.5 What you feel about service and parts charges at the time of delivery? Option According to given information More than given information No information was given No. of Respondents 21% 78% 1%

Interpretation: From the above study the diagram shows that 78% customer say Yes, Company takes service charges more than given information, 21% says company takes services charges, according to given information and 1% says no information was given by company.

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Q.6 What would your remarks to the supervisor about repairing vehicle? Option 1234 (Poor) 56 (Good) 78 (Very good) 910 (Excellent) No. of Respondents 18% 19% 36% 27%

Interpretation: From the above study the diagram shows that 27% customer remark excellent to supervisor, 36% customer remark very good to supervisor and 19% customer remark good to supervisor and 18% customer remark poor to supervisor.

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Q.7 What you feel about with overall service experience?

Option Excellent Very good Good Poor

No. of Respondents 22% 46% 22% 12%

Interpretation: From the above study the diagram shows that 22% customer feel excellent, 46% feel very good, 22% feel good and 12% feel poor about with over service experience.

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Q.8 Were you afford by supervisor for test ride after service? Option Yes No No. of Respondents 100% 0%

Interpretation: From the above study the diagram shows that 100% customer says that they were offered by supervisor for the test ride after service.

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Q.9 How well you satisfied with the vehicle performance after service? Option Highly satisfied Satisfied Adequate satisfied Dissatisfied No. of Respondents 22% 46% 22% 12%

Interpretation: From the above study the diagram shows that 22% customer highly satisfied, 46% satisfied, 22% customer adequate satisfied and 12% customer dissatisfied with the vehicle performance after service.

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Q.10 Were you informed by dealer about your vehicle service before me?

Option Yes No

No. of Respondents 38% 62%

Interpretation: From the above study the diagram shows that 38% customer says Yes, they were informed by dealer, their vehicle service but 62% customer says no.

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FINDINGS OF THE STUDY

1)

The study shows that more customers are satisfied and few customers are dissatisfied.

2) 3)

The study shows that customer feel that company take time too much. Some customers feel that the spare parts are not available in the workshop then they go service from outside.

4)

Most of the customers feel that service material is more costly than give information.

5)

The study shows that some customer say that the serviceman not remind us for service at time to time.

6)

The study shows that the major problems related to vehicle repair and minor in spare parts.

7)

The study shows that most of customer feel only very good for overall environments for service as compare to excellent feeling.

8)

The study shows that supervisor always offered for test ride after service.

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LIMITATION OF THE STUDY

1)

It is not possible to me exhausted study and survey on these customers due to lack of time.

2) 3)

Respondent did not provide accurate data. Most of the problems arise through calling like switched off, wrong no, no response.

4) 5)

Many customer always talk with rude behavior with various types of problems. There are so many service centres in Ludhiana city which are authorised but my study is only based on Gulzar automated workshop.

6)

When we call customer they find busy and did not attend the call.

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CONCLUSION

From the above study it can be concluded that a customer is the most important person on our premises. He is not dependent on us, but we are dependent on him. So a company would be wise to measure customer satisfaction regularly because one key to customer retention is customer satisfaction. A highly satisfied customer generally stays loyal longer, buys more as the company introduce new products and upgrades existing products, talk favourable about the company and its products, pays less attention to competing brands and is less sensitive to price, offers product and service ideas to the company, costs less to serve than new customers because transactions are routine.

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SUGGESTIONS
1) Try to reduce timing problem of customers through expert servicemen, separate way for normal service and minor jobs. 2) Make long term relationship with the customer by providing good environments in workshop. 3) There should be work timing signage in the workshop and holidays also mention here. 4) 5) Time to time remind the customer for service. Maintain suggestion register and promote the customer to write the suggestion regarding the service. 6) Try to provide technical knowledge to servicemen, mechanics regarding the service and service material. 7) Try to reduce the expense charges for spare parts and provide best quality of spare parts. 8) For dissatisfied customers from service company should meet twice a month at the dealership. 9) There should be proper information signage in the workshop for customer ready for delivery.

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LEARNING

I have learnt a lot of things throughout this final research report. My learning experience is given as below: I learnt to handle the critical situation. I learnt how to talk with people. I learnt how to bear rude behaviour of people. Practical implementation of the theoretical concepts. Boost my confidence level. Improvement in computer skills.

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QUESTIONNAIRE

"Customer Satisfaction through PSF" Customer Name Model No. Contact No. A. : : : ____________________________________ ____________________________________ ____________________________________

After service how well perform your vehicle? a) Excellent c) Good b) Very Good d) Any Problem

B.

If any problem, then what is problem? ___________________________________________________________

C. 1.

If customer have not any problem then we ask following questions:Has somebody attended your immediately? (a) Yes (b) No

2.

Was your vehicle delivered as per the promise delivery time? (a) Yes (b) No

3.

Are you visited again for same problem? (a) Yes (b) No

4.

What are your rank for the washing quality of the vehicle? (a) 1234 (Dissatisfied) (c) 78 (Satisfied) ( b) 56 (Adequate satisfied)

(d) 910 (Highly satisfied)

5.

What you feel about service and parts charges at the time of delivery? (a) (b) (c) According/ similar to given information More than given information. No information was given.

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6. What would your remarks to the supervisor about repairing vehicle? (a) 1234 (Poor) (c) 7.8 (Very good) 7. (b) 56 (Good) (d) 910 (Excellent)

What you feel about with overall service experience? (a) Excellent (c) Good (b) Very good (d) Poor

8.

Were you offered by supervisor for test ride after service? (a) Yes (b) No

9.

How well you satisfied with the vehicle performance after service? (a) Highly satisfied (c) Adequate satisfied ( (b) Satisfied d) Dissatisfied

10.

Were you informed by dealer about your vehicle service before me? (a) Yes (b) No

11.

What kind of improvement you want in service? ________________________________________________

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BIBLIOGRAPHY
MAGAZINES
AUTO MAGAZINE. BUSINESS INDIA FINANCIAL EXPRESS BUSINESS LINE

WEBSITES
WWW.TVSMOTOR.COM YAHOO.COM WWW.WIKIPEDIA.ORG WWW.GULZARMOTORS.COM WWW.GOOGLE.COM

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QUESTIONNAIRE

"Customer Satisfaction through PSF" Customer Name Model No. Contact No. A. : : : ____________________________________ ____________________________________ ____________________________________

After service how well perform your vehicle? a) Excellent c) Good b) Very Good d) Any Problem

B.

If any problem, then what is problem? ___________________________________________________________

C. 1.

If customer have not any problem then we ask following questions:Has somebody attended your immediately? (a) Yes (b) No

2.

Was your vehicle delivered as per the promise delivery time? (a) Yes (b) No

3.

Are you visited again for same problem? (a) Yes (b) No

4.

What are your rank for the washing quality of the vehicle? (a) 1234 (Dissatisfied) (c) 78 (Satisfied) (b) 56 (Adequate satisfied) (d) 910 (Highly satisfied)

5.

What you feel about service and parts charges at the time of delivery? (a) (b) (c) According/ similar to given information More than given information. No information was given.

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6. What would your remarks to the supervisor about repairing vehicle? (a) 1234 (Poor) (c) 7.8 (Very good) 7. (b) 56 (Good) (d) 910 (Excellent)

What you feel about with overall service experience? (a) Excellent (c) Good (b) Very good (d) Poor

8.

Were you offered by supervisor for test ride after service? (a) Yes (b) No

9.

How well you satisfied with the vehicle performance after service? (a) Highly satisfied (c) Adequate satisfied ( (b) Satisfied d) Dissatisfied

10.

Were you informed by dealer about your vehicle service before me? (a) Yes (b) No

11.

What kind of improvement you want in service? ________________________________________________

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"To Study the Customer Satisfaction through PSF"
with special reference to

Gulzar TVS Motors

Submitted To

PUNJABI UNIVERSITY, PATIALA

In the partial fulfillment of the requirements for the degree of

BACHELOR OF BUSINESS ADMINISTRATION (BBA)

SUBMITTED BY: Harmandeep Kaur B.B.A.-6th Sem. Roll No._________

GURU HARKRISHAN GIRLS COLLEGE PHALLEWAL KHURD (SANGRUR)

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DECLARATION
I , Harmandeep Kaur , hereby declare that the project report entitled Customer Satisfaction Through PSF with special reference to GULZAR MOTORS, LUDHIANA , has been personally done by me , under the guidance of Mr. Jayant Chandra ( Territory Manager-Sales ) and Trivedi Mr. Abhinav

(Service Manager ) , submitted in partial fulfillment of the

requirement for the award of the Degree of B.B.A. during academic year 200910 , Course of Punjabi University Patiala . It is my original work, research study carried out during 2nd Jan. to 30th April at GULZAR TVS Ludhiana. All the data represented in this Project is true and correct to the best of my knowledge and belief. This work has not been submitted for any other degree/ diploma exam. else-where.

Reg. No. Place:- Ludhiana Date:-

HARMANDEEP KAUR

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PREFACE
Industrial training is business organization infuse among students a sense of critical analysis of the real managerial situation to which they are exposed. This gives them an opportunity to apply their conceptual , theoretical and imaginative skills in a real life situations and to evaluate the results thereof. TVS is a name renewed not only in automobile companies in India but also manufacturing of almost all kinds of automotive components , two wheelers and other industrial products. TVS Motor Company Limited is the third largest two wheeler manufacturer in India and globally among the top ten. It is the first two wheeler manufacturer in the world to be honored with Deming Prize for TQM (Total Quality Management). Practical training through experts of Gulzar TVS Motors gave me actual input to fulfill my real aim. This report is the written account of what I learnt , experienced during my training. I wish those who are going through it will not find it real but also establish themselves in their real aim of life.

HARMANDEEP KAUR

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ACKNOWLEDGEMENT
Like all other studies, Industrial Training has its own importance . The main purpose of training program is to expose the trainees to the practical experience of the actual industrial training in which they are required to work in future . In the present world of cutthroat competition project is likely a bridge between practical and theoretical working. I have willingly prepared this particular project entitled Customer Satisfaction Through PSF. My work at Gulzar TVS Motors has provided me a great opportunity to exercise my limited classroom knowledge in real life design problems. It gives me great pleasure in acknowledging the invaluable assistance extended to me by various personalities in the successful completion of this report. First of all I thank Almighty God who has always directed me to work on the right path of my life. With His grace I am able to prepare this report. My profound thanks to my guides Mr. Jayant Chandra ( Territory Manager ) and Mr Abhinav Trivedi (Service Manager ) for their continuous inspiration and encouragement which helped this report to take the final step. I am grateful to Mr. Dalbir Singh ( General Manager ) for giving me permission to do this program and boost up my talent and confidence. I also want to express my gratitude to project guide Mr. Vishal Vinayak ( Head of Management Department ) and Mr. Gurdeep Singh Lect. in Marketing of G.H. G. College Phallewal Khurd ( Sangrur ) Above all I owe a lot of my beloved parents and my friends who have been a constant source of inspiration and motivation in every step of my life. Thanks With Regards HARMANDEEP KAUR

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CONTENTS
S. No. 1. 2. 3. 4. 5. 6. 7. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. Contents Scenario of Indian Automobiles About TVS Company Company Profile SWOT analysis of TVS About TVS Gulzar Leakage Analysis of Service Inflow (Gulzar TVS), Ldh Objective of the Study Introduction to Customer Satisfaction Research Methodology Analysis and Interpretation Findings of the Study Limitation of the Study Conclusion Suggestion Learning by Study Questionnaire Bibliography Page No. 1-4 5-12 13-22 23 24-27 28 29 30-32 33-37 38-47 48 49 50 51 52 53-54 55

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