SUMMER TRAINING PROJECT REPORT

On
“CUSTOMER SATISFACTION ON DEALERS SERVICE
&BRAND EQUITY OF ESCORT YAMHA”
At
“FARIDABAD”

Submitted for the partial fulfillment towards the award

of the degree in MASTER OF BUSINESS ADMINISTRATION

Of
U P Technical University, Lucknow
Submitted By Under the Guidance of
VIPIN KUMAR Mr. Ashish
Agrawal

Roll Number: 717370116 Department of Management

Session – 2008-09

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 TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Vipin kumar S/o, shri Lekh Raj Singh
Roll No 0717370116 student of MBA III Semester (Batch 2007-09)
of this institution has under gone summer training with project
report titled Topic “ Customer satisfaction on dealers service
and brand equity of Escorts Yamaha”

The project has been prepared and submitted by the above

named in partial fulfillment of the Master of Business
Administration degree Programme (MBA) as per the requirement
of U. P. Technical University, Lucknow.

Date :

(Dr. Meenu Gupta)

Place : Mathura Director

2
PREFACE

As a part of the partial fulfillment of the MBA programme at Rajiv Academy for
Technology & Management, Mathura, Summer Training done with the Escorts
Yamaha pvt Ltd

In its broadest sense project report is necessary to make the students of business
school familiar with the industrial environment prevailing in the world. To be
competitive and work aggressive, students need to know the policies, procedures
and the trends going on in the present industrial world.

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ACKNOWLEDGEMENT
At the onset I must bow down in reverence to the almighty that blessed us with the
understanding & prevalence that is needed in this kind of project report.

With great pleasure I express my heartiest thanks to Mr.Sanjay Bhatia, for giving me
an opportunity to work under their guidance in their esteem organization and
providing me necessary resources for my project. It makes and feels me proud to be
a part of Escorts Yamaha pvt Ltd.

I also have the honor of drawing invaluable support of N.K Banshal,without whose
unrelated support and guidance, this project would just not have been possible. He
provided me all necessary information regarding my project.

I would like to express my extreme gratitude to Mr. Ashish Agrawal for his inspiring
and supporting guidance during the course of this project. No words of appreciation
are good enough for the constant encouragement, which I have received from
him/her.

I would like to thank all the staff and the members of Escorts Yamaha pvt Ltd

At last I would like to extend my sincere thanks to all the respondents to whom I
visited for giving their support and valuable information, which helps me in
completing my project work.

VIPIN KUMAR
MBA II Yr – III Sem

Roll No. 0717370018

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MARKETING STARTEGY

5
 Marketing strategy is the complete and unbeatable plan designed

specially for attaining the marketing objective of the firm. The marketing

objectives indicate what the firms want to achieve and for achieving these

objectives indicate, the Marketing Strategy provides the design.

It is the Marketing Strategy the decides the success at the business

unit level which in turn decides the total corporation success. The linkage

between Marketing Strategy and overall corporate success is indeed direct

and vital, and in this linkage lays the significance of Marketing Strategy Since

realizing the marketing objectivesis the purpose of Marketing Strategy, it is

only logical that Marketing objectives of the firm . Marketing Startegy is a

nebulous idea. It is well outlines game plan, and there are definite ways of

formulating it. Basically, formlating of Marketing Startregy consitist of two

main steps:-

(a) Assembling The Marketing Mix:-

It means all four “Ps” in the right combination. The firm has to plan

how it can generate the best sales and make profit. Four “Ps” are as follows:

1- Product

2- Price

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 3- Place (Distribution)

4- Promotion.

1- PRODUCT :-

Product is the focus of marketing and tool in the Marketing Mix.

Without a product there is no quene it serves the customer by satisfying his

needs and desires, and therefore he pays for it. Thus products is the sum

total of physical and psychological.

So, a product is a set tangible, intangible and associated attributes

capable of bring exchanged for a value with ability to satisfy customer

andbusiness need.

2- PRICE:-

Price is a major marketing tool and helps in digment. Price is the value

of a product expressed in terms of money. It is a powerful Instrument in

which both the buyer and the seller are keenly interested. It brings revenue

for the company. Price is a link that binds consumers and the company.

3- PLACE:-

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 Place or distribution mix stands for the matching arrangement for the

smooth flow of goods and services from the producers to the consumers. In

other words, it signifies to things, namely, Physical distribution and channel of

distribution. Goods may reach to the customers through Whole-sellers,

Retailers, of direct to the customers through Chain-shops, tenders, and

meeting or on telephone.

4- PROMOTION:-

Promotion Strategy is an important element of Marketing Mix.

Promotion includes all those activities that are aimed at creating or stimulation

of various promotional tools in order to increase the sales volume. It includes

the sales technique like advertising, sales promotion, personal selling.

It also gives full information regarding qualities and characteristics of

company’s products and also a comparative study of company’s product with

similar product of other company to the real consumers so that they can go

for the company product.

b- Selecting The Target Market:-

It includes, on the one hand, how to analyze customers, competitors,

market characteristics, and Environmental trends to assess Market

opportunity, and on the other hand, it includes, how to analyze a company’s

strengths and weaknesses to determine whether and how the opportunities

may be exploited.

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1- CUSTOMER ANALYSIS AND SEGMENTATION:-

Needs must be interpreted very broadly, in terms of only product

characteristics. Customer may also differ in their needs for information,

reassurance, technical support, service, distribution and a host of other “non-

product” benefit , that are part of their purchase. This leads automatically to

the Strategic Implication that business may choose to serve different

Customer Segments.

2- COMPETITORS ANALYSIS:-

An evaluation of each competitor is useful for two reasons . First,

understanding buying behaviour and identify the customer to whom the

strategy appeals.

Second identifying the areas of relative strength and weakness and

potential market opportunity in a future competitive situation.

3. ANALYSING ENVIRMENTAL TRENDS:-

Environmental analysis involes the careful study of Economics , Social,

Political and technical changes.

a- ECONOMIC CHANGES:-

Cover the factor as Gross National Product, Govt. Spending, Capital

Availability and Interest reates and Sectarian growth pattern.

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b- SOCIAL CHANGES:-

Are different to classify in to any exhaustive last. Changes in family life

styles, Shifts to less work and more leisure, imporved living standards and

apparent decline in traditional values.

c- POLITICAL CHANGES:-

Includes those on a global, national, State and municipal level Political

changes influence trade between nation foreign investment, regulatory

policies, fiscal and monetary policies, industrial policies, etc.

d- TECHNOLOGICAL CHANGES:-

Not only leads to improved products but also to new substitute ways to

meet customer needs. Father, it often leads to the identification and

exploitation of previouslay unfulfilled needs.

Sensitivity to all those environmental influence is essential strategic

Market Planning.

4. ANALYSING MARKET CHARATERISTICS:-

There are certain characteristics of the market that deal with the

character of demand on Most of them respondent wants price of the bikes

should be less than 50,000 . Very few wants their price to be 50,000 or more

than 50,000 . Most of the respondent wants in their bikes good mileage, low

maintenance, good pick-up and very feew go to its look. Basically young

generation cares for the look and style of the bike.

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 Good number of respondents had shown satisfaction on the dealers

behaviour. Few responded that dealers have over influencing behaviour and

others had given their view that dealers have very formal behaviour. They do

not respond well with the customers. Although there is a contradiction in the

view regarding the behaviour of the customer. But a large segment of

respondent had shown their full satisfaction for the dealers after sales service.

Respondents also wants good financial schemes from the dealers die 80% of

the respondents wants to buy the bike on finance whereas only 20% wants on

a cash payment and thus they want a reliable financial institute to finance

their bikes on a low rate of interest and easy mode of payment.

Respondents also wants some sales promotion schemes to promote

the purchase of bikes such as : a gift item, discount, free trips or some other

schemes.

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SCOPE OF THE STUDY

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Scope of the study means the area of the study to which this project is limited.

In other words, Scope means the length and breadth of the study.

# To study the customer satisfaction on. dealer services &brand

equity of escorts yamaha

# To study the comparasion of escorts Yamha motors Limited.

# To study on delaers

# To know the parameters which affect company.

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14
USEFULNESS &IMPORTANCE OF THIS STUDY

Advantages of this study are as follows:-

(1)This study helps to increase the sale of yamha motors

(2)This study helps to compmany understand dealer problems

(3)This study also helps in evaluating the effectiveness of various brands of

different company

(4)This study helps to check the efficiency of delaers..

(5)This study helps the company to take corrective decision regarding

marketing.

(6)This project report also helps the company to what percentage of dealer

will change the company.

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After post liberalization there have been radical changes that have taken

place in all sectors including biwheelers auto lndustry.

As two wheelers accounts for almost 80 percent of the total automobile

output & within two wheeler segment, Scooters forms a chunk of over 60

percent & bike 40 percent. Mostly bikes are liked by young generation, those

16
have fast life. The long term out look for India ‘two wheeler industry is bright.

As the growing middle classes of the country is fully based on the idea of a

personal transportation which is ideally meant by two wheelers.

Keeping on all the above factors in consideration Escorts Yamaha Motors

Ltd thought upon the ways to widen its after sales service network. It already

has a wide network of dealers, sub-dealers & service centers. But it was

noted that it still needed to widen it further.

Escorts are a creation of YUDI & HARI NANDA two brothers with

constructive visions. Committed & determined they planed to transform a

small agency house, which was established on 1994 to a 6000 million rupees

group of international ramifications.

Escorts today among the top ten Eng. Industrial giants in the country a

president annual growth rate of 18 percent of the past decade basis testimony

to this fact.

Escorts phenomenal growth & success stems from the fact that all its

products are geared to meet the people –agriculture. Transport industry. The

groups operations include 14 manufacturing plants & special led marketing

divisions a vast network of sales & services outlet in the country &

representation in some overseas market as well. They all satisfy demand that

by their vary nature are perennial & vital to the nations continuos progress.

17
 Collaboration with international organizations of technological excellence

constant research to adopt the emerging technology to the specific

requirements of the market & belief in the psychology of industrial

interdependence have made Escorts today one of the leading lined-cities in

india’s new industrial culture Escorts has emerged as a fraternity of above

50000 share holder.22000 employers 4000 ancillary suppliers 1600 dealers &

stockiest all engaged in a large-scale involvement & sustained efforts to meet

the ever widening market horizons of technological competence appropriate

to India unique & changing needs.

Escorts believe in incorporating the world’s finest existing technology to

meet the Indian consumers demands by collaborating with internationally

renewed companies.

DPMC is the largest franchised automobile distributor in Sri Lanka for

Yamaha Motorcycles, Yamaha Three Wheelers, Ford Vehicles and CHERY

Cars. While making a significant impact on the progress of the nation, the

Yamaha Three Wheelers have also promoted self employment, and enabled

a means of support for over a million people.

18
 DPMC’s wide range of Motorcycles such as the Pulsar DTS-i, Discover

DTS-i, CT 100 has enabled hundreds of Sri Lankans to own vehicles with

high performance and a low maintenance cost.

MRF Tyres and Yamaha genuine spare parts are the other products

that have been launched by our Company.

We always satisfy our customers by providing products and services

that are high in quality, through the commitment and team work of our

employees and their invaluable services rendered towards the Company.

19
 The efficiency and dedication contributed by our employees together

with the streamlining process and quality assurance have helped our

Company to achieve many quality standards.

In its environmental policy, David Pieris Motor Company Ltd. (DPMC)

pledges its commitment to conserve the environment as an essential

requirement that will benefit its employees, customers and all those who

interact with the organization. The Company does not just pay lip service to

its environmental policy but makes a conscious effort to conduct itself

responsibly and with utmost dedication to ensure that not only its products

and services but also the operations upon which it embarks to bring them to

market conform to internationally accepted standards in order to safeguard

the environment.

Environmental Policy

At David Pieris Motor Company we sincerely believe that conserving

and creating awareness on preserving the environment are essential

20
ingredients that will benefit our employees, customers and the society at

large.

We shall conduct ourselves responsibly and with utmost dedication to

prevent pollution, ensuring that all our products and services and the

operations upon which we embark to bring them to market, conform to

internationally accepted standards to safeguard the environment.

We shall abide by the relevant environmental legislations and

regulations and comply with their provisions by controlling the exhaust gas

emissions of our Two Wheelers and Three Wheelers to be within the

stipulated standards, minimising dust emissions from painting activities and

also adhering to advanced systems and practices of disposal in respect of

rain water and solid waste.

We stand committed to conserving natural resources by collecting

storm water and wash water and purifying and recycling it for usage in

compliance with Sri Lanka Standards for Potable Water.

We shall steadfastly strive to instil awareness in the general public to

safeguard the wildlife and its natural beauty through the display of educative

hoardings and also through Company sponsored tournaments for the

development of sports, aptly titled ‘Nature’.

21
 We shall operate within the requirements of an environmental

management system based on ISO 14001, strengthening our existing Quality

and Safety Management Systems, in order to achieve continual improvement.

We will accomplish the environmental objectives and targets mandated

in our Environmental Management System.

We are equipped with a comprehensive workshop and service facilities

and assure you a high level of service. As a franchised dealer for Yamaha we

confirm the availability of spares for the vehicles we offer.

We also have Regional Offices in Kandy, Matara, Anuradhapura,

Ratnapura, Ampara, Dehiattakandiya, Puttalam, Mathugama, Trincomalee,

Nuwara Eliya, Badulla, Kurunegala, Yakkala, Negombo, Monaragala,

Tissamaharama along with an authorised Service & Spare part dealer

network, Island-wide, for your convenience. Our objective is to serve

outstation markets, saving the customers the bother of travelling to Colombo

for purchase or repair facilities.

22
 We at DPMC care about our employees, our customers and our

workplace. While we continuously try to make good business decisions, we

think about the big picture too. We care about the world around us and do our

level best to minimize the impact our products and manufacturing facilities

have on the environment. And we are proud to say that we have been

rewarded for our good works.

5S: in recognition of our activities towards improving the work environment

and increasing productivity.

Health & Safety: in recognition of our dedication to ensure the health and

safety of our employees, customers and all those who visit our premises.

23
 We are equipped with a comprehensive workshop and service facilities

and assure you a high level of service. As a franchised dealer for Yamaha we

confirm the continued availability of spares for the vehicles we offer. We also

have Regional offices in Battaramulla, Kandy, Matara, Anuradhapura,

Ratnapura, Ampara, Nuwara Eliya, Puttalam, Dehiattakandiya, Badulla,

Mathugama, Trincomalee, Yakkala, Kurunegala, Manaragala, Negombo and

Tissamaharama along with an authorised Service & Spare part dealer

network, Island-wide, for your convenience. Our objective is to serve

outstation markets, saving the customers the inconvenience of travelling to

Colombo for purchases or repair facilities.

After Sales Services-

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02 Services will be carried out free of charge within 02 months or 2500Kms,

whichever occurs first. Excluding materials.

- We offer a warranty period of 2 years or 30,000Kms, whichever occurs first,

from the date of purchase.

Educational Programmes for Fleet Owners on Proper Maintenance

The prime function of this program is to educate the actual users of the

vehicle on basic maintenance procedures, in order to keep your vehicle in

good running condition and protect our investment.

Fleet Owner Discount

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 Fleet owners of Yamaha Motorcycles will benefit by the following

discounts offered, applicable on cost of spare parts and labour on repairs

carried out.

SPARE PARTS LABOUR

Category A 15% 10%

Category B 10% 10%

Owners of 10 vehicles or
Category A -
more.
Owners of between 3 and 10
Category B -
vehicles.

OUR BRAND

Our Brand Identity

Our Brand is the visual expression of our thoughts and actions.

26
It conveys to everyone our intention to constantly inspire confidence.

Our customers are the primary audience for our brand.

Indeed, our Brand Identity is shaped as much by their belief in Yamaha as it

is by our own vision.

Everything we do must always reinforce the distinctiveness and the power of

our brand.

We can do this by living our brand essence and by continuously seeking to

enhance our customers’ experience.

In doing so, we ensure a special place for ourselves in the hearts and the

minds of our customers.

Our Brand Essence

Our Brand Essence is the soul of our brand.

27
Our brand essence encapsulates our mission at Yamaha .

It is the singular representation of our terms of endearment with our

customers.

It provides the basis on which we grow profitably in the market.

Our Brand Essence is Excitement.

Yamaha strives to inspire confidence through excitement engineering.

Blending together youthful creativity and competitive technology to exceed

the spoken and the implicit expectations of our customers.

By challenging the given. By exploring the unknown and thereby stretching

ourselves towards tomorrow, today.

Our Brand Values

We live our brand by its values of Learning, Innovation, Perfection,

28
Speed and Transparency. Yamaha will constantly inspire confidence through

excitement engineering.

Learning

Learning is how we ensure proactively. It is a value that embraces

knowledge as the platform for building well informed, reasoned, and decisive

actions.

Innovation

Innovation is how we create the future.

It is a value that provokes us to reach beyond the obvious in pursuit of that

which exceeds the ordinary.

Perfection

Perfection is how we set new standards.

29
It is a value that exhibits our determination to excel by endeavouring to

establish new benchmarks all the time.

Speed

Speed is how we convey clear conviction.

It is a value that keeps us sharply responsive, mirroring our commitment

towards our goals and processes.

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Transparency

Transparency is how we characterise ourselves.

It is a value that makes us worthy of credibility through integrity, of trust

through sensitivity and of loyalty through interdependence.

Management Chairman

ProfileRahul Yamaha

Madhur Yamaha Vice Chairman

Rajiv Yamaha Managing Director

Sanjiv Yamaha Executive Director

Ranjit Gupta Vice President (Insurance)

C P Tripathi Vice President (Operations)

N H Hingorani Vice President (Materials)

Kevin D'sa Vice President (Finance)

Pradeep Shrivastava Vice President (Engineering)

S Sridhar Vice President (Mktg & Sales - 2Wh.)

V S Raghavan Vice President (Corporate Finance)

S Ravikumar Vice President (Business Development)

K Srinivas Vice President (Human Resources)

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Abraham Joseph General Manager (Research & Development)

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KEY POLICIES ENVIRONMENTAL POLICY

Towards creating and preserving a cleaner environment

Yamaha Motors Ltd., manufacturer of two and three wheeler vehicles

is committed to prevention of pollution, continual improvement of our

environmental performance and compliance with all applicable environmental

legisTowards this, we shall strive to:

Create a proactive environment management system that addresses

all environmentally significant aspects related to our products and processes,

Minimise the generation of waste and conserve resources Through

better technology and practices, and Promote environmental awareness

amongst our employees and motivate them to fulfill our commitments.

33
 We, at Yamaha Motors, pledge ourselves towards creating and

preserving a cleaner environment.

Quality Policy

We at Yamaha Motors continue to firmly believe in providing the

customer Value for money, for years through our products and services. This

we shall maintain and improve,

In our decision making, quality, safety and service will be given as

much consideration as Quality shall be built into every aspect of our work life

and business operations.

Quality improvements and customer satisfaction shall be the

responsibility of every employee.

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TPM Policy

Yamaha Motors Ltd. Mukand International Ltd.

Mukand Ltd. Mukand Engineers Ltd.

Yamaha Electricals Ltd. Mukand Global Finance Ltd.

Yamaha Hindustan Ltd. Bachhraj Factories Pvt. Ltd.

Maharashtra Scooters Ltd. Yamaha Consumer Care Ltd.

Yamaha Motors Finance Ltd. Yamaha Motors Holdings Ltd.

Hercules Hoists Ltd. Jamnalal Sons Pvt. Ltd.

Yamaha Sevashram Pvt Ltd. Bachhraj & Company Pvt. Ltd.

Hind Lamps Ltd. Jeevan Ltd.

Yamaha Ventures Ltd. The Hindustan Housing Co Ltd.

Yamaha International Pvt Ltd. Baroda Industries Pvt Ltd.

Hind Musafir Agency Pvt Ltd. Stainless India Ltd.

Yamaha Allianz General Insurance

Bombay Forgings Ltd.
Company Ltd.

Yamaha Allianz Life Insurance

-
Company Ltd.

We at Yamaha Motors adopt Total Productivity Maintenance as a

means of creating a safe and participative work environment in which all

employees target the elimination of losses in order to continuously enhance

35
the capacity, flexibility, reliability and capability of its processes, leading to

higher employee morale and greater organizational profitability.

36
YAMAHA MOTORS LIMITED

Community Initiatives

Yamaha in the community

Yamaha Motors is committed to nation-building and contributing to the

uplift and development of the weaker sections of society. This is a legacy of

our founders, Jamnalal and Kamalnayan Yamaha . Because of their close

links with Mahatma Gandhi and the freedom struggle, they sincerely believed

that as businessmen they were trustees of the community and the profits they

earned must be ploughed back for the development of the community.

• Jankidevi Yamaha Gram Vikas Sanstha (JBGVS)

• Samaj Seva Kendra

• Kamalnayan Yamaha Hospital

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Jankidevi Yamaha Gram Vikas Sanstha (JBGVS)

Yamaha Motors’s philanthropic activities among the rural poor are

carried out by a trust, the Jankidevi Yamaha Gram Vikas Sanstha (JBGVS).

This trust was formed 15 years ago by Ramkrishna Yamaha in memory of his

mother, Jankidevi Yamaha . JBGVS acts as a catalyst to development at the

grass root level in 32 villages around Yamaha Motors’s Pune and Aurangabad

plants.

Vision Statement of JBGVS

JBGVS is a non-political and secular organisation, which strives to

improve the quality of life of the rural poor by creating self employment

opportunities at the grass-root level, through the use of appropriate

technologies, in harmony with nature.

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Focus

The trust initiates sustainable, integrated development through long

term projects in rural health, hygiene and sanitation, education and adult

literacy, improving agricultural and livestock yield, watershed development

and women’s empowerment. Through its poverty alleviation schemes, the

trust provides micro credit and income generation opportunities for the poor.

These projects have a positive impact on the quality of rural living standards.

Under the auspices of the ‘model village scheme’ of the Maharashtra

Government, JBGVS has assisted the development of several villages in the

last five years. Under this scheme, NGOs, public institutions, colleges,

hospitals, local self-government bodies and state government departments for

agriculture and horticulture, work together to bring about a holistic and

sustainable improvement in rural living conditions.

JBGVS is now expanding its reach to a larger constituency of rural

communities to help them improve the quality of their life. The trust is

stepping up its projects encompassing agricultural extension services, lift

39
irrigation, environmental sanitation, veterinary services, health and education.

The scope of the women’s self help groups is simultaneously being expanded

to undertake a larger variety of income generation projects which help in

raising and improving standards of living.

Implementation strategy

(1) To ensure the involvement of our rural constituents, JBGVS relies on a

participatory approach in implementing all its projects.

(2) In addition, the trust secures the participation of local elected bodies like

the gram panchayat (village council), co-operative societies, women’s and

youth bodies in decision making.

(3) JBGVS will undertake large-scale manpower development projects in

agriculture, animal husbandry, dairy, horticulture, health, education and

income generation projects to accelerate the pace of development activities.

40
Highlights - 2002-2003

Putting a Smile on the Face of Rural India!

JBGVS works at the grassroot level in 21 villages of Khed and Maval

Talukas of Pune District and 3 villages of Aurangabad district, Maharashtra.

The philanthropic activities under implementation here, aim an

integrated development of these villages through women empowerment,

income generation, health programmes, agricultural extension, animal

husbandry, watershed development, drinking water schemes, sanitation and

education. The beneficiaries are 3200 families - comprising a population of

about 18,000 villages.

AGRICULTURE

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Village Pond - Inglun (Andra Maval)

This pond has seen the light of day through the coordinated efforts by

JBGVS, the Government and the villagers themselves. The approximate

capacity of this pond is 16,000 cq.mt. and it will irrigate about 8 hectares of

land by percolation, thus enabling the farmers to boost their yield.

KT Weir Kanhewadi Budruk (Khed)

This Kolhapur type bund has been constructed under the 'Adarsh

Gaon' scheme. The bund was constructed within three months and will help

farmers irrigate 15 hectares land.

Farm Bunding - Bokud Jalgaon (Aurangabad)

Twenty four hectares of farm land was levelled and bunds raised to

prevent erosion of top soil and retain and percolate rain water in the farms for

better cultivation.

42
Integrated Pest Control

Integrated Pest Control was introduced in villages or Maval Taluka of

Pune to minimize the pest menace on paddy crop.

Watershed Development - Karla (Maval)

CAPART, New Delhi, has sanctioned a 4 years watershed

development project in seven villages in an around Karla.

Demonstration Plot

JBGVS introduced a new technique for crop yield improvement at

Bokud Jalgaon in Aurangabad.

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WOMEN EMPOWERMENT AND INCOME GENERATION

Catering Equipment Service - (Kusur village, Andra Maval)

A Self Help Group of Kusur village purchased a set of catering

equipment out of their savings which is being rented out to villagers during

weddings and other functions. This is now an example of entrerpreneurship

by women for other groups to emulate.

Mahila Melava (Gahunje, Maval Taluka)

Such Mahila Melavas are held once a year in our villages, which help women

to develop their personality.

44
COMMUNITY HEALTH

Health Workers

Sixteen health workers have been engaged from amongst the village

women to take care of minor illnesses, sanitation, nutrition, medical

emergencies, hygiene and family planning. They were put through a training

programme conducted by the C.R.H.P., Jamkhed.

Mobile Clinics

Once a fortnight, a mobile clinic visits 13 villages to diagnose minor

illnesses and dispense medicines. Serious cases are referred to various

hospitals. Health campus too are conducted regularly through these mobile

clinics.

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ANIMAL HUSBANDRY

JBGVS provides veterinary services to villages to Khed and Maval

Taluka.

Kapila Dairy

This project was successfully completed at Saindane Thakarwadi,

Khed Taluka, for fifty beneficiary families with help from CAPART.

Aiding Dairy Start-ups

Villagers from Kunewadi in Andra Maval were encouraged to procure

buffaloes with financial help extended by JBGVS, and start dairy business.

46
Expansion plans Drinking water

To overcome the shortage of drinking water in rural areas, JBGVS has

undertaken a new project to deepen and repair village wells, install hand-

pumps and simple water purification systems at water supply points and

initiate village level rain-water harvesting schemes.

Health and medical services

The trust is accelerating its pace of medical intervention projects to

combat malnutrition, vitamin deficiency, leprosy, tuberculosis and other

diseases by increasing the frequency of its village health camps and

preventive health and maternity care, family planning camps.

Rural sanitation

JBGVS is expanding into sanitation awareness projects to motivate

47
villagers to take up construction of low cost toilets, soak-pits and other

facilities for hygienic disposal of human and animal waste.

Veterinary projects

The trust’s emphasis is on improving the health of livestock resources,

through vaccination and medical camps along with facilities for artificial

insemination to raise high yielding crossbreeds.

Lift irrigation

The trust has helped to bring vast tracts of unproductive land under

cultivation by providing expertise to farmers to initiate lift irrigation projects. It

also assists them in raising finances for these projects through banks and

other agencies.

48
Agriculture extension

JBGVS educates farmers on the use of improved, high yielding seeds

and modern methods of cultivation. It will soon provide expertise in

vermiculture, floriculture, and sericulture techniques and growing nutritious

varieties of fodder.

Water conservation

The trust promotes various techniques of watershed development

depending on the local terrain and topography to maximise water availability

for irrigation by facilitating consultative interaction between village

representatives and various government agencies.

Tree plantation

JBGVS has been assisting village level afforestation projects on

unused public land to combat soil degradation, scarcity of fuel and fodder

49
scarcity caused by the denudation of forests. This project will be extended to

a larger number of villages.

Model village scheme

The state government of Maharashtra has recognised the efforts of

JBGVS in promoting integrated development in rural areas under the

government’s ‘model village scheme’. The trust has adopted five villages,

which have been developed as model villages.

Village infrastructure

Since village infrastructure development has long-term effect on village

communities the trust helps villages to take up need-based, construction of

nurseries and crèches and low-cost housing projects.

Community development

The trust will extend its reach to a larger number of villages through

regular village level meetings and video shows to spread awareness and

50
motivate villages to adopt women’s development and leadership, modern

agricultural practices and watershed development.

Cultural initiatives

To strengthen communal amity in the villages, the trust encourages

community prayer meetings, bhajan (devotional hymns) competitions,

reinforcing messages through puppet shows and study tours. Local youth

clubs are encouraged to organise sports and cultural events.

Women’s development

JBGVS’s women volunteers assist village women to organise

themselves into self-help groups to articulate issues of common concern and

address themselves in finding solutions to their problems pertaining to

education and health.

51
Training & study tours

Training forms an integral part of all JBGVS activities. Training

programmes are conducted at three levels — village residents, village

animators and JBGVS staff. Before initiating new field programmes, staff

undergo appropriate capability development programmes. Subsequently,

training is cascaded to local village animators and, through them, to individual

village residents. This helps ensure a consistently high rate of success of all

JBGVS projects.

To convince villages to adopt new techniques in agriculture, water

resource management, livestock development, etc, study tours for village

residents are organised to model villages where such projects have been

implemented successfully.

Project monitoring

JBGVS has an elaborate follow-up and monitoring mechanism for all

its programmes, which functions at three levels. On the field, project

52
organisers conduct weekly monitoring sessions with the field staff. The

executive trustee and secretary of the trust meet the staff at each project

every fortnight to evaluate its implementation. Finally, the chairman and the

board of management of JBGVS appraise themselves of the progress of the

project every quarter

Samaj Seva Kendra

Social activities in semi urban areas on the outskirts of Pune are

undertaken by the Samaj Seva Kendra (SSK), set up by Yamaha Motors in

1975 . SSK provides local industrial workers with opportunities for self

development, education, healthcare, sports and recreation. It involves local

institutions and municipal bodies, local Rotary Clubs and NGOs in its

activities.

53
 SSK has helped empower wives of factory workers by providing them

earning opportunities. Last year, its Laxmi Mahila Cooperative Credit Society

(started in 1990) earned Rs 1 lakh by supplying chapattis, prepared by its

members, to industrial canteens.

SSK also organises weekly medical consultation and health awareness

programmes, child and adult education, vocational training and personality

development programmes, leisure and recreational facilities for women.

Kamalnayan Yamaha Hospital

A modern, 135-bed hospital at Aurangabad in Western Maharashtra,

the Kamalnayan Yamaha Hospital provides high-quality secondary and

tertiary healthcare and specialist facilities under one roof.

Its panel of renowned full-time consultants provides comprehensive

multi-specialty care and advanced surgical procedures such as coronary

artery bypass, beating heart graft surgeries, joint replacements, complex

neurosurgical procedures, kidney transplants. The hospital's well-designed

54
suite of five operation theatres is equipped to cater to complex surgical

procedures.

The hospital has state-of-the-art facilities like a cardiac catheterisation

lab, advanced spiral computer topography (CT) scanner, a colour doppler —

all from GE Medical Systems — a Mac 5000-series stress test machine, a

holter monitor from GE-Marquette, ultra-touch dialysis equipment from Baxter

and an advanced reverse osmosis plant.

A well-equipped, 26-bed multi-specialty intensive care unit (ICU)

provides emergency and post-operative care that is on par with the best in the

country.

The hospital has a critical-care ambulance (a hospital on wheels) with a

defibrillator, portable ventilator, pulse oximeter, ECG machine and

Glucometer. The ambulance is attended round the clock by a physician, a

nurse and support team of qualified paramedics.

The hospital’s facilities range from spacious and hygienically

maintained general wards with all essential amenities to large deluxe rooms

furnished with sofas, telephones, refrigerator, television and a small

55
kitchenette. For relatives of patients, the hospital provides guesthouse

facilities and a professionally managed cafeteria.

The large hospital campus with its wide open spaces, pleasing

landscape, ample parking are meticulously maintained.

The hospital offers a specially designed health insurance and annual

medical check-up plan in association with Yamaha Allianz General Insurance,

which provides

Some like our looks. Some go for the speed and power. The truth is our

motorcycles have it all -style, mileage, speed, performance, comfort and

safety. So go ahead and make your choice; whichever bike you go for, you

are in for a great ride.

56
QUARTER RESULTS

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE

30, 2006

CONSOLIDATED FINANCIAL AND SEGMENT-WISE RESULTS OF

YAMAHA MOTORS LIMITED AND ITS SUBSIDIARIES, JOINT VENTURES

AND ASSOCIATES

UNAUDITED CONSOLIDATED FINANCIAL RESULTS FOR THE QUARTER

ENDED JUNE 30, 20

(Rs. in

57
 Million)

QUARTER QUARTER YEAR

ENDED ENDED ENDED

30.06.2006 30.06.2005 31.03.2006

(Audited)

Net Sales / Income from operations 22942.8 17558.3 81037.4

Total Expenditure:

a) Materials 15553.8 11431.9 53281.5

b) Staff Cost 861.8 737.7 2763.6

c) Other expenditure 2078.6 1655.2 7391.4

d) Expenses capitalised (65.7) (50.4) (248.1)

Interest 7.3 0.9 3.4

Gross Profit after Interest but before Depreciation &

4507.0 3783.0 17845.6
Taxation

Export incentives accrued in previous year written off (See 103.9 - -

Note1)

Compensation paid under Voluntary Retirement Schemes - 0.4 227.8

Depreciation 481.9 462.8 1912.8

Profit Before Tax and share of profit on Investments in

3921.2 3319.8 15705.0
Associates

Add: Share of Profit after tax on Investments in Associates 14.3 53.1 93.1

Profit Before Tax 3935.5 3372.9 15798.1

58
Provision for Taxation (Including Deferred Taxes & Fringe 1419.3 1024.2 5093.7

Benefit Tax)

Net Profit 2516.2 2348.7 10704.4

Prior period adjustments

Tax credits pertaining to earlier years - - 228.2

Others (net) - (10.5) (8.7)

Profit After Prior Period Adjustments 2516.2 2338.2 10923.9

Less: Minority Interest in Net Income of subsidiaries (41.5) 36.7 (122.1)

Income attributable to consolidated group 2557.7 2301.5 11046.0

SEGMENT-WISE REVENUE, RESULTS AND CAPITAL EMPLOYED (Rs. in Million)

QUARTER QUARTER YEAR

ENDED ENDED ENDED

30.06.2006 30.06.2005 31.03.2006

(Audited)

Segment Revenue

Automotive 22039.7 16352.9 76728.2

Insurance 9662.4 3930.2 38440.4

Investment & Others 952.4 997.1 4470.7

Total 32654.5 21280.2 119639.3

Less:Inter segment Revenue 61.6 57.4 254.5

Net Sales/Income from operations 32592.9 21222.8 119384.8

Segment Profit/(Loss) before Tax & Interest

Automotive 3109.2 2199.2 11826.9

Insurance (40.8) 215.3 (167.4)

59
Investment & Others 874.4 959.3 4142.0

Total 3942.8 3373.8 15801.5

Less: Interest 7.3 0.9 3.4

Total Profit Before Tax 3935.5 3372.9 15798.1

Capital Employed

Automotive 7410.8 7913.0 6839.9

Insurance 5383.3 3269.8 5640.1

Investment & Others 63399.4 51715.8 60325.7

Unallocable (4408.5) (2281.6) (3828.9)

Total 71785.0 60617.0 68976.8

The consolidated financial results include results of the following companies

% Shareholding and

voting power of
Consolidated
Name of the company Yamaha Motors Segment
as
Limited and

Subsidiaries

a) Yamaha Motors Holdings Limited 100% Investment Subsidiary

b) Yamaha Allianz General 74% Insurance - Subsidiary

Insurance Company Limited general

60
c) Yamaha Allianz Life Insurance 74% Insurance - Subsidiary

Company Limited life

d) Maharashtra Scooters Limited 24% Automotive & Joint Venture

Investments

e) Yamaha Motors Finance Limited 41.51% Hire Associate

Purchase

Financing

NOTES: 1. During this quarter, the company has written off export incentives

of Rs. 103.9 million that had accrued and was accounted during the last year,

due to reduction of incentive under Target Plus Scheme announced by

Government of India in the current quarter with retrospective effect.

2. Gross Written Premium (GWP) for the quarter ended June 30, 2006 of

general and life insurance business is Rs. 4501.4 million and Rs. 7321.9

million respectively. The corresponding figure for the quarter ended June 30,

2005 was Rs. 3168.8 million and Rs. 2396.7 million respectively.

61
3. For the purpose of consolidated financials the net result of the insurance

business revenue accounts together with shareholders income and transfers

(See Note 4) in accordance with the reporting framework of IRDA amounting

to a net loss of Rs. 38.1 million prior to elimination of inter segment revenue

of Rs. 11.2 million for the quarter ended June 30, 2006 has been included in a

manner consistent with the parent's reporting format as was done for the

previous periods. However, for reporting segment information, segment

revenues for both insurance businesses represent the premiums earned and

other income.

4. The consolidated accounts for the quarter ended June 30, 2006 includes a

sum of Rs. 404 million representing the transfer from shareholders' account to

policyholders' account to fund the deficit in the policyholders' account in the

life insurance business.(Corresponding previous quarter.

5. The results for the quarter ended June 30, 2006 have been subjected to

"Limited Review" by the auditors.

62
6. Figures for previous year / period have been regrouped wherever

necessary.

7. The company did not have any investor complaints pending as on as on 1

April 2006 and as on 30 June 2006. There were Nil investors' complaints

received and disposed of during the quarter ended 30 June 2006.

8. The above results have been taken on record in the meeting of Board of

Directors held on July 15, 2006.

63
Performance ReportsListed below are snapshots of monthly sales

performance for the Year 2006:

2006

January February March April May June

July August

Listed below are snapshots of monthly sales performance for the Year

2005:

2005

January February March April May June

July August September October November December

Listed below are snapshots of monthly sales performance for the Year

2004:

64
2004

January February March April May June

July August September October November December

Listed below are snapshots of monthly sales performance for the Year

2003:

2003

December November October September August July

June May April March February January

Sales in numbers for the month of August 2006

1st September 2006

Product For August Upto August For August Upto August

2006 2006 2005 2005

Motorcycles 180,570 919,872 149,415 687,174

Geared Scooters - 5,253 6,718 32,902

65
Ungeared Scooters 1,443 6,265 8,225 23,110

Step thrus - - - 870

Total 2 wheelers 182,013 931,390 164,358 744,056

Three Wheelers 26,150 123,688 22,782 98,678

Grand Total 208,163 1,055,078 187,140 842,734

66
J Sridhar : Company Secretary

S V Bhagwat : Asst. Manager (Shares)

Mumbai office :

R R Mirchandani : Branch Manager

A Rajan : Officer (Shares)

What are the addresses & contact nos. for Pune/Mumbai offices?

Pune office :

Mumbai-Pune Road,

Akurdi, Pune 411 035

Phone : (020)-27472851

(Extn. No - J Sridhar: 6603 , S V Bhagwat: 6063)

Fax : (020)-27407380

E-mail addresses :

1) jsridhar@Yamaha auto.co.in

2)svbhagwat@Yamaha auto.co.in

3) investors@Yamaha auto.co.in

67
How long does it take for a share transfer and a dematerialisation

request?

Share transfers are normally registered within a period of two weeks

from the date of receipt of the relevant documents at Pune. However, all the

documents have to be in order in all respects. After the transfer of shares

under physical mode is carried out, the certificate/s duly endorsed in the

name/s of the transferee/s are retained with the Company for a maximum

period of 30 days; during which the newly registered shareholder is given an

option to directly dematerialise his/her shares without obtaining the physical

delivery of share certificates. As per the recent notification issued by SEBI,

this facility can be offered to the shareholders who have acquired less than

500 shares at a time. All valid dematerialisation requests are dealt with within

8 to 10 days from the date of receipt of Demat Request Form (DRF) as well

as the electronic message.

When is the annual dividend payable and when was it paid last?

Dividend is payable when declared at the Annual General Meeting,

which is normally held in July every year.

68
 The last dividend recommended by the Board of Directors at its

meeting held on 19 May 2006 was @ Rs.40/- per share (400 per cent) of the

face value of Rs.10/-. It was subsequently declared at the Annual General

Meeting held on 15 July 2006 and was paid to all the eligible shareholders/

beneficial owners immediately thereafter.

How does one obtain the dividend remaining unpaid/unclaimed?

How does one obtain the dividend remaining unpaid/unclaimed?

Unpaid / unclaimed dividends upto the year 1994-95 have been transferred to

General Revenue Account of Central Government. Those who have, so far,

not been able to encash their dividend warrants for the period upto and

including the year 1994-95 for whatever reasons can claim the same from

Registrar of Companies , Maharashtra, PMT Commercial Building, Deccan

Gymkhana, Pune 411 004 after following a prescribed procedure.

Unpaid and unclaimed dividends for the year 1995-96, 1996-97, 1997-

98 have been transferred to Investor Education and Protection Fund (IEPF)

69
set up by the Central Government. As per the provisions of the section 205-C

of the Companies Act, 1956, dividends remaining unclaimed and unpaid for a

period of seven years from the date of Transfer to "Unpaid Dividend A/c" are

liable to be transferred to IEPF and cannot be claimed after the transfer.

Unpaid dividends in respect of the years 1998-99 onwards can be

claimed from the Company before the expiry of seven years from the

respective date of payment / declaration of dividend.

When was the last bonus issue made?

The last bonus issue in the proportion of one share for every two

shares held was made in October 1997.

70
71
RESEARCH DESIGN

A RD is a blue print for the collection, measurement and analysis of data.

To conduct the market research first of all it is necessary to create a research

design. A research design is basically a blue print of how a research is to be

conducted, it may include;

1. CHOOSING THE APPROACH

2. DETERMINING THE TYPES OF DATA NEEDED.

3. LOCATING THE SOURCE OF DATA.

4. CHOOSING A METHOD OF DATA.

Research Design

Exploratory Conclusion

Descriptive Casual

Observati Survey
on

72
73
Basically there are 3 types of approaches used during the any research:-

1. EXPLORATORY.

2. DESCRIPTIVE.

3. EXPERIMENTAL.

During this research Descriptive and Exploratory approach is taken into

consideration because of the availability of relevant information to describe

the relationships between the marketing problem and the available

information.

74
75
OBJECTIVE OF THE STUDY

Recruitment is an endless job. Continuous recruitment is necessary

because of the following reasons:

1. To study the customer`s satisfaction on dealer`s after sales service .

2. To comparison of escorts Yamaha motors ltd with other brands .

3. To problem facing by delaers and suggestion of the dealer to the company

76
77
 DATA COLLECTION METHODS (TOOLS AND TECHNIQUES)

To conduct the market research the data is collected by two source.

SECONDARY DATA

Secondary data is one which already exists and is collected from the

published sources.

The sources from which secondary data was collected are:

• Newspapers and Magazines like business world ,business today, and

4p’s

• Internet

PRIMARY DATA

The primary sources of data refer to the first hand information Primary data is

collected during the survey with the help of questionnaires

78
79
UNIVERSE : employees in Yamha motors

SAMPLE SIZE : 40

SAMPLING METHOD

There are two main categories under which the sampling methods can be put.

They are: - 1. PROBABILITY SAMPLING.

2. NON PROBABILITY SAMPLING

But during this project non-probability method of sampling is the most

suitable. In this method the chance of any particular unit in the population

being selected is unknown. The three most frequently used non-probabilistic

designs are:-

1) JUDGMENT

2) CONVENIENCE

3) QUOTA SAMPLING

All three Judgment, convenience and Quota, sampling are used in this

research.

80
81
Q.1 .- Do you have any Yamaha Motors bike ?

yes No

Student 65 % 35 %

Service man 78 % 22 %

Business man 69 % 31 %

Total 70 % 30 %

Q.2 .- Which bike do you have ?

82
 CBZ PASSION SPLENDOR CD100/SS JOY DAWN

Student 8% 19% 25% 22% 20% 6%

Service 10 % 20% 305 20% 16% 4%

man

Business 12 % 22% 28% 17% 21% 2%

man

Total 12 % 20% 28% 205 19% 4%

Q.3 – Who has influenced you to buy that bike ?

Friends Family Advertisement Dealers show Others

Student 35% 30% 20% 7% 8%

Service 22% 28% 25% 10% 15%

83
 man

Business 18% 26% 18% 20% 18%

man

Total 23% 30% 21% 12% 14%

Q . 4- What are the reasons for buying this? (give number for this)

Good QUICK Better out Low Economy Others

mileage pickup sale value maintenance

Student 40% 23% 15% 8% 7% 5%

Service man 30% 11% 20% 20% 15% 4%

84
Business 35% 15% 16% 17% 18% 2%

man

Total 35% 10% 16% 15% 7.6% 3.6%

Q.5- What is Your Perception about Yamaha Motors motorbike?

excellent Good Average Poor No

opinion

Student 60% 25% 8% 0% 7%

85
Service 50% 30% 10% 0% 10%

man

Business 55% 38% 7% % 0%

man

Total 58% 31% 8.3% 0% 3.6%

Q.6- Since how many Years do you Know about Yamaha Motors?

Form back 5 years 10 years 20 or more

childhood

Student 50% 0% 6% 44%

Service man 30% 0% 5% 55%

Business man 55% 0% 2% 33%

Total 48.3% 0% 4.3% 44%

86
Q.7- What is your opinion your bike motive you to buy one mind.

Pickup Mileage Rise in Price Model Brand

Student 25% 25% 26% 4% 20%

Service man 32% 30% 15% 8% 15%

Business man 24% 35% 20% 10% 10%

Total 27% 30% 20.3% 7.3% 15%

87
Q.8- Yamaha Motors after sale Services?

Excellent Very Good Good Fair Poor

Student 35% 35% 20% 0% 10%

Service man 23% 11% 56% 6% 3%

Business man 48% 33% 17% 0% 2%

Total 35.3% 36.6% 31% 2% 5%

88
Q.9- Should bike industries introduce bike exchange scheme with new one?

Yes No

Student 46% 40%

Service man 70% 30%

Business man 50% 50%

Total 60% 40%

89
Q.10- Which bike would you like to Purchase?

CBZ passion Splendor Cd 100/ss joy Dawn

Student 10% 20% 40% 8% 12% 10

Service 8% 35% 30% 10% 15% 6

man

Business 8% 25% 45% 12% 6% 4

man

Total 8.6% 27% 39% 7% 9.6% 6.6

90
Q 11. Are you satisfied with the functioning of Yamaha Motors products?

Yes No

Student 60% 40%

Service man 70% 30%

Business man 80% 20%

Total 70% 30%

91
 Q 12. Please tick 3 important reasons choose by this ?

mileage pickup Style Easy driving Low maintenance

Student 10% 12% 15% 4% 3%

Service man 15% 10% 12% 2% 4%

Business man 11% 13% 13% 4% 5%

Total 12% 11% 13.3% 3.3% 4%

92
 Value of Reputation Good offer sales & High resale value

money of company service

Student 10% 23% 15% 8%

Service man 30% 11% 20% 20%

Business man 35% 15% 16% 17%

Total 35% 10% 16% 15%

93
 Strong & durable Price Others

Student 8% 8% 4%

Service man 7% 10% 8%

Business man 6% 4% 6%

Total 7% 7.3% 6%

94
Q 13. What was the mode of purchase of this vehicle ?

Cash Bank Private finance Employers Others

finance finance

Student 70% 30% 0% -

Service 40% 20% 10% 30%

man

Business 30% 25% 25% 20%

man

Total 46.6% 25% 11.6% 16.6%

95
 Q 15. what was the source from which you bear about Yamaha Motors

bike for the first time ?

Newspaper T.V Friends Magazine Family Any

& traditions Others

relations

Student 3% 7% 14% 10% 60% 4%

Service man 5% 4% 50% 12% 28% 2%

Business 8% 6% 44% 14% 30% 8%

man

Total 5.3% 5.6% 36% 12% 39.3% 4.6%

96
97
FINDINGS

Analysis of the Questionnaire is the most important part of any project. On

analyzing the questionnaire, we came to know that about 60% i.e. large chunk

is using Scooter beause of its low prices, low maintenance and multi purpose

use. Because of its low price it is in easy approach for everyone. Motorbikes

are basically liked by the young generation. The main drawback in the

motorbikes is that they do not have Stepny. If we have a flat tyre on a road

than with the help of Stepny we could be able to reach our destination on time.

About the liking of the bike basically Hero Honda ism on the top than

Yamaha and thanother bikes. Honda is liked because of its fuel efficiency buy

Yamaha, because of its good pick-up. As all the respondents says that no

doubt, Yamaha has very good pick-up but its fuel efficiency and stability is its

draw back. All the respondents had shown their full satisfaction on their

purchase.

98
99
• Change in model frequently.

• Further improvement in after sale services.

• Conduct a survey for identifying change of consumers needs.

• Reduction in interest rate in finance

• Reduce the cost of products.

• Provide better customer after sale services.

• Company should provide exchange of old bike with new.

• Company should a direct countable facility to the customer which should

be more advertise for any reason and any Problem.

• Company should reduce its maintenance charge.

100
101
CONCLUSION

At last from the market survey, I came to the conclusion that Yamaha

Motors Bikes are on more market demand because of its good fuel efficiency,

reasonable prices and its good look style. Escorts Yamaha no doubt is on

second number in the market. The main draw back of yamaha bikes is its poor

mileage.

The company should encourage its advertising schemes such as good

media advertisements which can convey proper message about the bike,

hoarding on the road side, test rides, demos etc. to promote its sales. The

company should also consider the problem of finance which is the major

problem in today’s era.

The dealers should provide to its customers some sales promotion

scheme to attract the customers attentions to buy the bikes.

As today is the world of stringent competition, it is really difficult to hold a

position in a market and the one who do so is no doubt a leader of today’s

market. And thus Escorts Dealers should learn to acquire the market with the

leadership quality so as to lead the market and the company has to give its

proper support to the dealers to do so and dealers should also work for the

benefit of the company.

102
103
LIMITATIONS

The training period was short during this short period I tried my level

to marketing the study perfect and full proof. Yet these is following

limitations-

• It was observed that the most of the customers were not playing

Proper attention to fill the questionnaire

• I required the submitted the report in two months and hence I had

less time at my disposal .It was not possible there fore to Conduct a

census survey.

• The research was conducted only On Delhi The research is also

necessary to the other local urban routes also.

104
105
BIBLIOGRAPHY

BOOKS CONSULTED:-

 Kothari, C.R. “Research Methodology”, (2006), Wishwa Publication

WEBSITES

1www.googlescom

2www.blonnet.com

3www.uncerg.org

4www.yamha..com

106
107
Personal Information of Customer

Name:---------------------------- Age: ----------------------------

Occuption;---------------------- Sex: -----------------------------

Address:--------------------------------------------------------------------------

Consumer`s View`s regarding motorbikes

Q.1 do you have any motorbike?

(a) Yes (b) No

Q2.which company`s motorcycle do you have?

(a) Hero Honda (b) Escorts

© Yamaha (d) others

( (f) others

Q3.If Yamaha Motors , are you satisfied with this bike.

(a) Yes (b)No

Q4. If no specify reasons------------------------------

108
Q5.How were you influenced to buy that motorbike?

(a) family (b) Friend

© Advertisement (d) Dealer

Q6.why you would like to purchase this particular motorbike.

(a)milege (b)-pick up

© low maintance (d)-resalevalue

Q7.what is your opinion about the product of Yamaha Motors ?

(a)average (b) Good

© Very good (d) excellent

Q8.Is HeroHonda more preferable motorbikes than others?

(a) Yes (b) No.

Q9.How many free services do you except?

(a) 1 (b) 2 (c) 4 (d)-6

Q10. Are you going to purchase a new bike in near future?

(a) Yes (b) No

Q11.if yes,which motorcycle would you like to purchase.

(a) kawasaki (b) HeroHonda

109
 © Yamaha (d) Enfield

Q12. Should HeroHonda introduce finacining scheme to promote sale;

(a) Yes (b)No

Q13.Why would you suggest to the company from which you will purchase

motorbike?

---------------------------------------------------------------------------------------------------------

---

Q14.Are you satisfied with the after sales service of Yamaha Motors

MotorCycles?

(a) Yes (b) No

Q15. Do you follow the manual guide lines given by the company ?

110
111