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INTRODUCTION
Primary objective:
Secondary objectives:
To know customer handling skills maintained by Bajaj,
Anitha Motors Adoni.
In reality, far too many organizations dont even know who their
customers are or, at the very least, how many they have.
Findings out who your customers are, what they want and providing
it seem to be a task fraught with difficulties. Ask any experienced
marketing manager and they will confirm that not only providing the
RESEARCH METHODOLOGY
Exploratory:
These studies carried out to explore a subject.
SAMPLING TECHNIQUES
a) Judgment Sampling.
b) Convenience Sampling.
c) Panel Sampling.
d) Quota Sampling
1. Primary data:
Primary data is one which is collected by the investigator himself for
the purpose of a specific inquiry or study .Such data is original in
character and is generated by surveys conducted by individuals or
research institutions.
2. Secondary Data:
When an investigator uses the data which as already been collected
by others such data is called secondary data.
Data Collection Techniques:-
1. Observation Methods:
The method can be used to study sales techniques, customer
movements, customer response etc.
2. Experimentation Method:
It may be used in the following situations:
What is the best method for training salesman
What is the best remuneration plan for salesman
What is the effectiveness of a point of purchase
display
What package design should use
3. Questionnaire Method:
3. Interval Scales:
Interval scale not only groups individuals according to certain
categories and taps the order of those groups; it also measures the
magnitude of the differences in the preferences among the individuals.
Ex: what is your opinion on the importance of character in life
1. More important 2.Important 3.Cnt says 4.Not important 5.Nt at all
important
4. Ratio Scales:
The ratio scale not only measures the magnitude of the differences
between points on the scale but also explains the proposition in the
differences.
Ex: Weighing balance
INDUSTRY PROFILE
The first Japanese motor cycle was introduced in the early 80s. Hero
Honda, TVS, and Suzuki brought in the first two strokes and four stroke
engine motor cycles respectively. These two employers initially started
with assembly of CKD kits and later on progressed to indigenous
manufacturing. In the 90s the major growth for motor cycle segment was
brought in by Japanese motor cycle, with grew at the rate of nearly 25%
CAGR in last five years.
Key players in the two wheeler industry:
There are many two wheeler manufactures in India. Major Player in
the two wheeler industry is hero Honda motors Ltd (HHML), Bajaj auto Ltd
and TVS motors company Ltd (TVS), Yamaha motor company Ltd (YML).
Around the turn of the 20th century, bicycle racing was big in the
USA Bicycles would race around big curved tracks called velodroms aided
by pacing machines powered by internal combustions engines, These
pacers were made In Europe and often broke down. A young designer
named Oscar Hedsom built his own America pacer. He met up with a racer
named George Hero Honda who had his own bicycle manufacturing plant
in Springfield, MA. The two combined force and created a bicycle powered
by an engine developed by Edstrom. Thus was born the Hence
Manufacturing Company and the India motorcycle. They chose the name
India since it would signify an American product, George Hence became
known as the Big Chief (B.C) and Oscar Edstrom became known as the
medicine Man. The Factory was called the Wigwam and the dealer
network was called the Tribe.
The company finally changed its name from the Hendee
Manufacturing Company to the India Motorcycle company in 1923.The
first V-towns from Indian were produced in 1907.Hedstrom left the
company after a dispute in 1913 never to work in the motorcycle industry
again. In another dispute within the newly formed company, Hendee also
left the company in 1916 .The Company grew at a rapid rate but had
many competitors, most notably; Harley- Davison, India competed with
Harley-Davidson in the showrooms.
The racks and on the streets to determine which brand the war
continues to this day even though India was to go out of business for all
intents and purposes in 1954.Indian began making motorcycle in 1901 as
the Hedence Manufacturing company the first production model was in
1902 and143 units were produced.
In 1903 376 motorcycles were sold. It continued production through
1953 when it no longer made the classic Indian .in 1999 Indian motorcycle
were Again produced, this them by the Indian Motorcycle corporations.
This was not the same company but it did have rights to the Indian name
trademarks.
Present here a look at Indian models from the first prototype model
in 1901 to the present as provided by members. Gallery called 58 years
of India is provided that gives a picture an description for each model
year from 1901 to 2003.of this article discusses the founding and early
growth of the Indian motorcycle Company .Note the spelling here of
motorcycle instead of motorcycle. The term motorcycle was an
archaic word used in the nineteenth century to denote any horseless
COMPANY PROFILE
The Bajaj Group is amongst the top 10 business houses in India. Its
footprint stretches over a wide range of industries, spanning automobiles
(two-wheelers and three-wheelers), home appliances, lighting, iron and
steel, insurance, travel and finance. The group's flagship company, Bajaj
Auto, is ranked as the world's fourth largest two- and three- wheeler
manufacturer and the Bajaj brand is well-known across several countries
in Latin America, Africa, Middle East, South and South East Asia. Founded
His son, Kamalnayan Bajaj, then 27, took over the reigns of
business in 1942. He too was close to Gandhiji and it was only after
Independence in 1947, that he was able to give his full attention to the
business. Kamalnayan Bajaj not only consolidated the group, but also
diversified into various manufacturing activities. The present Chairman of
the group, Rahul Bajaj, took charge of the business in 1965. Under his
leadership, the turnover of the Bajaj Auto the flagship company has gone
up from INR.72 million to INR. 120 billion, its product portfolio has
expanded and the brand has found a global market. He is one of Indias
most distinguished business leaders and internationally respected for his
business acumen and entrepreneurial spirit.
group comprises of 34companies and was founded in the year 1926. The
companies in the group are:
Bajaj History:
On November 29, 1945 Bajaj Auto came into existence as M/s
Bachraj Trading Corporation Private Limited.
It started off by selling imported two- and three-wheelers in India.
In 1959, it obtained license from the Government of India to
manufacture two- and three-wheelers and it went public in 1960.
In 1970, it rolled out its 100,000th vehicle.
In 1977, the technical collaboration agreement with Piaggio of Italy
expired
In 1977, it managed to produce and sell 100,000 vehicles in a single
financial year.
In 1985, it started producing at Waluj in Aurangabad.
In 1986, it managed to produce and sell 500,000 vehicles in a single
financial year.
Bajaj entered into a strategic tie-up with Kawasaki in late 1990s to
enhance its product line and knowledge up-gradation.
The world's 4th largest two- and three-wheeler company live their
brand by its values of Innovation, Perfection, and Speed. They are
distinctly ahead through excitement engineering.
Innovation is how they create the future. It is a value that provokes
them to reach beyond the obvious in pursuit of that which exceeds
the ordinary.
QUALITY CONTROL:
GLOBAL BAJAJ
Bajaj is present in over 50 countries all over the globe
Dominant presence in Africa, Latin America and South Asia with
increasing market share every year
Market leader in motorcycles in Colombia, Central America, Sri
Lanka, Bangladesh, Philippines, Nigeria, Uganda and Kenya
891,002 units exported in 2009-10, an increase of over 15 % over
the previous year
Total motorcycle exports of 726,115 in 2009-10, growth of 15% over
2008-09
Largest exporter of three wheeled commercial vehicles in the world:
164,887 units exported in 2009-10, a rise of 19% over 2008-09.
Eco Spirit:
Environmental Policy:
Marketing Strategies:
Being the leading manufacturer of two & three wheelers market BAL(Bajaj
Auto Ltd.) has been providing the best of the class models at competitive
prices. Most of the Bajaj models come loaded with the latest features
within the price band acceptable by the market. They regularly update the
low price bikes with the latest features like disk-brakes, anti-skid
technology and dual suspension, etc.
Corporate Governance:
the company enjoys in the corporate world has as much to do with its
reputation for integrity and transparency as with its performance
SWOT Analysis:
FUTURE GOALS:
RECOGNITIONS:
HISTORY OF CRM
Definition
information they need to know about their customers wants and needs
and to build a long-term sustained relationship between the firm and its
customers.
Importance
Objectives
Functions
Marketing
Sales
Services
Marketing:
Marketing primarily deals with providing functionalities of Long term
planning and Short term execution of marketing related Activities within
an organization. For long term marketing plans, Quantitative as well as
Qualitative measures (targets) can be set for a defined period and for
different product groups which are then monitored based on the actual
performance throughout the defined period
Short Term execution includes running Marketing campaigns via
different communication channels targeting a pre-defined group of
potential buyers with a specific message referring to a product or a group
of products
One key objective of the Marketing function of the CRM - Customer
relationship management software is to generate sales related leads,
which finally get converted into Sales Revenues for the company. Lead
management deals with processing these Leads, carrying out a sanity
check, evaluating the genuineness of the information (Since, there is a lot
of information that is gathered during Marketing Campaigns it becomes
necessary to screen these leads), and finally converting them to Hot Leads
or Cold Leads.
Sales:
The sales functionalities of the CRM - Customer relationship
management software are focused on helping the Sales team to execute
and manage the presales process better and in an organized manner.
Sales team is responsible for regularly capturing key customer
interactions, any leads or opportunities they are working on etc, in CRM
system. By organizing all the relevant data such as Prospective customer,
expected budget, total spending, products interested in, expected closing
date, Key players in the deal, important dates and milestones etc.
regarding a prospective deal into one place, Opportunity Management of
the CRM system helps by "Guiding" the Sales representative to carry out
certain suggested activities for its various phases such as, initiation,
identification, qualification, RFP received, quotation sent, final stage, won
or lost. These recommendations are based on the company's sales policy.
This is often referred as "Guided Sales Methodology".
Services:
Service related functionalities are focused on:
Effectively managing the customer service (Planned or Unplanned)
much suitable and correct to the Bajaj, Anitha Motors Adoni. To conduct
the research on customer relationship management in Adoni city is very
time consuming.
Techniques
TECHNOLOGIES FOR CONTACT CENTRE INFRASTRUCTURE
A call centre is based on the following technologies;
Customer relationship management
CRM provides ways of handling customers.
CRM ways for optimizing customer satisfaction.
The goal of CRM is to maximize the interaction and gain maximum
information and provide maximum satisfaction to customers.
When customers call, they think that their problem is the most
important one.
Agents have to make the customers feel that they are important.
Because customer service people spend all day thinking about
how to help customers, they usually know much more than the
customers.
Exceed their expectations
When customers call, they already expect the worst.
Their satisfaction starts at 100%. It decreases the rapidly if they
are not satisfied.
Under the promise and over deliver.
WHAT CUSTOMER HATE
Unstable responsiveness.
Poor after sales services.
Not knowing whats going on.
Talking to a machine.
Unnecessary costs.
No. of
S. No Item %
Respondents
1 Yes 84 84
2 No 16 16
Table-1
Source:
Chart-1
No. of
S. No Item %
Respondents
1 Yes 57 57
2 No 43 43
Table-2
Source:
Chart-2
No of
S. No Item %
Respondents
1
Yes 51 51
2
No 49 49
Table-3
Source:
Chart-3
No of
S. No Item %
Respondents
1
Yes 54 54
2
No 46 46
Table-4
Source:
Chart-4
No of
S. No Item %
Respondents
1
Yes 51 51
2
No 49 49
Table-5
Source:
Chart-5
No of
S. No Item %
Respondents
1
Yes 63 63
2
No 37 37
Table-6
Source:
Chart-6
No of
S. No Item %
Respondents
1
Yes 34 34
2
No 66 66
Table-7
Source:
Chart-7
No of
S. No Item %
Respondents
1
Yes 70 70
2
No 30 30
Table-8
Source:
Chart-8
No of
S. No Item %
Respondents
1
Yes 55 55
2
No 45 45
Table-9
Source:
Chart-9
No of
S. No Item %
Respondents
1
Yes 71 71
2
No 29 29
Table-10
Source:
Chart-10
11. Does customers are happy when their problems are solved by
the retailers support desk.
No of
S. No Item %
Respondents
1
Yes 60 60
2
No 40 40
Table-11
Source:
11. Does customers are happy when their problems are solved by
the retailers support desk.
Chart-11
12. Are you satisfy with the credit facilities provided by Bajaj,
Anitha motors.
No of
S. No Item %
Respondents
1
Yes 74 74
2
No 26 26
Table-12
Source:
12. Are you satisfy with the credit facilities provided by Bajaj,
Anitha motors.
Chart-12
No of
S. No Item %
Respondents
1
Yes 62 62
2
No 38 38
Table-13
Source:
Chart-13
14. Are you satisfying the Brand pull of Bajaj, Anitha motors.
No of
S. No Item %
Respondents
1
Yes 74 74
2
No 36 36
Table-14
Source:
14. Are you satisfying the Brand pull of Bajaj, Anitha motors.
Chart-14
15. Are you satisfying with the payment norms of Bajaj, Anitha
motors?
No of
S. No Item %
Respondents
1
Yes 38 38
2
No 62 62
Table-15
Source:
15. Are you satisfying with the payment norms of Bajaj, Anitha
motors?
Chart-15
16. Are you satisfying with the services offered by Bajaj, Anitha
motors retailers.
No of
S. No Item %
Respondents
1
Yes 48 48
2
No 52 52
Table-16
Source:
16. Are you satisfying with the services offered by Bajaj, Anitha
motors retailers.
Chart-16
No of
S. No Item %
Respondents
1
Yes 54 54
2
No 46 46
Table-17
Source:
Chart-17
No of
S. No Item %
Respondents
1
Yes 74 74
2
No 26 26
Table-18
Source:
Chart-18
No of
S. No Item %
Respondents
1
Yes 62 62
2
No 38 38
Table-19
Source:
Chart-19
No of
S. No Item %
Respondents
1 Excellent 21 21
2 Good 45 45
3 Fair 22 22
4 Poor 12 12
Total 100 100
Table-20
Source:
Chart-20
FINDINGS
SUGGESTIONS
CONCLUSION