Академический Документы
Профессиональный Документы
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On
Workshop
Submitted to: submitted by:
Prof. Shalini Singh Amir Khusroo -010
Amrita Singh -014
Ankit Khandelwal -019
Ankur Ober
Anu Nigam 029
Anusha Arora -30
Process
Refers to the systems used to assist the organization in delivering the
service. Imagine you walk into Maruti Suzuki service station and you leave
your vehicle for regular servicing and you get it delivered within prescribed
time what was the process that allowed you to obtain an efficient service
delivery? Process is the important ingredient which makes the organization
success or failure, the delivery time is totally dependent on this part.. An
efficient service that replaces old credit cards will foster consumer loyalty
and confidence in the company. Service includes the way by which
personnel do their work. It starts from registration to cleaning, to oil change,
to repair n maintenance to final handling the vehicle to the customer.
Physical Evidence
Where is the service being delivered? Physical Evidence is the element of
the service mix which allows the consumer again to make judgments on the
organization. If you walk into a service centre, your expectations are of a
clean, friendly environment, latest technology, and fair deal.
Physical evidence is an essential ingredient of the service mix; consumers
will make perceptions based on their sight of the service provision which
will have an impact on the organizations perceptual plan of the service. In
case of Maruti service centre, physical evidence include lathe machine,
equipment, and the condition in which the vehicle is kept.
In marketing, a product is anything that can be offered to a market that
might satisfy a want or need.
It is not a tangible object or an intangible service that is mass produced or
manufactured on a large scale with a specific volume of units. Intangible
products are service based like the tourism industry & the hotel industry or
codes-based products like cell phone load and credits. Typical examples of
a mass produced tangible object are the motor car and the disposable
razor. Product differentiation is required and is one of the strategies to
differentiate a product from its competitors. Maruti Suzuki has a range of
products.
Price
The price is the amount a customer pays for the product. The business
may increase or decrease the price of product if other stores have the
same product.
Price is the only p which generate revenue otherwise all P’s incur cost.
Maruti Suzuki has different price range for different product, different price
package are there.
Place
Place represents the location where a product can be purchased. It is often
referred to as the distribution channel. It can include any physical store as
well as virtual stores on the Internet.
Promotion
Represents all of the communications that a marketer may use in the
marketplace. Promotion has four distinct elements: advertising, public
relations, personal selling and sales promotion. A certain amount of
crossover occurs when promotion uses the four principal elements
together, which is common in film promotion. Advertising covers any
communication that is paid for, from cinema commercials, radio and
Internet adverts through print media and billboards. Public relations are
where the communication is not directly paid for and includes press
releases, sponsorship deals, exhibitions, conferences, seminars or trade
fairs and events. Word of mouth is any apparently informal communication
about the product by ordinary individuals, satisfied customers or people
specifically engaged to create word of mouth momentum. Sales staff often
plays an important role in word of mouth and Public Relations.
PROCESSES
Vehicle enters the workshop. At the entrance gate, guard checks all the
accessories and other thing as a part of entrance security and procedure
and gives the respected number to the car and makes it stand in the
queue.
After the car is lined up in the queue, the vehicle inspection manager
comes and inspects the vehicle.
While inspecting the car, he/she jots done the things to be done in the
vehicle and also asks the customer if something specific is to be done in it.
After this everything is noted down on the job sheet including everything to
be done in the vehicle, kms traveled at the time of servicing, fuel present at
the time of servicing, accessories, spare tyre (stepney), music system etc.
Estimate is prepared and is mentioned on the job sheet and shown to the
customer for his/her consent. After the consent of the customer, time is
given to the customer to collect the vehicle.
Now the job sheet is send to the main office. There the job sheet is
evaluated and three copies of it is made and is send to various
departments which includes floor supervisor, washing floor supervisor and
to account department.
Now when the floor supervisor receives the copy of job sheet, the
supervisors allocates the work to the following workers and mentions the
time boundation in which they have to complete it and report it.
After the completion of the work, floor inspection manager checks the work
of the respected workers and checks whether they have completed their
work and whether they have done work correctly i.e. they have done what
ever was assigned to them.
Then the inspection manager puts a tick on the job sheet mentioning that
these work/job has been done and is been inspected by him.
Then the vehicle is send to another floor for some other jobs to be done
and same procedure is followed.
Finally when the vehicle is ready, the final inspection is done by the same
supervisor who had earlier inspected the vehicle at the entry point because
he might be checking out everything what he had seen to be repaired or
changed.
If the supervisor is not satisfied then and the vehicle is send back for the
task for which he/she is dissatisfied and same process is followed.
After the satisfaction of the supervisor, the customer is called to take away
the vehicle.
The customer and supervisor go for road test and after the satisfaction of
customer the vehicle is let out of the gate.
After six days customer is called up and asked whether he/she is satisfied
from the services or not. If the customer
ccC Car
Car enters in the entered in
workshop
workshop
Advisor greeted the
customer
Technical trial
Bill estimated
Time declared for
servicing
Maintained Job
card
F
Floor
Floor supervisor
Floor supervisor
Assigned Mechanic
Work started
Work completed by
mechanic
Final inspection by
Technician
Billing
Feedback Card
QUESTONAIRE
Ans3: First our technician define the problem to the customer and put all
the details in the job card after that job card is given to the floor supervisor
then he decide which worker to assign for this particular job because each
worker is not skilled in every kind of work so division of work for mechanic
is very important.
Ques4: If certain spare part is not available how do you manage it?
Ans4: In case if certain spare part is not available we quickly contact with
the nearest MARUTI service station and ask for that particular part. If that
service station do not have that part we ask the dealer to provide the spare
part, at that time we inform the customer that we do not have this particular
part and insure the customer that the part will be only MGM.
• Blame on services.
Ans11: Customer is like God for any business and we try our level best
to keep the customer happy. It is our policy to greet the customer with in 3
minutes after entering into the service station.
We inform him about our new service plans and always try to minimize the
cost of the customer. We provide home delivery service to the customer.
After the service we offer him that in case of any problem within seven days
we greet him free of cost and insure the customer that we are there for him.
Ans14: MGP stands for the Maruti genuine product and these products
are authorized by Maruti ltd. MASS stands for Maruti Authorized Service
Station.
• Transportation provided.
• Informed vehicle setting changed.
• Road test.
• Final inspection.
A ccept
reserva tio n