Shodha Toyota FiNaL Report

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INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE
EXECUTIVE SUMMARY
The aim of marketing is to meet and satisfy the needs and wants of the customers. India has long-term potential to become a significant vehicle market. It has huge population of nearly one billion people (of which 150-250 million are middle class), and a current vehicle population of 3.5 million (equivalent to only 3.4 cars per 1000 people). In spite of numerous market deterrents, the Indian automotive market has become the focus of attention as several major auto manufacturers have announced large capital investment plans to be carried out in the near future. Prior to the early 90s there were only four car companies manufacturing and selling cars in India. Foreign investment was effectively banned and foreign technology transfers were subject to government approvals. By 1993 the Indian government delicensed the Indian car industry, which eased other foreign auto manufactures entry into the market first under joint partnerships, then wholly owned subsidiaries. Currently, India is in the midst of an economic-recovery where vehicle sales rose 47 percent to 73,000 units in March 2000, up from 49,410 units in March 1999. The Indian passenger car industry has grown more than ten times in the last ten years with sales increasing to more than 4lakh vehicle. The global automotive car market is growing at a rate of only 4% per annum. Fortunes of the automobile industry will continue to hinge on the large, price sensitive customer, who will take time to graduate to the higher end of the market. Unite then the small car will continue to drive demand. And that is the eventuality that most of the carmanufacturers are gearing up for.
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Topic of the study:

"A study on Market potential for Toyota Etios car in Hubli city"
Objectives of the study: To ascertain the awareness level about Toyota Etios. To know different factors which influences to buy Toyota Etios. To study the importance of Brand name while purchasing a car. Customer Satisfaction level with existing product (car).
Management problem:
Hubli-Dharwar is a one of the important commercial market of Karnataka and there are lots of potential people who can buy Toyota Etios. As the Etios is the new model launched by the Toyota in the mid size car segment, there is need to find the market potential for Toyota Etios. So this has been objective behind selecting the topic. This will help the company people the market potential of Toyota Etios.
Benefits of the Study:

This project was an opportunity for Toyota Etios will help the company at various information regarding awareness of Toyota Etios and importance given to aesthetics while purchasing a car. Importance given to Brand name while purchasing a car. Importance given to the Price while purchasing a car. Importance given to Comfortness, safety etc while purchasing a car. Interest level of people to buy Toyota Etios. Percentage of people willing to have test drive of Toyota Etios. Customer satisfaction level with the existing product.
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Benefits to Me from this Study:

It will help me in understanding:
The market for mid size cars in general and market in Hubli city in particular Customers Decision Making Process while purchasing a car. Customers choices of brands while purchasing mid size segment cars. It will help in understanding, reviewing and suggesting improvements in creating a market for mid size segment car.
Limitations:
I faced difficulty in collecting data because of busy schedule of the respondents.
Because of the busy schedule respondents may not have answered properly which may not hold true in case they would have been given lot of time to answer.
It was difficult to get information from the organization guide due to their busy schedule.
Methodology
The term methodology refers to the process, principals and procedures by which the problems are approached and answers are seeked. The method chosen by an individual are gently influenced by his/her assumptions and interests.
Type of Research:Descriptive market research
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Data collection:
The data is collected from two source namely primary and secondary data.
Primary Data:
The primary data will be collected through questionnaires and discussions.
Secondary Data:
The secondary data was gathered from different Books, Company profile, Internet.
Data Presentation:
The data collected will be represented in the form of tables and graphs.
Sampling Population
The people of the Hubli city.
Sampling unit:
Business people, Professionals, Employees, college students of Hubli city.
Sample Size:
100
Sampling Method:
Samples are going to be select on Non probability convenient sampling method.
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Findings of the study:As Toyota is a leading automobile maker and has a good response from the Indian market so most of the respondents are aware of Toyota automobiles.
Its seen that 87% of the respondents are aware of Toyota Etios.
86% of respondents are giving main preference to Brand name while making buying decision.
67% of respondents said Mileage is Most important while buying a car. 44% of respondents give Most important to price factor, where 41% of customers say it is important. 57% of customers say Safety is Most important, & 27% says its Important factor.
83% of customers are satisfied with their car, & 14% of customers are not satisfied.
Suggestions:
Price, Mileage, performance, safety & brand name are the main attributes which are going to grab the market share for Etios and hence this should be highlighted in advertisement & make them to know. Also the Dealer should place attractive hoardings of the Toyota brands at Strategic locations in Hubli city. Services after sales should be improved to overcome the service barriers.
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Personal contact should be done to the potential customer so as to convenience the customers as there is lot of varieties of mid size cars in the market.
Conclusion:
It is a great privilege to me to study in the esteemed organization that has helped me to procure immense knowledge about the working of the organization. I would conclude that Shodha Toyota is one of the Best Organizations dealing in selling of the vehicle produced by the worlds largest car manufacturing company. Based on the data analysis, I conclude that when consumer purchases a car: Price, Mileage, Safety and brand name of car influence him to buy a car, and also customers choose the well quality cars. The study helped me to gain valuable insights in Opportunity Analysis and Consumer Behavior, towards potential for Toyota Etios. This project titled has been a knowledge gaining experience for me. By interacting with the respondents and making visits to the customers, I have been able to understand that understanding customers is an art and it takes a very strong brand image for a company to retain itself in the market.
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CHAPTER 1 1.INTRODUCTION
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INTRODUCTION TO STUDY:
The automobile sector has today become one of the vital areas in markets. Various upcoming features have enhanced the global competition in today's Automobile sector. Implementing new technologies, new features and considering the customers preference are the important factors for the company's existence in the competitive market. So if the company wants to face the competition, it has to have the update knowledge of the consumer tastes and preference. Our research is undertaken to study the market potential for Toyota Etios car in Hubli City.
INDIAN AUTOMOBILE HISTORY

During the 1920s, cars exhibited design refinements such as balloon tires, pressed-steel wheels, and four-wheel brakes. The origin of automobile is not certain. In this section of automobile history, we will only discuss about the phases of automobile in the development and modernization process since the first car was shipped to India. We will start automotive history from this point of time. The automobile industry has changed the way people live and work. The earliest of modern cars was manufactured in the year 1895. Shortly the first appearance of the car followed in India. As the century turned, three cars were imported in Mumbai (India). Within decade there were total of 1025 cars in the city. The dawn of automobile actually goes back to 4000 years when the first wheel was used for transportation in India. In the beginning of 15th century Portuguese arrived in China and the interaction of the two cultures led to a variety of new technologies, including the creation of a wheel that turned under its own power. By 1600s small steam-powered engine models was developed, but it took another century before a full-sized engine-powered vehicle was created. The actual horseless carriage was introduced in the year 1893 by brothers Charles and Frank Duryea. It was the first internal-combustion motor car of America, and it was followed by Henry Ford's first experimental car that same year.
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AUTOMOBILE INDUSTRY IN INDIA
The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India's passenger car and commercial vehicle manufacturing industry is the seventh largest in the world, with an annual production of more than 3.7 million units in 2010. According to recent reports, India is set to overtake Brazil to become the sixth largest passenger vehicle producer in the world, growing 16-18 per cent to sell around three million units in the course of 2011-12. In 2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan, South Korea, and Thailand. As of 2010, India is home to 40 million passenger vehicles and more than 3.7 million automotive vehicles were produced in India in 2010 (an increase of 33.9%), making the country the second fastest growing automobile market in the world. According to the Society of Indian Automobile Manufacturers, annual car sales are projected to increase up to 5 million vehicles by 2015 and more than 9 million by 2020. By 2050, the country is expected to top the world in car volumes with approximately 611 million vehicles on the nation's roads.
Current Scenario:
The Indian automobile industry crossed a landmark with total vehicle production of 10 million units. Car sales during the year 2009 is 8, 93,934 units in March 2009 by rising 1.09% over 8, 84,313 units in March 2008.
Snippets

India, sourcing base for global auto majors. By 2012, India is expected to witness over Rs 40,000 crore of investment. Passenger car and motorcycle segment is set to grow by 8-9%. Commercial vehicle to grow by 5.2 per cent.
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INDIAN AUTOMOBILE INDUSTRY GROWTH

The passenger car and motorcycle segment in Indian auto Industry is growing by 8-9 per cent.
Facts & Figures

India, in auto sector, is turning to be a sourcing base for the global auto majors. The passenger car and the motorcycle segment is set to grow by 8-9 per cent in coming couple of years, says the ICRA report. The industry is likely to maintain the growth momentum picked up in 2009-10. The ICRA's analysis points on the auto sector that the passenger car market in the country was inching towards cars with higher displacements. The sports-utility-vehicle that was getting crowded every day, would witness intense competition as many SUVs had been competitively priced, the report said. Honda, Suzuki, Toyota, General Motors and Hyundai, the global automakers had already launched their premium SUVs in the market to broaden their portfolio and create product excitement in the segment estimated at about 10,000 units annually. Heavy commercial vehicles market would rise at 5.5 per cent and sales of light buses and trucks would achieve 4.7 per cent growth. For the tractors, the report predicts a growth at 4.6 per cent.
Automobile industry
The first auto vehicle rolled out in India at the end of 19th century. Today, India is the 2nd largest tractor and 5th largest commercial vehicle manufacturer in the world.
Vehicle production
India is the 11th largest Passenger Cars producing countries in the world and 4th largest in Heavy Trucks. Toyota Motor Corporation is the 3rd largest auto manufacturer in the world. It is currently the 7th largest car maker in India.
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Graph Showing Turnover of automotive Industry in India
GROSS TUNROVER OF THE AUTOMOBILE INDUSTRY IN INDIA
Year 2004-05 2005-06 2006-07 2007-08 2008-09
(IN USD MILLION)
20,896 27,011 34,285 36,612 38,238
Conversion Rate Rs.40 = 1 USD
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CHAPTER 2
2. TOYOTA COMPANY
OVERVIEW
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COMPANY HISTORY
The Toyota Motor Co. Ltd was first established in 1937 as a spin-off from Toyota Automatic Loom Works, one of the world's leading manufacturers of weaving machinery. Japans King of Inventor Sakichi Toyota headed the Toyota Automatic Loom Works. The patent rights to one of this machine had been sold to Platt Brothers (UK) and provided the seed-money for the development and test building of Toyota's first automobiles. August 1997 marked the 60th anniversary of TMC.
Headquartered in Aichi, Japan, Toyota Motor Corporation, commonly known as Toyota, was founded by Kiichiro Toyoda in 1937. Toyota Industries, to manufacture automobiles. Vehicles were originally sold under the name Toyoda, from the family name of its founder. World's Third largest automaker, Toyota stepped in the indian markets through a collaboration with the Kirloskar Group in 1997, launching its flagship sedan, Corolla. Toyota, the engineering prodigy, has offered the Indian market with its ace models like Toyota Camry, Corolla, Land Cruiser, Prado, Altis and Innova
Production systems were improved in the late 1950s, culminating in the establishment of the 'Toyota Production System. It came to known as TPS in 1970 but was established much earlier by Taiichi Ohno. Based on the principles of Just-in-time and Kaizen, the system is a major factor in the reduction of inventories and defects in the plants of Toyota and its suppliers, and it underpins all our operations across the world.
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Toyota launched its first small car in 1947. Production of vehicles outside Japan began in 1959 at a small plant in Brazil, and continued with a growing network of overseas plants. Toyota believes in localizing its operations to provide customers with the products they need where they need them; this philosophy builds mutually beneficial in long-term relationships with local suppliers and helps the company to fulfill its commitments to local labor.
Over and above manufacturing, Toyota also has a global network of design and 'Research and Development facilities embracing the three major car markets of Japan, North America and Europe.
In every community in which the company operates, Toyota strives to be a responsible corporate citizen; close relationships with people and organizations in the local community are essential contributors to mutual prosperity. Across the world, Toyota participates enthusiastically in community activities ranging from the sponsorship of educational and cultural programmers to international exchange and research.
Today, Toyota is the world's third largest manufacturer of automobiles in unit sales and in net sales. It is by far the largest Japanese automotive manufacturer, producing more than 5.5 million vehicles per year, equivalent to one every six seconds.
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About Toyota Kirloskar Motor Ltd

Toyota Kirloskar Motor Ltd. (TKML) was founded on 6th October 1997, as a joint venture between Toyota Motor Corporation, Japan and the Kirloskar Group. Toyota Motor Corporation is the 3rd largest auto manufacturer in the world. It currently is the 7th largest car maker in India after Maruti Suzuki, Hyundai, Tata, Mahindra, Chevrolet, and Ford. The TKML is practicing Toyota Production System at their plant at Bidadi, Bangalore. The Toyota Production System was born out of need. The two pillars that this system is based on are Just In Time and Automation. The Toyota Production System relies on absolute elimination of waste as essential.
Toyota is by far the largest Japanese automotive manufacturer, producing more than 4.5 million vehicles per year, equivalent to one car manufactured every six seconds. Toyota's plant in India is situated at Bidadi, Karnataka, which is a green belt Toyota's commitment to preserving environment is very high. Toyota all over the world provides a wide selection of innovative, reasonable priced and high- quality products through an exclusive dealer network with the best sales and aftersales service at global Toyota standards. Timely customer feedback through the service network also allows the company to respond to emerging customer needs and introduce new products tailored to the Indian Market. TKML sold 74,759 vehicles in India in the year 2010 registering a growth rate of 38% compared to 2009 sales. On 16 March 2011, it announced that it was increasing production to 2,10,000 vehicles per annum due to increase in demand for its models especially the Etios and Fortuner.
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VISION & MISSION
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Mission
Our mission is to design, manufacture and market, automobiles that offer global standard and Quality that exceeds customer expectations and provides superior value and excellent after sales service.
Vision
Contribute to the Indian Industry and economy through technology transfer, human resource development and vehicles that meet global standards at a competitive price. Contribute to the well being and stability of team members. Contribute to the overall growth of its business associates and in the automobile Industry.
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Technology Transfer
Growing Together
Toyota Production System
Technology Transfer
Guided by the principle of "Growing Together", Toyota Group companies have contributed to the growth of the automotive industry in each country they operate in, through strong partnerships based on a high level of localization and technology transfer. Along with manufacturing and sales activities, Toyota Group companies provide extensive know-how related to product development, manufacturing and sales through technological transfers to local corporations. And those corporations also transfer technology to their affiliate companies. In this manner, manufacturing and sales levels will be steadily improved on a broad basis. Toyota products made in India have become increasingly competitive as a result of continual, comprehensive improvements made ill operations. The introduction of the world-famous Toyota Production System and cutting-edge technology has advanced industrial innovation. Our professionals in manufacturing and sales contribute to higher competitiveness and the growth of Indian industries in this new century. Toyota branded vehicles rank annually among the world's highest-quality cars in third party surveys of customer satisfaction.
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Environment, Technology and Employment
Toyota is committed to manufacture technically advanced and environment friendly products. Our plant at Bidadi surrounded by a greenbelt, meets high environmental standards and has also obtained ISO 14001 certification on 26th April 2001.
Toyota has always believed that the best way to serve society is by providing automobiles that will not only make people happy, but will also be environment friendly. Wastewater at TKM is collected and purified to a level that can be used for fishponds and rice fields.
To realize high quality vehicle production at reasonable prices, Toyota seeks the best balance between human resources and advanced robot technology.
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Strengths: 1. Toyota Motor Corporation (TMC) is the worlds largest vehicle manufacturer by production and sales. 2. Toyota Motor Corporation is the part of Toyota Group one of the biggest conglomerates in the globe. 3. Toyota is best known for environmentally safe, Quality, durability, reliability, and value for money and convenient. 4. In 1997, Toyota began manufacturing of the globes best-selling hybrid car, the Prius. 5. The principles and beliefs based on Continuous Improvement and Respect for People. 6. Toyota has very strong presence in Europe due to the accomplishment of Toyota Team Europe. 7. It presently maintains more than 16 percent of the US market. 8. For the year 2005, Toyota ranked 8 on Forbes 2000 directory of the worlds leading companies. 9. Toyotas sales had risen 9.2 percent mostly on demand for Camry sedans and Corolla 10. It has initiated new technologies including first bulk-produced hybrid gasolineelectric automobile which had two million sales worldwide in 2010. 11. For the first quarter of 2008, Toyota was number one in worldwide vehicles sales.
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Weaknesses: 1. Toyota was badly hit by the 2008 financial crisis and declared its first annual loss in 70 years history. 2. In May, 2009, Toyota Motor Corporation reported a record yearly net loss of US$4.2 billion. 3. In 2005, Toyota faced criticism because of large-scale re-call and quality issues. 4. Toyota offers most of its brands in the Japan and United States, where as competitors get global efficiency. Opportunities: 1. Joint ventures with French motoring companies Peugeot and Citroen has provided various opportunities for the company to produce cars in France. 2. In 2009 quoting declining production numbers, the State Bank of India (SBI) decreased interest rates on automotive loans. 3. North American consumers shifted to more fuel-efficient and higher-quality product of European and Japanese automakers. 4. Indian GDP is about 6% which indicate a better economy and infrastructure in Indian rural sides which can sustain growth and improvement of poverty in economy. 5. Produce fuel-efficient, less prize, higher-quality and smaller automobiles that can attract the consumers. 6. Government of China reduced automotive taxes in order to support declining sales.
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Threats: 1. The financial Meltdown resulted in liquidity deficit in the U.S banking system which ultimately decreased consumer wealth. 2. Industry is facing adverse impact of fluctuations in foreign currency conversion rates. 3. Increased competition, market saturation, forceful marketing campaigns and rising competitive pressures. 4. Increasing maintenance costs of vehicles, rising fuel price and changing customer preference are challenging threats. TOYOTA COMPETITORS International Nissan Fiat Honda Range Rover & Land Rover Volkswagen Audi Chevrolet Renault Ford Mitsubishi Skoda National Tata Maruti Suzuki Ford Honda Skoda Hyundai General Motors Mahindra Volkswagen
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Toyota Motor Corporation Global Vision
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TOYOTA MOTOR CORPORATION (TMC) has established the basic concept for 2011 Global Vision - a company-wide management outlook that sets the direction for long-term management. TMC President Fujio Cho announced the details of this vision within the company today, calling on all to take on the challenges of innovation with complete passion and dedication.
2011 Global Vision evolved from the course outlined in 2005 Vision, which TMC set in 1996. Since then, Toyota has positioned the early part of the 21st century as its Second Founding Period and has been engaged in efforts to realize harmonious growth. But current conditions have convinced Toyota that it is now time to: create new dreams for future growth; determine the direction in which to proceed; and carry out concrete reforms. These conditions include global political, economic and social trends, as well trends toward next-generation technologies, such as environmental and information technologies, and various changes in the management environment.
Centered on the basic theme Innovation into the Future, the core objective of 2011 Global Vision is to set a course for a more prosperous society based on making things and technological innovation. It proposes the corporate image for which all of Toyota should strive and the paradigm change Toyota should undergo with consideration toward what society is expected to be like in the 2011s.
Since its foundation, Toyota has sought to contribute to society by making things and making automobiles. Toyota plans to break down the contents of this paradigm change for easier linkage to an internal reform movement that aspires to create a global corporation where each employee is passionate about future growth and about building a prosperous society in the new century.
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4 Innovations for the Future
1. Toward a Recycling-based Society
As we move toward a recycling society on a global scale, demands are rising that we move away from the era of large-scale production and large-volume consumption and disposal toward a recycling based society that promotes conservation of resources, reusing and recycling. Toyota will endeavor to become a leader of global regeneration through its outstanding environmental technologies.
2. Toward the Age of ITS and Ubiquitous Networks
Information and telecommunications technologies are advancing, the use of IT in automobiles is progressing, mobile information services are improving dramatically, and transport infrastructure and infrastructure-respondent preventive safety are developing. Against this backdrop, Toyota will aim to be a leader in creating vehicles and a motorized society in which people can live safely, securely and comfortably.
3. Toward Development of Motorization on a Global Scale
Motorization is advancing in China and other emerging markets and people around the world are enjoying the high degree of mobility afforded by automobiles. In order to promote this, Toyota will expand the appeal of automobiles throughout the world and largely increase the number of fans of Toyota, resulting in Toyota being able to include in its view a global share of about 15% early on in the 2011s.
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4. Toward a Matured Society
As nationalism steadily declines and respect for all peoples expands throughout the world, global companies are shifting toward societies where people of a variety of nationalities and ethnicities can engage in lively exchanges of ideas. Toyota seeks to become a truly global enterprise that is respected by all peoples around the world.
Paradigm change
To become the corporation of our future vision, Toyota will boldly undertake a worldwide review of existing corporate structures, frameworks and methods and implement a paradigm change in order to address issues such as development of a wide range of cutting-edge technologies, construction of corporate structures that can be successful in global cost competition, global expansion of business, product development that responds sensitively to the immediate market, establishment of efficient local management and construction of sales structures suitable for individual markets.
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CHAPTER 3 3.ORGANIZATION PROFILE
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TOYOTA MOTORS PVT LTD SHODHA TOYOTA
About Shodha Motors

Shodha Toyota consists of the following Board of Directors:
Group CEO Managing Director Director Director
: : : :
Mr. R G Kulkarni Mr. Prasad Deshpande Mrs. Meghana Deshpande. Mrs. Kalpana Nayak
Mr. Prasad Deshpande (MD)
Mr. R.G. Kulkarni (Group CEO)
Shodha Toyota is engaged in Sales and Service of Toyota Vehicles. Shodha Toyota covers 12 district of Northern Karnataka. The CEO R.G. Kulkarni, heads Shodha Toyota, who looks after all the 3S (i.e., Sales, Service and Spare Parts) activities of the organization.
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The organization chart reveals that it has 3 departments, Administration and Accounts department, Sales department and lastly Service department.
Administration and Accounts department consists of Finance and Admin Manager, followed by Human Resource Officer, Accounts Officer, Cashier, Maintenance Officer, Receptionist and EDP Officer.
The Sales department consists of Sales Manager, Assistant Sales Manager, Showroom Sales Officers, Field sales Officers and finance sales officer.
The Service Department comprises of Service manager, who is responsible for both the spares and service activities. The service department consists of Parts-In charge, Parts-Assistants, Accessories-In charge, Warranty Clerk, Service Advisors, Job Controller, Chief General Technicians, Technicians, Washers, Cleaners, Painter and lastly Gardeners.
Qualis is a quality proven multipurpose vehicle, which was launched in the year 2000. The organization has a strong sales team, which sells more than 30 vehicles in a month. It also conducts various promotional activities as and when required.
The service is also not weak in serving the vehicles. Minimum 10 vehicles per day come for service. The service team provides a satisfactory service to the customers. This can be verify by Customer Relation Officer who is always in touch with the customers and follows up the customers which includes both purchased as well as serviced one.
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The organization believes in KAIZEN principle, where in each individual and process has to improve continuously. Shodha Toyota is situated on Poona- Bangalore NH, 11Kms from Hubli. Hubli is a business center and is well connected by road, rail and air. The customer base includes Industrial houses, Businessmen, Government Departments and others. They have implemented Quality Management System in accordance with ISO-9001: 2000 and they are in the process of obtaining the desired result. Shodha Toyota, Hubli, is the latest to join the network of exclusive Toyota '3S' dealership. '3S', which signifies Sales, Service & Spare parts under one roof, is Toyota's unique approach to customer care and service. The Sales, Service and Spare Parts officers in the Dealership have been given extensive training by Toyota. Shodha Toyota is one of the first of its kind in Hubli, similar to other Toyota Dealerships in India, meeting Toyota International Standards. It is fully equipped with state-of-the-art tools & equipment and necessary spare parts, from the day of commencement of its operations. Mr. S. Yamazaki Managing Director, Toyota Kirloskar Motor Ltd., in presence of the Honorable Minister for Large & Medium Industries, Govt. of Karnataka, Mr. R. V. Deshpande, the Deputy Managing Director of TKML, Mr. K. K. Swamy, and Director of Marketing - TKML, Mr. S. Aoki, inaugurated the facility on 29th April 2001.
Qualis, launched as a premium MPV a year ago, conforms to the global Toyota Standard. Toyota Qualis is poised in a category all to itself, having set new benchmarks for Quality, Reliability and Perfom1ance. It is powered with most efficient 2.4L diesel engine and comes in different variants, and conforms to Euro standards by wide margins. Toyota Qualis launched in January 2000, has 35% market share in the MPV segment, selling 21,785 Qualis (domestic sales) in its first year of operation itself, exceeding its yearly target of 20,000 units. 2001 saw a demand for Qualis on the rise, with record sales of 3,010 units in March alone.
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Strength of the Organization: Toyota believes that an organization gets its strength from its employees. We cultivate a corporate culture that truly reflects the qualities of 'Continuous Improvement' and 'Respect for People' in all our activities, collective and individual. We not only encourage employees to give their suggestions on improving our products, practices and work environment, but also reward them for their valuable inputs.
Total employees = 173 as per Aug 2011. Working hours of employment: In Shodha Toyota, the employees work for eight hours per day. 9:00am To 6:00pm Service 9:30am To 6:30pm Sales To 6:30pm Admin & Finance 9:30am On Sundays- 10.00 am to 2.00pm (OT will be given)
Attendance Maintenance: The presence of an employee can be verified by the attendance register, wherein each employee has to sign it twice (morning and after launch) as a day is divided in two parts (1st half day and second half day).
Canteen Facility: The employees as well as customers can enjoy the food in organization it. Shodha Toyota has a canteen facility where in the employee gets subsidized food where as customers get the same thing at a cheaper rate.
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FACILITIES
Shodha Motors - Hubli
Showroom
Service Reception
Spare parts Warehouse
Events
PROMOTIONS
Monsoon Campaign
Smiles
Toyota Genuine Life Long Body Coating
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SHODHA TOYOTA MISSION STATEMENT

TOTAL CUSTOMER SATISFACTION IS OUR MISSION TO ACHIVE THIS WE WILL ALWAYS STRIVE TO IMPROVE PROCESSING CONTINUOUSLY AND DELIVER QUALITY SERVICE AS PER CUSTOMER NEEDS AND THUS BUILD CUSTOMER FOR LIFE
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RESPONSIBILITIES OF TOP MANAGEMENT:-
1. To define and document mission statement and quality objectives for the organization.
2. To set-up organization structure by defining levels of authority and responsibilities.
3. To define the authority and responsibility for taking corrective and preventive actions for the non-conformances observed in the QMS.
4. To plan for quality by providing required resources to the personnel.
5. To recruit and to provide adequate training to motivate personnel in all areas of objectives.
6. To review the performances of all the functional departments and overall performance of the unit with respect of quality.
7. To plan for quality with the help of process based approach. An approach for all process to achieve the desired results.
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Objectives of the Organization
Managing Director in co-ordination with General Manager has defined following quality objectives for Shodha Toyota.
1. To understand and define customer vehicle requirements clearly and executing the order as per the sales process so as to achieve 100% customer satisfaction.
2. To procure spare spare parts and materials from approved suppliers and keep optimum stock levels so that customer requirements are fulfilled.
3. To understand and define customer service needs clearly and executing them as per service process so as to achieve 100% customer satisfaction.
4. To allocate work to competent personnel and improve their competence through effective training.
5. To improve process continuously at every opportunity.
6. To maintain pressure free environment, hygienic facilities and clean, atmosphere with an aim serve people and society.
7. To meet the requirements all interested parties, via suppliers, directors, employees, Toyota Kirloskar Motors Ltd, suppliers, statutory and regulatory bodies with an aim to enhance stake holders satisfaction.
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DEPARTMENTS
SALES DEPARTMENT
SALES MANAGER
Assistant Sales Manager (6 Dist.)
Assistant Sales Manager (6 Dist.)
Field Sales Officers (Belgaum Rural)
Field Sales Officers (Dwd dist. & Gadag)
Field Sales Officers (Belgaum City)
Field Sales Officers (Gulb & Bidar)
Field Sales Officers

(Davanager i)& Haveri)
Field Sales Officers (Raichur)
Field Sales Officers (Bellary & Koppal)
Field Sales Officers (Bagalkot & Bijapur)
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It is an important part of the Shodha Toyota, Hubli it mainly comprises of sale of utility Vehicle and passenger cars namely Qualis, Corolla and Camry. The Toyota Sales Process has six modules, which follow the steps in Toyota sales Process. These modules include: 1. Preliminary Activities 2. Approach and Qualifying
3. Presentation and Demonstration 4. Negotiation and Closing 5. Delivery 6. Follow Up
1. Preliminary Activities: Preliminary Activities include collection of all databases of the customers and generation of the yearly sales target activity takes place. The general Manager and the Sales Manager plan this activity. Sales target are set for that particular year. Further it also includes monthly sales planning which depends on the ability of the sales officer and the potential area of the monthly sales targets will be allocated to each sales officers.
2. Approach and Qualifying: Sales territory of Shodha Toyota is distributed within 12 districts. Each district has one Assistant sales Manager who collects the information of the customers and informs the sales Manager. Here then the sales Manager sends direct mail advertising about the vehicle of the customer.
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Sales letter Circulars Price list Catalogs Leaflets Pamphlets Broacher Postal
Qualifying includes whether the customer is a potential buyer. People may be targeted according to their standard of living, designation and their ability to pay.
3. Presentation and demonstration: Once the customer approach the showroom the presentation and demonstration activity is carried out. This activity includes display of the vehicle and features such as safety and security, style and design, interiors, information regarding the engine are brought into light.
4. Negotiation and closing: Once the customer decides to buy the vehicle the sales manager negotiates with him and further documentation takes place. Once the customer is satisfied the deal is closed. He will be given some other special benefits like financial options, free one-year insurance and other such schemes.
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5. Delivery: After the execution of the above - mentioned activities Delivery of the vehicles takes place.
6. Follow Up: Responsibilities of the showroom extent not only after the sales of the vehicle but there is an extend courtesy which includes a phone call from the sales Department on the 3rd day, followed by a thank you Letter along with a phone call by the sales Manager and a photograph taken on the date of the delivery of the owner.
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RESPONSIBILITIES OF SALES MANAGER
1. To Plan set target and sales of vehicles. 2. Monitoring daily targets of all sales officers. 3. Conducting sales meeting regularly 4. Monitoring daily customer / weekly reports enquires. 5. Ensuring effective territory coverage by sales officers. 6. Achievements of sales target. 7. Identifying the inventory and provide inventory to sales officers. 8. Interaction for event / promotional activities with TKM 9. Coordinating Customer Relationship Management 10. Motivating sales officers, their performance review and periodic appraisal. 11. Co-ordinating training program. 12. To ensure show room housekeeping, perfect condition of display vehicles and test drive vehicles. 13. To attend management review meeting and indicating corrective and preventive actions.
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SERVICE DEPARTMENT
Head Customer Service
Manager-Service
Manager-Parts Parts Assistant Accessories Sales Officer
Service Advisor
Job Controller
Chief Gen. Tech.
Chief Gen. Tech.
Chief Tech (Body & Paints)
Warranty Clerk
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Gen Tec h
Washing
Denter Body Tech
Paint Tech
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Head Customer Service, heads workshop or servicing departments, he is assisted by a service Manager. 3 Service Advisors, a job Controller and a Part in charge then assist the service Manager.
When a vehicle is brought for servicing, then service Manager refers it to any of the advisors, who then prepares a job card, jots down the problems, what the customers complaints are about? He then gives advises for repairs, replacements and then further process of repairs and general check up starts that is when the responsibility is handed over to the Chief Technicians who carry on the work on the work and after all mechanical work is completed, the vehicle is sent to washing where the outer body is given the water wash and the interiors are given air blow.
In the same way accident cases are dealt with and the procedures for repairs goes hand in hand with the insurance agent who inspects the vehicle and then gives orders for further repairs. On an average 15 vehicles are serviced in a day.
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RESPONSIBILTIES OF SERVICE MANAGER
The service Manager is the leader of the dealer service workshop He is responsible to:
1. Plan, lead, Organize and control the service department.
2. Analyze and ensure customer satisfaction.
3. Direct Staff towards Customer oriented thinking.
4. Oriented Dealer organization in accordance with customer needs.
5. Co-ordinate service and warehouse operation
6. Observe dealership Guidelines and fulfill manufactures priority tasks.
7. Generate profit for the dealership, monitor cost effectiveness, analyze major service indicators and develop market for dealership.
8. Manage service shop infrastructure, environmental and safety issues.
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ADMINISTRATION DEPARTMENT
Administration Departments looks about the financial aspects of the company. The accounts department at Shodha Toyota is fully computerized and Finance/ Administrator heads it. The other persons under the Finance / Administrator are human Resource Officer, Accounts Officer, Electronic Data Processing Officer, Cashier, Receptionist and Housekeeping supervisor. All the information regarding the financial aspects is maintained in the computers.
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Liva
New Etios
Corolla Altis
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Prius
Fortuner
New Land Cruiser
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Innova
New Land Cruiser Prado
Camry
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NDTV Car & Bike Awards 2011: Ista Green Award Prius Sub-Compact Sedan of the year Etios Subros Car & Bike India Awards 2011: Engine of the year Altis Diesel Green Technology of the year Prius Auto India: Best Brand Awards 2011 Toyota Most Eco-friendly Toyota Over Drive CNBC TV 18 Awards 2011: Car of the year Toyota Etios Mid Size Car of the year - Toyota Etios Green award of the year Prius Bloomberg UTV Auto Car Award 2011: Saloon car of the year 2011 Etios Green Award of the year Prius
TNS Award Total Customer Satisfaction Study Qualis, Corolla & Camry 2010.
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Overview of Toyota Etios

Toyota Etios- An outstanding combination of compact size and avant-garde technology. Toyota Motor Corporation the 3rd largest auto manufacturer in the world has launched its highly awaited sedan, Toyota Etios on Dec 1st 2010. This is the first ever and the last (as per the company) low cost sedan from Toyota stable. Toyota Etios is available in 6 colors comes with 5 variants namely Toyota Etios J, Toyota Etios G, Toyota Etios G safety, Toyota Etios V and Toyota Etios VX, from Rs 4.96 lakhs to 6.86 lakhs. Toyota Etios is targeted at masses in India. As per the company, to develop this people's car, over 2,000 engineers were engaged to give it small size without compromising on the eye-catching interior, Power, Performance and Higher fuel economy. The exterior of the car is sporty and sharp. Front face of the Toyota Etios looks like a smiling face of human with dimples at cheek (headlamps). Toyota has promised to provide world class technology and quality with the Toyota Etios. The design concept for the car is Bold Simplicity which is referred to affordable luxury and functionality in one machine. This will compete with the Tata Indigo CS, Maruti
Swift Dzire, Tata Indigo Manza, Chevrolet Aveo and the Ford Fiesta. Toyota holds a tremendous brand recognition and reputation in India. This new innovation of Toyota, Etios sedan comes
equipped with 1.5 litre petrol engine. The Toyota Etios engine will produce 90 PS of peak power at 5600 rpm. The engine generates maximum torque of 132 Nm at 3000 rpm. This simply indicates huge power hidden in this vehicle.
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Toyota Etios is available in 5 variants namely: Toyota Etios J Toyota Etios G Toyota Etios G safety Toyota Etios V Toyota Etios VX
Toyota Etios Q Class Sedan (Available now only in Petrol, Diesel will be launched in September 2011).
Toyota Etios is available in 6 different colors: Symphony Silver Harmony Beige Serene Bluish Silver Vermilion Red Celestial Black White
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TECHNICAL SPECIFICATION OF TOYOTA ETIOS: Car Dimensions Length (mm) Width (mm) Height (mm) Ground Clearance (mm) Wheel Base (mm) Kerb Weight (Kgs.) Capacity Fuel Tank Capacity (Litres) Seating Capacity Trunk Capacity (Litres) Engine Details Engine Model Displacement (CC) Cylinders Max. Torque Max. Power No of Valves Valve Mechanism Transmission Fuel Efficiency & Performance Highway (kmpl) Overall (kmpl) FuelType Steering & Brakes SteeringType Minimum Turning Radius Front Brakes Rear Brakes Suspension & Wheels Front Suspension Rear Suspension Wheel Type Wheel Size Tyres
: : : : : :
4265 1695 1510 170 2550 915
: 45 : 5 : 595 : : : : : : : 2NR-FE 1496 4 132 Nm @ 3000 rpm 90 PS @ 5600 rpm 16 DOHC
: 18 : 17.6 : Petrol : : : : : : : : : (Electronic) Power Assisted 4.9 Ventilated Disc Drum MacPherson Strut Torsion Beam Steel 14 Inches 175/65 R14
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INTERIOR
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FEATURES OF TOYOTA ETIOS: Comfort & Convenience Air conditioner with Heater & Clean Air Filter Power Windows Electric Power Steering Central Locking Cooled Glove Box Front Cabin Lights Front Power Outlet (12V) Sporty Front Headrest Pillow Type Rear Headrest Tilt Steering Digital Tripmeter Speakers 4 Interior Features Internally Adjustable ORVM Luggage Room Lamp 7 Bottle Holders (1 Litre) Front Door Pockets Rear Door Pockets Day/Night Inside Rear View Mirror Driver - Side Sunvisor Remote Fuel Lid Opener Remote Tailgate Opener Assist Grip with Coat Hook 3 Exterior Features Body Coloured Bumpers Side Protection Moulding Chrome Insert Intermittent Wiper Tubeless Tyres Full Wheel Caps Chrome Garnish on Boot Front Grille Chrome Ornament 12 Spoke Sporty Alloy Wheels Safety Features Immobilizer Keyless Entry Door Ajar Warning

ABS (Anti-Lock Braking System) EBD (Electronic Brake Distribution)
SRS Airbags
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Advantages: Good Performance Reliability Value for money Good mileage High power and torque for high speeds and great pickup.
Disadvantage: Long waiting for delivery.
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CHAPTER 4 4. METHODOLOGY
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Methodology
The term methodology refers to the process, principals and procedures by which the problems are approached and answers are seeked. The method chosen by an individual are gently influenced by his/her assumptions and interests. For this project both primary and secondary data are required, hence both types of data have been collected. The study method involves the following: Framing the objectives of the study Based on the objectives determine the means of data collection. Framing of Questionnaire. Analyzing the data. From the analyzed data interpret the results. From the results determine the satisfaction level. Finally suggestion, conclusions and recommendations based on the interpreted results.
1. Survey:
It is a systematic gathering of information from the respondents for the purpose of understanding and or predicting some aspects of behavior of population of interest. It provides data on attitude, feeling beliefs, past and intended behavior, knowledge, ownership, personal characteristics and other descriptive items.
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Questionnaire
We use questionnaire as a research tool consisting of a series of questions and other prompts for the purpose of gathering information from respondents and statistical analysis of the responses were made later. It is comprised of closed-ended questions. In closed-ended questions respondent pick an answer from given options.
Research Approach
Exploratory research: Exploratory research is concerned with discovering the general nature of the problem and the variable that relate to it. Exploratory research is characterized by high degree of feasibility and it tends to rely on secondary data.
Data collection approach

To carry out this research, primary data and secondary are collected.
Primary data (survey data)

It refers to the systematic collection of information directly from respondents. This data is collected for the descriptive research. The survey data collected during the study includes the data collected through questionnaire and face-to-face interview with customer to know about the consumer behavior and their interest level.
Secondary data
The first step in data collection approach is to look for secondary data. Usually it is the data developed for some purpose other than for helping to solve the problem at hand. Secondary data are collected through various magazines, internal experts, and website.
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Measurement Techniques Used:

Tables Graphs
Sampling Population
The people of the Hubli city.
Sampling unit:
Business people, Professionals, Employees, college students of Hubli city.
Sample Size:
100
Sampling Frame
The people who own the four wheeler cars.
Sampling Method:
Samples are going to be select on Non probability convenient sampling method.
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CHAPTER 5 5. ANALYSIS AND INTERPRETATION
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Analysis & Interpretation:1. Occupation Table 1

Occupation Cumulative
Occupation
Employee Businessman Professional Politician Others Total
Frequency 48 38 12 1 1 100
Percent 48.0 38.0 12.0 1.0 1.0 100.0
Valid Percent 48.0 38.0 12.0 1.0 1.0 100.0
Percent 48.0 86.0 98.0 99.0 100.0
Graph 1
Interpretation:
Table 1 reveals that 48% of respondents are employees, 38% are Businessman, 12% are professionals, 1 politician and 1 student.
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2. Annual Income Table 2

Cumulative
Annual incomes
Less than 2 lakh 2-4 lakh 4-6 lakh More than 6 lakh Total
Frequency 3 29 49 19 100
Percent 3.0 29.0 49.0 19.0 100.0
Valid Percent 3.0 29.0 49.0 19.0 100.0
Percent 3.0 32.0 81.0 100.0
Graph 2
Interpretation:
Table 2 reveals that 49% of respondents are having their annual income between 4-6 lakh, 29% of respondents between 2-4 lakh, 19% of respondents are having their annual income more than 6 lakh, and 3% of respondents have annual income less than 2 lakh.
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3. Do You Own A Car?

Table 3
Cumulative Frequency Yes No Total 97 3 100 Percent 97.0 3.0 100.0 Valid Percent 97.0 3.0 100.0 Percent 97.0 100.0
Graph 3
Interpretation:
Table 3 reveals that 97% of respondents own a car and 3% of respondents do not own a car.
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4. Which Company Car Do You Own? Table 4

Companys
Missing Toyota Maruti suzuki Tata Honda Ford others Total Cumulative Frequency 3 17 26 25 5 14 10 100 Percent 3.0 17.0 26.0 25.0 5.0 14.0 10.0 100.0 Valid Percent 3.0 17.0 26.0 25.0 5.0 14.0 10.0 100.0 Percent 3.0 20.0 46.0 71.0 76.0 90.0 100.0
Graph 4
Interpretation: From the above graph 26% of respondents own Maruti Suzuki, 25%
of respondents own Tata products, 17% of respondents own Toyota, 14% own Ford, 5% own Honda, 10% others & 3% of respondents do not own car.
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5. Are You Satisfied With The Car You Are Presently Using? Table 5
Cumulative Frequency Missing Yes No Total 3 83 14 100 Percent 3.0 83.0 14.0 100.0 Valid Percent 3.0 83.0 14.0 100.0 Percent 3.0 86.0 100.0
Graph 5
Interpretation:
From the above graph 83% of respondents are satisfied with their car, 14% of respondents are not satisfied & 3% of respondents do not own car.
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6. Will you shift or change your existing car in future?
Table 6
Change of car
Missing Yes No Total
Cumulative Frequency 3 48 49 100 Percent 3.0 48.0 49.0 100.0 Valid Percent 3.0 48.0 49.0 100.0 Percent 3.0 51.0 100.0
Graph 6
Interpretation:
From the above graph 49% of respondents said they dont change their car, 48% of respondents says that they may shift their existing car in future, & 3% of respondents did not own a car.
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7. Do You Intend To Buy New Car?

Table 7 Buy a car
Yes No Total Cumulative Frequency 63 37 100 Percent 63.0 37.0 100.0 Valid Percent 63.0 37.0 100.0 Percent 63.0 100.0
Graph 7
Interpretation:
Table 7 reveals that 63% of respondents said that they intend to buy a new car. And 37% of respondents said No.
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8. In What Price Range Would You Like To Buy Car? Table 8

Cumulative
Price range
Missing 1-3 lakh 3-6 lakh 6-9 lakh above 9 lakh Total
Frequency 37 1 13 30 19 100
Percent 37.0 1.0 13.0 30.0 19.0 100.0
Valid Percent 37.0 1.0 13.0 30.0 19.0 100.0
Percent 37.0 38.0 51.0 81.0 100.0
Graph 8
Interpretation: Table 8 reveals that 37% of respondents do not plan to buy new car,
30% of respondents would like to buy car between 6-9 lakh, 19% above 9 lakh, 13% between 3-6 lakh, 1% of the respondent from 1-3 lakh.
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9. Do you give importance to brand name while purchasing a car?

Table 9
Cumulative
Brand
Yes No Total
Frequency 86 14 100
Percent 86.0 14.0 100.0
Valid Percent 86.0 14.0 100.0
Percent 86.0 100.0
Graph 9
Interpretation:
From the above graph 86% of customers are Brand conscious. And 14% of respondents are not brand conscious.
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10.
Are you aware of Toyota Etios?

Table 10
Cumulative Frequency Yes No Total 87 13 100 Percent 87.0 13.0 100.0 Valid Percent 87.0 13.0 100.0 Percent 87.0 100.0
Graph 10
Interpretation:
Table 10 reveals that 87% of the respondents are aware of Toyota Etios and 13% of respondents are not aware of Toyota Etios.
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11. How do you came to know about the Toyota Etios ? Table 11
Cumulative Frequency Missing Tv ad's Newspaper Pamphlets Dealers Friends Others Total 13 15 12 17 13 28 2 100 Percent 13.0 15.0 12.0 17.0 13.0 28.0 2.0 100.0 Valid Percent 13.0 15.0 12.0 17.0 13.0 28.0 2.0 100.0 Percent 13.0 28.0 40.0 57.0 70.0 98.0 100.0
Graph 11
Interpretation: Table 11 reveals that 28% of respondents came to know about Etios
from friends, 17% through Pamphlets, 15% through TV ads, 13% through Dealers, 13% are missing because they are not aware of Etios. & 2% from other sources.
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12.What factors influence you to buy Toyota Etios?

Table 12
Cumulative Frequency Missing Price Mileage Safety Service Performance Design Total 13 25 23 11 1 13 14 100 Percent 13.0 25.0 23.0 11.0 1.0 13.0 14.0 100.0 Valid Percent 13.0 25.0 23.0 11.0 1.0 13.0 14.0 100.0 Percent 13.0 38.0 61.0 72.0 73.0 86.0 100.0
Graph 12
Interpretation: From the above graph 25% of the respondents influenced by the
Price, 23% likes Mileage, 14% like Design, 13% customers like the Performance, 13% are not aware of Etios. 11% influenced Safety, 1% likes Service.
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13. What importance do you attach to the following parameters while making a decision to buy a car?
Table 13
Mileage Cumulative
Mileage
Neutral Important Most important Total
Frequency 2 31 67 100
Percent 2.0 31.0 67.0 100.0
Valid Percent 2.0 31.0 67.0 100.0
Percent 2.0 33.0 100.0
Graph 13
Interpretation:
From the above graph 67% of respondents says Mileage is Most important, & 31% of respondents said mileage is Important only 2% of respondents said it is Neutral.
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Price Table 14
Cumulative
Price
Least important Neutral Important Most important Total
Frequency 2 13 41 44 100
Percent 2.0 13.0 41.0 44.0 100.0
Valid Percent 2.0 13.0 41.0 44.0 100.0
Percent 2.0 15.0 56.0 100.0
Graph 14
Interpretation: From the above graph 44% of respondents give Most important to
price factor, 41% of respondents says it is important to them, 13% says its neutral & 2% say its least important.
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Performance
Table 15
Cumulative
Performance
Least important Neutral Important Most important Total
Frequency 2 16 39 43 100
Percent 2.0 16.0 39.0 43.0 100.0
Valid Percent 2.0 16.0 39.0 43.0 100.0
Percent 2.0 18.0 57.0 100.0
Graph 15
Interpretation: From the above graph 43% of respondents give Most important to
performance factor, 39% say it is important to them, 16% says Performance is Neutral & 2% of respondents says Least important.
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Comfort
Table 16
Cumulative
Comfort
very least important Least important Neutral Important Most important Total
Frequency 2 7 40 25 26 100
Percent 2.0 7.0 40.0 25.0 26.0 100.0
Valid Percent 2.0 7.0 40.0 25.0 26.0 100.0
Percent 2.0 9.0 49.0 74.0 100.0
Graph 16
Interpretation: From the above graph 40% of respondents says Comfort is Neutral,
26% say it is Most important to them, 25% said it is Important, 7% said it is Least important & 2% for Very least important.
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Safety
Table 17
Cumulative
Safety
very least important Least important Neutral Important Most important Total
Frequency 1 1 14 27 57 100
Percent 1.0 1.0 14.0 27.0 57.0 100.0
Valid Percent 1.0 1.0 14.0 27.0 57.0 100.0
Percent 1.0 2.0 16.0 43.0 100.0
Graph 17
Interpretation: From the above graph 57% of respondents say Safety is Most
important, 27% say its Important, 14% say Safety is Neutral, 1% respondent says its Least important & another 1% for Very least important.
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Resale Value Table 18

Cumulative
Resale value
Very least important Least Important Neutral Important Most important Total
Frequency 2 9 37 29 23 100
Percent 2.0 9.0 37.0 29.0 23.0 100.0
Valid Percent 2.0 9.0 37.0 29.0 23.0 100.0
Percent 2.0 11.0 48.0 77.0 100.0
Graph 18
Interpretation:
From the above graph 37% of respondents give Neutral to resale value factor, 29% says Resale value is important, 23% said it is Most important, 9% said its Least important & 2% said Resale value is Very least important.
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Design Table 19
Cumulative
Design
Very least important Least important Neutral Important Most important Total
Frequency 1 6 21 43 29 100
Percent 1.0 6.0 21.0 43.0 29.0 100.0
Valid Percent 1.0 6.0 21.0 43.0 29.0 100.0
Percent 1.0 7.0 28.0 71.0 100.0
Graph 19
Interpretation: From the above graph 43% of the respondents said that Design is
Important parameter, 29% said Design is Most important, 21% said it is Neutral, 6% said it is least important & 1% respondent said Design is Very least important.
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12.Which products of Toyota do you know?

Table 20
Cumulative
Products
Innova Corolla Altis Qualis Etios Fortuner Camry Total
Frequency 38 13 16 18 10 5 100
Percent 38.0 13.0 16.0 18.0 10.0 5.0 100.0
Valid Percent 38.0 13.0 16.0 18.0 10.0 5.0 100.0
Percent 38.0 51.0 67.0 85.0 95.0 100.0
Graph 20
Interpretation: From the above graph maximum are aware of Innova i.e. 38%, 18%
respondents for Etios, 16% Qualis, 13% for Altis, 10% for Fortuner & 5% for Camry.
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13. How do you feel about the products provided by Toyota Company?
Table 21
Cumulative Frequency Excellent Best Good Average Total 23 34 37 6 100 Percent 23.0 34.0 37.0 6.0 100.0 Valid Percent 23.0 34.0 37.0 6.0 100.0 Percent 23.0 57.0 94.0 100.0
Graph 21
Interpretation: From the above graph 37% of the respondents says that the products
of Toyota Company are Good, 34% says they are the Best, 23% of respondents says products of Toyota are Excellent, & 6% of them said they are Average.
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14. Would you like to have test drive for Toyota Etios?
Table 22
Test drive
Yes No Total Cumulative Frequency 72 28 100 Percent 72.0 28.0 100.0 Valid Percent 72.0 28.0 100.0 Percent 72.0 100.0
Graph 22
Interpretation:
Table 22 reveals that 72% of respondents say they would like to go for test drive & 28% of them said No.
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15. Are you interested to buy a Toyota Etios?

Table 23
Cumulative
Purchase
Yes No Total
Frequency 18 82 100
Percent 18.0 82.0 100.0
Valid Percent 18.0 82.0 100.0
Percent 18.0 100.0
Graph 23
Interpretation: From the above graph 82% of respondents are not interested to buy the car. & 18% of respondents are interested to buy a Toyota Etios.
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CHAPTER 6 6. FINDINGS & SUGGESTIONS
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Findings:
As Toyota is a leading automobile maker and has a good response from the Indian market so most of the respondents are aware of Toyota automobiles.
Among 100 sampled customers 48 of customers were employees, 38 of customers were Businessman, 12 of customers were professionals, 1 politician and 1 student.
Its seen that 87 of the respondents are aware of Toyota Etios.
Out of 100 respondents 72 of respondents are interested to have a test drive of

Toyota Etios.
18 of respondents are interested to buy a Toyota Etios.

Out of 100 respondents 86 of customers are giving main preference to Brand name while making buying decision. Out of 100 respondents 67 of respondents said Mileage is Most important while buying a car. 44 of customers give Most important to price factor, where 41 of customers says it is important. 57 of customers say Safety is Most important, & 27 says its Important factor.
83 of customers are satisfied with their car, 14 of customers are not satisfied.
Among 100 samples 25 of the customers likes the Price of Etios, 23 of the customers likes Mileage, 14 customers like Design, & 13 customers like its Performance.
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Suggestions:
Regularly communicate the customers regarding various offers and schemes for Toyota products.
Also the Dealer should place attractive hoardings of the Toyota brands at Strategic locations in Hubli city.
Personal contact should be done to the potential customer so as to convenience the customers as there is lot of varieties of mid size cars in the market.
Price, Mileage, performance, safety & brand name are the main attributes which are going to grab the market share for Etios and hence this should be highlighted in advertisement & make them to know.
Some of the respondents (18) are interested to buy Etios. We should convert them into our customer immediately, so that they dont go for other brand.
Services after sales should be improved to overcome the service barriers.
To maintain long term relation with customers the company has to treat the customers as a part of company, like sending festival greetings, birthday wishes, membership, loyalty programmes.
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Conclusion:
It is a great privilege to me to study in the esteemed organization that has helped me to procure immense knowledge about the working of the organization. I would conclude that Shodha Toyota is one of the Best Organizations dealing in selling of the vehicle produced by the worlds largest car manufacturing company.
Based on the data analysis, I conclude that when consumer purchases a car: Price, Mileage, Safety and brand name of car influence him to buy a car, and also customers choose the well quality cars.
The study helped me to gain valuable insights in Opportunity Analysis and Consumer Behavior, towards potential for Toyota Etios. This project titled has been a knowledge gaining experience for me. By interacting with the respondents and making visits to the customers, I have been able to understand that understanding customers is an art and it takes a very strong brand image for a company to retain itself in the market.
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QUESTIONNAIRE
Dear Sir/Madam,
I am pleased to introduce myself as P. Sunil Naidu, an MBA student from IEMS BSchool, Hubli. As a part of my curriculum, I have undertaken project on the topic of A study on Market potential for Toyota Etios car in Hubli city at Shodha Toyota,Rayapur. I assure you that the information provided by you will be kept as confidential, & will be used for this study only. I request you to co-operate me in understanding this study by responding to the following questionnaire.
Name:- ___________________________________
Place:- ___________________________________
Occupation:- a) Employee
[ ] b) Businessman [ ]
c) Professional [ ] d) Politician [ ] e) Others (specify) ____________________
Annual income:- a) less than 2 lakh [ ] c) 4 lakh to 6 lakh [ ]
b) 2 lakh to 4 lakh
[ ]
d) more than 6 lakh [ ]
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1) Do you own a car ?
a) Yes
[ ]
b) No
[ ]
If Yes go to question No. 2 If No go to question No. 5
2) Which company car do you own?
a) Toyota [ ] c) Honda [ ]
b) Maruti Suzuki d) Ford [ ]
[ ]
c) Tata
[ ]
e) Others (specify) _____________________
3) Are you satisfied with the car you are presently using?
a) Yes [ ]
b) No [ ]
4). Will you shift or change your existing car in future?
a) Yes [ ]
b) No [ ]
If yes please mention time period you would like to change your car _________
5). Do you intend (Plan) to buy new car?
a) Yes
[ ]
b) No
[ ]
If Yes which model _________________ If No go to question No 7.
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6). In what price range would you like to buy car?
a) 1 lakh to 3 lakh c) 6 lakh to 9 lakh
[ ] [ ]
b) 3 lakh to 6 lakh d) Above 9 lakh
[ ] [ ]
7). Do you give importance to brand name while purchasing a car ?
a) Yes
[ ]
b) No
[ ]
8). Are you aware of Toyota Etios?
a) Yes [ ]
b) No
[ ]
If Yes go to question No. 9 If No go to question No. 11 9). How do you came to know about the Toyota Etios?
a) T.V ads d) Dealers
[ ] [ ]
b) News paper e) Friends [ ]
[ ]
c) Pamphlets
[ ]
f) Others (specify) ________________
10).Which factors will influence you to buy Toyota Etios?
a) Price [ ]
b) Mileage [ ]
c) Safety [ ] d) Service [ ]
e) Performance [ ] f) Design [ ]
11).What importance do you attach to the following parameters while making a decision to buy a car? (Please tick the appropriate option)
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Parameters
Most Important Important Neutral Least
Very Least
Important Important Mileage Price Performance Comfort Safety Resale value Design
12).Which products of Toyota do you know? (Mark any 1)
a) Innova [ ] d) Etios [ ]
b) Corolla Altis e) Fortuner
[ ]
c) Qualis d) Camry [ ]
[ ]
[ ]
13). How do you feel about the products provided by Toyota Company? a) Excellent [ ] b) Best [ ] c) Good [ ] d) Average [ ] 14).Would you like to have test drive for Toyota Etios? d) Bad [ ]
a) Yes
[ ]
b) No
[ ]
15). Are you interested to buy a Toyota Etios?
a) Yes
[ ]
b) No
[ ]
(Thank You for Ur Valuable Time)
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CHAPTER 7
7.BIBLIOGRAPHY
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Websites: http://www.carsingh.com/new/Toyota-Etios.html www.toyotabharat.com www.shodhatoyota.com www.toyota etios.com
Books and Magazines:

Auto car, over drive magazines.
REFERANCE BOOKS:
Marketing management Marketing Research : Philip kotler.. : S.L. Gupta
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MBA 10008049

Shodha Toyota FiNaL Report

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1

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

Topic of the study:

Benefits of the Study:

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Benefits to Me from this Study:

Type of Research:Descriptive market research

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INDIAN AUTOMOBILE HISTORY

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

AUTOMOBILE INDUSTRY IN INDIA

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INDIAN AUTOMOBILE INDUSTRY GROWTH

Facts & Figures

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Graph Showing Turnover of automotive Industry in India

GROSS TUNROVER OF THE AUTOMOBILE INDUSTRY IN INDIA

Year 2004-05 2005-06 2006-07 2007-08 2008-09

(IN USD MILLION)

20,896 27,011 34,285 36,612 38,238

Conversion Rate Rs.40 = 1 USD

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

About Toyota Kirloskar Motor Ltd

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VISION & MISSION

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

Toyota Production System

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Environment, Technology and Employment

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

Toyota Motor Corporation Global Vision

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INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

4 Innovations for the Future

1. Toward a Recycling-based Society

2. Toward the Age of ITS and Ubiquitous Networks

3. Toward Development of Motorization on a Global Scale

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4. Toward a Matured Society

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CHAPTER 3 3.ORGANIZATION PROFILE

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TOYOTA MOTORS PVT LTD SHODHA TOYOTA

About Shodha Motors

Group CEO Managing Director Director Director

Mr. Prasad Deshpande (MD)

Mr. R.G. Kulkarni (Group CEO)

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE

INSTITUTE OF EXCELLENCE IN MANAGEMENT SCIENCE