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Maruti Suzuki is one of India's leading automobile

manufacturers and the market leader in the car
segment, both in terms of volume of vehicles sold
and revenue earned.
The Group͛s operations are in 1200 towns and cities
with 2628 workshops and also exports cars to other
Maruti Suzuki offers 15 models.
other activities of the Group comprise of facilitation
of Pre-Owned Car Sales, Fleet Management and Car
Maruti 800, Omni, Esteem, Alto
A Star, Wagon R, Zen Estilo,
Swift, Swift Dzire and SX4
Grand itara (Grand itara is imported from Japan as
a completely built unit )
remaining all models are manufactured in Maruti
Suzuki's Gurgaon Plant
Maruti suzuki was born to make people͛s carfor
middle class india.
The mission of Maruti is to motorise India
Established in February 1981 with Maruti 800
Its' only competitors- industan Motors-
͛Ambassador͛ and Premier͛s Padmini were both
around 25 years out of date at that point
Maruti 800, till 2004, was the India's largest selling
compact car ever since it was launched in 1983.
The company vouches for customer satisfaction. For
its sincere efforts it has been rated (by customers)
first in customer satisfaction among all car makers in
India for ten years in a row in annual survey by
JD Power Asia Pacific.
18.28% of the company was owned by the Indian
government, and 54.2% by Suzuki of Japan
The Indian government held an initial public offering
of 25% of the company in June 2003.
As of 10 May 2007, Govt. of India sold its complete
share to Indian financial institutions. With this, Govt.
of India no longer has stake in Maruti Udhyog.
: People
Recruiting the right staff and training them appropriately in the delivery of
their service
In each service station 30-40 people are there, including managers to
technician, mechanic, and office boy.
: Process
Refers to the systems used to assist the organization in delivering the
Process is the important ingredient which makes the organization success
or failure.
: Physical Evidence
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.
: Products
Maruti Suzuki offers 15 models.
: Price
Maruti Suzuki has different price range for different product ,different
price package are there.
: Place
Maruti has 2628 listed Authorized service stations and 30 Express Service
Stations on 30 highways across India.
: Promotion
Regular reminding of the service time period
Providing Insurance and other service at one roof
Segmenting for the regular customers.
Service Station
Maruti has 2628 listed Authorized service
stations and 30 Express Service Stations on 30
highways across India.
Service is a major revenue generator of the
company. Most of the service stations are
managed on franchise basis, where Maruti trains
the local staff
The Express Service stations help many stranded
vehicles on the highways by sending across their
repair man to the vehicle
Service Process
Entrance : Security check or respective
number to the car in the queue.
Inspection Manager: Inspection of the vehicle
Job sheet: things to be done, km traveled,
accessories, fuel present.
Estimate is prepared and shown to the
Three copies of the job sheet is made and send to
å Supervisor
å Washing floor supervisor
å Account department
Time allocation to different mechanics
After the completion floor inspection manager
checks the work done.
ehicle is send to next floor If satisfactory
work done otherwise sent back.
Road test by customer and supervisor.
ehicle is let out of gate.
Follow up calls to the customer by CRM about
the performance and up coming services,
schemes and insurance laps.
ülueprint of Maruti Suzuki Service
Act 1
Standards isiting and W Confirmation of W
Called the
and Scripts greeted by the the customer customer
Physical staff Line
of inter
Make Car checked and Contact
test drive
appointment accessories person(vi
Line of
the car with sible
visibility the staff actions)

Job card car take to the üilling is person(i
preparation diff dept. done nvisible
Line of internal
interaction Support
Make Give of the Record is Process
estimation concerned maintained es
mechanics the data base
Service differentiation
The customer is greeted with in 3 minutes
after entering into the service station.
Provide home delivery for customers
Follow up and free of cost service in
case of fault within 7 days
Less lead time
timely delivery
Maruti genuine products
Incase of complaints and time constraints
picking and delivering the car by service
mechanic is also in place
For lady customers door to door services
Two kind of services A+ and express
Maruti genuine products, Maruti authorized
service station and Maruti genuine
During the service MGP is used
Incase of dissatisfaction original boxes are
even shown to the customer
Maruti make sure about the service being
delivered by the MASS
Employee efficiency and satisfaction
Employee performance is reviewed at the end
of every month
The technicians or the mechanics for who͛s
end the complains came we send them for the
training or keep and eye on the work of that
particular person, so that there is not the
repeat complain
Reward system for each and every employee
targets are given
Reward system
Reward system for each and every employee
Targets are given to the employees
The employee who gets the maximum points
on the score card from the customer will be
rewards by the company and by the agency
where he is working.