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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Executive summary

    Manickbag Group was founded in 1920 by 2 families, Dharmappa Mirji  and Manickchand

    Shah. he name Manickbag was adop!ed because i! was s!ar!ed on a land, which was dona!ed

     by one Mr" "Manickchand #" $a%eri of &ombay !o 'ain boarding and i!, was full of bamboo

     jungle and hence !he area was known as Manickbag" he au!omobile indus!ry !oday is !he

    mos! produc!i%e indus!ry" Due !o !he increase in income in bo!h rural and urban sec!or and

    easy finance being pro%ided by all !he financial ins!i!u!es, !he passenger car sales

    ha%e increasing day by day and o!her cars like #orsche, &en!ley, (udi and &M) all are in

    *ndian marke!s !o achie%e marke! share" +ne fac!or !ha! could help !he companies in !heir 

    marke!ing of !heir produc! is by knowing and crea!ing a personali!y for !heir brands" he

    repor!s shall a!!emp! !o answer some of !he ues!ions regarding cars in *ndia !he marke! in

    *ndia is growing %ery fas! wi!h many lu-urious cars coming from na!ional and in!erna!ional

    manufac!urers"" .ence, i! has become %ery essen!ial for all players !o come up wi!h

    inno%a!i%e and a!!rac!i%e cars !o cap!ure !he a!!en!ion and a!!rac! !he cus!omers" he sur%ey is

    on cus!omer sa!isfac!ion abou! sales ac!i%i!ies a! Manickbag au!omobiles, .ubli "he

    /ompany will also come !o know how cus!omer is sa!isfied wi!h !he informa!ionser%ices

    gi%en by !he salespeople a! Manickbag au!omobiles, .ubli !hrough s!ruc!ured i fel! !hisduring my in!erac!ion wi!h responden!s"

    Title of the study:

     ( s!udy on cus!omer sa!isfac!ion af!er sales ac!i%i!ies a! Manickbag au!omobiles, #%!, !d,.ubli 33"

    Objectives of the study:

    1" o know cus!omer sa!isfac!ion le%el abou! %arious sales ac!i%i!ies a! Manickbag

    au!omobiles, #%!, !d , .ubli"

    2" o ascer!ain !he cus!omers opinion abou! !he uali!ies of salespeople a! Manickbag

    au!omobiles"

    4" o inden!ify !he areas for impro%emen! in sales ac!i%i!ies a! Manickbag au!omobiles"

    5" o sugges! ac!ions !o be !aken by Manickbag au!omobiles ,!o impro%e cus!omer 

    sa!isfac!ion

    KLE ‘S, IMSR, HUBLI Pg

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Research Methodology:

    1" ype of research6 Descrip!i%e research"

    2" Sample popula!ion6 cus!omers of Manickbag au!omobiles, #%!, !d, from .ubli 7

    Dharwad"

    4" Sampling me!hod6 8on probabili!y con%enience sampling pro%ided by company:"

    5" Sample si;e6 100 nos"cus!omer"

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    10" ?5C of !he responden!s are highly sa!isfied, 42C sa!isfied and 5C are neu!ral abou!

    salespeople3s eagerness !o help !hem"

    11" =egarding promp! a!!en!ion 5

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    imitations:

    !. he sur%ey is limi!ed !o only .ubli 7 Dharwad ci!y"

    2" he s!udy will be reflec!ing !he response gi%en by samples !o ues!ions in !he

    ues!ionnaire and i! is assumed !hey are !ru!hful"

    "onclusion: 

    * conclude !ha! !he Manickbag au!omobiles, #%!, !d, .ubli should gi%e more impor!ance !o

    all !he cus!omers" (! presen!, !he demand for a!a Mo!ors car is good compared !o

    compe!i!ors3 produc!s 7 !heir dis!ribu!ion ne!work is good 7 !hey are pro%iding good

    ser%ices !o cus!omers, * fel! !his during my in!erac!ion wi!h responden!s

    he *ndian (u!omobile *ndus!ry is manufac!uring o%er 11 million %ehicles and e-por!ing

    abou! 1"< million e%ery year !he dominan! produc!s of !he indus!ry are !wo wheelers wi!h a

    marke! share of o%er @

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    climbs up un!il !he !hird !ier suppliers" .owe%er !he produc!s, as channeled in e%ery

    !radi!ional au!omo!i%e indus!ry, flow from !he !op of !he supply chain !o reach !he consumers"

    *n!eres!ingly, !he le%el of !rade e-por!s in !his sec!or in *ndia has been medium and impor!s

    ha%e been low" .owe%er, !his is rapidly changing and bo!h e-por!s and impor!s are

    increasing" he demand de!erminan!s of !he indus!ry are fac!ors like affordabili!y, produc!

    inno%a!ion, infras!ruc!ure and price of fuel" (lso, !he basis of compe!i!ion in !he sec!or is high

    and increasing, and i!s life cycle s!age is grow!h" )i!h a rapidly growing middle class, all !he

    ad%an!ages of !his sec!or in *ndia are ye! !o be le%eraged" 8o!e !ha!, wi!h a high cos! of 

    de%eloping produc!ion facili!ies, limi!ed accessibili!y !o new !echnology and soaring

    compe!i!ion, !he barriers !o en!er !he *ndian (u!omo!i%e sec!or are high" +n !he o!her hand,

    *ndia has a wellFde%eloped !a- s!ruc!ure" he power !o le%y !a-es and du!ies is dis!ribu!ed

    among !he !hree !iers of Go%ernmen!" he cos! s!ruc!ure of !he indus!ry is fairly !radi!ional,

     bu! !he profi!abili!y of mo!or %ehicle manufac!urers has been rising o%er !he pas! fi%e years"

    Major players, like a!a Mo!ors and Maru!i Su;uki ha%e ma!erial cos! of abou! B0C bu! are

    recording profi!s af!er !a- of abou! ?C !o 11C"he le%el of !echnology change in !he Mo!or 

    %ehicle *ndus!ry has been high bu!, !he ra!e of change in !echnology has been medium"

    *n%es!men! in !he !echnology by !he producers has been high" Sys!emFsuppliers of in!egra!ed

    componen!s and subFsys!ems ha%e become !he order of !he day" .owe%er, fur!her in%es!men!

    in new !echnologies will help !he indus!ry be more compe!i!i%e" +%er !he pas! few years, !he

    indus!ry has been %ola!ile" /urren!ly, *ndia3s increasing per capi!a disposable income which is

    e-pec!ed !o rise by 10?C by 201< and grow!h in e-por!s is playing a major role in !he rise

    and compe!i!i%eness of !he indus!ry" a!a Mo!ors is leading !he commercial %ehicle segmen!

    wi!h a marke! share of abou! ?5C"Maru!i Su;uki is leading !he passenger %ehicle segmen!

    wi!h a marke! share of 5?C .yundai Mo!or *ndia and Mahindra and Mahindra are focusing

    e-panding !heir foo!prin! in !he o%erseas marke!" .ero .onda Mo!ors is occupying o%er 51C

    and sharing 2?C of !he !wo wheeler marke! in *ndia wi!h &ajaj (u!o" &ajaj (u!o in i!self is

    occupying abou!

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    companies ha%e manufac!uring uni!s where engines are manufac!ured and par!s supplied by

    firs! !ier suppliers and second !ier suppliers are assembled" (u!omakers are !he key !o !he

    supply chain of !he au!omo!i%e indus!ry" A-amples of !hese companies are Mo!ors, Maru!i,

    oyo!a, and .onda" *nno%a!ion, design capabili!y and branding are !he main focus of !hese

    companies"

    -ealers: +nce !he %ehicles are ready !hey are shipped !o !he regional branch and from !here,

    !o !he au!hori;ed dealers of !he companies" he dealers !hen sell !he %ehicles !o !he end

    cus!omers"

    %arts and $ccessory: hese companies pro%ide produc!s like !ires, windshields, and air bags

    e!c" !o au!omakers and dealers or direc!ly !o cus!omers"

    Service %roviders: Some of !he ser%ices !o !he cus!omers include ser%icing of %ehicles,

    repairing par!s, or financing of %ehicles" Many dealers pro%ide !hese ser%ices bu!, cus!omers

    can also choose !o go !o independen! ser%ice pro%iders

    KLE ‘S, IMSR, HUBLI Pg &

    http://en.wikipedia.org/wiki/Toyotahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Hondahttp://en.wikipedia.org/wiki/Toyota

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    "OM%$/ %ROF#E

    KLE ‘S, IMSR, HUBLI Pg '

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Tata "om&any %rofile:

    a!a Mo!ors imi!ed is *ndia3s larges! au!omobile company, wi!h consolida!ed re%enues of 

    =s"1, 24,144 crores SD 2@ billion: in 2010F11" *! is !he leader in commercial %ehicles in

    each segmen!, and among !he !op !hree in passenger %ehicles wi!h winning produc!s in !he

    compac!, midsi;e car and u!ili!y %ehicle segmen!s" he /ompany is !he worldIs four!h larges!

    !ruck manufac!urer, and !he worldIs !hird larges! bus manufac!urer" he /ompanyIs o%er 

    2

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    Manickbag Automobiles, Pvt, Ltd, Hubli

     pickup %ehicles in hailand" he new plan! of a!a Mo!ors hailand: has begun produc!ion

    of !he Nenon pickup !ruck, wi!h !he Nenon ha%ing been launched in hailand in 200B" a!a

    Mo!ors is also e-panding i!s in!erna!ional foo!prin!, es!ablished !hrough e-por!s since 19?1"

    he /ompanyIs commercial and passenger %ehicles are already being marke!ed in se%eral

    coun!ries in Aurope, (frica, !he Middle Aas!, Sou!h Aas! (sia, Sou!h (sia and Sou!h (merica"

    *! has franchiseejoin! %en!ure assembly opera!ions in Kenya, &angladesh, kraine, =ussia,

    Senegal and Sou!h (frica" he founda!ion of !he /ompanyIs grow!h o%er !he las!

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    new range of world s!andard !rucks called #rima" *n !heir power, speed, carrying capaci!y,

    opera!ing economy and !rims, !hey will in!roduce new benchmarks in *ndia and ma!ch !he

     bes! in !he world in performance a! a lower lifeFcycle cos!" a!a Mo!ors is eually focused on

    en%ironmen!Ffriendly !echnologies in emissions and al!erna!i%e fuels" *! has de%eloped

    elec!ric and hybrid %ehicles bo!h for personal and public !ranspor!a!ion" *! has also been

    implemen!ing se%eral en%ironmen!Ffriendly !echnologies in manufac!uring processes,

    significan!ly enhancing resource conser%a!ion" hrough i!s subsidiaries, !he /ompany is

    engaged in engineering and au!omo!i%e solu!ions, cons!ruc!ion euipmen! manufac!uring,

    au!omo!i%e %ehicle componen!s manufac!uring and supply chain ac!i%i!ies, machine !ools and

    fac!ory au!oma!ion solu!ions, highFprecision !ooling and plas!ic and elec!ronic componen!s

    for au!omo!i%e and compu!er applica!ions, and au!omo!i%e re!ailing and ser%ice opera!ions"

    a!a Mo!ors is commi!!ed !o impro%ing !he uali!y of life of communi!ies by working on four 

    !hrus! areas O employabili!y, educa!ion, heal!h and en%ironmen!" he ac!i%i!ies !ouch !he li%es

    of more !han a million ci!i;ens" he /ompanyIs suppor! on educa!ion and employabili!y is

    focused on you!h and women" hey range from schools !o !echnical educa!ion ins!i!u!es !o

    ac!ual facili!a!ion of income genera!ion" *n heal!h, our in!er%en!ion is in bo!h pre%en!i%e and

    cura!i%e heal!hcare" he goal of en%ironmen! pro!ec!ion is achie%ed !hrough !ree plan!a!ion,

    conser%ing wa!er and crea!ing new wa!er bodies and, las! bu! no! !he leas!, by in!roducing

    appropria!e !echnologies in our %ehicles and opera!ions for cons!an!ly enhancing en%ironmen!

    care" )i!h !he founda!ion of i!s rich heri!age, a!a Mo!ors !oday is e!ching a refulgen! fu!ure"

    )alues and &ur&ose

    %ur&ose:

    (! !he a!a group we are commi!!ed !o impro%ing !he uali!y of life of !he communi!ies we

    ser%e" )e do !his by s!ri%ing for leadership and global compe!i!i%eness in !he business sec!ors

    in which we opera!e"

    +ur prac!ice of re!urning !o socie!y wha! we earn e%okes !rus! among consumers, employees,

    shareholders and !he communi!y" )e are commi!!ed !o pro!ec!ing !his heri!age of leadership

    wi!h !rus! !hrough !he manner in which we conduc! our business"

    KLE ‘S, IMSR, HUBLI Pg

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    "ore)alues:

    a!a has always been %aluesFdri%en" hese %alues con!inue !o direc! !he grow!h and business

    of a!a companies" he fi%e core a!a %alues underpinning !he way we do business are6

    • #ntegrity: )e mus! conduc! our business fairly, wi!h hones!y and !ransparency"

    A%ery!hing we do mus! s!and !he !es! of public scru!iny"

    • 0nderstanding: )e mus! be caring, show respec!, compassion and humani!y for our 

    colleagues and cus!omers around !he world, and always work for !he benefi! of !he

    communi!ies we ser%e"

    • Excellence: )e mus! cons!an!ly s!ri%e !o achie%e !he highes! possible s!andards in our 

    dayF!oFday work and in !he uali!y of !he goods and ser%ices we pro%ide"• 0nity: )e mus! work cohesi%ely wi!h our colleagues across !he group and wi!h our 

    cus!omers and par!ners around !he world, building s!rong rela!ionships based on

    !olerance, unders!anding and mu!ual coopera!ion"

    • Res&onsibility: )e mus! con!inue !o be responsible, sensi!i%e !o !he coun!ries,

    communi!ies and en%ironmen!s in which we work, always ensuring !ha! wha! comes from

    !he people goes back !o !he people many !imes o%er"

     

    KLE ‘S, IMSR, HUBLI Pg !

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Manufacturing 0nits:

    a!a Mo!ors owes i!s leading posi!ion in !he *ndian au!omobile indus!ry !o i!s s!rong focus on indigeni;a!ion" his

    focus has dri%en !he /ompany !o se! up worldFclass manufac!uring uni!s wi!h s!a!eFofF!heFar! !echnology" A%ery

    s!age of produc! e%olu!ionFdesign, de%elopmen!, manufac!uring, assembly and uali!y con!rol, is carried ou!

    me!iculously" +ur manufac!uring plan!s are si!ua!ed a! 'amshedpur in !he Aas!, #une and Sanand in !he )es! and

    ucknow #an!nagar in !he 8or!h and Dharwad in !he Sou!h"

    'amshedpur *'harkhand +

    n 195

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    *! manufac!ures all cri!ical au!omobile cas!ings e"g" /ylinder &lock, /ylinder .ead e!c" *! has a sophis!ica!ed

    Kunkel )agner .igh #ressure Moulding line of a ra!ed produc!ion capaci!y of 90 moulds hour" his is suppor!ed

     by a sand cooler and sand mi-er from Kunkel )agner" *!s mel!ing shop has Medium Lreuency *nduc!ion

    Lurnaces for mel!ing and /hannel Lurnaces for holding" he pouring is done by a /hannel #ress #our coupled

    wi!h a S!eam *nocula!ion Dispenser" he core shop has a s!a!eFofF!heFar! /old &o- Machine, making four cores

     per minu!e" *! has elabora!ed sand and me!allurgical labora!ories" *n 1994 !he foundry was *S+ 9002 cer!ified by

    !he &ureau Heri!as >uali!y *n!erna!ional, which was la!er followed by !he more s!ringen! >S 9000 cer!ifica!ion

    from !he &H>* in !he year 2000" /urren!ly i! is cer!ified as S6 1?959 by &H/"

    #une Maharash!ra : 6

    he #une uni! is spread o%er !wo geographical regionsF #impri B00 acres: and /hinchwad 140 acres:" *! was

    es!ablished in 19?? and has a #roduc!ion Angineering Di%ision, which has one of !he mos! %ersa!ile !ool making

    facili!ies in !he *ndian subFcon!inen!" *! houses a Hehicle manufac!uring comple- which is one of !he mos!

    in!egra!ed au!omo!i%e manufac!uring cen!ers in !he /oun!ry producing a large %arie!y of indi%idual i!ems and

    aggrega!es" *! is engaged in !he design and manufac!ure of sophis!ica!ed press !ools, jigs, fi-!ures, gauges, me!al

     pa!!ern and special !ools, as well as models for !he de%elopmen! of new ranges of au!omobile produc!s" *!s

    capabili!ies ha%e enabled a!a Mo!ors !o in!roduce new produc!s and impro%e e-is!ing ones wi!hou! resor!ing !o

    impor!s of dies or fi-!ures"+%er !he years, !his di%ision has de%eloped e-per!ise in design and manufac!ure of 

    au!oma!ed dies, fi-!ures and welding euipmen!" *!s large design group is fully con%ersan! wi!h s!a!eFofF!heFar!

    /(D facili!ies and manufac!uring facili!ies comprising of ligh! and hea%y /8/ machine shops, jigs boring room,

     plas!ic !empla!e shop, wood pa!!ern and model pa!!ern shop, fi%e a-is precision machine !ools and laser con!rol

    machines" o cope wi!h such a di%erse range, four assembly lines ha%e been es!ablished, one each for M/Hs and

    ./Hs, /Hs, !ili!y %ehicles and one for #assenger /ars *ndica and *ndigo:"he #assenger /ar Di%ision in IKI

     block e-ecu!es !he en!ire process of car manufac!ure o%er fi%e shops F !he engine shop, !he !ransmission shop,

     press and body shops, pain! shop and !he !rim and final assembly shop" he shops are fully au!oma!ed ensuring

    !ha! !here is minimal chance for error in !he manufac!uring processes"(f!er !he car is comple!ely assembled, i!

    goes !hrough se%eral checks like wheel alignmen!, sideslip !es!, brake !es!, shower !es!, and a shor! !es! run before

    i! is ready for dispa!ch" (ll sys!ems such as ma!erials managemen!, main!enance and o!her ac!i%i!ies are

    compu!eri;ed, enabling smoo!h opera!ions and minimum in%en!ory needs"he Alec!ronics Di%ision is engaged in

    !he produc!ion of a wide %arie!y of Machine ool /on!rollers, #/s, es! rig ins!rumen!a!ion, Ser%omo!ors,

    #ro-imi!y Swi!ches" *n addi!ion, i! has de%eloped a number of componen!s such as flashers, horns, !imers !ha! areused in a!a Mo!orsI %ehicles"*ndus!ry e-per!s ra!e !he fully au!oma!ed Loundries a! /hinchwad and Ma%al

    KLE ‘S, IMSR, HUBLI Pg #

    http://animatedcollapse.toggle%28%27cont2%27%29/http://animatedcollapse.toggle%28%27cont2%27%29/

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    among !he bes!, worldwide" he *ron Loundry a! /hinchwad produced 4@,000 ons of high precision cas!ings in

    200?F0@ while !he *ron Loundry a! Ma%al produced 15000 ons of spheroidal *ron cas!ings in 200?F0@" hese

    include /ylinder &locks, /ylinder .eads, Gear &o- .ousing, e!c" o dispense wi!h !he need for ou!sourcing, an

    (luminum Loundry wi!h an annual capaci!y of 4,400 !ones has been es!ablished"

    ucknow "# : 6

    a!a Mo!ors ucknow is one of !he younges! produc!ion facili!ies among all !he a!a Mo!ors loca!ions and was

    es!ablished in 1992 !o mee! !he demand for /ommercial Hehicles in !he *ndian marke!" he s!a!eFofF!heFar! plan!

    is s!rongly backed by an Angineering =esearch /en!re and Ser%ice se!Fup !o suppor! wi!h la!es! !echnology and

    ca!er !o !he comple-i!ies of au!omobile manufac!uring" Lully &uil! Hehicle business, which is one of !he fas!

    growing areas of our business, is also es!ablished in ucknow"+ur plan!, rolls ou! commercial %ehicles and is

    speciali;ed in !he designing and manufac!uring of a range of modern buses which includes owFfloor, l!ra owF

    floor, /8G 7 =A &uses" he ucknow facili!y also speciali;es in manufac!uring ./&S .igh capaci!y &us

    Sys!em: buses"*n ligh! of /ompany3s aggressi%e grow!h plans, we are curren!ly in e-pansion phase and

     produc!ion a! ucknow would grow manyFfold in near fu!ure" he e-pansion shall be in !he areas of pain!ing,

    welding, %ehicle assembly 7 !es!ing and u!ili!y ser%ices, dri%en by la!es! !echnology" o achie%e !hese plans we

    in%i!e people who ha%e good echnical Knowledge, seek /hallenging +ppor!uni!ies and ha%e a Dri%e for 

    Angineering A-cellence !o come and par!ner us in our journey"

    #an!nagar!!arakhand : 6

    he /ompany has se! up a plan! for i!s miniF!ruck (ce and !he passenger carrier Magic based on !he (ce

     pla!form: a! #an!nagar in !!arakhand" he plan! began commercial produc!ion in (ugus! 200@" his is !he

    companyIs four!h plan!, af!er 'amshedpur commercial %ehicles:, #une commercial %ehicles and passenger 

    %ehicles: and ucknow commercial %ehicles:" he plan! is spread o%er 9

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Sanand (hmadabad : 6

    a!a Mo!ors3 plan! for !he a!a 8ano a! Sanand, in (hmadabad dis!ric! of Gujara!, marks !he culmina!ion of !he

    /ompany3s goal of making !he a!a 8ano a%ailable !o hundreds of !housands of families, desirous of !he car a

    safe, affordable and en%ironmen!al friendly mode of !ranspor!" he capaci!y of !he plan!, !o begin wi!h, will be

    2

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    shop and eyland ser%ice for repairs of eyland Hehicles" *n !he 19B0 a branch for Mico

    of Manickbag Diesels was opened in &ijapur" *n !he year 19B5 i!s firs! branch was

    opened in .ubli" Lur!her !hey opened branches *n 1994 Manickbag (u!omobiles

     branches were opened a! &ijapur and (nkola in 1994" *n 1999 a!a Mo!ors passenger car 

    dealership was !aken up 7 was awarded all *ndia bes! SS* 7 /S* by our honorable

    chairman Shri =a!an a!a in !he %ery firs! year of opera!ion *n 2004 Manickbag

    (u!omobiles was !ransformed in!o Manickbag (u!omobiles #%! !d

    -E$ERS %ROF#E:

    •ame of the com&any:Manickbag (u!omobiles #%!"!d

    • ature of the com&any: #ri%a!e imi!ed /ompany

    • Managing -irector:Sarang Shah

    • 1oard of -irectors:Shashikan!Mirji

    • (shok Mirji

    • &ushanMirji

    • Shin Mirji

    • Sanjo!Mirji

    • =amesh Shah

    • Hijay Shah

    • $ddress: Manickbag (u!omobiles #%!" !d

    Hidyanagar, .ubliF

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    KLE ‘S, IMSR, HUBLI Pg (

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    OR3$#4$T#O STR0"T0RE OF

    M$#"51$3 $0TOMO1#ES

    KLE ‘S, IMSR, HUBLI Pg !)

    DIRECTORS

    Service

    Manager

    S%$RESSales

    Manager

    2uman

    Resource

    $ccount

    Manager

    6or's 7 S&ares

    Manager

    Service

    Manager$sst Sales

    Manager

    % - # #n

    charge$SM

    Sho8room

    #n charge

    Sales

    Executives

    Store

    5ee&er

    "ustomer

    "are

    -enting 7

    %ainting #n

    charge

    1ac'

    Office

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    Tata Motors %roduct %rofile:

    Tata ano #ndigo e9cs

    #ndica )ista Tata )enture

    Tata Sumo )icta #ndica

    KLE ‘S, IMSR, HUBLI Pg !

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    Tata Sumo Tata safari

     

    #ndigo Mana

    Tata 6inger

     

    Tata Safari -icor

    -e&artmentation:

    There are t8o main divisions in the firm these are:

    KLE ‘S, IMSR, HUBLI Pg !!

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    !. "ommercial )ehicle -ivision +")-,:

    More !han half a cen!ury of impressi%e presence and a!a Mo!ors con!inues !o pro%ide *ndia

    wi!h !op of !he line commercial %ehicles" a!a Mo!ors is *ndia3s larges! and among !he world3s

    !op fi%e medium and hea%y commercial manufac!ures" )e ha%e o%er 140 models pro%iding a

    wide %arie!y of commercial !ranspor! solu!ions"

    A-amples for /ommercial Hehicles6 a!a (ce, a!a #ickup ruck:, a!a 50@ A- and A-2,

    a!a 1

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Functions:

    Searching cus!omer"

    arge!ing !he cus!omer"

    Mee! !he cus!omer demand wi!h appropria!e supply"

    Gi%ing uo!a!ions !o cus!omers"

    Sol%ing !he cus!omer problems"

    SER)#"E -E%$RTMET

    Objectives:

    o pro%ide high class ser%ice !o !he cus!omers"

    Sol%e !he cus!omer problem wi!h !he produc!"

    Main!ain good rela!ionship wi!h e-is!ing cus!omer and new cus!omer"

    Functions:

    o pro%ide be!!er uali!y ser%ice !o !he cus!omers"

    $""O0TS -E%$RTMET

    Objectives:

    #ro%iding finance informa!ion !o !he %arious depar!men!"

    /on!rolling !he cos!s of depar!men!"

    Functions:

    (udi!ing !he records of !he depar!men!"

    Main!aining books of accoun!"

    =aising funds from bank"

    #reparing *ncome a- and cos! shee!"

    2R -E%$RTMET

    Objective: o help !he organi;a!ion !o reach i!s goals and !o ensure effec!i%e u!ili;a!ion and

    ma-imum de%elopmen! of human resources"

    KLE ‘S, IMSR, HUBLI Pg !#

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    Functions:

    Man #ower planning"

    =ecrui!men!, selec!ion and placemen! of personnel"

    raining !o employees"

    #erformance appraisal, #romo!ion, &onus and also incremen! !o !he employees"

    =emunera!ion of employees"

    De%eloping and main!aining mo!i%a!ion for workers by pro%iding incen!i%es"

    'ob =o!a!ion"

    (iding in !he self de%elopmen! of employees a! all !he le%els"

    3EER$ 2R %O#"#ES # M$#"51$3 $0TOMO1#ES

    Manickbag (u!omobiles #%!" !d" recogni;es i!s employees as !he mos! impor!an! asse! for i!s

    con!inued grow!h" .=M in Manickbag shall s!ri%e !o ensure con!inuous organi;a!ional

    grow!h by nur!uring !he s!reng!hs of i!s employees and pro%iding !he en%ironmen! and

    oppor!uni!y for e%ery indi%idual !o rise !o his personal goal wi!hin !he framework of 

    organi;a!ional, socie!al and na!ional objec!i%es" *! shall endea%or !o uphold !he digni!y of 

    indi%iduals by recogni;ing !heir wor!hy con!ribu!ions and making !hem feel proud par!ners in

     progress !hrough !he following measures"

    "

    !, $8ards and "elebrations:

    (nnual awards shall be gi%en in !he following ca!egories6

    i: &es! performing Sales A-ecu!i%e MH:

    ii: &es! performing Sales A-ecu!i%e /ar:

    iii: Mos! disciplined employee Sales organi;a!ion:

    i%: Mos! disciplined employee Ser%ice organi;a!ion:

    %: Amployee of !he year"

    %i: (ward for e-emplary ini!ia!i%e inno%a!ion a! work place"

    %ii: &es! mechanic &es! !echnician"

    KLE ‘S, IMSR, HUBLI Pg !$

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    KLE ‘S, IMSR, HUBLI Pg !%

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    $$/S#S

    $-

      #TER%RET$T#OS

    !: .ow do you ra!e sales person3s response for your enuiry of %ehicle a! Manickbag

    (u!omobilesQ

     -.e/uenc0 cumulative1.e/

    2e.centage

    cumulative1e/

    Hig3l0 satis4ed "' )) "'

    Satis4ed #' )) '%5eit3e. satis4ed no. 6issatis4ed ' )) (#

    6is satis4ed % )) ))

    Hig3l0 6is satis4ed ) ))

     7otal ))

    KLE ‘S, IMSR, HUBLI Pg !&

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    "'8

    #'8

    '8%8

    Hig3l0 satis4ed Satis4ed

    5eit3e. satis4ed no. dis satis4ed 6is satis4ed

    Hig3l0 dis satisied

    #nter&retation: 4B C of !he responden!s are highly sa!isfied , 5BC of !he responden!s

    are sa!isfied wi!h !he sales persons response a! enuiry , BC of responden!s are nei!her 

    sa!isfied nor dissa!isfied and ?C responden!s are dissa!isfied of !he sales persons response of 

    %ehicle " his indica!es majori!y of !he cus!omers B?C: are sa!isfied wi!h response of 

    salespeople of Manickbag (u!omobiles for !heir enuiries"

    ;, )ha! is your opinion abou! sales person a! Manickbag au!omobiles !o pro%iding

     produc! informa!ion<

    -.e/uenc0 cumulative1.e/

    2e.centage

    cumulative1.e/

    9e.0 good "' )) "'

    :ood #! )) ')5eit3e. good no.bad ! )) (!

    Bad ' )) ))

    9e.0 bad ) )) 7otal ))

    KLE ‘S, IMSR, HUBLI Pg !'

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    9e.0 goood; "'8

    :ood; #!8

    5eit3e. good no. bad; !8

    Bad; '8

    #nter&retation: he abo%e !able and graph indica!es  4BC of !he responden!s said

     pro%iding of produc! informa!ion is %ery good by Manickbag (u!omobiles salespeople, 52C

    said good, 12C said nei!her good nor bad and BC of !he responden!s said i! is bad" hus,

    mos! of !he cus!omers are sa!isfied wi!h pro%iding of produc! informa!ion by salespeople"

    4: .ow did you find response from Manickbag au!omobiles salespeople on your uires

    doub!s abou! !he rela!ed ser%ices 7 produc!Q

     

    Lreuency cumula!i%e

    fre

     percen!ag

    e cumula!i%e fre9e.0 good #) )) #)

    :ood #' )) ''5eit3e. good no.bad & )) ($

    9e.0 bad ) )) )

    Bad $ )) ))

     7otal ))

    KLE ‘S, IMSR, HUBLI Pg !(

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    #)8

    #'8

    &8$8

     

    9e.0 good :ood

    5eit3e. good no. bad 9e.0 bad

    Bad

    #nter&retation: he abo%e !able and graph abou! response of Manickbag salespeople !o

    ueriesdoub!s abou! produc! and ser%ices  indica!es 50C of !he responden!s say i! is %ery

    good, 5BC say i! is good,@C say nei!her good nor bad, and

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    "!

    #&

    ( )!

    -.e/uenc0 cummualtive 1.e/

    #nter&retation: he abo%e !able and graph shows 42C of !he cus!omers are highly

    sa!isfied wi!h !he speed of comple!ing sales process, 5@C of !he cus!omers are sa!isfied,

    9Cof !he cus!omers are neu!ral, 10C of !he cus!omers are dissa!isfied and 2C of !he

    cus!omers are highly dissa!isfied" hus, i! can be in!erpre!ed !ha! majori!y of !he

    cus!omers @9C: are sa!isfied wi!h speedy comple!ion of sales process, bu! 21C are ei!her unsure or no! sa!isfied" he company may look a! a!!ending !he concerns of !he cus!omers

    in delays in comple!ing sales process for impro%ed cus!omer sa!isfac!ion"

    >, Do you find !he offer by Manickbag au!omobiles for !es! dri%e of !he %ehicle before

     purchaseQ

     -.e/uenc0 cumulative1.e/

    2e.centage

    cumulative1.e/

    KLE ‘S, IMSR, HUBLI Pg "!

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    1" /ommunica!ion skills

    2" Knowledge of !he produc!

    4" /oncern for !he cus!omer 

    5" Aagerness !o help

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    #%

    "'

    %

    ) )

    "ommunication s'ill

    #nter&retations: Lrom  !he abo%e !able and graph i! can be in!erpre!ed !ha!  5?C of !he

    responden!s are highly sa!isfied wi!h communica!ion skills of salespeople, 4BC are sa!isfied,

    and 1?C of !he responden!s are neu!ral wi!h !he communica!ion skills of !he sales person"

    2: Knowledge of !he produc! 6

    -.e/uenc0 cumulative1.e/

    Pe.centage

    =umulative1.e/

    Hig3l0 satis4ed &) )) &)

    Satis4ed ") )) ))

    5eut.al ) ))

    6is satis4ed ) ))Hig3l0dissatis4es ) ))

     7otal ))

    KLE ‘S, IMSR, HUBLI Pg "$

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    Hig3l0 stais4ed 5eut.al Hig3l0 dis satis4es

    &)

    ")

    ) ) )

    5no8ledge of the &orduct

     

    #nter&retations: he abo%e !able and graph shows !ha!  @0C of !he corresponden!s are

    highly sa!isfied and 40C of !he corresponden!s are sa!isfied wi!h !he sales person regarding

    knowledge of !he produc!" his indica!es each and e%ery salesperson a! Manickbag

    (u!omobiles has comple!e knowledge on produc!s and !hey are efficien! a! pro%iding !he

    same !o cus!omer" 

    4: /oncern for !he cus!omer 6

    -.e/uenc0 cumulative1.e/ Pe.centage

    =umulative1.e/

    Hig3l0 satis4ed #% )) #%

    Satis4ed "" )) &(

    5eut.al % )) ($

    6is satis4ed $ )) ))Hig3l0dissatis4ed ) ))

     7otal ))

    KLE ‘S, IMSR, HUBLI Pg "%

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    #%

    ""

    %$

    )

    cocern for the customer

    #nter&retations: he abo%e !able and graph regarding salespeople3s concern for !he

    cus!omer indica!es  5?C of !he responden!s are highly sa!isfied, 44C are sa!isfied,1?C are

    neu!ral and

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    Hig3l0 satis4ed 5eut.al Hig3l0 dis satis4ed

    %#

    "!

    # ) )

    Eagerness to hel&

    #nter&retations: he abo%e !able and graph indica!es ?5C of !he responden!s are highly

    sa!isfied, 42C of !he responden!s are sa!isfied and 5C of !he responden!s are neu!ral wi!h

    reference !o !he sales person3s eagerness !o help !hem" his indica!es majori!y of !he

    cus!omers find salespeople a! Manickbag (u!omobiles are eager !o help !hem"

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    Hig3l0 satis4ed 5eut.al Hig3l0 dis satis4ed

    #$

    "#

    &

    #)

    %rom&t attention

    #nter&retations: he abo%e !able and graph regarding promp! a!!en!ion indica!es 5

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    $#

    "!

    #) )

    %leasent manners

    #nter&retations: he abo%e !able and graph indica!es 

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    #$$$

    ) ) )

    %atience to handle *uires

    #nter&retations: he abo%e !able and graph indica!es  5

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    "&

    %"

    ) ) )

    Friendliness

    #nter&retations: Lrom !he abo%e !able and graph i! can be in!erpre!ed !ha!  4@C !he

    responden!s are highly sa!isfied and ?4C of !he responden!s are sa!isfied wi!h !he

    salespeople3s3 na!ure of being friendly wi!h !hem"

    9: (f!er concluding sales seal and ge!!ing deli%ery of %ehicle did !he sales person e-plain

    !o you !he main!enance precau!ionsQ

     -.e/uenc0 cumulative

    1.e/Pe.centage

    =umulative1.e/

     

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    ))!)")#)$)

    "#

    #&

    !! $

     

    #nter&retations: (ccording !o abo%e !able and char! on sa!isfac!ion abou! main!enance

    informa!ion sharing by salespeople, 45C of !he responden!s are highly sa!isfied, 5@C are

    sa!isfied, 12C are neu!ral, 2C highly dissa!isfied and

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    9e.0 good :ood 5eut.al 9e.0 bad Bad)

    $

    )

    $

    !)

    !$

    ")

    "$

    #)

    #$

    $)

    ""

    #%

    "

    )'

    -.e/uenc0

    cummualtive 1.e/

    #nter&retation: (ccording !o abo%e !able and char! on response of salespeople !o cus!omers

    when !hey approached !hem af!er sales, 44C of !he cus!omers said %ery good , 5?C said

    good , 14C of !he cus!omers are neu!ral and B C of !he cus!omers said bad"

    !B: )ha! is your o%erall ra!e for !he ser%ices pro%ided by sales !eam a! Manickbag

    au!omobiles<

    -.e/uenc0 cumulative1.e/

    Pe.centage

    =umulative1.e/

    9e.0good "& )) "&

    :ood #' )) '$5eut.al ! )) (&9e.0bad ) )) )

    Bad " )) ))

     7otal ))

    KLE ‘S, IMSR, HUBLI Pg #$

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    Findings

    Findings

    KLE ‘S, IMSR, HUBLI Pg #&

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    1" +u! of 100 responden!s con!ac!ed B?C are sa!isfied wi!h !he salespeople on response

    !o !heir enuiry of car a! Manickbag (u!omobiles in .ubli and Dharwad"

    2" B0C of !he responden!s are sa!isfied wi!h !he salespeople abou! pro%iding of !he

     produc! informa!ion !o !hem"

    4" BBC of !he responden!s said !he response of Manickbag salespeople !o ueriesdoub!s

    abou! produc! and ser%ices is good" 

    5" B0C of !he cus!omers find !he con%incing abili!y of Manickbag salespeople !o be

    good, 15C of !he cus!omers said nei!her good or bad and ?C of !he cus!omers said

     bad"

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    1@" =egarding response of salespeople !o cus!omers when !hey approached !hem af!er 

    sales, 44C of !he cus!omers said %ery good, 5?C said good, 14C of !he cus!omers are

    neu!ral and B C of !he cus!omers said bad"

    1B" =egarding o%erall ra!ing of cus!omers for !he ser%ices pro%ided by Manickbag

    (u!omobiles salespeople, 4@C responden!s feel %ery good, 5BC feel good, 12C feel

    neu!ral and 4C feel bad"

    S033EST#OS:

    1" 19C of !he cus!omers are sa!isfied abou! !ime !aken !o comple!e !he sales process by

    !he company responden!s men!ioned 2F4 hours !ime * !aken in accoun!s depar!men!"

    o complele!e !he billing process o be informed !o e-pedi!e !he billing process so !ha!

    !he sales process can comple!e wi!hin an hour"

    KLE ‘S, IMSR, HUBLI Pg #(

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    2" he company should inform salespeople !o pro%ide proper main!aince informa!ion

    since 19C are dissa!isfied salespeople should be pro%ided wi!h regular !raining abou!

    !he car main!aince so !ha! !hey can gi%e correc! informa!ion !o !he cus!omers"

    4" he company should inform salespeople !o a!!end cus!omers for !heir ueries e%en

    af!er sales !his will build good cus!omer rela!ionship and cus!omer loyal!y"

    "O"0S#OS 7 #M#T$T#O:

    "O"0S#O: * conclude !ha! !he Manickbag au!omobiles, #%!, !d, .ubli should gi%e

    more impor!ance !o all !he cus!omers" (! presen!, !he demand for a!a Mo!ors car is good

    KLE ‘S, IMSR, HUBLI Pg $)

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    Manickbag Automobiles, Pvt, Ltd, Hubli

    compared !o compe!i!ors3 produc!s 7 !heir dis!ribu!ion ne!work is good 7 !hey are pro%iding

    good ser%ices !o cus!omers, * fel! !his during my in!erac!ion wi!h responden!s

    #M#T$T#OS:

    • * faced difficul!y in collec!ing da!a because of busy schedule of !he responden!s"

    • he s!udy will be reflec!ing !he response gi%en by samples !o ues!ions in !he

    ues!ionnaire and i! is assumed !hey are !ru!hful"

    Cuestionnaire:

    * (mru!" S" Madikar A-am 8o6 M&(12002011: s!udying in M&( *H!h SAM a! KA3S

    *MS=, .&*" nder!aking a major concurren! projec! M/#: on ( s!udy on cus!omer 

    sa!isfac!ion abou! sales ac!i%i!ies a! Manickbag (u!omobiles, #%!, !d, .&*" *n !his

    KLE ‘S, IMSR, HUBLI Pg $

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    a: Hery good

     b: Good

    c: 8ei!her good nor bad

    d: Hery bad

    e: &ad

    5: .ow you find !he salespeople in con%incing you !o buy your %ehicle a! Manickbag

    (u!omobilesQ 

    a: Hery good

     b: Good

    c: 8ei!her good nor bad

    d: Hery bad

    e: &ad

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    @: .ow would you ra!e !he efficiency of salespeople a! Manickbag (u!omobiles on !he

    following fac!orsQ

    .ighly

    sa!isfied

     

    Sa!is

    fied

      8eu!

    ral

    Dis

    sa!isfied

    .ighly Dis

    sa!isfied

    1: /ommunica!ion skill

    2: Knowledge of !he produc!

    4: /oncern for !he cus!omer

    5: Aagerness !o help

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    a: Hery good

     b: Good

    c: 8eu!ral

    d: Hery bade: &ad

     

    10: )ha! is your o%erall ra!e for !he ser%ices pro%ided by sales !eam a! Manickbag

    (u!omobilesQ

    a: Hery good

     b: Good

    c: 8eu!ral

    d: Hery bade: &ad

    hank Eou

    1#1#O3R$%2/

    www"!a!amo!ors"com

    www"*ndianau!omobiles"com

    http://www.tatamotors.com/http://www.indianautomobiles.com/http://www.tatamotors.com/http://www.indianautomobiles.com/