View
255
Download
0
Category
Preview:
Citation preview
7/28/2019 Harman (Tvs)
1/61
Tvs motors
SCENARIO OF INDIAN AUTOMOBILE
During early 60s & 70s, automobiles came largely in twos.
In scooters, you had a Lambretta or a Vespa.
In motorcycles, you had a Bullet or a Java.
In cars, you had to choose between an Ambassador and a Fiat.
In trucks, it was either an Ashok Leyland or a Tata.
In tractors, it was between a Swaraj and a Mahindra.
This situation reflected the India of yester years. Economic reforms and
deregulation have transformed that scene. Automobile industry has written a new
inspirational tale. It is a tale of exciting multiplicity, unparalleled growth and amusing
consumer experience all within a few years. India has already become one of the
fastest growing automobile markets in the world. This is a tribute to leaders and
managers in the industry and, equally to policy planners. The automobile industry has
the opportunity to go beyond this remarkable achievement. It is standing on the
doorsteps of a quantum leap.
The Indian automobile industry is going through a technological change
where each firm is engaged in changing its processes and technologies to maintain the
competitive advantage and provide customers with the optimized products and
services. Starting from the two wheelers, trucks, and tractors to the multi utility
vehicles, commercial vehicles and the luxury vehicles, the Indian automobile industry
has achieved splendid achievement in the recent years.
The of India has automotive sector is one of the core industries of the
Indian economy, whose prospect is reflective of the economic resilience of the
country. Continuous economic liberalization over the years by the government
resulted in making India as one of the prime business destination for many global
automotive players. The automotive sector in India is growing at around 18 per cent
per annum.
Page 1
7/28/2019 Harman (Tvs)
2/61
Tvs motors
The cumulative annual growth rate of production of the automotive
industry from the year 2000-2001 to 2005-2006 was 17 per cent. The cumulative
annual growth rate of exports during the period 2000-01 to 2005-06 was 32.92 per
cent. The production of the automotive industry is expected to achieve a growth rate
of over 20 per cent in 2006-07 and about 15 per cent in 2007-08. The export during
the same period is expected to grow over 20 per cent.
The automobile sector has been contributing its share to the shining
economic performance of India in the recent years. With the Indian middle class
earning higher per capita income, more people are ready to own private vehicles
including cars and two-wheelers. Product movements and manned services have
boosted in the sales of medium and sized commercial vehicles for passenger and
goods transport.
Need of two wheelers in India:-
The feeling of freedom and being one with the nature comes only from riding a
two wheeler. Indians prefer the two wheelers because of their small manageable
size, low maintenance, and pricing and easy loan repayments. Indian streets are
full of people of all age groups riding a two wheeler. Motorized two wheelers
are seen as a symbol of status by the populace.
The two wheeler segment was the fastest growing segment in the
automobile industry. India is the second largest user and third largest
manufacturer of two wheelers in the world.
Two Wheelers Manufacturers Growth Factors:-
The general income level has increased.
The taxes, excise, and other duties have been lowered by the Government.
Page 2
7/28/2019 Harman (Tvs)
3/61
Tvs motors
The latest two wheelers are fitted with economic engines.
The present generation is using more two wheelers.
The option of financing has become easier and user friendly.
Segment Know How:-
Among the two wheeler segment, motorcycles have major share in the market.
Hero Honda contributes 50% motorcycles to the market. In it Honda holds 46%
share in scooter and TVS makes 82% of the mopeds in the country. 40% of the
three wheelers are used as goods transport purpose.
In commercial vehicle, Tata Motors dominates the market with more than 60%
share. Tata motor is also the worlds fifth largest medium & heavy commercial
vehicle manufacturer.
Page 3
7/28/2019 Harman (Tvs)
4/61
Tvs motors
Automotive Mission Plan 2016
The bumper-to-bumper traffic of global automobile biggies on the
passage to India has finally made government sit up and take notice. In a bid to drive
greater investments into the sector, ministry of heavy industries has decided to put
together a 10-year mission plan to make India a global hub for automotive industry.
The ten year mission plan will also set the roadmap for budgetary fiscal
incentives The Government of India is drawing up an Automotive Mission Plan 2016
that aims to make India a global automotive hub. The idea is to draw an innovative
plan of action with full participation of the stakeholders and to implement it in mission
mode to meet the challenges coming in the way of growth of industry. Through this
Automotive Mission Plan, Government also wants to provide a level playing field to
the players in the sector and to lay a predictable future direction of growth to enable
the manufacturers in making a more informed investment decision.
Major players in the automobile sector are:
Tata
Mahindra
Ashok Leyland
Bajaj
Hero Honda
Daimler Chrysler
Suzuki
Ford
Fiat
Hyundai
General Motors
Volvo
Page 4
7/28/2019 Harman (Tvs)
5/61
Tvs motors
About Tvs Company
TVS Motor Company is one of the premiere automobile companies inIndia. The word TVS stands for TV Sundaram Iyengar and Sons Limited which is the
holding company for the TVS Group of companies. The firm is engaged in the
manufacturing of almost all kinds of automotive components, two wheelers and a few
other industrial products. The company was founded by TV Sundaram Iyengar in
1911. The company is headquartered in Chennai and its manufacturing and R&D units
are located at Mysore and Hosur, near Bangalore, and Baddi in Himachal Pradesh.
TVS Motor Company is the first two-wheeler manufacturer in the world to be honored
with Deming Prize for Total Quality Management.
TVS Motor Company Limited is the third largest two-wheeler
manufacturer in India and globally among the top ten. It is the flagship company of
TVS Group, a USD 2.2 billion conglomeration of companies. At present, the group is
comprised of more than 30 companies and employs more 40,000 people worldwide.
Its dealer and service network is widely spread in India.
TVS has enjoyed a steady growth since its inception. It has continuously
expanded and diversified, and brought in new verticals within its fold. Today it boasts
a strong presence in the manufacturing of two-wheelers, auto components and
computer peripherals. The company is also involved in the distribution of heavy
commercial vehicles, cars, finance and insurance. With such a portfolio, the company
contributes a lot to Indian economy.
The company launched the first of its two-wheeler product in 1980. It
was a 50cc moped, which was successful because of its capability to carry two people.
It collaborated with Suzuki Motor Corporation of Japan, for the manufacture of 100 cc
motorcycles under the brand name of Ind-Suzuki Motorcycles. Subsequently, the
company changed its name to TVS Suzuki Ltd. However, the collaboration with
Suzuki was only for motorcycles. The collaboration with Suzuki ended in 2001 and
Page 5
7/28/2019 Harman (Tvs)
6/61
Tvs motors
thereafter, the name was changed to TVS Motor Company. The company has set up
an overseas manufacturing unit in Indonesia.
Quick Facts
Founder T V Sundaram Iyengar
Country India
Year of Establishment August 1980 (TVS Group in 1911)
Industry Manufacturing of two-wheelers and auto components
Business Group TVS Group
Listings & its codes NSE
TVS - Suzuki Ltd: TVSSUZUKITVS Motor Company Limited: TVSMOTOR
TVS Motor Company Limited: TVS-SUZUKI
BSE
TVS Motor Company Ltd.: 532343
Head Office TVS Motor Company
Jayalakshmi Estates V Floor
8, Haddows Road, Chennai - 600006
Tel.: +(91)-(44)-28272233
Fax: +(91)-(44)-28257121
Factory Post Box No. 4
Harita, Hosur - 635 109
Tel.: +(91)-(4344)-276780
Fax: +(91)-(4344)-276878
Post Box No.1
Byathahalli Village, Kadakola Post
Mysore - 571 311
Tel.: +(91)-(821)-2596561
Fax: +(91)-(821)-2596550/ 2596553
TVS Motor Company is the third largest two-wheeler manufacturer in
India and one among the top ten in the world, with annual turnover of more than USD
1 billion in 2008-2009, and is the flagship company of the USD 4 billion TVS Group.
Unmatched performance
Today TVS Motor Company has the largest market share in the moped category
with a hopping 62% and is also the undisputed leader in the scooterette segment
with 41% share. It also holds 17.5% market share in motorcycles.
Page 6
7/28/2019 Harman (Tvs)
7/61
Tvs motors
World Class Facilities
The company manufactures its motorcycles and mopeds at its state of the art
Hosur facility, near Bangalore and scooters and scooterettes at Mysore.
Impressive Range
TVS offers a wide range of two wheelers.
Uncompromising Quality, Technology.
Committed to achieving total customer satisfaction through Total Quality
Control, the company continuously strives to give the customer, the best valuefor money.
Eco Friendly
TVS is committed to protecting the environment. The company manufacturing
facilities at Mysore & Hosur have state - of - the art facilities & air pollution
control measures. Even the suppliers are encouraged to ensure that their
products meet eco friendly norms.
Page 7
7/28/2019 Harman (Tvs)
8/61
Tvs motors
Financial Highlights Of TVS:-
Growth in last month 31%.
Market share in all over India 17%.
Growth of automobile industry 20%.
Growth of TVS 33%.
So TVS became the head of automobile industry in March 20%.
Business Model
Page 8
TVS Motor Company
Dealer Sub dealer
Customer Customer Customer
7/28/2019 Harman (Tvs)
9/61
Tvs motors
COMPANYS HISTORY:
TVS Motor Company Ltd.
1982
- The company was incorporated as Indian Motorcycle Pvt. Ltd. on 15th July. Its
name was changed to Indo Suzuki Motorcycles Pvt. Ltd. and it was converted
into a public limited company on 12th January, 1984
1992
- The Company launched two new models of motor cycles viz. `Sumurai' and
`Shogun'.
1993
- The Company launched a new model of moped viz. `TVS Scooty'.
1995- The Company was studying the feasibility of opening a second plant at a
different location to meet the growth in demand for two wheelers in the near
future
1996
- The company is taking steps to meet the increase in demand for its products
and improve March, 1996.
1997
- The company proposes to introduce kick start facility.
- TVS Suzuki Ltd (TSL), the second largest two-wheeler manufacturer in the
country,
- TVS Suzuki Limited is officially launching its new moped model, the XL
Super.
Page 9
7/28/2019 Harman (Tvs)
10/61
Tvs motors
1998
- TVS will be the first company in the country to introduce the 4 stroke scooter
in the Indian market.
1999
- TVS Suzuki is all set to launch a scaled-down version of Spectra -- the recently
launched four-stroke scooter.
2000- Two-Wheeler major, TVS-Suzuki Limited is set to create a special cell to tap
the institutional segment.
2002
- TVS Motor Company Ltd has informed that the Board declared an interim
dividend of Rs 9.00 per share on 2,31,00,070 equity shares of Rs 10/- each
fully paid up, aggregating to Rs 231.00 million.
2003
- TVS Motor Company has recorded a market share of 35% from motor cycles
division
- TVS, Bajaj Auto and Yamaha have grabbed the market share from the
country's largest motor cycle maker Hero Honda.
- TVS Motor has recorded a 31% growth in its sales.
- TVS Motor Company adds two new models in two-wheeler segment.
- Launches Fiero F2 and Scooty Pep models
- Board of approves the merger of engine components division of its subsidiary,
Page 10
7/28/2019 Harman (Tvs)
11/61
Tvs motors
2004
- TVS Motor Company launched its new bike - TVS Centra - here on February
9, 2004, for the first time in the State. It is a 100-cc four-stroke motorcycle
targeted at the popular segment and a Fill-it-once-a-month bike, competitively
priced at Rs. 36,990.
2005
- TVS Motor Company introduced its entry-level 4-stroke motorcycle - TVS Star
in the Kerala market
- TVS Motor Company launches TVS Centra VT-i, a variant of its four-stroke
100cc model TVS Centra on May 6
- TVS Motor rolls out two motorcycle variants named Victor EDGE, StaR City
and Scooty Pep plus
2006
- TVS Motor appoints new President
- TVS launches Apache in Vizag
2007
- TVS Motor Co, has rolled out seven new vehicles, including its first three-
wheeler and a new 125 cc bike, aimed at gaining lost share in a highly
competitive market.
2009
- TVS Motor Company launched Scooty Streak, which is its latest scooterette
targeted at girls of 16 to 20 age group.
2010
Page 11
7/28/2019 Harman (Tvs)
12/61
Tvs motors
TVS Motor Company launched Indias first motorcycle with tomatic
technology named JIVE.
Page 12
7/28/2019 Harman (Tvs)
13/61
Tvs motors
TVS Group
TVS Group is one of India's oldest business groups. It is a giant
conglomerate with presence in diverse fields like automotive componentmanufacturing, automotive dealerships and electronics. Today, there are over thirty
companies in the TVS Group, employing more than 40,000 people worldwide and
with a turnover in excess of USD 2.2 billion.
TVS Group originated as a transport company in 1911. TV Sundaram
Iyengar and Sons Limited is the parent and holding company of the TVS Group.
Other major companies of TVS Group are:
TVS - Motor Company Limited: TVS Motor Company Limited is one
of the largest two-wheeler manufacturers in India. It manufactures Motorcycles,
Mopeds, Scooterettes and Scooters.
TVS Electronics Limited: TVS Electronics was incorporated in 1986
in undaram Polymers Division: Sundaram Polymers Division manufactures
Engineering Plastic compounds for various applications.
Page 13
7/28/2019 Harman (Tvs)
14/61
Tvs motors
Company Profile
TVS Motor Company (TVS-M) one of the largest two wheeler
manufacturers in India, started manufacturing in 1979. TVS-M currently manufactures
a range of two wheelers namely motorcycles, scooters, scooterettes and mopeds in its
plants located at Hosur (in Tamilnadu) and at Mysore (in Karnataka). Our subsidiary
M/s Lakshmi Auto Components Ltd (LAC), the Engine component division has been
merged with TVS-M, so the annual report of 2003-04 comprises of both. Our market
share is around 22 %. TVS-M is also the market leader in the moped segment
enjoying a share of 69 %. The combined capacity as of march 04 is more than 1.6
million vehicles and the annual turn over was Rs. 28,560 million (2003-04). TVS-M
also exports its bikes as SKDs and CKDs to African and South America
Products profile
Motorcycles
TVS AX 100 TVS Fiero
TVS Samurai
TVS Shaolin
TVS Shogun
TVS Apache (150 cc,13.7 Ps @8500rpm)
TVS Apache RTR 160
TVS Apache RTR 160 EFI (Electronic Fuel Injection)
TVS Apache RTR 180 (17.3ps)
TVS Centra
TVS Fiero
TVS Fiero F2
TVS Fiero FX
TVS Flame
TVS Flame (125 cc,ccvti technology)
Page 14
http://en.wikipedia.org/wiki/TVS_Apachehttp://en.wikipedia.org/wiki/TVS_Flamehttp://en.wikipedia.org/wiki/TVS_Flamehttp://en.wikipedia.org/wiki/TVS_Apache7/28/2019 Harman (Tvs)
15/61
Tvs motors
TVS MAX 100
TVS MAX R 100
TVS Star
TVS Star City
TVS Star Sport
TVS Supra
TVS Victor (110 cc)
TVS Victor EDGE (125 cc)
TVS Victor GLX (125 cc)
Scooterettes
TVS Scooty KS (60 cc) (2nd Largest used Scooter in India)
TVS Scooty ES (60 cc)
TVS Scooty Pep (90 cc) (3rd largest used scooter in India)
TVS Scooty Pep + (90 cc)
TVS Teenz (60 cc)
TVS Streak (90 cc)
Step thru
TVS NEO 110
Mopeds
TVS 50 (The most used moped in India and its subcontinent, has been
manufactured 11,26,325 (its variants and derivates included) times (August
2005) and still going on in service.
TVS XL (60 cc)
TVS Eco
TVS Champ (50 cc)
TVS Super Champ (60 cc)
TVS Sport (70 cc)
Page 15
http://en.wikipedia.org/wiki/TVS_Scootyhttp://en.wikipedia.org/wiki/TVS_Scooty7/28/2019 Harman (Tvs)
16/61
Tvs motors
TVS XL Super (70 cc)
TVS XL Super Heavy Duty (70 cc)
MODELS OF TVS
TVS Apache
TVS Apache is an exciting offer from TVS. A powerful blend of
contemporary design and engineering, TVS Apache is superbly styled with fantastic
finish. The mighty machine has sleek finish with lines that flow smoothly and
seamlessly.
TVS Centra
TVS Centra is an efficient bike in the popular 100 cc segment in India.
Thanks to the VTI (Variable Timing Intelligent) engine technology, it is one of the
most fuel efficient bikes in India. Coming with a slew of innovative technologies and
superb design, the bike promises style, mileage and riding comfort.
TVS Fiero F2
TVS Fiero FX 2 is a dynamic looking body with lots of power packed
features. The all-new twin pod instrument cluster comprises the speedometer and trip
tachometer. Triple rated 5-step shock absorber at the rear and hydraulically damped
front suspension imparts stability and comfort.
TVS Scooty Pep+TVS Scooty Pep+ is an addition on TVS Scooty Pep. The two-wheeler
has been successful all over the market due to its sleek dual tone body with
complementary colored mirrors, appealing body lining and 5 different types of
metallic colors.
Page 16
7/28/2019 Harman (Tvs)
17/61
Tvs motors
TVS Star
The TVS Star is TVS' entry-level bike that challenges the dominance of
the Bajaj CT 100 in the economy-segment. TVS has launched different kinds of
motorcycles which are marketed with all customized specifications.
TVS Super XL
TVS Super XL has been incorporated with all features a two-wheeler
needs to sell itself. The vehicle has been designed with rural vehicles in mind. With
proper safety, speed and easy-to-ride features, it has been able to taste success in its
target market.
TVS VictorTVS Victor is an impressively styled powerful motorcycle. The bike is
available in new graphics and alloy wheels, which accentuate its sporty style. The fuel
tank has rounded lines with an aircraft styled fuel filler lid.
Page 17
7/28/2019 Harman (Tvs)
18/61
Tvs motors
Milestones of TVS Motor
1980 India's first 2 seater 50cc Moped TVS 50, launched in Aug.
1984 First Indian Company to introduce 100cc Indo-Japanese
motorcycles in Sept.
1994 Launched first indigenous Scooterette (sub-100 cc variomatic
scooters), TVS Scooty in June.
1996
Introduced first catalytic converter enabled motorcycle, the
110cc Shogun in Dec.
1997
Launched India's first 5-speed motorcycle, the Shaolin in Oct.
2000 Launched TVS Fiero, India's first 150 cc, 4 stroke motorcycle
in April.
2001 Launched TVS Victor, 4-stroke 110 cc motorcycle, in August,
India's first fully indigenously designed and manufactured
motorcycle.
2004
2006
Launched TVS Centra in January, a world-class 4-stroke 100
cc motorcycle with the revolutionary VT-i Engines for best-
in-class mileage.
Launched TVS Star in Sept, a 100 cc motorcycle which is
ideal for rough terrain.
Launched TVS Aapche first bike to win 6 awards in a row.
Page 18
http://www.surfindia.com/automobile/tvs-motor.htmlhttp://www.surfindia.com/automobile/tvs-motor.htmlhttp://www.surfindia.com/automobile/tvs-motor.htmlhttp://www.surfindia.com/automobile/tvs-motor.html7/28/2019 Harman (Tvs)
19/61
Tvs motors
awards
Star of Asia Award to Mr. Venu Srinivasan, CMD TVS Motor Company by
Business Week International.
He was also honoured with Doctorate in Science by University of Warwick,
United Kingdom.
Mr Venu Srinivasan was conferred with the prestigious JRD Tata Corporate
Leadership Award for the year 2004.
Page 19
7/28/2019 Harman (Tvs)
20/61
Tvs motors
BOARD OF DIRECTORS
Venu Srinivasan
Chairman & managing director
H. Lakshmanan
Director
T. Kannan
Director
C.R.Dua
Director
K.S. Bajpai
Director
R. Ramakrishnan
Director
Prince Asivatham
Director
Senior Management
K.N. Radha Krishnan
Page 20
7/28/2019 Harman (Tvs)
21/61
Tvs motors
President & CEO
H.S. Goindi
President (marketing and sales)
Harne Viney Chandrakant
President NPL
S.H.Murali
Executive Vice President Finance
Company Secretary
K.S.Srinivasan
Page 21
7/28/2019 Harman (Tvs)
22/61
Tvs motors
SWOT ANALYSIS
Strengths
Vast dealer network
Wide product range
Quality of product
Weakness
Low presence in Media
Late Back Attitude
Opportunity
To use R&D/ manpower in best
way.
Complete unit
Threats
Bajaj is a strong competitive
Other new entrants
Page 22
7/28/2019 Harman (Tvs)
23/61
Tvs motors
ABOUT TVS gulzar
An ISO 9002 Company
DIRECTORS AND THEIR BACKGROUND:
S. Gurcharn Singh S/o S. Balwant Singh is the Managing Director of the company
aged 51 years is a graduate and having a vast experience in the line of automobile
industry. He is also the
Proprietor of M/s. GULZAR SERVICE STATION
Proprietor of M/s. GULZAR TRADING COMPANY
Harkirat Singh s/o S. Gurcharn Singh aged 26 years an MBA Analytical Commerce
Graduate is the CEO of the company, a very sharp and sincere man at present looking
after the affairs of M/s. Gulzar Motors Ltd. From the last three years.
Surinder Pal Singh (Director), aged 49 year is Science Graduate and having sufficient
experience in the automobile and allied business
Gulzar Group consists of the following companies :
GULZAR SERVICE STATION
Since 1968 dealing in Petrol Station, Servo Industrial Oils and Lubricants
GULZAR TRADING CO.
Since 1984 dealing in Swaraj Tractors, Combines and Harvesters
Auth Dealer: SWARAJ MAZDA LTD. since 1993
Dealing in Swaraj Mazda, LCVs and Buses
GULZAR MOTORS LTD.
Auth. Dealer: MARUTI UDYOG LTD. since 1997
An ISO 9002 company having the honour being awarded best Maruti
Showroom in 1997 with the latest technology equipped workshop
Page 23
7/28/2019 Harman (Tvs)
24/61
Tvs motors
Having a good reputation and hailing from reputed business family. It
located at G. T. Road Dholewal, Ludhiana. Phone No: +91-161-2541666, 2541777,
Fax: +91-161-2540777 which is very best place for such type of unit.
Working hour of TVS GULZAR is between 10.00 am to 6.30pm and
helpline breakdown service is available for 24hrs within city limit.
For the convenience of the customer and smooth running of the concern,
the unit has been divided into various section.
Spare part devison
Work section
Sales department
TVS Gulzar Automated Workshop
TVS GULZAR also made the automated workshop in 05 January 2005.
Generally all kinds of repairs and services like Reconditioning. etc. are carried out in
automated workshop for the smooth working of workshop. Under the workshop in
charge there are four skilled mechanics and one mechanics cum electricians and under
each of them there are two helpers.
The mechanic in the workshop are talented and have efficient and have
attend various training camp organized by TVS COMPANY.
The various machines and tools installed in workshop are:
Hydraulic ramp
Pneumatic tools
Tools board
Special tools
Engine jig
Air compressor
Air inflator
Bench vice
Page 24
7/28/2019 Harman (Tvs)
25/61
Tvs motors
Impact driver
General tools
Timing light
Battery charger
Battery tester
Spark plug cleaning machine
Water wash machine
Multi meter
Mileage tester
This installation of tools and machinery of automated workshop are very
sophisticated. Everyday there are 15 to 20 vehicles for servicing purpose in the
workshop of TVS Gulzar.
For the convenience of the satisfaction of customers, separate waiting
room has been constructed with various facilities like news paper, journals,
magazines, TV etc.
The unit separate spare parts counter, where in all spare and equipment
for genuine and indirectly supplied by the TVS COMPANY. The unit was spare parts
of all ranges bike of TVS.
The unit undertakes all kinds of sales, repairs, servicing and
maintenance of all TVS motorcycles. As a sub-dealer TVS GULZAR provides 2
years warranty after sales services to all TVS motorcycles on certain terms &
conditions. It offers FIVE free services for new vehicles, regular services after free
services and general checkups. Everyday there are at least 15-20 vehicles are
servicing.
Page 25
7/28/2019 Harman (Tvs)
26/61
Tvs motors
The free services are offered on all TVS motorcycles are following
basis:
Free Services Eligibility
First Service 500-750 kms or 1 month from the date of
purchase
Second Service 2500-3000 kms or 3 month from the date
of purchase
Third Service 5500-6000 kms or 6 month from the date
of purchase
Fourth Service 7000-7500 kms or 9 month from the date
of purchase
Fifth Service 11500-12000 kms or 12 month from the
date of purchase
Page 26
7/28/2019 Harman (Tvs)
27/61
Tvs motors
Page 27
7/28/2019 Harman (Tvs)
28/61
Tvs motors
OBJECTIVES OF THE STUDY
The main objectives of my study are written below:-
To increase PSF to enhance customer satisfaction.
To determine the qualities of services provided by Gulzar Service Station.
To understand the expectations and requirements of customers for
services.
To determine how well Gulzar TVS workshop satisfying these
expectations and requirements.
Page 28
7/28/2019 Harman (Tvs)
29/61
Tvs motors
CUSTOMER SATISFACTION
Introduction
A customer is the most important person in our premisers. He is not dependent on us.
We are dependent on him. He is not an interruption to our work. He is the purpose of
it. He is not an outsider in our business. He is part of us. We are not doing him a
favour by serving him. He is doing us a favour by giving us the opportunity to do so.
Every company would be wise to measure customer satisfaction regularly because ne
key to customer retention is customer satisfaction.
Meaning of Customer Satisfaction
Customer refers to a person which is an important part of any business
because he/she is buyer of any product of any company.
Satisfaction is a person's feeling of pleasure or disappointment resulting
from comparing a product's perceived performance in relation to his or her
expectations.
So, customer satisfaction is a business term, is a measure of how
products and services supplied by company meet customer expectation.
Definition:
"Comparison of expectations versus perception of experience".
"A customer's perception of the degree fo which their requirement have
been fulfilled".
Whether the buyer is satisfied after purchase depends on the offers performance
in relation to the buyers expectations. If the performance falls short of the expectations,
the customer is dissatisfied. If the performance matches the expectations, the customer
Page 29
7/28/2019 Harman (Tvs)
30/61
Tvs motors
is satisfied. If the performance exceeds expectations the customer is highly satisfied or
delighted.
A company would be wise to measure customer satisfaction regularly because
one key to customer retention is customer satisfaction. A highly satisfied customer
generally stays loyal longer, buys more as the company introduces new products and
upgrades existing products, talks favorably about the company and its products, pays
less attention to competing brands and is less sensitive to price, offers product or
service ideas to the company, and costs less to serve than new customers because
transactions are routine.
A number of methods exist to measure customer satisfaction. Periodic surveys can
track customer satisfaction directly. Respondents can also be asked additional
questions to measure repurchase intention and the likelihood or willingness to
recommend the company and brand to others. Companies that do achieve high
customer satisfaction ratings make sure their target market knows it. For customer
centered companies, customer satisfaction is both a goal and a marketing tool.
Although the customer-centered firm seeks to create high customer satisfaction, that is
not its ultimate goal. If the company increases customer satisfaction by lowering its
price or increasing its services, the result may be lower profits. The company might be
able to increase its profitability by means other than increased satisfaction (for
example, by improving manufacturing processes or investing more on R&D).
Page 30
7/28/2019 Harman (Tvs)
31/61
Tvs motors
Customer satisfaction in 7 steps:
1) Encourage to face to face dealing.
2) Respond to messages promptly and keep clients informed
3) Be friendly and approachable.
4) Have a clearly defined customer service policy.
5) Attention to detail.
6) Anticipate client's needs and go out for help them
7) Honour our company's premises.
Customer Satisfaction through PSF:
After knowing about the meaning of customer satisfaction. Then we
come to customer satisfaction through PSF. The full form of PSF is "Post Service
Follow-up"
PSF = It's a method to take the feedback from customer after his/her
service (Repair) experience in workshop or service centre. Whether he/she satisfy or
not.
"To measure the satisfaction of customer experience in workshop and to
take feedback after their vehicle service (Repair), is called Customer Satisfaction
through PSF".
Page 31
7/28/2019 Harman (Tvs)
32/61
Tvs motors
RESEARCH METHADOLOGIES &LIMITATIONS
Marketing Research:
Research is a systematic and objective process of gathering various
information and analyzing data for making decision regarding a particular problem.
Definition of marketing research as approved as by the board of
directors of the association of American marketing association is:
"Marketing research is the function which links the customer and public
to the marketer through information-information used to identity and define marketing
opportunities and problems generate define and understanding of marketing as
process".
Simply, marketing research is the systematic design collection analysis
and reporting of data finding relevant to specific marketing situation facing the
company. Carefully planning through all stages of the research is a necessity.
Objectivity in research is all-important. The heart of scientific method
is the objective gathering of the information.
Page 32
7/28/2019 Harman (Tvs)
33/61
Tvs motors
The function as marketing research with in the company as to provide
the information and analytical necessary for effective.
Planning of the future marketing activity.
Control of the marketing operation in the present.
Evaluation of marketing results.
A research may undertake any type of the three types of research
investigation depending upon the problem. These type of research included:
1. Basic research
2. Applied research
3. Designated Fact Gathering
APPLIED RESEARCH:
It is attempted to apply the various marketing technique, which have
been developed as research, first and later on they become applied research
techniques. It is on attempt to apply the basic principles and existing knowledge for
the purpose of solving operational problems.
DESIGNATED FACT GATHERING:
It refers to a research where the investigation attempts to gather some
pre-determined data.
STEPS IN MARKETING RESEARCH:
Marketing research process can be out through following steps:
Define the problems and research objectives
Develops the research plan
Page 33
7/28/2019 Harman (Tvs)
34/61
Tvs motors
Collect the information
Analysis and interpretation
Present the finding
SURVEY RESEARCH:
Survey research is the systematic gathering of information from
respondents for the purpose of understanding and/or predicting some aspects of the
behavior of the population of interest. It is the most common method of collecting
primary data for marketing decisions. Survey can provide data on attitudes, feelings,
and other descriptive items. Survey research is concerned with administration of
questionnaires (interviewing). The survey research must be concerned with sampling,
questionnaire design, questionnaire administration and data analysis. The
administration of questionnaire to an individual or group of individuals is called an
interview.
A questionnaire is simply a formalized set of questions for eliciting
information. As such, its function is measurement and it represents the moist common
form of measurement in marketing research.
RESEARCH METHOD:
The report has been prepared as per the information obtained from two
sources. They are:
1. Primary data
2. Secondary data
Primary data:
Page 34
7/28/2019 Harman (Tvs)
35/61
Tvs motors
The primary data included the information collected from the
1. Proprietor, manager and employees of Gulzar TVS.
2. Structured questionnaire
3. Personal interview with customers through calling.
Secondary data:
Secondary data includes
a. Data from various magazines esp. bike magazines.
b. Internet
c. Brochures
d. Books
e. Newspapers etc
Sampling plan:
Data collected has been analyzed and interpreted by using simple percentage method
and finally the data is presented in graphs and charts.
Sampling frame:
1. Customers visiting showrooms for servicing their vehicles.
2. Calling the customer after service for feedback.
Sampling unit:
Gulzar automated workshop, Aarti Chowk, Ludhiana.
Sampling method:
Simple random sampling method was used.
Page 35
7/28/2019 Harman (Tvs)
36/61
Tvs motors
Areas of Research:
Ludhiana City
Contact Method(Plan formulation):
Calling (for to save time and cost efficient)
Desired sample size:
A sample size of100 customer which comes for service after calling service reminder.
Survey administration process
Page 36
QUESTIONNAIRE
INTERVIEWER RESPONDENTS
7/28/2019 Harman (Tvs)
37/61
Tvs motors
ANALYSIS AND INTERPRETATION
Q.1 Has somebody attended you immediately?
Option No. of Respondents
Yes 92%
No 8%
Interpretation: From the above the diagram shows that 92% customer says that they were
attended immediately but 8% says no, may be due to lunch time etc.
Page 37
7/28/2019 Harman (Tvs)
38/61
Tvs motors
Q.2 Was your vehicle delivered as per the promise delivery time?
Option No. of Respondents
Yes 85%
No 15%
Interpretation: From the above study the diagram shows that 85% customer says that
their vehicle delivered as per promise time but 15% says No, due to major problems in
their vehicle.
Page 38
7/28/2019 Harman (Tvs)
39/61
Tvs motors
Q.3 Are you visited again for same problem?
Option No. of Respondents
Yes 6%
No 94%
Interpretation: From the above study the diagram shows that 94% customer says No
but 6% customer says Yes, they visited again same problem.
Page 39
7/28/2019 Harman (Tvs)
40/61
Tvs motors
Q.4 What are your rank for the washing quality of the vehicle?
Option No. of Respondents
1234 (Dissatisfied) 7%56 (Adequate satisfied) 15%
78 (Satisfied) 30%
910 (Highly Satisfied ) 48%
Interpretation: From the above study the diagram shows 48% customer highly
satisfied, 30% customer are satisfied, 15% are adequate satisfied and 7% are
dissatisfied from the washing quality.
Page 40
7/28/2019 Harman (Tvs)
41/61
Tvs motors
Q.5 What you feel about service and parts charges at the time of delivery?
Option No. of Respondents
According to given information 21%More than given information 78%
No information was given 1%
Interpretation: From the above study the diagram shows that 78% customer say Yes,
Company takes service charges more than given information, 21% says company
takes services charges, according to given information and 1% says no information
was given by company.
Page 41
7/28/2019 Harman (Tvs)
42/61
Tvs motors
Q.6 What would your remarks to the supervisor about repairing vehicle?
Option No. of Respondents
1234 (Poor) 18%56 (Good) 19%
78 (Very good) 36%
910 (Excellent) 27%
Interpretation: From theabove study the diagram shows that 27% customer remark
excellent to supervisor, 36% customer remark very good to supervisor and 19%
customer remark good to supervisor and 18% customer remark poor to supervisor.
Page 42
7/28/2019 Harman (Tvs)
43/61
Tvs motors
Q.7 What you feel about with overall service experience?
Option No. of Respondents
Excellent 22%
Very good 46%
Good 22%
Poor 12%
Interpretation: From the above study the diagram shows that 22% customer feel
excellent, 46% feel very good, 22% feel good and 12% feel poor about with over
service experience.
Page 43
7/28/2019 Harman (Tvs)
44/61
Tvs motors
Q.8 Were you afford by supervisor for test ride after service?
Option No. of Respondents
Yes 100%No 0%
Interpretation: From the above study the diagram shows that 100% customer says
that they were offered by supervisor for the test ride after service.
Page 44
7/28/2019 Harman (Tvs)
45/61
Tvs motors
Q.9 How well you satisfied with the vehicle performance after service?
Option No. of Respondents
Highly satisfied 22%Satisfied 46%
Adequate satisfied 22%
Dissatisfied 12%
Interpretation: From the above study the diagram shows that 22% customer highly
satisfied, 46% satisfied, 22% customer adequate satisfied and 12% customer
dissatisfied with the vehicle performance after service.
Page 45
7/28/2019 Harman (Tvs)
46/61
Tvs motors
Q.10 Were you informed by dealer about your vehicle service before me?
Option No. of Respondents
Yes 38%
No 62%
Interpretation: From the above study the diagram shows that 38% customer says
Yes, they were informed by dealer, their vehicle service but 62% customer says no.
Page 46
7/28/2019 Harman (Tvs)
47/61
Tvs motors
FINDINGS OF THE STUDY
1) The study shows that more customers are satisfied and few customers are
dissatisfied.
2) The study shows that customer feel that company take time too much.
3) Some customers feel that the spare parts are not available in the workshop then
they go service from outside.
4) Most of the customers feel that service material is more costly than give
information.
5) The study shows that some customer say that the serviceman not remind us for
service at time to time.
6) The study shows that the major problems related to vehicle repair and minor in
spare parts.
7) The study shows that most of customer feel only very good for overall
environments for service as compare to excellent feeling.
8) The study shows that supervisor always offered for test ride after service.
Page 47
7/28/2019 Harman (Tvs)
48/61
Tvs motors
LIMITATION OF THE STUDY
1) It is not possible to me exhausted study and survey on these customers due to
lack of time.
2) Respondent did not provide accurate data.
3) Most of the problems arise through calling like switched off, wrong no, no
response.
4) Many customer always talk with rude behavior with various types of problems.
5) There are so many service centres in Ludhiana city which are authorised but
my study is only based on Gulzar automated workshop.
6) When we call customer they find busy and did not attend the call.
Page 48
7/28/2019 Harman (Tvs)
49/61
Tvs motors
CONCLUSION
From the above study it can be concluded that a customer is the most important person
on our premises. He is not dependent on us, but we are dependent on him. So a
company would be wise to measure customer satisfaction regularly because one key to
customer retention is customer satisfaction. A highly satisfied customer generally
stays loyal longer, buys more as the company introduce new products and upgrades
existing products, talk favourable about the company and its products, pays less
attention to competing brands and is less sensitive to price, offers product and service
ideas to the company, costs less to serve than new customers because transactions are
routine.
Page 49
7/28/2019 Harman (Tvs)
50/61
Tvs motors
SUGGESTIONS
1) Try to reduce timing problem of customers through expert servicemen, separate
way for normal service and minor jobs.
2) Make long term relationship with the customer by providing good
environments in workshop.
3) There should be work timing signage in the workshop and holidays also
mention here.
4) Time to time remind the customer for service.
5) Maintain suggestion register and promote the customer to write the suggestion
regarding the service.
6) Try to provide technical knowledge to servicemen, mechanics regarding the
service and service material.
7) Try to reduce the expense charges for spare parts and provide best quality of
spare parts.
8) For dissatisfied customers from service company should meet twice a month at
the dealership.
9) There should be proper information signage in the workshop for customer
ready for delivery.
Page 50
7/28/2019 Harman (Tvs)
51/61
Tvs motors
LEARNING
I have learnt a lot of things throughout this final research report.
My learning experience is given as below:-
I learnt to handle the critical situation.
I learnt how to talk with people.
I learnt how to bear rude behaviour of people.
Practical implementation of the theoretical concepts.
Boost my confidence level.
Improvement in computer skills.
Page 51
7/28/2019 Harman (Tvs)
52/61
Tvs motors
QUESTIONNAIRE
"Customer Satisfaction through PSF"
Customer Name : ____________________________________
Model No. : ____________________________________
Contact No. : ____________________________________
A. After service how well perform your vehicle?
a) Excellent b) Very Good
c) Good d) Any Problem
B. If any problem, then what is problem?
___________________________________________________________
C. If customer have not any problem then we ask following questions:-
1. Has somebody attended your immediately?
(a) Yes (b) No
2. Was your vehicle delivered as per the promise delivery time?
(a) Yes (b) No
3. Are you visited again for same problem?
(a) Yes (b) No
4. What are your rank for the washing quality of the vehicle?
(a) 1234 (Dissatisfied) ( b) 56 (Adequate satisfied)
(c) 78 (Satisfied) (d) 910 (Highly satisfied)
5. What you feel about service and parts charges at the time of delivery?
(a) According/ similar to given information
(b) More than given information.
(c) No information was given.
Page 52
7/28/2019 Harman (Tvs)
53/61
Tvs motors
6. What would your remarks to the supervisor about repairing vehicle?
(a) 1234 (Poor) (b) 56 (Good)
(c) 7.8 (Very good) (d) 910 (Excellent)
7. What you feel about with overall service experience?
(a) Excellent (b) Very good
(c) Good (d) Poor
8. Were you offered by supervisor for test ride after service?
(a) Yes (b) No
9. How well you satisfied with the vehicle performance after service?
(a) Highly satisfied (b) Satisfied
(c) Adequate satisfied ( d) Dissatisfied
10. Were you informed by dealer about your vehicle service before me?
(a) Yes (b) No
11. What kind of improvement you want in service?
________________________________________________
Page 53
7/28/2019 Harman (Tvs)
54/61
Tvs motors
BIBLIOGRAPHY
MAGAZINES
AUTO MAGAZINE.
BUSINESS INDIA
FINANCIAL EXPRESS
BUSINESS LINE
WEBSITES
WWW.TVSMOTOR.COM
YAHOO.COM
WWW.WIKIPEDIA.ORG
WWW.GULZARMOTORS.COM
WWW.GOOGLE.COM
Page 54
7/28/2019 Harman (Tvs)
55/61
Tvs motors
QUESTIONNAIRE
"Customer Satisfaction through PSF"
Customer Name : ____________________________________
Model No. : ____________________________________
Contact No. : ____________________________________
A. After service how well perform your vehicle?
a) Excellent b) Very Good
c) Good d) Any Problem
B. If any problem, then what is problem?
___________________________________________________________
C. If customer have not any problem then we ask following questions:-
1. Has somebody attended your immediately?
(a) Yes (b) No
2. Was your vehicle delivered as per the promise delivery time?
(a) Yes (b) No
3. Are you visited again for same problem?
(a) Yes (b) No
4. What are your rank for the washing quality of the vehicle?
(a) 1234 (Dissatisfied) (b) 56 (Adequate satisfied)
(c) 78 (Satisfied) (d) 910 (Highly satisfied)
5. What you feel about service and parts charges at the time of delivery?
(a) According/ similar to given information
(b) More than given information.
(c) No information was given.
Page 55
7/28/2019 Harman (Tvs)
56/61
Tvs motors
6. What would your remarks to the supervisor about repairing vehicle?
(a) 1234 (Poor) (b) 56 (Good)
(c) 7.8 (Very good) (d) 910 (Excellent)
7. What you feel about with overall service experience?
(a) Excellent (b) Very good
(c) Good (d) Poor
8. Were you offered by supervisor for test ride after service?
(a) Yes (b) No
9. How well you satisfied with the vehicle performance after service?
(a) Highly satisfied (b) Satisfied
(c) Adequate satisfied ( d) Dissatisfied
10. Were you informed by dealer about your vehicle service before me?
(a) Yes (b) No
11. What kind of improvement you want in service?
________________________________________________
Page 56
7/28/2019 Harman (Tvs)
57/61
Tvs motors
"To Study the Customer Satisfaction
through PSF"
with special reference to
Gulzar TVS Motors
Submitted To
PUNJABI UNIVERSITY, PATIALA
In the partial fulfillment of the requirements for the degree of
BACHELOR OF BUSINESS ADMINISTRATION
(BBA)
SUBMITTED BY:
Harmandeep Kaur
B.B.A.-6th Sem.
Roll No._________
GURU HARKRISHAN GIRLS COLLEGE
PHALLEWAL KHURD(SANGRUR)
Page 57
7/28/2019 Harman (Tvs)
58/61
Tvs motors
DECLARATION
I , Harmandeep Kaur , hereby declare that the project report entitled Customer
Satisfaction Through PSF with special reference to GULZAR MOTORS,
LUDHIANA , has been personally done by me , under the guidance of
Mr. Jayant Chandra ( Territory Manager-Sales ) and Mr. Abhinav
Trivedi (Service Manager ) , submitted in partial fulfillment of the
requirement for the award of the Degree of B.B.A. during academic year 2009-
10 , Course of Punjabi University Patiala . It is my original work, research
study carried out during 2nd Jan. to 30th April at GULZAR TVS Ludhiana.
All the data represented in this Project is true and correct to the
best of my knowledge and belief. This work has not been submitted for any
other degree/ diploma exam. else-where.
Reg. No. HARMANDEEP KAUR
Place:- Ludhiana
Date:-
Page 58
7/28/2019 Harman (Tvs)
59/61
Tvs motors
PREFACE
Industrial training is business organization infuse among students a sense of critical
analysis of the real managerial situation to which they are exposed. This gives them an
opportunity to apply their conceptual , theoretical and imaginative skills in a real life
situations and to evaluate the results thereof.
TVS is a name renewed not only in automobile companies in India but
also manufacturing of almost all kinds of automotive components , two wheelers and
other industrial products. TVS Motor Company Limited is the third largest two
wheeler manufacturer in India and globally among the top ten. It is the first two
wheeler manufacturer in the world to be honored with Deming Prize for TQM (Total
Quality Management).
Practical training through experts of Gulzar TVS Motors gave me actual
input to fulfill my real aim.
This report is the written account of what I learnt , experienced during
my training. I wish those who are going through it will not find it real but also
establish themselves in their real aim of life.
HARMANDEEP KAUR
Page 59
7/28/2019 Harman (Tvs)
60/61
Tvs motors
ACKNOWLEDGEMENT
Like all other studies, Industrial Training has its own importance . Themain purpose of training program is to expose the trainees to the practical
experience of the actual industrial training in which they are required to work
in future . In the present world of cutthroat competition project is likely a bridge
between practical and theoretical working.
I have willingly prepared this particular project entitled Customer
Satisfaction Through PSF. My work at Gulzar TVS Motors has provided me a
great opportunity to exercise my limited classroom knowledge in real life design
problems.
It gives me great pleasure in acknowledging the invaluable assistance
extended to me by various personalities in the successful completion of this report.
First of all I thank Almighty God who has always directed me to work
on the right path of my life. With His grace I am able to prepare this report.
My profound thanks to my guides Mr. Jayant Chandra ( Territory
Manager ) and Mr Abhinav Trivedi (Service Manager ) for their continuous
inspiration and encouragement which helped this report to take the final step. I am
grateful to Mr. Dalbir Singh ( General Manager ) for giving me permission to do
this program and boost up my talent and confidence.
I also want to express my gratitude to project guide Mr. Vishal
Vinayak ( Head of Management Department ) and Mr. Gurdeep Singh Lect. in
Marketing of G.H. G. College Phallewal Khurd ( Sangrur )
Above all I owe a lot of my beloved parents and my friends who have
been a constant source of inspiration and motivation in every step of my life.
Thanks
With Regards
HARMANDEEP KAUR
Page 60
7/28/2019 Harman (Tvs)
61/61
Tvs motors
CONTENTS
S. No. Contents Page No.1. Scenario of Indian Automobiles 1-4
2. About TVS Company 5-12
3. Company Profile 13-22
4. SWOT analysis of TVS 23
5. About TVS Gulzar 24-27
6. Leakage Analysis of Service Inflow (Gulzar TVS), Ldh 28
7. Objective of the Study 29
9. Introduction to Customer Satisfaction 30-32
10. Research Methodology 33-37
11. Analysis and Interpretation 38-4712. Findings of the Study 48
13. Limitation of the Study 49
14. Conclusion 50
15. Suggestion 51
16. Learning by Study 52
17. Questionnaire 53-54
18. Bibliography 55
Recommended