Project Report of Mercedes Auto Saved)

8/3/2019 Project Report of Mercedes Auto Saved)

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INDIAN INSTITUTE OF PLANNING AND

MANAGEMENT

NEW DELHI

PROJECT

ON

CUSTOMER RELATIONSHP MANAGEMENT IN

MERCEDES

SUBMITTED BY:

UTKARSH TRIPATHI

ID NO: D1012SSISBE-A10201(CT-1068)SECTION SD-2

ROLL NO: 61

SESSION: 2010-2012


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ACKNOWLEDGEMENT

It is a great pleasure for me to thanks THE GOD for he blessed upon

for everything I wished, and then I would like to express my gratitude tomy loving parents, families for providing all facilities and resources.

Their immense and silent contribution will always be there with us.

The project is entitled A SURVEY OF CUSTOMER RELATIONSHIP

MANAGEMENT IN MERCEDES,

Which provides me a golden opportunity to convey my gratitude to all

those in Reliance Communication who helped me to complete the

project on time.

With great pleasure, I expressed my sincere gratitude and thanks to Mr.

Nikhil Sharma (Manager-Marketing in T&T Motors ltd) for their help

and support and I have been in constant touch with him during the

project for the opportunity to learn with their support in congenial

environment.

Finally I involve my involve my friends who were involved directly or

indirectly for their co-operation and help that inspired and encouraged

me to work.

Utkarsh Tripathi


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INDEX

Title Page no.

Executive summary 5

Introduction of project 6

CRM 6

Benefits of CRM 7

Area of CRM activity 7

Project Objective 8

Actual Project Report 9

Introduction of Mercedes 9

CRM 10

Purpose of CRM 11

Program Offered by Mercedes 12

How to Start CRM 13

Objective of CRM 14

Benefits of CRM 14


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Motivation and Satisfaction by CRM 16

Training & Development 16

Response of Customer 17

Questionnaire 33

Findings of Report 36

Suggestions 37

Conclusion 39

Bibliography 41


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EXECUTIVE SUMMARY

Today leading organizations are using every available tool with greater

vigor to create a more efficient and profitable business. One of these

tools, Customer Relationship Management, historically has been viewed,as an effective highly political and time-consuming task yet there is

hardly a single organization in the world that does not want a

performance management system focused on results and backed by

commitment.

Performance oriented organizations are focusing on positively impacting

and motivating their customer with their relationship system to build the

necessary commitment for them.

The customer relationship management is the key element in the

performance management process. When used effectively the customer

relationship management can provide accurate feedback on past

performance, significantly enhance employees productivity and

satisfaction and offer feedback to employees on how to improve. For

that reason customer relationship management is one of the most

important responsibilities of supervisor or manager or organization.

Mercedes is one of the best automobile company of world. Its core

business is producing cars in various class, busses .

Customer Relationship Management plays an important role in

developing employees motivation and increasing the customer

satisfaction level. Especially feedback and counseling session plays an

important role in the organization.

I have undertaken this project with clearly defined objective, i.e. how far

Customer Relationship Management is effective in Mercedes.


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INTRODUCSTION OF PROJECT

Customer Relationship Management:-Customer relationship management (CRM) is a widely-implemented

strategy for managing a companys interactions with customers, clients

and sales prospects. It involves using technology to organize, automate,

and synchronize business processesprincipally sales activities, but

also those for marketing, customer service, and technical support. The

overall goals are to find, attract, and win new clients, nurture and retain

those the company already has, entice former clients back into the fold,and reduce the costs of marketing and client service. Customer

relationship management describes a company-wide business strategy

including customer-interface departments as well as other departments

Business reputation has become a growing challenge. The outcome

of internal fragmentation that is observed and commented upon by

customers is now visible to the rest of the world in the era of the social

customer, where in the past, only employees or partners were aware of

it. Addressing the fragmentation requires a shift in philosophy and

mindset within an organization so that everyone considers the impact to

the customer of policy, decisions and actions. Human response at all

levels of the organization can affect the customer experience for good or

ill. Even one unhappy customer can deliver a body blow to a business.

Some developments and shifts have made companies more conscious ofthe life-cycle of a customer relationship management system.

Companies now consider the possibility of brand loyalty and persistence

of its users to purchase updates, upgrades and future editions of

software. Additionally, CRM systems face the challenge of producing

viable financial profits,


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Benefits of CRM

The use of a CRM system will confer several advantages to a company:

1. Quality and efficiency

2. Decrease in overall costs

3. Decision support

4. Enterprise agility

5. Customer Attention

Area of Customer Relationship Management activity-

1.Sales force automation

2.Customer service and support

3.Help desk4.Field service Customer relationship management

5.Marketing automation


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PROJECT OBJECTIVE

The objective of the project is to improve the customer relationship

b/w the customer and the company. In this project I analyze that the

companys response over customers problem. If the company

satisfies them with their feedback and their response over the

consumer problem in minimum possible time then their consumer

relationship management is good .if the lower level management of

the company does not solve the problem than the lover level transfer

the problem to the upper level and if any complication over there

then the information transfer to the upper management and they will

short it out at their best level in the project I also analyze the CRM

of other competitive company and how to make the CRM effective

and what are the strategy they are following and can over company

will do better in this sector


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PROJECT REPORT

Introduction to Mercedes-Benz:-

Mercedes-Benz is a German manufacturer of automobile coaches and

trucks. Mercedes-Benz is a division of its parent Daimler AG.

Mercedes-Benz traces its origin to Karl Benzs creation of first power

petrol car. The Benz patent motorwagen patented in January 1886. And

Gottlieb Daimler and engineer Wilhelm Maybach's conversion of a

stagecoach by the addition of a petrol engine later that year. The

Mercedes automobile was first marketed in 1901 by Daimler Motoren

Gesellschaft. The first Mercedes-Benz brand name vehicles wereproduced in 1926, following the merger of Karl Benz's and Gottlieb

Daimler's companies into the Daimler-Benz company.Mercedes-Benz

has introduced many technological and safety innovations that later

became common in other vehicles. Mercedes-Benz is one of the most

well-known and established automotive brands in the world, and is also

the world's oldest automotive brand still in existence today.

The founder of this company was Karl Benz and Gottlieb Daimler. NowDieter Zetsche is the chairman of the board of management Daimler and

Head of Mercedes-Benz cars division Headquarter of Mercedes-Benz is

in Stuttgart.

Mercedes shows his quality according to his tag-line that is THE BEST

OR NOTHING. Mercedes Benz launches many model all over the

world few of them are given below

1.S-Class The icon of motion

2.E-Class Engineered around you

3.E-Class Coupe The pure attraction

4.E-Class Cabriolet Its about airstream. Not mainstream

5.C-Class Agility at your command


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6.A-Class Hatchback

7.B-Class multipurpose

8.M-Class Grand Edition For the road less travelled

9.GL-Class The royal class of family ca10. Viano Class multipurpose vehicle

11. Many models like AMG Class, SLK Class, CLS Class and many

more.

12. Trucks

Now SLS AMG is the latest model of the company.

Mercedes Benz is also producing the racing cars. And also participate in

the F-1 race and many more. The first racing car is SSK which was

launch in year 1928.

Customer Relationship Management:-

CRM is a widely implemented for managing a company interaction withconsumer, clients and sales prospectus. It involve using technology to

organize, automate and synchronize business process principally sales

activity , but also those for making customer service and technical

support. The overall goals are to find, attract and win new clients. Nature

and retain those the company already has entire farmer clients back into

the folds and reduce the cost of client service and marketing. CRM

describe the company wise business strategy including customer

interface department and the other departments.

Image of the organization is also important for consumers. An image is a

total perception that of something that individuals form by processing all

the information they are exposed to overtime. Research indicate that the


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consumer develop the image about brand price response to the problems

etc. customer may associate a Mercedes car with quality because of their

word-of-mouth communication by the other customer of Mercedes,

friends, print and electronic media advertisement.

Communication is a process by which a company exchanges his thought

quality service differentiability from others.

What is the purpose of Customer Relationship

Management:-

The primary reason for having a CRM program is to monitor

employees performance, motivate staff and improve company moral

according to the need of customer. Monitoring employee performance

requires routine documentation, which is accomplished through

completing a performance appraisal form. When employees are aware

that the company is mindful of their performance and that they could be

rewarded with merit increases and promotions, they are motivated to

work harder and try to give best according to the need. Morale is

improved when employees receive recognition or reward for their work.

An effective CRM program will assist the company in achieving its

goals and objectives which is customer satisfaction. Not only will

training needs be identified and addressed during a CRM review, but

hidden talent can be discovered as well. Through identifying these

training needs, staff can perform their jobs at the highest level and be in

a better position to address clients, members and customers concerns

and questions. A well-developed staff is more likely to be proactive,productive and resourceful, all of which helps give the company a

competitive edge, from improved customer relations to increased profits.

An effective CRM system contains two basic systems operating in

conjunction: an evaluation system and a feedback system.


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The main aim of the evaluation system is to identify the performance

gap (if any). This gap is the shortfall that occurs when performance does

not meet the standard set by the organization is acceptable.

The main aim of the feedback system is to inform the employee aboutthe quality of his or her performance.

The customer can enjoy our star presence, Enjoy the that comes from

having the largest service network at your back and call. More

dealerships, upgraded showrooms, state of art workshops and highly

skilled personnel. The Mercedes-Benz experience has moved up a gear

with 26cities and 56 touch points and more being added, world class our

service is always around the corner.

Our few programs which will be maintain a good relationship with

customer.

Star Care Program

R-S-A ( road side assistance program)

Star Ease Service Package

Star Care Program :-

Star Care program takes care of your car in the

third year of operation, after the completion of two year warranty period,

without any extra cost and mileage limitation.

Road Side Assistance Program:-

The R-S-A Program offers a range of

round the clock response to the emergencies & breakdown. Suppose that

if you have any problem in your car then you can call on the no.

provided by company and as the feasibility of the service centre if you


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are in the limit of the nearest service centre of the company then you can

get the service by the company mechanic in less possible time.

Star Ease Service Package:-

The Star Ease Package puts your mind at

ease by taking care of essential service like change of engine oil, filters,

brake fluid, coolant etc. For a period of three year or 30000 km which

occurs earlier.

When a consumer comes in the showrooms for buying a car then we said

to him/her for a test drive of the car. After that we give a form to the

customer in that form the consumer declares that he/she hold a valid

license per the Indian roads rules and regulation. After the test drive we

will give the feedback form for the test drive.

How to start Customer Relationship management:-

Before the CRM program is up and running, a CRM form should

be designed with input from managers. It should be able to

sufficiently measure performance, be simple enough for all

employees to complete, and not take more than limit time to

finish. In implementing the CRM program, top management

should give the plan its blessing; employees should understand

how it works, and the staff at large should be encouraged to viewthe program as a valuable human resources tool.


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Objectives of CRM policy

1. Increase motivation to perform effectively2. Increase staff self-esteem3.Better clarify and define job functions and responsibilities4.Develop valuable communication among appraisal participants5.Distribute rewards on a fair and credible basis.6.Clarify organizational goals so they can be more readily accepted.7. Improve institutional/departmental manpower planning, test

validation, and development of training programs

Benefits of Customer relationship Management:-

Perhaps the most significant benefit of CRM is that, in the rush and

bustle of daily working life, it offers a rare chance for a supervisor and

subordinate to have "time out" for a one-on-one discussion of important

work issues that might not otherwise be addressed.

Almost universally, where CRM is conducted properly, both supervisors

and subordinates have reported the experience as beneficial and positive.

CRM offers a valuable opportunity to focus on work activities and goals,satisfaction of customer, to identify and correct existing problems, and

to encourage better future performance. Thus the performance of the

whole organization is enhanced.

For many employees, an "official" interview may be the only time they

get to have exclusive, uninterrupted access to their supervisor. Said one

employee of a large organization after his first formal performance

appraisal, "In many years of work, that's the first time anyone has ever

bothered to sit down and tell me how I'm doing." By this we canmotivate the employees for the better response towards consumer.

The value of this intense and purposeful interaction between a

supervisors and subordinate and with the customer also should not be

underestimated.


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By the help of the Quality, Responsiveness, Service, Technological

support etc the sales of the company is increasing continuously.

Amazing 46% increased growth in sales posted for the month of June2011 by German based luxury automaker Mercedes-Benz as it sold 565

units of its premium cars in the country. The flourished figures took the

companys total sales count to 3,798 units for this year 2011.

With fantastically planned one after the other product launches and

amazing growth prospects, Mercedes-Benz has always captured the

attention of many prospective customers by never diminishing its

presence locally. Also the major point behind Mercedes excellent

emergence in the country is its spreading arms all over the nation with

around 60 access points from retail outlets to service stations and sales

showrooms.

This month in June Mercedes-Benz registered fine sales of selling more

than 560 units exactly similar to sales for the month of May 2011. From

the total units sales, 231 units of E-Class were sold and the segment

took over the C-Class models by registering 196 unit sales. Mercedes-

Benz SUV portfolio comprises of the ML-Class and GL CLASSMODEL and collectively 80 units of SUVs were sold in June 2011.

On such a consistent sales performance, the Director- Marketing & Sales

of Mercedes-Benz India Mr. Debashis Mitra stated, With a robust

growth of 58% achieved in the first six months of 2011, we are well on

track and are confident of ending the year on a significant high. The next

six months will be even more exciting for the company as we have a mix

of product launches planned for the Indian customers.
http://carzy.co.in/blog/car-review/mercedesbenz-gl-500-class-redefined.html/http://carzy.co.in/blog/car-review/mercedesbenz-gl-500-class-redefined.html/http://carzy.co.in/blog/car-review/mercedesbenz-gl-500-class-redefined.html/http://carzy.co.in/blog/car-review/mercedesbenz-gl-500-class-redefined.html/


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Motivation and Satisfaction by CRM:-

CRM can have a profound effect on levels of employee and customer

motivation and satisfaction - for better as well as for worse.

CRM provides employees with recognition for their work efforts. The

power of social recognition as an incentive has been long noted. In fact,

there is evidence that human beings will even prefer negative

recognition in preference to no recognition at all.

If nothing else, the existence of a CRM program indicates to an

employee that the organization is genuinely interested in their individual

performance and development. This alone can have a positive influence

on the individual's sense of worth, commitment and belonging.

The strength and prevalence of this natural human desire for individualrecognition should not be overlooked. Absenteeism and turnover rates in

some organizations might be greatly reduced if more attention were paid

to it. Regular CRM, at least, is a good start.

Training and Development :-

CRM offers an excellent opportunity - perhaps the best that will everoccur - for a supervisor and subordinate to recognize and agree upon

individual training and development needs according to the customer.

During the discussion of an employee's work performance, the presence

or absence of work skills can become very obvious - even to those who

habitually reject the idea of training for them.

CRM can make the need for training more pressing and relevant by

linking it clearly to performance outcomes and future career aspirations.

From the point of view of the organization as a whole, consolidatedappraisal data can form a picture of the overall demand for training. This

data may be analyzed by variables such as sex, department, etc. In this

respect, CRM can provide a regular and efficient training needs audit for

the entire organization.


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RESPONSE OF CUSTOMER

ANALYSIS AND INTERPRETATION OF DATA

Tabulated form of questionnaire

The following is an overview of questionnaire collected from the

respondents and views given on different questions.

Questionno.

Good Excellent Satisfactory Poor

1 26 11 9 4

2 25 5 17 3

3 23 7 15 5

4 20 9 13 8

5 20 14 10 6

6 23 8 16 3

7 27 4 10 98 22 7 16 5

9 21 7 18 4

10 22 13 9 6

11 22 6 14 8

12 19 7 17 7


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13 23 3 18 6

14 31 8 8 3

0

5

10

15

20

25

30

35

QUESTION NO

Good

Excellent

Satisfactory

Poor


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Organizational vision and mission are accomplished by linking

individual performance to company objectives is .

VIEWS NO. OF PEOPLE PERCENT

GOOD 26 52

EXCELLENT 11 22

SATISFACTORY 9 18POOR 4 8

TOTAL 50 100

Good52%

Excellent22%

Satisfactory18%

Poor8%

Good

Excellent

Satisfactory

Poor


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RESPONSIVENESS: How do you rate our responsiveness indealing with you?


GOOD 25 50

EXCELLENT 5 10


TOTAL 50 100

Good50%

Excellent10%

Satisfactory34%

Poor6%

Good

Excellent

Satisfactory

Poor


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PROFESSIONALISM: How do you rate our professionalism in

dealing with you?


GOOD 23 46

EXCELLENT 7 14


TOTAL 50 100

Good48%

Excellent15%

Satisfactory27%

Poor

10%

Good

Excellent

Satisfactory

Poor


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TECHNICAL SUPPORT: If you received any technical support,how do you rate the technical competence of our engineers and their

response time


GOOD 20 40

EXCELLENT 9 18


TOTAL 50 100

Good40%

Excellent18%

Satisfactory26%

Poor16% Good

Excellent

Satisfactory

Poor


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PRODUCT QUALITY: How do you rate our products and services

and did they meet your needs and expectations regarding qualityand performance..


GOOD 20 40

EXCELLENT 14 28


TOTAL 50 100

Good40%

Excellent28%

Satisfactory20%

Poor12%

Good

Excellent

Satisfactory

Poor


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DELIVERY: How do you rate our delivery on time performance

and our commitment to meet your delivery expectations


GOOD 23 46

EXCELLENT 8 16

SATISFACTORY 16 32

POOR 3 6

TOTAL 50 100

Good46%

Excellent16%

Satisfactory32%

Poor6%

Good

Excellent

Satisfactory

Poor


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COMPETITIVENESS: How do you rate the competitiveness of our

products and do they represent best value for total cost of lifetime

ownership?


GOOD 27 54

EXCELLENT 4 8

SATISFACTORY 10 20

POOR 9 18

TOTAL 50 100

Good54%

Excellent8%

Satisfactory20%

Poor18%

0%

Good

Excellent

Satisfactory

Poor


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QUALITY: How do you rate our approach to quality management

to ensure complete customer satisfaction?


GOOD 22 44

EXCELLENT 7 14

SATISFACTORY 16 32

POOR 5 10

TOTAL 50 100

Good44%

Excellent14%

Satisfactory32%

Poor10%

Good

Excellent

Satisfactory

Poor


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Our responsiveness for the solution of your problems is .


GOOD 21 42

EXCELLENT 7 14

SATISFACTORY 18 36

POOR 4 8

TOTAL 50 100

Good42%

Excellent14%

Satisfactory36%

Poor8%

Good

Excellent

Satisfactory

Poor


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The training and development program made in our organization

are satisfactory and aligned with skill development for better CRM.


GOOD 22 44

EXCELLENT 13 26

SATISFACTORY 9 18

POOR 6 12

TOTAL 50 100

Good44%

Excellent26%

Satisfactory18%

Poor12% Good

Excellent

Satisfactory

Poor


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The quality of program offered by the company like R.S.A. Star

Care Star Ease etc


GOOD 22 44

EXCELLENT 6 12

SATISFACTORY 14 28

POOR 8 16TOTAL 50 100

Good44%

excellent12%

Satisfactory28%

Poor16%

Good

excellent

Satisfactory

Poor


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In the next 3-5 years what do you expect our relationship to thechange with customer? Our relation with customer is


GOOD 19 38

EXCELLENT 7 14


TOTAL 50 100

Good38%

Excellent14%

Satisfactory34%

Poor14%

Good

Excellent

Satisfactory

Poor


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The system of rewards in this organization is fair and equitable for

the better work in the organization is


GOOD 23 46

EXCELLENT 3 6

SATISFACTORY 18 36

POOR 6 12TOTAL 50 100

Good46%

Excellent6%

Satisfactory36%

Poor12%

Good

Excellent

Satisfactory

Poor


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Companyhas been given enough opportunities so far to develop theemployees capabilities for the solution of problemsis.


GOOD 31 62

EXCELLENT 8 16

SATISFACTORY 8 16

POOR 3 6

TOTAL 50 100

Good62%

Excellent16%

Satisfactory

16% Poor6%

Good

Excellent

Satisfactory

Poor


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Questionnaires for the customer:-

We would be grateful if you could spare a few minutes to complete this

Customer Satisfaction Questionnaire tohelp us ensure that our standard of customer care exceeds expectations

wherever possible.

Please tick the appropriate box to indicate your degree of satisfaction.

Where: 4 = Excellent, 3 = Good, 2 = Satisfactory, 1 = Poor

RESPONSIVENESS: How do you rate our responsiveness in dealing

with you?

Rating:-

PROFESSIONALISM: How do you rate our professionalism in dealing

with you?

Rating:-

TECHNICAL SUPPORT: If you received any technical support, how do

you rate the technical competence of our engineers and their response

time?

Rating:-

PRODUCT QUALITY: How do you rate our products and services and

did they meet your needs and expectations regarding quality andperformance?

Rating:-


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DELIVERY: How do you rate our delivery on time performance and our

commitment to meet your delivery expectations?

Rating:-

COMPETITIVENESS: How do you rate the competitiveness of our

products and do they represent best value for total cost of lifetime

ownership?

Rating:-

QUALITY: How do you rate our approach to quality management toensure complete customer satisfaction?

Rating:-

OVERALL: How do you rate Captec?

Rating:-

Organizational vision and mission are accomplished by linking

individual performance to company objectives

Rating:-

Our responsiveness towards the solution of your problems is

Rating:-


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The training and development program made in our organization are

satisfactory and aligned with skill development for better CRM.

Rating:-

The quality of program offered by the company like R.S.A. Star Care

Star Ease etc. is

Rating:-

In the next 3-5 years what do you expect our relationship to the change

with customer? Our relation with customer is

Rating:-

The system of rewards in this organization is fair and equitable for the

better work in the organization is

Rating:-

Company has been given enough opportunities so far to develop the

employees capabilities for the solution of problems is

Rating:-

Customer Signature Date


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FINDING OF REPORT

From the above report we find that the CRM of Mercedes is much better

than the other automobiles company. The facilities provided by the

Mercedes program like R-S-A program, Star Care program and Star

Ease program shows that its different from other companies. These

programs provides many extra facilities like in R-S-A program when

your vehicle has any problem in the road and there is no mechanic for

solving the problem than you can call on the Mercedes customer care no.

if you are in the range of the service station than we send the mechanic

for solving the problem. In Star Care program we care your vehicle after

the finishing of warranty period without any extra cost.

By the analysis of Mercedes growth the Amazing 46% increased growth

in sales posted for the month of June 2011 by German based luxury

automaker Mercedes-Benz as it sold 565 units of its premium cars in the

country. The flourished figures took the companys total sales count to

3,798 units for this year 2011.


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SUGGESTION

Here we are going to suggest the certain points by which we can analyze

that how would we improve the customer relationship:-

1:-Study of current Customer Relationship Management in the

organization:-

This involves studying the organization structure and

the various processes being followed in the organization. Rules and

regulation of existing Performance Management System.

2:- Employees survey:-

This includes finding out the perception of the

consumer toward the prevailing Customer relationship management

system. Employees survey also consider that the behavior of the

employees towards the customer and their response to the job.

3:- Analysis and findings:-

This includes analysis of consumer

response after the solution of his problem and giving the suggestions to

the organization what is good in your organization and what will you be

improve for the better customer service.

4:- Benefits:-

This project would help to understand, analyze and to

find out what are the ways by which the employees can perform better

and get better relation with the consumer. This would not only help the


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employees but also help the organization perform better and smooth and

achieve the satisfaction level of the consumer.

Employee Viewpoint

From the employee viewpoint, the purpose of performance appraisal is

Four-fold:

(1) Tell me what you want me to do?

(2)Tell me how well I done it in a better way if u you have any

suggestion.(3) Help me improve my performance according to your demand.

(4) Reward me for doing well.

In Mercedes (T&T Motors) they focused on the customers response

over there problem. The main focus of any manager or the employee of

the any company is how he/she works for the better result or better

relation with the customer. In this company they organize many eventsand start many programs for the better result. They teach me what is the

market, what are the customers demands and how would you solve your

internal weakness and after that they will become your strength.

Overall we find that Mercedes provide the better service than the other

automobile companies.


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CONCLUSION

CRM is like a stage or platform for employees where they can performtheir activities or given tasks and shows their skills and talent for which

they can be later rewarded.

It is a long-term process in upbringing of employees; the hard work of

employees is noticed and is motivated to achieve the organizational

goals.

Performance of employees needs to be appraised so that they are not demotivated or discouraged. They should be rewarded according to his

better performance.

CRM is very essential and is required at all levels, without this the

organization cannot work.

I would like to give an example; there was a very hardworking and

regular employee. He did not interact much with his colleagues, was

quiet and reserved type of a person. His performance was never noticed

and could never come in the limelight; he was never uplifted for what he

did and was never motivated. One day he thought that even after

working so hard he is not getting anything then why to work hard. His

performance started falling and due to this the production started getting

affected. Because of this a meeting was held where all the executives

met and found out the reason of such happening, they decided to change

the policies.

The main lacking was that the performance needs to be appraised whichthey never used to do. Hence, the employees need to be praised so that

they get motivated which builds in their confidence and work harder.


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CRM in Mercedes is good but can be enhanced keeping in mind the

employees perspective.

Performance Appraisal is transparent because the employees get to know

what the marks of their colleagues are.

Mercedes believes in the Power of People and it is the professional

philosophy of the management to create an enabling organizational

culture for people to demonstrate their creativity, initiative and believe

in holistic development and celebration of achievements.

Even the research shows that it is the peoples behavior and commitment

that create excellence and drive business results.

Although Mercedes has formulated many CRM policies for employees

development and growth, customer satisfaction it was felt that there is

still space for enhancing employees motivation and morale on

continuous basis.

OBJECTIVE

Create role models and goals at all the levels

To recognize and reward employees behavior and his performance

To promote exhibition of human values and companys core values


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BIBLIOGRAPHY

Material provided by the company.

Manual of Mercedes.

Brochures of Mercedes

www.mercedes-benz.com
http://www.mercedes-benz.com/http://www.mercedes-benz.com/

Documents

Project Report of Mercedes Auto Saved)