Summer Internship Project-Sudhanshu Sharma(PGDM 2009-11,40103)

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Summer Internship Project-Customer Satisfaction Index

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Content

S. No. Particulars Page No.

1 Preface 32 Acknowledgement 4-53 Executive Summary 64 Anand Group

-Introduction

-Philosophy

-Group Companies5 Company Profile-Gabriel India Limited

6 Introduction- Ride Control Products

7 Objective- Project

8 Questionnaire

9 Research Methodology

10 Data Analysis

11 SWOT Analysis

12 Findings

13 Conclusion

14 Recommendations

15 Bibliography

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Preface:

“The Companies that best satisfy their customer will be the winners. It is the

special responsibility of marketers to understand the need and wants of the

market place and to help their companies not merely looking for sales they are

investing in long term, mutually satisfying customer relationships based on

delivery quality, service and value.”

Philip Kotlar

Summer Training is a necessary part for fulfillment of PGDM course. The

Summer Training has given a chance to try and apply the academic knowledge

into the Business Environment and gain insight of Corporate Culture.

I undertook my training at Gabriel India ltd, a leading manufacturer of shock

absorbers, Struts & Front Forks.

ACKNOWLEDGEMENT:

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It takes immense pleasure for me to express my sincere gratitude to all who

have guided me in the completion of this project. I would take this opportunity to

thank Accman Institute of Management, Greater Noida, for giving me the

platform to work with one of the most renowned organization. It was a beatifying

experience to be attached to such a reputed organization, which is a market

leader in India. We express our deep sense of gratitude to Gabriel India ltd.

for providing us an opportunity to complete our summer training project.

We would like to thank Mr.C.S.Subramanian (Director-Marketing) for his

constant support and providing the itinerary at all stages of the project. His

guidance and vision helped us in exploring different ways to complete this

challenging task.

I owe special thanks to Mr. Durgesh Choudhary (Manager-Marketing), Mr.

Pradeep Hingane (Engineer-Marketing), for their support during the training

period.

I am deeply indebted to my faculty guide Mr. Subir Guha and Mr. S.C.Ghosh

(Chief-CRIC) who have supported me immensely throughout the project through

discussions and by always showing me the right course to pursue.

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Sudhanshu Sharma

Accman Institute of Management

EXECUTIVE SUMMARY

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This project was undertaken for a period of eight weeks at Gabriel India ltd. for the

partial fulfillment of the PGDM (Post Graduate Diploma in Management) course

from Accman Institute of Management, Greater Noida. The objective of the

project was to understand the OEMs response toward Gabriel India limited as a

supplier. To complete this project, a survey was conducted on OEMs with the help

of questionnaire in the region of Pune. The sample size was 10 OEMs. After the

survey, it was observed that it is one of the most efficient suppliers of the shock

absorbers & Struts.

Anand Group:

Anand Automotive Limited is a leading manufacturer of automotive components and systems in India, supplying to virtually every vehicle and engine manufacturer in the country.

It began operations in 1961 with the establishment of “GABRIEL INDIA” in the Mumbai for the production of shock absorbers.

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Anand group is Pacing with the target to achieve $1billion by2012.

It has its own in-house technical and management institute for the continuous training of its employees.

Anand Group Logo

Anand Group Philosophy

Vision:

Develop corporate competence to act globally

Aspire and dare to be innovative

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Attain leadership in technology

Achieve excellence through entrepreneurship

Bridge the gap between precept and practice

Corporate Organization:

Decentralize Management to augment efficiency

Foster team spirit

Encourage individual accountability and shared authority

Optimize performance through Supervisory

Board, Policy Committee and Group

Operating Committee

Draw upon the experience of senior advisors to inspire, motivate, guide, and monitor the Management without diluting its authority and accountability

Growth:

Leverage core competencies with those of our partners

Be a major player

Invest 2% of sales in R&D

Devote 2% of sales to training and education

Corporate Planning:

Institute strategic planning

Be committed to plans at all levels

Attain leadership in technology

People:

Business is 90% people

Develop skills and promote people from within

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Infuse skill and experience when necessary for excellence and growth

Move people across functional and organizational lines Involve people in setting goals and evaluating performance

Corporate Quality:

Develop excellence in people, distribution, manufacturing and environment

Benchmark against the world’s best

Corporate Communication:

Have transparency in all dealings

Communicate relevant information regularly to all stakeholders

Customers:

Be market driven and competitively focused

Provide better value for money to customers

Grow with customers

Improve relations with overseas customers

Corporate Citizenship:

Observe ethical and legal business practices

Shoulder social responsibilities

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Promote community welfare

Vendors:

Support continuous improvement of vendors

Develop mutually beneficial relationship with them

Business Philosophy:

World Class Manufacturing:

Quality, Zero Defects

Best Technology

Lowest Cost, No Scrap, JIT

Excellent Housekeeping

Asset Maintenance

Return on Investment:

At least 10% Return on Sales

Minimum Inventory & No Wastage

Corporate Planning & Strategy

Quarterly Reviews

Growth Ahead Of Market:

In the Top Two

No less than 25% of Market Share

16% exports

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Customer Orientation

Continuous Improvement:

Diversification, Acquisition

Encourage Creativity

Decentralized Management

Managing Change

Anand group-Companies

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Anand automotive India Limited

Gabriel India Limited

Sujan

Mahle

Victor Gaskets India Limited.

SNS Foundation

ValeoFriction Materials IndiaLimited

Takata India Private India Limited.

Spicer India Limited

Perfect Circle India Limited

Mando Iimited Limited

Henkle Terson India Limited

Haldex India Limited

Federal Mougal Bearings India Limited.

Degremont Limited.

Chang Yun India Limited

CY Myutech Automotive India Limited

Camfil

Emcom Technologies

ANAND AUTOMOTIVE INDIA LIMITED.

Established: 1975 Product/services: Provides a comprehensive range of technical and management

consultancy services to Anand Companies in the areas of market research, technology up gradation, quality improvement , manpower planning , hiring and training , business planning , finance, exports, and legal matters.

All together it works as a parent company.

ENCOM TECHNOLOGIES:

Established: 1997 Products: exhaust muffler assemblies.

Catalytic converter. Instrument panel reinforcement Assemblies and door Side impact beams

It has joint venture with Anand group, its main product line is Euro-4,5 and its working on 06 and EPA. It was started in Nasik as a supplier to Ford India and then tie up with Toyota in 1999. It has established a plant at Sanand to support Nano.

SUJAN:

It was established by Mr. Jaiswal Singh with Mrs. Anjali Singh in 2000. Under this there are two beautiful resorts:

o Sher Bagh: situated at Ranthambore

o Serai Jaisalmer: situated at Thar Desert.

o

MAHLE:

Largest manufacturer and exporter of air, oil fuel, and hydraulic filter oil, mist separators air intake manifold and carbon canister for application in railway, automotive and aviation industries.

BHER INDIA LIMITED:

Established: 1997

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Products: Air conditioning systems Engine cooling components Heat exchanges for automobiles

Joint venture with Anand group for automotive air conditioning and engine cooling system.

Manufacturing unit is at Chakan in Pune.

CAMFIL:

It came into existence when Anand automotive system had acquisition with Anfilco limited in 2008 in Gurgaon.

Products: Gas turbines Compressors Railway locomotives Heating ventilation Automotive paint line filters.

CHANG YUN INDIA LIMITED:

Established:1992, in collaboration with CY Myutec to manufacture synchronizer rings for automotive industry.

Product: Synchronizer ring Manufacturing unit: Gurgaon

CY MYUTEC AUTOMOTIVE INDIA LIMITED:

Established: 2008 Products: Synchronizer ring. It came into existence as joint venture of Anand group with Chang Yun of Korea. Manufacturing unit: Chennai.

DEGREMONT LIMITED:

It came into existence when Anand group had collaboration with Dugremont Frame. Its products are concern with sustainable water solutions and offer full range

services from concept to commissioning covering design, supply construction,

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commission operation and maintenance of the water and waste matter treatment plants.

FEDERAL MOUGAL GEARING INDIA LIMITED:

It is leading supplier of OMES and replacement market in the automotive industry. It came into existence when federal Mougal had joint venture with Anand group for

engine bearing and known as Federal Mougal engine bearing India ltd.

GABRIEL INDIAL LIMITED:

It came into existence when there was financial as well as technical collaboration of Anand group with Arvin Meritor.

It is based on JIT. Products: 20 million Shock absorbers, Struts and Front forks

HALDEX INDIA LIMITED:

Established: 1998 Products: brakes, Consep, ADV.

HENKEL TERSON INDIA LIMITED.

Established: 1997 Came into existence Anand group had joint venture with Henkel Germany. Products: Sealants, Coatings adhesive and NHV products. Manufacturing unit: Gurgaon.

MANDO INDIA LIMITED:

Established: 1997 It came into existence when Anand group had joint venture with Mando Corporation

to manufacture Brake system. Manufacturing unit: Chennai.

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Products: Brakes systems and complements this with manufacture of shock absorbers.

PEREFECT CIRCLE INDIA LIMITED:

It came into existence when Anand group had joint venture with Dana holdings which is recently acquired by MAHlE ENGINE.

Product: piston ring Manufacturing unit: Nasik It is well known for its Dynamometers. It is diversified as Grey iron oil pump cover and can shaft thrust plate.

TAKATA INDIA PRIVATE INDIA LIMITED:

Established: 2008 Products: Seat belts, Air bags, Steering wheels. It had joint venture with Anand group.

SPICER INDIA LIMITED.

Established: 1993 Products: Drive shafts. It came into existence when Dana Holdings Corporation had joint venture with Anand

group.

VALEO FRICTION MATERIALS INDIA LIMITED:

Established: 1997 Products: Environment friendly clutch facing using water based process It had joint venture with Anand group. Manufacturing unit: Chennai

VICTOR GASKETS INDIA LIMITED.

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It came into existence when Anand group had joint venture with Hamamatsu Gaskets Corporation.

Products: Gaskets. Products sell under ISEAL and VICTOR. Manufacturing unit: Mumbai. Chakan (Pune)

SNS FOUNDATION.

It is the CSR arm of the Anand group and is an NGO established in 1976. Development activities complement Govt. Of India programmes of education for all

as well as initiatives aimed at eradicating child labour. Particular emphasis is laid on education of girls, health ad family welfare , HIV/AIDS ,

environmental issues and vocational training to promote access to means of lively hood especially women.

In Brief:

A small beginning made in 1961 with just 150 people Anand Automotive, today, has become one of the most synonymous names in the Indian Auto Industry having

• 14 locations

• 14 JVs, 8 technical licenses

• 19 companies

• 42 plants

• 700 Million US $ sales”

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• 7,500 employees

Gabriel India Limited

Gabriel India Limited has strong presence as a producer and supplier of high quality Ride Control Products for the Indian Automotive Industry participating in all segments i.e. Passenger Cars, Utility Vehicles, Commercial Vehicles and Two Wheelers.

Starting its operations in 1961, from its factory in Mulund, Mumbai, Company had participated in the development of Automotive Industry in India and increased its production capacities through presently six facilities and establishing its brand name in OE as well as Aftermarket.

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Board of directors:

Mr. Prakash Kulkarni : Executive Chairman

Mr. Arvind Walia : Managing Director

Mr. Deepak Chopra : Director

Mr. Russi Jal Taraporwala : Independent Director

Ms. Padmini Khare : Independent Director

Mr. Rajeev Vasudeva : Independent Director

Mr. Gurdeep Singh : Independent Director

Mr. John Crable : Director

Management

Mr. Prakash Kulkarni : Executive Chariman

Mr. Arvind Walia : Managing Director

Mr. Kishor Rao : Finance Controller

Mr. Anshul Bhargava :Company Secretary

Mr. CS Subramanian : Head-Marketing

Mr. Rajendra Abhange : Head-Technical

Mr. Shyamal Sengupta : Head-Strategic Sourcing

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Mr. Shridhar Nanal : Head-R&D

Mr. Nalin Jaini : Head-Human Resource

Mr. Alok Agarwal : Special Projects

Plant Head:

Mr. CR Vijaykumar

Mr. PLR Reddy

Mr. Mahendra Kumar Singh

Mr. Umesh Shah

Mr. Jegapriyan Govind

Mr. Ashish Rikhie

Vision:

Gabriel India shall be a global manufacturing & marketing company of ride control products respected by customers and other stake holders for our benchmarked performance in product engineering, quality, cost, delivery and speed of response.

We shall earn and sustain the status of being “preferred supplier” of ride control products from our customers.

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Plants:

Khandsa Parwanoo

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Nasik Dewas

Chakan Hosur

Products:

Shock Absorber Front Forks Struts

Chakan Manufacturing Unit:

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CUSTOMERS:

Exports OMES:

1. Arvin Meritor2. IBI, France3. Nupnau, Finland4. Yamaha Motors Hydraulic System, Japan

Domestics OMES:

Ashok Leyland Bajaj Motors Enfield Fiat Force Motors Ford General Motors Hindustan motors Honda motorcycles and scooter Hyundai Mahindra and Mahindra

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Mahindra 2 Wheeler Mahindra Renault Maruti Suzuki Mitsubishi Swaraj Mazda Tata Motors Toyota TVS Motors Volvo Eicher Commercial Vehicles Yamaha

Detailed Study of Products:

Shock absorber:

It is the mechanical device designed to smooth out damp shock impulse and dissipate kinetic energy.

It is technically named as damper or damp shot.

It is in the form of cylinder with a sliding piston inside, filled with fluid (hydraulic fluid) or air, this fluid filled cylinder/ piston combination is called as dashpot.

Use: it is used to absorb dissipate energy.

After absorbing the dissipated energy where it goes?

Energy is converted into heat in hydraulic cylinder the hydraulic fluid will heat up.

In the air cylinder the hot air is usually exhausted to the atmosphere.

In electromagnetic type of absorbers the energy is stored and then used later.

Generally it help in cushion on uneven roads, it reduces the effect of traveling over rough ground lead to improve ride quality and increase in comfort , without this, vehicle would have bouncing ride – as energy stored in the spring and then released to vehicle, possibly exceeding the allowed range of suspension movement.

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Types of Different Shock Absorber:

Types:

Air shock absorbers

Spring shock absorbers

Damper GABRIEL PRODUCTS.

Working of shock absorbers:

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Shock absorbers allow the use of soft springs while controlling rate of suspension movement in response to bumps. They also along with hysteresis in the tire itself, damp the motion of unsprung weight up and down on the springiness of the tire.

Torsions bars: is used to store the energy, an ideal spring cannot be shock absorber because it can’t lonely absorb the energy.

In the vehicles there are both torsion bars and hydraulic shock absorbers.

Hydraulic fluid converts the mechanical energy into thermal energy when the shock absorbers fluid medium is forced through orifices at high velocities.

It is a fluid that acts as a medium to convert or transform mechanical energy into the heat energy.

Working:

The air and fluid inside the chamber by the piston and the sliding movement is reduced by the piston and sliding movement is reduced by the pressure that is produced. The suspension system rate of movement determines how much resistance is provided by the shock absorber. Stronger resistance is provided by the shock absorber in fast moving suspension. It dampens the effect of a vehicles bounce while traveling on a bumpy road.

Strut:

A strut is a structural component designed to resist longitudinal compression. Struts provide outwards-facing support in their lengthwise direction, which can be used to keep two other components separate, performing the opposite function of a tie. They are commonly used in architecture and engineering, for instance as components of an automobile chassis, where they can be passive braces to reinforce the chassis and/or body, or active components of the suspension.

An automotive suspension strut combines the primary function of a shock absorber (as a damper), with the ability to support sideways loads not along its axis of compression, somewhat similar to a sliding pillar suspension, thus eliminating the need for an upper suspension arm. This means that a strut must have a more rugged design, with mounting points near its middle for attachment of such loads.

The most common form of strut in an automobile is the Macpherson strut. Macpherson struts are often purchased by the automakers in sets of four completed sub-assemblies: These can be mounted on the car bodies as part of the manufacturers' own assembly

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operations. The Macpherson strut combines a shock absorber and a spring in a single unit, by means of which each wheel is attached to the car body.

Types of Struts:

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Objective of the study:

To evaluate Customer Satisfaction Index.

To know the present position of the Gabriel India Ltd. as a supplier to different OMEs

in the manufacturing industry of the shock absorber.

To know the position of the Gabriel in comparison with its competitors.

To Create SWOT Analysis for product and services of the Gabriel India Limited.

To prepare Analysis format for future periodic review.

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Questionnaire:

Summer Internship Project-Questionnaire.xls

Sample Selection:

Gabriel India Limited is one of the biggest manufacturer and supplier for Ride Control Product. It has immense market share of OEMs. Presently Gabriel India Limited has almost 30 OEMs customer in all over the world for its different products. At the time of sample selection we cover only OEMs not aftermarket customer. We targeted all 30 OEMs and got 10 responses for all the five parameters by the finishing time of project. Complete study of this project has been completed over the responses of those 10 received feedback. To avoid any kind of inconsistency or fault all the feedback had been taken either on personal visit, telephonic conversation or via E-mail.

Data Collection:

During Summer Project I collected all the data from-

o Primary sourceso Secondary sources

Primary data: The entire questionnaires were sent to OEMs through mail or by personal visit.

Secondary data: For preparing project some companies’ related data was collected through secondary sources like

o Company annual reporto CNN liveo Company official website

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o News papers

Research Work Place:

Pune, Chinchwad, Kurli, Chakan, Pimpri village.

Research Methodology:

Summer Internship Project-Reseach Methodology.xls

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Orientation

Project brief and initializationo Study of the company o Study of the productso Plant visit

Preparation of the questionnaire

Internal validation of the questionnaire

Preparation and methodology for analysis

Present and firm up methodology

Test questionnaire with few customers’ interviews

Revise questionnaire

Finalize respondents

Email questionnaire

Receive complete questionnaire

Present drat report

Final project report

Analysis:

Summer Internship Project- File Analysis.xls

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SWOT Analysis:

Another objective of the project to evaluate position and performance of the company by SWOT analysis was completed in two ways:

o SWOT analysis for each company’s feedback/perceptiono Combined SWOT analysis

Company-wise SWOT Analysis:

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BAJA AUTO LIMITED

STRENGTH:

As per feedback given by BAJAJ in different dimensions its strength is customer support; complaint handling; and is pacing with competitors in delivery of the product.

WEAKNESS:

It is lacking in product development

-response to any new development needs improvement. Example: New canister development for the shocks absorber is on since last 6 months and complaint handling.

OPPORTUNITY:

It can be more efficient in certain dimensions like customer support; complaint handling; and delivery to pace forward than the competitors.

THREAT:

It is lacking in certain dimensions which can led the competitor to move forward than Gabriel.

CONCLUSION: if we consider the percentage then Gabriel is one of the efficient suppliers of Bajaj Auto Ltd.

STRENGTH:

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Ashok Leyland

Responses as per quality concerned (PRODUCT QUALITY) keeps good rating in compare of other criteria.

WEAKNESS: o Schedule compliance OEMs (DELIVERY)o Printing labeling and identification also weakness for Gabriel.o Customer support team is also not working properly.

OPPORTUNITY: Ashok Leyland is one of market leader in its field and Gabriel is pacing in competition with the competitors in dimensions like delivery and product development; it can be more efficient to pace ahead of the competitors and can increase the sell by retaining the customers.

THREAT: Competitors is more efficient than Gabriel.

CONCLUSION: if we see overall feedback by Ashok Leyland than Gabriel is an efficient supplier and need to be cover up in certain dimensions like customer support.

STRENGTH:

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Daimler

o Product aestheticso Quality of packaging; o Trend of PPMo Design of product to meet quality demanded and RFQ is a strong pointo Ease of contact o Co-ordinations with all departments

WEAKNESS: Customer support, Delay in receiving and to find out solutions.

OPPORTUNITY:

Chances to improve; as such there are no such competitor as supplier in Daimler

THREAT: Any supplier might penetrate as competitor for Daimler.

CONCLUSION: Recently Gabriel has started supply to Gabriel and we see overall feedback by DAIMLER for Gabriel, shows an average supplier and need to be cover up in certain dimensions like customer support.

STRENGTH:

Suzuki motors appreciate Gabriel for Product quality.

WEAKNESS:

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Suzuki India Motors

Same as other OEMs Suzuki also made complain in Customer support system and Complaint handling.

OPPORTUNITY:

Gabriel is pacing is pacing with the competitor in dimensions like product quality and development; it can be more efficient and can pace ahead than the competitors.

THREAT:

Competitor is more efficient than Gabriel in many dimensions as delivery and customer support.

CONCLUSION: if we see overall feedback by SIMPL then Gabriel is an efficient supplier and need to be cover up in certain dimensions like customer support and delivery. As Suzuki has not any issue with quality so Gabriel must improve Customer support system to improve relationship and remain potential supplier.

Supplier:

o Schedule compliance (OEMs & SPD) o Documentation, Printing, Labeling, Identificationo Communication skill by managemento Ease of contact

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Tata Motors

o Sharing of product information

Weakness:o Pre-Dispatch Inspectiono No improvement in Deliveryo Response Rateo Just-In-Time serviceo No active action on earlier Survey

Opportunity:o Improvement in Delivery, R&D, Technology, Response rate may provide future

project as they were complaining about it.

Threat:o Frequent visiting team of Renowned Auto. o Advance technology and High response rate of competitors

The Strength:o Wide product rangeo Broad customer baseo In-house testing capabilityo New product developmento Installed capacityo Geographical spreado Human resource capital

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Combined SWOT Analysis

The Weakness:o Tier 2 &3 capacity & capabilityo High dependence on workforce

The Opportunity:o Domestic market growtho Global business o Growing aftermarket

The Threat:o New competition from global playerso China importo Exchange rate fluctuation

Findings:

Company-wise: Comparative Study between Gabriel and Tenneco:

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Product Quality Product Devel-opment

Delivery Customer Sup-port

Complaint han-dling

Ashok Leyland Gabriel

33 34 30 22 20

Ashok Leyland Tenneco

36 34 35 29 23

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Ashok LeylandRa

ting

Finding:

Ashok Leyland Nissan has compared Gabriel and Tenneco and given almost Ratings. For Ashok Leland Nissan “Customer Satisfaction Index” is 77.5%. This can be considered good still in compare of competitor (87%), its lacking and need to improve customer support system.

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Complaint handling

Ashok Leyland Nissan Gabriel

32 23 30 29 19

Ashok Leyland Nissan Ten-neco

32 31 31 29 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

Ashok Leyland-NissanRa

ting

Finding:

Ashok Leyland Nissan has compared Gabriel and Tenneco and given almost Ratings. For Ashok Leland Nissan “Customer Satisfaction Index” is 73.89%. Which can be considered good still in compare of competitor (79.44%), it’s lacking and need to improve product Development system.

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Complaint han-dling

Bajaj auto Gabriel

30 34 32 25 20

Bajaj auto Ten-neco

32 35 33 25 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Bajaj AutoRa

ting

Finding:

Bajaj Auto has compared Gabriel and Tenneco and given almost Ratings. For Bajaj Auto “Customer Satisfaction Index” is 78.33%. Which can be considered good still, it’s lacking and need to improve customer support system.

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Product Qual-ity

Product Devel-opment


Complaint handling

Daimler Gabriel

28 20 28 24 20

Daimler Ten-neco

32 28 25 24 14

2.5

7.5

12.5

17.5

22.5

27.5

32.5

DaimlerRa

ting

Finding:

Daimler has compared Gabriel and Tenneco and given almost Ratings. For Daimler “Customer Satisfaction Index” is 68.89%. This can not be considered good for a new customer. Need to work out for delivery and complaint handling.

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Complaint handling

Enfield Gabriel 33 29 32 28 20

Enfield Ten-neco

29 26 32 25 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

EnfieldRa

ting

Finding:

Enfield has compared Gabriel and Tenneco and given almost Ratings .Enfield is one of customer where Gabriel has taken lead over competitor. For Enfield “Customer Satisfaction Index” is 78.89%. This can be considered good. Still Need to work out for Customer Support System.

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Complaint han-dling

Force Motors Gabriel

35 32 34 13 20

Force Motors Tenneco

31 28 28 12 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Force MotorsRa

tings

Finding:

Force Motors has compared Gabriel and Tenneco and given almost Ratings .Force Motors is one of customer where Gabriel has taken lead over competitor. For Enfield “Customer Satisfaction Index” is 74.44%. Still so poor rating in Customer Support is big issue for Gabriel India Limited.

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Complaint han-dling

M&M Gabriel 29 30 21 16 12

M&M Tenneco 31 28 28 29 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

M&MRa

tings

Finding:

M & M compared Gabriel and Tenneco for different parameters .M & M is one of customer where Gabriel has got very poor rating. For Enfield “Customer Satisfaction Index” is 60%. Again so poor rating in Customer Support is big issue for Gabriel India Limited.

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Complaint han-dling

Suzuki Gabriel 33 33 26 24 17

Suzuki Ten-neco

33 33 30 28 18

2.5

7.5

12.5

17.5

22.5

27.5

32.5

SuzukiRa

ting

Finding:

Suzuki compared Gabriel and Tenneco for different parameter. For Suzuki “Customer Satisfaction Index” is 73.89%. Which is good still Customer Support system improvement may give lead to Gabriel.

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Complaint han-dling

Tata Motors Gabriel

18 27 34 24 20

Tata Motors Tenneco

25 29 38 25 20

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Tata MotorsRa

ting

Finding:

Gabriel is potential supplier for Nano and Indica. Tata Motors has compared Gabriel and Tenneco for different parameter. For Tata Motors “Customer Satisfaction Index” is 68.33%. Which is for a potential supplier can not be considered in good category. For getting Future project need to work upon Customer support system and technological advancement.

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Complaint han-dling

Yamaha Gabriel 27 26 23 19 15

Yamaha Ten-neco

26 24 23 20 17

2.5

7.5

12.5

17.5

22.5

27.5

YamahaRa

tings

Finding:

Yamaha Motors has compared Gabriel and Tenneco for all five criteria. For Yamaha Motors “Customer Satisfaction Index” is only 60%. Though Tenneco also has same rating but again Delivery and Customer Support System two major areas where attention is necessary.

Criteria-Wise Comparative Graphical Presentation:

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Gabriel India Limited Tenneco0

50

100

150

200

250

300

350

303 303

Product Quality

Product Quality

Findings:

In case of product quality Gabriel and Tenneco are market leader and most of the companies have given almost same ratings.

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Gabriel India Limited Tenneco282.4

282.6

282.8

283

283.2

283.4

283.6

283.8

284

284.2

Product Development

Product Development

Company

Tota

l Sco

re

Findings:

From Product development point of view Gabriel has got lead over Tenneco. Tie up with so developed and established companies and research team has helped Gabriel.

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284

286

288

290

292

294

296

298

300

Delivery

Delivery

Company

Obt

aine

d Sc

ore

Finding:

Tenneco has taken Lead of almost 12 points which is big difference. Most of the companies were not satisfied with logistic system of Gabriel.

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220

225

230

235

240

245

Customer Support

Customer Support

Company

Obt

aine

d Sc

ore

Findings:

Customer Support System is explored as a big issue for Gabriel. Almost all companies made complaint about customer support system.

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182

184

186

188

190

192

194

196

Complaint Handling

Complaint Handling

Company

Obt

aine

d Sc

ore

Finding:

For a few companies which are in Pune were satisfied. But feedback receive from outsider were little bit dissatisfy with performance.

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Company-wise Ratings: For performance or Customer satisfaction

Index Ranking:

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Enfield

Baja Auto

Ashok Leyland

Suzuki Motors

Force Motors

Ashok Leyland Nissan

Daimler

Tata Motors

Yamaha

Mahindra & Mahindra

Parameter/Criteria-wise rating: On Basis of Received

Conclusion:

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Product Quality

Complaint Handling

Product Delivery

Product Developmet

Customer Support

Working environment in Gabriel is so cooperative and learning. Brand image of Gabriel is so strong that we did not face any inconveniency for

getting feedback. Overall project paced with planned instruction. There’s no doubt that Gabriel India Ltd. is one of the leading companies in the

manufacturing of the shock absorber. It is the most efficient suppliers to its OEMs and it has bright future in international

market as well. For improving quality and technology Gabriel India is going under different tie-up with

quality improvement institutions like KYB Corporation, Japan, KYBSE, Spain and Yamaha motors Hydraulic systems, Japan .

Almost all the OEMs customers are facing same problem Customer Support System. There are just a few dimensions that should be undertaken and cover up to pace and

lead as a market leader in the manufacturing of the shock absorber.

Recommendations:

The most important thing is that the company must keep an eye on what the OEMs are telling about the different dimensions in the Gabriel and, punitive action must be

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concerning to the grievances properly. Constant touch should be kept with the OEMs. Orders by the OEMs should be executed in a proper manner to avoid irregular

availability. New product development should be communicated properly and particularly on

time. As Gabriel is known for JIT service, but for last two three months it is not working

properly. Gabriel needs to concentrate over services. Customer Support system needs to be improved. No. of man force at customer

plants need to improved. For entire 7 plants, no. of employees in marketing department is less than

requirement. As complaint made by the entire customer no. of visit by senior management is less. So need to inculcate trainees under senior management.

Hope these all recommendations would be applied effectively.

Bibliography:

Books and journal

Principles of Marketing

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By Philip Kotler

Marketing Research

By N.K. Malhotra

Annual report- Gabriel India limited

Websites

www. anandgroupindia.com

www.wikipedia.org

Pain during training is medicine of joy for lifetime…..

Thank you very much

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http://www.wikipedia.org/

Documents

Summer Internship Project-Sudhanshu Sharma(PGDM 2009-11,40103)