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by me is a bonafide work carried by me of my own efforts and it has not been

submitted to any other University or published any time before.

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out the research under my supervision, certified further, that to the best of my

knowledge the work reported here is does not form part of any other thesis or

dissertation on the basis of which a degree or award was conferred on an earlier

occasion on this or any other candidate.

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It is a great pleasure for me to acknowledge here the assistance received from

various persons in completion of my study.

It is rather my long felt desire to express my profound gratitude to our pillar of strength
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Management for giving me an opportunity
to do this project & for the kind and immediate help
for the perusal of the project.

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Project Guide (Internal) Faculty, Vishwa Vishwani Institute of Systems and Management, for the
keen interest he had shown and guidance he had given me during my work.

I am grateful to all the executives and other personnel of 

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Last, but not the least, I would like to thank all other employees who made me
feel comfortable and directly or indirectly co-operated me in my work.

I wish to thank to my beloved Parents, Brothers, Friends, and Lecturers who have
helped me to do the project work successfully.

(Sri.S.Vigneshwaran)
 >*'%(?
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Few organizations focus on selling their product / service to their

customer and forget about it after sales service, for customer satisfaction and customer retention.

Study has been under taken with an objective to know the services effectiveness towards

services in My TVS all car service station.

A questionnaire has been constructed for collecting primary and

secondary data through web, journals, newspaper company website etc. A sample size of 75

respondent have been approached randomly for collecting information, how- ever , study in

subjected to the few limitation such as time constraint and place where the survey has been done.

The studies revealed that majority of the customers are happy with

the quality of service offered by My TVS all car service stations. It is been recommended that the

company should focus more on training the staff in clearing the doubts of the customer and

discount should be given for people who get service regularly at My TVS all car service station

to increase customer satisfaction.

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 THE FOUNDER OF TVS & SONS COMPANY

ÃTo provide innovative Best-in-Class products, Services and

Total Solutions in our chosen marketÄ

 CHAPTER 1

INTRODUCTION

















































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³A Customer is the most important visitor on our premises. He is not

dependent on us. We are dependent on him. He is not an interruption on our work. He is the

purpose of it. He is not an outside of our business. He is a part of it and we are not doing him a

favor by servicing him. He is doing us a favor by giving us an opportunity to do so.´

 )&)%3)
)"#&(

It is always better to prevent your car from breaking down than it is to fix

it. It is therefore a good idea to follow the recommendation given in the car manual for your car

on when to service your car. If you keep a check on the oil and the filters on a regular basis then

you can reduce the chances of breakdowns plus your engine will last longer.

The service station has good machinery equipments which are used to do

servicing to cars of all types. It has machinery which does Oil wash, Body rubbing polishing,

water wash, annual services, painting, tyre replacement, fitting, car tinkering, accident repairs,

battery replacement, etc.,

&
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Service is a word used constantly. Service has different impact on

different people service has different meanings for different people. For example; people who

work as lifeguards view their work as a service to the community. Naturally, based on working

as a lifeguard their definition of service would be an action beneficial to the well-being of

others. Not surprisingly, a similar definition was found in the Oxford English Dictionary
(OED). Service is described in the Oxford English Dictionary as "the action of serving, helping,

or benefiting; conduct tending to the welfare or advantage of another; condition or employment

of a public servant; friendly or professional assistance." Furthermore, in Webster's Ninth New

Collegiate Dictionary, service is described as "the occupation or function of serving others;

employment as a servant; contribution to the welfare of others.´ The above definitions seem like

the only ones for the word service. There are actually at least two more different definitions.

The first definition is "service tree" or "service berry." A service tree is "a tree native in co...

Helping, meeting people¶s needs, creating a good image to the company.

This also means: all interactions between a customer and a product provider at the same time of

sale, and thereafter. Customer service adds value to a product and builds enduring friendship.

Sometime this is not always the case. Example: Wall-mart, have you ever noticed that a Wall-

mart employee is hardly in sight when you are need of help. This does show bad customer

service, but Wal-Mart is also a store of no high quality. People expect to go in there and it be

always crowded or the floors not being properly cleaned. We don't expect to see any Wall-mart

in any beautiful condition. They are mainly a store of convenience. How many lanes are open at

your Wall-mart?

³How are we doing?´ It's a natural question for an individual or an

organization. In some cases the answer is easy because the objective criteria for success are

simple, obvious, easy to collect, and easy to analyze. For example, a bricklayer is measured on

the number of bricks laid in a day and the quality of the workmanship.
-
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is not simple, obvious, or easy to evaluate. In good part this is due to a

service organization' multiple objectives -- which often are in conflict. Service organizations

need to be.
&
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!!*%(?",, means the capability of producing an effect. In mathematics, i i
i is

sometimes used as a synonym of computable. In physics, an effective theory is, similar to

a phenomenological theory; a framework intended to explain certain (observed) effects without

the claim that the theory correctly models the underlying (unobserved) processes. An example is

an effective field theory that "pretends" that certain effects are caused by a field even if it is

known that this is not actually the case. In a way, any theory of Physics is fundamentally an

effective theory, since there is no meaningful distinction of observables and reality within the

scope of Physics (see also FAPP,
 i

,Phenomenalism, Pragmatism).In heat

transfer, i i
ii is a measure of the performance of a heat exchanger when using

the method. In medicine, effectiveness relates to how well a treatment works in practice, as

opposed to efficacy, which measures how well it works in clinical trials or laboratory studies.

In management, effectiveness relates to i  i      i. Peter

Drucker reminds us that effectiveness is an important discipline which ³
 be learned

and 
 be earned. In human±computer interaction, effectiveness is defined as ³the accuracy

and completeness of users¶ tasks while using a system

The word i i
i is sometimes used in a quantitative way, "being very or not

much effective". However it does not inform on the direction (positive or negative) and the

comparison to a standard of the given effect. Efficacy, on the other hand, is the ability to produce

a desired amount of the desired effect, or success in achieving a given goal. Contrary

to efficiency, the focus of efficacy is the achievement as such, not the resources spent in

achieving the desired effect. Therefore, what is i i
i is not necessarily i 

, and what

is i 

 is not necessarily i 
i

.
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Š Efficiency: doing things in the most economical way (good input to output ratio)

Š Efficacy: getting things done, i.e. meeting targets

Š Effectiveness: doing "right" things, i.e. setting right targets to achieve an overall goal

(the i i
)

Š (Effectively: synonymous to effectiveness; usage is rather rare.








































1;*%(?,96

 To know the reason for customer preference towards ³My TVS´ All Car
Service station.

 To know the Perception of customers towards ³My TVS´ All Car Service
station.

 To know the services effectiveness in ³My TVS´ all car service station.

 To know the defects in service process of ³My TVS´ All Car service station.



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O. To analyses the customer satisfaction with services in My TVs all car

services.

2. To study the about My TVS services effectiveness.

3. To identify the customer in the market.

4. Too ably to do services within competitor in the market.

5. To identify the services engineers in My TVS All Car Services.

6. To identify the employee behavior in My TVS All Car Services.

7. To analyses the overall performance of this My TVS All Car Services.
 +




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A Study on services effectiveness for ³




 ´ would help them to

know about the state of mind that their customers has about a company. Though there are many

service outlets, some customers prefer c
 Therefore, a study on services effectiveness

helps them to find ways to retain their customers and to attract new customers.

 




 Only Non-Random Sampling (convenience sampling) is used.

 Small sample size.

 The data is collected only in single branch of My TVS, so the findings cannot be

generalized in all branches.

 To analyses the data with help of spss O5.0 (%)%(,%(*)/
+)*<)
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 There are 23 questionnaire was collected from the customer but which question have an

importation in the statistical analyses.

 The data analyses used by Bar Chart and pie chart in the data view and variable view.


 CHAPTER 2

RESEARCH
METHODOLOGY






 9

A research design is the arrangement of condition for collection and analysis of data in a

manner that aims to combine relevance to the research purpose with economy in procedure.

It is conceived with decision regarding what, where, when, how much, by what means

covering and inquiring or a research study constitutes a research design.

Research design is needed because it facilitates the smooth sailing of the research

operation, thereby making research as efficient as possible yielding, and most information with

minimal expenditure of effort time and money.

The researcher has used Descriptive Research Design. Descriptive researches are those

studies that are concerned with the characteristics of a particular individual or a group. It has

chosen to make an investigation with specific prediction of characteristics and attitudes of the

employees.

Research methodology defines that how the survey undertakes. This involves the specification of

the research design; sources of data, methods of primary data collection and sampling methods

are used. It was adopted through the survey method, which was a face-to-face contact with

Consumers backed by a structured questionnaire the following categories.

+



9

The researches have been defined through the review research, website research, explorer

research, descriptive research and using questionnaire to solve the problems.

 +
 9

This has been used to simple random sampling is followed so as to contact the respondents.


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The tool adopted for collecting the required data was a questionnaire. A well laid out question

covering all the necessary aspects was prepared keeping in mind the questions simplicity and

consumers to answer a specimen questionnaire has been enclosed in this report. It was followed

by simple random sampling method. I was used the soft ware of spssO5.0. Put it to all the data in

the soft ware with help of spssO5.0. I collect the face-to-face conservation me and my project

guide Mr.Muthuchamy he is marketing officer in My-TVS ACS both are when to meet the

customer directly. I was collecting the data per day 5 to O0 member on the day.


D6


 96

From the
customer
lodge in My
TVS ACS
Offices.

From the From the

Apartment College

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From the From the

Friends Hospital

From the
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*"#)$0
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data for social science include censuses, surveys, organizational records and data collected

through qualitative methodologies or qualitative research So overall there are five questions that

a secondary analyst should be able to answer about the data wish to analyze.

O. What were the agency's or researcher's goals when collecting the data?

2. When was the data collected?

3. What methods were used? Who was responsible and are they available for questions?

4. How is the data organized?

Secondary data means the data, which are collected from various books, magazines, journals,
and Websites.Company brochures.

  
9

The study has used appropriate classification and tabulation of diagrams percentage means for

analysis and interpretation of data using SPSS O5.0 version.

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It refers to a question that has no fixed alternatives (choices) to which

the answers must conform. The respondents in his word and at any length he chooses.

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It refers to a questionnaire in which the respondent is given a limited

number of alternative responses from which he is to select the one the most closely matches in

his opinion was attitude.



CHAPTER 3


COMPANY PROFILE













































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TVS has been at the forefront in bringing a revolution in the way personal commutation was

happening, way back in the O
0s. Beginning with launching a simple, easy-to-use moped for

the middle class in India in the O
0s to launching 7 new bikes in a single day (first time in the

history of the automotive industry in the world), TVS has often innovation.

The TVS Group is one of India's largest industrial conglomerates. TV

Sundram Iyengar and Sons Limited, established in O OO, are the parent and

holding company of the TVS Group.

The largest automobile distribution company in India, TVS & Sons has an

annual turnover exceeding US$ 450 million (over Rs. O6,000 million) with

a workforce of over 5000, TV Sundram Iyengar and Sons Limited operates through the three

following divisions:

ã TVS and Sons distribute Heavy Duty Commercial Vehicles, Jeeps and Cars. It represents

premier automotive companies like Ashok Leyland, Mahindra and Mahindra Ltd., Fiat

and Honda. It also distributes automotive spare parts for several leading manufacturers.

ã TVS & Sons has grown into a leading logistics solution provider and has set up state-of-

the-art warehouses all over the country.

It has also diversified into distributing Garage equipment that ranges from paint booths to engine

analyzers and industrial equipment products.

The Global business operation of the company includes managing Joint Ventures in Bangladesh,

Sri Lanka, Thailand, UK, USA & Europe for automobile distribution / dealership business,

Sourcing and vehicles, Distribution of spares for after-market, Sales & service support for
Garage Equipment, Sales & Service of Products for Special applications like construction &

Material handling and providing Customer Centric Services for Car customer under the brand

TVS & Sons has grown into a leading logistics solution provider and has set up state-of-the-art

warehouse all over the country.

The Global bus inbeing the trading and distribution arm of the group, the business activities of

TVS & Sons include Dealerships for automobile vehicles, Distribution of spares for after-market,

Sales & service support for Garage Equipment, Sales & Service of Products for Special

applications like construction & Material handling and providing Customer Centric Services for

Car customer under the brand ³MyTVS´.

TVS & Sons has grown into a leading logistics solution provider and has set up state-of-the-art

warehouses all over the country.

  
 
 
Has been dedicated in the specific applications including

Surveillance, Point of Sales and Industrial Automation up to 20 years. At this time, TVS

products have been distributed in more than 60 countries and gained reputation all over the

world.


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‡ Global Logistics

‡ R&D Capability

‡ Professional Manufacturing Facility

‡ Professional Product Range

‡ OEM/ODM Experience
 Further to our success in the Display solutions, TVS has devoted our R & D

strength in the developments combining Surveillance, Multimedia & POS, including our Media

DVR, Digital Signage & Security POS solutions. In 2007, TVS has successfully launched out the

´ LCD DVR LR-
04 series. At the dawn of the 2Ost century, Taiwan Video System, with

positive action and team spirit, always to pursue the next challenge of information integration

ahead. Taiwan Video System is committed to leverage its professionalism and devotion to

provide the best service to our customers, and restlessly concentration on new technology

development, manufacturing progress I¶m I wanted to build a *"/3$)%, since I have been

growing up with TVS. I believe that is the inspiration for anybody who has grown up in

Madurai.

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In the annals of Indian History, the O

0s is a landmark. This century saw the birth of

great souls and nation builders such as M.K.Gandhi, Tilak and Sri Aurobindo. They were

instrumental in awakening the spirit of political freedom. The same century saw the birth of great

industrialist like JRD Tata, Kiroloskar and in the South, T.V.Sundram Iyengar. They were

responsible for Awakening the spirit of Industrial and economic growth of our country.

T.V.Sundram Iyengar was born on 22nd March O
77 in Thrissur, Kerala. He was the son of

Sri.A.Vengarusamy Iyengar who was an advocate by profession having his practice in Thrissur

(Kerala). TVS¶s parents belonged to Thirunelveli. He had his schooling at Thrissur and an early

marriage at the age of eleven.

 T.V.S always had a passion and a liking for industry, trade and commerce. Initially, he

was working for two to three private and government organizations but found the jobs

uninteresting.

Later, he decided to do a trading business with the little capital he had with the profit he

earned out of this business, he wanted to venture into a new business. This new venture was bus

services. The first route was from Madurai to Pudukottai. Later he started procuring and

distributing auto parts.

The T.V.S trading stems from the personal philosophy of the group¶s founder Shri.T.V.Sundram

Iyengar. A man of tremendous vision, he had the foresight to recognize that progress in the

transport industry was vital to the growth of the foundation of customer satisfaction. Indeed, it is

given T.V.S the impetus to grow from the single unit of O OO to the multi company enterprise, it

is today. He had the support of his better, half Mrs.Lakshmiammal who was known for her

simplification and land heart. It was 3O years of long dedicated and dynamic hard word that

made the man a legend and the name still lives in many hearts. When Shri.T.V.Sundram Iyengar

started the first ever rural bus service between Madurai and Pudukottai in the Sate of

Tamil.Nadu. This transport company grew to be the largest of its kind in India.

(/,%",

O OO ± First TVS company, a road transport was formed.

O O ± Spare parts & Service unit was started in Madurai.

O 2 ± General Motors appointed TVS as their authorized agents.

O 36 ± Madras auto service was bought largest dealers in the south.

O 3 ± Started Southern roadways.

O 46 ± Southern Roadways was formed.

O 60 ± TVS group entered manufacturing.

O 56 ± A marble and bronze but was erected in the corporate office entrance to perpetuate his
memory.

O 55 ± T.V.Sundram Iyengar a Doyers of Indian Auto Industry passed away. He passed away at
the age of 7
years.

O 65 ± January 20th inauguration of Lucas TVS.

O 72 ± Sundram Brake wings with Abex.

O
2 ± June O5th inauguration of Sri Chakra Tyres.

O
3 ± Indian Suzuki (TVS Motor Company).

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 Sri T.S.Santharam
 Sri B.Ganapathy Sarma- Company

 Sri R.Ramachandran, Chairman Secretary

 Sri Suresh Krishna
 Sri N.Krishamoorthy-Commerical

 Sri K.Ramesh
 Sri S.Santhanagopalan-Finance

 Sri S.Ram
 Sri M.Gunasekara-Business process and

 Sri K.Mahesh analysis

 Sri S.viji
 Sri.R.Chandrasekar-HR

 Sri Venu Srinivasan
 Sri.L.Ramasamy-Infrastructure

 Sri Gopal Srinivasan
 Sri.S.Venkatanarayanan-Insurance

 Sri T.K.Balaji
 Sri.T.Srinivasan-P&A

 Sri R.Haresh,JMD

 Sri R.Dinesh,JMD
$)"(C)%("
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1;*%(?,

In enterprise and in business, as in life, it is the team spirit that succeeds. To set out

aims and objectives in words way limit the company¶s targets. To place at the service of the

public all our technical equipment and intelligence in automobile and allied industries at a truly

national cost-a cost that compensate with the interest of the employees and share holders. To

provide the greatest satisfaction possible to our employees within our employee through proper

personal practices. To be a good member of the community and the nation. By implementing

every one of the above three objective to nurture the moral fiber of the TVS organization

(,("

To create integrated supply chain for their customer by providing a high quality and cost

effective logistics services globally this will be of its class in the industry with respect to

practices and procedure.

(,,("

To remain in the prime position in the field of automobile distribution business by

extending dedicated service to its clients. The aim of the company is to profit from 40crores

(2006) to O25crores (200 ).

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Morning
.30 AM to Evening 5.30 PM


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TVS & Sons distributes Heavy duty commercial vehicles, utility vehicles and cars. It

represents various leading manufactured like Ashok Leyland, Mahindra Ltd., Honda. The

company has more the O00 outlets and is also the largest distributor of space parts in India,

including more than 70 suppliers and 25000 part line.

The company has diversified into sale and service of service station equipment for two wheelers,

cars and trucks. The range includes lifts, A\c management system, pain booths, engine analyzers

and other workshop equipments. Customer includes all OEMs/Dealers, with service availability

and the clock and country wide coverage, the division is a ³One Source´ for all service nation

needs.

The company is the leading logistics solution provider specializing in the auto vertical

and has setup state of art warehouses across the country for this purpose. The logistics business

unit has created a special name for their excellence in the inbound logistics. It has now extended

providing the supply chain solution across the globe for the Indian auto component manufactures

which include a wide array of value added service. Currently the logistics business unit is the

lead logistics provider for almost all the leading automobile companies in India.
 The company has also diversified into marketing & providing support for special

products such as construction and material handling equipment, Man lifts, Air compressor, Bus

Air conditioner representing leading name from India & Overseas. The business provided unique

solution under pioneering concept called ³Own and operate´. Recently, the company has

launched ³My TVS´, a unique concept of providing three services under single umbrella brand

for car users viz., 24*7 emergency service covers expectation of car customers over the entire

life span and provides comfort of TVS car, aped & value for money under one roof.

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TVS Company is committed to achieve & sustain excellence in service & retain
the customer through continual improvement.

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³Relationship and Trust¶

³Customer centricity´

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O00% effort in all the services. Building bond and trust with the employee and customers.

Maintaining customer satisfaction

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Dealership line of Business (DLOB)

AL SBU

E.Comet SBU

M&M SBU
 Parts Distribution SBU

Customer Centric Business

My TVS-24*7 Emergency service

My TVS-All car service

My TVS-Quality used cars

My TVS-Collision repair service

Petroleum products.

Insurance.

Special products SBU.

Tools & Garages equipment SBU.

+$,")/
+/(*(,

Marriage present

Helmet supply

Accident leave

Companionate allowance

Reimbursement of cost of spectacles

Hearing aids

Reimbursement of confinement expenses

Death Relief fund (DRF)

Washing allowance

Education assistance scheme

 Attendance Invitation scheme

Cash Reward assistance

Leave travel assistance

Leave travel assistance

Reimbursement of conveyance allowance

Uniform

Leave rule

$)"(C)%("
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The TVS group is one of India¶s largest industrial conglomerates. T V

Sundram Iyengar and Sons limited, established in O OO, is the parent and holding company of the

TVS group.

The largest automobile distribution company in India, TVS & Sons has an annual

turnover exceeding US$ 450 million (over Rs.O6, 000 million) with a workforce of over 5, 000,

TV Sundram Iyengar and Sons limited operates through the three following divisions.


=
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TVS & Sons distribute heavy duty commercial vehicle, jeeps and cars. It represents

premier automotive companies like Ashok Leyland, Mahindra & Mahindra ltd, fiat and Honda. It

also distributed automotive spare parts for several leading manufacturers. Company has grown

into leading logistics provider and has setup state of the art warehouses all over the country. It

has also diversified into distribute garage equipments that ranges from paint booths to engine

analyzers and industrial equipment products.

'"#$)3
%$,

Sundram motors distributed heavy duty commercial vehicles and cars. In addition to

being for Ashok Leyland, Fiat, Honda and Mercedes Benz., this division also distributed auto

spares parts for leading manufacturers.

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Madras Auto Service distributes quality automotive spare parts for all leading

manufacturers. It has an existing distribution network spread throughout the country.

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ã Enhancing the satisfaction level of customers by meeting or exceeding their needs and

expectations on quality of servicing, delivery and cost.

ã Continuous improvement of the performance and skills of employees through active

training programmers.

ã Implementing at least one continual improvement project per quarter.

ã To improve responsiveness to address customer needs.

+/(*0
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TVS strongly believes that the safety of the employees and the public is of

paramount important and declares that the safety will take procedure over the expediency. Every

effort will be made to involve all managers, supervisors and employees in the development and

implementation of safety practice. It believes in the value of human life and strives hard to have

a safe environment and activities.


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(O)Axles India Limited

(2) Balika tours and travels

(3) Brakes India limited

(4) India Japan lighting limited

(5) India motor parts and accessorial limited

(6) Indian Nippon electrical limited

(7) India equipment leasing limited

(
) Lakshmi Auto components limited

( ) Lakshmi General Finance limited

(O0) Lucas Indian limited

(OO) Southern Roadways

(O2) Sundram Clayton limited

(O3) TVS electronics limited

(O4) TVS finance limited

 Industry overview

The '%31(/
("#',%$0
("
"#() is the seventh largest in the world with an

annual production of over 2.6 million units in 200 . In 200 , India emerged as Asia's fourth

largest exporter of automobiles, behind Japan, South Korea and Thailand. By 2050, the country

is expected to top the world in car volumes with approximately 6OO million vehicles on

the nation's roads.

Following economic liberalization in India in O O, the Indian automotive

industry has demonstrated sustained growth as a result of increased competitiveness and relaxed

restrictions. Several Indian automobile manufacturers such as Tata Motors, Maruti

Suzuki and Mahindra and Mahindra, expanded their domestic and international operations.

India's robust economic growth led to the further expansion of its domestic automobile market

which attracted significant India-specific investment by multinational automobile

manufacturers.[4] In February 200 , monthly sales of passenger cars in India exceeded O00,000

units.

Embryonic automotive industry emerged in India in the O 40s. Following

the independence, in O 47, the Government of India and the private sector launched efforts to

create an automotive component manufacturing industry to supply to the automobile industry.

However, the growth was relatively slow in the O 50s and O 60s due to nationalization and

the license raj which hampered the Indian private sector. After O 70, the automotive industry

started to grow, but the growth was mainly driven by tractors, commercial vehicles and scooters.

Cars were still a major luxury. Japanese manufacturers entered the Indian market ultimately
leading to the establishment of Maruti Udyog. A number of foreign firms initiated joint ventures

with Indian companies. In the O
0s, a number of Japanese manufacturers launched joint-

ventures for building motorcycles and light commercial-vehicles. It was at this time that the

Indian government chose Suzuki for its joint-venture to manufacture small cars. Following the

economic liberalization in O O and the gradual weakening of the license raj, a number of Indian

and multi-national car companies launched operations. Since then, automotive component and

automobile manufacturing growth has accelerated to meet domestic and export demands.

>.$%,

India has emerged as one of the world's largest manufacturers of small cars. According

to Vii , India's strong engineering base and expertise in the manufacturing of low-

cost, fuel-efficient cars has resulted in the expansion of manufacturing facilities of several

automobile companies like Hyundai Motors, Nissan, Toyota, Volkswagen and Suzuki.

In 200
, Hyundai Motors alone exported 240,000 cars made in India. Nissan Motors

plans to export 250,000 vehicles manufactured in its India plant by 20OO. Similarly, General

Motors announced its plans to export about 50,000 cars manufactured in India by 20OO. In

September 200 , Ford Motors announced its plans to setup a plant in India with an annual

capacity of 250,000 cars for US$500 million. The cars will be manufactured both for the Indian

market and for export. The company said that the plant was a part of its plan to make India the

hub for its global production business. Fiat Motors also announced that it would source more

than US$O billion worth auto components from India. According to Bloomberg L.P., in 200

India surpassed China as Asia's fourth largest exporter of cars.

 In recent years, India has emerged as a leading center for the manufacture of small

cars. Hyundai, the biggest exporter from the country, now ships more than 250,000 cars annually

from India. Apart from shipments to its parent Suzuki, Maruti Suzuki also manufactures small

cars for Nissan, which sells them in Europe. Nissan will also export small cars from its new

Indian assembly line. Tata Motors exports its passenger vehicles to Asian and African markets,

and is in preparation to launch electric vehicles in Europe in 20O0. The firm is also planning to

launch an electric version of its low-cost car Nano in Europe and the U.S. Mahindra & Mahindra

is preparing to introduce its pickup trucks and small SUV models in the U.S. market. Bajaj

Auto is designing a low-cost car for the Nissan-Renault alliance, which will market the product

worldwide. Nissan-Renault may also join domestic commercial vehicle manufacturer Ashok

Leyland in another small car project while the possibilities are impressive, there are challenges

that could thwart future growth of the Indian automobile industry. Since the demand for

automobiles in recent years is directly linked to overall economic expansion and rising personal

incomes, industry growth will slow if the economy weakens.

„
  

 
 


  

O. Maruti Suzuki

2. Hyundai
3. Tata Motors
4. Mahindra
5. GM Chevrolet
6. Honda
7. HSD

. Ford
. Fiat
O0.Skoda

(,%
!
*)$,
)?)(/)1/
("
"#()

Š &("<)$): Beachster, Hammer, Roadster O.
S, Rockster, Jeepster, Sailster.

Š ("#',%)": Ambassador.
Š  : Rhino Rx
Š )&("#$): Major, Xylo, Scorpio, Bolero.
Š )&("#$)

")'/%: Logan.
Š )$'%(
'C'<(:
00, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift
DZire, SX4, Omni, Versa, Eeco, Gypsy, Grand Vitara.
Š +$3($: Sigma, RiO.
Š )": Storm.
Š )%): Nano, Indica, Indica Vista, Indigo, Indigo Manza, Indigo
CS, Sumo, Safari, Xenon, Aria.

$("
$)"#,

*)//0
3)"'!)*%'$#
'%31(/,
!
$("
$)"#,

Š '#(: A4, A6.
Š : 3 Series, 5 Series.
Š &?$/%: Spark, Beat, Aveo U-VA, Aveo, Optra, Cruze, Tavera.
Š ()%: Grande Punto, Linea, Palio Stile.
Š $#: Ford Figo, Ikon, Fiesta, Endeavour.
Š "#): Jazz, City, Civic, Accord.
Š 0'"#)(: Santro, iO0, i20, Accent, Verna Transform, Sonata Transform.
Š $*#,6"C: C-Class, E-Class.
Š (%,'1(,&(: Lancer, Lancer Cedia, pajero.
Š (,,)": Micra.
Š <#): Fabia, Octavia, Laura, Superb.
Š 0%)
Corolla, Innova, Camry.
Š /<,-)": Polo, Jetta, Passat.
 '%31(/,
,/#
("
"#()
),

 3./%/0
'(/%
"(%,

Š '#(: A
, TT, R
, Q5, Q7.
Š "%/0: Arnage, Azure, Brooklands, Continental GT, Continental Flying Spur, Mulsanne.
Š : 6 Series, 7 Series, X3, X5, X6, M3, M5, M6 and Z4.
Š &?$/%: Captiva.
Š ()%: Nuova 500, Bravo.
Š "#): Civic Hybrid, CR-V.
Š 2)')$: XF, XJ, XK.
Š )31$&("(: Gallardo, Murciélago.
Š )"#

?$: Range Rover, Range Rover Sport, Discovery 4, Freelander 2.
Š )01)*&: 57 and 62.
Š $*#,6"C: CL-Class, CLS-Class, S-Class, SL-Class, SLK-Class, M-Class, Viano.
Š (%,'1(,&(: Montero, Outlander.
Š (,,)": Teana, X-Trail, 370Z.
Š +$,*&: OO, Boxter, Panamera, Cayman, Cayenne.
Š
//,

0*: Ghost, Phantom, Phantom Coupé, Phantom Drophead Coupé.
Š <#): Superb.
Š 'C'<(: Grand Vitara.
Š 0%): Land Cruiser, Land Cruiser Prado, Fortuner*, Prius.
Š /<,-)": Beetle, Touareg, Phaeton.
Š /?: S60, S
0, XC 0.


 +

The global automotive industry is a highly diversified sector that

comprises of manufacturers, suppliers, dealers, retailers, original equipment manufacturers,

aftermarket parts manufacturers, automotive engineers, motor mechanics, auto electricians, spray

painters or body repairers, fuel producers, environmental and transport safety groups, and trade

unions. United States, Japan, China, Germany and South Korea are the top five automobile
manufacturing nations throughout the world. The United States of America is the world largest

producer and consumer of motor vehicles and automobiles accounting for 6.6 million direct and

spin-off jobs and represents nearly O0% of the SO0 trillion US economies. The automobile is one

of the important industries in the world, which provides employment to 25 million people in the

world.

 2

  




Northeastern United States and Southern Great Lakes Region, Northwestern Europe,

Western Russia and the Ukraine, and Japan are the major manufacturing regions of automotive

in the world. In North America, the prominent automotive manufacturing regions are New

England, New York and the Mid-Atlantic, Central New York, Pittsburgh/Cleveland, Western
Great Lakes, St. Lawrence Valley, Ohio and Eastern Indiana, Kanawha and middle Ohio Valley,

St. Louis, the Southeastern region, Gulf Coast, Central Florida, and the West Coast.

The European Union has the largest automotive production regions in the World.

 2

  





The global automotive industry is highly diverse, comprising of various

sectors such as automotive parts and accessories, utility vehicles, commercial vehicles, two

wheelers, and four wheelers. '%3%(?
+)$%,
)"#
**,,$(,
("#',%$0 comprises of

establishments engaged in manufacturing of automotive stampings; carburetors, pistons, piston

rings, valves; chassis; rubber tires and braking systems; ignition systems; lighting equipment;

seating, flooring and related materials; gasoline and fuel systems; storage batteries; and engine

and transmission parts and accessories. This sector comprises of two major sub sectors namely

original equipment suppliers and aftermarket parts manufacturers. The original equipment

suppliers produce parts for automakers and aftermarket parts manufacturer¶s produces

replacement parts for vehicles. China, Italy and Taiwan are the largest automotive accessories

and parts manufacturing countries.

'$
&/$,
("#',%$0
is one of the largest segments of global automotive industry that

produces different type of four wheelers namely cars, passenger cars, jeeps, vans etc. The key

manufacturers of four wheelers in the world are General Motors, Toyota, Ford, Volkswagen AG,

Daimler Chrysler AG, Nissan Motor Company Ltd., Honda, and PSA Peugeot. There was a

report published in 2006 by RNCOS, which states that China has attracted more and more

overseas players to venture their capital in this booming sector.

-
-&/$,
("#',%$0 comprises of four broad segments i.e. scooters, motorcycles, mopeds

and bicycles. Japan, India and China are the largest producers of two wheelers in the world. The

total production of two wheelers in Japan in 2005-06 was O0,7 ,65 while India produced

7600
0O.

33$*()/
&(*/,
("#',%$0 comprises of units engaged in manufacturing and selling of

commercial motor vehicles. The commercial vehicles include light commercial vehicles, rigid

vehicles, articulated trucks, buses and non-freight carrying truck. United States, Japan and China

are the largest manufacturers of commercial vehicles in the world. The global market share for

commercial vehicles in 2005 was £4.34bn, which is expected to rise in the coming years.

%(/(%0
&(*/,
("#',%$0 consists of units engaged in manufacturing and selling of Sports

Utility Vehicle and the Multi Utility Vehicles. The key utility vehicles manufacturing regions of

the world are North America, Europe, China and India.



:

The automotive industry is witnessing tremendous and unprecedented

changes these days. This industry is slowly and gradually shifting towards Asian countries,

mainly because of saturation of automobile industry in the western world. The principal driving

markets for Asian automotive industry are China, India and ASEAN nations. Low cost vehicles

namely scooters, motorcycles, mopeds and bicycles have led to the massive growth of some of

the fastest developing economies like China and India. The future of automotive industry in the

Asian countries such as Thailand, Philippines, Indonesia, and Malaysia is bright and promising

because of the ASEAN free trade area under which the export tariffs are very less.

The future seems encouraging for this industry in terms of the expected

surge in global demand and upsurge in investments. Several trends such as over-capacity in
 developed markets, globalization, technology advances, regulation and environmental

consideration, and market fragmentation and product proliferation will result in the rapid growth

of this sector.

(%$)%'$
$?(-

MyTVS

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i  

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³To remain in the prime position in the field of automobile distribution business by

extending dedicated service to its clientele´

0


T.V. Sundaram Iyengar & Sons Limited established in O OO, is the parent and

holding company of the TVS group. TVS & sons ltd is the largest automobile distribution company in

India with a turnover exceeding US $ 450 million (over RS. O5,000 million). It employs over 500

persons. The company operates through three divisions TVS & Sons Sundaram motors and Madras

auto service. We are part of the renowned TVS group, with core values of Quality, Service and

Reliability. TVS & Sons is the parent company that handles distribution and dealership. The

customer centric business division was formed to reach out to customers through an independent

integrated multi-brand car service solution that focused on the car customers and their needs. That¶s

how µ0¶ was born! 0 was launched in Tamil.Nadu in 2003, and it provides multi-brand
independent after market integrated service solution for car consumers. We are proud to have a

relationship brand with two core values-³$',%
=

/)%(",&(.´

 iic
   
 c 

ii
i

 c   i   c Ä  MyTVS aims to satisfy the total

service needs of a car owner. It is customer centric business.

Structure of MyTVS,




 

 
 
 
 


  
  

 



 




  
 

 !"#



 0
//
)$
$?(*96

MyTVS All Car Service, a revolutionary concept with new millennium

features is the latest Introduction from the TVS group for servicing new generation cars. The

engineering know how of new generation cars like Santro, Indica, Maruti & Fiat UNO, differs

from each one and only an expert mechanic can understand its language, communicate with its

technology and fix problems and fix problems with an appropriate spares. At first they do only

Fiat car services, but it is expanded and they now do multiband cars also,

&
!//-("
)$
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!
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 PO37D

 PO3
D

 OO
NE

 UNO

 SIENA/PALIO

 PETRA

The cars other the fiat cars are under the multi-brand cars category. Some of them

are as follows,M
00, Bolero, Omni, Quails, Indica, Indigo, Esteem, Ford, Astra, Ambassador,

Sumo, Santro, Lancer, Wagon R etc,The Multi-brand cars has been divided into various

segments for easy car service the following are the car segments,
A-Segment B-Segment C-Segment D-Segment

/% $#
*"

M
00
Sonata
Zen (")F+/(

Omni

Wagon R )"*$
Honda CRV
PO37D

Esteem Ë')(/,

PO3
D

Uno )!)$(
Skoda
Ambassador

Santro **"%

OO
NE
Mondi
Indica ,%$)F $,



Getz *$.(F/$


Mercedes Benz
Swift )/"F"#(



Sumo/Spacio )$(")
Honda Accord


+%$)



Camry/Corola
"#)
*(%0

&
*)$
,3"%,
*)"
1
*)%$(C#
'"#$
%&
*,%
!
%&
.$#'*%
 **,,(1/
)/' 

There is a difference between car service in authorized workshop and the other

mechanics. The whole experience associated with car servicing may not be ³pleasant´ with

maintenance bills running into pages and little technical knowledge about the parts replaced or

repaired, the car owner always had a nagging fear if the replacement was necessary. If he has
more than one he should go to different workshops because they are of different brands he

always preferred the workshop to be close to his place of work or reside and the workshop took

the car for service and delivered it back. All plans hinged on car delivery goes for a six when his

car is not available on committed time. To take care of such customers needs TVS has brought in

MyTVS All Car Service. In this, the customers can get any brand of car, any model, any

service, problem attended with MyTVS, keeping the car maintained without the woes is easy.

MyTVS have a wide network of workshops across Tamil Nadu, Kerala, Andhra Pradesh and

Karnataka to ensure easy accessibility of quality car service center. MyTVS provides rigorous

training to all franchisee technicians to service all brand of cars. MyTVS have standardized

quality standards and there are regular checks to ensure that it is adhered to MyTVS franchisee

officers will constantly monitor the billing, quality standard and correctness of the spare parts

used at each of the franchisee outlet. To ensures that only quality parts are fitted into the cars

only TVS approved spare parts are used at all centers. MyTVS conducts annual customer

satisfaction studies and conducts mystery customer audit to evaluate the customer satisfaction

and implement necessary corrective actions.

In this All Car Service, the service can be divided into three ways,

! Body shop work

! Fiat car work

! Multi brand cars work

There are six service advisers involved in the service function, among them three

are handling front office work and three are handling back office work, other than that one CRM

executive will be there to help them to coordinate all their work successfully.
aunctional Structure of All Car Service.
&(*/
"%$0

It is the first stage of every car service different type of service engineers can make the car

entries, according to the type of the particular car which has to be serviced in ³My TVS ALL

CAR SERVICE´


i

  i

The second step is analysis of job, that is the service engineers are deeply examine the vehicle

and find out the problems occurred on the car and then get the oral confirmation regarding the

problem from the customer. If the engineers have no idea about the problem they do the ³Road

test´. It is nothing but, the particular car (or) vehicle has been driven by the technicians along

with the customers and engineers to fetch actual complaints in the car or vehicle

,%(3)%("
!
%&
-$<9

After finding out all the problems the service engineer will prepare the estimation that is how

much money has to be spent to service the car.

..$?#9

The next thing is that getting approval from the customer for doing the service at the estimated

cost. There are O3 step processing in the My TVS All Car Services« given the O3 promotion

stage.
 Inspection/ 
reception
Vehicle entry The work Approved

Delivery Settlement Inventory/

of bill by the Job card entry
customer



÷



 
Job
allocation

Body shop Mechanical

Work Work

Rework
Inspection
it problem
 )$<%("
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i 

ii i


Marketing business development is that which helps to develop the business ie., All Car

Service. It is also known as one to one marketing. It involves use of mail, telephone, Fax, Email

and other non-personal methods to communicate directly with customers, to do marketing. We

can also call it as a green marketing, because it means development, pricing, promotion and

distribution of products make environmentalism profitable.

TVS offers service to all the people. Other than the own outlet, TVS have arrange

Franchisees for the customer convenient. Franchisee is that nothing but the private service

centers who are taken dealership with TVS for rendering service. For this purpose TVS appoint

franchisee officers collect the customers to the franchisee. Franchisee must be get the parts from

TVS own outlet. Some of the franchisee are Amirthakumar Motors, Sivaram Car Care, India

Motors, Sivaraj Motors, Speedy Car Care Etc.,

&)""/,
!
)$<%("9

f Face to Face Marketing

f Direct mail Marketing

f Telemarketing
 "
$?(*,
/#
+/)%("'3


Free Emergency Breakdown Assistance 6 times Unlimited

5
Arrangement of fuel during emergency # #

Free car to car towing to the place of

A
** Upto Rs.750/-
customers choice

Free cab service in case of

B
** Upto Rs.750/-
breakdown/accident

Wrecker service in case of breakdown


** **
/accident

Labour charges discount on mechanical &


N.A N.A
electrical jobs at My TVS outlets

** Services available at nominal cost. # At actual cost

**** The SILVER & E-GOLD Memberships, which are not mentioned above are available

through On-line membership.

 &
331$,&(.
(,
1),#
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 /#
)$#


D

,5

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+/)%("'3


/#
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+/)%("'3
G

O Free Emergency break 6 Times Unlimited 6 times Unlimited

down assistance

2 Arrangement of fuel # # # #
during emergency

3 Free car to car towing to Free up to Free up to

the place of customer¶s * O00Kms * O50 Kms
Choice

4 Free cab service in case of Up to Up to

breakdown/accident * Rs.750/- * Rs.O000/-

5 Wrecker service in case of

breakdown/accident * * * *

6 Labour charges discount

on mechanical &
Electrical jobs at My TVS N.A N.A 25% 25%
outlets


H$?(*
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)
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*,%




HH
"#(%(",
)../0

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 Free emergency breakdown assistance for six times in one year

 Arrangement of fuel during emergency at actual cost

 Free car to car towing to the place of customers choice at a nominal cost.

 Free cab(Taxi) service in case of breakdown/accident at a nominal cost

 Wrecker service in case of breakdown/ accident at a nominal cost

+/)%("'3
*)$#9

 Free emergency breakdown assistance for unlimited times in one year

 Arrangement of fuel during emergency at actual cost

 Free car to car towing to the place of customer¶s choice up to O00 kms

 Free cab service in case of breakdown/accident up to Rs.750/-

 Wrecker service in case of breakdown/accident at a nominal cost.

/#
+/',9

 Free emergency breakdown assistance for 6 times in one year

 Arrangement of fuel during emergency at actual cost.

 Free car to car towing to the place of customer¶s choice at a nominal cost.

 Free cab (Taxi) service in case of breakdown/accident at a nominal cost.

 Wrecker service in case of breakdown/accident at a nominal cost

 Labor charges discount on mechanical and electrical jobs at My TVS outlets for 25%

+/)%("'3
+/',9

 Free emergency breakdown assistance for unlimited times in one year

 Arrangement of fuel during emergency at actual cost.

 Free car to car towing to the place of customer¶s choice up to O50 kms

 Free cab (Taxi) service in case of breakdown/accident up to Rs.O000/-

 Wrecker service in case of breakdown/accident at a nominal cost.

 Labor charges discount on mechanical and electrical jobs at My TVS outlets (25%
discount).
 CHAPTER 4

DATA ANALYSIS

  
 


+
 





The data after collection has to be processed and analyzed in accordance

with the outline laid down for the purpose at the time of developing the research plan. This is

essential for a scientific study and for ensuring that we have all the relevant data. A Processing

implies editing, coding, classification and tabulation of collected data so that they acquiescent to

analysis.

The term analysis refers to the computation of certain measure along

with searching for pattern of relationship that exist among data groups thus ³ in the process of

analysis relationship or difference supporting or confliction with original or new hypothesis

should be subjected to statistical test of significance to determine with what validity data can be

set to indicate any conclusion´.

Analysis of data in general way involves a number of closely related

operation that or perform with purpose of summarizing the collected data an organizing them in

such a manner.

First Analysis is done to know about the awareness of the system in the

organization. For this the following questionnaire is prepared which was filled by the customer

services the following outcomes are interpreted.

 Ë',%("")($

Ë

**'.)%("

)  +$(?)%
3./0
1
?$"3"%
3./0
*
',(",,
3)"

49 4-
4-
In Percentage
49

-

9

6- 69

69

/,)
-

+,1.
&+01.
:*
,

Chart 4.1

")/0,(,96

$%&''&()%)*+,'$,&*&%-&,'.&.*',&,..&,/$0$1,2&3&%$1

4-5 .&.' , $, $3 , .+, 1.'&30 65 .&.' , $, )&+01.'&3 &$

1,).&.'4-5,$,7* 1,0

"%$.$%)%("96

8&1$%&''&()),.$/,7,$,$1,2&3&%$.&.'($&,/&1)&$

+/,&,7*1,0

Q2) '31$
!
!)3(/0
331$,J

)  65


1

56B

*

B6

#


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)1?

Chat no:-4.2
The number of people using car

$
95
4-5
4-5
45
495

-5

95
5
6-5

695
5
-5
65
95
6& & &< <,7&+

ANALYSIS: 

!$,;$1,7&*$&0&%%,1'3117$/&1&;&($,$,5

.&.'$,+6&11704-5$,+&117045$,+&<117,&'365

$,+1&$,<%,1'31170

INTERPRETITION:-

" $ 7, &% ,+,',7' ,, ( /, . $,  $& $,+) , %,1'3 = &%  /, ,'3 ,;

+/  73

3   > ,'& * $ %,1'3 &% <0&>  /','3+7' $, ,'' /,)& &%

%,1'/,+/$0
Q3) -&(*&
*)$
#
0'
&)?J

3"%

F
3"%

F
3"%

F
3"%


Chat no:-4.3

Percentage of segmented cars

495
495

-5 95 95

95

6-5 6

695 -5

-5

95
) ): ) )

")/0,(,96

When I asked them about which car they are having. Then 20% people said that they

have segment A, and 30%have seg B 20% people also have seg C and only 5%people have seg

D car.

"%$.$%)%("96

On the basis of that data collected it can be interpretate that segment B cars
are more liked by the customers.
Q4) -
#(#
0'
*3
%
<"-
)1'%
%&
0

//
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$?(*,J

)  -,
.).$
1

*

)#(
#
!$("#,&(.

*)3.

Chat no: - 4.4

Brand awareness

Interactive graph of brand awareness of MY TVS all car service

49
49

- 9

9

6- 69 69 :,,(,

69 -

9
(.,. '+& ,& 8$. ,1.

")/0,(,96

When i asked them about how they know about My TVS All Car Services differed

people said different mode (O0% newspaper), (O0% television), (5% radio), (30% friendship),

(20% camp), so most of them know the services friendship only.

"%$.$%)%("96

 On the basis of that data we can interpret that majority of the customers are

knowing about My TVS all car services through their.friends, relationship.This means that My

TVS have to focus on advertisement,more because it is the most growing sector.

Q5) !$
-&)%
.'$.,
%&
?&(*/
(,
',#J

)  !!(*()/



1

.$,")/




*

%$)?/("

Chat no:-4.5

Purpose of vehicles used

49
49 -

- 9

9

6-
*.&&%+$/'*

69

9
"%%/,'
&,' ,+')

Analysis:-

The following figure reveal that out of 75 total population approached. The

majority of them ie 25 people said that they use it for (official purpose), 30 (personal

use), 20 (travelling purpose) .

Interpretation:-
 From the following analysis it can be said that the majority of the people use cars

for personal use only, that means they are using it for their luxury.

Q6)
-&)%
(,
%&
.$1/3
0'
*3
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a) Engine problem b) Battery problem c) Mileage problem d) Others

Chat no:-4.6
General problem when using the vehicle

prob-vech
49

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The following figure reveal that out of 75 total population approached. The

majority problem are coming e-prob20,b-prob30,m-probO0,O5other problem are coming

for the services in My TVS All Car Services.

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 From the following analysis it can be said that the majority of the problem are

coming for b-problem, so My TVS can focus on this particular area for increasing it¶s

service.

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a) Rs.O000 to 2000/-- b) Rs.2000 to Rs.4000/-- c) Rs.4000 and above

Chart no:-4.7
Percentage of average maintenance cost

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The following figure reveal that out of 75 total population approached. The

majority Maintenance cost for per month O000 to 2000 is 20%, 2000 to 4000 is 30%,

4000 above is 25% .

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 From the following analysis it can be said that the majority of the maintenance

cost per month is between 2000 to 4000.

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a) 0-Oyear b) 2-7year c)
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Chat no: - 4.

The customer owned the vehicle

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The following figure reveal that out of 75 total population approached. The

majority Owned the vehicle (0 to O yr.O0), (2 to 7yr.25), (
to O2yr.25), (O3 to O5yr.O5) .

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 From the following analysis it can be said that majority of customers coming to

the service station are owing their vehicle for more than 5 yrs & continuing services till

O2 yrs.

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a) Excellent b) Good c) Fair

Chart no:-4.
Feel about the service engineers


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From the above interactive graph of opinion regarding service engineers efficiency,

most of the customers opted for good service, but survey researcher provided options from

lowest of fair to the highest of excellent. In this regard department manager can re engineer

about the effectiveness of service to improve from good service to excellent service.

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 From the following analysis it can be said that the majority of the customers have

not rated the service engineers in excellent category. They are simply rated them

good.My TVS should keep this point in mind, & try to increase the efficiency level of the

service engineer.

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Chat no: - 4.O0


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The following figure reveal that out of 75 total population approached. The

majority of people say that they have visited (0 to O - O5), (2 to 3 - O
), (4 to 5 -20), (5 to

7 - 22) .

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From the following analysis it can be said that the majority customers are coming

to service station more than 5 times in 2 years. This emphasize that service should

upgrade more to make the satisfaction level reach the most.

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Work shop infrastructure/reception

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The following figure reveal that out of 75 total population approached. The majority of

the
people say that average with a slight variation saying it as yes.That is 30% for average.

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From the following analysis it can be said that the majority of the people say that

average in work shop.

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The following figure reveal that out of 75 total population approached. The majority of

the
people say that employee behavior is good. They din¶t rate them to very good.

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From the following analysis it can be said that the majority of the customers said

it is good, so to improve the business it must focus on this ground also.Because if the

customers are not satisfied with the employees behavior , the organization can¶t run.

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Chat no:-4.O3
Overall performance

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the
people say that overall performance is the highly satisfied is 30 , next rating is for

satisfactory that is 25 .Dis-sO7, while
for his-dis-s .

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From the following analysis it can be said that the majority of the customers are

satisfied with the overall service of My TVS.

CHAPTER 5
 
 
=



 ËUESTIONNAIRE



From the analysis and observation of interactive graph of spss version O5.0, it is understood that,

there are certain areas where service center is providing good service but there are certain areas

where improvement is required for attracting customers. The analysis of the above variables

individually is as follows,

O. Minimum and Maximum number of cars owned by the owner to whom I have

interviewed are O and 4 cars, but from the table descriptive statistics it shows that out of

75 cars, on an average there are 2 or 3 cars owners is found

2. Most of the customers are personal use car owners; need to attract business people and

government people to increase the sales services.

3. Segment B car owners are mostly the customers for MY TVS all car services.

4. Mileage problem customers are complaints more, department manager has to look in the

problem to solve.
 5. From the above interactive graph of opinion regarding service engineers efficiency, most

of the customers opted for good service, but survey researcher provided options from

lowest of fair to the highest of excellent. In this regard department manager can re

engineer about the effectiveness of service to improve from good service to excellent

service

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Based on the study conducted titled ³services effectiveness´ the following suggestions

are put forth for perusal and implementation.

 It is suggested that prompt attention and sincere service is mandatory.

 It is suggested that front office employees and technicians to be made standard.

 It is suggested that to appoint some more trained technicians

 It is suggested that good advertisement is needed

 It is suggested that to appoint some more service engineers

 It is suggested that development in car parking place is needed

 It is suggested that to ensure the safety for tools of customers

 It is suggested that to improve the mobile network coverage

  It is suggested that to provide the water facilities and air conditioning facilities inside the

customers lounge

 It is suggested that to reduce the labor charges

 It is suggested that same complaints not to be repeated continuously

 It is suggested that to increase the work speed in front office

 

My TVS has launched their various services which is already doing very well in the southern

India.My TVS has good brand image. But in the Indian context the service of the station is not

doing very well & it¶s market share is also falling . According to my survey I conclude that in

southern India it is perfrming well. This research helps me to improve my hidden potential to

succeed in my carrier. This helps me to use my theoretical knowledge in practice. On a personal

side it gives me a chance to understand different people¶s mindset and to gain some market

knowledge.
 ËUESTIONNAIRE

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Customer Signature:
Date:
Place:
Survey Conducted By: Mr.Sri.S.Vigneshwaran Naidu B.B.A P.G.D.M
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PHILIP KOTLER - MARKETING MANAGEMENT.

JOSHI & MAMORIA - PRINCIPLES AND PRACTICE OF

MARKETING INDIA.

SUJA.S.NAIR - CONSUMER BEHAVIOUR0

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