TVS MOTOR COMPANY

INTRODUCTION
It gives me an immense pleasure to present you this entire project. The topic Is A
STUDY REPORT ON CUSTOMER SATISFACTION AND SERVICE ANALYSIS
OF MANICKBAG TVS IN BELGAUM CITY the study is undergone at Manickbag
TVS.
The project report focuses on customer satisfaction and post sale services, of
Manickbag TVS motors. A to heeler shoroom in !elgaum city.
BABASAB PATIL "age#$
TVS MOTOR COMPANY
EXECUTIVE SUMMARY
Topic of the study% &A study report on customer satisfaction and service analysis of
Manickbag TVS in !elgaum city'
Need for study
To understand the satisfaction level of the customer regarding the service provided by
Manickbag TVS, to understand hat are the customer re(uirement and improvement
re(uired by them in service .
O!"e#t$%e of t&e study
To kno the customer satisfaction level toards services of Manickbag TVS.
.To kno the problems presently faced by the customers at Manickbag TVS.
To study the post sales service performance.
To kno the ne area of improvement.
Rese'r#& Des$()
"rimary Source% )uestionnaire * "ersonal interaction.
Secondary Source% +ompany data through Internet.
Sample Si,e% $-- customers
.ocation% !elgaum.
BABASAB PATIL "age#/
TVS MOTOR COMPANY
Out #o*e + Be)ef$ts of t&e study
The outcomes of the this project ould give the 0rgani,ation a clear understanding about
the customer feedback as ell as there satisfaction level and also to understand hat the
problems faced at the time of service. 1ith the help of this study report the organi,ation
come to kno the customer feedback and make improvements in the re(uired area.
LITERATURE REVIE,
A!out #usto*er s't$sf'#t$o)
+ustomer satisfaction occurs hen the e2perience obtained from transaction match
e2pectation. +ustomer may forget e2perience that match e2pectation although, customers
ill generally notice and also remember those e2perience that deviated from e2pectation.
This stage is particularly knon as dissatisfaction results in to a feeling of dissonance in case
here an e2perience obtains from product3sendee falls short of e2pectations.
In opposite situation i.e. state of satisfaction it may result in to repurchase of product
3service as case may be.
0ne has to accept the fact that people i.e. employee in an organi,ation play a crucial role in
determining, and delivering of the level of service (uality and ultimately consumers
satisfaction. It has been observed that even manufacturing organi,ation have gradually
reali,ed the fact that along ith tangible offering, intangible customer service the only
possible distinct ay to cerate a point of differentiation and positioning in to the
competitors. It is needless to state companies need to manage customer contact effectively
here the desired outcome is a satisfied customer.
BABASAB PATIL "age#4
TVS MOTOR COMPANY
+ustomer5s satisfaction data customer data provides early arning sing of problems before
they sho up in revenue and don in profit.
BABASAB PATIL "age#6
TVS MOTOR COMPANY
Custo*er s't$sf'#t$o)
+ustomer satisfaction is the to success. 7etting your customer to tell you 1hat8s good
about your products or services, and here you need improvement 9elps you to ensure
that your business measures up to their e2pectations. The Attached file contains a
customer satisfaction survey form designed to help gather. This important information . it
as designed to make it easy for customer to fill out and To make it easy for you to
(uickly customi,e to e2actly match your company activities.
It also includes suggestion for distributing the form. :nsuring that customer that ill
;eturn the form, and folloing up on comments.
-ere 're ' fe. /r$)#$/0es ($%e) !y Ste%e s*$t&.
The goal is to e2ceed customer e2pectation.
The more the employee satisfaction, the more the customer satisfaction.
+ustomer satisfaction is necessary, but not sufficient ho many times do
satisfied customer sitch brands< Anser, a lot.
All initiative must be derived from defined problems. =or instance ,
dissatisfied customers don8t buy. That8s an e2ample of a clear problem.
BABASAB PATIL "age#>
TVS MOTOR COMPANY
Initiative must produce either measurable or conceptual benefits. ?istinguish
beteen the to benefits types.
The plan must be clear and congruent.
The plan must be resonate ith the V" and at least a minority of managers ho
agree ith the objective and initiative.
The folloing items amplify customer satisfaction given by stevesmith
)uality of a company8s product and service.
)uality of the relationship beteen the co agent the customer.
;esponsiveness
Thoroughness
+reativity
BABASAB PATIL "age#@
TVS MOTOR COMPANY
STATEMENT OF T-E PROBLEM
MANAGEMENT PROBLEM
Through this project, the sales and operation manager ant to kno the post sales service
performance and to analy,e the satisfaction level by the feedback of the customers. To
kno the (uality of service and improvement to be made in the service provided by
Manickbag TVS.
Rese'r#& /ro!0e*
To find the problems faced by the customers and to kno the ne area of improvement
ith the help of customer feedback.
Through this project, the sales and operation manager ant to kno the post sales service
performance and feedback of the consumers, 0rgani,ation ant to kno the (uality of
service and improvement to be made in the service provided by Manickbag TVS
Pur/ose of t&e Study To understand the satisfaction level of the customer regarding the
service provided by Manickbag TVS, to understand hat are the customer re(uirement
and improvement re(uired by them in service .
BABASAB PATIL "age#A
TVS MOTOR COMPANY
S#o/e of t&e study !elgaum +ity.
O!"e#t$%es of t&e study
To kno the customer satisfaction level toards services of Manickbag TVS
To kno the problems presently faced by the customers at Manickbag TVS
To kno the post sales service performance.
To kno the ne area of improvement.
BABASAB PATIL "age#B
TVS MOTOR COMPANY
ORGANI1ATION C-ART
+hairman
CShashikant MirjiD
Managing ?irector
C;amesh ShahD
?irector
Sheel Mirji Sapnil Shah
TVS Sales TVS Service
BABASAB PATIL "age#E
TVS MOTOR COMPANY
BABASAB PATIL "age#$-
;amesh
!ilagiC;T0 +o#
coordinator D
Shiva
CAssistantD
Mechanics Mechanics
Mr. Fennedy CSales
ManagerD
;akti !ack Coffice
e2ecutiveD
"rasad CSales
:2ecutiveD
!harat CSales
:2ecutive D
Vinayak
CSupervisionD
Tousif
CSupervisorD
TVS MOTOR COMPANY
ORGANISATION PROFILE
Game of the 0rganisation % Manickbag TVS
Address of the company % Manickbag TVS
4@-, ?harad ;oad
!elgaum.
Hear of :stablishment % $EB4
!oard of ?irectors % Shashikant Mirji C+hairmanD
;amesh Shah CM?D
Sheel Mirji C?irector TVS salesD
Sapnil Shah C?irector TVS salesD
BABASAB PATIL "age#$$
TVS MOTOR COMPANY
MANICKBAG TVS MOTORS
Manickbag TVS motors is a part of Manickbag Automobiles Manickbag automobiles is
one of the major automobile dealers in !elgaum city, is located at 4@-, ?harad road,
hich is spread into various diversified, rum by to of the eminent families, Mirji family
and Shah =amily. Though the people of !elgaum may kno it just in the name of dealer
of automobiles but it has spread it net into various business units. So let me tell its profile
right from beginning of its inception if the foundation of the business it started ith.
T&e -$story
$E/-% the business stared ith the landmark if mill and oil mill.
$E>-% one of partners being educated in the field of engineering ith mechanical and
electrical stated ith the business in automobiles.
$E>$% Manickbag automobile came into light, kno for dealers in automobile.
$E>6% Manickbag automobiles got the dealership of MI+0 and ":;FIG7S :G7IG:S.
BABASAB PATIL "age#$/
TVS MOTOR COMPANY
:G7IG:S.
$E>B% Manickbag automobiles came the big screen by getting the dealership of Ashok
.eyland Cheavy commercial vehiclesD from hinduja groups. Along ith the dealership of
Ashok .eyland, Manickbag even stepped in the dealership of international tractors.
$E>E I@-% Strated ith machine shop in the name of Manickbag garage and industries.
$EB4 I B6% 7ot the dealership of to heelers from TVS automobiles and strated ith
dealership of TVS mopeds, later ith motorbike#IG? SJKJFI, and finally also ith
dealership scooterettesL TVS scooty, Su,uki fiero, victor.
$EE/ # 7ave up the dealership of Ashok .eyland Cheavy commercial vehiclesD of the
hinduja group and diverting toards TATA M0T0;S. 1here it had the various types of
vehicles to the customer, .+V#light commercial vehicle, 9V+#9eavy commercial
vehicles, MJV#Multi Jtility Vehicles, "+?#"assenger +ar ?ivision, since from the year
$EEB.
Apart from the above#mentioned business diversified taken up by Manickbag
automobiles. It also has the dealership of !0S+9, mico !laupaunkt C+ar stereoD also
runs a pollution check center approved by the government of Farnatak and ;T0.
9ead office of Manickbag automobile if situated in 9ubli here it again deals ith TATA
vehicles C.+V, 9+V, MJV, "+?D. Apart from having the head office, Manickbag
automobiles has it branch office at Ankola and !ijapur alsoL..
BABASAB PATIL "age#$4
TVS MOTOR COMPANY
TVS GROUP
TVS 7roup as established in $E$$ by Shri. T.V. Sundaram lyenger. As one if India8s
largest industrial entities it epitomi,es Trust, Value and Service.
TVS Motor +ompany .imited, the third largest to#heeler manufacture. In India and
among the top ten in the orld, ith an annual turnover of over JS? @>- million.
The year $EB- is one to be remembered for the Indian to#heeler industry, ith the roll
out of TVS >-, India8s first to#seater moped that ushered in an era of affordable
personal transportation. =or the Indian Automobile sector, it as a break through to be
etched in history.
TVS Motor +ompany is the first to#heeler manufacture in the orld to be honored
ith the hallmark of Mapanese )uality IThe ?eming "ri,e for Total )uality Management.
TVS Motor +ompany .imited is one of the largest to#heeler manufactures and also
among the fastest groing companies in the country. It is the largest manufacturer of sub
$--cc C>-cc, @-cc * A-cc categoryD /#heeler in the orld.
It has the uni(ue distinction of having sold nearly 6 million the highest ever in India. It
e2ports its range of products to $A countries orldide. Its unrelenting pursuit of
customer satisfaction in all aspects if manufacturing of /#heeler is reflected in over @
million satisfied oners of mopeds, motorcycles and scooters. Its 6--- highly motivated
employees manufacture high (uality vehicles from to manufacturing plants in 9osur
and Mysore, ith a ide dealer netork of around 6$-.
BABASAB PATIL "age#$6
TVS MOTOR COMPANY
Produ#ts
To 1heelers in India as set up as a joint venture beteen TVS and ?unlop, JF in
$E@-. The company supplies heels as 0riginal :(uipment to all major vehicle
manufacturers in the country. 1heels India is entering into collaboration ith Titan, the
orld leader in off#highay vehicle heels relating to earthmoving, construction and
agricultural e(uipment. Manufacturing "lants are located at +hennai, Tamil Gadu,
;ampur, J" and ;anjangaon, Maharashtra. 1heels India has a orkforce of $--.
Produ#ts ')d Ser%$#e
1heels for commercial vehicle, cars, jeeps, tractors construction e(uipment 3 earth mover
and defense vehicle, ire heels for e2port and air suspension systems for commercial
vehicle.
L'u)#&ed Mode0s
$. India8s first / seater >-cc Moped TVS >-, launched in Aug $EB-.
/. =irst Indian +ompany to introduce $--cc Indo#Mapanese motorcycles in Sept
$EB6.
4. .aunched India8s first indigenous Scooterette Csub#$-- cc variomatic scootersD,
TVS Scooty in Mune $EE6.
6. Introduced India8s first catalytic converter enabled motorcycle, the $$-cc Shogun
in ?ec $EE@.
>. .aunched India8s first >#speed motorcycle, the Shaolin in 0ct $EEA.
@. .aunched TVS =iero, India8a first $>- cc, 6 stroke motorcycle, in April /---.
.aunched TVS Victor, 6#stroke $-- cc motorcycle, in august /--$N India8s first fully
indigenously designed and manufactured motorcycle.
BABASAB PATIL "age#$>
TVS MOTOR COMPANY
A. .aunched TVS +entra in Manuary /--6, a orld#class 6#stroke $-- cc motorcycle
ith the revolutionary VT#I :ngines for best#in#class mileage.
B. .aunched TVS Star in Sept /--6, a $-- a motorcycle hich is ideal for rough
terrain.
Produ#ts
TVS Victor
6#Stroke, $/>cc, performance motorcycle ith VT#I technology.
BABASAB PATIL "age#$@
TVS MOTOR COMPANY
TVS Apache% 6#Stroke, $>-cc high performance motorcycle.
TVS Scooty% 6#Stroke, E-cc scooterette for the ne generation.
TVS +entra% 6#Stroke, $>-cc premium performance motorcycle.
BABASAB PATIL "age#$A
TVS MOTOR COMPANY
TVS Star% 6#Stroke, $--cc value for money economy motorcycle for good mileage and
rugged terrain.
BABASAB PATIL "age#$B
TVS MOTOR COMPANY
-ISTORY OF T,O2 ,-EELER INDUSTRY IN INDIA
According to a study conducted by global consulting firm =rost and Sullivan, the to#
heeler industry ill be the fastest#groing segment of the Indian automobile industry.
The study said that of all personal transportation vehicles, the motorcycle segment ill
gro the fastest, folloed by passenger cars.
Automotive sales in the country ill get a boost from cuts in the e2cise duty, ne model
launches, higher disposable incomes and a changing consumer mindset. The Indian
automotive market is no a buyers market and the general economic slodon makes
it imperative for industry participants to stay ahead of demand trends, said the firm.
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
Two
wheelers
Passenger
vehicles
Comercial
vehicles
Three
wheelers
Series1
Two wheelers 78.63%
Passenger vehicles 10.44%
Commercial vehicles 4.03%
Three wheelers 3.90%
BABASAB PATIL "age#$E
TVS MOTOR COMPANY
To#heelers% Market Si,e * 7roth
In terms of volume, 6,@$4,64@ units of to#heelers ere sold in the country in
EM=H/--> ith />@,A@> units e2ported. The total to#heeler sales of the Indian
industry accounted for around AA.>O of the total vehicles sold in the period mentioned.
After facing its orst recession during the early $EE-s, the industry bounced back ith a
/>O increase in volume sales in =H $EE>. 9oever, the momentum could not be
sustained and sales groth dipped to /-O in =H $EE@ and further don to $/O in =H
$EEA. The economic slodon in =H $EEB took a heavy toll of to#heeler sales, ith
the year#on#year sales CvolumeD groth rate declining to 4Oo that year. 9oever, sales
picked up thereafter mainly on the strength of an increase in the disposable income of
middle#income salaried people Cfolloing the implementation of the =ifth "ay
+ommission5s recommendationsD, higher access to relatively ine2pensive
financing, and increasing availability of fuel efficient to#heeler models.
Gevertheless, this phenomenon proved short#lived and the to#heeler sales declined
marginally in =H/--$. This as folloed by a revival in sales groth for the industry in
=H/--/. Although, the overall to#heeler sales increased in =H/--/, the scooter and
moped segments faced de#groth. =H/--4 also itnessed a healthy groth in overall
to#heeler sales led by higher groth in motorcycles even as the sales of scooters and
mopeds continued to decline. 9ealthy groth in to#heeler sales during =H/--6 as
led by groth in motorcycles even as the scooters segment posted healthy groth hile
BABASAB PATIL "age#/-
Segmental Growth of the Indian Two Wheeler Industry
TVS MOTOR COMPANY
the mopeds continued to decline. =igure $ presents the variations across various
product sub#segments of the to#heeler industry beteen =H$EE>and=H/--6
BABASAB PATIL "age#/$
TVS MOTOR COMPANY
De*')d dr$%ers
The demand for to#heelers has been influenced by a number of factors over the past
five years. The key demand drivers for the groth of the to heeler industry are as
follos%
Inade(uate public transportation system, especially in the semi Iurban and rural
areasN
Increased availability of cheap consumer financing in the past 4#6 yearsN
Increasing availability of fuel Iefficient and lo#maintenance modelsN
Increasing urbani,ation, hich creates a need for personal transportationN
+hanges in the demographic profileN
?ifference beteen to#heeler and passenger car prices, hich makes to#
heeler the entry Ilevel vehiclesN
Steady increase in the per capita income over the past five yearsN and
Increasing number of models ith different features to satisfy diverse consumer
needs.
BABASAB PATIL "age#//
TVS MOTOR COMPANY
1ith the demand drivers listed here operate at the broad level, segmental
demand is influenced by segment# specific factors.
BABASAB PATIL "age#/4
TVS MOTOR COMPANY
MARKET C-ARACTERSTICS
DEMAND
Se(*e)t'0 #0'ss$f$#'t$o) ')d C&'r'#ter$st$#s
The three main product segments in the to#heeler category are scooters, motorcycles
and mopeds. 9oever, in response to evolving demographics and various other factors,
other sub#segment emerged, vi, scooterettes, gearless scooters,and6#stroke scooters.
1hile the first to emerged as response to response demographic changes, the
introduction or 6# stroke scooters has folloed the imposition of stringent pollution
controls norms in the early /---, !esides, these prominent sub# segments, product
group ithin these sub# segments have gained importance in the recent years. :2amples
include $/>cc motorcycles ,$--#$/> cc gearless scooters, etc. The characteristics of each
of the three broad segments are discussed.
T.o2,&ee0er Co*/'r't$%e C&'r'#ter$st$#s
S#ooter Motor#y#0e Mo/ed
"riceP C;s. as in
Manuary /-->D
Q//,--- Q4-,--- Q$/,---
Stroke /#stroke,6# Stroke Mainly 6#stroke /#stroke
:ngine
+apacityCccD
E-#$>- $--,$/>, Q$/> >-,@-
Ignition Fick3electronic Fick3:lectronic Fick3:lectronic
:ngine "oerCbphD @.>#E A#B and above /#4
1eightCFgD E-#$-- Q$-- @-#A-
=uel :fficiency
Ckms "er literD
>-#A> >-#B-R A-#B-
.oad carrying 9igh 9ighest .o
BABASAB PATIL "age#/6
TVS MOTOR COMPANY
.oest
BABASAB PATIL "age#/>
TVS MOTOR COMPANY
Se(*e)t'0 M'r3et S&'re
The Indian to#heeler industry has undergone a significant change over the past $- years
ith the preference changing from scooters and mopeds to motorcycles. The scooters
segment as the largest till =H $EEB, accounting for around 6/O of the to#heeler sales
Cmotorcycles and mopeds accounted for 4AOD and /$ O of the market respectively, that
yearD. 9oever, the motorcycles segment that had itnessed high groth Csince =H$EE6D
became larger than the scooter segment in terms of market share for the. first time in
=H$EEE. !eteen =H$EE@ and EM=H/-->, the motorcycles segment more than doubled
its share of the to#heeler industry to AEO even as the market shares of scooters and
mopeds stood loer at $@OQ and >O, respectively.
BABASAB PATIL "age#/@
TVS MOTOR COMPANY
Trends in Segmental Share in Industry Sales (FY1996-9FY!""#$
1hile scooter sales declined sharply by /BO in =H/--$, motorcycle sales reported a
healthy groth of /-OD, indicating a clear shift in consumer preference. This shift, hich
continues, has been prompted by to major factors% change in the country5s demographic
profile, and technological advancements.
0ver the past $-#$> years the demographic profile of the typical to#heeler customer
has changed. The customer is likely to be salaried and in the first job. 1ith a younger
audience, the attributes that are sought of a to#heeler have also changed. =olloing the
opening up of the economy and the increasing e2posure levels of this ne target
audience, poer and styling are no as important as comfort and utility.
The marketing pitch of scooters has typically emphasi,ed reliability, price, comfort and
utility across various applications. Motorcycles, on the other hand, have been traditionally
positioned as vehicles of poer and style, hich are rugged and more durable. These
features have no been complemented by the availability of ne designs and
technological innovations. Moreover, higher mileage offered by the e2ecutive and entry#
level models has also attracted interest of to#heeler customer. 7iven this market
positioning of scooters and motorcycles, it is not surprising that the ne set of customers
has preferred motorcycles to scooters. 1ith better ground clearance, larger heels and
better suspension offered by motorcycles, they are ell positioned to capture the rising
demand in rural areas here these characteristics matter most.
Scooters are perceived to be family vehicles, hich offer more functional value such as
broader seat, bigger storage space and easier ride. 9oever, ith the second#hand car
market developing, a preference for used cars to ne to#heelers among vehicle buyers
BABASAB PATIL "age#/A
TVS MOTOR COMPANY
cannot be ruled out. Gevertheless, the past fe years have itnessed a shift in preference
toards gearless scooters Cthat are popular among omenD ithin the scooters segment.
Motorcycles, offer higher fuel efficiency, greater acceleration and more environment#
friendliness. 7iven the declining difference in prices of scooters and motorcycles in the
past fe years, the preference has shifted toards motorcycles. !esides a change in
demographic profile, technology and reduction in the price difference beteen
motorcycles and scooters, another factor that has eighed in favour of motorcycles is
the high re#sale value they offer. Thus, the customer is illing to pay an up#front
premium hile purchasing a motorcycle in e2change for loer maintenance and a
relatively higher resale value.
BABASAB PATIL "age#/B
TVS MOTOR COMPANY
Su//0y
M')uf'#turers
As the folloing graph indicates, the Indian to#heeler industry is highly
concentrated, ith three players#9ero 9onda Motors .td C99M.D, !ajaj Auto .td C!ajaj
AutoD and TVS Motor +ompany .td CTVSD # accounting for over B-O of the industry sales
as in EM=H/-->. The other key players in the to#heeler industry are Finetic Motor
+ompany .td CFM+.D, Finetic :ngineering .td CF:.D, .M. .td C.M.D, Hamaha
Motors India .td CHamahaD, Majestic Auto .td CMajestic AutoD, ;oyal :nfield .td
C;:.D and 9onda Motorcycle * Scooter India C"D .td C9MSID.
Although the three players have dominated the market for ' relative long period of time,
their individual market shares have undergone a major change. !ajaj Auto as the
undisputed market leader till =H/---, accounting for 4/O of the to#heeler industry
volumes in the country that year. !ajaj Auto dominance arose from its complete hold
over the scooter market. 9oever, as the demand started shifting toards motorcycles,
the company itnessed a gradual erosion of its market share. 99M., hich had
concentrated on the motorcycle segment, as the main beneficiary, and almost doubled
its market share from /-O in =H/--- to 6-O in EM=H/--> to emerge as the market
leader. TVS. 0n the other hand, itnessed an
overall decline in market share from //O in =H/--- to $BO in EM=H/-->. The share of
TVS in industry sales fluctuated on a year on year basis till =H/--4 as it changed its
product mi2 but has declined since then.
Impact Analysis # To heelers
;obust demand to continue
After an $$.6 per cent groth in /--4#-6, to#heeler sales surged by over $A per cent
year#on#year CH#o#HD for the first $- months of /--6#->. Sales groth, led by the sales of
BABASAB PATIL "age#/E
TVS MOTOR COMPANY
motorcycles, escalated consistently during the April to Manuary period due to increasing
household incomes, easy availability of finance, and the success of certain ne models
launched during the period.
To#heeler demand is e2pected to gro at a healthy rate of $$#$/ per cent from /--6#
-> to /-->#-@. ;ising household incomes, fre(uent ne model launches and the
increasing penetration of finance and distribution ill act as key groth drivers.
The motorcycle segment itnessed stupendous groth in /--6#-> C/-.4 per cent H#o#HD
after a moderate performance Cgroth of $4.A per cent H#o#HD in /--4#-6. The buoyant
groth in this segment ill be maintained on account of the entry of global players like
9onda Motors and Su,uki Centry e2pected in /-->D and the domestic players5 groing
focus on motorcycles. The segment is e2pected to gro by $/#$4 per cent in /-->#-@.
.ed by the ungeared segment, scooter sales are likely to gro by B per cent, hile moped
Sales are e2pected to stagnate or decline marginally in /-->#-@.
Bud(et I*/'#t
Neutral impact on the two-wheeler segment
A. The reduction in the import duty on used to#heelers ill not affect the
industry...
!. The hike in the e2cise duty on steel ill not affect the industry, as cenvat credit can
be availed for the same.
+. The e2tension up to March /--A of $>- per cent deduction on ;*? e2penditure
ill marginally benefit domestic to#heeler players, such as TVS Motors, !ajaj
Auto and Finetic.
BABASAB PATIL "age#4-
TVS MOTOR COMPANY
?. The reduction in personal ta2 rates ill increase household disposable income,
hich is a positive for to#heeler demand.
BABASAB PATIL "age#4$
TVS MOTOR COMPANY
Pr$#es ')d Dut$es4
To heelers Tariffs
C"er cent D +ustoms :2cise
/--6#-> /-->#-@ /--6#-> /-->#-@
To heelers @$./ @$./ $@.4 $@.4
Steel items >.$ >.$ $/./ $@.4
:ngines and engine parts

/-.6 $>.4 $@.4 $@.4
0ther components /-.6 $>.4 $@.4 $@.4
Secure% +;IS IG=A+
M'"or P0'yers
Co*/')y )'*e I*/'#t I*/'#t f'#tors
!ajaj Auto .td. Geutral A,!,+,?
9ero 9onda Motors .td. Geutral A,!,+,?
TVS Motors +ompany .td. Geutral A,!,+,?
BABASAB PATIL "age#4/
TVS MOTOR COMPANY
Su!s$d$'r$es of TVS Grou/
TV Sundaram lyengar and Sons .imited operates through the three folloing divisions%
TVS Sundaram Motors Madras Auto Service
54 TVS and Sons distribute 9eavy duty +ommercial Vehicles, Meeps and +ars. It
represents premier automotive companies like Ashok .eyland, Mahindra and
Mahindra ltd. =iat and 9onda. It also distributes automotive spare parts for
several leading manufacturers.
64 TVS * Sons has gron into a leading logistics solution provider and has set up
state#of#the#art arehouse all over the country. It has also diversified into
distributing 7arage e(uipment that ranges from paint booths to engine analyses
and industrial products.
74 Sundaram !rake .inings .imited# =irst Indian company to manufacture asbestos#
free brake linings, oven clutch facings and disc pads for automotive
applications.
84 Sundaram =asteners .imited# India8s largest manufacturer of radiator caps to 7M
in JSA.
94 Sundaram =inance .imited I .eading consumer finance company in India.
BABASAB PATIL "age#44
TVS MOTOR COMPANY
:4 Sundaram Industries .imited # ith a reputation built over five decades,
comprises several division% custom moulded rubber products, tyre service and
coach building. Also speciali,es in refrigerated trucks and bunk beds.
;4 Sundaram +layton .imited # Sundaram +layton .imited as established in $E@/
in collaboration ith +layton ?eandre 9oldings "lc. C1A!+0 AutomotiveD
pioneering the manufacture of air brake systems in India. S+. enjoys a major
share of the Indian 0:M market as ell as the domestic aftermarket, hich it
caters to through a strong and ell spread#out distribution netork S+.#!rakes
division is the first company in India and fourth company outside Mapan to in the
?eming aard for achieving distinctive performance improvements through
T)M.
<4 Sundaram Motors I Major dealer for Indian and foreign cars in South India and
foreign cars in South India. :stablished in $E@@, Sundaram =asteners .imited
CS=.D is today the largest manufacturer of high tensile fasteners in India. S=. is
also the principal supplier of radiator caps to 7eneral Motors, Gorth America.
"oder metal parts include rotors * gears, shock absorber components, value
train components, structural components and bushes. +old e2truded parts include
gear blanks transmission parts, cams, starter sleeves * pinions and +V joint parts.
The radiator caps range includes oil filter caps and fuel filter caps, both metallic
and plastic.
Br')#&ed off $)to t&ree d$%$s$o)s
;ubber ?ivision started in $E@/, manufactures moulded rubber products for the e2port
and inland markets.
+oach ?ivision, started in $E@-, has its main plant in Madurai ith to branches. It
employees about E-- persons.
Tyre Service ?ivision, ith /B branches and a orkforce of @--% Sundaram =inance and
associate companies promote Transenergy .imited. It as incorporated in $EB$ in
technical collaboration ith deltec =uel System !V, 9olland, internationally fuel
charging systems for Internal +ombustion :ngines using 7aseous =uels as ."7
BABASAB PATIL "age#46
TVS MOTOR COMPANY
C.i(uefied "etroleum 7asD and +G7 C+ompressed Gatural 7asD. The factory and ;*?
Jnit are located at +hennai.
A MV established in $EE> by T V Sundaram lyehgar * Sons .imited, Asia Match
+ompany .imited, Ashok .eyland 9oldings .imited, Ashok .eyland investments.
.imited from India ith 1orldide :nterprises "vt. .td of Sri .anka. The commercial
operations ere commenced from $EEA and the +ompany has established a vast netork
of over @- dealers across the length * breadth of the +ountry. Initially the focus as on
distribution of genuine replacement parts from Ashok .eyland and Tata commercial
vehicles from )uality auto component manufacturers from India, the MV is no looking
at e2panding the scope of distribution to cover distribution of spare parts for Mapanese
vehicles also. The core strength of the company is its large supplier base from India and
vast netork of dealers.
TVS Interconnect System .imited as incorporated in the year $EEE. The company has
its manufacturing facility located at Madurai. The !usiness ?evelopment and Marketing
=actions are head (uartered at !angalore. The regional marketing offices are located at
!angalore, 9yderabad, Mumbai and ?elhi.
Manufacture and assembly of :lectronic connectors, ;f +oa2 "roduct, +able Assembiles,
=iber optic "roducts and accessories.
Co*/')y Net.or3
TVS Motor +ompany has one of the most e2tensive netork ith over >-- dealers and
/>-- +ustomer touch points.
1e are the first in the to#heeler industry to measure customer satisfaction, audited by
e2ternal consultants of international repute.
1e have taken care to standardi,e facilities across all customer touch points. Jp
gradation of faculties and continuous improvement in all processes is given importance.
BABASAB PATIL "age#4>
TVS MOTOR COMPANY
The company also takes an active part in imparting training and capability building in all
areas including sales, service and business management. All our dealers are connected
through the e2tended netork of SA", ensuring operational efficiency.
BABASAB PATIL "age#4@
TVS MOTOR COMPANY
Su//0y C&'$) M')'(e*e)t
=orming the inner of the e2tended TVS familyN our suppliers are involved at every stage
of product development.
1e e2tend core values and best practices to all our suppliers. Through continuous taining
forums e impart T"M CTotal "roductivity MaintenanceD and MIT CMust in TimeD
practices.
TVS suppliers are committed to (uality through continuous improvement and up
gradation of processes. This has helped them obtain prestigious international
certifications like IS0 E---, )S E--- * TS $@E6E.
The TVS Motor +ompany ;*? team has a strong pool of technical talent supported by
state#of#the#art infrastructure capable of developing ne and innovative designs.
+urrently, more than 6-- engineers ork on developing radically ne products and
cutting edge engine technologies. 0ur ;*? team has developed the revolutionary
Variable Timing Intelligent CVT#iD :ngines, one of the most innovative technologies
developed in the to heeler industry.
TVS ;*? :ngineers have published multiple technical papers in international
conferences on engine and vehicle technologies. They also have a number of patents to
their credit.
BABASAB PATIL "age#4A
TVS MOTOR COMPANY
=u'0$ty $s t&e .'y of 0$fe
At TVS Motor +ompany, every department orks in tandem to produce (uality product.
The people from the pillars of support, strengthening the overall (uality standards and
moving toards total customer satisfaction.
In our (uest to achieves orld class levels in (uality as ell as improvements in design
and processes, the company has formed special task forces to monitor (uality related
performance. The basis tents of T)M, including daily ork management, "olicy
management, Fai,en Ccontinuous improvementD, training and standardi,ation are
folloed across our organi,ation.
Acknoledges by the Mapanese for )uality. 1e at TVS Motor +ompany are proud to
have been aarded the prestigious and coveted ?eming "ri,e, instituted by MJS: CJnion
of Mapanese Scientists and :ngineersD. TVS Motor +ompany in the only /#heeler
company in the orld to have received this aard.
TVS Motor +ompany as also aarded the prestigious &T"M :2cellence aard =irst
category' by Mapan Institute of "lant Maintenance CMI"MD, rated as the benchmark in
T"M e2cellence in India.
So#$'0 res/o)s$!$0$ty
This e2tended arm of the company believes in social responsibility and has involved
itself in several community development initiatives that have significantly improved the
standard of living of the people in >$ villages across the country.
BABASAB PATIL "age#4B
TVS MOTOR COMPANY
E#o)o*$# de%e0o/*e)t
The program enables people belo the poverty line these adopted villages to earn their
livelihood by involving them in activities that generate income.
-e'0t&
9ealth is one of the main focus areas of the Srinivasan Service Trust. ?ental care campsN
eye camps, health check#up and nutrition programs are conducted. The initiative also
focuses on primary health, maternal health, child#care and leprosy eradication.
I)fr'stru#ture De%e0o/*e)t
The +ompany is actively in the community development of the villages by providing
infrastructure facilities such as housing, sanitation, roads drains, bus shelters, medial
centre and natural resources management.
Re!u$0d$)( =u'3e -$t V$00'(es
Suppurated by ;ural ;esearch * ?evelopment Society and Futch Gav Girman Abhiyan,
the +ompany has rebuilt &7oyersama' a village in the ?istrict of 7ujarat, hich as hit
by an earth(uake of unprecedented scale and magnitude on /@
th
Man /--$.
Edu#'t$o) ')d 0$ter'#y
In addition to providing infrastructure facilities like ne building for school, the
+ompany helps establish computer education programs for school children. The
Srinivasan Service Trust has successfully achieved EBO primary school enrollment in the
adopted villages.
BABASAB PATIL "age#4E
TVS MOTOR COMPANY
The performance in Manuary /--@ represents the shape of things to come in the coming
months. 1hile the performance of ne brands launched last year, in particular, Sta; +ity
continue to beat e2pectations, TVS Apache, the ne $>- cc motorcycle in the premium
segment promises to be a inner as it has already on several coveted aards for its
overall performance and style.
TVS Sta; +ity is amongst the fe bikes that have crossed the sale of >-,--- units per
month Sta; +ity has enabled the company to make significant inroads in the economy
segment of the motorcycle market.
TVS Scooty recorded $A,E>A units in Manuary /--@ compared to $6,A/6 units in the same
period last year recording a groth of //O Scooty "epR on the best &Scooter of the
year aard /--@' by 0V:;?;IV: and it continues to be a dominant plyer in the
ungeared scooter category.
In the e2port front, TVS Motor +ompany continued its robust performance having
e2ported @,4A6 units in Manuary /--@. :2ports recorded a groth of $6AO compared to
the same period last year.
BABASAB PATIL "age#6-
TVS MOTOR COMPANY
A.'rds
TVS A"A+9: bages > coveted aards by leading Auto Maga,ines
&!ike of the Hear'
+G!+#T+$B AJT0+A; A1A;?S /--@
&!ike of the Hear'
0V:;?;IV: Aards /--@
&!ike of the Hear'
!usiness Standard Motoring Aards /--@
&Indigenous design of the year'
0V:;?;IV: Aards /--@
&?esign of The year /--@#To heeler'
!!+ Top 7ear design aards /--@
BABASAB PATIL "age#6$
TVS MOTOR COMPANY
S+00TH ":" ".JS
&Scooter of the year'
0V:;?;IV: Aards /--@
IS0T0": /-- C+0G+:"T !IF: =;0M TVS motor +ompany D
&?esign of the Hear# +oncept Vehicles'
TopS 7ear design aards /--@
Str'te(y
+0GS0.I?ATI0G is the current theme at TVS Motor. In the intervening period that is,
before ne models are rolled out I the company seems to be truing to refocus and offer
potential customers more choice ith the launch of ne variants under the e2isting
badges.
The ne variants have been fine#tuned based on customer feedback. They ill attempt to
offer more value to the customer, even as competitors have been nibbling aay at the
company8s market share.
The ne variants are basically spruced up versions of bikes that have either been
performing belo e2pectations or attracting customers only in specific markets.
So, the obvious to to get the cosmetologist treatment are the TVS Victor 7T and the
Star.
BABASAB PATIL "age#6/
TVS MOTOR COMPANY
The $$-cc Victor 7T as not finding many takers from either the $--cc or the $/>cc
segments. ?esigned to attract the entry#level bike buyer interested in a bit more of poer
and style, the Victor 7T Cand for that matter the 7.TD has not been able to stir up the
same level of interest among potential customers that the original Victor had managed to
do.
Go, TVS is replacing the Victor 7T ith nely developed Victor :dge, and the
principal change is the heart transplant. The old $$-cc engine has been hauled out and a
slightly teaked version of the 7.T8s $/>cc engine has been in its place.
The ne, fine#tuned $/>cc engine delivers a higher E./ bhp of peak poer against the B.$
bhp that the earlier $$-cc engine managed.
The e2tra poer should give the :dge an advantage in the premium entry#level bikes
category. 9oever, TVS has not chosen to replace the four#speed gearbo2 ith a =ive#
speed shifter, a feature that more bikes in this segment ant as part of the package.
The Victor :dge8s engine performance has been aided by a roller cam folloer for
reducing friction losses, and this is e2pected to improve fuel#efficiency. The engine also
features larger valves and a reorked air#bo2 for better sir induction.
0verall, the changes boost peak tor(ue to a high $- Gm at a lo 6,--- rpm.
The :dge also features changes to the chassis, including an increased heelbase and a
ne bo2 section sing arm for greater stability and better maneuverability, handling and
ride. The :dge8s heelbase has been increased from $,/--mm to $,/6-mm, and comes
ith gas filled shock absorber at the rear.
BABASAB PATIL "age#64
TVS MOTOR COMPANY
The other additions are optional alloy heels and disc brakes, ne dual tone side panel
stickers ith five colour theme options, enhanced grip levers for better feel, and slightly
reorked sitchgear that feels more study and reliable.
The :dge is priced at ;s. 6-,EE- Ce2#shoroom, +hannaiD.
Along ith the launch of the Victor edge, TVS has unveiled a ne version of the
company8s barebones, entry#level $--cc bike.
The Star Cspelt as Sta;D had replaced TVS8 long standing to#stroke entry#level bike
series I the ersthile Ma2 $-- and Ma2 $--; I last year.
After the launch of the Star ?.T, the slightly ja,,ed#up version of the basic stripped
don model, the TVS Star +ity, launched earlier this month, ill no attempt to offer the
entry#level biker ho ants to continue to stick ithin the bounds of this segment, a bit
more style and finish.
The Star +ity ill target potential, fuel#efficiency conscious $--cc bike buyers ho live
in the city and ill be illing to pay a marginally higher price for more features and
better looks and finish (uality.
1ith that target audience, the bike is being offered ith a ne headlamp fairing and
halogen bulb combo, easy#to#read instrumentation ith a ne blue backlight, push#cancel
indicator sitches, ne spring shock absorbers ith a hand#operated pre#load adjustment
lever and a ne sporty silencer and heat shield combo that feature the same diagonally
chopped#off design that Hamaha first brought to the market.
Seat idth on the Star +ity has also been increased slightly to improve ride comfort for
long distance travel. The roller cam folloer technology that TVS first adopted in the
+entra has been inducted into the Star +ity for friction reduction and increased mileage.
BABASAB PATIL "age#66
TVS MOTOR COMPANY
The bike ill also sport a ne, more rigid, reinforced chassis frame and ider three#inch
tyers at the rear for improved stability and road holding.
?ual tone colours are also being offered and TVS ill soon launch a ne advertising
campaign for all its three ne variants#Sciity "epR, Victor :dge and the Star +ity.
There as a time, not long ago, hen a to#heeler meant a !ajaj +hetak or an .M.
Vespa. In the past five years or so, sales of motorcycles have outstripped sales of nearly
all other to#heelers.
+onsumer preferences have shifted in favour of motorbikes and though this is partly
related to price factors, it is also due to the fact that motorcycles are actually being seen
as better vehicles than the heavy and unieldy geared scooters.
The sales ta2 rationali,ation that took place in the /--$ budget resulted in scooters
becoming more e2pensive than before. In addition the government began to enforce strict
:uro#emission norms hich forced scooter manufacturers to install catalytic converters in
e2isting vehicles or to go in for four#stroke engines to reduce pollution, thus adding to the
costs of scooters. !ut, fortuitously, motorcycles ere already in tandem ith these ne
norms.
Motorcycle, being more suited for commuting than any other vehicle, combines a variety
of factors such as comfort, ability to handle bad roads and intrinsic stability. All this
makes it e2tremely suitable for the Indian market.
9ere comes gearless but, curiously enough, in the past one year the scooter has not only
back, but is surging ahead in sales#and this time it is sleeker, lighter and, most
importantly, ithout gears. Indeed, in a number of ! and + cities and small tons across
India, omen and teenagers are taking to gearless scooters like &ducks to ater'.
BABASAB PATIL "age#6>
TVS MOTOR COMPANY
It8s easy to see hy. 7earless scooters are light and easy to handle, have sufficient
compartments to carry goods and go easy on fuel, much like mopeds, ith their almost
legendary fuel#saving ability.
In fact, in recent times, auto industry e2perts say there has been a discernible shift of
buyers from mopeds to gearless scooters as the latter cost just a coupe of thousand more
and come ith sturdier bodies and better looks.
Around to year ago hen sales of geared scooters started falling, a number of
companies led by 9onda Motor and Scooters India, hich did not have a motorbike
model in the market, launched gearless scooters in an effort to gro this segment.
The gearless scoters segment CA>#$/> ccD comprises four major players% 9onda ith the
Active and the ?ioN Finetic ith the Koom and the GovaN !ajaj ith the Sunny and the
SaffireN and TVS ith the Scooty.
The 9onda Active8s fast groth has encouraged other players to come out ith ne
offerings to increase the market shar. 0ne e2ample is Finetic :ngineeringN it sister
company 9inetic Motor, ho are the pioneers in the gearless scooters segment and the
largest manufacturer of gearless scooters in India starting from humble beginnings ith
the .una moped in $EA-.
K$)et$# e)er(y
In the past one year the Finetic group has launched a number of automatic scooter
models in the domestic market, hich has helped it to get customers ho might have
otherise opted for motorcycles. The company is focusing on designing scooter modles
specifically suited for Indian conditions.
=or instance, its $$>#cc four#stroke Finetic Gova is designed for Indian conditions in its
styling and utility. Its success has encouraged the company launch ne variants ith
BABASAB PATIL "age#6@
TVS MOTOR COMPANY
special features. The company has also come out ith a to#year arranty for its Gova,
launched last year, as an added attraction to foster customer retention.
In Manuary /--4 the Finetic group launched the premium Gova ?.T priced at ;s. 4>,>A@
e2#shoroom price ?elhi, and announced that it ould launch another gearless scooter
by the end of the year.
Also recently, the Gova ?.T launched the Mileage :2pert, an electronic device, hich
keeps the rider informed of fuel efficiency during the ride and the company claims it
improves efficiency by $- percent.
Sout&er) s/$r$t
The South#based TVS Motor is another major player in the gearless scooters market It is
also aspiring to become a leadership position in the gearless scoters segment.
TVS is planning a ne Scooty ith a $--#plus cc engine and as part of the fle2ible and
lo#cost product development strategy, the ne Scooty is e2pected to share the engine
ith the TVS Victor, hich comes ith a $$- cc four#stroke engine. +ompany sources
say the Victor engine can be easily fitted into the ne Scooty ith minor modification.
+urrently, the Scooty is available in the sub#A>cc scooterette segment here it competes
against !ajaj Auto8s Sprit and Sunny. 1hile the loer#priced variant comes ith a @-cc
engine, the launched Scooty "ep has A>cc four#stroke engine.
TVS is also a major in the mopeds segment ith its TVS +hamp and hopes to replicate
its success ith gearless scooters as ell. The ne Scooty launch is part of TVS8 larger
plan to beef up its product portfolio.
BABASAB PATIL "age#6A
TVS MOTOR COMPANY
In all, TVS plans to roll out si2 ne models of scooters and motorcycles ne2t fiscal ith
a total investment of ;s. @-- corer during the ne2t three years to e2pand its product range
in the domestic market.
India is the second largest manufacturer and producer of to#heeler in the orld. It
stands ne2t only to Mapan and +hina in terms of the number of to#heelers produced
and domestic sales respectively.
To 1heeler segment as a hole during the year /--6#-> gre by over $>O !acked by
7overnment8s initiative on rural roads and better connectivity ith major tons and
cities, improved agricultural performance, upard trend of purchasing poer in the hands
of rural people, the to heeler industry as able to achieve the record performance of
crossing @ million to heelers ith e2act sales standing at @,/-B,B@- during the year
/--6#->.
9ero 9onda 6AO
!ajaj Auto 4-O
TVS Motors $AO
Future Fo#us
In the future TVS Motor +ompany ill be one among the top to / heeler companies
in India and one among the top five /#heeler companies in Asia.
1e ill have profitable operations overseas, especially in Asian markets, capitali,ing on
our e2pertise in the areas of manufacturing, technology and marketing. The +ompany
ill hone and sustain its cutting edge of technology by constant benchmarking against
international leaders. T)M ill be a ay of life and guide all our endeavors.
BABASAB PATIL "age#6B
TVS MOTOR COMPANY
Perfor*')#e %$s2'2%$# #o*/et$tors
1ith rise in per capita income, loering of interest rates, changes in consumer preference
toards trendier to#heelers, there as a conscious shift in the composition of to
heeler industry led by increase in the demand of motorcycle as against scooters and
moped. In =H-6 out of the total to#heeler industry of >-@ m units, the share of
motorcycle as AAO as against 6/O in =HEE. ?uring the period =HEA to =H-6, hile
to#heeler industry gre +A7; of $-O the demand for motorcycle gre at /AO
+A7;. 9oever, TVS managed to achieve a +A7; of $$O. Thus hile competitors
ere cashing on this boom, TVS8 market share as declining due to lack of a 6 stroke
model in its stable. This fall has been somehat restricted ith the introduction of
UVictor8 in /--4.
BABASAB PATIL "age#6E
TVS MOTOR COMPANY
SAMPLING
Sampling Method adopted Systematic sampling the scope of the study is !elgaum city
the number of samples collected is $-- units.
D't' #o00e#t$o) *et&ods
"rimary Source% )uestionnaire * "ersonal interaction.
Secondary Source% +ompany data through Internet3
Sample Si,e% $-- customers
.ocation% !elgaum.
BABASAB PATIL "age#>-
TVS MOTOR COMPANY
Me'sur$)( Too0s
The measuring tools used for the study is 7raphical and simple percentage method.
BABASAB PATIL "age#>$
TVS MOTOR COMPANY
ANALYSIS + FINDINGS
54 TVS to heeler model
Go. of ;espondents ;espondents in O
scooty 6B 6BO
victor 4B 4BO
=iero B BO
Starcity / /O
+entra 6 6O
According to the survey it is found that most of the respondents have scooty C6BOD and
victorC4BODand fe of respondents have fiero ,starcity and centra
64 ?id the salesperson spend sufficient time ith you and e2plain everything about the
vehicle<
Go of respondents respondents in O
yes A/ A/O
BABASAB PATIL "age#>/
TVS MOTOR COMPANY
no /B /BO
Most of the respondentsCA/OD are satisfied ith the service of the salesman and least
number of respondentsC/BOD are not satisfied.
74 1as the vehicle delivered on promised time<
Go of respondents respondents in O
yes B> B>O
no $> $>O
BABASAB PATIL "age#>4
TVS MOTOR COMPANY
To most of the respondents CB>OD the vehicle is delivered on promised time. 0nly to fe
of the respondentsC$>OD vehicle is not delivered on promised time
BABASAB PATIL "age#>6
TVS MOTOR COMPANY
84 1ere you offered a test drive during your visit to our shoroom<
Go of respondents respondentsin O
yes @- @-O
no 6- 6-O
@-O of the respondents ere offered test drive and 6-O of ;espondents ere not offered
the test drive
>. 9o do you feel about TVS to heeler vehicles<
Go. of ;espondents ;espondents in O
aVe2cellent // //O
BABASAB PATIL "age#>>
TVS MOTOR COMPANY
bVgood 4- 4-O
cVmoderate $B $BO
satisfactory /6 /6O
unsatisfactory @ @O
According to the survey 4-O of the respondents feel good and /6O0f respondents feel
satisfactory and //O of the respondents feel e2cellent $BO of respondents feel moderate
and @O of respondents feel unsatisfactory
BABASAB PATIL "age#>@
TVS MOTOR COMPANY
@. State the level of satisfaction for the service provided by Manickbag TVS shoroom<
no of respondents
respondents in O
completely satisfied B
BO
satisfied 46 46O
dissatisfied $B $BO
not at all satisfied $6 $6O
niether satisfied nor dissatisfied /@
/@O
Most of the respondentsC46OD are satisfied and /@O of respondents Are niether satisfied
nor satisfied $BO of respondents are dissatisfied$6Oof respondents are not at all satisfied
and BO respondents are fully satisfied
BABASAB PATIL "age#>A
TVS MOTOR COMPANY
;4 1hether brand name plays important role in purchase of TVS to heeler<
no of respondents respondents in O
yes 6- 6-O
no @- @-O
Most of the respondentsC@-OD feel brandname is important 6-O of the respondents feel
brandname is not important
BABASAB PATIL "age#>B
TVS MOTOR COMPANY
<. 1hat are the reasons to purchase TVS vehicles<
no of respondents respondents in O
mileage B- B-O
lo maintanance @- @-O
brandname 4- 4-O
price A> A>O
1ide range of products /- /-O
BABASAB PATIL "age#>E
TVS MOTOR COMPANY
Most of the respondents feel mileageCB-OD priceCA>ODand lo maintenance C@-OD and
4-O of respondents feel brandname is important /-O of respondents feel ide range of
respondents is important
BABASAB PATIL "age#@-
TVS MOTOR COMPANY
>4 1hen did you oned TVS vehicles<
no of respondents respondents in O
@month $B $BO
$#/years 4/ 4/O
4years 4B 4BO
4#>years $/ $/O
4BO respondents purchased Vehicles before 4 years 4/O of ;espondents purchased
before $# / years $BO of respondents "urchased before @ months and $/O of respondents
purchased before 4 I > years
5?. 1hat are the improvements in service that you need from Manickbag TVS Motors<
no of respondents respondents in O
service in time 4/ 4/O
reliable service $B $BO
availability of spares A AO
BABASAB PATIL "age#@$
TVS MOTOR COMPANY
ell trained
mechanics B BO
less labour charge 4> 4>O
Most of the respondents are need of less labour charges C4>ODAnd Service in time C4/OD
and $BO of respondents need reliable Service and fe of the respondents need ell
trained mechanics CBOD And availability of Spares CAOD
554 1hat are the different problems that you face at the time of service of your vehicle<
no of respondents no of respondents in O
9igh "rice of Spare parts 4@ 4@O
Got easily available $A $AO
?elay in service 4E 4EO
.o (uality of spare
parts
A AO
BABASAB PATIL "age#@/
TVS MOTOR COMPANY
Most of the respondents face the problem of delay in service C4EODAnd high price of
spare parts C4@OD some of the respondents face problem of not easily availability of
spares C$AOD and lo (uality 0f spare parts CAOD
$/. 9o do you rate the service performance of Manickbag TVS.
no of respondents no of respondents in O
Very 7ood $@ $@O
7ood 6/ 6/O
Average 44 44O
!ad E EO
Very !ad - -O
BABASAB PATIL "age#@4
TVS MOTOR COMPANY
Most of respondents rate the service performance as good C6/OD And Average C44OD
some of the respondents rate as very good C$@OD And bad CEOD
BABASAB PATIL "age#@6
TVS MOTOR COMPANY
FINDINGS
According to the survey it is found that most of the respondents have scootyC6BOD and
victorC4BODand fe of respondents have fiero ,starcity and centra
Most of the respondentsCA/OD are satisfied ith the service of the salesman and least
number of respondentsC/BOD are not satisfied.
To most of the respondents CB>OD the vehicle is delivered on promised time. 0nly to
fe of the respondentsC$>OD vehicle is not delivered on promised time
@-O of the respondents ere offered test drive and 6-O of ;espondents ere not offered
the test drive
According to the survey 4-O of the respondents feel good and /6O 0f respondents feel
satisfactory and //O of the respondents feel e2cellent $BO of respondents feel moderate
and @O of respondents feel unsatisfactory
Most of the respondentsC46OD are satisfied and /@O of respondents Are niether satisfied
nor satisfied $BO of respondents are dissatisfied $6Oof respondents are not at all
satisfied and BO respondents are fully satisfied
BABASAB PATIL "age#@>
TVS MOTOR COMPANY
Most of the respondentsC@-OD feel brandname is important 6-O of the respondents feel
brandname is not important
Most of the respondents feel mileageCB-OD priceCA>ODand
lo maintananceC@-OD and 4-O of respondents feel brandname is important /-O of
respondents feel iderange of respondents is important
4BO respondents purchased Vehicles before 4 years 4/O of ;espondents purchased
before $# / years $BO of respondents "urchased before @ months and $/O of
respondents purchased before 4 I > years
Most of the respondents are need of less labour charges C4>ODAnd Service in time C4/OD
and $BO of respondents need reliable Service and fe of the respondents need ell
trained mechanics CBOD And availability of Spares CAOD
Most of the respondents face the problem of delay in service C4EODAnd high price of
spare parts C4@OD some of the respondents face problem of not easily availability of
spares C$AOD and lo (uality 0f spare parts CAOD
Most of respondents rate the service performance as good C6/OD And Average C44OD
some of the respondents rate as very good C$@OD And bad CEOD
Most of the respondents are need of increase in number of service stations to reach
ma2imum number customers.
Most of the respondents have complaint about delay in availability of spare parts and
high price.
SUGGESTIONS
To fulfill the needs of the respondents Manickbag TVS should set ne branches in the
Tilakadi and near MGM+ to reach the ma2imum number customers.
BABASAB PATIL "age#@@
TVS MOTOR COMPANY
According to the survey most of the respondents are in the need of the improvement in
providing service in time and lesslabour charge Manickbag TVS should take action by
recruiting ell trained service staff and. And implement machineries to provide service
in time.
To kno the problems faced by the customers at the time of post sale service should
conduct free check up camps and collect the feedback of at the time of service
BABASAB PATIL "age#@A
TVS MOTOR COMPANY
CONCLUSION
5. Most of the respondents are satisfied ith the services of Manickbag TVS motors

/. .ess labour charge and service in time service in time and increase in number of
service station they are three major parameters in demand.

4. The sale of scooty and victor are high as compared other vehicles.
6. Most of the respondents feel good about TVS to#heeler vehicles.
BABASAB PATIL "age#@B
TVS MOTOR COMPANY
=UESTIONNAIRE
?ear Sir 3 Madam,
5@ TVS t.o .&ee0er *ode0
6@ D$d t&e s'0es/erso) s/e)d suff$#$e)t t$*e .$t& you ')d eA/0'$) e%eryt&$)( '!out
t&e %e&$#0e B
Yes No
7@ ,'s t&e %e&$#0e de0$%ered o) /ro*$sed t$*eB
Yes No
8@ ,ere you offered ' test dr$%e dur$)( your %$s$t to our s&o.roo*B
Yes No
9@ -o. do you fee0 '!out TVS t.o .&ee0er %e&$#0eB
'@ EA#e00e)t !@ (ood #@ Moder'te

d@ s't$sf'#tory e@ u)s't$sf'#tory
BABASAB PATIL "age#@E
TVS MOTOR COMPANY
:@ St'te t&e 0e%e0 of s't$sf'#t$o) for t&e ser%$#e /ro%$ded !y M')$#3!'( TVSB

'@ Co*/0ete0y s't$sf$ed !@s't$sf$ed #@ D$ss't$sf$ed


d@ Not 't '00 s't$sf$ed e@ Ne$t&er s't$sf$ed )or d$ss't$sf$ed
;@ ,&et&er !r')d )'*e /0'ys $*/ort')t ro0e $) /ur#&'sed of TVS t.o .&ee0erB
Yes No
<@ ,&'t 're t&e re'so)s to /ur#&'se TVS %e&$#0esB
'@ *$0e'(e !@ 0o. *'$)te)')#e #@ Pr$#e
d@ ,$de r')(e of /rodu#ts e@ Br')d)'*e
>@ ,&e) d$d you o.)ed TVS %e&$#0e
'C : *o)t& !C 526 ye'rs
#C 7 ye'rs d@ 729 ye'rs
BABASAB PATIL "age#A-
TVS MOTOR COMPANY


5?@ Do you su((est ')y $*/ro%e*e)t $) M')$#3!'( TVSB
BABASAB PATIL "age#A$
TVS MOTOR COMPANY
55@ ,&'t 're $*/ro%e*e)ts $) ser%$#e t&'t you de*')d fro* M')$#3!'(
TVSB

'@ Ser%$#e $) t$*e !@ re0$'!0e ser%$#e
#@ .e00 tr'$)ed *e#&')$#s #@ 0ess 0'!or #&'r(e
56@ ,&'t 're t&e d$ffere)t /ro!0e*s t&'t you f'#e 't t&e t$*e of ser%$#e of your
%e&$#0eB
'@ -$(& /r$#e s/'re /'rts !@ Not e's$0y '%'$0'!0e
#@ De0'y $) ser%$#e d@ Lo. Du'0$ty of s/'re /'rts
57 -o. do you r'te t&e ser%$#e /erfor*')#e of M')$#3!'( TVSB
A@ Very Good !@ Good #@ A%er'(e
D@ B'd e@ Very !'d
BABASAB PATIL "age#A/
TVS MOTOR COMPANY
58@Do u &'%e ')y #o*/0'$)tE /ro!0e* re('rd$)( '%'$0'!$0$ty of s/'res /'rts + ot&er
ser%$#esB

59@N'*e ')d Address
BIBLIOGRAP-Y
Market ;esearch by Tull and 9akins
Marketing Management by "hilip Fotler
111. Tvmotors.com
111.tvsvictor.com
.googl.com
BABASAB PATIL "age#A4