PROJECT TITLE

“Survey regarding the satisfaction of the customer

who visit workshop for the service”

Punjab technical university jalandhar

Submitted To: Submitted By:

Lect Ms Ishpreet kaur Davinder Kumar
81407317082
Year – 2008/09

CT INSTITUTION OF MANAGEMNT AND INFORMATION

TECHNOLOGY

1
 Acknowledgement

This project report bears the imprint of those who had rendered their wholehearted
support and encouragement without whose help this effort of mine would be in
vain. I express my deep sense of gratitude and sincere thanks to my project guide
Ms. Ishpreet kaur for his directions, suggestion and information provided which
were of utmost importance for the successful completion of the project. I am also
thankful to Mr. Karan Kapur for his proper guidance. I thankful to the employees of
Cargo Motors for assisting me in the timely completion of project.

At last, I also thank to my family and my friends those helped me in my

training period and in the completion of project.

Davinder Kumar

2
 DECLARATION

I hereby declare that project entitled “Survey regarding the satisfaction of

the customer who visit workshop for the service” submitted to PUNJAB
TACHNICAL UNIVERSITY, JALANDHAR in partial fulfillment of the
requirement for Master Degree of business administration (SEM –IIIrd) is
my original work. It is by my own and not copied one from other.

DAVINDER KUMAR
MBA 3RD SEM
81407317082

3
 CERTIFICATE

This is to certify that the survey entitled, “Survey regarding the satisfaction of the
customer who visit workshop for the service” submitted in partial fulfillment of the
requirement for the award of degree of Masters of Business Administration (MBA) from
Punjab Technical University, Jalandhar is a bonafide summer training project work
carried out by DAVINDER KUMAR, under my supervision and guidance and to the best
of my knowledge and information, no part of summer training project work has been
submitted for any other degree or diploma.

Lect: ISHPREET KAUR

4
 PREFACE

Without practical training, management education is meaningless so long with the

theory; practical training is provided to management students to expose them to the
actual working environment of any organization. Such training provides a
framework of knowledge relating to the concepts and practices of the assigned
topics in the organization.

The summer training is an integral part of the course curriculum of Master of

Business Administration (M.B.A. 3rd ). In this the student is in the position to
analyze the integral working of an organization with mature eyes and understand
the dynamics in a much better manner.
This particular project has been conducted at Cargo Motors. In the first phase of
the research project, there is a introduction of Cargo Motors, company profile and
vehicles of Cargo Motors are given. After that a market research is performed with
a sample size of 100 people and their vehicles. The research study was limited to
the Pathankot. Here, in my survey, I have contacted the respondents through
random sampling.

The main objective of the research is to know the customer satisfaction level and
their perception regarding the service of the Cargo Motors in the workshop and the
demand of the particular vehicle.

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 EXECUTIVE SUMMARY

The report contains the organizational study done at Cargo motors title
“Survey regarding the satisfaction of the customer who visit workshop for
the service”
The report gives an overview of the automobile sector and company’ profile
and awareness of customer about different type of products and services provided
by Cargo Motors. This study was conducted to find out the customer satisfaction of
the service of the vehicles regarding Cargo Motors
The methodology adopted for the study was through a structured direct
interview, which is targeted to the different persons in Pathankot. For this purpose
sample size of 100 was taken. The data collected from the different -different
people was analyzed thoroughly and presented in the form of charts and tables.
Cargo motor must advertise regularly and create brand value for its products and
services. There are so many competitors like Maruti, Ford, and Hyundai etc.
National companies are using television advertisements to promote their products.
There are no of customers of the Cargo Motor. So they want to provide better
service of customers. Every city cargo motor has his workshop so that they can
provide better service of the consumer. The main branch of the Cargo Motor is in
the Jalandhar. There are two workshops in the Pathankot market. First workshop is
for small scale vehicles like Tata summon, tata Indica, Tata ace and
tata magic etc. second workshop is for the large scale vehicles like
207,407,709,909,1109,1613,2515,2518,4018 etc.

On the whole Cargo Motor is a good place to work at every new recruit is
provided with extensive training on the products of Cargo Motors. This training
enables an advisor/sales manager to market the policies better. Cargo Motor is a
one of the part of the Tata Motors and it is very good reputation of the mind of the
customer and as well as market share. The company should try to create
awareness about itself in India. . With an improvement in the sales techniques used
a fair bit of advertising and modifications to the existing product portfolio. The main
objective of this company is that improves the quality of the product and provides
better service of the consumer

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 CONTENTS
Sr. No. Subject Covered Page No.

1 History 1-7

2 Introduction of Tata motors 8-10

3 Models of Tata motors 11-13

5 Welcome to Cargo motors 14-17

6 Type of vehicles 18-26

7 Environment efforts 27-28

8 Tata in Asia Pacific 29-29

9 Important facts 30-30

10 Structure 31-32

10 Objectives 33-33

11 Research methodology 34-35

12 Limitations 36-36

13 Data Interpretation 37-48

14 Findings 49-49

15 Suggestions 50-50

16 Conclusion &Questioners 51-53

17 Bibliography 54-54

7
 HISTORY

JRD Tata
Founder of Tata Motors (1938-1993)

No success in material terms is worthwhile unless it serves the needs and interests
of the country and its people by fair and honest means.’

JRD Tata, a man who has grown into a legend touched the lives of countless
people, rich and poor, manager and worker, as he became the embodiment of the
principles and philosophy of the House of Tatas.

He led the Tata Group for 55 years. During that period, as a financial daily put it,
‘The Tata group’s crowning achievement was the making of Tata Engineering &
Locomotive Company, a giant that has earned a reputation for investing in men as
much as in machines, in nurturing and developing creativity instead of simply
buying technology from abroad, in making products appropriate for India and yet
good enough for the international markets.”

JRD’s principles and vision laid the foundation for Tata Motors’ growth. His style of
management was to pick the best person for the job at hand and let him have the
latitude to carry out the job. He was never for micro-management. It was he who
zeroed in on Sumant Moolgaokar, the engineering genius who successfully steered
our Company for many years.

He was a visionary whose thinking was far ahead of his time. The dream of a
passenger car developed in India was born in his time and remained an enduring
vision through the years. This provided support to many activities in Tata Motors,
which were necessary to see the dream become a reality. e.g., establishment of a
full-fledged R&D department at Pune, in-house development of gear box
technology, entry into passenger car market and so on.

8
JRD firmly believed in employee welfare and espoused the principles of an eight-
hour working day, free medical aid, workers' provident scheme, workmen’s
accident compensation schemes, which were later adopted as statutory
requirements in the country. In 1956, he initiated a programmed of closer
"employee association with management" to give workers a stronger voice in the
affairs of the Company.

He believed that the social responsibilities of industrial enterprises should extend

even beyond serving people, to the environment. He commented on building the
lake near the site of the Tata Motors, Pune plant, ‘We did not have to create a lake
to produce a truck, but we did.’ His emphasis on values, on ethics, on investing in
education, research, science, and technology, health care and in improving the
quality of life of ordinary people was a forerunner of the more recent concepts of
“corporate social responsibility”.

His every visit to the Tata Motors plant was characterized by a keen interest not
only in machines and manufacturing processes but also in the employees. He was
at home with any age group and his infectious enthusiasm and warmth as also his
courtesy, philanthropy and humanity were legendary even in his lifetime.

JRD Tata was awarded the country’s highest civilian honors, the Bharat Ratna, in
1992 -- one of the rare instances when the award was granted during a person’s
lifetime. And, on his death, the Indian Parliament was adjourned in his memory, an
action that spoke much more than any words could have done.

Jamsetji Tata, the founder of the Tata Group laid the foundation for what is today
the Tata Group philosophy on ‘Corporate Social Responsibility’ (CSR).

"The wealth gathered by Jamsetji Tata and his sons in half a century of industrial
pioneering formed but a minute fraction of the amount by which they enriched the
nation. The whole of that wealth is held in trust for the people and used exclusively
for their benefit. The cycle is thus complete; what came from the people has gone
back to the people many times over." - J.R.D. Tata

This has formed the framework on which the philosophy of Tata Motors’ Corporate
Social Responsibility is based...the philosophy of ‘giving back to the community’. It
has chartered the course that Tata Motors has adopted in its relationship with the
community in which it operates.

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 Sumant Moolgaokar
Chairman, Tata Motors (1972-1988)

A man with a Vision

Sumant Moolgaokar is often referred to as the architect of

Tata Motors. Leading the Company for nearly four
decades, he was responsible for building Tata Motors into
an organization capable of competing with the world’s best
- in terms of people, processes and technology.

A man with a vision, he had the ability to see what Tata

Motors would be. He believed that in order to build an
industry, you not only had to build a factory, but also the men and the technology.
His vision was not limited to the Company but encompassed even the nation and
he was often seen as not just building a factory, but building a nation. His long-term
strategies were always in tune with the needs of the country. He was able to
foresee that for India to become an industrial nation, it would need specially trained
minds, while also being in a position to independently make its own machinery,
tools and equipment. With this mind, from the very beginning Tata Motors trained
its employees in the required skills and technologies. Sumant Moolgaokar was also
instrumental in setting up the Engineering Research Centre, the Machine Tool and
the Press Tool Division.
That he had the ability of translating his vision into reality was well known. He drove
the Company and its people, steering it through its most difficult and challenging
times.

Setting the standard

“Expect the best, ask for it, pursue it relentlessly and you will get it.”, he often said.
He believed that the key to bringing out the best from people was to expect the
best from them. This pursuit of excellence in conceptualization and execution form
the very foundation of the ‘Tata Motors culture’. He also possessed the rare gift of
bringing out the best in the people who worked with him and was known for
personally looking into the development of people with promise - encouraging and
motivating them.

A nature love

His love and commitment for nature and the environment was well known. No
expense for installing equipment at the Tata Motors plants was too much, when it
was to prevent any kind of pollution arising from the operations. When the Pune
plant was being set-up, under Moolgaokar, the first thing that Tata Motors did was
plant trees. The barren rocky land was blasted to plant trees. Trees needed water
and for that a dam was built that is today a beautiful lake. A lake that has become a
safe resting place for several migratory birds.

10
 RatanTata
Chairman, Tata Motors

“Ihad a strong conviction that our engineers, who could

put a rocket into space, could produce our own car.”

It was this very conviction of Ratan Tata that led to the birth of Indica - the car that
put India on the automobile world map. Developing an indigenous Indian car was a
daunting task. One that Tata Motors took head-on, encouraged by the faith and
confidence Chairman Ratan Tata had in the Company’s engineering skills.
Conceived within a time frame of 31 months - from concept to commercialization -
at a total cost of $ 400 million, the Indica is a small step towards fulfilling Ratan
Tata’s vision of Tata Motors as a great car manufacturer.

On the Tata Motors board since 1981, Ratan Tata continues the traditions of
Jamsetji Tata and JRD Tata, instilling ethics and credibility in the Company. He has
steered the Company in challenging times, emerging victorious under even
adverse conditions. Under his leadership, Tata Motors is charting for itself a global
path in the automotive world. The agreement with MG Rover, UK to manufacture
and sell Rover branded Indicas in UK and Western Europe is a step in that
direction.

Ratan Tata’s global ambitions for Tata Motors have taken wing with the recent
acquisition of Daewoo Commercial vehicle Co., South Korea and Tata Motors’
entry in the South African market. The Daewoo acquisition will give Tata Motors a
substantial presence in the Korean market in addition to synergies in
manufacturing, marketing and research. According to Ratan Tata, the acquisition is
a historic occasion for Tata Motors and the Tata Group as this is the largest
acquisition by any Indian company in Korea. He believes that the South Africa
could be a possible stepping stone for other countries in Africa.

Among the many firsts Tata Motors has achieved under Ratan Tata’s leadership is
the listing of the Company on the New York Stock Exchange (NYSE) - the first
company in the Indian engineering sector to list its securities on the NYSE.

His next mission for Tata Motors is the

development of the Rs 1 lakh car - the people’s car.
As he says, “India is capable of doing anything it
wishes to do if you do not constrain the people...

11
Its been an eventful journey, 1954 to 2004. Over the years Tata Motors’ has
evolved from a truck manufacturer to becoming India’s only fully integrated
automobile manufacturer with a product range designed to meet India’s
transportation needs.

It’s been an eventful journey, 1954 to 2004. Over the years Tata Motors’ has
evolved from a truck manufacturer to becoming India’s only fully integrated
automobile manufacturer with a product range designed to meet India’s
transportation needs. past five decades. From the first Tata truck that rolled out in
1954 to the present day, Tata Motors has been on a journey of consent evaluation
and growth

In a message to employees at the inception of Tata Motors (then

Tata Engineering and Locomotive Co) in 1945, Mr. JRD Tata had said,
“Undertaking the manufacture of boilers first, then locomotives and eventually
engineering machinery is an important step forward in the country’s march towards
industrial self-sufficiency.” The founders of Tata Motors also envisioned that in the
post-independence era, the socio-economic and political developments taking
place would mean the movement of men and material across the nation. To meet
the huge transportation needs and taking the opportunity to be a part of nation
building; Tata Motors collaborated with Daimler Benz of Germany in 1954 to
manufacture trucks. The two parted ways in 1969 and the Company’s vehicles got
a new name - from Tata Mercedes Benz Trucks, they were now Tata trucks.

Mr. Sumant Moolgaokar, Chairman, Tata Motors (1972-1988) had said, “Profits
should come from productivity and not by raising prices in a favorable market. Our
greatest asset is customer affection.” This has remained the Company’s credo
throughout.

But the story of Tata Motors is not just about trucks and buses. Realizing the
opportunity for entering a new segment, Tata Motors launched two passenger
vehicles - the sports vehicle, Tata Sierra in 1991 and the Tata Estate in 1992. The
first fully indigenously developed small car - Tata Indica followed soon after. A car
that rewrote the rules of the Indian car industry and propelled India into a select
group of nations that manufactures its own car.

Tata Motors, with its full range of commercial and passenger vehicles, is all about
meeting India’s needs. With trucks that move men and material in places where
even roads are non-existent; Tata Motors helps India’s armed forces guard the
nation’s borders. It ensures that little children reach school safely in their Tata
school buses.

Equally important to Tata Motors is its belief that it has a special responsibility to
the community in which it operates. This has formed the guideline for its community
development programmer that strives to improve the quality of the life of the
people.

12
Having won the hearts of millions of Indians, Tata Motors is set to tap opportunities
in global markets. With the Company’s recent acquisition of Daewoo Commercial
Vehicle Co., South Korea, and its foray into international markets, Tata Motors is
geared for its cruise on the world track. On a relentless quest for excellence, Tata
Motors looks forward to new challenges.

The Tata Empire has changed dramatically since Ratan Tata took over from his
uncle J.R.D. Tata in 1991 -- coincidentally the same year that the Indian
government began moving away from its rule by regulation toward economic
liberalization. Before 1991, Tata Group and its holding company Tata Sons were
said to be like many of the empires of old Asia -- weakly centralized, unable to
control its satraps and begums and rajahs, full of formal pomp but empty of power.
The Tata Sons holding company and the various family philanthropic trusts had
diluted their holdings in many of the companies.

Under Ratan Tata, the center began to take hold. He moved Tata Group out of
sectors where it was not competitive, such as textiles and cement, and invested
more family capital in sectors that he thought held more promise.

Remarkably, considering the state of overcapacity in the world automobile industry,

Tata thought and thinks autos to be one such sector. Where Westerners see a
stagnant, legacy industry cursed by overcapacity, he sees it, from an Indian
perspective, as a growth industry.

The company that is now Tata Motors made trucks, buses and construction
equipment, and it still has a 60% share of India's commercial-vehicle market. But
under new marching orders from Ratan Tata, the motor company introduced its first
India-designed car in 1997. After some early stumbles, its Indica small car and mid-
size Indigo each accounts for about a quarter of their market segments, for a 16%
total share of the Indian car market. The Indian car market grew 17% last year, and
Tata Motors' volume grew 27%.

Tata Motors (TTM), with a market value of $3.5 billion, is by far the biggest of the
Tata companies accessible to American individuals; its American depositary
receipts have been listed on the Big Board since September. It reported nearly $4
billion of revenue for the fiscal year ended in March, up 32% from the previous
years, and earnings of $283 million, or 79 cents a share, up 41% in dollar terms.
The consensus estimate for 2006 is 90 cents a share. The ADRs have been trading
at a little below 10, in the middle of a trading range between 12.25 and 8.65 since
the listing.

Tata Motors soon will incorporate Tata Finance as a wholly owned subsidiary, and
the company says it intends to finance up to 40% of its sales within a few years, up
from a current 18%. The company noticed what happened in the U.S. and other
countries when captive credit companies made it possible for every car dealer to
offer financing with small money down and affordable monthly payments.

13
Tata Motors is still recovering from an ill-fated partnership with the now-bankrupt
Rover Group in Britain, and it has warned of trouble ahead -- increasing
competition and a decline in the commercial vehicle sector, and of course the effect
of higher fuel prices. Nonetheless, the company plans to make good on a $1.35
billion five-year capital-expenditure program that started in April 2004. That
includes the launch of a basic $2,000 car, which, if Tata succeeds, could be the
Model-T Ford of the 21st-century developing world. But cars are still cars.

Chairman's chamber
Ratan N Tata is the chairman of Tata Sons, the Tata promoter company
"One hundred years from now, I expect the Tatas to be much bigger than it is
now. More importantly, I hope the group comes to be regarded as being the
best in India — best in the manner in which we operate, best in the products
we deliver and best in our value systems and ethics. Having said that, I hope
that a hundred years from now we will spread our wings far beyond India..."
— Ratan Tata

Leadership with trust

Tata companies operate in seven business sectors: communications and

information technology, engineering, materials, services, energy, consumer
products and chemicals. They are, by and large, based in India and have
significant international operations. The total revenue of Tata companies, taken
together, was $70.8 billion (around Rs325,334 crore) in 2008-09, with 64.7 per cent
of this coming from business outside India, and they employ around 357,000
people worldwide. The Tata name has been respected in India for 140 years for its
adherence to strong

Intoduction of Tata Motors

Tata Motors is one of the premier car manufacturing companies in India. In fact it
continues to dominate the car manufacturing sector in India accounting for
revenues of more than Rs. 35,000 crores in the year 2007-08. Apart from cars,
Tata Motors also happens to be one of the largest manufacturers of trucks and
buses in India. Over 23,000 people are employed with this Indian firm.

14
Beginning of Tata Motors

The firm was initially known by the name of TELCO, Tata Engineering and
Locomotive Company. During the early years, TELCO used to manufacture
locomotives. It was only later that it ventured into the commercial vehicle segment.

JRD Tata founded Tata Motors in the year 1945

In 1954, Tata Motors operationalised its activities in the commercial vehicle sector.

The Middle Years

During the middle years in the history of Tata Motors, the company started
expanding its operations dynamically. The first commercial vehicle to have come
out of the Tata Motors' fold was a copy of the Daimler Benz model. In the later
years, heavy commercial vehicles started making its appearance.

In 1960, Tata Motors manufactured its first ever commercial vehicle.

In 1986, the first LCV, Tata 407 was introduced.

Present time

In present times, Tata Motors continues to be a brand to reckon with. It's no mean
task to be the largest car manufacturing company in India.

In 2004, Tata Motors got itself listed on the NYSE.

In 2005, the company became one of the top 10 corporations in India.
In March 2008, Tata Motors acquired the British Jaguar Land Rover
business from Ford Motors.

Popular Tata Motors Brands

Some of the popular Tata Motors products have been listed below.

Safari Dicor
Tata Indigo
Tata Indigo SX
Tata Indica
Tata Indigo Marina
Tata Magic
Tata Sumo

Tata Motor's Nano Car

15
Tata Motors is manufacturing a car, Nano that aims to be the world's most
inexpensive production car. The Nano car is priced around Rs. 1,00,000. That has
caused other automobile companies like Bajaj Auto and Mahindra-Renault to
announce plans to launch cars within the same price range.

International
operations

In recent years, Tata Motors has expanded globally and now has significant
presence in several, major countries of the world. Tata Motors carries out
production and assembly operations in the following countries.

South Korea
Thailand
South Africa
Argentina

The car manufacturing company also has plans to expand operations to other
international locations like:

Turkey
Indonesia
Eastern Europe

In the last decade, Tata Motors has managed to become a global brand and is
definitely one of the major car manufacturing companies to watch out for.

Tata Motors Limited is India's largest automobile company, with consolidated

revenues of Rs.70, 938.85 crores (USD 14 billion) in 2008-09. It is the leader in
commercial vehicles in each segment, and among the top three in passenger
vehicles with winning products in the compact, midsize car and utility vehicle
segments. The company is the world's fourth largest truck manufacturer, and the
world's second largest bus manufacturer.

The company's 23,000 employees are guided by the vision to be "best in the
manner in which we operate, best in the products we deliver, and best in our value
system and ethics."

Established in 1945, Tata Motors' presence indeed cuts across the length and
breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first
rolled out in 1954. The company's manufacturing base in India is spread across
Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh),
Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance
with Fiat in 2005, it has set up an industrial joint venture with Fiat Group
Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and
Fiat powertrains. The company is establishing a new plant at Sanand (Gujarat).

16
The company’s dealership, sales, services and spare parts network comprises over
3500 touch points; Tata Motors also distributes and markets Fiat branded cars in
India.

Jamshedpur plant

MANUFACTURING

Established in1945, the Jamshedpur unit was the company's first unit and is
spread over an area of 822 acres. It consists of 4 major divisions - Truck Factory,
Engine Factory, Cab & Cowl Factories, and the Novus. The divestments in March
2000 hived off the Axle and Engine plants into independent subsidiaries viz. HVAL
&HVTL, respectively.

The Truck Division boasts of two assembly lines. The main assembly line,
measuring 180m in length has 20 work stations with a vehicle rolling out every 8
mins. The other line is dedicated to special purpose vehicles and for meeting the
requirements of the Indian Army. The uniqueness of the Factory lies in its
possession of
· Advanced facilities for manufacturing long members comprising of a set-up of
5000 Tones Hydraulic press line, cut-to-length line for strip preparation purchased
from M/s Kohler of Germany and a Camber Correction line.
· Facility for hot forming of axle halves with a 3000 tone press and heating furnace.
· Flexibility in manufacturing frames with an
off line Proto-typing facility

The area 1954 where the construction is

running we can show with the help of
diagram

MODELS OF TATA MOTORS

Tata has provided so many models of the vehicles these all are
given below.

A series of new products reflecting a changing consumer mindset. The Commercial

vehicle division was moving towards not just selling a vehicle but a transport

17
solution. In passenger vehicles, the Tata Indigo made its mark on Indian roads.
With the acquisition of the Daewoo plant in Korea, heavy commercial vehicles with
a loading capacity ranging from 15T GVW to 45T GVW were added to the Tata
Motors range.

207 DI Safari Indica V2

LPT 1109 Sumo Victa Tata Novus range

EX range Safari EXi Petrol Indigo

The nineties marked the Company’s foray into the passenger vehicle
segment with the Tata Sierra and the Tata Estate. In the MUV segment, we
saw success with the Sumo and the Safari. The late nineties saw a dream
realized the launch of the Tata Indica- India’s first fully indigenous passenger
car.

18
 Indica LPT 709 Tata Sierra

Tata Safari Tata Estate Sumo Deluxe

Tata Sumo

Approximately 32 applications for LCV manufacture had been approved by

the Government of India, and most with foreign collaboration. To this, Telco’s
R&D had a savvy market answer- the 407 specifically created for Indian roads
and quick to become the market favorite. We also launched the first fully
indigenous pick-up, the Tata mobile, a vehicle ahead of its time.

608 Pick Up SFC 407 Tata Mobile

Tata 1210

Telco’s bread and butter model- the 1210 semi-

forward truck conquers Indian roads.
The term ‘semi-forward’ meant that the driver’s cabin

19
 was brought forward half the way towards the front end. In the
bargain additional loading space on the platform was created. It also
satisfied the psychological need of the driver to have something
ahead of him to take the first shock in the event of a collision Tata 1210

Tata Mercedes Benz trucks

All hands Indian and German stretched forth for the job. Step by
step the men carried out the assembly and finally, the first Tata
Mercedes Benz vehicle was assembled. The coveted place in
history went to a 5-tonne load carrier. For Telco, the Auto Era was
on the road!

Tata Mercedes Benz trucks

First truck of the Tata in Pune

June 1969 to Dec 1976, Telco gave the market as many Tata
vehicles as the Tata Mercedes Benz vehicles produced in the
earlier 14 years.

First truck at the Pune in 1977

Welcome to Cargo Motors

Cargo Motors is a division of Imperial Holdings and proudly represents one the
leading names in the South African motor industry.

In line with the Mercedes-Benz SA Dealer Network Strategy the Cargo / Mercurius
business is divided into the following Brands:

20
 • Mercedes-Benz Passenger Cars
• Mercedes-Benz Commercial Vehicles
• Chrysler Jeep Dodge Passenger Cars
• Mitsubishi Passenger Cars and
• Freightliner/Fuso Commercial Vehicles.

Cargo's activities include new and used vehicle sales, parts and service, financial
services and fleet support.

At Cargo Motors, we believe "The brand promises, the experience delivers" and
that is why we strongly commit to deliver excellent, professional and passionate
service to our customers.

Thank you for visiting our website and it would be a great pleasure to welcome you
soon at one of our Cargo Motors dealerships

CARGO/MERCURIUS MOTORS

The Cargo/ Mercurius Motors is one of the leading names in the South African
motor industry. The company was formed in 1955 when Jack Mincer bought the
Saker-Bartle group. This group of companies included D H Saker, the franchise
holder for Studebaker cars and trucks as well as Vanguard cars and Mercedes-
Benz trucks. The potential of Mercedes-Benz having its own identity was soon
recognized and "Cargo" was formed purely for this franchise (Mercedes Benz
trucks), while D H Saker retained Studebaker and Vanguard.

The name "Cargo" is a combination of the first letters of the first names of the
founders of Daimler-Benz, CAR(L) Benz and GO(TTLIEP) Daimler. On occasion, it
has also been said that means just CAR GO or that in our early years, we mostly
sold trucks and were therefore in the "CARGO" business.

Cargo's main source of income in 1955 was derived from truck sales but in the
same year the first car, a Mercedes-Benz 180 was imported and sold. In 1956 a
total of 93 cars were sold.

Cargo's initial premises consisted of a showroom and offices in 92 Marshall Street

and a corrugated iron workshop in Harrison Street. The total personnel
complement was about 20.

The original franchise area comprised of 37 magisterial districts stretching from the
Northern Cape and Bechuanaland to Swaziland including the Transvaal, except
Pretoria and Northern Transvaal. The area was covered by traveling salesmen and
later a steadily growing network of Cargo branches and dealers.
In 1956, Cargo's workshop in Harrison Street was moved to Bacon Road where we

21
occupied only a small section of the building mainly used by D H Saker. Also in the
late fifties, D H Saker was renamed Lindsay Saker.
In 1962 a general representative for South Africa was appointed by Daimler-Benz A
G in the form of UCDD (United Car and Diesel Distributors) (Pty) Limited which
became known as Mercedes-Benz of South Africa (Pty) Limited. This meant a total
reorganization of the dealer network. In 1998, Mercedes Benz SA became
DaimlerChrysler South Africa.
In 1963, Cargo Johannesburg and Lindsay Saker went public and a holding
company called Saficon Investments Limited was formed to incorporate both,
providing them with finance and guidance. This was followed by the purchase of
Cargo's sister companies in Klerksdorp, Germanton and Benoni.

Still in the sixties, the rising Mercedes-Benz population in Johannesburg

necessitated the expansion of our services and in line with Cargo's strategy to bring
our services to our customers' doorsteps; we acquired several service stations,
namely Illovo, Braamfontein, Cartograms and North cliff. Meanwhile in October
1968 Cargo city in Stott Street was completed. Based in Selby, Cargo city was one
of the largest Mercedes-Benz service centers outside of Germany. In the 1970's
Cargo continued to expand its operation by opening more service stations in
Morningside, Sand ton, Wynberg and Language - the latter two being
predominantly truck facilities. Due to product) and Western Star (maintenance only)
form part of the commercial vehicle arm of Cargo Motors.

In July 2004, Cargo Motors took over the Mercurial dealerships in Airport, East
Rand Mall and Kempton Park and later acquired Polo wane in February 2005

Cargo and Mercurial both owned by the Imperial Group were consolidated under
the Cargo Management structure as agreed by DaimlerChrysler South Africa.

Although Cargo/Mercurial operates under separate names they are effectively run
as one business.

In October 2005 Magic Merkel Motors in Tandem was purchased and trades under
the name of Merkel Motors and forms part of the Polo wane Market Center.

Towards the end of 2001 the DaimlerChrysler Dealer Network Strategy was
proposed which focused on Brand Separation. This necessitated the creation of
Brand operated Lifestyle Centers e.g. Mitsubishi, Chrysler Jeep and Mercedes
Benz Commercial Vehicles Lifestyle Centers This upgrade to facilities is largely
complete with Mercedes Benz Passenger Cars Lifestyle Center due for completion
in 2007.

The Cargo/Mercurial business is divided into Brands. The Brand Centers catering
for the specific Brand i.e. Mercedes-Benz Passenger Cars; Mercedes-Benz
Commercial Vehicles; Mitsubishi Passenger Cars; Freightliner/Fuso Commercial
Vehicles. The business operates territorially on the East Rand and has Market

22
Centers in Polokwane/Tzaneen and Potchefstroom and Klerksdorp, which are multi
branded.

Cargo/Mercurial Motors is a progressive, stable company ranking with the best in

the industry. We have a complement of approximately 1 100 employees.

We proudly live up to the following values:

• Honesty and Integrity

• Respect
• Passion
• Care

TATA & FIAT

IN a development that could see a major

realignment in the domestic automobile
industry, Tata Motors and Fiat came together
on a single platform on Friday to announce a
strategic relationship for sales and marketing
of Fiat cars through Tata dealerships.

Both Tata Motors' Chairman, Mr Ratan Tata,

and Fiat SPA Chief Executive Officer, Mr. Sergio Marchionne, who had specially
flown in to be present at the press conference,

were quick to point out that it was not a joint venture yet, but dropped enough hints
to suggest that this first step could see both the auto giants entering into a deeper
relationship.

"This is not a joint venture, but this is the start of a relationship which could go
beyond even a joint venture," Mr Tata said. "It is a relationship which is beginning
to form. We want to give it time," Mr Marchionne said. Earlier, Tata Motors'
Managing Director, Mr. Ravi Kant, told reporters that a selection of Fiat cars along
with service and spares will be available across Tata dealers from March. Dealers
will display the new Fiat logo along with that of Tata. This deal is the first of several
joint initiatives that has been started after the two carmakers signed a
memorandum of understanding in September 2005.

23
Mr Marchionne agreed that Fiat has not been successful in making any dent in the
Indian market.

"Today's agreement is a recognition that we do need to have a major presence in

the market," he said. Mr Tata also said that though the Tata Motors was running at
nearly full capacity, no decision has been made on utilising Fiat's capacity.
"Whether we do it in Pune, Ranjangaon or a new location remains to be seen," Mr
Tata said. He said the current alliance was an evolving relationship that did not
have any barriers.

"It is very prudent not to over promise or overstate. Probably this is the healthiest
way to start a relationship with no holds barred to where we go," Mr Tata said.

Mr Marchionne said there is a possibility of the product portfolio in India being

expanded, though it will not be done this year. He said during the last 12 months,
Fiat has taken a conscious decision to open itself to other car companies globally.
"It is also important to share its technology, revenues and product development
capabilities," he said.

Mr Marchionne said even though the company has tied up with Suzuki for the
diesel engine plant being set up in India, it would not pose a problem for any new
joint ventures with other partners.

He said Fiat was financially stable after a long time.

"We have the highest of financial stabilities so far and probably we have the best
dealership team so far," he said.

Type of vehicles
Two types of vehicles: these are given below:

Heavy and medium vehicles

Tata Motors is India's largest and among the worlds top five medium and heavy
commercial vehicle manufacturers.

24
Tata Motors provides a wide variety of commercial transportation solution and
covers the entire gamut, right from Tippers to Special Purpose Vehicles, to 6x4 and
4x4 off-road vehicles.

The range of commercial vehicles includes multi-axle and heavy-duty trucks,

tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies.
The comprehensive product range has enhanced the company’s image as a value-
added M&HCV manufacturer. The company ranks as the world’s fourth largest
truck manufacturer in the combined category of Light, Medium and Heavy
Commercial Vehicle.

If you are looking for smooth and consistent performance of your heavy commercial
vehicle and pick-up trucks, then explore the Tipper range from Tata Motors.

Tata Motors is India's largest and among the worlds top five medium and heavy
commercial vehicle manufacturers.

Tata Motors provides a wide variety of commercial transportation solution and

covers the entire gamut, right from Tippers to Special Purpose Vehicles, to 6x4 and
4x4 off-road vehicles.

The range of commercial vehicles includes multi-axle and heavy-duty trucks,

tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies.
The comprehensive product range has enhanced the company’s image as a value-
added M&HCV manufacturer. The company ranks as the world’s fourth largest
truck manufacturer in the combined category of Light, Medium and Heavy
Commercial Vehicle.

Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport
heavy loads efficiently. These heavy commercial vehicles offer superior fuel
efficiency, faster turnaround time, improved tyre life and better drivability

There are heavy demands of the tipper vehicles

right from Tippers to Special Purpose Vehicles, to 6x4 and 4x4 off-road vehicles.

The range of commercial vehicles includes multi-axle and heavy-duty trucks,

tractor- trailers & tippers and fully built solutions like tipper-trailers & load bodies.
The comprehensive product range has enhanced the company’s image as a value-
added M&HCV manufacturer. The company ranks as the world’s fourth largest

25
truck manufacturer in the combined category of Light, Medium and Heavy
Commercial Vehicle.

Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport
heavy loads efficiently. These heavy commercial vehicles offer superior fuel
efficiency, faster turnaround time, improved tyre life and better drivability.

1) LPT 1613 TC with new tilt cabin and load body - The new tilt
cabin and load body is Tata Engineering's response to address the prevailing
anomalies where the truck bodies do not conform to any engineering or safety
standards, making them potentially unsafe and less economical. The cabin in the
LPT1613 TC is an all-steel construction manufactured to global engineering and
safety standards. The load body design ensures that the unladed weight of the
vehicle is nearly 1 ton lower than existing vehicles, thus enhancing the transporters'
profitability

LPT 1613

26
Power : 130 HP
Weight : GVW 15660 /16200 kg
Drive : 4x2
Available in Right Hand Drive
Details | Product shot

SE 1613 697 TCIC 4x2 SE 1613 TC 4x2 BS2 LPT 1613 697 TCIC
4x2

LPT 1613 TC 4x2 BS2 SK 1613 697 TCIC 4x2 BS2 SK 1613 TC 4x2
BS2

LPK 1613 697 TCIC 4x2 BS2

These all are available in the market and heavy demand every
customer.

These vehicles have same chase but different -2 bodies.

2) 2515:- 2515 is that type of model of the cargo motors in which has
heavy capacity for keep up the load these are looking very power full.

27
The meaning of 2515 is 25 ton keeping capacity and 150 harsh powers

LPT 2515
Power : 142 HP
Weight : GVW 25000 kg
Drive : 6x2
Available in Right Hand Drive

LPT 2515 TC 6x2 BS2 2515 BULKER LPT 2515 LOAD

BODY

3) 2518:- 2518 is a same as the 2515 only different between both are
chase no and H.Power.

LPT 2518
Power : 176 HP
Weight : GVW 25000 kg
Drive : 6x2
Available in Right Hand Drive

28
LPT 2518 LOAD BODY LPK 2518 TC

4) 4018:- 4018 is a very heavy vehicle all the cargo motors. This is very
popular vehicle this is use for the heavy work load.

LPS 4018
Power : 177 HP
Weight : GVW 40200 kg
Drive : 4x2
Available in Right Hand Drive

4018 bulker

Light Commercial Vehicles (LCVs)

SFC 909 Turbo High Deck –

29
LPK 909
Power : 90 HP
Tipper Body Vol: 5 cubic meter
Available in Right Hand Drive

- Bharat Stage II Compliant – The new 6-Ton payload truck offers a

vehicle designed for multipurpose applications. At the heart of the
new SFC 909 is the modern technology 497 Turbo engine, which
provides superior pickup and fuel efficiency. SFC
construction and Scam Air Brakes ensure driver safety in
both highway and off-highway applications. Factory fitted
runner mounted high deck load body provides a ready-to-use
truck that can be put to use from the first day. Bigger 8.25
x16 -16 PR tires along with a reinforced chassis and suspension ensure that
the SFC 909 can take on any road and load abuse. The 160-litre fuel tank
provides added convenience to our customers.

The new TATA 207DI Single Cab Pick Up –

207 DI EX
Power : 63 HP @ 2800 rpm
Drive : Available in Right Hand Drive and Left Hand Drive
Available in single and crew cab version

The nascent Pick-Up segment gets a vehicle it

deserves in the form of the 207DI. The legendary
407 engine or the TATA 497SP27 High Torque
engine used here, delivers a huge 18.0 mkg
of torque at 1500 – 2000 rpm with a
maximum engine output of 60hp at 2800 rpm.
The 3 litre or 2956 cc engine ensures fantastic
pulling power on a gradient and an excellent pick

30
up at rated payload. The rugged, macho looks of the vehicle are combined with a
power steering that makes driving it effortless. With a loading area of 7.9ft x 5.4ft, it
offers the largest loading area in the pick up segment, thus proving its multiple
applicability and less number of trips for the user.

The new Tata 207DI Crew Cab

Pick Up -
- Like its single cab variant, the 207DI
Crew Cab, comes with the legendary 407
engine. With two bucket seats in the front
and a seating capacity of three behind,
driving this machine with its Power
Steering, Steering Tilt mechanism, huge
18.0 mkg of torque and a powerful 60 hp
at rated pay load, is an effortless, yet
exhilarating experience.

Designed for urban and rural use, the The 207 DI EX allows easy and extra
loading, and offers better stability and handling to the customer.

Built to last, the new TATA 207 DI EX offers higher fuel efficiency, rugged stronger
suspension, larger clutch, and better maneuverability along with power steering for
a better ride. In all the TATA 207 DI EX is packed with high safety and handling
characteristics.

Tata ace

ACE
Power : 16 HP @ 3200 rpm
Available in Right Hand Drive

- The ACE is a small vehicle that opens up

big opportunities. Ideal for short, narrow
roads as well as long highway hauls, for

31
small bulky loads and large heavy ones, the ACE is an innovative 4-wheeler
offering from Tata Motors. The small exterior belies the power-packed
technologically-superior engine which gives the ACE high power and high loading
capacity. Get the big ACE advantage. Make a small decision

Tata winger

Winger
Power : 90 HP @ 4300 rpm
Available in Right Hand Drive

Brings distances closer. Takes your business

further. Be it a relaxing trip with the family to tourist
destinations, airport transfers or transport of
delegates to corporate conferences, the Winger
Maxi Van makes a perfect choice.

This spacious van not only provides a smooth ride,

but also helps passengers arrive at their destination
feeling fresh and relaxed

Buses
The Low Floor integral rear engine
coach - This bus combines the
flexibility of a modular design with
the safety provided by a welded
tubular type shell construction. The
160 hp Euro II Cummins engine
with automatic transmission and
pneumatic suspension (both at
front and rear) provide for excellent
passenger comfort and reduced
diver fatigue. An automatic
ticketing machine makes it ideal for
urban transportation eliminating the

32
need for a conductor. The internationally acclaimed Global Positioning System
(GPS) enables transport managers to monitor, analyze and optimize operation of
their fleet. Attachments to the GPS provide operators with service and maintenance
schedules enabling high degree of uptime and maximization of passenger facilities.

Environment efforts
Green Matters

Tata Motors, a Company that cares about the future...

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit
to Corporate Social Responsibility. It is a signatory to the United Nations Global
Compact, and is engaged in community and social initiatives on labour and
environment standards in compliance with the principles of the Global Compact. In
accordance with this, it plays an active role in community development, serving
rural communities around its manufacturing locations.

33
Tata Motors believes in technology for tomorrow. Our products stand testimony to
this. Our annual expenditure on R&D is approximately 2% of our turnover. We have
also set up two in-house Engineering Research Centres that house India's only
Certified Crash Test Facility. We ensure that our products are environmentally
sound in a variety of ways. These include reducing hazardous materials in vehicle
components, developing extended-life lubricants, fluids and using ozone-friendly
refrigerants. Tata Motors has been making a conscious effort by implementing
several environmentally sensitive technologies in manufacturing processes. The
Company uses some of the world's most advanced equipment for emission check
and control.

Tata Motors concern is manifested by a dual approach -

1. Reduction of environmental pollution and regular pollution control

drives
2. Restoration of ecological balance.

Our endeavors towards environment protection are soil and water conservation
programmed and extensive tree plantation drives. Tata Motors is committed to
restoring and preserving environmental balance, by reducing waste and pollutants,
conserving resources and recycling materials.

Restoring Ecological Balance

Tata Motors has set up effluent treatment facilities in its plants to avoid release of
polluted water into the ecosystem. In Pune, the treated water is conserved in lakes
attracting various species of birds from around the world thus turning the space into
a green belt.

Tree plantation programmed involving villagers and Tata Motors employees, have
turned acres of barren village land green. Tata Motors has planted as many as
80,000 trees in the works and the township and more than 2.4 million trees have
been planted in Jamshedpur region. Over half a million trees have been planted in
the Poona region. Tata Motors has directed all its suppliers to package their
products in alternate material instead of wood.

Reducing Pollution

Tata Motors has been at the forefront of the Indian automobile industry's anti-
pollution efforts by introducing cleaner engines. It is the first Indian Company to
introduce vehicles with Euro norms well ahead of the mandated dates. Tata Motors'
joint venture with Cummins Engine Company, USA, in 1992, was a pioneering
effort to introduce emission control technology for India. Over the years, Tata
Motors has also made investments in setting up of an advanced emission-testing
laboratory.

34
With the intention of protecting the environment, Tata Motors has upgraded the
performance of its entire range of four and six cylinder engines to meet
international emission standards. This has been accomplished with the help of
world-renowned engine consultants like Ricardo and AVL. These engines are used
in Tata Motors vehicles in the Indian market, as well as in over 70 export markets.

Tata Motors is constantly working towards developing alternative fuel engine

technologies. It has manufactured CNG version of buses and followed it up with a
CNG version of its passenger car, the Indica.

Tata in Asia Pacific

Asia Pacific is a key market for the Tata Group. The Group enjoys a strong brand
presence in many countries in this region and several Tata companies have a
significant market share in the industry segments in which they operate.

Indian subcontinent
• Taj Hotels Resorts and Palaces
• Tata Communications
• Tata Motors
• Tata Steel
• Tata Tea

35
 • Tetley Group

South East Asia

•INCAT
• NatSteel
• Tata Communications
• Tata Consultancy Services
• Tata Motors
• Tata Precision Industries
• Tata Steel
• Tata Technologies

East Asia
Corus
•
• TACO
• Tata Communications
• Tata Consultancy Services
• Tata Motors
• Tata Steel
• Tata Tea

Australia
• Taj Hotels Resorts and Palaces
• Tata Communications
• Tata Consultancy Services
• Tata Interactive Systems
• Tata Steel
• Tetley Group

Important_facts

1) In 1968, Russia’s space shuttle, after completing its orbit and making
its scheduled landing in the Indian Ocean completed its journey over
land in a Tata truck

36
2) In the 1971 war, 45,000 trucks were used by the Indian army, at heights
of up to 15,000 feet where even roads did not exist.

3) The name Indica is derived from the words ‘India’s Car’.

4) Tata Motors is the youngest passenger car company in the world

5) Tata Motors September sales at 52,513 vehicles, growth of 6 per cent

6) Exports:- the Company’s sales from exports at 2,863 vehicles in

September 2009 were lower by 35 per cent compared to 4,413 vehicles in
September last year. The cumulative sales from exports for the fiscal at
13,223 vehicles were lower by 40 per cent over 22,040 in the same period
last year.

7) Tata Motors reported a 51 per cent increase in total vehicle sales

during April 2006.

Structure of the cargo motors in Punjab

Cargo house BSF chunk jalandhar

37
 CARGO HOUSE BSF CHUNK
JALANDHAR

AMRITSAR PATHANKOT BATALA

PATHANKOT HAS TWO

WORKSHOPS

PCD DALHOUSE ROAD

CVD MALIKPUR
PATHANKOT

BRANCH MANAGER MANAGER

MR. SANJEEV KUMAR MR. VENU GOPAL

The brief explain of the Malikpur Organizational structure is given below.

VENU
GOPAL
MANAGER

VEHICAL
INSPECTION SECURITY TOOL WARRANT BATH
VEHICLE SPARE REPAIR GUEST
AREA & RECEPTION OFFICE STORE & Y STARE ROOM
SERVICING DELIVERY PARTS BAY ROOM
GEN ROOM PARTS ETC
STATION

There are further part of the Repair bay, we can explain with the help of
diagram is given below.

38
 REPAIR BAY

DENTING,
ENGINE OVER PAINTING WELL USED
NEW ENGINES VEHICLE REPAIR PIT
HAULING & AREA
WELDING

OBJECTIVES OF THE STUDY

39
 • The main objective of the study is to know the satisfaction level of
the consumer for the service of the vehicles.

• Another objective for this survey is to know the perception of the

customer regarding to the service of the vehicles

• To know which type of vehicle is mostly come for the service in

the workshop.

• To know the relationship between customer and company.

• To know the preference of the customer regarding vehicle which

they want to buy.

RESEARCH METHODOLOGY

40
 Research is a careful investigation or inquiry especially through search for new
facts in branch of knowledge: market research specifies the information. Required
to address these issues: designs the method for collecting information: manage
and implements the data collection process analyses the results and
communicates the finding and their implications. Research problem is the one
which requires a researcher to find out the best solution for the given problem that
is to find out the course of action, the action the objectives can be obtained
optimally in the context of a given environment.

Data Collection :- The objectives of the project are such that both primary
and secondary data is required to achieve them. So both primary and secondary
data was used for the project. The mode of collecting primary data is personal
interview and sources of secondary data are various magazines, books,
newspapers, & websites etc.

1. Primary Data: The primary data was collected to measure the vehicles
coming for repair in workshop and their frequency of coming. The primary data was
collected by means of personal interview and analysis was done on the basis of
response received from the customers. The interview has been conducted in such
a manner that the consumer’s satisfaction level can be measured and consumer
can enter his responses easily.

2. Secondary Data: The purpose of collecting secondary data was to achieve

the objective of studying the recent trends and developments taking place in cargo
vehicles.

Sample size –
100 people and vehicles were selected.

Sampling Unit –
I take the sample from Pathankot city

41
Sampling Technique –
I choose random sampling technique.

Analysis and Interpretation

After the data collection, it was compiled, classified and tabulated manually and
with help of computer. Then the task of drawing inferences was accomplished with
the help of percentage and graphic method.

LIMITATIONS OF THE STUDY

42
It is said, “Nothing is perfect” and if the quite is true, I am sure that
there would be few shortcoming in this project also. Sincere efforts
have been made to eliminate discrepancies as far as possible but few
would have reminded due to limitations of the study. These are:

1. Limited scope
The survey was conducted in Pathankot thus the respondents
belonged to only this region of the country. This could have brought
bias into the study.

2. Assumption for the purpose of analysis

Some assumption was made while doing analysis and interpretation;
there could be few limitations in regard to these.

3. Work seasons
There is very importance for the season of the work because if there
are working season then they require for the service of the vehicles.

Data Analysis and Interpretation

For the purpose of analyzing, raw data was summarized in a master table and from
this table the results have been carried out. The questions having multiple

43
alternative choices. In the case of questions on likert scale, the mean scores were
calculated. In case of ranking questions the total score has been added and final
ranking is given by calculating mean. In case of checklist questions the average of
total no. of responses was calculated. In case of explanatory questions, the general
suggestions were summarized.

Analysis and Implementation

Q1. How many vehicles you have of cargo motors?

(1) 1 to 2 ( ) (2) 3 to 5 ( ) (3) more then 5 ( )

No of vehicles %age of vehicles

1 to 2 59%
3 to 5 32%
More then 5 9%

no of vehicles

60
1 to 2
40
3 to 5
20 more then 5

Interpretation: The above graph clearly shows that 59% of the respondents are
having 1-2 vehicles of cargo motors.

Q2 from where did you heard about this workshop?

(1) Magazines. ( )
(2) Newspapers. ( )
(3) Television. ( )

44
 (4) Local advertisement. ( )
(5) Friends ( )
(6) Others. ( )

Sources %age
Magazines 5
Friends 35
Newspapers 10
Television 15
Local advertisement 16
Others 19

sources magazines

35 friends
30
25 newspapers
20
television
15
10 local
5 advertisment
0 others

Implementation:- It clearly show that friends are the best the guides of the
consumers. Customers who have heard about the workshop from friends are more
than other sources.

Q3 From how long you are coming to this workshop?

(1) Less then six months. ( )
(2) Six month to one year. ( )

45
 (3) One year to two years. ( )
(4) More then two years. ( )

Time %age
Less then six months 11
Six month to one year 15
One year to two years 26
Two years to four years 30
More then four years 18

time come for service

11

15

26

30

18

0 20 40 60 80 100 120

less then six months six month to one year one year to two years
two to four years more then four years

Interpretation:- There are show that old customers are more then the new
customers but not totally old only with in the two to four years older customers are
very high population are come in the workshop for service.

Q4. Are you satisfied with the company’s free service plans?
(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )

46
 (3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )

Free services %age

Very dissatisfied 12
Somewhat dissatisfied 26
Neither satisfied nor dissatisfied 30
Somewhat satisfied 23
Very satisfied 9

free services

30
25
20
15
10
5
0
dissatisfied

dissatisfied

satisfied nor
dissatisfied
somewhat

somewhat

satisfied
satisfied

very
very

neither

Implementation:- the diagram clearly show that there are neither satisfied nor
dissatisfied people more then the other people. Very satisfied people are less then
the other.

Q5. Do you feel there is change requiring improvement in the procedure of the
service?
(1) Strongly disagree ( )

47
 (2) Somewhat disagree ( )
(3) Nether agree nor disagree ( )
(4) Strongly agree ( )
(5) Somewhat agree ( )

Improving the service procedure %age

strong disagree 1
Somewhat disagree 7
Neither agree nor disagree 15
Somewhat agree 26
Strong agree 51

Improvement of service

60
strong disagree
50
somewhat
40
disagree
30 neither agree nor
disagree
20 somewhat agree

10 strong agree

Implementation:- this chart shows that clearly there are 51 percent consumers
are strong agree from this question. Strong disagree percentage is only
1percentage consumers.

Q6. Do you agree that the services are done on time?

(1) Strongly disagree ( )
(2) Somewhat disagree ( )

48
 (3) Nether agree nor disagree ( )
(4) Strongly agree ( )
(5) Somewhat agree ( )

Service in time %age

Strongly disagree 40
Somewhat disagree 24
Neither agree nor disagree 17
Somewhat agree 12
Strongly agree 7

Agree from the service

40 strongly
disagree
30 somewhat
disagree
20 neither agree
nor disagree
somewhat
10
agree
strongly agree
0

Interpretation:-In this diagram show people tells that workers are doing service
not firstly they always delay the work of service 40 percentage consumers are
strongly disagree that workers are doing service his vehicles not in time, and 7
percentage consumers are say workers are doing his service in time.

Q7. Do you face any of the following problems when you come for the service?
(1) timeliness ( )
(2) customer relationship ( )

49
 (3) infrastructure ( )
(4) others ( )

Problem for service %age

Timeliness 46
Customer relationship 15
Infrastructure 5
Others 34

problem for service

other

infrastructure

customer
relationship
timeliness
5
15
46
0 10 20 30 40 50

Interpretation:- In this diagram we have clearly show that there are 46

percentage customers having timeliness problem, so there is a big factor which is
affected by the customer service. 5 percent customers have customer relationship
problem.

Q8. How will you rate the cargo motor in maintaining good customer relationship?
(1) Good ( )
(2) Average ( )
(3) Poor ( )

50
Rate of good customer relationship %age
Good 20
Average 57
Bad 33

bad

Average

good

Interpretation:- this diagram is show the rate of good customer relationship

from the customer. There are 57 percentage of customer has customer
relationship.20 percentage has tell there are good customer relationship but this is
less rate given by the consumers

Q9. Are you satisfied with the service charges?

(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )
(3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )

51
Satisfactory service charges %age
Strongly dissatisfied 21
Somewhat dissatisfied 26
Neither satisfied nor dissatisfied 23
Somewhat satisfied 17
Strongly satisfied 13

service charges

strongly
dissatisfied
somewhat
30 dissatisfied
25
20 neither satisfied
15 nor dissatisfied
10
5 strongly somewhat
0 dissatisfied satisfied
strongly satisfied

Interpretation:- In this there are show service charges satisfaction in the

diagram and 26 percentage of the customers are somewhat dissatisfied. 13
percentage customers are strongly satisfied, so we can say that there are
somewhat dissatisfied customers.

Q10. Which type of vehicles you want to buy?

(1) 1613 ( )
(2) 2515 ( )
(3) 2518 ( )
(4) 4018 ( )
(5) Other ( )

52
VEHICLES %age
1613 35
2515 12
2518 16
4018 18
OTHERS 19

Demand of the vehicles

OTHER
1613
2515
2518
4018
19

35

12

16

18

0 50 100 150

Interpretation:- This diagram is clearly shows that 1613 is a main vehicle which
is most of the people want to purchase this vehicle. Another side there are 2515 is
a that vehicle which is less popular and very less people want to buy this vehicle.

Q11. Will you want to come for service next time?

(1) Yes ( )
(2) No ( )
(3) Can’t say ( )

No of customer Percentage
Yes 72

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No 28

80
70
60
50
yes
40
no
30
20
10
0

Interpretation:- In this above diagram we have 72% those people, who want to
come for service and 28% those people they don’t want to come for service in the
workshop.

Q12. If you don’t come again, then what is the reason behind this?

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 (2) Poor timing. ( )
(3) Infrastructure ( )
(4) Poor dealing of Employees ( )
(5) Others ( )

Reason for not coming again %age

Poor timing 44
Infrastructure 3
Poor dealing of Employees 7
Others 18

70
poor timing
60
70
50 infrastructure

40
poor dealing of
30 employees
20 4 12 14 others

10

Interpretation:- In this there are mixed solution given by the consumers. There
are 44 consumers are agree to say that there are lack of time so they cannot come
again this workshop. 3 percent consumers are not coming from the Infrastructure
reason

Findings

• There are 35 percent of people want to buy 1613 vehicle,

because there
is heavy demand of 1613 vehicles because service station is near by
army.

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• When there are any vehicle come for service then, the service is not in
time because some workers are not working properly and they create
bad environment.

• There are only one complains from the customer side that service is not
in time.

• There are some customers are going to another private service station,
because the cargo motors always delay the service, so that they go to
the other service station.

• There are 72% people want to come for service, because there are not
another service station in the Pathankot area.

SUGGESTIONS AND RECOMMENDATIONS

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• Pathankot is an army area and there are heavy demands of
heavy vehicles so, there should be proper supply of the vehicles, so
that they can full fill the demand of the customer.

• Manager should be proper control of the lazy worker, because

they create bad environment in the workshop.

• Some time there is lack of parts of vehicles so that service is not

in time.

• There should be proper sitting facility in their service center

CONCLUSION

The development of project “CUSTOMER SATISFECTION” is a

original creative. As MBA student has tried to increase my experience

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and knowledge by working in a practical world. The project has been a
rewarding experience in many ways. We have gained as in sight into
the working of project –“CUSTOMER SATISFACTION”.
In course of development of this project I have
introduced too much questions and got a survey regarding the
consumer satisfaction about different vehicles. The project
“CUSTOMER SATISFACTION” is based on information about various
vehicles those who are come in the workshop for service. I found that
the satisfaction level of the customers those are come for the service in
the workshop. There are demand is more then the supply. Because
there are in army and they want to demand the vehicles, there are also
suitable GRIF they are regular demand for the 1613 vehicles and they
don’t complete the demand of the GRIF.
Finally, we would like to mention that this project has
given us an idea of handling real situations. We have made our
sincerest efforts to complete this work as much perfection as possible.

QUESTIONARE

Q1. How many vehicles you have of cargo motors?

(1) 0 to 2 ( ) (2) 3 to 5 ( ) (3) more then 5 ( )

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Q2 from where did you heard about this workshop?
(5) Magazines. ( )
(6) Newspapers. ( )
(7) Television. ( )
(8) Local advertisement. ( )
(9) Others. ( )

Q3 How long you are coming to this workshop?

(5) Less then six months. ( )
(6) Six month to one year. ( )
(7) One year to two years. ( )
(8) More then two years. ( )

Q4. Are you satisfied with the company’s free service plans?
(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )
(3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )

Q5. Do you feel there is change required for improving the procedure of the
service?
(1) Very disagree ( )
(2) Somewhat disagree ( )
(3) Nether agree nor disagree ( )
(4) Very agree ( )
(5) Somewhat agree ( )

Q6. Do you agree that the services are done on time?

(1) Very disagree ( )
(2) Somewhat disagree ( )
(3) Nether agree nor disagree ( )
(4) Very agree ( )
(5) Somewhat agree ( )

Q7. Which problem you face when you come for the service?
(5) timely ness ( )
(6) customer relationship ( )
(7) infrastructure ( )
(8) others ( )

Q8. How will you rate the cargo motor in maintaining good customer relationship?
(1) Good ( )

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 (2) Average ( )
(3) Poor ( )

Q9. Are you satisfied with the service charges?

(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )
(3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )

Q10. Which type of vehicles you want to buy?

(1) 1613 ( )
(2) 2515 ( )
(3) 2518 ( )
(4) 4018 ( )
(5) Other ( )

Q11. Will you want to come for service next time?

(1) Yes ( )
(2) No ( )
(3) Can’t say ( )

Q12. If you don’t come again, then what is the reason behind this?
(1) Poor timing. ( )
(2) Infrastructure ( )
(3) Poor dealing of Employees ( )
(4) Others ( )

Thanks for the participating in the survey

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BIBLIOGRAPHY
• www.Cargomotors.com
• www.tatamotors.com
• Magazines
• Newspapers

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