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PREFACE
To carry out this research a sample study was pursued where the target
was made to the people of Delhi region. Various statistical and analytical
tools and techniques are applied to ascertain and depict the present
scenario.
Last but not the least I would like to thank GOD & MY FATHER
& MOTHER, for helping me in every aspect and in every part of
my summer training.
Hero Honda has a reputation of being the most fuel-efficient and the largest
selling Indian motorcycle. Its commitment of providing the customer with
excellence is self-evident. A rich background of producing high value products
at a reasonable price led the world's largest manufacturer of motorcycles to
collaborate with the world's largest bicycle manufacturer.
It was this affinity in working cultures of Honda Motor Company of Japan and
the Hero Group that resulted in the setting up of Hero Honda Motors Ltd. A
relationship so harmonious that Hero Honda has managed to achieve
indigenisation of over 95 percent, a Honda record worldwide.
Tactical promotions and excellent marketing helped Hero Honda establish itself
as an intelligent purchase. Its unique features like fuel conservation, safety
riding courses and mobile workshops helped the group reach in the interiors of
the country.
Well-entrenched in the domestic market, Hero Honda Motors Ltd. turned its
attention overseas, and exports have been steadily on the rise.
Over the years, the Company has received its share of accolades, including the
National Productivity Council's Award ( 1990-91), and the Economic Times -
Harvard Business School Association of India Award, against 200 contenders.
Its main Models are
• Hero Honda
o cbz
o splendor
o cd100
o cd100ss
o street smart
o passion
o Karizma
o CD dawn
o Ambition 135
1.4 VISION OF THE COMPANY
What started out as a Joint Venture between Hero Group, the world’s largest
bicycle manufacturers and the Honda Motor Company of Japan, has today
become the World’s single largest two wheeler Company. Coming into
existence on January 19, 1984, Hero Motors Limited gave India nothing less
than a revolution on two-wheels, made even more famous by the ‘Fill it – Shut
it – Forget it ‘ campaign. Driven by the trust of over 5 million customers, the
Hero Honda product range today commands a market share of 48% making it a
veritable giant in the industry. Add to that technological excellence, an
expensive dealer network, and reliable after sales service, and you have one of
the most customer-friendly companies.
In the words of Mr. Brijmohan Lal Munjal, the Chairman and Managing
Director, “We will continue to make every effort required for the development
of the motorcycle industry, through new product development, technological
innovation, investment in equipment and facilities and through efficient
management”.
1.5 HISTORICAL REPRESENTATION
1984
Company incorporated.
Technical collaboration signed.
Foundation stone lay.
1983 - shareholders agreements signed.
1985
First motorcycle (Model CD 100) produced.
1987
Engine plant started.
1,00,000th Motorcycle produced.
1989
Sleek model introduced.
1991
5,00,000th motorcycle produced.
CD-SS model introduced.
Economic times – Harward business school award for
excellent Governance to Hero Honda Motors Ltd.
1993
Hero group sponsors Hero cup five nations cricket tournament
1994
Splendor model introduced.
1995
National Award for outstanding contribution to the
development of Indian small scale industry (NSIC Award presented
by President of India)
The analyst award 1995 presented to Hero Honda Motors Ltd.
on being ranked 9th amongst the most investor rewarding companies
in India.
1996
1000 motorcycle per day production started.
1997
15,00,000th motorcycle produced.
Street model introduced.
Hero sponsored 6th women world cup cricket tournament.
1998
20,00,000th motorcycle produced.
1st Hero Honda Master golf championship held at Delhi.
1999
30,00,000th motorcycle produced.
CBZ model introduced.
7th World Cup Cricket tournament sponsored at England.
Most admired business Baron CEO award conferred upon
the Chairman Brij Mohan Lal Munjal.
2001
Passion and Joy motorcycle launched.
One million motorcycles produced in one single year.
50,00,000th bike produced.
Winner of the review-2000-Asia’s leading companies’
award 2000.
National productivity award for the best performance in
automobile and tractors.
Sir Jahangir Ghandy medal for industrial peace awarded to
Brij Mohal Lal by XLRI Jamshedpur.
2002
Declared “company of the year” by economic times business
award.
Chairman Brij Mohan Lal awarded the “entrepreneur of the
year” award by Business standard.
Ambition launched.
2003
Declared “company of the year” by economic times business
award for the second time.
Karizma the sports segment bike launched.
This all says about the golden past of the company and the company is
going on to the path of success.
1.6 INDUSTRY SCENARIO
The company signed the Indian skipper of cricket team Saurav Ganguly,
Virendra Sehvag, Harbhajan Singh, Zaheer Khan & Yuvraj Singh as
its brand ambassadors joining the add campaign together to promote
“Ambition”. All of these celebrities are the member of Indian cricket
team and very much popular in younger generation. In the last year with
the launch of its new premium bike Karizama Hero Honda signed its new
brand ambassador who is a cine star and is also very popular. He is Hritik
Roshan.
Hero Honda has always taken a lead in terms of defining service standards
in two wheeler industry with an aim to provide "Total Customer
Satisfaction" for their valuable customers across the country and also
internationally. We are constantly endeavoring to improve the quality of
our service facilities at our Dealerships. The first and foremost step to
achieve this was creating Automated Workshops at our Authorized
Dealerships and Service Centers across the country.
Automated Workshops
Customer Service
There are many more initiatives, which we keep on taking along with our
dealers to keep our customers always in our mind on top priority.
Hero Honda is also launching very soon a novel concept and a very major
initiative - Safety at their S4 Dealerships (Sales, Spare Parts & Safety)
2.2 METHODOLOGY
Defining the objective is the most important part of any study process. Proper
defining of the problem is a must for proceeding further with the research
process. The type of study to be carried out, the questions to be raised, the
sampling procedure to be followed, and the data to be collected, all depends on
a correct understanding of the problem. Also, by clearly focusing on the real
problem, the research job can be simplified and completed with the minimum
cost, effort and data.
Identified problem or the objectives of the research discussed in the report are:
1. Developing the research plan:
In this a plan was developed about how to collect the require information
i.e. whom to contact for gathering the relevant data. Data is the foundation
of all research. It is the raw material with which a researcher functions.
4. Collection of information :
The primary information was collected by face-to-face and direct
interviews with the peoples and the customers. They provide the
relevant information regarding the profile of the company as compared
to the other company in the Indian market. Most employees suggested
visiting company’s web site, as it was not possible for them to spare
time from their busy schedules.
The secondary sources of information were various web sites of the
companies, newspapers & magazines such as The times of India, The
Hindustan Times, Business world, Auto India, etc.
Hero Honda is spreading its wings and widening its business horizon
to reach and serve customers at new centers in the year ahead. The
company services are backed by a highly motivated and technology
driven team to achieve customers need, product expertise and
geographic reach.
As said a basic research was conducted at the company to enable the company
to assess how far the customers are satisfied with product and services of Hero
Honda. During the course of the study the following limitations were observed:
Since all the products and services are not widely used by all the
customers it is difficult to draw realistic conclusions based on the survey.
CBZ
Technical Specifications
Engine : Four-stroke/petrol
Transmission : Four-speed
Engine Displacement : 156cc
Tachometer : Yes
Max Power : 12.8b hp@8000 rpm
Wheel base: 1,330mm
Ground Clearance: 160mm
Ignition : Electronic CDI
Dry Weight: 140kg
Fuel tank Capacity: 12.5itres
Battery: 12V
Max Torque: 1.26kgm@6500rpm
Bore x stroke: 63.5mmx49.5mm
Max Speed: 120kph
Front Tyre size : 3.25x19"
Rear Tyre size: 3.50x19"
Splendor
A combination of style and economy makes the Splendor
is a bike worth investing in. The latest from the Hero
Honda factory offers both performance and looks. It has
good looks, excellent handling characteristics and a smooth drive over any type
of terrain, thanks to the changes in the suspension at front and near as well as
the new frame design. All these features contribute to the Splendor being one of
the best selling four stroke-two-wheelers in India. It also meets all the current
pollution standards. A healthier beat, springy ride and overall low maintenance
has aided in the record-breaking sales of this bike.
Technical Specifications
Engine : Four-stroke/petrol
Transmission : Four-speed
Engine Displacement : 97.2cc
Tachometer : No
Max Power : 7.2b hp@8500 rpm
Wheel base : 1,230mm
Ground Clearance : 159mm
Ignition : Electronic
Dry Weight : 100.3kg
Fuel tank Capacity : 10.5itres
Battery : 12V
F/R suspension : Tel Hydraulic fork
R/R suspension : Swing arm and Hydraulic damper
Max Speed : 90kph
Front Tyre size : 2.75x18"
Rear Tyre size : 2.75x18"
St
re
et
10
0
The Street 100 is Hero Motor's latest two-wheeler on offer in the step-through
category. The Hero Honda Street 100 is equipped with unique features like city-
clutch, which is designed specially for city driving. It has rotary gears, which
allow the rider to flip directly from the fourth gear to neutral once the bike has
come to a halt, a must for the present ‘stop-and-go’ traffic. A self-starter button
comes as an option. The Street can be purchased with a variety of seat layouts
and has options like a water pump, spray can, larger luggage tray, etc. Its major
competitor is the much cheaper K4 from Kinetic. Major plus points that justify
the higher price are the centrifugal clutch and the rotary gears. However, the
liberal use of plastics negates much of the ‘feel good’ factor and has hindered
sales to a large extent.
Technical Specifications
Engine : Four-stroke/petrol
Transmission : Four-speed
Engine Displacement : 97.2cc
Tachometer : N/A
Max Power : N/A
Wheel base : 1,205mm
Ground Clearance : 133mm
Ignition : Electronic
Dry Weight : 101kg
Fuel tank Capacity : 11litres
Battery : 12V
F/R suspension : Telescopic
R/R suspension : Swing arm and Hydraulic dampers
Max Speed : N/A
Front Tyre size : 2.25x17"
Rear Tyre size : 2.50x17"
CD100S
S
The CD100SS is designed for those who live life in the
fast lane, rough and tough, for those who would love to take a bike on the
stumbling village roads. It shares almost all components with the CD100,
except for the additional reinforcement. With larger, reinforced shock
absorbers, wider tyres, heavier body weight and engine guard, the Hero Honda
CD 100 SS weights slightly more, resulting in some cut down in the fuel
economy it offers. Minor problems of the CD100 have been rectified in the SS
model. If you wish to ride into the hinterland, this is the bike for you.
Technical Specifications
Engine : Four-stroke/petrol
Transmission : Four-speed
Engine Displacement : 97.2cc
Tachometer : No
Max Power : 7.0bhp@8000rpm
Wheel base : 1,220mm
Ground Clearance : 165mm
Ignition : Electronic
Dry Weight : 103kg
Fuel tank Capacity : 10.1litres
Battery : 12V
F/R suspension : Tel Hydraulic fork
R/R suspension : Swing arm and Hydraulic damper
Max Speed : 85kph
Front Tyre size : 2.57x18"
Rear Tyre size : 3.00x18"
Features :
Features :
Engine 4 stroke
Displacement 133 cc
Maximum Power 11 BHP / 11.15 PS @ 8000 rpm
Maximum Speed 100 KMPH
Gears 5
Frame Tubular single cradle, diamond type
Tyres: (Front) 2.75 X 18
Tyres: (Rear) 3.00 X 18
Headlight Trapezoidal 35 / 35 W
Fuel Efficiency 55 KMPL
CD DAWN
Features :
KARIZAMA
The all aluminium alloy engine (with pressed-in steel liner) features an
automatic cam chain tensioner, an air cut off valve (to prevent afterburning in
the exhaust muffler) and like on the CBZ and Ambition, an air injection valve
to keep tail pipe emissions in check. With all this and the extra cubic capacity,
the Karizma engine develops 16.76bhp at 7000rpm and 18.35Nm of torque at
6000rpm. This is about 2bhp and 5Nm more than what the Pulsar 180 makes
but the reasoning is that the engine had to be stressfree and this fact holds true
when out on the roads.
Transmission is via a five-speed gearbox which has had its final drive ratios
revised from those in the CBZ. A stronger multi-plate clutch is used to take
care of the enhanced power and torque figures. This time round Hero Honda
has not faulted and equipped the engine withan electric starter even though the
kick starter to be actuated requires the front right footrest to be folded out of
the way.
ENGINE:
TRANSMISSION:
PASSION PLUS
Features :
In the survey of rural as well as urban area it is found that in rural area the sale
of Hero Honda is less but in urban area it gives very exiting result. This may be
because of the conditions of roads there.
Area % of Respondents
Urban Area 72
Rural Area 28
28%
72%
All the respondents were from different areas. The samples were taken from the
mentioned areas for the survey. It was observed that the people of main town
like to use Hero Honda as they like all features of it. And is according to there
pocket
Areas % of respondents
Preet Vihar 42
Laxminagar 12
Cannaught Place 26
Shakarpur 14
Other 6
6%
14%
42%
26%
12%
The income distribution of the families of respondents shows that the bike,
which was considered earlier to be out of range for middle class families is now
becoming very fast an article for them.
8%
10%
36%
46%
Response % Of respondents
Driving known 96
Driving not know 04
4%
96%
Driving known Driving not know
FACTOR PROMPT TO BUY HERO HONDA
It should be stated that the performance is the most important factor followed by look. The
possible combination and corresponding number of respondents are shown in the table
below.
Features % of respondents
Performance 18
Look 11
Availability 5
Price 1
Maintenance 4
Brand image 5
After sale service 6
8%
2% 10% 22%
Performance Look Availability
Price Maintenance Brand image
After sale service
HOW DID THE RESPONDENT CAME TO KNOW ABOUT
THE BIKE?
The best media of advertisement (according to which the respondents came to know about
the bike) is the ads on television. Friends & magazine are the other sources. Only 2 % of
them came to know through hoardings.
2%
14% 2%
46%
36%
Television
Magazine
Friends
Hordings
Others
PURCHASE OF BIKE
Almost 94 % of the respondents say that they have purchased the bike by cash. Only 6% of
the respondents say that they have purchased their bike through bank loans.
Cash Purchase 94
Hire Purchase 06
6%
94%
Maximum no. of the Respondents have taken decision to buy the bike on their own. After that their
friends and parents influenced them.
Influencer % of Respondents
Parents 16
Self 54
Friends 18
Relatives 08
Others 04
4%
8%
16%
18%
54%
BIKES PREVIOUSLY USED
More than 60% were using Hero Honda CD100 bikes. They were followed by Yamaha
RX100 & very little have chosen other bikes.
6%
32%
62%
RATING OF BIKES
42% of the respondents have rated as the best bike they have used, but it is facing a stiff
competition from Pulsar & Fierro.
6%
14%
38%
28%
8%
6%
Would they buy the same model again or more importantly from the
manufacturers point of view… would they advise their friends to buy
it…?
So let the people know just how the two-wheelers fared on the road…
WORKS :
And how can we find out how they perform on the road?
The exercise started on 5th July, 2004. The fieldwork was completed
on 5th August, 2004.
Field investigators have spent more than 10,000 hours on the road,
carefully tracking down new owners of 14 popular bikes, to find out
what problems they have encountered in the first three months of
usage.
Responses were collected from about 100 people living in town for
each of the 24 models totaling to more than 2400 responses from
areas.
Aided recall technique was used through a structured questionnaire
based interview to collect the data from the field. Only full-time field
investigators of METRIC were employed for data collection to
maintain reliability of responses.
Findings :
The Indian two wheeler industry today offers more than 70 models to
a buyer. And manufacturers are launching new models every day……
More than 20 models were launched in the last year.
Top this up with a variety of promises ranging from free gifts and
financial schemes to the attractive looking models and jingles in the
advertisement.
In such a situation, the buyer has to first narrow down his search to a
given category of two wheeler. A lady doctor may decide to look only
at gearless scooters while a collegian with a rich father may only look
at premium bikes.
Do new launches have more problems than older ones? Naa…! Does
PPM score depend on who manufactured the vehicle…? See for
yourself!
1 Honda 146
2 LML 165
3 Hero Honda 176
4 Kinetic 183
5 TVS 196
6 Bajaj 196
7 Yamaha 223
TRANSMISSION WOES :
Gearless scooters/scooterettes have lowest number of TRANSMISSION
problems., complains Who fulfilled the promised performance and how
much…?
Sl No. Manufacturer % models above category average
1 Honda 100
2 LML 100
3 Hero Honda 67
4 Bajaj Auto 43
5 TVS 33
6 Yamaha 33
7 Kinetic 25
SCOPE AND COVERAGE :
Manufacturers and their Models:
*Hero Honda
f
5 Ambition
6 CD-100 / SS / Dawn / CD Dawn
7 Splendor / Passion
*Kinetic Engineering
8 Boss
*LML
9 Freedom
*TVS
*Yamaha
12 Crux / Crux R
13 Enticer
14 Libero
§ Overall Satisfaction
§ Overall quality
§ Instrument Panel / Dash Board
§ Locks
§ Control knobs / Switches
§ Handle
§ Lights
§ Body
§ Transmission
§ Engine
§ Wheels
§ Riding
5.1 RECOMMENDATION
It is clear from the report that the Hero Honda Motors is facing cutthroat
competition; hence the company’s manager has to be fast and smart so as to
understand the customers needs. They have to come up with various new
techniques or schemes to be able to cater to different categories of people.
Customers are becoming more wise day by day and they are now willing to
know all the in and out of the things happening around them. This has led to
increased customer awareness.
We can analyze that if the brand is reputed that doesn’t win the customers
delight unless it’s provided same value-added features or else we can say
competitive advantage.
• Surveys revealed that awareness of Hero Honda Motors is low among its
target segment for creativity awareness. The company has to take some
keen step for promotional activity.
• The company should regularly send the sales person who have good
communication skill to the customers so that they should be aware about
the product and services in market and know the quality of the services
offered by the company.
While Hero Honda has strong foothold in the industry, the company
should look into the areas of weakness.
In this connection, It is suggested that the company can look into the
following areas:
• The must move towards the rural areas to expand its sale.
QUESTIONNAIRE FOR THE SURVEY OF MOTORBIKES.
1. Name __________________________________________________
2. Address _____________________________________________
_____________________________________________
Yes [ ] No [ ]
Yes [ ] No [ ]
1. Hero Honda [ ]
2. Yamaha [ ]
3. Bajaj [ ]
4. L.M.L. [ ]
Thanks
BOOKS:
INTERNET:
www.herohonda.com
www.google.com