Service Management

Presentation in SM on Marketing Mix and Blue Print of Maruti Suzuki Service Station
Presented byAmir Khusroo JIML09010 Amrita Singh JIML09014 Ankit Khandelwal JIML09019 Ankur Oberoi JIML09026 Anu Nigam JIML09029 Anusha Arora JIML09030 Apurva Chaturvedi JIML 09032

Maruti Suzuki is one of India's leading automobile manufacturers and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned.  The Group’s operations are in 1200 towns and cities with 2628 workshops and also exports cars to other countries  Maruti Suzuki offers 15 models.  other activities of the Group comprise of facilitation of Pre-Owned Car Sales, Fleet Management and Car Financing.

Alto  A Star.  Swift. Esteem. Wagon R. Swift Dzire and SX4  Grand Vitara (Grand Vitara is imported from Japan as a completely built unit )  remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant . Zen Estilo. Omni.Variants  Maruti 800.

 The mission of Maruti is to motorise India . Maruti suzuki was born to make people’s car for middle class india.

Hindustan Motors-’Ambassador’ and Premier’s Padmini were both around 25 years out of date at that point .History  Established  Its' in February 1981 with Maruti 800 only competitors.

 Maruti 800. For its sincere efforts it has been rated (by customers) first in customer satisfaction among all car makers in India for ten years in a row in annual survey by J D Power Asia Pacific. till 2004.  The company vouches for customer satisfaction. . was the India's largest selling compact car ever since it was launched in 1983.

18. and 54.28% of the company was owned by the Indian government. With this.  . of India sold its complete share to Indian financial institutions.  As of 10 May 2007. Govt. of India no longer has stake in Maruti Udyog.2% by Suzuki of Japan  The Indian government held an initial public offering of 25% of the company in June 2003. Govt.

consumers will make perceptions based on their sight of the service provision which will have an impact on the organizations perceptual plan of the service. Process   Physical Evidence  . mechanic. and office boy. Refers to the systems used to assist the organization in delivering the service. including managers to technician. Process is the important ingredient which makes the organization success or failure.maRKETING MIX OF MARUTI SUZUKI SERVICE STATION People   Recruiting the right staff and training them appropriately in the delivery of their service In each service station 30-40 people are there.

Products  Maruti Suzuki offers 15 models. Maruti Suzuki has different price range for different product. Regular reminding of the service time period Providing Insurance and other service at one roof Segmenting for the regular customers. Price  Place  Promotion    . different price package are there. Maruti has 2628 listed Authorized service stations and 30 Express Service Stations on 30 highways across India.

 Service is a major revenue generator of the company.Service Station  Maruti has 2628 listed Authorized service stations and 30 Express Service Stations on 30 highways across India. where Maruti trains the local staff  The Express Service stations help many stranded vehicles on the highways by sending across their repair man to the vehicle . Most of the service stations are managed on franchise basis.

 Estimate is prepared and shown to the customer . fuel present.Service Process  Entrance : Security check or respective no.  Inspection Manager: Inspection of the vehicle  Job sheet: things to be done . km traveled. accessories. to the car in the queue.

. Three  copies of the job sheet is made and send to Supervisor Washing floor supervisor Account department  Time allocation to different mechanics  After the completion floor inspection manager checks the work done.

 Vehicle is let out of gate.  Road test by customer and supervisor. . Vehicle is send to next floor If satisfactory work done otherwise sent back.

 Follow up calls to the customer by CRM about the performance and up coming services. schemes and insurance laps. .

W W Called the customer … Front Stage Line of interaction customer test Contact person drive the car (visible actions) with the staff Line of visibility .Blueprinting of Maruti suzuki service station meline Act 1 Service Standards and Scripts Physical Evidence Visiting and greeted by the staff Make appointment W Confirmation of the customer Car checked and accessories car take to the diff dept.Stage Job card preparation Billing is done Contact person (invisible actions) Line of internal physical interaction Back Support Processes Make estimation Giveof the concerned mechanics Record is maintained the data base .

 Provide home delivery for customers  Follow up and free of cost servie in case of fault within 7 days  Less lead time  timely delivery  Maruti genuine products .Service differentiation  The customer is greeted with in 3 minutes after entering into the service station.

Service differentiation  Incase of complaints and time constraints picking and delivering the car by service mechanic is also in place  For lady customers door to door services  Two kind of services A+ and express .

MGP MASS and MGA  Maruti genuine products. Maruti authorized service station and Maruti genuine accessories.  During the service MGP is used  Incase of dissatisfaction original boxes are even shown to the customer  Maruti make sure about the service being delivered by the MASS .

so that there is not the repeat complain  Reward system for each and every employee targets are given .Employee efficiency and satisfaction  Employee performance is reviewed at the end of every month  The technicians or the mechanics for who’s end the complains came we send them for the training or keep and eye on the work of that particular person.

.Reward system  Reward system for each and every employee  Targets are given to the employees  The employee who gets the maximum points on the score card from the customer will be rewards by the company and by the agency where he is working.

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