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Mahindra & Mahindra

QuaIity Manpower: Productivity &
ProfitabiIity

eIiefs @ Mahindra:

rand & Core purpose:

W Mahindra builds three things: products, services,
and possibilities...
W We will challenge conventional thinking and
innovatively use all our resources to drive
positive change in the lives of our stakeholders
and communities across the worldto enable
them to Rise...

ur reIation with Mahindra customers:

W e create the need.
W e are in direct contact with customers.
W e create the experience.
W e take care of the financing.
W e cater to the after sale service.

%he Service Marketing Mix:

CriticaI!!!!!

eed for high quaIity manpower:

ncreased Profitability
ncreased Customer Base by
retention & acquisition
Better customer service
High quality Manpower

ow to go about it???
W Proper JD & JS formulated.
W Service attitude to be focused on.
Recruitment
W Complete training of employees.
W Re-training at regular intervals.
Training
W "uarterly appraisal of employees.
W Corresponding feedback sessions.
W nnual compensation management.
Performance
assessment
***Overall, a very strong HR policy is recommended......

Customization + Standardization:
W Certain aspects in the showroom need to be standardized
while certain other aspects require customization.
W Standardization: mployees dress code, Feedback form,
Reference collection sheet.
W Customization: ayout of vehicles basis market demand,
Dealing with various customers.

W igh quaIity comes with high cost -

nitial investment on high quality manpower will yield to long term benefits.
mployees will be passionate about their role in the organization & willing
to contribute.
Customers will get a superior experience.
Customers will be retained & a positive word of mouth will help in acquiring
new customers.
Mahindra's values & core purposes will be taken care of.
Few myths to be broken:
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