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PGP2008-2010

SECTION- B
QUALITY MANAGEMENT PROJECT
ON

SUBMITTED TO- Mr. sumer s. yadav
By- sharad pandey
Pg20081183
About the company

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. Until recently, 18.28% of the
company was owned by the Indian government, and 54.2% by Suzuki of
Japan. The Indian government held an initial public offering of 25% of
the company in June 2003. As of May 10, 2007, Govt. of India sold its
complete share to Indian financial institutions. With this, Govt. of India
no longer has stake in Maruti Udyog.
Maruti Udyog Limited (MUL) was established in February 1981,
though the actual production commenced in 1983 with the Maruti 800,
based on the Suzuki Alto kei car which at the time was the only modern
car available in India, its' only competitors- the Hindustan Ambassador
and Premier Padmini were both around 25 years out of date at that
point. Through 2004, Maruti has produced over 5 Million vehicles.
Marutis are sold in India and various several other countries, depending
upon export orders. Cars similar to Marutis (but not manufactured by
Maruti Udyog) are sold by Suzuki and manufactured in Pakistan and
other South Asian countries.
Its manufacturing facilities are located at two facilities Gurgaon and
Manesar south of New Delhi. Maruti’s Gurgaon facility has an installed
capacity of 350,000 units per annum. The Manesar facilities, launched
in February 2007 comprise a vehicle assembly plant with a capacity of
100,000 units per year and a Diesel Engine plant with an annual
capacity of 100,000 engines and transmissions. Manesar and Gurgaon
facilities have a combined capability to produce over 700,000 units
annually.
During 2007-08, Maruti Suzuki sold 764,842 cars, of which 53,024
were exported.
Maruti Suzuki offers 13 models, Maruti 800, Omni, Alto, Versa, Ritz,
Gypsy, A Star, Wagon R, Zen Estilo, Swift, Swift Dzire, SX4, and
Grand Vitara. Swift, Swift dzire, A star and SX4 are maufactured in
Manesar, Grand Vitara is imported from Japan as a completely built unit
(CBU), remaining all models are manufactured in Maruti Suzuki's
Gurgaon Plant.

MISSION
An Organization’s mission is the purpose or reason for the
organization’s existence, means, what the company is providing to
society.
“Maruti seeks to create a more prosperous society
through automotive manufacturing”
Mission critical attitude and fiscal prudence has been a way of life
within Maruti, good or bad times notwithstanding. And what has fuelled
this over the last 18 months is the Japanese major's 3-G philosophy
pushed by Nakanishi, which he refers to as 'going back to basics'. "Arm
chair management doesn't help," says Nakanishi.
Genba (go to actual spot), Genjitsu (see what's happening) and
Gembutsu (identify actual problem) have laid down the framework for
Maruti in its 3-year rolling plan till 2010-11.
Maruti’s fundamental mission is to contribute to people’s lifestyles,
society, and the economy through automotive manufacturing. In
upholding this mission, we have always focused on the future of the
automobile industry when deciding how best to position our company.

VISION
While the global economy is deep in the recession roil and its tremors
being felt in India, the country's largest automaker seems unfazed, What
is helping Maruti today, is the company's ability to constantly innovate
even beyond product ,so the company’s vision is “We have to ensure
that any disruption in the environment doesn't jeopardize your market
position. If we say this vision in one line then it is “Maruti’s aims to
achieve long-term, stable growth in harmony with the environment,
the global economy, the local communities it serves, and its
stakeholders”.

SOME IMPORTANT FACT TO IMPROVE THE QUALITY OF
SERVICE BY MARUTI
➢ Maruti insurance This service started as a benefit or value
addition to customers and was able to ramp up easily. By
December 2005 they were able to sell more than two million
insurance policies since its inception .
➢ Maruti Finance "Maruti Finance marks the coming together of
the biggest players in the car finance business. They are the
benchmarks in quality and efficiency. Combined with Maruti
volumes and networked dealerships, this will enable Maruti
Finance to offer superior service and competitive rates in the
marketplace".

➢ Maruti True Value Maruti True service offered by Maruti Udyog
to its customers. It is a market place for used Maruti Vehicles. One
can buy, sell or exchange used Maruti vehicles with the help of
this service in India.

➢ Accessories Many of the auto component companies other than
Maruti Udyog started to offer components and accessories that
were compatible. This caused a serious threat and loss of revenue
to Maruti. Maruti started a new initiative under the brand name
Maruti Genuine Accessories to offer accessories like alloy wheels,
body cover, carpets, door visors, fog lamps, stereo systems, seat
covers and other car care products. These products are sold
through dealer outlets and authorized service stations throughout
India.

➢ Maruti Driving School For social responsibility Maruti Udyog
launched the Maruti Driving School in Delhi. Later the services
were extended to other cities of India as well. These schools are
modeled on international standards, where learners go through
classroom and practical sessions. Many international practices like
road behavior and attitudes are also taught in these schools. Before
driving actual vehicles participants are trained on simulators.

Quality Control Circles (QCCs)

To involve employees in productivity and efficiency improvement
activities, a team-based environment must be developed in which
they can participate actively in improving their process, product,
or service performance. One such employee participation program
is quality control circles (QCCs).
QC-circle activities are usually directed towards improvements in
the workplace. They focus on such areas as:

➢ Cost
➢ High performance rate
➢ Customer satisfaction
➢ Service after dilivery
➢ Safety
➢ Features
➢ Productvity
➢ Inovative ideas
CONCLUSION
It is a very straight and fact point of any market that if as a
manufacturer of automobile, whereas there are many competitor
available with high quality and effective price, you want to stable
then you will have to concentrate only one point that you have not
to compromise with quality .If you compromise with quality then
consumer will transfer themselves to some other brand. In the case
of Maruti this case is more sensitive because TATA NANO has
come in the market with low price and almost same quality like
maruti 800. So far if marutiwant to increase their consumer in this
time then like NANO it will have to come with some more
innovative quality like increase the comfortablity in the car ,some
more fashionable features etc.. And also with low price. And also
for the high Range car like SX4 ,although the performance of
SX4 is very good because it is selling 3000 units as against
HONDA’S 2456 units in the very first month of launch, but if
Maruti want to retain this type of growth then it (Maruti) should
work more to increase more quality and features because we know
very well that the behavior of consumer to see the features and
quality are routinely change day to day, and also we are seeing that
all of automobile manufacturer have involve to attract these
consumer with their new product .so it is time to very carefully
watching the changing behavior of consumer and make the
product according to their taste and preference.