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A

PROJECTREPORT ON

CUSTOMER SATISFACTION
FOR TATA PASSANGER CAR
SHREE BHARATA MOTORS LTD.

SUBMITTED IN
Partial Fulfillment Of The Requirements For The Award Of Master Of Business
Administration Program 2010 - 2012

SUBMITTED BY
SUCHISMITA KHADANGA
Roll No : 11MBAS03078

UNDER THE GUIDENCE OF


Prasanta Pattaniak

Srikant Chandra Pradhan

(Markiting Manger)

(Faculty Member)

DDCE, SAMBALPUR UNIVERSITY


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CERTIFICATE

This is to certify that Suchismita Khadanga bearing Roll No. 11MBAS03078 carried
out the Summer Training Report entitled CUSTOMER SATISFACTION FOR
TATAPASSANGER CAR, submitted in partial fulfillment of Master Degree in
Business Administration of DDCE, Sambalpur University, under my guidance. This is
not submitted to any other University or Institution for the award of Degree/Diploma
Certificate.

Moreover, she is sincere towards her work and hard working. I wish him success in all
future endeavors.

Prasanta Pattaniak

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EXAMINERS CERTIFICATE

This summer training report is submitted by Suchismita Khadanga of MBA


bearing the Roll No. 11MBAS03078 under DDCE, Sambalpur University
and forwarded for evaluation.

Internal examiner

External examiner

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CERTIFICATE OF APPROVAL
This is to certify that the summer training report entitled:
Customer Satisfaction For Tata Passanger Car
Submitted by Suchismita Khadanga (Roll No. 11MBAS03078), Sambalpur University, Burla towards
partial fulfillment of the requirements for the award of the degree of Master of Business
Administration (MBA) is a bona fide record of the work carried out by him under the able guidance of
Srikant Chandra Pradhan, Faculty, IMST, ANGUL.

(Approval of the center director)


Center Director

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DECLARTION
I Suchismita Khadanga, a bonafied student of IMST, Angul, do here by Declare
that

this summer training report entitled

Customer Satisfactoin

For Tata

Passanger Car submitted By me in partial fulfillment of the requirement for the


MBA degree Under DDCE, Sambalpur University. It is my own, not submitted to any
other Institute for published anywhere else before.

Suchismita Khadanga
Roll No :11MBAS03078

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ACKNOWLEDGE MENT
With unrestrained pleasure, I am Suchismita Khadanga (MBA), student of IMST,
Angul present this summer project report on Customer Satisfactoin For Tata
Passanger Car in the market scenario. With reference to Shree Bharat Motor.
It has been a challenging experience to explore this topic and work in such dynamic,
well known and established organization. It has been great learning experiences
from me.
I am indebted to Mr. Prasanta Pattaniak (Marketing Development Manager) for
leading his help and experience to me to be able to make a successful project on this
topic and without whom the project could not have attend this dimension.
I am equally grateful and would also like to extend my thanks Sanjay Samal (Director
IMST, Angul) and Srikant Chandra Pradhan, (Faculty of Marketing) for his valuable
suggestion and advice and without whose cooperation this project could have not be
completed.
I would like to addition to express my sincere gratitude to all the faculty members to
our institute for their enlightment and guidance at ever step. I am equally thankful to
all the staff members of shree bharat motor lakshmi sagar BBSR, and my friends who
always encourage me to give it my best.

Suchismita Khadanga

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PREFACE
Marketing is typically seen as the task of creating, promoting, and delivering goods
and services to customers and business. In fact, marketing people are involved in
marketing ten types of entities: goods, services, experiences, events, persons, places,
properties, organization, information and ideas.
The process of ascertaining consumers needs, converting them into a product or
service and then moving the product or service to the final consumers of user to satisfy
such needs and wants of a specific customer segment or segments with a emphasis on
profitability, ensuring the optimum use of resources available to the organization.
Its to my grate advantage that SHREE BHARAT MOTOR has given me this
opportunity to understand the CUSTOMER SATISFACTION FOR TATA
PASSANGER CAR in a broader sense.
I am highly obliged to receive this existing opportunity to work and gain
experience from an immensely cooperative, dynamic a challenging organization.
Hoping that you will appreciate my work.

Suchismita Khadanga

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INDEX
CHAPTER-1
Introduction of industry and companies background.
Product profile.
Organization structure.
The target market
Individual vehicle owners
Competition
Opportunity
CHAPTER-2
Objectives
Scope of the study
Area of the study
CHAPTER-3
Methodology
Data collection method
Sample size distribution
Limitation
CHAPTER-4
Analysis and interpretation
Suggestion
Personal learning
CHAPTER-5
Questionnaire for customers
Bibliography
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INTRODUCTION OF INDUSTRY &COMPANIES BACK GROUND


PRODUCT PROFILE.
ORGANIZATION STRUCTURE.
THE TARGET MARKET.
INDIVIDUAL VEHICLE OWNER.
COMPETITION.
OPPORTUNITY.

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INTRODUCTION OF INDUSTRY AND COMPANIES

HISTORY OF TATA MOTORS


Tata Motors Limited is India's largest automobile company and considered the leader in manufacturing
commercial vehicles. This automobile giant has released winning products in the top three vehicles
segments, namely compact, mid-size and utility vehicle. As per Tata Motors company information, it is
the fourth largest truck and third largest bus manufacturer in the world. Tata Motors employs over
25,000 employees, which are guided by the vision - Best in the manner in which we operate, best in
the products we deliver, and best in our value system and ethics."
Established in the year 1945, Tata Motors company cuts the length and breadth of India. The first
model of Tata Motors was rolled out in the year 1954, with over 5.9 million vehicles plying on Indian
roads today. The manufacturing units of this company are based in Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and Dharwad
(Karnataka). Moreover, its assembly units are also based in Argentina, South Africa and Thailand.
Despite the success in manufacturing commercial vehicles, Tata Motors diversified its portfolio and
began to look at other products. Thereafter, the firm started manufacturing small cars and, in the year
1998, launched Tata Indica and Tata Safari.
Tata Motors company forged a strategic alliance with Fiat in the year 2005, which directed it to build
cars and powertains at Ranjangaon (Maharashtra). The dealership, sales, service and spare parts
network of the company currently stands at 3500+ locations across the country. Tata Motors also
distributed and marketed Fiat branded car in India under a 50:50 partnership.
Tata Motors Limited is a dual-listed company, which is listed on Bombay Stock Exchange as well as
New York Stock Exchange. In the year 2005, it was ranked among the top ten corporations in India,
with annual revenue exceeding Rs. 32,000 crores. In 2010, Tata Motors company left Reliance behind
to acquire the coveted title of India's Most Valuable Brand in an annual survey conducted by The
Economic Times and Brand Finance.

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Tata Motors History


Tata Motors is a multinational corporation, with its headquarters in Mumbai, Maharashtra, India. Tata
Motors company was established in the year 1945 and commenced operations by manufacturing
locomotives. The first vehicle to come out of Tata Motors' stables was a commercial one. It was rolled
out in the year 1954 in collaboration with Daimler-Benz, though this alliance met its end in the year
1969. In the year 1971, the company introduced DI engines, which were a great success at that time.
Tata Motors started manufacturing heavy commercial vehicles in 1983, thus expanding its business
manifolds. Followed by considerable success that it experienced, the company produced first hydraulic
excavator in collaboration with Hitachi in the year 1985. Thereafter, it focussed on the production of
its first light commercial vehicle 'Tata 407', which was followed by 'Tata 608'. In the year 1991, Tata
Motors company launched its first indigenous passenger car, 'Tata Sierra'. During the same year, Tata
Motors produced a giant crane called TAC 20 and sold its 1 millionth vehicle.
The company signed a joint venture with Cummins Engine Co. Inc. for the production of high
horsepower and emission friendly diesel engines in the year 1993. Tata Motors again signed a joint
venture with Daimler Benz in the year 1994 for the production of Mercedes-Benz passenger cars in
India. In 1994, Tata Motors also signed a joint venture with Tata Holset Ltd., UK for production of
turbochargers that were to be used in Cummins engines.
In the year 1998, Tata Safari was launched, which was India's first sports utility vehicle. The same year
saw the launch of Tata Indica, which delivered in terms of efficiency and fuel economy. 2000 was
another eventful year for Tata Motors, as it saw the launch of CNG buses, Euro II / BS2 compliant
diesel and petrol variants of Indica. Moreover, this company also revealed utility vehicles equipped
with engines that complied with Euro II / BS2 norms.
In the year 2004, Tata Motors acquired Daewoo's truck manufacturing unit, which is now known as
Tata Daewoo Commercial Vehicle in South Korea. During 2005, it acquired 21 per cent of Hispano
Carrocera, a Spanish company, thus gaining its controlling rights. In the year 2007, Tata Motors
company started a joint venture with Brazilian firm called Marcopolo and launched low floor buses in
the Indian market.
According to Tata Motors profile, the company acquired Jaguar Land Rover, which also includes
brands like Daimler and Lanchester. In the year 2010, Tata Motors company acquired 80 per cent stake
in Italy-based Trillix, a prominent designing and engineering firm. Tata Motors paid an amount of
Euros 1.85 million in order to buyout the firm. Objective of the Indian automobile giant behind
acquiring this R&D company was to enhance the styling and designing capabilities of its vehicles to
global standards.
Tata Motors Founder
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Tata Motors was founded by Jehangir Ratanji Dadabhoy Tata in the year 1945. Born on 29 July 1904
in France, he was a pioneer businessman of India. He was awarded with the prestigious Bharat Ratna,
India's highest civilian award in the year 1992 and the Legion Of Honour by the French Government in
the year 1954. He was a pioneer of the Indian aviation sector and obtained the first pilot license issued
in India on 10 February 1929. JRD Tata founded India's first commercial airline, Tata Airlines in the
year 1932 which went on to become Air India, India's national airline.
Tata Motors Company in India
Tata Motors is an India based company which was started in the year 1945 by Mr. JRD Tata.
Headquarters of the firm is based in Mumbai, Maharashtra, with production units spread across the
globe. It was the first Indian engineering company (September 2004) to be listed in the New York
Stock Exchange. Tata Motors company has employed over 4500 engineers and scientists at its research
centre, which was established in the year 1966. Tata Motors company has based its R&D centres in
Pune, Jamshedpur, Lucknow, Dharwad in India.
Tata Motors Manufacturing Facilities
Currently, manufacturing units of Tata Motors company are based in Jamshedpur (Jharkhand), Pune
(Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Sanand (Gujarat). Every stage
of product evolution design, manufacturing, development, assembly and quality control, is carried out
meticulously.
Jamshedpur is the first unit of the Tata Motors profile in which it started manufacturing operations in
1945. This unit sprawls across a vast area of 822 acres and consists of four major divisions, namely
truck factory, engine factory, cab and cowl factories. The engine factory is responsible for the in-house
manufacture of Tata 697/497 naturally aspirated and turbocharged engines, along with 6B series
engines used by Tata Cummins. Forge division of Tata Motors company is engaged in manufacturing
forgings like crankshafts, front axle beams and steering parts for the automobile plant.
The Pune units are located in Pimpri and Chinchwad, which are spread over 800 acres and 130 acres,
respectively. These units of Tata Motors company were established in the year 1966 and boast of a
Production Engineering Division. These are used for designing and manufacturing high-end press
tools, fixtures, jigs, metal patterns, special tools and gauges. Moreover, these are instrumental for
introducing new products and improving existing ones.
Tata Motors has also based one of its manufacturing units in Lucknow, Uttar Pradesh. This unit was
established in the year 1992 in order to cater to the demand for commercial vehicles in the Indian
automobile market. It is strongly backed by an engineering research centre and service setup to cope
up with the latest technologies and cater to the complexities of automobile manufacturing. The

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Lucknow unit specialises in manufacturing commercial vehicles and high capacity buses. This unit
rolls out a range of modern buses, such as low floor buses, ultra low floor buses, CNG and RE buses.
The Pantnagar manufacturing unit of Tata Motors has been set up for producing Ace and Magic, a
mini-truck and a passenger-carrier respectively. This production unit began commercial manufacturing
operations in August, 2007. It is the fourth production unit of Tata Motors after Jamshedpur, Pune and
Lucknow. This plant is spread in over 953 acres and has generated 7500 direct and indirect jobs. Tata
Motors has invested over Rs. 1000 crores at this manufacturing unit.
Sanand (Gujarat) is the manufacturing unit of the Tata Nano, an affordable and environment friendly
mode of transport. In the initial stage, the manufacturing capacity of the plant was 250,000 cars per
year, though this amount eventually swelled to 350,000 cars per year. In order to further increase the
capacity of this unit, the company has incorporated some provisions at this location. This unit came
into operations in the month of November 2008 and is spread over 725 acres. Sanand unit is lined up
with world class manufacturing practices and state-of-the art equipment, such as robotics and high
speed production lines.

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TATA MOTORS VEHICLES MODELS


Current Car Models
Tata Motors company has launched many of its vehicle models in the Indian and international
automobile markets with great success. It has covered many segments in the automobile sector, such as
hatchback, sedans, pickups, crossovers, utility vehicles, and promotes brands like Jaguar, Land Rover
and Fiat.
Tata Motors company currently has four variants of Indica in India, namely Tata Indica V2, Tata
Indica eV2, Tata Indica eV2 XETA and Tata Indica eV2 XETA LPG. All variants have different engine
configurations and features. Tata Indica V2, Tata Indica eV2 are both diesel variants, whereas Tata
Indica eV2 XETA is a petrol variant. Tata Indica eV2 XETA LPG is incorporated with a bi-fuel engine
petrol and LPG. Indica V2 complies with BS3 emission norms, whereas all other variants adhere to
BS4 norms. Tata Indica has capacious boot space of 220 litres and can five individuals comfortably. It
has been incorporated with radial tubeless tyres which offer a smooth ride in all instances.
Another successful model launched by Tata Motors is Tata Vista, which is launched in four models.
These models are called Tata Vista Qudrajet, Tata Vista Tdi, Tata Vista Safire 65 and Tata Vista Safire
90. All variants have different engine configurations and power generation capacities. Tata Vista
Qudrajet and Tata Vista Tdi are the two diesel variants of this car, whereas Tata Vista Safire 65 and
Tata Vista Safire 90 are the two petrol versions. All variants of Tata Vista are equipped with radial
tubeless tyres and have seating capacity of five individuals.
The great success of Tata Motors was followed by the launch of Tata Nano, which is currently the
world's cheapest car. It has been launched in three variants, viz. Tata Nano, Tata Nano CX and Tata
Nano LX. All variants of Tata Nano include a 624 cc engine and belong to the A segment. Maximum
power produced by the engine of Tata Nano is 34.5 bhp at 5250 rpm, whereas it produces a torque of
48 Nm at 3000 rpm. The car has seating capacity of four individuals and boot space of 130 litres. It is
not equipped with power steering, but still has turning radius of four metres.
Tata Manza is a luxury sedan offered by Tata Motors in two variants - Tata Manza QuadraJet 90 and
Tata Manza Safire 90. Again, both these models have different engine configurations and features. The
engine of Tata Manza is assisted by a five speed manual transmission gearbox, which improves its
efficiency and acceleration. Tata Manza is equipped with a power-assisted rack and pinion hydraulic
steering. With power assistance, the car has a low turning circle radius of 5.1 metres. This car has
seating capacity of five individuals and fuel tank capacity of 44 litres.
Indigo XL, launched in three variants, is another big hit from Tata Motors. Buyers can avail three
variants - Tata Indigo XL CR4, Tata Indigo XL Bifuel and Tata Indigo XL Tdi. Tata Indigo XL CR4
and Tata Indigo XL Tdi are both diesel variants, whereas Tata Indigo XL Bi-fuel runs on petrol and
CNG. All the variants of Tata Indigo XL have different engine configurations and comfort features.
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Tata Indigo XL is known for its fuel efficiency and on road performance. The car has a boot space of
450 litres and fuel tank capacity of 42 litres.
Tata Indigo e-CS is a luxurious sedan, which is available in petrol as well as diesel versions.
Configuration of both the engines is different; the diesel car boasts of displacement of 1396 cc,
Common Rail CR4, 16 Valve, DOHC diesel engine, which produces maximum power of 67 bhp at
4000 rpm. Maximum torque produced by the engine is 140 Nm at fairly low 1800-3000 rpm. The
petrol variant of Tata Indigo e-CS is incorporated with an 1193 cc, MPFI petrol engine, which delivers
maximum power of 62 bhp at 5000 rpm. Maximum torque produced by the engine is 100 Nm at 2700
Nm.
Xenon XT is a powerful vehicle, which was launched by Tata Motors in the pickup segment. It is
launched in two variants - Xenon XT EX 4x2 and Xenon XT EX 4x4. Both models possess the same
engine, with the only difference being in the drive system. The engine of Xenon XT has a displacement
of 2179 cc, which produces maximum power of 136 bhp at 4000 rpm. Maximum torque produced by
the engine of Xenon XT is 320 Nm at a fairly low 1750-2700 rpm. The wheel base of Xenon XT is 200
mm and turning circle radius is six metre.
Tata Aria is a crossover which was recently launched by Tata Motors. It has been launched in four
models - Tata Aria Pure, Tata Aria Pleasure, Tata Aria Prestige and Tata Aria Pride. The engine
configuration of all models is same, though they have different features and comfort levels. Tata Aria is
assimilated with a 2179 cc, 2.2 L DICOR, BS IV compliant engine with dual mass flywheel. This
engine of Tata Aria delivers power of 136 bhp at 4000 rpm and produces maximum torque at 320 Nm
at a fairly low 1700-2700 rpm. The car boasts of fuel tank capacity of 60 litres, which is quite
sufficient for a crossover.
Sumo Victa is sports utility vehicle, which was launched by Tata Motors exclusively for the utility
vehicles segment. It is available in four models, called Sumo Victa Di Turbo GX, Sumo Victa Di Turbo
EX, Sumo Victa Di Turbo LX and Sumo Victa Di Turbo CX. All variants have same engine
configuration but possess different features and comfort levels. This variant is incorporated with a
2956 cc, diesel Di Turbo charged engine, which produces maximum power of 66 bhp at 3000 rpm. The
maximum torque delivered by the engine is 223 Nm at 1600- 2200 rpm.
Tata Grande is a utility vehicle, which is equipped with 2179 cc engine. This model of Tata Motors is
available in four models, viz. Tata Grande GX, Tata Grande LX, Tata Grande EX and Tata Grande CX.
All models are incorporated with the same engine but have varied comfort and convenience features.
The 2.2 L, 16 valve, DOHC DICOR engine of Tata Grande delivers a maximum power of 116 bhp at
4000 rpm. Maximum torque delivered by the engine is 250 Nm at a low 1500-3000 rpm. The ground
clearance of the vehicle is 180 mm and turning radius of 5.25 metre.
Tata Safari is another sports utility vehicle launched by Tata Motors for the consumer segment. It is
currently available in the market in four variants - Tata Safari LX, Tata Safari EX, Tata Safari GX and
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Tata Safari VX. All variants of Tata Safari are incorporated with the same 2179 cc diesel engine. This
engine delivers maximum power of 136 bhp at 4000 rpm and produces torque of 320 Nm at 1700-2700
rpm. It has sufficient seating capacity for seven passengers and fuel tank capacity of 65 litres. This car,
which is one of the most popular SUVs in Indian market, has turning radius of six metres.
Tata Venture , which is equipped with a powerful engine. This model is produced in three variants,
namely Tata Venture CX, Tata Venture EX and Tata Venture GX. All variants have different engine
configuration and features, thus catering to buyers of varying tastes. Tata Venture CX is incorporated
with a 1405 cc engine, which produces maximum power of 47 bhp at 4500 rpm and torque produced
by this engine is 135 Nm at 2500 rpm. Tata Venture EX is equipped with a 1405 cc engine, which
delivers a maximum power of 67 bhp at 4500 rpm and 135 Nm torque at 2500 rpm. Engine of Tata
Venture GX is similar to EX though the car has different features and comfort levels.
Discontinued Tata Cars
In India, Tata Sierra was launched in the year 1991 and discontinued in 1998. It was a three door multi
utility vehicle which was built on Tata Estate platform. Another discontinued car of Tata Motors was
Tata Estate, a station wagon. It was Tata's first attempt to build a car and was considered an advanced
car at that time. It was incorporated with certain features which were not commonly available in
several cars plying on Indian roads, which includes power windows, tachometer and power steering.
Upcoming Tata Cars
Tata Motors is planning to launch few new vehicles, such as Tata Indica Vista Electric, Tata Nano
Hybrid, Tata Merlin and Tata Pixel, in coming times. However, Tata Motors company has not revealed
much information about these cars officially.
Tata Motors Sales And Service Networks
Tata Motors in India has more than 250 dealerships in 195 cities spread across 27 states and 4 union
territories of India. It has the 3rd largest sales and service network in India after Maruti Suzuki and
Hyundai. The prime of focus of Tata Motors company is to expand its sales and service network across
the country. In metropolitans, a wide network of service network has been established by this
prominent automobile company. In Delhi, around 15 authorised service centres are present, whereas 7
service centres are located in Mumbai.

Tata Motors Sales Performance


In the year 2010-2011, the Tata Motors accounted reserves and surplus for Rs. 3,998.70 crores.
Consolidated revenue of Tata Motors company in the year 2010-2011 was Rs. 123,133 crores (USD 27
billion). The financial statements of Tata Motors reflected total assets (net) of Rs. 12,959.17 crores on
March 31, 2011. Total revenues and net cash flow were amounting of Rs. 74,367.77 crores and Rs.
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1,826.13 crores. The financial statements reflect the groups share of profit of Rs. 31.95 crores for the
year ended and groups share of loss (net) of Rs. 16.30 crores up to March 31, 2011. These figures
show stupendous growth and sales performance of Tata Motors.
Tata Motors Used Car Market
Tata Motors company in India has expanded its family of customers by reselling cars of existing
customers to potential buyers looking for second-hand cars. For carrying out this process, Tata Motors
has established Tata Motors Assured, which has greatly assisted it extending its relationship with
customers. These dealership centres offer three free services and warranty of one year or 20000 km,
whichever is less. Tata Motors Assured centres are situated in each and every city of India and
distribute a wide variety of Tata Motor cars.
Tata Motors Future Plans
Regarding the expansion of its product portfolio, Tata Motors recently introduced the 25MT GVW Tata
Novus from Daewoos (South Korea) (TDCV) platform. Tata Motors plans to leverage upon the strong
presence of TDCV in the heavy-tonnage range and introduce products in India in due course of time.
This was mainly to cater to the international market and mark its presence in domestic market, where
the road infrastructure is being improved under the National Highway Development Project.
Tata Motors profile reveals that it has global plans to reduce its domestic profile and improve
international presence. The domestic commercial automobile vehicle market is highly cyclic in nature
and prone to fluctuations in the domestic economy. Tata Motors company has high domestic exposure
of ~94% in the MHCV segment and ~84% in the light commercial vehicle (LCV) segment. Since the
domestic commercial vehicle sales of the company are at the mercy of structural economic factors, it is
increasingly looking in the international markets. The company plans to diversify into various markets
across the world in both MHCV as well as LCV segments.
Tata Motors Trivia
Tata Nano is believed to be the world's cheapest car and, therefore, said to be the people's car. Price of
the Tata Nano is about Rs. 1 lac (USD 2500). Another big hit from the stable of Tata Motors is Tata
Indica. As per company information, Tata Indica delivers mileage of 25 kmpl, which is quiet efficient
on the Indian roads, with no other automobile company claiming to offer such high fuel economy. As
of 2009, Tata Motors is world's fifth largest medium and heavy truck manufacturer and the second
largest heavy bus manufacturer. In 2010, Tata Motors company showed consolidated net profit of Rs.
9,274 crores, thus establishing itself as the most profitable automobile company in the country.

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PRODUCTS OF TATA CARS


USED TATA CAR IN CITIES
1. Used Tata in Bhubaneswar
2. Used Tata in Bangalore
3. Used Tata in Patna
4. Used Tata in Madurai
5. Used Tata in Guwahati
6. Used Tata in Jalandhar
7. Used Tata in Vijayawada
8. Used Tata in Chennai
9. Used Tata in Mumbai
10. Used Tata in Kanpur
USED TATA CAR MODELS
1. Used Tata Ace
2. Used Tata Aria
3. Used Tata Estate
4. Used Tata Indica
5. Used Tata Indica eV2
6. Used Tata Indica V2
7. Used Tata Indica V2 Turbo
8. Used Tata Indica V2 Xeta
9. Used Tata Indica Vista
10. Used Tata Indicab

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Company has launched 20 car models in India.


1.

Aria,

2.

Rs. 10.38 - Rs. 16.49 lakhs


Ex-Showroom Price in Mumbai
Indica,

Discontinued Tata Models


3.

Indica eV2,

Rs. 4.05 - Rs. 4.96 lakhs


Ex-Showroom Price in Mumbai

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4.

Indica V2 Turbo,

Discontinued Tata Models


5.

Indica V2 Xeta,

6.

Rs. 3.32 - Rs. 4.22 lakhs


Ex-Showroom Price in Mumbai
Indica Vista,

Rs. 4.14 - Rs. 6.94 lakhs


Ex-Showroom Price in Mumbai

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7.

Indigo,

Discontinued Tata Models


8.

Indigo CS,

Discontinued Tata Models


9.

Indigo eCS,

Rs. 4.79 - Rs. 6.16 lakhs


Ex-Showroom Price in Mumbai

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10.

Indigo Marina,

Discontinued Tata Models


11.

Indigo XL,

Discontinued Tata Models


12.

Manza,

Rs. 6.11 - Rs. 8.33 lakhs


Ex-Showroom Price in Mumbai

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13.

Nano,

14.

Rs. 1.59 - Rs. 2.23 lakhs


Ex-Showroom Price in Mumbai
Safari,

15.

Rs. 8.67 - Rs. 13.85 lakhs


Ex-Showroom Price in Mumbai
Safari Storme,

Rs. 10.75 - Rs. 14.43 lakhs


Ex-Showroom Price in Mumbai

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16.

Sumo,

17.

Rs. 5.95 - Rs. 7.51 lakhs


Ex-Showroom Price in Mumbai
Sumo Grande MK II,

18.

Rs. 7.65 - Rs. 9.27 lakhs


Ex-Showroom Price in Mumbai
Venture,

Rs. 4.81 - Rs. 5.67 lakhs


Ex-Showroom Price in Mumbai

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19.

Winger,

20.

Rs. 7.6 - Rs. 7.73 lakhs


Ex-Showroom Price in Mumbai
Xenon XT.

Rs. 10.22 - Rs. 11.29 lakhs


Ex-Showroom Price in Mumbai

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UPCOMING TATA CARS IN INDIA


1. Tata Nano Diesel

2. Tata Prima Diesel, Petrol

3. Tata Indicruz

4. Tata Dolphin

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5. Tata Nano Hybrid

6. Tata Pixel

7. Tata Indica Vista Electric

8. Tata Megapixel

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9. Tata Nano CNG

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THE TARGET MARKET

Critics initially derided Tata's Rs.100,000 or 1 lakh, price target, more so as oil and steel
prices rocketed. But global car makers have taken note and are scurrying for their own
versions to meet growing environmental and cost concerns.

A well-developed transportation system plays a key role in the development of an economy,


and India is no exception to it. With the growth of transportation system the Automotive
Industry of India is also growing at rapid speed, occupying an important place on the 'canvas'
of Indian economy. After liberalization of Indian Economy in general and automobile
industry in particular, considerable number of Multinational Companies are operating in India
either as wholly owned subsidiaries.

In a major decision, Ford motor co selected Tata motors are the preferred bidder or Jaguar &
Lord Rover (JLR). Through other issue a related to infusion

Of funds and retaining the work force would be discussed and decide in comming time, the
acquisition of these two iconic brand in a key positive for the company.

INDIVIDUAL VEHICLE OWNERS

Owners increasingly becoming a conscious and concerned about the brand and style of their
vehicle.

Time is of essence waiting period for delivery/service becoming increasingly shorter.

The factor like price, quality, avalibility are influenced them.

Most of them recommend a reliable sub dealer in their area.

All customers are satisfied by using the TATA Vehicle.

COMPETITION

Competition immense opportunity for us to established TATA MOTORSas a market leader.

Maruti, Hyundai, Mahindra are the most competitor.

OPPORTUNITY

Tata Motor's likely buy-out of Jaguar and Land Rover may appear ambitious and risky, but
offers the company a potentially lucrative - though challenging opportunity.

FIAT AND TATA GROUP EXPLORE STRATEGIC ALLIANCE OPPORTUNITIES

Fiat and Tata Motors Limited today announced the signing of a Memorandum of
Understanding (MoU) to analyse the feasibility of cooperation, across markets, in the area of
passenger cars that would encompass development, manufacturing, sourcing and distribution
of products, aggregates and components.
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Objectives
Scope of the study
Area of the study

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OBJECTIVE OF THE STUDY

To identify the factors those influence the buyers to buy

To study the growth and expansion strategy of TATA MOTOR

To study the influence of TATA MOTOR PASSENGER CAR in the mind of customers and
its acceptability.

To know how it competes with its competitors.

To get information about work culture, effective sales and Service followed by organization.

To identify which value addition attracts the customers most.

To know from the customers how the products are different from other company product.

To know the effect of the advertisement on the purchase of the Product.

SCOPE OF THE STUDY


A study of this kind helps to put theoretical aspects into the project and aims to give information to
TATA industry. Nature of study methods used, findings of the investigation, conclusion and
recommendations inferred from the findings also aims to enable
TATA industry.
The research is purely based on the survey conducted in Bhubaneswar city and has been focused on
TATA customer. The number of respondents interfere is 50. The study covers information about
customer brand preference. The project will be useful to management, students and other who may
want to broader their horizon. Overall scope of the study would be to enhance the services quality to
the subscribers in the city.

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AREA OF STUDY

As for my summer training is concerned in TATA passenger car. The location was allocated me in
Shree Bharat Motors Ltd. By preparing asset of questionnaire to find out the product result.

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Methodology
Data collection method
Sample size distribution
Limitation

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METHODOLOGY
Universe of the study

Bhubaneswar

Sample Size

50

Method of Survey

Questionnaire and direct interview.

Two type of data collected method were adopted 1.

Primary Data Collection.

2.

Secondary Data Collection.

Primary Data was collected through the open end and close end questions of the questionnaire;
direct interaction with the customers and the shopkeepers was done.
Secondary Data collected from website of TATA MOTOR.com and some management was
followed.
Research Plan:
To find out the customer view about the product & the organization
Research Instrument:
Here the common instrument is the questionnaire through which primary data is collected from the
different customer.
Contact Method:
At first I have directly mate the customer and introduced myself as MBA student and doing project
under this organization, & give your opinion about the product &organization.

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DATA COLLECTION METHOD


AND
SAMPLE SIZE DISTRIBUTION

DATA COLLECTION METHOD


Data was collected from solicited sample of customers by means of questionnaire. The sample size
taken for 50 customers.

SAMPLE SIZE DISTRIBUTION


I was allocated Bhubaneswar area only .The sample size taken for 50 customers. The time duration is
limited to only 6 week.
LIMITATION

The effectiveness of the study has to be measured keeping in mind the following limitation.

The Company does not declare all data and internal data are kept

The study was small in size to gather accurate information about the Project.

Our project is done in Bhubaneswar

This project done in Bhubaneswar may not represent the figure of the Whole India.

Many customers do not give the exact picture of their opinion.

The time period for conducting the survey is inadequate as the sample size covers only.

Confidential.

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Data Analysis and interpretation


Suggestion
Personal learning

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DATA ANALYSIS AND INTERPRETATION


CHART-1
Reasons of buying TATA passenger car
Sample size =100
Cheaper

10

Good quality

36

Mileage

54

Cheaper
10%
Good quality
36%
Both
54%

Cheaper
Good quality
Both

This shows that 36% of customer purchased TATA brand due to good quality and 10% purchased for
low price but 54% customer purchased for low price and good quality.

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CHART-2
Number of costumer using TATA Passenger Car
Sample size =100
use

Not use

70

30

Use
70%

Not use
30%

From the above graph indicates that 70% customer TATA brand and 30% customer used other brand
product.

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CHART-3
Difficulty to get TATA passenger car from SHREE BHARAT MOTORS LTD
Sample size =50(as 100%)
NO

YES

85

15

15%

Yes
85%

No

From the above graph indicates that 85% of customer said that they are easily getting TATA vehicle
product and rest reply negatively. Due unavailability of this product in the counter.

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CHART-4
SOURCE OF INFORMATION ABOUT SHREE BHARAT MOTORS LTD
SAMPLE SIZE =100
Friends

Dealer

Product Awareness

Advertisement

20

25

45

10

From the above graph clearly seen that 45% customer known from product awareness, 25% already
known through dealers and 20% customers from friends. Only 10% customers known from
advertisement.

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CHART-5
SATISFACTION LEVEL OF SHREE BHARAT MOTORS LTD.
SAMPLE SIZE=50(AS100%)
Satisfied

Not satisfied

65

35

65%

35%

From the graph, it is clear that 65% of customers are satisfied and 35% of customers are not satisfied
by using TATA product car care products. It is because due pricing factor. Some customers are also
saying about quality.

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CHART-6
Largest selling brand of passenger car.
Sample size= 25(AS100%)
INDICA
DLS-II

INDIGOCS

INDICAV2 XETA

SUMO
GRANDE

SAFARI-DLS

28

22

20

20

10

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SUGGESTIONS

1. To improve the distribution system.


(i) The organization should spent more money on advertisement as presently it spend less money
on advertisement. The organization should publicizes its scheme more aggressively through
good relationship, dealer meeting, recruitment of marketing person.
The offers are must be given in Durga puja, Diwali, Holi etc.
2. The organization should have their own planning accordance with the requirement to ensure the
adequate target fixed for each area by the quantities to the right outlet at the right time.
3. Time to time sales executive should be trained with innovative skills for better performance having
sole aim for consumer satisfaction.
4. As the customers beliefs in product quality and a factor sellers services the organization should
develop perception in the mind of the customers by way of different advertising campaigning.
5. Light and sound pop effect should be implemented at the purchase points.
6. Outdoor media like hoarding signs Kiosk should be visible in the city.
7. Offers and facilities should be distributed such a way that it can reach to the customer rather than
the distributors or wholesalers.
8. Attracting customers. Various squeeze and games shows should be organized at club houses, main
place of the city, and shopping malls from

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PERSONAL LEARNING
After successfully completion the project I became aware about the passenger car market. And give
feed back to the company about the organization the satisfaction level of customers towards the TATA
passenger car.
I got a practical idea about the pre and post purchase behavior of customer. I could able to understand
their perception.
I work hard in the organization and met different customers. I get extra information from them, which
gave me good exposure on dealing with customers.
I learned how to work in those situations; it has also increased my patience level for waiting the
customers to get the details.
I collect various information from different sources and give the organization to correct.
The above experience will surely going to help in my future job.

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Questionnaire for customers


Bibliography

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QUESTIONNAIRE
Name: -

Date: -

Address: -

Telephone No:

1.Which TATA product have you purchased from SHREE BHARAT MOTOR LTD?
2.Why did you buy this vehicle?
(A) It is cheaper

(B) Good Quality

(C) Mileage

3.Have you ever used TATA Motor vehicle?


(A) Yes

(B) No

4. If Yes, what factor influenced you the most?


(A) Its price

(B) Its Quality

(C) Availability

5. Have you ever experienced any difficulty in getting vehicle From SHREE BHARAT MOTORS?
(A) In location (B) In service (C) Non availability of TATA Vehicle
6.Would you recommend a reliable sub dealer in your area?
(A) Yes

(B) No

7. From which source did you get the information about SHREE BARAT MOTOR LTD?
(A) Advertisement

(B) Friends

(C) Product awareness

8. Are you satisfied by using the TATA vehicle?


(A) Yes

(B) No

9. Are you satisfied with SHREE BHARAT MOTOR LTD?


(A) Yes

(B) No

10. Any suggestion for Shree Bharat Motor Ltd?


(Thanks for your kind cooperation)

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BIBLIOGRAPHY

Markiting Management By Mr. Philip Kotler

Products Management In India By Mr. Majumdar

Markiting Management By S.A Sherlekar


WEB SITE ADDRESS
WWW.TATA MOTORS.COM
WWW.GADI.COM

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