Whether the buyer is satisfied after purchase depend on the offers, performance in

relation to the buyer’s expectation. In general satisfaction is a person's feeling of

pleasure or disappointments resulting from comparing a product perceived
performance relation to his offers expectations. If the performance falls short of
expectations, the customer is dissatisfied. If the performance matches the
expectation the customer is satisfied. If the performance exceeds expectations the
customer is highly satisfied.
TVS Motor Company is the first two-wheeler manufacture in the world to be
honored with the hallmark of Japanese Quality –The Deming Prize for Total
Quality Management.
The company has the unique distinction of having sold nearly 4 million the highest
ever in India. It exports its range of products to 17 countries worldwide. Its
unrelenting pursuit of customer satisfaction in all aspects if manufacturing of 2-
wheeler is reflected in over 6 million satisfied owners of mopeds, motorcycles and
scooters. Its 4000 highly motivated employees manufacture high quality vehicles
from two manufacturing plants in Hosur and Mysore, with a wide dealer network
of around 410.

TVS Motor Company the flagship company of TVS Group is the third largest two-
wheeler manufacturer in India. The company manufactures a wide range of two-
wheelers from mopeds to racing inspired motorcycles. The company also
manufactures three-wheelers. The company has an annual production capacity of 4
million 2 wheelers & 120000 three wheelers. It is one of the leading two-wheeler
and three-wheeler exporters from India distributing to over 60 countries.
The company has manufacturing plants located at Hosur in Tamil Nadu Mysore in
Karnataka and Nalagarh in Himachal Pradesh. It also has one manufacturing unit
located at Karawang in Indonesia.In the year 1979 TVS Group company Sundaram-
Clayton Ltd started Moped Division at Hosur to manufacture TVS 50 mopeds.
In the year 1982 the company entered into a technical know-how and assistance
agreement with Suzuki Motor Co Ltd of Japan and in the year 1985 they
incorporated a new company Lakshmi Auto Components Pvt Ltd for the
manufacture of critical engines and transmission parts.In the year 1986 the company
acquired the assets of the moped division from Sundaram Clayton Ltd. Also the
name of the company was changed from Indo Suzuki Motorcycles Ltd to TVS
Suzuki Ltd. In the year 1992 they launched two modes of motor cycles namely
Samurai and Shogun and in the year 1993 they launched TVS Scooty.During 1999-
2000 TVS Suzuki Ltd was amalgamated with Sundaram Auto Engineers Ltd an
unlisted group company which was incorporated in the year 1992.
As per the scheme all the assets and liabilities of erstwhile TVS Suzuki Ltd together
with all obligations and contingent liabilities were vested in Sundaram Auto
Engineers (India) Ltd with effect from April 22 1999. This merged entity was later
renamed TVS Suzuki Ltd.The TVS group and Suzuki Motor Corporation parted
ways from their 15-year-old joint venture on September 27 2001. The shares held
by the Suzuki Motor Corporation were acquired by Anusha Investments Ltd a
wholly owned subsidiary of Sundaram-Clayton Ltd for Rs 9 crore. Thus the
company became a subsidiary of Sundaram-Clayton Ltd with effect from November
15 2001.
Since Suzuki Motor Corporation ceased to be a shareholder of the company the
company cannot use the word 'Suzuki' as the part of their name and hence the name
of the company was changed to TVS Motor Company Ltd. During the year 2002-03
the new stylish TVS Scooty Pep and the upgraded version of Fiero was launched in
the market. In April 1 2003 the subsidiary company namely Lakshmi Auto
Components Ltd acquired the entire paid up capital of Sundaram Auto Components
Ltd. Consequently Sundaram Auto Components Ltd became a subsidiary company
with effect from April 1 2003.In October 2003 the company entered into a scheme
of arrangement with Lakshmi Auto Components Ltd and Sundaram Auto
Components Ltd. As per the scheme all the assets and liabilities of the rubber and
plastic businesses of Lakshmi Auto Components Ltd were transferred to Sundaram
Auto Components Ltd on slump sale basis on April 1 2003 for a consideration of
12.25 crores.
The remaining business of Lakshmi Auto Components Ltd namely engine
components division together with their investments in other bodies corporate was
transferred to the company with effect from April 2 2003.During the year 2003-04
the company launched new products such as TVS Centra New Victor GL Fiero F2
& Fx and Scooty Pep. During the year 2004-05 they launched new products such as
TVS Star New Victor GLX New Victor GX and Scooty Pep 'Splash' series.During
the year 2005-06 the company entered into a joint venture with Columbian party for
exploring opportunities in Columbian market with an equity investment of Rs 5
million. The company incorporated TVS Motor Company (Europe) B V in
Netherlands as a wholly owned subsidiary of the company with an investment of Rs
91.63 crore. During the year TVS Motor Singapore Pte Ltd Singapore became a
wholly owned subsidiary of the company with an investment of Rs 30.51 crore. PT
TVS Motor Company Indonesia was incorporated in Indonesia to manufacture
motorcycles and parts with an investment of USD 27.60 million and became
subsidiary of the company in view of it being the subsidiary of TVS Motor Company
(Europe) B V which holds 75% of the share capital. The remaining 25% was held
by TVS Motor Singapore Pte Ltd. PT TVS Motor Company Indonesia has acquired
lands in Indonesia for setting up a facility for manufacturing two wheelers.During
the year 2006-07 the company has established a new plant in Himachal Pradesh with
an annual production capacity of 400000 units scalable to 600000 units. PT TVS
Motor Company Indonesia a subsidiary of the company established a manufacturing
facility at Karawang near Jakarta in Indonesia with production capacity of 3 lakh
vehicles per annum. During the year the company launched multiple new products
and variants such as StaR City ES StaR Sport Scooty Teenz and 99 Colors on Scooty
PEP.
During the year 2007-08 the company commenced commercial production from its
Nalagarh Plant located in Himachal Pradesh. They commenced their commercial
production from their state-of-the art plant located at Karawang in Indonesia and
launched TVS Neo which is exclusively developed for the Indonesian market.
During the year the company launched various new products and variants such as
TVS Flame Apache RTR StaR Sport StaR City 110 cc Scooty TeenZ Electric TVS
Tru4 Oil. In March 2008 the company launched their three wheeler TVS King in
two variants namely two stroke petrol and two stroke LPG.
The company won the Team Tech 2007 Award of Excellence for Integrated use of
Advanced Computer Aided Engineering Technologies in product development.
They also won the prestigious SAP ACE 2007 Awards for Customer Excellence in
the Most Innovative Netweaver Category for several SAP implementations that are
put in place.
In June 2008 the company entered into a contract manufacturing arrangement with
Mahabharat Motors Manufacturing Pvt Ltd whereby TVS motor cycles will be
manufactured at the latter's two-wheeler manufacturing facility that is located on the
outskirts of Kolkata. TVS would help Mahabharat Motors to set up the factory and
provides engineering support to them. The production would commence from June
2009.During the year 2008-09 the company launched Scooty Streak a tough and
trendy variant of Scooty Pep+ and Apache RTR RD premium segment motorcycle.
Also they launched their three-wheeler TVS King in six states.
 In June 2009 T V Sundram Iyengar & Sons Ltd and their subsidiaries acquired the
holding of foreign collaborators Clayton Dewandre Holdings Ltd in Sundaram-
Clayton Ltd. Thus Sundaram-Clayton Ltd became a subsidiary of T V Sundram
Iyengar & Sons Ltd. Consequent to this acquisition the company also became the
subsidiary of TVS with effect from June 3 2009.During the year 2009-10 the
company launched TVS JIVE and TVS Wego in the market. They also launched a
four stroke three-wheeler with superior features. They commenced export of TVS
Apache to Brazil. Also they developed a pan India presence in three-wheelers. In
December 2009 the company acquired the entire shareholding of TVS Energy Ltd.
Thus TVS Energy became a wholly owned subsidiary of the company. In June 2010
they acquired the entire paid up capital of TVS Housing Ltd and thus TVS Housing
Ltd became a wholly owned subsidiary of the company.
In October 2010 the company won the SAP ACE Award for Consumer Excellence
2010 in 'Best Run Award in Automotive' category. They also won the Silver EDGE
award from Information Week a leading IT magazine for in house design and
development of Data Acquisition System for improving shop floor productivity.
Information Week annually recognize enterprises driving growth and excellence
through IT.In November 2010 the company launched TVS TRU4 Premium a semi-
synthetic 4T Engine Oil. In February 2011 Indian Bank signed an MoU with the
company for financing three wheelers manufactured by the company. In March 2011
the company introduced ABS (Anti-lock Braking System) in their premium segment
motorcycle TVS Apache RTR 180 giving the bike formidable stopping power and
superior braking control that compliments its high performance capability.
In 2011 the Company has developed an engine that is 20 per cent more fuel efficient
and is usable both in scooters and motorcycles.In 2012 the company signed a MOU
with Central Bank of India to provide attractive financing options for its three
wheeler TVS king across all 4000 branches operating in India. The company is also
a winner of the CII ITC Sustainability Awards 2012 during under review.In 2013
the company won Silicon India Mentor Graphics Best VLSI / Embedded Design -
Automotive Award.
The company and BMW Motorrad Signed a Cooperation Agreement. The Company
proposed to set up assembly line in Uganda.In 2014 the company launched TVS
TRU4 Synthetic 10W 30 Engine Oil. The Company launches StaR HLX 125
Motorcycle in Tanzania. The Company also launched Stylish TVS StaR City+ -
Asian Network for Quality Award 2014.In 2015 TVS Motor Company & Kangra
Central Co-operative Bank in Himachal Pradesh sign MOU. The company has
launched the 2015 edition of TVS Phoenix 125 for the drum version and for the disc
brake version. During the year the company has introduced a special edition of its
legendary TVS XL Super' in celebration of crossing the milestone of 1 crore mark
in sales.
The Company signs MOU with TN Government for investment of Rs 350 crore. The
Company also has launched its motorcycle 'TVS Sport' with improved mileage and
additional features during the year under review.On 16 March 2016 TVS Motor
Company announced that it has entered into a partnership with Snapdeal to sell its
motorcycles and scooters online. Nine two-wheeler products from TVS Motor
Company will be available on Snapdeal. Customers will now be able to select model
colour and dealership of their choice on the Snapdeal Motors platform from the
comfort of their homes. Snapdeal Motors platform was launched in November
2015.On 11 May 2017 TVS Motor Company announced its alliance with MASESA
(Mayor Servicios Socieda Anonima) a Guatemala based company that is a leader in
the commercialization of motorcycles and Tuk Tuks in the Central American region.
This alliance is in line with the company's plan to expand and strengthen its presence
in Central American LATAM South East Asia and Middle East. In this alliance
MASESA will develop exclusive TVS Motor Company concessionaires in
Guatemala El Salvador Honduras Nicaragua and Costa Rica.
On 28 June 2017 TVS Motor Company announced its partnership with Abans Auto
a leading distributor in Sri Lanka. Through this tie-up TVS King the 200 cc
passenger three-wheeler will be launched in the Sri Lankan market. As a part of the
agreement TVS Motor Company will leverage Abans Auto's network of over 200
showrooms and appointed dealers in strategic locations around Sri Lanka.
Furthermore Abans Finance will provide finance schemes to the customers of TVS
Motor Company at affordable rates.On 26 September 2017 TVS Motor Company
announced that its popular scooter brand TVS Jupiter has clocked sales of 2 million
units within 4 years of its launch. On 6 December 2017 TVS Motor Company
announced the launch of TVS Apache RR 310. The motorcycle marks TVS Motor
Company's entry into the super-premium segment both in domestic and international
markets.On 5 February 2018 TVS Motor Company announced its foray in the 125cc
scooter segment with the launch of TVS NTORQ 125. Designed for the youth TVS
NTORQ 125 has been developed based on the TVS Racing pedigree and comes with
the state-of-the-art CVTi-REVV 3 Valve engine. The scooter also marks the launch
of an exclusive technology platform - TVS SmartXonnect - making it India's first
connected scooter.On 14 March 2018 TVS Motor Company launched the new 2018
TVS Apache RTR 160 4V. A testimony to the racing legacy of the TVS Apache
RTR series the new TVS Apache RTR 160 4V is the most powerful 160cc
motorcycle creating a new benchmark in the segment. On 23 August 2018 TVS
Motor Company launched a new 110cc commuter motorcycle - TVS Radeon.
On 10 September 2018 TVS Motor Company announced that its premium
motorcycle brand TVS Apache has crossed a key sales milestone of 3 million units.
On 18 September 2018 TVS Motor Company announced that its 125cc scooter
offering TVS NTORQ 125 has crossed the 1 lakh sales mark. On 19 September 2018
TVS Motor Company announced its association with leading distributer in the
Mexican region Torino Motors a subsidiary of Groupo Autofin. In the first year of
the association Torino Motors will work with TVS Motor Company to open 40
exclusive stores in the country for the distribution of two-wheelers. With over 40
years of experience in the region Torino Motors specialises in automobile and retail
finance.
Questionnaire
Dear Sir/ Madam,
1. TVS vehicle model……………………………
2. Did the salesperson spend sufficient time with you and explained everything
about the vehicle? yes☐ no☐
3. was the vehicle delivered at the promised time? yes☐ no☐
4. where you