Professional Documents
Culture Documents
In partial fulfilment of the requirement for the award of two year full time Master
of Business Administration (MBA) Degree of Dr.A.P.J Abdul Kalam Technical
University, Lucknow(U.P)
Submitted By:
Mohd Anas Khan
Roll No: 1770270010
MBA- SEM III
Project Guide:
Dr. Sachin Bhardwaj
(Assistant professor, MIT)
Submitted to:
By
Mohd Anas Khan
SUBMITTED TO
DR.A.P.J ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW(U.P)
The author grants to M.I.T College of Management permission to reproduce and to distribute
publicity paper and electronic copies of the project report in whole or in part
Signature of student
MIT College of Management
Certified By
Project guide
Accepted by
Director /HOD
MIT College of Management
CANDIDATE’S DECLARATION
I, Mohd Anas Khan hereby declared that the project titled “MARKETING STRATEGY OF
MRF & MICHELIN TYRES” .which is being submitted in partial fulfilment of the
requirements for the awards of degree of Master of Business Administration, is an own record
carried out by me under the supervision of Dr. Sachin Bhardwaj .The matter embodied in this
project has not been submitted so far for the award of any degree or diploma.
and to get familiar with the various activities in the organization. I got an opportunity to undergo
was allowed to work on the project title “MARKETING STRATEGY OF MRF &
MICHELIN TYRES” Research gives an ample opportunity to apply once academic knowledge
The basic purpose of this project is to present the subject matter in simple language and easily
understandable style to assist the reader to develop thorough understanding about the
“MARKETING STRATEGY OF MRF & MICHELIN TYRES”
ACKNOWLEDGEMENT
I express my sincere gratitude and thankfulness towards Dr. Sachin Bhardwaj (Project Guide),
and Lab staff for their valuable time and guidance.
I am grateful to all our friends for providing critical feedback & support whenever required.
There are times in such projects when the clock beats you time & again & you run out of energy,
you just want to finish it once & forever. Parents made us endure such times with their unfailing
humour & warm wishes.
1. Introduction
3. Company Profile
4. Product Profile
5. Research Methodology
7. Conclusion
10. Limitations
Bibliography
Annexure
INTRODUCTION
INTRODUCTION
The main object of every organization is to earn more profit, to achieve this object the
organization should increase its sales by getting more customer and the only way to get more
customer is that the organization should provide expected satisfaction to the customers.
Here the word customer satisfaction means “the utility which customer expect from the product”
MRF manufactures the largest range of tyres in India and enjoys the highest brand preference for
superior quality, company manufactures the largest range of tyres in India and is the market
Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car
manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and
Here every customer of MRF is getting satisfaction and it may analyzed by the following
information
MRF own No. 1 award for customer satisfaction by J.D Power Asia pacific for
2001&2002
It is also created good brand name in other countries also, and it is the first Indian
company to export tyres to the US, the very birthplace of tyre technology. It is the first
company in India to manufacture and market Nylon tyres passenger tyres commercially.
MRF is providing huge number of products to the customer as per the requirement and
need.
They provide more warranties to the customers and it will shows that the company has
So as per the above information it found that the customer satisfaction towards MRF tyres is
good
STATEMENT OF THE PROBLEMS:
Profit earning has become one of the important objectives of each and every company.
It is very easy to attract new customers but retaining old customer is too difficulty only
A person enters a showroom when he wants to purchase tyres, but before purchasing
tyres he consults so many persons about tyre. Like about price, quality, service etc, and then he
If he finds any problem with tyres, he may change his positive attitude into negative
Considering, all above points, I have decided “To study the Customers Satisfaction
Objectives are:
2. To know the attributes which creates customer satisfaction among MRF tyre users
in Moradabad .
3. To know the satisfaction level of the customer with the MRF tyres.
SCOPE:
The study is purely based on the survey conducted in Moradabad city and has focused on
customers. The study covers the information about the mind set which may varies from situation
& where the respondents may not be able to give required and accurate information.
LIMITATIONS:
1. Due to respondents busy schedules, the interests shown by respondents to answer the
questionnaire may be less. This may have resulted in collecting inaccurate information.
2. Due to time and cost constraint the sample size selected is 100.
3. The selected sample size is small as compared to the total number of customers. Hence
the obtained result may not be accurate as it may not represent the whole population.
Customer satisfaction
seen as a key differentiator and increasingly has become a key element of business strategy.
Organizations are increasingly interested in retaining existing customers while targeting non-
Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
Because satisfaction is basically a psychological state, care should be taken in the effort of
quantitative measurement, although a large quantity of research in this area has recently been
developed. Work done by Berry (Bart Allen) and Brodeur between 1990 and 1998 defined ten
'Quality Values' which influence satisfaction behavior, further expanded by Berry in 2002 and
known as the ten domains of satisfaction. These ten domains of satisfaction include: Quality,
Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental Teamwork,
Front line Service Behaviors, Commitment to the Customer and Innovation. These factors are
emphasized for continuous improvement and organizational change measurement and are most
often utilized to develop the architecture for satisfaction measurement as an integrated model.
Work done by Parasuraman, Zeithaml and Berry (Leonard L) between 1985 and 1988 provides
the basis for the measurement of customer satisfaction with a service by using the gap between
the customer's expectation of performance and their perceived experience of performance. This
provides the measurer with a satisfaction "gap" which is objective and quantitative in nature.
combining the "gap" described by Parasuraman, Zeithaml and Berry as two different measures
The usual measures of customer satisfaction involve a survey with a set of statements using a
Likert Technique or scale. The customer is asked to evaluate each statement and in term of their
Published standards exist to help organizations develop their current levels of customer
satisfaction. The International Customer Service Institute (TICSI) has released The
International Customer Service Standard (TICSS). TICSS enables organizations to focus their
attention on delivering excellence in the management of customer service, whilst at the same
time providing recognition of success through a 3rd Party registration scheme. TICSS focuses an
TICSS Service Quality Model uses the 5 P's - Policy, Processes, and People, Premises,
service standard should lead to higher levels of customer satisfaction, which in turn influences
A young entrepreneur, K.M. Mammen Mappillai, opened a small manufacturing unit where
balloons, latex cast squeaking toys and industrial gloves were manufactured… little did he
realize then that the company he started would grow to become the no.1 tyre manufacturer in
India.
MRF established its first office in 1949 at Chennai, Tamil Nadu, and India. The company began
as a manufacturer of toy balloons and other rubber products and then later on moved to
MRF manufactures the largest range of tyres in India and enjoys the highest brand
preference for superior quality, company manufactures the largest range of tyres in India and is
the market leader with the largest market share it tyre industry.
Since 1984 MRF tyres has consistently been chosen as oem fitment by almost every major car
manufacturer in India apart from tyres MRF also manufacturer conveyor belts, pretreads and
The milestones achieved while being such a progressive and vibrant company, is also recognized
Voted as one of the Indian most admired marketing companies by A & M leading advertising
No. 1 award for customer satisfaction by J.D Power Asia pacific for 2001&2002
The main category of tyres produced in the country is that of Truck & Bus tyres. These
tyres accounted for 57% of the total tyre tonnage production in FY07 followed by LCV tyres
which accounted for 9% of the total tyre tonnage production. Approximately 53% of the total
tyre tonnage off take was by the replacement market, 31% by OEM and 15% by the export
market in FY07. The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07. The largest category of Truck & Bus tyres recorded a 5 year CAGR of 7.85% (slower
than the industry) while Light Commercial Vehicle (LCV), motorcycle and car tyre categories
grew at 15%, 16% and 14% respectively (faster than the industry). Off the road (OTR) tyre
category (customized tyres) which fetch a higher margin compared to other tyre categories, is the
fastest growing category.
The OTR tyre category has registered a 5 year CAGR of over 20% in the last five years.
Most of the top players are increasing their capacity for the production of OTR tyres so as to
improve their product mix, this being a high margin product.
The exports from the country clocked a CAGR of 13% in unit terms and 18% in value
terms in the period FY 02-07. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the Indian manufacturers will need to
graduate to production and export of radial tyres so as to protect their share in the export market.
Radicalization of tyres is still minimal in India.
Only the car tyre market has moved to radial tyres (95%) but in all other categories,
cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher cost of
radial tyres and poor awareness of the tyre users are the main reasons for the non transition of the
domestic market to radial tyres. However, going ahead radicalization in truck & bus tyres may
increase due to government‟s focus on infrastructure development.
CARE Research projects the Indian Tyre Industry to register a growth of 9-
10% in the next five years
The Indian Tyre Industry produced 736 lakh units of tyres (11 lakh tones) garnering Rs. 19,000
crores in FY 07. MRF Ltd. was the market leader (22% market share) followed closely by
Apollo Tyres Ltd. (21%). The other major players were JK Tyre & Industries Ltd (18%) and
Ceat Ltd. (13%). The industry tonnage production registered a 5 year CAGR of 9.69% between
FY 02-07¬.
Truck & Bus tyre category (accounting for 57% of the tonnage production) recorded a 5 year
CAGR of 7.85% (a rate slower than that of the industry) while Light Commercial Vehicle
(LCV), Motorcycle and Car tyre categories grew at 15%, 16% and 14% respectively (at rates
faster than that of the industry). Off the road (OTR) tyres (customized tyres which fetch a higher
margin compared to other tyres) category is growing at a fast pace. The OTR tyre category
registered a 5 year CAGR of over 20% in the last five years. Most of the top players are
increasing their capacity for the production of OTR tyres so as to improve their product mix, for
e.g. CEAT Ltd. is increasing its OTR capacity at its Nasik plant from 60,000 to 1,00,000 tyres by
end 2008, JK Tyre & Industries is expanding its OTR capacity from 25,000 tyres to 42,000 tyres
by end 2008, even smaller player like Falcon tyres is making its foray into the OTR category.
The exports from the country clocked a CAGR of 13% in unit terms and 18% in value terms in
the period FY 02¬07. Most of these tyres that are exported are of cross ply design. With
radicalization catching up in some of these markets, the manufacturers will need to graduate to
radial tyres so as to protect their share in the export market. Radicalization of tyres is still
minimal in India. Only the car tyre market has moved to radial tyres (95%) but in all other
categories cross ply tyres are still preferred. Poor road conditions, overloading in trucks, higher
initial cost of radial tyres and poor awareness levels in tyre users are the main reasons for the non
transition of the domestic market to radial tyres. However, going ahead, radicalization in truck &
bus tyres may increase due to government‟s focus on infrastructure development.
CARE Research expects the tyre industry to register a tonnage growth of 9¬10% in the next five
years (FY 07¬12). The truck & bus and LCV tyre category are expected to register a CAGR of
8% and 14% respectively (FY 07¬12).
MARKET PLAYERS
Indian % International %
MRF 22.00% Michelin 20.01%
Ceat 16.00%
Birla 7.00%
Goodyear 6.00%
Birla Tyres
Registered Office Shivam Chambers 53,
Syed Amir Ali Avenue, Kolkata,
West Bengal-700019.
Phone +91-33-22814516
Contact Persons
Name Phone Email
+91-33-22814516 ho@birlatyre.com
Executive Team
Business Description
Jk Tyre & Industries Ltd. Formerly known as J.K.Industries Limited. The Group's principal activity is to
design, develop, manufacture and market of conventional and radial tyres, tubes and flaps. It manufactures
truck and bus radials, steel radials for cars, LCV, trucks and bus. Its radial brands of the Group include
Ultimo and Rally.
Apollo Tyres Limited is the premier tyre manufacturing company in India. In truck tyres it has more than 30% market
share. The brand XT7 became the largest selling truck tyre in the country. The vision of the company is to be a leader
in the Indian tyre industry and a significant global player.
Quick Facts
Country India
Industry Tyre manufacturing
Listings & its codes NSE: APOLLOTYRE; BSE: 500877
Head Office 7 Institutional Area, Sector-32
Gurgaon Haryana - 122001, India
Tel.: +(91)-(124)-2383002 to 18
Registered Office 6th Floor, Cherupushpam Bldg.
Shanmugham Road, Cochin-682031 (Kerala)
Tel.: +(91)-(484)-2381902, 2381903, 2380720
Website www.apollotyres.com
Bridgestone
The Bridgestone Group (the parent company Bridgestone Corporation and its consolidated subsidiaries)
constitutes the world's largest manufacturer of tires and rubber products. The parent company was
established in 1931 in the small town of Kurume on the island of Kyushu in Japan. Today, the Bridgestone
Group has manufacturing bases in 25 countries and sells products in over 150 countries worldwide. Tires
accounted for about 80% of consolidated sales in 2006, with the remainder made up of a varied range of
industrial and consumer products, together with bicycles and other sporting goods.
Telephone +81-3-3567-0111
Sector Opthomology
Established 1931
Listed 1961
Homepage www.bridgestone.co.jp/english/
MRF Ltd. is the first Indian company to export tyres to the US, the very birthplace of tyre
technology. It is the first company in India to manufacture and market Nylon tyres passenger
tyres commercially. In 2004, the company's turnover crossed INR 30 billion mark. The company
was given the title of most ethical company by 'Business World' magazine after a survey
conducted in 1999.
Quick Facts
Founder K. M. Mammen Mappillai
Country India
Website http://www.mrftyres.com/
Two-Wheelers Tyres
MRF Ltd:
A LEADING PLAYER IN THE TYRE MANUFACTURING INDUSTRY
MRF Limited is engaged in the manufacturing, distribution
And sale of an extensive range of superior quality tyres for
Various kinds of vehicles.
The company‟s operations relate to manufacture of rubber products, such as tyres, tubes, flaps,
tread rubber
And conveyor belt, as well as specialty coatings for a variety of applications. MRF has six
production facilities in India and around 80 sales offices. From its humble origins in 1946, the
company has come long way to become the market leader in the tyre manufacturing industry.
MRF exports its products to over 75 countries
Worldwide. Today, global tyre manufacturers have to plan and adapt to changes in customer
Demand, fluctuations in raw material prices and availability, while keeping pace with timelines
for shipments; in the face of increasing competition in the global marketplace.
MRF ranked 12th by Crain Communication
MRF, India‟s largest tyre-maker, has moved up the pecking order. According to the latest report
of Tire Business, published by Crain Communications of the US, MRF‟s rank has improved to
12th during 2000 from 13th during 1999.
The special report titled, "2001 Global Tyre Company Ranking", covered 72 tyre companies
across the world. Commenting on the improved ranking of MRF, executive director
(marketing), Philip Eapen told ET, "It clearly shows the intrinsic strength of MRF, brand equity
and its ability to protect bottom-line.
He said that MRF is retaining its position as number one tyre company in India for the last
several years. Its improved global ranking comes at a time when the automotive industry is
facing a tough market with tremendous pressure on margins.
At the global level, Bridgestone Corporation was ranked number one by Tire Business, closely
followed by Michelin. Among other major Indian players, J K Industries was ranked 17th
against 16th in 1999 while Apollo Tyres moved up the ladder from 21 to 18 in 2000. Ceat was
positioned at 20 last year against 19 in 1999.
Eapen said MRF has emerged as the sole supplier of truck tyres to Volvo. While it is the largest
supplier of radial car tyres (40 per cent share) to Telco‟s Indica with a monthly supply of 10,000
tyres.
MRF was originally started as a small manufacturing unit of balloons, latex cast squeaking toys
and industrial gloves. It was only in the year 1961 that the company started manufacturing tyres.
Today, MRF has 6 manufacturing plants in India located in Tiruvottiyur and Arakonam in Tamil
Nadu, Kottayam in Kerala, Ponda in Goa, Medak in Andhra Pradesh, and one in the Union
Territory of Pondicherry. It has a distribution network of more than 2,500 outlets in the country
and exports tyres in over 75 countries globally. The company established its first office in 1949
at Chennai, Tamil Nadu. It has overseas offices in United Arab Emirates, Bangladesh and
Vietnam.
MRF manufactures the largest range of tyres in India and it has the highest brand preference. It
makes tyres for heavy duty truck, bus, light truck, passenger car to motor sports, rally cars, off
the road earth movers, two and three wheelers, farm service and military service. It is the market
leader and has 26 per cent share in the Rs 19,00000 million Indian tyre industry.
Funskool India is a joint venture between MRF and Hasbro Inc., USA, the world`s largest toy
company. Funskool`s Goa plant has been making its own moulds for a number of its products,
the most popular of which are Pipsqueaks, a range of low priced baby toys. MRF collaborated
with PIRELLI to manufacture Conveyor Belting. The MRF Conveyor Belt plant in Arkonam,
Tamil Nadu, with an annual capacity of 3000 tonnes, is the most modern belting plant in India.
The company also has a paints and coating subsidiary. It manufactures speciality coatings for
wide range of applications like Metalcoat, Woodcoat Glasscoat etc. MRF made a foray in
retreading as far back as 1970. MRF Pretreads is the most advanced Precured Retreading system
in India. MRF made a foray in retreading as far back as 1970. In the MRF Pretreads system, the
tread rubber is precured from MRF`s factory. It also has the specialised expertise required for
retreading Radial Tyres. The company is an original equipment supplier (OES) of radial tyres to
Tata Indica, Hyundai Elantra, Ford Fiesta and many other cars. Volvo also sources most of its
tyres from MRF for its Indian operations.
Financials
The Company swung to loss for the quarter ended December 2008. During the quarter, the
company reported loss of Rs 383 million compared with a profit of Rs 517.50 million in the
same quarter last year. Net sales for the quarter rose 17% to Rs 13,519.70 million, while total
income for the quarter rose 16.81% to Rs 13,560.30 million, when compared with the prior year
period. It reported loss of Rs 90.32 a share during the quarter compared with earnings of Rs
122.03 a share in previous year period.
ABOUT MICHALIN TYRES
Chennai, 6th July 2011: Michelin Tyres, the world‟s leading automotive tyre manufacturer and
strong promoter of „sustainable mobility‟ is setting up its manufacturing unit at Thervoy
Kandigai Industrial Park in Thiruvallur district and has launched a training centre there for its
employees and the community.
With an investment of Rs. 4000 crores over a period of 7 years, the manufacturing facility in
India is being set up on 290 acres of land, allotted by SIPCOT. With a global market share of
15.5%*, Michelin has been equipping vehicles in India for almost a decade and today markets in
India a full offer of radial tyres for two wheel, passenger car, trucks and buses, agriculture,
construction and mining vehicles.
TRAINING CENTRE
The Michelin Training Centre, the first building to be operational on the site, was launched on
30th May, 2011. The facility will conduct soft skills and technical skills training to help
improve employability for the villagers. The first program that has been designed for the
community is English language training that is scheduled to commence on 15th of July 2011.
Some of the other training programs that are planned are computer skills, accounting, and
other vocational courses like plumbing and carpentry.
“Michelin firmly believes that the company will do well only when the communities around its
operations can also benefit. The main focus of this training facility is to offer training to both:
Michelin employees and the local community around the site. Apart from technical and language
training to its own staff, the facility will conduct training in soft and technical skills to help
improve employment opportunities of the villagers, in general.” says Mr. Nicolas Beaumont,
Managing Director, Michelin India Pvt. Ltd.
MANUFACTURING PLANT
This plant will eventually offer employment to 1500 people locally. At present, there are 356
employees recruited, 67% of which are undergoing training. Michelin hosts training in various
Michelin factories overseas for a period ranging from one to three years hence giving
international exposure to its employees.
“The first radial truck tyre from the manufacturing facility will be rolled out in November 2012.
The plant has a capacity to produce 20 lakh tyres however, in the first year; we will produce 3
lakh tyres. With this facility in India, Michelin will be better equipped to cater to evolving and
increasing needs of the Indian customer.” says Mr. Nicolas Beaumont, Managing Director,
Michelin India Pvt. Ltd.
COMMUNITY INVOLVEMENT
Michelin understands that industrialisation should not be at the cost of traditional mainstays of
agriculture and animal husbandry. Therefore it is committed to making a positive contribution to
the neighbouring communities around where it will operate by supporting a wide range of socio-
economic, educational and health initiatives, always in consultation with villages.
Michelin was one of the sponsors for the household socio-economic survey conducted by
FORRAD (Foundation for Rural Recovery and Development) in 31 villages on the periphery of
the site. The survey collected empirical data on education, occupation, skills, income,
expenditure, indebtedness and other indicators of socio-economic well being. Based on these
findings, Michelin is devising its mid term and long term strategy for CSR.
Part of its strategy will be to sponsor health camps to cover paediatrics, gynaecology, general
health care and eye care. The eye camps are being undertaken in cooperation with Sankara
Nethralaya and the rest are being administered by Lifeline Hospitals and Chettinad Hospital and
Research Institute. These camps will serve to map out the health status of the local people and
assist with a long term plan.
Agriculture in the region surrounding its site is fed by large rain-fed lakes and a preliminary
survey by AFPRO (Action for Food Production) revealed that most of the lakes and the far end
of the irrigation channels were silted up. The former reduced the storage capacity of the lakes
and the latter cut off the water supply of farmers living on the far end of the lake. Starting, with
the de-silting of the irrigation channels, work has been completed in Karadiputhur,
Mukarampakkam and Kannankottai. 18 kms of channel have been de-silted involving around
2,700 man days of work. Desilting of irrigation channels have now begun off the Sengarari lake.
4 km off channels have been desilted providing 500 mandays of work.
Michelin is also putting in plans to improve infrastructure in local hospitals, primary health
centres, primary schools, etc., apart from arranging vocational training to local unskilled youth
for livelihood, adoption of Industrial Training Institutes, etc.
About Michelin
Headquartered in Clermont-Ferrand, France, Michelin has a global presence in more than 170
countries with 111,000 employees. Today, Michelin operates 70 production plants in 18 different
countries and manufactures and market tyres for every vehicle type including airplanes,
automobiles, bicycles/motorcycles, earthmovers, farm equipment, trucks and even the US space
shuttle, thus improving the mobility of goods and people.
Michelin is committed to serving its customers with world-class products and services. With the
manufacturing plant in progress, their objective is to strengthen the Michelin brand in India in
terms of technology, quality and innovation. An expanding dealer network has marked their
presence in India and Michelin is constantly evaluating opportunities across the country to
strengthen their presence in this market.
Michelin has been in the forefront of innovation and better mobility since its creation more than
120 years ago. The company was the inventor of the radial tyre in 1946, and continues to set the
bar in delivering innovative mobility solutions to its customers. Michelin is focused on its
strategy to play a key role in supporting the radialization growth in the Indian Truck and Bus tyre
segment. Its technology enables Michelin radial tyres to deliver unparalleled fuel efficiency,
safety and longevity benefits, thus providing newer and better value products to the Indian
consumer.
The long-running problem of the quality of India‟s roads has perhaps been the reason why such a
marketing strategy has taken so long to come to fruition. However, at the Michelin Challenge
Bibendium event in China in November of last year, Jean-Dominique Sénard announced that the
company‟s presence in India was „just beginning‟, and that the company would be establishing a
Research and Development team in Gurgaon, in Haryana State in 2015. Over the coming year,
such a team will surely spend a great deal of time developing tyres which are robust and thick –
in other words, more compatible with India‟s roads – yet simultaneously lighter and more fuel-
efficient. The engineers who will oversee the R&D are currently being trained at Michelin‟s
training facilities in Europe.
The company has also announced that it has commissioned a plant in Chennai, which will focus
on producing tyres for large, long haul trucks. With so many of the country‟s transportation of
people and goods resting on trucks and buses, it‟s no surprise that Michelin is looking to produce
a high-quality, popular yet affordable tyre in its attempts to muscle in on what is otherwise a
market dominated by national manufacturers.
Take Michelin‟s innovative Ultraflex technology it uses in some of its tyres; the company states
that it is designed with farmers and equipment manufacturers in mind, which will be music to the
ears of many workers in India‟s enormous agricultural sector. Ultraflex technology benefits from
„a unique rubber compound and a unique architecture that makes it possible to carry heavy loads
and operate at very low pressures.‟ Inevitably, this means potentially huge savings on fuel
consumption and enormous benefits for vehicles energy efficiency. And in a country whose
future looks to be increasingly dictated by its impact on the environment, such innovations will
surely hold Michelin in good stead in India in the year to come.
Since the company was founded, Michelin‟s mission has been to contribute to progress in
mobility. It has chosen to do this through innovation and quality, basing its development on
fundamental values, namely respect for customers, respect for people, respect for shareholders,
respect for the environment and respect for facts.
The Group is leveraging its "Michelin Performance & Responsibility" initiative to fulfil its 6
ambitions for 2020, while addressing the expectations of its stakeholders (customers,
employees, shareholders, suppliers, financial institutions, public authorities and local
communities) and fostering the professional success of its employees. To this end, Michelin is
focusing on four strategic pillars: innovating with passion, growing to serve our customers,
improving competitiveness across the organization and moving forward together.
Innovating with passion
One of the cornerstones of Michelin strategy is to differentiate its products and services
through technology and innovation, in order to strengthen its leadership and best meet the
requirements of end-users. Michelin is looking to confirm its strong lead in this new service
economy by introducing targeted offers combining product innovation and service innovation.
The company has stood Himalayan height in the tyre industry. It grabbed all most all
prestigious awards in the key areas like production, customer satisfaction, exports and
many more.
MRF: A tough brand
An enterprise that started as a toy ballon maker in 1946 in South India quickly grew to
become one of India‟s biggest and respected companies. Renowned for product superiority and
innovation, MRF continues to be the leading tyre maker in India.
MRF crossed the INR 3 bn mark and also became the No 1 tyre company in India. MRF legend
the premium nylon car tyre was introduced.
The MRF pace foundation was set up with international pace bowler, Dennis Lilli as its director.
Not long thereafter, pace bowlers trained at the foundation were selected for the Indian cricket
team. In the year 1989, MRF was the clear market leader in every tyre segment. Once again in
recognition of excellence, MRF was awarded the Vishweshwarayya award for the Best business
house in India.
MRF collaborated with Hasbro Intl USA, the world‟s largest toy makers, and launched funskool
in India. Company also entered into collaboration with Vapocure, Australia to manufacture
polyurethane paint formulations and with Pirelli muscleflex, conveyor, and elevator belting.
MRF also opened the MRF tyredrome, India‟s first tyre company owned wheel care complex at
Madras.
MRF brought the 6th world cup boxing championship to Mumbai the first of its kind- with 39
countries participating. In 1993 & 1995 the company was voted by the far eastern economic
review as one of the ten leading corporate groups in India and a leader in Asia. During the same
time MRF was selected as one of India‟s most admired marketing companies by the readers of
the A&M magazine.
The company‟s turn over crossed INR 15 bn in the year 1995.In 2000, MRF launched smile
campaign on Indian roads. It also launched ZVTS tyres for passenger cars in 2000.
MRF wins JD power award in 2003 & 2004. So far it has taken 6 JD awards.
IN the year 2004, MRF‟s turnover crossed INR 30 bn mark. In 2005, MRF wins the it‟s third
APRC rally. In 2006, MRF‟s turnover crossed the 5000 crore mark.
COMPANY PROFILE
INTRODUCTION OF D.D. TYRES
Establishment:
On Feb 7th 2006, the D.D. Tyres authorized dealer for MRF tyres. It was
inaugurated by Shri Charantimath Prabhu Swamiji & Asst District Manager Mr. Paul Alplar,
regional office, Belgaum.
MRF company follows the corporate identity for the establishment of
showrooms across the country.
Corporate Identity:
It means the company has its policy in respect of land, building, paints & timing of showroom.
It considers the following factors while starting a showroom as per the Corporate Identity.
i) Location: Every commercial phenomena needs a good location. It up lifts the
business process. D.D.Tyres situated in a main road and it is connected to a bus stand.
ii) Building: For customer attraction a well planned infrastructure is essential. It has
500 sq. ft area of show room. As well as 200 sq feet for gowdown, which is
connected with show room.
iii) Machinery: To install the tyres in proper way it has different machines like ..,
a) Tyre Fermant machine
b) Air Compressor
c) Wheel alignment tooling machine
iv) Labours: The labours are the base for any organization. And in Moradabad, there
is no problem for required labours for this business. D.D.Tyres has sufficient and
skilled workers.
Key Competitors: Newly established Appollo Tyres Show rooms and other local branded
tyre showrooms. But these have not any significant effect on show room activities.
SPECIFICATIONS OF CORPORATE IDENTITY
1) Showroom must be situated in a place which should have easy connectivity.
2) Show room must have the length of 500 sq.ft.
3) Frontage of 20 feet connected with gowdon of minimum 200 sq.ft.
4) Display of racks, inside & outside showroom colour, display boards, tiles, reception
table, as per the company specifications.
5) Showroom should have automotive tyre fitment machine which must be placed in the
showroom visible to the customers.
6) Company decides monthly sales target, on the basis of population and number of
vehicles. Target goes on renewing and dealer must compulsorily achieve the target.
7) Company has regional offices, so as to fulfill the needs of a dealer. It also has employed,
technical supervisor, sales supervisors.
SALES SECTION
To achieve increased sales DD TYRES has separate sales section. It provides the
quotations and all information regarding the tyres to the customers. Sales section plays
significance role in achieving targets by. It has to provide all information regarding sales to
regional sales supervisor.
ACCOUNT SECTION
It collects all information of transaction and records in systematic manner. It maintains
different account books for different tasks. It also maintains ledgers and regular balance
sheets.
SERVICE SECTION
This department provides quality service to customers. It fits the tyres in right position
with the help of tyre fitment machine. And it replaces the defective tyres if the tyres found to
be 5% defectives and provides tyre remolding facility to customers in a less price.
FUNCTIONS OF THE SHOW ROOM
I) Customer Visit: Customer care supervisor attends the customer and gives information
regarding :
a) Model
b) Size
c) Price
d) Quality
e) Other information about tyres.
II) Complaint of tyres: Complaints are taken from the customer recorded in the dockets
like serial number, name of customer, contact number, date of purchase and purchase
bill.
III) If any car radial tyres purchased from the showrooms, then the tyres will be fitted in
the showroom with the help of automate tyre changer.
IV) Dealer has to pay from his own pocket for any promotional activities undertaken by
him.
V) It collects information regarding to tyre users and sends it to regional office.
DISRTIBUTION CHANNEL: The company has vertical marketing system. The
structure of the marketing system .
FACTORY
REGIONAL OFFICE
DEALERS
( D.D.TYRE)
Main Dealer
CUSTOMER
It involves the distribution of tyres and tubes purchased from the company. The
showroom makes the purchase of tubes and tyres. For the Belgaum regional office, and
distributes tyres and tubes to the customer through the show room.
The D.D. Show room stands at the Dealers stage in the network of distribution. It
Truck / Buses 22 46 60
Light Commercial 8 16 28
Vehicles
Jeep/trekker/Trax 4 6 10
Car radials 24 48 70
Scooter 4 10 15
Tractor rear 2 4 6
Tractor front 4 10 20
Tractor trailor 2 2 2
RESEARCH METHODOLOGY
To achieve the stated objective a survey was conducted at Moradabad city regarding
customer “satisfaction towards MRF Tyres” provided by D.D.Tyres show room Moradabad.
Primary Data:
Primary data is collected by the random sampling method. Here we have randomly
interviewed 50 customers through Questionnaire and personal interview and collected the
primary data.
Secondary Data:
These are generally published sources which have been collected originally for some
other purpose, they are not gathered specially to achieve the objectives of the particular research
Survey Techniques:
Once the researcher has decided to use survey method for collecting data he has to
1. personal interview
2. telephone survey
3. mail survey
Questionnaire
consisting of set of questions presented to a respondent for his/her answer. The questionnaire is
very flexible in the sense that there are many ways to ask questions.
Data Collection:
Method used to collect data for the study was through survey. Survey is a systematic
collection of information directly from the respondents; survey was through personal interview
which involves collection of data through face to face communication with the help of
questionnaire.
Method of Sampling:
Moradabad city has a huge population and each person‟s opinion cannot be collected. So
Sample Size:
Sample size for the study consisted of 50 persons residing in Moradabad city. Among
them only some of them responded and others rejected to respond as they were not interested.
Sample Unit:
AND
INTERPRETATION
DATA ANALYSIS AND INTERPRETATION
Data Analysis:
I have conducted marketing survey on 50 customer to analysis their satisfaction level, for
this purpose I have prepared a questionnaire to collect the information from them. Among these
50 customers, only some of them responded as per that now we will see the analysis of the
collected data.
1. The following tables shows the factors which motivated the customer to purchase the
“MRF TYERS”
FACTORS CUSTOMERS
Friends 8
Brand Image 9
Advertisement 9
Relatives 8
Self-decision 16
Total 50
0.35
0.3
0.25
0.2 Series2
0.15 31% Series1
0.1 19% 21%
16% 13%
0.05
0 0 t
es
s
RS
n
en
nd
ag
sio
Se ativ
O
m
ie
Im
ci
CT
se
Fr
de
l
Re
d
rti
FA
an
lf-
ve
Br
Ad
Fully Satisfied 23
Satisfied 17
Dissatisfied 7
Fully dissatisfied 3
Total 50
A) Price of Tyres
Strongly Satisfied 15
Satisfied 16
Not Satisfied 10
Total 50
14 % of customers are fully not satisfied with the price of MRF tyres.
B) Quality Of Tyres:
Strongly Satisfied 23
Satisfied 15
Not Satisfied 8
Total 50
Strongly Satisfied 23
Satisfied 16
Not Satisfied 7
Total 50
D) Performance Of Tyres:
Strongly Satisfied 21
Satisfied 17
Not Satisfied 7
Total 50
Strongly Satisfied 24
Satisfied 15
Not Satisfied 7
Total 50
30% of customers are only just satisfied with the performance of tyres
Fully Satisfied 14
Satisfied 21
Not satisfied 8
Total 50
100% 100%
90%
80%
70%
60%
50%
42% 40%
28% 30%
17% 20%
13%
10%
0%
Fully Satisfied Not Fully Not Total
Satisfied satisfied Satisfied
Very Friendly 17
Friendly 22
Not friendly 4
Don‟t know 7
Total 50
120%
100% 100%
80%
60%
40% 44%
34%
20%
9% 13%
0%
Very Friendly Not Don’t Total
Friendly friendly know
34 % customer say that the behavior of showroom people while taking quotation or purchasing
Very Reasonable 15
Reasonable 21
Costly 8
Very Costly 6
Total 50
120%
100%
100%
80%
60% Series1
42%
40% 30%
16% 12%
20%
0%
tly
le
l
ly
le
ta
b
t
ab
os
To
os
na
on
C
C
so
y
s
ea
er
ea
V
R
R
y
er
V
Quality 19
Price 12
Service 8
Durability 11
Total 50
TYRES”
Lack of Information 11
Non co-operation of show room people 4
Delay 8
No problem 17
Total 50
Lack of
54%
60% Information
50%
Non co-operation of
40% show room people
0%
1
07 % customer faced the problem due to non cooperation of show room people
31% of customers have purchased on there own decision. They have d4ecision
on the basis of experience and some customers have taken after making
comparison with other tyres. Hence it reveals that customers are satisfied with
“MRF TYRES”
Majority of customers means 45% are satisfied with the fulfillment of their
need/purpose.
Only 30% of customers are fully satisfied with price of the tyres about 21%
are not satisfied and 14% of customers are fully not satisfied with the price.
About 45% of customers are fully satisfied,30% o f customers are only just
About 45% of customers are satisfied with durability of tyres, and 14% are not
About 42% of customers are fully satisfied with the performance of the tyres,
about 28% are strongly satisfied with its performance, and only 17% are not
The customers are having very good opinion about the behavior of showroom
people about 44% of customers are saying they are friendly and only 13% are
don‟t know.
The service charges are very reasonable in the view of about 43% of
customers and about 11% of customers believe that the service charges are
costly.
SUGGESTIONS TO SHOWROOM:
Showroom must recruit well qualified and skilled labours that care about the
customer. It will abolish the problem of unskilled and poor quality service.
Showroom employees and workers should maintain friendly relation with every
customers.
Showroom should maintain tyres, tube, air compression machines etc,. which are
Always adopt the improvement of servicing system and keep the showroom in
good conditions.
SUGGESTIONS TO COMPANY:
o Improve the distribution network and make available the products in needed time
of customers.
o Company always keeps some prizes and gifts to attract the customers.
newspaper must.
CONCLUSION
According to the study I conclude that the MRF TYRES company satisfies the customer
need and the purpose, but only problem is with the service given to the customers by the
showroom. So, as per study in my opinion based on project I can say that MRF TYRES should
think about the service provided by showrooms in order to capture the maximum market
segment.
According to Moradabad city the market is vast almost the whole district customers and
other new people purchase the MRF Tyres because it is old brand running tyres in market.
Almost people demands the MRF Tyres comparing to other company tyres.
Company provide more advertisement and always keep customers need with
III. WWW.MRFTYRESINDIA.COM
QUESTIONNIRE
Dear Sir/Madam
1. Customer Introduction:
a. Name ____________________________________________________________
b. Address___________________________________________________________
__________________________________________________________________
c. Occupation/Job_____________________________________________________
c. Advertisement ( ) d. Relatives ( )
a. Fully satisfied ( )
b. Satisfied ( )
b. Dissatisfied ( )
d. Fully dissatisfied ( )
-1-
4. As compare in other tyres how do you rate the following characteristics of your “MRF
TYRES”
Price
Quality
Durable
Performance
Mileage
c. Good ( ) d. Bad ( )
6. What was the behaviour of show room people while taking quotations or while
a. Very friendly ( )
b. Friendly ( )
c. Not-friendly ( )
d. Don‟t know ( )
a. Very Reasonable ( )
b. Reasonable ( )
c. Costly ( )
c. Good ( ) d. Bad ( )
-2-
a. Quality ( )
b. Price ( )
c. Service ( )
d. Durability ( )
a. Lack of information‟s ( )
c. Delay ( )
d. No problem ( )
a. ___________________________________________________________________
b. ___________________________________________________________________
c. ___________________________________________________________________