A STUDY ON CUSTOMER SATISFACTION FOR

TATA MOTORS

DISSERTATION REPORT IN PARTIAL FULFILLMENT OF THE AWARD OF FULL TIME MASTERS

IN BUSINESS ADMINISTRATION (2014-16)

Submitted by:

ApurvaAgrawal
Class: MBA –4th Sem.
Enrolment No: A31401914014
Specialization: Marketing & HR
Under Guidance Of:
Faculty Guide:

Dr Manoj Kumar Mishra

Assistant Professor

AGBS, Patna

AMITY UNIVERISTY PATNA CENTRE

1
 DECLARATION

Title of project report-A STUDY ON CUSTOMER SATISFACTION FOR TATA MOTORS

I understand what plagiarism is and am aware of the University’s policy in this regard

I declare that

(a) The work submitted by me in partial fulfilment of the requirement for the award of
degreeofMasters of Business Administration MBA4THSEMassessment in this
Dissertation is my own; it has not previously been presented for another assessment.

(b) I declare that this Dissertation is my original work. Wherever work form other source
has been used, all debts (for words data, arguments and ideas) have been appropriately
acknowledged and referenced in accordance with the requirements of NTCC Regulations
and Guidelines.

(c) I have not used work previously produced by another student or any other person to
submit it as my own.

(d) I have not permitted, and will not permit, anybody to copy my work with the purpose of
passing it off as his or her own work.

(e) The work conforms to the guidelines for layout, content and style as set out in the
Regulations and Guidelines.

Date: ------------- Apurva Agrawal

A31401914014
MBA-4TH SEM

2
 STUDENT’S CERTIFICATE

Certified that this report is prepared based on the dissertation project undertaken by
mein TATA MOTORS LUCKNOW under the able guidance of Dr.ManojKumar
Mishra, Assistant Professorin partial fulfillment of the requirement for award of
degree of Masters of Business Administration (MBA-G 4thSEM.) from Amity
University, Uttar Pradesh.

Date--------------------

--------------- ----------------- -----------------

Apurva Agrawal

Student

MBA4th SEM.

3
 FACULTY CERTIFICATE

This is to certify that the dissertation titled “A STUDY ON CUSTOMER

SATISFACTION FOR TATA MOTORS ” is a record of research work done

by Mr.APURVA AGRAWAL bearing Reg. no. A31401914014. This project

has not formed a basis for the rewards of any other degree/diploma of
any institution/university.

DATE: Dr.ManojKumar Mishra

PLACE: Assistant Professor

AGBS, AMITY UNIVERSITY

4
 ACKNOWLEDGEMENT

A report usually falls short of its expectations unless it is aided and guided by the right people at
the right time. I humbly wish to mention that this report is not a fruit of my individual effort but
of a number of people who have guided us and have associated with us throughout the span of
the industry integration. For preparing this report I want to acknowledge to the Reliance group
and I would like to express my sincere thanks to all those instrumental in this project work.

First of all, I would to thank Dr.VivekanandPandey,Dean of Amity Global Business School for
giving me this opportunity to do this project and learn from it. I would also like to thank my
faculty guide Dr.ManojKumar Mishra for helping me for this report.

Avijeet Srivastava
A7001914005

5
 TABLE OF CONTENTS

S. No. Topic Pg. No

1. Chapter-1 Introduction 8 -12

1.1 Introduction to the Topic
1.2 Objective of Study
1.3 Research Methodology
1.4 Scope of Study
1.5 Limitations of the study
2. Chapter-2 Profile of Tata Motors 13-66
2.1 Mission and Vision Statement
2.2 Company profile
2.3 Government Policies
2.4 SWOT Analysis

3. Chapter-3 Research Methodology 67-68

3.1 Research Methodology

4. Chapter-5 Findings, Conclusions and Recommendations 69-72

5.1 Findings
5.2 Conclusions
5.3 Recommendations

5. Chapter -6 Data analysis and interpretation 73-78

6. Annexure 79-81
 Questionnaires

7. Bibliography 82

6
 EXECUTIVE SUMMARY

The Tata group’s core purpose is to improve the quality of life of the
communities it serves globally, through long-term stakeholder value
creation based on leadership with trust.
Founded by Jamsetji Tata in 1868, the Tata group is a global enterprise
headquartered in India, and comprises over 100 operating companies,
with operations in more than 100 countries across six continents,
exporting products and services to over 150 countries. The revenue of
Tata companies, taken together, was $103.27 billion (around
Rs624,757crore) in 2013-14, with 67.2 percent of this coming from
businesses outside India. Tata companies employ over 581,000 people
worldwide.
Good corporate citizenship is part of the Tata group’s DNA. Sixty six
percent of the equity of Tata Sons, the promoter holding company, is
held by philanthropic trusts, thereby returning wealth to society. As a
result of this unique ownership structure and ethos of serving the
community, the Tata name has been respected for more than 140 years
and is trusted for its adherence to strong values and business ethics.

7
 CHAPTER – 1
INTRODUCTION

8
 INTRODUCTION TO THE TOPIC

A Study on Customer satisfaction for Tata Motors

Segments in the Automobile Industry:

PASSENGER CAR SEGMENTS – INDIA

A 3-million huge industry cannot be devoid of some classical
segmentization. India’s passenger car industry is broken down into
multiple segments. This is done for ease of understanding and improved
competition among manufacturers to get bigger pies of particular
segments.
While there are multiple ways of segmenting this industry like based on
price and engine size but the most prevalent and the official method is
based on dimension. i.e. the length of the vehicle under consideration.

A1 Segment - Mini – Up to 3400mm (M800, Nano)

A2 Segment - Compact – 3401 to 4000mm (Alto, wagon r, Zen,i10,A-
star,Swift,i20,palio,indica etc)
A3 Segment – Midsize – 4001 to 4500mm (Manza, City, Sx4, Dzire,
Logan, Accent, Fiesta, Verna etc)
A4 Segment - Executive – 4501 to 4700mm (Corolla, civic, C class,
Cruze, Optra, Octavia etc)
A5 Segment - Premium – 4701 to 5000mm (Camry, E class, Accord,
Sonata, Laura, Superb etc)
9
A6 Segment – Luxury – Above 5000mm (Mercedes S class, 5 series
B1 Segment - Van – Omni, Versa, Magic etc
B2 Segment - MUV/MPV – Innova, Tavera, Sumo etc
SUV Segment - CRV, Vitaraetc

While its easy for SIAM to segment the vehicles as per dimensions but
for consumers, it becomes a tad difficult. This is primarily because of
the widely varying / spread out prices of the vehicles. A 2 segment, as
per the above criterion, will range between 3 lakhs to 7 lakhs. And A 3
will be between 4.5 to 9 lakhs. Such wide variation in prices has
distorted the image of segments in the minds of consumers.

Hence, for simplicity purposes, a different segmentation has cropped up.

The details are as follows:-
A Segment – Approximately below 3.5 lakhs - Alto, Eon, Nano, Spark,
800
B 1 Segment – Hatchback largely below 6 lakhs – Wagon R, Indica,
Beat, Santro, A Star, Micra, Estilo
B 2 Segment – Hatchback majorly below 7.5 lakhs – Swift, I 10, I 20,
Ritz, Figo, Polo, Liva, Vista, Jazz, Punto, Brio, Fabia, Pulse, Aveo UVA
C 1 Segment – Sedan below 8 lakhs – Dzire, Indigo, Etios, Sunny, Fiesta
Classic, Verito, Accent, Ambassador, Aveo
C 2 Segment – Sedan below 9.5 lakhs – Linea, Manza, Verna, Rapid,
Vento, City, SX 4, Verna New, Optra
D 1 Segment - Premium Sedan below 15 lakhs – Corolla, Civic, Cruze,
Laura, Jetta, Fluence
D 2 Segment – Luxury Sedan below 25 lakhs– Superb, Passat, Accord,

10
Camry, Sonata, Teana, Kizashi
B1 Segment - Van – Omni, Versa, Magic etc
B2 Segment - MUV/MPV – Innova, Tavera, Sumo etc
SUV Segment - CRV, Vitaraetc

What Is A2 Segment?
TWO BOX (HATCHBACK) – It means Engine are has a separate cabin
while Passenger area and luggage area are together. For eg: M800, Alto,
Santro, i10, Swift etc.

A2 Segment - Compact – 3401 to 4000mm (Alto, wagon r, Zen,i10,A-

star,Swift,i20,palio,indica etc)

Objectives Of Study:

 To know the Product offerings Of Tata motors

 To know the Various players in the A2 Segment.
 To know the customer satisfaction for Tata Motors.

11
SCOPE OF THE STUDY

The scope is to study the various segments in the automobile industry as the
automobile industry is evolving heavily with more of foreign players entering into
the domestic market. The scope of the study is also to study the products offered
by Tata Motors to it’s customers for the same and also to study the various factors
which are the root causes for the Increasing Market Share In the A2 Segment for
Lucknow Market.

LIMITATIONS OF THE STUDY

The Major limitations of my study were:

 Time Factor was the major factor.

 The disinterest shown by the Customers as they were just concerned with
what they actually wanted at that point of time.

12
 CHAPTER – 2
COMPANY PROFILE

13
Company Profile:
Tata Motors Limited is India’s largest automobile company, with
consolidated revenues of INR 2,32,834crores (USD 38.9 billion) in
2013-14. It is the leader in commercial vehicles in each segment, and
among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments.
The Tata Motors Group’s over 60,000 employees are guided by the
mission “to be passionate in anticipating and providing the best vehicles
and experiences that excite our customers globally.''
Established in 1945, Tata Motors’ presence cuts across the length and
breadth of India. Over 8 million Tata vehicles ply on Indian roads, since
the first rolled out in 1954. The company’s manufacturing base in India
is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow
(Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and
Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it
has set up an industrial joint venture with Fiat Group Automobiles at
Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat
powertrains. The company’s dealership, sales, services and spare parts
network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September
2004), has emerged as an international automobile company. Through
subsidiaries and associate companies, Tata Motors has operations in the
UK, South Korea, Thailand, South Africa and Indonesia. Among them is
Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo
Commercial Vehicles Company, South Korea’s second largest truck
maker. The rechristened Tata Daewoo Commercial Vehicles Company
has launched several new products in the Korean market, while also
14
exporting these products to several international markets. Today two-
thirds of heavy commercial vehicle exports out of South Korea are from
Tata Daewoo. In 2006, Tata Motors formed a 51:49 joint venture with
the Brazil-based, Marcopolo, a global leader in body-building for buses
and coaches to manufacture fully-built buses and coaches for India – the
plant is located in Dharwad. In 2006, Tata Motors entered into joint
venture with Thonburi Automotive Assembly Plant Company of
Thailand to manufacture and market the company’s pickup vehicles in
Thailand, and entered the market in 2008. Tata Motors (SA)
(Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding
(Pty) Ltd. set up in 2011, has an assembly plant in Rosslyn, north of
Pretoria. The plant can assemble, semi knocked down (SKD) kits, light,
medium and heavy commercial vehicles ranging from 4 tonnes to 50
tonnes.
Tata Motors is also expanding its international footprint, established
through exports since 1961. The company’s commercial and passenger
vehicles are already being marketed in several countries in Europe,
Africa, the Middle East, South East Asia, South Asia, South America,
CIS and Russia. It has franchisee/joint venture assembly operations in
Bangladesh, Ukraine, and Senegal.
The foundation of the company’s growth over the last 69 years is a deep
understanding of economic stimuli and customer needs, and the ability
to translate them into customer-desired offerings through leading edge
R&D. With over 4,500 engineers, scientists and technicians the
company’s Engineering Research Centre, established in 1966, has
enabled pioneering technologies and products. The company today has
R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in
South Korea, Italy, Spain, and the UK.

15
It was Tata Motors, which launched the first indigenously developed
Light Commercial Vehicle in 1986. In 2005, Tata Motors created a new
segment by launching the Tata Ace, India’s first indigenously developed
mini-truck. In 2009, the company launched its globally benchmarked
Prima range of trucks and in 2012 the Ultra range of international
standard light commercial vehicles. In their power, speed, carrying
capacity, operating economy and trims, they will introduce new
benchmarks in India and match the best in the world in performance at a
lower life-cycle cost.
Tata Motors also introduced India’s first Sports Utility Vehicle in 1991
and, in 1998, the Tata Indica, India’s first fully indigenous passenger
car.
In January 2008, Tata Motors unveiled its People’s Car, the Tata Nano.
The Tata Nano has been subsequently launched, as planned, in India in
March 2009, and subsequently in 2011 in Nepal and Sri Lanka. A
development, which signifies a first for the global automobile industry,
the Nano brings the joy of a car within the reach of thousands of
families.
Tata Motors is equally focussed on environment-friendly technologies in
emissions and alternative fuels. It has developed electric and hybrid
vehicles both for personal and public transportation. It has also been
implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource conservation.
Through its subsidiaries, the company is engaged in engineering and
automotive solutions, automotive vehicle components manufacturing
and supply chain activities, vehicle financing, and machine tools and
factory automation solutions.

16
Tata Motors is committed to improving the quality of life of
communities by working on four thrust areas – employability, education,
health and environment. The activities touch the lives of more than a
million citizens. The company’s support on education and employability
is focused on youth and women. They range from schools to technical
education institutes to actual facilitation of income generation. In health,
the company’s intervention is in both preventive and curative health
care. The goal of environment protection is achieved through tree
plantation, conserving water and creating new water bodies and, last but
not the least, by introducing appropriate technologies in vehicles and
operations for constantly enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a
refulgent future.

The hatchback segments hastotaled to 56% of the entire passenger car

sales in India. This comes to 355857 units. This clearly shows the
popularity of smaller cars in the Indian market. Alto continues to be the
top selling brand with 17422 in July. It is followed by Swift (11421) and
Wagon R (9582) – all Maruti brands. This is an indication of how well
the Maruti team has understood the Indian market. i 10, I 20, Nano,
Beat, Figo, Santro& Polo are some of the high selling models in these
segments and these models continue to clock more than 3000 units
monthly. Nano has been a disappointment so far with huge expectations
but it is showing some kind of resilience off late. Lets see how Tata
Motors team takes this special car ahead!

17
Tata Motors Limited is India's largest automobile company, with
consolidated revenues of INR 2,62,796crores (USD 42.04 billion) in
2014-15. It is the leader in commercial vehicles in each segment, and
among the top in passenger vehicles with winning products in the
compact, midsize car and utility vehicle segments.
The Tata Motors Group's over 60,000 employees are guided by the
mission "to be passionate in anticipating and providing the best vehicles
and experiences that excite our customers globally."
Established in 1945, Tata Motors' presence cuts across the length and
breadth of India. Over 8 million Tata vehicles ply on Indian roads, since
the first rolled out in 1954. The company's manufacturing base in India
is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow
(Uttar Pradesh), Pantnagar (Uttarakhand), Sanand (Gujarat) and
Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it
has set up an industrial joint venture with Fiat Group Automobiles at
Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat
powertrains. The company's dealership, sales, services and spare parts
network comprises over 6,600 touch points, across the world.
Tata Motors, also listed in the New York Stock Exchange (September
2004), has emerged as an international automobile company. Through
subsidiaries and associate companies, Tata Motors has operations in the
UK, South Korea, Thailand, South Africa and Indonesia. Among them is
Jaguar Land Rover, acquired in 2008. In 2004, it acquired the Daewoo
Commercial Vehicles Company, South Korea's second largest truck
maker. The rechristened Tata Daewoo Commercial Vehicles Company

18
has launched several new products in the Korean market, while also
exporting these products to several international markets. Today two-
thirds of heavy commercial vehicle exports out of South Korea are from
Tata Daewoo. In 2006, Tata Motors formed a 51:49 joint venture with
the Brazil-based, Marcopolo, a global leader in body-building for buses
and coaches to manufacture fully-built buses and coaches for India - the
plant is located in Dharwad. In 2006, Tata Motors entered into joint
venture with Thonburi Automotive Assembly Plant Company of
Thailand to manufacture and market the company's pickup vehicles in
Thailand, and entered the market in 2008. Tata Motors (SA)
(Proprietary) Ltd., Tata Motors' joint venture with Tata Africa Holding
(Pty) Ltd. set up in 2011, has an assembly plant in Rosslyn, north of
Pretoria. The plant can assemble, semi knocked down (SKD) kits, light,
medium and heavy commercial vehicles ranging from 4 tonnes to 50
tonnes.
Tata Motors is also expanding its international footprint, established
through exports since 1961. The company's commercial and passenger
vehicles are already being marketed in several countries in Europe,
Africa, the Middle East, South East Asia, South Asia, South America,
Australia, CIS and Russia. It has franchisee/joint venture assembly
operations in Bangladesh, Ukraine, and Senegal.
The foundation of the company's growth over the last 70 years is a deep
understanding of economic stimuli and customer needs, and the ability
to translate them into customer-desired offerings through leading edge
R&D. With over 4,500 engineers, scientists and technicians the
company's Engineering Research Centre, established in 1966, has
enabled pioneering technologies and products. The company today has
R&D centres in Pune, Jamshedpur, Lucknow, Dharwad in India, and in
South Korea, Italy, Spain, and the UK.

19
It was Tata Motors, which launched the first indigenously developed
Light Commercial Vehicle in 1986. In 2005, Tata Motors created a new
segment by launching the Tata Ace, India's first indigenously developed
mini-truck. In 2009, the company launched its globally benchmarked
Prima range of trucks and in 2012 the Ultra range of international
standard light commercial vehicles. In their power, speed, carrying
capacity, operating economy and trims, they will introduce new
benchmarks in India and match the best in the world in performance at a
lower life-cycle cost.
Making strides in the Commercial Vehicle Business, in March 2014,
Tata Motors also took the lead to bring a world renowned motorsport to
India, with the T1 Prima Truck Racing Championship. This unique
initiative witnessed over 45,000 spectators in 2015 at the Buddh
International Circuit. This will be an annual property, edged on
motorsport calendars globally and Tata Motors continues to promote its
flagship brand, Prima, through this initiative.
Tata Motors also introduced India's first Sports Utility Vehicle in 1991
and, in 1998, the Tata Indica, India's first fully indigenous passenger car.
In January 2008, Tata Motors unveiled the world famous, the Tata Nano
and subsequently launched, as planned, in India in March 2009, Since its
inception, it was developed to meet the needs of an attractive and
affordable entry level car. The Nano has evolved over time, with the
needs of its customers, to become a feature-rich compact hatchback. The
Company has introduced the new generation range called the GenXNano
in May 2015.
In July 2014, Tata Motors expanded its footprint in the petrol market,
with the launch of its indigenously developed and globally benchmarked

20
Revotron 1.2T engine, India's First 1.2 LitreMPFi Turbocharged Petrol
Engine and the first from the new generation Revotron engine series.
This was followed by the launch of Tata Zest in August 2014, a stylish
compact sedan which comes with new design language, best-in-class
performance with unparalleled driving pleasure. Bringing its
Horizonextstrategy at play, the Company introduced its sporty, premium
hatchback, Tata Bolt in January 2015. The Zest and Bolt have largely
led the recovery for the passenger vehicle business and continue to
receive good response from customers.
Tata Motors is equally focussed on environment-friendly technologies in
emissions and alternative fuels. It has developed electric and hybrid
vehicles both for personal and public transportation. It has also been
implementing several environment-friendly technologies in
manufacturing processes, significantly enhancing resource conservation.
Through its subsidiaries, the company is engaged in engineering and
automotive solutions, automotive vehicle components manufacturing
and supply chain activities, vehicle financing, and machine tools and
factory automation solutions.
Tata Motors is committed to improving the quality of life of
communities by working on four thrust areas - employability, education,
health and environment. The activities touch the lives of more than a
million citizens. The company's support on education and employability
is focused on youth and women. They range from schools to technical
education institutes to actual facilitation of income generation. In health,
the company's intervention is in both preventive and curative health
care. The goal of environment protection is achieved through tree
plantation, conserving water and creating new water bodies and, last but

21
not the least, by introducing appropriate technologies in vehicles and
operations for constantly enhancing environment care.
With the foundation of its rich heritage, Tata Motors today is etching a
refulgent future.

Policies of Tata Motors:

Safety & Health Policies:

22
Environmental Policies:

23
Quality Control Policies:

24
TATA’S CODE OF CONDUCT:

25
The Tata Code of Conduct is a set of principles that guide and govern the conduct
of Tata companies and their employees in all matters relating to business. First
elucidated in 1998, the Code lays down the ethical standards that Tata employees
have to observe in their professional lives, and it defines the value system at the
heart of the Tata group and its many business entities.

The Code is a dynamic document that reinforces the Tata canon of

honorablebehaviour in business. While it has remained unaltered at its core, the
Code has been modified down the years to keep it in step with changing regulatory
norms in the different parts of the world that Tata companies now do business.
These modifications have reinforced the Code, and enable it to reflect the diverse
business, cultural and other factors that have a bearing on the health of the Tata
brand.

If all of us, in our professional and personal capacities, can internalise the beliefs
enshrined in the Tata Code of Conduct, the Tata group’s legacy and its future will
remain in good hands.

CP Mistry
Group Chairman

CLAUSES OF CODE OF CONDUCT:

26
 Clause 1

National interest
The Tata group is committed to benefit the economic development of the countries
in which it operates. No Tata company shall undertake any project or activity to the
detriment of the wider interests of the communities in which it operates.

A Tata company’s management practices and business conduct shall benefit the
country, localities and communities in which it operates, to the extent possible and
affordable, and shall be in accordance with the laws of the land.

A Tata company, in the course of its business activities, shall respect the culture,
customs and traditions of each country and region in which it operates. It shall
conform to trade procedures, including licensing, documentation and other
necessary formalities, as applicable.

Clause 2

Financial reporting and records

A Tata company shall prepare and maintain its accounts fairly and accurately and
in accordance with the accounting and financial reporting standards which
represent the generally accepted guidelines, principles, standards, laws and
regulations of the country in which the company conducts its business affairs.

Internal accounting and audit procedures shall reflect, fairly and accurately, all of
the company’s business transactions and disposition of assets, and shall have
internal controls to provide assurance to the company’s board and shareholders that
the transactions are accurate and legitimate. All required information shall be
accessible to company auditors and other authorised parties and government
agencies.There shall be no willful omissions of any company transactions from the
books and records, no advance-income recognition and no hidden bank account
and funds.

Any willful, material misrepresentation of and / or misinformation on the financial

accounts and reports shall be regarded as a violation of the Code, apart from
inviting appropriate civil or criminal action under the relevant laws. No employee

27
shall make, authorise, abet or collude in an improper payment, unlawful
commission or bribing.

Clause 3

Competition
A Tata company shall fully support the development and operation of competitive
open markets and shall promote the liberalisation of trade and investment in each
country and market in which it operates. Specifically, no Tata company or
employee shall engage in restrictive trade practices, abuse of market dominance or
similar unfair trade activities.

A Tata company or employee shall market the company’s products and services on
their own merits and shall not make unfair and misleading statements about
competitors’ products and services. Any collection of competitive information
shall be made only in the normal course of business and shall be obtained only
through legally permitted sources and means.

Clause 4

Equal opportunities employer

A Tata company shall provide equal opportunities to all its employees and all
qualified applicants for employment without regard to their race, caste, religion,
colour, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic
origin or disability.

Human resource policies shall promote diversity and equality in the workplace, as
well as compliance with all local labour laws, while encouraging the adoption of
international best practices.

Employees of a Tata company shall be treated with dignity and in accordance with
the Tata policy of maintaining a work environment free of all forms of harassment,
whether physical, verbal or psychological. Employee policies and practices shall
be administered in a manner consistent with applicable laws and other provisions
of this Code, respect for the right to privacy and the right to be heard, and that in
28
all matters equal opportunity is provided to those eligible and decisions are based
on merit.

Clause 5

Gifts and donations

A Tata company and its employees shall neither receive nor offer or make, directly
or indirectly, any illegal payments, remuneration, gifts, donations or comparable
benefits that are intended, or perceived, to obtain uncompetitive favours for the
conduct of its business. The company shall cooperate with governmental
authorities in efforts to eliminate all forms of bribery, fraud and corruption.

However, a Tata company and its employees may, with full disclosure, accept and
offer nominal gifts, provided such gifts are customarily given and / or are of a
commemorative nature. Each company shall have a policy to clarify its rules and
regulations on gifts and entertainment, to be used for the guidance of its
employees.

Clause 6

Government agencies
A Tata company and its employees shall not, unless mandated under applicable
laws, offer or give any company funds or property as donation to any government
agency or its representative, directly or through intermediaries, in order to obtain
any favourable performance of official duties. A Tata company shall comply with
government procurement regulations and shall be transparent in all its dealings
with government agencies.

29
 Clause 7

Political non-alignment
A Tata company shall be committed to and support the constitution and
governance systems of the country in which it operates.

A Tata company shall not support any specific political party or candidate for
political office. The company’s conduct shall preclude any activity that could be
interpreted as mutual dependence / favour with any political body or person, and it
shall not offer or give any company funds or property as donations to any political
party, candidate or campaign.

Clause 8

Health, safety and environment

A Tata company shall strive to provide a safe, healthy, clean and ergonomic
working environment for its people. It shall prevent the wasteful use of natural
resources and be committed to improving the environment, particularly with regard
to the emission of greenhouse gases, and shall endeavour to offset the effect of
climate change in all spheres of its activities.

A Tata company, in the process of production and sale of its products and services,
shall strive for economic, social and environmental sustainability.

Clause 9

Quality of products and services

A Tata company shall be committed to supply goods and services of world-class
quality standards, backed by after-sales services consistent with the requirements
of its customers, while striving for their total satisfaction. The quality standards of
the company’s goods and services shall meet applicable national and international
standards.

A Tata company shall display adequate health and safety labels, caveats and other
necessary information on its product packaging.

30
 Clause 10

Corporate citizenship

A Tata company shall be committed to good corporate citizenship, not only in the
compliance of all relevant laws and regulations but also by actively assisting in the
improvement of quality of life of the people in the communities in which it
operates. The company shall encourage volunteering by its employees and
collaboration with community groups.

Tata companies are also encouraged to develop systematic processes and conduct
management reviews, as stated in the Tata ‘corporate sustainability protocol’, from
time to time so as to set strategic direction for social development activity.

The company shall not treat these activities as optional, but should strive to
incorporate them as an integral part of its business plan.

Clause 11

Cooperation of Tata companies

A Tata company shall cooperate with other Tata companies including applicable
joint ventures, by sharing knowledge and physical, human and management
resources, and by making efforts to resolve disputes amicably, as long as this does
not adversely affect its business interests and shareholder value.

In the procurement of products and services, a Tata company shall give preference
to other Tata companies, as long as they can provide these on competitive terms
relative to third parties.

Clause 12

Public representation of the company and the Group

The Tata group honours the information requirements of the public and its
stakeholders. In all its public appearances, with respect to disclosing company and
business information to public constituencies such as the media, the financial
community, employees, shareholders, agents, franchisees, dealers, distributors and

31
importers, a Tata company or the Tata group shall be represented only by
specifically authorised directors and employees. It shall be the sole responsibility
of these authorised representatives to disclose information about the company or
the Group.

Clause 13

Third party representation

Parties which have business dealings with the Tata group but are not members of
the Group, such as consultants, agents, sales representatives, distributors, channel
partners, contractors and suppliers, shall not be authorised to represent a Tata
company without the written permission of the Tata company, and / or if their
business conduct and ethics are known to be inconsistent with the Code.

Third parties and their employees are expected to abide by the Code in their
interaction with, and on behalf of, a Tata company. Tata companies are encouraged
to sign a non-disclosure agreement with third parties to support confidentiality of
information.

Clause 14

Use of the Tata brand

The use of the Tata name and trademark shall be governed by manuals, codes and
agreements to be issued by Tata Sons. The use of the Tata brand is defined in and
regulated by the Tata Brand Equity and Business Promotion agreement. No third
party or joint venture shall use the Tata brand to further its interests without
specific authorisation.

Clause 15

Group policies
A Tata company shall recommend to its board of directors the adoption of policies
and guidelines periodically formulated by Tata Sons.

Clause 16

32
Shareholders
A Tata company shall be committed to enhancing shareholder value and
complying with all regulations and laws that govern shareholder rights.The board
of directors of a Tata company shall duly and fairly inform its shareholders about
all relevant aspects of the company’s business, and disclose such information in
accordance with relevant regulations and agreements.

Clause 17

Ethical conduct
Every employee of a Tata company, including full-time directors and the chief
executive, shall exhibit culturally appropriate deportment in the countries they
operate in, and deal on behalf of the company with professionalism, honesty and
integrity, while conforming to high moral and ethical standards. Such conduct shall
be fair and transparent and be perceived to be so by third parties.

Every employee of a Tata company shall preserve the human rights of every
individual and the community, and shall strive to honour commitments.

Every employee shall be responsible for the implementation of and compliance

with the Code in his / her environment. Failure to adhere to the Code could attract
severe consequences, including termination of employment.

Clause 18

Regulatory compliance
Employees of a Tata company, in their business conduct, shall comply with all
applicable laws and regulations, in letter and spirit, in all the territories in which
they operate. If the ethical and professional standards of applicable laws and
regulations are below that of the Code, then the standards of the Code shall prevail.

Directors of a Tata company shall comply with applicable laws and regulations of
all the relevant regulatory and other authorities. As good governance practice they
shall safeguard the confidentiality of all information received by them by virtue of
their position.

Clause 19
33
Concurrent employment
Consistent with applicable laws, an employee of a Tata company shall not, without
the requisite, officially written approval of the company, accept employment or a
position of responsibility (such as a consultant or a director) with any other
company, nor provide freelance services to anyone, with or without remuneration.
In the case of a full-time director or the chief executive, such approval must be
obtained from the board of directors of the company.

Clause 20

Conflict of interest
An employee or director of a Tata company shall always act in the interest of the
company, and ensure that any business or personal association which he / she may
have does not involve a conflict of interest with the operations of the company and
his / her role therein. An employee, including the executive director (other than
independent director) of a Tata company, shall not accept a position of
responsibility in any other non-Tata company or not-for-profit organisation without
specific sanction.

The above shall not apply to (whether for remuneration or otherwise):

a) Nominations to the boards of Tata companies, joint ventures or associate
companies.
b) Memberships / positions of responsibility in educational / professional bodies,
wherein such association will benefit the employee / Tata company.
c) Nominations / memberships in government committees / bodies or
organisations.
d) Exceptional circumstances, as determined by the competent authority.

Competent authority, in the case of all employees, shall be the chief executive,
who in turn shall report such exceptional cases to the board of directors on a
quarterly basis. In case of the chief executive and executive directors, the Group
Executive Council shall be the competent authority.

An employee or a director of a Tata company shall not engage in any business,

relationship or activity which might conflict with the interest of his / her company

34
or the Tata group. A conflict of interest, actual or potential, may arise where,
directly or indirectly…
a) An employee of a Tata company engages in a business, relationship or activity
with anyone who is party to a transaction with his / her company.
b) An employee is in a position to derive an improper benefit, personally or to any
of his / her relatives, by making or influencing decisions relating to any
transaction.
c) An independent judgement of the company’s or Group’s best interest cannot be
exercised.

The main areas of such actual or potential conflicts of interest shall include the
following:
a) An employee or a full-time director of a Tata company conducting business on
behalf of his / her company or being in a position to influence a decision with
regard to his / her company’s business with a supplier or customer where his / her
relative is a principal officer or representative, resulting in a benefit to him / her or
his / her relative.
b) Award of benefits such as increase in salary or other remuneration, posting,
promotion or recruitment of a relative of an employee of a Tata company, where
such an individual is in a position to influence decisions with regard to such
benefits.
c) The interest of the company or the Group can be compromised or defeated.

Notwithstanding such or any other instance of conflict of interest that exist due to
historical reasons, adequate and full disclosure by interested employees shall be
made to the company’s management. It is also incumbent upon every employee to
make a full disclosure of any interest which the employee or the employee’s
immediate family, including parents, spouse and children, may have in a family
business or a company or firm that is a competitor, supplier, customer or
distributor of or has other business dealings with his / her company.

Upon a decision being taken in the matter, the employee concerned shall be
required to take necessary action, as advised, to resolve / avoid the conflict.

If an employee fails to make the required disclosure and the management of its
own accord becomes aware of an instance of conflict of interest that ought to have

35
been disclosed by the employee, the management shall take a serious view of the
matter and consider suitable disciplinary action against the employee.

Clause 21

Securities transactions and confidential information

An employee of a Tata company and his / her immediate family shall not derive
any benefit or counsel, or assist others to derive any benefit, from access to and
possession of information about the company or Group or its clients or suppliers
that is not in the public domain and, thus, constitutes unpublished, price-sensitive
insider information.

An employee of a Tata company shall not use or proliferate information that is not
available to the investing public, and which therefore constitutes insider
information, for making or giving advice on investment decisions about the
securities of the respective Tata company, Group, client or supplier on which such
insider information has been obtained.

Such insider information might include (without limitation) the following:

 Acquisition and divestiture of businesses or business units.

 Financial information such as profits, earnings and dividends.

 Announcement of new product introductions or developments.

 Asset revaluations.

 Investment decisions / plans.

 Restructuring plans.

 Major supply and delivery agreements.

 Raising of finances.

An employee of a Tata company shall also respect and observe the confidentiality
of information pertaining to other companies, their patents, intellectual property
rights, trademarks and inventions; and strictly observe a practice of non-disclosure.

36
 Clause 22

Protecting company assets

The assets of a Tata company shall not be misused; they shall be employed
primarily and judiciously for the purpose of conducting the business for which they
are duly authorised. These include tangible assets such as equipment and
machinery, systems, facilities, materials and resources, as well as intangible assets
such as information technology and systems, proprietary information, intellectual
property, and relationships with customers and suppliers.

Clause 23

Citizenship
The involvement of a Tata employee in civic or public affairs shall be with express
approval from the chief executive of his / her company, subject to this involvement
having no adverse impact on the business affairs of the company or the Tata group.

Clause 24

Integrity of data furnished

Every employee of a Tata company shall ensure, at all times, the integrity of data
or information furnished by him / her to the company. He / she shall be entirely
responsible in ensuring that the confidentiality of all data is retained and in no
circumstance transferred to any outside person / party in the course of normal
operations without express guidelines from or, the approval of the management.

Clause 25

Reporting concerns
Every employee of a Tata company shall promptly report to the management, and /
or third-party ethics helpline, when she / he becomes aware of any actual or
possible violation of the Code or an event of misconduct, act of misdemeanour or
act not in the company’s interest. Such reporting shall be made available to
suppliers and partners, too.

Any Tata employee can choose to make a protected disclosure under the
whistleblower policy of the company, providing for reporting to the chairperson of
the audit committee or the board of directors or specified authority. Such a

37
protected disclosure shall be forwarded, when there is reasonable evidence to
conclude that a violation is possible or has taken place, with a covering letter,
which shall bear the identity of the whistleblower.

The company shall ensure protection to the whistleblower and any attempts to
intimidate him / her would be treated as a violation of the Code.

Sustainability: Approach & Reports

Approach:

True to the tradition of the Tata Group, Tata Motors is committed in letter and
spirit to Corporate Social Responsibility. It is a signatory to the United Nations
Global Compact, and is engaged in community and social initiatives on labour and
environment standards in compliance with the principles of the Global Compact. In
accordance with this, it plays an active role in community development, serving
rural communities adjacent to its manufacturing locations.

Tata Motors believes in technology for tomorrow. Our products stand testimony to
this. Our annual expenditure on R&D is approximately 2% of our turnover. We
have also set up two in-house Engineering Research Centres that house India's only
Certified Crash Test Facility. We ensure that our products are environmentally
sound in a variety of ways. These include reducing hazardous materials in vehicle
components, developing extended life lubricants, fluids and using ozone-friendly
refrigerants. Tata Motors has been making conscious effort in the implementation
of several environmentally sensitive technologies in manufacturing processes. The
Company uses some of the world's most advanced equipment for emission check
and control.

Tata Motors concern is manifested by a dual approach:

1. Reduction of environmental pollution and regular pollution control drives

2. Restoration of ecological balance.

Reducing Pollution:
38
Tata Motors has been at the forefront of the Indian automobile industry's anti-
pollution efforts by introducing cleaner engines. It is the first Indian Company to
introduce vehicles with Euro norms well ahead of the mandated dates. Tata Motors'
joint venture with Cummins Engine Company, USA, in 1992, was a pioneering
effort to introduce emission control technology for India. Over the years, Tata
Motors has also made investments in setting up of an advanced emission-testing
laboratory.

With the intention of protecting the environment, Tata Motors has upgraded the
performance of its entire range of four and six cylinder engines to meet
international emission standards. This has been accomplished with the help of
world-renowned engine consultants like Ricardo and AVL. These engines are used
in Tata Motors vehicles in the Indian market, as well as in over 70 export markets.

Tata Motors is constantly working towards developing alternative fuel engine

technologies. It has manufactured CNG version of buses and followed it up with a
CNG version of its passenger car, the Indica.

Restoring Ecological Balance

Tata Motors has set up effluent treatment facilities in its plants, to avoid release of
polluted water into the ecosystem. In Pune, the treated water is conserved in lakes
attracting various species of birds from around the world thus turning the space
into a green belt.

Tree plantation programmes involving villagers and Tata Motors employees, have
turned acres of barren village green. Tata Motors has planted as many as 80,000
trees in the works and the township and more than 2.4 million trees have been
planted in Jamshedpur region. Over half a million trees have been planted in the
Pune region. Tata Motors has directed all its suppliers to package their products in
alternate material instead of wood.

Resource Sustainability :

39
ELV Treatment & Recycling

India is a recycling society with many people making value out of the recovery of
waste materials discarded from products at the end of their useful life. However,
Europe and some other export markets have recognised that they have become a
'throwaway' society in recent decades, and are now introducing waste prevention
regimes in different industry sectors to collect and recycle valuable resource rather
than it ending up in landfill.

For the Automotive sector, regulators point responsibility for this issue to vehicle
producers and operators in the scrap car recovery industry. In Europe the scrap car
issue is driven by the End-of-Life Vehicle (ELV) Directive which sets dismantler
standards to safely drain and recycle fluids as part of vehicle disposal; and sets
targets to recover metal and non-metallic material.

Tata Motors has taken these responsibilities seriously and already meets EU
product design requirements such as: compliance to ELV heavy metals and other
hazardous substance restrictions; and material code marking of plastic and rubber
parts to aid economic recycling towards targets.

A major issue for India is the lack of a specialised scrap car collection, treatment,
dismantling and recovery infrastructure. Europe has had a century to develop their
scrap car industry network but in the year 2000 still required the ELV Directive to
make operator standards provide environmentally sound treatment, recycling and
disposal of cars. Tata Motors is participating in Government consultations to
ensure the Indian scrap car infrastructure is developed to meet sensible
environmental standards from the outset.

SWOT ANALYSIS:

40
 STRENTH WEAKNESS

 Brand Name & Indian Origin  Issues with Service

 Good performance in the commercial  Limited products in the personal
segment Segment.
 Completely Indian Origin

OPPORTUNITY THREATS

 Fast Growing Personal Segment in  Competitors.

the Lucknow Market specially the A2

Segment.
 New Launches made by TATA

41
Competitors Products in the Lucknow Market in A2
Segment:

Major Competitors in the Lucknow market for the A2 segment are:

Hyundai:

42
I 20 Elite:

EXTERIORS:
wept-back, elongated headlamps and long flowing character lines are
signature elements of the "Fluidic sculpture 2.0" design theme.

Interiors:

The new i20 sets new premium standards in interior design, proving
once again why leadership in compact car design has been foundation of
Hyundai's reputation.

PERFORMANCE:

43
The new Elite i20 engines and transmissions boast major engineering
improvements and incorporate exotic new technologies for minimal fuel
consumption and more power.
Safety:

Hyundai engineers were uncompromising in designing the 2014 Elite

i20 active and passive safety systems.

44
CONVENIENCE:

A private oasis of comfort and relaxation, the new i20 offers every
amenity and convenience you'd expect.

Ford Figo:

Kinetic Design
The large hexagonal lower grille, sloping roofline, big day-light opening
and sculpted side panels give the Figo its signature look. Adding to this,
the planted, sure footed stance and wide, muscular look inspire
confidence and imply safety.
45
Best-in-Class Ride and Handling

The Ford Figo has well-engineerd steering for better sense of control and
the ride is comfortable without compromising on body roll and handling
along with the steering.
-Light and precise steering for better control
-Optimized suspension for comfortable ride
-Swift movements and controls that provides better driving experience.

Smart Programmable Remote Key

this allows you to program your key to unlock all four doors or just the
driver's door. You can also open the boot through a button on the key.

46
Intelligent Central Locking

Drive Away Locking ensures that all doors are secured on movement.
Auto relocking and crash unlocking ensure security and safety.
Responsive Engine:

Figo's 1.2L Duratec Petrol Engine is finely tuned for in-city driving. Its
higher low-end torque makes the vehicle very responsive, ensuring great
drivability and performance.
Figo's 1.4L Duratorq Diesel Engine with a formidable reputation of
durable performance at low speeds, even as it offers high end
performance.
47
Volkswagen Polo:

Performance:

TDI

The TDI badge identifies all the Group's diesel-powered models

featuring diesel direct injection and a turbocharger. Characteristic
features of the TDI engines are fuel economy, low emissions, high
pulling power (torque) and outstanding power efficiency. Functionality:
A turbocharger supplies the engine with fresh air, thereby providing
optimum cylinder charging. After compression, the diesel is injected
directly into the cylinders at very high pressure by way of a nozzle.
Effective engine encapsulation keeps noise to a minimum, while
hydraulic engine mounts ensure smooth, low-vibration running.

48
Tiptronic

Automatic transmissions with Tiptronic, have all the advantages and

technical features of the automatic transmission. Tiptronic allows the
driver to override the automatic mode by moving the lever into a second
(Tiptronic) shift gate. Here, the gears are arranged one after the other as
in a motorcycle or racing car sequential gearbox. In other words,
changing up is achieved by pushing the gear lever forwards, and
changing down by pulling the gear lever backwards. Tiptronic provides
the convenience of an automatic and the driving enjoyment and
sportiness of a manual gearbox. Safety, e.g. when overtaking,is provided
by the automatic change-up feature when the engine speed limit is
reached. The sporty driver benefits from changing down and using the
engine for braking before a bend or when climbing hills.

DSG:

The DSG transmission is a system composed of two common

transmissions, with two clutches for two input shafts. When driving in a
particular gear, the electronics automatically pre-select the next
upper/lower gears depending on the engine load. Therefore, shifting
between gears happens instantly, and in absence of loss of engine power

49
during gear change, gives it a seamless character. This reduces noise
levels and provides for smooth gearshifts.

Auto Hold:

The Auto Hold function in Volkswagen's new Passat is an extension of

the electronic parking brake. The Auto Hold function prevents the
vehicle from rolling away accidentally when standing still or when
setting off. In this way Auto Hold offers the ultimate in convenience and
comfort when driving or setting off, along with enhanced safety. The
system is operated via the ABS/ESP hydraulic unit. When the vehicle
brakes to a standstill, Auto Hold retains the last-applied braking
pressure. The driver can take his/her foot from the brake pedal and all
four wheel brakes will remain on. If the ABS wheel speed sensors detect
any rolling, the braking force is automatically increased until the vehicle
comes to a standstill again. This may be the case if, for example, the
driver brakes gently to a stop on an incline. As soon as the driver presses
the accelerator again and, in the case of manual gearboxes, releases the
clutch, Auto Hold reduces the braking pressure once more. For safety
reasons, the function always has to be reactivated by means of a button
to the left of the gear lever when the engine has been switched off.

50
TSI:

Our TSI technology, a combination of maximum power coupled with

minimum consumption, is nothing short of revolutionary. A pioneering
technology, it employs a compact, high powered engine resulting in less
consumption of fuel.
Its unique Direct Petrol Injection combined with a turbocharger
enhances the engine's combustion efficiency to deliver a power output,
much higher than that of conventional engines. Designed to deliver
maximum torque even from low engine speeds, TSI technology offers
the twin benefit of not only increasing your driving pleasure, but also
reducing fuel consumption significantly.
Awarded the International Engine of the Year as well as the Best Green
Engine awards, TSI technology is ever-evolving, with even further
improvements in the pipeline.

Comfort:

12 Way Seat With Memory

The 12-way adjustable seat ensures fatigue-free travel comfort - even on
long journeys. This feeling of well-being is achieved by finding an ideal

51
sitting position suited to each individual occupant. To this end, the seats
feature multi-way adjustment, allowing them to be adapted to any
stature. The lumbar support integrated into the backrest relieves the
strain on the spinal column and prevents discomfort arising as a result of
poor posture, cramps or existing back problems. The seat's exemplary
ergonomic qualities have been awarded the seal of quality by the
German Healthy Back Campaign. The electrical operation permits
convenient, smooth adjustment of seat height, seat cushion length, seat
inclination, backrest angle and the lumbar support.

3 Memory Option

The seats in The Passat are equipped with electrical adjustment for the
fore/aft position, seat height, lumbar support, seat and backrest angle, as
well as the door mirrors. In the Volkswagen Phaeton and Touareg, the
head restraint height, belt height and steering wheel position are also
electrically adjustable. If the vehicle is unlocked via the remote control,
the memory function on the key for seat, mirror and steering wheel
settings is immediately activated. All individual settings can be
memorised for three people and operated at the press of a button.

52
Electric Sunroof:

The photovoltaic elements incorporated in the sunroof under glass

produce an electrical current even at the lowest levels of solar radiation,
and thus provide power for the fan in the vehicle. In spite of the ignition
being switched off, this continuously supplies fresh air to the interior,
and the temperature level in the vehicle can be reduced by up to 50
percent as a result of the air - which is cleaned by dust and pollen filters
- flowing in from the outside. This type of ventilation does not place a
load on the vehicle battery. This preliminary cooling enables the air-
conditioning system to reduce the internal temperature to the required
level more quickly, with low energy consumption and little use of the
fan.

Multifunction Display:

The multi-function display located directly in the driver’s view is a

compact information unit which ensures convenience and safety. The
driver can take in important vehicle information at a glance and
therefore devote his full attention to the road.

53
Steering Mounted Audio Control:

The driver can use the multifunction steering wheel to operate the audio
system and the navigation system (if fitted) without having to take a
hand off the wheel. The benefits of this are obvious: as the driver does
not need to take a hand off the wheel to operate the systems, he is not
unnecessarily distracted and can concentrate fully on the road. This is
not only convenient, it also boosts safety.
Coming Home Leaving Home Lights

The surround lighting with "coming home" and "leaving home" function
is an extremely handy feature. When leaving the vehicle, the low-beam
headlights, the courtesy lights in the door mirror housings, the tail lights
and number-plate illumination are switched off after a certain delay
(coming home) and switched on when the driver unlocks the doors with
the radio remote control (leaving home). The car's outside lights can thus
be used to light the way to the front door or the vehicle in the dark. On
the Volkswagen Phaeton, the time delay before the lights are switched
off can be adjusted via the multifunction display - for example, to
54
coincide with the amount of time it takes to walk between the vehicle
and the house. The "coming home" function is fitted in other
Volkswagen models too.
Cimatronis Air-conditioning:

The Climatronic air conditioning with 2-zone temperature control allows

separate temperatures to be set for the driver and front passenger side.
The maximum possible temperature difference is dictated by the size of
the interior and the arrangement of the air vents. For example, a
temperature difference of 2°C can be achieved.

Safety:

Front & Rear Parking Sensors

Park distance control is a parking aid to warn of the distance from
obstacles at the front and rear. A repeated warning signal tells the driver
how far the vehicle is from the obstacle. As the gap decreases, the
frequency of the acoustic signal increases. Itbegins signalling whenthe
vehicle is 1.60 metres from the obstacle. When only 20 centimetres of
55
manoeuvring room remains, the warning sound becomes continuous.
The system operates through up to 12 ultrasonic sensors mounted in the
front and rear bumpers. The sensors emit and receive pulses in the
40,000 Hz range. When a pulse contacts an obstacle, it is reflected. The
sensor records the echo. The electronic evaluation system calculates the
distance between the obstacle and the vehicle from the time lag between
the pulse and the echo. The parking distance control at the front can be
switched off to adjust to particular traffic situations, such as in stop and
go traffic. The rear ParkPilot unit is automatically switched on when the
reverse gear is engaged.

Airbags
Airbags combine with the seat belts to reduce the risk of severe head and
chest injuries in collisions with a certain severity. If the crash sensors
register an impact that exceeds the value needed to trigger the airbags,
the airbag control ignites the gas generator. This inflates the airbags,
which are located in the steering wheel and the dashboard in front of the
front-seat passenger within 30 to 40 milliseconds. When inflated, these
airbags cushion the head and upper body and distribute the resulting
loads over as large an area as possible. Just 120 milliseconds later, the
gas escapes and the airbag collapses. Reducing the amount of head and
neck movement helps to reduce the risk of injury. A moreadvanced
version of the conventional system featuring two-stage deployment of
the front airbags can be found, for example, ontheVolkswagenPhaeton.
The carefully defined inflation of the airbags in two stages, depending
56
on the severity of the impact, is designed to reduce the load placed on
the driver and front passenger in the event of an accident. However,
optimum protection can only be achieved if the occupants are properly
wearing their seat belts, as the airbags and the seat belt tensioners
together form a finely tuned safety system. In addition to the front
airbags, side airbags and a head airbag system are also available.

ABS/ESP
The anti-lock braking system prevents the wheels from locking up
during an emergency stop or when braking on a slippery surface,
ensuring that drivers are still able to steer the vehicle. When the wheels
lock up, they are no longer able to transmit cornering forces, meaning
that the driver loses control of the vehicle. To prevent this from
happening, the ABS control unit uses wheel speed sensors to monitor the
rotational speed of all of the vehicle's wheels. If there is a risk of a wheel
locking up, a solenoid valve in the anti-lock braking system's central
control unit reduces the brake pressure applied at the wheel in question
until it starts to rotate freely again. The pressure is subsequently
increased to the lock-up threshold again. The vehicle remains stable and
controllable. On the latest anti-lock braking systems,as fitted on all
Volkswagen models, this process is repeated several times a second. The
driver knows when the anti-lock braking system isat work becausethe

57
brake pedal pulsates slightly. Within the anti-lock braking system's
scope of operation, the vehicle can be steered without difficulty, even
when braking at full power, allowing the driver to take evasive action to
avoid colliding with any obstacles in the road ahead. The "off-road"
ABS function featured in the Touareg is a special algorithm
programmed into the ABS control unit which is activated automatically
only when driving in extreme off-road terrain (vehicle must be travelling
at less than 5 km/h with the centre differential locked, for instance).
With "off-road" ABS, the wheels can lock up briefly before the system
reduces the brake pressure. This allows time for a small wedge of
material from the ground (such as gravel or sand) to build up in front of
the wheels, which then increases the braking effect. The Touareg
remains steerable at all times while stopping distance is significantly
shorter.

Anti Theft Warning With Interior Survelliance

In order to protect against theft, more and more vehicles are being
equipped with systems that are primed and deactivated again by means
of a coded radio remote control and sound an audible alarm when
unauthorised entry is detected by contactson the doors, engine
compartment and luggage compartment or by ultrasonic motionsensors

58
or current consumers in the vehicle's interior. The ultrasonic system also
detects attempted vehicle entry through a broken window.

Maruti Suzuki Swift:

Comfort:

The New Swift's interiors have taken premiumness to a whole new level.
With a thoughtful design that makes every exciting drive comfortable
too.
• Trendy Premium Interiors
• 60:40 Split Seat
• Push Start Button
• Multi-information LCD Display

59
• Audio System with Bluetooth Console
• Steering Mounted Illuminated Audio Controls
• Multiple Storage Space
• Additional Reading Light/Map Lamp
• Tilt Steering
• Super comfortable Deep-Bucket Front Seats
• Driver Seat Height Adjuster
• Automatic Climate Control
Safety:

It's thrilling. It's exciting. And it's responsible.

The New Swift is loaded with safety features that makes your every ride
worry-free.
• Superior Dual SRS Airbags

60
• New-gen ABS with Motor Speed Regulation System
• Reverse Parking Sensor
• Boost Assist System (BAS) Braking
Features:

LXi LXi(O)/LDiVXi/VDi ZXi/ZDi

Reverse parking
No No No Yes
sensor

Rear door child locks Yes Yes Yes Yes

Front head restraint Yes Yes Yes Yes

Rear seat head

Yes Yes Yes Yes
restraint

Dual horn Yes Yes Yes Yes

Driver and passenger

No No No Yes
airbags
New gen. ABS with Only in
No No Yes
EBD Vdi
Only in
Brake assist No No Yes
Vdi
Front seat belts-3 point
Yes Yes Yes Yes
ELR

61
Rear seat belts-sides 3
point ELR, middle lap Yes Yes Yes Yes
belt

Security alarm system No Yes Yes Yes

High mounted stop

Yes Yes Yes Yes
lamp

Side door impact

Yes Yes Yes Yes
beams

iCATS Yes Yes Yes Yes

TATA’s Offerings in the A2 Segment:

TATA BOLT:

62
 Features of Bolt:

 First time ever* MULTI-DRIVE : SPORT | ECO | CITY

 Revotron 1.2 turbocharged MPFi petrol engine
 Generation next safety with 9th gen ABS by BOSCH™, corner stability
control and dual airbags
 Segment superior space and comfort
 Connectnext touchscreen infotainment by Harman™

Peroformance:

Power makes a revolutionary statement with India's first 1.2L turbocharged MPFi
petrol engine which delivers peak torque of 140 Nm @1500 - 4000 RPM and max
power of 90 PS @ 5000 RPM.

The modern water-cooled turbo-charger, with its low inertia wheel, provides a
faster response for a flat, seamless segment-highest torque density, which is kicked
in at very low RPM and delivered over a wide range of revolutions, feeding the
vehicle with raw power continuously. This translates into a better drive experience
and enhanced maneuverability on city roads as well as highways.

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The most striking aspect of Revotron 1.2T is the turbocharging. To help achieve
best-in-class** power and torque, TML tied up with Honeywell Technologies # for
consultation and development of the turbocharger being used in the engine.
Adrenalin rush is guaranteed with the turbo charged performance of Revotron 1.2T

Diesel:

Feel the adrenaline rush with one of India’s most popular diesel engine which
delivers a raw power of 75 PS for an exceptional performance and refined driving
experience.

SAFETY:

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GENERATION NEXT SAFETY - 9THGEN ABS BY BOSCH™ WITH EBD
AND CSC

The advanced ABS (Anti-Lock Braking System) with EBD (Electronic brake-force
distribution) and CSC (Corner stability Control) ensures your safety in case of
emergency braking by sensing the wheel speed, and prevents wheel lock-up while
braking, thus maintaining directional control. CSC further improves safety while
negotiating tight corners

Dual Airbags:

Travel safe with the advanced dual airbags that cushion the impact to protect the
driver and front passenger in an unexpected event of a frontal collision.

Speed Sensing Auto Lock:

65
You can drive around with confidence, knowing that everyone in the Bolt is safe,
as the active speed-sensing auto door locks instantly lock all doors when the car is
in motion.

Smart rear Wiper:

Now, you do not need to worry about reversing the car during the rains. Simply
turn on the wipers, shift to reverse gear and the smart rear wiper ensures utmost
clarity of the rear wind-shield.

COMFORT:

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CLASS LEADING* CABIN SPACE:

You haven't experienced comfort until you have experienced the expansive cabin
room offered by the Bolt. With class leading* cabin space, drives feel even more
comfortable and spacious.

Infotainment:

FIRST-IN-CLASS* FULLY AUTOMATIC AC WITH CONTROLS ON THE

TOUCHSCREEN

Go miles stress free and let the Bolt take care of your comfort. With first-in-class*
touch controlled FATC, your car temperature is regulated automatically for utmost
comfort. The specially designed AC vents allow for faster, efficient cooling
throughout the cabin, making sure that the summer heat never gets to you

BODY HUGGING RUGBY SHOULDER SEATS

You will never feel like stepping out of the Bolt courtesy the body hugging rugby
shoulder seats. The wide seats ensure you get better back support, so you stay
comfortable and completely stress free as you zoom down the street.

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 CHAPTER- 3
RESEARCH METHODOLOGY

68
 RESEARCH METHODOLOGY

A methodology is usually a guideline system for solving a problem, with specific

components such as phases, tasks, methods, techniques and tools.

The Research Methodology Adopted is both Primary and Secondary Data .

Primary data is collected by:

 Information collected by distribution of Questionnaire

Secondary Data is collected by the websites of the organisation.

The sample size taken for my survey is of 100 respondents.

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 CHAPTER – 4
FINDINGS, CONCLUSIONS
AND RECOMMENDATIONS

70
 FINDINGS

 Majorityof the customers are using Maruti Vehicles. Out of the sample
taken for the survey, 44% of the respondents are using Maruti Vehicles
customers were not satisfied with the after sales service of Tata Motors.

 Most of the customers are looking forward to buy a hatchback car and the
reason given by the customers s the increasing traffic in the local area and
also hatchbacks are easy to drive and park. Customers also said thet they
feel a good driving pleasure in a hatchback car.

 Majority of customers are looking forward for the features of safety and
comfort rather than design.

 People did not have a very good experience at the dealerships as the
employees there were not sound with the product knowledge.

 Majority of the customers had issues with the service of TATA Motors.
Customers said that they are not satisfied by the service that TATA Motors
offer.

 Tata Motors needs to keep a proper check on the service on the dealerships.

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 RECOMMENDATIONS

 TATA Motors should focus more on their service part which is a major
factor based on which people buy any product and Tata Motors should focus
more on practices which enhances the Customer Relationship with TATA
Motors .

 Tata Motors needs to focus on the after sales service of their products.

 TATA Motors should try to focus more on the aspect of the service of the
vehicles of the customers.

 Tata Motors needs to focus more on the offers that they are giving to
customers.

72
 CONCLUSION

India has seen a wide growth in the automobile industry in the past 10-15 years.
Various foreign players have also entered the domestic market.

Talking about the Lucknow market TATA Motor s has various competitors which
includes Maruti Suzuki, ford Hyundai etc. TATA has a new launch in the A2
Segment as BOLT which has the capacity to make it’s place in the market when
there are so big players in the market. What needs to be done is to focus more on
it’s advertising and also how to make customers aware about it’s new product and
it’s features.

73
 CHAPTER 6
DATA ANALYSIS
& INTERPRETATION

74
 Data Analysis

Ques 1: Are you using a four wheeler?

Yes: No:
If yes, of which brand?? _____________________

1% Four Wheeler User

4% 1% 1%
3% Maruti
6% Mahindra
Hyundai
6% 44% Tata
Honda
16% Ford
Toyota
18% GM
Renault

Ques 2: What type of car you are looking forward to ??

a: Hatchback b: Sedan c: UV

User %

20% Hatchback
42%
Sedan
38% UV

75
Ques 3:What are the features you look forward when you go to buy a
car ?
A: Power b: Safety c: Design d: Comfort

People Wants

25% 22% Power

Safety
Design
18%
35% Comfort

Ques 4:How will you rate the Sales Interaction with the employees at
the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very bad

Very Good Good Neutral Bad Very bad

10%

30%

20%

10%

30%

76
Ques 5: Are you aware of all the products that Tata Motors Offers to
the customers and the new launches offered by TATA ?
Yes: No:

Aware User %

Yes
41%
No
59%

Ques 6: With what other brands have you compared TATA’S BOLT ?

Sales

Toyota
20%

Ford
Maruti
10%
50%

Wolkswagen Hyundai
10% 10%

77
Ques 7: What is your opinion about the TATA’S BOLT ?

 People generally have a neutral impression about Tata’s bolt.

 People were doubtful about the product as it was a new launch and
it was not much spread in the market.

Ques 8: Why do you prefer the products of other manufacturers over

Tata like Maruti, Hyundai?
People generally prefer vehicles of other brands because of:
 Design
 Performance
 Features
 Resale

Ques 9: What difference do you find the new and old products of tata ?
Customers said that they did not found much of difference between
the old and new products of Tata.

Ques 10: What are the areas where Tata motors can improve?
Tata Motors needs to improve in the following areas:

 Design
 Safety features

78
ANNEXURE
(QUESTIONNAIRE)

79
 QUESTIONNAIRE

Name:
Age:
Gender:
Occupation:
Annual Income:

Ques 1: Are you using a four wheeler?

Yes: No:
If yes, of which brand?? _____________________

Ques 2: What type of car you are looking forward to ??

a: Hatchback b: Sedan c: UV

Ques 3: What are the features you look forward when you go to buy a
car?
A: Power b: Safety c: Design d: Comfort

80
Ques 4: How will you rate the Sales Interaction with the employees at
the dealership of Tata Motors?
A: Very Good B: Good c: neutral d: bad e: Very bad

Ques 5: Are you aware of all the products that Tata Motors Offers to the
customers and the new launches offered by TATA ?
Yes: No:

Ques 6: With what other brands have you compared TATA’S BOLT ?

 Maruti
 Hyundai
 Wolkswagen
 Ford

Ques 7: What is your opinion about the TATA’S BOLT regarding :

 Mileage___________________________________________
 Performance_______________________________________
 Features__________________________________________
 Handling_________________________________________

81
Ques 8:Why do you prefer the products of other manufacturers over
Tata like Maruti, Hyundai ??
_______________________________________________________
_______________________________________________________

Ques 9: What difference do you find the new and old products of
tatain terms of :

 Performance_______________________________________
 Features__________________________________________
 Handling_________________________________________

Ques 10: What are the areas where tata motors can improve ?
________________________________________________________
________________________________________________________
________________________________________________________
________________________________________________________

82
 BIBLIOGRAPHY

 https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=we
b&cd=1&cad=rja&uact=8&sqi=2&ved=0CCoQFjAA&url=http%
3A%2F%2Fwww.tatamotors.com%2F&ei=aWySVYGNEseeugT
N9bWwAg&usg=AFQjCNHaixIymchmsPubbeqAouxgPsEyXA&
bvm=bv.96783405,d.c2E

 http://www.cardekho.com/carmodels

 https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=we
b&cd=21&cad=rja&uact=8&sqi=2&ved=0CIABEBYwFA&url=ht
tp%3A%2F%2Fwww.carwale.com%2Ftata-
cars%2F&ei=aWySVYGNEseeugTN9bWwAg&usg=AFQjCNGE
jfTqIoHmYn_ssghFLmYPYgxIUw&bvm=bv.96783405,d.c2E
 https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=we
b&cd=14&cad=rja&uact=8&sqi=2&ved=0CGYQFjAN&url=http
%3A%2F%2Fauto.ndtv.com%2Ftata-cars%2Fbolt-
hatchback&ei=8GySVYSHIomIuASog4SYDg&usg=AFQjCNFEx
Xkp8DElmd8XHex-ZmRB_s09lg&bvm=bv.96783405,d.c2E

 Booklets and brochures provided by TATA Motors.

83