TRAINING REPORT

ON
"STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT”

Submitted to
MAHARSHI DAYANAND UNIVERSITY, ROHTAK

In partial fulfillment of the requirements

for the award of the degree of

BACHELOUR OF BUSINESS ADMINSTRATION

(INDUSTRY INTEGRATED)
(IV SEMESTER)

Submitted by

Name : Ankit Dua

Regn. No : 1073900342
Roll No. 1090110342

OJAS INSTITUTE OF MANAGEMENT

ELC CODE: 330923011
B-1, Sector 16, Rohini, Delhi-110085
 CERTIFICATE

This is to certify that Ankit Dua, a student of the Maharshi Dayanand University,
Rohtak, has prepared his training report entitled “STUDY ON CUSTOMER RELATIONSHIP
MANAGEMENT” in MARUTI SUZUKI under my guidance. He has fulfilled all
requirements leading to award of the degree of BBA (Industry Integrated). This report is
the record of bonafide training undertaken by him and no part of it has been submitted to
any other University or Educational institution for award of any other
degree/diploma/fellowship or similar titles or prizes.

I wish him all success in life.

Miss. Bushra
Coordinator
 STUDENT DECLARATION

I hereby declare that the training Report conducted at

Under the guidance of
Miss. Bushra

Submitted in partial Fulfillment of the requirements for the

Degree of
BACHELOR OF BUSINESS ADMINSTRASTIVE
(Industry Integrated)

TO

MAHARSHI DAYANAND UNIVERSITY, ROHTAK

is my original work and the same has not been submitted
for the award of any other degree/diploma/fellowship
Or other similar titles or prizes.

Ankit Dua
Place: Regn. No. :

CERTIFICATE

This is to certify that Mr. Ankit Dua who is pursuing BBA (industry Integrated) course
of Maharshi Dayanand University, Rohtak, at Ojas Institute of Management has
undergone management training at our organization from
His performance during the training period was found to be good.

We wish him success for his future endeavours.

Customer Care Manager

CONTENTS:
CHAPTER 1: INTRODUCTION
1.1 General Introduction about the sector
1.2 Industry Profile.
a. Origin and development of the industry.
b. Growth and present status of the industry
c. Future of the Industry.
CHAPTER:2 PROFILE OF THE ORGANIZATION
2.1 Origin of the Organization.
2.2 Growth, development & Present status of the Organization.
2.3 Organization Structure and Organization Chart.
2.4 Product and Service profile of the Organization.
2.5 Market profile of the Organization.

CHAPTER: 3 DISCUSSIONS ON TRAINING

3.1 Student’s work profile (Role and Responsibilities)
3.2 Key learning from training.

CHAPTER 4: STUDY OF SELECTED RESEARCH PROBLEM

4.1 Statement of research problem
4.2 Statement of research objectives.
4.3 Research design and methodology.

CHAPTER 5: ANALYSIS
5.1 Data Analysis.
5.2 Summary of findings.

CHAPTER 6: SUMMARY AND CONCLUSIONS

6.1 Summary of learning Experience.
6.2 Recommendations.

APPENDICES
Annexure are like copy of questionnaires, interview schedule.

BIBLOGRAPHY
 CHAPTER 1

INTRODUCTION
1.1 General introduction about the sector.

Over a period of more than two decades the Indian Automobile industry has been driving
its own growth through phases. The entry of Suzuki Corporation in Indian passenger car
manufacturing is often pointed as the first sign of India turning to a market economy.
Since then the automobile sector witnessed rapid growth year after year. By late-90's the
industry reached self reliance in engine and component manufacturing from the status of
large scale importer. With comparatively higher rate of economic growth rate index
against that of great global powers, India has become a hub of domestic and exports
business. The automobile sector has been contributing its share to the shining economic
performance of India in the recent years. With the Indian middle class earning
higher per capita income, more people are ready to own private vehicles including cars
and two-wheelers. Product movements and manned services have boosted in the sales of
medium and sized commercial vehicles for passenger and goods transport. Side by side
with fresh vehicle sales growth, the automotive components sector has witnessed big
growth. The domestic auto components consumption has crossed rupees 9000 crores and
an export of one half size of this figure

Overview Of Automobile Industry

The Indian automobile industry is going through a technological change where each firm
is engaged in changing its processes and technologies to sustain the competitive
advantage and provide customers with the optimized products and services. Starting from
the two wheelers, trucks, and tractors to the multi utility vehicles, commercial vehicles
and the luxury vehicles, the Indian automobile industry has achieved tremendous amount
of success in the recent years.As per Society of Indian Automobile Manufacturers
(SIAM) the market share of each segment of the industry is as follows:.

The market shares of the segments of the automobile industry

The automobile industry had a growth of 15.4 % during April-January 2007, with the
average annual growth of 10-15% over the last decade or so. With the incremental
investment of $35-40 billion, the growth is expected to double in the next 10 years.
Consistent growth and dedication have made the Indian automobile industry the second-
largest tractor and two-wheeler manufacturer in the world. It is also the fifth-largest
commercial vehicle manufacturer in the world. The Indian automobile market is among
the largest in Asia.The key players like Hindustan Motors, Maruti Udyog, Fiat India
Private Ltd, Tata Motors, Bajaj Motors, Hero Motors, Ashok Leyland, Mahindra &
Mahindra have been dominating the vehicle industry. A few of the foreign players like
Maruti Suzuki Kirloskar Motor Ltd., Skoda India Private Ltd., Honda Siel Cars India Ltd.
have also entered the market and have catered to the customers’ needs to a large extent.
Not only the Indian companies but also the international car manufacturing companies
are focusing on compact cars to be delivered in the Indian market at a much smaller
price. Moreover, the automobile companies are coming up with financial schemes such as
easy EMI repayment systems to boost sales. There have been exhibitions like Auto-expo
at Pragati Maidan, New Delhi to share the technological advancements. Besides, there are
many new projects coming up in the automobile industry leading to the growth of the
sector. The Government of India has liberalized the foreign exchange and equity
regulations and has also reduced the tariff on imports, contributing significantly to the
growth of the sector. Having firmly established its presence in the domestic markets, the
Indian automobile sector is now penetrating the international arena. Vehicle exports from
Top Ten Players in Indian Automobile Sector

India are at their highest levels. The leaders of the Indian automobile sector, such as Tata
Motors, Maruti and Mahindra and Mahindra are leading the exports to Europe, Middle
East and African and Asian markets. The Ministry of Heavy Industries has released the
Automotive Plan 2006-2016, with the motive of making India the most popular
manufacturing hub for automobiles and its components in Asia. The plan focuses on the
removal of all the bottlenecks that are inhibiting its growth in the domestic as well as
international arena.The domestic players as well as the foreign players dominate the
Indian automobile sector. The key players contributing to the growth of the sector are
discussed below.

 Maruti Suzuki India

 Hero Motors Limited
 Tata Group
 Bajaj Auto Limited
 Mahindra Group
 Ashok Leyland
 Yamaha Motor India
 Hyundai Motors India Limited
 Maruti Suzuki Kirloskar Motor Private Limited
 Honda Siel Cars India Limited

1.2) Industry profile

a.) Origin and development of the industry.

The automotive industry in India is one of the largest in the world and one of the fastest
growing globally. India's passenger car and commercial vehicle manufacturing industry is
the sixth largest in the world, with an annual production of more than 3.9 million units in
2011. According to recent reports, India overtook Brazil and became the sixth largest
passenger vehicle producer in the world (beating such old and new auto makers as
Belgium, United Kingdom, Italy, Canada, Mexico, Russia, Spain, France, Brazil),
growing 16 to 18 per cent to sell around three million units in the course of 2011-12. In
2009, India emerged as Asia's fourth largest exporter of passenger cars, behind Japan,
South Korea, and Thailand.[3] In 2010, India beat Thailand to become Asia's third largest
exporter of passenger cars. As of 2010, India is home to 40 million passenger vehicles.
More than 3.7 million automotive vehicles were produced in India in 2010 (an increase of
33.9%), making the country the second (after China) fastest growing automobile market
in the world. According to the Society of Indian Automobile Manufacturers, annual
vehicle sales are projected to increase to 5 million by 2015 and more than 9 million by
2020.[6] By 2050, the country is expected to top the world in car volumes with
approximately 611 million vehicles on the nation's roads.
The majority of India's car manufacturing industry is based around three clusters in the
south, west and north. The southern cluster consisting of Chennai and Bangalore is the
biggest with 35% of the revenue share. The western hub
near Mumbai and Pune contributes to 33% of the market and the northern cluster around
the National Capital Region contributes 32%. Chennai, is also referred to as the
"Detroit of India" with the India operations of
Ford, Hyundai, Renault, Mitsubishi, Nissan, BMW, Hindustan Motors, Daimler, Caparo,
and PSA Peugeot Citroën is about to begin their operations by 2014. Chennai accounts
for 60% of the country's automotive exports. Gurgaon and Manesar in Haryana form the
northern cluster where the country's largest car manufacturer, Maruti Suzuki, is
based. The Chakan corridor near Pune, Maharashtra is the western cluster with
companies like General Motors, Volkswagen, Skoda, Mahindra and Mahindra, Tata
Motors, Mercedes Benz, Land Rover, Fiat and Force Motors having assembly plants in
the area. Aurangabad with Audi, Skoda and Volkswagen also forms part of the western
cluster. Another emerging cluster is in the state of Gujarat with manufacturing facility
of General Motors in Halol and further planned for Tata Nano at Sanand. Ford, Maruti
Suzuki and Peugeot-Citroen plants are also set to come up in
Gujarat. Kolkatta with Hindustan Motors, Noida with Honda and
Bangalore with Toyota are some of the other automotive manufacturing regions around
the country
b) Future Plans of maruti
On May 11, 2011, Maruti announced its plans to design new car models at its Rohtak
Plant in India. The new car models will be crafted for the next four years for the Indian
and International Market. Maruti is experimenting with new car models in an effort to
stay ahead of its competition and will be responsible for 25 per cent of Suzuki, its parent
company’s, revenues. In the financial year 2010-2011 Maruti Suzuki reported a net sales
figure of 37,522 crore rupees. Maruti will invest in a new plant in Gujarat which will
produce 6 million units a year which is being done in an effort to make the company the
leader in the car market. The company is having a look at different plants as shown by the
Government of India. In another effort, Maruti will introduce four new cars in the Indian
market: The mass-market hatchback, a utility vehicle, a new and improved Swift, and a
unique SX4. The company plans to release the design of the YE3, the hatchback by June-
July 2011 while the car will actually be shown in the Auto Expo 2012. The company
plans to design the YE3 without any involvement of Suzuki which is a major feat since
most of its cars have been designed in collaboration with Suzuki in the past. The YE3
will be a four-door, four seat hatchback and will be available in a 600-800cc engine and a
five speed manual transmission. The company also plans to launch the Maruti R3 under a
different name. The Maruti R3 is a Multi-Utility Vehicle that will come in a Rs. 7 lakhs –
Rs. 9 lakhs ex-showroom price and is a six-seater compact van strapped with three rows
of seats and rear-hinged rear doors. The car will come in both 1.2 litre K-Series engines
and a 1.6 litre Variable Valve Timing engine, each of which have been present in the
popular models of Swift and SX4. The R3 will compare to an Innova. The company plans
to sell it in emerging markets. It will be showcased in the Auto Expo 2012. The company
plans to get a diesel engine for the car from Volkswagen. The third new model of Maruti,
the new Swift will be launched by July 2011 will a 1.3 litre multi-jet diesel engine and a
1.2 litre K-Series engine. The new Swift fall in the Rs. 3.5 - 5.5 lakhs bracket depending
on the model and approximately 17,000 units will be produced each year. Along with
coming up with new cars and new plants, Maruti is also expanding its transportation
capacity. The company has forged partnerships for this with the Adani group to set up a
mega car terminal at the Mundra port.
 CHAPTER – 2

PROFILE OF THE MARUTI

SUZUKI
2.1) ORIGIN OF MARUTI SUZUKI

(1)Maruti Udyog Limited (MUL) was established in Feb 1981 through an Act of
Parliament, to meet the growing demand of a personal mode of transport caused by the
lack of an efficient public transport system.
(2)Suzuki Motor Company was chosen from seven prospective partners worldwide. This
was due not only to their undisputed leadership in small cars but also to their
commitment to activelybring to MUL contemporary technology and Japanese
management practices (which had catapulted Japan over USA to the status of the top auto
manufacturing country in the world).
(3)A licence and a Joint Venture agreement was signed between Govt of India
and Suzuki Motor Company (now Suzuki Motor Corporation of Japan) in Oct 1982
The objectives of MUL then were:

 Modernization of the Indian Automobile Industry.

 Production of fuel-efficient vehicles to conserve scarce resources. Production of
large number of motor vehicles which was necessary for economic growth.
Maruti Suzuki India Limited

Type Public

Traded as BSE: 532500

NSE: MARUTI
BSE SENSEX Constituent

Industry Automotive

Predecessor(s) Maruti Udyog Limited

Founded 1981

Headquarters New Delhi, India[1]

Key people Shinzo Nakanishi

(CEO & MD)

Products Automobiles

Revenue 37,522 crore (US$6.79 billion)(2010-11)[2]

Net income 2,288 crore (US$414.13 million)(2010-11)[2]

Employees 6,903 (2011)[3]

Parent Suzuki Motor Corporation

Website www.marutisuzuki.com
2.2) Growth, development & present status of the organization

Our Vision

Our core values

1) Customer obsession.
2) Fast, Flexible and First mover.
3) Innovation and creativity.
4) Networking and partnership.
5) Openness and learning.

Technological Advantage

1) We have to introduced the superior 16 * 4 hypertech engines across the entire Maruti
Suzuki range. This new technology harnesses the power of a brainy 16-bit computer
to a fuel-efficient 4-value engine to create a optimum engine delivery. This means
 every Maruti Suzuki owner gets the ideal combination of power and performance
from his car.
2) Our other innovation has been the introduced of electronic power steering(EPS) in
select models. This result in better and greater maneuverability. In other words our
cars have become even more pleasurable to drive.

Production /R & D

Spread over a sprawling 297 acres with 3 fully-integrated production facilities, the Maruti
Udyog Plant has already rolled out over 4.3 million vehicles. In fact, on an average, two
vehicles roll out of the factory every minute. And it takes on an average, just 14 hours
to make a car. More importantly, with an incredible range of 11 models available in 50
variants, there's a Maruti Suzuki made here to fit every car-buyer's budget. And dream.

PRODUCTION MILESTONES

i) 1st vehicle produced, December 1983

ii) 1,00,000 vehicles produced by August, 1986

iii) 5,00,000 vehicles produced by June, 1990

iv) 1st vehicle produced, December 1983

v) 1 ,00,000 vehicles produced by August, 1986

vi) 5,00,000 vehicles produced by June, 1990

vii) 10,00,000 vehicles produced by March, 1994

viii) 15,00,000 vehicles produced by April, 1996

ix) 20,00,000 vehicles produced by October, 1997

x) 25,00,000 vehicles produced by March, 1999

xi) 30,00,000 vehicles produced by June, 2000

xii) 35,00,000 vehicles produced by December 2001

xiii) 40,00,000 vehicles produced by April, 2003

xiv) 45,00,000 vehicles produced by April, 2004

MILESTONES
2005

 The fiftieth lakh car rolls out in April, 2005

 Growth in overall sales by 15.8%

2004

 New (non A/C) variant of Alto

 Alto becomes India's new bestselling car

 LPG variant of 'Omni Cargo'

 Versa 5-seater, a new variant

 Baleno LXi, a new variant

 Maruti closed the financial year 2003-04 with an annual sale of 472122 units, the
highest ever since the company began operations 20 years ago

2003

 New Suzuki Grand Vitara XL-7

 Redesigned and all-new Zen

 New upgraded WagonR

  Enters into partnership with State Bank of India

 Production of 4 millionth vehicles. Listed on BSE and NSE after a public issue
oversubscribed 10 times

2002

 WagonR Pride

 Esteem Diesel. All other variants upgraded

 Maruti Insurance. Two new subsidiaries started: Maruti Insurance Distributor

Services and Maruti Insurance Brokers Limited

 Alto Spin LXi, with electronic power steering

 Special edition of Maruti 800, India’s first colour-coordinated car

 Maruti True value in Mumbai

 Maruti Finance in Mumbai with 10 finance companies

 Suzuki Motor Corporation (SMC) increases its stake in Marutito 54.2 percent
2001

 Zen LXi

 Maruti True Value launched in Bangalore and Delhi

  Maruti Versa, India’s first luxury MPV

 Alto Spin LXi, with electronic power steering

 Alto Vxi

 Customer information centers launched in Hyderabad, Bangalore and Chennai

 Launch of versa

2000

 First car company in India to launch a Call Center

 New Alto

 Altura, a luxury estate car

 IDTR (Institute of Driving Training and Research) launched jointly with the Delhi
government to promote safe driving habits.

1999

 Maruti 800 EX ( 796cc, hatchback car)

 Zen LX (993cc, hatchback car)

 Zen VXi (993cc, hatchback car with power steering)

  Omni XL ( 796cc, MUV, high roof)

 Baleno (1600cc, 3 Box Car)

 Wagon R

 Launch of Maruti - Suzuki innovative traffic beat in Delhi andChennai as social

initiatives

1998

 Maruti launches website as part of CRM initiatives

 Zen D (1527 cc diesel, hatchback car)

 Zen VX & Zen VX Automatic

 New (Omni & Omni E) (796cc, MUV)

 Launch of website as part of CRM initiatives

1997

 1998 Esteem (1299cc, 3 box car) LX, VX and AX

 New Maruti 800 (796cc,hatchback Car) Standard and Deluxe

 Produced the 2 millionth vehicle since the commencement of production

1996

 Gypsy (E) (970cc, 4WD 8 seater)

 Omni (E) (796cc, MUV, 8 seater)

 Gypsy King (1298cc, 4WD, off road vehicle)

 Zen Automatic (993cc, hatchback car)

 Esteem 1.3L (1298 cc, 3 box Car)AX

 Launch of 24-hour emergency on-road vehicle service

1995

 Esteem 1.3L (1298 cc, 3 box car)VX

 With the launch of second plant, installed capacity reached200,000 units

1994

 Esteem1.3L (1298cc, 3 box car)LX

 Produced the 1 millionth vehicle since the commencement of production

1993
  Zen(993cc, hatchback Car), which was later exported in Europe and elsewhere as
the Alto

1992

 SMC increases its stake in Maruti to 50 percent

1991

 Reaches cumulative indigenisation of 65 percent for allvehicles produced

1990

 Maruti 1000(970cc, 3 box), India’s first contemporary sedan

1988

 Installed capacity increased to 100,000 units

1987

 Exported first lot of 500 cars to Hungary

1986

 Maruti 800 ( New Model-796cc, hatchback Car)

 Produced 100,000 vehicles (cumulative production)

1985
  Launch of Maruti Gypsy (970cc, 4WD off-road vehicle)

1984

 Omni, a 796cc MUV

 Installed capacity reached 40,000 units

1983

 Maruti 800, a 796 cc hatchback, India’s first affordable car.

 Production was started under JVA

1982

 License and JV agreement signed between Maruti Udyog Ltd. and SMC of Japan

1981

 Maruti Udyog Ltd was incorporated under the provisions of the Indian Companies
Act,
1956
2.3) Organization Structure of Maruti

Organization Structure

Managing Director
Shinzo Nakanishi legal & secretary
SRA
Chairman of the Board
R. Bhargava Engineering
KA
Director
Osamu Suzuki sales & marketing
SO
Director
Davinder Brar Managing Executive Officer
IR

Managing Executive Officer

Director MP
Manvinder Banga
Adminstration
Director SS
Pallavi Shroff
Production
Director TO
Kenichi Ayukawa
Supply chain
Director SM
Amal Ganguli Excutive officer(KA)
2.3 product and services of the Maruti suzuki

THE COMPANY OFFERS A PORTFOLIO OF 14 BRANDS, RANGING FROM

THE PEOPLE”S CAR, MARUTI 800, TO THE LUXURY SEDAN, KIZASHI.

Maruti 800 Change your life

Maruti 800 has gone beyond just being a car; it has transformed the lives of millions of
people across the country by bringing the joy of motoring to them.
 ALTO Let’s Go

Alto is a great combination of economy, practicality and styling. Its refreshed model
offers smart changes in the interiors. Alto is the largest selling car
in India and globally.
The Alto K10 has an appealing design that is well-complemented with elegant and smart
accessories. The powerful 1litre K-series engine makes the Alto K10 an exhilarating
drive. Thoughtful engineering has made the Alto K10,
a truly eco-friendly car.

ESTILO Take a fresh view of life

With its aerodynamic contours and smooth curves, the Estilo is a perfect combination of
sturdiness and class. The all-new Estilo comes with the K-series engine, Detent Pin
Transmission Technology and cable system that offer smooth gear shifting and great
handling.

WAGONR For the smarter race

Based on a new platform, the all-new WagonR is the

tallest in its class and has a distinct sloping stance. The new WagonR is powered with the
K-series engine that delivers improved power and fuel efficiency. The new frame type
front suspension, three point control arm and gas filled McPherson struts lead to better
stability and riding comfort.
 A-STAR Stop @ nothing

Made in India to meet European standards, the A-star symbolises the beginning of a
revolution with its unique aerodynamic styling. Powered by the K-series petrol engine,
the A-star is ELV compliant and ensures maximum recyclability of all parts when they
complete their life span. The A-star is exported to many countries under the brand name
Suzuki Alto and Suzuki Celerio.
 RITZ Live the moment

The Ritz combines modern European design, the latest in engine technology and Suzuki's
global expertise in compact cars. It is an exceptional blend of modern design and
practicality with its aerodynamic share and best-in-class headroom and legroom. The
K12M petrol engine and 1.3 litre DDiS diesel engine powering the Ritz are supremely
refined and silent.

SWIFT You are the fuel

he new Swift comes with a new platform that makes it longer and wider. Lighter body-
weight along with improved engine dynamics, leads to best-in-class acceleration and a
high power to weight ratio. While the plush, eye-riveting interiors add exuberance, the
new Swift gets an enhanced external appeal with futuristic styling yet retains the
characteristic sporty, bold and youthful DNA of 'brand Swift'. The new Swift is powered
by the advanced K-series and DDiS engines.
*Launched in August 2011

DZIRE The heart car

With its desirable exteriors and luxurious interiors, the DZire is a car that has everything
one can desire. The car comes with excellent handling and luggage space and a spirited
engine. It has reassuring security features such as dual front airbags, Anti-lock Brakes
System (ABS) and Electronic Brake-force Distribution (EBD).
 SX4 Men are back

Revolutionary European design; world class "drive-by-wire" technology; most spacious

in its class; steering-mounted audio controls; maximum ground clearance in its class;
high on safety with dual airbags; Anti-lock Brake System (ABS) and Electronic Brake-
force Distribution (EBD) are the SX4's salient features. The recently added VVT
technology adds a feather to its crown. SX4 now also comes with a 1.3 litre diesel engine.

KIZASHI
Kizashi with its dynamic contours mirrors an athlete in motion and makes a bold and
powerful impression. The fine balance of elegance and sportiness makes it a design
marvel. A product of in-house engineering and designing by Suzuki, it is India's first
sports luxury sedan. Powered by a 2.4 litre engine, the car has upscale interiors and
excellent safety features provided by the eight standard airbags.

NEW GRAND VITARA 2.4-Reloaded

Distinctively styled, the third generation Grand Vitara takes three decades of Suzuki SUV
heritage to the next level. The Vitara model first hit the roads in Japan in 1988 as a 3-
door part-time four wheel drive . In its second avatar, the Vitara came armed with a
stylish design, superior engineering and a new name, the Grand Vitara.
 OMNI Ab kamyabi se hai sirf omni bhar ka fasla

Omni is truly India's original MPV. Today it is available in five variants, 5 seater, 8
seater, cargo, ambulance and liquefied petroleum gas (LPG). It meets diverse needs
across different user segments and can double up both as a people carrier and a goods
carrier. It is easy on the pocket, yet tough on the job

EECO Happiness family size

Be it a short trip, a picnic or a drive to the market, things are always best enjoyed when
done with the family. Eeco has a perfect mix of power, style, space, comfort and safety
that ensures you and your family have an enjoyable experience every time. The Eeco is
available as a 5-seater and a 7-seater and in the cargo version as well.

GYPSY KING There is a gypsy in everyone

With superb manoeuvrability, smooth handling and raw energy, packed into a sleek yet
rugged frame, the Gypsy King is the real adventure MUV whether ploughing through dirt
tracks, climbing formidable terrain or making way through city traffic. Maruti Suzuki is
proud to support the operations of the country's defence services with the tailor made
Gypsy King.

2.4) Market Profile of the MARUTI SUZUKI

There are Four major Competitors

 Daewoo Motors India Ltd.
 Hindustan Motors Ltd.
 Mahindra & Mahindra Ltd.
  TATA moters.

(1)Daewoo Motors India Ltd.

The company was first established as National Motor in 1937 in Bupyeong-gu, Incheon,
South Korea. The name was changed to Saenara Motor in November 1962. Saenara was
assembling and selling Datsuns Bluebird P310.[1] Very first automobile company in
Korea, Saenara was equipped with modern assembly facilities, and was established after
the Automobile Industry Promotion Policy was announced by the South Korean
government in 1962.[2] Saenara Motor was then bought by Shinjin Industrial in 1965,
which changed its name to Shinjin Motors after establishing collaborations with Toyota.
After Toyota's withdrawal in 1972, Shinjin Motor started a joint venture with General
Motors under the name General Motors Korea (GMK), but was renamed again in 1976 to
Saehan Motor. GMK shortly sold their Rekord under the GMK marque, together with the
Holden Torana based Chevrolet 1700.
(2) Hindustan Motors Ltd.

Hindustan Motors is an Indian automaker based in Kolkata, West Bengal, India. It is

part of the Birla Technical Services industrial group. The company was the largest car
manufacturer in India before the rise of Maruti Udyog. It is the producer of the
Ambassador car, widely used as a taxicab and as a government limousine. This car is
based on the Morris Oxford, a British car that dates back to 1954. One of the original
three car manufacturers in India, founded in 1942 by Mr. B.M. Birla,it was a leader in car
sales until the 1980s, when the industry was opened up from protection. Manoj Jha was
the Managing Director and R.Yeshwanth. Mr.Manoj Jha stepped down from the post on
21 February '2012.It began in Port Okha near Gujarat, and in 1948, moved to West
Bengal. The Place is now Called Hindmotor.

(3) Mahindra & Mahindra Ltd.

Mahindra & Mahindra Limited (M&M) (BSE: 500520) is an Indian multinational

automaker headquartered in Mumbai, Maharashtra, India. It is one of the largest
automobile manufacturers by production in India and a subsidiary of Mahindra Group
conglomerate. The company was founded in 1945 in Ludhiana as Mahindra &
Mohammed by brothers K.C. Mahindra and J.C. Mahindra and Malik Ghulam
Mohammed.[3] After India gained independence and Pakistan was formed, Mohammed
emigrated to Pakistan where he became the nation's first finance minister. The company
changed its name to Mahindra & Mahindra in 1948.[4] It is ranked #21 in the list of top
companies of India in Fortune India 500 in 2011

(4)Tata Motors

Market Share: Commercial Vehicles 63.94%, Passenger Vehicles 16.45%

Tata Motors Limited is India's largest automobile company, with consolidated revenues
of USD 14 billion in 2008-09. It is the leader in commercial vehicles and among the top
three in passenger vehicles. Tata Motors has winning products in the compact, midsize
car and utility vehicle segments. The company is the world's fourth largest truck
manufacturer, and the world's second largest bus manufacturer with over 24,000
employees. Since first rolled out in 1954, Tata Motors as has produced and sold over 4
million vehicles in India.Tata Motors is the first company from India's engineering sector
to be listed in the New York Stock Exchange (September 2004), has also emerged as an
international automobile company. Through subsidiaries and associate companies, Tata
Motors has operations in the United Kingdom, South Korea, Thailand and Spain. Among
them is Jaguar Land Rover, a business comprising the two British brands which was
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
exporting these products to several international markets. Today two-thirds of heavy
commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata
Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach
manufacturer, and subsequently the remaining stake in 2009. Hispano's presence is being
expanded in other markets.In 2006, Tata Motors formed a joint venture with the Brazil-
based Marcopolo, a global leader in bodybuilding for buses and coaches to manufacture
fully built buses and coaches for India and select international markets. 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. The
new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck,
with the Xenon having been launched in Thailand in 2008. Tata Motors is also expanding
its international footprint by franchises and joint ventures assembly operations in Kenya,
Bangladesh, Ukraine, Russia, Senegal and South Africa. With over 3,000 engineers and
scientists, 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, Spain, and the UK. It was
Tata Motors, which developed the first indigenously developed Light Commercial
Vehicle, India's first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully
indigenous passenger car. Within two years of launch, Tata Indica became India's largest
selling car in its segment. In 2005, Tata Motors created a new segment by launching the
Tata Ace, India's first indigenously developed mini-truck. In January 2008, Tata Motors
unveiled its People's Car, the Tata Nano, a development which signifies a first for the
global automobile industry. Nano brings the comfort and safety of a car within the reach
of thousands of families. The standard version has been priced at USD 2,200 or
Rs.100,000 (excluding VAT and transportation cost). The Tata Nano has been
subsequently launched as planned, in India in March 2009.
 CHAPTER 3

DISCUSSIONS ON TRAINING
3.1) Student Work Profile

 Handling customer talking’s and maintaining company register.

 Execution of home visits to the customer address along with sales
executive.
 Knowledge about the finance process and the various check points.
 Pitching of the various sales promotions.
 Handling the road show @ pitampura along with sales team.
 Visiting customer address to resolve the complaints raised and attaining
satisfaction note from customer.
 Handling of customer meet and helping in organizing the event.
 Helping the team members on distribution of maruti brands visit at the
mapped transport department office to observe the vehicle registration
process.
 Handling of customer complaints.
 Calling to customers where payment given at the time of booking has got
dishonored.
 Visit @ workshop to observe the flow of process there
 Understanding the process of new number plate registration process.
 Understanding the insurance renewal process and the tariff chart with
exceptions.
 Handling the case for insurance claim process
 Preparation of daily report in the given format
 Greeting and congratulating the customer at the delivery area
 Handling cases related to registration of commercial vehicles.
 Handling the accessories counter along with the team members

3.2) Key Learning From Training

1. A detailed project plan agreed before project commencement helped to achieve

successful delivery
2. Rigorous and flexible use of effective project techniques that incorporated project
planning, continuous monitoring and reporting of the progress, as well as effective
resource management. Allowed project management team to better control the entire
process as well as allow for more efficient change management
3. Shared vision contributing to creating a single purpose of vision necessary to deploy
a potent programme
4. Senior management support – a critical element. It brought in an additional sense of
importance and urgency. It also ensured that, if delivered successfully, the entire
organisation would benefit from the project
5. Effective relationship management due to the level of collaboration involved,
effective relationship management among the stakeholders, sponsors, outsourcers and
end-users cannot be over emphasised. Managing the relationship with external
outsourcing service providers was identified as being particular important
6. Effective change management that ensured smooth inter and intra-organisational
transformation
7. Effective management of multiple stakeholders where regular meetings with direct
stakeholders were carried out to ensure that all requirements and expectations have
been met, and any conflicts between stakeholder interests were resolved
8. Regular progress meetings which helped to evaluate stages in project development
9. Effective and continued communication among the parties was sustained and helped
in leading to project success
10. Skilled and competent staff - the empowerment and flexibility of staff to adapt to
the new environment, helped in achieving success in the complex IT projects.
11. User involvement – project managers should pay particular attention to the customer
side of the project delivery and ensure the continuous involvement of end users
throughout the project life-cycle
 CHAPTER 4

STUDY OF SELECTED RESEARCH

PROBLEM
\
4.1 )Statement of research problem

1. The present study can be extended to access the present marketing condition of
Indian automobile sector.
2. The study can be used to design a proper product, price, place and promotional
strategy for the market.
3. From the present study we can know the market share of different products and
accordingly formulated strategy to enhance it.
4. The result of marketing success can be interpreted to assess the rate of employee
satisfaction in various departments.
5. This study can be applied to find out an effective distribution channel to enhance
the sale of various products of Maruti motors.

4.2 )Statement Of Research Objective

The object of report is not only to focus on competitors but also to get the competitive
position in the national as well as international market through customer satisfaction.
These are as follows.

 To discover and translate the needs and desire of customer into products and
services so as to create the demand of the product (through planning and
producing planned product).
 To serve the customer through channel of distribution.
 To face the keen competition.
 To know about the marketing strategies used by Maruti Suzuki..
 To know about the marketing strategies of the competitors of Maruti Suzuki
 To find out the market share of Maruti Suzuki.
 To know where Toyota stands as far as the BCG –matrix models concerned.

4.3) Reseach design and methodology

This project depends upon the primary as well as secondary sources which are as
follows.
Primary Source:

 Observation
 Experiment
 Talking with consumers,retailers and distributors.
 Secondary Source:
 Balance sheet of the company
 Company website

SAMPLE SIZE AND AREAS COVERED

A customer-based survey was conducted in which 100 people were asked to fill the
questionnaire in which 50 people belong to cities of Delhi and GURGAON. Because it
was not possible to consider each and every person of those cities or of villages so,
PROBABILITY SAMPLE or RANDOM SAMPLE was taken.

STATISTICAL AND PRESENTAION TOOLS

PRIMARY DATA is represented:

 First classified i.e. grouped qualitatively and quantitatively according to the

situation or the type of the data which was collected.
 After classifying is represented in the form of tables i.e. systematically arranged
in columns and rows.
 Some of the data is also graphically represented in the form of PIE DIAGRAM.

SECONDARY DATA is represented:

 In the form of tables.

 By the way of BAR GRAPHS and SUBDIVIDED BAR GRAPHS
(Graphical presentation).
CHAPTER 5 : ANALYSIS
5.1) Data Analysis

1) PERCENTAGE OF MARUTI SUZUKI OWNERS

OWNERS OF MARUTI SUZUKI

YES
24%
YES
NO
NO
76%

INFERENCE:

 76% of the respondents were owners of Maruti Suzuki.

 24% of the respondents were owners of others company.

2) CUSTOMER SATISFACTION RATING

CUSTOMER SATISFACTION

17%

SATISFIED
DISSATISFIED

83%
INFERENCE:
 83% of the Respondents were satisfied with their cars and the services of
MARUTI SUZUKI
 However 17% of the Respondents were dissatisfied at the same time.

3) PREFERENCES OF BUYING A NEW CAR

PREFERENCES OF BUYING A NEW CAR

40
30
20
10
0
TOYOTA HYUNDAI MARUTI HONDA

INFERENCE:

 18% of the respondents would prefer to buy a Maruti Suzuki car against its
competitors.

 37% of respondents preferred for Maruti Suzuki.

 21% and 24% respectively preferred for Hyundai & Honda.

4 )WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT

MARUTI SUZUKI.
 INFORMATION ABOUT MARUTI SUZUKI

12%
DEALERS
20%
PRINT MEDIA
T.V.
55%
INTERNET
13%

INFERENCE:

 Information through Internet and Print media accounts for more than half or 75%
of the information shared with the masses.

 Rest 25% was shared by T.V. and Dealers for providing the information.

5) MARUTI SUZUKI CARS HAS THE MOST FUEL EFFICIENCY

FUEL EFFICIENCY OF MARUTI SUZUKI

100 78
80
60
40 22
20
0
YES NO
INFERENCE:

 78% of the respondents felt that Maruti Suzuki has the most fuel efficiency.

 While 22% felt it isn’t the most fuel efficient.

6) THE FEATURES OF MARUTI SUZUKI AS COMPARED TO OTHER

CARS

FEATURES OF MARUTI SUZUKI

12%

8%
GOOD
10% VERY GOOD
NOT SO GOOD
70% SATISFACTORY

INFERENCE:

 70% of the respondents felt that the features of the maruti suzuki are good.

 While 8% of respondents thought it was not so good, 10% thought it was very
good and 12% felt satisfactory about the features.
7) THE QUALITIES THAT BEST DESCRIBES MARUTI SUZUKI

FEATURES THAT BEST

DESCRIBES MARUTI SUZUKI
38
40
29
30
18
20 15
10
0
HANDLING FUEL DESIGN COMFORT
EFFICIENCY

INFERENCE:

 Maruti Suzuki is best known for its design & comfort.

 Then comes Handling and Fuel Efficiency

8) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI

 INTERIORS OF MARUTI SUZUKI
7%
3%
GOOD
16%
VERY GOOD
NOT SO GOOD
SATISFACTORY
74%

INFERENCE:

 The interiors of maruti suzuki are very good according to 74% of the
respondents.

 16% said it was very good, 7% said it was satisfactory and 3% felt it was not so
good.

9) WHAT SHOULD BE DONE TO MAKE MARUTI SUZUKI THE BEST

CAR
 WHAT SHOULD BE DONE TO MAKE
MARUTI SUZUKI THE BEST CAR
MAKE IT MORE
15 FUTURISTIC

MAKE IT MORE
10 SPORTY

GIVE IT A RETRO
60 LOOK
15
GIVE IT A
CONCEPT CAR
LOOK

INFERENCE:

 To make it the best car in its class it should be made more futuristic
which was felt by 60% of the respondents.

 15% of the respondents thought it should be made more sporty.

 10% wanted it to have a retro look and 15% wanted to give it a concept
car look.

10 ARE YOU HAPPY WITH THE AFTER SALES SERVICES

PROVIDED BY

MARUTI SUZUKI.
 HAPPY WITH AFTER SALES
SERVICES PROVIDED BY MARUTI SUZUKI

15%

HAPPY
UNHAPPY

85%

INFERENCE:

 Overall 85% of the respondents were happy with the after sales service
provided by Maruti Suzuki.

 15% were unhappy with maruti suzuki due to poor after sales services
provided by them.

5.2 summary of findings

 76% of the respondents were owners of Maruti Suzuki.

 83% of the Respondents were satisfied with their cars and the services of Maruti
Suzuki However 17% of the Respondents were dissatisfied at the same time
 18% of the respondents would prefer to buy a Maruti Suzuki car against its
competitors
 Information through Internet and Print media accounts for more than half or 75%
of the information shared with the masses. Rest 25% was shared by T.V. and
Dealers for providing the information

 78% of the respondents felt that Maruti Suzuki has the most fuel efficiency
 70% of the respondents felt that the features of the Maruti Suzuki are good. While
8% of respondents thought it was not so good, 10% thought it was very good and
12% felt satisfactory about the features

 Maruti Suzuki is best known for its design & comfort. Then comes Handling and
Fuel Efficiency.

 If Maruti Suzuki is made more affordable then it would win more customers, a
theory which was backed by 72% of the respondents.15% and 13% respectively
want cheaper spare parts and more service stations.

 To make it the best car in its class it should be made more futuristic which was
felt by 60% of the respondents.15% of the respondents thought it should be made
more sporty.10% wanted it to have a retro look and 15% wanted to give it a
concept car look.
 CHAPTER : 6

SUMMARY AND CONCLUSIONS

6.1 ) Summary Of Learning Experience

 In the beginning of our training we give our personal introduction and know about
the background of the Maruti Suzuki.
 We get knowledge of Maruti Products currently in market.
 We get the knowledge about the required documents for Buying a car.
 what are the points we should remember at the time of buying a car.
 We learn how to give demo to the clients.

6.2 ) Recommendations

 Maruti Suzuki should adopt the defensive marketing strategy because as being the
second largest car producer in the international market,
 Maruti Suzuki must at the moment carry out a feasibility study for launching a
vehicle in the domestic market where it has models like the Wegonar and alto
amongst others.
 Maruti Suzuki should conduct market survey in Indian market for quails in order
to know the perception of Indian consumers.
 Maruti Suzuki should adopt an offensive marketing strategy for entering in the big
car segment. This market is dominated by Maruti Suzuki and Hyundai in the
Indian domestic auto market.
 Maruti Suzuki must plan out an ideal marketing producing capacity ,becaue it
faces the problem of over and under capacity in case of upturn and downturn of
the market.
.

APPENDICES
QUESTIONNARE

I am currently doing my project in MARUTI Company. As a part of my study I am

collecting information of the existing customers to know the consumers
perception on value added services provided by MARUTI. I
kindly request you to fill the following questionnaires.

(A )NAME

(B) ADDRESS

(C) CONTACT NUMBER

(D)INCOME GROUP

_________15,000-25,000 _________25, 000-50,000

_________50,000-75,000 _________Above 75,000

(1) DO YOU OWN A CAR?

o YES NO
IF YES, THEN WHICH ONE?
(i)TOYOTA (ii) HYUNDAI (iii) MARUTI

(2) HOW SATISFIED ARE YOU WITH THE SERVICES OFFERED BY

MARUTI SUZUKI ?
(i)SATISFIED (ii) DISSATISFIED

(3) IF SATISFIED, THEN ARE YOU HAPPY WITH THEIR CHARGES

AND TIMELY DELIVERY THEY WERE OFFERING?
(i)HAPPY (ii) UNHAPPY
(4) IF GIVEN A CHOICE TO CHOOSE A CAR COMPANY, WHICH
COMPANY WOULD YOU CHOOSE?
(i) TOYOTA (ii) MARUTI (iii) HYUNDAI

(5) WHERE DO YOU MANAGE TO FIND INFORMATION ABOUT

MARUTI SUZUKI?
(i)DEALERS (ii) PRINT MEDIA
(iii)T.V. (iv)INTERNET

(6) DO YOU THINK MARUTI SUZUKI HAS THE MOST FUEL

EFFICIENCY?

(i)YES (ii) NO

(7) HOW DO YOU FIND THE FEATURES OF MARUTI SUZUKI AS

COMPARED TO OTHER CARS?
(i)GOOD (ii) VERY GOOD
(iii)NOT SO GOOD (iv) SATISFACTORY

(8) WHICH OF THESE QUALITIES DO YOU THINK BEST DESCRIBES

MARUTI SUZUKI?

(i)HANDLING (ii) FUEL EFFICIENCY

(iii)DESIGN (iv)COMFORT

(9) HOW DO YOU FIND THE INTERIORS OF MARUTI SUZUKI?

(i)GOOD (ii) VERY GOOD

(iii)SATISFACTORY (iv) NOT SO GOOD
(10) ACCORDING TO YOU WHAT SHOULD BE DONE TO IMPROVE
MARUTI SUZUKI ?

(i) MAKE IT MORE AFFORDABLE

(ii) CHEAPER SPARE PARTS
(iii)MORE SERVICE STATIONS

(11) ACCORDING TO YOU WHAT SHOULD BE DONE TO MAKE

MARUTI SUZUKI THE BEST CAR?

(i)MAKE IT MORE FUTURISTIC

(ii)MAKE IT MORE SPORTY
(iii)GIVE IT A RETRO LOOK
(iv)GIVE IT A CONCEPT CAR LOOK

(12) ARE YOU HAPPY WITH THE AFTER SALES SERVICES

PROVIDED BY MARUTI SUZUKI?
(i)YES (ii) NO
(iii) HAPPY BUT IT CAN BE BETTER
BIBLIOGRAPHY

Books:

Kotler Philips, Marketing Management: 30th Edition

Chabra T.N., Marketing management 2005

C.B. Gupta, Marketing management 2006

Magazines

Business standard Motoring May 2008 edition

Forbes India Magazine

Internet:

www.google.com

www.marutisuzuki.com

www.yahoo.com

www.wikipedia.com