Contents

Sl. Titles Page No.

No.
I Chapter 1
 Executive summary
 Introduction
 Literature review
 Customer satisfaction defined

II Chapter 2
 Organization Profile
 Organization Chart
 Data Collection Method

III Chapter 3
 Analysis and interpretation
 Findings
 Suggestions
 Conclusion

IV Chapter 4
Appendix
 Bibliography

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 Executive Summary

Objectives:-

• To analyze various post sales service provided by Venkatesh

Authorized Dealer Gulbarga.

• To determine customer satisfaction level based on post sales

service provided.

• To understand the behavior of the staff with customers.

• To suggest measures to improve customer satisfaction and improve

quality of service.

Purpose of study:-

The main purpose of the study is to know weather the customers

are satisfied with the services provided by Venkatesh Authorized

Dealer is satisfied or not.

Scope of the study:-

• The study covers the users of Hero Honda bikes in Gulbarga city.

• The study covers the customer owning Hero Honda two wheelers

in Gulbarga city.

Limitation of the study:-

1) Because of time constrain my study confines only to Gulbarga city

& it is not possible to make extensive study. 6

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2) By busy working schedule of executives it is difficult to extract

more

Information from them.

Research methodology:-

Data source Primary (field Survey)

Secondary Data (Internet).

Area of research Gulbarga city.

Research approach Survey Method.

Research instrument Questionnaire.

Sample plan Personal interview.

Sample unit Two wheeler owners.

Sampling method Convenience sampling.

Sample size 100 customers.

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INTRODUCTION

The Indian two wheelers industry has grown from meager 900

vehicle in 1950 to staggering figure over1.5million vehicles in 1988, with

petrol price costing eight times as much as 15 years ago, few persons now

a days afford to maintain a car .The opinion is either to own two wheeler

or aviate for public transportation system .But the service offered by

public transport in different cities, by and large had deteriorated and thus

covalence and independent in traveling short distance it is also a status

symbol of the middle class people are urban and semi-urban region.

Beyond 1950’s the motorcycle were manufactured in our country

itself by using simple technology low engine capacity etc.After1980’s

when the government introduces liberal import licensing policy the Hero

group made collaboration with Honda Group of Japan and started with

the name Hero Honda a successful two wheeler manufacturing

company .after the collaboration the company had increased its vehicle

CC capacity, engine capacity and mileage and they enter in to four stroke

and today they are the India’s No1.Manufacturer of two wheelers.

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 Following is the criteria of Hero Honda in two wheelers market

which have made in to be world No1 price, after sales service .Aesthetic

works, fuel efficiency, resale value and technical competence, power, etc.

In today’s world buyers are becoming increasingly aware of

advantages of fuel economy which explains the prolific sales of Hero

Honda

LITERATURE REVIEW

About the study customer satisfaction.

Customer satisfaction is the key to success. Getting your customers

to tell you what’s good good about your product or services and where

you need improvement helps you to ensure that your business

measures up to their expectations. The attached file contains a

customer satisfaction survey from designed to help you gather this

important information it was designed to make it easy for customer to

fill out & to make it easy for you to quickly customize to exactly

match your company’s activities. It also includes suggestions for

distributing the form, ensuring that customer will return the form and

following up on comments.

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CUSTOMER SATISFACTION DEFINED.

The reason for a business firm to come into being is the existence

of a customer who has unfilled needs and wants. Hero Honda has

advantage of having the widest product range in all market segments

in which it operates, putting itself in a unique position of providing

just product, but the best economic solution to their customer thus

fulfilling the unfilled needs. Hero Honda keeps itself abreast of the

new and emerging technologies and adopting them to deliver high

quality and high performance vehicles to their end customers.

Customer satisfaction has been conceptualized in several ways. It

consists of expectations, performance interaction,

pleasured/displeasure, and the evaluation of the benefits of

consumption.

Consumer satisfaction is result of confirmation of expectation.

Hero Honda has been focusing on the improvement & Excellency in

processes, which it uses to satisfy there to accomplish, this it has

focused on improving customer-orientation and value chain

integration. Thus meeting of customer expectation.

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 MODELWISE WARRANTY DETAILS

WARRANTY POLICY

Scope of Warranty
Hero Honda Motors Limited warrants all its two–
wheelers manufactured/assembled in Dharuhera Plant
and Gurgaon Plant, distributed in India and sold
through its authorised dealers to be free, under normal
use and condition, from any defect both in material
and workmanship, subject to the following terms and
conditions.

Terms and Conditions

1. All Hero Honda two-wheelers are warranted
for a certain period specified in terms of time
and kms from the date of purchase, whichever
term gets satisfied earlier.
2. It is mandatory for the customer to avail all
free and paid services as per the recommended
schedule to be eligible for the warranty
benefits.

3. If a defect is observed in any Hero Honda two-

wheeler, Hero Honda's only obligation/liability
is to repair or replace those parts which is/are
considered to be the cause of malfunction free
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 of charge of both labour and material, when
Hero Honda acknowledges that such
malfunction has not come out of misuse or
improper handling etc. such defective two-
wheeler should be brought to the nearest Hero
Honda dealer/authorised service centre by the
owner for necessary inspection and subsequent
repairs.

Limitations of Warranty
The warranty shall not apply:
• If any of the free services or subsequent paid

service is not availed as per the recommended

service schedule given in the owner's manual.
• If Hero Honda recommended engine oil is not
used.
• To normal wear and tear components like
bulbs, electrical wiring, filters, spark plugs,
clutch plates, brake shoes, fasteners, shims,
washers, oil seals, gaskets, rubber parts (other
than tyres and tubes), plastic components,
chain and sprockets and in case of wheel rim
misalignment or bend.
• If there is any damage due to modification or
fitting of accessories other than the ones
recommended by Hero Honda.
• If the two-wheeler has been used in any
competitive events like track races or rallies.
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• If there is any damage to the painted surface
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 due to industrial pollution or other extraneous
factors.
• For claims made for any consequential damage
due to any previous malfunction.
• For normal phenomenon like noise, vibration,
oil seepage, which do not affect the
performance of the two-wheeler.
• If there is any damaged caused due to usage of
improper oil/grease, non genuine parts.
• For two-wheelers which have been used for
any commercial purposes as taxi etc.
• For maintenance repairs required due to misuse
while driving or due to adulteration of oil,
petrol or due to bad road conditions.
• For consumables like oil, grease etc. used
during free services or used during warranty
repairs.
• If any part of the vehicle is tampered/repaired
by unauthorized persons/workshops etc.

• For two-wheelers not used in accordance with

the owner's manual supplied with each two-
wheeler by Hero Honda.

Warranty on Proprietary Items

Warranty on proprietary items like tyres, tubes &
battery etc. will be directly handled by the respective
Original Equipment Manufacturers (OEM’s) except
AMCO for batteries and Dunlop/Falcon for tyres,
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tubes. In case of any defect in proprietary items, other
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 than the above two mentioned OEM's the dealer must
approach the branch office/dealer of the respective
manufacturers.

For AMCO batteries and Dunlop/Falcon tyres, tubes

claims will be accepted at our Authorised
Dealership/Service Centres, w.e.f 1st May2002, as
per the mutually agreed terms and conditions between
Hero Honda and these two OEM's. While for other
OEM's in case the claim is not accepted for any
invalid reason, then the claim along with the refusal
note from the OEM can be sent to the warranty
section at Gurgaon Plant after due recommendation of
the area service engineer

Hero Honda CBZ

X-TREME is warranted for a period of 3 years or 40,000 kms,
whichever is earlier, from the date of purchase.

Hero Honda Karizma is warranted for a period of 2 years or 30,000

kms, whichever is earlier, from the date of purchase

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Hero Honda Achiever is warranted for a period of 3 years or 40,000
kms, whichever is earlier, from the date of purchase

Hero Honda Glamour FI is warranted for a period of 3 years or

40,000 kms, whichever is earlier, from the date of purchase

Hero Honda Glamour is warranted for a period of 3 years or 40,000

kms, whichever is earlier, from the date of purchase

Hero Honda Super Splendor is warranted for a period of 3 years or

40,000 kms, whichever is earlier, from the date of purchase.

Hero Honda Passion Plus is warranted for a period of 2 years or

30,000 kms, whichever is earlier, from the date of purchase.

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 Hero Honda Splendor+ is warranted for a period of 2 years or 30,000
kms, whichever is earlier, from the date of purchase

Hero Honda Pleasure is warranted for a period of 2 years or 24,000

kms, whichever is earlier, from the date of purchase.

Hero Honda CD Deluxe is warranted for a period of 2 years or

30,000 kms, whichever is earlier, from the date of purchase

Hero Honda CD Dawn is warranted for a period of 2 years or 30,000

kms, whichever is earlier, from the date of purchase

SERVICE & MAINTENANCE SCHEDULE

Our constant endeavour is to support the company's mandate of providing

highest level of customer satisfaction by taking good care of your two-wheeler
service and maintenance through our vast network of more than 2100
committed Dealers and Service outlets spread across the country.

Our state-of-the-art authorised workshops have well laid out standards for two-
wheeler servicing with fully equipped infrastructure having quality precision
instruments, pneumatic tools and a team of highly trained service technicians.
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Having your two-wheeler serviced at an authorised workshop ensures highest
standards of service quality and reliability.

Service Schedule
Hero Honda offers free services on all its two-wheelers. You should avail
these services within the stipulated conditions of time period or km range,
whichever condition gets satisfied earlier from the date of purchase. After the
completion of free services or its validity period you must continue availing
paid services as per the recommended service schedule.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from the
date of 60 100 100 100 100 100
previous
service

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from EACH FREE SERVICE IS VALID FOR 365 DAYS
the date of FROM THE DATE OF PURCHASE
purchase

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from the
date of 60 100 100 100 100 100
previous
service

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from the
date of 60 100 100 100 100 100
previous
service

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from the
date of 60 100 100 100 100 100
previous
service

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from the
date of 60 100 100 100 100 100
previous
service

Each Paid Service needs to be availed after every 2000 kms

Paid Service
or 60 days from the previous service, whichever is earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from EACH FREE SERVICE IS VALID FOR 365 DAYS
the date of FROM THE DATE OF PURCHASE
purchase

Each Paid Service needs to be availed after every 2000 kms

Paid Service
or 60 days from the previous service, whichever is earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from EACH FREE SERVICE IS VALID FOR 365 DAYS
the date of FROM THE DATE OF PURCHASE
purchase

Each Paid Service needs to be availed after every 2000 kms

Paid Service
or 60 days from the previous service, whichever is earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 750 - 3500 - 7500 - 11500 - 15500 - 19500 –
the date of 1000 4000 8000 12000 16000 20000
purchase

Validity in
Days from 140 - 280 -
40 - 55 430 - 445 570 - 585 715 - 730
the date of 155 295
purchase

Each Paid Service needs to be availed after every 4000 kms

Paid Service
or 150 days from the previous service, whichever is earlier.

NOTE: An OIL CHANGE coupon is provide between 3rd and 4th service to
be availed between 9500 - 10000 KMS
or 350 - 365 days from the date of purchase, whichever is earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from EACH FREE SERVICE IS VALID FOR 365 DAYS
the date of FROM THE DATE OF PURCHASE
purchase

Each Paid Service needs to be availed after every 2000 kms

Paid Service
or 60 days from the previous service, whichever is earlier.

Service Schedule:

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Type of Free
1 st 2 nd 3 rd 4 th 5 th 6 th
Service

Validity in
Kms from 500 - 2500 - 5000 - 7000 - 9000 - 11000 -
the date of 750 2800 5500 7500 9500 11500
purchase

Validity in
Days from EACH FREE SERVICE IS VALID FOR 365 DAYS
the date of FROM THE DATE OF PURCHASE
purchase

Each Paid Service needs to be availed after every 2000

Paid Service kms or 60 days from the previous service, whichever is
earlier.

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ORGANIZATION PROFILE

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HERO HONDA

Hero, the brand name synonymous with two wheelers in India, is a

multi-unitMulti-product, geographically diversified, group of companies

the reflection of the steely ambition and indomitable grid of the Munjal

family.

Trace the sags of “Hero” through more than 45 of Enterprise &

Achievements, of version and planning. Always blazing through the trials

of success.

HISTORY OF HERO HONDA

The legend of Hero Honda

What started out joint venture between Hero group, the worlds

largest bicycle manufacturer and the company of Japans, has today

become the world’s dingle largest two wheelers company .coming in to

existence January 19, 1948, Hero Motors limited gave India nothing less

than are evaluation on two wheelers, the made famous by “fill it shut it

and forget it” campaign .Driven by the trust of over 5 million customers.

The Honda product range today command

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 market share 48% making it veritable giant in the industry. Add to

that technologic excellence, an expansive dealer network, and reliable

after sale service, and you have one of the customer-friendly companies.

This is provided by the company’s over the year:

1985.86 43000 units

1989.90 96,200 units

1998.99 5, 30,600 units

1999-0 7,61,210 units

2000.1 10,29,555 units

2000.2 14,25,195 units

2000.3 16,77,537 units

Customer satisfaction, high quality product, the strength of Honda,

technology and the Hero group dynamic helped HHML sales new

frontiers and exceed limits.

In the word of Mr. Brijmohan Lall Munjal, the chairman and

managing Director “we will continue to make afford required for the

development, of motorcycle industry, through new product development,

technology innovation, investment in equipment of facilities and through

efficient management”
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 Hero Honda is world’s third largest two wheeler maker. India has
the largest number of two wheelers in the world with 41.6 million
vehicles. India has a mix of 30 percent automobiles and 70 percent two
wheelers in the country. India was the second largest two wheeler
manufacturer in the world starting in the 1950’s with the birth of
automobile products of India (API) that manufactured scooters. API
manufactured the but, another company; Bajaj auto ltd. surpassed API
and remained through the turn of the century from its association with
Piaggio of Italy (manufacturer of Vespa scooters).

The licence raj that existed between the 1940s to 1980s in India did not
allow foreign companies to enter the market and imports were tightly
controlled. This regulatory maze, before the economic liberalization,
made business easier for local players to have a seller’s market.
Customers in India were forced to wait 12 years to buy a scooter from
Bajaj. The CEO of Bajaj commented that he did not need a marketing
department, only a dispatch department. By the year 1990, Bajaj had a
waiting list that was twenty-six times its annual output for scooters.

The motorcycle segment had the same long wait times with three
manufacturers Royal Enfield, and Escorts. Royal Enfield made a 350cc
Bullet with the only four-stroke engine at that time and took the higher
end of the market but there was little competition for their customers.
Ideal Jawa and Escorts took the middle and lower end of the market
respectively.

In the mid-1980s, the Indian government regulations changed and

permitted foreign companies to enter the Indian market through minority
joint ventures. The two-wheeler market changed with four Indo-Japanese
joint ventures: Hero Honda, T.VS Bajaj Kawasaki and Kinetic Motor
Company (Kinetic Honda). The entry of these foreign companies changed
the Indian market dynamics from the supply side to the demand side.
With a larger selection of two-wheelers on the Indian market, consumers
started to gain influence over the products they bought and raised higher
customer expectations. The industry produced more models, styling
options, prices, and different fuel efficiencies. The foreign companies
new technologies helped make the products more reliable and with better
quality. Indian companies had to change to keep up with their global
counterparts.

The 2006 Forbes 200 Most Respected companies list has Hero Honda
Motors ranked at 108. 33

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Growth

Hero Honda experienced great growth throughout its early days.

The Munjal family started a modest business of bicycle components. By
2002 Hero Group had sold 86 million bicycles producing 16000 bicycles
a day. Today Hero Honda has an assembly line of nine different models
of motorcycles available. It holds the record for most popular bike in the
world by sales for Its Splendor model. Hero Honda Motors Limited was
established in joint venture with Honda Motors of Japan in 1984, to
manufacture motorcycles. It is currently the largest producer of Two
Wheelers in the world. It sold 3 million bikes in the year 2005-2006.
Recently it has also entered in scooter manufacturing, with its model
PLEASURE mainly aimed at girls. HUNK is the latest offering from the
HHML stable.

A Hero Honda "Splendor" bike

Just-in-Time Manufacturing

The Hero Group through the Hero Cycles Division uses just-in-time
manufacturing. The Group boasts of superb operational efficiencies.
Every assembly line worker operates two machines simultaneously to
save time and improve productivity. The fact that most of the machines
are either developed or fabricated in-house, has resulted in low inventory
levels.

In Hero Cycles Limited, the just-in-time inventory principle has been

working since the beginning of production in the unit. This is the
Japanese style of production. In India, Hero is probably the only company
to have mastered the art of the just-in-time inventory principle.

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Models

• Hero Honda Ambition 133

• Hero Honda Ambition 135
• Hero Honda CD 100
• Hero Honda CD 100 SS
• Hero Honda CD Dawn
• Hero Honda Splendor
• Hero Honda Splendor+
• Hero Honda Super Splendor
• Hero Honda CD Dawn
• Hero Honda Joy
• Hero Honda Street
• Hero Honda CBZ
• Hero Honda CBZ Extreme
• Hero Honda Passion
• Hero Honda Passion+
• Hero Honda Passion Pro
• Hero Honda Karizma
• Hero Honda Hunk
• Hero Honda Pleasure
• Hero Honda Glamour
• Hero Honda Splendor NXG

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MILESTONE OF HERO HONDA:-

Year Event

2001

• Bike maker of the year by overdrive Magazine

• Winner of review 200-Asia’s leading companies award (9th Rank

Amongst top 10 Indian companies).

• Passion model introduced

• Achieved OM-One million productions in one single year.

• Entrepreneur of the year Award conferred upon the chairman,

Mr.Brijmohan Lall by Ernst & Young.

• “The leave Award for Environment” to Hero Honda by center for

social and Environment Green Rating project.

2002

• Bike maker of the year by overdrive Magazine.

• Winner of review 200-Asia’s leading companies award (4th Rank

Amongst top 10 Indian companies).

• Sponsored India, England Women’s cricket series.

• Sponsored ‘Hero Honda master golf championship. 36

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 • Entrepreneur of the year award conferred upon chairman,

• Mr. Brijmohn Lall by Business standard.

2003

• Winner of the review 200-Asian leading company Award (3rd Rank

among top 10 Indian company)

• Most Respected Company in automobile sector by Business World.

• Bike maker of the year by overdrive magazine

THE CHAIRMAN:-

Brijimohan Lall Munjal-The king of Road

The venerated patriarch and visionary of the Hero group, Mr.

Brijimohan Lall Munjal is the first generation entrepreneur who stared

very small and through sheer hard work and perseverance today made

this two wheelers venture the No1two wheelers company.

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THE STORY OF THE INDOMITABLE ENTREPRENEUR:-

One the brightest stories of Indian entrepreneurship began seventy

one

Years ago when a six year old boy quietly walked in to a newly opened

Gurkul (Indian value based school) near his home in Kamalia (now in

Pakistan) determined to again admission instantly. Thus began an

extraordinary saga of Entrepreneurial achievement.

Today, we know that boy as Brijmohan Lall Munjal, the much

venerated Patriarch of the Hero Group one of the largest corporation

group in country.

Brijmohan Lall inspirations to enter the two wheelers world come from a

desire to prove the cheapest from transport for the poorest of the poor.

Post –

Partition, Brijmohan Lall Munjal and his brother relocated to Ludhiana.

They had to began from scratch. They set up manufactures of bicycle

components .From then on there was no looking back. In typically

modest manner

B.M.Munjal accords a great deal of credit for high success to his

family and team. He traversed the road success fallowing these

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principles:

• Trusting his uncanny instincts.

• A unique approach to people –one from the heart.

• Ahead of time, every time.

• The idea corporate citizen showing other the way.

His leadership and sagacity has earned his great respect and he

has personally been responsible for kindling the spirit of entrepreneurship

amongst his employees who today constitute a family of about forty

successful Entrepreneurs.

PRODUCT PROFILE

Following are the products of Hero Honda:

1. Splendor+

2. Karizma

3. CBZ Extreme

4. Glamour

5. Passion +

6. CD-Dawn

7. Pleasure

8. Super Splendor

9. CD Deluxe

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 11.Hunk

12.Splendor NXG

13.passion pro

14.Hunk new

15.Hunk SPL Edition

SERVICE STATEMENT

Our constant Endeavour is support the company’s mandate of

providing highest level of customer satisfaction by taking care of

your motorcycle service & maintenance through our vast network of

more than 1000 committed dealer & service outlets spread across

the country.

Our state-of-the-art authorized workshop have well laid out

standard for motorcycle servicing supported by fully equipped

infrastructure in terms of quality precision instruments ,pneumatic

tools & team of highly trained service technicians. Having your

motorcycle serviced at an authorized workshop ensures highest

standards of service quality.

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INITIATIVES

An Environment Social, Aware Company At Hero Honda, our

goal is not to sell you bike, but also to help you every step of the

way in making your world better place to live in. besides its

will to provide a high quality service to all of its customers, Hero

Honda takes a stand as socially responsible enterprise respectful of its

environment and respectful of the important issues.

“We must do something for the community from whose land we

generate our wealth”. A famous quote of Mr.Brijmohan Lall Munjal, our

CMD.

MAINTENANCE SCHDULES:

Proper care & maintenance are paramount for trouble free operation &

optimum performance of motorcycle. Hero Honda offers 6 free services

on all its motorcycles. It should avail these services within a year or as

per the below mentioned km rang, whichever is earlier.

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First Free Service 500-750 km

Second Free Service 2500-2800 km

Third Free Service 5000-5500 km

Fourth Free Service 7000-7500 km

Fifth Free Service 9000-9500 km

Sixth Free Service 11000-11500 km

You should ensure that each paid service is availed within 60 days from

date of service or as per the recommended schedule.

SCOPE OF WARRANTY

Hero Honda Motors Limited warrants all its motorcycle

manufactured /assembled in Dharuhera Plant and Gurgaon Plant,

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 distribution in India and sold through in authorized dealers to be

free, under normal use and condition, from any defect both in material

and workmanship, subject to fallowing term and conditions

TERMS AND CONDITION:

a. All Hero Honda motorcycle warranted for a period of 12 years or

30000kms from the date of purchase, whichever is earlier .this is

w.e.f 1st April2001

b. It is mandatory for the customer to avail all free and paid service

as pre the recommended schedule to be eligible for the warranty

benefits. The customer has to ensure that each paid service is

availed within 60 days from the date of previous service or as per

the recommended schedule.

c. If the defect is observed in any Hero Honda motorcycle, Hero

Honda’s only obligation / liability is to repair or replace those

part(s) which is/are considered to be the cause of malfunction free

of charge.

d. of both labour and material, when Hero Honda acknowledges that

such malfunction has not come out of misuse or improper

handling etc. Such defective motorcycle should

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e. be brought to the nearest Hero Honda dealer / authorized service

center by the owner of necessary inspection & subsequent repairs.

LIMITATION OF WARRANTY:

The warrant shall not apply:

• If any of six services or subsequent paid service is not availed

as per the recommended schedule given in the owner’s

manual.

• If Hero Honda recommended engine oil is not used.

• To normal ware & tear components like bulbs ,electrical,

wiring, filter, spark plugs ,clutch plates, brake

shoes,fasteners,shims, washers, oil sales ,

• If there is any damage due to the modification or fitting of

accessories other than the one other than the ones

recommended by Hero Honda

• It the motorcycle has been used in any competitive event like

track races or rallies.

• If there is any damage to printed surface due to industrial

pollution or other extraneous factors.

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 • For claim made for any consequential damage due to any

previous malefaction.

• For normal phenomenon like noise, vibration, oil seepage,

which due to effect the performance of the motorcycle.

• If there is any damage caused due to usage of improper oil,

grease, non genuine parts.

• The motorcycle which have been used for any commercial

purpose as taxi etc.

• For maintenance repaired due to misuse while of driving or

due to adulteration of oil, petrol or due to bad road condition.

• For consumables like oil, grease, etc used during warranty

repair.

WARRANTY ON PROPRIETARY ITEM

Warranty on proprietary item like tyres, tubes & battery etc will be

directly handled by the respective Original Equipment Manufacturers

(OEM’s) except AMCO for batteries & Dunlop/Falcon of tyers, tubes. In

case of any defect in proprietary

item, other than the above two mentioned OEM’s the dealer must

approach to the brand official dealer of the respective manufactures.45

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 For AMCO battery & Dunlop /Falcon tyers, tubes claim will be

accepted at Authorized Dealership/ service center, w.e.f 1st May 2002 as

pre

the manually agreed term & conditions between Hero Honda & those two

OEM’s. While for other OEM’s in case the claim is not accepted for any

invalid reason, then the claim along with the refused note from the OEM

can be send to the warranty section Gorgaon plant after due

recommendation of the area service engineer.

SPARES FEATURES & BENEFITS:

The Performance & Safety of the bike not only depends up on the

world class designer & workmanship assured by Hero Honda but also on

the parts being used in the assembly line.

Even the first components manufactured need replacement from

time to time .And to ensure the continued impeccable.

Performance of vehicle, the spare part should also be made

replaced as good as the components fitted by Hero Honda.

As responsible Hero Honda bike owner, we recommended that for

your safety long life, high performance of the bike, use only Hero Honda

genuine part.
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 To identify a Hero Honda genuine parts we have a differentiator

with us, a hologram, which comes with special security features & very

simple for a customer to identify a genuine, & a non genuine spare parts.

Our each packing hologram which can he identified by the features like

• 3D EFFECT

• EXPANDING & SHRINKIG EFFECT

• KINETIC EFFECT.

SALES PROCESS:-

1) When a customer walks into our showroom, the receptionist will

greed him/her & lead to a sale executive.

2) On introduction of the sale executive will take the customer, to the

selection room & show the various modals displayed treat &

explain in detail the salient feature of each modal. Answer all the

queries, if any of the customers. The customer should be offered a

test drive of the

bike of her/him choice & if he/she express the desire to test drive a

test drive should be arranged taking all necessary care.

3) After this, the sales executive will take the customer to the work

shop & show him/her the various infrastructure service facilities

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 the workshop beside the quality of the service we render. Also

explain that, because of the quality service reporting are the highest

in the entire North-Karnataka’ and we surpassed our competitor in

all respects; and we are the number one dealers in Gulbarga.

4) Bring customer back to the sales counter and offer him/her a cup of

tea and take down the name and address in the enquiry register.

Now, the sales process begins; and during the process price of

various models, Insurance T.R, P.R, PMS, passport etc. should be

explained to the customer in detail. Also enquire in to as to whether

he/she intends to buy by cash or would go in the finance assistance.

In the latter case, offer the service of financial institution

representative stationed in our showroom. During the process

inter-act with customer and give him/her an impression that you

are caring from him/her.

5) All out efforts should be made to sell the product by persuading the

customer without offering free accessories; and should offered fail

accessories may be offered free of cost. Normally, every customer

take free –accessories offer for granted and asks for compliment

/cash discount etc. In that eventuality the A.S.M should be

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 consulted and as the last resort not loose the sale the A.S.M duly

consulting with

G.M may take suitable decision and strike down the deal. The delivery

of compliments and payment of cash discount should be made in the.

Chamber of G.M and through him. This will avoid a situation where

every buyer putting forth a similar demand.

6) When sale of motorcycle (M.C) is over, the customer should be

taken to the cashier for payment of cash/down payment

D.D/Cheque etc. as the case is; and all assistance should be

rendered to him/her to complete this formality.

7) Once this formality is over, the customer should be taken to the

selection room and he/she be given a free hand in selecting the

motorcycle of his/her choice. After selection of motorcycle,

Chassis and engine number of the motorcycle should be noted

down, besides informing the POI in charge to

8) Get the motorcycle ready in all respects study fitting the

accessories as agreed to at the time of sale.

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 9) The customer is brought to the passport executive for brief again

on the passport and its advantages by the passport executive.

During this process effort should be made to

Convince the customer to go in for passport and formalities be

completed, should the customer get convinced.

10) Now, the customer should be taken to the documentation

assistant, to complete the formality of T.R, P.R., Insurance cover

note, Invoice, Sale letter and gate pass issuance etc. A copy of

Invoice is given to the customer, if he/she demands (in norm all

course the customer gets these document on the next working day).

With gate pass the customers be brought the passport executive for

issuance of service book and warranty card.

The customer should be now taken to the workshop again and he

should be introduced to the work manager who will brief him/her on the

service matter during under warranty, post warrant and PMS. By this

time, the motorcycle with the key will be handed over congratulating

him/her on possessing a world class product.

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AWARDS & ACCOLADES:

Awards and Recognition to Hero Honda Motors Limited:-

2005

• Consumer Awards 2005 - India's most preferred two-wheeler

brand by CNBC in the 'Automobiles' category

• Bike Maker of the Year Award by Overdrive Magazine

• ICWAI National Award for Excellence (Second) in Cost

Management 2004 in the private sector category by ICWAI

• 10th Motilal Oswal Wealth Creator Award for as the most

consistent wealth creator for the period 1991-2005

2004

• Winner of the Review 200 – Asia’s Leading Companies Award

(3rd Rank amongst the top 10 Indian companies)

• GVC Level 1 (Highest Rating) by CRISIL for corporate

Governance

• Adjudged as the Best Value Creator – Large Size Companies 2003-

04 by the Outlook Money

• Corporate Excellence Award 2004 by Indian Institute of Materials

Management

• Adjudged as the Organization with Innovative HR Practices by HT

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 • ICSI National Award for Excellence in Corporate Governance

2004 by the Institute of Company Secretaries of India

2003

• Winner of the Review 200 – Asia’s Leading Companies Award

(3rd Rank amongst the top 10 Indian companies)

• Most Respected Company in Automobile Sector by Business

World

Bike Maker of the Year by Overdrive Magazine

HERO HONDA PASSPORT PROGRAMMER:

The Hero Honda passport is an initiative design especially for

customer .A first of its kind “customer Relationship program” in the India

two wheelers industry this unique program is way of the saying that

customer are special to company. It is part of an effort to build strengthen

the relationship between company that begins when customer start using

a Hero Honda motorcycle.

ORGANISATION PROFILE
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SHRI VENKATESH AUTOMOTIVES: AUTHOURIESED DEALEARS OF

HEROHONDA GULBARGA

STARTED : JUNE- 2000

FOUNDER : KRISHNARAJ.B.KULKARNI

TURNOVER OF 2008-2009: 25 CRORES

SALES OF 2008-2009: 7500 MOTERCYCLES

ADDRESS : SHRI VENKATESH AUTOMOTIVE

STBT ROADGULBARGA-585105

KARNATAKA

PH: 08472-229366 ,260341

ORGANISATION CHART
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 Chair person
(partners)

General Manager

Accounts Spar Part Sales Department Servicing

Department Department Department

Sales Executives Work Manager

Work supervisor

Head Mechanics

Mechanics

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 WORK ALLOCATION CHART

Work Manager

Front Officer Work Shop Washing Delivery

Supervisor Supervisor Supervisor Supervisor

Team A
Name

Team B
Name

Team C
Name

Warranty In charge

Service Follow-up Passport program Computer

(post service follow- in charge Operator
up)

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ORGNISATION DEPARTMENTS

 Sales Department

 Service Department

 Delivery Department

 RTO work Department

 Spare part Department

 H.R. Department

SALES DEPARTMENT:

In this department all the matters regarding sales& purchases are

handled. Here sales executive meet the customer & brief them with the all

the details required information.

Here sales executive gives quotations, brief description about the required

bike model.

SERVICE & REPAIR DEPARTMENT 56

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 Work Manager

Work Supervisor

Head Mechanics

M/C
C
M/C M/C M/C M/C
C

In this department all the matters regarding service & repair are taken

care. This department is well structured work supervisor address the

problem & gives the customer delivery time then he passes the work slip

to head mechanic. Then head mechanics distributes the work with the

mechanics teams. And problem salving process is carried out.

Delivery Section:

In this section delivery of new bikes are given to the customers. Here

order is received by delivery section in charge were he cross checks the

document produced by the customer then he gives the keys of the bike to

the customer.

Here customer can have test ride of bikes & can select the bike.

RTO work department: 57

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In this department all the matters regarding issuing of temporary

registration, temporary insurance, temporary passing of new bikes are

handled. All the necessary paper work required for temporary passing is

handled in this department.

Spare part department:

In this department spare part required by mechanics are stored. And

issued on requirement of the mechanics when necessary.

In this department large stock of Hero Honda spare part are stored to

avoid customer inconvenience.

HUMEAN RESOURSES:

In this department maintain the all human bodies. And select the

employee.

Research Proposal

The research will be conducted to gather information from 100

respondents & a structured questionnaire will be used to collect the

information from the respondents. The data which is collected from them

will be analyzed and classified.

Title

A study on the post sales service of the Hero Honda Motor Cycle

on customer satisfaction at Venkatesh automotives Gulbarga to improve

quality of service.
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Management problem

To determine the customer satisfaction level towards the services

of to Venkatesh automotives Gulbarga improve their quality of services.

Research Problem

In this the research problem is to understand whether the customers

are satisfied with their services or not. If not then to find how they can

improve their service quality to satisfy their customer.

Objective

• To analyze various post sales service provided by Venkatesh

Automotives

• To determine customer satisfaction level based on post sales

service provided.

• To understand the behavior of the staff with customers.

• To suggest measures to improve customer satisfaction and improve

quality of service.

Sources of data

Primary data: This data will be collected directly from

respondents by personnel interview through questionnaire.

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 Secondary data: This data is generally developed and published

for some purpose other than for helping to solve the problem at hand. In

this study the secondary data is collected from interaction and discussions

with officials At Venkatesh Automotives Authorized dealers @

Gulbarga. & also this data collect from Magazines, Websites of the firm

Hero Honda.

Questionnaire

A structured questionnaire will designed to collect the data from

the respondents. Before collecting the data a pilot survey of 10

respondents will be done to know the accuracy of the questionnaire and to

know the questions which can be easy to understandable by the

respondents. After this survey the corrections will made. And used to

collect information from 100 respondents from various areas in Gulbarga

city.

Method of Sampling

Population: Individuals who buy Hero Honda motor Cycles

fromVenkatesh Authorized Dealers

Sample Frame: Individuals who buy Hero Honda motor Cycles from

Venkatesh Authorized Dealers

Extent: Gulbarga
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Time/Period of the study: 15-06-2009to 15-08-2009.

Sample unit: Individuals (Businessman, Students, Professionals,)

Sample Method: non-probability sampling, Convenience sampling

method.

Sample size: 100 respondents.

Measurement Technique

During this research questionnaire is used as measurement

techniques for obtaining information directly from the respondents.

Analysis of the Data

In this study the relationship between independent variable and

independent variables are expressed in the form of percentage of the total

population and the data is analyzed by using SPSS Software.

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 62

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Q1. Do you own a Hero Honda Motorcycle?

Models Respondent Percentage (%)

Splendor 36 36%
Passion 32 32%
CBZ 10 10%
Other 22 22%
TOTAL 100

PERSENTAGE

40 36
32
30
22
20
10
10
0
spl pass CBZ Others

Interpretation

As from the above graph it is clear that all 100 respondents are

having different Hero Honda bikes. 63

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Q2. Do you come for service with appointment?

Respondent percentage%

with opp 65 65%

without opp 35 35%

80
65
60

40 35
PERSENTAGE
20

0
with opp without
opp

Interpretation

The above graph clearly shows that 65% of the respondents come

for servicing of their Hero Honda bikes with prior appointment and

remaining 35% of the respondents come without prior appointment.

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Q3. Are you aware of total number of free services offered by Venkatesh
Dealers?

Respondent percentage%
YES 94 94%
NO 4 4%
Total 100

PERSENTAGE

96
100

50
4
0
YES NO

Interpretation

From the above graph its clear that maximum number of the

respondents that is 96% of the respondents are aware about the total

number of free services offered by and only 4% of the respondents don’t

know or unaware about this.

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Q4. Do you know the various sub services provided during free services?

Respondent percentage%
YES 78 78%
NO 22 22%
Total 100

PERCENTAGE%

78
80
60
40 22
20
0
Yes No

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 78% of respondents are

aware about various sub services provided in each free service. Only 22%

of respondents are unaware about various sub services.

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Q5. How was the approach of the staff during services?
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 Respondent percentage%
Excellent 20 20%
Good 29 29%
Fair 49 49%
Bad 2 2%

PERSENTAGE

49
50
40
29
30
20
20
10 2
0
Exelent Good Fair Bad

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 49% of respondents are

feel that the approach of the staff during service is Fair that is not

satisfactory or dissatisfactory. And 29% of the respondents feels that the

behavior the staff is good and 20% of the respondents feels that the

behavior is excellent and remaining 2% are feels it is bad.

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Q6. Did they deliver your vehicle on time?

Respondent percentage%

Yes 39 39%

No 61 61%

Total 100

PERSENTAGE

80 61
60 39
40
20
0
Yes No

Interpretation

The above graph clearly shows that 61% of the respondents have

not get their bike on time that is they did not get timely delivery and

remaining 39% of the respondents feels that they have got timely

delivery.

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Q7. During servicing of your vehicle all your complaints were addressed
properly?

Respondent percentage%

Yes 96 96%

No 4 4%

Total 100

P E RS E N TA G E

96
100

50
4
0
Y es No

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 96% of respondents are

satisfied with respect to addressing their problems or solving their

problems.

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Q8. Which factors you will consider most while giving your vehicle for
service at Venkatesh Automotives?

Respondent Percentage%
Good Service 50 50%
Timely Delivery 20 20%
Staff Behavior 12 12%
Availability of spare parts 18 18%
Total 100

P E RS E NTA G E

50
50
40
30
20 18
20 12
10
0
GS TD SB ASP

Interpretation

As from the above graph its seem that the various factors they

consider while giving their bikes for servicing. 50% of respondents

consider good service and 20% of respondent consider timely delivery

and 12% consider the staff behavior and remaining 18% consider

availability of spare parts.

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9. I am satisfied with the after sales services provided at Venkatesh
Automotives?

Respondent Percentage%
Completely 16 16%
Satisfy 64 64%
Fair 16 16%
Dis satisfy 4 4%
Total 100

PERSENTAGE

80
64
60
40
20 16 16
4
0
compl sat fair Dis sat

Interpretation

As from the above graph its seem that maximum number of the

customers of the Venkatesh Automotives that is 64% of respondents

satisfied with the post sales service of the Venkatesh Automotives and

16% of respondents completely satisfied and 16% of the respondents

feels the post sales service is fair and remaining 4% of the respondents

are dissatisfied.
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Q10. The paid service at Venkatesh Automotives is?

Respondent Percentage%

Cheap 16 16%

Moderate 62 62%

Costly 22 22%

Total 100

PERSENTAGE

80
62
60
40
22
16
20
0
cheap moderate costly

Interpretation

As from the above graph its seem that 62% of the respondents feels

that the paid service at Venkatesh Automotives is moderate and 22%

feels the paid service is costly and remaining 16% of the respondents feel

the paid service is cheap.

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Q11. Do you want to prefer for future paid service at Venkatesh
Automotives?

Respondent Percentage%

Yes 48 48%

No 52 52%

Total 100

PERSENTAGE

52
52

50
48
48

46
Yes No

Interpretation

The above graph clearly shows that 48% of the respondents wants

to give or prefer future paid service at Venkatesh Automotives and

remaining 52% don’t prefer future paid service.

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Findings

1. In this survey it was found that 96% of the respondents in

Gulburga are aware about total number of free services which are

providing by Venkatesh automotives.

2. In this it was found that 78% of the respondents unaware about

total number of sub services which have given in each free service.

3. From the survey it was found that 49% of the respondents feels that

the behavior of the staff during the service is fair that is nor

satisfactory or dissatisfactory.

4. In this it was found that 61% of the respondents did not get their

bikes delivery on time.

5. In this survey it was found that 96% of the respondents are

satisfied with respect to addressing their complaints. This indicates

that in Venkatesh automotives proper care has given on solving

customer problems.

6. It was found in the survey that 64% of the respondents satisfied

with the post sales service of the Venkatesh automotives. This

shows that the overall performance of the Venkatesh automotives

is good.

7. In this survey it was found that the 62% of the respondents feels

that the cost of paid service is moderate.

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 Suggestions

1. Maximum number of the respondents is unaware of the total

number of sub services which Venkatesh automotives are

providing. So it is suggest that in Venkatesh automotives service

station they should stick a pamphlet or hoarding which gives

information about sub services.

2. Nearly half of the respondents feel that the behavior of the staff is

fair. So it suggests that the behavior is also a part of the service so

the staff member should behave well and maintain good

relationship with the customers to improve their service quality.

3. More than half of the respondents did not get delivery of bikes on

time. This shows that customers are not satisfied with

4. respect to this. So it suggests that maintain timely delivery of their

bikes to satisfy the customers.

5. Maximum numbers of respondents believe that the paid service at

Venkatesh automotives is moderate and nearly half of them don’t

want to give their bikes for paid service because they did not find

any difference between local garages and in their service station.

So is suggesting them to give advertisement with regards to paid

services.
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 SUMMARY:-

The Indian two wheelers industry has grow from a meager 900

vehicles in 1950 to a staggering figure of over 1.5 million vehicles in

1988.

The group of India enters into collaboration with Honda group of

Japan on January 19, 1984 and started with the name of Hero Honda a

successful two wheelers manufacturing company in four stroke vehicles.

The Hero Honda company is having 11 different verities of

products as fallows;

Splendor+, Karizma, CBZ Extreme, Achiever, Passion +, CD-Down,

Pleasure, Super Splendor, Glamour, CD Deluxe, Achiever.

The research conducted in the realm of two wheelers reflects that

the total respondents 100 per cent sample respondents own Hero Honda

brand vehicles.

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 CONCLUSION

The Hero Honda is the No.1 two-wheeler company in India which

produces wide variety of products with different models, aesthetics etc,

by which it has captured a large market share in two-wheeler market.

From this survey it was found that the overall performance of the

Venkatesh automotives is good. And maximum numbers of the customers

are satisfied with their post sales service.

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 78

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Questionnaire

This is an anonymous survey

(Please do not mention your name)
Dear Respondent,

Thanking in Advance.
Please tick ( ) mark for answer.
1. Do you own a Hero Honda motor cycle?
(1)Yes (2) No

2. If yes which model?

3. How often you go for servicing?

4. Do you come for service with appointment?

(1)With appointment (2) without
appointment

5. Are you aware of total no of free services offered by

Venkatesh Automotives?
(1) Yes (2) No

6. Do you know the various sub services provided during free

services?
(1) Yes (2) No
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7. How was the approach of the staff during services?
(1) Excellent (2) Good (3) Fair
(4) Bad (5) Very bad

8. Did they deliver your vehicle on time?

(1) Yes (2) No

9. During servicing of your vehicle all your complaints were

addressed properly?
(1) Yes (2) No

10. Which factor you will consider most while giving your

vehicle for service at Venkatesh?

(1) Good service (2) Timely Delivery

(3) Staff Behavior (4) Availability of spare

(5)others

11. I am satisfied with the after sales service provided at

Venkatesh Automotives?
(1) Completely satisfied (2) satisfied
(3) Fair (4) Dis satisfied
(5) completely dis satisfied.

12.If you are not satisfied? Give reasons

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13. The paid service at Venkatesh is?

(1) Cheap (2) Moderate (3) Costly

14. Do you want to prefer for future paid services at Venkatesh

Automotives?
(1) Yes (2) No

15.If No why? Give reasons

16. Any suggestions to improve quality of service at Venkatesh

Automotives?

BIBLIOGRAPHY

REFERENCE BOOKS
1. MARKETING RESEARCH
Tull and Hawkins.
2. CONSUMER BEHAVIOR
Schiffman & Kanuk

WEBSITE
1. www.herohonda.com. 81

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2. www.google.coms

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