GENERAL INTRODUCTION

1) INDIAN AUTOMOBILE INDUSTRY PROFILE

In India there are 100 people per vehicle, while this figure is 82 in china. It is expected that India automobile industry will achieve mass motorization status by 2014.

Introduction

Since the first car rolled out on the streets of Mumbai (Bombay) in 1898, the Automobile Industry of India has come a long way. During its early stages the auto industry was overlooked by the government and the polices were also not favorable. The Liberalization police and various tax reliefs by the Govt. of India in recent years have made remarkable impact on Indian Automobile industry. Indian auto industry, which is currently growing at the pace of around 18% per annum, has become a hot destination for global auto player like Volvo, general motors and ford.

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HISTORY
The automobile history dates back to the late 18th century. Nicolas Joseph Cugnot, a French engineer is credited with inventing the first self-propelled automobile. Cugnot's vehicle used steam power for locomotion. The vehicle found military application in the French army. Cugnot's automobile was never commercially sold. In the beginning automobile industry was dominated by steam-powered vehicles. The vehicles were expensive and difficult to maintain. The incidence of frequent boiler explosions also kept potential purchasers away. Commercial history of automobiles started with the invention of gasoline powered internal combustion engines. The German inventor, Karl Benz constructed his first gasoline powered vehicle in 1885 at Mannheim, Germany. Commercial production of Benz cars started in 1888. Levassor of France was the first company to exclusively build and sell motor cars from 1889. The early 1900s saw many automobile manufacturing companies coming into existence in a number of European countries and the United States. The first mass produced automobile in the United States was the curved-dash Oldsmobile. It was a three-horsepower machine and sold 5,000 units by 1904. The economics of the US car market was disrupted by the arrival of Henry Ford and his Model T car. The Model T was the world's first mass produced vehicle- a million units were sold by 1920- a space of 10 years.

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INDIAN AUTOMOBILE INDUSTRY:Indi¶s automobile sector consist of the passenger cars and utility vehicles, commercial vehicles, two wheelers and tractors segment. The total market size of the auto sector in India is approximately Rest 540 billion and has been growing at around 8 percent per annum for the last few years. Since the last four to five years, the two wheel segment has driven the overall volume growth on account of the spurt in the sales of the motorcycle. However, lately the passenger cars and commercial vehicles segment has also seen a good growth due to high discount lower financial rate and pickup in industrial activity respectively. The automobile industry is fairly concentrate as in most of the segment two or three players has cornered a major chunk of the total sales. For instance in passenger car segment, MUL, Tata Motors and Hyundai motors control around 85% of the total annual sales. Similarly, in the two wheelers segment the sales volume of Hero Honda, Bajaj auto and TVS motors constitute around 80% of the total sales and in the commercial vehicle segment the market leader Telco controls around 56% of the total annual sales. The auto components industry on the other hand is highly fragmented through there are dominate players in some of the critical segment.

Outlook
The expected rise in income levels, wide choice of models and easy availability of finance at low interest rates will drive growth in passenger cars segment, which is likely to be over 12 percent per annum for a next four to five years. Two wheelers growth is likely to marginally slow down, but still grow at an average annual growth rate of around 10 percent. The commercial vehicles segment is likely to grow at a rend rate of 6-8 percent driven mainly by the increase in industrial and economic activity on account of the expected growth in the economy, though annual growth rates may fluctuate widely with the cyclical ups and downs of the economy. Tractor industry growth is likely to turnaround and posts a growth in volume in 2005-06. However, it will likely to turnaround and posts a moderate growth of around 4-5 percent annual growth rate over the medium term.

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etc«. Customer satisfaction Page 4 .Scope of Indian automobile sector The Indian automobile industry is going through a phase of rapid change and high growth. Nearly every automobile company is investing at a higher rate than ever before to achieve a high growth trajectory.000 crores. The overall investment in the sector has been increasing quite rapidly. With the new project coming up on a regular basis the industry is undergoing technological change. It is expected that by the end of the 2011 Indian automobile sector will be investing a huge amount 40. The major players are expanding their plants and focusing on mass customization. mass production..

THE KEY PLAYER IN INDIAN AUTOMOBILE INDUSTRY ARE:y y y y y y y y y y Maruti Udyog Limited Hero motors limited Tata groups Bajaj Auto limited Mahindra group Ashok Leyland Yamaha motors India Hyundai motors India limited Toyota kirloskar motors privates limited Honda Siel cars India limited Customer satisfaction Page 5 .

UK." Established in 1945. and among the top three in passenger vehicles with winning products in the compact. Tata Motors manufactures HCV. with consolidated revenues of Rs. midsize car and utility vehicle segments.9 million Tata vehicles ply on Indian roads. Global operations .000 employees are guided by the vision to be "best in the manner in which we operate. Tata Motors' presence indeed cuts across the length and breadth of India. It is the leader in commercial vehicles in each segment. Following a strategic alliance with Fiat in 2005. Tata Motors Limited is India's largest automobile company. Pantnagar (Uttarakhand) and Dharwad (Karnataka). and best in our value system and ethics. Pune (Maharashtra). South Korea. World¶s second largest bus manufacturer.519 crores (USD 20 billion) in 2009-10. TML .Mumbai. best in the products we deliver. and the world's second largest bus manufacturer. since the first rolled out in 1954. services and spare parts network comprises over 3500 touch points. The Company is the world's fourth largest truck manufacturer.world's fourth largest truck manufacturer.2) Company profile A) Background and inception of the company Company Profile Tata Motors Limited 2 Headquarters . TML is currently headed by Ratan Tata. LCV. Thailand and Spain. The Company's manufacturing base in India is spread across Jamshedpur (Jharkhand). The Company's dealership. it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. Tata Motors also distributes and markets Fiat branded cars in India. The Company's 24. Customer satisfaction Page 6 . 92. Lucknow (Uttar Pradesh). sales. MUV and Military Vehicles. The Company is establishing a new plant at Sanand (Gujarat). Passenger cars. Over 5.

the Middle East. established through exports since 1961. 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. Thailand and Spain. and the ability to translate them into customer-desired offerings through leading edge R&D. Hispano's presence is being expanded in other markets. With over 3. the Company's Engineering Research Centre. it acquired the Daewoo Commercial Vehicles Company. Through subsidiaries and associate companies. Among them is Jaguar Land Rover. In 2006. It was Tata Motors. It has franchisee/joint venture assembly operations in Kenya. Tata Motors has operations in the UK. a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. South East Asia. The Company's commercial and passenger vehicles are already being marketed in several countries in Europe. Spain. Dharwad in India. and the UK. has also emerged as an international automobile company. Jamshedpur. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. a business comprising the two iconic British brands that was acquired in 2008. and in South Korea. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck.000 engineers and scientists. Africa. has enabled pioneering technologies and products. established in 1966. South Asia and South America. South Korea's second largest truck maker. which developed the first Customer satisfaction Page 7 .Tata Motors. The foundation of the Company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs. the first Company from India's engineering sector to be listed in the New York Stock Exchange (September 2004). and subsequently the remaining stake in 2009. Tata Motors is also expanding its international footprint. Russia. Tata Motors formed a joint venture with the Brazil-based Marcopolo. a reputed Spanish bus and coach manufacturer. In 2005. with the Xenon having been launched in Thailand in 2008. In 2006. Lucknow. Tata Motors acquired a 21% stake in Hispano Carrocera. Ukraine. Senegal and South Africa. The Company today has R&D centres in Pune. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market. Bangladesh. In 2004. while also exporting these products to several international markets. South Korea.

in India in March 2009. as planned. Its safety performance exceeds regulatory requirements in India. carrying capacity. The lean design strategy has helped minimise weight. in keeping with its pioneering tradition. which India and the world have been looking forward to. In January 2008. speed. they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost. operating economy and trims. it has a roomy passenger compartment with generous leg space and head room. India's first indigenously developed mini-truck. In 2005. The standard version has been priced at Rs. the Tata Indica. Tata Indica became India's largest selling car in its segment. India's first Sports Utility Vehicle and. Customer satisfaction Page 8 . A development. Designed with a family in mind. In terms of overall pollutants. Within two years of launch. which helps maximise performance per unit of energy consumed and delivers high fuel efficiency. in 1998. Its mono-volume design will set a new benchmark among small cars. Tata Motors unveiled its People's Car.100. Tata Motors introduced ushered in a new era in the Indian automobile industry. In May 2009. In their power. It can comfortably seat four persons.000 (excluding VAT and transportation cost). Tata Motors created a new segment by launching the Tata Ace. Tata Motors is equally focussed on environment-friendly technologies in emissions and alternative fuels. It has also been implementing several environment-friendly technologies in manufacturing processes. significantly enhancing resource conservation. The high fuel efficiency also ensures that the car has low carbon dioxide emissions. India's first fully indigenous passenger car. the Nano brings the comfort and safety of a car within the reach of thousands of families. Its tailpipe emission performance too exceeds regulatory requirements.indigenously developed Light Commercial Vehicle. thereby providing the twin benefits of an affordable transportation solution with a low carbon footprint. The Tata Nano has been subsequently launched. which signifies a first for the global automobile industry. It has developed electric and hybrid vehicles both for personal and public transportation. the Tata Nano. by unveiling its new range of world standard trucks called Prima. it has a lower pollution level than two-wheelers being manufactured in India today.

conserving water and creating new water bodies and. construction equipment manufacturing. In health. and automotive retailing and service operations. They range from schools to technical education institutes to actual facilitation of income generation. The goal of environment protection is achieved through tree plantation. Tata Motors today is etching a refulgent future. last but not the least. With the foundation of its rich heritage. Tata Motors is committed to improving the quality of life of communities by working on four thrust areas ± employability. health and environment. automotive vehicle components manufacturing and supply chain activities. by introducing appropriate technologies in our vehicles and operations for constantly enhancing environment care. Customer satisfaction Page 9 . The activities touch the lives of more than a million citizens.Through its subsidiaries. high-precision tooling and plastic and electronic components for automotive and computer applications. education. the Company is engaged in engineering and automotive solutions. The Company's support on education and employability is focussed on youth and women. our intervention is in both preventive and curative healthcare. machine tools and factory automation solutions.

5% in the passenger cars segment.63 crores with operating profits of Rs 728. Jamshedpur in the East. The company has reported revenues of Rs 6404. utility vehicles and passenger cars and the Lucknow unit produces MCVs. tractor-trailers. Tata Sumo and Tata safari. People are also becoming more aware of the myths that surrounded diesel vehicles and are realizing that most myths are false. Tata Indigo. mixers and special purpose vehicles. Diesel cars are becoming a more popular and feasible option these days due to the continuous rise in the price of petrol. opened the first Jaguar and Land Rover showroom in Mumbai and long with the Fiat Linea.0 crores. Some of the well known cars manufactured by Tata Motors are: Tata Indica. Fiat 500 and the Palio.4% in the commercial vehicles segment and 12. In May 2009 the company unveiled its new range of world standard trucks comprising multi-axle trucks. Tata Sumos along with a number of spare parts. Intact it is among the country's top ten hottest selling diesel cars due to Customer satisfaction Page 10 . Tata Motors is a very significant contributor to the automobile industry in India. the company commenced the distribution of the Fiat Grande Punto in June 2009. Tata manufactures all its cars in both the petrol and diesel versions but the Tata Indica V2 stands out as one of the most preferred diesel cars in the country. tippers.120 vehicles in 2009 and exports of 5220 vehicles across the globe it has managed to bag a current market share of 67. the Pune unit caters to the production of Medium Heavy Commercial vehicles and Heavy Commercial Vehicles. engines and axles. With a domestic sales record of 122.B) NATURE OF THE BUSINESS CARRIED Tata Motors in one of the major players of the automobile manufacturing companies in India. Pune in the West and Lucknow in the North and all three manufacturing units specialize in the manufacturing of different automobile like Jamshedpur unit produces trucks. The company continues to upgrade its resources to leverage emerging opportunities be it in the commercial vehicles segment or passenger cars segment. In the passenger cars segment the company launched the much awaited Tata Manza . Tata Indigo Marina. It has three different manufacturing units in India they are.

In February 2010. Tata Trucks are amongst the most sought-after heavy commercial vehicles (HCV) in India. Products of Tata Motors Limited ± the largest automobile companies in India with a consolidated revenues of Rs. 938. UK.938. Tata Motors Limited aims at delivering improved and environmentally sound technology for a better tomorrow. Land Rover. but also by its services.238 against the growth registered in 2008-09.85 crores (in 2008-09).70.85 crores registered in FY 2008-09. For the FY 2009 . Tata Motors Limited has industrial tie-up with Jaguar Land Rover. It's also the leading player in the list of TNS TruckTrak 2006 Customer Satisfaction Study in Trucks. Tata Motors Group's international sales witnessed a growth of 59% against the figures of February 2009. Hispano Carrocera and Jaguar. Established in 1945. Dharwad. Pune.2010. Since then.768 units are Tata Daewoo. 70. The products which registered sales of 89. Customer satisfaction Page 11 .6 lakhs. Tata Motors is the biggest automobile firm of India with combined profits of Rs. it first rolled out its vehicle in 1954.its exceptional performance of 14 kmpl and a price tag of just Rs 2. and Lucknow. a joint venture between two renowned British trademarks. The group has spread its operations in international markets such as Thailand. Another plant is coming up at Sanand in Gujarat With 2% of annual turnover being spend on research and development activities. Spain and South Korea with the support of its associate firms. Pantnagar. Among many of its sub-ordinates. the aggregate sales were higher by 17% and stood at 771. Tata passenger vehicles. The group has recently established two domestic Engineering Research Centres in India that constitutes licensed Crash Test service. It has its manufacturing units located in various locations across the country including Jamshedpur. Tata Motors is the fourth largest truck manufacturers in the world. more than 4 million Tata vehicles run on the Indian roads. Tata Trucks not only outplayed its competitors by its qualities.

444 units. Standing tall at the first position in terms of commercial vehicles and third in passenger vehicles. in the world Customer satisfaction Page 12 .905 units. while Land Rover sales went 62% higher at 13.118 units respectively.660 units and 47. the collective Jaguar Land Rover sales for 2009-10 declined by 16% and stood at 170.120 units and 406. it is the fourth and second biggest.197 units. Collective Commercial vehicles and passenger vehicles sales for FY 2009-10 are 365.Commercial vehicles and passenger vehicles sales in February 2010 were 42. In terms of truck and bus manufacturing. Jaguar Land Rover international sales witnessed 55% growth in 2010 at 17. Tata Motors delivers more than 4 million vehicles for its domestic customers. However.108 units respectively. It can also be translated as 70% growth in the commercial vehicles sales and 50% in passenger vehicles sales. respectively.

and through this build a company that provide its shareholders with superior return." The vision statement of Tata Motors Limited. and best in our value system and ethics. is to be "best in the manner in which we operate. mission and quality policy:- Vision:The vision statement of Tata Motors is "Best in the manner in which we operate. India's largest automobile company." ³To evolve into a world class Indian car brand´ Mission:³To provide passenger vehicles that offer customers exceptional value. best in the product we deliver and best in our value system and ethics.C) Vision. best in the products we deliver." The vision statement of Tata Motors is "Best in the manner in which we operate. best in the product we deliver and best in our value system and ethics. Customer satisfaction Page 13 . and is seen by society and other stakeholders as a valuable contributor to their development´ Shareholders:To consistently create shareholder value by generating returns in excess of weighted average cost of capital (WACC) during the upturn and atlest equal to weighted average cost of capital (WACC) during the downturn of the business cycle.

involving all our employees. Delivery and cost " We are committed to create value for all our stakeholders by continually improving our systems and process through innovation.Customer:To strengthen the Tata brand and create lasting relationships with the customers by working closely with business partners to provide superior value for money over the life cycle EMPOYEES:To create a seamless organization that incubates and promotes innovation. To take a holistic approach toward environment protection Quality policy:" We shall strive to deliver products to meet and exceed Customer expectations of Quality. excellence and the Tata core values. Customer satisfaction Page 14 . VENDER AND CHANNEL PARTNERS:To foster a long ±term relationship so as to introduce a broad range of innovative products and services that would benefit our customer and other stakeholders. This policy shall form the basis of establishing and reviewing the Quality Objectives and shall be communicated across the organization. COMMUNITY:To proactively participate in reshaping the country¶s economic growth. This policy will be reviewed to align with business direction and to comply with all the requirements of the Quality Management Standard.

D) Product profile:- Product Profile Tata Motors Limited y Passenger Cars & Utility vehicles Tata Sumo/Spacio Tata Safari Tata Indica Tata Indigo Tata Winger Tata Magic Tata Nano Tata Xenon XT Tata Xover (2009) Tata Manza (2009) y Commercial Vehicles are Tata Ace Tata Starbus Tata Globus Tata Marco polo Bus Tata Novus Tata 407 EX Military Vehicles Tata LSV Tata 407 Troop Carrier Tata Winger Passenger Mini Bus Customer satisfaction Page 15 .

y Defence Vehicles Tata 407 (4 x 4) Soft Top Troop Carrier Tata LPT 709 E Hard Top Troop Carrier Tata LPTA 1621 TC (6 x6) Tata LPTA 1615 TC (4 x2) Tata SD 1015 TC (4 x4) Tata 407 / (4 x2) Hard Top Troop Carrier Tata LPTA 1615 TC (4 x 4) Tata LPTA 713 TC (4 x4). Customer satisfaction Page 16 .

World¶s second largest bus manufacturer. Pune (Maharashtra). Tata motors a growing global footprint and has established itself in market across the world as one of the world¶s most prestigious auto brands. Pantnagar (Uttarakhand) and Dharwad (Karnataka). This means that the entire products manufactured by the company are sold in various markets. With subsidiaries in south Africa. it aspire to be globally renowned in utility vehicles. it has set up an industrial joint venture with Fiat Customer satisfaction Page 17 .UK. South Korea. Following a strategic alliance with Fiat in 2005.E) AREA OF OPERATION:The kind of market segmentation followed by Tata motors is fully market coverage. Lucknow (Uttar Pradesh). Europe and strong presence in over 15 countries .world's fourth largest truck manufacturer. The emphasis is now on establishing a solid local presence in these countries as this was the key to long-term success and building trust with the customer. Thailand and Spain. TML . a) Global b) National c) Regional Global:Global operations . NATIONAL:The company's manufacturing base in India is spread across Jamshedpur (Jharkhand).

Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. services and spare parts network comprises over 3500 touch points. sales. REGIONAL:The company also operates within the local market. The company is establishing a new plant at Sanand (Gujarat). Tata Motors also distributes and markets Fiat branded cars in India. Customer satisfaction Page 18 . The company's dealership. It has dealers within Gujarat . here the dealers ultimately reach the customers.

comprising himself and Mr.F) Ownership pattern:The Board. Through the governance mechanism in the Company. Mr. Tata Motors has adopted the Tata Business Excellence Model (TBEM) as a means of driving excellence. Tata Motors has ensured that its corporate governance practices are compatible with the international standards. They have delegated appropriate powers to the Managing Director and Executive Directors to look after the day to day affairs of the Company. being elected by the shareholders. The Company has a Non-Executive Chairman and the day-to-day operations of the Company are overseen by the Chairman. The relationship between the Board. the Board alongwith its Committees endeavors to strike the right balance with its various stakeholders. The role of the Chairman and the Managing Director (CEO) are distinct and separate. Customer satisfaction Page 19 . The Board therefore has a fiduciary relationship and a corresponding duty to all its stakeholders to ensure that their rights are protected. a Balanced Score Card methodology is used. as well. In order to track process on longterm strategic goals. the Committees and the senior management functions is illustrated below: Being a global player. R Gopalakrishnan. Ratan N Tata as a member of the Committee of Directors. is a representative of the Company¶s shareholders and is a bridge between them and the executive management. This enables the Company to go beyond financial performance to incorporate considerations of environment and society.

The information regarding the performance of the Company is shared with the shareholders every six months through the half yearly communiqué and each year through the Annual Report. Customer satisfaction Page 20 . The Company also regularly posts the information as specified under Clause 41 of the Listing Agreement on the Electronic Data Information Filing and Retrieval System (EDIFAR) launched by Securities and Exchange Board of India.Shareholders & Government There are several means that have been established to facilitate two-way process of communication between the stakeholders and the Board of the Company. The Quarterly/Half Yearly/Annual results are regularly submitted to the Stock Exchanges in accordance with the Listing Agreement and are published in the newspapers and posted on the Company¶s web-site.

Maruti as well as multinational brands like Toyota and Chevrolet. It has faced controversy over developing the a×Nano¶s.A company in the same or similar industry which offers a similar product or service -LEADERSHIP WITH TRUST H) INFRASTRUCTURAL Customer satisfaction Page 21 . Ashok Leyland. Tata's biggest competitor in the Indian heavy commercial vehicle market 20 Any person or entity which is a rival against another.G) COMPETITORS: - COMPETITORS Tata Motors relies heavily on its sales in India. Tata Motors now faces stiff competition from fellow compatriots like Mahindra.

. India's leading automaker . ranked first in India in 2008. y Tata Motors launches µNano¶ . Acquisition of Jaguar and Land Rover in 2008.. 'Golden Peacock Environment Management Award' in 2003. Their revolutionary car. Tata Motors . has won gold prize at 2010 Edison Awards. Tata Motors' Jaguar Won Asian Guild's Enterprise 2010 award. The Lucknow unit of Tata Motors Limited has won the "Best of All" awards for 2009. has won the 'Golden Peacock Award' for Corporate Social Responsibility y 2 Sep 2006 ... Nano. 2 Dec 2010 .India¶s first fully indigenous passenger car.. Sierra . Milestones : y y y y y Milestones Tata Motors Limited Indica ..The People's Car in 200 Customer satisfaction Page 22 . y y Tata Motors' today said its small car 'Nano' has received the good design award for 2010 5 May 2010 . Tata Motors bagged the prestigious 'CII-EXIM Bank Award' for business excellence in 2005.Investor Relations.India¶s first sports utility vehicle launched in 1992. Tata Motors gets listed on the NYSE in 2004... . Tata Motors won a gold prize for the development of the low-cost .Tata Motors ranked at 1215. y 9 Nov 2004 . Tata Motors . Forbes Global 2000 list for the year 2005 . y y y y Tata Motors bagged National Award for Excellence in Cost Management in 2006.. Tata Motors' Commercial Vehicle Business Unit (CVBU) has won the CII-Exim Bank Award for Business Excellence for the year 2005...I) Achievement/Award:y y y y Awards Tata Motors Limited 8 India's Most Trusted Car Brand.. Tata Motors acquires Daewoo Commercial Vehicle Company in 2004.

J) WORK FLOW MODEL STAMPING WELDING PAINTING GENERAL ASSEMBLY ENGINE QUALITY PRODUCATION CONTROL Customer satisfaction Page 23 .

recruit.K) FUTURE GROWTH AND PROSPECTS:- In India which are pretended to be arrival for sale to the general public in the near future the company the company. To attract. Customer satisfaction Page 24 . induct and groom young managerial talent for future leadership position in the group. make its position stronger also in premium vehicle segment. plan.

3) MCKENCY¶S 7S MODEL Structure Strategy System Shared Value Skill Style Staff Customer satisfaction Page 25 .

you have to adopt the style of leadership. Skills:. Shared value:.skills are the actual skills of the employee who are working for the company. Customer satisfaction Page 26 . Style:.in system the daily activities and events that staff members join in to get the job done.structure is the way the organization is constructed and who report to whom.shared values are also called ³super ordinate goals´.in staff employees and their general capabilities are included. Structure:. These values are the center values of the company that are evidence in the corporate culture and the general work.Explanation of each element:- Strategy:. System:.strategy is crated to maintain and make competitive benefit over the competition. Staff:.

this type of structure provides a clear and well defined work setting to its employees. Hierarchy of command. A Tata motor has an organization structure that implies centralization of authority at the top departmentalization of jobs.MCKENCY¶S 7S MODEL RELATING TO TATA MOTORS y STRUCTURE:Structure refers to the organization hierarchy. narrow span and intense division of labour. FOLLOWING ARE THE DEPARTMENTS IN TATA MOTORS y y y y y Technical department Production department Human resource department Material department Finance department Customer satisfaction Page 27 . RESPONSIBILTY OF TOP MANAGEMENT IN TATA MOTORS y y y y y Empowerment of people Building excellence throughout the organization Open and transport communication Setting up of performance management system Motivate the manager. which provides information about who reports to whom and how takes are divided and integrated.

y SKILLS One of the important attributes or capability possesses by the organization are skills. Customer satisfaction Page 28 . Communication skill and technical skills 2. Initiative 3. The term skill include those characteristics or strength which most of the people use to describe the company. Style means how manager collectively spend their time and attention and how they used symbolic behavior. The following are skills possessed by Tata motors. The working of management is democratic in style. Tata motor believe that human resource is the single largest factor responsible for more effective utilization of all the other resource. Analytical skills 5. Management is a employee oriented. How the management act its more important then what management say. 1. People sensitivity y STYLE:It refer to the way of working and the reporting relationship. Interpersonal skills 4.

Maintaining and improving quality 3. y Strategy:- It is a coherent set of actions aimed at gaining a suitable advantage over competition. Business intelligence 4. For this purpose the company believes in promoting from within the organization and thereby encourage its people to strive for higher management stability. Whenever the dispute arises it will be settled at the initial stage through mutual discussion between the management and employees. Long standing client relationship Customer satisfaction Page 29 . improving positions and allocating resources. Functional heads takes the day today decisions. Create innovative solution for the future 5. Tata adopts the following other strategy. The main strategy is to ensure maximum utilization of available resources. The set up also allows them to take the advantage of common pool of technical and marketing talent of the highest quality. Adopts dynamic business strategy 2. 1.Tata motors the representative of workers takes active participation in all the managerial activities where the interest of employee are involved.

excel Customer satisfaction Page 30 . reliability of financial reporting. Tata has an adequate system of internal control designed to provide reasonable assurance on the achievement of the objective relating to efficiency and effectiveness of operation. There is a system compliance to follow rules and regulations and for safeguard of assets. innovate. workers and trainees. The people in organization are very dedicated and work towards the improvements of the organization.y System:System refer to the organization methods that are used for the flow of information from one department to other department. they comprise of staff. y Staff:The company is accommodating various employees. y Shared values:- Intensity to win y y Make customer successful Team.

Act with sensitivity y y Respect for the individual Thoughtful and responsible Unyielding integrity y y Delivering on commitments Honesty and fairness in action Customer satisfaction Page 31 .

Tata motors has been aggressively acquiring foreign brands to increase its global presence.4) SWOT ANALYSIS A SWOT analysis is a strategic planning tool used to evaluate the Weaknesses.8 billion) in 2007-07 The company¶s dealership. Customer satisfaction Page 32 . or in a business venture or in any other situation requiring a decision.48 crores(8. Sales. STRENGTHS TATA motors is market leader In automobile industry with high market share. TATA motors employee productivity percentage is higher. Opportunities & Threats involved in a project strengths. The research and development department of tata motors is very strong. 35651. TATA motors company have hugr employee base. Tata motors posses high corporate responsibility. Service and spare parts network comprises over 3500 touch points. TATA motors produce low price car with low fuel consumption. TATA motors is the reputable brand in Indian industry TATA motors limited is india¶s largest automobile company with revenues of Rs.

Domestic sales are not impressive. Manufacturing luxury vehicles to attract corporate segment Joint venture and acquisition in other countries. Incorporate safety features in the vehicles to gain more customer satisfaction and allow the safety cautious people to become the customer of TATA motors. Customer satisfaction Page 33 .Weaknesses Shareholders of TATA motors are not getting much from their investments due to low ROI on shares. The thing which customer not like about TATA motors vehicles is weak safety standards. Opportunities As it is low cost vehicle product so it can take the advantage of this strength to exploit the opportunity by entering into the third world countries. TATA always followed the low cost advantage strategy although the other segment such as luxury car are still untapped.

rubber is rising which also raise the total production cost of vehicle.Threats The prices of material such as steel. plastic. TATA motors has cost advantage over its competitors. Low safety standards Fluctuation in the economic condition Rising prices of petrol. diesel and CNG Customer satisfaction Page 34 .If the competitors will follow the same strategy then it may reduce the sales of TATA motors.

04 12.956.00 7.336.70 4.818.54 0.13 2.251.130.968.17 4.42 0.51 3.120.781.00 11.92 1.91 6.50 2.00 0.302.964.76 2.54 385.00 11.00 0.98 10.81 7.401.24 715.839.836.321.05 0.91 31.647.00 16.10 4.59 2.394.90 0.015. Cr.75 2.89 Mar '07 12 mths 385.00 14.52 5.846.88 1.387.040.77 4.215.869.878.127.15 22.673.742.20 638.012.763.965.477.537.52 14.00 6.029.14 10.909.00 0.67 0.27 2.229.625.935.416.53 6.443.00 10.913.753.117.65 10.39 25.19 2.559.421.81 1.17 6.68 5.56 25.23 Customer satisfaction Page 35 .00 14.51 7.27 6.699.00 10.23 0.02 Mar '08 12 mths 514.888.41 385.05 514.80 4.83 5.894.00 2.513.936.81 26.883.92 11.08 2.45 25.971.423.812.394.203.61 1.259.055.31 16.555.968.87 0.212.58 0.364.80 2.60 0.27 5.00 6.165.41 0.53 290.99 3.064.591.473.570.15 25.32 8.18 535.83 Mar '09 12 mths 570.461.87 382.65 ------------------.18 5.208.37 1.21 18.90 2.61 791.26 2.91 Mar '06 12 mths Application Of Funds Gross Block Less: Accum.17 10.910.391.95 6.07 12.20 10.04 951.5) ANALYSIS OF FINANCIAL STATEMENT:- Balance Sheet of Tata Motors Mar '06 12 mths Sources Of Funds Total Share Capital Equity Share Capital Share Application Money Preference Share Capital Reserves Revaluation Reserves Networth Secured Loans Unsecured Loans Total Debt Total Liabilities 382.73 750.80 13.830.855.07 822.65 7.04 1.60 570.60 8.232.318.55 4.54 3.84 8.458.00 0.14 4.618.00 5.905.645.989.31 5.500.06 0.95 782.280.66 3.15 2.00 6.96 4.39 5.90 7.26 12.26 7.114.in Rs.022.881.77 9.43 18.775.987.95 1. ------------------Mar '07 12 mths Mar '08 12 mths Mar '09 12 mths Mar '10 12 mths 385.080. Depreciation Net Block Capital Work in Progress Investments Inventories Sundry Debtors Cash and Bank Balance Total Current Assets Loans and Advances Fixed Deposits Total CA.831.89 5.818.78 327.87 0.36 1.32 2.877.00 0.75 503.04 7.78 3.881.43 12.954.428.009.91 13.47 7.38 Mar '10 12 mths 8.83 1. Loans & Advances Deffered Credit Current Liabilities Provisions Total CL & Provisions 7.

89 5.94 1.447.02 5.38 3.559.12 8.997.30 Customer satisfaction Page 36 .59 -1.05 14.83 5.590.91 2.64 -7.09 10.Net Current Assets Miscellaneous Expenses Total Assets Contingent Liabilities Book Value (Rs) 1.63 143.181.196.07 240.02 25.473.248.70 -2.185.07 177.923.878.41 14.120.83 202.63 2.00 31.56 0.57 6.009.50 262.22 10.433.591.

This learning about management from practical perspective and about organization as to how it works in management aspects and the polices and procedures.6) LEARNING EXPERIENCE The learning experience in the company was very pleasant. To conclude. The main purpose of the organization study is to make student acquainted with the practical knowledge about the overall functioning of the organization. On the first day of the training . The response and support I got from the management and staff was appreciable. Customer satisfaction Page 37 . During the first week. Totally it was a highly useful training for me in the company. the functioning of the an organization in accordance with the present market trends. The company helped me to know the practicalities. The project period was very informative and useful as it enabled us to have a corporate look over the functioning of each and every department of the company apart from our theoretical knowledge. this project has given me practical exposure in the study of organization. It was a great experience working. it was totally a new experience into the organization.HR manager explained about whole working process of the organization and other departments.

PART-B a) GENERAL INTRODUCTION 1) PROBLEM DEFINITION DEFINITION:In order to carry out the research programmed. A competent researcher will not accept a research. According to researcher¶s viewpoint problem identification represents conversion of the management problem in to research problem. In the case. What people think about it? The main problem is to know how many people are interested in purchasing the TATA MOTORS vehicle. the researcher should know the basic problem. until he understands the problem definit ion is the core of research process. Customer satisfaction Page 38 . As such it denotes the particular most important step to be performed. the topic is to know the ³customer satisfaction towards TATA MOTORS´ the basic problem is to know the satisfaction of the consumer is at present towards the TATA MOTORS.

Customer satisfaction Page 39 . we can know the current position of TATA MOTORS in the market. Also the study will provide detail about the automobile sectors and the position of the company will be known. Through customer satisfaction.2) OBJECTIVES OF THE STUDY:- The main objective of the study can be explained as below:- To know how many persons are willing to buy the TATA MOTORS CAR? To know the different criteria that the customer undertakes while purchasing the cars.

I. different areas.3) SCOPE OF THE STUDY:- Scope of the study is to know the customer satisfaction about TATA MOTORS through of different areas.´ Fred Kerlinger. ³Research is careful inquiry or examination to discover new information or relationships and to existing knowledge. In Surat city.´ . 4) RESEARCH METHODOLOGY ³Research is an organized inquiry designed and carried out to provide information for solving problems. Customer satisfaction Page 40 .e.Francis Rammel.

The question mainly focuses attention on the consumer behavior to fulfill the objective of the study. survey method is used to collect the necessary data in the survey method. Customer satisfaction Page 41 . The respondents are visited personally. The research design will focus attention on the different methods that are used for collection of the data. the personal interview is used to collect the information from the respondents. and questionnaires are used. and the detail information is collected related to the study. In this case. Research design explains the methods that are used for collecting the information.RESEARCH COMPONENTS:- Research design:Research design is the plan for collecting the information related to the study. Different forms of collecting the data will be tasted in the research design. Also it will help to solve the problem.

I collect primary data. SAMPLING PLAN:- Sampling plan includes. Researchers personally visited to the consumer and ask the questions and sub questions to him and recorded the answer in the questionnaire. (1) Primary Data:Primary data are those. For this study the researcher did not simply relied on the questionnaire but also adopted the observation method for collecting real facts. Questionnaire carrying various questions regarding research method.e secondary data & primary data. The researcher he to study a particular problem collects there. which are collected for the first time and they are original in character. (A) Sampling unit (B) Sample size (C) Sampling method Customer satisfaction Page 42 .DATA COLLECTION METHOD:- There are two types of methods used data collection i. During the visit to consumer the researcher observe that the consumers are frightened to disclose of information due to the income tax and sales tax authority.

Different areas like pandesara & other areas of the cit y are covered by reseachers during the study.(A) Sampling Unit:In my study the market survey was conducted in surat city. (B) Sample Size:One of the most important parts for the research is to decide sample size. Conducted I have covered different areas under my study. The sample size explains how many consumers are covered in the study? Customer satisfaction Page 43 . I have taken 100 samples.

process and different attitudes. A census survey is not possible due to time period so I have selected sample surve Customer satisfaction Page 44 . As a result their manner of answering the questions of the study differs the answers received sometimes good while sometimes they where negative. Different people have a different thought.5) LIMITATION OF THE STUDY:- The time period of the survey being only two months it was not possible to conduct a highly in depth and details study.

Customer satisfaction Page 45 .E) ANALYSIS & INTERPRETATION:TABLE NO:-1 Table showing the genders of the respondents Category Male Female Total Percentage 85 15 100 percentage 100 50 percentage 0 male female percentage ANALYSIS: y 85% of the respondents are male y 15% of the respondents are female.

employer Private employer Businessman Other Total Percent 35 15 10 35 05 100 Other 5% Percent Businessman 35% Professinonal 35% Private Employee 10% Govt. Employee.TABLE NO:-2 Table showing distribution on the basis of the occupation Occupation Professional Govt.10% are private Employee y 35% are Businessman and 05% are other. Employee 15% ANALYSIS: y 35% are Professionals . 15% are Govt. Customer satisfaction Page 46 .

Customer satisfaction Page 47 . deference between this is very high.TABLE NO:-3 This table showing SOURCE OF FINANCE Percentage Model Of Purchase Loan Cash Total 85 15 100 Percent 100 80 60 40 20 0 Loan Cash Percent ANALYSIS:In source of finance 85% respondent are buy car by loan which is very high & then by cash which is15%.

Reason Of Purchase Quick Delivery Customer Care After Sales service All Percentage 20 35 40 05 100 Total All 5% Percent Quick Delivery 20% After Sales service 40% Customer Care 35% ANALYSIS:y y y y 20% respondent are satisfactory with Quick delivery 30% respondent are satisfactory with Customer care 40% respondent are satisfactory with After sales service 05% respondent are satisfactory with All Customer satisfaction Page 48 .TABLE NO:-4 Table showing the reasons of purchase from shreeji automart pvt ltd (authorized dealer).

Customer satisfaction Page 49 . and then second high which is 10% . so performance of tata car is best.TABLE NO:-5 This table showing about price of TATA CAR when compared with its facility Facility High Normal Low Percentage 10 80 10 100 Total Percent 90 80 70 60 50 40 30 20 10 0 High Normal Low 10 10 Percent 80 ANALYSIS:Here we can see that 80% respondent give normal.

TABLE NO:-6 This table showing satisfaction with Tata car Satisfaction Percentage 60 40 100 Yes No Total Percent 70 60 50 40 30 20 10 0 Yes No Percent ANALYSIS:y 60% respondent are satisfied with Tata car y 40% respondent are unsatisfied with Tata car Customer satisfaction Page 50 .

then on second is new model and design which is 30% & on third pick up which is 20%. So mileage is most features selected by respondents.TABLE NO:-7 MOST TWO FEATURES OF TATA CAR Attribute New model & design Mileage Pick-up Other Percentages 30 40 20 10 100 Total Other Pick-up 10 20 40 30 Mileage New model & design 0 10 Percent 20 30 40 ANALYSIS:In most features that in first is mileage which is 40%. Customer satisfaction Page 51 . out of 100 respondents.

Customer satisfaction Page 52 .TABLE NO:-8 This table showing the maintenance cost of Tata car Maintenance Cost Medium Cost Low Cost High Cost Percentages 60 35 05 100 60 Total 60 50 40 30 20 10 0 Medium Cost Low Cost High Cost Percent 5 35 ANALYSIS:y 60% responders are satisfied because of medium maintains cost y 05% responders are unsatisfied because of high cost of maintains.

TABLE NO:-9 This table showing performance of Tata car Performance Excellent Good Poor Percentages 30 55 15 100 Total Percent 60 50 40 30 Percent 20 10 0 Excellent Good Poor ANALYSIS:Out of 100 responders 30% are feel its excellent performance and 55% responders are feel it¶s good performance and remaining 15% feel its poor performance. Customer satisfaction Page 53 .

TABLE NO:-10 Table showing the satisfied with service provide by shreeji automart (authorized dealer) Service Yes No Total Percentages 71 29 100

Percent
80 70 60 50 40 30 20 10 0 Yes No

Percent

ANALYSIS:y 71% Are satisfied with service provide by shreeji automart and 29% not satisfied

Customer satisfaction

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TABLE NO:-11
This table showing satisfaction with Tata motors responding to customers¶ needs

Satisfaction with company Yes No Total

Percentages 67 33 100

Percent
70 60 50 40 30 20 10 0 Yes No Percent

ANALYSIS:This chart shows that 33% customers are unsatisfied with car, 67% customers are satisfied.

Customer satisfaction

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TABLE NO:-12
Table showing, satisfy the quality of workmanship of shreeji workshop

Quality of workmanship
Highly Satisfied Satisfied Not Satisfied

Percentages 10 65 25 100

Total

Percent
70 60 50 40 30 20 10 0 Highly Satisfied Satisfied Not Satisfied Percent

ANALYSIS:y 10% responders are highly satisfied with service quality provide by shreeji, 65% responders are satisfied and 25% responders unsatisfied with service quality provide by shreeji workshop.

Customer satisfaction

Page 56

Customer satisfaction Page 57 .TABLE NO:-13 Table showing the reasons to go for Tata car Category Price fual efficiency traveling comfort brand name Other Percentages 00 25 54 17 04 100 Total percentage 60 40 20 0 percentage percentage ANALYSIS: y y y 25% of responders prefer Tata car for fuel efficiency 54% of responders prefer Tata car for Traveling comfort 17% of responders prefer Tata car for brand name From the above statement it is clear that maximum no of responders chose tata car for traveling comfort.

y 29% of respondent are convincing on the information and demonstration givan by sales representative. Customer satisfaction Page 58 . Maximum no of responders are satisfactory on the information and demonstration givan by sales representative.TABLE NO:-14 Table showing opinion on the information given by sales representative Category Satisfactory Convincing Unsatisfactory Bad Total Percentages 45 29 16 10 100 Percentage 60 40 20 0 Percentage Percentage ANALYSIS:y 45% of responders are satisfactory on the information and demonstration givan by sales representative.

TABLE NO:-15 Table showing whether TATA has to increase its services centers both in Rural and URBAN AREAS? Category Yes No Total Percentages 89 11 100 percentage 100 50 percentage 0 yes no percentage ANALYSIS:y 89% respondent say YES regarding whether TATA has to increase its services centers both in rural and urban areas. Maximum no of responders say YES regarding wther TATA has to increase its services centers both in rural and urban areas. Customer satisfaction Page 59 .

Customer satisfaction Page 60 . Maximum no. Customers are much satisfied with the information and demo given by sales representative. Customers are not much with the maintenance cost. Customers are dissatisfied with the fuel consumption. y y y Most of the customer has the opinion that looks of Tata cars leads to their satisfaction. y y y y y Most of the customers are using the vehicle for their own purpose. as it is well suited for traveling both in rural and urban areas.. Some customers are extremely satisfied with safety and comfort & some are neutral in their opinion. y The maximum no«« of people are very much satisfied with the overall performance of Tata cars.. y Most of customers are of opinion that Tata should increases its service centers in rural and urban areas.B) FINDING:Based on the data gathered by administrating schedules to customer the following observations are made. y Maximum number of respondent have chose Tata cars. Of customers are of the wish that not to recommend Tata cars to others. Customers are of the neutral opinion regarding the design.

y The company can undertake R&D to improve the existing feature which field helps increase in the customer satisfaction. y As majority of the customer give opinion that they are satisfied is the factors. y To provide mobile services where one should be able to reach the spot in case of any break down. which has helped in getting an overall view of customer satisfaction toward Tata cars considering different criteria.C) SUGGESTIONS The study is aimed at analyzing customer satisfaction with sample 100 members. services and design of the product of the company should taken not only maintain the existing standard but also enhance them. Recommendation Tata company has to implement good customer relationship management strategy that enhances customer satisfaction level. y To increase the mileage efficiency. y The company should promote about the entire feature offered by it. Customer satisfaction Page 61 .

y To bring down the cost of spares and improve. Customer satisfaction Page 62 . because they also have emotional and psychological needs when they purchase a car. y Customer care is the best way to build long term relation.

with the help of data collected from customers through questionnaires. The experience in the organization was great because I have learnt many practical concept and came to know how actually an organization works. This study is done to know the customers satisfaction towards Tata cars. Customer satisfaction Page 63 . The result of the survey conducted showed that most of the customers purchase car based on mileage followed by price. This study also shows that customers prefer looks of the car.D) CONCULUSION Tata is one of the best companies because of its good environment. By this study we also knew that customers have mixed opinion about Tata cars.

com Customer satisfaction Page 64 .tatamotors.google.F) Bibliography - Website www.com www.

QUESTIONNAIRE STUDY ON CUSTOMER SATISFACTION TOWARD TATA MOTORS (CARS) WITH SPECIAL SIGNIFICANCE TO SHREEJI AUROMATR. Occupation: a) Professional b) Govt. employee c) Private employee d) student e) Business f) Others 2. AUTHORISED DEALER Customer name: Address: Vehicle number: Model: 1. Family income: a) Below Rs-75000 b) Rs 75000 to Rs 125000 c) Rs 125000 to 150000 d) above Rs 150000 Customer satisfaction Page 65 .

What do you feel about the price of TATA CAR when compared with its facilities? a) High b) Normal c) Low 6. Do you satisfied with your TATA CAR? a) Yes b) No 7.3. Model of purchase: a) Loan b) cash 4. Mention reason to purchase the vehicle from SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER) a) Quick delivery b) Customer care c) After sales service d) All 5. What attribute made you to purchase? a) New model & design b) Mileage c) Pick-up d) Others Customer satisfaction Page 66 .

Do you satisfied with SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER) responding to your needs? a) Yes b) No 12. Are you satisfied with the workshop service? a) All the time b) Sometime c) Never Customer satisfaction Page 67 . Do you prior appointment for your service and maintenance? a)All the time b)Sometime c)Never 13. What is the maintains cost of your TATA CAR? a) Medium cost b) Low cost c) High cost 9. Do you satisfied with the services provide SHREEJI AUTOMATR (TATA MOTORS AUTHORISED DEALER)? a) Yes b) No 11.8. Please specify the overall performance of your TATA CAR? a)Excellent b) Good c)poor 10.

14. Do you think TATA MOTORS has to increase its services center both in Rural and Urban areas ? a) YES b) NO Customer satisfaction Page 68 . Are the opening and closing time of our workshop convenient? a) Yes b) No 15. Do you satisfy the quality of workmanship of our workshop? a) Highly satisfied b) Satisfied c) Not satisfied 16.

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