PROJECT TITLE “Survey regarding the satisfaction of the customer who visit workshop for the service”

Submitted To: Lect Ms Ishpreet kaur

Submitted By: Davinder Kumar 81407317082 Year – 2008/09


This project report bears the imprint of those who had rendered their wholehearted support and encouragement without whose help this effort of mine would be in vain. I express my deep sense of gratitude and sincere thanks to my project guide Ms. Ishpreet kaur for his directions, suggestion and information provided which were of utmost importance for the successful completion of the project. I am also thankful to Mr. Karan Kapur for his proper guidance. I thankful to the employees of Cargo Motors for assisting me in the timely completion of project. At last, I also thank to my family and my friends those helped me in my training period and in the completion of project.

Davinder Kumar


Without practical training, management education is meaningless so long with the theory; practical training is provided to management students to expose them to the actual working environment of any organization. Such training provides a framework of knowledge relating to the concepts and practices of the assigned topics in the organization. The summer training is an integral part of the course curriculum of Master of Business Administration (M.B.A. 3rd ). In this the student is in the position to analyze the integral working of an organization with mature eyes and understand the dynamics in a much better manner. This particular project has been conducted at Cargo Motors. In the first phase of the research project, there is a introduction of Cargo Motors, company profile and vehicles of Cargo Motors are given. After that a market research is performed with a sample size of 100 people and their vehicles. The research study was limited to the Pathankot. Here, in my survey, I have contacted the respondents through random sampling. The main objective of the research is to know the customer satisfaction level and their perception regarding the service of the Cargo Motors in the workshop and the demand of the particular vehicle.


The report contains the organizational study done at Cargo motors title “Survey regarding the satisfaction of the customer who visit workshop for the service” The report gives an overview of the automobile sector and company’ profile and awareness of customer about different type of products and services provided by Cargo Motors. This study was conducted to find out the customer satisfaction of the service of the vehicles regarding Cargo Motors The methodology adopted for the study was through a structured direct interview, which is targeted to the different persons in Pathankot. For this purpose sample size of 100 was taken. The data collected from the different -different people was analyzed thoroughly and presented in the form of charts and tables. Cargo motor must advertise regularly and create brand value for its products and services. There are so many competitors like Maruti, Ford, and Hyundai etc. National companies are using television advertisements to promote their products. There are no of customers of the Cargo Motor. So they want to provide better service of customers. Every city cargo motor has his workshop so that they can provide better service of the consumer. The main branch of the Cargo Motor is in the Jalandhar. There are two workshops in the Pathankot market. First workshop is for small scale vehicles like Tata summon, tata Indica, Tata ace and tata magic etc. second workshop is for the large scale vehicles like 207,407,709,909,1109,1613,2515,2518,4018 etc. On the whole Cargo Motor is a good place to work at every new recruit is provided with extensive training on the products of Cargo Motors. This training enables an advisor/sales manager to market the policies better. Cargo Motor is a one of the part of the Tata Motors and it is very good reputation of the mind of the customer and as well as market share. The company should try to create awareness about itself in India. . With an improvement in the sales techniques used a fair bit of advertising and modifications to the existing product portfolio. The main objective of this company is that improves the quality of the product and provides better service of the consumer


Sr. No. 1 2 3 5 6 7 8 9 10 10 11 12 13 14 15 16 17 History

Subject Covered

Page No. 6-12 13-15 16-18 19-22 23-31 32-33 34-34 35-35 36-37 38-38 39-40 41-41 42-53 54-54 55-55 56-58 59-59

Introduction of Tata motors Models of Tata motors Welcome to Cargo motors Type of vehicles Environment efforts Tata in Asia Pacific Important facts Structure Objectives Research methodology Limitations Data Interpretation Findings Suggestions Conclusion &Questioners Bibliography


in making products appropriate for India and yet good enough for the international markets. This provided support to many activities in Tata Motors. During that period. It was he who zeroed in on Sumant Moolgaokar. He was a visionary whose thinking was far ahead of his time.HISTORY JRD Tata Founder of Tata Motors (1938-1993) No success in material terms is worthwhile unless it serves the needs and interests of the country and its people by fair and honest means.. manager and worker. The dream of a passenger car developed in India was born in his time and remained an enduring vision through the years. His style of management was to pick the best person for the job at hand and let him have the latitude to carry out the job. which were later adopted as statutory 6 . rich and poor. workers' provident scheme. establishment of a full-fledged R&D department at Pune. entry into passenger car market and so on. which were necessary to see the dream become a reality.” JRD’s principles and vision laid the foundation for Tata Motors’ growth.g. as he became the embodiment of the principles and philosophy of the House of Tatas. workmen’s accident compensation schemes. JRD firmly believed in employee welfare and espoused the principles of an eighthour working day. in nurturing and developing creativity instead of simply buying technology from abroad. in-house development of gear box technology. He was never for micro-management.’ JRD Tata. as a financial daily put it. e. a man who has grown into a legend touched the lives of countless people. ‘The Tata group’s crowning achievement was the making of Tata Engineering & Locomotive Company. the engineering genius who successfully steered our Company for many years. free medical aid. He led the Tata Group for 55 years. a giant that has earned a reputation for investing in men as much as in machines.

R. "The wealth gathered by Jamsetji Tata and his sons in half a century of industrial pioneering formed but a minute fraction of the amount by which they enriched the nation.D. of the rare instances when the award was granted during a person’s lifetime. in 1992 -. It has chartered the course that Tata Motors has adopted in its relationship with the community in which it operates. on his death. to the environment. In 1956. The cycle is thus complete. science. and technology.. what came from the people has gone back to the people many times over. on ethics. ‘We did not have to create a lake to produce a truck.’ His emphasis on values. He was at home with any age group and his infectious enthusiasm and warmth as also his courtesy. philanthropy and humanity were legendary even in his lifetime. the founder of the Tata Group laid the foundation for what is today the Tata Group philosophy on ‘Corporate Social Responsibility’ (CSR).requirements in the country. he initiated a programmed of closer "employee association with management" to give workers a stronger voice in the affairs of the Company. JRD Tata was awarded the country’s highest civilian honors. an action that spoke much more than any words could have done. He commented on building the lake near the site of the Tata Motors. Jamsetji Tata. health care and in improving the quality of life of ordinary people was a forerunner of the more recent concepts of “corporate social responsibility”.. Pune plant. His every visit to the Tata Motors plant was characterized by a keen interest not only in machines and manufacturing processes but also in the employees. And.the philosophy of ‘giving back to the community’. Tata This has formed the framework on which the philosophy of Tata Motors’ Corporate Social Responsibility is based." J. the Indian Parliament was adjourned in his memory. the Bharat Ratna. 7 . The whole of that wealth is held in trust for the people and used exclusively for their benefit. but we did. He believed that the social responsibilities of industrial enterprises should extend even beyond serving people. on investing in education.

That he had the ability of translating his vision into reality was well known. No expense for installing equipment at the Tata Motors plants was too much. but also the men and the technology. he had the ability to see what Tata Motors would be. Tata Motors (1972-1988) Moolgaokar A man with a Vision Sumant Moolgaokar is often referred to as the architect of Tata Motors. Sumant Moolgaokar was also instrumental in setting up the Engineering Research Centre. processes and technology. pursue it relentlessly and you will get it. while also being in a position to independently make its own machinery. you not only had to build a factory. When the Pune plant was being set-up. He believed that in order to build an industry. He was able to foresee that for India to become an industrial nation. Setting the standard “Expect the best. This pursuit of excellence in conceptualization and execution form the very foundation of the ‘Tata Motors culture’. steering it through its most difficult and challenging times. A nature love His love and commitment for nature and the environment was well terms of people.encouraging and motivating them. He drove the Company and its people. Trees needed water 8 . he often said. under Moolgaokar. A man with a vision. from the very beginning Tata Motors trained its employees in the required skills and technologies.”. He believed that the key to bringing out the best from people was to expect the best from them.Sumant Chairman. ask for it. when it was to prevent any kind of pollution arising from the operations. Leading the Company for nearly four decades. the Machine Tool and the Press Tool Division. He also possessed the rare gift of bringing out the best in the people who worked with him and was known for personally looking into the development of people with promise . The barren rocky land was blasted to plant trees. His long-term strategies were always in tune with the needs of the country. With this mind. tools and equipment. he was responsible for building Tata Motors into an organization capable of competing with the world’s best . His vision was not limited to the Company but encompassed even the nation and he was often seen as not just building a factory. it would need specially trained minds. but building a nation. the first thing that Tata Motors did was plant trees.

who could put a rocket into space.and for that a dam was built that is today a beautiful lake.” It was this very conviction of Ratan Tata that led to the birth of Indica . The agreement with MG Rover. encouraged by the faith and confidence Chairman Ratan Tata had in the Company’s engineering skills. emerging victorious under even adverse conditions. the Indica is a small step towards fulfilling Ratan Tata’s vision of Tata Motors as a great car manufacturer. Ratan Tata’s global ambitions for Tata Motors have taken wing with the recent acquisition of Daewoo Commercial vehicle Co. Under his leadership. Tata Motors “I had a strong conviction that our engineers. According to Ratan Tata. marketing and research.the car that put India on the automobile world map. He believes that the South Africa could be a possible stepping stone for other countries in Africa. One that Tata Motors took head-on. The Daewoo acquisition will give Tata Motors a substantial presence in the Korean market in addition to synergies in manufacturing. Conceived within a time frame of 31 months .from concept to commercialization at a total cost of $ 400 million.. A lake that has become a safe resting place for several migratory birds. Among the many firsts Tata Motors has achieved under Ratan Tata’s leadership is 9 . the acquisition is a historic occasion for Tata Motors and the Tata Group as this is the largest acquisition by any Indian company in Korea. Ratan Tata continues the traditions of Jamsetji Tata and JRD Tata. On the Tata Motors board since 1981. instilling ethics and credibility in the Company. Developing an indigenous Indian car was a daunting task. He has steered the Company in challenging times. South Korea and Tata Motors’ entry in the South African market. could produce our own car. Tata Motors is charting for itself a global path in the automotive world. RatanTata Chairman. UK to manufacture and sell Rover branded Indicas in UK and Western Europe is a step in that direction.

Over the years Tata Motors’ has evolved from a truck manufacturer to becoming India’s only fully integrated automobile manufacturer with a product range designed to meet India’s transportation needs. The two parted ways in 1969 and the Company’s vehicles got a new name . Tata Motors has been on a journey of consent evaluation and growth In a message to employees at the inception of Tata Motors (then Tata Engineering and Locomotive Co) in 1945. From the first Tata truck that rolled out in 1954 to the present day. Tata Motors launched two passenger 10 . Realizing the opportunity for entering a new segment. Mr.the first company in the Indian engineering sector to list its securities on the NYSE. then locomotives and eventually engineering machinery is an important step forward in the country’s march towards industrial self-sufficiency. they were now Tata trucks. Tata Motors (1972-1988) had said. Over the years Tata Motors’ has evolved from a truck manufacturer to becoming India’s only fully integrated automobile manufacturer with a product range designed to meet India’s transportation needs.the listing of the Company on the New York Stock Exchange (NYSE) . But the story of Tata Motors is not just about trucks and buses. “Profits should come from productivity and not by raising prices in a favorable market. To meet the huge transportation needs and taking the opportunity to be a part of nation building. “India is capable of doing anything it wishes to do if you do not constrain the people. Sumant Moolgaokar. “Undertaking the manufacture of boilers first. It’s been an eventful journey. Mr. As he says.the people’s car. Tata Motors collaborated with Daimler Benz of Germany in 1954 to manufacture trucks.from Tata Mercedes Benz Trucks. 1954 to 2004.” This has remained the Company’s credo throughout. Over the years Tata Motors’ has evolved from a truck manufacturer to becoming India’s only fully integrated automobile manufacturer with a product range designed to meet India’s transportation needs. Chairman.. Its been an eventful journey. Its been an eventful journey. Our greatest asset is customer affection..” The founders of Tata Motors also envisioned that in the post-independence era. 1954 to 2004. His next mission for Tata Motors is the development of the Rs 1 lakh car . past five decades. the socio-economic and political developments taking place would mean the movement of men and material across the nation. 1954 to 2004. JRD Tata had said.

weakly centralized. With trucks that move men and material in places where even roads are non-existent. from an Indian perspective. is all about meeting India’s needs. the motor company introduced its first India-designed car in 1997. But under new marching orders from Ratan Tata. Before 1991. A car that rewrote the rules of the Indian car industry and propelled India into a select group of nations that manufactures its own car. This has formed the guideline for its community development programmer that strives to improve the quality of the life of the people.. Remarkably. The Tata Sons holding company and the various family philanthropic trusts had diluted their holdings in many of the companies. and its foray into international markets. Tata thought and thinks autos to be one such sector. 11 . The Indian car market grew 17% last year. legacy industry cursed by overcapacity. he sees it. Having won the hearts of millions of Indians. for a 16% total share of the Indian car market. Tata Motors looks forward to new challenges. as a growth industry. such as textiles and cement. unable to control its satraps and begums and rajahs. With the Company’s recent acquisition of Daewoo Commercial Vehicle Co. Where Westerners see a stagnant. the center began to take hold. Equally important to Tata Motors is its belief that it has a special responsibility to the community in which it operates. It ensures that little children reach school safely in their Tata school buses. South Korea. and invested more family capital in sectors that he thought held more promise.R. full of formal pomp but empty of power. The first fully indigenously developed small car . The company that is now Tata Motors made trucks. Under Ratan Tata. Tata Motors helps India’s armed forces guard the nation’s borders.the sports vehicle. and it still has a 60% share of India's commercial-vehicle market. Tata Motors. buses and construction equipment. He moved Tata Group out of sectors where it was not competitive. Tata Sierra in 1991 and the Tata Estate in 1992. and Tata Motors' volume grew 27%. Tata in 1991 -.coincidentally the same year that the Indian government began moving away from its rule by regulation toward economic liberalization. considering the state of overcapacity in the world automobile industry. The Tata Empire has changed dramatically since Ratan Tata took over from his uncle J. its Indica small car and midsize Indigo each accounts for about a quarter of their market segments.D. with its full range of commercial and passenger vehicles. Tata Motors is set to tap opportunities in global markets.Tata Indica followed soon after. Tata Motors is geared for its cruise on the world track. After some early stumbles. Tata Group and its holding company Tata Sons were said to be like many of the empires of old Asia -. On a relentless quest for excellence.vehicles .

its American depositary receipts have been listed on the Big Board since September. I expect the Tatas to be much bigger than it is now. I hope the group comes to be regarded as being the best in India — best in the manner in which we operate. with a market value of $3.7 per cent of this coming from business outside India. Tata Motors soon will incorporate Tata Finance as a wholly owned subsidiary. up from a current 18%. I hope that a hundred years from now we will spread our wings far beyond India. is by far the biggest of the Tata companies accessible to American individuals..Tata Motors (TTM). The ADRs have been trading at a little below 10. The total revenue of Tata companies. with 64. Chairman's chamber Ratan N Tata is the chairman of Tata Sons.65 since the listing.increasing competition and a decline in the commercial vehicle sector. More importantly. taken together. and of course the effect of higher fuel prices.5 billion. energy. and earnings of $283 million. Nonetheless. services. based in India and have significant international operations. could be the Model-T Ford of the 21st-century developing world.334 crore) in 2008-09.000 people worldwide..25 and 8. The company noticed what happened in the U. and the company says it intends to finance up to 40% of its sales within a few years. The consensus estimate for 2006 is 90 cents a share. and they employ around 357. or 79 cents a share.35 billion five-year capital-expenditure program that started in April 2004. was $70.000 car. Tata Motors is still recovering from an ill-fated partnership with the now-bankrupt Rover Group in Britain. It reported nearly $4 billion of revenue for the fiscal year ended in March. consumer products and chemicals. the Tata promoter company "One hundred years from now. in the middle of a trading range between 12. which. if Tata succeeds. engineering. up 32% from the previous years.8 billion (around Rs325. and other countries when captive credit companies made it possible for every car dealer to offer financing with small money down and affordable monthly payments. the company plans to make good on a $1. They are. That includes the launch of a basic $2." — Ratan Tata Leadership with trust Tata companies operate in seven business sectors: communications and information technology.S. materials. by and large. and it has warned of trouble ahead -. The Tata name has been respected in India for 140 years for its adherence to strong 12 . But cars are still cars. up 41% in dollar terms. Having said that. best in the products we deliver and best in our value systems and ethics.

Tata Motors manufactured its first ever commercial vehicle. Popular Tata Motors Brands Some of the popular Tata Motors products have been listed below. Beginning of Tata Motors The firm was initially known by the name of TELCO. In fact it continues to dominate the car manufacturing sector in India accounting for revenues of more than Rs. The first commercial vehicle to have come out of the Tata Motors' fold was a copy of the Daimler Benz model. It's no mean task to be the largest car manufacturing company in India. Tata Motors continues to be a brand to reckon with. 35. Tata Engineering and Locomotive Company. the first LCV. In the later years. Safari Dicor Tata Indigo Tata Indigo SX Tata Indica Tata Indigo Marina 13 . Tata Motors acquired the British Jaguar Land Rover business from Ford Motors. Tata Motors operationalised its activities in the commercial vehicle sector. In 1986. heavy commercial vehicles started making its appearance. Tata 407 was introduced. In 2005. In 2004. During the early years. the company started expanding its operations dynamically. Apart from cars. JRD Tata founded Tata Motors in the year 1945 In 1954. In 1960. Over 23. Tata Motors got itself listed on the NYSE. Present time In present times.000 people are employed with this Indian firm.000 crores in the year 2007-08. Tata Motors also happens to be one of the largest manufacturers of trucks and buses in India.Intoduction of Tata Motors Tata Motors is one of the premier car manufacturing companies in India. In March 2008. It was only later that it ventured into the commercial vehicle segment. the company became one of the top 10 corporations in India. The Middle Years During the middle years in the history of Tata Motors. TELCO used to manufacture locomotives.

" Established in 1945. best in the products we deliver. South Korea Thailand South Africa Argentina The car manufacturing company also has plans to expand operations to other international locations like: Turkey Indonesia Eastern Europe In the last decade. Tata Motors' presence indeed cuts across the length and breadth of India. midsize car and utility vehicle segments. Nano that aims to be the world's most inexpensive production car. and best in our value system and ethics. and among the top three in passenger vehicles with winning products in the compact. Tata Motors Limited is India's largest automobile company. The company is the world's fourth largest truck manufacturer. The Nano car is priced around Rs. major countries of the world. 938.70. That has caused other automobile companies like Bajaj Auto and Mahindra-Renault to announce plans to launch cars within the same price range. Tata Motors carries out production and assembly operations in the following countries. It is the leader in commercial vehicles in each segment.85 crores (USD 14 billion) in 2008-09. since the first rolled out in 1954. The company's manufacturing base in India is spread across 14 .00. 1.000. International operations In recent years. Tata Motors has managed to become a global brand and is definitely one of the major car manufacturing companies to watch out for. Over 4 million Tata vehicles ply on Indian roads.Tata Magic Tata Sumo Tata Motor's Nano Car Tata Motors is manufacturing a car. Tata Motors has expanded globally and now has significant presence in several. and the world's second largest bus manufacturer. The company's 23.000 employees are guided by the vision to be "best in the manner in which we operate. with consolidated revenues of Rs.

Pune (Maharashtra). It consists of 4 major divisions . measuring 180m in length has 20 work stations with a vehicle rolling out every 8 mins. · Flexibility in manufacturing frames with an off line Proto-typing facility The area 1954 where the construction is running we can show with the help of diagram 15 . The company’s dealership. Tata Motors also distributes and markets Fiat branded cars in India. The other line is dedicated to special purpose vehicles and for meeting the requirements of the Indian Army. and the Novus. cut-to-length line for strip preparation purchased from M/s Kohler of Germany and a Camber Correction line. sales. 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. · Facility for hot forming of axle halves with a 3000 tone press and heating furnace. The main assembly line. Engine Factory. Cab & Cowl Factories.Jamshedpur (Jharkhand). Lucknow (Uttar Pradesh). HVAL &HVTL. The company is establishing a new plant at Sanand (Gujarat). services and spare parts network comprises over 3500 touch points. The divestments in March 2000 hived off the Axle and Engine plants into independent subsidiaries viz. Pantnagar (Uttarakhand) and Dharwad (Karnataka). the Jamshedpur unit was the company's first unit and is spread over an area of 822 acres.Truck Factory. The Truck Division boasts of two assembly lines. The uniqueness of the Factory lies in its possession of · Advanced facilities for manufacturing long members comprising of a set-up of 5000 Tones Hydraulic press line. respectively. Following a strategic alliance with Fiat in 2005. Jamshedpur plant MANUFACTURING Established in1945.

207 DI Safari Indica V2 LPT 1109 Sumo Victa Tata Novus range EX range Safari EXi Petrol Indigo 16 . The Commercial vehicle division was moving towards not just selling a vehicle but a transport solution. With the acquisition of the Daewoo plant in Korea. A series of new products reflecting a changing consumer mindset.MODELS OF TATA MOTORS Tata has provided so many models of the vehicles these all are given below. the Tata Indigo made its mark on Indian roads. heavy commercial vehicles with a loading capacity ranging from 15T GVW to 45T GVW were added to the Tata Motors range. In passenger vehicles.

the Tata mobile. Telco’s R&D had a savvy market answer. we saw success with the Sumo and the Safari. To this.The nineties marked the Company’s foray into the passenger vehicle segment with the Tata Sierra and the Tata Estate. Indica LPT 709 Tata Sierra Tata Safari Tata Estate Sumo Deluxe Tata Sumo Approximately 32 applications for LCV manufacture had been approved by the Government of India. and most with foreign collaboration. We also launched the first fully indigenous pick-up. The late nineties saw a dream realized the launch of the Tata Indica.the 407 specifically created for Indian roads and quick to become the market favorite. 608 Pick Up SFC 407 Tata Mobile 17 . In the MUV segment.India’s first fully indigenous passenger car. a vehicle ahead of its time.

the first Tata Mercedes Benz vehicle was assembled. The coveted place in history went to a 5-tonne load carrier.Tata 1210 Telco’s bread and butter model. 18 . First truck at the Pune in 1977 Welcome to Cargo Motors Cargo Motors is a division of Imperial Holdings and proudly represents one the leading names in the South African motor industry. Step by step the men carried out the assembly and finally.the 1210 semiforward truck conquers Indian roads. It also satisfied the psychological need of the driver to have something ahead of him to take the first shock in the event of a collision Tata 1210 Tata Mercedes Benz trucks All hands Indian and German stretched forth for the job. the Auto Era was on the road! Tata Mercedes Benz trucks First truck of the Tata in Pune June 1969 to Dec 1976. The term ‘semi-forward’ meant that the driver’s cabin was brought forward half the way towards the front end. In the bargain additional loading space on the platform was created. For Telco. Telco gave the market as many Tata vehicles as the Tata Mercedes Benz vehicles produced in the earlier 14 years.

the experience delivers" and that is why we strongly commit to deliver excellent. On occasion. we believe "The brand promises. This group of companies included D H Saker. The total personnel complement was about 20. a Mercedes-Benz 180 was imported and sold. Cargo's main source of income in 1955 was derived from truck sales but in the same year the first car. financial services and fleet support. professional and passionate service to our customers. The potential of Mercedes-Benz having its own identity was soon recognized and "Cargo" was formed purely for this franchise (Mercedes Benz trucks). Cargo's activities include new and used vehicle sales. At Cargo Motors. Cargo's initial premises consisted of a showroom and offices in 92 Marshall Street and a corrugated iron workshop in Harrison Street. In 1956 a total of 93 cars were sold. CAR(L) Benz and GO(TTLIEP) Daimler. parts and service. we mostly sold trucks and were therefore in the "CARGO" business. while D H Saker retained Studebaker and Vanguard. the franchise holder for Studebaker cars and trucks as well as Vanguard cars and MercedesBenz trucks. except 19 . it has also been said that means just CAR GO or that in our early years. The original franchise area comprised of 37 magisterial districts stretching from the Northern Cape and Bechuanaland to Swaziland including the Transvaal. The name "Cargo" is a combination of the first letters of the first names of the founders of Daimler-Benz. Thank you for visiting our website and it would be a great pleasure to welcome you soon at one of our Cargo Motors dealerships CARGO/MERCURIUS MOTORS The Cargo/ Mercurius Motors is one of the leading names in the South African motor industry. The company was formed in 1955 when Jack Mincer bought the Saker-Bartle group.In line with the Mercedes-Benz SA Dealer Network Strategy the Cargo / Mercurius business is divided into the following Brands: • • • • • Mercedes-Benz Passenger Cars Mercedes-Benz Commercial Vehicles Chrysler Jeep Dodge Passenger Cars Mitsubishi Passenger Cars and Freightliner/Fuso Commercial Vehicles.

Mercedes-Benz 20 . The area was covered by traveling salesmen and later a steadily growing network of Cargo branches and dealers.e. The Cargo/Mercurial business is divided into Brands. In 1956. D H Saker was renamed Lindsay Saker. Braamfontein. In 1963. East Rand Mall and Kempton Park and later acquired Polo wane in February 2005 Cargo and Mercurial both owned by the Imperial Group were consolidated under the Cargo Management structure as agreed by DaimlerChrysler South Africa. Towards the end of 2001 the DaimlerChrysler Dealer Network Strategy was proposed which focused on Brand Separation. Cargo Johannesburg and Lindsay Saker went public and a holding company called Saficon Investments Limited was formed to incorporate both. Wynberg and Language . The Brand Centers catering for the specific Brand i. Mercedes-Benz Passenger Cars. This meant a total reorganization of the dealer network. Chrysler Jeep and Mercedes Benz Commercial Vehicles Lifestyle Centers This upgrade to facilities is largely complete with Mercedes Benz Passenger Cars Lifestyle Center due for completion in 2007. Meanwhile in October 1968 Cargo city in Stott Street was completed. Cargo Motors took over the Mercurial dealerships in Airport. Also in the late fifties. Cargo city was one of the largest Mercedes-Benz service centers outside of Germany.the latter two being predominantly truck facilities. In 1998. Still in the sixties. namely Illovo. This necessitated the creation of Brand operated Lifestyle Centers e. the rising Mercedes-Benz population in Johannesburg necessitated the expansion of our services and in line with Cargo's strategy to bring our services to our customers' doorsteps.Pretoria and Northern Transvaal. In July 2004. Mercedes Benz SA became DaimlerChrysler South Africa. Cargo's workshop in Harrison Street was moved to Bacon Road where we occupied only a small section of the building mainly used by D H Saker. Due to product) and Western Star (maintenance only) form part of the commercial vehicle arm of Cargo Motors. we acquired several service stations. providing them with finance and guidance. Germanton and Benoni.g. Sand ton. In 1962 a general representative for South Africa was appointed by Daimler-Benz A G in the form of UCDD (United Car and Diesel Distributors) (Pty) Limited which became known as Mercedes-Benz of South Africa (Pty) Limited. Mitsubishi. In October 2005 Magic Merkel Motors in Tandem was purchased and trades under the name of Merkel Motors and forms part of the Polo wane Market Center. Based in Selby. In the 1970's Cargo continued to expand its operation by opening more service stations in Morningside. Cartograms and North cliff. This was followed by the purchase of Cargo's sister companies in Klerksdorp. Although Cargo/Mercurial operates under separate names they are effectively run as one business.

Both Tata Motors' Chairman. 21 . who had specially flown in to be present at the press conference. told reporters that a selection of Fiat cars along with service and spares will be available across Tata dealers from March.Commercial Vehicles. Sergio Marchionne. We have a complement of approximately 1 100 employees. Mr. Mr. Tata Motors and Fiat came together on a single platform on Friday to announce a strategic relationship for sales and marketing of Fiat cars through Tata dealerships. were quick to point out that it was not a joint venture yet. We proudly live up to the following values: • • • • Honesty and Integrity Respect Passion Care TATA & FIAT IN a development that could see a major realignment in the domestic automobile industry. and Fiat SPA Chief Executive Officer. Ravi Kant. The business operates territorially on the East Rand and has Market Centers in Polokwane/Tzaneen and Potchefstroom and Klerksdorp. but dropped enough hints to suggest that this first step could see both the auto giants entering into a deeper relationship. Mr Ratan Tata. Earlier. Dealers will display the new Fiat logo along with that of Tata. This deal is the first of several joint initiatives that has been started after the two carmakers signed a memorandum of understanding in September 2005. "It is a relationship which is beginning to form." Mr Tata said. Cargo/Mercurial Motors is a progressive. Freightliner/Fuso Commercial Vehicles. "This is not a joint venture. We want to give it time." Mr Marchionne said. stable company ranking with the best in the industry. Tata Motors' Managing Director. which are multi branded. but this is the start of a relationship which could go beyond even a joint venture. Mitsubishi Passenger Cars.

" he said. "Whether we do it in Pune. 22 . though it will not be done this year. Mr Marchionne said there is a possibility of the product portfolio in India being expanded. He said Fiat was financially stable after a long time. Mr Tata also said that though the Tata Motors was running at nearly full capacity. Type of vehicles Two types of vehicles: these are given below: Heavy and medium vehicles Tata Motors is India's largest and among the worlds top five medium and heavy commercial vehicle manufacturers. it would not pose a problem for any new joint ventures with other partners.Mr Marchionne agreed that Fiat has not been successful in making any dent in the Indian market. to 6x4 and 4x4 off-road vehicles. Mr Marchionne said even though the company has tied up with Suzuki for the diesel engine plant being set up in India. "It is very prudent not to over promise or overstate. He said the current alliance was an evolving relationship that did not have any barriers." he said. right from Tippers to Special Purpose Vehicles. "It is also important to share its technology. "We have the highest of financial stabilities so far and probably we have the best dealership team so far." he said. He said during the last 12 months." Mr Tata said. no decision has been made on utilising Fiat's capacity. "Today's agreement is a recognition that we do need to have a major presence in the market. revenues and product development capabilities. Ranjangaon or a new location remains to be seen." Mr Tata said. Fiat has taken a conscious decision to open itself to other car companies globally. Probably this is the healthiest way to start a relationship with no holds barred to where we go. Tata Motors provides a wide variety of commercial transportation solution and covers the entire gamut.

The comprehensive product range has enhanced the company’s image as a valueadded M&HCV manufacturer. The company ranks as the world’s fourth largest truck manufacturer in the combined category of Light. right from Tippers to Special Purpose Vehicles. Tata Motors is India's largest and among the worlds top five medium and heavy commercial vehicle manufacturers. tractor. improved tyre life and better drivability There are heavy demands of the tipper vehicles right from Tippers to Special Purpose Vehicles. faster turnaround time. Medium and Heavy Commercial Vehicle.trailers & tippers and fully built solutions like tipper-trailers & load bodies. The range of commercial vehicles includes multi-axle and heavy-duty trucks.trailers & tippers and fully built solutions like tipper-trailers & load bodies.The range of commercial vehicles includes multi-axle and heavy-duty trucks. tractor. Medium and Heavy Commercial Vehicle. then explore the Tipper range from Tata Motors. The company ranks as the world’s fourth largest truck manufacturer in the combined category of Light. The range of commercial vehicles includes multi-axle and heavy-duty trucks. If you are looking for smooth and consistent performance of your heavy commercial vehicle and pick-up trucks. These heavy commercial vehicles offer superior fuel efficiency. Medium and Heavy Commercial Vehicle. tractor. 23 . to 6x4 and 4x4 off-road vehicles. to 6x4 and 4x4 off-road vehicles. The company ranks as the world’s fourth largest truck manufacturer in the combined category of Light. The comprehensive product range has enhanced the company’s image as a valueadded M&HCV manufacturer. Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport heavy loads efficiently. Tata Motors provides a wide variety of commercial transportation solution and covers the entire gamut.trailers & tippers and fully built solutions like tipper-trailers & load bodies. The comprehensive product range has enhanced the company’s image as a valueadded M&HCV manufacturer.

1) LPT 1613 TC with new tilt cabin and load body . These heavy commercial vehicles offer superior fuel efficiency.Rigid trucks from Tata Motors range from 8 ton GVW to 40-ton GVW and transport heavy loads efficiently. thus enhancing the transporters' profitability LPT 1613 Power : 130 HP Weight : GVW 15660 /16200 kg Drive : 4x2 24 . The cabin in the LPT1613 TC is an all-steel construction manufactured to global engineering and safety standards. The load body design ensures that the unladed weight of the vehicle is nearly 1 ton lower than existing vehicles. making them potentially unsafe and less economical. improved tyre life and better drivability.The new tilt cabin and load body is Tata Engineering's response to address the prevailing anomalies where the truck bodies do not conform to any engineering or safety standards. faster turnaround time.

Available in Right Hand Drive Details | Product shot SE 1613 697 TCIC 4x2 4x2 SE 1613 TC 4x2 BS2 LPT 1613 697 TCIC LPT 1613 TC 4x2 BS2 BS2 SK 1613 697 TCIC 4x2 BS2 SK 1613 TC 4x2 LPK 1613 697 TCIC 4x2 BS2 These all are available in the market and heavy demand every customer. 2515:- 2515 The meaning of 2515 is 25 ton keeping capacity and 150 harsh powers 25 . These vehicles have same chase but different -2 bodies. 2) is that type of model of the cargo motors in which has heavy capacity for keep up the load these are looking very power full.

LPT 2518 Power : 176 HP Weight : GVW 25000 kg Drive : 6x2 Available in Right Hand Drive 26 .LPT 2515 Power : 142 HP Weight : GVW 25000 kg Drive : 6x2 Available in Right Hand Drive LPT 2515 TC 6x2 BS2 BODY 2515 BULKER LPT 2515 LOAD 3) 2518:2518 is a same as the 2515 only different between both are chase no and H.Power.

This is very popular vehicle this is use for the heavy work load. LPS 4018 Power : 177 HP Weight : GVW 40200 kg Drive : 4x2 Available in Right Hand Drive 4018 bulker Light Commercial Vehicles (LCVs) SFC 909 Turbo High Deck – LPK 909 Power : 90 HP Tipper Body Vol: 5 cubic meter Available in Right Hand Drive 27 .LPT 2518 LOAD BODY LPK 2518 TC 4) 4018:4018 is a very heavy vehicle all the cargo motors.

With a loading area of 7.25 x16 -16 PR tires along with a reinforced chassis and suspension ensure that the SFC 909 can take on any road and load abuse. The rugged. thus proving its multiple applicability and less number of trips for the user. The 160-litre fuel tank provides added convenience to our customers. The legendary 407 engine or the TATA 497SP27 High Torque engine used here. which provides superior pickup and fuel efficiency. The 3 litre or 2956 cc engine ensures fantastic pulling power on a gradient and an excellent pick up at rated payload.4ft. delivers a huge 18.- Bharat Stage II Compliant – The new 6-Ton payload truck offers a vehicle designed for multipurpose applications. SFC construction and Scam Air Brakes ensure driver safety in both highway and off-highway applications. 28 . macho looks of the vehicle are combined with a power steering that makes driving it effortless. The new TATA 207DI Single Cab Pick Up – 207 DI EX Power : 63 HP @ 2800 rpm Drive : Available in Right Hand Drive and Left Hand Drive Available in single and crew cab version The nascent Pick-Up segment gets a vehicle it deserves in the form of the 207DI. it offers the largest loading area in the pick up segment. Bigger 8. Factory fitted runner mounted high deck load body provides a ready-to-use truck that can be put to use from the first day.0 mkg of torque at 1500 – 2000 rpm with a maximum engine output of 60hp at 2800 rpm.9ft x 5. At the heart of the new SFC 909 is the modern technology 497 Turbo engine.

the ACE is an innovative 4-wheeler offering from Tata Motors. Steering Tilt mechanism. With two bucket seats in the front and a seating capacity of three behind. rugged stronger suspension. is an effortless. Ideal for short. Get the big ACE advantage. The small exterior belies the power-packed technologically-superior engine which gives the ACE high power and high loading capacity. Built to last. yet exhilarating experience. In all the TATA 207 DI EX is packed with high safety and handling characteristics.0 mkg of torque and a powerful 60 hp at rated pay load.Like its single cab variant. narrow roads as well as long highway hauls. the The 207 DI EX allows easy and extra loading. Designed for urban and rural use. and offers better stability and handling to the customer.The new Tata 207DI Crew Cab Pick Up . for small bulky loads and large heavy ones. larger clutch. Tata ace ACE Power : 16 HP @ 3200 rpm Available in Right Hand Drive . the 207DI Crew Cab. driving this machine with its Power Steering.The ACE is a small vehicle that opens up big opportunities. and better maneuverability along with power steering for a better ride. the new TATA 207 DI EX offers higher fuel efficiency. huge 18. comes with the legendary 407 engine. Make a small decision 29 .

An automatic ticketing machine makes it ideal for urban transportation eliminating the need for a conductor. analyze and optimize operation of their fleet. airport transfers or transport of delegates to corporate conferences. but also helps passengers arrive at their destination feeling fresh and relaxed Buses The Low Floor integral rear engine coach . Attachments to the GPS provide operators with service and maintenance schedules enabling high degree of uptime and maximization of passenger facilities. 30 . the Winger Maxi Van makes a perfect choice. This spacious van not only provides a smooth ride.Tata winger Winger Power : 90 HP @ 4300 rpm Available in Right Hand Drive Brings distances closer. Takes your business further. The internationally acclaimed Global Positioning System (GPS) enables transport managers to monitor.This bus combines the flexibility of a modular design with the safety provided by a welded tubular type shell construction. The 160 hp Euro II Cummins engine with automatic transmission and pneumatic suspension (both at front and rear) provide for excellent passenger comfort and reduced diver fatigue. Be it a relaxing trip with the family to tourist destinations.

serving rural communities around its manufacturing locations. We have also set up two in-house Engineering Research Centres that house India's only Certified Crash Test Facility. Tata Motors believes in technology for tomorrow. We ensure that our products are environmentally sound in a variety of ways. Our annual expenditure on R&D is approximately 2% of our turnover. and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact.. Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact. developing extended-life lubricants. In accordance with this.. fluids and using ozone-friendly refrigerants. The 31 .Environment efforts Green Matters Tata Motors. Tata Motors has been making a conscious effort by implementing several environmentally sensitive technologies in manufacturing processes. These include reducing hazardous materials in vehicle components. Our products stand testimony to this. it plays an active role in community development. a Company that cares about the future. True to the tradition of the Tata Group.

In Pune. Over the years. USA. Over half a million trees have been planted in the Poona region. 32 . Tata Motors has planted as many as 80. With the intention of protecting the environment.4 million trees have been planted in Jamshedpur region. by reducing waste and pollutants. have turned acres of barren village land green. Tata Motors' joint venture with Cummins Engine Company. the treated water is conserved in lakes attracting various species of birds from around the world thus turning the space into a green belt. It is the first Indian Company to introduce vehicles with Euro norms well ahead of the mandated dates. Restoring Ecological Balance Tata Motors has set up effluent treatment facilities in its plants to avoid release of polluted water into the ecosystem. Tata Motors has also made investments in setting up of an advanced emission-testing laboratory. in 1992. Tree plantation programmed involving villagers and Tata Motors employees. Tata Motors concern is manifested by a dual approach 1. Our endeavors towards environment protection are soil and water conservation programmed and extensive tree plantation drives. Tata Motors has upgraded the performance of its entire range of four and six cylinder engines to meet international emission standards. conserving resources and recycling materials. Tata Motors has directed all its suppliers to package their products in alternate material instead of wood. as well as in over 70 export markets. These engines are used in Tata Motors vehicles in the Indian market. Reducing Pollution Tata Motors has been at the forefront of the Indian automobile industry's antipollution efforts by introducing cleaner engines.Company uses some of the world's most advanced equipment for emission check and control. Tata Motors is committed to restoring and preserving environmental balance. Reduction of environmental pollution and regular pollution control drives 2. This has been accomplished with the help of world-renowned engine consultants like Ricardo and AVL.000 trees in the works and the township and more than 2. was a pioneering effort to introduce emission control technology for India. Restoration of ecological balance.

Indian subcontinent • Taj Hotels Resorts and Palaces • Tata Communications • Tata Motors • Tata Steel • Tata Tea • Tetley Group South East Asia • INCAT NatSteel Tata Communications • • 33 . It has manufactured CNG version of buses and followed it up with a CNG version of its passenger car. The Group enjoys a strong brand presence in many countries in this region and several Tata companies have a significant market share in the industry segments in which they operate. the Indica.Tata Motors is constantly working towards developing alternative fuel engine technologies. Tata in Asia Pacific Asia Pacific is a key market for the Tata Group.

• Tata Consultancy Services • Tata Motors • Tata Precision Industries • Tata Steel • Tata Technologies East Asia Corus • TACO • Tata Communications • Tata Consultancy Services • Tata Motors • Tata Steel • Tata Tea • Australia • Taj Hotels Resorts and Palaces • Tata Communications • Tata Consultancy Services • Tata Interactive Systems • Tata Steel • Tetley Group Important_facts 1) In 1968. after completing its orbit and making its scheduled landing in the Indian Ocean completed its journey over land in a Tata truck 2) In the 1971 war. 4) Tata Motors is the youngest passenger car company in the world 34 .000 feet where even roads did not exist.000 trucks were used by the Indian army. Russia’s space shuttle. 45. 3) The name Indica is derived from the words ‘India’s Car’. at heights of up to 15.

5) Tata Motors September sales at 52. growth of 6 per cent 6) Exports:. Structure of the cargo motors in Punjab Cargo house BSF chunk jalandhar 35 . The cumulative sales from exports for the fiscal at 13.the Company’s sales from exports at 2.513 vehicles. 7) Tata Motors reported a 51 per cent increase in total vehicle sales during April 2006.223 vehicles were lower by 40 per cent over 22.413 vehicles in September last year.040 in the same period last year.863 vehicles in September 2009 were lower by 35 per cent compared to 4.



• To know the preference of the customer while purchasing vehicles. 38 . • Another objective for this survey is to know the perception of the customer regarding to the service of the vehicles • To know that which type of vehicles are mostly come for the service in the workshop. • To know the relationship between customer and company.• The main objective of the study is to satisfaction level of the consumer for the service of the vehicles.

The mode of collecting primary data is personal interview and sources of secondary data are various magazines. the action the objectives can be obtained optimally in the context of a given environment. 2. newspapers. 39 . The primary data was collected by means of personal interview and analysis was done on the basis of response received from the customers. The interview has been conducted in such a manner that the consumer’s satisfaction level can be measured and consumer can enter his responses easily. Secondary Data: The purpose of collecting secondary data was to achieve the objective of studying the recent trends and developments taking place in cargo vehicles. books. Required to address these issues: designs the method for collecting information: manage and implements the data collection process analyses the results and communicates the finding and their implications. Data Collection :. & websites etc. Primary Data: The primary data was collected to measure the vehicles coming for repair in workshop and their frequency of coming. 1.The objectives of the project are such that both primary and secondary data is required to achieve them.RESEARCH METHODOLOGY Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge: market research specifies the information. Research problem is the one which requires a researcher to find out the best solution for the given problem that is to find out the course of action. Sample size – 100 people and vehicles were selected. So both primary and secondary data was used for the project.

it was compiled. LIMITATIONS OF THE STUDY 40 . classified and tabulated manually and with help of computer. Analysis and Interpretation After the data collection.Sampling Unit – I take the sample from Pathankot city Sampling Technique – I choose random sampling technique. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

raw data was summarized in a master table and from this table the results have been carried out. there could be few limitations in regard to these.It is said. 3. Data Analysis and Interpretation For the purpose of analyzing. The questions having multiple 41 . “Nothing is perfect” and if the quite is true. 2. Limited scope The survey was conducted in Pathankot thus the respondents belonged to only this region of the country. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. Assumption for the purpose of analysis Some assumption was made while doing analysis and interpretation. I am sure that there would be few shortcoming in this project also. These are: 1. Work seasons There is very importance for the season of the work because if there are working season then they require for the service of the vehicles. This could have brought bias into the study.

of responses was calculated. ( ) 42 . the general suggestions were summarized. ( ) (2) Newspapers. Q2 from where did you heard about this workshop? (1) Magazines. In case of ranking questions the total score has been added and final ranking is given by calculating mean. In the case of questions on likert scale. How many vehicles you have of cargo motors? (1) 1 to 2 No of vehicles 1 to 2 3 to 5 More then 5 ( ) (2) 3 to 5 ( ) (3) more then 5 ( ) %age of vehicles 59% 32% 9% no of vehicles 60 40 20 0 1 to 2 3 to 5 more then 5 Interpretation: The above graph clearly shows that 59% of the respondents are having 1-2 vehicles of cargo motors.alternative choices. ( ) (3) Television. Analysis and Implementation Q1. In case of explanatory questions. In case of checklist questions the average of total no. the mean scores were calculated.

( ) ( ) ( ) Sources Magazines Friends Newspapers Television Local advertisement Others %age 5 35 10 15 16 19 sources 35 30 25 20 15 10 5 0 magazines friends newspapers television local advertisment others Implementation:. ( ) (2) Six month to one year. Customers who have heard about the workshop from friends are more than other sources.(4) Local advertisement. Q3 From how long you are coming to this workshop? (1) Less then six months.It clearly show that friends are the best the guides of the consumers. (5) Friends (6) Others. ( ) 43 .

Are you satisfied with the company’s free service plans? (1) Very dissatisfied ( ) (2) Somewhat dissatisfied ( ) 15 20 26 40 60 six month to one year more then four years 30 80 one year to two years 18 100 120 44 . Q4.(3) One year to two years. Time Less then six months Six month to one year One year to two years Two years to four years More then four years ( ) ( ) %age 11 15 26 30 18 time come for service 11 0 less then six months two to four years Interpretation:. (4) More then two years.There are show that old customers are more then the new customers but not totally old only with in the two to four years older customers are very high population are come in the workshop for service.

Q5. Do you feel there is change requiring improvement in the procedure of the service? (1) Strongly disagree ( ) 45 .(3) Nether satisfied nor dissatisfied (4) Very satisfied (5) Somewhat satisfied ( ) ( ) ( ) Free services Very dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Very satisfied %age 12 26 30 23 9 free services 30 25 20 15 10 5 0 very dissatisfied somewhat dissatisfied neither satisfied nor dissatisfied somewhat satisfied very satisfied Implementation:. Very satisfied people are less then the other.the diagram clearly show that there are neither satisfied nor dissatisfied people more then the other people.

(2) Somewhat disagree (3) Nether agree nor disagree (4) Strongly agree (5) Somewhat agree Improving the service procedure strong disagree Somewhat disagree Neither agree nor disagree Somewhat agree Strong agree %age 1 7 15 26 51 ( ( ( ( ) ) ) ) Improvement of service 60 50 40 30 20 10 0 strong disagree somewhat disagree neither agree nor disagree somewhat agree strong agree Implementation:. Strong disagree percentage is only 1percentage consumers. Do you agree that the services are done on time? (1) Strongly disagree ( ) (2) Somewhat disagree ( ) 46 .this chart shows that clearly there are 51 percent consumers are strong agree from this question. Q6.

(3) Nether agree nor disagree (4) Strongly agree (5) Somewhat agree ( ) ( ) ( ) Service in time Strongly disagree Somewhat disagree Neither agree nor disagree Somewhat agree Strongly agree %age 40 24 17 12 7 Agree from the service 40 30 20 10 0 strongly disagree somewhat disagree neither agree nor disagree somewhat agree strongly agree Interpretation:-In this diagram show people tells that workers are doing service not firstly they always delay the work of service 40 percentage consumers are strongly disagree that workers are doing service his vehicles not in time. and 7 percentage consumers are say workers are doing his service in time. Do you face any of the following problems when you come for the service? (1) timeliness ( ) (2) customer relationship ( ) 47 . Q7.

(3) infrastructure (4) others Problem for service Timeliness Customer relationship Infrastructure Others ( ) ( ) %age 46 15 5 34 problem for service other infrastructure customer relationship timeliness 5 0 10 15 20 30 40 46 50 Interpretation:- In this diagram we have clearly show that there are 46 percentage customers having timeliness problem. How will you rate the cargo motor in maintaining good customer relationship? (1) Good ( ) (2) Average ( ) (3) Poor ( ) 48 . so there is a big factor which is affected by the customer service. 5 percent customers have customer relationship problem. Q8.

There are 57 percentage of customer has customer relationship.Rate of good customer relationship Good Average Bad %age 20 57 33 bad Average good Interpretation:- this diagram is show the rate of good customer relationship from the customer. Are you satisfied with the service charges? (1) Very dissatisfied (2) Somewhat dissatisfied (3) Nether satisfied nor dissatisfied (4) Very satisfied (5) Somewhat satisfied ( ( ( ( ( ) ) ) ) ) 49 .20 percentage has tell there are good customer relationship but this is less rate given by the consumers Q9.

so we can say that there are somewhat dissatisfied customers. Which type of vehicles you want to buy? (1) 1613 (2) 2515 (3) 2518 (4) 4018 (5) Other ( ( ( ( ( ) ) ) ) ) 50 .Satisfactory service charges Strongly dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Strongly satisfied %age 21 26 23 17 13 service charges strongly dissatisfied 30 25 20 15 10 5 0 somewhat dissatisfied neither satisfied nor dissatisfied somewhat satisfied strongly satisfied strongly dissatisfied Interpretation:- In this there are show service charges satisfaction in the diagram and 26 percentage of the customers are somewhat dissatisfied. 13 percentage customers are strongly satisfied. Q10.

Q11.This diagram is clearly shows that 1613 is a main vehicle which is most of the people want to purchase this vehicle. Will you want to come for service next time? (1) Yes (2) No (3) Can’t say No of customer Yes ( ) ( ) ( ) Percentage 72 51 35 50 12 16 18 100 .VEHICLES 1613 2515 2518 4018 OTHERS %age 35 12 16 18 19 Demand of the vehicles OTHER 1613 2515 2518 4018 150 19 0 Interpretation:. Another side there are 2515 is a that vehicle which is less popular and very less people want to buy this vehicle.

In this above diagram we have 72% those people. Q12. who want to come for service and 28% those people they don’t want to come for service in the workshop. If you don’t come again. then what is the reason behind this? 52 .No 28 80 70 60 50 40 30 20 10 0 yes no Interpretation:.

because there is heavy demand of 1613 vehicles because service station is near by army. 3 percent consumers are not coming from the Infrastructure reason Findings There are 35 percent of people want to buy 1613 vehicle. (3) Infrastructure (4) Poor dealing of Employees (5) Others Reason for not coming again Poor timing Infrastructure Poor dealing of Employees Others %age 44 3 7 18 ( ( ( ( ) ) ) ) 70 60 50 40 30 20 10 0 4 12 14 70 poor timing infrastructure poor dealing of employees others Interpretation:.In this there are mixed solution given by the consumers. 53 • . There are 44 consumers are agree to say that there are lack of time so they cannot come again this workshop.(2) Poor timing.

the service is not in time because some workers are not working properly and they create bad environment. because there are not another service station in the Pathankot area.• When there are any vehicle come for service then. There are some customers are going to another private service station. There are 72% people want to come for service. There are only one complains from the customer side that service is not in time. because the cargo motors always delay the service. • • • SUGGESTIONS AND RECOMMENDATIONS 54 . so that they go to the other service station.

Manager should be proper control of the lazy worker. so that they can full fill the demand of the customer. there should be proper supply of the vehicles.• Pathankot is an army area and there are heavy demands of heavy vehicles so. • There should be proper sitting facility in their service center • • CONCLUSION The development of project “CUSTOMER SATISFECTION” is a original creative. because they create bad environment in the workshop. As MBA student has tried to increase my experience 55 . Some time there is lack of parts of vehicles so that service is not in time.

Because there are in army and they want to demand the vehicles.and knowledge by working in a practical world. How many vehicles you have of cargo motors? (1) 0 to 2 ( ) (2) 3 to 5 ( ) (3) more then 5 ( ) 56 . I found that the satisfaction level of the customers those are come for the service in the workshop. Finally. In course of development of this project I have introduced too much questions and got a survey regarding the consumer satisfaction about different vehicles. We have gained as in sight into the working of project –“CUSTOMER SATISFACTION”. there are also suitable GRIF they are regular demand for the 1613 vehicles and they don’t complete the demand of the GRIF. There are demand is more then the supply. QUESTIONARE Q1. The project has been a rewarding experience in many ways. We have made our sincerest efforts to complete this work as much perfection as possible. The project “CUSTOMER SATISFACTION” is based on information about various vehicles those who are come in the workshop for service. we would like to mention that this project has given us an idea of handling real situations.

( ) Q3 How long you are coming to this workshop? (5) Less then six months. ( ) (7) One year to two years. ( ) (6) Six month to one year. ( ) (6) Newspapers. ( ) (8) More then two years. How will you rate the cargo motor in maintaining good customer relationship? (1) Good ( ) 57 .Q2 from where did you heard about this workshop? (5) Magazines. ( ) (7) Television. Are you satisfied with the company’s free service plans? (1) Very dissatisfied ( ) (2) Somewhat dissatisfied ( ) (3) Nether satisfied nor dissatisfied ( ) (4) Very satisfied ( ) (5) Somewhat satisfied ( ) Q5. Do you feel there is change required for improving the procedure of the service? (1) Very disagree ( ) (2) Somewhat disagree ( ) (3) Nether agree nor disagree ( ) (4) Very agree ( ) (5) Somewhat agree ( ) Q6. ( ) (8) Local advertisement. Do you agree that the services are done on time? (1) Very disagree ( ) (2) Somewhat disagree ( ) (3) Nether agree nor disagree ( ) (4) Very agree ( ) (5) Somewhat agree ( ) Q7. ( ) Q4. Which problem you face when you come for the service? (5) timely ness ( ) (6) customer relationship ( ) (7) infrastructure ( ) (8) others ( ) Q8. ( ) (9) Others.

Will you want to come for service next time? (1) Yes (2) No (3) Can’t say ( ) ( ) ( ) Q12. Are you satisfied with the service charges? (1) Very dissatisfied ( (2) Somewhat dissatisfied ( (3) Nether satisfied nor dissatisfied ( (4) Very satisfied ( (5) Somewhat satisfied ( Q10. ( ) (2) Infrastructure ( ) (3) Poor dealing of Employees ( ) (4) Others ( ) Thanks for the participating in the survey 58 . then what is the reason behind this? (1) Poor timing.(2) Average (3) Poor ( ) ( ) ) ) ) ) ) Q9. If you don’t come again. Which type of vehicles you want to buy? (1) 1613 (2) 2515 (3) 2518 (4) 4018 (5) Other ( ( ( ( ( ) ) ) ) ) Q11.

tatamotors.BIBLIOGRAPHY • • Magazines • Newspapers • 59 .

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