Summer Internships 2010 PGDM 2009-11

S u mmer I n t ern shi p Proj ect Report on ´Tool to calculate the Technician Efficiency and Productivity.µ
Un d e rta k e n a t

Honda Greater Noida
Prepared By:

Company Guide Mr. Prabhjot Singh

Faculty Guide Mr. Soumitro


I hereby declare that the training in the After Sales Department at Honda Siel Cars India Ltd has been attended by me from 15/04/2010 to 15/06/2010 , as a part of the partial fulfilment of the two year full time POST GRADUATE DIPLOMA IN BUSINESS MANAGEMENT (PGDM) batch (2009-2011) at COLLEGE OF MANAGEMENT STUDIES, IILM GREATER NOIDA. Under the able guidance of 1) 2) Mr. Prabhjot Singh - COMPANY GUIDE. Mr. Soumitro - FACULTY GUIDE. TOOL TO MEASURE THE EFFECIENCY AND

The topic I have undertaken was PRODUCTIVITY OF TECHNICIANS .


I take pleasure to thank all those who have helped & supported me for completion project at Honda Siel Cars India Ltd.

of this

First of all I would like to thank Prof. Mr. Soumitro for the encouragement & guidance that he gave, under whose guidance I was able to successfully complete the project. I would, with profound pleasure and proud privilege; I take this opportunity to express my deep sense of gratitude and indebtedness to the Honda Siel Cars India Ltd, Greater Noida for giving me opportunity to undertake this project. I would like to express my sincere gratitude to my company guide Mr. Prabhjot Singh for giving me this opportunity to complete my internship in this esteemed organization and for their kind support. I am thankful from my heart to the company guide, Mr. Prabhjot Singh, Service Planning, for this project, for his constant, able and friendl y guidance, co-operation and suggestions in completing my project and allowing me to go through various records of the companies related to my project. In spite of his very busy schedule, he devoted a lot of time to my project. Then I express my grateful thanks to whole staff members for regularly giving me the database of dealers and helping me out to deal with the preferred customers and get feedback from them I would like to thanks to Mother & Father who supported me Mentally, Emotionally throughout the completion of this project & without their blessings the completion of this project is difficult. I am also thankful to the management of IILM -CMS, who has given me an opportunity to work with such an esteemed international organization at the start of my career. I would also like to thanks my fellow trainees Varun and Rajat who ware my partners in the project during internship. Last but not the least, I feel indebted to all those persons in the organisation who provided their directly or indirectly in completion of project.

The objective of the project is to critically study and analyse the ´ TECHNICIAN EFFECIANY AND PRODUCTIVITY ON THE WORKSHOP FLOORµ. The ultimate aim of our project was to replace the tool of the Job Controller with the tool that we have developed in-house at Honda Siel Cars India Ltd. The differentiating factor between the existing tool available at the dealers of Honda and the tool that we have developed is that our tool is a graphical enterprise. The new tool has got the permission of Mr. Pradeep Chakravarty ² GM After Sales Honda Siel Cars India Limited. Under his auspicious regards we have gone ahead with tiny but far reaching Endeavour. We have set about the task of going different dealers in and around NCR region. To make this project a truly a versatile one, we have decided to take it pan India. I personally along with my colleagues, my fellow trainees Mr. Varun from IILM GSM Greater Noida and Mr. Rajat have to two different dealers one each in Noida Sector II being Ace Honda and other being Southend Honda near Badarpur Border. The Southend Honda has a rich history as it being the foremost Honda dealer in India and the first place to introduce the Quick Service, a novel Service provided at Honda dealers. I along with my colleagues have meticulously collected the data at both the mentioned dealers and have prepared a comprehensive report for both the dealers taking alt the factors into consideration. My mentor Mr. Prabhjot Singh, the architect of this whole project, had a meeting with General Manager of Ace Honda alias Colonel. The meeting has been a resounding success; the management of Ace Honda has agreed to replace the existing tool with our tool. To add to this the Mumbai project has also tasted the same success, where Mr. Prabhjot Singh, himself got it implemented. The Southend report has been prepared and a meeting would be held with the Southend management as soon as possible.


1. To replace the job controller sheet at the Honda Dealer·s with the tool developed in-house at HSCI. 2. To measure the Efficiency and Productivity of Technicians in the workshop. 3. Findings and Recommendations.

y Understand the various activities that encompass the After Sales Division in

y Understand the various types of Services that a Honda car goes through in a

workshop of a dealer.
y Understand the nuances of job allocation to various technicians in the

y To analyze the level of Efficiency and Productivity of technician·s. y To provide suggestions and recommendations to the dealer so that they can

service the cars more effectively.

I VE FAILED 99% OF MY TRAILS. They are also ventured into aerospace with the establishment of GE Honda Aero Engines in 2004 and the Honda HA 420 Honda Jet. Acura in 1986. Honda spends about 5% of its revenues into R&D. Honda has been involved with artificial intelligence (AI) / robotics research and released their ASIMO robot in 2000. producing more than 14 million Internal Combustion Engines each year.CHAPTER ² 2 INRTODUCTION AN OVERVIEW OF THE HONDA MOTOR COMPANY LTD Honda is the world s largest manufacturer of motorcycles as well as the world s largest manufacturer of Internal Combustion Engines measured by volume. IN ORDER TO SUCCEED IN THE REMAINING 1% . Once Soichiro Honda famously said. . Honda was the first Japanese automobile manufacturer to release a dedicated luxury brand. The spirit of Soichiro Honda forever has been inscribed in every car and engine that Honda builds. scheduled to be released in 2011. Since 1986.

four. and his unparalleled achievement of bringing motor cycles to the masses. he nurtured his gr owing interest in motor vehicles by building race cars and tooling with his Harley motorcycle. and his skills allowed him to open the doors of his very own repair shop in 1928. So his company built bigger and faster machines. and the passion grew. He utilized what he had learned about piston rings to form the Tokai Seiki Company.HISTORY SOICHIRO HONDA (NOV 17. he became part of an auto repair shop. . and began producing small motorcycles. and a manufacturer. he attended technical school in order to discover the perfect way to manufacture a piston ring. During his free time. two. 1906 ² AUG 5. Soichiro Honda was a racer. founded a small company. But first. He dreamed of giving people everywhere an economical form of transportation. a businessman. But most of all he was a dreamer. Honda combined his inborn knowledge with his new technical knowledge to take the first tentative steps toward entrepreneurial success. Soichiro Honda. He dreamed of a better way of making piston rings. Honda possessed a natural talent for anything motorized. and it was an ambition which he would fulfil in time. He also loved racing too. His greatest dream was to become a world-renowned car racer. the auto lover found himself employed as a technician. When he was fifteen. including one built in 1949 called the D -Type Dream. As his curiosity grew. 1991) ² AN EXTRAORDINARY MAN The Honda story is the story of one man. and began production. Japanese entrepreneur Soichiro Honda had loved motor vehicles almost since birth. five and six cylinder race bikes and won the Isle of Man.

Honda saw potential in another market: the American market. Honda had weathered the storm and saw his dream at least partially realized when his company became the top motorcycle manufacturer in Japan. Ltd. citing the low sales figures for motorcycles in the United States. And a dream it was. Following the launch of the company s first success the C model motorcycle Honda and his then-twenty employees launched themselves into motor history with the three horsepower. it conserved valuable fuel. Honda began to realize the enormous po tential in a global expansion of his empire. But Honda and his trusted advisor Fujisawa ignored the pleas. fuel efficiency was not foremost in the minds of much of the public. Honda cornered the market on badly needed generator motors. it provided a temporary escape from the surrounding troubles. perhaps most importantly. While his business associates encouraged him to open a plant in either Europe or Southern Asia. In 1959. The overwhelming success of the D model and the later E model helped Honda build a reputation for quality and design supremacy. AHMC set up shop in various hardware stores and sporting good stores. newly appointed Ex ecutive Vice President and General Manager Kihachiro Kawashima officially introduced American Honda Motor Company to the American public. The motorcycle was aptly named the Dream D after jubilant employees allegedly shout ed It s like a dream! upon its completion. even when an early-1950s economic depression threatened to dim the company s shining star.HONDA MOTOR COMPANY LTD In 1928. Just two short years later. two-speed transmission D model. realizing that America was becoming an increasingly important presence in the global marketplace. However.000 allowance. and. . With a $250. Soichiro Honda was fulfilling his lifelong dream of mastery on the racing circuit. the time was now or never for Honda America. The new enterprise faced a hard sell to dealers and the public alike: the name Japan still held negative connotations for an American society struggling with its own w artime memories. the Honda Motor Company. Then. as World War II ravaged Japan. By 1955. The company initially found its niche in the manufacture of motorcycles. and the vehicles of America were expected to be faster and leaner than their Japanese counterparts. His growing capital allowed him to break ground on the Honda Technical Research Laboratory in 1946. Marketing experts pleaded with Honda to change his mind . When those top sales figures expanded to include the world in 1959. Due to the disinterest of sceptical American dealers. The motor world would never be the same. would open its doors in Hamamatsu. at the same time AHMC was experiencing the growing pains of a rookie company. The Dream D was like a dream come true for the war-recovering Japanese society: it was inexpensive. Soichiro Honda secured his first of many patents (for automobile wheel spokes).

The enormous popularity of Honda s CB model motorcycles helped convince the public that their faith in Honda was well -placed. This publicity helped boost the Honda i mage in America. and Odysseys bear the Honda seal of excellence. for the crowning of a new American Honda president (Tetsuo Chino) in 1983. Passports. leaving Kiyoshi Kawashima to carry on his legacy. simplicity. Preludes. It would also solidify its image with a series of philanthropic efforts. His vision finally fulfilled. Honda unveiled its first automobile and truck products in 192. Honda would also be on hand for a Team Honda first -place victory in world motocross in 1981. for a series of honorary distinctions (including a clean sweep of the Motor Trend Import Cars of the Year selections). With the success of the American Honda Motor C ompany. . Honda International Trading was exporting its now -successful American creations to Japan. Part of the reason for this hesitation was Honda s subsidization of its US market. Civics. AHMC struck one final blow to the competition with its risky and expensive! advertising onslaught during the 1964 Academy Awards. which delayed its approval for Honda's entrance into automobile manufacturing. closing the circle of success.S. In 1969. which would revolutionize the workplace with its emphasis on teamwork and cooperativeness. Soon. In spite of the initial delays. and now automobile supremacy. both the American public and the American government were more than receptive.He won the Isle of Man in the early 1960s. fuel efficiency. Soichiro Honda set another standard when he became the first Asian to be inducted into the U. He faced hurdles from the government. Ohio). Honda retired in 1973. When the top-selling Accord made its way onto American streets a few short months later. easy maintenance. American Honda also introduced its first automobile im port. Honda would witness the birth of yet another successful corporation (Honda of America Manufacturing in Marysville. the Honda success story was finally comp lete: Japanese motorcycle supremacy. Automotive Hall of Fame. and a unique (rebellious?) design. Soon. worldwide motorcycle supremacy. Honda felt more confident than ever in his next goal: dominance in the automobile industry. Today. and Honda s reputation was further boosted when it was honoured with its first manufacturer s award in 1962. Millions of motorcycle and automobile lovers around the world can attest to that excellence. and for a most fitting 25th anniversary present of record -setting sales. The story was much the same: initial scepticism (could a motorcycle man really make effective automobiles?). followed by eventual success. the N600 Sedan. Despite its slow start. the company would become the standard bearer in the industry. For all of his contributions and milestones. when Honda embarrassed the competition with his environmental-friendly Civic automobile (in a time of growing pollution concerns) in 1972. AHMC was dominating sales in the same manner as its Japanese counterpart by the end of its fifth year (matching the original HMC s 65% share of the market with its own impressive 62% share). and continued a steadily rising string of successes on the race course. which led to questionable pricing practices in Japan. Honda s selection of Accords. The company also reached out to a weary public through an ambitious magazine advertising campaign that emphasized Honda s strengths: dependability. So. But the ploy worked jumpstarting sales by millions. Acura s. pioneering both the Motorcycle Industry Council and the Motorcycle Safety Council.

Isle of Mann TT. Whether it was the CVCC (Compound Vortex Control) engine in the sixties or the solar powered car of the nineties. X. As a result. simple and a pragmatic one. VII. XIII. . VI. XI. World Super Bike and Motor Cross. XII. VIII. CHINA THE USA PAKISTAN CANADA ENGLAND JAPAN BELGIUM BRASIL NEW ZEALAND INDONESIA INDIA THAILAND TURKEY. EFFECIENCY. IX. and make a significant contribution to the creation of a better society. Moto GP. Honda to test their world class stands have been involved in motorsports all over the world including Formula 1(they exited F1 in 2009 with the sale of Honda F1 team to Brawn GP). III. V. HONDA GLOBALLY Honda has manufacturing plants all over the world. Globally Honda machines are known for their reliability. List of the manufacturing plants are as follows: I. WE CONVERT FUEL TO ENERGY. IV. It has manufacturing units in five parts of the globe. II. And its products are used in every part of the world. most of the products that Honda developed started out by making a difference. Indy car racing. HONDA·S MISSION STATEMENT Honda s Mission statement is a very short. His desire was to lead the world in technology.HONDA·S GLOBAL VISION Soichiro s vision was international in character. efficiency and world class quality. they all sought to challenge and overcome conventional wisdom.

. III. ELECTRIC. AUTOMOBILES. ROBOTS. JET ENGINES.GLOBAL PRODUCT LINE: Honda has a vast list of products to its credit.AL GENERATORS. ALL TERRAIN VEHICLE S (ATV S). IV. I. JETS. Soichiro Honda has left behind in anything and everything they build and comes out of Honda s factory line all over the world. X. MOTORCYCLES. VII. III. V. SCOOTERS. Honda has carried on the sprit and legacy that Mr. MARINE EQUIPMENT. Here is a list of product line of Honda machines. IX. AUTOMOBILES. II. LAWN AND GARDEN EQUIPMENTS. VI. II. ELECTRIC GENERATORS. It manufactures from lawn movers to Jet engines. MOTORCYCLES. INDIAN PRODUCT LINE: I. VIII.

Chapter ² 3 BEYOND BUSINESS HONDA·S OROGIN ² THE HONDA PHILOSOPHY nda ph Th ndu and d    ©¢    ¢   ¡ ph h ba n a ng a a a a h pan a v h ugh h nda and up h anda d Th nda ph ph h pan p n p and h Th Ba d n h a pan ¦ ©¢   ¥   ¢   ¥ a va u ha d b a a a n h anag n p and h unda n a b ¦ £¢ ¥ ¢  ¥ ¨    ¨   ¢ ¥ ¨£ ¥ § va u nda a p an h Company principle The purpose & reason for existence of the Honda group The center of the philosophy of the Honda group Fundamental beliefs C ! u n ¢¨ £¦¤ a n a n ng a g ba v a a nab p p n d d a d d a d a a upp ng p du h h gh qua   ¦ ¦£¤  ¥  £    ¢ ¥ §  ¢£ £ ¨ ©¢ ¢ ¥  ¨ ¥    £' ¤¨¢' ¨¢ §  £¨  ¤ §¥ ¥   £ £  £  ¥ ¢   £    ¨  '  £¢ ' £ ¤ ¢¤ &% $ $# " N NC ¤ £ £ £    ¨¢   ¥ ¨ ¢ ¥  £¤  ¤   ©  § § § §  ¢ ¢ ©¢ ¥£  ¢¨ ¢    £ ¥  £¢ ¥¥ ¤¤ ¦ ¡ §  ¥ nda up p h u and u a p n b Guidelines for associates in the performance of their daily operations Management policies    ¨¢ § ¨ ¥ ¥ ££¤£ £ ¥ ¢ ¥ ¨ ¤ £¢ ¥ ¥£ ¤£ §¤ §  ¥    ¥  ¥  ¢¨ ¢¨  ¥  £¢ ¥¥ ¤¤ ¢ £ © ¢£ ¥£  ¢    ¡ § ©¢    ¤¤ ¨¢ ¥£ ¥    ¥©¨¢ ¦ ¢ ¥¢¤£ ¥ ££ £ ¦ § § ¢ ¥  ¤ ¡  ¥¦¢   ¨  ©  ¤ £ £¨ ¦ ¥ ££¤¢   ©   ¨ ¥ ¥  ¤ §¢   ¥ ¦ ¢ ¥¢¤£  ¢ ¢   ¡  h p d nd v dua a a .

y THE JOY OF CREATING The joy of creating occurs when Honda associates and suppliers involved in the design. sex age religion. The joy of creating occurs when quality products exceed expectations and we experience pride in the job well done. y THE JOY OF SELLING The joy of selling occurs when those who are engaged in selling and servicing Honda products develop relations with a customer based on mutual trust.  THE THREE JOYS y THE JOY OF BUYING The joy of buying is achieved through products and services that exceed the needs and expectations of each customer.FUNDAMENTAL BELIEFS  RESPECT FOR THE INDIVIDUAL y INITIATIVE Initiative means not to be bound by preconceived ideas. Trust is created by recognizing each other as individuals. . engineering and manufacturing of Honda products recognize a sense of joy in our customers and dealers. An individual s race. helping out where others are deficient. Honda associates. social or economical status have no beari ng on the individual s opportunities. accepting help where we are deficient. dealers and distributors experience pride and joy in satisfy ing the customer and in representing Honda in the customer. while understanding that you must take responsibility for the results of those actions. national origin. educational background. and making a sincere effort to fulfil our responsibilities. Through this relationship. y TRUST The relationship among associates at Honda should be based on mutual trust. but think creatively and act on your own initiative and judgment. sharing our knowledge. Our company is committed to this principle and to creating equal opportunities for each individual. y EQUALITY Equality means to recognize and respect individual differences in one ano ther and treat each other fairly. development.

Be ever mindful of the value of research and endeavour. Creating new value means appl ying innovative ideas to anticipate changing n eeds and give shape to dreams. and encourage open communications. Enjoy your work. In order to realize this vision. 3 10 )( . Strive constantly for a harmonious flow of work. 5 Striving to be a company society wants to exist Creating new value Commitment to the future Expanding value Honda philosophy 4 y y y y y Proceed a a with a bition and youth u ness. Respect sound theory. develop fresh ideas and ma e the most effective use of time. Commitment to the future means working to improve safety for everyone while also minimizing our burden on the environment and consumption of the earth s resources. based on the Honda philosophy. Expanding values means helping people realize their dreams by contributing to local communities wherever we are active around the globe. Striving to be a company society wants to exist .MANAGEMENT POLICIES ( 2 CSR INITIATIVES BASED ON THE HONDA PHILOSOPHY Honda formulated its vision statement. we have established three directions: creating new value and commitment to the future.

a Siddharth Shriram Group company. 76 .).000 units per annum.000 sq. HSCI s first state-of-the-art manufacturing unit was set up at Greater Noida. The company s second manufacturing facility is in Tapukara.000 units. reliability and fuel-efficiency. m. with an investment of about Rs 1. 74 and 28 respectively.CHAPTER ² 4 HONDA SIEL CARS INDIA LTD Honda Siel Cars India Ltd. (HSCI) was incorporated in December 1995 as a joint venture between Honda Motor Co.P in 1997. Honda s models are strongly associated with advanced design an d technology. to the Indian customers. Honda City. Honda Civic and Honda Accord which are produced at the Greater Noida facility with an indigenization level of 77 .. Rajasthan. The total investment made by the company in India till date is Rs 1620 crores in Greater Noida plant and Rs 784 crores in Tapukara plant. Ltd. apart from its established qualities of durability. This facility is spread over 600 acres and will have an initial production capacity of 60. The company s product range includes Honda Jazz. The first phase of this facility was inaugurated in September 2008.000 crore..00. The greenfield project is spread across 150 acres of land (over 6. 7 7 7 7 6 . The CR-V is imported from Japan as Completely Built Units. The annual capacity of this facility is 100. Japan and Siel Limited. with a commitment to providing Honda s latest passenger car models and technologies. U.

both the variants are available in 2 attractive types . The company has also launched the 1.Honda Jazz and Jazz Select edition in Manual Transmission.000 units sold within one year of its launch. all the variants are available in 2 attractive types Elegance and Inspire.5 V MT & AT version of the City in September 2009. and spacious cabin and equipped with various active and passive safety features. VMT and VAT. Since its launch in the country in 1998. The Jazz s dynamic performance is achieved by a newly developed four-cylinder 1. Safety of passengers and pedestrians is a top priority for Honda and all safety equipment is standard across all variants. Th e Jazz practicality has been enhanced with three-mode Magic Seat configuration to achieve multiple seating and cargo -carrying configurations for long or tall objects in addition to the standard five -passenger mode. versatile utility and remarkable performance. The new Honda City is available as SMT.2-liter i-VTEC engine. The Honda Jazz is available in two variants . HONDA CITY Honda s all-new Third Generation Honda City was launched in September 2008. It comes with a completely new design.Mode & Active. 8 . Widely acclaimed for its dynamic styling.PRODUCT LINE HONDA JAZZ Honda Jazz is the company s first offering in the premium compact car segment.1 km/l. spacious interiors. The Jazz is a segment-defining car that has won accolades and adoration all over the world. Honda City has been a best seller in the premium car segment. as per ARAI test data. new engine. the Honda Jazz brings added fun and excitement to the driving experience.200 rpm and Torque of 110 Nm (11. Additionally. The all new Honda City achieved milestone sales with 50. featuring Programmed Fuel Injection that delivers maximum output of 90 PS (66 kW) @ 6. Additionally.2 kg-m) @ 4800 rpm while giving impressive fuel economy of 16.

VMT & VAT. The new Curved 5 Point Metallic Front Grille and restyled Front Sporty Bumper add to a pulsating and aggressive appeal of the car. . These awards truly exemplify the experts as well as the customers admiration and trust in the product. New Civic is available in 3 variants SMT. HONDA CIVIC The Civic is Honda s largest selling model globally and is now sold in ap proximately 160 nations and regions worldwide. The new Civic was launched in September 2009 with more aggressive and sportier look.The all new Honda City has bagged several awards including 3 Car of the Year and the prestigious ICOTY (Indian Car of the Year) 2009. The new V grade Civic juxtaposes Honda s advanced technology with striking design. UTVi Auto car Awards and CNBC TV 18 Overdrive Awards. The model made a clean sweep in the viewers choice category winning all 3 awards announced by NDTV Car India & Bike India Awards. Honda Civic was launched in India in July 2006 which became a runaway success and was also awarded the Indian Car of the Year in 2007. The introduction of stylized Dark Smokey Headlights & Crystalline Octagonal Tail Lights enhances the contemporary look of the car.

four-.5L V6 engine. HONDA CR-V The Honda CR-V is sold as a Completely Built Unit (CBU) import and is available on confirmed order basis for the customers.4. The 3.4 Elegance and Accord 2. The All -new Accord comes with 5-speed Manual Transmission and 5 speed Automatic transmission with Paddle shift. HSCI launched the 8th generation Honda Accord in India in May 2008.4 Inspire.5L i-VTEC engine features an advanced Variable Cylinder Management (VCM) system that switches between six-. The AT now has Shift Holding System which avoids unnecessary gear shifting on winding roads and helps in hassle free drive. . The new 8th generation Honda Accord has also won the UTVi Auto car Best Luxury Car award in 2009. The Honda Accord V6 3. The Honda Accord is available in 2. to give the exhilarating experience of F -1 racing.4L comes in three types in both Automatic and Manual transmission Accord 2. The Honda CR-V was first introduced in India in July 2003.HONDA ACCORD The Honda Accord was first introduced in India in year 2003. and three-cylinder combustion depending on the driving conditions and thereby delivering maximum power of 275 PS during six cylinder operation and impressive fuel economy in VCM mode while cruising. The all new 3rd generation CR-V was introduced in India in November 2006 which offered its customers a distinctive combination of the comfort of a sedan with the thrills of a SUV . The 2. Honda CR -V was adjudged the SUV of the Year by NDTV Profit Car & Bike and Overdrive and also won the Best Driver s Car award by CNBC TV-18 Auto car Auto Awards in 2007. It went on to become the segment leader since its launch winning several awards for itself.4L and 3. Accord 2.5-liter comes with Electric Sunroof and additional luxury features for enhanced exterior styling.

Service. SALES NETWORK Honda Siel Cars India has a strong sales and distribution network spread across the country.0 L . . The Honda CRV is available in 2. HSCI dealerships are based on the 3S Facility (Sales. offering complete range of services to its customers. Spares) format.4L MT /AT Real-time 4WD.Honda launched a refreshed version of the 3rd generation CR -V in November 2009.The new Honda CR-V offers its customers a distinctive combination of refined styling and high quality. The network includes 117 facilities in 70 cities.MT 2WD and 2.

for which Honda has designed a special programme called the Honda Care Roadside Assistance .Rs. However in the unfortunate & unforeseen event of a breakdown or road accidents what you need is immediate help. Our goal is to ensure that you get prompt assistance during such a situation. 1500 2 Yr . CUSTOMER BENEFITS Honda Roadside Assistance at home or on the road If your vehicle is immobilized whether at home or on the road. 3250 4 Yr . The programme is designed to enhance your overall Honda ownership experience. a mobile technician will be sent to mobilize your vehicle at the roadside. 2500 3 Yr . 4000 Honda Roadside Assistance is accessible to customers through a na tional toll-free number 1800 103 3121 providing onsite assistance services in the event vehicle is immobilized due to electrical or mechanical breakdown.CHAPTER ² 5 UNIQUE FEATURES HONDA CARE ROADSIDE ASSISTANCE Driving is always fun with a Honda vehicle and you can look forward to years of enjoyable driving. Request to please save this no. If the problem is something that can be resolved at the roadside.Rs. in your handset for emergency. Honda Care Roadside Assistance will attends to your vehicle. by providing 24×7 Roadside Assistance emergency support.Rs. The cost for the Roadside Assistance package is as follows: 1 Yr . .Rs.

Customers are entitled to service under this program if within a 100 Km radius of an Authorized Honda Dealer in India and as long as the vehicle has broken down on gazette. the driver and passengers (maximum number of persons covered equals to the number of people the Honda vehicle could legally carry) will be provided with one free taxi ride. bolts or valve related issues Depending on the type of problem either a mobile technician will be sent to mobilize your vehicle at the roadside or a recovery vehicle will be sent to recover your vehicle to the nearest Authorized Honda Dealer. Ve i le e ve y f ll wi g D G @@ DF D B B C B@ A @ 9 F D A i e t If your vehicle is unable to be mobilized following a road traffic accident. F FP P U ge t Me ge el y You will be provided an urgent message relay service to help keep in contact with family. Lost keys or Broken vehicle keys * Tyre problems: Puncture. T xi Be efit If your vehicle is recovered to an Authorized Honda Dealer by Honda Care Roadside Assistance.Ve i le e ve y f ll wi g e i l ele t i l b e k If your vehicle is unable to be mobilized following a mechanical or electrical breakdown. bitumen road. PCBCC DFE 9 B PF@ D @DF P PPF G PGFBC CF FGDBH I e i e i t ei e f u e When your vehicle is immobilized due to any of the following human errors like: * Battery problems: Dead battery * Fuel problems: Out of fuel. friends. a recovery vehicle will be sent to recover your vehicle to the nearest Authorized Honda Dealer. B D BG F C F@ C @ CB F@ DF9@ E D B B A C B@ A @ 9 D w C . Incorrect fuel or Contaminated fuel * Key problems: Locked keys. Honda Care Roadside Assistance will organizes to send a recovery vehicle to recover your vehicle to the nearest Authorized Honda dealer. and/or work colleagues in the event of a vehicle breakdown or accident. up to 50kms from the breakdown location. in order to continue your journey . N te: .

/ EPCG Sales. y y y y . Auto Terrace is also the right place if you are looking for a Quality Pre -Owned Honda. Special Excise Duty Exemption Sales. High Sea Sales. y Transparent documentation. you can: y y Exchange your existing car any make. Why Honda Auto Terrace: y One-stop shop.000 km warranty*. Canteen Stores Department (CSD) for Indian Defence Forces. y Fair price deals. Buy a Certified Pre-Owned Honda with 1 year/15. At Honda Auto Terrace. any model for a Brand New Honda c ar.AUTO TERRACE Welcome to Auto Terrace Honda s one-stop facility for Exchange and Pre -Owned Car Purchase Auto Terrace helps you exchange your existing car for a Brand New Honda. Government Departments under Special Government Prices. y Warranty on Pre-Owned Honda cars* CORPORATE SALES Our corporate sales cover the following areas: y Sales to Corporate Houses -Buying in name of company or in the name of their individuals (including spouse).

Retail stores will often have a desk or counter devoted to dealing with returns.CHAPTER ² 6 AFTER SALES SERVICE CUSTOMER SERVICE According to Jamier L. [4] From that perspective. Don Peppers an d Martha Rogers. In their book Rules to break and Laws to Follow. so it's easy to short change them emotionally. Customer service is a series of activities designed to enhance the level of customer satisfaction expectation. Scott (2002). a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. the feeling that a product or service has met the customer T SR Q Cu t e se vi e is the provision of service to customers before. many organizations have employed a variety of methods to improve their customer satisfaction levels. To address this argument. They will remember you. U T . But this lack of visual and tactile presence makes it even more crucial to create a sense of personal. In the Internet era. defective or broken merchandise can be exchanged. entrepreneur and customer systems innovator Micah Solomon has made the point that "Online customers are literally invisible to you (and you to them)." From the point of view of an overall sales process engineering effort. that is. customer service should be included as part of an overall approach to systematic impr ovement. Ph. Customer service may be provided by a person (e." Its importance varies by product.D. often only with a receipt and within a specified time frame. Examples of self service are Internet sites. human -to-human connection in the online arena." [2] Customer service is normally an integral part of a company s customer value proposition. exchanges and complaints. or by automated means called self-service." Further. Some have argued that the quality and level of customer service has decreased in recent years. or will perform related functions at the point of sale. customer service plays an important role in an organization's ability to generate income and revenue. Writing in Fast Company. and other KPIs. sales and service representative). and that this can be attributed to a lack of support or understanding at the executive and middle management levels of a corporation and/or a customer service policy. "customer trust can be destroyed at once by a major service problem. write that "customers have memories. with a thousand small demonstrations of incompetence..g. or it can be undermined one day at a time. whether you remember them or not. However. during and after a purchase. industry and customer.

but the challenge is to select a few which reflects your overall strategy. Y X ... which will deliver the most value to the overall objective. make sure that you don't leave your customer with an unanswered question.INSTANT FEEDBACK Recently. This has been shown to be useful as it allows companies to improve their customer service before the customer defects. 2. It is okay to say "I don't know". not at them. cost saving. thus making it far more likely that the customer will return next time. X WV Cust e se vi e A challenge working with Customer Service is to ensure that you have focused your attention on the right key areas. It must also be done in such a way that staff sincerely believes that they can make a difference with the effort. service improving etc. "But let me find out" or possibly but my friend knows!" Whatever the situation may be. In doing so it helps them to know that you care and it will leave them with the "Feel Good Factor" that we are searching for. The focus must be of those KPIs. There is no challenge to come up with a lot of meaningful KPIs. but to offer them an experience that exceeds their expectations. Make sure to look your customers in the eye. and eye contact. Several key points are listed as follows: 1. It shows that we are listening to them. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter.Nothing surprises your customer more than an employee going the extra mile to help them. Body Language/Communication . but it should always be followed up by.Know what products/service you are offering back to front. Know your product . e. Two of the most important parts of positive body language are smiling. In other words be an information expert.Most of the communication that we relay to others is done through body language. Anticipate Guest Needs .g. 3. National Express. If we have a negative body language when we interact with others it can show our lack of care. One of the most important aspects of a customer service KPI is that of what is often referred to as the "Feel Good Factor". many organizations have implemented feedback loops that allow them to capture feedback at the point of experience. For example. measured by the right Key Performance Indicator. Always look for ways to serve your cus tomer more than they expect. And then of course smiling is just more inviting than someone who has a blank look on their face. Basically the goal is to not only help the customer have a good experience. one of the UK's leading travel companies invites passengers to send text messages whilst riding the bus.

on customer service conduct ISO 10002:2004. ISO and The International Customer Service Institute (TICSI) have published the following ones:      ISO 9004:2000. on quality management in handling customer complaints ISO 10003:2007. on dispute resolution The International Customer Service Standard (TICSS) There is also Information Technology service management standard: ISO/IEC 20000:2005. .STANDARDISATION There are few standards on this topic. Its first part concerns specifications and its second part the code of practice . on performance improvement ISO 10001:2007.

by going through the after Sales Manual and by practically learning in the workshop of different Honda dealer s. recommendations are provided which helps management in decision making process. Dissemination & use of information for the purpose of assisting management in decision making related to identification of problem & providing solution to it. RESEARCH DESIGN I have adopted Descriptive Research Design for my project as I have studied all the different aspects about the servicing of a Honda car. So in total 13 te chnicians were studied during the duration of the project. As we went along with gaining knowledge along each step we have modified it to make it all encompassing. On the basis of this study I have done my project. y This time in the manual is called as FRT acronym for Fix Response Time. analyzed interpreted & inferences are drawn & finally the findings. Southend Honda: 13 technicians. The data are collected using the most appropriate method. in fact all the data collected in the project is of Primary Data. Identification. Ace Honda: 7 technicians. SAMPLE SIZE Two Honda dealers. b a ` SAMPLE DESIGN A graphical sheet which we call it as tool is developed to measure the efficiency and productivity of the technicians comprehensively. . DATA COLLECTION Both primary and secondary data are collected for this project. B SECONDAY DATA: y The standard time given in the After Sales Manual is referred to a give a first perspective. II. DATA COLLECTION MET OD A PRIMARY DATA: y Most of the data. namely: I. Collection.CHAPTER ² 7 RESEARCH METHODOLOGY Research Methodology is the Systematic & Objective. y The data is collected is collected from Job Controller and Technician s on our tool.

almost two weeks of data and we have put that information in table. .CHAPTER ² 8 ACE HONDA We have collected a lot of first hand information from Ace Honda. Type 3: Idle time between the end of his job and end of his shift. Note: All the readings are in minutes. TABLE 1: IDLE TIME. Type 2: Idle time within the shift. NAME Manmohan Kundan Umakant Rajan Prempal Deepak Virender TYPE 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 Monday 114 18 30 42 18 66 60 72 132 96 18 156 6 102 102 12 132 6 Tuesday 18 18 96 12 18 102 186 6 36 36 24 90 18 24 48 - Wednesday Thursday Friday 6 12 6 54 30 48 0 18 138 0 18 54 30 24 60 30 30 114 66 12 60 30 174 0 6 0 0 114 24 144 36 42 84 12 6 24 30 24 120 0 66 24 36 42 162 42 84 24 60 0 126 Saturday 24 42 150 0 18 30 0 24 0 0 36 48 72 54 42 0 48 120 Sunday 0 42 66 0 0 24 0 36 42 0 48 24 6 30 18 Type 1: Idle time at the start of the shift. chart and graphical form for easy comprehension.

1000 900 882 822 780 738 800 700 600 708 726 648 500 400 300 200 100 0 Prempal Deepak Virender Manmohan Kundan Umakant Rajan .TABLE 2: IDLE TIME AND TECHNICIAN.

TABLE 3: IDLE TIME AND DAY OF THE WEEK 1400 1200 1182 1170 1000 800 600 732 654 522 708 400 200 336 0 Monday uesday Wednesday hursday Friday aturday d d c c unday .

TOTAL IDLE TIME: 663. e e e e 45% Bef r e first j b . SHOP UTILISATION: 72%.TABLE 4: IDLE TIME AND TYPE 24% Between first and last j b After last j b 31% TOTAL TIME: 2340.

TABLE 5: EFFECIENCY TREND OF THE TECHNICIANS. 160 140 120 80 60 20 0 ih u ay i u 40 q t p q sq r q p ihg f e 100 ay ues ay e s ay urs ay Fri ay atur a y q u .

6 ay .46 109.14 109.TABLE 6: EFFECIENCY TREND FOR THE WEEK 115.23 108.57 100.03 106.11 y x y y y ƒ y xy y  ay es ay e e s ay rs ay Fri a y at r a y „ „ † … †… … € ‚ € yxw v FF I N Y 116.

140 120 115 116 108 106 109 110 100 80 60 69 40 20 0 Manmohan Kundan Umakant Rajan Prempal Deepak Viender .TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE.

TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIAN. 120 100 80 Manmohan n an 60 Rajan 40 ee ak 20 iren er 0 ’ ‰ ” ’ “ ‰ ˆ‡  ‘ m akant rem al .

91 52.4 67.TABLE 9: PRODUCTIVITY TREND FOR THE WEEK. Productivity 88.25 71.5 58.29 Monday uesday Wednesday hursday Friday aturday – – • • unday .5 81.33 75.

78 74 71 74 69 65 56 Manmohan Kundan Umakant Rajan Prempal Deepak Virender .TABLE 10: TECHNICIAN PRODUCTIVITY / UTILISATION IN PERCENTAGE.

TYPE 5/15/25 10/30/70 40/80 60 100 120 MMS 6 10 3 1 1 KND 17 10 5 1 1 - UMK 5 6 3 5 2 - RJN 9 8 1 2 1 - PRP 11 9 2 2 2 - DPK 7 10 4 2 1 - VRN 11 12 1 2 - .TABLE 11: SERVICE TREND BASED ON THE KILLOMETERS TRAVELLED BY THE CAR.

TABLE 12: SUMMARY OF THE EXTRA WORK DONE BY THE TECHNICIAN S JOB Wheel Balancing Mounting Disk Skimming Throttle Body Break Pad change Injector change Clutch overhaul Wiper rubber Battery change/check Tyre puncture Lock set Monday 1 3 1 1 - Tuesday 1 1 2 1 1 2 1 1 - Wednesday 3 3 2 1 3 1 2 - Thursday 3 1 1 7 1 - Friday 4 1 2 1 5 1 1 1 Saturday 3 1 4 4 1 - Sunday 4 1 1 2 - .

. Great degree of cars that come for servicing at Ace Honda are in the region of 15/25/35/47/30/70. of servicing. two technicians could be given weekly off on these particular two days. Km. Issuing of further job cards to the technicians is not a good practise and with our intervention they have changed that practise. Prabhjot Singh had a meeting with the General Manager of Ace Honda. ..... Quality of work done is good and the workshop is pretty well organised with different job controller of PM and GR. .... which says that the technicians most of the time finish their all jobs before the end of the shift time.INTERPRETATION y y y y y y y The idle time during Monday and Friday was massive when compared to the rest of the days.. They have agreed to replace the job controller sheet with our tool. which was the ultimate aim of our project and it was a resounding success. In all we have achieved our objectives which we have set to achieve. They have also welcomed our recommendations and assured us they would take recommended actions as per the policies of the dealer. Type three idle time is the highest. So it is advisable that instead of one. RESULT y y y y On 2nd July Mr. Sunday has the least idle time of all the days. QS .

P. TABLE 1: IDLE TIME. NAME Shobaram TYPE 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 1 2 3 Sunday 72 420 150 90 204 150 147 12 144 60 390 30 60 138 30 66 120 Monday 18 30 150 48 330 24 18 90 30 30 270 42 198 36 54 150 48 360 Tuesday 30 96 90 24 174 138 120 30 30 90 60 198 120 180 18 72 120 60 198 150 30 360 Wednesday Thursday 90 60 78 160 318 210 12 108 30 132 30 210 308 30 24 96 154 30 12 36 210 180 30 30 18 132 6 210 78 90 270 12 180 90 210 60 36 300 192 90 Friday 30 72 180 48 30 18 54 198 30 300 18 186 60 78 300 30 132 120 48 300 Saturday 30 18 102 24 30 30 300 96 78 240 30 12 270 12 132 30 324 - Sanjay S. Negi Chandor Prempal Vinesh Jijo Narender Negi Sunil Ram Shah Ranbeer Om Prakash Ajay .CHAPTER ² 9 SOUTHEND HONDA As we have done at Ace Honda we have repeated the same exercise of collecting data and prepared a comprehensive report.

Type 2: Idle time within the shift. 1800 1600 1400 1696 1462 1104 1122 844 1380 1410 1200 1000 1197 1164 894 924 996 1014 800 600 400 200 0 .Type 1: Idle time at the start of the shift. Note: All the readings are in minutes. TABLE 2: IDLE TIME AND TECHNICIAN. Type 3: Idle time between the end of his job and end of his shift.

TABLE 3: IDLE TIME AND DAY OF THE WEEK 3000 2646 2482 2500 2232 2070 2000 2283 1926 1728 1500 1000 500 0 d ™ fi df i d d fh d ™d g d f ay es ay e e s ay e e rs ay Fri ay at r ay ay d™˜— .

TABLE 4: IDLE TIME AND TYPE. SHOP UTILISATION: 47. 15% 23% 62% TOTAL TIME: 26680. o After last jo k nm e t ee first a k last jo e fore first jo m l j j .67%. TOTAL IDLE TIME: 13964.

200 180 160 140 Sanjay S.P e gi Chandor 100 80 Vinesh Jijo Narender Negi Sunil 40 20 0 Ajay q q Monday uesday Wednesday hursday Friday aturday unday r O r u 60 a anbeer Prakash tr 120 Pre al Shah r hobara s u q p p .TABLE 5: EFFECIENCY TREND OF THE TECHNICIAN.

999 123.TABLE 6: EFFECIENCY TREND OF THE WEEK. fficiency 123.413 100.95 107.767 Monday uesday Wednesday hursday w v v 129.767 112.568 Friday Saturday Sunday .043 116.

TABLE 7: TECHNICIAN EFFECIENCY IN PERCENTAGE.95 106.2 120.43 107.725 112.31 111.55 112.304 111.96 100.7 111.97 114.3 .046 118.9 124. 145.

TABLE 8: PRODUCTIVITY TREND OF THE TECHNICIANS 120 100 80 60 40 20 0 Sanjay S.P Negi and r y x{ Narender Negi Sunil x x z ~ a S a anbeer Ajay x z y Jij Prakas x ines |z Pre } al z yx S bara ~ .

2 43.7 48.5 36.4 40.5 51.TABLE 9: PRODUCTIVITU TREND FOR THE WEEK. Productivity 49.2 48.9 Monday uesday Wednesday € € hursdasy Friday Saturday Sunday .


TYPE Shobaram Sanjay S. Negi Chandor Prempal Vinesh Jijo Narender Negi Sunil Ram Shah Ranbeer Om prakash Ajay 5/15/25 6 7 6 7 8 14 6 9 6 5 10 11 2 10/30/70 7 8 3 2 6 3 3 1 2 4 7 4 3 20 3 1 1 2 2 1 1 2 1 1 2 40/80 3 3 2 1 3 1 - 60 2 3 1 3 1 - 100 1 1 1 1 - 120 1 - .TABLE 11: SERVICE TREND BASED ON THE KILOMETERS TRAVELLED BY THE CAR. P.

This shows that Southend Honda has a Brand Valu e and it garners loyalty through its servicing. which was the ultimate aim our project. Hopefully they shall agree to replace the job controller sheet with our tool. But the interesting thing about Southend is that there is substantial number of Accords and CR-V s coming for servicing. y y RESULT y y y Report for Southend Honda has been prepared on the basis of data collected.INTERPRETATION y y y y y y There is no drastic or significant difference in the idle time pertaining to any day of the week. Prabhjot Singh would soon be presenting the findings to the management of Southend Honda. Mr. The burden on the job controller is high during peak time. But the thing needed to be improved is the accountability of the technician and the job controller in the workshop. . but sometimes a single car is serviced by 3 or more technicians at a time. Southend Honda used incorporates two technicians per car earlier and due to the construction of metro and flow over in the region there is a decrease in the service of vehicles at the workshop. This shows that the distribution of technicians during the week is pretty fine. It is understandable that if a technician taking up another important car or he assisting other technician is a norm. Two job controllers should be maintained at all the time.



honda. VII. http://world. V. HONDA AFTER SALES MANUAL. http://www.html. http://www.smokeriders.html. .com/History/Honda_History/body_honda_history. IV. VI. II.cartradeindia.html.