Internship Report on Marketing at Hero Motorcorp Service Center

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Internship Project ( Mohit jain)
Marketing Management (Bharati Vidyapeeth University)
Studocu is not sponsored or endorsed by any college or university

Downloaded by Kunal Sharma (ks123505@gmail.com)
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A PROJECT REPORT ON
(TR MOTORS – Authorised Service Centre, Hero MotorCorp Ltd.)
Submitted in the partial fulfillment of the requirement for the award of the
Degree of Bachelor of Business Administration (BBA)
(2017-20)
SUBMITTED BY
MOHIT JAIN
ERP ID– 0171BBA106
SUBMITTED TO
MS. MINAKSHI SATI
(ASSISTANT PROFESSOR)
BHARATI VIDYAPEETH UNIVERSITY

INSTITUTE OF MANAGEMENT & RESEARCH
An ISO 9001:2008 & 14001:2004 Certified Institute
Re-Accredited with Grade “A” by NAAC
Ranked in Top 50 B-schools in India & Top 5 in Delhi, NCR
By Business India and Hindustan Times
Recipient of B-school leadership award from Star News
A-4, Paschim Vihar, New Delhi, Ph.011-25286442 Fax: 011-25286442
DECLARATION BY THE STUDENT

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This is to certify that the Summer Training Project submitted to Bharati Vidyapeeth (Deemed to
be University), Pune in partial fulfillment of the requirement for the award of the degree of BBA
is an original work carried out me under the guidance of MS. MINAKSHI SATI. The matter
embodied in this project is a genuine work to the best of my knowledge and belief and has been
submitted neither to this University nor to any other University for the fulfillment of the
requirement of the course of study.
MOHIT JAIN
ERP ID – 0171BBA106

Re-Accredited with Grade “A” by NAAC
Recipient of B-school leadership award from Star News
ACKNOWLEDGEMENT

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I am highly obliged to the faculty member for extending his support in the form of specialized
knowledge and experience throughout the summer training project. I owe a special thanks to MS.
MINAKSHI SATI, my mentor for his time and knowledge. At last I would also like to thank my
family and friends for their help and support in completion of this project.
MOHIT JAIN
(0171BBA106)

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CERTIFICATE BY THE GUIDE
This is to certify that the Summer Training Project is the work done by MOHIT JAIN under my
guidance and supervision for the degree of Bachelor of Business Administration from Bharati
Vidyapeeth Institute of Research and Management, Pune.To the best of my knowledge and belief
1. This is original work done by student.

2. The project is completed as per guidelines and has a plagiarism report.
3. Fulfills the requirements of the guidelines relating to the BBA degree of the university.
4. Is up to the standard both in respect of contents and language for referred to the examiner.
Faculty Name: MS. MINAKSHI SATI

(ASSISTANT PROFESSOR)

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CERTIFICATE FROM HEAD OF INSTITUTION
This is to certify that the Summer Training Project is an academic work done by MOHIT
JAIN,ERP ID – 0171BBA106 submitted in the partial fulfillment of the requirement for the
award of the Degree of BBA from Bharati Vidyapeeth Deemed University, Pune. It has been
completed under the guidance of MS. MINAKSHI SATI (Asst. Professor) and MR. SHASHI
KANT (Technical Mentor). We are thankful to TR MOTORS – Authorised Service Centre,
Hero MotorCorp Ltd. for having allowed our student to undergo project work training. The
authenticity of the project work will be examined by the viva examiner which includes data
verification, checking duplicity of information etc. and it may get rejected due to non-fulfillment
of quality standards set by the Institute.
DR. VIKAS NATH
Director In-charge

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CERTIFICATE FROM THE COMPANY
This is to certify that MOHIT JAIN S/o RAKESH JAIN pursuing BBA from Bharati
Vidyapeeth (Deemed to Be University) University Institute of Management and Research,
New Delhi has successfully completed 50 or 60 days summer training in our organization in field
of Finance from 6th May 2019 to 26th June 2019. During his project tenure in the company, we
found him hard working, sincere and diligent person, and his behavior and conduct was good
during the project. We wish him/her all the best for his future endeavors.
Name and Designation of the Industry Mentor

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PREFACE
As a part of a curriculum of our three years bachelor degree program (BBA) from BVIMR, New
Delhi. The company has provided me project report on current status in MARKETING DEPT.
of “HERO”. To access information, I have gone through various sites and department.
The report highlights the image of the “HERO” as a best company in AUTOMOBILES in the
eyes of the dealers, consumers and competitors.

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TABLE OF CONTENT
PARTICULAR PAGE NO.
Chapter-1:INTRODUCTION
Chapter-2:JOB DESCRIPTION
Chapter-3:ANALYSIS OF JOB DONE
Chapter-4:LEARNING OUTCOMES
Chapter-5:SUGGESTIONS (For HR,IT,etc)

References
Appendix A: (Plagiarism Report, Online Feedback by Mentor, Attendance Sheet)
Appendix B:(Joining Report, Company Profile, Industry Mentor Feedback)
CHAPTER-1
INTRODUCTION

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HERO HEADQUARTERS Re-Accredited
IN NEWwith GradeINDIA
DELHI, “A” by NAAC
HERO is headquartered Recipient
in New of Delhi,
B-schoolIndia.
leadership awardHonda,
Hero from StarisNews
an
Indian motorcycle and scooter manufacturer. The company is the largest two-wheeler
manufacturer in the world, and also in India. The 2006 Forbes list of the 200 World's Most
Respected Companies has Hero Honda Motors ranked at #108. On 31 March 2013, the market
capitalisation of the company was ₹308 billion (US$4.5 billion).
OVERVIEW OF THE HERO MOTOR CORP

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In June 2012, Hero MotoCorp approved a proposal to merge the investment arm of its parent
Hero Investment Pvt. Ltd. with the automaker. This decision came 18 months after its split from
Hero Honda.
"Hero" is the brand name used by the Munjal brothers for their flagship company, Hero Cycles
Ltd. A joint venture between the Hero Group and Honda Motor Company was established in
1984 as the Hero Honda Motors Limited at Dharuhera, India. Munjal family and Honda group
both owned 26% stake in the Company.
During the 1980s, the company introduced motorcycles that were popular in India for their fuel
economy and low cost. A popular advertising campaign based on the slogan 'Fill it – Shut it –
Forget it' that emphasised the motorcycle's fuel efficiency helped the company grow at a double-
digit pace since inception. In 2001, the company became the second largest two-wheeler
manufacturing company in India and globally. It maintains global industry leadership to date.
[3]
The technology in the bikes of Hero Motocorp (earlier Hero Honda) for almost 26 years
(1984–2010) has come from the Japanese counterpart Honda.
INNOVATION:
With innovation at the core of its philosophy, the New Delhi (India) headquartered Hero
MotoCorp has been at the forefront of designing and developing technologically advanced
motorcycles and scooters for customers around the world. It became the world’s largest two-
wheeler manufacturer in 2001, in terms of unit volume sales in a calendar year, and has
maintained the coveted title for the past 18 consecutive years.
SUBSTITUTE PRODUCTS:
Substitute products threat on the auto market relates to products, materials or resources that may
cause the demand for a product to shift. HERO targets premium buyers with whom quality
matters, however other manufactures targeting this premium motor bike market like TVS,
Yamaha and Royal Enfield consequently become a close substitute to HERO.

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PLAYERS IN INDUSTRY
1. 1. BAJAJ
2. HONDA
3. TVS
4. SUZUKI

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5. YAMAHA
6. ROYAL ENFIELD
7. MAHINDRA

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COMPANY PROFILE

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HERO Group Company Profile:
The special fascination of the HERO Group not only lies in its products and technology, but also
in the company’s history, written by inventors, pioneers and brilliant designers. Today, the HERO
Group, with its 30 production and assembly facilities in 14 countries as well as a global sales
network, is the world’s leading manufacturer of premium automobiles and motorcycles, and
provider of premium financial and mobility services.
COMPANY HISTORY
HERO
Evolution of HERO:
 1983
 Joint Collaboration Agreement with Honda Moto Co. Ltd. Japan signed.
 Shareholders Agreement signed.
 1984
 Hero Honda Motos Ltd. Incorporated.
 1985
 First motocycle 'CD 100' rolled out.

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 1987
 100,000th motocycle produced.
 1989
 New motocycle model - 'Sleek' introduced.
 1991
 New motocycle model - 'CD 100 SS' introduced.
 500,000th motocycle produced.
 1992
 Raman Munjal Vidya Mandir inaugurated -A School in the memory of founder
Managing Director, Mr. Raman Kant Munjal.
 1994
 New motocycle model - 'Splendor' introduced.
 1,000,000th motocycle produced.
 1997
 New motocycle model - 'Street' introduced.
 Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated.
 1998
 1999
 New motocycle model - 'CBZ' introduced.
 Environment Management System of Dharuhera Plant certified with ISO-14001
by DNV Holland.
 Raman Munjal Memorial Hospital inaugurated - A Hospital in the memory of
founder Managing Director, Mr. Raman Kant Munjal.
 2000
 Environment Management System of Gurgaon Plant certified ISO-14001 by DNV
Holland.
 Splendor declared 'World No. 1' - largest selling single two-wheeler model.
 'Hero Honda Passport Programme' - CRM Programme launched.

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 2001
 New motocycle model - 'Passion' introduced.
 One million production in one single year .
 New motocycle model - 'Joy' introduced.
 2002
 Becomes the first Indian Company to cross the cumulative 7 million sales mark .
 Splendor has emerged as the World's largest selling model for the third calendar
year in a row(2000, 2001, 2002).
 New motocycle model - 'CD Dawn' introduced, New motocycle model - 'Splendor
+'introduced, New motocycle model - 'Passion Plus' introduced, New motocycle
model -'Karizma' introduced.
 2004
 New motocycle model - 'Ambition 135' introduced.
 Hero Honda became the World No. 1 Company for the third consecutive year.
 Crossed sales of over 2 million units in a single year, a global record.
 Splendor - World's largest selling motocycle crossed the 5 million mark .
 New motocycle model - 'CBZ' introduced.
 Joint Technical Agreement renewed.
 Total sales crossed a record of 10 million motocycles.
 2005
 Hero Honda is the World No. 1 for the 4th year in a row.
 New motocycle model - 'Super Splendor' introduced, New motocycle model - 'CD
Deluxe' introduced New motocycle model - 'Glamour' introduced, New
motocycle model - 'Achiever' introduced.
 First Scooter model from Hero Honda - 'Pleasure' introduced.
 2006
 15 million production milestone achieved.
 2007

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 New 'Splendor NXG' launched.
 New 'CD Deluxe' launched.
 New 'Passion Plus' launched.
 New motocycle model 'Hunk' launched.
 20 million production milestone achieved.
 2008
 Hero Honda Haridwar Plant inauguration.
 New 'Pleasure' launched.
 Splendor NXG launched with power start feature.
 New motocycle model 'Passion Pro' launched.
 New 'CBZ Xtreme' launched.
 25 million production milestone achieved
 .
 CD Deluxe launched with power start feature.
 New 'Glamour' launched.
 New 'Glamour Fi' launched.
 2009
 Hero Honda GoodLife Program launched Hunk' (Limited Edition) launched.
 Splendor completed 11 million production landmark .
 New motocycle model 'Karizma - ZMR' launched.
 Silver jubilee celebrations.
 2010
 New model Splendor Pro launched.
 Launch of new Super Splendor and New Hunk.
 2011
 New licensing arrangement signed between Hero and Honda.
 Launch of new refreshed versions of Glamour, Glamour FI, CBZ Xtreme,
Karizma.
 Crosses the landmark figure of 5 million cumulative sales in a single year .

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 July 29, 2011 - Hero Honda Motos changed its name to Hero MotoCorp following
the exit of its erstwhile Japanese promoter, Honda, from the company
HERO is making changes in it in many ways by developing itself in fields of technology,

according to the taste of customers, dynamic business environment and changes in accordance to
the rivals.
HISTORY:
Hero MotoCorp is the World's single largest two-wheeler motorcycle company. Honda Motor
Company of Japan and the Hero Group entered a joint venture to setup Hero Honda Motors
Limited in 1984. The joint venture between India's Hero Group and Honda Motor Company,
Japan has not only created the world's single largest two wheeler company but also one of the
most successful joint ventures worldwide.
Hero Motocorp Ltd. formerly known as Hero Honda is world’s largest Two-Wheeler company
having its registered office in India. The company started with a joint venture between the
Japanese Two Wheeler manufacturing company Honda in 1984, but in 2010 Honda decided to
move out and Hero Cycle bought their shares and became a new independent identity.
The new company which was renamed Hero Motocorp in August 2011 is now the world’s largest
manufacturer of two – wheelers. The company has been working intelligently and trying to
utilise every opportunity to promote its new brand identity.
The Company started with a vision of empowering India by its bikes and making it a mobile and
much more empowered country by taking it to global market with its world class bikes In the
1980’s Hero Honda introduced low cost and fuel efficient bikes in India. The Japanese
technology which came from their Japanese partner “Honda” in the Hero motorcycles made it a
huge hit in Indian market. The company continued to use the same technology till they parted
ways with Honda. The company offers wide range of two wheelers including motorcycles and
scooters.
With its three manufacturing plants located at Haridwar, Gurgaon and Dharuhera, Hero churns
out approx 3 million bikes in a year. Not only in manufacturing the company is a real “hero” in

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customer service also with a huge network of about 3000 dealerships and service centers across
country.
Corporate Social Responsibility (CSR)
GOOD LIFE PROGRAMME
The Hero MotoCorp GoodLife Program is designed to compliment your good life in every way.
It brings you an easy to use privilege card packed with special rewards and benefits. And it
doesn’t end here. It also provides you with a free riders’ insurance worth 1 Lakh to ensure your
peace of mind. What’s more, your Hero MotoCorp GoodLife Program membership rewards you
with points on all your spends. So make the best use of your card and redeem your points for
fabulous rewards!
Winner of the month:- All members enrolled in a month get a chance ot participate in an
exciting lucky draw and 4 lucky winners get a chance to win a Splendor+.
Referral Points :- Earn additional 3000 points on referring a Hero MotoCorp two-wheeler to
your friends-n-family members and 6000 points on upgrading your own two-wheeler.
First Transaction Benefit :- You can earn the ‘First Transaction Gift’ on your first program
transaction through the card and also earn 500 points as first transaction benefit.
Discount on Spares & Accessories :-Start receiving a special discount of 5% on the purchase of
spares and accessories on your successful enrollment and free wash coupon (with limited validity
period).
Points Earned on Money Spent :-Accumulate points on the purchase of service, spares and
accessories at an authorized Hero MotoCorp dealership or service centre. Each rupee spent gets
translated into one point earned.
Free Rider's Personal Insurance:-Get a free Personal Accidental Insurance worth Rs. 1 lakh on
your successful enrolment.
Go Green:-Get 50 Green Reward points for every Pollution Under Control check of your
vehicle. Present the Pollution Under Control certificate to the dealer and earn your points.
Service Bonus :-Get 100 points per service and 500 as continuity bonus on every 6th regular
service

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Bonus Points On Birthday :-Earn bonus double points for every transaction done on your
birthday and get special greetings too. *Terms & Conditions Apply
Special Value Offers :-Exclusive invities to events and special value offers from our partners,
selected especially for you.
Redeem points, take home your gifts
As you continue your journey with us, you can redeem your points for fabulous gifts.
VISION
 To achieve market leadership.

 Helping people live better lives.
 To be the most successful premium manufacturer in the industry Mission: The HERO Group is
the world's leading provider of premium products and premium services for individual mobility.
MISSION
 To provide the best business opportunity.

 To facilitate best business opportunities.
 The HERO Group is the world's leading provider of premium products and premium services for
individual mobility.
Our Values
RESPONSIBILITY:
We take consistent decision and commit to them personally. This allows us to work freely and
more effectively.
APPRECIATION:
We reflect on our actions, respect each other, offer clear feedback and celebrate success.

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TRANSPARENCY:
We will promote a culture of openness and mutual trust by interacting objectively and without
underlying personal interests.
TRUST:
Building reliability and dependability for self by displaying commitment, honesty, confidentiality
and consistency in all actions.
COMPETITORS OF HERO
There are many competitors and rival companies in the business environment of automobile
sector, the companies are making changes to themselves according to the taste and preferences of
customer, technological change, change in government policy and other further development in
respect to looks, size, space, engine power, performance, tires, etc.
1. BAJAJ
2. HONDA
4. SUZUKI
3. TVS
5. YAMAHA
6. ROYAL ENFIELD
7. MAHINDRA
These all are the Direct Competitors of HERO. Also other local Indian Companies are its
competitors.
SWOT Analysis of HERO

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With SWOT analysis, strengths, weaknesses, opportunities and threats can be reviewed in order
to decide further planning for the organization.
 STRENGHTS
1. Huge Brand Equity – This is really one of the biggest strengths of Hero Motocorp. This company is
one of the biggest players in the market of two-wheelers.
2. Strong Brand Image – A Company can only grow once it is popular by its brand name. Hero
Motocorp is really one of those companies who can play hard on the popularity field.
3. Excellent Distribution – Hero Motocorp has more than 3000 dealerships and service centers which
have made it the leading company in the industry.
4. Wide Variety of Products – The more products a company launch successfully, the more popular it
becomes. Hero Motocrop is, therefore, the real hero in the market.
5. Awards and Recognition – Customers can rely on a brand when it is acknowledged with rewards
and awards. Hero Motocorp has received many in all these years.
6. Sponsorships – Events, related to sports and racing provide sponsorships to the company that has
made it hugely popular of all its competitors.
CHAPTER-2
JOB DESCRIPTION

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INTRODUCTION:-
The data collected through job analysis provides the basis for preparing job description and job specifications.
Job description is a written description of a job and the types of duties it includes. Since there is no standard
format for job descriptions, they tend to vary in appearance and content from one organization to another. From
the employer’s standpoint, written job descriptions can serve as a basis for minimizing the misunderstandings
that occur between managers and theirsubordinates concerning job requirements.
Theyalsoestablishmanagement’srighttotake corrective action when the duties covered by the job description are
not performed asrequired.

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DEFINITION:
A job description typically is a narrative that identifies:
What, where, when and how job tasks aredone.
What equipment, machines or tools are used.
Minimum skillsandqualifications required to perform thejob.
Supervision and direction for theposition.
How the job interacts with customers, fellow workers, orothers.
Job procedures related to thejob.
Communicationsrequirements.
Other information required to appropriately define thejob
IMPORTANCE:-
All employees like to know what is expected of them and how they will be evaluated. Job descriptions can
also be a great value to employers. Creating a job description often results in a thought process that helps
determine how critical the job is, how this particular job relates to others and identify the characteristics
needed by a new employee filling therole. A job description typically outlines the necessary skills,
training and education needed by a potential employee. It will spell out duties and responsibilities of the
job. Once a job description is prepared, it can serve a basis for interviewing candidates, orienting a new
employee and finally in the evaluation of job performance. Using job descriptions is part of good
management.Descriptions of job titles appear in a variety of forms in the workplace. Recruitment ads,
compensation surveys and other benchmarking tools, as well as corporate or departmental development
plans all use some method of describing a job.
CONTENT IN JOB DESCRIPTION:

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1.Job Identification
2. Job Summary
3. Job Duties and Responsibilities
4. Working Conditions
5. Social Environment
6. Machines, Tools and Equipment
7. Supervisions
8. Relation to other Jobs
HOW TO WRITE A JOB DESCRIPTION:
There is no standard format for writing job description. But most widely used formats contain the
followingsections:
1. Jobidentification
2. Jobsummary
3. Responsibilities and duties
4. Accountabilities
5. Jobspecifications
PURPOSE OF JOB DESCRIPTION:
1. The primary purpose of a job description is to identify the duties, essential functions and requirements of

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theposition.
2. A good job description can assess work flow and eliminate duplication of effort and also help assist in the
evaluation of the employee jobperformance.
3. It should be a statement of whatduties and responsibilities the employee is expected to complete and a means
for achievingthem.
4. For understanding new assignmentsand workingconditions.
5. For understanding and establishing training objectives anddevelopmental goals /objects.
6. Assist in hiring and placing employees in positions for which they are bestsuited.
USES OF JOB DESCRIPTION:
1. Job grading andclassification.

2. Placement of new employees on ajob.
3. Orientation of new employees.
4. Promotions andtransfers.
5. Defining and outlining promotionalsteps
6. Adjustments ofgrievances.
7. Investigatingaccidents.
8. Defining the limits ofauthority.
9. Health and fatiguestudies.
10. Developing performancestandards.
ADVANTAGE OF JOB DESCRIPTION:
1. It enables us to compare potential candidates to it, helping with the selectionprocess.

2. Allows possible candidates o compare themselves with thejob.
3. Its legal requirement and allows candidates to know the relevant information needed about what the job
involves and the responsibilitiesthey will have.
4. Enables us to draw up a constructive job advert, which had relevant information on it and allowed us to obtain

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candidates who could the necessarytasks.
DISADVANTAGE OF JOB DESCRIPTION:
1. You can lose an ideal candidate for another type of job within thejob.
2. They can’t carry out a particular task then the jobdescription.
3. They can limit the scope of activities of the jobholder, reducing organizational flexibility.
MY PROFILE AS AN INTERN:
MOHIT JAIN
Mobile: +91-9654963555
E-mail: jainm199828@gmail.com
Address: 70,lok nayak apartments,rohini sec-09
A dynamic, team spirited and self-motivated BBA undergraduate, seeking a challenging opportunity to learn, and nurture my
functional skills and contribute to the organizational goals.
Academic Details:
Degree Institute Year Remarks

st
BBA Bharati Vidyapeeth Institute 2017-20 1 Year : SGPA

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of Management and 2ndYear :

Research, New Delhi
Class XII DAV PUBLIC 2017 82%
SCHOOL,ASHOK VIHAR,
New Delhi-110052
Class X DAV PUBLIC 2015 7.0 CGPA
SCHOOL,ASHOK VIHAR,
New Delhi-110052
Extra-Curricular Activities & Achievements:
Participated in interschool competitions like TAEKWONDO, general knowledge, olympiad, etc.

Active participation in cultural programs at school.
Skills, Interests & Hobbies:
 Team player
 Quick learner; ability to take new challenges
 Confidence and commitment
 Interests- Travelling, Playing outdoors games like badminton, Listening & Singing music, Watching wrestling.
Skills & IT Proficiency:
Software skills: MS Office (Word, PowerPoint, Excel).
Language
English, Hindi, German (Basic Level)
DIFFERENT LEVELS JOB DESIGNATION AND PROFILE
1. Finance Manager
Job Responsibilities:
Making Daily Progress report.

Follow-up with finance cases with all banks & sales dept.
Dealing with customer to inform the new finance scheme.

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Help the customer & sales staff to provide the document which are required by bank.
Responsible for the all type of query which are required by customer & sales staff.
Provide Post Delivery Documents to Banks.
Confirm the Delivery Order of customer self-finance & follow-up the payments.
Visit the bank for New Finance Scheme.
Team Leader (Sales):
Provide excellent customer service at all times and work as a part of team.
In-charge of selling and demo the unit of the product of the company.
Handle customers care concern
Performs other duties as may be assigned from time to time
Ensure that each customer needs are met, with the goal of increasing sales.
Maintaining the stock for the Vehicles.
2. Senior Accountant
Job Responsibilities:
To prepare financial statements and supporting schedules according to monthly close schedule.
Facilitate and complete monthly close procedures.
Analyze revenues, commissions and expenses to ensure they are recorded appropriately on a monthly basis.
Prepare monthly account reconciliations.
Assist with financial and tax audits.
Other projects as assigned.
Assist in documentation and monitoring of internal controls.
Assist preparing of tax returns an corporate reporting requirements.
Required skills & Qualities:

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Bachelors or Higher Degree in Finance or Accounting.

Strong understanding of Accounting Theory.
CPA designation preferred.
Ability to meet assigned deadlines.
Highly detailed and organized in presentation of work.
Excellent communication and interpersonal skills with a customer service with a customer service focus.
Proficiency with email and Microsoft Office Applications.
Ability to work effectively and efficiently.
CHAPTER-3

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JOB ANALYSIS
Job Analysis –
Job analysis is an examination of something or detailed study in order to understand the job
requirement and optimizing those requirements as per the needs of the employer by the
employee. It is a process which is done in a systematic way in order to pertaining to do a job.
It a practice by it determine the duties and responsibilities of the employee towards the
organization and to analyze the data of the employee such as qualifications of the employee,
Skills and knowledge that is pertained by the employee to fulfill the requirement for the job
position. It is also helpful with HR point of view in a way such that it helps the HR head of the

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department to plan necessary effective training programs, conduct workshops, collect feedback
from the employers, setting up consoler’s sessions for employees to cope up with their peer
problem.
 Advantages of job analysis –
o It provide with valuable job related data that help the managers and the upper
level management to analyze the liabilities and accountabilities of the employees,
risks and hazards, skills which are necessary for performing a job at the
organization.
o It is one of the most critical stage of management activities for finding and fitting
the right person for the right job who at least have the skills to preform and
manage activities of the organization and understanding the competencies of the
HR manager. Job analysis helps the manager to put the right person on the right
job by foreseeing the suitable jobs according the capabilities of the employee.
o It solves the problem which incurs in every organization that are who is to be
appointed where and when? Who to aim and how for a precise job opening? This
what helps the managers to oversee and helping creating a work environment by
maintain an effective hiring process in the both the sectors which can be defined
as the internal hiring that includes promotion, increase in stipend etc. and external
hiring that can be dealt in the form of online advertising, publish in newspapers
and relations of the previous employee.
o It also helps the organization grow via internal promotions as it well said “practice
makes a man perfect”. Job analysis helps managers in observing and controlling
the performance of the employees in the organization which indirectly helps the
promotion of the employees by comparing their performance with the standards
of output of performance set by the organization as well as it helps the other
employee to motivate to work hard and let the mangers see their potential in
giving him promotion the next coming year/when it takes place in the
organization.

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o Job Analysis helps in deciding the pay slip with the benefits and the compensation
packages to the employees on the basis of their performance schedule. This
protects the employees from the unfair means and biased mal practices that some
managers opt to provide benefits packages.
 Drawbacks of Job Analysis –
o Its major disadvantage is it that it is very time consuming as it takes time to

analyze the performance of every employee and find the right person for the right
job. It is more limited when the job changes frequently.
o If the job analyst is an employee in the same organization then it may an issue for
the organization as it will include it’s personal choices such as likes and dislikes
for the employees working the organization and the analyst will tend to choose in
the favor of those who keep his regards etc. this is a major hindrance in collecting
accurate data.
o The sources for collecting data is extensively small due to the small sample size.
Because of this the information collected from the individuals need to be
standardized for all the employees respective to their field and department.
o It is very time consuming and needs lot of efforts to plan and supervise analysis as
the analyst needs to plan or make different types of techniques for different
department as every department has different work and performance according to
it. That is why the analyst has to plan different methods for each department.
o It is also necessary for an organization to have the right job analyst for the job as
if the job analyst doesn’t possess the right skills for analyzing, then it is no use for
the company it a directly waste for the organization resources and if there is an
issue then analyst is to be trained according to the guidelines of the company
policy.

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o As job analysis uses some sort of the methods for making the standards for
making policy for but it lacks the emotional, intellect, knowledge, and aptitude of
the employee which cannot be measured and no standard protocols can be
introduced as every employee handles the situation differently.
 Process of Job Analysis –
The process of job analysis is to identify the key result areas which includes
where they analyze the data of each department such as marketing and finance,
then setting standards for the key areas identified. After then implementing the
standards success rate is identified measured and compared and again the process
start over. This is due to the organization always seeks the scope of improvisation.
What job I did at HERO MotorCorp –
At the first day at my job I had an introduction with my mentor Mr.ARJUN GARG

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Where we had a conversation about my qualifications and my interests. After a while I was told
what I job will I be doing during the term of this internship. The job which I have performed
during the period was customer dealing.
Tips I have learned to deal with customers
1. Listen to Customers
Sometimes, customers just need to know that you’re listening. If they’re
confused or have a problem, by lending a listening ear, you’re showing
that you care and that you’re not dismissing them.
2. Apologize
When something goes wrong, apologize. It’s amazing how calming the
words “I’m sorry” can be. Don’t engage in fault-finding or laying blame,
but let them know you’re sorry they had a problem. Deal with the
problem immediately and let the customer know what you have done.
3. Take Them Seriously

Make customers feel important and appreciated. No matter how ridiculous
a question may sound to you; it’s important to the customer. If they feel
like they’re being laughed at, or spoken down to, they will not purchase
anything. Customers can be very sensitive and will know whether or not
you really care about them.
4. Stay Calm
Difficult as it is sometimes, it is important to stay calm. Your calming
approach will help your customer stay calm too. They will feel like you’re
in control of the situation and that you can help solve their problem.
5. Identify and Anticipate Needs

Most customer needs are emotional rather than logical. The more you
know your customers, the better you become at anticipating their needs.
Communicate regularly so that you’re aware of problems or upcoming
needs.
6. Suggest Solutions
Have a menu of calming remedies which you and your employees can
use. Whether it’s purely a refund or return, or if it’s coupons or a free
service. By agreeing in advance the scenarios where you will provide

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these remedies, and how much you’re willing to spend, you will be able to
speak calmer and more confidently when offering the solution.
7. Appreciate the Power of “Yes”

Always look for ways to help your customers. When they have a request
(as long as it is reasonable) tell them that you can do it. Figure out how
afterwards. Look for ways to make doing business with you easy. Always
do what you say you’re going to do.
8. Acknowledge Your Limits

Yes is a powerful word but if you’re unable to fulfil a request: know your
limits. You can’t be everything to everyone. If you don’t think you can
fulfil the request, help them find an alternate remedy. Whether that
remedy is your business or another, they will appreciate the extra mile
you went to help them, and will recommend your business to their
network.
9. Be Available
Customer service is no longer just about face-to-face contact and
telephone. If you’re working in an industry or marketplace where
customers are constantly online, you need to amend your service delivery
to incorporate that. It does not need to be a dedicated helpdesk Twitter
handle, simply make sure you respond promptly and informatively to
clients on your main business Facebook page or to your Twitter account.
10. Get Regular Feedback
Feedback is a great way to grow both your business and your skills.
Provide ways for customers to give feedback, whether it’s a follow up
email or phone call, a suggestions box or something more fun and
innovative.

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CHAPTER-4
Learning Outcomes
Experience during the job –

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During the period of the job I learned a few basic and advanced software which will help me
throughout my life in form of professional skills as well as help in upgrading my professional
skills and enhance my personality behavior in a formal way.
What did I actually learn during the job –
I learned lot of professional work on the job such as MS Excel, MySQL and how an organization
works fast and without any disturbance and share information instantly between their
organizational head offices around the states in a country.
1. MS-Excel –it is spreadsheet program which includes rows and columns where we can
add data for a company which basic and advances mathematical formulas to formulate
reports for an organization. It is one of the main software that every company uses
whether it is a small company or a multinational company. The benefits of MS-Excel are
as follows :-
o It lets it potential users to unlock features for making perfect report at their fingertips
anywhere at any time.
o It combines multiple data into single spread sheet thus helps in reducing data storage
and carry many files at the same time.
o Through the new cloud system you can access your files anywhere even on your
headset through the online cloud system.
2. MySQL – it is an open source software which combine multiple data into one storage
system. This can be explained with an example that is if there 10 data table and you want
information more than 2 table it can do it within minutes without any operations just with
a simple coding. Thus it reduces the time and effort to find data from various places then
analyze it. Benefits of this software are as follows :-

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o It is highly secure network as it can be opened by only those who contain the
password thus no leak of information.
o It works 24x7 which means it runs all time no delay in starting once the application
have been run it is always processing in the background without taking any memory
of the unit.
o An average takes up to 30 minutes to load data for more than 750000 rows but it can
load the data in 2-3 minutes for same rows.
Other things I learned during the course –
o Time Management – I learned time management in the organization. My mentor

was very strict about the timing of the work place. I remember I asked my mentor
to leave the work place early, right away he told me to never ask for leaving
again before it’s time because for a successful professional life you need to have
time management in the organization.
o Work ethics – work ethics help to survive in a formal environment by I get from
working in professional environment, how to talk to consumers, seniors and other
staff members.
o Self-independent – I got to be self-independent after going for two months I got

motivated that I can take responsibilities and fulfill them before the deadline and
give my time with full efficiently and effectively.
o Building networks –as working in the organization I developed formal relations

with the other employee as it will help in future for any references if need. It good
to have some formal relations with the employees because you don’t when they
come in handy.

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o Responsibilities –I am sure now that I can take responsibilities with fulfilling

them without any delay to my mentor or to the respective person who has
assigned me that responsibility. I am now fully confident that in the coming future
I will be able to take any kind of responsibility and fulfill it within the given time
frame.
o Team work – I got to know how team work takes place in an organization. For
example- one day I was given a task to check and update the data of the dealers
within the time frame as it was urgent and regular staff was on leave. I and my co
person has cooperatively completed those task due to the understanding between
us and it was only completed due to the team work efforts.
o Communication Skills – I developed my communication skills due to the

initiative I took to talk to my peers through which I understood on what topic they
usually talk about what is their formal behavior to talk to their peers and seniors
which helped me in enhancing my communication skills.

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CHAPTER-5
Suggestions

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The suggestions I would like to make after the past experience at my job are as follows -
 Customer Responses
Lots of customer have the queries or grievances about the services provided to them that
sometimes the dealer’s falls apart to resolve or explain. They should have an option to have the
right to be listened. It may help the company to get the solution to get their sales up right arrow
and the loyalty of the customers will eventually increase when they see that they are bring
listened.
 Product Selling
Though the company is already selling many additives along with the petroleum products but it
is not able to speak their way to the customers what benefits it provides their vehicle for using
those products.
 Offers
Company can provide with various offers to the customers. For example- it can provide
cashbacks to the customers who pays more than some standard amount gets the privileges than
the others. Or they can have their loyal customers to get no stand in line waiting time special
treatment could be provided to them. Contest in which the customers can get bumper prices.
Vouchers for shopping etc.
 Online Media
As we all know the new generation is more likely to fall towards the online/social media. The
company should have a page it can provide the all the details going on with the company and
news product launches, it achievements, awards the company gets, vacancy details with the job
requirements etc.
 Corporate Grievances

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It is multinational company as it has levels of management so the head of the management may
or may not listen to the grievances their subordinates so, the company should take initiative to
open a grievance forum for the employee where they can share about their problems to the head
of the company and without their information being leaked to the their officials.
 Benefits
The company should take their employees to a vacation once a year to motivate them and make
them do their job more efficiently and the trips offered to the employees should be on their
worthiness not on the position of the job they are presently on.
 Giveaways
The company should set a monthly target of giveaways basket or a medal or a small trophie to
keep their employees motivated and competent than the other organization. It will also a sense of
self development in the employees as they try to do better next time and again even after
completing the monthly target he will try and try on to be stable on his position as a scene of
achievement which will remain along with the service of this life.
These are the suggestions I would like to make for company in which I did my training program
for two months.

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Internship Project ( Mohit jain)

Marketing Management (Bharati Vidyapeeth University)

Studocu is not sponsored or endorsed by any college or university

(TR MOTORS – Authorised Service Centre, Hero MotorCorp Ltd.)

BHARATI VIDYAPEETH UNIVERSITY

DECLARATION BY THE STUDENT

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BHARATI VIDYAPEETH UNIVERSITY

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CERTIFICATE BY THE GUIDE

1. This is original work done by student.

Faculty Name: MS. MINAKSHI SATI

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CERTIFICATE FROM HEAD OF INSTITUTION

DR. VIKAS NATH

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CERTIFICATE FROM THE COMPANY

Name and Designation of the Industry Mentor

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PARTICULAR PAGE NO.

Chapter-3:ANALYSIS OF JOB DONE

Chapter-5:SUGGESTIONS (For HR,IT,etc)

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BHARATI VIDYAPEETH UNIVERSITY

OVERVIEW OF THE HERO MOTOR CORP

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HERO Group Company Profile:

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HERO is making changes in it in many ways by developing itself in fields of technology,

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Corporate Social Responsibility (CSR)

GOOD LIFE PROGRAMME

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 To achieve market leadership.

 To provide the best business opportunity.

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SWOT Analysis of HERO

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A job description typically is a narrative that identifies:

What, where, when and how job tasks aredone.

What equipment, machines or tools are used.

Minimum skillsandqualifications required to perform thejob.

Supervision and direction for theposition.

How the job interacts with customers, fellow workers, orothers.

Job procedures related to thejob.

Other information required to appropriately define thejob

CONTENT IN JOB DESCRIPTION:

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3. Job Duties and Responsibilities

6. Machines, Tools and Equipment

8. Relation to other Jobs